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["Customer: Set up\nCustomer: Set up\nCustomer: Talk to representative \nHuman Agent: How can I assist you?\nCustomer: Hi Grant! I am trying to connect my devices however for some reason the qr code setup isn't working. I'm standing for a hot minute and it doesn't work \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Would you like 1 or all 3?\nHuman Agent: Let start with the one you are currently working with.\nCustomer: Ok it is ZMD18D1IH801281\nHuman Agent: That camera is already online and is connected to a different account. Have you setup this camera before? Or did you recently purchase or receive the camera?\nCustomer: \nI've connected the camera before but it was on my old phone however I believe on the same account I am using right now \nCustomer: Even so they don't show up\nHuman Agent: The camera is on a different account. The camera is on a @gmail.com email address and the first two characters are \"mi\".\nCustomer: Is it miguelbriseno173@gmail.com\nHuman Agent: That is the account the camera is setup on. Are you able to log in to that account on your app? If not, then do you have access to that email address?\nCustomer: Yes that's my son \nCustomer: He can login\nCustomer: Ok thank you I am able to access them\nHuman Agent: You're welcome. You can either use that account that they are setup on or you can delete them from the account and set them up on another account."]
["Customer: Set up\nCustomer: I need help setting up.  I don’t understand what I’m supposed to be doing.  Lol\nCustomer: Camera is plugged in. Blue light on now what? It keeps saying it timed out and check password. \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Is the light solid blue or blinking blue?\nCustomer: Wi-Fi passwor is correct blue light is solid\nHuman Agent: Okay, what is the ID of the camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: ZMD18L918203184\nHuman Agent: That device is already online and on your account. If you go the home page of the app, are you able to see it? If not, you can try closing the app and reopening it. \nCustomer: Ok. The date and time are wrong. How do I adjust that?\nCustomer: Will it send me notice when there is motion ? Is there sound? \nHuman Agent: You can go to the device section of the app, tap on the camera, then tap on where the name/ID are listed, then go to the time zone option there. \n\nYes, though there is a cooldown timer between notifications to where you would only receive push notifications once per 12-20 minutes. \n\nYes, this camera supports two way audio."]
["Customer: This app is garbage!  I've had an account for years but can't log in and I can't reset my password.\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have your Zmodo account email? \n\nCustomer: choens13@gmail.com\nCustomer: Are you there??\nCustomer: Hello???\nHuman Agent: Okay do you have access to this email currently, I am going to try to reset it from my end, but I will need the 6 digit code from the verification email. \nCustomer: OK\nCustomer: 778057\nHuman Agent: Can you double check that code please \nCustomer: ok\nCustomer: 510331\nCustomer: There were several in my spam folder\nHuman Agent: Okay the password has been changed to abcd1234 \nCustomer: OK.  I will try it.  Thannks."]
["Customer: Switching accounts \nCustomer: Customer Agent\nHuman Agent: How can I assist you?\nCustomer: Hello, I am trying to see if there’s a way that I can take over this account. There was a previous business that had this account but gave me the login and I’m just wanting to know if I can change the email address that’s connected to this to my email address if possible.\n\nHuman Agent: The email address on an account cannot be changed. You would want to delete the devices from the account. Once they are not connected to an account, then you can connect the devices to a new account.\nCustomer: Okay thank you \nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: In my system settings if I clear the cache will that erase footage?\nCustomer: Ok… could you tell me then why the dates and times on my cameras are wrong?\nCustomer: I did that and I hey are still wrong \nCustomer: I checked the time zone on each camera and they are all on central USA time which i live in Wisconsin and am in the central standard time zone \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. For cameras going through an NVR, the time zone is controlled by the NVR. You'll specifically need to change the time zone on the NVR device to change it for the cameras."]
["Customer: I'm trying to change my password but don't remember my old one I don't see an option for forgot my password\nCustomer: You told me to contact support How do I do that How do I get a live person\nCustomer: I'm chatting to share my frustration with the app\nHuman Agent: You can change the password on the login screen. You can tap on Forgot Password to reset the password.\nHuman Agent: You can also reset the password through the web app https://user.zmodo.com/changepwd\nCustomer: I'm already logged in on the app so what are you talking about\nCustomer: The app keeps crashing every time I go try to open that link you gave me\nHuman Agent: You can log out of the app. Use the app on another phone or tablet. Or you can go to the web app.\nCustomer: Every time I try that link it's a nightmare a freaking nightmare My phone keeps crashing I don't have another means of logging in \nCustomer: What web app if you're talking about that link you gave me it crashes every time I click it and then my phone goes dark\nHuman Agent: Then you can open your browser on your phone, tablet, or computer and just type in user.zmodo.com\nCustomer: I tried that link also and that also crashed my phone times two what is going on here what is wrong with your app And what is wrong with this whole situation of just trying to change my password How unuser-friendly is this freaking app\nHuman Agent: No, do not click on any link. And it is not our app. It is your web browser.\nHuman Agent: Just open up your web browser and type in user.zmodo.com. Do not click on anything from this chat.\nCustomer: What do you mean it's my web browser I use Chrome what are you trying to say Chrome is now crashing and not functioning No I do believe it's your app\nCustomer: So what are you saying copy and paste the link why didn't you tell me that why didn't you tell me that why didn't you tell me that if that's what you're trying to say Am I supposed to copy and paste the link\nHuman Agent:  If Chrome is crashing, then that is an issue with Chrome. You can Force Stop or close chrome and open it again.\nHuman Agent: I said type it in to your web browser.\nCustomer: 071711\nOkay so it gave me this temporary password that was good for 10 minutes so I go to back to the app I go to reset password I put this one in the old password and it says old password no good So what am I doing wrong and why is there no voice to voice assistant for someone who is a senior disabled trying to figure this crap out\nCustomer: This is beyond the pale\nIs there a customer service advocate Service Manager anyone who actually cares about your customers?\nHuman Agent: No, you do not do anything in the app. After you enter your email address on the web app, it emails you the verification code. Then on the web app you enter the verification code and a new password.\nHuman Agent: You can tap on Schedule Call to make a callback appointment if you would like.\nCustomer: No shit \nCustomer: Why then all this fucking rigamarole when you know you're dealing with a senior when you have that information in your brain why then do a long protracted torture upon that customer why? Ijuwondering is it something you get o\nHuman Agent: First, I do not know your age. Second, you asked how to reset the password, and I gave you the steps. When you said that your Chrome was crashing, I explained how to restart it so that it would not crash.\nHuman Agent: And then when you asked to speak to someone on the phone, I gave you the callback form."]
["Customer: Troubleshooting\nCustomer: Zp-NL18 need to clear old account info and setup\n\nCustomer: .ok give me customer support \nHuman Agent: Could I have the device ID of the NVR you are working with?  It should start with ZMD and should be on a white sticker on the NVR.\nCustomer: Zmd14cla1252990\nHuman Agent: That NVR is setup on a phone number account, *******599. Do you recognize the phone number? If you do, do you have access to that phone number?\nCustomer: Yes\nHuman Agent: Then you would want to log in to the app using that phone number. Then you can use that account or you can delete the NVR from the account to set it up on another account.\nCustomer: Don't have the app on that phone\nHuman Agent: You do not need the app on that phone. You can log in to the app using that phone number on another phone or tablet.\nCustomer: Ok will try it"]
["Customer: Troubleshooting\nCustomer: Two of my four cameras, the view is upside down, and I cannot invert them to the correct way\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Can I talk to a real person?\nHuman Agent: How can I assist you?\nCustomer: Two of my four cameras have upside down images\nCustomer: Two of my four cameras have upside down images, and I cannot correct that through the gear icon\nHuman Agent: You can tap on the live video at the top and then tap on the Gear icon at the top right corner of the live footage. Does that take you to the Device Settings?\nCustomer: Yes, it does and there is a button that says flip images I switch it but when I go back, it is still upside down\nHuman Agent: It should just be an on/off switch. So if it is on, turn it off. And if it is off, turn it on. Also make sure that you are in the settings for the correct camera when you make the switch and then you can back out and try to view the live video again. You may want to refresh or restart the app if it has not updated yet."]
["Customer: Agente \nHuman Agent: ¿Cómo puedo ayudarte?\nCustomer: Agente \nCustomer: Mi camara dice que tiene otra cuenta vinculada\nCustomer: D/static_file/938a69c58a_1_20241127094041.png\nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debería comenzar con ZMD y debería estar en una pegatina blanca en la cámara o en el soporte, normalmente debajo de un código de barras.\nCustomer: ZMD16J917526808\nHuman Agent: Esa cámara está configurada en una dirección de correo electrónico @gmail.com y las dos primeras letras son \"po\". ¿Reconoces la dirección de correo electrónico en la que está configurada la cámara?\nCustomer: No\nHuman Agent: Está bien. ¿Tiene alguna otra cámara que esté intentando configurar?\nCustomer: Hace mucho que mi padre la puso en casa y ahora nos mudamos y queremos ponerla en nuestra nueva casa \nCustomer: Si son 3\nHuman Agent: ¿Podría tener los ID de dispositivo de las otras cámaras?\nCustomer: ZMD16J9l7526492\nCustomer: ZMD16J9I7526487\nCustomer: Ay están toda\nHuman Agent: ¿Tiene la factura o información del pedido de la compra de las cámaras?\nCustomer: No \nCustomer: Esas camara eran de mi padre ya el no vive conmigo \nHuman Agent: Como estas cámaras ya están vinculadas a otra cuenta, puedo comunicarme con el propietario anterior y solicitarle que elimine las cámaras de su cuenta; sin embargo, debo esperar 30 días para recibir una respuesta. Cuando reciba una respuesta o al final de los 30 días si no recibimos respuesta, desvincularé los dispositivos y me comunicaré con usted. ¿Cuál es el mejor correo electrónico para comunicarme con usted?\nCustomer: grabiela0313@gmail.com\nHuman Agent: Gracias. ¿Tiene alguna pregunta sobre el proceso de desvinculación?\nCustomer: No la puedes desvincular ahora ? Es que trabajo y me pase la tarde intalandola\nHuman Agent: Necesitaríamos una respuesta al correo electrónico de solicitud de desvinculación que envié aprobando la desvinculación de las cámaras o tendríamos que esperar 30 días sin respuesta antes de poder desvincular las cámaras.\nCustomer: Vamos esperar entonces \nHuman Agent: ¿Tiene alguna otra pregunta?\nCustomer: Nose puede poner a funcionar de ninguna manera hasta los 30 días \nCustomer: ?\nHuman Agent: No, a menos que obtengamos una respuesta antes de esos 30 días aprobando la solicitud de desvinculación.\nCustomer: Gracias muy amable \nHuman Agent: De nada."]
["Customer: Troubleshooting\nCustomer: Purchase new camera to add to the my eight existing cameras. Downloaded the new Smarties app wiped out all of my original cameras in my account. Cannot start up new account under smarties because my cameras were registered to my original account. What do I do? I have tried for the last 2 months and haven't gotten any closer to resolving my problem.\nCustomer: I cannot re-register my old cameras which were under an account due to the fact that the app will not accept the original cameras\nCustomer: I cannot provide the camera IDs. They are located in three different homes which I own in three different states. What do I do?\nHuman Agent: Hello, my name is Grant. You can use the same account between the Zmodo and Smartz Eaze app. You can also setup the cameras using either app. You likely used a different email address or phone number for the account when you initially setup your cameras. Are you at one of the three locations that you have cameras setup at?\nCustomer: I have attempted to marry my accounts a dozen times. It will not accept my previously registered cameras so I have lost the ability of eight cameras on a paid account for months. Can you get me to where I need to go so my cameras will come back online? I think I'm probably at a point where I need to renew your coverage of all cameras. Please give me directions\nHuman Agent: Are you there with any of your cameras?\nCustomer: I have one camera I can work with which is unplugged but I can plug it in. It's an interior camera in one of my homes. All others are up high and it's going to take some time to be able to get to where the cameras are mounted\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: South 1. 3 bd 900 -1752\nCustomer: Zmd13bdd9001752\nHuman Agent: That camera is on a phone number account, *******904. It looks like your other cameras are likely on that account, as well.\nCustomer: That is correct. All are registered to the original phone number including the new one that I tried to add that caused the problem\nHuman Agent: You will want to log in to the app using the phone number. Right now you are logged in to an email address.\nHuman Agent: So you are logged in to a different account.\nCustomer: How do I do that and not lose you?\nHuman Agent: You can use the Zmodo app. Or you can go to the web app at user.zmodo.com\nCustomer: Just got that my Yes, I was rejected again saying that it was recorded to a different account and camera are connected\nHuman Agent: That sounds like you tried to setup the camera when you were logged in to the account with your email address.\nCustomer: This is the exact message I've been getting for 2 months\nHuman Agent: You will need to log in with the phone number. Right now you are logged in with your email address, so you are logged in to a different account. That is why you are getting the message that the camera is connected to a different account."]
["Customer: Agent \nCustomer: Ok thank you. \nHuman Agent: How can I assist you?\nCustomer: It’s not allowing me to change the password. It says failure. \nHuman Agent: Are you trying to change the password to log in to your Zmodo account?\nCustomer: Are you there???\nCustomer: Tbis is very important"]
["Customer: Troubleshooting\nCustomer: Is my access to all my cameras removed\nCustomer: Im not the main user\nCustomer: Can you check\nCustomer: If i dont have access anymore\nCustomer: Can you check pla\nCustomer: Pls\nCustomer: If my access was removed\nCustomer: I dont know if i was removed\nCustomer: Live chat agent\nCustomer: Troubleshooting\nCustomer: I want to know if my access to the cameras was removed\nCustomer: Because im not sure\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I am not able to see when an account is being accessed. Were you sharing these cameras to another account or did the other person have direct access to this account you are contacting from?\nCustomer: Yes\nHuman Agent: I asked two different questions, which one are you saying yes to?"]
["Customer: Troubleshooting\nCustomer: None of my cameras are showing up on my phone\nCustomer: My wife can still see the cameras on her phone but mine are gone\nHuman Agent: Hi my name is Wendy.  It looks like this account was setup yesterday.  You may be logging in to the wrong account\nHuman Agent: Please provide the device ID on one of your cameras. Check the sticker on the device, which might start with ZMD or GSG.  \n\nHuman Agent: I can check what email/phone the cameras are connected to with the device ID"]
["Customer: Hi, my other cameras from meShare app I can’t see anything.\n\nCustomer: The app doesn’t work \nCustomer: Not my internet I’m using Zmodo app now remember me \nCustomer: I can’t the app has a problem \nCustomer: The app has a problem \nCustomer: What’s about my phone ? It’s been an hour \nCustomer: Nothing wrong with my phone I’m using now to chat with you \nCustomer: I need help with my app can not see t all 4 cameras \nCustomer: The app has problems I can’t do anything on my end \nCustomer: I told you already \nCustomer: I can’t see the cameras \nCustomer: Yes I did\nCustomer: Something wrong with the app\nCustomer: I’m \nCustomer: I need help \nCustomer: I just want to see the cameras \nCustomer: Something wrong with the app can you check on your end \nCustomer: Check on your end \nCustomer: Can I chat with the agent, \nCustomer: K\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I have 4 cameras from meShare app\nCustomer: Can you on your end\nCustomer: and one camera from Zmodo\nHuman Agent: I see one camera on your account. If you can give me the Device IDs for the other cameras that you cannot see, then I can search for those devices in our system.\nCustomer: Now meShare app has problems \nCustomer: Only one ID for the camera I don’t need to provide 4  ?\nHuman Agent: We can start with one of the cameras here.\nCustomer: Because the cameras are high I’m short \nCustomer: Very hard for me I’m 69 years old\nHuman Agent: Okay, without a Device ID I cannot look up the cameras directly. Do you have the cameras setup with a different email address or phone number?\nCustomer: Can you check my account you can see\nCustomer: No everything is same \nHuman Agent: I see one camera on the account you are contacting me from. That is why I asked for the Device IDs from the cameras that you are not able to see. That way I can look up those cameras.\nCustomer: I want 4 cameras from the meShare app in one Zmodo app total I have 5 cameras \nCustomer: I’m trying now let me get the ladder \nHuman Agent: Alright, so right now you are contacting me from the ivydolls@yahoo.com account. The accounts are the same whether you log in to the Zmodo app or the meShare app. So if the cameras are not showing on this account, then they are probably on another account.\nCustomer: Everything is same one account the reason why I have meShare app cause the Zmodo app was having a problem before and they told me to using meShare app instead \nHuman Agent: Alright, then I would need a Device ID from a camera to look it up. Were you able to get a Device ID from one of the cameras?\nCustomer: Yes I’m trying to take a picture then give the ID but it  looks blurry \nCustomer: I’m doing it\nCustomer: ZK8 BFS23NM\nHuman Agent: That is the FCC ID, not the Device ID. The Device ID will start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Please help me put 4 cameras in one Zmodo app \nHuman Agent: I am trying. I would need information about the cameras to find them to help you. Each camera has a unique Device ID that I can look up in our system.\nCustomer: Yes \nCustomer: Sent you ID\nCustomer: I’m waiting for you \nHuman Agent: Alright, were you able to look again at the camera and get the Device ID? Because what you sent was the FCC ID, not the Device ID.\nCustomer: ZK8BFS23NM\nHuman Agent: That is not the Device ID. That is the FCC ID. The Device ID will start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Model ?\nCustomer: Yes I did sent you \nHuman Agent: No you did not. What you sent was the FCC ID. Not the Device ID. The FCC ID and Device ID are different.\nCustomer: Let me check \nCustomer: ZMD 1912lHA22315\nCustomer: Are you there ?\nHuman Agent: That camera is setup on another account. The camera is setup on a phone number account, *******362.\nCustomer: 714-615-7362 yes \nHuman Agent: That is a different account than the account you are currently contacting us from. The account you are contacting us from is ivydolls@yahoo.com.\nCustomer: One account same phone number and same email address \nHuman Agent: No, they are two accounts. One account with the phone number, and the other with the email address.\nCustomer: ivydolls@yahoo.com\nCustomer: Same account \nHuman Agent: That is the email address account that has one camera.\nCustomer: I’m the who’s paying for subscription \nHuman Agent: No, you cannot have an account with a phone number and an email address login. It is one or the other. You have two different accounts.\nCustomer: My son was helping me to install these cameras I can’t do on my own\nCustomer: I was chatting with you last week \nCustomer: But now meShare app has problems \nHuman Agent: So right now, you have two different accounts. The first account is with your email address, ivydolls@yahoo.com. The second account is with your phone number, 7146157362. If you want the cameras on the same account, then you would need to delete the cameras from one of the accounts, and then connect the cameras with the account you want to use.\nCustomer: My email address and number are me one account \nHuman Agent: No, they are not the same account.\nCustomer: I did deleted one camera from Zmodo and tried to connect other 4 cameras from meShare but I can’t they said isn’t compatible, then my son was helping me to login again with Zmodo app.\nNow meShare app has problems \nHuman Agent: Okay, which app do you have open right now?\nCustomer: I can’t do anything \nCustomer: Zmodo\nHuman Agent: Okay, and what do you see in the meShare app?\nCustomer: It was blank this morning then showing up the login or sign up \nI did but isn’t working \nHuman Agent: That means you are logged out of the app. So lets try logging in with your phone number.\nCustomer: I didn’t log out or do anything something wrong with the app does no let me do anything \nHuman Agent: There are multiple reasons it may have logged you out. Can you tap on Login?\nCustomer: I did login nothing works \nHuman Agent: What do you see on the app after you tap on Login?\nCustomer: Something wrong with the app \nCustomer: Same thing login or sign in \nCustomer: That’s why Zmodo app has problems before \nHuman Agent: Then you may want to try restarting the app or uninstall and reinstall the app.\nCustomer: Can you connect my 4 cameras from meShare to Zmodo\nHuman Agent: The easiest method would be for you to log in on your phone number account, which you can do on the meShare or Zmodo app, and delete the cameras from the account.\nCustomer: I’m not good with these. Everything I need my son to help he is  3 hours away from me \nHuman Agent: I would recommend you start by uninstalling and reinstalling the meShare app.\nCustomer: I did trying to before I reached out for helf\nCustomer: Help\nHuman Agent: Okay, lets uninstall and reinstall the app now. Can you delete the meShare app from your phone?\nCustomer: All I want is all my cameras in one app Zmodo app\nCustomer: Let’s me try \nHuman Agent: I understand what you want. You have your cameras on different accounts. You would want to log in to one of the accounts and remove the devices from that account. Then you log in to the account you want to use, and connect the cameras to that account.\nCustomer: Don’t allow me to delete \nHuman Agent: Are you on iOS or Android?\nCustomer: I have IPhone \nHuman Agent: Okay, if you go to your phone's home screen with all of the apps listed on it, then you will press and hold on the meShare app. Then you will get a few options and you can choose Remove App and then Delete App.\nCustomer: Ok\nCustomer: Ok delete \nHuman Agent: Alright, so the app is removed from your phone?\nCustomer: Yes \nHuman Agent: Then you can go to the App Store and search for meShare.\nCustomer: I did\nHuman Agent: Okay, and does it give you the option to download the app or does it say Open?\nCustomer: Oen and I have the app \nHuman Agent: Did you download it after you searched for it in the app store?\nCustomer: Not download. I go to App Store and search meShare then it’s open \nHuman Agent: Then that means you did not delete the app from your phone.\nCustomer: I did delete from my phone its disappearing on phone \nHuman Agent: Did you tap on Delete App or Remove from Home Screen?\nCustomer: Then you told me to search for the app\nCustomer: Yes\nHuman Agent: Yes to which? Which did you tap on?\nCustomer: Delete \nCustomer: You want me to delete again to see\nHuman Agent: Then it would not say Open in the app store. It would have given you the little cloud to download it again. Do you see it on your phone now?\nCustomer: Let’s me delete the app again \nCustomer: Just delete the app \nHuman Agent: Okay, once you delete it, you will have an option to install it when you look it up in the app store rather than just open. \nCustomer: Ok\nCustomer: Same thing it’s open \nCustomer: I don’t have an opinion to install \nHuman Agent: Okay, that would mean you have not deleted the app. If you go to your phone's home screen with all of the apps listed on it, then you will press and hold on the meShare app. Then you will get a few options and you can choose Remove App and then Delete App.\nCustomer: I did exactly what you told me\nHuman Agent: Otherwise if you want you could delete the camera you have on this account (or I could do that if you would like) at which point you could log out of this account by going to the Me section of the app and then choosing log out. From there, you could choose log in, then log in with mobile to log into the other account and add the device there. \nCustomer: I can’t get into the app can’t do anything \nCustomer: I just want to see all my cameras in one zmodo app you can help me in your end it’s too complicated for me\nHuman Agent: Can you elaborate on what you mean? You're still in one of the apps currently, correct?\nCustomer: No only one camera on Zmodo app.\nCustomer: My other 4 app is on meShare\nCustomer: I want all my cameras in on app please Zmodo app total 5 cameras \nCustomer: 5 cameras in one app I want to use Zomodo app \nCustomer: I don’t want meShare app\nHuman Agent: I understand, but those are two separate accounts. If you want to use all the devices on the same account, you would need to delete them from your other account first. You could potentially delete this one, then log out and log into your phone number account to add this camera there so you'd have all 5. Otherwise if you are logged into 1 account on one app and the other account on the other, you could delete the cameras from whichever you don't want to use and I could then assist in adding them. I cannot do that until you have deleted them. If you cannot log into your other account, do you have the invoice from the purchase of the cameras?\nCustomer: Yes I did delete meShare app like you told me\nCustomer: Its been along time since I don’t have it, 3 cameras my son bought for me in different times \nCustomer: MeShare app isn’t working \nHuman Agent: If you deleted it, you would have an option to install the app when you look it up on the app store. Do you have that option now?\nCustomer: I told you I did so many times \nCustomer: Just tried again the app open not allowing me to install \nCustomer: The app might have a problem like the zmodo app before \nCustomer: Check on your end not mine\nCustomer: That’s why I have 2 different app\nCustomer: Nobody wants to use 2 different apps \nCustomer: Are you there \nHuman Agent: There is not a general issue with the app and we have had no reports of anything like this with any other customers. At present it sounds as though you have not deleted the app as if it were deleted, you would not be able to just open it. We cannot check your phone remotely and if you are running into an issue where nothing happens when you tap on buttons in the app, the best option is to reinstall it. \nCustomer: Yes I did remove and delete the app then research and install it just open the app by itself \nCustomer: No option to install \nCustomer: maybe I’m first person to let you know \nHuman Agent: You said previously you did not have the option to install, just to open, then now said you did install it, but then just after said no option to install. If you do not have an option to install the app, it was not deleted. \n\nThat is unlikely for an issue of the magnitude you are suggesting. \nHuman Agent: It is also still working for us here as well which further suggests it is not likely to be a broader issue. \nCustomer: I tried to install like you said no option to install \nCustomer: the app open\nCustomer: I heard you I did delete the app but didn’t know why there’s not allowing me to install \nHuman Agent: Yes, you cannot reinstall it until the app is deleted from the phone. Here is an Apple link with further information on how you may delete apps. https://support.apple.com/guide/iphone/remove-or-delete-apps-iph248b543ca/ios\n\nAre you currently using the web app to speak with me or are you using the Zmodo app?\nCustomer: Zmodo app\nCustomer: I know how to delete the app and install my son was showing me before, I know exactly how to \nHuman Agent: Okay, if you have access to the Zmodo app, let's just do the other option I mentioned. You may either delete the camera from this app or have me delete it if you would like, then you can go to Me, then log out. Once logged out, you can choose to log in with mobile number, then log in with your phone number account instead of the email account you're currently using. Once logged in, you can then make sure your phone is on the same wifi as the camera, then hit the plus in the top right, then the Tap here to add it at the bottom to scan the network for that camera to add it to that account so you have them all on one account and are logged into that same account. \nCustomer: What’s do you mean I don’t understand make sure my phone is the same WiFi as the camera ?\nCustomer: Phone number ?\nHuman Agent: The camera on your account, bedroom, is currently on a wifi network as it is online. You would need your phone to be connected to that same wifi network when you go to add it to the other account (once you have deleted it from this one). \nCustomer: Ok but if you delete from this one I’m scared I can’t not reach out to you again \nCustomer: Too complicated I don’t know if I can do this\nHuman Agent: You would be logged out of this account, but once you log into the other account, you may reach out from that one if needed. Agents are currently on lunch (other than myself) though so they would not be available for another 5 minutes. At that point, once you're logged into the account under your phone number, you can start a chat and request an agent as long as it's been 5 minutes from right now. \nHuman Agent: Otherwise you may also reach out from the chat on zmodo.com or via email at support@zmodo.com as well. We also have callbacks available for future times as well if you'd prefer. \nCustomer: If I chart w/ different agent and they don’t know what going on Ang asks me all again \nHuman Agent: You may let them know to check the previous chat under your ivydolls@yahoo.com account."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Agent \nHuman Agent: How can I assist you?\nCustomer: Lately when I try to open the zmodo app everything is fine until I try to look at the no. When I push on any camera's events the app just hangs and keeps spinning. I then have to restart my phone and everything works fine a couple of times and then the same thing happens again. I've tried clearing the cash should I do anything else? \nCustomer: Look at the events\nHuman Agent: You can try uninstalling and reinstalling the app. You may also want to try viewing it on another phone or tablet to see if the problem happens on the other device, as well.\nCustomer: I did reinstall it. It works on my laptop but I don't have another phone to check \nHuman Agent: You can also try using a different app. You can try using the meShare app and see if it has the same problem.\nCustomer: Should I clear data also? Or just cache?\nCustomer: I like the zmodo app. It's been working for years until now \nHuman Agent: Yes, you can clear the app data.\nHuman Agent: The meShare app is going to work the same, it is just a different color than the Zmodo app.\nCustomer: Any other suggestions before switching apps?\nHuman Agent: No, I have already given you the things to try, and it seems like you have either already tried them or do not have another device to try to view the app on.\nCustomer: Ok thanks \nHuman Agent: You're welcome."]
["Customer: i purchased a used meshare camera on eBay when i tried to connect it i get a message saying it's still connected to a different account and to contact customer support for help \nCustomer: i need customer support for assistance \nCustomer: agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. If the camera is tied to another account we will have to go through the unbind process, for that I first will need all of the device ID numbers to see what kind of account they are tied to, the ID number will start with ZMD and be on a sticker on the device.\nCustomer: ZMD2413H9000263\nHuman Agent: I was able to look up this device and it is currently not boudn to anyones account, perhaps the seller removed it from the account already? If that's the case try and see if you are able to add it to your account now. \nCustomer: ZMD24I3H9000263\nHuman Agent: If you have any trouble where it says its still bound to an account just let me know. \nCustomer: its mot a 1 after the 4 its a i\nCustomer: i gave the wrong id number the first time \nCustomer: it's a letter i after the number 4\nCustomer: are you still there \nHuman Agent: Yep, thats a mistake many people make, we already correct for that, the camera I looked up was ZMD24I3H9000263\nCustomer: ok let be try it\nHuman Agent: Okay\nCustomer:  great thanks it's working now \nHuman Agent: Fantastic. Have a great day"]
["Customer: Troubleshooting\nCustomer: Im trying to connect one of my cameras and said This device is already bound to another account. Please delete it from that account, reset it, and try again.\nIf you do not have access to that account, please power off the device and contact support\nCustomer: D/static_file/0658655966_1_20241126093224.png\nCustomer: D/static_file/31afd91830_1_20241126093258.jpeg\nCustomer: I need to connect one. Of. My cameras \nCustomer: I don’t have access to the account \nCustomer: Camera id:ZMD14AFDA225632\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up this device to see what type of account it is currently bound to \nCustomer: Ok \nHuman Agent: it looks like this camera is bound to an account that was created with an email, I cannot gove you the full email but it is vi************@hotmail.com. Do you have access to that email at all?\nCustomer: I had lent the camera to a friend but he doesn't remember the account to log in to\nCustomer: and remove it from the account now. I need to program on my system and I can't\nHuman Agent: Okay, only way to remove it from that account is by going through the unbind process. This can be done in two ways, 1 is with the invoice from the purchase of the camera, or 2nd way is by unbind request, I would send an unbind request to the email of the account the camera is bound to, if we receive a response of approval or if there is no response after 30 days then I will unbind the camera and notify you. Do you have the invoice?\nCustomer: Is there anything that can be done to recover my device?\nHuman Agent: Only way to remove the devices is by going through the unbind process. Do you see my earlier message about that process?\nCustomer: Let me check if I can find the invoice \nCustomer: I buy the cameras from eBay long time ago \nHuman Agent: Okay, only option without the invoice then is to do the unbind request. What is the best email for yourself to keep in touch?\nCustomer: D/static_file/b91e01bd32_1_20241126094952.png\nCustomer: D/static_file/e61f055cba_1_20241126094958.png\nCustomer: D/static_file/29669e3bf9_1_20241126095002.png\nCustomer: That’s the. Invoice \nHuman Agent: I will also need the invoice to show the date of purchase, can you take a screenshot where it shows the date for me as well\nCustomer: D/static_file/2286c27a33_1_20241126095338.png\nCustomer: D/static_file/02270184df_1_20241126095348.png\nCustomer: D/static_file/a89a18628c_1_20241126095352.png\nCustomer: D/static_file/5eca8ce4c4_1_20241126095357.png\nCustomer: Purchase date may 16 2018 \nHuman Agent: Okay, perfect. I am able to do the unbind process for you now. \nCustomer: Thank you \nHuman Agent: I have now unbound the camera, you are free to set it up to another account now if you wish. \nCustomer: Ok thank you so much \nCustomer: For. You help \nCustomer: Im gonna try now \nHuman Agent: You're welcome, have a great day"]
["Customer: Hi, I bought a parir of Zmodo wifi cameras on eBay and they are bound to another account \nCustomer: 2\nCustomer: Hi I bought a couple of cameras on eBay and they are bound to the account I bought then From and the seller does not disconnect them from his account \nCustomer: I have the cameras with me and have the ids \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What are the IDs of the devices? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: D/static_file/15bf903c08_1_20250306154959.jpg\nCustomer: D/static_file/e1f112b892_1_20250306155021.jpg\nCustomer: Do you need me to write them down?\nHuman Agent: That's alright, I can see them there. One moment as I check on them. \nHuman Agent: Alright, thank you. Would you be able to provide the invoice or receipt from Ebay? \nCustomer: Let me look for it please. I purchased them a while back \nCustomer: D/static_file/05c00d7446_1_20250306155306.jpeg\nCustomer: Is that ok? \nHuman Agent: Can you hit see order details there to provide the order information?\nCustomer: D/static_file/0ce08858c6_1_20250306155351.png\nCustomer: D/static_file/8869fe360e_1_20250306155355.png\nCustomer: eBay will not let me go into the listing because it was on September 2023 that I purchased them \nCustomer: And never got around to installing them \nHuman Agent: That's alright, one moment. \nHuman Agent: Thank you for your patience. The devices have been unbound and may freely be added to your own account now. \nCustomer: Both of them?\nHuman Agent: Yes. \nCustomer: Perfect \nCustomer: Thank you for your help \nHuman Agent: No problem, let me know if you would need any assistance with set up. \nCustomer: I think I have that. I use the Zmodo cameras for my home. I have 4 of them already set up \nHuman Agent: Okay. \nCustomer: Thanks again \nHuman Agent: No problem, have a great day! \nCustomer: You too"]
["Customer: Can i call\nHuman Agent: There is not a phone number that you can call. You can tap on Schedule Call to make a callback appointment.\nHuman Agent: There is not a phone number that you can call. You can tap on Schedule Call to make a callback appointment.\nCustomer: Can you answer my questions\nHuman Agent: How can I assist you?\nCustomer: I have 4 devices where  conected with my cameras but 2 they no longer live on my house\nCustomer: How can i stop them keek seen mi on their phones\nHuman Agent: You can change the password to your account to log out other devices. It will not be immediate, but within a couple of hours it will log out the other devices."]
["Customer: My device is set up to a different email account but I forgot the password to it. Can we switch my device to this account\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the old account?"]
["Customer: not allowing me to view multiple cameras on the computer\nCustomer: there is no setting tab when viewing on the computer\nCustomer: is there a different app i can download\nCustomer: no, on my computer\nHuman Agent: Hello, you've reached customer care, my name is Kylie. There is not a multi viewing option on the web app, you would have to use the Mobile app if you wish to multi view."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Notifications\nCustomer: Can I change the phone number on my account for notifications \nCustomer: Live agent\nHuman Agent: You cannot change the phone number used to log in to your account. If you want to change your log in information, you would need to delete the cameras from the account, then create a new account and connect the cameras to the new account.\nCustomer: Then it would set up by phone number?\nHuman Agent: If you use a phone number account, then you would log in with a phone number. If you use an email address, then you would log in with an email address. If you are creating a new account, then you would use an email address.\nCustomer: I want to use my new phone number for my account. Please confirm this is not possible?\nHuman Agent: You cannot create a new account with a phone number. If you want to create a new account, then you will use an email address.\nCustomer: Oh that sucks. You’ll lose so much business from this. It’s unfortunate. Thanks! \nHuman Agent: It would work exactly the same way that the phone number account does. You would just log in to the app using an email address. You would still view the cameras on the app on your phone or tablet and you would still receive notifications the same way.\nHuman Agent: There is not any change to the function or use of the cameras or app."]
["Customer: We changed our Internet and now the cameras won't connect to the new Internet. When I go to the settings there is not an option to change wifi \nCustomer: When I try that they won't connect to my phone\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. There do not seem to be any cameras on this account. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: I will look it may take me a few minutes to grab them. I can't buy cloud either. Is that why I have no wifi settings? \nHuman Agent: No, cloud is an optional recording service and is not related to cameras being online. You would set cameras up by going through setup as you did when you first connected them. \nCustomer: Yes\nHuman Agent: Okay. \nCustomer: It says this device is linked to another account \nHuman Agent: What is the ID of the camera? \nCustomer: Zmd17ltih800805\nHuman Agent: Thanks. This is bound to an account that starts with ba and is at centurytel.net, is that familiar to you?\nCustomer: Yes that is me \nCustomer: barry048@centurytel.net\nHuman Agent: Okay, you'll want to log out of this account and log into that account then if you have access as it appears that is the account your cameras were set up onto. \nCustomer: How do I log out\nHuman Agent: You're welcome to connect the rest though using the QR setup before then if you'd like in case you have any trouble though. \n\nTo log out you would go to the Me tab of the app and then choose to log out. \nCustomer: Thank you \nHuman Agent: If you choose to set up the others first, you can follow the instructions below. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nHuman Agent: No problem! \nHuman Agent: We will be closing in 10 minutes at 6pm CT. I would be happy to continue to assist you until then, but the chat will close at that time. If you would like a callback, you may schedule one via the button below. If you would prefer an email follow up instead, please let me know and provide an email you would like me to reach out on tomorrow."]
["Customer: Is there an easy way to sync cameras to another mobil device?\nCustomer: I tried that and it scans for devices but takes me right back to the same screen \nCustomer: K thanks \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Do you mean you're trying to use the devices on a second phone? You could either log in using the same account there or if you want to limit access they can create their own account and you can share the devices over."]
["Customer: Set up\nCustomer: How to update my account email \nCustomer: Customer service number \nCustomer: Agent\nHuman Agent: There is not a way to change the email address used to log in to an account. You would want to remove the devices from the account you have them setup on and then you can connect them to a new account with the new email address you want to use."]
["Customer: I need help resetting my password. I don't remember my old password\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You may also do the password reset from user.zmodo.com. If you do not immediately see the code in your inbox, please make sure to check spam as well in case it ended up there."]
["Customer: Can I view my cameras from a web browser"]
["Customer: Set up\nCustomer: Trying to set my second camera up \nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Yes\nHuman Agent: What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Yes I’m still here\nHuman Agent: What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \n\nCustomer: I have set up see the camera to the other one but can’t name it \nHuman Agent: I'm unsure what you mean. Can you elaborate? \nCustomer: I have one camera set and have the other set and want them on the same one \nHuman Agent: You want them on the same what? \nHuman Agent: I do see you have two cameras online and on your account currently. \nCustomer: On the same app  zomodo\nHuman Agent: Both are on the same account and would show up in your app. If you do not see both you can close your app and then reopen it. \nCustomer: Ok why the one I set have the wrong time on the picture \nHuman Agent: You can change the time zone of the camera by going to devices, tapping on the device, then tap where it shows the device name and ID, then select the time zone option. There is also a name option there so you may rename it."]
["Customer: Troubleshooting\nCustomer: I have two cameras that I’m unable to reset do to not having access to the account \nCustomer: I need to add two cameras to a new account \n\nCustomer: I don’t have access to that acct \nCustomer: So what do I need to do \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device IDs of the cameras you are trying to set up? The ID starts with ZMD and it can usually be found on a sticker the bracket or camera under a barcode.\n\n\nCustomer: Ok just a second I’ll get them \nHuman Agent: Thank you \nCustomer: ZK8BFS23NM\nHuman Agent: The ID starts with ZMD and it can usually be found on a sticker the bracket or camera under a barcode.\n\nCustomer: I’ll get the other one now\nHuman Agent: ZK8BFS23NM is the FCC ID which is not the ID I need. \nCustomer: Hold \nCustomer: 2MD16LR17208405\nCustomer: Or is it the Model number you nedd\nHuman Agent: ZMD16LRI7208405 is what I needed, could I have the second one? \nCustomer: I can’t access that one right now it’s high on my house and I can’t reach it at the moment \nHuman Agent: Okay, do you have the receipt for the purchase of the devices? \nCustomer: They’re both on same acct \nCustomer: No it was purchased through an agency for me \nCustomer: Domestic violence agency purchased them \nHuman Agent: Okay the only option if you do not have access to the account or the receipt, is for us to contact the current account the cameras are on. We will request that they delete the cameras from the account or give us permission to remove them from the account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will contact you. What is the best email to reach you?\n\nCustomer: Christine.macias1@gmail.com\nCustomer: Thank you so much \nHuman Agent: No problem I will start that process now. Is there anything else I can answer today? \nCustomer: Not right now thank you \nHuman Agent: I hope you have a great day!"]
["Customer: I need to log every one out of my account\nCustomer: Nope didn't work\nCustomer: 1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Sometimes it can take multiple password resets Before all other users are logged out from an account\nHuman Agent: That is the only way there is to log someone out from the same account. You can delete the cameras from this account and create a new account and add them to that, that would be the only other option."]
["Customer: I can’t share my cameras with another zmodo user, can you help me with this.\nCustomer: I am trying to share my cameras with another Zmodo user. I go thru the process, send the link with their email and they can’t receive the link on their Zmodo app.\nCustomer: It’s not rocket science..I spelled it out twice.\nCustomer: Hello!\nCustomer: Can you answer my question?\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the account you are trying to share it to? \nHuman Agent: They might need to sign out and sign back in to refresh the app. \nCustomer: Debbialexander@yahoo.com\nHuman Agent: They need to make an account with that email before you share it. Currently there is no account with that email.\nCustomer: Can you check another email?\nCustomer: Debbisuealexander@gmail.com\nCustomer: Same person, different email.\nCustomer: Are we finished, do I need to get another chat person?\nHuman Agent: No account with that email. They need to create the account for the share to trigger. \nCustomer: Thank you..\nHuman Agent: Once the account is made and you share the device, they will get a pop on the app saying X friend has share device name would you like to view it."]
["Customer: Hi \nCustomer: Hello, how do I activate the microphone\nHuman Agent: Hello, The cameras currently on the account you have here are all outdoor bullet cameras and do not have a microphone \nHuman Agent: if you desire a camera with a microphone our Indoor mini cameras have that feature, they are for indoor only though."]
["Customer: Can you fix your app? I can't view any of my cameras live. I've done everything you've told me to do. And it has to be on your end. Please fix it thank you\nCustomer: -1\nCustomer: I have already done all of that\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see if your cameras show as online or offline. Did you use an Email or a phone number to create your account? \nCustomer: Not sure.\nHuman Agent: Okay, When you go to the device list do you see any of the cameras there?"]
["Customer: I bought a camera on ebay.\nI HAVE A BLUE LIGHT\nID Number.\nThe camera is connected to another account.\n\n\nZMD33D544257251\n\nORDER NUMBER.\n02-12767-69225\nCustomer: ZMD33D544257251\nORDER NUMBER 02-12767-69225\nHuman Agent: Hi my name is Wendy.\n\nPlease attach your receipt here for the camera.\nCustomer: I already recieved the camera.\nBut it's attached to another number.\nNeed to delete that account..\nI already have a blue light on the camera \nCustomer: D/static_file/3e3c76c384_1_20250310163044.jpg\nCustomer: Here is  a picture\nHuman Agent: Could you provide a link to the eBay listing? Does it list the device ID?\nHuman Agent: or show a picture of it?\nHuman Agent: Could you provide the entire eBay receipt showing the order date?\nCustomer: Devise ID \nZMD33D544257251\nHuman Agent: Thanks for the device ID again.  Could you please attach a screenshot of the entire eBay receipt/invoice showing the order date?\nCustomer: Order date. Feb 25, 2025 at 8:10PM\nOrder number. 02-12767-69225\nTOTAL $19.67\nSOLD BY you found it 1\nHuman Agent: II would need to see a screenshot of the order\nCustomer: D/static_file/ec7b4b0ad1_1_20250310164206.jpg\nCustomer: Here is a picture\nHuman Agent: One moment please\nHuman Agent: I am checking to see if this receipt is enough to unbind camera ZMD33D544257251.  It may take a few minutes before I know if it can be unbound with this receipt.  Could you please provide your email? I can email you as soon as I have more info\nCustomer: riosramiro99@yahoo.com\nHuman Agent: Okay thank you.  You can wait here on live chat if you would like otherwise I will just email you as soon as I have more info\nCustomer: I will wait on live chat\nHuman Agent: ok - The chat will time out after 7 minutes with no activity.  I will send you a reply here if I have a response before then\nCustomer: Ok\nCustomer: Yes I'm here\nHuman Agent: Me too, I have not yet had a reply I am still waiting.  \nHuman Agent: If you prefer, I can email you after I get the answer\nCustomer: I can wait another 7 minutes \nHuman Agent: ok\nHuman Agent: The camera can be unbound. What is your Zmodo app account username? email/phone? I can bind the camera to your account.\nHuman Agent: Are you wanting the camera connected to email riosramiro99@yahoo.com?\nCustomer: riosramiro99@yahoo.com\n714-483-8321\nHuman Agent: okay one moment\nHuman Agent: ZMD33D544257251 is now connected to \triosramiro99@yahoo.com -if you refresh the app or log out and back to your email account you will see the camera online\nCustomer: Ok. Thank you.\nI now have a picture\nHuman Agent: Wonderful. Is there anything else I can help you with for now?\nCustomer: Thank you.\nHave a nice day...\nHuman Agent: No problem, have a nice day as well!"]
["Customer: I have a camera that I need to delete from an older account \nCustomer: I no longer have the old account \nCustomer: 1\nCustomer: Can you help me delete my camera from an old account \nCustomer: I no longer have the old account \nCustomer: Please can you help me make this camera work \nCustomer: It was setup a few years ago at my apartment but now I’m in another location and don’t have the old WiFi anymore \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Zmd14g3e2264581\nCustomer: I have a second camera \nZmd14g3e2264194\nCustomer: Is that what you need \nHuman Agent: Thanks. Based on the current account, we were able to go ahead and remove them in this case. Typically we would require the invoice or would otherwise need to follow other procedures, but the email on the current account is not valid so we were able to proceed with removal. You may now set them up on your own account. \nCustomer: Thank you so much \nHuman Agent: No problem, is there anything else I can assist you with?"]
["Customer: Agente \nCustomer: Saludo  me dijeron que hoy ya podía usar mi cámara \nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?\nCustomer: Saludo  me dijeron que hoy ya podía usar mi cámara \nCustomer: ?\nHuman Agent: ¿Quiere decir que se envió previamente una solicitud de desvinculación para la cámara?\nCustomer: Si\nCustomer: Me dijeron que para hoy iban estar lista para usar \nHuman Agent: Bien, encontré la solicitud de desvinculación ahora, déjame asegurarme de que haya pasado suficiente tiempo y de que nadie haya respondido, un momento.\nCustomer: Ok\nHuman Agent: Las cámaras ahora se han liberado correctamente, ahora puedes agregarlas a tu propia cuenta libremente.\nCustomer: La puedo agregar  a esta misma cuenta \nHuman Agent: Puedes agregar las cámaras a la cuenta que quieras.\nCustomer: Son 3 Camara\nHuman Agent: Sí, eso es correcto.\nCustomer: Ok gracias \nHuman Agent: no hay problema, que tengas un buen día"]
["Customer: Cameras were supposed  to released from my old account  on the 13th and never got a call \nHuman Agent: Hello, you've reached customer care, my name is Kylie, Let me look your account, one moment.\nHuman Agent: We dop not call people when their devices are unbound, I looked up the devices and there were two cameras that we sent the unbind request for from the other account, they are currently unbound and not tied to an account at all\nCustomer: No\nHuman Agent: You are free to set up the cameras and add them to another account if you wish.\nCustomer: It was all four cameras\nCustomer: Not 2 so all four need unbound  and he said he would call me that day \nHuman Agent: There are no cameras tied to the old account, are you able to send me the ID numebrs of all 4 cameras for me to double check that they are all unbound\nHuman Agent: We do not call people when devices are unbound. \nCustomer: I can send 3 the other  is up outside\nHuman Agent: Okay, no problem, after you send each ID number I can check if they are also unbound.\nHuman Agent: We will be closing at 6PM central time which is in 5 minutes. I can follow up via email if you prefer, Send a callback scheduler so you can schedule a callback for tomorrow or we can just chat until 6PM what would you like to do?\nCustomer: D/static_file/2e06d80bec_1_20250217175715.jpg\nCustomer: D/static_file/28596cc689_1_20250217175828.jpg\nCustomer: D/static_file/fd79b83fdc_1_20250217175839.jpg\nHuman Agent: That first camera is not bound to an account at all.\nHuman Agent: I cant make out the ID number on the second camera very well\nHuman Agent: The third camera is not bound to any account.\nHuman Agent: We are currently unavailable for live chat support, but you can reach out to us via email support@zmodo.com. Our new hours of availability are:\n\nMonday to Friday: 9am to 12pm and 1pm to 6 pm CST\nExcluding Holidays\n\nYou may also contact the chat outside of our hours again to speak to our AI chatbot Mira who can assist with some troubleshooting. I've also sent a callback scheduling form where you can click the button in the chat in order to schedule a callback for a future date if you'd prefer.\n\nThank you for understanding."]
["Customer: Troubleshooting\nCustomer: I forgot an account how I recover\nCustomer: I forgot which email use\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: I found the email I use for my camera. How can I switch it to my new email?\n\nCustomer: Contact support\nCustomer: Hey, I’ve remembered the old email the porters 1515 how can I update it to my new email?\nHuman Agent: You cannot change an email address used to log in to an account. If you can log in to the account, then you can delete the device from the account and then you can set it up on a new account."]
["Customer: Troubleshooting\nCustomer: I want to change my notification to my phone number and not to email. How??\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  The motion alert notifications alert you on your smartphone from the app.  There isn't a way to text alerts.\nCustomer: How to get notifications of events on my phone\nHuman Agent: Are notifications turned on or off in the app?\nHuman Agent: Notifications should be on\nHuman Agent: also make sure you do not have a do not disturb feature turned on, on your phone that would prevent you from receiving the alerts\nCustomer: On but where do I enter my phone number si I can get notifications\nHuman Agent: Alerts only go through the app\nHuman Agent: there isn't a way to setup alerts to go directly to your phone\nCustomer: Ok thanks\nHuman Agent: you're welcome"]
["Customer: I need to talk to someone by phone about a system i bought\nCustomer: agent\nCustomer: i bought a camera system and the previous owner cant remember or is unwilling to provide login information so I can access the cameras.\nHuman Agent: Could I have the device ID of the camera system you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: zmd13dheb000106\nHuman Agent: Is it just that NVR or do you have any cameras with it?\nCustomer: I have cameras with it. it is all set up in the business i purchased last week.\nHuman Agent: Alright, can you get the Device IDs from the cameras?\nCustomer: where is that?\nHuman Agent: It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: zmd13die6001922\nCustomer: looking at the other cameras, they have different numbers\nHuman Agent: Yes, each camera has a unique Device ID.\nCustomer: do you need all of them?\nHuman Agent: Yes, could I please have the other Device IDs?\nCustomer: zmd13dfe6002866\nCustomer: zmd13dhe6001715\nCustomer: zmd13dhe6001719\nCustomer: zmd13die6000310\nHuman Agent: That looks like 5 cameras so far. Are there any others?\nCustomer: zmd13die6001770\nCustomer: zmd13dfe6002869\nCustomer: theres one more.\nCustomer: zmd13dhe6000274\nCustomer: thats all of them I believe\nHuman Agent: As theses cameras and NVR are already bound to another account I can send an Unbind Request. I will contact the previous owner and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: greatpyr_2001@yahoo.com   I have concerns about them accessing the cameras and watching our business without my permission. This doesn't seem right to me. They were part of the purchase. I need access to them now, not 30 days from now.\nHuman Agent: I will send the Unbind Request for the devices. Unfortunately we cannot unbind the devices earlier without an invoice or order information from the purchase of the NVR and cameras or permission from the account owner. \nCustomer: this just seems not legal. I purchased the business and the security cameras were part of the sale. the sale took place last thursday and the previous owners have not replied to my requests to get the info needed so I can have access to the cameras. It is my business now and the previous owner is essentially spying on me and the business and there's nothing I can do about it? I think you need to transfer ownership of the system to me today so I can lock them out. there are laws against spying on people.\nHuman Agent: I understand you bought the business and the cameras, however, we are not involved in any way in that sale. We have our own procedures for unbinding devices from accounts that they are bound to. We would need the invoice from the purchase of the cameras, permission from the account owner, or we would have to wait 30 days for no response to the Unbind Request."]
["Customer: I tried what Wendy told me but it says the device is already connected to another Ccount. \nCustomer:  Don't have access\nCustomer: No it's the email account\nCustomer: Get me a live person PLEASE\nCustomer: Agent\nCustomer: TY\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Yes ZHJXY1D\nHuman Agent: That looks like a Model, not the Device ID. The Device ID is likely on the stand of the camera.\nCustomer: ZK8BFS23Nm\nCustomer: OK I found it\nHuman Agent: That is the FCC ID, not the Device ID.\nCustomer: 2MD13DSE2203273\nHuman Agent: Thank you.\nCustomer: Z\nHuman Agent: That camera is setup on a @outlook.com email address and the first two letters are \"ma\". Do you recognize the email address? If you do, then do you have access to that email address?\nCustomer: Yes that was mine but I don't have access anymore ger\nCustomer: It was Mayorofville54@outlook.com\nHuman Agent: If you do not have access to the email and you cannot log in to that Zmodo account, then we have a couple of options.\nHuman Agent: First, do you have the invoice or order information from the purchase of the camera?\nCustomer: I have had this camera for a very long time and do not have any of that but I love this little camera it has been so reliable\nHuman Agent: As this camera is already bound to another account I can contact the previous account and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: I am the other accou t person\nCustomer: That was and is my email also\nCustomer: If you want to try to send me an email to maraville.Fis the mirror of veil54@outlook.com.I will see if I can get in there and answer you\nHuman Agent: I understand. We have to send the Unbind Request to the email address on the account. What is the best email to reach you when the camera is unbound?\nCustomer: I am the person on the Mayorofville54@outlook.com account\nHuman Agent: Okay, so I am sending the Unbind Request to the email address on the account. But you said that you do not have access to that email address, so I would need another email to contact you at to notify you when the camera is unbound.\nCustomer: There is no one else but me on that account\nCustomer: Send it and I will respond\nHuman Agent: If you have access to that email address, then you can reset the password and log in to the account directly.\nCustomer: I had to delete everything in that account due to not having enough storage \nCustomer: 3rd I got your email\nHuman Agent: Okay, so you do have access to the email address. You said initially you did not, which is why i did not suggest resetting the password to your account.\nCustomer: There is no edit beside my devices\nHuman Agent: Can you on Me at the bottom right corner and tell me what email address you see at the top?\nCustomer: I do now but want to change emails\nCustomer: Can I what\nCustomer: Can I \"on me\"  what is that please\nHuman Agent: Can you tap on the Me tab at the bottom right corner of the app and tell me what email address you see at the top?\nCustomer: Yes hold please\nCustomer: It does not show at bottom but at top it is hintyjan@gmail.com\nCustomer: That is my email also\nHuman Agent: Yes, at the top, not at the bottom. So you are not logged in with the Mayorofville54@outlook.com so you would not see the device there. You will want to log out and log in with that email address to see the camera and remove it from the account.\nCustomer: I'll try thanks\nCustomer: Thanks for your patience and help\nHuman Agent: You're welcome."]
["Customer: How do I delete my account so I can return the camera \nCustomer: How do I delete my account \nCustomer: Agent \nCustomer: Agent \nCustomer: Agent \nCustomer: -1\nCustomer: Agent \nHuman Agent: I will send you an email with our Data Subject Rights form that you can fill out and then we will forward it to delete the account."]
["Customer: Bought 2 new 1080p outdoor cameras. Can’t download app and set up account. Used your service couple years ago and had zero problems\nCustomer: My old account was terminated and the camera was left and sold with the house. I now have new cameras just bought from Zmodo and need to open new account\nCustomer: How about a real person to speak with as you are not understanding \nCustomer: Agent\nCustomer: Hello\nCustomer: Agent\nHuman Agent: Alright, have you gone to the app store and searched for the Zmodo app or the Smartz Eaze app?"]
["Customer: Troubleshooting\nCustomer: agent\nHuman Agent: How can I assist you?\nCustomer: my old camera is attached to an email i cant remember i need it reset to add it to my network \nCustomer: i have the purchase invoice from amazon \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: yes one moment\nCustomer: ZMD17G8IG908304\nHuman Agent: Alright, let me take a look. Could you send a screenshot of the invoice from Amazon?\nCustomer: one moment \nCustomer: D/static_file/9b2ec185c2_1_20241021144830.jpg\nCustomer: there ya go\nHuman Agent: Alright, let me take a look.\nCustomer: D/static_file/94cc7b9e23_1_20241021145027.jpg\nCustomer: another 4 pack i had purchased \nHuman Agent: You only gave me the Device ID for one camera. What is the second order invoice for?\nCustomer: i have other zmodo cameras the one i sent the id for is the one i need reset \nHuman Agent: Okay, so you do not have any issue with the cameras from the second invoice that you sent?\nCustomer: no\nCustomer: i just need the one reset so i can add it. i tried earlier and it connected fine but said it was registered to a different email\nHuman Agent: Okay, then I will just worry about the first image. Please give me a couple of minutes to check it and verify the information.\nCustomer: i just dont remember what email\nHuman Agent: It is setup on a @gmail.com email address and the first two characters are \"sh\".\nCustomer: shirldfarris?\nCustomer: shirldfarris50@gmail?\nHuman Agent: That is not the email address for the account. It also looks like the invoice that you sent a picture of is for the camera that is already setup on your current account.\nCustomer: shirldrafford50@gmail?\nHuman Agent: No, that is not the email address.\nCustomer: i let my grandmother use one of them after she had someone smash in a window trying to get in her house\nCustomer: she has early onset dementia and cant remember what email she used\nCustomer: that why i sent 2 invoices i have purchased at least 6 maybe more of your cameras\nHuman Agent: Okay, do you have any other order invoices for the indoor cameras?\nCustomer: one moment \nCustomer: D/static_file/ea83cecd6d_1_20241021145855.jpg\nCustomer: im not sure which \nCustomer: D/static_file/601cceacc3_1_20241021145951.jpg\nCustomer: the camera was connected to my account at one point \nCustomer: this one i believe\nCustomer: if you can see device account history\nHuman Agent: Well that one is even earlier, and is possibly a 720p camera, so that would not be for the camera. The camera that you sent the Device ID for was setup much later.\nHuman Agent: No, the camera has not been setup on the mf1566243@gmail.com account.\nCustomer: let me check my other amazon account order history...\nCustomer: can you tell me what the last 2 numbers in the email is?\nCustomer: im having trouble finding that particular invoice\nCustomer: i have all of shirlds info though\nCustomer: vicky shirld rafford farris 18724 Marston Road Laurel Hill, NC 28351\nHuman Agent: No, I cannot give any more information about the email address that I have already given.\nCustomer: if i take the camera to her network and connect it then can you reset it?\nCustomer: its next door\nCustomer: radford im sorry \nHuman Agent: It is not about the Wi-Fi network that it is connected to. It is about the account that it is connected to.\nHuman Agent: As this camera is already bound to another account I can send an Unbind Request. I will contact the previous owner and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: so if she were to contact you would that work?\nCustomer: she can not remember the email that was used\nHuman Agent: When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you.\nCustomer: ok you can use the email attached to this account \nCustomer: shirldfarris42@gmail?\nCustomer: is that the one registered with the camera?\nHuman Agent: No, it is not that email address. I am getting the Unbind Request email sent now. Do you have any questions?\nCustomer: no ty for your help\nCustomer: happy halloween have a good night\nHuman Agent: Thank you. You have a good day, too."]
["Customer: We’re getting thumbnails to other orioles cameras on our motion detection alerts\nCustomer: Live agent\nCustomer: Agent\nCustomer: Is your system compromised \nCustomer: We’re getting thumbnails to other orioles cameras on our motion detection alerts\nCustomer: Cameras *\nCustomer: Other people’s cameras \nCustomer: We are getting thumbnails to other users cameras on our alerts \nHuman Agent: Hello, you've reached customer care, my name is Kylie. No, we had a bug occur earlier today after an update was done by developers to the alerts/event section where alerts were sent incorrectly for events. Our IT team was notified and they resolved the issue but the events that were having the bug are still persisting for customers,  Are you able to refresh the event list and see if they disappear?\nHuman Agent: to do that just pull down from the top of the event section and let go to cause the refresh."]
["Customer: Set up\nCustomer: The cameras indicate it's registered to another account \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the devices that are saying they are bound to another account, can you send me the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid."]
["Customer: HI\nCustomer: I CAN'T RESET MY WI FI CAMERA ZMODO\nCustomer: OK\nCustomer: HOW CAN I RESTORE IT AGAIN?\nCustomer: OK\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. It will not have any dashes. \nCustomer: ZMD19H21HA06629\nHuman Agent: Thanks. Is this a first time setup and is it currently blinking green?\nHuman Agent: Ah, I think I found it. Was it possibly ZMD19H2IHA06629 instead?\nCustomer: YES\nHuman Agent: Okay, that device is already online, but it is on a different account where the email starts with ca and it is at gmail.com, is that familiar to you at all?\nCustomer: I WAS CONNECTED BUT SOMEONE TOUCHED THE APP AND REMOVED IT NOW IT WON'T LET ME ADD IT BECAUSE IT SAYS IT'S ALREADY ON THE DEVICE AND THAT I SHOULD REMOVE IT FROM THE APP BUT IT'S NOT HERE\nHuman Agent: Right, again it is on the other account I mentioned. Is that email I provided a hint for familiar to you at all?\n\nCustomer: THAT WAS THE PERSON WHO INSTALLED IT, BUT I WANT TO PUT IT IN MY EMAIL\nHuman Agent: Do you have the invoice from the purchase of the device?\nCustomer: NO\nCustomer: MY AUNT WAS THE ONE WHO BOUGHT IT IN THE UNITED STATES AND BROUGHT IT TO THE DOMINICAN REPUBLIC TO INSTALL IT IN HER HOUSE\nHuman Agent: Okay, in that case I will have to reach out to the account holder to request permission to unbind the device. They'll have 30 days to reply. If they reply and approve or do not reply in 30 days, the device will be unbound. If they deny the request, we would not be able to proceed. Was this the only camera you needed unbound? \nCustomer: BUT TO THE EMAIL OF CARLOSINOA3223?\nHuman Agent: The request would be sent to the current account email, yes. Was this the only camera you needed unbound? \nCustomer: OK\nHuman Agent: Was this the only camera you needed unbound?\nCustomer: ALL WITHOUT TYPE TO THAT ACCOUNT\nHuman Agent: Are you meaning you want all cameras on that account unbound?\nCustomer: I WANT TO TIE IT TO THE ACCOUNT OF carinaroquez08@icloud.com\nHuman Agent: Okay, but are you saying you want me to request all cameras on the other account be bound, not just this one you gave the ID for?\nCustomer: I DIDN'T UNDERSTAND\nHuman Agent: Is the ID you gave me the only camera you're wanting access to or were there other devices you also wanted to request be unbound?\nCustomer: I WANT TO UNLINK THE CAMERAS FROM THE ACCOUNT OF THE INSTALLER AND REGISTER MY ACCOUNT\nHuman Agent: Just that one camera though or were there others you wanted to unlink as well?\nCustomer: YES THERE ARE 4 CAMERAS OF WHICH ONLY THE ONE I GAVE YOU CANNOT BE SEEN, BUT VIEWING THE APPLICATION THERE IS ANOTHER ONE THAT IS WITH THE INSTALLER'S ACCOUNT\nHuman Agent: Okay, so you're saying there are two on that other account you want unbound?\nCustomer: YES\nHuman Agent: Okay, and then once the process is done, I will reach out to you via email to let you know the result via carinaroquez08@icloud.com. Is that alright?\nCustomer: BUT YOU CAN SEE HOW MANY CAMERAS ARE WITH THAT CARLOSINOA EMAIL\nCustomer: OK\nCustomer: WHEN DO I HAVE ANSWERS?\nHuman Agent: As I mentioned they will have 30 days to reply. So if they reply, it could be sooner, but otherwise the process may take up to 30 days. \nCustomer: Would you send the email to Carlos today?\nHuman Agent: The email has already been sent to the current account holder. \nCustomer: ok\nCustomer: I'll talk to him so he can respond.\nHuman Agent: Okay. Is there anything else I can help you with for now? \nCustomer: no \nHuman Agent: Okay, have a good day! \nCustomer: thank you"]
["Customer: Why does the sharing function not work\nCustomer: -1\nCustomer: Customer service \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Does the person your trying to share with have an account already created with the email you are trying to send the share request with?\nCustomer: I’ve tried all the recommendations and nothing makes the sharing function work. \nCustomer: No; I’m sending the request to their phone number\nCustomer: It says use either \nHuman Agent: How the sharing works is it looks in our system for an account made with the email then in the app it delivers the share request that they then accept, it doesn't send the share request to the email itself at all.\nCustomer: What about the phone number option it shows\nHuman Agent: No, a logn time ago people sued to be able to create accoutns with phone numebrs or emails, thats not an option anymore so unless the other person made ana ccount with the phoen numebr a long time ago thats not what you would use.\nCustomer: The sharing is with other family members they don’t live with my elderly mother; so they have to crest an account and then we send the sharing to that email? Can they crest an account without having cameras?\nCustomer: Create \nHuman Agent: Yes you would have them make an account with an email then send them a share request after that, they then in their app accept the share request.\nCustomer: Okay, thanks \nHuman Agent: No problem, any other questions before we go today?"]
["Customer: Nombre puede eliminar la cuenta de zmodo \nCustomer: Cual es soporte al cliente  donde me dirijo \nCustomer: \"Agente\"\nCustomer: \"Agente \"\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?\nCustomer: Como hptss%elimino la cuenta  de la camara wuifi \nHuman Agent: ¿Indulto? ¿Quieres eliminar cámaras de otra cuenta?\nCustomer: Si eliminar la camara de mi cuenta  y no se puede por la aplicacion  dice que tiempo  de espera  pasado pasado \nHuman Agent: Si ha iniciado sesión en la cuenta, debe hacer clic en Live en la cámara, hacer clic en el engranaje de configuración en la parte superior derecha, hacer clic en los tres puntos en la parte superior derecha y luego elegir eliminar."]
["Customer: How can I delete my account\nCustomer: Agent\nCustomer: Agent\nHuman Agent: cI will send an email with our Data Subject Rights form that you can fill out to the email on your account. You can complete the form and return it and then we will get your account deleted.\nCustomer: Ok thank you \nHuman Agent: You're welcome. I have sent the email. You will just want to reply to the email with the completed form."]
["Customer: Remove device from old account \nCustomer: Live agent \nCustomer: I old email account with the linked devices is a non working email and I no longer have access to it nor do I know the password \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the devices ID numeber, It will be on the cameras sticker and start with a ZMD\nCustomer: There is no number \nCustomer: This camera has been installed by the previous owner and we did have the information but have misplaced it \nHuman Agent: I will not be able to look up the device properly unless I have the ID number, All of our cameras have stickers on them with the Model and ID number, sometimes this sticker is on the bracket instead of on the camera directly, are you sure you don't see anything? \nCustomer: One moment\nHuman Agent: Okay\nCustomer: Hi\nCustomer: I doing the number \nHuman Agent: Okay\nCustomer: D/static_file/0ed29963e8_1_20241125114133.jpg\nCustomer: D/static_file/19584fc8d9_1_20241125114200.png\nHuman Agent: Okay, let me look up both of these devices, one moment\nHuman Agent: I found the account for both devices, looks like it was created with an email. To remove the cameras from the account we have to go through what is called the Unbind process. For that I am going to send an unbind request to the email of the account the cameras are tied to, if we receive a response of approval, or if there is no response after 30 days then I will unbind the devices and notify you. What is the best email to keep in touch with you?\nCustomer: I no longer have access to that email \nCustomer: It’s inactive email \nCustomer: sophea_binh@hotmail.com no longer works \nCustomer: My name email is sopheabinh@yahoo.com\nCustomer: Can you unbind today so I can get the cameras set \nHuman Agent: Is the email no longer exists and bounces pack the Unbind request then we can also unbind the device, but we would still have to go through the unbind process. Only other way to unbind a device is with an invoice from the original purchase of the cameras but that wouldnt be possible for yourself if the cameras were there previously unless they gave you the invoice, if you do have that you can send a photo in the chat of it here. Otherwise the Unbind request is the only way. \nCustomer: I do not . Thank you I will proceed with the 30days process. Thank you . \nHuman Agent: I sent the unbind request and you are in luck! the email bounced back so I am able to do the unbind now, it will take me one moment. \nHuman Agent: I unbound both devices successfully, you can now add them to an account if you wish."]
["Customer: hi mira\nCustomer: i longer have the phone number i used to setup my  account\nCustomer: can you connect me to an agent\nCustomer: agent\nCustomer: hi grant, i no longer have the phone number associated with the account can you please assist\nHuman Agent: What is the phone number for your account?\nCustomer: 6025243248\nCustomer: can we please change it to 5624474241\nHuman Agent: Unfortunately, the phone number used to log in to an account cannot be changed. If you cannot log in to the app using your original phone number, then the device would need to be unbound from the account. Do you have the invoice or order information from the purchase of the NVR?\nCustomer: it was a gift\nCustomer: i have the box \nCustomer: and probably back in 2015? \nCustomer: i believe it was from amazon\nHuman Agent: As this NVR is already bound to another account I can contact the previous account and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: i'm the owner\nCustomer: i just don't have the phone number anymore\nCustomer: my email address is claudiamary717@gmail.com\nHuman Agent: I understand. If you are not able to log in to the account and do not have the invoice from the purchase, then we will have to send an Unbind Request.\nCustomer: i can log in but there is no spot for me to change the phone number\nHuman Agent: You would not change the phone number. You would delete the device from your account, and then connect it to a new account.\nCustomer: i tried that\nHuman Agent: Okay, when you log in to the app, do you see the NVR listed there?\nCustomer: yes, it says its shared from my old phone number\nHuman Agent: Okay, then that means you are not logged in with the old phone number. Are you able to log in to the app with the old phone number?\nCustomer: no, cause i don't remember the password\nHuman Agent: Alright, so that is what I was saying. Since you cannot log in to the account and do not have the invoice, then we will have to go with the Unbind Request to remove the NVR from that account.\nCustomer: and i can't reset it cause i dont have the number\nHuman Agent: I will get the Unbind Request sent to get that NVR removed from the account it is currently bound to. Do you have any questions about the Unbind Request process?\nCustomer: no\nCustomer: to ocnfirm i just have to wait 30 days cause you won't be getting a response? \nHuman Agent: If we do not get a response, then after 30 days we will unbind the device and contact you to let you know you can set it up on another account.\nCustomer: ok. ty\nHuman Agent: You're welcome.\nCustomer: will there be any confirmation \nCustomer: that i will receive \nHuman Agent: We will notify you when the system is unbound and send you instructions on how to connect it to your account.\nCustomer: ok ty\nHuman Agent: You're welcome.\nCustomer: yes\nCustomer: i believe that all i need \nCustomer: ty\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Is camera connected but not visible\nCustomer: -1\nCustomer: Is camera light is blue\nCustomer: Camera light is blue but camera is not visible for video\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Still not working \nCustomer: -1\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Camera is not sending video.Did not ask to name camera camera is connected but camera has no function for video\nCustomer: Zk8-bfs23nm\nHuman Agent: That is the FCC ID, not the Device ID. It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd14g8da221979\nHuman Agent: Thank you. That camera is connected to a different account. Have you setup this camera before? Or did you recently purchase or receive the camera used?\nCustomer: Yes I purchase it \nCustomer: I recently purchased 2 cameras \nHuman Agent: Alright, could I have the Device ID of the second camera, as well?\nCustomer: Yes\nCustomer: Zmd14g8da221971\nHuman Agent: Thank you. Do you have the invoice or order details from the purchase of the cameras?\nCustomer: Not with me\nCustomer: Purchase on ebay \nCustomer: I have the address of the place \nHuman Agent: As these cameras are already bound to another account I can contact the previous account and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: Nothingness 412 town ctr ne bella Vista ar 72714\nCustomer: Ok and then what \nHuman Agent: What question do you have about the Unbind Request? We would contact you when the cameras are unbound so that you can set them up on your account.\nCustomer: Agostino2424@yahoo.com\nHuman Agent: Thank you. Do you have any questions?"]
["Customer: How can I delete my account \nCustomer: Want to delete my account \nCustomer: Hello \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you wanting to know how to delete this account your contacting from or are you wanting to delete another account under a different email?\nCustomer: This one \nCustomer: Deactivate this one \nCustomer: The whole thing\nHuman Agent: Okay, for account deletion you would have to fill out and submit the account deletion form, I would send you this form via email, then once you fill it out you would send me back the form and I would review the info to make sure its all listed/correct then I would submit it to my supervisor for the account deletion process.\nHuman Agent: What is the best email for me to send you the account deletion form?\nCustomer: Landasoftball@gmail.com\nHuman Agent: Okay, One moment.\nHuman Agent: Sent you the account deletion form now. Any other questions before we end the chat?"]
["Customer: I want to delete my account and start over it would not allow me\nCustomer: What is the phone number to customer support\nCustomer: Agent\nCustomer: I am trying to delete my account and start over it will not allow me\nHuman Agent: Are you trying to delete an account? Or are you trying to remove devices from another account so you can set them up?\nCustomer: Remove devices from another account so I can set them up.\nHuman Agent: Could I have the Device IDs of the cameras you are working with?  Each Device ID should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: zmd1315sd9004615\nCustomer: zmd131rd9004864\nCustomer: correction : ZMD13IRD9004864\nHuman Agent: It looks  like the cameras are on a @aol.com email address and the first two characters are \"of\". Do you recognize the email address? If you do, then do you have access to the email address to log in to the account?\nCustomer: Can I delete them from there from that email?Address\nHuman Agent: If you are able to log in to the account with that email address, then yes, you can remove the devices from the account.\nCustomer: On the computer or on the phone\nCustomer: When I log into the phone it does not show media ability to delete the account\nHuman Agent: You would log in on the phone. When you log in, do you see the devices listed there?\nCustomer: yes...But it will not allow me to delete it\nCustomer: On the front screen it says no devices\nHuman Agent: Okay, I was asking because you are contacting me from another account. So I wanted to be sure you were logged in to the account that the cameras are on and not a different account. You can tap on the Live button for the camera. Tap on the gear icon in the top right corner. Tap on the three dots in the top right corner. Tap on the button at the bottom that says \"Delete Device\" or \"Remove Device\".\nCustomer: When I plug the device in it is solid blue.I clicked on the link and then I see the device but it will not allow me to delete it\nCustomer: I do not.\nHave a live button in the right corner\nHuman Agent: Oh, so you see it when you do a LAN Search in your app? That means you are not logged in to the account the cameras are setup on.\nHuman Agent: The cameras are on a @aol.com email address and the first two characters are \"of\". Do you recognize the email address? If you do, then do you have access to the email address to log in to the account?\nCustomer: That's why\nI'm contacting you... I logged into the email with the \"offer\"...... It does not give me that option- live button\nHuman Agent: Okay, can you tap on the Me tab at the bottom right corner of the app?\nHuman Agent: Then tap your email address at the top and can you tell me the Account Number that it shows there?"]
["Customer: Set up\nCustomer: Hello, I need to get my NVR reset I can no longer log into the account so I would like to start a new account\nCustomer: I have pressed the reset button on the NVR. I’m still not allowed to add it. It says it is still attached to an account.\nCustomer: I have already deleted that account so I no longer have access to it\nCustomer: So you’re telling me that this is trash now\nCustomer: I would like to be able to use this equipment that I paid a lot of money for\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID from the bottom of the unit? \n\nCustomer: ZMD12CT16000923\nCustomer: D/static_file/ac3657dd3b_1_20241031133435.jpg\nCustomer: Do you think you will be able to help me?\nHuman Agent: This unit is linked to a phone number account ending in 958. Do you no longer have access to the phone number/ \nCustomer: I have that phone that is currently my number\nCustomer: Just let me know what I need to do\nHuman Agent: You need to sign in with that phone number instead of the email to see the device."]
["Customer: I want to change my login \nCustomer: No the email I want to use a different email \nCustomer: Yes I need to update account info \nCustomer: It’s not letting me edit account number or login I’d \nHuman Agent: Hi my name is Wendy.\n\nUnfortunately, it is not possible to change the account email address since that's the actual account identifier.  You would need to create a new account with the new email address.\n\nHuman Agent: You can add a contact email for this account but if you need to update the email completely you would want to sign up for a new account under a different email\nCustomer: I created a new account but it says my cameras are linked to this account and it won’t let me switch over \nHuman Agent: You would need to delete the cameras from this account then set them up to your new account.\nHuman Agent: You would also want to cancel your active cloud plans then after they have expired you can sign up for new cloud plans under the new account.\nHuman Agent: I am unable to cancel the subscription on my end, as you are subscribed via Apple but you can follow this guide on how to cancel your subscription via Apple. https://support.apple.com/en-us/HT202039\n\nHuman Agent: You can remove a device from the current account tapping on the live button of the device, tap the gear shaped icon in the upper right, tap the 3 dots in the upper right, \"delete device\".\n\nAfter you have the new app account created, then add the cameras to the new account.\n\nMake sure your smartphone is connected to 2.4GHz wifi, then tap the + sign in the top right corner of the app then at the bottom tap the text button that says \"tap here to add\". The app should find the cameras over the LAN and add them to the new account."]
["Customer: Hola que tal quiero preguntar por el estatus de un caso \nCustomer: Puedes hablar en español?\nCustomer: Hace tiempo quedaron de resolver un caso \nCustomer: Tenía unas cámaras que ya estaban en usony iban a enviar un correo al antiguo dueño para liberar las \nCustomer: En español \nCustomer: Agente\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD17K2IFB04444\nHuman Agent: Esa cámara está desatada y usarías la configuración del Código QR para conectarla.\nCustomer: ZMD17K2IFB02422\nHuman Agent: Para configurar la cámara, utilice el método del código QR. Abra la aplicación y haga clic en el ícono \"+\" en la esquina superior derecha, luego seleccione Código QR. Elija \"Iniciar instalación\" o \"Siguiente\" en la parte inferior de la pantalla para iniciar la configuración. Siga las instrucciones en pantalla, ingrese su contraseña de WiFi (recuerde que distingue entre mayúsculas y minúsculas) y toque \"Siguiente\". Se generará un código QR. Alinee la lente de la cámara con el código QR en la pantalla de su teléfono, dejando aproximadamente 8 pulgadas de espacio entre ellas.\nCustomer: Entonces las dos camaras ya están libres \nHuman Agent: Sí. Puedes configurar las cámaras."]
["Customer: Is my account still active or is it cancelled at the moment \nCustomer: I can't get into my account \nCustomer: Agent \nHuman Agent: What is the email address or phone number for your account?\nCustomer: 8595880350\nCustomer: I'm just needing to know if my account is active or not? \nHuman Agent: There is not an account with that phone number. Could you have used a different phone number or an email address?\nCustomer: What about email garymcnabb48@icloud.com\nHuman Agent: There is an account with three subscribed cameras on that email address.\nCustomer: Ok and it is active for how much longer? \nCustomer: I just need my email info changed I no longer have the one email address and can't log into the app to access my cameras \nHuman Agent: You can check the status of the subscription in your Apple account. To check the status of your subscription managed via Apple. Open the Settings app. Tap your name at the top. Tap Subscriptions, find the subscription then tap on it to see its status. You can also cancel it there if you would like to. You can also see it in the app.\nCustomer: My daughter got rid of my old iPhone I don't have access to it \nHuman Agent: The email address on an account cannot be changed. I would recommend trying to log in if you know the password. Otherwise, you can try to recover the email address account so that you can reset the password.\nHuman Agent: If you cannot do that, then we have a few options. Could I have the Device IDs from the cameras, if possible?\nCustomer: D/static_file/5252798ca3_1_20250207112848.jpg\nCustomer: D/static_file/5414e53bbc_1_20250207112919.jpg\nCustomer: I cant access the old email to do any of that \nHuman Agent: Alright, that is the Device ID from that camera. Do you have any other cameras?\nCustomer: D/static_file/14863231ed_1_20250207113059.jpg\nCustomer: D/static_file/6b35953a6b_1_20250207113127.jpg\nHuman Agent: Is it just those three cameras?\nCustomer: Yes\nHuman Agent: Do you have the invoice or order information from the purchase of the cameras?\nCustomer: No \nHuman Agent: As these cameras are already bound to another account I can contact the previous account and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: Papawg1948@gmail.com\nCustomer: Thank you \nHuman Agent: You're welcome. Do you have any questions about the Unbind Request process?\nHuman Agent: I would also recommend accessing the Apple account that you used to start the subscription so that you can cancel it. You may need to contact Apple support if it is an account you do not have access to. \nHuman Agent: If you do not have access to an iOS device currently you can follow this guide on how to cancel your subscription via Apple. https://support.apple.com/en-us/HT202039"]
["Customer: Troubleshooting\nCustomer: Speak to human\nCustomer: The last thing I was told to do is:\n\nThis is from Zmodo:\n\nIf it's not showing there still though, please have them go to their sharing management for that camera, look through the shared contacts and see if you're listed. If so, please have them remove you entirely there (pencil icon, then X on your contact). Once that is done, have them then reshare again.\n\nCustomer: She did it and I still don't see anything!!!\nCustomer: I hope you can see the previous chats from this morning.\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  One moment while I review the other chat.\nHuman Agent: I found the chat, if you still did not receive the share request you may have them double check that they are not still shared from the previous time, if they are then they will need to cancel that first then send another share request. \nHuman Agent: We will be open today until 6PM central time with live support. We are closed for the next two days for Christmas eve and Christmas. \nCustomer: Are you still there?\nHuman Agent: Yeah I replied above, it seems you are unable to see it I said \"I found the chat, if you still did not receive the share request you may have them double check that they are not still shared from the previous time, if they are then they will need to cancel that first then send another share request. \"\nHuman Agent: and I said \"We will be open today until 6PM central time with live support. We are closed for the next two days for Christmas eve and Christmas.\"\nCustomer: Yes\nCustomer: It hasn't been 5 minutes.\nCustomer: I have been waiting for help!!\nCustomer: I asked if you were still there and you said nothing!!\nCustomer: Please help me!!!!\nHuman Agent: I did respod, twice, not sure why its not coming through\nCustomer: This one came through\nHuman Agent: This last time I said \"Yeah I replied above, it seems you are unable to see it I said \"I found the chat, if you still did not receive the share request you may have them double check that they are not still shared from the previous time, if they are then they will need to cancel that first then send another share request. \"\" and \"and I said \"We will be open today until 6PM central time with live support. We are closed for the next two days for Christmas eve and Christmas.\"\"\nHuman Agent: Other then that the other thing you could try to do is create another account with a different email for them to try and send the share request to. \nCustomer: I passed this information on.\nCustomer: And if that doesn't work?\nHuman Agent: If from the new account it still doesn't work try it from another mobile device."]
["Customer: I need help with connection of my camera \nCustomer: We got new phones and don’t remember pass/username\nCustomer: Have done all that can we not speack to a person on phone\nCustomer: Agent\nCustomer: Need help I set up new account now help me connect \nCustomer: I can send this back \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you are trying to set up?\nHuman Agent: The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: We’re do I find it at \nHuman Agent: The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \n\nCustomer: Just a second please \nHuman Agent: Sure. \nCustomer: D/static_file/2b7082f7a4_1_20250122111858.jpg\nCustomer: I have 4 of them\nCustomer: D/static_file/af6f7070ec_1_20250122111930.jpg\nCustomer: U need all or just one\nHuman Agent: 1 will allow me to find the account. One moment. \nHuman Agent: Alright, it looks like this is on an email based account that starts with he and is at gmail.com, is that familiar to you?\nCustomer: Well\nCustomer: I just send back and talk can replace all four since I can’t connect them after forgetting password and user \nCustomer: Can’t find at \nCustomer: What is the mailing address \nCustomer: Agent\nCustomer: What happened y’all stole my money for camera that don’t work"]
["Customer: How to unbind and reset a camera that I don’t have access to\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: This device is already bound to another account. Please delete it from that account, reset it, and try again. If you do not have access to that account, please power off the device and contact Support\nCustomer: This device is already bound to another account. Please delete it from that account, reset it, and try again. If you do not have access to that account, please power off the device and contact \nCustomer: This device is already bound to another account. Please delete it from that account, reset it, and try again. If you do not have access to that account, please power off the device and contact Support\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: ZMD11JN840020067\nHuman Agent: Can you send me a picture of the ID? \nCustomer: D/static_file/22d99d298b_1_20240916123704.jpg\nHuman Agent: Did you just purchase the camera? \nCustomer: D/static_file/a9709da48c_1_20240916124427.jpg\nHuman Agent: Did you just purchase the camera? \n\nCustomer: Yea but don’t brand new they are used cameras \nCustomer: ?\nHuman Agent: Is this the only camera? \nCustomer: I have 4\nCustomer: They will connect to my computer my not my phone \nCustomer: ?\nCustomer: Hello\nCustomer: My cameras won’t connect to my iPhone but they are connected to my wifi\nHuman Agent: Could I have the other 3 IDs? Are they also saying they are linked to another account? \nHuman Agent: Yes they need to be removed off the old account before they can be added to the new one. \nCustomer: D/static_file/52bc5bc541_1_20240916130000.jpg\nHuman Agent: Are you able to send me a picture of the receipt if you got one during the purchase. \nCustomer: No\nHuman Agent: How were they purchased? \nCustomer: From a yard sale\nHuman Agent: ZMD11JN84002094 is on your account. Are you able to get me the others\nHuman Agent: Are you able to get the other IDs? \nCustomer: ?\nHuman Agent: Are you able to get the other IDs? \nHuman Agent: Are you able to get the other IDs?"]
["Customer: Agent\nCustomer: Agent\nCustomer: I need to find out what email my cameras are linked to. I’ll send you the code now.\nCustomer: ZMD16UG17515880\nHuman Agent: Thank you\nHuman Agent: Can you send me a picture of the ID, the  one provided above is not bringing a camera up. \nCustomer: D/static_file/27894dd287_1_20240923131057.jpeg\nHuman Agent: Got  it, its an L instead of U and i instead of a 1\nHuman Agent: It is linked to an email starting with be*******@gmail.com, do you recognize and have access to it?\nCustomer: Ty\nHuman Agent: You're welcome, is there anything else we can help with today? \n\nCustomer: Yeah I need the email I think I no longer have access to that account\nHuman Agent: Do you have the receipt for the purchase of the camera? \nCustomer: No it was from a few years ago. I bought it off of Amazon.\nCustomer: And they didn’t ask me if I had that the other day they just told me my email that was used begin with this and ended with this\nHuman Agent: If you have access to the amazon account, amazon keeps track of receipt from all purchases.  I can see the previous chat and they gave you the same information. I cannot give out the full email nor can I remove the device from the account with out confirming ownership first. \nCustomer: Hello\nHuman Agent: Yes I am here\nCustomer: I still need my information\nHuman Agent: If you have access to the amazon account, amazon keeps track of receipt from all purchases.  I can see the previous chat and they gave you the same information. I cannot give out the full email nor can I remove the device from the account with out confirming ownership first. \nCustomer: I don’t have access. I know that you can’t give me a full email, but due to previous chat you can also. Copy and paste what they did\nCustomer: I can tell you what email it was first hooked up to\nHuman Agent: They sent \"That camera is on a @gmail.com email address and the first two characters of the email address are \"be\"\"\nCustomer: D/static_file/e1ece3c0f9_1_20240923133412.png\nCustomer: There you go had an screen shot\nHuman Agent: The email is \tbekkzshop@gmail.com, do you have access to the email? \nCustomer: No\nHuman Agent: Okay do you have the other 3 IDs or do you only want this one camera removed? \nCustomer: No I think I have except one cause it didn’t have one \nHuman Agent: Okay please send the ones you have. \nCustomer: D/static_file/6734d24061_1_20240923133932.jpg\nCustomer: D/static_file/09ee7f7689_1_20240923134000.jpg\nHuman Agent: Okay they have been removed off the old account \nCustomer: Thank you\nHuman Agent: You're welcome, is there anything else we can help with today?"]
["Customer: Talk to a representative \nCustomer: Hi, I have 4 cameras at my house I just moved into that I would like to be able to access. About a month ago you guys sent a message to the previous owner and you said if you didn’t hear back in 30 days that we could get access to them. Just checking on the status of that. Thanks\nHuman Agent: Could I have the ID off one of the cameras? \nCustomer: D/static_file/d81dda9136_1_20241028102644.jpeg\nCustomer: Zmd13geda239342\nHuman Agent: Thank you one moment\nHuman Agent: The unbind process is not up until 10/30/2024\nCustomer: Got it thank you\nHuman Agent: You're welcome, is there anything else we can help with today?"]
["Customer: Troubleshooting\nCustomer: Blue on wrong account\nCustomer: Says device connected with another account\n\nCustomer: Support email \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera?"]
["Customer: Customer support\nCustomer: I’ve tried uninstalling the app and reinstalling the app\nCustomer: It doesn’t work\nCustomer: Playback on garage camera\nCustomer: It’s stuck on 418pm and it’s 1111 here \nHuman Agent: Is the time on the live feed okay\nCustomer: No \nCustomer: Let me check again\nCustomer: It’s says 359 pm\nHuman Agent: \"To change the timezone of your camera, please follow these steps:\n\nGo to the camera's Live View.\nTap the gear icon.\nTap the three dots icon.\nSelect \"\"Device Timezone\"\".\"\nCustomer: I click on eastern and it doesn’t change\nHuman Agent: Does it give you an error? \nCustomer: No I click on it it changes but when I go to check on the camera it says 4pm still\nCustomer: I live in nh is that not the eastern time?\nHuman Agent: Do you have an NVR or just the cameras? \nHuman Agent: The NVR is a white or black Zmodo box.\nCustomer: Hello\nCustomer: Just the cameras\nHuman Agent: Yes hello\nCustomer: Sorry I seen ur response late \nCustomer: I have just cameras 4 in total but only two on subscription \nHuman Agent: Its okay, do you have anything hardwired to the router? \nCustomer: No\nCustomer: It’s all wifi\nHuman Agent: Are you able to change the account password to abcd1234  so we can try to change it from our end. \nHuman Agent: Is the time on the other cameras correct \nCustomer: Yes give me one min \nCustomer: No they all are wrong \nCustomer: All done\nCustomer: I changed the password\nHuman Agent: Thank you one moment \nCustomer: ?\nCustomer: Anything yet\nHuman Agent: I am working on those changes, sorry for the delay\nCustomer: Ok\nHuman Agent: Do the cameras normally take a long time to load. I make the changes then it takes a while for the live feed to load \nHuman Agent: Are you at the location of the cameras? \nCustomer: Yes they do\nCustomer: Yes I am\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select Legacy > select Smart kit. Follow the instructions on the screen please. Let me know if it finds a device \nCustomer: No it does not \nCustomer: No device found \nCustomer: Now what\nHuman Agent: Okay \nCustomer: ?\nCustomer: What do I do now?\nHuman Agent: Basement changed and has remaining changed. Waiting to see if the others show as changed. \nCustomer: Ok\nCustomer: Ok I see all the times are fixed\nCustomer: Now why can’t I do playback on garage camera \nCustomer: Hello\nHuman Agent: It is showing recordings, but due to the time issue it was out of sync so it keeps skipping to the 4pm time slot. With the times being correct the cloud should adjust, but the previous recordings will be a bit wonky \nCustomer: Oh ok \nCustomer: Thanks\nHuman Agent: You're welcome, is there anything else we can help with today? \n\nCustomer: Am I all set to reset password?\nHuman Agent: Yes I am signed out. \nCustomer: Ok thank you\nHuman Agent: I hope you have a great day!"]
["Customer: How do u change the time it is incorrect\nCustomer: How do I get to the live camera? I don’t see it for the time\nCustomer: I don’t have live. I only have the home button the iCloud.\nCustomer: I have home events, iCloud and Store. I don’t have a live button.\nCustomer: What do you mean I have to re-download the app that took forever\nHuman Agent: Hello, you've reached customer care, my name is Kylie. From the home page you would click live next to the camera"]
["Customer: Hola\nCustomer: Español\nCustomer: Agente\nCustomer: Camara no funciona\nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD o GSG y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras.\nCustomer: GSG56JGC0078823\nHuman Agent: Esa cámara está configurada en otra cuenta. La cuenta es una dirección de correo electrónico @gmail.com y las dos primeras letras son \"di\". ¿Reconoces la dirección de correo electrónico y tienes acceso a esa dirección de correo electrónico o cuenta?\nCustomer: si es mi correo diego.rodriguez.abg@gmail.com\nHuman Agent: Luego querrás iniciar sesión en la aplicación usando esa dirección de correo electrónico.\nHuman Agent: Las cámaras están fabricadas por nuestra empresa asociada Goaofoeoi. Entonces, si necesita más ayuda para conectar las cámaras a su red Wi-Fi, deberá comunicarse con Goaofoei. Puede enviar un correo electrónico a Andrew@szqunanjie.com para ponerse en contacto con el soporte de Goaofoeoi."]
["Customer: My mom gave me her old zmodo camera and she doesn't have the app anymore and does remember her login in I'm trying to get the camera to work because I just moved into my new apartment \nCustomer: She doesn't have her email\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. To be clear, did you mean to say she doesn't remember the login? What is the ID of the camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: Hi Mira\nCustomer: Can I speak with a human\nCustomer: Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How can I assist you today\nCustomer: Thank you\nCustomer: Hi Kylie\nCustomer: I am in the process of selling my business.\nHuman Agent: Hi, are you wanting to leave the cameras for the new owners then?\nCustomer: How can I turn over the cameras to the new owners?\nHuman Agent: Well first you would want to cancel your subscription so the cameras no longer renew for the subscription under your info, to do this you would go into your apple subscriptions then click on the sub and choose cancel. \nCustomer: Ok, great\nHuman Agent: after the subscription is canceled then you would be able to delete all the devices from the account and the new owners can then set up the cameras and add them to their own account. \nCustomer: Ok\nHuman Agent: to delete you would click live on the camera, click the settings gear in the top right, click the three dots in the top right then choose delete. \nHuman Agent: then that's all you would have to do.\nCustomer: How do the new owners setup? Someone setup the cameras for me.\nHuman Agent: the setup the cameras use is the QR code setup, it will give them directions for the setup from the app when they try to go through the setup. If they have trouble though you can tell them to contact us for further assistance.\nCustomer: Ok\nCustomer: Thank you kindly\nCustomer: Happy New Year\nHuman Agent: Okay, thank you as well, have a good day.\nCustomer: May God bless you.\nCustomer: Thank you."]
["Customer: Set up\nCustomer: Linked to another account I don’t have access to\n\nCustomer: Agent\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZP-1BH15-W\nCustomer: ZMD1315DA255830\nHuman Agent: Is that the only camera that you are trying to setup?\nCustomer: No\nZMD1315DA256681\nCustomer: Purchase both as set for father-in-law. He has passed, found the cameras cleaning the house\nCustomer: We don’t have phone or email access. Both accounts closed\nHuman Agent: Those cameras are setup on a phone number account, *******261. Do you recognize the phone number and are you able to log in to the account? Or do you have access to the phone number to reset the password?\nHuman Agent: Alright, if you do not have access to the phone number, then do you have the invoice or order details from the purchase of the cameras?\nCustomer: No unfortunately we do not. \nCustomer: No we purchased them 5 years ago \nCustomer: I can send death certificate\nHuman Agent: As these cameras are already bound to another account I can contact the previous account and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: Email, roby54@comcast.net\nRobert Yates\nHuman Agent: Thank you. Do you have any questions about the Unbind Request process?\nCustomer: No, my wife is the executor of the estate \nHuman Agent: Alright, we will get that Unbind Request sent and will contact you when we receive a response or after 30 days with no response.\nCustomer: Thank you for your help. \nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Hi\nCustomer: Yes\nCustomer: Im try to connect\nCustomer: I have problem to connect my cam\nCustomer: Ligth is blue\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Is the light solid blue or blinking blue?\nCustomer: Solid\nHuman Agent: Is the ID of the camera ZMD16LGI7558183?\nCustomer: I thing\nHuman Agent: It would be listed on a sticker on the camera. \nCustomer: I dont see de number\nHuman Agent: Okay, was it bound to this account previously? If yes, what would you like it to be named?\nCustomer: I am removing from this account to put it in another\nHuman Agent: What is the account you are trying to add them to? The ID I mentioned is online and unbound currently. \nCustomer: but once the one that does not connect to any account\nCustomer: Intexbell@gmail.com\nCustomer: In this account I want to put the camera\nHuman Agent: You should be able to add that one by connecting your phone to the same wifi and hitting the plus in the top right of the home page, then the \"Tap here to add it\" at the bottom since it is already online. Otherwise I could also assist in adding that one to the other account. If you would like me to add it for you to the other account, please let me know the name you would like it to have. \nCustomer: Patio\nHuman Agent: It has been added. \nCustomer: I want to transfer the camera from ernestobellot5@gmail.com to intexbell\nCustomer: Lwt me check\nHuman Agent: Yes, the camera was not on this account and was unbound, but I added it to the other account as you requested."]
["Customer: I would like to chat with technical support\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\n\nCustomer: Hi, I have a Pivot camera but I lost access to the account it is bound to (it was an old ISP email address...) so I would like to bind the camera to this account\nHuman Agent: Okay, to unbind teh camera from the other account we would have to go through the unbidn process, that can be started in two ways, 1st is unbinding with the purchase invoice, 2nd is unbinding with an unbind request. Do you have the invoice?\nCustomer: sure, let me connect to Amazon to download the invoice\nHuman Agent: Okay, once we have that the only other thing we would need is the Pivots ID number so we can look up the device. Make sure the invoice shows the date of purchase, what was purchased, and the seller.\nHuman Agent: The ID number for it will be on the sticker, you can take a picture and send it in the chat. \nCustomer: sorry for the delay, I usually buy in Amazon FR but this purchase was from Amazon US, I'm just transferring the invoice right now\nHuman Agent: No problem, if for any reason the chat times out after 5 minutes of no message feel free to chat with us again\nCustomer: D/static_file/9d2104cf0b_1_20241204092238.pdf\nCustomer: it's a pdf but I don't know if you can read it?\nCustomer: otherwise I convert it to PNG/JPEG\nHuman Agent: Has to be a screenshot/jpg/png for the chat here\nCustomer: ok\nHuman Agent: Okay\nCustomer: D/static_file/e83d893d35_1_20241204092503.png\nCustomer: ID number of the camera is: ZMD12GF15223905\nHuman Agent: Okay, I unboudn the caemra as the invoice checks out and matches the camera. Do you want me to rebind the camera for you to this account? if you do I jsut need to know what you want to name it and I will do that for you\nCustomer: if you can bind it to this account it would be great :)\nHuman Agent: Okay, what you want me to name the camera? \nCustomer: just \"Camera\" is enough, thank you\nHuman Agent: Okay, I rebound the caemra to tthis account with the name camera for you. You may have to refresh the device list but check it out and let me know if your able to see it clearly or not\nCustomer: I can see the device and see the live stream, thank you very much!\nHuman Agent: Great, is there any other questions before we go?\nCustomer: all good, thank you :)\nHuman Agent: Okay, Have a great day\nCustomer: thank you, have a great day as well"]
["Customer: Hola \nCustomer: Necesito \nCustomer: Desconectar una camara \nCustomer: Necesito restablecer mi cámara \nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon. ¿Qué cámara quieres desconectar o restablecer? ¿Te refieres a eliminarlo de tu cuenta o simplemente a desconectarlo de la red wifi actual?\nCustomer: Cómo puedo reiniciar una camara \nHuman Agent: Si la cámara está en línea, puede ir a la vista en vivo, presionar el engranaje de configuración en la parte superior derecha, luego... en la parte superior derecha, luego elegir la opción de reinicio. Si la cámara está fuera de línea y parpadea en verde, generalmente no es necesario restablecerla."]
["Customer: speak with a agent\nCustomer: agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: hi\nCustomer: my camera is off line\nCustomer: been trying to get back on line\nCustomer: did everything still one camera is of line\nCustomer: ZMD19112HA15078\nCustomer: sorry wrong number\nCustomer: ZMD19121HA15078\nHuman Agent: That ID is not showing in our system. \nHuman Agent: Is this a first time set up?\nCustomer: i have the  camera here\nCustomer: no\nHuman Agent: Ah, I see, it is ZMD19I2IHA15078. \nCustomer: yes\nHuman Agent: This camera is online and bound to another account that starts with de and is at yahoo.com, is that familiar to you?\nCustomer: old email account\nCustomer: yes\nHuman Agent: Okay, do you have access to that email at all anymore? Or do you know your password to log in and delete it from that account if you want it moved to another account?\nCustomer: no i do not have access to my old account\nCustomer: email\nHuman Agent: Okay, do you have your invoice from the purchase of the device? And is this the only device you need access to there?\nCustomer: no i do not have a invoice had these camera for years\nHuman Agent: Okay, is this the only device you need access to from that account?\nCustomer: no paper work\nHuman Agent: Okay, is this the only device you need access to from that account?\n\nCustomer: need camera back on line please\nCustomer: yes\nCustomer: thank you\nHuman Agent: Okay, in that case I will need to send an unbind request to the current account email. They will have 30 days to reply. If they reply and approve of the unbind or do not reply within 30 days, the device will be unbound. If they reply and deny the request, I would not be able to proceed. In either case I will follow back up with you once the process has finished. Is deloresellison75@gmail.com good to reach you on?\nCustomer: the one with that number is the one been off the whole weekend\nHuman Agent:  Is deloresellison75@gmail.com good to reach you on?\nCustomer: yes\nHuman Agent: Okay, I will follow up with you then once the process has finished via email. Is there anything else I can assist you with for now?\nCustomer: how can i get my camera up now\nCustomer: leaving out of town today\nHuman Agent: If you do not have access to the email, do not know the account password to log in, and do not have the invoice, waiting for the unbind request to finish would be the only way to proceed. \n\nCustomer: ok\nHuman Agent: Is there anything else I can assist you with for now?\nCustomer: no and thanks\nHuman Agent: Okay, have a good day. I'll reach out via email once the unbind process has finished. \nCustomer: thanks so much"]
["Customer: Troubleshooting\nCustomer: I can’t access my cameras \nCustomer: Working on my husbands phone, nit on mine\nCustomer: I don’t know how \nHuman Agent: Hello, my name is Grant. You may be logged in to a different account. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Too cold to do that \nCustomer: The cameras are working, just can’t access from my phone \nHuman Agent: Okay, is your husband there with the app on his phone? You can tap on the Me tab at the bottom right and look at the email address or phone number at the top.\nCustomer: Yes phone number \nHuman Agent: Then you are logged in to the wrong account on your phone. You are logged in with an email address, jfillyandb@horizonview.net. So you would want to log out and log in with the phone number."]
["Customer: Hola\nCustomer: Tengo problema para crear una cuenta zmodo\nCustomer: Es que la cuenta no quiere crealse \nCustomer: Agent\nCustomer: Hola\nHuman Agent: ¿Qué dirección de correo electrónico estás intentando utilizar para crear tu cuenta?\nCustomer: enmanuelvargad36@gmail.com\nCustomer: Esa dirección \nCustomer: Medirse que el usuario no exite\nHuman Agent: Muy bien, ¿y qué pasa cuando intentas crear la cuenta? ¿Recibes un mensaje de error?\nHuman Agent: Si dice que el usuario no existe, significa que está intentando iniciar sesión, no crear la cuenta. Tocarías Registrarse.\nCustomer: Si un mensaje erroneo\nCustomer: Si cuando intento cereal la cuenta que medirse que verifique que sea Imanol la pantalla de mi celular se queda en blanco \nCustomer: Esta ahi\nHuman Agent: Lo siento, no entiendo bien tu último mensaje. Puedes intentar desinstalar y reinstalar la aplicación. Cuando se registre para obtener una cuenta, se le pedirá un código de verificación. Recibirás un correo electrónico a tu dirección de correo electrónico con ese código.\nHuman Agent: También puedes ir a la aplicación web Zmodo para crear tu cuenta https://user.zmodo.com/signup\nCustomer: Es que nunca me llega el codigo\nCustomer: Todo eso lo es echo \nHuman Agent: Revisa tu carpeta de Spam. Si tiene varios correos electrónicos, asegúrese de estar en la bandeja de entrada de correo electrónico correcta y no en otro correo electrónico.\nCustomer: Si tan solo ustede me vieran una cuenta talbe asi\nCustomer: Hasta borradores mensaje entrante todo eso es revisado \nCustomer: Es como que la cuenta no se puede creal\nHuman Agent: Puedes enviar una captura de pantalla de lo que estás viendo si quieres que vea algo. Puedes enviarlo en el chat o enviarlo por correo electrónico a support@zmodo.com\nCustomer: Un momento\nHuman Agent: Parece que estás en el lugar correcto si te piden un código de verificación. Sólo deseas revisar la carpeta Spam de tu correo electrónico. Y también, si tiene varias direcciones de correo electrónico, asegúrese de revisar la bandeja de entrada del correo electrónico correcta y no un correo electrónico diferente (como un correo electrónico del trabajo).\nCustomer: D/static_file/0b9a6cf8b7_1_20241230102706.png\nHuman Agent: Okay, you are at the wrong website. That is the store, not the web app to connect and setup cameras. \nHuman Agent: Bien, estás en el sitio web equivocado. Esa es la tienda, no la aplicación web para conectar y configurar cámaras.\nHuman Agent: https://user.zmodo.com/signup\nCustomer: Que entre asé link ?\n\nHuman Agent: ¿Ves el sitio web que te envié en el chat? Eso va a la aplicación web. Ahí es donde creará una cuenta para poder configurar y ver las cámaras.\nCustomer: Ok lo are cualquier inconveniente lo conctatare de nuevo\nHuman Agent: Háganos saber si necesita más ayuda.\nCustomer: Perfecto \nCustomer: D/static_file/259bd373d8_1_20241230103741.png\nCustomer: Mire lo quedise \nHuman Agent: Querrá utilizar una contraseña que tenga entre 8 y 15 caracteres. Además, no le gustan algunos caracteres especiales, por lo que si tiene alguno, puede intentar eliminarlos.\nCustomer: D/static_file/00d7fc635a_1_20241230104138.png\nCustomer: Mire cambie la contraseña pero nunca yega el codigo\nHuman Agent: Ahora querrás ir a la bandeja de entrada de tu correo electrónico.\nCustomer: Si lo usé pero no has yegafo\nHuman Agent: ¿Revisaste tu carpeta de Spam?\nCustomer: D/static_file/0040340101_1_20241230104438.png\nHuman Agent: ¿Puedes tocar el círculo de la cuenta en la parte superior derecha y decirme qué dirección de correo electrónico muestra allí?\nHuman Agent: Quizás también quieras intentar actualizar la bandeja de entrada."]
["Customer: Troubleshooting\nCustomer: My device linked ti another account\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the device and is this the only device linked to another account? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: How can I access to my another account\nHuman Agent: If you own the other account, do you know the login information or have access to the email it was set up with?"]
["Customer: hi i was chatting with dillon and got disconnected\nCustomer: please reconnect me to dillon\nCustomer: agent\nCustomer: dillon\nCustomer: hello?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. One moment and I will transfer you over to Dillon again.\nHuman Agent: Hi, are you the person I was speaking to about moving to a new account? Our other chat is still active, had you closed the page or something of that nature?\nCustomer: when i clicked the icon for accounts, it lost the chat\nCustomer: you should probably tell people to open a new window/tab\nHuman Agent: I had mentioned creating a new account in the app or from user.zmodo.com which doesn't seem to be the site you're on as I believe you're on the store, zmodo.com. I had not mentioned to click an account option on the store. \nCustomer: can you please give me a link to where i create a new account?\nHuman Agent: user.zmodo.com is the site I recommended. \nCustomer: when i go there, it shows me the old (nonpaying) account and asks me to resubscribe\nCustomer: i know you don't make the decision - but a telephone experience would be much preferred\nHuman Agent: If you logged into that account there recently, you'll want to log back out. If you're doing this on a phone and googling it, it may just be opening your app. \nCustomer: i'm on a desktop\nCustomer: creating the account now\nHuman Agent: We do have callbacks available on request, but not inbound calls. If you would like a callback for a future date or time, please let me know a good US number to reach you on, a good date to call you, and a good time slot to call you. We have callbacks Mon-Fri 9am-12pm and 1pm-5pm CT excluding holidays in 1 hour blocks where an agent would call sometime within that hour. \nCustomer: i can't tell what's happening\nCustomer: the verification process seems to be stuck\nCustomer: hello?\nCustomer: we clicked the link to verify the email and now nothing is happening\nHuman Agent: What part of it are you having trouble with? It sends a verification code to the email you enter and then you would need to enter the code that it had sent you. \nCustomer: yes and now it's still stuck on the verification screen\nCustomer: it won't let me pass, nor will it let me send a new verification email\nCustomer: we used the email: adam@mbsquincy.com\nCustomer: can you please look it up and help us get to the rest of the process\nCustomer: i closed and opened again, it allowed me to log in\nHuman Agent: Yes, I see the new account is created. \nHuman Agent: Did you receive the email to the old account email to reply and approve that?\nCustomer: i got it and i replied\nCustomer: ok just let me know when you're done\nCustomer: great\nCustomer: so now do i just need to subscribe?\nCustomer: do you know approx how much footage can be stored in the 3TB plan?\nCustomer: it is possible to get a safguard plan that goes beyond 30 days?\nCustomer: also, i'm in the app, in live view, and there is no gear in the top right corner\nCustomer: i'm on the desktop[\nCustomer: okay that's kind of ridiculous\nCustomer: i'll go download the phone app\nCustomer: are your cameras compatible with other subscription services?\nCustomer: do you offer on-site support to troubleshoot broken devices?\nCustomer: without subscribing... it's showing live view and then does it just hold today's video? or what does it hold without subscribing?\nCustomer: thank you\nCustomer: there's no way i can update timezone across all devices? i have to open each one?\nCustomer: so is the purpose of the vault plan just to have storage for clips we want to keep out of the safguard plan?\nHuman Agent: The vault plans are general file storage plans. You could set up your phone's camera roll to automatically upload photos there in case anything would happen to your phone, you can store other files there to access them at multiple locations, or you can store saved clips and such there as well both to keep or easily transfer to other devices. \nCustomer: one of my cameras says \"poor connection, try again later\" - how do i troubleshoot that? \nHuman Agent: Which camera is it that you're having trouble with? \nCustomer: \"Upstairs 1\"\nCustomer: \"left gate\" has the same problem\nHuman Agent: Both of those devices are currently offline. Would you be able to check the indicator light status of those devices? I would want to know both the color of the indicator light (it would be blue or green. The red night vision can be ignored) along with information on whether it is flashing or steady. \nCustomer: ok i'll go look\nHuman Agent: Okay, thank you. \nCustomer: i don't see an indicator light on any of the devices - working or not working\nCustomer: where is the indicator light supposed to be?\nHuman Agent: If you look in the lens, you would see it there. The working ones will have a solid blue light. Though the blue light tends to be harder to see than the green. They would have a solid green when first powered on, then blinking green when ready for setup, flashing blue when trying to connect, and solid blue when connected. If you're seeing no light on the cameras that aren't working, please confirm they are powering on by holding your hand over the front of the lens for a few seconds to see if the red night vision lights click on. \nCustomer: no light inside\nCustomer: even when i hold my hand over for a few seconds\nHuman Agent: Okay, that would imply they are not powered on. Please make sure they're plugged directly into a wall outlet without any extension cables and if they are already, you could also try another known good power cable to see if they will then power on with that in case the issue is the cable. \nCustomer: they are wired into the wall, so that is not something i can check during this chat\nHuman Agent: Okay, the cameras have a short cable coming off of them that then connects to a longer cable which plugs into a power outlet. If you are able to reach that longer section of cable at some point later you could check on that there. \nCustomer: it says i need a firmware update on some devices, the first one i tried to update failed... i am trying to update again\nCustomer: yes i'll have to follow the longer cable later, it probably goes in the attick\nCustomer: the second attempt to update worked, i'm just going to stay in the chat to make sure the next one goes through also and then i think i'm done for today\nHuman Agent: If the update failed, you can try again by going to the same page where you adjusted the time (live view, settings gear, ..., then from there choose the device version option). If it continues to fail, it may be necessary to move it closer to the router as it could be a signal issue causing the failure. The chat will remain open 7 minutes from the time of the last message. \n\nCustomer: updates seem to be working. no more questions for now, thatnks\nHuman Agent: Okay, have a good afternoon! \nCustomer: you too\nCustomer: hello i need additional help"]
["Customer: I just acquired a new home that has two Zmodo cameras set up from the owner two previous to us. How do I go about taking over control of these cameras?\nCustomer: I do not have the cameras manual for the instructions on how to perform a factory reset. \nHuman Agent: Hi my name is Wendy.  What are the device IDs on the cameras?\nHuman Agent: The IDs will be listed on stickers on each camera they will start with ZMD or GSG\nCustomer: One is ZMD14IAHE001788\nCustomer: And I’m gonna go get the other one right now \nHuman Agent: Okay thanks\nCustomer: The second is ZMD14IAH001644\nCustomer: They are both powered on and flashing blue \nHuman Agent: ZMD14IAHE001644 & ZMD14IAHE001788 are both connected to email je----@gmail.com\nHuman Agent: I will contact the previous account on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous account. If the request is denied then I would need the original invoice for anything further.\n\nI will follow up with you by email after the device/s have been unbound.\n\nHuman Agent: It is just these 2 cameras? \nCustomer: Yeah that’s as far as I can see here lemme go do one quick double walk around \nHuman Agent: Okay thanks\nCustomer: Yep those are the only two they left if there is any more associated with that account they just have taken them with. \nCustomer: Or they were removed \nHuman Agent: Okay.  I have sent out the unbind message for you.  As soon as the previous account approves the unbind or after 30 days with no reply I will unbind them for you.  I will email you as soon as they have been unbound\nCustomer: Should I unplug the cameras?\nCustomer: Or does that not matter at this time\nHuman Agent: They are not online but you could keep them unplugged until they are unbound.\nCustomer: Sounds good. Thank you very much!\nHuman Agent: You're welcome!"]
["Customer: Troubleshooting\nCustomer: Playback is not working \nCustomer: When I hit playback, nothing loads\nCustomer: Cloud service not working \nCustomer: Agent \nCustomer: Agent\nCustomer: Hello?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. What happens when you click playback how does it look for you would you be able to send me a screenshot?\nCustomer: I'm here\nCustomer: Yes I can send you a screenshot \nCustomer: D/static_file/2d75347d4e_1_20250227095114.png\nCustomer: Hello??\nHuman Agent: Do you have all of the cameras in a group on the account at all?\nCustomer: I have two groups \nCustomer: D/static_file/c3736a22e3_1_20250227095537.png\nHuman Agent: OKay, Delete the groups, then try viewing the playback for each of the cameras deleted from both groups and let me know if that resolves the issue or not.\nCustomer: Okay \nCustomer: It is working now\nCustomer: Am I able to put them back in groups?\nHuman Agent: Fantastic, I will report this issue, there is a bug with the most recent update that is effecting grouping. For the time being leave the cameras out of grouping while the developers work on trying to resolve the issue. \nCustomer: Oh okay \nCustomer: Will I get an update when it's fixed?\nHuman Agent: Right now there is not an estimated resolution time given to us by the developers, I would recommend checking by trying to putting cameras into a small group then seeing if playback is still affected. Any other questions I can assist you with today before we go?\nCustomer: That's all, thank you \nHuman Agent: Can you double check for me in the app store that the app is fully up to date on this phone for me?"]
["Customer: Troubleshooting\nCustomer: Time setting on cameras\nCustomer: Troubleshooting\nCustomer: There is not three dots.\nHuman Agent: Hi my name is Wendy\nCustomer: Pushed the gear and it brought up cameras but no way of changing time\nHuman Agent: tap on the gear icon then tap where it lists the camera's name, you can update the time zone here.\nHuman Agent: If the time zone is correct, switch it to a completely different time zone, then back to the correct one.  This should fix the time for new alerts.\nCustomer: Ok"]
["Customer: My Zmodo cameras are connected to my other account that I lost the information to. How do I disconnect them from that account so I can use them on my new one?\nCustomer: How do I reach Zmodo support\nCustomer: I need to take my cameras off my old account so I can add them on my new one. I don’t have access to my old account\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  We will be closing in 10 minutes, would you like a follow up at 6PM via chat or would you prefer for me to send you the call scheduler for a callback next week?"]
["Customer: I need my door bell camera removed from an account. We recently bought a house and I cannot connect the camera because it’s linked to the previous owner \nCustomer: 1\nHuman Agent: Hi my name is Wendy.\nHuman Agent: What is the device ID on the camera?  \nHuman Agent: The ID will be listed on a sticker on the back of the doorbell camera.  You may need to slide the camera off the bracket in order to see the device ID that will start with ZMD\nCustomer: ZMD14GJH3003157\nHuman Agent: ZMD14GJH3003157 is connected to md----@gmail.com\nHuman Agent: If you do not have access to this other account you would want to turn off power to the doorbell until it can be unbound\nHuman Agent: Is this the only camera that you have?\nCustomer: That would be the previous owner of the houses email. \nHuman Agent: I will contact the previous account on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous account. If the request is denied then I would need the original invoice for anything further.\n\nI will follow up with you by email after the device/s have been unbound.\n\nCustomer: Ok I have no way to provide the original invoice because I didn’t purchase the camera. \nHuman Agent: as soon as the previous account approves the unbind or after 30 days with no reply I should be able to unbind the camera for you\nCustomer: Ok how to I turn the camera off until then? \nHuman Agent: Most likely you would need to turn off the breaker or keep the doorbell off the bracket until it can be unbound\nHuman Agent: *turn off the breaker that powers the camera or keep the camera off the bracket until it can be unbound\nCustomer: Thank you"]
["Customer: I bought a house that has your cameras\nCustomer: No how to i gain access to your cameras\nCustomer: I need a agent\nHuman Agent: Hi my name is Wendy\nHuman Agent: What are the device IDs on the cameras you are needing help with?\nCustomer: Yes I will get those but I recently bought a house that has your cameras and the previous owner still has access to them how do I remove him from those\nHuman Agent: I'm not sure what type of cameras you have but unplugging them from power if they are a wifi camera would power off the camera so the previous owner cannot view them\nCustomer: I would like to use them myself \nHuman Agent: After you provide the device IDs I can check if they are bound to an account.\nCustomer: I would like to keep them but dont want him to have access \nHuman Agent: After you provide the device IDs I can check if they are bound to an account.\n\nWith the IDs, I should be able to contact the previous account on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous account. If the request is denied then I would need the original invoice for anything further.\n\nCustomer: Okay i am not home now but will get those \nHuman Agent: ok\nCustomer: I will contact you guys back shortly thank you for your help\nHuman Agent: You're welcome"]
["Customer: Hacked account\nCustomer: Agent \nCustomer: 1\nCustomer: Yes\nCustomer: I’m here \nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: My account was hacked \nCustomer: I changed password I need email to change and all devices logged out\nCustomer: Ok\nCustomer: My ex husband got my login info and device info. I changed my password but he still gets in bc you guys don’t log me out of all devices \nCustomer: And two factor authentication doesn’t happen\nCustomer: I want to change my email at this point \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Changing password does log all devices out, you may test this by changing your password on user.zmodo.com and checking your phone. 2FA occurs any time someone attempts to log in, but would not impact already logged in devices. If you would like to change to another account, please let me know once you have created a new account and I can assist with moving devices. \nCustomer: Nope I’m on a device right now that didn’t log out \nCustomer: I didn’t enter my new password \nCustomer: Didn’t need to \nCustomer: So I need to create a new account?\nCustomer: Ok so your saying to create a new account and you will switch the devices over?\nHuman Agent: You changed your password on user.zmodo.com and it didn't log you out on your phone? I've tested and found it is working. If you would like your account under a new email, you would need to create a new account. \nCustomer: I changed the password on one of my phones \nCustomer: On my second phone it did not log me out \nCustomer: My phone number isn’t connected to this current account it doesn’t even allow that. \nCustomer: I have a secondary email as two factor \nCustomer: At this point let me create a new account please wait \nHuman Agent: Okay. \nCustomer: Please confirm you can then attach the cameras \nHuman Agent: Yes, I can then move the cameras. The service time would remain on the cameras as well according to how you currently have it assigned. \nCustomer: Ok gimme a second \nHuman Agent: Okay. \nCustomer: Done\nCustomer: What do you need?\nHuman Agent: Okay, what is the new account email?\nCustomer: Beachct85@gmail.com\nHuman Agent: Okay, I will start to move the devices over now and will let you know once done. \nCustomer: Thank you \nHuman Agent: Alright, the devices have been moved over. \nCustomer: Thank you! Shall I close this old account? \nCustomer: Thank you so much for your help with this \nHuman Agent: No problem. You may either leave this account as is with no devices or I could send you an email with an account deletion form you can fill out to delete it if you would like. \nCustomer: I’ll leave it for now thank you so much \nHuman Agent: Okay, sounds good. Have a good day!"]
["Customer: I'm trying to set up an account on the app and it's not letting me\nHuman Agent: Hi my name is Wendy.  You are trying to sign up for a new app account and it isn't letting you?\nHuman Agent: What email are you entering?\nCustomer: Yes I am\nHuman Agent: What email are you entering? \nCustomer: Email is jeremiahring097@gmail.com\nHuman Agent: jeremiahring097@gmail.com doesn't have a Zmodo app account created.  Could you please provide a screenshot or picture of the error message you get when trying to sign up for an account?\nCustomer: D/static_file/c76306ae67_1_20241104151327.png\nHuman Agent: Can you reduce your phone's font size?  \nHuman Agent: D/static_file/fcd4121a18_1_20241104151512.png\nHuman Agent: You need to put a checkmark here but it looks like you font size is too large so you cannot click on it."]
["Customer: Hi can I get my camera rest\nCustomer:  Zmodo ZP-IBH23-W\nCustomer: I can remember my login\nCustomer: I can't remember sorry\nCustomer: How to rest my camera if I can't login\nCustomer: The light is blue \nCustomer: How to do a factory reset\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Representative \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: hello, I spoke with someone about a month ago. The camera i am trying to set up was gifted to me. The women Maggie who’s camera it was won’t answer the email about resetting the camera. The representative said after 30 days they would factory reset the camera so then I could use it. I am wondering if that reset can be done so i can’t set up the camera now \nCustomer: ZMD13HRD9003047\nHuman Agent: One moment while I check \nCustomer: thank you \nHuman Agent: There is no response yet but the 30 days are not up yet. \nCustomer: does it say when those 30 days will be up \nHuman Agent: Oct 5th \nCustomer: okay thank you! \nHuman Agent: You're welcome, is there anything else we can help with today?"]
["Customer: Set up\nCustomer: Trouble setting up cameras on my new phone\nCustomer: I have a couple of funlux cameras. Can qr code method be used?\nCustomer: I got a message camera is linked to another account\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: D/static_file/89de2e02d1_1_20250122161117.jpg\nHuman Agent: It looks like this is bound to an email based account starting with fp which is at pancanal.com. Is that familiar to you?\nCustomer: Yes\nCustomer: That is my other email\nHuman Agent: Okay, if you have access to that account, you'll want to log out of this one and instead log into that other account as that seems to be the account you used previously that the cameras are set up onto. \nCustomer: Should i log off and then log in\nHuman Agent: Yes, with that other account. \nHuman Agent: If you would like to test it first, you may do so from user.zmodo.com. \nCustomer: I will retire in about 18 months and will not have that email @pancanal. What will I do then?\nHuman Agent: If you will no longer have access to that account, it may be good to remove the cameras from that account either when that time comes or before then and then add the cameras to a new account. \nCustomer: The problem is that my phone was stolen and i got a new one and didnt remember on what email my account was. Tried the flp one and it  accesed but only 1 of 6 cameras showed up\nCustomer: Ok. What is the process to remove them. I have to delete them on the app?\nHuman Agent: Ah, I see, it looks like you have one camera shared to this account from that other. \n\nYes, if you log into the other account, you can tap settings to the right of My devices on the home page, select the camera you want to delete, tap the ... in the top right, then choose to delete/remove the device and can repeat that for any devices. If you do not have access to that account, there are some other options we could check into so let me know if you would need that."]
["Customer: Troubleshooting\nCustomer: Hello\nCustomer: I can't set up a device because it says it's registered in another account. \nHuman Agent: Hi my name is Wendy.\n\nPlease provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: Zmd32bj44224013\nHuman Agent: ZMD32BJ44224013 is connected to so---@gmail.com\n\nPlease attach your receipt for this camera and I should be able to unbind it for you.\nCustomer: Sodadon.00@gmail.com?\nHuman Agent: I can only provide the first 2 letters/numbers of the email.\nCustomer: Ok i need to login and delete the camera? Correct\nHuman Agent: yes if you can login to the account you can delete the camera then set it up to a different account\nCustomer: Thanks \nHuman Agent: You're welcome!"]
["Customer: Set up\nCustomer: hello\nCustomer: agent please\nCustomer: hello\nHuman Agent: How can I assist you?\nCustomer: how can i set my notifications off from 9am - 5pm??\nCustomer: is not very friendly the schedule\nHuman Agent: On the Home screen at the top it will say Notifications. Tap on the Settings button and you can create and edit the notification modes.\nCustomer: got it\nHuman Agent: You can set a schedule on the modes, as well to change when they turn on.\nCustomer: i created ON, OFF\nCustomer: how\nCustomer: guide me how to make notifications OFF from 9am - 5pm\nCustomer: MOn - Friday\nHuman Agent: You tap on Settings and then tap on the mode you want to edit and you set a schedule. Then you tap on Save.\nCustomer: ok but it only shows a schedule and not a start and end schedule\nCustomer: it is too complicated\nHuman Agent: Yes, you would set a time that you want the OFF mode to turn on. Then you would set a time that you want the ON mode to turn on.\nCustomer: should i go to OFF mode and set the time to what?\nCustomer: 9am?\nCustomer: and then go to ON mode and create a schedule to 5pm?\nHuman Agent: If you want the notifications to stop sending to you at 9 AM, then you would set the OFF mode to turn on at 9 AM.\nCustomer: ok i have\nCustomer: and to start notifications at 5pm?\nHuman Agent: You would set the ON mode to turn on at the time you want the notifications to be on.\nCustomer: ok i did but still having notification right now\nCustomer: and it is 2:48pm\nCustomer: it should be off\nHuman Agent: The schedule will change at that time. It will turn to off at 9 AM, but if it is already past 9 AM, then you would want to set it to OFF.\nCustomer: i just did all you told me\nCustomer: but i still get notifications\nCustomer: and i shouldn't\nHuman Agent: The app only changes the mode setting at the time you set the schedule for. Since it is past 9 AM, it will not change it to OFF. It will change it to OFF the next time it is 9 AM.\nHuman Agent: So for right now, you will want to manually select OFF on your home screen.\nCustomer: oh ok i have to wait until next day?\nHuman Agent: You can manually tap on the OFF mode on the home screen of your app.\nCustomer: yes\nCustomer: yes i know i can manually do it\nCustomer: but i want to be set automatically\nHuman Agent: It is. I am just telling you that you need to do it manually this one time. Because it is already past the time that you set the schedule to activate.\nCustomer: oh ok\nCustomer: thanks\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Trying to connect 3 new cameras to my existing 4 and I think the cameras need to be unlocked \nCustomer: I need to talk to someone \nCustomer: Verbally \nCustomer: I bought 2 sets of cameras.... 1 set I gave my dad ... I had to have the cameras unlocked in order for my dad to use them ... my dad got a new system and I want to add his zmodo cameras to mine \nCustomer: Okay how do I delete them off his account \nCustomer: How do I delete the cameras off of my dads account \nCustomer: Okay what do I do if he doesn't have the app anymore and the cameras are off \nCustomer: What do I do if my dad had doesn't have the account for the cameras \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device IDs of the cameras you are trying to set up? The ID starts with ZMD and it can usually be found on a sticker the bracket or camera under a barcode.\n\nCustomer: There are 3 devices I'm trying to connect do you need all 3 camera numbers \nCustomer: ZMD13EA832889282\nCustomer: ZMD13EA83289117\nHuman Agent: Yes please\nCustomer: ZMD13EA83288386\nHuman Agent: Can you double check ZMD13EA832889282? \nCustomer: ZMD13EA83288982\nHuman Agent: Thank you \nHuman Agent: As theses cameras are already bound to another account. We can contact the previous owner and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will contact you. What is the best email to reach you?\n\nCustomer: Jarret.greenhill@gmail.com \nHuman Agent: I will start that process. If he is able to find the purchase receipt we can remove them with out waiting the 30 days. Just send a email or contact us via chat. \nCustomer: So I bought the cameras and gave them to my dad for a xmas gift few years back and he just got a new system so do I still have to go through this or is there an easier/faster way to release them \nCustomer: I have the receipt I purchased them off Amazon \nHuman Agent: Are you able to provide the receipt? \nCustomer: Yes let me search my emails and I can find it, is there a way I can tell which is which I bought 2 systems at 2 different times \nCustomer: I found it so what exactly do you need the order number a picture of the Amazon receipt? \nHuman Agent: Picture of the amazon receipt. You can send it in the chat or via email to support@zmodo.com \nCustomer: Okay \nHuman Agent: Thank you \nCustomer: D/static_file/e786cd5430_1_20240924104004.jpg\nHuman Agent: Thank you one moment \nHuman Agent: The cameras have been removed off the old account. \nCustomer: Yes \nCustomer: Phone died I'm sorry \nHuman Agent: The cameras have been removed off the old account. \n\nHuman Agent: No worries \nCustomer: Okay so now I should b able to add them no problem? \nHuman Agent: Yes let me know if you run into issues \nCustomer: Okay thank you \nHuman Agent: You're welcome, is there anything else we can help with today?"]
["Customer: How to delete account \nCustomer: How to delete account \nHuman Agent: Hello, you've reached customer care, my name is Kylie. For deleting the account from the system you would have to fill out and submit an account deletion form. I can email you the form then once you have filled it our you would email it back to me, what is the Best email for you?"]
["Customer: Troubleshooting\nCustomer: My camera isn't showing me real time it's show 7am \nHuman Agent: If the live video is showing you the wrong time, then you can change the time zone and then change it back. That will sync the time on the camera and will force it to check and set the time correctly.\nHuman Agent: Tap on Live for the camera. If the time is off, then tap on the Gear icon in the top right corner. Tap on the three dots in the top right corner. Tap on Device Time Zone and change the time zone to any other time zone. Then tap on Device Time Zone again and change it back to the correct time zone.\nCustomer: It's showing the actual video from this morning.  When I click live it shows 7 am time not 3pm\nHuman Agent: Alright, can you try changing the time zone on the camera and changing it back? Let me know if that changes the time on the camera when you go to view it."]
["Customer: I need help resetting my password. I don’t remember the old one\nCustomer: I think I did that\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Okay, after doing that, were you still having trouble logging in?"]
["Customer: Set up\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the solid blue camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: I forgot my password\nCustomer: Essienolan40@gmail.com\nCustomer: I’ll start the blue light\nHuman Agent: Okay, do you have access to the email still?\nCustomer: Yes\nHuman Agent: Okay, then if you go to log in, there is a forgot password option. You can use that to have a verification code sent to your email to reset your account password. \nCustomer: Essienolan40@ g\nHuman Agent: Did you see my previous message?"]
["Customer: I have several zmodo and zosi products.  Why won't my hard drive model:ZP-NL18  ID:ZMD131EA1243902 won't connect.  I get errors saying invalid ID\nCustomer: Set up\nCustomer: My message is clear\nCustomer: are you there?\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Can you  send me a picture of the ID and where you get the error saying invalid ID? \nCustomer: The ID is carefully written above.  I can't take a picture of the error message right now\nHuman Agent: I think I found the correct one, it is linked to an email account starting with js*******@comcast.net do you recognize and have access to that account? \nCustomer: yes\nHuman Agent: Okay and the error you get stating \" invalid ID\" is that on the Zmodo app? \nCustomer: can you use starjl@comcast.net    I cahnged my plan recently\nCustomer: Yes, I also tried meshare\nHuman Agent: No, you need to remove it off the old account before it can be added to the new one, same thing with the cameras. \nCustomer: Do you have the old account info?\nHuman Agent: Are you meaning like the account password? \nCustomer: Some of that is several years back.  I think I had an extra email account that might have been jstarmann@comcast.net or jstarmannsr@comcast.net\nHuman Agent: Do you still have access to the email account you think it is to reset the password? \nCustomer: I dropped comcast and then I just returned to them as an ISP.  I really think that previous stuff could be hard to access.  Can't you and I clear it off\nHuman Agent: I would need the IDs off all the cameras you want to remove off the account and the receipt for those cameras. For me to be able to remove them from my end. \nCustomer: I have the cameras working on another hard drive.  I'm trying to reset this drive because it will handle 8 cameras and the other only wants to manage 4.  So it is somewhat like asking you how I do a factory reset on the hard drive ----- assuming you guys won't just block that hard drive no matter what i do\nHuman Agent: Resetting the drive does not remove it off the current account, you wont be able to view it on the mobile app only locally with a TV or monitor \nHuman Agent: All the hard drive stores is video recordings not the device settings nor the account the device is linked to. \nCustomer: Is the account I'm looking for jstarmann or jstarmannsr@comcast.net\nHuman Agent: I cannot give out the full email sorry \nCustomer: If I can get password help form comcast, how do I proceed with you guys?\nHuman Agent: You would just reset the account password via the app or web app at user.zmodo.com. Once you can sign in you delete the devices off that old account. That will then let you add the devices to the new account. \nHuman Agent: Here is how to remove a device from your account, please follow these steps:\n\nGo to the device's Live View.\nTap the gear icon.\nTap the three dots icon.\nSelect \"\"Delete Device\"\".\nCustomer: Thanks, I'll try\nHuman Agent: You're welcome, is there anything else we can help with today?"]
["Customer: Set up\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: Español?\nCustomer: Tengo una camara que no me permite eliminarla de la cuenta\nCustomer: D/static_file/4a9bd8c905_1_20241002161038.jpg\nHuman Agent: Muy bien, puedo eliminar la cámara de la cuenta si lo deseas. ¿Quieres que borre el dispositivo?\nCustomer: Si\nHuman Agent: He eliminado el dispositivo de tu cuenta.\nCustomer: Déjeme revisar\nCustomer: Muchas gracias , tenga buen dia\nHuman Agent: \nDe nada"]
["Customer: Set up\nCustomer: I made a mistake and deleted my cameras off my phone how do I put them back on there so I can look at the screen on the phone\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I believe you may be logged into the wrong account. What is the ID of one of your devices? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: My name us Princess Davenport and I have an gmi eith you all..but I have not being able to get anyone..my cameras have been down.about 3 months..and I purchased 3 outside cameras from your all but I need help getting back into my account. \nCustomer: Give me customer support..phone numbet\nCustomer: Agent\nCustomer: Okay\nHuman Agent: What is the email address or phone number that you log in with?\nCustomer: Levonedavenport1960@gmail.com\nHuman Agent: Do you have access to that email address? If you are able to receive emails, then you can reset the password.\nCustomer: Yes.i have it with me right now.but it keeps say .do not recognize my Gmail address \nHuman Agent: You can also try through the web app at https://user.zmodo.com/changepwd\nHuman Agent: So lets give it another shot now.\nCustomer: Okay .hold on"]
["Customer: Hi. How can I eliminate the need to type in the four digit numbers when I sign in? I only want my username and password. Please advise. \nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. There is not a way to disable that when logging in, its a safety feature. \nCustomer: Thanks \nCustomer: It seems to come and go though. It’s not always there when I sign in. \nHuman Agent: Yes, that is correct. There is not a way to disable that when logging in, its a safety feature.\nCustomer: You would think you would let the customer make that decision like all other two factor type authorizations. \nHuman Agent: Not for this specific login precaution. \nCustomer: Ok thanks. \nHuman Agent: Thank you as well, have a great day"]
["Customer: How do I logout of all devices \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You may change your password to log out other devices. The other devices would be logged out within the next few hours."]
["Customer: Agent\nCustomer: Live agent please\nCustomer: Ok,…this is my 3rd time trying this.\nHuman Agent: How can I assist you?\nCustomer: Are you a live agent?\nHuman Agent: Yes, how can I assist you?\nCustomer: I’m at a different state; Moved with my Zmodo camera system.  I need to get these cameras deleted so I can set them up here, in AL\nCustomer: D/static_file/a5280b5bcd_1_20250106164656.png\nCustomer: These are the cameras I need deleted or removed from the old account.\nCustomer: I tried going in to delete or move and I get this message here….\nCustomer: D/static_file/da21986abe_1_20250106164746.jpeg\nHuman Agent: It looks like those cameras are setup on another account. The account is a @gmail.com email address and the first two characters are \"ca\". Do you recognize the email address? If you do recognize it, then do you have access to the email address or the Zmodo account?\nCustomer: I do but I can’t recall the password—\nCustomer: it may be the address CARROLL412\nHuman Agent: Do you have access to the email inbox? If you can receive an email to that email address, then you can reset the password to log in to the Zmodo account.\nCustomer: I thought I had everything setup under Gerald.w.carroll1@gmail.com\nCustomer: No, I don’t remember the password.\nHuman Agent: You do not remember the password to the Zmodo account? Or to the actual email inbox?\nCustomer: I even tried the QR code but not working because it’s a SOLID blue/green light.\nCustomer: Don’t remember the password to the email account\nHuman Agent: Are you able to try resetting the password to log in to that account?\nCustomer: Zmodo email is tied to Gerald.w.carroll1@gmail.com\nHuman Agent: There are no cameras on that Zmodo account.\nHuman Agent: The Zmodo account that the cameras are bound to is a @gmail.com email address and the first two characters are \"ca\".\nCustomer: I’ve tried everything.  I rerouted me to enter my cell phone number which I’ve had 2 cell phones since then\nCustomer: D/static_file/d71c17db0f_1_20250106165248.jpg\nCustomer: I have about 8-9 cameras but don’t want to but anymore because if password or email problems.\nHuman Agent: Okay, if you do not have access to the email address, then we have a couple of options for unbinding the cameras from that account. First, do you have the invoice or order information from the purchase of the cameras?\nCustomer: I purchased these cameras in 2021 sir…lol\nCustomer: I think I bought them from Amazon….\nCustomer: I can check \nHuman Agent: Okay, that does not answer the question. You may still have the order information. If they were purchased on Amazon, then Amazon keeps your order information.\nHuman Agent: I would also need the Device IDs from any camera that you want to unbind from that account.\nCustomer: Just a sec\nCustomer: Here’s one purchase….\nCustomer: D/static_file/15c3f825c4_1_20250106170045.jpeg\nHuman Agent: I would need a screen shot of the order details showing the date, description, price, and seller of the unit all included in the picture.\nCustomer: D/static_file/41805f4bbd_1_20250106170309.jpeg\nCustomer: Let me see if I can pull the invoice\nHuman Agent: It would need to show the date, description, price, and seller of the unit all included in the picture.\nCustomer: D/static_file/011a97380e_1_20250106170609.png\nCustomer: D/static_file/62e1b78b5c_1_20250106170635.png\nCustomer: D/static_file/ec41d28629_1_20250106170650.png\nCustomer: Did you get the invoices???\nHuman Agent: Yes, I also need the Device IDs for any cameras that you want to unbind from the account.\nCustomer: I’ll resend it, sent earlier…. Just a sec\nHuman Agent: That was just 5 cameras. You said that you had more cameras.\nCustomer: D/static_file/4872c0087e_1_20250106170912.png\nCustomer: I do,…l have to plug them in and check off the serials #s so I’m not putting them in here twice.\nHuman Agent: So I was asking about the Device IDs for the other cameras that you said you have.\nHuman Agent: You can send the same Device ID twice, that is fine. Each Id is unique, so it would just go to the same camera.\nCustomer: Can I just send pictures of the serial #s?\nHuman Agent: That is fine. I just need the Device IDs.\nCustomer: D/static_file/5ae7c50b2d_1_20250106171331.jpeg\nCustomer: D/static_file/99e0bb2c09_1_20250106171337.jpeg\nCustomer: D/static_file/ebb06a233b_1_20250106171349.jpeg\nCustomer: D/static_file/5eb7315ad8_1_20250106171357.jpeg\nCustomer: More coming…\nHuman Agent: Okay, and you can just send them, you do not need to circle the Device ID first.\nCustomer: Ok— I’ll send what I have circled already, sorry\nHuman Agent: It's not a problem to circle the Device ID. It is just not necessary and I figured it would make it easier for you.\nCustomer: D/static_file/6548b101f0_1_20250106172107.jpeg\nCustomer: D/static_file/a9268cd2a3_1_20250106172140.jpeg\nCustomer: D/static_file/0a2caf837e_1_20250106172151.jpeg\nCustomer: D/static_file/16f99bdbf9_1_20250106172202.jpeg\nCustomer: D/static_file/edaba9ca24_1_20250106172222.jpeg\nCustomer: D/static_file/219f3cdb5d_1_20250106172330.jpg\nCustomer: D/static_file/8a55a72b54_1_20250106172330.jpg\nCustomer: Last one sent twice, sorry\nCustomer: That’s all I need unlocked.  Thank you very much Grant.\nCustomer: Sorry to be a burden.\nCustomer: I just didn’t want to buy another set. \nHuman Agent: Alright, let me take a look at the cameras and the order information that you sent.\nCustomer: Thank you\nHuman Agent: I apologize for the wait. I am currently doublechecking the cameras and unbinding them once I have confirmed their information matches the order information that you sent. I am about halfway through the cameras right now.\nCustomer: No worries buddy. I’m just grateful to have your support.  I know this isn’t an easy request.\nHuman Agent: Okay, thank you for your patience. I have removed the cameras from that account. The cameras that are already on your Wi-Fi network, you should be able to add to your account with the LAN search now.\nCustomer: Yes sorry \nCustomer: Did they all get unlocked?"]
["Customer: Its saying connected to another account \nCustomer: I've deleted all accounts and cameras\nCustomer: Cameras are flashing green\nCustomer: I've verified wifi\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera that is saying it's connected to another account?\nHuman Agent: The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: I've used these cameras on this phone for a long time. Had to factory reset phone and now won't reconnect \nHuman Agent: What is the ID of the camera that is saying it's connected to another account? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \n\nCustomer: I've tried the, said invalid id\nHuman Agent: You've tried what? I'm unsure what you mean as I've only asked you to provide the ID so that I may look it up."]
["Customer: I got this camera I have at a thrift store recently but when I went to hook it up it said it was linked to another account what do I do \nCustomer: OK how do I reach an agent over telephone\nCustomer: Agent\nCustomer: Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device to see what kind of account it is bound to, can you send me the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid. \n\nCustomer: Ok\nCustomer: Zmd14e9DA226923\nCustomer: ZP-IBH15-W\nCustomer: Is that what you needed \nHuman Agent: Yes, Let me look up this device now, one moment\nCustomer: OK thank you \nHuman Agent: I found the camera, it looks like tis bound to another account that was created with an email, I cant give you the full email but I can give you the first 3 letters and the domain, it is \tles************@gmail.com Do you have access to that email at all?\nCustomer: No I have no clue who this could be bc like I said I got the camera at a thrift store recently \nCustomer: So what do I do am I just shit outta luck \nHuman Agent: Okay, That's no problem, there is a way to remove it from the account don't worry. To remove the camera from the account its currently tied to we would have to go through the unbind process, For that I would send an unbind request to the email the camera is bound to, then after a response of approval or is after 30 days of no response occur they I will unbind the camera and notify you, is the best email for us to keep in touch the ginnie0817@yahoo.com email?"]
["Customer: Set up\nCustomer: Won’t connect \nCustomer: Trying to set up cameras and they don’t connect \nCustomer: QR code won’t scan \nCustomer: I have did all the and it still does not work \nCustomer: Can someone call me \nHuman Agent: You can tap on Schedule Call if you would like to schedule a callback appointment.\nHuman Agent: If you want to work with me here in the Live Chat, then could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Yes\nCustomer: Can I schedule a call\nCustomer: The code is\nHuman Agent: Yes, you can tap on Schedule Call to make a callback appointment.\nCustomer: SMS16gn17203047\nCustomer: ZMD16GNI7203047\nCustomer: I have multiple cameras that will not connect \nHuman Agent: That camera is already connected to a Wi-Fi network, so it will not read the QR Code. The camera is setup on a different account. The camera is on a @icloud.com email address and the first two letters are \"ju\".\nCustomer: Is there anyway we can change that? That person is no longer with us. \nHuman Agent: There are a few options. Are you able to log in to the Zmodo app with that email address? Or do you have access to receive emails at that email address?\nCustomer: We don’t have the password or access \nHuman Agent: Alright, then can I have the Device IDs for the other cameras?\nCustomer: Yes \nCustomer: ZMD16GNI7203108\nHuman Agent: Is that the only other camera that you have? Do you have any others?\nCustomer: ZMD16FFI7201205\nCustomer: ZMD16FKI7203437\nCustomer: Should be 4 cameras\nHuman Agent: Thank you. Do you have an invoice or order information from the purchase of the cameras?\nCustomer: We purchased them on Amazon it’s been a couple years \nHuman Agent: Amazon would keep the records.\nHuman Agent: I do want to let you know that the Live Chat support will close for the evening in 8 minutes. If we run out of time, then I will send you an invitation to schedule a callback.\nCustomer: Yes I have the purchase order from amazon\nCustomer: Okay thank you \nHuman Agent: Okay, can you send a screenshot of the order information?\nCustomer: D/static_file/abf69eaefa_1_20240917175401.png\nCustomer: D/static_file/cc5f144c54_1_20240917175407.png\nCustomer: Yes\nHuman Agent: Thank you. Let me take a look.\nCustomer: Okay thanks\nHuman Agent: That would not be the order information for those cameras. The order date is after the date that the cameras were setup on the account.\nCustomer: That is the only one I have, I have ordered multiple times \nHuman Agent: Since we are closing, I will send you an invitation to schedule a callback. I will also send an Unbind Request email for the cameras on the account. We can contact the previous owner and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will contact you. What is the best email to reach you?\nCustomer: The person is out of the country so we just have to wait then? \nCustomer: adrianatrujillo73@icloud.com"]
["Customer: i am trying to delete my device from old phone i don't have access to to link with app on my new phone. it said to contact you\nCustomer: i used my current phone app but maybe don't have access to my same user account? s\nCustomer: how do i find out what my same user account i usually use it?\nCustomer: i found that in my new app but how does that help me disconnect my old device\nCustomer: device number ZMD16G717204404\nCustomer: device number ZMD16G717204404 how do I unlink that from my gmail account\nCustomer: i thought I was talking to customer support\nHuman Agent: It looks like that camera is connected to a @gmail.com email address and the first two letters are \"ne\".\nCustomer: okay so how do I delete it from that account so I can link it with my new phone\nCustomer: I would like it to be linked with nestee@tds.net\nHuman Agent: Do you have access to that email address? Or are you able to log in to the Zmodo account with that email address?\nCustomer: i have access to that email address\nHuman Agent: Then you would want to try to log in using that email address. If you are not able to log in, then you would be able to reset the password to the account.\nCustomer: i reset the password to the account and when trying to use the new info to log in it says it can not be verified\nHuman Agent: You would want to log in to the @gmail.com account and then you can remove the devices from that account and then set them up on a new account.\nCustomer: when trying that it says the information does not conform to the specification\nHuman Agent: What point are you at that it says that? And what information are you entering?\nCustomer: i am in zmodo under another tab.  i was under sign up.  that was wrong. now i am under sign in and it says the passwords so not match\nHuman Agent: If it says that the passwords do not match, then you will click on Forgot Password to reset the password.\nHuman Agent: You will need to log in on the mobile app in order to remove the cameras from the account.\nCustomer: okay i'll let you go and i'll try all that.\nCustomer: how do I change my gmail address to my tds address located on my phone app with my account number\nCustomer: how do I change my gmail address to my tds address located on my phone app with my account number\nHuman Agent: You cannot change the login email for an account. That is why you would want to log in to the account that uses the gmail email address and then delete the device from the account so that you can set it up on a different account.\nCustomer: okay. so under the gmail account i now see the devices.  how do I delete them?\nHuman Agent: You will tap on Live for the camera. Tap on the Gear icon in the top right corner. Then in Device Settings tap on the three dots in the top right corner. At the bottom of the screen will be a button that says \"Delete Device\" or \"Remove Device\". You will tap on that to remove the camera from the account.\nCustomer: oh boy.  am i a pain.  I don't see any live button.\nHuman Agent: Are you logged in on the web app or on the mobile app?\nCustomer: in web app. hang on i think i found it.  let me try something\nHuman Agent: You will need to be logged in to the mobile app. You cannot delete the devices from your account in the web app.\nCustomer: okay i will try that, please hang on\nCustomer: YOU HAVE BEEN SO HELPFUL AND SO PATIENT.  I GOT THE DEVICES DELETED FROM MY OLD ACCOUNT!! THANK YOU SO MUCH. I HOPE YOU SLEEP WELL TONIGHT KNOWING HOW MUCH YOU HELPED ME!!!"]
["Customer: Troubleshooting\nCustomer: Sharing devices\nCustomer: Troubleshooting\nCustomer: Sharing is not working\n\nCustomer: Customer service\nHuman Agent: What issues are you having with the devices that are shared to your account?\nCustomer: When I select sharing the devices are not available to select and the green box has a 0. I cannot get further than this point.\nHuman Agent: There are not any cameras on the account you are contacting us from. The cameras are shared with your account, so you would need to be on the account that the cameras are setup on in order to share them with another account.\nCustomer: I just reconnected both cameras and am able to see the motions. Am I supposed to do anything else after reconnecting them - both are in my App as well as my other phone.\nCustomer: And the alerts are functioning \nHuman Agent: Right now, you are contacting us from an account that does not have any cameras setup directly on the account. You are contacting us from the shanbrab@gmail.com account and there are two cameras shared with that account. The cameras are setup on a phone number account, *******344. You would need to be logged in to the phone number account to share them with another account.\nCustomer: Oh, okay. So I need to change from my email address to my phone number? Will I have to reset everything again?\nHuman Agent: No, you would not have to do anything.\nHuman Agent: You just need to be logged in to the account that the cameras are setup on in order to share them.\nCustomer: Thank you - I'll try that right now.\nHuman Agent: You're welcome.\nCustomer: I am unable to change from my email to my phone number. I have searched the Help menu for guidance, but nothing is posted. Can you assist me?\nHuman Agent: You would tap on Me at the bottom right corner of the app. Then log out of the app. Then login in with mobile number.\nCustomer: Great! Thank you again!\nHuman Agent: You're welcome."]
["Customer: Technical support \nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: Hi dillon\nHuman Agent: Hello, how may I help you?\nCustomer: I can't delete a device\nCustomer: I have tried everything the bot says. But still I cant (delete cacherestart phonere install app etc)\nHuman Agent: You generally should be able to open the app, hit live on the device, tap the settings gear, then the ... in the top right, then choose to delete the device. If you still cannot, please provide me the account number of the account you wish to delete it from (go to Me, tap the profile icon in the top middle, then check the account number there) and let me know which device based on the device's name. \nCustomer: If I gave you that would you have access to live camera and cloud?\nCustomer: If I have android how do I get that info\nCustomer: Looking forward for your comments\nHuman Agent: You would get that information via the instructions in my previous message. I would be able to look up the account and that would confirm your access to the account. Unless you were to change the password for us to log in which is not needed here, we do not have access to see the video of any devices. \nCustomer: 13139198\nHuman Agent: Thanks, what devices were you wanting to remove?\nCustomer: What are the differences between deleting and restarting device?\nHuman Agent: Deleting a device removed it from your account. You'd generally only want to do this if you no longer use the device. Restarting the device would be the same as unplugging it and plugging it back in. Resetting the device would wipe the current settings including wifi information and return it to defaults, but it would have to be online to be reset in the app. \nCustomer: If I reset it I need to set up it again? To pair the camera again with the app?\nHuman Agent: Yes, you would generally only want to do that if you have multiple wifi networks and you want to swap it from one network to another. \nCustomer: But I will need to pair it again?\nHuman Agent: Yes, if you reset an online device, you would need to set it back up on a wifi network before it will be able to be used from the app. \nCustomer: Ok delete all cameras from that user please\n\nHuman Agent: Okay, you're wanting to move to a new account then or giving them to someone else? If you're just wanting to set them all up, deletion wouldn't be necessary. \n\nCustomer: Yes please.\nCustomer: Delete them. All cameras\nHuman Agent: Alright, as they are subscribed through that account, you'll want to end your subscription so it does not renew further since it is tied to that account. Here is a link with more information on how to do that. https://support.google.com/googleplay/answer/7018481\nHuman Agent: They have been unbound. \nCustomer: Yes ok I will end up that\nHuman Agent: Okay, is there anything else I can help you with for now?\nCustomer: If I want to pair them on a new account I am able to do that?\nHuman Agent: Yes. \nCustomer: Ok thanks for ypu help\nHuman Agent: No problem."]
["Customer: Troubleshooting\nCustomer: The app is not sending notifications. Will not display any events. \nCustomer: App is not working as it should. \nCustomer: Still does not work, after suggested steps. \nHuman Agent: Hi my name is Wendy.  \nCustomer: App doesn't work just like you. \nHuman Agent: Can you see the notifications on the \"events\" tab? \nCustomer: No\nHuman Agent: -unplug camera & router for 3 minutes, after 3 minutes plug the router back in, when router is back online, plug the camera in, when the indicator light on the camera is solid blue, make a motion in front of the camera, see i f you get the alert\n-check the motion detection area, make sure that the whole area you want to be alerted about is  inside the blue lines., Tap on the live button of the camera, tap on the gear shaped icon in the upper right, detection zone.\n-On the app home screen, make sure notifications are turned on.  In your phone's settings for notifications, make sure notifications are allowed for the Zmodo app.  In your phone's settings for the Zmodo app, make sure notifications are allowed there too.\n-Check to make sure your phone's volume is up / not on mute or do not disturb.\n\nCustomer: After force stopping app, it's works for a while. But then returns to not displaying events and no notifications. \nHuman Agent: Okay.  Please go through the following troubleshooting steps to try and fix the no notification issue.\n\n-unplug camera & router for 3 minutes, after 3 minutes plug the router back in, when router is back online, plug the camera in, when the indicator light on the camera is solid blue, make a motion in front of the camera, see i f you get the alert\n-check the motion detection area, make sure that the whole area you want to be alerted about is  inside the blue lines., Tap on the live button of the camera, tap on the gear shaped icon in the upper right, detection zone.\n-On the app home screen, make sure notifications are turned on.  In your phone's settings for notifications, make sure notifications are allowed for the Zmodo app.  In your phone's settings for the Zmodo app, make sure notifications are allowed there too.\n-Check to make sure your phone's volume is up / not on mute or do not disturb."]
["Customer: How do I share the app with someone \nCustomer: I’ve followed all the steps and it says failure \nCustomer: Not when I am trying to share the app\nCustomer: Yes it won’t work \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the account you are trying to share devices to?\nCustomer: It won’t let me share the app with anyone \nHuman Agent: What is the account you are trying to share devices to?\nCustomer: D/static_file/f750aa4223_1_20250213165034.png\nCustomer: I put my number like it says and it won’t work\nCustomer: I’m trying to allow a family member to see the app\nHuman Agent: There is no account under 2089355707. You would need to share to the email of an existing account (or phone number if it's a legacy account created with a phone number). Your family member will need to create their own account, tell you the email, then enter that email there to share. \nCustomer: Is someone there \nHuman Agent: Yes. \n\nCustomer: Ok do you need more information \nHuman Agent: No, did you see my message? I said \"There is no account under 2089355707. You would need to share to the email of an existing account (or phone number if it's a legacy account created with a phone number). Your family member will need to create their own account, tell you the email, then enter that email there to share. \"."]
["Customer: Troubleshooting\nCustomer: Could someone possibly call me at. 513-615-1900?\nCustomer: can I please talk to a person?\nCustomer: I have several cameras mounted and running. I can view them on my phone. Now I want to add an NVR to he system\nHuman Agent: Could I have the device ID of the NVR you are working with?  It should start with ZMD and should be on a white sticker on the NVR.\nCustomer: My NVR is plugged in and connected to my router and TV . I get a screen with lines for multiple cameras but I cannot get feed from any of the cameras.\nCustomer: ZMD13G7A1226258\nHuman Agent: It looks like that NVR is setup on another account. Did you setup the NVR previously on another account or did you recently purchase the NVR?\nCustomer: It will possibly be under Janpan01@yahoo.com.\nCustomer: She is here and available to chat with\nCustomer: Jan Pancheri\nHuman Agent: That is not the account the NVR is setup on.\nCustomer: edmurph@aol.com\nHuman Agent: Did you setup the NVR previously on another account or did you recently purchase or receive the NVR?\nCustomer: I don't know now\nHuman Agent: You mean you don't know if you recently purchased or received the NVR?\nCustomer: It's been several years. Was setup in Ohio, now we want to set it up  in Florida.\nCustomer: I did not recently purchase this NVD\nHuman Agent: The NVR is setup on a phone number account, *******579. Do you recognize the phone number?\nCustomer: I do not.\nHuman Agent: Then we have a couple of options for unbinding the NVR from the account. Do you have the invoice or order information from the purchase of the NVR?\nCustomer: No, I do not.\nCustomer: I will probably go back to Amazon and check  my orders.\nHuman Agent: Alright, you can do that. The other option would be the Unbind Request. As this NVR is already bound to another account, I can contact the previous account and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: edmurph@aol.com. We have had this NVR for several years, hooked up and running in Cincinnati. We unplugged it on 9/5/2024. it has not been used since.\nHuman Agent: Thank you. I will get the Unbind Request sent. Do you have any questions?\nCustomer: I just wonder HOW I got it running the last time.\nCustomer: Is there a reset on it?\nHuman Agent: You can reset the NVR. I would recommend unplugging the NVR from the router first as it will reset any Wi-Fi cameras that are connected to the same router. There is a pinhole reset button in the back.\nCustomer: Evidently I bought it on an online auction site. Fast Track Auctions.\nHuman Agent: Alright, do you have an invoice or order information from the purchase of the NVR?\nCustomer: I do not. Been too many years\nHuman Agent: Alright, then I will get the Unbind Request sent.\nCustomer: thank you!\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hi my name is Wendy TF front entrance & TF back gate show offline.  Are these the 2 cameras you are needing help with?"]
["Customer: Wendy,  thank you for your support \nHuman Agent: Glad you were able to login!"]
["Customer: Hi mira. I want to access the rstp stream video outside the app\nCustomer: -1\nCustomer: i want to connect my camera to my own nvr\nCustomer: -1\nCustomer: please connect me with a customer agent\nCustomer: Hi grant\nCustomer: I need to make public the video stream of my zmodo camera\nCustomer: i bought 8 cameras model ZP-IBH27-W\nHuman Agent: There is not an RSTP stream to access outside of the app and the camera would not be compatible with a third party NVR system.\nCustomer: should I return the camera?\nCustomer: The app does not make a good movement recognition to trigger the alarm\nHuman Agent: That is up to you. You would view the cameras through the app. If that is not sufficient for you, then you may want to return them.\nCustomer: Thats something that wont change in the near future?\nCustomer: I walk in front of the camera, with the alert mode ON and the app open, and i did not receive a single notification of movement detection\nHuman Agent: The app is not going to send you a push notification when the app is open. The app is open so your phone does not notify you. There is also a cooldown period between subsequent events and notifications to your phone.\nCustomer: it didnt happen with the app open. nor the open in background nor totally closed :(\nHuman Agent: There is also a cooldown period between subsequent events and notifications to your phone.\nCustomer: how much time is it?\nCustomer: is it configurable?\nHuman Agent: There is a minimum of 3 minutes between motion events. And there is also at least 4 events that do not send a notification or 20 minutes between notifications. It is not configurable.\nCustomer: ok thanks\nCustomer: the app is under development yet?\nHuman Agent: The app is updated with changes and new features. I do not have any information at the moment about if there will be changes to how the motion events work.\nCustomer: is there any way to get the video outside of the app?"]
["Customer: I have cameras that was linked to a different account I need to get changed \nCustomer: How can I delete it from the old account I have no access to it\nCustomer: I have no access to that account \nCustomer: So these cameras are not usable?\nCustomer: I try to set them up but saying it is to another account \nCustomer: No way of changing the information \nCustomer: I was told to get the zdm number and they could help me\nCustomer: I have them\nCustomer: Zdm number 17a817207579\nCustomer: Zdm number 17A817207579\nCustomer: Zdm number 17A817207579\nCustomer: Number for  support agent \nCustomer: Agent \nHuman Agent: Alright, that looks like the Device ID for one device. Do you have any other cameras?\nCustomer: Yes I do \nCustomer: Zdm 17A817207555\nCustomer: Zdm 17A817207591\nCustomer: You still there \nHuman Agent: Yes, are those the only devices? Just the 3 cameras?\nCustomer: Right now yes. \nHuman Agent: Alright, let me take a look at them.\nCustomer: Thanks \nHuman Agent: Okay, because the account you are currently contacting us from has the same email as the contact email on the account that the cameras were setup on, I was able to unbind the cameras from that account. You can now setup the cameras on a new account.\nCustomer: Thanks \nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: My camera's are not working \nHuman Agent: Hi my name is Wendy\nHuman Agent: What is the device ID on the camera you are needing help with? The device ID will be listed on a sticker on the camera and will start with ZMD or GSG\n\nCustomer: I have 4 cameras. They're all mounted. Can't see the stickers\nHuman Agent: I don't see any cameras connected to email eric_lee_wright@yahoo.com.  I would need to know at least one of the device IDs in order the check the camera\n\nHuman Agent: if easier please attach a clear picture of it\nCustomer: Okay. I can see one. Zmd 13e383282555\nHuman Agent: Thanks.  ZMD13E383282555 shows online.  Its connected to a phone number account ending in 926\nHuman Agent: You would want to login to the Zmodo app with your phone number instead of an email to see the camera\nCustomer: Yes. In the app I don't see my cameras \nHuman Agent: log out\nHuman Agent: then login with your phone number\nCustomer: Okay"]
["Customer: Set up\nCustomer: Need a human being\nCustomer: I need to connect a zmodo kit\nCustomer: Yes\nCustomer: I need to reset account\nCustomer: I don’t have access to the old account\nCustomer: Which email I send an email to?\nCustomer: I don’t have access to my old account, I have access to my zmodo nvr and cameras. What do I do?\nCustomer: How do I contact snood support?\nCustomer: Hi\nHuman Agent: Could I have the device ID of the NVR you are working with?  It should start with ZMD and should be on a white sticker on the NVR.\nCustomer: Ok, one second\nCustomer: ZMD13CD59205707\nCustomer: I have it connected to the monitor and have the mouse also connected\nHuman Agent: Thank you. You are not able to receive emails at all at the email address that the NVR is connected to?\nCustomer: No\nCustomer: I have physical access to the nvr\nHuman Agent: Alright, we have a couple of options. First, do you have the invoice or order information from the purchase of the NVR?\nCustomer: That is a good question… somewhere… what other option do I have while I look for it?\nHuman Agent: As this NVR is already bound to another account I can contact the previous account and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: marisa.cerasuolo@gmail.com\nCustomer: So you will contact me?\nCustomer: Nothing we can do now?\nHuman Agent: When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you.\nCustomer: Ok thanks\nHuman Agent: If you have the invoice or order information, then we can potentially use that to unbind the NVR earlier.\nCustomer: Looking\nHuman Agent: If you are unable to find it now, then do not worry, you can always contact us later if you find it.\nCustomer: Nothing\nCustomer: I’ll wait for the other process\nCustomer: Actually\nHuman Agent: Alright, do you have any questions about the Unbind Request process?\nCustomer: I might have found it\nCustomer: One sec\nHuman Agent: Okay. \nCustomer: D/static_file/d966bee577_1_20241218120450.jpg\nCustomer: This is what I have\nCustomer: D/static_file/8adb6eb09c_1_20241218120603.jpg\nCustomer: I don’t have the receipt anymore\nHuman Agent: Unfortunately if you do not have the invoice, the unbind request that was sent previously would be the only option. Did you have any other questions about the process for now?\nCustomer: Nope\nCustomer: Ok\nCustomer: Thx\nHuman Agent: Alright, we'll reach back out to you via marisa.cerasuolo@gmail.com once the unbind process has finished. Have a good day!"]
["Customer: Hi there, there is a problem accessing my locally saved videos. It crashes Everytime. I thought to uninstall and reinstall the app, but I don't want to lose any of the saved data.\nCustomer: From where specifically do I access the in-app saved video files for backup?\nCustomer: Unfortunately this answer is deficient\nCustomer: -1\nCustomer: Hi, are you a live agent?\nHuman Agent: The video would be saved on a hard drive on the NVR on your account. So uninstalling and reinstalling the app would not delete anything if it is saved to your NVR. Where are you trying to access the footage?\nCustomer: I saved footage from a long time ago which would not be accessible on the NVR. It is available to play on my device in gallery, but is not retrievable on the NVR. Unfortunately the issue is I cannot save the video to my device. It simply freezes every time and then tells me the gallery is empty. I have ruled out any problems with my device already.\nHuman Agent: It would not be saved to the Gallery. If you did not save it to your phone or computer before it was removed from the NVR, then it may not be viewable. That is probably why it is telling you the Gallery is empty.\nCustomer: The gallery is not empty. It shows the videos to start with \nCustomer: The video is accessible to play on my device from th gallery as described above. Am I speaking to a live agent?\nCustomer: As described above, when I press the save button while displaying the video in the gallery it closes/freezes and then th videos are no longer visible in the gallery until I exit and return to the gallery.\nCustomer: Could you please clarify if you are a live agent please?\nHuman Agent: Yes, I am a live agent.\nCustomer: I appreciate your help\nCustomer: First time interacting with your support!\nCustomer: The videos ar very important, wo that is why I want to be careful not to lose them.\nHuman Agent: Saving video just to the Gallery is not reliable as it can remove video on large app updates or if you uninstall and reinstall. That is why you would want to save it to your phone or computer, as I mentioned previously. So if the video is not playing and then says the Gallery is empty, that very likely means the video is not available any longer.\nHuman Agent: Unless you saved it to your phone or computer.\nCustomer: The video is playing as described above\nCustomer: Please review the problem\nHuman Agent: What you said above: \"when I press the save button while displaying the video in the gallery it closes/freezes and then th videos are no longer visible in the gallery until I exit and return to the gallery.\"\n\nAnd as I said, saving video just to the Gallery is not reliable as it can remove video on large app updates or if you uninstall and reinstall. That is why you would want to save it to your phone or computer, as I mentioned previously. So if the video is not playing and then says the Gallery is empty, that very likely means the video is not available any longer.\nHuman Agent: Footage from the Gallery can become inaccessible or get removed from the app after updates or uninstalling and reinstalling the app. So the footage may not be accessible if you did not save it there recently.\nCustomer: \"So if the video is not playing and then says the Gallery is empty, that very likely means the video is not available any longer.\"\n\n\"So the footage may not be accessible if you did not save it there recently.\"\n\nAs described above, the video is playing, and the footage is accessible. This is precisely why I am contacting you, in order to preserve/save the currently accessible/playable footage. The saving function is where problems occur, as described above.\nCustomer: Could you please assess the problem I am describing and offer solutions, if available. It would be much appreciated because the data is very important, and I am asking for your help to preserve currently accessible data.\nHuman Agent: I'm sorry for any confusion or miscommunication. That is what I am saying. The Gallery is not reliable due to issues sometimes occurring when the app is updated or other changes are made.\nHuman Agent: You can try using another phone or tablet. Otherwise the option would be uninstalling and reinstalling the app, but that will likely empty the Gallery.\nHuman Agent: You can record the video with another phone or tablet.\nCustomer: Ok, I would recommend if there is a known issue of unreliability, that your company addresses this immediately because otherwise it is jeopardizing important customer data systemically.\nHuman Agent: The footage when you make a clip lets you save it directly to your phone or tablet if you allow the app permission to your photos. Can you check your settings to check the app permissions?\nCustomer: Also in this case can your technical team advise on where the specific currently accessible footage is stored so I can save it manually.\nCustomer: Already checked\nHuman Agent: We do not have access to anything that you do not have in your app. We actually have less, because we do not have access to the hard drive in your NVR since that is all saved locally on the NVR.\nCustomer: Can your technical team advise on where the specific currently accessible footage is stored so I can save it manually?\nHuman Agent: We do not have any access to the footage. The footage would just be available through your app.\nCustomer: You have the information that allows access even if you cannot access directly. Can you specify the directory where I can find the app footage data files please?\nCustomer: Also can you please provide the full contact details of your privacy officer?\nHuman Agent: The Directory where you can find the app footage data files is not something we'd be able to assist with and it generally should not be directly accessible anyway. In regards to the contact for our privacy officer, you can contact the legal department at legal@zmodo.com.\nCustomer: I found a directory in Android/data/com.zmodo but it appears no files are there. So where is the playable footage stored?\nHuman Agent: As far as recording the footage, you can use a screen recorder if it is playing properly in the app and freezing just when you try to download it.\nCustomer: That is very time consuming and a rather unreasonable demand. It doesn't actually get me the stored data I am requesting.\nCustomer: I do not have a screen recorder\nCustomer: I found a directory in Android/data/com.zmodo but it appears no files are there. So where is the playable footage stored?\nCustomer: Also can you please provide the full contact details of your privacy officer?\nHuman Agent: You can use AZ Screen Recorder https://play.google.com/store/apps/details?id=com.hecorat.screenrecorder.free&hl=en_US\nHuman Agent: The Directory where you can find the app footage data files is not something we'd be able to assist with and it generally should not be directly accessible anyway. In regards to the contact for our privacy officer, you can contact the legal department at legal@zmodo.com.\nCustomer: Thank you\nHuman Agent: You're welcome."]
["Customer: podrian ayudarme a desvincular una dvr \nCustomer: mi dvr lanza estar vinculada a otra cuenta\nCustomer: compre una dvr usada \nCustomer: agente \nCustomer: compre una dvr usada zmodo usada y me aparece vinculada a una cuenta, podrian ayudarme a desvincularla el ID es 15FW73SM505712Y\nHuman Agent: Déjame echarle un vistazo a ese dispositivo.\nCustomer: D/static_file/310f1dca33_1_20250120103642.jpeg\nCustomer: D/static_file/36bbf68609_1_20250120103658.jpeg\nHuman Agent: ¿Tiene la factura o la información del pedido de la compra del sistema NVR?\nCustomer: la compre usada \nCustomer: pero me lanza que esta vinculada a una cuenta \nHuman Agent: Entiendo. ¿Tiene una factura o información del pedido de la compra del NVR?\nCustomer: D/static_file/c8576daf3b_1_20250120104010.jpeg\nHuman Agent: Sé que está vinculado a otra cuenta. Tenemos algunas formas de liberarlo. Primero, ¿tiene una factura o información del pedido de la compra del NVR?\nCustomer: D/static_file/272f460476_1_20250120104340.png\nCustomer: ESA ES LA FACTURA DE MI COMPRA \nHuman Agent: Muy bien, la factura no contiene toda la información que necesitaríamos.\nHuman Agent: Tenemos otra opción, dame sólo un minuto aquí.\nCustomer: ESTA BIEN \nCustomer: QUE INFORMACION NECESITAN, LE PIDO A EL COMERCIO QUE ME HAGA UNA NUEVA FACTURA CON TODA LA INFORMACION DE LA DVR \nHuman Agent: Como este NVR ya está vinculado a otra cuenta, puedo comunicarme con la cuenta anterior y solicitar que eliminen el NVR de su cuenta; sin embargo, debo esperar 30 días para recibir una respuesta. Cuando reciba una respuesta o al final de los 30 días si no recibimos respuesta, desvincularé el dispositivo y me comunicaré con usted. ¿Cuál es el mejor correo electrónico para comunicarme con usted?\nCustomer: cpinedaa4@miumg.edu.gt\nCustomer: D/static_file/5acbf5c85f_1_20250120105244.png\nHuman Agent: Necesitaría la fecha de compra, información del dispositivo, precio e información del vendedor. Lamentablemente no tiene esa información claramente etiquetada. Enviaré el correo electrónico de solicitud de desvinculación. ¿Tiene alguna pregunta?\nCustomer: muchas gracias \nHuman Agent: De nada."]
["Customer: Need to transfer my cameras to another account \nCustomer: Can you swap it over? I don’t want to lose the yearly membership I just paid for \nCustomer: Please connect me with a live agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are the cameras your wanting to move currently on this account with the email maineracer15@yahoo.com?\nCustomer: I need my cameras swapped over to a new account under afterhoursautomotiveandtowing@gmail.com I spoke with a live agent last week and he was going to swap everything over so I don’t lose out on the yearly membership I had just renewed \nCustomer: Yes \nHuman Agent: Okay, l looked up the email  afterhoursautomotiveandtowing@gmail.com in our system and I do not see an account created with that email, did you make the new account with the email  afterhoursautomotiveandtowing@gmail.com from the mobile app?\nCustomer: I tried to last week and assumed it worked, I can try it again \nHuman Agent: Okay,  try again from the mobile app then let me know once you have created the account so I can search for it again"]
["Customer: Need help with the 8 second quick record option, one of my cameras isn’t showing in my events \nCustomer: -1\nCustomer: Need a human\nCustomer: Ok, thanks Grant\nHuman Agent: Which camera are you having trouble with?\nCustomer: When I go to Events, I normally can view a 7-8 second clip of events, without paying the annual fee for cloud recording.  One of my 7 home cameras isn’t recording anything.  Can you help?\nCustomer: Garage West\nCustomer: ZMD18ADIH507006\nHuman Agent: Alright, I can sync and restart the camera. Are you there with the camera at this time?\nCustomer: No, not at that location now\nCustomer: D/static_file/74ca285631_1_20241120143245.jpeg\nCustomer: Sorry wrong picture\nCustomer: I’m am trying to find that picture of what is going on\nHuman Agent: Since you are not there, you would just want to monitor it and wait to see if an event is made.\nCustomer: My son walked by it a few times and nothing \nCustomer: I’ll just contact you once I’m home\nHuman Agent: Alright, you would want to try to make and event after it has finished rebooting, which it can take a few minutes. You would also want to close the app to see if it will send a notification, as well.\nCustomer: Ok\nCustomer: Thanks \nHuman Agent: You're welcome.\nCustomer: Garage West just sent me a notification, I guess whatever you did worked.\nHuman Agent: Good, I am glad that worked. It likely just got desynced and the restart fixed that.\nCustomer: Ok, how about another question on a camera I put in at my son’s house and he gave it back to me?  It won’t let me add it to my home device, says it’s already being used\nCustomer: ZMD18EDIH800068\nHuman Agent: That camera is on another account, so it would need to be removed from that account before it can be setup on your account.\nCustomer: My son (Zach) had it but can’t log into his account -what can I do?\nHuman Agent: If he has access to the email address, then he can reset the password to the account and log in. Otherwise, we may need to send and Unbind Request to the email address that the camera is setup on.\nCustomer: His email is zgrob97@gmail.com\nCustomer: Please send him an email to that address above, I have him on the phone now\nHuman Agent: That is the account that the camera is setup on. Does he have access to that email address? If so, then he can reset the password to the account and log in and delete the device.\nHuman Agent: Okay, it will take a few minutes, because I have to check a few things on our end first before I can send it.\nCustomer: Ok, he’s driving now so it’ll be about an hour.  Thanks again\nHuman Agent: You're welcome."]
["Customer: My phone number changed to 7029711400\nCustomer: Can you change it on my contact information page \nHuman Agent: Hello, you've reached customer care, my name is Kylie. It is not possible to change the phone number used to create the account after it is created."]
["Customer: Agent\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: Trying to setup a new camera and it only stays blue\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd13emda002779\nHuman Agent: That camera is setup on another account. The account is a phone number account, *******124.\nCustomer: I've had this camera in a box for years  and that phone number isn't familiar \nHuman Agent: Alright, then we have a few options to unbind the device from the account it is setup on. Do you have the invoice or order information from the purchase of the camera?\nCustomer: No\nHuman Agent: As this camera is already bound to another account I can contact the previous account and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: Ronbolton72@gmail.com\nHuman Agent: Thank you. Do you have any questions?"]
["Customer: Troubleshooting\nCustomer: agent\nHuman Agent: How can I assist you?\nCustomer: hi\nCustomer: im having difficulty to log inn\nCustomer: D/static_file/afe112a065_1_20250228091335.png\nCustomer: how can i see code?\nCustomer: ???\nHuman Agent: It looks like an issue with the screen zoom or resolution. Are you trying to log in on a computer or are you on a phone or tablet?\nHuman Agent: If you are on a computer, then it looks like you have the screen magnified to 200%. You would just want to decrease the Zoom on the web browser.\nCustomer: how can i do\nCustomer: yes its on my computer"]
["Customer: Delete my account please \nCustomer: Agent\nHuman Agent: I will send an email with our Data Subject Rights form that you can fill out to the email on your account. You can complete the form and return it and then we will get your account deleted."]
["Customer: Believe I have been hacked, trying to change password. Cannot\nCustomer: Agent\nCustomer: Believe I have been hacked, tried to change password, can’t. Please advise\nHuman Agent: Do you get an error when you try to reset the password? \n\nCustomer: Yes, Failure\nHuman Agent: Okay can you try to reset it from the website\nHuman Agent: To reset your Zmodo account password, please visit https://user.zmodo.com/changepwd\n\nYou'll be prompted to enter your registered email or phone number to receive a verification code, confirming your access to the account. Once verified, you can then proceed to set a new password.\nHuman Agent: The other option would be to create a new account and move devices to that account \nCustomer: Will try to change on website\nHuman Agent: Ok\nCustomer: Haven’t been able to sign it’s not letting us do anything\nHuman Agent: Do you receive the text message with the code?\nCustomer: No\nHuman Agent: Do you have access tot his phone number 9182684839\nCustomer: Yes\nHuman Agent: Please let me know if you receive the code from meShare \nCustomer: Got the code\nHuman Agent: What is the 6 digit code? \nCustomer:  Do we reset the password on the app?\nCustomer: 85411\nHuman Agent: Thank you\nHuman Agent: Okay the password was reset to abcd1234\nCustomer: Is saying authentification failed.\nHuman Agent: Can you send me a picture of where it shows that? \nCustomer: Trying\nHuman Agent: Okay \nCustomer: D/static_file/d8fcbb6277_1_20240918104536.jpeg\nHuman Agent: Are you on data or wifi? Did you already change the password from abcd1234 to something else? \nCustomer: On WiFi and yes, I changed password \nCustomer: Or tried to\nHuman Agent: Okay can you try it on date make sure there is no space at the end or start of the phone number. \nCustomer: Tried to login after changing password \nCustomer: Trying on data\nHuman Agent: Okay \nCustomer: Still the same on data\nHuman Agent: Can you uninstall and reinstall the app? \nCustomer: Yes working on it\nHuman Agent: Okay \nCustomer: Uninstalled and reinstalled the app and back to login screen\nHuman Agent: Okay, please try to sign in again. \nCustomer: Ok\nCustomer: Same thing. \nHuman Agent: Can you try to sign in via the website at user.zmodo.com \nCustomer: Ok\nHuman Agent: Thank you\nCustomer: Tried using email and said user does not exist. Should I create another account with a different email?\nHuman Agent: yes lets try it create a new account.\nCustomer: Ok working in it\nHuman Agent: OK\nCustomer: Got logged in with new account. Asking about a cloud plan. We don’t need that. What next?\nHuman Agent: I can move the cameras over to that account do you want them to keep the same names? \nCustomer: Yes\nHuman Agent: Okay could I have the email used for the new account? \nCustomer: conniel91157@gmail.com\nHuman Agent: One moment\nCustomer: Ok\nHuman Agent: Almost done \nCustomer: Ok\nHuman Agent: Can you close the app with that email account and open it again. Let me know if you see the 3 cameras\nCustomer: Ok\nCustomer: Yes, we have the cameras!\nHuman Agent: I'm glad that worked! Is there anything else I can assist you with?\nCustomer: Do we need to do anything with the old account?\nHuman Agent: No you can just leave it as it is. \nCustomer: Ok thanks. Thank you so very much for your time! I guess that answers all of our questions.\nHuman Agent: Okay, I hope you have a great day!\n\nCustomer: you too"]
["Customer: Already set up to another account \nCustomer: I bought it from a friend and they don't know the account info \nCustomer: I bought the camera from a friend and they don't remember they account information to reset it \nCustomer: I can't reset it \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Alright when I plug in the camera it is already paired to my friends account not mine\nCustomer: And I don't have the thing \nCustomer: Device id \nCustomer: ZMD18L9IH501155\nCustomer: That's the device id \nHuman Agent: Thank you. Is that the only camera that you have from your friend?\nCustomer: Yes \nHuman Agent: Alright, let me take a look at it here.\nHuman Agent: And you said that you were given the camera, so you do not have an invoice or order information since you did not purchase the camera. Is that correct?\nCustomer: I did not get one it was from my friend \nHuman Agent: That is fine, I just wanted to double check.\nCustomer: Alright \nHuman Agent: As this camera is already bound to another account I can send an Unbind Request. I will contact the previous owner and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: The previous owner was in a fire and dont have access to anything \nCustomer: Their is 2 cams \nHuman Agent: The Unbind Request is an email that is sent to the email address on the account. I thought you said you just had the one camera? Could I have the Device ID for the second camera?\nCustomer: He had 2 \nCustomer: ZMD19GIH502572\nHuman Agent: Okay, so you do have two cameras then? Can you send that Device ID again? It is missing a letter or a number.\nCustomer: ZMD19GDIH502572\nHuman Agent: Alright, so I will get the Unbind Request sent for those cameras. I will contact the previous owner and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: He don't have access to internet and don't have a phone as he is in th hospital \nHuman Agent: We will still have to send the Unbind Request. As stated when I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?"]
["Customer: Agent\nCustomer: Agent\nCustomer: Agent\nCustomer: Hi grant, I had contacted support a while ago asking about unlinking a Zmodo account\nCustomer: I wanna see how the process is going\nHuman Agent: We have not yet received a response to the Unbind Request email.\nCustomer: The agent told me I had to wait 30 days if the person didn’t respond, I wanna know how many days are left\nHuman Agent: It will be 30 days with no response on March 2nd.\nCustomer: Or if the person verified them giving it to the thrift store I purchased it from\nCustomer: March 2nd, thank you \nHuman Agent: You're welcome."]
["Customer: How do I change my Zmodo ID?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Can you clarify what you mean by Zmodo ID? Do you mean the email you log in with?"]
["Customer: Set up\nCustomer: Hi Mira, I got an ZP-IBH21-W camera from my father, and the camera is still tied to his account. I would like to transfer it, but he passed away and no longer have access to his account.\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Hello, thank you for the assistance Grant. The device ID is ZMD14IHH200032\nHuman Agent: Can you try sending the Device ID again or send a picture of it? The ID that you sent is too short.\nCustomer: D/static_file/486ad44cd8_1_20250224113625.jpg\nCustomer: Thank you for your patience while I got that\nHuman Agent: Thank you. we have a couple of options if you do not have access to the account the camera is setup on. First, do you have an invoice or order details from the purchase of the camera?\nCustomer: No, my father had purchased this in Puerto Rico. it's been at least a few years. He passed away a year ago and I inherited the camera. \nHuman Agent: I figured that was the case, but wanted to check to be sure. There is one more option to unbind the camera.\nHuman Agent: As this camera is already bound to another account I can contact the previous account and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: my zmodo account is set up for oddrage@gmail.com - that would be best account to resolve this\nCustomer: I can wait the 30 days, that's not an issue\nHuman Agent: Thank you. Do you have any questions about the Unbind Request process?\nCustomer: No I do not have any additional questions. Seems straighforward enough for me\nCustomer: I appreciate your assistance, Grant\nHuman Agent: Alright, I have gotten the Unbind Request email sent to the account the camera is setup on. I will contact you when the camera is unbound with instructions on how to set it up.\nHuman Agent: You're welcome.\nCustomer: I'll leave the camera offline in the meantime?\nHuman Agent: Yes, you can leave the camera unplugged until it has been unbound from the current account.\nCustomer: Ok great, that's what I will do then. Again, much appreciated and I look forward to the unbind response. \nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Camera not showing up\nCustomer: Set up\nCustomer: Still not connecting existing camera\nCustomer: It is allconnected\nCustomer: Solid blue light but wont connect to existing account\nCustomer: Camera not found by account\nCustomer: The camera belongs to this account\nCustomer: This is the correct account\nCustomer: Ok how\nCustomer: Help\nCustomer: How do I contact support\nCustomer: Ok\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD14GSE2289019\nHuman Agent: That camera is setup on a different account. The camera is connected to a @yahoo.com email address and the first two characters are \"th\".\nCustomer: Theparable@yahoo.com\nHuman Agent: Yes, that is the email address on the account. Are you able to log in to that account?\nCustomer: I will thank you\nHuman Agent: You're welcome."]
["Customer: Why is my time zone on here\nCustomer: I did that but my time zone is not on here\nCustomer: I thought I was talking to customer support\nHuman Agent: Are you trying to change the time zone of your camera? What is your time zone?\nCustomer: I live in Ohio south of Columbus Ohio \nHuman Agent: Are you Eastern Time then?\nCustomer: Yes\nHuman Agent: Then you would choose East in the US and Canada\nCustomer: Thar is what I had on but time on videos not correct\nHuman Agent: Okay, can you tap on Live for the cameras and tell me what time you see?\nCustomer: Yes hold please\nCustomer: 10:52\nHuman Agent: That is the live time on one of the cameras? Or is it the last motion event?\nCustomer: The time I believe. Let me look again\nHuman Agent: Okay, if the Live time is incorrect, then you will just want to go in to the settings and change the time zone to any other time zone. Then you will change the time zone back to the correct time zone.\nCustomer: That's the time it is. Remember it's live \nCustomer: I did have it on the correct time zone that you said to put it on and it's an hour off\nHuman Agent: Yes, so if the time is not synced correctly, then you can go to the time zone settings and change it to another time zone. Then change the time zone back to the correct time zone to force it to resync with the time zone.\nCustomer: I'll try it hold please\nCustomer: I have 3 cameras and 2 of them have the correct time, but one of them is an hour off. If I change the time zone. It will ruin the 2 that are correct.  So what do I do\nHuman Agent: The time zone is set individually for each camera. So changing the time on one, will not change the time on the others.\nCustomer: Got ya\nCustomer: Thank you for your help\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: One of my camera picture need to be rotated  correctly, how do I do that?\nHuman Agent: Hello, my name is Grant. You can flip the image of the camera in the app. Tap on the Live video for the camera and then tap on the Gear icon in the top right corner. That will take you to Device Settings and there will be a switch that says Invert Screen or it will say Flip Screen."]
["Customer: Why is my camera in black and white only \nCustomer: Red light is on\nI want it to be in color\nCustomer: Need camera on color\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Black and white is how the night vision displays (the red light is the IR lights used to see at night). If you go to devices, select that camera, then choose the Night Vision setting, is it currently on auto or always on?\nCustomer: How do I turn on color settings on my camera \nCustomer: -1\nHuman Agent: Black and white is how the night vision displays (the red light is the IR lights used to see at night). If you go to devices, select that camera, then choose the Night Vision setting, is it currently on auto or always on?\nCustomer: But camera indoors only displays night vision \nI want it in color\nCustomer: It’s on auto\nHuman Agent: Okay, that means it is dark enough to cause it to automatically switch. You could try changing the sensitivity or change it to always off, but always off will not swap to night vison when dark. \nCustomer: I have the lights on. It is still in black and white \nHuman Agent: Regardless of the lights, it is seemingly still dark enough for it to swap to the night vision. If you swap to always off, is it very dark?\nCustomer: Can I get my money back.  I would like to view my rooms in color not black and white\nHuman Agent: The camera supports viewing in color. Have you tried what I mentioned of seeing how it looks with it in always off currently to see how bright it is there? \n\nIf you would prefer to return the device, where did you purchase the device and when?\nHuman Agent: We will be closing in 10 minutes. I can continue to assist until then, but at 6pm CT the chat will end. I have sent a link to arrange a callback if you would like and if you would like email follow up if we do not get to finish assisting you before closing today, please let me know along with a good email to reach you on. \nCustomer: Yes I turn it to always off\nBut as soon as I turn the light off on my room the camera only shows darkness \nHuman Agent: Okay, yes, always off would mean no night vision. But I was more so meaning whether the image when you had the light on was very dark. If it looks fine there, you can swap it back to auto, adjust the night vision sensitivity, and potentially adjust the placement of the camera as well to keep it from swapping to night vision when it is fairly bright. \nHuman Agent: Do you have any other questions for us?"]
["Customer: Can't see cameras on PC today\nCustomer: Web app not working \nCustomer: Will not allow to login \nHuman Agent: Hello, you've reached customer care, my name is Kylie.  What website are you going to to try and login? we do have a website for the store, then a website for suers to use to view the cameras.\nCustomer: User.zmodo.com/login \nHuman Agent: Okay, that is the correct website, when you try to log into the account what occurs, do any error messages or other messages pop up?\nCustomer: D/static_file/27a2050300_1_20250225111139.jpg\nHuman Agent: If you type in your phone number, then the password and try to log in what occures?\nCustomer: I use phone number for the login \nCustomer: If you use phone number it will not work.... Needs email \nCustomer: The meshare Web app still works \nCustomer: This new zmodo web app only works if you use email address \nHuman Agent: Okay, I checked into this issue and it does look like currently there is an issue for logging in for phone number users for the Web app correctly for Zmodo. I will submit another report, we have the developers for the web app work on this issue in the meantime for now feel free to use the Me share Web app until this issue is investigated for a resolution. \nCustomer: K\nHuman Agent: Any other questions I can assist you with today before we go?\nCustomer: Nope...thanks\nHuman Agent: Okay, Have a wonderful rest of your day."]
["Customer: Troubleshooting\nCustomer:  Have 3 cameras don't remember account under\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What are the camera IDs? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD."]
["Customer: Troubleshooting\nCustomer: Some of the indoor cams stopped showing color during daylight \nCustomer: I've already tried all of the suggestions \nCustomer: Sorry,  I thought this was manufacturer's support \nCustomer: Agent\nCustomer: Not sure what NVR & DVR stands for.  \nCustomer: Agent for DVR\nCustomer: Agent \nCustomer: Still waiting on an agent \nCustomer: Thanks \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I apologize, it appears an error in our system allowed you to request an agent while agents were at lunch. Are you still there?"]
["Customer: Agent\nCustomer: I’m all set thanks it’s back on \nHuman Agent: Good to hear. Have a good day and feel free to reach out if you have any other questions in the future!"]
["Customer: I'd like to set up my zmodo camera but it's linked to the old owners account. How can I connect it to my new account?\nCustomer: Can you contact support?\nCustomer: What's the number?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up?\nCustomer: ZMD14CGDA260838\nHuman Agent: Do you have an invoice or order information from the purchase of the camera?\nCustomer: No. I bout a house with the camera already installed. \nCustomer: *bought. \nHuman Agent: Alright, please give me a minute to check some information on my end.\nCustomer: Ok thanks!\nHuman Agent: As this camera is already bound to another account I can contact the previous owner and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: Chancereynolds1@gmail.com\nHuman Agent: Thank you. Do you have any questions about the Unbind Request process?\nCustomer: Will you reach out to me?\nHuman Agent: When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you."]
["Customer: I am getting quite frustrated.  I just want to know what I get with the free basic plan\nCustomer: agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Cameras without cloud service will when motion triggers the camera take a 10 second clip, then after a 3 minute cooldown if there is still motion it will create another 10 second clip and keep doing that when motion is detected.\nCustomer: Hey thanks for responding.  \nCustomer: I am wondering how long recorcings are stored with the free basic option\nCustomer: also what is te cheapest monthly service\nHuman Agent: the 10 second clips on the zmodo app last for 12 hours before they are overwritten. This goes off the time the clips are created so its 12 hours from that point before they overwrite to make room for more footage. \nHuman Agent: That depends on the plan you subscribe to, You can look at all of our  cloud pricing in the cloud section of the app or website,"]
["Customer: It says my camera is bound to another account and it wants me to reset it I don't have the password to reset it \nCustomer: How do I contact support \nCustomer: Wuts the phone number \nCustomer: Agent \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 19a4Ih521210\nCustomer: Zmd19a4Ih521210\nHuman Agent: Thank you. Is that the only camera that you are trying to setup?\nCustomer: Yes\nCustomer: Yes\nHuman Agent: Alright, have you setup this camera before? Or did you recently purchase this camera used?\nCustomer: I just purchased it recently \nCustomer: It was used \nHuman Agent: Do you have the invoice or order information from the purchase of the camera?\nCustomer: No\nHuman Agent: Alright, let me take a look. We will likely have to go with an Unbind Request.\nHuman Agent: As this camera is already bound to another account I can contact the previous account and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: Ok my email is colemichael931@gmail.com\nHuman Agent: Thank you. I will get the Unbind Request email sent. Do you have any questions?\nCustomer: No"]
["Customer: Hello \nCustomer: I need help bought these camera and it says they are on anther account \nCustomer: Hello \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device to see what kind of account its bound to, can you send me all the cameras ID numbers and models. The ID will start with ZMD or GSG, not the fccid. \nCustomer: D/static_file/8e88cf4ed6_1_20250130144729.jpg\nCustomer: D/static_file/f0f7d06e54_1_20250130144744.jpg\nCustomer: D/static_file/5b1be5ea56_1_20250130144807.jpg\nCustomer: D/static_file/27c9a5c87e_1_20250130144927.jpg\nHuman Agent: I received 4 photos, is this all of the devices or are there more?\nCustomer: This is all luv \nCustomer: Can you help me get them connected \nHuman Agent: It looks like all these cameras are tied to one account hat was created with an email. I cannot give you the full email, but I can give the first 3 letters and the domain, that email is ric**********@gmail.com Do you have access to that email at all?\nCustomer: That is not me \nCustomer: Can you unlink and link to my account \nHuman Agent: Okay, in order to remove them from this account we would have to go through the unbind process. \nCustomer: Ok how do we do that \nCustomer: And let’s do it \nHuman Agent: For the unbind process I am going to send an unbind request to the email the cameras are bound to, once I receive a response of approval or if after 30 days have passed with no response to my message then I would unbind the devices and notify you. Is the email mike@msmfgiowa.com the best to keep in touch?\nCustomer: Yes \nHuman Agent: Okay perfect. I sent the unbind request now, do you have any other questions before we go?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: I have a different email and had to re sign up with my new one .  The cameras are connected to the old account and won’t let me use them on the new one\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the old account?\nCustomer: How do I contact customer service \nHuman Agent: I am customer service. \nCustomer: I said above to contact customer support is that you\nHuman Agent: Yes, I took over the chat and asked you what the old account you mentioned is. \nCustomer: The old account was lynhudson@suddenlink.net\nHuman Agent: There are no cameras on lynhudson@suddenlink.net. If you're unsure of the old account, what is the ID of one of the cameras? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Zmd12ki47222040\nHuman Agent: Thanks. It looks like this camera is on an email based account where the email begins with hl and is at suddenlink.net, is that familiar?\nCustomer: Hlhudson possibly \nCustomer: There is two cameras \nHuman Agent: Do you have access to the old account email?\nCustomer: me\nCustomer: Maybe let\nCustomer: Maybe let me check\nHuman Agent: Okay. \nCustomer: I think so\nHuman Agent: Okay, if you have access to the email you can log into that account and delete the cameras from the current account if you would like to add them to another account. Once logged in you can tap live on a camera, then the settings gear, then the ..., then choose delete or remove device. If you're unsure of the account password, you can do the forgot password option to reset it through that email. \nCustomer: I think I got \nCustomer: Thanks\nHuman Agent: Wonderful, anything else I can help you with for now?"]
["Customer: Hi My niece has permission on my account.She can see all the cameras, but she can't see the events.Can you please help\nCustomer: How do I share the access to the events\nCustomer: On the zmodo home screen? \nCustomer: And what you just sent me.You said to complete these steps to give her permission.I have to receive a sharing notification on the home screen which home screen\nCustomer: You just sent the same thing to me.\nSo go to the z moto app.Or the zm9do home screen Sorry i'm not that computer savvy\nCustomer: Okay, maybe it's me, but you just confused me even more going to another phone.Can you please schedule a call back\nCustomer: Agent \nCustomer: Thanks \nCustomer: Hi kylie\nCustomer: Please, I think the confusion is.I am not that computer savvy\nHuman Agent: Hello, you've reached customer care, my name is Kylie. You will need to send another share request to your relative and allow events, \nCustomer: Where do I go to do that?Is that on the zmodo app?\nHuman Agent: Yes, you would go into the ZModo app to the Me section then click share."]
["Customer: How can I reset this camera from existing account I can't get ahold of previous owner\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Do I need both the zmodo and the smartz Eaze apps?\nCustomer: The Smatz Eaze apps will not let me view alerts from early morning hours. The zmodo app will let me.\nCustomer: I have contacted support and they haven't reached out to me yet.\nHuman Agent: No, you do not need to use both apps. You can use the Zmodo app if you prefer that app.\nCustomer: It will let me view my alerts from the early hours of the morning. The Smartz Eaze apps won't let me view them. \nCustomer: Are the videos supposed to go to my gallery?\nHuman Agent: No, the videos do not go to your Gallery. They would be in the Events tab and you can download them and save them to the photos on your phone.\nCustomer: Thank you so much. I will be deleting the Smartz Eaze app. Have a blessed day.\nHuman Agent: You're welcome."]
["Customer: I want to talk to a person\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: Hi Dillon\nHuman Agent: Hello, how can I help you?\nCustomer: I'm having a hard time logging in to my account\nHuman Agent: What is the account you're trying to log into?\nHuman Agent: The email or phone number associated with it. \nCustomer: 6096384841\nHuman Agent: Okay, when logging in, you can choose the forgot password option to have a code sent to the phone number to reset your password. \nCustomer: I can't reset the password\nCustomer: Its not sending the code\nHuman Agent: Okay, you have access to that phone number still then?\nCustomer: yeah\nHuman Agent: Okay, is it alright if I try sending the code to do the reset from my end? I would set it to abcd1234. \nCustomer: Okay\nCustomer: Thank you so much\nCustomer: Is that the new password\nCustomer: ?\nHuman Agent: It will be if this is successful. I have sent the code, did you receive it? \nCustomer: 885889\nCustomer: is this the code?\nHuman Agent: It says there was an issue with the code. I'll try sending a new one. \nHuman Agent: Let me know if you get a new one. \nHuman Agent: Nothing?\nCustomer: Lemme check\nCustomer: I havent received any\nHuman Agent: Okay, but you got one last time? \nCustomer: Yeah I did\nCustomer: 885889\nCustomer: thats the last one I hgot\nHuman Agent: Okay, I tried sending another, anything this time?\nCustomer: lemme check again\nCustomer: Still nothing \nCustomer: Can you sent it thru my email.\nHuman Agent: No, your account is not under an email. One moment, I'll test the password texts. \nHuman Agent: Yeah, it came through immediately when tested on another phone number so the issue does not appear to be with the texts on our end. Do you normally have trouble receiving texts?\nHuman Agent: You could possibly try restarting the phone to see if that helps with receiving it post-restart. \nCustomer: Okay one moment\nCustomer: lemme do that\nHuman Agent: Okay. \nCustomer: You can please start now\nCustomer: I mean send it now\nHuman Agent: Okay, sent."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: I am trying to figure out how to link the cameras to me \nCustomer: -1\nCustomer: I purchased a home that already had cameras installed \nCustomer: How to remove the account from the previous owner \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you able to send me the cameras Model and ID numbers? this will be on the cameras sticker, the ID will start with ZMD. \nCustomer: No as they are placed outside in very high places \nCustomer: The previous owner did provide me access but we are trying to get everything in just me and my husband only \nHuman Agent: I will need each of the camera IDs in order to look them up and see what account they are on and confirm they are all on one account, sometimes cameras can be put on multiple accounts. \nCustomer: Is there any other way to get the camera ID besides going on ladders?\nHuman Agent: If you have acess to the account they are currently on you can click on the cameras live, click the settings gear, write down the ID number shown, then click the three dots and choose delete to remove them from the account. \nHuman Agent: That only works if you have accoutn acess though.\nCustomer: I have access let me try \nHuman Agent: Okay, once deleted you can then log out of the account and create a new account or login to one if you have already made another. \nCustomer: D/static_file/f4338d9f48_1_20241223132159.png\nCustomer: Is this what you are referring to?\nCustomer: If I delete them will I be able to add them back under me? Do I create a new account?\nHuman Agent: It looks like the cameras are only being shared to this account they are not directly bound to them so deleting them wont remove them from the other account, This info does help though I will look up that account, one moment. \nCustomer: Ok\nHuman Agent: I found the account and the devices, to unbind them from this account we will have to go through the unbind process. For that I will send an unbind request to the account the cameras are currently bound to, once we receive a response of approval or after 30 days of no response I will be able to unbind the devices then I would notify you. Is the email clynbo@gmail.com the best one to keep in touch with you?\nCustomer: Yes\nHuman Agent: Okay, I will send you an email today so you can keep in touch, once I do get a message or if after the 30 days occurs I will then send you another email so just keep an eye out for my messages, sometimes they can go to spam \nCustomer: Ok, thank you \nHuman Agent: No problem, have a good day"]
["Customer: Hello\nCustomer: Can I speak to a representative I needed to find a way to download some video from a camera to a thumb drive \nHuman Agent: Hello, you've reached customer care, my name is Kylie. The cameras you have wont be able to download the video directly onto a thumb drive from the camera. You would have to create the clip(s) from the app on the mobile  app or web app then transfer them to a computer to then throw onto a thumb drive if you wanted to do that. \nCustomer: Yea so the problem we are having is when we go to create a clip we need to do about 30-35 mins. It will only let us do 10 mins at a time and then it cuts those 10 mins into about 3 mins for some reason. \nHuman Agent: are you making the clip on the web app or on the mobile app? \nCustomer: I don’t know if it does that because it senses no movement or very little movement. \nCustomer: We were doing the clipping on a computer logged in to our account. \nCustomer: We need to save that video for law enforcement for we are trying to get the whole clip uninterrupted. \nHuman Agent: in the clip time, where there is yellow and red there is movement, where there is blue means there was no movement and the camera takes a picture every 10 seconds, the video will be shorter if there are blue parts within the clip time, it takes the photos and compresses them so they take less room. In the app those photos are displayed for the whole 10 seconds before it takes another one so that's why its shorter, the footage is all there, its jsut compressed down to only the live video and then the photos it compiles into video. \nHuman Agent: For the web app it only allows you to take a 10 minute clip at a time, if you want a longer clip you can try using the mobile app instead, it allows for up to a 30 minute clip at a time instead. \nCustomer: Okay I will try that thank you. \nHuman Agent: Again though, if there's any blue areas it will still compress them together, the footage is all there from the timeframe, just review it once you create the clip, things may seem fast when it gets to the areas where it is just the photos, you can manually slow it down to see those better if needed. \nCustomer: Okay thank you. \nHuman Agent: No problem, have a great day\nCustomer: You too"]
["Customer: Hi trie to conect already did all in the app have like 3 weeks can't not conect the camaras ibuy\nCustomer: Set up\nCustomer: Already did all tha \nCustomer: Is a phone number I could call please\nCustomer: AGENT\nCustomer: Agent\nCustomer: Agent\nCustomer: 1\nCustomer: AGENT\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera you are trying to setup or one that was used in the past? can you send me the cameras Model and ID number as well I will lookup info on it. the ID will start with ZMD or GSG on the sticker\nCustomer: Ok is 4 cameras\nHuman Agent: Okay, when you send all 4 cameras Model and ID numbers then I can look up the details properly. \nCustomer: Model is zp _IBH15_w\nCustomer: ZMD IS 13H5DA292857\nCustomer: Zmd 13HDA292823\nCustomer: Zmd 13H5DA293212\nCustomer: Zmd 13H5DA292899\nCustomer: Ok already sent the 4 zmd \nHuman Agent: Great, elt me look up these devices, one moment. \nCustomer: Ok wat is next\nHuman Agent: Im looking them up first, hold on.\nCustomer: D/static_file/231fcacd2e_1_20250128161840.jpg\nCustomer: 9k thank you\nCustomer: Ok thank you\nHuman Agent: You dont have to send a screenshot of the chat, I can see it fine\nCustomer: Ok sorry \nHuman Agent: These cameras are currently bound to an account that was created with an email in 2017,  The setup they use is the Zink setup. I can send you the directions for that setup however once they do come online unless you have acess to that account you will be unable to see the video, I can send you the first 3 letters and domain of the email to see if its perhaps one of yours. One moment while I gather that. \nHuman Agent: rai*********@gmail.com is the email used to create the account all the cameras are bound to currently. \nCustomer: I buy them on ebay\nCustomer: Suppose brand new\nCustomer: My email  is Donnamarie296@gmail.com \nHuman Agent: Okay, looks like these are not new unfortunately. They were setup in 2017. \nCustomer: Could you help me we the set up I buythem on ebay \nHuman Agent: We hjave a process called the Unbind process to remove the cameras from this account, for that we would send an unbind request to the email the cameras are currently bound to then after we recieve a response of approval or if after 30 days of no response occur then we can unbind the devices and would notify you at that time.  I will send that Unbind request now to start the process. \nHuman Agent: What is the best email to notify you when we do get a response or after the minimum wait time occurs?\nCustomer: Mariedonna296@gmail.com\nCustomer: So I have to wait for 30 days\nHuman Agent: Okay, I sent the unbind request now. Once the devices are unbound you can then go through the setup. Technically you can set them up now but I would highly not recommend that as the previous owners may have acess to the account and once the cameras are online they could view the cameras, we cant tell when people login or when someone acesses an account so its better to be safe. \nHuman Agent: If the email responds to the request then I would notify you sooner, but if they do not respond the minimum would be 30 days from today that I would message you again for the unbind process. \nCustomer: Ok thank you I wait for the unbind to be safe thank you for your help wait for your email thank you so much God bless you \nHuman Agent: Thank youa s well. If you need any firther assistance feel free to contact us again should you need setup assistance, if you say Zinks etup into the chat the chat AI will also send you the setup steps if its outside our live chat hours that you contact again, also keep an eye on your email for my messages, sometimes they can go to spam. Take care have a great day.\nCustomer: Thank you\nHuman Agent: Thank you as well. Take care, farewell."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: I need to update my email address \nCustomer: I lost access to my email it was hacked and someone has access to my cámaras \nCustomer: How can I log anyone that has access to my camera \nCustomer: How can o log them off my camera \nCustomer: I need to log off anyone that has access to my camera \nCustomer: A master log off \nCustomer: I need to remove someone from having access to my camera \nCustomer: Agent \nCustomer: Ok\nHuman Agent: If your email was hacked, I would recommend changing the account that you are using. Unless you have secured your email address again.\nCustomer: I was able to get my email address but the person that has access to my cámara is still able to get in my camera even after I have changed my password various times\nHuman Agent: You can reset the password with a verification code sent to your email by going to the web app here https://user.zmodo.com/changepwd\nHuman Agent: You may also want to check the Sharing Management settings for the devices to see if they are shared with other accounts.\nCustomer: Ok I’ll try that and hopefully it will log anyone that has access off\nCustomer: I don’t have anyone sharing \nHuman Agent: Then I would recommend changing the password through the web app there. Otherwise, you would want to remove the devices from the account and set them up on a different account.\nCustomer: I just did the link you sent me but the person still has access to my camara\nHuman Agent: It may not log out the devices immediately. The app checks the password several times throughout the day and if the password is different, then it will log out of the account.\nCustomer: ok i'll wait and see thanks\nHuman Agent: You're welcome."]
["Customer: hello I have nvr that added to different account wich is not the administrator. how can I delete and connect to new account\nCustomer: I don't have current account access \nCustomer: 1\nCustomer: how can I speak with live agents\n\nCustomer: agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device first, can you send me the NVRs ID numbers and model. The ID will start with ZMD or GSG, not the fccid."]
["Customer: Set up\nCustomer: I have gone through the setup for zink my two zh-ixy1d cameras are showing a solid blue light. But can’t get them to show on my app \nCustomer: The network is fine. \nCustomer: It is not a network issue \nCustomer: Sorry I don’t get your point. Is theee a human to talk to\nCustomer: I was given these two cameras. I am just trying to set up. I think they are older models. But brand new in box \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Please try connecting your phone to the same wifi network that you set them up onto, hit the plus button in the top right of the home page, then hit the Tap here to add it at the bottom of that page to search the network for already connected devices. \nCustomer: My network or yours \nHuman Agent: You would connect to your network that you set the camera up onto. \nCustomer: I am on that. \nHuman Agent: Okay. \nCustomer: If I go back in this chat to get to the app will I lose you. \nHuman Agent: The chat remains active for 7 minutes from the last message so you may return to it within that time. \nCustomer: Ok\nCustomer: OK I went and tried what you said it searches the network and says there are no devices found but I have checked my router and both devices have an IP address on my network and like I said the light is solid blue\nHuman Agent: Okay, what are the IDs of the devices? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: OK, one thing additional I just checked and I cannot ping the two numbers that I know or the new devices are connected\nCustomer: D/static_file/09d854f6f6_1_20241024165704.jpg\nCustomer: D/static_file/40395da610_1_20241024165720.jpg\nHuman Agent: Both of these devices are online, but already bound to another account. Do you know the previous owner? I will send them an unbind text to their phone number which ends in 300. They will have 30 days to reply. If they reply and approve or do not reply within the 30 days, the devices will be unbound. If they reply and deny the request, I would not be able to proceed without the original invoice. Is bwpjr@me.com a good email to reach you on to tell you the result once the process has finished? If you know the previous account holder, I would recommend following up with them and making sure they reply to our text. \nCustomer: Yes Dennis Racca. My Brother in Law. \nCustomer: He unfortunately passed away during Covid. He never used these and I got them from my sister Amy Racca.  I could get you a death certificate. His phone is no longer accessible. That number was dropped\nHuman Agent: The number has replied to us and denied the request so we would not be able to proceed. \nCustomer: We ran into the same issue with her Ring and Arlo cameras. To set them up under her. Had to send a death certificate. \nCustomer: 918 766 5300 \nCustomer: They are not Dennis Racca. \nHuman Agent: We would not be able to use a death certificate unfortunately. The only way to proceed since the number denied the unbind request would be if you can get the original invoice from the purchase of the cameras. \nHuman Agent: I apologize, but I have no way to confirm the original owner of the cameras or who currently has the account. \nCustomer: That number has been reassigned. \nHuman Agent: The only way I can proceed with an unbind would be with the original invoice if you can get it. Otherwise I would not be able to unbind the devices. \nCustomer: Hold on. \nCustomer: Can you please resend that text message?\nHuman Agent: No, they have replied and denied the request so we cannot continue to keep asking them the same question. \nCustomer: I just spoke to them real nice lady. She didn’t understand it if you resend it she’ll agree to combined it so just do it.\nCustomer: Unbind \nHuman Agent: I cannot resend it, but they are welcome to message us. I did receive another message from them, but it's a bit confusing so I will follow up to see what they meant. \nCustomer: She said she would message if she had not deleted it. \nCustomer: I am not making up this story\nCustomer: Who would do that for two cameras?\nCustomer: Your understanding to help my widow sister would be appreciated\nHuman Agent: As I mentioned I followed up with the new message they sent. If they approve of the unbind, the devices will be removed, but otherwise we would need the original invoice. \nHuman Agent: Okay, they have replied and approved the unbind. One moment. \nCustomer: Thank you. \nHuman Agent: Okay, they have been unbound. You may either attempt to add them in the way I had described previously or I could add them to the account for you with basic names if you would like and you could then change the name and time zone once they are added. \nCustomer: You still there \nCustomer: Just making sure we didn’t get disconnected \nHuman Agent: Yes, I had said \"Okay, they have been unbound. You may either attempt to add them in the way I had described previously or I could add them to the account for you with basic names if you would like and you could then change the name and time zone once they are added. \".\nCustomer: Ola \nHuman Agent: I'm unsure what you mean by Ola. \nCustomer: Sorry to bug you but making sure we are still connected. \nHuman Agent: Yes, I had said \"Okay, they have been unbound. You may either attempt to add them in the way I had described previously or I could add them to the account for you with basic names if you would like and you could then change the name and time zone once they are added. \".\n\nCustomer: Please add so I don’t have to bug you anymore. \nCustomer: D/static_file/31bb9e7d7f_1_20241024172921.png\nCustomer: I did not get the other message sorry \nHuman Agent: D/static_file/c80d8487ec_1_20241024173034.png\nHuman Agent: No problem, there must have been some sort of connection issue. This was what I saw on my end. \nHuman Agent: The devices have been added. If you do not see them on your home page, please pull down to refresh. \nCustomer: Thank you. Let me check \nHuman Agent: If you hit live, go to the settings gear in the top right, then the ... in the top right, you will see an option for device name to rename them and an option for time zone to set the time zone. \nCustomer: Looks good had to update the first one \n\nThank you. All good it seems. \nHuman Agent: Okay, if you have any other questions in the future, feel free to reach out and we'd be happy to help."]
["Customer: I am trying to install my cameras at my friend's house as a gift and it's telling me that the cameras exist on another account-\n,,,How can I fix that?"]
["Customer: Set up\nCustomer: Still problems\nCustomer: I cannot setup\nCustomer: I have the zmodo ZP-IBH15-W\nCustomer: the setup says cannot connect to ZMAAP\nCustomer: there is no zmapp option\nCustomer: cannot find network\nCustomer: need assistance\nCustomer: cannot connect\nCustomer: can i speak to a person\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD13GKDA259777\nHuman Agent: Thank you. Can you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: it is green\nHuman Agent: Okay, so it is a solid green?\nCustomer: it was and now it is solid blue\nHuman Agent: That is good. That means that the camera is connected. That camera is showing online.\nCustomer: but i cannot connect it to my app\nHuman Agent: It is already connected to an account. The camera is connected to a phone number account, *******895.\nCustomer: can i remove it from that account and phone number?\nHuman Agent: Are you able to log in to the app using that phone number?\nCustomer: no i cannot\nHuman Agent: Alright, do you have any other cameras that are bound to another account? If you do, then could I have the Device IDs for those devices, as well?\nCustomer: ZMD13G7DA216774\nHuman Agent: Is it just those two cameras? Do you have the invoice or order information from the purchase of the cameras?\nCustomer: I have additional ones that are in warehouse not being used. \nCustomer: I purchased the cameras from owner who is no longer using them\nHuman Agent: I will need the Device IDs for any cameras before we can unbind those cameras. And if you do not have the invoice or order information from the purchase of the cameras, then we would need to send an Unbind Request to the previous owner. And we would need all of the IDs for that as we would only send the one Unbind Request.\nCustomer: Do I need the ID for all the cameras? I only have some of the cameras\nCustomer: You can send a request to previous owner but I don't think they will respond as their company went out of business\nHuman Agent: As I mentioned, we would need the Device IDs for all of the cameras that you have. If you have the order information or invoice, then you can send that. If you do not, then we would have to send an Unbind Request, but since we would only send one, we would need the Device IDs for all of the cameras that you may want to setup.\nCustomer: ok I will try to get all the IDs and then get back to you"]
["Customer: customer service\nCustomer: OK\nHuman Agent: How can I assist you?\nCustomer: I have a device a need to add to my new wifi. I deleted from phone, but still showing on account. I have added a new one, called basement, this is a new device. This should go under my account for the 2 devices im on subscription for.\nCustomer: Im trying to locate the device name i want removed.\nCustomer: I took a screen shot but I can not find it. But its the device that black.\nHuman Agent: If you deleted it from your account, then it would not be on your account. Could you have used a different email address or a phone number to setup the cameras?\nCustomer: The on ending is 3000 is the new one added.\nCustomer: Let me try my cell number.\nHuman Agent: That is the only camera that is showing on your account. That is why I asked if you maybe used a different email address or phone number for your account to setup the cameras.\nCustomer: can you check my cell, it 3025301465\nCustomer: I just created password for my email login.\nHuman Agent: There is an account with that phone number. You will probably want to remove the device from your email address account and connect it to your phone number account.\nCustomer: OK, I will see if I can get in with cell#\nCustomer: i have to reset password.\nCustomer: Ahh yes you were correct!!\nCustomer: So If I remove one and add a new one I still get the subscription for both with same price with nothing changing?\nHuman Agent: No, so if you add the camera to the phone number account with the subscribed cameras, then we can cancel the subscription and move the remaining time to the other device. It would need to be on the same account to do that. \nHuman Agent: The subscription on that camera would record for the remaining time that was paid for and then will expire. At that time, you can start a new subscription for that specific camera if you would like it to continue recording.\nCustomer: OK, I can see the other camera now, it was on  my cell# account. So I will delete from email account and add to cell# account. I will have 2 devices if I remove Dining Room/White device.\nCustomer:  Then when new device expire, I can just add to this subscription as 2 devices?\nHuman Agent: No, you cannot add the camera to the current subscription. As I mentioned, when you have the third camera on your account, we can cancel the subscription and move the remaining time to the third device. The subscription on that camera would record for the remaining time that was paid for and then will expire. At that time, you can start a new subscription for that specific camera if you would like it to continue recording.\nCustomer: OK because I was able to find one of the cameras from my current subscription, which is the Living Room Black Camera.\nHuman Agent: Yes, there are two cameras subscribed on the account. If you want, you can connect the third camera to the account and we can cancel the subscription and move the remaining time to the third device. The subscription on that camera would record for the remaining time that was paid for and then will expire. At that time, you can start a new subscription for that specific camera if you would like it to continue recording.\nCustomer: OK and it would still be same price?\nHuman Agent: If you wanted to subscribe the camera after the subscription expires, then it would be at the regular subscription price.\nCustomer: But it will be added to one of my previous cameras, so I will have 2, will the price be the same for 2 cameras?\nHuman Agent: You would be starting a new subscription on the camera if we have to move the subscription time from one camera to another. So the new subscription would be the regular price for a subscription. The Premium Plan is $4.99 per month or $49.99 per year. The Platinum Plan is $9.99 per month or $99.99 per year.\nCustomer: OK got it\nCustomer: I will delete the email camera and add to my cell# profile."]
["Customer: Set up\nCustomer: Agente \nCustomer: Quiero eliminar mi cámara desvincular del correo \nCustomer: D/static_file/fc55cedb50_1_20250226110442.png\nHuman Agent: ¿Y estás intentando eliminar esa cámara de tu cuenta?\nCustomer: Sii\nCustomer: No me deja aserlo por la aplicación \nHuman Agent: He eliminado la cámara de tu cuenta.\nHuman Agent: ¿Tiene alguna otra pregunta?\nCustomer: Gracias \nHuman Agent: De nada."]
["Customer: i bought a pack of 4 zmodo cameras from ebay and the person forgot to delete them from their account. i have no way to contact the person. i need them unlinked so i can connect them to mine \nHuman Agent: Could I have the device IDs of the cameras you are working with? They should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: i have 4 \nHuman Agent: Alright, could I have the device IDs of the cameras you are working with?\nCustomer: zmd19H2IHA00131 zmd19H2IHA02517 zmd19H2IHA02515 zmd19H2IHA00113\nHuman Agent: Thank you. Let me take a look at those devices.\nCustomer: im thinking she just unplugged them and forgot to delete them from hers \nHuman Agent: Can you send a screenshot of the invoice or order information from the purchase of the cameras?\nCustomer: i think so, can u give me a minute \nCustomer: D/static_file/1883ccfaff_1_20241011150621.jpg\nCustomer: thats the reciept that came in the box with the cameras \nHuman Agent: Are you able to check the order information in your eBay account? That may have the information that I need. I will look at that picture you just sent and see if it is sufficient.\nCustomer: i think i can \nCustomer: D/static_file/8428df3de9_1_20241011151007.jpg\nCustomer: this one is from ebay itself \nHuman Agent: Okay, I think that should have what I need. It is just a little small so give me a couple of minutes to look at it.\nCustomer: take your time \nHuman Agent: Thank you for your patience. I have removed the cameras from the previous account that they were setup on and you can now connect them to your account.\nCustomer: all 4?\nHuman Agent: Yes\nCustomer: cool i appreciate the help \nHuman Agent: You're welcome.\nCustomer: i will try to connect them now if i have any other issues i will be sure to connect with you guys again \nCustomer: stay safe and have a good day \nHuman Agent: Thank you. You have a good day, too."]
["Customer: Set up\nCustomer: I used to have 3 or 4 camera linked all here now I have only one linked \nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the devices first, can you send me the cameras ID numbers and model that your having trouble with?. The ID will start with ZMD or GSG, not the fccid. \n\nCustomer: Now I ma trying to connect the 3 camera I used to have before but it keep telling me they are connect to different account but they were hooked up to this account but they got deleted \nCustomer: Zmd14cwe2206912\nCustomer: Zmd14cwe2206476\nHuman Agent: Do you have the third cameras ID number as well? \nCustomer: Ok\nCustomer: Zmd14cwe2206510\nCustomer: I have the 4th one is working fine \nHuman Agent: All of these cameras are tied to an account, the account was created with an email, I cant give you the whole email but I can give you the first 3 letters and the domain, it is saw*******@yahoo.com Do you have access to that email at all and/or the account associated with that email?\nCustomer: Are you still there ?\nCustomer: Hello\nHuman Agent: Yes I replied above, I said \"All of these cameras are tied to an account, the account was created with an email, I cant give you the whole email but I can give you the first 3 letters and the domain, it is saw*******@yahoo.com Do you have access to that email at all and/or the account associated with that email?\"\nCustomer: Yes I have access to the account \nCustomer: What should I do \nHuman Agent: Okay, you would login to that account to view the cameras, if you don't want to have two accounts once your logged into that account you can delete the devices and then log back into this account your contacting me from and add them, or you can also do the reverse as well if you prefer or leave them as they are, its whatever works best for you.\nCustomer: I have no idea why you do not get my response right a way"]
["Customer: Hi good morning\nCustomer: Can you guys please update my camera time as daylight saving mass up the times every time. And I’m not able to adjust some cameras\nCustomer: I’m not able to adjust some cameras\nCustomer: Too much headaches if I will need to do all these every time daylight saving time change 🥺\nCustomer: I can’t adjust as the steps you mentioned above. The button is disabled and grayed out\nCustomer: Blue color\nCustomer: I have the cameras working without any issues. Just the time is an hour faster\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If its greyed out then that means the cameras are getting their time from the NVR, you will need to click the settings gear on the NVR and then the three dots to change the time zone there. \nCustomer: I want to match the current time. Tried to adjust few times, not able to\nCustomer: Only one camera that I could do it myself\nHuman Agent: you have to try to change the time on the NVR to change it for the camera if its greyed out on the camera directly then that's what will have to be done. \nCustomer: The camera is 24/7 online recording, why it goes to my nvr?\nCustomer: It’s cloud recording\nHuman Agent: if the NVR is plugged into the router where the camera is getting its internet the NVR can still add it to itself and record even if a camera has cloud service. \nCustomer: I just checked my NVR time is correct \nHuman Agent: when the time change happens sometimes the NVR doesn't relay the time properly to the camera, change the time zone to one that is wrong, then change it back then check the cameras time again, if that does not work reboot the camera by unplugging and plugging it in again then check. \nCustomer: Now it worked\nCustomer: Thanks\nHuman Agent: Great, have a great day"]
["Customer: Agent \nHuman Agent: How can I assist you?\nCustomer: I need to delete an  account, alany54@sbcglobal.net. I no longer have access to that email. \nHuman Agent: Are you trying to remove cameras from that account so that you can set them up on a different account?\nCustomer: Yes!\nHuman Agent: Do you have the invoice or order information from the purchase of the cameras?\nCustomer: I would have to dig deep. I purchased them years ago. \nHuman Agent: Then we would probably have to send an Unbind Request to the account the cameras are bound to. Are you able to provide the Device IDs from any of the cameras? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Just the model number. I'll check my doorbell camera. \nHuman Agent: You may want to check on the stand of the camera if they are indoor cameras.\nCustomer: Got it! It's on the doorbell camera. Hold on. \nCustomer: ZMD14VHAD00037\nHuman Agent: Can you take a look at the stands that the other cameras are on for a barcode and the Device ID for those devices, as well?\nCustomer: ZMD14FVHAD00037\nCustomer: ZMD13ILE2260568\nCustomer: The others are still mounted. \nHuman Agent: As these cameras are already bound to another account I can send an Unbind Request email. I will contact the previous account and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: alyoung54@yahoo.com is my new email address. I am the account holder of the other email address. I don't have access to that account. Waiting 30 days is a poor option for me. I want to install my cameras asap. \nHuman Agent: Thank you. I will get the Unbind Request email sent.\nHuman Agent: That was why I asked about the invoice or order information first, as we could potentially unbind the devices with that. Otherwise, we would have to go with the Unbind Request.\nCustomer: Am I still waiting the 30 days? This is not what I wanted!\nHuman Agent: If you do not have access to the account to unbind the devices yourself and are not able to send us screenshots of the invoice or order information, then the last option to unbind the devices is the Unbind Request. I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices.\nCustomer: I think I can pull up the Amazon order. I'll try"]
["Customer: Hello \nCustomer: I wish, logout session on all diveces\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The Chat AI gave incorrect advice.\nHuman Agent: For logging out all users you would only have to change the password on the account, once that is done all users whop are also logged in will be logged out and cannot log back in again unless they know the new password. \nCustomer: I using web app\nCustomer: Yes I Am. \nCustomer: I wish, logout session on all diveces\nCustomer: Where I find account manager?\nCustomer: I using web plataform \nHuman Agent: Hello, you've reached customer care, my name is Kylie. there is noa ccoutn manager on the web app, you can view soem account details by clicking the icon on the web app that has a head and shoulders if you need, but To log anyone out from an account all you would need to do is reset the password.\nHuman Agent: Resetting the password kicks all users out and they cannot log in again unless they have the new password."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Hello\nCustomer: It's saying the camera is bounded to another account I don't have access to that account\nCustomer: The sticker on the back of the bracelet has been removed\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you able to try seeing what the ID number is for the camera from the app when you try to add the device it should pop up with the cameras ID number there if the physical sticker is gone. \nHuman Agent: We would need the cameras ID number in order to look up the device and see what kind of account its bound to currently in order to assist you with the removal process.\nCustomer: I can not find camera's Live View\nHuman Agent: did you already add the device to the account? if its not added you wont be able to see the live video. \nCustomer: How do I add the device to the account\nCustomer: D/static_file/a6b21a5751_1_20250124165535.png\nHuman Agent: You said earlier to Mira that \"It's saying the camera is bounded to another account I don't have access to that account\" so it sounds like the cameras bound to another account, we would have to look up the camera within the system in order to see what kind of account it is bound to.\nCustomer: Okay how can I help you do that\nHuman Agent: Does it show the ID number at all on the previous page, its a number that would start with ZMD,14, or 15\nCustomer: I'm going to take snapshots of each step that I'm going through and send it to you give me a few minutes\nCustomer: D/static_file/e6dc878506_1_20250124165753.png\nCustomer: I believe that's the ID# you're looking for\nHuman Agent: Perfect! yup that is it, let me look up this device now, one moment.\nHuman Agent: I found the device, it looks like it is bound to an account that was created with an email. To remove it from this account we would have to go through the unbind process. The unbind process can be done in one of two ways, either with the original purchase invoice (receipt from original purchase) or by me sending an unbind request tot he email the camera is tied to. Do you have the invoice at all?\nCustomer: I do not\nHuman Agent: Okay, I will send the unbind request, If I receive a response of approval or if after the minimum wait time occurs which is 30 days I will unbind the device and notify you. To confirm, is this the only camera you are trying to setup or are there any more?\nHuman Agent: also is the email jesusckingofkings@gmail.com the best for us to use to notify you?\nCustomer: No just one\nCustomer: Yes or by phone 7028012417\nCustomer: Sorry 7028012407\nHuman Agent: Okay, I will send you an email and a text to notify you, any other questions before we go for the night?\nCustomer: Not at this. thank you for your help\nHuman Agent: Thank you as well, have a great night."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Español\nCustomer: Agent\nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon, ¿en qué puedo ayudarte?\n\nCustomer: Gracias mi nombre es gustavo\nCustomer: Tengo dos cámaras video y están desconfiguradas que puedo hacer\nHuman Agent: ¿Cuáles son los ID de las cámaras? La identificación debe estar en una pegatina en el dispositivo o en su soporte y generalmente comenzará con ZMD.\nCustomer: Un momento pfavor\nCustomer: ZMD17CQI8201039\nHuman Agent: Gracias. Parece que esta cámara ya está en línea, pero está en otra cuenta. Está en una cuenta de correo electrónico donde el correo electrónico comienza con gu y está en hotmail.com. ¿Te resulta familiar?\n\nCustomer: ZMD13DNDA000518\nCustomer: Listo\nHuman Agent: ZMD13DNDA000518 no está vinculado y se puede configurar libremente utilizando el método de configuración del código QR. ¿Le resultó familiar el correo electrónico que mencioné para la otra cámara?\n\nCustomer: No  me ha llegado\nHuman Agent: El mensaje decía \"Gracias. Parece que esta cámara ya está en línea, pero está en otra cuenta. Está en una cuenta de correo electrónico donde el correo electrónico comienza con gu y está en hotmail.com. ¿Te resulta familiar?\"\nCustomer: Si sr\nHuman Agent: Bien, ¿tienes acceso a ese correo electrónico? Si es así, puede ser más fácil iniciar sesión en esa cuenta y configurar las cosas allí si sigue siendo un buen correo electrónico para usted.\n\nCustomer: Si Sr el correo es el mio\nCustomer: Cómo inició sesion en mi cta\nHuman Agent: Para cerrar sesión en esta cuenta, vaya a la sección Yo y seleccione cerrar sesión. Luego elija iniciar sesión con el correo electrónico e inicie sesión con ese correo electrónico y su contraseña. Si no conoce su contraseña, puede utilizar la opción ¿Olvidé mi contraseña? al iniciar sesión para restablecerla a través de ese correo electrónico."]
["Customer: Hola\nCustomer: Si tengo problemas no me acuerdo del correo que estaba conectada la cámara \nCustomer: Si contácteme con agente de soporte \nCustomer: Agente \nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD o GSG y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras.\nCustomer: ZMD13E8A1001491\nHuman Agent: Ese sistema NVR está en una dirección de correo electrónico @hotmail.com y los dos primeros caracteres son \"r2\". ¿Reconoces la dirección de correo electrónico?\nCustomer: No lo reconozco \nHuman Agent: ¿Has configurado el NVR antes? ¿O compraste recientemente el NVR usado?\nCustomer: Lo compre usado \nHuman Agent: ¿Tiene la factura o la información del pedido del NVR?\nHuman Agent: ¿Es solo el NVR lo que tienes? ¿O también conseguiste alguna cámara?\nCustomer: Lo compre a un amigo sin factura  si lo compre con 3 cámaras \nHuman Agent: ¿Podría tener las ID de los dispositivos de las cámaras?\nCustomer: ZK8-BFs23nm\n\nHuman Agent: Esa es la ID de la FCC, no la ID del dispositivo. Las ID de los dispositivos comenzarán con ZMD, al igual que en el NVR.\nCustomer: La fcc que viene siendo? O el aparato\nHuman Agent: ¿Podría darme los ID de dispositivo de las cámaras con las que está trabajando? Debe comenzar con ZMD o GSG y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras.\nCustomer: Hola"]
["Customer: my camera are not working again and again they are going offline \nCustomer: -1\nCustomer: live support\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I am contacting you 3rd time this week with no solution to the problem \nCustomer: my camera are not working again and again they are going offline \nCustomer: live view was working but playback is not working \nHuman Agent: Alright, I will need camera or account information to look up. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: for 20 min after resetart it works then dont \nCustomer: give me a moment \nCustomer: zmd19g4ih404540\nCustomer: zmd19g4ih403942\nHuman Agent: The cameras are showing online, what do you see when you try to view the live video for the cameras?\nCustomer: trying to play the playback \nCustomer: like events feeds \nCustomer: just a blue circle round and round \nHuman Agent: Okay, so Playback is not loading. Are you able to see live video when you tap on the Live button for the camera right now?\nCustomer: ye live view is working \nCustomer: zmd19g4ih403363\nCustomer: zmd19g4ih403411\nHuman Agent: There could be a few reasons that the video is not able to load in your app. Are you there with the cameras at this time to troubleshoot their network connection?\nHuman Agent: Do all of the cameras have that issue? Or is it certain cameras?\nCustomer: yes i ahve done the restart yesterday with zomdo tech and reset day before that it just fixes the problem for 1 hr then goes to same thing \nHuman Agent: That is good to know, but I was not asking about resetting the cameras from our end. Do all of the cameras have that issue? Or is it certain cameras? Are you currently at the location of the cameras? If you are, then we can help you troubleshoot their connection to the network.\nCustomer: all the camera and i am at the location of the cameras \nHuman Agent: Okay, then there are a few things you can check. The easiest would be the upload bandwidth. \nHuman Agent: You can test the upload speed of the Wi-Fi network that the cameras are connected to. Make sure that your phone is connected to the same 2.4 GHz network that the cameras are connected to. You can use this website https://fiber.google.com/speedtest/ to test the speed of your network. It will test a download and then an upload speed.\nCustomer: just a moment\nCustomer: i have like 450 download and 20 upload\nHuman Agent: Okay are you on android or iphone? \nCustomer: android\nHuman Agent: Are you able to clear the Zmodo app data, then try the playback one more time."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: One of my cameras says the date is 7.11.2025. I see where I can adjust the time, but how do I ensure the cam has the right date.  My 10 other cams all have the right date and time. \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Adjusting the time zone should also adjust the date as it will synchronize to the date of the current time zone. You may need to then delete any \"future\" events though. If it's already on the correct time zone, you can move to another time zone then back to the correct one to resync it."]
["Customer: Can I erase the video from camera if I’m sending out an share\nCustomer: How long does the video stays in camera\nCustomer: How can I erase videos that are present \nHuman Agent: Hello, you've reached customer care, my name is Kylie. It is not possible to erase video\nHuman Agent: The camera has the 7 day cloud service, the video recorded will be available 7 days from the point it was recorded, after that time has passed it will overwrite the video to make room for more footage. \nCustomer: If I remove camera from account can the person I shared with can still see the videos\nHuman Agent: You can cancel the sharing which will cut off their access to the cameras videos. \nCustomer: How can I do that\nHuman Agent: You would click live on the camera, click the settings gear, then choose sharing management and you can remove any sharing from there."]
["Customer: Troubleshooting\nCustomer: I bought a camera from someone first off it didn't come with an antenna\nCustomer: I tried for using a QR code to set up my camera but it won't load\nCustomer: Troubleshooting\nCustomer: Agent\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Sorry I'm currently not home I will have to contact you guys later\nHuman Agent: That is alright. Please contact us when you are with the camera with the Device ID and we can look up the camera and see what needs to be done so you can set it up."]
["Customer: Can't reset my camera and deleted camera from app\nCustomer: Need assistance with reconnecting \nHuman Agent: Hello, you've reached customer care, my name is Kylie. When you look at the lights on the camera what color are they and are they solid or flashing?\nCustomer: Steady blue\nCustomer: Solid blue\nCustomer: Hello\nHuman Agent: Okay if its solid blue that means it is still connecting to something, Can you send me this cameras ID number? it is on the cameras sticker and starts with ZMD. \nCustomer: ZMD13DID9004231\nHuman Agent: Looks like this camera is tied to an account that was made with an email, I cant give you the whole email but it is m1c********@gmail.com do you recognize this email?\nCustomer: Yes\nCustomer: M1ckey51310@gmail.com\nHuman Agent: Okay, that is correct. Are you wanting to remove it from that account? or are you able to log into that account?\nCustomer: I'm logged in on the app\nCustomer: Changed my internet and couldn't get back into camera \nHuman Agent: Okay, are you able to click live on the camera now?\nCustomer: I deleted the camera thinking it would help\nHuman Agent: It has been on this account since 2022/11/08.\nCustomer: I deleted it from the app\nCustomer: Try reconnecting it \nHuman Agent: No, its been on this account since 2022/11/08 \nCustomer: I'm not understanding \nHuman Agent: It is currently telling me it is online on the M1ckey51310@gmail.com account. Are you sure your logged into the right account? currently you are contacting me from an account that was made with a phone number 3478802525 not that email. \nCustomer: They're both me, but I have more than 1 account?\nHuman Agent: Yes, you have an account made with an email, and an account made with a phone number. You are contacting me from the phone number account right now. You would want to log into the account under the email instead in order to view the camera. \nCustomer: And who remembers what password I used.\nCustomer: Unless you can send a password reset\nHuman Agent: You can try to log in, if you are not able to then yes you can do the password reset. \nCustomer: Ok, I'll give it a shot.\nHuman Agent: Just make sure to log in with the email and if you do the password reset that you use the same email not your phone number. \nCustomer: Ok, thank you \nHuman Agent: If you have any trouble feel free to let me know. The chat will timeout after 5 minutes of no response though. \nCustomer: Ok, thanks \nHuman Agent: No problem"]
["Customer: Troubleshooting\nCustomer: Does outside camera 1080 have reset button if so where is it\nCustomer: Can you check manual to see if it has reset\nCustomer: Where do I get manual\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Mira the Chat AI bot is not able to look up cameras to tell you that kind of information sadly. I can look up this info for you though, can you Send me the cameras Model and ID number? with that I can check if it has an external reset or not. The ID number will start with ZMD or GSG and not have FCCID in it."]
["Customer: I need my device to be factory reset \nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are wanting to reset?\nHuman Agent: The device ID will be listed on a sticker on each camera and will start with ZMD or GSG\n\nCustomer: D/static_file/4e394ffc59_1_20241212134922.jpg\nCustomer: And 14CEDA253099\nCustomer: 1\nHuman Agent: ZMD14CEDA253099 shows online.  Its connected to a different account wa----@gmail.com\nHuman Agent: Do you have access to this other account?\nCustomer: I need it to be factory reset so I can create my account \nHuman Agent: Do you have access to this other account?\nCustomer: I bought the camera 2nd hand \nCustomer: No I don’t \nHuman Agent: okay please keep the camera unplugged until it can be unbound\nHuman Agent: I will contact the previous account on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous account. If the request is denied then I would need the original invoice for anything further.\n\nI will follow up with you by email after the device/s have been unbound.\n\nCustomer: I have two \nHuman Agent: It is just this one camera?\nCustomer: The previous owner is not available \nHuman Agent: What is the device ID on the other camera?\nCustomer: Two cameras \nHuman Agent: What is the device ID on the other camera?\nCustomer: ZMD14CEDA253105\nHuman Agent: Thanks.  I will send out the unbind message for both cameras and follow up with you by email after they have been unbound\nHuman Agent: Please keep the cameras unplugged until they can be unbound\nCustomer: There is no way to contact previous owner \nHuman Agent: I will contact them by email.  As soon as they approve the unbind or after 30 days with no reply we should be able to unbind the devices for you\nCustomer: Thanks \nHuman Agent: You're welcome"]
["Customer: I am having trouble logging in my acccount\nCustomer: the email registered to my account is no longer in service\nCustomer:  i would like to reset my password\nCustomer:  i did that but i got no email\nCustomer: i am trying to reset my password but my email no longer works\nCustomer:  i did not get any verification \nCustomer:  i did not get a verification for the mobile numner\nCustomer: umber\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. could I have the email you are trying to reset the password for? \nCustomer: kelianne@twc.com\nHuman Agent: Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: zmd33jce3245498\nHuman Agent: This camera is linked to an email starting with ke******@ha********.com do you recognize and have access to that email? \nCustomer: kelianne@hawaii.rr.com\nCustomer: the email is no loner in service\nHuman Agent: Do you have the receipt for the purchase of the camera? \nCustomer: i pay the funlux camera storage on my credit card\nCustomer: i can give you that info\nCustomer: my name is on that credit card\nHuman Agent: The subscription on that account is via apple so I cannot see any of the billing information. \nHuman Agent: That presents another issue as well the apple subscription is tied to the account, so it would need to be cancelled. \nCustomer: can you help me reset my password?\nHuman Agent: You need access to the email account.\nCustomer: can you help me register a new email? \nHuman Agent: Yes, but the cameras have to be removed off the account. \n\nHuman Agent: with out the receipt or access to the account. As theses cameras are already bound to another account. We can contact the previous owner and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will contact you. What is the best email to reach you?\n\nCustomer: i purchase the camera thru amazon\nHuman Agent: Do you have access to the amazon account to find the receipt under your past orders\nCustomer: i will look\nHuman Agent: Okay\nCustomer: D/static_file/0865ada30f_1_20240926153217.jpeg\nCustomer: i hope this helps\nHuman Agent: Thank you, were you able to cancel the apple subscription? \nHuman Agent: Are you there?\nCustomer: yes\nCustomer: I'm trying to cancel it\nHuman Agent: Okay\nHuman Agent: Open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option.\nCustomer: i was able to cancel the subscription\nHuman Agent: Okay\nHuman Agent: Okay the cameras have been removed off the account. \nCustomer: what do i do next\nHuman Agent: Can you press the plus sign on the top right down at the bottom select the option that states \"Wired camera or wifi camera already solid blue? tap here to add it\" tap there and let me know if it shows the camera/s.\nCustomer: im not at home. I'm at work\nHuman Agent: I can try to add them from my end but I would need the new email account you have created and that account password changed to abcd1234\nCustomer: so login in with the kelianne@twc.com email?\nHuman Agent: Do you have access and know the password to kelianne@twc.com \nCustomer: actually, i figured out my password\nCustomer: is there a way to add back my camera\nHuman Agent: They would be added to the kelianne@hawaii.rr.com account but if you dont have that account anymore I recommend swapping the cameras to an account with an email you do have access to\nCustomer: yes, please add my cameras back to kelianne@hawaii.rr.com\nHuman Agent: Okay \nHuman Agent: They have been added back to that account\nCustomer: thank you so much for your help \nHuman Agent: You're welcome, is there anything else we can help with today? \n\nCustomer: no, that is all\nCustomer: thankyou\nHuman Agent: I hope you have a great day!"]
["Customer: Hello\nCustomer: Can you help logout my account from all devices?\nCustomer: Troubleshooting\nCustomer: Support\nCustomer: Hello Grant\nCustomer: Can you help logout my account from all devices? \nCustomer: Because I don't know what all devices I had signed in and few might not longer be with me\nCustomer: I tried resetting password thru web but it didn't kick me out\nHuman Agent: You will need to change the password to the account. You can reset the password through the web app here https://user.zmodo.com/changepwd and it will log out other devices. It may not be immediate, but the app checks several times a day and when it next checks, it will see the password was changed and it will log out the device.\nCustomer: Ok, i had the same step above like 5 mins ago\nCustomer: So, shall I wait for few more mins?\nCustomer: I had followed*\nHuman Agent: Yes, it may take some time for the app to next check the password.\nCustomer: Do you happen to know the interval when it next check?\nHuman Agent: No, unfortunately, I do not know the next time it will check.\nCustomer: Ok\nCustomer: Thanks\nHuman Agent: You're welcome."]
["Customer: Agent\n\nCustomer: I have another account that I am not able to sign in to I forgot password and I don't have access to the email address anymore \nCustomer: Yes but if I don't have access to the email address I can't see the code \nCustomer: Are you an agent or computer \nCustomer: Ok\nHuman Agent: What is the email address for the account that you had your cameras setup on?\nCustomer: godschild92105@yahoo.com\nCustomer: I don't have access to that's email address anymore \nCustomer: My new email address is godzchild92105@yahoo.com\nHuman Agent: Alright, let me take a look.\nCustomer: Ok\nHuman Agent: Okay, so it looks like you set your new email as your contact email. So I sent an email to that email address requesting permission to unbind the devices. I will need a reply giving me permission to unbind the devices.\nCustomer: Ok I'll check now \nCustomer: How do I unbind the devices if I can log into the account \nHuman Agent: If you have any questions, did not approve the change in ownership, or no longer have the ability to remove the device(s) from the app please let us know. If you wish for us to remove it for you, you may simply let us know that you approve of the unbind.\nHuman Agent: I will need a reply giving me permission to unbind the devices.\nCustomer: I replied to your chat robot I can't get into my zmodo account and the email address I had I no longer have access to so that should mean I can't get into the account or the email so what would be expected of me to do if I can't get into either.\nCustomer: You have permission to unbind.\nHuman Agent: Can you reply to the email I sent?\nCustomer: I did\nHuman Agent: I have not received your email yet. Can you reply to the email, not in the chat?\nCustomer: I just did\nCustomer: D/static_file/ab1b35dde0_1_20241007093638.png\nHuman Agent: Yes, I just got your reply. I know you do not have access to that email address. Can you please reply to the email giving me permission to unbind the devices from that account?\nHuman Agent: I just need a reply to the email saying that I can remove the devices from the account.\nCustomer: I typed you have permission to unbind in the email.\nHuman Agent: Can you please reply to the email that I sent you telling me you would like me to unbind the devices from the account. I need a reply to the email that I sent giving me permission to unbind the devices.\nCustomer: I sent it\nHuman Agent: I have only gotten the first reply telling me that you do not have access to the account. However, that is fine, You sent a screenshot of the order information, so I have unbound the cameras from the account using the order information.\nCustomer: I sent it now 3 to 4 minutes ago I will send it again.\nCustomer: Just sent it again\nHuman Agent: You do not need to send it again. As I stated in my previous message, I do not need it because you sent a screenshot of the order information, so I have unbound the cameras from the account using the order information.\nCustomer: Ok so is there anything else we need to do \nHuman Agent: I have unbound the devices from the account. So you can connect them to a new account.\nCustomer: I apologize I hadn't finished reading the text.\nCustomer: Thank you.\nHuman Agent: You're welcome."]
["Customer: Where do I find password recovery?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. If you're unsure of your password, you may reset it when logging in via the forgot password button so long as you have access to your account email. If you do not want to log out first, you may visit user.zmodo.com to reset it from there instead."]
["Customer: My camera is bound to my old email I have a new email I can’t get into it to reset it help\nCustomer: Help\nCustomer: And number is zmd161317508781\nHuman Agent: Hello, you've reached customer care, my name is Kylie. First I will need to look up the camera here, one moment.\nCustomer: K\nHuman Agent: I was not able to find the camera with that ID number, are you perhaps able to try taking a picture of the cameras sticker and sending that instead for me to review?\nCustomer: Yes\nHuman Agent: Okay\nCustomer: D/static_file/51856fcf90_1_20250211153223.jpg\nHuman Agent: Its a bit blurry to make out, can you try again\nCustomer: D/static_file/885beacbb4_1_20250211153654.jpg\nHuman Agent: the camera is out of focus or perhaps not clean enough so the pictures are too blurry\nCustomer: D/static_file/78754c74ae_1_20250211153950.jpg\nHuman Agent: As you can see in the image you sent, its out of focus. I cant make out the characters properly. Before you send an image after you take the picture check to see if its in focus and not blurry before you send it please. \nCustomer: D/static_file/a854b7d285_1_20250211154245.jpg\nHuman Agent: Each image you have sent sofar is out of focus and too blurry. \nHuman Agent: Without the ID number I will not be able to assist you properly. I need the full ID number to be clear, in focus, and not blurry to make out all the characters. \nCustomer: D/static_file/ac4d225cdd_1_20250211154619.jpg\nCustomer: ID :zk8-BFs23NM\nHuman Agent: this doesn't sound like this is working for you to be able to send me a photo, the last image was the blurriest of all the previous ones. Are you abel to take a clear photo from another device perhaps?\nHuman Agent: that's not the ID number. The ID number is the number under the barcode that starts with ZMD\nCustomer: D/static_file/7aeac2d09e_1_20250211155526.jpg\nCustomer: I am here"]
["Customer: I lost the receipt now. So it can't be removed?\nCustomer: Unblind camera from another account\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device first to see what kind of account its bound to, can you send me the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid. \nCustomer: D/static_file/6525dae43f_1_20250304111404.jpg\nCustomer: I lost the receipt now. So it can't be removed?\nHuman Agent: No, For the unbind process if you don't have the receipt for the unbind we can send an unbind request. If we get a response of approval or if there is no response after 30 days then I would unbind the device and notify you, Is the best email to notify you the minhtam.tran85@gmail.com email?"]
["Customer: Hello\nCustomer: I need to talk to a live person. Can you give me a # to call\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: Yes\nCustomer: I’m trying to set a call back request but it won’t take my email\nCustomer: Hello\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  I think I may knwo why you had trouble perhaps.\nHuman Agent: I will send you the calls ceduler again but when you submit the callback make sure the area code is in the phone numebr and that there are no spaces or dashes.\nHuman Agent: If you have mroe trouble submitting take a screenshto of the page and send that to me in the chat to review here for you.\nCustomer: Ok I’ll try it again\nHuman Agent: sending it for you now\nCustomer: Ok I think it went through\nHuman Agent: Fantastic, is there any other questions I can assist you with before your callback?\nCustomer: No I think I’m good for now unless you can tell me how to reset my account\nHuman Agent: When you say reset your account do you mean jsut resetting the cameras so you can set them back up again or are you wanting to move the cameras to a new account made with a different email?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: My boyfriend can't log into the smartz ease..I share my cameras with him to view\nCustomer: 1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Did your boyfriend make their own account?"]
["Customer: Troubleshooting\nCustomer: my password on my zmonda says not correct. i have password wrote down. i tried to rest by eamil but im not receiving email with code to do this\nCustomer: says my phone number is not correct but it is the only number i have\nCustomer: agent\nHuman Agent: What is the email address for your account?\nCustomer: wacroom@gmail.com\nCustomer: thats te one i log in with\nHuman Agent: Alright, I do see an email address with that account. When you try to reset the password, make sure you enter that email address and not a different email address. Then make sure you are checking the @gmail.com email address any not any other email address you may have.\nHuman Agent: Also double check your Spam folder.\nCustomer: okay sorry its going to spam. thank you\nHuman Agent: You're welcome.\nCustomer: have a good day\nHuman Agent: Thank you. You have a good day, too."]
["Customer: Set up\nCustomer: Bought camera from a pawn got the pair its saying bound to another account need help plz\nCustomer: Can i have the phone number for support please\nCustomer: Ok im here\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Ok\nCustomer: D/static_file/f838cec39d_1_20250305133253.jpg\nCustomer: D/static_file/18ed4af387_1_20250305133337.jpg\nCustomer: 2 pcs\nCustomer: Did you get it?\nHuman Agent: Thank you. Do you have an invoice or order details from the purchase of the cameras?\nCustomer: I bought it from a pawn shop about two weeks ago dirt cheap they said it wasnt connecting\nCustomer: D/static_file/c8603ec699_1_20250305134111.jpg\nCustomer: D/static_file/42a764c258_1_20250305134120.jpg\nCustomer: Im still here bro\nHuman Agent: The cameras are setup on another account. They need to be removed from the account before you can set them up on your account. We have a couple of options to do that. So, as I asked, do you have an invoice or order details from the purchase of the cameras?"]
["Customer: All my cameras disappeared? Can you reset them?\nHuman Agent: Hello, you've reached customer care, my name is Kylie I dont see where any cameras have been tied to this account your contacting from which was created with a phone number 8167266841. If your cameras disappeared its possible that you may not be logged into the right account, I can try to look up the device to see if its on an account or not, For this I can try to look up your email or I can try looking up one of the cameras ID numbers which will be on the cameras sticker and start with ZMD."]
["Customer: Im trying to add a camera\nCustomer: Remove camera from another account\nCustomer: I cant do that \nCustomer: I got the camera online and need to add to my account.\nCustomer: Further assistance\nCustomer: Aggent\nCustomer: \"Agent\"\nCustomer: Thank you \nCustomer: The id number is 13ev09nn005687b\nHuman Agent: Hello, you've reached customer care, my name is Kylie, is this a camera or what type of device is this?\nCustomer: Yes camera \nHuman Agent: Okay, it looks like this camera is currently tied to an account that was created with an email, that email is  jrb**@gmx.net do you have access to this email at all?\nCustomer: No i got these cameras on facebook\nHuman Agent: Okay,  to Unbind this camera we will need to go through the Unbind process, I will send the unbind request for this device to the email the camera is currently tied to, if they respond and grant permission or after 30 days or no response I will be able to unbind the camera and will notify you. What is the best email for us to keep in touch?\nCustomer: Mhhope24@gmail.com\nCustomer: I cant wait 30 days this is  for a shelter \nHuman Agent: Unfortunately the only other way to unbind the camera quicker is with the original purchase invoice from the previous owner. \nCustomer: Wow ok \nHuman Agent: These are our safety policy reguarding unbinding from an account, I have sent the Unbind request and took your information down, If I hear back from them or after 30 days have passed then I will notify you just keep an eye out for a response, sometimes it can go to spam \nCustomer: Thank you \nCustomer: Im texting the seller now hopfullyni get a response \nHuman Agent: No problem, I wish you luck and hope you Have a wonderful day. \nCustomer: He answerrd the email"]
["Customer: I am unable to reset my password through my phone number. When I try to do so it does not send a reset code to my phone. I also tried to reset it using the email address option and when I do so it created a new account I'm not able to move the cameras from the old account to the new account because they're still attached to the old account which is the account using my phone number. How can I retrieve my password for my phone number please?\nCustomer: How can I get to customer support\nCustomer: Thank you\nCustomer: agent\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the phone number you are trying to reset? \nCustomer: Hi Yes it is 623-210-5320\nHuman Agent: Okay I am going to try to reset the password from my end, can you give me the code once you have it. \nCustomer: Okay 254288\nHuman Agent: Okay the password for that account was set to abcd1234\nCustomer: Can you hang on this for a second while I try to get in please\nHuman Agent: Yep not a problem."]
["Customer: Spanish \n\nCustomer: Agent \nCustomer: Cómo resetear la cámara\n\nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD o GSG y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras.\nCustomer: ZMD19G4IH402990\nHuman Agent: Gracias. Esa cámara está configurada en otra cuenta. ¿Has configurado esta cámara antes? ¿O compraste recientemente esta cámara usada?\nCustomer: La configuré antes\nHuman Agent: Bien, la cuenta en la que está configurada la cámara es una dirección de correo electrónico @gmail.com y las dos primeras letras son \"él\". ¿Reconoces la dirección de correo electrónico en la que está configurada la cámara?\nCustomer: No\nCustomer: No recuerdo el correo \nHuman Agent: ¿Tiene la factura o información del pedido de la compra de la cámara?\nCustomer: No tengo nada \n\nHuman Agent: Como esta cámara ya está vinculada a otra cuenta, puedo comunicarme con la cuenta anterior y solicitar que eliminen la cámara de su cuenta; sin embargo, debo esperar 30 días para recibir una respuesta. Cuando reciba una respuesta o al final de los 30 días si no recibimos respuesta, desvincularé el dispositivo y me comunicaré con usted. ¿Cuál es el mejor correo electrónico para comunicarme con usted?\nCustomer: jorgeluismaciasvelasco464@gmail.com\nHuman Agent: Gracias. ¿Tiene alguna pregunta?\nCustomer: ZMD19G4IH402791\nCustomer: Y de esta otra camara\nCustomer: Me puede decir el correo?\nHuman Agent: ¿Tienes otras cámaras?\nCustomer: Si venían 4 en el paquete \nCustomer: Pero está anterior la vincule a otro teléfono y se formateo \nCustomer: No recuerdo el correo \nHuman Agent: ¿Puede darme los ID de dispositivo de todas las cámaras con las que tiene problemas?\nCustomer: ZMD19G4IH402990\nCustomer: Solo tengo en uso una\nHuman Agent: Me has dado 2 ID de dispositivo. ZMD19G4IH402990 y ZMD19G4IH402791. ¿Son sólo esas dos cámaras las que tienes problemas para configurar?\nCustomer: ZMD19G4IH407990\nCustomer: Y esa \nHuman Agent: Esa es una dirección de correo electrónico @gmail.com y las dos primeras letras son \"cr\".\nCustomer: cristinaloera161@gmail.com es?\nHuman Agent: Esa es la cuenta a la que están vinculadas la segunda y la tercera cámara.\nCustomer: Es la cuenta que tenía el teléfono que se formateo \nHuman Agent: ¿Tiene acceso a esa dirección de correo electrónico? ¿O puedes iniciar sesión en la cuenta con esa dirección de correo electrónico?"]
["Customer: How can I avoid others who have access to my cameras from accessing them\nCustomer: I have changed passwords but I believe they still have access even after I changed password \nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie, whenever you change the password of an account, it kicks whoever was logged in out, unless you give them the new password or they themselves reset the password should they have acess to the email then they would be logged out. \nCustomer: They don’t have access to email but I was also logged in with other device and still had access without updating password which is what I’m concerned about \nHuman Agent: Okay, if you have changed the password, all devices will log out from the account, unless they know or get the new password you set then they wont be able to log back in. \nCustomer: Ok I’ll take ur word for it then \nCustomer: Thank u so much \nHuman Agent: Thank you as well, have a splendid day \nCustomer: I was also wondering how I can purchase a few more cameras to add on\nCustomer: I just need 2 more but not sure where I can look\nHuman Agent: Okay, you can look on our partners website Zmodo.com for more indoor or indoor outdoor cameras. They are also listed on amazon \nCustomer: Thank you \nHuman Agent: Your welcome, have a good day"]
["Customer: Set up\nCustomer: I can’t connect the zmode ring camera to my phone \nCustomer: I did all that and doesn’t work \nCustomer: No\nCustomer: I need costumer support \nCustomer: Hello \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Hello the zmode camera was already in the house when I moved \nCustomer: I don’t have the sticker \nHuman Agent: Alright, I would need the Device ID from the camera. It would be on the camera.\nCustomer: D/static_file/996c412606_1_20240916155831.jpg\nCustomer: This is the only thing I have \nCustomer: I don’t see any id \nHuman Agent: It would likely be on the back of the camera. You can take the doorbell off of the bracket that it is mounted on. There may be two security screws holding the camera to the bracket. There would be either two on the bottom or one on the bottom and one on the side.\nCustomer: D/static_file/fa74cdb5b9_1_20240916160019.jpg\nCustomer: This one \nHuman Agent: That is potentially one of the security screws. The picture is incredibly zoomed in, so it is difficult to see.\nCustomer: Ok"]
["Customer: How do I take a camera off of an existing account and set up in another?\nCustomer: I don’t show the camera on my account. I tried setting it up with another WiFi but was told it was already being used on another account. \nCustomer: How do I contact customer support?\nCustomer: What is the custom support phone number \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: ZMD13FLED000900\nHuman Agent: This camera is linked to a phone number ending in 851, do you recognize and have access to the phone number. \nCustomer: It was my husband’s but he is deceased. I don’t have his phone anymore. \nCustomer: I am his wife. \nCustomer: His name was Ernest\nHuman Agent: There is a contact email starting with er*******@gmail.com, do you have access to that email? \nCustomer: I’ve never tried to access it. \nCustomer: I can’t remember which one he used\nHuman Agent: Or if you have the receipt for the purchase of the camera\nCustomer: I have all of the boxes the cameras came in but it’s been a long time since he purchased these cameras. \nHuman Agent: Okay is it just this one camera or is there more? \nCustomer: We have 2 others but I only want to change this one to another WiFi. \nCustomer: Actually we have 3 others. 4 total. Sorry.\nCustomer: I did find a password he used for something with the cameras. \nHuman Agent: Okay do you want to try and sign in with the password you have? \nCustomer: Sign in where\nHuman Agent: Into the app, do you have another phone or tablet you can use  to sign into the account with the information you found. \nCustomer: Yes. I don’t know where to sign in at\nHuman Agent: Do you have another phone or tablet? \nCustomer: Yes\nCustomer: I tried with Ernie’s email but it said it didn’t match\nHuman Agent: The account is under the phone number not the email. The email is just a contact email. \nCustomer: Not seeing where to put the phone number \nCustomer: It’s asking for email and password \nHuman Agent: Under the password field there should be a sign in with mobile number. \nCustomer: Ernie had an email from EarthLink when he set these cameras up. We both changed to gmail. I only have his EarthLink written down with his password \nCustomer: Ok. I’m on the Zmodo web app now. Should I put in his phone number \nHuman Agent: No it has to be on the mobile app. \nCustomer: Again, using his phone number, said the password doesn’t match \nCustomer: I’m on the app on my phone. \nHuman Agent: Okay with out access to the account or receipt. As theses cameras are already bound to another account. We can contact the previous  account and request that they delete the cameras from the account or give us permission to remove them, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will contact you. What is the best email to reach you?\n\nCustomer: padiblasi18@gmail.com\nHuman Agent: Okay can you send me all of the IDs please \nCustomer: I only want this one, ZMD13FLED000900\nHuman Agent: Okay I will start that process \nCustomer: Ok thank you"]
["Customer: I need live agent\nCustomer: Customer care agent\nHuman Agent: How can I assist you?\nCustomer: My cameras wont work\nCustomer: It wont pull up my wifi\nCustomer: Can u call me\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: Zmd12kh68293188\nHuman Agent: That camera is already online and setup, but it is on another account. The camera is setup on an email address account. The email is a @tds.net email address and the first two characters are \"ae\".\nCustomer: Yes i know thats me\nHuman Agent: Okay, then you will want to log in to the app with that email address.\nCustomer: But my cameras dont show anymore on my phone\nHuman Agent: You are logged in to the wrong account. Right now you are contacting us from an account with a mobile phone number, 7657202901.\nCustomer: It says no device\nHuman Agent: Yes, that is because you are logged in to the wrong account.\nCustomer: Thats my mobile number\nCustomer: I never changed anything\nCustomer: So how do i log in\nHuman Agent: You would log out of the phone number account that you are currently logged in to. Then you will log in to the app using your email address.\nHuman Agent: You can tap on Me at the bottom right corner of the app and then tap on Log Out. Then tap on Login with email address and enter the email address and password for that account."]
["Customer: Sorry we were talking about my camerasnot connection \nCustomer: They keep saying connected to another account \nCustomer: Can they be reset \nCustomer: How do I reset \nCustomer: I don't have access to that phone number anymore \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're working on currently? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: My cameras won’t connect on my phone but cameras work\nHuman Agent: Hello, you've reached customer care, my name is Kylie. What color are the lights on the cameras, and are they solid or flashing?"]
["Customer:  I need one asistant please \nCustomer: My camera appears linked to another account\nCustomer: Hello i need agent please \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Agent\nCustomer: Can log into account need to remove cameras to add them to new account \nCustomer: Can log into account need to remove cameras to add them to new account \nCustomer: you need zmd number right \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Yes I would need the ZMD number first to locate the camera and see what kind of account is bound to first\nCustomer: -1\nCustomer: ?\nHuman Agent: I replied above, I said \"Hello, you've reached customer care, my name is Kylie. Yes I would need the ZMD number first to locate the camera and see what kind of account is bound to first\"\nCustomer: Zmd16LEI7209282\nCustomer: Zmd16LEI7205796\nHuman Agent: Okay, both of those cameras are online and tied to an account under an email, that email is ren**************@icloud.com Do you have access to that email at all?\nCustomer: No\nHuman Agent: Okay, to unbind them from that account we would have to go through the unbind process, there are 2 ways to unbind the cameras. 1st way is with the unbind request, I would send an unbind request to the ren**************@icloud.com email, then if there is a response of approval or if after 30 days of no response occur then I can unbind the device and notify you. Or option 2 is You can send us the original purchase invoice/receipt to compare to the cameras then I would unbind the devices with that. Do you have the invoice/receipt?\nCustomer: Thats an iCloud don't have that phone nomo\nCustomer: Damn no\nCustomer: That email is an iCloud \nCustomer: Dnt have that phone nomo\nHuman Agent: Okay unfortunately without the invoice then we would have to do the Unbind request option. Is the  terryduane9@gmail.com email the best to notify you when we do get that response or after the 30 days have occured?\nCustomer: So I have to wait 30 days  to get into the camrea\nCustomer: Ok u can send the email to the new gmail\nCustomer: Yes\nCustomer: U can email \nCustomer: terryduane9@gmail.com\nHuman Agent: Your in luck, I sent the unbind request, and because the email no longer exists the email bounced back, when that occurs we are able to unbind the devices.\nHuman Agent: No, unbind requests have to go to the email the cameras are tied to its our policy. However because of the bounce back I mentioned above Both cameras are now unbound from the previous account adn you can add them to another account if you wish."]
["Customer: Troubleshooting\nCustomer: Live Agent \nCustomer: I'm having trouble adding my camera to my account.\nCustomer: Hello\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera or one that was previously set up? \nCustomer: It was previously set up.\nHuman Agent: Okay can you send me the cameras Model and ID number?\nCustomer: ZMD17AJI8204839\nHuman Agent: It looks like this device is online but tied to another account that was created with a phone number. I cant give you the whole number but it ends with 17 do you recognize it?\nCustomer: 8477575017. I no longer have access to that number.\nHuman Agent: Okay, to remove the camera from this account we would have to go through the unbind process, this can be done in two ways, either with the original purchase invoice or I would send an unbind request to the phone number. Do you have the invoice?\nCustomer: I have an invoice. I sent it to Zmodo months ago when they had to untie mY other cameras from that same number. Let me see if I can find it.\nHuman Agent: we wouldnt be able to use an old unbind request for this, its something that would have to be started now \nHuman Agent: If you have the invoice though I can use that.\nCustomer: Yes\nCustomer: I think the email I sent Zmodo with the invoice was deleted.\n\nCustomer: I have to look for that invoice\nHuman Agent: Okay, I did nto find any emails from this \nmj576611@gmail.com in our system when I looked it up as well.\nHuman Agent: Once you have that feel free to contact us again for the unbinding. \nCustomer: Yes this is my new account. \nCustomer: I sent the invoice from that email address.\nHuman Agent: I did not see any messages from that email to us, perhaps you sued a different email to contact us before.  \nCustomer: I will contact you when I find the invoice. Thanks\nHuman Agent: Okay, Have a good day."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: Can't get camara working. Says signed in another account \nHuman Agent: Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: How to reset the camera\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: We are just moved in here in the house they have already cctv ang the owner said to us to download the app \nCustomer: But i cant conect to the camera\nCustomer: D/static_file/545efa7737_1_20250211144946.png\nCustomer: This is what happened when im conecting\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD14DCDA204855\nCustomer: ZMD14DCDA204403\nHuman Agent: Thank you. Is it just those two cameras that you have?\nCustomer: Theres 1 more but ithink its not zmodo\nHuman Agent: Do you know what brand it is?\nCustomer: Starcam\nHuman Agent: Alright, that is not a partner company, so it would be just those two then.\nCustomer: D/static_file/ca6d0263a8_1_20250211145456.jpg\nHuman Agent: As these cameras are already bound to another account I can contact the previous account and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: Ok tnx u\nCustomer: Mccyrusuae@gmail.com\nCustomer: So its better to turn it off \nCustomer: Because we dont have the copy yet\nCustomer: U cant call them today so that i can fix it for our safety???\nHuman Agent: I would recommend unplugging the cameras until they have been removed from the other account. While they are still on the previous owner's account, they would be able to see the video from the cameras.\nHuman Agent: We will be sending an Unbind Request to the previous owner. They may remove the devices on their own or contact us giving us permission to remove the devices from the account. If we do not receive a response after 30 days, then we would unbind the cameras.\nCustomer: Oks then pls. Send me email is its ready \nCustomer: Tnxu\nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: How to log off on other devices remotely \nHuman Agent: Hello, you've reached customer care, my name is Kylie. To log other users from the account you can reset the password, anyone logged in will be logged out again. \nCustomer: Oh that’s awesome thank you \nHuman Agent: No problem, is there any other questions you have today?"]
["Customer: Troubleshooting\nCustomer: Changing date \nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.   \nHuman Agent: Are you wanting to update the time zone on your cameras?\nCustomer: Change date on the event clip playback \nHuman Agent: Did you check to make sure the time zones are set correctly?\nCustomer: Time zones are correct and so is the time and date on the live feed\nHuman Agent: How off is the date on the playback?\nCustomer: 01-02-2000\nHuman Agent: Is this on the phone app?\nCustomer: Yes\nHuman Agent: Deleting the wrong date events and updating the time zones for each camera should fix this issue.\n\nPlease hit edit in the top right on the \"events\" tab, select those events that show the wrong date, then choose to delete them. Once that is done, tap on the live button of each camera, hit the settings gear in the top right, then the 3 dots... in the top right, then chose device time zone. If it is already correct, move it to a random other time zone, then back to the correct time zone and save. That will resync it to the proper date/time.\n\nHuman Agent: deleting the events would unfortunately delete the clips, you would not be able to retrieve them after updating the time zone but it should fix it for new event clips\nCustomer: Ok\nCustomer: Thank you Wendy\nHuman Agent: You're welcome\nCustomer: Change password \nHuman Agent: On the app login screen you can tap on \"forgot password\" to update the password.\nCustomer: Ok, thanks\nHuman Agent: You're welcome"]
["Customer: Troubleshooting\nCustomer: I had my camera on an old account, that I can no longer access. how do i get my camera off that account to bound it to another account?\nCustomer: phone number\nCustomer: Customer Care Agent\nCustomer: Zmodo\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the devices to see what account it is bound to first, can you send me the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid. \nCustomer: ZH-IXY1D\nCustomer: ZK8-BFS23NM\nCustomer: My camera does not have a ZMD or GSG\nHuman Agent: For that model of camera the ID would be on the cameras bracket on a separate sticker and start with ZMD.\nHuman Agent: If you still don't see it just let me know\nCustomer: I dont see it\nHuman Agent: Okay, For this camera did you go through the setup and get it online where the lights changed to a solid blue at all?\nCustomer: Yes\nHuman Agent: Okay, in the app, while the camera is plugged in and blue, try to add the device and when it pops up with the ZMD ID numebr take a screenshto and send that to me, or you can also manually type it, thats fine.\nCustomer: ZMD13IJE2245339\nCustomer: ZMD13IJE2245339\nHuman Agent: This camera is tied to an account that was created with an email, to remove it from this account you can log in and delete it from within the account, otherwise if you do not have acess to the account to do that then we can do the unbind process. For that there are 2 options for unbinding, you can send me the origional invoice/reciept from the purchase of the cameras, then II would compare it and unbidn the device if it matches, or the second option is I would send an unbind request to the email the camera is bound to, then once I recieve a repsosne of approval or after 30 days on no resposne I would unbind the device and notify you. \nCustomer: I can't remember what email account. Do you have that?\nHuman Agent: I cant give you the whole email but I can give you the first 3 letters and the domain, it is \tjes****@mystoragegroup.com"]
["Customer: are you a bot or a real person?\nCustomer: thank you\nHuman Agent: Hello, you've reached customer care, my name is Kylie a live Rep. How may I assist you today?\n\nCustomer: I have a lone story, please be patient with me. I am 79 years old  and quite frustrated now. I started with Zmodo a few years ago. My e-mail address was boujha45@comcast. net. later I got hacked and decided to get a new email address. after using my new address \" bullockssara77@gmail.com, I forgot my password with boujha45@comcast.net. Recently I added 2 new cameras \nCustomer: I got everything set up and was ready to go but while trying to re arrange the tiles on my phone I accidentally deleted my Zmodo app.\nCustomer: now I cannot reinstall them because I do not remember my password\nHuman Agent: Okay, do you have access at all to the email boujha45@comcast.net?\nCustomer: yes but I talked to them and had to get a new password\nCustomer: but your system wont let me back in do to the different emails and passwords\nCustomer: yes I do have access to all the emails in boujha45\nHuman Agent: Okay, Try to do the password reset option when logging in with the boujha45@comcast.net email. That is the main email connected to the account, even if you set a contact email as you did it sadly does not change it and any password reset emails have to go to the main email which is  boujha45@comcast. net\nCustomer: I can't login because your system needs my old password\nHuman Agent: You can reset the password for the  boujha45@comcast.net account by going through the password reset process. \nCustomer: I had to get a new Zmodo app. When I tried to log in of course it ask for email address\nCustomer: okay, I was able to get back into my boijha45@comcast.net email. Yes I now have a new password. that is all set. Now I need to get back in with Zmodo\nHuman Agent: if you click Forgot password, then put in the  boujha45@comcast.net email and move forward it will send the password reset code, you would then enter that code that went to the email  boujha45@comcast.net into the app along with the new password to reset it. \nCustomer: I downloaded a new Zmodo app. now I just need to connect with you\nCustomer: let me try\nHuman Agent: Okay, you would try to login with the email boujha45@comcast. net, if it fails, reset the Zmodo password for the account by hitting forgot password, enter in the  boujha45@comcast. net email and move forward, it wills end a Code to the  boujha45@comcast. net email to reset, you take that code and enter it into the app, then enter in the new code and move forward, once it is reset then you would login with that new password. \nCustomer: so it failed"]
["Customer: Agent\nCustomer: Troubleshooting\nCustomer: Agent please\nHuman Agent: Hi my name is Wendy\nHuman Agent: How can I help?\nCustomer: Yes o have a cámara that does not have a reset Butrón can you help\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: Is it the fcc id \nHuman Agent: D/static_file/bb9596dcdd_1_20241007114846.png\nHuman Agent: The ID will start with ZMD or GSG, it is near the fcc id\nCustomer: ZMD13IGF8001782\nHuman Agent: ZMD13IGF8001782 is connected to a phone number account ending in 797 are you logged into the app with this phone number?\nCustomer: No\nHuman Agent: Do you not have access to this phone number?\nHuman Agent: Did you just purchase the camera? or just no longer have access to that phone number account?\nCustomer: Yes done have accesos \nHuman Agent: Please attach your receipt here for camera ZMD13IGF8001782  and I should be able to unbind it for you.\nCustomer: I no longeva have the reciept\nHuman Agent: okay.  Iwe will contact the previous account on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous account. If the request is denied then I would need the original invoice for anything further.\n\nHuman Agent: Is it just this 1 camera? or do you have other cameras as well?\nCustomer: Just one\nHuman Agent: okay I will follow up with you by email after the camera has been unbound.\nCustomer: Ir theta dont Answer in 30 days you Will reset it ?\nHuman Agent: yes.  if there is no reply to the unbind request we should be able to unbind it after 30 days\nCustomer: Do you have my Email ?\nHuman Agent: I have email luis.arvayo199100@icloud.com\nCustomer: Perfect thank you \nHuman Agent: You're welcome!  have a great day\nCustomer: Great help\nHuman Agent: thanks!"]
["Customer: How to save images from zmodo camera app without cloud \nCustomer: How do I access camera feed\nCustomer: When I open camera feed the live  selection not on feed\nCustomer: Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. To view the short 10 second clips a camera makes and download them you would go to the alert section."]
["Customer: Troubleshooting\nCustomer: I bought two cameras from someone and they’re still linked to their account.  How can I get them un linked so I can set them up?\nCustomer: Request unlinking\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. To remove the cameras from another account we would have to go through the unbind process, for that process I first will need the Cameras ID numbers, This will be on the bottom of the cameras on a sticker and start with ZMD, Once I have that I can look up the cameras to see what kind of account they are bound to. \nCustomer: D/static_file/264c7051c9_1_20241211101237.png\nHuman Agent: Okay let me look up these cameras, one moment. \nCustomer: Ok\nHuman Agent: It looks like both of these cameras are tied to one account that was created with an email. For unbinding the devices there are two options, either unbinding with invoice from the original purchase of the devices (you would send us a picture or screenshot of that) or unbind by unbind request where would send a message to this email the cameras are bound to. Do you have the invoice?\nCustomer: No \nCustomer: I think I have the email though\nCustomer: brettanyx@icloud.com\nHuman Agent: Okay, I will send the unbind request then, if I receive a response of approval or if after 30 days of no response occurs then I will unbind the device and notify you, is the email gregm977@ymail.com the best for keep in touch?\nHuman Agent: That is not the email the cameras are bound to.\nCustomer: No please use jennifermichael68@yahoo.com\nCustomer: I tried to reset the email on the system but it won’t let me\nHuman Agent: I cant give you the whole email, but the email but I can give you the first 3 letters and the domain. The cameras are bound to is bda******@comcast.net\nHuman Agent: I will notify you on jennifermichael68@yahoo.com email when the bda******@comcast.net email responds or after the 30 days of no response occurs. Is there any other questions before we go?\nCustomer: Well what do I do now?\nHuman Agent: You will have to wait for the email to respond to the unbind request I sent, or until the 30 days if they do not respond for the unbind. \nCustomer: Ok thank you\nHuman Agent: Thank you as well, have a great day. \nCustomer: You too"]
["Customer: Troubleshooting\nCustomer: Kick ever one out so they have to use new password\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Sometimes it can take multiple password resets to kick out all suers from the account, try it multiple times."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Hi \nCustomer: My device won’t let me sign in \nCustomer: It’s giving me a error “the device is linked to another account” \nCustomer: I do know this other account \nCustomer: I know what my account info is \nCustomer: I’m signed on currently \nCustomer: I cannot sign into the device \nCustomer: I have done all that \nCustomer: I need help logging into the main hub\nCustomer: Agent\nCustomer: Ok\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I’m working with the hub at this point \nHuman Agent: Okay, could I have the Device ID of the NVR or DVR system that you are working with?\nCustomer: Yes let me grab that \nCustomer: ZMD13HDA1234443\nHuman Agent: That NVR is setup on a @yahoo.com email address and the first two characters are \"s_\". Do you recognize the email that the NVR is setup on?\nCustomer: That could be my email address\nCustomer: S_westwood@yahoo.com\nHuman Agent: That is the email address that the NVR is setup on. You will want to log in to the app with that email address.\nCustomer: I’m trying that right now \nCustomer: Please hang tight with me if you can\nCustomer: Looks like I need reset my password \nHuman Agent: If you have access to the email address, then you can tap on Forgot Password and you will get an email with a verification code to enter in to the app to reset the password.\nCustomer: Ok trying to log in\nCustomer: Should the nvr show red lights?\nHuman Agent: Are you talking about the three lights on top of the NVR? Or are there red lights at another spot on the NVR?\nCustomer: Still there?\nHuman Agent: Yes, I responded to your question about the red lights. I will send it again.\nHuman Agent: Are you talking about the three lights on top of the NVR? Or are there red lights at another spot on the NVR?\nCustomer: Three lights on top of the nvr\nHuman Agent: That means there is an issue with the hard drive. You can try formatting the hard drive. If that does not work, then you would want to replace the hard drive if you want the cameras to record locally to the NVR.\nCustomer: I cannot add a camera\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: The app is saying this device does not support cloud service\nHuman Agent: Yes, the NVR cannot be subscribed to a cloud plan.\nCustomer: Ok \nCustomer: How can add camera?\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Im on the app now \nHuman Agent: Okay, I still need the Device ID from the camera you are trying to setup.\nCustomer: Still there?\nHuman Agent: Yes, are you receiving my messages?\nCustomer: Hello\nCustomer: Have a question"]
["Customer: Set up\nCustomer: I’m trying to hook my camera back up it’s been a while I see a solid blue dot and the red dots as if it’s recording but on the app it’s asking to add device it’s probably been 4-5 years since I’ve had it connected \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Yes\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Still nothing \nZmd13jqd7000503\nHuman Agent: That camera is already setup and it is connected to an other account. The camera is on a @icloud.com email address and the first two characters are \"gr\".\nHuman Agent: Do you recognize the email address?\nCustomer: Are you there\nHuman Agent: Yes, did you get my response? I will send my messages again.\nHuman Agent: That camera is already setup and it is connected to an other account. The camera is on a @icloud.com email address and the first two characters are \"gr\".\nHuman Agent: Do you recognize the email address?\nCustomer: Yes griptite100@icloud.com\nCan you change it to my other email\nHuman Agent: No, the email address cannot be changed on an account. Are you able to log in to the app with that email address? Or do you have access to that email address inbox to reset the password?\nCustomer: No I don’t remember \nHuman Agent: Alright, without access to the account, we have a couple of options. First, do you have the invoice or order information from the purchase of the camera?"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Camera saying it is connected to another account. \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Español\n\nCustomer: Agente\nCustomer: Hola buenas tardes\nHuman Agent: ¿Cómo puedo ayudarte?\nCustomer: Trato de conectar las camaras con el QR y no me deja\nCustomer: La contraseña si es la correcta \nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD o GSG y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras.\nCustomer: ZMD19G5IHC01072\nHuman Agent: Esa cámara está configurada en una cuenta diferente. La cámara está en una dirección de correo electrónico @gmail.com y las dos primeras letras son \"fi\".\nCustomer: Ok gracias es la misma clienta solo que formateo su teléfono y al instalarle la app no se acordó del correo\nCustomer: Le puse el que tenía en su teléfono pero tuve que darlo de alta de nuevo\nCustomer: Puede alludarme??\nHuman Agent: Es una dirección de correo electrónico diferente. Las cámaras se configuran utilizando una dirección de correo electrónico diferente. ¿Reconoces la dirección de correo electrónico de la cuenta en la que están configuradas las cámaras? ¿Tiene acceso a la dirección de correo electrónico en la que están configuradas las cámaras?\nCustomer: No sé acuerda de ese correo.. \nHuman Agent: Muy bien, si no conoce la dirección de correo electrónico, tenemos un par de opciones. Primero, ¿hay otras cámaras? Si los hay, ¿podría tener los ID de dispositivo de las otras cámaras?\nCustomer: Si se las mando\nCustomer: ZMD19G5IHC01058\nCustomer: ZMD19G5IHC00231\nCustomer: ZMD19G5IHC01073\nCustomer: Son todas\nHuman Agent: Gracias. ¿Tiene la factura o información del pedido de la compra de las cámaras?\nCustomer: Ya me está mandando eso\nHuman Agent: ¿Tienes la factura de la compra de las cámaras? Si es así, puedes enviar una captura de pantalla de la factura.\nCustomer: Fecha de pedido   20 de abril del 2024\n\nNomero de pedido. 111-7097443-6154641\nHuman Agent: ¿Podrías enviarme una captura de pantalla de la factura por favor?\n\nCustomer: Si quiero pero precio no a la camara y no me da opcion\nHuman Agent: Bien, si no puede proporcionar la factura, la otra opción que tendríamos es enviarle una solicitud de desvinculación. Para ello nos comunicaremos con el correo electrónico de la cuenta actual para solicitar permiso para desvincular los dispositivos. Tendrán 30 días para responder. Si responden y aprueban o no responden en 30 días, los dispositivos se desvincularán para que usted pueda configurarlos. Si responden y niegan la solicitud, no podremos continuar. ¿Filomenapreciadomanriquez@gmail.com es un buen correo electrónico para comunicarnos con usted una vez finalizado el proceso?\n\nCustomer: Muchas gracias por enviarme el msj ya encontré el correo\nCustomer: Boy a tratar de dar de alta con el correo original"]
["Customer: The time stamp is wrong\nCustomer: -1\nCustomer: I’ve done all the score and it’s still wrong \nCustomer: -1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Is it off by an exact hour amount or only off by a few minutes?"]
["Customer: Please help remove the device from the old account because I forgot thank you.\nCustomer: ZMD19H2IHA09005\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: This is the device code ZMD19H2IHA09005 \nCustomer: Please help me, I would appreciate it. Thanks.\nCustomer: This is the device ID.ZMD19H2IHA09005\nHuman Agent: Thank you \nHuman Agent: Do you have the receipt for the purchase of the camera?"]
["Customer: A month ago i had yall send a reset email for the device i have i waited a month and it still isint reset\nCustomer: I tryed those things\n\nCustomer: Bought device second hand  it was linked to another account they said they would send a reset email and if no one replyed in a month they would reset it for me it has been a month\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up the unbind request, one moment. \nCustomer: Ok thanks\nHuman Agent: There has not been a response yet, it has also not been the full 30 days, it will be 30 days on the 22nd, because that falls on a weekend the device will be unbound that Monday once live agents are in the office. \nCustomer: Ok thank you\nHuman Agent: No problem, have a good day"]
["Customer: Troubleshooting\nCustomer: Agent\nCustomer: cannot log into my account\nHuman Agent: Are you trying to log in on the mobile app or the web app? What is the email address or phone number that you are trying to log in with?\nCustomer: I have 3 cams that cannot see. I have a old email address that has been deleted. It is rodneyingraham2@gmail.com Would like to go to my new email\nCustomer: my phone # is 2075324875\nCustomer: web app\nHuman Agent: Okay, the cameras are on the email address account. Have you tried logging in with the email address?\nCustomer: what I need is to have my new e-mail address on my cams web acess\nHuman Agent: I understand. The cameras can only be on one account at a time so they need to be removed from the account they are currently on first. The easiest and quickest way to remove them from the account would be if you have access to the account. So have you tried logging in with the email address that the cameras are currently setup on?\nCustomer: It will not let me log in with old e-mail account or my password\nHuman Agent: Okay, so you have tried to log in with the email address and it tells you it is the incorrect password?\n\nAnd you do not have access to the email inbox to receive emails to reset the password?\nCustomer: tried that cannot not log in. \nCustomer: do not have access\nHuman Agent: Without access to the account or to the email address to reset the password, we have two options. First, do you have the invoice or order information from the purchase of the cameras?\nCustomer: can u cancel my subscriptions for my 3 cams. I will buy some cams from another company\nCustomer: I will check for a invoice\nHuman Agent: If you do not have the invoice or order details, then we would have to send an Unbind Request email to the account the cameras are bound to. I can contact the previous account and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you.\nCustomer: cannot find invoice or order info\nHuman Agent: As far as canceling the subscription goes, I can email the billing email on the subscriptions and I would need a reply giving me permission to cancel the subscription. Or I would need to confirm the billing details. I would need the date and amount of the last charge for each subscription and then I would need the last four digits of the card used and the name and billing address on the credit card used.\nCustomer: thank you but I will contact my credit card co & stop payment on my subscriptions today then I can buy from another company\nCustomer: will be unplugging my cams this wk & toss them into the trash. Your co is too hard to deal with. \nHuman Agent: I am sorry, but we would need some process of verification before we can just remove cameras from an account. Otherwise anyone could contact us and request cameras are removed from your or another person's account. So we have a few processes of checking and verifying before we just remove cameras from an account. Since you do not have access to your account or your email address and do not have the order details, the last option is the Unbind Request email.\nCustomer: Wish I could have talked to u live. All needed to do was change e-mail address & password. About 3 yrs ago I had a problem & I talked to a nice lady & we changed my e-mail & password, no problem at all!!\nHuman Agent: We do callback appointments Mon-Fri 9AM-12PM and 1PM-5PM CST. I can schedule a callback appointment for you if you would like. We cannot just change the email address on an account. It would require removing the cameras from the account first.\nCustomer: unbind request e-mail & I will see what happens  \nHuman Agent: Alright, I will send the Unbind Request email to the account the cameras are setup on. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: ripipatti@gmail.com\nHuman Agent: Thank you.\nCustomer: I like your cams real well but just trying to change e-mails is un real. I was getting into my cams last week to check my alerts but the last time I went to your siite it came up about all the plans & payment but when I type in the account it would not let me, so here we are\nHuman Agent: What website are you trying to log in to? Are you going to zmodo.com or user.zmodo.com?\nCustomer: Zmodo web app\nHuman Agent: What URL are you entering when you go to the web app? Are you going to zmodo.com or user.zmodo.com?\nHuman Agent: And are you trying to log in on your phone or tablet? Or are you trying to log in on a computer?\nCustomer: user\nCustomer: on my desktop computer\nCustomer: user.zmodo.com/#/alerts\nHuman Agent: And that just takes you to the login screen?\nCustomer: yes\nHuman Agent: If you are unable to log in at that screen, then we would need to go through the process of unbinding the cameras. Without the invoice or order details from when you purchased the cameras, then the Unbind Request email is what we would have to do. Do you have questions about the Unbind Request process?\nCustomer: no\nHuman Agent: Do you have any other questions or anything else that I can assist you with today?\nCustomer: none\nHuman Agent: Have a good day. And please do not hesitate to contact us if you have any more questions."]
["Customer: How can I add a used camera to my network?\nCustomer: I did but it does not allow me to add it\nCustomer: I tried to add to my network following the same process but it doesn't work\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: ZMD13FP6002309\nCustomer: ZMD13FPE6002309\nHuman Agent: Is this the only camera?"]
["Customer: Set up\nCustomer: How to install hard drive back in properly\nCustomer: Agent\nCustomer: Hard drive is not showing up on NVR\nCustomer: Hello\nCustomer: I’m having a few issues with this camera system\nCustomer: This hard drive is already installed. I called you guys cause you guys guys gonna have me disconnect the hard drive because it wasn’t connecting to the online mobile application on the phone now the hard drive won’t work.\nCustomer: I’ve been a week already with no hard drive, but the hard drive is hooked up. It was working before.\nHuman Agent: Could I have the Device ID of the NVR you are working with? It should start with ZMD or GSG and should be on a white sticker on the NVR.\nCustomer: I also have cameras that are not showing up on the mobile application\nCustomer: D/static_file/c269826762_1_20250224133252.jpg\nCustomer: D/static_file/471b31409a_1_20250224133318.jpg\nCustomer: D/static_file/e6dd1385ca_1_20250224133330.jpg\nHuman Agent: That NVR is setup on a different account. The NVR is on a @aol.com email address and the first two characters are \"ib\".\nCustomer: D/static_file/6ed2ef4142_1_20250224133437.jpg\nCustomer: Iboost2gen@aol.com\nCustomer: D/static_file/d5ab1c9829_1_20250224133534.jpg\nHuman Agent: Yes, that is the account that the NVR is connected to. Are you able to log in to the app using that email address to view the NVR on your mobile app?\nCustomer: D/static_file/30e2a5fa98_1_20250224133615.jpg\nCustomer: This NVR doesn’t want to record to the hard drive\nHuman Agent: It may be an issue with the hard drive. So you can try replacing the hard drive. Do you have the NVR connected to a monitor and a mouse?\nCustomer: D/static_file/af56da41cc_1_20250224133836.jpg\nCustomer: D/static_file/a9848f6433_1_20250224133854.jpg\nCustomer: I can’t format it\nHuman Agent: Yes, that would be because the NVR does not see a hard drive. You can try replacing the hard drive or disconnect and reconnect the hard drive again.\nCustomer: Yes, I’m still here\nCustomer: So I reset it\nEverything and the hard drive seems to come up now. Is it recording?\nHuman Agent: You can test it and see. Your NVR may have an HDD light on it. Also, if it shows connected, then it is likely recording and you can check the Playback menu after about an hour to see if there is any stored footage.\nCustomer: The cameras are not showing up on my News fee my device on the app\nCustomer: D/static_file/1af4256618_1_20250224135231.png\nCustomer: I am looking for channel one and two\nCustomer: D/static_file/63cd60bcb4_1_20250224135256.png\nCustomer: D/static_file/603b41a99c_1_20250224135259.png\nCustomer: It’s not even showing up on the list of cameras under my device\nCustomer: I need to toggle the night vision off of camera too permanently\nHuman Agent: You may have the camera setup on a different account. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/de5230924a_1_20250224135437.png\nCustomer: Should I delete everything?\nCustomer: D/static_file/5b91b97c2e_1_20250224135509.png\nCustomer: D/static_file/5c4591e7ff_1_20250224135536.png\nHuman Agent: No, you said that the camera is not on the account, so you cannot get the Device ID from the account. It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I’ll take a picture of the back of the camera\nCustomer: D/static_file/a98433af71_1_20250224135920.jpeg\nCustomer: This is the camera. I’m having issues with it doesn’t show up and I can’t turn the night vision off. This is camera number two channel 2.\nCustomer: D/static_file/0b0ac913fd_1_20250224140021.jpg\nHuman Agent: You will want to try to add the camera to your account with a LAN Search in your app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: This is camera number one ch1\nHuman Agent: Okay, lets work on one thing at a time. Which camera do you want to start with?\nCustomer: Channel number one and two need to show up on my devices which they don’t\nCustomer: So let’s go and order so channel one\nCustomer: Ch1\nCustomer: Left side \nCustomer: Let’s add that to the nvr now \nHuman Agent: Which Device ID is that?\nCustomer: D/static_file/20e4c23d5f_1_20250224140313.jpeg\nHuman Agent: That camera is setup on the account you are currently contacting us from, Hahshius96@gmail.com\nCustomer: Ok\nHuman Agent: If you want to set it up on another account, then you would need to delete it from the Hahshius96@gmail.com account and then connect it to the other account you want it connected to.\nCustomer: How do I do that?\nCustomer: No, I have two systems one with newer cameras, one with older cameras\nCustomer: It’s not letting me add it\nCustomer: D/static_file/b10e5c6bb8_1_20250224140633.png\nCustomer: D/static_file/0f4984864a_1_20250224140638.png\nCustomer: D/static_file/e54f135e0e_1_20250224140652.png\nHuman Agent: Tap on Settings next to My Devices. Then tap on the camera and tap on the three dots in the top right corner of the app. Then at the bottom tap on \"Delete Device\" or \"Remove Device\".\nHuman Agent: The camera would need to be removed from the account that it is connected to first. The account you sent a screenshot from is different from the account that the camera is setup on.\nCustomer: I don’t know what to do. It’s not working.\nHuman Agent: What app are you contacting Live Chat support from right now?\nHuman Agent: Because you are logged in to the account that the camera is setup on in the app that you are talking to me.\nCustomer: Can you call me so I can log out?\nCustomer: For the Zmodo application. I cannot see the device or anything with this chat screen up.\nHuman Agent: You can tap on Schedule Call to make a callback appointment if you would like.\nHuman Agent: You can also come back to the Live Chat.\nCustomer: I think it’s better if we fix this over the phone cause it’s too complicated being in the chat and trying to check the mobile application at the same time \nHuman Agent: Then I would recommend tapping on Schedule Call in the chat window to make a callback appointment.\nCustomer: Just waiting for the call back\nCustomer: I got hung up on\nCustomer: Can you call me back?"]
["Customer: Reset my router I forgot my account and it doesn’t wanna reset \nCustomer: Can I talk to someone \nCustomer: A real person \nCustomer: Forgot my account and the router doesn’t wanna reset\nHuman Agent: Whenever you reset the rotuer you have to go through the setup to get the cameras back online again\nCustomer: I’m trying to connect the router but it says it registered to another account reset it or contact support \nHuman Agent: can you send me the cameras Model and ID number?\nCustomer: So-nl18\nCustomer: Zp-nl18\nHuman Agent: The ID number should start with ZMD, or 14, or 15.\nCustomer: Zmd13hda1234655\nHuman Agent: It looks like that device is bound to an account under this email dha********@aol.com do you have acess to that emaila t all?\nCustomer: Dhaliwal what? \nCustomer: We have a couple \nHuman Agent: I cant give you the whole email I can only give you dha********@aol.com\nCustomer: What’s the last 3 that’s all I don’t know \nCustomer: It’s my grandpas \nHuman Agent: are you able to log in with that account at all or do you have access to that email at all?\nCustomer: Let me see\nHuman Agent: OKay\nCustomer: No \nCustomer: Is it dhaliwal083 \nCustomer: It keeps saying user doesn’t exist \nHuman Agent: I cant tell you what the email is, I gave you what I could regarding the email.\nCustomer: So there’s no way I can rest the router in front of me I held it for 10 seconds nothing happened\nCustomer: I can’t login and I contacted support\nHuman Agent: If you do not have acesst to the account then to get the devices off the account we would have to go through the unbind process. For that it can be done two ways, either with the invoice from the purchase of the device, or by me sending an unbind request. do you have the invoice?\nCustomer: Our neighbors gave my grandparents these cameras b4 they moved out \nCustomer: They long gone \nHuman Agent: resetting the router wont remove the cameras from the other account, only unbinding will do that. \nCustomer: How do I reset\nCustomer: It’s solid green right now\nHuman Agent: Okay, so it sounds like you don't have the invoice, to remove the cameras from the account I would send an unbind request, once we receive a response of approval or if after 30 days of no response then I would unbind the devices and notify you, is the email sunjeet39@gmail.com the best to keep in touch?\nCustomer: Yes \nCustomer: Thank you \nHuman Agent: Okay, great, I sent the unbind request now, jsut keep an eye on your email for a response from me in the future if the device is able to be unbound or not."]
["Customer: Hello I am trying to access my device from my phone app but it is tell me it’s linked to another account\nCustomer: How to reset device?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Resetting a camera will not unbind it from an account, for that we would have to go through the unbind process. \nHuman Agent: Are you able to give  me all the cameras ID numbers? It will be on the cameras sticker and start with ZMD, with that I can look it up and see what kind of account it is tied to."]
["Customer: Hi,  setting up new phone and my password won't work.  Tried forget password setting but that won't work either. \nHuman Agent: Hello, you've reached customer care, my name is Kylie. When you are logging in on the new phone what emaila re you trying to use for the login?\nCustomer: I was using my cellphone \nHuman Agent: were you trying to login from the app on that cellphone?\nCustomer: Yes. It sends me the verification code but wont reset password \nHuman Agent: Okay, when you get the verification code, are you typing it in and then typing in the new password that is 8 characters long with both numbers and letters before you try to move forward?\nCustomer: Yes,  it just says failure after I input everything \nHuman Agent: Can you take a screenshot of what it looks like or a photo of the page then send that to me where it shows the error?"]
["Customer: Customer service \nCustomer: Customer care agent\nHuman Agent: How can I assist you?\nCustomer: Hi i am trying to connect zmodo to my Echo 8 machine\nHuman Agent: You will need to go in to the Alexa app and go to Skills and Games and then search for the Zmodo app. It will ask you to log in with your Zmodo account to connect it to your Alexa account.\nCustomer: Yes but is not working\nHuman Agent: Okay, can you give me more information about what is not working?\nHuman Agent: Have you connected your Zmodo account to your Alexa account?\nCustomer: Is not showing on echo\nCustomer: R u there?\nHuman Agent: Can you open the Alexa app on your phone or tablet? Do you have the Zmodo account connected to your Alexa account?\nCustomer: Yes i can i open alexa\nCustomer: The zmoodo says is connected on alexa\nCustomer: But it doesnt show on echo\nHuman Agent: Alright, good. Do you see the device listed in your Alexa app?\nCustomer: Yes\nCustomer: But when I try to see the camera on the app is not showing the camera image\nCustomer: Can. U call me?\nHuman Agent: You would not view it on the app. Do you have an Alexa device that shows the video? Like an Echo Show or a Fire TV?\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: What do I do to fix this?\nHuman Agent: Are you receiving my messages?\nCustomer: Yes\nHuman Agent: You would not view the camera on the Alexa app on your phone. Do you have an Alexa device that shows the video? Like an Echo Show or a Fire TV?\nCustomer: Yes \nEcho show\nHuman Agent: Okay, and what happens when you ask the Echo Show to show the camera?\nCustomer: It says “sorry i didnt find group or device named camera”\nHuman Agent: Well, it is not named \"camera\". So you would ask it to show \"Brazilera\" or whatever you named it in your Alexa account if you did name it something different or put it in a group with a different name.\nCustomer: How do i change the name?\nHuman Agent: You can try putting it in to a group on the Alexa app. Or you can try changing the name for the device in your Zmodo app. Tap on Live for the camera, then tap on the Gear icon in the top right corner. Tap on the three dots in the top right corner. Then you can tap on Device Name and change the name of the device.\nCustomer: I changed the name on zmodo app\nCustomer: But is still showing brazilera on alexa\nHuman Agent: You may want to delete the device from your Alexa app. Then go to Skills and Games where the Zmodo app is connected and disconnect it. Then you can reconnect it to your Alexa account and have it search for and add the device again.\nCustomer: It says “live view isnt available now, please try again latter”\nCustomer: And it never works\nHuman Agent: Did you delete the device from your Alexa account, disconnect the Zmodo account, and then reconnect the Zmodo account?\nCustomer: No \nCan u please help me \nHuman Agent: Okay, so you will want to go to the Devices on your Alexa app and delete the camera.\nHuman Agent: Then go to Skills and Games and search for Zmodo and you would disconnect it from your Alexa account. \nHuman Agent: Then you can reconnect it by entering your Zmodo email and password. Then the Alexa app will search for the camera and reconnect it to your Alexa account.\nCustomer: I did and it says alexa couldnt find new device to conect\nHuman Agent: Is the camera still showing on the account?\nCustomer: I think is not working becuase my zmodo email is not thesame as amazon?\nCustomer: Can i change my zmodo email?\nHuman Agent: No, that would not be an issue. Did you delete the device from your Alexa app?\nCustomer: Yes\nCustomer: But when I add again it shows brazilera\nCustomer: Not the new name that I put “camera”\nHuman Agent: Did you deactivate the Zmodo account in your Alexa account and enter your Zmodo email and password to reconnect it?\nCustomer: Yes\nCustomer: D/static_file/3beabdc917_1_20250109173501.jpg\nCustomer: Is doesnt show the camera\nHuman Agent: Okay, you can try deleting it and disconnecting from the Zmodo account. Then you can try searching for meShare in Skills and Games and enter the same account information as you use for the Zmodo account.\nCustomer: Hello\nHuman Agent: Did you receive my previous message after you sent a picture? I will send it again in case it did not go through.\nHuman Agent: Okay, you can try deleting it and disconnecting from the Zmodo account. Then you can try searching for meShare in Skills and Games and enter the same account information as you use for the Zmodo account.\nCustomer: Ok hold on\nCustomer: What brand i select?\nCustomer: Smartz?\nCustomer: I have that app also\nHuman Agent: You can do it through Smartz Eaze or meShare. Both work fine.\nCustomer: It worked \nCustomer: I can leave on the entire time on echo show?\nHuman Agent: I do not know the specifics of the Echo Show settings. It may stop displaying it after a certain amount of time.\nCustomer: Thankyou soo much!\nHuman Agent: You're welcome.\nCustomer: You are the only one that was able to help!\nCustomer: Been trying since yesterday \nHuman Agent: I am glad that it is working now. Do you have any questions?\nCustomer: No thanks \nHuman Agent: Please do not hesitate to contact us if you need assistance or have any questions in the future. Have a good evening."]
["Customer: agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: agent\nHuman Agent: Yes I am an agent, how can I assist you today?\nCustomer: Where is the reset button on my meshare mini?\nHuman Agent: Let me lok up your account to see which model of Mini camera this is, it may not have an external reset button. \nHuman Agent: Looks like with the Model of camera you have there is no external reset button you can press. If the camera is online you can reset them from within the app instead. If a camera is offline and flashing green or flashing blue you can set it back up with the Wi-Fi again. \nCustomer: I need to factory reset several camera that I have.\nHuman Agent: Okay, in the app click live on a camera, click the settings gear, select three three dots in the top right then select the reset option bellow. \nCustomer: The cameras aren't connected\nHuman Agent: on my end it shows all the Mini cameras tied to the account are currently online. Are these other cameras not tied to the account?\nCustomer: yes\nHuman Agent: Okay, if the cameras are offline then you don't have to do a reset you would just go through the setup to connect the device to the network then add it to the account. \nCustomer: some say they are connected to another account and none of them have stickers on them\nHuman Agent: Okay, does it show the camera ID at all? it will be a number that starts with ZMD, with that I can try to look up the devices to see what kind of account they are tied to. \nCustomer: zmd24Ikh9256192\nCustomer: if they don't have stickers how can I get the zmd numbers\nHuman Agent: Looks like this camera is tied to an account that was created with an email, To Unbind the camera we will need to go through the unbind process, I will send an unbind request to the email, if they respond with approval or after 30 days I will be able to unbind the device\nHuman Agent: To get the ZMD numebrs for cameras without stickers you would have to set them up and at the end it will display the ID numbers \nHuman Agent: This camera is the only one tied to the other email account, so if others are on an account it would be a totally different account then this one, I will send the unbind request now. What is the best email to keep in touch with you?\nCustomer: lucille853@gmail.com\nCustomer: I'm gonna check them all, how many requests can I make?\nHuman Agent: I sent the Unbind request for that camera now and attached your contact info for when they reply or after 30 days have passed so keep an eye out for any messages, sometimes they go to spam. \nCustomer: k\nHuman Agent: For the other devices once you have the ID numbers you can contact us so we can look them up, if any others are tied to accounts we will send an unbind request for those as well. \nCustomer: thank you\nHuman Agent: No problem, Have a great day"]
["Customer: How do I reset a camera I bought from a thrift store. I don’t have access to the person who donated it\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you able to send me the cameras Model number and ID number I will need to look it up first. This will be on the cameras sticker and the ID will start with ZMD. \nCustomer: Model :zip-ibh15-w\nId: zmd13irda266363\nCustomer: Zip-ibh15-w is the model number. Sorry\nCustomer: It keeps putting in an “I” in the model number that I’m trying to type\nHuman Agent: This camera is not tied to anyone's account, you can freely add it to your account. \nCustomer: Ok I have a customer that’s trying to do the same with one of the 3 I bought that he resold to me. Should I just give them the same instructions to contact you guys to trouble shoot?\nCustomer: Sorry. I mean that I sold to him. I really can’t type for some reason today lol\nHuman Agent: Yes, if we have the ID numbers we can look them up and make sure they are not tied to an account and we can also see what setup the camera may use to send them the setup instructions as well. So if they contact us and give us that info we can check that for them. \nCustomer: Ok thank you\nHuman Agent: No problem, have a good day."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?\nCustomer: Rest device \nCustomer: Ok\nCustomer: How to rest device \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zk8-bfS23Nm clothing\nCustomer: Zk8-BFS23NM\nHuman Agent: That is the FCC ID, not the Device ID. It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Sorry \nCustomer: Zmd17kvih8000704\nHuman Agent: Can you try sending that again or send a picture of the Device ID? You have an extra letter or number. The Device ID will be 15 characters long.\nHuman Agent: I think I may have found it. If you can still give me the Device ID again, I would appreciate it so I can confirm. But it looks like the camera is on another account. The account is an @gmail.com email address and the first two letters are \"to\". Do you recognize the email address? If you do, then do you have access to that email address?\nCustomer: My dad give it to me my names is Tommy Jr he is Tommy Sr and my niece set it up don’t know if show it up under her gmail account miksheadug@gmail.com\nCustomer: The FCC i.d number \nHuman Agent: I do not need the FCC ID number. The second ID you sent it the Device ID, but you typed it incorrectly. What you sent has too many numbers and letters. Can you send it again?\nCustomer: D/static_file/d6e14b82b9_1_20241108153917.jpeg\nHuman Agent: Thank you. Is that the only camera that you have?\nCustomer: No I have 3 more total of four\nHuman Agent: Can I have the Device IDs for the other cameras?\nCustomer: D/static_file/5e1aec4313_1_20241108154223.jpeg\nHuman Agent: Do you have the other Device IDs?\nCustomer: D/static_file/2141056a4c_1_20241108154651.jpeg\nCustomer: Did you receive the picture \nHuman Agent: Oh, the pictures may just be taking time to get through. I have gotten three of them so far.\nCustomer: My last pic zmd last numbers are 88\nCustomer: You such a big help thank you in advance \nHuman Agent: That is the last one I have gotten. I have received 3 total pictures. You said that you have 4 cameras, correct?\nCustomer: Yes count the first one we was wrong make four \nCustomer: Spell check \nCustomer: Counting the first one we was working on makes 4 \nHuman Agent: The first picture you sent me was for that first camera. So you have sent 3 pictures. I have only gotten 3 Device IDs from you. I would need the last one.\nHuman Agent: ZMD17KVIH800704\nZMD17KRIH800139\nZMD17KVIH800588\nCustomer: D/static_file/c85e18b9c0_1_20241108155252.jpeg\nCustomer: Sorry \nCustomer: Did you receive my photo \nCustomer: Of the last camera \nHuman Agent: Yes, those cameras are setup on another account. The account is an @gmail.com email address and the first two letters are \"to\". Do you recognize the email address? If you do, then do you have access to that email address?\nCustomer: It’s would be m dad’s gmail account \nCustomer: It would be my dads gmail account \nCustomer: They was gave to me from my father \nCustomer: Just would like a master reset on the cameras \nCustomer: So I would be able to use them \nHuman Agent: I understand, that is why I was asking if you had access to the account. The cameras would need to be removed from the account they are setup on first.\nHuman Agent: If you do not have access to the account, then we may need to send an Unbind Request email to the email address on the account. \nHuman Agent: As theses cameras are already bound to another account I can contact the previous owner and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: I don’t have access to the email address on this account \nMy email address is TommyToles1983@hotmail.com\nCustomer: My email address is \n\nTommyToles1983@hotmail.com\nCustomer: Thank you. Grant \nHuman Agent: You're welcome. Do you have any questions about the Unbind Request process?\nCustomer: Yes had does it work \nCustomer: How\nHuman Agent: As theses cameras are already bound to another account I can contact the previous owner and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you.\nCustomer:  My parents are old \nAnd they aren’t computer savvy \nMy  niece setup these cameras \nThey don’t remember any information. \nThank you again Grant \n\n\nCustomer: Thank you’ve been Awesome \nHuman Agent: You're welcome."]
["Customer: Agent\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Hi I am from costa rica\nHuman Agent: Okay\nCustomer: I recently lost my email acount so I have no way to recover\nCustomer: My password\nCustomer: Y tried to do a New acount with my New email\nHuman Agent: Okay, and you dont remember what the login for the app with the email and the app password is at all or are you logged into that account currently?\nCustomer: my Last email was adrian-189@hotmail.com \nCustomer: Thats the one I lost\nCustomer: the password o the camera im pretty sure that was adrian26\nCustomer: But its no workinh\nCustomer: So I create a New account with my New email\nCustomer: But its not letting me link the camera\nCustomer: Because its linked to the old account \nHuman Agent: OKay, I cant login for you from my end or see the current password from my end, if its not letting you login it would be because there is a typo in the password or a missing character.\nCustomer: I think it will be better to link the camera with my New email\nCustomer: But neather way I Just need to use the camera\nHuman Agent: If you still are not able to get account acess the only other way to remove the camera from the account is by going through the Unbind process. For that it can be done with 2 options, Option 1 is you can send me a picture or screenshot of the cameras purchase invoice, I will match it to the cmaera and if it does match then I would unbind the device and you can add it to another account, Option 2 is where I would send an unbind request to the account the camera is currently bound to, then after a response of approval or if after 30 days of no response occures then I would unbind the device and notify you. Do you have the invoice/receipt at all?\nCustomer: No I dont have a receipt\nCustomer: Here in costa rica I bougth it from a sale store\nCustomer: All this time I used with no problem\nHuman Agent: Okay, I will send an unbind request now,  I will send an unbind request to the account the camera is currently bound to, then after a response of approval or if after 30 days of no response occurs then I would unbind the device and notify you, what is the best email to keep in touch and notify you when the time comes?\nCustomer: Till I lost my email\nCustomer: You talk spanish? \nCustomer: adriantrabajo26@gmail.com\nHuman Agent: Sí, podemos comunicarnos en español gracias a la asistencia de Google Translate.\nCustomer: So I have to wait 30days to use my camera? \nHuman Agent: I sent the unbind request now, once I receive a response of approval from that adrian-189@hotmail.com email or after 30 days of no response occur I will notify you by sending you a message to the email adriantrabajo26@gmail.com\nCustomer: You have no way to check if the password ir right? \nCustomer: Because im pretty sure that was the password \nCustomer: adrian26\nHuman Agent: We don't have the ability to check that at all unfortunately, no. If it was the current password to that account it would let you login. \nCustomer: So I have to wait 30days to use my camera? \nHuman Agent: If you cant get into the other email and respond to the request, then yes that's the minimum wait time required before we are able to unbind a device for the unbind request process. \nCustomer: When the 30 days go, you'll unbind de camera by yourself or do I have do do anything? \nHuman Agent: Yes, I would unbind the camera then notify you via email, after that you would be free to add the device to any account you wish.\nCustomer: Well I guest i'll have to wait. Thanks for the help\nHuman Agent: Thank you as well, have a great day."]
["Customer: Set up\nCustomer: Try to talk to somebody \nCustomer: Trying to connect this camarsd\nCustomer: I got this camaras 2 years don't remember the email and password \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera or one that was previously set up in the past? \nCustomer: Past\nHuman Agent: Okay, can you send me the cameras Model and ID number, I will look it up and see what setup it uses. This will be on the cameras sticker and the ID will start with ZMD. \nCustomer: 11jm68002005\nCustomer: Zpibi15w\nHuman Agent: I was able to find this device, it is currently bound to an account with an email I cant give you the whole email but it is  mad************@hotmail.com Do you have access to this email at all?\nCustomer: No\nCustomer: How can talk to somebody and phone"]
["Customer: Set up\nCustomer: Camera blinking green\nCustomer: Customer service\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/8be07f5e24_1_20250210141627.jpg\nCustomer: D/static_file/84f45f4ca8_1_20250210141706.jpg\nCustomer: D/static_file/a9fe9f5b73_1_20250210141735.jpg\nHuman Agent: That camera is setup on another account. Have you setup this camera before? Or did you recently purchase or receive this camera used?\nCustomer: I cannot turn the Wi-Fi on and off on this camera. I cannot even search for this camera in the application. It doesn’t show up or appear.\nCustomer: Yeah\nHuman Agent: That camera does not connect to your Wi-Fi network. That camera connects with an Ethernet cable to your NVR or repeater.\nCustomer: D/static_file/49cac69a70_1_20250210141911.png\nCustomer: It’s on this account.\nCustomer: \nI can turn the infrared light on and off, but the other cameras aren’t showing up\nHuman Agent: Alright, if you have access to that account, then you will want to delete it from that account if you want to connect it to another account.\nCustomer: I cannot find the other cameras on my account\nHuman Agent: Okay, then could I have the Device IDs for the other cameras that you are trying to connect to your account?\nCustomer: Yes they are not showing up\nCustomer: D/static_file/5cd262ebaa_1_20250210142458.jpeg\nCustomer: I cannot turn the infraredoff this camera\nHuman Agent: That is the other camera on the same account as the first camera that you gave a Device ID for.\nCustomer: I also can’t adjust that camera nowhere on the application every time I click on it it changes to a different channel\nHuman Agent: That is probably because the camera is setup on a different account. Do you have access to the account that the camera is setup on?\nHuman Agent: The camera is setup on a @gmail.com email address and the first two characters are \"ha\".\nCustomer: Yes\nCustomer: Yes\nHuman Agent: Then you will want to log in to that account and delete the devices from that account before you can connect them to another account.\nCustomer: Hahshius96@gmail.com\nHuman Agent: That is the account that the two cameras are setup on.\nCustomer: Another thing the time on my NVR cameras is all random not correct it’s like it’s conflicting with each camera\nCustomer: D/static_file/2718e260c7_1_20250210143518.jpeg\nCustomer: This camera also I cannot turn the night vision off\nCustomer: D/static_file/04d5bdd1ee_1_20250210143548.png\nCustomer: D/static_file/c41d1ca1df_1_20250210143603.png\nCustomer: D/static_file/558fdc66f0_1_20250210143701.jpeg\nCustomer: I can’t turn the night vision off this camera\nHuman Agent: If the time is off on some of the cameras, then you can change the NVR time and change it back. You may want to try removing the cameras from the account first, then connect them to the account you want them on, and then change the time zone on the NVR.\nHuman Agent: Okay, lets work on one thing at a time here instead of jumping back and forth between different issues.\nCustomer: I also have the hard drive unplugged I believe because I was told last time I was on the phone with customer agent support\nHuman Agent: Okay, that is fine. As I said, lets work on one thing at a time. What do you want to start with?\nCustomer: I want to start with fixing the time\nCustomer: On all cameras correctly\nHuman Agent: Then you can try changing the time zone on the NVR and if it is on the correct time zone, change it to a different time zone and change it back to resync the time on the cameras.\nCustomer: I did that, but it still goes back to, but it is right now\nHuman Agent: Some of the time on the cameras may be changing because they are connected to a different account. That is why I suggested removing them from the account and connecting them to the account you want them connected to.\nCustomer: Ok\nCustomer: How do I remove or add them?\nHuman Agent: Tap on Settings next to My Devices. Tap on the camera, and then tap on the three dots in the top right corner. Then tap on Delete Device or Remove Device at the bottom of the screen.\nCustomer: OK, I’m gonna try this method. Should I hook the hard drive back up?\nCustomer: Before the hard drive wasn’t hooked up because I wasn’t getting any camera feed\nHuman Agent: Yes, you can try plugging the hard drive back in if you would like to.\nCustomer: So we disconnected it over the phone\nCustomer: Ok\nCustomer: Does the other one have a hard drive?\nCustomer: The Zent cat 5\nHuman Agent: Does the other NVR have a hard drive? I do not know. It may have a hard drive inside of it.\nCustomer: On the other account\nHuman Agent: You can check if you have the NVR connected to a monitor and a mouse to access the settings. You can also open the NVR to check.\nCustomer: I changed the time wise one camera still showing the wrong time\nHuman Agent: You have not removed the cameras from the original account and connected them to your current account yet. As I mentioned, I would recommend doing that as the cameras being on different accounts may cause issues with the NVR and the other account trying to set different times."]
["Customer: Set up\nCustomer: I can't login to new canera\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you are trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Customer service is not answering I have old issues \nHuman Agent: I am customer service and had answered your message asking for the ID of the device. \nCustomer: Can you call me at 513-7719866 l am not good with texting \nHuman Agent: I cannot currently, though we do have callbacks available. Would you like one scheduled for a future date or time? We have callbacks Mon-Fri 9am-12pm and 1pm-5pm CT excluding holidays in 1 hour blocks where an agent would call sometime within that hour and must schedule for future hours. To do so, I would also need to know your email as well. \nCustomer: Yes I have use zmodo but the power supply are not working so I got more camera  but  my phone and email changed I zmodo we not work because It said I have and account all ready so it will not let me change my account new email is Timothy thacker @gmail.com \nCustomer: Are you still there\nHuman Agent: Okay, were you wanting a callback still? If so, what date and time slot? Otherwise if you would like help now in chat, what are the IDs of the cameras you are trying to access? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: I need to talk to someone it to much detail to texts\nHuman Agent: Yes, I have offered a callback, but it would not be available now. Do you want one on a future time or date of the times I provided?\nHuman Agent: We have callbacks Mon-Fri 9am-12pm and 1pm-5pm CT excluding holidays in 1 hour blocks where an agent would call sometime within that hour and callbacks must be scheduled for future hours. \nCustomer: Yes what ever it takes I did not no it would be so much to use zmodo cam to set up \nHuman Agent: Okay, what time slot were you wanting a callback on and on which day?\nCustomer: Today at 12:00 pm I'm in Cincinnati Ohio the time here is 15 tell 1:00 pm\nHuman Agent: It's currently 12:37 in Eastern time. I previously provided our callback hours in Central time due to that being our time zone, in your time zone our callback hours would be 10am-1pm and 2pm-6pm ET. However as I mentioned, we may only schedule for future hours making the earliest time slot 2-3pm eastern time. Do you want that time slot instead?\nCustomer: Id isZp-ibh27-w\nHuman Agent: That seems to be a model. As I mentioned the ID should start with ZMD or GSG and will not have any dashes. \nCustomer: Yes do I call you are you call me\nHuman Agent: We would call you. I'll add your callback to happen between 2 and 3pm ET. \nCustomer: Ok I give you the model I see that number you are asking for  zmd19121h400955\nHuman Agent: Okay, thank you. Is this a first time setup of this camera? \nCustomer: Yes I tried to set it up earlier but I can't get through the problem is the old app that I was using the camera power supplies went out so I didn't know so I bought more camera and now when I'm trying to set it up it's going on the old email I used to have and it won't let me change it to the new email and password\nHuman Agent: Okay, so you're having trouble logging into your old account then? Or are you just wanting to create a new account for these new cameras?\nCustomer: Yes I will call back about 3:00 between 2:00 and 3:00 to really speak to someone because I'm having it's going to have to be some type of communication other than texting cuz I really can't tell you what's going on with this I know I bought eight more cameras of the eight that I already had so please have someone to help me if you can\nCustomer: Yes I want to use a new login account and I want to change my email and my password because the other phone I do not have the other phone and I do not have the other email address that I use all the password so if you can help me on that and I don't know if you have that information but I want to change the password to Timothy thacker66@gmail.com\nCustomer: That was Timothy thacker 66@gmail.com\nHuman Agent: As I mentioned I have already scheduled a callback between 2 and 3pm your time so an agent, likely me, will call you at some point during that hour. \n\nFor changing passwords, if you have access to the email you can do that, but if you'd prefer we can just wait until the callback to discuss that further. \nCustomer: Thank you I will call wait for the call at 2:00 if you two and three thank you for the information goodbye\nCustomer: Just in case my phone number is area code 513-972\nCustomer: Sorry that's 1513-972-06 10 thank you very much goodbye\nHuman Agent: The number you gave me was 5137719866. Is that not correct?\nCustomer: That's correct the other number is my cell phone number the number I gave you was my home number but I'll be at the house so you can use either number that you want to contact me with I'm using this camera as the phone that's where the cameras will be on my phone so but I will be at home at 2:00 if you call that number so I can be able to use my phone cell phone to set up the cameras thank you so much\nHuman Agent: Okay. No problem. \nHuman Agent: Have a good day for now and we'll speak with you further then."]
["Customer: Set up\nCustomer: Hi\nCustomer: I am trying to activate two cameras that were on my previous account. How can I do that?\nCustomer: Yes agent please\nCustomer: D/static_file/8bb43eb884_1_20250121151256.jpg\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I see the photo you sent of one cameras ID number but above earlier with Mira you mentioned there were two cameras, can you also send the second cameras ID number so I can look it up as well?\nCustomer: D/static_file/620f2ff690_1_20250121151834.jpeg\nCustomer: Yes here is the second one\nCustomer: The account was under diggs88@hotmail.com\nCustomer: I updated the app a few weeks ago and it deleted the cameras. I bought a new one but still want to use these two\nHuman Agent: Okay one moment while I lookup the second camera, the first camera ais not tied to the account you just sent, it was tied to an account that was created with a phone number.\nCustomer: 9375326106\nHuman Agent: Both so these cameras are tied to the same account, 9375326106 is the phone number the account was created with, are you not able to login to that account with the phone number at all or try resetting the password?"]
["Customer: Hola no puedo eliminar los dispositivos de mi cuenta \nCustomer: No me permite eliminar dispositivos \nCustomer: Contactar a soporte técnico \nCustomer: Agente \nCustomer: Buenas quiero eliminar los 2 dispositivos que en este momento están asociados a mi cuenta pero la aplicación no me lo permite y se cierra \nHuman Agent: ¿Quiere eliminar las dos cámaras que están actualmente conectadas a su cuenta?\nCustomer: Correcto \nCustomer: ??? \nHuman Agent: He eliminado las cámaras de tu cuenta.\nCustomer: Excelente gracias x la ayuda \nCustomer: Ya las puedo volver a enlazar\nCustomer: ? \nHuman Agent: Puede configurarlos en una cuenta diferente si lo desea. Si solo estás intentando conectarlos a una nueva red Wi-Fi, pero en la misma cuenta, no es necesario que los elimines primero de tu cuenta."]
["Customer: Agent\nHuman Agent: How can I assist you?\nCustomer: I need to find out what email my cameras are linked too? \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Don’t you have my chat history\nHuman Agent: There is no chat history on this account.\nHuman Agent: We have not received any contacts from this account before.\nCustomer: Hellrt \nHuman Agent: Hello, are you receiving my messages? I asked for the Device ID of the camera. Then I told you that there is no chat history of this account and there have not been any contacts with us from this account. Could I have the Device ID of the camera that you are looking for the account information on?\nCustomer: ZMD161G17515880\nHuman Agent: That camera is on a @gmail.com email address and the first two characters of the email address are \"be\".\nCustomer: Hello"]
["Customer: I have 4 cameras. They used to be in my exs \"account\". I need to get them linked to my account \nCustomer: He doesn't even know that account info so what now\nCustomer: I need to remove my cameras from a different account which I have no access to\nCustomer: How to contact them \nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What are the IDs of the cameras you're trying to access? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: D/static_file/bece631e40_1_20250130160010.jpg\nCustomer: D/static_file/5ac9475d5f_1_20250130160015.jpg\nCustomer: D/static_file/4eb695a209_1_20250130160021.jpg\nCustomer: D/static_file/2d9ed38060_1_20250130160026.jpg\nCustomer: 4 in total\nHuman Agent: Thanks, one moment as I look them up. \nHuman Agent: ZMD17AMI7800179, ZMD17A7I7800034 These two cameras are not currently bound and may freely be set up. You can add them by connecting your phone to the same wifi network, hitting the plus in the top right of the app's home page, then tapping \"Tap here to add it\" at the bottom of that page. \n\nZMD17A7I7800176, ZMD17AMI7800244 These two are bound to an email based account starting with oc which is at gmail.com. If you do not have access to that email, let me know and I will reach out to the current account holder for permission to unbind them. \nCustomer: I have access, \nHuman Agent: Okay, would you like to log into that account to then remove them then or would you like me to email that email address so that you can just reply to the email to have them unbound?\nCustomer: Well, I have access to the person \nCustomer: You to email \nHuman Agent: Okay, it has been sent to the email and I am awaiting the reply. If they do not reply within 30 days or reply and approve the request, the cameras will be unbound. If they reply and deny the request, I would not be able to proceed. In case they do not reply before the chat ends, is thayerjennie1@gmail.com good to reach you on once the process has finished?\nCustomer: Yes it is\nHuman Agent: Okay, for the other two that were unbound, were you able to try the way of adding them that I mentioned?\nCustomer: Please tell me again\nHuman Agent: ZMD17AMI7800179, ZMD17A7I7800034 These two cameras are not currently bound and may freely be set up. You can add them by connecting your phone to the same wifi network, hitting the plus in the top right of the app's home page, then tapping \"Tap here to add it\" at the bottom of that page. \nCustomer: How do I do that while in this chat?\nHuman Agent: You can back out of the chat. The chat will remain active for 7 minutes from the time of the last message so as long as you return within that timeframe, it will still be active when you return. \nCustomer: I can not do it\nCustomer: It is very frustrating at this point\nHuman Agent: Okay, I can add them for you instead, but they'll have our time zone (central) and default names until adjusted. One moment and I'll add them and tell you how to adjust those settings. \nCustomer: They are all blue, I don't know to click the freaking zink or qr or whatever ekse\nCustomer: Thank you\nCustomer: Sorry, \nHuman Agent: You would not hit zink or QR. The instructions I gave were to hit the \"tap here to add it\" at the bottom of that page. One moment. \nCustomer: Also the person. Said he received the email but it isn't just a reply and then u do it\nHuman Agent: Yes, the email is a request for permission to unbind. So as long as they reply approving, I can proceed. \nCustomer: D/static_file/a732099d30_1_20250130162110.jpg\nCustomer: This is what he got\nHuman Agent: Yes, as it notes, \"If you wish for us to remove it for you, you may simply let us know that you approve of the unbind\". \nCustomer: He is an abusive asshole so the least amount of speaking to him as possible.\nOk, wo he needed to read more. Thank u\nHuman Agent: The first two cameras were added. To adjust time zones and names, you may go to your home page of your app, pull down to refresh if you do not yet see the cameras, then for the camera you wish to adjust you may hit live, then the settings gear in the top right, then the ... in the top right, then there is a time zone option and a name option where you can make the adjustments. You can then repeat for the other. I'll check for a reply now in case he has replied. \nHuman Agent: I've added the last two as they had replied and approved. To see them, you may need to pull down on the home page to refresh again. Then you may follow the same procedure listed in my previous message to rename them and set the time. \nCustomer: Thank you so very much\nHuman Agent: No problem, is there anything else I may assist with for now?\nCustomer: No you solved many issues \nCustomer: I appreciate that\nHuman Agent: No problem, have a good evening!"]
["Customer: I cannot connect my cameras to the new account bc it says their already on the old account\nCustomer: Can you connect me to customer support\nCustomer: My old account and my new account is using the same email address.  I do not know my old password and when I changed it on this black box it says I have the wrong password\nCustomer: But the password works on the computer and phone\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you trying to log into an NVR? If so, it does not use Zmodo account information and would use whatever details were set on the system, with the default password being 111111.\nCustomer: Ok how do I delete the cameras off there so I can add to my new account\nHuman Agent: App accounts are not the same as log ins for the NVR so they would not be bound there. If you have a second app account, it cannot be under the same email. What is the ID of the system you're wanting to delete so I may check the current account? It should be on a sticker on the bottom of the device and likely will start with 14, 15, or ZMD. \nCustomer: 14UJ33kl518608z\nCustomer: On the camera one of them says yw014070008_2\nHuman Agent: 14UJ33KL518608Z is an NVR that is no longer supported. While you could move it to another account, it would not be able to function properly in app, likely would not load live, and we would not be able to troubleshoot the device since it is not supported. If you would like to move it still though, it's currently on an email based account where the email starts with an and is at yahoo.com, is that familiar to you? \nCustomer: Yes \nCustomer: That is the same email I used to create a new account\nCustomer: So what I need to buy a new black box?\nCustomer: I dont know what NVR means?\nCustomer: Oh no, that is antoine robinson email\nCustomer: That is an ex\nCustomer: My email is keishab_48212@yahoo.com\nHuman Agent: No, your current account is under keishab_48212@yahoo.com. If you have access to the other account, you would want to log into that account to access it or delete it from that account, though it unfortunately would not be supported in either case. \n\nWe have not produced NVRs since 2018. You may use this one locally, but the NVR you have is not supported by the app. \n\nNVR stands for Network Video Recorder and is what the box is called. \nHuman Agent: Okay, if you do not have access, I could email them to ask permission to unbind if you would like, though it would not be supported in the app. Would you like to do an unbind request then? They would have 30 days to reply. If they reply and approve or do not reply in 30 days, it would be unbound. If they reply and deny the request, we would not be able to proceed. \nCustomer: What should I do buy new cameras and they come with a new black box?  Like I need assistance in fixing my security issue as i do not know what to do?\nCustomer: Yes please unbind the cameras\nCustomer: And what cameras can I purchase to fix the same wires installed with these cameras?\nCustomer: \"fit\" these wires \nCustomer: They are hard wired into house and they run to this black box\nHuman Agent: This would only unbind the NVR. If these are the original cameras, they cannot bind to accounts. I will send the request then as you wanted. \n\nWe have not produced NVRs since 2018 and our current cameras are not compatible with NVRs. While you could potentially find a used NVR online that could work with the app and the cameras, it is not something we have sold ourselves for quite some time. If you find a listing you're curious about though, feel free to let us know and we can help check it. It would need to be a sPoE NVR with powered ports for the cameras. \nHuman Agent: Our current cameras are also wifi cameras that plug into normal power outlets so they would not be compatible with your current cables. The only other cameras compatible with your current cables would be other sPoE cameras of the same generation as your current ones, but again we have not produced those since prior to 2018 so it would not be something we ourselves carry. \nCustomer: So I need to contact an electrician?  Im not following what type of power source is needed?\nCustomer: Do the cameras come with wires to connect to a power source?\nCustomer: Or if I bought the wireless cameras I would still need to find wires and an electrician to run them to power?\nHuman Agent: For current wifi cameras you would just have cameras that plug into normal wall outlets like most other devices that use electricity. They come with their own power cables. \nCustomer: Ok thank you I will research your new selections\nHuman Agent: Okay, feel free to let me know if you have any questions."]
["Customer: Set up\nCustomer: It won't set up\n\nCustomer: I am connected to WiFi \nHuman Agent: Hi my name is Wendy\nCustomer: Hi\nHuman Agent: The camera you are wanting to setup is it new? or has it been setup before?\nCustomer: It's been set up before but already showing up on mine\nHuman Agent: Please provide the device ID on your camera. Check the sticker on the device, which might start with ZMD or GSG.  \n\nCustomer: ZMD19I2IH40003634\nHuman Agent: ZMD19I2IH40003634 isn't pulling up any info there may be a typo\nHuman Agent: could you please type out the ID again or attach a clear picture of the ID?\nCustomer: ZMD19I2iH403634\nHuman Agent: ZMD19I2IH403634 is online.  its connected to a different email  mi----@yahoo.com\nHuman Agent: Do you have access to this other email account?\nCustomer: No. Is there a way you can delete it\nHuman Agent: Please attach your receipt here for the camera and I should be able to unbind it for you.\nHuman Agent: you would want to keep the camera unplugged until it can be unbound.\nCustomer: How do I attach receipt \nHuman Agent: tap on the camera icon to attach the photo\nCustomer: It's not opening when I click it\nHuman Agent: you can email me the receipt: support@zmodo.com\nCustomer: I will email you receipt right now\nHuman Agent: ok thanks\nCustomer: I sent receipt \nHuman Agent: I see the message.  One moment\nHuman Agent: Is this the first time you are trying to setup the camera?\nCustomer: Yes \nHuman Agent: please wait a few minutes.\nCustomer: Ok. It's currently unplugged. Want me to plug back in?\nHuman Agent: you can keep it unplugged for now.\nHuman Agent: I'm here - it should be just another few moments\nCustomer: Okay\nHuman Agent: ZMD19I2IH403634 has been unbound.  Are you wanting the camera connected to kbriggs7788@gmail.com?\nCustomer: Yes\nHuman Agent: one moment\nHuman Agent: ZMD19I2IH403634 is now connected to this account.  You can plug the camera in now.  If the indicator light switches to solid blue you should be able to view the live feed on your app account.\nCustomer: I have a second one that may need to be unbound\nCustomer: I have a second one that may need to be unbound\nHuman Agent: What is the device ID on the other camera?\nCustomer: ZMD19I2IH403667\nHuman Agent: ZMD19I2IH403667 has been bound to your account.\nCustomer: Why is it not showing up on devices then\nHuman Agent: Refresh the app or log out and back in again you should see both cameras connected to account kbriggs7788@gmail.com"]
["Customer: Says my device is connected to other account\nCustomer: I don’t have access to other account I bought from someone else\nCustomer: Talk to agent\nCustomer: Okay \nCustomer: Hello? \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device to see whta kind of account its tied to, can you send me all the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid. \nCustomer: Yes it’s GSG5001C0106000\nHuman Agent: Okay, this camer ais tied to an account that was started with an email, to remove it from the account we would have to do the Unbind process, this can be started/done two different ways, First way is you would send me the origional purchase invoice if the previous seller gave that to you, if you do not have that then the second option for the unbind process is where I would send an unbind request.\nHuman Agent: Do you have that original invoice/receipt at all?\nCustomer: I do not I bought it from someone off Facebook \nHuman Agent: Okay, thats no problem, I will send an unbind request, Once we receive a response of approval or if after 30 days of no response I will unbind the device and notify you, Is the email  alabamagirl1420@gmail.com the best to notify you?\nCustomer: Yes \nHuman Agent: Okay, I sent the unbind request now, Are there any other questions before we go?\nCustomer: No thank you \nHuman Agent: Okay, thank you as well, have a great day."]
["Customer: Troubleshooting\nCustomer: It says my old password is not correct I'm trying to change it it won't let me it's always been the same password\nCustomer: Well then reach out to customer support for me\nHuman Agent: If you are not able to reset the password in the app, then you can reset the password on the login screen. You can reset the password through the web app here https://user.zmodo.com/changepwd or you can log out and tap on Forgot Password on the app screen. You will enter the email address for your account and then enter the verification code that will be emailed to you and the new password to reset the password."]
["Customer: I need to reset my camera on a new account \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Agent\nHuman Agent: How can I assist you?\nCustomer: Hi I need help transferring my cameras from a different account to my account. The request to transfer should have gone through on 10/30\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/445f334898_1_20241106095449.png\nHuman Agent: It looks like the cameras were unbound and an email was sent to notify you. Are you there with the cameras at this time?\nCustomer: Did you get the picture?\nHuman Agent: Yes, I replied after you sent the picture letting you know that the cameras were unbound and an email was sent to notify you. Are you there with the cameras at this time?\nCustomer: No\nCustomer: Sorry I didn’t get the email or your teply\nCustomer: Do I have to be with the cameras to connect them?\nHuman Agent: Yes, you would need to be with the cameras to set them up on your account and Wi-Fi network.\nCustomer: Ok I will do that when I get home. What method should I use with these cameras?\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Yes\nCustomer: What is the best method to connect the comeras\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Thank you\nHuman Agent: You're welcome."]
["Customer: How do I deactivate old account\nCustomer: -1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you wanting to delete the account, or only delete the cameras from the account?"]
["Customer: My camera says it is linked in another email\nCustomer: I need a representative\nHuman Agent: Hello, you've reached customer care, my name is Kylie. are you able to send me the cameras model and ID number? the ID numebr will start with ZMD, 14, or 15. this will be on the camera on a sticker"]
["Customer: Will the old app still work \nHuman Agent: Hello, you've reached customer care, my name is Kylie. What app do you mean?\nCustomer: Will the old Zmodo app still work \nHuman Agent: You can use the Zmodo app with our newer cameras if that's what your asking yes."]
["Customer: Necesito cambiar contraseña \nCustomer: Ingreso la contraseña actual y la nueva y no me lo admite\nHuman Agent: Hola, has contactado con atención al cliente. Mi nombre es Grant. ¿Estás intentando conectar las cámaras con una nueva contraseña de Wi-Fi? ¿O estás intentando cambiar la contraseña de tu cuenta Zmodo?\nCustomer: Cambiar la contraseña de la cuenta\nHuman Agent: Muy bien, si ingresar la contraseña actual en la aplicación no funciona, es posible que esa no sea la contraseña correcta. Puede cerrar sesión en la aplicación móvil y tocar \"Olvidé mi contraseña\" para restablecer la contraseña. También puedes hacerlo a través de la aplicación web aquí https://user.zmodo.com/changepwd"]
["Customer: Troubleshooting\nCustomer: My 2 cameras are already linked to an account but I moved and have not used my cameras in 2 years. I do not remember passwords or account cameras are under \nCustomer: Is this customer support?\nCustomer: Then can you help me?\nCustomer: I told you\nCustomer: In my first message \nCustomer: I have 2 cameras that are linked to my old account. I do not remember the account or password \nCustomer: They are not recent purchases\nHuman Agent: Hi my name is Wendy.\n\nPlease provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: Ty\nZMD13BDD9001680\nZMD13BGD9000110\nHuman Agent: Both cameras are connected to nl----@ail.com\nHuman Agent: if you have access to this email please login to the Zmodo app with this other email to see both cameras.\nCustomer: Ok\nWhat is the password\nHuman Agent: We don't have access to customer passwords.  If you forgot it you can reset it on the app login screen by tapping on \"forgot password\"\nCustomer: I’m\nOn the app right now with you\nHuman Agent: ok\nHuman Agent: you would need to back out of chat, then on the login screen tap on \"forgot password\" to reset the password for your other account.\nCustomer: It allows me to do everything but go past the QR code. Camera light goes from green to blue but then doesn’t move on\nHuman Agent: okay are you logged in to the correct account now? you see the 2 cameras on the app?\nCustomer: It says 0 devices \nHuman Agent: You are logged into the app with email nl----@ail.com?\nCustomer: Yes\nCustomer: In order to reset password they ask for the current password. I don’t know it\nHuman Agent: are you logged into the app right now with nlbsunshinegirl@aol.com?\nHuman Agent: if so you would want to log out then on the login screen tap on forgot password\nHuman Agent: Enter email nl----@ail.com then you will get a reset verification code to  nl----@ail.com\nHuman Agent: to reset the password\nCustomer: Done all that\nHuman Agent: what email are you entering to reset the password\nCustomer: It won’t go past blue light after qr code\nHuman Agent: what email are you entering to reset the password\nCustomer: The nlb……@aol.com\nHuman Agent: that is not the email that the cameras are connected to. \nHuman Agent: Could you please attach copies of your receipts for the 2 cameras? I should be able to unbind them with the original purchase receipts"]
["Customer: I bought a camera but it says it still attached to another account. \nCustomer: Yeah it's still attached to the previous owner and I have no way to get a hold of them\nCustomer: I thought I was talking to support\nCustomer: Thank you Grant\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: The camera I bought is still attached to another account\nHuman Agent: Yes, I understand. That is why I need the Device ID from the camera. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD13DLDA000454\nHuman Agent: Do you have the invoice or order information from the purchase of the camera?\nCustomer: No it's was on Offer up \nHuman Agent: As this camera is already bound to another account I can contact the previous account and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: I think I can find the invoice through Offer Up\nCustomer: I think I have a bill of sale for it\nHuman Agent: Okay, you can send a screenshot of what information you have and I can take a look at it and see if it is sufficient."]
["Customer: how do i download the zmobo app for my laptop\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We dont have an app for computers, we have a website. You would go to User.zmodo.com then login to your account to view the cameras from a computer."]
["Customer: Troubleshooting\nCustomer: How do I reset my account \nCustomer: Troubleshooting\nCustomer: Bound to another account I purchased a new phone how do I install it on a new account \nCustomer: I don't have that device I need to install on new device\nCustomer: How do I uninstall and reinstall \nCustomer: How do I remove zmodo from my account \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device(s) that are bound to another account, can you send me all the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid. I will need Both the ID and the model for each device if there are multiple\nCustomer: D/static_file/140bd5d635_1_20250213133818.jpg\nHuman Agent: Is this the only device or are there multiple?\nCustomer: Multiple\nHuman Agent: Okay, as stated before I will need Both the ID and the model for each device if there are multiple in order to assist you properly."]
["Customer: Says my camera is blind to another account\nCustomer: Says my camera is blind to another account\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Contact support \nCustomer: Contact support \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you send me the cameras Model and ID number? this will be on the cameras sticker and start with ZMD, with that I will look up the device. \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you send me the cameras Model and ID number? this will be on the cameras sticker and start with ZMD, with that I will look up the device. \nCustomer: D/static_file/dc5d2ef6e7_1_20241213172114.jpg\nCustomer: D/static_file/dc5d2ef6e7_1_20241213172114.jpg\nHuman Agent: One moment while I look up this device.\nHuman Agent: One moment while I look up this device.\nHuman Agent: It looks like this camera is currently tied to another account that was created with an email. I cant give you the whole email but it is Tfg**@nctc.com Do you recognize that email at all?\nHuman Agent: It looks like this camera is currently tied to another account that was created with an email. I cant give you the whole email but it is Tfg**@nctc.com Do you recognize that email at all?\nCustomer: No I bought this camera on Facebook marketplace\nCustomer: No I bought this camera on Facebook marketplace\nHuman Agent: Okay, To remove it from the account we would have to go through the unbind process, for that it can be started in two ways, either with the original purchase invoice, or by me sending an unbind request to the email the camera is currently bound to.  Do you have the original invoice at all? \nHuman Agent: Okay, To remove it from the account we would have to go through the unbind process, for that it can be started in two ways, either with the original purchase invoice, or by me sending an unbind request to the email the camera is currently bound to.  Do you have the original invoice at all?"]
["Customer: Hello I have 2 zmodo indoor outdoor security cameras and my old phone broke and I can't access my account, can you please help me with this problem.\nCustomer: I can't access my old account because I forgot the password but the ID is zmd19g4ih411654\nCustomer: 1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. As I mentioned in our last chat, I have sent an unbind request to request permission to unbind the devices from the other account. They will have 30 days to reply. If they reply and approve or do not reply in the 30 days, the devices will be unbound for you to then add to another account. If they reply and deny the request, we would not be able to proceed. In either case I will follow up with you via your burnsphyre6@gmail.com email once the process has finished. Based on your description, it sounds like we will likely need to wait the 30 days unless you happen to regain access to that email. \nCustomer: Damn a whole month\nHuman Agent: Yes, since you do not have access to the old account, the email, there is no secondary contact email for the old account, and you do not have the invoice this would be our only way to unbind the devices."]
["Customer: Logging out of another phone through the app \nCustomer: I changed my password and it didn’t give me the option I don’t have access of the other phone. \nCustomer: -1\nCustomer: I have changed the password\nHuman Agent: Hello, you've reached customer care, my name is Kylie. only way to kick someone out from an account is to change the password for the account, sometimes you may have to change it more then once for all users to be logged out. If you still have trouble the next thing you can do is Delete the devices from the account and create a new account under another email then add the devices to that new account again."]
["Customer: how can i playback and download flashbacks on my computer\nHuman Agent: Hi my name is Wendy.  Flashbacks are only available on the phone app.  You cannot download them from the web app.\nCustomer: ok thanks"]
["Customer: Necesito liberar mi camara \nCustomer: Necesito desvincularla a otra cuenta y vincular la a la mía así que necesito liberarla \nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Necesito soporte \nCustomer: Cuando conecto mi camara a la red no me aparece en mis camaras y cuando intento vincular la con el método de que la camara ya está en el led azul me dice que la camara está vinculada a otra cuenta \nCustomer: Necesito soporte \nCustomer: Cuando conecto mi camara a la red no me aparece en mis camaras y cuando intento vincular la con el método de que la camara ya está en el led azul me dice que la camara está vinculada a otra cuenta\nCustomer: Ya hice todo eso no funcionó necesito a una persona de soporte \nCustomer: En español porfavor\nCustomer: Hola?\nCustomer: Hola \nHuman Agent: \nHola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?\nHuman Agent: Necesitaré buscar el dispositivo. ¿Pueden enviarme todos los números de identificación y modelos de las cámaras? La identificación comenzará con ZMD o GSG, no con fccid.\nCustomer: Hola mira es que tengo varias cámaras con diferentes modelos y las intento conectar a mi cuenta pero no me aparecen hago el proceso de de escanear el código QR pero cuando el led se pone azul no aparecen en mi cuenta y cuando intento agregarlas por el método de que el led está en azul me dice que están vinculadas a otra cuenta \nCustomer: ZMD13IDE2234420\nMODELO ZHIXY1D\nHuman Agent: \nBusqué la cámara con éxito, parece que no está vinculada a ninguna cuenta en este momento. ¿Puedes intentar una vez más en la aplicación para agregar el dispositivo y avisarme si aparece el mensaje indicando que está vinculada a otra cuenta nuevamente?\nCustomer: Hola me puedes repetir el mensaje en español \nHuman Agent: Es posible que el mensaje haya aparecido por error o que, si estaba vinculado a una cuenta, se haya eliminado; actualmente no está vinculado a ninguna cuenta y se puede agregar libremente a una cuenta desde la aplicación. Ya está en línea.\nCustomer: Yap \nHuman Agent: Intenta agregar el dispositivo nuevamente y avísame si todavía no te deja agregarlo o no.\nCustomer: Ahora necesito reiniciar una camara que me aparece el led en verde pero no me escanea el código QR \nCustomer: Ya me dejó agregar la anterior camara ahora necesito que me ayudes a solucionar el problema con la camara que no me lee el código QR \nHuman Agent: \nLa cámara ya está en línea, a veces la luz azul puede verse verde.\nCustomer: El modelo es ZP ibh 23w \nId es ZMD 16GNI7203352\nHuman Agent: Esta cámara está en línea, está conectada a itnernet, no puedo ver el video, pero las cámaras que están en línea o fuera de línea nos lo dicen. Esta cámara está configurada y en línea, pero no está vinculada a esta cuenta y sería necesario agregarla. Me gustaría que intentara hacer clic en Más y luego seleccione la opción en la parte inferior para agregar un dispositivo azul fijo. Si no ve el número de identificación del dispositivo para agregarlo, hágamelo saber y puedo intentarlo.\nHuman Agent: \n¿Pudiste agregar la cámara? ¿ZMD13IDE2234420?\nCustomer: Si pude agrgar la camaraZMD13IDE2234420\nCustomer: Ahora necesito ayuda con la camara El modelo es ZP ibh 23w \nId es ZMD 16GNI7203352\nCustomer: Está camara me aparece en el led verde pero no me lee el código QR \nCustomer: Pasa el tiempo pero no reconoce el código QR \nHuman Agent: Parece que la cámara está desconectada actualmente. Si las luces de las cámaras permanecen en verde fijo, sin parpadear en azul o verde, eso indicaría que hay un problema de energía. ¿Podrías intentar cambiar los cables de esta cámara por otra que funcione para ver cómo reaccionan las luces?\nHuman Agent: Es normal que las cámaras se pongan de color verde fijo al principio, pero después de 30 segundos a un minuto debería parpadear en verde o azul. Una vez que cambies el cable con la otra cámara podrás ver si todavía reacciona igual o si eso te permite configurarlo correctamente.\nCustomer: La camara está parpadeando verde \nHuman Agent: Bien, perfecto, intente la configuración QR nuevamente, si falla, tome una captura de pantalla del código QR, envíemelo para revisarlo y avíseme si las luces alguna vez parpadean en azul o se quedan fijas mientras sostiene el código frente a esta cámara.\nCustomer: La camara no leyó el código QR \nCustomer: D/static_file/cb6ffb435b_1_20250128100315.png\nCustomer: Este es el código qr \nHuman Agent: Necesitaré saber más detalles. ¿Probaste ahora la configuración y observaste las luces para ver cómo reaccionaban al código? ¿Solo parpadearon en verde o alguna vez se quedaron fijos en algún momento o parpadearon en azul en algún momento?\nCustomer: Siguieron parpadeando verde \nCustomer: Disculpa está camara que voltaje necesita?\nHuman Agent: \nIntente realizar la configuración de Zink en lugar del QR para esta cámara. Un momento mientras te doy las instrucciones para esa configuración.\nHuman Agent: Configuración de zinc\n\n1.Verifique la compatibilidad de la red:\n\nAsegúrese de que la red Wi-Fi a la que desea conectar la cámara esté funcionando en la frecuencia de 2,4 GHz.\n\n\n\n2.Acceda a la configuración de Zink:\n\nAbra la aplicación y vaya a la página de inicio. Toque el signo más ubicado en la esquina superior derecha, luego seleccione la opción Zink.\n\n\n\n3.Iniciar la instalación:\n\nIngrese la cantidad de dispositivos que está intentando configurar, toque la marca de verificación o Siguiente.\n\n\n\n4.Conexión al ZMD_SAP\n\nToque \"Toque aquí para comenzar la configuración\" y siga las instrucciones en pantalla. Es posible que el teléfono le advierta que esta red no tiene Internet.\n\n\n\n5.Ingreso de contraseña de Wi-Fi:\n\nLa aplicación le pedirá que seleccione o ingrese su nombre de Wi-Fi (SSID) e ingrese la contraseña de Wi-Fi. Recuerde que el Wi-Fi y la contraseña distinguen entre mayúsculas y minúsculas.\n\n\n\n6.Nombre del dispositivo (solo configuración por primera vez):\n\nSi esta es la configuración inicial, la aplicación le pedirá que le dé un nombre al dispositivo para identificarlo fácilmente.\nHuman Agent: Para esta cámara, si está utilizando el cable que viene con la cámara, tiene 5 pies de largo y el adaptador de pared adjunto es un adaptador de pared de 5 V 1 A. ¿Está utilizando el cable original o cambió el cable por otro más largo o está utilizando un cable de extensión con la cámara en este momento?\nCustomer: La camara no está apareciendo en zlink no me aparece ninguna red con ese nombre\nHuman Agent: \nEso no es bueno, esta cámara usa código QR y Zink, si no ve la red ZMD_SAP, eso puede indicar un problema con la cámara o el cable. Aunque parpadee en verde, esto puede suceder cuando el problema es el cable. ¿Terminaste cambiando el cable de esta cámara por la otra cámara que funciona como mencioné antes o no?\nCustomer: Si lo hice \nHuman Agent: Bien, si después de cambiar el cable, intentó configurar el código QR y el caemra no reaccionó (no parpadeó en azul) y también intentó buscar la red ZMD_SAP y no vio la red, eso significaría que hay una Problema con la cámara en sí, desafortunadamente no reacciona a ninguna de las configuraciones, lo que significa que no podemos conectarla.\nCustomer: Vale si al parecer es un problema con la camara \nCustomer: Tengo otra camara que está en led azul y necesito reiniciar la para conectarla a mi cuenta \nHuman Agent: Bien, ¿puedes pasarme el modelo y el número de identificación de esa cámara que también es azul fijo para que pueda buscar?\nCustomer: ZP ibh 23w\nCustomer: ZMD 16I2I7201783\nHuman Agent: Okay, One moment. \nCustomer:  En español porfavor \nCustomer: aún estoy aquí \nHuman Agent: \nBusqué esa caemra, esa es la cámara para la que enviaste la identificación antes, ahora está vinculada a una cuenta, antes no estaba vinculada a ninguna cuenta, pero ahora lo está. ¿Puedes ver esta cámara en vivo? está vinculado a otra cuenta distinta a aquella desde la que estás contactando\nCustomer: Si pero necesito reiniciarla por qué la camara está en el led azul pero no está en mi cuenta y necesito vincular la a la mía \nHuman Agent: \nBien, esta cámara al comienzo de nuestro chat no estaba vinculada a ninguna cuenta pero estaba en línea, ahora está agregada a una cuenta, lo que significa que alguien la agregó mientras estaba allí. Para desvincular el dispositivo tendríamos que pasar por el proceso de desvinculación.\nCustomer: Si\nCustomer: Por favor \nCustomer: Necesito vincular la a mi cuenta \nHuman Agent: \nPara el proceso de desvinculación existen dos opciones para realizarlo. Puede enviarnos la factura/recibo del dispositivo de la compra original para la desvinculación, o si no tiene eso, le enviaremos una solicitud de desvinculación al correo electrónico al que está vinculada la cámara.\nCustomer: si por favor \nCustomer: Por qué no cuento con la factura \nHuman Agent: \nSi tienes la factura de compra de cuando compraste este caemra puedes enviarme una foto o una captura de pantalla aquí. ¿Tienes eso?\nCustomer: No no tengo la factura \nHuman Agent: Bien, sin la factura tendremos que enviar la solicitud de Unbidn, esto irá al correo electrónico al que está vinculada actualmente la cámara, una vez que respondan, les notificaré, si por alguna razón no responden, aún podemos cancelar la oferta del dispositivo que Simplemente tendría que esperar el tiempo de espera mínimo, que es de 30 días desde el momento en que se envía la solicitud, por lo que serían 30 días a partir de hoy si no responden, le notificaré sobre el estado de desvinculación.\nHuman Agent: ¿El mejor correo electrónico para usted es el correo electrónico ingenieria@microcircuitos.com?\n\nCustomer: Si\nCustomer: Espera \nCustomer: Se puede ver a qué correo está vinculada la camara \nHuman Agent: Sí, envié la solicitud de desvinculación ahora al correo electrónico al que está vinculada la cámara actualmente. Esté atento a su correo electrónico para recibir mis mensajes sobre el proceso de desvinculación. Si recibimos una respuesta, le enviaré un mensaje; si no, le enviaré un mensaje después de 30 días.\nHuman Agent: \n¿Alguna otra pregunta con la que pueda ayudarle antes de comenzar el día?\nCustomer: Puedo saber a qué correo está vinculada la camara \nHuman Agent: \nNo puedo decirte el email completo, solo puedo decirte las 3 primeras letras y el dominio, Un momento\nCustomer: Sip \nCustomer: Yo puedo saber cuál es \nHuman Agent: eth@microcircuitos.com\nCustomer: Um tenemos un problema con ese correo \nHuman Agent: Ese es el correo electrónico al que está vinculada la cámara actualmente.\nCustomer: Ese correo se elimino por qué el anterior de sistemas dejo de trabajar aquí y se creo el correo de ingeniería@microcircuitos.com\nHuman Agent: Bien, envié la solicitud de desvinculación, si por alguna razón el correo electrónico se recupera, aún podré desvincular el dispositivo, tendríamos que esperar una respuesta, los 30 días, o que el correo electrónico se recupere antes de que se pueda desvincular. ocurrir.\nCustomer: Hola \nCustomer: Cierra el proceso de desvinculación \nCustomer: Ya tengo acceso a la cuenta que está vinculada la camara \nHuman Agent: \nRespondí arriba. Déjame reenviar el mensaje nuevamente.\nCustomer: Puedo trabajar así muchas gracias \nHuman Agent: Bien, envié la solicitud de desvinculación, si por alguna razón el correo electrónico se recupera, aún podré desvincular el dispositivo, tendríamos que esperar una respuesta, los 30 días, o que el correo electrónico se recupere antes de que se pueda desvincular. ocurrir.\nCustomer: Ya no quiero desvincular la camara así puedo trabajar \nCustomer: Un momento las camaras ya no aparecen en la cuenta \nCustomer: Las desvinculaste?\nHuman Agent: \nBuenas noticias. La solicitud de desvinculación se recuperó. Ahora desvinculé el dispositivo de la cuenta y ahora puedes agregarlo a esta cuenta si lo deseas.\nCustomer: Y como lo agrego?\nHuman Agent: \nPara agregar el dispositivo, debe hacer clic en Más y luego elegir la opción en la parte inferior para agregar un dispositivo azul sólido; si eso no funciona por algún motivo, hágamelo saber.\nCustomer: No sé a qué red está conectada la camara \nCustomer: Por eso no me aparece \nCustomer: No me aparece el dispositivo en ningúna red \nCustomer: Creo que es mejor que regreses los cambios \nHuman Agent: No podemos revertir los cambios después de una desvinculación. Sin embargo, puedo agregar el dispositivo a esta cuenta ya que está en línea y no está vinculado a una cuenta. Para eso solo tendría que nombrar la cámara. ¿Cómo quieres que le ponga el nombre a esta cámara?\nCustomer: Cam1\nHuman Agent: ok\n\nHuman Agent: Agregué el dispositivo a esta cuenta ahora, es posible que tengas que actualizar la aplicación, pero avísame si puedes verlo en vivo o no.\nCustomer: Si ya funcionó muchas gracias \nCustomer: Pero recuerdo que tenía vinculada una camara 2 \nCustomer: Cam2\nHuman Agent: ¿Puedes enviarme el ID de la otra cámara? Si está en línea, también puedo agregarlo, pero si no está en línea, primero será necesario configurarlo.\nCustomer:  Una pregunta como le puedo cambiar la red a la camara \nCustomer: Que acabaste de vincular \nHuman Agent: Solo agregué una cámara y la llamé Cam1.\nHuman Agent: En cuanto a cambiar de red, si la cámara está en línea (azul fijo) y en la cuenta para cambiar la red, deberá restablecerla desde la aplicación. Si una cmaera está fuera de línea, no se puede restablecer desde la aplicación. Si la cámara está fuera de línea y tiene una luz azul fija, eso significaría que se está conectando a una red y no recibe Internet, en casos como ese, desconectaría la red a la que se está conectando (desenchufe el enrutador o los extensores wifi), entonces una vez que la cámara comienza a parpadear en verde o azul, deberá realizar la configuración nuevamente con la nueva red para configurarla allí.\nCustomer: Como la cambio desde la aplicación \nHuman Agent: lo restablecerá en la aplicación si la cámara está en línea y en la cuenta. Debe hacer clic en vivo, hacer clic en el engranaje de configuración en la parte superior derecha, hacer clic en los tres puntos en la parte superior derecha y luego seleccionar restablecer. Después del reinicio, deberá hacer una copia de seguridad y luego realizar la configuración con la nueva información wifi para ese caemra una vez que parpadee en azul o verde para volver a conectarlo.\nCustomer:  Vale eso sería todo muchas gracias por tu colaboración \nHuman Agent: Muchas gracias, que tengas un buen día."]
["Customer: hola\nCustomer: no puedo vincular mis camaras a mi cuenta\nCustomer: como contacto aun agente\nCustomer: agente\nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD o GSG y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras.\nCustomer: claro permiteme\nCustomer: ZMD16LRI7202258\nHuman Agent: Esa cámara está configurada en una cuenta diferente. La cámara está en una dirección de correo electrónico @gmail.com y las dos primeras letras son \"anuncio\". ¿Reconoces la dirección de correo electrónico?\nCustomer: no reconosco esa cuenta\nCustomer: adquiri las camaras hace un tiempo\nHuman Agent: ¿Has configurado esta cámara antes? ¿O lo compraste usado recientemente?\nCustomer: la compre usada\nHuman Agent: ¿Tienes otras cámaras?\nCustomer: si\nCustomer: con el mismo problema\nHuman Agent: ¿Puedo tener las ID de dispositivo de todas las cámaras que está intentando configurar?\nCustomer: D16LRI7202226\nCustomer: solo son 2 camaras\nHuman Agent: ¿Tiene la factura o información del pedido de la compra de las cámaras?\nCustomer: no\nCustomer: sola las tengo conmigo\nHuman Agent: Como estas cámaras ya están vinculadas a otra cuenta, puedo comunicarme con la cuenta anterior y solicitar que eliminen las cámaras de su cuenta; sin embargo, debo esperar 30 días para recibir una respuesta. Cuando reciba una respuesta o al final de los 30 días si no recibimos respuesta, desvincularé los dispositivos y me comunicaré con usted. ¿Cuál es el mejor correo electrónico para comunicarme con usted?\nCustomer: de acuerdo\nCustomer: paola110798@gmail.com\nHuman Agent: Gracias. ¿Tiene alguna pregunta?\nCustomer: ninguna\nCustomer: gracias\nHuman Agent: De nada."]
["Customer: I need help connect my cameras\nCustomer: I made a new account and trying to connect my old cameras, I do remember how I initially set them up.\nCustomer: -1\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd33f5e3203673 and zmd33f5e3203881\nHuman Agent: Those cameras are already online and connected to another account. Do you know the original email address that you set the cameras up on? If you do, then do you have access to the email or are you able to log in to the Funlux account?\nCustomer: Yes I repsonded.\nCustomer: Was waiting on you.\nHuman Agent: I replied after you sent the Device IDs. I will send that message again.\nHuman Agent: Those cameras are already online and connected to another account. Do you know the original email address that you set the cameras up on? If you do, then do you have access to the email or are you able to log in to the Funlux account?"]
["Customer: Need a camera removed from an account I no longer have access to so I can add to a new account \nCustomer: Can you connect me with customer support?\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD18AIH800900\nHuman Agent: Can you try sending the Device ID again or send a picture of the Device ID? It is missing a letter or a number.\nCustomer: ZMD18A4IH800900\nHuman Agent: Thank you.\nHuman Agent: And you said that you no longer have access to the email address that the camera is set to, correct? If you are able to receive emails at the email address, then you can reset the password and log in to the account.\nCustomer: Correct. Iv moved and switched everything and finally getting around to setting them up and just found this last one. I had to do last month where I had to wait the 30 days\nHuman Agent: Alright, you had to do that for other cameras, then we may need to do that for this camera. Let me take a look at the camera.\nHuman Agent: As this camera is already bound to another account I can contact the previous account and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: Whitebobstl@gmail.com\nHuman Agent: Thank you. Do you have any questions about the Unbind Request process?\nCustomer: That was it, thank you.\nHuman Agent: You're welcome."]
["Customer: Agentes \nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon, ¿en qué puedo ayudarte?\n\nCustomer: Daniel.  Hace como 15 a 20 día mandé un reporte porque mi cámara sale con la antigua cuenta vinculada y quiero volver a ponerla en mi otra casa y no puedo \nHuman Agent: \nVeo que anteriormente enviamos una solicitud de desvinculación para 3 dispositivos, pero aún no ha recibido respuesta y los 30 días aún no se han agotado. ¿Tenías alguna otra pregunta sobre este proceso?\nCustomer: Entonce cuanto tengo que esperar \nHuman Agent: Si no recibimos una respuesta del titular anterior de la cuenta, el tiempo de espera expirará 30 días después de su envío. Eso sería el 27/12/2024.\nCustomer: Ok gracias \nHuman Agent: No hay problema, ¿hay algo más en lo que pueda ayudarte por ahora?\nCustomer: Por ahora no \nHuman Agent: ¡Bien, que tengas un buen día!"]
["Customer: Cómo elimino la cuenta de zmodo \nCustomer: Cual es soporte al cliente \nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon. Si desea eliminar su cuenta, deberá completar un formulario de eliminación de cuenta y enviárnoslo por correo electrónico. ¿Quieres que te lo envíe a través de rafafarzon23@gmail.com?\nCustomer: Si\nHuman Agent: Bien, te lo acabo de enviar por correo electrónico.\nCustomer: Porque no puedo escribir en el formulario  no puedo redactar nada no deja que hago\nCustomer: En español\nHuman Agent: Necesitaría utilizar algún tipo de editor de PDF."]
["Customer: Hello\nCustomer: Spani?\nCustomer: Agente\nCustomer: Hola\nCustomer: ??\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?\nCustomer: Tengo 4 cámaras \nCustomer: Que quiero configurar pero me dice que están vinculadas a otra cuenta \nCustomer: Y realmente no se que cuenta fue esa me puedes ayudar?\nHuman Agent: Bien, ¿puedes enviarme el modelo de las cámaras y los números de identificación? Los buscaré para ver a qué cuenta están vinculadas.\nCustomer: Ok \nHuman Agent: el modelo y el número de identificación estarán en la etiqueta de la cámara y la identificación comenzará con ZMD\nCustomer: Ok\nHuman Agent: Ok\n\nCustomer: Model : ZP: IBH23-W\nFCCID: ZK8-BFS23NW\n\nZMD19G1IHC01311\nCustomer: Tengo 4 cámaras me imagino que son 4 número no?\nCustomer: Oh te mando los 4 numero?\nHuman Agent: Sí, cada cámara tiene un número de identificación que necesitaré.\nCustomer: Ok \nCustomer: Pues déjame ma darte los 4 dame un momento \nHuman Agent: Ok\nCustomer: ZMD19G1IHC01289\nZMD19G1IHC01285\nZMD19G1IHC01287\nZMD19G1IHC01311\nCustomer: Creo que es así verifica \nHuman Agent: déjame buscar cada uno de estos, un momento\nCustomer: Ok\nCustomer: Me imagino que lo puedes desvincular desde allá para yo vincularlo con mi correo aquí se puede?\nHuman Agent: Parece que todos estos dispositivos están vinculados a una cuenta en un correo electrónico. No puedo darte el correo electrónico completo, solo las primeras 3 letras y el dominio. and****************@gmail.com\nCustomer: Será anderson1029.aa@gmail.com ese es?\nCustomer: Oh anderson102995.aa@gmail.com \nCustomer: Ayúdame es que no recuerdo 😭\nHuman Agent: anderson102995.aa29@gmail.com Es correcta\nCustomer: Gracias déjame ver si ahora me acuerdo de la contraseña 😅\nHuman Agent: ¿Puedes iniciar sesión en esa cuenta?\nCustomer: Una última cosa como puedo desvincularon de esa cuenta y vincularlo en otra \nHuman Agent: Para eliminar las cámaras de esta cuenta, tendríamos que pasar por el proceso de desvinculación; enviaríamos una solicitud de desvinculación para hacerlo o usted tendría que proporcionarnos la factura de compra para que podamos desvincular los dispositivos.\nHuman Agent: De lo contrario, si tiene acceso a la cuenta, también puede eliminar las cámaras de la cuenta y agregarlas a otra cuenta.\nCustomer: Pero se elimina desde la misma app?\nHuman Agent: No estoy segura de lo que estás pidiendo\nHuman Agent: \neliminaría las cámaras para agregarlas a otra cuenta si tiene acceso a la cuenta a la que están vinculadas las cámaras.\nHuman Agent: Si no puede, pasaremos por el proceso de desvinculación, que puedo realizar enviando una solicitud de desvinculación o usted enviándonos la factura de compra.\n\nCustomer: Ya entre a la cuenta \nCustomer: Ya estoy viendo las cámaras pero como hago para eliminarla desde la aplicación \nCustomer: De la camara\nHuman Agent: Haría clic en vivo en la cámara desde la aplicación móvil, haría clic en el engranaje de configuración en la parte superior derecha, haría clic en los tres puntos en la parte superior derecha y luego elegiría eliminar.\nCustomer: Oky déjame ver si lo intento. Te dejo saber en un momento \nHuman Agent: Ok\nCustomer: Puedes verificar \nCustomer: Si ya la desvicule?\nCustomer: Hola Kylie estas ahi?\nCustomer: Verifica si ya descicule las cámaras de la cuenta \nHuman Agent: Todas las cámaras siguen ligadas al correo electrónico. anderson102995.aa29@gmail.com\nCustomer: Mira que me dice \nCustomer: D/static_file/7d762295e9_1_20241231162626.jpg\nCustomer: D/static_file/39f3a96c73_1_20241231162631.jpg\nCustomer: Le doy a retirar dispositivo pero la App se frisa nose \nCustomer: No la puedes desvincular desde alla?\nHuman Agent: \nBien, puedo eliminar el dispositivo de la cuenta, un momento.\nCustomer: Si por favor es lo que necesito \nCustomer: Recuerdas si puedes eliminar 5 cámaras que son que hay te lo agradeceré \nHuman Agent: \nEliminé todos los dispositivos de la cuenta por ti, puedes volver a agregarlos a otra cuenta si lo deseas."]
["Customer: The time is always changing on my cameras is there a way to not have this happen \nCustomer: I constantly have to change it \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Do you have an NVR? I see there is not one on your account, but your cameras would typically be paired with an NVR. \nCustomer: What’s NVR \nHuman Agent: An NVR is a box that if it has a hard drive can serve as a way to record camera video, the cameras may plug into it depending on your setup, and would also allow you to connect it to a monitor to view the cameras locally. \nCustomer: Yes I do have that box \nHuman Agent: The reason I ask is that NVRs control time for cameras going through them. When on an account, this locks the camera time settings since it is controlled by the NVR, but if you don't have the NVR on your account, it would be fighting with what you set in the app causing the time to keep changing. So I would recommend adding the NVR to your account so it can be set there and the time isn't jumping between what is set in the app and what is set on the NVR. What is the ID listed on the bottom of the NVR? It should begin with ZMD, 14, or 15. \nCustomer: I’m not home right now I’ll check when I get home \nHuman Agent: Okay, I'll email you so you can provide the ID there once home and I can assist with adding it for you from there as it looks like you're using the meShare app currently which does not have a way to easily add it. \nCustomer: ZMD33FBB9204411\nHuman Agent: Thanks, I just added it. You'll need to set the time zone in the app by going to the settings option to the right of My Devices, selecting the NVR, making sure it's still selected on the top and then going to the ..., then choosing device time zone. If it's already on the correct one, swap to another time zone and then back to the correct one. \nCustomer: Ok thank you \nHuman Agent: No problem, is there anything else I can help you with?"]
["Customer: Hello\nCustomer: I need to deactivate my camera from another account as I don't  have access to the email\nCustomer: I need to connect my phone to my cameras\nCustomer: I need to deactivated my other account first \nCustomer: I need to speak to a representative \nCustomer: Phone number for support\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: It's the system I'm looking to connect to phone. The system has four cameras\nHuman Agent: Okay, can I have the Device ID from the NVR system?\nCustomer: 15XL731Z504927N\nHuman Agent: Thank you. And you said that you do not have access to the email account that the NVR was setup on?\nCustomer: Correct. \nHuman Agent: Do you have the invoice or order information from the purchase of the NVR system?\nCustomer: No \nHuman Agent: As this NVR is already bound to another account I can send an Unbind Request. I will contact the previous account and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: user.james76@gmail.com\nHuman Agent: Thank you. I will get the Unbind Request sent. Do you have any questions?"]
["Customer: Agent\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: I had good 2 cameras that needed reset and removed from a account I was wondering if they got reset?\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I sent a email with them yesterday \nCustomer: Not email I had a time finding them the sticker are bad shape \nHuman Agent: I see an email from your email address on 1/20/25, but there are no Device IDs in that email.\nCustomer: D/static_file/3ce89b55db_1_20250123093918.jpg\nHuman Agent: Those cameras are bound to a @gmail.com email address and the first two letters are \"ha\".\nCustomer: They sent a email to ask to reset and she sent one back saying to reset\nHuman Agent: The cameras are still bound and there is not a response from that email address giving us permission to unbind the devices."]
["Customer: Agent \nCustomer: Agent \nHuman Agent: How can I assist you?\nCustomer: I am trying to add a camera to my account. It says it is attached to another account \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD14e7da220746\nHuman Agent: Thank you. Have you setup this camera before? Or did you purchase this camera used?\nCustomer: I purchased it used on eBay \nHuman Agent: Do you have an invoice or order information from the purchase of the camera?\nCustomer: Yes hold please and I’ll get it.  If I \nCustomer: D/static_file/95b545e786_1_20250115141622.png\nHuman Agent: The screen shot of the order details will need to show the date, description, price, and seller of the device.\nCustomer: D/static_file/d9684457e5_1_20250115141726.png\nHuman Agent: Thank you. Let me take a look. Is that the only camera that you purchased?\nCustomer: Yes.  \nCustomer: I have others that I purchased new and work fine \nHuman Agent: Alright, please give me just a couple of minutes to verify the information and see about removing it from the previous account.\nCustomer: Thank you \nHuman Agent: Thank you for your patience. I have removed the camera from the account it was setup on and you can now set it up on your account.\nCustomer: Ok great!  \nCustomer: Thank you \nHuman Agent: You're welcome."]
["Customer: Hello, good morning, could you help me? \nCustomer: I bought this camera and I'm connecting it to my account but it says that it's already connected to another account that I should delete but I don't know which account it is. \nCustomer: Where can I call technical support? \nCustomer: agent  \nCustomer: hello \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Compre esta cámara pero dice que esta asignada a otra cuenta y nose como hacer para asignarle a mi cuenta \nCustomer: I bought this camera but it says it is assigned to another account and I don't know how to assign it to my account \n\n \nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debería comenzar con ZMD y debería estar en una pegatina blanca en la cámara o en el soporte, normalmente debajo de un código de barras.\nCustomer: ZMD13IEED001398\nHuman Agent: Gracias. ¿Es esa la única cámara que compraste y que estás intentando configurar?\nHuman Agent: ¿Tiene alguna factura o información del pedido de la compra de la cámara?\nCustomer: Si solo hice esa compra  pero no me dieron recibo ni información fue en una venta garage \nCustomer: Solo me dieron la caja y la cámara \nHuman Agent: Como esta cámara ya está vinculada a otra cuenta, puedo comunicarme con el propietario anterior y solicitarle que elimine la cámara de su cuenta; sin embargo, debo esperar 30 días para recibir una respuesta. Cuando reciba una respuesta o al final de los 30 días si no recibimos respuesta, desvincularé el dispositivo y me comunicaré con usted. ¿Cuál es el mejor correo electrónico para comunicarme con usted?\nCustomer: Ok esta bien, julycolmenares511@gmail.com \nCustomer: Gracias \nHuman Agent: De nada. ¿Tiene alguna pregunta?"]
["Customer: Want to set up cameras\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What are the IDs of the cameras you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: I have existing cameras on property and i want to set them up to my account\nCustomer: ZMD15IGI4212850\nCustomer: Hello?\nHuman Agent: ZMD15IGI4212850 is online and already bound to another account where the email starts with 21 and it's at gmail.com, is that familiar to you?\nCustomer: No when we moved into the house the owner said to call you guys to set up the cameras he said he disconnected his account \nHuman Agent: Okay, that device is still bound to the mentioned account. How many cameras do you have that you're trying to set up?\nCustomer: Is the email 2145dennislane@gmail.com?\nHuman Agent: Yes, that is the account email.\nCustomer: 4 cameras \nHuman Agent: Okay, if you can provide me the other 3 IDs, I can send a request to the previous owner to request permission to unbind them. They would have 30 days to reply. If they reply and approve or do not reply in that time, the devices would be unbound. If they reply and deny the request, I would not be able to proceed. \nCustomer: Okay I’ll get the other 3 IDs\nHuman Agent: Okay, thank you. \nCustomer: I am going to see if I can log into the existing account \nHuman Agent: Okay, so you do not want an unbind request sent then?"]
["Customer: Camera saying connect to another device and won't connect. I don't have access to that account \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the device? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Hola buenas tardes \nCustomer: Mi cámara está vinculada a otra cuenta \nCustomer: Cómo borro la cámara \nCustomer: Cómo reiniciar cámara \nCustomer: Dónde está el botón de reinicio \nCustomer: Agente \nCustomer: Hola buenas tardes \nCustomer: Mi cámara está vinculada a otra cuenta \nCustomer: Cómo reinicio la cámara \nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. Tendré que buscar el dispositivo para saber a qué tipo de cuenta está vinculado. ¿Pueden enviarme todos los números de identificación y modelo de las cámaras? La identificación comenzará con ZMD o GSG, no con fccid."]
["Customer: I bought another phone and I can't get my zmoda door bell camera to operate on my new phone \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. If it was already working on the old phone, you'll just want to sign in via the same account. If you're unsure of your account, please provide the ID of the doorbell (it's on the back of the device when removed from the bracket) so I may check the account. Or you could also provide some emails or phone numbers you believe the account is possibly under that I could assist with checking for. \nCustomer: It was working on my old phone and I did step 3 and I logged out on my old phone and deleted the zmoda app on the old phone \nHuman Agent:  If it was already working on the old phone, you'll just want to sign in via the same account. If you're unsure of your account, please provide the ID of the doorbell (it's on the back of the device when removed from the bracket) so I may check the account. Or you could also provide some emails or phone numbers you believe the account is possibly under that I could assist with checking for. \nCustomer: Doorbell camera is listed on my Gmail - gregorycox72@gmail.com and my phone # 901+371-1748\nHuman Agent: It is tied to the phone number rather than email. Is that the same phone number you have currently? If so, you'll want to log out of this account, then log in using mobile number and use that phone number. \nCustomer: I'll give that a try \nHuman Agent: Okay, if you're unsure of your password you can use the forgot password option to have a reset code sent via text. \nCustomer: I have the password and entered the password and it didn't work \nHuman Agent: Did it say authentication error? If so, that means the password you entered is incorrect. You can use the forgot password option when logging in to reset the password via a verification code sent to you  via text message. \nCustomer: Ok. I'll try that \nHuman Agent: Okay. \nCustomer: I quit. Thanks for your help"]
["Customer: My camera is connected to a old phone of mine that broke an I had to get another one . Now I can't add my camera to this phone now. \nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera?\nHuman Agent: The ID will be on a sticker on the camera it will start with ZMD or GSG\nCustomer: Give me just a sec\nHuman Agent: ok sure\nCustomer: Is it under the barcode \nHuman Agent: yes it may be under the barcode it will start with ZMD or GSG\nCustomer: ZMD14KCDA281407\nHuman Agent: ZMD14KCDA281407 is connected to a similar gmail (fr----@gmail.com)   If you have more than one gmail accounts please try logging into the app with your other email\nHuman Agent: If you don't have access to any other gmail accounts please attach a copy of your receipt.  I should be able to unbind the camera with your receipt\nCustomer: So I log in with one of my other gmails\nHuman Agent: yes try logging into the app with your other gmail\nHuman Agent: the camera isn't connected to a phone number account but a gmail email account\nCustomer: I don't have an account with my other gmails that matter?\nHuman Agent: okay if you do not have access to this other gmail please attach a copy of your receipt.  I should be able to unbind the camera with your receipt\nCustomer: I can sign in to my other gmails . I'm saying I don't have an account with the other gmails for the camera. I'll have to create a account with the other Gmail on this app\nHuman Agent: in order to unbind the camera from the current account it is connected to I would need to see the original purchase receipt\nHuman Agent: After the camera is unbound you can set the camera up to this account or a different zmodo app account\nCustomer: Lord I ain't got that I've had these cameras for 6 years \nHuman Agent: Okay.  I will contact the previous account on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous account. If the request is denied then I would need the original invoice for anything further.\n\nHuman Agent: I will follow up with you by email after the camera has been unbound.  \n\nIt is just this 1 camera you are needing help with right?\nCustomer: I bought these cameras off of Amazon 6 or 7 years ago\nHuman Agent: It is just this 1 camera you are needing help with right? or are there other cameras?\nCustomer: Just this one cause the other ones quit working but this one\nHuman Agent: okay  I will follow up with you by email after the camera has been unbound. \nCustomer: This one the light is solid blue \nHuman Agent: you can keep the camera unplugged from power until it has been unbound\nCustomer: Ok\nCustomer: How long did you say it would take\nHuman Agent: 30 days or until the previous account approves the unbind\nCustomer: Ok will I get the email for unbounding or does each phone have different account numbers \nHuman Agent: I will send you an email to frankystanky26@gmail.com after the camera has been unbound\nCustomer: Ok\nHuman Agent: Anything else I can help with today?"]
["Customer: Set up\nCustomer: Agent \nCustomer: Yes, I am trying to add my cameras that I purchased and they keep saying they're bonded to an account.I need to have them reset please\nCustomer: D/static_file/bf28d76748_1_20241112105224.jpg\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need the cameras ID number to look it up and see what account it is currently tied to, the Camera ID will start with a ZMD\nCustomer: Zmd14gnda234323\nHuman Agent: Okay, Let me look up this device, one moment.\nHuman Agent: It looks like this camera is still bound to an account that was made with an email, to Unbind it we will have to go through the unbind process, I will send an unbind request to the email the camera is currently tied to, if they respond with permission or if after 30 days of no response then I will be able to unbind the device and will notify you, is the email cjslife1981@gmail.com the best to keep in touch with you?\nCustomer: Yes \nCustomer: Zmd14gnda234332 is the other camera \nHuman Agent: Okay, I wills end the unbidnr equest for both devices then, jsut keep an eye on your email for my message once they respond or after 30 days have passed without a response, sometimes our messages can go to the spam. \nCustomer: Ok\nHuman Agent: Okay, have a beautiful day."]
["Customer: How can I see all the people I've shared access to the camera? I don't see a list\nHuman Agent: Hi my name is Wendy.  Tap on the live button of the camera, tap on the gear shaped icon in the upper right, sharing management, you can view the people you have shared the camera with here.\nCustomer: I'll try that\nHuman Agent: ok"]
["Customer: Set up\nCustomer: I need assistance removing a previous homeowner from the cameras installed at my house. They are linked to another account \nCustomer: Customer support\nCustomer: How do you contact? \nCustomer: Thanks Marcela\nCustomer: D/static_file/c9d38babfb_1_20240920152045.jpeg\nCustomer: D/static_file/92f4d951ed_1_20240920152201.jpeg\nCustomer: D/static_file/7b543c881e_1_20240920152214.jpeg\nCustomer: D/static_file/e9d3df11b9_1_20240920152225.jpeg\nCustomer: These are the cameras, there is also a doorbell camera \nHuman Agent: Out of all of those which one is the easiest one to reach? \nCustomer: I can get to any of them \nCustomer: However not all are powered right this second, do they need to be?\nHuman Agent: Okay for the 4 cameras To check the camera's current status, look at the indicator light on or inside the cameras. Is it blinking green or solid blue?\n\nCustomer: No light\nHuman Agent: On all of the cameras? \nCustomer: Blinking green\nCustomer: FCC ID: ZK8-BFS23NM\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code.\n\nCustomer: Apologies it is now blinking blue \nCustomer: D/static_file/f80b741840_1_20240920153512.png\nHuman Agent: The cameras are linked to email starting with la*****************@yahoo.com do you recognize and have access to that email? \n\nCustomer: I don’t have access to that email. That was the previous owner. \n\nAll the cameras are linked to her account.\nHuman Agent: Yes\nHuman Agent: Are you able to get the ID from the back of the doorbell. \nCustomer: Yes\nHuman Agent: You will need to remove it off the bracket \nCustomer: D/static_file/31496b9d51_1_20240920154219.jpg\nHuman Agent: Thank you \nHuman Agent: As theses cameras are already bound to another account. We can contact the previous owner and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will contact you. What is the best email to reach you?\n\n\nCustomer: Keaton.vanwey@yahoo.com\nHuman Agent: Okay for now I recommend keeping cameras unplugged\nCustomer: Okay \nHuman Agent: Is there anything else we can help with today?"]
["Customer: Set up\nCustomer: I bought a used camera and when trying to set it up, it says it is bound to another account. I do not have access to that account and it said to contact support. Please help\nCustomer: How do I contact support another way?\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD13H9D9003626\nHuman Agent: Is that the only camera that you have to setup?\nCustomer: Yes\nHuman Agent: Do you have an invoice or order information from the purchase of the camera?\nCustomer: No, I bought it at a garage sale used\nHuman Agent: As this camera is already bound to another account I can send an Unbind Request. I will contact the previous owner and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: ndesi70@gmail.com\nHuman Agent: Thank you. I have sent the Unbind Request email. Do you have any questions?\nCustomer: Not right now. Thank you\nHuman Agent: You're welcome."]
["Customer: I need you to delete my cameras so I can start over\nCustomer: -1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. \n\nHuman Agent: It looks like there are no cameras on your account. Are you trying to move to a new account? Otherwise I would recommend not deleting devices from your account when setting them back up."]
["Customer: Troubleshooting\nCustomer: If you try to change your password but keeps saying wrong old password and it isn't wrong what do you do\nHuman Agent: Hello, my name is Grant. You can go to the login screen on the app and tap on Forgot Password to reset the password with your email address. You can also go to the web app and reset it, as well https://user.zmodo.com/changepwd"]
["Customer: Hello I have 2 devices that are bound to another email and I no longer have access to that email. How can I get my devices updated so  I can start service?\nCustomer: Can I just reset the cameras?\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: I don’t have the same user account. I have moved and have a new email\nHuman Agent: okay\nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: GSG56JGC\nHuman Agent: there should be another set of numbers/letters\nCustomer: 31887\nHuman Agent: GSG56JGC0031887 is this the only camera? or was there another one too?\nCustomer: It is a set\nHuman Agent: okay GSG56JGC0031887  is a Goaofoeoi GS-H2931 camera.  Goaofoeoi handles the support for their cameras.  You will want to contact Goaofoeoi by email:.  Their email is piggyxlin@163.com\nCustomer: 31891\nHuman Agent: GSG56JGC0031887  is a Goaofoeoi GS-H2931 camera.  Goaofoeoi handles the support for their cameras.  You will want to contact Goaofoeoi by email:.  Their email is piggyxlin@163.com\nCustomer: Yes I have done that several times with no response \nCustomer: Can you provide any information on my old email address? I do not remember what it is?\nHuman Agent: Unfortunately we can't provide support for Goaofoeoi  cameras.  Goaofoeoi  should reply soon to your message.\nCustomer: It’s been weeks with no response \nHuman Agent: You could send another message.  Make sure you are emailing piggyxlin@163.com\nCustomer: -1"]
["Customer: Set up\nCustomer: Hi Mira, I am having trouble in the setting up of my camera, its a ZH-IXY1D-W Model\nCustomer: I amn trying to add the camera to my account and to connect it to my wifi network, I am connected to the ZMD_SAP network and I just configured the network and the password but the camera doessn't do anything\nCustomer: The network is 2.4, but the camera never connects to the network, and the led is always green and is blinking\nCustomer: I already checked that\nCustomer: The cammera got stuck trying to connect to my network, and the app got stuck reloading\nCustomer: no, that doesn't work\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are needing help with?\nHuman Agent: The device ID will be listed on a sticker on the camera, it will start with ZMD or GSG\nCustomer: Hi Wendy its ZMD12I85000068\nHuman Agent: This is a brand new camera? never setup before?\nCustomer: Its second hand, I don't know if it was never setup before\nHuman Agent: Could you please attach a clear picture of the device ID?\nCustomer: Ok\nCustomer: D/static_file/e836a9056f_1_20250210114137.jpg\nHuman Agent: ZMD12I852000068 thanks.  This camera is connected to a phone number account ending in --417  Do you have access to this other account?\nHuman Agent: Did you purchase the camera on eBay?\nCustomer: No, I think that was previous owner, I received it as a church donation\nCustomer: From the seventh day adventists\nHuman Agent: okay.  I will contact the previous account on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous account. If the request is denied then I would need the original invoice for anything further.\n\nI will follow up with you by email after the device/s have been unbound.\n\nHuman Agent: It is just this one camera that you have?\nCustomer: Ok, but I dont have the original invoice, I received it as a donation, I have the original box.\nCustomer: Yes its only one camera\nCustomer: Thank you\nHuman Agent: That is okay.  As soon as the previous account approves the unbind or after 30 days with no reply we should be able to unbind the camera for you.\nHuman Agent: I will email you as soon as it has been unbound.\nCustomer: Ok, thank you very much\nCustomer: Ok, great\nHuman Agent: You're welcome!\nCustomer: Have a nice day\nHuman Agent: You too ,thank you!"]
["Customer: I am having trouble purchasing a subscription\nCustomer: I did that, but it’s not showing my device\nCustomer: I attempted to purchase the device, but in the tab where it says, select your device, nothing is coming up\nCustomer: Yes\nCustomer: Is there a telephone I can call\nCustomer: Hi Dillon\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like the issue is that you have no devices on your account as they are all shared from another account. You would need to subscribe from the main account the devices are on. \nCustomer: I’m trying to purchase my subscription but the system is not showing my device when asked before purchasing \nHuman Agent:  It looks like the issue is that you have no devices on your account as they are all shared from another account. You would need to subscribe from the main account the devices are on. \nCustomer: But I am the main account \nHuman Agent: You are not. The devices on your account are shared to you from another account under the email marcie9364@hotmail.com. \nCustomer: But I share it with my mother in law and family members in the Caribbean \nCustomer: Yes my uncle email \nCustomer: I gave him access because he’s in the Caribbean where the devices are, but I manages the account so how do I regain access to purchase their subscription?\nHuman Agent: The devices would need to be deleted from the main account and then added onto your own account. If you would like to do that, do you have the invoice from purchase of the devices?\nCustomer: I will have to look for it. I ordered those device like four years ago from Amazon.\nHuman Agent: Okay, with the invoice we may be able to remove them immediately, otherwise I would need to reach out to the account holder for permission. They would have 30 days to reply. If they approve or do not reply in that time the devices would be unbound. If they deny it, we'd only be able to proceed with the invoice. Would you like me to go ahead and send that or do you want to look for your invoice first? If you purchased on amazon you should be able to find it in your past orders as they do not get rid of old purchase history. \nCustomer: Yes\nHuman Agent: Yes to which option?\nCustomer: U can contact him\nCustomer: The primary account support to be yvonnepri37@gmail\nHuman Agent: Okay, I'll go ahead and reach out to them and will follow up with you once the process has finished to let you know the result. Will yvonnepri37@gmail.com be good to reach you on then?\nCustomer: D/static_file/1bfa648f30_1_20240919095934.png\nHuman Agent: Okay, I'll go ahead and reach out to them and will follow up with you once the process has finished to let you know the result. Will yvonnepri37@gmail.com be good to reach you on then?\n\nCustomer: U can reach me at cuppidd@gmail.com\nCustomer: I am still not sure why my Uncle email account is the primary\nHuman Agent: Okay, I will note to reach back out to you via cuppidd@gmail.com once the process is finished. Is there anything else I can help you with for now?\nCustomer: No thank u\nHuman Agent: Okay, have a good day!"]
["Customer: Question about streams\nCustomer: My internet speed reccomendation\nCustomer: I have 8 mini wifi cameras\nCustomer: These are pretty old- probably about 8 years old. \nCustomer: My question is would 100mbs be ok?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The cameras use more Upload speed then they do Download speed, for the cameras you have (720P mini wifi cameras) they would need a minimum of 1 upload speed per camera if they are not subscribed, and with a subscription (because its uploading more) it would use 2 upload speed per camera. \nCustomer: I run 8 zmodo cameras, 1 ring camera, several Alexa and 1 4k tv and checking to see if speeds of 100MBS would be ok. \nCustomer: Currently cameras are unsubscribed but I do re subscribe a couple when traveling. \nHuman Agent: Is the 100MBPS for upload or download speed?\nCustomer: both\nHuman Agent: Okay, that should be fine for the cameras alone, you may want to check how much MBPS for uplaod speed specifically your other smart devices would use to be sure but for the cameras alone its perfectly fine. \nCustomer: I currently have 400 with Spectrum and was thinking of switching to company with 100\nHuman Agent: Okay, if you do switch, would you also have to change your router as well?\nCustomer: yes\nCustomer: I currently have an outdated nighthawk that still works good. They said the new router would prefer 2.5 megahertx connection over 5.5\nCustomer: I assume these old cameras are the 2.5\nHuman Agent: Okay, whenever you change the wifi name/password/rotuer you will have to set up the cameras again to that network, make sure the wifi network that the router emits is either a duel network (5.0GHZ and 2.4GHZ) or if its a split network (one thats 5.0GHZ and 1 that is 2.4GHZ separate) make sure when you do the setup your using the 2.4GHZ network, the cameras will not connect/work with networks that are only 5GHZ. \nCustomer: HybridX6 represents boldly fused technology delivering unrivaled internet performance. Experience connectivity like never before, where next-generation technology meets relentless speed and reliability.\n\nCustomer: This is what their website says\nHuman Agent: Okay, I sent a message above of some tips for you should you device to change to keep in mind for the cameras. \nCustomer: I spoke with a tech and he recommended reaching out to your company to see if you felt my cameras could handle to 100mbs. \nCustomer: Yes you are correct- as I have re-set these cameras up several times\nHuman Agent: Okay, that's great they had you do that, I would advise taking a screenshot of the info I sent you with the exact numebrs of upload speed needed above so you have that in the future.\nHuman Agent: Any other questions before we go?\nCustomer: Thank you for your advice and info. I will forward this to the tech.\nCustomer: Will end chat.\nHuman Agent: OKay, thank you as well, have a beautiful day, farewell\nCustomer: You have a beautiful day too! \nHuman Agent: Thank you"]
["Customer: Troubleshooting\nCustomer: No puedo encontrar mi contraseña \nCustomer: 1\nCustomer: No puedo recibir mensajes en mi correo electrónico puedo usar otro coreo electrónico \nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon. Si no puede recibir correos electrónicos en el correo electrónico de su cuenta actual, también puede pasar a otra cuenta como alternativa. Si desea ayuda con eso, hágamelo saber.\nHuman Agent: Cerraremos en 10 minutos a las 6 p.m. CT. Estaré encantado de seguir ayudándote hasta entonces, pero el chat se cerrará en ese momento. Si desea una devolución de llamada en inglés, puede programarla mediante el botón a continuación. Si prefiere un seguimiento por correo electrónico, hágamelo saber y proporcione un correo electrónico al que le gustaría que me comunique mañana."]
["Customer: Hi. There are several of my security cameras that have never been updated and it has never given me an option to update them. Can you help with updating them? Thank you\nCustomer: -1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like all of your cameras are up to date already. Was there a particular issue you were experiencing you wanted an update for?\nCustomer: One Security camera in particular, does not will not go into night vision. It's just black and you can see around circle. I don't know what the problem is if it's a camera or if it's needs updated. The other ones most of them have been updated not all of them by you guys\nCustomer: -1\nHuman Agent: If you go to live view on that camera and then hit the settings gear and go to the night vision settings, is it set to auto currently?"]
["Customer: I have several cameras I can’t get to work because they r attached to my old email address and phone which broke.  Need to get them working, says they r attached to another account\nCustomer: Need to contact an agent\nCustomer: Agent\nCustomer: Agent\nCustomer: “Agent”\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Ok\nCustomer: Zmd14cwe2207175\nCustomer: I have several\nHuman Agent: Could I have the Device IDs of the other cameras, as well?\nCustomer: Zmd17317800440\nCustomer: Zmd1317e22115613\nCustomer: Zmd17gvg914643\nHuman Agent: Can you try sending those Device IDs again or send a picture of them? The first is missing a letter or number and the second has one too many letters and numbers.\nCustomer: I will take pics. The numbers r so small\nCustomer: D/static_file/d2784bea9d_1_20241101133543.jpg\nCustomer: D/static_file/5a5c30db28_1_20241101133606.jpg\nCustomer: D/static_file/d7d43c48f1_1_20241101133624.jpg\nCustomer: D/static_file/7ce6503fc3_1_20241101133729.jpg\nCustomer: Did u get pics\nHuman Agent: The camera with the Device ID ZMD17I3I7800440 is already on the account that you are contacting us from right now. The camera ZMD14D2DA000821 is not bound to any account. The other two are bound to a @aol.com email address and the first two letters are \"sm\".\nHuman Agent: Are you able to receive emails at that email address?\nCustomer: Sml624@aol.com\nCustomer: Is my old email E\nCustomer: No phone broke can’t get back on. \nHuman Agent: Okay, so you are not able to access that email address at all?\nHuman Agent: Do you have the invoice or order information from the purchase of those two cameras?\nCustomer: No. I used my finger to access account. Don’t know password. Trying to get in reinstated but not working without phone\nCustomer: Not sure. Purchased all on Amazon.  Already sent u some last time\nCustomer: I have purchased about 12 cameras in the past.  Only have 2 working\nHuman Agent: If you do not have access to the account and do not have access to the email address to reset the password. Then we would either need a copy of the invoice from the purchase of the cameras or we would have to send an Unbind Request to the account the cameras are bound to.\nHuman Agent: There are three cameras on your account right now that are showing online. One of the cameras that you sent a picture of is on your account, but may just need to be setup to connect to the Wi-Fi network. And another is unbound, so would likely also need to be setup with the QR Code setup to connect to your Wi-Fi network.\nCustomer: Ok will send invoices again.  Which on is already connected \nHuman Agent: The camera with the Device ID ZMD17I3I7800440 is already on the account that you are contacting us from right now. The camera ZMD14D2DA000821 is not bound to any account.\nHuman Agent: Neither camera is online, so you may need to do the QR Code setup to connect them to your Wi-Fi network.\nCustomer: R they the indoor ones\nCustomer: When I tried it won’t set up\nCustomer: Terrible company, use to be able to talk with a person.   I have 9 cameras I can’t usr\nHuman Agent: The indoor cameras are the cameras that are bound to an account.\nHuman Agent: Did you get my message with the Device IDs from the camera that is already on your account and the other camera that is unbound and can be setup?\nHuman Agent: You can tap on Schedule Call if you would like to make a callback appointment."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Please direct me to a customer representative \nHuman Agent: Hello, you've reached customer care, my name is Kylie. The Unbind request process is still ongoing, we have not hear a response from them yet\nHuman Agent: When there is a response or after the 30 days have passed we will email you to notify you. \nCustomer: Do you have the correct email to notify me?\nHuman Agent: We have the user.james76@gmail.com email taken down for notification, if that the email you wish to be notified to?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: I can’t rest camera \nCustomer: Reset camera \nCustomer: Switch camera to new account \nCustomer: Don’t have access to account \nCustomer: I bought camera from someone and need to get disconnected from previous account \nCustomer: How to contact support \nCustomer: How to reset camera and put it in new account please \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD12KN68202553\nHuman Agent: Thank you. Is that the only camera that you have to setup?\nCustomer: Yes \nHuman Agent: Do you have the invoice or order information from the purchase of the camera?\nCustomer: No I got it from previous home owner \nCustomer: I am new home owner \nHuman Agent: As this camera is already bound to another account I can send an Unbind Request. I will contact the previous owner and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: Zamarante6@gmail.com \nHuman Agent: Thank you. Do you have any questions?"]
["Customer: Set up\nCustomer: Hello\nCustomer: Some of my cameras are solid blue and wouldn't be added because they exist on another account. \nCustomer: I couldn't add three of my cameras because they are link to another account. \nCustomer: -1\nCustomer: I don't know the login to the previous account to which they were added.\nCustomer: Can I speak to someone?\nCustomer: I like to speak to a human. \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/a263219d75_1_20240924100353.jpg\nCustomer: Here\nHuman Agent: Thank you. Those cameras are setup on a phone number account, *******912.\nCustomer: Yes. 5022963912 was my number from years ago when I first tried to set up the cameras. It didn't work so I abandoned the set up until now.\nHuman Agent: Okay, if you are not able to log in to that account, then we have a couple of options for unbinding the cameras. First, do you have the invoice or order information from the purchase of the cameras?\nCustomer: I have just the box now.\nHuman Agent: As these cameras are already bound to another account I can send an Unbind Request. I will contact the previous account and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: jommyab@gmail.com\nHuman Agent: Thank you. DO you have any questions about the Unbind Request process?\nCustomer: Thank you"]
["Customer: Troubleshooting\nCustomer: I have 5 indoor, and outdoor cameras in and on my account.  I am trying to add a couple more.  I have the Pan and Tilt.  It was flashing green, then I went through the steps to set it (one of the Pan and Tilts) up and afterwards it started flashing blue.  However\nCustomer: The light is solid blue but the camera is not showing up in my account.\nCustomer: -1\nCustomer: I need a representative. \nCustomer: -1\nCustomer: Ok, thank you. \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: OK, let me find it.  Thanks. \nCustomer: ZMD13CNCD000484\nHuman Agent: That camera is connected to a phone number account, *******243. Have you setup this camera before? Or did you recently receive or purchase the camera?\nCustomer: I recently purchased it on eBay.  \nHuman Agent: The camera would need to be unbound from the previous account before you can set it up on another account. Do you have the invoice or order information from the purchase of the camera?\nCustomer: Yes, how can I provide it?\nCustomer: D/static_file/2024149137_1_20240923171244.png\nHuman Agent: Can you try emailing that to support@zmodo.com because the picture you sent is too small to be legible here in the chat.\nCustomer: OK.  Done \nHuman Agent: Thank you. Let me take a look.\nCustomer: Thank you very, very much!\nHuman Agent: Thank you for your patience. I have unbound the camera from the previous account and you can now set it up on to your account.\nCustomer: Thank you, again, so very very much!!  You're the best.  Have a good one. \nHuman Agent: You're welcome.\nCustomer: Sorry, but, is there some way to reset the camera so that it begins the connection process?  Starts flashing green to try and connect?  Thanks, \nHuman Agent: What light do you see on the camera?\nCustomer: It was solid blue, still.  I have unplugged it.  \nHuman Agent: You would add it to your account with a LAN Search in the app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: I get a message that it is already bound to another account. \nHuman Agent: Is the camera plugged in right now?\nCustomer: Yes, I plugged it back in and it cycled then turned solid blue.  Then I tried to connect as you stated.  I did that twice and got the message each time that it is bound to another account. \nCustomer: Sorry for all the trouble. \nHuman Agent: Is the camera still plugged in? Because the camera with the Device ID that you gave is still offline. Can you send me a picture of the Device ID?\nCustomer: The message states to unbound it and, then to reset it.  .  .  I cannot find a pi hole to reset it.  I will send the pictures.  It is solid blue.\nHuman Agent: I understand. Can you send me a picture of the Device ID on the camera or the Device ID that you see when you do a LAN Search?\nCustomer: Sent. \nHuman Agent: I see the email. That is a different Device ID from what you sent me in the chat earlier. Give me a minute to look up that device.\nCustomer: Aww, crud.  I mistyped.  \nCustomer: the last number is a 3, not a 4.  .  .  Sheesh.  .  .  So, very sorry. \nCustomer: I called myself double checking that information before I sent it.  .  .  Sigh.  SMH.  \nHuman Agent: No worries. I found the correct camera and I unbound the device so you should be able to set it up now.\nCustomer: Wow.  . .  So sorry for that mistake and so very thankful for your assistance.  .   .  Embarrassing.  .  . \nCustomer: OK, that worked.  Thank you so, so much!!\nHuman Agent: You're welcome."]
["Customer: How do I change the time on my camera\nCustomer: -1\nCustomer: My time rn is 1:57pm where is the eastern time so it be the same time\nCustomer: It’s not showing eastern time \nCustomer: I need a number to call\nCustomer: I can’t find the eastern time to change my time on camera\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I see from looking up your account that you have wired cameras, do you also have an NVR that you use along with the cameras or is it only these wired cameras plugged into a repeater that you use?\nCustomer: It’s just a big box\nCustomer: The time in cameras is wrong and it’s aggrvating\nCustomer: Hello?\nHuman Agent: Yes I am here, can you send me the Box your talking abouts Model and ID number? this will be on the sticker, if you can send a pciture of the sticker that would be better.\nHuman Agent: Based on the issue, I believe the \"box\" may be whats changing the date and time on the cameras potentially, I will look it up once i have the Model and ID to see how on this model to change the date and time."]
["Customer: I had an old account that I couldn't remember password for. Made new account. Cameras are saying they can't be linked because they are on old account\n\nCustomer: We can't remember password to old account\nCustomer: Can't remember user name either\nCustomer: We can't remember user name to get into account to remove them\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What are the IDs of your cameras? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \nCustomer: Zk8-bfs23nm\nCustomer: Hello?\nCustomer: -1\nCustomer: Could I get some help please\nHuman Agent: Hello, that is not the ID. As I mentioned the ID will likely begin with ZMD. It will not have any dashes. \nCustomer: Zmd14bsda236612\nHuman Agent: Thanks. This is bound to a phone number ending in 002, is that something you still have access to?\nCustomer: The phone? Yes have access to the phone\nHuman Agent: Okay, you would want to log out of this email account then and then log back into your phone number account where the cameras are located. \nCustomer: It is saying forgot password. Then there is a verification code where there is a get it button, but nothing happens when I push the button\nHuman Agent: If you choose forgot password, you would enter the phone number, new password, then hit get it to have a text send to that number with the verification code."]
["Customer: Troubleshooting\nCustomer: my account is sharandrew@comcast.net my passwords are not working. 3 people on account access unavailable to them get it to work\nCustomer: cant get into my account\nCustomer: agent to connect\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. If you're unsure of the current password, you may choose the forgot password option when logging in to reset it via your email."]
["Customer: I’m trying to set up two cameras that were in use at my house and I have moved and they say they are in use by another account can you fix this for me please \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device IDs of the cameras you are trying to set up? The ID starts with ZMD and it can usually be found on a sticker the bracket or camera under a barcode.\n\nCustomer: They have always been my cameras\nZMD14D2DA296242\nZMD14DRDA214021\n\nHuman Agent: These cameras are linked to an email starting with li*******@live.com, do you recognize this email and do you have access to this email? \nCustomer: Loretta and Eddie Bowling \neddiebowling@hotmail.com\n606 213-5886\nI think that may have been my niece she had procession of the camera during my move and tried to set it up but couldn’t because she had 5g \nPlease delete these off her account and back on mine please \nHuman Agent: Do you have the purchase receipt for the cameras that you can send me a picture of? \nCustomer: I don’t know if I can find the receipt or not but I bought them from Amazon years ago. I have around five or six more set up now \nCustomer: D/static_file/4ec1b49c10_1_20241025132633.png\nCustomer: D/static_file/408c601868_1_20241025132823.png\nCustomer: D/static_file/eb8e591a43_1_20241025132837.png\nHuman Agent: One moment \nHuman Agent: Try to add them one more time \nCustomer: Okay thank you \nHuman Agent: You're welcome, is there anything else we can help with today? \n\nCustomer: Working! Thank you!!\nHuman Agent: Happy to help. Do you have any other questions?"]
["Customer: Troubleshooting\nCustomer: I can't see my camaras in May cellphone \nCustomer: Troubleshooting\nCustomer: My cellphone sad ni divise\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: You need the number?\nHuman Agent: Yes, could I have the Device ID of the camera? If you see no devices on your account, then you may have used a different account to setup your camera.\nCustomer: Zmd15jf14253885\nHuman Agent: It looks like the camera is setup on a phone number account, *******193.\nCustomer: Yes but I don't get that phone number no more\nCustomer: I have 2 divise under that account \nCustomer: Can you reconnect for me please \nHuman Agent: There are three cameras on the account. It looks like you are currently contacting us from an email address that matches the contact email on the account, so I can unbind the devices on the account so that you can set them up on a new account.\nHuman Agent: There is also a subscription on one of the cameras. I would strongly recommend you cancel the subscription through your Google account as you would not be able to change it or edit it if you want to in the future.\nCustomer: Yes please\nHuman Agent: The cameras are unbound from the account. You can now try to add them to your new account with a LAN Search in your app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: Ok"]
["Customer: Phone number\nCustomer: Agent\nCustomer: Thank you\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How can I assist you today\nCustomer: Thank you, solid blue can't add device, says already allocated to another account ZMD13HND9001647\nCustomer: Model ZH-IXU1F-W\nCustomer: FCC ID : ZK8-BFS23NM\nCustomer: I tried several combinations of email and passwords and still can't add device\nHuman Agent: Okay, let me look up that device here/\nCustomer: Thank you\nHuman Agent: This device is currently bound to another account, it looks like this account was made with a phone number, I cant give you the whole phone number but it ends with 84, are you able to login to that account instead?\nCustomer: It's my phone number\nCustomer: Is not allowing me to add the device\nCustomer: Same phone number, I'm the only owner of the zmodo camera\nHuman Agent: Okay, its not letting you add the device becasue its already on the account you made with your phone number, You are currently logged into an account with an email not the phone number.\nCustomer: When I put the phone number and password is still not letting me add the device\nHuman Agent: you would log out form this account and login with your phone number instead\nHuman Agent: the device is already on the account, you wont have to add it.\nCustomer: I tried that also, is not letting me add the device\nCustomer: Add in the app to get the camera working\nHuman Agent: I dont think you are fully understanding. \nCustomer: The app asks to add a device\nCustomer: When I open the app it ask for a device\nCustomer: Ok\nHuman Agent: right now, you are contacting me from an account you created with the email marcelahincapie.mh@gmail.com. This account is not where the camera is tied to, it is tied to an account with your phone number. Log out from this account then login with your phone number instead to view the camera.\nCustomer: Ok, I will try that. Thank you.\nHuman Agent: Okay"]
["Customer: Agent \nHuman Agent: How can I assist you?\nCustomer: Hello I’m trying to recover my account but I’m not receiving emails to reset my password \nHuman Agent: What is the email address for the account that you are trying to reset the password for?\nCustomer: eliizabethh_94@yahoo.com is the username email \nCustomer: And I have a different one as contact email \nHuman Agent: Alright, and which email inbox are you looking for the email in?\nCustomer: Both but when I tried resetting my password with contact email it said user not found or something like that \nCustomer: Is supposedly sending it to my yahoo email but I’m not getting the emails \nHuman Agent: Yes, you would need to enter the email address that you use to log in to the account, not the contact email. So are you in the eliizabethh_94@yahoo.com inbox right now? Or are you in your contact email inbox?\nCustomer: Yahoo mail \nCustomer: Can you give me a temporary password ?\nHuman Agent: No, I cannot reset your password or give you a temporary password. Can you check the Spam or Junk folder for that email address?\nCustomer: Yes and nothing \nCustomer: Can you change the username email?\nCustomer: What can another option be?\nHuman Agent: No, the email on an account cannot be changed. I sent you an email to see if you can receive emails from another source. Our support email is different from the password reset system.\nCustomer: Ok let me check \nCustomer: Yes that one I did get \nHuman Agent: Okay, then lets have you try going to the web app to reset your password instead of the mobile app. You can go to user.zmodo.com and click on Forgot Password.\nCustomer: Ok let me try it \nCustomer: No, I’m not getting the email \nHuman Agent: Can you try refreshing it and checking your Spam folder again, as well?\nCustomer: Yes I did and nothing \nHuman Agent: If that does not work, then I can send an Unbind Request email to the email address on the account. Then I would need a reply to that email giving me permission to remove the devices from the account. Once they are removed from the account, you can create a new account and setup the cameras on the new account.\nCustomer: Will that account be deleted as well?\nHuman Agent: No, but I can send a separate email with the Data Subject Rights form that you can fill out and return so that we can delete the account.\nCustomer: Ok\nCustomer: Go ahead \nHuman Agent: I sent the Unbind Request email.\nCustomer: Do I reply on the email?\nHuman Agent: I would need a reply to the Unbind Request email giving me permission to remove the devices from the account they are on before I can unbind them so you can set them up on another account.\nCustomer: Did you receive the reply?\nHuman Agent: Alright, I have removed the cameras from the account. You can create a new account and then connect the cameras to the new account. The cameras will use the QR Code setup if they are not already connected to your Wi-Fi network. If they are connected to your Wi-Fi network, then you will use the LAN Search in the app.\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nHuman Agent: Lan Search Instructions:\n\nMake sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: Alrighty well thank you so much I’ll fill out the form and send it in \nHuman Agent: You're welcome.\nCustomer: That will be all thanks"]
["Customer: How do I reset my account. \nCustomer: My camera are on, but I can’t see it I rest set my password and not see my camera \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of one of the cameras you're trying to view? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: It’s ZMD 13H9D9002102\n                13G4D9001819\nHuman Agent: Thanks, it looks like these are both bound to an email based account where the email starts with ge and is at outlook.com, is that familiar to you?\nCustomer: Yes I want to delete it and keep yahoo.com\nHuman Agent: Do you have access to that Zmodo account or email currently?\nCustomer: Can you do have yahoo account I’m login on yahoo \nCustomer: I do have yahoo.com \nHuman Agent: In order to have the devices on the yahoo account, they must first be removed from the outlook account. In order to do that, I need to check on what options we have available which will depend on whether you have access to that Zmodo account or the email associated with it (the outlook account).\nCustomer: I have both accounts I had to change it before it says I had use an another another email why want stay with yahoo.com. \nHuman Agent: You may have your account under any email you wish, but currently the cameras are already on that other account so would need to be moved first. If you have access to the other email, I'll go ahead and email you in a moment and let you know once I have. It will be to request permission to remove the devices and move them to this account. One moment. \nHuman Agent: The yahoo isn't associated with the account the cameras are on. I've just emailed the outlook account to request permission to remove the devices, please reply there approving the unbind and I can then go ahead and move them over to this account. \nCustomer: Okay \nHuman Agent: Thanks, please let me know once you've replied to the email."]
["Customer: Hello I am contacting regarding 2 issues. I would like to confirm that the camera have been removed ZMD33JCE3248587 and ZMD33JCE3248627.\nCustomer: Connect me with an agent\nCustomer: Hello I am contacting regarding 2 issues. I would like to confirm that the camera have been removed ZMD33JCE3248587 and ZMD33JCE3248627\nCustomer: connect me with an agent\nHuman Agent: Hi my name is Wendy\nHuman Agent: ZMD33JCE3248587 & ZMD33JCE3248627 are connected to a phone number account ending in xx841\nCustomer: I am still here\nCustomer: I am speaking with another agent I think\nHuman Agent: Hi\nHuman Agent: my name is Wendy.  ZMD33JCE3248587 & ZMD33JCE3248627 are connected to a phone number account ending in xx841\nHuman Agent: The unbind message has been sent out for these 2 cameras, there has not yet been a reply though\n\nHuman Agent: as soon as the previous account approves the unbind or after 30 days with no reply we will be able to unbind the cameras for you"]
["Customer: Hola \nCustomer: En español \nCustomer: Es q quiero instalar la camara y n me deja porq la tenía con otro tlf y se me daño \nCustomer: Español \nCustomer: En español \nCustomer: Agente \nCustomer: Soporte en español \nCustomer: Hola \nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debería comenzar con ZMD y debería estar en una pegatina blanca en la cámara o en el soporte, normalmente debajo de un código de barras.\nCustomer: Lo q dice es modelo \nCustomer: Zh-ixy1s\nCustomer: Y más abajo \nCustomer: Fcc ID :zk8-bfs23nm\nHuman Agent: Es probable que la identificación del dispositivo esté en el soporte de esa cámara. ¿Hay una pegatina con un código de barras en el soporte de la cámara?\nCustomer: No es q n tengo la caja \nHuman Agent: No, no la caja en la que vienen las cámaras. Hay un soporte en el que está la cámara, ¿correcto? Es lo que sostiene la cámara.\nCustomer: No tienen nada \nCustomer: Es q ya tienen rato las cámaras \nHuman Agent: ¿No hay un soporte para las cámaras? ¿No hay nada que sostenga la cámara para que puedas inclinarla y colocarla en algo? ¿Puedes enviar una foto de la cámara?\nCustomer: Si tiene un soporte \nCustomer: Pero n tiene ningún papelito \nCustomer: D/static_file/ea1637c1e6_1_20241008131131.jpg\nCustomer: D/static_file/2fa7c31bab_1_20241008131133.jpg\nCustomer: D/static_file/fdc8e25e1e_1_20241008131136.jpg\nCustomer: D/static_file/1e42e4071c_1_20241008131138.jpg\nHuman Agent: Bien, parece que se ha quitado la etiqueta de identificación del dispositivo del soporte. ¿Conoce la cuenta a la que está vinculada la cámara?\nCustomer: El correo \nHuman Agent: Necesito información para usar para encontrar la cámara. Si no tenemos la ID del dispositivo, necesitaría la información de la cuenta que utiliza para iniciar sesión en la cuenta en la que está configurada la cámara.\nCustomer: La cuenta es una correo electrónico ese \nHuman Agent: Bien, ¿puedo darme la dirección de correo electrónico?\nCustomer: Ivanarodroguez@gmail.com\nHuman Agent: Gracias. ¿Tiene acceso a esa dirección de correo electrónico? ¿Puede recibir correos electrónicos en esa dirección de correo electrónico?\nCustomer: No lo tengo horita \nHuman Agent: Como esta cámara ya está vinculada a otra cuenta, puedo enviar una solicitud de desvinculación. Me comunicaré con la cuenta anterior y les solicitaré que eliminen la cámara de su cuenta; sin embargo, debo esperar 30 días para recibir una respuesta. Cuando reciba una respuesta o al final de los 30 días si no recibimos respuesta, desvincularé el dispositivo y me comunicaré con usted. ¿Cuál es el mejor correo electrónico para comunicarme con usted?\nCustomer: milagroshernan445@gmail.com\nCustomer: Y si te responden rápido se puede vincular \nHuman Agent: Enviaré la solicitud de desvinculación y le notificaré si recibimos una respuesta o cuando la desvinculemos después de 30 días si no recibimos una respuesta. ¿Tiene alguna pregunta?\nCustomer: Ok"]
["Customer: How do I call Support\nCustomer: How do I contact support to get my email address transfered\nCustomer: ?\nCustomer: I don't see a Me Tab\nCustomer: What is the email address for Support?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. In the app once it is open there should be a tab on the bottom right that says me, once you tap there then you would tap on your profile and enter in a contact email. \nHuman Agent: We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?"]
["Customer: I need ZMD 14E8E2228165 to be associated to my account. I lent it to my dad but he gave it back \nCustomer: Agent\nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I have a Zmodo camera that I lent to my dad but he returned it and I would like it to be associated to my account. He deleted it from his account but it still says it is associated with his account \nHuman Agent: Okay, are you able to send me the cameras ID number and Model so I can look the device up in our system, the ID number will start with ZMD.\nHuman Agent: This info I will need is on the cameras sticker \nCustomer: D/static_file/2d90df78d9_1_20250116130901.jpg\nCustomer: D/static_file/4ab492fa97_1_20250116130936.jpg\nCustomer: D/static_file/ad3a822329_1_20250116130955.jpg\nHuman Agent: One moemnt while I look up this device\nHuman Agent: It looks like this camera is still bound to an account it was not deleted. I cannot give you the whole account email but  I can give the first 3 letters and the domain, it is  email is myu*@alumni.princeton.edu\nHuman Agent: Do you recognize that email at all or have access to it to try and login to that account and remove it?"]
["Customer: Cómo puedo cómo le pongan la hora a las camaras\nHuman Agent: Hola, me llamo Grant. Puedes configurar la hora de cada cámara individualmente en la configuración del dispositivo. Pulsa \"Video en vivo\" de la cámara y luego el icono del engranaje en la esquina superior derecha. Pulsa los tres puntos en la esquina superior derecha. Pulsa \"Zona horaria del dispositivo\" para configurar la zona horaria de la cámara.\nCustomer: No puedo ponerlo en hora no puedo \nCustomer: Estoy hablando grant en espeñol\nHuman Agent: ¿En qué cámara tienes problemas para configurar la zona horaria?\nCustomer: Parte de atras\nHuman Agent: Bien, ¿puedes pulsar \"En vivo\" para esa cámara? Luego, pulsa el icono del engranaje en la esquina superior derecha. Luego, pulsa los tres puntos en la esquina superior derecha de la pantalla \"Ajustes del dispositivo\". Después, puedes pulsar \"Zona horaria del dispositivo\" y configurar la cámara en la zona horaria correcta.v\nCustomer: Quiero conectar mis cámaras a Alexas \nCustomer: Voy a tratar nuevamente \nHuman Agent: Conectar las cámaras a Alexa es diferente a configurar la zona horaria. Para ello, deberá acceder a la app de Alexa y acceder a \"Habilidades y Juegos\". Luego, busque Zmodo e inicie sesión con su cuenta y contraseña de Zmodo para conectar la cuenta a su cuenta de Alexa."]
["Customer: To delete your account, you will typically need to log into your account through the app or the web app at user.zmodo.com. Look for account settings or options related to account. \nI did the above could not find where to \ndelete my account any other way?\nHuman Agent: I will send an email with our Data Subject Rights form that you can fill out to the email on your account. You can complete the form and return it and then we will get your account deleted.\nCustomer: Ok"]
["Customer: I need help keeping someone watching my cameras on app\nCustomer: Customer service \nCustomer: Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Just to clarify what assistance you are needing so I don't give incorrect advice, do you need to ensure someone is watching your cameras, or are you wanting to take away someone's access to view the cameras on your account?\nCustomer: Take away access \nCustomer: They are under my username \nCustomer: I changed the password but it’s still letting them login without using the password \nCustomer: Are you there\nHuman Agent: Yes I am here, i apologize for the delay its just a little bit busy right now. \nCustomer: Hello\nHuman Agent: Normally a password reset will kick out anyone who has acess to the account, in very rare cases if you did the password reset while the other user is currently also logged in it can result in them still beign able to see the cameras. You can either reset the password again, or what I would personally recommend is creating a new account with another email and I can help you move the cameras from this account to the new account. Only thing you would need to make a new account is a different email from this one.\nCustomer: Ok let me get the email \nHuman Agent: Okay, Once you have created a new account, just let me know or if the chat times out at all contact us again from this same account here and we can assist with the move. We cant move the cameras until the new account is created and you let us know. \nCustomer: Mayharmarla@gmail.com\nHuman Agent: Okay one moment while I look up the new account for the info I need first to move the cameras.\nCustomer: Ok\nHuman Agent: It looks like there is not a new account in our system under that email. Did you log out from this account, make the new account on our app with the new email, then come back?\nCustomer: No let me do that\nHuman Agent: if you did not do that you would have to do that first to make a new account then come back after you make the new account and let me know so I can move them over. \nCustomer: Sorry I did it\nCustomer: Are you still there \nHuman Agent: Yes I am here, sorry for the delay.\nCustomer: The email address is mayharmarla@gmail.com\nHuman Agent: I will mvoe over the devices now from this account to the new account, once I have moved all of them I will let you know and have you check to make sure you can see all of the cameras good. One moment while I move them over.\nCustomer: Ok\nHuman Agent: I mvoed the devices now to the new account for you, I gave them the same names as they had previously but the order may be different, if this bothers you at all you can adjust this by clicking edit next to devices then clicking the 2-3 lines in the top right for sorting then click the three lines next to the cameras, hold down for a second, then drag to the order you desire. and save\nHuman Agent: Feel free to come back to this chat if you have any other questions or need further assistance. You can also start a new chat from the new account if you wish. \nCustomer: When you moved them over did it move over all of the videos also\nCustomer: The playbacks \nCustomer: Are you there\nHuman Agent: Yes I am here, let me check to see if theres any playback, one moment.\nCustomer: I just don’t want them to have access to anything \nHuman Agent: The playback would not be altered by moving the cameras from one accoutn to another, it will still be on the NVR for you to review\nHuman Agent: Only from the new account can that be viewed, if the other person ahs acess to this old account they wont see anything anymore.\nCustomer: Ok thank you \nHuman Agent: No problem, its been a pleasure assisting you today. Is there anything else I can assist you with or any other questions before we go?\nCustomer: I appreciate all of your help \nCustomer: No thank you. Have a wonderful evening \nHuman Agent: We appreciate you contacting us, Take care and stay safe, good night."]
["Customer: Necesito desvincular mis camaras\nCustomer: Sr traba la aplicación & no le permite hacer eso\nCustomer: Persiste el problema\nCustomer: Desvinculación de mis camaras\nCustomer: No es que las regale \nCustomer: Y para que puedan vincularlas a la nueva cuenta\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. Necesitaré buscar los dispositivos para ver a qué cuenta están vinculados primero. ¿Pueden enviarme todos los números de identificación y modelo de todas las cámaras? La identificación comenzará con ZMD o GSG, no con fccid.\nCustomer: Con mi cuenta \nHuman Agent: \nNecesitaré buscar los dispositivos para ver a qué cuenta están vinculados primero. ¿Pueden enviarme todos los números de identificación y modelo de todas las cámaras? La identificación comenzará con ZMD o GSG, no con fccid.\nCustomer: a mi cuenta\nCustomer: Mi correo\nCustomer: Zelda_torres@hotmail.com \nCustomer: FCC ID:ZK8-BFS23NM\nCustomer: ZMD14CNEC250425"]
["Customer: Set up\nCustomer: Change account to new email\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. If you're wanting to use a different email for everything such as logging in, you would need to create a new account instead."]
["Customer: Hola si me sale que dispositivo esta conectado a otra cuenta como hago para eliminar esa cuenta \nCustomer: Zmd13e8a1001491\nCustomer: Set up\nHuman Agent: Hola, mi nombre es Grant. Déjame echar un vistazo a la cámara. ¿Lo has configurado antes en otra cuenta? ¿O compraste o recibiste recientemente la cámara usada?"]
["Customer: Hello I need to remove two cameras from an existing account so I can add them to a new account.\nCustomer: I do not have access to the old account.\nHuman Agent: Hi my name is Wendy.  There are no devices to delete on this account.\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\n\nCustomer: I am trying to add the cameras to this account\nHuman Agent: Okay.  Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: ZMD17AFI8208296\nHuman Agent: ZMD17AFI8208296 is connected to cf----@gmail.com.  You don't have access to this other account?\nCustomer: ZMD17AFI8209064\nCustomer: No I do not have access to that account \nHuman Agent: Could you attach copies of your receipts for these 2 cameras?  \nHuman Agent: I should be able to unbind them with your receipts.\nCustomer: I did not buy them. An ex partner bought them via Amazon. He no longer has the cameras, I have the cameras. \nHuman Agent: I can contact the previous account on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous account. If the request is denied then I would need the original invoice for anything further.\n\nHuman Agent: Just let me know if you would like me to send out the unbind message for you.\nHuman Agent: *Keep the cameras unplugged from power until they can be unbound.\n\nWere you wanting me to send out the unbind message for you?"]
["Customer: Pick up where I left off you wanted a pic of the sticker my camera sucks but I double checked and here it is \n\nModel : ZP-IBH23-W\nFCC ID: ZK8-BFS23NM\n\nZMD13IGF8001642\nCustomer: I can't tell if it's an I or a number 1 \nThe zmd number (13?gf part)\nHuman Agent: Hello, you've reached customer care, my name is Kylie, I found the device, It is on another account that was created with an email, in our previous conversation I was able to find the device and started the unbind process, I sent an unbind request to the email the camera is currently tied to, if they respond giving permission or if after 30 days of no response I will be able to unbind the device. What is the best email to keep in touch and notify you when we receive a response or after the 30 days have passed?\nCustomer: cmiles12985@gmail.com\nHuman Agent: Okay, I took your information down for the unbind request. Is there anything else I can do to assist you today?"]
["Customer: Dint know my password\nCustomer: Dont know current password\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. To reset your Zmodo account password, please visit https://user.zmodo.com/changepwd\n\nYou'll be prompted to enter your registered email or phone number to receive a verification code, confirming your access to the account. Once verified, you can then proceed to set a new password.\n\nCustomer: Can't do it without my present password and I don't know it\nHuman Agent: To reset your Zmodo account password, please visit https://user.zmodo.com/changepwd\n\nYou'll be prompted to enter your registered email or phone number to receive a verification code, confirming your access to the account. Once verified, you can then proceed to set a new password.\nHuman Agent: You wont need the old password\nCustomer: Says no device then tells me connected to another account \nHuman Agent: Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD13CNCD000847\nHuman Agent: This camera is linked to a phone number ending in 294, do you recognize the number? \nCustomer: Yes my #\nHuman Agent: Okay you are currently signed in with doneva300@hotmail.com, so you would need to logout then login with that phone number. \nCustomer: Ok\nHuman Agent: Let us know if you have any trouble."]
["Customer: Buenas tardes\nCustomer: Para desvincular el dvr de otra cuenta\nCustomer: Spanish please\nCustomer: Agente\nHuman Agent: ¿Podría darme el ID del dispositivo DVR o NVR con el que está trabajando? Debería comenzar con ZMD y debería estar en una pegatina blanca en la cámara o en el soporte, normalmente debajo de un código de barras.\nCustomer: Para desvincular dvr y camaras de una cuenta\nHuman Agent: ¿Podría darme el ID del dispositivo DVR o NVR con el que está trabajando? Debería comenzar con ZMD y debería estar en una pegatina blanca en la cámara o en el soporte, normalmente debajo de un código de barras.\nCustomer: ID:ZMD13C689202265\nHuman Agent: ¿Tiene acceso a la cuenta en la que está configurado el sistema NVR? ¿O compraste o recibiste recientemente el NVR?\nCustomer: No tengo acceso\nCustomer: Me lo regalo un sobrino\nHuman Agent: Muy bien, ¿tiene alguna cámara que pueda configurarse en una cuenta? Si es así, ¿puedo tener los ID de dispositivo de las cámaras?\nCustomer: Si\nCustomer: D/static_file/a688fc9b97_1_20241001145000.jpg\nHuman Agent: La imagen que enviaste está borrosa y no puedo leerla. ¿Puedes intentar enviar otra foto?\nCustomer: Zmd1306cec01731\nHuman Agent: No hay una cámara con ese ID de dispositivo. ¿Puedes enviarlo nuevamente o enviar una imagen más clara del ID del dispositivo?\nCustomer: Zmd13ekd\nHuman Agent: ¿Puedes enviar el ID completo del dispositivo? Esa no es una identificación completa.\nCustomer: c922\nHuman Agent: ¿Puede enviar la identificación completa del dispositivo o enviar otra imagen?\nHuman Agent: Sólo necesito el ID del dispositivo de la cámara.\nCustomer: Zmd13ekdC229243\nHuman Agent: Bien, tengo la identificación del NVR y 1 cámara. ¿Tienes más que una sola cámara?\nCustomer: Si tengo 4\nCustomer: Zmd13ekdC229240\nCustomer: Zmd13dbde001731\nHuman Agent: Me has dado 3 cámaras, ¿tienes una última cámara?\nCustomer: Zmd13j8e6227862\nCustomer: Esas son los id de las camaras k estoy conectando\nHuman Agent: Como estas cámaras ya están vinculadas a otra cuenta. Podemos comunicarnos con el propietario anterior y solicitarle que elimine las cámaras de su cuenta; sin embargo, debo esperar 30 días para recibir una respuesta. Cuando reciba una respuesta o al final de los 30 días si no recibimos respuesta, me comunicaré con usted. ¿Cuál es el mejor correo electrónico para comunicarme con usted?"]
["Customer: My camera is on another account so I need to make it to where I can use it on my own acct \nCustomer: I have no access to the other account\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.\nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\n\nCustomer: Bought camera but says it's associated with another account. So am I gonna be able to use it\nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\nCustomer: ZMD57DR17900974\nHuman Agent: ZMD57DRI7900974 is connected to se----@gmail.com.  If you do not have access to this other account please unplug it from power until it can be unbound.\n\nDid you purchase the camera on eBay?\nCustomer: ZMD57DRI7900974\nCustomer: No.  \nHuman Agent: Do you have a receipt for the camera? or was it from a garage sale?\nHuman Agent: If you don't have a receipt for the camera, I can contact the previous account on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous account. If the request is denied then I would need the original invoice for anything further.\n\nHuman Agent: Just let me know if you would like me to send out the unbind email for you."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: I can't log into to zomodo on my new iphone \nCustomer: It says authentication failed \nCustomer: I have done that many times already \nCustomer: It works on my revvl 6x pro but not on my iPhone \nCustomer: It won't work on my iphone \nCustomer: How ,I have tried everything \nCustomer: Is there going to be a charge for this \nCustomer: Is it free help\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. What email are you trying to sign in with? \nCustomer: Ruthedwards601@gmail.com\nCustomer: I can't log in \nCustomer: It says the email has been taken, it's my email!\nHuman Agent: Okay can we try to change the password via the website at user.zmodo.com\nHuman Agent: It sounds like you are trying to sign up not login \nCustomer: I just changed it \nHuman Agent: Okay can you send me a picture of the login page \nCustomer: D/static_file/b9333049b1_1_20241021102558.jpg\nCustomer: I have tried both ways & nothing works \nHuman Agent: Tap on login  then enter the email and password. Please let me know the message you get?\nCustomer: D/static_file/33cbee9098_1_20241021102830.jpg\nHuman Agent: Okay that is generally a password issue. Do you mind if we help reset it from our end? \nCustomer: No please do \nHuman Agent: Okay you are going to get an email from meShare, with a 6 digit code. Please let me know those 6 digits\nCustomer: 351942\nHuman Agent: Okay try to sign in with the password abcd1234\nCustomer: It didn't work \nHuman Agent: I was able to sign in on the web app. Can you send me a picture of the sign in information\nCustomer: It still says the same thing \nHuman Agent: Okay can you uninstall and reinstall the app please?\nCustomer: I have done that many times \nHuman Agent: I understand but that was before the password was changed \nHuman Agent: If it still fails please send me a picture of of the sign in showing the new password. \nHuman Agent: Any luck?"]
["Customer: Troubleshooting\nCustomer: I changed WiFi at home and now my doorbell camera is very dark\nCustomer: -1\nCustomer: I don’t see options to adjust the brightness \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Changing the wifi information wouldn't impact device brightness. It could be related to light conditions there or you may also check to see if your doorbell has a brightness option by hitting live and checking if you can scroll along the bottom to a brightness option. Some devices will have a second page of options along the bottom including that. \nCustomer: D/static_file/89c5e9e53b_1_20241217112437.png\nCustomer: \n\nCustomer: D/static_file/3f977afb49_1_20241217112637.png\nCustomer: No adjustment option for brightness that I can find \nHuman Agent: If you have an option for it, it would be on the live view rather than this page. If you do not have one there, there would not be an option for that device to adjust brightness and it would purely be based on the brightness in the surrounding area. \nCustomer: Nevermind. I was able to scroll over and find the option. \nCustomer: Thank you for your assistance \nHuman Agent: Okay, wonderful. No problem, is there anything else I can help you with for now?\nCustomer: Not at this time. \nHuman Agent: Okay, have a good day!"]
["Customer: Speak to agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: I just wanted to know my camera is only connected to this account \nCustomer: ZMD11LE 45218842\nCustomer:  Wanted to make sure it’s not connected any other account\nHuman Agent: That camera is not on this account at all and is on a different account where the email starts with ad and it is at gmail.com. Is that familiar to you?\nCustomer: We still connected?\nHuman Agent: Our chat? Yes. Did you see my last message? I said \"That camera is not on this account at all and is on a different account where the email starts with ad and it is at gmail.com. Is that familiar to you?\". \nCustomer: No\nCustomer: Could you please delete the account\nHuman Agent: Do you have the invoice from the purchase of this device? \nCustomer: Yes\nHuman Agent: Okay, could you send a picture of it please?\nCustomer: D/static_file/4b3e4091ad_1_20250220154226.png\nCustomer: D/static_file/dee64a6054_1_20250220154410.png\nHuman Agent: Thank you. The device has now been unbound and you are free to set it up using the Zink setup. In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\nCustomer: I already received the items. It was shipped from usps\nHuman Agent: Okay. \nCustomer: This camera already been connected to WiFi do I need to reset?\nHuman Agent: The device is offline. What is the current indicator light status on the camera? I'll need to know color and whether or not it is blinking. \nCustomer: It’s blue\nHuman Agent: Is it blue blinking or steady?\n\nCustomer: Sorry for the confusion I gave the wrong model number\nCustomer: Here’s the correct number \nCustomer: Zmd14g3e2263065\nHuman Agent: That one is online and on your account. You have not shared it to any other accounts. \nCustomer: Ok thank you for confirming \nHuman Agent: No problem. Is there anything else I can help you with for now?"]
["Customer: How do I remove a phone number (person) from getting notifications \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Accounts would typically be tied to emails. Here it does not look like you have shared your devices to any other accounts so are you meaning that you want to turn off notifications for someone using the same account as you?\nCustomer: Yes. My mother in law is worried someone else is getting notified that was living with here.  \nHuman Agent: Okay, they would only have access if she had shared her account with them. You could potentially try to change your account password or move to a new account if you would like. If you would like to change the password, you can go to the Me section of the app, hit system settings, then reset password."]
["Customer: hello i cant access my account , log in info does not work \nCustomer: password change does not work Authorization issue\nCustomer: Agent\nCustomer: \"Agent\"\nCustomer: \"Agent\"\nHuman Agent: If you are getting an authorization failure, that means that the password is not correct. You can tap on Forgot Password to reset the password to log in.\nCustomer: can you please reset my account accossedted with this phone number \nCustomer: 3096310817\nHuman Agent: There is no account with that phone number."]
["Customer: Phone number \nCustomer: My device tells me its linked to another account\n\nCustomer: Costumer support number \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/61cc5d149a_1_20241030111722.jpg\nCustomer: Zmd17h9i7800192\nCustomer: Is that it? \nHuman Agent: Thank you. That camera is currently unbound, so you can try to add it to your account with a LAN Search in your app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nHuman Agent: Actually, it looks like there may be an issue with it. Let me check something. It is possible the previous owner deleted their account, and the camera is not allowing you to add it even though it is unbound.\nCustomer: Whats a LAN Search\nHuman Agent: I sent the instructions for it in the message right after. I will send it again. And please try the LAN Search and tell me what you see on the app when you do that.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nHuman Agent: So, I looked in to it on our end, and it is the issue that someone deleted their account without removing the device first. I have sent the camera information to our development team so that they can resolve that issue. We will notify you when it has been resolved. It may take some time to resolve that issue, so what is a good email address to notify you when it has been resolved?\nCustomer: This camera still does not let me connect all other 3 do\nCustomer: But thank you for the help it made things alot easier \nCustomer: wes_casanova@icloud.com\nHuman Agent: Thank you. Do you have any other questions?\nCustomer: No thank you i really apreciate the help \nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: Have you heard anything about my cameras I bought \nCustomer: No I was waiting for release from previous customer \nCustomer: Previous \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the device you're inquiring about?"]
["Customer: I have been given 4 Zmodo cameras and I’m trying to connect them to my WiFi network. I have an existing Zmodo app account. The cameras are blinking green. When I try to link them to my WiFi by providing the 2.4G name and password it fails. The cameras had previously been used with a different router. Am I doing something wrong?  \nCustomer: -1\nCustomer: I have provided full details. \nCustomer: I just reset my phone to be sure that is not an issue. These 4 cameras are using a different router than my other cameras. Is that an issue?\nCustomer: My other cameras are in a remote location using 2 different routers. So I cannot link to a common router. \nCustomer: Can I call someone?\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I have 4 cameras. The first is ZMD16EQ17519322\nCustomer: Do you need the other 3?\nHuman Agent: Yes, could I have the other Device IDs?\nCustomer: ZMD16EQ17518456\nZMD16E817202155\nZMD16F117204382\nHuman Agent: Thank you. Those cameras are setup on another account and would need to be unbound from that account first. Do you have an invoice or order information from the purchase of the cameras?\nCustomer: Lookin at these closer I think some of the 1’s should be capital i’s. I will type them again. \nHuman Agent: Yes, that is true, but I found the devices.\nCustomer: Thanks\nHuman Agent: Those cameras are setup on another account and would need to be unbound from that account first. Do you have an invoice or order information from the purchase of the cameras?\nCustomer: Long story. Owners live in China and want me to add them to my account to share with them. They were unable to access but are able to view my cameras when I share. I intend to return cameras to the original house and router but I was unable to take control of them yesterday. What do they need to do to release control to me?\nCustomer: I have the WiFi name and password at their residence but it still would not give me control. \nHuman Agent: Were you there at the residence when you were trying to setup the cameras?\nCustomer: Is the account under a telephone number?  One of the owners is in town. Can you call to verify?\nCustomer: I think it will be under telephone number (469) 980-9235. \nHuman Agent: I was asking if you were there at the location when you were trying to setup the cameras, because you need to be there with the Wi-Fi network that you are trying to connect the cameras to.\nHuman Agent: As these cameras are already bound to another account, I will contact the previous owner and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will contact you. What is the best email to reach you?\nCustomer: I was trying to set them up at my house but this will require me to change routers again at their house. I can go back to their house but will take 90 minutes. \nCustomer: So if they delete the cameras i will then have set up privileges?  Please text them this request. My email is da_simpson@yahoo.com.  Please include instructions on how to delete the cameras. Thanks!!!\nHuman Agent: I will send the Unbind Request to them. Do you have any questions?"]
["Customer: How do I active motion detection \nCustomer: Ok thank you. \nCustomer: Can I turn of sound for others but keep it on for me \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Do the other users have direct acess to the saccount as well or do you share the camera to another users account at all?"]
["Customer: When I tried to hold my phone in front of the camera that my sister set up, it would not read my phone. \nCustomer: Does that mean the camera will recognize 3 different phones with 3 separate accounts?\nCustomer: How do I access the camera that my sister set up? I just  hold my phone in front of  the same camera using my separate account? \nHuman Agent: Hi my name is Wendy.  I see (1) camera connected to this email ZMD19H3I8D44903 Mom’s Living Room\t.  Is this the camera you are needing help with?\nCustomer: The problem is that I have a different camera that I have already signed into with my own account. Is the only way for both of us to access these 2 different cameras since each one is signed in to a different account is for her to share with me and me to share with her?\nHuman Agent: Is it camera named Mom's living room? or a different camera?\nHuman Agent: You can share this camera with other people if you would like.\nCustomer: That’s my camera that I set up, but my sister has a different camera in another room that I want access to as well as visa versa.\nHuman Agent: She can share her camera with you.  \nHuman Agent: tap on the camera, tap on the gear shaped icon in the upper right, sharing management.  tap the plus sign and enter her email.  Choose which features you want to share and send.\nHuman Agent: She can share her camera with you and you can share your camera with her."]
["Customer: Troubleshooting\nCustomer: Hi \nI clean my camera and try to update this is the screen shot \nCustomer: Yes\nI have 8 camera and I only update 5 the other 3 is no update possible for the 17…..\n\nCustomer: How to update the software \nCustomer: No update possible \nCustomer: It is possible to speak to a tecnician\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Correct the 16.6.2.14 camera are at the latest firmware version \nHuman Agent: They are different firmware lines \nCustomer: D/static_file/856b749942_1_20241029095017.png\nCustomer: This is \nHuman Agent: Correct the 16.6.2.14 camera are at the latest firmware version, They are different firmware lines. \nCustomer: I can’t update\nHuman Agent: Are you seeing my messages? \nCustomer: Yes \nWhen I go to the camera is no update to press\nHuman Agent: Because there is not an update they are 2 DIFFERENT firmware lines \nHuman Agent: They will not update to the same firmware they are different. \nCustomer: How can’t be 2 different update \nHuman Agent: Because they are 2 different firmwares. \nCustomer: When I purchase the 8 camera you company send to me 5 camera whit regulate software and 3 cameras old version \nCustomer: I purchased the camera same time \nHuman Agent: They are not older cameras. The cameras are produce on different firmware lines. \nCustomer: Way send a different lot of camera\nHuman Agent: That I dont know as we do not manage the shipping sides.  But the cameras will be the same, they have the same features. \nCustomer: Ok now I have 5 cameras whit different software and 3 old software \nIt been 6 months from my purchase and now I can’t return\nHuman Agent: It is not old software, they are update at the same time as the 17.4 cameras \nCustomer: I change my older wired camera to a WiFi new camera and I’m very disappointed from the company\nHuman Agent: I am not sure how to further explain that you did not receive cameras with old software. We have multiple firmware running on cameras at once. \nHuman Agent: There is cameras running firmwares starting with  17.5, 17.7, and 17.10 cameras \n\nHuman Agent: All 5 lines are updated if there are updates needed \nCustomer: Yes only 3 camera run on 16….siftware\nHuman Agent: Yes and what I am saying is the firmware really does not matter as updates are done as needed. \nHuman Agent: In the last 6 months have the cameras on firmware 16 function different than the ones on 17?\nCustomer: Yes take time to video sho upload \nHuman Agent: Sorry I am not sure what you mean could you further clarify? \nCustomer: Yes on the 5 camera's the video is instantaneous and the outer 3 cameras take a lot time to upload video\nHuman Agent: Are all the cameras at the same location? \nCustomer: Very close \nHuman Agent: Are they connected to the same router? \nCustomer: Yes the router is like 25 feet away \nHuman Agent: Okay currently 2 of the 16.6.2.14  cameras are offline \nCustomer: Yes\nHuman Agent: For this test, can you make sure your phone is connected to your home’s 2.4 GHz wifi network. Then go Google and search “speedtest” tap on run speedtest in blue. Please let me know what you get for Ping, download, and upload.\n\nCustomer: Ok I will ck leather Imat work now\nHuman Agent: Okay \nHuman Agent: We will be here till 6PM CST \nCustomer: This is my test"]
["Customer: how can i take off someone from my account\nCustomer: agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need the cameras ID number to look it up to see what kind of account it is bound to first, The ID number will be on the cameras sticker and start with ZMD\nCustomer: here\nCustomer: trying to find numbrs\nHuman Agent: Okay\nCustomer: cant find cameras \nCustomer: number \nCustomer: 16LGI7500789\nCustomer: hello are you there\nHuman Agent: Yes I am here, Let me look up this cameras ID number now\nHuman Agent: Is this the only camera that you have that is bound to another account or are there more?\nCustomer: 4 cameras total\nHuman Agent: Okay, I will need each cameras ID number to make sure they are all on this account. For removing them I would send an unbind request for the devices and if they respond with approval or is after 30 days of no response have passed I will be able to unbind the devices and notify you. I will need all the cameras ID to make sure they are all indeed on one account, as if they are not and there are multiple accounts I would need to send an unbind request for each account. \nCustomer: I cant take them off without them knowing?\nCustomer: im tying to take off my ex \nHuman Agent: That is not possible unless you have the original invoice from the purchase of the caemras, if you have that we can also use that for the unbind if the information matches the devices. \nHuman Agent: Reguardless, because you are trying to do an unbind the devices we still notify the other account, its a safety precaution.  \nHuman Agent: I sent the unbind request now to the email the cameras are bound to, it looks like there are a total of 4 devices tied to the account, unless you believe there to be more cameras you can send me the cameras ID and I can confirm that they are on this account or not. \nHuman Agent: Ah, I realize, you are contacting from the account the cameras are bound to. Your email misael_lzo@hotmail.com is the email I sent the unbind request to.\nHuman Agent: Is this your email? if so if your ex is currently just logged into this account, you can change the password and it will log them out, without the new password they will be unbale to log back in."]
["Customer: My zmodo account is really messed up\nCustomer:  My Zmodo account is messed up\nHuman Agent: Hello, you've reached customer care, my name is Kylie. can you elaborate more\nCustomer: For some reason, my zModo app will not allow me to log into my Zmodo account\nHuman Agent: Okay, right now you are logged into an account, is the other account created with a different email?\nHuman Agent: the email you are using for this account is litlfeat@gmail.com\nCustomer: No, I am using my iphone\nHuman Agent: what is the email you are trying to use to login?\nCustomer: The email address above is correct for my Yamoto account as well as my other account I use for the zModo camera\nCustomer: The same, litlfeat@gmail.com\nHuman Agent: Okay, what app are you using currently to reach out to us? because on my end it shows your contacting us from the account you made with the email litlfeat@gmail.com but doesn't tell me which app you are reaching out to us from, we have several app users. \nCustomer: Signed in on my iPad, but I can’t seem to sign in on my iPhone\nCustomer: I use the same email Addy for both as well, as well as my password that is no longer working.\nHuman Agent: Okay, are you able to delete the ZModo app and reinstall it again then try to login?\nCustomer: I’ll delete the app on my iPhone and reinstall and see if that makes a difference\nHuman Agent: Okay, if that does not work you may need to reset the password in order to login again. \nCustomer: I need to make a new password for the zModo app on my phone\nHuman Agent: resetting the password for the account on the phone also resets it for whatever other device is also logged into it, you would just log in with that reset password on all devices. \nCustomer: It hasn’t sent me a verification code to my own email account\nCustomer: are you still there?\nHuman Agent: sometimes the verification code can go to spam, make sure there are no typos in the email and that you use the account email litlfeat@gmail.com"]
["Customer: Set up\nCustomer: How\nCustomer: Okay I'm trying to set it up and the light is blue on the camera and it won't find anything I can't get to the settings to reset it I can't do anything can you help me\nCustomer: Yes\nCustomer: Set up\nCustomer: I don't know how to set this camera up it needs reset it was on somebody else's network and I don't know whose network it was on I got the ID number but I still can't get the camera to work it's solid blue\nCustomer: This camera does not have a reset button\nCustomer: How do I do it because I've tried every way listed on your guys's website and still I cannot get it to reset\nCustomer: I get into my account it's not that it's the camera itself it needs reset and I don't know how to do it\nCustomer: Is there a live person I can talk to because apparently you're not understanding I told you it don't have a reset I told you I don't know how to do it and you keep telling me to put the reset button\nCustomer: Agent\nCustomer: Hello\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're setting up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Zmd16lg17553417\nCustomer: Hello\nCustomer: Agent \nHuman Agent: That does not show in our system. Could you try sending an image of the ID sticker please?\nCustomer: It not on sticker \nCustomer: D/static_file/8b251fa7df_1_20241104104531.png\nCustomer: D/static_file/2227df8df3_1_20241104104534.png\nCustomer: Are u there\nCustomer: Agent \nHuman Agent: That seems to be ZMD16LGI7553417. It seems it is already bound to another account starting with ga which is at yahoo.com, is that familiar to you?\nCustomer: No I got the camera from a friend I payed 20 bucks for it\nCustomer: Agent \nCustomer: Agent \nCustomer: Hello\nCustomer: I am trying to rest it to use it\nCustomer: Can u help me\nCustomer: Agent \nHuman Agent: It would need to be unbound from their account before it can be added to another account. I will reach out to the previous owner to request permission to unbind the device. They will have 30 days to reply. If they reply and approve or if 30 days passes with no reply, the device will be unbound. If they reply and deny the request, we would not be able to proceed. In either case I'll follow up with you once the process has finished. Is lizshaun38@gmail.com good to reach you on?\nCustomer: Yes or text 7855773628\nHuman Agent: Okay, we'll follow up via the email once the process has finished. Is there anything else I can help you with for now?"]
["Customer: My account not working on my new phone\nCustomer: Account binding how do I transfer to new phone \nHuman Agent: Hi my name is Wendy.  \nCustomer: That's not working \nHuman Agent: I think I chatted with you earlier.  Your cameras are connected to your phone number right?\nCustomer: Its not working with my numbet\nHuman Agent: What phone number are you logging in to the app with?\nCustomer: 2672781345\nHuman Agent: What happens when you login with your phone number?\nCustomer: Cant connect \nCustomer: Not authorized \nHuman Agent: You haven't logged into the app with your phone number yet?\nHuman Agent: If you forgot the password, please reset it\nCustomer: I tried\nHuman Agent: On the login screen tap on \"forgot password\" you will get a reset verification code sent to your phone number to reset the password\nCustomer: It won't allow me\nHuman Agent: What do you mean it won't allow you? On the login screen tap on \"forgot password\" you will get a reset verification code sent to your phone number to reset the password\nHuman Agent: You  have to reset the password for your phone number account not your email\nCustomer: I will try it again \nHuman Agent: ok\nCustomer: Its saying authentication failed\nHuman Agent: It is saying authentication failed when resetting the password?\nCustomer: Yes\nHuman Agent: Can you provide a screenshot of how you are trying to reset the password?\nHuman Agent: Usually you should only see an authentication failed message when entering the wrong password when trying to login not when resetting the password.\nCustomer: D/static_file/4bb8ce1d70_1_20250214112435.jpg\nHuman Agent: D/static_file/0c239fdc4c_1_20250214112507.png"]
["Customer: Hi Mira I just took ownership of a property and I noticed that there is two Zmodo cameras set up on my property and I was wondering how I could go about gaining control of them. \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What are the IDs of the cameras on your property? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: How do I download an entire day to my computer?\nCustomer: I don't have any options to download .. I am logged in on the computer\nCustomer: I am using the meShare Web App\nCustomer: I am logged in, but unable to download an entire day\nCustomer: I am on a Mac .. what permission am I looking for?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. On the web app there is not a way to save one clip that is footage for the whole day.\nCustomer: This isn't very helpful as you app does not show a download all option .. my Mac settings would not have anything to do with you app having a download all option\nHuman Agent: The longest length of clip you can create at a time on the web app is 10 minutes, you can take multiple 10 minute clips manually of the whole day but unfortunately there is not an option to take one clip for the whole days footage.\nCustomer: So Mira has just been taking me in a circle unnecessarily?\nCustomer: Horrible customer service  😑 \nHuman Agent: Mira is an AI chatbot not a real person \nCustomer: Still took me in circles unnecessarily chat both or not\nCustomer: *chat box\nHuman Agent: They can make Mistakes unfortunately, with your specific question it appears the Developers have not traines the AI enough on what to do when customers ask very niche questions about the web app. In the future what I would recommend if your not getting the advice you are wanting or your not seeing what the AI is telling you is to ask for a live rep by saying Agent into the chat.\nHuman Agent: Are there any other questions you have for me before we go today that I can assist you with?"]
["Customer: How do I sync my new phone to my current cameras?\nHuman Agent: Hi my name is Wendy.  You would want to login to the same app account that you do on your old phone\nHuman Agent: I don't see any devices connected to email offensekiller@gmail.com.  Please provide the device ID on one of your cameras. Check the sticker on the device, which might start with ZMD or GSG.  \n\nCustomer: Thank you I’ll try that\nHuman Agent: you're welcome"]
["Customer: I can no longer receive mail at the email address I had with you. You don't seem to recognize my phone number. I am in a locked out situation and I can't seem to resolve it. I need an 'Agent\" everything is blocked. \nCustomer: \"Agent\"\nCustomer: thank you\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Was the account you had created made with a phone number or an email?\nCustomer: I am not sure I think I have changed both since I started with you. I do have my account number if that will help\nHuman Agent: once an account is created, it cannot be changed. I can look up the account with the account number though.\nCustomer: 21069588\nHuman Agent: it looks like this account was created with an email. Do you not have access to the email anymore?\nHuman Agent: The email is bo******@comcast.net\nCustomer: I believe it was Boujha45@comcast.net but I no longer have that one. \nCustomer: my new email address is bullockssara77@gmail.com\nHuman Agent: Okay, and you do not remember the password at all to try and login with that email to the account?\nCustomer: I tried but it did not recognize the password\nHuman Agent: Okay, only way we can remove the devices is to go through the unbind process if you do not have access to the account. This can be done in two ways, 1 is for me to send an unbind request, if we receive a response of approval or if after 30 days of no response occurs then I would unbind them and notify you. 2nd way is with the invoice from the purchase of the cameras. Do you have the invoice(s) at all?\nCustomer: Oh my goodness, this is getting worse and worse.... I purchased these cameras years ago, I am sure I no longer have the receipt, but give me a minute to check one place\nHuman Agent: Okay\nCustomer: no I did not find them\nHuman Agent: Okay, without the invoice the only other option is to do the unbind request, I will work on sending that now, one moment. \nCustomer: I do not want to remove the cameras, the problem is that I was moving the little icoms around on my phone and some how accidentally deleted my Zmodo app\nCustomer: ions\nHuman Agent: If you are unable to login to the account, and cannot reset the password to get in then the only option is to remove the devices so you can add them to another account instead. \nCustomer: remove them for where?\nCustomer: You mean to start over with a new account?\nHuman Agent: yes, but the caemras can only be bound to one account, so you would make a new account and add the cameras, but it will not let you as it is right now. We have to unbind the cameras and remove them from the previous account first so that you can add them to the new account. \nCustomer: Okay, I wish there was an easier way. I am sooo frustrated at the moment\nHuman Agent: I sent the unbind request now, if we receive a response or if after 30 days have passed then I will send you a message to let you know of the unbinding. After that you will then be able to move the cameras to a new account. I will notify you on bullockssara77@gmail.com email, just be sure to keep an eye on your inbox, sometimes the messages can go to spam. \nHuman Agent: If you find the invoices at all you can always message us again with that info to speed up this unbind process. \nCustomer: I  wish I could just change my email address with you and see if I could log in.Can we try?\nCustomer: 30 days is a very long time\nHuman Agent: No, like I said, there's no way to change the email once you create an account. You may try to see if you can get logged in, if you are able to login you can then delete the cameras yourself so you can then move them to a new account. \nCustomer: of course my info must match on your end for me to be able to log in\nCustomer: okay\nHuman Agent: Okay, Is there anything else I can assist you with before we go?\nCustomer: Have a good day\nHuman Agent: You as well"]
["Customer: Hablas español\n\nCustomer: Olvidé mi cuenta y necesito configurar mis cámaras a una nueva cuenta son modelo ZP-IBT15-W\nCustomer: Como puedo contactarme con el agente, no tengo recibo las compré hace 4 años\nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon. ¿Cuáles son los ID de los dispositivos que estás intentando configurar? La identificación debe estar en una etiqueta en el dispositivo o en su soporte, no tendrá guiones y generalmente comenzará con ZMD o GSG.\nCustomer: ZMD33E9E8254432 ZMD33E9E8254358 ZMD33E9E8254442\nHuman Agent: Thanks. It looks like these are bound to an email based account where the email starts with si and it is at yahoo.com, is that familiar to you?\nCustomer: Soy un amigo de la familia, me pidieron ayuda con las cámaras. Cerraron la sesión en su tablet y no recuerdan el correo ni la contraseña... Intentamos crear una nueva cuenta \nCustomer: Requiero ayuda con el reset\nHuman Agent: Pido disculpas por que el último mensaje no esté en español. Si conocen el correo electrónico para el que proporcioné la pista y tienen acceso, podrían restablecer la contraseña. De lo contrario, puedo enviar una solicitud de desvinculación para solicitar permiso para desvincular los dispositivos. El otro correo electrónico tendría 30 días para responder. Si responden y aprueban o no responden en 30 días, los dispositivos quedarían desvinculados. Si responden y niegan la solicitud, no podremos continuar. En cualquier caso puedo hacer seguimiento una vez finalizado el proceso. ¿Josecmoralesp@gmail.com es bueno para comunicarnos con usted para eso?\nCustomer: Si... Está bien para mi. \nHuman Agent: Bien, envié la solicitud y haré un seguimiento una vez que haya finalizado el proceso. ¿Hay algo más en lo que pueda ayudarte por ahora?\nCustomer: No...gracias \nCustomer: Es todo\nHuman Agent: Ningún problema. Que tengas una buena tarde."]
["Customer: How do I get live footage now that the format has changed?\nCustomer: Where is it? Not in my screen!\nCustomer: Where is the live button?\nCustomer: -1\nCustomer: The live button isn’t there!\nHuman Agent: Hi my name is Wendy.   you can view the live feed at the top of the screen\nHuman Agent: You can scroll through the cameras that are listed right under the bigger screen that shows the live feed of one of the cameras\nHuman Agent: D/static_file/071c071298_1_20240913165415.png\nHuman Agent: https://www.youtube.com/watch?v=9YLVLpOwdpM"]
["Customer: Im setting up my camreas and they say there still linked to the previous persons account \nHuman Agent: Hi my name is Wendy.  Could you please let me know the device IDs on the cameras?\nHuman Agent: The device IDs will be listed on stickers on each camera and start with ZMD or GSG\nCustomer: D/static_file/9505c2da0d_1_20241031154934.jpg\nCustomer: D/static_file/1adcf96ced_1_20241031154959.jpg\nHuman Agent: ZMD16EQI7525537 & ZMD16EQI7509259 are connected to la---@gmail.com -do you have access to this other account email? or did you just purchase the cameras?\nCustomer: I just purchased them from my moms friend lauralie \nHuman Agent: I will contact the previous account on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous account. If the request is denied then I would need the original invoice for anything further.\n\nI will follow up with you by email after the device/s have been unbound.\n\nCustomer: Ok"]
["Customer: Hi, my name is Astrid. Iwrite from Germany , so please exuse poor English.we have deleted a group of cameras from our app by mistake and now we are no longer able to revise them. We still see the cameras in the app but can't rename them or switch to nightwatch. Please help us to resolve our problem.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Would you prefer to speak in english or would you rather speak in german? I can easily use google translate to comunicate better with you if you prefer for support.\nCustomer: If possible please germn :-)\nCustomer: Die app sagt uns, dass die Kameras an ein anders Konto gebunden sind aber es gibt kein anderes Konto. \nHuman Agent: Okay, für dieses Problem habe ich nach dem Konto gesucht und es sieht so aus, als ob bei dem Konto, von dem aus Sie mich kontaktiert haben, keine Geräte direkt daran gebunden sind. Alle Geräte werden für das Konto freigegeben. Beim Umbenennen von Kameras muss das Hauptkonto derjenige sein, der den Gerätenamen ändert, und nicht das Konto, für das die Kameras freigegeben werden. Der Name der bereits freigegebenen Person wird jedoch leider nicht geändert. Dies ist ein Fehler, den wir gemeldet haben Entwickler haben viele Probleme, sind aber nicht in der Lage, das Problem zu lösen. Um dies zu umgehen, müssten Sie jede freigegebene Kamera aus diesem klatt-kfz-service@web.de-Konto löschen und dann den Maina-CCoutn veranlassen, eine weitere Freigabeanfrage zu senden. Sobald Sie diese akzeptiert haben, müssen die Namen dieselben sein wieder.\nCustomer: Es geht um die Seriennummern ZMD13GAE6001329, ZMD13GAE6001482, ZMD13GAE6002245, ZMD13H8DC271483, ZMD14JHH1001269 und ZMD14JHH1002580. \nCustomer: Yes, still there. We are currently following your proposal.\nHuman Agent: Ja, die Kameras sind nicht an das Konto gebunden, von dem aus Sie gerade Kontakt aufnehmen. Ich kann Ihnen nicht die gesamte E-Mail nennen, da es sich um vertrauliche Informationen handelt, aber ich kann Ihnen die ersten drei Buchstaben und die Domäne nennen, die E-Mail-Adresse, an die alle Kameras derzeit gebunden sind und waren /sind mit diesem Konto von kla**************@t-online.de geteilt\nHuman Agent: Erkennen Sie diese E-Mail überhaupt?\nCustomer: Yes, this is an old one. Can we change the whole thing to the the kl......@web.de?                               \nCustomer: The cameras are back again but der NVR  ZMD13CHE5001393 ist still not working sincs it is still on the old domain.\nHuman Agent: Wenn Sie sagen, dass der NVR im Moment immer noch nicht funktioniert, liegt das daran, dass Sie von diesem Konto aus oder vom Hauptkonto aus Kontakt aufnehmen, mit dem, was ich zuvor erwähnt habe, dass es nicht funktioniert?\nCustomer: kl...@t-online.de is the domain of the former owner of the company and we have no idea how long this domaine can be used in future. Is there any chance to switch the whole installation to our new kl...@web.de domain?\nCustomer: unfortunately we do not have access to the t-online domain\nHuman Agent: Wir haben einen Prozess zum Entfernen und Hinzufügen von Geräten, damit sie anderen Konten hinzugefügt werden können. Um das Gerät zu entfernen, müssten wir den Entbindungsprozess durchlaufen. Dies kann entweder dadurch erfolgen, dass ich eine Aufhebungsanfrage an die E-Mail-Adresse der Kameras sende NVR ist daran gebunden, dass wir eine Genehmigungsantwort benötigen oder mindestens 30 Tage warten müssen, bevor wir die Bindung aufheben können. Oder es gibt eine andere Möglichkeit, die Verbindung aufzuheben, und zwar sofort mit der Rechnung. Wenn Sie mir einen Screenshot oder ein Bild der Originalrechnung schicken können, kann ich die Geräte damit entbinden, wenn sie ausgecheckt werden.\nCustomer: please send the e-mail. We'll get in touch withe the former owner. With that he can answere immediately. Thus we can have a new start.\nCustomer: please send the e-mail. We'll get in touch withe the former owner. With that he can answere immediately. Thus we can have a new start.\nCustomer: Thank you very much for your great support. Have a nice day. With best regards from Germany, Astrid \nHuman Agent: Okay, kein Problem, ich werde die Aufhebungsanfrage senden. Wenn ich eine Antwort erhalte oder wir aus irgendeinem Grund an diesem 30. Tag 30 Tage warten müssen, würde ich Sie über den Status der Anfrage informieren. Die E-Mail-Adresse, die Sie hier haben, ist klatt- kfz-service@web.de am besten, um in Kontakt zu bleiben?\nCustomer: YES, we are incredible thankful :-)\nCustomer: Bye for now\nHuman Agent: \nGroßartig, auf Wiedersehen."]
["Customer: Como eliminar la cuenta \nCustomer: Agente \nCustomer: Como eliminar la cuenta de zmoda\nHuman Agent: Le enviaré un correo electrónico con nuestro formulario de Derechos del interesado que puede completar al correo electrónico de su cuenta. Puede completar el formulario y devolverlo y luego eliminaremos su cuenta.\nCustomer: \"Agente\"\nCustomer: Cuanto tiempo   s3 d3mora el formulario  para eliminar  la cuenta \nHuman Agent: Una vez que responda con el formulario completo, lo reenviaré y generalmente se elimina ese mismo día o el día siguiente.\nCustomer: No me a llegado el formulario \nHuman Agent: Envié el correo electrónico a la dirección de correo electrónico de su cuenta hace unos 5 minutos. Querrás actualizar tu bandeja de entrada, revisar tu carpeta de spam o basura. Si tiene más de una dirección de correo electrónico, asegúrese de estar mirando la dirección de correo electrónico correcta."]
["Customer: Delete account \nCustomer: Agent \nCustomer: Agent\nCustomer: I want to delete my account \nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you wanting to delete some cameras from the account, or delete the account itself from the system?\n\nCustomer: Account from system \nHuman Agent: Okay, to delete the account from the system, you would have to fill out the account deletion form and send it back to me to be processed and completed. What is the best email for me to send you that form?\nCustomer: dhendren1980@gmail.com\nHuman Agent: Okay, One moment.\nHuman Agent: I sent you the form now. \nHuman Agent: Any other questions before we go?\nCustomer: No that's was all thanks\nHuman Agent: Thank you as well, have a beautiful day"]
["Customer: Set up\nCustomer: After I set up my camera, it said it was linked to someone else\nCustomer: I bought it at the goodwill. I have no idea who had it before me. \nCustomer: Could I talk to a real person \nCustomer: Ok\nCustomer: Hello\nCustomer: I want to speak with somebody \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/8519952ad1_1_20241001112256.jpg\nCustomer: Did you get it?\nHuman Agent: Yes, let me take a look.\nCustomer: Ok, thanks\nHuman Agent: Do you have an invoice or order information from the purchase of the camera?\nCustomer: You still there \nCustomer: Hello\nHuman Agent: Yes, did you receive my last message? I will send it again in case it did not go through.\nHuman Agent: Do you have an invoice or order information from the purchase of the camera?\nCustomer: Are you there\nHuman Agent: Yes, are you receiving my messages to you?\nHuman Agent: Do you have an invoice or order information from the purchase of the camera?"]
["Customer: I sent a request a month to because I bought a doorbell on Amazon. That was still linked to another account.  They told me they had to send a request to the previous owner and after that they would reset it but I have not heard anything and it’s been a month \nCustomer: That’s about as detailed as I can get \nCustomer: Customer service rep\nCustomer: Ok\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like your request timed out today, but the agent had not yet gotten to get it unbound to email you. Let me get that for you now, one moment. \nCustomer: Ok\nHuman Agent: Alright, it's now unbound and ready to be added to a new account. Is there anything else I can help you with?\nCustomer: Not if it works \nHuman Agent: Okay."]
["Customer: Set up\nCustomer: Set up\nCustomer: My camera is linked to a previous owner and I can’t unlink it\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need each of the cameras ID numbers to look them up to see what kind of account they are bound to. The ID number will be on the cameras sticker and start with a ZMD\nCustomer: Hello\nCustomer: I bought these cameras from someone else and they’re still linked to a previous account I need help unlinking them \nHuman Agent: I will need each of the cameras ID numbers to look them up to see what kind of account they are bound to. The ID number will be on the cameras sticker and start with a ZMD\nCustomer: Okay one sec\nCustomer: D/static_file/2bab18c1b1_1_20241120150442.jpg\nCustomer: D/static_file/b8078053b1_1_20241120150514.jpg\nCustomer: D/static_file/a2f6f47fc2_1_20241120150530.jpg\nCustomer: D/static_file/5ad03826c0_1_20241120150542.jpg\nCustomer: That’s all of the\n\nCustomer: Them\nHuman Agent: Okay, One moment while I look up each of these devices\nCustomer: Thank you!\nHuman Agent: I was able to look up all these devices, they are all bound to one account, that account was created with an email, To unbind the devices I will send an unbind request to this email the cameras are tied to, if we receive a response of approval or if 30 days pass without a response I will be able to unbind the devices and notify you. Is the best email to notify you the loganhoyne@gmail.com email?\nCustomer: Yes that works, I will let the person who I bought it from no you sent an email, and if 30 days pass without a response you can still unlink it?\nCustomer: *know\nHuman Agent: Yes, if they do not respond, after 30 days from today I will unbind the devices then send you an email to notify you, if they respond earlier though I will still notify you after I unbind them. \nHuman Agent: I sent the unbind request now, sometimes our emails can go to spam if they marked promotional emails as spam in the past though so may let the seller know to check all inboxes. \nCustomer: Hello?"]
["Customer: Set up\nCustomer: I have a ZP-IBH15-W that I purchased and want to add to my existing system. However it says that it is already assigned to a different network, and needs to be removed before I can add to mine. It is ZMD14D2DA294684\nCustomer: how do aI contact support\nHuman Agent: Let me take a look at that camera. Do you have the invoice or order information from the purchase of the camera?\nCustomer: Order details | eBay.pdf\nCustomer: D/static_file/672acfa44f_1_20250106100926.png\nHuman Agent: Okay, so it looks like the description on that order is for a different camera. The camera that you gave a Device ID for is a different model.\nCustomer: D/static_file/85780025f4_1_20250106101140.jpg\nHuman Agent: As this camera is already bound to another account I can contact the previous account and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: mc539@aol.com.   Thank you\nHuman Agent: You're welcome. I am getting the Unbind Request email typed up and sent to the account the camera is bound to. Do you have any questions?\nCustomer: no, thank you\nCustomer: no, thank you\nHuman Agent: You're welcome."]
["Customer: Hello, may you help me to create my account in the app smartz Eaze to use my cameras\nCustomer: I did it , but when i introduce my email and password don't let me continuo and it says the password its ok\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Did you check the option to agree to the terms?\nCustomer: The problem it's the app because I'm trying to create the account\nCustomer: Yes I did it but it doesn't have any opción to agre the terms\nHuman Agent: Can you send a screenshot of the error you're getting?"]
["Customer: Camera bound to different account\nCustomer: Purchased camera but says it connected to different account \nCustomer: Unlink camera \nCustomer: Live agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the camera to see what kind of account it is bound to first. Can you send me the cameras Model and ID number, the ID will be on the cameras sticker and start with ZMD\nCustomer: Model zp -ibh23-w\nZmd16lei7208713\n\nCustomer: Yes\nHuman Agent: It looks like this camera is tied to an account that was created with an email. To remove it to this account we will have to go through the unbind process, for that it can be done in two ways, either with me sending an unbind request to the email the cameras are bound to or with the original purchase invoice for the device, do you have that invoice?\nCustomer: No purchased at a yard sale\nHuman Agent: Okay, than I will send the unbind request, if they respond with approval or if after 30 days of no response occurs then I will unbind the device and notify you, if the email Tyler_lee82@yahoo.com the best to keep in touch? \nCustomer: Ok thanks\nHuman Agent: No problem. In the meantime while this process is ongoing I recommend leaving the camera unplugged, we cannot see if/when the previous account views or has access to the account so for your safety and privacy I recommend leaving it unplugged until its unbound. \nHuman Agent: Have a good day.\nCustomer: Yes"]
["Customer: Customer service number \nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: I need you to reset zmodo cameras I purchased from someone who no longer has access \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I have 6 of them \nHuman Agent: Alright, can I have the Device IDs for the cameras?\nCustomer: ZMD13HBE2277070\nZMD13HJE2283121\nZMD13ESE2214610\nZMD13F8E2217249\nZMD13F8E2217503\nZMD13ESE2214588\nHuman Agent: Thank you. Let me take a look at those devices.\nHuman Agent: Do you have the invoice or order information from the purchase of the cameras?\nCustomer: I bought them from someone who already had them at one point \nCustomer: Whatever account they are linked to now is what we need reset so I can connect them to my account \nCustomer: Previous owner does not know the account information to delete it\nHuman Agent: IF you do not have purchase information for the cameras, then as these cameras are already bound to another account I can send an Unbind Request. I will contact the previous owner and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\n\nCustomer: Yes \nCustomer: Previous owner does not know the account information to delete it\nCustomer: Whatever account they are linked to now is what we need reset so I can connect them to my account \nHuman Agent: I understand. Did you receive my message about the Unbind Request? I will send the message again.\nHuman Agent: If you do not have purchase information for the cameras, then as these cameras are already bound to another account I can send an Unbind Request. I will contact the previous owner and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: They have already told me they don’t know the email linked to the address of the cameras , why i reached out to you guys \nCustomer: Best email is Aliciaknapp5499@gmail.com\nHuman Agent: Thank you. I will get the Unbind Request email sent. Do you have any questions about the Unbind Request process?\nCustomer: D/static_file/d27a622524_1_20241002143316.png\nCustomer: No just would like to be able to use cameras \nCustomer: That was pervisou owner permission to unbind\nHuman Agent: The cameras will be unbound and available for use when we receive a reply to the Unbind Request that I am sending or if we do not receive a reply after 30 days.\nCustomer: The pervious owner isn’t going to respond due to not knowing the email..\nHuman Agent: Just because they do not know the email they used, does not mean that they would not receive the email. They could have just forgotten which email they used. And if we do not get a reply after 30 days, then we will unbind the devices.\nCustomer: The pervious owner isn’t going to respond due to not knowing the email..\nCustomer: Any way to speed the process up if the pervious owners can’t log into email you sent the unbind request too \nHuman Agent: Do you have an invoice or order information from the purchase of the cameras?\nCustomer: You already asked.  No. I bought them from someone on Facebook. They can no longer log into the emails used to set these cameras up I need you to just reset them or unbind them so i can use them  \nHuman Agent: I did ask, but you did not actually answer that question. I just assumed it was a \"no\" based on how you did not say you had one. But that is why I asked that question first, because that is how we could unbind the devices sooner.\nHuman Agent: I started with the quicker option and then moved on to the Unbind Request as that would be the only other option.\nCustomer: Okay so I just wait\nHuman Agent: If there is no response after 30 days, then we will unbind the devices."]
["Customer: I am trying to share permissions for my wife to view our cameras, but it will not send the invite to her phone number and also will not let me send anything to an email at all. How can I fix this?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Has your wife already created an account? If so, what is the email or phone number it is under?\nHuman Agent: You may also have her log in using your same account as well if you want her to have the same level of device access."]
["Customer: Set up\nCustomer: Our doorbell device is connected to the account of previous owners. We don’t have access. Can you help me connect the device to my new account?\nCustomer: Aren’t you customer support?\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Yes, it’s ZMD12EN48228583\nHuman Agent: Thank you. Did you recently purchase or receive the camera used? If you did, then do you have an invoice or order information from your purchase of the camera?\nCustomer: The camera was purchased and installed by the previous owners of our house. We now own the house and need to use the camera with our account. I do not have an invoice or order info. \nHuman Agent: As this camera is already bound to another account I will contact the previous owner and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: ajmck08@gmail.com - thanks very much!\nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: Our inside cameras have been on Smartz and our outside cameras have been on Zmodo. A couple days ago the Smartz app showed the outside cameras and no inside cameras. I tried re-adding the inside cameras to Smartz but it says they are on another app. \nCustomer: I cannot remove them as they are not on either app anymore. Both apps show the outside cameras \nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. It sound like you may have two separate accounts, you can be logged into smartz and zmodo with the same account and you do not have to have several. If you do its no problem however, to check this on both apps go to the Me section and check what email it shows."]
["Customer: My camera was unconfigured and says it is linked to another account\nCustomer: I need a representative\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 19H318D14115\nCustomer: I have 4 cámaras \nHuman Agent: That camera is setup on a @gmail.com email address and the first two letters are \"er\".\nCustomer: 18FLIG504713\nCustomer: Ohhh ok \nCustomer: Do I have to use that email to configure?\nHuman Agent: The cameras are already setup, so when you log in with that email address, you should be able to see the cameras.\nCustomer: 14FME2260028\nHuman Agent: That camera is on the same account.\nCustomer: The account is with Hotmail \nCustomer: ermxdvc@hotmail.com\nCustomer: With this email the cameras are configured\nHuman Agent: No, the cameras are setup on a @gmail.com email address and the first two letters are \"er\".\nCustomer: It won't let me access with that email\nCustomer: Could we configure it with another email?\nHuman Agent: If you are not able to log in with that email address, then you can tap on Forgot Password to reset the password.\nCustomer: Could we configure with another email?\nHuman Agent: The cameras would need to be removed from that account first. The easiest way to do that would be logging in to the account and then deleting them from the account in the app.\nCustomer: I understand\nHuman Agent: Do you have access to the @gmail.com email address?\nCustomer: let me see how i can get that account back\nCustomer: No i dont hace access\nHuman Agent: You are not able to receive emails at the gmail email address?\nCustomer: Have *\nCustomer: The account always opened with Hotmail. I don't understand why it's now with Gmail.\nHuman Agent: Are you able to receive emails at a gmail email address?\nCustomer: Yes \nCustomer: Nellymakeupstudio@gmail.com\nHuman Agent: Okay, then you can reset the password to the Zmodo account and log in to it to access the cameras.\nHuman Agent: No, that is not the account that the cameras are on."]
["Customer: Set up\nCustomer: I’m trying to establish a connection with my cameras and I get the message that it’s connected to another account.\nCustomer: How do I contact Support?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \nCustomer: Zmd19g1ihc24848\nHuman Agent: Thanks. It looks like this is already bound to an email based account where the email starts with dh and is at woh.rr.com. Is that familiar to you?\nCustomer: Yes, it used to be dhuckeriede@woh.rr.com but I received so much spam that I deleted that email and now use dhuckeriede59@woh.rr.com\nHuman Agent: Okay, if you still know the password to that account, you could log into it and remove the cameras to then add them to another account. Otherwise there is another associated email starting with dh which is at chamberlainhuckeriede.com, do you have access to that email? \nCustomer: Yes, I still have access to dhuckeriede@chamberlainhuckeriede.com\nHuman Agent: Okay, I could reach out to that email for permission to unbind the devices so that you may add them to another account then. One moment as I send that over. \nCustomer: Ok\nHuman Agent: Actually, before that, you're wanting access to all devices on that account, correct?\nCustomer: Yes\nCustomer: Please don’t go away. I’m going to check that email….\nHuman Agent: The chat will remain open for 7 minutes since the last message. I've just sent that email. \nCustomer: Ok, something has changed on my phone…. I no longer have that email. I can get to it butt not from where I am right now. Please walk me through the steps once I’m able to view it.\nHuman Agent: Once you can reply on it, please just reply and let me know you approve of the unbind request. I would then unbind the devices and follow up with you to let you know. At that point you could then set them up on a new account. Once the unbind process has been finished, would you like me to follow up with this email, jhuckeriede@woh.rr.com? \n\nOverall the way this process works is that the email I contacted has 30 days to reply. If they reply and approve of the unbind or do not reply within 30 days, the devices will be unbound. If they reply and deny the request, the devices would not be unbound and we would need the invoice for anything further. In either case I can follow up with you via the email of your choice to let you know the result."]
["Customer: Agent \nCustomer: Agent \nCustomer: D/static_file/9a9994de9a_1_20240926134849.jpg\nCustomer: D/static_file/aaca1b4c04_1_20240926134858.jpg\nCustomer: D/static_file/941e576fb3_1_20240926135028.jpg\nCustomer: Sorry about the middle picture but the others are of the Amazon invoice. \nHuman Agent: Okay, that looks like order information for the indoor cameras. So I can take a look at it. I would need the item description, price, date of purchase, and seller. So I think the first picture you sent has most of the information, but I would need the image and description that you included in the first picture and I would need the information above it in that same picture.\nCustomer: Give me a second. \nCustomer: D/static_file/cb3d22bba7_1_20240926135507.jpg\nHuman Agent: Alright, I have unbound the indoor cameras from the account.\nCustomer: Thank you. So I'm good to go?\nHuman Agent: You can setup those cameras on a new account.\nCustomer: Alright, again thank you. \nHuman Agent: You're welcome."]
["Customer: Need to reset my camera\n\nCustomer: It does not have a reset button\nCustomer: The light is blue but does not show up\nCustomer: I have tried this and it will not show up\nCustomer: I have tried that\nCustomer: How can I manually reset it?\nCustomer: The light is blue and does not show up\nCustomer: The red light comes on\nCustomer: Does not worn\nCustomer: Work\nCustomer: Camera needs reset\nCustomer: Manual reset\nCustomer: model:ZP-IBH23-W\n\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up that Model of camera, One moment\nCustomer: Can you help me reset my camera \nCustomer: It is solid blue but doesn’t show up on LAN\nCustomer: D/static_file/e95adb9947_1_20241118103724.jpeg\nCustomer: D/static_file/1601c8a6c7_1_20241118103731.jpeg\nCustomer: D/static_file/14c501091b_1_20241118103804.jpg\nHuman Agent: This camera does not have an external reset button, only way it can be reset is if the camera is online you can reset it from the app, but that's only really used if you are trying to switch the cameras current Wi-Fi to another one within the same location and both are still working. \nHuman Agent: Let me try looking up this camera with the ID number to see if it will tell me it is online or not. One moment\nCustomer: That is what I’m trying to do\nCustomer: I deleted it from the app without resetting it first and now I can’t reset it\nCustomer: It will not show up on the old WiFi or the new \nCustomer: Thank u\nHuman Agent: Okay, I can re add this camera to the account for you so you can reset it and then set it back up, you don't have to totally delete the camera to do the setup again so you wont have to do that part again unless you really want to. When I add this camera I do have to give it a name, what would you like for me to name it?\nCustomer: Barn 3 room\nCustomer: Thank u!\nHuman Agent: I re added the device now, you may have to refresh the app but it should pop up in your device list now\nCustomer: Ok thanks I’ll check\nHuman Agent: Okay\nCustomer: Perfect thanks again!\nHuman Agent: No problem, have a great day\nCustomer: Can you tell me what WiFi it is connected too?\nHuman Agent: no, unfortunately once a camera is set up you cant tell which Wi-Fi it is connected to from the app, on the router you may be able to check the settings to see what devices are connected, but if you have several cameras still tied to the other router that are from us then you wont be able to tell which is which really. \nCustomer: Ok thanks!\nCustomer: I reset it and tried to add with QR code and it turned blue and will not show up\nHuman Agent: Okay, the camera is still bound to the account, make sure its still solid blue then try to click on it live, if that does not work, check and make sure that the router it is connected to is pushing out internet and if it is you may have to check the routers settings to make sure it is not blocking the device from getting internet\nCustomer: D/static_file/8124358050_1_20241118105635.jpg\nCustomer: Network is working \nCustomer: When I got to live it won’t connect \nCustomer: If u want to reset it I can just leave it on the network it was on… it worked after u reset last time\nHuman Agent: Okay, its currently showing on my end that its not getting any internet, its connecting to the network, but not getting any internet from it right now.  I cant reset the camera from my end because its not online. \nCustomer: Oh boy I’ll reset the network and see if that works\nHuman Agent: Okay\nCustomer: Should just left it alone lol\nHuman Agent: if you still have trouble with it you can unplug the other router so it doesn't connect to it and set it back up to the other network again if absolutely necessary.  \nCustomer: Nope u fixed it… reset the router again and good to go thank u!\nHuman Agent: Fantastic! that's great news. Thank you as well, hope you have a great day \nCustomer: U too!"]
["Customer: Set up\nCustomer: I want to disconnect my camera from another account\nCustomer: I dont have access to that account\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: No access\nCustomer: Agent\nCustomer: Agent\nCustomer: I bought this camera and it says its bound to another account what can I do\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Ok zmd14dcda207931\nHuman Agent: Thank you. Is that the only camera that you have?\nCustomer: Yes\nHuman Agent: Do you have the invoice or order information from the purchase of the camera?\nCustomer: I have a bill of sale \nCustomer: But its hand written \nHuman Agent: You can send a picture of it and I can take a look at it. If it is not sufficient, then I will send an Unbind Request to the account the camera is bound to.\nCustomer: Ok can u try to unbind it for me\nHuman Agent: As this camera is already bound to another account I can send an Unbind Request. I will contact the previous owner and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?"]
["Customer: Set up\nCustomer: Camera online\nCustomer: Forgot password\nHuman Agent: Hi my name is Wendy.  If you forgot your login password you can reset it on the login screen by tapping on \"forgot password\"\nCustomer: hello\nHuman Agent: Hi\nHuman Agent: Were you able to update your app password?\nCustomer: yes\nHuman Agent: Great!  Do you have any other questions?\nCustomer: yes gettin cameras back online\nHuman Agent: are the indicator lights on your 4 cameras blinking green? or what color are the indicator lights on the cameras? and are the lights blinking or solid?\nCustomer:  alternating green and blue.\nCustomer: i have a new modem, its has a 2.4Ghz\nHuman Agent: Please go through QR code setup making sure you enter your 2.4GHz wifi info correctly during setup.  The password is case sensitive.\nCustomer: lights bblinking\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: need the app\nCustomer: unable to work with current zmodo app\nCustomer: unable to add ZMD_SAP\nHuman Agent: No.  Your cameras use QR code setup.  No need to connect to zmd_sap\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\nCustomer: the app doesnt give me that privilidge after clicking on hte plus sign\nHuman Agent: Are you using the Zmodo app?\nCustomer: yes\nHuman Agent: What options do you see when tapping on the +sign\nCustomer: provlwn adding the ZMD_SAP to network\nHuman Agent: No\nHuman Agent: Your phone needs to be connected to your 2.4GHz wifi router.  \nHuman Agent: You do not need to connect to zmd_sap network\nHuman Agent: D/static_file/b9d3f7e9c8_1_20241018111641.png\nHuman Agent: You would want to tap on the +sign on the Zmodo app then tap on \"QR code\" to start QR code setup\nCustomer: qrcode zlink smart homw legacy\nHuman Agent: QR code setup is what you want to use\nCustomer: okj i wiil try n scan code to camereas\nHuman Agent: yes \nCustomer: password problem....it isthe corect pw\nHuman Agent: when you enter your 2.4GHz wifi password it says its wrong?\nHuman Agent: when you are going through setup?\nCustomer: yes wrongpw\nHuman Agent: okay go to your phone's settings for wifi and forget the 2.4GHz wifi your phone is connected to then reconnect to it. this will make you double check the wifi password.\n\nthen go through setup again making sure you enter the 2.4GH zwifi password correctly.  it is case sensitive\nCustomer: note: my initial set up was by Zlink\nHuman Agent: The firmware that the cameras are on now mean that the setup method you should use is QR code setup\nCustomer: ok\nCustomer: blinkin green thenblue back togreen\nHuman Agent: Usually when the indicator lights flash between green & blue the wifi password you are entering has a typo.  Carefully enter the wifi password correctly during setup with no typos.\nCustomer: password is a number....i verify it consantly\nHuman Agent: you could reboot your router then try setup again.  Unplug your router for 3 minutes.  When the router is back online try setup again.\nCustomer: i will cvall my internet service company as to ehy my password does not work\nHuman Agent: ok"]
["Customer: How do I close my account?\nCustomer: Agent\nHuman Agent: I will send an email with our Data Subject Rights form that you can fill out  to the contact email on your account. You can complete the form and return it and then we will get your account deleted.\nCustomer: Hi Grant, I’m just looking to close my account. I am not in need of it any longer.\nCustomer: Yes\nCustomer: Agent\nCustomer: Agent\nHuman Agent: You have already been connected with an agent. I will send my message again.\nHuman Agent: I will send an email with our Data Subject Rights form that you can fill out  to the contact email on your account. You can complete the form and return it and then we will get your account deleted.\nCustomer: I have not received the email yet\nHuman Agent: You may want to check the Spam or Junk folder. Also make sure that you are checking the correct email address inbox.\nCustomer: Where do I find my app account? Or device ID?\nHuman Agent: You can just put the phone number for the app account and the Device IDs would just be from the cameras. You can put them in if you want."]
["Customer: I need help deleting an old account and setting up a new one as the person that set up the first account is now deceased and I have no information\nCustomer: I did reach out to customer service and they told me to refer to chat\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: The cameras are all installed outside\nCustomer: I want to establish a new account not just deal with one camera\nHuman Agent: I would need the Device IDs from the cameras to look up the cameras and see what needs to be done so you can set them up.\nCustomer: On the box of my most recent camera additions the barcode is ZM- W0002-4\nHuman Agent: That is not the Device ID for the cameras. Each camera has a unique Device ID.\nCustomer: So I have to uninstall on top of a tall ladder all of the cameras to get the device ID correct\nHuman Agent: The Device ID will be on a sticker on the camera.\nCustomer: It's too bad that Wendy didn't tell me that in my email 2 hours ago\nHuman Agent: It looks like you told Wendy that you were able to remove the cameras from the account that they were bound to.\nHuman Agent: If you were able to remove the devices from the previous account, then you can add them to your account with a LAN Search in the app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct."]
["Customer: Agent\nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: I need to change our login and password however, it was originally set up under our manager's email and he has passed away.  We cannot access his email.\nHuman Agent: Are you referring to this account you're contacting from or was the manager's old account under another email?\nCustomer: It was under racenutt@midco.net \nHuman Agent: Okay, that is the account that you are contacting from. Do you have a new account set up already?\nCustomer: Yes\nHuman Agent: Okay, what is the new account email?\nCustomer: tomh@techie.com\nHuman Agent: There is no account under that email. \nCustomer: Correct.  It needs to be changed to that.\nHuman Agent: Okay, I had asked if you had a new account set up already. If you do not have a new account already, you would need to first create one. Please go to user.zmodo.com and create the account under the email you want, then let me know when that is done so that I may then assist with moving devices from this account to your new account. The chat will remain active for 7 minutes from the time of the last message so you may always return to let us know that you're still working on it if it would take you longer than that. \nCustomer: Ok.  Thank you.   I'll do that now.\nHuman Agent: Okay, let me know one done please. I will then assist with moving devices from one account to the other. \nCustomer: I think it's completed.\nHuman Agent: It looks like there is still not an account created under tomh@techie.com. Did you use a different email?\nCustomer: That's the one I used\nHuman Agent: Okay, it seems you have not finished the account creation process. Was there a part you were getting stuck on there?\nCustomer: I didn't think so but it wasn't very clear.\nHuman Agent: What part was unclear? When you go to user.zmodo.com, there is the create account option. When pressed you enter an email and a password. From there it sends a code to the email and has you enter the code there to verify and create the account. \nCustomer: It's just asking me about cloud storage.\nHuman Agent: user.zmodo.com would not have anything mentioning cloud storage when creating an account. Can you send me a screenshot of what you're seeing? \nCustomer: D/static_file/59f6d94da4_1_20250206103533.jpg\nCustomer: D/static_file/00b327c85c_1_20250206103607.jpg\nHuman Agent: You seem to have logged into your old account, racenutt@midco.net, instead of creating the new account. You'll want to log out, then use the create account option instead. \nCustomer: Ok\nHuman Agent: Thanks. Please let me know once you have created the account or if you have any trouble. \nCustomer: It should be done \nHuman Agent: Okay, looks like it has now been created. I'll now start to move the devices over with the same names. This may take a few minutes and I will let you know once it is done. \nCustomer: Thank you \nHuman Agent: No problem, they have now been moved. \nHuman Agent: The \"/\" in some of the names will show a bit oddly as I cannot add that normally, but you may always adjust the name later if you'd like. \nCustomer: Ok\nHuman Agent: The time zone would also default to our time zone typically, central time, so if that is not correct for you, you may need to change it as well. \nCustomer: Is the racenutt@midco.net account now disabled?\nHuman Agent: Once you are ready, you may log out of this account in the Me section of the app and then log into your new account. If you have any questions before then, feel free to let me know. \n\nNo, you're still speaking to me on that account, but the devices have been removed from the account so there is nothing on it. \nCustomer: We have unauthorized users accessing our cameras through the racenutt@midco.net account.  So they will no longer be able to?\nHuman Agent: Correct, you could always share the devices to this account though if you would like them to still access through this account. Or you could share to their own accounts or give them full access through the main account if you wish. If you do wish to share devices to another account, you can go to settings to the right of my devices on the home page of that account, select the device you wish to share, then in it's settings there you can go to sharing management and enter the email of the account you want to share to. It has to be an existing account. It will also allow you the option to choose what functionality is shared to the account if you do not wish them to have access to everything. \nCustomer: Excellent!  Thank you so much! \nHuman Agent: No problem, have a good day! \nCustomer: You as well."]
["Customer: The last question I had with you was can you help me with unbounding a Wi-Fi camera to an unknown account?\nCustomer: Yes I'm here\nCustomer: It's the same question I keep asking you for the last 24 hours can you unbind the Wi-Fi camera that is connected and bounded to an unknown account\nCustomer: Can you please connect me to someone please\nCustomer: I can tell that you are a bot can I get a human representative please\nCustomer: When will an agent be available?\nCustomer: Agent\nCustomer: Instead of you repeating the same answer over and over can you please tell me when an agent will be available\nCustomer: What are the hours of operation for live agents?\nCustomer: What are your business hours of operation?\nCustomer: Are you a human?\nCustomer: agent\nCustomer: Agent\nCustomer: omg\nCustomer: your not much help\nCustomer: when will an Agent be available?\nCustomer: wtf\nCustomer: I need help from a Agent\nCustomer: where can i find hours of operation?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Our live agents like myself don't come in until 9AM central time. \nHuman Agent: First in order to assist you I will need to look up the device, can you send me all the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid. \n\n\nCustomer: ZMD13E5E2001303\nCustomer: Do you copy?\nHuman Agent: It looks like that camera is tied to an account that was created with an email. To remove it from that account we would have to go through the unbind process, there are 2 ways to do that process, first way is with the prigional invoice, do you have the original purchase invoice at all?\nCustomer: I was told by an Agent from your contact support. I need to wait 30 days for a response from that account. If there was no response then i will have the option to have the wifi camera unbinded from that account \nHuman Agent: Yes, that is the second way for unbinding, have you already started the unbind process with another agent?\nHuman Agent: I found the unbind request, we have not has a response yet and it has not been 30 days without a response so the unbind process is still ongoing\nCustomer: i dont remember that agents name but that conversation was at the beging of January\nCustomer: ok\nHuman Agent: It will be 30 days on Feb 24,\nCustomer: how many days has it been?\nHuman Agent: It will be 30 days on Feb 24th\nCustomer: my mistake then\nCustomer: thank you for giving me the correct date\nHuman Agent: No problem, when the device is unbound or we receive a response we will send you an email as well, so just keep an eye out for that. \nCustomer: will i be contacted from you guys or do i need to check in?\nCustomer: prefect\nCustomer: will do\nHuman Agent: Great, Have a wonderful day\nCustomer: thank you\nHuman Agent: Your welcome, Farewell\nCustomer: when are the hours for a live agent?\nHuman Agent: Its 9AM-7:50PM central time for livechat hours"]
["Customer: i can not delete events. when I try it says Xfailed I have restarted my mobile phone and reinstalled the app still can't delete events\nCustomer: how do I contact the \"Contact Support\"\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Do you have an android or an apple phone?\nCustomer: Apple\nCustomer: Are you still there\nHuman Agent: I looked up your account, it looks like all the cameras are shared over to this account, shared cameras cant have events deleted by people they are shared to. \nCustomer: I don't know what that means\nHuman Agent: so this account your contactign us from lvkfalline@yahoo.com does not have the cameras directly bound to it, they are bound to a different account and are shared over to this one. \nCustomer: nothing has changed since I have been using it for years\nHuman Agent: You cannot delete the events from cameras that are not bound to the account, aka you cant delete events for cameras that are shared over form another account. \nHuman Agent: Perhaps you were logged into the main account before, the main account was made with a phone number. Nothing new has changed with how this works, it has always been this way with shared cameras. \nCustomer: SO Do I need to log in using my phone number instead of my emial\nHuman Agent: If you want to be able to delete events, yes.\nCustomer: ok\nHuman Agent: Okay, is there anything else I can assist you with today?"]
["Customer: Set up\nCustomer: I want to reset a camera connected to an account \nCustomer: Troubleshooting\nCustomer: I bought the camera and it is still bound to previous owner account \nCustomer: I need to reach customer support for further assistance \nCustomer: We sent an email yesterday about 19 hours ago but no response \nCustomer: I need to reach customer support for further assistance to resolve the issue, please help \nThank you \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD16LEI7209141\nCustomer: They are two cameras \nCustomer: ZMD16G7I7200477\nHuman Agent: Thank you. And you said you purchased the cameras used, correct? Do you have the invoice or order information from the purchase of the cameras?\nCustomer: Yes\nCustomer: I have purchased them used from the previous tenant of the house \nHuman Agent: Do you have an invoice or order information from the purchase of the cameras?\nCustomer: I have their phone numbers you can contact them\nCustomer: No, I don’t have order number from purchase of the camera \nCustomer: But I have their phone numbers you can contact them\nHuman Agent: As these cameras are already bound to another account I can contact the previous owner and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nHuman Agent: I do not need you to give me their phone numbers.\nCustomer: Best email is atif_salih@yahoo.com\n\nThank you \nHuman Agent: You're welcome. Do you have any questions about the Unbind Request process?"]
["Customer: Hi i have a camera i need to be released from an old account of mine. I no longer have the same phone number and cant get into the old account to reset the device.\nCustomer: agent\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD17G8IG908304\nCustomer: the email attached to it is shirldbucky42@gmail\nHuman Agent: It looks like there has been an Unbind Request email sent for that camera. Do you have access to that email address?\nCustomer: i couldnt remember what email it was but i finally figured out which one but I no longer have the same phone number so I will not be able to get back into that email\nHuman Agent: If you do not have access to the email and cannot log in to the account, then we will need to wait the 30 days for the Unbind Request. After 30 days with no response, we will unbind the device and notify you.\nCustomer: Ill keep trying to figure out what password i used then. someone broke the window trying to get in thinking we weren't home. we are scared to leave the house unattended. ty for your help.\nHuman Agent: You're welcome.\nCustomer: one more question \nCustomer: is there anyway to see device history information with a particular zmodo account?\nHuman Agent: What kind of device information are you looking for?"]
["Customer: Troubleshooting\nCustomer: Can’t get logged in it doesn’t like my email\n\nCustomer: How to I talk to a live agent\nCustomer: Help\nHuman Agent: Are you trying to log in to the mobile app or the web app? What is the email address that you are trying to log in with?\nCustomer: Tjcolling67002@yahoo.com\nCustomer: Mobil app\nHuman Agent: Alright, and what happens when you try to log in? Do you get an error message that pops up when you enter the email and password?\nCustomer: Yes\nHuman Agent: And what is the message that you get when you try to log in?\nCustomer: I had an account before in an other state\nHuman Agent: What does it say?\nCustomer: Invalid email\nHuman Agent: So then there is likely a typo in what you have entered. Can you double check what you have typed in to the email line? It may help to delete it and type it in again.\nCustomer: I have done that several times\nHuman Agent: Lets try it again. You can also send a screenshot of what the login screen and I can see if there is anything that may be causing an issue.\nCustomer: It shows up red line under it\nHuman Agent: That is probably just your spellcheck, that is fine.\nCustomer: Tjcolling67002@yahoo.com\nCustomer: This is my only email \nHuman Agent: Yes, I understand. There is an account with that email address. If it is telling you it is an invalid email, that means that the email address is not entered correctly. Can you try again and can you send a screenshot of the login screen so that I can take a look at it and maybe see what the issue is?"]
["Customer: I’m selling my house with the cameras. How do I remove my account t and add a new one?\nHuman Agent: Hello, you've reached customer care, my name is Kylie, I would recommend only deleting the devices for the new owners so they can create their own account and add them onto them instead of you making a new one for them."]
["Customer: Troubleshooting\nCustomer: Reset camera\nCustomer: I need a remote reset \nCustomer: Help\nCustomer: Talk to an agent\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Ok one second\nCustomer: One moment\nCustomer: D/static_file/ec71de6f7f_1_20241223170623.png\nCustomer: It’s these two\nHuman Agent: Thank you. Those cameras are setup on different accounts. Have you setup those cameras before or did you recently purchase or receive the cameras used?\nCustomer: I received them from the previous owner about 2.5 years ago\nCustomer: But I never set them up \nCustomer: Now I’d like to\nHuman Agent: Okay, do you have an invoice or order information from your purchase of the cameras?\nCustomer: I don’t \nCustomer: He lived here before me and left them for me\nHuman Agent: As these cameras are already bound to another account I can contact the previous owner and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: Ok sounds good \nCustomer: Maxraasch64@gmail.com\nCustomer: Anything else I need to do right now?\nHuman Agent: Thank you. I will get the Unbind Request emails sent. Do you have any questions?\nCustomer: No that’s all. Could you maybe send me an email now just so that it’s easier for me to track?\nHuman Agent: Yes, I will send you an email, as well.\nCustomer: Ok, thanks for your help!\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: I have had my cameras for sometime now and they all just went off-line so the only solution I thought was to create a new account and reactivate each camera with the QR code. It does not seem to be working. The light on the camera turns blue but the camera will not connect. The Wi-Fi password is correct on my phone. What else can I do? \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: My wifi is just fine on all other devices. I have six cameras total and they are all having the same issue. I will get the code off of the camera now and send it to you but there will be 5 others \nHuman Agent: Okay thank you\nCustomer: D/static_file/bb6e04f93e_1_20240927091853.jpeg\nHuman Agent:  To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: D/static_file/fd10b61d09_1_20240927092331.png\nCustomer: I just received this message\nCustomer: As far as the light it is solid blue right now\nHuman Agent: Yes the cameras are linked to an email starting with sj********@icloud.com do you recognize and have access to that  email? \nCustomer: That is an older account that we have steered away from. Do I need to reengage with that email and then try to change it within?\nCustomer: I will try. I just found old password \nHuman Agent: You would need to sign in with that account and delete the cameras to be able to add it to a new account. \nCustomer: How do I sign back into that account now that I have created a different one?\nHuman Agent: Do you have another phone or tablet you can use to sign into so we can keep chatting on this device. \nCustomer: Good call! Yes give me a moment plz \nHuman Agent: Okay\nCustomer: Ok i am logged in on my laptop. Now what? \nHuman Agent: It has to be a phone or tablet It cannot be a laptop\nCustomer: Ok hold plz \nCustomer: Ipad work?\nHuman Agent: Yes\nCustomer: Ok i am in \nHuman Agent: Okay \nHuman Agent: To remove a device from your account, please follow these steps:\n\nGo to the device's Live View.\nTap the gear icon.\nTap the three dots icon.\nSelect \"\"Delete Device\"\".\nCustomer: Would it be simpler to just go back to the old account and not use the new one that I created today? If so, how do I do that?\nHuman Agent: You can do that, but keep in mind the email cannot be changed on the other account so you would need to use the icloud email to sign in. Other then that you just have to set up the other cameras so they are solid blue. \nCustomer: D/static_file/05f03212c7_1_20240927094528.png\nCustomer: Delete this account? Then use the old icloud one? \nHuman Agent: Yes you can. \nCustomer: Ok i will try \nHuman Agent: Okay"]
["Customer: How do I log out all devices from the app\nCustomer: Support\nHuman Agent: You can change the password to the account to log out other devices. The logout would not be immediate, but the app checks frequently throughout the day and will log out the device the next time it checks. You can reset the password here https://user.zmodo.com/changepwd\nCustomer: I need to log out of all devices. I already changed my password but it didn’t give me the option to log out of all devices \nCustomer: Oh okay thank you\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: can I chat with an agent ?\nCustomer: Hello\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: I just got these 4 used cameras but they are linked to the previous zmodo account... could you please help me to send an email to the previous zmodo account asking to unlink them, I understand if after 30 days they do not reply yu can unlinke them for me\nCustomer: ZMD14GSE2290451\nZMD14GSE2290330\nZMD14GSE2289808\nZMD14GSF2289430\n\nCustomer: I was able to connect them in my nvr but got the error message that they linked to previous account\nCustomer: so I will disconnect them until hear from you or after 30 days\nHuman Agent: Sure, I'll go ahead and get that sent. Is your account email, jcanzaldua@hotmail.com, good to reach you on once the process has finished? \nCustomer: yes please that is my email address\nCustomer: btw... Love Zmodo\nHuman Agent: Okay, I'll reach back out there then once the process has finished. If they reply and approve the unbind or there is no reply in that time, we'll then be able to unbind. If they reply and deny the request, we would need the invoice to see if we can do anything further. If you have an invoice you can provide for them now, I could also look into that. Glad you're enjoying your other devices though! \nCustomer: thanks\nHuman Agent: No problem, is there anything else I can help you with for now?\nCustomer: that's it\nCustomer: thanks a lot\nCustomer: have a great day'\nHuman Agent: No problem, have a great day as well!"]
["Customer: I need to talk to someone. I currently have a plan with zmodo. I wanted to renew to cover my 10 devices with the $49 plan. It wouldn’t take my zmodo sign on and password as I did t get the verification code so I created a new account and. Ow my devices are not here HELP\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Your devices would be tied to your old account. Creating a new account would not give you access to them so you would need to log in with the old account. What is the old account?"]
["Customer: Nice you sell a product and don’t support by phone. \nCustomer: -1\nCustomer: Set up\nCustomer: When I try connecting to camera it says the camera is attached to another account! How do I get it to work since I don’t have access to any other accounts\nCustomer: ZMD13GTED002730\nCustomer: If I could talk to you on the phone it would help \nCustomer: Device ID ZMD13GTED002730 is saying it’s attached to another account, I don’t have access to that account. \nCustomer: Are you back from lunch?\nCustomer: Are you a human?\nCustomer: Thank you \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Did you just purchase the camera? \n\nCustomer: No \nCustomer: I have had it for sometime \nHuman Agent: Okay the camera is linked to a phone number ending in 422, do you recognize and have access to the phone number? \nCustomer: Yes that is my phone number! I removed it from this phone so that I can connect it to my wife’s phone \nHuman Agent: Okay you need to sign into that phone number account to remove the device off the account. \nCustomer: It’s not show up on my phone account anymore \nCustomer: It wasn’t showing up when I tried to access it with my wife’s phone \nHuman Agent: If I send a text message to that number, are you able to respond to confirm you want the device removed from that account. \nCustomer: I don’t understand \nCustomer: Yes you can send text messages to that number \nCustomer: 8142031422\nHuman Agent: Okay\nCustomer: I’m waiting \nHuman Agent: Okay the camera has been removed. \nHuman Agent: On your wife's phone Can you press the plus sign on the top right down at the bottom select the option that states \"Wired camera or wifi camera already solid blue? tap here to add it\" tap there and let me know if it shows the camera/s.\nCustomer: Okay it’s working now. I need help with another one \nCustomer: It’s showing a blue light and a red one \nCustomer: Zmd13IRD9001952\nCustomer: D/static_file/f9ccb732c9_1_20240930132949.jpg\nCustomer: The red light goes off and on\nCustomer: Are you still there?\nHuman Agent: Yes I was not getting your messages, this camera is linked to an email starting with t1****@yahoo.com, do you recognize it? \nCustomer: Yes, while waiting for you, I was able to get it connected \nCustomer: Thank you \nCustomer: You have been a great help \nHuman Agent: Thank you for reaching out to customer care. If you have any more questions, feel free to reach out again. Have a wonderful day!"]
["Customer: Set up\nCustomer: Just wondering during how do I correct the time on the cameras\nCustomer: It is notvalliwing ne to click on time zone at all for any of the cameras\nCustomer: Not allowing\nHuman Agent: Hi my name is Wendy.  DO you have a monitor/mouse connected to your NVR?\nCustomer: Not trying to change user name. I'm trying g to correct the time on gge cameras\nCustomer: No\nHuman Agent: Please connect a monitor/mouse to the NVR.  You will need to update the time directly from the NVR\nCustomer: I don't have a monitor at this house. Can I use a laptop?\nHuman Agent: No you can't use a laptop. You could try and update the time directly on the app for the NVR but if that does not work you owuld want to connect a monitor/mouse to update it directly on the NVR.\nHuman Agent: On the app tap on the NVR\nHuman Agent: tap on the gear shaped icon in the upper right, tap on the 3 dots in the upper right, update the device time zone here.  \nHuman Agent: If it shows the correct time zone, change it to an incorrect zone then change it back to the correct one.\nCustomer: Thank you. When I was on the NVR selection it was on one of the cameras instead of the NVR itself. Once I set he'd it I was able to change the timezone. \nHuman Agent: okay great!\nCustomer: Merry Christmas \nHuman Agent: Thank you! you too."]
["Customer: Live agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I talked to u earlier and I created a new account and the cameras are alive on the old account and the new one\nCustomer: How tf can that happen,  \nCustomer: Sorry \nCustomer: I have been trying to get this resolved for weeks \nHuman Agent: Let me look up the chat history, it will take me jsut one moment, Cameras cannot be bound to multiple accounts at the same time, however if you have shared the cameras to another account the sharing will still be in place until you stop it. Were you sharing the cameras to another account?\nCustomer: No\nCustomer: No sharing my daughter is logged in on the old account \nHuman Agent: I just checked now and the cameras are definitely not being shared and are bound to this account not the old one at all. Where are you seeing that they are on the old account?\nCustomer: Can I get a call back now \nCustomer: My daughter just sent me a screenshot \nCustomer: file:///var/mobile/Library/SMS/Attachments/ad/13/0E694472-1001-408A-BA99-BF4A9A986482/IMG_0016.jpeg\nCustomer: I tried to send u her screenshot but it didn’t work \nCustomer: She is active and live on the old account, which means my ex husband has access also\nHuman Agent: Checked and It may take a bit for the other account to update for other users to show the change and not show the cameras tied to the account, however they should definitely not be able to be viewed, Have your daughter try to click live on the camera and let me know if she is able to see the live video or if it buffers or stops. \nHuman Agent: she may think she's viewing it live, but if the time is not moving and it buffers then it is not live. \nCustomer: Ok\nHuman Agent: Please have her double check and have her confirm she is able to view the cameras live, if she is able to then contact us again.\nHuman Agent: also confirm she is also on the old account by having her go to the Me section as well. \nCustomer: Live is working and the clock is ticking \nHuman Agent: Did you have her check the Me section to make sure she is logged in the old account as well?\nCustomer: She does not have the new info, she never logged out of the old account \nCustomer: It kicked her out, thanks \nHuman Agent: Fantastic, that's great news. Is there anything else I can assist you with today"]
["Customer: Delete \nCustomer: Delete dispositivo \nHuman Agent: Hi my name is Wendy\nHuman Agent: Toque el dispositivo que desea eliminar.\n\ntoque el ícono con forma de engranaje, toque el nombre de la cámara, toque \"Eliminar dispositivo\"."]
["Customer: Set up\nCustomer: Trying to setup my camera it flashes green then blue but will not connect to app\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: Zmd17fw18902495\nCustomer: D/static_file/75b7be67de_1_20240919102042.jpg\nCustomer: Is this the numbers you needed \nHuman Agent: Yes thank you \nCustomer: Please help\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: It is staying blue not blinking \nCustomer: Solid blue\nHuman Agent: I can try to add it to your account as it shows online, what would you like the camera named? \nCustomer: Inside house \nHuman Agent: Can you close and open the app, let me know if you see it.\nCustomer: Ok\nCustomer: Thank you\nHuman Agent: You're welcome, is there anything else we can help with today? \n\nCustomer: I have cameras on a another mode app can we add them all to this app\nHuman Agent: What is the other app? \nCustomer: Zmodo app it has 6 more cameras on it\nCustomer: D/static_file/f84c75d62d_1_20240919103800.png\nHuman Agent: Could I have the email or phone number you use on Zmodo? \nCustomer: D/static_file/e8ec32d31c_1_20240919103842.png\nHuman Agent: If you tap on me you can see the account at the to[ \nHuman Agent: top*\nHuman Agent: The issue is there is currently a apple subscription on that account. The cloud would need to be cancelled then the devices can be moved over. The service will remain active until the time runs out. \nCustomer: So can I cancel them now to move them over\nHuman Agent: One moment\nCustomer: I just removed them\nHuman Agent: Removed the subscription or the cameras off the account.\nCustomer: D/static_file/0a3629749e_1_20240919104501.png\nHuman Agent: You dont want to remove the service there. make sure all are enabled. \nCustomer: Yes I want to remove the service there and put them all together on this one\nHuman Agent: If you remove the service you wouldn't get a refund on the last payment for the month. Here is how to cancel. \nHuman Agent: Open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option.\nCustomer: Ok\nCustomer: Do I delete account \nHuman Agent: Have you cancelled the cloud subscription?\nCustomer: Yes\nHuman Agent: Okay before deleting the account, you want to delete the devices off the account. \nHuman Agent: To remove a device from your account, please follow these steps:\n\nGo to the device's Live View.\nTap the gear icon.\nTap the three dots icon.\nSelect \"\"Delete Device\"\".\nCustomer: Yes\nCustomer: Was you able to get them all on the same account \nHuman Agent: No you need to remove them off the account firs\nt. I sent the steps above \nHuman Agent: To remove a device from your account, please follow these steps:\n\nGo to the device's Live View.\nTap the gear icon.\nTap the three dots icon.\nSelect \"\"Delete Device\"\".\nCustomer: Ok \nCustomer: Ok done\nHuman Agent: One moment\nCustomer: Ok\nCustomer: I’m still here was you able to put them on one account \nHuman Agent: There is still 4 cameras on the old account do you want to keep those there? \nCustomer: No I would like to move them over to\nCustomer: How do I remove them from that account \nHuman Agent: To remove a device from your account, please follow these steps:\n\nGo to the device's Live View.\nTap the gear icon.\nTap the three dots icon.\nSelect \"\"Delete Device\"\".\nCustomer: Ok let me try it again \nHuman Agent: Okay\nHuman Agent: I was able to add the 2 you already removed, let me know when you remove the others\nCustomer: They are all off but one and it will not let me remove it \nCustomer: So can you but them all on here now\nHuman Agent: \tFront porch steps is still on the account \nCustomer: Yes it will not let me remove it for some reason \nCustomer: Can you put all the other cameras on this account now\nHuman Agent: Do you get an error? Yes I moved all the others already\nCustomer: No\nCustomer: It will not let me remove the front porch it \nHuman Agent: What happens when you try to remove it? \nCustomer: D/static_file/45fba57934_1_20240919112709.png\nHuman Agent: That is not the process I described for removing a device off the account \nHuman Agent: To remove a device from your account, please follow these steps:\n\nGo to the device's Live View.\nTap the gear icon.\nTap the three dots icon.\nSelect \"\"Delete Device\"\".\nCustomer: Ok let me try again \nCustomer: D/static_file/448cfedeba_1_20240919112911.png\nCustomer: D/static_file/c11c4fe4b6_1_20240919112917.png\nCustomer: This is what happens when I try to delete it\nHuman Agent: Just tap on no. As long as you cancelled the subscription via apple its okay \nCustomer: Ok\nCustomer: Ok it’s done now\nHuman Agent: Okay that camera was moved over\nCustomer: Thank you so much\nCustomer: It still only has 3 cameras on this account \nHuman Agent: Please close and open then app again\nCustomer: Ok\nCustomer: Ok thanks\nHuman Agent: You're welcome, is there anything else we can help with today? \n\nCustomer: I would like to put all my cameras on the  continuous plan for household 29.99 a month \nHuman Agent: Did you already subscribe to the house hold plan? \nCustomer: I haven’t had them on a household plan\nCustomer: I have 2 cameras on the clip plan and want them on the continuous plan to\nHuman Agent: Okay you would need to cancel the clips plan then subscribe to the continuous plan \nCustomer: Ok tryed\nHuman Agent: You cancelled it via the apple menu correct. \nCustomer: Yes\nHuman Agent: Okay they are now showing subscribed, do they all show subscribed for you as well?"]
["Customer: I’d like to talk to someone \nCustomer: I’m\n Having difficulties in connecting the pivot Zmodo \nCustomer: I Get a message saying that it is bound to another account \nCustomer: Speak to live agent \nCustomer: Thanks \nHuman Agent: Hello, you've reached customer care, my name is Kylie. are you able to send me the cameras ID number and the Model? this will be on the cameras sticker and start with ZMD\nCustomer: Please let me know if you need any information \nHuman Agent: Looks like you did not see my message I said \"Hello, you've reached customer care, my name is Kylie. are you able to send me the cameras ID number and the Model? this will be on the cameras sticker and start with ZMD\"\nCustomer: D/static_file/3f8a9ca715_1_20241226100309.jpg\nCustomer: D/static_file/cf7879f127_1_20241226100331.jpg\nCustomer: D/static_file/995082141f_1_20241226100504.jpeg\nHuman Agent: It looks like for this Pivot it is bound to an account that was created with an email. I cant give you the whole email only partially, but it is  bka*****@yahoo.com do you recognize this email?\nCustomer: Yes it’s bkanjali@yahoo.com\nCustomer: But I don’t have access to it \nCustomer: Is it possible to link it to laishab@yahoo.com \nHuman Agent: to remove the camera from the account we would have to go through the unbind process, this can be done in 2 ways, 1 is with the origional invocie from the purchase or I can send an unbind request to the bka*****@yahoo.com for the device and once they respond with approval or after 30 days of no response then I can unbind it. Do you have the invoice?\nCustomer: No I don’t \nHuman Agent: Okay, I will send the unbind request for this device, is this the only camera or are there any more?\nCustomer: It’s only this one \nHuman Agent: Okay, is the email laishab@yahoo.com the best to keep in touch?\nCustomer: How will I know that it is unbound\nCustomer: Yes\nHuman Agent: I will send you an email once we get a response or after the 30 days occur. \nCustomer: laishab@yahoo.com \nCustomer: Ok\nHuman Agent: Okay, is there any other questions before we go?\nCustomer: So you sent the request right?\nHuman Agent: Yes\nCustomer: Ok thanks. That will be it \nHuman Agent: Okay have a good day"]
["Customer: Set up\nCustomer: I have cameras linked to another account\nCustomer: Customer support\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How can I assist you today?\nCustomer: I have cameras linked to another account\nHuman Agent: Okay, do you have access to that other account or the email/phone number used to create it at all? \nCustomer: No it belongs to the previous home owner\nHuman Agent: To remove the cameras we will have to go through the unbind process\nHuman Agent: for that I will first need to look up each device to see what kind of account they are currently bound to\nCustomer: Ok\nHuman Agent: I will need each devices ID number which will be on the cameras sticker and start with ZMD, you can if you would like send a picture of each sticker if thats easy for you to do. \nCustomer: ZMD33IGDF288460\nCustomer: What is the customer service number\nHuman Agent: Okay, got the first one. Do you have what is called an NVR at the home at all? the account the first camera is tied to has an NVR tied to it so thats why I ask, If you do I will also need that devices ID number to confirm it is the same one. \nHuman Agent: We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\nCustomer: NVR ID: ZMD33IKB9206456\nHuman Agent: Okay, did you see my previous message about calls above at all?\nCustomer: Yes\nHuman Agent: Okay, do you wish for me to send you the scheduler or what do you prefer?\nCustomer: Not right now\nHuman Agent: Okay\nHuman Agent: so far I have found both of those devices, are there any more ID numbers you have to send?\nCustomer: NVR ID: ZMD33IKB9206456\nHuman Agent: I got that one already from your earlier message. \nCustomer: What else do you need?\nHuman Agent: So far you have only sent One cameras ID number, and The NVRs ID number, I will need all the cameras ID numbers, do you only have one?\nCustomer: ID:ZMD33IGDF287557\nCustomer: ID:ZMD33IGDF287519\nCustomer: ID:ZMD3316DF281495\nHuman Agent: Okay, Found all of those, is that all or are there more?\nCustomer: ID:ZMD33IGDF288183\nHuman Agent: Okay got that one. Any more?\nCustomer: ID:ZMD3316DF281376\nCustomer: Yes\nCustomer: ID:ZMD3316DF283747\nHuman Agent: Okay Found those two. \nCustomer: false\nHuman Agent: For some reason, I am not able to see the photo at all\nCustomer: Disregard the photo\nHuman Agent: Okay, is that all of the caemra IDs?\nCustomer: Yes it should be 7 cameras\nCustomer: 8 cameras \nHuman Agent: Okay, I was able to find all of the devices including the NVR. They are currently all bound to one account that was created using an email.  For unbinding an unbind request has now being sent to that email, if they respond and grant permission for the unbind or if after 30 days of no response occurs then I will unbind the devices and notify you, is the email juan.villegas90@yahoo.com the best one to reach you?\nCustomer: Yes\nHuman Agent: Perfect. Okay, that process is started. Just keep an eye on your emails inbox, also watch out for any messages that go in the spam folder as sometimes that can occur. \nHuman Agent: It does not tell me when the last time the previous account has accessed it and its very possible that they are able to view the cameras. In the meantime, just as a safety precaution, I would recommend you to unplug the NVR from the router, and if any cameras are plugged into a wall outlet unplug those as well. \nCustomer: Thank you\nHuman Agent: No problem, anything else I can assist you with today via chat?\nCustomer: That is all for today\nHuman Agent: Okay, Have a great day, and a happy new year."]
["Customer: Device connected but not showing on my phone \nCustomer: Cámara deleted but I cannot add it \nCustomer: How to add the camera \nCustomer: The device is not showing in the app\nCustomer: Customer service \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Hello , sure ! ID # 14FEDA287723\nHuman Agent: That camera is setup on a different account. The account is a @icloud.com email address and the first two letters are \"de\".\nCustomer: Oh! My husbands account ! DeOliveira.marcio, correct?\nHuman Agent: Yes, that is the account that the camera is on.\nCustomer: Ok thank you :)\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: I am having trouble with the schedules for different modes.\nI have one that switches to my evening security mode but for some reason I can not get it to switch back to the OFF mode by itself. \nI have put the schedule in multiple times but to no avail, it does not switch when it is supposed to. Does it go off of the time on the phone or some other timeframe?\nCustomer: Please read above message\nCustomer: Can someone, that is not a computer, contact me?\nCustomer: I need human help\nHuman Agent: I believe it should change based on the camera time, since you can have different devices with different time zones. You may want to double check the Mode Settings for the modes and each camera in that mode and check the time settings on the camera.\nCustomer: Ok tyvm. I will try that\nHuman Agent: You're welcome.\nCustomer: I looked at all the cameras and they are on the same time zone. \nWhy would the one mode change to the security, daily but the others won’t?\nHuman Agent: The other Modes won't change?\nHuman Agent: You would want to check the schedule that you have set for that mode. Check the time that you have it scheduled to turn on for that specific mode.\nCustomer: No. That’s what the issue is. The one mode will. Everyday I have it set to. But I have to keep changing it manually to the off mode. \nHuman Agent: You will want to check the Schedule you have set for the OFF mode."]
["Customer: Troubleshooting\nCustomer: I need to change the name and email address for this account. It is in Gail cassiday name and she passed away\nCustomer: What is your all a phone number \nCustomer: What no phone number that is is odd\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It's not possible to change the account email used for logging in, but if you create a new account and let me know the email it is under, I can help to move things to that account. You can create the new account from user.zmodo.com if you need to. \nCustomer: I can’t Change my email\nHuman Agent: It's not possible to change the account email used for logging in, but if you create a new account and let me know the email it is under, I can help to move things to that account. You can create the new account from user.zmodo.com if you need to."]
["Customer: How to delete device from other account\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: I am not able to download Videos from previous days\nCustomer: -1\nHuman Agent: Hi my name is Wendy\nCustomer: I am unable to download previous Daily videos\nHuman Agent: Which camera are you unable to download videos from?\nCustomer: It's not working in the app and it's not working on the web\nCustomer: Iphone\nCustomer: All\nHuman Agent: Which camera are you trying to download a video from?\nHuman Agent: What is the name or ID?\nCustomer: Pine Trail and Iris Lane\nHuman Agent: Are you using the clipping feature to save the video to your phone?\nCustomer: No I am trying to download the time lapse of the day, This was working before and stopped working last month\nHuman Agent: Tap on the playback button, tap on the calendar icon in the lower right, choose the date, scroll to the time you want to save, tap on the scissors icon, choose the length of video you want to save.\nCustomer: What is the maximum?\nHuman Agent: 30 minutes max on the phone app.  10 minute max on the web app\nCustomer: But I was able to download 24hrs  before what happened?\nHuman Agent: Do you get an error message when trying to download the time lapse?\nCustomer: No error message it just Shows the moving circle but never stops\nHuman Agent: go to your phone's settings for the Zmodo app and make sure photos are allowed. then try and save the time lapse again\nCustomer: I already did this and I've double checked and rebooted before and this time too. This is a very important.\nHuman Agent: Have you tried saving the time lapse from a different phone or tablet to see if you have the same issue?\nCustomer: Yes I think so but let me check again with my tablet\nHuman Agent: okay thanks\nCustomer: D/static_file/09ca79085d_1_20240920110254.jpg\nCustomer: Same thing it just gets stuck forever\nHuman Agent: Would you be willing to update your app password to abcd1234  I would like to login to see if I have the same issue.\n\n\nCustomer: Yes\nHuman Agent: thanks.  let me know when your password has been updated.\nCustomer: Ok done\nHuman Agent: okay one moment\nCustomer: I have a iphone 15\nCustomer: The app gets stuck and will not respond to anything then needs to be closed and restarted.\nHuman Agent: Okay.  Please wait a few moments so I can test it on my end\nCustomer: Thanks\nHuman Agent: I'm having the same issue but I'm going to wait a few more minutes, the flashback file was large that may be why it is taking longer to download.\nCustomer: Before August 14 it would take about 45 seconds to a minute to download the entire file, ever since then I've been completely unable to download. On all devices. The Web app is not even working correctly for me.\nCustomer: I thought it was taking a long time so I let it run for hours, It's still did not work.\nHuman Agent: okay I am checking with my supervisor, it may take a few minutes\nCustomer: Thanks let's please solve it, I brought this up in August but now it's very important.\nCustomer: I lost my August 14 file\nHuman Agent: okay I will work on getting that one.  this may be a little while.  \nCustomer: No problem this is very important\nHuman Agent: I think I have the file from the 14th downloaded.  I'm going to email it to you in just a minute.\nCustomer: Thanks, can we fix this problem going forward?\nHuman Agent: My supervisors are testing the issue too.  If there is an issue it will be reported for the developers to fix.  \nCustomer: Other people must be having the same problem.\nHuman Agent: No this is the first I have heard of this issue.  \nHuman Agent: I tested our account and did not have this issue but the file size was much smaller so it could possibly be how large the flashback files are for these cameras.  My supervisors are still testing the issue.\nCustomer: Thank you for the August 14 Flashback file. I was trying to download yesterday's when I realized this was still not working.\nHuman Agent: You're welcome\nCustomer: I just checked the The flashback and that's actually September 15, the file I needed was 20240814\nHuman Agent: okay I will see if I can get the Sept 14 file too.  Still trying to get the 19th.\nCustomer: August 15\nCustomer: Thank you for fixing this, that is why I subscribe to the cloud service so I can download these each day during construction.\nHuman Agent: Aug 15 isn't available to playback.  The farthest flashback I may be able to download is Aug 22.\nCustomer: Yes I know\nHuman Agent: what date are you needing the flashback for?\nCustomer: Oh I'm here waiting, is it fixed yet?\nHuman Agent: I can follow up with you by email after my supervisors have tested the issue on their end.  They have not finished yet.  It may be a while.\nCustomer: I don't mind waiting I just want to get it fixed\nHuman Agent: Yep, my supervisors are working on it now.  As soon as I have new info I will send you an email to alan@alanblack.com.\nCustomer: If you can send me Yesterdays flashback that would be great. I want to record construction and it will be every day for the next few weeks\nCustomer: Thank you I will watch my email.\nHuman Agent: We will continue working on it.  I will email you as soon as we have any new info.\nCustomer: Thank You"]
["Customer: I cannot delete zmodo camera from my web account\nHuman Agent: Hello, you've reached customer care, my name is Kylie. You cannot sue the web app to delete cameras, you will have to delete the camera from the mobile app instead."]
["Customer: I’ve been waiting a month and a half for you to remove my cameras that I bought at a garage sale from the previous owners account\nCustomer: Listen, I’m not going through this again. You guys got till the end of the day to remove them from their account or I’m contacting my lawyer. I went through this a month and a half ago so get it done.\nCustomer: I shouldn’t have to\nCustomer: You can remove them from the account already talked to a live agent that said they they were going to do that but they didn’t. They lied that’s considered false advertising.\nHuman Agent: Could I have the Device ID for one of the cameras? I can look up the Unbind Request.\nCustomer: I put these devices up on my house before the snow hit and there’s snow outside so no I can’t give you them. I can take a screenshot of the numbers that I have on the app. If you can’t do it like that I’ll just contact my attorney and I’m gonna sue you guys.\nCustomer: D/static_file/f7fccca4f1_1_20241206143444.png\nHuman Agent: Thank you.\nHuman Agent: You contacted us on 11/18/2024 to request the cameras be unbound from the previous account. We sent an Unbind Request email to the account the cameras are setup on. We have not yet received a reply to that Unbind Request. If we do not receive a response after 30 days we will unbind the cameras from the account. It will be 30 days on 12/18/2024."]
["Customer: Hello, I’m trying to connect a camera that’s on a account need to release that camera from the account so I can program it to this account\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Device ID is 16EQ17521903\nHuman Agent: Thank you. Have you setup this camera before? Or did you recently purchase the camera used?\nCustomer: I have several of these cameras laying around don’t know what account I had it on before, but I’m trying to connect it to my current account\nHuman Agent: That camera is setup on a @gmail.com email address and the first two characters are \"an\". Do you recognize the email address? If you do, then do you have access to that email address or that Zmodo account?\nCustomer: Not sure in the past, I had three retail stores that I had cameras installed in. That’s been some time ago. Can’t remember the email address that I had them under.\nHuman Agent: Alright, do you have the invoice or order information from the purchase of the camera?\nCustomer: No\nHuman Agent: As this camera is already bound to another account I can contact the previous account and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: See if that account connected to the name ANITA\nHuman Agent: There is not a name on the account. And just knowing the account email address would not be enough to remove the camera from the account. If you do not have access to the account and do not have the invoice from your purchase of the camera, then we will have to send an Unbind Request email to the account the camera is bound to. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: OK, thanks I’ll wait for your response\nHuman Agent: You're welcome, but I would need an email address to contact you at in order to send you a response.\nCustomer: I will contact you later with that email address that start with a N I think I know who it belongs to my sister\nHuman Agent: That is fine. What is the best email to reach you to notify you when the camera has been unbound?\nCustomer: Email address anitawoodard57@gmail.com\nHuman Agent: That is the email address you want me to contact you at when the camera is unbound?\nCustomer: No, I want you to check to see. Is this the email address that the cameras are assigned to?\nHuman Agent: No, that is not the email address that the camera is setup on.\nHuman Agent: What is the best email to reach you to notify you when the camera is unbound?\nCustomer: OK my email address is bro2star@yahoo.com my name is Larry Woodard thanks in advance\nHuman Agent: Thank you.\nHuman Agent: Do you have any questions?\nCustomer: no thanks for your time and your expertise. Have a blessed day.\nHuman Agent: You're welcome. You have a good day, too."]
["Customer: Set up\nCustomer: It says that my device is connected to another account but I don't have access to the account that the device is connected to so I don't know what to do\nCustomer: Can you connect me to customer support please\nCustomer: Ok\nCustomer: Still there?\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd16eqi7529664\nHuman Agent: Thank you. Is that the only camera that you have?\nCustomer: Yes\nCustomer: What now \nHuman Agent: Alright, that camera is setup on a @gmail.com email address and the first two characters are \"bl\". Do you recognize the email address? If you do, then do you have access to that email address?\nCustomer: No I don't recognize it I bought it at a garage sale so I wont be able to access it either \nHuman Agent: As this camera is already bound to another account I can send an Unbind Request. I will contact the previous owner and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: Burnitdownrightnow100@gmail.com\nHuman Agent: Thank you. Do you have any questions about the Unbind Request process?"]
["Customer: I have a second hand camera\nCustomer: But it says wen I try to add to my app that this camera is already on a different account and I need to reset this but I don’t have the information from that account \nHuman Agent: Hi my name is Wendy.  Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: What’s the number of customer support?\nHuman Agent: Hi my name is Wendy.  Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \nCustomer: ZK8-BFS23NM\nHuman Agent: The ID will be near this zk8 number.  The ID will start with ZMD\nHuman Agent: Please let me know the device ID starting with ZMD\nHuman Agent: or attach a clear picture of the ID\nCustomer: ZMD12KPCD000536\nHuman Agent: ZMD12KPCD000536 thanks.  the camera is connected to jo----@a-movil.com.  Did you purchase the camera on eBay?\nCustomer: No\nHuman Agent: ok  Please unplug the camera from power.  I will contact the previous account on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous account. If the request is denied then I would need the original invoice for anything further.\n\nI will follow up with you by email after the device/s have been unbound.\n\nHuman Agent: Its just this one camera you are needing unbound?\nCustomer: Yes\nHuman Agent: Okay thanks.  I will follow up with you by email after the device/s have been unbound.\nCustomer: Ok"]
["Customer: Set up\nCustomer: I have a zmodo cameras. The main email address is no longer good. I share the account with my new email address. Can I delete the main email address account and still keep the connection with the shared email address?\nCustomer: how do you update the email address for the main account\nCustomer: I don't want a previous person to have access to the cameras. How do I keep this from happening\nHuman Agent: You cannot change the email address used to log in to an account. If you want to use a different email address, then you will need to delete the devices from the account they are setup on and then connect them to the account you want them setup on.\nCustomer: how do I do this\nHuman Agent: Log in to the account the cameras are setup on. Tap on Settings next to My Devices. Tap on the system to go to the Device Settings. Tap on the three dots in the top right corner. At the bottom of the screen it will say \"Delete Device\" or \"Remove Device\".\nCustomer: how do I set up the devices on my new account\nHuman Agent: That would depend on the device that you are setting up. Could I have the Device ID? It should start with ZMD and will be on a sticker on the bottom of the device.\nCustomer: Account Number 12647693 the original account number that was set up\nCustomer: ZMD13HNEB000489\nHuman Agent: Here are the instructions to add an NVR to your account:\n\nPlug in the device to both power and the router, make sure your phone is connected to the same router as the NVR.\nOpen the App and confirm you are signed in with the account you want the device linked to.\nTap the plus sign (+) on the top right and select Legacy, then Smart Kit.\nTap the check mark to confirm the NVR is powered up, this will prompt the app to do a network search for the NVR.\nIf the app locates the NVR it will show you the option to select the NVR and Name it. The name goes on the same line as the Device ID, after entering a name you can adjust the time zone and enter a password for your device.\nLastly tap on the checkmark at the bottom to add the device.\nCustomer: thanks\nCustomer: Can I get this chat emailed to me\nHuman Agent: No, I cannot email you the chat. You can take a screenshot of it or I can send you an email with the Smart Kit instructions.\nCustomer: please\nCustomer: jlpoynter81@aol.com\nHuman Agent: Alright, I will send you an email with the NVR setup instructions.\nCustomer: thank you\nHuman Agent: You're welcome.\nCustomer: I got the email, thank you\nCustomer: have a great day\nHuman Agent: Thank you. You have a good day, too."]
["Customer: Set up\nCustomer: I need to reset camera\nCustomer: It’s link to another account \nCustomer: I don’t know information to the account it was my son father account \nCustomer: 1\nCustomer: Do you have number for customer service \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: They said send the numbers on the back of the camera so they could erase them off of the other account so I can set up a new account\nCustomer: Set up\nCustomer: Delete account \nCustomer: Agent\nCustomer: Agent\nCustomer: Zmd13ILE2262480\nZmd13ILE2362591\nZmd16LRI7206606\nZmd13ILE2262544\nHuman Agent: Let me take a look at those cameras.\nHuman Agent: Those four cameras are setup on a phone number account, *******130. Do you recognize the phone number that the cameras are setup on?\nCustomer: Zmd13ILE2262480\nZmd13ILE2362591\nZmd16LRI7206606\nZmd13ILE2262544"]
["Customer: hi\nCustomer: I wanted to cancel a request since I was able to find the installer\nCustomer: Agent\nCustomer: no, thanks.\nCustomer: Yesterday I wanted to unlink the account of the person who installed my system because I couldn't find him but I already found him and I wanted to cancel the unlink order\nCustomer: did you understand?\nHuman Agent: Hi my name is Wendy.  \nCustomer: ok, hi Wendy \nHuman Agent: You contacted us about unbinding cameras and now no longer need them unbound?\nCustomer: correct\nHuman Agent: Let me check to see who you were talking to yesterday, one moment\nHuman Agent: I found the previous chat, I will let the agent know you no longer need the cameras unbound.\nCustomer: The installer gave me the user now I can do it\nHuman Agent: Okay.  I found the previous chat, I will let the agent know you no longer need the cameras unbound.\nHuman Agent: Thank you for letting us know!\nCustomer: you are welcome\nCustomer: thank tou so much\nHuman Agent: Thanks!  Have a great day\nCustomer: also for you\nCustomer: bye\nHuman Agent: bye"]
["Customer: Hello. My phone has lost all data on this app. I had to reset my account, now no cameras are showing. \nHuman Agent: Hi my name is Wendy\nHuman Agent: Please let me know the device IDs on one of your cameras.  The device ID will be listed on a sticker on the camera and will start with ZMD or GSG\nHuman Agent: With the device ID I can check what email/phone the camera is connected to\nCustomer: My cameras are at another house. I keep an eye on my vacant house with 3 cameras. Can u pull up my account with my old email or phone number?\nHuman Agent: Its possible you are logged into the app with the wrong email/phone.  You can try logging with other emails/phone numbers to try and login to the correct account.\nCustomer: I’ve tried using my husbands info also and get the same thing. I have my old email and password written down.\nHuman Agent: what is the old email?\nCustomer: shabbybirdhouse@yahoo.com\nHuman Agent: shabbybirdhouse@yahoo.com doesn't have any cameras connected to it.\nHuman Agent: It looks like the account for shabbybirdhouse@yahoo.com was created today.\nCustomer: I know. But that was my original email. Had 3 cameras \nHuman Agent: Do you have any other emails/phone numbers that the cameras may be connected to? or what is the device ID on one of the cameras?  I could check what email/phone it is connected to with the ID\nCustomer: Guess I’ll have to go out to the other house. \nCustomer: I recreated my account because it was not being recognized.  \nHuman Agent: okay.  live agents are here on live chat until 6pm CST today (M-F 9am-12pm CST & 1pm-6pm CST) if you need to contact us again later.  Ask for an AGENT and we will be able to help.\nCustomer: K"]
["Customer: My cameras are connected to an old account. I need to transfer them to this account \nCustomer: I don’t have access to that account anymore. It was my wife’s account and we are now divorced and she moved out\nCustomer: Can I add my old cameras to my new account?\nCustomer: Speak to representative \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/f0c09443fe_1_20241004135853.png\nHuman Agent: Those look like cameras that will plug in to an NVR system. Could I have the Device ID for the NVR? It will be on a sticker on the bottom of the NVR.\nCustomer: D/static_file/7e7f51b493_1_20241004140203.jpeg\nHuman Agent: As these cameras and NVR are already bound to another account I can send an Unbind Request. I will contact the previous account and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: Vendettisroofing@gmail.com\nHuman Agent: Thank you. I will get the Unbind Request sent. Do you have any questions?\nCustomer: That is it. Thank you very much \nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Representative\n\nHuman Agent: How can I assist you?\nCustomer: Hi grant I recently bought a house that has 4 Zmodo cameras that were previously installed and I tried to access them but I couldn’t figure out how to set them up. I was hoping you could help\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Change id\nCustomer: Change account ID\n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. When you say change account ID, do you mean the email you use to log in?"]
["Customer: Camera linked to another account that I can no longer access \nCustomer: No access \nCustomer: I don't have access to my old account \nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Rest \nCustomer: Reset\nCustomer: How to reset \nHuman Agent: Hi my name is Wendy\nCustomer: Hi\nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: ZMD13DRDA002816\nHuman Agent: ZMD13DRDA002816 is connected to a phone number account ending in 542.  You no longer have access to this phone number?\nCustomer: No I don't have access \nHuman Agent: Please attach a copy of your receipt for the camera and I should be able to unbind it for you.\nCustomer: I no longer have the receipt I've had this camera for a few years now \nHuman Agent: I will contact the previous account on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous account. If the request is denied then I would need the original invoice for anything further.\n\nI will follow up with you by email after the device/s have been unbound.\n\nCustomer: Okay"]
["Customer: Agent\nCustomer: Delete my account \nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hello, again, I am the rep who was assisting you previously. Do you have access to the account the cameras are currently bound to at all?"]
["Customer: How do I sign in with my original email account # 216327\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You would log out of this account and then log in using the email of that other account."]
["Customer: Troubleshooting\nCustomer: I need to talk to someone \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?\n\nCustomer: I can’t view the cameras \nCustomer: I can’t play back \nHuman Agent: Okay can you view the live video? \nHuman Agent: Is it just the playback you cannot see?"]
["Customer: I have an account but can't remember my password \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. If you're unsure of the account email or phone number as well, please let me know an ID from a camera on the account."]
["Customer: Troubleshooting\nCustomer: Delete account \nCustomer: Agent\nCustomer: I no longer have the devices and I want to delete my account \nHuman Agent: Alright, I can send you an email with our Data Subject Rights form. You would need to complete that form and return it and we will delete your account.\nCustomer: Ok\nCustomer: Through the email right?\nHuman Agent: Yes, the form will be attached to the email and you can reply to the email.\nCustomer: Perfect\nCustomer: I'll waiting for it\nCustomer: TY\nHuman Agent: I sent the email, so if you do not see it, check your Spam folder.\nHuman Agent: You're welcome. Please let me know if you have any questions.\nCustomer: No that all TY \nHuman Agent: You're welcome."]
["Customer: Hi\nCustomer: NVR - need to RESET “Password”\nCustomer: I forgot my current password\nCustomer: Okay… thank you.  Will try\nCustomer: Clarification - this is to log into the NVR?  The log in is “admin” on my monitor\nCustomer: I need to adjust my Camera recording time\nCustomer: NVR not recording, appears power outage cause me to hve to re-set up times to record\nCustomer: This has happened before but, i jus cannot log in\nCustomer: No not compromised\nCustomer: Yes Recording Schedule disrupted due to power outage.  This happened a while ago.  Jus now time to try log in and re-set all.\nBut cannot log in.\n\nSO original instruction correct to Re-set Password for NVR?\nCustomer: Great\nCustomer: Thanks\nCustomer: Based on above\nCustomer: Trying reset Password to access NVR\nCustomer: On APP, no option for “forgot” password\nCustomer: Its asking for current, then new password.\nCustomer: I dont know current password\nCustomer: There is no option\nCustomer: I do not need to change acct name\nCustomer: I need to RESET password. I forgot password\nCustomer: Is there a option on a website??  APP does not show opt “forgot” passwotd\nCustomer: Customer support phone number?\nCustomer: Thanks\nHuman Agent: Are you trying to reset the password to your account? Or the password to log in directly to the NVR on a monitor that it is connected to>\nCustomer: Hello\nCustomer: Need Customer Care Agent"]
["Customer: Troubleshooting\nCustomer: Hi Mira, \nWe got a new home and the cameras were left behind. We’d love to set them up however no access to any old account prior to them. Can you help? \nCustomer: 1\nCustomer: Ok! I have the ZMD stickers \nCustomer: Please help support \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/86f1603758_1_20250217155219.jpeg\nCustomer: D/static_file/1cd074b0ba_1_20250217155240.jpeg\nCustomer: D/static_file/a2879c8a00_1_20250217155250.jpeg\nCustomer: Device 1: ZMD13/1DA249084\nCustomer: Device 2: ZMD13/1DA250454\nCustomer: Device 3: ZMD13|1DA249285\nCustomer: Those are the 3 cameras. Thanks! \nHuman Agent: As these cameras are already bound to another account I can contact the previous account and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: best email is: Jaee.mendez91@gmail.com\nHuman Agent: Thank you. Do you have any questions about the Unbind Request process?\nCustomer: No, we just wait 30 days. With or without response, correct?\nHuman Agent: It may be earlier if we receive a response. But if we do not receive a response after 30 days, then we will unbind the device."]
["Customer: Set up\nCustomer: Good day I am in Jamaica and the time is now 2:15 pm in the day but I don’t know which device time zone to choose so that the cameras show the correct time \nCustomer: Will try but not seeing eastern standard time \nCustomer: How to update firmware please \nCustomer: I see device version \nCustomer: I see device version but no update \nCustomer: But I need to have the right time on the cameras \nCustomer: Ok \nHuman Agent: Hi my name is Wendy.  \nHuman Agent: For Eastern time you would want to make sure the time zone is set to \"The east in the USA and Canada\""]
["Customer: Hi Mira do you speak Spanish\nCustomer: customer service in Spanish please\nCustomer: 1\nCustomer: Agent\nCustomer: I need customer services agent in Spanish please\nHuman Agent: ¿Cómo puedo ayudarte?\nCustomer: Hola necesito ayuda para resetear mi NVR\nCustomer: Me hackearon mi correo electronico y no puedo acceder a mis camaras con ese correo electronico\nHuman Agent: ¿Podría darme el ID del dispositivo NVR con el que está trabajando? Debería comenzar con ZMD y debería estar en una etiqueta blanca en el NVR.\nCustomer: 15KW73JH501DA9Y\nHuman Agent: Gracias. ¿Tiene la factura o la información del pedido de la compra del NVR?\nCustomer: NO LOS COMPRE HACE ANOS\nHuman Agent: Como este NVR ya está vinculado a otra cuenta, puedo comunicarme con la cuenta anterior y solicitar que eliminen la cámara de su cuenta; sin embargo, debo esperar 30 días para recibir una respuesta. Cuando reciba una respuesta o al final de los 30 días si no recibimos respuesta, desvincularé el dispositivo y me comunicaré con usted. ¿Cuál es el mejor correo electrónico para comunicarme con usted?\nCustomer: el correo electronico de la otra cuenta ya esta cerrada por seguridad\nCustomer: como te podrias comunicar con ella?\nHuman Agent: Muy bien, eso está bien. Aún tendré que enviar un correo electrónico de solicitud de desvinculación a la cuenta a la que está conectado el NVR. ¿Cuál es el mejor correo electrónico para comunicarme con usted cuando el NVR está desbloqueado?\nCustomer: figueroadina@yahoo.com\nHuman Agent: Gracias. ¿Tiene alguna pregunta?\nCustomer: es Todo gracias\nHuman Agent: De nada."]
["Customer: do you have to log in on you mobile phone to delete cameras off your account\nCustomer: there is no three dots in right corner when I hit live\nCustomer: all 4 cameras show up on my account\nCustomer: I hit the live button\nCustomer: it takes me to a black screen\nHuman Agent: Hello, you've reached customer care, my name is Kylie, You would click live on the camera, click the settings gear then hit the three dots \nCustomer: I'm logged in on my computer\nHuman Agent: You cant delete cameras from the web app only the mobile app.\nCustomer: oh\nCustomer: that's why I cant see anything\nCustomer: duah\nHuman Agent: Is there anything else I can assist you with today?\nCustomer: I am not able to log in on my phone\nCustomer: why\nHuman Agent: Are you entering in your phone number then the password to log into the account?\nCustomer: yes\nHuman Agent: If it is not working there may be a typo in the phone number or the password, if you have to you can reset the password"]
["Customer: Hello I’m having trouble connecting to my old camera that was connected to my roommates phone. \nHuman Agent: Hi my name is Wendy.  Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\n\nCustomer: D/static_file/4e2abbef84_1_20241218110324.jpg\nCustomer: ZMD24IAH6001437\nHuman Agent: ZMD24IAH6001437 is online connected to me----@gmail.com\n\nIf you do not have access to this other account please unplug the camera from powre\nHuman Agent: Please attach a copy of your receipt here for the camera and I should be able to unbind the camera for you\nCustomer: Okay i have unplugged the camera \nHuman Agent: okay good thank you!  Please also attach your receipt here and I should be able to unbind the camera for you\nCustomer: I don’t have the receipt this was bought years ago \nHuman Agent: I will contact the previous account on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous account. If the request is denied then I would need the original invoice for anything further.\n\nI will follow up with you by email after the device/s have been unbound.\n\nCustomer: My roommate still has access to the email, but she doesn’t know her password and it locked her out \nHuman Agent: I will contact the previous account on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous account. If the request is denied then I would need the original invoice for anything further.\n\nI will follow up with you by email after the device/s have been unbound.\nCustomer: Ok thanks i will tell her to check her email right now \nHuman Agent: Sounds good.  I will email you as soon as the camera has been unbound\nCustomer: She said she unbounded it \nCustomer: Via email \nCustomer: Hello"]
["Customer: I moved into a new house and they left the security system. I was wondering if there was a way to set it up so I could use it. \nCustomer: What is customer support’s number \nCustomer: Agent \nHuman Agent: Could I have the device ID of the camera or NVR you are working with?  It should start with ZMD and should be on a white sticker on the NVR, camera, or bracket, its usually under a barcode.\nCustomer: ZDM-DX-SAN8\nHuman Agent: Okay, there will be a Device ID on the same sticker as that Model."]
["Customer: Won't connect to new wifi password \nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Agent \nCustomer: I have two issues.\nHuman Agent: How can I assist you?\nCustomer: On October 8th, I replied to an email from yall and didn't get a response. And 2, I changed my wifi password and my cameras will not connect. \nHuman Agent: There was a reply to the email. Wendy replied on 10/8 at 1:14 PM CST. I will send you the two messages that she sent.\nHuman Agent: Could you please uninstall the Zmodo app, restart your phone, then reinstall the Zmodo app allowing all permissions during the install, then try again to enable the 2-step verification?\nHuman Agent: You could also try and enable the 2-step verification from a different phone or tablet to see if you have the same issue.\nHuman Agent: As for the changed Wi-Fi password, you will want to setup the cameras with the initial setup method. The two cameras on your account will use the QR Code setup method.\nCustomer: I did that and it didn't work.\nCustomer: When I use dayof16tharies@msn.com the code never comes. When I use emptyhollowshell@gmail.com, I get a message stating the email is already used.\nHuman Agent: The 2-factor authentication is working on our end when we test it. You can try using another phone or tablet to see if it will send you an email. Or you can try with another account as your email could be blocking the emails or not receiving them.\nCustomer: Okay. Thank you. Have a nice day.\nHuman Agent: You're welcome. You have a good day, too."]
["Customer: Purchased used cameras and when I try to Log on, it says device is already connected to another account. Any way to clear them? \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD18FL1G505504 is one. I got 3 \nHuman Agent: Alright, could I have the Device IDs for the other cameras?\nCustomer: ZMD18FL1G500936\nand \nZMD18FL1G508302\nHuman Agent: Thank you. Do you have the invoice or order information from the purchase of the cameras?\nCustomer: No. Was a Facebook Marketplace purchase. Paid cash and didn’t get a receipt \nCustomer: The lady said she purchased them from Goodwill and couldn’t figure out how to get them to work so was passing them on \nHuman Agent: As these cameras are already bound to another account I can contact the previous account and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: Sportsmom50@gmail.com \nHuman Agent: Thank you. Do you have any questions?\nCustomer: I will definitely unplug the devices then! I guess that means the original owner could see inside my home \nHuman Agent: If the cameras are connected to your Wi-Fi network, then the original account would be able to see the video. So yes, I would recommend leaving the cameras unplugged during the Unbind Request process.\nCustomer: Will do! \nCustomer: So I just wait to receive an email, correct? \nHuman Agent: We will contact you when we receive a response or after 30 days with no response."]
["Customer: Para borrar los equipos de esta cuenta y agregar ha otra \nCustomer: Agente \nCustomer: 1\nCustomer: Agente \nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon. Puede ir a la configuración a la derecha de Mis dispositivos en la página de inicio de la aplicación, seleccionar un dispositivo, tocar... en la parte superior derecha y luego elegir eliminar el dispositivo para eliminarlo de una cuenta. Entonces podrás configurarlo en una nueva cuenta.\nCustomer: Ok\nHuman Agent: Déjame saber si tienes algún problema.\nCustomer: No me deja borrar los dispositivos \nHuman Agent: ¿Qué pasa cuando lo intentas? ¿Estás en un dispositivo Android o iOS?\nCustomer: Listo ya los borre con esto ya puedo agregarlos ha otra cuenta \nHuman Agent: Sí, ahora puede agregarlos a una nueva cuenta."]
["Customer: can i watch a live stream over the internet without a subscription?\nCustomer: is it possible to watch a camera live stream without a subscription?\nCustomer: do i have to be on the same network to watch the live stream?\nCustomer: can i watch the live stream over the internet\nHuman Agent: Hi my name is Wendy.\n\nYou can view the live feed from Zmodo wifi cameras on the Zmodo app without a subscription.\nHuman Agent: As long as your phone is connected to wifi you can be anywhere -you don't have to be connected to the same network.\nCustomer: perfect thanks, that's what I was wondering.\nHuman Agent: You're welcome\nCustomer: but I can't watch history without a subscription right?\nHuman Agent: The Zmodo app is a free download.  Paid cloud plans are optional not required.\nHuman Agent: The basic cloud plan is included with the free Zmodo app\nCustomer: ok thanks\nCustomer: ok thanks!\nHuman Agent: You can playback up to 10 second motion alert clips from the past 12 hours with the basic plan."]
["Customer: Set up\nCustomer: moved lost my password\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the account you're currently trying to access?\nCustomer: joe581531\nHuman Agent: Accounts are under either an email or a phone number depending on what you signed up with."]
["Customer: I had my devices on my laptop but now my account says no devices\nHuman Agent: Please provide the device ID of one of the camera/s  you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: I have done all of that and i did not help\nHuman Agent: Hi my name is Wendy by the way.\nCustomer: I am Ron\nHuman Agent: Please provide the device ID of one of the camera/s  you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \nHuman Agent: Please let me know the device IDs on one of the cameras so I can check what email/phone it is connected to.  Its possible you are logging in to the wrong account\nCustomer: zmd33e9e8254728\nHuman Agent: ZMD33E9E8254728 is connected to ro----@roadrunner.com\nHuman Agent: if you are logging in to the app with obwan29@yahoo.com log out then login with  ro----@roadrunner.com instead\nCustomer: Thank you that is another of my accounts. I will try that \nHuman Agent: You're welcome!  Let me know if you have any trouble\nCustomer: Thank you that seemed to work. Is it possible to change my login?\nHuman Agent: No, unfortunately it is not possible to update the account email since that is the account identifier.  You could delete the devices then set them up to a different account.\nHuman Agent: You have paid cloud plans connected to the other account though\nHuman Agent:  you would want to cancel the cloud plans then after they expire you could sign up for new cloud plans under the new account.\nCustomer: I'll stick with what I have. Thank you for your help Have a good rest of your day. good by\nHuman Agent: Bye!  Have a great evening!"]
["Customer: Troubleshooting\nCustomer: Connection to WiFi problems\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \n\nCustomer: Zmd17fa7800435\nHuman Agent: That doesn't seem to be enough characters. Could you please send a picture of the ID?\nCustomer: D/static_file/01a2897ea9_1_20250305145136.jpg\nCustomer: Do you see it\nHuman Agent: Yes, it seems to be ZMD17FAI7800435. This device is already bound to another account where the email starts with el and it is at gmail.com, is that familiar to you?\nCustomer: Yes\nHuman Agent: Okay, do you have access to log into that account?\nCustomer: Not right now, give me the instruction on how to fix it\nHuman Agent: Do you have the receipt or invoice from it's purchase?\nCustomer: Yes, I do but not right with me \nHuman Agent: Okay, the set up itself can be done with the QR setup so I can send instructions for that below, but it would not add to this account and would only be accessible from the other account. For unbinding, if you do not have access to any of the things I mentioned, I can send an unbind request to that email requesting permission to unbind it so you can add it here. They would have 30 days to reply. If they reply and approve or do not reply in 30 days, it would be unbound. If they reply and deny the request, I would not be able to proceed. Would you like me to go ahead and send an unbind request?\n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Thank you\nHuman Agent: No problem, would you like the unbind request sent then?\nCustomer: What does the unbind do, will it allow this camera to work\nHuman Agent: I explained previously that it is bound to another account and if you want to bind it to this account, it would need to be unbound from the other account first. \nCustomer: I understand, let it bound for now until we fix the problems we have with all the camera\nHuman Agent: Okay, until unbound you will not be able to add it to this account. \nCustomer: That is okay for now until we resolve problems with all the cameras we are having problems with. \nHuman Agent: What other cameras are you having trouble with?\nCustomer: Totally seven camera are not responding, three in a Limbo\nHuman Agent: What are the IDs of the cameras you need help with? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Right now I cannot continue working on them, I will get back to it another time\nHuman Agent: Okay, feel free to reach back out when you want further assistance. \nCustomer: Sure, thank you very much"]
["Customer: HELP \nCustomer: I need a live person \nCustomer: I got my camera to reset. I’m trying to reads it to my app and it says delete it to add it. Everything I have tried can’t find the camera to delete it so I can add it \nCustomer: Online support is not accurate to what my app shows me \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device, can you send me all the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid. Once I have that I can look up more details for the device.\nCustomer: ZMD1889IH801198\nZP-IBH23-W\nCustomer: That’s the one to reconnect, do you need the other 4?\nHuman Agent: I would only need the IDs of the devices your having trouble reconnecting. \nCustomer: You have it then \nHuman Agent: I tried to look up the ID number but it did not come up in the system, cameras that have already come online will pop up so I believe there may be a typo or a missed character. Would you be able to try sending a picture of the ID number from the sticker for me to compare and try to look up again?\nCustomer: D/static_file/c315014034_1_20250127092123.jpg\nHuman Agent: Perfect, one moment\nHuman Agent: I found this device, it is online but currently is tied to another account, that account was made with an email, I cannot give you the full email but I can give the first 3 letters and the domain for the email, One moment while I get that for you.\nHuman Agent: den***@att.net Is the email, do you have access to that email or are you perhaps able to try logging into that account if you recognize it? \nCustomer: Yes that’s the correct account. The camera is just gone from the app and I don’t know how to get it back on there \nCustomer: I’m on the email currently \nHuman Agent: Currently youa re contacting me from an account amde with the email \nden502000@hotmail.com\nCustomer: Interesting how did that get on my home email. How do I get it back to my phone email?? \nHuman Agent: this is not the same account that the camera is tied to as that account was made with the other den***@att.net email. Can you try logging out from this account your contactign from thent ry to login to the other account with the den***@att.net email at all? \nCustomer: I’m so confused \nHuman Agent: you would navigate to the Home section of the mobile app, then click logout from there.\nHuman Agent: once logged out you would try to login with the den***@att.net email.\nCustomer: Is there anything I can do on my home computer to disconnect it \nCustomer: I have no idea how it could’ve gotten switched \nHuman Agent: No, you can only login to the accoutn from a computer and view it, only from the mobile app can you do any changes like that.\nCustomer: All 5 cameras were working fine together since we got them \nHuman Agent: If your on the web app currently you can logout from your accoutn area on the left side, or from the top right area \nHuman Agent: Yes, this camera is currently online you are just not logged into the correct account in order to view it properly. \nCustomer: I will try\nHuman Agent: Okay"]
["Customer: I want the Christmas icons off my screen. I don't know why you guys do that every year. Not everyone believes in Christmas \nCustomer: So my camera setting will have continued Christmas theme? \nCustomer: Can I talk to a human\nCustomer: Agent\nCustomer: I just want the Christmas icons off my settings. I don't put them there\nHuman Agent: Hello, you've reached customer care, my name is Kylie. There is no way to turn off the Holiday theme, It will  last until the next update for you.\nCustomer: Do you guys realize not everyone is Christian? \nHuman Agent: That really does not concern us what your religion is, Our Holiday theme its meant to be Festive for the season. \nCustomer: For those that don't want it we should be able to turn it off\nCustomer: Or just run from Christmas eve til the New Year. Holidays are over\nHuman Agent: You will have to manage with it until the next update for the app occurs then it will go away."]
["Customer: Set up\nCustomer: I’m connected to my internet with both devices and it still says it’s linked to another device \nCustomer: Can I call customer support\nCustomer: Agent\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: ZMD16EQI7512353\nHuman Agent: Did you just purchase the camera? \nCustomer: ZMD16EQI7512387\nCustomer: My brother did and it was brand new just never hooked them up \nCustomer: I’m trying to hook them up now and they are saying they’ve been hooked up already \nCustomer: I have 2 more other ones too that won’t link \nHuman Agent: Can you get me the other 2 IDs? \nCustomer: ZMD16FFI7903750\nCustomer: ZMD16FKI7203076\nHuman Agent: All 4 are linked to an email account, do you know if your bother would have access to the account. \nCustomer: He bought them off Amazon new he never hooked them up \nHuman Agent: Okay is he able to provide the amazon receipt? \nCustomer: He’s looking \nHuman Agent: Okay, I can provide a hint for the account if wants to check if he knows the account. \nCustomer: Can you provide the email ? \nCustomer: Yeah what’s the hint \nHuman Agent: The email starts with bu************@gmail.com \nCustomer: Yes he does have access to it how can we disconnect them? \nHuman Agent: To remove a device from your account, please follow these steps:\n\nGo to the device's Live View.\nTap the gear icon.\nTap the three dots icon.\nSelect \"\"Delete Device\"\".\nHuman Agent: Was he able to remove the devices? \nCustomer: We are working on it \nHuman Agent: Okay \nCustomer: He’s getting it now"]
["Customer: Set up\nCustomer: I need help setting my cameras up!\nCustomer: I'm stuck at the QR scanning. Ones flashing green the other is a solid blue \nCustomer: Okay so what's next\nCustomer: Can I speak to a representative \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD19I2IH403634\nCustomer: ZMD19I2IH403667\nHuman Agent: Thank you. It looks like those cameras are setup on another account. Have you setup these cameras before? Or did you recently purchase or receive the cameras?\nCustomer: Yeah I bought them from a friend\nHuman Agent: Alright, do you have an invoice or order information from the purchase of the cameras?\nCustomer: Yes I can grab it from her. She got it online so theirs that receipt?\nHuman Agent: No, I mean from when you bought the cameras. If you did not get one, then I would just send an Unbind Request email to the account they are connected to.\nHuman Agent: I will contact the previous owner and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?"]
["Customer: Troubleshooting\nCustomer: hello\nCustomer: im trying to log in my account but i cant see the code which i need to write\nCustomer: agent\nCustomer: im trying to log in my account but i cant see the code which i need to write\nCustomer: Troubleshooting\nCustomer: D/static_file/0b0ba248dc_1_20250227141111.png\nCustomer: check this out. im having difficulty to see that code\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you trying to login on the Mobile app or from a computer?\nCustomer: hello\nCustomer: hello"]
["Customer: hablar con un asesor\nCustomer: agente\nCustomer: ok\nHuman Agent: Hola mi nombre es Wendy.  ¿Cómo puedo ayudar?\nCustomer: I can*t unlink my camera\nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: ZMD17L6IH800266\nHuman Agent: ZMD17L6IH800266 is connected to ma---@gmail.com\nHuman Agent: You do not have access to this other account?\nCustomer: I have access to zmodo account\nHuman Agent: you can login to the app with this email?\nCustomer: Yes\nCustomer: but at the time that I do the inlink my app get bug\nHuman Agent: okay great!\nCustomer: and I don´t know why\nHuman Agent: your app gets a bug?  Could you provide a screenshot of what you are looking at?\nCustomer: ok\nCustomer: D/static_file/19a14c83c5_1_20241119131514.jpg\nCustomer: D/static_file/592b77f060_1_20241119131523.jpg\nHuman Agent: What is the issue you are having?\nCustomer: wait\nHuman Agent: ok\nHuman Agent: ZMD17L1IH801482 is connected to a different account ma----@hotmail.com\nZMD17L6IH800266 is connected to ma---@gmail.com\nCustomer: D/static_file/d19b7e3a84_1_20241119131745.jpeg\nCustomer: D/static_file/0250ddc9a5_1_20241119131754.jpeg\nCustomer: the last photos are the correct photos\nHuman Agent: ZMD17L1IH801482 is connected to ma----@hotmail.com\nZMD17L6IH800266 is connected to ma---@gmail.com\nHuman Agent: you must have 2 accounts?  one camera on each?\nCustomer: I need to unlink the ZMD17L6IH800266\nCustomer: and link that one to marckmg70@hotmail.com\nHuman Agent: Tap on the live button of the camera, tap on the gear shaped icon in the upper right, tap on the 3 dots in the upper right, delete camera.\nHuman Agent: Then you can set it up to a different Zmodo app account \nCustomer: Yeah I already do it\nCustomer: but when I do that\nHuman Agent: no ZMD17L6IH800266 is still connected to the ma----@gmail.com  it hasn't been deleted.\nCustomer: my app gets bug\nHuman Agent: are you using an android phone?\nCustomer: yes\nCustomer: I´m going to try it again\nHuman Agent: okay.  If you contact us from your gmail email I should be able to unbind the camera so it can be setup to a different account.\nCustomer: i´m trying\nHuman Agent: Okay one thing you could try is clearing your app data for the Zmodo app and reinstall the app, then try and delete the camera again.\nCustomer: Could help with the password of the app, I explain you\nHuman Agent: If you forgot the app password you can reset it on the login screen by tapping on \"forgot password\"\nCustomer: this account belongs to an old man\nHuman Agent: ok\nCustomer: and He forgot his credencials\nCustomer: He has access of the app\nHuman Agent: If he forgot the app password he can reset it on the login screen by tapping on \"forgot password\"\nCustomer: ok\nCustomer: The passwoird will be send to gmail account right?\nHuman Agent: the verification code will go to the gmail.  he would enter that code on the same screen where he entered his email to reset the password\nCustomer: He forgot his gmail password \nHuman Agent: he would need to reset that through gmail\nCustomer: Ok I will try it\nCustomer: Thank you\nHuman Agent: ok\nHuman Agent: You're welcome"]
["Customer: Agent\nCustomer: Hello Grant\nCustomer: I chatted with you yesterday on logging out of all devices\nCustomer: It has been 24 hours but still haven't logged out of any devices\nHuman Agent: If you reset it in the app with the old password, then you can try resetting it from the Forgot Password screen on the web app and use the verification code. Go to https://user.zmodo.com/changepwd and enter the email address, then you will receive a verification code.\nCustomer: Yes, i did it from the web\nHuman Agent: You may want to try the reset again and make sure that it is a different password that you have not used before. Otherwise, you can create a different account and setup the cameras on another account.\nCustomer: Ok, let reset again"]
["Customer: I need to talk to an agent\nCustomer: Agent\nCustomer: You still there?\nHuman Agent: How can I assist you?\nCustomer: I need to speak to an agent\nHuman Agent: You have been connected with a Customer Care Agent. How can I assist you?\nCustomer: Hi are you an agent?\nCustomer: -1\nCustomer: Hello?\nHuman Agent: Yes, I am. Are you receiving my messages?\nCustomer: No\nHuman Agent: How can I assist you?\nCustomer: I’m trying to gain access to 3 cameras in my house\nCustomer: The app says they are connected to a different account\nHuman Agent: Could I have the device ID of the cameras you are working with? Each Device ID should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD14cwe2206782\nHuman Agent: That camera is setup on a phone number account, *******241.\nHuman Agent: Do you recognize the phone number?\nCustomer: Yes\nCustomer: Zmd14cwe2207463\nHuman Agent: If you do recognize the phone number, then you will want to log in to the app using the phone number.\nCustomer: Zmd14g3e2266694\nCustomer: Ok I will try that\nCustomer: Ok, we got in.  Thx\nHuman Agent: You're welcome."]
["Customer: yes I have two accounts on here and I do not know how to get rid of one of them how do I do that do I just log out of the account completely and it will go away or what\nCustomer: yes I have two accounts on here and I do not know how to get rid of one of them how do I do that do I just log out of the account completely and it will go away or what\nCustomer: okay thank you\nCustomer: okay thank you\nHuman Agent: Hello, you've reached customer care, my name is Kylie. To delete an account you would have to fill out an account deletion forum, I can send that to you via email if you would like to do that, what is the best email for yourself? \nHuman Agent: Hello, you've reached customer care, my name is Kylie. To delete an account you would have to fill out an account deletion forum, I can send that to you via email if you would like to do that, what is the best email for yourself?"]
["Customer: Hi I am going to give this camera system to someone else how do I transfer the account to a new email\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. \n\nHuman Agent: As our chat bot mentioned, you'll need to remove the devices from your account. I could also assist with that, would you like me to remove all of the devices from your account?"]
["Customer: Perdi mi cuenta y quiero poner mis camaras en mi nueva cuenta\nCustomer: -1\nHuman Agent: Hola, te has comunicado con atención al cliente. Te habla Marcela. ¿Podrías darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras.\nCustomer: Zmd17cgi8207537\nZmd 16hia201768\nZmd17cgi8207385\nHuman Agent: Para comprobar el estado actual de la cámara, mire la luz indicadora que se encuentra en la cámara o en su interior. ¿Parpadea en verde o se ilumina en azul?\nCustomer: Verde\nHuman Agent: ¿Tienes el recibo de la compra de las cámaras?\nCustomer: No\nCustomer: Tengo con las camaras desde hace 3 an̈os la compre por amazon\nHuman Agent: ¿Y solo para confirmar que no tienes acceso al correo electrónico al que están vinculadas las cámaras?\nCustomer: Mi cuenta anterior era rosario2011@gmail.com\nCustomer: No yo perdi mi celular y no pude recuperara esa cuenta\nHuman Agent: Sin el recibo y el acceso a la cuenta, debemos comunicarnos con la cuenta y solicitarles que eliminen las cámaras de su cuenta o que nos den permiso para eliminarlas. Sin embargo, debo esperar 30 días para recibir una respuesta. Cuando reciba una respuesta o al final de los 30 días si no recibimos respuesta, me comunicaré con usted. ¿Cuál es el mejor correo electrónico para comunicarme con usted?\nCustomer: Yessicaregalado3@ gmail.com\nHuman Agent: Está bien, comenzaré ese proceso."]
["Customer: Hello, please help me connecting camera\nCustomer: It’s blue\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\n\nCustomer: How can I reset camera without application\nHuman Agent: Could you please let me know the ID on the camera you are needing help with?\nCustomer: ?\nHuman Agent: What camera do you have?\nHuman Agent: There are no cameras connected to this email\nCustomer: model:ZH-IXU1F-W\nHuman Agent: Thank you for letting me know the model. Could you also provide the device ID?    (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\nCustomer: On This model if I can get factory reset without application\nHuman Agent: Thank you for letting me know the model. Could you also provide the device ID?    (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\nHuman Agent: If easier, please attach clear pictures of the stickers on the camera\nCustomer: Zmd13c3d9001101\nHuman Agent: ZMD13C3D9001101 is currently connected to a different email (va----@yahoo.com)  Do you have access to this other email?\nCustomer: No\nHuman Agent: Did you just purchase the camera? Could you please attach a copy of your original purchase receipt?  I should be able to unbind the camera with your receipt.\nCustomer: This is a gift\nHuman Agent: okay\nHuman Agent: I will contact the previous account on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous account. If the request is denied then I would need the original invoice for anything further.\n\nI will follow up with you by email after the device/s have been unbound.\n\nHuman Agent: You will want to keep the camera unplugged until it can be unbound"]
["Customer: Please help me to reconnect to my camera \nCustomer: The problem is I deleted it and now it keeps saying it is connected to another account \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you able to send me the camera's ID number so I can look it up and make sure it was deleted? the ID will be on the cameras sticker and start with ZMD"]
["Customer: Tengo un problema mi  dispositivo está ligado a otra cuenta y no puedo Aser a otra porque esta ligada ala vieja cuenta y ya no me acuerdo cuál es\nCustomer: Soporte tecnico\nCustomer: Tengo un problema no puedo aseder a mi cuenta pasada ya no me acuerdo quisiera borrarla para acceder de nuevo con otra\nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon. ¿Cuál es la identificación que aparece en una de sus cámaras para que pueda localizar la cuenta adecuada? La identificación debe estar en una etiqueta en el dispositivo o en su soporte, no tendrá guiones y generalmente comenzará con ZMD o GSG.\nCustomer: Zmd\nHuman Agent: ¿Cuál es la identificación que aparece en una de sus cámaras para que pueda localizar la cuenta adecuada? La identificación debe estar en una etiqueta en el dispositivo o en su soporte, no tendrá guiones y generalmente comenzará con ZMD o GSG.\nCustomer: ZMD\nHuman Agent: Como mencioné, podría comenzar con ZMD. Sin embargo, el ID sería mayor que ZMD. ¿Cuál es la identificación completa del dispositivo?\nCustomer: ZMDD33DKB9202459\nHuman Agent: Parece que este correo electrónico está configurado como correo electrónico de contacto para poder desvincularlo. ¿Entonces te gustaría que se transfiriera a esta cuenta? Si es así, ¿cómo te gustaría que se llamara?\n\nCustomer: ZMD33DKB9202459\nHuman Agent: Parece que este correo electrónico está configurado como correo electrónico de contacto para poder desvincularlo. ¿Entonces te gustaría que se transfiriera a esta cuenta? Si es así, ¿cómo te gustaría que se llamara?\n\nCustomer: charly\nHuman Agent: Bien, se ha agregado a la cuenta. Debería poder volver a la página de inicio de la aplicación, bajar para actualizar y luego presionar en vivo en el NVR. Es posible que deba cambiar la zona horaria si no se encuentra en la hora central tocando configuración a la derecha de mis dispositivos en la página de inicio, luego toque el NVR, luego asegúrese de que el NVR esté seleccionado en la parte superior y presione el .. en la parte superior derecha, luego ve a la opción de zona horaria.\nHuman Agent: Cerraremos en 10 minutos a las 6 p.m. CT. Estaré encantado de seguir ayudándote hasta entonces, pero el chat se cerrará en ese momento. Si desea una devolución de llamada, puede programarla a través del botón a continuación. Nuestras devoluciones de llamada solo están disponibles en inglés. Si prefiere un seguimiento por correo electrónico, hágamelo saber y proporcione un correo electrónico al que le gustaría que me comunique mañana.\nCustomer: Grasias\nHuman Agent: ZMD33DKB9202459\nHuman Agent: Ningún problema. ¿Hay algo más en lo que pueda ayudarte?"]
["Customer: Try to connect . Keep tell me it’s bound with another account \nCustomer: I lost the old account \nCustomer: Yes please\nCustomer: Need to recover the old account … I try to add camera today and by mistake I delete them \nCustomer: I sign in but can’t add them back \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device, can you send me all the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid. \nCustomer: D/static_file/6b24b5c6fb_1_20250206160015.png\nCustomer: D/static_file/d440a0f59b_1_20250206160219.png\nHuman Agent: Those cameras are tied to a different account then the one you are contacting from, this looks like you had made an account with a typo somehow. The account those cameras are bound to is \tbataineh_158@yahoo.con, can you log out from this account and try logging in with the \tbataineh_158@yahoo.con email. If you are unable to get logged come back to the chat and let me know. \nCustomer: That’s my account \nCustomer: This my Email \nCustomer: Bataineh_158@yahoo.com\nHuman Agent: The account right now that youa re contacting me from is not the same, Look at it clsoely. It ends with .con\nHuman Agent: thats the typo I mentioned, it is not the same account as this, try logging out of this account, then try logging in with \tbataineh_158@yahoo.con\nCustomer: It’s the same one . I just reset the account today . It’s tie to my Email\nHuman Agent: No its not, I can see in the system, they are two separate accounts.\nCustomer: When I try to reset the password. I did by Email\nCustomer: Can you email me from the Email how to reset and get the old one\nHuman Agent: Unless you have an email account with \"bataineh_158@yahoo.con\" it would not have delivered the reset message. You cant change the account email after an account is created at all.\nCustomer: Yahoo.com \nCustomer: I have my Email … can you send me a reset on the Email\nHuman Agent: I think it may help if I give you some visuals, Hold on.\nCustomer: Ok\nHuman Agent: D/static_file/705bc3989d_1_20250206161002.png\nHuman Agent: Here in screenshot 1 you can see the account you right now are logged into. \nHuman Agent: D/static_file/e00290448b_1_20250206161034.png\nCustomer: I forgot the password and I did a reset today . \nHuman Agent: Now here in screenshot 2 you can see this is another account and is where the other cameras are bound to, its not leltting you add those other cameras because there are two accounts. \nCustomer: You can see it’s my Email . \nCustomer: But the system didn’t take me there\nHuman Agent: Yes, you have two accounts, you reset the password for the wrong account.\nCustomer: Can you send me a password reset the the right account and delete the second \nHuman Agent: Unless you have have the email bataineh_158@yahoo.con you wont be able to reset the password. \nCustomer: I do have the Enail\nCustomer: Email\nHuman Agent: you have an email that ends with .con?\nCustomer: No . It’s end with com\nCustomer: That’s the mistake \nCustomer: Bataineh_158@yahoo.com\nHuman Agent:  I mentioned earlier unless you actually have the email bataineh_158@yahoo.con you wont be able to reset the password, so you dont have that email and cant jsut reset the password unfortunately.\nHuman Agent: If you are unable to log in with the bataineh_158@yahoo.con information the only way we can remove the devices is with an unbind request or with the original purchase invoice. \nCustomer: My email clear . If a mistake happens for years … I need to fix that please \nHuman Agent: Its not possible to change the email info for an account so that would not be possible. \nCustomer: Match the cameras on the account . It’s a mistake happen\nCustomer: I find the password for that old account \nHuman Agent: I have to follow our protection policy, that policy is that to remove devices from another account we have to be provided the invoice/reciept or we would send an unbind request for the removal.\nCustomer: Can I update the Email on old one please\nHuman Agent: No, as I said before Its not possible to change the email info for an account\nHuman Agent: I sent the Unbind request now to begin the removal process for you. If the email bounces back, we recieve a response of approval, or if after 30 days of no response occures I would be able to unbind the devices. I will notify you via email when any of the above occures."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: No puedo instalar mis camaras\nCustomer: Me dice que estas cámaras ya están registradas a otra cuenta, como se eliminan de otra cuenta que no tengo\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?\nHuman Agent: Primero necesitaría buscar el dispositivo si está vinculado a otra cuenta para ver a qué tipo de cuenta está vinculado. ¿Podría enviarme todos los números de identificación y modelos de las cámaras? Esto estará en la etiqueta de las cámaras y comenzará con ZMD o GSG\nCustomer: Ok ya se lo paso\nHuman Agent: Bueno. \nCustomer: ZMD24I5H9218378\nCustomer: ZMD24I5H9218391\nCustomer: Son esas 2\nHuman Agent: Gracias. Parece que están vinculados a una cuenta de correo electrónico que comienza con \"ja\" y está en gmail.com. ¿Te resulta familiar?\n\nCustomer: Sigo aqui\nHuman Agent: Bien, ¿viste mi mensaje anterior?\n\nCustomer: Esta en ingles\nCustomer: Tengo 2 Cámara que están registradas con otra cuenta y no las puedo eliminar de esa cuenta\nHuman Agent: ¿Te refieres al mensaje de tiempo de espera? Sí, es automático si no has respondido en 5 minutos. Me refiero a mi respuesta después de que proporcionaste las identificaciones.\n\nHuman Agent: Yo había dicho \"Gracias. Parece que están vinculados a una cuenta de correo electrónico que comienza con \"ja\" y está en gmail.com. ¿Te resulta familiar?\n\"\n\nCustomer: Si esa cuenta de jazambrano pero ya esa cuenta no la manejo\nHuman Agent: Vale, en ese caso ¿tienes la factura de la compra del dispositivo?\n\nCustomer: No, me las regalaron \nCustomer: Me las enviaron de usa a Venezuela\nHuman Agent: Bien, en ese caso tendremos que enviar una solicitud de desvinculación. Tendrán 30 días para responder. Si responden y aprueban la solicitud de desvinculación o no responden en 30 días, los dispositivos se desvincularán. Si responden y niegan la solicitud, no podremos continuar. En cualquier caso, nos comunicaremos con usted una vez que el proceso haya finalizado. ¿El correo electrónico enriquegamboa84@gmail.com es bueno para contactarte una vez finalizado el proceso?\nCustomer: Si ese es mi correo, esta bien muchas gracias\nHuman Agent: Bien, me comunicaré con él una vez que el proceso haya finalizado. ¿Hay algo más en lo que pueda ayudarte por ahora?\n\nCustomer: No hay más nada gracias\nHuman Agent: ¡Bien, que tengas un buen día!"]
["Customer: Need 3 devices reset\nCustomer: Agent\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/256ee595b7_1_20241015105419.jpg\nCustomer: D/static_file/49afa27949_1_20241015105448.jpg\nCustomer: D/static_file/97630441b8_1_20241015105457.jpg\nCustomer: I have a new router and I get these cameras recognized\nHuman Agent: The first camera is setup, but it looks like it is connected to another account. Do you have another email address that you may have used?\nCustomer: Mgraham621@gmail.com or Kevin.l.graham1@gmail.com \nHuman Agent: The account is kevin.l.graham1@gmail.com, are you able to log in to that account? Then you can remove the camera from the account and then connect it to another account.\nCustomer: I can try that\nHuman Agent: The other two are unbound and will use the QR Code setup to connect to the Wi-Fi network.\nCustomer: I see 4 cameras available under the Kevin.l.graham1@gmail.com account... should I remove these devices to move them to my Kevin.l.graham@hotmail.com?\nHuman Agent: I only see one camera bound to that account. It is up to you which account you want to use."]
["Customer: Set up\nCustomer: it is saying my camera is on another account \nCustomer: contact number\nCustomer: agent\n\nCustomer: D/static_file/06ad5f61b5_1_20250117102353.jpg\nCustomer: i just need to have this camera removed from my brothers account to we can use it \nHuman Agent: Is that the only camera that you are trying to remove from another account?\nCustomer: yes \nCustomer: others have been lost \nHuman Agent: Alright, we have a couple of options. First, do you have the invoice or order information from the purchase of the camera?\nCustomer: i do not, it’s many years old \nHuman Agent: Do you currently have access to the account that the camera is setup on?\nCustomer: he can not access it . \nhe doesn’t have the same email from set up and does not remember what it was \nCustomer: he has not used it in over 2 years \nHuman Agent: As this camera is already bound to another account I can contact the previous account and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: well that doesn’t work \n\ni need it for next week as my puppies are due to be birthed \nCustomer: can you use let me know the email address and i will have him log on and delete \nHuman Agent: It is a @yahoo.com email address and the first two characters are \"at\"."]
["Customer: Set up\nCustomer: Phone number\n\nCustomer: Agent\nCustomer: Set up\nCustomer: Ok thanks grant\nHuman Agent: How can I assist you?\nCustomer: I bought a house and it has Zmodo cameras already and I’d like to be able to set them up on my account/access them\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Shoot I’m not at the house right now. Are you guys available on the weekends?\nHuman Agent: There is not Live Chat support on the weekends. Our Live Support is available Mon-Fri 9AM-12PM and 1PM-6PM CST. You can also send an email with the Device IDs to support@zmodo.com and we will respond to you there, as well.\nCustomer: Ok thanks\nHuman Agent: You're welcome."]
["Customer: How can i group my cameras to view 4 at a time on my home computer?\\\nCustomer: There is no settings option\nCustomer: I've done it on my mobile app but it doesnt seem to be on home cpu\nHuman Agent: Hello, you've reached customer care, my name is Kylie. On the web app there is not a grouping option, you would only be able to view the cameras individually."]
["Customer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\n\nCustomer: I got a camera from someone that is no longer around and it's set up with his account is there a way to reset it \nCustomer: Zmd13ide2233166\nHuman Agent: For removing a camera from another account we can do the Unbind process. For that I would send an unbind request to the account the camera is bound to then if they respond with approval or if after 30 days of no response I would unbind the device and notify you. Is the cloudkenneth2862009@gmail.com email the ebst to keep in touch and notify you on?"]
["Customer: how do I reset my account\nCustomer: I regain access but fields are empty I can't find a reset button\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is one of the IDs of one of the devices you used previously? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: ZMD177K41F904816\nHuman Agent: That seems to have too many characters. Could it possibly be ZMD17K4IF904816?\nCustomer: yes\nHuman Agent: This device seems to be bound to an account that has an email starting with fr which is at gmail.com, is that familiar to you?\nCustomer: yes\nCustomer: Francissherlene31@gmail.com\nHuman Agent: Do you have access to that account or email? The camera is bound there so it seems you may be on the wrong account. \nCustomer: I can't sign in with that email\nHuman Agent: Do you have access to the email still? \nCustomer: and I just got a recovery password sent to the email so I don't know y I can't sign in with it\nHuman Agent: Are you meaning a password reset email? That doesn't have a recovery password, just a verification code which is requested during the password reset process. You would enter it there, not as a password. \nCustomer: yes I just regain access because the storage was full I couldn't gain access but I buy some storage just to sort out the camera\nCustomer: yes that's correct\nCustomer: do you understand\nHuman Agent: Okay, so you would want to do the forgot password process (you can start it from user.zmodo.com so we don't lose our chat), it will then send you that code to enter during that process along with a new password. You would enter all that in and it would then update your password to the new one you set. \nCustomer: I changed the email on my account when I couldn't access the other one\nCustomer: -the email I used to sign in now is karsmith162@gmail.com\nHuman Agent: This is an entirely different account. It is not possible to change the log in email, though you have set this email as a contact email on the other account it seems. Would you prefer the devices be unbound to set up on this account then? \nCustomer: and when I try pairing the camera it's telling me that the account is bound to another so I have to delete it an reset it from there\nCustomer: no I want to stick to my regular email but I can't seem to log in with it\nCustomer: which is Francissherlene31@gmail.com\nHuman Agent: Okay, then you would need to go through the password reset process I mentioned. Please try from user.zmodo.com and let me know if you have trouble with a particular part of the process."]
["Customer: Agent\nHuman Agent: How can I assist you?\nCustomer: Kyle H. Please.  He just helped me to recover my account.  I think I’m ok now. Thank you!!!\nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: How do I set up a new camera so I can see it on my existing app where I see the two I already have?  Note the new camera would be at another address with different WiFi \nCustomer: I have two of these cameras at my house and see the cameras via my home WiFi.  I bought two more, to be used at another address, with another WiFi.  How can I or can I see the new cameras on the same single app? \nCustomer: Where is the add device in the app? \nHuman Agent: Hi my name is Wendy.  You would need to be at the location with the new cameras and set them up on your same app account.\nHuman Agent: Tap on the +sign in the upper right corner to start setup\nCustomer: Ok"]
["Customer: change login id\nCustomer: agent\nCustomer: hello how can I change my log in is i don’t have that email anymore \nHuman Agent: The email address used to log in to an account cannot be changed. You would want to create a new account.\nCustomer: what about the pairing of the cameras \nHuman Agent: You would want to remove the devices from the account and create a new account. Then you would connect the cameras to the new account.\nCustomer: do I have to set up in anothe email?? \nHuman Agent: You would want to remove the devices from the account and create a new account. Then you would connect the cameras to the new account."]
["Customer: My device not sharing \nHuman Agent: Hello, you've reached customer care, my name is Kylie.  Are you trying to send a share request to another person by inputting their phone number or their email?"]
["Customer: Hi Mira, I’m currently having an issue accessing my security system inside my own home. There’s another account linked to it and I just wanna remove that account to access to my own account  \nCustomer: Yes I have the Device ID in hand but it won’t allow me to connect with my account \nCustomer: I need an agent to remove that account \nCustomer: Agent \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Hi Grant Im having an issue accessing my security system inside my own home. There’s another account linked to it and I just wanna remove that account to access to my own account  \nCustomer: I have the ID of my security system and what my email needs to be for that system \nCustomer: D/static_file/6ab5618239_1_20240913142621.jpeg\nCustomer: This is my security system at home and my email is tkdwilly@hotmail.com it should be linked but I can’t access it on my phone \nHuman Agent: That NVR is setup on a @gmail.com email address and the first two characters are \"zm\". Although, it looks like there is a contact email setup. I will need to take a look and verify some information, but we may be able to use that to unbind the device.\nHuman Agent: I sent an Unbind Request to the contact email on the account. I would need a reply to that email giving me permission to unbind the device from the account."]
["Customer: I’m trying to find out why it just showed to update when I updated 2 weeks ago went into settings tells me it’s up to date why is this app such a mess lately???\nCustomer: It says it’s up to date did you not read my text\nCustomer: I know this I did not join you yesterday I have 10 cameras but the app is not working properly I’ve sent you pictures you pick one camera when you go back to the group that camera screen turns dark grey and you only see three cameras don’t understand when you turn the iPad or iPhone to see it sideways does the same thing you have to leave the app and come back in. Are these cameras hacked\nCustomer: Omg I spent two weeks with this agent she was useless I’ve done all the trouble shoutings removed the apps it’s still doing it. You did not answer my question can these cameras be hacked?????\nCustomer: Omg I’m spinning my wheels again the customer agent for two weeks did the same thing I told her this is useless I’m paying almost $50.00 dollars to the subscriptions either u guys figure it out or I will make all my cameras Ring this is useless the everyone at this camera says the same crap. There is a problem why does the screen go dark grey???\nCustomer: Troubleshooting\nCustomer: Can’t you guys check them putting can trouble shot see what the cameras are doing takes one call they fix\nCustomer: Can you email me everything you have asked me to try though it’s been done and I’ll try again???\nCustomer: What are you a robot or a person why are you asking me to call agent they did not help  last time\nCustomer: Agent\nCustomer: Off coarse u r cause these cameras has issues and u are doing nothing about it\nCustomer: agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. You were talking to the Bot before. Let me review the chat here\nCustomer: Do I have to start over or can youread\nCustomer: our previous conversation\nCustomer: this is a joke. There is no customer CARE with this company/Cameras something is going wrong with your cameras that’s why u r always busy. It’s a Joke. \nHuman Agent: I finished reading the conversation you had with the Bot here, you are contacting as a Guest so I cant look up previous chats you have had with us unfortunately. \nHuman Agent: what is the email you use for the account, I will look up your account. \nCustomer: blob:null/b81e7d2e-b024-4dfe-87e9-131fe5b2f080\nCustomer: There is a copy of picture when u click on a camera in the group of 4 and it turns grey  what is it\nCustomer: blob:null/b81e7d2e-b024-4dfe-87e9-131fe5b2f080\nHuman Agent: I cannot see that picture at all, it only appears on my end as \"blob:null/b81e7d2e-b024-4dfe-87e9-131fe5b2f080\"\nCustomer: Can you send me information on how to reset cameras via my email nanykishick@att.net and try to reset WiFi or reboot these stupid cameras\nCustomer: the camera u choose goes grey then u have to exit app in order to see your 4 cameras\nCustomer: i tried for 2 weeks speaking back and forth. 2 weeks accomplished nothing w this girl. You use to have a number to speak to an agent this is ridiculous it’s like u r hiding something why can’t we speak live w an AGENT\nHuman Agent: To reset the cameras, you would click live on a camera, click the settings gear in the top right, click the three dots, then select reset, once reset you can go through the setup again to reconnect them \nCustomer: OPPS VIA EMAIL STILL HAVE COPIES THIS IS A WASTE OF MY TIME I WANT TO SPEAK OMN THE PHONE W A PERSON WHAT ARE U HODING\nHuman Agent: we do not have an inbound number for calling anymore, only outbound calling, if you would like to troubleshoot over the phone I can send you the call scheduler to schedule yourself a call in the chat here. \nCustomer: OKAY SEND\nHuman Agent: you can take a screenshot of the chat at any time that's no problem\nCustomer: IM TALKING OF THE AGENT I SPENT TWO WEEKS EMAILING BACK AND FORTH WASTED 2 weeks of my life accomplished NOTHING\nCustomer: THATS RUDE I ASKED U SEND NUMBER"]
["Customer: Hi my name is Satoria I recently purchased some used cameras from my neighbor we have not used them for some time now they were registered to Anthony's pool I was trying to set them up and I was unable to set them up under my email and account\nCustomer: How do I go about speaking to someone\nCustomer: I would like to get access to my cameras but they are under someone else's account I recently purchased the cameras from a neighbor and I would like to set them up\nCustomer: I have the information ready is there a way I can speak to it agent now\nCustomer: 1\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Still waiting \nCustomer: Yes disregard the other message that says still waiting I am getting the zmd now for you\nCustomer: Zmd 17 LF ih 8800-309\nCustomer: Zmd17lfih800359\nHuman Agent: Is it just those two cameras that you are trying to connect?\nCustomer: No there is more \nCustomer: Zmd17lfh 80 369\nCustomer: Zmd 17 lfi8800590\nHuman Agent: Can you please type the last one again? There is not a device with that Device ID.\nCustomer: Zmd17lfi8800-369\nCustomer: Zmd 17 LF i 880-0590\nCustomer: Four cameras in all\nCustomer: D/static_file/169f4bdf69_1_20250217111115.jpg\nHuman Agent: Okay, can you either send a picture or proofread the messages you are sending? There are not any dashes or similar things in the device IDs.\nCustomer: Take away all dashes and spaces.\nHuman Agent: Yes, I did. There is not a camera with that Device ID.\nCustomer: ZMD17LFIH800590\nHuman Agent: It looks like that camera has not been setup before. As for the other three, do you have an invoice or order information from your purchase of the cameras?\nCustomer: ZMD17IH800309\nCustomer: ZMD17LFIH800309\nCustomer: I don't have invoice \nCustomer: I brought them all at once at a yard sale.\nHuman Agent: Alright, let me take a look.\nCustomer: Ok\nHuman Agent: As these cameras are already bound to another account I can contact the previous account and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: rssatoria@gmail.com\nCustomer: So how do I use the camera that was not registered\nHuman Agent: You can set it up with the QR Code setup method to connect to your Wi-Fi network and account."]
["Customer: Troubleshooting\nCustomer: Hi How do I connect my cameras to a new device?\nCustomer: I may be trying to log into the wrong app because I'm not getting there\nCustomer: exactly what link should I use to log in?\nCustomer: sign off\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. If you're trying to log in on a new device so you can see your cameras there too, you can just log in using the same credentials as you're currently using on this device. That will be jdrigo@gmail.com and the password you have set for your account. You may reset it via forgot password when logging in if you're unsure of your current password. You would typically use the Zmodo app or user.zmodo.com if you're viewing on a computer."]
["Customer: Me aparece que The device is already linked to another account\nCustomer: Es español \nCustomer: Agente\nCustomer: Ok no tengo acceso a la primer cuenta con la que se vínculo mi camara y quiero volver a tenerla en otra cuenta y me pone que está vinculada a otra cuenta \nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. Necesitaré el número de identificación de la cámara para buscarla y ver a qué cuenta está vinculada actualmente; la identificación de la cámara comenzará con un ZMD"]
["Customer: Hi\nCustomer: unbound camera from app\nCustomer: unbind camera freeze app\nCustomer: Agent\nCustomer: Agent\nCustomer: Agent\nCustomer: Hello\nCustomer: Hello\nCustomer: Hi\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: yes\nCustomer: ZMD17H4IF906583\nCustomer: I am trying to remove it from my account but the software sticks and does not remove it.\nHuman Agent: Alright, let me take a look.\nCustomer: why does this happen?\nHuman Agent: I am not sure, it is likely just a bug with your app. You can try to uninstall and reinstall the app. You may also want to restart your phone or tablet.\nHuman Agent: I have removed the camera from your account.\nCustomer: ok thank you\nHuman Agent: You're welcome.\nCustomer: or your assistance"]
["Customer: Troubleshooting\nCustomer: I've had my camera for quite a while I don't know where the barcode is there's a little strip barcode on the bottom of my camera but I don't know if that's the one I need or not and I'm having trouble connecting it to the Wi-Fi to set it up can you help me please \n\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're setting up? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \nCustomer: D/static_file/2f51954fe1_1_20241002101025.png\nHuman Agent: This would not be used for this setup. What is the ID of the camera you're setting up? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \nCustomer: Hi yes it's saying that my device is already connected to another account it is my account I forgot the login information how do I get it to the account I have now\nHuman Agent: What is the ID of the camera you're setting up? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD."]
["Customer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: I have four cameras that are registered to another email that I’m not sure what it is nor I have any way of possibly getting into it so I need to reset the cameras and take them off that account\nHuman Agent: What are the IDs of the cameras? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD.\nCustomer: Are you going two or three? The cameras have that code?\nCustomer: I think two or 3 if the cameras have that code\nHuman Agent: I'm not sure what you mean by \"Are you going two or three?\". Each camera has a unique ID which I can use to look them up in our system and check what they are bound to. I would need that ID I mentioned to look the devices up. \nCustomer: D/static_file/41035ac570_1_20240918104954.jpg\nCustomer: D/static_file/b264a0cebf_1_20240918105103.jpg\nCustomer: D/static_file/67ddcdbf09_1_20240918105120.jpg\nCustomer: Yeah \nCustomer: I send photos of the zmd codes\nHuman Agent: Yes, I apologize, my message no longer seems to show. These cameras are currently bound to another account the starts with be which is at gmail.com. That email is not familiar to you then? If not, do you have the invoices from their purchase? \nCustomer: Yes I have a few that start that way\nHuman Agent: A few that start that way? I'm unsure what you mean. \nCustomer: Bekka0328@gmail.com\nBekkzshop@gmail.com\nCustomer: I have a few emails\nHuman Agent: The second email is the account they are on. So to confirm, you said you do not have access to it any longer? \nCustomer: I do luckilu\nHuman Agent: Okay, in that case you could log into that account and then set them up using QR setup. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\n\nCustomer: I’m here I need to reset password\nHuman Agent: Okay, you would choose forgot password when logging in, enter the email, then a verification code would be sent to the email for you to enter and reset the password. \nCustomer: I tried and haven’t gotten a verification code to my email\nHuman Agent: You entered the Bekkzshop@gmail.com email and are checking that? Did you check spam as well?\nCustomer: I want to remove the cameras from that account and make a new account please\nHuman Agent: Okay, the easiest way would still be to log in and delete them from that account, though if you are unable to do that we can discuss other options. When doing the password reset, were you entering that email and then checking that and the spam on that email?\nCustomer: Yes I am\nHuman Agent: Okay, and you still did not receive the reset email?"]
["Customer: Have new iPhone am unable yo get back to my original username and password \nCustomer: I’ve tried that and it doesn’t work \nCustomer: I was logged out of my initial setup and can’t get back it using my cellphone number \nCustomer: I need customer support now please!\nHuman Agent: What is the email address or phone number that you used for your account?\nCustomer: 17407102945\nHuman Agent: There is not an account with that phone number. Could you have used a different phone number or an email address?\nCustomer: Lydellw.youngsr@gmail.com\nHuman Agent: That is the account you are contacting us from now, but it was just created today. \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: zmd12jnc6001359, I have 5 cameras on\nHuman Agent: That is a Beam, which is a Wi-Di extender and it is not bound to any account. Could I have the Device ID for one of the cameras?\nCustomer: Ok\nCustomer: D/static_file/9cee92270c_1_20241118112537.jpeg\nCustomer: Got 5 on second story of house some the id has faded"]
["Customer: Hey how are you\nCustomer: I have a camera that a friend gave it to me and I have it for a while because I didn’t know how to connect it to the app, now I’m trying to connect it again and i notice that may be that camera is added already to Another account or my friend account so I don’t know if you can help me to set it up or see how can I add it to my app Now\nCustomer: Contacto support \nCustomer: Agents \nCustomer: Thank you\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: OK, I have a camera that a friend given to me but appear that the camera when I try to add it to the app dozing allow me so I was reading here in the app when I was trying to add it again that it might be added to another account so you can help me to remove that camera for the other account that I didn’t know it was from my friend\nHuman Agent: What is the ID of the camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Hello is somebody there?\nHuman Agent: Yes, I've sent replied requesting the ID of the camera twice previously, are you not receiving my messages at the moment? I last said \"What is the ID of the camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \"\nCustomer: Hello\nCustomer: Hola \nCustomer: Customer care"]
["Customer: Could I get help on a camera that is not displaying on my phone\nCustomer: It’s displaying on tv just not phone\nCustomer: May I speak to agent\nCustomer: Ok\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Yes hold on please\nCustomer: I think it’s this one 16LEI7201961\nHuman Agent: Did you get the ID from the sticker on the camera?\nCustomer: No I’m not there on the device setting in app\nHuman Agent: Okay, well that camera is offline, so you would need to be there with the camera. We would also want to be sure it is not a different camera that is not connected to your account.\nCustomer: We have a monitor that it will display on it’s just not on my cell or iPad \nHuman Agent: Yes, so there are several potential reasons for that. It could be that camera you gave me the ID for, and the camera is connected to the Wi-Fi network, but the router is not giving the camera internet access. Or it could be a different camera that is online, but is not on your account. Either way, you would need to be with the camera to resolve the issue.\nCustomer: Ok I will contact when I’m there thank you\nHuman Agent: You're welcome."]
["Customer: How to changey login email \nCustomer: I need to change my login email \nCustomer: -1\nCustomer: Customer service \nCustomer: Hi\nCustomer: Ok thanks \nCustomer: I need to change the login email.\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You would need to create a new account and move the devices over. You would also want to cancel the subscription and then could potentially resubscribe once your service runs out on the new account if you would like. \nCustomer: But I'm not near the cameras \nCustomer: Do your company keep those videos or only me allowed to get access \nCustomer: ?\nCustomer: Hello \nCustomer: ?\nHuman Agent: That's alright. We could assist with the actual moving of the devices over, but you would need to handle the subscription cancellation on your end through Google. Once you have a new account made that you want us to move the devices to and have cancelled the subscription, you can let us know the new account email and we can help move them over. It would need to be done while speaking to an agent though and we do close in 16 minutes today. \n\nAs for keeping videos, not entirely clear on what you mean. Playback videos may only be accessed by the account cameras are bound to if that helps. \nHuman Agent: Please keep in mind it takes time to type responses and we are helping multiple customers so replies may not be immediate. \nCustomer: Do your guys have access to the cameras \nCustomer: ?\nHuman Agent: I am able to see name, online status, and firmware version along with tools to troubleshoot the devices. I cannot see any video from the cameras. \nHuman Agent: Only the account holder may access camera video. \nCustomer: The internet company keeps sending warning about some suspicious IPs need to get access to the cameras \nHuman Agent: That sounds like you likely have someone somewhere attempting to gain access to them. You can speak with your internet company about protecting your network further, though fortunately the video feed of the cameras is encrypted so even if they were to gain access to that data, they would not be able to view. \nCustomer: D/static_file/3eeadc7eb1_1_20240918175033.png\nCustomer: Oh ok \nHuman Agent: We are closing in 9 minutes. We can continue to help until we close, but the chat will close at that time. I have sent a link to schedule a callback if you would like or if you would prefer email follow up instead, feel free to let us know. \nCustomer: So I don't need to worry?\nCustomer: I sent you a picture \nCustomer: Ok thanks \nCustomer: Good night \nHuman Agent: You would need to speak to your internet provider regarding your network's security so I would not be able to comment on that, but the video feed itself is encrypted so would not be accessible even with access to the data. \nHuman Agent: I hope you have a good evening, we are here if you have any other questions."]
["Customer: hola buenos dias\nCustomer: tengo camaras z modo pero nos cambiamos de domicilio y no recuerdo la cuenta y contraseña con la que se configuraron\nHuman Agent: Hola, te has comunicado con atención al cliente. Te habla Marcela. ¿Podrías darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras.\nCustomer: como configuro de fabrica mis camaras porque no recuerdo mi usuario y contraseña\nCustomer: ZMD13GHDA244979    Y   ZMD13GHDA245513\nCustomer: POR  FAVOR MARCELA\nCustomer: ESTAS AHI\nHuman Agent: Si \nCustomer: A OK\nCustomer: GRACIAS\nHuman Agent: El correo electrónico comienza con\tcd**@wi*********.com ¿Reconoces y tienes acceso al correo electrónico?\nCustomer: SI EL CORREO ES DE MI EX JEFE PERO FALLECIO EN ABRIL\nCustomer: PODEMOS HACERLO CON OTRO DE LA EMPRESA \nCustomer: felipe@wilbureagle.com\nHuman Agent: Debes eliminar las cámaras de la cuenta anterior antes de poder agregarlas a una nueva. ¿Es posible reactivar su correo electrónico para restablecer la contraseña y luego eliminar los dispositivos?\nCustomer: la cuestion que nadie tiene acceso a esa cuenta para poder eliminarlas \nCustomer: hay alguna orta opcion\nCustomer: o como le puedo hacer\nCustomer: para eliminarlas de la cuenta anterior me podrias ayudar\nHuman Agent: Como estas cámaras ya están vinculadas a otra cuenta, podemos comunicarnos con el propietario anterior y solicitarle que elimine las cámaras de su cuenta, pero debo esperar 30 días para recibir una respuesta. Cuando reciba una respuesta o al cabo de 30 días si no recibimos respuesta, me comunicaré con usted. ¿Cuál es la mejor dirección de correo electrónico para comunicarme con usted?\nCustomer: pero aunque mandes correo no te responderan\nCustomer: esa cuenta ya no se utiliza\nCustomer: hay otra opcion\nCustomer: te comento nuevamente el propietario de la cuenta fallecio en abril .y cerraron esa cuenta\nHuman Agent: No, no hay. Si no recibimos una respuesta en 30 días, podemos eliminarlos.\nCustomer: si\nCustomer: aqui sigo\nCustomer: te dejo mi correo para la nueva configuracion\nCustomer: felipe@wilbureagle.com\nHuman Agent: Bueno, ¡espero que tengas un gran día!\nCustomer: oye\nCustomer: ultima pregunta\nHuman Agent: Si \n\nCustomer: entonces uds me mandarian correo  para saber que procede\nCustomer: o yo me tengo que comunicar\nHuman Agent: Yo te enviaría un correo electrónico.\nCustomer: oye teniendo el correo completo se puede restablecer contraseña utilizando otro correo o numero telefonico\nHuman Agent: Necesitarás eliminar los dispositivos de la cuenta y luego podrás agregarlos a una nueva cuenta.\nCustomer: ok\nHuman Agent: ¿Hay algo más en lo que pueda ayudar?"]
["Customer: Pc not working \nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.\nHuman Agent: Cam3 & cam4 show offline.  Are these the 2 cameras you are needing help with?\nCustomer: No\nHuman Agent: what are you needing help with?\nCustomer: 1and2\nHuman Agent: cam1 & cam 2 show online.  what are you having trouble with?\nCustomer: Software not ltt ln\nHuman Agent: software not what? sorry I don't understand your message\nCustomer: Can not open cams from pc\n\nHuman Agent: on the web app?  you are going to user.zmodo.com?\nCustomer: Yes \nHuman Agent: Could you please provide a screenshot or clear picture of the issue you are having on the web app?\nCustomer: It is new interface \nHuman Agent: yes the web app was updated \nHuman Agent: Could you please provide a screenshot or clear picture of the issue you are having on the web app?\nCustomer: I put email in and pw can not go any further \n\nHuman Agent: Do you get an error message when trying to login to the web app?\nCustomer: No\nHuman Agent: Are you able to login?\nCustomer: No\nHuman Agent: okay if you don't remember your password, you can reset it by tapping on \"forgot password\".  \n\nYou are going to user.zmodo.com  right?\n\nHere is a direct link to reset the password on the web app from a computer:  https://user.zmodo.com/forgot-password\nCustomer: It takes pw with no error\nCustomer: I put in num and log in just spins\nHuman Agent: You put in num?\nHuman Agent: Could you please provide a screenshot or clear picture of what you are looking at?\nCustomer: Yes \nHuman Agent: I'm waiting for the screenshot or clear picture.  could you please provide that?\nHuman Agent: or email it to me?  support@zmodo.com\nCustomer: D/static_file/00a15c49f4_1_20250226113406.jpg\nCustomer: You there\nHuman Agent: You have to enter your password.  The maginfier you have seems to be blocking the password area.\nHuman Agent: D/static_file/cfcee8e3e3_1_20250226113530.png\nHuman Agent: decrease the magnifier so you can see where to enter your password\nCustomer:  That is the way it comes up\nHuman Agent: decrease the magnifier\nCustomer: I did\nHuman Agent: right now its at 100% lower it down so you can see where to enter the password"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: I've had these cameras on my phone, and all of a sudden, they left, and my husband still has them on his phone.\nHuman Agent: Hello, my name is Grant. You are probably logged in to the wrong account. Do you have access to the app on your husband's phone? If you do can you tap on the Me tab at the bottom right corner and check the email address or phone number at the top?\nHuman Agent: If you are not able to do that at this time, then could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: new network\nCustomer: says device bound to delete\nCustomer: so what do i do now\nCustomer: unbound device\nCustomer: i need to unbound device from my account so i can set up new network\nCustomer: i need to acces my account\nCustomer: agent\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: i need to acces my account to unbound device so i can log into a new network is not allowing me to i aleady deleted device\nCustomer: zmd13F6A1223978\nHuman Agent: That NVR is bound to a phone number account, *******109. Do you recognize the phone number that the NVR is bound to?\nCustomer: 6614803109 dats my wife phonee\nCustomer: ¿????\nHuman Agent: Are you able to log in to the app using that phone number? If you do not know the password, then you can reset the password and it will send a verification code to your wife's phone number.\nCustomer: my wife isnt here but i do know the password\nCustomer: can i log in from a different phone\nHuman Agent: Yes, you can log in on a different phone or tablet. You would use the phone number and the password.\nCustomer: ok let me try\nCustomer: ok we can try to reset it let me see if i can get ahold of her first \nCustomer: ok im ready to reset it\nCustomer: can we reset the password plz\nHuman Agent: I do not need to do anything to reset it. You would tap on Forgot Password on the login screen and enter the phone number and the password. Then tap on Get it and you will be texted a verification code to enter.\nCustomer: is not working is not giving me the option to send code it goes straight to submit\nHuman Agent: What do you see on your screen when you tap on Forgot Password?\nCustomer: united states phone number i type it in then is new pasword then it says code and then submit but no option to get code\nHuman Agent: Where it asks for the code, does it say \"Get it\" on the right side?\nCustomer: no\nHuman Agent: You can do it through the web app then if it is not showing in your app https://user.zmodo.com/changepwd\nHuman Agent: Or can you send a screenshot of what you see in the app?\nCustomer: then i gota close this chat to use web\nHuman Agent: You can come back to the chat if you need to. You can leave the chat tab open if you are using your web browser for the support chat.\nHuman Agent: You can also go to the web app on another phone, tablet, or computer if you have one available.\nHuman Agent: The Live Chat support will be closing in 10 minutes. I will continue to work with you until we close. If we run out of time, then I will send you an invitation to schedule a callback with us.\nHuman Agent: Since I have not received a response from you, hopefully you were able to log in to your account. If not, I will send you an invitation to schedule a callback. Have a good evening.\nHuman Agent: Since I have not received a response from you, hopefully you were able to log in to your account. If not, I will send you an invitation to schedule a callback. Have a good evening."]
["Customer: Troubleshooting\nCustomer: My cameras are not on my app \nCustomer: I did that\nCustomer: They where fine yesterday then this morning had to log in\nCustomer: Can I talk to somebody \nCustomer: If not just cancel my subscription if I can’t get this to work\nCustomer: Agents \nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It sounds like you're likely logged into a different account. What is one of the IDs of a camera on your account? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \nCustomer: MzD17CQ18209445\nCustomer: U still there\nHuman Agent: Yes, did you mean ZMD17CQ18209445, that doesn't show in our system, is there possibly a typo in the ID?\nCustomer: D/static_file/548353a098_1_20240920091010.jpg\nCustomer: It was fine yesterday \nCustomer: That’s it\nCustomer: It’s my house camera\nCustomer: So now what\nCustomer: ZMB17Q18209445\nCustomer: Miss typed it\nHuman Agent: Thank you. It seems the ID is ZMD17CQI8209445. It is bound to a phone number account ending in 968. Is that phone number familiar to you?\nCustomer: 513 535 6968 that’s my phone number yes\nHuman Agent: Okay, you'll want to log out of this email account and instead log in with that phone number account. \nCustomer: It just says no devices found\nHuman Agent: Have you logged out of this account and logged into that one? They are two separate accounts and you are not logged into the one with the devices. \n\nCustomer: All ok I’ll be back\nHuman Agent: Okay."]
["Customer: tried all that\nCustomer: zmd12gm47218034 is my camera\nHuman Agent: Hello, my name is Grant. It looks like that camera is setup on a different Zmodo account. The camera is setup on a phone number account, *******938. Do you recognize the phone number?\nCustomer: Delete this from my account \nHuman Agent: The camera is not on the account you are currently contacting us from. Do you recognize the phone number from the partial phone number that I gave you?"]
["Customer: i need help with my notifications\nCustomer: -1\nCustomer: Zmodo is Very hard to get support.  how can I get the support\nHuman Agent: Hello, you've reached customer care, my name is Kylie. What kind of trouble are you having with the notifications?\nCustomer: When I see A notification & see someone pictured when I click on it I can' see what is pictured\nHuman Agent: What do you see?\nCustomer: are you stllll there\nHuman Agent: Yes I replied, I said \"What do you see?\"\nCustomer: just m area then have to sit and wait forever to see if it shows it and most of the time it don't show\nCustomer: For instance I saw a person but could'nt see good enough to tell who it was so I clicked on it and just saw a leg with someone walking away.\nHuman Agent: Okay, you can try cycling the cameras time, it may be that the camera is making notifications on the wrong time. To cycle the time you would click on the camera live, click the settings gear in the top right, then click the three dots, you would click on timezone then either select the correct timezone if its already on a wrogn one, or you would select a wrong time then swithc it back to the correct timezone and then the time will be cycled and you can wait for a new notification to be made to see if it worked or not.\nCustomer: This is not the problem. I need to talke to someone\nHuman Agent: Okay, we do all of out calling via schedule, I will send you the call scheduler so you can create yourself a callback. \nHuman Agent: let me know if you have trouble submitting it, don't put any spacing or dashes in the phone number."]
["Customer: I bought a commercial building that had these cameras already installed. I wanted to buy a couple more and curious if I can use the ones already hung up or not?\nCustomer: What if the cameras used to belong to someone else?\nCustomer: How do I reset the camera to factory settings?\n\nHuman Agent: Hi my name is Wendy.  What are the device IDs on the cameras that you have?  The device IDs will be listed on stickers on each device.  They will start with ZMD or GSG.\nCustomer: D/static_file/36f7ddbff6_1_20250123134009.jpeg\nHuman Agent: ZMD13DREC212583 is not connected to an account.  Is the indicator light on the camera blinking green?\nCustomer: It was before I disconnected it\nHuman Agent: It was blinking green and now it is doing something different?  What color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: Ok so I just need to download the app and start up a new account?\nHuman Agent: Yes you can sign up for a new Zmodo app account.  Then you will be able to setup camera ZMD13DREC212583  to your account using QR code setup.  The indicator light should be blinking green though, that means it is in setup mode\nCustomer: I don’t see a QR code on camera\nHuman Agent: The QR code will be displayed on the app during setup\nCustomer: Oh gotcha\nCustomer: Ty\nHuman Agent: The indicator light on the camera is blinking green?"]
["Customer: Set up\nCustomer: I m trying to connect camera that was used before from previous owner\nCustomer: What is the customer service number\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/04bb2ffec3_1_20241204130627.jpg\nHuman Agent: Let me take a look. Have you setup this camera before on another account? Or did you recently purchase or receive the camera?\nCustomer: I bought a pizza shop with those camera on it\nCustomer: I have the previous owner user name and password \nHuman Agent: You have more than one camera? Could I have the Device IDs for the other cameras?\nCustomer: Ok\nHuman Agent: Okay, then you can log in to the account and delete the cameras from the account they are setup on.\nCustomer: D/static_file/a3c3a5d518_1_20241204130933.jpg\nCustomer: D/static_file/7fe74d1331_1_20241204131041.jpg\nHuman Agent: Is it just the three cameras? If you have the account email and password, then you can log in to the account and delete the cameras from the account they are setup on.\nCustomer: Delete the camera or delete the account\nHuman Agent: You would delete the cameras from the account that they are setup on.\nCustomer: How can I do that\nHuman Agent: Once you are logged in to the account, you can tap on Settings next to My Devices. Then tap on the camera and tap on the three dots in the top right corner. At the bottom of the screen it will say \"Delete Device\" or \"Remove Device\".\nCustomer: Now I deleted all 4 camera \nCustomer: Can I add them to my new account user name and password \nHuman Agent: Yes, you can set them up on any account you wish once they are removed from the account they are setup on.\nCustomer: Ok \nCustomer: I have WiFi in my shop 5G\nCustomer: Any alternative way\nHuman Agent: Pretty much every router makes both a 5 GHz and 2.4 GHz band network. Your router most likely already makes a 2.4 GHz network, or you can turn it on in the settings."]
["Customer: Reset authentication email\nCustomer: -1\nCustomer: It keeps sending it to wrong email\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The password reset will go to the Main email used to create the account"]
["Customer: Hola\nCustomer: Buenas tardes, le escribo porque compre 2 cámaras de segunda mano, vinieron en un lote y no tengo contacto con la persona que me lo vendió, el problema es que al intentar conectarla con la app me dice que la cámara ya fue registrada en otra cuenta, hay alguna forma de poder registrarla con mi cuenta? \nCustomer: Buenas tardes, le escribo porque compre 2 cámaras de segunda mano, vinieron en un lote y no tengo contacto con la persona que me lo vendió, el problema es que al intentar conectarla con la app me dice que la cámara ya fue registrada en otra cuenta, hay alguna forma de poder registrarla con mi cuenta? \nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD o GSG y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras.\nCustomer: Son dos cámaras \n1.ZMD19A4IH510902\n2.ZMD19A4IH505925\nde antemano le digo que el ID de la cámara 1 no se ve bien el último número, parece un dos porque esta un poco borrado\nHuman Agent: Gracias. Déjame echar un vistazo a las cámaras. ¿Tiene la factura o la información del pedido de la compra de las cámaras?\nCustomer: No, vinieron en un lote y no tienen factura individual los artículos que vinieron dentro\nHuman Agent: Como estas cámaras ya están vinculadas a otra cuenta, puedo comunicarme con la cuenta anterior y solicitar que eliminen las cámaras de su cuenta; sin embargo, debo esperar 30 días para recibir una respuesta. Cuando reciba una respuesta o al final de los 30 días si no recibimos respuesta, desvincularé los dispositivos y me comunicaré con usted. ¿Cuál es el mejor correo electrónico para comunicarme con usted?\nCustomer: mateoloraj@gmail.com\nHuman Agent: Gracias. Recibiré el correo electrónico de solicitud de desvinculación enviado a la cuenta en la que están configuradas las cámaras. ¿Tiene alguna pregunta?\nCustomer: No, muchas gracias \nHuman Agent: De nada."]
["Customer: Hello I bought my home along with the cameras\nThe new\nowner wishes to use the service. What does he need to do to subscribe\nCustomer: I already tried that says cameras are on another account \nCustomer: Customer support \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD14DCDA206165\nCustomer: 167*\nCustomer: ZMD14DCDA206167\nHuman Agent: Is that the only camera that you have?\nCustomer: I have 3\nHuman Agent: Okay, can I have the Device IDs for all of the other cameras?\nCustomer: Well I can’t get to them right now because they are hanging on the house \nHuman Agent: I would need the Device IDs to send an Unbind Request to the account that the cameras are setup on.\nCustomer: Okay\nHuman Agent: If you are not able to get the Device ID for the other cameras, then I can send an Unbind Request for the one camera. I will contact the previous owner and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?"]
["Customer: Trying to hook up my camera they went offline a few months ago and I'm just getting an opportunity to try to hook them up again I get a notice that it says the device is already registered to another account and I don't know where to go with that their light is solid blue and must have been my originally set them up and I don't know how to get into that account on how to delete it\nCustomer: Yeah I'm aware of all that how do I get a contact with support concerning my account\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device to find what account its bound to first, can you send me all the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid. \nCustomer: Yes hold on a minute\nHuman Agent: Okay\nCustomer: ZMD 131j82250303\nHuman Agent: I was not able to find that camera in the system, perhaps there is a typo or a missing character, could you perhaps take a picture of the sticker and send that to me in the chat for me. \nCustomer: D/static_file/62dabb1434_1_20250210102004.jpg\nCustomer: Sorry let me redo that\nHuman Agent: Okay\nCustomer: ZMD 131JE2250303\nHuman Agent: Okay, I found the camera, it is bound to an account and is online. I cant give you the whole account email but I can tell you the first 3 letters and the domain, It is hel*******@hotmail.com, do you have access to that email or are you able tot ry logging out of this account and into that one at all?\nCustomer: Yes I have access to that email\nHuman Agent: Okay, that's great, you can try to login with that email, if you fail to get logged in then on that login page you can tap forgot password and reset the password to get logged in again to view the cameras."]
["Customer: No consigo como hacer el reset de mi password porque olvide mi old password \nCustomer: Como hago para desconectar todos los devices que tenian abierta la session desde mis camaras?\nCustomer: Pregunta, Si yo cambio mi password automaticamente solo Yo tendre access a mis Camaras o si hay otro dispositivo con la clave anterior se seguira viendo.?\nCustomer: Como desconecto todos los dispositivos no autorizados?\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. Si cambia la contraseña de la cuenta, se cerrará la sesión de todos los usuarios y la única forma en que podrán volver a iniciar sesión es si les proporciona la nueva contraseña.\nCustomer: Pero aun estan dispositivos viejos conectado a mis camaras. \nCustomer: Hola Kylie, necesito ayuda.\nHuman Agent: Si las cámaras están en la cuenta y restableces la contraseña de esa cuenta, expulsa a todos.\nHuman Agent: Si las cámaras están en la cuenta y restableces la contraseña de esa cuenta, expulsa a todos"]
["Customer: Hello I changed my phone number and would like to update it on my account\nCustomer: I changed my phone number and would like to update it\nCustomer: I can’t change my phone number \nHuman Agent: Hi my name is Wendy.\n\nUnfortunately, it is not possible to change the account phone number since that's the actual account identifier.  You would need to create a new account with an email address since new phone number accounts are no longer able to be created.\n\nCustomer: I can’t find where to update my phone number \nHuman Agent:  it is not possible to change the account phone number since that's the actual account identifier.  You would need to create a new account with an email address since new phone number accounts are no longer able to be created."]
["Customer: Do you have a number to call \nCustomer: My cams are attached to my Old email address and they won't eork\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. We do not, but we do have callbacks available on request via the schedule a call button I've sent. That would allow you to schedule a call for a future time. Otherwise I'm happy to help you from here. What is the old email address? \nCustomer: They are being blocked by meshare\nHuman Agent: What is the old email address? \nCustomer: markthomasamason@gmail.com\nCustomer: I bought them in 2018 or 2019\nHuman Agent: That is the email you're contacting from and there are no devices on this account. What is the ID of one of the cameras? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: ZMD\nHuman Agent: What is the rest of the ID?\nCustomer: ZMD2418H9223-119\nZMD2418H9223-129\nCustomer: My name is Mark Amason but my nickname is West \nHuman Agent: The first one seems to be on an email based account starting with ma and is at gmail.com. The second is on another account starting with we which is at gmail.com. Are those emails familiar to you and do you have access to either?\n\nCustomer: The Cams were set up by me\nHuman Agent: The first one seems to be on an email based account starting with ma and is at gmail.com. The second is on another account starting with we which is at gmail.com. Are those emails familiar to you and do you have access to either?\n\nCustomer: markthomasamason@gmail.com \nwestasy2020@gmail.com \nmdocwest@gmail.com \nacutaboveconstruction2020@gmail.com\n\nCustomer: These are some of my emails \nHuman Agent: One of them is the westasy2020@gmail.com email you mentioned, the other is not among those. Do you have access to that email?\nCustomer: Yes I do\nHuman Agent: Okay, and you do not know what the email starting with ma which is at gmail.com would be then?\nCustomer: markthomasamason@gmail.com\nHuman Agent: That is the email you're contacting from and is not this email. \nCustomer: If I knew for sure which one..I wouldn't be here..I'm not sure which one \nHuman Agent: Okay, if you do not know that email, do you have the invoice from the purchase of the device? For the other on the westasy2020@gmail.com account, if you have access to it you may either log into that account or otherwise I could email that account for permission to unbind it. \nCustomer: I bought them in Dallas from Amazon I think. I was living in Garland Tx \nHuman Agent: Okay, if you do not know that email, do you have the invoice from the purchase of the device? For the other on the westasy2020@gmail.com account, if you have access to it you may either log into that account or otherwise I could email that account for permission to unbind it. \nCustomer: It's been 6 or more years I don't have the receipt now\nHuman Agent: Amazon keeps your full order history. Do you not have access to your Amazon account?\nCustomer: Which cam is on westasy2020@gmail.com 119 or 129\nHuman Agent: ZMD24I8H9223129\nCustomer: Okay \nCustomer: Not sure what email I used on Amazon 6 years ago \nCustomer: Same issue \nCustomer: Can you see it?\nCustomer: I have the original box \nHuman Agent: Okay, I'll contact the email to request permission to unbind the device. If I get a reply approving or there is no reply after 30 days, the device will be unbound. If I get a reply denying the request, I would not be able to proceed. In either case I can follow up with you once the process has finished. Is markthomasamason@gmail.com good to reach you on for that? \n\nSee the camera? We cannot see through the cameras, I can only see the name, what account it is on, and whether it is online. \nCustomer: Yes you can contact me at\nmarkthomasamason@gmail.com\nCustomer: It's crazy that I can't use my cameras I bought \nCustomer: It should be ez to see who set it up \nCustomer: Its Mark Amason?\nCustomer: That's me\nCustomer: I've been trying to get my camera access for a week \nHuman Agent: We take customer security seriously so would not be able to unbind randomly. If you do not have access to the email or invoice, our only option would be the unbind request which in your situation if it is your email and you no longer have access, would still mean regaining control of the device after 30 days. In the future I would recommend keeping track of your emails and passwords to avoid further issues related to not knowing your account information or lack of access to your emails. \nHuman Agent: For the one on westasy2020@gmail.com, are you going to log into that account then to access that one or would you like a request sent for it as well?\nCustomer: I'd like both cameras to work. Set to factory reset. \nCustomer: And notify me when you get it done \nCustomer: I'll try to Access my cam 129 in the meantime \nHuman Agent: Again, the one on westasy2020@gmail.com you may log into that account if you have access. Otherwise I can send an unbind request for it as well. To be clear are you saying you do not want to log into that account and would like for me to send an unbind request for that one as well then?\nCustomer: I want access to both cams I don't care how you do it \nCustomer: Can't i use 129 now?\nUntil you unbound it \nHuman Agent: Well you said you have access to that email so you may already immediately log in and access that one on that account if you would like. Otherwise I may send an unbind request to have it removed. If you plan to log in though, I'd prefer not to do that so that I am not removing it from the account you're viewing on. Which would you prefer to do?\nCustomer: I'll use the 129 till you unblock the 119..and add it to the 129 account \nCustomer: I'll be using westasy2020@gmail.com\nHuman Agent: Okay, I will not send an unbind request for the 129 camera then and to access it you will need to log into the westasy2020@gmail.com account. Is there anything else I can assist you with for now?\nCustomer: I guess not. \nCustomer: Thanks for your help \nHuman Agent: Okay, no problem, have a good day. \nCustomer: Not really happy with the results \nCustomer: But time will fix it \nHuman Agent: I'm sorry you feel that way, but we do take customer security seriously so without access to the email or the receipt/invoice, this would be our only option. \nCustomer: After I get my cams cleared can I use any FTP I choose \nCustomer: I don't really need cloud storage \nHuman Agent: FTP is file transfer protocol and not something that would be supported by the cameras. \nCustomer: I didn't know that I would be bound to meshare when I bought them \nCustomer: Amazon didn't tell me that \nHuman Agent: Devices have encryption on the video to protect from unwanted access and devices are accessed from our app by logging into the account you create. \nCustomer: I know. But don't I Owen the cameras \nCustomer: I don't want meshare, Amazon, or Google in my business. Thanks \nHuman Agent: You do own the cameras, but the cameras are accessed through the meShare platform. We do not have access to the camera feeds and even on our end we would need account access to view the cameras, but the account system and encryption are necessary to have protected video feeds that help to prevent unwanted access. \nCustomer: So much protection that I can't Access it.\nCustomer: Thanks for your help \nHuman Agent: That is not related to an issue with our system, but instead that you do not have access to the email the device is on or access to the invoice from the purchase."]
["Customer: Set up\nCustomer: I have a camera \nCustomer: And bonce with another account\nHuman Agent: Hi my name is Wendy.  Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: ZmdD14egcd000169\nHuman Agent: There may be a typo, no info comes up with ZmdD14egcd000169\nHuman Agent: Can you check for typos or attach a clear picture of the ID?\nCustomer: D/static_file/3506e7b603_1_20250304104608.jpg\nHuman Agent: ZMD14EGCD000169 thanks.  The camera is online but its connected to a different email - be----@beeohbee.com\nHuman Agent: if you do not have access to this other account please unplug the camera from power and attach your receipt here for the camera\nHuman Agent: I should be able to unbind the camera with your receipt\nCustomer: I ‘m  done\n\nHuman Agent: You figured out the account the camera is connected to?"]
["Customer: Our company has a location in Idaho.  The address is 4150 Black Oak Dr, Hailey Idaho 83333.  A previous employee set up the Zmoto surveillance and we need to remove the previous employee and add our owner to the camera system.  Please let me know what we need to do to remove this.  It is under Steve John and we need all systems to be under John Lambert.\nCustomer: can you help remove an old employee from our account\nCustomer: agent\nHuman Agent: Could I have the device ID of the camera or NVR you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: one second\nCustomer: How about our account number\nCustomer: oh I got it\nHuman Agent: Yes, the account information will work, as well.\nCustomer: ZMD13IRA1246785\nCustomer: account number is 12285908\nCustomer: Our company has a location in Idaho.  The address is 4150 Black Oak Dr, Hailey Idaho 83333.  A previous employee set up the Zmoto surveillance and we need to remove the previous employee and add our owner to the camera system.  Please let me know what we need to do to remove this.  It is under Steve John and we need all systems to be under John Lambert.\n\n\nHuman Agent: Okay, the addresses and names are not related to the accounts.\nHuman Agent: Are you logged in to that current account on the app on your phone or tablet?\nCustomer: Well Steve John has access to the camera\nCustomer: I have one employee log into the account on a phone\nCustomer: i am not sure if the previous employee is logged in\nHuman Agent: Then you would want to delete the devices from the account using the app. Open the app and tap on Settings next to My Devices. Tap on the NVR which is named \"Zmodo NVR\". Tap on the three dots in the top right corner. Tap on the button at the bottom that says \"Delete Device\" or \"Remove Device\".\nHuman Agent: Then you will repeat the process with any cameras did not get removed from the account with the NVR.\nCustomer: then how do we set it back up\nCustomer: does it set it back to factory setting\nHuman Agent: The NVR you would connect with a Smart Kit setup. The cameras would be setup with a LAN Search or the QR Code setup depending on if they are connected to the Wi-Fi network or not.\nHuman Agent: Here are the instructions to add an NVR to your account:\n\nPlug in the device to both power and the router, make sure your phone is connected to the same router as the NVR.\nOpen the App and confirm you are signed in with the account you want the device linked to.\nTap the plus sign (+) on the top right and select Legacy, then Smart Kit.\nTap the check mark to confirm the NVR is powered up, this will prompt the app to do a network search for the NVR.\nIf the app locates the NVR it will show you the option to select the NVR and Name it. The name goes on the same line as the Device ID, after entering a name you can adjust the time zone and enter a password for your device.\nLastly tap on the checkmark at the bottom to add the device.\nHuman Agent: Here are the LAN Search instructions:\n\nMake sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: I am here\nCustomer: trying to tell my employees what to do\nCustomer: We will try this\nHuman Agent: Alright, do you have any other questions?"]
["Customer: Still can’t get my gallery icon back on my zmodo\nCustomer: Tried all of the above \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you elaborate mroe what you mean? and perhaps send me screenshots of how the app looks for you where youa re having trouble\nCustomer: D/static_file/6ccd14b9d2_1_20250226134705.png\nCustomer: No gallery\nHuman Agent: OKay, Looks like the gallery option in the app is no longer there with the new update, As long as you have set the permissions for the app to allow for photos when you create a clip it will save to your phones photo gallery. Previously the gallery was only used when people would create clips and did not have those permissions allowed so the footage would still be able to be saved but that is the only purpose for the gallery area section and is not necessary to worry about being gone unless you have not allowed those permissions that I mentioned earlier in this message.\nCustomer: Does that mean that I’ve lost all the saved files in gallery \nHuman Agent: Yes, the gallery is gone so all the files stored in it at that time are also gone.\nCustomer: Thanks\nHuman Agent: No problem, any other questions berfore we go?"]
["Customer: Hola \nCustomer: Me ayudas mi camaras están vinculadas con otra cuenta pero perdí los datos de la otra cuenta como hago para vincular la a la nueva cuenta \nCustomer: Ya las restableci 2 veces pero siempre me tira el mensaje que están vinculadas en otra cuenta pero no tengo los datos de la cuenta anterior que hago \nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon. ¿Cuáles son los ID de las cámaras? La identificación debe estar en una etiqueta en el dispositivo o en su soporte, no tendrá guiones y generalmente comenzará con ZMD o GSG.\n\nCustomer: datos\nCustomer: Ya las restableci 2 veces pero siempre me tira el mensaje que están vinculadas en otra cuenta pero no tengo los datos de la cuenta anterior que hago \nCustomer: Hola\nHuman Agent:  ¿Cuáles son los ID de las cámaras? La identificación debe estar en una etiqueta en el dispositivo o en su soporte, no tendrá guiones y generalmente comenzará con ZMD o GSG.\nCustomer: GSG56JGC\nCustomer: D/static_file/1d9e3af25f_1_20250122174434.jpg\nCustomer: Este es \nHuman Agent: ¿Qué marca es esta cámara?\n\nCustomer: GOAOFOEOI\nCustomer: Esa marca es\nCustomer: Son dos cámaras \nHuman Agent: Debería comunicarse con Goaofoeoi para obtener soporte para los dispositivos Goaofoeoi. Por lo general, solo podremos ayudarlo con preguntas generales sobre el servicio en la nube y aplicaciones. Puede comunicarse con ellos en Andrew@szqunanjie.com\n\nCustomer: Gracias \nHuman Agent: Ningún problema. Que tengas una buena tarde."]
["Customer: This device is already bound to another account. Please delete it from that account, reset it, and try again. If you do not have access to that\naccount, please power off the device and contact support.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device, can you send me all the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid. \n\nCustomer: id:ZMD12DN45000606\nHuman Agent: Okay, One moment while I look up this device.\nHuman Agent: It looks like that camera is bound to an account that was created with an email, I cant give you the whole email but I can give you the first 3 letters and the domain, its Man*********@gmail.com Do you have access to this email or the account associated with the email at all?\nCustomer: No\nCustomer: Adnan8655@gmail.com\nHuman Agent: Okay, To remove this device from the account we would have to go through the unbind process. Do you have the origional invocie from the purchase of the camera at all? if not then we can do whats called an Unbind request for the unbind process. Just let me know if you do or do not have the invoice. \nCustomer: No invoice \nHuman Agent: Okay, that's no problem. I will send the unbind request, it will go to the email that this camera is bound to, once we receive a response of approval or is after 30 days of no response occur then I will unbind the device and notify you. Is the email hasif799@yahoo.com the best to use for notifying you?\nCustomer: Okay I am waiting for you \nHuman Agent: I already Sent the unbind request. \nCustomer: Yes\nHuman Agent: I sent a message after yours, perhaps you missed it, I said  \"Okay, that's no problem. I will send the unbind request, it will go to the email that this camera is bound to, once we receive a response of approval or is after 30 days of no response occur then I will unbind the device and notify you. Is the email hasif799@yahoo.com the best to use for notifying you?\"\nCustomer: Ok\nHuman Agent: Is that the best email for you to notify once we get a response or the 30 days has occured?  the hasif799@yahoo.com email. \nCustomer: Thax \nHuman Agent: Okay, have a great day."]
["Customer: I need to speak to a live person\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: Ok\nCustomer: D/static_file/6c785cade0_1_20240923093546.png\nHuman Agent: I see the screenshot of your account screen. How can I assist you?\nCustomer: My account was canceled mistakenly by Zmodo the y were suppose to sent an emailed to my uncle whose email was being used to give me access to renew the subscription and the iCloud but they instructed him to cancel the account now we are in the USA and can access the cameras back in the Caribbean \nHuman Agent: The email that is sent is an Unbind Request to remove the devices from the account. That is the only way to move it to a new account. Let me take a look to see if I can find the camera information in your account history.\nCustomer: The email that was on file was marcie9364@hotmail.com\nCustomer: How do I activate back the account \nCustomer: Are u there grant?\nHuman Agent: Yes, as I said, I am taking a look at your account history to find the information on the cameras.\nCustomer: Oh ok thank u\nHuman Agent: Thank you for your patience. The cameras were unbound by the previous account owner and I bound them to your account. You may need to refresh or restart the app to see the cameras on your account.\nCustomer: Ok thanks whicck email is ne new account email\nCustomer: How do I refresh the system do I log out and log back in\nHuman Agent: You can restart the app.\nCustomer: Ok thank you\nCustomer: Is the yvonnepri37 the new account email\nHuman Agent: Yes, I connected the cameras to the account you are contacting us from currently.\nCustomer: Ok thank u have a great day\nHuman Agent: You're welcome. You have a good day, too."]
["Customer: Hi can someone help me\nCustomer: Disconnect someone phone to view my cameras \nCustomer: Customer service \nCustomer: Ok\nCustomer: Customer care agent \nCustomer: Hi I was wondering If you could help me \nCustomer: I had a phone that was logged onto my account and gave it to a family member whom now doesn't want to remove it on their end is there any way I can take remove that device from viewing my cameras \nHuman Agent: If you have shared the devices to another account, you can disable that from your sharing menu. If you gave account access, you would need to change your account password. If you know the password, you can go to the Me section of the app and then system settings to do the reset password option. If you do not know the password, you can either log out or go to user.zmodo.com and choose forgot password to reset it through your email. \n\nWe are currently unavailable for live chat support, but you can reach out to us via email support@zmodo.com. Our new hours of availability are:\n\n- Monday to Friday: 9am to 12pm and 1pm to 6 pm CST\n* Excluding Holidays\n\nYou may also contact the chat outside of our hours again to speak to our AI chatbot Mira who can assist with some troubleshooting. I've also sent a callback scheduling form where you can click the button in the chat in order to schedule a callback for a future date if you'd prefer.\n\nThank you for understanding."]
["Customer: I need to contact  support to give them this info\nCustomer: Zmodo ID ZMD33D544257251\n\nOrder number. 02-12767-69225\n\n\nHuman Agent: Hi my name is Wendy\nHuman Agent: ZMD33D544257251 shows online.  What questions do you have about this camera?\nCustomer: I have a blue light on the camera.\nBut it's attached to another account. I bought the camera on ebay\nHuman Agent: The camera is connected to a phone number account ending in x881\nHuman Agent: Could you please attach a copy of your eBay receipt? or email it to me? support@zmodo.com"]
["Customer: There is a security system in the building and i am buying the business and need help getting it switched to be able to add the cameras to my account. As the previous owner has been locked out \nCustomer: The previous owner cannot delete them as he has been locked out \nHuman Agent: Hi my name is Wendy.\nHuman Agent: Please provide the device ID on the devices/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: I don't understand that \nHuman Agent: On each camera there will be a sticker with a device ID. \nHuman Agent: The device ID will most likely start with ZMD.  I would need the device IDs in order to see what account they are currently connected to\nHuman Agent: D/static_file/19ad835ab1_1_20241004110917.png\nHuman Agent: The ID may look like this attached picture.\nCustomer: Do every camera have a device ID?"]
["Customer: Customer Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Hi Kylie, I'm contacting to learn the status of my account I requested to be unhinged due to not having access to the email any longer.\nHuman Agent: Okay, Let me look up your account information and check on that for you, one moment.\nCustomer: The email for the account in reference is ctb7611@gmail.com \nCustomer: I no longer have access to the email ctb7611@gmail.com \nHuman Agent: I looked up the Unbind request, there has not been a response to it yet, and it has not been 30 days yet since the request was sent, it will be 30 days on the 27th. So the unbind process is still ongoing"]
["Customer: I gave someone live access and alerts only and somehow they were able to still look at past alerts and watch playback. This is very upsetting \nCustomer: Why can someone see more information than they are supposed to.with sharing\nCustomer: I need to speak with a real person\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Is it only one camera with this issue?"]
["Customer: I need to discontinue the cameras that are associated with my cell number\nCustomer: But it does not work\nCustomer: I no longer use the system I gave the system away to a friend we are trying to connect it to his system now\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: How do I delete the associated number with the camera system\nHuman Agent: First I would need to know the device IDs on the camera system that way I can check what they are currently connected to\nHuman Agent: Can you login to the app the account that the devices are currently connected to?\nCustomer: Yes\nCustomer: Device ID zk8_BFS23NM\nHuman Agent: If you can login to the app you can delete the devices.\nHuman Agent:  Here's how you can delete the device:\n\n1. Open the phone app and tap on the \"Live\" button to access the live feed from your device.\n2. In the upper right corner of the screen, you'll see a gear-shaped icon. Please tap on that icon.\n3. Now, you'll see three dots in the upper right corner. Tap on those three dots.\n4. From the options that appear, select \"Delete Device.\"\n\nFollowing these steps should allow you to successfully remove the device from your app. If you encounter any difficulties or have further questions, please don't hesitate to let me know. \n\nCustomer: It will only let me reset\nHuman Agent: Delete button is right under the reset button.  Is your font size set to large?\nHuman Agent: maybe decrease the font size and you should see the delete button\nCustomer: But still says device is bounded to another account \nHuman Agent: What is the ID on the camera?  I will attach a picture so you know where to look for it\nHuman Agent: D/static_file/072686c886_1_20240913161627.png"]
["Customer: How do I hook my cameras to my fire stick?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The Zmodo app is not compatible with a Fire TV stick so it would not be possible to view the cameras on one."]
["Customer: Hola \nCustomer: Estoy tratando de enlazar otro usuario y está no me deja, pueden ayudarme\nCustomer: Agente \nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Está intentando que este otro usuario inicie sesión en esta misma cuenta o está intentando enviarle una solicitud para compartir donde desde su propia cuenta pueda ver las cámaras?\nCustomer: Si\nCustomer: Desde la misma aplicación \nCustomer: Yo soy el principal\nCustomer: Pero no me deja\nCustomer: En el pasado lo hacía sin problema pero ahora no puedo\nHuman Agent: Bien, si desea que otros usuarios inicien sesión en la misma cuenta, les debe dar la información de inicio de sesión para esta cuenta, por lo que solo tendrán que saber el correo electrónico y la contraseña para iniciar sesión en esta cuenta principal y ver las cámaras.\nCustomer: Ok\nHuman Agent: Ok, ¿Hay algo más en lo que pueda ayudarte hoy?"]
["Customer: Hello. Can i log off all device using this account?\nCustomer: -1\nCustomer: Log off my account \nCustomer: Agent\nCustomer: Okay\nHuman Agent: You will need to change the password to the account. You can reset the password through the web app here https://user.zmodo.com/changepwd and it will log out other devices. It may not be immediate, but the app checks several times a day and when it next checks, it will see the password was changed and it will log out the device.\nCustomer: I did that already and some devices are still able to see surveillance.\nHuman Agent: It will not immediately log out devices. And if you changed the password in the app, I would recommend doing the Forgot Password option on the web app and resetting it with the verification code."]
["Customer: Hello.my device seemed to drop off from my app and I forgot my password to set it back up\nCustomer: I cannot reconnect my zmodo \nCustomer: I go to the add my device and it says it's already bound to another account \nCustomer: How can I contact support for further assistance\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device, can you send me all the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid. \nCustomer: I cannot reach the cameras.they are on the roof. But my modem for them is ZMD14ABA1249654\nCustomer: D/static_file/1d2247d17a_1_20250226105032.jpg\nCustomer: D/static_file/e5df059e10_1_20250226105037.jpg\nHuman Agent: Okay, this NVR as well as 4 other devices are bound to another account that is under a phone number, I cannot give you the full number but it ends with 59 Do you have that phoen number or have the ability to try and login to that account with the phone number?\nCustomer: 587-216-6059\nCustomer: 586-216-6059 sorry I fat fingered the area code \nCustomer: Tried to log in with that phone number but it would not let me \nCustomer: My name is Richard Cyr and my email is richard858.rc@gmail.com\nHuman Agent: Yes, that is the phone number, Try to login to that account again, and if it gives you trouble try the password reset process. When you do enter in the phone number, dont put any dashes or spacing as that can make it not work properly\nCustomer: Let me know if you need my blood type as well 😂\nHuman Agent: Luckily for you, I'm not a vampire so that wont be necessary haha.\nCustomer: One sec.attempting now \nCustomer: So I can log into the app just fine but, I see nothing under devices. When I try to link the device again it asks for a password there and a name once I find my device. \nCustomer: D/static_file/6f2d8d5422_1_20250226105920.jpg\nCustomer: D/static_file/1329e1f16a_1_20250226105921.jpg\nCustomer: D/static_file/8ca8ed3315_1_20250226105921.jpg\nCustomer: Does that make sense? Sorry \nCustomer: D/static_file/18fe60efb5_1_20250226110343.jpg\nHuman Agent: Can you go to the Me section and tell me if it shows your phone number there\nHuman Agent: I think you are logged in with the email and not the phone number on the device you sent photos of."]
["Customer: I need to take the shellydreaden99@gmail.com completely and her gave no access to any of this at all. \nCustomer: I am the owner\nCustomer: All she did was at up the camera for me. Then stole that too\nCustomer: I need to take back ownership\nCustomer: What if I just delete the account\nCustomer: Can you help me delete the account\nCustomer: I need to take back ownership of this account\nHuman Agent: Howdy, you've reached customer care, my name is Kylie. There are a few ways you can go about restricting someone's access to the account if you are not the only one you have given access. First, are you the only one who  has access to the shellydreaden99@gmail.com email?\nCustomer: Shelly was staying here with me. She set the camera back up for me but she put it in her name. We had an argument bc she was stealing a lot of stuff from me and I kicked her out. She does not need access to this account at all\nCustomer: No that’s her account. She did that unknowingly to me when she set up the dameras\nCustomer: I’m so sooo mad!!! \nCustomer: You can look back and see that I’ve been the owner for the majority of the time. \nHuman Agent: Okay, If she has access to the email that was used to create the account then even if you reset the password, she has the power to also reset the password as the password reset email goes to that shelly email. What I would recommend for you to do is to delete the camera from this shelly account (you wont have to reset it only delete it) then log out of this shelly email and create a new account, after you have made a new account you can add the cameras using the LAN option in the setup area, if the cameras are online it will pop up and ask you to rename it and add it. If for any reason it does not though, just contact us again so we can add the camera for you to the account, I'm happy to help you do this now as well you would just have to make another account and delete the cameras for me to move them over for you. \nHuman Agent: Also we do not have the ability to see which users actually use the cameras or the account, we give customers the utmost privacy and don't monitor or track that."]
["Customer: Troubleshooting\nCustomer: Camera set up\nCustomer: Live agent\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Hold on\nCustomer: D/static_file/dd4b852279_1_20250206154122.jpg\nCustomer: Sent\nHuman Agent: That camera is setup on a different account. The account is a @gmail.com email address and the first two letters are \"ta\".\nCustomer: Yes I have Gmail and AOL.  \nCustomer: Tallflee39@aol.com and Tallflee39@gmail.com \nHuman Agent: So, right now you are logged in to the wrong account. You would want to log in with the @gmail.com email address.\nCustomer: Ok\nCustomer: Hold on\nCustomer: Ok still can't add devices\nHuman Agent: You would not need to add the device as it is already on the account. Which email address are you logged in with?\nCustomer: Gmail\nCustomer: I got a new phone but the devices are not showing up\nHuman Agent: Can you tap on the Me tab at the bottom right corner and then tap on the email address at the top? There will be an Account Number there. Can you give me the account number?\nCustomer: The camera has a blue light\nCustomer: K\nCustomer: 22050638\nHuman Agent: That is the @aol.com account. So you are logged in to the wrong account.\nCustomer: I was in that account abd up told me to log into the gmail\nHuman Agent: You gave me the Account Number for your aol.com account. So that means you are still logged in with the aol.com email address.\nCustomer: Are these camera undercwarranty \nHuman Agent: When you go to the Me tab, does it show the email address there at the top?\nCustomer: Yes Gmail \nCustomer: D/static_file/af8b1d3ed7_1_20250206155428.jpg\nHuman Agent: Alright, can you go to the Me tab with the gmail.com email address account and give me that account number?\nCustomer: The thing is broken from outside \nHuman Agent: The cameras have a 1 year warranty when purchased new from us. If it was purchased within the last year then you can go to this website https://www.zmodo.com/rma/ to fill out a warranty form.\nHuman Agent: If it is not under warranty, then we sell replacement brackets https://www.zmodo.com/bracket-for-cameras.html"]
["Customer: During setup I get msg this device is already bound to another account \nCustomer: How do I contact customer support\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Agent\nHuman Agent: You have been connected with a Customer Care Agent. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD11KJ32000187\nHuman Agent: Thank you. Have you setup this camera before or did you recently purchase or receive the camera used?\nCustomer: I had it set up previously \nHuman Agent: That camera is setup on a @aim.com email address and the first two characters are \"ed\". Do you recognize the email address that the camera is setup on?\nCustomer: Yes\nHuman Agent: Alright, then you will want to log in with that email address.\nCustomer: I'll try\nCustomer: How do I log into it\nHuman Agent: You would open the app and enter the email address and the password.\nCustomer: Not seeing any anywhere to log in\nHuman Agent: Do you have the app on your phone or tablet? Or are you on the web app?\nCustomer: I have it on phone. I force stopped the app, opened it, went directly in.\nHuman Agent: Okay, good. So you are able to see your cameras?\nCustomer: Yes but it's not setup \nHuman Agent: The camera you gave me the Device ID for is named \"Living room\" and it is showing online. What do you see if you tap on Live for that camera?\nCustomer: Add wireless device\nHuman Agent: Does it show a list of devices on your app?\nCustomer: No\nHuman Agent: Alright, you are probably logged in to the wrong account then. Are you in the Zmodo app or the Smartz Eaze app?\nCustomer: Zmodo app\nHuman Agent: Can you tap on the Me tab at the bottom right corner and tell me what email address or phone number you see near the top?"]
["Customer: Customer support\nCustomer: How do I unbound camera from existing account\nCustomer: Are you there\nCustomer: Customer support \nHuman Agent: Hello, you've reached customer care, my name is Kylie. To unbind a camera form an account, you can delete it from the account itself or we can go through the unbind process, for that I will need the cameras ID number, it will be on the cameras sticker and start with ZMD\nCustomer: Zmd12lgbc209021\nHuman Agent: It looks like this camera is bound to an account that was created with an email, I will send the unbind request to the email, if we receive a response of approval or if after 30 days have passed I will unbind the camera and notify you, is the email dladavac@gmail.com the best for notifying you?\nCustomer: Yes \nHuman Agent: Okay, I jsut send the Unbind request now, and it looks like we are actually in luck! the email bounced back my request because the email no longer exists, due to that I can unbind the device immediately! I will unbind it now for you\nHuman Agent: That camera is now unbound and can be set up and added to another account freely now. \nCustomer: Thank you\nHuman Agent: No problem, anything else I can assist you with today?"]
["Customer: I just got notification that motion was detected.  I tap on it and get taken to the app.  But the I get message that it’s expired but I can subscribe to cloud service.  Why do I try this even though it shouldn’t be expired?\nCustomer: -1\nCustomer: Representative \nCustomer: Agent\nCustomer: D/static_file/042b730306_1_20241223112059.png\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Try deleting the app and reinstalling it and try again and let me know if it still occurs or not\nCustomer: I’ll try.  One other frequent problem is that some of the notifications say that motion is detected, but when viewing it is just a minor change in ambient light level.\nHuman Agent: Yes, light changes will trigger the cameras motion as the environment is being changed visually by the light changing. \nCustomer: But why are other events that are triggered but light changes not marked as motion?\nHuman Agent: i don't quite understand your question. \nHuman Agent: If the light change occurs drastically enough it will trigger the camera to take a shirt clip, after that there is a cooldown window of 3 minutes before it can be triggered again. \nCustomer: Almost all the notifications I get are from changes in lighting.  But only some say motion detected.  \nCustomer: D/static_file/17f6744cfd_1_20241223113132.png\nCustomer: This shows a single event with motion.  No one is home.  It was triggered by a slight change in light.\nHuman Agent: Yes, it is still considered motion by the camera because of the light change \nCustomer: All the other events on this screen were also triggered by just light changes.  But only one is marked as motion. \nCustomer: That is motion with the shaking cloud icon.\nCustomer: That implies a stronger warning so I tend to pay more attention when I see that hit it is almost always just light change.\nHuman Agent: No its not a stronger warning it just visually looks different for that camera for the motion alerts \nCustomer: Ok.  I’ll try deleting the app and reinstalling now.  Thank you.\nHuman Agent: No problem, have a good day."]
["Customer: HEllo\nCustomer: when  i got to user.zmodo.com to use the web app how do I det all my camers to display live on 1 screen?  I can do it on the android app\nCustomer: where would I find that?\nCustomer: when  i got to user.zmodo.com to use the web app how do I det all my camers to display live on 1 screen?  I can do it on the android app\nCustomer: I don't see the \"grid\" view feature\nCustomer: is taht avaialbe on the computer web app?\nCustomer: can I chat with a live person instead of a BOT please\nCustomer: hello\nCustomer: when I go to the computer web app I used to be able to view mutiple camers live at the same time... I can't figure out how to do that now...\nCustomer: the AI bot kept telling me to look for \"grid\" view\nHuman Agent: You cannot view multiple cameras at the same time in the web app as it does not support the Groups that the mobile app does.\nCustomer: don't you think that's pretty dumb?\nCustomer: I'd like to display my cams live on my desktop while I gone at work\nCustomer: D/static_file/8df69ecbf8_1_20250210153155.png\nCustomer: it's got all the tiles there\nHuman Agent: The cameras are primarily designed to be used on the mobile app. Unfortunately, the web app has fewer features, and the Groups is one of the things that the web app does not support.\nCustomer: why not just have them \"play\" in the tiles?\nCustomer: it used to work that way I remember\nHuman Agent: Because you would need to click on one of the cameras to view the video from it. That is how the web app works to view the cameras.\nCustomer: I've figured that out... I even figured out that it won't let me open multiple tabs in the same browser and view multiple cameras live...  my question is why did you guys get rid of that feature?  It used to work in \"grid\" view\nHuman Agent: You can open multiple tabs in the same browser and view different cameras in different tabs. \nHuman Agent: The web app has worked this way for at least the last several years. Since the mobile app is the primary way to view the cameras, the web app is secondary and has fewer features and updates."]
["Customer: Set up\nCustomer: I’m trying to connect to my old zmodo camera model ZH-IZV16-WAC. I’ve used it with my phone for years. I don’t know why it doesn’t show up as a device now so I’m trying to reconnect as new device. At the end of the process it says “This device is already linked to another account “.\nCustomer: Is there live support?\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer:  ZH-IZV15-WAC\nHuman Agent: That would be the Model, not the Device ID.\nCustomer: Ok\nZMD131947237802\nHuman Agent: That camera is setup on a phone number account, *******244.\nCustomer: That is correct\nHuman Agent: Then you will want to log in using that phone number. Right now you are logged in to the wrong account because you are logged in with an email address, strepod5@comcast.net.\nCustomer: I didn’t realize that made it a separate account. Thanks for your help. I’ll give that a try.\nHuman Agent: You're welcome."]
["Customer: Contact number\n\nCustomer: Agent\nCustomer: Agent\nCustomer: Sorry,  this is my first time on here\nHuman Agent: That is alright. How can I assist you?\nCustomer: Have bought a new house and there are some legacy devices on the system that the previous owner never disconnected.   So it said contact here to get them going and working for me.\nHuman Agent: Do you have a Model or Device ID for the cameras or camera system?\nCustomer: I would have to back out and get them will it disconnect us on this chat? \nHuman Agent: No, you can come back to the chat.\nCustomer: Only 3 are showing up there are 4 but the IDs are \nCustomer: ZMD13HEE600708\nCustomer: ZMD13HEE601354\nCustomer: ZMD13HEE60136\nCustomer: Sorry messed up the last one ZMD13HEE601356\nHuman Agent: So, you are missing a letter or a number from each. There are 15 characters to a device ID. It will also be listed on a sticker on the camera or the bracket, so you can find that for the last camera that is not showing up.\nCustomer: Yeah the first one is 6000708\nCustomer: And the other 2 have 2 more zeros\nHuman Agent: Can you give me the IDs?\nCustomer: So 6001354 and 6001356\nCustomer: That's all it says is the IDs are those \nCustomer: D/static_file/34a954d9ff_1_20241030172522.jpg\nHuman Agent: Okay, the cameras will plug in to an NVR system. Can I have the Device ID for the NVR? It will be on a sticker on the bottom of the NVR. And the fourth camera will also have an ID on it.\nCustomer: Ok one sec\nCustomer: ZM-SS7009B8-S-1TB\nCustomer: That sound right?\nHuman Agent: That looks like an SKU. The Device ID will start with ZMD like the cameras.\nCustomer: D/static_file/f206a5604c_1_20241030172811.jpg\nCustomer: That's the 4th camera \nCustomer: ZMD13HEB000901\nHuman Agent: Thank you. Let me take a look. \nHuman Agent: As theses cameras and NVR system are already bound to another account, I can contact the previous owner and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: USMCtm831@yahoo.com\nHuman Agent: Thank you. I am getting the Unbind Request email typed up and sent now to the previous owner. Do you have any questions?\nCustomer: Nope just seems like a waiting game now. \nHuman Agent: When we get a response or if we do not get a response after 30 days, we will contact you letting you know that they are available and with setup instructions.\nCustomer: Ok"]
["Customer: ZMD_SAP WONT SHOW UP on WiFi \nCustomer: Not in list\nCustomer: Not showing in WiFi settings\nCustomer: Can you remotely reset my doorbell camera\nCustomer: There is no reset button on my doorbell camera\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you are trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Holding 8 inches away , camera won’t read \nHuman Agent: What is the ID of the camera you are trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG.\nCustomer: ZMD12G6B7000214\nHuman Agent: Thanks. This would have to use the Zink setup. You said this is not producing ZMD_SAP though. What is the current indicator light status? I'll need to know color and if it is solid or flashing. \nCustomer: Green\nCustomer: Solid now\nCustomer: Was blue\nCustomer: Flashing green.  Now\nHuman Agent: Solid green is normally what it shows when it first is booting up, though if it's staying solid green it could have some other issue. Did you just restart it in some way? \nCustomer: It is changing colors \nFlashing blue \nNow solid blue\nHuman Agent: The doorbell is now online, but it bound to an email account starting with dg and it is at stny.rr.com, is that familiar to you at all?\nCustomer: Yes. \nThat’s my old account \nDgeorge1@stny.rr.com\nCustomer: We had got a new Wi-Fi router from supplier and had to set up cameras from the beginning, but made me create a new account with a new email\nCustomer: All other cameras are connected, but can’t get the doorbell camera connected\nHuman Agent: You would not need to create a new account, you would just need to log in using the same account. That said, it looks like the email account is a new account as it was just created last month. It looks like this phone number account you're contacting from is the old account and you seem to have logged back in there. You would want to delete the doorbell from your new account in order to add it to this older account. To do that you can log out of your current account by going to Me, then log out, then log in with email and enter the account credentials to log in. Once logged in you can hit live, then the settings gear in the top right, then the ... in the top right, and then choose to delete or remove the device. You'd then log back into this account and add it here using the tap here to add it option on the bottom of the add device page. \nCustomer: Ok hold on. \nHuman Agent: Okay, the chat will remain active for 7 minutes from the time of the last message from either of us."]
["Customer: Live agent\n\nCustomer: Troubleshooting\nCustomer: Live agent transferring service\nCustomer: Agent\nCustomer: Hello I am moving and renting my house out. I think my tenants will transfer service into their name but I need services out of my name \nCustomer: Hello are you still there?\nHuman Agent: Okay, first I will check to make sure there is not any active subsciptions one moment\nHuman Agent: It looks like you have a subscription on these cameras, to transfer these cameras totally to someone else, the subscription would need to be canceled then you would delete the cameras from the account so the new user can freely add them to use them properly. \nHuman Agent: I can cancel the subscriptions for you from my end now no problem but to delete the cameras you would do that from the app, you would click live on the camera, click the settings gear in the top right, then click the three dots in the top right, then choose delete. \nCustomer: Ok thank you please cancel subscriptions \nHuman Agent: Okay, one moment. \nHuman Agent: I successfully undubbed the cameras. Is there any other questions I can assist you with before we end the chat?\nCustomer: Thank you\nHuman Agent: Thank you as well. Have a great day"]
["Customer: Quitar dispositivos\nCustomer: Ya lo ise pero no me permite \nCustomer: Agente\nCustomer: Ok\nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD o GSG y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras.\nCustomer: D/static_file/c496907157_1_20250130145250.jpg\nHuman Agent: ¿Estás intentando eliminar solo esa cámara de tu cuenta? ¿O los cuatro dispositivos?\nCustomer: Quiero quitar los 4 y volver a conectarlos porque no se conectan"]
["Customer: Hello\nCustomer: I need to move my cameras from a previous account to my new account\nCustomer: Need further assistance \nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Do you still have access to the previous account at all?\nCustomer: I am unsure what was the previous acocunt\nCustomer: This has been an issue for years but I am traveling and would like to set up so I can monitor the cameras whilst traveling \nHuman Agent: Okay, I will need to know what email or phone number you used for the account you wish to move the cameras from in order to look it up in the system\nCustomer: I was using the previous Funlux app but now I’m using the Zmodo app bc the Funlux does not work properly\nCustomer: I think the email is Kahlil.salazar@gmail.com\nHuman Agent: That is the email of the account you are currently logged in with, is this not the new account you wish to move them to?\nCustomer: 501-615-0323\nHuman Agent: I did not find any accounts under that phone number. \nCustomer: Yes \nCustomer: Unless the number is 5016020323"]
["Customer: I have Google home and I had zmodo cameras working last year. I can not get the cameras through the Google home app. Only through zmodo app\nCustomer: Im clear. The Zmodo cameras do not connect to Google home\nCustomer: -1\nCustomer: Call me\nCustomer: Zmodo camera not connecting to Google home app\nCustomer: I am reaching out. Do you have a phone number \nCustomer: Phone support \nCustomer: Phone number \nCustomer: Agent\nCustomer: Agent\nCustomer: Agent\nCustomer: Agent\nCustomer: Agent\nCustomer: Ok\nCustomer: I have 4 Zmodo cameras. All work fine but lost connection to Google home app which bundles several apps \nHuman Agent: You would not view the cameras directly on your phone through the Google Home app. If you have a Google Home device, like a Nest or another screen then you can display the video from the cameras on that screen after you connect your Zmodo account to your Google Home account.\nCustomer: I did that last year it worked. Now it won’t connect\nHuman Agent: Okay, what do you see in your Google Home app when you try to connect your Zmodo account to your Google Home account?\nCustomer: How to get them reconnected?\nCustomer: They show them as not connected \nHuman Agent: Okay, so it shows the devices listed in your app?\nCustomer: 2 cameras finally connected but then went out \nCustomer: They are all out now and the icons are spinning like it’s working on connecting \nHuman Agent: Are you trying to view the video from the cameras in the Google Home app on your phone?"]
["Customer: I’m trying to get back on my zmobo \nCustomer: I did that and it won’t go throw I use my email n phone number n both ain’t working.\nCustomer: I put in my email and my password and it keeps saying that my email is already used\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you send me the email and the phone number you are trying to login with"]
["Customer: Some of my cameras have the wrong date and time. I have no way of changing. \nCustomer: Does not work \nCustomer: Dates and times are wrong with NO WAY to change \nHuman Agent: Hello, my name is Grant. The time is controlled by the NVR. So you would want to set the time zone on the NVR in the app, not on the individual cameras.\nHuman Agent: If the time zone is correct on the NVR, then you will change it to another time zone and then change it back. That will have the cameras check their time zone and resync to the correct time zone.\nCustomer: Will not let me. That’s what I’m trying to explain \nHuman Agent: It will not let you on the cameras. It will on the NVR. Tap on Settings next to My Devices. Then tap on the NVR in the list of devices. Tap on the three dots in the top right corner of the screen. Then tap on Device Time Zone there. It will let you do it on the NVR, but not on the cameras because they are connected to the NVR.\nCustomer: I’ll try \nHuman Agent: Please let me know if you have any trouble with that. You need to change the time zone on the NVR specifically as it controls the time on the cameras connected to it. If you try going to the camera, it will not let you change the time zone.\nCustomer: What does NVR mean \nHuman Agent: Network Video Recorder. It is the recording system that your cameras can record to."]
["Customer: Set up\nCustomer: Yes all ok\nCustomer: La cámara está vinculada a otra cuenta\nCustomer: Ya se elimino y sigue diciendo que está en otra cuenta\nCustomer: Agente\nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD o GSG y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras.\nCustomer: ZMD19G4IH408002\nHuman Agent: Esa cámara está vinculada a una dirección de correo electrónico @gmail.com y las dos primeras letras son \"jm\". ¿Reconoce la dirección de correo electrónico a la que está vinculada la cámara? Si es así, ¿tiene acceso a esa dirección de correo electrónico o a esa cuenta de Zmodo?\nCustomer: D/static_file/62b5f841d3_1_20250129103429.jpg\nCustomer: Consulto ahora sobre ese correo \nHuman Agent: Si no tiene acceso a esa cuenta, existen un par de opciones más para desvincular la cámara, pero ingresar a la cuenta sería la forma más rápida si puede."]
["Customer: Why can’t I see my groups together anymore?\nCustomer: My old app allowed me to choose to see my created groups. This new app does not.\nCustomer: I don’t like the new app format how can I switch back?\nCustomer: What can you help me with?\nCustomer: 🤦‍♀️ useless \nHuman Agent: Hi my name is Wendy\nHuman Agent: There isn't a way to roll back to the old Smartz Eaze app format.  \n\nYou could use the Zmodo app though instead if you would like. You can login to the Zmodo app with your Smartz Eaze app username/password."]
["Customer: For mistake erase 4 device \nCustomer: I need to add a device \nCustomer: I erase a 4 devices a complete dvr i need to add again\nCustomer: How add the dvr\nHuman Agent: Hello, you've reached customer care, I can help add them back to the account if they are online, I just have to give them names, I cannot see the video though is it okay for me to help you re add them with basic names like  for the cameras 1,2,3?\nCustomer: Cocina \nCustomer: Pasillo2\nCustomer: Feente\nCustomer: Frente2\nHuman Agent: I wont be able to name all the cameras the specific names you are wanting as I cant tell which is which to do that. You will have to name them yourself after I add them. \nCustomer: Ok\nHuman Agent: I re boudn them to the account now for you\nCustomer: Miss 1\nHuman Agent: you may have to refresh the app first to see them all pop up, let me know if you see all the devices listed or not. \nCustomer: Yes sorry\nCustomer: It’s complete\nHuman Agent: Perfect, is there anything else I can assist you with today?\nCustomer: Thank you\nHuman Agent: No problem, have a good day."]
["Customer: Set up\nCustomer: I purchased system used and it has an account associated already.  Model ZPNL18.  Instructs me to contact support.  What do I need to do?\nHuman Agent: Could I have the device ID of the camera system you are working with? It should start with ZMD and should be on a white sticker on the bottom of the system.\nCustomer: Zm557008d8500gb\nHuman Agent: That looks like the SKU, not the Device ID.\nCustomer: Zmd13e8a1001132\nHuman Agent: Thank you. Is it just the NVR that you purchased used?\nHuman Agent: Do you have any cameras?\nCustomer: It came with 4 cameras\nHuman Agent: Could I have the Device IDs of the cameras, as well?\nCustomer: D/static_file/74ef85da06_1_20241101104212.jpg\nCustomer: D/static_file/14202b2420_1_20241101104240.jpg\nCustomer: D/static_file/1fbd10df68_1_20241101104300.jpg\nCustomer: D/static_file/1aba11efae_1_20241101104331.jpg\nHuman Agent: Do you have the invoice or order information from the purchase of the NVR and cameras?"]
["Customer: Please help me. I need to change my email account associated with my Zmodo account. Can you help me please\nHuman Agent: Hi my name is Wendy\nHuman Agent: Unfortunately, it is not possible to change the account email address since that's the actual account identifier.  You would need to create a new account with the new email address.\n\nCustomer: OK thank you. I will try\nHuman Agent: You're welcome\nCustomer: Do I delete this one and download the app again\nHuman Agent: There are no devices connected to janice.hinty@yahoo.com but you can log out of the app then on the app login screen tap on \"sign up\" to create a new account under a different email.\nCustomer: Okay thank you\nHuman Agent: You're welcome!"]
["Customer: you just ask me about the id on the camera\nCustomer: i know that i need to move them over to my account \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What are the IDs of the cameras? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \nCustomer: ZMD17H41F908186, ZMD17H41F908080, ZMD19H21HA01421, ZMD19H21HA01412, ZMD19H21HA16651, ZMD17H41F908181, ZMD19H21A16646, ZMD19H21HA16720, ZMD19H21HA16537\nHuman Agent: Thanks, one moment. \nCustomer: ulyssescarwash1@gmail.com is my username\nHuman Agent: Okay, I'll need to send an unbind request to request permission to unbind these from the previous account. They'll have 30 days to reply. If they reply and approve or do not reply within 30 days, we will be able to unbind the devices. If they deny the request, we would not be able to proceed. Is ulyssescarwash1@gmail.com the best email to reach you on once the process has finished to let you know the result?\nCustomer: ulyssescarwash1@gmail.com is the best email. When would you be sending the previous owner the request?\nHuman Agent: I have already sent it. \nCustomer: I will have him get that done here right now \nHuman Agent: Okay, the chat will remain active for 7 minutes from the last message. If he has responded, let me know and I can check for a response again. \nCustomer: He says he does not have an email from you guys as of now\nHuman Agent: The email of the account starts with sc and is at ulyssescarwash.com. If that is the email he is checking, he may also want to check spam. \nCustomer: scott@ulyssescarwash.com\nHuman Agent: Correct. \nCustomer: Should be the email\nHuman Agent: Yes, that is the email I contacted. \nCustomer: can you resend it again?\nCustomer: He is not getting it for some reason\nHuman Agent: No, as we have not heard back and do not wish to spam them with emails. If they have checked their spam and did not receive it there either, please instruct them to email support@zmodo.com with the subject line saying Attention Dillon and in the body just have them note that they approve the unbind request. \nCustomer: He is sending it right now\nHuman Agent: Okay, nothing so far. \nHuman Agent: Just got it. One moment. \nHuman Agent: Okay, they have been unbound so that you may now add them to your own account. \nHuman Agent: Generally you may do this by connecting your phone to the wifi network they're connected to, then press the plus button in the top right of the home page of the app, then tap the \"Tap here to add it\" at the bottom to scan the network for already connected devices. \nCustomer: Not at location right now. Is there any other way to do this? \nHuman Agent: I can manually add them, but they would have a generic name and would add with our time zone, Central time. You could then adjust both of those options from the app. Want me to go ahead and add them to ulyssescarwash1@gmail.com?\nCustomer: If I do it through the wifi network they all get labeled as they were before?\nHuman Agent: You would pick the names when adding them yourself. \nCustomer: Let's move them Manually then\nHuman Agent: Okay, one moment. \nHuman Agent: Okay, they've been added. You should be able to now see them listed on the home page of your app. If you do not immediately see them, you can pull down to refresh. \nHuman Agent: To rename them you can tap live, check which camera it is based on the view, then tap the settings gear in the top right, then the ... in the top right, then the Device Name option there. There is also a Device Time Zone option there if you need to change the time zone."]
["Customer: Agent please\nCustomer: Ok\nHuman Agent: How can I assist you?\nCustomer: Since the new update with vault every thing in my app has gone terribly wrong.\nFirst I need to re install a device but the light is solid blue will that cause it not to reinstall to my zmodo app?\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd17a6l7550810\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Ok\nCustomer: Solid green\nCustomer: Flashing blue green\nCustomer: Solid blue final\nHuman Agent: Alright, then you will want to try to add it to your account with a LAN Search in the app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: Ok one minute please\nCustomer: I try but the app just keeps on buffing going nowhere and I already uninstall and reinstall the app. Ever since the update?\nHuman Agent: At what point does the app buffer? Where are you getting in the app when it gets stuck?\nCustomer:  Where it says \"camera already install.\" I click and just buffers for a long time should i try to let it keep on going?\nCustomer: On my phone\nHuman Agent: Do you mean when you tap on \"Tap here to add it\"? I just ask because it does not have a step that talks about it being installed. You can also try uninstalling the app and clearing the app cache and data and then reinstalling the app. Restarting the app and the phone may help, as well.\nCustomer: I done that ok changing direction I'm frustrated again.\nI also pay for play back but only half of my devices have it and I'm paying for 8 devices. Hoe do I add devices to cloud with out paying double? \nCustomer: \"Sorry how\"\nHuman Agent: You can edit the enabled devices in your app. Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “Enable” at the bottom.\nCustomer: Ok one minute please\nCustomer: For some reason it said \"deviceon_ is empty\"\nHuman Agent: Then I would recommend you try restarting the app and the phone. If that does not work, then uninstall the app, clear the app cache and data, and then reinstall the app.\nCustomer: Ok I'll try I'll be back Thursday if I still have problems.thanks \nHuman Agent: You're welcome. Please do contact us again if you still have trouble with the cameras."]
["Customer: Set up\nCustomer: It’s telling me it’s already on another account \nCustomer: No I am trying to setup my cameras on another account cause I lost access to to that account \nCustomer: Can you put me through to customer support \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Gsg5001c\n0045684\nCustomer: D/static_file/a29ed72670_1_20241210133713.jpg\nCustomer: These are my camera just need to move them to a new account under a new email address cause I lost access to the other one \nHuman Agent: Let me take a look. Is that the only camera that you have to setup?\nCustomer: Hello \nHuman Agent: Is that the only camera that you have to setup?\nCustomer: No I have another but I want to do this one first before I take the other one \ndown cause they are already set up on another account so I am trying to move them cause I lost access \nCustomer: Just need to remove it from under my old email which is jamikaknight3@gmail.com\nHuman Agent: Yes, so I would need the other Device ID, because we have a few options if you do not have access to the email address.\nHuman Agent: Also, is there any branding on the side of the camera? Or is there any branding on the power adapter or setup guide?\nCustomer: No \nCustomer: Just want that one the other one is not working have to buy a new one \nHuman Agent: If there is not any branding on the camera or on the power adapter, then the camera is made by one of our partner companies Rraycom or ELECCTV. Do you remember which company made the camera? Or do you have the order information from the purchase of the camera?"]
["Customer: Where can buy new cameras\nCustomer: Our website :\n https://www.zmodo.com/\nAmazon:\nhttps://www.amazon.com/Zmodo-Security-Rechargeable-Detection-Waterproof/dp/B0DJ1LFNRP/ref=sr_1_8?crid=2ZYCPEUX4V19A&dib=eyJ2IjoiMSJ9.I538gyLuiRaxXMiOizfUD3gPLkkUNW-iKxJ5MZVCU6-eMRsx-TVwtBBp293uys5IiG4HfvuB93RV7V8yg-y2peaoIvlwFR-nEQqrtP-K3yHtdFyCAQLKARkrAhQeqSmjeNCeIpWPElGfsXWaIgLFav8_IzfnkKbt16SqpAjw3PuwhVUpK1VwIX78F4YTcNatte69KEOCb-HYqLsDMb6GHLIcVAnX31DE0yvQjpJtSX4.kdRDNXZ0DBKkx1wuHvRJRbblOgkJqf6CpnwG7vL4Ty8&dib_tag=se&keywords=zmodo+camera&qid=1732051518&sprefix=zmodo+camera%2Caps%2C88&sr=8-8\nCustomer: How do I cancel my account\nCustomer: I want to delete my account.  Can someone help me do this?  I don’t need your services any longer.\nCustomer: How come no one responds? \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I apologize for the delay in our response. Before deleting your account, you'll first need to make sure your subscription is cancelled via your Apple subscriptions. Here is a link with more information on how you can do that. https://support.apple.com/en-us/118428\nHuman Agent: Once that is done, to delete the account itself, you would need to fill out the account deletion form and return it to us via email. I'll go ahead and email that to you now. \nHuman Agent: I've just sent that now, if you do not see it right away, please check your spam emails as well."]
["Customer: My account was on my sister phone,she just lost her phone. How do I remove her from my account \nCustomer: I already change my password \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I don't see any shared devices from your account, do you mean she was logged into the same account? If so, changing the password should force the old device to be logged out within a few hours."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: agent\nCustomer: I need to reactivate my account\nCustomer: agent\nCustomer: agent\nCustomer: agent\nCustomer: *Contact Support**: If you are still unable to recover your account after trying the above steps, it may be best to contact customer support directly. They can assist you in verifying your account and regaining access.\nCustomer: This is why I'm contacting support.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the account first in order to assist you, What is the email/phone numebr you would have created the account under?\nCustomer: strahlend31@gmail.com\nCustomer: I've had an account for many years and used the app on my phone without any problems. We recently moved and I need to set up the new wifi etc... and when I went to log in I couldn't and I couldn't just reset my password either. So here I am. \nHuman Agent: Okay, that strahlend31@gmail.com email does not come up in the system, it has no account tied to it. Have you already made an account on the mobile app or where did you create your account with this email?\nCustomer: See, that's weird because the receipt for the monthly payment goes to this email address. \nCustomer: And I know I did set it up with that email address. \nHuman Agent: Billing email is not the same as the account email/phone number. \nCustomer: I get that, I'm just saying that I have used this account with this service - both the online and phone app.\nCustomer: You can try my phone number - 5037361214\nHuman Agent: If you did ever have an account with the strahlend31@gmail.com email it would show in our system unless you specifically asked us for the account deletion form, submitted it back to us via email, then we processed that. I checked under that strahlend31@gmail.com email and that process was never done from that email at all. \nHuman Agent: I will try to look up the phone number now, One moment. \nCustomer: try jenniferwagner31@gmail.com ?\nHuman Agent: Phone number has no accounts tied to it.\nHuman Agent: jenniferwagner31@gmail.com email does have an account tied to that email. \nHuman Agent: have you tried to log in with the jenniferwagner31@gmail.com email at all?\nCustomer: The phone app is just giving me a spinning circle. I hadn't tried it before just now. I totally forgot I even had used that email for this. \nCustomer: ok, nevermind - I'm able to access the web app at least. I'll figure it out.\nHuman Agent: You may want to check that your phone has adequate internet, perhaps try logging in on cellular data, if that doesn't work try deleting and reinstalling the app. \nHuman Agent: Any other questions before we go and the chat closes?"]
["Customer: I have a new phone number \nCustomer: Agent \nCustomer: Good evening. I have a new phone number and need to update it please\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Once you create an account with an email or phone number there is no way to change it. \nHuman Agent: Currently you are contacting us from an email account not a phone number account, I also don't see where that info it attached when you first created the account anyway as well. \nCustomer: So I have a two step verification and it goes to the phone number. So how does that work now.  Cause I pay for the cloud and if I have to recreate a different account I might as well get new cameras from somewhere else \nHuman Agent: For account verification processes it would only go to the email used to create the account which is sempsrote71@gmail.com or a contact email but for this account its also set as sempsrote71@gmail.com so it would be the same."]
["Customer: already give you my problem through 3 of you ill be sending these cameras back\nCustomer: if i had known that zomodo treated their customers like this i would never referedd people to them nor would i have bought more of their cameras\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Unfortunately because you're contacting as a guest rather than while signed in, we have no way to know which past chats are yours to check the issue you had. If you would be alright with explaining here I would be happy to help you. \nCustomer: ill get my money back and get cameras WITH CUSTOMER SUPPORT\nHuman Agent: I would be happy to help you, but would need to know what sort of problems you're currently experiencing in order to properly assist you. \nCustomer: it wouldnt let me sign in\nCustomer: i ve been on here for hours \nCustomer: you have terrible support good luck continueing your company \nHuman Agent: What is the account you're trying to sign into? \nCustomer:  zomodo used to be the best!!!\nHuman Agent: The account would generally be under an email, though occasionally may be under a phone number for some older accounts. \nCustomer: it wouldnt take either\nHuman Agent: I'm sorry to hear you've been having problems in the chat, but I would still be happy to help you if you are up for my assistance. \n\nOkay, if you're unsure of the account, would you be able to provide the ID of one of the cameras on your account so that I may locate the account using that? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: ZMD12AM68203186\nHuman Agent: Thanks. This camera is bound to an account under an email that starts with dw and is at gmail.com, is that familiar to you? \nCustomer: this is my email it wouldnt take dfwood@tds.net\nHuman Agent: No, this email starts with dw and is at gmail.com, did you possibly have another email via gmail?\nCustomer: the dw is my computer the other is my phone where the cameras are and is dw@4250gmail.com\nCustomer: dwood@4250gmail.com\nHuman Agent: Yes, when you log in, you'll have to use that email. If you're unsure of the password, you can use the forgot password option. \nCustomer: yes i did that then it said it didnt matchso i reset password still wouldnt take i\nHuman Agent: When you did the password reset, did you also use that email or did you use your other email? I could try sending the code for the reset if you would like and then if you provide it to me, I'd then set the password to abcd1234, would that be okay?\nCustomer: all i want to do is add my 2 new cameras ive never had this many problems with my cameras\nCustomer: i did the code\nHuman Agent: I could try sending the code for the reset if you would like and then if you provide it to me, I'd then set the password to abcd1234, would that be okay?\nCustomer: ok\nHuman Agent: Okay, one moment. \nHuman Agent: Alright, it should have been sent so you should get a new code. Once you do, let me know the new code so I can then reset the password. \nCustomer: did you send it to gmail\nHuman Agent: Yes, to dwood4250@gmail.com. \nHuman Agent: If you do not see it in your inbox you could also check your spam there in case it was delivered there. \nCustomer: its dwood@4250gmail.com\nHuman Agent: No, it is dwood4250@gmail.com. The email cannot be dwood@4250gmail.com as the domain is gmail.com. \nCustomer: didnt get it\nCustomer: try phone number instead 8104297760\nHuman Agent: Okay, I'll try sending it one more time to that email. Please make sure to check dwood4250@gmail.com and check the spam as well. As your account is under that email, it cannot be sent to anything else. \nCustomer: ok well something isnt working right \nHuman Agent: Did you check spam in that email as well?\n\nCustomer: yes\nHuman Agent: Okay. Do you have the invoice from the purchase of the cameras? You can likely find it in your email or on the website you purchased them from. \nCustomer: ill be sending them back!!! goodbye\nCustomer: I will never buy from zomodo again this is crazy 2 cameras i put up in 20 min ive been through 3 of you for 3 hours its enough\nHuman Agent: The devices would almost certainly be out of the return window wherever they were purchased as they have been in use since 2016. I'd be happy to help, but unfortunately if you do not know your password and are not seeing the emails, our next best option would be to unbind and move them to a new account for you which we have to do certain checks for. The invoice would be the quickest/easiest way to do that so if you are able to provide it, we can potentially proceed with that route."]
["Customer: How can I make sure notification are working and my cameras are not hacked or sharing with anyone other than myself\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You can set notifications to on by going to the devices page and choosing to have notifications on there. Cameras are only shared if you choose to share them from your account and you may check sharing by going to the devices page, then selecting a device, then looking at it's sharing settings."]
["Customer: cant login website\nCustomer: agent\nCustomer: my service on my phone is spotty and im trying to login to my account to view my devices on my desktop\nCustomer: the website is not allowing me to login\nHuman Agent: Are you getting an error message when you try to log in on your desktop?\nCustomer: it allows me to type my information in like username and password but will not even give me an error\nCustomer: it turns the login button bright blue but wont allow me to go any further\nCustomer: is there a different site or link i need to be using to access my devices?\nHuman Agent: What website are you going to? You may be trying to log in to the store page and not the web app.\nCustomer: https://www.smartzliving.ai/\nCustomer: is this not the correct site?\nHuman Agent: No, you can go to user.zmodo.com and sign in to the web app there with your account.\nCustomer: thank you\nHuman Agent: You're welcome."]
["Customer: Trying to get the app on my Apple TV and when searching in the App Store it doesn’t find it? It’s on my I phones and iPads? \nCustomer: 1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Our app is not compatible with Tv's."]
["Customer: I want to log out of an account that I can’t get access to\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you explain more? if you are logged into an account you do not want to be logged into, you can logout from the Me section at any time.  Do you mean someone else is logged into this account cunninghamtristan679@gmail.com and you want them logged out? if so you can change the password on the account and anyone logged in will be logged out and cant log back in without the new password."]
["Customer: Hello \nCustomer: I don’t think I have an email address setup for my Zmodo \nCustomer: But I’m trying to connect with my Alexa and it’s asking for an email to log in \nCustomer: I need to set up my email \nHuman Agent: Hello, you've reached customer care, my name is Kylie.  If you haven't made an account at all you can download the app and create an account with an email.\nCustomer: I log in with my phone number but now it’s asking for an email to connect to Alexa \nHuman Agent: You would use your phone number not the email for logging in.\nCustomer: When I try to connect to zmodo thru the Alexa app it asks for email \nHuman Agent: new accounts are all made with an email, but you have an older account it sounds like that was made with a  phone number, that's what you would use instead. \nCustomer: It won’t allow me \nCustomer: It says enter an email when I try to enter phone number \nCustomer: Why is this so difficult? \nCustomer: How can I add an email account? \nHuman Agent: its not difficult youa re jsut not selecting the option for the phone number login for alexa.\nHuman Agent: when you are in the area above where you type in the info you would tap the icon that looks like a phone, then it will let you login with your phone number for the account.\nCustomer: D/static_file/9fc48fb951_1_20241231141632.png\nCustomer: D/static_file/8ea7f67a1b_1_20241231141640.png\nHuman Agent: tap the phone icon next to the orange person \nCustomer: D/static_file/5b936aed8f_1_20241231141653.png\nHuman Agent: tap the phone icon next to the orange person \nCustomer: Ok thanks that worked \nHuman Agent: No problem, have a good day\nCustomer: One of my devices is missing from the list \nCustomer: On the Alexa app \nHuman Agent: it may not be compatible with alexa or you may have to try and enable the widget again while closer to the device.\nCustomer: It’s working on my phone on the Zmodo app it’s a Zmodo device \nHuman Agent: yeah, but alexa is not pulling it onto it so its either not compatible with alexa or you can try disabling the wiget and re enabling it again to try and get ti to pull in the device. if that doesnt work then theres nothing you can do. \nCustomer: Ok \nCustomer: Is there a limit to how many devices?"]
["Customer: Agent\nHuman Agent: How can I assist you?\nCustomer: I am trying to switch the cameras from my old account to this one but the cameras are not scanning the qr code \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 19g1hc11808\nHuman Agent: Can you try sending that Device ID again or send a picture of it? It looks like it is missing a letter or a number.\nCustomer: ZMD\nHuman Agent: Yes, with the ZMD at the beginning it is missing a letter or a number.\nHuman Agent: What you sent is 14 characters and the Device ID is 15 characters.\nCustomer: ZMD19G1IHC11808\nCustomer: I missed the I before the h\nHuman Agent: Thank you. That camera is connected to another account still. It would need to be removed from that account before you can connect it to another account. Do you have access to your original account or the email address you used for that account?\nCustomer: I do\nCustomer: I cant access the original email though \nCustomer: Should i just disconnect from original account and then install on this one?\nHuman Agent: Okay, so you are able to log in to the Zmodo app with the original email address then?\nCustomer: Yes i can\nHuman Agent: Then you will want to log in and delete the devices from that account. Then you can log in with your new account and add them with a LAN Search in your app.\nCustomer: Ok perfect! Thank you!\nHuman Agent: You can log in with the account the cameras are setup on and tap on Live for the camera. Then tap on the Gear icon in the top right corner. Then tap on the three dots in the top right corner of the Device Settings. Tap on \"Delete Device\" or \"Remove Device\" at the bottom. Then just repeat that for all of the cameras.\nHuman Agent: Then you will use the LAN Search to add the cameras to a new account.\n\nMake sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Smartz Eaze app and tap on Devices. Tap on Add Device and tap on the four squares in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nHuman Agent: You're welcome.\nCustomer: Isnot working \n\nHuman Agent: Can you give me more information about what part is not working?"]
["Customer: How can I get my ex off the app where she can’t watch my cameras \nCustomer: I did this and see can still see the cameras \nCustomer: My ex has the app and she can see my cameras I deleted the cameras and changed the password but she still can see them\nCustomer: How can I get my ex off the app where she can’t watch my cameras? I have already deleted them off the app and changed the password but she still can watch the cameras \nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Help\nCustomer: Help\nCustomer: Talk to a person \nCustomer: How can I get my ex off the app where she can’t watch my cameras? I have already deleted them off the app and changed the password but she still can watch the cameras \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. You deleted the cameras off the account? \nCustomer: Yes and then I added them back but with a different password \nHuman Agent: I would recommend adding them to a different account if she has access to the main account. \nHuman Agent: Do you have another email you could use to make an account?"]
["Customer: Hola, necesito comunicarme con alguien de soporte, para que me ayude a borrar la cámara de mi cuenta\nCustomer: Agente\nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD o GSG y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras.\nCustomer: ZMD13H2DA278109\nCustomer: Necesito quitarlo de mi cuenta, ya que no me deja eliminarlo, se queda colgada la aplicación, ya borre la caché y sigue igual\nHuman Agent: He eliminado la cámara de tu cuenta.\nCustomer: Gracias!!\nHuman Agent: De nada."]
["Customer: Its been along while since ive had my cameras set up and working.. trying to get back into my account\nCustomer: Ive tried that..I dont remember my information so i need assistance\nCustomer: Need assistance with login \nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you trying to login with an email or a phone number?\nCustomer: Ive tried both... how do i need to type out the phone number it always seperates the number wierdly\nHuman Agent: yeah it does look strange but you would add any spacing or dashes. Can you send me the email and the phone number, I will look up botht o see what the account is under for you.\nCustomer: I had to do this once before so i think i tried setting up a new account before because i couldnt get into my account but the one under my email isnt active with my cameras... so try 314 498 4362 first. \nHuman Agent: There is no account under that phone number\nCustomer: Unless its under my old cell...314 357 8125\nHuman Agent: That phone number does have an account with two devices bound to it.\nHuman Agent: try to login in with that phone number.\nCustomer: That would be it then..how can i update that cause i need to reset that password as I dont remember...\nHuman Agent: if you are not able to login with that phone numebr then we would have to go through the unbind process to remove the cameras from that account.\nHuman Agent: you wont be able to reset the password on the account unless you have that phone number still.\nCustomer: They were able to it before... so whatever we need to do to make my cameras work again\nHuman Agent: it wont be possible to reset the password if you don't have access to that phone  number sadly. \nCustomer: Peoples phones change all the time...sometimes uncontrollable... so what do we need to do to get things working again? Setup a new acount or what?\nCustomer: Or remove unbind them from this and put them under my email account.. d.shaw92.ds@gmail.com\nHuman Agent: we would have to go through the unbind process, this can be done in two ways, either I would send an unbind request to the cotnact email on the account and if we recieve a response of approval or if after 30 days of no response we would unbind the caemras, or we can also unbind them with the purchase invoice.\nCustomer: Well i purchased these over 6 or more yrs ago so dont have an invoice... the email i sent you is my current active email\nHuman Agent: the contact email on the phone number account is that email I will send the unbind request, once you receive it just respond and give permission to remove the cameras, then you can create a new account and add them to that new account.\nHuman Agent: I sent the unbind request now.\nCustomer: There was no link or anything to fulfill request. I responded by email\nHuman Agent: Yeha there is no lik you jsut had to reply to the email. I sucessfully unbound the two cameras and you can now add the cameras to a different account.\nCustomer: Ok thank you!"]
["Customer: Call me\nCustomer: I don’t have access to another account and one of my cameras is linked to that account, can you unlink it please?\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/afd659f766_1_20240916160457.jpg\nCustomer: D/static_file/152f5ca802_1_20240916160508.png\nHuman Agent: Thank you. That camera is setup on a phone number account, *******790. Do you recognize the phone number?\nCustomer: Yes\nCustomer: It’s my number \nHuman Agent: Then you would want to log in to the app using the phone number. Right now you are logged in with a different account.\nCustomer: No same account but I moved the cameras to different locations and it will not link to the router\nCustomer: It says it’s connected to another account \nHuman Agent: Right now you are contacting us from an email address account, scaudillo16@yahoo.com.\nCustomer: Yes\nHuman Agent: That is a different account.\nHuman Agent: You would use the phone number to log in, not the email address.\nCustomer: K let me try to recover the account then thanks\nHuman Agent: You're welcome."]
["Customer: I have a camera that has lost connection and now says it is bound to another account, how do l resolve this\nCustomer: Support number \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Will MAC address work \nHuman Agent: No, I would not be able to do anything with the MAC Address of the camera.\nCustomer: MAC address work\nHuman Agent: No, I do not need the MAC Address. Are you there with the camera?\nCustomer: Yes it is mounted\nHuman Agent: Okay, well I would need the Device ID from the camera to look it up if it is bound to another account.\nCustomer: Hold on\nCustomer: Zmd16gd17203217\nCustomer: Which is the MAC address with the ZMD prefiz\nCustomer: You there\nHuman Agent: It is different from the MAC Address. MAC Addresses are hexadecimal, and so there is not the letter g or i in MAC Addresses. I found the camera and it looks like it is setup on a phone number account, *******344.\nCustomer: D/static_file/8aae7b99da_1_20241104155121.jpeg\nCustomer: D/static_file/f0f31d61c6_1_20241104155132.jpeg\nCustomer: That is me this camera was working fine \nHuman Agent: Right now you are logged in to a different account, rt@thd1.net. You may have shared the camera from the phone number account to this account. So you would need to log in with the phone number and share the camera again."]
["Customer: Hi Mira…tnx 4 piking up.. N way am trying 2 sign up for d first time… am signing up with an email but wen i try to put a password its showing does not meet requirement and on d space showing” basvir-mahre3… pls advise!! Tnx🙏\nCustomer: Pw area is not letting me type ?!!!\nCustomer: K how do i reach them??\nCustomer: Hi is this customer service??\nCustomer: Hi r u customer service?? 😳\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I am, looking at the previous chat it looks like your having trouble with making a new account? or?\n\nCustomer: Hi Kylie…my name is eric .. tnx 4 piking up.. N way am trying 2 sign up.. having problem typing n a pasword.. its not letting me…its showing “basvir-mahre” pasword does not meet requiremen…!\nHuman Agent: You cannot use Dashes as characters for the password, the password also much have both letters and numbers. \nHuman Agent: you do already have an account with your phone number, is there a reason you are creating another account?\nCustomer: The basvir bw is alredy in and it seems its stuck and its not my passwor!! 😳\nHuman Agent: if its giving you trouble you can back up and start the process over again, if it freezes at all you can close the app and open it again, however you do already have an account with a phone number, is there a reason you are creating another account?\nCustomer: Yes dis fon i downnloaded an app alredy! Do u tink i should delete it and download agen?? \nHuman Agent: you shouldn't need to do that at all. You can log into an account on multiple devices, you dont have to make a new account for each mobile device. Are you unable to log into this account you are contacting from on the other device?"]
["Customer: My brother passed away and I have his cameras. I want to add them to my network but I’m getting a message that the camera is already on another network. Can I reset or wipe info from his camera?\nCustomer: How do I reset it?\nCustomer: 1\nCustomer: Thank you \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up all of the devices to first see what kind of account they are bound to, can you send me all the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid. You can send pictures of the cameras stickers if thats easier for you. \nHuman Agent: One you have sent all the Model and IDs of the cameras just let me know."]
["Customer: Agent \nCustomer: hello our motion alerts have been showing other peoples private thumbnails of their cameras\nCustomer: Do you know this issue is happening \nCustomer: we would not want our cameras to be shown to random people \nHuman Agent: Hello, you've reached customer care, my name is Kylie. The issue occurred earlier today due to an update that went out for alerts by the developers, the issue was resolved by them however to get rid of the events that are currently present the events has to be refreshed for them to go away, Can you please refresh the event area so they disappear for you and let me know if they all do go away or not. \nCustomer: Hello\nCustomer: Where are you\nHuman Agent: I sent a message above, it looks like you may not see it though, let me copy it and resend it to you\nHuman Agent: \"Hello, you've reached customer care, my name is Kylie. The issue occurred earlier today due to an update that went out for alerts by the developers, the issue was resolved by them however to get rid of the events that are currently present the events has to be refreshed for them to go away, Can you please refresh the event area so they disappear for you and let me know if they all do go away or not. \""]
["Customer: I’m trying to set up my camera on my phone but it’s connected to my old account how can I get it disconnected from that account \nHuman Agent: Hi my name is Wendy.  Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\n\nCustomer: ZMB16EMI7204546\nHuman Agent: ZMD16EMI7204546 is connected to na----@gmail.com  You no longer have access to this other email?\nCustomer: I do but on the other acc this camera is not working so I’m trying it on my new email and a fresh acc my other cameras are doing fine \nHuman Agent: The camera doesn't need to be deleted if you are just needing to set it up again.  The camera will need to be setup to get it back online.\nHuman Agent: Can you login to the app with your other email?  \n\nIs the indicator light on the camera blinking green right now?\nCustomer: So delete it and set it up again on the other acc? \nHuman Agent: If you want to delete the camera you can.  You would need to be logged in to the other account.\n\n Here's how you can delete the device:\n\n1. Open the phone app and tap on the \"Live\" button to access the live feed from your device.\n2. In the upper right corner of the screen, you'll see a gear-shaped icon. Please tap on that icon.\n3. Now, you'll see three dots in the upper right corner. Tap on those three dots.\n4. From the options that appear, select \"Delete Device.\"\n\nFollowing these steps should allow you to successfully remove the device from your app. If you encounter any difficulties or have further questions, please don't hesitate to let me know. \n\n\n\nHuman Agent: But if you are just wanting the camera setup again so it is online there is no need to delete the camera.  it just needs to be setup again."]
["Customer: Set up\nCustomer: Set up\nCustomer: TRYING to set up cameras with code no luck\nHuman Agent: Hi my name is Wendy.  Are the cameras new? or have they been setup before?\nCustomer: Lights are tuck on red on one and blue dot light on other one\nCustomer: On 2.4\nCustomer: Set up before \nHuman Agent: Please let me know the device IDs on the cameras.  The ID will be listed on a sticker on the camera and will start with ZMD\nCustomer: 14EHDA242065.       14EHDA240228\nHuman Agent: Both cameras show online.  They are connected to a different email.  mb-----@shaw.ca\nHuman Agent: Login to the app with this other email and you will see both cameras online.\nCustomer: The email is no longer valid\nHuman Agent: If you remember the password you can still login\nHuman Agent: Otherwise could you please provide your receipts for the two cameras?  I should be able to unbind the cameras with your receipts.\nCustomer: Don't remember \nHuman Agent: could you please provide your receipts for the two cameras?  I should be able to unbind the cameras with your receipts\nCustomer: No receipts\nCustomer: I might have password \nHuman Agent: I will contact the previous account on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous account. If the request is denied then I would need the original invoice for anything further.\n\nI will follow up with you by email after the device/s have been unbound.\n\nCustomer: I have it showing up on signup but it said it's linked to another account and contact support \nHuman Agent: The cameras are connected to  mb-----@shaw.ca\nCustomer: The original account holder passed away \nHuman Agent: I am sorry for your loss.\n\nI will contact the previous account on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous account. If the request is denied then I would need the original invoice for anything further.\n\nI will follow up with you by email after the device/s have been unbound.\n\n\nCustomer: That account doesn't exist anymore \nHuman Agent: If there is no response to the unbind message I will be able to unbind the cameras for you after 30 days.\nCustomer: New account roykllohn&shaw.ca.      It was his deceased wife's account \nHuman Agent: ok\nHuman Agent: If there is no response to the unbind message I will be able to unbind the cameras for you after 30 days.\nCustomer: Are you contacting roykllohn@shaw.ca\nHuman Agent: No.  I am contacting the email that the cameras are bound to\nCustomer: Again,I just got off phone with Shaw and the account doesn't exist. Only above email account active\nHuman Agent: If there is no response to the unbind message I will be able to unbind the cameras for you after 30 days.\nHuman Agent: or I could unbind the cameras now with the original purchase receipts.\nCustomer: I will look up purchase on Amazon \nHuman Agent: ok"]
["Customer: I was chatting with an agent and got logged out\nCustomer: Sure! I went out the chat to take some screenshots \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Hi Kylie, did you have the chance to read the chat history with the previous agent?\nCustomer: He/she asked me for some screenshots \nHuman Agent: Yes, give me a moment to review the chat \nCustomer: Should I tell you my problem from scratch or just share the screenshots with you?\nCustomer: Ok, sure, let me know\nHuman Agent: You can send the screenshots while I am reviewing the previous chat \nCustomer: D/static_file/31a2eb618e_1_20241218133004.jpg\nCustomer: D/static_file/ce2a6c1255_1_20241218133006.jpg\nCustomer: D/static_file/47cc776d97_1_20241218133010.jpg\nCustomer: D/static_file/d007c3f120_1_20241218133013.jpg\nCustomer: I tried different configs, but it's strange that everything was working and from one day to the other it just stopped\nCustomer: The live feed works fine, and also the alerts\nHuman Agent: When you canceled the sharing before, did you only do it form your phone or did you double check the people it was shared to and make sure the devices were not still on the account? its possible that even though the sharing was stopped the devices were still showing on their end without letting them view anything, if that was the case when you sent the new sharing request it would not accept properly. You would want to cancel the sharing then have them check and make sure none of those devices are there, if they are then they would delete them from their account (not the main account) then you can try to send them a share request again. \nCustomer: Ok, I'll try that\nHuman Agent: Okay"]
["Customer: Set up\nCustomer: I switched phones and now I can't turn any of my zmodo  cameras on\nHuman Agent: Hi my name is Wendy.  Please let me know the device IDs on your camera.  The ID will be on a sticker on the camera, it will start with ZMD or GSG."]
["Customer: Need to secure my account and password change\nCustomer: Agent\nCustomer: Agent\nCustomer: 1\nHuman Agent: To reset your Funlux account password, please visit https://user.funlux.com/changepwd You'll be prompted to enter your registered email or phone number to receive a verification code, confirming your access to the account. Once verified, you can then proceed to set a new password.\n\nYou can also tap on Forgot Password on the login screen of the mobile app and follow the same steps to reset the password."]
["Customer: Cómo conectó la red wifi \nCustomer: Quiero conecta mi Zmodo a la red wifi \nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon. ¿Cuál es el ID de la cámara que estás intentando configurar? La identificación debe estar en una etiqueta en el dispositivo o en su soporte, no tendrá guiones y generalmente comenzará con ZMD o GSG.\n\nCustomer: Ya intenté conectar mi Zmodo y me dice que tengo que eliminarlo porque ya ha sido conectado \nHuman Agent: ¿Cuál es el ID de la cámara que estás intentando configurar? La identificación debe estar en una etiqueta en el dispositivo o en su soporte, no tendrá guiones y generalmente comenzará con ZMD o GSG.\nCustomer: ZMD17G8IG906552\nHuman Agent: Gracias. Este dispositivo ya está conectado a una cuenta que comienza con pl que se encuentra en outlook.com. ¿Te resulta familiar?\nCustomer: Si claro que si \nCustomer: Quiero que lo desconecten de esa cuenta para poder conectarlo a la nueva cuenta \nHuman Agent: ¿Tiene la factura o recibo original?\n\nCustomer: No, \nHuman Agent: ¿Es este el único dispositivo o hay más?"]
["Customer: Muy buenas \nCustomer: Nesecito liberar una camara de una cuenta \nCustomer: Si por favor \nCustomer: Tengo esta cámara \nHuman Agent: Hola mi nombre es Wendy.\n\nProporcione la identificación del dispositivo en la cámara (comienza con 'ZMD' o 'GSG' en una etiqueta) con la que necesita ayuda.\nCustomer: D/static_file/58affbdb4c_1_20250218135226.jpg\nHuman Agent: ZMD14EUDA262325Esta conectada ro----@gmail.com\nCustomer: Si \nHuman Agent: Si no tiene acceso a esta otra cuenta, adjunte una copia de su recibo/factura de la cámara.\n\nDebería poder desvincular la cámara con su recibo.\nCustomer: No la tengo\nCustomer: Ya que la cámara la encontré en una oficina abandonada \nCustomer: Y quisiera darle uso\nCustomer: Usted cree que me pueda ayudar \nCustomer: Soy de Perú \nHuman Agent: Bueno.  ¿Es esta la única cámara que necesitas sin ataduras? ¿O hay otras cámaras?\nCustomer: Solo está \nCustomer: Srta wendy\nHuman Agent: Me pondré en contacto con la cuenta anterior registrada para solicitar que se desconecten los dispositivos. Si no recibo una respuesta dentro de los 30 días o si recibo la aprobación del titular de la cuenta, los dispositivos se eliminarán de la cuenta anterior. Si se rechaza la solicitud, necesitaría la factura original para cualquier otra cosa.\n\nMe comunicaré con usted por correo electrónico después de que los dispositivos se hayan desasociado.\nHuman Agent: Mantenga la cámara desconectada de la corriente hasta que pueda desconectarse.\n\nCustomer: Si está bien \nCustomer: angevalcelis@gmail.com\nHuman Agent: angevalcelis@gmail.com ¿Este es tu correo electrónico? o celisrodri133@gmail.com?\nCustomer: Los 2 señorita solo que la que está registrada está llena y no cuento con mucho almacenamiento \nHuman Agent: No entiendo.\nCustomer: La respuesta me lo haga saber a la de \nCustomer: angevalcelis@gmail.com\nCustomer: Por favor \nHuman Agent: ok"]
["Customer: I can’t reconnect my cameras?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you are currently trying to connect? \nHuman Agent: The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: ZMD13H2EC269972\nHuman Agent: That camera is already online, but is bound to another account already. The account is a phone number based account with the phone number ending in 001. Is that familiar to you?\nCustomer: Yes that’s mine 2187501001\nHuman Agent: Okay, you would want to log out of this account and then log into into that one to access the device. As you have devices both on this account and the other, it may be beneficial to pick one to be your main account, delete the devices off of the other account, and then add them all onto just the one account. \nCustomer: I’m not sure how to get to that account I only have the one .\nHuman Agent: You have at least two accounts. One under this email, daviej12@hotmail.com, that you're talking to me on now and one under that phone number. You would get to the account by logging out of this one in the Me section of the app, choosing to log in with mobile number, and then entering the phone number and password of the account. If you do not know the password of the account, there is a forgot password option to have a verification code sent to the number for password reset. \nCustomer: Thank you!! I will give that a try.\nThanks again. \nHuman Agent: Okay, whichever you would like to use as your main account, you'll want to delete the devices from the other account and then add to the main one. For already connected devices, you can add them by connecting your phone to the same wifi, hitting the plus in the top right of the home page, then the tap here to add it button at the bottom of that next page to scan the network. \nCustomer: Thanks again."]
["Customer: I had to order new Zmodo cameras since 3 of mine stopped working.  The new ones require the smart z app instead of the Zmodo app.  I need to transfer my plan over to that app.  I have logged into my account on smart z with the same email address as Zmodo but the plan is not coming up. How do I fix this?\nCustomer: I have tried all of these and it is still not working.  How do I contact the support agents?\nHuman Agent: You can still use the Zmodo app to setup and view your cameras. The account you are contacting from currently it a phone number account. So if you created an account with an email address to setup your cameras, then you connected them to another account. You would want to remove the cameras from that account and connect them to your phone number account to enable your subscription on them.\nHuman Agent: What is the email address for the account that you setup your cameras on?\nCustomer: I was told that I could not hook up the new cameras to the Zmodo app and that they had to run through the smart z app instead.  \nCustomer: I only have one my original cameras and 2 new ones.\nHuman Agent: The Smartz Eaze app is a newer app and that is what the setup guide points you to. But you can still use the Zmodo app to setup and view the cameras. What is the email address for the account that you setup your cameras on?\nCustomer: Kpinto36@yahoo.com\nCustomer: They told me that was not possible which is what caused all of this…\nHuman Agent: Alright, then you will want to delete the cameras from that account. Then you can add them to your current account in the Zmodo app with a LAN Search.\nCustomer: So I just deleted the cameras.  How do I get to the LAN search?\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: It is saying it can’t find any.  However they are also not blue or flashing blue right now which is what it asks fo\nHuman Agent: The cameras are online, so they have a solid blue light on the side. I will sync and restart the cameras. You will see the light on the camera change to a solid green, flashing green, flashing blue, and then solid blue. Once they finish rebooting and reconnect, you can try the LAN Search process again. It usually takes a minute or two for it to reboot. \nHuman Agent: You may need to tap on Search Again a couple of times after they reconnect as it can take a minute or two for the app to find them.\nCustomer: And I can still live view with my one original cameras\nHuman Agent: It looks like you added them to your Zmodo account. Now if you want to change which cameras are subscribed, you can edit the enabled devices in your app. \nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “Enable” at the bottom.\nCustomer: How can I make the new cameras the ones that are recording and take the other one off the plan?  I only paid to have recording for 2 cameras\nCustomer: How Can I make the new cameras the ones that are recording?\nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “Enable” at the bottom.\nCustomer: Is there a way to upgrade my plan to record 3 cameras?\nCustomer: Where can I find cloud plans and pricing?\nHuman Agent: You would tap on Subscribe and select all 3 devices and start a new subscription for 3 cameras. Since Apple manages the subscription, if you use the same Apple account, the current subscription will be canceled and a new subscription for 3 cameras will be started. Then you will receive a prorated refund based on the time remaining on the subscription."]
["Customer: My camera's are not working \nCustomer: My camera's have not been working for months now \nCustomer: I have 4 cameras if which none of them show up in the app\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd 13E383282555\nHuman Agent: That camera is setup on a phone number account, *******926. Do you recognize the phone number that the camera is setup on?\nCustomer: Yes. But when I tried to log in with that credential I was unable to log in \nCustomer: My password is Bige7086. No?\nHuman Agent: I do not know the password to the account. If it did not let you log in, then you can tap on Forgot Password to reset the password to the account."]
["Customer: Set up\nCustomer: Hi I’m trying to setup cameras that have already been setup but in a different account name and can’t link the cameras to the WiFi network \nCustomer: It’s same network different account \nCustomer: Troubleshooting\nCustomer: Reset device linked to another account \nCustomer: I need to reset the device\nCustomer: Device linked to another account and needs to be reset\nCustomer: Contact support \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: D/static_file/e2929f598f_1_20240917104843.jpg\nCustomer: D/static_file/345dd8521c_1_20240917104903.jpg\nHuman Agent: Thank you. Are those the only two cameras that you have?\nCustomer: I purchased more but cannot find them. This is all for now\nCustomer: Need them reset so they can be added to my new account \nHuman Agent: Those cameras are setup on a different email address. The account is a @gmail.com email address and the first two letters are \"me\". Do you recognize the email address? If you do recognize it, then do you have access to the email address or the account?\nCustomer: Megnsash@gmail - I do not. That is my x wife’s email and she has moved out and now using the cameras to spy on me and they need removed immediately \nCustomer: They need reset so I can set them up in my new account please\nHuman Agent: Alright, let me take a look at those devices here.\nCustomer: D/static_file/30010ecdfc_1_20240917105537.png\nCustomer: Here’s proof of my purchase\nHuman Agent: That is not necessary here. Please give me just a couple of minutes to verify some information on my end here.\nCustomer: Ok Please reset all 4 of you are able \nHuman Agent: Are you able to give me the Device IDs for the other cameras?\nCustomer: I can’t find them currently, but it’s ok for now. I just need to get these 2 setup \nCustomer: D/static_file/f692e36980_1_20240917110139.jpg\nCustomer: Found 1 \nHuman Agent: So, it looks like you do have your email as a contact email on the account. I will send an Unbind Request email to the contact email and I will just need a reply back giving me permission to unbind those devices.\nHuman Agent: That camera is not bound to any account currently.\nCustomer: Okay just sent unbind permission \nHuman Agent: Alright, I got it. Please give me a minute and I will remove those cameras from the account. \nCustomer: Thank you. I just tried linking the 3rd one and it wasn’t detecting the QR Code to add it\nHuman Agent: That camera will not use the QR Code to setup since it is still on an older firmware. Could you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nHuman Agent: I have unbound the two cameras that were on the account. You can add them to your account with a LAN Search in the app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: Ok so the QR code doesn’t work for any of these devices to add? Thank you for unlinking the others!\nCustomer: After unplugging the other 2 they are staying geeen\nCustomer: sorry not green switched to blue \nHuman Agent: The QR Code is how you would connect some of the cameras if they are not already connected to a Wi-Fi network. The third camera is on an older firmware, so it will use the Zink setup until you connect it and then update it, at which point it will use the QR Code setup.\nHuman Agent: Yes, the first two were already connected to your Wi-Fi network, so you will do the LAN Search for those two.\nCustomer: Gotcha. Ok brb\nHuman Agent: As far as the light in the camera, that was just about the third camera.\nCustomer: Yes it’s not picking up devices"]
["Customer: Hello\nCustomer: I need help setting time\nCustomer: The little dots are not there\nCustomer: The three dots are not there \nCustomer: Okay?\nCustomer: I need help setting time\nCustomer: That doesn’t work\nCustomer: I can’t set time\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like the issue is that you do not have any cameras bound to your account, only ones that are shared from another account. The time and date settings can only be managed from the main account so you would need to check in with the account holder to have them adjust the settings from their account."]
["Customer: Hello, how do I delete my account so my tenant can link to the doorbell camera?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. To delete the account I would need to send a form to your contact email. If you'd like me to do that, just let me know. Otherwise, so that others can set up the device, I could just delete the camera from your account. Would you like me to go ahead and delete the doorbell camera?\nHuman Agent: Actually, it appears you just did that yourself. If you'd like me to send the account deletion form to your contact email though, just let me know."]
["Customer: Set up\nCustomer: Cameras connected to old account, I do not have access to that account. How do I access and set up this camera?\nCustomer: Contact agent\nCustomer: Agent\nCustomer: ZMD17LKIH80582 Purchased 06/08/2023 from Amazon\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is that the only camera you are having trouble with being on another account?\nCustomer: Yes\nCustomer: I lost one moving, the other two are fine \nHuman Agent: Okay, I was not able to find the camera with the ID you sent, are you able to take a picture of the sticker and send that to me to compare and review?\nCustomer: One sec\nHuman Agent: Okay\nCustomer: Did you get the pic?\nCustomer: D/static_file/e590e69bfa_1_20250218093638.jpg\nHuman Agent: Got the photo, One moment while I look up the device again\nHuman Agent: It looks like this camera is bound to an account that is under a different email, I cant give you the full email but I can give you the first 3 letters and the domain, its \tSha***********@gmail.com, do you have access to that email at all? if not its fine just let me know. \nCustomer: Shannonbazluke@gmail.com\nCustomer: No\nHuman Agent: Yes, thats the email.\nCustomer: It was shut down\nCustomer: bazlukeshannon@gmail.com I have been using lately, not with zmodo\nHuman Agent: Okay, In that case we will have to go through the unbind process, that process can be done in two ways, first way is with the origional invoice, you said you purchased this camera form amazon, would you be able to take a screenshot where it shows in the screenshot the device purchased (the camera), and the date of purchase and send that to me?\nCustomer: One sec\nHuman Agent: Okay\nCustomer: D/static_file/5859a261b3_1_20250218095143.png\nCustomer: Thought I was connected still\nCustomer: You get the pic?\nHuman Agent: The picture just came in\nCustomer: Sorry. I think I messed that up \nCustomer: Let me know if you need more information\nHuman Agent: IIts okay, the photo came in no problem, this should be enough and work, One moment and I will review the picture with the cameras info, be right back\nCustomer: Thank you\nHuman Agent: Great news, everything matches and checks out and I jsut now unbound the device for you, so you are free toa dd the camera to a new account if you wish. \nCustomer: Thank you very much\nHuman Agent: Did youa lready go through the setup and the camera came online earlier at all?\nCustomer: I appreciate your time, and I also appreciate due diligence in the security of the camera itself, thank you\nCustomer: I had it connected at one point so I thought, but it told me it was still connected to the old account and I couldn't get to it. That's when I contacted you. I'm going to plug it in now though\nHuman Agent: Thank you, always happy to assist kind people like yourself. \nHuman Agent: Let me know if the device comes online and the lights turn solid blue\nCustomer: Have a great week and enjoy your day\nHuman Agent: If it does I can add the device for you to this account to save you more time/effort\nCustomer: Okay solid blue. Good to go\nCustomer: Plz do\nHuman Agent: Okay,m the device is online on my end as well, what do you want me to name this camera? I have to name it to add it to the account.\nCustomer: 5\nHuman Agent: Okay, One moment\nCustomer: Lol\nHuman Agent: I added the camera now to your account, you may have to refresh the app, but just let me know if you can see the video live, as I cant see the video itself to check that part for you. \nCustomer: Thank you Kylie. It's greatly appreciated\nHuman Agent: Thank you as well, everything seem to look fine with the video live and the date/time is all correct as well?\nCustomer: Perfect\nHuman Agent: Fantastic. It was a pleasure assisting you today, any other questions before we go?"]
["Customer: Please close my account\n\nCustomer: Agent\n\nCustomer: Agent\nCustomer: Please cancel my account\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account, one moment \nHuman Agent: I do not see any cameras tied to this account, and no subscriptions tied to it either, what are you wanting to cancel?"]
["Customer: I sold my house how can I terminate that account.  I will create a new one in my new house\nCustomer: Agent\nCustomer: “Agent”\nCustomer: Sure\nHuman Agent: You can use the same account in a new house. The account is not tied to a specific residence or location. If you want to use a different account, then you can delete the cameras from your account and then connect them to a new account.\nHuman Agent: To delete the cameras, you would tap on the Settings button next to My Devices in your app. Then tap on your NVR system. Tap on the three dots in the top right corner. Tap on the button at the bottom that says \"Delete Device\" or \"Remove Device\".\nHuman Agent: Any cameras that are connected to the NVR will be removed with the NVR. If there are any cameras still remaining on the account, then you would go through the same process of removing devices for each individual camera.\nCustomer: Ok so the people at my old house want to use the Zmodo system.  If I simply delete the cameras from my account they can use them?\nHuman Agent: Yes, you would delete the devices from your account so they can be setup on another account."]
["Customer: Could you please validate this nvr is already unlinked or unregistered from any zmodo account ZMD13IEA1243501\nCustomer: need an agent\nCustomer: Could you please validate this nvr is already unlinked or unregistered from any zmodo account ZMD13IEA1243501Could you please validate this nvr is already unlinked or unregistered from any zmodo account ZMD13IEA1243501\nCustomer: Hello Grant O\nHuman Agent: The NVR is currently connected to an account. The account is a @gmail.com email address and the first two characters are \"jd\".\nCustomer: ok\nCustomer: what should I do to unlink it ?\nHuman Agent: Do you recognize the account and if you do, then do you have access to that account or email address?\nCustomer: do not recognize it... and no have access to that email\nHuman Agent: Do you have the invoice or order information from the purchase of the NVR?\nCustomer: this was a gift\nHuman Agent: As this NVR is already bound to another account I can send an Unbind Request. I will contact the previous owner and request that they delete the NVR from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: please do so\nCustomer: my email is\nCustomer: jcanzaldua@hotmail.com\nHuman Agent: Thank you. I am getting the Unbind Request sent for the NVR. Do you have any questions about the Unbind Request process?\nCustomer: thats ok for now"]
["Customer: Set up\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I acquired a camera from a friend and I need to unlink it from his account in order to add to my account. He no longer has access to his account to unlink it.\nHuman Agent: Okay, to Unbind it from the account we would have to send an unbind request to the account the camera is tied to, I will need the cameras ID number to look it up first, it will be on the cameras sticker and start with ZMD\nCustomer: Can you help me if I give you the camera serial number?\nCustomer: ZMD13GTED001663\nHuman Agent: it looks like this device is tied to an account that was created with a phone number, I will send the unbind request, if we receive permission or if after 30 days of no response occur then I will unbind the device and notify you, is the email  phidalgo@bellsouth.net the best to keep in touch?\nCustomer: Sure\nCustomer: Is the phone number 786-493-9700?\nHuman Agent: Yes, that is the phone number\nCustomer: Did you send the request already?\nCustomer: I can reach out to him to give the permission \nHuman Agent: The unbind request has been sent now, I also sent you an email to keep in touch. \nCustomer: He said he responded.\nHuman Agent: Yup! they just responded, I will unbind the camera now\nHuman Agent: The camera is now Unbound for you to add to the account. \nCustomer: Thank you!\nHuman Agent: no problem, have a great day"]
["Customer: Set up\nCustomer: Have a new camera and won't work \nCustomer: It's showing blue like it's already connected but not to mine\nCustomer: Can you reset the camera for me maybe \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Phone number\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If the camera is bound to another account we will need to go through the unbind process to remove the cameras from the account unless you have access to it then you can also remove the device. For that I will need to look up the device ID numbers, this will start with ZMD and be on the cameras sticker. \nCustomer: 16LG17517861\nCustomer: Can I take pics and send numbers that way\nHuman Agent: I was not able to find that device with the ID number, are you perhaps able to take a picture of the sticker and send that instead?\nCustomer: I have not used these in over 4 years\nHuman Agent: That's no problem, when a camera is set up and comes online for the first time it is able to be looked up in our system with the ID number \nCustomer: D/static_file/64fee0dd4f_1_20241126104105.jpg\nCustomer: D/static_file/aa71dcd7ea_1_20241126104200.jpg\nCustomer: Do u need all 4 numbers\nHuman Agent: Yes, I will need all the Device IDs\nHuman Agent: I was able to find this camera, it looks like it is bound to an account that was made with an email. I am not able to give you the full email but it is l\tmi***********@gmail.com, do you have access to this email at all?\nCustomer: No that one is my husbands old account \nCustomer: Michael Neice something he said \nCustomer: D/static_file/c6040d8ef1_1_20241126104734.jpg\nHuman Agent: Okay, to remove the devices from this account we would have to go through the unbind process since you do not have access to that account or email. This can be done in two ways, 1 is with the invoice from the purchase(s) of the cameras or with an unbind request that I would send to the email connected to the account the cameras are tied to.  Do you have the invoice(s) at all?\nCustomer: No\nHuman Agent: Okay, without the invoice I will do the Unbind request once you have sent all the camera IDs. \nCustomer: D/static_file/b118550bf1_1_20241126105200.jpg\nCustomer: Did u receive them all\nHuman Agent: I have received 4 camera IDs so far, is that all the cameras you have?\nCustomer: Yes\nHuman Agent: Okay, All of these cameras are on the same account. I have sent the unbind request now, if we receive a response of approval or if after 30 days have passed with no response I will unbind the cameras and notify you, is the email Mommyof3girlz2369@gmail.com the best to keep in touch?\nCustomer: Yes\nCustomer: So won’t be able to use them until who knows how long?\nHuman Agent: You will not be able to bind them to another account without them being removed, they will only be removed by us if we receive a response of approval or after 30 days of no response to the unbind request, or if you send the invoice for the unbind process.  \nCustomer: How long does it usually take?\nHuman Agent: You can try to see if you are able to login to the old account yourself to remove the cameras as well, but otherwise at most the wait would be 30 days form today without a response. \nCustomer: He has a million accounts so can’t do that\nHuman Agent: Okay, Keep an eye on your email, once I am able to unbind the devices I will send you a message, sometimes it can go to spam. \nHuman Agent: is there anything else I can assist you with today?"]
["Customer: I would like to delete my account with you\nCustomer: Agent\nCustomer: Agent\nCustomer: Hi Kylie\nCustomer: I would like to delete my account with you\nHuman Agent: Hello, Are you wanting to delete the cameras from the account, or delete the account itself from the system?\nCustomer: Hi, to delite the cameras and the account\nCustomer: Gladly both\nCustomer: i wont to sell my camera system\nHuman Agent: Okay, for deleting the devices you from the app would click live on the cameras, click the settings gear in the top right, then click the three dots in the top right corner, then click delete, once the cameras are deleted then you would do the same with the NVR as well. \nHuman Agent: As for deleting the account itself, there's a specific account deletion forum  you would have to fill out and send back to me to submit for the account deletion process, what email is the best for me send that to you?\nCustomer: Yes, one moment please\nHuman Agent: Okay\nCustomer: ok thank you very much \nCustomer: best help \nCustomer: by by\nHuman Agent: Did you want me to send you that account deletion forum? \nCustomer: yes please\nHuman Agent: Okay, As for deleting the account itself, there's a specific account deletion forum  you would have to fill out and send back to me to submit for the account deletion process, what email is the best for me send that to you?\nCustomer: onassis24@gmx.de\nCustomer: thanks\nHuman Agent: No problem, I will send that forum over to you now, One moment. \nCustomer: you are the best\nHuman Agent: I sent the forum now, thank you. Any other questions before we go for the day?"]
["Customer: agent\nCustomer: the new login still doesnt work for phone numbers\nCustomer: agent\nCustomer: agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you trying to login on the mobile app or on the web app?\nCustomer: the web new log in still isnt working for phone numbers\nCustomer: every time i enter my login credentials, it says email is invalid\nCustomer: web app\nHuman Agent: What phone numebr are you tryingt o login with? I will look up the account\nCustomer: 8477275811\nHuman Agent: When you try to login on the web app with that phone number, does it pop up with an error at all? can you try to login for me and let me know\nHuman Agent: Also be sure not to include any spacing or dashes when you enter the phone number as it wont allow you to login properly as well. \nCustomer: it keeps saying email(8477275811) is invalid!\nHuman Agent: Okay, I will report this issue, for the time being there is another web app you can use to view your devices, it is User.meshare.com, you can login with your same credentials and utalize that until the issue is resolved.\nCustomer: any idea what hte problem it? It's been doing this for over a week now\nHuman Agent: The developers will have to investigate the issue in order to pinpoint what's causing the login issue for phone number accounts, so I don't have a definitive cause at the moment. \nCustomer: ok thanks\nHuman Agent: No problem, thank you as well. Have a wonderful day. Farewell"]
["Customer: Can you help me reset ZMD33F4E8288037\nCustomer: Reset camera ID ZMD33F4E8288037\nCustomer: Can't find the reset button \nCustomer: Can't find the camera reset button \nHuman Agent: That camera does not have an external reset, You can reset it from the app if you need though, to do that you would click live on the camera click the settings gear in the top right, then tap the three dots in the top right and choose reset. \nHuman Agent: Cameras can only be reset from the mobile app if they are already online, If you have any trouble seeing the reset feel free to take a screenshot of how the page looks that you are on then send it to me here to review."]
["Customer: Set up\nCustomer: Need help set up\nCustomer: Blink green\nCustomer: Need help \nCustomer: Set up\nCustomer: Assistant \nCustomer: Need assistance \nCustomer: Live person \nCustomer: Set up\nCustomer: Need help with set up\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd18h318d15219\nHuman Agent: Can you send that Device ID again or send a picture of the ID? It is not bringing up any devices.\nCustomer: D/static_file/24118f8573_1_20241031173124.jpg\nHuman Agent: Alright, thank you. It looks like it was just a typo in the first one that you sent. It looks like that camera is setup on another account. The camera is setup on a @aol.com email address and the first two characters are \"do\". Do you recognize the email address that the camera is setup on?\nCustomer: Yes it's a old account no longer in use\nHuman Agent: Are you able to try logging in to the Zmodo account with that email address? Or are you able to receive emails to reset the password?\nCustomer: It's my account I'm giving my system to friend and trying to set it up for them \nHuman Agent: The camera would need to be removed from that account before you can set it up on another account. The easiest way to do that would be to log in to the account. That is why I asked if you could log in to the account or if you can receive emails as you could reset the password.\nCustomer: Yes I can log in\nHuman Agent: Then you would want to log in and delete the device from that account.\nHuman Agent: To set up the camera on a new account after you have removed it from your account, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: I no longer need my device and gave jt to a friend.  She’s trying to connect but it says it’s connected to another account.  How do I disconnect it from my account?\nHuman Agent: Hi my name is Wendy\nCustomer: How do I do that\nHuman Agent:  Here's how you can delete the device:\n\n1. Open the phone app and tap on the \"Live\" button to access the live feed from your device.\n2. In the upper right corner of the screen, you'll see a gear-shaped icon. Please tap on that icon.\n3. Now, you'll see three dots in the upper right corner. Tap on those three dots.\n4. From the options that appear, select \"Delete Device.\"\n\nFollowing these steps should allow you to successfully remove the device from your app. If you encounter any difficulties or have further questions, please don't hesitate to let me know. \n\nCustomer: I no longer need my device and gave jt to a friend.  She’s trying to connect but it says it’s connected to another account.  How do I disconnect it from my account?\nHuman Agent:  Here's how you can delete the device:\n\n1. Open the phone app and tap on the \"Live\" button to access the live feed from your device.\n2. In the upper right corner of the screen, you'll see a gear-shaped icon. Please tap on that icon.\n3. Now, you'll see three dots in the upper right corner. Tap on those three dots.\n4. From the options that appear, select \"Delete Device.\"\n\nFollowing these steps should allow you to successfully remove the device from your app. If you encounter any difficulties or have further questions, please don't hesitate to let me know."]
["Customer: Customer care\nCustomer: Customer care\n\nCustomer: Angent\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?\n\nCustomer: I bought a house that has 4 Zmodo cameras already installed and I’d like to use them but I am not able to access them or set them up I was hoping you could help\nHuman Agent:  Could I have the device IDs of the cameras you are trying to set up? The ID starts with ZMD and it can usually be found on a sticker the bracket or camera under a barcode.\n\nCustomer: Yes one moment \nCustomer: Zmd13geda239346\nCustomer: Zmd13geda239336\nCustomer: Zmd13geda234588\nCustomer: Zmd13geda239342\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: Everything ok?\nHuman Agent: Yes \nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: Yes I sent you everyrhing\nCustomer: The 4 ids and I never heard back\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nHuman Agent: Are you seeing my messages about the indicator lights? \nCustomer: One moment I just got that message\nCustomer: I’m not at the house right now\nCustomer: It was solid blue when I was there yesterday\nHuman Agent: Okay \nHuman Agent: As theses cameras are already bound to another account. We can contact the previous owner and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will contact you. What is the best email to reach you?\n\nCustomer: Is there anything more we can do if I’m not at the property?\nHuman Agent: As theses cameras are already bound to another account. We can contact the previous owner and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will contact you. What is the best email to reach you?\n\nCustomer: Elane5263@gmail.com\nHuman Agent: Okay I will start that process. \nCustomer: Thank you\nHuman Agent: You're welcome, is there anything else we can help with today?"]
["Customer: Agent\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: I bought a used Zmodo NVR and when I try to link it to my account it says it is already linked to another account and if I can't contact the previous owner to contact support to have them remove it from the previous owners account. \nHuman Agent: Could I have the Device ID of the NVR you are working with? It should start with ZMD or GSG and should be on a white sticker on the NVR.\nCustomer: ZMD1319A1241498\nHuman Agent: Thank you. Do you have an invoice or order information from the purchase of the NVR?\nCustomer: It was from the Mercari sight that sells used goods but yes I have a number probably from that. \nHuman Agent: Ca n you send a screenshot of the invoice or order information? The screen shot would need to include the order details showing the date, description, price, and seller of the unit.\nCustomer: Ok. One second. \nCustomer: D/static_file/cd90f7465d_1_20250110133249.jpg\nHuman Agent: Okay, so that does not have all of the information needed. It looks like it does not have the seller's information. Is there any other information?\nCustomer: Let me look.  The seller said he didn't ever have it linked to an account.  He bought it used and did a factory reset and sold it to me. \nCustomer: D/static_file/7dfc33484e_1_20250110133802.jpg\nHuman Agent: No, the seller's information would need to be included in the order details. Not just a picture of the seller's page.\nCustomer: D/static_file/0853443151_1_20250110134159.jpg\nCustomer: D/static_file/822a21830a_1_20250110134201.jpg\nCustomer: D/static_file/c48c4cfff8_1_20250110134314.jpg\nCustomer: That is all the sight will show me! \nHuman Agent: Let me take a look.\nHuman Agent: Is it just the NVR system that you have that you need to setup? You do not have any cameras that were also purchased?\nCustomer: I just need the NVR set so I can link it to my account. I already have cameras in use and no new ones purchased. \nHuman Agent: Alright, let me double check everything here and see if I can unbind it now or if we would have to go with an Unbind Request email.\nCustomer: Okay. Thanks\nHuman Agent: Thank you for your patience. I think everything is good here. Give me just another minute to confirm one thing and then I should be able to unbind it for you.\nCustomer: Okay. Thanks. \nHuman Agent: Thank you for your patience. I have unbound the NVR and you can now set it up on your account.\nCustomer: Great. Thank you! I really appreciate that! \nHuman Agent: You're welcome."]
["Customer: Agent\nCustomer: I was talking to Grant\nCustomer: He was unlocking cameras \nCustomer: I just want to know if he got the cameras unlocked.\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I check your previous chat. We will be closing in about 6 minutes at 6pm CT. I would be happy to continue to assist you until then, but the chat will close at that time. If you would like a callback, you may schedule one via the button below. If you would prefer an email follow up instead, please let me know and provide an email you would like me to reach out on tomorrow. \nHuman Agent: It looks like he got them removed and said you can add them via lan search now. To do that, connect your phone to network the cameras are on, then open your app, press the plus in the top right of the app, then choose the \"Tap here to add it\" at the bottom of that page. \nHuman Agent: We are currently unavailable for live chat support, but you can reach out to us via email support@zmodo.com. Our new hours of availability are:\n\n- Monday to Friday: 9am to 12pm and 1pm to 6 pm CST\n* Excluding Holidays\n\nYou may also contact the chat outside of our hours again to speak to our AI chatbot Mira who can assist with some troubleshooting. I've also sent a callback scheduling form where you can click the button in the chat in order to schedule a callback for a future date if you'd prefer.\n\nThank you for understanding."]
["Customer: Not seeing my devices \nCustomer: nope\nCustomer: agent\nHuman Agent: Hi my name is Wendy.  What type of devices do you have?\nHuman Agent: Are they wifi cameras? or do you have a NVR kit?\nCustomer: wifi\nHuman Agent: Please provide the device IDs on one of the cameras. \nHuman Agent: The ID will be listed on a sticker on the camera, it will start with ZMD or GSG\nCustomer: I am remote now\nHuman Agent: okay. Its possible you are logging in to the app with the wrong account that could by why you are not seeing your cameras.\nHuman Agent: when you are on-site with the cameras please chat us again letting us know the device ID.  I can check what email/phone the camera is connected to with the ID\nHuman Agent: Live chat agents are available here on live chat M-F 9am-12pm CST and 1pm-6pm CST\nCustomer: oy"]
["Customer: I have got my camera out which has been stored away for quite some time, I want to use it again but don’t know my login details\nCustomer: -1\nCustomer: I have tried with a new account and it won’t let me\nCustomer: The camera is registered with an old account of mine and I don’t have the email address it was registered with\nCustomer: Set up\nCustomer: Agent\nCustomer: “Agent”\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD12AC45001669\nHuman Agent: That camera is setup on a phone number account, *******417. Do you recognize the phone number?\nCustomer: It’s my old number 07718144417\nHuman Agent: If you know what the password may be for that account, then you can try to log in to the account and delete the camera from the account.\nHuman Agent: If you cannot log in to the account, then do you have the invoice or order information from the purchase of the camera?\nCustomer: What if I have forgotten the password"]
["Customer: I logged in on a different device and my devices do not show up. \nHuman Agent: Hello, you've reached customer care, my name is Kylie.  are you able to go to the Me section of the app on the other device adn see if it matches the account your logged in with here? it should show the email seanschwalb1@gmail.com"]
["Customer: Hola\nCustomer: Agent\nCustomer: Agent\nCustomer: Agent\nCustomer: Hello\nHuman Agent: How can I assist you?\nCustomer: Hello, I contacted you 2 months ago because I have some cameras linked to an account that I have no control over. You told me that you were going to do an investigation and that I would contact you at least 1 month later, I think it's been more than 2 months now.\nCustomer: yes\nCustomer: Please tell me what you need and I will contact you with this email\nCustomer: microsistemascr@gmail.com\nHuman Agent: Let me take a look at that email.\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: please wait me\nCustomer: ZMD17H4IF906583\nCustomer: ZMD17H4IF906593\nCustomer: are those 2\nHuman Agent: Those cameras have been unbound from the previous account. It looks like you provided a different contact email when you contacted us about the Unbind Request. You can setup the cameras on your account with a QR Code setup in your app.\nCustomer: yes\nCustomer: please wait me\nCustomer: I'm going to try to do it\nHuman Agent: Please let me know if you have any questions."]
["Customer: Delete account \nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you wanting to only delete cameras from an account or are you wanting the account itself deleted from the system. \nCustomer: The cameras\nCustomer: Cameras \nHuman Agent: Okay, do you have access to the account that the cameras are currently bound to?"]
["Customer: Cancel\nCustomer: Agent \nHuman Agent: How can I assist you?\nCustomer: I wanted to cancel any subscription and account\nHuman Agent: There is not a subscription on this account. I will send an email with our Data Subject Rights form that you can fill out to the email on your account. You can complete the form and return it and then we will get your account deleted.\nCustomer: Ok cool, thank you\nHuman Agent: You're welcome."]
["Customer: I’ve been trying to get in touch with an agent since Saturday and no one can help me \nHuman Agent: Hello, you've reached customer care, my name is Kylie. We don't have live agents on Sat-Sunday. \nHuman Agent: How may I assist you today?\nCustomer: I can not login in my pc with my phone number, I did not have an email in the account \nCustomer: In my phone I can login \nCustomer: D/static_file/cb728e3554_1_20250225113247.png\nCustomer: I created a new account with my Gmail but is not link in to my old account \nHuman Agent: Which website are you using to try and view the cameras on\nHuman Agent: is it user.zmodo.com or www.zmodo.com \nCustomer: Zmode \nHuman Agent: is it user.zmodo.com or www.zmodo.com \nCustomer: Let me see \nHuman Agent: OKay\nCustomer: Yes that’s the one \nHuman Agent: I sent two, which one of the two are you trying to use\nCustomer: It doesn’t let me login with my phone number \nCustomer: Www.zmodo.com\nCustomer: What I need is to add my email to my account \nHuman Agent: That is the website for the store, try going to user.zmodo.com then try to login, let me know if you still have trouble \nCustomer: Account # 11442473\nHuman Agent: When an account is created, its created with either an email, or with a phone number, You cannot change this after the fact. You for this account would always login by entering in the phone number, then the password.\nCustomer: D/static_file/3ca4cff70e_1_20250225114409.jpg\nCustomer: Don’t let me \nHuman Agent: Okay, try going to User.Meshare.com and see if it will let you login isntead.\nCustomer: It says email is invalid \nCustomer: Do you want me to type in user ? Methane.com \n?\nCustomer: Meshare.com \nHuman Agent: Go to \"User.Meshare.com\" website then try to login\nCustomer: I got it now \nHuman Agent: You wouldnt enter in meshare.com, as that will take you to www.meshare.com, you would need to put user.meshare.com\nHuman Agent: Were you able to login to your account at all?\nCustomer: Is all good . That was the one I usually used. It seems that you gave an update . Now the webpage is red it used to be blue.\nThanks for your help \nHuman Agent: No problem,  I checked into this issue and it does look like currently there is an Bug for logging in for phone number users for the Web app correctly for Zmodo. We have the developers for the web app work on this issue in the meantime for now feel free to use the Me share Web app until this issue is investigated for a resolution.\nHuman Agent: Any other questions before we go?"]
["Customer: Switching devices to new account\nCustomer: I was given these cameras and previous owner doesn’t know how to unlink from their sccount\nHuman Agent: Hi my name is Wendy.  Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: ZMD12JS68248930, ZMD12JS68248812, ZMD12JS68248744,\nCustomer: ZMD12JS68248820\nHuman Agent: These 4 cameras are connected to kw----@kdwiring.com.  Please unplug the cameras from power until they can be unbound.\n\nI will contact the previous account on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous account. If the request is denied then I would need the original invoice for anything further.\n\nI will follow up with you by email after the device/s have been unbound.\n\n\n\nCustomer: They were given to me by my uncle who has not used them in a long time. He is unsure of how to get them off his account since he has not used them in some time and doesn’t have his account information \nHuman Agent: These 4 cameras are connected to kw----@kdwiring.com.  Please unplug the cameras from power until they can be unbound.\n\nI will contact the previous account on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous account. If the request is denied then I would need the original invoice for anything further.\n\nI will follow up with you by email after the device/s have been unbound.\nCustomer: One more device is the modem it came with \nHuman Agent: What is the ID on the NVR\nCustomer: ZMD12JK78201984\nHuman Agent: ZMD12JK78201984 is connected to a phone number account ending in 533\nHuman Agent: I will contact the accounts to unbind the devices and follow up with you by email after they have been unbound.\nCustomer: I have unplugged the devices. How will I know when I can set them up under my account. \nHuman Agent: I will email you.\nCustomer: My uncle is standing by to confirm he has given them to me. \nCustomer: Thank you \nHuman Agent: you're welcome\nHuman Agent: NVR ZMD12JK78201984 has been unbound, now just need approval for the cameras."]
["Customer: Set up\nCustomer: Ive got a zmodo wireless camera I want to use I can't get it to connect with my phone , ive got excellent WiFi not Internet ive charged the phone a couple hours don't know what to do can I send a photo\nCustomer: Yes I see a message Pop up unable to log k to that site \nCustomer: I'm trying to use this camera and the QT I'm\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are wanting to setup? and what is the model?\nHuman Agent: The ID will be listed on a sticker on the camera and it will start with ZMD or GSG\nCustomer: Zmd\nHuman Agent: What is the entire ID?  \nCustomer: Zmd16k618201069\nHuman Agent: ZMD16K6I8201069 is connected to ke----@gmail.com  Are you logged into the app with this other email?\nCustomer: robertdale021470@gmail.com\nHuman Agent: That is the email you are contacting us from but the camera is connected to ke----@gmail.com\n\nDid you just purchase this camera?\nCustomer: Yes\nHuman Agent: When/where was it purchased?  Could you attach a copy of your receipt here for the camera?\nCustomer: No I got it from my brother \nCustomer: She used it in his dormtoom\nHuman Agent: I can contact the previous account on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous account. If the request is denied then I would need the original invoice for anything further.\n\nJust let me know if you would like me to send out the unbind request for you\n\nCustomer: It's old\nHuman Agent: I can contact the previous account on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous account. If the request is denied then I would need the original invoice for anything further.\n\nJust let me know if you would like me to send out the unbind request for you\nCustomer: Forget it I didn't think it would take all that   thank you for your time \nHuman Agent: you're welcome"]
["Customer: Camera connect to another account when I purchased, so what I got was used. Didn't have any instructions. Three cameras work\nCustomer: I'm going to send back, get my money and go to walmart\nCustomer: 1\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on your camera. Check the sticker on the device, which might start with ZMD or GSG.  \n\nCustomer: ZMD19G4IH400959\nCustomer: D/static_file/f594a1d1fa_1_20241028135308.jpg\nHuman Agent: ZMD19G4IH400959 is connected to an----@yahoo.com.  If you do not have access to this account could you please attach a copy of your walmart receipt for the camera?\nHuman Agent: The receipt should show the order number, date of purchase, items purchased, seller name\nCustomer: D/static_file/986b86a4cf_1_20241028135640.png\nCustomer: D/static_file/8a31afbb68_1_20241028135644.png\nHuman Agent: Could you provide the receipt showing the order date/order number/seller name?\nHuman Agent: nevermind, I see it.  One   moment please\nHuman Agent: it may take a me a few minutes, please wait\nCustomer: Ok\nCustomer: 3 of the cameras I added just fine ..it's this one camera says linked to another account for whatever reason \nCustomer: an----@yahoo.com is not me!!\nHuman Agent: Please wait a few moments.  I am checking.\nCustomer: Ok\nHuman Agent: Are you familiar with this other email though?  an----@yahoo.com ? It looks like this camera was bound after the purchase date.\nCustomer: No, that is not me\nHuman Agent: okay one moment\nHuman Agent: Would another family member have this email?  \nCustomer: No\nHuman Agent: Camera ZMD19G4IH400959 has been unbound.  You can set it up to your account now\nCustomer: Thank you\nHuman Agent: You're welcome\nCustomer: Going to try while your on chat\nHuman Agent: ok\nCustomer: Be right back, sec\nHuman Agent: ok\nCustomer: Camera still solid blue light\nHuman Agent: You want it connected to fabern.l.andrews@gmail.com right?\nCustomer: Yes\nHuman Agent: one moment\nHuman Agent: If you refresh the screen or log out and back in again you will see it on your account\nCustomer: Will try\nHuman Agent: ok\nCustomer: Ty\n\nHuman Agent: You're welcome!"]
["Customer: Devices are recording but won’t play back alerts on my laptop but seems to work fine through the phone app. \nCustomer: Devices are recording but won’t play back alerts on my laptop but seems to work fine through the phone app. \nCustomer: The suggested troubleshooting did not work. How do I contact a representative \nHuman Agent: Hello, you've reached customer care, my name is Kylie, what website are you going to on your laptop to view the cameras?\nCustomer: User.zmodo.com\nCustomer: Live view works but alerts won’t play back. Just go he circle thing\nHuman Agent: Okay, try going to User.meshare.com and let me know once you log in if the issue persists on both or if you only notice the issue on the Zmodo web app. \nCustomer: That seems to have solved the problem. Thank you\nCustomer: Should I always use this other website?\nHuman Agent: No problem, thank you as well, there was an update to the zmodo web app that has caused this bug to occur for some users, the developers are working on resolving the issue so for now you can use the Meshare one until the issue is resolved, after that you can use either one its no problem which one you decide to use, either is fine. \nCustomer: Only on the Zmodo web app\nHuman Agent: Yes, onyl the Zmodo web app was updated, not the Meshare one so it was unaffected."]
["Customer: Helli\nCustomer: Speak to an agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: Hi Dillon I need help with two things \nCustomer: First I need help changing the email address since the original one is no longer in use. Second I need my recordings to be a little longer how they used to be.\nHuman Agent: For changing the email you would need to create a new account and move the devices to that account. If you make one now, I could help move them over. For recordings, you had previously had a free trial of a recording plan, but cancelled so it did not renew. If you would like to have a cloud plan again, you may subscribe from the cloud section of the app. \nHuman Agent: Though I would recommend waiting until you've swapped accounts to subscribe as the subscription would be tied to the account you subscribe on."]
["Customer: Hi\nCustomer: Device is connected to another account \nCustomer: Trying to reset it \nCustomer: 1\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera?\nHuman Agent: The ID will be on a sticker on the camera, it will start with ZMD or GSG\nCustomer: ZMD14E7DA222180\nHuman Agent: ZMD14E7DA222180 is connected to a phone number account ending in 344.  You do not have access to this phone?\nCustomer: I have access to 6203344 not 6723344 that was my other number I am not sure if it was connected to that account however I lost access to the 6723344 number \nHuman Agent: Please attach your receipt here for the camera and I should be able to unbind ZMD14E7DA222180  for you\nHuman Agent: actually iqranally@gmail.com\t is the contact email for the phone number account\nHuman Agent: I will unbind it for you - one moment\nHuman Agent: ZMD14E7DA222180 has been unbound.  It can be setup to a different account now using QR code setup\nCustomer: Thank you so much you were very helpful \nHuman Agent: You're welcome!"]
["Customer: The cameras I'm trying to set up are already linked to another account that is not mine nor do I have access to. Is there a way to reset the cameras to remove account from them\nCustomer: What's the customer support number?\nCustomer: K\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Sure give me a min to get them all wrote down. I have a set of ten devices\nCustomer: 1. Zmd14k9da274048\n2. Zmd13f4da000635\n3. Zmd14k9da274087\n4.zmd13f3da000062\n5.zmd13f1da001505\n6. Zmd12kg83001588\n7. Zmd12kg83000147\n8. Zmd14k9da274036\n9. Zmd14kcda279703\n10. Zmd12kf83000263\n11. Zmd12kg83001680\nHuman Agent: Okay, let me take a look at the devices.\nCustomer: 12. Zmd12L647227349\n13.zmd00he04000140\n\nI have these 2 aswell\nHuman Agent: Do you have an invoice or order information for the purchase of the cameras?\nCustomer: I had bought them from a previous owner. All I know would be his name Chris Haas \nHuman Agent: As these cameras are already bound to another account I can send an Unbind Request. I will contact the previous owner and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: Holdmoore@gmail.com\n\nI have also sent a message to the previous owner asking to do the same. Thank you I'll look for your reply in my inbox\nHuman Agent: You're welcome. Do you have any questions about the Unbind Request?"]
["Customer: Live agent\nCustomer: Thank you\nHuman Agent: How can I assist you?\nCustomer: The problem is that I have a Zmodo camera system in my house but I can't add the equipments to the app\nCustomer: So I can see the cameras\nHuman Agent: Could I have the device ID of the camera or NVR you are working with?  It should start with ZMD and should be on a white sticker on the NVR, camera, or bracket, its usually under a barcode.\nCustomer: D/static_file/82f6bc8214_1_20241104170904.jpg\nCustomer: When I try to add it it says that is in another account, that I have to contact support\nHuman Agent: Have you setup the NVR before?\nCustomer: ID:ZMD00IC1B000584\nCustomer: No \nCustomer: I had someone else do it for me years ago\nHuman Agent: Okay, the NVR is setup on a @gmail.com email address and the first two letters are \"cl\". Do you recognize the email address?\nCustomer: I think so, claudia.aguilar2424@gmail.com\nCustomer: ??\nHuman Agent: Unfortunately, that is not the email address that the camera is connected to.\nCustomer: Okay do you want me to sent proof that is here in my house?\nCustomer: Other email could be michelyclaude@gmail.com \nHuman Agent: No, if you do not recognize the email address that it is bound to, then we have two other options. First, do you have the invoice or order information from the purchase of the NVR?\nCustomer: Or phone number 7864317887\nHuman Agent: That is the email for the account that you are currently logged in to. The email address starts with \"cl\".\nCustomer: When I bought the house the equipment was already here\nCustomer: D/static_file/b002165ab3_1_20241104171643.jpg\nCustomer: D/static_file/a7143aa702_1_20241104171647.jpg\nCustomer: This what I have\nHuman Agent: As this NVR is already bound to another account I can contact the previous account and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: Okay let me see my old email on the computer\nCustomer: To see if it starts woth cl\nCustomer: But the best email would be michelyclaude@gmail.com\nHuman Agent: I will send the Unbind Request to the account that the NVR is setup on and I will contact you at michelyclaude@gmail.com when I receive a reply or at the end of 30 days if we hear no response.\nCustomer: Okay thank you\nCustomer: Question. What about claudiaaguilar@gmail.com\nCustomer: ??\nHuman Agent: No, that is not the account that the NVR is setup on.\nCustomer: Alright, thank you for your time, umm, is nothing faster than those 30 days, because I have my new born at home with my wife and I have to go to work..\nHuman Agent: The other options are you accessing the account or sending an invoice or order information. So you can try to figure out the email address that the NVR is setup on. If you have another email address you can contact us and ask about it. You can also check for the Unbind Request email.\nCustomer: Last one, Claudialima@gmail.com\n??\nHuman Agent: That is the email address that the NVR is setup on.\nCustomer: Perfect\nCustomer: That an old email that my wife had\nCustomer: That's **\nHuman Agent: Okay, so if you are able to get access to that email address, then you can reset the password and log in to the app. Or you can reply to the Unbind Request email.\nCustomer: I don't have access to that email anymore\nHuman Agent: If you are not able to get access to the email address, then if we do not get a response after 30 days, we will unbind the device and notify you."]
["Customer: I have shared a device and now wish to unshare it.\nCustomer: -1\nCustomer: I get a list of devices to share but I can't see devices I have already shared.\nCustomer: CN I get a customer support phone number?\nCustomer: Agent\nCustomer: Ok\nHuman Agent: IF you want to stop sharing a device, then you will need to go to the Device Settings for that device. Open the app and go to the Home tab. Tap on Settings next to My Devices. Tap on the device you want to stop sharing. Tap on Sharing Management and then you will see the accounts the device is shared with. Here you can change the permissions or stop sharing the device with any accounts you have it shared with."]
["Customer: Troubleshooting\nCustomer: I would like to connect my account to my Alexa echo show 21\nCustomer: I've tried it several times and the circle just keeps going in a circle and it never does anything\nCustomer: What are your normal working hours\nCustomer: Agent\nCustomer: Agent \nCustomer: Ok. Thank you\nHuman Agent: You will need to go in to the Alexa app and go to Skills and Games and then search for the Zmodo app. It will ask you to log in with your Zmodo account to connect it to your Alexa account.\nCustomer: Ok. One second. I'm going to try that"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: i need to delete my account but vant get in the old email\nCustomer: how to contact support\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You're wanting to delete this account? Are you just trying to move to a new account?\nCustomer: yes, i gave my camera to someone else and they cant set it up until i delete mines\nHuman Agent: Okay, do you just want both cameras that are on this account removed from it then?\nCustomer: yes\nCustomer: i was using only one\nHuman Agent: Okay, before I do that, it does look like you have an active subscription through Apple. \nCustomer: yes\nHuman Agent: In order to cancel that, you'll need to do so from your Apple subscriptions. Here is a link with information on how to do that. https://support.apple.com/en-us/118428\nHuman Agent: Alright, the devices have been removed from the account so the new owner may now freely set them up."]
["Customer: Troubleshooting\nCustomer: It seems that with either my smart phone or my PC, I can not clip more than a tad over 1 minute, although you indicate that you can do up to 10 minutes on a PC.\nCustomer: -1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What sort of issue are you having with clipping longer video lengths? Or do you mean that you've clipping a larger section, but that the video you receive is only around 1 minute long?\nCustomer: First I'm long on to the PC otherwise I wouldn't see my video. Tried to clip the 10 min max but it only gives me a little over a minute. \nCustomer: This is also true on my smart phone.\nHuman Agent: For the 10 minute segment you're clipping, is the timeline in that section predominantly blue? Since yellow and red sections of timeline are the only sections with video while blue is a screenshot every 10 seconds, if you only have ~1 minute of yellow/red in that 10 minutes, you'd end up with around a 1 minute clip. As the screenshots every 10 seconds are not artificially inflated as they are in the app by repeating the frame for the full 10 seconds and instead just having it as a single frame in the video download. \nCustomer: It is a combination of colors. Seems I have something I want to view. 4 deer walking in front of my camera. One time it says it is at 11.nn. the next time I view it, it says it is at a different time frame and I can't get the before or after images.\nHuman Agent: For the downloaded video, it is generally at 20fps and at a rate of 1 screenshot every 10 seconds, that would be only 6 frames of video, making a minute where there was no motion less than half a second long in the downloaded video. You may still freeze and go through individual frames in the downloaded video, but it is not artificially extended by repeating that frame for 200 frames as that would also equate to larger video files and longer downloads. \n\nCustomer: Trying to get a range where it really is and can't get it done.\nHuman Agent: If the section you're wanting to see is in the blue part of the video, you'd likely need to stop the video and scrub through frame by frame in those cases for the reasons in my previous messages when using the downloaded video. \nCustomer: The one picture ever 10 sec explains why things appear suddenly and go away just as fast. Marking that time doesn't happen every time or when it does, it is only a blip.\nHuman Agent: Yes, the intelligent recording records detected motion as video and otherwise does a screenshot every 10 seconds when no motion is detected. No motion may be detected in cases where you've adjusted the motion detection area and the motion occurred outside of it, or otherwise when a motion is too small to change enough of the image (such as something small moving or something far away). \nCustomer: If I do understand correctly, If i clip ever 10 minutes for 1 hour (6 clips), then I can put them together and will have a complete list of that hour, which I can use other software to go through picture by picture.\n\nCustomer: The detection does pick up leaves blowing, shadow for flag ect but didn't really pick up 4 dear walking right in front of the camera no more that 5 foot away.\nHuman Agent: Yes, so if you took 6x 10 minute clips covering a full hour, you'd have everything that is recorded, but the downloaded video would not be artificially extending those segments with only an image when no motion was detected so if you download to look at those segments, you would be able to use video viewing software such as VLC on computers to look through individual frames if you wanted. \n\nFor the deer, do you have a motion detection area set on your camera at all?\nCustomer: No, they walked from left to right across the entire view. It was a fast walk but no were close to a run. \nCustomer: There was one detection area for a flag, but that was at the very top of the flag. This camera has trees in every view at they do set off the motion, yet the deer did not.\nHuman Agent: Can you show me a screenshot of what the motion detection area was set to for that one?\nCustomer: can't find where windows put the screen shot. \nHuman Agent: Do you mean you took the screenshot on your phone and then sent it to your computer to send here? As it's not possible to access the setting from our web app. If so, I could also have you send it via email or via text message if that would be easier. If so, let me know which. \nCustomer: On a laptop. Got it but don't know if you'll get it. Clicked on the camera next to what I'm typing and opened it but don't see anything happening\nHuman Agent: You should be able to attach a file via the camera icon you mentioned, though you would have to get the screenshot on the phone as the web app does not have access to that setting. \nCustomer: I click the camera icon and it opens my file. I select the picture and say open. It sends me back here to this screen to type and send\nHuman Agent: Okay, it sounds like it's having trouble sending. As an alternative, would it be easier for you to send it to us via email or text message?\nCustomer: Just sent\nCustomer: E-mail\nHuman Agent: This just seems a vide of the camera from the web app. As I mentioned the motion detection area setting is not accessible from there and you would need to go on your phone app to the live view, then settings gear in the top right, then motion detection area. \nHuman Agent: *This just seems to be a picture of\n\nCustomer: got what you want, give me a second\nHuman Agent: Okay, thank you. \nCustomer: sent em\nHuman Agent: Okay, so here you have the motion detection area set to only be that small square. Any motion detected outside of that square would be ignored. If you would like to get full video of things outside of that motion detection area, you would need to include those areas in the motion detection area. \nCustomer: Now on the first picture the deer walk from left to right, way closer to the camera than the boat\nHuman Agent: As an example here, based on what you said, the camera did not detect the motion of the deer (due to the area the motion occurred being outside of the motion detection area you have set) so due to that, it recorded only the still frames every 10 seconds instead of video. \nCustomer: So you're saying that I'm only getting motion of the flag and nothing else. If that is true, I misunderstood how that works.\nHuman Agent: Yes, the camera would ignore any motion detected outside of the box you have selected. \nHuman Agent: And so whether it does video or a screenshot every 10 seconds would in this case depend entirely on whether motion was also being detected in that small box. \nCustomer: We'll I'll take your word for it, but I do believe on my camera on the front of my house has the same exclusion of the flag, yet I get hits on the shadow of the flag because the flag is higher that what the camera tracks.\nCustomer: I'll have to check that because I changed flag pools and this one is taller\nCustomer: Oh well, we'll have to go back and remove some of those restrictions and live with the hits. Thank you for your assistance and have a nice day.\nHuman Agent: Okay, no problem, have a nice day as well!"]
["Customer: Delete account\nCustomer: Agent\nCustomer: Delete account \nHuman Agent: I will send an email with our Data Subject Rights form that you can fill out to the email on your account. You can complete the form and return it and then we will get your account deleted."]
["Customer: Troubleshooting\nCustomer: Camera is linked to another account \nHuman Agent: Hi my name is Wendy.\n\nPlease provide the device ID of the camera/s  you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Hello\nCustomer: Representative \nHuman Agent: we will be closing at 6PM central time. I can continue to assist you until 6 PM CT Via chat, I cans end you the call scheduler or I can also follow up via email if you prefer, what would you like to do?\nCustomer: Hi Kylie, I got a new phone and I'm trying to set up the devices using or code. It seems the code but comes back saying camera is assigned to another account?\nCustomer: Qr code\nHuman Agent: Okay, are you able to send me that cameras ID number so I can look up this device, it will be on the cameras sticker and start with ZMD\nCustomer: Zmd 13f9f6202973\nCustomer: You can email me at rudy.rodriguez@msn.com\nHuman Agent: it looks like this device is tied to account that was created with a phone number, to remove it from the account I will have to send an unbind request and once they respond with permission or if after 30 days of no response I can unbind the device, I will send you an email today, but ocne I hear back I will send you another email\nCustomer: Is the # 425 381 6924\nHuman Agent: Yes that is the number the camera is tied to. \nCustomer: Ok leave it for now, I'll try to log in with those credentials ty\nHuman Agent: Okay, I will still send the unbind request so that will be an option. \nCustomer: I've been logging in using email. So that's probably the issue"]
["Customer: I just would like to know if I have access to my cameras or not yet \nCustomer: You guys was supposed to email the person who had my cameras before to get them to delete their account so I could have access to my cameras\nCustomer: I have never received a email saying if you got the account deleted or if I’m able to use my cameras \nHuman Agent: Let me take a look through the past cases. Do you have the Device ID from one of the cameras?\nCustomer: ZK8-BFS23NM\nHuman Agent: I found the Device IDs from the past chat history. The Unbind Request was sent on 9/18. We have not yet received a reply, so the cameras have not been unbound yet. If we do not receive a reply 30 days after the request was sent, then we will unbind the devices and notify you.\nCustomer: Okay thank you \nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Contact support\nCustomer: Okay\nHuman Agent: How can I assist you?\nCustomer: I'm having trouble setting up a ZMODO wifi cam, it was hung up in the house I bought about a month ago and I'm trying to get it up and working and idk why it won't work\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I'm PRAYING you can help me get it working so I don't have to go buy a new one\nCustomer: There isn't anything that starts with ZMD\nCustomer: You mean the FCC is?\nCustomer: ID*\nHuman Agent: No, not the FCC ID. Is there a barcode on the sticker on the camera or the stand of the camera?\nCustomer: Nevermind I found it\nCustomer: ZMD14G3E2268208\nCustomer: Is that it?\nHuman Agent: Yes, I was able to look up the camera is that the only camera that you have?\nCustomer: Yes\nCustomer: It's just this one, when I moved into this house it was here and I kept it. I'm just hoping I can get it set up\nCustomer: Can I do that?\nHuman Agent: As this camera is already bound to another account I can send an Unbind Request. I will contact the previous owner and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: jayprwot@gmail.com\nCustomer: Idk if you'll get a response the lady that owned the house before me passed away\nCustomer: So there's no way to be able to use it at all currently?\nHuman Agent: Not until the camera is unbound through the Unbind Request.\nCustomer: Okay so wait 30 days and I'll get an email?\nHuman Agent: Yes, we will contact you when the camera is unbound.\nCustomer: I guess I don't really have a choice, okay thank you I'll be expecting an email\nHuman Agent: You're welcome.\nCustomer: Thank you. Bye bye\nHuman Agent: You're welcome. Have a good day."]
["Customer: Forgot password\nCustomer: Lost email\nCustomer: Contact customer support \nHuman Agent: Are you trying to reset the password to the account on your app? Or do you have an NVR or DVR that you are trying to reset the password to?\nCustomer: I am on the app\nHuman Agent: So what is the account that you are trying to reset the password to?\nCustomer: The account email or account number? \nHuman Agent: The email address would work.\nCustomer: Thuyvy2411@icloud.com\nHuman Agent: And you do not have access to that email address any longer? So you could not receive an email in the email inbox?\nCustomer: Yes that email is old and no longer have it \nHuman Agent: Then I would suggest making a new account with a different email address that you do have access to.\nCustomer: I have a slight problem because with this account the cameras I have set are in my house that’s far from where I am currently \nHuman Agent: There are no cameras setup directly on that account. It looks like there are cameras shared with your account from the account they are setup on. So you could have the person who is sharing the cameras share it with a new account.\nCustomer: Oh ok thank you \nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: None of my cameras show set up all of a sudden \nCustomer: 1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Could you provide the ID from one of your cameras? I suspect they may be on a different account so that will allow me to check. The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: delete a device\nCustomer: option not working\nCustomer: agent\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: sure\nCustomer: ZMD16G3I7201682\nCustomer: And also this one ZMD16G7I7202275\nHuman Agent: Alright, are you trying to delete the cameras from an app on your phone or tablet? Or are you logged in to the web app?\nCustomer: I've tried the phone app and the web\nHuman Agent: It would not work through the web app. It would need to be done through the mobile app on your phone or tablet.\nHuman Agent: If that does not work, then I can try sending an Unbind Request to the email address that the camera is bound to.\nCustomer: Yes please, because it does not work in the phone app\nHuman Agent: I sent the Unbind Request email. I will need a response giving me permission to unbind the devices from the account.\nCustomer: I already replied\nCustomer: How long does it take?\nHuman Agent: Let me take a look for the reply.\nHuman Agent: Alright, the cameras have been removed from that account.\nCustomer: Thank you\nHuman Agent: You're welcome."]
["Customer: I need to change my email Google deleted it bc I wasn't using. Can u please change to \n\nseeu2see@gmail.com \n\nI couldn't figure out where to change.\n\nThank you\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. The account email cannot be changed. \n\nHuman Agent: You would need to remove the devices off this account, then create a new account with the new email."]
["Customer: Troubleshooting\nCustomer: Having a hard time pairing my device\nCustomer: When I Bluetooth the camera I tells me its connected but no Internet\nHuman Agent: Hi my name is Wendy.\nHuman Agent: are you setting up a brand new camera? or has it been setup before?\nCustomer: Its been setup before. Should I press the reset button\nHuman Agent: What is the device ID on the camera?\nHuman Agent: The ID will be listed on a sticker on the camera and will start with ZMD or GSG\nCustomer: Zmd13fde2221591 at least that's the number on the stand\nHuman Agent: ZMD13FDE2221591 is connected to a phone number account ending in 666.  you are logged into the app with this other account?\nCustomer: No. I've sinced changed the number. I had originally bought this unit second hand\nHuman Agent: Did you purchase the camera on eBay?\nCustomer: No I bought it about five years ago from friend\nHuman Agent: I will contact the previous account on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous account. If the request is denied then I would need the original invoice for anything further.\n\nI will follow up with you by email after the device/s have been unbound.\n\nCustomer: Thanks. You may also contact me 619-664-0226.\nHuman Agent: I am not a phone agent.  \nCustomer: Ok"]
["Customer: Hello. My uncle passed away. And he has cameras at my grandmas house. And we no longer have the password. We just paid for services again and still cannot log into the account. We need help. \nCustomer: Okay I need account recovery then please \nCustomer: I don't have the password. I need an agent. \nHuman Agent: What is the email address for the account?\nCustomer: Richardleegriff@gmail.com\nCustomer: But we cannot get into that email because he has passed away. Can we change the email to reitawyatt@comcast.net\nHuman Agent: Let me take a look at the account.\nCustomer: Thank you \nCustomer: Is it possible \nHuman Agent: Thank you for your patience while I looked up the account. It looks like the new email is the contact email. So I will send an Unbind Request email to that email address. I would need a response giving me permission to unbind the devices.\nCustomer: Thank you. And what do you mean unbind the device? Sorry this is new to me. So will I be able to set it up with her email now? \nHuman Agent: Remove the camera from the account it is on so that you can connect it to a different account.\nCustomer: Okay\nCustomer: Please send that to reitawyatt@comcast.net"]
["Customer: I need help resetting my camera \nCustomer: It’s connected to a different account and I need to delete it from that account and reset it \nCustomer: I don’t have access to that account \nCustomer: I need to reset my camera and the account it’s connected to I do not have access to the account they are with \nCustomer: How to I contact customer support \nCustomer: Okay\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device IDs of the cameras you are trying to set up? The ID starts with ZMD and it can usually be found on a sticker the bracket or camera under a barcode.\n\nCustomer: Zmd14A8DA206327\nCustomer: ZMD14A8DA205897\nCustomer: Okay now what\nHuman Agent: Is it just these 2 cameras?\nCustomer: Yes\nHuman Agent: Do you have the receipt for the purchase of the cameras? \nCustomer: No they was given to me as a gift \nCustomer: What do I do \nHuman Agent: Okay with out access to the current account and no receipt. As theses cameras are already bound to another account. We can contact the previous owner and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will contact you. What is the best email to reach you?\n\nCustomer: Nvm \nCustomer: I don’t want to contact the person who had it before me \nCustomer: I have the cameras why can’t you just delete the account that’s on them \nHuman Agent: You wouldn't be the one who  contacts them, it would be us. \nCustomer: Yes I can’t have that done so to safety reason \nHuman Agent: You having the cameras does not prove the cameras were not stolen or trying to gain access to cameras to spy on someone. \nCustomer: I have the cameras I can send pictures \nCustomer: I want them to be put up in my house \nHuman Agent: Please keep in mind with these being security cameras we have to ensure the cameras are secure for our customers and not just remove them at any request. \nHuman Agent: The only way would be for us to contact the previous account holder. \nCustomer: You can’t just remove him from the account \nCustomer: Contact them then \nHuman Agent: Okay, I will start that process. What is the best email to contact you? \nCustomer: My email is tiffanykaylyn1@gmail.com \nHuman Agent: Okay thank you \nCustomer: Okay\nHuman Agent: For now I recommend keeping the cameras unplugged."]
["Human Agent: I thought I was getting a phone call\nHuman Agent: Nothing to scan \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Did you schedule a callback with us in a chat previously? \nHuman Agent: How do i terminate someone else access to my cameras, I changed the password but they can still see in the app\nHuman Agent: I want to purchase a membership but I need this corrected first \nHuman Agent: Well, if you change the password on the account, anyone who is logged into that account is logged out, only way they would be able to log back in is if they had your new password, which wouldn't be possible from the app itself, only if you gave it. \nHuman Agent: They are logged in on the old password, what can I do to get them kicked out, my ex husband has access and I want it terminated due to safety concerns \nHuman Agent: That would not be possible, once the password is changed it logs all other users out from the account. If you think he may have the new password you can reset it again but however they obtained the new password once before they may do again. You may want to check and make sure there is no spyware on your phone that could be recording what you do on the phone that is perhaps sending that info to them.\nHuman Agent: My daughter has access also and she does not have the new password either.  I changed it two weeks ago and asked her today and she was still logged in from the old password.  She don’t even know I changed the password \nHuman Agent: What can I do to get them logged out \nHuman Agent: That is very strange. Only thing you could do is change the password again.\nHuman Agent: If that don’t work then what\nHuman Agent: you can also create a new account and move the cameras to a new account as well, if you want to do that you can create the account and let us know from this account your contacting from that you want them moved and we can move them over for you. \nHuman Agent: We can do that, do I need to be home when I create the new account \nHuman Agent: no, you do not have to be home, you just need internet to create a new account, once you make that account you would let us know from this current account what the new account is then we will have you delete the cameras from this account and we will add them for you to the new account \nHuman Agent: How do I create a new account in the same app \nHuman Agent: It looks like your callback has not yet happened, it was scheduled from 3-4, the scheduling is done for central time, the rep is going to be calling you in just a moment so they can assist you with that process\nHuman Agent: Yes it would be done from the same app."]
["Customer: Customer service\nHuman Agent: How can I assist you?\nCustomer: I would like to swap my camera from smartphone eaze app to my funlux app but I can't get it to conncet\nCustomer: Smartz eaze*\nHuman Agent: You can log in with the same email address and password to the Funlux app.\nCustomer: But I already have service with funlux on a separate email. And I am paying for the service through funlux\nHuman Agent: Okay, so you are trying to change the account the camera is on. Then you will want to delete the device from the account you do not want it on. Then log in with the account you do want the camera on and you can connect it to that account."]
["Customer: I just was given this nvr set and it says it’s on an old account but the person who gave me it stated it should have been removed but also that they don’t know who the account owner is can you help? \nCustomer: Hey Grant I didn’t purchase them as they were given to me as they didn’t want them anymore but I can provide as much else information as I can\nCustomer: D/static_file/df4dccce7f_1_20241114162811.png\nHuman Agent: Could I have the device ID of the NVR you are working with?  It should start with ZMD and should be on a white sticker on the bottom of the NVR.\nCustomer: D/static_file/8773e289f6_1_20241114162919.jpg\nCustomer: D/static_file/3d8fa4fbd3_1_20241114163003.jpg\nCustomer: D/static_file/1812ff49e2_1_20241114163051.jpg\nCustomer: Hello? \nHuman Agent: The picture you sent for the first camera does not have the Device ID in it. It is cut off at the bottom.\nCustomer: D/static_file/e0197f4f5b_1_20241114163203.jpg\nCustomer: That’s the first^ \nCustomer: Only have 2 cameras btw :) \nHuman Agent: It looks like that camera is on your account. The other camera is unbound and can be setup. The NVR is the only device on another account. \nHuman Agent: As this camera is already bound to another account I can contact the previous owner and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: Brs8519@gmail.com\nHuman Agent: Thank you. I am getting the Unbind Request email sent for the NVR system. Do you have any questions?\nCustomer: Do you know who the name is as I may be able to ask them to check their email. \nCustomer: Rather can you provide me the name\nHuman Agent: The account is a @eckercenter.org email address and the first two characters are \"rv\".\nCustomer: Yeah my work email is bsherman@eckercenter.org let me see if we still have an rv\nCustomer: Not saying I won’t wait 30 days but I’m saying you will probably get a bounce back as they don’t exist anymore lol\nHuman Agent: If it bounces back, then we may be able to unbind the system earlier. Otherwise, we will contact you after 30 days if we do not get a response.\nCustomer: Sounds good thank you!! \nHuman Agent: You're welcome."]
["Customer: agent\nHuman Agent: How can I assist you?\nCustomer: hello\nCustomer: i have a pivot and i cant configure, the app says its linked in another account\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: my baby born 4 days ago and i really need this camera to work\nCustomer: zmd12L8BC203745\nHuman Agent: Thank you. Have you setup this camera before? Or did you recently purchase the camera used?\nCustomer: i buy used\nHuman Agent: Do you have the invoice or order information from the purchase of the camera?\nCustomer: no, i find on goodwill\nHuman Agent: As this camera is already bound to another account I can contact the previous account and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: nice, its omega_suprema@hotmail.com\nHuman Agent: Thank you. Do you have any questions about the Unbind Request process?\nCustomer: yes\nCustomer: in that case i just wait ?\nCustomer: or i need to do something ?\nHuman Agent: You do not need to do anything more. We will notify you when the camera is unbound and able to be setup.\nCustomer: thanks a lot ! \nCustomer: i find this deal for my new baby, i feel very frustrated to be unable to use\nHuman Agent: You're welcome.\nCustomer: really appreciate for the help"]
["Customer: Setting up\nCustomer: Wired camera\nCustomer: Customer service \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Hi I have Funlux zp-nj18-s model\nCustomer: I recently bought the house and the camera was installed by previous owner\nCustomer: I can login to the main box with a monitor but not able to connect through the mobile app\nCustomer: How to connect the camera’s to mobile view\nHuman Agent: Okay, are you able to give me the Cameras model and ID number and the NVRs ID number? This will be on the device stickers and the ID will start with ZMD\nCustomer: So-nj18 S\nCustomer: ID- ZMD33INFE202382\nCustomer: FM-SS7009D8-S\nCustomer: I can see all the 7 cameras through the monitor connected to the NVR box but not through the mobile app\nCustomer: All the cameras are connected through the cable not through wi-fi\nHuman Agent: This NVR is bound to an account currently. There are also several cameras on this account as well. To remove them from the account we would have to go through the unbind process. I would send an unbind request to the email of the account these devices are tied to, if they response giving approval or if after 30 days of no response occurs then I will unbind the devices and notify you, is the best email to keep in touch the sudhee_vishwa@hotmail.com email?\nCustomer: Yes\nCustomer: I can also try reaching my previous owner to respond to your email\nCustomer: Could you please send me the process of adding the cameras to my account as well as mobile app details and how to add the camera process in a step by step process?\nHuman Agent: Okay, I sent the unbind request now, For the time being I would recommend not having the devices plugged into the network, It doesn't tell us if the previous owners still have access to the account. You can unplug them from power to disconnect them from the network if they are plugged into a wall outlet. \nHuman Agent: All the cameras are currently online, meaning you wont have to set them up again, once they are unbound you would go into the add device area and use an option called the LAN to add the already online devices.  It should just say tap here to add a solid blue device at the bottom to get the LAN option to pop up. If you have any trouble though just let us know and we can help with the rebinding. \nCustomer: Are you there?"]
["Customer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: The cameras I got don't have a reset button or hole i need a factory reset need to delete old account to connect to them there is two\nHuman Agent: Okay, I will first need to look up the devices to see what kind of account theya re bound to, for that I will need all the cameras ID numbers you are wanting to connect to this account. The cameras ID number is found on the sticker which is on the bottom, back, or bracket for the camera and it will also start with ZMD or GSG. This number I need from each is also not the FCCID number so disregard that if you see that number on the sticker. \nHuman Agent: Once you send all the cameras ID numbers just let me know. \nCustomer: ID:ZMD15JTDA007267\nID:ZMD15JTDA013535\nCustomer: Yes it took awhile. The tags were bad and had to fin the #\nHuman Agent: Perfect, Let me look up these devices in the system, one moment.\nHuman Agent: Both of these devices are currently online and bound to another account that was created with an email, I cant give you the whole email but I can give you the first three letters and the domain, its hap****@gmail.com. Few more questions about this account/email, do you have access to this email at all or are you able to log into the old account under that email at all?\nCustomer: I do not have access to that account. And when I try to connect, it says, please have is account deleted and try to reconnect\nHuman Agent: Okay, and you are also unable to login to that email as well?\nCustomer: And reset\nCustomer: I can not these were giving to me\nHuman Agent: Okay, no problem. For us to remove the cameras from this account we will have to go through the unbind process, there are two ways to do this, 1st is I would send an unbind request to the email the cameras are currently bound it, if we receive a response of approval or if after 30 days of no response occur then I would unbind the devices from my end and notify you. Or second option for unbind which is where we can unbind the device with an invoice/receipt from the original purchase if it matches to the devices. When these cameras were given to you did they give you that invoice info at all?\nCustomer: They were my dad's he died and no\nHuman Agent: Okay, I will send the unbind request to start the unbind process. If we do get a response or if the minimum wait time of 30 days occures I will notify you. Is the email bowlinfish@hotmail.com the best for us to keep in touch and notify?\nCustomer: Send the request and yes it is the best way bowlinfish@hotmail.com \nHuman Agent: Great, I sent the unbind request now, Sometimes our messages can go to spam so jsut periodically check both he normal inbox or spam, at most it will be 30 days until I message you, hopefully we can receive a response sooner to speed up the wait process for you. Have a great day\nCustomer: You there good bye"]
["Customer: Troubleshooting\nCustomer: We are trying to connect camera with zink.but that shows ,you have already an account, cameras are connected with that account. \n\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device IDs of the cameras you are trying to set up? The ID starts with ZMD and it can usually be found on a sticker the bracket or camera under a barcode.\n\nCustomer: ZMD13HVED001718\nCustomer: ZMD13HVED002972\nCustomer: That two cameras ID\nHuman Agent: Thank you one moment \n\nHuman Agent: This cameras are linked to an email account starting with ro******************************@gmail.com do you recognize and have access to the email? \nCustomer: Actually I lost my phone. I remembered my some of accounts \nHuman Agent: Do you have the receipt for the purchase of the cameras? \nCustomer: Sorry, we have not any receipts.\nHuman Agent: Okay  \nHuman Agent: As theses cameras are already bound to another account. We can contact the previous owner and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will contact you. What is the best email to reach you?\n\nCustomer: 30 days are too long time. Please could you help me at short times me period.\nHuman Agent: Sorry I cannot do a shorter time\nCustomer: Ok\nCustomer: My mail :- yasa.sona@gmail.com\nHuman Agent: Okay, I will go ahead and start the process. \nCustomer: Ok thank you so much.\nHuman Agent: Is there anything else I can help with for now. \nCustomer: No thanks"]
["Customer: I used to be Zmodo and I downloaded the new app and deleted mine on Zmodo and now I can’t get my cameras to work on the new app\nCustomer: I deleted my Zmodo account\nCustomer: How do I get my old Zmodo cameras linking to the new app\nCustomer: How do I get help I need to speak to someone \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I accidentally deleted my old Zmodo account after trying to use this new app\nCustomer: How do I get my old cameras on the new app\nHuman Agent: That depends on the camera. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I need to speak to a human to help me how do I contact \nHuman Agent: You have been connected with a Customer Care Agent. With the Device ID for the camera, I can look up the camera to see what you need to do.\nCustomer: I can’t get to the back of the camera \nCustomer: I have 4 Zmodo cameras and I just deleted my Zmodo account when I downloaded the new app\nCustomer: Now I can’t get anything to work\nHuman Agent: I understand, but I need something to look up so that I can see what you need to do."]
["Customer: Hello, I have been trying to get information about my account for 3 months. Because I don't know the password I get no help. Can you give me any information?\nCustomer: Agent\nHuman Agent: Could I have the email address or phone number that you use to log in to the account?\nCustomer: gilfordchester349@gmail.com\n\n7138250035\nHuman Agent: There is an account with that email address. If you do not know the password, you can tap on Forgot Password to reset the password for the account."]
["Customer: Troubleshooting\nCustomer: Hi how can i get my device \nSince i could see them prior\nNow there are 0 devices\nCustomer: I normally have 4 devices installed\nCustomer:  The system tell me that its already installed but i can see them \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the easiest to reach camera you are trying to set up? The ID starts with ZMD and it can usually be found on a sticker the bracket or camera under a barcode.\n\nCustomer: D/static_file/b806813848_1_20241003122217.jpeg\nCustomer: D/static_file/1661aa5bcf_1_20241003122224.jpeg\nHuman Agent: Thank you \nCustomer: I can not view it on my \nIts set my device is 0\nHuman Agent: This camera is linked to an account starting with jo**********@hotmail.com, do you recognize it? \nCustomer: D/static_file/0f939e86d2_1_20241003122425.jpeg\nCustomer: Yes thats me\nHuman Agent: You are currently signed in with joacanigrant@gmail.com so you need to sign in with the hotmail account. \nCustomer: Ow  sorry\nCustomer: I will try wirh my orher email\nCustomer: Thank you\nHuman Agent: Okay let us know if you run into issues"]
["Customer: Troubleshooting\nCustomer: My cameras don’t work anymore \nCustomer: My cameras are wired and do not have a blue light. They are plugged into router and lights are blinking \nHuman Agent: Hi my name is WEndy\nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: These are (Poe) cameras power over Ethernet. They have power all lights blinking. The app can’t detect them \nHuman Agent: Check the cameras for the device IDs.  They should start with ZMD\nCustomer: Zmd33g2df266130\nModel so-ibt15-5\nHuman Agent: ZMD33G2DF266130 is connected to a phone number account ending in 842 and online.\nHuman Agent: Are  you logged into the app with an email or a phone number?\nCustomer: Yes but phone number has changed\nHuman Agent: If you are logged into the app with phone number 842 you should see the camera on the app, can you view the live feed?\nCustomer: Number has changed do I need to change it in app\nHuman Agent: can you still login to the app with the old phone number? or no\nHuman Agent: Unfortunately, it is not possible to change the account phone number since that's the actual account identifier.  You would need to create a new account with an email address since new phone number accounts are no longer able to be created.\n\nCustomer: Let me try\nHuman Agent: ok\nCustomer: It says I’m logged in\nCustomer: Let me try logging out and back in\nHuman Agent: okay you are logged into the app with phone number ending in 842?\nCustomer: Logged in with email. Won’t let me with phone \nHuman Agent: okay and you no longer have access to that phone number?\nCustomer: Correct \nHuman Agent: Could you please attach copies of your receipts for the 2 cameras? I should be able to unbind them with the receipts.\nCustomer: I don’t have receipts I bought these cameras 5or6 years ago \nHuman Agent: I will contact the previous account on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous account. If the request is denied then I would need the original invoice for anything further.\n\nIts just 2 cameras? any other cameras or NVR that you need unbound?\nCustomer: Well I bought 4 cameras but only have 2 hooked up\nHuman Agent: Actually the phone numbre account has Dpacker2@yahoo.com\t as the contact email. so I can move those 2 cameras over to a different account\nHuman Agent: do you want the 2 cameras bound to dpacker2@yahoo.com?\nCustomer: Yes that will be good \nHuman Agent: okay.  What is the device ID on the NVR that these 2 cameras connect to?\nHuman Agent: ZMD33G2DF266130 & ZMD33G2DF263706 are now bound to dpacker2@yahoo.com.  If you refresh the screen or log out and back in again you will see them on your account.\nCustomer: Zmd33g3faz201603.  \nCustomer: I think that’s right \nHuman Agent: ZMD33G3FA201603 ?\nCustomer:  Yes I see them \nHuman Agent: ZMD33G3FA201603 has been bound to your account too so if you refresh the screen again you will see the NVR\nCustomer: Ok thanks \nHuman Agent: You're welcome"]
["Customer: Set up\nCustomer: I purchased a property and need to speak to a customer rep about getting the cameras into my account\nCustomer: im here\nCustomer: need to talk to a customer service rep about switching cameras into my account for a property I purchased\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: There are two: zk8-bfs23nm\nCustomer: and xmd57dri7900409\nCustomer: not xmd but zmd\nCustomer: zmd5757dri7901681 (disregard the zk8 item)\nHuman Agent: Alright, let me take a look.\nCustomer: They are currently registered to a richard blackstock at the location 937 troublesome hollow road in bluff city tn. I purchased and closed on the property last Friday on 11/01/24\nHuman Agent: As these cameras are already bound to another account I can contact the previous owner and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: mdholloway50@gmail.com\nHuman Agent: Thank you. Do you have any questions about the Unbind Request process?\nCustomer: No it sounds straight forward. I just have to wait I guess\nHuman Agent: I have sent the Unbind Request for the cameras. So I will contact you when we receive a response or after 30 days with no response."]
["Customer: Can I add camera to firestick\nCustomer: Zmondo\nCustomer: Is that camera comparable with Alexa\nCustomer: Where is my account tab \nCustomer: 1\nHuman Agent: Hello, you've reached customer care, my name is Kylie, you cannot use the Zmodo app on a fire tv stick, its not compatible with the app."]
["Customer: Hi I would like to cancel my account \nCustomer: What details do I need to provide?\nCustomer: Tarotsponge@protonmail.com\n\nNo longer need\n\nYes cancel account please \nCustomer: Agent \nHuman Agent: I will send an email with our Data Subject Rights form that you can fill out to the email on your account. You can complete the form and return it and then we will get your account deleted.\nCustomer: Thank you!\nHuman Agent: You're welcome."]
["Customer: Hello\nCustomer: We bought a house that has your system in it. And I need to change the information so we can get access to the cameras.\nCustomer: How do we remove the cameras from the other person’s account.\nCustomer: Where will we see the light on the camera\nHuman Agent: Hello, you've reached customer care, my name is Kylie, to remove the cameras from another account we can send an unbind request, I will need all of the cameras ID numbers to look them up and see what kind of account they are currently bound to for that, the ID number will start with a ZMD and be on the cameras sticker. \nCustomer: So is this done through the app itself\nCustomer: Hello\nHuman Agent: you would get this information from the cameras, from the cameras sticker. \nCustomer: How do I found my camera id numbers.\nHuman Agent: The ID number will start with a ZMD and be on the cameras sticker. \nCustomer: Give me a minute\nCustomer: What does the numbers start with\nHuman Agent: I said in my previous message, the ID number will start with ZMD\nCustomer: Ok we have a total of 4 cameras I have 3 the whole number. I am missing 2 numbers off the 4th one due to it being high up in the air\nCustomer: ZMD13G3E6004167\nZMD13G3E6004306\nZMD13G3E6004206\nZMD13G3E600xx23"]
["Customer: Live agent \nCustomer: Need help disconnecting camera from other account \nCustomer: Live agent \nCustomer: Okay \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD12AF4720644\nCustomer: I received the camera from a thrift store and would like to disconnect it from the previous owners account \nHuman Agent: That Device ID is missing a letter or a number. Can you try sending that Device ID again? Or send a picture of it?\nCustomer: D/static_file/1f30376389_1_20250121153311.jpg\nCustomer: I have sent a picture \nHuman Agent: Thank you. Do you have an invoice or order information from the purchase of the camera?\nCustomer: I bought it from goodwill in Nampa Idaho, yesterday, it didn't have the power cord, unfortunately I didn't save the receipt but a call to the store will provide you with the information needed\nCustomer: D/static_file/496b2ba254_1_20250121153538.png\nCustomer: You will see the transaction in my bank history as well\nHuman Agent: As this camera is already bound to another account I can contact the previous account and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: adamccarreno@gmail.com\nCustomer: Thank you very much, if I don't hear anything in 30 days I will contact you to unbind the camera \nHuman Agent: Thank you. We will let you know when we get a response or if we do not receive a response after 30 days.\nCustomer: Okay have a good day \nHuman Agent: Thank you. You have a good day, too."]
["Customer: I am trying to add device. It has solid blue lite when I plug in but isn’t reading QR code. WiFi pswd is correct\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If the camera is solid blue that means its connecting to something, are you able to give me the cameras ID number? it will start with ZMD\nCustomer: It’s one I had a number of years for inside. It doesn’t appear to have a number on it\nHuman Agent: Oka y, did you delete this camera to add it, or is it still bound to the account?\nCustomer: It may be bound to another account I used to have in Florida under different WiFi. It’s not on my currentvaccount\nHuman Agent: Okay, I wont be able to tell unless I have the ID number, there's not a sticker on the outside of the camera at all?\nCustomer: I think I see problem. I can see it on Zmodo account but not on Smartz app. How do I import to Smartz (I assume I can\nHuman Agent: you would need to delete the device from one account then add it to the other account, if you click live on the camera, click the settings gear it will show you the camera ID you can send that to me then in that settings gear area there are three dots in the top right, you would click those and chose the delete option. Once deleted just let me know what you want me to name the camera and I can add it to the account for you. \nCustomer: Zmd14eme2240043. Please rename fam room\nHuman Agent: Okay, To confirm, you want me to add this device to the account under the email your contacting from the cgkoch@comcast.net email right?\nCustomer: Yes\nHuman Agent: Okay, One moment\nHuman Agent: I added the camera to the account now. \nCustomer: Will that show on Smartz app\nHuman Agent: if you are logged into the same account, yes, you would want to make sure your logged into the same account on both. \nCustomer: Ok. Thank you for your help\nHuman Agent: no problem, thank you as well. Have a great day"]
["Customer: I’m just trying to replace my deck camera\nCustomer: I just unplugged one bad camera and I’m plugging in a new one, but it can’t seem to get it to come on\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 13ekdc229845\nHuman Agent: Thank you. It looks like that camera is setup on another account. Did you recently purchase the camera?\nCustomer: Is that the number \nCustomer: I purchased them on eBay about six months ago\nCustomer: I bought a whole set\nHuman Agent: Could I have the Device IDs for the other cameras?\nCustomer: 13ekdc229834\nCustomer: 13epdc235780\nCustomer: 13epdc235747\nCustomer: 13epdc235705\nCustomer: Ekdc229836\nCustomer: That’s all of them \nHuman Agent: Can you give me the entire Device ID for that last on?\nCustomer: You still there\nHuman Agent: Yes, are you receiving my messages? I asked if you can give me the entire device ID for that last one.\nCustomer: I just sent all of them to you\nCustomer: 13Ekdc229836\nCustomer: OK, you should have them all now\nHuman Agent: Thank you. Do you have the invoice or order information from the purchase of the cameras?\nCustomer: I’d have to go back and look it up on eBay\nCustomer: D/static_file/ab2cc85e58_1_20241010104312.jpg\nCustomer: That’s a copy of the UPS from the package he sent me\nHuman Agent: Okay, that is not what I would need. I would need the invoice or order information showing the date, description, price, and seller of the unit. Otherwise, we would have to go with an Unbind Request email to the account the cameras are bound to.\nCustomer: D/static_file/fa054e93a6_1_20241010104820.png\nCustomer: D/static_file/2dd0d84dd2_1_20241010104826.png\nCustomer: This is all the information that is available to me\nHuman Agent: Thank you. Let me take a look.\nCustomer: I appreciate your assistance\nHuman Agent: I think that should be sufficient, please give me another couple of minutes to finish checking one thing on my end here.\nCustomer: Certainly\nCustomer: I also sent an email to the gentleman who sold them to me\nHuman Agent: Alright, thank you for your patience. I will be unbinding the cameras from the account.\nHuman Agent: As for getting them to show on the NVR, you may need to go to the NVR settings and clear a channel so that the NVR can add the camera.\nCustomer: Is it OK to proceed at this point? I will try to clear that channel and give it another try.\nHuman Agent: I have unbound the cameras from the previous account. So they can be setup on your account. You may want to try adding the NVR to your account with the Smart Kit setup and it should add any cameras connected to it to the account, as well.\nHuman Agent: Plug in the device to both power and the router, make sure your phone is connected to the same router as the NVR.\nOpen the App and confirm you are signed in with the account you want the device linked to.\nTap the plus sign (+) on the top right and select Legacy, then Smart Kit.\nTap the check mark to confirm the NVR is powered up, this will prompt the app to do a network search for the NVR.\nIf the app locates the NVR it will show you the option to select the NVR and Name it. The name goes on the same line as the Device ID, after entering a name you can adjust the time zone and enter a password for your device.\nLastly tap on the checkmark at the bottom to add the device."]
["Customer: Troubleshooting\nCustomer: agent\nHuman Agent: How can I assist you?\nCustomer: cant log in to my app on my phone authenticity keep popping up need a re set\nHuman Agent: If it says Authentication Failed when you are trying to log in, that means the password does not match. You can tap on Forgot Password to reset the password. Enter the phone number and a new password. Then where it asks for the Verification Code, tap on Get it and you will be texted a verification code. Enter that code and the password will reset and then you can log in with the new password.\nCustomer: i switched to a new phone\nHuman Agent: Okay, if you do not have that phone number, then you would want to delete the cameras from your account and create a new account and connect the cameras to the new account.\nCustomer:  i got the same number\nHuman Agent: Okay, if you have the same phone number, then you can reset the password.\nCustomer: i can log in on my computer with my number and password but not on my new  phone\nHuman Agent: Okay, so then you would log in using the same phone number and password on the app on your phone. If that does not work, then tap on Forgot Password to reset the password.\nCustomer: i think i got two acct one with phone number and one with email does it have any thing to do with new ip address\nCustomer: the one with my phone number as my cameras on it i try to reset the pass word it wont work\nHuman Agent: No, your account would be unrelated to IP Addresses of the phone or of the cameras.\nHuman Agent: Are you tapping on Forgot Password on the login screen of your app?\nCustomer: yes\nCustomer: it wont give me a code\nHuman Agent: Okay, and does it take you to a screen that asks for your phone number, a new password, and the verification code?\nCustomer: yes\nHuman Agent: And when you enter your phone number and tap on Get it, do you receive a text with a verification code?\nCustomer:  no\nHuman Agent: What phone number are you entering?\nCustomer: 6362887968\nHuman Agent: Can you send a screenshot of what you have entered in the password reset screen? You can also try resetting the password through the web app https://user.zmodo.com/changepwd\nCustomer: i am on my computer now\nCustomer: reset my password still wont work saying the same thing \nHuman Agent: Did you get a verification code when you tried the password reset on your computer?\nCustomer: no\nCustomer: went to me on my acct changed it there\nHuman Agent: Lets try doing the Forgot Password option on the web app then, since doing it in your account does not seem to be working. You can go to https://user.zmodo.com/changepwd and click on \"Phone\" and enter the phone number.\nCustomer:  it said request  for third party  failed\nHuman Agent: What step does it say that? When you are entering your phone number? When you are entering the verification code and password? Are you entering just the numbers of your phone number? Make sure there are not any spaces, dashes, or parenthesis.\nHuman Agent: Can you send a screenshot of the error messages that you are getting?\nHuman Agent: I want to let you know that the Live Chat support will close in 10 minutes. If we run out of time, then I will send you an invitation to schedule a callback appointment.\nHuman Agent: The Live Chat support will be closing for the evening. You can tap on Schedule Call to make a callback appointment if you would like to. Have a good evening.\nHuman Agent: The Live Chat support will be closing for the evening. You can tap on Schedule Call to make a callback appointment if you would like to. Have a good evening."]
["Customer: I need to talk with a live agent\nCustomer: okay\nHuman Agent: How can I assist you?\nCustomer: I had my cameras app on my phone and my phone crashed. No I can't get them back up\nHuman Agent: What is the email address or phone number that you use to log in to your account?\nCustomer: 7735070155\nHuman Agent: There are no cameras on an account with that phone number. Is there another phone number or an email address that you may have used?\nCustomer: whatdahek1959@gmail.com\nHuman Agent: There are no cameras on an account with that email address. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: cfdfinest@att.net\nHuman Agent: There are cameras on an account with that email address. You will want to use that email address to log in to the app.\nCustomer: cfdfinest@att.net\nHuman Agent: Yes, there are cameras on an account with that email address. You will want to use that email address to log in to the app.\nCustomer: let me try that"]
["Customer: I need a number to call \nCustomer: Im having trouble \nCustomer: I need to speak to someone in person \nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: I don't need ai\nHuman Agent: I'm not an AI. \nCustomer: I need actual help \nCustomer: My cameras won't connect to my wifi \nCustomer: Why can't I speak to someone in person \nHuman Agent: You are speaking with a person. What is the ID of the camera you are currently working on? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \nCustomer: How do I find the id\nCustomer: I have had the devices for a while I no longer have the packaginh \nCustomer: I have 4 cameras to connect \nHuman Agent: The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \nCustomer: I only have the model number on the back of the actual camera \nHuman Agent: There is no number starting with ZMD on it? If not, what is the model number? \nCustomer: No zmd \nCustomer: The model number is for camera number 1\nCustomer: ZH-lXY1D\nCustomer: Camera 1\nHuman Agent: The ID of this model of camera is on it's bracket, is that not currently attached to the camera? \nCustomer: Just found ZMD\nHuman Agent: Okay. \nCustomer: Camera 2 ZMD 13iLE2002668\nHuman Agent: Thanks. It looks like this camera is already bound to another account so it would not be accessible from this one at present. It is currently on a phone number account where the phone number ends in 379. Is that familiar to you?\nCustomer: Camera 1 ZMD13FiE2233590\nCustomer: Yes my account \nHuman Agent: That one is also bound to that same account mentioned in my last message. \nCustomer: Yes 379 \nCustomer: Is familiar \nCustomer: 5852014379\nHuman Agent: Okay, in order to access them you will need to swap to that account (you are currently on an account under an email instead). For now though I can first guide you through setting them up here, then you can log into that account once you're done with that. \nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: I need 4 mini cameras unhooked from a account \nCustomer: -1\nCustomer: Best way to contact customer support \nCustomer: Agent\nHuman Agent: Could I have the Device IDs of the cameras you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zdm1313e2202825, 835 621 646\nHuman Agent: Can you try sending that again? Nothing comes up with that Device ID. Or can you send a picture of the Device IDs?\nCustomer: ZDM1313E2202825\nZDM1313E2202835\nZDM1313E2202621\nZDM1313E2202646\nHuman Agent: The IDs are not correct. Can you either send a picture of the Device IDs? Or look closely as some of the numbers may actually be letters (or letters numbers).\nCustomer: D/static_file/71ea543b6b_1_20250123104340.jpg\nHuman Agent: Thank you. Can you send the pictures of the other Device IDs?\nCustomer: I must be dyslexic ZMD\nHuman Agent: That was fine. I fixed that part, but there were other typos in the Device IDs.\nCustomer: D/static_file/13656a5d37_1_20250123104554.jpg\nCustomer: D/static_file/1b2657e62e_1_20250123104615.jpg\nCustomer: D/static_file/2207eff142_1_20250123104657.jpg\nHuman Agent: Thank you. Have you setup these cameras before? Or did you recently purchase these cameras used?\nCustomer: Set them up before, 7-8 years ago, finally have good enough WiFi to set up in my new place\nHuman Agent: The cameras are setup on a @bethel.edu email address and the first two characters are \"di\". Do you recognize the email address? If you do recognize it, then do you have access to that email inbox or the ability to log in to the Zmodo account?\nCustomer: That email no longer exists \nCustomer: It would be my wife’s old address\nHuman Agent: Do you have the invoice or order information from the purchase of the cameras?\nCustomer: I do not, it was a long time ago, I do have the original box they came in. \nCustomer: D/static_file/c7a7de7582_1_20250123105352.jpg\nHuman Agent: As these cameras are already bound to another account I can contact the previous account and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: Abrahamsenjack@gmail.com\nCustomer: All lower case\nHuman Agent: Thank you. I will get the Unbind Request email sent. Do you have any questions?\nCustomer: No , thank you for your assistance in this matter. \nHuman Agent: You're welcome."]
["Customer: I am trying to adda camera to my Zmodo account.  I'm getting a message that it's already bound to another account and I should delete it. I don't have any other account that I know of.\nCustomer: 1\nCustomer: The device id is ZMD12JK68230859\nCustomer: I currently only have one functioning camera on my account, and it is not this one.  The device number that I typed in here does not show up on my list.\nHuman Agent: Hi my name is Wendy.\nHuman Agent: ZMD12JK68230859 is connected to jl----@gmail.com\nHuman Agent: Do you have access to login to the app with this other email?"]
["Customer: I need a agent\nCustomer: Hello Grant, I have been trying to get assistance with a Pivot camera I purchased off Mercari. I have been having an email conversation with a support agent but I’m having some difficulties with my email service. \nCustomer: I have proof of purchase I can share with you. \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/c90103acc4_1_20241025102627.jpeg\nCustomer: D/static_file/d33d012169_1_20241025102701.png\nCustomer: D/static_file/a5efc13442_1_20241025102712.png\nCustomer: D/static_file/4f54dedc2f_1_20241025102728.png\nCustomer: D/static_file/d4aa6f1bc4_1_20241025102824.jpeg\nCustomer: https://www.mercari.com/us/item/m57419086336/\nCustomer: That’s the link, if you need it\nHuman Agent: I do not need a link to the listing. I see you sent several screenshots. Can you send a screenshot of the order information that includes the description, price, seller, and date in the screenshot?\nCustomer: I did \nCustomer: Pics #2,3,4 show that info\nHuman Agent: Can you send me a screenshot that includes all of that information in the picture?\nCustomer: That’s all that was provided to me from Mercari\nCustomer: What I provided was what is shown in my purchase\nHuman Agent: I understand. Can you take another screenshot that has the description, price, seller, and date in the screenshot?\nHuman Agent: I am asking for a screenshot that includes all of that information in the picture please.\nCustomer: The picture is the screenshot\nHuman Agent: Your screenshots have information distrubuted across different pictures and what kind of looks like different screens.\nHuman Agent: I am asking if you can take another screenshot that includes the description, price, seller, and date in one screenshot.\nCustomer: That’s how Mercari shows it\nCustomer: What am I supposed to do?\nHuman Agent: Right, but you can take another screen shot of your order information that includes all of the information in one picture?\nCustomer: I’m using the Mercari app\nHuman Agent: You took those screenshots yourself, correct?\nCustomer: Yes off my Mercari app on my phone\nHuman Agent: Can you please take another that includes the description, price, seller, and date in one screenshot?\nCustomer: No because the info is displayed on different pages \nCustomer: You have to click on details to get to the other screen\nHuman Agent: It looks like if you scroll down some on the screen before you tap on Details, it may show the information that I need.\nHuman Agent: It will need the description, price, seller, and date. Is the date on that screen?\nCustomer: D/static_file/b7c9fb164f_1_20241025103956.png\nHuman Agent: Thank you.\nCustomer:  That’s as far as it let’s me\nHuman Agent: Let me take a look at the information here and see if I can unbind th camera.\nCustomer: Thank you 🙏🏼 \nHuman Agent: That screenshot you sent has the description, price, seller, and date that I was requesting. So I was able to unbind the camera from the account that it was previously setup on.\nCustomer: Wonderful news thank goodness \nCustomer: Thank you. So I can go ahead and connect the camera to my app now?\nHuman Agent: Yes, you can connect the camera to your account because it is no longer setup on another account.\nCustomer: Great! Have a wonderful weekend! Thanks again for your help \nHuman Agent: You're welcome."]
["Customer: Hello,\nI'm trying to set up cameras but is says it's bound to another account\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need the cameras ID and Model number to look it up and see what account it is currently bound to. The ID will be on the cameras sticker and start with ZMD"]
["Customer: Hi\nCustomer: I have a wireless mini camera \nCustomer: I'm trying to set it up\nCustomer: Blue\nCustomer: It says already linked to another account but I don't have access to that account \nCustomer: Yeah\nCustomer: How can I contact them\nCustomer: Agent\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: FCC id?\nCustomer: ZK8-BFS23NM\nHuman Agent: No, not the FCC ID. It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD12KT45226952\nHuman Agent: Thank you. Have you setup the camera on another account before? Or did you recently purchase or receive the camera?\nCustomer: Recently received it \nHuman Agent: Do you have an invoice or order information from the purchase of the camera?\nCustomer: Nope..I got it in donation \nCustomer: No invoice \nHuman Agent: As this camera is already bound to another account I can send an Unbind Request for the camera. I will contact the previous owner and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: mayank.iowa@gmail.com\nCustomer: Is there any faster way ? \nHuman Agent: No, that is why I asked about if you had setup the camera on another account first and about the invoice or order information second. There are three options for unbinding the cameras, and we started with the easiest and quickest, and only are doing the Unbind Request as a last option.\nHuman Agent: I am getting the Unbind Request email sent out now. Do you have any questions about the Unbind Request process?"]
["Customer: Set up\nCustomer: I don’t use the email that I used when I first got this camera. What do I do?\nCustomer: How do I contact customer support?\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd24feh4203743\nHuman Agent: Thank you. Is that the only camera that you have on that account?\nCustomer: Yes, I purchased it quite a few years ago. I haven’t used it so now I’m trying to reuse it.\nHuman Agent: Alright, do you have the invoice or order information from the purchase of the camera?\nCustomer: I don’t have the receipt. This is Ben seven years ago I registered it under Marty Porter that’s my name\nCustomer: Well, I live in Oregon now I live in Arkansas. You should be able to see that from me using it back in the day.\nHuman Agent: As this camera is already bound to another account I can send an Unbind Request. I will contact the previous account and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: The old email count should be Porter 1623 @Gmail that’s what I had the camera hooked up to\nHuman Agent: That is not the email address that the camera is setup on. What is the best email to reach you when I receive a reply or at the end of 30 days if we hear no response?\nCustomer: Then it might be Oregon builds\nHuman Agent: I have the account and am getting the Unbind Request sent to the email address on the account. What I need from you is an email address to contact you at when I receive a reply or at the end of 30 days if we hear no response?"]
["Customer: I'm trying to get logged into my account my daughter changed my phone and I'm unable to log into my account on my new phone \nCustomer: I can't remember password \nCustomer: Problem is I don't have access to the old email to do the verification code \nCustomer: Is there a number to call \nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you able to send me the cameras ID number so I can look up the device first. the ID numebr will start with ZMD or GSG and not have any dashes or FCCID in it.\nCustomer: D/static_file/408093a9a7_1_20250207105301.jpg\nCustomer: Did it come thru ok \nHuman Agent: Yes it just came in now, let me look up this device now, one moment\nCustomer: Ok\nHuman Agent: Okay, it looks like this camera is tied to an account that was created with an email, To remove it from this account we can do the Unbind process. For that it has two options, would you be able to send me a photo of the invoice from when you purchased the camera at all? if thats not an option then we can do an Unbind request instead, jsut elt me know if you do have that or have the ability to get that (screenshot of an online invoice also works)\nCustomer: I don't have access of the invoice \nCustomer: My new email address is papawg1948@gmail.com\nHuman Agent: Okay, I will send an unbind request, if we receive a response of approval or if after 30 days of no response occurs I will unbind the device and notify you, is the best email to notify you the papawg1948@gmail.com email?\nCustomer: Yes that will be great \nHuman Agent: Okay, I sent the unbind request now. Any other questions before we close the chat?\nCustomer: I want to keep my services just need the new email in place \nCustomer: Papawg1948@gmail.com\nCustomer: I'm going to wait for a email correct? How long will it take for a email \nHuman Agent: yeah, I cant unbind the device for you to move the camera today unless the other account responds to the unbind request or until the minimum wait time occures which is 30 days from today. Its our Protection policy procedure for the unbind process. Only way to bypass the Unbind request and unbind the device sooner is with the devices invoice.\nHuman Agent: the unbind request goes to the email of the account the camera is currently bound to. \nCustomer: I think I got it all figured out \nHuman Agent: Okay, great, jsut keep an eye on my email regarding the unbind, have a great day.\nCustomer: Hello are you still there \nHuman Agent: Yes I replied above\nHuman Agent: I said Okay, great, just keep an eye on my email regarding the unbind, have a great day."]
["Customer: Set up\nCustomer: My cameras keep saying they are connected to another account\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What are the ID of the cameras?"]
["Customer: Why I can't watch on my iPad \nHuman Agent: Hello, you've reached customer care, my name is Kylie. What type of tablet do you have?"]
["Customer: Hello I wanted to reset my password but the process requires that I get a text send to an old mobile # (702-569-5859) but I changed my mobile # when I moved to Virginia. What do you suggest?\nCustomer: Who do I call? What’s the support number?\nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie, If your account was created with that phone number, and the phone number is no longer is use, unless you know the password to get back into the account again you wont be able to reset the password properly. Do you know what the previous password was? if you do and are able to get logged in there is a differe3nt way to reset the password using the old password but it requires being logged into the account in order to be utilized."]
["Customer: Set up\nCustomer: Set up\nCustomer: I'm having trouble with a password.  What are the password requirements?\nCustomer: I'm having trouble with a password.  What are the password requirements?\nHuman Agent: Hi my name is Wendy.  The app password needs to be between 8-15 letters/numbers long\nHuman Agent: Hi my name is Wendy.  The app password needs to be between 8-15 letters/numbers long\nCustomer: i tried that but the app doesn't seem to accept it\nCustomer: i tried that but the app doesn't seem to accept it\nHuman Agent: Do you get an error message when trying to update the password?\nHuman Agent: Do you get an error message when trying to update the password?\nCustomer: i am create my account for the first time\nCustomer: i am create my account for the first time\nHuman Agent: okay when you are entering your password do you get an error message? or what happens?\nHuman Agent: okay when you are entering your password do you get an error message? or what happens?\nCustomer: the 'continue' button does now light up\nCustomer: the 'continue' button does now light up\nHuman Agent: This is the message you get when entering the password?\nHuman Agent: This is the message you get when entering the password?\nCustomer: after i 'confirm' my password i cannot tap continue, it doesn't allow me to\nCustomer: after i 'confirm' my password i cannot tap continue, it doesn't allow me to\nHuman Agent: Do you see any messages on the screen that say why it doesn't allow you to tap on continue?\nHuman Agent: Do you see any messages on the screen that say why it doesn't allow you to tap on continue?\nCustomer: no\nCustomer: no\nHuman Agent: Could you provide a screenshot of what you are looking at?\nHuman Agent: Could you provide a screenshot of what you are looking at?\nCustomer: dont think i can do that now\nCustomer: dont think i can do that now\nHuman Agent: You could email it to me - support@zmodo.com\nHuman Agent: You could email it to me - support@zmodo.com\nCustomer: im chatting with you on a desktop and the app is on my phone.  not sure how to email it to you\nCustomer: im chatting with you on a desktop and the app is on my phone.  not sure how to email it to you\nHuman Agent: if you have your email on your phone you could screenshot what you are looking at on the app then email it to me\nHuman Agent: if you have your email on your phone you could screenshot what you are looking at on the app then email it to me\nCustomer: dont know how to screenshot\nCustomer: dont know how to screenshot\nHuman Agent: okay\nHuman Agent: okay\nCustomer: i am on Create your Account and have put in my email and created a password & confirmed it but i can't continue from that point\nCustomer: i am on Create your Account and have put in my email and created a password & confirmed it but i can't continue from that point\nHuman Agent: Could you please try and sign up for a new Zmodo app account on the web app from your computer?  \n\nhttps://user.zmodo.com/signup\nHuman Agent: Could you please try and sign up for a new Zmodo app account on the web app from your computer?  \n\nhttps://user.zmodo.com/signup\nCustomer: i will try that\nCustomer: i will try that\nHuman Agent: ok thanks\nHuman Agent: ok thanks\nCustomer: i was able to do it that way, thanks.\nCustomer: i was able to do it that way, thanks.\nHuman Agent: great! Glad you got it\nHuman Agent: great! Glad you got it"]
["Customer: is there a zmodo app for a chrome hd tv stick\nCustomer: it's on chromecast hd \nCustomer: yes is there an app to see the zmodo cameras \nCustomer: I looked for it on chromecast hd and they said there was no app\nCustomer: I have the app downloader how would you download zmodo app with it\nHuman Agent: Hello, you've reached customer care, my name is Kylie, we sadly do not have an app for Chromecasts,\nCustomer: then how do I see the cameras on a chromecast hd \nHuman Agent: if you are able to use an app downloader to download the Zmodo app unfortunately it will not function properly on it as it was not formatted for that purpose so it will not work. If you perhaps have a computer you can log into the web app and try casting the screen onto your Chromecast to display it onto there, however it will time out after about 15 minutes and you would need to refresh the page on the computer\nCustomer: or is there a mirroring app for chromecast hd that works to mirror the app on there\nHuman Agent: im unsure, there may possibly be a third party app out there but none that I am aware of that works properly. Most we have tried will not display the video of the cameras properly. \nHuman Agent: you can try casting from the web app, but casting from the app just is not possible. \nCustomer: I mean an app the you can cast anything from your phone to the chromecast hd \nCustomer: that you know of\nHuman Agent: the problem arises that for the App specifically the video does not cast over properly at all. From the Web app which is in a browser it displays properly. \nCustomer: no a mirroring app that you can download from the play store that can mirror your phone to the chromecast hd \nCustomer: I don't know which one to choose \nHuman Agent: None that I am aware of. You may feel free to try out those options to see if they will work for you but that goes beyond my scope to be able to provide assistance to you unfortunately. \nCustomer: ok\nHuman Agent: Is there anything else I may assist you with today?\nCustomer: but do you know when the zmodo will be available on chromecast hd \nHuman Agent: As far as I'm aware this is not a feature the developers have worked on, its possible that may change in the future but we in customer care have not been made privy to any announcements for that unfortunately.\nCustomer: yes do you know when the zmodo app on chromecast hd\nCustomer: hello \nHuman Agent: Yes I responded, sometimes it doesnt show here is what I said \"As far as I'm aware this is not a feature the developers have worked on, its possible that may change in the future but we in customer care have not been made privy to any announcements for that unfortunately.\""]
["Customer: How do I remove/close my account?\nCustomer: Agent\nCustomer: Set up\nCustomer: I need to close this account\nHuman Agent: Alright, I will send you an email with our Data Subject Rights form. You will just want to complete the form and then we will get your account deleted.\nCustomer: OK\nHuman Agent: I sent the email with the form. Just reply to that email with the completed form and I will get it sent to my supervisor to delete the account."]
["Customer: None of my cameras are on my phone. What you think?\nHuman Agent: Hi my name is Wendy.\nHuman Agent: I see 4 cameras connected to this email.  \nHuman Agent: You are unable to view the live feed from your cameras?\nCustomer: Yes\nHuman Agent: Please let me know in more detail what you are needing help with\nCustomer: Phone says no devices\nHuman Agent: On the phone tap on \"me\" in the lower right corner, what email or phone number is listed at the top of the screen?\nCustomer: I did, nothing happened \nHuman Agent: What email or phone number is listed at the top of the screen? or please provide a screenshot of what you are looking at\nCustomer: 814-520-2374\nHuman Agent: You see a phone number listed at the top of the screen?  Log out of the app then login with email waltsalt54@gmail.com\nCustomer: I'll try\nHuman Agent: Okay.  There isn't a phone number account under 814-520-2374 so are you sure that is the number listed on the top of the screen of the Zmodo app?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Camera belongs to another account it’s telling me when setting up because the camera was given to me.\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  It looks like your having some trouble with the setup, are you trying to set up a new camera or reconnect a device that was online/setup in the past?\nHuman Agent: Okay, I will need to look up the device to see what kind of account its bound to, can you send me all the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid. \n\nCustomer: Setting up a new camera that was given to me, but it keeps saying belongs to another account\nCustomer: Ok\nCustomer: D/static_file/8fe90e7a9f_1_20250304163800.jpg\nHuman Agent: One moment while I look up this device\nCustomer: Thank you\nHuman Agent: It looks like this camera is tied to an account that was created with an email, To remove it from the account we would have to go through the unbind process. The unbind process can be done 2 ways, either 1 by you sending me the original purchase invoice which I would match to the camera, or option 2 is where I would send an unbind request to the acct the camera is bound to. Do you have the original invoice at all?\nCustomer: No invoice unfortunately \nCustomer: He was given to me by my father-in-law and mother-in-law so if you could send them a unpinned request to the phone number or email that would be great\nHuman Agent: Okay, For the unbind request option I would send the unbind request to the email of the account the camera is bound to, Once I receive a response of approval or if after 30 days of no response occurs then I would unbind the device and notify you. Is the best email to notify you the akillease88@gmail.com email?\nCustomer: Yes correct\nHuman Agent: Okay perfect, I will send the unbind request now, One moment\nCustomer: Is it to sharonreneerabon@yahoo.com?\nHuman Agent: No, I cant give you the whole email, but I can give you the first 3 letters and the domain, it is sra******@horrycountyschools.net \nCustomer: Ok that’s alright \nCustomer: Thank you for your time\nHuman Agent: I sent the unbind request now, so the process has been successfully started. Once I receive a response or the 30 days occur then I will notify you so just keep an eye on your email for the messages from me later on, sometimes they can go to spam. \nHuman Agent: Any other questions before we go for the evening?\nCustomer: So as soon as she accepts the request you can unbind it from your side?\nCustomer: Whether it’s today or tomorrow?\nHuman Agent: When I receive a response of approval I will unbind the device. We only have live agents until 6PM central time so if they respond after that time the soonest I would be able to unbind the device is tomorrow. Our hours for are 9AM-6PM Mon-Fri for live support. \nCustomer: Ok thank you \nHuman Agent: No problem, thank you as well. Have a wonderful night."]
["Customer: Hi I recently bought some of your cameras from a thrift shop and is unsuccessful in connecting \nHuman Agent: Hi my name is Wendy.  Please let me know the device IDs on the cameras that you have.\nHuman Agent: The IDs will be listed on stickers on each camera.  They will start with ZMD or GSG\nCustomer: Gsg5001c0135942\n\nCustomer: Gsg5001c\nCustomer: Hello Wendy \nHuman Agent: Hi \nHuman Agent: GSG5001C0135942 shows online it is connected to tr----@icloud.com\n\nIf you do not have access to this account please unplug the camera from power.\nHuman Agent: Do you have a receipt for the camera?"]
["Customer: Troubleshooting\nCustomer: Hello, How can I remove a device from my account, I try it on the app but it doesn't do nothing I press the button remove device but i get a promt saying Zmodo app has stopped, And now I trying to do on the web but I don't se an option to remove\nCustomer: If there a possibility to remove it remote\nCustomer: The app still crashing when I press the button\nHuman Agent: Hi my name is Wendy.  Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: Okey are two cameras, the firts one is ZMD17FVI7800063, and the second is ZMD19G1IHC07361\nHuman Agent: ZMD17FVI7800063 & ZMD19G1IHC07361 are connected to da-----@hotmail.com\nCustomer: Yes is correct\nHuman Agent: Do you have access to this email?\nCustomer: Yes\nHuman Agent: Are you wanting the cameras deleted to set them up to a different account?\nCustomer: Yes thats correct\nHuman Agent: okay I will send you a message shortly to that hotmail email.  Please reply back to the message I send in just a few moments\nHuman Agent: Okay I just sent the message.  please reply back letting me know you approve the camera unbind and I will unbind the 2 cameras for you.\nCustomer: Thank you for your help, I will be attentative for the email\nHuman Agent: you're welcome"]
["Customer: Set up\nCustomer: Says it is already connected to a diff account \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I cant see it at the moment  it is too high up\nCustomer: I wished I would have never upgraded the app,  what a pain in the ass this is.. \nCustomer: Ok got them\nCustomer: Zmd146G2DA215323\nCustomer: Zmd14G2DA210576\nCustomer: Zmd14G2DA210587\nCustomer: What is the next step\nCustomer: I know these were listed under my husbands old aol account that he no longer has access to. That is the only thing I can think of. \nCustomer: I would like to have them under my account.. MsLaurie2000@aol.com"]
["Customer: I'm trying to use see my cameras from the website how do you do that\nCustomer: I tried and all it dose is take me to the store\nCustomer: no I want to see my cameras I'm not trying to go to the store\nCustomer: ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. are you trying to view the cameras from a phone or a computer?"]
["Customer: Set up\nCustomer: I have the doorbell camera and I’m trying to set it up via ezlink but the light is solid blue and not flashing green\nCustomer: How to I reset it\nCustomer: How do I reset the camera?\nCustomer: It’s solid blue but my phone didn’t pair to it\nCustomer: The light is solid blue but it’s not connected to the app\nCustomer: How do I reset the doorbell camera to factory settings \nCustomer: Where is the reset button\nCustomer: Can I speak to a human \nCustomer: I’m trying to find the reset button on the greet\nCustomer: I don’t know where the reset button is on the Zmodo greet doorbell \nCustomer: I would like to talk to someone that does\nCustomer: A human\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Yes one second \nCustomer: ZMD12GQB7206128\nHuman Agent: There is not a reset button on that camera. The camera is bound to another account. Have you setup this camera before? Or did you recently purchase or receive this camera?\nCustomer: I moved into a rent house and it was here already. How do you unbind it? \nCustomer: How do you remove it from another account?\nHuman Agent: As this camera is already bound to another account I can send an Unbind Request. I will contact the previous owner and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: My email is parkerbailey1995@yahoo.com \nHuman Agent: Thank you. Do you have any questions about the Unbind Request process?\nCustomer: Nope sounds good to me."]
["Customer: Asistente \nCustomer: Yes\nCustomer: Para eliminar una camara de mi aplicación \nCustomer: Asistente\nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon. Puede eliminar un dispositivo presionando configuración en la página de inicio a la derecha de \"Mis dispositivos\", seleccione el dispositivo, presione ... en la parte superior derecha, luego elija eliminar o eliminar el dispositivo allí.\nCustomer: La aplicación se cierra y no me deja eliminar \nCustomer: Para que me ayude\nHuman Agent: ¿Qué dispositivo estás intentando eliminar?\nCustomer: Tienda\nCustomer: El nombre está como tienda\nHuman Agent: Bien, ha sido eliminado. Si todavía aparece por tu parte, puedes desplegar la página de inicio y desaparecerá. De lo contrario, desaparecerá por sí solo en un momento. ¿Hay algo más en lo que pueda ayudarte?\nCustomer: Gracias es todo por hoy\nHuman Agent: ¡Muy bien, que tengas un buen día!"]
["Customer: trying to reset all my cameras and delete from old account , but don’t have information to old account \nCustomer: contact support\nCustomer: zmd12jq68241450 -1\nzmd12jq68241455 -2\nzmd12jq68241654 -3\nzmd12jq68241514 -4\nHuman Agent: Let me take a look at those cameras.\nCustomer: no recent , purchased from friend\nCustomer: receipt \nHuman Agent: Alright, it looks like the third camera you already connected to your account. Let me check with the other three here. And you do not have a receipt or any sort of order information from the purchase of the cameras. Am I understanding that correctly?\nCustomer: just trying to reset them\nHuman Agent: Yes, I understand, that is why I wanted to confirm that you do not have an invoice, receipt, or order information from the purchase of the cameras.\nHuman Agent: As these cameras are already bound to another account I can contact the previous account and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: acstevenson03@icloud.com\nHuman Agent: Thank you. Do you have any questions about the Unbind Request process?\nCustomer: one of them is already connected i’m just missing the 3\nHuman Agent: Yes, the other three are on another account. That is why we are sending the Unbind Request email to the account those cameras are setup on.\nCustomer: okay i just contacted them \nHuman Agent: Okay, we actually just got a bounce from the email being undeliverable so one moment please\nHuman Agent: Alright, since the email was undeliverable, we were able to unbind them so they may now be freely set up. \nHuman Agent: In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\nCustomer: they asked what email or phone number you sent it too\nCustomer: ok thanksss\nHuman Agent: No problem. Let me know if you have any trouble with setup now that they're unbound."]
["Customer: Need some one to call \nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\nCustomer: Ok speak over the phone\nHuman Agent: I sent the call scheduler, the times are for central time and when entering the phone number do not put spacing or dashes at all.\nCustomer: How do I change the pass code for the camera \nHuman Agent: The camera itself does not have a password, do you perhaps mean the password for the account? \nCustomer: No, the app for the camera has a password \nCustomer: I need to change it\nHuman Agent: No, the cameras themselves do not have passwords.\nHuman Agent: Is the camera offline? if the camera is offline then you would go through the setup with the Wi-Fi for the camera to set it back up again. \nCustomer: Someone else has access to my camera how do I disable them\nHuman Agent: You would reset the account password to kick others out from having access to the account."]
["Customer: Troubleshooting\nCustomer: My cameras all went off the network at once. They are disconnected and I can’t get them back up.\nCustomer: The camera light is currently read all the time.\nCustomer: It says the camera is bound to another account.\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Need to reset below listed 3 Cameras.\nZMD12EL83001359\nZMD12EL83000835\nZMD18CEIH800825\nCustomer: Need to reset the above 3 cameras\nCustomer: Need assistance \nCustomer: Reset the cameras\nCustomer: How do I reset the cameras \nHuman Agent: Hi my name is Wendy.\nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: ZMD12EL83001359\nZMD12EL83000835\nZMD18CEIH800825\nHuman Agent: ZMD12EL83001359 & ZMD18CEIH800825 connected to sa----@gmail.com\nZMD12EL83000835 is this camera brand new? or has it been setup before?\nCustomer: I bought 4 cameras at a thrift store and was able to connect one.\n\nHuman Agent: If the ID on ZMD12EL83000835 is correct you may be able to set this one up but the other 2,  I will contact the previous account on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous account. If the request is denied then I would need the original invoice for anything further.\n\nCustomer: Ok thanks \nHuman Agent: You're welcome\nHuman Agent: I will email you as soon as the 2 cameras have been unbound\nHuman Agent: Keep them unplugged from power until they can be unbound"]
["Customer: Need to delete all devices been hacked changed everything they still keep resetting it please delete cameras from meeks4life3@gmail.com only my iPhone 14 max plus should be on account please email support \nCustomer: Can you please tell me what devices are on my account \nCustomer: Agent \nCustomer: Someone else is useing my account \nCustomer: Won’t let me delete \nCustomer: Meeks4life3@gmail.com and my iPhone 14max plus 918-918-0929 should be only access \nCustomer: My motel has been compromised need to delete\nCameras won’t let me \nHuman Agent: Alright, let me take a look. You want all of the cameras on your account removed from your account?\nCustomer: Had service for 10 years\nCustomer: Do not wanna be subscribed to anything?\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: Yes \nCustomer: Someone else has subscribed \nHuman Agent: Open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option.\nCustomer: Not there\n It is\n On someone els\nE\nPhn \nCustomer: The subscription is on somebody else’s phone\nHuman Agent: Then you would need to be logged in to the Apple account that the subscription was started on to cancel it.\nCustomer: I want to report  5 cameras stole\nN \nCustomer: It’s in someone else’s name. It isn’t on my phone. The subscription.\nCustomer:  don’t know what you’re not understanding\nCustomer: My cameras have been stolen and access to them\nHuman Agent: I am unable to cancel the subscription as it is managed through your Apple account. I cannot do anything if it is on another phone.\nCustomer: So they can just hack and use my stuff\nCustomer: Can you suspend the cameras?\nHuman Agent: If you want them on another account, then they can be removed from your account so that you can set them up on another account.\nCustomer: I want to report them stolen\nCustomer: Yes close my account \nCustomer: Remove and close everything \nHuman Agent: That would not do anything about the subscription that was started on the cameras. That would just remove them from the account so you can set them up on a new account. They would still be subscribed through the original subscription.\nCustomer: Meeks4lofeneefs to go away and disable all cameras \nHuman Agent: I can remove the cameras from the account. Please give me a few minutes to do that. That will not cancel the subscription, however. The subscription would need to be canceled through Apple.\nCustomer: Remove all cameras \nHuman Agent: I have removed the five cameras from your account.\nCustomer: Now can you send me reset password \nHuman Agent: No, I cannot reset your password. If you want to reset the password, you can go to the login page and tap on Forgot Password.\nCustomer: Can you sign out for all other devices been dealing with this all weekend \nCustomer: Only 14 max plus should be on \nHuman Agent: If you reset the password it will log out other devices. But I thought you wanted to remove the cameras from the account so you could set them up on another account? If you wanted to keep the same account, then you can just reset the password, you would not need to remove the devices from the account."]
["Customer: Set up\nCustomer: My cameras are connected to another account that I don’t have access to anymore so I need to reset my cameras\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Help\nCustomer: Agent\nCustomer: My cameras are solid blue when I plugged them in they linked to another email, but I don’t have access nor can I remember what email they are so I powered them down and I’m contacting you guys like it says to do\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/14fc060366_1_20240913145209.jpg\nCustomer: D/static_file/cb8d6e96ed_1_20240913145242.jpg\nHuman Agent: Those cameras are setup on a @gmaiol.com email address and the first two characters are \"be\". Do you have another email address that you may have setup the cameras on?"]
["Customer: Hi Mira, were you able to see/read my previous text?\nCustomer: Is it possible to speak with a human?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Were you able to read my previous text?\nHuman Agent: Do you mean a previous chat? There's nothing above the chat with you talking to the Bot. \nCustomer: I'm sorry,  I meant the chat.  My husband has been trying to log in on his phone all day.  He cannot get in.  It keeps saying everything is wrong, the email,  the password,  the verification code...  \nHuman Agent: Okay, Yes I was able to see the previous chats, I sent him how to try and reset the password before and he said he would let you handle it, I will re send those directions, one moment. \nCustomer: Thank you\nHuman Agent: To reset the password you would log out of the account from the Me section of the app (if logged in still), click login, then click forgot password, then it will have you go through the password reset process where it sends a code to the email to do the reset in the app.\nHuman Agent: If you have any trouble just let me know what step/part you have trouble with\nCustomer: He is unable to log-in .  It keeps saying Authentication failed.  This is also after several times trying to reset the password. \nHuman Agent: Okay, what email is he trying to login with?\nCustomer: dkpdkpsr@gmail.com \nHuman Agent: Is his phone currently connected to Wi-Fi or is it using data?\nCustomer: Wi-Fi\nHuman Agent: Okay, something we can try is I can have it send the Reset code from my end to the email dkpdkpsr@gmail.com , you would once it is received just message it to me in the chat here and I will reset the password to abcd1234 so you then can login with that password and once logged in then you can try to reset it again from inside the account to whatever you would like. You up for trying it that way?\nCustomer: Yes \nHuman Agent: Okay, its sending the code now\nCustomer: 107359\nHuman Agent: That code worked and it is now reset the password to abcd1234.\nHuman Agent: Try having him login with that password now.\nCustomer: He tried, it says the account already exist\nHuman Agent: sounds like he is trying to create an account not log into the account try again\nCustomer: But, he still cannot get in.\nHuman Agent: If he is in the account creation area in the app it will not let him in, try backing up then click login and try again. \nHuman Agent: We will be closing at 6PM central time which is in 10 minutes. I can follow up via email or send the call scheduler if you prefer, or we can just chat until 6PM what would you like to do?\n\nCustomer: He tried again,  it still says the user already exists.  \nHuman Agent: it will only say that if hes trying to create an account instead of logging into the account.\nCustomer: Okay, he is trying again. \nHuman Agent: Okay, all he should click on is login, login with email, input the email and the abcd1234 password and tap login.\nHuman Agent: also did you see my message above about closing? do you want me to follow up with an email or send the call scheduler to you before close?\nCustomer: Okay, he just got in.  But he cannot get to the camera\nHuman Agent: what does he see?\nCustomer: Then, it says connection time out\nHuman Agent: Currently the camera is saying it is offline.\nCustomer: How do get it online?\nHuman Agent: You would have to troubleshoot with the device.\nHuman Agent: There's not enough time to explain and do that with closing, would you like to follow up with email or schedule a call?\nCustomer: Okay, he is going to deal with it next year.  Thank you. \nHuman Agent: Okay, Have a good day."]
["Customer: Hello I bought my home along with the cameras trying to get access to them but they are bond to another account \nCustomer: Customer support I have all 3 ZM \nCustomer: Trying to gain access to the cameras on my house \nHuman Agent: Alright, could I have the Device IDs of the cameras?\nCustomer: ZMD14GIDA229716\n\nZMD14GIDA228055\n\nZMD14DCDA206167\nCustomer: D/static_file/61504dab62_1_20240916173618.jpg\nHuman Agent: As these cameras are already bound to another account I will send an Unbind Request. I will contact the previous owner and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: Nicklovejoy90@gmail.com\nCustomer: He said he already deleted them \nHuman Agent: Thank you. Do you have any questions about the Unbind Request process?\nCustomer: Yes I don’t know how to work these cameras \nCustomer: D/static_file/9bbcb935c7_1_20240916174034.png\nHuman Agent: The cameras would need to be unbound from the account they are connected to before they can be setup on your account.\nHuman Agent: That is what the Unbind Request is for.\nCustomer: And how do you unbind them so I can tell the seller \nHuman Agent: As I said, I will send an Unbind Request email to the email address that the cameras are bound to.\nCustomer: Okay I will let him know when are you going to send it \nHuman Agent: I've already sent it.\nCustomer: Okay he said to try now he did what the request said to do \nHuman Agent: Okay, then you can do the QR Code setup to connect the cameras to the Wi-Fi network and account.\nCustomer: Where do I locate that option \nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nHuman Agent: I want to let you know that the Live Chat support will be closing in 10 minutes. If we run out of time, then I will send you an invitation to schedule a callback.\nCustomer: It only let me connect one camera \nHuman Agent: It looks like two of the cameras are connected right now.\nCustomer: Just one from my end for some reason \nHuman Agent: If the light in the other camera is flashing green, then you will do the QR Code setup. If it is solid blue, then you can try the LAN Search in the app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nHuman Agent: You probably quit the setup before it connected. You can refresh the app.\nHuman Agent: The Live Chat support is closing for the evening. You can tap on Schedule Call to make a callback appointment if you would like."]
["Customer: Troubleshooting\nCustomer: Hello saying I need to reset \nCustomer: How to reset to factory settings\nCustomer: How do I unbound them\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What are the IDs of the cameras that you are trying to have unbound?\nHuman Agent: The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: I am having some technical trouble connecting to my camera can you help me with connect problem \nCustomer: Red green and blue and the product raise is zmodo\nCustomer: How to make a camera \nCustomer: What is you porpoises \nCustomer: Are you a human being \nCustomer: Have you ever been in love \nCustomer: How is your life like being a AI\nCustomer: Can I ask you something \nCustomer: Do people ask you weird questions daily \nCustomer: Can you please help me make a 3000w amplifier \nCustomer: Could you please send me a picture of a 3000w amplifier \nCustomer: Who was the first person to create a light bulb \nCustomer: Who was your creater \nCustomer: Hi\nHuman Agent: Hello, you've reached customer care, my name is Kylie. You were talking to our chatbot, please don't abuse it. Do you need any assistance from us today?\nCustomer: Who is your creater\nHuman Agent: Do you need assistance with your cameras or your account?\nCustomer: Are you a AI\nHuman Agent: No, I am not. Do you need any assistance with your cameras or your account? If you do, then how can I assist you?\nCustomer: D/static_file/aac612ab4e_1_20241219134817.jpg\nCustomer: Yes please help me \nHuman Agent: Why are you sending me stock footage of a cookie? How can I assist you?\nCustomer: As I say earlier yes please help me \nCustomer: With my camera \nHuman Agent: You will need to tell me what you need help with in order for me to assist you.\nHuman Agent: What assistance do you need with your camera?\nCustomer: I need to connect to it but it seems like it's not \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: The ID is zk8BFS23NM\nHuman Agent: That is the FCC ID, not the Device ID. It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Ok just give me a second I will send a picture of what I am dealing with \nCustomer: D/static_file/14217815fe_1_20241219135739.jpg\nHuman Agent: Thank you. The ID is right there beneath the barcode. Let me take a look.\nHuman Agent: It looks like that camera is setup on a different account. Have you setup the camera before? Or did you recently purchase or receive the camera used?\nCustomer: It on my friend account so can't I be on two accounts \nHuman Agent: The camera can only be setup on one account at a time. So you would either want to log in to the account the camera is setup on, or your friend can share the camera with your account.\nCustomer: Ok I'll know what to do thanks you're very nice \nHuman Agent: You're welcome. Do you have any other questions?"]
["Customer: HI.  I AM LAW ENFORCEMENT AND LOOKING FOR INFORMATION ON HOW TO DO A PRESERVATION ORDER FOR CAM FOOTAGE\nHuman Agent: Hello, you've reached customer care, my name is Kylie. For the preservation request you will have to reach out to our legal team, the email for the legal team is legal@zmodo.com"]
["Customer: Hi, we just bought a house that has zmodo cameras but there's no box with them\nHuman Agent: Hi my name is Wendy.\n\nPlease provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: Yea,we just bought  house that has zmodo security camera outside. Previous owner stated connect them to zmodo box but there isn't one.\nCustomer: OK give me a min.\nHuman Agent: ok\nCustomer: They're zp-ibh15-w model number. We have 8 of them.\nHuman Agent: okay this type of camera can be used with out a NVR.  If you let me know the device IDs starting with ZMD I can check if they are bound to an account.\nCustomer: I have no idea what you're talking about. NVR And where do I find the device ID?\nHuman Agent: D/static_file/d2be5003c8_1_20241009163921.png\nHuman Agent: the ID will be on a sticker on the camera and start with ZMD\nHuman Agent: You said \" Previous owner stated connect them to zmodo box but there isn't one.\" Zmodo box/NVR - you can use this type of camera without a Zmodo box or NVR.\nCustomer: Zmd 12fe83220757\nHuman Agent: ZMD12FE83220757 is connected to mo----@yahoo.com\nHuman Agent: I can contact the previous account on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous account. If the request is denied then I would need the original invoice for anything further.\n\nHuman Agent: Just let me know if you would like me to send out the unbind request for you.\nCustomer: I guess so. Have no idea where the previous owner went to. He just said the box was in the living room but there isn't one. Something about downloading zmoto app to my phone and do a setup.\nHuman Agent: after the cameras have been unbound you can set them up on the Zmodo app.  You can download the Zmodo app for free from apple app store or google play\nHuman Agent: What is your email so I can send you an email after the cameras have been unbound?\nCustomer: How do you unbind them? Through the owner?\nHuman Agent: yes I will contact the owner and ask them if we can unbind them for you\nHuman Agent: What is your email so I can send you an email after the cameras have been unbound?\nCustomer: OK, great. My email is deadeyedurf@gmail.com\nHuman Agent: okay thanks.  After the cameras have been unbound I will email you.\nCustomer: Thank you for your help!\nHuman Agent: You're welcome. have a great day!"]
["Customer: Troubleshooting\nCustomer: Agent \nCustomer: I have been having trouble with the app just hanging. When I want to view the videos it oftentimes doesn't load. I have to either clean the cash or restart my phone for everything to work correctly. Samsung told me to put the app in deep sleep. Everything seems to be working fine now but what are the ramifications of this for my security cameras? Is it okay to leave it in deep sleep?\nHuman Agent: So, looking at what Deep Sleep does, it looks like it just means the app will not run in the background and will run when you have the app open. That would not change anything about the cameras. The cameras connect to your Wi-Fi network and not your phone, so they would still be online and recording.\nCustomer: Thank you!\nHuman Agent: You're welcome."]
["Customer: The detection area won’t expand or move\nCustomer: It won’t let me adjust it \nCustomer: The detection area on the camera will not let me adjust it\nCustomer: I did that. Still won’t do it\nCustomer: It is working. But it will not let me adjust the detection area\nCustomer: Wow. \nCustomer: I need help with the detection area. Camera is working just fine but the detection area will not move or adjust\nCustomer: Stop sending me that. \nCustomer: No\nCustomer: I need help with the detection area. It is not functioning correctly \nCustomer: It’s still not letting me adjust it \nCustomer: I’m trying to adjust the detection area\nCustomer: It still is not letting me adjust the detection arwa\nCustomer: I did that. It still is not letting me adjust the detection area\nCustomer: -1\nCustomer: The detection area on my camera is not letting me adjust it or widen it\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Detection area\nCustomer: Is there something wrong with the camera\nCustomer: Detection area troubleshooting \nCustomer: Customer service\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Have you tried deleting and reinstalling the app at all?\nCustomer: No I have not. All of my other cameras are able to be adjusted \nCustomer: The detection area on my kitchen camera will not adjust\nCustomer: Hello?\nCustomer: Hello??\nHuman Agent: What do you see when you go to the Detection Area settings for that camera?\nCustomer: Just a small square at the bottom left corner \nCustomer: But if it’s live I can see everything \nHuman Agent: Changing the Detection Area does not change what the camera is able to see. It just changes how the camera will create a motion alert if it detects motion.\nCustomer: Exactly. I’m trying to move the detection area. It won’t let me make it bigger or move it at all\nHuman Agent: Are there blue lines on the corners of the box on the screen?\nCustomer: Yes\nHuman Agent: You can tap on hold on one of those corners and drag it to change the detection area size. If you want to keep the size and just move the area, you can tap and hold in the middle of the detection area and drag it to where you want it to be.\nCustomer: It won’t let me do anything with the box at all. \nHuman Agent: Alright, then you can try restarting the app by closing the app completely (not just minimizing it) and then opening it again. You can also restart the phone to restart the app. If that does not work, then you will want to uninstall and reinstall the app.\nCustomer: I’ve tried that multiple times. My other cameras let me move the detection area. This is the only one it won’t let me do anything with\nHuman Agent: Oh, I apologize. At the beginning of the conversation you said that you had not uninstalled and reinstalled the app.\nCustomer: I’ve done it prior to today. I’ve tried my other cameras and it lets me adjust the detection area. But not on this specific one \nHuman Agent: Okay, that is just why I asked because you said you have not done it. I would recommend trying it again. Or do you have another phone or tablet you can use?\nCustomer: I do not. \nHuman Agent: Then I would recommend trying to uninstall and reinstall the app again here. \nCustomer: Is that the only solution? I just set these up since my wife changed 10 minutes prior to this conversation. \nCustomer: Wifi*\nHuman Agent: Yes. This would not be related to the Wi-Fi network. This is an issue with the app.\nCustomer: For only 1 out of 5 cameras??\nHuman Agent: It is controlled by the app, not by the camera. So it would not be caused by the camera. The only thing that we are interfacing with is the app. So it would be the app that is causing the problem. Changing the Detection Area does not actually change anything on the actual camera.\nCustomer: Why do the other cameras allow me to adjust the detection area then?\nCustomer: & I understand it doesn’t change anything on the camera. I want to change the area where it notifies me…. I understand that. \nHuman Agent: I do not know what the exact cause of the bug or issue is with the app. It is an error in the app so it is not letting you adjust it on this camera. The only other thing it could possibly be is an issue with the phone itself. Either with that part of the screen or you may want to restart the phone."]
["Customer: Hi Mira. I want to delete a camera from my account. how can I do this?\nCustomer: there is no gear button\nCustomer: My subscription is expired on the camera and there is no live view or gear icon to delete the device\nCustomer: I want to contact customer support\nCustomer: agent\nHuman Agent: Hi my name is Wendy\nCustomer: hello wendy\nHuman Agent: Are you wanting to delete camera ZMD13F8E2218718 TruongZmodo\t?\nCustomer: I want to know how to delete a camera from my account\nCustomer: yes\nCustomer: I am giving the camera to a friend so they can set up an account\nHuman Agent: I can delete it for you. just a moment\nCustomer: ok. thank you\nHuman Agent: ZMD13F8E2218718 has been deleted from your account .  The new owner will need to setup the camera using QR code setup.  If they need any help with setup they can contact us here on live chat.\nCustomer: ok I will let her know. Thank you so much for your help\nHuman Agent: You're welcome! have a great day\nCustomer: you too thank you"]
["Customer: Set up\nCustomer: Representative \nCustomer: Helo\nCustomer: D/static_file/6e37975809_1_20250120145155.jpeg\nCustomer: I need help setting this up\nCustomer: Is not working any way inhave try\nCustomer: I got this camara on Amazon I belive\nCustomer: It show a ref light and then blue confusing\nCustomer: D/static_file/71c06cb2a9_1_20250120145443.jpeg\nCustomer: D/static_file/b6010d1e3e_1_20250120145451.jpeg\nCustomer: It goes like that Red and that blue can you help?\nHuman Agent: Hello, is the blue light a solid blue light or does it flash at all?\nCustomer: No flashing\nHuman Agent: Okay, This device is currently bound to another account, did you buy this device used at all?\nCustomer: Well I got it on the mail from Amazon \nCustomer: D/static_file/1a6ef613b5_1_20250120150310.jpeg\nCustomer: Can you help me\nCustomer: As new\nHuman Agent: I am helping you currently. \nCustomer: It what it saids\nCustomer: Thanks 🙏🏻 \nHuman Agent: This device is bound to an account that was created with an email on 1-20-25. Which is today, I cant give you the whole email only the first 3 letters and the domain, can you look at what I give you and tell me if you recognize the email or if its yours at all. It is \temr****@hotmail.com\nCustomer: That is my email emr1661@hotmail.com but I want to have the camera on this account Nanny1661\nHuman Agent: Okay, you would have to log into the account with the emr1661@hotmail.com email, delete the device, then add it to the Nanny1661 account. \nHuman Agent: The camera is currently online and working.\nCustomer: Ok Done ✅ what do we do now\nCustomer: If flashing freen now\nCustomer: What do I do\nHuman Agent: It looks like when you deleted the camera you may have also reset it, that's no problem though make sure your logged into the Nanny1661 account then one more time go through the QR code setup with the camera, after it comes back online again it will add to the Nanny account and then you will be able to see it live. \nCustomer: D/static_file/0a70ba8b7f_1_20250120151317.jpeg\nCustomer: Is Red \nCustomer: Do I need to close my app and cime back?\nHuman Agent: The red lights are the IR lights\nHuman Agent: those are for night vision. \nHuman Agent: You can still try to go through the setup but its best if those lights are off as it interferes with the setup, are you able to brighten the room more perhaps? \nCustomer: Ok\nCustomer: Can you see the status now\nCustomer: Of the camara\nCustomer: How can I change the Red Color Should I Press the 2 bottoms at the same time?\nHuman Agent: You can try to do a manual restart, next to the port for charging on the left side is the power button, you can press and hold that until the cameras lights react and come back on. If after a minute they do not react try checking on the right side of the charging port for a reset button and press and hold that instead. \nCustomer: Yes\nCustomer: I will try what you are saying is any issue I will call again Thanks for your Time \nHuman Agent: Okay, we will have live support until 6PM central time today should you need us again. Have a great day."]
["Customer: customer service\nHuman Agent: How can I assist you?\nCustomer: cannot log in the forgot my password is not sending me a reset to my email\nHuman Agent: What is the email address for the account that you are trying to reset the password for?\nCustomer: victoria.cj1025@gmail.com\nHuman Agent: Are you trying to reset the password through your mobile app or through the web app?\nCustomer: I tried both and neither worked no email was sent to me\nHuman Agent: Okay, let's try it again here through the web app. And when you check, make sure you are in the correct email inbox if you have more than one email address. And check the Spam folder in the email inbox.\nCustomer: we have done this process since saturday and it does not work. can you reset the password from your side?\nHuman Agent: No, I cannot. I can try to do the same thing you are doing. That is the only way to change the password. That is why I asked if you would try it again now and make sure you are checking the correct inbox and check the Spam folder.\nCustomer: i tried right before contacting you\nHuman Agent: There is no other way to reset the password. Can you please try it again now and make sure you are checking the correct inbox and check the Spam folder.\nCustomer: 1 moment\nCustomer: I have made the request\nCustomer: it has not sent a reset email and it has counted down to zero and nothing has happened.\nHuman Agent: Okay, you do not need to worry about the countdown on the app.\nHuman Agent: In you inbox, can you check the Spam folder?\nCustomer: i have checked and no email any where\nCustomer: can some one please call so we can speak to a manager\nHuman Agent: I can schedule a callback from 1PM-5PM CST. I will need a time that you want a callback. Then I will need your name, your phone number.\nCustomer: 4706614872 Victoria Collins-Jenkins 1pm\nHuman Agent: Thank you. I have scheduled your callback appointment."]
["Customer: I want to delete my account \nCustomer: Agent\nCustomer: Agent \nCustomer: I want to delete my account \nHuman Agent: Alright, I will send you an email with our Data Subject Rights form. You will just want to complete the form and then we will get your account deleted.\nCustomer: Ok\nCustomer: I'm waiting for the email \nHuman Agent: I have sent the email. If you do not see the email in your inbox, then be sure to check your Spam folder."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Live agent\nCustomer: Live agebt\nCustomer: Change time\nCustomer: O can’t see the gear icon\nCustomer: How do you refresh \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you trying to change the devices time or what are you wanting assistance with today?"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: How do I deactivate my account \nCustomer: Agent\nCustomer: Agent\nCustomer: Hello\nCustomer: I no longer have a zmodo camera\nCustomer: Would like to deactivate \nCustomer: Hello?\nHuman Agent: Alright, I can send you an email with our Data Subject Rights form. You would need to complete that form and return it and we will delete your account.\nCustomer: Ok. Thank you \nCustomer: Srvama23@gmail.com\nHuman Agent: I have sent the email to your email address. Please let me know if you have any questions.\nCustomer: Ok."]
["Customer: I have a few cameras that are bound to an old account and is trying to set them up to a new account \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD16LGI7513042\nZMD16LGI7513145\nZDM16LGI7500257\nZDM16LGI7513529\nHuman Agent: Thank you. Have you setup these cameras before or did you recently purchase or receive these cameras used?\nCustomer: Received these used \nHuman Agent: Do you have an invoice or order information from your purchase of the cameras?\nCustomer: No they are my girlfriends and an old boyfriend set them up and he was the one with the account \nHuman Agent: As these cameras are already bound to another account I can contact the previous account and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: wtdonovan2@gmail.com\nHuman Agent: Thank you. I will get the Unbind Request sent to the account the cameras are currently setup on. Do you have any questions?\nCustomer: No thank you \nHuman Agent: You're welcome."]
["Customer: Qué hora puedo coger si en Puerto Rico \nCustomer: De las horas que da cuál es la q tengo q obtener\nCustomer: De las q aparece en las cámaras \nCustomer: Que aparecen otras regiones yo quiero obtener q me de la hora de Puerto Rico \nCustomer: Es para poner la hora en las camaras\nCustomer: Eso es lo q quiero saber que zona horaria poner si vivo en Puerto Rico\n\nCustomer: 1\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. No estoy seguro de en qué zona horaria estaría su área, le recomendaría buscar en qué zona horaria se encuentra en línea para su área y luego puede ingresar la zona horaria."]
["Customer: I gave these cameras to my brother and don't remember or how anything works an just trying to delete my old account that was on there \nCustomer: I don't remember none of my info \nCustomer: I don't remember none of the stuff I used to set up the account \nCustomer: What is the number \nCustomer: Whst is customer supports number\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Hold on im not there with the cameras \nHuman Agent: Okay, well I would need some information to look up. With the Device ID from the cameras, I will be able to look up the cameras and see what needs to be done to set them up.\nCustomer: 4192962091\nHuman Agent: There is not an account with that phone number.\nCustomer: ZMD16FKI7203076\nHuman Agent: That camera is setup on a @gmail.com email address and the first two characters are \"bu\". Do you recognize the email address that the camera is setup on? If you do, then do you have access to that email address?\nHuman Agent: Are you able to sign into that account? \nHuman Agent:  Are you there?"]
["Customer: Hello \nCustomer: need an assistance\nCustomer: need to track ZMD13IEA1243501\nCustomer: need an agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Do you just mean you're trying to check the account it is on? If so, I cannot provide the full account, but it's on an email based account starting with jd and it is at gmail.com. \nCustomer: hey\nCustomer: last month I got this nvr and seems it was linked to a previous account\nHuman Agent: Okay, do you have the invoice from the purchase of the NVR?\nCustomer: Im following if still under the 30 days after sending the email to the previous owner\nCustomer: it was a gift... \nCustomer: so I asked zmodo agent to review about it and told me they was about to send an email to the nvr previous owner\nHuman Agent: Ah, I see. I looked up the unbind request and it has not yet been 30 days. The time will be up on the 15th if we still have not received an email back by then. \nCustomer: so if no reply after 30 days, zmodo will release the nvr so then I can attach it\nHuman Agent: Correct, we have not received a reply, but the 30 days are not yet up. \nCustomer: OK two more days...\nCustomer: last question\nHuman Agent: Sure, what can I help you with?\nCustomer: do I need to contact you after two days ?\nCustomer: or do you release it automatically ?\nCustomer: just in case no reply yet any email\nHuman Agent: It's done manually by an agent at which point we would reach out to you. If we have not done it by a particular time in the day though and you want to get it done immediately, you could reach out via chat, request an agent during agent hours (9am-6pm CT excluding 12-1), and request they check the unbind request status of that ID. \nCustomer: great...\nCustomer: thank you so much for your time\nCustomer: have a great rest of the day\nHuman Agent: No problem, you too! \nCustomer: Love zmodo :-)"]
["Customer: Set up\nCustomer: Reset time\nCustomer: Time is not right\nCustomer: Clock is wrong\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You can adjust the time zone for your devices by going to live on the camera, then the settings gear in the top right, then the ... in the top right, then device time zone there. \nCustomer: Camera time not set\nHuman Agent: What happens when you try in the way I described?"]
["Customer: Set up\nCustomer: How do I reset camera \nCustomer: I don’t know witch account or password \nCustomer: Agent \nCustomer: Ok\nCustomer: 1\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd15j514244297\nCustomer: ZMD15J514244297\nHuman Agent: Okay, I believe I found that camera. The camera is setup on a @gmail.com email address and the first two characters are \"pr\". Do you recognize the email address? If you do then are you able to log in to the account or do you have access to the email address?\nCustomer: No \nHuman Agent: Alright, do you have any other cameras? If you do, then could I have the Device IDs for those cameras?\nCustomer: I don’t recognize it\nHuman Agent: Alright, do you have any other cameras? If you do, then could I have the Device IDs for those cameras?\nCustomer: A207N004PDFC80240221\nCustomer: There not Zmodo \nHuman Agent: Okay, so just the one camera then. Do you have the invoice or order information from the purchase of the cameras?\nCustomer: No I bought it awhile back and forgot I even had it and found it cleaning \nHuman Agent: Alright, let me take a look. I will likely have to send an Unbind Request.\nHuman Agent: As this camera is already bound to another account I can send an Unbind Request. I will contact the previous owner and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?"]
["Customer: Added Cam -- ZMD11JN84000666 \nCustomer: shows on my network (pulls an IP address) but not in my account\nCustomer: how do \"ensure that the device is correctly set up and linked to your account.\" when I can't connect to the cam ?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Mira is a chat AI and cannot add cameras to an account, a live rep is needed for things such as that. Let me look up the device with the ID you sent earlier, one moment. \nHuman Agent: The camera ZMD11JN84000666 is currently bound to another account to remove the device we would have to go through the Unbind process. For the unbind process there are two options, 1 is for me to send an unbind request to the account the camera is currently bound to, if the account owner responds with approval or if after 30 days of no response occures then I can do the unbind. Option 2 for unbinding sooner is we can also unbind the device if you have the origional purchase invoice and can send a screenshot or picture of that, we will cross examine the info and if it matches then we can do the unbind that way immediately.\nHuman Agent: Do you have the invoice from the original purchase for the device?"]
["Customer: Hello \nCustomer: Can the Zmodo app be downloaded in a firetv?\nCustomer: Agent \nCustomer: Hello Kyle\nCustomer: Can the Zmodo app be downloaded and used in a firetv?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an app compatible with Fire tv's\nHuman Agent: So unfortunately it is not possible. \nCustomer: So what options do I have to see the cameras on a tv or monitor?\nHuman Agent: We have a web app version you can log into to view cameras so if you have a computer connected to the monitor that is one way, otherwise only other way is you could use a Chromecast on a TV and cast the computer the screen, it will timeout after 15 minutes though and would need refreshed."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Hello\nCustomer: No me se el correo anterior \nCustomer: No me se el correo que estaba conectada la camara \nHuman Agent: Hola, has contactado con atención al cliente. Mi nombre es Grant. ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD o GSG y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras."]
["Customer: To cancel an account, where do I have to access? \nCustomer: Speak Spanish \nCustomer: Agent\nHuman Agent: ¿Cómo puedo ayudarte?\nCustomer: Quisiera dar de baja una cuenta para acceder en otra\nHuman Agent: ¿Tiene una cámara que le indica que está configurada en otra cuenta?\nCustomer: Si está configurado a otro dispositivo móvil y a otro correo electrónico \nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debería comenzar con ZMD y debería estar en una pegatina blanca en la cámara o en el soporte, normalmente debajo de un código de barras.\nCustomer: Si tiene la pegatina blanca pero las letras no son visible\nHuman Agent: Necesitaría la información de ID del dispositivo de la cámara para poder buscar la cámara. ¿Podrías enviar una foto de la información que tienes?\nCustomer: Pues solamente cuento con el manual de instrucciones de las cámaras \nHuman Agent: Vale, no necesito nada del manual de instrucciones. ¿Tienes las cámaras correctas? ¿Puedes enviar una foto de la pegatina que tienes en la cámara? ¿O puedes enviar la información que ves en la cámara?\nCustomer: D/static_file/f909bf9685_1_20241025133054.jpg\nHuman Agent: ¿Es esa la única cámara que tiene o hay otras cámaras que puedan tener esa información que sea legible?\nCustomer: Tenemos otra pero también dudo que la información sea legible \nHuman Agent: Bueno, echémosle un vistazo y veremos.\nCustomer: D/static_file/0f512beb6e_1_20241025134023.jpg\nHuman Agent: ¿Hay alguna marca en el costado de la cámara? ¿Tiene alguna marca o nombre de empresa?\nCustomer: Me share \nHuman Agent: Esa es la aplicación que estás usando. ¿Dice eso físicamente en la cámara?\nCustomer: No en la camara no hay ninguna marca \nCustomer: Talvez el nombre de la empresa sea raycom \nHuman Agent: Bien, probablemente sea una de nuestras empresas asociadas la que fabrica las cámaras. Es posible que pueda intentar encontrar las cámaras con una búsqueda LAN.\nHuman Agent: Asegúrese de que su teléfono esté conectado a la misma red Wi-Fi que la cámara.\nAbra la aplicación meShare y toque el signo más (+) en la esquina superior derecha.\nEn la parte inferior de la pantalla debería decir \"¿La cámara con cable o la cámara WiFi ya están en azul fijo? Toca aquí para agregarla\". Toque allí y luego la aplicación debería permitirle realizar una búsqueda en su red.\nToque el signo más al lado del dispositivo cuando lo encuentre. La aplicación le pedirá que nombre la cámara, establezca una contraseña opcional y se asegure de que la zona horaria sea correcta.\nCustomer: La camara ya está en azul pero no escanea el QR \nHuman Agent: Bien, no deseas realizar la configuración del código QR. ¿Recibiste las instrucciones para la búsqueda LAN que te envié?\nCustomer: D/static_file/d880790d95_1_20241025140158.png\nCustomer: Así aparece en el lado +\nHuman Agent: ¿Ves en la parte inferior donde dice \"Toca aquí para agregarlo\"?\nCustomer: D/static_file/efa43f0660_1_20241025140705.png\nCustomer: No aparece el LAN\nHuman Agent: ¿Tiene otra dirección de correo electrónico o número de teléfono que haya utilizado para configurar las cámaras inicialmente?\nCustomer: salvadorhernandez3176@gmail.com\nCustomer: Sería ese \nCustomer: Queremos cerrar sesión en esa cuenta para poner otra \nHuman Agent: ¿Tiene acceso a esa cuenta meShare o a la dirección de correo electrónico?\nCustomer: Solamente a la dirección de correo pero creo que cambiaron la contraseña de ese correo \nHuman Agent: Si tiene acceso a la dirección de correo electrónico, puede restablecer la contraseña de la cuenta meShare.\n\nDe lo contrario, deberá comunicarse con el soporte de Rraycom en Rraycom@hotmail.com para eliminar las cámaras de la cuenta si no tiene acceso a la cuenta.\nCustomer: Ya me comunique con raycom"]
["Customer: My ex is logged into my account and for security reasons I need everyone logged out and new login credentials \nCustomer: Agent\nCustomer: My ex is logged into my account and for security reasons I need everyone logged out and new login credentials \nHuman Agent: Hello, you've reached customer care, my name is Kylie.  If the other user you want to remove is currently login in with the same email and password for the account to kick them out all you would need to do is reset the password, this can be done in the app in the Me section or you can logout from the account and click forgot password in the login area. Once the password is changed all used would be logged out of the account and can only log back in if they have the new password or reset the password however the code for password reset will always go to the email maineracer15@yahoo.com, does your Ex have access to that email at all?\nCustomer: She doesn’t have access to the email but I have changed the password twice and she is still able to view my cameras \nHuman Agent: That is odd, soemthing I can help you wish if you are able to is right now you can create a new account with a different email and let me know once you have done that and what the email is and I can move all the cameras over to that account for you if you would like to do that im happy to help.\nCustomer: Yes please! My other email is afterhoursautomotiveandtowing@gmail.com\nHuman Agent: Technically you can do this on your own by just deleting and re adding the cameras to the new account once you create it but its much easier if a life rep does it as you dont have to do all the work. \nCustomer: Well I appreciate it cause i suck with technology lol will I lose the membership? I believe I just renewed last month \nHuman Agent: No you wont loose the membership, the cloud service is tied to the camera itself so all we are doing is moving them from one account to another not touching the sub in any way.\nCustomer: That’s perfect, thank you! \nHuman Agent: I looved up the afterhoursautomotiveandtowing@gmail.com email and I did not find an account made under that email yet, Have you already set that up? thats one thing I cannot do for you unfortunately\nCustomer: No I haven’t but I can \nHuman Agent: you would have to create the account first with that email then I can move everything from here over. \nCustomer: Ok I’ll get started \nHuman Agent: Okay\nCustomer: The website won’t allow me to subscribe that email \nCustomer: Should be set now! \nHuman Agent: you arnt subscirbing your trying to make a new account not subscribe.\nHuman Agent: Let me look up that other email now one moment\nHuman Agent: There is still no account under the afterhoursautomotiveandtowing@gmail.com email\nHuman Agent: are you sure you created another account properly for the app? when are trying to create this new account with the email afterhoursautomotiveandtowing@gmail.com are you doing it from your phone or a computer?"]
["Customer: Sharing not working \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What sort of issue are you having when trying to share?"]
["Customer: Set up\nCustomer: It says here that it is already connected to another account \nCustomer: The camera I am trying to add says it's connected to another account \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD16EQI7525891\nHuman Agent: Thank you. Have you setup this camera before? Or did you recently purchase the camera used?\nCustomer: I set it up when I first bought them \nHuman Agent: Alright, the camera is setup on a @gmail.com email address and the first two characters are \"sh\". Do you recognize the email address that the camera is setup on?\nCustomer: No I do not \nHuman Agent: Do you have the invoice or order information from the purchase of the camera?\nCustomer: No I have had them for years. \nHuman Agent: Do you have more than just the one camera? Can I have the Device IDs for any other cameras that you may have?\nCustomer: Yes I have 3 other ones that are connected \nCustomer: ZMD16EQI7528164\nHuman Agent: I'm sorry, I meant any others that are connected to another account. \nHuman Agent: Do you have any other cameras that you cannot setup or are trying to setup?\nCustomer: No just this one I'm trying to add to my account it came with the other ones I bought \nCustomer: Did you mean PH as the beginning 2 of the email? Not SH\nHuman Agent: As this camera is already bound to another account I can contact the previous account and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nHuman Agent: No, the first two characters of the email address are \"sh\".\nCustomer: Hmm. Okay just forget it. Thanks \nHuman Agent: I sent the Unbind Request email. What is the best email to reach you?\nCustomer: Howardpatricia332@yahoo.com\nHuman Agent: Thank you. Do you have any questions?"]
["Customer: Hi my name is Jose. I'm trying to connect a camera but it says it's connected to another account or something like that. I bought the camera at a flea market. Hope you can help me. \nCustomer: So if I have no proof of purchase I can't use it\nHuman Agent: Hi my name is Wendy.  Please let me know the device ID on the camera\nHuman Agent: The ID will be listed on a sticker on the camera. It will start with ZMD or GSG\nCustomer: Sorry no sticker\nHuman Agent: When you are going through setup the app should list the device ID\nHuman Agent: Right before the app asks you to name the camera\nCustomer: It did but I have to go back will I lose the chat \nHuman Agent: we should stay connected for 7 minutes without activity\nCustomer: Ok hold on please\nHuman Agent: ok\nCustomer: Got it\nHuman Agent: ok please let me know the ID\nCustomer: Id:zmd14l8f8000154\nHuman Agent: zmd14l8f8000154 isn't pulling up any info.  Could you please attach a screenshot?  \nCustomer: Ok \nCustomer: It don't let me send a screenshot \nHuman Agent: Please email it to me at support@zmodo.com\nHuman Agent: ZMD13L8F8000154\nCustomer: That's it\nHuman Agent: The camera is connected to a phone number account ending in 200\nHuman Agent: I will contact the previous account on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous account. If the request is denied then I would need the original invoice for anything further.\n\nI will follow up with you by email after the device/s have been unbound.\n\nHuman Agent: Please keep the camera unplugged from power until it can be unbound\nHuman Agent: It is just this one camera? or are there others?\nCustomer: It's just one camera \nHuman Agent: okay.  I will follow up with you by email after the camera is unbound\nCustomer: Ok thank you \nHuman Agent: You're welcome\nCustomer: Is that it\nHuman Agent: Yes.  Did you have any other questions?\nCustomer: No I'm good thank you again\nHuman Agent: You're welcome.  Have a great day!"]
["Customer: Set up\nCustomer: After I have done all stated, I am still unable to get the camera to work. How can I delete all accounts and start over from scratch?\nCustomer: I can't even sign in now with the email that suppose to be use. How can I get this camera back on line?\nCustomer: How do I contact Customer support\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Yes. ID# ZMD2413H9000233\nHuman Agent: That camera is on a @gmail.com email address and the first two letters are \"ja\". Do you recognize the email address? If you do, then do you have access to the email address?\nCustomer: Yes. jackieparks214@gmail.com\nHuman Agent: That is the email address for the account. If you have access to the email address, then you can reset the password if you cannot log in. You can tap on Forgot Password on the login screen. Then you will enter the email address and you will receive an email with a six digit verification code.\nCustomer: Ok, I will try again.\nCustomer: I did not receive any codes to reset password. There were no emails in jackieparks214@gmail.com"]
["Customer: Troubleshooting\nCustomer: Hi, i have a problem syncing my cameras\nCustomer: Yes, my cameras says they're linked to another account\nCustomer: I do not have acces to another emails\nCustomer: I need to talk to an agent\nCustomer: agent\nCustomer: Ok. I have 4 zmodo wifi cameras that were linked to an account i lost and i don't have access anymore\nCustomer: Is there a way to link them to my new account?\nHuman Agent: Hello, you've reached customer care, my name is Kylie, what is the email of the account they are currently tied to?\nCustomer: I do not remember it \nCustomer: I just lost my phone and lost access to that email \nCustomer: I can provide the information on the label of the cameras \nHuman Agent: Okay, I will need all of the device IDs to look them up to see what account they are tied to. Once I confirm all of the Camera IDs are on the account then we will be able to go through the unbind process. \nHuman Agent: the ID number will start with ZMD, 14, or 15 and be on the cameras sticker. I will need all cameras ID numbers\nCustomer: Ok\nCustomer: Give me a sec\nHuman Agent: Okay\nCustomer: ZMD18FLIG504713\nCustomer: ZMD19H3I8D14115\nCustomer: The other's two have no sticker they were outside and looks like the weather took them off\nCustomer: Only those two are visible\nCustomer: But they were working all together\nHuman Agent: That is unfortunate, There are two ways we can do the the unbind process, First option is by Unbind request, I would send an unbind request to tyhe email for the two cameras you gave me the ID's for, if I recieve a response of approval or after 30 days without a response I will be able to unbind the cameras. Or option 2 whihc is Unbinding with invoice from when you purchased the cameras. \nHuman Agent: Which option will work best for you?\nCustomer: I don't have the email anymore were the cameras were first linked\nCustomer: Will it be sent to the new account email?\nHuman Agent: the unbind request has to go to the email the cameras are currently tied to.\nCustomer: I can't do that \nCustomer: I don't have access to that email anymore\nHuman Agent: If you do not have acess to respond to the unbind request then at the earliest without a response we would be able to unbind the two cameras after 30 days from when we send the request. \nCustomer: ermxdvc@gmail.com\nCustomer: It's this email right?\nHuman Agent: Yes, that is the email.\nCustomer: Is there a way that you guys can change the password using my phone number?\nCustomer: I lost the phone were i had that email linked and i cannot change the password via google\nHuman Agent: No, the password reset for that account goes to the email connected to the account. \nHuman Agent: You dont have the ability to obtain the Invoice from when you purchased the cameras as well at all?\nCustomer: No, because i did pucharsed on amazon several years ago, and my amazon account use the exact same email and i do not have access to the phone i lost, that phone got stolen \nCustomer: I don't have access anymore to anything linked to that email\nCustomer: You ain't trying to help\nHuman Agent: That is also unfortunate, it sounds like our only option is to go with the unbind request option. I will send the unbind request and if we get a response of approval or after 30 days of no response then I will be able to unbind the two cameras ZMD18FLIG504713\nZMD19H3I8D14115. I will not be able to unbind any other devices on the previous account without being provided the ID number or the invoice. You can try contacting amazon to see if you can obtain acess to the account which will also allow you acess to the invoice and copntact us again with that information. Is the best email to keep in touch  ermxdvc@hotmail.com?\nCustomer: You ain't trying\nCustomer: I can do not nothing with it\nCustomer: Im on the same spot\nHuman Agent: This is our security policy, we only have these two options for unbinding devices, there are no ways to cut corners around the processes beyond what I have already expressed. \nHuman Agent: I successfully started the unbind process now for the two devices you provided the IDs of, I would like to keep in touch and contact you again once we receive a response or after the minimum wait time has occurred, is the best email for that ermxdvc@hotmail.com? \nCustomer: Hello"]
["Customer: Agent\nHuman Agent: How can I assist you?\nCustomer: I am trying to connect these cameras but can't get in old account to disconnect \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: My cameras are already bound to another account and I really need help\nCustomer: How do I contact an agent?\nCustomer: Agent \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What are the IDs of the cameras? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \n\nCustomer: ZMD16GN17204537\nCustomer: I have three cameras. Do I send them all or just one?\nHuman Agent: Please send all 3 IDs. \nHuman Agent: Is that first ID possibly ZMD16GNI7204537 instead? The ID you provided did not show up in our system. \nCustomer: ZMD16GNI7203528\nHuman Agent: Thank you. Is the last one ZMD16GNI7203530?\nCustomer: Yes sorry my mistake \nCustomer: One more \nCustomer: ZMD16GNI7203530\nHuman Agent: Thank you. These devices are on an account that begins with cj and is at yahoo.com, is it an account or email you have access to? If not, do you have the invoice or receipt from purchase?\nCustomer: I sent them all\nHuman Agent: Yes, thank you. \nCustomer: Yes I know it is email. CJPhilips449 @yahoo.com I bought them a while ago. It would take me a minute to find the receipt. The email is my deceased boyfriend and I can not access it \nHuman Agent: Okay, if you can find the receipt, I can see if we can unbind using that. \nHuman Agent: Otherwise if you cannot find it, I can send what we call an unbind request where we would contact the previous account's email to request permission to unbind. They would have 30 days to reply and if the reply and approve or do not reply in 30 days, the devices would be unbound. If they reply and refuse, then we would not be able to proceed. Based on what you said it sounds like we would unfortunately need to wait the 30 days in this case unless you are able to access the email. \nHuman Agent: Or if you could find the receipt. \nHuman Agent: The unbind request bounced as it was undeliverable. I will be able to proceed with unbinding immediately. \nHuman Agent: Okay, they are unbound. Would you like them to be added to your own account?"]
["Customer: Hi. I am trying to reset my password. i no longer have access to the email that is registered to the account\nCustomer: -1\nCustomer: the email registered to the account is no loner working\nCustomer: can i change the email on my account\nCustomer:  i forgot the password on my account\nCustomer: the email no longer works\nCustomer: the email registered to my account is not in service\nCustomer: i no longer have access to the email on the account\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: can you connect me to a customer care agent\nHuman Agent: There is not a way to change the email address for an account and you would need access to the email address to change the password. \nHuman Agent: Could I have the device ID of the camera on your account?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: zmd33jce3245498\nCustomer: are you still there\nHuman Agent: Yes, I was looking up the camera. Do you know the email address that the camera is connected to?\nCustomer: kelianne@hawaii.rr.com\nHuman Agent: Alright, and it looks like there is a contact email on the account. What is your current email address?\nCustomer: kelianne@twc.com\nHuman Agent: Let me take a look. I will likely need to send an Unbind Request to that email as it is the contact email.\nCustomer: okay\nHuman Agent: I sent an email to the kelianne@twc.com email as it was the contact email on the account. I would need a reply giving me permission to unbind the devices from the account.\nCustomer: i do not know my password\nCustomer: can i approve you to unbind my request\nCustomer: HELLO?\nCustomer: IS ANYONE THERE"]
["Customer:  I need to reset cameras that were on a old account \nCustomer: How do I reset them\nCustomer: There is no reset button \nCustomer: Model zip-ibh23-w\nCustomer: My camera doesn’t have a reset button \nCustomer: Troubleshooting\nCustomer: I need to speak to a real pet \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device, can you send me all the cameras ID numbers that are on the old account. They will start with ZMD\nCustomer: D/static_file/8581247a51_1_20250103093119.jpg\nHuman Agent: Okay one moment.\nCustomer: I’m getting the other ones \nHuman Agent: Okay\nHuman Agent: That first camera is not bound to any account and can be setup to another account freely.\nCustomer: D/static_file/59a2c5b6bb_1_20250103093539.jpg\nCustomer: D/static_file/ff4353e84d_1_20250103093617.jpg\nCustomer: D/static_file/7d6c592712_1_20250103093711.jpg\nHuman Agent: Let me look up these now.\nHuman Agent: None of these cameras are tied to another account, you can set them up freely.\nCustomer: Ok thank you\nHuman Agent: No problem, Have a good day."]
["Customer: Phone number for customer service \nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: I need to know how remove a device\nHuman Agent: Okay, do you have access to the account the camera your wanting to delete is bound to? if not its fine, im only asking so I know what directions to give you so just let me know.\nCustomer: Yes\nCustomer: And i try to remove it but didnt work\nHuman Agent: Okay, click live on the camera, click the settings gear in the top right corner, click the three dots in the top right corner then choose delete, if you don't see this delete option and only see a trashcan icon please let me know. \nCustomer: I did that already\nCustomer: Didnt work\nHuman Agent: We will be closing at 6PM central time which is in 9 minutes. I can follow up via email if you prefer, Send a callback scheduler so you can schedule a callback for tomorrow or we can just chat until 6PM what would you like to do?\nCustomer: I see there is still the cam but not active\nHuman Agent: Is it the camera named 3ateloiv3?\nHuman Agent: also, unsure if you saw my last message, We will be closing at 6PM central time which is in 7 minutes. I can follow up via email if you prefer, Send a callback scheduler so you can schedule a callback for tomorrow or we can just chat until 6PM what would you like to do?\nHuman Agent: We are currently unavailable for live chat support, but you can reach out to us via email support@zmodo.com. Our new hours of availability are:\n\nMonday to Friday: 9am to 12pm and 1pm to 6 pm CST\nExcluding Holidays\n\nYou may also contact the chat outside of our hours again to speak to our AI chatbot Mira who can assist with some troubleshooting. I've also sent a callback scheduling form where you can click the button in the chat in order to schedule a callback for a future date if you'd prefer.\n\nThank you for understanding."]
["Customer: Why is the app not letting me use playback?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. There are no devices directly bound to this account, they are being shared from another account to this one.\nHuman Agent: Did you notice that you cannot view playback when you accepted the share request or were you able to see the playback in the past after they were shared to this account?"]
["Customer: Troubleshooting\nCustomer: agent\nHuman Agent: How can I assist you?\nCustomer: Hi I am having issues with one of my cameras ( the one named Front 2 ) I tried logging in and couldnt log into my account. 407-697-0830\nCustomer: agent\nHuman Agent: What happens when you try to log in with that phone number?\nCustomer: It just spins and never loads. Ive checked my internet connection and all is well here. \nCustomer: My camera seems to be working now somehow \nHuman Agent: It looks like the camera was offline until recently. You may have just setup it up or reconnected it while you were troubleshooting the camera."]
["Customer: Tried to log in but says authentication failed. My husband was able to log in but I can't. We have uninstall the app and re installed it but it still won't work \nCustomer: Still won't work. How do I get in contact with customer support \nHuman Agent: If it says Authentication Failed, then that means that the password was not correct. You can tap on Forgot Password to reset the password to the account.\nCustomer: My husband was able to log on with that password \nHuman Agent: Then you may want to double check the email address or phone number you are trying to log in with and the password. You may be trying to use a different email address or phone number.\nHuman Agent: If it still does not work, then I would suggest tapping on Forgot Password to reset the password."]
["Customer: No puedo conectar mi cámara \nCustomer: No puedo \nCustomer: No puedo conentar\nHuman Agent: Hi my name is Wendy\nHuman Agent: Por favor, hágame saber con más detalle qué preguntas tiene.\nCustomer: Spanish \nHuman Agent: Por favor, hágame saber con más detalle qué preguntas tiene.\nCustomer: No puedo conectar \nHuman Agent: ¿Estás intentando configurar una cámara?\n\n¿La cámara es nueva? ¿O se ha configurado antes?\nCustomer: Se a configurado antes \nHuman Agent: Proporcione la identificación del dispositivo en su cámara. Verifique la etiqueta en el dispositivo, que puede comenzar con ZMD o GSG.\nCustomer: false\nHuman Agent: Proporcione la identificación del dispositivo en su cámara. Verifique la etiqueta en el dispositivo, que puede comenzar con ZMD o GSG.\nCustomer: GSG5001C\nHuman Agent: Debería haber otro conjunto de números/letras.\nCustomer: 97971\nHuman Agent: GSG5001C0097971\n\n¿Qué marca de cámara es esta?  \n\n¿Goaofoaoi, Elecctv, Rraycom o Zmodo?  Si no aparece en el costado de la cámara, verifique su recibo de compra.  La marca aparecerá en el recibo de compra.\nCustomer: Ya no lo tengo el recibo ni la caja \nHuman Agent: La cámara se muestra en línea pero está conectada a una cuenta diferente an----@icloud.com\nCustomer: Apenas lo instale \nHuman Agent: Desea iniciar sesión en la aplicación con el correo electrónico an----@icloud.com\nCustomer: Es lopezsantiz1984@icloud.com\nHuman Agent: no\nCustomer: Entonces como\nCustomer: Entonces si me lo pueden iniciar con ustedes \nHuman Agent: Si no tiene acceso a este otro correo electrónico y no tiene acceso para proporcionar el recibo, puedo enviar un mensaje de desvinculación a la cuenta a la que la cámara está conectada actualmente.\n\nTan pronto como la cuenta apruebe la desvinculación o después de 30 días sin respuesta, podremos desvincular la cámara por usted.\n\nHuman Agent: Mantenga la cámara desconectada de la corriente hasta que pueda desconectarse.\nHuman Agent: ¿Quieres que te envíe el mensaje de desvinculación?\nHuman Agent: ¿Es solo esta cámara GSG5001C0097971? ¿O hay otras cámaras que necesitas liberar?\nCustomer: 97988\nHuman Agent: Bueno.  Enviaré el mensaje de desvinculación para ambas cámaras y me comunicaré con usted por correo electrónico una vez que se hayan desvinculado.\n\nMantenga las cámaras desconectadas hasta que puedan desconectarse.\n\nCustomer: Que tiempo lleva \nHuman Agent: I will be able to unbind the 2 cameras for you as soon as the owner approves the unbind or after 30 days with no reply.\nHuman Agent: Podré desvincular las 2 cámaras tan pronto como el propietario apruebe la desvinculación o después de 30 días sin respuesta."]
["Customer: Delete my account \nCustomer: Agent \nHuman Agent: Hi my name is Wendy\nCustomer: I want to delete and close out my account\nHuman Agent: I will email you a form that will need to be filled out and emailed back. After receiving the form we can start the process of deleting your account.\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  what is the emailr or phone number you sued when creating the account?\nCustomer: rogzagornik@gmail.com\nCustomer: Will my family be able to use the cameras under their email address?\nHuman Agent: Okay, For account deletion you will have to fill out the account deletion form and send it back to me, then I will pass it onto a manager to review and process the request. What is the best email for me to send you the forum \nHuman Agent: When an account is deleted, it will kick the cameras off from it, if you want them to have access to the cameras sooner you yourself can delete the cameras from the account first so they can use them instead."]
["Customer: Good morning, I own several Zmodo cameras. My Router failed and I’m trying to hook them up to my new home system and I can’t because it tells me my cameras are attached to a Another account. I was told to contact support and they would reset. Thanks.\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Do you have a phone number for Support?\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Set up\nCustomer: I changed my phone and now I can't get my cameras up without starting a new membership\nCustomer: Yes, it was under my husband account, but he is deceased as of January. Second of twenty five I think he set it at on my old phone without you know, knowing what the password is, but yet i'm paying the bill every month\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Do you still have access to his phone so that you may access the account from his phone at present?"]
["Customer: Set up\nCustomer: My cameras won’t sink to my new WiFi provider \nCustomer: I have tried scanning the QR reader number or box provided and it times out. I have a physical disability that keeps me from being able to climb ladders now so of my  7 cameras only 2 work. \nCustomer: Do u even read my messages \nCustomer: I am asking if u read my messages or just have a computer talk to me\nCustomer: I need help I want to speak with a real person\nHuman Agent: You would not want to scan any QR Code or barcode on the box to setup a camera. I see 9 cameras on your account and it looks like 6 are currently online. We can work with one that is offline and see about getting it connected to your Wi-Fi network.\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Just a moment please\nCustomer: ZMD24HNH9000489\nHuman Agent: It looks like that camera is already online. You likely already successfully connected it. Can you tap the Live button for the camera named \"Dog Pen\" and tell me if you can see the live footage?\nCustomer: Of these cameras I can only see 2 on an iPad and none on my iPhone. Haven’t been able to get going for past 2 yrs since cervical spine surgery. Help please\nHuman Agent: Okay, which are you using right now? The iPad or the iPhone?\nCustomer: I can’t see them. Just front porch one and it says safe room I. An see but no picture\nCustomer: Ipad\nHuman Agent: Can you tap on the Me tab at the bottom right and tell me what email address or phone number you see there at the top?\nCustomer: Says no devices on my phone\nHuman Agent: Okay, lets work with one at a time here.\nCustomer: Thamks\nCustomer: Won’t let me join network to add devices \nHuman Agent: We are not trying to add devices yet. Can you tap on the Me tab at the bottom right and tell me what email address or phone number you see there at the top?\nCustomer: nmoore504@hotmail.com\nCustomer: 618 294 6070\nHuman Agent: Okay, as I said, we are working one at a time here. Which does it show on your iPad?\nCustomer: Under where a picture would be it has my number instead of email\nHuman Agent: Okay, good. And does it show the email on your phone?\nCustomer: On the iPad. \nCustomer: yes\nHuman Agent: That is why it shows no devices on your phone. You are logged in to a different account. So you will want to log in with the phone number on your phone.\nHuman Agent: Now, on the iPad, lets go back to the Home tab at the bottom left where is shows the lists of devices or groups.\nCustomer: Ok\nHuman Agent: Do you see a list of devices there? How many devices do you see listed there?\nCustomer: Ok\nCustomer: 2\nHuman Agent: You only see two listed? Are there any more listed if you scroll down?\nCustomer: No but if I look at the events it shows movements on all cameras. Just doesn’t list the cameras \nHuman Agent: Okay, so can you go back to the Home screen and tap on Live for one of those? Does it show you just one camera or does it show you multiple?\nCustomer: Just one\nHuman Agent: Okay, and what are the names on the cameras that you see?\nHuman Agent: And if you drag the screen up you do not see any others below that?\nCustomer: No\nHuman Agent: What are the names listed on the devices that you can see there?\nHuman Agent: If the app is not letting you scroll down to see more devices, then you may want to restart the app or restart the tablet. You can also try logging in with your phone to the account and see what it shows you there. Because the cameras are on the account and your app is showing events from the cameras.\nCustomer: Now they r there. I closed the app out and came back n and they r there\nHuman Agent: Okay, good. That is great. It looks like you were thinking the same thing I was there.\nCustomer: You’re a genius. Thanks so much for your help. \nCustomer: I have been wanting to get these back online for months. Thank you so very muvh\nCustomer: 👍❤️🙏🐾\nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: Factory reset\nCustomer: I got a preowned pivot and it’s connected to an account\nCustomer: Agent\nCustomer: Agent\nCustomer: I got a preowned pivot and it’s connected to an accoun\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the device? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: ZMD12L8BC206228\nCustomer: It also came with a door/window sensor \nHuman Agent: Thanks. Do you have the invoice from the purchase of the pivot? \nCustomer: It was purchased at a thrift store\nHuman Agent: Okay, in that case I'll need to reach out to the current account holder to request permission to unbind the device. They'll have 30 days to reply. If they reply and approve or there is no reply in that time, the device will be unbound. If they reply and deny the request, I would not be able to proceed. In either case I will follow up with you once the process has finished. Is patrickofficial321@gmail.com good to reach you on for that?\nCustomer: D/static_file/5f92971f80_1_20250131173438.jpeg\nCustomer: It was purchased for 15.99\nCustomer: A month 🤦‍♂️\nHuman Agent: Yes, if we do not hear back at all we would need to wait 30 days. Is patrickofficial321@gmail.com good to reach you on for that?\nCustomer: Yes\nHuman Agent: Okay, I'll follow up with you there once the process has finished. Is there anything else I can help you with for now?\nCustomer: Nope, thank you\nHuman Agent: Okay have a good evening."]
["Customer: I need to set up the account and my name only.My husband has passed and I need more cameras\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you meaning that you would like to move the cameras on this account to a new account then?"]
["Customer: Hi\nCustomer: Mi mobile phone was stolen. On this new one, downloaded app, reset password, and only 1 of 6 cameras is showing\nCustomer: Is this not the same account?\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Hi\nCustomer: I am not home\nCustomer: I was just hoping i could recover them without having to go thru u setup process all over\nHuman Agent: Alright, if you are not seeing the cameras on your account, then you likely used a different email address or phone number to setup the cameras. Is there another email address that you may have used?"]
["Customer: Puede checar mi cámara \nCustomer: Están alumbrando azul pero no está grabando \nCustomer: No puedo conectar a mi teléfono \nCustomer: Mi teléfono tiene internet \nCustomer: No puedo conectar acia la camara \nCustomer: Si están ensendidas \nCustomer: Mi camara nose conecta acia mi teléfono \nCustomer: Está todo conectado \nCustomer: No puedo conectar mi cámara \nCustomer: Está todo conectado pero no agarra \nCustomer: Algún número para llamar \nCustomer: Nesesito el número \nCustomer: Agente\nCustomer: Spanish \nCustomer: Ey\nHuman Agent: ¿Cómo puedo ayudarte?\nCustomer: Algún número para llamar \nHuman Agent: No hay un número de teléfono al que puedas llamar. Hacemos devoluciones de llamada con cita previa, pero no tenemos un representante que hable español para devolverle la llamada. La devolución de llamada sería en inglés.\nCustomer: Nesesito ablar con alguien \nCustomer: Mi cámara no se como conectar con mi teléfono \nHuman Agent: Estaré encantado de ayudarte en el chat en vivo. ¿Cómo puedo ayudarte?\nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando?  Debería comenzar con ZMD y debería estar en una pegatina blanca en la cámara o en el soporte, normalmente debajo de un código de barras.\nCustomer: GSG5001C0097971\nHuman Agent: Esa cámara está configurada en una cuenta diferente. La cuenta es una dirección de correo electrónico @icloud.com y las dos primeras letras del correo electrónico son \"an\".\nHuman Agent: ¿Reconoces la dirección de correo electrónico en la que está configurada la cámara?\nCustomer: No me acuerdo \nHuman Agent: Bien, tengo un par de preguntas. Primero, ¿de qué color es la cámara? ¿Es negro o es blanco? ¿Hay alguna marca en la cámara o en el adaptador de corriente?\nCustomer: Es negro\nHuman Agent: ¿Hay alguna marca en la cámara?\nCustomer: No\nCustomer: Es un color negro\nHuman Agent: Bien, entonces esa cámara está fabricada por una de nuestras empresas asociadas, Rraycom o ELECTV. ¿Sabes qué empresa fabricó tu cámara?"]
["Customer: Hi mira, the people with whom I shared my cam cannot see the recorder history. They all have Android phones, with android 14. \nIs this a bug from the last update?\nCustomer: -1\nCustomer: They have all the permissions given..since the last update they were unable to see the playback.\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Customer service\n\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: The people you have shared the camera with cannot playback footage?  Are you able to playback footage?\nCustomer: I am able, but the people to whim I shared can't \nCustomer: They were seeing the playback until a couple I'd days before \nCustomer: Couple of days before \nHuman Agent: What happens when they try to playback? Do they get an error message?\nCustomer: They touch the button and nothing happens \nCustomer: It's unresponsive \nCustomer: We tried in a moto h stylus 5g and I'm a Samsung s 24 ultra \nCustomer: * Moto g stylus \nHuman Agent: What button are they tapping on? \nCustomer: The cloud with the arrow to the right\nHuman Agent: The button is grayed out for them?  have you tried turning off sharing, then sharing the camera again with playback allowed?\nCustomer: No, it isn't gred out, it looks normal \nCustomer: And I have deleted them and added again\nCustomer: But, as I told you before, they were watching the playback until a couple of days befores. I tell you this to help you diagnose \nHuman Agent: All of the people that you have shared the camera with can no longer playback?\nCustomer: I deleted the sharing and sent invite again \nCustomer: That's right, any of them can \nCustomer: I'm in Argentina, one of them in Spain and the other 2 in the US\nHuman Agent: okay and they are all using Android devices.  One moment, I will see if anyone else has heard of this issue recently.  I am not aware of it.\nCustomer: Yes, all of them with android 14. We checked because I thought they could have an older version of the OS\nHuman Agent: Please wait - it may take a few minutes\nHuman Agent: Could you please provide a screenshot of what permissions you allowed when sharing the camera?"]
["Customer: my phone data was wiped clean. I need to know my zmodo login and password to set up again.\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I don't remember username\nCustomer: zmd12k68323940\nHuman Agent: Can you try sending that Device ID again or send a picture of it? The ID that you sent is too short.\nCustomer: zmd12k683233940\nHuman Agent: That camera is setup on a @yahoo.com email address and the first two characters are \"as\". Do you recognize the email address?\nCustomer: yes. it was aschein64@yahoo.com but that email is nolonger working. My new email is aschein77@yahoo.com\nHuman Agent: Alright, if you are not able to log in to that account or access that email address, we have a couple of options to remove the camera from that account. First, do you have any other cameras? If you do, could I have the Device IDs for any other cameras?\nCustomer: one more I'll get it\nCustomer: zmd12k683233929\nHuman Agent: Thank you. Do you have the invoice or order information from the purchase of the cameras?\nCustomer: no. it was years ago\nHuman Agent: As these cameras are already bound to another account I can contact the previous account and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: aschein64@yahoo.com was my account.\nHuman Agent: Yes, and you said that you are not able to access the account or the email address any longer, correct?\nCustomer: my email is aschein77@yahoo.com\nHuman Agent: Alright, I will send the Unbind Request to the account that the cameras are bound to. Do you have any questions about the Unbind Request process?\nCustomer: No, I cant. Yahoo messed it up and wanted a monthly fee to fix it so I created my new accounr\nCustomer: would the old aschein64 work?\nHuman Agent: I am not sure what you mean by asking what if it would work. That is the email the cameras are setup on, so that is the email address that I have to send the Unbind Request email to.\nCustomer: ok, I don't know where the unbind request goes to. It was mine, but now its defunct\nHuman Agent: It will get sent to that email address. If it gets rejected, we may be able to unbind the cameras. That can sometimes take several days to get bounced back. If it is just that you do not have access to the email address, then we would wait until we get no response after 30 days, and then unbind the devices.\nCustomer: cant I just use my new email aschein77@yahoo.com\nHuman Agent: You can use your new email for an account to connect the cameras once they are unbound from the account they are currently setup on.\nHuman Agent: The cameras need to be removed from the account they are on before they can be setup on another account.\nCustomer: ok. Ill wait. You have my new email. aschein77@yahoo.com  Thanks for the help\nHuman Agent: You're welcome."]
["Customer: Mis cámaras me aparecen vinculadas a otra cuents\nCustomer: cámara dice que ya fue agregada a otra cuenta\nCustomer: Soporta para mas ayuda\nCustomer: cámara dice que ya fue agregada a otra cuenta\nCustomer: Troubleshooting\nCustomer: Ayuda\nCustomer: Soporte\nCustomer: Agente\nCustomer: Okey:)\nHuman Agent: \nHola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?\nCustomer: Mis cámaras dicen que ya fue agregada a otra cuenta\nHuman Agent: Bien, necesitaré buscar la cámara para ver a qué cuenta está vinculada actualmente, para eso necesitaré el número de identificación de la cámara, estará en la etiqueta de la cámara y comienza con ZMD.\nCustomer: D/static_file/2dbb69eec0_1_20241211110315.jpg\nCustomer: D/static_file/0efb655a49_1_20241211110317.jpg\nCustomer: D/static_file/91c9cf3ae3_1_20241211110330.jpg\nHuman Agent: Un momento mientras busco este dispositivo.\nHuman Agent: \nParece que esta cámara está vinculada a una cuenta que se creó con un correo electrónico. No puedo darte el correo electrónico completo, pero es mar************@gmail.com. ¿Reconoces este correo electrónico?\nCustomer: No no lo reconozco \nCustomer: Asi compre las camaras\nHuman Agent: para eliminar esta caemra de la cuenta tendremos que pasar por el proceso de desvinculación, para eso deberá proporcionar la factura original de la compra de las cámaras, o le enviaré una solicitud de desvinculación. ¿Tienes la factura de compra original?\nCustomer: Solicitud de desvinculación \nHuman Agent: \nBien, enviaré la solicitud de desvinculación, si responden o si después de 30 días sin respuesta se los notificaré, ¿es el correo electrónico zelda_torres@hotmail.com? ¿Es mejor mantenerse en contacto?\nCustomer: Ok\nHuman Agent: ¿Hay alguna otra pregunta antes de irnos?\nCustomer: No seria todo"]
["Customer: What happened to ability to create a daily schedule?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It's still possible to create a schedule. You do not need to create a new mode for it either. You can go to the settings the bot mentioned, then tap on the mode you want to schedule, then the Add Schedule option at the bottom."]
["Customer: Troubleshooting\nCustomer: Hi \nI recently changed my wifi router , \nI had trouble connecting cameras \nSo I deleted Zmodo app and started over connecting cameras \nAll are done but one says bound to other account \nHow do I get back in to release it ?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. It sounds like the cameras may be tied to another account you have perhaps created, I can try looking up an email to see if the other account was created with that, or I can also look up the account with one of the cameras ID numbers, it will be on the camera and start with ZMD."]
["Customer: Troubleshooting\nCustomer: Says my device Is linked to another account.\nCustomer: How do I unlink my device from another account\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\n\nCustomer: ZMD17AFI8200480\nHuman Agent: ZMD17AFI8200480 is connected to a phone number account ending in 120.  You no longer have access to this phone?\nCustomer: Yes\nHuman Agent: Login to the app with your phone number.  You will see this camera online.\nCustomer: Yes\nHuman Agent: Are you able to login to your phone number account?\nCustomer: I can't get into my account \nHuman Agent: What happens when you try to login?\nCustomer: It says incorrect authentication\nCustomer: No\nHuman Agent: That usually means the password is incorrect.    You can reset the password on the login screen by tapping on \"forgot password\"\nCustomer: It won't let me\nHuman Agent: What do you mean it won't let you?\nCustomer: The password reset screen is bugged out\nCustomer: It won't send me a new code\nHuman Agent: Do you get an error message? or what happens?\nHuman Agent: You are entering your phone number to reset the password?\nCustomer: But when I enter in the fieldoug they get spaced out strange and the button to send the code won't tap\nCustomer: Number in the field.*\nHuman Agent: Could you please provide a screenshot of what you are looking at?\nCustomer: IL have to log out again\nHuman Agent: You could try rebooting yoru phone or uninstall the Zmodo app and reinstall it. or try resetting the password from a different phone/tablet\nCustomer: D/static_file/1116d991a8_1_20241209164831.jpg\nCustomer: I've done that\nCustomer: Is there any way that I can get this account deactivated?So I can start a new one\nHuman Agent: I can move the cameras to this account if you would like.\nCustomer: Ok\nHuman Agent: one moment\nCustomer: Ty\nHuman Agent: If you refresh the screen or log out and back in with email jbluestar13@gmail.com you will see your 3 cameras on your account\nCustomer: Cool! Thanks!!\nHuman Agent: You're welcome!"]
["Customer: Troubleshooting\nCustomer: I have a zmodo cameras that are not connecting. It says they are linked to a different account and I forgot the password\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What are the IDs of the cameras? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Hello\nCustomer: My camera wont work or connect\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: I did all of that and it says I need to delete my devices but my account says no devices listed\nHuman Agent: What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: ZMD\nCustomer: ZMD13FLED003005\nCustomer: ZMD13GTED001043\nCustomer: These are my two cameras……they both have the same issue and won’t connect\nHuman Agent: Thanks. These are both online, but they're on a different account. They're on a phone number account where the phone number ends in 194, is that familiar to you?\nCustomer: Yes, that’s my wife’s phone number\nHuman Agent: Okay, if you have access to that account, you would want to log out of your current account, choose to log in with mobile number, then log in using that phone number. If you're unsure of the password, you could use the forgot password option when logging in to have a password reset code sent to the phone number. \nCustomer: Ok, thank you.  We’ll try that when she gets home from work.\nHuman Agent: Okay, is there anything else I can assist you with for now? \nCustomer: No, if I have issues, I will reach back out.  What are your chat hours?\nHuman Agent: We have agents available in chat 9am-12pm and 1pm-6pm Monday through Friday if you request an agent in your chat. \nCustomer: Ok….is that EST, CT or MT time?\nHuman Agent: I apologize, that is CT. \nCustomer: Thank you Dillon.\nHuman Agent: No problem. Have a good day!"]
["Customer: How I Can do to share to another phone\nCustomer: Do they have to have the app?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. \n\nHuman Agent: I just wanted to note that they will also need their own account as well."]
["Customer: Set up\nCustomer: It's saying the device is linked to another account\nHuman Agent: Hi my name is Wendy.  Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\n\nCustomer: 13ds83271325\nHuman Agent: ZMD13DS83271325 is connected to a phone number account ending in 021.  You would want to be logged into the app with this phone number.\nCustomer: I am\nHuman Agent: On the app tap on \"me\" in the lower right corner, the account email/phone will be listed at the top of the screen. please check if you see an email or phone number listed on this screen\nCustomer: I am logged in with that phone number and it's still not working\nHuman Agent: You are contacting us right now from email lionking@nntc.net.\n\nOn the app tap on \"me\" in the lower right corner, the account email/phone will be listed at the top of the screen. please check if you see an email or phone number listed on this screen\n\nPlease send me a screenshot of this screen\nCustomer: D/static_file/ef8e8092fc_1_20250117143440.jpg\nHuman Agent: You will want to log out then log in with your phone number.\nCustomer: Well phone number have a different password?\nHuman Agent: I do not know the password for your accounts.  If you try logging in and you get a wrong password message you can reset the password by tapping on \"forgot password\".\nCustomer: All right thank you for your help\nHuman Agent: You're welcome!"]
["Customer: Hi I don't know what to do he's ignoring me I didn't really wanna have to buy a new one I think he is doing it on purpose \nCustomer: Well we were talking about this yesterday about unbinding the camera but he has to go through his email and like said he's ignoring me\nCustomer: Oh he knows I told him I said , I didn't really want to have to buy a new camera if I don't have to and now it will be here tomorrow\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I review your past chat. \nHuman Agent: It looks like Kylie assisted you yesterday with sending an unbind request. If we don't get a reply after 30 days, we'd still be able to unbind there and would only be unable to unbind at that time if he replies and refuses the request. Do you have an invoice from when you purchased? You may be able to find it in your past orders wherever you purchased as well in some cases."]
["Customer: Not wanting to scan QR code\nCustomer: How do I bypass scanning the QR code\nCustomer: It’s not letting me set up the camera it will not scan the QR code\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The camera may only use the QR code setup, there is a way for me to check to see if it can use other setups or only one setup though. Can you send me the cameras ID number, it will start with ZMD, 14 or 15, it also has no dashes and is not the FCCID.\nCustomer: Zmd19gdih501183\nCustomer: Zmd19gdih501190\nHuman Agent: Both of these cameras are currently online\nHuman Agent: Theya re also both tied to another account that was created with an email. \nCustomer: That’s both of my cameras they worked great tell I changed Wi-Fi servers I’ve been trying to get them back online since Friday of last week\nCustomer: I changed my Wi-Fi and I can’t get them back online \nHuman Agent: I cant give you the whole email but I can tell you the first 3 letters and the domain. the email is luc**********@gmail.com\nHuman Agent: Is that one of your emails?\nCustomer: lucindamastin@gmail is me\nHuman Agent: As I said previously, the cameras are online, and are connected to a network, they are not adding to this account though because theya re already tied to an account. You right now are contacting me from an account made with the email dragonflylgm1@outlook.com, can you log out of this dragonflylgm1@outlook.com account and try to login with the other email?\nHuman Agent: your right now logged into the wrong account and that's why you cant see the cameras. \nCustomer: I just got them back up thank you\nHuman Agent: Fantastic, thank youa s well. Have a great day."]
["Customer: I bought this device and it's linked to another account. How do I unlink it?\nCustomer: It's not linked to me I bought it used\nCustomer: Agent\nCustomer: I bought a device from MAC.BID and it's linked to another account\nCan you help me unlink it?\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/373cfadfdf_1_20250212105234.jpg\nHuman Agent: Thank you. Is that the only camera that you have to setup?\nCustomer: No, it came with two. The other one was not linked.\nCustomer: Could you see the number OK?\nHuman Agent: Okay, so you have the other camera setup already? And this is the only one you are still trying to setup?\nCustomer: Yes I have two outside cameras with it. I haven't tried them yet.\nHuman Agent: Can I have the Device IDs for the other cameras?\nCustomer: Cricketlwood@icloud.com\nHuman Agent: Could I have the Device IDs from the other cameras so that I can look them up and see if they are bound to another account?\nCustomer: D/static_file/b67db2754f_1_20250212105850.jpg\nCustomer: D/static_file/2c9d3c38a6_1_20250212105947.jpg\nCustomer: D/static_file/6aa054deed_1_20250212110043.jpg\nCustomer: This is the two outside cameras. I have not tried yet.\nHuman Agent: Thank you. It looks like the first of the outdoor cameras is also on another account. Do you have the invoice or order information from the purchase of the cameras?\nCustomer: Are you there\nCustomer: Agent\nHuman Agent: Yes, I responded after you sent your pictures. I will send my message again.\nHuman Agent: Thank you. It looks like the first of the outdoor cameras is also on another account. Do you have the invoice or order information from the purchase of the cameras?\nCustomer: Hello\nCustomer: Agent\nCustomer: D/static_file/6040fd3f17_1_20250212111407.jpg\nCustomer: I bought it in MAC bid \nCustomer: D/static_file/50d658f8f9_1_20250212111444.jpg\nHuman Agent: The order information will need to show the date, description, price, and seller of the unit.\nCustomer: I sent you a picture. Did you get all that?\nCustomer: D/static_file/9488d87925_1_20250212111606.jpg\nHuman Agent: Yes, but it does not have all of the information. It is not showing the seller information.\nCustomer: How's this\nCustomer: D/static_file/0ca801cd70_1_20250212111747.jpg\nHuman Agent: It is not showing the seller information. If the order details does not have all of the information on it, then we would have to send an Unbind Request to the account the cameras are bound to.\nHuman Agent: As these cameras are already bound to another account I can contact the previous account and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: Ok thank you \nCustomer: Cricketlwood@icloud.com\nHuman Agent: Thank you. Do you have any questions?\nCustomer: No that's it ! \nIt looks like they're easy to uncombined. I don't know why they didn't do that before they returned them."]
["Customer: Troubleshooting\nCustomer: Agent \nCustomer: No problem \nCustomer: We rent a house and it has cameras. The owner deleted the cameras so we could connect them but QR code is not being accepted \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up the cameras to see what setups they sue and to make sure the previous owner did remove them.  I will need all the device IDs, this will be on the stickers which will be on the bottom or back and start with ZMD. \nCustomer: Ok\nCustomer: ZMD 16HKI7200924\nHuman Agent: Okay\nCustomer: ZMD 19I2IHA11473\nCustomer: ZMD 16HKI7201083\nCustomer: The owner stated the fourth camera he had problems with so I didn't include it\nHuman Agent: Okay, All of these cameras are still bound to an account it looks like they did not remove them from the account at all. \nCustomer: Lol, he wasn't to tech savy\nCustomer: Okay, there a process I can tell him on how to do it\nHuman Agent: Unless the current account deletes the cameras themselves, For us tor remove the cameras from the account we would have to go through the unbind process, for that we would either need the original purchase invoice, or I would send an unbind request to the email of the account the cameras are bound to.\nCustomer: Okay, I will tell him and get him to try again. If not, I will come back and figure it out\nHuman Agent: I can send you the directions for deleting a device if you would like that so you can send him that info.\nCustomer: Yes, that would be awesome \nHuman Agent: Here is how:\n1.0 Open the app and tap on edit to the right of \"My Devices\", then select the device you wish to remove.\n2.0 Tap on the 3 dots on the top right.\n3.0 Then tap Delete Device. Once removed, the device’s recordings and events will also be removed.\n4.0 Repeat for any other devices you wish to remove.\nCustomer: Okay, thank you for your time. Very appreciated \nHuman Agent: No problem, have a good day."]
["Customer: Troubleshooting\nCustomer: Agent\nHuman Agent: Hi my name is Wendy.  How can I help?\nCustomer: I spent over an hour with support yesterday\nHuman Agent: okay\nCustomer: At the end they just left me hanging, probably went home \nHuman Agent: What questions do you have?\nCustomer: I bought two cameras, u ha e receipts dron saturday\nCustomer: But cannot add them to my account\nHuman Agent: Are the cameras new? or have they been setup before?\nCustomer: The tech told me yesterday that they had been added to another account\nCustomer: And asked me for the recipt\nHuman Agent: ok  Could you please provide the device IDs on the 2 cameras and attach copies of your receipts?\nCustomer: I sent it via the chat\nCustomer: Do you ha e a cess to all that?\nHuman Agent: I can check the previous chat one moment\nCustomer: ZMD17H4IF906583\nHuman Agent: ZMD17H4IF906593 & ZMD17H4IF906583\nCustomer: ZMD17H4IF906593\nHuman Agent: Could you attach a copy of your receipt here for the cameras?\nCustomer: D/static_file/7db149cf1e_1_20241022100048.png\nHuman Agent: This screenshot doesn't show anything about cameras.\nHuman Agent: You will want to keep the cameras unplugged from power until they can be unbound.\n\nCould you please provide the receipt for the cameras?\nHuman Agent: Without the receipt, I can contact the previous account on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous account. If the request is denied then I would need the original invoice for anything further.\n\nJust let me know if you would like me to send out the unbind request for you.\n\nCustomer: I have the recipt\nHuman Agent: Okay please attach it here\nCustomer: Can I send via email?\nHuman Agent: Yes.  you can email it to me at support@zmodo.com\nHuman Agent: Could you email the receipt as an PNG, PDF, or JPG file?\nHuman Agent: copy/paste won't work"]
["Customer: Set up\nCustomer: Have a camera that is set up to another account and would like to set it up on my current account \nHuman Agent: Hello, you've reached customer care, my name is Kylie. If the camera is tied to another account and you want it on this account we would have to go through the unbind process to unbind it. That can be done with two different ways, either with the invoice from the original purchase of the camera or by sending an unbind request, do you have the invoice?\nCustomer: Maybe. I bought through Amazon. Would that be acceptable \nHuman Agent: Yeah, as long as it shows the Date of purchase, item, and seller then I can compare that to the camera\nCustomer: Give me a minute to find it\nHuman Agent: Okay, I will need the cameras ID as well for the comparison, this will be on the cameras sticker and start with ZMD. \nCustomer: I can also give you my old email login, I just can't remember my password to my email or to the camera \nHuman Agent: That's okay I wont need that, I am not able to log into the account for you, I would just need the Camera ID and the invoice.\nCustomer: The camera #ZMD16LEI7208376\nCustomer: I can't go far enough back in my Amazon account \nHuman Agent: You can sort by year when looking at previous purchases, try that.\nCustomer: I did. I can't find it. It stops after 3 years\nHuman Agent: Odd, are you perhaps able to search your emails for the invoice info instead?\nCustomer: Maybe. This may take a bit. \nHuman Agent: Okay, if its longer then 5 minutes just be sure to check in here or the chat will time out."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Not working \nCustomer: Help\nCustomer: Lost access to account\nCustomer: Agent \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the old account?\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 13ile2255705\nCustomer: It's under my phone number but I can't login with my #\nCustomer: I tried to register it under my email but because it's under my phone # it won't allow me\nCustomer: I've tried several ways via my phone # and can't get it to work. \nHuman Agent: Do you still have the same phone number? The camera is on a *******462 phone number. If you do have that phone number, then you can tap on Forgot Password to reset the password and log in.\nCustomer: I do have that number but every time (like 10 times) ,it's not working for the forget my password \nCustomer: Can we delete it from my phone number & add it to my email address? \nHuman Agent: What happens when you try to reset the password? Did you enter your phone number, a new password, and then tap on \"Get it\" to be texted the verification code?\nCustomer: When I've been able for it to send me the verification code (doesn't work each time), I've reset, then try and login with the new password & then it tells authentication failed.\nCustomer: It's so frustrating \nCustomer: I've used my number with the + sign, without with the 1813 without the 1\nCustomer: I'd rather just add it under my email address \nHuman Agent: Okay, so that means you are entering the wrong password. You may have made a typo in the password. You can tap on the eye icon so that you can see the password you are typing in when you reset, and then you can tap on the eye icon when you are entering the password to log in.\nHuman Agent: So you enter your phone number with the area code when you are trying to log in?\nCustomer: I've done this literally over 10 times\nCustomer: Yes\nHuman Agent: I understand, but it sounds like you are making a typo when you are either resetting the password or when you are logging in after you reset the password.\nCustomer: I've used the eye to make sure I'm typing the correct password & still can't get in\nHuman Agent: Because the \"Authentication Failed\" message is the message that comes up when the password does not match.\nHuman Agent: That error message means it is not the correct password to log in to the account.\nCustomer: I'm pretty tech savvy & know what I'm doing. It's been so frustrating \nCustomer: Why can't we just move it to my email address?\nCustomer: I'd prefer to delete the camera off my phone number so I can add it under my email address \nHuman Agent: I understand it is frustrating. That is the only thing that message means though, so there is an issue with the password you are typing in. You are either entering it incorrectly when you reset the password or when you are logging in after you reset the password.\nHuman Agent: You can do that when you log in to the account. \nCustomer: Little hard when I can't even get in\nHuman Agent: Otherwise, do you have any other cameras on your account? If so, can I have the Device IDs for those cameras?\nHuman Agent: I know you cannot get in. What I have been trying to have you do is walk through resetting the password again, because you are just making a typo somewhere in the password reset process.\nCustomer: I had other cameras but gave them to my aunt so I don't have them anymore. \nCustomer: I can provide whatever other information you need to delete this camera off my phone number so I can add to my email ad\nCustomer: *address \nHuman Agent: Okay, can you unplug the camera and leave it unplugged for me?\nCustomer: It's unplugged \nHuman Agent: The camera has been unbound and you can set it up on another account.\nCustomer: Thank you for handling that! \nCustomer: Do I just go through the normal setup process.\nHuman Agent: I can add it for you as it is already online. What would you like it to be named?\nCustomer: Living Room\nCustomer: There's a solid blue light\nHuman Agent: Just added it. If you do not immediately see it on your home page, you can pull down there to refresh. \nCustomer: Ok. I'll check now. If I do, will I lose you? \nHuman Agent: The chat will remain active for 7 minutes from the last message so you may freely leave the chat and return so long as it is within that time frame. \nCustomer: You rock!!!! \nCustomer: Really appreciate you handling that for me!! \nHuman Agent: No problem. Anything else I can help you with for now?"]
["Customer: Mira,  I just purchased a property in Cross Hill, SC where the prior owner already had zmodo cameras and an account.  I would like to know how to activate or have that account transferred so that I have access to those cameras?  Ron Waddell\nCustomer: I of course did not purchase the cameras, as the previous owner of the property did that.  I can of course set up a sign in but have purchased a subscription yet, and my email or phone number were not the ones which were used for the original set up of the cameras.  The prior property owner did that\nCustomer: when you say I need to contact customer support, is that not what you are?\nCustomer: Agent\nCustomer: Grant, I purchased a property in Cross Hill, SC where the prior owner purchased zmodo cameras and had a subscription with zmodo.  I believe he has discontinued his subscription and I am trying to set a new one up and have camera access.  How can I do that?\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I am not at the property at the moment, but may be able to get that information from the prior owner.  Is that all that I would need to get from him or do you need the email or account name he had?\nCustomer: are you there?\nHuman Agent: I would need the Device IDs from the cameras. That is where we would need to start and then with the IDs I can look up the cameras and see what needs to be done.\nCustomer: ok, I will get that when I am next at the property or I may be able to get from the prior owner.  And if there are multiple cameras, do you need the ID on each?\nHuman Agent: Yes, I would need the Device ID from each camera.\nCustomer: ok, thank you for now.\nHuman Agent: You're welcome."]
["Customer: Technical support\nHuman Agent: How can I assist you?\nCustomer: I can't delete my devices \nCustomer: I have tried everything the bot first response.\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Cache, update app, restart phone etc..\nCustomer: If I give you date dou you have access to the camera?\nHuman Agent: That would allow me to look up the camera in our system.\nCustomer: But will you se the content or live video?\nHuman Agent: No, I would not be able to see the video from your camera.\nCustomer: Ok let me check the info\nCustomer: Just a second \nCustomer: ZMD13ISD9000109\nCustomer: Let me know what comes\nCustomer: Are you there?"]
["Customer: This app works with Zmodo NVR?\nCustomer: -1\nCustomer: Live help available?\nCustomer: Customer care agent\nCustomer: Ok\nHuman Agent: Are you having trouble with your NVR?\nCustomer: No, I just want to know if this app Smartz works with my Zmodo NVR?\nHuman Agent: Yes it should work with the NVR on your account."]
["Customer: Agent\nHuman Agent: How can I assist you?\nCustomer: I need to know if the previous customer care agent removed the cameras from the previous owner’s account so I can link them to my account\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd14ftda204598\nCustomer: Zmd14g2da211599\nCustomer: Zmd14irda260025\nHuman Agent: It looks like the Unbind Request was sent earlier today. The cameras have not been unbound yet.\nCustomer: How long does it take?\nHuman Agent: We can contact the previous owner and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will contact you."]
["Customer: Customer service \nHuman Agent: How can I assist you?\nCustomer: Hello Grant, I bought a set of cameras from a thrift store. After setting them up to my WiFi I was unable to add them to my account. I get an error message that states that they are associated with another account. \nHuman Agent: Could I have the Device ID of the cameras you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: On the error message, it said to disconnect them immediately and contact customer service for assistance\nCustomer: D/static_file/067f359d95_1_20250113095909.jpeg\nCustomer: D/static_file/cddd7d1d29_1_20250113095921.jpeg\nCustomer: D/static_file/1879cb5cad_1_20250113095927.jpeg\nCustomer: D/static_file/49a541475b_1_20250113095932.jpeg\nHuman Agent: Thank you. Do you have an invoice or order information from the purchase of the cameras?\nCustomer: I do not. I bought them at a thrift store. I have the box and the box has the price written in it. \nHuman Agent: Alright, then let me check something on my end. We have another possible option.\nCustomer: A thrift store is a place where people drop off donations and the thrift store sells them to the public for a cheap price. Okay thank you. \nHuman Agent: As these cameras are already bound to another account I can contact the previous account and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: That’s fine. Thank you so much. Taqueriatldallas@gmail.com\nCustomer: Is it possible to also go back to the store and have them do an invoice for me for proof of purchase? Or is it better to wait for the previous owner to respond? \nHuman Agent: You can try and see what they will give you. Since it is a thrift store, it is probably unlikely they would be able to give you a sufficient invoice, but I asked because it is typically faster to get the cameras unbound than the Unbind Request email.\nCustomer: They are most likely just going to give me a receipt. I guess we’ll wait. Thank you. \nHuman Agent: You're welcome.\nCustomer: This is all I needed help with. Thank you."]
["Customer: Disconnect from account\nCustomer: Agent\nCustomer: Hi I bought 2 cameras on eBay a while back and it is linked to another account\nCustomer: 2\nCustomer: I bought 2 cameras on eBay a while back and they are linked to another account. I spoke to an agent earlier today and he told me that they where unlinked from the original account and that now I could add them \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What are the IDs of the cameras? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Agent \nCustomer: Good afternoon Grant, I’m not sure if you can see my previous chat but I had made a request to remove an account on my security system \nHuman Agent: Yes, and I said that I had sent an Unbind Request to the contact email that you had setup, which is different from the email used to log in. Did you check your email inbox for the email that I sent?\nCustomer: Checking right now! Thank you and sorry I restarted my Phone and lost the chat. \nCustomer: I just replied to the email. \nHuman Agent: Alright, I have removed it from the account it is bound to. You can setup the NVR on a new account with the Smart Kit setup.\nHuman Agent: Here are the instructions to add an NVR to your account:\n\nPlug in the device to both power and the router, make sure your phone is connected to the same router as the NVR.\nOpen the App and confirm you are signed in with the account you want the device linked to.\nTap the plus sign (+) on the top right and select Legacy, then Smart Kit.\nTap the check mark to confirm the NVR is powered up, this will prompt the app to do a network search for the NVR.\nIf the app locates the NVR it will show you the option to select the NVR and Name it. The name goes on the same line as the Device ID, after entering a name you can adjust the time zone and enter a password for your device.\nLastly tap on the checkmark at the bottom to add the device.\nCustomer: Ok thank you so much going to do that right now!!!  And quick question, I’m having trouble connecting a brand new camera to an old NVR, when I plug in the internet it goes out, is there any way I can make it work with the internet? \nHuman Agent: That would depend on the NVR and the camera. Could I have the Device ID of the NVR and the camera?\nCustomer: NVR is ZMD13BL59200345\nCustomer: D/static_file/76f8891523_1_20240913162226.jpeg\nCustomer: And this is the camera \nHuman Agent: You can check the cable. Try plugging the camera in with a different cable. If plugging that camera causes the NVR to turn off, then there is most likely an issue with the cable or the camera.\nCustomer: Ok thank you I’ll check later through the day. If I have a bad camera can I get compensation for sending it to you guys and buying a new one? \nHuman Agent: Unfortunately, no. The camera would not be under warranty any longer. The only active warranties would be one year warranties. This model of camera has not been made or sold for several years, so it would not be under warranty.\nCustomer: Ok no problem. Thank you for helping that’s all I have for today. Have a good weekend ! \nHuman Agent: You're welcome. You have a good weekend, too."]
["Customer: Costmr crves\nCustomer: -1\nCustomer: Customer service\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: Hi\nCustomer: I bought a used camera but I couldn't open it because there was a previous user. I want to cancel the previous user and register a new user.\nHuman Agent: What is the ID of the camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: The previous user told me how to register but he didn't tell me that the camera is registered under my name and I couldn't reach him. I tried to call him several times but his phone is off.\nHuman Agent: What is the ID of the camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \n\nCustomer: Yes I have the camera\nCustomer: I will send it to you\nHuman Agent: Okay, thank you. \nCustomer: D/static_file/66e6a9a3bb_1_20250116142523.jpeg\nHuman Agent: Thanks, and do you have an invoice from the purchase of the camera? \nCustomer: Of course not\nCustomer: Because I bought it used from someone\nCustomer: The camera is not new.\nCustomer: He gave me the camera with the charger.\nHuman Agent: I understand, but buying used can mean something like Facebook Marketplace or could mean eBay or Amazon still where you would have an invoice. If you do not have an invoice, we will need to reach out to the current account holder to request permission to unbind the device. They will have 30 days to reply. If they reply and approve the request or do not reply in that time, the device will be unbound. If they reply and deny the request, we would not be able to proceed. Is your account email good to reach you on once the process has finished?\nCustomer: Yes\nHuman Agent: Okay, I will reach out to them and follow up with you once the process has finished either way via your aa1724648@gmail.com email. Is there anything else I can help you with for now?\nCustomer: No thanks \nHuman Agent: Okay, have a good day! \nCustomer: You too"]
["Customer: Troubleshooting\nCustomer: Can’t get into my camera \nCustomer: Live agent \nCustomer: Here is a better pic\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/9951be970d_1_20250211160235.png\nHuman Agent: Thank you. That camera is setup on a different account. Do you have a different email address you may have used to setup the camera?\nCustomer: My new email address is pamthomas8983@gmail.com\nCustomer: I can’t get into it to reset it\nHuman Agent: I understand, but the camera can only be setup on one account at a time, so it would need to be removed from the original account you setup the camera on before you can connect it to a new account.\nHuman Agent: Do you know the email address that you initially setup the camera on? And if you do, then are you able to receive emails at that email address?\nCustomer: It was set up on pamthomas8389@gmail.com but it got hacked and I don’t know the password I can only receive emails on my new email \nCustomer: Are there away for you guys to reset it\nHuman Agent: Alright, if you cannot access your old email address, then we have a few options. First, is that the only camera that you have?\nCustomer: Yes\nHuman Agent: Alright, I have removed the camera from your old account and you can connect it to your new account with a LAN Search in your app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: Ok I will try that\nCustomer: Thank you \nHuman Agent: You're welcome.\nCustomer: I just thought about it it’s on a old WiFi we had I have a new WiFi can you remove the old WiFi on it\nHuman Agent: No, I cannot change the Wi-Fi network that the camera is setup on. The camera is online, which means it is getting an internet connection.\nCustomer: Ok I will try what you told me thank you \nHuman Agent: You're welcome."]
["Customer: hi\nCustomer: Hi Mira, I have a problem unlinking a camera.\nCustomer: I have done it many times and it does not allow me to do it and I have not been able to link the camera with another account.\nCustomer: of course I have access to the previous account and from there I have unlinked, restarted and deleted it a thousand times, and it does not allow it, the camera is still linked.\nCustomer: What can I do? should I lose the camera? I can no longer link it to my account?\nCustomer: of course I have the identifiers of the camera\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are needing help with? The device ID will be listed on a sticker on the camera and will start with ZMD or GSG\n\nCustomer: hi Wendy the ID is ZMD1387A7000460\nHuman Agent: ZMD1387A7000460 isn't pulling up any info, there may be a typo.  could you please check for typos or attach a clear picture of the ID?\nCustomer: I WILL SHARE THE IMAGE WITH YOU\nHuman Agent: ok thank you\nCustomer: D/static_file/2710466e5d_1_20250120163206.jpeg\nCustomer: Is it okay like this?\nHuman Agent: ZMD13B7A7000460 thank you.  This camera is connected to your email \thernan.mvelez@gmail.com\nHuman Agent: Are you needing help setting it up? or you are wanting to remove it to setup to a different account?\nCustomer: is correct\nHuman Agent: Are you needing help setting it up? or you are wanting to remove it to setup to a different account?\nCustomer: I want to remove it to put it in another account\nHuman Agent: okay one moment I will delete it\nHuman Agent: ZMD13B7A7000460 has been unbound.  It can be setup to a different account now using Zink setup\nCustomer: So I can link it to my other account where I have my other cameras?\nHuman Agent: yes you can set it up to another account now using Zink setup\n\nCustomer: great...\nCustomer: thank you very much, I will start the process of linking the cameras....\nHuman Agent: You're welcome!\nCustomer: as there are 4 of them, I must link them all, right?\nHuman Agent: The other cameras are not bound to an account?  What are the device IDs on the other 3?\nCustomer: yes, the other 3 are linked to my account and they work perfectly... I don't have the IDs at hand, I would have to download them from where I have them installed, sorry.\nCustomer: I don't know if you can help me link this camera to my account?\nHuman Agent: You are needing help setup camera ZMD13B7A7000460 ?   Is the indicator light blinking green?\nCustomer: I will connect it, give me 1 minute\nHuman Agent: ok\nCustomer: ready, now blinking green\nHuman Agent: ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nCustomer: perfect, so when I synchronize I have to put 4 devices?\n\nHuman Agent: You could try 1 at a time.\nCustomer: but if I already have 3 cameras in my account, then I only write 1 device?\nCustomer: to link this one that you just helped me remove?\n\nHuman Agent: I don't know the device IDs on the other 3 cameras.  \nHuman Agent: You were wanting to setup camera ZMD13B7A7000460  right? The one I just unbound for you?\nHuman Agent: You would setup ZMD13B7A7000460 using Zink setup. 1 device.\nCustomer: ok, perfect..."]
["Customer: how can i delete my camera from an account that i cannot see\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Do you mean you have a camera that you wish to use that is currently bound to another account you do not have acess to?\nCustomer: my camera is showing in the app as connected to another account - how can I reconnect to it\nHuman Agent: for removing it we would have to go through the unbind process, I will need to look up what kind of account the other camera is currently tied to, I will need the cameras ID numbers which will start with ZMD and be on the cameras sticker"]
["Customer: Hello, we bought a NVR device (ZP-NJ18-5; device number ZMD13DRS59000028), but the previous owner deleted his account before removing the device from his App. Now we cannot connect our new device in our App. Could you please advice?\nHuman Agent: Hi my name is Wendy.  ZMD13DRS59000028 doesn't pull up any info there may be a typo.  Could you please re-type out the ID? or attach a clear picture of the device ID?\nCustomer: Hi Wendy, it was a typo. The correct ID is ZMD13DR59000028\nHuman Agent: ZMD13DR59000028 is connected to c.----@h-s.at\n\nDid you get a receipt for the NVR?  Did you purchase it on eBay?\nCustomer: That is Christine Schreyer, the previous owner. She is a friend from our neighbourhood and hence we do not have a receipt\nHuman Agent: I will contact the previous account on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous account. If the request is denied then I would need the original invoice for anything further.\n\nI will follow up with you by email after the device/s have been unbound.\n\nHuman Agent: It is just the NVR you purchased?  No other devices?\nCustomer: That would be great, thanks. We only purchased the NVR\nHuman Agent: okay.  I will send you an email as soon as the NVR is unbound.\nCustomer: Many thanks!\nHuman Agent: You're welcome! have  a great weekend.\nCustomer: You too!\nHuman Agent: thanks!"]
["Customer: Reset device \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. If you're trying to reset an online device in your account, you may do so by going to settings to the right of my devices on the home page of the app, selecting the camera, hitting ... in the top right, then choosing to reset. If this is for a camera you're trying to set up though, what is the ID listed on the camera?"]
["Customer: Como elimino una cámara que no puedo conectar?\nCustomer: La cámara no tiene botones de reinicio \nCustomer: Si la detecta pero me dice que no se puede conectar \nCustomer: Me dice que está vinculada a otra cuenta\nCustomer: Agente\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. Tendré que buscar los dispositivos para ver a qué tipo de cuenta están vinculados. ¿Pueden enviarme todos los números de identificación y modelo de todas las cámaras? La identificación comenzará con ZMD o GSG, no con fccid."]
["Customer: Hello, I have my father who recently passed away. Who utilizes your services. I would like to continue the servicing his house. What’s a good number to speak to someone about continuing the service\nCustomer: Yes, please I need the agent’s phone number\nCustomer: 1\nCustomer: Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can schedule you for a call so you can  speak with a rep over the phone if you prefer, what would you like?\n\nCustomer: If someone can call me that would be great \nCustomer: 720-813-3384\nCustomer: I would like to continue the service services on my father‘s house. He recently passed away.\nCustomer: Can you help me with this?\nHuman Agent: I can try to check some things for you from chat here, sure. First I would need to look up your fathers account, do you know what he created his account with? it would of been an email or a phone number? if you have a device logged into the account you can check this in the Me section, it will tell you a phone number or email from there which would be the acct details I would need to look it up.\nCustomer: Act 10002536\nCustomer: His gf who is not in the account made changes to the account yesterday and she is not authorized to do any changes \nCustomer: I think this might be a little complex which is why I thought a phone call would be better. \nCustomer: I just want the account to be setup the way it was two days ago. And whatever fees can be taken out of my account \nHuman Agent: Okay, If you want to talk over the phone more then over chat that is perfectly fine, Let me start scheduling you for a call from my end, I will need your name, email for yourself, and your time zone. \nCustomer: I am going to give you my finances information. Yericapessoa@gmail.com 720-813-3384 Mountain time zone \nCustomer: The sooner the better. His gf is making changes that make me question her intentions \nHuman Agent: Okay, One moment while I schedule you.\nCustomer: Thank you \nHuman Agent: Looks like the soonest time I have available for calls is for 8AM-9AM your time, mountain time (we are on central time and open live support at 9AM so that's the soonest we can schedules call for a weekday) Does that work for you?\nCustomer: Is that for tomorrow? You don’t have a date in there. I would like the soonest \nCustomer: This is very important \nHuman Agent: No, we don't have any available times today for calling unfortunately the call slots for the rest of today are completely booked up. \nCustomer: Okay that’s fine. Are you referring to a call tomorrow? \nHuman Agent: The soonest available is the time I said is 8AM-9AM your time, mountain time that I can schedule you for a support call, there are no sooner times available unfortunately. \nCustomer: I don’t think you have the urgency to assist me. I just told you my father passed on Saturday and that his gf is illegally altering his account. \nCustomer: I also said that is fine! Does that mean February 27th or the 28th? What day?! \nCustomer: I asked that question 3 times \nCustomer: I am fine with the time. What day are we scheduling the call for \nHuman Agent: Its for tomorrow, at 8AM-9AM. \nCustomer: Okay so Feb 27th at 8AM-9AM. Perfect! Please call me at 720-813-3384 \nHuman Agent: I have successfully scheduled you as you requested. You will receive a call tomorrow for troubleshooting/discussing your issue in that time bracket so keep an eye on your phone. \nHuman Agent: Any other questions before we go?\nCustomer: That will be all thanks"]
["Customer: Update\n\nCustomer: Needing to update software \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Which device are you trying to update?"]
["Customer: Can you make sure no one else is logging into my account, \nCustomer: 1\nCustomer: Can’t reset my password and the 2 step isn’t working \nCustomer: Can you tell who has been logged into your account \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Do you get an error? \nCustomer: No I just want to make sure my ex husband isn’t and hasn’t been logged into the account \nCustomer: Hello \nHuman Agent: We cannot see devices signed into the account. All we recommend is changing the password if you are concern that is not enough you can move the devices to a new account. \nCustomer: When you change the password does it actually kick devices out and make them enter a new password ? \nHuman Agent: Yes but it can take a bit of time as the app needs to refresh (or they need to try an access a device)"]
["Customer: Set up\nCustomer: Set up\nCustomer: QR CODE\nCustomer: I don't see home page\nCustomer: Are you referring to the Smart eaze app?\nCustomer: There is no + at the top\nCustomer: Agent\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie, are you able to take a screenshot of the poage where you do not see a Plus at and send it in the chat ehre for me\nCustomer: I'm totally confused with this setup\nCustomer: If I go to home page will it leave this chat\nCustomer: Are you there?\nHuman Agent: Yes, you will be able to come back to this chat\nCustomer: Ok\nHuman Agent: Okay\nCustomer: D/static_file/eeffb07a9c_1_20241105140047.jpg\nCustomer: Is this home page?\nHuman Agent: No, you would go to the devices section then you will see the Plus, that is the Home page\nHuman Agent: Here are the directions as was sent before for you so you don't have to scroll up. \"To connect your camera to the internet using the QR code setup, follow these steps:\n\n1. Open the app and go to the home page.\n2. Tap the plus sign (+) located at the top right corner and select the QR code option.\n3. Follow the on-screen instructions and tap \"next\" to proceed.\n4. When prompted, enter your Wi-Fi password.\n5. After entering your password, tap \"next.\" This will generate a QR code containing your Wi-Fi information on your phone screen.\n6. Hold the QR code in front of the camera you wish to set up.\n7. Once the camera successfully connects, the app will prompt you to name the device, set the timezone, and add a password.\n\nBy following these steps, you should be able to enable internet access for your camera.\"\nCustomer: D/static_file/acf2d5c231_1_20241105140418.jpg\nCustomer: Is this correct?\nHuman Agent: Yes, there should be a Plus bellow, you may have to scroll down to sewe it, if you do not you may have the Phone text size set too large and if thats the case would need to ajust the text size in your phone settings to smaller. \nCustomer: I'll just return cameras. Should not be this difficult to setup iv never had this kind of trouble setting up devices before.\nHuman Agent: Okay, if you so wish that is perfectly fine as long as its within the return for refund window which for our products is 30 days from the date of purchase. Have a wonderful day"]
["Customer: My other cameras are linked to another account of mine\nCustomer: 1\nCustomer: How do I speak with agent ?\nCustomer: Thank you\nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the devices that are on the other account, can you send me all the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid."]
["Customer: I need help \nCustomer: I need help to delate a cámara from another account but I don’t have access to this account \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Need help getting a camera back on my app that was previously connected \nCustomer: Need more help\nCustomer: Cannot get previously connected camera to show on app\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: Remove camera from account\nCustomer: Hello\nHuman Agent: Are you able to get that ID? \nCustomer: D/static_file/857fbac31b_1_20241022165541.jpg\nHuman Agent: Thank you \nCustomer: Your welcome \nHuman Agent: This camera is currently linked to an email account starting with po*********@gmail.com, do you recognize the account? \nCustomer: Yeah that my account and yes the camera is supposedly currently connected to the account but it's not coming up I can't see nothing at the camera puts out\nCustomer: And it seems the only way to reset it is to have it removed from the account and start from scratch\nHuman Agent: You are currently signed in with 3023974624 so you need to sign out this phone number account and sign in with the email"]
["Customer: Set up\nCustomer: Why is my camera not showing up in the cloud?\nCustomer: It's showing blank pages \nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Can you elaborate on what you mean? Are you trying to view your cloud playback on your phone?\nCustomer: I'm not seeing my playback it showing blank \nCustomer: Yes \nHuman Agent: It looks like your account only has cameras shared from another account. Do you know if playback is working on the main account? It's possible they could have turned off playback for your account. \nHuman Agent: Also to be clear, which camera are you having this trouble with?"]
["Customer: Trying to get cameras released so I can give to someone else \nCustomer: I am trying to do that but it will not let me\nCustomer: I am trying to connect two cameras to make sure they still work but they won't connect \nCustomer: -1\nCustomer: Representative \nCustomer: I need to see if two of my cameras are working but I cannot seem to connect them. They are solid blue when I plug in\nHuman Agent: Are you trying to delete cameras from your account? Or are you trying to setup two cameras?\nHuman Agent: Solid blue means they are connected to a Wi-Fi network.\nCustomer: I am trying to set them up to make sure they work properly and then delete so I can give them to someone else \nCustomer: It is solid blue but they do not show up on my app\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 17A617538158\nCustomer: 17A617538230\nHuman Agent: That camera is online, but unbound. So it is connecting to a Wi-Fi network and you have already deleted it from your account.\nCustomer: I am trying to temporarily connect it to my account to see if it is still working because we have not used them in awhile and it will not show up on my app as connected \nCustomer: Therefore I cannot see if it is working properly \nHuman Agent: Since the camera is already online, you would need to try to add it to your account with a LAN Search in the app. \nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: Hello?\nHuman Agent: Did you receive my messages about performing a LAN Search in the app? I will send them again.\nHuman Agent: Since the camera is already online, you would need to try to add it to your account with a LAN Search in the app. \nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: Got it. It worked that way. \nCustomer: So in order to give them to someone to use I just need to delete them from my app?\nHuman Agent: Yes, you would remove them from your account so that they can be setup on another account.\nCustomer: Ok. Thank you so much for the help\nHuman Agent: You're welcome.\nCustomer: I have deleted them all from the app so they should be good to go\nHuman Agent: Do you have any other questions?"]
["Customer: Device linked to another account \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: None of this is working\nCustomer: Trying to set up security cameras\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: GSG5001C00191309 and GSG5001C0091313\nHuman Agent: Can you try sending the first Device ID again or send a picture? That Device ID has too many characters.\nCustomer: GSG5001C\nHuman Agent: Can I have the rest of that Device ID?\nCustomer: 191309\nHuman Agent: Okay, that is too many characters. The Device ID is 15 characters long and what you are sending is 16 characters. There may be an extra number or letter that you are sending.\nHuman Agent: Alright, I think I found where your typo was and have that device. First, the cameras are setup on a different account. Have you setup these cameras before? Or did you purchase or receive them used?\nCustomer: No, the cameras were install in the house when we brought the house back in April last year\nHuman Agent: Alright, these cameras may have been made by a partner company. Is there any branding on the cameras or on the power adapter?\nCustomer: None that I can see\nHuman Agent: Then they are probably made by a partner company. Do you have the box or any information on the purchase? They would likely be purchased from Rraycom or ELECCTV.\nCustomer: No, the previous owner didn't leave us any boxes or I instructions\nHuman Agent: If there is no branding on the cameras at all, then it would be made by either Rraycom or ELECCTV. You would need to contact the company that made the cameras to have them removed from the account they are setup on. You can contact Rraycom at Rraycom@hotmail.com and ELECCTV at jojoleejeans@gmail.com.\n\nI would suggest reaching out to them as they may be able to tell you if it is their cameras and what you need to do to remove them from the account they are currently on so that you can connect them to your account."]
["Customer: Hello?\nCustomer: Will the smartz ease app work for resetting my forgotten password?\nCustomer: OK what if im locked out of applying my password due to to many failed attempts?\nCustomer: 1\nCustomer: Thank You\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Please dont start more chats if you dotn recieve a response right away. I answered you in the previous chat but becasue you exited and started a new one you were unable to view it. This is because you are contacting as a Guest. \nHuman Agent: the answer to your question is Yes, you can use the Smartz app or the Zmodo app to reset your password if you already have an existing account."]
["Customer: Need a camera reset because can't remember credentials to my old app and it's bound to that app I need it reset I can't reset it manually for some reason\nCustomer: Representative\nCustomer: I need one of my cameras reset because I have no access to the app we had it tied to before and I can't get it to reset so I'm going to need you guys to do it for me\nCustomer: That's what I'm saying I can't get it off of the other account\nHuman Agent: Hello, you've reached customer care, my name is Kylie, I will fist need to look up the device, can you send me the cameras ID number, it will be on the cameras sticker and start with ZMD\nCustomer: D/static_file/e8aeb30f56_1_20241122144717.jpg\nCustomer: Did you get the picture I sent\nCustomer: Hello\nHuman Agent: Yes, it came in now, let me look up this device\nHuman Agent: it looks like this camera is tied to an account that was created with an email, to remove it from the account we will have to go through the unbind process, for that I can either send an unbind request which when they respond with permission or if there is no response after 30 days I will be able ot unbind the device, or another option is to try and unbind it with the original invoice from the cameras purchase. Do you have the invoice?\nCustomer: The email that it was put through is my wife her email we don't have access to get on it anymore is what I'm saying I bought the camera I bought it off of either Amazon or ebay I can't remember which one but I'm trying to hook it back up it's binded to that account and we can't figure out the access passwords or anything to get that camera off of there so I need to do whatever I need to do to get it done I tried to reset it but for some reason it won't do that neither so I need it situated so I can hook it back up and get it back running again I really personally do not want to have to purchase another camera for this\nCustomer: No I do not have the original invoice that cameras over a year or so old\nHuman Agent: Okay, If you do not have the origional invoice for the unbind the only other option is to send the unbind request to get it unbound from this account. I will do that now, is the best email to notify you with the wolfey270652@gmail.com email?\nCustomer: Yes that's fine \nHuman Agent: Okay I sent the unbind request now, if we receive a response of approval or if it has been 30 days with no response then I will send you an email. Is there any other questions before we go? \nCustomer: No that you \nCustomer: Thank*\nHuman Agent: Okay, have a great day"]
["Customer: Troubleshooting\nCustomer: Migrate cameras to new account\nCustomer: Remove camera from current account\nCustomer: Old account not known\nCustomer: Remove camera from forgotten account\nCustomer: -1\nCustomer: Camera needs to be removed from forgotten old account\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to access? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Need to speak to a live agent\nCustomer: Need to speak to a live agent\nCustomer: Agent\nCustomer: Agent\nCustomer: Agent\nCustomer: Agent\nCustomer: D/static_file/e3dd9581d2_1_20250106154142.png\nCustomer: D/static_file/e3dd9581d2_1_20250106154142.png\nHuman Agent: How can I assist you with those cameras?\nHuman Agent: How can I assist you with those cameras?\nHuman Agent: It looks like those cameras are setup on another account. The account is a @gmail.com email address and the first two characters are \"ca\".\nHuman Agent: It looks like those cameras are setup on another account. The account is a @gmail.com email address and the first two characters are \"ca\".\nCustomer: ???\nCustomer: ???"]
["Customer: Troubleshooting\nCustomer: i am trying toreconnect a camera to the network\nCustomer: i want to delete the camera\nCustomer: i do not see \" delete device\" onbly reset device\nCustomer: i want to tyalk to someonbe\nCustomer: Troubleshooting\nCustomer: i want to talk on the phone\nCustomer: agent\nCustomer: agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do all of our calling via scheduling, I will send you the call scheduler so you can schedule yourself a callback. Let me know if you have trouble submitting it at all. \nCustomer: i want to know how to delete a camera. i click onb the gear icon then three dots. there is not a delete device option\nHuman Agent: are you able to take a screenshot and send it to me how it looks after you tap on the three dots?\nHuman Agent: I dont see any devices tied to this email mike.angley401@gmail.com account so im not sure what you are trying to delete.\nCustomer: i can only see the gear icon on the phone app. on the computer app there is no gear icon\nCustomer: my log in is with my phone number on the phone app\nCustomer: how do i log into computer app with my phone number\nHuman Agent: theres no way to delete cameras from the website, only from the app. \nCustomer: ok. so lets go through it with phonbe app\nHuman Agent: if you want to delete a camera you would go on the app, click the camera live, click the settings gear, click the three dots then choose delete. \nCustomer: there is not a delete option\nCustomer: ho can i show you my phone image. im on the computer now\nHuman Agent: you cant delete cameras from the computer, only from the mobile app\nCustomer: ok. im trying to tell you i want to send you the picture of my phone. there is not a delete button\nCustomer: i see the problem. the camera i am trying to delete is not connected to thge network. it  wont connect\nCustomer: the remove device option is only available if the camera is currentlty connected to the network\nCustomer: how do youy remove a camera if it isn't connected to the network\nCustomer: my account login is with my phone number not an email. 770-710-5491. can you log in\nHuman Agent: I cannot log into your account for you. If its not connected to a network all you would have to do is go through the setup to add the cameras and connect it.\nCustomer: the camera is already in my account. i want to remove a camera that isn't connected to the wifi\nHuman Agent: you don't have to delete a camera to set it back up, you would just unplug and plugin the camera then go through the setup to reconnect it. \nCustomer: if i add it again. it will be there twice\nHuman Agent: No, it doesnt add it twice.\nCustomer: then how do i remove the old one from the app\nHuman Agent: you don't have to remove the camera just to set it back up again. You can go through the setup as normal to reconnect it without needing to do that.\nCustomer: ok. that worked. i have another camera that went bad. i can't add it back. i want to delete that one\nHuman Agent: What is the name of the camera I can delete the camera for you. \nCustomer: bad camera\nCustomer: i thought you couldn't get into my account\nHuman Agent: I cant get into your account, I can still delete cameras from account. \nCustomer: it's called Bad Camera\nHuman Agent: One moment while I delete the camera for you.\nCustomer: ok. thanks\nHuman Agent: I deleted the camera form the account now you you you may have to refresh to see it go away.\nHuman Agent: Is there anything else I can assist you with today? \nCustomer: no. thats it. thanks\nCustomer: its still tghere\nCustomer:  bad camera\nCustomer: ok now its gone\nCustomer: thanks\nHuman Agent: No problem, have a good day"]
["Customer: Help with camera \nCustomer: I deleted it from my account\nCustomer: Unable to add device. Removed from account and turned off device.\nCustomer: Yes! I need to add device again.\nCustomer: When I try to add my camera says it's bound to another account. \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: ZMD12KH68298294\nHuman Agent: Thanks. It looks like this is bound to a phone number based account where the phone number ends in 399. Is that familiar to you?\nCustomer: No that's an old number I no longer have. \nHuman Agent: Okay, do you have the invoice from the purchase of the device that you would be able to provide? If purchased online you can often check past orders where you purchased or even your email for a purchase email. \nCustomer: It was so long ago unfortunately I don't \nCustomer: It's attached to the cloud service.\nCustomer: I pay monthly for and have those emails but nothing with invoice information. It just provides my Device ID.\nHuman Agent: Okay, in that case I'll need to reach out to the number on the account. They'll have 30 days to reply. If they reply and approve the unbind request or do not reply in 30 days, the device will be unbound. If they reply and deny the request, I would not be able to proceed. In either case I will follow up with you once the process finishes. What is a good email to follow up with you on? \n\nAlternatively, if you think you may be able to guess your old password, you could always log in via the old account to delete it. \n\nIt does not seem to be subscribed to any cloud plans. \nCustomer: Yes\nHuman Agent: What is a good email to follow up on once that process has finished?\nCustomer: I removed the device from my account today\nCustomer: Greatperson2workwith@gmail.com\nHuman Agent: The device you want access to has been on the account I mentioned since 2018 and has not been unbound from that account today. \n\nOkay, I'll follow up on that email once the unbind process has finished. Is there anything else I can assist you with for now?\nCustomer: No that's all thank you\nHuman Agent: Okay, have a good weekend!"]
["Customer: Cant add device it says it is bound to another account how do i remove/ factory reset it\n\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  I will need to look up the camera to see what kind of account tis currently bound do, the ID number is on the cameras sticker and starts with ZMD\nCustomer: Zmd12kj45210156\nHuman Agent: This camera is currently bound to an account that was created with an email, to remove it from this account I will need to go through the unbind process, this can be done with the invoice from the original device purchase or by me sending an unbind request, do you have the invoice?\nHuman Agent: We will be closing at 6PM central time which is in minutes. I can continue to assist you until 6 PM CT Via chat, I can send you the call scheduler or I can also follow up via email if you prefer, what would you like to do?\n\nCustomer: Send a unbind request\nCustomer: No i dont have the invoice \nCustomer: U can just email me also cant i just factory reset it to unbind it \nHuman Agent: Okay, I will send the unbind request, if they respond with permission or if after 30 days of no response I will unbind the device and notify you, is the email alanchristensen20676940@gmail.com the best to keep in touch?\nHuman Agent: No, a factory reset does not unbind the device\nCustomer: Yes\nHuman Agent: Okay, I sent that request, jsut keep an eye on your inbox and have a good night\nCustomer: Thank you i appreciate  it \nCustomer: Dose the unbind request go to the persons email or the zmodo app?\nHuman Agent: it goes to the email the camera is bound to not the app\nCustomer: K thanks"]
["Customer: Event marks do not align with events\nCustomer: I'm using fiber optic broadband by Citynet\nCustomer: This was corrected before by your staff\nCustomer: Please connect me to a staff agent\nCustomer: Agent\nCustomer: Ok\nCustomer: Are you there? \nHuman Agent: Hello, you've reached customer care, my name is Kylie. can you elaborate more for this issue you are experiencing with the events.  Are you seeing the events in the app at one time but know they occured at a seperate time, or are the events when clicked taking you to a different time then shown in the events?\nCustomer: When I click on the event they take me to a different time and the event marks on the timeline do not match up at all. \nHuman Agent: Okay, I would like to have you send me a screenshot of the event section and of how it appears after you tap on the event, I believe based on what you explained I know what is causing the issue but I want to confirm so we go through the correct process to resolve the issue.\nCustomer: Like this: click on the device timeline, click on a red or yellow event marks and the event skips to a blank timeline where the event is. \nCustomer: Okay \nHuman Agent: Thank you\nCustomer: D/static_file/81ae914b2f_1_20250122152926.png\nHuman Agent: perfect. I believe I know what is causing this and how to resolve the issue. I am going to have you do something we call \"time cycling\" one moment while I type the directions for that process. \nCustomer: Ok\nHuman Agent: First in the app click live on the camera with the event issue\nClick the settings gear in the top right\nClick the three dots in the top right\nTap on tiemzone\nclick a timezone that is wrong (it can be any of them as long as its not the corrrect timezone)\nBack up and check the live video, see if the timezone changed on the camera.\nOnce again click the settigns gear, three dots, and timezone. \nclick the correct timezone for you again. \nBack up and make sure its correct. \n\nHuman Agent: After you follow these steps let me know and I will have you do a test with the camera so we can check to see if it resolved the issue for the events."]
["Customer: Please unbind my camera from my son’s account.  He could never get it to connect so I’m reconnecting to my account\nCustomer: Zmd12gh15000864\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are needing help with?\nHuman Agent: The device ID will be listed on a sticker on the camera and will start with ZMD or GSG\nCustomer: Yes\nHuman Agent: The device ID will be listed on a sticker on the camera and will start with ZMD or GSG\nCustomer: Zmd12gh15000864\nHuman Agent: ZMD12GH15000864 is connected to re----@live.com   \nCustomer: Redhero\nCustomer: Yes. \nHuman Agent: You could ask your son to login to his account and delete the camera, then you will be able to set it up to your own account.\nCustomer: He’s not home.  I don’t think he still even has the app since he couldn’t get it connected \nHuman Agent: Could you attach a copy of your receipt for the camera? I should be able to unbind it with your receipt\nCustomer: Cam was purchased by me \nHuman Agent: Could you attach a copy of your receipt for the camera? I should be able to unbind it with your receipt\nCustomer: Many years ago\nHuman Agent: ok please attach the receipt here\nCustomer: Look at original registration.  You’ll see it’s me\nHuman Agent: I can contact the previous account on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous account. If the request is denied then I would need the original invoice for anything further.\n\nHuman Agent: Just let me know if you would like me to send out the unbind message for you\nCustomer: Lucked out.  Found it!!\nCustomer: D/static_file/ce45e7fafc_1_20241107132433.png\nHuman Agent: thanks.  One moment\nCustomer: Please unbind from red hero and bind to me\nHuman Agent: Done.  Camera ZMD12GH15000864 is now connected to dprestia@Msn.com\nHuman Agent: if you refresh the screen or log out and back in to the app you will see the camera on your account.\nCustomer: Perfect !!  Thank you!!\nHuman Agent: You're welcome"]
["Customer: Hello\nCustomer: I'm following up on my account Unhinge status \nCustomer: I don't have accesss to the email for the account. I requested this two weeks ago\nCustomer: The representative stated that they would submit a ticket to unhinge\nCustomer: Thank you \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account, one moment.\nHuman Agent: Looks like we have not recived a response yet from the other account for the unbind request"]
["Customer: why can I not load the app to my new HP laptop?\nCustomer: its a new windows 11 version, it should work\nHuman Agent: Hello, my name is Grant. To view the cameras on your computer you will want to go to the web app at user.zmodo.com\nCustomer: i go to your site, hit download and says no  matching device?  shows my phone matches but mot laptop\nCustomer: can you call me and we walk thru it?\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Troubleshooting\nCustomer: I sent the numbers so they can be reset but but no one text me back \nCustomer: Not that I need to disable one account to add it to a new one\nCustomer: It's bound to another account that I need to cancel then add to this phone\nCustomer: Yes I do\nCustomer: Guide me on closing one account to add to another \nHuman Agent: Hi my name is Wendy.  How can I help?\nHuman Agent: What are the device IDs on the cameras you are needing help with?  The IDs will be listed on stickers on each device.  They will start with ZMD or GSG.\nCustomer: Trying to add this account to my new phone its still bound to the old phone\nHuman Agent: What are the device IDs on the cameras you are needing help with?  The IDs will be listed on stickers on each device.  They will start with ZMD or GSG.\nCustomer: I can give u 4 but 2 u cant make out the numbers faded over the years and 2 at another property \nHuman Agent: okay\nCustomer: D/static_file/9befc3d63c_1_20250214103323.jpg\nCustomer: D/static_file/829b1de116_1_20250214103332.jpg\nCustomer: D/static_file/a45e5e614b_1_20250214103344.jpg\nCustomer: D/static_file/0074e16079_1_20250214103352.jpg\nHuman Agent: The cameras are connected to a phone number account 2672781345.  You no longer have access to this phone number?\nCustomer: Yes I have the same number but a new phone\nHuman Agent: Log in to the app with your phone number instead of an email\nHuman Agent: If you forgot the password you can reset it on the login screen by tapping on \"forgot password\""]
["Customer: I have 6 Zmodo camera and I can see them all on the app.  I can see them sometimes on the windows zviewer but they drop.   Why do some of them keep dropping off?  they have great wifi signal\nCustomer: I think its pretty clear\nCustomer: -1\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: What is Zink?\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Hello?  I need a human\nHuman Agent: Zviewer has not been supported or updated for a few years. So you may run in to issues using the Zviewer app. If the cameras work in your app, then I would recommend using the mobile app or the web app to view the cameras.\nCustomer: I am at my desk and I dont want to burn up my battery.   What windows app can I use?\nHuman Agent: The web app is user.zmodo.com and you would log in with the same account as you use for the Zmodo app on your phone or tablet.\nCustomer: Will it let yo view all 6 or 8 camera at the same time?\nCustomer: live\nHuman Agent: No, it shows the video for one camera.\nCustomer: right...  Is there any windows software that lets me see them all at once?\nHuman Agent: No, as I mentioned, you would want to view the cameras through the mobile app or the web app."]
["Customer: I need help connecting my phone to my cameras\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD12KI83000144\nHuman Agent: It looks like that camera is setup on a different account. Have you setup the camera before? Could you have used a different email address to setup the camera?\nCustomer: Yes, I have set it up with the old email with the camera broke so I can’t do that with the old camera. The camera is in pieces so I got a new phone and I tried to connect the cameras to the new phone and I can’t get no picture. \nCustomer: The phone is broke. The old phone is broke so I can’t take the count out the phone because it’s broke.\nHuman Agent: Are you able to log in to the app with the previous email address? The account is a @icloud.com email address and the first two characters are \"lu\".\nCustomer: I have the app program into the new phone, but I can’t get it started\nHuman Agent: Right, that is why I am asking if you can log in to the app with the email that you used to setup the camera initially. You can log in to different accounts on the app.\nCustomer: I cannot login to the new phone because it’s saying it’s already set up to the old phone so it won’t let me login into the app because it’s telling me that I’m already logged in on the old phone\nHuman Agent: It is not setup to a specific phone. It is setup to an account. You can log in to the same account on multiple phones. What I am asking is if you recognize the email that the camera is setup on and if you can log in to the app on the new phone using that email address.\nHuman Agent: Right now you are logged in with the redduncle1@gmail.com email address. So you are logged in to the wrong account. Can you log in to the app using the other email address?\nCustomer: So do I have to buy new cameras in a new Wi-Fi because the old cameras is not just gonna work because the front the other phone is broke shattered in pieces I dropped it so I can’t go in it. I need to get new cameras and a new Wi-Fi.\nHuman Agent: Are you able to receive emails at the old email address?\nHuman Agent: The cameras are not connected to a specific phone.\nCustomer: No, I can’t get nothing from the old email. I have a new email in a new phone.\nHuman Agent: Okay, that is what I have been asking about because if you are able to receive emails at that email address, then you would be able to access the camera.\nCustomer: In the cameras was only connected to one phone in the phone got shattered\nHuman Agent: Without that, we have a couple of options. Do you have any other cameras?\nHuman Agent: There seems to be some confusion. The cameras do not connect to a specific phone. So even if a phone breaks, you can still log in to the same account on another phone, or a tablet, or a computer.\nCustomer: I don’t know how to login that account with another phone or tablet. I just don’t know how to do it.\nCustomer: So I probably can get somebody to help me so do I just give them my old email and the old account number and they should be able to log into my email\nHuman Agent: You can log out of the account and log in with the email address and password for the account that you setup the cameras on.\nCustomer: So can you log it out where you at and then show me how to login into the new phone\nHuman Agent: The cameras are connected to an account, not connected to a specific phone.\nHuman Agent: No, you log out of the account that you are logged in to on your new phone and log in with the email address that you setup the cameras on initially.\nCustomer: OK, I think I got it. You saying log out everything in the new phone then log back in with my old email my old account in my old password Wi-Fi everything use that in the new phone.\nHuman Agent: Right now you are logged in to the app with the redduncle1@gmail.com email address. That is not the email address that the cameras are setup on. So you would log out of the app and log in to the app using the email address that you setup the cameras on."]
["Customer: Troubleshooting\nCustomer: MQFFOVX6x1  no pictures on my account for six months would like to close it and then try to open up one using my company credit card and get my pictures back\nCustomer: Stop charging my account because I have no pictures and then reset up under my company‘s name is where the cameras are at   Account Ricky.seawood1960@icloud.com \nCustomer: Close the account and read and will reopen one up using the company credit card and and get the picture set up so I can see it. I cannot see a single thing right now. I have not been able to for six months and have had time to call because the telephones don’t work no more. \nHuman Agent: There are no cameras on account you are currently contacting us from. There are also no subscriptions on the account. Could you have used a different email address or a phone number for your account?\nCustomer: I receive a bill every month for $9.99\nHuman Agent: So you probably used a different email address or a phone number for your account. Is there another email address or phone number that you may have used?\nCustomer: 501-680-4191. \nHuman Agent: If you are not sure of what the account information may be, then I can look up the cameras directly. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nHuman Agent: There is not an account with that phone number.\nCustomer: Zmd17h41F901579  ZMD17H41F901584  ZMD17H41F901587\nHuman Agent: Thank you. Let me take a look for those cameras.\nHuman Agent: Those cameras are setup on a @g2otech.com email address and the first two characters are \"ri\". Do you recognize the email address? If you do, then do you have access to the email address if you want to change the account the cameras are on?\nCustomer: Send is to rseawood @usalco.com   My old one is Rickey.Seawood @g2otech.com \nHuman Agent: Okay, but the cameras would need to be removed from that account before you can set them up on another account. Are you able to log in to that account to remove the cameras from the @g2otech.com account? Or do you have access to that email address?\nCustomer: It should automatically whatever’s email to that other account should come to that account come to the new one\nHuman Agent: I'm sorry, I do not quite understand what you mean there. The cameras can only be setup on one account at a time. So the cameras would need to be removed from the @g2otech.com email address before you can set them up on another account. The quickest and easiest way to do that would be if you can log in to the account and remove them yourself. \nHuman Agent: That is why I am asking if you are able to log in with the @g2otech.com email address or if you have access to that email address so you can reset the password.\nCustomer: I will try to login and see if I can do that and get a Reese set passcode\nHuman Agent: Alright, and as far as the subscription on the account goes, it is managed through your Apple account. The subscription would need to be canceled through the Apple account that you used to start the subscription. I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?"]
["Customer: I changed wifi routers and now I can't reconnect cameras to the new router.\nCustomer: This is not working.  I've tried zlink and qr code\nCustomer: the status light on one is blue.  \nCustomer: it is not connected to the new wifi.\nCustomer: how do i do that\nCustomer: agent\nCustomer: Here's a summary:\nCustomer: 1. One camera is showing a blue indicator light and will not connect via QR or Zlink to the new wifi.\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD15F3DA208028\nHuman Agent: Thank you. Can you unplug the camera, plug it back in, and then tell me what light you see in the camera when you plug it in? The light may change, so watch the light and let me know if it changes.\nCustomer: Give me a couple minutes.  I need to run out to it.\nCustomer: Seems to be alternating between flashing blue and flashing green\nHuman Agent: Then you will want to setup the camera with the QR Code setup. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Ok, I'll try that again.  Second, I have another camera that gave me a message when I tried to QR code it.  It said it was already connected to an account\nHuman Agent: Okay, if you want to work on the second camera, then we can do that. Could I have the Device ID for that camera?\nCustomer: ZMD14D2DA001133\nHuman Agent: That camera is setup on a phone number account, *******774.\nCustomer: Yes, that is my old phone number\nHuman Agent: Are you able to log in to the app using that phone number?\nCustomer: I can try to log out of the account I'm using and log back in with that.  Do I have access via a website?\nHuman Agent: You would need to be logged in on the mobile app on a phone or tablet in order to delete the device from the account.\nCustomer: I tried logging in and I don't remember the old password.  It's sending a text to the old phone number...\nHuman Agent: Alright, do you have the invoice or order information from the purchase of the camera?\nCustomer: Probably.  It came from Amazon.\nHuman Agent: Can you send a screenshot of the order information or invoice?\nCustomer: Yeah, I've got three orders. \nCustomer: Trying to send a picture, but can't attach\nHuman Agent: If you are having trouble attaching it to the chat, then you can also email it to support@zmodo.com\nCustomer: sent\nHuman Agent: Okay, so what you send does not quite have the information we would need. Can you send a screenshot of the invoice?\nHuman Agent: Or I would need the order information with the seller, price, date, and item description.\nCustomer: I sent the invoice from amazon\nHuman Agent: Let me take a look for that email.\nHuman Agent: Thank you. I have unbound the camera from that account. You can connect it to your account with a LAN Search in the app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: Thanks!  I'll try to get those two cameras going shortly. \nHuman Agent: You're welcome.\nCustomer: No devices shown on the LAN search\nCustomer: That camera is still probably connected to the old router\nHuman Agent: Do you still have the old router plugged in to power?\nCustomer: no, it was a leased unit from our internet provider\nHuman Agent: Then it cannot be connected to the old router. I will sync and restart the camera. You will see the light in the camera change to solid green, then it will power on and reconnect and change to solid blue. When it is solid blue again, try the LAN Search. You may need to tap on Search Again a few times as it can take a couple of minutes to find it after it reconnects to the network.\nCustomer: Ok, thanks"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Camera linked to another account\nCustomer: No access to previous account\nCustomer: Camera bound to an account that can not be accessed \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you able to send me the cameras ID number? I will look up the device and see what kind of account it is bound to. The ID will be a number that starts with ZMD, it is on the cameras sticker."]
["Customer: Hello! I’ve tried connecting my camera to the new app, and it says there’s an issue pulling up the video footage. Can you tell me why? I’ve had no issues with the camera for the past four years. It’s now with using the new app I have problems \nCustomer: I’ve followed these steps and still have issues \nCustomer: 5\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: I want to talk to a person\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: Hello\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?"]
["Customer: agent\nCustomer: agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Hi Kylie\nCustomer: I have the zmodo app on my phone and i am having trouble removing shared users on my cameras from the app\nCustomer: they are under the username adam@bennypalmettos.com\nHuman Agent: Okay, One moment while I look up your account\nHuman Agent: Are you currently logged into the account directly with the email adam@bennypalmettos.com?\nCustomer: i am logged in on my iphone app right now\nHuman Agent: Okay can you go to the device list, click live on the camera, then tap open the settings gear in the top right and tell me if you see an option that says sharing management, if you dont see that take a screenshot of the page and send that to me in the chat.\nCustomer: no sharing management option\nCustomer: D/static_file/61e47e636e_1_20250310133501.png\nHuman Agent: Your in the 3 dot area which is one step too far, Back up one page then take a screenshot again and send it to me. \nCustomer: so the NVR's have the sharing management option but not the cameras\nCustomer: D/static_file/88fddf6b30_1_20250310133929.png\nHuman Agent: Okay, Back up to the home page, then click \"settings\" next to the device management page, after that Take a screenshot and send it to me, After that I will give you mroe directions depending on how it looks/appears.\nCustomer: D/static_file/8f659e9c58_1_20250310134510.png\nCustomer: i had renamed that first device i sent a screen shot and put it in the correct group so you dont see it here anymore\nHuman Agent: Okay, it could be that the sharing is not showing due to the cameras being in a group, Would you be okay trying to delete the group that has the camera with the ID ZMD16HKI7204022 that was named Mazzettos office. Then try to click on that camera live, then click on the settings gear and tell me if the share management is still not showing as an option for it. \nCustomer: still share management\nCustomer: still no share management\nHuman Agent: Okay, I have something I can do from my end if your okay with it, What I can do is delete the camera from the account, Re add the camera to the account, and that will stop any sharing for the camera, If youw ant me to do this will all of the other cameras I can do that but Doing the deleting and readding will take the other cmaeras out of the groups if that bothers you at all we can always do 1 grouping at a time, what is best for you?\nCustomer: that is fine by me\nHuman Agent: Okay, Do you want me to delete and re add all of the cameras and the NVR? I would re add them with the same names and they have currently.\nCustomer: yes please\nHuman Agent: Okay, One moment, I will let you knwo when I have done it with each of the devices, for now dont tap anything in the app. \nHuman Agent: I am still working on this, its jsut taking some time due to the amount of devices, dont worry though, im over half way through\nCustomer: thats fine. i am in no rush. working on other deskwork now.\nCustomer: yup\nCustomer: I am here\nHuman Agent: I am also still here, the message is jsut automated\nHuman Agent: Im almsot done\nCustomer: great\nCustomer: YUP!\nCustomer: yuppers!\nCustomer: yup!\nHuman Agent: I have now completed the process I deleted and readded all of the devices including the NVRs, All of the sharing from these cameras to any other account has been stopped and is no longer present\nCustomer: ok thanks! so i can share fresh with new people now without the old ones still present\nCustomer: thank you very much for your help\nHuman Agent: If anyone has direct access to this account with the email and password that you do not wish to have access I would also advise you to change the password on the account, this kicks all other devices logged in and they would only be able to login again if they have the new password. \nHuman Agent: Any other questions I can assist you with today?\nCustomer: ok sounds great. nobody else has the password. much appreciate the help\nCustomer: ok sounds great. nobody else has the password. much appreciate the help\nHuman Agent: Fantastic, Thank you as well, it was a pleasure assisting you. Hope you have a beautiful day, farewell"]
["Customer: Connecting cameras to a new network \nCustomer: Not working. Goes solid blue and says it’s bound to another account \nCustomer: This isn’t customer support?\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: ZMD17JMIH8007733\nHuman Agent: Can you send me a picture of the ID? \nCustomer: ZMD17L3IH800285\nCustomer: D/static_file/734f0d2a6e_1_20241015112859.jpg\nHuman Agent: Thank you \nHuman Agent: Did you just purchase the cameras? \nCustomer: I had them at my old house and I’m just now getting around to setting them back up \nHuman Agent: These cameras are linked to an email starting with sm****************@gmail.com do you recognize and have access to the email? \nCustomer: I do not recognize the email\nHuman Agent: Are you able to find the purchase receipt, so we can remove them off the old account? \nCustomer: I got them off Amazon I might be able to  I do still have the boxes they came in\nHuman Agent: If you have access to the amazon account, they store the invoices for all purchases. The boxes would not prove proof of owership. You would need access to the current account or the receipt. \nCustomer: D/static_file/728020f860_1_20241015113953.jpg\nHuman Agent: If you have access to the amazon account, they store the invoices for all purchases. The boxes would not prove proof of owership. You would need access to the current account or the receipt. \nCustomer: One looks like it might have been a return \nHuman Agent: A return? \nCustomer: Ok I’ll look\nHuman Agent: Okay \nCustomer: It shows the purchase on January of 2023 but isn’t showing an actual receipt \nHuman Agent: Can you send me a picture of what you have? \nCustomer: D/static_file/fc87c55b09_1_20241015115045.png\nHuman Agent: Okay that is not enough. With out the receipt As theses cameras are already bound to another account. We can contact the previous owner and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will contact you. What is the best email to reach you?\n\nCustomer: That’s no problem and it’s whitebobstl@gmail.com\nHuman Agent: Okay and just to confirm it is those 2 cameras \nCustomer: Yes. I have a 3rd that was doing the same thing but I can’t locate it\nHuman Agent: Okay we might have to do that one at another time once you can get the ID \nCustomer: D/static_file/e13a27c0fa_1_20241015120136.jpg\nCustomer: Was able to find it\nHuman Agent: Okay \nHuman Agent: Thank you \nHuman Agent: I will start that process\n \nCustomer: Awesome. Thank you \nHuman Agent: You're welcome, is there anything else we can help with today? \n\nCustomer: That was it\nCustomer: Yes\nHuman Agent: Okay I hope you have a great day!"]
["Customer: I’m in the app and the cameras are not turning off when I select off\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The off setting in the app does not turn off the camera, just the notifications.\nHuman Agent: if you want the camera to power down totally you would have to unplug it from power."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: How do i change to a new Email address\nHuman Agent: Hello, you've reached customer care. My name is Grant. I wanted to expand on the answer that the AI Assistant provided. You cannot change the email used to log in to your account. If you want to do that, you would want to remove the cameras from your current account. Then you would create a new account and connect the cameras to that new account."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Cameras offline \nCustomer: It's not working \nCustomer: Real person please \nCustomer: Thanks I'll wait here \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Getting that for you now...\nCustomer: ZMD12IIA1202695\nHuman Agent: Is that an NVR system?\nCustomer: Model ZP NL18\nCustomer: D/static_file/541cc12c11_1_20240917114039.jpg\nHuman Agent: Okay, yes, that is an NVR. That would connect to your router with an Ethernet cable. But the cameras would connect to your router by Wi-Fi, so could I have the Device ID of the cameras you are trying to setup?\nCustomer: Yes.. I'll get those.  \nCustomer: How do I find them ? \nHuman Agent: It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: OK some of them are on a second story I cannot reach\nHuman Agent: Okay, lets start with one camera.\nCustomer: If I give you a few can you do a history? I have had them a long time and I had to change emails,  I still pay the cloud premium every month but can't use \nCustomer: Ok..\nHuman Agent: I can look up the devices with the Device ID. Lets go to one camera and start with that camera.\nCustomer: D/static_file/273a051218_1_20240917114601.jpg\nHuman Agent: Okay, it looks like that camera is online, but it is setup on a different account. The camera is setup on a @gmail.com email address and the first two characters are \"ky\". Do you recognize the email address?\nCustomer: Yes it was first kydogtrainer@gmail.com \nCustomer: I cannot access that account anymore \nHuman Agent: That is not the account that the cameras are setup on. It is a different email address.\nCustomer: It was also on kyworkingk9@gmail.com and I also cannot access that one \nHuman Agent: That second email address is the email address that the cameras are setup on. You are not able to log in to the Zmodo app with that email address or receive emails at that email address?\nCustomer: Nope. \nCustomer: I still pay on the cloud faithfully but just need it fixed \nHuman Agent: Okay, can I have the Device IDs for the other cameras?\nCustomer: Yes...\nCustomer: D/static_file/0bbd5eddfa_1_20240917115047.jpg\nCustomer: D/static_file/23acf96a4d_1_20240917115139.jpg\nCustomer: 2 more coming soon as I get a ladder \nCustomer: D/static_file/d2ed8a4571_1_20240917115408.jpg\nCustomer: Actually still have 2 more coming...\nHuman Agent: Alright, that is fine. Take your time.\nCustomer: D/static_file/4d24bd19aa_1_20240917115721.jpg\nCustomer: D/static_file/236b9c9b5b_1_20240917115822.jpg\nCustomer: Done \nHuman Agent: Alright, I have unbound the NVR and those cameras from the account they were setup on. First, you will want to try to setup the NVR to your account and it may connect the cameras, as well.\nHuman Agent: Here are the instructions to add an NVR to your account:\n\nPlug in the device to both power and the router, make sure your phone is connected to the same router as the NVR.\nOpen the App and confirm you are signed in with the account you want the device linked to.\nTap the plus sign (+) on the top right and select Legacy, then Smart Kit.\nTap the check mark to confirm the NVR is powered up, this will prompt the app to do a network search for the NVR.\nIf the app locates the NVR it will show you the option to select the NVR and Name it. The name goes on the same line as the Device ID, after entering a name you can adjust the time zone and enter a password for your device.\nLastly tap on the checkmark at the bottom to add the device.\nCustomer: K let me check that \nCustomer: OK I have power failure to 2 cameras. I'll work on that and if it does not work I'll get back to you. Thank you ! \nHuman Agent: Let me know if you are able to add it"]
["Customer: Troubleshooting\nCustomer: Can't scan new device QR code\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 19i2ih401514\nCustomer: ZMD19I2IH401514\nHuman Agent: Thank you. That camera is setup on a different account. Have you setup this camera before? Or did you recently purchase or receive the camera used?\nCustomer: yes I did setup this camera before\nHuman Agent: The camera is setup on a @gmail.com email address and the first two characters are \"ja\". Do you recognize the account the camera is setup on?\nCustomer: This is my old email. Now I change my email\nHuman Agent: Alright, are you able to log in to that account or do you have access to that email address?\nCustomer: On. I have new account different emailh\nHuman Agent: I understand you want to connect the camera to a different account. The camera can only be setup on one account at a time, so it would need to be removed from the previous account. The easiest way to do that is for you to log in to the account.\nHuman Agent: So that is why I am asking if are you able to log in to that account or do you have access to that email address?\nCustomer: I can try to login\nHuman Agent: Alright, and if you are not able to log in, then if you have access to the email address, then you can reset the password."]
["Customer: I gave away my Zmodo camera and I need to make sure it is not bound to my email\nCustomer: I deleted it from the app\nCustomer: Yeah check and make sure it is unbound\nCustomer: How do I contact support?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I looked up the account  you are contacting from with the email , I do not see any cameras bound to this account."]
["Customer: Heyyy I have an account and I broke my phone and unable to get into my old email. I'm unable to get into my account and I can't get my cameras to reset?\nCustomer: What is the number to customer support??\nCustomer: Agent \nHuman Agent: When logging into the app you should be able to choose the forgot password option in order to reset your account password so long as you still have access to the email or phone number the account was under. We are currently unavailable for live chat support, but you can reach out to us via email support@zmodo.com. Our new hours of availability are:\n\n- Monday to Friday: 9am to 12pm and 1pm to 6 pm CST\n* Excluding Holidays\n\nYou may also contact the chat outside of our hours again to speak to our AI chatbot Mira who can assist with some troubleshooting. I've also sent a callback scheduling form where you can click the button in the chat in order to schedule a callback for a future date if you'd prefer.\n\nThank you for understanding.\nHuman Agent: Also I apologize, since you contacted as a guest, it does not have the option to schedule a callback, but you may still request one via the email."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: I need to delete the device on my account so I can add it back on\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Do you have acess to the old account at all where you are able to login?\nCustomer: D/static_file/a47086bd61_1_20250115174247.png\nCustomer: I didn’t know I set up a new account- this is the camera #\nCustomer: If I log out of this account will I lose this feed with you?\nHuman Agent: No you can come back to the chat as long as it has not been more then 5 minutes without antoehr message it wont timeout the chat at all.\nHuman Agent: If you don't see the chat while logged into the main account and everything is fine with the playback then you don't have to message again but if it has not you can either start a new chat and say Agent to get a live rep again or you can come back to this chat if you log into the old account again as it will still be active."]
["Customer:  I need to talk to  a support person\nHuman Agent: Hi my name is Wendy\nHuman Agent: How can I help?\nCustomer: Can you people look up my Account and help me fix it?\nHuman Agent: What issues are you having with your account?\nCustomer: I got an update on my phone and losted all my cameras\nHuman Agent: Okay, what do you see on your phone when you open the app?\nCustomer: No devices\nHuman Agent: Alright, you are probably just logged in to the wrong account on your phone. Can you tap on the Me tab at the bottom right corner of the app and tell me what email address or phone number you see at the top?\nCustomer: vlw12211@gmail.com or 7275194219\nHuman Agent: It will say one or the other. What does it say in your app?\nHuman Agent: When you tap on Me at the bottom right, it will show either an email address or a phone number at the top. That shows what account you are logged in to.\nCustomer: The email\nHuman Agent: Okay, your account is with your phone number. So you are logged in to the wrong account on your phone app. You will want to log out and log in with the mobile number.\nCustomer: Trying to get my password!!! \nHuman Agent: If you logged in on your computer, then it would be the same password. Otherwise, you can tap on Forgot Password to reset the password.\nCustomer: I used the same password but it wont let me in\nHuman Agent: And you are trying to log in with your phone number? What message do you get when you try to log in?\nCustomer: This is crazy!!!!!\nHuman Agent: What message do you get when you try to log in and it does not let you log in?"]
["Customer:  Hello \nCustomer: Troubleshooting\nCustomer: I need the asistant \nCustomer: I need a representative, my camera won't configure to my phone\nHuman Agent: Hi my name is Wendy\nHuman Agent: The camera you are wanting to setup is it new? or has it been setup before?\nCustomer: It has blue light\nHuman Agent: The camera you are wanting to setup is it new? or has it been setup before?\nCustomer: It had already been configured, but now it does not want to be configured.\nHuman Agent: Please provide the device ID on your camera. Check the sticker on the device, which might start with ZMD or GSG.  \n\nCustomer: 14FME2260028\nCustomer: 14FME2261399\nCustomer: I have 4 cámaras \nHuman Agent: ZMD14FME2261399 shows online connected to er----@gmail.com\nHuman Agent: Login to the app with your gmail email and you will see your camera online\nHuman Agent: There are 4 camreas connected to the gmail account\nCustomer: The email from Gmail says it is not configured with the account\nCustomer: ermxdvc@hotmail.com\nCustomer: This is the setup account\nHuman Agent:  er----@gmail.com ?  What is the gmail email you are trying to login to the app with?\nHuman Agent: There are no cameras connected to this hotmail account\nHuman Agent: You would need to log out of the app then login with your gmail email. \nCustomer: But I have always used that account.\nHuman Agent: If you want to view camera ZMD14FME2261399  you would need to login to the app with your gmail email.\n\n\nCustomer: I need help, I have a business\nHuman Agent: okay What help are you needing?\nCustomer: I can't set up my camera\nHuman Agent: They are already setup\nHuman Agent: you just need to login to the app with your gmail\nCustomer: says the account does not exist\nHuman Agent: What gmail are you entering?\nCustomer: Check please"]
["Customer: Troubleshooting\nCustomer: Have lost view of cameras on phone. How do I restore \nHuman Agent: Hello, my name is Grant. You may have setup the cameras using a different email address or a phone number. Is there another email address or a phone number you may have used?"]
["Customer: Troubleshooting\nCustomer: Both\nCustomer: Having trouble logging in my cameras haven't used in a long time\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you are trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: I just tried for 1 hour tried to Q code and it it's saying that my camera was set up with a different account Wi-Fi is still the same\nHuman Agent: What is the ID of the camera you are trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: D/static_file/b29a8843d1_1_20250122111957.jpg\nHuman Agent: That seems to be a return confirmation of some sort. \nCustomer: Sorry disregard the other picture\nCustomer: Are you still there\nHuman Agent: Okay. Yes, I'm currently waiting for the ID. \nCustomer: Did you get the picture of the ID\nHuman Agent: No, you have only sent the picture of the return confirmation so far. \nCustomer: D/static_file/491beb188d_1_20250122112436.jpg\nCustomer: D/static_file/d4e24ee487_1_20250122112443.jpg\nCustomer: Did you get the picture now\nHuman Agent: Yes. It looks like this is bound to a phone number account where the number ends in 588. Is that familiar to you?\nCustomer: Yes that's my cell phone number I tried logging in with that and then I use my email address\nHuman Agent: You'll need to make sure to choose the log in with mobile number option when logging in and if you do not know your current password, you can use the forgot password option when logging in to reset it. Your email is not used for logging into that account. To log out of your current account, you can go to the Me section of the app and choose to log out. \nCustomer: Okay thank you I will try that now again I just changed my password so once I do that I should be logged into my cameras?\nHuman Agent: Yes, once you log into that account the cameras would be listed there. \nHuman Agent: If you want to test first, you may log into it from user.zmodo.com as well."]
["Customer: I received the little icon on my camera.Display where zombie zombie and I was wondering if you'll have gotten any results on resetting the cameras if you have made contact with previous owner\nCustomer: I have already contacted customer support.And they've told me that they've given me 30 days to resolve the issue.If within 30 days they do not get a response.They're gonna reset it anyways.How is that going\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I'm unsure what you mean regarding Zombies. If you're referring to an unbind request for another camera with the rest of your messages, what is the ID of one of the cameras?\nHuman Agent: I was able to locate the IDs from the other contact now. Unfortunately there is no update so far."]
["Customer: hi when trying to share with user it’s not working \nCustomer: when trying to share with user it’s not working \nCustomer: they have. i shared with them before then it went away \nCustomer: can you give efficient help?\nCustomer: can i talk to a real person \nCustomer: agent \nCustomer: hello \nCustomer: agent \nCustomer: ok\nCustomer: are you done\nCustomer: -1\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the email or phone number you are trying to share it to? \n\nCustomer: guilaine1977@yahoo.com\nCustomer: ??\nHuman Agent: Thank you one moment\nHuman Agent: Do you get an error when you try to share? \nCustomer: no it says success \nCustomer: but it’s not cause nothing is loading on her screen \nHuman Agent: Can you have her sign out then sign back in. She might need to force a refresh on her app. \nCustomer: hello \nHuman Agent: Can you have her sign out then sign back in. She might need to force a refresh on her app?"]
["Customer: Customer service\nHuman Agent: How can I assist you?\nCustomer: I can't get my solid blue lighted camera to connect to my app\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/0a32e64f8f_1_20241022152905.jpg\nCustomer: I want it on the funlux app.\nHuman Agent: Thank you. That camera is setup on another account. The camera is on a @gmail.com email address and the first two characters are \"ca\". Do you recognize the email address? If you do, then do you have access to the account? You can log in to the account and delete it from the account so that you can set it up on another account.\nCustomer: Yes I made that account when I thought I had to use the app that came with the camera but I already have funlux that I am paying for and I only want to use one app\nHuman Agent: Then you can log in to the account and delete it from the account so that you can set it up on another account.\nCustomer: I'm not sure how to delete but I will work on it.\nHuman Agent: If you are in the Smartz Eaze app, then you can tap on Devices, tap on the camera, tap on the camera name at the top, and then tap on Remove Device.\nCustomer: Ok it's removed\nCustomer: Can you help me get it connected to funlux now?\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Funlux app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: I have done all of that.\nHuman Agent: What do you see in the app when you do that?\nCustomer: D/static_file/21a1a151cf_1_20241022153946.jpg\nCustomer: Top left it shows im connected to the internet\nCustomer: I tried 3 times\nHuman Agent: Alright, let me sync and restart the camera. You will see the light in the camera change to solid green, then flashing green, flashing blue, and it should change back to solid blue. Once it reconnects, try the LAN Search process again. You may need to tap the Search Again option a couple of times after it reconnects as it can take a couple of minutes to find the camera when it reconnects.\nCustomer: Thank you. It is now connceted. I have a new problem now...\nCustomer: My old driveway camera is still subscribed and I need it deleted but I can't see where to remove it at\nHuman Agent: You would tap on Settings next to My Devices. Tap on the camera. Tap on the three dots in the top right corner. Tap on Remove Device.\nHuman Agent: If you want the remaining subscription time moved from that camera to the camera you just added to your account, then I can cancel the subscription and move the remaining subscription time to the new device."]
["Customer: How do I deactivate this camera from a phone I no longer have?\nCustomer: It is not working \nHuman Agent: Hello, you've reached customer care, my name is Kylie. If the other phone is logged into the same account, to log that device out from the account you can reset the password"]
["Customer: Troubleshooting\nCustomer: I got another phone with a different email and I ain’t got the password on this email to transfer my Camera\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  You would first want to delete ethe camera from the account then log into the new account and add the device from there.\nCustomer: OK thank you\nHuman Agent: No problem, if you have more trouble feel free to contact us again. \nHuman Agent: Have a good night\nCustomer: You too\nHuman Agent: Thank you!"]
["Customer: Yes my name is brian brown ,and I bought one of your cameras at a yeard sale , I'd like to use it but it will not let me hook it up and it says it is linked to another account,  how can I fix that\nHuman Agent: Hi my name is Wendy.\n\nPlease provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: Zmd16lgi7521202\nHuman Agent: ZMD16LGI7521202 its just this one camera?  I will contact the previous account on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous account. If the request is denied then I would need the original invoice for anything further.\n\nI will follow up with you by email after the device/s have been unbound.\n\nCustomer: Ok thank you\nHuman Agent: You're welcome!"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Its not qorking\nCustomer: Qr code not working \nCustomer: -1\nCustomer: Solid blue light its not working!!!! Customer service!!!\nCustomer: The camera have solid blue light but its not working\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I have 5 cameras\nHuman Agent: That is fine. Can I have the Device ID from the first camera you are working with?\nCustomer: ZMD13IJE2248383\n\nZMD12DN45000004\n\nZMD13IBE2223981\n\nZMD14F9E2248822\n\nZMD13IBE2224325\nHuman Agent: Those cameras are setup on different accounts. The ZMD14F9E2248822 camera is setup on a @gmail.com email address and the first two characters are \"sh\".\n\nThe other four cameras are setup on a @gmail.com email address and the first two characters are \"ee\".\nCustomer: The four cameras i bought on ebay so how do i register them\nCustomer: The one camera shabana212s@gmail.com is mine\nCustomer: I want to set the rest four to my account\nHuman Agent: Do you have the invoice or order information from the purchase of the cameras?\nCustomer: No i bought them over 5 years ago n i called to zmodo about 2 years ago for this problem. They said it takes 1 month to get it off their account but its still not off their account. I bought blink then but i dont like blink i like zmodo views better so now i need these\nCustomer: But its been over 5 years how do i get the invoice \nCustomer: ?\nCustomer: Hello?\nHuman Agent: I do not see record of an Unbind Request sent. Let me check some more to see if I can find it. If not, then you can send the Unbind Request for the cameras. You can also try checking your order history to see if you have the invoice from when you purchased them.\nHuman Agent: Unfortunately, I do not see any record of the Unbind Request or any contact from the account the cameras are setup on. So as these cameras are already bound to another account I can contact the previous account and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: I just searched my ebay history but i cant find it. I actually called zmodo and i was on the phone for 2 hours with them\nCustomer: Afridi.shabana@yahoo.com\nCustomer: This is not fair i need the cameras asap\nCustomer: Before they said the same to wait for 30 days n they never emailed me back\nCustomer: And why is the one i already have connected to my account not connecting?\nHuman Agent: I sent the unbind request for the cameras that are bound to another account. As for the other camera, you are logged in to the wrong account. Right now, you are contacting us from shabana212s@yahoo.com email address.\nCustomer: Ok so ill go on to Shabana212s@gmail.com.  and then after one month i can connect the other four to my gmail account?\nHuman Agent: If we get no response after 30 days, then I will unbind the cameras from the account and you can set them up on your account."]
["Customer: I need to change my number and password \nCustomer: I do not have that email anymore \nCustomer: I set the second email \nCustomer: Speak to agent \nCustomer: Ok\nCustomer: Are you there I just need help with changing my password, email, and logging every device out of my account \nCustomer: Hello?????\nCustomer: -1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. It would not be possible to change the email for the account, you would be able to set a contact email and change the password though. If you do want to use another email you would have to delete the cameras from the account, create a new account with the other email, then add them back to that new account. \nCustomer: Ok thank you \nHuman Agent: Changing the password on an account will kick out anyone who currently has acess to it, and the only way to log back in would be for them to know the email and new password.  \nCustomer: Ok can you send me a link to change the password \nHuman Agent: I am unable to do that for you, the password reset is done from the app on your end. You would go to the Me section of the app, Click system settings, then click reset password. \nHuman Agent: If you have any trouble with resetting the password that way you can also login out of the account from the Me section, then click forgot password on the login page as well."]
["Customer: Recently switched internet providers and now cameras don’t work when I try to reinstall it says they are on another account\nHuman Agent: Hello, you've reached customer care, my name is Kylie, it sounds like the cameras may be bound to another account, Are you able to tell me any of the cameras ID numbers? they will be on the cameras sticker and start with ZMD. \nCustomer: Zmd16emi7200042\nHuman Agent: It looks like this camera is bound to an account tied to an email. I cant give you the whole email but I can give you the first 3 letters and the domain.  It is jac****************@gmail.com do you recognize this email at all?\nCustomer: Yes\nHuman Agent: Okay, That camera is bound to that account, you can try to log out of this current account into that one and you will be able to see the camera. If you have trouble you can reset the password if you have access to the  jac****************@gmail.com email. \nCustomer: I have access to email how do I reset wifi to the camera \nHuman Agent: The camera is currently online, you got it online earlier you just are not logged into the correct account to see it live."]
["Customer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Reset my camra\nCustomer: Need help\nCustomer: Reseting camra\nCustomer: How do I reset my camra\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera you are trying to setup or one that was used in the past? can you send me the cameras Model and ID number as well I will lookup info on it. the ID will start with ZMD or GSG on the sticker\nCustomer: It's an older one and the model number is zmd13fled001373\nCustomer: ??\nHuman Agent: It looks like that camera is currently online and tied to another account that was created with an email. I cant give you the full email but I can give you the first 3 letters and the domain, it is cnt*******@gmail.com Do you have access to that email or that account associated with the email at all?"]
["Customer: Hi\nCustomer: Agent\nCustomer: I need an agent\nCustomer: Agent\nHuman Agent: How can I assist you?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: h\nCustomer: hi Dillon\nCustomer: 2 years ago I bought a camera, but now that I want to use it I see that it is linked to an account.\nHuman Agent: What is the ID listed on the camera? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \nCustomer: I don't know who activated them, so I want to know if there is any way to release them.\nCustomer: please wait a moment\nHuman Agent: Okay. \nCustomer: ZMD17H4IF906593\nCustomer: ZMD17H4IF906583\nCustomer: pueden tener mas de 1 año de no usarse\nCustomer: y no las puedo activar\nHuman Agent: Okay, both of these devices are on an email account starting with ch which is at gmail.com. Is that familiar to you?\nCustomer: nop\nCustomer: I am a buyer from somewhere that sold them at auction\nCustomer: :(\nCustomer: I paid $100 for them, it's a shame for me but that's how it was\nCustomer: how I acquired them\nCustomer: I can assure you that they have not been used for more than a year because I have had them stored away.\nHuman Agent: Okay, in that case I'll need to contact the current account holder to request permission to unbind the devices. They will have 30 days to reply. If they reply and approve of the unbind or do not reply in 30 days, the devices will be unbound. If they reply and deny the request, I would not be able to proceed. What is a good email to follow up with you on once the process has finished? \nCustomer: sure\nCustomer: microsistemascr@gmail.com\nHuman Agent: It looks like you've actually already contacted us about this at least twice prior to now so other agents have already done this for you. \nCustomer: yes\nCustomer: Christopher \nHuman Agent: We would have to wait for the process to finish and would not be able to do anything else until it finishes. \nCustomer: I am selling them to him because I didn't use them but this happened and he is going to return them to me.\nCustomer: Okay, I'll wait because I will receive them back given this situation, I should have done this before. I am a distributor in Costa Rica that resells items.\nHuman Agent: Okay, is there anything else I can help you with for now? \nCustomer: That would be all, it is necessary for me to communicate with you\nHuman Agent: Okay, have a good day! \nCustomer: thank you for your assistance"]
["Customer: Troubleshooting\nCustomer: What is the blue tooth setting so I can see it\nHuman Agent: Hello, you've reached customer care, my name is Kylie. What do you mean by Bluetooth setting can you elaborate more?"]
["Customer: Hi, I’m coming back to need help \nCustomer: You was helping me earlier \nCustomer: You told me to come back \nCustomer: Is agent available now \nCustomer: Ok\nHuman Agent: How can I assist you?\nCustomer: Hi I  recently bought one more camera it’s on Zmodo app now but I want to combine other cameras in on app meShare can you help me \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: All in one app meShare \nHuman Agent: If you have them on different accounts, then you would need to remove any cameras from the account you do not want to use, and then connect it to the account you do want to use.\nCustomer: Is it SD-H2927-A\nHuman Agent: That is a Model. The Device ID will start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: One account \nCustomer: Let me check \nCustomer: Is it on the box\nHuman Agent: No, it is not on the box. It will be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I’m trying to take a picture \nCustomer: ZDM19H-318D28391\nHuman Agent: It looks like you set that camera up on an email address account. The account is an @gmail.com email address and the first two characters are \"iv\". Do you have access to that email address or that Zmodo account?\nCustomer: I don’t know my son was helping me \nHuman Agent: You do not know the email address?\nCustomer: My email ivydolls@yahoo.com\nCustomer: I have 2 emails but don’t know my son was helping me \nHuman Agent: Yes, that looks correct. Do you have access to that email address or to that account?\nHuman Agent: Do you still have the Zmodo app and are you still logged in to the account on that app?\nCustomer: I don’t know how and my son lives in Texas. I live in CA\nHuman Agent: If that is your email address, then you can log in to the app or reset the password to log in to the app.\nHuman Agent: I want to let you know that the Live Chat support will close in 10 minutes. If we run out of time, then I will send you an invitation to schedule a callback appointment.\nCustomer: Can you help me on your end\nCustomer: I was here almost an hours but she’s can help me \nHuman Agent: I cannot log in to your account or reset your password. Do you have access to that email address?\nCustomer: Which one \nHuman Agent: What you said was your email address, ivydolls@yahoo.com\nHuman Agent: That is the email address that the camera is connected to.\nCustomer: She told me to come back and now you said will close in 10 minutes \nCustomer: Yes but I’m not good to this that’s why I need help \nHuman Agent: I am trying to help you. I am asking if you have access to that email address. Can you receive emails at that email address?\nCustomer: Yes\nHuman Agent: Okay, then you can log in to that account or reset the password if needed. You would want to go to the login screen by either logging out or going to the Zmodo app and log in.\nCustomer: I’m currently using 4 cameras on maShare app now.\nI bought one more camera on Zmodo app, I want this camera combine to the other cameras on meShare app\nCustomer: All in one meShare app\nHuman Agent: Yes, you would need to log in to the Zmodo app, delete the device, and then log in to the meShare app, and you can connect the device in the meShare app.\nCustomer: I’m not good and scared if I’m going to messing up \nHuman Agent: The Live Chat support will be closing for the evening. If you would like to make a callback appointment, then please tap on Schedule Call in the chat window to make an appointment.\nCustomer: The agent will call me ?"]
["Customer: Please delete my account I don’t need it anymore. Thank \nCustomer: Agent \nCustomer: Please delete my account I don’t need it anymore \nHuman Agent: Hello, you've reached customer care, my name is Kylie. To delete an account you will have to fill out and submit the account deletion form, I would send you this by email, then after you have filled it out you would send it back to me then I would pass it along to my supervisor for the account deletion.\nHuman Agent: What is the best email for you?\nCustomer: yakovenne@gmail.com\nHuman Agent: Okay I will send you the account deletion form, one moment.\nHuman Agent: I sent the form now. If you have any questions fin the future eel free to reply to the email or contact via chat. Do you have any other questions now before we go for the night?\nCustomer: Where i can find account number \nHuman Agent: In the me section of the app, you would click on your profile picture and it will show the account number there.\nCustomer: Thanks bye \nHuman Agent: No problem, thank youa s well, have a good night."]
["Customer: I need to know how to reset a divice\nCustomer: The light is blue \nCustomer: And is say the divice is already active but I can’t see anything \nCustomer: I need to know how I can reset it \nCustomer: Is any way the I can find out the user name o use \nCustomer: Because I know sue what email I use \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the device? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Or is any way the I can other account \nCustomer: To use it or any number I can call \nHuman Agent: I'm unsure what you meant. If you can provide the ID I mentioned though, I can check the account and provide a hint regarding that or otherwise help with other options. \nCustomer: Where I found the id divice \nHuman Agent: The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Any customer service number I can call \nHuman Agent: If you'd like to schedule a callback for next week, you may do so via the callback button, otherwise I'm happy to help you from here for now."]
["Customer: Set up\nCustomer: Says already belong to different account\nCustomer: It says cameras belong to a different account\nCustomer: Customer service's number\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Yes it's ZMD 24 IEH 9239468\nCustomer: And the other one is ZMD 24 IE h9239477\nHuman Agent: Thank you. Have you setup these cameras before? Or did you recently purchase the cameras used? And is it just those two cameras?\nCustomer: I purchased them used\nCustomer: Yes just those two\nHuman Agent: Do you have the invoice or order information from the purchase of the cameras?\nCustomer: It was from brightside thrift store the $25 from I did not keep the receipt it was about 3 weeks ago I bought them haven't been able to figure it out\nCustomer: I might be able to find the receipt if I dig deep enough hopefully I kept it but it's not going to give you the number of the camera on the receipt\nHuman Agent: As these cameras are already bound to another account I can contact the previous account and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: That's great news thank you\nCustomer: Andrew burchett 184@gmail.com\nCustomer: Because of the way you dealt with the situation I will definitely be purchasing more me share\nHuman Agent: You're welcome. Do you have any questions?"]
["Customer: My camera is bound to another account, but I don't have another account how do I connect it back to my account?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: ZMD14FME2260578\nHuman Agent: This device is bound to an email account where the email starts with br and it is at gmail.com. Is that familiar to you at all?\n\nCustomer: We switched internet companies and now our cameras are not connecting. Am I going to have to do this with all of them?\nCustomer: Yes\nHuman Agent: I don't know, I would need to know the ID of the other cameras to know if they're already bound as well. Generally you would need to at least go back through set up though. \n\nDo you have access to that email account? If so, you may want to log out of this account and log into that one since that is where your camera is bound. \nCustomer: That is the only one bound to that email. Thank you for your help I will log in to that email.\nHuman Agent: Okay, no problem. Is there anything else I can help you with for now?\nCustomer: Not that I can think of, thanks again. Have a great night\nHuman Agent: You too!"]
["Customer: Hi mira may i contact someone through phone call that can help me unlink my cameras from a previous account me and my husband had but we dont remember the email or password that we used \nCustomer: Official channels??\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the devices in order to assist you properly, can you send me all the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid."]
["Customer: Set up\nCustomer: Legacy camera\n\nCustomer: Setup\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to setup? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Zmd,zhix1d\nCustomer: Zh-ix1d\nHuman Agent: It looks like you partially combined a model and an ID. Do you see an ID on the device? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Zhix1d \nCustomer: Zmd13ebe2001892\nHuman Agent: Thanks. This camera is already bound to another account where the email starts with th and it is at gmail.com, is that familiar to you?\nCustomer: No. That's not me\nCustomer: Mine should be martinez0408@gmail.com\nHuman Agent: Okay, this camera has been on the other account since 2018. Do you have an invoice from the purchase of this device? \nCustomer: I bought it about ayear ago used\nCustomer: I i have purchased several others, but they broke. I only have this one, and i have another one away that worked fine\nHuman Agent: Okay, I'll need to send an unbind request to the account holder in that case to request permission to unbind the device. They'll have 30 days to reply. If they reply and approve the request or do not reply in 30 days, the device will be removed so you may set it up. If they reply and deny the request, I would not be able to proceed. Is martinez0408@gmail.com good to reach you on once this process has finished?\nCustomer: Sounds good. I should have tried this a long time ago. It never connected and was about to throw it away, thought it was broken.\nHuman Agent: Generally when a device connects, if it's already bound, it will note in the app that is the case and advise contacting support. If you would have further issues once it is unbound though, you can always reply to the email I send when the process finishes for more help (assuming it is able to be unbound).\nCustomer: Thank you\nHuman Agent: No problem, is there anything else I can assist with for now?\nCustomer: That's all for now\nHuman Agent: Okay, have a good day! \nCustomer: You too"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: tranfered to new phone now can not get to my account.\nCustomer: how do i get customer support.\nCustomer: transferred to new phone and now can not get in to my account, pass word is good, \nHuman Agent: Hello, you've reached customer care, my name is Kylie. What is the email or phone numebr youa re currently trying to login with I will look up the account on my end first,\nCustomer: 7246792684 or stanley@zoominternet.net\nHuman Agent: Looks like you made the account with the stanley@zoominternet.net email. Do you have access to that email at all? we could try a password reset to get you logged back in?\nCustomer: how do i do this im 85 years old this has been my email for 40 years.\nHuman Agent: On the app you would click login, then you would click login with email. Under where it says the email and password area it will say \"forgot password?\" you would tap on that then it will ask for the email again, Once more type in the email and press next or a checkmark bellow. What it will do is send a special code to your email, you can check your email either on your phone or on a computer if you have one for that code, Once you have that you would type in that special code at the top then you would type in the password you want to set (it can be any password you want just has to have both letters and at least 1 number) Once you type that you would click at the bottom to continue then it should set the new password and you can try to login again!\nHuman Agent: If you have trouble at any point in this process you jsut let me know and tell me what part you get stuck on so I can try to help\nCustomer: trying\nHuman Agent: Okay, take your time. The special code it will send to the email will last for 10 minutes just so you are aware incase you don't see the email come in right away its okay.  Also if you dont see it in your main email inbox you can also check the spam or junk area incase it accidentally went there."]
["Customer: Agent \nCustomer: I called Alexa help and they said that I needed to talk to you about connecting my zmodo cameras to my Alexa echo show 21\nCustomer: My account should be underneath the lady Sarge 007@hotmail.com\nCustomer: ladysarge007@hotmail.com\nCustomer: All eight of my zmodo cameras are up and working and recording just fine now I need to hook them to my Alexa echo show 21 screen\nCustomer: Kylie are you still there? \nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. You would enable the Zmodo widget on alexa to connect your account and it will add all compatible devices.\nCustomer: Okay can you talk me through that is there any way you can call me and talk me through that because I am computer illiterate and I need somebody to tell me what to do\nHuman Agent: You cant do it on a computer you would do this in the alexa app.\nHuman Agent: you on the alexa app on the phone would  tapp the 3 lines at the bottom of the app, go to skills and games, then look up zmodo and sign in. After signing in then it will add the devices and you can chose to put them into different \"rooms\" on the app  as you desired"]
["Customer: Good morning! I have 2 issues: when I sign into the app, my user id is in the wrong place - it's where the 4 digits being displayed should be entered.\nCustomer: the 2nd issue is that the time being displayed didn't change like everythiing else did - it's an hour ahead of where we are now\nCustomer: I'm set up for the right timezone but the app isn't displaying the adjusted time!\nCustomer: I did that!!!\nCustomer: So far, you haven't helped me at all...\nCustomer: The app is not displaying Mountain time. Right now, it's 09:09 and the app is displaying 10:09\nCustomer: I would like to speak to a person. How can you make that happen?\nCustomer: Troubleshooting\nHuman Agent: If the time on the cameras did not change, then you can change the time zone and then change it back on the cameras in the app. That will force the cameras to check and resync to the proper time.\nHuman Agent: Tap on Settings next to My Devices. Tap on the camera that you want to adjust. Tap on the three dots in the top right corner. Tap on Device Time Zone and change it to any other time zone. Then tap on Device Time Zone again and change it back to the correct time zone.\nCustomer: OK - I'll try that. How about when I sign on, my User ID is in the wrong field\nCustomer: D/static_file/b128178728_1_20241108101442.png\nHuman Agent: You can delete it and type it in to the correct space. Or if it is on the web app and you have it saved, you can go to your browser's password manager and resave the login information.\nCustomer: Here's a screen shot\nCustomer: Thanks!\nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: I need to unlock my cameras from my old account \nCustomer: Ok. I need to contact customer support. What is the number \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What are the IDs of the cameras you're trying to remove from another account?\nCustomer: I have 4 of them\nHuman Agent: Okay, what are the IDs listed on them? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: D/static_file/e84a5eeb56_1_20241114154108.jpg\nCustomer: D/static_file/77a686a415_1_20241114154130.jpg\nCustomer: D/static_file/3ac0d15b51_1_20241114154144.jpg\nCustomer: D/static_file/6bdce01645_1_20241114154202.jpg\nCustomer: I moved and hadn’t used my cameras for a couple years. So my old account seems to have disappeared \nCustomer: Is this the information you need?\nHuman Agent: ZMD13G7DA220204 and ZMD14GPE2281099 are unbound and may be freely set up on a new account. \n\nZMD13G7DA220291 and ZMD13G5DB206298 are bound to a phone number based account on a phone number ending in 679, is that familiar? \nCustomer: Yes my number is (518) 306-0679 but when I tried logging into the old account associated with that it would not allow me to reset my password \nHuman Agent: Do you still have access to that phone number?\nCustomer: Yes it is the phone I’m using right now\nHuman Agent: Okay, it should be possible to reset the password in that case. What was the issue you had with password reset when using that number?\nCustomer: It would not allow me to reset the password. I tried multiple times on the app. Should I try online? Maybe?\nHuman Agent: When you say it would not allow you, what do you mean? As in what part were you having trouble with?\nHuman Agent: You can do it from user.zmodo.com as well. \nCustomer: I am waiting for a response \nHuman Agent: I had not received a reply to my previous two replies saying-\n\n\"When you say it would not allow you, what do you mean? As in what part were you having trouble with?\"\n\n\"You can do it from user.zmodo.com as well. \"\nCustomer: Hello?\nHuman Agent: Yes, are you not seeing any of my responses?\nHuman Agent: After your \"I am waiting for your response I said-\n\nI had not received a reply to my previous two replies saying-\n\n\"When you say it would not allow you, what do you mean? As in what part were you having trouble with?\"\n\n\"You can do it from user.zmodo.com as well. \"\nCustomer: Now I did. But no. I just got a time out message \nCustomer: I am going to try on another device so we do not loose this conversation \nHuman Agent: Okay, the chat stays active for 7 minutes from the last message. \n\nCustomer: Ok it worked online\nCustomer: Do I now need to erase the account I setup with my email?\nCustomer: D/static_file/e089e1cb8f_1_20241114161411.jpg\nCustomer: Also when I plugged this into my tv it said no hard drive detected. Is that because I didn’t have my cameras online?\nHuman Agent: Generally should not need to, but will want to make sure to use the phone account in the future. \n\nDoes it have a hard drive inserted currently? It would be under the panel on the bottom with 4 screws in your picture. \nCustomer: Yes. And I checked to make sure it was completely plugged in\nHuman Agent: Okay, you could try unplugging the power, take it out, then put it back in, then plug the NVR back in. If it still cannot detect the hard drive, it unfortunately may need replaced. The system can be used without it, but it would not be able to record to the NVR without it. This would likely be the best replacement option. https://www.amazon.com/WD-AV-25-TB-Hard-Drive/dp/B007PFQ23C\nCustomer: D/static_file/8068c86745_1_20241114161925.jpg\nHuman Agent: The red light is related to the hard drive issue. \nCustomer: It is showing a red led   So I’m guessing there is something wrong with the hard drive. Thank you \nCustomer: I am going to log out of this account now and try to log back in with the app\nCustomer: Thank you so much for your support \nHuman Agent: Okay, no problem, have a good evening. \nCustomer: You too"]
["Customer: Set up\nCustomer: Says it's bound to another account \nCustomer: Device is bound to another account \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 16CN17200206\nHuman Agent: Thank you. Have you setup this camera before? Or did you recently purchase or receive the camera used?\nCustomer: Got it used but I attempted setting it up a couple months ago so I don't know what's going on with it \nHuman Agent: It is just still setup on the previous owner's account. Do you have the invoice or order information from your purchase of the camera?\nCustomer: I got it at yardsale over the summer \nCustomer: D/static_file/1a59ec8570_1_20241217112345.jpg\nHuman Agent: As this camera is already bound to another account I can contact the previous owner and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: rjhurd89@gmail.com\nCustomer: Is the account it's bound to rjhurd68@gmail.com by chance \nHuman Agent: No, that is not the account it is bound to.\nHuman Agent: There is no account with that email address.\nCustomer: Ok\nHuman Agent: Do you have any questions?"]
["Customer: Eu não estou conseguindo conectar o minha câmera, na minha rede do wi-fi \nCustomer: -1\nCustomer: Não estou conseguindo \nCustomer: Eu preciso de um qcoude\nHuman Agent: Olá, você ligou para o atendimento ao cliente. Aqui é Marcela falando. Você pode me dar o ID do dispositivo da câmera com a qual você está trabalhando? Ele deve começar com ZMD e deve estar em um adesivo branco na câmera ou no suporte, geralmente está sob um código de barras.\nCustomer: Zmd13hida225410\nHuman Agent: Para verificar o status atual da câmera, olhe para a luz indicadora na câmera ou dentro dela. Ela está piscando em verde ou azul sólido?\nCustomer: Zul\nCustomer: Azul \nHuman Agent: Esta câmera está online, mas vinculada a um e-mail diferente daquele pelo qual você está nos contatando. Esta câmera foi comprada recentemente?\nCustomer: Sim \nCustomer: Comprei ela e mais 2 \nCustomer: Zmd13hida225406\nHuman Agent: Você poderia me passar os IDs dos outros dispositivos, por favor?\nCustomer: Zmd13hida225404\nHuman Agent: Você recebeu um recibo com a compra?\nCustomer: Meu patrão mudou as câmeras da casa dele \nCustomer: O nome dele e Sami foguel \nCustomer: Como ele mudou todas ele acabou vendendo para mim \nCustomer: Já mais eu sabia desta complicação \nCustomer: Vou ter que cobra dele uma providência \nCustomer: Pois eu nunca vi isso \nCustomer: Acho que nem ele sabe disto \nHuman Agent: Essas câmeras já estão vinculadas a outra conta. Podemos entrar em contato com o proprietário anterior e solicitar que ele exclua as câmeras da conta, no entanto, devo aguardar 30 dias para uma resposta. Quando eu receber uma resposta ou no final de 30 dias se não recebermos nenhuma resposta, entrarei em contato com você. Qual é o melhor e-mail para entrar em contato com você?\nCustomer: rf.transporte@outlook.com\nCustomer: Vou falar com ele sobre isso \nCustomer: Qual e o endereço de email que ele deve mandar \nCustomer: Para desvincular \nHuman Agent: Ok, por favor, peça para ele ficar atento ao e-mail. O e-mail começa com sa********@hotmail.com\nCustomer: Ok obrigada \nHuman Agent: De nada. Posso ajudar em mais alguna coisa?"]
["Customer: Video quality when. Casting camera with Google assistant is poot\nCustomer: Poor*\nCustomer: Speak to a live person \nHuman Agent: Is the video poor when you view the footage in the app, as well?\nCustomer: Hi Grant, this is a long shot but is there a way to increase the stream quality when. Casting my camera to my TV via Google home/ assistant? It looks like it's doing it in SD quality l. The quality through my phone is much better. Casting it to a Sony a80l OLED Google TV\nCustomer: No it's great in app.\nCustomer: There is no option I can find to change the cast quality \nCustomer: It's pretty cool overal that a $20 camera can do this so well\nHuman Agent: You can try restarting the Google Home device. You can also try removing the Zmodo account from the Google Home account and then add it back.\nCustomer: Yeah I can do that. I just actually added it for the first time. \nCustomer: There is not really any controls when it comes to casting it so I figured I would ask. The Google home app would usually have something under that device if it could be controlled \nCustomer: Last question. I purchased this camera to detect motion from small animals. Will it detect only people or pets and other animals too?\nHuman Agent: It can detect people, pets, and animals. You can adjust AI notifications in the settings of the app that can help it detect more of what you want specifically. You can tap on \"Me\" at the bottom right, tap on System Settings, and then tap on AI Notifications.\nCustomer: Awesome thanks so much! \nHuman Agent: You're welcome.\nCustomer: Seriously great brand of camera and a good value. You guys are great at support \nCustomer: Have a good one \nHuman Agent: You have a good day, too."]
["Customer: Troubleshooting\nCustomer: need agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: Hello Dillon. Have a problem getting an older camera onto an account. It says it is bound to another account. No way to reset from what i can see.\nCustomer: I have the id\nHuman Agent: Okay, what is that ID?\nCustomer: ZMD31KB53208966\nHuman Agent: This device is tied to an email that starts with io and is at gmail.com, is that familiar to you?\nCustomer: yes it is Isaiah Odom\nHuman Agent: I'm referring to an email rather than a name. If you do know the email, is it one you have access to?\nCustomer: the email this account has been tied to is odom08039@gmail.com. May not have access to the old one\nHuman Agent: As I mentioned this email starts with io. If you do not have access to the email, do you have access to the invoice from the purchase? You can often find it either in your email from when you ordered or in your past orders on the site you ordered from. \nCustomer: No. Camera is too old and the email has most likely been changed. It does work on the recorder though.\nHuman Agent: Okay, if you do not have access to the account, email, or invoice, we would have to do something called an unbind request. I will reach out to the original account email and they will have 30 days to reply. If they reply and approve or do not reply within 30 days, I would be able to unbind the device for use on another account. If they reply and deny the request, we would not be able to do anything further. In either case I can follow up with you after the process has finished to let you know the result. What is a good email to reach you on when the process has finished?\nHuman Agent: Also, was this the only device or are there any others you need unbound too?\nCustomer: use odom08039@gmail.com. Thanks.\nHuman Agent: Sure, and was this the only device then?\nCustomer: there are others but we already purchased some new cameras to go with them so not really necessary.\nCustomer: No. he had 2 others. Would have been nice to put the one camera on his account.\nHuman Agent: Okay, if you would ever need access to them in the future, we would need to do this process over again. Are you sure you do not want to have them included in the request?\nCustomer: This is an elderly man i am assisting.\nHuman Agent: Okay, if you would ever need access to them in the future, we would need to do this process over again. Are you sure you do not want to have them included in the request?\nCustomer: No. That wont be necessary. We will probably purchase another camera if i dont hear back from you.\nHuman Agent: Okay, the request will time out on 11/25 if we have not heard back before then from the original account so we will either reach out then or earlier if we hear back earlier. Is there anything else I can assist you with for now?\nCustomer: Thanks for your help\nHuman Agent: No problem. Have a good rest of your day!"]
["Customer: Set up\nCustomer: Hi,\nI want to connect my devices to a new mobile phone.\nHuman Agent: Hi,\n\nI don't see any cameras connected to this email.  What are the device IDs on the camerasw that you have?\nHuman Agent: The device ID will be listed on a sticker on each camera.  They will start with ZMD or GSG\nCustomer: the device was already registered, I don't have access to that user account\nHuman Agent: Okay.  What is the device ID?\nCustomer: where can i see\nHuman Agent: D/static_file/ac5e7f4dad_1_20250206133601.png\nHuman Agent: It may look similar to this picture\nCustomer: D/static_file/2b7e7d55a5_1_20250206133819.jpg\nCustomer: D/static_file/da9cbd6c04_1_20250206133831.jpg\nCustomer: D/static_file/f072bb9e85_1_20250206133855.jpg\nHuman Agent: ZMD14E2E5000006 is connected to ca----@0815.ru\nHuman Agent: ZMD33GRFE200008 is connected to kr-----@yahoo.de\nHuman Agent: ZMD33HJFE200466 is connected to mo----@gmail.com\nHuman Agent: You are just needing the NVRs unbound? or are there cameras too?\nCustomer: that I also have cameras\nCustomer: can you delete all those accounts for all NVRs\nHuman Agent: okay did you just purchase these devices? \nHuman Agent: Could you please attach copies of your receipts for them?\nCustomer: D/static_file/038aa7b060_1_20250206134515.jpg\nCustomer: D/static_file/7e8c5c092c_1_20250206134523.jpg\nHuman Agent: These receipts will not work.  \nCustomer: I only have this, the man who mounted this only left this.\nHuman Agent: Please keep the devices unplugged from power until they can be unbound.\n\nI will contact the previous accounts on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous accounts. If the requests are denied then I would need the original invoice for anything further.\n\nI will follow up with you by email after the device/s have been unbound.\n\n\n\nCustomer: I have nothing else\nHuman Agent: I will contact the previous accounts on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous accounts. If the requests are denied then I would need the original invoice for anything further.\n\nI will follow up with you by email after the device/s have been unbound.\n\nPlease keep the devices unplugged from power until they can be unbound.\n\nCustomer: Yes\nCustomer: Devices must work,\nCustomer: Will that be a problem?"]
["Customer: I had my cameras working and connected via zlink, I was adding a wifi extender and it kicked them all offline, the light is still blue but there not working, i go into the app and click the option that says if your light is still blue use this, the cameras are listed there but when i try to name one and connect i get a message that says the camera belongs to a different account. I did get these used\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like you're logged in with a different account than you were using before as this account has never had any cameras on it. Can you provide one of the IDs so I may locate the proper account? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Forgot my password \nCustomer: Set up\nCustomer: Forgot my old password \nCustomer: Brewster926@aol.com\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The chat wont be able tot ell you what the current password is, if you do not know what the password is you would have to do the password reset to change it."]
["Customer: Hi.  I know longer have my login email address\nCustomer: 1\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the account email?\n\n\nCustomer: Mail@letstrade.info\nHuman Agent: Do you have the receipt for the purchase of the cameras?"]
["Customer: Troubleshooting\nCustomer: My device is under another person account and I want to reset \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Is it a door bell device so where can I get the id\nCustomer: ZMD_SAP\nHuman Agent: If it is a doorbell camera, then the Device ID will be on the back of the camera. You can remove it from the bracket if it is still mounted on the bracket.\nCustomer: ZMD_SAP\nHuman Agent: ZMD_SAP is a Wi-Fi network, not the Device ID of the camera.\nCustomer: I am removing the device \nHuman Agent: Alright, please let me know once you have it removed and look at the Device ID. I will be able to look up the device and see what needs to be done so that you can set it up.\nCustomer: ZMD11jj48210298\nHuman Agent: Thank you. And is that the only camera that you have that is bound to another account?\nCustomer: Yes\nHuman Agent: And have you setup this device before and used a different account? Or did you recently purchase or receive the camera used?\nCustomer: No I bought a house and it is under the previous owner account \nHuman Agent: As this camera is already bound to another account I can contact the previous account and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: But I am the home owner now is the the any way you can help me now \nHuman Agent: The camera would need to be unbound from the account that it is bound to. Without access to the account or the invoice from the purchase of the camera, then the last option is the Unbind Request email.\nCustomer: Ok tsionawash09@gmail.com\nHuman Agent: Thank you. Do you have any questions about the Unbind Request process?\nCustomer: So it takes 30 days?\nHuman Agent: When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nHuman Agent: Sorry, you can ignore the last sentence. I did get your contact email.\nHuman Agent: I want to let you know that the Live Chat support will close in 10 minutes. If we run out of time, then I will send you an invitation to schedule a callback appointment."]
["Customer: Speak with a live agent\nCustomer: I need help setting up a camera that was on my old account that I don’t have access too \nCustomer: I even opened my new account with the same email \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device first, can you send me the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid. \nHuman Agent: Once an account is made with an email its not possible to create multiple with the email. \nCustomer: D/static_file/6af40eab32_1_20250217105736.jpg\nCustomer: That’s what I thought too. But it let me make another account with the same email that I used a few years ago \nCustomer: Cause I tried to login to the old account and it said one didn’t exist \nHuman Agent: It is not tied to the same account you are contacting from right now, I cant give you the whole email but I can give you the first 3 letters and the domain, its \taus***********@gmail.com\nHuman Agent: Do you have access to that email at all?\nCustomer: I’m just needing this camera reset so I can set it back up. \nHuman Agent: Resetting the camera wont remove it from the account.\nHuman Agent: To remove it from the account we would have to go through the unbind process. this can be done in two ways, first way is with the invoice, do you have the original purchase invoice/receipt for the camera?\nCustomer: Are you able to help me \nHuman Agent: I sent a message above\nHuman Agent: I said \"To remove it from the account we would have to go through the unbind process. this can be done in two ways, first way is with the invoice, do you have the original purchase invoice/receipt for the camera?\"\nCustomer: I sent a picture of the camera \nCustomer: I have where it was bought on Amazon \nCustomer: D/static_file/789e8fb1e6_1_20250217110848.png\nHuman Agent: If you purchased it from amazon then that would be fine for the invoice, the screenshot jsut has to show the purchased item, the date of purchase, \nCustomer: D/static_file/ab021e347d_1_20250217110852.png\nCustomer: D/static_file/18b0976ebb_1_20250217110858.png\nCustomer: D/static_file/c57387f304_1_20250217110921.png\nCustomer: D/static_file/59473a60e6_1_20250217110944.png\nHuman Agent: Perfect, these screenshots should do fine, Let me just compare it to this camera first, One moment. \nCustomer: Okay \nHuman Agent: All the info checked out and matched so I was able to unbind the camera, now you are free to add the camera to another account now. \nCustomer: Thank you \nHuman Agent: Thank you as well, Any other questions before we go.\nCustomer: It’s not letting me connect the camera it’s still solid blue \nHuman Agent: Yes, the camera is online, you would just have to add it to the account. You would tap the Plus icon then choose the option at the bottom to add a solid blue device. \nHuman Agent: Looks like you successfully added it now. \nHuman Agent: Anything else I can assist you with today?\nCustomer: No it’s not adding it \nCustomer: I have my front door one set up but it’s saying this one is still linked \nHuman Agent: It did add to the account. Its named \"\tFront door\"\nHuman Agent: Try refreshing the app\nCustomer: Yes and have 4 cameras \nCustomer: That one was already set up\nCustomer: The front door one \nHuman Agent: I see two cameras named Front door on your accoutn right now\nHuman Agent: Try refreshing the app.\nCustomer: Doing it now \nHuman Agent: Let me know if you still have trouble viewing it."]
["Customer: Set up\nCustomer: Can’t connect internet to cameras using my iPhone \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd14dcda2000843\nCustomer: I have done everything suggested and have friend since yesterday. Can’t get the Cameras to show up on wifi\nHuman Agent: Can you try sending that Device ID again or send a picture of it? There are too many letters or numbers in the ID.\nCustomer: D/static_file/83dfc72bfb_1_20250204095443.jpg\nCustomer: D/static_file/ab297684b9_1_20250204095457.jpg\nHuman Agent: First, that camera is on a different account. The camera is on a @gmail.com email address and the first two characters are \"jb\".\nHuman Agent: Do you recognize the email address that the camera is connected to? If you do, then do you have access to that Zmodo account or the email address?\nCustomer: Yes my son passed these on to me. He didn’t use them anymore.\nHis email was jbjarrett07@gmail.com\nMine is debbiejarrett56@gmail.com\nHuman Agent: Okay, the camera will need to be unbound from the previous account before you can connect them to another account. Is it just the one camera or do you have any other cameras?\nCustomer: 2 cameras \nHuman Agent: Could I have the Device IDs for the other cameras?\nCustomer: D/static_file/a179c6fb73_1_20250204100013.jpg\nHuman Agent: As these cameras are already bound to another account I can contact the previous account and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: Yes and I will let them know you will be sending.\nMy email is debbiejarrett@live.com\nHuman Agent: Thank you. Do you have any questions about the Unbind Request process?\nCustomer: No I have sent them an email and told them what was going on so they will be looking for your email\nHuman Agent: We will notify you if we get a response or if we do not receive a response after 30 days.\nCustomer: Thank you\nHuman Agent: You're welcome."]
["Customer: How do I take a person that I no longer want viewing my cameras\n\nCustomer: no the camera a shared person\nCustomer: I want to take a person off from having access to view my cameras\nHuman Agent: If the camera is being shared to another account, then you would want to go to the Device Settings for that camera and go to Sharing Management. There you can edit the accounts that the camera is shared with.\n\nIf they are logged in to your account, then you would want to change the password to your account. You can use the web app to reset your password https://user.zmodo.com/changepwd\nCustomer: I will try this if this doesn't work I will come bk for help\nCustomer: it is not showing a email at all\nCustomer: D/static_file/d703d060ca_1_20240925112327.jpg\nHuman Agent: That is how you share the device with a different account. You would want to look at the screen before that to see if it is shared with any accounts. If it is not shared, then that means that they are logged in to your account and you would want to change the password for your account.\nCustomer: could it be that the person is logged in via phone\nHuman Agent: You would want to look at the screen before the screenshot you sent me. If you do not see any accounts shared there, then that means that they are logged in to your account and you would want to change the password for your account.\nCustomer: trying to find where I change password\nHuman Agent: You can use the web app to reset your password https://user.zmodo.com/changepwd\nCustomer: once I change the password will that then log them out\nCustomer: thank you for helping me.. I'm serving an abusive relationship of 20 years\nCustomer: surviving*\nCustomer: Will that then log him out of my camera systems\nHuman Agent: Yes, other devices will be logged out. It may not log out immediately, but the app checks frequently and if the password is different, then it will log out and require the new password to log in."]
["Customer: Hi \nCustomer: I can’t login into the app \nCustomer: It is a issue and display a message of timeout \nCustomer: Yes \nCustomer: Need to talk with an agent \nHuman Agent: Where are you trying to login on on a mobile device or a computer?\nCustomer: I have a timeout issue on my mobile device \nCustomer: I had uninstalling and keep with the issue \nHuman Agent: Alright, what do you see on the app when you try to log in?\nCustomer: I don’t know what could be the issue \nHuman Agent: What do you see on the mobile app when you try to log in?"]
["Customer: Set up\nCustomer: I have two cameras I'm tryna dd them to a mew account because I can't log in to the old account \nCustomer: Remove camera from old account \nCustomer: Cant access old account \nCustomer: -1\nCustomer: Zmd16LE17205796\nCustomer: Agent\nCustomer: Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. That device is bound to another account with an email, I cant give you the full email but It is \tren***************@icloud.com Do you still have access to that email at all? or are you able to log into the account assosiated with that email at all?"]
["Customer: Set up\nCustomer: Help with connecting cameras\nCustomer: I am\nCustomer: Reconnecting cameras\nCustomer: I am\nCustomer: I am contacting you because I have tried all that you said to try and I am having problems\nCustomer: It won't connect\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: How do you restart device or reboot router\nCustomer: Zmd11k312000826\nCustomer: That is just one of the cameras\nHuman Agent: That camera will use the Zink setup. However, it looks like that camera is setup on another account. The camera is on a phone number account, *******999."]
["Customer: Troubleshooting\nCustomer: I need to speak with someone please \nCustomer: Agent\nCustomer: Ok\nHuman Agent: How can I assist you?\nCustomer: My name is Leslie Stewart and my camera are not working. I have had them and they went out on my phone the other day \nCustomer: Please help me get them back on \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: So they are on the camera \nCustomer: Ok I’m at work now I will get it off tonight and call back tomorrow if that is ok \nHuman Agent: Yes, that is fine. With the Device ID we can look up the camera to see what is needed to get you access to your cameras again."]
["Customer: Live agent \nCustomer: I found the numbers\nCustomer: D/static_file/5f7b46adf9_1_20250214174233.jpg\nHuman Agent: Thank you. I believe I have found that camera. First, it is setup on a phone number account, *******336. Do you recognize the phone number that the camera is setup on?\nCustomer: I don't have that phone number anymore \nCustomer: I have a new one now\nHuman Agent: Do you think you may remember the password for that account so that you can log in and remove the device from the account?\nCustomer: I'm trying to set up on my new phone\nCustomer: And for some reason the camera ain't picking up the qr code and my camera light never turn blue, it just kept blinking green\nHuman Agent: I understand. However, the camera can only be connected to one account at a time. So the camera would need to be removed from the account that it is connected to before you can connect it to another account. So do you think you may remember the password for that account so that you can log in and remove the device from the account?\nCustomer: I went on the app and removed both camera off of it already and deregister it\nHuman Agent: The camera is still connected to the account.\nCustomer: How do I remove it from the account if I don't have the phone anymore? \nCustomer: Is there another way? \nHuman Agent: That is why I am asking if you think you may remember the password you used for the account. Even if you do not have that phone number any longer, if you know the password, then you can log in to the app with that phone number and the password.\nCustomer: Ok let me try and figure it out. I only use like 4 different pw\nCustomer: I'll get back with u in a min\nHuman Agent: I want to let you know that the Live Chat support will close in 10 minutes. If we run out of time, then I will send you an invitation to schedule a callback appointment.\nCustomer: I can't remember it rn. I would have to try again later and message the support back later on\nHuman Agent: Alright, do you have the invoice or order information from the purchase of the camera?\nHuman Agent: The Live Chat support will be closing for the evening. You can tap on Schedule Call if you would like to make a callback appointment for further assistance.\nHuman Agent: The Live Chat support will be closing for the evening. You can tap on Schedule Call if you would like to make a callback appointment for further assistance."]
["Customer: Hi! For my cameras that record to a hard drive, ho do I reset the clock?\nCustomer: That doesn't work for me\nCustomer: Some of my cameras came in a package with a storage device\nCustomer: The time is wrong on all of them\nCustomer: HUMAN\nCustomer: I had a power outage and all of my cameras that talk to the storage device have the wrong time.\nHuman Agent: You would just need to change the time zone setting on the NVR system. You can do that in the app or on the NVR directly.\nCustomer: cool - how do I do it on the app?\nHuman Agent: Tap on Settings next to My Devices. Tap on the NVR. Tap on the three dots in the top right corner. Tap on Device Time Zone and you can set the correct time zone. If it is already showing the right time zone, then just change it to another time zone and change it back.\nCustomer: GOt it!  THANK YOU!\nCustomer: Looks good, thank you!\nHuman Agent: You're welcome. Do you have any other questions?"]
["Customer: hello i just moved into a new house that had zmodo cameras already set up i was wondering how to connect them to my\nphone \nCustomer: they were already set up from the last owner i was wondering how to switch it to my device \nCustomer: i thought this was customer support \nCustomer: okay thank you \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/655c11a970_1_20240926154310.jpeg\nCustomer: D/static_file/95f6080152_1_20240926154315.jpeg\nHuman Agent: There is not a Device ID on any of those stickers. Is there an NVR or DVR system that the cameras connect to?\nCustomer: i dont know what that is ill try to look for one what does it look like?\nCustomer: these were left here by a previous owner \nHuman Agent: It would be a recording system that the cameras may plug in to.\nCustomer: there isnt anything besides the cameras i just checked\nHuman Agent: Is there any other information on the cameras?\nCustomer: no i dont believe so just those two stickers\nHuman Agent: So it is just the one camera?\nCustomer: no i think theres 5-6 should i check them for a number?\nHuman Agent: Yes, check the other cameras.\nCustomer: i dont know why my message didnt go through i had said that no there is several cameras around the house\nHuman Agent: Yes, I got that message. And then I replied and asked if you could check the other cameras. I guess that message did not go through.\nCustomer: o ok yeah i didnt receive that message ill go check them out right now i may only be able to reach a couple of them because they put them pretty high up\nCustomer: they dont have it but we went to the attic and each camera has its own wifi cord but it looks like the previous owner took the main box that connected all of them together when they moved"]
["Customer: Trouble adding people to device \nCustomer: Customer support\nHuman Agent: How can I assist you?\nCustomer: Trying to add my girlfriend to view the camera in my house. She made an account under her email and I tried sharing permissions to that email but it keeps saying error\nHuman Agent: What is the email address that you are trying to share the camera with? And what is the error message that you are getting?\nCustomer: Forgot which error message it is but it won’t let me send invitation out. Her Email is adrianariley00@gmail.com\nHuman Agent: Okay, lets have you try sharing the camera again. Can you go to the device settings and Sharing Management and try to share the camera again from your app?\nCustomer: Sure, will this window still be open when I return ?\nHuman Agent: The Live Chat support will remain open for at least 7 minutes. If it times out, then you can always start a new chat.\nCustomer: D/static_file/6ee04fd570_1_20250211161223.png\nCustomer: D/static_file/47811f143b_1_20250211161231.png\nCustomer: Still the same message \nHuman Agent: Alright, you can try a couple of things. You can try restarting the app and restarting the phone. If that does not work, then you can try uninstalling and reinstalling the app.\nCustomer: Ok"]
["Customer: Troubleshooting\nCustomer: Awesome for starters I can even create an account on the Zmoto app it won't recognize my phone number  to send me the code or my email it won't send the code there either\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It sounds like you may be trying to log in rather than create an account as we do not support phone number accounts for new accounts. Are you meaning to create a new account or log into an existing one?\nCustomer: How do i contact customer service\nCustomer: Yeah I can't create an account\nHuman Agent: I am customer service. What is the email you're trying to create an account with?\nCustomer: benjaminbarrera744@gmail.com\nHuman Agent: Okay, when you open the app, please make sure to choose the sign up option, enter that email, create a password and then re-enter it, check the terms, then hit next. Once that is done it will send a code to your email which you will have to enter that. If you were in log in before, you would not have gotten a code which may be the reason for the earlier trouble. \nCustomer: I did all of that its just not getting me the code it never sends anything to my emails\nHuman Agent: Did you check your spam as well? The way you described it before made it sound like you may have been in the log in section after choosing forgot password as it would not have given an option for phone number otherwise. \nCustomer: I don't know how to check my spam how do you do that\nHuman Agent: Are you checking your email on your phone or a computer?\nCustomer: Ok i found it cool thx\nHuman Agent: Wonderful, let me know if you have any other troubles with account creation."]
["Customer: agent\nCustomer: hello\nCustomer: agent\nCustomer: hwllo\nCustomer: I just want to know if my camaras are comparable with Alexa\nHuman Agent: Yes, the three cameras on your account are compatible. You will need to connect your Zmodo account to your Alexa account.\nCustomer: how?\nHuman Agent: You will need to go in to the Alexa app and go to Skills and Games and then search for the Zmodo app. It will ask you to log in with your Zmodo account to connect it to your Alexa account.\nCustomer: thanks\nHuman Agent: You're welcome.\nCustomer: hello\nCustomer: without a subscription, i would be able to see the last 12 hours\nHuman Agent: Without a subscription you will get motion events from the last 12 hours.\nCustomer: only motion events, but not access to anything else\nHuman Agent: Without a subscription you are able to view the Live video from the cameras and the motion events.\nCustomer: ok\nCustomer: thank you\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Live agent\nHuman Agent: How can I assist you?\nCustomer: I purchased 3 camera online an they are setup in someone else account how can I set them up to my account \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd13ghe2250559 is one of them\nCustomer: Do you need the other two\nHuman Agent: Thank you. Could I have the Device IDs for the other cameras?\nCustomer: Zmd13ghe2250778\nZmd13ghe2254931\nCustomer: Can you get it to where I can set them up in my account \nHuman Agent: Thank you. And it is just those three cameras? Do you have the invoice or order information from the purchase of the cameras?\nCustomer: No I don’t I wasn’t given that when I bought them from another\nCustomer: Do I need that in order set them up \nCustomer: How can I fix them to where I can use them\nHuman Agent: Let me take a look here, we will likely need to go with the Unbind Reqeust.\nCustomer: What is that an what does it mean\nHuman Agent: As these cameras are already bound to another account I can send an Unbind Request. I will contact the previous owner and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: Sherryjamerson536@gmail.com \nCustomer: Thanks for your help\nHuman Agent: You're welcome. Do you have any questions about the Unbind Request process?"]
["Customer: Agente \nCustomer: Troubleshooting\nCustomer: Agente \nCustomer: Buenos días \nHuman Agent: ¿Cómo puedo ayudarte?\nCustomer: Deseo desvincular una cuenta y ingresar otra cuenta \nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD o GSG y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras.\nCustomer: Zmd14eme2243483\nHuman Agent: ¿Tiene otras cámaras que esté intentando configurar en otra cuenta?\nCustomer: Está misma camara\nHuman Agent: Muy bien, entonces solo esta cámara. ¿Has configurado esta cámara antes? ¿O compraste o recibiste recientemente la cámara usada?\nCustomer: La recibí usada recientemente \nHuman Agent: ¿Tiene alguna factura o información del pedido de la compra de la cámara?\nCustomer: No solo el correo dela cuenta Vieja \nHuman Agent: Como esta cámara ya está vinculada a otra cuenta, puedo comunicarme con la cuenta anterior y solicitar que eliminen la cámara de su cuenta; sin embargo, debo esperar 30 días para recibir una respuesta. Cuando reciba una respuesta o al final de los 30 días si no recibimos respuesta, desvincularé el dispositivo y me comunicaré con usted. ¿Cuál es el mejor correo electrónico para comunicarme con usted?\nCustomer: Ya el cliente anterior le respondió si aprueba la diviculacion del dispositivo \nCustomer: Mi correo es arbeyvanegas@hotmail.com\nHuman Agent: Déjame echar un vistazo y ver si hay una solicitud de desvinculación anterior y una respuesta.\nCustomer: Ok gracias \nHuman Agent: Gracias por tu paciencia. Quité la cámara de la cuenta anterior y ahora puedes conectarla a tu cuenta.\nCustomer: Y como se hace eso \nHuman Agent: Asegúrese de que su teléfono esté conectado a la misma red Wi-Fi que la cámara.\nAbre la aplicación Zmodo y toca el signo más (+) en la esquina superior derecha.\nEn la parte inferior de la pantalla debería decir \"¿La cámara con cable o la cámara WiFi ya están en azul fijo? Toca aquí para agregarla\". Toque allí y luego la aplicación debería permitirle realizar una búsqueda en su red.\nToque el signo más al lado del dispositivo cuando lo encuentre. La aplicación le pedirá que nombre la cámara, establezca una contraseña opcional y se asegure de que la zona horaria sea correcta."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Can you combine my two accounts together\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: I need to reset my password\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You may also choose the forgot password option when logging in to reset it via a verification code sent to the account email."]
["Customer: We took over a retail store which had been using ZMODO. the old managers cancelled their subscription and we are trying to re-start it using the existing devices. we also have a few devices which are installed in the store but not working.\nCustomer: what is the phone number to set up a new account\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What are the IDs of the devices you're trying to access? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: that's not an easy ask... can we please pull the numbers from the prior account\nCustomer: it was associated to the email address mtnbldgsply@yahoo.com\nHuman Agent: I apologize, it was not showing me your replies until I refreshed. \nHuman Agent: Do you know if it was all cameras on that account? Do you have access to that old account currently or the email associated with it?\nCustomer: i am still here\nHuman Agent: Do you know if it was all cameras on that account? Do you have access to that old account currently or the email associated with it?\n\nCustomer: i have access to the email address of the old account, they turned over the email address but stopped payment to you\nCustomer: i was able to look at footage before they cancelled so i know that most cameras worked and maybe a half dozen didn't\nHuman Agent: Okay, and you are wanting to move the cameras to a new account then or do you want to leave them on that email account? \nCustomer: we want to take over the cameras...i can start the process through the old email address if that is easier, however we would then switch to a different email which is more convenient for us\nCustomer: ultimately i would want the email to be counter@mbsquincy.com\nHuman Agent: Okay, in that case I will need to reach out to that old email to request permission to unbind the devices and move them to a new account. You will also need to create a new account under that new email either in the app or from user.zmodo.com. \nCustomer: okay, just let me know what to do first\nHuman Agent: First go ahead and create that new account and I will get the email for unbinding the cameras from the current account ready while you do that. \nCustomer: do i need to do that in the zmodo store? or the app?\nHuman Agent: Alright, that email has also been sent. When you get a moment, please reply to it on their old mtnbldgsply@yahoo.com email to let me know you approve of the move to the new account. \n\nPer my previous message you may do so from the app (when not logged in) or from user.zmodo.com. \nHuman Agent: Okay, thank you. I will now start to move the devices over. Due to the number of devices, this will take a few minutes. \nHuman Agent: Okay, will do. \nHuman Agent: Alright, sorry about the wait. They have now been moved. \nHuman Agent: If you close and reopen the app, they should now appear. By default though, they will have our time zone (central time in the US) so if you would like to change that for devices, you may do so from the app by going to their live view, tapping the settings gear in the top right, then tapping the ... in the top right. From there you can select the time zone option. Just be careful not to reset them from that page. \nHuman Agent: If you would like to subscribe any of the cameras, you can go to the store section at the bottom of the app, select the safeguard plan you want, then choose subscribe. You will then be prompted to select the cameras you wish to subscribe. \nHuman Agent: That is a file storage plan and would not provide any recording for your cameras. If you manually save footage and store it there you could do that, by itself would not record. Based on what you described previously, you would want a safeguard plan instead. \nHuman Agent: As safeguard plans are intelligent recording plans. \nHuman Agent: Not from our app, though we have a partner with their own app, Smartz Eaze, that does have plans that store footage for 60 days. If you were to log into their app using your same account you could get that there. Though you may also download any footage you'd like to keep in order to keep it permanently with the 30 days of our platinum plan being only how long it is stored on our servers. \nHuman Agent: Are you holding your phone in landscape or portrait view? If in live view with portrait orientation, there will be a settings gear in the top right of live view in the Zmodo app. \n\nHuman Agent: You would need to be in the app. \nHuman Agent: I'm sorry you feel that way. Our devices are primarily meant to be used from the phone app so not all options are available from the website. \nHuman Agent: Only the subscriptions available in our app and the subscriptions available in the Smartz Eaze app. \nHuman Agent: We do not, though we'd be happy to help you troubleshoot via chat, email, or callback. \nHuman Agent: To be clear, that would be troubleshooting connection and such, we would not be able to assist with fixing individual broken components inside of the devices, though we can recommend replacements if the devices truly are broken. \nHuman Agent: The free plan in the Zmodo app would have live view and 12 hours of event clips. Event clips would be up to 10 seconds long with a cooldown between events that can be 12-20 minutes depending on the frequency of motion. A safeguard plan would have intelligent recording (full video when motion is detected and a screenshot every 10 seconds otherwise) and store that footage for 7 or 30 days depending on the plan. \n\nHuman Agent: No problem. Is there anything else I can assist you with for now? \nHuman Agent: Unfortunately it must be updated per device."]
["Customer: Hello, my zmodo dvr is not working, I am trying to pair it with my cameras and it tells me that my account is already in use, it is santiabril@hotmail.com, Model: zp-nl18 serie: zmd13f6a1222602 mac: 045c069d0a05, Zm-ss7008d8-1tb\nCustomer: I reset botton it and I skip that problem\n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. The NVR you mentioned seems to be bound to an account with an email that starts with sa and is at hotmail.com. It is not the email you mentioned. Is that email familiar to you?"]
["Customer: Troubleshooting\nCustomer: can I chat with an agent\nCustomer: Hello Kylie\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I got this camera ZMD14E8E2230646 as a gift but seems it is bounded to the previous account... could you please send via email a request to the previous email,, so if you do not get any response I understand that after 30 days it gets automatically unbounded\nCustomer: you can notify me via email then\nHuman Agent: On my end when I look up the devices ID number it shows it is not bound to any account.\nCustomer: think I got the message\nHuman Agent: perhaps the previous owner deleted the device from the account, try adding it again and elt me know if it still tells you its bound to another account.\nCustomer: let me copy paste the model\nCustomer: right now or in another chat ?\nHuman Agent: right now you can try to add the device again if you are with it currently.\nCustomer: sure \nCustomer: give me a few\nHuman Agent: the chat will still be here for you as long as you checking before it times out which is at around 5 minutes.\nCustomer: ok... I have it listed in one of my nvrs\nCustomer: hold please\nCustomer: thank you sooooo much \nCustomer: it is now under my account\nCustomer: have a great day \nCustomer: and thank you for your support\nHuman Agent: No problem, I didnt do anything it was all your doing, have a great day."]
["Customer: I need to update my email \nCustomer: Update email \nCustomer: Update email address \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. The only way to change the email you log in with would be to create a new account. If you would like to do that, please create a new account on user.zmodo.com, then let me know so I can assist with moving your devices to the new account. \nHuman Agent: It would undo any sharing so if you have any sharing active, you would need to re-share from the new account."]
["Customer: Set up\nCustomer: I’m trying to download this motor app on my iPhone\nCustomer: I have a iPhone 14 Pro it’s about a year old $1300 phone. It better be able to download an app.\nHuman Agent: Hello, my name is Grant. What do you see when you search for Zmodo in the App Store on your phone?"]
["Customer: How do I remove photos from my profile without deleting them\nWhy are they in my profile?\n\nCustomer: I have tried to remove them without success\n\nCustomer: Will I receive a phone call?\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Can you clarify what you mean by photos in your profile?\nHuman Agent: Where are you accessing these photos?\nCustomer: All of my camera, snapshot are in my camera profile \n\nCustomer: The section that says Me.\n\nHuman Agent: Are you meaning the section in Me labeled as Gallery?\n\nCustomer: Yes , but there is nothing bin the gallery everything is in the profile section\n\nHuman Agent: Okay, so it sounds like you don't mean gallery then. What profile section are you referring to? Can you describe where you're going in the app?\nCustomer: Ok. I open the app. At the bottom of the page it says event, cloud, then me . I click on me. There is a letter in the right corner. I click on the picture under it.\n\nHuman Agent: Are you meaning the profile picture in the top middle? Taking you to the My Account section that has an option for profile photo, gender, account number, etc? \nCustomer: Yes\nHuman Agent: Okay, the profile photo would be whichever photo you've chosen for that if you ever have, otherwise it has a basic one if you never selected one to add. \nCustomer: I never added any photos. They are automatically going to that section\nHuman Agent: If you have never added a photo, it is just a basic icon of a person's silhouette. If you tap on it to select one, it would take you to your photos on your phone to select a photo to use. \nCustomer: It is not working\n\nCustomer: I am losing photos\nHuman Agent: I'm not sure what you mean or how you would be losing photos. The app only saves a single photo there at a time and only if you have uploaded a photo to use. If you're tapping on the option, it takes you to your photos to select one to use. Those are not photos in the app, but photos in your phone's gallery. If you're deleting photos from your phone's gallery, that would delete them as it would normally do in your gallery and is not related to our app. \nCustomer: I took some snapshot today and they went to the profile section\nHuman Agent: Snapshots may appear in the gallery, but not the profile section unless you specifically went in and set one as your profile picture for your account. \nCustomer: There are over 600 photos in that section\nHuman Agent: It sounds like you're just going to your profile picture, tapping it to select a photo which takes you to your phone's gallery, and seeing all of your photos there, not things specifically saved to the app. \nCustomer: Never did that.\nHuman Agent: You're actively doing it now based on what you're stating. You're going to Me, tapping on your profile icon, then tapping on profile photo there, correct?\nCustomer: Yes. I see every photo on my phone gallery in the app profile section\nHuman Agent: That is because when you tap on profile photo, it's directing you to your phone's gallery to select a photo to set as your profile picture. These are not photos saved in the app, this is your phone's gallery which as you said and I noted previously will show you all of your photos. If you are deleting them from your phone's gallery there, that deletes them from your phone. That is not part of our app specifically and is just your phone's photos. \nCustomer: Ok. So how do I remove them from the app profile. This has never happened before.\nHuman Agent: Photos that show up after you tap on profile photo are not photos saved in the app, they are photos saved on your phone. \nHuman Agent: If you set a profile picture by selecting one and want to get rid of that, which is the only one being saved at that time, you would need to set a different profile photo to overwrite it. \nCustomer: I get that but when I tap on a pic to be saved nothing happened\nHuman Agent: When you tap on a photo to select it as your profile photo from there, it gives a page to crop it and a button to save it which then saves it as your profile photo\n\nCustomer: Yep. I saw that . Nothing happened\nHuman Agent: Nothing happened when you hit save? What is the account you're trying to set a profile photo on?\nCustomer: Yes nothing happened. alvawest405@gmail.com\n\nCustomer: It has been a while since I have contacted you\n\nHuman Agent: Okay, and to be clear you do now want a profile picture saved into the app? As you had initially stated you did not want them in there. \nCustomer: No I do not\nHuman Agent: Okay, then there is no need for you to save a photo there. You do not need to do anything further in that case. \nCustomer: I basically want to know why is the phone gallery collecting in that section\nHuman Agent: You are selecting the option to choose a profile photo which then directs to your phone's gallery to select a photo to upload. If you do not want to upload a photo, you do not need to. \nCustomer: It has never done this\nCustomer: How do I remove those pictures from that section\nHuman Agent: It's not in that section, it's in your phone. You could remove permissions from the app in your phone's settings related to pictures which may prevent it from redirecting to your gallery if you would like, but again it is directing you to your phone's gallery, not photos saved in the app. . \nCustomer: Ok I will try it. Thanks\nHuman Agent: We will be closing in 10 minutes at 6pm CT. I would be happy to continue to assist you until then, but the chat will close at that time.  If you would prefer an email follow up instead, please let me know and provide an email you would like me to reach out on tomorrow. \nCustomer: Catch you later\nHuman Agent: Have a good evening."]
["Customer: Set up\nHuman Agent: Hi my name is Wendy\nCustomer: trying to set up under app on my new phone and it says I already have an account.  I guess that was from my old phone which i no longer have so i can't delete it there so it said to contact you\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: ZMD16G717204404\nHuman Agent: ZMD16G7I7204404 shows online -it is connected to ne----@gmail.com\nHuman Agent: Please login to the app with your gmail account and you will see the camera online."]
["Customer: Troubleshooting\nCustomer: My cameras  are linked to someone else account. I bought it as a returned item from Amazon. Can I give you the qr numbers on the device so you can reset it\nCustomer: GSG5001C0110776\nGSG5001C0109595\nCustomer: Agent\nCustomer: Agent\nCustomer: Thank you\nHuman Agent: Alright, so those cameras may have been made by a partner company. Is there any branding on the cameras or the setup guide? \nHuman Agent: Or are you able to look at the order information and see the brand of the cameras?\nCustomer: I bought thos system from a Amazon returned auction site. I now find that it was set up by someone else. Can you please reset the 2 devices so I can use them please\nCustomer: I can send you pictures \nCustomer: I sent the qr codes on the back of the cameras \nCustomer: It uses meshare app\nHuman Agent: I am trying to figure out the specific brands of the cameras. I got the Device IDs you sent. I understand you are using the meShare app. I still need to figure out the company that made the cameras and there are a few potential options. Is there any branding on the cameras or the setup guide or even on the power adapters? \nCustomer: WIFI CLOUD CAMERA ACT397\nCustomer: Always be aware \nCustomer: Raycom\nHuman Agent: Okay, so the cameras are made by Rraycom? Then you will want to contact Rraycom support for assistance with removing the cameras and setting them up. You can contact Rraycom support by sending an email to Rraycom@hotmail.com\nCustomer: Open is on power supply\nCustomer: Opoez \nCustomer: Opowz \nCustomer: Ok thanks\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: how to connect wired cameras to the mobile app\nCustomer: -1\nCustomer: i cant add cameras to the app\nCustomer: -1\nHuman Agent: Hi my name is Wendy.  What type of wired cameras do you have?\nHuman Agent: are they analog or sPoE cameras?\nCustomer: spoe yes\nHuman Agent: What is the device ID on the NVR that the cameras connect to?\nCustomer: wired toxo a model zp-nc18-s funlux b\nHuman Agent: What is the device ID on the NVR that the cameras connect to?\nAlso if the cameras each have a device ID starting with ZMD please let me know the camera ID too.\nCustomer: 14kd31gt504195x\nCustomer: i have 6 cameras\nHuman Agent: The NVR & cameras are connected to be---@gmail.com\nHuman Agent: do you have access to this other account?\nCustomer: stricjo\nCustomer: my brothers account i take it he has to reomve them from his account \nHuman Agent: the devices are connected to be---@gmail.com not stricjo@gmail.com\nCustomer: i bought his old home\nHuman Agent: yes. ask your brother to delete the devices from his account then you will be able to set them up to your own account\nCustomer: thank you!\nHuman Agent: You're welcome\nCustomer: i have had them removed from his account"]
["Customer: Troubleshooting\nCustomer: Need to remove cameras\nCustomer: Customer support\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Hi, I updated my app, and now my cameras have disappeared and then when I tried to sync them back, it says the cameras are under another account so I need to add those cameras to this account\nHuman Agent: OKay, I will need to look up a cameras ID to locate the other account first. Are you able to send me the cameras ID number? it wills tart with ZMD\nCustomer: Hi"]
["Customer: Set up\nCustomer: Having trouble sighning into account\nCustomer: Cant because no longer have the same email\nCustomer: Yes, need agent\nHuman Agent: What is the email address for the account that you are trying to log in to?\nCustomer: radkins57@frontier.com cant use this email any longer\nCustomer: New email is radkins104@gmail.com\nHuman Agent: The email address cannot be changed on an account. And you have tried logging in with the password that you may have used in the past?\nCustomer: I know what my password is ,but it wont accept it\nHuman Agent: What message do you get when you try to log in?\nCustomer: Please check account information\nCustomer: Cannot ues email radkins57@frontier .com it was compramised\nHuman Agent: Then you can double check that there is not a typo in the email address. Otherwise, if you cannot access the account, then we would have to go through the process of unbinding the cameras. \n\nCould I have the Device IDs of the cameras you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode. \nCustomer: You will have to wait there outside and im inside , I pay for service whats the problem\nCustomer: ZMD\nHuman Agent: In order to remove the cameras, we would want to Device IDs. Then you would need to send a screenshot of either the invoice or the order information from the purchase of the cameras. Or we would have to send an Unbind Request email to the account the cameras are setup on.\nCustomer: Ill have to get a latter\nCustomer: That wont work\nHuman Agent: Do you have the invoice or order information from the purchase of the cameras?\nCustomer: Im not going through all that just cacen my service and disconnect my cammeras and all billing\nHuman Agent: In order to remove the cameras from the account, I would need the invoice or order details, or we would have to send an Unbind Request. \nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: Ive had these camras for 7or 8 years why would i still have that just cancle my service\nHuman Agent: I am asking because the other option is the Unbind Request, which would likely take longer to unbind the cameras so that you can use them. And if you purchased them from the Zmodo store, then you would have an email. If you purchased them on Amazon or another online store, then there would likely still be record of the purchase.\nCustomer: Done told you email is no good\nHuman Agent: Right, but if we do not get a response after 30 days, or if the email gets rejected, then we would unbind the devices.\nCustomer: What do you mean camras arent working now if i cant sign in\nHuman Agent: Yes, you not being able to sign in to your account is what we have been working on. If you do not have access to the account, then we would need to remove the cameras from the account before you can set them up on another account. If you do not have the order details, then we would have to send an Unbind Request.\n\nAs these cameras are already bound to another account I can contact the previous account and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you.\nCustomer: Can i make a new account or do i just throw them away\nCustomer: sounds good ,how will you contact me\nHuman Agent: Okay, if you want to go through with the Unbind Request process, then we go back to where we left off. Could I have the Device IDs of the cameras you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode. \nCustomer: Give me time to get them will have to get a ladder\nHuman Agent: That is fine.\nCustomer: ZMD151n14225067  ,  ZMD151n14226066\nHuman Agent: Thank you.\nCustomer: How will you contact me ?\nHuman Agent: What is the best email to reach you?\nCustomer: radkins104@gmail.com\nHuman Agent: Thank you. Do you have any questions?\nCustomer: How do i hook up the other one that i have with a new account radkins104@gmail.com\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD151514230362\nHuman Agent: That camera is also on the account. So it will be included in the Unbind Request email.\nCustomer: Thought i was paying for two\nHuman Agent: Yes, you have two subscribed cameras, but you have 3 cameras on the account. You do not have to subscribe a camera for it to be on an account.\nCustomer: So how do i connect it to the email radkins104@gmail.com\nHuman Agent: After the cameras are unbound from the account they are currently bound to, then you will be able to set them up on a new account.\nCustomer: ok, thanks\nCustomer: Will wait on your email then you can help me set them back up with new email\nHuman Agent: Yes, when we contact you I will also send instructions on how to setup the cameras.\nCustomer: ok,Good by\nHuman Agent: You have a good day.\nCustomer: You to\nHuman Agent: Thank you."]
["Customer: I need to update email \nHuman Agent: Hello, my name is Grant. If you want to use a different email address to log in to your account, then you would need to create a new account. The email address used to log in to the account cannot be changed.\nCustomer: That means i shut off this account? What is the process? \nHuman Agent: You would delete the cameras from the account. Then you can create a new account and connect the cameras to the new account.\nHuman Agent: You would also want to cancel the subscription in your Apple account so it does not renew on your old account. You would still have the remaining subscription time that was paid for after you cancel the subscription, it just will not renew.\nCustomer: Hello? \nCustomer: -1"]
["Customer: Set up\nCustomer: how to delete another account from the device\n\n\nCustomer: I do not have access to another account and I need to delete it to install the device on another cell phone\n\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device to see what kind of account its bound to. can you send me the Model and ID number? the ID will start with ZMD."]
["Customer: My actual password don’t work I want to chance it\nCustomer: I need a recovery option\nCustomer: I need to chance my  password \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You can reset your password by choosing the forgot password option when logging in. If you do not want to log out to do this, you may also do it from user.zmodo.com. \nHuman Agent: It would send an email with a verification code you would enter to reset the password. \nCustomer: Can you help me reset my password \nHuman Agent: You would need to do it via the method I mentioned. Did you see my previous two messages?\nCustomer: I don’t receive the code\nHuman Agent: Okay, so you did the forgot password option on user.zmodo.com and did not receive the code it sent? Did you check your spam?"]
["Customer: Set up\nCustomer: Set up\nCustomer: How do you unlink a camera from another account\nCustomer: How do I get to the cameras live view if it's not linked to my account\nCustomer: -1\nCustomer: How do I unlink my camera from another account if I do not have access to the other account?\nCustomer: Contacts customer support\nCustomer: 1\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD19H2IHA10698\nHuman Agent: Thank you. Is that the only camera you have or do you have any others?\nCustomer: Just that one\nHuman Agent: Have you setup this camera before? Or did you recently purchase or receive the camera?\nCustomer: It's been set up before by someone else\nHuman Agent: Yes, I understand it has been setup before. I was asking if you have setup this camera before or if you recently purchased or received the camera.\nCustomer: Oh I've attempted to but have not successfully\nCustomer: I recently received it\nHuman Agent: Okay, so the answer is no to having set it up before. Did you recently purchase or receive the camera?\nHuman Agent: Okay, do you have the invoice or order information from the purchase of the camera?\nCustomer: No my roommate gave it to me\nHuman Agent: As this camera is already bound to another account I can send an Unbind Request. I will contact the previous owner and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: In case you need it his name is John-David Lands, 832-526-5626\nCustomer: He said he added me to authorized users\nHuman Agent: I do not need that information. I have account information for the account that the camera is bound to. I have sent the Unbind Request to the account the camera is setup on. What is the best email to reach you?\nCustomer: Spencerpavey82@gmail.com\nCustomer: Will this camera work on a 5g router?\nHuman Agent: The camera connects to a 2.4 GHz network. Every home or small office router can make a 2.4 GHz network. If by 5G you mean the router uses the 5G cellular network to connect to the internet (like from Verizon, T-Mobile, etc.) that is fine. That 5G is different from the 2.4 GHz and 5 GHz Wi-Fi networks.\nCustomer: If referring to the router\nCustomer: I'll be honest I am not super tech savvy. I'm 90% sure the router runs on 5ghz"]
["Customer: Set up\nCustomer: I deleted  the  old account  but still  not getting true to the camera  to  addthe new account \nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: I’m having issues on how to set up the volume \nCustomer: Blue\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You do not have any cameras that have audio capabilities. \nCustomer: Troubleshooting\nCustomer: Any feedback \nCustomer: How do I turn on the volume? I cannot hear the conversation in the recording"]
["Customer: Troubleshooting\nCustomer: Cannot view a video from yesterday although I see it listed under events \nCustomer: Need to access video and permission denied\nCustomer: The permission setting was on already\nCustomer: How can I watch video \nCustomer: Do you have a phone number I can call\nCustomer: Agent\nHuman Agent: If the app is telling you that the permission is denied when you try to view the recorded footage, then that means that your account does not have that permission from the account that the camera is setup on. There are different permissions that can be set. The permissions that would need to be checked would be Alerts and Playback."]
["Customer: Set up\nCustomer: My iphone is not connected with my subscription? Help \nCustomer: I don’t know what else to say but my iPhone is not connected with my subscription. I have a subscription number 22106895.\nCustomer: -1\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: I don’t know what else to say but my iPhone is not connected with my subscription. I have a subscription number 22106895.\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: Can i speak to a agent \nHuman Agent: my name is Wendy.  I am an agent.  What is the device ID on the camera that has the cloud plan subscription?\nHuman Agent: there are no cameras connected to email omnifaith@gmail.com\nCustomer: I don’t have that. How about my phone number \nHuman Agent: what is your phone number?\nCustomer: 3238198817\nHuman Agent: There are cameras connected to that phone number.  Login to the app with your phone number and you will see your cameras.\nCustomer: How do I do that \nHuman Agent: log out of the app then login to the app with your phone number\nHuman Agent: if you forgot your password for the phone number account you can reset it on the login screen by tapping on \"forgot password\"\nCustomer: Ok I’ll try \nHuman Agent: ok"]
["Customer: Troubleshooting\nCustomer: When I try to add my camera back they say they are associated to a different account \nCustomer: How do I do that\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device IDs of the cameras you are trying to set up? The ID starts with ZMD and it can usually be found on a sticker the bracket or camera under a barcode.\n\nCustomer: Hold on\nHuman Agent: Oka\ny \nHuman Agent: Okay*\nCustomer: I have the last 4 numbers of the cameras will that work \n4256\n1117\n6579\n5784\nHuman Agent: No I need the full IDs to search for them \nCustomer: Zmd14ftda205784\nZmd14g1da226579\nZmd19gdih501117\nZmdoo1do2204256\nCustomer: Are you still there\nHuman Agent: Yes thank you for the IDs \nCustomer: Yes I just sent you the full  numbers\nHuman Agent: These cameras are linked to a phone number ending in 491, do you recognize and have access to that account? \nCustomer: yes this is my phone I’m on now\nCustomer: I don’t know how to access the account \nThe account on my phone is 21819730\nCustomer: Can you switch the cameras to this account number \nHuman Agent: You are currently signed in with kelley-cl@sbcglobal.net you want to logout and sign in with the phone number \nCustomer: Ok let me try that hold on\nHuman Agent: Any luck?"]
["Customer: Help with subscription \nCustomer: Ok\nCustomer: Need help with subscription \nCustomer: 1\nCustomer: Live chat please\nHuman Agent: Hello, you've reached customer care, my name is Kylie. What kind of subscription help are you needing, can you elaborate on the issue with me more?\nCustomer: My subscription just renewed but I need to update the email on the account. How do I do this?\nCustomer: Hello?\nHuman Agent: You can set a different contact email in the Me section by taping on your account profile then clicking contact email, but its not possible to change the vescamilla1983@gmail.com email unfortunately. \nCustomer: Then is it possible to cancel and restart a new account?\nHuman Agent: You wouldnt have to cancel the subsciption or restart them in any way. let me explain \nCustomer: I don’t have access to that old email so I need to create a new one for the account \nHuman Agent: You can delete the cameras from the account, they will keep the subscription as the subscription ties to the camera itself, not the account. After they are deleted you would then log out of the account, create a new account, then add the cameras back, you don't have to do the setup again if the cameras are online you can just click the Plus and choose the option at the bottom to add a solid blue device, or sometimes it pops up with it on its own after you tap the plus and you can ass the cameras one by one by naming them. \nCustomer: Ok thank you \nHuman Agent: You can continue to use this account even if you dont have the email, you can also freely choose to create a new account if you would rather, its up to you. If you know the old email and the password you will always be able to login on a device. \nHuman Agent: No problem. Any other questions before we go?"]
["Customer: I need to set my camera up to a new phone and new account but can’t get it logged out of the old one. I don’t have the information saved.\nCustomer: How do I contact customer support?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you able to send me the cameras Model and ID number, I will look it up and see what kind of account tis bound to currently\nHuman Agent: the ID number will start with ZMD or GSG on the devices sticker. Its not the FCCID.\nCustomer: Ok give me a minute I’ll have to take the camera down first lol\nHuman Agent: Okay no problem, the chat will only timeout after 5 minutes of no response."]
["Customer: Troubleshooting\nCustomer: Datetime is wrong \nCustomer: -1\nCustomer: It has correct timezone still events show wrong date and time \nCustomer: That does not worry \nCustomer: -1\nCustomer: Customer care agent \nCustomer: 1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Is it the live view that has the wrong time or events?"]
["Customer: Hi I recently purchased a home has Zmodo cameras but when I go to try to connect, it says a camera is linked to another account. I have no way of contacting the previous owner.\nCustomer: Can I speak to a representative?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the devices to see what kind of account they are bound to first, can you send me all the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid.\nCustomer: D/static_file/691d74f3c6_1_20250205110301.jpg\nCustomer: D/static_file/fb40c3a9d9_1_20250205110357.jpg\nCustomer: D/static_file/ae17950aa5_1_20250205110536.jpg\nHuman Agent: For the camera that you sent the second photo of, the ID numebr I would need is on a seperate sticekr on the bracket.\nCustomer: D/static_file/77f7156fb2_1_20250205110549.jpg\nHuman Agent: For the ZH-IXY2J cameras the ID stickers are on the bracket, they start with ZMD.\nCustomer: D/static_file/4777e09707_1_20250205110630.jpg\nCustomer: That’s the second camera \nHuman Agent: Okay, if you have any other ZH-IXY2J model cameras beyong that second one I will also need the ID numbers of those. \nCustomer: D/static_file/2d5d79438f_1_20250205110837.jpg\nCustomer: D/static_file/c83b6e0b66_1_20250205110934.jpg\nCustomer: D/static_file/c99c28fc37_1_20250205110952.jpg\nCustomer: That’s all of them \nHuman Agent: Okay, One moment while I look up each of these cameras. \nCustomer: Sorry one more \nCustomer: D/static_file/4027bc2710_1_20250205111114.jpg\nHuman Agent: Alright, all of these cameras are tied to one account that was created with a phone number, To remove them from this account we would have to go through the Unbind process, for that I am going to send an Unbind request to the account the cameras are tied to, once we recieve a response of approval or if after 30 days with no resposne occures then I will unbind the cameras and notify you. Is the email \nJaysonmayor561@gmail.com best to notify you or do you have another email you prefer?\nCustomer: No that is the correct email \nCustomer: Thank you \nHuman Agent: Perfect, I sent the unbind request now, For the time being I would recommend leaving the cameras unplugged until they are removed then you can plug them in again, do you have any other questions before we go?"]
["Customer: im looking for a set of cameras that have a control/storage point\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not sell NVR or DVR systems\nCustomer: but you did?\nCustomer: I have one that I had working, I was going to use a wifi extender, I hit the wps button on my router trying to connect the extender, the cameras got kicked and now I can not get them back on\nCustomer: the light on the camera is blue, i try to use the option in the app that says if blue light is on click here, it tells me that the cameras belong to a different account. I did get these used.\nHuman Agent: Yes we used to sell them in the past, we no longer do we stopped in 2018. \nHuman Agent: Are you able to give me the ID numebr of this caemra? it sounds like you may not be logged into the right account as the camera potentially not that it was moved, I can check.\nHuman Agent: The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: one sec\nHuman Agent: Okay\nCustomer: zmd13hwe2003335\nCustomer: is one of 7 cameras i got\nHuman Agent: Okay let me look up this device.\nCustomer: i had them connected and working thru zlink before all this\nHuman Agent: It looks like this device is tied to another account that was created with an email, I cant give you the whole email but the first two letters and domain are \tch****************@umcfairmont.org do you recognize that email?\nCustomer: no, I got it from a second hand store that takes in donations and resells stuff\nHuman Agent: Okay, I will need all the the devices ID numbers, cameras and NVR to verify they are all tied to the same account or not, sometimes they can be tied to several, after that then we will have to go through the unbind process to remove all the cameras and or NVR from the account. \nCustomer: that will take a bit to collect as there all mounted. is this something we can continue thru email?\nHuman Agent: Yes, that's no problem, feel free to message each of the cameras ID numbers and that you want to go through the Unbind process in email and we can start that for you. Our email is support@zmodo.com\nCustomer: ok thank you\nCustomer: if you have time I will try to collect them real quick\nHuman Agent: your welcome. Yeah I can continue to chat with you, we don't close for the day until 6Pm central time so that's no problem. \nCustomer: ill try to be quick\nHuman Agent: Okay, as long as you check in within 5 minute windows the chat wont time out and close. \nCustomer: here\nCustomer: did i make it?\nCustomer: zmd13fsa1001914\nHuman Agent: yep im here\nCustomer: zmdhwe2003335, zmd13hwe2003312, zmd13hwe2003104, zmd13hwe2002367, zmd13ftdb001351, zmd13ftdb001352\nHuman Agent: Okay, is that alll of them or got any more?\nCustomer: thats all\nHuman Agent: Okay, let me check each of those to see if they are all on one account or not.\nHuman Agent: Okay, all of those devices are on one account, For the unbind process I am now going to send an unbind request to this account that all the devices are bound to, once they respond giving permission or if after 30 days of no response occurs then I will unbind the cameras and send you an email to notify, is the email jsoberbeck@gmail.com the best for you?\nCustomer: that is my eamil. thank you very much.\nHuman Agent: Okay, great, just keep an eye on your email, sometimes our messages can go to spam. Have a great night\nCustomer: you as well."]
["Customer: Troubleshooting\nCustomer: need help finding my cameras video feed url\nCustomer: but i want to add my cameras to AgentDVR or iSpy DVR\nCustomer: i found a trick online for adding the cameras but it only works for awhile and then i start getting a 403 forbidden\nCustomer: using this URL for example\nCustomer: rtsp://Mike:Zn3v3r2709@192.168.20.232:554/live\nCustomer: not that one\nCustomer: this one\nCustomer: https://flv.meshare.com/live?devid=ZMD15JBI4248211&token=f7dd53bdc2be633641016af25a5a36a3&media_type=1&channel=0&rn=1731819409568&aes_key=141A3935118A4542A5E78F30B2C34DF9&has_audio=0&cid=0\n\nCustomer: im guessing its because the token expires\nCustomer: so i need a way to do this that the token wont expire\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Unfortunately for DVR devices we are unable to give support, this is something you will have to troubleshoot on your own for remote viewing of the DVR. \nCustomer: i dont need help viewing my dvr'\nCustomer: i need hel,p adding my cameras video feed to the dvr\nCustomer: what is the feed url of these zmodo cameras\nCustomer: ?\nHuman Agent: We are not able to give any type of support regarding DVRs, remote viewing or physical support we unfortunately do not provide anymore. \nHuman Agent: You will have to troubleshoot the DVR on your own to resolve the issue. \nCustomer: so i bought these cameras and yall wont tell me what the video feed url is for them?\nCustomer: firget the DVR\nCustomer: what is the url for the video feed on my cameras?\nCustomer: D/static_file/200322af3e_1_20241121155015.png\nHuman Agent: This troubleshooting you are requesting is not something the company can assist you with, as I stated before I am not able to provide support. \nCustomer: why?  its yall cameras\nCustomer: what kind of support do yall give for your cameras if someone doesnt know how to view the video feed then?\nHuman Agent: Again, the reason I stated above, we are no longer giving support for DVR systems or troubleshooting regarding them. We no longer make DVRs or NVRs and have not since 2018. \nCustomer: i dont care about that\nCustomer: im asking what my camera video url is\nCustomer: when its outputting its video feed how do i access that?!?!?!?!\nHuman Agent: Its related to the info you are requesting and is apart of the DVR, the cameras are wired to the DVR. Our cameras can be used with other models of DVRs if you need that in the future but no support is available for me to give regarding this matter. Please troubleshoot on your own for this matter.\nCustomer: no these are not\nCustomer: these are IP wireless cameras\nCustomer: these dont come with a DVR\nCustomer: do they have a rtsp output? \nCustomer: if so, what is the url for getting the rtsp?\nHuman Agent: If you have wireless cameras they cannot be remotely added to third party apps and we do not troubleshoot for third party apps as well.\nCustomer: they have to be outputting some kind of feed if i can view them oin the zmodo website\nCustomer: OMG   just tell me the URL is they use!!!!!!!!!!!!!!!!!!!!\nCustomer: you mean to tell me if i lose internet for whatever reason then i can no longer view my security cameras anyway??\nCustomer: what if im in danger and my internet is out????????\nHuman Agent: They can be viewed perfectly fine form the Zmodo website or our app but they are not to be used for third party apps or services. I will not provide you with the information you are asking for and also cannot do that anyway. \nHuman Agent: Our wireless cameras are Wi-Fi cameras, without Wi-Fi they drop offline. If you are wanting cameras that do not rely on Wi-Fi then you will have to look at another brands products. \nCustomer: WOW!   i use to tell all my clients that i support remotely to go with zmodo but i will never recommend zmodo againa dn will never buy zmodo agin\nHuman Agent: It is your perogative to do so. We unfortunately do not make non Wi-Fi camera's. There are plenty of other company's you can look to that make wired cameras that provide the service you are looking for though, have a splendid day. \nCustomer: such BS yall are going to tell what i can use my cameras i bought from yall for.........that i MUST use your website..........\nCustomer: and who wants a wired camera?!?!?!?\nCustomer: ridiculous\nCustomer: i think you just dont know how to find the info im asking for.............\nCustomer: probabl;y should learn how to do your job better before you get into support!\nHuman Agent: wireless cameras still use Wi-Fi in order to connect, weather it be locally to a hub or through the internet, if your wifi goes down then the caemras will still go down unfortunately. \nHuman Agent: Its not a matter the company can assist you with, Please seek out another company and I wish you the best. Farewell."]
["Customer: agent \nCustomer: hello grant \nCustomer: i’m having trouble adding another user to the cameras (shared access) \nHuman Agent: Okay, what is the email address that you are trying to share the cameras to?\nCustomer: guilaine1977@yahoo.com\nCustomer: hello \nHuman Agent: It looks like the cameras are shared with that account. You can check the accounts that the cameras are shared with by tapping on Settings next to My Devices. Then tap on the camera to go to the Device Settings. Tap on Sharing Management and you can see the accounts the cameras are already shared with and edit the sharing permissions.\nCustomer: no cameras are showing up on that users account. \nHuman Agent: They may be logged in to the wrong account. They will want to be sure they are not logged in with a different email address or phone number. Otherwise you can go to the Sharing Management through the steps I sent in my previous message and delete the sharing for that account and then share them again.\nCustomer: D/static_file/e15e9e9814_1_20241008140711.jpeg\nCustomer: D/static_file/9b55ee7b25_1_20241008140720.jpeg\nHuman Agent: Then you can go to the Sharing Management through the steps I sent in my previous message and delete the sharing for that account and then share them again.\nHuman Agent: You can check the accounts that the cameras are shared with by tapping on Settings next to My Devices. Then tap on the camera to go to the Device Settings. Tap on Sharing Management and you can see the accounts the cameras are already shared with and edit the sharing permissions.\nCustomer: it’s not letting me edit \nHuman Agent: You can tap on the edit icon in the top right corner to delete the sharing permission and then share the camera again."]
["Customer: Troubleshooting\nCustomer: Need to delete old account and set up a new one since the person that set up my original account is now deceased.\nCustomer: I cannot access old account since the person that created it just died and I have no access to his records\nCustomer: -1\nCustomer: Can't access old account\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Then delete that account and let me set up a new one\nCustomer: I have 7 cameras\nCustomer: D/static_file/7bc8ec72d6_1_20240917141631.jpg\nHuman Agent: That is fine. The Device IDs will let me look up the cameras so that we can see what needs to be done.\nCustomer: All of these cameras were removed as I was told to do in an email 2 hours ago from you email rep Wendy.\nHuman Agent: Yes, it looks like the cameras are already unbound, so you did have access to the account they were bound to and you removed them from the account. You can now connect them to an account with the LAN Search in the app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: Will this change the login ID?\nHuman Agent: You would want to create the account and log in to the account you want to use and then do the LAN Search in that account.\nCustomer: Creating this account is the only reason I came on this chat\nCustomer: I can't find a place to create a new account it keeps coming up on the app as the old account\nHuman Agent: Well, you said that you needed to delete cameras from an account. If you want to create a new account, you would log out of the account you are in and create a new account.\nHuman Agent: Tap on Me at the bottom right and Log Out."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Need to reset my camera \nCustomer: Someone gave me a camera that seems to already be attached to another account and I need to unattached from whatever account it’s connected to\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd14c6da247672\nCustomer: I need to get this camera unattached from the account it’s on it was given to me by a friend \nHuman Agent: As this camera is already bound to another account I can contact the previous account and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: Jenniestarr75@gmail.com\nHuman Agent: Thank you. Do you have any questions?\nCustomer: No"]
["Customer: Forgot password setting up a new phone \nCustomer: It want let me unless I know the old one \nCustomer: I tried to but it want let me because I don’t know the old password \nCustomer: Ok how\nCustomer: What do I need to do \nHuman Agent: Hi my name is Wendy.  You are wanting to reset the app login password?\nHuman Agent: On the app login screen tap on \"forgot password\" to reset it."]
["Customer: Troubleshooting\nCustomer: Hello\nCustomer: I need help connecting to a new wifi\nCustomer: I moved\nHuman Agent: Hi my name is Wendy.  Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: Zmd\nHuman Agent: D/static_file/fdb6959d70_1_20241007155238.png\nHuman Agent: The ID will look similar to this picture -I would need to know the entire ID\nCustomer: How do I take pic\nHuman Agent: take a clear picture with your phone then attach it to this message.  \nCustomer: I have 4 cameras \nHuman Agent: ok\nHuman Agent: you can attach just 1 ID first then provide the other 3 later if you want\nCustomer: Unable but I'll type them\nHuman Agent: ok\nCustomer: Ok zmd331IAE3233509\nHuman Agent: zmd331IAE3233509 isn't pulling up any info.  Is this a brand new camera? or has it been setup before?\nCustomer: Old set up before\nHuman Agent: Please type out the ID again in case there are typos.  or attach a clear picture here or email it to me at support@zmodo.com\nCustomer: Try this one zmd33DKE8238315\nHuman Agent: ZMD33DKE8238315 shows online.  its connected to a phone number account ending in 257\n\nCustomer: I have been emailing for a week no answer\nCustomer: 4696446257\nHuman Agent: Login to the app with your phone number ending in 257 you will see the camera online\nCustomer: Trying  again\nHuman Agent: ok\nCustomer: Got it!!!!!!\nHuman Agent: ok great!\nCustomer: Thank you\nHuman Agent: You're welcome"]
["Customer: Troubleshooting\nCustomer: All my cameras say they are bound to another account and to contact you?\nCustomer: And just how do I contact \nCustomer: all bound to another account?\nCustomer: I only have one user account\nCustomer: how do I  reach customer service?\nCustomer: Agent\nCustomer: agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nHuman Agent: I will need the cameras ID number to see what kind of account it is bound to first, the ID number will be on the cameras sticker and start with ZMD"]
["Customer: Hello, I recently changed my phone and now can't get my cameras to work on the new phone, I am logged in to my account and the cameras have blue lights on them but for some reason it says they are part of a different account but I only have one \nCustomer: -1\nCustomer: I don't have another account or different phone number I just upgraded my phone \nCustomer: I did that but they are not showing up \nCustomer: The cameras in the app\nCustomer: Omg I can't access my cameras anymore \nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on your camera. Check the sticker on the device, which might start with ZMD or GSG.  \n\nCustomer: Wendy I just upgraded my phone and opened the app and my cameras no longer show up I have tried reconnecting them to no avail \nHuman Agent: Please let me know the device IDs on one of the cameras\nHuman Agent: Its possible you are logging in to the wrong account\nCustomer: ZMD13HNE2291245\nCustomer: I only have one \nCustomer: Account \nHuman Agent: ZMD13HNE2291245 is connected to a phone number account ending in 412\nHuman Agent: If  you are logged into the app with an email log out then login with your phone number instead\nCustomer: Yep that is my phone \nHuman Agent: Login to the app with your phone number\nCustomer: Ok"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: I'm checking to see if my account has been unhinged?\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up the Unbind request for you, one moment\nHuman Agent: There is still no response from the other user so the Unbind process is still in progress until they do or after the 30 days has passed form when it was started."]
["Customer: How to turn off time &date\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I apologize for the confusion, the timestamp cannot be disabled for all video."]
["Customer: Troubleshooting\nCustomer: Unbind\nCustomer: Agemt\nCustomer: Agent\nCustomer: Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I need to unbind 4 cameras from a previous account\nCustomer: The last agent that assist me told me she will need the invoices to unbind all my cameras\nCustomer: Here i have them\nCustomer: D/static_file/a71ee9f41c_1_20241106105307.jpeg\nCustomer: D/static_file/4a29d2d885_1_20241106105314.jpeg\nCustomer: Hello?\nHuman Agent: Hello, I sucessfully have unbound all the devices sucessfully, you are now free to rebind them and set them up onto your new account\nCustomer: Give me a minute\nCustomer: Let me check\nHuman Agent: Okay"]
["Customer: I'm locked out of my account.  It says sign in. Will not take pwd reset \nCustomer: Agent\nCustomer: Agent\nCustomer: Call me\nCustomer: Call me. 9107347120\nHuman Agent: Hello, you've reached customer care, my name is Kylie. What is the email you used to create the account, I will need that first to pull it up in the system here. \n\nCustomer: ANNMARIE011469@GMAIL.COM\nHuman Agent: We do have phone support but it is by schedule only, If you would prefer a call im happy to send you the phone call scheduler. Do you want me to send that for you in the chat here?\nCustomer: No. Just reset my pwd\nCustomer: It will not do it if I try\nHuman Agent: I was able to find an account under that email, for me to assist with the password reset you will need access to that email, do you have acess right now for us to try the reset?\nCustomer: Yes\nHuman Agent: Okay, it will take me one moment to get the reset started, it will send a special code to your email, I will let you knwo when it sends out that code and you will need to send that code to me in the chat in order for me to reset it. One moment\nHuman Agent: The verification code is now sending.\nHuman Agent: if you dont see it at all be sure to also check the spam and junk folder as it can sometimes go there"]
["Customer: Set up\nCustomer: camera has been deleted but says it is on another account\nCustomer: agent\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I think I may have spoken to you earlier I had 2 cameras that had been set up on a previous account and I wanted to set them up on new account but when I deleted them from old account my new camera deleted too from my new account\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: zmd16f1l7200808\nHuman Agent: That camera is on your account currently.\nCustomer: are 3 others also on this account?\nHuman Agent: No, that is the only camera on your account currently. Do you see three other cameras on your account?\nHuman Agent: Because then you may be logged in to a different account.\nCustomer: only one called kitchen it says the others are on another account but they were on this one\nHuman Agent: There have not been any other cameras setup on this account previously. Could I have the Device IDs of the cameras that are setup on a different account?\nCustomer: do you see zmd16g317203810\nHuman Agent: That camera is not bound to an account.\nHuman Agent: It is showing offline right now, which means it is not connected to the internet.\nCustomer: but when I try to add it, it says it is bound to a different account\nCustomer: do you see it now?\nHuman Agent: It is online now. Can you try the LAN Search in your app to add it to your account?\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: it says it is already bound to another account\nHuman Agent: You connected that camera to your account. Is it a different camera that is saying that?\nCustomer: I just connected another camera ending in 810 but the camera that were on this account are not connecting\nHuman Agent: There are two cameras on the account. The camera that you gave the Device ID for is ZMD16G3I7203810. That camera connected to your account.\nHuman Agent: There have not been any other cameras on this account. This account was created today, and has only had 2 cameras on the account.\nCustomer: let me give you all my camera numbers and see if you find them please\nHuman Agent: Yes, if you give me the Device ID, then I can look up the camera.\nCustomer: zmd16g317203810     zmd16g317200069 zmd16317502719  zmd16f1l7200808(On this account?)\nHuman Agent: The first and the last camera are on this account, redbaron20659@hotmail.com. The second and third are on a @gmail.com email address.\nHuman Agent: So you just have your cameras on two different accounts. You would want to decide which you want to use and then you can delete the cameras from the account you do not want to use.\nCustomer: ok I see what I did thank you\nHuman Agent: You're welcome.\nCustomer: you have a great weekend\nHuman Agent: Thank you. You have a good weekend, too."]
["Customer: Set up\nCustomer: i bought a camera a while ago and do not remember what account I set it up under. It has been a few years since it has been hooked up because I moved across states and it was packed. \nCustomer: I cant remember so I need to speak with an agent\nCustomer: agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device to find what account it is tied to, can you send me the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid. \nCustomer: where do I find this?\nCustomer: zmd14e8e2224166\nCustomer: model zh-Ixy1d\nHuman Agent: Thank you, one moment while I look up this device now.\nCustomer: I may not have access to the email it was originally hooked up to. \nHuman Agent: I cant give you the full email from the account , but I can give you the first 3 letters and the domain, it is fra*******@gmail.com Do you have access to that email, or are you able to try logging into the account from the app with that email and a password you think it could be in the app at all?\nCustomer: let me try\nHuman Agent: Okay"]
["Customer: Hi Mira I am trying to setup my wifi cameras after moving them to a new network.  the model of cameras that I am trying to setup is ZP-IBH15-W.  When I try to add the new camera during the netwok setup it shows the ssid as unknown.  Buwhen I click change \nCustomer: Ok i have the network showing now but it doesn't see qr code.\nCustomer: it tells me device is already linked another account.\nCustomer: When I am trying to scan the code I get a message on my phone from the camera the device is already linked to another account.\nCustomer: i am logged into that account with the app\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: so I need to install the smartz app\nCustomer: md15JTDA015467\nCustomer: That is ZMD15JTDA015467\nHuman Agent: This camera is linked to an email starting with jo***********@gmail.com, do you recognize and have access to this email? \nCustomer: I don't recognize or have access to it.\nCustomer: It should be linked to jeremystimac@yahoo.com\nCustomer: But I don't have access to that email account but the is what are username is for our system.\nHuman Agent: Did you just purchase this camera? Can you send me a picture of the ID? \nCustomer: I can send you a picture of the label on the camera if that is what you are talking about.\nHuman Agent: Yes please send it\nCustomer: I took a picture with my phone.  I am connected with you on my laptop.  I emailed it to my self but I can't get it to this chat\nCustomer: I tried to copy and paste but it will not paste\nHuman Agent: Can you email it to support@zmodo.com attention Marcela \nCustomer: Done\nHuman Agent: What email did you send it from? \nCustomer: robertcj01@gmail.com\nHuman Agent: Thank you \nCustomer: I also have 4 more cameras that I am trying to setup.\nCustomer: All of our hardwired cameras are working but since they reworked our wifi these cameras stopped.\nHuman Agent: Could I have the other 4 IDs? \nCustomer: Ok I will go take pictures of them.\nHuman Agent: Thank you please email them. \nCustomer: Yes I  am I had to go around to all of the cameras they are mounted around our church.  One of the cameras the label is missing.  We have a total of 6 wifi cameras.\nHuman Agent: Okay are you able to send those images \nCustomer: I am sending you the pictures now\nHuman Agent: Okay \nCustomer: yes I am\nHuman Agent: Okay are you still working on sending that. \nCustomer: i sent it\nHuman Agent: I have not received them. \nCustomer: 10 minutes ago.   it  may show marcel  instead of marcella\nHuman Agent: Did you send it from as well robertcj01@gmail.com\nCustomer: I will send it again.  and yes I did.\nHuman Agent: Okay thank you \nCustomer: The first time i had your email incorrect\nHuman Agent: just to confirm you send it to support@zmodo.com \nCustomer: yes the first time i left out the o\nHuman Agent: Okay \nCustomer: Thanks Grant\nHuman Agent: It looks like some of the cameras are setup on the jeremystimac@yahoo.com email address and some are connected to a different email address. And you said that you do not have access to that other email address?\nCustomer: I don't have access to jeremystimac@yahoo.com account and the other email account I have no clue where that came from.  Jeremy is no longer associated with the church.\nCustomer: We just have his email id used for the account id and the password he used for the zmodo account\nHuman Agent: Okay, so if you have the password for the Zmodo account, then you would be able to log in to the Zmodo account and remove the devices from that account.\nCustomer: yes i would but for some reason all of the they only show up idividually\nCustomer: do not show up idividually\nHuman Agent: What do you see in the app when you log in with that account? Do you see My Devices on the Home screen?\nCustomer: I see Ch14 3 2 and 1 then Dfcnaz which from there I could scan all of the cameras.  We have a total of 16 Cameras\nCustomer: I just noticed one of my wifi cameras is visible on the screen.\nHuman Agent: Yes, those are the devices listed individually that are connected to that account. So you can delete them from that account and then set them up on a new account with the QR Code setup.\nHuman Agent: The other cameras would need to be unbound from the other account. Do you have the invoice or order information from the purchase of those three cameras?\nCustomer: No I don't have that information.  You say three cameras what about the others.\nHuman Agent: You are looking at the others. The cameras named CH14, 3, 2, and 1 are the other Wi-Fi cameras. As I stated, you can delete them from the account if you do not want to use that account and then set them up with the QR Code setup.\nCustomer: I am sorry but I am not following you about  So I delete them and then reinstall them using the qr code setup.  How do I go about setting up a new acount.  Are you meaning a new account other than jeremystimac\nHuman Agent: Well, you said before you did not have access to the jeremystimac@yahoo.com email address. If you do not have access to the email address, then I would recommend setting them up on another account. If you want to use the jeremystimac@yahoo.com account, you can continue to use that account. You would just want to setup the cameras with the QR Code setup to connect to your Wi-Fi network.\nCustomer: Ok.  What about the cameras the you say are registered to some one else.\nHuman Agent: As far as the three cameras on the other account, I can contact the previous account and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: robertcj01@gmail.com\nHuman Agent: Thank you. I will get that Unbind Request. Do you have any questions?\nCustomer: Can you tell me what the ids are of the three cameras are so I don't try to get them setup untill they are Unbind\nHuman Agent: ZMD15JTDA007614, ZMD15JTDA015467, and ZMD15JTDA008384.\nCustomer: ok thanks i wiil try what you have suggested.  but if i change the user name these cameras will asigned to jeremy\nHuman Agent: You cannot change the email address used to log in to an account. That is why I said if you want to use a different email address, you will want to remove the devices from the account and connect them to a new account.\nCustomer: So if I cannot change the login address what would using a different email do for me. but make it more confusing later on.\nHuman Agent: You cannot change the email used to log in to an account. So if you do not have access to that email address, then you would not be able to reset the password with the password reset if you need to in the future. So removing the devices and setting them up on another account would give you access to reset the password if needed.\nCustomer: Also Is there a way I can save this conversation.  So if I am following you I would be replacing the login with a new email.  But would the cameras on your end be still assignned to jeremystimac\nHuman Agent: No, the cameras would not be assigned to jeremystimac@yahoo.com. That would be the entire point of deleting them from the account and setting them up on a different account.\nCustomer: So I am basically starting completely over from scratch then if I use a different email.  But the jeremystimac email would still have an account\nHuman Agent: There would still be an account with the jeremystimac@yahoo.com email address, but it would not have access to any of the cameras if you delete the cameras from the account.\nCustomer: Ok so if I understand you I log into the jeremy acount and delete the cameras and then start over with a new email acount how will I be able to access the cameras.\nHuman Agent: You would access them from the new account you set them up on. It would be the same way you would access them if you log in to the account they are currently setup on.\nCustomer: Or would it be easier to setup a new account first and get it working the delete them from the other account\nHuman Agent: It does not matter. You would need to both create a new account and remove the devices from the current account before you can set them up on another account.\nCustomer: Will I be able to access the wired cameras also.\nCustomer: So the cameras have to be removed from the existing acount before they can be assigned to a new account.\nHuman Agent: You would remove the NVR from the account and set it up on the new account. Just like you would with the Wi-Fi cameras.\nCustomer: I am not sure how to setup the NVR.  We have very limited documentation on our system.\nCustomer: The NVR is working to some extent now by itself.  I am not sure how I would go about setting it up on the app.\nHuman Agent: Here are the instructions to add an NVR to your account:\n\nPlug in the device to both power and the router, make sure your phone is connected to the same router as the NVR.\nOpen the App and confirm you are signed in with the account you want the device linked to.\nTap the plus sign (+) on the top right and select Legacy, then Smart Kit.\nTap the check mark to confirm the NVR is powered up, this will prompt the app to do a network search for the NVR.\nIf the app locates the NVR it will show you the option to select the NVR and Name it. The name goes on the same line as the Device ID, after entering a name you can adjust the time zone and enter a password for your device.\nLastly tap on the checkmark at the bottom to add the device.\nCustomer: Ok I will try all of this.  Is there a way I can save this conversation for later.  So I can reference but to this.\nCustomer: back to this.\nHuman Agent: You can take screenshots of the chat if you want to.\nCustomer: I just selected it and pasted it into a word document.  I hope that works.\nCustomer: thanks for your time.\nHuman Agent: You're welcome."]
["Customer: I need to talk to an agent\nHuman Agent: How can I assist you?\nCustomer: I need to talk to a live agent cause my camera view is showing upside\nCustomer: Hello\nHuman Agent: You can flip the image in the Device Settings for the camera. Tap on Live for the camera and then tap on the Gear icon in the top right corner. This will take you to Device Settings for the camera and there will be a switch that says Flip Screen or Invert Screen."]
["Customer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?\nCustomer: Solid bule camera\nCustomer: Blue \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD17A6I7503065\nHuman Agent: That camera is setup on a different account. Have you setup this camera before? Or did you recently purchase or receive the camera used?\nCustomer: Recently purchase \nHuman Agent: Do you have the invoice or order information from the purchase of the camera?\nCustomer: Yes \nHuman Agent: Can you send a screenshot of that invoice or order details?\nCustomer: Yes \nCustomer: I bought it in ebay\nCustomer: D/static_file/5319ba4a62_1_20250224173050.jpg\nHuman Agent: Thank you. Let me take a look.\nHuman Agent: Is it just the one camera that you are not able to setup?\nCustomer: Yes \nCustomer: There seré 3 devices and this is the only one I cant connect\nHuman Agent: Thank you for your patience. I have removed the camera from the account it was connected to. Is the camera plugged in right now?\nCustomer: Yes \nHuman Agent: If the light in the camera is solid blue, then you will want to try the LAN Search in the app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: Solid blue \nHuman Agent: Yes, so if the light is solid blue, then you will do the LAN Search in your app. Did you get the instructions in my previous message?\nCustomer: Ok thank you I did \nHuman Agent: You're welcome."]
["Customer: I have been going in circles for quite a while I need help To redo my password.\n I mean since January. Finally I did just give up but I like to reconnect with you all.\nCustomer: I have been going in circles for quite a while I need help To redo my password.\n I mean since January. Finally I did just give up but I like to reconnect with you all.\nCustomer: Yes i'm having a world of trouble and it's almost getting ridiculous now\nCustomer: Yes i'm having a world of trouble and it's almost getting ridiculous now\nCustomer: Except in my password that I'm giving you.\nCustomer: Except in my password that I'm giving you.\nCustomer: Well, that's kind of what I'm trying to do, let you know I'm having problems. What else can I do if you are don't accept the password? I'm giving you.\nCustomer: Well, that's kind of what I'm trying to do, let you know I'm having problems. What else can I do if you are don't accept the password? I'm giving you.\nCustomer: OK, so what do I do to get in with my password? I went to me done all that and still nothing.\nCustomer: OK, so what do I do to get in with my password? I went to me done all that and still nothing.\nHuman Agent: Hello, you've reached customer care, my name is Kylie, are you trying to login on the app or on a computer?\nHuman Agent: Hello, you've reached customer care, my name is Kylie, are you trying to login on the app or on a computer?\nCustomer: On my app cell phone\nCustomer: On my app cell phone\nHuman Agent: Okay, to reset the password you would log out, click login, then click forgot password, then it will have you go through the password reset process.\nHuman Agent: Okay, to reset the password you would log out, click login, then click forgot password, then it will have you go through the password reset process.\nCustomer: Ok I will let my wife handle it from here. She's more knowledgeable about this stuff. So I will need a few minutes.\nCustomer: Ok I will let my wife handle it from here. She's more knowledgeable about this stuff. So I will need a few minutes.\nHuman Agent: Okay\nHuman Agent: Okay"]
["Customer: Hi there!\nCustomer: Hi Mira! I'm having problem logging in\nCustomer: YES\nCustomer: I have an error. I already reset the password however I still cant get in.\nCustomer: Okay\nCustomer: let me try\nCustomer: I want to talk to a person\nCustomer: Hi there!\nHuman Agent: What is the email address or phone number that you are trying to log in with?"]
["Customer: Hello, I have a DVR that I cannot link to my phone.\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you referring to one of the two DVRs bound to your account currently?\nHuman Agent: If not, what is the model or SKU of the device you're working with?\nCustomer: no, it would be to a new DVR that I want to link\nCustomer: Model: ZP-NC18-S\nCustomer: ID: 14HK10QF002888P\nHuman Agent: Thanks. It looks like that is an NVR. It is already bound to another account starting with ez which is at gmail.com, is that familiar to you?\nCustomer: I think it was from the previous technician who supported us\nHuman Agent: Okay, would you be able to provide the invoice or order details from the purchase of this system?\nCustomer: Of course, but I could send them to you by mail, since I have to look for them, because I currently don't have them on hand.\nCustomer: Or can I request support again once I find the invoices?\nHuman Agent: We would not be able to take them via physical mail, but you can email us at support@zmodo.com. I'll email you in a moment and you can reply to that email once you find it. In the meantime I'll go ahead and also send an unbind request to the previous account holder in case you are unable to locate the invoice. They will have 30 days to reply. If they reply and approve of the unbind or do not reply within 30 days, the device will be unbound. If they reply and deny the request, the only other potential way to proceed would be the invoice. In either case we'll follow up once the process has finished."]
["Customer: Set up\nCustomer: attempting to setup but getting error message device associated with another account, power off & contact support\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: my brother purchased & installed systemfor my mom years ago.  he is deceased for many years now & i am now caring for my mom with stage 4 lymphoma.  trying to access the system for her safety.  we are not able to access brothers phobe, email or purchase receipt.  it will be difficult for me to get qr codes of cametas installed around moms house\nHuman Agent: What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nHuman Agent: Or rather cameras since it sounds like there are multiple devices."]
["Customer: Español\nCustomer: Agente \nHuman Agent: ¿Cómo puedo ayudarte?\nCustomer: Hola Grant\nCustomer: No puedo conectar a mi red mi equipo \nCustomer: D/static_file/81ba62ea00_1_20241101144754.jpg\nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debería comenzar con ZMD y debería estar en una pegatina blanca en la cámara o en el soporte, normalmente debajo de un código de barras.\nCustomer: D/static_file/a9feaf7427_1_20241101144819.jpg\nHuman Agent: Parece que esa cámara está configurada en otra cuenta. ¿Has configurado esta cámara antes? ¿O compraste o recibiste la cámara recientemente?\nCustomer: Si se la compre a mi prima Alexandra Rodriguez \nHuman Agent: ¿Tiene alguna factura o información del pedido de la compra de la cámara?\nCustomer: No \nHuman Agent: Como esta cámara ya está vinculada a otra cuenta, puedo enviar una solicitud de desvinculación. Me comunicaré con el propietario anterior y le pediré que elimine la cámara de su cuenta; sin embargo, debo esperar 30 días para recibir una respuesta. Cuando reciba una respuesta o al final de los 30 días si no recibimos respuesta, desvincularé el dispositivo y me comunicaré con usted. ¿Cuál es el mejor correo electrónico para comunicarme con usted?\nCustomer: O puedo pedirle a ella que la desvincule????\nCustomer: Y la ingreso yo????\nCustomer: Ruddyvergaraa@gmail.com \nHuman Agent: Enviaría la solicitud de desvinculación a la dirección de correo electrónico de la cuenta. Entonces eso es lo que estaría haciendo.\nHuman Agent: Gracias. Recibiré la solicitud de desvinculación. ¿Tiene alguna pregunta?\nCustomer: No gracias"]
["Customer: Set up\nCustomer: I don't speek english\nCustomer: cambie de módem y ña cámara no se visualiza\nCustomer: ya lo hice pero no la visualizo\nHuman Agent: Hola, has contactado con atención al cliente. Mi nombre es Grant. ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD o GSG y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras.\nCustomer: ZMD15KQ15200310\nHuman Agent: Parece que esa cámara está configurada en una cuenta diferente. La cámara está en una dirección de correo electrónico @gmail.com y las dos primeras letras son \"ci\".\nHuman Agent: ¿Reconoce la dirección de correo electrónico y, si lo hace, tiene acceso a la dirección de correo electrónico o a la cuenta de Zmodo?"]
["Customer: Please close my account thank you \nCustomer: What agent \nHuman Agent: Are you trying to cancel a subscription on your account? Or are you trying to delete the entire account?\nCustomer: Yes I will like to cancle the cloud and account can't afford to keep it any more\nHuman Agent: Okay, well those are separate things. If you want to cancel the cloud plan, you can still use the live video and the motion alerts from the cameras. To cancel the subscription, you would do that through your Google account. \nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option.\nHuman Agent: If you do not have access to an android device currently you can follow this guide on how to cancel your subscription via Google. https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid\nHuman Agent: If you do not want to use even the free features of the cameras and just want the account deleted, then I can send an email with our Data Subject Rights form that you can fill out to the email on your account. You can complete the form and return it and then we will get your account deleted.\nCustomer: Yes I would like to delete the entirety of the account could you please send the email \nHuman Agent: Alright, I sent you the email with the form to delete your account."]
["Customer: Set up\nCustomer: Says my device is linked to an account I bought it at a garage sale \nCustomer: I bought it at a garage sale there is no receipt\nHuman Agent: Hi my name is Wendy.  Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: How can I call customer service\nHuman Agent: Hi my name is Wendy.  Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \nCustomer: D/static_file/d7e9849895_1_20241014150913.jpg\nHuman Agent: ZMD13FFDA000238 is connected to a different email re----@yahoo.com.\n\nIf you do not have access to this other account please keep the camera unplugged from power until it can be unbound.\nHuman Agent: Is it just this 1 camera? or do you have others as well?\n\nCustomer: Okay I have it unplugged yes the owner at the garage sale said the other one got damaged\nHuman Agent: Is it just this 1 camera? or do you have others as well?\nCustomer: It's just this one camera\nHuman Agent: I will contact the previous account on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous account. If the request is denied then I would need the original invoice for anything further.\n\nI will follow up with you by email cneyer24@gmail.com after the device/s have been unbound.\n\nCustomer: Okay"]
["Customer: Set up\nCustomer: I was trying to do a setup of a smart kit the previous owners left in my home\nCustomer: I am unable to access it because it was bound to another account, I was told to turn off the smart kit and contact support\nHuman Agent: Could I have the device ID of the NVR you are working with?  It should start with ZMD and should be on a white sticker on the NVR.\nCustomer: ZMD13BL59203999\nHuman Agent: As this NVR is already bound to another account I can contact the previous owner and request that they delete the NVR from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: Rodriguez.thomasj@gmail.com\nCustomer: Are those my only options? \nHuman Agent: Thank you. I will get the Unbind Request sent.\nCustomer: I've had the home nearly 60 days\nHuman Agent: You said it was left in the residence? Do you have an invoice for the NVR system?\nCustomer: It was left in the residence and it was left to me\nCustomer: I have a letter from the owner stating what to do\nCustomer: It wasn't as simple as they told me\nHuman Agent: Then yes, the Unbind Request would be what is required to remove the device from the account.\nCustomer: Ok, I will wait then"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Hi Kylie.  I’ve deleted and reinstalled the app.  I’ll monitor and see if it fixes the false expired event message.\nCustomer: Thanks.\nHuman Agent: Okay perfect, if you do have any more trouble with events be sure to contact us. We will be closed tomorrow and for Christmas, but we will be open again the day afterwards."]
["Customer: Set up\nCustomer: Camera is set up to another account, needs to be deleted and added to mine \nCustomer: The old account belongs to my ex partner who I don’t speak to anymore \nCustomer: Troubleshooting\nCustomer: Representative \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: D/static_file/31a441fd7e_1_20241024143906.jpg\nHuman Agent: Thanks, for ZMD24HNH9000830 I will need to send an unbind request to request permission to unbind the device. They will have 30 days to reply. If they reply and approve or do not reply within 30 days, the device will be unbound. If they reply and deny the request, I would not be able to proceed. Is marilynnm29@gmail.com a good email to reach you on once the process has finished?\nCustomer: Yes \nCustomer: Thank you \nHuman Agent: No problem, is there anything else I can help you with for now?"]
["Customer: Set up\nCustomer: I bought 2 cameras from the pawn shop and I can't get them working because they're already linked app to an account.The person that sold them or pound them to the punch up.Didn't remove the accoff these cameras?No I am stuck with cameras.That don't work because I can't reset.It doesn't have a reset button\nCustomer: Customer service or customer support\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZmD19G41H419405,ZMD19G4iH419416\nHuman Agent: Thank you. Let me take a look.\nHuman Agent: Do you have an invoice or order information from the purchase of the cameras?\nCustomer: No, they were purchased from the pawn shop. I don't think I was gonna have a problem hooking them up.So I don't know what to do with the receipt.I've gone back to the pawn shop and if try to help me locate them.But with so many items that they have I would need the receipt too as well as they can look up their inventory and see what they can pull up\nHuman Agent: As these cameras are already bound to another account I can contact the previous account and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: Deleonluis654@gmail.com\nCustomer: Thank you that Would be a great idea thank you\nHuman Agent: You're welcome. Do you have any questions?\nCustomer: No, thank you. That'll be all but just to make sure what I read was that. You would contact the previyes owner of the account and ask them to disconnect. Correct and within 30 days, I would have an answer.\nHuman Agent: Yes. I sent an Unbind Request email to the account the cameras are bound to. When we receive a response, or if after 30 days we do not receive a response, then we will unbind the devices and notify you that you can set them up on your account."]
["Customer: Help with account\nCustomer: Can I chat with a person \nCustomer: Hi Dillon, I found out yesterday that an old roommmate of mine still has access to my zmodo account even though I’ve changed the password twice since he moved out. I was told by another rep to create a new account so he won’t have access, but I have a paid cloud service with you so I need to know what to do\nCustomer: I figured when I updated the password it would’ve made all users sign back in, but apparently that isn’t the case. I had no idea he was still on the cameras and was able to see everything happening in my home the last few weeks. I feel like my security has been hacked, it’s not a good feeling. So if you can’t guarantee that’ll make him sign back in then I need to know how to access my cloud service if I create a new account or what my other options would be for that\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Yes, resetting the password should require they sign back in. If you'd like to move to a new account, I would recommend cancelling your subscription, then make a new account, and I can help move the devices over. The service time will still be on the devices, but it would not renew further. Then next year, when the service time is set to run out, you may resubscribe if you would like. I would not do so before then or it would generally charge you immediately. \nCustomer: When you say the service time will still be on the devices you are referring to the cloud service I’ve purchased correct? Because I just bought a years worth not long ago so I’m not due to renew for probably another year. I just want to make sure I understand \nCustomer: So if I cancel my cloud subscription, when I create my new account, won’t I have to pay again? I thought I read somewhere that it isn’t transferable to different accounts \nHuman Agent: If you would like to test being signed out from a password change on your current account, you could leave your phone signed in and then on a computer change your password at user.zmodo.com. You'll generally be signed out nearly immediately, but in some cases it could take up to 4 hours. \n\nYes, you would have the cloud service on the devices still, it just would not renew next year so long as you cancel (and you would want to cancel since it is tied to this old account). The only thing you would lose from that is that you would not be able to move it around between devices in your app anymore and it would be stuck on those specific cameras. \nHuman Agent: You would not need to pay again until next year so long as you do not unassign the service in the app before moving to the new account. Though even there you could readd them to the old account temporarily to move things around if you need. \nCustomer: Okay, I think to be safe, creating a new account is the best option. Like I said, I’ve already changed it a few times already and can’t guarantee he doesn’t still have access (without directly asking him, and I’m trying to avoid that). Okay, I think I understand now. That you for clarifying. So as long as my cloud service has 2 cameras assigned BEFORE I cancel then I can still add that service to my new account, I just will not be able to reassign the cloud service to any other cameras within the new account. That is fine, I can do that. I just need to make sure I currently have the cloud service assigned because I think I may have unlinked my cameras last night \nHuman Agent: Yes, essentially that but the cut off would be before removing them from the account rather than before you cancel. Currently your service time is applied. Once you have created the new account, let me know and I can get them moved over for you. \nCustomer: I actually already started the process of creating a new account last night. What is the easiest way to get the cameras on there? Should I just do the thing where I scan the QR code?\nCustomer: The new account is with my email hannahpayj@gmail.com\nHuman Agent: Okay, I can just move the devices over for  you immediately. Would you like them to have the same names?\nCustomer: Yes, please that is fine the same names. I originally had five or six cameras on there, but I deleted all of the ones that weren’t linked to the cloud service so currently I believe I only have two active cameras on this account. And that’s fine. I don’t mind manually re-adding the others back to the new account.\nHuman Agent: Okay, for the others, if you have not also reset them you should be able to plug them in, they'll reconnect to the wifi, then you can add them in the new account by hitting the plus in the top right of the home page and then the Tap here to add it button at the bottom. You will need to be on the same wifi as the camera on your phone for that to work. I'll go ahead and add these two subscribed devices now. One moment. \nCustomer: Okay, no problem\nCustomer: Now, because I wasn’t sure if he was still able to see the two cameras that were on my cloud service, I did reset those last night. They’re still plugged in, and they have been flashing green, because I haven’t gotten the opportunity to reconnect them to my Wi-Fi. Will that be a problem for you to transfer them? Because I can try to reconnect them real quick\nHuman Agent: Okay, I have moved them over. In that case you will need to go through setup with them still when you get time. The Living Room camera can use either the QR or Zink setups while the Dining Room camera can use only the Zink setup. That said though, if you connect a QR code camera near the others, it may be able to just automatically pull them online. It will prompt you to name them again when you set them up, but since these two are already named and on your account, you may skip that by quitting the setup at that point if you would like. \nCustomer: Okay, perfect. So does that mean that I currently have no cameras linked to this current account?\nHuman Agent: Correct. \nCustomer: Okay, excellent. I think I’m all set then\nCustomer: I appreciate your help, I should be able to get the others set up in a bit!\nHuman Agent: Okay, feel free to reach out if you would have any other questions or need any help with setup later. \nCustomer: Thank you so much \nHuman Agent: No problem, have a good day!"]
["Customer: I have unfortunately created two accounts one under my email address rt@thd1.net and under my phone number 513.519.9344.\nCustomer: Is there a simple way to combine the two?\nCustomer: Set up\nCustomer: Agent \nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie, if youa re logged into the wrong account you can log out in the Me section and try to log back into the correct account instead. \nCustomer: I have unfortunately created two accounts one under my email address rt@thd1.net and under my phone number 513.519.9344\nHuman Agent: customers can have multiple accounts thats no problem, if its an account you dont wish to use as logn as there are no devices tied to it all you would have to do is log out of one account and then log into the account you want instead. \nCustomer: Hello\nCustomer: I have cameras in both accounts \nCustomer: Trying see if there’s a way to move all cameras to one account Easily\nCustomer: Agent\nHuman Agent: Okay, if thats the case then you can delete the cameras on one account and move them to another easily with what's called the LAN, you would first log into the account and delete each camera, then log out of that account and into the one you want to move them over to, you would click the Plus the text at the bottom that says add a solid blue device and that will show all the cameras currently on the network that are not on an account and allow you to re add them.  You would need to make sure the phone or moble device is on the same entwork to add via the LAN option. \nCustomer: Ty\nHuman Agent: No problem, is there anything else I can assist you with today?"]
["Customer: My living room camera shows on the phone and is working, I cant seem to reload the other 3 cameras`\nCustomer: those 3 cameras are not shown, so I can't see these cameras on my phone, only the living room camera is working\nHuman Agent: Hello, you've reached customer care. My name is Grant. I only see one camera on the account you are contacting us from. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Give me a moment to disconnect the living room camera\nCustomer: ZMD12LGBC207270\nHuman Agent: That camera is already on your account.\nHuman Agent: Could I have the Device ID for one of the cameras that you are having trouble with?\nCustomer: gRANT, THESE CAMERAS WERE ALL WOKING A FEW DAYS AGO, NOW THE INFO ON MY PHONE SHOWS ONLY THE LIVING ROOM CAMERA, SOMEHOW THE OTHER 3 OUTDOOR CAMERAS ARE NO LONGER RESPONDING AND ARELOST ON MY PHONE\nHuman Agent: I understand. With the Device IDs from the cameras that you cannot see, I can look them up in our system to see what needs to be done. Each camera has a unique Device ID that will let me look them up in our system.\nHuman Agent: If they were working until a few days ago, then you probably just have them setup on a different account. With the Device ID, I can look up the devices.\nCustomer: THANK YOU\nHuman Agent: Could I have the Device ID from one of the cameras that you are having trouble with?\nCustomer: THEY ARE ALL MOUNTED ON THE HOUSE WALL. IS THERE ANOTHER WAY, OR PERHAPS I CAN GET ALADDER TO TAKE ONE DOWN\nHuman Agent: Is there another email address or a phone number that you may have used for your account?\nCustomer: joewickerhoff1937@gmail.com     8432903493\nHuman Agent: That email address is the current account you are contacting us from and there is no account with that phone number.\nCustomer: I DID CHANGE THE PASSWORD 2 DAYS AGO TRYING TO GET THE CAMERAS TO WORK\nHuman Agent: This account was created on 2/1/2025. So you either used a different account or deleted the account and then created the account again.\nHuman Agent: With the Device ID from the camera, I can look up the device.\nCustomer: THE OTHER PHONE (CELL) IS 8433010458, HOME LANDLINE IS 8437816311\nHuman Agent: There is not an account with that phone number either. \nCustomer: SO THAN THE LIVING ROOM PHONE WILL NOT HELP, WHICH WAS PURCHASED AT THE SAME TIME AS THE OTHER 3. I GUESS I HAVE TO USE A LADDER TO REMOVE ONE OF THE CAMERAS? AT 88 YEARS YOUNG I THINK I CAN DO IT\nCustomer: MEANT TO SAY CAMERA\nHuman Agent: Each camera has a unique Device ID. So the Device ID from the camera that you have working on your account will not help me find the other cameras that are not on your account.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nHuman Agent: You can try to do a LAN Search in your app to see if it will show you the Device ID.\nCustomer: OK THEN, GIVE ME A FEW MINUTES AND I WILL TAKE THE BACK YARD CAMERA DOWN\nCustomer: WHEN I TAP ON THE PLUS SIGN WHAT SHOWS ARE1 QR CODE 2 ZINK 3SMART HOME 4 LEGACY\nHuman Agent: What do you see at the bottom of the screen beneath Legacy?\nCustomer: WIRED CAMERA OR WIFI CAMERA ALREADY SOLID? SOLID BLUE?    TAP HERE TO ADD IT\nHuman Agent: Alright, good, so it is there. Then you will tap on that and continue following the instructions for the LAN Search.\nCustomer: IVE DONE THIS SO HANG ON WHILE I DO IT\nCustomer: NO EXISTING DEVICES FOUND ON THE LAN\nHuman Agent: Then you would need to get the Device ID from the camera.\nCustomer: OK WILL DO, GIVE ME A FEW MINUTES"]
["Customer: Hello\nCustomer: I need help unlinking an account\nCustomer: agent\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Hello\nCustomer: Hello\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Yes \nCustomer: I contacted earlier and I was supposed to get an email because I already gave the barcode information and they said if the original owner does not unlink the account within a month they will reset the device, but I never got that confirmation email\nHuman Agent: The initial email would not be sent to you. The Unbind Request email is sent to the account that the camera is setup on. If we get a response approving the Unbind Request or do not get a response after 30 days, then we would unbind the camera and notify you by email.\nCustomer: Gotcha, thanks!\nHuman Agent: You're welcome."]
["Customer: The lady I bought these cameras from hasn’t deleted them from her account she claims she hasn’t had the account in years. So how can I connect my cameras to my stuff ? \nCustomer: How do I factory reset? I have tried using the reset button but it still does not let me connect \nCustomer: They are all connected to my WiFi but cannot add them due to them being linked to another account\nCustomer: How do I factory reset them.\nCustomer: I have done that 4 times and it is still telling me they need to be deleted from the previous account.\nCustomer: It is not my account. I BOUGHT them from someone. I have never had an account for these cameras . That is why I’m messaging you. The lady I bought them from never deleted the cameras from her account. And has no idea how to get into the account for me to be able to use them. So how do we deleted cameras from someone’s account\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What are the IDs of the cameras you are trying to access?"]
["Customer: Set up\nCustomer: How can you make the cameras look like the internet is down for 2 days now, they don't look at each other?\nCustomer: But how do I deactivate them on my phone? There is no option.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. There's no way from the app to shut down the cameras, you would have to manually unplug the cameras from the outlet. If the cameras were online for the past 2 days there is no way in or out of the app to make it look as if they were offline."]
["Customer: Gallery\nCustomer: Can't access my gallery videos \nHuman Agent: Hi my name is Wendy.  Any videos that you save will be saved to your phone's photos instead of the gallery\nCustomer: I can't see my gallery videos. They won't play \nHuman Agent: A few years ago you would have needed to go to the gallery on the app to download and save the videos to your phone's storage but now the clips should be saved directly to your phone's photos.\nCustomer: What if there is no sound to the videos...can that be retrieved \nHuman Agent: Does the speaker icon have an x? \nCustomer: I'll have to check...is there other things to look for\nHuman Agent: no, most likely you need to turn the sound on\nCustomer: It's very important to have that sound\nHuman Agent: okay please check if the sound icon has an x. if it does tap on the speaker icon to enable sound\nCustomer: Are there professional people that can retrieve that sound...if no sound is playing while video is working\nHuman Agent: Did you see if the speaker was off?  or is it turned on when you are playing the video?   \nHuman Agent: We do not store any additional footage on our end.  What you see on the app is what is available.\nCustomer: Ok...I appreciate the help. \nHuman Agent: You're welcome"]
["Customer: I’m having trouble connecting my old camera back to a new account I forgot my old account that the cameras are already on my WiFi now won’t let me reconnect them on a new account \nCustomer: How do I reset \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of one of the cameras on the other account and how many cameras do you have on that account? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Hello I’m looking for my id number \nCustomer: Hello Dillon \nCustomer: I need help\nHuman Agent: Alright, are you not seeing it on the device or it's bracket at all?\nCustomer: I have the Id \nCustomer: I’m setting up four cameras \nHuman Agent: Okay, what is the ID?\nCustomer: ZMD33E9E8252304\nHuman Agent: Thanks. This seems to be bound to a phone number ending in 491, is that familiar to you at all?\nCustomer: ZMD33E9E8252300\nCustomer: Yes that was me a long time ago but I no longer have that number \nHuman Agent: Okay, there is also an associated email starting with an which is at gmail.com, is that something you would have access to?\nCustomer: Yes I do \nHuman Agent: Okay, I'll send a request to the email to request permission to unbind them so we may move them to your new account. The email will have up to 30 days to reply. If it replies and approves the unbind or does not reply in 30 days, the devices will be unbound. If they reply and deny the request, we would only potentially be able to do anything further with the original invoice. Based on what you said though, I should be able to send this, you can reply now, and then I can help move them to your new account. One moment. \nHuman Agent: Okay, the request has been sent. Please respond to the email noting you approve to continue. \nCustomer: Okay I will do thank you \nHuman Agent: No problem, once you have, please let me know so I can then assist with moving them to your new account."]
["Customer: Set up\nCustomer: Says my cameras are attached to another account but I don’t have access to other account \nCustomer: 1\nCustomer: How can I contact \nHuman Agent: Hello, you've reached customer care, my name is Kylie.  Can you send me the cameras ID numbers and the Model? the ID will start with ZMD.\nCustomer: Zmd16ffi7903344\nZmd16ffi7903331\nHuman Agent: we will be closing in 10 minutes, can I follow up with you via email if we cant resolve this by 6PM?\nCustomer: Yes that will work \nHuman Agent: Okay, I will try to chat until then, Are those all the camera IDs?\nCustomer: Yes they are \nHuman Agent: Okay, let me look these up now\nCustomer:  Okay sounds good \nHuman Agent: It looks like those two cameras are bound to an account created with an email, I cant give you the whole email but it is \tKat********@gmail.com do you have access to that email.\nCustomer: No I do not \nHuman Agent: Okay, to remove those two cameras from the account we would have to go through the unbind process, this can be done in two ways, either with me sending an unbind request or if you have the original invoice from the purchase of the camera that can also be used for the unbind. Do you have the original purchase invoice?\nCustomer: No I don’t, they were given to me because they couldn’t get them figured out \nHuman Agent: Okay, I will send the unbind request for these two devices then, once they respond with approval or if after 30 days of no response I will be able to unbind them and will notify you via email. Is the email jaimedubose@yahoo.com the best for you?\nCustomer: Yes that email will work \nCustomer: And that’s sounds good \nHuman Agent: Okay perfect, I sent the unbind request now, just keep an eye on your email, sometimes our messages can go to spam. Have a good night"]
["Customer: If me and my girl friend shared Zmodo account from our home but we broke up wat do I need to do to change it where I can only see cameras\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If for any reason you and your girlfriend had acess to the same account (she was able to login to this account with the email/password) and you wanted to remove acess you would jsut change the password.\nHuman Agent: All other users are logged out when the password is changed, as long as you dont give the kicked out person the password and they do not have acess to the email itself (to reset it themselves) then you would be fine. \nHuman Agent: Personally, what I would recommend doing is having your girlfriend make their own account, then send a Share request to her for the cameras, once she accepts the share request she would be able to see the cameras but not be able to alter any of the cameras details and you can easily jsut cancel sharing from the main account at any time which cuts acess immediately and you dont have to change any of your account details. With a share request the access can be also be altered at any point to add/remove acess while shared and if for any reason she tried to delete, rename, or reset the cameras it would not be possible. That is only possible from the Main account the cameras are tied to, not from shared accounts.  \nHuman Agent: Let me know if you have any other questions."]
["Customer: hi, bought a Wi-Fi camera, wanted to connect it, it says that it is already connected to another account, and there is no connection with the previous owner, please help\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I cna look up the device and see what kind of account it is tied to, for this I will need the Model and ID number from the camera, this will be on a sticker on the bottom or back of the camera, the ID number will start with a ZMD, 14, or 15 number, with that I can look it up. \nCustomer: Zmobo Model:ZH-IXY1D\nFCC ID ZK8-BFS23NM\nHuman Agent: There should be another number, it may be on a different sticker that starts with ZMD, 14, or 15. \nHuman Agent: sometimes its on the Bracket instead of the camera directly. \nCustomer: I'd:ZMD11K145216578\nHuman Agent: Perfect, let me look up this device. \nCustomer: I will wait for your answer\nHuman Agent: it looks like this camera is tied to an account that was created with a phone number, To unbind it I would need to send an unbind request to the phone number, if they respond and agree top the unbind then I can unbind it after that, if they do not respond after 30 days I will also be able to unbind the device. If they do not accept the unbind then I will also notify you of that as well. What email is the best for me to reach you and keep in touch for this unbind process?\nCustomer: qwertyist63@gmail.com\nHuman Agent: Okay, I will type up a message to you now and let you know when I send it so you can make sure its received on your end, one moment. \nCustomer: Okey\nHuman Agent: I sent the email now, let me know in the chat here if you receive it. \nCustomer: received\nHuman Agent: Fantastic, Is there any other questions or anything else I can help you with today?\nCustomer: no, that's all, thank you very much for your help\nHuman Agent: Thank you as well. Have a lovely day"]
["Customer: Can't even create a account . Already regret buying this brand \nCustomer: I can't create a new account. Brand new account \nCustomer: Downloaded app and can't create new user account \nCustomer: Set up\nCustomer: I can't setup account password says need 6 characters . Still nothing\nCustomer: Example of 6 characters\nCustomer: What are characters\nHuman Agent: Hi my name is Wendy\nHuman Agent: If you are wanting to setup a new account the password needs to be between 8-15 letters/numbers long"]
["Customer: Set up\nCustomer: It keeps saying, linked to another account..THIS is the only account I have..\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  What is the ID on the camera?\nHuman Agent: The ID will be listed on a sticker on the camera, it will start with ZMD or GSG\nCustomer: It won't..it still saying linked to another account! This is ridiculous!😡\nHuman Agent: What is the ID on the camera?\nCustomer: Not seeing any ID\nHuman Agent: The ID will be listed on a sticker on the camera, it will start with ZMD or GSG\nCustomer: Model #  fcc #\nCustomer: That's all I see\nCustomer: ID:ZK8-BFS23NM\nHuman Agent: D/static_file/6cdfb7d633_1_20250205102211.png\nHuman Agent: It may look like this.  The ZMD ID is what I am looking for.\nCustomer: ZMD17A617520875\nCustomer: It's come off ,I can't see if this is right..\nHuman Agent: ZMD17A6I7520875 is connected to an----@gmail.com\nCustomer: It shouldn't be! Absolutely not!\nHuman Agent: If you have access to this other email you will want to login to the app with this other email in order to see the camera.\nCustomer: paristilton761@yahoo.com that's what it should be \nHuman Agent: If you do not have access to this other email please attach your receipt here.  With the receipt I should be able to unbind the camera so it can be setup to a different account.\nCustomer: What receipt?? \nHuman Agent: For purchasing the camera\nCustomer: I don't have access, idek whos that is\nHuman Agent: Is it just this 1 camera you need unbound?\nCustomer: Umm..I purchased this a few years ago  ,it came with 4 cameras. I don't have the receipt now\nHuman Agent: are you just needing this one camera unbound? or are there other cameras as well?\nCustomer: Yes\nCustomer: Just this one\nHuman Agent: Okay.  I will contact the previous account on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous account. If the request is denied then I would need the original invoice for anything further.\n\nI will follow up with you by email after the device/s have been unbound.\n\nCustomer: Ok..thanks!\nHuman Agent: You're welcome!"]
["Customer: Troubleshooting\nCustomer: I bought this at a garage sale and it says attached to, other\nCustomer: Can't hook up\nCustomer: Set up\nCustomer: Says it installed to other person\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Yes one moment \nCustomer: Zk8-bfs23nm\nCustomer: When I try to install it  sayshooked up to someone else\nHuman Agent: That is the FCC ID, not the Device ID. It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: K\nCustomer: Zmd17c817800021\nHuman Agent: Thank you. Is it just the one camera?\nCustomer: Yes\nCustomer: Bought it at a garage sale \nHuman Agent: As this camera is already bound to another account I can send an Unbind Request. I will contact the previous owner and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: Phubertjr1@yahoo.com\nCustomer: So u will let me know when he does that\nCustomer: Thanks\nHuman Agent: If we receive a response or do not receive a response after 30 days, then we will unbind the device and notify you."]
["Customer: Hi, I set up my Zmodo with my email and password, but when I went to my cameras, it said no device. What do I do?\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Can delete a device\nCustomer: Need customer support\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Hi Kylie. I tried several times to delete some devices from my account. I tried all the options the Chat gave me (Delete cache, delete app, restart samrtphone (android), update app) etc...\nCustomer: every time i select \"delete devie\" the app stops working. I need to force to close the app open it agian with deleting any devide. Every other feauture of the app works correctly.\nHuman Agent: Okay, I can help try and assist you, currently youa re contacting as a guest and I cannot see the account information to look it up. Can yous end me the cameras Model and ID number and the email you used top create your account.\nHuman Agent: With that I can look up the device to see if I am able to delete it for you. \nCustomer: EZ Cam \nCustomer: What about if I give you that info could you gey into teh camara?\nHuman Agent: We dont remote into peoples cameras or accounts at all here, We respect the privacy of our customers and have protections in place that prevent that. \nHuman Agent: I would have to have the cameras Model and ID numebr in order to look up the device and your email to assist you with any sort of reset process.\nCustomer: ok \nCustomer: saturdays are you available?\nCustomer: where can i find he ID number,\nCustomer: model is EZ cam white"]
["Customer: Set up\nCustomer: Camera says it is tied to another account. How can I reset it?\nCustomer: How do I speak to an agent ?\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD13AHD 9001122\nHuman Agent: Thank you. That camera is setup on another email address. Have you setup this camera before?\nHuman Agent: Or did you recently purchase or receive the camera used?\nCustomer: I don’t remember what email I used for the original set up.\nHuman Agent: The camera is on a @gmail.com email address and the first two characters are \"me\". Do you recoginize the email address?\nCustomer: Mam8395@gmail.com\nCustomer: I am locked out of it.\nHuman Agent: No, that is not the email address. As I mentioned, the first two characters are \"me\".\nHuman Agent: If you do not recognize the email address and do not have access to it, then we have a few options. First, is that the only camera that you have?\nCustomer: I meant melvin8395@gmail. That is the account I am locked out of. It’s asking for a reset phone number we don’t have anymore.\nCustomer: Melvin8385 - sorry\nCustomer: I have other camera’s at our other house and wanted to add this one\nHuman Agent: Okay, but that is the only camera that you have that is setup on another account? Then do you have the invoice or order information from the purchase of the camera?\nCustomer: No, I bought this camera probably in 2019 and just found it cleaning out a closet.\nHuman Agent: As this camera is already bound to another account I can contact the previous account and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: I have an account set up with 2 camera’s and wanted to add this one camera I found in the closet to my existing account. I set it up when I first bought it under melvin8385@gmail but that email is no longer being used. Anyway to reset the camera so I can add it to my existing account ?\nHuman Agent: Yes, did you receive my previous message about unbinding the camera? I will send it again in case it did not go through.\nHuman Agent: As this camera is already bound to another account I can contact the previous account and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: cmelvin71@icloud.com.  Ok so 30 days and it can be unbound. In the mean time, I will try and figure out how to get back into that email account to accept the email, for earlier unbound.\nHuman Agent: Thank you. I will get the Unbind Request email sent shortly. Do you have any questions?"]
["Customer: Saying my cameras are hooked to another account \nHuman Agent: Hi my name is Wendy.  Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: Zmd13ILE2262480\nZmd13ILE2362591\nZmd16LRI7206606\nZmd13ILE2262544\nHuman Agent: These devices are connected to a phone number account ending in ---130\nHuman Agent: You do not have access to this phone number?\nCustomer: Zmd13ILE2362591"]
["Customer: Set up\nCustomer: Wi-Fi name does not show up\nHuman Agent: Hi my name is Wendy.  Go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location if that is an option then go through setup again.\nCustomer: The lication setti.gs were already turned on\nHuman Agent: okay please go through setup again.  With the location enabled the app should list the 2.4GHz wifi name\nCustomer: Still no wifi networks show up. No option to type in a network name either, just refresh button at bottom that doesn't work\nHuman Agent: What is the device ID on the camera you are wanting to setup?  The ID will be on a sticker on the camera and will start with ZMD or GSG\nCustomer: Wifi is 2.4hz, visible, works fine on other devices\nHuman Agent: Okay.  What is the ID on the camera you are wanting to setup?\nCustomer: I don't see a device id, just says zmodo on the side\nHuman Agent: Please attach clear pictures of the stickers on the camera.\nCustomer: No stickers\nCustomer: D/static_file/f02e3ec042_1_20241111153159.jpg\nHuman Agent: It may be near the bottom of this type of camera.\nHuman Agent: D/static_file/441a296202_1_20241111153227.png\nCustomer: No stickers\nCustomer: I have 4 cameras\nCustomer: Ahj, found one\nHuman Agent: ok \nCustomer: D/static_file/c74a7c58da_1_20241111153354.jpg\nHuman Agent: ZMD14D9F8000849 uses Zink setup.  Is the indicator light blinking green?\nCustomer: Yes\nHuman Agent: are you logged into the app with your phone number ending in 276?\nCustomer: Nope\nHuman Agent: the camera is connected to your phone number account so you would want to log out of the app then login with your phone number.\nHuman Agent: ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nCustomer: I'm a new owner. I don't have that phone numbet\nHuman Agent: You could contact the previous owner and ask them to delete the cameras so you can set them up to your own account.\nCustomer: Ok\nHuman Agent: Otherwise I can contact the previous account on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous account. If the request is denied then I would need the original invoice for anything further.  Just let me know if you would like me to send out the unbind message for you\n\nCustomer: I just sent him a message asking him to delete the cameras from his account. Could take awhile. Thanks for now.\nHuman Agent: You're welcome"]
["Customer: Hola\nCustomer: No puedo configurar mis canaras\nCustomer: Mis cámaras están vinculadas a otra cuenta\nCustomer: No tengo acceso a la cuenta \nCustomer: Agente \nCustomer: Ok\nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD o GSG y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras.\nCustomer: ZMD13J8E6226336\nHuman Agent: Esa cámara está configurada en una cuenta @pipokarestaurant.com y las dos primeras letras son \"se\".\nCustomer: Si tengo 8 cámaras en la misma situación \nCustomer: Yo adquiri este equipo y deseo configurar nuevamente las camaras\nCustomer: D/static_file/86d7bfddb5_1_20250304171604.jpg\nHuman Agent: Bien, ¿podría darme los ID de dispositivo de las otras cámaras y del sistema NVR, si tiene uno?\nCustomer: D/static_file/c1044209ef_1_20250304171657.jpg\nCustomer: Si ya te lo mando\nHuman Agent: Me enviaste la ID del dispositivo para una cámara. Cada dispositivo tiene una ID de dispositivo única.\nCustomer: Tengo que mandarte todos los id de cada cámara y también del nvr?\nHuman Agent: Sí, para poder buscar los dispositivos y ver qué debemos hacer para que puedas conectarlos a tu cuenta.\nCustomer: Ok te voy enviando una por una\nCustomer: D/static_file/bdb4cd6c2f_1_20250304172047.jpg\nCustomer: Este es el nvr\nCustomer: NVR: 15FX58ZD000518V\nCustomer: Camara 4: ZMD13GHE6000080\nCustomer: Camara 6: ZMD13GHE6000074\nCustomer: Camara 5: ZMD13GHE6000236\nCustomer: Camara 7: ZMD13J8E6226723\nCustomer: Camara 8: ZMD13GHE6000235 (NO LA HE PODIDO CONECTAR)\nCustomer: Camara 3: ZMD13J8E6224621\nCustomer: Camara 1 : ZMD13J8E6225676\nCamara 2: ZMD13J8E6226336\nCustomer: Listo esas son todas las camaras\nCustomer: Me avisas\nHuman Agent: Gracias. ¿Tiene la factura o los detalles del pedido de la compra del NVR y las cámaras?\nCustomer: No porque las compre usadas y no me emitieron factura. Esta compra se iso de manera global ya que estoy alquilando el local comercial con todos sus equipos viejos\nCustomer: Este local es un restaurante y se va a reinagurar nuevamente. Te puedo enviar el contrato de arrendamiento \nHuman Agent: Como estas cámaras y NVR ya están vinculados a otra cuenta, puedo comunicarme con la cuenta anterior y solicitar que eliminen las cámaras y el NVR de su cuenta; sin embargo, debo esperar 30 días para recibir una respuesta. Cuando reciba una respuesta o al final de los 30 días si no recibimos respuesta, desvincularé los dispositivos y me comunicaré con usted. ¿Cuál es el mejor correo electrónico para comunicarme con usted?\nCustomer: La empresa anterior se fue a bancarrota y no se encuentran en el país.\n\nTe enviare mi correo para que después de ese plazo me puedas vincular las cámaras. \nMuchas gracias \n\nPc.oscar2@gmail.com \nHuman Agent: Gracias. ¿Tiene alguna pregunta sobre el proceso de solicitud de desvinculación?\nCustomer: Si\nCustomer: Debo esperar tu correo con la información sobre lo desvinculación de la cuenta anterior?\n\nDebo tener algún número de requerimiento?\nHuman Agent: Cuando recibamos una respuesta a la solicitud o si no recibimos una respuesta después de 30 días, desvincularemos los dispositivos y nos comunicaremos con usted.\nCustomer: Perfecto muchas gracias \nHuman Agent: De nada. Quiero informarles que el soporte del chat en vivo se cerrará en breve. ¿Tiene alguna otra pregunta?"]
["Customer: Set up\nCustomer: I already did. But I no longer have the phone and I don’t remember the account nr. And the password. I have 2 cameras on solid blue. I need to set up to another account and password. \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the solid blue camera? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \nCustomer: ZMD1408DA206128 and ZMD1408DA206351\nCustomer: My new account is: 11864388\nHuman Agent: These IDs don't seem to be valid. Was there possibly a typo? If not, do you know the email or phone number the old account is under? \nCustomer: My email is :david_benitez@prodigy.net.mx and my password is : cem8015ncz\nCustomer: ZP-IBH15-W\nHuman Agent: I would recommend not giving out your password and changing it since you just sent it. I'm asking about the old email or phone number you said these two cameras are tied to though. Otherwise you could send pictures of the IDs as the IDs provided were not valid. \nCustomer: These cameras has at least 5 years okd\nCustomer: I don’t remember the old email, and also  I don’t remember the password.\nHuman Agent: Okay, please send pictures of the IDs then as the IDs that were provided were not valid. \nCustomer: D/static_file/c241812e37_1_20241023133343.jpeg\nCustomer: D/static_file/773c9cfb55_1_20241023133424.jpeg\nHuman Agent: Thank you. These seem to be on an email starting with da which is at gmail.com. Is that familiar? If you do not have access to that email, do you have the invoice from the purchase of the devices? \nCustomer: Yes : the old I mail is : david.benitez.mdr@gmai.com and probably the old account nr. Is :20469458\nCustomer: I don’t have the invoice any more.\nCustomer: david_benitez.mdr@gmail.com\nCustomer: D/static_file/30a1bcd6ac_1_20241023134114.png\nHuman Agent: Okay, if you do not have access to the account and do not have the invoice, our best option would be an unbind request. I will contact the original account email and request permission to unbind the devices. They will have 30 days to reply. If they reply and approve of the unbind or do not reply in 30 days, the devices will be unbound for you to then set them up on your own account. If they reply and deny the request, I would not be able to proceed. In either case I can follow up with you via email once the process has finished. Is david_benitez@prodigy.net.mx good to reach you on once the process has finished? \nCustomer: I am the user of the two email numbers. And I give the permission to change those cameras to my new email nr.\nHuman Agent: You would need to reply to the email I sent to the original email. I cannot use permission given from an unrelated account to unbind things on a different account. \nCustomer: Ok. Thank you very much for your help.!!!\nHuman Agent: No problem, is there anything else I can assist you with? \nCustomer: No, tank you\nHuman Agent: Have a good day!"]
["Customer: Once you open up the app, you’re in the home screen how do you make the pictures larger in the beginning?\nCustomer: How do you make the Picture larger if you’re not live\nCustomer: How do you make the picture larger if you if you’re on the home screen and you’re not in the live position\nHuman Agent: Hello, you've reached customer care, my name is Kylie. when you are viewing the smaller picture you can double tap to enlarge the view to individual camera view."]
["Customer: I have a non-profit client that lost access to their system password.  I talked to support before Thanksgiving and I was told if I could get a model and serial number you might be able to get me access.  The client is located in Amarillo, Texas at 932 Clyde St. and their phone number is 806-355-3311. I was asked to help them get their system back up and running and if I can't get into it, I can only replace it.  The NVR is Model ZP-ND12 and the number is ZMD13CHE5001530.\nCustomer: agent\nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. When you say system password, are you referring to the account password to log in via the phone app? \nHuman Agent: Or otherwise do you mean the system password to log into the NVR directly via a monitor and mouse?\nCustomer: To login to the NVR.\nCustomer: Also to login to watch via a phone.\nHuman Agent: To log in via the NVR directly, the default password is 111111 and you may reset that password using the pinhole reset on the back of the system. Though you'll first want to unplug the ethernet cable from the router before doing the reset so it does not reset any cameras that are online as well. \n\nFor phone access, the system is currently on an email based account starting with pm which is at phonemedicofamarillotx.com, do they still have access to that email?\nCustomer: I also have a sample model and number for a camera as well.  It is ZP-IBH15-W and the number is ZMD13D8DA000812.\nHuman Agent: Okay. \nHuman Agent: That camera is on the same account mentioned above. \nCustomer: If a camera has been reset, can you get it back?\nHuman Agent: A camera that is reset would lose it's saved wifi information, but would remain on the same account. So it would just need to be set back up again, but if you do not have access to the account, you would not be able to view it while it's on that account. Did you see my earlier question? I said \"For phone access, the system is currently on an email based account starting with pm which is at phonemedicofamarillotx.com, do they still have access to that email?\"\nCustomer: I don't think they have access to that email anymore.\nHuman Agent: Okay, do you know if they have the invoices from the purchase of the devices? Often if purchased online you can log in and view past orders or may check past emails for order information. \nCustomer: I am checking.  They are going to start looking.  It was done by an old volunteer a long time back. \nCustomer: If I can get ahold of the person who has that email can we change it?\nHuman Agent: Okay, if that is not possible, I can also send an unbind request where they would have 30 days to reply. If they reply and approve of the unbind request or do not reply in 30 days, the devices would be unbound. If they reply and deny the request, I would need the invoice to see what is otherwise possible. To send this though I'll need a better idea of what devices you're trying to remove. You gave an ID for an NVR and a camera, are there any other devices you're wishing to have unbound?\n\nIf the person who has that email can log in they can delete the devices from the account or if an unbind request is sent, then they could reply to approve it. \nCustomer: Do you send the email to unbind? Is the email pmoa@phonemedicofamarillo.com?\nCustomer: Sorry i sent the last question before I saw the response.\nCustomer: I would need all the devices unbound.\nCustomer: Please send the email.\nHuman Agent: I would send the email, yes. I'll send it for all devices. No, that email is not correct, though as you got the user portion correct and I was able to tell you the domain already, it is pmoa@phonemedicofamarillotx.com. One moment as I send that. \nHuman Agent: It has now been sent. They will have 30 days to reply. What is a good email to reach you on to follow up once the process has finished?\nCustomer: gene@askts.com\nHuman Agent: Okay, whether due to a reply or it timing out in 30 days from no reply, I will follow back up with you once the process has finished to let you know the result via that email. Is there anything else I can assist you with for now? \nCustomer: If I get the receipts before then do I have to start over with a new chat?\nHuman Agent: They've actually just replied and approved so I will be removing them now. One moment and I'll let you know once that is done. \nHuman Agent: Alright, they have all been unbound now and may be freely set up on a new account. Did you need assistance with set up?\nCustomer: Yes please.  \nHuman Agent: Okay, there is no account under gene@askts.com, do you already have an account created that you want to put the devices onto?\nCustomer: No but I will create one if that works.\nHuman Agent: Sure, let me know once you have created the account in the app. \nCustomer: OK\nHuman Agent: Okay, is the NVR plugged into the router currently via ethernet? It is showing as offline on our end. I can add it to your account though, what would you like it to be named on the account?\nCustomer: Elks Lodge 923\nCustomer: I am sorry I have been working remotely and will go back to make sure it is connected.\nHuman Agent: Okay. The cameras themselves the majority are offline and will need to be set up, but I can add the few that are online. You may rename them from the app once you see which they are. One moment. \nHuman Agent: Okay, the 3 cameras that were online have been added. If you open the app and go to the home page, you should see them listed there. They may have been added set to central time as that is the our time zone so it sets them to that automatically when I add things, though it's possible the NVR may keep control of the time in this case. If you do not see them on your home page, please pull down to refresh. \nHuman Agent: Beyond that, are you familiar with setting up the cameras once you are at the location or would you like more information on that?\nCustomer: I see them.  I am not familiar with setting them up and would appreciate the help!\nHuman Agent: Sure, let me look through and see if they'll all set up in the same way or if there are differences. One moment please. \nHuman Agent: Okay, it looks like all but one camera that were on the old account are wifi cameras that use the QR code setup while the other was a wired camera. The wired camera I will add to your account now and once the NVR or repeater it is plugged into is plugged in and connected to the router via ethernet, it should come on automatically. For the QR cameras, I can send information on how to do that along with how to do a few other small things like changing names for the devices on there already and setting time. Would you prefer I send that here or via email since you're not there right now? \nCustomer: An email would be the best.  I am very grateful for all your help!\nHuman Agent: No problem, one moment. I'll let you know once I've sent it so you may double check to make sure you receive it. \nCustomer: Can you also tell me how to add another email?\nHuman Agent: If you mean sharing to another account, sure, I'll add a section to the email about that. If not that, please elaborate on what you mean. \nCustomer: I want to add someone else to be able to view from the app on their phone.\nHuman Agent: Sure, they can always log in using your same account if you want them to have full access, but otherwise you may also share to other accounts. I'll add the instructions for that to the email. \nCustomer: Perfect!\nHuman Agent: Alright, just sent it now, sorry about the wait on that. Are you able to check to make sure you got the email?\nCustomer: Got it. Thanks!\nHuman Agent: Wonderful. If you need any other help later, you may always reply to the email and it will go directly to me. Is there anything else I can help you with for now?\nCustomer: I am good for now and am headed to the site to try and get the rest up and running.  Have a good weekend.\nHuman Agent: Okay, we'll be in the office for about 1.5 more hours today so if you need more help in that window, you can always request another agent via chat as well. Have a good weekend as well!"]
["Customer: I can't set up my camera.Cause it says it already has an account\nCustomer: My son purchased it for me\nCustomer: I need the account remove.That's on it because it's not mine.Or his\nCustomer: So what do I do call\nCustomer: Hello you there\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMG19PLIG464463\nHuman Agent: There is not a camera with that Device ID. Can you try sending it again or send a picture of the Device ID?\nCustomer: ZMD18FLIG504483\nCustomer: Sorry the second once the right one\nHuman Agent: That camera is setup on a @gmail.com email address and the first two characters are \"au\". Do you recognize the email address that the camera is setup on?\nCustomer: No I do not.My son bought it and I haven't been able to hook it up since\nCustomer: So you'll set him a camera\nCustomer: With an account on it\nHuman Agent: Alright, we have a few options to remove the camera from the account. First, do you have the invoice or order information from the purchase of the camera?\nCustomer: No, I'm sorry I don't.It's been a couple of years\nCustomer: I didn't give you his name\nCustomer: I can\nHuman Agent: As this camera is already bound to another account I can contact the previous account and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: Can you not send me a new one?And I'll send that one back because it shouldn't be bound to an account if you're going to say\nHuman Agent: No, I cannot send you a new camera. The camera may be setup on your son's email address or it may have been purchased used. So we would have to unbind it from the account it is setup on."]
["Customer: I can’t access my cameras app e en though I already reinstalled \nCustomer: It won’t let me log I. It keeps saying “no authentication \nCustomer: Agent\nCustomer: Agent\nCustomer: Troubleshooting\nHuman Agent: If it says Authentication Failed when you try to log in, that means that the password does not match. You can tap on Forgot Password to reset the password to the account."]
["Customer: How to change password?\nCustomer: -1\nCustomer: Speak with an agent\nCustomer: Hello!  I’ve changed the password on my app, but someone else still has connection to my cameras through the app using my old password.  How can I update this?\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How long ago did you change the password? \n\nCustomer: Hi!  Are you there?\nHuman Agent: Yes I am here. \nCustomer: Ok, awesome!  Just checking.  Please take your time, no rush.\nHuman Agent: How long ago did you change the password?  Sometimes I can take a bit for the app on their end to refresh. If you need them to not have access right away, the best thing would be to change the account the main issue is the account subscription is tied to account itself. \nHuman Agent: So you would need to cancel. The cameras would keep the remaining service time then once the time is up you can then subscribe with the new account. \nCustomer: I see.  I changed the password a bit over 24 hours ago.\nCustomer: Another app I had had a button I could click to log out everyone.  Does Zmodo have a way to do that?\nHuman Agent: That should be enough time. Has the person confirmed they still have access and are they not okay signing out. No we currently do not but it is a feature we have requested from our development team \nCustomer: Everyone else still has access…\nHuman Agent: I can report the issue, but I will likely not hear back until tomorrow. Do you want to swap accounts? \nCustomer: No, I’d rather not because that sounds like a lot of extra time & money for something that I was hoping would be simple.\nHuman Agent: Okay let me report the issue to see if it can be forced on the back in. \nCustomer: Thank you, I appreciate that :)\nCustomer: I’m here, as long as you were able to report the issue, then everything is good.  Have an awesome day!  Jesus loves you!"]
["Customer: How can I hear the sound on my cameras\n\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The cameras currently on your account do not support audio. \nCustomer: It’s grayed out so does that means we can’t hear nothing?\nHuman Agent: Yes, The cameras currently on your account do not support audio. \nCustomer: Ok thanks\nHuman Agent: My pleasure, is there anything else I can assist you with today?"]
["Customer: Set up\nCustomer: I have cameras from an old account but want to use them again. How do I set them up?\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD13C7DA001122\nCustomer: Second unit is ZMD13C4DA000838\nHuman Agent: Thank you. Both of those cameras are bound to a @msn.com email address and the first two characters are \"wo\". Do you recognize the email address that the cameras are setup on? If you do, then do you have access to the email address or the Zmodo account?\nCustomer: Yes, that’s my old email. worsleyinspections@msn.com\nHuman Agent: Alright, then if you have access to the email address or the Zmodo account, you can log in to the account and delete the devices from that account so that you can set them up on a new account.\nCustomer: I can’t remember the password for that account. That’s why I’m trying to set up a new account. \nHuman Agent: Do you have access to the email address to reset the password?\nCustomer: Yes\nHuman Agent: Okay, then you can tap on Forgot Password on the login screen and enter the worsleyinspections@msn.com email address. You will receive an email to that email address with a 6-digit verification code. You will enter that verification code and a new password to reset the password."]
["Customer: Agente \nCustomer: Agente \nCustomer: Mi camara nose quiere conectar porque dice que el dispositivo está en otra cuenta \nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. Necesitaré el número de identificación de la cámara para ver a qué tipo de cuenta está vinculada. Este número estará en la etiqueta de la cámara y comenzará con ZMD.\n\nCustomer: Quiero vincular mi camara \nHuman Agent: Necesitaré el número de identificación de la cámara para ver a qué tipo de cuenta está vinculada. Este número estará en la etiqueta de la cámara y comenzará con ZMD."]
["Customer: Troubleshooting\nCustomer: My device says it is already connected to an account. I am trying to change to a new router thank you very much.\nCustomer: I canceled my old account in an attempt to make this work, and now it still is telling me that the camera is connected to another account even though it does not exist anymore\nCustomer: -1\nCustomer: Please give me a contact phone number so that I can get this accomplished. I’m at my wits end thank you.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device to find what account it is bound to, can you send me all the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid. \nCustomer: Zh-izv2d-w. Zmd121s15232372\nHuman Agent: That camera is still bound to an account that was created with a phone number, I cant give you the full phone number, but it ends with 04, do you have the ability to log into that account at all?\nCustomer: The phone number is 603-520-8404 and my name is Richard LeBlanc LEBLANC please just disconnect the whole damn thing and I’ll rebuild it from scratch thank you\nHuman Agent: If you do not have the ability to log into that account yourself then to remove the camera from the account we would have to go through the unbind process, That can be done in 1 of 2 ways. 1st is you can send me the original invoice/receipt from the purchase of the camera, I would match it to the camera then can process the unbind. Or option 2 is where I would send an unbind request to the phone number, then after a response of approval or after 30 days of no response I would be able to unbind the device at that time.  Do you have the invoice at all?\nCustomer: I’ve had this camera for many many years and I don’t have a receipt but you can send me a message to this phone and I can answer it that way thank you and I hope that we can get this finished today. Thank you.\nHuman Agent: The unbind request has to go to the phone number that the account was created with which is the 603-520-8404 number I would not be able to send it to a separate phone number if that's what you are asking me to do unfortunately. I will now send the unbind request to the 603-520-8404 phone number and begin the unbind process, one moment.\nCustomer: That is the number I’m talking to you on now and if I don’t lose you when I go to check out the form you’re gonna send hopefully we can get this accomplished. Thank you very much Richard LeBlanc.\nHuman Agent: Is ent the unbidn request now\nHuman Agent: All you have to do is reply and give permission for the unbind in the text. \nHuman Agent: Let me know once you have responded to the unbind request text so I can check right away for the reply.\nCustomer: Yes\nHuman Agent: Did you reply?\nCustomer: Yes\nCustomer: I just replied to that SMS message again. Hopefully you got it. Thank you.\nHuman Agent: I got it now, thank you, I will unbind the camera, I can re add it for you to this email acocunt if you wish, what would you like for me to name this camera?\nCustomer: Are you still there? Thank you."]
["Customer: Agent\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?\n\nCustomer: I changed password but other users are still logged in with old password \nCustomer: How can this be fixed\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Okay sometimes it can take a bit of time to refresh and sign them out. If possible you can manually sign them out ask them to sign out. If you need them removed right away the only option is to move the cameras to a different account. \nCustomer: How do I move them to new account?\nHuman Agent: Do you have another phone or tablet we could set up the new account with? \nCustomer: Yes\nCustomer: If you could guide me it'd be appreciated \nHuman Agent: On the other device open the app and sign out if you are signed into an account. If you are not sign in tap on sign up to create a new account."]
["Customer: Set up\nCustomer: Can get into my account\nCustomer: What the customer  service number\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: My account for jamel.housen@hotmail\nCom\nCustomer: The password reset doesn't work\nCustomer: No email comes in\nCustomer: I have a new account now\nHuman Agent: Alright, can you check your Spam or Junk folder? Also make sure you are checking the inbox for that email and not the jh9185@gmail.com or another email. I can also send a test email from our support email and see if you can receive emails from that inbox.\nCustomer: Did that no email\nHuman Agent: I sent a test email to the jamel.housen@hotmail.com email address. Can you check the inbox and the Spam or Junk folder for that email from Zmodo Support? It is a different address than the password reset comes from, so we want to see if that email will come through.\nCustomer: Checking \nCustomer: No emails\nHuman Agent: Can you send an email to support@zmodo.com? I can see if we can receive your emails?\nCustomer: Still have not gotten  it\nCustomer: Are you able to just remove the camera \nCustomer: And add it to this new accouny\nHuman Agent: I would either need the invoice or order information from the purchase of the camera or we would have to send an Unbind Request email to the account the camera is bound to.\nCustomer: Try sending the  request email\nHuman Agent: Okay, that would be to the same email that you are not getting emails at.\nCustomer: It would\nHuman Agent: As theses cameras are already bound to another account I can send an Unbind Request. I will contact the previous account and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: Order date\n\nSep 23, 2019\n\nOrder #\n\n111-2368094-6768248\nCustomer: Jamel.housen@hotmail.com\nCustomer: Now you have the order information  too\nHuman Agent: I would need a screenshot of the invoice or of the order details showing the date, description, price, and seller of the unit.\nCustomer: Ok hold on\nHuman Agent: I also sent the Unbind Request email. So you may want to check your inbox again.\nCustomer: D/static_file/7c1feacfe7_1_20241002133705.jpg\nCustomer: I got the email\nCustomer: But I can't get into the account t\nHuman Agent: Okay, can you reply to that email?\nCustomer: Ok\nCustomer: Done\nHuman Agent: So, you are in a different email inbox. You replied to me from jamel.housen@outlook.com not from jamel.housen@hotmail.com. That might be why you were not seeing the other emails.\nCustomer: It all the same mailbox\nCustomer: No matter which.email\nCustomer: What the next step?\nHuman Agent: If you have them being forwarded, then it may be that it is not forwarding things that get sent to Spam or Junk. Which may be why you did not get the password reset emails or the first test email that I sent. I have unbound the devices so that you can set them up on another account.\nCustomer: No that not it\nCustomer: I engineering  email servers for 25 years now\nCustomer: It has not come in\nHuman Agent: Okay, it does not matter why the email did not go through. As I stated in my previous email, I have unbound the devices and you can now set them up on another account.\nCustomer: Great\nCustomer: Ok let me give it a shot"]
["Customer: Only 2 of 6 camera pair with my phone \nCustomer: Can I speak to someone live \nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are these new cameras or previously used ones?\nCustomer: Don’t have access to account\nHuman Agent: Okay, can you send me the cameras Model and ID number so I can see what kind of account they are bound to?\nCustomer: ZP-IBH23-W\nHuman Agent: And the ID numebr?\nCustomer: ZK8-BFS23NM\nHuman Agent: That is not the ID number, the ID will start with ZMD\nCustomer: ZP – IBH15 – W\nCustomer: ZMD14EHDA240370\nCustomer: ZP – IBH23 – W\nCustomer: ZMD16F4 E7204653\nHuman Agent: ZMD14EHDA240370 camera is not bound to any account currently. \nHuman Agent: I was not able to find the camera ZMD16F4E7204653, are you able to double check that cameras ID number for me? you can send a picture of the ID sticker if needed."]
["Customer: Troubleshooting\nCustomer: Hello, I have an issue with my system. I upgraded the app on my phone. After that, none of my cameras were active on the account. It says when I try to connect the cameras to the app again it says the cameras are connected to another account. I don’t remember the password so I created a new one. Do I get my cameras with them onto my new account?\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: I will have to climb a ladder to take the cameras down to look at the stickers. What is the process? I need to do to take them off the old system to put them on the new app?\nCustomer: My name is Raul👨‍👧\nHuman Agent: With the device ID on the camera I can check what email/phone they are connected to.  then you will know what email/phone you should be logging into the app with\nHuman Agent: Hi Raul \nCustomer: By the time I get home and I am able to do these things the support our operation closed, according to the memo\nHuman Agent: You can email me -support@zmodo.com  I work M-F  I will check your message and send you a reply when I am in the office."]
["Customer: Agent\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: I am unable to connect My cameras \nCustomer: They were given to me as a gift but when I try to connect says linked to another account \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: The owner unlinked the cameras already and contacted support early last year\nCustomer: D/static_file/75154ca7ef_1_20250102140646.jpg\nCustomer: D/static_file/4a3b8b4f4f_1_20250102140754.jpg\nCustomer: D/static_file/564772b146_1_20250102140924.jpg\nHuman Agent: The third picture is blurry and I cannot read it.\nHuman Agent: Could you send another picture or type out the ID?\nCustomer: Yes \nCustomer: D/static_file/96ab85c554_1_20250102141618.jpg\nCustomer: Please work with first two cameras I Will make sure to take a picture with a better quality\nHuman Agent: That picture is still blurry.\nCustomer: Please work with the first and second cameras\nHuman Agent: I will have to send an Unbind Request email to the account. So I would just need the ID for the third camera before I send the Unbind Request.\nHuman Agent: As these cameras are already bound to another account I can contact the previous account and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: If you allow me a couple of mina while I look to another device \nHuman Agent: Yes, you can try top take another picture. You can also type out the letters and numbers of the Device ID.\nCustomer: The owner unlinked the cameras already she contacted support \nHuman Agent: The cameras you gave the Device ID for are currently connected to an account. There is no record of contact from the account that they are setup on.\nCustomer: Support team from zmode told us that cameras were good ro be used in a new account they confirmed that early the last year \nHuman Agent: The cameras are bound to an account and there has not been an unbind request for those cameras. You may have set them up just using a different email address.\nCustomer: I don't know if you have access to see previous chats\nCustomer: Early last year was confirmed\nCustomer: From support team\nHuman Agent: They gave you the setup instructions. But there was not an Unbind Request sent for the cameras. The cameras have also been on that same account since before that chat.\nCustomer: Under ernestoruiz2012@gmail.com?\nCustomer: Or \nCustomer: massielbarrera@gmail\nHuman Agent: The cameras are on a @hotmail.com email address and the first two characters are \"em\"."]
["Customer: Set up\nCustomer: Hi\nCustomer: I’m trying to install the funlux on my new phone , but I cant\nCustomer: My old phone has the app n is working v well but on the new phone with my email address it’s not \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Unable to sign in. \nCustomer: Agent\nCustomer: Agent\nHuman Agent: What is the email address or phone number for the account you are trying to log in to?\nCustomer: clwier1111@sbcglobal.net\nHuman Agent: Alright, and what message do you get when you do try to log in to the account?\nCustomer: It won't accept any of the 4 numbers, although I've typed them all in correctly.\nCustomer: I've tried at least 12 times. It won't accept any of them.\nHuman Agent: I understand. Can you tell me what message you get when you try to log in?\nCustomer: I don't get a message. It just doesn't sign me in. It gives me a new set of numbers each time.\nCustomer: I tried on a different browser and it's the same.\nHuman Agent: Are you getting an email with a 6 digit code?\nCustomer: No.\nCustomer: Can you remote in and I'll just show you?\nHuman Agent: No, I cannot remote in to your desktop. And it will give you a quick popup message at the top of the web page when it does not log you in. It will say something like \"Password does not match\", \"Wrong Verification\", etc.\nCustomer: I got a message this time - Passwords don't match. I haven't changed passwords, so no reason why they wouldn't match.\nHuman Agent: That means the password is not correct. So you can click on Forgot Password to reset the password.\nCustomer: It was the same one I've been using for months. I didn't change it.\nHuman Agent: I understand, but it seems you may have forgotten it or are entering it incorrectly. Or maybe you changed it and just forgot. The password you are entering does not match the password for your account. You can doublecheck the password and enter it again. Make sure caps lock is turned off. If it still does not log you in, then click on Forgot Password to reset the password.\nCustomer: I didn't forget it or change it. I checked Password Manager and it's the same one I've been using. I log on every day with the same credentials. It auto-fills, so no way did I mis-type it.\nHuman Agent: Alright, but it does not match the password to your account when you try to log in. So, if it does not work when you doublecheck it and reenter it, then I would strongly recommend clicking on Forgot Password and resetting your password so that you can log in.\nCustomer: I'm trying that now. I got a code to enter, but there's nowhere to enter it. It just gives me the sign-in screen.\nHuman Agent: When you click on Forgot Password and enter your email address, it will take you to a screen with three lines. The first line is where you enter the verification code. The second line is where you enter a new password. The third line is where you confirm the new password.\nCustomer: I got it. Thank you.\nHuman Agent: You're welcome. Are you able to log in after you reset the password?"]
["Customer: Puedo hablar con un asesor en español\nCustomer: Agente\nHuman Agent: ¿Cómo puedo ayudarte?\nCustomer:  No puedo desvincular la cámara que tengo en esta cuenta\nCustomer: Ya le di en borrar\nCustomer: Pero mi Apple se traba y no hace la desvinculación \nCustomer: Mi app*\nCustomer: Tampoco me deja hacer el reseteo\nHuman Agent: Veo una cámara en tu cuenta. ¿Solo quieres que esa cámara se elimine de tu cuenta?\nCustomer: Sip\nCustomer: La debo tener conectada?\nCustomer: O la desconecto?\nHuman Agent: No es necesario que lo conectes para eliminarlo de tu cuenta. ¿Estás intentando eliminar la cámara de tu cuenta? ¿O estás intentando configurarlo en tu red Wi-Fi?\nCustomer: Estoy intentando eliminarla\nCustomer: Ya la puedo ver \nCustomer: Ya esta en mi red wifi\nHuman Agent: He eliminado la cámara de tu cuenta.\nCustomer: A perfecto \nCustomer: Muchas gracias \nHuman Agent: De nada.\nCustomer: Amigo sigues ahi\nHuman Agent: Sí, ¿en qué puedo ayudarte?\nCustomer: Ahora para vincular la cámara en otra cuenta\nCustomer: Se pueden establecer valores?\nHuman Agent: Deberá realizar la búsqueda LAN en la aplicación si intenta conectarla a otra cuenta.\nCustomer: Ok\nHuman Agent: Asegúrese de que su teléfono esté conectado a la misma red Wi-Fi que la cámara.\nAbre la aplicación Zmodo y toca el signo más (+) en la esquina superior derecha.\nEn la parte inferior de la pantalla debería decir \"¿La cámara con cable o la cámara WiFi ya están en azul fijo? Toca aquí para agregarla\". Toque allí y luego la aplicación debería permitirle realizar una búsqueda en su red.\nToque el signo más al lado del dispositivo cuando lo encuentre. La aplicación le pedirá que nombre la cámara, establezca una contraseña opcional y se asegure de que la zona horaria sea correcta.\nCustomer: Ok\nHuman Agent: Lo sentimos, ignora la opción \"Schedule Call\" en el chat. Presioné el botón equivocado.\nCustomer: Ya quedo muchas gracias\nHuman Agent: De nada."]
["Customer: Troubleshooting\nCustomer: After installing a new WiFi router I am unable to reconnect my Zmodo camera\nCustomer: I don’t have original setup instructions \nCustomer: Light is solid blue \nCustomer: I can’t reboot the router that would cause problems with everything else that we have successfully reconnected \nCustomer: I don’t have original connection instructions \nCustomer: Ok, please help me with reconnect\nCustomer: 1\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Not sure\nCustomer: have not been able to reconnect\nCustomer: Have done all of that. She said to disconnect power and ask for support \nCustomer: Need help from support\nCustomer: Need to talk to support \nHuman Agent: \nHello, you've reached customer care, my name is Kylie. I will need to look up the device, can you send me all the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid. \nCustomer: zh-ixy1d\nHuman Agent: I will also need the ID number as well.\nCustomer: zmd14d8e2213694\nCustomer: Are you still there?\nHuman Agent: Yes, I am here\nHuman Agent: I will look up the camera now.\nCustomer: Ok thanks\nHuman Agent: This camera is tied to another account, it looks like that account was created with an email, I cant give you the whole email but I can give you part of it, It is **@castlerockmeats.com. Do you have access to that email?\nCustomer: FCzk8-bf523nm\nCustomer: That is no longer a valid email\nCustomer: What do I need to do?\nHuman Agent: That is the email that the camera is bound to. To remove any devices from the account we would have to go through the unbind process. Do you have the original invoice at all? if not then just let me know. \nCustomer: No I don’t have\nHuman Agent: Okay, since you don't have the invoice, to unbind this device we would have to send an unbind request. This unbind request will go to the email that the camera is currently bound to, if we receive a response of approval or if after 30 days of no response occurs then I will unbind the camera and notify you. Is the best email for you a52rigby@hotmail.com ?\nCustomer: You won’t get a response the email is no longer valid. That is my current email a52rigby@ hotmail.com\nCustomer: I don’t want to wait 30 days that is ridiculous \nHuman Agent: We can only send unbind requests to the account the camera is currently tied to, after that the process is we wait for a response of approval and if none occur then at 30 days from today I will unbind the device. Only way to speed up the unbind process is to send the original invoice or for the unbind request to bounce back if the email does not exist anymore it would do that. \nCustomer: It will bounce back. Can you try that now?\nHuman Agent: I sent the unbind request now. If the email bounces back, I recieve a response of approval, or after 30 days from today I will notify you. Any other questions before we go?\nCustomer: Can I stay with you now please?\nHuman Agent: I sent the email, it has not yet bounced back. It can take a few minutes or up to an hour for it to pop up if it is going to bounce back. I can wait for a short period of time, sure.\nCustomer: Ok thanks let’s do that\nCustomer: This is ridiculous people change emails a lot\nCustomer: Maybe I should junk this camera and go to a different brand with fewer rules andpolicies\nHuman Agent: Its our safety and protection protocol. Many, many people contact us for unbinding devices from other accounts for a multitude of reasons.\nCustomer: I’ll bet they don’t wait 30 days\nHuman Agent: The email just bounced back, I am able to process the unbind request now, One moment and I will unbind the camera for you. \nCustomer: Ok thanks\nHuman Agent: Its 30 days from the point we send requests if no one replies, its the same process for everyone. \nCustomer: Not good for security to not have the camera for 30 days. Would you like that at your house?\nHuman Agent: The device has been successfully unbound now, you are free to add it to this account or another account if you wish. \nCustomer: Ok can you help with setup please?\nCustomer: I would like to use a different email account please\nHuman Agent: The cameras lights were solid blue earlier, can you plug in the camera again then tell me when the lights turn back to a solid blue\nCustomer: Ok thanks\nHuman Agent: no problem.\nCustomer: Solid blue now\nHuman Agent: Okay, On your phone make sure youa re connected to the same wifi as earlier when yout ried to set up the camera, then click the + wait for 30 seconds to see if something called the LAN pops up, if it does not then click the optiona t the bottom to add a solid blue device then see if on the LAN you see the device and can add it. \nHuman Agent: If you have have any questions just let me know.\nCustomer: Ok\nHuman Agent: Okay"]
["Customer: Cameras already linked to another account\nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What are the IDs of the cameras you're trying to access? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: ZMD13ITEC215001 and ZMD13ITEC213505\nHuman Agent: Do you have the invoices from the purchase of these devices?\nCustomer: I don’t have the invoices anymore. However, I have had these cameras since new and they were previously linked to my account and then they disappeared so I am trying to add them back to my account\nHuman Agent: They are bound to a phone number account where the phone number ends in 371. Is that familiar to you? You're currently logged into a different email account. \nCustomer: That is my phone number. \nCustomer: 417270371\nHuman Agent: Okay, you may want to either delete your cameras from this account and log in there (if you do this, I would also suggest adding a contact email just in case you ever lose access), then add the cameras you removed from this account onto there. Or vice versa, log into that account, delete the cameras there, then log back into this account and add them here. That way you have all 4 on the same account. \nCustomer: Ok, thanks, I will try that\nHuman Agent: No problem, let me know if you have any trouble."]
["Customer: Set up\nCustomer: Need to change email my hot mail account is no longer\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. The account email cannot be changed, you will need to remove the devices off this account and create a new account. Then add the devices to that new account. \n\nCustomer: So my camera does not work so I am out of luck and I need a camera system righe\nHuman Agent: No, you would just remove the cameras off this account, then create a new account and add the device to the new account. \nCustomer: How do I do this\nHuman Agent: Do you have another tablet or phone to create the new account first so we can keep chatting on this device \nHuman Agent: To remove a device from your account, please follow these steps:\n\nGo to the device's Live View.\nTap the gear icon.\nTap the three dots icon.\nSelect \"\"Delete Device\"\".\nCustomer: Not right now so I need to come back later\nHuman Agent: Okay \nCustomer: I deleted my camera now what to set new\nCustomer: I know need to set up account \nCustomer: How to set up new account\nHuman Agent: If you have another device with the app downloaded tap on sign up. Enter the new email and password then follow the account creation instructions."]
["Customer: Troubleshooting\nCustomer: 2 of my 4 cameras stopped working\nCustomer: Troubleshooting\nCustomer: -1\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I was able to access both cameras until last week\nHuman Agent: Alright, with the Device ID I can look up the camera and see what needs to be done so that you can access them."]
["Customer: Hello! I purchased a used ZMODO Pan and tilt camera to add to my other cameras. The camera goes through the process of connecting and setting up, but does not appear in my list of cameras, even after rebooting the app. May I ask you to check if the following serial number is locked to another users account, and that’s why I can’t add it to mine?  ZMD12Ki47222606\nCustomer: Hello! I purchased a used ZMODO Pan and tilt camera to add to my other cameras. The camera goes through the process of connecting and setting up, but does not appear in my list of cameras, even after rebooting the app. May I ask you to check if the following serial number is locked to another users account, and that’s why I can’t add it to mine?  ZMD12Ki47222606\nCustomer: I need further assistance\nCustomer: Hello! I purchased a used ZMODO Pan and tilt camera to add to my other cameras. The camera goes through the process of connecting and setting up, but does not appear in my list of cameras, even after rebooting the app. May I ask you to check if the following serial number is locked to another users account, and that’s why I can’t add it to mine?  ZMD12Ki47222606\nCustomer: Live person please\nHuman Agent: The camera is connected to a phone number account, *******144.\nCustomer: Thank you!\nHuman Agent: Do you recognize the phone number that the camera is bound to? Are you able to log in to the app with that phone number?\nCustomer: No. That is not mine. \nHuman Agent: Alright, do you have the invoice or order information from the purchase of the camera?\nCustomer: It was an ebay purchase. I guess I will need to return it (?). \nCustomer: D/static_file/a7dcb3e1d5_1_20241004114840.png\nHuman Agent: No, you can send the eBay purchase information and I can take a look.\nCustomer: Just sent it. \nHuman Agent: Thank you for your patience. I have unbound the device from the previous account and you can now set it up on your new account.\nCustomer: Should I reset the device first?\nHuman Agent: You can reset the device, and then set it up again.\nCustomer: OK. Thank you very much for your time today! I always find Zmodo customer service to be very helpful. Best!\nCustomer: Oops, got a problem\nCustomer: I’ve unplugged re-replug the device and reset it, but the device status light is solid blue, apparently from the first time that I joined it to my Wi-Fi.\nCustomer: It won’t go back to blinking green\nHuman Agent: You can reset it with the pinhole reset button on the camera. You would press and hold until it changes back to a solid green.\nHuman Agent: You can also do a LAN Search in the app to try to add it to your account.\nCustomer: Yes, that’s the method I used. Let me try it again.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nHuman Agent: You want to be sure the camera is plugged in when you reset it.\nCustomer: How do you do a LAN search?\nCustomer: Yes, I did. Let me try what you just suggested. I’m going to have to leave the chat and maybe come back.\nCustomer: Yep, that did it!\nCustomer: Thank you again!\nHuman Agent: You're welcome."]
["Customer: Hola buen día \nCustomer: Lo que pasa tengo una camara que dice que Ya está vinculada \nCustomer: Hola\nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon. ¿Cuál es el ID del dispositivo? La identificación debe estar en una pegatina en el dispositivo o en su soporte y generalmente comenzará con ZMD."]
["Human Agent: Yes\nHuman Agent: Hi my name is Wendy.  Please let me know what you are needing help with\nHuman Agent: I need a phone number to speak with technical support\nHuman Agent: Are you needing help with setup?  What is the device ID on the device you are wanting to setup?\nHuman Agent: The device ID will be listed on a sticker on the device and it will start with ZMD, GSG, or 1\nHuman Agent: I don't know that's why I need to speak with someone \nHuman Agent: Is it a wifi camera? or what type of camera is it?\nHuman Agent: analog, sPoE, or wifi camera?\nHuman Agent: D/static_file/bf157dff7f_1_20250102143504.jpg\nHuman Agent: Thanks.  I just sent you an invite to schedule a callback\nHuman Agent: D/static_file/9b99ec7012_1_20250102143556.jpg\nHuman Agent: ZMD131947236985 this camera is connected to a phone number account ending in 551.  Do you have access to this phone?\nHuman Agent: Yes\nHuman Agent: okay if you are wanting to setup this camera you need to be logged into the Zmodo app with this phone number.\nHuman Agent: Are you wanting help setting it up?"]
["Customer: Can I get a representative to call me?\nCustomer: Hey Kylie. I bought my aunt and uncle the same cameras that I got. I can not get one of the cameras to connect to their account but it connected to my account\nHuman Agent: Hello, If you set them up on your account, you can delete the camera (not reset) then add it to the other account, if the camera is online you can pick it up in the setup with the LAN option you would just have to rename the camera again. \nCustomer: The it’s online, on their internet. I am a personal aide and the camera we need to connect to their account needs to be on 3 phones. Can the cameras not be linked to different accounts?\nHuman Agent: The camera can only be directly added to one account, however the camera can be shared with other users to be able to view the cameras and get notifications they will jsut not be able to change the name, delete a camera, or reset it on the shared account. Those options are reserved for the Main account that the camera is actually bound to. \nCustomer: So if I connect it to her account I can share it to us from her phone, but will we be able to view it on our accounts?\nHuman Agent: Yes shared cameras ccan be viewed, when you send the share request it has multiple permissions you can allow the shared user to have, so you can also allow notifications for instance as well.\nCustomer: I deleted it (not reset the camera) but I still can’t find it in the LAN search I’ve even unplugged and replugged\nCustomer: Is there a way for us to talk over the phone\nHuman Agent: Okay, I can try to add the device for you to the account, I would just need the email for the account you wish for me to bind it to and I will also need the ID number, the ID number is on the bottom of the camera on the sticker, it starts with ZMD,\nCustomer: mommaplus4plus2@gmail.com\nHuman Agent: We only have outbound calling available, If you would prefer that I can send you the call scheduler for you to fill out, I believe however that we do not have any open slots for today, soonest would be for tomorrow. \nCustomer: D/static_file/e93b4da5a3_1_20241105162808.jpg\nHuman Agent: One moment while I search for this device, in the mean time I will also need to name this device when I add it, what would you like for me to name this camera?\nHuman Agent: I located the camera, what would you like for me to name it when I add it to the account?\nCustomer: Bubba’s Room\nHuman Agent: Okay, One moment while I add it. \nHuman Agent: I just added the device to the account now, are you able to check on the account to see if its in the device list for me.\nCustomer: Yes maam I see it thank you\nHuman Agent: Fantastic, thank you as well. Is there anything else I can do to assist you today before we go?\nCustomer: We are now struggling to get it shared\nHuman Agent: When you send the share request, it will go to the account you put the email in is connected to,  it will not go to the email itself."]
["Customer: How do I set up camera \nCustomer: -1\nCustomer: Cameras saying connected to another account\nCustomer: I can’t remove it from my previous account\nCustomer: Remove my three cameras from my account \nHuman Agent: Hello, you've reached customer care, my name is Kylie. To remove the camera from the other account we would have to go through the Unbind process, that can be done in two ways, 1st is with the purchase invoice, 2nd way is by us sending an unbind request. Do you have the invoice?\nCustomer: No, been too long\nCustomer: All 3 cameras are in setup mode\nHuman Agent: Okay, without the invoice then we will have to do the unbind request, for that I will need all the device ID numbers first, this will be on the bottom of the camera on as ticker and start with ZMD\nCustomer: Zmd13fie2233183 is one\nCustomer: Zmd14cwe2203756 is second one\nHuman Agent: Okay got both of those\nCustomer: Zmd14cwe2206155 is third\nHuman Agent: Okay, all of these cameras are tied to an account that was created with a phone number, the last two digits are 37, Do you still have access to this phone number at all?\nCustomer: Yes\nCustomer: It’s my number\nCustomer: 7036252837\nHuman Agent: Okay, I will send an Unbind request to that phone number, when it comes in jsut respond to it giving permission for the unbind and I will be able to unbind it. I will elt you know when that is sent, one moment\nCustomer: Ok\nCustomer: Once unblinded, will I be able to add them again using new router?\nHuman Agent: Yes, just got confirmation of the response so I will unbind them now\nCustomer: 👍\nHuman Agent: All 3 cameras are unbound and you can add then to the account if you wish\nCustomer: Ok. I hope it works\nHuman Agent: If you have any trouble feel free to contact us again, have a great day."]
["Customer: live agent \nCustomer: hello \nCustomer: ow can I change my email\nCustomer: I want to  change my email \nHuman Agent: You cannot change the email used to log in to your account. You would need to create a new account with the new email address.\nCustomer: really \nHuman Agent: Yes, you would want to create a new account with the email address that you would like to use."]
["Customer: Q I need to speak with a life representative can I please get a phone call at 701-585-8645\nCustomer: Agent \nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: Grant I do need those cameras to be reset I have an ID customer I mean account number would that be any help to be able to reset my cameras I need to delete them from my old account so I can create a new one\nHuman Agent: Sure, what is the account number for the old account?\nCustomer: 21770922\nHuman Agent: That is the account you are currently contacting us from and there are no cameras on that account.\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I send them to you on our previous chat but if you want I could send them again\nCustomer: First one 18fl ig 503-420\nHuman Agent: Alright, I see the previous chat. You were not able to access the previous account?\nCustomer: Checking camera 18flig 503-570\nCustomer: Yes at that time I did not provide my old account number that's the reason I'm asking\nCustomer: Third camera 18flig 503-670\nHuman Agent: We do not need the old account number. You did not give me the account number for the old account in this chat either.\nHuman Agent: If you do not have access to the old account or the invoice or order details from the purchase of the cameras, then we would have to go with the Unbind Request.\nHuman Agent: As these cameras are already bound to another account I can contact the previous account and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: Okay let me give you the old account number again 217-709-22\nHuman Agent: As I mentioned previously, that is the account number for the account you are currently logged in to. That is not the account number for the old account that the cameras are setup on.\nCustomer: Well the previous account is also my account which is the number I just sent to you 217-709-22\nCustomer: Okay I see so I guess we're going to have to go through that 30-day. Request\nCustomer: Because I am unable to retrieve my old email due to my phone number being changed\nHuman Agent: Yes, I will send the Unbind Request email. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: mememolina1168@gmail.com\nHuman Agent: Thank you. Do you have any questions?"]
["Customer: Set up\nCustomer: My Cameras for my business say they are connected to a different account and I need to get them back\nCustomer: Connect me to an agent\nCustomer: D/static_file/6c6f64f362_1_20250219165036.png\nCustomer: Here are the codes to the cameras that I need to get back\nHuman Agent: Let me take a look at those devices.\nCustomer: Perfect please update me when you do\nHuman Agent: Those cameras are setup on a phone number account, *******579. Do you recognize the phone number that the cameras are setup on?\nCustomer: 2092774579?\nCustomer: That’s the other owners\nHuman Agent: Yes, that is the account that the cameras are setup on. Are you able to log in to the app with that phone number?"]
["Customer: Hello..I had a home invasion and the intruder stole my nvr. How can delete my camera from my old account..\nCustomer: Ok how do I contact customer support  \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are cameras you are trying t o delete currently on the account your contacting from under the email jessybrown2017@gmail.com or are the cameras bound to a different account? \nCustomer: No not those camera linked to the email noted above. There other camera bound to another account \nCustomer: It's the said cameras I spoke about in the chat with the home invasion when the nvr was stolen \nHuman Agent: Okay, I'm order for me to look up the info for the other devices I would need to know the email for the account, can you tell me the email for the account that the NVR is bound to?\nCustomer: Ok ...Dav.Phil.1954@gmail.com \nHuman Agent: I do not see any accounts in our system that were made with that email. \nCustomer: Ok honestly we can't remember because the system was installed years ago\nCustomer: Would a phone number  help\nHuman Agent: it may, in the past customers were able to create accounts with emails or phone numbers.\nHuman Agent: If you have a phone number that you think the account could be under I can try to look it up in the system here.\nCustomer: Ok please do 1868 492 3601\nHuman Agent: Okay, one moment. \nHuman Agent: There is not an account under that phone number in the system either. \nCustomer: Oh my that's not good news \nHuman Agent: Theres only one other way I can look up an account, and thats using the ID number from a device tied to the account. I know you said the NVR was taken but are any of the cameras bound to the same accoutn as the NVR? if it is I can look it up with the cameras ID number\nCustomer: Honestly you did your best to assist  thank you very much\nCustomer: I guess we have to purchase a new camera  system \nHuman Agent: thank you, if you happen to find any other emails or phone numbers the account would be under or if you do have any of the ID numbers feel free to contact us again and we are happy to assist you further to try and locate the account. \nCustomer: Yes we have the old cameras \nHuman Agent: Okay, if you can see any of the old cameras ID numbers we can try to look them up to find the account perhaps\nCustomer: Hold on a second please let me get one immediately \nHuman Agent: The ID will be on the cameras sticker, typically it will start with zmd, GSG, 14, or 15 with no dashes\nHuman Agent: If you want to take a photo of the sticker you can send photos into the chat as well if that's easier. \nCustomer: Ok so I see\nZMD13GAE6000353\nHuman Agent: I found the account now, it looks like this camera and several other devices including an NVR are bound to an account that was created with an email, I am not able to give you the full email but I can give you the domain and the first three letters, One moment. \nHuman Agent: owe*********@yahoo.com\nCustomer: Ok yes it was\nCustomer: I think 12 to be exact\nHuman Agent: Do you have access to that email at all or are you able to log into that account at all?\nCustomer: We tried all that is written on the paper we have no access \nCustomer: The next option that is the password \nCustomer: Yes I am here\nCustomer: Anything that you can do to assist will be greatly appreciated \nHuman Agent: One thing we could do is called an unbind process, this will unbind the cameras from the account and the NVR. I can do it with either the original invoice from the purchase of the system and cameras, or if you do not have that I would send an unbind request to the email the devices are tied to. \nHuman Agent: Do you have the invoice?\nCustomer: No we don't have the invoice in hand because a family member had purchased for us. \nHowever you can send it to the email the devices a tied to.\nCustomer: Thank you very much for your time and effort.\nHuman Agent: Okay, I will send that unbind request, if we receive a response of approval or if after the minimum wait time which is 30 days occur I will unbind all the devices and notify you, if the email \njessybrown2017@gmail.com the best to keep in touch with you?\nCustomer: Yes \nCustomer: Thanks much\nHuman Agent: Fantastic, thank you as well, have a great day. \nCustomer: Same to you bye"]
["Customer: I need to disconnect from\nAnother person’s account and add to our account.\nCustomer: I was just with Kylie\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are needing help with?\nCustomer: Hooking up 4 cameras and a Zmodo box\nCustomer: We need the whole thing setup\nHuman Agent: What are the device IDs on the cameras & NVR?\nCustomer: These are the cameras I’d numbers except the last one I couldn’t get 2 numbers off of it. Due too it being too high up in air\nHuman Agent: I didn't receive the IDs.  Could you please resend them?\nCustomer: ZMD13G3E6004206\nZMD13G3E600xx23\nHuman Agent: ZMD13G3E6004206 ZMD13G3E6002923 are connected to lc----@gmail.com\nHuman Agent: You do not have access to this other account?\nCustomer: ZMD13G3E6004167\nZMD13G3E6004306\nCustomer: We bought a house it was under the other owners email. Now we are trying to gain access.\nHuman Agent: okay.  I will contact the previous account on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous account. If the request is denied then I would need the original invoice for anything further.\n\nI will follow up with you by email after the device/s have been unbound.\n\nHuman Agent: Please unplug the ethernet cable from the back of the NVR until it can be unbound\nCustomer: So we can’t connect them for 30 days.\nCustomer: I don’t have the original receipt cause we didn’t buy them. \nHuman Agent: I can unbind as soon as the previous account approves the unbind or after 30 days with no reply\nCustomer: Can you atleast give me the 2 numbers I am missing from the other camera\nHuman Agent: ZMD13G3E6002923\nCustomer: Ok thanks. Can I connect the owner for them to remove the cameras from their account\nCustomer: ZMD13G5EA000092 is the nice box\nHuman Agent: You can contact the owner and ask them to delete the devices from their account.\nCustomer: Nvr box\nHuman Agent: NVR box?\nCustomer: You told me you needed the number in the back of the nvr box\nHuman Agent: I got it.  I have already sent out the unbind request for you.  \nCustomer: Do you have my email to email me back?\nHuman Agent: I have theriot.april@yahoo.com as your email\nCustomer: Or should I reach out to the old owner as well.\nHuman Agent: You can reach out if you would like."]
["Customer:  Hola\nCustomer: -1\nCustomer: Hola\nCustomer: Me gustaria saber\nHuman Agent: Hello my name is Wendy\n\nPor favor déjame saber qué preguntas tienes.\nCustomer: Bola\nCustomer: Hola\nHuman Agent: Hi.  Por favor déjame saber qué preguntas tienes.\nCustomer: Tengo una pregunta tengo una camara Zmodo pero no me deja configurarla\nHuman Agent: ZMD12K168266935 Porche Esta cámara se muestra en línea.  ¿Es esta la cámara con la que necesitas ayuda?\nCustomer: No\nCustomer: Tengo otras dos pero no me deja agregarlas\nHuman Agent: Proporcione la identificación del dispositivo en su cámara. Verifique la etiqueta en el dispositivo, que puede comenzar con ZMD o GSG.\nCustomer: D/static_file/246a02452a_1_20241015142553.jpg\nCustomer: ZMD12K468271298\nCustomer: Y la otra es\nCustomer: ZMD12K468269859\nHuman Agent: ZMD12K468271298 & ZMD12K468269859 está conectado a un correo electrónico diferente bb----@hotmail.com.  ¿Tienes acceso a esta otra cuenta?\nCustomer: No ya no\nHuman Agent: Adjunte copias de los recibos de estas 2 cámaras y debería poder desvincularlas para poder configurarlas en una cuenta diferente.\nCustomer: Como podrías desvincularlas \nCustomer: Porque ya tiene mucho que las compre\nCustomer: Compré dos cajas con dos cámaras cada una\nHuman Agent: Debería poder desvincular las cámaras con sus recibos de compra originales.  Por favor adjúntelos aquí.\nCustomer: Pero ya no los tengo \nHuman Agent: Me pondré en contacto con la cuenta anterior registrada para solicitar que se desconecten los dispositivos. Si no recibo una respuesta dentro de los 30 días o si recibo la aprobación del titular de la cuenta, los dispositivos se eliminarán de la cuenta anterior. Si se rechaza la solicitud, necesitaría la factura original para cualquier otra cosa.\n\nMe comunicaré con usted por correo electrónico después de que los dispositivos se hayan desasociado.\n\nCustomer: Inclusive\nCustomer: La otra camara que tengo \nCustomer: Es esta \nCustomer: ZMD12JU68256471\nCustomer: Si se que correo me dices \nCustomer: Pero ya no tengo acceso a el\nHuman Agent: ZMD12JU68256471  está sin consolidar.  Puedes configurar esta cámara usando la configuración de Zink\n\n¿La luz indicadora de la cámara parpadea en verde?\nCustomer: Y ya tenia sin usar las cámaras mucho tiempo\nHuman Agent: ZMD12JU68256471  está sin consolidar.  Puedes configurar esta cámara usando la configuración de Zink\n\n¿La luz indicadora de la cámara parpadea en verde?\nCustomer: O que más podrías hacer\nCustomer: Para volverlas a utilizar\nHuman Agent: ¿Estás preguntando sobre ZMD12K468271298 y ZMD12K468269859 nuevamente?\n\nHe enviado el mensaje de desvinculación para estas dos cámaras.\n\nTan pronto como la cuenta anterior responda al mensaje aprobando la desvinculación o después de 30 días sin respuesta, debería poder desvincular las cámaras para que pueda configurarlas en su propia cuenta.\nCustomer: Pero como podría responder\nCustomer: El mensaje si no tengo \nCustomer: Acceso\nCustomer: ?\nHuman Agent: Después de 30 días sin respuesta, debería poder desvincular las cámaras para que puedas configurarlas en tu propia cuenta.\nCustomer: Ok"]
["Customer: Troubleshooting\nCustomer: Human being \nHuman Agent: How can I assist you?\nCustomer: My Torch 360 is flashing through all the colors and I accidentally deleted it from the app \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I’m not where I can look at it right now. \nCustomer: I’ll check back with you in 6-1/2 hours \nHuman Agent: Please contact us when you are with the camera. If you deleted it from your account, but it is still on your Wi-Fi network, then you may just need to do a LAN Search to add it back to your account."]
["Customer: Close all sessions of Zmodo\nCustomer: Logout all open sessions of my account \nCustomer: Agent\nCustomer: Hello Grant O\nHuman Agent: If you want to log out other devices, then you will want to change the password for your account. I would recommend resetting the password on the login page and entering the verification code to change the password. You can go to https://user.zmodo.com/forgot-password and enter the email address for your account to change the password.\nCustomer: I made that, but the sessions on others device are open \nHuman Agent: It may not log out all  other devices immediately, but the app will check several times a day and if the password is changed, it will log the device out and require the new password to log back in.\nCustomer: Ok, thanks \nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: How  do I add a camera to the group\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. While those instructions will work for creating a new group, to add to an existing group you would follow the first step, then instead of add group you'd tap on the group you want to add it to and choose to edit that group. From there you can select the devices for the group and save your selection."]
["Customer: Customer service \nCustomer: I can't get my \"Driveway\" camera removed\nHuman Agent: You would tap on Settings next to My Devices. Tap on the camera. Tap on the three dots in the top right corner. Tap on Remove Device.\nCustomer: I was able to unsubscribe but not remove it from the list\nCustomer: I did all that but it still shows up on the list of cameras\nCustomer: D/static_file/f85bb4a31f_1_20241022163100.jpg\nHuman Agent: Is it asking you if you want to cancel the subscription? Just say no when it asks you to do that.\nCustomer: But I do want to cancel it. I am now using \"Driveway1\" camera instead of \"Driveway\"\nHuman Agent: I understand. It is already canceled. Just tap on no when it asks you to do that and it will remove the device from your account.\nHuman Agent: If you tap on Unsubscribe it will not remove it because it will take you to cancel the subscription first, and it is already canceled.\nCustomer: Thank you. Hopefully I am done lol\nCustomer: Ok sorry I have another one now\nCustomer: D/static_file/1896250c7d_1_20241022164010.jpg\nCustomer: This says I'm not subscribed and won't let me look back at the recording from today\nCustomer: D/static_file/d68111d337_1_20241022164046.jpg\nCustomer: But I am subscribed so what is the problem\nHuman Agent: It looks like you just recently started the subscription. There will not be recorded footage from before you started the subscription.\nCustomer: Ok so it might just be a few minutes off from when I bought it to when I'm looking at the recording. Thank you. I will try again tomorrow. I'm sure your time to answer my dumb questions will be ending soon.\nHuman Agent: You're welcome. Please keep an eye on it and do not hesitate to contact us if you do have any more questions."]
["Customer: How do I change the main user on this devised\nCustomer: My husband no longer lives here and not using this device anymore\nCustomer: Does my husband get notifications that I'm on chat with you guys\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is the email used to create this account leo.sapitanan@yahoo.com your email?\nCustomer: No longer. Canbi change it to my email\nCustomer: No.\nCustomer: Can I change it to different email addresses \nCustomer: Hi are you still there\nHuman Agent: No, once an account is made with an email it cannot be changed, to change it you would have to delete all the cameras from the account and create a new one with a different email"]
["Customer: I want remove this device \nCustomer: Dont work\nCustomer: 1\nCustomer: I want remove this device \nCustomer: Dont work \nCustomer: How i can remove this camera\nCustomer: Represent \nCustomer: Customes \nCustomer: Customer service\nCustomer: Hi ok\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like you have only one device on your account which seems to be online. You're wanting to remove the camera nueva?\nCustomer: Hi Dillon.\nYes i want remove this camera, \nI try in the options but i can't \nHuman Agent: Okay, you said it doesn't work? What sort of issue are you having with it? Were you just trying to remove it to set it back up?\nCustomer: I dont watn this camera, \nI want remove this camera in this my account \nCustomer: I try in options,  and remove the camera but this function don't work \nCustomer: Do you can remove this camera for me?\nHuman Agent: Okay, it has been removed. I had just wanted to check since you initially said it didn't work. \nCustomer: Right \nHuman Agent: Is there anything else I can help you with?\nCustomer: So, please remove this camera in this account \nHuman Agent: I have already mentioned that I removed it. Was there anything else you needed help with?\nCustomer: I see the video in this camera , is not removed \nHuman Agent: Refresh on the home page by pulling down. It is removed. Without refreshing it could take a few minutes to update. \nCustomer: Ok i check\nCustomer: Ok tks\nHuman Agent: No problem."]
["Customer: Muy buenas \nCustomer: Les escribí \nCustomer: Agente \nCustomer: Agente\nCustomer: No entiendo ingles\nHuman Agent: ¿Cómo puedo ayudarte?\nCustomer: Si muy buenas \nCustomer: Tengo una camara \nCustomer: Pero me dijo una de sus agentes que me enviaría el correo \nCustomer: Para ver si lo libera o no ya que estaba configurado con otro usuario\nCustomer: Pero el usuario lo dejo en uno de los edificios donde trabajo \nCustomer: Y quisiera volver a usarlo\nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD o GSG y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras."]
["Customer: Troubleshooting\nCustomer: Custom support\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Hi. I’m looking to get my cameras reseted as I no longer have access to that account. \nHuman Agent: Okay, for unbinding cameras we would have to go through the unbind process, this can be done 2 different ways, 1st is unbind using the purchase invoice, 2nd is by sending an unbind request. Do you have the invoice at all for the devices?\nCustomer: No.\nHuman Agent: Okay without that the only other way to unbind is by Unbind request. For that I will need to get all the device IDs first to search for them within the system. The ID numbers will start with ZMD and be on the device stickers\nCustomer: D/static_file/84452e2e61_1_20241204111750.jpg\nHuman Agent: Okay I found that device, is this the only one?\nCustomer: D/static_file/e84ba48a0e_1_20241204111930.jpg\nHuman Agent: Found that second camera, it currently is not on any account.\nCustomer: Oh. Okay, I guess I had forgotten to readd it. \nHuman Agent: Okay, was it only those two cameras?\nCustomer: Yes. \nHuman Agent: Okay, this one camera is bound to an acocutn made with an email, I will send the unbind request message to this email, if we receive a response of approval or if after 30 days of no response occurs then I will unbind the camera and notify you, is the email julzg92@hotmail.com the best one  to notify you?\nCustomer: Yes.\nHuman Agent: Okay perfect, I sent the Unbind request now, Just keep an eye on your email for any notifications sometimes they can go to spam. Any other questions before we go? \nCustomer: Nope. The second is not on an account?\nHuman Agent: no that second camera is not tied to any account, only the first one is."]
["Customer: I need to find out if the previous owner of my camera has contacted you. \nCustomer: Whats the phone number to customer service?\nCustomer: Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: Would you be able to tell me if the previous owner of my zmodo camera has gotten back to you guys? I was told that the camera could be switched over to me after 30 days if he did not contact you. \nHuman Agent: Do you Have any of the cameras ID numbers for me to look them up to find out what the previous owners account is so I can find the unbind request? \nCustomer: D/static_file/1802acb050_1_20241218135423.jpg\nHuman Agent: Actually, I was able to find the Unbind request, there has been no response, it has not been the full 30 days since the request was started though, it will be 30 days tomorrow. \nCustomer: Ok. What steps do I need to take tomorrow to make this as easy as possible?\nHuman Agent: Tomorrow the rep will have the unbind request pop up for them and after they check if there is not a response of denial and that it is indeed the 30 days at all then they will unbind the device and send you an email to chancereynolds1@gmail.com about the unbind status. \nCustomer: Ok. \nCustomer: Thanks. That's all I need!\nHuman Agent: Okay, any other questions before we go?\nHuman Agent: Fabulous, Have a wonderful day."]
["Customer: I use to have a zmodo mini cam moons ago when I wants a log in and password I have no memory of this process\nCustomer: I tried but no go\nCustomer: I try again \nCustomer: 1\nCustomer: Need assistance \nCustomer: I tried password but still trouble getting code\nCustomer: 1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of your camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Agent \nCustomer: I can’t get into my old account to cancel my cameras\nHuman Agent: What is the email address or phone number for your account?\nCustomer: I lost my phone with all my passwords\nCustomer: 15malibuturbo@gmail.com\nCustomer: I would like to transfer my cameras to a different account\nHuman Agent: Okay, it looks like there is one subscription managed through a Google account, and another through an Apple account. The subscriptions would need to be canceled through the Google and Apple accounts.\nCustomer: I can’t get into them\nHuman Agent: I cannot cancel the subscriptions managed through your Google and Apple accounts, so you would want to contact Google support and Apple support about canceling the subscriptions.\nCustomer: Could you unsubscribe all my cameras and I’ll deal with the payment?\nHuman Agent: If you do not have access to an android device currently you can follow this guide on how to cancel your subscription via Google. https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid\nHuman Agent: If you do not have access to an iOS device currently you can follow this guide on how to cancel your subscription via Apple. https://support.apple.com/en-us/HT202039\nHuman Agent: The payment is the subscription. To cancel the subscription, you would need to do it through your Google or Apple account, not the Zmodo account.\nCustomer: I’m over it. I will just get a new camera system not zmode\nHuman Agent: If you want to setup the cameras on a different account, then that is a completely different thing from the subscriptions. Do you have the invoice or order information from the purchase of the cameras?\nCustomer: I’m not worried about the payments. I just want the cameras unsubscribed so I can read subscribe them.\nCustomer: I’ve had these cameras for five years. I don’t have no invoices. I’ve used your services for five years.\nHuman Agent: I think there is an issue with the language. The subscription is the payment.\nHuman Agent: Are you asking to remove the cameras from the account they are currently setup on?\nCustomer: Yes Yes, because I want to set up a new account and add the cameras to that\nHuman Agent: Okay, I apologize, that is where the confusion came in. That is separate from the subscriptions and unsubscribing a camera.\nCustomer: Can you help?\nHuman Agent: Let me take a look at the cameras, we would likely need to go with the Unbind Request process.\nCustomer: The cameras are already on my other account, but it will not let me subscribe them since they are subscribed elsewhere\nCustomer: I have 13 cameras\nHuman Agent: I assume you mean it will not let you add them to your account. As mentioned earlier, subscribing the cameras is a different thing than adding them to an account.\nCustomer: Yes \nHuman Agent: As these cameras are already bound to another account I can send an Unbind Request email. I will contact the previous account and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: It’s my old account that I cat get into \nCustomer: All I’m asking you to do is take my cameras and switch them so I can make them so I can put them on another account of mine\nHuman Agent: Yes, in order to set them up on another account, they would need to be unbound from the account they are currently on. Since you do not have access to the account directly, and do not have the invoice or order information from the purchase of the cameras, then we will have to go with the Unbind Request email.\nCustomer: Berettadriver034@gmail.com\nHuman Agent: Thank you. I am getting that Unbind Request email sent out now. Do you have any questions?\nCustomer: No I’m confused just send it \nHuman Agent: I am getting it sent now. What are you confused about? Maybe I can clear up the confusion.\nCustomer: I don’t have time right now\nCustomer: I never received any email \nHuman Agent: The Unbind Request email is sent to the email that the cameras are bound to. Did you get access to that email address again?\nCustomer: I can’t get into that account \nCustomer: Or that email \nHuman Agent: Okay, then we will need to wait for the 30 days with no response. Or you can try to gain access to the email address and then you can reply giving us permission to unbind the cameras or access the account yourself."]
["Customer: I would like a phone number to call for support\nCustomer: I want phone number to csll\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I'd be happy to help from here now, otherwise you may schedule a callback for a future time via the form below. \nCustomer: None of the options from automated service work for me\nCustomer: Agent\nHuman Agent: I'd be happy to help you here. I am an agent rather than an automated service. How can I help you?\nCustomer: I upgraded my Zmodo app, and since then have lost access to all my cameras\nHuman Agent: It sounds like you may be logged into a different account. What is the ID listed on one of your cameras so that I may locate the proper account? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: The response I get is that the cameras are on an other account. I do not have another account.\nHuman Agent: Based on that response, it sounds like you do have a second account. What is the ID listed on one of your cameras so that I may locate the proper account? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: I’m try to take a photo of if number\nHuman Agent: Okay. \nCustomer: D/static_file/a16ac21628_1_20241112103804.jpg\nHuman Agent: Thanks. It looks like this is bound to an account under a phone number where the phone number ends in 793. Is that familiar to you?\nCustomer: Yes that is my cell number\nCustomer: I am in able to access account through cel number so I use my email\nHuman Agent: Why are you unable to access your cell number account? These are two different accounts so you cannot access the other through the email account. \nCustomer: If I use cell number it say not able to verify\nCustomer: I will try now to show your response\nHuman Agent: Okay, make sure you are choosing log in with mobile number. \nCustomer: D/static_file/3dfcbdcbb9_1_20241112104247.png\nHuman Agent: That means your password is incorrect. If you're unsure of your password, you can choose the forgot password option to have a code sent to you via text message to reset the password. \nCustomer: I just logged out to get picture and logged back in with email\nHuman Agent: Okay, you'll want to use the forgot password option if you're unsure of the current password. \nCustomer: I tried that and I never receive the code\nHuman Agent: Do you mind if I try sending it to you? If you're able to get it, you'll then tell me the verification code and I'll set the password temporarily to abcd1234. \n\nCustomer: Please do\nHuman Agent: Okay, the code has been sent. \nCustomer: Ok I just got it\nHuman Agent: Okay, what is the code?\nCustomer: 113012\nHuman Agent: Okay, you may now log in using abcd1234 as the password. Once logged in you may go to the Me section, system settings, then reset password. You can enter the old password of abcd1234 and then can set whatever you would like the new password to be. \nCustomer: Ok, I will try that now\nHuman Agent: Okay. \nCustomer: Ok, thank you so much, it worked\nCustomer: Have a great day!\nCustomer: Thank you again\nHuman Agent: Wonderful, you have a great day as well!"]
["Customer: My camera says it hooked up to another account. Can’t get on an old email. Can u attach it to my new email\nCustomer: Customer support\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're working with? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: D/static_file/7b3fe9f901_1_20241101150826.jpeg\nCustomer: My camera hooked up to old email I can’t get on \nCustomer: D/static_file/b66c01ad3f_1_20241101150915.png\nCustomer: D/static_file/77dcb768cd_1_20241101150928.png\nCustomer: Can u check\nCustomer: R u there\nHuman Agent: Yes, one moment. \nCustomer: D/static_file/cda8225126_1_20241101151323.jpg\nHuman Agent: Is this the only camera you're trying to access? Also, the invoice you sent does not match the camera. \nCustomer: This one doesn’t work either\nHuman Agent: That is the same ID you gave before. \nCustomer: No\nHuman Agent: Yes, if you scroll up you will see it is a different picture, but the same ID. \nCustomer: D/static_file/bcddfb3dab_1_20241101151627.jpg\nCustomer: This one\nCustomer: I have so many that don’t work\nHuman Agent: Okay, that is a different one. Do you have the invoices from the purchase of these cameras? Your previous invoices did not match. \nCustomer: Again. Have many invoices too.  \nHuman Agent: And are these the only two you're trying to get access to or are there any others? \n\nHuman Agent: Okay, can you send the invoice from the purchases of these two you're wanting unbound? I cannot use invoices from other devices. \nCustomer: D/static_file/70450e5481_1_20241101152148.png\nCustomer: This one?\nCustomer: Can u match this invoice to any of those cameras\nCustomer: Not sure which invoice matches cameras have many camerad\nHuman Agent: No, it does not match either camera. I'll send an unbind request instead in that case to the current account email. They will have 30 days to reply. If they reply and approve or do not reply within 30 days, the cameras will be unbound. If they reply and deny the request, we would not be able to proceed. In either case I can follow up with you once the process finishes. Is Mbscs2024@gmail.com good to reach you on? And are there any other cameras you're trying to access from that account or any other?\nCustomer: Yes\nCustomer: D/static_file/d4a9ee9ba8_1_20241101152752.png\nCustomer: D/static_file/c49fccc22e_1_20241101152929.jpg\nHuman Agent: Were you needing help setting up these two cameras? Also, regarding the unbind requests, were there any other cameras on that account or any other account you were trying to access?\nHuman Agent: These two you sent are on your account and I can certainly help with setup there, but an unbind request would not be needed for them. I just want to make sure you don't need access to any others before I send the request. \nCustomer: Ok \nHuman Agent: So were there any others from other accounts you wanted access to before I send the request?"]
["Customer: Agent\nCustomer: Hello I’m having problems clipping a video because it’s says failure \nHuman Agent: If you are trying to download a clip, then you will want to check the app permissions and make sure it has permission to use your phone's photos or files. Also, make sure that your phone has space to download the clip.\nCustomer: I just called apple and everything was good \nCustomer: They told me to contact you\nCustomer: I downloaded all the time but this is the first time it says failure \nHuman Agent: Okay, well lets check the app permissions in your phone settings. You will want to go to Settings and then scroll down to the app settings and find where the Zmodo app is listed there. There will be a list of permissions there that we will want to check.\nCustomer: I have a iPhone I don’t see app setting but I’m under settings \nCustomer: I see Zmodo app\nHuman Agent: At the bottom of your iPhone settings should be a list of the apps on your devices. Tap on Zmodo and then tap on Photos. What is the permission that is set there?\nCustomer: Full access \nHuman Agent: Good. Lets go back to the Zmodo app and look at the event that you are trying to download. What is the date and time of the event?\nHuman Agent: And if you tap on the event, does it let you watch the event?\nCustomer: Yes\nHuman Agent: Okay, lets go to the app and do that now. Can you tell me the date and time of the event? And then can you tap on it and make sure that it plays now?\nCustomer: 10:39\nCustomer: And it plays \nHuman Agent: What is the date of the event?\nCustomer: Today \nHuman Agent: Alright, good. So then you may want to try uninstalling and reinstalling the app. You can also try restarting the phone that you are using. \nCustomer: Hello\nCustomer: It’s not working \nCustomer: I deleted and then reinstalled the app turned phone off \nCustomer: Agent \nHuman Agent: Alright, then you will want to chekc your phone's storage and make sure that there is space available for the clip to download.\nHuman Agent: You can also try using another phone or tablet. Or you can log in to the web app at user.zmodo.com on a computer to download the clip.\nCustomer: I have playoff storage I already checked \nCustomer: Plenty \nHuman Agent: You can also try using another phone or tablet. Or you can log in to the web app at user.zmodo.com on a computer to download the clip.\nCustomer: It won’t let me download my clip\nHuman Agent: Yes, I understand the app on the phone is not letting you download the clip. You can also try using another phone or tablet. Or you can log in to the web app at user.zmodo.com on a computer to download the clip.\nCustomer: It only show the page to buy space\nCustomer: I’m on my computer \nHuman Agent: Okay, on your computer, there will be tabs on the left side. You can tap on the second tab that looks like a piece of paper and looks just like the Events tab does in the app. That will take you to Events in the web app.\nCustomer: I'm not able to get into nothing but for support or to buy space\nHuman Agent: It just shows the Cloud page? Or is it showing cameras that you can buy?\nCustomer: I’m back on my phone it won’t let me login in\nHuman Agent: Okay, if you are logged in to the web app on your phone, then it will show you the mobile version of the website, so you will need to request the desktop version of the website.\nCustomer: Hello agent\nCustomer: Why I just can’t use my phone to clip a video \nCustomer: I don’t have time to be using all these gadgets \nHuman Agent: We have been troubleshooting it and the app is failing when you try to download the clip. That is why I suggested trying a different phone or tablet. Or using a computer and going to the web app.\nCustomer: When u go into the app it says not available \nHuman Agent: You mean when you try to download the clip from the mobile app on your phone? You said it gives you a message that says \"Failure\". What says \"Not Available\"?\nCustomer: I just used my phone and that web page you gave me is for to purchase a premium or platinum \nHuman Agent: Yes, as I mentioned earlier, if you are on your phone, it will give you the mobile version of the website. You would need to request the desktop version. There would be different methods to get to that depending on which web browser you are using on your phone.\nCustomer: I'm on my other phone and I'm using Google \nCustomer: This phone only has google\nHuman Agent: Okay, so there should be a settings button, it may look like three dots or something similar. You can tap on that and request the desktop site.\nCustomer: I’m back on my iPhone \nCustomer: I on it now\nHuman Agent: Okay, lets stick with one device. Can you go to user.zmodo.com and log in to the web app on your iPhone then?\nCustomer: Ok\nCustomer: Ok\nCustomer: Where do you want me to go to google \nHuman Agent: Are you logged in to the web app at user.zmodo.com right now? Do you see the Cloud page?\nCustomer: I’m going to stay on my iPhone because I don’t no how to use the the android phone that well\nCustomer: I went to google and can’t get through \nHuman Agent: Okay, so on your iPhone, did you go to user.zmodo.com? What do you see when you type that in to your web browser?\nCustomer: Yes on both phones and it only shows premium or platinum to order page \nHuman Agent: Okay, so there should be a settings button, it may look like three dots or something similar. You can tap on that and request the desktop site.\nHuman Agent: Are you still using Google Chrome on your iPhone? Or are you using a different web browser?\nCustomer: On that page \nCustomer: Google \nCustomer: On my iPhone and other phone\nHuman Agent: Do you see the desktop site option? \nCustomer: What do you mean about desktop options \nCustomer: In my iPhone \nCustomer: On my iPhone \nHuman Agent: You wont be able to do the back up via the iphone on the website. \nCustomer: I’m going back on my computer \nHuman Agent: Okay \nCustomer: I’m on my computer now what you want me to do \nHuman Agent: Please go to the web app at user.zmodo.com sign in with your account. Select the device then at the bottom you should see the time line. \nCustomer: Type in what I see login in\nHuman Agent: Let me know once you are signed in. \nCustomer: Ok I’m in\nCustomer: How do o go back to my clip to download \nHuman Agent: On the timeline navigate to the time you want to back up then click the scissors icon on the right side above the timeline. \nCustomer: Hello agent \nCustomer: I have to leave are you there \nHuman Agent: Yes I am here did you see my message \nCustomer: I selected the the one I want but how do I send it to my iPhone photo \nHuman Agent: After you download the computer, you can email the file or store in your drive. \nCustomer: How do I store it in. My photos \nCustomer: I use to download plot to my album \nCustomer: Clips to my album I meant to say \nHuman Agent: After you email it or store it in your drive you can download it on your phone and save it to your photos\nCustomer: I don’t no how to do that \nCustomer: Please tell me what to do because I been doing this for a hour now \nHuman Agent: Have you downloaded the clip on the computer? \nCustomer: Yes but where did it go\nHuman Agent: It goes to your downloads folder on the computer or if you have another folder set up it would go there. \nCustomer: I have no idea where my folders are I’m new to this \nHuman Agent: is it a windows or Mac computer? \nCustomer: Chromebook \nCustomer: Ok\nHuman Agent: It looks like you would be looking for a files app. https://support.google.com/chromebook/answer/1700055?hl=en\nCustomer: i found yjrapp\nHuman Agent: Okay \nCustomer: Apps I’m looking for files\nCustomer: No I don’t see files \nHuman Agent: perhaps see if you can do a search. I am limited in what I can help with on the PC \nCustomer: Can just help me use my iPhone to download my clips like I been doing \nCustomer: It’s saying failure when I download it\nHuman Agent: On the iphone? \nHuman Agent: Make sure you have the photos permission enabled. \nCustomer: It says full \nCustomer: Access \nHuman Agent: Okay please ensure you have space on the phone. If that still fails you can try to uninstall and reinstall the app. \nCustomer: Yes\nCustomer: If you can’t help me I’m going to buy another camera from a different company \nCustomer: I already installed and did install the app tolurned my phone off and on but I’ll do it again \nHuman Agent: Okay then please send me a picture of the message you get when you try to make a clip. \nCustomer: When I download the clip a flash comes on the screen while the clip is downloading and says failure \nHuman Agent: How much storage is available on your phone storage?\nCustomer: Hello \nHuman Agent: How much storage is available on your phone storage?\n\nCustomer: Alot\nCustomer: O just brought more today\nCustomer: I\nHuman Agent: Can you send me a picture of the iphone storage page? \nCustomer: Yes \nCustomer: I told you I have plenty of storage \nCustomer: I spoke to Apple and we shared my screen and checked the permissions and the storage \nHuman Agent: Are you able to send that picture? As the main reasons for the failure message are permission issues or storage issues. I have asked for images of both but you have not send them.  You can also try our partner app meShare, just sign in with the same account as Zmodo. \nCustomer: I’m on hold with them now can you please wsit\nCustomer: I tried to take a picture but it flash to quick \nHuman Agent: The storage page is a stationary page, it wouldnt flash."]
["Customer: Agent\nCustomer: The last zdm number is 17A817207527\nHuman Agent: How can I assist you with that camera?\nCustomer: Need it out of the account into the new account.  You just did 3 for me \nHuman Agent: Okay, do you have any other cameras you will need unbound?\nCustomer: Can it be changed \nCustomer: No \nHuman Agent: Okay, because the account you are currently contacting us from is the same as the contact email on the account that the camera is setup on, I was able to unbind the camera from that account. You can now setup the camera on a new account.\nCustomer: Thanks \nHuman Agent: You're welcome."]
["Customer: hi, do you speak spanish?\nCustomer: asssor\nCustomer: i buyed an ip camera but this says that is vinculated to an account \nCustomer: how can i contact customer support?\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ok give me 1 minute\nCustomer: fcc id: zk8- ixa05-wc\nHuman Agent: I need the Device ID, not the FCC ID. It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: under the bar code is zcs000121130509c0144\nHuman Agent: What other information do you have on the device? Could you send a picture of the information?\nCustomer: yes, give me a moment\nCustomer: D/static_file/167985e70c_1_20240924162145.jpg\nHuman Agent: Do you have an invoice or order information from the purchase of the camera?\nHuman Agent: This is also an older camera that looks like it is no longer supported. So it would likely not work with the app.\nCustomer: i lost the invoice, i buyed that camera 2 years ago but i need use that in my house and it say this is vinculated to an account, but i never use that camera is the fist time, i have all, the box, base, camera, manual, cable etc\nHuman Agent: As this camera is already bound to another account. We can contact the previous owner and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will contact you. What is the best email to reach you?"]
["Customer: Need help \nCustomer: Need to talk to a real person \nCustomer: Agent \nHuman Agent: How can I assist you?\nCustomer: I have eye problems and my background has turned from black with white letters to white with black letters and I have my phone set up for that but my cameras won't do it \nHuman Agent: If you are talking about how your app displays, you can check the Dark Mode or Light Mode setting in your phone settings.\nCustomer: I have it set up that way. My Facebook does it right and everything else too except my cameras. I tried to reset my other phone and now I can't get it back on my other phone. I'M having trouble installing it back on\nHuman Agent: Can you check the Display settings on your phone? Can you also send a screenshot of the app so that I can see exactly what it is that you are talking about?\nCustomer: D/static_file/ae4947ce47_1_20250108151309.heic\nCustomer: D/static_file/14e698e499_1_20250108151412.heic\nCustomer: D/static_file/bb3ff743b7_1_20250108151527.jpg\nCustomer: D/static_file/fbfd7c49bd_1_20250108151737.jpg\nHuman Agent: Okay, that last picture came through. It looks like the first two you tried to send did not come through. What do you see when you check your Display settings? Do you have a Dark Mode setting? You may also want to try the Zmodo app instead of the Smartz Eaze app.\nCustomer: D/static_file/b0d067d390_1_20250108151850.jpg\nHuman Agent: I would recommend trying the Zmodo app, as well. You said it happened when resetting so it may have been that you were using the Zmodo app before and not the Smartz Eaze app.\nCustomer: It happened before I tried resetting on one phone so I went to the other phone and it was fine so I went back to the old phone and uninstalled it. And then on the next day my second phone went to white with black letters \nCustomer: Is there any way that you can call me I'm old school. I'm not good at texting \nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Troubleshooting\nCustomer: I need to speak to someone in the technical support department. Is there a specific number to call for this?\nCustomer: -1\nHuman Agent: How can I assist you?\nCustomer: I need to get in touch with the technical support department, but can't find a number to call for it.\nHuman Agent: There is not a phone number to call. You have contacted technical support. How can I assist you?\nCustomer: Ok I probably should have phrased that better, than. I need to speak to someone with advanced knowledge in technical support. A Level 2 or higher. Is that you, or are you entry-level tech support?\nCustomer: I'm having issues with timeouts and the last time I spoke to entry-level tech, they couldn't help.\nHuman Agent: There is just one level of technical support. Can you please give me details about your issue so that I can assist you?\nCustomer: The cameras timeout after a VERY short period. Sometimes less than a minute.\nCustomer: I cannot find a setting to extend the timeout option.\nHuman Agent: Are you viewing the cameras on the web app? Because there is not a setting to extend the timeout option in the web app.\nCustomer: The issue is when viewing on desktop/web, not in the app.\nCustomer: By definition, if the app times out there has to be a setting to determine when that happens... Do you mean it's not accessible in the GUI or that there is no setting to determine when a timeout happens??? \nHuman Agent: There is not a timeout setting to adjust to extend it when viewing from the web app.\nHuman Agent: I mean there is not a setting that you can change to change when it times out. It is also not a setting that we can change on our end here.\nCustomer: So is it an issue in the kernel code? There has to be a way to prevent timeouts.\nCustomer: This is literally a defective product if it times out and you don't have a setting even tech can fix...\nHuman Agent: The web app is secondary to the mobile app. The majority of use is in the mobile app and the mobile app has more features. The web app will eventually time out after a period of time. It has been like that for years. The web app is not primarily designed for continuous viewing.\nCustomer: Right, but that is the primary method I and many other folks I talk to use the system. The mobile app is not always convenient.\nCustomer: So how can the timeout on web be avoided?\nHuman Agent: As mentioned earlier, there is nothing to change to avoid or lengthen the timeout period.\nCustomer: See, this is why I need to speak to the next level of tech support.\nCustomer: I am tech support for HP computers and know for a fact there is more than one level of tech at any information-based company. Whether you are willing to let me speak to them or not is the real issue...\nHuman Agent: There is not a next level of technical support and there is not a way to change that on the web app. I can escalate you to a supervisor, but they are technically the same level of support and they will likely just tell you the same thing.\nCustomer: Thanks for not helping, \"Grant\".\nCustomer: Please for your own benefit, stop assuming customers are stupid or do not know how things work.\nHuman Agent: I am sorry that was not helpful. I did not assume you are stupid or do not know how things work. I just told you there is no way for you or us to change the timeout on the web app. And my name is Grant, so you do not need to put it in quotation marks.\nHuman Agent: Do you want me to see if a supervisor is available to speak with you?"]
["Customer: Set up\nCustomer: Trying to set up cameras, but it only let me link one\nCustomer: For some reason, It only let me subscribe to 1 camera and it won't let me get the other ones on there\nCustomer: The cameras are not linked to anything else. And I followed all the steps, and it's still or not. Let me get them on it. Says that there connected to wi fi they get a solid blue light and it won't let me add them even after I go to add\nCustomer: -1\nCustomer: 1\nCustomer: Still not working\nCustomer: It seems like since I subscribe 1 camera instead of all three of them now, it won't let me add the other two cameras to my subscription so they will not come on for some reason\nCustomer: What's customer supports number\nCustomer: So you can contact 4 me, or what\nCustomer: I purchased 3 cameras. I connected one of them and subscribed to1 camera and i'm trying to add the other 2 my subscription \nCustomer: But for some reason, it won't let me add the other to my subscription\nCustomer: Okay thank you\nCustomer: I also have another subscription to zmodo cameras and I'm still paying on them, but those cameras no longer work, so I purchased these other 3\nCustomer: Are you still there \nCustomer: Yes i'm available\nCustomer: ?\nCustomer: -1\nCustomer: Hello, is there any way I can get some help?\nCustomer: I apologize.I was trying to mess with these cameras\nCustomer: Is there a number I can call\nCustomer: ?\nCustomer: Yes, i'm here.I'm just trying to mess with these cameras, and if it doesn't seem to be working\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What are the IDs of the cameras you're trying to set up?\nCustomer: ZK8-BFS23NM ZK8-BF23NM\nHuman Agent: That does not seem to be the ID. The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: D/static_file/d79fde4060_1_20241104104552.jpg\nHuman Agent: Thank you, one moment as I look these up. \nHuman Agent: These two are already bound to other accounts, one starting with za which is at gmail.com and the other starting with 92 and is also at gmail.com, are those accounts familiar to you?\nCustomer: You're welcome.Is there any way you can let me know if I have another Zmodo account\nCustomer: I had another set of cameras before these ones\nCustomer: I try to connect them to that account. And it said that they were connected to another account. I bought them off of Amazon. I have one of the three cameras set up of the new ones\nCustomer: My old zmodo camera's no longer work\nHuman Agent: They are on the two emails I provided hints for. Would you be able to provide the amazon invoices from the purchase of these two cameras?\nCustomer: Yes, I bought him in a three pack\nCustomer: Them \nCustomer: Let me go to my amazon account.Real quick\nHuman Agent: Okay, please send a screenshot of the Amazon order details for the order. \nCustomer: Yes sir\nCustomer: D/static_file/334eb3e2ef_1_20241104105447.jpg\nCustomer: I purchased 'em in June 8 2024\nHuman Agent: That is a listing to buy devices rather than your order details. We would need to check the order details to make sure the order matches. \nHuman Agent: You can find that in your past orders. \nCustomer: Okay let me check\nCustomer: D/static_file/f25f7e9ceb_1_20241104105619.jpg\nHuman Agent: Thank you. One moment as I check the details. \nCustomer: Okay thank you \nCustomer: D/static_file/20a73d92ab_1_20241104105859.jpg\nCustomer: I think I messed up when I was setting up the cameras\nHuman Agent: Unfortunately I cannot confirm these match so I will need to send an unbind request. I will reach out to the previous owner to request permission to unbind the device. They will have 30 days to reply. If they reply and approve or if 30 days passes with no reply, the device will be unbound. If they reply and deny the request, we would not be able to proceed. In either case I'll follow up with you once the process has finished. Is frankchacon1982@gmail.com good to reach you on?\nCustomer: Yes, that's a good contact to reach me so what did I do buy used cameras\nCustomer: D/static_file/e4e7fcee76_1_20241104110144.jpg\nHuman Agent: The cameras you noted are already bound to other emails which is the only direct information I have on them. \nCustomer: 🤦🏽‍♂️ so basically I got scammed \nHuman Agent: I do not know details of your purchase, just that they are bound to other accounts. \nCustomer: D/static_file/9c7ab0559a_1_20241104110516.jpg\nCustomer: I just seen that sticker and looked it up\nHuman Agent: Okay, at least on the order details you sent, I did not see note of that listed. \nCustomer: It says it on the front of the box that I sent you\nHuman Agent: Does it show it anywhere on your order details?"]
["Customer: My wifi is 5ghz & was working before. Not i get a msg that says 5ghz is not supported? \nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Most Zmodo wifi cameras are not compatible with 5GHz wifi for setup.\n\nPlease provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\n\nCustomer: Zmd18fl\nCustomer: Mode: zh-ixy2j\nHuman Agent: There should be more letters/numbers on the ID starting with ZMD\nCustomer: So now im stuck w/ 2 older devices that wont connect? Is there a trade-in credit? \nHuman Agent: First please let me know the entire device ID starting with ZMD.  Then I can check what setup method your camera uses.\nHuman Agent: We do not have a trade-in program\nCustomer: ZMD18FLIG508417\nHuman Agent: ZMD18FLIG508417 shows online\nHuman Agent: its connected to a phone number account ending in 720\nHuman Agent: If you are logged into the app with your email log out then login with your phone number instead\nCustomer: And ZMD12BK45234244\nCustomer: Ok, shall try that\nHuman Agent: ZMD12BK45234244 is offline but it is also connected to the phone number account endign in 720. \n\nWhat color is the indicator light on ZMD12BK45234244?  and is the light blinking or solid?"]
["Customer: The live camera view is not available on our new iPads. The iPads are using IOS 18.1.1\nWe can see the live view on our phones and older ipad\nCustomer: -1\nCustomer: We tried the suggestions earlier. That did not reestablish the live view.\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Can I speak with a customer care agent\nCustomer: Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. On your tablet can you go to the Me section of the app and make sure you are logged into the same account as your phone, in the me section it should show the email meuler1@comcast.net, if it does not then that means you are not in the correct account and would want to log into the account with the email meuler1@comcast.net on the tablet\nCustomer: Thanks…the correct email is showing.\nHuman Agent: Okay can you take a screenshot or a picture of what it shows in the Me section on the tablet and also what it shows on the phone in that Me section for the phone as well.\nCustomer: D/static_file/709f46bffd_1_20241217100254.png\nCustomer: D/static_file/a285fb08de_1_20241217100356.jpg\nHuman Agent: Okay,  it does look like this issue is with the app version, the version on the tablet is older then the phone and seems to be why you are having viewing trouble unfortunately. You would have to get a newer IOS or android tablet in order to view the cameras properly with the app.\nCustomer: The iPads are new. Do we need to try to reinstall the app again. The live view is working on an iPhone 8\nHuman Agent: You can try that, but if it still doesnt work then its a tablet issue still.\nCustomer: I’m still confused about that. We will try deleting and reinstalling the app. \nCustomer: This is strange. We will try that. I responded to this thread on my phone but it does not show here on the ipad"]
["Customer: Troubleshooting\nCustomer: I need help resetting my cameras\nCustomer: I need to add them to a new account\nCustomer: How do I do that without having access to the old account \nCustomer: I don't have any of the info to sign in\nCustomer: I don't know the email or phone number\nHuman Agent: Hi my name is Wendy.  Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: Zmd17l6ih800263\nHuman Agent: ZMD17L6IH800263 is connected to tr----@aol.com\nHuman Agent: Do you have access to this other email account?\nCustomer: No \nHuman Agent: If you attach a copy of your receipt for the camera I should be able to unbind it for you so it can be setup to a different account.\nCustomer: I bought the cameras from someone (5 of them) they said they deleted them and reset them but it keeps saying there connected to another account \nHuman Agent: You could contact them and ask them to delete the cameras from their account then you would be able to set them up to your own account.\nCustomer: I have no way of contacting them \nHuman Agent: If you do not have contact with them, Please let me know the device IDs on the 5 cameras.  I can contact the previous account on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous account. If the request is denied then I would need the original invoice for anything further.\n\nCustomer: Ok\nHuman Agent: What are the device IDs on all 5 cameras?\nCustomer: Zmd16eqi7521433\nZmd16eqi7521423\nZmd17l7ih800053\nZmd17l7ih800263\nZmd12kg8300011\nHuman Agent: Zmd12kg8300011 may have a typo\nHuman Agent: Either a typo or the camera hasn't been setup before. Could you please type out the ID again?\nCustomer: Zmd12kg83000011\nHuman Agent: ZMD12KG83000011 is unbound so you can set this one up using Zink setup.  I will send out the unbind message for the other 4 though.\nCustomer: Thank you\nHuman Agent: You're welcome\nCustomer: Will you email me to let me know?\nHuman Agent: Yes.  I will send you an email to hollijustin1994@gmail.com after the 4 cameras have been unbound\nCustomer: Ok thank you \nHuman Agent: Please keep the 4 cameras unplugged from power until they can be unbound\nCustomer: Ok\nCustomer: Yes I'm here"]
["Customer: Troubleshooting\nCustomer: I tried adding a new camera to my existing account.  It had me sign in but couldn’t because it had me change my password. Now I’ve lost all my cameras. Please help.  \nCustomer: How to contact support? Phone #\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: Hi Kyle. Here is fine\nHuman Agent: Okay, are you able to send me a picture of the cameras sticker where it shows the Model number and the ID number? \nCustomer: I have a dozen cameras is 3 different locations with 3 different WiFis. My wife and I have been able to access all these cameras. However, I tried to add a camera to one location and it had me sign in but couldn’t because it had me change my password. I did that and when I logged in, all my cameras were gone and I cannot add them back. My wife still has full access. Please help. Thx \nHuman Agent: It soudns like your wife is not logged into the same accoutn as youa re, are you able to check to see what she logged in with then try to log in?\nCustomer: She’s asking ok but how to do it. \nCustomer: I have her phone now \nHuman Agent: You would have her go to the Me section to see what she is logged in with there\nCustomer: Yes, our WiFi just went out\nHuman Agent: Okay, has the router booted up again or? if there's an issue with the network then you would would to solve that first before working on the cameras at this location.\nCustomer: It was just restored. I’m back\nHuman Agent: Okay, did you check the Me section to see what account your wife was logged into?\nCustomer: My wife is here with her phone and is in the “me” section. How do we see her info?\nCustomer: Only see how to log out, etc. \nHuman Agent: in the Me section it should show what she's logged in with, an email or a phone number, that's what you would want to try logging  in with as well. \nCustomer: Yes, in my phone #\nCustomer: 716 440-5552\nHuman Agent: Okay, that's what the account is under and was made with not an email. On your phone log out and logging with that phone number account instead\nCustomer: Ok\nHuman Agent: Let me know if you have any trouble."]
["Customer: Troubleshooting\nCustomer: Unbound device \nCustomer: I want to add a device to my account but I cannot because it's bound to another account\nCustomer: I thought this was customer support\nCustomer: Okay \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will first need to look up all the devices to see  what kind of account theya re bound to, can you send me the Model and ID number of them? the ID will start with ZMD\nCustomer: Okay \nHuman Agent: Okay\nCustomer: ZMD13HFE6208493 \nTHIS IS 1 OF 3\nCustomer: ZMD13HFE6209966\nCustomer: ZMD13HFE2611117\nCustomer: That's it\nHuman Agent: Okay let me look up these devices, one moment.\nCustomer: 👍🏿\nHuman Agent: Looks like these are wired cameras, do you also have an NVR these are plugged into or work with?\nCustomer: Yes\nCustomer: ?\nHuman Agent: Can yous end me the ID of the NVR as well.\nCustomer: 15FX58CK000799J\nHuman Agent: Okay I found all the devices, they are tied to an account that was created with an email. I just sent an unbind request to the email and it bounced back which means the email no longer exists, normally we would wait for a response but because it did bounce back I can unbind the devices now which will allow you to add them to a new account, one moment while I unbind those. \nHuman Agent: I unbound all the devices sucessfully, you can now add them to another account if you wish.\nCustomer: Thank you\nHuman Agent: No problem have a good night."]
["Customer: Troubleshooting\nCustomer: For my password is no longer working and I need to reset it\nCustomer: I can’t seem to find that on my Zmodo app because I’m not signed in\nCustomer: I am using an iPhone\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If you are not logged in you can still click forgot password in the login area. \nCustomer: I just follow those instructions to reset password, but I’m not getting a code in my Gmail app\nHuman Agent: Youa re currently logged into an account while contacting us though, if this is not the account you are wanting to reset the password for you can log out and choose forgot password. Sometimes the code can go to Spam\nCustomer: OK, I’m signed in with my new password. Thank you.\nHuman Agent: Fantastic, thank you as well, have a good night\nCustomer: My zmodo account is comprised"]
["Customer: How can I see how many people are logged into our account?\nCustomer: How can I see if anyone else has logged into my account?\nCustomer: Can I see who the cameras have been shared with?\nCustomer: -1\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: How can I see if there are other users logged into my account?\nCustomer: Can more than one person log into an account?\nCustomer: 1\nCustomer: How do I know how many users are logged in?\nHuman Agent: You can log in to an account on more than one device. You would need the email address and password for the account in order to log in. So you would have needed to give the email address and password to someone else in order for them to log in to your account.\nHuman Agent: If you want to log out other devices from your account, then you can reset the password to the account. You can do that from the login screen on the app or from the web app https://user.zmodo.com/changepwd\nCustomer: Well, let’s just say hypothetically speaking there is a user on the account that I did not give this information to. Is there still a way to verify how many users are on the account?\nCustomer: On my other camera system, I noticed that there is an unauthorized user on the account and I wanna make sure that this account has not been compromised as well\nHuman Agent: There is not a way to see the number of devices logged in to the account. If you want to log out other devices from your account, then you can reset the password to the account. You can do that from the login screen on the app or from the web app https://user.zmodo.com/changepwd"]
["Customer: Set up\nHuman Agent: Hi my name is Wendy.\nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\nCustomer: Zmd19a4ih519809\nHuman Agent: ZMD19A4IH519809 shows online, its connected to a different email ro----@gmail.com\nHuman Agent: Do you have access to this other account?\nCustomer: Yes it is my husbands\nCustomer: We are having trouble connecting to one of the cameras we use outdoors and I am unable to connect to only one of them"]
["Customer: Set up\nCustomer: Need to delete my camera from other email account\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: I don't got OR CODE\nCustomer: 1\nCustomer: Need further assistance \nCustomer: Agent\nCustomer: Ok\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I ca no longer c the numbers\nHuman Agent: What light do you see on the camera?\nCustomer: Blue\nHuman Agent: If the light is solid blue, then you can try searching for the camera with a LAN Search in your app to try to get the Device ID of the camera.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the meShare app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: It'd not ceaching my wifi\nHuman Agent: What do you see when you do the LAN Search?\nCustomer: Nothing\nHuman Agent: There is nothing at all on the app? It does not say anything?\nCustomer: Nope \nHuman Agent: There should be something on the screen. Can you tell me what it says on the screen? Or can you send a screenshot?\nCustomer: D/static_file/357df77e7f_1_20250113174138.jpg\nHuman Agent: Alright, thank you. So it shows no devices found and search again. Are you there with the camera right now?\nCustomer: Yes\nCustomer: It's still blue\nHuman Agent: Okay, you can try unplugging the camera and plugging it back in. Then try the LAN Search again and tap on Search Again a few times.\nHuman Agent: And you cannot see the camera on your account, correct?\nCustomer: It says ZMD26JVI9202709\nHuman Agent: Thank you. Let me take a look.\nCustomer: It says it's connected to another account but I no lo get got that account email\nCustomer: I got the evanevalyn78@gmail.com \nHuman Agent: That camera is setup on a @gmail.com email address and the first two characters are \"gu\". You are not able to receive emails at that email address?\nCustomer: Gutierrez  and I forgot ther rest\nHuman Agent: Do you have the invoice or order information from the purchase of the camera?\nCustomer: Nope it's an old camera\nHuman Agent: I want to let you know that the Live Chat support will close in 10 minutes. If we run out of time, then I will send you an invitation to schedule a callback.\nCustomer: Ok\nHuman Agent: As this camera is already bound to another account I can contact the previous account and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: Ok it's evanevalyn78@gmail.com \nHuman Agent: Thank you. I have sent the Unbind Request email. Do you have any questions?\nCustomer: Yes would it work if I had a qt code of the last one they send me\nCustomer: Or it'll still sat it's connected to a different account?\nCustomer: So I can try that later\nHuman Agent: The camera needs to be removed from the account before you can set it up on another account.\nCustomer: Ok then I'll wait for the response \nCustomer: Thanks\nHuman Agent: You're welcome."]
["Customer: Hola \nCustomer: Spanish \nCustomer: Agent \nCustomer: Spanish \nHuman Agent: ¿Cómo puedo ayudarte?\nCustomer: Hola buenos Dias \nCustomer: El dia de Ayer instale unas camaras pero quiero saber si puedo tener una cuenta solo para las nuevas camaras Que no queden con la\nCuenta Que ya tengo\nCustomer: Ya Que son en una casa deferente a la donde vivo \nHuman Agent: Puede configurar las cámaras en otra cuenta. Puede eliminar las cámaras de su cuenta y luego configurar la cámara en una cuenta diferente.\nCustomer: Y como lo puedo hacer\nCustomer: Que pasos debe seguir \nHuman Agent: Puede tocar el video en vivo de la cámara y luego tocar el ícono de ajustes en la esquina superior derecha. Toca los tres puntos en la esquina superior derecha. Luego toque \"Eliminar dispositivo\" o \"Eliminar dispositivo\" en la parte inferior.\nHuman Agent: Luego, deberá iniciar sesión con la cuenta en la que desea configurar las cámaras y realizar una búsqueda LAN en la aplicación. \n\nAsegúrese de que su teléfono esté conectado a la misma red Wi-Fi que la cámara.\nAbra la aplicación y toque el signo más (+) en la esquina superior derecha.\nEn la parte inferior de la pantalla debería decir \"¿La cámara con cable o la cámara WiFi ya están en azul fijo? Toca aquí para agregarla\". Toque allí y luego la aplicación debería permitirle realizar una búsqueda en su red.\nToque el signo más al lado del dispositivo cuando lo encuentre. La aplicación le pedirá que nombre la cámara, establezca una contraseña opcional y se asegure de que la zona horaria sea correcta.\nCustomer: ESO lo hago desde la applicacion\nHuman Agent: Sí, eso lo haces en la aplicación.\nCustomer: Debo colocar informacion nueva para Que queden aparte de la cuenta que ya tengo\nHuman Agent: Si desea conectar las cámaras a una cuenta diferente, deberá iniciar sesión en la cuenta a la que desea conectar las cámaras para poder conectarlas a esa cuenta.\nCustomer: Bueno gracias y Necesito MAs ayuda me comunico de Nuevo \nCustomer: Buen dia \nHuman Agent: De nada."]
["Customer: Can I reset a zmodo camera if it says connected to another account \nCustomer: It came with my house and I have no way to contact the previous owner\nCustomer: Need assistance with my cameras \nCustomer: Green\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID listed on the camera? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \nCustomer: Zp-1bh23-w\nHuman Agent: The ID would not have any dashes and should start with ZMD. \nCustomer: Zmd16eqi7519760\nHuman Agent: Thanks. Is this the only camera or are there others as well?\nCustomer: One more\nZmd16eqi7520554\nHuman Agent: Okay, thank you. I will have to reach out to the previous owner and request permission to unbind them. If they reply and approve of the unbind or do not reply within 30 days, the cameras will be unbound. If they reply and deny the request, we would not be able to proceed. In either case I can follow up with you once the process has finished. Is mfisher1981@gmail.com good to reach you on at that point?\nCustomer: Yes it is. Thank you\nHuman Agent: Okay, no problem. I've sent the request and will follow up with you via email once the process has finished. Our email will come from support@zmodo.com. Is there anything else I can help you with in the meantime? \nCustomer: Nope. Thanks\nHuman Agent: Okay, have a good rest of your day!\nCustomer: You as well"]
["Customer: ON my Funlux ZP-NJ18-S NVR how oten do they detect motion\nCustomer: What is the time frame between detecting motions?.\nCustomer: Agent\nCustomer: I have a Funlux ZP-NJ18-S NVR and I would like to know the timeframe between motion detectionS?\nHuman Agent: Hello, you've reached customer care, my name is Kylie, when the camera detects motion it will trigger the camera which if its communicating with the NVR will then start the recording. \nHuman Agent: For notifications, it will notify for the first motion, then if another motion occures after 20 minutes it will send another notification or it will send a notification after the 3rd instance is motion if its sooner then 20 minutes. \nCustomer: Right now I can not get to trigger again\nHuman Agent: if you are causing motion Infront of the camera it will trigger the camera, if there is not enough motion it can sometimes not trigger the camera to record. \nCustomer: How to I get it to alarm when motiom has been detected\nCustomer: yes"]
["Customer: Set up\nCustomer: Trying to change my Internet to a new provider\nCustomer: Says that camera is already on another account but I already deleted \nCustomer: I logged in. It is not located there anymore\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device, can you send me the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid."]
["Customer: Set up\nCustomer: My device is connected to another account \nCustomer: Customer support \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD14FRDA293712\nHuman Agent: Have you setup this camera before? Or did you recently purchase or receive the camera used?\nCustomer: Received used\nHuman Agent: Is that the only camera that you have?\nCustomer: Yes\nHuman Agent: Do you have an invoice or order information from your purchase of the camera?\nCustomer: No it was given to me by a friend \nHuman Agent: As this camera is already bound to another account I can contact the previous account and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: mirandaisme95@gmail.com\nHuman Agent: Thank you. I have sent the Unbind Request to the account the camera is setup on currently. Do you have any questions?\nCustomer: No questions. Thank you.\nHuman Agent: You're welcome."]
["Customer: I cannot connect. My came ras to the original account it was wiped out when I tried to install a new camera and I could not access my account after that\nCustomer: That's been attempted a number of times it will not accept the camera. It says it's in an original account and I cannot create or get into the original account\nCustomer: I have attempted this a number of times but I cannot speak to anybody directly. How do I reach them?\nCustomer: Agent\nCustomer: I am waiting\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: Zmd13bdd9001752\nHuman Agent: This camera is linked to a phone number ending in 904, do you have access to this account? \nCustomer: Yes\nHuman Agent: Okay, you want to sign into that account. \nCustomer: Yes but how do I do that? I'll lose you\nHuman Agent: Do you have another phone or tablet you can try to sign in with. \nCustomer: My problem is when I go to it doesn't take me there. It appears tod the account was wiped out when I loaded a new camera and upgraded to the new smart ease app. That's when the problem started. All of my cameras disappeared. Cannot enter into that account. Cannot create a new account due to the fact that the cameras. When I go to reload them it tells me they're on a different account. I'm on a circle that just keeps going around.\n\nHuman Agent: No need to create an account you just want to sign in with the phone number on the sign in page.\nCustomer: If I try to go backwards on my phone you're gone. If it doesn't take with the phone number, what do I do then start all over?\nHuman Agent: On the Smartz app tap on account then logout \nCustomer: Understand that I never attempted to start a new account. It took my original account and did not provide me access\nHuman Agent: This account with the email dgurgone@aol.com was created in 2023 and the phone number account ending in 904 was created in 2017. They are 2 different account. You need to sign into the phone number account not the email account"]
["Customer: live agent\nHuman Agent: How can I assist you?\nCustomer: i lost the email address that is connected to the cameras how can i create a new account and add cameras to that \nHuman Agent: You would create a new account in your app, but if the cameras are still connected to another account, then they would need to be removed from that account first. \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Hello i cant create my account is there anoche way i can do thos\nCustomer: Its with verificaron code\nHuman Agent: Hello, you've reached customer care, my name is Kylie. You have to make an account to add the camera and set it up. Sometiems the verification code will go to the Spam of the email did you check the Spam?\nCustomer: No\nHuman Agent: Okay, perhaps you can try another email for creating the account."]
["Customer: Customer service \nCustomer: Hey Grant it's me again I needed to ask you how I can assign a camera to each channel so that my main four cameras are the cameras that I want to see all the time since I can't fit all six on one page\nHuman Agent: There is not a way to change the order that cameras are displayed in a group.\nCustomer: Oh my \nCustomer: That's unfortunate \nHuman Agent: You can also setup multiple groups. With the cameras you want to see on one screen in one group and the cameras you want to see on the other screen in the other group. Then you can go back and forth between them by tapping on Live for the group you want to view."]
["Customer: Troubleshooting\nCustomer: I have 4 cameras; two I set up a year ago but they were on a different wifi and two I set up now but the older two I can't set up on my new wifi \nCustomer: I tried that but it is not working\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: zmd16f1l7200808\nHuman Agent: That camera is setup on a differenet account. That camera is on a @comcast.net email address and the first two characters are \"ht\".\nCustomer: htimsmit@comcast.net\nCustomer: I want to set up on redbaron20659 because my phone is different too\nCustomer: I set up 2 camera in the past on a different phone and wifi\nHuman Agent: Okay, do you have access to that email address or the htimsmit@comcast.net email account? The easiest thing is going to be to log in to the account and remove the devices from the account.\nCustomer: okay so I log in to that account  and then delete the cameras\nCustomer: thank you\nHuman Agent: Yes, once they are deleted from that account, then you can connect them to another account.\nHuman Agent: You're welcome."]
["Customer: I do not have an account or any cloud space.  I use the camera as a view only.  How can I turn off motion detection recording?  I don’t want the 30 second videos that are recorded.\nCustomer: There is no off button in the settings only a sensitivity setting.  The cam model is ZMD19G4IH419640.\nCustomer: I don’t want to turn the camera off, I only want it to not snap motion videos.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The camera without cloud does take short clips, That is not a paid feature and cannot be turned off. You can turn off notifications for the alerts when motion is detected but you cannot stop the camera form taking the short clips. \nHuman Agent: they will overwrite to make room for more clips so the video does not save unless you download a clip onto the phone from the alert area."]
["Customer: Troubleshooting\nCustomer: Hi. I need to reset one of my cameras.  \nCustomer: Can't access to they camera \nCustomer: Troubleshooting\nCustomer: I need help to make it like a factory reset \nCustomer: I did everything. Look connected with static blue light. \nCustomer: Yes.  It was connected. I was resetting my phone. \nCustomer: I just need help to get out of account \nCustomer: We did it \nCustomer: Need some one help me with reset it like a factory reset \nCustomer: Yes. I need more help \nCustomer: Need help to reset a camera \nCustomer: I did everything \nCustomer: Yes \nCustomer: Yes \nCustomer: I need a customer service \nCustomer: Thanks \nCustomer: D/static_file/afaeaab919_1_20241104151423.jpg\nHuman Agent: Hello, my name is kylie, Let me look up this camera here, One moment\nCustomer: Thanks \nCustomer: Still there ?\nCustomer: Yes\nHuman Agent: Hello, I apologize I experienced technical difficulties. I looked up the device you sent and it looks like it is currently bound to an account under the email jey*********@gmail.com do you have acess to this email at all?"]
["Customer: I Need app for Android app\nCustomer: Até you send me link dor Download \nCustomer: I Need link for download for Android \nCustomer: I dont locate The app in play Store \nCustomer: What name app in play Store \nCustomer: Talk Whit the human \nHuman Agent: You can search for Zmodo in the Google Play store.\nCustomer: Sorry but dont have in play Store \nHuman Agent: Okay, do you have the Google Play Store open right now on your Android device?\nCustomer: Yes\nHuman Agent: And is there a search bar that you can tap on?\nCustomer: Yes\nHuman Agent: Alright, can you tap on the search bar and type in Zmodo? Then tell me what you see on the screen when you search that?\nCustomer: Ok\nCustomer: D/static_file/702a7918c0_1_20250220103104.jpg\nCustomer: D/static_file/44fb7021c0_1_20250220103115.jpg\nCustomer: Dont have \nCustomer: D/static_file/45df897b3d_1_20250220103210.jpg\nHuman Agent: It might not be available in your region then. You can try using this link, https://play.google.com/store/search?q=zmodo&c=apps&utm_source=na_Med\n\nHowever, if that does not work because it is a different region, then you can use the Funlux app.\nCustomer: Moment \nCustomer: Nothing \nHuman Agent: Can you give me more details about what you mean when you say \"Nothing\". Did you use the link or did you download the Funlux app?\nCustomer: Nothing \nHuman Agent: Can you give me more details about what you mean when you say \"Nothing\".\nHuman Agent: Did you use the link or did you download the Funlux app?\nCustomer: Yes o use Theo link \nCustomer: But dont have This link \nHuman Agent: Okay, then if the link does not work because it is a different region, then you can use the Funlux app.\nCustomer: I try \nCustomer: Thats ok \nCustomer: Thank you \nHuman Agent: You're welcome."]
["Customer: Agent\nHuman Agent: How can I assist you.\nCustomer: I just want to know if my cameras are took of the other account to where I’ll be able to use them \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Hello\nHuman Agent: Did you receive my previous message asking for the Device ID of the camera?\nCustomer: No I didn’t \nHuman Agent:  Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZK8BFS23NM\nHuman Agent: That is the FCC ID, not the Device ID. It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 14A8DA206327\nHuman Agent: That camera is unbound and you can set it up on your account.\nCustomer: So I’m able to set it up through my account now \nHuman Agent: Yes, the camera is unbound and you can set it up on your account.\nCustomer: Is the other camera able to set up too \nHuman Agent: I would need the Device ID for the other camera."]
["Customer: Why is it black in white and not color \n\nCustomer: How can I change the settings of camera from black and white to color \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Black and white is how they show when in night vision. You can adjust night vision settings by going to the Devices section of the app, tapping the camera, then going to the night vision option there. If it's on auto, it will automatically change when it is dark enough, but you may be able to adjust sensitivity. If it's on always on, that would cause them to always be in night vision (black and white) which could be what you're experiencing if you had set them that way previously."]
["Customer: Can I talk with someone?\nCustomer: I need to setup my zmodo cameras\nCustomer: I already done\nCustomer: do you speak spanish?\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?\nCustomer: Hola Kylie \nCustomer: buen dia\nCustomer: si eres una persona o eres una maquina?\nCustomer: he adquirido 4 cámaras de su marca, pero esopy teniendo problemas para verlas en mi celular\nHuman Agent: \nSoy una persona. Déjame enviarte las instrucciones de configuración para que pruebes, avísame si tienes algún problema.\nCustomer: ok\nHuman Agent: Para configurar su cámara, primero deberá asegurarse de que su teléfono esté conectado a la red de 2.4 Ghz en la que desea configurar la cámara y que la cámara esté encendida y con su luz indicadora parpadeando. Una vez hecho esto, puede ingresar a la aplicación y seguir las instrucciones a continuación.\nPresione el signo más en la parte superior derecha de la página de inicio y seleccione la opción Código QR\nContinúe hasta llegar a la página donde le solicita la contraseña. En esa página, asegúrese de que aparezca el nombre de su red después de donde dice \"Su(s) dispositivo(s) se conectarán\". Si no, por favor hágamelo saber.\nIngrese la contraseña de su red. Tenga en cuenta que distingue entre mayúsculas y minúsculas.\nLa siguiente página mostrará un código QR en la pantalla del teléfono que deberá mostrar a la cámara sosteniéndolo a entre 6 y 8 pulgadas de la lente de la cámara. Si lo lee, la luz indicadora de la cámara debería comenzar a parpadear en azul.\nSi tiene éxito, la luz indicadora debería volverse azul fija y la aplicación le pedirá que le dé un nombre al dispositivo si aún no está en su cuenta (de lo contrario, puede salir de la configuración en este punto si ya lo tenía en su cuenta). ).\nSi la cámara no se vuelve azul fija después de aproximadamente 30 segundos de mostrarle el código QR, tome una captura de pantalla del código QR y envíela aquí para que la verifique.\nCustomer: que es ZMD_SAP\nCustomer: ?\nCustomer: ceeo que es la RED 2.4G\nCustomer: CREO*\nHuman Agent: ZMD_SAP es un dispositivo wifi procedente de caemra que se utiliza para una configuración alternativa llamada Zink. Una vez que la cámara está configurada, la red wifi desaparece.\nCustomer: es que pide que me conecte a esa red\nCustomer: pero no tengo la contraseña\nCustomer: como puedo saber la contraseña?\nCustomer: este tipo de camaras solo se pueden ver en un dipositivo?\nHuman Agent: \nSi le pide la contraseña de esa red, entonces su teléfono puede estar conectándose a ese enlace en lugar de su wifi ganado, vaya a la configuración de wifi de su teléfono y asegúrese de estar conectado a su wifi, luego intente realizar la configuración nuevamente, como desee. para pasar por la configuración del código QR\nCustomer: ok\nCustomer: otra\nCustomer: otra\nCustomer: otra pregunta\nCustomer: puedo resetearlas?\nHuman Agent: Es posible que las cámaras no tengan un botón de reinicio externo, si lo tuviera, habría un orificio en la parte posterior y diría RESET, pero si no lo tiene, entonces no se puede reiniciar externamente, una vez que tenga las cámaras en línea y de la cuenta. Aunque desde la aplicación puedes restablecerlas en cualquier momento, las cámaras que parpadean en verde se pueden volver a conectar con la configuración sin necesidad de restablecerlas.\n\nCustomer: me sale que la camara esta linkeado a otra cuenta \nCustomer: hay alguna manera de quitar ese linkeo\nCustomer: ?\nCustomer: no tienen boton de reset\nCustomer: the device is already linked to another account\nHuman Agent: Bien, ¿puedes darme el número de identificación de la cámara? Lo buscaré en el sistema para ver si está vinculado a otra cuenta, la identificación comenzará con ZMD.\nCustomer: es dice\nCustomer: te paso los 4 numeros\nCustomer: ZMD17L1IH801482\nCustomer: ZMD17L6IH800278\nHuman Agent: Un momento mientras busco este dispositivo\nCustomer: ZMD17L6IH800266\nCustomer: ZMD17L6IH800332\nCustomer: Son esa 4\nHuman Agent: \nParece que 3 cámaras están vinculadas a una cuenta y 1 está vinculada a otra, ¿cuál es el correo electrónico que utilizó para crear su cuenta?\nCustomer: el mio es ibarradelgadoalexisdejesus@gmail.com, es diferente al que deben estar vinculadas\nCustomer: mi registro apenas lo hice hoy\nCustomer: se pueden desvincular y poner a otro correo?\nCustomer: le explico estas camaras se las vendieron  a un tio mio, es ya es un poco grande\nCustomer: y batalla con la tecnologia\nHuman Agent: \nNo encontré una cuenta en ese correo electrónico, ¿puedes ir a la sección Yo de la aplicación y tomar una captura de pantalla de la página donde se muestra el correo electrónico de la cuenta y luego enviármela en el chat?\nCustomer: estoy tratando de ver como vincularlas para instalarselas en su celular\nCustomer: claro\nHuman Agent: Para sacar los dispositivos de las cuentas anteriores, tendré que enviar una solicitud de desvinculación, enviaría 1 para 3 cámaras y 1 para la otra cámara única que está vinculada a otras cuentas, si recibo una respuesta de aprobación o si después de 30 días sin respuesta podré desvincular las cámaras y notificarle por correo electrónico.\nCustomer: D/static_file/9a635b38f0_1_20241112153711.jpg\nCustomer: auch\nCustomer: si es mucho tiempo\nCustomer: no hay otra manera\nHuman Agent: Bien, envié las solicitudes de desvinculación ahora y adjunté su información de contacto. Si recibo una respuesta o si después de 30 días sin respuesta, se lo notificaré, así que esté atento a su correo electrónico, a veces nuestros mensajes pueden convertirse en spam. . Por ahora deje las cámaras desconectadas hasta que podamos desvincularlas.\nCustomer: No hay otra manera?\nHuman Agent: \nDesafortunadamente, para sacarlas de la cuenta, no hay otra manera más que de que nosotros hagamos la desvinculación, o si los propietarios anteriores eliminan las cámaras de ambas cuentas ellos mismos.\nCustomer: Puedo ver con mi tio si le persona que se las vendio era el propietario pero la verdad lo dudo mucho\nCustomer: creo se las trajeron desde EUA\nCustomer: D/static_file/a708b0f90f_1_20241112154200.jpg\nCustomer: D/static_file/0c56a0fe34_1_20241112154205.jpg\nCustomer: D/static_file/e4773e9134_1_20241112154212.jpg\nCustomer: D/static_file/ed78e7630a_1_20241112154224.jpg\nCustomer: D/static_file/ea0cf6783c_1_20241112154230.jpg\nCustomer: son esas 4 \nHuman Agent: \nBien, eso no es problema, si tu tío tiene acceso a los correos electrónicos de la cuenta, recibirá la solicitud de desvinculación en su bandeja de entrada de correos electrónicos. Si no lo hace, esperaríamos una respuesta o tendríamos que esperar 30 días.\nCustomer: o si mando un correo a la persona para que le de la autorizacion  explicando la situacion cree que pueda ser mas rapido?\nCustomer: el no tiene acceso ya es un señor grande\nHuman Agent: \nLa única forma de hacerlo más rápido sería que respondieran a la solicitud de desvinculación que enviamos a la bandeja de entrada de los correos electrónicos dando permiso para desvincular los dispositivos.\nCustomer: entiendo \nCustomer: que datos ocupa mios para mantener contacto\nCustomer: igaul reviso de mi lado \nHuman Agent: \nPara mantenerme en contacto solo necesitaría un correo electrónico para contactarlo nuevamente, ¿el correo electrónico ibarradelgadoalexisdejesus@gmail.com es el mejor para usted?\nCustomer: puede pasarme los correos para preguntar a la persona que hizo la venta \nCustomer: si ese correo esta bien \nCustomer: mismo le dejo mi numero de contacto \nCustomer: 4493532639\nCustomer: hay algun numero al que pueda comunicarme yo\nHuman Agent: Bien, tomé su información y la adjunté a esas solicitudes no solicitadas. No tenemos un número de teléfono entrante, por lo que le enviaré un correo electrónico y un mensaje de texto cuando recibamos una respuesta o después de que hayan pasado 30 días.\nHuman Agent: ¿Tiene alguna otra pregunta con la que pueda ayudarle hoy antes de irnos?\nCustomer: sobre los correos registrados esa informacion me la puede pasar?\nCustomer: o no se puede?\nCustomer: igual estaré pendiente\nHuman Agent: \nNo puedo darte el correo electrónico de contacto completo debido a cuestiones de privacidad. Solo podría darte las primeras 3 letras y el dominio del correo electrónico, ¿quieres eso?\nCustomer: si con eso esta bien\nCustomer: solo quiero preguntarle a la persona que hizo la venta si conoce esos correos\nCustomer: si no pues ya esperamos\nHuman Agent: Bien, aquí están los dos correos electrónicos, este tiene 3 cámaras conectadas: mar******@hotmail.com\nY este correo electrónico tiene 1 dispositivo vinculado: mar*********@gmail.com\nCustomer: ya con eso\nCustomer: muchas gracias\nHuman Agent: No hay problema, ¿alguna otra pregunta antes de irnos?\nCustomer: eso seria todo quedo pendiente del correo\nCustomer: muchas gracias\nHuman Agent: \nBien, te deseo suerte y espero que tengas un buen resto de tu día. Cuidarse\nCustomer: igualmente\nCustomer: muchas gracias"]
["Customer: I if I shared an account with my girlfriend and we split up how do I restart all over again so she will not have access to my cameras anymore\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. If this is your email and you gave her the password to this account, you could change your password to prevent further access. If you do want to move to an entirely new account, you may delete the devices, then add them on the other account once made. As they're already connected, you would connect your phone to the wifi they're on, tap the plus in the top right of the home page, then use the tap here to add it option at the bottom to scan the network for devices to add."]
["Customer: Delete account\nCustomer: How to delete account\nHuman Agent: Hello, my name is Grant. I can send you the Data Subject Rights request form to complete and return and we can delete your account.\nHuman Agent: I tried to look up your account in our system and it looks like you may have already deleted the account."]
["Customer: Troubleshooting\nCustomer: My camera stopped working. Says update rich notifications. But want change from that page\nCustomer: It won't let me\nHuman Agent: You are on the introduction screen after logging in likely after an update. You will want to swipe the screen to the left until you see a button that says Enter.\nCustomer: See my cameras. Live view. But when I log on I get a screen that says update rich notifications. And won't do Nything else\nHuman Agent: Yes, I understand. Please try swiping the screen to the left and let me know if the screen changes.\nCustomer: It's now working thank you\nHuman Agent: You're welcome.\nCustomer: Have a nice day\nHuman Agent: Thank you. You have a good day, too."]
["Customer: Set up\nCustomer: Trying to reset my account because my cameras are set on my old account so I need to remove them from old account how can't I get help by talking to a representative \nCustomer: Here is my number for a live call 701-585-8645\nCustomer: Agent \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Ok I have 4 different ones \nCustomer: 18flig503570\nCustomer: 18flig420503420\nCustomer: 18flig505155\nHuman Agent: That looks like 3 Device IDs. Is there a fourth?\nCustomer: 17G8ig908613\nCustomer: They all start with zmd \nHuman Agent: That last one is not setup on an account. For the first three cameras, have you set them up before? Or did you recently purchase or receive the cameras used?\nCustomer: No I purchased them quite some time ago a couple of years ago \nHuman Agent: You mean, no you have not set them up before?\nCustomer: Are you able to give me the information with what I set them up the first time or do I need to reset them with new phone number that I have now\nHuman Agent: The cameras are setup on a @gmail.com email address and the first two characters are \"fl\".\nCustomer: Yes I had set them up before but it's been a while so I can't remember the long login information and I also have a new phone number\nCustomer: Yes I believe is flaco 27@gmail.com\nCustomer: The thing is I wanted to set him up under a new email is that possible\nHuman Agent: Do you have access to the account or the email address that you used to setup the cameras previously?\nCustomer: I really don't it's been a while since I use that email\nHuman Agent: Alright, and you do not have the invoice or order details from the purchase of the cameras?\nCustomer: I do not I remember purchasing them on wish list\nHuman Agent: As these cameras are already bound to another account I can contact the previous account and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: Well they were registered under my account I just can't remember all the information to go back on that same account they've always been mine I've always owned them\nCustomer: So if I'm able to login into my old email would I be able to login again\nHuman Agent: I understand. However, without access to the email address or the order information, then the Unbind Request is the option we have.\nHuman Agent: Yes, if you have the email address, you can log in to the account.\nCustomer: Okay let me tried to log in into that old email account hopefully I could get him going if not I will reach back to you\nHuman Agent: Alright, please let me know if you have any questions."]
["Customer: Troubleshooting\nCustomer: Mira, I am having trouble getting my cameras on line again.  i have tried about every avenue? Help \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZK8-BFS23NM\nHuman Agent: That is the FCC ID, not the Device ID. It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 13FSE2237895\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: a GREEN Light appears, and red light flashes with movement \nHuman Agent: It looks like the camera is online now. Can you tap on Live for the camera named \"Bedroom\"?\nCustomer: it shows no new devices\nHuman Agent: Can you tap on the Me tab at the bottom right corner and tell me what email address or phone number you see there?\nCustomer: dmartindale324@gmail.com\nHuman Agent: The camera is setup on a different account. The camera is on a phone number account. *******910.\nCustomer: 8132300910\nHuman Agent: That is the account that the camera is setup on. Are you able to log in to your mobile app or web app with that phone number?\nCustomer: let me try \nCustomer: it not giving me a chance to sign in\nHuman Agent: Did you log out of the email address account?\nCustomer: got it \nCustomer: let me see if i can get it in line\nCustomer: Asking me to update  my device \nHuman Agent: There is an update available for the camera. You can update at any point, just be sure to leave the camera plugged in while it updates.\nCustomer: updating current version V8.0.1.26\nCustomer: YES \nCustomer:  how long does it take?\nHuman Agent: It usually takes a few minutes while it downloads and installs the update.\nCustomer:  Do I need to update both cameras?  one in the bedroom and one in living room ?\nHuman Agent: Only one camera is online right now. So if you try to update the \"Living room\" camera, then it will not update since the camera is offline.\nCustomer: Its about half done\nCustomer: Are you showing the Bedroom camera on line\nHuman Agent: Yes, that camera is online.\nCustomer: I ll le you know when its done or if i have an issue\nHuman Agent: Please do not hesitate to let us know if you have any questions or need any assistance.\nCustomer: ok"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Login\nCustomer: Can I speak to a human\nCustomer: Ok\nCustomer: I cannot log in. Because I forgot my password and the email to reset the password I do not have access to anymore. It's an old email.\nHuman Agent: What is the email address for the account that you cannot log in to?\nCustomer: arakic23@yahoo.com\nCustomer: I need to change it from arakic23@yahoo.com to arakic2015@gmail.com\nHuman Agent: Okay, it looks like you are logged in to that account now. So if you do not have access to that email address, I would recommend removing the devices from your account and connecting them to a new account.\nCustomer: I can't do that. Because I already paid $70 for one month service for 12 cameras\nCustomer: Why can't you just change my email address?\nCustomer: I am disabled and cannot reach the cameras to set up all 12 cameras \nHuman Agent: The email address used to log in to an account cannot be changed. You can still use the subscription time that was paid for on another account. I would recommend canceling the subscription so that it does not renew on the old account next month. You could start a new subscription on the new account after the current subscription expires if you want it to continue recording.\nCustomer:  I cannot do that. I am disabled.\nCustomer: Please get your manager.\nHuman Agent: If the cameras are already online, then you would just connect them to your new account with a LAN Search in the app. You would not need to go to the camera.\nHuman Agent: Alright, I can see if they are available.\nCustomer: All you have to do is change my email Address so I can reset my password.\nHuman Agent: It is not possible to change the email address used to log in to an account.\nCustomer: Yes, it is possible because other companies have done that, like roku and netgear.\nCustomer: If you can, please connect me to technical support, they know how to do that?\nHuman Agent: Just because other companies are able to do that for their accounts, does not mean it is possible for us to do it with our account. This is technical support, and it is not possible to change the email used to log in to an account.\nHuman Agent: My supervisor is available, so I will be transferring you over to them. \nCustomer: I guess because you have stupid people working there.\nCustomer: Okay, let me speak with the supervisor.\nCustomer: If you have good programmers, then they can do it, but if you have stupid lazy programmers, then they cannot do it.\nHuman Agent: Hi, my name is Dillon. I am Grant's supervisor. One moment as I review the chat. \nCustomer: Ok\nCustomer: All I need to do is change my email address so I can reset my password.\nHuman Agent: As Grant mentioned, unfortunately if you would like to use a different email for logging in, you would need to create a new account. You would not lose your current service time, though you should cancel it so it does not renew further on this account. As he mentioned you do not need physical access to the cameras to move them to the new account and generally would just need to connect your phone to the same network. If you create the account now though while we're chatting, I could even assist with moving the devices over myself. \nCustomer: Yeah but I won't get my one month service that I just paid for\nCustomer: can give me my current password?\nHuman Agent: As I mentioned in my last message, you would not lose your current service time, though you should cancel it so it does not renew further on this account. We are not able to see user passwords so we would not be able to provide your old password. \nCustomer: Okay. Are you sure I'm not going to lose my service time? What I just paid for $70.\nHuman Agent: Yes, you have already assigned the service onto devices. Moving from this account would remove your ability to move it around (for example if you replaced a camera and wanted it moved from one to another). The service time itself will still be there, but you should cancel the subscription so it does not renew and then may resubscribe on the new account once your service time has expired if you would like. \nCustomer: So what is the first step?\nHuman Agent: You will need to create a new account under the email you would like to move your account to. If you want to avoid having to log out so we don't get disconnected, you may do this via user.zmodo.com. Once that is created, let me know and I can move the cameras over for you. \nCustomer: Ok one second \nHuman Agent: Sure. \nCustomer: Okay the account is created\nCustomer: The new account is arakic2015@gmail.com\nCustomer: Do I cancel my subscription from arakic23@yahoo.com in Play Store?\nCustomer: Hello\nHuman Agent: Okay, one moment and I'll start to move the devices over. Yes, you would cancel the subscription via your Google subscriptions in the play store. Here is a link with more information on how to do that. https://support.google.com/googleplay/answer/7018481\nCustomer: Ok they are canceled \nHuman Agent: Okay, I'm working on moving them over now. \nCustomer: Ok\nCustomer: Can you add my phone number to my new account arakic2015@gmail.com \nHuman Agent: No, the account is specifically tied to the email, we do not support phone number as a log in method for new accounts. \n\nI have half of the cameras added, still working on the rest. \nCustomer: Ok thanks\nHuman Agent: Okay, they have all been moved over so you should now be able to see them listed on that account and access them from there. \nCustomer: So now that you have transferred all the cameras to the new email. How do I set up the subscription again? Do I have to wait until the last day of the old email?\nHuman Agent: You will need to wait until the current plan expires (the current plan goes through 12/26), then may resubscribe from the cloud section of the app in the new account. \nCustomer: Ok thanks for your help\nHuman Agent: No problem, anything else I can assist you with for now?"]
["Customer: Set up\nCustomer: Device attach to another account I don’t have access to\nCustomer: How to contact support\n\nCustomer: Hello? \nCustomer: Is anyone available?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device, can you send me all the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid. \nCustomer: D/static_file/eb8bc98750_1_20250203163814.jpg\nCustomer: ZMD19G1IHC24743\nHuman Agent: Okay, is this the only device or are there more?\nCustomer: This is the only device \nHuman Agent: Okay, this camera is tied to another account that was created with an email. I cant give you the whole email I can only give you the first 3 letters and the domain, that is rhi*****@mac.com do you have access to this email at all? or is it someone else's email?\nCustomer: It’s the houses previous owner. I have no way to contact them and need the device reset please \nCustomer: There is no reset button on device and she no longer lives in this state anymore \nHuman Agent: Okay, to remove the camera from this account we would have to go through the Unbind procedure. For that I am going to send an Unbind request to the email of the account the camera is currently bound to. Once I get a response of approval or if after 30 days of no response I would Unbind the camera. Is the email eawagonseller@gmail.com the best to notify you at/on?\nCustomer: Yes that email works for me!\nCustomer: I will keep an eye out for response. Thank you. Is there any confirmation number attached to this conversation for records? \nHuman Agent: Nope, this chat conversation is tied to your account though so if you message us again in regards to this device or the unbind just mention you contacted before and we can always up historical chats to assist you again. \nHuman Agent: Just keep an eye on your email for my message regarding the unbind, I would only message you if they reply or if after the 30 days have passed regarding the unbind. Sometimes the messages can go to spam so be sure to also check spam to be safe. \nHuman Agent: Is there any other questions I can assist you with before we go?"]
["Customer: I need to add my devices to another email I have a new phone \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What was your old account and do you still have access to the old email?"]
["Customer: Troubleshooting\nCustomer: Need help with wifi connection \nCustomer: Can't connect devices to wifi\nCustomer: Number for  costumer support\nCustomer: Agent\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: One second \nCustomer: Zp-ibh15-w\nHuman Agent: That is the Model, not the Device ID. It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Ok\nCustomer: Zk8-bf522nm\nCustomer: 523\nHuman Agent: That is the FCC ID, not the Device ID. Do you see a barcode on the sticker?\nCustomer: Zdm13GHDA246234\nCustomer: I have 2 cameras\nCustomer: Hello\nHuman Agent: It looks like that camera is setup on a phone number account, *******102. Do you recognize the phone number that the camera is connected to?\nCustomer: Yes\nHuman Agent: Then you will want to log in to the app with your phone number. Then you can setup the cameras with the QR Code setup method.\nHuman Agent: Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I already tried that and it didn't sork\nCustomer: Work\nHuman Agent: The cameras will not setup on a different account while they are still connected to your phone number account. So you would want to log in with your phone number.\nCustomer: Ok, I will try"]
["Customer: I need to speak to someone about my devices\nCustomer: What is the phone phone number to contact support?\nCustomer: Agent\nCustomer: The app that I needed to login and when I did, it says my devices were not found and now I have to reconnect my devices, but it’s saying that they are connected to another account which is my account, but I cannot access them\nCustomer: I never had these linked to another account. It’s giving me trouble now.\nCustomer: The app is not letting me access my devices unless I logged in and when I logged in it says no devices found\nCustomer: How do I reach out to customer customer support?\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the easiest to reach camera you are trying to set up? The ID starts with ZMD and it can usually be found on a sticker the bracket or camera under a barcode.\n\nHuman Agent: I am a customer care agent \nCustomer: I have three devices that I’m having trouble with. I will give you all three device ID.\nCustomer: 13FIE2229305\nHuman Agent: These 3 devices are linked to a phone number account ending in 979, do you recognize the phone number account? \nCustomer: 18FLIG500137\nCustomer: Yes\nCustomer: I logged in with my email address. Should I log out and log back in with my phone number?\nHuman Agent: Yes correct \nCustomer: Ok, I will try that. Thank you\nHuman Agent: Let us know if you have any trouble."]
["Customer: I have a Zmodo camera that I lent to my dad but he returned it and I’d like it reset so I can reattach it to my account. It is still linked to his account so I can’t see it from my account?\nCustomer: I still need help\nCustomer: I need to associate this camera to my account\nCustomer: We have done all of those steps but it still is not appearing in my account \nCustomer: Agent\nCustomer: Yes\nCustomer: I need to reset my Zmodo so I can associate it with this account\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Already change the app password but all camera still viewing on other phone. What can I do ? \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Sometimes you do have to change the passwords multiple times before it kicks other people out, if it for any reason does not and the other person still has access though, you can delete all the cameras from the account while leaving them online, then log out of the account and create a new account with another email, after that you would add the cameras to the new account, since they are online it should allow you to easily add them back as long as you are at the location connected to the same network as the cameras."]
["Customer: Hey I'm waiting on an email to set up a new account  but I'm not getting a verification code\n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Did you check your email's spam as well?"]
["Customer: Set up\nCustomer: Cómo puedo hacer para que mi cama\nCustomer: Cómo puedo hacer para que mi cámara pueda tener el audio \nCustomer: Ya lo e echo pero no funciona \nCustomer: En el audio de la camara \nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon. No tienes ninguna cámara en tu cuenta que admita audio. Si desea utilizar funciones de audio, deberá comprar una cámara con funcionalidad de audio."]
["Customer: Hi!!\nCustomer: I just bought a property with your camera system. I would like to set up an account and move over the cameras so i can have access to them \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What are the IDs of the cameras you are trying to access? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \nCustomer: ZMD17H41F908186, ZMD17H41F908080, ZMD19H21HA01421, ZMD19H21HA01412, ZMD19H21HA16651, ZMD17H41F908181, ZMD19H21A16646, ZMD19H21HA16720, ZMD19H21HA16537"]
["Customer: Not scanning \n\nCustomer: Won't scan or code\n\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\n\nCustomer: Yeah one second \nCustomer: Zmd19h3i8do6783\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: Solid blue \nCustomer: Can more than one phone connect to the camera? \nHuman Agent: Yes but the camera can only be linked to one account, so on the second phone you can sign in with the same account or have the person share it to your account. \nCustomer: So If I'm logged into her account then I can add the cameras to my phone ? \nHuman Agent: You wont need to add them you will just see them on the phone app after you  sign in"]
["Customer: Troubleshooting\nCustomer: Hello I’m trying to share management and it will not share.  Tried both email and number \nCustomer: Agent \nCustomer: Ok\nHuman Agent: What is the account that you are trying to share your cameras with and what happens when you try to share the cameras?\nCustomer: When I share the other party never receives notifications that anything was sent.  They have downloaded the app and created the account \nCustomer: The recipients email is savanasann@gmail.com\nHuman Agent: When you share with their account, then they go to the home screen of their app it will ask them to accept or reject the device you are trying to share.\nCustomer: Ok she got it. Thank you. \n\nAlso one more question. How many cameras can I have on my account. I have a big place \nHuman Agent: There is not a limit to the number of devices on your account.\nCustomer: Does the company have a QR code \nHuman Agent: I am not sure what you mean. What do you need a QR Code for?\nHuman Agent: Are you trying to setup a camera to your account?\nCustomer: I guess I don’t need one. I was looking for one to down load the app easier when I need someone to create an account \nHuman Agent: I believe the setup guide that comes with the cameras has a QR Code to scan. You can also search for Zmodo in the Google Play Store or Apple App Store to find and download the app."]
["Customer: I’m need to cancel my account \nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. To totally delete an account from the system you will have to fill out an account deletion forum then end it back to me so I can pass it to my supervisor to process the request. What email is the best for me to send you the forum"]
["Customer: I need a telephone number to contact zmodo\nCustomer: I need some to help me or cancel my monthly subscription \nCustomer: Agent\nCustomer: Agent\nCustomer: Agent \nCustomer: Hello\nHuman Agent: Let me take a look at your account.\nCustomer: Ok\nCustomer: Listen I am reaching out because I changed my app login but it keeps allowing other to used old passcode \nCustomer: What I need to do so others don't have access to the app with old passcode?\nHuman Agent: I see two subscriptions on your account. The first is a Monthly Premium Plan for four devices. The second is a Monthly Premium Plan for 6 devices.\n\nAre you trying to cancel all of the subscriptions on both cameras? Or are there specific subscriptions you want canceled.\nHuman Agent: Oh, I apologize, your earlier message talked about canceling your subscription. You can try resetting the password on your account through the Forgot Password option on the login screen. You can do that either through the mobile app or the web app. If you want to do it through the web app, then you can go to https://user.zmodo.com/forgot-password to reset the password.\nHuman Agent: If that solution does not work for you, then you can remove the cameras from the account and connect them to a new account.\nCustomer: I did but it allows other users to log in with old passcode\nCustomer: I don't want others to have access, this is why I changed passcode\nCustomer: But it keeps giving them access even when passcode has been changed\nCustomer: Do I need to cancel subscriptions and resubscribed \nHuman Agent: If it is letting you log in with the old password, then the password was not changed. There can only be one password on an account at a time.\nHuman Agent: Canceling the subscriptions would not be related to the password to log in to the account.\nHuman Agent: I would recommend trying to change the password again. If you have tried changing it with the old password in the app, then it may not have worked. If that is the case, then you should try with the Forgot Password option. It will send you an email with a verification code to change the password.\nCustomer: Thank you"]
["Customer: ZMD15F3DA204844, that is what Wendy asked for\nCustomer: Yes\nCustomer: The camera is not showing up on phone\nCustomer: I have tried that\nCustomer: Camera does not show on phone\nCustomer: All that has been done\nCustomer: Blinking green\nCustomer: Says already have account when trying to detup\nCustomer: Set up but no camera show up\nCustomer: Further investigation, pls\nCustomer: Troubleshooting\nCustomer: Where is customer support?\nCustomer: Thank you\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up this cameras ID number, one moment. \nCustomer: Ok\nHuman Agent: It looks like this camera is tied to an account that was created with a phone number, do you have access to this account at all?\nCustomer: Yes\nCustomer: It is me\nCustomer: Was it 6014975887\nCustomer: Kylie are you still there???\nHuman Agent: No that is not number the camera is tied to. I cannot give you the full number, but the number end with 65\nCustomer: 6014052565, that is the one that I am using\nCustomer: Now\nHuman Agent: Okay, it looks like this camera is tied to an account you created with that phone number, you can either log out of this account into that other account, or you can log into that other account, delete the camera then add it to this one. \nCustomer: Delete the accoun?\nCustomer: I don’t have but 1 account, that is this one\nCustomer: 6014052565, this phone\nHuman Agent: You have two accounts, this one and also an account you created with the phone number 6014052565. You are currently logged into an account you made with the email  Joq409@aol.com\nCustomer: Joq409@aol. Com is the same as 6014052565, the same account\nHuman Agent: no, when creating an account in the past you either make an account with a phone number, or an email, you have two accoutns, 1 under a phoen numebr, and 1 under an email they are not the same account. \nCustomer: Ok, thanks\nHuman Agent: No problem, is there anything else I can assist you with today?"]
["Customer: i need help\nCustomer: i need a customer service representative \nCustomer: hello\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: i need to get a camera off a account i cannot get into\nCustomer: kylie\nCustomer: i need a customer service representative \nCustomer: 1\nHuman Agent: Im here, it takes me time to type please be patient. I will need to look up all the devices to see what account they are tied to first, can you send me the cameras Model and ID numbers? the ID will start with ZMD on the sticker\nCustomer: ZMD12LS68236453\nCustomer: model is ZP-IBI15-W\nHuman Agent: Is this the only camera?\nCustomer: yes\nCustomer: is it done\nHuman Agent: Okay this camera is tied to an account that was made with an email, to unbind it form this account we would have to go through the unbind process. This can be done either with the original invoice from the purchase of the camera, or I would have to send an unbind request instead. Do you have the original invoice? \nCustomer: no i do not\nCustomer: can you unbind it\nCustomer: i don’t have access to that email anymore\nHuman Agent: Okay, to unbind the device I will send an unbind request, if I receive a response of approval or after 30 days of no response occurs then I will unbind the device and notify you is the email amiasphillips2010@gmail.com the best to keep in touch?"]
["Customer: I want my old account I want to change password \nCustomer: My device tel it's banned on onthar account plz halp\nCustomer: 1\nCustomer: Haw can tach with assistance \nCustomer: Solve this device issues \nCustomer: 1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you send me the cmaeras Model and ID number, I will look up the device from my end, the ID number will start with ZMD or GSG, not FCCID. \nCustomer: D/static_file/c1fdb23050_1_20250210140510.png\nCustomer: This device is already bound to another account. Please delete it from that account, reset it, and try again. If you do not have access to that\naccount, please power off the device and contact support.\nHuman Agent: Okay, I will need to look up the device. Can you send me the cameras Model and ID number, I will look up the device from my end, the ID number will start with ZMD or GSG, not FCCID. \nCustomer: 1"]
["Customer: Good Afternoon. I am looking into your camera system. From my understanding you guys have two options for outside cameras. Battery or Wire in, is that correct? \nCustomer: How often do you have to charge the battery powered one \nCustomer: I totally understand you not being able to give an exact number, but from your knowledge do they normally last a week, 2 weeks, a month \nCustomer: -1\nCustomer: Do you have to have a subscription to use these?\nCustomer: How much is the subscrioption\nCustomer: agent \nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. The battery charge is based on how often there is motion, when there is no motion the camera is in a lower power mode, then when motion is present it will trigger the camera, this also occurs when you click on the camera live from the app, it will also take the camera out of the lower power mode. Its around a month with normal motion triggers for the cameras battery but it can be less, or more depending on how much the camera is activating/being triggered from the lower power mode."]
["Customer: Set up\nCustomer: The last update deleted my cameras\nCustomer: The devices were deleted from the page by the update\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Updates do not delete cameras. It's possible you may have been logged out after an update though which you may have then logged into a different account. What is the ID of one of the cameras so I may check the current account? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: We need to change our login email. Also, for some reason, we are not able to view / playback recorded video. \nHuman Agent: Hello, my name is Grant. There is not a way to change the email address to log in to an account. You would need to delete the devices from the account. Then create a new account and connect the cameras to the new account.\nCustomer: Thanks for letting me know Grant.\nCustomer: What about the trouble we are having regarding playback on the cameras?\nHuman Agent: Which cameras are you having trouble with?\nCustomer: I'll get back with you. As I check out the camera situation right now, it seems to be working well.\nHuman Agent: That is fine. Our Live Chat support is available Mon-Fri 9AM-12PM and 1PM-6PM CST.\nCustomer: Good deal. Thanks\nHuman Agent: You're welcome."]
["Customer: Need to speak to a human. 210-392-7576\nCustomer: Agent\nCustomer: I’m trying to share a device with my husband and it’s not working. \nCustomer: He has an android. \nHuman Agent: Alright, what is the account that you are trying to share the camera with?\nCustomer: My phone number is 210-392-7576\nCustomer: The account is under Brandon Tindall. This is Kim Tindall. We added a new device yesterday.  Called it Waverunner2. It’s not on my husbands list of devices. I did the manage sharing and emailed him and sent it to his phone number. He did not receive either one. \nHuman Agent: You would need to share it with the account that he is logged in to on his phone. Then when he opens the app it will prompt him to accept the sharing invitation.\nHuman Agent: So you would need to know the account that he is logged in to on his phone and then share it with that account.\nCustomer: An account number?\nHuman Agent: It will be an email address or a phone number.\nCustomer: Well it’s the same account as what I’m in.  \nHuman Agent: So, what is the email address or phone number that he sees when he opens his app and taps on the Me tab at the bottom right corner?\nHuman Agent: If it is the same account that you are logged in to and setup the camera on, then you would not need to share it."]
["Customer: I was texting with a rep earlier about 4 cameras that need to be reset. Is he still available?\nCustomer: We were texting earlier about resetting 4 phones. I spoke with the owner. The account was on an old iPhone that she lost the password. Unsure if you were sending a reset request on a text message or through the Zmodo app. She does not have access to the app. Can you send the reset request with a text message to her phone?  +1 (469) 980-9235\nHuman Agent: It would depend on the account. It is likely sent through email to the email address that the account is setup with.\nCustomer: Can you prove the address so I make sure she looks in the correct account?\nCustomer: Provide the address \nHuman Agent: Could I have the Device ID of the cameras that you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Standby\nCustomer: ZMD16EQI7519322\nZMD16EQI7518456\nZMD16E8I7202155\nZMD16F1I7204382\nCustomer: I have an email saying the cameras have been unbound. Thanks for the assist. \nHuman Agent: I was just looking in to that and it looks like they were removed from the account and you can set them up on a new account.\nCustomer: Thanks!!!\nCustomer: I know what to do now. \nHuman Agent: You're welcome."]
["Customer: why doesn't my camera pick up intrusions on a regular basis. it also does not make any sounds when it detects an intrusion.\nCustomer: how to reboot\nCustomer: I checked every item you just suggested and found no problems. \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Our cameras will not make a sound at all\nCustomer: that is correct but about 4 times out of 60 intrusions they have worked\nHuman Agent: When motion is detected by the camera it has no way of knowing if its someone you do or do not approve/know, its not that kind of camera system to do that.\nHuman Agent: Caemras without any cloud service when motion is detected wilkl take a 10 second clip, have a cooldown of 3 minutes then if more motion is detected create another clip and that will continue until there is no motion to trigger the camera. \n\nHuman Agent: The 10 second clips then have a window of 12 hours that they are available, after 12 hours from the point the clip is created then that clip will be overwritten to make room for more footage. \nCustomer: what are you saying. I am just walking in front of my cameras and in most cases it won't pick me up or signal intrusion.\nHuman Agent: If there is motion (example: you walking) the camera will trigger and take a clip, that clip will be for 10 seconds. After that 10 seconds it stops and has a cooldown window of 3 minutes. It wont trigger to take a clip if any motion occures during that time, after the 3 minutes occure if something is still moving or if new movement starts then it will take another clip again. Thats how cameras take clips without a subsiption. \nCustomer: I just walked in front of the camera at 1;40 and then at 1;45 and no sound or capture.\nHuman Agent: Okay, Can you tell me what the Model and ID number is for this camera? it will be on the cameras sticker and the ID will start with ZMD. \nCustomer: ZMD-19H121HA10842     ID 2K8BFS23NM\nHuman Agent: Looks like there is a typo in the ID number, would you perhaps be able to send a picture of the sticker on the camera or try sending the ID again? \nHuman Agent: the ID is the ZMD number\nCustomer: ZMD19H21HA10841\nHuman Agent: This camera is a Zmodo Outdoor Bullet Camera, it does not support audio, it does not have a speaker or microphone. \nCustomer: I don't care .Why won't it support intrusions?\nHuman Agent: The clips will only have audio for cameras that support audio so this is why you do not have any sound.\nHuman Agent: You asked why the clips had no sound I was answering your first question.\nCustomer: That isnt true it just went off again when my wife walked into the room!!!!\nHuman Agent: I think we may be talking about two different things. The clips that you can view that I mentioend earlier, the ones that are 10 seconds long, wont have audio. \nHuman Agent: The cameras themselves dont make any alarm sounds, none of our cameras do that.\nCustomer: I know that. It is the INTRUSION alert that does not work .\nHuman Agent: You asked questions about it so I answered your wuestions.\nHuman Agent: The cameras dont make itnrusion alerts. Im unsure what alerts your meaning.\nCustomer: Thank you I am returning the 4 cameras as they are not going to work for me.\nHuman Agent: Fantastic have a wonderful day, take care."]
["Customer: I am having an issue seeing multiple cameras on desktop\nCustomer: where is the settings on desktop?\nCustomer: no settings are present using the zmodo web app\nHuman Agent: Hello, my name is Grant. Unfortunately you cannot view multiple cameras at once in a group on the web app.\nCustomer: ok how do i add them to zviewer then?\nCustomer: when i scan LAN it returns nothing\nCustomer: when I scan my network i dont see the cameras\nHuman Agent: Zviewer has not been supported for a few years, so the cameras may not work with Zviewer. I would recommend using the mobile app or the web app to view the cameras.\nCustomer: however they are connected and viewable via mobile and zmodo web app\nCustomer: thats what im currently doing, however i would like to view multiple cameras at the same time on desktop\nHuman Agent: I understand. Unfortunately, the web app only shows one camera at a time and the Zviewer program is not supported.\nCustomer: ok. thank you for your time.\nHuman Agent: You're welcome.\nCustomer: can i get a transcript of this for my client\nHuman Agent: You can take screenshots of the chat if you would like. Or if you give me an email, then I can send an email letting you know that the web app only shows one camera at a time.\nCustomer: send it to justin@it-connection.net\nCustomer: thank you for your time\nHuman Agent: I sent an email with that information.\nHuman Agent: You're welcome.\nCustomer: have a great day\nHuman Agent: Thank you. You have a good day, too."]
["Customer: I need help by take in off my Zmodo camera from another account\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Hello\nCustomer: Hello\nCustomer: My zomdo device is disconnected and when I try to reconnect it, it says it's already linked to another account\nCustomer: My zomdo device is disconnected and when I try to reconnect it, it says it's already linked to another account\nCustomer: contact support\nCustomer: contact support\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the device? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the device? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: it says, ZMD-SAP\nCustomer: it says, ZMD-SAP\nHuman Agent: That is not the ID. The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nHuman Agent: That is not the ID. The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: is it AM-KSH004W-VP-AM ?\nCustomer: is it AM-KSH004W-VP-AM ?\nCustomer: sorry,,, ZM-KSH004@-VP-AM\nCustomer: sorry,,, ZM-KSH004@-VP-AM\nCustomer: ZM-KSH004W-VP-AM\nCustomer: ZM-KSH004W-VP-AM\nHuman Agent: No. Can you send a picture of the stickers you see on the device?\nHuman Agent: No. Can you send a picture of the stickers you see on the device?\nCustomer: ok. let me go check it \nCustomer: ok. let me go check it \nHuman Agent: Thank you. If this is a doorbell, it would likely be on the back so you would need to move it off of the bracket. \nHuman Agent: Thank you. If this is a doorbell, it would likely be on the back so you would need to move it off of the bracket. \nCustomer: ok, it's ZMD11J548003507\nCustomer: ok, it's ZMD11J548003507\nHuman Agent: Thank you. It looks like this is bound to a phone number based account where the phone number ends in 380. Is that familiar to you at all?\nHuman Agent: Thank you. It looks like this is bound to a phone number based account where the phone number ends in 380. Is that familiar to you at all?\nCustomer: yes\nCustomer: yes\nCustomer: i was trying to log in using my email\nCustomer: i was trying to log in using my email\nHuman Agent: Actually, that account does have this account email set as the contact email so I may say the full number, 2063213380. Do you still have access to this phone number? If so, you'll want to log out and then log back in using your phone number. \nHuman Agent: Actually, that account does have this account email set as the contact email so I may say the full number, 2063213380. Do you still have access to this phone number? If so, you'll want to log out and then log back in using your phone number. \nCustomer: and when i logged in with my email... i couldn't add the device\nCustomer: and when i logged in with my email... i couldn't add the device\nCustomer: yes, i have access to this phone number\nHuman Agent: If you'd prefer to use this email instead, I can move it to this account instead as well since this email is set as the contact email. \nCustomer: yes, i have access to this phone number\nHuman Agent: If you'd prefer to use this email instead, I can move it to this account instead as well since this email is set as the contact email. \nHuman Agent: Okay. \nHuman Agent: Okay. \nCustomer: sure, please change to use my email as log in instead of phone number\nCustomer: sure, please change to use my email as log in instead of phone number\nHuman Agent: I've added the device to this account. If you're on the homepage, if it does not already show you can pull down to refresh and update the page. Once you have it back on the bracket, let me know if it returns back to solid blue as you had it before. \nHuman Agent: I've added the device to this account. If you're on the homepage, if it does not already show you can pull down to refresh and update the page. Once you have it back on the bracket, let me know if it returns back to solid blue as you had it before. \nCustomer: yes, i see the device now\nCustomer: yes, i see the device now\nCustomer: thank you\nCustomer: thank you\nHuman Agent: No problem, once it is online, if you are outside of central time zone, you will also need to update the time zone. \nHuman Agent: No problem, once it is online, if you are outside of central time zone, you will also need to update the time zone. \nCustomer: thank you\nCustomer: thank you\nHuman Agent: No problem. Is there anything else I can help you with for now? \nHuman Agent: No problem. Is there anything else I can help you with for now? \nCustomer: that's all for now thank you\nCustomer: that's all for now thank you\nHuman Agent: Okay, have a good day and feel free to reach out if you need any other assistance in the future. \nHuman Agent: Okay, have a good day and feel free to reach out if you need any other assistance in the future."]
["Customer: I can not open my account,only when I have an alert why is that.\nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you elaborate more what you mean? are you not able to tap on the app and open it or?"]
["Customer: cannot connect my cameras\nCustomer: how do i take off another account\nCustomer: call me \nCustomer: call me\nCustomer: 7046926032\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What are the IDs of the cameras you want to take off of another account? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \nCustomer: zmd17k21fb06781\nCustomer: and i have another one also\nHuman Agent: zmd17k21fb06781 either has never been set up before or the ID is incorrect. Could you send a picture of it?\nHuman Agent: Is it maybe ZMD17K2IFB06781?\nCustomer: yes\nHuman Agent: Okay, does the other's ID end in 696?\n\nCustomer: yes\nHuman Agent: Okay, these two are currently bound to an account under an email that starts with br and is at yahoo.com. Do you have access to that email?\nCustomer: brandy \nHuman Agent: hm?\n\nCustomer: mite be my sisters email\nCustomer: but we had it for our dad\nHuman Agent: Okay, do you have the invoice from the purchase of the devices?\nHuman Agent: You can generally get it via your past orders wherever you had purchased. \nCustomer: hmayes52@yahoo.com yes i do have \nHuman Agent: Okay, can you please send the invoice then?\nCustomer: my dad has had these for a few yrs and he doesn’t use them anymore \nHuman Agent: Okay, you said you have the invoice, are you able to send it here please?\nCustomer: i have no invoice it has been yrs since they was purchased \nHuman Agent: Okay, in that case I will have to reach out to the current account holder. They will have 30 days to reply. If they reply and approve or do not reply within 30 days, the devices will be unbound. If they reply and deny the request, I would not be able to proceed. In either case I can follow back up with you once the process has finished. Is hmayes52@yahoo.com good to reach you on at that time?\nCustomer: how can i talk to someone on the phone i need help fast \nCustomer: i need help bad\nCustomer: hello\nHuman Agent: Unless you can provide the invoice or access the email, we would not be able to remove them any sooner. If you believe they are on your sister's account, I would recommend asking her to check her email to reply sooner. Was there some other issue you needed help with via a call?\nCustomer: what does it mean access email and when i do it show anything\nCustomer: shows nothing about the cameras \nHuman Agent: I mean that if you do not have access to the email the devices are bound to that I emailed the unbind request to or have the invoice which can generally be found online wherever they were purchased, we would not be able to do anything to expedite the process. \nCustomer: so what would i do if i bought these off someone there has to be a way to take em off come on \nCustomer: how long does it take to take em off by waiting \nHuman Agent: You would need to either speak to your sister to reply to our email if they are on her account or otherwise would need to wait to find the results of the unbind request which could take up to 30 days depending on whether we receive a reply from the current owner. \nCustomer: these have not been activated for 6 months or more\nHuman Agent: I have no way to verify that and can only follow up with the current account holder since you do not have the invoice or access to the account they are on. \nCustomer: D/static_file/2c131421c1_1_20240918145652.png\nCustomer: this is all i have from my moms emails \nHuman Agent: That seems to be your email attempting to create an account today. \nCustomer: my moms account yes\nCustomer: did you send an email to the email you have \nHuman Agent: Yes, I sent an email to the account I mentioned where the email starts with br and is at yahoo.com.\n\nCustomer: k\nHuman Agent: Is there anything else I can assist you with for now?\nCustomer: D/static_file/58060d5ce3_1_20240918150118.jpeg\nCustomer: what else do i need to do\nHuman Agent: If you have access to the email, you may reply approving the unbind request as is noted in the email. \nCustomer: hold on \nCustomer: she’s doin it now \nHuman Agent: Okay. \nCustomer: she just sent it \nCustomer: got it yet\nHuman Agent: Yes, the devices have now been unbound and may freely be set up on another account. \nCustomer: ok thank you so much \nHuman Agent: No problem, is there anything else I can assist you with? \nCustomer: that’s it \nHuman Agent: Okay, have a good day!"]
["Customer: Agent\nHuman Agent: How can I assist you?\nCustomer: Hi, i bought a house with security cameras already installed, but previous owner didnt provide log in details\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd14fph1313526\nCustomer: Zmd14fph1213529\nCustomer: Zmd14fph1213530\nCustomer: Zmd14fph1213536\nHuman Agent: And is there a Network Video Recorder (NVR) at the location, as well?\nCustomer: There isba box model zp-nm28\nHuman Agent: Yes, that is the NVR. It will also have a Device ID on the bottom of it.\nCustomer: Zmd14e3e9204916\nHuman Agent: Thank you. Let me take a look.\nHuman Agent: As these cameras and NVR are already bound to another account I can contact the previous account and request that they delete the cameras and NVR from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: Pavel.brs@gmail.com\nCustomer: Thank you\nHuman Agent: You're welcome. Do you have any questions?\nCustomer: Not at this time. Have a good day.\nHuman Agent: Thank you. You have a good day, too."]
["Customer: How do I change my email on the login?\nCustomer: How long does the camera back up\nCustomer: Can I change the password after I changed the user? And will old users no longer have access?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If anyone is logged into the account, changing the password will log them out, they will only be able to log back in if you provide them the password again. \nHuman Agent: unsure if your cameras are subscribed or not, but cameras without a subscription will take 10 second clips, and those have a window of 8 hours, after that6 they overwrite  to make room for more. With cloud service it varied depending on the plan subscribed to for how long the footage is there before it overwrites. \nCustomer: ai am not sure. Having an issue changing the password\nHuman Agent: okay, do you have access to the account email? Sometimes the reset password verification code can go to the junk or spam."]
["Customer: Troubleshooting\nCustomer: Hi Mira, I have a camera with solid blue light, tried to add it and says it's already paired with a different account which I don't have access \nCustomer: I don't have access to this previous account \nCustomer: -1\nCustomer: Need to talk to a real person \nCustomer: Thanks \nCustomer: You there Grant? \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/7803147ea7_1_20241016170153.jpg\nHuman Agent: Thank you. While I look up this camera, have you setup the camera before? Or did you recently purchase or receive the camera?\nCustomer: I bought this kit from another person, came with a 2 camera kit, only one of the cameras was blinking green and this other was solid blue. \nCustomer: It might have been setup by previous owner. \nHuman Agent: Okay, and the second camera you were able to setup just fine? It was just this camera you are having trouble with?\nHuman Agent: Do you have an invoice or order information from the purchase of the cameras?\nCustomer: Correct, out of the two, only one is solid blue right after powering up. \nCustomer: I don't. \nCustomer: I don't have an invoice. \nHuman Agent: I just wanted to be sure you were not having any issues with the other camera before we go through the process of unbinding this camera.\nCustomer: I only see the barcode \nHuman Agent: As this camera is already bound to another account I can send an Unbind Request. I will contact the previous owner and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: daniel.rodriguez.chaves@outlook.com\nHuman Agent: Thank you. I am getting the Unbind Request sent. Do you have any questions?\nCustomer: By any chance, can I confirm with you the previous owner is also Daniel? I might be able to contact him to check on his email as well. \nCustomer: To let him know to check on the unbind request. \nHuman Agent: I cannot give out customer information. The account that the camera is bound to is an @icloud.com email address and the first two characters are \"je\"."]
["Customer: Set up\nCustomer: Customer Service voice\nCustomer: Agebt\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: Help setting up a camera to my Wi-Fi\nCustomer: So you can’t talk to anybody anymore\nCustomer: Will it runoff 5G?\nCustomer: I believe I also have 2.4\nHuman Agent: You have been connected to a person. The camera connects to 2.4 GHz Wi-Fi and pretty much every router is capable of making both the 5 GHz and 2.4 GHz.\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Ok \nCustomer: Ok\nCustomer: CMD12JG83003912\nCustomer: ZMD\nCustomer: Not cmd\nHuman Agent: That camera will use teh Zink setup method. However, it looks like it is setup on a different account. The camera is connected to a @hotmail.com email address and the first two characters are \"js\".\nCustomer: Yes\nCustomer: Can we do it? \nHuman Agent: Do you recognize the account that the camera is connected to? You would want to log in to that account to do the setup.\nCustomer: My email? \nCustomer: I’ve got your AP on my phone \nHuman Agent: The camera is connected to a @hotmail.com email address and the first two characters are \"js\".\nCustomer: Ok so? \nHuman Agent: Right now, you are contacting me from a different account than the account the camera is connected to. So first, you would want to access the account the camera is connected to.\nCustomer: From my Email?\nCustomer: I don’t know how to do that\nHuman Agent: It is an email account. Is that your email address? Do you recognize the account that the camera is connected to?\nHuman Agent: You would log in to the app using the email address."]
["Customer: I have a camera system given to me but I need to get it logged out to put in my name. It is  a Model ZP-NL18\nCustomer: How can I reach out to an agent\nCustomer: Agent\nCustomer: SN ZM-SS7008D8-1TB\nCustomer: 1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. What assistance do you need with this NVR system? \nCustomer: I have a camera system given to me but I need to get it logged out to put in my name. It is  a Model ZP-NL18\nHuman Agent: I see above, For removing the system from an account We would have to go through the unbind process. For that I will need all of the Device IDs, this will be on the bottom of the NVR and start with ZMD, 14, or 15, and the cameras should also have ID numbers typically which will also start with ZMD, I will need those to see what kind of account they are bound to and to see if they are also all on one account or several accounts as sometimes people do that. \nCustomer: SN ZM-SS7008D8-1TB  For the base\nCustomer: ZP-IBI15-w\nHuman Agent: That's not the ID number I will need from the Base, are you perhaps able to take a picture of all the stickers on the bottom and send those to me in the chat?\nCustomer: I see it now. Sorry\nHuman Agent: No problem\nCustomer: D/static_file/8602059746_1_20241203115730.jpg\nCustomer: D/static_file/deaa03569e_1_20241203115829.jpg\nCustomer: D/static_file/3722f04215_1_20241203115843.jpg\nCustomer: D/static_file/52c3a4a8f7_1_20241203115857.jpg\nCustomer: D/static_file/2f98fe7b7f_1_20241203115914.jpg\nCustomer: D/static_file/df8e0f9a0b_1_20241203115937.jpg\nCustomer: D/static_file/ff419f9abc_1_20241203115955.jpg\nCustomer: D/static_file/0f363e065a_1_20241203120014.jpg\nHuman Agent: Thanks, one moment as I look these up. \nCustomer: Thank you\nHuman Agent: It looks like none of the cameras are bound and may freely be set up on any account using the Zink setup. The NVR though is already bound to a phone number based account ending in 212, is that a phone number that is familiar to you at all? \nCustomer: (770) 778-1212\nCustomer: That’s my buddy’s number that gave them to me\nHuman Agent: Okay, since it is still tied to that number, I'll need to send an unbind request to that number. They'll have 30 days to reply. If they reply and approve of the unbind or do not reply within 30 days, the devices will be unbound. If they reply and deny the request, I would need the original invoice to potentially do anything further. It may be beneficial to follow up with your friend to make sure they reply. In either case, I will follow up with you once the process has finished. Is asachip@aol.com the best email to reach you on?\nCustomer: He doesn’t rember any of the login or passwords \nHuman Agent: That's fine. The request was sent to their phone number via text message so they only need to reply to that. Is asachip@aol.com the best email to reach you on once that process finishes?\nCustomer: That’s his email. Mine is wfdesigns@ymail.com\nHuman Agent: Okay, you're logged into an account under asachip@aol.com. I will follow up with you then via wfdesigns@ymail.com once the process has finished. \n\nYou may still set up the cameras separately from the NVR, but I would recommend leaving the NVR unplugged until it is unbound though or the old user would be able to see the cameras too. \n\nHuman Agent: In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\nCustomer: Ok. Thank you\nHuman Agent: No problem, is there anything else I can help you with for now?\nCustomer: I just realized I’m sending all this from his account. \nHuman Agent: This is not the account the NVR is on, but yes, it seems you are logged into a second account of his based on what you mentioned. \nCustomer: Oh ok, so he had 2 Zmodo accounts. \nHuman Agent: Yes, seemingly based on what you've said. As this is not the account that the NVR is bound to, but you said it is also his email. \nCustomer: Ok. Thanks again\nHuman Agent: No problem, is there anything else I can help you with for now?"]
["Customer: Troubleshooting\nCustomer: Hey I’m waiting on response for a camera that was link to a different account they said I have to wait 30 do for it to disconnect. Is it ready \nCustomer: It’s been over 30 days \nCustomer: It’s been over 30 days I waited for camera to disconnect \nCustomer: Customer support \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account here to find the unbind request, one moment.\nCustomer: Thanks \nHuman Agent: Yes, it looks like it was unbound on the 25th sucessfully, the Rep who assisted you before sent an email to this email zamarante6@gmail.com once that was done.\nCustomer: Yaaay thank you ! \nHuman Agent: No problem, anything else I can assist you with today?"]
["Customer: Hello\nCustomer: Having issue to connect my devices to my phone\nCustomer: Funlux POE\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like you currently have 4 sPoE cameras already on your account, did you have more you were trying to add then?\nCustomer: Yes I have 2 8channels at my place of business\nCustomer: I’ve had issues connecting them for quite some time \nHuman Agent: Okay, what are the IDs listed on the NVR systems? They'd likely begin with 14, 15, or ZMD and the ID would not have any spaces or dashes. It should be located on a sticker on the bottom of the systems. \nCustomer: D/static_file/cbfb6a286d_1_20241108115027.jpg\nCustomer: Would you like all the camera lists?\nHuman Agent: This NVR is already bound to another account under an email that starts with pu and is at gmail.com so you would not be able to bind it to your account while it is bound to that one. Is that account familiar to you?\nCustomer: No not at all\nCustomer: Don’t know any pu…@gmail.com\nCustomer: Can you check the other device \nHuman Agent: Okay, do you have the invoice from the purchase of these devices you're trying to access? \n\nSure, if you provide the other ID I can check it as well. \nCustomer: D/static_file/bf3149bb89_1_20241108115328.jpg\nHuman Agent: That ID is currently bound to the same account. \nCustomer: These devices were purchased on Amazon years again…\nHuman Agent: It looks like your account and this account were created on the same day. Did you have someone else setting things up with you that may have used that email that starts with pu?\nCustomer: Ohhhh I think it’s purchasedepartcppl@gmail.com\nCustomer: My purchasing manager used to use that address \nCustomer: I would have to login under that name to remove?\nHuman Agent: That does not match fully. It may be worth checking in with them if you believe they may have set it up though as they would have the ability to unbind from their account. Otherwise, do you have the invoices from the purchase of the devices? If not, I can also reach out to them via the email to request permission to unbind. \nCustomer: Let me look for the invoice \nHuman Agent: Okay. \nCustomer: I will get back in a few\nCustomer: mailto:purchasingdepartcppl@gmail.com\nHuman Agent: Okay, the chat will remain active for 7 minutes, I'll go ahead and reach out to you via email as well in case you would not be back within that time. Do you want me to reach out to you on kahlil.salazar@gmail.com?\nHuman Agent: Also, do you specifically only want the NVRs unbound or also cameras? If so, how many cameras are you needing unbound? \nCustomer: D/static_file/4abd4959bb_1_20241108120144.png\nCustomer: D/static_file/0eb5981df1_1_20241108120153.png\nHuman Agent: The NVRs have been unbound and you should now freely be able to add them to your own account by connecting your phone to the wifi network of the router they're on, hitting the plus in the top right of the home page of the app, then legacy, then smart kit. If you have any trouble, please let me know. \nCustomer: Thanks \nHuman Agent: No problem."]
["Customer: Good afternoon I have Zmodo 4 pack cameras that I had gotten off of Amazon I replaced and upgraded my phone and in the process much of my information did not transfer like my Zmodo information now it’s not recognizing me. It’s still the same cameras and email address, what do I do?\nCustomer: Is there a phone number for customer support??\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nHuman Agent: You can tap on Schedule Call if you would like to make a callback appointment.\nCustomer: ZMD18FLG512169 and the \nHuman Agent: Can you try sending that Device ID again? The Device ID is missing a letter or a number.\nCustomer: ZMD18FLIG502237 and the other was ZMD18FLIG512169\nHuman Agent: Thank you. THose cameras are on another account. The cameras are setup on a @gmail.com email address and the first two characters are \"di\".\nHuman Agent: Do you recognize the email address that the cameras are setup on?\nCustomer: Thank you diyorkielady@gmail\nHuman Agent: That is not the email address that the cameras are setup on.\nCustomer: I know there mine and I know I did it but I don’t remember the email address. Getting old is not fun or easy!\nHuman Agent: Alright, if you do not have access to the account and do not remember the email address, then there are a couple of options. First, do you have the invoice or order information from your purchase of the cameras?\nCustomer: No they were a purchased a while back as a gift from my sister however; I do still have the original box.\nHuman Agent: As these cameras are already bound to another account I can contact the previous account and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: dibestyorkie@yahoo.com\nHuman Agent: Thank you. Do you have any questions?\nCustomer: Hopefully I can remember the email. Thank you so much for all of your patience and your support. God bless you!🙏🏽😊\nHuman Agent: You're welcome."]
["Customer: How much to subscribe \nCustomer: How to get movement notifications \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You can turn on notifications by selecting \"On\" under notifications on the home page of the app."]
["Customer: Hi\nCustomer: hi \nCustomer: I can't connect my camera to my cell phone\nCustomer: I already did that and it still doesn't work for me\nCustomer: I need to speak to someone from customer service\nCustomer: hi \nCustomer: I can't connect my cameras\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD14CSDA282135\nHuman Agent: That camera is setup on a different account. Have you setup the camera before? Or did you recently purchase or receive the camera used?\nCustomer: I lost my other account and I don't have access to my email\nHuman Agent: So you do not have access to the email address that you setup the camera on? You are not able to receive emails at that email address?\nCustomer: I can't receive\nHuman Agent: Okay, then we have a few options. Do you have any other cameras?\nCustomer: I have 4\nHuman Agent: Could I have the Device IDs for the other cameras?\nCustomer: give me a moment\nCustomer: ZMD13FFDA000080\nCustomer: ZMD14CSDA282135\nCustomer: The other camera is upstairs, I can't lower it.\nHuman Agent: So far you have given me two device IDs. Can I have the other two? Or can you tell me the email address that the cameras are setup on?\nCustomer: gordales@hotmail.com\nCustomer: ZMD14CVDA287101\nCustomer: ZMD14CSDA282135\nZMD13FFDA000080\nZMD14CVDA287101\nHuman Agent: Do you have the invoice or order information from the purchase of the cameras?\nCustomer: I don't have them\nHuman Agent: As these cameras are already bound to another account I can contact the previous owner and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will contact you. What is the best email to reach you?\nCustomer: caceresjfr@gmail.com\nHuman Agent: Thank you. Do you have any questions about the Unbind Request process?"]
["Customer: Hello, i lose my old cellphone and the access to my cameras \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You should still be able to log into the same account on your new phone unless it was specifically tied to the phone number and you forgot the password. \nCustomer: But i lose this account \nCustomer: Only i have my devices\nHuman Agent: I'm unsure what you mean, this is a new account. What is the old account email or phone number?\nCustomer: I don't remember this account \nCustomer: Hello \nCustomer: I need support \nCustomer: I don't remember my old account \nCustomer: Only i have my devices \nCustomer: I need connect my devices \nHuman Agent: Yes, I am still here. What is the ID of one of your devices in that case? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: D/static_file/f94d372650_1_20241107145157.jpg\nCustomer: Is this \nCustomer: Or not ? \nHuman Agent: Yes, that is it there, one moment. \nCustomer: Ok\nHuman Agent: I am not able to give you the full email of the account, however I can give you the first 3 letters and the domain, it is ker*************@gmail.com do you have access to this email at all?\nCustomer: I don't have access \nCustomer: I need that reset my records, only i need install my devices \nCustomer: Reset that account and allow me settings my devices plis \nHuman Agent: In order to remove the devices from that account we would need to send an unbind request or be provided the original invoice from when the cameras were purchased.  For the unbind request it would go to the email the cameras are tied to currently, and if we receive a response of approval or if after 30 days of no response has passed then we will be able to unbind them. \nCustomer: But i need use my devices \nCustomer: I don't have my invoice \nCustomer: Plis i need use my devices \nCustomer: In this moment \nHuman Agent: Unfortunately for the Unbind process these are the only two options we are able to preform.  I will send the Unbind request now, and once I receive a response  or after 30 days have passed I will be able to notify you. Is the email ycristy959@gmail.com the best to reach you at?\nCustomer: Ok\nHuman Agent: I have sent the Unbidn request and started the process. Keep an eye out for any response once we hear back or after 30 days have passed."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: I am trying to replace my original account with the new account I was told that I need to change my login Which is my email address to my phone number so that I can marry my devices to a new account what do I do\nCustomer: I tried to add a new camera to the existing account that I had with eight cameras in three different locations it totally locked me out from my original eight cameras when I tried to re-register with the new app I cannot access the original cameras due to the factor registered to the old account\nHuman Agent: Hi my name is Wendy.  Do you still have access to login to the old account?\nHuman Agent: Unfortunately, it is not possible to change the account phone number since that's the actual account identifier.  You would need to create a new account with an email address since new phone number accounts are no longer able to be created.\n\nCustomer: How do I get there where do I start\nCustomer: No I do not have the ability to enter the original account\nHuman Agent: Okay.  What are the device IDs on the cameras that you have?\nHuman Agent: The device IDs will be listed on stickers on each device and will start with ZMD or GSG\nCustomer: Zmd13bdd9001752. \nHuman Agent: Your email dgurgone@aol.com is the contact email for the phone number account.\nCustomer: This is the only camera I have access to the others are mounted outside need a ladder to get to please make this work\nHuman Agent: I can move the cameras to a different account.  Are you wanting them moved to email dgurgone@aol.com?\nCustomer: I want everything moved that was recorded against the original account and I need to know how to access it when that happens nothing is available to me at this point\nHuman Agent: What do you mean you want everything moved that was recorded? I'm not sure I understand what you mean?\n\nI can move the cameras to account email dgurgone@aol.com. Would you like me to do that for you?\nCustomer: There is eight cameras under my original account I want all of those placed on whatever account is necessary for me to use my cameras I cannot access any devices at this point and for the last 3 months all of them are still plugged in I might be mistaken a few might be unplugged\nHuman Agent: are you wanting the cameras bound to email account dgurgone@aol.com?  Please let me know and I will move the cameras to your email account.\nHuman Agent: Can you log into the Zmodo app with email dgurgone@aol.com?\nCustomer: Yes I want them all on the new account with the email if that's what's required or the phone number if that's what's required I just need to know that I can use my cameras connected to my account and I also need to know when that account needs to be renewed because I cannot gain any information at this point please help me\nHuman Agent: Okay it will take me a few moments, please wait.\nCustomer: I hope you're still there\nHuman Agent: There were 6 cameras connected to phone number 3127353904.  All 6 cameras are now bound to dgurgone@aol.com.  If you login to the app with email dgurgone@aol.com you will see the cameras on your account.\nHuman Agent: 3 of the cameras show offline.  If you need help getting them setup again please let me know what color the indicator lights are on the cameras and are the lights blinking or solid.\nHuman Agent: Country house, Chicago rear deck, & LG REAR DECK show offline.\nCustomer: If you can get the cameras that are connected up I will have to plug in those other cameras when I get to those locations the camera that I'm sitting next to which has no light on it it starts off green and does not switch it goes dark is the country house camera what should I do now\nHuman Agent: You are looking at Country house camera and the indicator light starts off green then turns off?\nHuman Agent: could you try plugging the camera in with a different working 5v 1a micro usb power adapter?\nHuman Agent: no extension cords, power strips, or surge protectors.\nCustomer: Yes there is no light on the camera that I gave you the ID number for it is dark in color it will go Blue when I first plug it in for about 30 seconds and then stop\nHuman Agent: could you try plugging the camera in with a different working 5v 1a micro usb power adapter? no extension cords, power strips, or surge protectors.\nCustomer: I cannot change the adapter this camera is an interior camera which is hardwired with an adapter in cord\nHuman Agent: okay.  If the camera will not stay powered on you will not be able to set it up\nCustomer: Is there any way to reset the camera or do I need to replace it?\nHuman Agent: You could first try using a different power adapter.  it could be just the adapter that needs to be replaced otherwise you can purchase a replacement camera.\nCustomer: I was able to change the adapter plugged it in turn green solid flashed for about 5 Seconds and went dark is the camera broken?\nHuman Agent: yes most likely the camera is broken if it will not stay powered on\nHuman Agent: There are similar 1080p outdoor bullet cameras available on Zmodo.com\n\nhttps://www.zmodo.com/1080p-wireless-security-camera-black\nHuman Agent: enter promo code: halloween35 at checkout to get 35% off your order -valid until tomorrow Oct 31 2024\nHuman Agent: promo is only valid on Zmodo.com\nCustomer: My other cameras which I do not have access to need to be accessed using using my email is that correct\nHuman Agent: Which cameras do you not have access to?  Could you please let me know the device IDs?  \nHuman Agent: The device ID will be on a sticker on the camera and start with ZMD or GSG\nCustomer: The only location that I can think of is Chicago rear deck and it is plugged in and should be connected to my internet connection can you access that\nHuman Agent: Chicago rear deckZMD17A6I7536481 is a camera that is offline.  It is now bound to your email account.\nHuman Agent: What color is the indicator light on this camera? and is the light blinking or solid?\nCustomer: I will have to attach to the new account on a one by one basis when I get to those locations have them plugged in make sure that the internet is connected and they should access my account is that correct\nHuman Agent: What is your new account?\nCustomer: It is the one that I could connect to using my phone number? Or my email which one\nHuman Agent: I bound the 6 cameras from your phone number account to your email account dgurgone@aol.com.  Do you see the cameras now on your email account?\nHuman Agent: Login to the zmodo app with email dgurgone@aol.com\nCustomer: I will attempt to go on to my app and try to access my devices if it works you have saved my life thank you for your time and for your good work any other info you need to share\nHuman Agent: No, I had mentioned that 3 of the cameras show offline.  You let me know that 1 of them no longer powers on.  If you let me know what the indicator lights are doing on the other 2 I can help troubleshoot \nCustomer: Depending on the location my cameras are in three different states I will not be able to access the cameras until I travel to those locations so I'll know then what they're doing and if I have a problem I'll have to try this again\nHuman Agent: okay\nCustomer: Is there any way that this process is recorded on your end in my file so that if I have a problem going forward they can access this information?\nHuman Agent: Our live chat agents to pull up this conversation if you contact us again under this email\nCustomer: I will try to log in to my account hopefully I will be able to gain access to some of my cameras in correct those that are offline when I reach those locations thank you again for your help you're the first person over 3 months they got me this close to resolving my issues can you tell when I need to renew my account?\nHuman Agent: None of the 6 cameras connected to your account have paid cloud plans.  What were you wanting to renew?\nCustomer: I want the camera services that cover I believe 8 cameras or 10 cameras which was the very basic account but service my needs\nCustomer: It would only be a renewal of my existing account that I had if it expired\nHuman Agent: You would have to login to the app to see if the clip plan is available to you.  the Zmodo clip plan was not officially released.  There are (2) paid cloud plan options 7-day & 30-day.  Each cloud plan applies to an individual camera.  \nHuman Agent: Paid cloud plans are optional not required.\nCustomer: I will investigate my plan options going forward once I get my system up and running thank you again\nHuman Agent: you're welcome.  Have a good day"]
["Customer: Buenas\nCustomer: 1\nCustomer: No puedo conectar mi dispositivo de cámara \nCustomer: Necesito eliminar la cuenta anterior del dispositivo\nCustomer: No tiene nada de eso, es más antigua\nCustomer: Modelo: ZH-IZV15-WAC\nCustomer: Quiero eliminar la cuenta de ese modelo \nCustomer: Agente\nCustomer: Para eliminar la cuenta de ese modelo, te recomiendo que escribas \"Agente\" y luego presiones el botón \"Customer Care Agent\" para chatear con un agente que pueda asistirte en español. Ellos podrán guiarte en el proceso de eliminación de la cuenta.\nCustomer: Eso necesito\nCustomer: Para obtener más información sobre el modelo ZH-IZV15-WAC, te recomiendo que visites nuestro sitio web o nuestra tienda en Amazon. Allí podrás encontrar detalles sobre el dispositivo y cómo realizar la compra. Si necesitas ayuda adicional, no dudes en preguntar.\nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debería comenzar con ZMD y debería estar en una pegatina blanca en la cámara o en el soporte, normalmente debajo de un código de barras.\nCustomer: ZMD00I004202132\nHuman Agent: Gracias. Esa cámara está configurada en una dirección de correo electrónico @hotmail.com y las dos primeras letras son \"ja\". ¿Reconoces la dirección de correo electrónico? Si es así, ¿tiene acceso a la dirección de correo electrónico para iniciar sesión en la cuenta?\nCustomer: No, porque me la regaló ayer un amigo\nCustomer: Es Javier\nCustomer: Lo que quiero es eliminar la cuenta antigua y poner una nueva que sea la mía \nHuman Agent: Bien, ¿se lo compraste a tu amigo? ¿Tiene alguna factura o información del pedido de la compra de la cámara?\nCustomer: No\nCustomer: Me la ha regalado porque me hacía falta porque me entraron a robar ayer \nCustomer: Tengo su número de teléfono o su correo\nHuman Agent: Como esta cámara ya está vinculada a otra cuenta, puedo comunicarme con el propietario anterior y solicitarle que elimine la cámara de su cuenta; sin embargo, debo esperar 30 días para recibir una respuesta. Cuando reciba una respuesta o al final de los 30 días si no recibimos respuesta, desvincularé el dispositivo y me comunicaré con usted. ¿Cuál es el mejor correo electrónico para comunicarme con usted?\nCustomer: josemariapachecotorres@gmail.com\nCustomer: Su correo\nCustomer: javiderrivos@hotmail.com\nHuman Agent: Gracias. Recibo el correo electrónico de solicitud de desvinculación enviado a la cuenta a la que está vinculada la cámara. ¿Tiene alguna pregunta sobre el proceso de solicitud de desvinculación?\nCustomer: Estoy hablando con él por teléfono ahora mismo\nCustomer: Dice que se está metiendo ahora mismo\nCustomer: Va a desvincularla\nHuman Agent: Envié el correo electrónico de solicitud de desvinculación a la cuenta a la que está vinculada la cámara. ¿Tiene alguna pregunta?\nCustomer: Sí \nCustomer: Muy importante \nCustomer: Él está en la aplicación ahora mismo\nCustomer: Cómo la desvincula\nCustomer: Él mismo ahora mismo\nCustomer: En borrar cuenta?\nHuman Agent: Lo eliminas a través de la Configuración del dispositivo. Como dije, envié un correo electrónico a la dirección de correo electrónico a la que está vinculada la cámara. Ese correo electrónico tiene instrucciones sobre cómo desvincular la cámara.\nCustomer: Pero viene en inglés \nCustomer: Puedes mandárselo en español \nCustomer: ?\nHuman Agent: Envié una respuesta al correo electrónico inicial traducida al español.\nCustomer: Ok"]
["Customer: I have a old account that I want to reconnect but it is telling me to cancel my old account. I don't know how to..please help me \nCustomer: 1\nCustomer: Agent \nHuman Agent: Do you know the email address or phone number that you used to log in to your old account?\nCustomer: nwalker@atlanticbb.net\nHuman Agent: That is the account you are currently logged in to. So that would not be your old account. \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD13GTED001899\nHuman Agent: That camera is setup on a phone number account, *******502.\nCustomer: That's my phone number.  8036348502\nHuman Agent: Yes, that is the phone number that the camera is setup on. You will want to log in to the app using the phone number.\nCustomer: I got to the password part then it kept telling me to name my device..but I didn't know where to type in name \nHuman Agent: You would type the name where the Device ID is located. But the camera is already setup on an account. Right now you are logged in to the wrong account. So you would want to log out and log in with the phone number.\nCustomer: It don't ask for a phone number either..so where am I supposed to add the  phone number?\nHuman Agent: You need to log out of the account you are logged in to.\nHuman Agent: And then you log in with the mobile number.\nCustomer: Ok"]
["Customer: Set up\nCustomer: I bought  these 2 zmodo cameras at a thrift store & I was wondering how to hook them up\nCustomer: Can you connect me with customer support?\nCustomer: Thanks\nCustomer: 1\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD131DE228202\nHuman Agent: Can you try sending that Device ID again or send a picture of it? It is missing a number or letter.\nCustomer: &ZMD131DE2228201\nCustomer: Give me just a second & I'll send u a picture \nCustomer: D/static_file/9f36cb478d_1_20240917165521.jpg\nCustomer: Picture 1\nCustomer: D/static_file/9d01dd1b93_1_20240917165552.jpg\nHuman Agent: That picture is very blurry and the ID cannot be read from it.\nCustomer: Picture 2\nHuman Agent: The second picture is a little better and I can read that. Thank you.\nCustomer: Ok,here it is.ZMD13IDE2228202\nHuman Agent: Do you have an invoice or order information from the purchase of the cameras?\nCustomer: No sir\nHuman Agent: As these cameras are already bound to another account I can send an Unbind Request. I will contact the previous owner and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: timcarpenter640@gmail.com\nHuman Agent: Thank you. I am getting that email typed up now. Do you have any questions about the Unbind Request process?\nCustomer: No sir, I understand. I kinda figured something like that being that they came from a thrift store.lol.i really appreciate it. \nHuman Agent: You're welcome."]
["Customer: Change language \nCustomer: Set up\nCustomer: Change app language \nHuman Agent: Hello, you've reached customer care, my name is Kylie. There is no way in the app itself to change the language, if you want the language to be changed in general I would advise changing the phone language to try and change it but if that deos not work then there is no other way."]
["Customer: Change my phone number \nCustomer: Agent \nCustomer: Change my phone number. I got a new phone number. The one I use to have isn't mine anymore. \nCustomer: This takes a while\nCustomer: Are you there? \nHuman Agent: Hello, you've reached customer care, my name is Kylie. There is not a way to change what was used when creating an account, we no longer allow users to use a phone numebr for account creation, for creating a new account you would only be able to use an email. You can delete the cameras from this account, create a new account and re add them onto that if you wish, otherwise there sadly is no way to change the phone number for this account. \nCustomer: Wow. That's not good. \nHuman Agent: You can set a contact email with this account, but that's the only thing that would be possible. If you know the phone number, and the password you will always be able to login though. \nCustomer: OK thanks anyways. \nHuman Agent: No problem, have a good day."]
["Customer: Set up\nCustomer: Hablas español\nCustomer: No puedo retirar 1 de los dispositivos\nCustomer: Voy al dispositivo en los tres puntos en la parte superior me sale el menú de retirar punteo retirar y no lo hace\nCustomer: Es lo mismo reiniciar que retirar el dispositivo\nCustomer: Ya hice el procedimiento indicado y no me deja retirar el dispositivo\nCustomer: Cómo me contacto con ellos en el chat en vivo\nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon. ¿Qué dispositivo quieres eliminar?\n\nCustomer: Agente\nHuman Agent: Which device do you want to remove?\nHuman Agent: ¿Qué dispositivo quieres eliminar?\n\nCustomer: El número 4\nCustomer: Y el número uno\nCustomer: Son dos cámaras\nHuman Agent: Bien, ¿te gustaría que se restablecieran también? Como parecen estar en línea.\n\nCustomer: No las quiero eliminar para podérmelas llevar para otra apartamento\nCustomer: Allá las voy a instalar en otra red\nHuman Agent: ¿Está pensando en volver a agregarlos a este apartamento en esa otra red? De ser así, no es necesario eliminarlos.\n\nCustomer: Me las voy a llevar para otro apartamento o casa y las voy a agregar a otra red de Internet\nHuman Agent: Correcto, pero puedes tener cámaras en diferentes redes en la misma cuenta y no es necesario eliminarlas para configurarlas en la otra red. ¿Quiere volver a agregarlos a esta cuenta en la otra ubicación?\n\nCustomer: Es abrir otra cuenta de mi esposa en otra casa y lo va a manejar ella directamente\nHuman Agent: Bien, entonces ella podrá hacer eso. Se eliminan.\n\nCustomer: Se las voy a obsequiar regalar\nHuman Agent: ¿Hay algo más en lo que pueda ayudarte por ahora?\n\nCustomer: Se eliminaron de mi cuenta\nHuman Agent: Sí, si todavía se muestran durante unos minutos, puede simplemente desplegar la página de inicio para actualizarla. ¿Hay algo más en lo que pueda ayudarte por ahora?\n\nCustomer: Muchas gracias por tu atención\nHuman Agent: Ningún problema."]
["Customer: Set up\nCustomer: Cameras linked to another account. Picked up second hand, everything included, thought I was getting a great deal but cannot connect\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  Are you able to send me the cameras ID number> this is a sticker on the bottom of the cameras and will start with ZMD I will look up each device and see what kind of account they are tied to."]
["Customer: Eliminar un dispositivo \nCustomer: Eliminar un dispositivo \nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Toque el dispositivo que desea eliminar.\n\ntoque el ícono con forma de engranaje, toque el nombre de la cámara, toque \"Eliminar dispositivo\".\nHuman Agent: Toque el dispositivo que desea eliminar.\n\ntoque el ícono con forma de engranaje, toque el nombre de la cámara, toque \"Eliminar dispositivo\"."]
["Customer: I need to change the email log in\nCustomer: I need a representative \nHuman Agent:  There is not a way to change the email used to log in to an account. If you want to use a different email address for your account, then you will want to delete the cameras from the account they are setup on. Then you would create a new account and connect the cameras to the new account.\nCustomer: I don't know how to do that... \nHuman Agent: You can delete the cameras in your app. On the Home screen above the list of your cameras it says My Devices. To the right of that it will say Settings. Tap on Settings and then tap on the camera you want to remove from the account. Then tap on the three dots in the top right corner. At the bottom of the screen it will say \"Delete Device\" or \"Remove Device\". Tap on that to delete the camera from the account.\nHuman Agent: Then you can create a new account on the app and add the cameras to your new account with a LAN Search in the app.\n\nMake sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct."]
["Customer: How can I see how many devices are logged into my camera system \nCustomer: I don’t see that option \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Mira the Chat AI misunderstood the question you asked. There is no way from the app itself to see when people login or who has access, even from our end we are not able to see those kinds of details, the app does not track that at all. If you are worried someone might have access that you don't want to you can always change the password for the account, anyone that is logged in would be logged out and cannot get in unless they login with the new password.  \nCustomer: Okay thank you \nHuman Agent: No problem, thank you as well. Any other questions before we go from chat?"]
["Customer: Se perdieron mis cámaras del app\nCustomer: No me deja, el mensaje es que están con otra cuenta y mis datos son los mismos \nHuman Agent: Hola mi nombre es Wendy.\n\nProporcione la identificación del dispositivo en las cámaras con las que necesita ayuda. Verifique la etiqueta en el dispositivo, que podría comenzar con ZMD o GSG.\nCustomer: Voy a salir a revisar una de ellas, son 3\nHuman Agent: ok\nCustomer: D/static_file/5de48de7c2_1_20250217163909.jpg\nCustomer: Es una de ellas \nHuman Agent: ZMD19G4IH405564 está conectado a una cuenta de número de teléfono que termina en xxx675\nCustomer: Si es mi número \nHuman Agent: Querrá iniciar sesión en la aplicación con su número de teléfono en lugar de un correo electrónico."]
["Customer: Set up\nCustomer: My camera says it’s bound to another account but I bought all 4 cameras together a few years ago. The 4th has never been able to be used and I would like to get it set up \nCustomer: Contact an agent\nCustomer: Agent\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: There is no barcode. There’s a model and an FCC ID\nCustomer: D/static_file/fac58ee3e0_1_20250312152007.jpg\nHuman Agent: Alright, what is on the stand of the camera?\nCustomer: That’s where the model and fcc id is\nCustomer: D/static_file/55546212cf_1_20250312152126.jpg\nCustomer: If I back out of the chat and try to pair it to get the one it says, will I be able to reopen this?\nHuman Agent: On the actual stand itself, not on the bolt that connects it to the camera. Down near where it folds, is there a sticker with any information?\nHuman Agent: You can try to connect it and it will show the Device ID there, as well.\nCustomer: No. I just sent you a photo. There’s nothing anywhere \nCustomer: That’s what I just asked. If I back out and get it, will it allow me to come back to this chat?\nCustomer: D/static_file/13c6f0325c_1_20250312152526.png\nHuman Agent: Yes, you can come back to the chat.\nCustomer: ZMD13HJE2282749\nHuman Agent: That camera is setup on a @gmail.com email address and the first two characters are \"ma\". Do you recognize the email address?\nCustomer: No\nHuman Agent: Alright, if you do not have access to the account the camera is setup on, then we have a couple of options. First, do you have the invoice or order details from the purchase of the camera?\nCustomer: No. These were bought 6 years ago. I’ve never been able to connect the 4th camera. \nHuman Agent: As this camera is already bound to another account I can contact the previous account and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: Cassandrajones830@gmail.com\nHuman Agent: Thank you. Do you have any questions about the Unbind Request process?\nCustomer: I should hear something in 30 days?\nHuman Agent: When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you.\nCustomer: Okay sounds good\nHuman Agent: Do you have any other questions?"]
["Customer: Troubleshooting\nCustomer: I have done all of this and still will not join \nCustomer: I cannot update the firmware if I cannot join it to the app. \nCustomer: I need someone to talk to or knows how to help me \nCustomer: Cannot add zlink cameras to my app\nCustomer: How can I get help. \nCustomer: Hi Dan. Having issues adding a zlink device. Have followed all prior troubleshooting with your robot. Need a person that can help. \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I have 4 cameras that I got from someone. Have not been used in 2 years but power up ok and get green blinking light. Have tried QR code and zlink to add be neither worked. Same result on 2 so far. Hopefully you can help. OK I’ll send a picture. \nCustomer: D/static_file/9ae7fc8c60_1_20250113132118.jpeg\nCustomer: ZMD13JKDA286721\nHuman Agent: That camera is setup on a different account. The account is a @gmail.com email address and the first two characters are \"db\". Do you recognize the email address that the camera is setup on?\nCustomer: Yes. I have asked him to delete but haven’t heard back. \nHuman Agent: Okay, we have some options available to us. Can you give me the Device IDs for the other cameras?\nCustomer: Yes. \nCustomer: Give me a minute.\nCustomer: ZMD13JKDA286782\nCustomer: ZMD13JKDA286725\nCustomer: ZMD13JKDA286727\nHuman Agent: Thank you. We have two potential options here. First, do you have the invoice or order information from your purchase of the cameras?\nCustomer: No\nHuman Agent: As these cameras are already bound to another account I can contact the previous account and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: It is my son in laws father. He gave them to him. Can’t you just remove them ? \nHuman Agent: We would have to go through the Unbind Request process first.\nCustomer: What if I get him to delete them, will I be able to add them or do I need to contact support again ?  Also can I use QR code or do they need a firmware update. \nHuman Agent: That is part of the Unbind Request. We would contact the current owner with information about how to unbind the cameras. We will then contact you letting you know they have been unbound and how to set them up. The cameras will use the Zink setup. \nHuman Agent: What is the best email to reach you?\nCustomer: My email is pondview99@gmail.com. So I just spoke to the previous owner. He no longer has the app and he doesn’t use the Gmail account I set up for him just to use the apps and cameras so he won’t be able to reply to your email. He doesn’t remember the password and I don’t either. It was over 5 yrs ago. \nCustomer: Are you still there ? \nHuman Agent: I will send the email to the email address on the account. If we get a response approving the Unbind Request or do not get a response after 30 days, then we will unbind the cameras and contact you."]
["Customer: I purchased a zmodo camera from somebody, but there account is still on it. How can I erase the account so I can add my account?\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd13e3da003781\nHuman Agent: Thank you. Is that the only camera that you purchased used? Or do you have more devices?\nCustomer: Just the one\nHuman Agent: Alright, and do you have the invoice or order information from the purchase of the camera?\nCustomer: No it was used online porch pick up.\nHuman Agent: As this camera is already bound to another account I can contact the previous account and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: Adamnalicea143e@gmail.com\nHuman Agent: Thank you. Do you have any questions about the Unbind Request process?\nCustomer: No I understand."]
["Customer: Troubleshooting\nCustomer: hi mira \nCustomer: why do i always have to put my user name in to see my cameras?\nCustomer: i didnt have to before this is bs it should be in there automatically accually im thinking its because i stopped paying the monthly fee for them\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Nah, this is not due to you not being subscribed. \nCustomer: them why cant my user name automastically be on the log in?\nHuman Agent: You can save it to your web browser if you have a password manager that you want to use.\nCustomer: im going to get rid of these and get some good cameras see yaa\nHuman Agent: I understand. If you want to save the email address, you can use a password manager. Otherwise, you would just need to type in your email address when you open the web app."]
["Customer: Troubleshooting\nCustomer: I have bought this camera at a yard sale and cannot pair it to a new account\nCustomer: I have bought it at a yard sale and do not know the previous owners\nCustomer: I have bought it at a yard sale payment information does not exist\nCustomer: So how can I resolve my issues\nCustomer: Can I factory reset the camera or something of the sort\nCustomer: Well doing so get it off the existing account to\nHuman Agent: Hi my name is wendy.   Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: ZMD16EM17200926\nHuman Agent: ZMD16EMI7200926 please unplug the camera until it can be unbound\nCustomer: Ok\nHuman Agent: the camera is connected to email tr------@outlook.com\nCustomer: I don't know \nHuman Agent: Is it just this one camera you need unbound? or are there others as well?\nCustomer: When trying to do the setup it told me that I had to remove it from existing account\nHuman Agent: Is it just this one camera you need unbound? or are there others as well?\nCustomer: Just one\nHuman Agent: okay.  I will contact the previous account on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous account. If the request is denied then I would need the original invoice for anything further.\n\nI will follow up with you by email after the device/s have been unbound.\n\n\n***What is your email so I can send you a message after the camera has been unbound?\n\nHuman Agent: ***What is your email so I can send you a message after the camera has been unbound?\nCustomer: walkermatt0103@gmail.com\nHuman Agent: Thanks!  As soon as the camera has been unbound I will send you a message.\nCustomer: 30 days ?\nHuman Agent: 30 days with no reply or as soon as the previous account replies to my message approving the unbind\nCustomer: Come on your joking right\nHuman Agent: no I'm not joking\nCustomer: Whats the account \nHuman Agent: the camera is connected to email tr------@outlook.com\nCustomer: I wish to try to contact them\nHuman Agent: ok\nHuman Agent: Let them know they would just need to login to their account and delete the camera then you will be able to set it up to your account.\nCustomer: What the full account \nHuman Agent: I can only provide the first two letters/numbers of the email\nCustomer: Then send the other separately \nCustomer: Thank you ai \nHuman Agent: Sorry? I don't understand your last message\nCustomer: Nevermind \nHuman Agent: ok"]
["Customer: I bought a house with a camera system. How do I hook up to the cameras \nCustomer: This device is already bound to another account. Please delete it from that account, reset it, and try again. If you do not have access to that account, please power off the device and contact support.\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I don’t have that with me currently"]
["Customer: Troubleshooting\nCustomer: talk to a representativ\nCustomer: thanks\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: hi, my name is erick, i talk to someone a month ago about my camera, says is linked with another account, she said i need to wait a month to be able to unlock for me, i send all the information, the serial number, but i didn't receive a feedback yet, its more than a month now\nHuman Agent: Okay, let me check the unbind process for the devices, one moment.\nCustomer: thanks\nHuman Agent: I was able to find the unbind request, it has not been 30 days yet and we have to received a response of approval yes as well the process is still ongoing and I am not able to unbind the device early. \nCustomer: sure\nHuman Agent: Pardon?\nCustomer: sorry, i think was a month already\nCustomer: the sure was for the other message\nCustomer: i didint receive any emails, anything, i just need to wait for how much time ?\nHuman Agent: Your original request was on 1/10 so it would time out on 2/9 if we have not received a reply by then. \nCustomer: ok, sounds good, i think was on day 6 because my baby born on day 6, i buy this camera to help my wife with the baby\nCustomer: its ok, i can wait a little more\nHuman Agent: Okay, is there anything else I can help you with for now?\nCustomer: no, thats all for now, thanks for the help\nHuman Agent: No problem, have a good day. We are closed 2/9 so we should be able to get back to you on the result of the process on 2/10."]
["Customer: Hi \nCustomer: I need to stop shering my cameras \nCustomer: Yes can you send me step by step please \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. For any device you want to stop sharing, you can tap settings to the right of My Devices on the home page of the app, tap on that device, go to Sharing Management, tap the pencil in the top right, then hit the X on the person you want to remove from sharing. If you only want to turn it off for a bit, you could instead just swap the slider on the person to off for however long you wish."]
["Customer: My camera turns on green background, then a bunch of red lights show up, and then it goes blank again. I cannot get it to sign on.\nCustomer: -1\nCustomer: Is there a special power cord needed. I am not sure if I am using the original power cord, but it does light up green and red, and then shut down\nCustomer: Do you sell the original cord for my camera\nHuman Agent: Hi my name is Wendy.\nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: ZP-IBH15-W\nHuman Agent: The device ID will start with ZMD -it will be near the model\nCustomer: ZMD13DMDA001493\nHuman Agent: ZMD13DMDA001493 shows online.  its connected to  a phone number account ending in 392\nHuman Agent: are you logged into the app with this phone number?\nCustomer: I think so\nCustomer: Yes\nHuman Agent: Okay if you are logged into the app with your phone number ending in 392 tap on the live button of camera ZMD13DMDA001493  you should see the live feed\nCustomer: Where is live button\nHuman Agent: D/static_file/8215d2f16b_1_20241010160504.png\nCustomer: Mine says no devices\nHuman Agent: that may mean you are logged into the wrong account.\nHuman Agent: tap on \"me\" in the lower right corner, what email or phone number is listed at the top of this screen?\nCustomer: It gives the correct email and there is an account number there, but no phone number. It says I can delete the account and maybe I need to do that and start over.\nHuman Agent: If you see an email then you are logged into the wrong account\nHuman Agent: Log out then login with phone number ending in 392"]
["Customer: Agent \nCustomer: Can't log into old account and remove devices can you help me .\nCustomer: ?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device to see what kind of account it is bound to first, can you send me all the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid. \nCustomer: Zmd16LEi7205796\nHuman Agent: It looks like that device is bound to an account that was created with an email, the email is  ren**************@icloud.com Do you have access to that email at all?"]
["Customer: Troubleshooting\nCustomer: The dates and times on my system are incorrect \nCustomer: It did not help I’ve done that already \nHuman Agent: Hi my name is Wendy\nHuman Agent: Do you have a monitor/mouse connected to your NVR?\nCustomer: No \nHuman Agent: Could you please connect a monitor/mouse to the NVR?  You will want to update the date directly on the NVR\nCustomer: I don’t have a monitor or connect to it \nHuman Agent: okay you could try and update the time zone on the app.  Tap on the NVR, tap on the gear shaped icon, then tap on the 3 dots, update the NVR time zone here.\nHuman Agent: If it doesn't fix the time zone though for your cameras, you would want to connect a monitor/mouse to the NVR and update the date/time directly on the NVR.  \nCustomer: I did check the time zones. \nCustomer: Can I use a laptop to hook up to the NVR?\nHuman Agent: okay.  If you already updated the NVR time zone on the phone app, please make a motion in front of one of the cameras and see if the alert displays the correct date/time.\nHuman Agent: No, you cannot connect a laptop to the NVR.\nCustomer: Nothing is changing the times I have been dealing with this issue all day \nHuman Agent: You would want to connect a monitor/mouse to the NVR and update the date/time directly on the NVR.  \nCustomer: Well if I can’t use a laptop then I can’t change the NVR \nHuman Agent: Some Zmodo NVRs have a HDMI port, its possible you could connect a HDMI TV to the NVR.\nHuman Agent: Along with a USB mouse\nCustomer: Again, I will say don’t have a monitor and I will not go out and buy one \nHuman Agent: ok\nCustomer: So aside from going out and buying more equipment to make sure your system can function properly is there anything else I can do that won’t cost me more money?\nHuman Agent: Do you use the NVR?  Is there a hard drive installed? You playback footage from the NVR?\nCustomer: We generally don’t play back the footage from the NVR because we have found it easier to just use the app as we don’t have anything other than laptops \nHuman Agent: If you don't playback footage from the NVR, or use the NVR, you could unplug the network cable from the back of the NVR and delete the NVR from your account.\n\nThen go through and make sure each camera has the correct time zone.\nCustomer: Ok I can try that… what would the next steps be if that doesn’t solve the issue?\nHuman Agent: The NVR is what is most likely controlling the date/time for your cameras so if you delete the NVR and make sure to unplug the network cable from the back of it the cameras will each control their own time zone.\n\nDeleting the wrong date events and updating the time zones for each camera should fix this issue.\n\nPlease hit edit in the top right on the \"events\" tab, select those events that show the wrong date, then choose to delete them. Once that is done, tap on the live button of each camera, hit the settings gear in the top right, then the 3 dots... in the top right, then chose device time zone. If it is already correct, move it to a random other time zone, then back to the correct time zone and save. That will resync it to the proper date/time.\n\n\nHuman Agent: Deleting events would delete them.  If you need to save any, you would want to save them to your phone's photos first before deleting them."]
["Customer: Troubleshooting\nCustomer: call assistant\nHuman Agent: HI my name is Wendy.  How can I help?\nCustomer: hi\nHuman Agent: Hi\nHuman Agent: How can I help?\nCustomer: hello wendy, my name is erick, i buy a zmodo pivot for my newborn baby on goodwill, but the camera says its linked in another account \nHuman Agent: Hi Erick - What is the device ID on the pivot camera? The ID will be on a  sticker on the side or bottom of the camera, it will start with ZMD\nCustomer: looking around the internet, says i need to see in the costumer service to help me\nHuman Agent: What is the device ID on the pivot camera? The ID will be on a  sticker on the side or bottom of the camera, it will start with ZMD"]
["Customer: How do I take my cameras from the Zmodo app to the smarts ease app\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You may log in using the same account on both apps, though you may also use either app. \nCustomer: I did and only have the new camera installed but not my other cameras from the Zmodo app transferred over \nHuman Agent: That implies you are using a different account on the other app. What is the new account you're using? This one is under 1popeye2658@gmail.com"]
["Customer: Troubleshooting\nCustomer: My camera will not detect a person walking through my front door. \nCustomer: Yeah, the area is covered \nCustomer: How do you change the sensitivity settings ? \nCustomer: Yeah it’s not working \nHuman Agent: Hi my name is Wendy.\nHuman Agent: On the Zmodo phone app can you please tap on \"system settings\", \"AI notifications\"\nHuman Agent: do you have any of these notifications turned on?\nCustomer: Again as stated above. My camera will not pick up people walking through my front door. \nHuman Agent: On the Zmodo phone app can you please tap on \"system settings\", \"AI notifications\" do you have any of these notifications turned on?\nCustomer: Everything but vehicles is on \nHuman Agent: Could you provide a screenshot of how you have your motion detection zones setup for the camera?\nCustomer: Sure\nCustomer: D/static_file/9948dd6737_1_20240918154053.png\nHuman Agent: can you tap on the gear shaped icon in the upper right\nHuman Agent: then tap on detection zones, could you please provide a screenshot of the detection zones?\nCustomer: D/static_file/dadaa96aa9_1_20240918154155.png\nHuman Agent: Tap on \"detection area\nCustomer: D/static_file/b5ecaf2986_1_20240918154228.png\nHuman Agent: Could you move the zones in near the door.  Then tap on \"save\"\nHuman Agent: After the detection zones have been set.  Then could you please reboot your router and unplug the camera for 3 minutes?  after 3 minutes plug your router in.  when the router is back online plug the camera in. \nHuman Agent: When the indicator light is solid blue and back online make a motion in front of the camera then see if you get the notification.\nCustomer: Ok. But I don’t want it directly on the door either. I have it set to the area it’s needed in. With the front door \nHuman Agent: Okay well adjust the zones to what you want to be notified for.  After the detection zones have been set.  Then could you please reboot your router and unplug the camera for 3 minutes?  after 3 minutes plug your router in.  when the router is back online plug the camera in. \nCustomer: I have an elderly dog who also needs watching. \nHuman Agent: After the detection zones have been set.  Then could you please reboot your router and unplug the camera for 3 minutes?  after 3 minutes plug your router in.  when the router is back online plug the camera in. \n\nCustomer: Ok\nCustomer: I did do this before I contacted support. Nothing changed. But I’ll do it again \nHuman Agent: okay thank you\nCustomer: Ok done \nHuman Agent: could you please make a motion in front of the camera and see if you get the alert?\nCustomer: Sure. \nCustomer: No nothing towards the front door. \nCustomer: It only detects my dog on the floor when walking close by the camera\nHuman Agent: Can you tap on \"events\" to see if the event is listed there?\nCustomer: The last event was 427 when the dog walked through \nHuman Agent: Notifications are set to \"on\"?\nCustomer: Yes \nHuman Agent: do you have any do not disturb settings on your phone that would prevent the notifications from coming through?\nCustomer: No. Notification comes through for close up. Just not at the door. And it’s not that far from the camera. \nHuman Agent: Could you adjust how the camera is pointing to the door?\n\nThe motion detection works by comparing sequential images from your video and if enough of the image has changed between those frames, the camera software determines something moved and sends you an alert. Now if your motion area is the full image Objects that appear smaller on the video feed are less likely to be seen as motion. If you adjust the motion area to just the area you are interested in getting the more sensitive to smaller changes the recordings become.\n\nCustomer: That’s actually what I did. I made the area smaller than it was before. Removed half of the detection area. \nHuman Agent: Could you also try moving the position of the camera to see if that helps?\nCustomer: I just tried to make it smaller still and now the detection area won’t save\nHuman Agent: are you using an android phone or iphone?"]
["Customer: Yes\nCustomer: Sorry this chat keeps kicking me out..\nCustomer: 513-638-6830 Sean.gentry1419@gmail.com\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please let me know what questions you have.\nCustomer: Hi\nCustomer: My notifications are not working I've tried everything\nCustomer: Can you scroll up and get my email and phone number and access my account that way\nHuman Agent: Yes I see cameras connected to your email.  Which camera are you not getting notifications from?\nCustomer: None of them are giving me notifications..... Not all of my cameras are working but the ones who are working are not giving me notifications\nHuman Agent: You have made sure notifications are turned on -on the app?\n\nYou do not have a do not disturb feature setup on your phone that would block any notifications?\nCustomer: Yes . I'm going to go recheck if I get kicked out of the chat I'll try to recall back in\nHuman Agent: In your phone's settings for the Zmodo app make sure notifications are allowed here \nHuman Agent: We should stay connected for 7 minutes without activity\nCustomer: Well you were right I guess that was turned off\nCustomer: Thank you for your time I appreciate it\nHuman Agent: you're welcome!"]
["Customer: I changed my password, but am still logged in on another device. How can I log out of all devices?\nCustomer: Agent \nHuman Agent: You may not logged out immediately, it can take a little bit of time. The app checks frequently throughout the day and if the password is different, then it will log the device out and require the new password. If it still does not log out, then you can reset the password through the web app login screen instead of in the mobile app. You can go to https://user.zmodo.com/changepwd and enter the email address to receive an email with the verification code to change the password.\nCustomer: It's been 4 days\nHuman Agent: Then you can go to https://user.zmodo.com/changepwd and enter the email address to receive an email with the verification code to change the password. Or you can remove the devices from the account and set them up on a new account."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I need my NVR and cameras removed from my account so I can give them to my parents and start them a new account\nCustomer: D/static_file/19f7044417_1_20241031132502.jpg\nCustomer: D/static_file/7496e73bd5_1_20241031132541.jpg\nHuman Agent: Okay, if you have access to your account, then you can delete the NVR from the account in the device settings. Open the app and tap on Settings next to My Devices. Then tap on the NVR. Tap on the three dots in the top right corner. At the bottom of the screen it will say \"Delete Device\" or \"Remove Device\".\nCustomer: D/static_file/162e711e8e_1_20241031132556.jpg\nCustomer: The NVR does not show up there. I’ve already removed all of the cameras.\nHuman Agent: The NVR is setup on a phone number account, *******958."]
["Customer: Camera not working with Alexa app\nCustomer: The skills on my Alexa app will not allow me to view my camera through my Alexa devices \nCustomer: Zmodo camera not working with Alexa device\nCustomer: Fix my cameras \nCustomer: Not working properly \nHuman Agent: Hi my name is Wendy\nHuman Agent: Did you previously have cameras front door and side camera connected to Alexa?"]
["Customer: Set up\nCustomer: Need to factory reset cameras\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: Bought these used don’t know how to program and set up\nHuman Agent: Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: So-IBH23-W\nCustomer: Zp-IBH23-W\nHuman Agent:  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD17FAI7800684\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: Solid blue \nHuman Agent: How did you purchase the camera? \nCustomer: Given to me buy family member \nHuman Agent: Is this the only camera? \nCustomer: Pack of four\nHuman Agent: Could I have the other 3 IDs? \nCustomer: D/static_file/51bd6ee1c0_1_20240916124356.jpg\nCustomer: D/static_file/6932566c90_1_20240916124448.jpg\nHuman Agent: Thank you \nHuman Agent: As theses cameras are already bound to another account. We can contact the previous owner and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will contact you. What is the best email to reach you?\n\nCustomer: No factory hard reset available on these models \nHuman Agent: No a reset will just reset the wifi settings but not the account its linked to. They have to be removed off the account either by us or by the account holder. \nHuman Agent: Are you there?"]
["Customer: I had the zmodo cameras on my phone. Had to reset the phone and now will not work. \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You'll need to log into the same account you had them on before. Are you having trouble with logging into your account currently then?\nCustomer: Ok. I will try that\nHuman Agent: Okay, let me know if you have any trouble. \nCustomer: Its saying connected to another account \nHuman Agent: It sounds like you may have logged into a different account. What is the ID of the camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Connecting a camera \nCustomer: Linked to another account \nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device to fine what account its bound to first, can you send me all the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid. \nCustomer: I reached out about a month ago now to have someone remove the account my camera is attached to because we bought this house and the previous owner is still connected to the camera and she still has not unlinked her account so I need help unlinking the camera from her account so we can link it to ours. The id is ZMD14GJH3003157\nHuman Agent: Okay, I unbound the device sucessfully, You are now free to add the device to this account\nCustomer: Thank you so much! \nHuman Agent: Noi problem, Have a great day"]
["Customer: Set up\nCustomer: Hi I'm trying to setup a camera that I have that was used with a different wifi network than I'm using now. It's solid blue and doesn't show on the network search and I cannot add it via qr code. I have the serial number and all that information for you. \nCustomer: I need you to reset the camera \nCustomer: -1\nCustomer: I already provided the info above \nCustomer: -1\nCustomer: Set up\nCustomer: Already tried that \nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Please connect me to a customer service rep\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I have a camera that was connected to an old wifi system that I had. It is solid blue and will not show up on network search or respond to qr code. I have the serial number \nCustomer: One sec\nCustomer: ZMD17ihi7800006\nHuman Agent: That camera is setup on a different account. The camera is setup on a @gmail.com email address and the first two characters are \"pa\".\nCustomer: Yeah that's an employee who I fired Paul Huebner \nHuman Agent: Okay, if you do not have access to the account to unbind the device, then we have a couple of options. First, do you have the invoice or order information from the purchase of the camera?\nCustomer: Hold on I will have to find it on Amazon \nCustomer: I'm having a hard time finding the invoice. \nCustomer: Is there another way to do it? \nHuman Agent: The other option is I will contact the previous account and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: Carson@leflighttraining.com\nHuman Agent: Thank you. Do you have any questions about the Unbind Request process?\nCustomer: Is that all? \nHuman Agent: I sent the Unbind Request email. Do you have any questions about the Unbind Request process?\nCustomer: No I also sent him a message. When he releases the camera can I add it or do I need to talk to customer service again? \nHuman Agent: Once it is unbound you would be able to connect it to your account. If you need any assistance you can contact support again.\nCustomer: Okay thank you \nHuman Agent: You're welcome."]
["Customer: How do I update my email address? My old email service was discontinued by my pri\nCustomer: I want to change my email address\nCustomer: ok, I will try that. thank you. my old email service has been discontinued by my provider so I will add my newer gmail address.\nCustomer: where is the \"me\" tab?\nCustomer: I am unable to locate a \"me\" tab\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. If you are on the home page of the Zmodo app, there is a Me section in the bottom right that you can tap on. \nCustomer: I found it on the phone but still unable to change my contact email record\nCustomer: ok, got it changed now. thank you"]
["Customer: Connecting cam to account \nCustomer: That is what I'm trying to do..\nCustomer: Set up\nCustomer: It is blue and  it says linked to another account \nCustomer: Can I speak with a live agent. Please \nCustomer: Ok\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Ok, please hold I have to find my glasses \nCustomer: So, it's zmd16igi78 . I can't read the rest of it\nHuman Agent: Can you send a picture of it?\nCustomer: Hello\nCustomer: Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I do not see the screenshot that the previous rep asked for, can you send that as they requested.\nCustomer: I have the whole ID number now ..\nZMD 16IGI7800636\nHuman Agent: Let me take a look.\nCustomer: Ok\nHuman Agent: Is that the only camera that you have to setup?\nCustomer: Yes\nHuman Agent: Have you setup this camera before? Or did you recently purchase or receive the camera used?\nCustomer: I purchased it from  the Goodwill store\nCustomer: So it is used\nHuman Agent: Okay, do you have an invoice or order information from the purchase of the camera?\nCustomer: No, I do not.. it still has part of the sales tag stuck to it..\nHuman Agent: As this camera is already bound to another account I can contact the previous account and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: jmaruffo10@gmail.com\nHuman Agent: Thank you. I have sent the Unbind Request email to the account the camera is currently bound to. Do you have any questions?\nCustomer: No, thank you for your time and assistance.. \nI will be looking for a email.. \nFrom you..  thxs\nHuman Agent: You're welcome. We will contact you when we get a reply or if we do not receive a reply after 30 days with setup information.\nCustomer: Ok, good bye thxs\nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: How to set my Funlux camera to my Funlux app in my phone?\nCustomer: I have a wired Funlux camera \nCustomer: Troubleshooting\nCustomer: I don’t how to connect my wired camera to my Funlux app \nCustomer: -1\nCustomer: The camera was set up with the wrong email address \nCustomer: How can I contact customer support?\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD33C7DF218446\nZMD33C9DF223129\nHuman Agent: Those cameras are on a @gmail.com email address and the first two characters are \"ko\". Do you recognize the email address? If you do, then do you have access to that email address or the Funlux account?\nCustomer: I have 4 wired camera, I was able to take a picture zoom in very close on this two because it was high up at the corner of the business store, I don’t a ladder to take a close picture of the ZMD at the other two wired camera \nCustomer: The camera are on kobchhiev10@gmail.com right? If it correct I won’t able to access on it because it was a wrong email. The correct email should be kobchhiev@gmail.com\nHuman Agent: Yes, the cameras are setup on the kobchhiev10@gmail.com. You do not have access to that email address?\nCustomer: No I did not have access to kobchhiev10@gmail.com. My correct email is kobchhiev@gmail.com \nHuman Agent: Alright, it looks like that is setup as the contact email on the account. Please give me a minute to take a look at something on our end.\nCustomer: When I log in with username- kobchhiev@gmail.com the app logged in another device under the name “my device 1” which I’m not familiar with and couldn’t see anything when I clicked on “live”\nCustomer: Ok thanks!\nHuman Agent: Alright, so since the cameras are on the account, and you setup the kobchhiev@gmail.com email as a contact email, I can send an Unbind Request email to that email address. I would need a reply back giving me permission to unbind the devices from that account.\nCustomer: Ok sure\nHuman Agent: I sent you the email, so I will need a reply to that email to give me permission to unbind the devices.\nCustomer: I got the email, but what do I reply to the email? Should I reply “ I give you a permission to unbind the devices”? \nHuman Agent: Sure, that's fine. \nCustomer: I already sent a reply.\nHuman Agent: Thanks. Would you like them moved to the kobchhiev@gmail.com account with the same names?\nCustomer: Yes, please.\nHuman Agent: Okay, one moment. \nHuman Agent: Okay, they've been added. If you do not immediately see them in that account, you can pull down on the app's home page to refresh to see them. Once you see them, you can hit live to test viewing them and then if you need to adjust the time zone, from the live view you can tap the settings gear in the top right, then the ... in the top right, then the timezone option there and select your time zone. \nHuman Agent: After you make sure they work for you there, is there anything else I can assist you with for now?\nCustomer: Thank you, I have received it however, “nail unique 2” is missing I have only received 1,3 and 4.\nHuman Agent: Please pull down and refresh as all 4 are on the account. \nCustomer: And another question please, if I pay for subscription would I able to retrieve the footage from the cloud storage for the past 7 or 30 days? \nHuman Agent: Recording starts once subscribed so it would not be able to unlock any footage from before subscribing, but once subscribed it would record and store any footage for 7 or 30 days depending on the plan you have chosen. \nCustomer: I understand. Thank you so much for your help.\nHuman Agent: No problem, is there anything else I can assist you with for now?\nCustomer: Does this camera model able to record voices too? Sorry for asking too many questions.\nHuman Agent: No problem at all. Feel free to ask as many questions as you'd like, I just don't want to accidentally close the chat thinking it has finished so I had checked in to make sure you didn't have anything else for now. \n\nFor audio, this model of camera does not support 2-way audio or any audio functionality. We have indoor cameras with 2-way audio though and a new model of battery camera that can be used outdoors that also supports 2-way audio. \nCustomer: I understand. Thank you so much for your help! That’s is all of my concerns. Have a good day\nHuman Agent: No problem, feel free to reach out if you ever have any other questions. Have a good day as well!"]
["Customer: Agent \nHuman Agent: How can I assist you?\nCustomer: Hi \nI have 3 camaras in my account and i need to delete\nCustomer: Because my paid a coud storage and she have to configurate en her account\nCustomer: But i can't someting happen with the system \nHuman Agent: Alright, you can delete them from your app in the settings for the camera. Tap on the Live view for the camera and then tap on the Gear icon in the top right corner. Tap on the three dots in the top right corner of the Device Settings screen. Then at the bottom of the screen it will say \"Delete Device\" or \"Remove Device\" and you can tap on that to delete the camera from the account.\nCustomer: Tes i do it but in not work \nCustomer: I need to stay near to the cameras?\nHuman Agent: What happens when you try to do that? You do not need to be near the cameras to remove them from your account.\nCustomer: Y can try know but what haciendo with the chat?\nHuman Agent: The chat will remain open for at least 7 minutes, so you can come back to the chat. And if it closes, then you can start a new chat support.\nCustomer: Ok 👍 \nCustomer: D/static_file/ddbf27949e_1_20250303155517.jpg\nCustomer: This is the mistake \nHuman Agent: Okay, so your app stops responding. I can remove the cameras from your account if you would like. Are you trying to remove all three cameras from your account or just specific cameras?\nCustomer: All three please \nCustomer: And my wife can put it now?\nHuman Agent: Yes, the cameras have been removed from your account and can be connected to a different account.\nCustomer: Thank you \nHuman Agent: You're welcome."]
["Customer: Español \nCustomer: Agente \nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Agente \nCustomer: Agente \nCustomer: Agente \nCustomer: Buenas tardes \nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie.  Parece que tienes problemas con la configuración. ¿Estás intentando configurar una nueva cámara o volver a conectar un dispositivo que estuvo en línea/configurado en el pasado?\nCustomer: Estuvo en línea en el pasado \nCustomer: Por favor necesito volver a conectar la camara \nHuman Agent: \nTendré que buscar el dispositivo para saber qué opciones de configuración puede usar. ¿Pueden enviarme todos los números de identificación y modelo de las cámaras? La identificación comenzará con ZMD o GSG, no con fccid.\nCustomer: Zmodo modelo ZH-IXY1D\nCustomer: Fcc idk8bfs23nm\nHuman Agent: También necesitaré el número de identificación. La identificación comenzará con ZMD o GSG, no con fccid.\nHuman Agent: \nPuede estar en una pegatina separada en el soporte de la cámara.\nCustomer: Zmd14eme2243483\nHuman Agent: \nEncontré la cámara, muestra que está en línea y vinculada a una cuenta diferente. Cuando miras las luces de esta cámara, ¿de qué color son? ¿Están fijas o parpadeantes?\nCustomer: Azul fija \nCustomer: Está camara era de mi padre pero se murió \nCustomer: Estoy haciendo Nueva cuenta \nHuman Agent: Bien, eso significa que aemra está efectivamente en línea. Esta cámara está vinculada a otra cuenta que se inició con un correo electrónico. No puedo darle el correo electrónico completo, pero puedo darle las primeras 3 letras y el dominio es jua************@gmail.com. ¿Tiene acceso a ese correo electrónico o a la cuenta asociada con ese correo electrónico?\nCustomer: No tengo ese correo ya\nCustomer: Se puede vincular con mi correo electrónico \nCustomer: arbeyvanegas@hotmail.com\nHuman Agent: \nBien, para desvincularlo de esa cuenta tendríamos que pasar por el proceso de desvinculación, esto solo se puede hacer con dos opciones, la opción 1 es que puedo desvincular el dispositivo si proporcionas la factura original, o la opción 2 es donde enviaría una solicitud de desvinculación, ¿tienes la factura?\nCustomer: No como te dije esa cámara era de mi papá y ya no esta\nCustomer: La opción 2\nCustomer: Para desvincular el dispositivo \nHuman Agent: Lo entiendo, pero para eliminarlo de la cuenta tendríamos que hacer una de las dos opciones de desvinculación. No puedo desvincularlo solo en Word. Tengo que seguir el procedimiento. Como no tiene la factura, le enviaré la solicitud de desvinculación, esta solicitud se enviará al correo electrónico al que está vinculada actualmente la cámara, una vez que recibamos una respuesta de aprobación, o si no hay respuesta durante el tiempo de espera mínimo que es de 30 días, entonces desvincularé el dispositivo y se lo notificaré. ¿Es esta la única cámara que necesitabas sin ataduras o hay otras?\nCustomer: Solo esta\nHuman Agent: Bien, envié la solicitud de desvinculación, una vez que recibamos la respuesta de aprobación o si ocurre después de los 30 días, es el mejor correo electrónico para notificarle \narbeyvanegas@hotmail.com correo electrónico?\nCustomer: Y si la activo con mi número de teléfono \nHuman Agent: No podrá agregar la cámara a ninguna otra cuenta mientras esté vinculada a esta otra cuenta, la única forma de desvincularla es con el proceso de desvinculación o eliminando el dispositivo de la cuenta directamente (al que necesitaría acceso para poder realizarla).\n\nCustomer: Ok gracias \nHuman Agent: Gracias, saludos, que tengas un gran día, adiós.\nCustomer: Igualmente"]
["Customer: You sent me a authorization code that I didn’t ask\nCustomer: I haven’t tried to login today so why you send methat\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Can you send a screenshot of the email you received?"]
["Customer: Customer support\nCustomer: I just bought a house with your system. Need help accessing and setting up\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I'm not home at the moment. How late is customer support open?\nHuman Agent: The Live Chat support is available Mon-Fri 9AM-12PM and 1-6PM CST."]
["Customer: I can’t access any footage it says cloud playback limited \nCustomer: Talk to a human\nCustomer: Agent\nHuman Agent: It looks like the cameras are shared with your account from another account. It sounds like the permissions are not set to allow your account to view the Playback footage from some or all of the cameras.\nCustomer: I pay 299.99 a year to have footage available \nCustomer: What good is it if it won’t let me playback \nHuman Agent: Your account does not have permission to view the playback from the account that the cameras are setup on. The cameras are setup on another account and shared with this account. The cameras are setup on a phone number account, *******221.\nCustomer: That is my number!\nHuman Agent: Then you will want to log in to the app with the phone number.\nCustomer: So are you suggesting that I sign out and then sign back in?\nHuman Agent: Right now you are signed in with an email address, ksfosdick@yahoo.com. The cameras are not setup on this account. The cameras are shared with this account from the account they are setup on. When you share cameras with another account, there are a few different permissions that can be allowed or not allowed. Playback footage is one of those permissions. So at some point you likely shared the cameras from your phone number account to your email address account, but did not turn on the Playback permission.\nHuman Agent: You can log in to the app with your phone number instead of your email address."]
["Customer: Español\nCustomer: Agente\nCustomer: Hola buenos días \nHuman Agent: ¿Cómo puedo ayudarte?\nCustomer: Es que me dieron dos camaras de marca zmodo y estoy intentando instalarlas y no me deja desde el cel \nHuman Agent: ¿Podría darme el ID del dispositivo de la primera cámara con la que está trabajando? Debería comenzar con ZMD y debería estar en una pegatina blanca en la cámara o en el soporte, normalmente debajo de un código de barras.\nCustomer: ZDM13GTD9004208\nCustomer: Si es ese?\nHuman Agent: Muy bien, parece que esa cámara ya está configurada en otra cuenta. ¿Podría tener el ID del dispositivo para la segunda cámara?\nCustomer: Y si están en otra cuenta que se puede hacer, porque efectivamente me las Dios una prima que ya nos las usa \nHuman Agent: Sí, tenemos algunas opciones. Dijiste que tienes dos cámaras, ¿correcto? ¿Podría tener el ID del dispositivo para la segunda cámara?\nCustomer: Si la tengo pero acá en este momento no me tocaría en un rato\nHuman Agent: Lo siento, no entiendo. ¿No tienes una segunda cámara?\nCustomer: Si dame un momento \nHuman Agent: Mientras obtiene la identificación para la segunda cámara, puedo explicarle algunas opciones que tenemos para desvincular el dispositivo de una cuenta. ¿Dijiste que tu primo los había instalado anteriormente? ¿Le compraste las cámaras a tu prima? ¿Tiene alguna factura o información del pedido de la compra de la cámara?\nCustomer: ZMD13GTD9003191\nHuman Agent: Esa cámara también está en otra cuenta. ¿Tiene alguna factura o información del pedido de la compra de la cámara?\nCustomer: Me tocaría preguntarle a ella haber si tiene las facturas, aunque creo que no las tiene porque las compro ya hace algún tiempo \nCustomer: Averiguo y me vuelvo a contactar \nHuman Agent: No, me refiero a si los tenías, si los habías comprado. Si solo le dieran las cámaras, entonces necesitaríamos usar un método diferente.\nHuman Agent: Como estas cámaras ya están vinculadas a otra cuenta, puedo comunicarme con el propietario anterior y solicitarle que elimine las cámaras de su cuenta; sin embargo, debo esperar 30 días para recibir una respuesta. Cuando reciba una respuesta o al final de los 30 días si no recibimos respuesta, desvincularé los dispositivos y me comunicaré con usted. ¿Cuál es el mejor correo electrónico para comunicarme con usted?\nCustomer: andrestabordaceballos@gmail.com\nHuman Agent: Gracias. Recibiré esos correos electrónicos de solicitud de desvinculación. ¿Tiene alguna pregunta?\nCustomer: Me está avisando gracias \nHuman Agent: De nada."]
["Customer: My cameras are li ked to my old account and I can't set them up on my new one\nCustomer: I can't log Into that account \nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Do you  still have access to the old account at all?\nCustomer: No\nCustomer: Roberthayes0214@GMAIL.COM WAS IT I THINK\nHuman Agent: Okay, Let me look up the account, How many cameras are you wanting to move over? \nCustomer: All 4\nHuman Agent: Okay, I tried to lookup the Roberthayes0214@gmail.com email you sent but no account under that popped up. Did you perhaps make the account under another email or a phone number? \nCustomer: 30499226425\nHuman Agent: There is not an account under that phone number either. I can try to lookup the account with the cameras ID numbers if you can give me those, the ID numbers will be on the cameras sticker and start with ZMD or GSG\nCustomer: I can give u three of them one is still up\nHuman Agent: Okay that is no problem. \nCustomer: Md13cm69247869\nCustomer: D/static_file/b0800a8cf0_1_20250113105736.jpg\nCustomer: Not sure if u can see the numbers in that pic\nHuman Agent: I can see them, I will begin to look up those first two. \nCustomer: Zmd13cm68252389\nHuman Agent: I foudn the account, It looks liek the cameras are all tied to an account hat was made with an email. Due to our p[olicy I cant give you the whole email but I can give you the first 3 letters and the domain tos ee if its an email you have acess to at all. It is red***********@gmail.com\nCustomer: I dont I remember  making an account  Totally  different now for it  \nCustomer: It's been about 3 yrs  since they were hooked up\nCustomer: 8656590605 is the number they can go under now\nCustomer: Yes\nCustomer: I'm here\nHuman Agent: Okay for removing cameras since you do not have acess to the email or the account to delete them yourself we have to go through the unbind process, for that I would be able to unbind the cameras in one of two ways, wither with the Invoice from the purchase of the cameras or I would send an email to this account the cameras are bound to and after a response of the unbind approval come to me or after 30 days of no repsonse I would notify you for the unbinding. \nHuman Agent: Do you ahve the invoice?\nCustomer: Omg\nCustomer: No I don't now\nCustomer: That's crazy the email was like redneckvol75.  Or redneck1975\nCustomer: I either got them thu Amazon or straight from you\nHuman Agent: This is our process for removing the cameras, its out protection policy to protect customers from unauthorized unbinding's.  I will send the unbind request and like I said above if we receive a response of approval or if after 30 days of no response I will unbind the cameras and notify you, Is the email roberth2141975@gmail.com the best to keep in touch?\nCustomer: It seems that my name and stuff would be there already  \nCustomer: No I'd rather a text or call\nHuman Agent: We cant prove with name alone, we have to be given the original invoice or get a response from the email the cameras are currently bound to.\n\nCustomer: But I can't wait  30 days for them \nHuman Agent: Okay if you prefer contact from your mobile device I am happy to send you a text instead for the process what is the best phone number for you?\nCustomer: 8656590605\nCustomer: But like I said I can't wait 30 days\nHuman Agent: Also, If you ordered from amazon it will have the invoice in your history, you can take a screenshot of that and send it, thats the invoice!\nCustomer: Anybody can be behind an email also\nHuman Agent: If you rodered it from us we would have emailed you a reciept and sent a physical reciept.\nCustomer: I can give u the address  or something \nCustomer: I dint have access  to any old accounts \nCustomer: Is a supervisor  available  to maybe do this or ok it or something \nHuman Agent: But your currrently contacting from a different email then the cameras are bound to, this is our policy and procedures, If you do not want to wait the 30 days the only option is to send the invoice.\nCustomer: I mean I have given u the numbers I have the router for it right here\nCustomer: Hello\nHuman Agent: No theres no way around this process, a supervisor will not be able to speed it up or make this any different. \nHuman Agent: Its our protection policy we have in place. \nCustomer: Omg this is stupid \nCustomer: I just gave u most or all of the email they are tied to\nHuman Agent: Is there anythign else I can assist you with today other then the Unbind request process that I already started?\nHuman Agent: You are mistaken, you did not provide the account email and I was only able to look up the account with the camera ID numbers, regardless of that though if you had given the correct email the process would of been the same for the unbind where I would of sent an unbind request for the unbind process and given the option for the invoice for unbinding sooner."]
["Customer: Troubleshooting\nCustomer: I accidentally press delete on my cameras can you please put them back \nCustomer: I did logout n sign in back but it says no devices😩\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID of on of the camera/s  you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: I accidentally deleted all my camera, can you please put them back \nHuman Agent: Please provide the device ID of on of the camera/s  you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \nCustomer: What is the number I can call \nHuman Agent: I just sent you an invite to schedule a callback but the phone agent will also need to know the device ID on the cameras you are needing help with"]
["Customer: I’m having trouble connecting to my account \nCustomer: Not sure but they keep saying my email account has already been used and I’ve had this account for over 10 years. It’s saying I know devices. I have 8 cameras \nCustomer: No, I’ve had the email for 30 years. It was working fine yesterday. This happened in the evening of yesterday. \nCustomer: I have the same email and I tried to get into my account multiple times and had to change my password because I tried to get in by re connecting again through the app\nCustomer: No, I still can’t get in\nCustomer: It just won’t let me do anything at all. I’m really frustrated. I have my 8 LAN..numbers and click on it. But nothing is happening..\nCustomer: It showed the 8 camera numbers and click on them to get started. I did but nothing happened. It just didn’t direct me to do anything.\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID listed on one of your cameras so that I may locate the proper account? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: I can’t see the camera lights as they are all mounted high around the house. But I looked at my Zmodo modem and the yellow lights are blinking as always.\nHuman Agent: By Zmodo modem, do you mean an NVR? If so, it should also have an ID you can provide so that I can look up the account. \nCustomer: ID ZMD12JQ68241490\nCustomer: Are you there\nCustomer: Dillon are you still with me?\nHuman Agent: Yes, as we have other chats to handle at the same time and must look up the information pertaining to cases such as that ID number, responses are not always immediate. \nHuman Agent: This device looks to be on a phone number based account where the number ends in 744. Is that familiar to you at all?\nCustomer: I’m sorry,\nHuman Agent: No problem, is that phone number familiar to you at all?\nCustomer: I thought I had lost contact. Please forgive me \nCustomer: What phone number?\nCustomer: My phone number is 510-734-4744\nHuman Agent: No problem. I said \"This device looks to be on a phone number based account where the number ends in 744. Is that familiar to you at all?\". It does appear that is the phone number you just said though so if that is your phone number then to access the devices you'd want to go to the Me section of the app, log out, then choose to log in with mobile number, and log in using your phone number instead of your email. It looks like the main issue is that you have an account under your email and an account under your phone number and are just logged into the wrong one. \nCustomer: Oh, so go to me then log out and log in with my phone number. What about a password? Do I need that too? I thought I did that yesterday but they just kept going back and forth with both email and phone number. That’s why I had to change my password so many times because they said it’s already been used. It was a mess.\nHuman Agent: If you're unsure of your password you can choose forgot password to have a verification code texted to you to reset your password. If you want to test this without losing our conversation, you could also try to log in on user.zmodo.com.\nCustomer: Ok, I can see how that can be confusing. I don’t know how that could have happened because I don’t usually have to log in. It automatically goes straight to the cameras when I click on the icon.\nHuman Agent: It looks like this account was just made today so you must have been logged out for some reason and ended up creating a new account. \nCustomer: Ok, now log out first then how will I get you back? I don’t want to lose you.\nHuman Agent: This chat would not be active in the other account and would be active only in this one. If you want to test this without losing our conversation, you could also try to log in on user.zmodo.com to test the phone number account and make sure you can get your password reset. \nCustomer: Yes, I was trying everything to get back in and nothing worked. Thats how I got you. \nCustomer: Should I try now? I’m that savvy when it comes to this so please don’t leave me\nHuman Agent: Right, but you were previously unaware that your account was under your phone number account it sounds like. So you can use user.zmodo.com to test logging in with the phone number or resetting the password as needed and if it works to where you can log in, you can then do it on your phone so that you do not lose our chat until you're already sure you can log in. \nCustomer: I don’t have a computer so everything is done on this phone. Will I still be able to keep you?\nHuman Agent: You can still test user.zmodo.com on your phone's browser. Our chat will stay active for 7 minutes from our last message, but it is only in this account, not your other account so you will not see the chat in that account. \nCustomer: Ok, I’ll try it on the phone. Just click on my Zmodo icon, log out then log back in using user.zmodo.com?\nHuman Agent: user.zmodo.com is just another website where you can view your cameras which I suggested testing from so you do not lose our chat. If you want to test to make sure you can get into your other account before logging out of the app, you can use it."]
["Customer: Troubleshooting\nCustomer: Help please!!\nCustomer: -1\nCustomer: May I speak with a real person?\nCustomer: Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: My pet sitter said she sent me an invitation so I can view my pets while away.  I have been checking the app for 2 days and still no invitation.  She asked me to delete the app and reinstall it.  I did that twice and still nothing.  Can you find the invitation and get it to me?\nCustomer: My email is patty@sunsteadhomes.com\nHuman Agent: I cant find the invitation, How it works is she would send the share request, you would then see it pop up on the app and click accept, can you make sure that when she's sending the request she is entering the patty@sunsteadhomes.com email. If there is a typo or if they accidentally put in a space it wont be able to find the account in the system to deliver the share request. \nCustomer: She confirmed she typed it in correctly.  Nothing ever popped up on my screen.\nHuman Agent: Can you check the app permissions in the phone settings for the app for me? just take a screenshot where it shows the permissions and what is allowed and not allowed for the app. Can check and see if something there is stopping it or not. \nCustomer: Where do I find Permissions?\nCustomer: Will I lose this conversation?\nHuman Agent: do you have an android or an apple phone?\nCustomer: Apple\nCustomer: I am in the app, will I lose you?\nCustomer: She said she just resent the invitation.\nHuman Agent: Okay you would go into the phone settings then use the search bar at the top to enter in the apps name, after that tap on it there and then click permissions or if the permissions are already shown then just take a screenshot of the page.\nCustomer: I still don't see anything that says Permissions.\nCustomer: D/static_file/e3e94ecb3c_1_20241223120438.png\nHuman Agent: Thanks. When they send the share invite, are you sure they're entering your email and not your phone number?\nCustomer: Yes.  I even had them confirm the spelling of the email.\nCustomer: I even turned my phone off and then back on.\nHuman Agent: I see you already have one camera shared to you, do you know the name of the other camera they're attempting to share?\nCustomer: Can you see the new invitation?\nCustomer: Are you still there?\nHuman Agent: I'm not sure what you're referring to by the new invitation. I just see that you previously have already accepted one sharing invite for a camera named rabbit room so I was asking if you know the name of the other camera they're attempting to share. \nCustomer: That was maybe a year or two ago and does not show in my app.\nCustomer: She said it's still called rabbit room.\nHuman Agent: Okay, on your app's home page, try putting your finger in the middle of the screen, then pull down, and then let go. It should circle at the top briefly and reload. Once it reloads, is there still nothing there?\nCustomer: Should I be seeing the rabbit room in my app?  Because my app is empty every where.  No devices, no invitations, nothing.\nHuman Agent: Did you do the refresh I mentioned in my last message?\nCustomer: I have refreshed a bunch of times and deleted and reinstalled the app twice and even powered down my phone and restarted it.\nCustomer: I see no message about refreshing \nHuman Agent: I had said \"Okay, on your app's home page, try putting your finger in the middle of the screen, then pull down, and then let go. It should circle at the top briefly and reload. Once it reloads, is there still nothing there?\"\nCustomer: Can you send the instructions again?\nCustomer: D/static_file/bed8c63c84_1_20241223121849.png\nCustomer: After refreshing, it looks like this still:\n\nHuman Agent: If it's not showing there still though, please have them go to their sharing management for that camera, look through the shared contacts and see if you're listed. If so, please have them remove you entirely there (pencil icon, then X on your contact). Once that is done, have them then reshare again. \nCustomer: How late can I chat with a real person at Zmodo Support?  The person sending the link is at work right now."]
["Customer: Como vinculo zmodo con alexa\nCustomer: I Mira idont speak english, i spike spanish\nCustomer: Agent\nCustomer: I speak spanish\nCustomer: Como vinculo zmodo con alexa \nHuman Agent: \n¿Cómo puedo ayudarte?\nCustomer: Como vinculo zmodo con alexa\nHuman Agent: Irías a tu aplicación Alexa, irías a Habilidades y juegos y buscarías Zmodo. Luego deberás iniciar sesión con tu cuenta Zmodo para conectarla a tu cuenta de Alexa."]
["Customer: Set up\nCustomer: I bought couple cameras from lady in Childress Texas and I think there still on her account \nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\n\nCustomer: Hang on gotta take pictures \nHuman Agent: ok\nCustomer: D/static_file/a1420e195b_1_20241112114222.jpg\nCustomer: 1st one \nCustomer: D/static_file/d8ee7088cd_1_20241112114240.jpg\nCustomer: 2nd one \nHuman Agent: ZMD19G4IH411057 & ZMD19G4IH410923.  They are both connected to ki----@gmail.com\n\nif you do not have access to this other account please unplug the cameras from power until they can be unbound.\nCustomer: Ok \nHuman Agent: I will contact the previous account on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous account. If the request is denied then I would need the original invoice for anything further.\n\nI will follow up with you by email after the device/s have been unbound.\n\nCustomer: Great thanks \n  I also sent her a message asking \nHuman Agent: Perfect!\nCustomer: Appreciate your help \nHuman Agent: You're welcome"]
["Customer: Troubleshooting\nCustomer: \"Agente \"\nCustomer: Troubleshooting\nCustomer: \"Agente\"\nCustomer: 1\nCustomer: \"Agente\"\nHuman Agent: ¿Cómo puedo ayudarte?\nCustomer: Como  otro o elimino la cuenta zmodo  delacamara wuifi  en la plicacion  no se puede dice retirar  dispositivo  y siempre  que se agota el tiempo  como hago  \nHuman Agent: Puede tocar el botón En vivo de la cámara. Luego toque el ícono de ajustes en la esquina superior derecha para ir a la configuración de la cámara. Toca los tres puntos en la esquina superior derecha. En la parte inferior habrá un botón que dice \"Eliminar dispositivo\" o \"Eliminar dispositivo\". Toque eso para eliminar la cámara de su cuenta.\nCustomer: Ya lo hice así y no se puede  dice retirar dispositivo  y siempre sale  tiempo  agotado  de que otra forma\nCustomer: Dice retirar dispositivo  y le da clic  y sale tiempo agotado \nHuman Agent: Veo una cámara en tu cuenta llamada \"cma\". ¿Es esa la cámara que estás intentando eliminar de tu cuenta?\nCustomer: Si es esa es  esa\nCustomer: Osea eliminarla de la cuenta  para que otra persona  la istale \nHuman Agent: Eliminé la cámara de tu cuenta.\nCustomer: Quedo libre  para  agregarla  a otra  cuenta   ya se puede\nCustomer: Me confirma gracias \nCustomer: Si otra persona  o cuenta  la puede instalar  sin problema \nHuman Agent: La cámara se puede configurar en cualquier cuenta.\nCustomer: Muchas gracias  si porque  la sedi a otra persona  que la instale  y aparecería que estaba  dispositivo  ya esta agregado    en  otra cuenta  no se podia\nHuman Agent: De nada."]
["Customer: Hi Mira been over 30 days are my camera good \nCustomer: No the used cameras I got in Childress texas\nCustomer: I was told they would be moved to my account after 30 days \nCustomer: Your one who told me I sent serial numbers in roo\nHuman Agent: Hi my name is Wendy.  What is the device ID on one of the cameras you wanted unbound?\nHuman Agent: Is it for cameras ZMD19G4IH411057 & ZMD19G4IH410923?\nCustomer: I. Ought used system from a lady in Childress texas over a month ago was about same time I set up my account I was told if other accounts didn't release them\nHuman Agent: Is it for cameras ZMD19G4IH411057 & ZMD19G4IH410923?\n\nCustomer: Yes\nHuman Agent: We haven't received a reply yet from the previous account.  If no reply, we will be able to unbind them for you on Dec 12.  It hasn't been 30 days yet\nCustomer: Thanks \nHuman Agent: You're welcome.  I will email you as soon as the cameras have been unbound."]
["Customer: Hi. Whatever update you guys did to the desktop page won’t allow me to make the picture small anymore \nCustomer: I cannot make the picture small anymore \nCustomer: Speak to human\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you able to elaborate more what you are meaning?\nCustomer: Uhhh. You know when you go to the Zmodo website and open your camera view?\nHuman Agent: Yes\nCustomer: I’ve always made the browser small so I can see my camera in the corner of my computer.   Now I cannot do that.  The picture is only one size\nCustomer: You cannot make it small anymore\nHuman Agent: OKay, I see what your meaning, Yeah with the new update that wont be possible anymore. \nCustomer: Why??\nCustomer: It’s makes it unusable now!\nCustomer: I can’t have it taking up the entire screen.  \nHuman Agent: Its just not something that can be done with the new update. You can click on the camera to view it live individually as one size. \nCustomer: Actually you are wrong.  I just figured out how to make it small\nHuman Agent: Its just something that's changed with the update.\nHuman Agent: Any other questions I can assist you with today before we go?\nCustomer: Well you can make it small.  I figured it out\nHuman Agent: Great work. Have a great day"]
["Customer: Troubleshooting\nCustomer: Need help \nCustomer: Can I\nSpeak to an associate \nCustomer: Agent \nCustomer: Hello I have a camera at home that I cannot remember the log in to the account so I created a new account can you please remove the camera from the old account so I can add it to the new one \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: how do i contact costomer service or what is ther phone nuber\nCustomer: agent \nHuman Agent: How can I assist you?\nCustomer: I bough 4 1080p cameras trough amazon I am able to conect 1 camera yet not the other ones the pr code keeps timing out \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: zmd19g4ih418564\nHuman Agent: It looks like that camera is setup on an account. It is setup on a @telus.net email address and the first two characters are \"hk\".\nCustomer: I just relize the all have differen numbers ill take a few minutes to recor them all \nCustomer: yes the telus and HJ is correct \nHuman Agent: I will need the Device ID from the specific camera you are working with.\nCustomer: do you need all 43 cameras numbers I can not connect \nHuman Agent: Lets start with one camera. Can you give me the Device ID from the first camera that you are trying to setup?\nCustomer: The working one is zmd19g4ih418584\nHuman Agent: Okay, are you having any trouble with that camera?\nCustomer: Not working \nHuman Agent: That camera is also online on the same account.\nCustomer: zmd19g4ih418564\nHuman Agent: That is the first Device ID you sent me. Are you having trouble with either of those cameras?\nCustomer: zmd19g4ih418574\nHuman Agent: Okay, are you receiving my messages?\nCustomer: zmd19g4ih418577\nHuman Agent: Alright, you have given me the Device IDs for four cameras. Can you tell me what trouble you are having and which cameras you are having trouble with?\nCustomer: the one with nubers ending with18584 is working all the other will not conect \nHuman Agent: Three cameras are online on the same account. \n\nZMD19G4IH418584\nZMD19G4IH418577\nZMD19G4IH418564\nHuman Agent: The other camera, ZMD19G4IH418574, is online on another account.\nHuman Agent: Do you have the app open on your phone?\nCustomer: yes\nHuman Agent: Are you using the Zmodo or Smartz Eaze app?\nCustomer: zmodo\nCustomer: i think i by mistak downloaded the other as well not sure \nHuman Agent: Okay, can you tap on the Me tab at the bottom right corner and you should see your email address near the top. Can you tap on that and tell me what the Account Number is?\nCustomer: 22180576\nHuman Agent: Alright, can you tap on the Home tab at the bottom left and do you see 3 cameras listed there?\nCustomer: i see my devises smart devis new alert,smart devices mew alerts, and smart devices new alerts\nHuman Agent: Okay, so it shows three cameras. Can you tap on Live for each of the cameras and tell me if it shows you the live footage for the camera?\nCustomer: it looks they are all working now \nCustomer: sorry it just took a few minute to sort this out \nHuman Agent: Good, I am glad it is working. Do you have any quesitons?\nCustomer: My phone shows only 3 camers wher do I see the first one \nHuman Agent: The camera ZMD19G4IH418574 is setup on a different account. That camera is on a @hotmail.com email address and the first two characters are \"ca\".\nCustomer: meaning on the My Devises can I sich it so it shows only one one page ? \nCustomer: or can you swith it so it shows on the telus acount \nHuman Agent: Do you recognize the email address that the camera is bound to?\nCustomer: no it might be and old one \nHuman Agent: Alright, there are a couple of options then to unbind the camera from that account. First, do you have the invoice or order information from the purchase of the cameras?\nCustomer: No my Neighbor ordert the cameras with Amazon ( reaso he has an Amazon prime ) acoun) so he ordered them for me they wher delivered on Friday Jan.3\nHuman Agent: Alright, then as this camera is already bound to another account I can contact the previous account and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: super, it is hkfischer@telus.net\nCustomer: Thank you for your help \nHuman Agent: You're welcome.\nCustomer: I just found the Amazon invuice I sendi I will copy \nCustomer: D/static_file/5eb321870c_1_20250106153235.png\nHuman Agent: I would need a screen shot of the order details showing the date, description, price, and seller of the unit all included in the picture.\nCustomer: this is all I got \nHuman Agent: It would probably be further up on that screen. Can you scroll up?\nCustomer: No  this is a copy from my Neighbour David he send to me \nCustomer: If this is not working I just wait till you are able to do it the other way \nHuman Agent: Alright, that is fine, as well. I have already sent the Unbind Request email to the account that the camera is setup on.\nCustomer: Super, thank you I guess in 30 days we are good to go with 4 cameras \nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Are there updates for this camera ?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Your camera is fully up to date at the moment."]
["Customer: Set up\nCustomer: I just email request to ahve camera removed from an account not assoicated with camera just bought\nCustomer: but do not have access to the account they where set up on\nCustomer: representive\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I just emailed to the info to support@zmodo.com\nCustomer: D/static_file/9426644222_1_20241022132452.jpeg\nCustomer: I forgot to request they be removed from old account in the email. \nHuman Agent: Alright, let me take a look.\nHuman Agent: Alright, can you send a screenshot of the invoice or order details showing the date, description, price, and seller of the devices?\nCustomer: D/static_file/e5d05970f2_1_20241022133137.jpg\nHuman Agent: Alright, that is what I will need. Please give me a few minutes to verify the information on our end.\nHuman Agent: Thank you for your patience. I have unbound the devices from the account they were previously setup on and you can now set them up on your account.\nCustomer: thank you for your time \nHuman Agent: You're welcome.\nCustomer: I just checked and was able to add them  your awesome  Have good day\nHuman Agent: Thank you. You have a good day, too."]
["Customer: I want to change my email\nCustomer: Can I remove my email then\nHuman Agent: Hello, you've reached customer care, my name is Kylie. once an account is created with an email there is no way to change that afterwards, you can set a contact email from the me section but if you want to change the email that unfortunately wont be possible. You would have to delete the devices from the account, then create a new account with a different email and add them to that account if you really want to have a different email for an account unfortunately. \nCustomer: No I want to erase my account and create a new one\nCustomer: I need help\nHuman Agent: You can make a new account, you would jsut log out of this account after you remove the devices, then create a new account with the desired email."]
["Customer: I would like to Cancel my account.\nCustomer: Agent\nHuman Agent: I will send an email with our Data Subject Rights form that you can fill out to the email on your account. You can complete the form and return it and then we will get your account deleted.\nCustomer: Thanks \nHuman Agent: You're welcome.\nCustomer: That was all I needed. Have a good day. \nHuman Agent: Thank you. You have a good day, too."]
["Customer: How can i delete this account\nCustomer: Agent\nCustomer: I want to delete this account . Can you please help me on this\nHuman Agent: I will send an email with our Data Subject Rights form that you can fill out and then we will get your account deleted.\nCustomer: ?\nHuman Agent: I sent you an email with our Data Subject Rights form attached. You would want to fill out that form and then with the completed form we will delete your account.\nCustomer: So reply on your email?\nHuman Agent: Yes, you can fill out the form and reply with the completed form attached."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: How can I log someone I don’t want to have access to my camera \nHuman Agent: Hello, you've reached customer care, my name is Kylie. If you change the password on the account anyone who is currently logged in on other devices will be logged out and will be unable to get logged back in unless they have the new password."]
["Customer: Agent\nCustomer: Error adding new camera \nCustomer: Troubleshooting\nCustomer: Agent\nCustomer: I need you to factory rese mty camera\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD17H4IF906583\nHuman Agent: It looks like that camera is setup on another account. Is that the only camera that you are trying to setup?\nCustomer: No, it's a 2 pack\nCustomer: Both have the same condition \nHuman Agent: Okay, can I have the Device ID for the other camera, as well?\nCustomer: I was able to get them to join my wifi network\nCustomer: ZMD17H4IF906593\nCustomer: I can ping both from my local network\nCustomer: But I cannot add them to my Zmodo app\nHuman Agent: That is because they are already setup on another account. Did you recently purchase these cameras?\nCustomer: Yes\nCustomer: I bought them on Saturday\nCustomer: The seller said they were new\nCustomer: Can you rest them?\nHuman Agent: Okay, can you send a screenshot of the invoice or order information from the purchase of the cameras?\nCustomer: Btrying to add the photo of the invoice\nCustomer: And this app lets me select it but won't add it\nHuman Agent: If you cannot send it in the chat, then you can email it to support@zmodo.com.\nCustomer: D/static_file/887dadb05f_1_20241021141112.png\nCustomer: Got it?\nHuman Agent: Let me take a look at it.\nHuman Agent: I reached out to our Spanish speaking representative to see if they can take a look at it to verify all of the information is there any matches the devices. I am trying to see if they are currently available. Please give me just a couple of minutes here.\nCustomer: Can you reset?\nHuman Agent: Potentially. I have to verify the information on the invoice first.\nHuman Agent: I reached out to our Spanish speaking representative to see if they can take a look at it to verify all of the information is there any matches the devices. I am trying to see if they are currently available. Please give me just a couple of minutes here.\nCustomer: Ok\nCustomer: I can send the email I received with the invoices \nCustomer: It had a link to the product page so you can see what I bought\nCustomer: D/static_file/f3dbde9aec_1_20241021142101.jpg\nCustomer: That's the product page\nCustomer: https://tecnomallcr.com/index.php?option=com_virtuemart&view=productdetails&virtuemart_category_id=124&virtuemart_product_id=3688&Itemid=135\nHuman Agent: The invoice needs to include order details showing the date, description, price, and seller of the unit. I am looking through it, but it looks like there is not a date of order there on that invoice.\nCustomer: It was receive via email\nCustomer: The email us date stamped\nHuman Agent: Alright, can you send me that information?\nCustomer: D/static_file/1313e3097e_1_20241021142733.png\nCustomer: Got it?\nHuman Agent: Yes, let me take a look.\nCustomer: Date on top right\nHuman Agent: Yes, I see it. I am just verifying that the information is sufficient here.\nHuman Agent: Was there a delivery confirmation or anything of the sort for the order?"]
["Customer: Troubleshooting\nCustomer: I broke my old phone got new one with the same number. How i link my cameras back up\nCustomer: 1\nCustomer: I will give it a try\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the easiest to reach camera you are trying to set up? The ID starts with ZMD and it can usually be found on a sticker the bracket or camera under a barcode.\n\nCustomer: Yea just a sec\nHuman Agent: Okay\nCustomer: D/static_file/970473ce2b_1_20240925160311.jpeg\nCustomer: D/static_file/f63bd10825_1_20240925160319.jpeg\nHuman Agent: This camera is linked to an email account starting with ta*************@gmail.com, do you recognize it?\nCustomer: Its my old email account. Its been closed for awhile\nHuman Agent: Could I have all of the IDs of the cameras? \nCustomer: Sure it will take a min!!! Hang on\nHuman Agent: Ok\nCustomer: D/static_file/050b905d65_1_20240925161212.jpeg\nCustomer: D/static_file/6c486b4404_1_20240925161223.jpeg\nCustomer: D/static_file/57b6490fdb_1_20240925161229.jpeg\nCustomer: D/static_file/0848c1a60a_1_20240925161236.jpeg\nCustomer: D/static_file/47ab6594c4_1_20240925161242.jpeg\nHuman Agent: 6 total cameras correct? \nCustomer: Correct\nHuman Agent: Do you have the purchase receipt for the cameras? \nCustomer: No i got them on amazon\nHuman Agent: Amazon keep the receipt accessible under your account. Are you able to provide me with a picture of the receipt. With out the receipt or access to the account. As theses cameras are already bound to another account. We can contact the previous account and request that they delete the cameras from their account or give us permission to remove them, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will contact you. \n\nCustomer: Its not they. You mean me. I cant delete them cause my phone got crushed. So its fine. My name is the same, my number is the same, wifi is same everthing. I will just order cameras from someone else.. at least make a note and see if the cameras are ever used. I understand securty but so secure the freaking owner cant even use my own cameras. Blows my mind.\nHuman Agent: The name on the account does not match (Not that we use this to verify), the contact email is set to the same email as the contact email. \nHuman Agent: We are not saying you cant use the cameras. If the cameras are yours you would have the receipt or would be okay with waiting the 30 day period. \nCustomer: James erick taunton\n\nHuman Agent: As I mentioned that is not the name listed on the account. \nCustomer: 5328 hwy 22E \nAlexander city,Al 35010\nHuman Agent: But again we cannot verify ownership based on a name. \n\nHuman Agent: There is no address tied to the account \n\nHuman Agent: I provided the options to verify ownership\nCustomer: Gotcha.  Crystal clear\nHuman Agent: So are you able to sign into that amazon account or would you like me to start the 30 day process?"]
["Customer: Set up\nCustomer: Whenever I tried to set up camera it said that camera was on someone else's account and to call y\nCustomer: Whenever I tried to set up camera it said that camera was on someone else's account and to call you giys\nHuman Agent: Hello, you've reached customer care, my name is Kylie are  you able to tell me this cameras ID number? it will be on the cameras sticker and start with SMZ, with that I will be able to look up the camera\nHuman Agent: ZMD*\nCustomer: Zmd131gf8001642\nCustomer: ZMD131GF8001642\nHuman Agent: Okay let me look up this device. \nCustomer: Ok thank you \nHuman Agent: I was not able to locate this device in our system, are you able to take a picture of the sticker and send it to me, I will make sure we are not missing any characters. \nCustomer: D/static_file/7e5484122b_1_20241111162042.png\nHuman Agent: Thats not what I meant. I wont be able to use that to prove ownership. \nHuman Agent: I found the device, there was a typo with one of the letters/numbers. This camera is tied to an account that was made with an email, to unbind it from that device I will have to send an unbind request to the email the camera is currently tied to, if they respond with permission or after 30 days of no response I will be able to unbind the device and notify you, what is the best email for me to keep in touch with you?"]
["Customer: I just sold my house.  How does new owner establish account?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You'll need to delete the cameras from your account, then the new owners will be free to set them up. \nHuman Agent: Would you like me to go ahead and delete them from your account for you?"]
["Customer: Agente \nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?\nCustomer: Necesito eliminar la camara de ese correo\nHuman Agent: \nPrimero tendré que buscar el dispositivo para buscar la cuenta a la que está vinculado. ¿Pueden enviarme el número de identificación y el modelo de la cámara? La identificación comenzará con ZMD o GSG, no con fccid.\nCustomer: D/static_file/fd54c748ea_1_20250226114406.png\nHuman Agent: Bien, para eliminar esa cámara, haga clic en la cámara en vivo, haga clic en el engranaje de configuración en la esquina superior derecha, luego haga clic en los tres puntos en la esquina derecha y allí tendrá la opción de eliminar, después de eliminarla, haga una copia de seguridad y verifique la lista de dispositivos para ver si se eliminó correctamente o no. Si aún la ve en la lista, hágamelo saber.\nCustomer: No me dejá eliminarla\nCustomer: Puedes desvincularla \nHuman Agent: I looked up your accoutn again jsut now and It does look like you have deleted the device, can you try refreshing the app and tell me if you still see the device in the device section or not?"]
["Customer: Customer care agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: Hi Dillon\nHuman Agent: Hello. How may I help you?\nCustomer: I have a dvr we bought several years ago for my dad\nCustomer: He did not have sufficient Internet at his house, so we never worried about connecting it remotely\nCustomer: Now I’m getting this error\nHuman Agent: What error?\nCustomer: D/static_file/2faed5595d_1_20240920150435.png\nCustomer: I’m trying to send an image\nHuman Agent: Thanks. It looks like it is already bound to an email account starting with cr which is at gmail.com. Is that familiar to you at all?\nCustomer: Could it be crgraves\nHuman Agent: Yes, it is bound to that account. Do you have access to that email?\nCustomer: No.   That is my brother in law.  I don’tunderstand why it’s tied to him\nHuman Agent: He must have set it up at some point in time. Do you have the invoice from the purchase of the device?\nCustomer: Maybe they were trying to connect it to him.  I have no idea\nHuman Agent: Okay. Do you have the invoice from the purchase of the device?\nCustomer: This was like 6 or 7 years ago\nCustomer: I can’t even tell you where I bought it. Either Amazon or eBay I think\nHuman Agent: Okay, many online retailers keep your order history or you may have an email you could find. I can also reach out to the current account holder and request permission to unbind the device. They would have 30 days to reply. If they replied and approved of the unbind or did not reply within 30 days I'd then be able to unbind the device. If they replied and denied the request, I would need the invoice to proceed. Either way I could follow up with you via email once the process had finished. Would jdrandolph_1@yahoo.com be good to reach out to for that once the process finishes? \nCustomer: Hold on\nHuman Agent: Okay. \nCustomer: We can rule out, Amazon\nHuman Agent: Okay, if eBay, they are one online retailer that does not keep older invoices so if you purchased there it would just be a matter of checking your past emails to see if you have an order email. \nCustomer: No on ebay\nHuman Agent: Okay, I've sent the request, is jdrandolph_1@yahoo.com good to reach you on once it finishes? You could likely reach out to him to expedite the process. \nCustomer: Hold on.  Want to confirm the address\nHuman Agent: Which address?\nCustomer: I will call, but I need to confirm email.  He has several\nHuman Agent: It's the one you identified earlier. \nCustomer: Is crgraves@eathlink.net\nHuman Agent: No, I mentioned it was something starting with cr and is at gmail.com. You then noted the user portion as crgraves which would make the full email crgraves@gmail.com. \nCustomer: Hold on.  I knew the EarthLink was a no go.   Going to call him.  What will he have to do after you? Send him an email. He has 72 and not very technologically savvy\nHuman Agent: He would just need to reply and approve of the unbind request. \nCustomer: He is 72 and is not very good with computers\nCustomer: One sec then\nHuman Agent: Okay. \nCustomer: Send it\nCustomer: He will reply yes\nHuman Agent: It was sent around 10 minutes ago, but I have not yet gotten a reply. \nCustomer: He is  replying now\nCustomer: The email told him he had to go online to miso app and select and edit.  He doesn’t even have the app anymore\nCustomer: He sent a reply\nHuman Agent: The email tells them how they may do it or gives the option to reply and approve or deny as well. \nCustomer: He reply to email already\nHuman Agent: I just got a response, one moment. \n\nHuman Agent: The device has been unbound. Would you like it bound to your account now? If so, what would you like it named? \nCustomer: Yes\nCustomer: Sorry this is taking so long. I appreciate your patience.\nHuman Agent: No problem. What would you like it named? \nCustomer: Dads House\nCustomer: There’s only one camera attached right now\nHuman Agent: Okay, it has been added to your account with that name. If you were to go to the home page of the app, if it does not show immediately, you could pull down to refresh and have it appear. It is on old firmware so may not work properly until updated. If you go to settings to the right of my devices, select it, then hit ... in the top right, are you able to update from the device version section there/\nHuman Agent: *?"]
["Customer: Hola un teléfono al que me pueda comunicar\nCustomer: No pude entrar a mi cuenta anterior porque ya no tengo ese correo \nCustomer: Agente\nHuman Agent: Hi my name is Wendy\nCustomer: Hola \nHuman Agent: ¿Tienes cámaras configuradas en una cuenta diferente?\n\n¿Cuáles son las identificaciones de dispositivos en las cámaras? Las identificaciones aparecerán en pegatinas en cada cámara y comenzarán con ZMD o 1.\nCustomer: Zmd19121ha18453\nCustomer: D/static_file/a812e9cca8_1_20250221130220.jpg\nCustomer: D/static_file/19277fe712_1_20250221130258.jpg\nHuman Agent: ZMD19I2IHA18453 & ZMD19I2IHA18454 están conectados a gra----@yahoo.com\n\n¿Ya no tienes acceso a este correo electrónico de Yahoo?\n\nAdjunte copias de los recibos de estas 2 cámaras.  Debería poder desvincular las cámaras con sus recibos.\nCustomer: No\nHuman Agent: Adjunte copias de los recibos de estas 2 cámaras.  Debería poder desvincular las cámaras con sus recibos.\nCustomer: Recibos de que \nHuman Agent: recibos de las cámaras.\nCustomer: Recibos de compra \nHuman Agent: Yes\nHuman Agent: Sí, adjunte copias de los recibos/facturas de las 2 cámaras.\nCustomer: Las compro en internet mi hija \nHuman Agent: Por favor consulte con su hija para obtener los recibos.\n\nDebería poder desvincular las 2 cámaras con los recibos.\nCustomer: Ya va checar \nHuman Agent: ok\nCustomer: D/static_file/88235664f2_1_20250221131227.jpeg\nCustomer: Aquí está el pago de las camaras\nHuman Agent: La factura debe incluir los artículos comprados, el nombre del vendedor, si los artículos se compraron nuevos o usados, la fecha del pedido y el número de pedido.  \n\nEsto no muestra lo que compraste.\nCustomer: D/static_file/0bef0ca55b_1_20250221131406.jpeg\nCustomer: Y aquí está el pago por el servicio de video \nHuman Agent: La factura debe incluir los artículos comprados, el nombre del vendedor, si los artículos se compraron nuevos o usados, la fecha del pedido y el número de pedido.  \n\nEsto no muestra lo que compraste.\n\nEste recibo es para un plan en la nube, no para la información de las cámaras compradas.\nCustomer: Ok ya le estoy preguntando, pero en caso que no se puedan desvincular , necesito que ya no se me valla cobrar por el servicio de video\nCustomer: Porque si no , me va llegar el pago y ya no las tengo en servicio \nHuman Agent: No puedo cancelar la suscripción por mi parte, ya que usted está suscrito a través de Google, pero puede seguir esta guía sobre cómo cancelar su suscripción a través de Google. https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid\n\nMe pondré en contacto con la cuenta anterior registrada para solicitar que se desconecten los dispositivos. Si no recibo una respuesta dentro de los 30 días o si recibo la aprobación del titular de la cuenta, los dispositivos se eliminarán de la cuenta anterior. Si se rechaza la solicitud, necesitaría la factura original para cualquier otra cosa.\n\nMe comunicaré con usted por correo electrónico después de que los dispositivos se hayan desasociado.\n\nHuman Agent: Mantenga las cámaras desconectadas de la corriente hasta que puedan desconectarse.\nCustomer: D/static_file/75331a921a_1_20250221131839.jpeg\nCustomer: D/static_file/012a4d416a_1_20250221131845.jpeg\nCustomer: D/static_file/02e5a79c30_1_20250221131851.jpeg\nCustomer: D/static_file/1092e9eae9_1_20250221131913.jpeg\nHuman Agent: Por favor espera unos momentos\nCustomer: D/static_file/cb3d7e2301_1_20250221131952.jpeg\nHuman Agent: Por favor espera unos momentos\n\nCustomer: Se le compraron a Amazon en las fotos viene toda la información \nHuman Agent: Necesito unos minutos para verificar esta información. \n\nespere por favor\nCustomer: Si claro\nHuman Agent: Puedo vincular las 2 cámaras a tu cuenta por ti.  ¿Quieres que ambas cámaras estén conectadas al correo graciela.1583garcia@gmail.com?\n\nQuerrá cancelar el plan de nube activo.  Una vez que haya expirado, puede optar por registrarse en un nuevo plan en la nueva cuenta.\nHuman Agent: No puedo cancelar la suscripción por mi parte, ya que usted está suscrito a través de Google, pero puede seguir esta guía sobre cómo cancelar su suscripción a través de Google. https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid\nCustomer: Pero si puedes vincular las cámaras a este correo\nHuman Agent: Sí, puedo vincular las 2 cámaras a tu cuenta por ti.  quieres que ambas cámaras estén conectadas al correo electrónico graciela.1583garcia@gmail.com ¿verdad?\n\nQuerrá cancelar el plan de nube activo.  Una vez que haya expirado, puede optar por registrarse en un nuevo plan en la nueva cuenta.\nCustomer: Si\nCustomer: Por favor si fuera tan amable \nHuman Agent: bien un momento\nHuman Agent: Ambas cámaras ahora están en su cuenta.  Si actualiza la pantalla o cierra sesión y vuelve a iniciarla, verá las cámaras en su cuenta.\nCustomer: Ok gracias \nHuman Agent: You're welcome"]
["Customer: I am using my fathers DVR. It is still linked to his account. I am unable to unlink the DVR. \nCustomer: I would need a shovel, and a priest to dig him up and even then, the dead dont speak or use phones. \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up this device with the ID number to see what kind of account it is bound to first. It will be on the bottom of the DVR and start with a ZMD, 14, or 15. \nCustomer: ID ZMD33JJFE205283\nEMAIL: MHBOSARGE@OUTLOOK.COM\nCustomer: I am Kevin.bosarge@att.net\nHuman Agent: It looks like this Device is an NVR not a DVR just so you know for future reference. To unbind this device from the account there are two ways, either with the oriogional invoice froim the purchase of the device, or by sending an unbind request, it will go to the email that the device is bound to and if we get a response of approval or if after 30 days of no resposne I would unbind the NVR and notify you. Do you have the invoice at all for the first option?\nCustomer: I do not have the original invoice, i installed it a while ago. \nLooks like i will have to drive to alabama and locate his laptop to open any emails. However, I do mot know where to find said laptop. \nHuman Agent: Okay, I will send the Unbind request now, is the email kevin.bosarge@att.net best to reach you if we do get a response or after the 30 days have passed?\nCustomer: Please do not email me. I will contact you if i need any further assistance. \nCustomer: The NVR / DVR will end up in the trash by days end. \nHuman Agent: Okay, that's no problem, once it is unbound you will not know though, are you sure you don't wish to be messaged?"]
["Customer: 1\nCustomer: Yes this is\nCustomer: I'm trying to set up my indoor outdoor security cameras \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're currently working on? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: I lost the instruction manual so I need help with the full set up from beginning to the end\nHuman Agent: Okay. What is the ID of the camera you're currently working on? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Model zp-ibh27-w\nCustomer: Zmd19g4ih411654\nHuman Agent: Thanks. This device is already online, but is on a different account under an email that starts with bu and is at gmail.com. Is that familiar to you?\nCustomer: Yes my previous phone broke and I forget my log in\nCustomer: Can you please help me \nHuman Agent: Do you still have access to your old email?\nCustomer: I have 2 Gmail's can you but one I don't have access to the one with the number 2 in it\nCustomer: I only have access to the Gmail with the number 6 in it\nHuman Agent: Okay, would you be able to provide your order details or invoice from wherever you purchased the devices you want access to?\nCustomer: I can not find the invoice but I purchased them off of the Temu website\nHuman Agent: Okay, in that case I will need to do an unbind request to request permission to unbind the devices on that account. I will reach out to the original account email for this request which will have 30 days to reply. If they reply approving of the unbind or do not reply within 30 days, the devices will be unbound. If they reply and deny the request, I would not be able to proceed. I can follow up with you via your burnsphyre6@gmail.com once the process has finished. Based on what you've said, it sounds like we'll likely have to just wait the 30 days, but if you get access to the account before then, you may also reply. \nCustomer: Hello\nHuman Agent: Yes, I said \"Okay, in that case I will need to do an unbind request to request permission to unbind the devices on that account. I will reach out to the original account email for this request which will have 30 days to reply. If they reply approving of the unbind or do not reply within 30 days, the devices will be unbound. If they reply and deny the request, I would not be able to proceed. I can follow up with you via your burnsphyre6@gmail.com once the process has finished. Based on what you've said, it sounds like we'll likely have to just wait the 30 days, but if you get access to the account before then, you may also reply. \""]
["Customer: My camera is connected to a account I don’t have no more \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: How do I remove it from the other account if I can’t get into it so it’s a zmd\nCustomer: Zmd13geda236639\nHuman Agent: If you do not have access to that email address or the account, then we have a couple of potential options. Let me take a look at the camera.\nCustomer: Ok \nCustomer: I don’t. Have access to that email no more \nCustomer: ?\nHuman Agent: Thank you for your patience. You setup this email address as the contact email on the account that the camera was setup on. I have removed the camera from that account and you can add it to a different account with a LAN Search in your app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: Thank you so much \nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: The device I’m trying to set up says is bound to another account and it needs to be deleted so I can set up\nCustomer: I had requested and it took 30 days to remove \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 30 days to unbound the account from the old one \nCustomer: What do you mean by device ID I have 4 cameras outside\nCustomer: D/static_file/a0fc4b487d_1_20250311092653.jpg\nCustomer: That?\nCustomer: D/static_file/9d3911f30f_1_20250311092720.jpg\nCustomer: D/static_file/f11dd12d2d_1_20250311092753.jpg\nCustomer: D/static_file/b670d41dda_1_20250311092901.jpg\nHuman Agent: Do you have the invoice or order details from the purchase of the NVR?\nCustomer: This is a set of camera that the home had and my ex husband passed away so I’m trying to get access to keep the system \nCustomer: I live in the property I am personal representative of him.\nCustomer: This purchase was done years ago! It was a Christmas gift to me actually \nHuman Agent: Alright, do you have access to the account or the email address that the NVR was setup on?\nCustomer: No they unbound the account from the old one it took 30 days\nHuman Agent: The previous unbind request was just for the cameras. I have your previous chat pulled up. When I asked you about the NVR you said \"I do not recall NVR\". So we sent an Unbind Request just for the cameras. The NVR is not unbound from the account. The cameras were unbound from the account, but it looks like you connected them back to the same account.\nHuman Agent: If you do not have access to the account or the order details, then our last option is sending an Unbind Request for the NVR. \nHuman Agent: As this NVR is already bound to another account I can contact the previous account and request that they delete the NVR from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: Please. I mean I don’t know if Google will allow me as his personal\nRepresentative to gain access to his Gmail account. \nCustomer: That I would have to try\nCustomer: But send the request to that email.\nHuman Agent: What is the best email to reach you?\nCustomer: Gmescapa.4@gmail.com\nHuman Agent: Thank you. Do you have any questions?\nCustomer: No I guess wait until the unbind happens \nCustomer: To do full set up\nHuman Agent: We will contact you when the NVR is unbound and give you setup instructions to connect it to a new account.\nCustomer: Ok thank you\nHuman Agent: You're welcome."]
["Customer: I bought my cameras at a garage sale a year ago and they’re still connected to the previous owner’s account. The cameras don’t have a reset button on them. How do I factory reset them?\nCustomer: Aren’t you guys the manufacturer?\nCustomer: I need you to help me reset my cameras\nCustomer: I bought my cameras at a garage sale. They’re used cameras.\nCustomer: I bought my cameras used\nCustomer: Three out of the four power on and everything works they’re just linked to the old owners account\nCustomer: What’s the customer support number I need\nCustomer: Ok\nCustomer: So can you help me?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound phone number you can call, we only have outbound calling that is done via schedule, if you would prefer to get support over the phone rather then chat I can send you the call scheduler into the chat, what would you like to do?\nCustomer: I need help now I bought my cameras used and they’re still linked to the previous owners account. I need you to unlink them from the old account\nHuman Agent: Okay, there is a process we would have to go through called the Unbind process, for that I will need the cameras ID numbers for me to look up each device and see what kind of account they are bound to, the ID number will be on the cameras sticker and start with ZMD. \nCustomer: Zmd14ftda204598\nCustomer: Zmd14irda26005\nHuman Agent: Okay, are these the only two you have?\nCustomer: Zmd14g2da211599\nHuman Agent: this device ID Zmd14irda26005 does not have enough characters some are missing. \nCustomer: Zmd14irda260025\nHuman Agent: Okay, I found these devices, they are currently bound to an account that was created with an email. I will send that email an unbind request for these 3 devices, if they respond and give permission or if after 30 days of no response occurs then I will unbind the devices and notify you, is the email Mikenorris88@icloud.com the best for keeping in touch with you?\nCustomer: Did you remove them for me?"]
["Customer: i reloaded my app but i can't sign back in send for code it never came\nCustomer: i have pushed resend over 100 times no code checked spam and refresh noting is working is there a number i can call\nCustomer: -1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you trying to login to an account or are you trying to create an account?\nCustomer: it keep telling me to check my account can't without logging in\nCustomer: login\nHuman Agent: Okay, can you send me the email or phone number you are trying to login with?\nCustomer: rosamcclure@ymail.com\nCustomer: yes i was waiting to hear from you\nCustomer: rosamcclure@ymail.com\nCustomer: still trying get verification code\nHuman Agent: I found the account associated with that email. It has several devices. What I can do is have it send the password reset from my end to you, then see if it comes in, when it does come in then you would tell me the code and I would change the password to abcd1234 so you can log in, once logged in then you will be able to change the password. While I'm doing this do not try to do the password reset yourself or it will cancel out the one I'm having sent to you from my end okay. I will let you know once the code is sending from my end to the email rosamcclure@ymail.com\nCustomer: ok\nHuman Agent: The verification code says its sending now. \nCustomer: ok \nHuman Agent: Has the code come in on your side in the normal mail, or in the Spam at all?\nCustomer: Not in the inbox or spam\nCustomer: Do I need to give you my phone number its not on my account I login with email\nHuman Agent: No, the account was created with the email rosamcclure@ymail.com so that's where the code would deliver/go\nHuman Agent: Lets try it again, this time I will have it send from another password reset method, the email will day Meshare, One moment while I try that way. \nCustomer: Thanks\nHuman Agent: I have it sending again now but this time from Me share, just let me know if you see it come in at all.\nCustomer: nothing yet\nHuman Agent: Okay, try refreshing your email then check again\nCustomer: nothing\nHuman Agent: Are you checking the email from your mobile device or from a computer?\nCustomer: home computer \nHuman Agent: Are you able to try checking your email from a mobile device instead while using data to see if it has come in or not?\nCustomer: Not showing on mobile either \nHuman Agent: That's unfortunate. Lets try one more time to have it try and send from my end, make sure your phone is on mobile data, and that its logged into the correct email. \nHuman Agent: the verification code is sending now. \nCustomer: no email yet spam or in box \nCustomer: can i just put the code in form this chat?\nHuman Agent: When you look at the email when is the most recent message? im wondering if perhaps there is not enough room in the inbox for new mail to come in perhaps.\nHuman Agent: No, its an automated code, I don't manually send it to you, the system generates a code then sends it to the account which in this case is the email, there's no way to bypass that and have me send you the code into the chat unfortunately. \nCustomer: i have room just trashed emails monday\nHuman Agent: Okay, is this a business email or anything like that where you would have more extreme protections where it might deny the email from coming in?\nCustomer: No just personal account.  I dumped the app twice and reloaded it hoping that would help.\nHuman Agent: Hmm, very odd, I would like to set up a call so we can try helping you with the password reset in real time better, would that be okay with you?\nCustomer: Yes.(803) 371-3684\nHuman Agent: OKay, I will also need your name and best email should it differ from the rosamcclure@ymail.com email.\nCustomer: Rosa McClure -rmmcc60@outlook.com\nCustomer: yes\nCustomer: should i just hang it up for today and keep trying for the code?\nHuman Agent: Apologies for the delay, the system was giving me a bit of trouble with the scheduler, I have you scheduled you sucessfully for the next callback time today which is 1-2PM central time. \nCustomer: Ok, thank you.\nHuman Agent: Thank you as well, any other questions before we close the chat?\nCustomer: I don't have the r 2-factor authentication set-up \nHuman Agent: Okay, that's no problem.\nCustomer: Leaving the chat, Talk to you later.\nHuman Agent: Okay, thank you, we will talk to you soon. Goodbye"]
["Customer: I am having trouble with camera sharing\nCustomer: Speak to representative\nHuman Agent: Can you give me more details on the issues you are having sharing devices?\nCustomer: Some of the cameras on my account do not have the sharing management option on their device settings. However, evidently I am sharing them even though I don't wish to do so. \nHuman Agent: Which cameras do you not have a Sharing Management option on?\nCustomer: For example, the camera titled \"Callie backyard\" does not have a sharing management available in settings, but it is currently being shared\nHuman Agent: Alright, lets take a look at that camera. Can you tap on Live for that camera and then tap on the Gear icon in the top right corner to go to the Device Settings for the camera?\nCustomer: Yes\nCustomer: I am there\nHuman Agent: Okay, and there is not a Sharing Management option? Can you send a screenshot of the Device Settings screen?\nCustomer: Correct. Yes I can\nCustomer: D/static_file/8f6d3b95c5_1_20250110112143.jpeg\nHuman Agent: Thank you. I just wanted to be sure you were not logged in with the account that it was being shared to. \n\nYou may want to try uninstalling and reinstalling the app, as it may just be an issue with the app installed on your phone. You can also check another phone or tablet and see if the Device Settings shows the Sharing Management.\nHuman Agent: The other thing you can do is delete the device from the account and then reconnect it with a LAN Search in your app. Deleting the device will also stop sharing the camera with any accounts that it was previously shared with.\nCustomer: Ok, I can try that. It was interesting, because that was the most recent camera I added, and evidently it shared itself. \nCustomer: Assuming that everything is working correctly, all the cameras should have the sharing management option, correct? There aren't some models to which that's unavailable?\nHuman Agent: Yes, they should have the Sharing Management option.\nCustomer: Ok, I will try those options and see. I appreciate the help!\nHuman Agent: You're welcome.\nCustomer: Thank you!"]
["Customer: Hey \nCustomer: Hola buen día, tengo un problema con una cámara, dice que ya tiene una cuenta registrada y no me deja acceder a la visión de la cámara \nCustomer: Quiero hablar con un agente \nCustomer: Agente \nHuman Agent: \nHola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?\nCustomer: Hola Kylie mucho gusto, tengo una cámara wifi que adquirí más o menos hace unos 4 años o más y estoy intentando utilizarla pero me dice que ya está registrada en otra cuenta, no puedo acceder a ella, hay algún modo de poderla reiniciar?\nHuman Agent: Necesitaré buscar la cámara para ver a qué tipo de cuenta está vinculada actualmente, necesitaré el número de identificación de las cámaras que comenzará con ZMD.\nCustomer: Ahora voy, si me salgo de la conversación no hay problema verdad\nCustomer: Es que no tiene etiqueta solamente como aparece acá en la App \nHuman Agent: Podrás volver al chat. Si pasan más de 5 minutos sin recibir un mensaje, el chat finalizará, así que asegúrate de registrarte.\nCustomer: Ahora voy\nHuman Agent: Bueno\nCustomer: D/static_file/916458fa13_1_20241113152800.png\nCustomer: Este es el dispositivo \nHuman Agent: Dame un momento mientras miro hacia esta cámara.\nCustomer: Muchas gracias\nHuman Agent: Esta cámara actualmente está vinculada a una cuenta que se creó con un número de teléfono, no puedo darte el número completo pero termina en 67.\nHuman Agent: ¿Tiene la posibilidad de iniciar sesión en esa cuenta?\nCustomer: 67? \nCustomer: Ya no tenemos ese número de teléfono \nCustomer: Podemos cambarla por favor? \nHuman Agent: Una vez que se crea una cuenta con un número de teléfono o correo electrónico, no hay forma de cambiarla, puede intentar iniciar sesión en esa cuenta y eliminar las cámaras, lo que le permitirá agregarlas a esta cuenta; de lo contrario, si no puede hacerlo. que tendremos que pasar por el proceso de desvinculación. El proceso de desvinculación lo podemos realizar enviando una solicitud de desvinculación al número de teléfono al que están vinculadas actualmente las cámaras y una vez que obtengamos una respuesta o después de 30 días sin respuesta podremos desvincularlas, o también podemos desvincular la cámara. Si puede proporcionarnos la factura original del momento de la compra.\nCustomer: Mira, disculpa es posible que me puedas brindar el número completo? Es que no recuerdo tener un contacto que finalice con ese número \nCustomer: No cuento con acceso a esa cuenta las cámaras las adquirí hace bastante tiempo ya, tampoco cuento con el recibo de compra \nHuman Agent: No puedo darte el número completo, sólo los dos últimos como lo hice. ¿Es esta la única cámara que estabas configurando o hay más?\nCustomer: De hecho son 3 las que necesito configurar, pero en diferentes puntos ya que tengo 3 locales de ventas \nCustomer: Solo confirmemos algo, a esa cuenta deben estar configuradas 3 cámaras verdad \nCustomer: De casualidad el número no es 55606867?\nHuman Agent: Parece que este no es un número de EE. UU. después de investigar, desafortunadamente para desvincular no podremos enviar una solicitud de desvinculación, tendremos que desvincular el dispositivo con la factura, si eso no es posible, entonces Desafortunadamente, no hay forma de liberarlos de la cuenta a la que están vinculados actualmente.\nHuman Agent: 55606867 es el número\nCustomer:  No, no es número de EEUU es número de Guatemala en ese país me encuentro \nHuman Agent: La única forma de realizar el proceso de desvinculación sería mediante una factura.\nCustomer: Okay, entonces si logro acceder a esa cuenta las puedo desvincular de allí verdad? De logro contrario no es posible, únicamente con el recibo de compra\nHuman Agent: Sí, eso es correcto.\nCustomer: Pero de igual forma hagamos algo, enviemos la solicitud de desvinculación al contacto por favor, porque dudo poder acceder nuevamente a la cuenta y así por lo menos sin respuesta en 30 días que se desvincule el dispositivo \nHuman Agent: No puedo hacer la opción de solicitud de desvinculación porque el número no es un número de EE. UU., nuestra única opción para desvincularlo es con la factura.\nCustomer: Entiendo \nCustomer: Muy bien voy a intentar acceder entonces y sino pues los contacto nuevamente, muchas gracias por la ayuda \nHuman Agent: Vale, gracias también. Que tenga un buen día\nCustomer: Igualmente buen día."]
["Customer: Hello Dillion \nCustomer: I need Dillon from customer support \nHuman Agent: I can see if Dillon is available, but I would also be happy to assist you.\nCustomer: Okay please I just talked to him \nHuman Agent: Did you receive the Unbind Request email that he sent to your gmail.com email address?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I have not yet gotten a reply to the unbind request. Have you checked for it in that gmail inbox we discussed?\nCustomer: I’m having trouble getting into that email could you send it to my other email?\nCustomer: Anthonyvelador@icloud.com\nHuman Agent: No, the gmail is the email account that is associated with the account. The icloud email is not associated with the account so I cannot send the request there. \nHuman Agent: If you do not have access to the gmail account, do you have the invoice from the purchase of the devices available? You can often find it in your past orders where you purchased it or can find purchase information in your past emails. \nCustomer: That’s what I’m having issue with to login to that account and delete cameras to reset on a new account I created \nCustomer: I can’t receive emails on that Gmail cause it’s full \nHuman Agent: If an inbox is full it would cause the email to bounce, but this email has not bounced. Regardless if it were full and you had access, you could always delete old emails to create room. In this case if you do not have access to the phone number or email associated with the account and are unable to provide the invoice, our only option would be to wait the 30 days to see if we get a reply and if we do not, then we would be able to proceed with the unbinding. \nCustomer: Okay I just approved was able to log in \nHuman Agent: Okay, thanks. Would you just like them to be added to the account you're contacting from currently?\nCustomer: Yes do they need to be plugged in\nHuman Agent: 3 of the 4 are online so are already plugged in. One is offline. The cameras will need to be plugged in to work, but not to be moved to the other account. \nCustomer: I just plugged the last one in \nHuman Agent: Okay, one moment as I move them. \nCustomer: Okay \nHuman Agent: Okay, they've been moved. I added them with basic numbered names, though you may change that if you like. The time zone also defaults to our time zone, central time, so if that is not correct you may change that. If you do not see them on your home page, you can pull down on the home page to refresh. If you need to change time or name on any, you can go to the live view, hit the settings gear in the top right, then hit the ... in the top right, then you will see both device name and device time zone options. \nCustomer: Okay thank you I will see in I need any further help \nHuman Agent: No problem. Feel free to let me know if you would need any further assistance. It does look like the one named 2 was still offline so if it would be flashing green and needs set back up, you would need to use the QR setup method. If you need help, let me know and I can send instructions for that."]
["Customer: I am trying to set up a new account with a camera on another account, but I can 't my old account\nCustomer: how can i remove from old account when i don't have info on my old account\nHuman Agent: Hi my name is Wendy.  What are the device IDs on the cameras you are needing help with? The device ID will be listed on a sticker on each camera and will start with ZMD or GSG\n\nCustomer: ZMD12IS15232002\nHuman Agent: ZMD12IS15232002 is connected to ja----@sbcgolbal.net  You do not have access to this email?\nCustomer: YES i DO\nHuman Agent: You can login to the Zmodo app with this email, you will see your camera online\nCustomer: I tried it no device\nHuman Agent: what email are you logging in with?\nCustomer: jamessap777@sbcglobal.net\nCustomer: It tells me to name my device and password\nHuman Agent: It looks like there was a typo in the email when this account was made.   The account the camera is connected to ends in @sbcgolbal.net\nHuman Agent: Could you please attach a copy of your receipt for the camera?\nHuman Agent: I should be able to unbind the camera with your receipt\nCustomer: I had this camera for a long time I don't have the receipt\nHuman Agent: okay one moment please\nHuman Agent: I got approval to go ahead and unbind the camera for you.  are you wanting the camera connected to jamessap777@sbcglobal.net?\nCustomer: If I can remove from old account, I can add on my new account\nHuman Agent: Is your new account jamessap777@sbcglobal.net?\nCustomer: yes\nHuman Agent: okay one moment\nHuman Agent: ZMD12IS15232002 is now connected to \tjamessap777@sbcglobal.net\nHuman Agent: If you refresh the screen or log out and back in again you will see the camera on your account.\nCustomer: Still says no device\nHuman Agent: Did you refresh the screen? or log out and back in again?  Email jamessap777@sbcglobal.net is what you are logged in with right?\nCustomer: yes\nHuman Agent: On the Zmodo app tap on \"me\" in the lower right corner, please send me a screenshot of this screen.\nCustomer: I tap me then what do I do\nHuman Agent: take a screenshot then send me the screenshot\nCustomer: i can' take a picture with the same phone and send \nHuman Agent: screenshot it instead of trying to take a picture\nHuman Agent: or instead -please log out of the app.  Then login again\nCustomer: i don't know how to do that\nHuman Agent: -please log out of the app.  Then login again\nHuman Agent: Make sure when you login again you are logging in with email jamessap777@sbcglobal.net"]
["Customer: Set up\nCustomer: I cannot connect my cameras onto Zmodo since I got new internet \nCustomer: I need help reconnecting cameras\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: ZMD11k312000826\nCustomer: I plugged my zmodo router back in but then I couldn't see it on the wifi list anymore\nHuman Agent: This device is already bound to another account. It's under a phone number that ends in 999, is that familiar to you?\nCustomer: So I unplugged it but now I still can't see it\nHuman Agent: This device is already bound to another account. It's under a phone number that ends in 999, is that familiar to you?\n\nCustomer: Yes\nCustomer: That is my number. We just got new internet \nCustomer: When i tried before it said the cameras were already connected to an account\nCustomer: Do I need to get them off of that account or can I just reconnect them?\nHuman Agent: That is because you're not logged into that phone number account. You would need to log into that phone number account to access the cameras you have already set up. Then would need to continue to do the Zink setup for the others that still need set up. \nCustomer: Oh so on the app log in?\nHuman Agent: Yes, you would want to log out of this account and then log into that one instead. You can do setup from this account, but you would not be able to access them until you're on that account. \nCustomer: It says im logged in\nHuman Agent: You're logged in via stlbrightminds@yahoo.com. You would need to log in via the phone number instead. \nCustomer: Ok\nHuman Agent: Let me know if you would have trouble logging in to the other account or something of that nature. \nCustomer: The stupid forgot password will not send a verification code\nHuman Agent: When you do forgot password, are you entering the phone number? \nCustomer: It says \"Get it\" but does not let you press it\nCustomer: Yes\nCustomer: But there is no way to get the code\nCustomer: This is stupid to have 2 different accounts ,one email one phone\nCustomer: And not have them be connected\nCustomer: How am I supposed to get the code for the forgotten password? \nHuman Agent: You need to enter a valid US number and a new password before you can hit the get it button. \n\nUnfortunately we cannot control that you have created accounts under multiple things. \nCustomer: I would not do that and have no idea how that happened but its frustrating \nCustomer: I will try again\nCustomer: Does not work\nHuman Agent: Do you mean you would not have created accounts under both your email and your phone number? The accounts can only be created by people with access to the email or the phone number for each account as they would have to verify when creating the account. It appears this account was created last year and you were contacting then saying you cannot log into your account as it says no account exists. So it seems you had forgotten it was under your phone number at that time and were confused by it not knowing your email and so had created a new one at that time. \n\nWhat sort of issue are you having when you attempt to proceed there? Can you send a screenshot? Please leave the password section as dots so that you are not sending a screenshot of your password. \nCustomer: I put in my phone number(both with the +1 and without) and the get it button still does not work\nHuman Agent: The country code should be handled automatically based on the region. You would just tap into the mobile number section, type just the number with nothing else, then tap the password section and enter your new password, then tap get it. \nCustomer: It gives me both choices, to log in with email or with phone number. The system is the one that sends it to 2 different accounts.\nCustomer: I just need the password.\nHuman Agent: Yes, previously users could create accounts under email or phone number. For new accounts, it is limited only to email. We still provide the option for phone number account users to log in normally though so you choose which based on what you have created your account with. \nHuman Agent: You would need to reset the password to know your password. If you cannot get get it to light up so you may tap it after entering your number without changing anything else there and entering your new password, please send a screenshot? Please leave the password section as dots so that you are not sending a screenshot of your password."]
["Customer: Hola\nCustomer: Español ?\nCustomer: Mi carama la conecte a un internet me mudé de lugar y ahora me dice que está conectada otra cuenta \nCustomer: Hi\nHuman Agent: Hola, te has comunicado con atención al cliente. Te habla Marcela. ¿Podrías darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras.\nCustomer: Hola\nCustomer: Id1zk8-bfs23nm\nHuman Agent: Debe comenzar con ZMD y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras.\nCustomer: ZMD17A8I7208090\nCustomer: ZMD17A8I7208090\nHuman Agent: Esta cámara está vinculada a un correo electrónico que comienza con am****************@gmail.com, ¿Reconoce y tiene acceso al correo electrónico?\nCustomer: Si era de mi tía amarilis y me la regaló por qué perdió la cuenta \nCustomer: Quiero debincularla de esa cuenta \nHuman Agent: Tendrían que eliminarla de la cuenta antes de poder agregarla a la tuya. ¿Es solo esta cámara?\nCustomer: Si \nCustomer: Pero la cuenta la perdió ella \nCustomer: D/static_file/72bbaefe81_1_20240925122951.jpg\nCustomer: D/static_file/d3cf247461_1_20240925123016.jpg\nHuman Agent: Como esta cámara ya está vinculada a otra cuenta, podemos comunicarnos con el propietario anterior y solicitarle que elimine la cámara de su cuenta, pero debo esperar 30 días para recibir una respuesta. Cuando reciba una respuesta o al cabo de 30 días si no recibimos respuesta, me comunicaré con usted. ¿Cuál es la mejor dirección de correo electrónico para comunicarme con usted?\nCustomer: albertojuniormolina@gmail.com\nCustomer: Pero ella no tiene la cuenta ya \nCustomer: Se llama amarilis bautista \nHuman Agent: Está bien, comenzaré ese proceso. Si no recibimos una respuesta en 30 días, podemos quitar la cámara de la cuenta.\nCustomer: Ok \nCustomer: Gracias \nCustomer: Pero no recuerdo el correo le cree la cuenta a ella \nCustomer: Pero la perdió \nCustomer: Y quería vincular la en otra que le cree Pero cambiamos la camara por qué no conectaban \nCustomer: Ni sabíamos que si estaba en una cuenta no se podía usar más la cámara \nCustomer: Me puede dar un número para llamar y hacer el proceso \nCustomer: ?\nHuman Agent: Entiendo, pero lamentablemente tenemos que esperar 30 días antes de poder retirarla. Como se trata de cámaras de seguridad, no podemos retirarlas sin un comprobante de propiedad. ¿Para qué proceso se debe llamar, lo siento?\nCustomer: Ok pues espero pues \nHuman Agent: Ok\nCustomer: Gracias \nHuman Agent: ¡Espero que tengas un buen día!"]
["Customer: How do I turn off alerts and notifications?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You may turn off notifications for events via the mode settings at the top of the home page by pulling down or by accessing them from the devices section of the app. You may also customize them to set schedules or adjust which devices send notifications. \nCustomer: Yes, having trouble finding the mode setting\nHuman Agent: For mode settings, go to Devices, tap settings, then mode settings."]
["Customer: Set up\nCustomer: I can’t connect \nCustomer: How to delete older account \nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: Zmd11j845212166\nHuman Agent: ZMD11J845212166 shows online connected to co----@yahoo.com.  You would want to login to the app with this other email.  \nCustomer: I want to delete that yahoo account \nHuman Agent: Can you login to the app with this other email? or you no longer have access to it?\nCustomer: Ok let me try to go back with it\nHuman Agent: ok\nCustomer: Tk u\nHuman Agent: you're welcome"]
["Customer: Set up\nCustomer: Sehr geehrte Damen und Herren, \nMeine angegebene email Account wurde\ngehackt(aydin-begdes@web.de) \nKönnen Sie bitte meine email Adresse ändern? Ich habe aktuell aydin_begdes@icloud.com \nIch möchte gerne meine Zugangsdaten ändern. \nVielen Dank \nCustomer: Agent \nHuman Agent: \nHallo, Sie haben den Kundendienst erreicht, mein Name ist Kylie. Sobald ein Konto mit einer E-Mail-Adresse erstellt wurde, gibt es keine Möglichkeit, diese E-Mail-Adresse zu ändern. Wenn Sie eine Änderung vornehmen möchten, können Sie nur alle Geräte aus dem Konto löschen, sich abmelden, dann ein neues Konto mit einer anderen E-Mail-Adresse erstellen und erneut hinzufügen die Kameras.\nCustomer: Okay vielen Dank für die Info \nHuman Agent: Kein Problem, ich wünsche Ihnen einen schönen Tag."]
["Customer: Set up\nCustomer: I need help deleting an acct and adding to a existing \nCustomer: Agent \nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Are you wanting to delete account kalynkylah@gmail.com?\nCustomer: I had an old account at my dad’s house with several cameras (parents are deceased now) I have an account with Zmodo 2 cameras, I wish to add another one\nCustomer: In my home \nHuman Agent: okay what are the device IDs on the cameras you are needing help with?\nHuman Agent: The device IDs will be listed on stickers on each camera and start with ZMD or GSG\nCustomer: No, I have the camera ZMD12J568247273\nHuman Agent: ZMD12J568247273 may have a typo, no info comes up with this ID.  Could you check for typos or attach a clear picture of the ID?\nCustomer: I have 2 cameras at my home but have several cameras from my dad’s house which I like to add at least one to my 2 I already have.\nCustomer: D/static_file/0224e81211_1_20241008141641.jpg\nHuman Agent: ZMD12JS68247273 is online -its connected to sc----@yahoo.com\n\n\nHuman Agent: can you login to the app with this other email account?\nCustomer: Yes, can we delete that account, that’s my nephew Willie Scott he set up the cameras for us at my dad’s house and I can’t contact him.\nHuman Agent: Could you please attach your receipt for the camera? I should be able to unbind it with your receipt\nCustomer: No, but he also set up mine at my address and I deleted him off as a user\nHuman Agent: ok.\nHuman Agent: I can contact the previous account on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous account. If the request is denied then I would need the original invoice for anything further.\n\nHuman Agent: Is it just ZMD12JS68247273  you need unbound?\nCustomer: These cameras were brought over 10 yrs ago and I have about 5 of them.\nHuman Agent: ok could you please provide the device IDs on the cameras you need unbound?\nHuman Agent: That way I can send out the unbind message for all 5\nCustomer: Well, I have about 5 cameras \nHuman Agent: What are the device IDs on the 5 cameras?\nCustomer: We are now getting ready to sell my parents home so we remove the cameras\nHuman Agent: ok\nCustomer: Let me get them\nHuman Agent: ok thanks\nCustomer: D/static_file/a5678e537c_1_20241008142413.jpg\nCustomer: D/static_file/329de87cd2_1_20241008142517.jpg\nCustomer: D/static_file/afa734d69e_1_20241008142532.jpg\nCustomer: D/static_file/b78fdb1d2b_1_20241008142558.jpg\nCustomer: D/static_file/fa0c2f2c11_1_20241008142610.jpg\nCustomer: Those are the cameras from my parents home \nHuman Agent: OK one moment please\nHuman Agent: I will send out the unbind message for these cameras and I will follow up with you by email after they have been unbound.\n\n\n\nZMD12JS68247273 \nZMD13H2DA280557\nZMD13H2DA280366\nZMD12JS68246944\nZMD13H2DA280397\nZMD16I2I7204593\n\n\nCustomer: Thanks\nHuman Agent: You're welcome\nCustomer: my email is\nCustomer: kalynkylah@yahoo.com\nCustomer: i do have 2 cameras of my own\nHuman Agent: I have kalynkylah@gmail.com as your email.  Would you like me to contact you by your yahoo account instead?\nHuman Agent: Are you needing help with your 2 cameras?\nCustomer: That email is fine as well \nHuman Agent: ok\nCustomer: Willie Scott is living in Orlando so he might he fleeting from Milton.\nHuman Agent: I'm not sure what you mean\nCustomer: The storm that’s headed to Orlando \nHuman Agent: ok"]
["Customer: I am unable to connect to my device. Says bound to another account\nCustomer: How do I fix that\nCustomer: I would like to unbound my account\nCustomer: My device is bound to old account\nCustomer: My device is bound to another account\nCustomer: Correct\nCustomer: How do I gain access to an old account\nCustomer: How do I contact customer support \nCustomer: I believe my device is bound to my old phone number which I no longer have access too\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: Zmd13dqd9004369\nCustomer: Still there?\nHuman Agent: Yes thank you for the ID \nHuman Agent: It is linked to a phone number ending in 549, do you recognize the number? Is this the number you do not have access to anymore\nCustomer: Yes\nCustomer: That is my old phone number\nHuman Agent: Do you have the receipt for the purchase of the camera? \nCustomer: 7635280549 was the number\nCustomer: I don’t. It was purchased over 5 years ago\nCustomer: I can give you old name/address tied to that account\nHuman Agent: Okay with out the receipt or access to the account. I cannot use a name or address to verify owner ship. We need to contact the account and request that they delete the camera from the account or give us permission to remove it, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will contact you. What is the best email to reach you?\n\nCustomer: Squint.le24@gmail.com\nHuman Agent: Okay I will start that process \nCustomer: Thank you\nHuman Agent: You're welcome, is there anything else we can help with today?"]
["Customer: no, your systen was not able to accept the new password reset\nCustomer: I thought you were customer service. I have tried everything\nCustomer: this is what I thought we were doing\nCustomer: I need a person/ agent \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the account you're trying to reset the password for?\nCustomer: hello\nHuman Agent: Hi there. What is the account you're trying to reset the password for?\nCustomer: Account # 21069588\nCustomer: Sara E. Bullocks phone numbers\nHuman Agent: Thank you. This is not under a phone number, but is instead under boujha45@comcast.net. You would need to choose log in with email, then forgot password, then can have a reset code sent to that email to reset the password to whatever you would like. \nCustomer: 269-476-2351 (h), 269-445-7868 cell #\nCustomer: yes I tried that but your system says \"failed\" and will not allow me to change\nCustomer: let's try again \nHuman Agent: The account is not related to a phone number, you would need to use the email password reset. If you still get that issue, please send me a screenshot. \nCustomer: you and I are on my computer not my phone\nHuman Agent: Okay, if you're trying to do this on a computer, you will need to make sure to use user.zmodo.com.\nCustomer: yes, I did can we try again I will go in to my Zmodo app and you send me a code to boujha45@comcast.net\nCustomer: yes, I am using a new password because I forgot my old one\nHuman Agent: You would need to choose forgot password and enter the email to have the code sent. \nCustomer: i did but your system is not recognizing the new password with my email address.\nCustomer: is there another way ?\nCustomer: now it's saying \"send fail\"\nHuman Agent: To be clear, you're entering the email with no spaces?\nCustomer: yes\nCustomer: can you try sending a code to me\nHuman Agent: I've just tested and the system is working properly. It sounds like you may have entered something different. Would you be alright with me doing it from my end, you providing the code to me, and I'll then set a temporary password of abcd1234 using that code?\n\nCustomer: yes we can try\nHuman Agent: Okay, what is the code I just sent?\nCustomer: are you sending it to boujha45@comcast.net?\nHuman Agent: Yes, if you do not see it, please check your spam. \nCustomer: not there\nCustomer: 204608\nCustomer: I think this was the first one\nCustomer: I don't think I got yours\nHuman Agent: That code does not match for the one I sent. \nCustomer: okay now 924730\nHuman Agent: Okay, your password is now abcd1234. You may log in, go to the Me tab, system settings, then change password. You'll enter this old one and then can set a new one for yourself there. \nCustomer: request failed\nCustomer: should I delete this Zmodo app and select again?\nHuman Agent: Please make sure it's at least up to date and that you have an internet connection on the app. \nCustomer: I just downloded it from the app store on Saturday\nCustomer: what should I do ? I do have internet connection\nHuman Agent: Is the phone connected to wifi or using for phone's data plan?\nCustomer: wifi\nHuman Agent: Okay, please try turning off wifi temporarily on your phone to try via your phone's data to see if you get the same error. \nCustomer: okay\nHuman Agent: Let me know if it's any different this time. \nCustomer: no\nCustomer: i deleted my app and I am going to turn off my phone them reinstall the app and see if that helps. hold on\nHuman Agent: Okay. \nCustomer: should I select Zmodo smart home app?\nCustomer: liftstyle?\nHuman Agent: You would want to download the Zmodo app. \nCustomer: which one?\nHuman Agent: There is only one Zmodo app listed. \nCustomer: it says Zmodo (life style)\nCustomer: okay\nCustomer: I am at the login page now\nHuman Agent: Life style is likely the category, it is not part of the app name. \nCustomer: yes\nCustomer: hold oin\nHuman Agent: Okay. \nCustomer: halalujha!!!! I am in\nHuman Agent: Wonderful. It must have not been allowed internet access previously. Now that you're in, please make sure to update your password as well. \nCustomer: what's my first step\nHuman Agent: You may log in, go to the Me tab, system settings, then change password. You'll enter this old one and then can set a new one for yourself there. \nCustomer: I don't know what the Me tab is\nCustomer: oh yes I see what you mean\nHuman Agent: At the bottom of the app are several tabs. One of those says Me. \nCustomer: okay do I log out first\nCustomer: oh no I see the reset tab\nHuman Agent: No, this is while logged in and on the home page of the app. There is no reset tab, but if you went into your camera settings there is a reset button which would reset your camera. That is not what we want to do currently. Please return to the home page of the app where your devices are listed and tap Me near the bottom right. \nCustomer: Oh praise God and thank you soooo much for all of your help and especially your patience with me. I pray you receive a very special blessing for the Lord God.... thank you so much.\nCustomer: okay wait\nHuman Agent: Was there something else you needed assistance with?\nCustomer: I hope I did not go too far. Now I am at the home page . I do see the Me tab\nCustomer: now what?\nHuman Agent: Okay. You would follow the rest of the instructions listed previously. I'll copy and paste them below. \n\nYou may log in, go to the Me tab, system settings, then change password. You'll enter this old one and then can set a new one for yourself there. \n\nCustomer: thank you. is there ever a time I should log out?\nHuman Agent: Typically no unless you're creating a new account or something of that nature. \nCustomer: thank you!\nHuman Agent: No problem."]
["Customer: I need to speak with a live agent \nCustomer: I need ti transfer my cameras from my old account maineracer15@yahoo.com to this new account. I was just talking with a live agent but needed to finish setting up this new account. I don’t want to lose my membership that just renewed \nHuman Agent: Did you delete the devices from your old account?\nCustomer: No I haven’t \nHuman Agent: Okay, well you will want to log in with the account the cameras are on and remove them from that account. Then you can set them up on a new account.\nCustomer: The agent I was speaking with made it seem like she can just transfer the cameras over to the new account so I don’t have to relink all the cameras and won’t lose the yearly membership \nHuman Agent: The representative in the other chat, just asked if you had created the new account yet. You would still need to remove the cameras from the other account before they can be setup on another account.\nHuman Agent: Setting up your cameras does not affect the subscriptions. You would probably want to cancel the subscription so that it does not renew again on the old account, but you would still have the remaining subscription time that was paid for.\nCustomer: The original rep from last week stated it could be done on your side. So I need to delete the cameras from my old account then add them to the new account which would require linking them to my phone again? \nHuman Agent: You would need to delete the cameras from your account before they can be setup on another account. Then the cameras are offline, so when you connect them to your Wi-Fi network, they will connect to the new account if they have been removed from the old account."]
["Customer: Hello\nCustomer: Hi mira, a friend gift me some used zmodo cámaras \nBut i can't connect, because said is linked to another account,  he don't remember the email \nCustomer: To what email?\nHuman Agent: Hi my name is Wendy.  What are the device IDs on the cameras that you have?\nHuman Agent: The IDs will be listed on a sticker on each camera, the ID will start with ZMD or GSG\nCustomer: HI WENDY \nZMD13H2DA273514\nZM-SS7008D8-500GB\nZMD13H2DA273646\nZMD13GNDA269910\nZMD13H2DA273510\nZMD13GADB211741\nZMD13GADB211780\nZMD13GADB211735\nZMD13GADB210938\nCustomer: Those are\nHuman Agent: They are all connected to  a different email.  Could you please provide your receipt for these devices?\nCustomer: A friend gave them to me \nHuman Agent: Okay.  I will contact the previous account on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous account. If the request is denied then I would need the original invoice for anything further.\n\nI will follow up with you by email after the device/s have been unbound.\n\nCustomer: Thanks, i'll be on the lookout\nHuman Agent: You're welcome!"]
["Customer: I need assistance with setting up a passcode for my account. I have a stalker and I am worried that he has or will try to access my cameras\nCustomer: I have done this, is there a way he can call in pretending to be me or my husband?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. We do not have access to your password so would not be able to provide it to anyone. For resetting your account's password, you would have to have access to your account email to get the password reset email. For two factor authentication, they would need access to the authentication method you set to log in."]
["Customer: Is there a way to see all the users that login daily?\nCustomer: Can I see if anyone logged in to view cameras on a specific date\nHuman Agent: Hello, my name is Grant. I wanted to let you know that the AI Assistant gave a wrong or misleading answer. There is not a way to see other devices that are logged in to the account or see when other devices logged in. \nHuman Agent: If you want to prevent other devices from logging in, then you will want to change the password to your account.\nCustomer: How can I see logged in users?\nHuman Agent: There is not a way to see other devices that are logged in to the account or see when other devices logged in. \nCustomer: Ok, thank you\nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: I bought this camera.on Facebook and it keeps telling me that it's already connected to another device..   what do I so¿?¿?¿?\nCustomer: -1\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera?  The ID will be listed on a sticker on the camera and it will start with ZMD or GSG"]
["Customer: I am following to know the status of my account.\nCustomer: customer agent\nHuman Agent: How can I assist you?\nCustomer: I had a chat 3 weeks ago with a Customer Agent. I requested to have an account unhinged due to not having access to the email any longer. \nCustomer: I had a chat 3 weeks ago with a Customer Agent. I requested to have an account unhinged due to not having access to the email any longer. \nCustomer: I need to connect zomodo account to my new email.\nHuman Agent: We have not yet received a response to the Unbind Request and it has not been 30 days since the Unbind Request was sent. It will be 30 days with no response on November 27th.\nCustomer: Thank you.\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Says my camera belongs to a different account \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device, can you send me the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid. \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: no devices are showing on my phone\nCustomer: my phone does not show any of my devices now that I am on a new Internet service\nCustomer: Set up\nCustomer: i'm getting a message that says my camera is attached to another account. How do I correct that?\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Other\nCustomer: Spanish\nCustomer: Agent \nCustomer: Ok\nHuman Agent: ¿Cómo puedo ayudarte?\nCustomer: Quiero desvincular las camaras pero no me deja\nCustomer: Apreto retirar y se quede colgada la app\nHuman Agent: ¿Estás intentando eliminar cámaras de tu cuenta actual? ¿O las cámaras están vinculadas a una cuenta diferente?\nCustomer: De mi cuenta actual, \nCustomer: De esta cuenta que te estoy chateando \nHuman Agent: ¿Le gustaría eliminar todas las cámaras? ¿O sólo cámaras específicas?\nCustomer: Todas las camaras, tengo 4 camaras vinculadas\nHuman Agent: Gracias por tu paciencia. He eliminado las cuatro cámaras de tu cuenta.\nCustomer: Gracias, entonces las puedo vincular a otra cuenta sin problema, correct?\nHuman Agent: Sí, puedes conectar las cámaras a una cuenta diferente.\nCustomer: Muchas gracias \nHuman Agent: De nada."]
["Customer: Agente\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: Estoy tratando de conectar unas camaras pero no me deja configurar\nHuman Agent: ¿Cuál es el ID de la cámara en la que estás trabajando actualmente? La identificación debe estar en una pegatina en el dispositivo o en su soporte y generalmente comenzará con ZMD.\nCustomer: Zmd13ekdC229240\n\nZmd13dbde001731\n\nZmd13j8e6227862\n\nZmd13ekdC229243\n\nDvr\n\nZMD13C689202265\nHuman Agent: La segunda identificación ya está en línea y en su cuenta. La cuarta cámara y el NVR ya están vinculados a otra cuenta donde el correo electrónico de la cuenta comienza con \"me\" y está en gmail.com. ¿Te resulta familiar?\nCustomer: Si es de mi sobrino\nCustomer: Me regalo el equipo\nHuman Agent: ¿Está ahí para desvincular los dispositivos de su cuenta? De lo contrario, tendría que comunicarme con ellos para solicitarles permiso para desvincular los dispositivos.\n\nCustomer: No esta aki\nCustomer: Pero si me dio permiso para desvincular\nHuman Agent: Bien, me comunicaré con ellos para solicitarles permiso para desvincular los dispositivos. Tendrán 30 días para responder. Si responden y aprueban la solicitud de desvinculación o no responden dentro de los 30 días, los dispositivos se desvincularán para que pueda agregarlos a su cuenta. Si responden y niegan la solicitud no podremos hacer nada más. En cualquier caso, una vez finalizado el proceso nos comunicaremos con usted para informarle el resultado. ¿El correo electrónico de su cuenta es bueno para comunicarnos con usted?\nCustomer: Si es mi correo personal\nCustomer: Gracias por la atencion\nHuman Agent: No problem. For the other two cameras that were not bound, would you like me to go ahead and bind them to your account for now? \nHuman Agent: Ningún problema. Para las otras dos cámaras que no estaban vinculadas, ¿le gustaría que las vincule a su cuenta por ahora?"]
["Customer: Set up\nCustomer: Hi I'm trying to add the cameras to my phone . They were on my husband's phone but he has since passed and it says I have to defeat his account before I can do anything \nCustomer: Hi \nHuman Agent: Hi my name is Wendy.   Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\n\nCustomer: Zmd16fk172006\nHuman Agent: It looks like you are missing some of the ID.  Can you check for typos or attach a clear picture of the ID?\nCustomer: D/static_file/33d8b9a2d8_1_20250311142523.jpg\nHuman Agent: The cameras are connected to ne----@gmail.com  Do you have access to this email?\nCustomer: That was my husband's e mail \nHuman Agent: Can you login to your husband's email?\nCustomer: But I don't know the pass word\nHuman Agent: okay.  Do you have the receipts for the cameras?  Could you attach the receipts here? I should be able to unbind the cameras with the receipts\nCustomer: I don't have any receipts\nHuman Agent: Okay.  \nHuman Agent: I will contact the previous account on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous account. If the request is denied then I would need the original invoice for anything further.\n\nI will follow up with you by email after the device/s have been unbound.\n\nCustomer: But my husband died how can you contact him\nHuman Agent: With no reply we should be able to unbind the cameras for you after 30 days\nCustomer: Oh I see so it will take 30 days before I can get the cameras going again?\nHuman Agent: yes\nCustomer: Alright I thank you for your help I'll be hearing from you in 30 days then ?\nHuman Agent: Yep I will email (nelsonanna49@yahoo.com) you as soon as the cameras have been unbound.  \nCustomer: Thank you again... I understand this is for security reasons 🙂\nHuman Agent: You're welcome! I am sorry for your loss.  \nCustomer: Thank you❤️\nHuman Agent: You're welcome! have a great afternoon :)"]
["Customer: Agent\nHuman Agent: How can I assist you?\nCustomer: I’m locked out of my account and the email address I had has been deleted by google\nCustomer: The device ID is ZMD13GHE2251736\nHuman Agent: Alright, let me take a look at the device. Is that the only camera that you have?\nCustomer: Hello?\nHuman Agent: Alright, let me take a look at the device. Is that the only camera that you have?\nCustomer: I had 2 the second one got broken during a storm\nCustomer: Do I need to power on the device?\nHuman Agent: Do you have the invoice or order information from the purchase of the camera?\nCustomer: Not anymore I bought the cameras in 2016 from Amazon \nHuman Agent: As this camera is already bound to another account I will send an Unbind Request. I will contact the previous account and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: aaron.lee.culp@icloud.com\nHuman Agent: Thank you. I am getting the Unbind Request email sent now. Do you have any questions?\nCustomer: The account it’s bound to is no longer in service so all emails get returned to sender \nHuman Agent: If the email gets rejected, then we may be able to unbind the camera sooner. Often it tries to send an email for a few days, so it may take a few days to get a final error and then we can unbind the device.\nCustomer: Can you reset passwords if I have the correct information ?\nHuman Agent: No, I cannot. The option that we have is the Unbind Request.\nCustomer: I do have the invoice information \nCustomer: Amazon order number 114-4244567-4213832\nHuman Agent: Okay, can you send a screenshot of the invoice?\nHuman Agent: I cannot look up Amazon orders.\nCustomer: D/static_file/06539dd3ac_1_20241007092717.jpg\nCustomer: Oh\nHuman Agent: Thank you. Let me take a look.\nCustomer: Ok\nHuman Agent: Thank you for your patience. I have unbound the device from the account and you can now set it up on a new account.\nCustomer: Thank you \nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you trying to setup a new camera or reconnect a camera that was previously online?\nCustomer: Yes hi\nHuman Agent: I asked two questions, which one are you saying yes to?\nCustomer: I am I do see blue light my mom was dealing with this guy and he robbed her I need him off her camera \nCustomer: rickybright.rb@gmail.com\nHuman Agent: Okay, are the cameras lights a solid blue or a flashing blue?\nCustomer: This Is his name Ricky Bright can you remove the email \nCustomer: Yes\nHuman Agent: I will need to look up the device, can you send me all the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid. \n\nCustomer: I can’t because he tore it off but when I try to do the QR code it says someone else has  CD a account\nCustomer: A account can u please remove his email from the device please so I can hook up my mom camera please \nCustomer: This is his email\nCustomer: rickybright.rb@gmail.com\nCustomer: Please remove that email from the camera\nHuman Agent: we have a process for removing a camera from an account, its called the unbind process, I will need the cameras ID information in order to start the process though it is essential. \nCustomer: Wow I will try hold on\nHuman Agent: We are not able to just unbind a device without going through the unbind process, its a protective measure in place to protect our customers. \nHuman Agent: also, for now I would recommend unplugging the camera while we go through this process. \nCustomer: Listen I see no number at all\nCustomer: At all please \nCustomer: Help\nHuman Agent: I am trying to assist you. Does your mother have the invoice/reciept from when she purchased the camera?\nHuman Agent: we can use that for the unbind process or without the invoice I would have to send an unbind request for the device instead."]
["Customer: Troubleshooting\nCustomer: Talk to live agent\nHuman Agent: How can I assist you?\nCustomer: Hello. I am buying a business in NJ that uses Zmodo. How can i get access to the security camera footage starting Oct 1 when I purchase the business and at the same time remove the current owner? \nHuman Agent: That would depend on the system. We would need the Model and Device ID of the system to look it up and see what would need to be done.\nCustomer: Hello? \nHuman Agent: Hello, did you see my response to your question? I will send it again in case it did not go through.\nHuman Agent: That would depend on the system. We would need the Model and Device ID of the system to look it up and see what would need to be done.\nCustomer: Just received your response. \nCustomer: There are multiple cameras in the business. Help me understand if you need the device ID and model of each \nCustomer: Is there another unique identifier that we can use to look up the system? \nHuman Agent: It depends entirely on the system and the cameras. I would need some information to start with. The NVR or DVR system would be a good place to start.\nCustomer: Noted. Let me look up this.\nCustomer: Will the address location and name and email of the owner help locate? \nHuman Agent: No, we would need the information from the system.\nCustomer: I will need time to fetch that information. Will come back here when I am ready \nHuman Agent: Please contact us with that information so that we can look up the system to see what would need to be done."]
["Customer: How do I change an account from a camera\nCustomer: What if I don't have that account\nCustomer: How do I reset the cam\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera that you have? \nHuman Agent: The ID will be listed on a sticker on the camera and will start with ZMD or GSG\nCustomer: Zmd13ihec210685\nCustomer: Hello\nHuman Agent: ZMD13IHEC210685 is connected to wi----@gmail.con  If you do not have access to this other account please attach a copy of your receipt.  I should be able to unbind the camera with your receipt.\nCustomer: I lost the receipt\nHuman Agent: I will contact the previous account on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous account. If the request is denied then I would need the original invoice for anything further.\n\nI will follow up with you by email after the device/s have been unbound.\n\nHuman Agent: It is just the 1 camera? or are there other devices you are needing unbound too?\nCustomer: Just 1\nHuman Agent: Okay.  I will email you (richardsfabian119@gmail.com) as soon as the camera is unbound.\nCustomer: OK thanks\nHuman Agent: You're welcome\nCustomer: Hey mira\nCustomer: Hello\nHuman Agent: Hi\nHuman Agent: DId you have another question?"]
["Customer: Hello \nCustomer: I need liveagent\nCustomer: Okay \nHuman Agent: How can I assist you?\nCustomer: Unable to scan barcode\nCustomer: For connections \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Light stays solid blue\nCustomer: Gsc5001c\nCustomer: Gsg\nHuman Agent: Could I have the entire Device ID?\nCustomer: Gsg5001c\nHuman Agent: Can I have the rest of the ID that is on that sticker?\nCustomer: Gsg5001c0135942\nHuman Agent: Thank you. Have you setup this camera before? Or did you recently purchase the camera used?\nCustomer: Purchased it today from a thrift store\nHuman Agent: Okay, so a few questions about the camera. Is there any label or branding on the camera, power adapter, or setup guide?\nCustomer: Amazon aftermarket store \nCustomer: No set up guide \nCustomer: Tried to scan qr code on my phone \nHuman Agent: Okay, so how about on the camera or the power adapter? Is there any label or branding on the camera or the power adapter?\nCustomer: Yes zmodo\nHuman Agent: Thank you. Do you have the invoice or order information from the purchase of the camera?\nCustomer: A receipt from the thrift shop\nHuman Agent: Can you send a picture of the information that you have?\nHuman Agent: And is this the only camera that you purchased?\nCustomer: A set of four\nHuman Agent: Can I have the Device IDs for the other cameras, as well?\nCustomer: D/static_file/0b061f78fb_1_20250124171110.jpg\nCustomer: D/static_file/4e00afcfb5_1_20250124171131.jpg\nCustomer: D/static_file/408f43f02b_1_20250124171314.jpg\nCustomer: D/static_file/cf54100a1d_1_20250124171341.jpg\nCustomer: D/static_file/a6e1892151_1_20250124171402.jpg\nCustomer: D/static_file/49ea68d46c_1_20250124171500.jpg\nHuman Agent: Thank you. Let me take a look.\nHuman Agent: As these cameras are already bound to another account I can contact the previous account and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: corey2710@netzero.net\nHuman Agent: Thank you. Do you have any questions about the Unbind Request process?\nCustomer: Yes explain the process \nHuman Agent: It is my previous message. I will send it again.\nHuman Agent: As these cameras are already bound to another account I can contact the previous account and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: No it's a thirty day wait \nHuman Agent: If we do not get a reply for 30 days, then we would unbind the devices, yes.\nCustomer: Ok sounds great \nHuman Agent: Do you have any other questions?"]
["Customer: Set up\nCustomer: ok\nCustomer: how can i see my camera on fire tv\nCustomer: what app to download on firetv\nCustomer: what app is needed to see zmodo on fire tv\nCustomer: cant find it on app store\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an app you can use on the fire TV stick unfortunately. \nCustomer: ok\nCustomer: thanks\nHuman Agent: no problem, is there any other questions I can assist you with today?"]
["Customer: Troubleshooting\nCustomer: How to set the correct time on playback\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. To adjust the time tone settings for your devices, you can open the app, go to Devices, tap on the device, tap where it has the name/device ID, then select the time zone option there."]
["Customer: Troubleshooting\nCustomer: Hello Mira\nCustomer: can I chat with an agent ?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I just got this camera ZMD13HVED002742 as a gift but seems it is still linked to the previous account,,, this happened in the past as well and what I did that time... was to ask you to send a rendinder to the previous email attached to the account.. if no reply after 30 days you can unlinked \nCustomer: I mean it happened with other product\nCustomer: so I would ask you to help me on this one\nCustomer: ZMD13HVED002742\nHuman Agent: Okay, Yes let me look up that device to see what kind of account its bound to and I can send an unbind request for it, one moment. \nCustomer: when I tried to setup I got that message\nHuman Agent: Is the email jcanzaldua@hotmail.com the best to keep in touch with you once we hear a response of approval or if after the 30 days have passed for the unbind? \nCustomer: yes that is my email\nCustomer: do you want me now to get again the message ?\nHuman Agent: Okay perfect. I sent the unbind request now.\nCustomer: if so I need to try to set it\nCustomer: great\nCustomer: thank you so much\nCustomer: will wait 30 days\nCustomer: thank you\nHuman Agent: No you don't, to get it off the account we have to go through the unbind process which is what we just started. If i get a response of approval or if after the 30 days have occurred then I will message you on that email. Just keep an eye out and also check spam incase the messages go there at all. \nHuman Agent: Have a good day."]
["Customer: I’m still having trouble getting my devices back on my app I deleted the account reset it and it’s still sells. The devices are linked to another account, but won’t go back on my app which is my account.\nCustomer: -1\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: How do I delete my account and all my info\nCustomer: I looked in the app. Not there\nCustomer: Agent\nCustomer: Troubleshooting\nCustomer: There is not that much to scan\nHuman Agent: Hello, you've reached customer care, my name is Kylie. There is not a way in the app to delete an account, you can delete all of the cameras individually form the app but that is it. If you want to totally delete the account you would have to fill out and submit an account deletion forum.  I can send that to you in an email then once you fill it out you would send it back to me if that is what you are wanting to do\nCustomer: Yes. That is what I want\nCustomer: Jusmystyle661@gmail.com\nHuman Agent: Okay one moment while I work on sending that to you in an email. \nHuman Agent: I sent the email now,, it is on its way to Jusmystyle661@gmail.com email for you.\nCustomer: Ty. Thats all i needed\nHuman Agent: Fantastic, have a great day."]
["Customer: I am trying to see why my camera is showing upside down now. It's put up in the right direction but everything just come out upside down\nCustomer: Yes I did\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. If you go to the live view and then tap on the settings gear in the top right to go to settings, there is an option there to flip the image, though the setting name can be a bit different depending on the camera model. Do you currently have that turned on?\nCustomer: Ok. Will try\n Thank you \nHuman Agent: No problem, let me know if that doesn't resolve your issue."]
["Customer: How to I reset my password if I forgot it\nCustomer: It does not give an option for that In the mobile app\nCustomer: Representative \nCustomer: Representative \nHuman Agent: You can go to the login screen and tap on Forgot Password to reset the password with your email address.\nHuman Agent: You can either go to the web app at user.zmodo.com or you can use the mobile app on another phone or tablet."]
["Customer: My device was linked to an old address and phone number I know longer have and now I can’t link it to my new number and email how do I do that \nCustomer: 1\nCustomer: What is supports number \nCustomer: 1\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: ZMD17CQI8200931\nHuman Agent: Thank you. Do you have the invoice from the purchase of this? If you ordered online, you may be able to check that via either previous emails you had received or from the account of the online store you purchased from. \nCustomer: No I have this device for over 2yrs \nCustomer: The name should be under Tamara Walker \nCustomer: Email is tamarawalker714@gmail.com \nCustomer: When I tried to use my email to sign it it wouldn’t let me. I tried to create a new account it said my email was already in use \nCustomer: So it’s under my old account \nCustomer: The number I believe is 513-704-0658 \nCustomer: Last address was 312 Elm St Reading Ohio 45215 \nCustomer: Let me look under my Amazon account and see if I can get you the receipt \nCustomer: I found the order details what do you need to know \nCustomer: Order date\nJun 21, 2021\nOrder #\n112-4058804-1238642\nOrder total\n$17.03 (1 item)\nCustomer: Hello \nCustomer: Yes \nCustomer: I sent the order information \nCustomer: Order date\nJun 21, 2021\nOrder #\n112-4058804-1238642\nOrder total\n$17.03 (1 item)\nHuman Agent: I apologize for the delay, would you be able to send a screenshot of the order information?"]
["Customer: Delete account\nCustomer: Delete account\nCustomer: Agent\nCustomer: -1\nCustomer: Hello\nCustomer: Please delete my account\nHuman Agent: I can email you our Data Subject Rights form and then you would just need to fill it out and return it and we will get your account deleted.\nCustomer: Ok\nHuman Agent: You should see that email in the next couple of minutes. If you do not see it in your inbox, then check your Spam or Junk folder."]
["Customer: Hiw to add new camera in place of bricken camera to my plan\nCustomer: I aded thenewcamer butitkerps saying itsnot subscribed\nCustomer: 1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I looked up your account, it looks like you have 3 cameras, but the new camera you added you have not enabled to the plan in place of the old camera, do to that you would go to the cloud section, scroll down to subscriptions, then tap edit/select device/drop down then select the new camera and tap enable. If you have any trouble with those steps just take a screenshot of the page and send it to me so I can help assist you further."]
["Customer: Set up\nCustomer: It only added 1 device to the subscription \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Both of the cameras tied to this account have a subsciption."]
["Customer: I have been paying for the cloud feature, and I am on a travel assignment for work, so I reset one of my cameras up at a different location… And now I noticed I don’t have any of the cloud services anymore, can that please be restored?\nCustomer: -1\nCustomer: I am logged into the same account, but each camera is on a different router, would that make a difference?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Having cameras at different locations and routers wont matter for the subscription if you have them all on the same account. If you deleted a camera and re added it but the subscription is not enabled you can enable it again from the cloud section"]
["Customer: Troubleshooting\nCustomer: Cloud bot working\nCustomer: Agent\nCustomer: I paid un July for 1 year cloud. But it says it's expired \nCustomer: Hello\nCustomer: Agent\nCustomer: Representative \nCustomer: Assistance needed\nCustomer: Help\nCustomer: Representative \nCustomer: Customer care agent needed\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The last time I see that the cloud service renewed on 7/13/2024 \nCustomer: Correct it's good for 1 year\nCustomer: Why does it say it's expired \nCustomer: You didn't answer my question"]
["Customer: Agent \nCustomer: I've been going back-and-forth with the virtual chat. Trying to get an agent for a while.\nTom on\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I'm having trouble with canceling my subscription..\nThe subscription for the clips  haven't been working for me for a while so I canceled.\nI thought I had a cancel and now it just charged me yesterday.\n\nHuman Agent: Okay let me look up your account to see how you subscribed, one moment.\nCustomer: Ok\nHuman Agent: It looks like your subscription is going through google for the processor, I am unable to cancel it from ym end due to this. To cancel you would open the play store, click your profile in the top right, click subscriptions then tap of the subscription and choose cancel. You will know it is canceled successfully once you see an expiration date instead of the renewal date listed on the sub. \nCustomer: Ok, i just did it. Can you confirm? \nCustomer: Are you still there?\nHuman Agent: I wont be able to see on our end until google relays the info to us it can take a few hours for that, like I said before though you will know it is canceled sucessfully if it shows an expiration date.\nCustomer: Ok, great. It does now. My next question is do this mean I'm stuck with it for another year? It doesn't work it's always loading.\nHuman Agent: You have paid for the clips service so yes you will have ti for another year unless you choose to subscribe to a different plan. \nCustomer: No thanks, I will take this up with the bank. The service doesn't work.\nHuman Agent: On my end the cameras you currently have enabled are recording as they should and have footage for the whole week. The clips plan is only for clips not continuous video so if there is no motion then it wont have any recorded footage.\nHuman Agent: The service shows as working perfectly fine on my end when I reviewed them for the cameras, if you dispute we will dispute that dispute as it is working fine and the service is being utilized by the cameras. The cloud service is also non refundable and this is stated in our terms of service when subscribing. \nCustomer: How do I see it.\nI'm logging in right now as we speak and it just error out\nCustomer: I'm not looking for a refund for the whole duration. Just this new subscription that just renewed yesterday \nCustomer: If you can make this work I will keep the service.\nHuman Agent: you would click playback on a specific camera that is under the susbcription, then click the calendar bellow to select a date to view the footage, if you are unable to view it you would then try deleting and reinstalling the app.\nCustomer: Yes I'm here\nHuman Agent: I responded above I said \"you would click playback on a specific camera that is under the susbcription, then click the calendar bellow to select a date to view the footage, if you are unable to view it you would then try deleting and reinstalling the app.\"\nCustomer: I've don't that in the past several times and it work for a while then stop working again which is why I'm dissatisfied with the service \nCustomer: It will say loading for a while then say error\nCustomer: I will contact when I get home to see if it's something else you can trouble shoot to make it work.\nHuman Agent: If you are still having trouble its not the fault of the service it would be something with the phone your doing it on or you are trying to view the footage while the device is getting poor netwrok signal. \nCustomer: Understand, this is a brand new phone and I have the fastest network My area allow me to purchase with a brand new 2024 purchased router/wifi system. I just don't want to be stuck with a service that I cannot use. And I thought I had it canceled prior to the renewal date. \nHuman Agent: Okay, the service is functioning as normal for all the cameras on the account I don't know what else to tell you. You did not cancel the service and it renewed, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date., it emails you a warning when it goes to renew and emails you every time it renews what the renewal date is. You can also always see the renewal info form the subscription area for it. \nCustomer: Ok I'm done here. Bye for now\nHuman Agent: Goodbye."]
["Customer: Cancel my subscription.  \nCustomer: How do I contact \nCustomer: Cancel my subscription \nCustomer: Live person please\nCustomer: Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like for the subscription the processor is Google, I am not able to cancel the subscription from my end due to this. You will need to cancel from the google subscriptions area. To get there, open the play store, click your google profile in the top right, choose subscriptions then tap on the subscription and chose cancel, you will know it is canceled successfully when it shows an expiring date. \n\nCustomer: Thanks\nHuman Agent: No problem, any other questions I can assist you with before we go?"]
["Customer: Subscription cancelation \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I dont see any subsciptions tied to this account your contacting from, do you have another account with us under an email or phone number?"]
["Customer: How to cancel my subscription \nCustomer: Mira can you cancel my subscription please\nCustomer: Agent\nCustomer: Hi Grant. Can you please help me cancel my subscription \nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: ?\nCustomer: Hello\nHuman Agent: Did you receive my message about your Apple account? I will send the message again.\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: Is anyone there? \nHuman Agent: Yes, I have been responding to your messages. If you are not seeing mine, you may want to try restarting or refreshing your app."]
["Customer: Troubleshooting\nCustomer: Is not allowing me to see the videos the camera records\nCustomer: I don't want a cloud service plan just want to delete the videos I don't need\nCustomer: I need more assistance \nCustomer: I want to talk to someone \nCustomer: Phone call\nCustomer: Agent\nCustomer: Hi\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account.\nCustomer: Ok\nHuman Agent: Looks like you have 2 cameras on the account, Both don't have a subscription and would only create short 10 second clips when motion occurs, then there is a cool down, then if more motion occurs it would trigger the camera to create another 10 second clip then the process repeats if there's motion again after the cooldown period. If you want to review those chips you can go to the alert/event section, then tap on them to view them and save them from there as well. \nCustomer: Are you there?\nHuman Agent: I just responded\nHuman Agent: If you are unable to see the message above let me know and I can re send it no problem. \nCustomer: Okay I've been able to see the alerts until last week now doesn't let me why's that happening?\nCustomer: I see the message thanks\nCustomer: I've deleted some old alerts but it's still not working\nCustomer: Are you there?\nCustomer: Hello\nHuman Agent: Yes, Are you able tot ry deleting the app and reinstalling the app, then reboot the camera by unplugging it and plugging it back in then once its online move infront of it to get it to trigger an event/alert?\nCustomer: Okay I'll try and see if it works\nHuman Agent: Okay\nCustomer: Thank you\nHuman Agent: Thank you as well, let me know if after you do that if the camera does not make an alert or if it gives you any trouble\nCustomer: What's the limit of videos it can record without the cloud subscription?\nHuman Agent: Its 12 hours from when a clip is created before they overwrite to make room for more video for the 10 second clips."]
["Customer: Cancel my subscription \nCustomer: Unsubscribe \nCustomer: Cancel my subscription \nHuman Agent: Hello, my name is Grant. I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: My phone- I’m on it\nHuman Agent: Open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option.\nCustomer: Yes\nCustomer: Got it thanks \nHuman Agent: You're welcome."]
["Customer: Need to subscription for 3 cameras premium package \nCustomer: Need live operator on phone what the phone number \nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: Schedule Representative \nCustomer: Call scheduler\nHuman Agent: Okay I sent the call scheduler for you now, let me know if you have  any trouble submitting it at all \nCustomer: I want canceled service \nHuman Agent: Okay let me look up your account and see how you susbcribed, one moment\nHuman Agent: It appears you had a subscription with us that was going through google for the processor, on my end its showing that it has already been canceled, if you are unsure it has been canceled you can go into your google account to subscriptions to see if it shows the sub is expiring or not from there, if for any reason it is not you can also cancel from there. We are unable to cancel google subscriptions from our end"]
["Customer: Set up\nCustomer: I have a problem with renew\nHuman Agent: Hello, you've reached customer care, my name is Kylie. What trouble are you having with your susbcription?\nCustomer: for years i have been paying for 2 cameras. 1 for $49.90 and the second for$24.95. Some how i got things screwed up this year. This month i paid $99.98 and $24.95 total. some how my deck camera got subscribed.\nCustomer: Camera west ZMDFEH4202288 AND CAMERA EAST ZMD24DCH4209827 are the ones i want on 7 day cloud\nCustomer: ARE YOU STILL THERE?\nHuman Agent: Last year you had started a subscription on Deck and Camera West which was 99.98, Unsure if you canceled but it shows on my end that you then resubscribed those cameras again this year and they charged the same ammount as last year because that's our normal pricing. The camera named Camera East was already subscribed and is still the 24.95.\nHuman Agent: Currently on my end now it shows the only cameras subscribed are Camera West and Camera East, it appears you have already canceled the Deck camera. \nCustomer: I dont want deck camera and i cancelled but i dont see a refund\nHuman Agent: So next year when the cameras renew it will only be the Camera West and the Camera East.\nCustomer: no refund?\nHuman Agent: Unfortunately, cloud service charges are non-refundable, it states this in our terms of service when subscribing. The time from the subscription will still be there for the subscription for you to use on the deck camera, we can also move that leftover time onto another camera for you if you wish instead. \nCustomer: Add to camera east or camera west\nHuman Agent: It can only be added to a camera that doesn't already have time, those two cameras are subscribed and have time, it cant be stacked. \nCustomer: Just to understand am i paying $49.99 for 1 camera and $24.95 for the second?\nHuman Agent: You had 3 cameras subscribed before, 2 for 49.99 each and one for $24.95\nCustomer: ok leave on deck camera but i dont want to auto renew when time is up\nHuman Agent: Okay, As stated before the Deck camera has already been canceled by yourself. The only two active subscriptions you have now are Camera West and Camera East.\nCustomer: So i lose the money paid for a year on deck camera?\nHuman Agent: You still have the time that was paid for on the deck camera, its just been canceled so it will not renew next year. \nCustomer: ok. this would have been a lot more painless if zmodo had a phone #\nHuman Agent: We no longer have Inbound calling, only outbound calling which is done via scheduling. \nCustomer: Thanks\nHuman Agent: No problem, have a good day."]
["Customer: Troubleshooting\nCustomer: Payment \nCustomer: Overcharged\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account, one moment\nHuman Agent: I see that you started a subscription today, the subscription goes through apple for the processor. It looks like you subscribed 5 cameras for the 30 day monthly plan which does equal the correct amount it shows was paid for."]
["Customer: Hi I dont have access to my cameras\nCustomer: It says I dont have access to my old videos and I paid for them\nCustomer: I paid for the annual membership and I cant view my old videos\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The two cameras you have subscribed are cameras not on the account, the IDs of those cameras are ZMD14F8DA277026 , ZMD14F8DA273054. If you would like I can move that leftover time from those two cameras to the two currently on the account, but I am not able to move the whole subscription only the leftover time meaning once the time ends you would just have to resubscribe to continue the service for them. \nCustomer: That's okay. You can move it to the account.\nHuman Agent: Okay One moment.\nCustomer: Ok\nCustomer: Will the new subscription be in October?\nHuman Agent: I moved the time sucessfully, both of the cameras will have time until 2025-10-06 that will be the last date of service unless you resubscribe them.\nHuman Agent: Any other questions before we go?\nCustomer: Ok, tk.\nHuman Agent: no problem have a good day."]
["Customer: I cancelled my subscriptions three days ago, yet you still billed my PayPal account the very next day. Please refund the payment or I will complain to PayPal.  \nCustomer: Agent please!\nHuman Agent: Hi my name is Wendy\nHuman Agent: Which cloud plan was charged after you cancelled it?  Do you know the device ID on the camera?\nCustomer: Hello?\nHuman Agent: Did you see the message asking you which cloud plan was charged after you canceled it? There is not a new charge showing on your account after you contacted us on 9/23 to cancel the subscriptions on your account.\nCustomer: I canceled my account three days ago, yet you build me the very next day. Please cancel my account refund my payment, or I will file a complaint with PayPal. Thank you.\nCustomer: Transaction 7H219708C6812843U\nHuman Agent: As I said, you contacted us on 9/23 and we canceled the subscriptions through our payment processor and gave you instructions on how to cancel the Apple subscription. There is not a renewal after you contacted us. The only renewals are from before you contacted us.\nCustomer: Is one of three transactions that came through AFTER I cancellled. Please refund \nHuman Agent: Can you send information on that charge? Which device is on that subscription? How much was the subscription for?\nCustomer: I cancelled Apple separately. These three charges went through PayPal AFTER I cancelled. \nCustomer: I sent transaction number. It was 12.46\nHuman Agent: I cannot see the transaction number from your bank account. The $12.46 charge was renewed on 9/23 at 6:11 AM CST. You contacted us after that subscription renewed on 9/23. So the subscription renewed before you contacted us to cancel the subscription.\nCustomer: Please refund\nCustomer: I was a customer for years. Show good customer service \nHuman Agent: Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date. \nCustomer: I moved. Could order 10 new cameras and service. If you do not take care of me I’ll switch systems. \nHuman Agent: Whether you continue to use the cameras or change cameras is up to you. You should make the best decision for your own needs. Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date."]
["Customer: Don’t remember old password \nHuman Agent: Hello, my name is Grant. You can also reset the password from the web app, if you do not want to log out of the mobile app. You can go to https://user.zmodo.com/changepwd and enter your email address to get an email with the Verification Code.\nCustomer: I am wanting to cancel my subscription\nHuman Agent: Alright, let me take a look at your account.\nCustomer: Ok\nHuman Agent: I see a Monthly Premium Plan for four devices on your account. Would you like the subscription for all 4 devices canceled? Or are there specific cameras you want the subscription canceled on?\nCustomer: All 4 should be cancelled now \nHuman Agent: Yes, it looks like it was just two that were still active and you have canceled that subscription. I do not see any other active subscriptions.\nHuman Agent: Do you have any questions?\nCustomer: Yes all 4 \nCustomer: Needs to be canceled \nHuman Agent: Yes, as I mentioned, two were canceled last year and you just canceled the last two that were active.\nCustomer: Thank you \nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: I renewed my subscription yesterday with Apple and I still have no service on one of my cameras and the other one says that I don’t have a subscription\nCustomer: My subscription was paid and the code for that is MKQYS104QB\nCustomer: I received an email from Apple stating that it was paid\nCustomer: I have more questions and need further assistance\nCustomer: I would like to speak to a human about my issue\nHuman Agent: You can edit the enabled devices on the susbcription in your app. Tap on Cloud and scroll down to the active subscription. Tap on View Details and tap on Edit. Then you can enable the subscription on the devices.\nHuman Agent: If that does not work, then you can cancel the subscription in your Apple account. Then you can resubscribe to the same subscription in the Zmodo app. As long as it is the same plan and the same Apple account you will not be charged again and will just reactivate the renewal on the plan.\nCustomer: It said that I have no subscriptions\nHuman Agent: It said that after you tapped on View Details?\nCustomer: Yes\nHuman Agent: Okay, then you may have already canceled it. Like I mentioned in my second message, if editing it does not work, then you can cancel and resubscribe. So lets check the status of your subscription. To check the status of your subscription managed via Apple. Open the Settings app. Tap your name at the top. Tap Subscriptions, find the subscription then tap on it to see its status.\nHuman Agent: Just let me know what it says on that screen.\nCustomer: OK\nCustomer: It does it is open as of the day\nHuman Agent: Does it say when it is renewing or does it say it is expiring? Does it give you the option to cancel? Can you send a screenshot of the subscription status screen?\nCustomer: They should’ve said it said that the subscription is open\nCustomer: I don’t know how to do that. I’m sorry. It. set it expires on 12 1124.\nHuman Agent: Alright, if it says it expires on 12/11/24? Did you refund the subscription?\nCustomer: I’m sorry that was January 11 25. And it said it’s active.\nHuman Agent: Okay, so it says it expires on 1/11/25?\nCustomer: Yes\nHuman Agent: That means that it is canceled. So what you can do is go back to the Zmodo app, tap on Cloud, select the Premium Monthly Plan, tap on Subscribe. Then you will select the two cameras and subscribe them. That will not charge you again and will just reactivate the renewal and should put the subscription on the cameras.\nCustomer: It said that it doesn’t expire until December 11th 2025\nHuman Agent: I understand that it said it would not expire until 1/11/25.\nCustomer: in your message. You said that means that it’s canceled. I’m not understanding.\nHuman Agent: It says it will expire, not renew. That means that the subscription is canceled. When you cancel a subscription, you still have the remaining time that was paid for and the subscription will expire and not renew.\nCustomer: I paid for the month for two cameras 999. I don’t understand why I’m not getting the service.\nHuman Agent: Because it was not applied to the cameras. I am giving you the steps to go through so that the cameras will be enabled on the plan and will record.\nHuman Agent: Please go back to the Zmodo app, tap on Cloud, select the Premium Monthly Plan, tap on Subscribe. Then you will select the two cameras and subscribe them. That will not charge you again and will just reactivate the renewal and should put the subscription on the cameras.\nCustomer: OK I’ll try it.\nCustomer: Now it said that my payment was denied, which there is no reason for it because it’s a good debit card\nHuman Agent: The payment is processed by Apple, so if it was denied, then it has something to do with the Apple account.\nHuman Agent: Can you try restarting the app on your phone or tablet? You can also restart the phone or tablet. The other thing you can try is to uninstall and reinstall the app. That may help if the app is having an issue communicating with your Apple account.\nCustomer: I guess it’s time to look for a new provider. Thank you. These cameras we have here.\nHuman Agent: Or you can go back to the Apple account and renew the subscription there. Then come back to the Zmodo app and enable the devices.\nHuman Agent: You're welcome."]
["Customer: I can not find your rates for a cloud subscription if I choose to buy your products.\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. The cloud service available in our app has a premium plan and a platinum plan. The premium plan holds footage 7 days while the platinum plan holds it for 30 days. The premium plan is $4.99 per device per month or $49.99 per device per year. The platinum plan is $9.99 per device per month or $99.99 per device per year. Our partner Smartz also has other plans available in their app that I can go over as well if you would like."]
["Customer: I would like to cancel my subscription \nCustomer: Agent\nCustomer: Agent\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: I no longer have a android device\nHuman Agent: If you do not have access to an android device currently you can follow this guide on how to cancel your subscription via Google. https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid"]
["Customer: Agent\nCustomer: Customer support \nCustomer: Hi, are there any call appointments left for today\nCustomer: Dillon, are you there\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I've just sent you a link to be able to schedule a call. \nCustomer: That was a question  Dillon\nCustomer: There are no appointments left for today\nCustomer: Will you be able to help?\nHuman Agent: There had been at the time it was sent, but unfortunately it is now too late to schedule further for the day. I'd be happy to help here though. How can I help you?\nCustomer: I've noticed today on my time-line that I am not getting the yellow notification for motion on certain motions. Can you tell me why?\nHuman Agent: It looks like both of your subscribed cameras, Garage and Inside 1, have still been recording today. Are you just meaning some motions aren't being detected on them? \nCustomer: It is showing when I go to the time, but the yellow notification is not on the time-line \nCustomer: I use to show all of them\nHuman Agent: If it just has blue at the time, that would imply that no motion was detected so there would only be the screenshot every 10 seconds rather than an actual video. Do you have a motion detection area set on the camera in question?\nCustomer: Yes\nHuman Agent: Okay, was the motion possibly outside of the set motion detection area? Or possibly far away/small to where it may not have been detected?\nCustomer: I am talking about in the playback when there is a motion it is either yellow or red. At 3:59 pm today, there was a motion. It picked it up but the recording doesn't play normal and the yellow \nline is not there\nCustomer: I saw the frame and the picture shows something there. I know about this time because my other camera picked it up\nHuman Agent: By picked it up you mean a notification/event was issued? Could you send a screenshot of the event so I can get a better idea of what you mean?\nCustomer: How do I send a Screenshot...\nCustomer: If I leave this page, will it delete me from this chat\nHuman Agent: There should be a button here to add a file. You can leave the chat and return, it will remain open for 7 minutes from the last message. \nCustomer: Okay\nHuman Agent: Thank you. \nCustomer: D/static_file/e56fcff6c9_1_20241008162901.jpg\nCustomer: Did you get it\nHuman Agent: Yes, thank you. It looks like this is a camera we had discussed previously where you had issues detecting a lot of motions unless they were quite close and I noted it was likely due to the screen so you were going to try taking that off. \nCustomer: It has been working fine until today. Since I got the subscription \nCustomer: Today is the first day that I didn't get the yellow line for some of the motions\nHuman Agent: As we had discussed at that time, the screen is likely to cause it to not detect all motion. The subscription would allow it to record all motion it detects, but the screen would still result in issues detecting various motions. \nCustomer: It has been working fine with motion Dillon.... Do you think someone is jamming the wifi? Can someone go in and delete the yellow line on the time-line \nHuman Agent: No and no. The issue is the same as we had discussed previously. You may move the device or remove the screen to help with the issue. \nCustomer: Dillon that is not the issue. It picked up the motion, but I am concerned about the yellow line disappearing...\nCustomer: I talked to a tech last week and she told me that the yellow line meant I didn't get a notification and the red line meant it sent a notification \nHuman Agent: As we discussed, the mesh is blocking a large amount of the camera view and resulting in many motions being missed due to much of the screen not changing when there is motion. Until that issue is resolved, you will continue to have this issue. \n\nYes, both are detecting motion, yellow is one with no notification and red is one with motion. Regardless though, to have either the motion must be detected and unfortunately with such a large amount of the image blocked by the mesh, many motions, particularly further away ones, will be missed. \nCustomer: The motion is there. The yellow line is missing. It worked for all the other motions except this one...\nHuman Agent: No, the blue line means it has only recorded a still screenshot every 10 second due to no motion having been detected. \nCustomer: And the recording doesn't play right. It freezes up\nHuman Agent: Yes, as no motion was detected so it was only doing the screenshot every 10 seconds that is done when no motion is detected. \nCustomer: Okay... Is there anyway for me to see the playback and get a view of the playback as I am scolling on the time-line \nHuman Agent: The footage on the timeline will have a screenshot every 10 seconds when no motion is detected and will record full video when motion is detected. You cannot retroactively access anything else as whether or not motion is detected determines what it would have recorded. To view that, you can hit playback on the subscribed camera and slide the timeline to the time you want to view. To fix the issue going forward you would need to resolve the issue we discussed. \nCustomer: Okay... Thanks.... What does the compatibility with NVR or DVR systems mean? Are these cameras that's available?\nHuman Agent: I'm not sure what you're referring to exactly. The cameras would not be compatible with any DVRs, but would work with our older NVRs. We have not produced NVRs since around 2018 however. \nCustomer: I am referring to this comment in the beginning of the chat \n\n\"For questions regarding compatibility with NVR or DVR systems, please type \"Agent\" to get assistance from our customer support agents.\"\nHuman Agent: Ah, that was a minor hiccup with the bot for some reason believing you were asking about an NVR or DVR. \nCustomer: So there are no cameras that are compatible with a NVR right 🤔 \nHuman Agent: Your cameras would be compatible with our NVRs, but we have not produced NVRs since around 2018. \nCustomer: What is NVR?\nHuman Agent: NVR stands for network video recorder. It is a box that can output cameras onto a monitor and if a proper hard drive is inserted may also record them to the hard drive. \nCustomer: Oh okay.... Well, Thanks Dillon, and have a great evening; and, stay safe always.....\nHuman Agent: Have a great evening as well!"]
["Customer: Customer service \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Yes I paid for two subscription and i only see it on my bedroom camera \nCustomer: I paid for one in October and one today \nCustomer: hello\nHuman Agent: When I look up your account I see that your subscription is going through apple, apple shows you currently have only resubscribed one camera named Living room today, and I do also see where there was a subscription on 10/26/2024, I can re add the leftover time from the previous subscription for you onto another camera however it will not renew next year only use the leftover time that is left. Do you want that time moved onto the Livingroom camera?\nCustomer: Yes\nCustomer: I should go to until next year\nHuman Agent: Okay One moment while I add that elftover time for you.\nCustomer: I just paid for that in October of this year \nCustomer: I paid 49.99 on October 24 of last year and it should go until October of next year t year\nHuman Agent: Yes it looks like you subscribed one camera then canceled the subscription then resubscribed a different camera again\nCustomer: Yes because you guys were trying to charge me 2.98 a month on top of my bill I already paid 49.99  for a year \nHuman Agent: Because it was not the same camera as when you had subscribed before it charged again, when resubscribing if you had chose the same camera and same pricing it would not have charged again, this is no problem though I can jsut add the time from before onto the other camera for you. \nCustomer: Ok thank you\nCustomer: How can get my footage from earlier today from my living room camera \nHuman Agent: I added the time successfully, the other camera will have service until 10/26/2025 on that day it will not renew and be the last date of service unless you change your subscription to subscribe 2 devices or if you move the sub from the other camera onto this one by editing. As a tip, do not delete the camera and re add it unless absolutely necessary as when that occurs it will remove the time from it that I added, if this for any reason occurs though just message us and we can put the leftover time back onto it for you. \nHuman Agent: To review footage click Playback next to the camera then choose the calendar and the dates bellow. It will then take you to the beginning of the day when it started recording."]
["Customer: Troubleshooting\nCustomer: Playback video frozen\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Is the section blue in the timeline?"]
["Customer: I need a copy of latest invoice please\nCustomer: Representative\nCustomer: -1\nCustomer: I need a copy of the June 3 billing invoice\nCustomer: $124.74\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Renewal information is automatically sent to the email set for billing which in this case is it@gccsda.com. Had you deleted the email that was sent previously?\nCustomer: It went to the group address and was discarded before I saw it\nCustomer: And my accounting department asked me to request another copy\nHuman Agent: Okay, I am unable to resend the original email, but I can get a copy of the invoice and send it to it@gccsda.com again. It will show the charge amount, but unfortunately will not detail what the charge is for. \nCustomer: Please send what you can thank you\nHuman Agent: Sure, one moment. \nHuman Agent: Okay, it has now been sent."]
["Customer: Hi. Why did my monthly bill go up to $4.50 from $2.50 a month?\nHuman Agent: Hi my name is Wendy.  Let me check your account, one moment\nHuman Agent: Cloud plan on ZMD13G4D9003919 Inside #2 was cancelled but this plan is $4.99/month.  You have it cancelled now so it will no longer renew unless you sign up for a new cloud plan on the camera.\nHuman Agent: Actually it is ZMD13GTD9001593 Inside #1 that was cancelled.\nHuman Agent: ZMD13G4D9003919 Inside #2  is still active.  Are you wanting this cloud plan cancelled?"]
["Customer: Real person\nCustomer: No chat history.  \nHuman Agent: How can I assist you?\nCustomer: I wanna know why my device captured everything and since I signed up for the cloud it’s not recording people walking onto my porch or people on my detection area.  I have had packages taken and this did not record anything it’s literally pointing at my porch through window.  \nCustomer: This is ridiculous!!!!\nCustomer: Also it records snippets and not a full recording like it’s supposed to and when I try and look at something more than the snippet it states there is no activity in this time frame.  \nHuman Agent: Alright, lets take a look at the Playback menu directly. Can you tap on Playback in the app for that camera?\nCustomer: Not while I’m on with you\nHuman Agent: You can leave the chat and come back to it.\nCustomer: I’m not home right now but I got notification my green drop donation was picked up and it was 8 bags so they had to take multiple trips to my porch and the camera caught NOTHING AT ALL!!!!  The clothes are there and then they are gone nothing in between.  I try to put on the package detection thinking that may help and that failed won’t even let me \nHuman Agent: You can still view the Playback menu if you are not with the camera. There may be limited troubleshooting to resolve any issues if you are not with the camera, but we can still start taking a look and narrow it down or potentially solve it."]
["Customer: Retrieving video \nCustomer: Customer service \nHuman Agent: How can I assist you?\nCustomer: Hello I am trying to retrieve a video from October 8 but it isn’t showing up \nHuman Agent: Looking at your account, it looks like you started your subscription on 10/9/2024. The camera only records continuously to the cloud when there is an active subscription on the camera. There would not be any footage from when the camera is not subscribed. So unfortunately, there would not be any continuous footage from 10/8/2024.\nCustomer: Ok thanks \nHuman Agent: You're welcome."]
["Customer: Hi Mira, this is Brent.  I purchased and installed a new 1080p camera to replace a broken old one.  I have two subscriptions.  How do I switch out the old camera for the new one.\nHuman Agent: Hi my name is Wendy\nHuman Agent: I could cancel the cloud plan on camera ZMD14K9DA274113 named camera 1 them move the remaining cloud time to the new camera 1 that was setup today.  \nCustomer: I will try that, the other question that I had was the new camera shows black and white picture, not color.\nCustomer: Yes please delete the old camera and add the new one to the subscription.\nHuman Agent: Tap on the live button, tap on the gear shaped icon in the upper right, night vision settings.  settings for night vision should be on \"auto\" or \"always off\" to see color.\nHuman Agent: I will cancel the plan on ZMD14K9DA274113 then move the remaining cloud time to GSG5001C0090009 -it will take me a few minutes. please wait\nHuman Agent: The remaining cloud time has been moved to the new camera 1.  You will have the 7-day plan on this camera until it expires on Feb 12, 2025\nCustomer: so it will continue at the same monthly price as the old camera 1?\nHuman Agent: It won't be the same subscription I just moved the remaining cloud time from the old camera to the new one\nHuman Agent:  it expires on Feb 12, 2025 -then you can sign up for a new cloud plan if you would like\nCustomer: Are you telling me that I need to get a new subscription for the new camera after Feb 12, 2025?\nHuman Agent: correct\nHuman Agent: paid cloud plans are optional not required though so you do not need to pay for a cloud plan if you do not want to\nCustomer: the two plans that I have now are cloud plans, correct?\nHuman Agent: You have an active cloud plan on camera ZMD16LII7203679 Camera 2.  It will next renew around Jan 27, 2025\nThe remaining cloud time on camera GSG5001C0090009 will expire on Feb 12, 2025.\nCustomer: What will be the monthly cost for the new cloud plan for the new camera\nHuman Agent: The 7-day plan is $4.99/month per device\nCustomer: Okay, I tried what you mentioned switch to color, night vision on Auto, Normal sensitivity but still black & white.\nHuman Agent: strange.  You have it on Auto now and the live feed shows a black/white picture?\nCustomer: Yes\nHuman Agent: Could you please unplug the camera from power for 30 seconds? then plug it in again?\nCustomer: I will try that, do you want to wait while I do that, it will take me a couple of minutes\nHuman Agent: We will stay connected for 7 minutes without activity -you can back out of the live chat and give it a try\nCustomer: that worked, now have color. So my next step is to delete the old camera?\nHuman Agent: I can delete camera 1 ZMD14K9DA274113 for you if you would like\nCustomer: Yes please remove it.\nHuman Agent: If you refresh the screen or log out of the app and back in again you will just see the 2 cameras on your account now.  Camera ZMD14K9DA274113 has been deleted\nCustomer: I see that, thanks very much for helping me with this today.\nHuman Agent: You're welcome!"]
["Customer: Hi\nCustomer: Yes just I want confirm is my account is closed \nCustomer: Customer care agent \nHuman Agent: Are you asking about the Premium Plan for two devices on your account? I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: I don’t know \nHuman Agent: If you do not have access to an iOS device currently you can follow this guide on how to cancel your subscription via Apple. https://support.apple.com/en-us/HT202039"]
["Customer: Cancel subscription \nHuman Agent: Hello, you've reached customer care.  I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?"]
["Customer: Hello \nCustomer: I added one device more to my suscription but it’s not recording \nCustomer: Can you please assist me with checking why my new device “garage” is not recording?\nCustomer: Can you please check \nCustomer: Live agent \nCustomer: Thank you \nHuman Agent: It looks like you just added it to the subscription. It usually starts showing footage after about 10 minutes, but can sometimes take up to 60 minutes to record a backlog of footage before it starts showing you what is recorded.\nCustomer: Oh okay \nThank you\nI’ll check later \nHuman Agent: You're welcome."]
["Customer: I can't update my new payment method\nCustomer: how do I contact them\nCustomer: agent\nCustomer: hello?\nHuman Agent: To update your payment method, you will want to log in to the web app at user.zmodo.com\nCustomer: ok I will try there\nCustomer: It still says the new payment method does not work. The card on file got hacked Your site will not allow me to put in a payment method ar user or regular zmodo.com\nHuman Agent: Did you go to the Account tab on the web app? Do you see where it says Payment Management?\nCustomer: It took a different card. I have a cloud payment that was due the 22nd how do I pay this?\nHuman Agent: If it is still in the Grace Period, then you can go to the web app and go to the Account tab and go to Payment Management.\nCustomer: It has a view button then shows error cloud service on the 15th then the 22nd. There is no place for me to make a payment. Can you take the payment since the card is now updated?\nHuman Agent: If you updated the payment method in the Account section of the web app, then you can resubscribe the cameras with that payment method if you would like.\nCustomer: let me see if I can re subscribe them. I have a couple different payments so I am not sure which area it is asking for payment\nCustomer: How do I get all 4 cameras on one payment like they used to be?\nHuman Agent: You have 5 cameras, and you have not had all of the cameras on one subscription. You have one subscription for 3 devices and a second subscription for two devices.\nCustomer: how do I connect the 3 cameras, when I click on one of them it wont let me add the other two\nHuman Agent: You would not add them to the subscription with the 3 cameras. You would subscribe the cameras to their own subscription."]
["Customer: Which plans include time lapse video?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you using the Zmodo app?"]
["Customer: Hello \nCustomer: I bought the platinum for one of my devices but it isn’t getting applied to my device \nCustomer: It won’t let me select a device\nCustomer: Contact support\nCustomer: 1\nCustomer: Hi grant I bought the one year platinum for 1 device on my account but it isn’t letting me apply it to any device \nCustomer: I want it applied to my front right camera to view playback\nHuman Agent: It looks like you have a camera subscribed to the Plus Plan that you removed from your account. I can clear the subscription from that camera so that you can enable it on another device.\nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “Enable” at the bottom.\nCustomer: Okay let me try that hold on\nCustomer: D/static_file/e03206edbf_1_20241231133043.png\nCustomer: It keeps saying that an error occurred \nCustomer: What do I do\nHuman Agent: Are you using the Smartz Eaze app or the Zmodo app?\nCustomer: Z modo \nCustomer: It says the same thing if I do it on the Smartz Eaze app \nHuman Agent: Okay, the Plus Plan that you had subscribed to is through the Smartz Eaze app.\nCustomer: D/static_file/921039539a_1_20241231133308.png\nCustomer: It says the same error \nHuman Agent: You can try to uninstall and reinstall the app.\nCustomer: Let me try right now\nCustomer: It’s still saying the same error\nCustomer: I uninstalled and reinstalled the app\nCustomer: What do I do?\nCustomer: Should I unsubscribe and then you put the subscription on my account again?\nCustomer:  To reactivate it\nHuman Agent: You can go to your Apple account and cancel the subscription and then resubscribe to the same plan using the same Apple account in the Smartz Eaze app. It will not charge you again and it would reactivate the subscription.\nCustomer: I just canceled it\nCustomer: It’s not letting me re subscribe\nCustomer: And I keep getting a device_on error\nCustomer: Can you put the subscription back on my account?\nHuman Agent: No, I cannot put the subscription on your camera. Did you go to the Smartz Eaze app and tap on Subscribe at the top of the Cloud tab and select the camera and the Plus Plan?\nCustomer: Yes\nCustomer:  It doesn’t work still\nHuman Agent: Can you send a screenshot of that screen that you are getting when you try to start the subscription? And are you using an iOS device? Or are you using an Android device?\nHuman Agent: It looks like the subscription is enabled on the camera.\nCustomer: Yes it still doesn’t work \nCustomer: The cloud\nHuman Agent: What does not work? The camera will record when the camera detects motion and it will save that footage for 30 days.\nCustomer: D/static_file/9f5a68538d_1_20241231134711.png\nCustomer: It’s on the continuous plan \nCustomer: But not doing the 24/7 recording\nCustomer: Only recording motion \nCustomer: I want the 24/7 continuous recording and I already subscribed to it\nCustomer: Not working\nHuman Agent: No, the subscription you have is the Plus Plan. The Plus Plan does not record continuously. Can you tap on Cloud and scroll down to the subscription? It should show the subscription information and the plan listed there.\nCustomer: D/static_file/05f3acb0e5_1_20241231135407.png\nCustomer: I have the platinum plan \nCustomer:  It literally says 24/7 recording\nCustomer: And 30 day cloud storage\nHuman Agent: Is that the Zmodo app you are looking at or the Smartz Eaze app?\nHuman Agent: Because the subscription on your account is the Plus Plan in the Smartz Eaze app.\nCustomer: Hello \nHuman Agent: Hello, did you receive my response? I will send the messages again.\nHuman Agent: Is that the Zmodo app you are looking at or the Smartz Eaze app?\nHuman Agent: Because the subscription on your account is the Plus Plan in the Smartz Eaze app."]
["Customer: Hi \nCustomer: I’m investigating a robbery that occurred, and I’m looking to see footage of the incident.\nCustomer: I don’t own the camera, my neighbor does \nCustomer: -1\nCustomer: Can you call me \nHuman Agent: If your neighbor has the camera, then they would need to check their account for the footage or they would need to contact us.\nCustomer: They where the ones who stole the item and have blocked my number when I call them \nCustomer: I’m a private investigator \nHuman Agent: We would not be able to give you any footage from someone else's camera if there is any footage.\nCustomer: So how will I be able to prove my case\n\nI’ve seen the robbery take place on another camera at the corner of the block but it’s to far to confirm faces \nHuman Agent: We cannot give out other people's information or video from their devices. You would likely need a warrant for that.\nHuman Agent: You can contact our legal department at legal@zmodo.com, but they would likely direct you to contact the police.\nCustomer: How could I obtain a warrant\nHuman Agent: I do not have that information. You would probably know better if you are a private investigator. I would recommend contacting the police."]
["Customer: Troubleshooting\nCustomer: One of cameras wouldn't do the upgrade version and it appears the camera maybe trying to go out on us. Since we have our subscription paid for the year if it quits working completely could we get a partial credit \nCustomer: I have 3 cameras and I pay a cloud subscriptions price for all 3 cameras so I'm not sure how that works. I would continue to have the cloud service from the other 2 camera\nCustomer: They told me when I first got my cameras each camera had to have a cloud subscription. So are you telling me they've overcharged me all these years.\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Cloud service is non-refundable, but if you happen to get a new camera, we could help move the remaining service time as long as you do not subscribe the new one. That said, a failed update doesn't mean the camera is going out and is more likely related to signal or some other network issue. \n\nWe have never told you that you have to use the cameras, the cloud service is purely for the cloud recording, storage, and other cloud functions. There is the free plan you used previously that allows for live and limited events. \nHuman Agent: *have to use the cloud service\n\nI apologize, I had a slight typo there. \nCustomer: I didn't say you told me I had to use the cloud service we were told in order to keep the recordings and see the recordings for up to 7 days each device would need a subscription. This message sounds like only 1 subscription is requiredand all 3 devices would have the cloud service. If this is the case I have been overpaying. I pay 49.99 for 1 device and 74.80 for 2 devices. The pixel is all jumpled in the camera lens is why I think it's failing. \nHuman Agent: The pricing is per device. You can subscribe more than one at a time. For example you have one subscription with 2 devices and one subscription with your third device. \n\nI'm unsure what you mean by the pixels being all jumpled. Can you send a screenshot?\nCustomer: I can try\nHuman Agent: Okay. \nCustomer: D/static_file/482a971c78_1_20241202164038.jpg\nHuman Agent: I see, yes unfortunately it looks like there is an issue with the camera here. If you do replace it, you'd want to cancel the subscription so it does not renew further and then let us know that you'd like to transfer the remaining service time from this camera to the new camera. \nCustomer: I guess I'm not understanding the pricing. I just paid it in September. If I cancel then get a new camera how can I transfer\nHuman Agent: The pricing for your current plan is $49.99 per device. However, you subscribed two of them during a time when we had a promotion for half off additional devices resulting in that price of $74.80. That pricing would not apply to any new devices and will go away once cancelled. \n\nAs I mentioned if you get a new device and want to transfer the remaining service time, you can reach out to support to request we move the service time over. It moves only the service time and not the subscription itself so we would need to cancel the original subscription so it does not continue to renew on your old camera at that point. \nCustomer: Is there an updated version of this camera \nHuman Agent: Our current models are primarily the same, but do have a more efficient video compression. \nCustomer: Okay thank you I'll have to check them out unless you want to just send me a model number lol\nHuman Agent: They are listed on our site here. https://www.zmodo.com/store/?qtyname=1"]
["Customer: Set up\nCustomer: Please cancel my account\nCustomer: Agent\nHuman Agent: Hello, my name is Grant. I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?"]
["Customer: I have two cameras but only one records. I’m trying to add the cloud subscription for my second camera but I keep getting a message that “the same plan exists “.\nCustomer: I tried but I’m unable to for some reason.\nHuman Agent: Hi my name is Wendy.   One moment I will check your account\nHuman Agent: Currently one of the cloud plans is connected to unbound camera ZMD13HIDA221830.   I have cleared the plan from this camrea.\nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom."]
["Customer: Cancel\nCustomer: Agent\nCustomer: Cancel subscription\nCustomer: It won’t allow me to cancel\nHuman Agent: Okay, are you wanting to cancel both subsciptions? you ahev two cameras subscibed on the account."]
["Customer: Troubleshooting\nCustomer: Need to speak live person\nCustomer: Agent\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: Why is my cloud service\nCustomer: Cancel\nCustomer: Why is my cloud service cancel\nHuman Agent: It looks like you had the Platinum Plan for one device on your account. Then you canceled that plan and subscribed to the Premium Plan for two devices."]
["Customer: Hello I need to transfer camera account. I paid for the service recently and one of the cameras quit working. So I replaced it want to put that service to the new camera\nCustomer: I deleted the old camera but it won't let me used that paid for subscription for the new one\nHuman Agent: Yes, that is because you removed the camera from the account without disabling the subscription on it first. I cleared the subscription from the camera and you can now edit the enabled devices in your app. Tap on Cloud and scroll down to the active subscription. Tap on View Details and then tap on Edit. You can then enable the subscription on the camera.\nCustomer: Sorry I've tried many times before, the camera was unresponsive so that is the reason why I deleted it. Thanks I will give this a shot\nHuman Agent: You're welcome."]
["Customer: I need some one to give me a call. To update my payment for cloud services 817 933 5412\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You may update your payment information by logging into user.zmodo.com, going to the account section (person icon on the left), and then editing the payment method there. I can send you a form to schedule a callback on a future date if you would like, but we cannot take the payment information over the phone and you would still need to update it in the method outlined earlier in this message."]
["Customer: Troubleshooting\nCustomer: My cloud clips aren't coming up\nCustomer: -1\nCustomer: Speak to an agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is your account under an email or a phone number? I will look up your account and subscription details first"]
["Customer: I want to cancel my subscription\nCustomer: Agent\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: Agent yes\nHuman Agent: Open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option.\nCustomer: Thank you\nHuman Agent: You're welcome."]
["Customer: I need to cancel my subscription,I cancel two months ago and they are still taking it from my account,please cancel \nCustomer: Agent \nCustomer: They have taken it again,can you return it to my account \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see how you susbcribed\nHuman Agent: it looks like you have both cameras subscribed, the processor for the subscription is Google, I am not able to cancel the subscription from my end due to this, you will need to cancel from the google subscriptions area. To get there, open the play store, click your google profile in the top right, choose subscriptions then tap on the subscription and chose cancel, you will know it is canceled successfully when it shows an expiring date. \nCustomer: Okay I will try it ,thank you \nHuman Agent: Okay,No problem. Have a great day"]
["Customer: Why am I being charged $159 and then now 29.99 a month ? \nCustomer: How do I speak with an agent \nCustomer: Thank you. \nCustomer: Can anyone call me? \nCustomer: 9412767715\nCustomer: I need to know why I’m being charged two different fees. \nCustomer: I paid $159 and now it shows me being charged 29.99 a month for 3 cameras when I only have two devices \nCustomer: Seems like a scam \nCustomer: Hello!\nCustomer: -1\nCustomer: Help please \nHuman Agent: Hello, you've reached customer care, my name is Kylie. You have all 3 of the cameras tied to your account subscribed. \nHuman Agent: BK room, Living room, and Kitchen cameras are all subscribed to the plan. \nCustomer: D/static_file/804dff2c01_1_20250305101530.jpeg\nCustomer: I understand why am I being charged two different fees though? \nCustomer: What are the charges for? \nCustomer: 159.99 and 29.99 \nCustomer: Am I being charged for the year or the month ? \nCustomer: I only have a kitchen camera and a bk room no living room camera \nHuman Agent: You have 3 cameras tied to this account. I am not able to see what specific plan you have, try tapping on both of those then see what they say. It will tell you the plan details from your apple sub area you are in. \nCustomer: What ?"]
["Customer: How to cancel subscription\nHuman Agent: Hello, my name is Grant. I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: my camera expired i cant pay\nHuman Agent: Hello, my name is Grant. The subscription on your account is managed through your Apple account. You would want to check the payment method that you have setup in your Apple account if you are having trouble paying.\nHuman Agent: Also, your cameras are offline, so you may want to set them up and get them online and connected before you pay for a subscription."]
["Customer: Hello\nCustomer: Rep\nCustomer: Set up\nCustomer: Rep\nCustomer: Ok\nHuman Agent: How can I assist you?\nCustomer: Ok if i get cloud service can I view footage from previous days\nHuman Agent: The cameras will only record to the cloud when there is an active subscription on them. So if you were to subscribe now, there would not be any footage from before you start the subscription.\nCustomer: Ok thanks\nHuman Agent: You're welcome.\nCustomer: How much is it for 3 cameras is there a special \nHuman Agent: There are two subscription options. There is the Premium Plan and it is $4.99 per month or $49.99 per year. The Platinum Plan is $9.99 per month or $99.99 per year. The subscriptions are per device. You can see the prices and the features of the Cloud Plans by tapping on the Cloud tab at the bottom of your app.\nCustomer: I had a deal previously is I had more than 2 cameras I get half off so it came out to like10 bucks\nHuman Agent: The multi-device bundle is no longer available. So any subscription would be the regular price for each camera.\nCustomer: If you had more than 2 cameras you get a discount \nCustomer: Ok peace \nHuman Agent: Dom you have any other questions?"]
["Customer: I have an old camera that went out yesterday and I like to replace it with one of my other newer cameras. How can I do that?\nCustomer: \nSo if my newer camera is already set up and working, how will I be able to switch it in the place of an older camera that I’m paying for?\nCustomer: OK, I like to reach customer service for the switch out of old camera and adding new camera\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is the old camera still on the account? If it is you can tell me what you named it and I will look it up and see how it was subscribed to see if the subscription can be moved or not. \nCustomer: Yes it is. Its called old #1\nHuman Agent: Okay so for that camera I am not able to move the whole subscription from it to the new camera, it sadly wont let me move the whole thing. It will allow me to move is the leftover time from the camera to another, but this is only the leftover time and the camera not along with the billing which means it will not renew. \\I can do that for you if you would like but you will have to resubscribe that camera at or before the end date of service because it will not renew. \nCustomer: Can I move new cam #5 in its place and delete the old # 1 like I did a few months ago when old # 2 went out\nHuman Agent: You can physically move any of the cameras you wish to other locations at any time.\nCustomer: \nI’m talking about the billing process. How would that work? I currently have two cameras set up for renewal in March and then I have four cameras on the new billing cycle, which is month-to-month but I’m gonna have to move one of those four cameras to the old cameras so I’ll have a total of five instead of six.\nHuman Agent: If you want us to move the clouds service itself though I am only able to move the leftover cloud time onto cameras without a subscription or ones that have expired for their subscription so I would only be able to move this time onto camera \"New #1\" for you. \nHuman Agent: So for camera \tOld #2 and Old #1 Their subscription is going through us directly, the other cameras you have subscribed go through google for the processor, With the google ones it does allow you to move a whole subscription from one camera to another by enabling and disabling cameras from the cloud section, but that is not an option for the two cameras subscribed through us so that would not be possible for those ones.\nCustomer: \n\nSo how did that work when my old number two camera went out and they replaced it with one of the newer ones\nHuman Agent: Unsure, I don't see any notes about that time, however it would of been impossible for us to move the whole subscription if the subscription was through us onto another camera, we would of only been able to move the leftover time onto another one for you. \nCustomer: OK, so can’t you do that? Move the number five to the older subscription I’d be fine with that. I think they did that already with the newer number one camera.\nHuman Agent: I can only move the leftover time form the camera Old #1 Onto a camera that does not have a subscription I cannot move it to camera 5, I could only move that time onto a camera without cloud time or service.\nCustomer: I’m kind of confused now so I’m only gonna have one camera that’s working under the old plan and four cameras that are month-to-month on the newer plan\nHuman Agent: Yes, you only have one camera currently subscribed through us, and the other cameras go through google. \nCustomer: So the one camera that went out the old number one I still have to pay for two cameras\nHuman Agent: On the account it shows all the cameras are online,  Old #1  and Old #2 along with the other 4 cameras. For your subscriptions you have 4 going through google, and the older 2 were going through us, but It looks like the time from Old#2 was moved to New #1 previously which means only 1 camera camera Old #1 still has a subscription not both so this next time it renews it will only renew 1 camera, which is the Old #1 camera. Make any sense?\nCustomer: \n\nWow, this is crazy.\nCustomer: So do I have to go through Google for any changes since you said the account belongs to them for the new cameras?\nHuman Agent: if you wish to change any of the google subscriptions from one camera to another, or disable cameras you would go to the cloud section, click edit next to subscriptions then do that form there. You currently only have 4 cameras subscribed though, if you wish to add more you would click change plan and make the adjustments from there. All your cameras have cloud service currently though so I would recommend only doing that once the cloud time goes to end for camera 1 so you don't loose that time. \nCustomer: I’m still here just trying to wrap my brain around all of this\nHuman Agent: Okay\nCustomer: OK, thanks for your help and your time. I think I need a drink after this. Have a good night. Take care.\nHuman Agent: No problem, be safe and have a good night."]
["Customer: Troubleshooting\nCustomer: I'm not able to download the entire day\nCustomer: Nope\nCustomer: That's not the problem \nCustomer: I go into the calendar and I hit the day I want to download. After hitting what looks like a clock it starts to download. And it stops at 6:00 a.m.\nCustomer: I have done all those things I am trying to reach out for assistance\nHuman Agent: Hello, you've reached customer care, my name is Kylie. What is the name of the camera? I will check to see if it was online the whole day or not\nCustomer: Hello. I'm the one who set up the account I'm the one who has access to everything. But I cannot download an entire day. It stops at 6:00 or 9:00 a.m. for the camera Pebbles\nCustomer: I can see the footage but I can't download it. \nCustomer: For yesterday \nHuman Agent: If you can see the footage you would then click the scissor icon to create a clip, its not possible to take a clip for the whole day, you would have to create several clips to do that.\nCustomer: Yes a clip\nCustomer: Not the day\nCustomer: I need to download the entire day the whole conversation throughout the day\nHuman Agent: Okay, click the calendar, select the day, then take clips of the day. If you have trouble downloading them make sure you have enough room in your phones video area.\nCustomer: I have done that\nCustomer: I have plenty of room. It literally stops after 6:00 sometimes 9:00 a.m.\nCustomer: After 6:00 or 9:00 a.m. and no longer downloads the only option is to play What was downloaded. Although I can see in the bottom of the screen the marker that there is more footage it stops and I can't see that footage\nCustomer: I can see or access the rest of the day through download i can watch it manually but I need to save it\nCustomer: *cant\nCustomer: And it's only saving 4 min when I \"clip\" it not the full 10 min and I swear it use to be 30 min at a time that I could \"clip\"\nHuman Agent: you would go to the time, click the scissor icon, select a time period then create a clip. once its created download the clip into the phones photo gallery. Its 30 minutes in the app and only 10 minutes on a computer/browser.\nCustomer: Im on the app\nCustomer: It's only 10 min on my phone\nCustomer: I know how but its not working properly I have plenty of space \nCustomer: When downloading the whole day it stops at 6 or 9 am\nCustomer: This is a problem\nHuman Agent: its not possible to make a download of the whole day in one clip.\nHuman Agent: Perhaps try deleting the app and reinstalling it or restarting the phone and try again. \nCustomer: I did all that before contacting you\nHuman Agent: Okay, Can you take a screenshot of how it looks like when you try to make a clip from 6-9 am?\nCustomer: Will I lose you?\nHuman Agent: No, the chat will still be here.\nCustomer: Ok\nHuman Agent: Okay\nCustomer: What is tags?\nCustomer: D/static_file/61415411c1_1_20241231092059.jpg\nCustomer: I did this all night last night and never got this message \nCustomer: Ohhh\nCustomer: Not that message\nCustomer: D/static_file/5e7b18bbc6_1_20241231092125.jpg\nHuman Agent: uh.... I have no clue what that is.\nCustomer: That was not meant for you\nCustomer: This is the message I'm referring to\nCustomer: Back to the issue at hand what is tags? \nHuman Agent: I do not know what tags is, its a permission it looks like for photos and videos though so you should probably allow it.\nCustomer: But I did exactly who I just tried tondo and never got that message \nCustomer: Tried to do\nCustomer: I don't even know what tags is\nHuman Agent: Okay, I dont know what it is either.\nCustomer: Ok let's move on\nHuman Agent: okay\nCustomer: Would it be better to access the footage on my laptop\nHuman Agent: you can try it to see if it is easier for you at all. \nCustomer: How can I \"clip\" in 30 min increments \nCustomer: I can't on my phone.\nHuman Agent: you would only be able to take a 10 minute clip with a computer not 30 minutes. \nCustomer: But I can't do 30 on my phone \nCustomer: Let me try to make a clip and see if I get another weird tags message \nCustomer: Be right back\nHuman Agent: can you send me a screenshot of how it looks when you take a clip? it is normal for it to compress video down to where tis not the full 30 minutes after it creates a clip.\nCustomer: I can't even find them on my phone\nCustomer: They use to go to a folder\nCustomer: Under images and now they are gone\nCustomer: I don't see any of the cliped video I made yesterday \nHuman Agent: perhaps you don't have the permissions allowed for photos and video so they did not save to your photos. try checking the permissions for the app.\nCustomer: I set everything up\nCustomer: I'm the only one who can access anything\nCustomer: I did and they app has permission for everything\nHuman Agent: Okay, if its not saving maybe there's not enough room for it to download, I'm not sure.\nCustomer: Who can I talk to that can help me because I need the clipped footage\nCustomer: Where would it be? \nCustomer: If I was a new customer and you were walking me through where they would be what would you say?\nCustomer: Where should the saved clips be saved?\nCustomer: On my phone where? \nHuman Agent: After they are saved they are just in your phones photo gallery.\nCustomer: They use to save to a specific folder. \nHuman Agent: Generally it will create its own folder yes.\nCustomer: Found them\nCustomer: Ok so how can I save 30 min of clipped content?\nCustomer: What's setting need to be in place?\nCustomer: In order for me to save 30 min? \nHuman Agent: when you create a 30 minute clip, it will compress the video down, the areas that are blue are only pictures compiled together to make a video that the camera has taken, when you create a clip and it downloads it compresses it down because of the pictures. \nHuman Agent: this occurs whenever you create any size clip, it compresses the blue parts as those are only photos.\nCustomer: Why?\nCustomer: These is sound during the blue\nHuman Agent: no there's no sound in the blue areas, blue means there is no motion and the camera took a picture every 10 seconds. \nCustomer: Who is only letting me save 10 min on some cameras?\nCustomer: Why not who\nCustomer: I'll show you\nCustomer: Hold on\nHuman Agent: not sure why, if you select a 30 minute clip, and its only 10 that would be because its compressing it down, your not losing any footage from that period.\nCustomer: D/static_file/2827daf7a3_1_20241231095015.jpg\nCustomer: See it only let's me clip 10 min\nCustomer: Have you ever need that?\nHuman Agent: The web app only allowes you to take a 10 minute clip, the mobile app allows for 30 minutes.\nCustomer: See where is says 10 min \nCustomer: I. On the app\nCustomer: I'm in the app\nCustomer: The mobile app\nCustomer: I'm not using my computer, I never do i always go through the app on my phonr\nCustomer: D/static_file/48e93c042f_1_20241231095338.jpg\nCustomer: This app\nCustomer: Hello?\nHuman Agent: You're trying to make a clip in full screen mode it will look like 10 minutes when you take a clip in full screen mode like that, try to take the clip while it is in upright mode. \nCustomer: Ok\nHuman Agent: Okay\nCustomer: Let me try\nHuman Agent: Okay\nCustomer: Your right!\nCustomer: Thanks!\nCustomer: So there is no way to download the whole day with sound?\nCustomer: If I clip the whole day in 30 min increments will the 30 min be compressed time or real time?\nHuman Agent: all clips are compressed if there is any blue within the clip, like I said before those are just photos and it compresses those down. \nCustomer: Ok thanks\nCustomer: Have a great day\nHuman Agent: no problem, have a good day. \nCustomer: You too.\nCustomer: Happy New Year"]
["Customer: I purchased a subscription and the camera had to be removed and added again and now I can't figure out how to get my subscription back on\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nHuman Agent: Is it camera ZMD17A6I7566106?\nCustomer: 17A617566136\nHuman Agent: You don't have a cloud plan on camera ZMD17A6I7566136.  The cloud plan is currently on unbound camera ZMD17A6I7566106.  Are you needing help setup ZMD17A6I7566106 again?\nHuman Agent: or are you wanting to enable the plan on ZMD17A6I7566136?\nCustomer: I Couldn't get the one ending in 106 to connect. So I switched the camera to the one ending in 136.\nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\nCustomer: That did the trick, thank u so much\nHuman Agent: You're welcome!"]
["Customer: I’m being charged for devices and subscriptions that isn’t under my account \nCustomer: Ok I need to speak to an agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  Let me look up your account one moment\nCustomer: Ok\nHuman Agent: It looks like you previously had a subscription which started on 10/10/2024 on this account through apple, but it shows on my end that it was canceled, Are you able to go into your apple subscriptions area and see what it says on the subscription there for me? What we are looking for is for it to show an expiration date or what it says.\nCustomer: It’s showing November 10 but I was still charged \nHuman Agent: Are you able to take a screenshot of that apple subscription area and also where you see the charge information and send that to me in the chat here?"]
["Customer: Hello\nCustomer: Not able to update my subscription \nCustomer: Im having troubles \nCustomer: I cant update my subscription \nCustomer: Phone number\nCustomer: Agent \nHuman Agent: How can I assist you?\nCustomer: Ok\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nHuman Agent: If you want to work with me in the Live Chat, then how can I assist you?\nCustomer: Yes, I’m having trouble updating my subscription\nHuman Agent: I do not see a subscription on your account. Are you trying to start a subscription?\nCustomer: Well, then, I suppose yes I’m trying to start one\nCustomer: I have had it before and I let it expire but now I’m trying to pay for another year, but it does not allow me to\nHuman Agent: Okay, what happens when you try to subscribe?\nCustomer: Yes i replied “ it says i do not qualify for some kind of deal and that i need to pay full price which im ok with, bit it does not give me that option to do so”\nCustomer: Hello?\nCustomer: Hello are you there Grant O. ?\nHuman Agent: That message did not come through. Can you send a screenshot of what you are seeing when you try to subscribe? Are you trying to subscribe on the mobile app or on the web app?\nCustomer: D/static_file/c478478051_1_20250110110217.png\nCustomer: D/static_file/871d60a78d_1_20250110110228.png\nHuman Agent: Okay, what is the price that it is showing you when you try to subscribe there? And if you are not able to subscribe through the mobile app, then you can subscribe through the web app. You can go to user.zmodo.com and log in to the web app.\nCustomer: Thats what i get but nothing happens, i been trying to subscribe for 2 weeks now\nCustomer: Its like 37.00 but regular is 49.99\nCustomer: Ok thank you for the help, maybe its time to move to other equipment. Thank you Grant for the help. I will now disconnect.\nHuman Agent: You're welcome. It just seems to be an issue with your app as we have not had any other reports of similar issues. You can also try uninstalling and reinstalling the app."]
["Customer: Agent\nCustomer: Agent \nHuman Agent: How can I assist you?\nCustomer: Sorry I was disconnected. Car theft occurred on the side on my home. The cops wants the video the first time it occurred was on Feb 22, which the video was deleted.  I'm trying to know if i can retrieve the video \nHuman Agent: As I mentioned in our previous chat, unfortunately there would not be any footage from 2/22 since it is more than 7 days ago.\nCustomer: I didn't see the chat sorry\nCustomer: Would u be able to extend my subscription?\nHuman Agent: I am not sure what you mean by extend the subscription. The footage from 2/22 is no longer saved to the cloud because it has been more than 7 days, so the footage was deleted."]
["Customer: Troubleshooting\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: My iCloud isn’t working\nHuman Agent: Okay, we dont have Icloud. We do have cloud service for the cameras for recording purposes but icloud is not that and is just for storage in general for iphones/tablets.  Are you having trouble with the cloud service you subscibed to in the app? or are you having an icloud issue?\nCustomer: Ya my cloud isn’t working \nCustomer: On the app\nHuman Agent: Okay, on my end it shows none of the cameras are subscibed. \nCustomer: I re submitted the subscription yesterday \nHuman Agent: All the cameras on the account are not Subscribed at all.  Are you able to go to the cloud section, scroll down to subscriptions and take a screenshot of how it looks from there for me.\nCustomer: I just did what I did yesterday and now they work. I some how clicked in Platinum and I don’t get platinum, can you change it for me?\nCustomer: Hello"]
["Customer: I want to cancel all subscriptions \nCustomer: 1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like you have the subscription through apple, I am not able to cancel the subscription from my end due to this. You will need to cancel from the apple subscriptions area. To get there, open the apple settings, click your  profile, choose subscriptions then tap on the subscription and chose cancel, you will know it is canceled successfully when it shows an expiring date."]
["Customer: Hi I advised  you the Hurricane Milton destroyed one of my cameras. You said delete it and you would only charge for 2 cameras. I just got my bill it’s for 3 and only 2 cameras. Please refund one camera  Carol Griffin\nHuman Agent: Hello, my name is Grant. I took a look at the email conversation that you had with a representative on 10/11/2024 and they did not tell you to delete the device.\nHuman Agent: The instructions they said was, in order to change your subscription you can go to the cloud tab in the mobile app, choose to subscribe, and then subscribe for only the two cameras you want subscribed. As it is a downgrade, the next renewal date would then roll into your new 2 camera subscription. If you would prefer to cancel entirely, you would do so from your Apple subscriptions. https://support.apple.com/en-us/HT202039"]
["Customer: Cancel \nCustomer: Agent\nCustomer: Cancelled and still getting charged\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. It looks like it was a subscription for a camera that is no longer linked to your account. So it was removed off the account with out cancellation. I am going to cancel the subscription on my end one moment."]
["Customer: I need to cancel my membership \n\nCustomer: Agent\nCustomer: Agent\n\nCustomer: \"Agent\"\nCustomer: Hi\nCustomer: I need to cancel my membership \nHuman Agent: Hello, you've reached customer care, my name is Kylie, let me look up your subscirption to see how you susbcribed, one moment\nHuman Agent: I found the susbcirptions, it looks like you had 2 cameras susbcribed, I canceled both sucessfully for you so they will not renew in the future for you.\nHuman Agent: Is there anything else I can assist you with today?"]
["Customer: Set up\nCustomer: I'm paying a subscription I want to transfer to another device\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you wanting to move the service from front yard onto Back yard?"]
["Customer: My cameras will not let me subscribe back after I got a new debit card\nCustomer: How to get customer support \nCustomer: Ok\nHuman Agent: You may want to try canceling your subscription in your Google account or updating the payment method in your Google account before you try resubscribing the cameras.\nHuman Agent: To check the status of your subscription managed by Google, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to see its status. If it has an option to cancel the subscription, then cancel it there and then try to subscribe."]
["Customer: Hello\nCustomer: Cancel plan \nCustomer: Yes cancel \nHuman Agent: It looks like you have the subscription through apple, I am not able to cancel the subscription from my end due to this. You will need to cancel from the apple subscriptions area. To get there, open the apple settings, click your  profile, choose subscriptions then tap on the subscription and chose cancel, you will know it is canceled successfully when it shows an expiring date."]
["Customer: Customer\nCustomer: Live agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: Are these camera warranty\nCustomer: D/static_file/415825ed36_1_20250206160013.jpg\nCustomer: D/static_file/a85f60c15e_1_20250206160021.jpg\nHuman Agent: Are these the two cameras on your account? If so, unfortunately they would not be under warranty anymore. There are many potential bracket replacements on Amazon though such as something like this. https://www.amazon.com/Security-Adjustable-Outdoor-Compatible-Dropcessories/dp/B06X6H8QDY\nCustomer: Ok I will check. How can I see footage of 12 pm\nCustomer: I purchased recording but it's not working\nCustomer: Hello\nHuman Agent: It looks like it is recording properly from what I can see, though I cannot view actual footage. Are you using the Zmodo app or the Smartz app?\nCustomer: I was using the smartz but I removed it now I have the zmodo. When I tru to look at it it goes fast\nHuman Agent: You'll want to go to the playback section of the app. It should have recordings for any time motion was detected and would play in real time speed, though when one clip finishes, it would then skip forward to the next clip. \nCustomer: Ok thanks. \nHuman Agent: No problem, is there anything else I can help you with for now?"]
["Customer: Hi \nCustomer: Can I talk with a person please\nCustomer: I need ti replace a camera at.my.home \nCustomer: The current camera did not work anymore\nCustomer: The camera did not work anymore \nCustomer: The camera is not turning on anymore\nCustomer: Is not resolving the problem\nCustomer: I need assistance from a person\nCustomer: Hi Kylie this camera is not working anymore\nCustomer: D/static_file/d74ff7ca13_1_20250110111936.jpg\nCustomer: I have another one to replace it hoe i can do that\nCustomer: ?\nHuman Agent: Hello, it is not possible to move the whole subscription with the billing from one camera to another, I can only move the leftover time from the old cameras subscription to the new camera, this will just mean when that time ends it wont renew so you would have to resubscribe. What is the name of the camera you want me to move the time onto?\nCustomer: Yes\nHuman Agent: that did not answer my question.\nCustomer: Yes I have the name of the camera that is not longer working but the new one is not installed yet\nCustomer: Should i install first the new.one?\nHuman Agent: Yes the camera has to be on the account in order for us to move the time onto it\nHuman Agent: go ahead and set it up and let me know once you have done that and I will mvoe the time onto it after that for you.\nCustomer: Noted let me.do that then and I get back with you\nCustomer: Perfext thanks\nHuman Agent: Okay\nHuman Agent: so you are aware, the chat will auto time out if you don't message after 5 minutes so just be sure to check in or the chat will close."]
["Customer: Troubleshooting\nCustomer: Some cameras are showing no video\nCustomer: Still not working \nCustomer: Some cameras are blAn\nCustomer: Blank*\nCustomer: And door sensors are not working \nHuman Agent: Hello, you've reached customer care, my name is Kylie. If the cameras are not showing any live video that means they are offline. When you look at the lights coming from the cameras what is the color and are they solid or flashing?"]
["Customer: I have a subscription for three of my cameras and one is not recording. It says says that I have to subscribe. Can you help me?\nCustomer: But I don’t wanna pay extra when I don’t need you when I’m already been paying for my cameras\nCustomer: It says I already had a premium cloud for three devices, but when I’m trying to add this other one that is not been recording, which is only two that it has been recording it’s gonna charge me an additional fee\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I check your subscription status. \nCustomer: That is a question. I have been paying for the 14 day premium for three devices. I only have three devices connected but two is only recording continuously and it says that I need to subscribe to the other one which is a third camera which supposed to be on the same subscription so therefore I have been charged an additional camera that has not been recording. \nCustomer: And when I try to add that camera so I can start recording correctly, it’s charging me an additional fee so making it four cameras which I don’t have four cameras\nHuman Agent: It looks like you have the premium 7 day plan for 3 devices, but deleted the 3rd device you'd assigned the plan to from your account so you would need to assign it to this other camera if you would like it to have that service instead. You can go to the cloud section of the app, hit view details on your subscription, then edit next to enabled devices there to adjust the assigned devices."]
["Customer: I am fed up trying to submit my subscription  I thinking to get rid of this can and buy other cams \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Do you have a computer or another Mobile device to try and subscribe on the web app top the cloud service at all?\nHuman Agent: In previous contacts you have had with us you have been trying to subscribe from the app and having trouble but not trying to do it from the website User.Zmodo.com as we have advised."]
["Customer: What is the annual price for the cloud ?\nCustomer: How much is the plan?\nCustomer: It said 49.99 and then we’re ready to pay it says 66.99?\nCustomer: Why is the price different?\nCustomer: 1 year price is 49.99\nCustomer: Am I talking to machine?\nCustomer: You are not helpful here\nCustomer: Why are the price is different r\nCustomer: -1\nCustomer: I want to buy a plan?\nCustomer: Pre\nCustomer: Premium for 49.99\nCustomer: When I am ready to pay the price has changed \nCustomer: Is there number I could call and talk?\nCustomer: You’re useless \nCustomer: -1\nHuman Agent: The Yearly Premium Plan is $49.99 for 1 device. If you are subscribing through your iOS or Android device, then the subscription is managed through Apple or Google and there may be additional tax added on to the charge. So that is probably why you are seeing a different price. \nHuman Agent: You can also go to the web app at user.zmodo.com and subscribe through our payment processor if you do not want to go through your Apple or Google account.\nCustomer: Question for you- why the amount is different?\nCustomer: 49.99 to 66.99\nHuman Agent: The Yearly Premium Plan is $49.99 for 1 device. If you are subscribing through your iOS or Android device, then the subscription is managed through Apple or Google and there may be additional tax added on to the charge. So that is probably why you are seeing a different price."]
["Customer: Cancel subscription \nHuman Agent: Hello, you've reached customer care, my name is Kylie.  Let me look up your account to see how you subscribed, one moment \nHuman Agent: It looks like your subscription goes through google for the processor, I am not able to cancel on my end due to this. To cancel you would go into the play store, click your google profile in the top right, select subscriptions, select the subscription then choose cancel. You will know it is canceled when it shows an expiring date."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Hi \nCustomer: I did the subscription on one device on jan 20th but now my subscription should ended on feb 20th \nCustomer: But it closed before \nCustomer: I subscribed the subscription for a month on one device \nCustomer: I gave all the details \nCustomer: My subscription is closed it is not active \nCustomer: It should be active till February 20th\nCustomer: I already paid \nCustomer: Hello\nCustomer: I did not know \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like it's not currently assigned to devices. Please go to the cloud section of the app, look for your subscription, hit view details on it, then see if you have an edit button next to the enabled devices section to adjust the assigned devices. If you do not, you may need to temporarily resubscribe to the same exact plan on the same Apple account, then should be able to make those adjustments. If resubscribing to the same plan on the same Apple account, it only turns renewal back on and does not charge. You may then cancel again if you so choose."]
["Customer: My camera always says poor connection please try again later. I can see that there is an alert but I can't watch it \nCustomer: I've tried all of these and the camera is connected and recording I just can't play them back \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you click playback on the camera and see the video from the playback section for the camera at all?"]
["Customer: Set up\nCustomer: I will like to change my I cloud to the $4.99each instead of the $9.99 each \nCustomer: Speak to someone \nCustomer: Cancel my I cloud plan \nCustomer: Agent\nCustomer: I will like to change my I cloud plant to the $4.99 each \nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: I’m not sure i didn’t from apple phone \nCustomer: I have another question do you guys have issues with your store I’m trying to purchase another cámara for outdoor and it doesn’t let me \nHuman Agent: If you subscribed from an iOS device, then you can check the iOS account for the subscription to cancel it. \nHuman Agent: Open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option.\nHuman Agent: We are not having any issues with the store as far as I am aware. Could you give me more details about the problem you are having?"]
["Customer: I need someone to help me with my subscription please\nCustomer: I had a guy help me out last week or the week before, maybe Graham? I have chatted with you previously as well.  He went in to wipe clean my old subsciption but did it to the wrong one.  I need only the 399. continuous play, with 60 day storage for all of my cameras. I see that it is still in the \"free trial\" but that is NOT what I am getting. I only have clips.  We have already run into a situation where we needed to footage to identify a customer and a tech. Can you help me with this?\nCustomer: I need a human please\nCustomer: agent\nCustomer: I had a guy help me out last week or the week before, maybe Graham? I have chatted with you previously as well.  He went in to wipe clean my old subsciption but did it to the wrong one.  I need only the 399. continuous play, with 60 day storage for all of my cameras. I see that it is still in the \"free trial\" but that is NOT what I am getting. I only have clips.  We have already run into a situation where we needed to footage to identify a customer and a tech. Can you help me with this?\nCustomer: Thank you Kylie\nCustomer: It was not you who assisted me previously\nHuman Agent: Hello, sorry for the delay its a little bit busy right now.  Let me look up your subsciption to see if I can find the one you wanted to cancel, one moment while I check. \nCustomer: Okay, I will be waiting\nHuman Agent: I looked up your account subscriptions and I only see where you have the sub active which is the 60 day plan you were wanting. Are you seeing another plan active from your cloud section other then the plan you are wanting to keep?\nCustomer: i am looking\nHuman Agent: Okay, If you do see a different plan at all just let me know and take a screenshot as well if you are able to for me.\nCustomer: It should be the Platinum subscription. It does say that we have this plan, but the video is only recording as if we have clips. So when I need to look at something it is only when there is \"movement\" is detected.\nCustomer: I can watch it live  like a continuous video, although it is very glitchy. I cannot always hear  because of the glitches.\nHuman Agent: ah, I see the issue, it looks like you currently have that camera enabled to the clips plan, that plan is canceled but even after a plan is canceled the leftover time from the plan wills till be on the camera unless you take it off/disable the plan from the camera. \nHuman Agent: I will have you first try to take away the leftover time from that camera, if that doesn't work then I can do it. let me type up the directions one moment.\nCustomer: I would like you to do that please\nHuman Agent: First in the mobile app you would go to the cloud section\nscroll down to subscriptions\nClick edit or view details next to subscriptions\nClick on the camera with the clips time\nthen click disable bellow. \nAfter you do that let me know then I will have you enable it to your 60 day plan instead and give the directions for that. \nCustomer: Which camera are you referring to?\nCustomer: Every camera that can be should be on the platinum plan.\nHuman Agent: the cameras name is Newton Bay 2 that I see has the clips time on it.\nCustomer: I am looking at Bay 1 in Newton and it is SOOO bad. \nCustomer: Listening to the audio is really difficult.  I am not sure what is causing it, but we did not have these issues a few weeks ago. unsure what is happening. \nHuman Agent: do you mean MP Bay 1? I don't see a camera tied to this account under the name Bay 1.\nCustomer: Yes, MP Bay 1\nHuman Agent: Okay, when listening to the audio does it sound choppy or in what way does the audio from that camera sound different from before?\nCustomer: I could very plainly hear everything that was being said. When there is a car or not not.  It is skipping, so one minute someone is talking and the next they are cut off and in a different part of the shop\nHuman Agent: That camera also, is not on the clips at all, it shows it is enabled to your other plan and not the clips plan at all so I'm thinking this audio issue could be caused by something separate since it doesn't have the clips plan. \nHuman Agent: is that the only camera you have noticed with an audio issue or have any of the others done this as well?\nCustomer: I just deleted the Newton Bay 2 camera off the clips, but now I do not see it as an option for the platinum plan\nHuman Agent: Okay, let me check it on my end to make sure its been cleared on my end as well, one moment.\nCustomer: Most every one has been this way. I can check again.\nHuman Agent: Okay, feel free to check on that while I work on checking the newton Bay 2 camera. \nCustomer: We have one camera that says smart device, that doesn't film at all.  It is an outdoor rechargeable model.\nCustomer: It is the same type of camera that the one labeled outside is, but it is not outside at this point.  Most of the cameras in Newton (upstairs, lounge, downstairs) all sound pretty good right now. \nCustomer: Mount Pleasant upper sounds great\nCustomer: Still, some choppiness though\nHuman Agent: I cehcked the Newton Bay 2 camera and the service from the clips was removed sucessfully, I did whats called a refresh so you should now be able to enable it onto the other plan from your app. I am not able to add the camera for you to a plan so you would want to close and reopen the app (or refresh the app by pulling down from the top of the device section)  then go to the cloud area and try to enable it onto the new plan.\nCustomer: I can do that.\nCustomer: When I log into the account I do not get live pictures anymore.  Particularly when I am working on my laptop. They are just greay with a play symbol.\nCustomer: *gray\nHuman Agent: Okay perfect, while you do that I will look up more details on the other cameras you said you are having trouble with as well to check some details, Just let me know once you have enabled it or if you have any trouble enabling it, it can also only be enabled from the mobile app not from a computer so you know for future if you ever enable/disable a camera from your new plan again.\nCustomer: I use both simultaneously often\nCustomer: I cannot even see my subscriptions on the laptop. Only on my phone. Why? \nHuman Agent: Thats no problem, there jsut are some things that you can only do from the app and deleting,changing timezone, resetting, or enabling cloud service cant be done from the web app only the mobile app.\nHuman Agent: Let me go over the info you sent earlier one by one. First the camera named smart device on the account when I looked up the model it shows its a Indoor outdoor bullet camera, those type of camera do rely on being plugged in for power, they don't appear to have a battery inside to hold a charge unfortunately. \nCustomer: I logged out and logged back into the app on my phone. I do not see Newton Bay 2 as an option at all now\nCustomer: Not when I look at the lists of which cameras are available\nHuman Agent: Can you take a screenshot and send that to me of where you are trying to enable the camera and don't see the newton Bay 2 camera as an option?\nCustomer: Under the cloud, then my subscriptions, I click view details then it shows me all the ones assigned to that which are enabled. It is not under any of the 3 there. Shouldn't I see it as available?\nCustomer: The other 2 plans say there are no available devices.\nHuman Agent: no you would click enable first bellow then select the camera and hit enable. \nHuman Agent: again\nHuman Agent: If you sent me a screenshot I can point out better what you would click if that would help more I can totally do that for you, its no trouble.\nCustomer: I see the enable device and the edit button, I click edit and it says select devices, choose whcih device you'd like to enable, but it does NOT give me any choices. I will try to screen shot it, but it's a pain in the ass.\nCustomer: It will not open to attach here\nHuman Agent: hmmm, okay, thats odd that its not letting you attatch it to the chat here. are you able to email it to me instead?\nCustomer: yes\nHuman Agent: Our email for support is support@zmodo.com \nHuman Agent: just send it there and let me know so I can check for the photo.\nCustomer: done\nHuman Agent: Thank you, let me check the inbox now and review the screenshot.\nCustomer: I sent a second one for you as well\nHuman Agent: It just came in now, are you trying to enable the other camera from within the Zmodo app or from within the Smartz app? \nCustomer: Smartz app\nCustomer: That is what I have on my phone.\nHuman Agent: Okay, that's the correct app your trying from and is correct for trying to enable.\nCustomer: Thank goodness.\nHuman Agent: You are definitely in the correct area, it should not be blank like this, I checked the camera again and everything with it looks fine so I don't think its anything physical causing the issue its perhaps a glitch with the app. Would you be able to delete the Smartz Eaze  app, downloading it again, then trying to enable?\nCustomer: What is up with the firmware update too. It won't let me do it.\nCustomer: Sure. Give me a second.\nHuman Agent: Okay. as for your question, Firmware updates typically fail if the update is interrupted (camera unplugged or the camera having a weak signal from the router so it doesn't deliver all of the update files) \nHuman Agent: If you have some cameras that  failed to update you may want to try bringing them closer to the router for the update or first try rebooting the router then once the camera reconnects trying the update. \nCustomer: Really dumb question here. Not sure I know how to delete the app off my phone. \nCustomer: I am not seeing delete only remove\nCustomer: I am working on this\nCustomer: Any progress on the camera that isn/t giving us a picture at all?\nHuman Agent: each phone can be a little bit different, what I recommend doing is going to the app store, search the name of the app, then see if it has an uninstall option listed, if it foe any reason does not have that option, you can go to your phoen settings, use the search bar at the top to search the app by name, click the app, then click uninstall. \nHuman Agent: so you can try one or both of those options to see if that works for you to find the uninstall option.\nHuman Agent: I replied earlier about that camera, it may have gotten overlooked with the other troubleshooting we are doing, let me re send my message one moment. \nHuman Agent: \"Let me go over the info you sent earlier one by one. First the camera named smart device on the account when I looked up the model it shows its a Indoor outdoor bullet camera, those type of camera do rely on being plugged in for power, they don't appear to have a battery inside to hold a charge unfortunately\" If the camera is not plugged into a power sourse it will drop offline unfortunately.\nCustomer: I got it deleted and I will reinstall now\nHuman Agent: Okay\nCustomer: I reinstalled the app and I still do not have Newton Bay 2\nCustomer: Hello?\nCustomer: Hello? The last I heard from you was at 4:45:56, are you still with me? It is 5:10\nHuman Agent: I am here, I'm sorry for the delay, I have multiple customers I am assisting besides yourself  which is causing the delay.\nHuman Agent: would you be okay with temporarily changing the password for your account to ABCD1234 so I can log into the account from my side and try enabling the camera to the plan?\nHuman Agent: I can try to enable it from my end if I have account acess, we normally do not ask to do this but in cases where its not beign resolved by any of the normla/usual means which is such in your case. If I am able to enable the camera I would let you know and do that, then have you change the password again afterwards to secure the account with a  etter password once more. \nCustomer: What the heck? Anyone...Anyone....Bueller?"]
["Customer: Hi can you please send me exactly what is in my plan. Cloud, vault etc thank you 😊 \nCustomer: -1\nCustomer: All it says is continuous no storage need call back thank you \nCustomer: I have several questions need to speak to someone \nCustomer: Agent \nHuman Agent: It looks like your cameras are subscribed to a continuous plan. The cameras record continuously to the cloud and save that footage for 60 days."]
["Customer: Charged twice for one month about 45 mins ago. Have picture if needed \nCustomer: Ok \nHuman Agent: Hello, you've reached customer care, my name is Kylie.  Let me look up your account.\nCustomer: D/static_file/53126e6f26_1_20241211133008.jpg\nHuman Agent: Its showing on my end that the plan is going through google for the processor, they tell us the plan was canceled then you resubscribed on 12/11/2024. If you think you have been billed twice you would need to contact the processor (google) regarding that so they can check their system for the charges as we don't have access to that info and cant do anything regarding that on our end. \nCustomer: I just sent you a picture it was obviously billed twice.  Can it the other charge be used for another month of service\nHuman Agent: I only see one charge from google that came through on our end, I dont see where they sent us two instances of it being billed so I am unable to assign time onto other cameras. I would recommend you to contact google for more info regarding that."]
["Customer: Troubleshooting\nCustomer: My garage camera is not recording and I have a subscription on it\nCustomer: -1\nCustomer: Customer support\nCustomer: For some reason it’s not recording \nHuman Agent: What do you see when you tap on Playback for the camera named \"garage\"?\nCustomer: When u try to scan clip it goes back to live playback\nCustomer: And it shows only 1 clip \nHuman Agent: Okay, so the events may be a different part. Can you tap on Playback for the \"garage\" camera?\nCustomer: D/static_file/990e708b88_1_20241002094909.jpg\nCustomer: Do you see it?\nHuman Agent: Yes, it says that there is no footage for that period. The time you have selected is 4:18 PM. What time is it for you now?\nCustomer: 1050 am\nCustomer: I didn’t select when I go to playback that’s where it brings me\nHuman Agent: Okay, can you scroll back on the timeline and see if it is showing footage?\nCustomer: It doesn’t it goes right back to 418\nHuman Agent: You cannot move the timeline beneath the picture?\nCustomer: No\nCustomer: I do and it goes right back to 418\nHuman Agent: Then you can try restarting the app. If that does not work, then you can uninstall and reinstall the app.\nCustomer: Ok I will try that\nCustomer: Just reinstalled let me checl\nCustomer: Didn’t work\nHuman Agent: Can you go back to the Home screen of the app and tap on Events? Are there any motion events from the \"garage\" camera? What is the date and time on those events?"]
["Customer: Move subscription to other cameras\nCustomer: -1\nCustomer: After update I lost my subscription \nCustomer: Says not subscribed \nCustomer: I have already paid for the subscription in May for the year\nCustomer: It’s not working \nCustomer: That didn’t help\nCustomer: Ok\nCustomer: Hello?\nHuman Agent: Hi my name is Wendy.  One moment I will check your account\nCustomer: Ok thanks \nHuman Agent: I see active cloud plans on 3 cameras.  ZMD13HVED001227(unbound) ZMD13E3DA003281 (backyard) ZMD13E3DA001408 (garage)\nHuman Agent: Are you wanting the cloud plan on camera ZMD13HVED001227 cancelled?\n\nWhen the camera was removed from the account a message would have popped up asking if you wanted to cancel the cloud plan or not. If you chose no, the cloud plan would continue to auto renew on the renewal date.\n\nCustomer: Ok. I had all 4 subscribed then after the update my 2 newest ones got kicked off. \nHuman Agent: I can cancel the plan on ZMD13HVED001227  then move the remaining cloud time to either house or driveway camera.  \n\nIf you cancel the plan on ZMD13HVED001227 you will unfortunately lose the legacy cloud plan discount that is on this camera.  This legacy plan is no longer available.\nCustomer: Ok. Is it possible to transfer the backyard and garage cameras to the other 2?\nHuman Agent: Would you like the plan cancelled on ZMD13HVED001227  ?  Which camera do you want the remaining cloud time added to?  house or driveway?\nHuman Agent: I'm not sure what you mean?  transfer the backyard and garage cameras to the other 2?  Can you explain in more detail?\nCustomer: Yes we can cancel that camera. It died. Remaining time can go to driveway \nHuman Agent: Okay one moment\nCustomer: I meant the subscription \nHuman Agent: Cloud plan on ZMD13HVED001227 has been cancelled.  The remaining cloud time has been moved to driveway camera ZMD19H2IHA14110 .  You will have the 7-day cloud plan on ZMD19H2IHA14110  until it expires on Apr 26, 2025.\nCustomer: Ok thanks for your help \nHuman Agent: You're welcome!"]
["Customer: Hi Annie, just speak to somebody\nCustomer: No, I wanna speak to somebody\nCustomer: -1\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please let me know what you are needing help with\nCustomer: I need to make a payment by phone. My cameras are not working.\nCustomer: Hello\nHuman Agent: You don't have any active cloud plans on cameras inside outside or living room.  \nCustomer: No \nHuman Agent: Paid cloud plans are optional not required but you can sign up for new cloud plans on the app.  tap on the cloud icon, choose the subscription and which cameras you want to subscribe and subscribe.\nCustomer: That doesn’t work I need to speak to somebody\nHuman Agent: What happens when you try to subscribe?\nHuman Agent: I just sent you an invite to schedule a callback"]
["Customer: I had to reset Stella1 and Stella2.  Second new router in one week.  I had already paid $49 this January for iCloud in Stella1 and doesn’t reflect that. \nCustomer: There is not an error.  It came out of my credit card and shows in statement.  \nCustomer: Live afrnt\nCustomer: Live agent\nHuman Agent: The camera is subscribed. What do you see when you tap on Playback for that camera?\nCustomer: Grant — Stella1 originally was on same account as Stella2.  When I had to change internet Wi-Fi the first time I. Created two accounts.  I just changed Stella2 last night and Stella1 now.  Stella1 has the iCloud service and now doesn’t show.\nCustomer: I may lose you if I toggle back to app\nCustomer: It said free trial and I did not accept.  \nHuman Agent: The chat will remain open for at least 7 minutes. So you can come back to the chat. Can you go to the Home tab of your app and tap on Playback for the camera named \"Stella1\"?\nCustomer: Just checked and no iCloud plan\nHuman Agent: It would not be an iCloud Plan. What do you see in the app when you tap on Playback on the camera?\nCustomer: What is $49.\nCustomer: I thought iCloud \nHuman Agent: It saves to the cloud servers. It is different from iCloud, because iCloud is specifically for Apple. Can you please go to the Home tab of your app and tap on Playback for the \"Stella1\" camera?\nCustomer: I had 24/7 coverage\nCustomer: And enable cloud service?\nHuman Agent: Yes, and you still do on the \"Stella1\" camera.\nCustomer: Stella1\nService: 7-Day Cloud Plan\nRenews on 01/30/2026\nHuman Agent: Yes, you still have an active subscription on the camera and it is recording to the cloud.\nCustomer: When I check clips it shows a number 7 in blue.  Why?\nHuman Agent: That is because you have a Premium Cloud Plan and the event is saved to the cloud for 7 days.\nCustomer: What is under the Prium Cloud plan?\nCustomer: Premium\nHuman Agent: The video records continuously and saves the footage for 7 days.\nCustomer: Okay\nHuman Agent: Do you have any other questions?\nCustomer: Why are people and pets not showing?\nCustomer: On side when you look at video?\nHuman Agent: I am not sure what you mean. Can you send a screenshot or give me more information about what screen you are looking at?\nCustomer: Trying to upload pic from phone\nCustomer: D/static_file/6439cb8ae0_1_20250310165810.png\nHuman Agent: Those are from your camera that is not subscribed, so there are not AI Notifications for it, so it does not try to determine what is in the image that created the event.\nCustomer: Let me check Stella1\nCustomer: Stella1 is fine when I look at it a day ago.  We had major internet problems since last Thursday and finally the carrier found the issue yesterday. \nHuman Agent: The camera went offline yesterday and it looks like you connected it again just before you contacted the Live Chat support. If you were having internet problems, then that likely caused the camera to go offline."]
["Customer: it appears I lost a subscription\nCustomer: -1\nCustomer: /Users/Rathail/Desktop/Screenshot 2024-11-18 at 11.57.28.png\nCustomer: -1\nCustomer: I had three cameras subscribed one disappeared when I added a new camera to replace on that went bad\nCustomer: aren't you customer support?\nCustomer: D/static_file/9604d2ea4b_1_20241118140142.png\nCustomer: D/static_file/f1302dbbe4_1_20241118140321.png\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account, one moment\nCustomer: I just added the new \"Darkone\" to replace one that went bad.  but my subscription is not there.\nHuman Agent: Okay, im looking up your subscriptions now, it will be one moment\nCustomer: it used to be \"Trailer\"\nHuman Agent: Okay, it looks like for the camera that was removed I will not be able to move the whole subscription from it to the new camera, however I can move the leftover time from that subscription to the new camera, what this means is it will not renew and when the time ends you will have to resubscribe it instead to continue the service. \nCustomer: ? I got it about a month ago, for one year.  So I have about 11 months left until renewal correct?\nCustomer: in 11 months I will need to renew just this \"Darkone\" correct?\nCustomer: the other two will just renew automatically.\nHuman Agent: The renewal date is 2025-11-09, Yes the other two would renew automatically \nHuman Agent: on that 2025-11-09 date you would just have to subscribe that one camera that is correct. \nHuman Agent: I am working on moving that time over to the camera now for you\nCustomer: okay,  Did I do something incorrect?  I thought I followed what the AI told me to do.\nHuman Agent: I don't see what the AI told you to do, normally to unsubscribe you would do it form the cloud section or contact us to assist you, its no problem in this case because you caught it early enough and contacted us which is good. \nCustomer: Yes.  I did it at the cloud section.  It asked if I wanted to delete subscription which I declined, then removed the bad camera\nCustomer: are the writers of these instructions English.  Sometimes grammar of other languages can confuse things.\nHuman Agent: ah, for moving a subscription from one camera to another you would contact us for assistance for that part, you only deleted the camera without canceling the subscription, which if you were only moving it from one account to another one is fine, but since you want to add it to another camera that wouldn't of worked.  The Chat bot can have trouble with giving info for this type of thing so in the future if you have billing questions I recommend asking for an agent. \nCustomer: the instructions made me do a double take before I proceeded.\nCustomer: okay, thanks.  hopefully I remember this for the future :)\nHuman Agent: I successfully moved over the leftover time for you so that has been done now. \nCustomer: when will I expect to see the update?\nCustomer: Okay I reloaded it is there now.  Thanks\nCustomer: It dose call it a free trial.  but has a good date 11-2025\nHuman Agent: Yes, it will show free trial instead of subscription because the billing cant be carried over \nHuman Agent: 2025-11-09 is the date that it had service till on the other camera, I moved that time onto this new camera for you. \nCustomer: Thanks\nHuman Agent: no problem, it was my pleasure. Have a great day!\nCustomer: bye\nHuman Agent: Farewell"]
["Customer: Subscription question\nCustomer: Can I speak to a live chat agent please?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How can I assist you today\nCustomer: Hi\nCustomer: I want to do your $34.99 annual subscription but can't tell for how many devices that covers\nCustomer: I have four outdoor cameras and want to add three more with that annual feed cover all of them\nHuman Agent: Hello, is this on the zmodo app? can you perhaps take a screenshot of the plan?\nCustomer: I don't know if I can do that while I'm on a chat with you on my phone\nCustomer: I want the subscription so I can get the 7-Day cloud storage plan\nCustomer: I know zmodo just went onto a new app so this is from your classic app which is still operational\nHuman Agent: Okay, the 7 day plan is priced per camera, if you wanted it anually its 49.99 per camera unless there are any discounts this is the usual pricing\nCustomer: Well that is misleading in my opinion\nCustomer: That is no cheaper than ring with monitoring\nCustomer: Can I at least pick and choose which cameras? Kurt cloud storage?\nHuman Agent: when subscribing you can select the cameras for the subscription, it will also show the plan and the pricing. If there are any discounts available it will also show those.\nCustomer: D/static_file/812fd5ad07_1_20241230113426.png\nHuman Agent: I cant assist you with other company's subscription's. \nHuman Agent: That has nothing to do with our pricing or plans. \nCustomer: See how much cheaper a package deal is\nHuman Agent: That is a different company, That has nothing to do with our pricing or plans.\nCustomer: I know it doesn't but they're your competitor so I wanted to show you competitive pricing\nCustomer: I'm just trying to show you that after one camera it's not financially rewarding for me to stay with you\nHuman Agent: That is not necessary. If you do not want to subscribe that's no problem, it is your decision to subscribe or not to subscribe. \nCustomer: Okay, thank you. I know that's a fact. Was trying to decide whether or not to have you as my provider. Pat, your standoff ish attitude and lack of salesmanship has helped seal the deal\nHuman Agent: It is your discression to make decisions for yourself, I cannot make decisions for you. I cannot price match another company so if you are unhappy with the current pricing then there's nothing I can do."]
["Customer: Hola\nCustomer: Yo pagué por la suscripción de una cámara y no puedo ver los videos grabados\nCustomer: Dice que tengo que suscribirme y ya me suscribí \nCustomer: Me dice que tengo que suscribirme nuevamente \nCustomer: Agente \nCustomer: Ok\nHuman Agent: Dos de las cámaras de su cuenta están suscritas a una suscripción. ¿Desde qué cámara estás intentando ver las imágenes?\nCustomer: Desde la cámara que dice parking\nCustomer: Lo que pasa que me suscribí primero a la cámara parking, luego unos días después me suscribí a las otras dos cámaras y se eliminó la suscripción a la cámara parking\nHuman Agent: La cámara llamada \"Parking Car 🚘\" no está suscrita, por lo que no habrá ninguna grabación de esa cámara.\nHuman Agent: Si desea suscribir tres cámaras, necesitará seleccionar las tres cámaras cuando las suscriba.\nCustomer: Bien estaba suscrita, pero unos días después me suscribí a las otras 2 cámaras, pero cuando me suscribí había una opción que decía eliminar suscripcion a parking y le di en si, porque no me daba otra opción a suscribirme a las otras dos cámaras sin eliminar la suscripción de parking \nCustomer: Pero yo pensé que me iba a funcionar hasta que terminara el mes de la suscripción \nCustomer: No sé si me explico \nHuman Agent: Sí, lo entiendo. La suscripción se gestiona a través de su cuenta de Apple. Apple sólo permite una suscripción de un tipo en su cuenta. Cuando seleccionó otras dos cámaras para suscribirse, eliminó la suscripción de la primera cámara y suscribió las otras dos. Deberá tocar Suscribirse y seleccionar las 3 cámaras a las que desea suscribirse.\nCustomer: Ah ok, entonces quiere decir que perdí mi dinero de la suscripción de parking, que solo use unos cuantos días \nHuman Agent: No, Apple cancela la suscripción original y ofrece un reembolso prorrateado por el tiempo restante de la suscripción.\nCustomer: Me suscribi el 06 de este mes en parking car y el 13 a las otras 2\nCustomer: Prácticamente use 7 días el servicio\nHuman Agent: Bien, déjame explicarte cómo funciona esto.\nHuman Agent: Apple sólo permite una suscripción de un tipo en su cuenta. Entonces comenzaste con un dispositivo suscrito. Luego seleccionó dos dispositivos diferentes para suscribirse. Entonces Apple canceló la suscripción original e inició una nueva suscripción para los dos nuevos dispositivos. Luego emitieron un reembolso prorrateado por la suscripción original.\nCustomer: Si entiendo cómo funciona, pero ósea que usted no puede hacer nada para activarme la cámara de parking car y al terminar el mes pues ya conecto las 3 juntas \nHuman Agent: Si desea suscribir tres cámaras, deberá seleccionar las tres cámaras en su suscripción. Luego, se cancelará la suscripción actual para dos dispositivos y obtendrá un reembolso prorrateado por esa suscripción.\nHuman Agent: Si desea suscribir la tercera cámara, toque Nube y toque Suscribirse y seleccione las 3 cámaras a las que desea suscribir.\nCustomer: Ah ok si me harán un reembolso está bien, ya el siguiente mes, suscribiré las 3 juntas"]
["Customer: How do I cancel my subscription since zmodo has no AI and that's why I subscribed. Can you tell me how\nCustomer: There is no cancel button visible\nCustomer: Thank you\n\nCustomer: Agent\nCustomer: Are you there\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see how you subscribed, one moment. \nHuman Agent: It looks like for the subscription the processor is Google, I am not able to cancel the subscription from my end due to this. You will need to cancel from the google subscriptions area. To get there, open the play store, click your google profile in the top right, choose subscriptions then tap on the subscription and chose cancel, you will know it is canceled successfully when it shows an expiring date."]
["Customer: Hello! I purchased a subscription today in hopes to recover video from Sunday, January 5th from a robbery. Can you help?\nCustomer: Is it possible to\nRecover that video without a subscription\nCustomer: It seems as if there is a two day record of previous video.\nCustomer: I may have been subscribed already. Can you tell me if I was?\nCustomer: Can I speak to someone? \nCustomer: Can I speak over the phone?\nCustomer: Phone call\nCustomer: Agent\nCustomer: We had a robbery on Sunday, January 5th. We are hoping we can recover the video footage from that day.\nCustomer: Can you help with this?\nHuman Agent: Hi, it looks like the cameras were not susbcribed on the 5th at all, cameras without a sub at that time would only have taken the 10 second clips and those would only have lasted for 12 hours before being overwritten, you susbcribed on the 7th and already by then the cameras had overwritten any of those clips so no footage exists anymore. \nCustomer: We can see the past two days of film. I just subscribed. How am I able to see yesterdays footage?\nCustomer: There is no possible ways for you all to pull that footage. Its the only footage from that one time since we were closed\nCustomer: The police investigator said that it’s needed. We would appreciate any help you can provide\nHuman Agent: No there is no way the footage is gone.\nHuman Agent: as I said in my previous message there is no footage, by the time you susbcribed all the footage form the 5th had already been overwritten, when you susbcribe it starts at that point and any 10s clips currently from the last 12 hours pulls into the plan and also lasts the plans duration but any footage from before that point is gone.\nHuman Agent: you are a day too late unfortunately."]
["Customer: I replaced a camera.  How do I put it on my account?  I still just have 6 cameras.\nCustomer: The camera is already set up and operating, but it does not have 7 day recording.\nCustomer: No, I’m sorry.  I just want to put it on the same plan as the other 5.  I’ve already paid for 6.\nCustomer: I am not adding a camera.  I am replacing one of the 6 cameras.\nHuman Agent: Hello, you've reached customer care, my name is Kylie, to disable and enable cameras for the cloud service you can go to the cloud section, scroll down to subscriptions, click the edit button then select the camera you wish to disable and then enable another camera. \nHuman Agent: If you have already deleted the camera, you can just try enabling the new camera. \nCustomer: There is not an edit button.  Do I hit the subscribe button?\nCustomer: I’m already subscribed for 6 cameras.  Yes, I deleted the old camera.\nCustomer: When I hit View detail, it says No Subscriptions.\nCustomer: D/static_file/d08351c2d5_1_20241115134245.jpg\nHuman Agent: okay, are you able to check your apple account in the subscription area and see if it shows the subscription there? you may have to unsubscribe and resubscribe again to get it to show in the app, as long as it does show a subscription active just before you unsubscribed and you choose the same plan and amount of cameras then it will not charge you again. \nCustomer: You can see in the Subscriptions box, it says, Subscribed.  I don’t know how to check the Apple account.\nCustomer: Premium (for 6 devices)\nCustomer: D/static_file/ce38f26cc7_1_20241115135108.jpg\nHuman Agent: Okay, to solve this you will have to unsubscribe there from the apple account,  then resubscribe in the app, just make sure you select the same plan and ammount of cameras. \nCustomer: How do I unsubscribe?\nHuman Agent: You would go into your apple settings, into your apple account to subscription's then select the subscription and the cancel option will be at the top or the bottom. \nCustomer: I think that worked!  Thank you so much!\nHuman Agent: Fantastic, Hope you have a great day]"]
["Customer: I'm a subscriber I accidentally reset the cam and now it's not working at all\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set back up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: How do I delete all saved data on cloud \nCustomer: To start fresh\nHuman Agent: It's only deleted automatically as it expires, but cloud data would not impact set up of a device that you accidentally reset. What is the ID of the camera you're trying to set back up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: I got it set back up again I'm just trying to clean the memories up in order to save on data\nHuman Agent: The cloud storage is stored on our servers and holds the footage for 7 days with your plan. It is not necessary to try to save on data as you have paid for a plan that specifically just holds the footage for 7 days."]
["Customer: Is Zmodo cloud storage paid per device?\nCustomer: I have 6 cameras\nCustomer: I’m trying to purchase Zmodo cloud storage for 6 devices. It’s charging me for each individual device\nCustomer: Above you stated it was charged per device\nCustomer: How do I purchase cloud storage for 6 devices under one plan\nCustomer: It’s charging per device \nCustomer: Can I speak with someone on the phone?\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The cloud service is priced per camera. \nCustomer: I’m trying to purchase cloud storage for my home I have 6 devices. Earlier it was stated the storage is not charged per device. When I click on 6 devices it charges me $35 per device. \n\nRing cameras charges $9 for all devices in the home. So I’m thinking someone has to be wrong. \nCustomer: That’s crazy okay. Bad purchase\nHuman Agent: We are not ring, ring is another company we don't have the same pricing as other company's. The pricing for us is priced per camera for the cloud subscription. \nCustomer: Obviously\nCustomer: Ring is better on pricing, I have both.\nHuman Agent: Okay\nHuman Agent: Is there anything else I can assist you with today?"]
["Customer: One of my cameras is not showing up on my cloud, but has an active subscription\nCustomer: -1\nCustomer: It says that I am subscribed but one camera only out of all of my cameras is not showing up on the Cloud\nCustomer: I want a real person\nCustomer: Agent \nCustomer: Agent \nHuman Agent: You can edit which cameras are enabled on your subscription plan in your app. Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “Enable” at the bottom.\nCustomer: Thank you… How long will it take for that to begin?\nHuman Agent: Once you enable the subscription on the camera it will begin recording."]
["Customer: We have been trying to cancel our service for several months we don't live there anymor\ne and no access to cameras but they are still taking service amount out of our account, please help\n\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like your subscription goes through google for the processor, due to this I am unable to cancel the sub from my end you will have to cancel it form your google subscriptions area. You would open the play store, click your profile in the top right, click subscriptions then choose the subscription and cancel it."]
["Customer: Troubleshooting\nCustomer: I paid.why my device is not working \nHuman Agent: Hello, my name is Grant. You can edit the enabled devices in your Zmodo app. Tap on the Cloud tab and scroll down to the active subscription. Tap on View Details and then tap on Edit. You can enable the third camera on the subscription plan there."]
["Customer: I have been trying for months to cancel our subscription on zmodo camera we no longer have .. I've canceled through app. I've tried to Google and it tells me to go to cloud there's no cloud on page..PLEASE HELP\nCustomer: AGENT \nCustomer: Agent \nHuman Agent: Hi my name is Wendy.\nHuman Agent: What is your account username so I can check how you are subscribed?\nCustomer: danny_colley@yahoo.com\nHuman Agent: Your plans are through your Google play account.   I am unable to cancel the subscription on my end, as you are subscribed via Google but you can follow this guide on how to cancel your subscription via Google. https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid\n\nCustomer: So go to that web address\nCustomer: After three months of going back and forth your the first to tell me that...\nHuman Agent: You will need to cancel the plans through your Google play account.  \n\nHere is the link with info on how to do that:   https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid\nCustomer: Thank you \nHuman Agent: You're welcome!"]
["Customer: I’m billed for cloud service but it doesn’t show I’m contracted for any?\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Speak to agent \nCustomer: Speak to agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I looked up your account here and its showing expired for all of the cameras on the account, are you able to go to the cloud section of the app for me, scroll down to where it says subsciptions, then take a screenshot and send that to me to review. After that I will have you check one other area.\nCustomer: Ok\nCustomer: D/static_file/5cb079037d_1_20250226093614.png\nCustomer: D/static_file/b8c34f8f7b_1_20250226093702.png\nHuman Agent: Okay, its showing there that the service has also expired, One more place I will have you check to be through, can you go to your apple subscription area, then go to subscriptions, and tell me what it shows there for the subscription?\nHuman Agent: If you are unsure where to go for that, you would go to your apple phone settings, tap your apple profile, then select subsciptions and check from there what it shows and tap on the sub for more details as well."]
["Customer: Hey, I am trying to pay/add for a camera named: vehicle and one in-house.  It keeps buffering\nCustomer: Agent\nCustomer: Agent\nCustomer: Okay\nHuman Agent: Are you trying to edit the enabled devices by tapping on View Details for your subscription? Or are you trying to start a separate subscription for those devices?\nCustomer: I'm trying to add 2 camera s to my subscription \nHuman Agent: It looks like you already have a subscription for 10 devices, so you would want to edit the enabled devices. You can tap on Cloud and scroll down to the active subscription. Tap on View Details and tap on Edit. Then you can enable the subscription on the device you want enabled.\nCustomer: Before I click off, is \"in house\" camera on the subscription?\nCustomer: Also, when I look at the camera it's not recording continuously \nHuman Agent: No, it does not look like that camera is currently enabled on the subscription.\nCustomer: Is \"vehicle \" enabled?\nHuman Agent: No.\nCustomer: I really need that one enabled\nCustomer: I've been trying to enable that one for hours now\nHuman Agent: Then you will want to follow the instructions that I sent here and it should enable it.\nHuman Agent: You can tap on Cloud and scroll down to the active subscription. Tap on View Details and tap on Edit. Then you can enable the subscription on the device you want enabled.\nCustomer: I've done that for hours\nHuman Agent: Well lets try again and can you send me a screenshot of the error message or issue you get when you try it?\nCustomer: It keeps thinking\nCustomer: If I click off i can get back to this chat\nCustomer: ?\nHuman Agent: Yes, the chat will remain open for at least 7 minutes.\nCustomer: It'll keep spinning with no error message. It just sits there\nHuman Agent: Can you send me a screenshot of the error message or issue you get when you try it?\nCustomer: There is NO error message. The subscribe button just keeps spinning \nCustomer: It won't connect. I have been trying to connect since 11am\nHuman Agent: Can you send me a screenshot of what happens when you try to edit the enabled devices?\nHuman Agent: If it just keeps spinning send me a screenshot of that please.\nCustomer: Give me a sec\nCustomer: It says I can not send a screenshot \nCustomer: It says it was blocked by an admin\nHuman Agent: If you are having trouble sending it here in the chat, then you can also email it to support@zmodo.com.\nHuman Agent: Okay, I see the screenshot. You are in the wrong place. You tapped on Subscribe, but you need to edit the enabled devices. So instead of tapping on Subscribe, scroll down to the active subscription and tap on View Details and tap on Edit. Then you can enable the subscription on the device you want enabled.\nCustomer: Let me try that\nCustomer: Yes, but unable to locate\nHuman Agent: What are you unable to locate?\nCustomer: The enabled prescription \nHuman Agent: What do you see when you tap on Cloud and scroll down to the bottom?\nCustomer: Are you able to do it for me?\nCustomer: Ok i see it now"]
["Customer: Are there any cloud plans to cover all my cams {6} ?\nCustomer: Nope, only shows 2 plans, each are per 1 cam.\nHuman Agent: Hello, All of the plans are prices per camera and we do not have a bundling option at this time.\nCustomer: I did a trial awhile back that covered all up to 10 cams ...\nCustomer: If you guys want to make more money, offer more plans, shorter time storage {3 days is plenty} and cover all cams in plan !!!\nCustomer: I would rather spend extra money to get a new system that stores all my 6 cams for free for 3 days, than pay $24 a month.\nCustomer: And being that I'm a long term Customer, it is clear you don't care about low income people and their security.\nCustomer: Clips, 6 cams, 3 days = $9.99 mo. is acceptable.\nCustomer: Why no response from you ???\nCustomer: Would the Zmodo ZP-NL14, UPC: 889490020145 work for me ??\nCustomer: https://www.ebay.com/itm/375352308600\nHuman Agent: I apologize the chat was not updating due to technical errors, This is how our plans are and have always been its not something that will change for Zmodo.  We treat all customers equally and do not give special treatment to anyone, we do have discounts on our cloud service periodically throughout the year for our plans if you find the cost is outside of your budget.\nCustomer: Respond on the NVR I asked about ?\nHuman Agent:  the newer cameras named Newbie and ForeLookinDown are not compatibel with NVRs, We no longer make NVRs and stopped in 2018 so our new cameras are not built with them in mind and we use too new of tech to where the NVR cant comunicate with them as the NVRs dont update anymore. The NVRs only work with older models of cameras on your account.\nCustomer: ugh\nHuman Agent: Are there any other questions I can assist you with today?\nCustomer: does this include the ZP-NL18 ?\nHuman Agent: This applies to all NVR and DVRs we have made.\nHuman Agent: as I said we no longer make NVRs we stopped in 2018.\nCustomer: double ugh, then a new system it will be.\nHuman Agent: Okay no problem, have a good day!"]
["Customer: I need all my subscriptions canceled \nCustomer: I have done that but it is still charging me for one\nCustomer: How do I speak with an agent?\nCustomer: Agent\nCustomer: Agent\nHuman Agent: I took a look at your account and it looks like there was a subscription for one device on your account. I have canceled the subscription and it will not renew again.\nCustomer: Ok. Thank you so very much \nHuman Agent: You're welcome."]
["Customer: Cancel service\nCustomer: Agent\nCustomer: Agent\nCustomer: I need my subscription canceled cameras don’t work and haven’t used for 1 year\nHuman Agent: Please give me a minute to look up your account information here.\nCustomer: Any luck?\nHuman Agent: Thank you for your patience. I see a Yearly Premium Plan for one device on your account. I have canceled the subscription and it will not renew again.\nCustomer: If it renewed today then we need to cancel it \nCustomer: Or i can just report it and remove it\nHuman Agent: I did cancel the subscription. Canceling the subscription stops the renewal. You will still have the remaining subscription time that was paid for. At the end of the subscription it will expire and will not renew. \nHuman Agent: Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date."]
["Customer: agent\nCustomer: agent\nCustomer: Hi Kylie - I have a billing question\nCustomer: We replaced our Zmodo camera with 2 new Zmodo cameras.  It had us activate them via Smartz app vs. Zmodo app.  Now I am worried that I have two subscriptions going.\nCustomer: Should I be using Zmodo app or Smartz app to manage my cameras?\nHuman Agent: Hello, Let me look up your account from my end here and I can check to see if you have multiple subsciptions or not, One moment\nCustomer: OK thank you\nHuman Agent: Looks like your subscription is going through apple for the billing processor, to properly check this i will need you to check the apple subscriptions area. Can you go to your apple phone/device settings, click your apple profile, select subscriptions then take a screenshot of that area and send that to me to review.\nCustomer: OK give me a sec\nHuman Agent: Okay\nCustomer: D/static_file/6f904c81eb_1_20250224134323.jpg\nCustomer: just sent let me know that you got it\nHuman Agent: Okay, I got the screenshot. One moment while I review it. \nCustomer: ok\nCustomer: I set my Zmodo to expire at the end of current subscription since we set up the new cameras via Smartz Eaze.  Is that what I should be doing?\nHuman Agent: Okay, Right now for both of the cameras you have the Smartz Plan enables and in use for your two cameras. The Zmodo plans and the Smartz plans are different from one another, for the smartz sub to utilize it fully and properly when reviewing playback you would only use the Smartz app, same goes for  managing the Smartz sub you would do so from the smartz app. \nCustomer: OK - so I can go ahead and let Zmodo app subscription cancel as planned in April and keep the Smartz app going correct?\\\nCustomer: I just don't want to pay for both and actually like the functionality of Smartz app better\nHuman Agent: Yes you can go ahead and leave it as it is now. If you ahd both of thsoe active I would of had you cancel one anyway as it causes issues when you have two plans active like this and makes both subsciptions not function properly, as you have it now is perfect and wont cause any functionality issues for you.\nCustomer: OK super thanks for your help.  I sent an email to support about this as well so you can cancel that email request since we figured it out here.  Thanks!\nHuman Agent: Okay, fantastic, Thank you as well. If you do have any questions again feel free to reach out again and we are happy to assist you. Have a wonderful day\nCustomer: You too thanks!\nHuman Agent: Thank you, farewell"]
["Customer: just tried canceling the subscription and instead it charged my account twice and overdrafted it \nCustomer: Can I speak to one? \nCustomer: Need to talk to agent\nCustomer: -1\nCustomer: Camera hasn’t been working for almost a month tried to cancel subscription and it charged me twice over drafting my account\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: Yea\nHuman Agent: Open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option.\nCustomer: I cancelled it however idk why it charged me 21.08\nCustomer: My renewal isn’t usually until later in month \nHuman Agent: You would want to check your Purchase History on your Apple account. Apple processes the payments, so I cannot see the payment that was taken out.\nHuman Agent: The last renewal I see from your account was on 9/24/2024.\nCustomer: ??\nHuman Agent: Did you receive my last messages? I will send them again.\nHuman Agent: You would want to check your Purchase History on your Apple account. Apple processes the payments, so I cannot see the payment that was taken out.\nHuman Agent: The last renewal I see from your account was on 9/24/2024."]
["Customer: My account has an active subscription which is not connected to my device. When I click view detail, I get message device_on empty \nCustomer: Yes, still there\nCustomer: Can I chat to a support person \nCustomer: I can not make a new subscription because the app says my existing subscription is still on. But I can no connect my existing subscription to my device \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you go to the cloud section, scroll down to subsciptions then take a screenshot of how it looks on that page and send that to me please\n\nCustomer: Ok\nCustomer: D/static_file/bf7cabbe08_1_20250219100545.png\nCustomer: D/static_file/72292c07d2_1_20250219100559.png\nCustomer: When I click View Detail, I get the screenshot below\nCustomer: D/static_file/abfc5ae9ab_1_20250219100716.png\nHuman Agent: Okay, Im going to have you check another area then for me, I would like for you to go to your apple subsciptions area, to get there go into your apple phone settings, click your apple profile, click subsciptions, thent ap on the subsciption and tell me if it shows active or what it shows there, feel free tot ake a screenshot and send that.\nCustomer: Ok\nCustomer: D/static_file/f5abb83ab4_1_20250219101147.png\nCustomer: Active until 15 May\nCustomer: Yes\nHuman Agent: One moment, its taking me just a tad longer to review this info from my end.\nCustomer: Still here\nHuman Agent: Okay, so from what information I have gathered, to resolve this issue you would have to cancel the plan, then subscribe again from the app, however because when you subscribed before you did so while a promotion was active when you go to do that it will try to charge you again, IO don't want that to occur for you so what I can do for you today is I can add the leftover time to the camera and have you cancel the plan now, On the end date for the camera at that time what you would do is from the app select the plan, pricing then subscribe, it will then charge you on that day and resolve this issue for you and assign the subscription back to the camera and allow you to enable properly once again. Does this make sense?\nCustomer: Hello??"]
["Customer: Customer support\nCustomer: D/static_file/30d64730d1_1_20240926092731.jpg\nCustomer: D/static_file/0018f5d5e3_1_20240926092750.jpg\nHuman Agent: How can I assist you?\nCustomer: Hi I keep on getting a email that my payments don't go thru when I don't have this service for a few years now\nCustomer: Sorry it's the first picture I sent disregard 2nd\nCustomer: D/static_file/9038711cde_1_20240926093201.jpg\nHuman Agent: What is the email address that that email was sent to?\nCustomer: I have an account for 1 camera ongoing but this one here was canceled long time ago\nCustomer: Jramirezz@verizon.net\nHuman Agent: I am not seeing any current subscription that matches that information on that email address. I only see the one current subscription for 1 device through your Google account.\nCustomer: That's correct but I keep getting this every month and the amount keeps on growing\nHuman Agent: YEs, you probably have a PayPal subscription through potentially a different account. It is trying to charge, but is failing. That amount is just the amount it would have charged. It is not actually going to charge that amount. I would recommend checking your PayPal information to see if you can find the account information.\nCustomer: Something needs to get done to get this removed I have sent various emails regarding this issue\nCustomer: Are you guys together with meshare?\nHuman Agent: As I said, there is not a current subscription on the jramirezz@verizon.net account. So you may have used a different email address to start the subscription. That is why I recommended checking your PayPal account to see if there is any more information about the account or the subscription.\nHuman Agent: Yes, this is support for Zmodo and meShare.\nCustomer: My other email is jramirezz1969@gmail.com \nHuman Agent: Yes, I looked at that too when I looked up your contact history and found an email with that email address. There is no subscription on that email address.\nCustomer: Ok those are my only to emails i have,  I get the message at the Verizon email\nCustomer: I had spoke to someone like 3 years ago or so and this message stopped coming in,  and then they started again maybe like 4 months ago\nHuman Agent: It looks like you first contacted us in May 2023 about the issue, so about a year ago. I am trying to find the subscription. I just want to confirm that you would like it canceled if I do find it, correct?\nCustomer:  yes the account with the 6 cameras,  I have the current one with 1 camera I want that to stay active, so that account started maybe like 5 years ago\nHuman Agent: It is not an account, it is a subscription. So we will cancel the subscription.\nCustomer: Ok but keep the one I have active now\nHuman Agent: I was able to find the subscription. It has not successfully charged for quite some time, but you had never canceled it, which is why it was trying to charge, but failing. The subscription has been canceled.\nCustomer: Yes I canceled it years ago at that time I spoke to someone over the phone to cancel it\nCustomer: Thank you\nHuman Agent: There is no record of a phone contact from this account. So you may have contacted to cancel a different subscription or a different account. But the subscription was not canceled, but it was not actually charging as it was unable to successfully renew. It has now been canceled.\nHuman Agent: Do you have any questions?\nCustomer: Ok that's it thank you\nHuman Agent: You're welcome."]
["Customer: Purchased the cloud and it didn’t record \nCustomer: Please contact me\nCustomer: Customer support \nCustomer: I purchased the recording of a device and it didn’t record \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. The camera you have the plan assigned to is currently offline. \nHuman Agent: It would need to be reconnected before it could record on our servers. Is the camera currently plugged into the NVR?\nCustomer: It is not offline \nCustomer: Yes it is plugged into a NVR. I tried to buy NVR subscription \nHuman Agent: Yes, it is. All of the devices on your account are online except for the camera HAZ CH1 and the NVR named lyons. The subscription is on the camera I mentioned there. \n\nNVRs are not compatible with cloud and it can only be on cameras. You have it on the offline camera HAZ CH1. \nCustomer: It was online when I purchased the subscription and now it is suddenly offline \nHuman Agent: It looks like you purchased the subscription 1/31 and it has been offline since before that point. We can only see the online activity over the last 7 days, but it has been offline for the last 7 days at least. \nCustomer: All the cameras are plugged into the same system and it was online when I purchased  I purchased 4 days ago\nCustomer: I assure you it was online when I purchased it.  I looked at the camera to decide which camera to purchase \nCustomer: It has events \nHuman Agent: You're talking about events from the camera, not the NVR, correct?\nCustomer: Yes \nCustomer: Can you change subscription to camera 5\nCustomer: Also it is important that I not pay so much for one device.  This is too costly.  Do you have a plan for all devices \nHuman Agent: I cannot, but if you go to the cloud section of your app you can hit view details on your plan, then edit next to enabled devices to change which camera you have it on. Can you send a screenshot of the event you mentioned?\nHuman Agent: Ah, I apologize, I had missed your question on the cost. The cost is per device. You may watch for discounts around holidays, but we would not be able to provide special pricing."]
["Customer: How do I change my subscription and what are the current prices for a yearly?\nCustomer: Yearly\nCustomer: Yearly subscription\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You may view current prices from the cloud section of the app. It will depend on the plan you pick, number of devices, and billing frequency you choose."]
["Customer: Had a camera go bad and got a new one and I still have cloud service till 12/25/25 and it didn’t let me add it to my cloud service .\nCustomer: Had a camera go bad and got a new one and I still have cloud service till 12/25/25 and it didn’t let me add it to my cloud service .\nHuman Agent: Hello, my name is Grant. You can edit the devices enabled on your subscription in your app.\nHuman Agent: Hello, my name is Grant. You can edit the devices enabled on your subscription in your app.\nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “Enable” at the bottom.\nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “Enable” at the bottom."]
["Customer: I want to cancel this subscription \nCustomer: Thank you \nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like you have 2 cameras that are subscribed directly through us to the 30 day yearly plan, and also 1 camera that is subscribed to the 7 day plan but the processor for the billing is apple. Are youw anting to cancel all of the subscriptions or only certain cameras for the subscription?"]
["Customer: Troubleshooting\nCustomer: Agent agents \nCustomer: Ty\nHuman Agent: How can I assist you?\nCustomer: I paid for a year of service for the big brother and it says expired\nHuman Agent: It looks like the subscription on that camera was canceled, but it still has subscription time on it. What do you see when you tap on Playback for that camera?\nCustomer: I did not cancel the service I paid for on 4/7/24\nCustomer: Hello\nHuman Agent: It looks like that subscription was canceled on 4/19/2024. You will still have the remaining subscription time that was paid on the camera. When it expires, you can start a new subscription on the camera if you would like to.\nCustomer: I did not cancel it, why would I cancel a years service that I just paid for on the 7th\nCustomer: Year* 4/7/24.  \nHuman Agent: Canceling the subscription just cancels the automatic renewal. As I mentioned earlier, you still have the subscription time that was paid for and the camera is still recording.\nCustomer: Oh, I see. Ok, the other camera is it subscribed\nHuman Agent: You contacted us on 4/19/2024 and asked to cancel the subscription initially, and then later decided you did not want to cancel it. The representative at that time told you that would have the remaining time that was paid for and that you can start a new subscription if you would like to.\nHuman Agent: It looks like it had a subscription, through your Apple account, but that subscription failed to renew. To check the status of your subscription managed via Apple. Open the Settings app. Tap your name at the top. Tap Subscriptions, find the subscription then tap on it to see its status. You can cancel it and start a new subscription or renew it from there, as well.\nCustomer: No, I didn’t want to cancel it. I was being charged for 2 cameras. I recently was with Apple. I no longer want to do that. They were charging for 2 cameras \nCustomer: One I had already paid for\nCustomer: When I look at my acct is says expired 9/22/24. Where does it show im paid thru 4/25\nHuman Agent: That is a different subscription. That is a subscription you made through the web app so it did not go through Apple.\nCustomer: But I paid for the Zmodo service so it should show service on that camera until 4/25\nCustomer: It should not show expired only\nCustomer: My plan should say service through 4/7/25 but I see that no where\nHuman Agent: The camera is subscribed still. Can you please tap on Playback for that camera?\nHuman Agent: You would want to go to the web app at user.zmodo.com to see the web app subscription information.\nCustomer: Why can’t I see that on the app on my phone\nCustomer: I just need to ad the one I was helped with today. \nCustomer: Add*\nHuman Agent: Okay, so as I said for the camera that you just setup, you will want to check your Apple account. To check the status of your subscription managed via Apple. Open the Settings app. Tap your name at the top. Tap Subscriptions, find the subscription then tap on it to see its status. You can cancel it and start a new subscription or renew it from there, as well.\nCustomer: Great , ty. I will leave you alone now. My apologies. Ty so much\nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: Hey\nCustomer: Can you turn the I cloud off \nCustomer: I cannot do it\nCustomer: How to close the camera from the cloud \nCustomer: I don’t know how to it\nCustomer: Do it for me\nCustomer: With the cloud for the cameras \nCustomer: Now I am getting really mad because you want help me \nHuman Agent: Hello, you've reached customer care, my name is Kylie. What you were speaking to was the chat bot, im a live agent. Just to clarify based on what was said earlier in the chat, Are you wanting to cancel the cloud service?\nHuman Agent: On my end when I looked up your account it shows the service has already been canceled, it looks like you have the subscription going through apple for the processor, if you need to double check that you would go into your apple account from the apple settings, then click subscriptions, if it shows the expiring date instead of a renew date then you know it has been canceled already for you."]
["Customer: Agent\nCustomer: I haven’t been able to access my cloud storage for 6 months. I do wish to be repaid for the six months of subscription that I haven’t been able to use. \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account here to check the subsciption details, one moment.\nHuman Agent: I looked up the account now and currently all the cameras that have a subscription show they are recording video and working as it should be for each camera subscribed that are online. Lets try troubleshooting to figure out why you are not able to see the playback, Would you be able to go to the camera named Dining Room, click playback, then take a screenshot of how it appears for that camera for me? \nCustomer: Hi The biggest problem is I can’t manage my cameras.. when I go to my cloud services it says no subscription\nCustomer: I’m not able to cancel that subscription and re-add it for some reason.\nHuman Agent: When you go to the cloud section of the Zmartz App then scroll down to subscriptions can you take a screenshot of the page to show me how it appears for you.\nCustomer: D/static_file/c4169b24b2_1_20250123154745.png\nCustomer: D/static_file/9d3ba10f98_1_20250123154752.png\nHuman Agent: okay thank you. There is one more spot I would like to look at. Your subscription goes through apple for the processing, can you go to the apple cloud subscriptions area and take a screenshot of the subscription there. I want to see if it shows the plan and subscription details the same there as it does in the app here.\nHuman Agent: If you are unsure how to find your apple subscriptions area just let me know and I can send you the steps to navigate there. \nCustomer: I bought new cameras and haven’t been able to add them . So I have not been able to use my cloud services for about 6 months for the most part …\nCustomer: Hello.. any response ?"]
["Customer: Troubleshooting\nCustomer: I need to cancel my subscription with you; my camera is not working. I have already tried to rebut it, disconnected everything, logged off, and logged back in. \nCustomer: Can you please connect me with a live agent, please?\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: Yes\nHuman Agent: Open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option.\nCustomer: I can't find the option \nHuman Agent: What do you see when you go to the Subscriptions in your Apple account?\nCustomer: Location, photos, local network, etc\nHuman Agent: That sounds like you are in the App settings section. Not in your Apple account.\nHuman Agent: You want to tap on your name at the top, not tap on Zmodo in the settings.\nCustomer: I tapped, and does not work \nHuman Agent: What do you see when you tap on your name at the top?\nCustomer: I got it, thank you. I google it. Please let me know if it shows that I canceled it. Thank you \nHuman Agent: It looks like it, but since the subscription is managed by Apple, you will want to check your Apple account and make sure it shows the subscription is expiring.\nCustomer: Hello\nHuman Agent: Did you see my previous message? I will send it again in case it did not go through.\nHuman Agent: It looks like it, but since the subscription is managed by Apple, you will want to check your Apple account and make sure it shows the subscription is expiring.\nCustomer: Will do, thank you \nHuman Agent: You're welcome."]
["Customer: how do I cancel my service\nCustomer: agent\nHuman Agent: Hi my name is Wendy\nCustomer: I would like to cancel my services\nHuman Agent: Are you wanting to cancel all your active cloud plans?\nCustomer: Yes, please\nHuman Agent: I am unable to cancel the Apple subscriptions on my end, as you are subscribed via Apple but you can follow this guide on how to cancel your subscription via Apple. https://support.apple.com/en-us/HT202039\n\nHuman Agent: ZMD13DIDA000634 truck,  ZMD13JADA276448 yard, ZMD14G2DA214405 old camera.  These 3 I can cancel for you.  One moment and I will cancel them\nCustomer: Thank you\nCustomer: can you send me a verification email that they were cancelled please?\nHuman Agent: ZMD13DIDA000634 truck,  ZMD13JADA276448 yard, ZMD14G2DA214405 old camera have been cancelled.  You will get a cancellation email shortly.\n\nYou will need to cancel the Apple subscriptions on your end, I can't cancel those for you\nCustomer: I will do that, thank you for your help with this\nHuman Agent: You're welcome!"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Restart\nCustomer: How do I make sure its always recording at all times\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera or a camera that was previously setup in the past? \nCustomer: Yes not a new camers\nCustomer: Already set up\nHuman Agent: Okay, the cameras will only record continuously when there is motion while subscibed, when there is no motion the cameras will take a picture every 10 seconds.\nHuman Agent: This is also dependent on if the camera is online (connected to the internet) as if the camera is unplugged or looses that connection it drops offline and cant communicate with our servers for the cloud service to function."]
["Customer: Agent\nCustomer: Thank you \nHuman Agent: How can I assist you?\nCustomer: Hello u have a charge in my card for cloud memory and i dont have the service\nCustomer: D/static_file/32fff1ed1c_1_20250225130854.png\nCustomer: D/static_file/33f53ec189_1_20250225130901.png\nHuman Agent: The subscription is on cameras that are not on your account. I can clear the subscription from the cameras and then you will be able to edit the enabled devices.\nCustomer: And what happen with the money? \nCustomer: The cameras are registered in my husband's username, and he shares them with me, the system charged my card but we do not have service, my husband cannot see the history either.\nHuman Agent: There is a subscription on the account you are contacting us from. If you do not want a subscription on that account, then you can cancel the subscription in your Apple account. I cleared the subscription from the cameras that are not on your account, so you can edit it to enable it on devices that are on your account.\nCustomer: But if i do that, I have to paid again?\nCustomer: We just want to see the history\nCustomer: I don't need a refund, I would like us to be able to use the cloud\nHuman Agent: You can have up to three cameras subscribed on your current account. You would tap on View Details on the subscription in your cloud tab. However, there is just one camera on your account currently. Any camera that you want to enable on that subscription, you would need to setup on your account.\nCustomer: So my husband should deactivate them on his account so I can add them to mine?\nHuman Agent: If you want the cameras enabled on the subscription on your account, then they would need to be on your account directly.\nCustomer: And why if i dont have the cámaras the system make a charge?\nCustomer: Is illogical\nHuman Agent: You have one camera on your account currently, so you can enable it on that camera. If you do not want to change the account that the other cameras are on, then you would need to subscribe through the account that the cameras are setup on.\nHuman Agent: The cameras need to be on the account that the subscription is on in order to enable the subscription on them.\nCustomer: And would my husband have to  pay again? \nHuman Agent: If you subscribed on a different account, then yes as that would be a different subscription on a different account.\nCustomer: Ok \nHuman Agent: If you want to use the subscription on your account, then you would need to connect the cameras to your account.\nCustomer: Thank you \nHuman Agent: You're welcome.\nCustomer: So\nCustomer: If I configure the cámaras in my account the subscription work?\nHuman Agent: You can edit the enabled devices on the subscription and enable the subscription on to cameras that are on your account. \n\nGo to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “Enable” at the bottom.\nCustomer: Ok \nCustomer: Thanks \nHuman Agent: You're welcome.\nCustomer: Bye\nHuman Agent: Have a good day."]
["Customer: It’s not clipping all the motion \nCustomer: It’s not clipping \nCustomer: The camera is not clipping the motion\nCustomer: Talk to human\nCustomer: Hello the camera is not clipping all images it should \nHuman Agent: Which camera are you having trouble with?\nCustomer: Both \nCustomer: For the back it’s not clipping all motion and the front I can’t go back and watch anything \nCustomer: I just set them up today \nHuman Agent: What do you see when you go to the Cloud for the cameras? Can you tap on the Cloud icon at the bottom right corner of the Live video?\nHuman Agent: You can also tap on Alerts to see the motion events that the cameras have recorded.\nCustomer: You there?\nHuman Agent: Yes, I will resend my previous messages since it seems you did not receive them.\nHuman Agent: What do you see when you go to the Cloud for the cameras? Can you tap on the Cloud icon at the bottom right corner of the Live video?\nHuman Agent: You can also tap on Alerts to see the motion events that the cameras have recorded.\nCustomer: Yes I see the cloud icon \nHuman Agent: Can you tap on the Cloud icon at the bottom right corner of the Live video? What do you see when you tap on it?\nHuman Agent: You can also tap on Alerts to see the motion events that the cameras have recorded.\nCustomer: Okay I’ll check \nCustomer: I just walked out to the camera where I could see myself on it walked away and it didn’t clip or go to alerts\nCustomer: I see cars go by on my camera and I go to alerts there’s nothing except a bus went by it only clips randomly \nHuman Agent: Okay, sometimes it can take some time to show the event. You may also need to refresh the app. But I would need more specific information about what you are seeing as a baseline so we can go from there to troubleshoot.\nHuman Agent: Can you tap on the Cloud icon at the bottom right corner of the Live video? What do you see when you tap on it?\nCustomer: D/static_file/5c75dc9d7a_1_20240913113435.png\nCustomer: This\nHuman Agent: Alright good, so the \"Front\" camera is recording continuously. You just right now have a time selected before the subscription was started on the camera. To the right on the timeline is the recorded footage.\nHuman Agent: And what about for the Back camera? Is there a cloud icon you can tap on for that camera? Or can you tap on Alerts to check for the motion events there?\nCustomer: I’ll see \nCustomer: D/static_file/74595c9136_1_20240913113914.png\nCustomer: I’ve went on the back camera multiple times since 11:48 but it stopped clipping since then \nCustomer: D/static_file/043e4bf437_1_20240913114011.png\nCustomer: For the front there has been motion multiple times and this is all it has \nHuman Agent: Sometimes it can take some time to show the event. You may also need to refresh or restart the app.\nHuman Agent: What do you see when you tap on Alerts on the home page of the app?\nCustomer: D/static_file/bd4aae0fcf_1_20240913114144.png\nCustomer: It’s been time Almsot and hour and I’ve refreshed the app multiple times \nHuman Agent: Can you close the app completely, not just minimize it, to restart it? Or you can restart the phone or tablet that you have the app on if you cannot close the app.\nCustomer: I will restart and come right back \nHuman Agent: I also synced and restarted the cameras so you can try to create a new event. You may also want to check the time zone on the camera and make sure that it is correct, as it could be a time zone issue with events being made at different times.\nCustomer: How do I check the time zone \nCustomer: The time is correct on them \nCustomer: I just went on the back camera again and it shows nothing \nHuman Agent: You can tap on Devices, then the camera, then tap on the camera information at the top. Then you can tap on Device Time Zone.\nHuman Agent: Did you try to create another motion event after you restarted the app and I synced and restarted the camera?\nCustomer: Yes\nHuman Agent: Okay, and what do you see now when you tap on the Cloud icon in the Live video for that camera?\nCustomer: The back camera caught me the front did not \nCustomer: In the cloud icon \nHuman Agent: So, the \"Front\" camera may not make an event for every motion, but it will record continuously.\nCustomer: So I should use clips instead if I want clips \nCustomer: I also am not getting notifications for them I don’t want to have to come on the app and click the cloud it should send me a notification it said  \nHuman Agent: If you just want clips and do not want continuous recording, then you would subscribe to the Clips plan. The app will not notify you if you have the app open, so that is probably why it may not have sent a notification while we have been working on it. The app also will not send you a notification for every single motion event. There is a 'cool down' period between motion alerts so not every alert will send a push notification to your phone.\nCustomer: Okay \nCustomer: How can I change the front camera to clips instead of continues \nHuman Agent: You would need to cancel the clips plan trial if you haven't already \nCustomer: I canceled the continuos trial \nCustomer: I have to cancel the clips ? \nHuman Agent: oh sorry I miss read the question. If you have cancelled the continuous trial thats good \nCustomer: Okay now when I try to buy the clips for my front camera it’s only giving me the option for back\nHuman Agent: Please sing out and sign back in to refresh the app. Let me know if  it works \nCustomer: I got it thank yiu\nHuman Agent: You're welcome!"]
["Customer: I need to make a payment on my subscribed camera and it’s not letting me it says I need to go into my iCloud and I don’t have my password\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You can log in on user.zmodo.com, go to the account section (person icon on the left. On a phone you may need to swap to desktop mode first), then in the payment management section there you can update your payment method. \nHuman Agent: That said it looks like your subscribed camera renewed on 9/27 so it will not renew again for over another week."]
["Customer: Good Morning \nCustomer: My camera shows it's expired, the camera that I've been trying to cancel for the past 3 years was still active and the one I need most was canceled \nCustomer: It won't allow me to enter my correct email address to correct the issue of updating the wrongfully active camera \nCustomer: I never gave the email address it's using\nCustomer: What customer support, I've needed to reach them for years\nCustomer: Hello\nCustomer: I'm just trying to activate an active camera that was mistakenly inactivated on this account of many years\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I just now inactivated the proper camera that should've been inactivated years ago\nCustomer: I can't reach that camera, it's high on my gable\nCustomer: Is there another way\nHuman Agent: I would need information on the camera to know which camera you are having issues with.\nCustomer: I have no way to reach that camera\nCustomer: It's on the roof\nHuman Agent: Okay, what camera on your account are you having trouble with. And can you give me more information about the issue you are having with the camera?\nCustomer: CARS FRNT DOOR DRVWY\nCustomer: That's my most needed camera \nHuman Agent: Alright, that camera is online. Are you trying to subscribe the camera? If you want to do that, then you can subscribe through the mobile app or the web app.\nCustomer: ZMD13D968267369\nCustomer: Yes\nCustomer: I tried that, that's way I'm contacting you\nHuman Agent: What happens when you try to start a subscription on the camera?\nCustomer: It has the wrong email attached\nCustomer: Not the email I assigned either\nCustomer: Schorpion@att.net is the email attached to this account\nHuman Agent: Are you talking about the email address when you try to subscribe through the mobile app? If it is asking you to log in, that is for your Google or Apple account. The subscription is managed through Google if you are on an Android device or Apple if you are on an iOS device.\nCustomer: Yes\nCustomer: Let me try again\nCustomer: Still not working\nHuman Agent: What about it is not working? Do you get stuck? The email address for your Google or Apple account does not have to match the email address for your Zmodo account.\nCustomer: The Google account it's trying to access is not the Google account associated with these cameras\nHuman Agent: There is not a Google account associated with the cameras. Your Google account and Zmodo account are different accounts.\nCustomer: I don't know the password to that account because I never use it\nHuman Agent: Then you can reset the password to your Google account. Or you can go to the web app to subscribe the camera.\nCustomer: Look, I am trying to simply activate this camera. I didn't want to spend the day doing it\nHuman Agent: I understand. I am explaining the methods you can use to start a subscription on the camera. If you are trying to do it through the mobile app on an Android device, then it would need to go through your Google account. Google processes the payments for in-app purchases on their devices. If you do not want to go through your Google account, then you can go to the web app, user.zmodo.com.\nCustomer: Web app?\nCustomer: SMH \nCustomer: That only locks up my phone\nCustomer: It goes nowhere\nCustomer: Looks like I'm just stuck and need to cancel my entire subscription and get better cameras\nHuman Agent: If your phone is locking up with your web browser, then you can restart the web browser or your can restart the phone. Or you can try another phone, tablet, or computer.\nHuman Agent: There are still several things you can do to get to the account to subscribe the camera. The issue you are having with the mobile app is your Google password. You can reset that password.\nHuman Agent: The issue it sounds like you are having with the web app is your browser freezing, which would be an issue with the browser or the phone, so you can restart the browser or the phone.\nHuman Agent: You can also replace the cameras if you are unhappy with the cameras."]
["Customer: Where does my payment go to subscribe \nCustomer: Is it a secured bank \nCustomer: What bank is it\nCustomer: What’s the name of the bank \nCustomer: Name of the bank for payment \nCustomer: Where do I sign w\nHuman Agent: Hi my name is Wendy.   I see you have free cloud trials on your cameras.\nHuman Agent: The trials will expire tomorrow\nHuman Agent: If you subscribe to cloud plans after the current trials expire on the Zmodo phone app the cloud subscriptions would go through your phone.  So if you have an android phone the payment would go through Google play or if you have an iPhone the payment would go through Apple subscriptions"]
["Customer: I have paid for cloud service and I have no playbacks and it keeps telling me to pay \nCustomer: Agent \nCustomer: I have paid for cloud service and I have no playbacks and it keeps telling me to pay\nCustomer: I have been trying to get a hold of you guys \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I check your account. \nHuman Agent: Please try going to the cloud tab of your app, hit view details on your current subscription, then edit next to enabled devices. Make sure your devices are selected and then hit the enable button at the bottom. Let me know once you have done this. \nCustomer: Ok I will try that \nHuman Agent: Thanks. \nCustomer: D/static_file/9ea666c251_1_20241003144740.png\nCustomer: They all say enabled \nHuman Agent: Okay, did you hit edit and then enable at the bottom? \nHuman Agent: Also, this subscription shows a renewal date of may. Do you have another listed showing your current renewal date?\nCustomer: So I thought that as well but when I went to try and tesubscribe it says my plan is already subscribed \nCustomer: I think something is going on with my account \nCustomer: Oops so I think I subscribed on the app but in my Apple settings it said unsubscribed I just hit renew \nCustomer: I got it back it’s working now \nCustomer: Thank you\nHuman Agent: Good to hear. Anything else I can help you with for now?"]
["Customer: how do I cancel my automatic renewal?\nCustomer: agent\nCustomer: I am trying to cancel my automatic renewal.\nHuman Agent: Hello, you've reached customer care, my name is Kylie, I can cancel the subscription for you so it does not renew in the future for you, one moment.\nHuman Agent: I successfully canceled the sub and the last date of service is 1/15/2025\nCustomer: Okay. Thank you.\nHuman Agent: No problem, Have a good day\nCustomer: You too."]
["Customer: Cancel cloud service\nCustomer: Agent\nCustomer: cancel cloud service\nCustomer: Agent\nCustomer: ok\nHuman Agent: Let me take a look at your account.\nHuman Agent: I see two subscriptions on your account. A Premium Monthly Plan for 4 devices and a Premium Monthly Plan for 2 devices. It looks like the subscriptions. It looks like you canceled the subscriptions on 3 of the devices already. Would you like the subscriptions on the other 3 canceled, as well?\nCustomer: yes please \nHuman Agent: Alright, if you will please give me just a couple of minutes, I will get the remaining subscriptions canceled.\nCustomer: ok\nHuman Agent: Thank you for your patience. I have canceled the remaining subscriptions on your account. The subscriptions will not renew again.\nCustomer: ty ty  have a good day \nHuman Agent: You're welcome. You have a good day, too."]
["Customer: Subscription\nCustomer: I am paying for three devices, but for some reason, only two of them are covered under my plan\nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. When you go to the cloud section down to the area that says subscriptions does it show 3 devices enabled or only 2?\nCustomer: Yes it shows 3 devices \nCustomer: I got a new camera when my other one tore up and I’m paying for three devices, but all three are not covered only two\nCustomer: Yes please help\nCustomer: Are you still there… I’m waiting and would like to continue with your help please\nCustomer: Yes \nHuman Agent: Okay, to resolve this issue you would go to the apple subscriptions area in your apple account, cancel the subscription, then in the app resubscribe again. As long as you choose the same plan and same price it will not charge you and will enable all 3 cameras. \nHuman Agent: you would go into your apple phone settings, click on your apple profile, choose subscriptions then cancel from there."]
["Customer: How do I save a video?\nCustomer: How do I save a clip from yesterday\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. While viewing playback for your camera, you can hit the scissors icon to start a clip from the point you're at in the timeline."]
["Customer: Cloud isn’t working \nCustomer: Customer service \nCustomer: I have been paying for the icloud and it no longer works\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account here to see how you subscribed, When you go to the cloud section of the app to the subscription's area bellow does it show the camera enabled on the plan?\nCustomer: D/static_file/56946d170a_1_20241121094012.png\nCustomer: Did you get my picture \nCustomer: It says the cloud for this device has expired \nCustomer: Hello\nHuman Agent: I received it now. It looks like your subscription is going through apple, Lets have you try checking the apple account subscriptions to see if the sub is still active or not. To do that go into the apple settings, click your profile, select subscriptions then take a screenshot of how it looks and send that in the chat here and let me know what it shows. \nCustomer: D/static_file/43a5953ee4_1_20241121094344.png\nHuman Agent: Okay, to resolve this issue, what you would do is cancel the subscription in that apple cloud area, then resubscribe in the app to the same exact plan and number of devices, if you do that it will not charge you again and will properly enable the cameras again. \nCustomer: Ok\nHuman Agent: Let me know once you have done that so I can check it, or let me know if you have any trouble at any point. \nCustomer: Ok\nHuman Agent: Okay\nCustomer: D/static_file/086ac78765_1_20241121095357.png\nCustomer: It won’t let me add any devices\nHuman Agent: what occurs when you try to select a camera?\nCustomer: I get an error try again\nHuman Agent: also are you clicking Subscribe then selecting the camera? you wouldn't go to the subscriptions area bellow the main subscribing part, you would go to the main subscribing part at the top and select the plan, then price and resubscribe there. \nCustomer: Ok\nCustomer: D/static_file/6fd7f892b5_1_20241121100308.png\nCustomer: It says expired \nHuman Agent: your still in the cloud subscription's, back up to the main cloud page first, then choose the plan, and then the price at the top. \nCustomer: Ok\nHuman Agent: Okay\nCustomer: D/static_file/1324185c60_1_20241121100626.png\nHuman Agent: Did you make sure to cancel it in your apple cloud subscriptions first? perhaps it did not cancel there first. \nCustomer: If I cancel it it still say can use until Dec 16. That won’t fix it\nHuman Agent: That will fix it, because you are going to immediately resubscribe to the same plan, same amount of cameras so it will enable it onto the cameras again. as long as you choose the same exact plan, and amount of cameras when you are subscribing then it will not charge you again and jsut enable the cameras. \nCustomer: It worked. Thanks \nHuman Agent: Fantastic, thank you as well, have a great day."]
["Customer: Can I have seven cameras at two different locations on the same plan\nCustomer: What would be the charge for the seven cameras for 2 week recording\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. We do not have 2 week recording period plan. We have a 7 day or 30 day plan. As long as the cameras are on the same account they can be on the same subscription. \nHuman Agent: For the 30 day plan its 9.99 per camera per month\nCustomer: That is coverage for two different locations correct\nCustomer: Like to verify that that is at two different houses also does your stale or cell refurbished equipment\nCustomer: What is the price for your 7-Day plan\nCustomer: Hello are you still with me\nHuman Agent: Yes I am here. Our devices for sale can be found on Zmodo.com. For the 7 day plan its $4.99 per camera per month"]
["Customer: Hello I have a camera that I just added to my subscription but I can't see dlthe recording\nCustomer: -1\nCustomer: I can't verify my camera is recording \nCustomer: But I can't not go back to see the video rexording\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I would like to look up more details with the subscriptions and camera, what is the name you named this camera that your having trouble viewing the playback for?"]
["Customer:  How   to cancel \nCustomer: Hello \nCustomer: I want. Cancel. Zmodo \nCustomer: I am. Move  to apt no. More houses \nCustomer: ????\nCustomer: -1\nCustomer: Hello\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. If you have not already cancelled, you would do so via your Apple subscriptions since you are subscribed through Apple. Here is a link with information on how to do that. https://support.apple.com/en-us/118428\nCustomer: How  to subscription  remove \nHuman Agent: If you have not already cancelled, you would do so via your Apple subscriptions since you were subscribed through Apple. Here is a link with information on how to do that. https://support.apple.com/en-us/118428"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Agent \nCustomer: My app updated and I don't know where to see my cloud storage now. please tell me where to see it.\nCustomer: When I go to vault it says I have no storage\nHuman Agent: You can tap on Playback on the cameras to see the recorded footage, just like before the update. If you want to change your subscription, edit the subscription, or just see the subscription details, then you can tap on Store.\nCustomer: Ok. Let me take a look \nCustomer: Got it. Thank you \nCustomer: Seeing as my garage storage doesn't work anymore because I can't update the camera. If I cancel my subscription do I lose the month I paid for?\nCustomer: I have paid up to August 13th\nHuman Agent: Are you having trouble with that camera? It is still online and still recording even if it is not on the most up to date firmware.\nCustomer: Yes. But I can't see events\nHuman Agent: You can cancel the subscription if you would like and you will still have the remaining subscription time that was paid. The subscription will not renew again and will expire.\nHuman Agent: The camera should still make events. Can you tap on the camera on the Home page? Not on the Live or the Playback button, but on the camera itself?\nCustomer: Did you reset the camera? Because suddenly I see some events from today.\nCustomer: I do tap on the camera on the homepage and today is the first time it's made events in months\nHuman Agent: No, I have not done anything to any of the cameras on your account.\nCustomer: Maybe it decided to start working. Thank you for your help.\nHuman Agent: You're welcome."]
["Customer: Inable to change wifi so I reset cameras to new wifi. Need to get help \nCustomer: I have changed wifi on cameras but unable to get changed on funlux cloud\nCustomer: -1\nCustomer:  Can not change wifi on current account \nHuman Agent: Hi my name is Wendy.  Which camera are you needing help with? What is the name or device ID on the camera?\nHuman Agent: Looks like you got the cameras setup today, the cloud plans started to record footage as soon as the cameras were back online.\nCustomer: I changed wifi on all 3 cameras but can't get it changed on funlux\nCustomer: Should I cancel current cloud service and reestablish new account\nHuman Agent: What do you mean changed on Funlux?  Could you please explain in more detail what you need help with?\nHuman Agent: All 3 cameras show active cloud plans -you should be able to playback footage from after the cameras were setup\nHuman Agent: You have legacy cloud plan pricing, if you cancel you would lose the discounted rate that you currently have."]
["Customer: I want to talk to customer support \nCustomer: Hello?\nCustomer: Is someone going to help me out not?\nCustomer: -1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I made a payment for cloud and it went through I have proof through my bank but yet I don't have the cloud\nHuman Agent: Okay let me look up the subscription info one moment. \nHuman Agent: It shows on my end that you susbcribed and it went through google, then canceled, to get the service you would jsut have to resubscribe, as long as you select the same plan and pricing as before it wont charge you again and will enable the cameras to the plan.\nCustomer: I have a payment of 18.57 that I paid yesterday \nCustomer: I just canceled the subscription not even 5 minutes ago because my money got taken out and never got the benefits \nCustomer: If I'm not going to get the benefits then I'd like my 18.57 back that i paid for the month\nHuman Agent: Yes, you paid for the subscription then seemingly canceled it, so you would just need to resubscribe again in the cloud section to get the subscription going again. It wont charge youa gain as long as you select the same camera and pricing it will as I said jsut enable the plan onto the camera. \nCustomer: I canceled when you guys decided not to honor the subscription in the first place\nHuman Agent: ? the subscription is there for you to use if you resubscribe again, you just have to resubscribe and enable it onto a camera. \nHuman Agent: If you don't want the subscription then that's fine but if you want it you would do as I said and resubscribe to enable it onto a camera. \nCustomer: I resubscribed does it show?\nHuman Agent: Let me check, one moment.\nHuman Agent: Yes it shows you have susbcribed and the cameras are now enabled to the plan\nCustomer: Okay 👍🏽\nHuman Agent: Is there anything else I can assist you with today?\nCustomer: No\nHuman Agent: Okay, have a great day, goodbye"]
["Customer: Cancel subscription \nCustomer: -1\nCustomer: I could not find the option to cancel\nCustomer: Agent\nCustomer: Agent\nCustomer: Would like to cancel my subscription \nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?"]
["Customer: Cancel account please \nCustomer: Agent \nCustomer: 1\nHuman Agent: Let me take a look at your account.\nCustomer: Ok\nHuman Agent: I found a Yearly Premium Plan for one device on your account. I have canceled the subscription and it will not renew again.\nCustomer: Thank you. Are you going to send an email to that effect?\nHuman Agent: There are automated emails that are sent letting you know that it has been canceled and will expire."]
["Customer: I’d like to go back to my old plan\n\nCustomer: I subscribed to a new plan but I still can’t see  past footage\nCustomer: How can I lower the payment?\nCustomer: My subscription payment used to be 3.25 per camera \nCustomer: I want to contact customer support\nCustomer: Agent\nCustomer: Hi, I’d like to revert back to my old plan of $7.50 a month\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If you just subscribed the plan starts at the point you subscribed. Are you unable to see the footage after that point?\nCustomer: Yeah I can’t even see footage from a minute ago\nCustomer: I understand I can’t see footage from before I subscribed \nCustomer: But now that I am subscribed I can’t even see footage from a minute ago\nCustomer: Doesn’t make sense\nCustomer: Hello?\nHuman Agent: On my end it shows all the cameras are recording video, Are you able to perhaps restart your phone or delete the app and re install?\nCustomer: Point is I just want to revert back to my old plan\nCustomer: Yes all of them are recording but I can’t see past footage on the new one I subscribed to\nHuman Agent: On my end it shows you have the same plan as before, it was the 7 day plan previously and all you did was upgrade to add a camera to that plan. \nCustomer: Yes\nHuman Agent: Yeah, that one camera started Now, because it was subscribed now. A subscription does not Unlock video from before it was subscribed or anything like that it begins once it was started. \nCustomer: So that new camera I added doesn’t let me watch past footage from let’s say a minute ago\nHuman Agent: Yeah, that one camera started Now, because it was subscribed now. A subscription does not Unlock video from before it was subscribed or anything like that it begins once it was started. \nCustomer: I subscribed about 15 minutes ago\nCustomer: Yes I understand that\nHuman Agent: It started recording when there was motion, when there is no motion it only takes a photo every 10 seconds that it compiles into a video, its the same as the other cameras subscription. \nCustomer: D/static_file/b26a7ec9a8_1_20241210134735.png\nHuman Agent: Your plan is working as it should be for all the cameras. You just started the sub there's not allot of footage to review yet. \nCustomer: That doesn’t matter\nHuman Agent: Yeah, you cant try to review the footage from before the sub was activated. \nCustomer: It literally works on all the other cameras \nHuman Agent: it will pop up with that message if you try to review before the camera was susbcribed.\nHuman Agent: The other cameras were already susbcribed.\nCustomer: Why can’t I access footage from a minute ago?\nCustomer: If I subscribed several minutes ago\nCustomer: It’s obviously not working \nHuman Agent: You have to click playback. You are not waiting long enough for you to review the footage, footage is not instantly able to view in the playback area, it takes time for it to show in the playback section, if you want real time footage you would use the live feature instead. \nCustomer: How long does it take?\nCustomer: Yes I know about the live feature\nCustomer: That’s not what’s a concern\nCustomer: Again I would like to just go back to my old plan\nCustomer: and not have to pay twice as much for something that doesn’t work\nHuman Agent: This is not an issue with the plan. You have the same exact plan on this camera as the other cameras, It is working you are just not giving it time to record the footage to the cloud for you to review in the playback section. \nHuman Agent: If you don't want this camera subscribed you can change the plan in the cloud section at any time. \nCustomer: I’m paying more now\nCustomer: I don’t see no that’s fair\nCustomer: The old plan should stay the old price\nCustomer: It should be 12.50 a month not 15\nCustomer: I’m paying extra now just because I added a new camera \nHuman Agent: If you were getting a discount previously before the upgrade there is no way to revert that back. The normal pricing for the subscription is 5.99 per camera. \nCustomer: I don mind paying an extra $5\nCustomer: For one camera \nHuman Agent: You would pay more because you changed the whole subscription yes. \nCustomer: That’s so sad\nCustomer: It was literally just a few minutes ago\nCustomer: I guess I’ll just cancel all the plans\nHuman Agent: It is not possible to give you the pricing that was there previously before you upgraded.\nCustomer: I just want to remove the camera that doesn’t have playback\nCustomer: and revert to my old plan\nHuman Agent: I apologize but we don't have that ability, the discount that was there previously before the upgrade is gone. \nCustomer: Why can’t I get that pricing?\nCustomer: That’s very unfair to someone’s who’s been a loyal customer for years\nCustomer: It’s okay\nHuman Agent: On apple subscriptions, whenever you make a change to upgrade it changes the whole subscription, when subscribing it would of shown the price difference and how the pricing would be. It is a bit presumptuous of you due to you being unhappy with the pricing you could revert back to the previous subscription, any subscription service would not allow this, its also not at all possible for us to do from our end. \nCustomer: Thanks I guess\nCustomer: I’m unhappy because I paid for something and it doesn’t work\nCustomer: It’s not presumptuous if something I paid for doesn’t work in real time\nHuman Agent: It is working. I see it is recording footage.\nCustomer: Its disappointing \nHuman Agent: If youw ant real time viewing you would click live\nCustomer: I restarted my phone and re installed the app\nCustomer: Still doesn’t show on my end\nHuman Agent: Okay. \nHuman Agent: You would click playback to view the footage, are you seeing any footage?\nCustomer: No I can’t see any playback\nCustomer: It says I’m not subscribed \nCustomer: I subscribed around 11:30 right\nHuman Agent: Can you click playback then send men a screenshot of how it looks?\nCustomer: I can’t even see footage from let’s say 5 minutes ago\nHuman Agent: Apple tells me it was started at 1:11:02 PM central time. \nHuman Agent: Odd, on my end tis showing there is footage recorded, let me take a screenshot to show you how it looks for me. \nCustomer: It’s showing now \nCustomer: Thank you not sure what you did but it’s working\nHuman Agent: I didnt do anything\nHuman Agent: Is there anything else I can assist you with today?"]
["Customer: I need to cancel my cloud subscription.  I purchased new cameras and they use a different app. \nCustomer: Agent\nCustomer: Hello Grant. I need to cancel \nHuman Agent: Let me take a look at your account.\nHuman Agent: I took a look at your account and I see a subscription for 8 devices on your account. I just want to confirm, you want the subscription for all 8 devices canceled, correct?\nCustomer: Correct. \nHuman Agent: Alright, I will cancel the subscription so that it will not renew.\nCustomer: Thank you. Do you have a confirmation you can send me? \nHuman Agent: Thank you for your patience. I have canceled the subscription and it will not renew again. An automated email will be sent to your email address that the subscription will not renew. You can also see the status in your account."]
["Customer: Set up\nCustomer: i renewed my subscription and now my cameras are not recording and there is one I can't get to connect at all\nCustomer: -1\nCustomer: can I speak to a human\nCustomer: hello anyone there?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. what are the lights doing on the camera and are they solid or flashing?\nCustomer: the cameras are all working I can see them in the app but it keeps telling me I do not have a supscription\nCustomer: just nothing is being saved to the cloud\nCustomer: lynncooklpn@outlook.com\nHuman Agent: Right now the camera on this account is telling me it is offline.  The camera is not currently showing as subscribed on my end \nCustomer: i am watching it live right now from Nasville, TN and the cameras are in Pocahontas, AR\nHuman Agent: I am not able to provide info regarding subscription or camera status info for the account lynncooklpn@outlook.com for you, you are contacting from a separate account and that is private info, if you desire that info you will need to contact us from that account instead. \nCustomer: ok i will contact from my phone and see if that works\nHuman Agent: Okay, Have a great night."]
["Customer: Live agent \nCustomer: Hello Mira \nCustomer: I wanted to ask if there is any kind of promotion so I can get 24/7 footage on my other 2 new cameras. My trial ends today, but I do have the 24/7 footage for my other two cameras. So I wanted to know if there is any promotion or discount so I can get it for my other 2 cameras? \nCustomer: Need a live agent\nCustomer: I wanted to ask if there is any kind of promotion so I can get 24/7 footage on my other 2 new cameras. My trial ends today, but I do have the 24/7 footage for my other two cameras. So I wanted to know if there is any promotion or discount so I can get it for my other 2 cameras? \nCustomer: Hello? \nCustomer: Agent\nHuman Agent: We do not have any kind of promotion. I also recommend subscribing via the website instead of the app as that will make it so you lose your current promotion on the 2 you have already subscribed \nCustomer: No. I bought the 24/7 for my other 2 on November for a year\nCustomer: So I want to get it for all 4 cameras, but wanted to know if I could get any kind of discount. \nHuman Agent: There is no discount currently. \nCustomer: Oh man \nCustomer: Is there any phone number I can call? \nHuman Agent: There isn't not but if you would like to speak over the phone we do have the option to schedule a call."]
["Human Agent: Troubleshooting\nHuman Agent: My camera not recording \nHuman Agent: Love chat\nHuman Agent: Live chat\nHuman Agent: After I paid my subscription any cameras are recorded \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I check your account. \nHuman Agent: The cameras are not recording \nHuman Agent: I do see your cameras are actively recording. What sort of issue are you having when you attempt to view playback?\nHuman Agent: Said I have to paid my subscription camera la izquierda every time I go back to calendar said I have to paid and my subscription it's so 4 1 2025\nHuman Agent: Try to go 3 days back on la izquierda camera\nHuman Agent: Only show the garage one\nHuman Agent: Do you have the cameras grouped? \nHuman Agent: Yes\nHuman Agent: Right now there is a bug we hope to have resolved soon where going to playback on other cameras in the group will revert to showing the first one in the group. You can tap the name at the top of playback there though to swap to see your other cameras still though. \nHuman Agent: Yes when I go playback only show the front camera recordings only\nHuman Agent: Not the ones on izquierda and back\nHuman Agent: Tap on the name at the top so you can then select the other camera instead. \nHuman Agent: I did.\nHuman Agent: Nothing \nHuman Agent: Please show me a screenshot of what you're seeing when you try. \nHuman Agent: When I press the back camera and put playback or go to calendar to se yesterday activities only show the front camera\nHuman Agent: Ok\nHuman Agent: Okay, I'll check what you mean when you send the screenshot. Thank you. \n\nHuman Agent: D/static_file/b269ad2faf_1_20250305152649.png\nHuman Agent: D/static_file/bd9adac6db_1_20250305152657.png\nHuman Agent: The playback you're showing is for a different camera. Please tap the name at the top of the playback, then select the la izquierda camera. \nHuman Agent: I did that\nHuman Agent: I trying to explain it to you\nHuman Agent: I playback the left side of house\nHuman Agent: And when I press playback \nHuman Agent: Automatic show the front only\nHuman Agent: Then please send me a screenshot of what you see once you have selected the correct camera on the top section. As I mentioned, groups have a bug at the moment where it will go to the first camera of the group when you hit playback, but you can still change to the other camera by using the drop down option at the top of that playback page where it shows the device name. Your description of what you're doing is only going to the playback page, not hitting the name at the top of the playback page and then selecting the correct camera. \nHuman Agent: Still the same there no way u can remote work on my cameras?\nHuman Agent: Please send me a screenshot of the page after going to the playback page, tapping the name at the top, and changing to the other camera. \nHuman Agent: I will list the steps 1 by 1 again from the home page of your app, expanding on what you said you are doing. \n\nYou go to live.\nYou hit playback.\nIt shows the front camera.\nTap the name at the top of the page.\nYou can then select the other camera to view it's playback still."]
["Customer: You have a number i can call?\nCustomer: I need a number right now\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Agent\nCustomer: -1\nCustomer: You don’t solve nothing\nCustomer: I have problem With the subcription i need to talk With someone by a phone call \nCustomer: I don’t want cancel the subcription,i need a number because you don’t solve nothing\nCustomer: Last time i talked with someone because i can’t now\nCustomer: Yo don’t solve fkng nothing your dumb or what?\nCustomer: I need a call for good explanation\nCustomer: If you don’t solve this i need to take another way to solve this because is the protection of my house \nHuman Agent: You can tap on Schedule Call to make a callback appointment if you would like to speak to a representative on the phone.\nCustomer: Yeh\nCustomer: D/static_file/e45a5894eb_1_20241031092028.png\nCustomer: I can’t submit \nCustomer: Your Service is bad \nCustomer: Let me explain. I paid for a subcription for three cameras for 14.99 as I always do and two of the three cameras do not récord the Rest of the day. It only works live.I need to resolve this as soon as possible since I live in an área With high level of theft.\nHuman Agent: You need to put in one phone number and remove the dashes from the phone number.\nCustomer: I try many way and nothing \nHuman Agent: The phone number section can only have one phone number, and no spaces or dashes in it.\nCustomer: You need to put it in the instrucción \nCustomer: I don’t know how I come back for this page \nHuman Agent: As far as the subscription goes, you can edit the enabled devices in your app. Tap on the \nHuman Agent: I sent the callback invitation again.\nHuman Agent: As far as the subscription goes, you can edit the enabled devices in your app. Tap on the Cloud tab and scroll down to the active subscription. Tap on View Details and then tap on Edit. Then you can change the enabled devices. \n\nIf editing the enabled devices does not work, then you can cancel the subscription in your Apple account and then resubscribe, selecting the cameras you want subscribed. If you subscribe to the same plan and through the same Apple account, it will not charge again and will just reactivate the subscription.\nCustomer: I could ready\nHuman Agent: So you could submit the callback form? Or did you have questions about the instructions to edit the subscription that I sent?"]
["Customer: I have paid for cloud service on two cameras: one the doorbell and the other the TV room. When I just swapped a camera out in the TV room, I list cloud service for the TV room. I should be getting cloud service on that camera in TV room until 2/15/25 since I paid $98.98 on 2/15/24 that covers two 7-day cloud service fir each of the two cameras ( door bell and TV room). Can you add 7- day cloud service for the TV Room until 2/15/25?\nHuman Agent: Hi my name is Wendy.  I see (3) active 7-day yearly plans currently on cameras ZMD14GRDA244531, ZMD14GRDA244526,  ZMD14GWHA000032\nHuman Agent: I could cancel the cloud plan on unbound camera ZMD14GRDA244531 and then move the remaining cloud time to a different camera on your account that doesn't have an active plan.\nHuman Agent: You currently have a legacy plan discount unfortunately when the plan is cancelled you will lose this discount.  Please let me know i f you would like the plan cancelled.\nCustomer: Please move the remaining cloud time to the camera ZMD24H6H4001335 which replaces camera ZMD14GRD244531, which is going to a new Bedroom location without cloud service. So, I am adding the ….1335 camera to my group."]
["Customer: Cancel subscription \nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like you have 3 cameras subscribed, are you wanting to cancel all 3 subscriptions?"]
["Customer: I am experiencing issues/errors with my subscriptions. I would like to speak to a human\nHuman Agent: How can I assist you with your subscription?\nCustomer: Hello. I am not sure when or how it got screwed up, but I thought I was paying for the 7-day cloud service on my Front Door and Driveway cameras\nCustomer: I have tried to update it myself within the app but it doesn’t allow me to\nCustomer: It says subscribed to “_newplan” and isn’t recording anything. Completely missed a vehicle being stolen from in front of my house\nHuman Agent: Those cameras both show as subscribed and recording. What is it that you are trying to update? \nHuman Agent: What do you see when you tap on Playback for the cameras?\nCustomer: D/static_file/fc21965e2b_1_20250102113842.png\nCustomer: Huge sections of grey in which are not being recorded\nCustomer: D/static_file/c28a4165aa_1_20250102113938.png\nCustomer: Shows that I am only subscribed on Driveway, my apologies\nCustomer: D/static_file/d5b7862895_1_20250102114042.png\nCustomer: Will not allow me to select the front door bubble\nHuman Agent: The gray section means that there is footage there. The blue and the orange lines are motion detection. The subscription that the camera is on is a Yearly Premium Plan for two devices that your started in the web app. You would not change anything through the mobile app for it since that subscription would be through your Apple account.\nCustomer: I don’t understand how I have zero evidence of a vehicle being stolen directly in front of that camera then.\nCustomer: I also don’t understand why it would have anything to do with my apple account when I pay with my card\nHuman Agent: There could be multiple reasons that there is not a motion event there. As far as the subscription goes, Apple processes the payments for in-app purchases on their devices. You can use a credit card or debit card in your Apple account. The camera is subscribed through the web app at user.zmodo.com so that goes through our payment processor and not through Apple.\nHuman Agent: So you would not edit it through your mobile app since the camera is already subscribed.\nHuman Agent: Now, for the camera not making an event, there are some things that impact motion alerts. There's a 'cool down' period between motion alerts, so not every event prompts a notification. The camera's alert system relies on frame comparisons; significant changes to the image are more likely to trigger an alert, minor movements may not trigger alerts.\n\nAlso, if the camera does not have a good connection to the network, then it may lose features (missing events, footage that 'skips' or 'jumps', all the way up to the camera going offline). That is typically caused by the signal strength at the camera or the upload bandwidth.\nCustomer: Ok well I went through the apple subscription and paid for two devices then. I’m not going to get charged a 2nd time through your payment processor now am I?\nCustomer: It was the middle of the night, car with headlights stealing a trailer directly in front of the house. Driveway caught it but the front door didn’t update/was “skipping” the entire event. Camera was not offline.\nCustomer: On the other side of the wall from the router. Not happy\nHuman Agent: Did you just now increase the number of subscribed devices to 2? Because the pictures you sent show for just one device. And the camera is already subscribed to the Premium Plan, so you would just be paying for it twice. If you want to cancel the subscription through the web app, you can go to user.zmodo.com and cancel the subscription, then once it expires, you could subscribe it through your Apple account if you would prefer.\nHuman Agent: There could be a few reasons that there was not a motion event from that camera. If there was a previous event within 3 minutes from that camera, then it would not have created another event. If the camera detected motion, however, there would be footage there, you would just go to that time. The camera's alert system relies on frame comparisons; significant changes to the image are more likely to trigger an alert, minor movements may not trigger alerts.\nHuman Agent: Are you there with the camera at this time? If you are, then you can test the upload bandwidth and the signal strength with the camera."]
["Customer: Agent \nCustomer: I need help with my cloud service \nHuman Agent: How can I assist you with your cloud service?"]
["Customer: I have a subscription, but on the app it’s saying I don’t and if I go to add a subscription, it says I already have one\nCustomer: 1\nHuman Agent: Hello, my name is Grant. It looks like you had two subscriptions on your account. One was managed through your Google account and the other was managed through your Apple account. The Google subscription expired and it turned off the Apple subscription. I turned the status of the subscription back on."]
["Customer: I need to speak with someone about my account please\nCustomer: agent\nHuman Agent: How can I assist you?\nCustomer: I’m trying to cancel my subscription.. call u help?\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: no…\nHuman Agent: If you do not have access to an iOS device currently you can follow this guide on how to cancel your subscription via Apple. https://support.apple.com/en-us/HT202039\nCustomer: thank you!\nHuman Agent: You're welcome."]
["Customer: Agent \nHuman Agent: How can I assist you?\nCustomer: So on 9/3/24 $149 was talking out of my account.  But my cameras aren't recording.  The site says no subscription when I tried to go through it. Now it's asking for $299. I want my 149 back \nCustomer: Hello\nHuman Agent: Let me take a look at your account.\nHuman Agent: I do see a subscription on your account that last renewed on 9/26/2024. I am looking now to see why the cameras are no longer subscribed.\nCustomer: Ok\nHuman Agent: Thank you for your patience. After that subscription renewed, that charge was disputed by the customer and was refunded. Due to the dispute and refund, the subscription was disabled. You can start a new subscription on the cameras if you would like them to be subscribed and record footage to the cloud.\nCustomer: Ok. Thanx for your help\nHuman Agent: You're welcome.\nHuman Agent: Do you have any other questions?"]
["Customer: Cancel \nCustomer: Agent\n\nCustomer: Cancel all subscriptions\nHuman Agent: Let me take a look at your account.\nHuman Agent: I see a Monthly Premium Plan for 2 devices on your account. Please give me a couple of minutes to cancel that subscription so that it does not renew again.\nCustomer: Ok\nHuman Agent: Thank you for your patience. I have canceled the subscriptions on those devices and they will not renew again.\nCustomer: Thank you\nHuman Agent: You're welcome."]
["Customer: Meshare plan\nCustomer: I canceled my plan but keep being charged\nCustomer: Agent\nCustomer: “Agent”\nCustomer: I canceled my meshare subscription in Oct 23, but was still billed nov,dec,jan. Since it was a small amount i didnt notice until now\nCustomer: 1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account here, one moment.\nCustomer: Thank you\nHuman Agent: It looks like you have one camera subscription that has not been canceled, I can cancel it for you so it will no longer renew in the future, are you wanting it to be canceled?\nCustomer: Yes please\nCustomer: I no longer have the cameras\nHuman Agent: Okay, one moment while I cancel it. \nHuman Agent: I have now canceled the subscription, it will no longer renew from this point onward and the end of service date is 2025-03-25. \nHuman Agent: Have a great day. \nCustomer: Ok"]
["Customer: Good morning. I activated cloud service last night for doorbell camera, but it isn’t working. The camera reads like a plan is not active but app shows plan is active and charge was made to my account t last night as well. How can this be fixed please?\nCustomer: How can I contact customer support?\nCustomer: Agent schedule\nCustomer: Age t\nCustomer: Agent\nCustomer: When will agents be available\nCustomer: Agent\nCustomer: Morning Grant\nHuman Agent: I synced and restarted the camera. It is showing as subscribed, but looks like it was not saving footage to the cloud server. Syncing the camera and restarting it typically resolves that issue.\nHuman Agent: It usually will start showing you footage within 10 minutes, but can sometimes take up to 60 minutes for the camera to record a small backlog of footage before it shows in the app.\nCustomer: Ok so I should be able to see it work going forward? Thank you. Let me pull it up in a few minutes and check. Have an awesome day\nCustomer: Ok, then I’ll wait an hour. Thnx again\nHuman Agent: You're welcome. Please keep a close eye on it and do not hesitate to contact us if that does not resolve the issue."]
["Customer: This phone is broken. I need to change my Main email address to be JJohnson zero 22 1986 @Gmail\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Once an account is created with an email there is not a way to change it\nHuman Agent: You can set a contact email from the Me section but that is all. \nCustomer: ? ! I can’t see the play back video! \nCustomer: I’ve added my email \nCustomer: My number is now 8437125419\nHuman Agent: Right now there are no cameras bound to this account, they are only being shared over from another account. \nCustomer: I know! Jajohnson030. That’s me too !   But it says that I’m not found as that user I can’t access the playback I need help please\nHuman Agent: If you cant see playabck video then that part of the sharing may not be allowed. You would have to cancel the sharing then resend the share request with those permissions for you to see the video form this account it sounds like.\nHuman Agent: Otherwise you would have to log into the main account to view the live as well as playback.\nCustomer: I can’t login under my old email address I have my account number I have everything needed I need help with this can you please give me a call I’ll verify anything that you need me too\nHuman Agent: that would not be possible, we don't verify that way. To see the cameras live video to playback you would have to be logged into the main account or have tat shared over from the main account. If you don't have that ability then you would want to unbind the cameras from the other account to add them to this account, we can do that by going through the unbind process, this can be started with either you sending the invoice from the purchase of the cameras to me for the unbind or I can send an unbind request to the email the cameras are currently bound to to remove it. \nHuman Agent: Do you have the purchase invoice?"]
["Customer: How do I cancel this\nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like your subscription goes through apple for the processing, you would go into your phone settings to your apple account, click subscriptions, then select the subscription and choose to cancel, once canceled it will show/say an expiring date on it."]
["Customer: Want to cancel my subscription \nCustomer: Agent\nCustomer: Agent \nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: I don’t see the subscription on my Apple account\nHuman Agent: Then you may have used a different Apple account to start the subscription. If you do not have access to an iOS device currently you can follow this guide on how to cancel your subscription via Apple. https://support.apple.com/en-us/HT202039\nCustomer: I have access to an IOS account\nCustomer: I just don’t see the subscription under any of my accounts\nCustomer: Could you please provide which Apple account is linked to this subscription \nHuman Agent: No, unfortunately I cannot. We do not have that information."]
["Customer: I can’t get my subscriptions to start recording \nCustomer: Customer support number \nCustomer: Agent \nHuman Agent: Hello, you've reached customer care. My name is Grant. One moment while I review your account.\nHuman Agent: So, it looks like you have a device subscribed that was previously on your account, but is no longer on this account. That would be preventing you from editing the enabled devices. I will clear the subscription from that camera so that you can edit the enabled devices in your app.\nCustomer: Ok\nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “Enable” at the bottom.\nCustomer: Yes \nCustomer: It keeps saying error try again later \nCustomer: Agent \nCustomer: Agent \nHuman Agent: You may want to try to restart the app or uninstall and reinstall the app.\nHuman Agent: You can also go to your Apple account and cancel the subscription and then resubscribe to the same plan using the same Apple account in the Zmodo app. It will not charge you again and it would reactivate the subscription."]
["Customer: agent\nCustomer: agent\nCustomer: hello\nCustomer: i having issues with one of my subscribed camara\nCustomer: the one named porch is not recording\nHuman Agent: How can I assist you?\nCustomer: one of my subscribed camara is not recording\nCustomer: porch\nHuman Agent: What do you see when you tap on Playback for that camera?\nCustomer: D/static_file/75afb767d1_1_20241118131208.jpg\nHuman Agent: What happens if you tap on that motion alert?\nCustomer: D/static_file/28ede6b27b_1_20241118131333.jpg\nHuman Agent: Can you try viewing the Playback from the camera on another phone or tablet or through the web app at user.zmodo.com?\nCustomer: ok\nCustomer: is working on my computer\nHuman Agent: Then it looks like it is just an issue with your app. Can you restart the app or uninstall and reinstall the app?\nCustomer: i did already\nCustomer: i deleted and reisntalled\nHuman Agent: Lets try it again. Because the issue is clearly with the app since it works fine on your computer.\nCustomer: how should i restart it\nCustomer: what is the best option?\nHuman Agent: You can close the app and open it again. If you have trouble closing the app, then in your phone settings there will be an option to Force Close or Force Stop the app.\nHuman Agent: You can also turn the phone off and then turn it one again.\nCustomer: i did\nCustomer: and is still the same\nCustomer: not working\nHuman Agent: What exactly did you do? What steps did you take?\nCustomer: both\nCustomer: i deleted the app and reisntalled\nCustomer: i also try force close and reopen\nHuman Agent: Okay, can you turn the phone off and turn it back on?"]
["Customer: Troubleshooting\nCustomer: Why I can’t see today’s morning recording?\nCustomer: I need to call somebody \nCustomer: Agent \nCustomer: Agent \nCustomer: Hi, I lost a delivery package and I am not able to retrieve the morning recording \nCustomer: Can you help me fix that?\nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. what is the name of the camera you are trying to get footage from?\nHuman Agent: Samir90 camera was only online breifly today, if its that camera then it was offline during allot of today so I don't think there's any footage, it seems to drop on and offline allot you may want to consider repositioning the camera to get a better signal or bringing it closer in the future.\nCustomer: Why it was off?\nCustomer: It’s located beside the WiFi \nHuman Agent: it doesn't tell me why, it just says it was offline.\nHuman Agent: the lights can tell you a bit, at the time if it was offline with flashing blue or green lights that means it lost connection from the routers signal, if it was solid blue but offline that means its connecting to the router but the router is not giving it any internet. Are you able to see the lights on the camera right now?\nCustomer: It’s flashing green now, what should I do \nHuman Agent: that means its not connected to the network at all, you can first try rebooting the camera by unplugging and plugging it in, if when it boots up does not connect then you would want to reboot the router next. \nCustomer: I really need the recording from 10AM, it’s a very important package that shows delivered but I can’t find it.\nCustomer: Why I am paying for this shit security system\nHuman Agent: the camera was not online during that period of time, sadly it didnt take any video footage.\nCustomer: Ok I did all that and it still not working \nHuman Agent: Okay, if the camera is still offline then try going through the setup with the camera, perhaps you accidentally reset it."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Hi there ! How can I call to speak to someone\nCustomer: Hi grant ! \nCustomer: I had android but changed to apple , how do I Apple Pay \nHuman Agent: When you subscribe through the mobile app on your iOS device, the subscription will be managed by your Apple account and will charge to the payment method that you have setup in your Apple account."]
["Customer: Good afternoon \nI see the camera I pay for annually is not listed on my account and it is not recording properly \nCustomer: Iif you look in my payment history you will see I have a camera I pay for annually in February. It is not recording for me right now\nCustomer: Like what info?\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Is anyone there?\nCustomer: My camera I pay for annually isn't recording events\nCustomer: -1\nCustomer: -1\nCustomer: -1\nCustomer: -1\nCustomer: -1\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Anybody home???\nCustomer: Can you call me?\nHuman Agent: Which camera on your account is not recording?\nCustomer: The one I pay for annually in February.  I don't have the number in front of me right now\nHuman Agent: There are multiple cameras on your account that are subscribed. There are two cameras on the account that are showing as subscribed, and it looks like both are recording.\nCustomer: Can I leave this page and come back to it?\nCustomer: But not the one I pay for annually. \nCustomer: The one ending in 1365 is not recording \nCustomer: I believe it is the annually paid for\nHuman Agent: No, that camera was on a monthly subscription, but it is not any longer. It looks like the subscription was canceled on 2/23/2024.\nCustomer: I paid for it on 2/28/24\nHuman Agent: The camera on the Yearly Plan is the camera named \"GP Front Door\".\nCustomer: Do you see my payment history? \nCustomer: Monthly I pay for two cameras. The one ending in 1365 is not recording \nCustomer: Maybe the second camera in that payment is a camera that no longer works\nCustomer: ?\nCustomer: I pay for three cameras and only two are recording \nHuman Agent: That camera is not recording. You contacted us by email earlier this month asking if we could move the subscription from a camera that is no longer working and asked if we could move the subscription time to that camera. The representative told you that they could do that, but it would require them to cancel the subscription and move the remaining time to that camera. Then once the subscription expired, you could start a new subscription if you wanted to continue the recording on that camera.\nCustomer: 14 back door isn't recording \nHuman Agent: You replied that you did not want that done and wanted to leave it the way it was.\nCustomer: Give me a minute to read please\nCustomer: Can you only charge for the one camera that is working and take the not working camera off please?\nCan you notify me when you have deals?\nHuman Agent: I can cancel the subscription on the camera that you said was not working in your email. Any available discounts would show in the cloud section of the app when available and I would not be able to send an email when ones that apply to your account start so it would be best to just keep an eye out there for available deals as time goes on. Occasionally you may also receive automated emails for certain deals as well.\nCustomer: If you don't mind I would like to check on the camera that isn't working. Then I'll contact you.\nSorry for all my confusion \nHuman Agent: That is fine. Please contact us again and we would be happy to help.\nHuman Agent: Nothing to apologize for. Just let us know.\nCustomer: Thank you for your time today.\nCustomer: 👍\nCustomer: Have a great day!\nHuman Agent: Thank you. You have a good day, too."]
["Customer: Cloud\nCustomer: Representative\nCustomer: Hello\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I was looking at the new premium cloud services for 49.99 which I have but I do not have the playback and video making, but I see now is being offered in the plan\nCustomer: What will be my options?\nCustomer: I just paid in October the annual fee\nHuman Agent: What plan do you currently have? if you wish to change plans you can do that but it will charge you again for the service change. \nCustomer: ??\nCustomer: That’s what I wanted to know. I just paid the 49. 99 last month.\nHuman Agent: If you go to the cloud section and scroll down you will be able to see the plan you are currently subscribed to typically, what does it show there?"]
["Customer: I added 2 more cameras to my account about a week ago for a cost of 9.99.  I was having trouble setting them up and thought that would help.  I have used them in past years and they worked fine.\n\nI already have a meshare account with all my camera on it.  I only use two of them for part of the year.\n\nI want to see if I can cancel the additional monthly charge of 9.99, we already pay 29.95 per month which we have done for several years.\n\nCan you help me cancel the additional 9.95 eyes started by mistake.\n\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy\nCustomer: Are you able to read the message I sent you above about the additional charge of 9.99?\nHuman Agent: I see two apple cloud plans were subscribed on Oct 6.  ZMD19H3I8D00043 , ZMD19H3I8D00556  Are these the cloud plans you want to cancel?\nHuman Agent: Both cameras show online.  What issues are you having with them?\nHuman Agent: What are the names or device IDs on the cameras that you want to cancel the cloud plans?   The device ID will be listed on a sticker on each camera and start with ZMD \nCustomer: We have paid 29.95 for our plan for several years since we set this up.  I started another one about a week ago for an additional 9.99 thinking it would help but I was trying to do that is the one I want to cancel.  \n\nTo the cameras we have we only use part time and I was trying to get them set up again and having problems, which I’ve now resolved, I don’t want to cancel plowed plans on any of my devices as I have used all of them for several years.  \n\nCan you tell me if you see this addition to meshare that I started about a week ago?\nHuman Agent: I see two apple cloud plans were subscribed on Oct 6.  ZMD19H3I8D00043(laundry) , ZMD19H3I8D00556(driveway)  Are these the cloud plans you want to cancel?\nCustomer: Yes\nHuman Agent: I am unable to cancel the subscription on my end, as you are subscribed via Apple but you can follow this guide on how to cancel your subscription via Apple. https://support.apple.com/en-us/HT202039\n\nCustomer: Thank you I’ll do that\nHuman Agent: You're welcome"]
["Customer: I would like to cancel my account \nCustomer: Agent\nHuman Agent: Hi my name is Wendy\nHuman Agent: Do you have active cloud plans you want to cancel?\nCustomer: Yes I would like to cancel all \nHuman Agent: Okay.  Please wait a few moments\nHuman Agent: The cloud plans have been cancelled.\nCustomer: Thank you! \nHuman Agent: You're welcome!"]
["Customer: Hello \nCustomer: Customer service number \nCustomer: Agent please\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\nCustomer: Hi Kylie. Let's chat here and see:)\nCustomer: I'm trying to watch a footage from yesterday but I cant?\nHuman Agent: Okay, is there a specific camera youa re trying to view yesterdays footage from? I only see one camera is subscribed on the account here. \nCustomer: From the kitchen camera\nHuman Agent: ah, it also looks like you started that only today. The cloud service starts from the point you subscribe, it is not retroactive to effect video from before the subscription was started. \nCustomer: Oh no!! 🥲\nCustomer: So there is no way I can watch old footage?\nHuman Agent: There unfortunately wouldn't be any footage from yesterday by this point for any of the cameras. cameras without cloud service make short clips, those clips from the point they are created last for 12 hours before they overwrite to make room for more footage. Unfortunately based on teh time right now you are trying to view any of that from before the subscription was started 12 hours would still only be footage from today."]
["Customer: I would like to cancel my service \nCustomer: Agent \nHuman Agent: Hello, my name is Grant. I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?"]
["Customer: Hi \nCustomer: Need to speak to operator now \nCustomer: I don’t see it \nHuman Agent: Hi my name is Wendy.  How can I help?\nCustomer: I’m trying to look back on a incident on I cloud \nCustomer: On the cloud the part I want to look at every time I look it skips that part \nHuman Agent: Camera named front has a cloud plan.  Is this the camera you are wanting to playback?\nCustomer: Yes \nHuman Agent: Tap on the playback button, choose the date, scroll to the time you are wanting to playback\nCustomer: There’s footage from January 11 2025 9:10 am till 9:14 am but it pauses then skips \nCustomer: I did bu there a specific time it skips \nCustomer: Right were video I want to see comes out \nHuman Agent: We do not store any additional footage on our end.  What you see on the app is what is available.\n\nCloud recording records full video when the device detects motion or otherwise will do a screenshot every 10 seconds when there is no motion.\nCustomer: But it is skipping the specifics incident I want to see \nCustomer: It suddenly pauses then skips \nHuman Agent: You are using the playback button and scrolling to the time you are wanting to view?\nCustomer: And there is motion \nCustomer: Yes of course \nCustomer: Can you call me \nCustomer: 7873700318\nHuman Agent: I'm not a phone agent but I just sent you an invite to schedule a callback\nCustomer: Ok"]
["Customer: Troubleshooting\nCustomer: My wifi password changed and I need help yo get my camera back\nCustomer: I tried that but it is not reading the numbers on back if camera \nCustomer: So I have to push the plus sign and add new camera \nCustomer: How will it know to switch the payment info\nCustomer: I pay monthly \nHuman Agent: Hello, my name is Grant. Connecting the cameras with your new Wi-Fi password will have no affect on your subscription. The cameras will remain subscribed."]
["Customer: Hello, I would like to cancel my subscription. \nCustomer: What details is required to cancel my subscription?\nCustomer: First Floor\nService: 7-Day Cloud Plan\nRenews on 04/12/2025\nCustomer: I could cancel it on my end. Can you please call it for me? \nCustomer:  Hello Grant, can you please cancel all my subscription on this account please? As I no longer need your services. \nHuman Agent: You would like the subscriptions canceled for all of the cameras on your account or just the \"First Floor\" camera that you mentioned previously?\nCustomer: On all my cameras please? \nHuman Agent: Alright, please give me a few minutes to get the subscription canceled.\nCustomer: Thanks Grant. Perfect will do\nHuman Agent: Thank you for your patience. I have canceled the subscription on your account and it will not renew again. Do you have any questions?\nCustomer: Nope, Thanks.\nCustomer: Have a great weekend.\nHuman Agent: You're welcome. You have a good weekend, too."]
["Customer: I unsubscribed to the garage camera a year ago, now I see it has been resubscribed for another year through 2025.  Please refund the amount for 23-25 year.! I have unsubscribed AGAIN!!\nCustomer:  unsubscribed and deleted the camera but how do I contact customer support directly?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date. \nCustomer: The phone number is not listed there, would you please provide it for me?\nHuman Agent: We do not have an Inbound phone number that can be called. \nCustomer: Hi Kylie, You chat bot says you do.  I did cancel it a year ago! Along with deleting it. I only received the renewal a few days ago and because the actual amount wasn’t in the email I was unaware of the amount being charged.  Only when I saw it on my card do I realize that you had never processed the unsubscription a year ago!!!!!\nCustomer: Hello?\nHuman Agent: I apologize if the Bot said trhat, we used to have an inbound phone number in the past but no longer have that. We only have outbound calling that is done Via schedule, However, I looked up your account and see that the subscription has been ongoing since 11/22/2021, and was never canceled, the subscription was not canceled until recently. As I stated before the cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date. \nCustomer: As I said before, a year ago I deleted the camera and UNSUBSCRIBED it.  It is broken!!! I can’t help it if your software had a glitch and did not recognize the unsubscribe.\nCustomer: nd to be honest your renewal email wording and timely are both suspect.\nCustomer: I have kept the subscription for the other camera with you but why should I continue with your services when there are so many other vendors out the with much better services and customer interfaces.\nHuman Agent: The camera is still bound to the account, it has not been deleted at all. If you had trouble with unsubscribing you could have contacted us to assist you with that process sooner, After it renews it sends an email, which you said you received, it sends one of these each time it renews. Regardless of that information though it is as I stated and the subscription is non refundable, this is stated in our terms of service which were agreed to when you subscribed, it automatically renews unless canceled which did not occur which is why it renewed. \nCustomer: It was deleted and unsubscribed!!!!!!!!!! I know you’re looking at it still in you system but no software is perfect and glitches do happen.\nCustomer: If you look at the history of the camera you will see that it has not been broadcasting to you for at least a year\nCustomer: the only camera communicating with you has been the camera named “stairs\"\nHuman Agent: I looked up your account when you contacted, it shows the account within the chat details here, the cameras are still bound to your account. We are not able to review cameras online history for more then a week in the past, I cannot verify how long it has been offline. \nCustomer: Do I get the middle finger?\nHuman Agent: This is set in stone, it is non refundable, I am unable to assist you with a refund for this matter as it is not possible. \nHuman Agent: The time is still available if you have another camera you wish to move over the leftover time onto that can be done by us, otherwise the leftover time is tied to this camera currently. \nCustomer: Can I add the time to the only camera that is working?\nHuman Agent: That camera does have time already, the leftover time can only be added to cameras without a subscription, or cameras that do not already have cloud time on them. \nCustomer: So be it. I just received an email asking how my service was today, guess what I’m going to say?\nCustomer: It’s hard to add time to a camera that doesn’t work.\nHuman Agent: I apologize that this is not the outcome you wanted, in the future should you ever subscribe again be sure to cancel or contact us for further assistance. Is there anything else I can assist you with before we go?\nCustomer: Not today"]
["Customer: Hello \nCustomer: I have subscribe for my cameras and they looked at they're not working\nCustomer: I can see them, but they are not recording\nCustomer: I have a subscription. Can you check to see if he's active?\nCustomer: It's not telling me nothing\nCustomer: To see if my subscription is active it's not showing me nothing\nCustomer: I already been\nCustomer: Did\nCustomer: When something moves on the back, it does not record. Looks like my subscription is not active.\nCustomer: Can I get the phone number to call?\nCustomer: Agent\nCustomer: Ok\nHuman Agent: \nHello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\nCustomer: Feel free to call me at 215-669-3973\nHuman Agent: If you would like a call you would need to submit a call with this call scheduler\nHuman Agent: Be sure when you fill out the phone number area not to put any dashes or spacing or else it wont allow you to submit the call block for yourself. \nCustomer: Ok\nHuman Agent: Okay"]
["Customer: I need to cancel my subscription\nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. As you are subscribed through Apple you will need to cancel through your Apple subscriptions. Here is a link with more information on how to cancel. https://support.apple.com/en-us/118428"]
["Customer: Service Agent\nCustomer: Ok, thank you\nHuman Agent: How can I assist you?\nCustomer: I just realized my Zmodo cloud amount for payment is increasing on September 22\nHuman Agent: Are you wanting to cancel the subscription on your account?\nCustomer: Can you still use your cameras if you cancel \nHuman Agent: You will still have the remaining subscription time on the cameras until it expires.\nHuman Agent: Canceling the subscription turns off the autorenewal and so it will just expire.\nCustomer: What can view on the cameras without service\nHuman Agent: You would be able to view the Live video and the 10 second clips of motion.\nCustomer: How long do views last without service \nCustomer: Is there any way to keep my service at a lower rate\nHuman Agent: You should be able to view the motion clips for 36 hours.\nHuman Agent: The subscription your currently have is the Monthly Premium Plan for 4 devices. That is $4.99 per device, so it should charge $19.99.\nHuman Agent: The Premium Plan is $4.99 per month or $49.99 per year. The Platinum Plan is $9.99 per month or $99.99 per year. The subscriptions are all per device.\nCustomer: There’s not any way to keep my current rate, I’m now paying $13.24 per month \nHuman Agent: That is a bundle discount that is no longer available. You may have canceled the subscription and then resubscribed, which would have set the price back to the regular price.\nCustomer: I want to just cancel the service and stop payment \nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: Yes\nHuman Agent: Open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option.\nCustomer: Ok, thank I was able to cancel \nHuman Agent: You're welcome.\nCustomer: Thank you for your help\nCustomer: That’s all I needed, I appreciate your help today \nHuman Agent: You're welcome. Have a good day.\nCustomer: You too!  Have a wonderful day!\nHuman Agent: Thank you."]
["Human Agent: How can I assist you?\nCustomer: im trying to upate my paymeny method, bu yhr 'update' button is gryedout\nHuman Agent: The subscription on your account is managed through your Apple account. The subscription will use the payment method that you have setup in your Apple account.\nHuman Agent: Looking at your account, it looks like you may have already done that and the subscription successfully renewed earlier today.\nCustomer: ys, but it is renewing via a crredit card in my itunes account. i would like to have it go directly from the credit card, but not from itunes\nHuman Agent: Apple processes the payments for all in-app purchases on their devices. So if you subscribe through the mobile app, the payment will be processed through your Apple account.\nHuman Agent: If you do not want it managed through your Apple account, then you can cancel the subscription and when it expires subscribe through the web app at user.zmodo.com\nCustomer: if i cancel the subsciption, i have to re-enter all the device names, etc?\nHuman Agent: No, canceling the subscription does not remove the devices from your account.\nCustomer: i see it will renew on 11/25. how do i cancel the subscription\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: yes\nHuman Agent: Open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option.\nCustomer: ah yes i see it - so i cn cncel now, ad re-enter credit card info ? or should i wait til 11/25\nHuman Agent: If you do not want it managed through your Apple account, then you can cancel the subscription and when it expires subscribe through the web app at user.zmodo.com\nCustomer: ok thanks\nHuman Agent: You're welcome."]
["Customer: Hola\nCustomer: Necesito acceder a grabaciones del día de ayer\nCustomer: -1\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. No veo dónde grabaron ninguna de las cámaras ayer, por lo que no hay imágenes grabadas de ese período de tiempo."]
["Customer: I paid for 2 one year subscriptions today and when I try to viewfinder from those devices it says they have expired. Why?\n\nHuman Agent: Hi my name is Wendy.  One moment I will check your account.\nCustomer: Paid subscriptions working\nCustomer: Not working\nHuman Agent: I see (2) 7-day yearly plans on cameras home 1 & home 2 -they will next renew around Oct 3 2025 unless cancelled before the renewal date.\n\nboth cameras show to be recording.  What date/time are you trying to playback?\nCustomer: When trying to virusand events from them it won't show them and says the subscription has expired\nHuman Agent: are you trying to playback from cameras home 1 & home 2?  \nCustomer: View events\nHuman Agent: What is the name or device ID on the camera you are trying to playback?\nCustomer: Not even tried play back just view events\nCustomer: Home1 or 2\nHuman Agent: Could you provide a screenshot of what you are looking at?\nCustomer: How would I send that?\nHuman Agent: either attach it here or email it to me at support@zmodo.com\nCustomer: I may have gone out of the app before doing the screen shot but now it seems to be working as expected\nHuman Agent: oh great! \nHuman Agent: Glad its working now"]
["Customer: Troubleshooting\nCustomer: i was thinking about subscribing to the cloud on 4 of my devices and now on the app it says closed\nCustomer: it says subscriptions closec\nCustomer: it says closed\nCustomer: i did that\nCustomer: im trying to purchase\nCustomer: i want to talk to a LIV\nCustomer: i want to talk to a LIVE PERSON\nCustomer: agent\nCustomer: ok\nCustomer: im here\nHuman Agent: Hello, you've reached customer care, my name is Kylie. So are you trying to susbcribe the cameras or are you trying top purchase new cameras? ANd are you trying to do this from the mobile app or the website?\nCustomer: subscribe to cloud and mobile app\nHuman Agent: Okay, do you have an android or an apple phone?\nCustomer: android\nCustomer: ill send u a screen shot of what it says\nHuman Agent: Okay\nCustomer: D/static_file/27266b4fc8_1_20241219131118.jpg\nCustomer: it previously said i had so many minutes to complete and then i had other things to do and when i came back this is what it said\nHuman Agent: On my end it doesn't show me that you have any cameras subscribed so I don't think it went through.  Can you try to go through the subscribing process from the beginning and let me know if it gives you any trouble? if it does and pops up with an error at all try to take a screenshot of that error and send it to me. \nCustomer: it wont let me do it again\nCustomer: all it will let me do is change plan \nHuman Agent: Okay, try going into the play store, click your profile in the top right, click subscriptions and if you see the subscription there tap on it and let me know what it says, if it does not let me know as well. \nCustomer: ok i think i got it\nHuman Agent: Okay\nCustomer: ok it went through....thanks\nHuman Agent: Great, have a wonderful day."]
["Customer: Agent \nCustomer: Agent \nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: How can I make sure that my account is closed and will not be charged anymore \nHuman Agent: It looks like you've already cancelled your subscription so that it will not renew further. You will only be charged again if you would resubscribe in the future. \nCustomer: Okay  can you tell me my form of payment that was being used?\nHuman Agent: It looks like you last paid using a discover card. \nCustomer: What month was the last withdrawal \nHuman Agent: July 2024. \nCustomer: And how much \nHuman Agent: $124.60. \nCustomer: Thanks \nHuman Agent: No problem, is there anything else I can help you with for now?"]
["Customer: I’m not able to playback or go forward or watch any footage or even look at cloud. And I have subscribed to both. \nCustomer: I’m not able to playback or go forward or watch any footage or even look at cloud. And I have subscribed to \nCustomer: I’m already subscribed on both plans so I don’t understand what’s the issue. \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like you currently have a clips plan that has been recording. You should be able to tap on the camera you want to view on the home page to see more options, then hit the cloud icon in the bottom left to go to playback. Since this is the clips plan, there will only be footage when there was motion detected. You can scroll the timeline to check what times had motion. \nCustomer: I subscribed for both or it’s the camera that’s like that? \nHuman Agent: I'm not sure what you're asking, did you see my message?"]
["Customer: Hi I will like to see what plan have of service \nCustomer: Recording plan \nCustomer: How much it is the continuous plan \nCustomer: Ok \nCustomer: Connect me to the agent\nCustomer: Ok \nHuman Agent: You can tap on the Cloud section in your Smartz Eaze app to see all of the available Cloud Plans, their features, and the prices. If you want continuous recording, then you would want the Platinum Plan. The Platinum Plan is $14.99 per month or $149.99 per year. That price is per device for the first two devices. If you subscribe three or more cameras, then it goes to the Household Plan, which is $39.99 per month or $399.99 per year. The Household Plan lets you add as many devices as you would like to that plan.\nCustomer: Ok good\nHuman Agent: Do you have any other questions?\nCustomer: No le me check the iCloud plan \nCustomer: Thank you for you help \nHuman Agent: I'm sorry, you are having trouble checking the plans? Are you in the Smartz Eaze app?\nCustomer: Yes I am at the Eaze app\nCustomer: But the household plan it is not there\nHuman Agent: You would need to select more three or more cameras when you are selecting which cameras to subscribe.\nCustomer: Ok I need to subscribe first \nHuman Agent: You tap on where it says Start My Free Trial and you select which subscription you want at the top and then select which devices you want subscribed. It will give you the price at the bottom and then it will take you to the payment.\nCustomer: Ok let me try\nCustomer: The premium plan is let get more than 3 camara\nHuman Agent: The Premium Plan is not continuous recording. If you want continuous recording, then you would want to go back to the top and select Platinum. Then you will tap on and select all of the cameras that you want on that plan.\nCustomer: Ok \nCustomer: So the continuos recording it is 24 /7 \nHuman Agent: Yes, it records continuously whether there is motion or not.\nCustomer: And that let use many carama le say more than 5 or is limite \nHuman Agent: I'm sorry, I do not quite understand what you mean with that question. You can subscribe as many cameras as you would like to that plan. The footage records continuously and saves for 60 days.\nCustomer: Yes I mean the cámara like I have 7 cámara it will recording or in that plan of platinum \nHuman Agent: You can subscribe 7 cameras to the Platinum Plan if you would like. As I said, you can subscribe as many cameras as you would like to.\nCustomer: Ok I understand thank you \nHuman Agent: You're welcome.\nCustomer: Ok thanks you again to will go to do that other day I have to go to work and thank you for you information and time"]
["Customer: My credit card payment was declined today .  Will you try to run it again? It’s should be working\nCustomer: Can I call for customer service?\nCustomer: Set up\nCustomer: I am trying to get a phone number to call customer support.  There seems to be a problem with my credit card\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It should attempt again automatically in two days, otherwise to have it done again immediately you would need to update the card via user.zmodo.com (the account section there on the left of that site that looks like a person icon) to have it try again immediately. You may even enter the same card information to have it try again."]
["Customer: I’m being charged for 2 cameras when I only have 1 set up since July \nCustomer: How do I contact support?\nCustomer: Ok thanks \nHuman Agent: If you have a subscription for two devices, you can edit the enabled devices in your app. Tap on Cloud and scroll down to the active subscription. Tap on View Details and tap on Edit. Then you can enable a second device on the subscription.\nCustomer: I did that 4 months ago, but I’m currently being charged for 2 devices \nHuman Agent: If you just want to cancel the subscription, then you can cancel the subscription in your Apple account.\nHuman Agent: Yes, if you have a subscription for two cameras, then you would be charged for two devices. Changing the enabled devices does not change the number on the subscription.\nCustomer: I canceled the subscription down to 1 camera 4 months ago. The app shows I’m paying for 1 but my credit card statement shows charges for 2 camerass\nCustomer: Would you like for me to screen shot the charges \nHuman Agent: Can you go to the Cloud tab on the app and scroll down to the subscription and tap on View Details?\nHuman Agent: Yes, you can send a screenshot of the subscription information.\nCustomer: Ok hold on \nCustomer: D/static_file/6d4efdd7e7_1_20241230163045.png\nCustomer: D/static_file/32e829ba6a_1_20241230163052.png\nCustomer: D/static_file/c1034b528c_1_20241230163059.png\nHuman Agent: Can you go to the Cloud tab on your app and scroll down to the active subscription and tap on View Details for the subscription there?\nCustomer: Ok \nCustomer: I will not show details\nHuman Agent: Those charges are also at a different date than it shows for your subscription in your Apple account. You can check the Purchase History in your Apple account. It also says Google on it, so you may have a different subscription through a Google account. Do you have another account that you may have cameras setup on?\nCustomer: The pics I sent is what it displays \nHuman Agent: Okay, can you send a screenshot of what you see on the Cloud tab?\nCustomer: This is my only account \nHuman Agent: Is there a transaction number or any other information on the charge?\nHuman Agent: Can you send a screenshot of what you see on the Cloud tab?\nCustomer: D/static_file/b1822e758c_1_20241230163946.png\nCustomer: You’re correct. It’s been on 1 camera \nCustomer: Where is the other charges coming from \nHuman Agent: That is what I am trying to figure out. Is there any other phone number or email address you may have used? Is there any other transaction information in the charges listed there?\nHuman Agent: Does anyone else in your family or friends use either your cameras or their own cameras?\nCustomer:  No it’s only from Zmodo. \nCustomer: I’ve had these cameras for years. And I just noticed those charges \nHuman Agent: There is no more information provided if you tap on one of the $10.96 charges listed there?\nCustomer: I also don’t see where I’m paying for my 1 camera. Could there be a mix up where I’m paying for someone’s and they are paying mine?\nCustomer: D/static_file/1f0f2226de_1_20241230164532.png\nHuman Agent: The subscription in your Apple account will be billing to whatever payment information you have set in your Apple account.\nCustomer: It’s the same card that I’m getting charged for the 2 cameras. That’s why I thought the subscription didn’t get cancelled \nCustomer: D/static_file/23c767322f_1_20241230164738.png\nHuman Agent: Does anyone else in your family or friends use either your cameras or have their own cameras?\nCustomer: Should I file a complaint with my credit card \nCustomer: No they don’t \nHuman Agent: I would recommend contacting your credit card company. Subscriptions started through the mobile app are managed through Apple (for iOS) or Google (for Android). So we have limited billing information.\nHuman Agent: Do you have an email address?\nCustomer: But you see that those charges don’t coincides with my account?\nHuman Agent: That charge does not show on the account that you are contacting us from, 9015736351. That is why I keep asking about other potential users or other email addresses that you may use.\nHuman Agent: I am trying to look up any potential accounts or charges with any other information you may have.\nCustomer: I think I’m being scammed or someone has hacked the Zmodo account \nHuman Agent: Can you check your email for any potential emails from Google to see if there is an email with a transaction number there?\nCustomer: Ok I’ll do that and contact my credit card provider \nHuman Agent: If you see an email with a transaction number, then we can use that to look up the subscription.\nHuman Agent: Or if you have an email address or another phone number that you want me to look up, then I can do that.\nCustomer: D/static_file/b66b445d53_1_20241230170026.png\nCustomer: These are the ones I have. It’s accurate for my 2 camera subscription down to 1. \nHuman Agent: Yes, those are all from Apple. The other subscription is managed by Google. That is a different subscription.\nCustomer: D/static_file/e657b791f7_1_20241230170439.png\nHuman Agent: Yes, that is the Apple subscription that is showing on your account. That is the subscription that we know you have. That is not what we are looking for."]
["Customer: I paid for cloud service and it’s not working \nCustomer: Contact agent\nCustomer: Plz let me know \nHuman Agent: It looks like you subscribed a device that you removed from your account. I have cleared the subscription from that camera and you can now edit the subscription in you app to enable it on the camera on your account.\nCustomer: Ok one moment \nHuman Agent: Tap on Cloud and scroill down to the subscription. Tap on View Details and then tap on Edit."]
["Customer: Troubleshooting\nCustomer: Agent\nCustomer: Billing\nHuman Agent: How can I assist you?\nCustomer: Hi I have tried updating my subscription for 6 months but it still charging me 39.99. I don't have all the cameras for almost 5 months now. I only use 2 cameras how can I be refunded for all the months I haven't had fee cameras in use. \nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Google. You would also need to contact Google support to potentially see about a refund.\nHuman Agent: I can guide you through the process to cancel the subscription. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: Ok\nCustomer: Yes\nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option.\nCustomer: Ok"]
["Customer: Hello, I just got $50 taken from my account and I didn’t have any reminder or request to remove it. Please cancel the subscription and reverse the money. I really don’t have that money to spend right now and I don’t use the service.\nCustomer: -1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to check out the sub details, one moment \nHuman Agent: It looks like you have the subscription through apple, I am not able to cancel the subscription from my end due to this. You will need to cancel from the apple subscriptions area. To get there, open the apple settings, click your  profile, choose subscriptions then tap on the subscription and chose cancel, you will know it is canceled successfully when it shows an expiring date. \nHuman Agent: Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date. \nCustomer: I am \nHuman Agent: I responded above, are you unable to see my messages I sent 3, I can re send them if you do not see my 3 messages above just let me know. \nCustomer: Hello, most reputable  services send a reminder prior to charging as a courtesy especially since it’s a year apart. If you look at my account you see it’s not been used. Please help or I’ll have to report it to my bank and PayPal as I can’t afford to pay for services I don’t use \nCustomer: I already paid 1 or 2 years and didn’t use it \nCustomer: Hello?\nCustomer: I need to speak to customer service\nCustomer: Live agent\nHuman Agent: The camera is onlien and is using services, we do not track how much you log in or do not log in to view the cameras, if you did not want the service to renew it was your responsability to cancel the service before the renewal date. It Has been renewing on the same date since 2021\nHuman Agent: Apologies, since 1/31/2023,\nCustomer: Exactly- you have been getting my money free for a long time. It was my error on that end but as a good company, you should allow to end a product and cancel if you do not remind them of withdrawal coming up. Please do the right thing, I don’t have money to eat this week!!!! \nHuman Agent: It is in our terms of service that the cloud service is non refundable and this was agreed to when subscibing, it also shows within the app in the cloud section when its set to renew and it also sends an email reguarding the renewal.\nHuman Agent: As I stated before, the cloud service is non refundable. \nCustomer: Ok, so you won’t help? No problem, I’ll make sure to save these screenshots to post everywhere!\nCustomer: Horrible business ethic!\nHuman Agent: That is your discretion and is perfectly fine, this is our policy and it was your responsibility to cancel if you did not desire the service, the camera is actively using the service. The leftover time from the subscription is available for you to utilize, be sure to cancel with apple so it does not renew in the future, we cant cancel apple subs as I said earlier so if its not canceled it will continue to renew as its a subscription,"]
["Customer: Troubleshooting\nCustomer: Customer service \nCustomer: Human \nCustomer: Are you a live agent \nCustomer: Hell\nCustomer: Hello\nHuman Agent: Yes, how can I assist you?\nCustomer: I m trying to make a payment put the info in and nothing happened \nHuman Agent: Are you trying to make a payment on your cloud plan? It looks like it is active and is not set to renew until 11/3/2024. The subscription is managed through your Google account, so the payment method would be updated through your Google account."]
["Customer: Please cancel my subscription \nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see how you subscribed, one moment \nCustomer: Okay \nCustomer: Hello?\nCustomer: Agent \nHuman Agent: Yes, was working on it, I was able to cancel two cameras subscriptions that went directly through us, however it looks like there is one camera that is still subscribed and that subscription goes through apple. I ado not have the ability to cancel that one from my end to cancel it you will have to go into your apple account from the apple settings, click subscriptions, then select the subscription and cancel. \nCustomer: Okay thanks \nHuman Agent: No problem, once it is canceled successfully by you it will show an expiring date in that area. \nHuman Agent: Have a good night"]
["Customer: Where can I send the recording to the cloud, for $19.99 for all the cameras? I use to have it but I forgot the name of the people who did it?\nCustomer: I have 12 cameras, but it was really expensive to send to the cloud, the recording.\nHuman Agent: It sounds like you are talking about the subscription plan in the Smartz Eaze app.\nCustomer: I did, then I notice they were charging twice a month for $19.99. So I cancel it, now I I am trying to find one that would donor like that but $19.99 for 12 cameras\nHuman Agent: Yes, as I mentioned, if you want a subscription that covers all of your devices, you will want to look at the subscriptions in the Smartz Eaze app.\nCustomer: Right now I can only monitor live or clips when camera pick up movement. I like where I can go back and see any time what happen during the day.\nCustomer: Ok, I will go check again, but I don’t think is $19.99"]
["Customer: Speak with agent\nCustomer: I paid for both subscriptions and it’s not recording my camera \nHuman Agent: Let me take a look at your account.\nHuman Agent: It looks like you subscribed a device that you removed from your account. You can edit the subscription in you app to enable it on the camera on your account. Tap on Cloud and scroll down to the subscription. Tap on View Details and then tap on Edit.\nCustomer: Plz advise \nHuman Agent: Did your receive my message with instructions on how to edit your subscription?\nCustomer: I did and it worked that day now it’s not and I can’t fix it \nHuman Agent: Well, lets have you try doing that now and see if it allows you to edit the subscription here."]
["Customer: Troubleshooting\nCustomer: Subscription \nCustomer: -1\nCustomer: I have paid for my subscription, but it is not showing\nCustomer: how do I reach out to agents for further assistance?\nCustomer: The subscription came out of my bank account on 2/18, but in the app, it says that I do not have a subscription and will not save my stuff to the cloud\nHuman Agent: There is not a subscription on your account and neither camera has been subscribed. You can subscribe the cameras to a cloud plan in the mobile app or web app at user.zmodo.com.\nCustomer: D/static_file/386a7f7539_1_20250227151803.png\nCustomer: Literally pay it every month automatically withdrawals never had a problem until now \nHuman Agent: That is a different company. That would not be for your Zmodo cameras. It looks like it might be a subscription for Blurams cameras.\nCustomer: Hold on I may have screenshot wrong thing this is odd I have had these cameras for years always had a subscription. Had cloud etc. Paid monthly and suddenly it stopped working. Let me try to check my account \nHuman Agent: Please take a look. But the two cameras that are currently on your Zmodo account have never been subscribed to a cloud plan. The cameras had the month long free trial used on them in 2018, but nothing since then."]
["Customer: All devices are not on my cloud subscription\nCustomer: Agent\nHuman Agent: I see 8 cameras on your account and they are showing subscribed. Which cameras are you having trouble with?\nCustomer: I have the continuous cloud subscription but 3 of my cameras are not included in that subscription \nHuman Agent: Which cameras are you having trouble with?\nCustomer: I should only be paying 199 a year but there is a charge for $89 as well as a new subscription for 3 cameras, one of the cameras is FY2\nCustomer: Fy2, by, and by2\nHuman Agent: It looks like you started a separate subscription for those cameras. I would recommend going to your Apple account and canceling the subscription you do not want. Once you do, then let me know and I can clear the subscription from those cameras. Then you can edit the enabled devices on your subscription to enable the cameras on your subscription.\nHuman Agent: To edit the enabled devices, go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “Enable” at the bottom.\nCustomer: I cancelled that subscription \nCustomer: When i click on my current cloud subscription it is not displaying any of the devices\nHuman Agent: That would be because you had a camera on that subscription and removed it from your account without disabling the subscription on it. I cleared the subscription from the camera. You can try editing the subscription again.\nCustomer: Shows “device_on is empty”\nHuman Agent: You will want to back out and try it again. You may want to try restarting the app or you can uninstall and reinstall the app.\nCustomer: Will try that, thank you\nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: Way you charge 25 99 in november\nCustomer: Please IL need customer phone number \nCustomer: IL need cancel  25.99 \nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see if you have a subscription \nHuman Agent: On my end it shows you have 3 cameras subscribed, it looks like the subscription is going through google for the processor, you can check the billing details from your google subscription's."]
["Customer: I need to cgange my payment method and it wont let me\nCustomer: change payment\nCustomer: live chat\nHuman Agent: Hello, my name is Grant. The subscription on your account is managed through your Apple account. You will want to update the payment method in your Apple account if you want to change the payment method that the subscription uses.\nCustomer: ok thank you\nHuman Agent: You're welcome."]
["Customer: I only have two cameras set up for cloud support, but I am being charged for three why?\nCustomer: Can you call me or can you provide me a number to call you?\nCustomer: -1\nCustomer: Hello is anyone there?\nCustomer: Hello\nHuman Agent: I took a look at your account and you have three cameras subscribed. It looks like you removed one of the cameras from your account, but did not cancel the subscription. I can cancel the subscription if you would like me to.\nCustomer: That camera quit working four months ago, so I deleted the camera thinking I would not get billed so I’ve been paying for a dead camera for months. Yes cancel my account. Cancel all cameras, please\nHuman Agent: Alright, I can cancel the subscription for all 3 devices. Deleting the camera from your account does not cancel the subscription, since you may be adding it back to the account or moving it to another account.\nCustomer: Please cancel everything\nCustomer: And it appears that I just paid for three cameras for 30 days that I’ll lose that money also\nHuman Agent: Thank you for your patience, I have canceled the subscriptions for all three devices. The subscriptions will not renew again.\nCustomer: The existing two cameras should still collect data until what day\nHuman Agent: The cameras will record until 11/4/2024 when the subscription will expire.\nCustomer: Perfect, thank you very much\nHuman Agent: You're welcome."]
["Customer: I had a camera break (plug-in issue) and I’d like to assign its subscription to a different camera\nCustomer: Do I want to unsubscribe when I delete a camera\nCustomer: Now, how do I assign it to one of my different cameras\nHuman Agent: Hello, my name is Grant. You can edit the enabled devices in your app. Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “Enable” at the bottom."]
["Customer: Troubleshooting\nCustomer: Agent\nCustomer: Hi I want to know if any of our cameras have cloud subscription right now?\nCustomer: We canceled it almost a month back. But we had just paid a couple months ago, so would we be reimbursed the prorated difference?\nHuman Agent: Let me take a look at your account.\nCustomer: Thanks\nHuman Agent: It looks like you have an Apple subscription on your account. Canceling the subscription will still give you the remaining time that was paid for, it does not issue a refund on the subscription. So if you canceled your subscription, you will still have the remaining recording time that was paid for until the susbcription expires.\nCustomer: But I cannot access the cloud recording that we had originally subscribed for\nCustomer: How many cameras do you see under subscription?\nHuman Agent: There is a subscription for two devices on your account. It looks like the cameras named \"Warren Counter\" and \"Smart device\" are the cameras that currently have the cloud plan active on them.\nCustomer: We don’t have that account on our app\nCustomer: It was removed a long time ago \nCustomer: Can you call us?\nCustomer: Or can we call over the phone\nHuman Agent: You can tap on Schedule Call to setup a callback appointment.\nCustomer: Yes im here\nCustomer: Can I move the subscription from one camera to another?\nHuman Agent: Yes, you can tap on Cloud at the bottom of the app and then scroll down to the active subscription. Then tap on View Details and tap on Edit. Then you can change which camera is enabled.\nCustomer: Agent\nHuman Agent: You are still connected with an agent. Did you receive my message with the steps to change which devices are enabled on your Cloud Plan? I will send the message again.\nHuman Agent: Yes, you can tap on Cloud at the bottom of the app and then scroll down to the active subscription. Then tap on View Details and tap on Edit. Then you can change which camera is enabled."]
["Customer: I need to cancel my monthly cloud subscription.  \nCustomer: Agent \nCustomer: I need to cancel my cloud subscription. I don't have the camera anymore. I got old and died. :)\nCustomer: It not I 😅\nHuman Agent: Okay one moment while I look to see how you subscribed. \nHuman Agent: I found the subscription, its on a  camera that is not on the account but that is currently showing as online and working, are you sure you want me to cancel it or would you rather me add the camera to the account so you can view the footage first before you device?\nCustomer: Please just cancel my subscription. The camera is old. \nHuman Agent: Okay that is fine, I canceled it for you now, the cameras end of service date is 2025-01-10 for the time still available for the cloud. \nHuman Agent: anything else I can assist you with today before we go?\nCustomer: Nope, thank you!\nHuman Agent: Okay have a great day"]
["Customer: I had two cameras break recently and I would like to unsubscribe from all cloud services. My devices are deleted but apparently did not unsubscribe correctly\nCustomer: My device is not there to edit. Just the new camera. It is showing two subscriptions when I have none enabled\nCustomer: I have done that already\nHuman Agent: Hi my name is Wendy.  One moment I will check your account\nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\nCustomer: It is stating I have two enabled.\nCustomer: And when I uncheck the one that is checked it keeps being rechecked. I just checked unsubscribe and now it's checked again\nCustomer: I also don't want to enable devices I would like the devices unsubscribed\nHuman Agent: Front camera now shows  it is subscribed.  Could you enable the plan on living room too?\nHuman Agent: I am unable to cancel the subscription on my end, as you are subscribed via Google but you can follow this guide on how to cancel your subscription via Google. https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid\n\nCustomer: I don't want either of them enabled\nHuman Agent: I am unable to cancel the subscription on my end, as you are subscribed via Google but you can follow this guide on how to cancel your subscription via Google. https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid\nCustomer: I followed that it didn't work and it said to contact you\nCustomer:  I'll just delete my payment information\nCustomer: Cameras suck anyway\nHuman Agent: We can't cancel Google cloud plan subscriptions.  You will have to follow the info in this link to cancel.\n\nhttps://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid\n\nor contact Google, they can help with cancelling the plans."]
["Customer: Billing \nCustomer: Speak with an agent \nCustomer: Thank you \nHuman Agent: How can I assist you?\nCustomer: I have 3 subscriptions 2 of them for 2 devices each and one with just one device, and I don't know what happened they just cancelled one of my services \nCustomer: One device \nHuman Agent: Alright, let me take a look at the device here.\nHuman Agent: It looks like the subscription expired for that camera. Were you having any issues with the camera or did you cancel the subscription at any point?\nCustomer: No neither \nCustomer: I didn't know that it was expired I thought they automatically renew every time\nCustomer: Also I couldn't cancel just one device cuz the service for that camera has two devices so I don't know why it just one device cancel and not the other one\nHuman Agent: You can cancel just one device from a subscription if you want to.\nCustomer: Okay I didn't know that but I didn't cancel any device or any subscription\nCustomer: I just want to continue with all the services that I had \nCustomer: Just The Way they were\nHuman Agent: Alright, it looks like it was an error on our end. I will add two months of subscription time to the camera. We will also look in to the issue on our end to get that resolved so that it will renew correctly in the future.\nCustomer: Okay sounds great so everything's going to stay the same with my credit card payments every month\nCustomer: Is my device going to get activated today?\nHuman Agent: Yes, I am adding the subscription time to the camera now.\nCustomer: Great thank you!\nHuman Agent: You're welcome.\nCustomer: One question is my service stays same cuz like I said I have two services with two devices each and one service one one device and that camera was connected to other device in the same cloud service\nHuman Agent: Yes, as I mentioned in a previous message, we will also look in to the issue on our end to get that resolved so that it will renew correctly in the future.\nCustomer: Ok thank you so much for your help do I need to wait? Or can I close the chat?\nHuman Agent: If you do not have any other questions, then you can close the chat.\nCustomer: Ok thanks!\nHuman Agent: You're welcome."]
["Customer: My subscription is not working  \nCustomer: -1\nHuman Agent: Hi my name is Wendy.  You are unable to playback camera marquesina?\nCustomer: No\nHuman Agent: The camera looks to be recording properly.  Are you trying to playback on the phone app?\nCustomer: No\nHuman Agent: okay what are you needing help with?\nCustomer: It tells me that I have to subscribe  \nHuman Agent: what camera are you trying to playback?\nCustomer: Both\nHuman Agent: Only ZMD16J9I7503454 marquesina has a cloud plan. 7-day monthly.  What date are you trying to playback?\nCustomer: Marquesina\nHuman Agent: What date are you trying to playback?\nCustomer: The last 7 days,It doesn't matter what day it is, I can't see any, what it tells me is that I have to subscribe and I already did it a few days ago and it's not working. \nHuman Agent: are you on the web app or phone app?"]
["Customer: How do I transfer an existing subscription to a new camera because I replaced the old camera?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I review your account \nHuman Agent: Alright, I could cancel the old subscription and move the service time over, but would not be able to move the subscription itself. Basically that would mean you'd get the service, but it would not renew. Would you like me to go ahead and do that?\nCustomer: So that just means I have to renew it manually when this subscription is up for renewal in Jan 2025 correct?\nHuman Agent: Correct, you would need to resubscribe it at that time if you would like the service to continue. \nCustomer: Okay that’s no problem. Yes please go ahead and do that.\nHuman Agent: Okay, one moment. \nHuman Agent: Alright, the service time has been applied. \nCustomer: Thank you so much!\nHuman Agent: No problem. Is there anything else I can assist you with for now?\nCustomer: No, that’s it for now.\nHuman Agent: Okay, have a good evening! \nCustomer: Thank you, you too!"]
["Customer: I'm texting in regards of my system not showing continuously I repaid yesterday and I have the Platinum plan and it's still not showing my continuous loop\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I review your account. \nHuman Agent: Would it be alright if I try unassigning the plans, then have you reassign the service in the app? I'll provide instructions on how to do this if you're alright with trying that. \nHuman Agent: We will be closing in 10 minutes at 6pm CT. I would be happy to continue to assist you until then, but the chat will close at that time. If you would like a callback, you may schedule one via the button below. If you would prefer an email follow up instead, please let me know and provide an email you would like me to reach out on tomorrow. \nCustomer: Okay I was just on trying to get a hold of a agent about my Platinum plan that is not showing continuous loop I did everything y'all asked and got back on here and now you're closing I think\nHuman Agent: We will be closing in 7 minutes, yes. Though you could schedule a call or I'd be happy to help until then. As I mentioned, would it be alright if I try unassigning the plans, then have you reassign the service in the app? I'll provide instructions on how to do this if you're alright with trying that. \nHuman Agent: We are currently unavailable for live chat support, but you can reach out to us via email support@smartz.cloud. Our new hours of availability are:\n\n- Monday to Friday: 9am to 12pm and 1pm to 6 pm CST\n* Excluding Holidays\n\nYou may also contact the chat outside of our hours again to speak to our AI chatbot Mira who can assist with some troubleshooting. I've also sent a callback scheduling form where you can click the button in the chat in order to schedule a callback for a future date if you'd prefer.\n\nThank you for understanding."]
["Customer: Set up\nCustomer: i dont want to subscribe on Smartz, i just want to use my camera by myself, how do i cancel my subscription?\nCustomer: 1\nHuman Agent: Hello, my name is Grant. I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?"]
["Customer: I want to cancel subscription \nCustomer: Where do I go to cancel\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like you're currently subscribed through Apple so you would need to cancel in your Apple subscriptions. Here is a link with more information on how to do that. https://support.apple.com/en-us/118428"]
["Customer: Agent\nCustomer: Why is my cloud glitching with the wrong times?\nCustomer: Agent\nCustomer: “Agent”\nHuman Agent: You may be getting the wrong times on some of you devices because they are getting times from the NVR system and may be desynced. You can change the time on the NVR system to resync it.\nHuman Agent: Tap on Settings next to My Devices in your app. Then tap on the NVR system that the cameras are connected to. Tap on the three dots in the top right corner. Tap on Device Time Zone and if the time is set to the incorrect time, change it to the correct time. If it is set to the correct time zone, then change it to another time zone and then tap on Device Time Zone and change it back to the correct time.\nHuman Agent: That will force the cameras to resync with the time and they should start recording at the correct time.\nCustomer: It won’t let me click on the time zone it says (0:00) and when I click on it nothing happens\nHuman Agent: That likely means you are in the settings for one of the cameras and not the NVR. What does it say the Device Name is at the top?"]
["Customer: Time lapse not working still\nCustomer: Still nothing \nCustomer: Time lapse \nCustomer: -1\nCustomer: Need help \nCustomer: Speak to live person \nCustomer: My time lapse is not working.  I was trying since last Friday \nCustomer: Camera west and east on my account \nCustomer: Driveway is working \nHuman Agent: Alright, what do you see when you try to view the Flashback for those cameras?\nCustomer: Time out or something like that \nHuman Agent: Can you take a look and see what it says? And also check on another day, especially before you noticed the issue last Friday.\nCustomer: Never had a problem till I tried using it last week \nCustomer: Last Thursday is working, just not Friday \nCustomer: D/static_file/c25adaacbc_1_20241204133242.jpg\nCustomer: Final timeout\nCustomer: Saturday works \nCustomer: So November 28th and 30th are working , just not the 29th \nHuman Agent: Okay, so if certain days are not loading, then there may be issues with either the app or phone it is on, or it could be an issue with the network connection. Do you have another phone or tablet that you can try to view the Playback on? Or can you restart or uninstall and reinstall the app?\nCustomer: I can reinstall the app.  I don't have any other devices I can use \nCustomer: Yes \nHuman Agent: Alright, did you uninstall and reinstall the app?"]
["Customer: I pay for the 7 day plan why can I only see back to 12:00am today on my cameras\nCustomer: I’ve had the plan for years \nCustomer: I can only see back to 12:00 am and I have the 7 day plan for years now\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Which cameras are you unable to see the playback on? is it all of them or certain ones?\nCustomer: The 3 that I have the plan on\nCustomer: Do I need to change anything \nHuman Agent: Okay, on my end I am not able to see the video, however it does tell me that they have been online and have video recorded more then the 12 hours you are seeing. Can you go to the playback for the camera, click the calendar then take a screenshot for me, I would want one screenshot like this for all 3 cameras if possible\nCustomer: D/static_file/501e72b32b_1_20241205101513.png\nCustomer: D/static_file/1b4745fc2c_1_20241205101537.png\nCustomer: D/static_file/c2dfce44bd_1_20241205101600.png\nHuman Agent: You will need to click the calendar then take the screenshot of that for each. \nHuman Agent: its on the bottom right in all those screenshots there\nCustomer: I reset my phone and I can see the other days now. Thanks for you help\nHuman Agent: Fantastic! that is great news\nHuman Agent: Have a fabulous day, take care.\nCustomer: Do you have a plan for more than 3 cameras on a 7 day\nHuman Agent: We don't have a Group plan option, we do still have the 7 day and 30 day plans, your current subscription is going through apple for the processor though and if you add more cameras to the plan or try to subscribe from one plan to another it will change all the devices and charge you in full for them again. If you ever do want to subscribe More or make a change I recommend doing that just before the normal plan would go to renew so it makes the transition easier for you.  \nHuman Agent: Or you can also individually subscribe cameras on the web app as well, those would not use the processor apple so it would only charge you for the specific new subscription and you can also subscribe to other plans without it interfering with all of them as well if you wanted to sub to the 30 day plan for only a few cameras and not all that's another way to go about it."]
["Customer: Hi am trying to renew my plan and it denied my payment \nCustomer: I would like to speak to someone please \nCustomer: A phone number please to call someone \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you trying to update your payment info in the mobile app or on the web app (website)?\nCustomer: I need help to setup my system please \nHuman Agent: Okay, did you see my question above?\nHuman Agent: if not I can re send the message."]
["Customer: Troubleshooting\nCustomer: My camera won't stay connected and I just subscribed it. I want to change the subscription to a better working camera I have here from Zmodo\nCustomer: Yes I need help doing that \nCustomer: Help me change the subscription \nCustomer: Live agent \n\nCustomer: Agent \nHuman Agent: You can edit the enabled devices in your app. Tap on the Cloud tab and scroll down to the current subscription. Tap on View Details and then tap on Edit. Here you can change which cameras are enabled on the subscription."]
["Customer: My account is not working properly\nCustomer: Agent \nHuman Agent: How can I assist you?\nCustomer: My account does not seem to be working. Every time I click on something I get a message. Want to have access to more footage? Upgrade to continuous cloud plan. Has a button that says upgrade. After I touch that, it says that my account is subscribed. But I can’t do anything.\nCustomer: I checked the update on the software and it says I’m up-to-date with 1.2.12\nCustomer: All of my devices, and all of my cameras say the same thing\nHuman Agent: If you want to change to continuous recording, then you would need to subscribe to the Platinum Plan. You can tap on Cloud and select Platinum and try to subscribe the devices. \nHuman Agent: If it does not allow you to select the cameras, then the current plan would need to be cleared off of it first. If that is the case, then you would want to cancel the subscription in your Apple account. Once it is canceled, let me know and I can clear the subscription from the cameras so you can subscribe to the Platinum Plan.\nCustomer: I literally can’t do anything. I tried using the Calendar to go back and look and nothing. Before my new subscription, I could do all of this stuff and had continuous play and no issues at all. Did something change?\nCustomer: And I’ve actually been looking on the Internet for a price on the platinum plan and can’t really find anything about how much it cost and what you get.\nHuman Agent: The current subscription on your cameras does not save continuous footage. It saves clips of footage when it detects motion.\nHuman Agent: You can tap on the Cloud tab and you can see the subscription options. When you select the subscription and the number of cameras, it will show the price before you subscribe.\nCustomer: I don’t see anything about the premium plan on my app.\nHuman Agent: What do you see when you tap on Cloud in your app?\nCustomer: The only thing I see is platinum starting at $14.99. What is that for?\nCustomer: Each month?\nHuman Agent: Okay, so those are the subscription options. That is the price for one camera for a monthly plan, but there are different prices for different numbers of devices and for the monthly or yearly plan. You can tap on \"Start My Free Trial\" and it takes you to where you would select the subscritpion you want and the devices you want subscribed and it will show the price that the subscription will be.\nCustomer: And I can’t find a description of additional charges beyond the $14.99. And when I click on the button to get information it’s not clear.\nCustomer: And when I press on start free trial for 14 days, it says the request parameter is empty\nHuman Agent: The Platinum Plan is $14.99 per month or $149.99 per year per device. That is for the first two devices. If you subscribe three or more devices then it changes to the Unlimited plan and lets you subscribe as many devices as you would like for $39.99 per month or $399.99 per year.\nCustomer: When I select platinum plan details say zero dollars per year and zero dollars per month. It says start free trial for 14 days then zero dollars per year.\nHuman Agent: Do you have a list of devices on your app? Are you able to select any of them?\nCustomer: Yes, they all say subscribed. 60 day clips.\nHuman Agent: Alright, then as I mentioned in a previous message, if it does not allow you to select the cameras, then the current plan would need to be cleared off of it first. If that is the case, then you would want to cancel the subscription in your Apple account. Once it is canceled, let me know and I can clear the subscription from the cameras so you can subscribe to the Platinum Plan.\nHuman Agent: You would want to do that if you want to subscribe the cameras to the Platinum Plan instead.\nCustomer: Well, I’m paying $49.99 per year for unlimited devices. That new price is crazy so I’ll stay with the plan I have.\nHuman Agent: That is fine. Do you have any other questions?"]
["Customer: I’m trying to pay for a month subscription on one of my camera’s but when I hit subscribe a box pops up saying “same plan already existed” and won’t let me do it.  And I already paid for a subscription through iTunes.\nCustomer: Contact support because I’m getting no where\nHuman Agent: Hello, my name is Grant. It looks like you had a subscription for one device previously through your Apple account. That subscription may not have been able to renew, and that may be causing you issues. \nHuman Agent: To check the status of your subscription managed via Apple. Open the Settings app. Tap your name at the top. Tap Subscriptions, find the subscription then tap on it to see its status. You can cancel it there or update the payment method if there is an issue with it.\nCustomer: I already did that and although I did cancel it, it still states it’s active through December 11th 2024.  \nHuman Agent: Then you can edit the subscription to move it to another device in the app. If you are trying to increase the number of subscribed devices to 2, then you would need to have both devices selected, not just one."]
["Customer: Cancel subscription \nHuman Agent: Hi my name is Wendy\nHuman Agent: I am unable to cancel the subscription on my end, as you are subscribed via Apple but you can follow this guide on how to cancel your subscription via Apple. https://support.apple.com/en-us/HT202039"]
["Customer: 2 of my cameras are stating no footage available during this period but I have 24hour service\nCustomer: Contact Customer Support\nHuman Agent: Which cameras are not showing you video footage? I can sync and restart them to get them to try to start recording again.\nCustomer: GilinGreet (doorbell) and Side of House cameras\nCustomer: Is there a way I can restart them on my own in the future? This happens almost monthly. It would be nice if I could remotely restart them as the doorbell cannot be power cycled due to the hardwired nature and battery backup.\nHuman Agent: Thank you. I have synced and restarted the cameras. It will typically start showing you recorded video within 10 minutes, but can sometimes take up to 60 minutes to record a backlog of video.\nHuman Agent: You can restart the doorbell. You would just remove it from the bracket and press and hold the doorbell button until the light turns off. Then you can place it back on the bracket mount.\nCustomer: Ok I can try that in the future. But I have no remote way of doing this restart like you do?\nCustomer: If i'm away from the home \nHuman Agent: No, there is not a way to remotely restart the cameras through the app.\nCustomer: Ok I will continue to contact your agents on here when this happens monthly\nCustomer: thanks\nHuman Agent: You're welcome."]
["Customer: I’m being told that I am being billed twice for my apple account. My old account was jeffmclawhorn@gmail.com.  My new account is mclawhorn63@icloud. com please delete my old one \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. There does not seem to be any current billing under this account (only past subscriptions), there is no account under the email you listed first, and no billing under the email you listed second. \nHuman Agent: Do all the charges you're receiving show up as Apple?"]
["Customer: Refund \nCustomer: Refund for subscription \nCustomer: I was charged In error \nCustomer: How do I do that \nCustomer: How do I speak to someone \nCustomer: Representive \nCustomer: I just had surgery and I’m out of work I was charged for another year subscription and I can’t afford it I need a refund \nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?"]
["Customer: Speak with an agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\n\nCustomer: Hello, I am trying to make payment for a plan with my saved card ending in  8592 but it is not going through. \nCustomer: If my card is not working, how is my other subscriptions paid for every month?\nHuman Agent: Are you trying to update your payment info from the mobile app or from the web app?\nCustomer: web\nCustomer: I am not trying to update my payment , I am trying to used the card ending in 8592 to make payment. I\nCustomer: It is saying that the card is not working, If that is the case how is my subscriptions paid for monthly .\nHuman Agent: Okay, on the web app are you able to click the icon on the left that looks like a human then look in the area to the right for an option that says edit or update payment at all? If not just let me know and if possible send a photo or screenshot of how that page appears for me to review. \nCustomer: Do you understand my concern?\nHuman Agent: You have cameras subscribed several ways, some were subscribed on the web app and some were subscibed on the moble app. The mobile app cameras go through apple for the processor so whatever payment info you have with apple is used for those cameras and you would update the payment info for those 2 cameras from your apple subsciptions area. For the other cameras subscribed that dont go through apple though you would update the card info on the web app so that they process from that card. \nHuman Agent: on the web app are you able to click the icon on the left that looks like a human then look in the area to the right for an option that says edit or update payment at all? If not just let me know and if possible send a photo or screenshot of how that page appears for me to review. \nCustomer: How do i subscribe on the mobile app?\nCustomer: I subscribed from the mobile app, can you check if it went through?\nHuman Agent: You already have a subscription form the mobile app, you would go to the cloud area, then select the plan and price then subscribe. if it gives you trouble instead look on the subscription area for an option that says change plan. If you are only wanting to find the billing area for the mobile app subsubsciptions that are already going through apple you would go to your apple device settings, click on your apple profile, then click on subscriptions to see those details. \nHuman Agent: I can check, sure. One moment. \nCustomer: Ok\nHuman Agent: It shows on my end more cameras are subscibed now. If you need to look more at the billing details you can always do as I said above to check what it shows for the apple subscriptions and if you ever need to update the card info in the future for those cameras you can do it from your apple subscriptions. \nCustomer: Also, why am I getting an error message that I should resolved my billing issue by next month if payment went through?\nHuman Agent: You have subscriptions both threw apple for the processor and also you had subscriptions through us for the processor. The cameras that were through us Failed to renew because of an issue with the listed card. I cant see what card was used to know if its the same one your using but you corrected the issue now by doing the way you did from the Mobile app with those other cameras. Now they all are all going through apple for the processor and the issue is corrected."]
["Customer: How to cancel\nCustomer: Agebt\nCustomer: Agent\nCustomer: Need to cancel\nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like I will be able to canceled two of the cameras subscribed through us directly, but one of the cameras is also subscribed going through the processor apple, I am not able to cancel that sub. To cancel it you would go into your apple settings, click your apple profile, click subscriptions then choose cancel. You will know it is canceled successfully once it shows the expiration date. \nHuman Agent: I successfully canceled the two through us, you will just have to cancel the last one that is going through apple."]
["Customer: I no longer use these cameras i would like to cancel the subscription I currently have \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see how you susbcribed, one moment\nHuman Agent: I found the subscription and can cancel it for you no problem it looks like, One moment while I do that for you. \nHuman Agent: I successfully unsubscribed the camera so it will no longer renew in the future for you. Have a great day!\nCustomer: So I'm no longer subscribed?\nCustomer: ?\nHuman Agent: Yes I canceled it for you\nCustomer: Is there anyway I could get the money back from the last payment I thought when I removed the camera I wouldn't have to pay anymore I didn't know I was still paying on the device ?\nCustomer: Thank you so much for the cancelation \nHuman Agent: No problem. No the cloud service is non refundable so that would not be possible.\nCustomer: Ok thanks so much for your support, have a wonderful rest of your day \nHuman Agent: Thanks you as well.\nCustomer: Ty"]
["Customer: Agent\nCustomer: I'm having trouble making payment\nCustomer: I did all that I need to contact support\nCustomer: Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you trying to update your payment information for an existing subscription from the mobile app or from the web app (website)?\nCustomer: Mobile app , athe phone I usually pay through is either lost or Misplaced , So I tried paying off My other devices first message claim password was wrong a google message then the card it keeps declining now\nCustomer: Hello\nHuman Agent: On my end it shows that your subsiption is not going through google for the processor so you would not update your payment info through them.\nCustomer: Hmm\nHuman Agent: To update your payment info you would go into the app to the Me section, then click payment management. If for any reason you do not see the current payment info listed there then you would instead use the Web app (website) to login to your account and update the payment info from there in the cloud section.\nCustomer: I'm trying to update My payment through zmodo app\nHuman Agent: Try to do it again from the Me section of the app and if that doesnt work then try to use the web app, that website is user.zmodo.com"]
["Customer: I can’t not support my came ra \nCustomer: Yes\nCustomer: Ok\nHuman Agent: How can I assist you?\nCustomer: D/static_file/565f73860e_1_20241028134346.jpg\nCustomer: I don’t know my camera not record \nHuman Agent: The subscription on your account is managed through your Apple account. You would want to check the payment method that you have setup in your Apple account if you are having trouble paying.\nHuman Agent: Also, your cameras are offline, so you may want to set them up and get them online and connected before you pay for a subscription.\nCustomer: I cannot pay \nHuman Agent: To check the status of your subscription managed via Apple. Open the Settings app. Tap your name at the top. Tap Subscriptions, find the subscription then tap on it to see its status.\nCustomer: OK maybe I shutdown my phone \nHuman Agent: No, that would not likely help with the subscription or the cameras being offline.\nHuman Agent: Are you receiving my messages?"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Representative \nCustomer: I have paid for premium for two devices and it’s not working \nCustomer: I am trying to enable them and all I get is error\nHuman Agent: What error are you getting? And are you tapping on Subscribe or are you tapping on View Details and then Edit?\nCustomer: ??\nHuman Agent: Did you get my message asking about what error message you get and where you are going to try to enable the devices?\nCustomer: D/static_file/80329c10a8_1_20241216102001.png\nCustomer: D/static_file/1f4c21b45b_1_20241216102009.png\nHuman Agent: Thank you. So what you can try to do is cancel the subscription in your Apple account. Then you can come back to the Zmodo app and tap on Subscribe and resubscribe the cameras to the same subscription. As long as you subscribe to the same subscription on the same Apple account, you will not be charged again and it will reactivate the renewal of the subscription and should apply it to the cameras.\nHuman Agent: To check the status of your subscription managed via Apple. Open the Settings app. Tap your name at the top. Tap Subscriptions, find the subscription then tap on it to see its status. Here you should have the option to cancel the subscription."]
["Customer: I have the premium package but frequently the footage won’t play back. I was told last time to resubscribe on the cloud. When I try to do that this time I get an error message \nCustomer: How do I reach customer support?\nCustomer: Agent\nCustomer: I have the premium package but frequently the footage won’t play back. I was told last time to resubscribe on the cloud. When I try to do that this time I get an error message \nHuman Agent: Which camera are you having trouble viewing the Playback on?\nCustomer: All 6 \nHuman Agent: Okay, lets take a look. Can you tap on Playback for one of the cameras and tell me what you see when you do that?\nCustomer:  I have 7 but only 6 are subscribed\nCustomer: It says I need to have the subscription \nHuman Agent: Lets take a look at it now. Can you go to one of the cameras now and tap on Playback?\nCustomer: Ok\nCustomer: Works! \nCustomer: Thank you\nHuman Agent: It looks like you had canceled the subscription and it probably expired. Then you started the subscription again. So you probably just last checked when it was not subscribed or right after you resubscribed and it just did not have any footage at that point.\nHuman Agent: You're welcome."]
["Customer: If I pay for the year of if I remove the device an sign in again will my yearly payment still be active \nCustomer: How do I sign back in\nCustomer: If I want to create another account will the yearly plan still be valid \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. The plan will remain on the account you purchased it on, even if you log out and log into another account."]
["Customer: Agent\nHuman Agent: Hi my name is Wendy.  How can I help?\nCustomer: I would like a refund of my suscripcion that i did not want to renew and i could not cancel before the renew date cuse i did not know how to doit.\nHuman Agent: Unfortunately cloud plans are non-refundable.  \n\nTo avoid future billing, you must cancel your subscription before the next renewal date. Cloud subscription plans are not eligible for refunds. After cancellation you will continue to enjoy access to the cloud plan until the last day of your current subscription period. After the subscription period ends, you will no longer be billed the recurring subscription fees, and your cloud recordings will be permanently deleted and will no longer be accessible to you.\n\nCustomer: They renew today, and i did not pay for a year if i not need any more.\nI could not cancel cuse i did not know that i have to doit thrue google pay.\nHuman Agent: The cloud plan shows cancelled now so it will no longer auto renew unless you sign up for a new cloud plan on the camera.\n\nCloud plans are not refundable.  You will have the full service time that you paid for.  The cloud plan will expire on Oct 9 2025\nHuman Agent: The Google cloud plan on ZMD18FLIG513088 will expire on Oct 9 2025\nCustomer: I dont need any more, that i want to cancel. I cancel when i figurate how to doit. Early morning.\n\nHuman Agent: You have it cancelled now so it will no longer auto renew  unless you sign up for a new cloud plan on the camera."]
["Customer: subscription renew\nCustomer: i can't renew my subs plan\nCustomer: can i chat with people?\nCustomer: Customer Care Agent\nHuman Agent: What subscription are you trying to renew? It looks like there was a Clips Plan that renewed on 12/15/2024.\nHuman Agent: Looking at your account, it looks like the subscription got turned off on the cameras. If you give me a minute, I will reactivate the Clips Plan on those cameras.\nCustomer: 2days ago I canceled by accident because I was about to upgrade to platinum\\\nHuman Agent: Okay, so you are trying to upgrade the subscription to the Platinum Plan? Or you just want to reactivate the Clips Plan?\nCustomer: before upgrading, i want to know what exactly different with premium\nCustomer: Can I get continous action move if i get platinum plan?\nHuman Agent: The Premium Plan records continuously and saves the footage for the last 7 days. The Platinum Plan records continuously and saves the footage for the last 30 days.\nCustomer: ahh only difference is lenth of footage duration,right?\nCustomer: then I want to keep premiun plan as i have had. Can I reactivate?\nHuman Agent: You do not have the Premium Plan. The subscription on your account is the Clips Plan.\nCustomer: But I paid 49.99$ /year Is not a premium?\nCustomer: for 10 devices\nHuman Agent: No, that is the Clips Plan. The Yearly Premium Plan is $49.99 per device.\nHuman Agent: You should be able to see the current subscription in the Cloud tab of your app. You can also see the subscription information in your Google account.\nCustomer: then how much for 10 devices?\nCustomer: and you meant I can reactivate my clip plan on my google account?\nHuman Agent: The Premium Plan is $4.99 per month or $49.99 per year. The prices are per device. So if you want 10 devices, it would be multiplied by 10 and would be $49.99 per month or $499.99 per year.\nHuman Agent: To check the status of your subscription managed by Google, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to see its status.\nCustomer: can you reactivate my clip plan?\nCustomer: can you reactivate my clip plan?\nHuman Agent: I can turn it back on, but it would not renew, it will expire.\nCustomer: are you there?\nHuman Agent: Yes, did you receive my response? I can turn it back on, but it would not renew, it will expire at the end of the subscription time.\nCustomer: so, what shall i do?\nCustomer: new subs starting?\nHuman Agent: You can check your Google account to see about renewing the subscription. Otherwise, you can subscribe to a new subscription when it expires if you would like to.\nCustomer: there is no way to renew on google,\nCustomer: How can I new subscription?\nHuman Agent: You would select the subscription you want and then subscribe the cameras you want to subscribe.\nCustomer: I do not find clip plan on zmodo site\nCustomer: is clip plan free?\nHuman Agent: You would want to look in the app. However, the Clips Plan is not a fully released plan, so it may not be an option after you have canceled the subscription. That is why I recommended checking the status in your Google account.\nHuman Agent: No, the Clips Plan is not a free plan. You paid $49.99 to have up to 10 devices on the Clips Plan.\nCustomer: on google, my subscription is canceled\nHuman Agent: And are there any options there to renew it? Does it say anything else on that screen?\nCustomer: Can't find. No.\nHuman Agent: Then you can subscribe to one of the plans available in the Zmodo app. Or you can go to the Smartz Eaze app after the subscription expires and choose the clips plan there."]
["Customer: Agent\nCustomer: I Just subscribed this morning because my free trial ended. Any way possible for me to access playback for 4:04 am? I can only see events but I really need to see the playback. Thanks\nCustomer: But I can see the events. Doesn't this mean the data is still?\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  The susbcription starts when it is started, if the free trial expired, then you subscribed there's not a way to get the video back, you would of needed to subscribe before the free trial totally expired."]
["Customer: Please cancel all subscriptions\nCustomer: Agent\nCustomer: Please cancel all subscriptions\nHuman Agent: Let me take a look at your account.\nHuman Agent: Thank you for your patience. I see several subscriptions on your account. Most of them are through the web app and so I will be able to cancel them. However, there is a subscription managed through your Apple account. I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: Thanks\nCustomer: Cancel all accounts\nHuman Agent: I see several subscriptions on your account. Most of them are through the web app and so I will be able to cancel them. However, there is a subscription managed through your Apple account. I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: Yes\nHuman Agent: Open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option.\nCustomer: Please advise\nHuman Agent: Did you get my last message with the steps to cancel an Apple subscription? I will send it again.\nHuman Agent: Open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option."]
["Customer: I can’t make a payment\nCustomer: -1\nCustomer: Talk to agent\nCustomer: -1\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Agent\nHuman Agent: Hi my name is Wendy\nCustomer: Hello I want to active my subscription\nCustomer: I’m having trouble doing so\nCustomer: Wendy are you there\nHuman Agent: Yes one moment I am checking your account.\nHuman Agent: You could sign up on the web app from a computer:  user.zmodo.com\nCustomer: If you can reactive my subscription using same payment method\nHuman Agent: No I can't reactivate subscriptions on my end but you can subscribe your camera on the web app:  user.zmodo.com\nCustomer: If you can’t can you give me a number to talk to live agent\nHuman Agent: I just sent you an invite to schedule a callback.  \nCustomer: I did that\nHuman Agent: okay great! anything else I can help with?\nCustomer: No\nHuman Agent: Okay.  Have a nice day!"]
["Customer: I am trying to subscribe to the cloud service and it is not recognizing my devices so I can start it.\nCustomer: need further assistnace\nCustomer: customer service\nCustomer: ok. thank you.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is the camera you are trying to subscribe online and tied to this account?\nCustomer: yes, we4 cameras\nCustomer: we have 4 cameras\nHuman Agent: I looked up your account now and it looks like there are no camera's directly tied to this account you created with an email, there are only cameras being shared from another account over to this one. To subscribe you would have to be logged into that main account instead of this shared one or delete them from the main account and add them to this one then subscribe. \nCustomer: how can i get in to the shared account.  it is setup under my email and phone number. \nHuman Agent: this account you are logged in with now was created using the email w00jc@yahoo.com, this is the shared account. The Main account the cameras are tied to was created with a phone number, I cannot give you the full number but the last two digits are 93, you would logout of this account and login to that phone number account instead. \nCustomer: that is my phone number \nCustomer: i will try that.  Thank you\nHuman Agent: Okay, if you have trouble logging in, you can try the password reset with that phone number, Once logged in though you will be able to subscribe. \nHuman Agent: Have a great day\nCustomer: ok, thanks so much. you too.  happy thanksgiving.\nHuman Agent: Thank you"]
["Customer: Live agent\nCustomer: I’ve tried texting you guys last night several times I paid for my cloud service, but the app is showing I didn’t even though I did and my banking account. I have the screenshot and I don’t have any cloud service in my car can get damaged again.\nCustomer: I don’t need to go check my cloud service subscription. I have it says there is none but you guys took the money out of my banking account and I don’t have access to the cloud service.\nCustomer: I need to speak to customer service\nCustomer: I have been typing agent where is the press the customer care agent button?\nCustomer: Where is the customer care agent button located at?\nCustomer: I’m not finding it who the heck are I even speaking with now please my car was already vandalized and I had to pay for the damage. I’ve been without cloud service now a couple days, even though you guys charged me for it.\nCustomer: Agent\nCustomer: Agent\nCustomer: Hello\nCustomer: Is this an agent?\nCustomer: I have pushed the customer care agent several times I just pushed it again\nCustomer: You guys are of no help you’re not helping me at all. You’re scamming me. You took my money and didn’t give me the cloud service and now you’re saying you can’t help me to keep on repeating doing this. I have pressed the customer care agent several times.\nCustomer: I wasn’t charged an error. I was charged for my cloud service, but you guys didn’t give me my cloud service. Do you not understand that?\nCustomer: I don’t wanna refund I won’t access to my cloud\nCustomer: I’m shotting all of this. I’m gonna put this all over social media everywhere. If you guys don’t help me now I’m not playing around. This is horrible customer service.\nHuman Agent: The last renewal I see on your account was on 8/25/2024 and the subscription then expired on 9/25/2024. You said that you have a screenshot of the billing and the charge, could you send that screenshot?"]
["Customer: I’m trying to cancel a camera that broke \nCustomer: I won’t be billed for that camera anymore?\nCustomer: How do I do that \nCustomer: How do I check my billing status \nCustomer: So if I delete the camera with iCloud that will not let it automatically renew \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I am a live rep not Mira the AI chat. I was able to look up your account to find the susbcirption\nCustomer: I have a camera that broke and want to cancel it\nHuman Agent: I sucessfully cancleed it as you requested, the camera will no longer renew in the future, On the last date of service it will stop, I will get you the end service date one moment.\nHuman Agent: 3/31/2025 will be the end service date fofr the camera named F house, is there anything else I can assist you with today?\nCustomer: No, I thank you \nHuman Agent: Okay fantastic, have a great day."]
["Customer: I’m still unable to upgrade \nCustomer: Is there a number to call to talk to someone\nCustomer: Agent\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: Yes\nCustomer: Trying to upgrade from Clips to continuous recorded.  When I go to devices and subscription it doesn’t let me change plan??\n\nCustomer: I’m here\nHuman Agent: If you want to change from the Clips recording to the Continuous, then you would want to cancel the subscription in your Apple account. When you have done that, let me know and I can clear the remaining subscription time off of the cameras and then you can subscribe to the Continuous Plan.\nCustomer: It should be canceled\nHuman Agent: Alright. You can now try to start a new subscription on those cameras."]
["Human Agent: How can I assist you?\nCustomer:  Upon reviewing my bank statement, I have found that a charge was made by your company in the amount of $159.36. I did not make this purchase. Please get back to me as to how to resolve this issue, or I will have to bring it to the attention of my bank.\nHuman Agent: That is a charge for the Yearly Platinum Plan that you started for your camera. I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: Will this refund the aforementioned fund?\nHuman Agent: Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date. \nCustomer: Then I will have to call my bank.\nHuman Agent: That is fine. I would still recommend canceling the subscription through your Google account so that it does not renew again. Since it does not appear you canceled it when you contacted us about this on 1/31/2025."]
["Customer: Please cancel my accout my doorbell device no longer work \nCustomer: Agent\nCustomer: Agent assistance\nCustomer: Agent to cancel my cloud plan\nCustomer: Need to cancel my cloud plan\nCustomer: Agent assistance\nCustomer: “Agent “\nCustomer: 1\nCustomer: Agent to get assistance from a gents\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: No\nHuman Agent: If you do not have access to an iOS device currently you can follow this guide on how to cancel your subscription via Apple. https://support.apple.com/en-us/HT202039\nCustomer: It said I need to have a cancer on your end and then I can cancel it with Apple\nHuman Agent: It would be canceled through your Apple account. Since the subscription is managed through your Apple account we cannot cancel it on our end.\nCustomer: Once Apple canceled the account, I’m good\nCustomer: I need to reach back out to you guys\nHuman Agent: We cannot cancel your subscription. You just need to cancel it in your Apple account. Once you have canceled the subscription in your Apple account it will not renew again.\nCustomer: Ok thanks\nHuman Agent: You're welcome."]
["Customer: Why am i getting charged for 2 devices if only one is active????\nCustomer: Overcharged\nCustomer: Bill\nCustomer: Refund\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Why am i getting overcharged?\nCustomer: Can i speak with an agent?\nCustomer: Hello\nCustomer: I just check and im being overcharge for months maybe years\nCustomer: Need a calculation and money back \nHuman Agent: Let me take a look at your account.\nCustomer: I have only one subscription thats DONA ODETE \nCustomer: Getting charged for 2 for years\nHuman Agent: Thank you for your patience. It looks like you had 2 cameras subscribed and removed one of the cameras from your account but did not cancel the subscription on it. I have canceled the subscription for the camera that you removed from your account. The subscription for that device will not renew again.\nCustomer: I cancelled all subscriptions. I only need one DONA ODETE\nCustomer: I need a calc for a refund or credit\nHuman Agent: Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date.\nCustomer: Bad system bad customer service\nCustomer: Glad im changing all of them to amazon blink\nCustomer: Only one more and im gone\nHuman Agent: I am sorry you were unhappy with the customer service. Do you have any other questions or anything else that I can assist you with today?"]
["Customer: I have 2 cameras set up for cloud service i had change out my home camera because it was faulty so the cloud service does not recognize the new camera\nCustomer: It's online and working but the playback does not work \nCustomer: When I click playback it said device is not on a cloud service \nHuman Agent: Hi my name is Wendy.   Currently the clip plans are on cameras ZMD19G1IHC17959(unbound) and ZMD19G1IHC17966(garage).  \nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\nHuman Agent: You will want to enable the clip plan to ZMD19G1IHC07567"]
["Customer: Hi Mira\nCustomer: I want to do the monthly subscription \nCustomer: I have done that but its missing my payment info\nCustomer: Also the 7 day plan only records for 7 days not more correct\nCustomer: Ok the payment shows grayed out it wont let me add\nCustomer: Ok can i have the support number\nCustomer: Hello kyle\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\nCustomer: I need help\nAdding my payment info\nCustomer: It is grayed out\nHuman Agent: Yes, I can see your chat with Mira, Are you trying to subscribe on the moble app witha  phone or tablet or are you trying to suvbscibe by using a computer or the web app at all?\nCustomer: Yes with a phone\nCustomer: On the app\nHuman Agent: Okay, Is the phone an android or an apple phone?"]
["Customer: Hi it's keep charging me \nCustomer: Im trying to purchase something and it's keep charging \nCustomer: It's double charge me \nCustomer: What do you mean ?\nCustomer: You don't understand \nCustomer: I purchased the 24/7 recording and it not working and it making me purchased many times and it's keep charging me \nCustomer: -1\nCustomer: How do I connect for assistance?\nCustomer: How do I connect to assistant \nHuman Agent: Hi my name is Wendy.  One moment I will check your account.\nHuman Agent: You have an active cloud plan on camera ZMD16EQI7507447 mateo.  Are you wanting this plan cancelled?\nHuman Agent: You also have Google cloud plan subscriptions.  I am unable to cancel the subscription on my end, as you are subscribed via Google but you can follow this guide on how to cancel your subscription via Google. https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid"]
["Customer: I used to pay 14.98 to meshare monthly but I am seeing on my credit card statements that I haven’t been charged since September????\nCustomer: What is their number\nCustomer: Can I call customer service\n\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: I can chat with you.\nHuman Agent: Okay, what issues are you experiencing or what questions can I answer for you today?\nCustomer: I think I know what the problem is. I hav a new credit card. Same number but new expiration.\nHuman Agent: okay, you would want to update your card into in the app for the subscription so it renews with your new card.\nHuman Agent: to do that you would go to the Me section, then click payment management and enter in the new card info.\nCustomer: Could I have instructions please\nHuman Agent: to do that you would go to the Me section, then click payment management and enter in the new card info.\nCustomer: Thanks \nHuman Agent: No problem, if for any reason you have trouble with that just let me know."]
["Customer: Payment \nCustomer: Keeps saying payment hasn't been able to be made\nCustomer: I'm reaching out for further assistance \nCustomer: Payment \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see how you subscribed one moment. \nHuman Agent: It looks like your subscription is going through google, it shows on my end that all the cameras have expired for the subscription. You can try to subscribe again from the cloud section, but if it buffers or gives an error, you at that point would go to your google subscriptions and see if it has a resubscribe option in the subscriptions area or if it has an option to update your payment info then resubscribe. \nHuman Agent: To get to your google subscriptions you would Open the play store, click your profile in the top right, click payments and subscriptions, then select subscriptions or select payment. Let me know if you have any trouble or if you have any questions."]
["Customer: Troubleshooting\nCustomer: Cloud subscription\nCustomer: More help\nCustomer: Agent\nCustomer: Customer care agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\n\n\nCustomer: Hi Kylie! I’ve been paying a subscription for cloud storage 3 devices for several months at $23.99 per month and it turns out I was not actually receiving the service bc the devices were not enabled. I tried to view playback and was unable to do so. I feel like I’ve just been paying $23.99 a month for nothing! Can \nCustomer: Would I be able to get some kind of credit for the service paid and unused? Additionally the system will not let me enable the devices I have at this point. How is it that I’m allowed to subscribe to 3 devices, but not actually getting the service connected on my devices? Seems like I’ve been being charged for nothing in return.\nHuman Agent: When you go to the cloud area, scroll down to susbcirptions, then clickedit does it not allow you to enable any of the cameras? what happens when you try\n\nCustomer: I get an error\nHuman Agent: Can you tell me what the error is?\nCustomer: My issue is that the company has been charging me for a service that you were not rendering. I’ve been paying for nothing. It seems fraudulent that you’re charging me for nothing for several months now. So in addition to helping me add the devices I would like a credit or a discount on future subscriptions of my 3 devices.\nCustomer: Is there a phone number I can call to discuss this? I want this to be elevated, I’ve spent $100s on this service just to realize I was never receiving the service, so if you could connect me to a supervisor or someone that can help me resolve this via either refunds or future credits that would be fantastic.\nHuman Agent: Ultimately nothing we can do in regards to giving a credit or discounts, if you didn't have them assigned as you need to.  To resolve this issue I will need to know what error popped up. \nHuman Agent: I will contact my supervisor now, one moment. \nCustomer: So it’s ok to just take money for services not rendered? As I noted I would like to elevate this.\nCustomer: Ok thank you.\nHuman Agent: Currently my supervisor is not available for a call currently, I will need your information so I can schedule you for a call with them later on in the day when they are. What is your name and phone number?\nHuman Agent: also theyw ill need the error information, can you tell me what Error was popping up, if you can take a screenshot and send that that would be more helpful. \nCustomer: Why are you hanging up?"]
["Customer: I want to cancel my subscription \nHuman Agent: Hello, you've reached customer care, my name is Kylie, let me look up your account to see how you subscribed, one moment \nCustomer: -1\nCustomer: Thanks\nHuman Agent: It looks like your subscription goes through apple for the processor, I am unable to cancel the subscription from my end due to this. You would need to cancel the subscription from your apple account. You would go into the apple settings, select your apple profile, select subscriptions, tap on the subscription then choose the cancel option. When it is successfully canceled it will show an expiring date."]
["Customer: I sent the email. I did not get a response so I would like my $320 back.\nCustomer: I was not trying to pay $320. I told this lady that yesterday on the same app that I wanted the seven day free trial and somehow it ended up giving you guys $320. I would like my money back or do I need to call my bank and get my money back Because the lady told me that I need to go to the email and do it and I did and I got no response \nCustomer: Agent\nCustomer: Agent\nCustomer: So I just typed in agent twice and you’re still sending me the same message so I’ll just call the Dispute office and get my refund\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Mira is a chat AI, it takes her a moment to transfer you to us.\nHuman Agent: Im a real person though, let me review the chat above and look up your account, one moment.\nHuman Agent: I was not able to find an email in our inbox from simpsonchristine734@gmail.com did you send the message you mentioned perhaps from another email to us? If so just let me know what that email is, in the meantime I am still looking up more info here regarding the subscription. \nHuman Agent: The subsciption shows it is for 6 devcies, all the devices were subscibed on the 24th, I don't see where a free trial was started it looks like you only fully subscribed, I am not able to cancel the sub from my end due to the processor being google for it, if you haven't canceled already you can cancel from your apple subscriptions area. Once canceled successfully it will show an expiration date.\nHuman Agent: Unfortunately, cloud service charges are non-refundable so a refund is not possible. It states this in our terms of service which were agreed to when subscribing which are agreed to to subscribe."]
["Customer: Troubleshooting\nCustomer: How can I get video playback\nCustomer: I find the camera I want to see video playback and it doesn't do anything \nHuman Agent: Hello, you've reached customer care, my name is Kylie. What is the name of the camera your trying to view the playback on?"]
["Customer: cancel my cloud subscription\nCustomer: agent\nCustomer: -1\nCustomer: -1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like you are subscribed through Google so you would need to cancel via your Google subscriptions. Here is a link with more information on how to do that. https://support.google.com/googleplay/answer/7018481"]
["Customer: Troubleshooting\nCustomer: Representative \nCustomer: I renewed my membership and it has been paid for and it still won’t record my footage \nCustomer: Representative \nCustomer: Representative \nCustomer: Speak to agent\nCustomer: I paid for my renewal to record footage. It was $15 and some change. It still has not recorded footage and asking me to purchase it again. \nHuman Agent: Let me take a look at your account.\nHuman Agent: Thank you for your patience. It looks like your subscription was on cameras that you removed from your account. You will want to edit the enabled devices on your app. Tap on Cloud and scroll down to the active subscription. Tap on View Details and tap on Edit. Then you can select the cameras you want enabled on the subscription.\nCustomer: I selected the correct cameras when I purchased, but I will follow these steps and try again \nCustomer: It won’t allow\nCustomer: It says error occurred \nCustomer: I want the driveway camera, backwalk and back door. Not the yard. And it says error anytime I try to edit it\nHuman Agent: Alright, can you send a screenshot of the screen and the message when you try to edit the subscription?\nCustomer: D/static_file/c83473afa0_1_20241029135918.png\nHuman Agent: Okay, you may want to try restarting or uninstalling and reinstalling the app. It may have just not quite updated after I cleared the subscription from the old cameras.\nCustomer: So I need to delete my app and redownload it ?\nHuman Agent: The other thing you can try, is you can cancel the subscription in your Apple account and then resubscribe the devices. If you subscribe to the same number of devices and use the same Apple account, it will not charge again and will just restart the subscription on those cameras."]
["Customer: Agent\nCustomer: I can’t play back on my clips for almost 2 weeks now \nHuman Agent: Hello, you've reached customer care, my name is Kylie.  Let me look up[ your account, one moment.\nHuman Agent: I would like to try first having you unplug and plug in the cameras to see if that fixes the issue and triggers the camera to create a clip or not, at times when it is having trouble with the recording this can correct the issue. Just unplug and plug in the cameras that are currently subscribed. then let me know once they are back online. \nCustomer: ????\nHuman Agent: Looks like you didn't see my message, I sent \"I would like to try first having you unplug and plug in the cameras to see if that fixes the issue and triggers the camera to create a clip or not, at times when it is having trouble with the recording this can correct the issue. Just unplug and plug in the cameras that are currently subscribed. then let me know once they are back online. \""]
["Customer: I updated my payment last month because I changed bank accounts and you drafted my old account and got me service charged by that account so I’m trying to figure out what happened & why\nCustomer: So can I speak to an agent now?\nHuman Agent: Hi my name is Wendy.  Your cloud plans are through your Google play account.  Make sure your payment method on your Google play account is up to date.\nCustomer: I updated my payment through you guys and it even shows the new card on file. I’m trying to figure out why you charged my old one. Is the Google play account different from y’all system because if so, how do I do that?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account, To confirm is this the only account under the jeramy.meredith@gmail.com email that you have with us?\nCustomer: Yes\nHuman Agent: Okay, One moment\nHuman Agent: On my end it shows your subscription is going through google for the processing, im unsure why google would charge a previous card of yours unless they had trouble billing the first payment info and had the other payment info as backup. I am not able to see that sort of processing information due top google being the processor, You can try to check your google account to see what they have on file for you and reach out to them to make sure they do not bill other forms of payment from the past. \nCustomer: I don’t know how to access Google. I have an iPhone and I don’t use that for anything.\nCustomer: Is it in the App Store?\nHuman Agent: To check the google subscriptions, open the play store, hit your profile, then chose subscriptions or payments and subscriptions then subscriptions, once there it will show all subscriptions going through google for you. \nCustomer: Ok sounds good \nHuman Agent: Okay, is there anything else I can assist you with today?\nCustomer: I tried it doesn’t list anything under subscriptions\nHuman Agent: Okay, you may not be logged into the same google account as before, When you subscribed was it from this same phone before or another phone? You may have to log out of your current google account into another one that has the subscription tied to it. \nCustomer: I think I just need to cancel my service. How do I do that?\nHuman Agent: To cancel the subscription you have to cancel through google, so you will need to be logged into the account that has the subscription in order to cancel it as well, unfortunately we are unable to cancel from our end due to it going through google for the processing. \nCustomer: How in gods name am I supposed to access an account I can’t get in to\nHuman Agent: You can try reaching out to googles support for information on logging into google accounts, unfortunately that information is beyond my scope to be able to provide assistance with."]
["Customer: Troubleshooting\nCustomer: My camera is not working and I want to unsubscribe\nCustomer: Unsubscribe\nCustomer: Unsubscribe cloud\nCustomer: Camera doesn't work\nHuman Agent: Hello, my name is Grant. I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?"]
["Customer: ?\nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I hace subscribed to the platino plan with 24x7 continous recording \nHuman Agent: Okay, did you have questions regarding the plan or how can I assist you?\nCustomer: I hace adrede 3 cameras, however i cant view the videos, just alerts\nCustomer: Whats happening \nCustomer: ?\nCustomer: Who cant i view the recording \nCustomer: Can you help me?\nCustomer: Or i am losing my time\nCustomer: I pay $40 for this plan, i had higuera expectations\nHuman Agent: On my end it shwos you have 3 cameras but only 2 are subecibed right now, When you click playback on the cameras named camK002 and camK003 are you unable to see anything\nCustomer: Nop\nCustomer: I cant see videos about none cam\nCustomer: I previously had a plan with only 2 cameras that already expiren Jan 9\nHuman Agent: Odd. Can you go to the cloud section of the app and tell me if under the subscription's area you see the plan listed? \nHuman Agent: I want to see if it shows your old plan listed there or only the new plan. \nCustomer: I can see boto plans\nCustomer: I can see both plans\nCustomer: D/static_file/6d7f4a5d0d_1_20250113112958.jpg\nCustomer: The continous recording of the new plan itsnt work\nCustomer: And i no need see the old plan\nHuman Agent: The issue is it thinks you have two susbcriptins active at once. To resolve this issue you would go into your apple susbcirptions, cancel the plan for the current new susbcirption, make sure the old subscirption is canceled, tell me when you do that and I will do something called a cloud clear then After that you would go to the app and susbcribe again, As logn as you choose the same new plan and pricing it will not charge you again adn will onyl enable the cameras to the plan and allow you to edit them in the future.\nHuman Agent: I misspoke and said apple subscriptions, I meant google there. Do you know how tog et to your google subscription's to do cancel the plans? if not I can walk you through.\nCustomer: My ola plan is expired and cancel in google\nCustomer: I dont know why it is show in my app\nHuman Agent: Okay, to resolve this issue you would cancel the current subscirption in that google susbcription area then let me know ocne you do that so I can do as I explaiend above and do the cloud clear so you can enable the cameras propperly. \nHuman Agent: We have to go through this process to resolve the issue your having with the plan. The cameras basically think they are double subscribed and that's making it not work have to wipe both plans from the cameras then enable only the new plan to resolve the issue.\nCustomer: Ok a moment, are you sure that dont charge me again\nCustomer: ?\nHuman Agent: Yes, it will not charge you again as long as you select the same plan and pricing. If you do not and select the wrong plan google will think your wanting to change plans and charge again, if you choose the same plan it wont do that and it will jsut enable the cameras like we are wanting. \nCustomer: Ok a moment\nHuman Agent: Okay jsut let me know once you cancel the plan so I can do the clear from my end\nCustomer: Its done\nHuman Agent: Okay, One moment while I do that clear for you. \nCustomer: D/static_file/7baea70999_1_20250113114404.jpg\nCustomer: D/static_file/f9f2492b42_1_20250113114414.jpg\nCustomer: Okok please clear and inform me\nHuman Agent: Okay I did the clear so you can now resusbcirbe again int he app just like I said above, same new plan and same price as the one your wanting again.\nHuman Agent: Let me know once you do that and I will check to see if it shows as only one plan on the cameras then I will have you do one more test to make sure its recording properly. \nCustomer: Ok a moment \nCustomer: I cant resuscribed\nCustomer: D/static_file/266b5e6dd4_1_20250113114923.jpg\nHuman Agent: Try closing the app completely then open it again\nHuman Agent: it can do that at times if the app hasn't refreshed. \nCustomer: Ok a moment \nHuman Agent: Okay\nCustomer: I restarted the app and no refresh\nHuman Agent: Yes there wont be a refresh, restarting the app is how you refresh you just did it.\nHuman Agent: Now try again\nHuman Agent: Let me know if the same error occurs or not when you try to resubscribe. \nCustomer: Ok\nHuman Agent: Okay\nCustomer: The same error\nCustomer: D/static_file/cc06b4c16e_1_20250113120027.jpg\nHuman Agent: That is very odd. Can you one more time in your cloud susbcirptions make sure it shows the plan is canceled for both the old plan and the new plan?\nCustomer: Yes im gonna send you image\nHuman Agent: Okay.\nCustomer: D/static_file/95a336ac68_1_20250113120257.jpg\nCustomer: D/static_file/072fb9b6a1_1_20250113120314.jpg\nCustomer: D/static_file/c481c9902e_1_20250113120321.jpg\nCustomer: D/static_file/f173b829f7_1_20250113120329.jpg\nCustomer: May be chance the name of cameras?\nHuman Agent: You would have to check in your google subscriptions to see if it shows canceled there not in the app as you are now.\nCustomer: D/static_file/3184df29b6_1_20250113120721.jpg\nCustomer: Yes\nCustomer: I am waiting\nHuman Agent: I replied above\nHuman Agent: I said \"You would have to check in your google subscriptions to see if it shows canceled there not in the app as you are now.\"\nCustomer: Ok\nHuman Agent: Okay\nCustomer: D/static_file/fc36b37e53_1_20250113121800.jpg\nCustomer: I cancel in google the suscribtion\nCustomer: And now\nCustomer: ?\nCustomer: ?\nCustomer: Heeey\nHuman Agent: Okay, this is very strange that its not allowing you to resubscribe again, For this issue since what we have tried is not able to resolve the issue I will need you to schedule a call with my supervisor so they can better assist you, currently today they are away for the day and wont be back till tomorrow, I will send you the call scheduler, please schedule the call for tomorrow at any of the available times you prefer and they will be call you. All our scheduling is done on central time so just keep that in mind if you are not within that time zone.  When you schedule just explain the issue and that we were unable to resolve it so they are aware, I will already make notes of that from my end as well for this chat so they can review it in full to see what we have already done.\nCustomer: Im out to USA\nHuman Agent: Thats okay, Do you have a US number at all you can use for the callback at all?\nHuman Agent: with our system we are only able to call US phone numbers so as long as you have a US number we can do outbound calls to other countries, we just cant do outbound calls to non US numbers. \nCustomer: I dont habe US Phone number\nHuman Agent: Oh dear, Okay. Only think I could possibly do is have you contact again either Via Chat tomorrow and you can request a supervisor then to assist you via chat, or I can have my supervisor contact you via email to help try and resolve this issue.\nHuman Agent: If my supervisor was here today I would be able to transfer the chat directly to them for this issue under normal circumstances  but unfortunately they are out for the whole day today.\nCustomer: Ok please that your supervisor contact me for email ASAP\nCustomer: I need to resolve \nHuman Agent: I understand im sorry we are unable to help resolve this today. Only way they can contact you is via email is the email bgcampos1@gmail.com the best one for them to reach out to you on?\nCustomer: Yes\nHuman Agent: Okay perfect, I will pass along that info to them, have a wonderful day."]
["Customer: I need support\nCustomer: Its about my cloud service, i hace a plan with continous recording but i can see the videos\nCustomer: I hace followed tose steps but the app tells me that there are not recording even though the premios plan dos apoyar sinscribed\nCustomer: Agent\nCustomer: Agent\nCustomer: Ok\nCustomer: Im waiting\nHuman Agent: Hello, my name is Kylie. It looks liek you have 2 cameras currently enabled to the susbcription but may have accidentally taken one off from the subscription. When you go to the cloud area, and click View details do you see any option to enable the third camera? \nCustomer: ?"]
["Customer: I have purchased the subscription for my camera but its not showing the feeds\nCustomer: talk to agent\nHuman Agent: What is the email address or phone number for your account?\nCustomer: kbrown9783@verizon.net\nHuman Agent: Alright, let me take a look at your account.\nCustomer: ok\nHuman Agent: I am looking through your subscriptions now, but it looks like you had subscribed other cameras and removed them from your account.\nCustomer: yes i have purchased new camera's\nCustomer: i want to add them \nHuman Agent: So, There are 5 subscribed devices. One subscription is the Premium Yearly Plan for 4 devices. The second is a Premium Yearly Plan for 1 device. \nHuman Agent: I can cancel the subscription and move the remaining subscription time to the new cameras on your account. The cameras will record for the remaining subscription time and at the end of the subscription, it will expire. You can then start a new subscription for the cameras if you want them to continue renewing after they expire.\nCustomer: So you are moving subscription to my new camera's/\nCustomer: I already added my new camera's on account please do that.\nHuman Agent: I would cancel the subscription that is on the old cameras and move the remaining subscription time to the new cameras. \nCustomer: ok\nCustomer: I have 4 new camera's\nHuman Agent: Yes, I can see the four cameras on your account currently.\nHuman Agent: I will need to send an email to that email address and I will need a reply giving me permission to cancel the subscription and move the subscription time to the cameras.\nCustomer: ok\nHuman Agent: Have you received my email requesting permission to cancel the subscriptions?\nCustomer: Let me check\nCustomer: Yes We have received the email.\nCustomer: Let me revert it back\nHuman Agent: Alright, I will need a reply giving me permission to cancel the subscriptions and move the remaining subscription time to the new cameras.\nCustomer: Please check you received the email\nHuman Agent: I just received the email. It will take me a few minutes to move the subscription time over.\nCustomer: ok\nCustomer: is this done\nHuman Agent: I am working on it. I have to manually change the time on 9 devices.\nCustomer: ok\nCustomer: How much time it will take\nHuman Agent: I am almost done. I appreciate your patience.\nHuman Agent: Thank you for your patience while I changed the subscriptions. I have canceled the subscriptions and moved remaining subscription time to the new cameras on your account.\nCustomer: ok so can you help me how to check \nHuman Agent: You would look in your app. You can tap on Playback to view the recorded footage. It usually starts showing footage within 10 minutes, but can sometimes take up to 60 minutes to record a small backlog of footage before it starts showing it.\nCustomer: ok\nCustomer: Is it another way to check or go in front of camera\nHuman Agent: The cameras are recording continuously. So when you tap on Playback, there will be footage there. But as I said, it usually takes about 10 minutes, but can take longer.\nCustomer: I just move outside so can you check its showing there\nHuman Agent: I cannot see the footage on your account. You can tap on Playback in your app to view it."]
["Customer: Morning!  I need to cancel my subscription.\nCustomer: agent\nCustomer: Thank you.\nHuman Agent: Let me take a look at your account.\nCustomer: Thank you.  I was just charged.\nHuman Agent: Thank you for your patience. I see a Monthly Premium Plan for two devices on your account. I have canceled the subscription and it will not renew again.\nCustomer: Thank you.  Why did it renew even though I ended it on my phone a couple of weeks ago?  It was supposed to end on October 22.\nHuman Agent: You would need to cancel the subscription through the web app at user.zmodo.com. Just removing the cameras from your account does not cancel the subscription.\nCustomer: Okay, thank you.  Also, is the billing through Meshare?\nHuman Agent: YEs, you may see meShare on your billing as that is the cloud platform that the cameras use to save footage.\nCustomer: Yes\nHuman Agent: Alright, do you have any other questions?\nCustomer: Thank you so much for your help and canceling my subscription.  Have a great day!\nHuman Agent: You're welcome. You have a good day, too."]
["Customer: Troubleshooting\nCustomer: Can you call me?\nCustomer: My cloud doesn't work, but the money was withdrawn\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?"]
["Human Agent: need help with cloud storage\nHuman Agent: agent\nHuman Agent: agent\nHuman Agent: need to speak to live person\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?\n\nHuman Agent: hi\nHuman Agent: Hello\nHuman Agent: i had to cancel my i cloud service on my i cloud account because i dont want to be charged there\nHuman Agent: i want to pay for those particular cameras with paypal on the zmodo websites like my other cameras\nHuman Agent: is that possible?\nHuman Agent: Yes the website is user.zmodo.com you just want to wait for the time you already paid for to be used. \nHuman Agent: Unless you requested a refund from apple. \nHuman Agent: ok great that is what i thought\nHuman Agent: Yep, is there anything else we can help with today? \nHuman Agent: no thanks\nHuman Agent: actually\nHuman Agent: my subscription ends november 1, does it mean i need to renew Nov 2 at 12am?\nHuman Agent: The one via us or the one via apple \nHuman Agent: You can do it at mid night or the next day as long as you are okay with some hours being missing. \nHuman Agent: ok, do you have any special coupon for 4 devices ?\nHuman Agent: for cloud storage\nHuman Agent: Not currently, we typically have sales around the holidays so might have something for Halloween\nHuman Agent: ok great\nHuman Agent: thank you , bye\nHuman Agent: I hope you have a great day!"]
["Customer: My subscription is not working.It says that I have to fix my payment issue.I don't know what I need to do to fix it\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. To check the status of your subscription managed by Google, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to see its status."]
["Customer: Hello, there was a fire at My residence where I have my cameras set up. So they're no longer being used. And I would like to cancel any Cloud subscription I might have can you help me with that please?\nCustomer: Agent\nCustomer: Yes, I'm wait I'm waiting for the agent to respond to me.\nCustomer: All I want to do is cancel any cloud service I might have since I don't need it anymore.\nCustomer: Are you still there Dilon H.???\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I apologize for the delay. One moment as I check your subscription. \nHuman Agent: You don't seem to have any active cloud subscriptions on this account at present as your only subscription expired when it failed to renew in April of this year."]
["Customer: Speak to representative\nHuman Agent: Hi my name is Wendy\nHuman Agent: How can I help?\nCustomer: Speak to representative\nHuman Agent: Hi how can I help you?\nHuman Agent: I am a representative.\nCustomer: I’m having trouble having footage for the right cameras and also I think I overpaid because it’s confusing service\nHuman Agent: Which camera are you having trouble with?  What is the name or ID?\nCustomer: Cesar corona\nCescorona961@gmail.com\n\nI need camera 1,2,3,4 24 hours \nHuman Agent: It looks like you signed up for a Zmodo cloud plan and have Smartz cloud plans.  You would really only want to have subscriptions under one app\nHuman Agent: Zmodo 7-day monthly plan on ZMD14EUDA263911 1 will next renew around Nov 14, 2024.\nCustomer: Yes, under one bundle for the lowest price for each camera\nHuman Agent: You could cancel your plans then after they have expired sign up for new plans all under (1) app\nHuman Agent: You have a 7-day monthly zmodo plan then looks like two different types of Smartz plans 60-day yearly and 60-day monthly.  The cloud plans have changed on the Smartz app though\nHuman Agent: Did you cancel both the Smartz  monthly & yearly apple plans? We have limited info for Apple plans but it looks like you possibly cancelle dthe monthly plans today?\nCustomer: I’m in the road right now would you be able to call me on my phone number 619-362-1527\nHuman Agent: I just sent you an invite so you can schedule a callback.  \n\nI am not a phone agent\nCustomer: It won’t let me click submit"]
["Customer: I just paid to subscribe for 1 device for a year today 1-30-25 for 49.99. When I looked back at it it show that it renews on 6-25-25 why?\nCustomer: Sorry it show 6-11-25 is when it shows renew date.\nCustomer: So a year subscription is only 5 and a half months? Isn't that false advertisement?\nCustomer: How do I get in touch with customer service?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account one moment \nHuman Agent: It looks like your subscription is going through google for the processor, To look at the renewal date for the subscription you would look at the details from the subscription area for google\nHuman Agent: To do that you would open the google play store on your mobile device, click your profile in the top right, then select subscription or billing details to view when it will renew. \nCustomer: Google shows renew on 1-30-26\nCustomer: Agent \nHuman Agent: yeah im here\nHuman Agent: that's the correct subscription renewal date. \nHuman Agent: did you have any other questions I can assist you with today?\nCustomer: So since yours shows 6-11-25 it won't end then?\nCustomer: Since you have the on and off switches not Google.\nHuman Agent: it will not end on 6-11-25 no\nCustomer: Ok thanks \nHuman Agent: No problem, have a great day!"]
["Customer: I want to unsubscribe from the cloud service. How do I do that?\nCustomer: There is no unsubscribe or cancel option\nCustomer: No. I want to cancel the cloud subscription \nCustomer: Agent \nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account and see what processor your subscription goes through, To confirm your account is under the email bakinlady320@gmail.com correct?\nCustomer: Yes\nHuman Agent: Okay, For this account it looks like the subscription goes through apple for the processor, to cancel an apple subscription you would go into your phone settings, select your profile, select subscriptions, then you should see the subscription and can select it and chose to cancel there.  \nHuman Agent: Once its canceled it will show the end of service date.\nCustomer: Can you see if I successfully canceled my subscription?\n\nI also need a RMA number so I can return the merchandise. And the directions to return the items.\nCustomer: Agent\nHuman Agent: Hello, For apple subscriptions because the billing goes through apple it wont show on my end right away for the canceleation, if you look in the subscription area where you canceled it does it show an end date?\nCustomer: Expire 11/18/24\nHuman Agent: Did you order the cameras directly though us or through a third party such as amazon or ebay?\nHuman Agent: Great, if it shows the end date then it has been canceled successfully, good job. \nCustomer: payment made with PayPal\nCustomer: EP Technology Corporation \nHuman Agent: Okay, in your email will be the order information that you can use for the RMA, let me get you a link to the RMA form\nCustomer: I haven’t gotten the link \nHuman Agent: https://zmodo.com/rma Here is a link to the RMA form,"]
["Customer: My Big Picture camera is not connecting to my account. When I try to add it, I get an error. Unable to.... Please add it to my\nCustomer: -1\nCustomer: It is part of my group of cameras, but not connected to my back-up. I thought I was reaching out to customer service \nCustomer: -1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device, can you send me all the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid. \n\nCustomer: My camera is online and working. It's just not connected to the back-up . I will have to open the app again. If I lose you what do I do 😔\nHuman Agent: what do you mean by the backup?\nHuman Agent: the chat will still be here its fine\nCustomer: Zmd19G1IHC27333\nCustomer: The service I pay for so I can go back and review more than the current day\nCustomer: It will not let me enable it to the subscription I have \nCustomer: I keep getting an error when I try to edit the enabled devices \nHuman Agent: can you take a screenshot of the error that occurs for you when you try to enable it?\nCustomer: I will try again, it doesn't stay long and I haven't succeeded yet at a picture.\nHuman Agent: Okay\nCustomer: D/static_file/48b2c5c545_1_20250131140929.png\nCustomer: D/static_file/df1e8e40d3_1_20250131140942.png\nCustomer: D/static_file/01dbe7e76f_1_20250131140946.png\nCustomer: I've been getting this message for awhile, just didn't know how to reach out for help...\nHuman Agent: Okay, have you tried deleting and reinstalling the app at all? \nCustomer: No, I have not\nHuman Agent: Okay, I would like for you to try doing that, totally delete and reinstall the app. Once your logged back into the account then try to enable the camera to the plan again. \nCustomer: If it doesn't work, do you have another suggestion or just try this again?\nHuman Agent: another option would be top try doing it from another device or restarting the phone. \nCustomer: D/static_file/9c896c4ee4_1_20250131142158.png\nCustomer: I have tried restarting and another device \nHuman Agent: Your in the Zmodo app, you subscribed from the Smartz Eaze app, you would enable cameras from there."]
["Customer: Hi\nCustomer: My camera will expire on Oct 30\nCustomer: I need to stop my Camera on Oct 30\nCustomer: After that date,\nCustomer: I will cancel the service \nCustomer: Agent \nCustomer: Ok \nCustomer: Hi\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Do you mean you want me to go ahead and cancel your cloud subscription so it does not renew further? You'd still have the full service you already paid for. \nCustomer: My camera will expire at the end of Oct. after that day, I am going to use another credit. Please do not automatically charge on my old credit . \nCustomer: Yes, please do not automatically renew with my old credit. It makes me trouble \nCustomer: Or please unsubscribe after Oct 30th\nCustomer: Please do not automatically renew!\nHuman Agent: If you want to change cards, you could instead just go ahead and change your payment method at which point you would not need to cancel. \nCustomer: No no \nCustomer: And I do not want to automatically renew \nHuman Agent: Okay, you had mentioned wanting to change cards so I wanted to let you know in case that was what you were wanting. I'll go ahead and get it cancelled then so it will not renew. \nCustomer: Let camera work until Oct 30th ( this is the last day, right?)\nCustomer:  Thanks!\nCustomer: It still work before it expires, right?\nHuman Agent: They will still have the service time you paid for through 11/1/24. \nCustomer: Thanks! Make sure no charge more\nHuman Agent: It will not renew unless you resubscribe."]
["Customer: Transfer subscription \nCustomer: 1\nCustomer: Phone number\nCustomer: Agent\nHuman Agent: Hi my name is Wendy\nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\nCustomer: Doesn’t give me option to edit\nCustomer: Hello\nHuman Agent: Hello, you've reached customer care, my name is Kylie, how can I assist you today? what re you trying to edit? \nCustomer: I’m trying to transfer my subscription from one device to another because the device I had premium on before I’m no longer using and I already paid this months payment \nHuman Agent: Okay, let me look up your account and see how you subscribed first here. \nCustomer: Thank you \nCustomer: Or if it’s easier to just get a refund since it barely paid yesterday, I can apply that to a new subscription for the device. I’m trying to subscribe with.\nHuman Agent: It looks like your subscription was going through apple for the processor. Are you able to go to the app to the cloud section and scroll down to subscriptions and see the subscription? if you do see it there it should have an edit button, you would click that then chose to enable one of the cameras to the subscription, if you do not see the subscription there please take a screenshot of what it looks like for me and send it into the chat here. \nCustomer: The Zmodo app? \nHuman Agent: Yes in the app you would follow the instructions above. \nCustomer: I was able to do it! \nCustomer: Thank you! \nCustomer: That was all I needed have a great day 😊\nHuman Agent: Fantastic, good job. Thank you as well have a beautiful day."]
["Customer: I switched out a camera that had cloud recording. The new camera in its place now doesn’t HVe cloud recording.\nI pay for 2 cloud services. How do I get cloud recording on the new camera?\nCustomer: The bad camera had cloud recording \nI used a separate camera in its place. Why can’t I have cloud recording that I am already paying for on the switched out camera?\nCustomer: What is your telephone number\nCustomer: Agent\nHuman Agent: You would want to edit the subscription in your app. Tap on the Cloud tab and scroll down to the active subscription. Tap on View Details and then tap on Edit. You can then enable one of the other devices on the subscription.\nCustomer: Ok I’ll try that\nCustomer: My screen is blank\nCustomer: When tapping on the cloud tab at the bottom of the home page\nHuman Agent: You do not see anything at all on the Cloud tab? Then you may want to restart or uninstall and reinstall the app.\nCustomer: I’m getting something now just a minute\nCustomer: Ok, I enabled the camera\nCustomer: I get about 5 seconds of movement of someone walking then it stops\nCustomer: Maybe I need to reinstall the app?\nHuman Agent: The camera will have just started recording. So there would not be any footage from before you enabled the subscription on the camera. Anything from before that would just be the short clips of motion.\nCustomer: When I try to slide it over to see more recording it says I need to subscribe\nCustomer: Ok\nCustomer: I understand\nCustomer: Thanks\nCustomer: I’ll check it again later \nHuman Agent: You're welcome. Please do not hesitate to contact us if you have any questions or need any other assistance.\nCustomer: By"]
["Customer: I need to make the payment but I can't, I don't know what's happening \nHuman Agent: Hi my name is Wendy.\nHuman Agent: One moment I will check how you are subscribed.\nHuman Agent: Your cloud plans are paid through your Google play account.  Make sure your Google play payment method is up to date\nHuman Agent: It looks like the cloud plans expired do to non-payment.  You would want to sign up for new cloud plans on your cameras.\nHuman Agent: You can subscribe on the phone app by tapping on the cloud icon, choose the plan you want, choose the cameras, and subscribe."]
["Customer: Payment has came out of bank for cameras and I still can’t go back and view them.\nCustomer: Further assistance. It’s wanting me to pay again \nHuman Agent: Hi my name is Wendy\nHuman Agent: One moment while I check your account.\nCustomer: Agent\nHuman Agent: You will want to enable the (5) cloud plans on the cameras you would like. \n\nGo to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\nCustomer: The ones I want is clicked and when I go to the subscriptions it gives me an option to cancel it.\nHuman Agent: Please follow these steps to enable the cloud plans.\n\nGo to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\nHuman Agent: You can also enable the plans from a computer on the web app if easier.\n\nLink to web app:  https://user.zmodo.com/login\n\n\nCustomer: There is nothing in enable. Says renewal date is 3/16/2025\nHuman Agent: Could you please provide a screenshot of where you are trying to enable the plans?\nCustomer: D/static_file/276f176681_1_20250221111427.png\nHuman Agent: Go back to the Zmodo app home screen and tap on the cloud icon\nHuman Agent: Tap on \"view details\" of the cloud plans\nHuman Agent: Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\nCustomer: D/static_file/f0e036778c_1_20250221111612.png\nHuman Agent: You are in the wrong area.\nHuman Agent: You will see the cloud icon on the Zmodo app home screen\nHuman Agent: tap on the cloud icon\nCustomer: D/static_file/af87da6d35_1_20250221111710.png\nHuman Agent: tap on \"view details\"\nCustomer: Ok I think I figured it out thank you\nHuman Agent: Okay great!"]
["Customer: I need help registering a camera on my cloud plan \nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you trying to subscribe from the mobile app or the web app?\nCustomer: I have the unlimited plan for 99 dollars and have a new camera installed but is not in the 30 day plan \nCustomer: I don’t have the option to subscribe it\nCustomer: Mobile app\nCustomer: Hello \nCustomer: Agent \nCustomer: Agent help \nCustomer: Agent \nHuman Agent: Yes I am here, On the smartz app you would go to the cloud section, scroll down to the subsciptions, click view details or a edit option then select the camera on the list and click enable. If you try this and have trouble please take a screenshot of the cloud area there to show me how it looks on your end.\nCustomer: Agent help\n\nCustomer: What was that you haven’t help me yet"]
["Customer: Hi, how are you?\nCustomer: I came to this page https://www.zmodo.com/replay-indoor-cameras-with-500gb-hard-drive#:~:text=24%2F7%20continuous%20recording%20means,the%20included%20500GB%20hard%20drive.\nCustomer: and also this page\nCustomer: https://www.zmodo.com/wireless-smart-security-camera/\nCustomer: I'm looking an info about 24/7 cloud recording\nCustomer: what is the cost of 30-day premium Continuous Cloud plan?\nCustomer: can I speak with an agent?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Zmodo's 30-day platinum plan is $9.99 per month or $99.99 per year. Pricing is per device. \nCustomer: thanks, and that's true 24/7 recording? not just motions, right?\nCustomer: do you only provide options for 7 and 30 days? no option for 14 days?\nHuman Agent: The recording would be intelligent recording where it records all motions as video and otherwise does a screenshot every 10 seconds when no motion is detected. \nCustomer: Hi Dilon, hope you are doing well\nCustomer: so this is not a full CCTV like recording?\nHuman Agent: Yes, there is the premium 7-day plan and platinum 30-day plan. We do not have a 14-day plan. We have a partner that has a 60-day plan if you would like. These amounts of days are purely the time the recording is held on our server, not the length of the plan itself. \nCustomer: Ok, so it's actually a motion-based recording, not a full CCTV recording, right?\nHuman Agent: It's not constant video if that is what you mean, unless it were a situation where motion were always detected or something of that nature. Otherwise any time with no motion detected would just be a screenshot every 10 seconds. \nCustomer: oh...\nCustomer: because the website is misleading...\nHuman Agent: In what way?\nCustomer: https://www.zmodo.com/wireless-smart-security-camera/\nCustomer: this page says\nCustomer: 30 Days of Continuous Cloud Recordings\nCustomer: continuous means CVR - continuous video recording or 24/7 Recording\nCustomer: like Google Nest and Ring do\nCustomer: I thought Zmodo allows that as well\nHuman Agent: The continuous here is meant to be continuous intelligent recordings, though this is also not a live listing of a product that is being sold or listed in our products at present. \nCustomer: I got it sad... is there a page that explicitly explains that?\nCustomer: is this a true 24/7 recording?\nCustomer: https://www.zmodo.com/replay-indoor-cameras-with-500gb-hard-drive#:~:text=24%2F7%20continuous%20recording%20means,the%20included%20500GB%20hard%20drive.\nCustomer: i.e. Zmodo Replay Indoor\nCameras with 500GB Hard Drive\nHuman Agent: There is not a webpage with that specific of information regarding cloud, though we're always willing to answer questions customers may have. \n\nThe NVR in that listing is capable of intelligent recording or constant video recording, though that is again another listing that is not active and is not listed in our current products. \nHuman Agent: By capable of both, I mean there is a setting in the NVR you can choose which to have it do. As intelligent recording saves space so the footage is held on the hard drive longer, but some customers did prefer constant video recording so there was an option for it on those NVRs. \nCustomer: got i, thanks!\nHuman Agent: No problem. Is there anything else I can help you with for now?\nCustomer: nope. thanks\nHuman Agent: Okay, have a good evening! \nCustomer: you too, thanks!"]
["Customer: Troubleshooting\nCustomer: Cloud Storage Question\nCustomer: accessing cloud storage\nCustomer: representative\nHuman Agent: How can I assist you?\nCustomer: I currently have a 7 day cloud subscription, but was wondering if there was any way to access footage from past that time window.  Even if only just one additional day?  \nHuman Agent: No, unfortunately, only the last 7 days of footage is saved. After that time the footage is deleted.\nCustomer: Ok.  Thank you.\nHuman Agent: You're welcome."]
["Customer: I wanted to cancel the renewal \nCustomer: Agent \nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: I don’t think so \nHuman Agent: If you do not have access to an iOS device currently you can follow this guide on how to cancel your subscription via Apple. https://support.apple.com/en-us/HT202039\nCustomer: Why was signing into Apple ?\nHuman Agent: Apple processes the in-app purchases on their devices. Your subscription was made through the mobile app on your iOS device. So it will need to be canceled through the Apple account you used to start the subscription."]
["Customer: I need help with cancellation a subscription and getting a refund \nCustomer: Agent \nCustomer: Ok\nCustomer: U there\nHuman Agent: Yes, I was taking a look at your account and your subscription.\nCustomer: Ok kool\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: Ok\nCustomer: I accidentally subscribed to 2 subscriptions and got charged for both \nCustomer: Yes IOS\nHuman Agent: When you upgrade your subscription, Apple cancels the original subscription and will issue a prorated refund on the original subscription.\nHuman Agent: If you want to cancel the subscription, then you will do that in your Apple account.\nHuman Agent: Open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option.\nCustomer: Oh ok kool\nCustomer: Ok thx\nHuman Agent: You're welcome.\nCustomer: Do i do that from the home page \nHuman Agent: You would cancel the subscription from your phone settings.\nHuman Agent: Open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option.\nCustomer: Ok thx u have a gd day \nHuman Agent: You're welcome. You have a good day, too."]
["Customer: Donde puedo restaurar el service oh pagan la menbrecia\nCustomer: Agrnte\nCustomer: Agente\nCustomer: Quiero pagan la Mercia\nComo restaurar la sudcricion\nCustomer: Hola como restaurar el service \nHuman Agent: Si está intentando iniciar una suscripción en sus cámaras, puede hacerlo a través de la aplicación móvil o la aplicación web. Puede hacer clic en la pestaña Nube y luego seleccionar la suscripción que desee. Haga clic en Suscribirse y luego seleccione las cámaras a las que desea suscribirse.\nCustomer: Ya lo que necesito es pagan para que me bulbs a gravar \nHuman Agent: Lo siento, no entiendo tu mensaje. ¿Estás intentando iniciar una suscripción en tus cámaras?"]
["Customer: hello i want to cancel my cloud subscription of my 3 devices \nHuman Agent: Hello, my name is Grant. I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: Agente\nCustomer: Agente\nCustomer: Hi\nCustomer: Hello I have a problem with subscribing my cameras, I'm being charged for cloud storage of 3 devices, but I don't have the benefits. \nCustomer: Tengo activas las suscripciónes pero no están almacenando nada en mi nube\nCustomer: Quiero alguien de soporte tecnico\nCustomer: Agente\nCustomer: \"Agente\"\nCustomer: Hi\nCustomer: Agent\nCustomer: Agent\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Agent"]
["Customer: Billed twice for cloud\nCustomer: Phone number for agent\nHuman Agent: Hi my name is Wendy\nCustomer: Hi\nCustomer: Terence\nHuman Agent: Let me check how you are subscribed, one moment\nCustomer: I waited until my cloud was going to renew and grouped them all together and charged it. I didn’t realize that you guys billed part of those a day prior to the renewal\nHuman Agent: It looks like you were charged for the (4) 7-day yearly plans on Sept 2 then upgraded that same day to (5) 7-day yearly plans.  Is this the charge you are talking about?\nCustomer: I added a camera yes. But the only way was to group them all together so it charged $249.95, but then I got my credit card bill and you guys charged me the $199.96 the day prior to my renewal date\nCustomer: So the 4 cameras over lapped and I was billed twice for the same cameras\nHuman Agent: Apple should have given you a refund for the 4 camera plan, then charged you again for the 5 camera plan.\nCustomer: Nope\nHuman Agent: Did you make sure Apple didn't issue a refund?\nCustomer: Let me check my credit card\nHuman Agent: You would want to contact Apple to see what happened.  The payment goes through Apple.\nCustomer: My apologies, it is credited back but it was on a different billing cycle.\nHuman Agent: oh okay.  Glad you got the credit\nCustomer: Thank you"]
["Customer: Unsubscrib3\nCustomer: How to unsubscribe cloud\nHuman Agent: Hello, my name is Grant. I do not see an active subscription on your account. Do you have another email address or a phone number that you may have used for your subscription?"]
["Customer: agent\nCustomer: my cloud plan isn't working\nCustomer: agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you elaborate more of what is not working with the cloud plan?\nHuman Agent: I also would like to look up your account, what is the email you used when creating the account?\nCustomer: dbaskin219\nCustomer: dbaskin219@gmail.com\nCustomer: hello?\nHuman Agent: Okay, for the camera that has the subscription which is named Camera 1 Front Door Can you disconnect it from the socket for 10 seconds then put it back into the socket again and let me know when its back online? once its back online then I will have you try moving In front of it for me so we can get the camera to create a clip. You would want to totally disconnect it for this process so if the light is connected to a light switch to turn it on and off flipping that wont totally cut off all power like we are wanting just so you are aware and don't accidentally only do that. \nCustomer: ok, i will try that once i get home. \nHuman Agent: Okay, we will have live support until 6PM central time so if you still have any trouble after doing this please contact us again."]
["Customer: Set up\nCustomer: Why are y'll taking out 2 payments each month \nCustomer: Do you have a phone number that I can call \nCustomer: -1\nHuman Agent: It looks like you have two separate subscriptions. Your subscriptions were started through Google accounts. So you would want to check the Google accounts you may have used and cancel the subscription.\nHuman Agent: To check the status of your subscription managed by Google, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to see its status."]
["Customer: Agent\nHuman Agent: How can I assist you?\nCustomer: You told me you were going to scan the chat history is this an agent?\nCustomer: Is this the real agent a live agent?\nHuman Agent: Yes, the only message in the current support chat is \"Agent\". I can go look at past chats if you have had a previous support chat open.\nHuman Agent: Yes, I am a live agent. My name is Grant. How can I assist you?\nCustomer: I’ll explain it. I just wanted to make sure I was trying to talk to an agent. I tried to get a support for days now I have paid you guys for my cloud service and the app is saying that I need to subscribe like I never paid it. I can show you a screenshot of my bank. I’m not paying this again. I just paid you guys just a couple days ago, there’s been some mistake and this happened before and got my Zmodo out and I paid it again but I’m not doing it this time you guys just got my money two days ago \nCustomer: I’ve been without any cloud service if my car was vandalized again, and I had to call the police and pay for the damage again this would be on me\nHuman Agent: The last renewal I see on your account was on 8/25/2024 and the subscription then expired on 9/25/2024. You said that you have a screenshot of the billing and the charge, could you send that screenshot?\nCustomer: Yes, I do\nCustomer: D/static_file/ea805fc13c_1_20241101174500.jpeg\nCustomer: D/static_file/956a1e2b53_1_20241101174508.jpeg\nHuman Agent: Okay, can you check in your Apple account for the charge? You can check the purchase history. You can also look at the subscriptions in the Apple account.\nCustomer: D/static_file/852630c1b8_1_20241101174707.png\nCustomer: D/static_file/32087ed775_1_20241101174718.jpeg\nCustomer: Sir, I’m not trying to cheat anybody out of anything. You guys have taken my money before and I didn’t say nothing the first time because I can’t get a hold of you guys and now this is done this again. This cannot scam and take peoples money and not give them the service and now you’re questioning me I paid you guys this you gladly took the money, but you’re not giving me the service, I’m not gonna get my car vandalized again because of this \nCustomer: Four days you guys wouldn’t give me an agent and repeatedly you guys told me we don’t give refunds. I’m not asking for a refund. I’m asking for my service that I paid for.\nHuman Agent: Do you have another email address or phone number you may have used for an account? It also looks like you had a Smartz Eaze plan as well, but there is not a previous Smartz Eaze plan on the camera on your account.\nCustomer: I did because it did the same thing before so I had to repay it again and I use my other Zmodo camera\nCustomer: But last time it wasn’t just 499 it was actually 999\nHuman Agent: You have another Zmodo camera?\nCustomer: I have just logged out and locked back into my account ANAHENSLEY 83@iCloud.com\nCustomer: I did have another one. I haven’t used it in months.\nHuman Agent: What is the email address for that account?\nCustomer: My old email address is anahensley 83@gmail.com\nCustomer: I have not used that camera in over three months\nHuman Agent: I want to let you know that the Live Chat support will close in 9 minutes. If we run out of time, then I will send you an invitation to schedule a callback with us.\nHuman Agent: Well, it looks like the subscription you started was on that account for that camera.\nCustomer: I tried to get a callback, but everybody said that there was no number that I could not talk to anybody\nCustomer: What do you mean?\nHuman Agent: There is a camera that was subscribed through that account that has a subscription that expires on 11/25/2024.\nCustomer: Sir, last month, the camera that I’ve been using I paid for that\nCustomer: No, I’ve been using the one that I have have on my window now for three months without an issue and all of a sudden, now there’s an issue\nHuman Agent: So you started the subscription on that camera and account instead of through your anahensley83@icloud.com\nHuman Agent: As for the callback, there is not a number that you would call. You would make a callback appointment and we would call you.\nCustomer: Sir, I am using the Anna Hensley 83@gmail.com\nCustomer: Yes, please can you call me please my number is 573-789-7152 to fix this issue please\nHuman Agent: You are logged in to anahensley83@icloud.com right now.\nCustomer: Yes, I am aware which one I’m logged into\nHuman Agent: Okay, I just wanted to clarify, because you just said you were using the gmail.\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: No, I’m not using the Gmail account that was on my old camera\nHuman Agent: I understand. I was just clarifying because you said \"Sir, I am using the Anna Hensley 83@gmail.com\" in your statement before you sent your phone number.\nCustomer: Sir, I am so exhausted. I just got off work. I’ve been fighting with Zmodo support for days now about this issue. I apologize. I said it wrong. My old account was under the Gmail now I am using my iCloud. I had to change it and set up everything because you guys didn’t put my cloud subscription on my first camera, and I’m here at the second time in this mess \nHuman Agent: It looks like that subscription you see in your Apple account was started on the anahensley83@gmail.com account and so the camera that was on that account is what is subscribed. That is why you do not see the subscription on your \nanahensley83@icloud.com\n account.\nHuman Agent: I would recommend canceling that subscription in your Apple account and contacting Apple support to see about a refund. Because that subscription was started on a different account, it would not be able to be moved to the anahensley83@icloud.com account. Then you can start a subscription through the anahensley83@icloud.com instead of through the Gmail account.\nHuman Agent: The Live Chat support will be closing for the evening. You can tap on Schedule Call to make a callback appointment if you would like.\nHuman Agent: The Live Chat support will be closing for the evening. You can tap on Schedule Call to make a callback appointment if you would like."]
["Customer: I'd like to unsubscribe my Cameras \nCustomer: So i have to delete a camera to unsubscribe?\nHuman Agent: Hello, my name is Grant. I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?"]
["Customer: Troubleshooting\nCustomer: I've had two cameras for years and now it says that I have to subscribe to show cameras.\nCustomer: Bye, bye cameras!\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The subscription is always optional, the cameras will show you live as long as it is online and when there is a motion to trigger the camera it will take a clip for 10 seconds, have a cooldown of 3 minutes then if theres another trigger (motion) it will create another clip, these clips are found in the alert/event section and can be saved from there.\nHuman Agent: Are you unable to see the live video or only unable to see playback?"]
["Customer: How do i discontinue zomodo\nHuman Agent: Hi my name is Wendy.  Are you wanting to cancel your cloud plans?  I am unable to cancel the subscription on my end, as you are subscribed via Apple but you can follow this guide on how to cancel your subscription via Apple. https://support.apple.com/en-us/HT202039"]
["Customer: I have a subscription for 3 camaras the front camara is not working for the cloud only front view\nHuman Agent: Hello, my name is Grant. You will want to edit the enabled devices on your account. Open the app and tap on Cloud at the bottom. Scroll down to the active subscription and tap on View Details. Tap on Edit and you can enable the device."]
["Customer: I checked the cloud tab for pricing on your subscriptions but it takes me in circles to your FAQ page then to what cloud provides then back to FAC then back to cloud provides.  The same with this chat!\nCustomer: I guess if this is the support I get then your product is not what I am looking for.\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. The cloud service available in our app has a premium plan and a platinum plan. The premium plan holds footage 7 days while the platinum plan holds it for 30 days. The premium plan is $4.99 per device per month or $49.99 per device per year. The platinum plan is $9.99 per device per month or $99.99 per device per year. Our partner Smartz also has other plans available in their app that I can go over as well if you would like."]
["Customer: I need to change my cloud billing card,\nCustomer: Not the problem\nCustomer: Agent\nCustomer: do you offer Cloud billing NOT through Google?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Yes, if you'd prefer not to subscribe through Google, you may also subscribe from our website user.zmodo.com. \nCustomer: I am registered and previous billing has been through Google Play. I would like direct billing through my credit card company\nHuman Agent: Yes, you may subscribe then via the site I mentioned. \nCustomer: Thank you.\nCustomer: G'day\nHuman Agent: No problem, have a good day as well."]
["Customer: I subscribed to cloud playback yesterday and it still says I have to subscribe\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Customer support\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. If you go to the cloud section of the app, hit view details on your subscription, then edit the enabled devices, are you able to enable the devices you want on your subscription there?"]
["Customer: Troubleshooting\nCustomer: Cloud services \nCustomer: Cloud service not active\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. One moment while I look up your account\nHuman Agent: I looked up your account, there's something I would like to have you do with one of the cameras, to do this you would have to be at the location with the cameras, are you there currently with them?\nCustomer: Hello\nCustomer: I just want my cloud service activated. I paid this morning and it’s still day expired\nCustomer: Is anyone there?\nHuman Agent: Okay, lets first ttry soemthing different then, can you please go to the cloud section of the app, scroll down to where it shows subsciptions and take a screenshot and send that to me\nHuman Agent: Once I get that screenshot I will be able to give you more instructions/info.\nCustomer: D/static_file/08b8b33796_1_20250218173119.png\nHuman Agent: Okay, on the first subsciption  at the top that says Premium for 1 device,  click view details and see if it allows you to select one of the cameras and tap enable. If it does not take a screenshot and send that to me. \nCustomer: D/static_file/141e9ae76f_1_20250218173507.png\nCustomer: I did tap edit and it allowed me to enable it \nHuman Agent: Okay, thats great, now the device is enabled to the plan, \nCustomer: D/static_file/ae0c8c4628_1_20250218173749.png\nCustomer: It’s still showing this\nHuman Agent: It was not enabled before on my end it showed as it did for you and said expired as it was going off of the previous subscription information it had previously not the new one as it was not enabled, you enabling it now will now have the device on the cloud service plan, if you for any reason have trouble with the device recording, try giving the camera a quick reboot as that can help as well. \nHuman Agent: A reboot is just unplugging and plugging in the device. \nCustomer: D/static_file/2d7304406e_1_20250218173912.png\nHuman Agent: Is that page occuring when you tap on playback for that camera?\nCustomer: Yes\nHuman Agent: Okay, Lets try something, What im going to do is something called a cloud clear, this will take the cloud off of this camera, then after I do that I will have you once again enable the camera onto the cloud plan, One moment. \nHuman Agent: Okay, I did that, Now on your end I would like for you to close and reopen the app, then as we just did a moment ago I want you to go to the cloud section and click view details then click enable for the camera again.\nHuman Agent: Let me know once you do that.\nCustomer: I did it\nCustomer: It worked\nHuman Agent: Fantastic, thats great news. Any other questions I can assist you with before we go for the night?\nCustomer: Thank you\nCustomer: Have a great evening\nHuman Agent: Thank you as well, Have a wonderful rest of your day. Farewell"]
["Customer: Subscription problem\nCustomer: Yes please \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I’m trying to change my subscription to include all 6 devices but it keeps kicking me out saying my payment didn’t issue but I have verified all that is correct. I’m super frustrated. Please help lol\nCustomer: Hello. Are you still there? \nHuman Agent: It looks like your previous subscription was going through Apple for the processor, you may wasn't to go into your apple account and update the payment info from there first. If you still have trouble then I would recommend contacting them for further support as to why its not going through them.\nCustomer: I have cancelled that subscription as of this morning. Can you please help me get my account corrected? I just need to resubscribe to have all 6 on one bill\nHuman Agent: If its not letting you re subscribe int he app only other thing you can try besides contacting apple for further assistance is to subscribe from the web app instead. \nHuman Agent: the web app is User.zmodo.com, you would log into your account then try to subscribe from there\nCustomer: Geez ok \nHuman Agent: If you have trouble just let me know what occurs."]
["Customer: I need a refund for vault subscription...ordered by mistake \nCustomer: Speak to agent \nHuman Agent: Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date. \nCustomer: I did cancel, but why can't I get a refund.\nHuman Agent: That would be because cloud service charges are non-refundable and you will still have the remaining service time that was paid for.\nCustomer: It isn't working, it says service canceled \nHuman Agent: You said that you canceled the subscription, correct? So it would say it is canceled when you look at it in your Google account or on the Cloud tab to see the details of the plan.\nCustomer: Yes I canceled...but the service I paid for is not working now \nHuman Agent: Can you give me more information about the issue you are having?\nCustomer: I gave you all the info I have...the service I paid for stopped working the day I canceled.  Which was only 2 hours after I subscribed to the service. \nHuman Agent: Okay, so can you give me more details about what problems you are having? What happens when you go to the Vault tab in your app? Can you send a screenshot of the error you are getting?"]
["Customer: Why can’t I select expired devices for a new plan?\nCustomer: Agent\nCustomer: Agent\nCustomer: Thank you\nCustomer: I have already added 10 or 11 devices on the 30\nCustomer: Plan\nCustomer: And now I am logged in online to add six devices on the seven day plan\nHuman Agent: You can start a subscription for those devices if you would like to. You can do that through the mobile app or the web app.\nCustomer: ?\nHuman Agent: Did you receive my previous message? If you want to subscribe your other devices, then you can start a subscription on those cameras in your mobile app or on the web app.\nCustomer: Agent ?\nHuman Agent: Are you receiving my messages?\nCustomer: Nope\nHuman Agent: If you want to subscribe your other devices, then you can start a subscription on those cameras in your mobile app or on the web app.\nCustomer: I’m on the web and can’t select them\nCustomer: D/static_file/0324d4a071_1_20250217152019.jpg\nCustomer: They show as expired\nCustomer: I can’t select them\nCustomer: There are some remaining I want for the 7 day plan (not 30)\nHuman Agent: Did you click on Subscribe or did you click on Start a Cloud Plan Free Trial?\nCustomer: I think free trial\nHuman Agent: Then that would be why it is not letting you select them. There is not a free trial available on those cameras. So you would want to close that, select the subscription plan you want, and then click on Subscribe.\nCustomer: I’ll try now\nCustomer: How can I confirm on the app which devices are indeed covered\nHuman Agent: On the Cloud tab, it will show the subscribed devices."]
["Customer: i have the safeguard plan plus but when i try to look at my camera footage, it says i have to upgrade my plan \nCustomer: agent \nHuman Agent: The Plus Plan will record clips of video when the camera detects motion. Do you have any events when you tap on the Alerts tab in your app?\nCustomer: yes i see that now, thank you \nHuman Agent: You're welcome."]
["Customer: My front camara was replace but I have a subscription for 3 camaras front side and back doors 🚪 \nCustomer: My front camare says it's not subscribed free trail ended \nCustomer: The other 2 are working my subscription expires around April 2025\nCustomer: Front camara says trial expired and won't work i have subscription for the 3 camaras could you fix.please\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see how you subscribed \nHuman Agent: it looks like your subscription goes through google for the processor, it does not give me accurate plan information.  Are you able to check the cloud area for me to see if it shows the subscription is for 3 devices in the subscriptions area there, if it is just let me know and I can walk you through how to try and enable the third camera. \nCustomer: 3 camaras subscribed just purchase front camara cause it broke down it came with free trial now it says trial expired.  \nHuman Agent: in the cloud section do you see your subscription though? does it say it is for 3 devices or what does that show?\nCustomer: 3 devices\nCustomer: Premium 3 diveces\nHuman Agent: okay, are you able to select the option next to subscriptions that says edit then enable the third camera?"]
["Customer: I need help retrieving 24 hours of audio and visual footage from February 11, 2025. I need it from 7:00 pm on. I was arrested on the day between 10:00-11:30 pm. I need the footage to show how the arrest took place. Can you help me?\nCustomer: I apologize I need it from February 2,2025\nCustomer: Such as?\nHuman Agent: Hello, my name is Grant. The subscription on the two cameras on your account is the Premium Plan. That subscription plan saves the last 7 days of footage to the cloud. Unfortunately, February 2, 2025 is more than 7 days ago, so that footage would not longer be saved to the cloud and would not be available any longer."]
["Customer: Not getting my subscription n I paid for it\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like you paid for a month on 8/21/24, but it did not renew the next month. You would likely need to update your payment method in Google and resubscribe."]
["Customer: I canceled my subscription after the free trial and was charged on my account anyway. The subscription ended yesterday and I cancelled yesterday. I would like the charge removed \nCustomer: Look at m e talk to an agent \nCustomer: Are you still there?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I check your billing. \nHuman Agent: It looks like the charge happened around 8:10AM CT while you cancelled around 12:16PM CT. Cancellation must occur prior to renewal if you do not wish to continue the subscription."]
["Customer: I need to Cancel one of my subscriptions\nCustomer: Agent\nCustomer: I need to cancel subscription for bankbarn\nHuman Agent: Alright, I have canceled the subscription for the camera ZMD14H2DA251790 on your account named \"Bank barn\". \nHuman Agent: Is that the only subscription you want canceled? Or are there any other subscription you want canceled or anything else that I can help you with?"]
["Customer: I want to get subscriptions set on both of my cameras at the same time, but it will only let me choose one.\nCustomer: 1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. On my end its showing the subscription for both of the cameras have expired, you would have to subscribe them again to get the service once again."]
["Customer: I was having trouble with apple pay and my subscription charge was not going thru. I just spoke with Apple and my credit card company and they said everything is all set. \nCustomer: Will you be trying to process the charge again.\nCustomer: How do I reach a agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like you have the subscription through apple, we do not control the billing, apple does as they are the billing processor. You can try checking your apple subscriptions area to see if the subscription is still active, if it is then check your billing info to see if it took the charge, if it is not then I would advise subscribing again from the app. \nHuman Agent: Hello, you've reached customer care, my name is Kylie. For the two cameras on your account they can use the QR code or the Zink setup."]
["Customer: Cancel subscription \nCustomer: Cancelling subscription \nCustomer: -1\nCustomer: Where do I go to cancel subscription \nCustomer: There is no option to cancel\nCustomer: Agent\nCustomer: Agent \nHuman Agent: Let me take a look at your account. If you go to the Cloud tab and scroll down do you see the active subscription? If you do see it, then are you able to tap on the subscription?\nCustomer: I do see the three active but It does not allow me to cancel for the three cameras \nHuman Agent: You cannot tap on the subscription or tap on View Details?\nCustomer: No it doesn’t allow me to tap or view details \nHuman Agent: Alright, it looks like there are two subscriptions on the account. There is a Monthly Premium Plan for two devices and a Monthly Premium Plan for one device. Is there a specific camera you want the subscription canceled on? Or are you wanting to cancel the subscription for all three devices?\nCustomer: All 3 device\nHuman Agent: Thank you for your patience. I have canceled the subscriptions for all three devices. The subscriptions will not renew again.\nCustomer: Because the subscription expires in 2025, and it is cancelled I won’t be charged monthly moving forward? Yes?\nHuman Agent: Yes, did you get my previous message saying I can canceled the subscriptions for all three cameras and the subscriptions will not renew again?\nCustomer: Okay, thank you\nHuman Agent: You're welcome."]
["Customer: My cameras skipped a point in time where there was no connection loss in cloud storage and they aren't picking up events correctly. \nCustomer: Customer service representative \nCustomer: Customer care agent\nHuman Agent: Let me take a look at your account.\nHuman Agent: It looks like the cameras did go offline, but they are back online and recording. What do you see when you try to view the Playback or events now?\nCustomer: I wanted to inquire about a refund for my cloud subscription. My cameras are missing 3 second clips throughout the day even without a drop of wifi connection. I just tried to watch an incident and it skips the 3 seconds in which the incident happened and this happens fairly often. \nHuman Agent: If you want a refund, you would need to contact Google support. The subscription on your account is managed through your Google account."]
["Customer: Can you please bill me so my service will not be interrupted \nCustomer: 1\nCustomer: What is customer support number \nCustomer: Agent\nCustomer: Agent\nCustomer: 1\nCustomer: Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see how you subscribed, one moment.\nCustomer: Ok \nHuman Agent: It looks like you did have a subscription that was going through apple for the processing. It shows on my end it tried to renew and failed so it canceled the plan so the plan has already expired. You can try to go into your apple settings to subscriptions to see if it will allow you to start the plan there again but if it does not then you would resubscribe from the app again in the cloud section. \nCustomer: Hello \nHuman Agent: I replied above after your Okay message, are you unable to see it? if so I can resend it."]
["Customer: I would like to cancel my subscription for mdurant3@gmail.com for all 3 cameras currently subscribed.\nCustomer: Agent\nHuman Agent: Let me take a look at your account.\nCustomer: Thank you\nHuman Agent: It looks like the representative you spoke with earlier canceled the subscriptions as you had requested.\nCustomer: Awesome. Thank you so much!\nHuman Agent: You're welcome."]
["Customer: I need this to be voided in order to resign up under a different email\nCustomer: What a waste of my time!  Agent!\nHuman Agent: How can I assist you?\nCustomer: I have canceled my subscription so I can redo it under a different email since changing email and WiFi is not allowed!\nCustomer: I’m trying to re-sign up but it’s telling me my subscription is still within active days.\nCustomer: Will it be today?\nCustomer: Hello?\nHuman Agent: You would still have the remaining subscription time that was paid for. So if you canceled the subscription, you can start a new subscription once the current plan expires."]
["Customer: How do I cancel one of my cameras. We have one we don’t use. \nCustomer: How do I stop paying for one of my cameras\nCustomer: Why would I delete it now when it’s paid for another month? \nCustomer: Representative \nCustomer: Is this Mira?\nCustomer: Omg\nCustomer: I want to speak to a live representstive\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see how you subscribed. \nCustomer: It’s telling me to delete the camera but I already paid for it. How do I cancel future payments but still keep the service I paid for now. The camera is called something “cancel this one.” It gets billed separately from my other three cameras\nHuman Agent: Okay, I found the subscription for that camera, its subscribed in a way that I will be able to cancel it for you, give me one moment and I will cancel it.\nHuman Agent: Okay, I canceled it, it will no longer renew form this point forward, the last date of service is 1/27/2025\nCustomer: Hello???\nCustomer: Customer care agent\nHuman Agent: I replied above\nHuman Agent: I said \"Okay, I found the subscription for that camera, its subscribed in a way that I will be able to cancel it for you, give me one moment and I will cancel it.\" then I said \"Okay, I canceled it, it will no longer renew form this point forward, the last date of service is 1/27/2025\"\nCustomer: It never showed me your replies. That’s weird\nHuman Agent: Strange.\nCustomer: D/static_file/44e6ed4549_1_20250102093519.png\nHuman Agent: Is there anything else I can assist you with today?\nCustomer: Let me read what you wrote just one moment please\nHuman Agent: Okay\nCustomer: I just read it. That’s awesome! Thank you for your help. That’s all I needed\nHuman Agent: Okay perfect. Have a great day."]
["Customer: Need to unsubscribe to one camera\nCustomer: That didn’t work\nCustomer: Unsubscribe from canners\nCustomer:   Camera \n\nCustomer: Unsubscribe from one camera \nCustomer: That didn’t work\nCustomer: Need to speak to an sgent\nCustomer: Agent\nCustomer: I’m trying to unsubscribe the camera labeled “bar” but there is no option to do that in settings, only to subscribe \nCustomer: Hello?\nCustomer: Agent\nHuman Agent: Okay, I can cancel that cameras susbcription for you if your having trouble canceling it.\nCustomer: Thank you.  I just need that one camera canceled.  The rest are fine\nHuman Agent: if you have trouble canceling cameras in the future you can always log in on the web app and cancel subscriptions..\nCustomer: I tried that.  I only seen settings for subscribing, not canceling \nHuman Agent: Okay, odd, well I was able to cancel it for you sucessfully, it will no longer renew,\nCustomer: Thank you\nHuman Agent: No problem have a good day."]
["Customer: How can I subscribe monthly only 1 camera?\nCustomer: My other cameras have annual subscription and I want to add 1 camera only month to month service\nCustomer: Not correct answer. Agent please \nCustomer: Thanks \nCustomer: I have subscriptions for 2 cameras. And now I need to add 1 camera to month to month subscription \nHuman Agent: If you want to subscribe one device to a monthly subscription, then you would want to subscribe through the web app. You can go to user.zmodo.com and sign in to your account to subscribe through the web app.\nCustomer: Ok, thanks\nHuman Agent: You're welcome.\nCustomer: Can I use this web on my phone? For some reason it doesn't work \nCustomer: Can I ask you to subscribe on my behalf?\nHuman Agent: Yes, you can go to the web app on a phone or computer.\nHuman Agent: I cannot start a subscription for you.\nCustomer: Can you send me a link to this web? Please \nHuman Agent: https://user.zmodo.com/login\nCustomer: Great, it works now. Thanks \nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: I want to chat with someone \nCustomer: I paid for a subscription until next year why it not working and they still asking for money \nCustomer: Hello\nCustomer: I want to chat with a live person \nCustomer: I paid 49.99 in October for a subscription and why are you still wanting me to pay\nCustomer: Hello\nCustomer: Customer service please \nHuman Agent: Hello, you've reached customer care, my name is Kylie. On my end its showing that you did have one camera subscription through apple, however it looks like the subscription was canceled so it will not renew for that camera.\nCustomer: First of all I’ve always had one camera working \nCustomer: One camera was always working but I added my other camera when I got it in October \nCustomer: If not can you refund me my money’s \nHuman Agent: That camera is named Bedroom that was subscribed before. It still have the time from the subscription, it just seems to of been canceled for renewing. If you want it to renew you can go into your apple account to the subscriptions area to resubscribe the camera again, it wont renew now it will set the renewal date to be when the time from the previous subscription ends. and it will also show the renewal date there for you. \nHuman Agent: I cant see the footage on my end, but it does tell me it still have the service time on the bedroom camera and has been recording as normal onto it. are you unable to click playback for the camera? \nCustomer: Hello \nHuman Agent: Yes I replied above, sometimes it does not always show, I will re send those messages again \" That camera is named Bedroom that was subscribed before. It still have the time from the subscription, it just seems to of been canceled for renewing. If you want it to renew you can go into your apple account to the subscriptions area to resubscribe the camera again, it wont renew now it will set the renewal date to be when the time from the previous subscription ends. and it will also show the renewal date there for you. \" and \"I cant see the footage on my end, but it does tell me it still have the service time on the bedroom camera and has been recording as normal onto it. are you unable to click playback for the camera? \"\nCustomer: I had this bedroom camera for 3 years and never paid for a subscription \nCustomer: I only paid for a subscription for the living room for 49.99 last month \nHuman Agent: It shows on my end that the subscription was started on 10/26/2024 for the camera\nCustomer: Yes for my living room camera \nCustomer: My bedroom camera I never paid for subscription since I had it in 3 years\nHuman Agent: Currently that camera is the one with the service enabled onto it, you can move the subscription from one camera to another if you would like, but that is the one with the subscription not the bedroom camera. \nCustomer: I don’t understand \nHuman Agent: To move the subscription you can go to the cloud area, scroll down to subscriptions, click Edit, then you would deselect the camera you do not want then select the one you do want and click enable, Once that is done it will move the subscription onto the other camera for you. Currently the camera that is on the plan is the Bedroom camera not the Livingroom camera. \nHuman Agent: You do only have one camera subscription, it may be that it was on one camera before in the past and was perhaps moved to another one, it does not show me if that has happened, either way if you want the other camera to have the subscription time you would move it with the directions above. \nCustomer: I don’t see edit on cloud\nHuman Agent: Okay, if the edit option is not present, try going into the subscription area of your apple account, renew the subscription then come back to the cloud section of the app and see if the edit button re appears, you can always cancel again after moving the subscription that wont effect that or charge you again if you are able to renew it in that apple area."]
["Customer: Cancel cloud\nCustomer: Agent\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: Yes\nHuman Agent: Open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option."]
["Customer: Cancel subscription\nCustomer: Need further assistance\nCustomer: Agent\nHuman Agent: Let me take a look at your account.\nCustomer: I need to cancel my subscription and any renewal. We are selling our house and no longer need the cameras\nHuman Agent: What is the email address you may have used as a billing email?\nCustomer: Buddyd1970@gmail.com\nHuman Agent: Thank you. Let me take a look and see about canceling the subscription.\nHuman Agent: Thank you for your patience. There was a Yearly Premium Plan for three devices and I have canceled the subscription so that it will not renew again.\nCustomer: I just don't want this to renew. \nCustomer: Why is this taking so long? I just don't want to renew this subscription.\nHuman Agent: Did you receive my previous message saying that I canceled the subscription so that it will not renew again?\nCustomer: No. But that was what I needed,  thank you. \nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: I made a payment and still can’t play my iCloud store videos \nCustomer: This is customer support \nCustomer: Hello Grant O\nHuman Agent: Hello, you've reached customer care, my name is Kylie. You were speaking with the chatbot and it didnt understand and was trying tot ell you to ask for a live rep. What is the name of the camera you cant see the playback on?\nCustomer: All\nCustomer: All camera\nHuman Agent: Okay, can you go to the Home screen of the app and tap on Playback for one of the cameras and tell me what you see on the app? If there is not footage there, then it should show a message.\nCustomer: Hello Kylie\nCustomer: I’ve responded \nCustomer: This happen all the time\nCustomer: I can never reach any one \nHuman Agent: If you replied, I did not receive it. Did you get my message asking about the Playback in your app? I will send the message again.\nHuman Agent: Can you go to the Home screen of the app and tap on Playback for one of the cameras and tell me what you see on the app? If there is not footage there, then it should show a message.\nCustomer: Yes\nCustomer: All camera are not playback\nCustomer: It keep trying to make me payment again for a special \nHuman Agent: Okay, can you tap on Playback and tell me what it says there? Or can you send a screenshot?\nCustomer: Sorry, one moment! Will it close the chat?\nHuman Agent: No, the chat will remain open for at least 7 minutes. You can come back to the chat."]
["Customer: I have the continuous security plan for unlimited devices for $299.99/year. When I try to add my two new cameras to this cloud service I get an error that says no subscription. And then it will prompt me to pay another $99/year for all of the devices that we have. Can someone please get all of the cameras on my account in my current cloud subscription?\nCustomer: How do I contact customer support?\nHuman Agent: Let me take a look at your account.\nCustomer: Thank you\nHuman Agent: Alright, so it looks like the issue is that you removed cameras from your account without deactivating the subscription on them. Please give me a few minutes to check all of the devices so that I can clear the subscription from any cameras that you removed from your account.\nHuman Agent: Alright, I believe I have found all of the cameras that were previously on your account and were subscribed. You can try editing the enabled devices on your subscription now.\nCustomer: Okay thank you!\nHuman Agent: You're welcome.\nCustomer: It will not let me add the two cameras that don’t have cloud service. I get a message that I don’t have any subscriptions. It’s only giving me the  option to pay additional\nHuman Agent: Can you send a screenshot of the screen you get when you tap on View Details?\nCustomer: Yes \nCustomer: It will not let me add the two cameras that don’t have cloud service. I get a message that I don’t have any subscriptions. It’s only giving me the  option to pay additional\nHuman Agent: Can you send a screenshot of the screen you get when you tap on View Details?\nCustomer: Hello?\nHuman Agent: Are you receiving my messages?\nCustomer: Hello?\nCustomer: It will not let me add the two cameras that don’t have cloud service. I get a message that I don’t have any subscriptions. It’s only giving me the  option to pay additional\nHuman Agent: Are you receiving my messages? I will send you an email since you do not seem to be seeing my responses. You may want to restart your app and try again."]
["Customer: hello\nCustomer: customer service\nCustomer: I need footagage off a camera\nCustomer: video playback\nCustomer: speak to an agent\nCustomer: hello\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Which camera and which date? \n\nHuman Agent: Are you getting an error when you try to playback on the app? \nCustomer: East Shop B 09/25/2024-0926-204\nHuman Agent:  That camera was offline until earlier today\nCustomer: so there is no way to retrieve footage my business was broken into\nHuman Agent: No as the camera was offline it wouldnt have been recording. \nCustomer:  also one of my camera need an update and it won;t update i had  a least 10 time s\nCustomer: tried\nHuman Agent: Which camera? \nCustomer: outside tire rack\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: i am not able to reach it to see the light and i have also unplugged it to reset. Also it will not let get in my app until the camera is updated \nHuman Agent: We are going to be closing here in 2 minutes, our live chat will be open again tomorrow at 9AM CST or you can schedule a call if you prefer."]
["Customer: Troubleshooting\nCustomer: My playback alert screen is black when I push play\nCustomer: I've tried everything \nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. what is the name of the camera you are trying to view the playback from?\nHuman Agent: Actually I was able to find a bit of info from looking up your account here. It looks like none of the cameras are directly bound to the account here, they are all bound to another account created with an email and shared over. It sounds like that sharing request when you accepted it either they didn't give you permission to view the playback, or that permission was removed for this account to view after the sharing was sent and accepted. You can either delete all the cameras and have the main account send you another share request and include the playback feature, or you yourself would log into the main account to see the playback as well as the live video."]
["Customer: I need to cancel my subscription \nCustomer: Agent\nHuman Agent: Hi my name is Wendy.\n\nI am unable to cancel the subscription on my end, as you are subscribed via Google but you can follow this guide on how to cancel your subscription via Google. https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid"]
["Customer: I need footage from September 7\nCustomer: -1\nCustomer: I don't \nCustomer: I need footage from September 7 \nCustomer: Phone number for zmodo \nCustomer: Customer service phone number \nCustomer: Agent \nCustomer: Ok\nCustomer: Hello \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like you only had a 7 day plan. Footage on a 7 day plan is held for 7 days on our servers and then deleted permanently unless you have downloaded it before that time. Due to that, we would not have any footage from that far back still on your devices."]
["Customer: I no longer am using this camera \nCustomer: Can you stop payment as of today \nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like you have the subscription through apple, I am not able to cancel the subscription from my end due to this. You will need to cancel from the apple subscriptions area. To get there, open the apple settings, click your  profile, choose subscriptions then tap on the subscription and chose cancel, you will know it is canceled successfully when it shows an expiring date."]
["Customer: I am trying days now to pay for 3 of my cam but not getting through \nCustomer: 1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account and see how you subscribed. \nHuman Agent: I do not see any cameras subscribed on this account, Are you going to the cloud section then going through the subscribing section to subscribe and having trouble?"]
["Customer: I need to cancel both subscriptions\nCustomer: Agent\nCustomer: Phone number to call\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up how you subscribed, one moment. \nCustomer: Okay \nHuman Agent: It looks like you have 2 cameras subscribed, one goes through us directly and I will be able to cancel that one for you but the other one goes through google for the processor, to cancel it you would have to cancel it from your google subscriptions. To get there you would open the play store, hit your profile in the top right, click subscriptions, then select the sub and choose cancel, you will know its canceled successfully when it shows the expiring date instead of the renewal date. \nCustomer: Or at least cancel the one I no longer have either one of them\nHuman Agent: I just canceled the 1 camera through us successfully, it will no longer renew and the last date of service on it is 7/31/2025 for that one\nHuman Agent: As I said before for the other camera you will need to cancel it yourself as I am unable to cancel it. \nCustomer: Okay, I'll check with Google and see what I find out\nHuman Agent: Okay is there anything else I can assist you with today?\nCustomer: Thanks for canceling the one. I'll keep an eye on checking\nCustomer: And no you're good\nHuman Agent: Okay great have a good day."]
["Customer: I need to speak with a live agent\nCustomer: Agent\nCustomer: Agent\nCustomer: -1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: Yes I need to get a refund I was charged $49.99 for a subscription that I canceled a long time ago\nCustomer: Hello Dillon, I am going to get a refund of the $49.99 that I was charged for a subscription that I canceled a while back\nCustomer: I am reaching out to you. Not I am going to\nCustomer: That was supposed to say hello Dillon, I am reaching out to get a refund, not I am going to get a refund that was my speech to text\nHuman Agent: I apologize, it was not showing your messages to me before. How had you cancelled previously?\nHuman Agent: It looks like you were charged 10/19, cancelled later that day, then already got a refund through Apple."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: icloud\nCustomer: icloud cancellation\nCustomer: agent\nCustomer: ok\nCustomer: hello\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: yes android\nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option.\n\nCustomer: ok\nHuman Agent: Let me know if it works\nCustomer: i think i was able\nCustomer: do you have a better deal for icloud plan?\nCustomer: cheaper?\nHuman Agent: No we do not\nCustomer: thanks\nHuman Agent: You're welcome, is there anything else we can help with today?"]
["Customer: I'm having issues with my cameras as far as billing. My front camera should be working. Says it not paid. \nCustomer: I have paid for cloud for 5 cameras. But the front camera isn't recording.\nCustomer: Can I get that number\nCustomer: Phone number for customer support\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking, you are subscribe  via google so lets check how many devices you have a plan for. To check the details of your subscription managed by Google, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to see its details.\nHuman Agent: Can you send me a screenshot of the subscription details.\nCustomer: D/static_file/ba24fcee44_1_20240923095646.jpg\nCustomer: My side camera is paid through December. My front camera should be included in the 5 subscriptions I paid for. But it's not.\nHuman Agent: Can you change the account password to abcd1234 so we can try to adjust it on our end? \nCustomer: I will try\nHuman Agent: Okay\nCustomer: Okay it's changed\nHuman Agent: Thank you one moment \nCustomer: Yes\nCustomer: Yes you told me to wait a minute while you checked into this\nHuman Agent: Okay I was able to change the subscription over. I had to clear the subscription details on side and manually add the remaining time. \nCustomer: So it should work now?\nHuman Agent: Yes\nCustomer: Thank you!\nHuman Agent: You're welcome, is there anything else we can help with today?"]
["Customer: Need to cancel service\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Let me take a look at your account.\nCustomer: Hello?\nHuman Agent: Thank you for your patience. I see a Platinum Monthly Plan for one device on your account. I have canceled the subscription and it will not renew again.\nCustomer: Thank you\nHuman Agent: You're welcome."]
["Customer: I want to start the monthly service, but was already charged $52.99 in January. Can you tell me which device I’ve already been charged for? (270) 996-0607\nCustomer: How do I reach an agent?\nCustomer: Agent\nCustomer: My number (270) 996-0607 if you need to call or text\nHuman Agent: The camera that is subscribed on your account is the camera named \"Camera 5\". You can go to the Cloud tab in your app to see the subscription and change which camera is enabled on the subscription if you would like.\nHuman Agent: You can tap on Schedule Call if you would like to make a callback appointment."]
["Customer: Cancel\nCustomer: Agent \nCustomer: ?\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: Yea \nHuman Agent: Open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option."]
["Customer: Hi, I need to cancel my Zmodo account.  I have moved and no longer have my cameras.\n\nCustomer: How do I contact the support agents directly?\n\nHuman Agent: Let me take a look at your account.\nCustomer: Thanks\nHuman Agent: There is a Yearly Premium Plan for two devices on your account. Just to confirm, you want the subscription canceled for both devices, correct? Or just a specific camera?\nCustomer: Both.  I no longer live at that residence and I left the cameras behind.\n\nHuman Agent: Thank you. I have canceled the subscription for both devices on your account. The subscription will not renew again. Do you have any questions?\nCustomer: That’s all I wanted.  Thanks so much!  Have a good day.\nHuman Agent: You're welcome. You have a good day, too."]
["Customer: Need to change out a camera that broke with a new one on my iCloud plan\nCustomer: I added the camera but it did not link to the current iCloud subscription \nCustomer: How do I get support services? \nCustomer: Ty\nCustomer: I have a subscription for 9 devices - only 8 are loading to I cloud because o had to add a new camera and remove a defective one. Also I added an additional so need to up the subscription to 10 and include that one \nHuman Agent: You would need to edit the enabled devices. Tap on Cloud and scroll down to the active subscription. Tap on View Details and then tap on Edit. Then you can select which devices you want enabled on the subscription.\nCustomer: When I tap on view details it says I don have any. It’s odd \nHuman Agent: Okay, if you want to increase the number of devices on your subscription, then you would tap on Subscribe and select all 10 cameras that you want subscribed. Then tap on Subscribe and it will start a new subscription for the devices.\nHuman Agent: That is probably because you did not disable the subscription on a camera before removing it from your account.\nCustomer: Will it cancel the old ones?  I don’t want to pay for 10 more devices. I already have a subscription good for 9 more months  on 9\nCustomer: Yes I prob did not disable it…\nHuman Agent: I cleared the subscription from that camera so you can edit the devices. But if you want to increase the number of devices, you would just want to go through and subscribe the cameras anyway.\nHuman Agent: Apple will start a new subscription for the devices and charge you again. The original subscription will be canceled and Apple will issue a prorated refund on the remaining time of the initial subscription.\nHuman Agent: If you want to start a separate subscription for just one camera, then you can subscribe through the web app at user.zmodo.com\nCustomer: Ok I cant see anything on the cloud tab. Let me check again after a moment \nCustomer: D/static_file/391a7574f4_1_20241220103001.png\nCustomer: D/static_file/fe1566ba29_1_20241220103013.png\nCustomer: So I should be able to add one to my 9 subscriptions right? Then just pay for one more ? \nHuman Agent: Right, so if you want to edit the enabled devices, you would tap on Edit. But if you want to increase the number of devices on the subscription, you would go back to the Cloud tab and tap on Subscribe.\nCustomer: And I can’t see anything on the cloud page again I don’t know why it’s so slow\nHuman Agent: You can try restarting the app or you can uninstall and reinstall the app.\nCustomer: Ok I enabled the one thank you. I’ll buy a subscription for the other one - ☝️ \nHuman Agent: You're welcome.\nCustomer: I actually just have to try to go to deals and public then back to cloud and it appears \nCustomer: D/static_file/ed856dcc52_1_20241220103648.png\nCustomer: D/static_file/d94de9ff97_1_20241220103656.png\nCustomer: Why can’t I just free trial the top one? \nCustomer: If I uncheck the three on the bottom it says I’m canceling my subscription \nHuman Agent: It is already on a Free Trial. It looks like you started it earlier today.\nCustomer: Ok so when it warns me that it over i buy a subscription then ?  But why does it include those other 3?  I did not select those? \nHuman Agent: As I mentioned previously, if you want to add that camera to your subscription, you would select all 10 cameras. Apple will start a new subscription for the devices and charge you again. The original subscription will be canceled and Apple will issue a prorated refund on the remaining time of the initial subscription.\nHuman Agent: If you want to start a separate subscription for just one camera, then you can subscribe through the web app at user.zmodo.com.\nCustomer: Ok I’ll try the user.Zmodo.com rather than paying $500 and waiting for refund. Thank you !  \nHuman Agent: You're welcome.\nCustomer: Happy holidays!!!\nHuman Agent: Thank you. You have a happy holidays, too."]
["Customer: I had canceled my cloud service because I thought my cameras would not work with our new wi-fi.  We did get them working and I want to reinstate my service at the $7.48 a month for the 2 cameras.  Is that possible?  \nCustomer: Yes i tried to find another customer service\nCustomer: isnt that what i am doing \nCustomer: I want to reinstate my subscription to the cloud\nCustomer: I know how to subscribe but how do I get the 2 for $748 rate I was paying.\nCustomer: $7.48 per month\nCustomer: agent\nCustomer: ok\nCustomer: I want to re-instate my subscription.  \nCustomer: Subscription to the cloud\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If you wish to subscribe you can do so from the cloud section of the app, you would select the plan, price then tap subscribe and choose the cameras and follow the on screen steps from there for checkout. \nCustomer: Yes, but I was paying $7.48 a month for 2 cameras.  Not sure how to get the bundle deal.  Only shows $4.99 per month each camera.\nHuman Agent: You may have subscribed at a time when there was a discount ongoing thats why it was cheaper. There is not a way to give you a previous discount from the subscription. The normal pricing is 4.99 monthly, if you do want a lower price I advise keeping an eye out for any future discounts in the app. \nCustomer: got it good bye\nHuman Agent: Okay have a great day!"]
["Customer: Need assistance please… replaced one of my cams and need to update info for the replacement camera for the cloud recording. I had 2 cameras option for cloud recording so my new Front Cam needs to be updated . ZMD15JB14247490 needs to be added.\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. To move your service between cameras, you may go to the cloud tab of the app, hit view details on your plan, then edit next to enabled devices. From there you can select which cameras you have the cloud service assigned to."]
["Customer: Trying to renew subscription because we got rid of old card on file. I thought I did it correctly but it’s not working.\nCustomer: Ok what’s the number to call\nCustomer: Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: ?\nHuman Agent: I replied above, I said \"Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\""]
["Customer: Troubleshooting\nCustomer: I just paid 49.99 I don’t have the ability to check back in time on the camera does it take awhile for it to start working \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Recording starts only once you subscribe as well and would not be able to unlock footage from before the time of the subscription since it was not recording then."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Hi there - so camera one is working and the snippet feature for getting 30 min clips is working but the flashback feature is not and I really need that\nCustomer: D/static_file/32c4c6ead8_1_20240917112213.png\nCustomer: This happens every time I try to use the flashback feature \nCustomer: We checked the camera connection on Thursday of last week and it was perfectly fine so that is not the issue \nHuman Agent: What did you test when you checked the camera connection?\nHuman Agent: Did you test the upload bandwidth and the signal strength at the camera?\nCustomer: Is there a way to test that?\nHuman Agent: To test signal strength, you can download an app on your phone. If you are using Android, then you will want to download an app called Wifi Analyzer. If you are using iOS, then you can download an app called Airport Utility. You can use these apps to test the signal strength from your Wi-Fi near the cameras.\nHuman Agent: You can also test the upload speed of the Wi-Fi network that the cameras are connected to. Make sure that your phone is connected to the same 2.4 GHz network that the cameras are connected to. You can use this website https://fiber.google.com/speedtest/ to test the speed of your network. It will test a download and then an upload speed.\nCustomer: Is there any other possible issues it could be besides the network \nHuman Agent: It could be an issue with the app or the phones connection to the internet. Have you tried uninstalling and reinstalling the app? Have you tried viewing the Flashback on a different phone or tablet?\nHuman Agent: You may also want to try disconnecting from Wi-Fi and testing it on your cellular data.\nCustomer: Because we checked the signal near the camera and it was fine \nHuman Agent: What was the signal strength at the camera?\nHuman Agent: When you test it, you will get an RSSI number that tells you the signal strength.\nCustomer: I’m not sure \nHuman Agent: Okay, well that would be important to know, because that would tell us if it is good or not.\nCustomer: I just know the signal where the camera is pretty good from a phone or computer \nHuman Agent: Okay, but that does not mean the camera will connect well. That also does not tell us what the signal strength is at the camera.\nCustomer: So there’s no other possible issues or solutions that could cause this besides network, uninstalling and reinstalling the app, or trying a different device?\nCustomer: ?\nHuman Agent: No, not likely any other issues, especially if you are able to use other features properly."]
["Customer: Camera not recording\nHuman Agent: Hi my name is Wendy.\nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\nCustomer: D/static_file/8ea15bac51_1_20241210132119.jpg\nCustomer: This is what it tells me\nHuman Agent: Instead of subscribing again you would want to enable the plan on ZMD15IBI4206671 front yard.  The subscription was on a camera that is no longer on your account.\nCustomer: Now where do I go because there's two boxes one has one camera says expired the other one has two cameras listed on it but when you open details on it it says the the box says it's empty so where do I go to enable this camera for front yard\nHuman Agent: When you tap on \"view details\" of the 2 camera plan you see a blank screen?\nCustomer: Yes there's a small box at the top and it says that it's empty but then it's got another little box to the right of it that says subscribe\nHuman Agent: Could you please log out of the app, restart your phone, log back in to the app then try again? Tap on view details of the active 2 camera subscription then try and enable the camera?\nCustomer: That snapshot I sent you above shows when I go to do that subscribe under that two camera one it says you already have a subscribed to the same product\nHuman Agent: Currently the two cameras that are enabled are ZMD14ECDA236038 back yard, ZMD15INI4226252 unbound.  You would want to enable the plan on front yard camera instead.\n\nCould you please log out of the app, restart your phone, log back in to the app then try again? Tap on view details of the active 2 camera subscription then try and enable the camera?\nCustomer: So you do not want me to go to that first box that says one camera\nHuman Agent: I'm not sure what you are looking at.  Could you provide a screenshot?\nCustomer: Some reason I can't get it sent to you\nHuman Agent: Could you please email me the screenshot?  support@zmodo.com\nCustomer: It says I have it pinned but then when I hit enter it doesn't go to you yeah I'll try the email then\nHuman Agent: okay thanks.  Did you already restart your phone? You have the same issue even after restarting your phone?\nCustomer: I don't know what it's doing I've never had to pin something to a message and when I do that I hit the box I want to send it done and then nothing comes up usually it's just there and I attach it but it's doing something weird\nHuman Agent: I'm not sure what you are looking at.  You are needing to pin something?  You mean attach the screenshot to your email?\nHuman Agent: D/static_file/5a2ca93821_1_20241210133933.png\nHuman Agent: You would need to scroll down a little to tap on \"view detail\" for this subscription"]
["Customer: Hi my name is John and I'm in your system already I'm a customer of your company for the last 3 years and I want to activate one of the other 2 cameras that I have facing the parking lot.\nCustomer: Would be possible to talk by cell better?\nCustomer: I have 3 cameras in my place one is connected already facing the backyard\nCustomer: Mira I'm a customer of the company and I want to reconnect one of the two other cameras that I have\nCustomer: Ok listen\"\"\" I want to be sure that I'm reconecting the right one \nCustomer: I have 2 cameras facing the parking lot\nCustomer: Can I talk by cell please?\nCustomer: Freetomix@yahoo.com is my email John mojica my name you will see that I have 3 cameras\nCustomer: But only one security camera is active\nCustomer: Ok\nCustomer: But I want is to subscribe again to activate one of the other 2 cameras\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device IDs of the cameras you are trying to set up? The ID starts with ZMD and it can usually be found on a sticker the bracket or camera under a barcode.\n\nCustomer: Ok give me a moment for tgat\nHuman Agent: Ok\nCustomer: Zmd17fw18904873\nCustomer: That camera is facing the parking lot were I live at\nCustomer: I just want to subscribe for 1 year to that camera the offer you have for 49.99\nCustomer: Can I get the 35% discount for that camera to activate it again?\nHuman Agent: You can subscribe via the app under the cloud section. The bigdeal35 code only works for the products on the Zmodo store not the cloud. \nCustomer: Ok\nHuman Agent: Let me know if you have issues subscribing."]
["Customer: Troubleshooting\nCustomer: Live person please\nCustomer: There is none\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I have 6 cameras 3 of which are subscribed \nCustomer: The other three which are new seem to be different than what you offered in the past\nCustomer: It used to be if I didn’t need playback I could view events for the past 24 hrs\nCustomer: Now I can’t do that as I get a continual pop up asking me to subscribe \nCustomer: Did you change you policies or did I error in setting up the new cameras?\nHuman Agent: no, cameras without cloud service will take a 10 second clip, and you have a window of 8 hours before they overwrite, it has never been 24 hours for cameras without cloud.  You would view these clips from the alert area, not by clicking playback, if you click playback it will ask you to subscribe. \nCustomer: So that is different from what you used to offer. That’s disappointing \nHuman Agent: that is not correct, It was like this before. \nCustomer: I will be returning the new cameras and writing the appropriate review as I’ve suggested these cameras to a number of people\nCustomer: I’ve had your cameras for over 6 yrs in fact the three are still on the half price offer\nCustomer: And no, that’s not the way it’s always been\nCustomer: In fact my son has your cameras and the only difference is the length of time he has to view the events \nHuman Agent: You seem to be having a misunderstanding on how the service worked before without a subscription, that is no problem though and I hope you have a wonderful day.\nCustomer: Thanks Kylie. I’ll be sure to leave an appropriate review for this conversation"]
["Customer: Why am I paying for 3 devices when I only have 2 operating cameras. Regards, Robert Meisel\nCustomer: I show to only have 2 devices connected \nCustomer: Can you adjust billing & re-bill my account. I’ll update my credit card once the billing charge is corrected. \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like the recent charge was for 2 devices that failed to go through and then you had a 3rd device that renewed last year in october. It does appear you've since removed one of these devices so I'll assist with cancellation of the 3rd camera that you removed without cancellation. You can attempt billing again by updating the payment method. \nHuman Agent: One moment. \nHuman Agent: It appears it will not allow me to cancel the other device while it is in billing failure. If you do renew, let me know and I can then issue a partial refund once the charge processes."]
["Customer: I paid for cloud service and can't playback \nCustomer: I paid for service and not received service \nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Playback is not working and i paid for it\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Is it happening on all the devices? \n\nCustomer: Yes\nCustomer: No playback \nHuman Agent: Try to playback the last 5 minutes of \tmaster bedroom let me know if it gives an error.\nCustomer: No error code but other ones not \nCustomer: Playing back \nHuman Agent: So master bedroom plays fine? Next try the last 5 minutes of foyer \nCustomer: No playback and the time is wrong \nHuman Agent: Can you send me a screenshot of what the playback looks like? \nHuman Agent: \"To change the timezone of your camera, please follow these steps:\n\nGo to the camera's Live View.\nTap the gear icon.\nTap the three dots icon.\nSelect \"\"Device Timezone\"\".\"\nHuman Agent: Do you also have an NVR or just the cameras? \nCustomer: D/static_file/f70503da47_1_20240923095803.jpg\nCustomer: That's now \nCustomer: Nvr \nCustomer: Wireless camera \nHuman Agent: Sorry I am not sure what you mean \nCustomer: I have wireless camera \nI did the time zone and it did not change \nHuman Agent: Okay do you have a Zmodo box with 3 lights plugged into the router with an ethernet cable? \nCustomer: No do i have to plug that in \nCustomer: D/static_file/196bbf19fe_1_20240923100422.jpg\nHuman Agent: Is it plugged in? As that is the other thing that could cause an issue with the time \nCustomer: Ok what about playback \nHuman Agent: The playback could be messing up due to the time issue"]
["Customer: Why is this app so confusing.  I have 3 cameras they all 3 should be on one plan. When I go to cloud it shows me old canceled stuff \nCustomer: I need a human\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. The subscriptions listed in the subscriptions section of  the app would be ones purchased in the app which would be your older subscriptions. It looks like your new subscription was from the website which would show on the cameras individually there. \nCustomer: Where is my current plan at? \nCustomer: D/static_file/88dde7edd4_1_20240920160912.jpg\nCustomer: There should be 3 cameras\nCustomer: Front door back and driveway\nHuman Agent: Yes, the top ones are in app subscriptions you had gotten. The bottom ones are the two cameras that are currently subscribed. There were 3 and all 3 have service, but you cancelled driveway so it is no longer subscribed. \nCustomer: I don't want it canceled I don't know why it is I've tried and tried to get them all one one plan\nHuman Agent: I apologize, it seems it isn't actually cancelled, it's just displaying incorrectly. All 3 are subscribed. \nCustomer: I feel like it's always displayed incorrectly in one way or another\nHuman Agent: I apologize for the display error. It does look like you have a 4th camera on a yearly sub, but have since deleted that camera and opted to keep it active. Would you like that cancelled?\nCustomer: Which is why it's so confusing\nHuman Agent: Actually, it seems that is one of these, but you swapped plan types after a failed renewal which may be the cause of the issue. I'll make sure that doesn't renew then since you have these subbed together now as you wanted."]
["Customer: How do I swap my new camera with the old one that no longer works\nCustomer: How do I make sure I am not charged for a new account?\nCustomer: It would not allow me to add my new camera to the account unless I agreed to the 10 day trial and $39.99 year. This happened before and the agent had to fix it and told me not to remove the old camera until the agent told me, this was when there was a customer service person to talk to\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I review your cloud plan. \nCustomer: Thank you.\nHuman Agent: It looks like you have an active cloud plan through Zmodo, but the new trial you started is through Smartz. These are two different apps. If you do not want the Smartz trial you would need to cancel it via your Apple subscriptions and then instead of the Smartz app you would need to adjust your assigned devices from the Zmodo app if you want to move the service from one camera to another. This can be done in the Zmodo app by going to cloud, then view details on your plan, then edit next to enabled devices where you may adjust the assignment of your plan, then enable at the bottom once you've made your selection. \nCustomer: Any update\nHuman Agent: Did you see my last message? I'll send it again below. \n\nIt looks like you have an active cloud plan through Zmodo, but the new trial you started is through Smartz. These are two different apps. If you do not want the Smartz trial you would need to cancel it via your Apple subscriptions and then instead of the Smartz app you would need to adjust your assigned devices from the Zmodo app if you want to move the service from one camera to another. This can be done in the Zmodo app by going to cloud, then view details on your plan, then edit next to enabled devices where you may adjust the assignment of your plan, then enable at the bottom once you've made your selection. \nCustomer: Are you there Dillon\nHuman Agent: Yes, have you received either of my replies?\nCustomer: No\nHuman Agent: I'll send again just below this message. \nHuman Agent: It looks like you have an active cloud plan through Zmodo, but the new trial you started is through Smartz. These are two different apps. If you do not want the Smartz trial you would need to cancel it via your Apple subscriptions and then instead of the Smartz app you would need to adjust your assigned devices from the Zmodo app if you want to move the service from one camera to another. This can be done in the Zmodo app by going to cloud, then view details on your plan, then edit next to enabled devices where you may adjust the assignment of your plan, then enable at the bottom once you've made your selection. \nHuman Agent: If for some reason you did not see it again, please let me know. \nCustomer: Why does the new camera have you download the new app and pull up your history if they are two separate companies charging \nHuman Agent: You may use the cameras from either app, but newer Zmodo cameras have a partnership with Smartz where the app shown in the quickstart guide is Smartz."]
["Customer: How do I unsubscribe my account?\nCustomer: I wanna unsubscribe from my account, please\nHuman Agent: Hi my name is Wendy.  I see active cloud plans on cameras ZMD16I2I7202006 & ZMD16EMI7200732.  Are you wanting both cloud plans cancelled?\nCustomer: Yes\nHuman Agent: one moment\nHuman Agent: Both cloud plans have been cancelled."]
["Customer: I have been paying a monthly fee for cloud service. If I add two more cameras, do I have to pay three times what I’ve been paying does the fee go with each device? I’m going to have three cameras total.\nCustomer: OK great. Also, there’s two different apps. My old app was called Zmodo with the new cameras. It’s a different app and it’s called something else. Which app do I use for the cameras? I wanna delete one since they seem redundant\nCustomer: 1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You may use either the Zmodo app or Smartz app. Either one is fine to use. Zmodo cloud plans are per device while Smartz plans are per device for the first two, but anything 3 devices or over would use an unlimited devices plan at which point any amount of cameras would be the same cost on an unlimited device plan."]
["Customer: Live against \nCustomer: Need to talk to live agent\nCustomer: Got charged 2X for my clown this month wondering why\nHuman Agent: I see one renewal for a subscription through your Apple account. Can you check the Purchase History in your Apple account? You can see that through your phone or tablet if you have an iOS device that is signed in to the Apple account that you used for the subscription.\nCustomer: Yes I have 1 subscription. That’s all I should have . If thare is more then one cancel one of them \nCustomer: Only one on the same cameras \nCustomer: Hello\nHuman Agent: I only see the one subscription on your account. The subscription is managed through your Apple account. That is why I suggested checking the purchase history in your Apple account. If you want to cancel the subscription, then you would also need to do that in your Apple account.\nCustomer: Checked only 1\nCustomer: Your company took it 2X this month \nCustomer: On the1st and on the 17th\nHuman Agent: We do not charge your account. Apple processes and manages the payments. If you were charged twice, there would be two charges showing in the Purchase History in your Apple account.\nCustomer: I see it on my bank account. \nCustomer: I will take care of it .!!!!!!! \nGoing to call Apple and file against your company \nHuman Agent: I understand that is shows on your bank account. Can you open the Settings app on your iOS device? Then tap on your name at the top. Tap on Media & Purchases and then tap on Purchase History.\nHuman Agent: Yes, you can also contact Apple support. Apple processes the in-app purchases on apps on their devices. So we do not have any of your billing information. Apple will have access to all of that information as it is done through your Apple account."]
["Customer: I have a subscription for five cameras. I just had to buy a new one to replace one of the original five I had. This camera won’t let me put it on the subscription it wants me to do the free trial. How does the new camera get added to the current subscription?\nCustomer: Is there a number to call?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I check your account. \nHuman Agent: Please go to the Store section at the bottom of the app's home page, tap view details on your subscription, then change device next to where it shows the enabled devices. From there you can select which cameras the cloud is applied to. \nCustomer: It isn’t showing the new camera. It only shows four\nHuman Agent: Can you send me a screenshot of this please? To confirm, this is after you hit change device?\nCustomer: I believe we are good now. Thanks for your help!\nHuman Agent: No problem. Have a good day! \nCustomer: You as well"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: How can I speak to a live person\nHuman Agent: How can I assist you?\nCustomer: It has been over a week that my platinum plan is not showing continuously only clips.  \nCustomer: I need that fixed asap\nHuman Agent: The cameras on your account appear to be on the Clips Plan. Can you tap on the Cloud tab on your app and tell me what you see for your active subscription?"]
["Customer: How do i cancel my subscription \nCustomer: Why cant i delete a device \nHuman Agent: it looks like your subscription goes through apple for the processor, to cancel it you would go to your apple account in the phone settings, go to subscriptions, click the subscription and select cancel. \nCustomer: If i cancel my subscription do i get a refund \nCustomer: ?\nHuman Agent: no, the subscription is non refundable, this was explained in our policy which was agreed to when subscribing."]
["Customer: Billing issues\nCustomer: -1\nCustomer: Customer support number\nCustomer: Ok \nHuman Agent: I want to let you know that the Live Chat support will close in 10 minutes. If we run out of time, then I will send you an invitation to schedule a callback.\nHuman Agent: How can I assist you?\nCustomer: My third camera cloud footage was cut off because of billing wich it was already paid for the year\nCustomer: I had 3 cameras with cloud service for 100 for a year \nHuman Agent: You can edit the enabled devices on your subscription. Tap on Cloud and scroll down to the active subscription. Tap on View Details and then tap on Edit. Then you can enable a camera on the subscription.\nCustomer: I also bought another camera so I am wondering how much for a year platinum cloud for 4 cameras\nCustomer: 3 should already be paid for the year\nHuman Agent: The Premium Plan that you have is $49.99 per year per device. The bundle discount that your current subscription may be on is no longer available. If you just want to add one camera on its own subscription, then you can go to the web app at user.zmodo.com and start another subscription.\nCustomer: So the 150 is paid for the year right \nHuman Agent: Yes, you have a subscription for three devices. You should be able to see that in your Cloud tab and in your Apple account.\nCustomer: Yeah it’s showing expired for the cloud on the porch camera \nCustomer: That was paid with the other two \nCustomer: It says I can get a subscription for it also having trouble with changing my password \nCustomer: The option is grayed out \nHuman Agent: You can edit the enabled devices on your subscription. Tap on Cloud and scroll down to the active subscription. Tap on View Details and then tap on Edit. Then you can enable a camera on the subscription.\nCustomer: Ok \nCustomer: I will try that \nHuman Agent: The Live Chat support is closing for the evening. You can tap on Schedule Call to make a callback appointment.\nHuman Agent: The Live Chat support is closing for the evening. You can tap on Schedule Call to make a callback appointment. Have a good evening."]
["Customer: Hello I updated my card info can you guys charge me for January so my cameras can be recording \nCustomer: Ok\nCustomer: Talk to customer support \nCustomer: Thank you \nHuman Agent: You would just want to start a new subscription on the cameras. You can go to the Cloud tab and select the subscription plan you want to subscribe to. Then click on Subscribe and select the cameras that you want subscribed.\nCustomer: Hello?\nHuman Agent: Did you receive my response? I will send my message again.\nHuman Agent: You would just want to start a new subscription on the cameras. You can go to the Cloud tab and select the subscription plan you want to subscribe to. Then click on Subscribe and select the cameras that you want subscribed.\nCustomer: No I don’t want to start a new subscription. I just updated my card bc the other one got lost. That’s why January did not get charged. \nHuman Agent: Yes, because it did not renew it expired. So you would just need to start another subscription if you want the cameras to record.\nCustomer: Oh ok got it \nCustomer: How can I add all 5 devices in one plan \nHuman Agent: When you click on Subscribe, it should take you to a list of the devices that you can select. You would just select all 5 cameras."]
["Customer: When is my next payment due for?\nCustomer: When is my next payment due for?\nHuman Agent: Hi my name is Wendy.  One moment, I will check your account.\nHuman Agent: Hi my name is Wendy.  One moment, I will check your account.\nHuman Agent: Are you being billed through your Apple subscriptions?  \nHuman Agent: Are you being billed through your Apple subscriptions?"]
["Customer: Good afternoon, I have moved house into a condo and I no longer have cameras, can I please cancel my subscription. Many thanks Ian\n\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to first look up how you subscirbed to provide assistance one moment while I do that for you.\nCustomer: Yes I am here\nCustomer: I am waiting for the agent \nCustomer: Kylie are u still there ? \nHuman Agent: Yes im here, I apologize for the dellay, it looks liek you have 3 cameras subscirbed through apple and one camera subscirbed through us directly, I was able to cancel the cameras subscirbed directly but due to the other 3 going through apple for the priocessor I am unable to cancel them from my end directly.\nHuman Agent: However to cancel those you can follow these steps form your apple phone for the last 3\nHuman Agent: You will need to cancel from the apple subscriptions area. To get there, open the apple settings, click your  profile, choose subscriptions then tap on the subscription and chose cancel, you will know it is canceled successfully when it shows an expiring date. \n\nCustomer: Thank you so much \nHuman Agent: Let me know if you have any trouble with canceling from the steps I sent above \nCustomer: I have done that you are awesome \nCustomer: Have an amazing day"]
["Customer: I want to cacel my membership efective 01/13/2025 time 12:10 pm easter  time\nCustomer: Agent\nCustomer: Ok\nHuman Agent: Looking at your account, I see a Monthly Premium plan for 1 device on the account. I have canceled the subscription and it will not renew again.\nCustomer: Thank you\nHuman Agent: You're welcome."]
["Customer: Speak to a live agent \nHuman Agent: How can I assist you?\nCustomer: Hi I was seeing why I can’t pay for more then one device at the same time it popped up yesterday now it’s gone\nHuman Agent: There are not any cameras on your account. It looks like they are shared from a different account. You would need to be logged in to the account that the cameras are setup on to subscribe them."]
["Customer: I pay for cloud and I need a video from 6/23/24 -but can't seem to be able to pull it up from my history\nHuman Agent: Hi my name is Wendy.  Let me check your account \nCustomer: So I can't get copy from this past June? I thought it goes in cloud? I need it \nHuman Agent: You have the 7-day monthly plan so you can playback footage from the past 7 days.  Footage from June would not be available\nCustomer: So it can't be pulled from the cloud?  I'm being sued and this is my proof\nHuman Agent: No anything father back than 7-days would no longer be available\nHuman Agent: Did you save the clip to your phone in June when the event happened?\nCustomer: Do you have a plan that will go back more then 30days? \nHuman Agent: No \nHuman Agent: 30-day plan is the longest plan that we offer.  Even if you signed up for the 30-day plan today, the plan would start today it wouldn't allow you to playback footage from before the plan started.\n\nDid you save the clip to your phone in June when the event happened?\n\nCustomer: No there was actually no event but I'd need video of time so they coukd see that \nHuman Agent: Footage from June would no longer be available\nCustomer: Thanks\nHuman Agent: You're welcome"]
["Customer: Troubleshooting\nCustomer: I’m Tracy\nCustomer: A package arrived and the camera didn’t detect it or catch it\nCustomer: It saw my car but didn’t catch my package being delivered\nCustomer: -1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Its possible that there was not enough motion to trigger the camera to record or if the network was poor during that period then the camera may not have triggered for the recording."]
["Customer: Hey\nCustomer: I am trying to buy cloud storage for some of my cameras, but I'm not seeing the place where you put in the Black Friday Code, am I missing something?\nCustomer: Can you check for me?\nCustomer: Does the Black Friday sale apply to Cloud plans or no\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. We have a black friday code for sales of physical goods on our site, but there is no discount code for cloud purchases in the app. \nCustomer: What about the website?\nHuman Agent: You may use it for buying physical goods there, but there is no cloud available for purchase on the website."]
["Customer: Delete my accounts \nCustomer: Agent \nCustomer: Agent \nCustomer: Reset cameras \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are the cameras you are wanting to reset tied to this account or are they tied to another account?\nCustomer: This account \nHuman Agent: There are no devices tied to this account you are contacting from under the email perezrosie57@gmail.com\nCustomer: Yes I deleted all of them to clear the account and get them on another Account \nHuman Agent: If the cameras are offline (flashing green or blue) that measn they are ins etup mdoe, its not possible for us to reset cameras thata re offline. \nHuman Agent: I checked the cameras that were on this account previously and they are all offline right now. To reconnect them you would go through the setup again to connect them to the network. \nCustomer: I’m wanting my history of perezrosie57 gmail.com to be removed \nHuman Agent: There is no history, no cameras are tied to this account, they are all unbound and can be set back up again. The cameras don't hold onto the account information after they are deleted from an account they can be mvoed to another account adn set back up freely\nCustomer: When trying to renew there’s a problem so I want to rest clear and start fresh again withe the camera I have\nCustomer: If I was to use my email address it will bring me back to what subscription service I had before and I don’t want that\nHuman Agent: Subsciption information is not the same as account information, Subsciption information is tied to the camera itself, not the account. Let me look up each of these cameras to see if they are still subscibed at all, one moment.\nCustomer: I would like my billing information to be cleared \nHuman Agent: Im looking up each of the cameras now, Give me one moment.\nCustomer: They expire because I did them for a month at a time , last month I added 8 cameras and never had but one camera with all video access \nHuman Agent: I checked each of the cameras, there is no subsciption tied to any of them, the subsciption on all of them has been canceled already and you are free to add them to a new account and subscibe them freely\nCustomer: New account but I want to use the same email , but want to use a new payment method and not iTunes it didn’t let me change it.\nHuman Agent: You cant make multiple accoutns with the same email that would not be possible.\nCustomer: That’s what I’m talking about so clear my account totally so I can start over\nHuman Agent: If you have an issue with the apple processor you can contact their support for assistance as that is outside of our scope, or you can also after you get the cameras back onlien and on this account log in from a web browser to user.zmodo.com and subscibe from there, the processor will not be apple if you do that. \nCustomer: I tried and it said I can’t delete it because it’s on iPhone\nHuman Agent: That will not resolve the issue, you still will have troubel subscibing either way even if you make a new account as its not the account thats the issue, its that you cant update your payment info with Itunez which is Apple.\nCustomer: So how do I fix that?\nCustomer: You’re can’t or won’t clear my account information on your system?\nHuman Agent: I dont know, as I said if you are having trouble with updatign your billing info with apple you would have to cotnact their support for that, its outside of our scope.\nHuman Agent: Theres not a way to clear an account for the reason your wanting, thats not going to resolve your issue here.\nHuman Agent: There is a process for deleting an account, it deletes the whole account from our system, but its not Our system your having the issue with, so even if you delete your account, and create a new one your still going to have this same issue, its not going to resolve the problem at all. \nCustomer: I’m wanting my information on your company to be deleted, because it has to many subscription options that come up and I choose one with 8 and it didn’t allow me to enable the cameras but took the payment, that’s why I want  all my history off , please\nHuman Agent: You can either go through the setup and then subscribe from the web app (this will not use apple for the payment processor) or if you want to use Itunez/apple you will have to contact them to figure out why its not letting you update your payment info with them. \nHuman Agent: Thats not the reason why your having trouble subscibing.\nHuman Agent: I am happy to send you the account deletion form to fill that out and submit it if that would please you, but I will warn you, you will be wasting your time as this will not resolve your issue at all."]
["Customer: can I transfer a subscription from one camera to another?  My dog ate one of my cameras and I had to get a new one.\nCustomer: the new camera is already added.  If I delete the broken one will the new one automatically start collecting video?\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Cancel cloud subscription\nHuman Agent: Hello, my name is kylie, let me look up your subscription, one moment \nHuman Agent: I successfully canceled the subscription for you, it will no longer renew from this point forward."]
["Customer: Hi I would like to cancel my subscriptions. \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up how you subscribed, one moment\nHuman Agent: It looks like you have 4 cameras subscribed to the 7 day monthly plan, are you wanting to cancel all of those cameras subscriptions?\nCustomer: Yes please cancel all \nHuman Agent: Okay, One moment.\nHuman Agent: I successfully canceled the subscription on those 4 cameras. Is there anything else I can assist you with today?\nCustomer: No, thank  you very much \nHuman Agent: Thank you as well, have a Beautiful day."]
["Customer: I’d like to cancel my subscription please.\nCustomer: Hi I’d like to cancel my subscription please!\nHuman Agent: Hello, my name is Grant. I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?"]
["Customer: Troubleshooting\nCustomer: Payment update\nCustomer: Phone number\nCustomer: Agent\nCustomer: Payment update didn't work\nHuman Agent: It looks like the subscription for two devices on your account tried to renew, first on 1/15 and then on 1/22. It was declined by your bank for suspected fraud both time. The subscription expired so you would need to start a new subscription.\nCustomer: Pick the devices and setup payment? \nHuman Agent: If you want to start a new subscription, then you can click on the Cloud tab and select the subscription you want and click on Subscribe. Then select the devices you want subscribed and enter the payment information.\nCustomer: Ok thanks\nHuman Agent: You're welcome."]
["Customer: I want to cancel my cloud that renews on the 19th of Jan \nHuman Agent: Hello, my name is Grant. I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?"]
["Customer: Hello, I want to buy another 49.99/ year service, why not?\nCustomer: 你会讲中文吗\nCustomer: 我要付款49.99/一年的服务\nCustomer: Agent\nCustomer: 代理\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you trying to subscribe the camera from the app or are you trying to subscribe your camera from the web app (user.zmodo.com)\nCustomer: Do you think my service is normal?\nCustomer: I want to pay an annual fee for my two equipment, but I can't."]
["Customer: How do I dispute a charge?\nCustomer: How do I speak with an agent?\nHuman Agent: Hi my name is Wendy\nHuman Agent: Could you please let me know in more detail what charge you have questions about?\nCustomer: Hello I'm Steve.  I recently had a charge of $24.90.   \nCustomer: I believe it was for a cloud service on a camera.  But I don't have that cloud plan set up.  \nHuman Agent: Yes I see the cloud plan on unbound camera ZMD12KR68211759 just renewed.   Are you wanting this cloud plan cancelled so it will no longer renew?\n\nWhen the camera/s were removed from the account a message would have popped up asking if you wanted to cancel the cloud plan or not. If you chose no, the cloud plan/s would continue to auto renew on the renewal date.\n\nTo avoid future billing, you must cancel your subscription before the next renewal date. Cloud subscription plans are not eligible for refunds. After cancellation you will continue to enjoy access to the cloud plan until the last day of your current subscription period. After the subscription period ends, you will no longer be billed the recurring subscription fees, and your cloud recordings will be permanently deleted and will no longer be accessible to you.\n\nCustomer: I only had one plan active for two cameras and that was it.  I did just cancel that cloud plan but I'm not sure why I got the $24.90 charge.\nHuman Agent: I see the cloud plan on unbound camera ZMD12KR68211759 just renewed.   Are you wanting this cloud plan cancelled so it will no longer renew?\n\nWhen the camera/s were removed from the account a message would have popped up asking if you wanted to cancel the cloud plan or not. If you chose no, the cloud plan/s would continue to auto renew on the renewal date.\n\nTo avoid future billing, you must cancel your subscription before the next renewal date. Cloud subscription plans are not eligible for refunds. After cancellation you will continue to enjoy access to the cloud plan until the last day of your current subscription period. After the subscription period ends, you will no longer be billed the recurring subscription fees, and your cloud recordings will be permanently deleted and will no longer be accessible to you.\nCustomer: Yes I obviously want that cloud plan cancelled.  \nCustomer: Since I don't have that camera any longer.  \nCustomer: I feel like that cloud plan would still show in my account though.  And it does not.  Which makes me think I did remove it correctly.  \nHuman Agent: I have cancelled the cloud plan on camera ZMD12KR68211759  for you.\n\nThe camera was deleted from your account but the cloud plan was not cancelled.\nHuman Agent: It is now though.  I just cancelled the plan on ZMD12KR68211759  for you\nHuman Agent: When the camera/s were removed from the account a message would have popped up asking if you wanted to cancel the cloud plan or not. If you chose no, the cloud plan/s would continue to auto renew on the renewal date.\nCustomer: Ok thank you.  \nHuman Agent: You're welcome"]
["Customer: Cancel subscription \nHuman Agent: Hi my name is Wendy.  One moment I will check how you are subscribed.\nHuman Agent: I see one active 30-day plan on camera ZMD13IRD9003343 (smart device) would you like me to cancel this plan for you?\nHuman Agent: It looks like you cancelled it.  The cloud plan shows cancelled now."]
["Customer: I want to order the cloud is it 4,99 each camera for month\nCustomer: Agent\nHuman Agent: Yes, the Premium Plan is $.99 per month per device.\nCustomer: I have 4 cameras how much wil it cost for a year\nHuman Agent: The Yearly Premium Plan is $49.99 per year per device.\nCustomer: I thought it was 49.99 for all the cameras for a year\nHuman Agent: No, the Premium Plan is per device, so it would be $49.99 per device you subscribe.\nCustomer: Ok so I can do 1 camera \nHuman Agent: Yes, you can subscribe one camera if you would like.\nCustomer: Ok thanks\nHuman Agent: You're welcome."]
["Customer: I have a cloud subscription for five devices and have five devices. However one of my devices says expired and is stuck on an old subscription. When I try and change it to be one of the five devices covered on the new subscription that expires in 2025, it doesn’t work. Can you help me?\nCustomer: -1\nCustomer: I have a cloud subscription for five devices and have five devices. However one of my devices says expired and is stuck on an old subscription. When I try and change it to be one of the five devices covered on the new subscription that expires in 2025, it doesn’t work. Can you help me?\nCustomer: Representative \nCustomer: Hello Grant\nHuman Agent: I am looking at your account, but it looks like you may have used a different billing email to subscribe the cameras, so it is taking me a little longer to track that down.\nHuman Agent: I apologize for the delay, it looks like I found the susbcription.\nHuman Agent: But the subscription is for four devices, not for five.\nCustomer: Hello?\nCustomer: D/static_file/1c7d8c7d47_1_20241101094216.png\nCustomer: Please see that my subscription is for 5 devices\nHuman Agent: The subscription in our system only shows 4 devices on the subscription. What do you see when you tap on View Details for that subscription?\nCustomer: D/static_file/7cf8e95e25_1_20241101095142.png\nCustomer: This is what I see when I select view details. It’s the old expiration date. The new expiration date is 09/07/2025\nHuman Agent: Yes, so it looks like that is an old plan. The cameras are subscribed under a different subscription. They are subscribed through the web app, which is why they show listed individually.\nCustomer: So what do we need to do? Why is it not showing me the new subscription? \nHuman Agent: It is showing you the new subscription. It is the four devices listed beneath the old subscription on your Cloud tab.\nCustomer: D/static_file/9f25cc9eb8_1_20241101095636.jpg\nCustomer: So how do I make that old subscription go away from this screen?\nHuman Agent: There is not a way to manually remove that. It will sometimes show old subscriptions as part of the subscription history there."]
["Customer: Troubleshooting\nCustomer: I am interested in purchasing the cloud services.  \nCustomer: Agent\nCustomer: Hello\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\n\nCustomer: I am interested in purchasing the cloud. With one purchase covers all cameras. Why do I have to purchase one on each camera. \nHuman Agent: The subscription is priced per camera, there is not a plan that is one for all cameras. \nCustomer: OK. I will purchase brinks \nCustomer: Cameras yours services are a rip off. \nCustomer: Thank you anyway. \nHuman Agent: Have a good day"]
["Customer: HELLO, MIRA, I JUST RENEWED MY SUBSCRIPTION TODAY OF $31.00\nPLEASE TELL ME HOW TO EXPAND THE TIME OF VIEWING/ RECORDING BECAUSE IT ONLY LAST FOR ABOUT 15SECONDS OR SO.\nCustomer: YES, WHEN I LOOK AT AN ALERT, OR WHEN THE SMART EASE LETS ME KNOW SOMEONE IS IN VIEW.. IT ONLY LASTS FOR ABOUT 15 SECONDS.. I WOULD LIKE IT TO BE AT LEAST 2-5 MINS\nCustomer: CAN I SCHEDULE TO SPEAK TO A LIVE PERSON ?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like you have the cloud service assigned to hallway cam while LR CAM is only on the free plan and is the only device that is online. If you want to move the service to that camera you may go to cloud in the app, hit view details on your subscription, then edit the enabled devices. That would apply for any recordings after when you make the switch. \nCustomer: YES\nHuman Agent: I'm not sure what you're meaning."]
["Customer: My doorbell camera is on clips but it doesn't work it says I have to upgrade\nCustomer: Live person\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I check your plan and camera. \nHuman Agent: When did you end up moving the clips plan onto this device? I see it was not on it on renewal last year, but does have it now. \nCustomer: Maybe a month ago\nHuman Agent: Okay, it also looks like this device was offline until about 2 hours ago, has there been motion in front of it since that time?\nCustomer: It was online because it shows a picture in the history I unplugged it and plugged it back in that's when you seen 2 hours ago\nHuman Agent: Are you able to try moving in front of it to trigger an event?\nCustomer: I went out I walked in front of it I rang the doorbell it let me answer it but the clip still shows that there's I got to upgrade to view it\nHuman Agent: Ah, I see the issue here. It appears this device does not support the clip plan. It's not intended for it to be possible to select it as a device. I apologize for the confusion. \nCustomer: Are you going to take it off or do I need to\nHuman Agent: I am not able to unassign it from my end so you would need to do that from the cloud section of your app. \nCustomer: Okay thank you\nHuman Agent: No problem, is there anything else I can assist you with for now?"]
["Customer: How can i add one more camera to my subscription?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You may add devices to your Google subscription by going to the cloud section of the app, then choose the plan you want for all of your cameras subscribed there, then select the currently subscribed cameras plus any cameras you wish to add to the subscription. \nHuman Agent: When you then subscribe, you will get a prorated credit based on the time remaining in your current subscription and will be charged a prorated amount based on the new plan and the time until your next renewal."]
["Customer: Hello\nCustomer: Why I cannot add my second device to 7 day cloud service?\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You subscribed it via Smartz on 11/4/24 so you would not be able to add it to two subscriptions at once."]
["Customer: Troubleshooting\nCustomer: Which camera is I'm subscribed on\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The Camera currently subscribed is named garage"]
["Customer: Ou account was suppose to be canceled I need a refund for the payment that just came out and for no further payment to post\nCustomer: -1\nCustomer: So just make sure our service is canceled and no further payments come out\nCustomer: Ok let me speak to agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like you had not cancelled your subscription through Google. We would not be able to offer a refund since it had not been cancelled previously. You may cancel via your Google subscriptions. Here is a link with more information on how to do that. https://support.google.com/googleplay/answer/7018481\nCustomer: The link will not open\nHuman Agent: I just tested the link and it seems to work properly. Are you able to copy it and paste it into your phone's browser?"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Cancel subscription \nCustomer: Cancel \nCustomer: Agent\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: No\nCustomer: I have lost that account \nHuman Agent: If you do not have access to an iOS device currently you can follow this guide on how to cancel your subscription via Apple. https://support.apple.com/en-us/HT202039"]
["Customer: Cloud\nCustomer: I already have 3 subscriptions and want to add another buts charging me for the ones I already have again\nCustomer: How do I contact subscription nanagment\nCustomer: How\nCustomer: Agebt\nCustomer: Agent\nCustomer: Yes need to add one subscription \nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like your subscription goes through google for the processor, whenever you make a change to the plan by adding devices, it will charge you again for all the cameras, then google will give you a prorate for the difference afterwards. \nCustomer: Ok\nHuman Agent: Any other questions I can assist you with today."]
["Customer: Troubleshooting\nCustomer: Cant access footage on the website]\nCustomer: Supporty\nHuman Agent: How can I assist you?\nCustomer: I am not able to view anything when I try and select a time to view on the website interface\nCustomer: The screen goes black and when I exit and go back in same thing happens\nCustomer: Hello?\nHuman Agent: Are you able to view the Playback on the mobile app on your phone or tablet?\nCustomer: I can but the video quality isn't exactly wonderful to say the least. I need to get a zoom up of a license plate and I figured a computer would serve me better, but that doesn't seem to be the case\nCustomer: Just forget this shit\nHuman Agent: Are you trying to click on a motion event or are you moving along the timeline at the bottom of the screen? And does it do the same for both cameras or just a specific camera?"]
["Customer: Set up\nCustomer: Looks like me share charged my charge card 49.99 for the yearly cloud?\nCustomer: How do I speak to an agent?\nHuman Agent: There is a Yearly Premium Plan for one device on your account. The camera named \"Camera-5\" is subscribed to the Premium PLan.\nCustomer: Has to be a mistake never had that with Zmodo\nHuman Agent: You subscribed that camera to the cloud plan on 1/24/2024 and it renewed on 1/24/2025.\nCustomer: Can I cancel that?\nCustomer: Not sure how that happened don’t recall doing that either \nHuman Agent: Yes, you can cancel it through the web app at user.zmodo.com or I can cancel it for you so that it does not renew again if you would like.\nCustomer: Can I get a credit? And yes please cancel\nHuman Agent: Alright, I will cancel the subscription so that it does not renew again.\n\nUnfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date. \nCustomer: I cancelled thank you \nHuman Agent: You're welcome. Do you have any other questions?\nCustomer: I do not\nHuman Agent: Have a good day."]
["Customer: My camera named “front”. Says I need to upgrade to a cloud plan but I already have \nHuman Agent: Hi my name is Wendy.  One moment I will check your account\nCustomer: The camera is working because I can see the small images.   It just won’t let me pkaybacj the events.  It is part i\nOf my 10 camera plan\nHuman Agent: I just did a sync/restart on the camera.  It will take 15 minutes or so before I can tell if it fixed the issue.\nCustomer: Ok thank you \nHuman Agent: You can wait here or I can email you after the issue has been resolved\nCustomer: Please email me.   Brianamsberry@yahoo.com\nThank you \nHuman Agent: Will do.  I will email you shortly.  Thanks!"]
["Customer: agent\nCustomer: I was chatting with someone else and got pulled away.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me see if they are available, one moment.\n\nCustomer: I was gifted a set of cameras from a family member that are not zmodo.  I thought I was pausing my accounts auto pay so i could check out those cameras and then if I thought I could click on resubmit during my service plan time that was still paid for and resume my plans and discounts.  It now looks like the plan is going to charge me a lot more since it is not just renewing my current plans.   Why is that?  Do you have a way to just reinstate my plans as they were?  Do you have any 50% discounts on plans that I could use to reactivate?\nHuman Agent: The subscription plans are per device and you can subscribe as many of them as you would like to the subscription, but it would increase the price for each additional camera. The cameras will continue to record until the subscriptions expire, so can wait until they expire to start a new subscription on the cameras.\nCustomer: If I can't get the price discounts of 50% off like I had before I would renew, but the cameras I was gift will do all 5 cameras for only $10 a month.  I have been a loyal customer for yeats, so it seems odd that your customer service wouldn't have away to retain customers?\nHuman Agent: The multi-device discount is no longer available. Since the subscription was canceled, you would need to start a new subscription once the current subscription expires to continue the recording after the time that was already paid for. Since that bundle discount is not available, and new subscription would be at the regular price.\nCustomer: Sorry type o's.....If I can't get the price discounts of 50% off like I had before I would NOT renew, but the cameras I was gifted will do all 5 cameras for only $10 a month.  I have been a loyal customer for years, so it seems odd that your customer service wouldn't have away to retain customers?\nCustomer: That is disappointing!  So you don't have supervisors that can override pricing to keep me as a customer?\nCustomer: Are you still there?\nHuman Agent: No, unfortunately, because you canceled the subscription, that discount is no longer available. It was still on the cameras as any already existing subscription plans were grandfathered in and remained at that price. But any new subscriptions or once the subscription is canceled, that discount would not be available.\nCustomer: What about the NVR device Replay? Would that work with the 5 cameras that are on my plan if I got an 8 channel one?  Would I have the same live viewing and replay availability I would with the cloud service?\nHuman Agent: Some of the cameras on your account are 1080p cameras, so you would need a 1080p Zmodo or Funlux system. If you have a 1080p NVR, then you can set it up and the cameras would record to a hard drive inside of the NVR.\nCustomer: Does the NVR still connect to the Zmodo app like my cameras do now.  Would the functions on the app stay the same?\nHuman Agent: Yes, the NVR will connect to the app and the cameras would still show live video the same in the app.\nCustomer: Do you still sell the NVR 1080p Replay through Zmodo or Funlux?\nHuman Agent: We have not made and sold NVR systems for several years. Unfortunately, we do not have any available. You can try looking at third party sellers (Amazon, eBay, etc.) for a Zmodo or Funlux NVR system.\nCustomer: I found one on Ebay that I might try.  What about the Greet Pro Doorbell camera. Are you still making and selling those?\nHuman Agent: We do not have any doorbells currently for sale.\nCustomer: Will you have any in the near future? \nCustomer: Did they stop manufacturing them or did you just sell out of them?\nHuman Agent: Unfortunately, we do not have information about future stock of cameras currently. They have not been discontinued, but I do not expect there will be any in stock in the near future. The focus has been on the Wi-Fi outdoor cameras. But I cannot say that for 100% sure.\nCustomer: Okay.  Thank you for your help!  I still think your company is loosing lots of customers by not offering a multicamera cloud plan.  The price per camera is way to high.  I can do 10 cameras on other companies plans for the price i would have to pay for 2 cameras with Zmodo!  :(\nCustomer: One last thing.  Do you know if any other camera brands beside Zmodo And Funlux cameras work with your Zmodo app?\nHuman Agent: There are a couple: mShare and SHO.\nCustomer: Okay.  Thanks again for your help!\nHuman Agent: You're welcome."]
["Customer: I have an unaautyhorized cloud charge\nCustomer: Agent\nHuman Agent: I see a Yearly Premium Plan for 6 devices on your account. The subscription is managed through your Google account.\nCustomer: I already contaced google and I have no subscriptions. I did not authorize this service for 2025.\nHuman Agent: It looks like you canceled it through your Google account. The subscription will renew unless canceled prior to renewal. The subscription on your account renewed on 1/11/2025 and was canceled on 1/27/2025. So it was not canceled prior to renewal.\nCustomer: My devices show no cloud sevice. I cannot pay it. I am a senior citizen and someone is perpetrating a fraud. You have no right to use my cred card\nCustomer: How could i cance;l something I did't know I had or ordered.\nCustomer: I cannot pay this I do not have or want cloud service\nCustomer: Cloud service was ordered in 2024 for my mother who dies on 7/2/24\nHuman Agent: The cameras on your account named \"mattyloft\", \"hallwayFL\", \"kitchen PA\", \"LandingFL\", and \"patioFL\" are the cameras that currently have the cloud subscription plan enabled on them. It looks like you started the subscription on 1/11/2022 through your Android phone or tablet.\nCustomer: The PA cameras are dead. I am in FL. Landing FL has nocloud service.  Patio FL has no cloud service. Hallway FL doesn't exist. Check it out\nCustomer: Some of the cameras were relocated after my mom died in 2024. Most of them are dead. You can see that the ones that are live have no cloud service but when accessed ask me to resubscribe which i did not do\nHuman Agent: Some of the cameras are offline, that just means that they are not connected to the internet. You may need to connect those cameras to your Wi-Fi network to get them online. You can also change which cameras are enabled on the cloud plan. Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “Enable” at the bottom.\nHuman Agent: What do you see when you tap on Playback for the camera named \"patioFL\"?\nCustomer: I don't want them enabled. I don't want cloud service. I did not authorize it again.\nHuman Agent: If you do not want the subscription to renew, then you will need to cancel the subscription. Once canceled you will have the remaining subscription time that was paid for. At the end of the subscription time, it will not renew and will expire.\nCustomer: I see a blurry image and some motion reports. But all cameras give motion reports for a short period unless you elect 27/7 daily reports which I did not\nHuman Agent: Okay, if you see footage in the Playback, then that means that it is recording the footage. So the cloud plan is active on that camera.\nCustomer: Look, I cannot afford to pay for a service I did not renew just beacuse i had no idea it renewed on 1/10. I got no notice. And just because it is now 1/27, I am supposed to pay for an entire year for a service I did not order\nCustomer: This is fraud. \nHuman Agent: It is stated in the terms that you agree to when you start a subscription. It will show the subscription in the app and shows the renewal date. It will also show the renewal date and allow you to cancel at any time in the Google account used to start the subscription.\nCustomer: Two of the carmera are gone and I'm paying for a cloud sub on them ??? Really this is such consumer fraud. You don't notify the customer and expect that they read some fine print somewhere that says it automatically renews unless cancelled? I haveother subscriptions and i am always advised when a renewal is coming up. You are just cheating merrchants\nCustomer: I didn't use a google account. I used my credit card. I don't want Zmodo anymofre. You are a terrible company and your cameras don't even work\nCustomer: I didn't use a google account. I used my credit card. I don't want Zmodo anymofre. You are a terrible company and your cameras don't even work\nHuman Agent: There will be emails sent to the account prior to renewal. You may want to check your Spam folder. You would also want to check the email that is on the Google account that you used. You can cancel or decrease the number of devices on your subscription at any time. You can also change which cameras are enabled at any time.\nHuman Agent: The subscription is managed through a Google account because the subscription was started on an Android device. Google processes the payments for in-app purchases on their devices.\nCustomer: You can see yourself that only one of the cameras that supposedly have a cloud account is working, which I did not even realize. The others are dead because they are not being used\nCustomer: The zmodo account was originally started just via credit card. I did not have an android phone.\nCustomer: I opened it on my laptop, not on a phone\nCustomer: I want these dead phones can cancelled.\nHuman Agent: It does not require a credit card to create an account. You would have had to use a phone or tablet to setup the cameras and connect them to your Wi-Fi network.\nHuman Agent: You account was created in 2018, but the subscription was started in 2022. An Android device was used to start that subscription.\nHuman Agent: It looks like the subscription is already canceled. You can doublecheck the status of the subscription in your Google account. \nHuman Agent: To check the status of your subscription managed by Google, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to see its status.\nCustomer: I do have a tablet. But none of this matters. I only use the following phones: kitchen FL, bedroom FL, Patio, FL , Outside, FL. All other phones are dead.\nHuman Agent: Alright, do you want assistance connecting the offline cameras to your Wi-Fi network? If not, then you can edit the enabled devices on your subscription. \nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “Enable” at the bottom.\nCustomer: I need some solution here. Im not paying $317   for a service I didn't personally renew or  currently use. I'll close the Zmodo account and just purchase Blink or some other service. I cannot go on with this.\nCustomer: I don't want to enable them. I don't have them.I only want the ones that are currently working and i don't want cloud on any of them. \nHuman Agent: Okay, if you do not want to setup cameras and do not want to enable the subscription on the cameras that you do have, then there is not much else to do. You can check the status to make sure that the subscription is canceled and will not renew again.\nHuman Agent: To check the status of your subscription managed by Google, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to see its status.\nCustomer: I already did that since I now realize I have the burden to check what zmodo does. That still means I am paying for a subscription for ANOTHER 11 1/2 months that I doi not use  or want\nHuman Agent: Yes, since you will still have the remaining subscription time that was paid for. When the subscription is canceled, it will not renew again.\nCustomer: Thatks for nothing. This is a terrible company. How do I get rid of it\nHuman Agent: You can do whatever you would like with the cameras. You can delete the cameras from your account if you do not want to use them. If you want to delete the account, I can send you the Data Subject Rights form in an email. You would just complete that form and return it and we can delete the account.\nCustomer: please send the email\nHuman Agent: I have sent the email to brandylan@aol.com"]
["Customer: Troubleshooting\nCustomer: Is it possible to see a certain days recordings that is not in my 7day mark . I subscribed to the wrong storage I wanted 30 days . \nCustomer: There is no way to access a certain days recordings prior .\nCustomer: I have been subscribed. So if I change my plan from the 7 day storage to the 30 day storage would I still be able to view the last 30 days even tho I was subscribed to 7 day ?\nCustomer: So there is no way to brow my footage from the 15th of January? \nCustomer: Can I speak to a person on the phone ? I don’t think you understand my question .\nHuman Agent: Hello, my name is Grant. Your camera is subscribed to the Premium Plan, which saves the last 7 days of footage to the cloud. Unfortunately, since it has been more than 7 days since 1/15/2025, there is not footage from that date available. Changing your subscription would not change that.\nCustomer: So you can not access just that day ? \nHuman Agent: The subscription saves the last 7 days of footage. Since it has been more than 7 days since 1/15/2025, that means there is not footage from that day saved any longer.\nCustomer: Like can I pay for that days footage ? \nHuman Agent: No, as I have mentioned, there is not footage from that day any longer because it has been more than 7 days."]
["Customer: Set up\nCustomer: Set up\nCustomer: Hi I restored my cloud service it says I paid till 7/2025\nCustomer: Ok ill try it ty\nCustomer: 1\nCustomer: Hi again its saying that I dont have cloud storage and I payed up till 7/25 \nCustomer: The cloud ☁️ simple is not there \nCustomer: I updated it already \nCustomer: My cloud says canclrf\nCustomer: No im trying to testo it\nCustomer: Trying to restore my cloud I paid up to 7/25\nCustomer: Agent\nCustomer: Ok\nHuman Agent: The camera on your account is recording. You still have the remaining subscription time that you paid for. Canceling the subscription will cause the subscription to expire at the end of the subscription time instead of renewing. \nHuman Agent: If you want to turn the automatic renewal back on, then you can resubscribe the camera. If you subscribe to the same subscription and use the same Google account, then it will not charge again.\nCustomer: How do I do that\nHuman Agent: How do you turn the automatic renewal back on for the camera? You would just subscribe again through the app to the same subscription.\nCustomer: I will try it\nHuman Agent: Alright, let me know if you have any questions. As I mentioned previously, even if you do not resubscribe, you will still have the remaining subscription time that was paid for."]
["Customer: Hello\nCustomer: Agent\nCustomer: Ok\nCustomer: Hello?\nCustomer: It's not much to scan\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How can I assist you today\nCustomer: I would like to utilize the 50% off promotion; however, I am currently unable to do so. Additionally, it appears that my account is linked to my phone number instead of my email. Could you please assist in merging these details?I wanto take advantage the primotion of 50% off. Some how im not able. Also, it seems that my account is libk to my phobe number and not to my email. Can that be merge?\nCustomer: Do you understand? Im just having issues with my fat finger\nHuman Agent: once an account is started with a phone number or with an email there is not a way to change it, you would have to delete the cameras from the account then create an account with the email instead\nCustomer: Hmmm\nCustomer: Kind of hard to do it at this time\nHuman Agent: Okay, I would not recommend subscribing until you move the cameras to another account.\nCustomer: I have several cameras that I would like to connect to the cloud, taking advantage of the current promotion\nHuman Agent: Okay, you can try subscribing form the app or go to the website user.zmodo.com to subscribe any cameras.\nCustomer: I already subcribe with my phone number\nCustomer: Im having problems. That is the reason i need your help\nHuman Agent: Okay, you currently have 3 cameras subscribed, 2 go through us for the processing and 1 goes through apple for the susbcription. If you wish to subscibe from the app it will go through apple, if you subscribe from the web app then it will go through us.\nCustomer: Btw i do not like the new app\nHuman Agent: we are not able to take payment info over the phone and I am not able to susbcribe for you.\nCustomer: Ok can you see the additional cameras under my account?\nHuman Agent: I cant see the footage of any of the cameras, but I do see you have several bound to this account yes.\nCustomer: What is “bound”\nHuman Agent: attatched\nCustomer: Ok i am able to see my brothers, but can you see just the ones under my name?\nCustomer:  I think have two additionals that i want to put the premium \nHuman Agent: im not sure what you mean, I cant see video at all from my end, in total there are 6 devices on the account.\nHuman Agent: if you want to subscribe more you can do that from the app or from the web app user.zmodo.com\nCustomer: Can you tell me the names? \nHuman Agent: No, That's private info, if you wish to see the names you can look in the device section for that info.\nCustomer: Guide me please. Im in the web now. \nHuman Agent: to subscribe you would go to the cloud section, it has a cloud on it.\nHuman Agent: then you would do the same as in the app and select the plan and pricing to subscribe.\nHuman Agent: Supply Room, Living Depa, and Entrada Depa cameras are not subscribed.\nCustomer: I want all 3 but i cannot see in my end\nCustomer: Can i send a picture?\nHuman Agent: you can send pictures yes\nCustomer: This os what i see\nCustomer: D/static_file/a49fb6c8c6_1_20241230135625.jpg\nHuman Agent: Okay you would select the plan, then the price, then tap susbcribe which is blue there, then you would select the 3 cameras.\nCustomer: I eant the shows the same price not the discounted price\nHuman Agent: the discount may not be available form the web app then for you\nCustomer: Really?\nHuman Agent: If the discount is not available for you to select then you would not be able to get that discount yes.\nCustomer: Now i see thanks, but not discounted\nHuman Agent: Yes.\nHuman Agent: No problem, any other questions before we go?\nCustomer: Why is not available for me?\nHuman Agent: I dont know, discounts come and go, if you are not seeing it there then that means you do not qualify for it, it's the sales team that runs all the discounts to people, it sounds like its not offered for the web app for you. \nCustomer: I saw the offer i even took a picture\nHuman Agent: well its not available here for you now, so you wont be able to receive it. \nHuman Agent: If it was there you would be able to get the discount but you said it yourself its not there.\nCustomer: Can you find out why? Is there any one that i can speak? \nHuman Agent: No, You can keep an eye out for future discounts and deals for the future.\nCustomer: Thank you\nHuman Agent: no problem, have a good day.\nCustomer: I have purchased at least 30 cameras from your company, which I have gifted to my family. I consistently speak highly of your products and am puzzled by the lack of empathy regarding this situation. I possess a photograph indicating that the promotion extends until the end of December"]
["Customer: If I order 2 more cameras, how much extra do I pay per month?\nCustomer: Contact me to customer support.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How can I assist you today\nHuman Agent: The subscription is priced per camera, if you want to know what you would be paying you can go to the cloud section to see the pricing for the subscription you are desiring for the new cameras."]
["Customer: Hello, Several months ago I contacted your company to inform that I no longer needed your services and to cancel auto pay. I noticed that I was billed again for another year. I am asking for a refund. Thank you\nMaria DaRosa \n508-542-5292 \nCustomer: Yes, please connect me with an agent. Ty\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I check your past contacts and billing history. \nHuman Agent: Today seems to be the first time you've contacted from this account and there is no billing associated with this account. Are you possibly referring to a different account?\nHuman Agent: It looks like the account is under the phone number you provided. We let you know you would need to cancel through Google and gave information on how you would do that. Here is a link with more information on how you may do that. https://support.google.com/googleplay/answer/7018481"]
["Customer: Como cancelo mi pago  \nCustomer: Como cancelo mi plan,\nCustomer: Agent\nCustomer: Agent \nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?\nHuman Agent: Parece que para la suscripción el procesador es Google, no puedo cancelar la suscripción por mi parte debido a esto. Tendrás que cancelar desde el área de suscripciones de Google. Para llegar allí, abra Play Store, haga clic en su perfil de Google en la parte superior derecha, elija suscripciones, luego toque la suscripción y elija cancelar; sabrá que se canceló correctamente cuando muestre una fecha de vencimiento."]
["Customer: Why is it saying my service for my kitchen devise has expired!!?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I check your service. \nHuman Agent: It appears you had 4 devices subscribed previously, then in between your October and November renewals, you had cancelled one, which was that Kitchen camera. \nHuman Agent: Since then you have had renewals for only the other 3 cameras on your account."]
["Customer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I redid everything uninstalled then reinstalled but still saying error when I try to add the cameras and also cancelled the subscription but when I go to try and add it back it says it will charge me again \nHuman Agent: as long as you select the same cameras, pricing, and plan as you were subscribed to before it will not charge you again. \nCustomer: It won’t let me select the cameras \nCustomer: It says an error has occurred try again later\nHuman Agent: Try going into your apple account to the subscription area and make sure it is canceled, if it is then you may have to contact apple to see why its not allowing you to re subscribe through them again. \nCustomer: It is and it will let me resubscribe but says it will charge me again and refund the difference \nHuman Agent: Okay, if that's what apple is showing then that is what will occur through them for you to resubscribe once again, you can contact them if you have an issue with that process. \nCustomer: How can I get a refund all together \nCustomer: I need cameras that work and are being recorded \nHuman Agent: Unfortunately, cloud service charges are non-refundable\nCustomer: Of course they are \nCustomer: Then what happens when you can’t get them to work??? Shit out of luck or what?\nHuman Agent: It is in our terms of service that the cloud service is a non refundable service, this was agreed to when subscribing, no a refund is not possible. \nCustomer: Then how do you get the service I have to recognize the cameras ??\nHuman Agent: You have canceled the plan, as shown there to add the time onto the cameras you would have to resubscribe them, apple will then refund you the difference it sounds like."]
["Customer: I have 24hr recording on 5 cameras on my account 1 of them broke can I transfer it to an active camera \nCustomer: -1\nCustomer: Set up\nCustomer: How do I reset a camera so I can set it up to a new home\nCustomer: 1\nCustomer: Can I use the service for the new camera \nCustomer: I need to replace a broken camera I paid for extra service on my account can I use it for the new one\nCustomer: 1\nCustomer: How do I make the switch \nHuman Agent: Hi my name is Wendy.  \nHuman Agent: You can edit which cameras have the cloud plans.\nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\nCustomer: Thank you\nHuman Agent: You're welcome\nHuman Agent: You are needing help setup a camera?"]
["Customer: Buenas tardes donde puedo cancelar \nCustomer: Agente\nHuman Agent: No puedo cancelar la suscripción por mi cuenta, ya que la gestiona Google. Sin embargo, puedo guiarte en el proceso. ¿Tienes un dispositivo Android con sesión iniciada en la cuenta de Google asociada a la suscripción?"]
["Human Agent: Agent\nHuman Agent: How can I assist you?\nHuman Agent: Yes I was just speaking with one of your other agents and we got cut off because I received a phone so if you will just read over my information please\nHuman Agent: Alright, then you will need to give me a few minutes to find your chat history and read through it.\nHuman Agent: that's fine \nHuman Agent: As the previous representative was saying, you had two different subscriptions. You had a subscription through your Apple account and that was refunded. That would have all been done through your Apple account. The camera named \"Big ho gotcha\" was subscribed on 11/25/2024 through your Google account. So that is on a separate subscription. If you want the other camera subscribed, then you would need to start a new subscription on the camera.\nHuman Agent: Yes but the one I have been paying on  woth Samsung phone up my subscription recently my smile bitch was working fine and was doing alerts  only but yet now I have to subscribe to it \nHuman Agent: The camera would still be able to give you the live video and motion alerts without a subscription. The camera is offline, which means it is not connected to the internet. That is unrelated to a subscription.\nHuman Agent: This whole time the smile bitch was not recording only gotcha ho was explain that to me \nHuman Agent: One camera would be recording because you only have one camera subscribed. The other camera is not subscribed, so it would not record continuously.\nHuman Agent: If you want both cameras to record continuously, then you would need to subscribe both devices.\nHuman Agent: Seem to me if I had a subscription on it wouldn't it have been recording so while all of a sudden it stops working now that my subscription was do for my one camera I am paying for and why would I be spending time having to explain my point on a text or even having to contact you of there wasn't a problem all of a sudden and things have been just fine till now my smile bitch camera was doing alerts and working just fine till it needs a subscription all of sudden\nHuman Agent: The camera named \"smile bitch\" is not subscribed. So while the camera is online, it would show you live video and motion alerts. The reason it is not showing you live video or giving you alerts, that is because it is offline, not because the camera is not subscribed. \nHuman Agent: There are several reasons that the camera could be offline. Are you there with the camera to troubleshoot it?"]
["Customer: I’m paying for support and I am not receiving continuous coverage.    \n\nI pay for 3 of my 4 cameras to have continuous coverage.   \n\n\nIs this a glitch or something else ? Do I need to go to another service provider? \nPlease advise!\nHuman Agent: Hi my name is Wendy\nHuman Agent: Which camera are you not able to playback? what is the name or ID on the camera?\nCustomer: Yes I’m here you never answered my question \nCustomer: If this is an automated response YOU CAN NOT ASSIST\nCustomer: Agent\nCustomer: Hi Kyle I don’t have a lot of time can you answer my question as to why I do not have continuous coverage on 3 of the cameras I pay for \nCustomer: Kylie*. Sorry\nHuman Agent: One moment as I look into your account. \nHuman Agent: Your plan has continuous intelligent recordings which record video whenever motion is detected and a screenshot every 10 seconds when no motion is detected. It looks like they're currently recording properly. What sort of issue are you experiencing? \nCustomer: No it is not recording \nCustomer: I’ll try to get a screen shot , if I’m booted out of this chat sorry \nHuman Agent: Okay, the chat wont timeout unless you do not respond after 5 minbutes to the automated warning message so the chat will still be here for you."]
["Customer: Agent\nCustomer: I'm trying to cancel my account and I don't know my account number \nCustomer: Agent\nHuman Agent: Hi my name is Wendy\nHuman Agent: Are you wanting to cancel cloud plans?\nHuman Agent: I am unable to cancel the subscription on my end, as you are subscribed via Google but you can follow this guide on how to cancel your subscription via Google. https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid\n\nCustomer: I'm trying to cancel my account but I don't know my account number \nHuman Agent: If you are wanting to cancel your Google cloud plans you would need to login to your Google play account to cancel them.\n\nFollow the info in this link:  https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid\n\nHuman Agent: Your Zmodo app account # is 22030496 but you would not need to enter this to cancel your cloud plans."]
["Customer: Can you send me the the customer service \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I pay the renew for my divices but I don’t know why don’t work\nCustomer: I have 4 divices 2 expires at December 3 but the other2 I pay like two months ahou\nCustomer: Hello\nCustomer: I need the phone number \nHuman Agent: Okay, the susbcription is only for recording services, if the cameras themselves are offline that wont help with that aprt. Are you unable to view the playabck or what issues are you experiencing with those caemras?\nHuman Agent: We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\nCustomer: Ok but my concern is why they charge me doble at the same divices\nHuman Agent: You upgraded and added another camera to the plan going through apple, whenever you make a plan change like that it will charge for the full amount."]
["Customer: Hi I am paying for cloud service and not receiving it on 2 of my 3 cameras \nCustomer: Hi I'm paying for cloud service for 3 cameras and only get it on 1 camera \nHuman Agent: Hello, my name is Grant. It looks like you removed two devices from your account that you had subscribed, but had not disabled the subscription on those cameras. I cleared the subscription from those cameras so you can now edit the enabled devices on your account. \nHuman Agent: Tap on the Cloud tab and scroll down to the active subscription. Tap on View Details and tap on Edit. You can then select the cameras you want to enable on the subscription."]
["Customer: Video playback is not working \nCustomer: Also I'm unable to go back more than 2 days of events \nCustomer: I have a Cloud playback plan\nCustomer: Troubleshooting\nCustomer: I need to speak to an agent\nHuman Agent: Hi my name is Wendy\nHuman Agent: Camera named Side ZMD16LEI7201399 shows offline.  is this the camera you are needing help with?\nCustomer: No\nCustomer: The other two cameras \nCustomer: Hello, are you still there?\nHuman Agent: Alright, it looks like you may have had a Clips Plan on the cameras. You can try editing the subscription in the web app at user.zmodo.com.\nCustomer: I do have a Clips Plan.  \nCustomer: It says no enabled devices \nHuman Agent: Alright, and if you click on it does it let you edit the enabled devices?\nCustomer: When I try to enable them I get \"an error occurred, please try again later\"\nHuman Agent: Can you send a screenshot of that error that you are getting?\nCustomer: To ?\nHuman Agent: You can send it here in the chat.\nHuman Agent: Or you can email it to support@zmodo.com.\nCustomer: D/static_file/c2ed7b0605_1_20241023155323.png\nCustomer: What's next?\nHuman Agent: Thank you for the screen shot. Please give me a couple of minutes to take a look. I may just need to manually turn the time back on for the cameras.\nCustomer: Okay \nHuman Agent: Please give me just another couple of minutes here. It is looking like I will have to add the time manually to the cameras, but I have one more thing to check.\nCustomer: Kool\nHuman Agent: Thank you for your patience. I have added manually the Clips Plan back to those two devices.\nCustomer: Let me check\nCustomer: I am seeing a number of days of events now.  However I'm not seeing anything for Monday \nCustomer: Also the events are not playing back smoothly.  I can only play one event at a time and it doesn't advance to the next event \nHuman Agent: The camera only records and saves those clips for 30 days when the subscription is active on the camera. So there would not be clips from Monday since the Clips Plan was not active.\nCustomer: Yes\nCustomer: So what about the clips I'm seeing?\nCustomer: Why aren't they advancing in playback?\nHuman Agent: Those would be the basic motion alert clips that the camera takes when it is not on a subscription.\nCustomer: I really needed some critical video footage from Monday morning around 10:00 AM\nHuman Agent: Because they were recorded before the Clips Plan was activated on the cameras, so they are just the short clips of motion that the camera makes when not on a subscription.\nCustomer: How can this problem be avoided in the future?\nHuman Agent: Unfortunately there would not still be footage from that time. We do not have access to any footage that you do not have in your app.\nCustomer: It's quite unfortunate that I'm paying for a service and when I need it I'm told sorry it wasn't recording \nCustomer: How can this problem be avoided in the future?\nCustomer: I only discovered the problem because I needed footage \nCustomer: Are there preventative maintenance checks that Zmodo can do to alert when my subscription falls out?\nHuman Agent: It looks like the issue was when the subscription renewed. You can keep an eye on the subscription to make sure it is functioning properly. Along with checking the cameras to make sure they are online and showing footage.\nCustomer: I don't think so \nCustomer: When did the subscription renew?\nHuman Agent: The subscription renewed on 9/10/2024.\nCustomer: I have reviewed clips after that\nCustomer: I believe I have renewed clips after that but it seems not.\nCustomer: So it seems that I have been without the feature for a month now\nCustomer: Over a month \nHuman Agent: I cannot say for sure when the issue started. But it shows that the subscription was expired on the cameras. It is possible it was after that, but there is no real wat to tell for sure.\nCustomer: I think it's only fair for you to extend my renewal date since I was not getting the service I was paying for.\nHuman Agent: I cannot change the renewal date of your subscription. The renewal date does not change on the subscription.\nCustomer: How can I be made whole?\nHuman Agent: The subscription is now active on the cameras and it will be recording clips when the camera detects motion. I cannot change the renewal date or refund the subscription.\nCustomer: I have auto-renewal active.  Is there a way to prevent the clips subscription from deactivating?\nCustomer: I now remember that this same thing happened before \nHuman Agent: No, it appears there was an error with the subscription. That is why when you asked if there was anything that you could do, I recommended keeping an eye on the cameras and the subscription."]
["Customer: Agent \nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: Hi Grant I was able to connect a device but when I click to live view I get the view of another camera?\nHuman Agent: Which camera are you having trouble with?\nCustomer: Front west and sorry it's actually the wrong playback it's from another camera front gate.\nHuman Agent: Alright, lets see, can you go to the Home screen of the app and tap on the Playback button for that camera? And is the camera in a group or is it listed individually?\nCustomer: I have it,  as at now a group\nHuman Agent: Okay, and when you tap on Playback it takes you to the Playback for which camera?\nHuman Agent: And can you tap on the camera name at the top to get a dropdown menu of cameras in the group?\nCustomer: From front west and Takes me to front gate\nCustomer: I thinks different should I not use a group?\nHuman Agent: You can use a group. But when you go to Playback for a group, it just shows one camera at a time, so you would just need to tap on the name at the top to change which camera you have selected.\nHuman Agent: You would probably also want to edit the enabled devices on your subscription to enable the subscription on the \"Frontwest\" camera.\nCustomer: Well I tap at that individual camera front west live view, then the playback. Never had a problem till the app update with vault\nHuman Agent: After you tapped on Playback, did you tap on the camera name at the top to change which camera is selected from the group?\nHuman Agent: You will also want to edit the enabled devices on your subscription since the \"Frontwest\" camera is not currently enabled on the subscription. Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “Enable” at the bottom.\nCustomer: I also was able, this time to go cloud and scroll down and get to the devices for cloud but it's incomplete it just shows my devices and nothing else. No enable or disable?\nHuman Agent: What do you see on that screen? Can you send a screenshot of what you see?\nCustomer: I'll try\nHuman Agent: Or do you see a button that says Edit or Change Device?\nCustomer: D/static_file/c49deb0e68_1_20250303153026.jpg\nHuman Agent: That looks like a different subscription from the one that is currently on your account. It says it is for 9 devices and the expiration is 2/28/25. Are there any other subscriptions listed on your cloud tab?\nCustomer: D/static_file/7d1c638d54_1_20250303153201.jpg\nCustomer: Yes\nHuman Agent: There is another subscription listed there? What other subscription do you see there?\nCustomer: D/static_file/b36f81b9f0_1_20250303153339.jpg\nHuman Agent: Otherwise, you can check the status of the subscription in your Google account. Depending on what it shows there, you may want to cancel and resubscribe. If you resubscribe to the same subscription, it will not charge again and will just reactivate it on the cameras.\n\nBut first, lets just check you Google account. To check the status of your subscription managed by Google, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to see its status.\nCustomer: Ok  one minute please\nCustomer: My next payment for $39.99 is next April \nCustomer: Active as far as I can tell\nHuman Agent: Does it give you the option to cancel the subscription?\nHuman Agent: If you can, then you can cancel it and then go back to the Zmodo app and subscribe for the same Monthly Premium Plan for 8 devices. And select the 8 cameras that you want subscribed. If it is the same subscription and same Google account, it will just reactivate the automatic renewal and not charge the subscription again.\nCustomer: Yes cancell subscription\nCustomer: Ok  I must be going now thanks for your help.\nHuman Agent: You're welcome."]
["Customer: Tell me agin how to add a camera that I’m already paying for \nCustomer: It’s new cameras \nCustomer: No just adding them and taking the old ones down \nCustomer: It’s anew camera \nCustomer: I pay for 5 ok so I removed one bc it’s old I’m replacing that one and don’t want to be charged again \nCustomer: Live agent \nCustomer: Agent \nCustomer: Ok \nCustomer: Can you check to make sure I’m not being charged multiple times please \nCustomer: If I close this window do I have to start over ? Also \nHuman Agent: You can edit the enabled devices on the subscription in your app. Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “Enable” at the bottom.\nCustomer: I deleted the old camera from the app want to add the new one \nHuman Agent: That is fine. Once you add the new camera to your account, you can follow the steps in my previous message to enable the subscription on that camera.\nCustomer: I don’t want to be charged bc I have 5 and I’m just upgrading ya know \nHuman Agent: You are not changing the subscription, so there would be no charges. You are just changing which cameras are on the subscription.\nCustomer: So it asked me to start a free trail \nCustomer: I don’t want that bc I just added to replace it \nCan you check to see if I’m good on that \nHuman Agent: It looks like you started the Free Trial, you did not need to do that. You can go to the Cloud tab and edit the enabled devices on your subscription.\nCustomer: I think I fixed it \nHuman Agent: It looks like the camera is showing as subscribed. Do you have any questions?\nCustomer: Yay \nCustomer: Thank you so much \nHuman Agent: You're welcome."]
["Customer: Unable to subscribe to live backup \nCustomer: Please \nCustomer: I am trying to subscribe to live backup and it is not allowing\nCustomer: Yes live chat agent please\nHuman Agent: Hello, you've reached customer care, my name is Kylie. When you try to subscribe what happens? and are you trying to subscribe from the mobile app or from where?\nCustomer: It’s from online.  It says that I’m already subscribed.  But it has expired since 2024 \nCustomer: It’s from the app.  Online just sends me back to the app \nHuman Agent: Can you send me a screenshot or a photo of how it looks for you?\nCustomer: D/static_file/2c411450c1_1_20250221150844.png\nHuman Agent: Okay, can you go to your apple phone settings, click your apple profile, then select subscriptions and tell me what it shows there by taking a screenshot and sending that to me?\nCustomer: D/static_file/2f3c6c4068_1_20250221151113.png\nHuman Agent: You would have to scroll through your subscriptions details there t, then tap on it if you see the sub then take the screenshot. If you dont see it there at all let me know\nCustomer: Those r my only active and inactive subscriptions.  There r no other ones \nHuman Agent: It normally will also show the details of the inactive subscriptions here as well, do you see it listed at all?\nHuman Agent: If the answer is still no then that's fine, I on my end don't see where the cameras are subscribed or have an active sub, but it showed the sub previously was going through apple for the processor so I wanted to be sure it did not show in your apple subscriptions that there was one active. Try going to https://user.zmodo.com/login then log into your account and try to susbcibe, let me know if it still gives you any errors, if you get redirected to the app at all, copy the link and try pasting it into google chrome. \nCustomer: D/static_file/21349bc8c0_1_20250221152751.png\nCustomer: D/static_file/7b51ca1c67_1_20250221152816.png\nCustomer: The first page shows subscribed in the lil corner.  But shows renewal date of feb 2024\nCustomer: If I click subscribe on the first page it brings me to the 2nd page to choose a device but none r coming up."]
["Customer: I want to unsubscribe a device \nHuman Agent: Hi my name is Wendy.  Which camera cloud plan are you wanting to cancel?  Please let me know the name or device ID on the camera.\nCustomer: Roy\nHuman Agent: One moment and I will cancel the cloud plan on Roy camera for you.\nHuman Agent: The cloud plan on ZMD17AFI8203536 Roy has been cancelled.\nCustomer: Thanks \nHuman Agent: You're welcome!"]
["Customer: I am being charged $19.99 for service I am not receiving.. the week back-up..\nCustomer: Agent\nCustomer: Service not connected.. \nCustomer: Agent\nCustomer: Agent\nCustomer: Agent\nCustomer: agent \nCustomer: 👌🏻\nHuman Agent: You can enable devices on your subscription in your app. Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “Enable” at the bottom."]
["Customer: I'm having trouble paying my monthly subscription \nCustomer: It's says closed\nCustomer: Subscription says closed\nCustomer: -1\nCustomer: Help me pay my subscription \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?\n\nCustomer: My subscription says expired \nCustomer: I want ro renew my subscription \nHuman Agent: You will need to resubscribe via the app or web app. \nCustomer: What is the web app site called?\nHuman Agent: user.zmodo.com"]
["Customer: I have a total of three cameras and two are on the platinum subscription the other is not subscribed. One of my cameras that is subscribed keeps telling it is expired but I never changed anything but when I try and resubscribe the camera it pops up with a message saying a similar plan already exists and won’t let me subscribe it even though I’m still getting billed for both cameras?\nCustomer: -1\nCustomer: Detail were all described in the first message.\nCustomer: Detail were all described in the first message.\nCustomer: -1\nCustomer: -1\nHuman Agent: Hi my name is Wendy.   One moment I will check your account\nHuman Agent: I see (2) 7-day monthly plans on cameras ZMD32LE44233784 (unbound) , ZMD20HN01202997 (inside garage)\nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\nCustomer: I have my bill from August 31 2024 and I am paying for 2 devices so why is your system only saying I have one I can use?\nCustomer: -1\nHuman Agent: You would need to edit which cameras are on the cloud plans \nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom."]
["Customer: Hello, it says my trial is expired but the expiration date is next month\nCustomer: It says my trial is expired but the expiration date is next month \nCustomer: That shows the same information \nCustomer: -1\nCustomer: Is says it’s expired but the date is in the future \nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you referring to LR?\nHuman Agent: If so, I've turned it back on. Trials will be turned off if you either choose to end the trial in the cloud section of the app or if you would delete the camera from the account."]
["Customer: Set up debit card \nCustomer: How to add debit card for the cloud \nCustomer: Your app does not allow me to put in a payment method \nCustomer: I need further assistance \nCustomer: The cloud will not allow me to put in a debit card \nCustomer: How do I get ahold of customer support \nHuman Agent: Are you trying to subscribe through your mobile app or the web app at user.zmodo.com?\nCustomer: Hello \nHuman Agent: Hello, are you trying to subscribe through your mobile app or the web app at user.zmodo.com?\nCustomer: Hellooo \nHuman Agent: Are you seeing my messages to you?\nCustomer: Customer care agent \nHuman Agent: You already been connected to a Customer Care Agent. It seems you are not seeing my messages. I have been asking if you are trying to subscribe through your mobile app or the web app at user.zmodo.com?"]
["Customer: Issues downloading recordings off app\nCustomer: Nothing to do with the phone. The app itself doesn't give me an option to download the recordings to my phone \nCustomer: This is why I'm reaching out here\nCustomer: I JUST TOLD YOU\nCustomer: AGENT\nHuman Agent: Are you trying to download a motion event or are you trying to make a clip of the continuous recording on the \"Livingroom\" camera and download that?\nCustomer: In the gallery on the app, it has a recording I did, that it should have saved to my phone but it didn't. It does not give me the option to download it to my phone. All permissions are allowed from the app\nHuman Agent: It should not save to the Gallery and should download right to your phone if the app has permission to access your phone's photos or files and there is room for it to download. Can you send a screenshot of what you see when you go to the Gallery and tap on the recording?\nCustomer: One moment as this convo is on my laptop and not my phone.\nHuman Agent: Otherwise, you can go back to the phone settings and we can doublecheck the permissions. You can also uninstall and reinstall the app and then try to make the clip again. You can also try making the clip on the web app.\nCustomer: The web app doesn't even give me the option to view the gallery\nHuman Agent: You would not view the Gallery on the web app. You would go to the recorded footage and make a clip.\nCustomer: D/static_file/e2badbfd02_1_20240913144534.jpg\nCustomer: D/static_file/0f11a3e9a5_1_20240913144539.jpg\nCustomer: D/static_file/2b3f001260_1_20240913144545.jpg\nCustomer: D/static_file/29a7224a9a_1_20240913144551.jpg\nCustomer: This is what I get when I try to download from the gallery on the app. As seen in the pictures screenshot, it does not show up\nCustomer: D/static_file/b73a532b1e_1_20240913144726.jpg\nCustomer: app settings in phone\nCustomer: All allowed\nHuman Agent: You can try making another clip. Also check the space available on your phone for photos. You can also uninstall and reinstall the app and then try to make the clip again. You can also try making the clip on the web app and saving it to your computer.\nCustomer: It was a recording I can't make another clip. \nCustomer: I cant even access the cloud storage because it says I dont have one, yet I'm paying for it monthly.\nHuman Agent: Is it the \"Livingroom\" camera or a different camera?\nCustomer: Livingroom is the only one I have the subscription on \nHuman Agent: What I was asking was, are you trying to save footage from the \"Livingroom\" camera?\nCustomer: yep\nHuman Agent: Okay, what do you see when you tap on Playback for that camera?\nCustomer: It shows me, it is recording. \nCustomer: But the app itself doesn't say I have a subscription\nHuman Agent: Because you subscribed from a different account and then moved the camera to this account. \nCustomer: It doesn't show on that account either\nHuman Agent: So you do have access to the Cloud Playback. So you can uninstall and reinstall the app and then try to make the clip again. You can also try making the clip on the web app and saving it to your computer.\nCustomer: This is ridiculous. I CANT make the clip again, because its not something that was planned. What was recorded is of someone who will not leave our home and keeps taking things. It was to prove to our landlord for their eviction case.\nHuman Agent: When was the event that happened? Your camera is recording continuously, so you can go back to that time.\nCustomer: Earlier this hour\nHuman Agent: Then you can tap on Playback and go back to the time at the start of the clip you want to make. Then make a clip of that footage. The Playback lets you go back to see the recorded footage.\nCustomer: This is NOT what I want to do. I should be able to DOWNLOAD from the gallery! \nHuman Agent: Making clips in the Playback section is how you create and save recordings from the continuous footage.\nCustomer: I'm paying almost 14 a month for that low of a service? This is insane. It shouldn't be that difficult. I might have to reconsider even using this service or recommending it \nCustomer: Thank you SO MUCH for suggesting to uninstall and reinstall. I did that and now the gallery is empty. \nCustomer: You just cost my landlord evidence \nHuman Agent: I do not understand what you mean by \"that low of a service\". The way to download and save footage from the continuous footage is to tap on Playback, go to the time you want start the clip, select the length of the clip, and then it makes the clip.\nHuman Agent: The footage is not deleted from the Playback, which is where you make the clip and save the footage from.\nCustomer: ITS GONE FROM THE GALLERY\nCustomer: You are zero help. I'll be making a phone call \nHuman Agent: Right, the Gallery is not what I am talking about. The continuously recorded footage is not stored in the Gallery.\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nHuman Agent: We can walk you through where to find the continuous footage and how to save it."]
["Customer: how do i unsubscribe from cloud service\nCustomer: Yes \nHuman Agent: Hi my name is Wendy.\n\nI am unable to cancel the subscription on my end, as you are subscribed via Google but you can follow this guide on how to cancel your subscription via Google. https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid\n\nCustomer: need more help to unsubscribe from cloud\nCustomer: cannot pull link up\nHuman Agent: ok one moment\nHuman Agent: On your Android device, go to subscriptions in Google Play.\nSelect the subscription you want to cancel.\nTap Cancel subscription."]
["Customer: I need to cancel my subscription because I can't have access to the cameras and I don't want to pay for something.I can't use\nCustomer: Agent\nCustomer: Agent\nHuman Agent: What is the email address for your account?\nCustomer: Jamesmh37@hotmail.com\nHuman Agent: Could you have also used a phone number for the account?\nCustomer: Hi the phone number was 5304094682\nCustomer: He also had email. Jamesmh39@gmail.comj \nHuman Agent: Alright, so there are two subscriptions that appear to still be active. The first is a Monthly Premium Plan for one device, and I can send an email to the billing email on that subscription. I would just need a reply back giving me permission to cancel the subscription and I will get it canceled.\n\nThe second is a Monthly Premium Plan for seven devices. I'm unable to cancel the second subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: Yes, for some reason, it looks like I'm being double charged. My email is nicks44wolf@gmail.com \nCustomer: I can't sign into his google account either\nHuman Agent: If you do not have access to an android device currently you can follow this guide on how to cancel your subscription via Google. https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid"]
["Customer: hi, my device is damaged. so i had to cancel my cloud subscription but it says its active until next year.  can i get a credit for the unused portion.\nCustomer: can the unused portion be applied to another device\nCustomer: service rep\nCustomer: can my \"front camera\" cloud service be transferred to my \"eve camera\"?\nHuman Agent: Let me take a look at your account. Which camera stopped working that currently has the subscription time? Which camera are you wanting the subscription time to be moved to?\nHuman Agent: Okay, let me take a look.\nHuman Agent: Is the camera that you want the subscription time moved off of named \"front yard\"?\nCustomer: yes\nCustomer: and it be moved to the camera \"eve camera\" if possible\nHuman Agent: Thank you for your patience. I have moved the remaining subscription time from the \"front yard\" device and to the \"Eve camera\" device. The camera will record until 7/4/2025 at which point the subscription will expire. You can start a new subscription on the camera when it expires if you want it to continue recording.\nCustomer: great.  thank you\nHuman Agent: You're welcome."]
["Customer: Hola\nCustomer: Mi plan expira el 1 de noviembre pero mis cámara dicen q mañana porq?\nCustomer: D/static_file/485cfa1ce9_1_20250310103326.png\nCustomer: D/static_file/4fbacfa32e_1_20250310103340.png\nCustomer: Esto es debido a que?\nHuman Agent: Hola, me gustaría que intentaras comprobar directamente en el área de suscripción a la nube de tus suscripciones de Apple. ¿Puedes ir a la configuración de tu teléfono, hacer clic en tu perfil, luego hacer clic en suscripciones y tomar una captura de pantalla de esa página y enviármela para revisarla?\nCustomer: D/static_file/906968f281_1_20250310103848.png\nCustomer: No me puede hacer un cargo otra vez a mi tarjeta por ese monto, tenía un problema con una cámara nueva q no se había adicionado a plan lo hize y le di enable y ahora me aparece en la cámaras como si fuese a renovarse mañana !\nCustomer: Me puedes ayudar con eso por favor !\nHuman Agent: Se muestra que el plan se renovará el 1 de noviembre y el 25/11/2020, ya que esa es la fecha de renovación anual.\nHuman Agent: 11/1/25 is the renewal date, Not 25/11/2020, Google translate cambió la fecha, mis disculpas.\nCustomer: Como así ?\nCustomer: Ok pero mañana tengo q pagar de nuevo ?\nHuman Agent: No, ese no es el caso, no te cobrará mañana, te cobrará en la fecha que aparece en tu área de suscripciones de Apple allí, el 1 de noviembre.\nCustomer: Por que acabo de pagar en noviembre pasado !!\nHuman Agent: Sí, la suscripción se renueva anualmente. Se renovaría en noviembre de este año. No se renovará antes de esa fecha.\nCustomer: Ok perfecto muchas gracias \nHuman Agent: Gracias también, ¿hay alguna otra pregunta con la que pueda ayudarle hoy antes de irnos?"]
["Customer: I've been a customer for about 15 years.  every single year I have to contact you around this time (December) because the cloud service stops working, and the invoice is automatically paid each year.  I would like to cancel your cloud service and ask for a pro-rated refund please. \nCustomer: No problem\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account one moment.\nCustomer: ok\nHuman Agent: It looks like you have 3 cameras subscribed, are you wanting to cancel all 3?\nCustomer: Yes \nHuman Agent: Okay, One moment.\nHuman Agent: It is just taking a moment to cancel the subscriptions, I am still actively working on this.\nCustomer: ok\nCustomer: yes I am here\nCustomer: are you able to provide a refund once the subscriptions are canceled\nHuman Agent: I have had the 3 cameras subscription successfully canceled, it will no longer renew. The last date of service is 2025-12-13 for all 3 cameras \nCustomer: did you refund the original form of payment I just paid for 2025 \nCustomer: I just see that you've canceled further automatic payments \nCustomer: this last payment was taken directly from my checking account via paypal\nCustomer: 11/13/2024\nHuman Agent: No the cloud service is a non refundable service. \nCustomer: Ok so you took $99.80 from my checking account on November 13th of 2024.  I haven't been getting cloud service anyway for the last 2 weeks which prompted my reaching out to you today.  Now you say you can't issue a refund?  Please allow me to speak with your supervisor. \nHuman Agent: The cloud service is a non refundable service, Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date.  it states this in our terms of service. I have messaged my supervisor and they are currently unavailable, they would be able to email you or can do a callback later in the day what would you prefer?\nCustomer: I haven't been getting the cloud service for the last few weeks anyways!  your renewal date changes every year.  Sometimes you pull the money in October, sometimes in November, and sometimes in December.  How can I cancel before the renewal when your company isn't consistent with the dates?\nHuman Agent: Looks like my supervisor just became available, I will transfer the chat over to them for you now. \nCustomer: Thanks\nHuman Agent: Hi, my name is Dillon and I am Kylie's supervisor. One moment as I read through the previous messages. \nCustomer: after your review, another issue.  Usually the auto payments were billed to my Paypal credit account.  Last month it was taken from my checking account and I never authorized your company to pull money directly from my DDA. \nHuman Agent: Unfortunately no refund would be possible. Per our terms, the service is non-refundable and you have already had it active for over a month since the latest renewal. I do see at least one of the devices was online and recording within the last few days, though you seem to have frequent network issues causing the cameras to go in and out which will impact the ability to record properly. We can certainly assist with troubleshooting those issues, but would not be able to offer any refund here. \nHuman Agent: For the payment method, one moment and I'll look into that. In general though we only have the ability to bill through the information you have provided and would not have the information to bill anywhere else. \nHuman Agent: It looks like it was paid from your Paypal account. So it would then use whichever payment method you have set up in your Paypal account. If you have multiple payment methods in there and one fails, Paypal then attempts another option from among those you had provided. \nCustomer: I have not had cloud service for the last 2 weeks.  which means I prepaid for the whole year and received service for about 2 weeks.  The cameras do not go in and out, I am always able to view the last 7 days of activity and not just motion.  I have to contact you every year when the cloud service stops working, and it's always after I am billed.  How can you not be flexible with a refund due to all of these circumstances?  furthermore, you bill me every year at different times, shouldn't the bill date be consistent with the month and date?  how is a customer supposed to cancel service when they do not know when their renewal date is?  if you can't issue a refund, I will dispute the charge and provide all of this documentation.  \nCustomer: my PayPal credit has never failed in 20 years.  I did NOT authorize Zmodo to take money from my checking account.  This is a breach of what I have not authorized.  I will contact Chase bank and dispute this.\nHuman Agent: Please go to playback on Mudroom and check 12/15. I can see it was recording up until then. That said though, they have gone in and out frequently which has impacted the ability to record properly since then. I do see they are dropping offline quite frequently and would be happy to troubleshoot that to avoid further issues in the future, but we cannot control the network conditions for the cameras on your home network. As it is not related to the renewal and is instead related to the cameras going offline which would relate to local network or power conditions, that is not something we would be able to refund. Additionally, if you were aware you have these issues, you would have been welcome to cancel prior to renewal or contact sooner when your issues began. The billing date itself is at the same time each year, but it's possible it may vary by a few days based on billing failures if a transaction fails to go through. As this is a valid charge and you had not cancelled the subscription, we would contest any disputes. The issue here is related to the local conditions which we would be happy to troubleshoot, but unfortunately unless you are willing to troubleshoot, we would not be able to help resolve the issues you're running into. \n\nWe only have the billing you provided which was Paypal. You were billed through Paypal which then directs through the payment methods you have set up. If you do not wish to have Paypal bill you through your checking account, you would want to remove that as a billing type on your Paypal account. We have no control of how you pay through Paypal as that is decided based on your Paypal account. \nHuman Agent: Restarting the cameras will work as a temporary fix for the devices so I have done that, but until the root issue is resolved, you will continue to have troubles there. I would highly recommend further troubleshooting to determine the network issue. Would you be alright with troubleshooting those connection issues with us?\nCustomer: My checking account is linked to PayPal and you pulled the money from my checking account through Paypal.  I will dispute this charge, can't believe this company is still even in business.  I will also report you to the Better Business Bureau.\nCustomer: I have so many smart devices in my home, never an issue with any of them besides your product, every year at the same time.  I will say again, your renewal date is never consistent from year to year. \nHuman Agent: We do not control how you are billed through Paypal. You authorize payments through Paypal and Paypal then bills according to first whatever you'd set as your main payment method for that subscription or otherwise through alternate payment methods you've set if that fails. We do not have any information on what payment methods you have set through Paypal and cannot choose which one to bill. \n\nRegardless of your other smart devices, I can see you are experiencing frequent drops for these ones. One major difference between these and most other devices is that most devices rely primarily on download bandwidth while cameras are constantly uploading HD video and rely far more on upload bandwidth. So it's possible it could be something related to upload speeds on the network. It's also possible it could be related to signal strength which differs for every device on a network based on their location and what the wifi signal must pass through to reach that location. \nCustomer: thank you, contacting BBB and my bank now. \nHuman Agent: To test upload speed, could you please Google \"speed test\" on a device that is on the same network as the cameras? It'll first test download speed, then upload speed. For your devices you would need a minimum of 6mbps of upload speed to support just these cameras, but that is not accounting for any other devices you may also have active on the network. Though as long as you do not have other cameras, you likely do not have a lot else that would be using a lot of upload bandwidth. \nHuman Agent: Regarding being charged on different dates, it looks like you were charged on 11/13 for at least the last 3 years in 2024, 2023, and 2022. \nCustomer: Chase Bank will be contacting you. \nHuman Agent: Okay, we will be contesting any disputes in this case. If you would like assistance with your devices, we'd be happy to help you. \nCustomer: Go ahead and contest.  I have reported this as an unauthorized transaction, your service does not work, every year I have the same issue, and changing renewal dates.  Good luck with your contest.  Thank you for your lack of customer service and working with a Loyal customer that's been with you for over 10 years\nHuman Agent: As I noted, I can see recent recordings and have asked if you can check on that for the Mudroom camera. The cameras are frequently going offline which impacts the ability to record. We would be happy to troubleshoot to hopefully resolve any issues you're having."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: We can’t see our footage on our 4 cameras\nHuman Agent: Hi my name is Wendy\nHuman Agent: You can't see the live feed?\nHuman Agent: outside 1 & 2 and talotta front 7 back?\nCustomer: I renewed our plan this morning for 399.99\nCustomer: but now it looks like it ran out on 8/19/24\nCustomer: On a bank visa card\nHuman Agent: I don't see any active cloud plans on your cameras.  Did you subscribe on the phone app? or directly from your apple account?\nCustomer: Zmodo app\nHuman Agent: Could you please provide a screenshot of the new subscriptions? and a screenshot of the payment?\nCustomer: I can’t see it\nCustomer: I went to change payment info to a new visa card\nCustomer: Do you mean it never went thru\nHuman Agent: I see that the plans expired on Aug 19 but I don't see any new cloud plan subscriptions.  \nCustomer: For a 4 camera renewal plan for $399.99\nCustomer: How do I renew with a new visa card\nHuman Agent: Could you provide a screenshot of the payment?  \nCustomer: I cant\nCustomer: I don’t see any payment\nHuman Agent: On the Zmodo phone app you can subscribe on the cloud tab, choose what plan you want, choose the cameras you want to subscribe and subscribe.\n\nIf you have an iPhone the payment will go through your Apple subscriptions.\nCustomer: I updated the new payment info\nCustomer: how do I process the payment \nHuman Agent: On the Zmodo phone app you can subscribe on the cloud tab, choose what plan you want, choose the cameras you want to subscribe and subscribe.\n\nIf you have an iPhone the payment will go through your Apple subscriptions."]
["Customer: I cannot establish a connection \nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Hi Kylie, can you look at our last chat that I just had? I know it wasn’t with you but you can see where I was at.\nCustomer: It was probably like 10 minutes ago\nHuman Agent: it was me you spoke to before, How did the camera react to the Zink setup for you?\nCustomer: Nope\nCustomer: And now it won’t give me a green light or a blue light it’s just no light\nCustomer: The doorbell will ring. I just cannot make a connection to it.\nCustomer: And it’s physically falling apart\nHuman Agent: On my end it looks like the doorbell is online right now and it is also recording properly as its showing there should be recorded video so that's a great sign. \nCustomer: K let me check \nHuman Agent: im not able to see the live video, can you try viewing the camera live and testing the playback for me now?\nCustomer: Well color me stupid, \nCustomer: Thank you for all your help\nHuman Agent: No problem, happy I was able to provide assistance. Is there anything else I can assist you with today?\nCustomer: Are you guys out a doorbell cams for sale?\nHuman Agent: Yes unfortunately we do not have any doorbells in stock. You may be able to find our doorbells on third party sites such as amazon, Walmart, or eBay that you can try"]
["Human Agent: ddddd\nCustomer: ca\nHuman Agent: game set\n\nCustomer: caera"]
["Customer: What are my cameras that I have a subscription?\nHuman Agent: Hi my name is Wendy.  I see (1) active 7-day monthly cloud plan on camera ZMD16HDI7203538 (2911)"]
["Customer: Cancel\nCustomer: Agent\nCustomer: 1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, are you wanting to cancel a cloud subscription? \nCustomer: Hello? \nHuman Agent: Yes, I said \"Hi, thank you for contacting support. My name is Dillon, are you wanting to cancel a cloud subscription? \""]
["Customer: Agent\nHuman Agent: How can I assist you?\nCustomer: My camera has not worked right since the app update how can I fix this??\nHuman Agent: Could you give me more details about which camera you are having trouble with and what trouble you are having with the camera?\nCustomer: D/static_file/78064d97c9_1_20240917095907.png\nCustomer: My outdoor camera is supposed to continuously record but it will not play on my iPhone but will play on my Samsung phone and also it has a black screen when I try and play it and does not play you can see the play bar is black with spots of color in movement I think it’s the app update\nHuman Agent: So, that is what the timeline is supposed to look like now when it is recording continuously. And you said that you can see the footage on your Samsung phone?\nCustomer: Before the update that bar would be a color and when I scroll through it it would play my outside video\nHuman Agent: Yes, the update changed the colors of the timeline bar and events.\nCustomer: Yes it plays on my Samsung and not my iPhone but why will it not play on both devices? Like it did before?\nHuman Agent: There could just be an issue with the app on that phone. Does it play if you tap on one of the Motion Detection alerts?\nCustomer: Before when I pull up the camera it would be different colors and would play all the way through and now it only plays the bars and not the whole line like before it just makes no since and yes I have reset disconnected and unplugged deleted the app I have done everything google has said to do I wish it would work like it did before\nHuman Agent: Just so you know, the color of the bars is normal now. That is not a problem.\nCustomer: Yes but it should play all the way through with continuous recording and how is it not a problem when it does not work right? There is a problem!\nHuman Agent: I understand that there is a problem. You just keep mentioning the color of the timeline bar, and I am just trying to tell you that the color was changed, so that is not a problem. \nHuman Agent: There could just be an issue with the app on that phone. Does it play if you tap on one of the Motion Detection alerts?\nCustomer: The bedroom camera plays and it’s on clips subscription and the other does not play all the way through and YES it plays the detection alerts but it’s supposed to play all the way if I start at 12 am to now it should play all the way not just the alerts\nCustomer: D/static_file/12e98dde08_1_20240917101022.png\nHuman Agent: Thank you. I am asking so that we can figure out what may be causing the issue. We are trying to troubleshoot to figure out the problem and the solution.\nCustomer: See instead of a black screen it should be a video so there is a issue I think it’s the app update cause it’s the same color on my Samsung and it plays all the way through when the iPhone is doing this black screen and not playing all the way though\nCustomer: All that color is how it looked before not it’s has more black then color weird.\nHuman Agent: Again, the color of the timeline bar is normal. That is not the issue. The app sees that there is recorded footage there. That is what it is supposed to look like on the timeline. The issue is that it is not playing the footage, but that does not have to do with the color of the timeline. \nHuman Agent: Can you uninstall the app and reinstall the app on your iOS device?\nCustomer: Yes and like I said it was not black until the update now it might be normal or new but before there was way more color like this\nCustomer: D/static_file/921f5990af_1_20240917101738.png\nHuman Agent: I know, and I understand there is an issue. You just keep bringing up the color of the timeline as the issue, and I am trying to explain that it is normal now. The update changed the color of the timeline. So the color of the timeline is not the issue.\nCustomer: Do you see the bedroom? There is way more color and it’s on clips!!!!!!\nCustomer: Ok how do we fix this I can uninstall the app but will loose the chat\nHuman Agent: Yes, that is because that is the color for motion events and clips. The color for continuous footage when there is no event, is what you are seeing on the camera that is on the continuous plan.\nCustomer: And it’s supposed to record and play 24/7?\nCustomer: And I uninstalled the app like you said and still does not work!\nHuman Agent: Okay, as I said, we are troubleshooting to see figure out what the issue is and what the solution is.\nHuman Agent: Can you try restarting the iPhone that you are not able to view the footage on? You can also try downloading the Zmodo app and see if you can view the Playback on that app.\nCustomer: Is this company in America? Just asking! Idk I might have to try a translation app I don’t think you understand my issue!! Do you understand my problems with your product or am I just thinking nothing changed when I updated the app!! Cause a lot has changed and the camera in the bedroom records and plays more then the outside camera and it’s on the continuous plan!! And it’s supposed to play if I drag it to 12 am should play until I stop it but it freezes and does nothing! So I have to try another app? Give me a second and don’t hang up it might take me a min\nHuman Agent: I would recommend trying the Zmodo app for now. We have been testing internally and it seems to work on that device. We have been able to replicate it on some iPhones but unable to replicate it on other iPhones. Can you give me your iPhone model and iOS version\nHuman Agent: Yes, this company is in America. I am a native English speaker. And I understand your issue. The Continuous footage freezes and does not play. It plays when you look at the motion events on the camera and plays the clips from the other camera. But it does not play the continuous footage outside of the motion events on the camera with the continuous plan.\nHuman Agent: I have understood your issue the entire time. I have been trying to get you to troubleshoot so we can try to narrow down the issue and find a resolution.\nCustomer: D/static_file/2034b9ec4a_1_20240917103638.png\nCustomer: Hey it works now under the other app sorry if you think I was being a smart ass I am just frustrated with this camera and how it does not work right but now it does please pass on my issues so it might can get fixed thank for the help and I have been dealing with this since the update\nHuman Agent: It seems to be an issue only with some iOS devices, so it may be an issue with certain phones or iOS versions. Can you give me your iPhone model and iOS version? I will get that information passed along to try to find a resolution.\nCustomer: It’s iPhone 15 pro max and the last update was last night which was ios18\nHuman Agent: Thank you. I will get that information passed along to our development team.\nCustomer: OK, thank you..\nCustomer: Have a good rest of the day and sorry for being a smart butt just frustrated with the way this camera was doing..\nCustomer: Well the app not the camera actually about to order 4 more I like these cameras when the app works right lol\nHuman Agent: Thank you. And no need to apologize. We had not gotten any reports of the issue before, so we were testing on devices while I was having you troubleshoot. Right now, we need to do more testing, but it may be an issue with certain iOS versions.\nHuman Agent: You have a good rest of your day, too."]
["Customer: Hi. I have 4 cams working on my place and I was thinking of subscribing to your home yearly plan basic. But can I start it now and add a couple more cams later?\nCustomer: The plan I'm looking at has a limit on the number of cams it will coverr.\nCustomer: You have 1 plan that will cover all the cams under 1 plan, not individualy \nCustomer: How many cams can I put on the Zmodo basic family plan?\nCustomer: Bye\nHuman Agent: Sorry about the confusion \nHuman Agent: Are you still there?\nCustomer: Hi again\nCustomer: Hello\nHuman Agent: Hello\nHuman Agent: How can we help? \nCustomer: Do you still have a plan that covers all 4 of my cameras on a clip plan\nCustomer: A plan that maybe covered 10 cameras at once\nHuman Agent: Not on the Zmodo app but if you use our partner app named Smartz there is a clips plan that cover multiple cameras \nHuman Agent: Are you able to download the app currently to see the plan options\nCustomer: My cameras right now, are just on the basic free plan. Didn't you offer that plan on this app? \nHuman Agent: We did do a trial run of the clips plan on the Zmodo app but the company decided against offering it on the Zmodo app. But as I mentioned it is on the Smartz app\nCustomer: I searched and found \" Smartz Ease\" ?\nCustomer: Is that the one?\nCustomer: If that's the one, does it require moving all my Zmodo cameras on to it?\nHuman Agent: Yes that is the one\nHuman Agent: You would just sign in with the same account and password on the Smartz app\nCustomer: Ok, I believe I'll check out that app. That plan looked like what I need. Thanks\nHuman Agent: Okay if you have any questions on the plan please let us know. \nCustomer: How many cameras does the clips plan cover?\nCustomer: I have 4 right now but want to add a few more\nHuman Agent: It is unlimited devices, if you subscribe more than 3, when you go to check out you should see a device quantity. once you meet the threshold it will show unlimited \nCustomer: Does thus plan work on 2 different locations or just one?\nHuman Agent: Currently it works for different location as long as they are on the same account. It is possible that could change in the future but you would be informed before it does. \nHuman Agent: locations*\nCustomer: Ok, just wondering because I have cameras in 2 different locations. And just purchased more cameras for both places.\nCustomer: I'll download that app and see if I can get it set up.\nHuman Agent: Okay, if you have any questions on it, let us know. \nCustomer: Ok, good bye"]
["Customer: I have a camera I signed up for cloud and it’s not working. I tried to resign it up it’s says the plan already exist \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: Oh I’m not at home and the camera is \nCustomer: It’s on my account as backyard \nHuman Agent: Did you swap the backyard camera? \nCustomer: Yes with one of my other cameras a few days ago \nHuman Agent: Ah you need to enable the service on the back yard camera. Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\n\nCustomer: Ok I’ll try that thank you \nHuman Agent: Let me know if it works"]
["Customer: hi, I’m having trouble adding my two new cameras to my cloud plan, can you help?\nCustomer: Agent\nHuman Agent: Let me take a look at your account.\nCustomer: Ok\nHuman Agent: You will want to edit the enabled devices in your app. Tap on Cloud and scroll down to the active subscription. Tap on View Details. Tap on Edit and then you can change which devices are enabled.\nCustomer: That option is not available to me in cloud for some reason. \nHuman Agent: Yes, it is because you had a camera subscribed that you removed from your account without disabling the subscription on it. I cleared the subscription from it so that you can edit the subscription.\nCustomer: never mind! I’ve been trying to do that for the last three days, with no luck, however, I just went in and I was able to actually edit the cameras for once. Odd.\nCustomer: But I am all set now!"]
["Customer: I am trying to cancel my subscription to Zmodo am moving \nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like you have the subscription through apple, I am not able to cancel the subscription from my end due to this. You will need to cancel from the apple subscriptions area. To get there, open the apple settings, click your  profile, choose subscriptions then tap on the subscription and chose cancel, you will know it is canceled successfully when it shows an expiring date."]
["Customer: hi it says my service has expired on my device but then when i go to check my subscription status it says i’m subscribed? why am i paying for this subscription if i cant access my cloud service \nCustomer: how do i reach out to an agent\nCustomer: hi i can’t access my cloud history because it says i dont have a subscription on this device but when i get my subscription status it says i am subscribed. what should i do? i don’t want to pay for this if i can’t access anything\nHuman Agent: There could be a few reasons. First can you go to the cloud tap in your app and scroll down to the bottom and tell me if it shows a subscription listed there?\nCustomer: yes there is\nHuman Agent: Alright, and can you tap on View Details and tap on Edit and try to enable the subscription on the device?\nCustomer: the subscription is already enabled on my device though\nHuman Agent: Can you disable it then? And the enable it again? Or can you send a screenshot of the details screen that you are looking at?\nCustomer: that’s my issue is that the subscription is enabled and i can’t edit the subscription to add it to my device because it says there is already an existing subscription on it, but i cant access my cloud footage. i don’t understand\nCustomer: D/static_file/4221db570d_1_20250303111311.png\nCustomer: should i unsubscribe?\nHuman Agent: Okay, so if you see, it shows the renewal date as 10/18/2024. So there may be an issue with the subscription in your Apple account then. \nHuman Agent: To check the status of your subscription managed via Apple. Open the Settings app. Tap your name at the top. Tap Subscriptions, find the subscription then tap on it to see its status.\nCustomer: but im paying for the subscription through zmodo not through apple\nCustomer: i am getting payments taken out of my account\nCustomer: i understand how apple subscriptions work, but this subscription started through zmodo and didn’t take me through apple subscriptions.\nCustomer: D/static_file/9945c1ab2c_1_20250303111703.png\nHuman Agent: The subscription is managed through your Apple account and the payments are processed by Apple. Any in-app purchases on iOS devices (which includes the subscriptions) are managed by Apple.\nCustomer: but there is no subscription in my app store AND money has been taken out of my account\nCustomer: i don’t understand what’s going on\nHuman Agent: Then you may have used a different Apple account. Did you go to check the subscription status in your Apple account?\nCustomer: i did not use a different apple account, i am giving you all of the details i have i don’t have another apple account\nCustomer: are you able to see my subscription status on your end?\nCustomer: this is incredibly upsetting since that means i’ve had money taken out of my account without being able to access any of the features\nHuman Agent: It does not show a subscription on the camera and I cannot see more details of the subscription or payment since it is managed through an Apple account. Did you go to check the subscription status in your Apple account? What do you see in your Apple account?\nCustomer: i see that there is no zmodo subscription\nCustomer: that’s what i’m trying to convey to you, i’m very confused about all of this right now i’m very upset\nCustomer: i don’t think i’m going to be using this service again and i’m going to try to find a way to stop getting these charges to my account\nHuman Agent: I would recommend contacting Apple support then. They may be able to help you locate the subscription or the account that was used to start the subscription. They would have more information about the billing since that is processed by Apple.\nCustomer: i only have one apple account. i know you think i probably don’t know what i’m talking about but i only have one account. there is no other account that would have initiated the charge. the apple account shows no zmodo subscription and it says that my last subscription has ended. i restarted my subscription last month and that’s when i got the charge for. i don’t know what other information i can provide to you\nCustomer: i just want to be unsubscribed at this point\nHuman Agent: I do not think you do not know what you are talking about. We only have so much information from subscriptions that are started on iOS devices since Apple manages the subscriptions. That is why I suggested checking the status in your Apple account or contacting Apple. So there is a Zmodo subscription that shows in your Apple account? But it just shows that it ended?\nCustomer: yes that is correct, but i have been charged the 4.99 for the subscription that i restarted last month\nHuman Agent: Okay, I apologize, I thought there was nothing there at all because you said there was not a Zmodo subscription. What does it show when you tap on the subscription in your Apple account?\nCustomer: there is no active zmodo subscription, the zmodo subscription is in the expired section… when i tap on the expired one it asks me if i want to restart it for 4.99\nHuman Agent: Then I would recommend contacting Apple support if you were charged. Because Apple is who actually takes the payment and it would show in the Apple account. So if you were charged, but there is not a subscription in your Apple account, then there seems to be an issue on that end of the subscription process.\nCustomer: look i’m just going to unsubscribe, this has been incredibly unhelpful and i feel like i’ve been going in circles. i’m going to find a new service to use\nHuman Agent: You would unsubscribe through the Apple account used to start the subscription. That is where you would cancel the subscription. If it is not showing in your Apple account, then it may not unsubscribe. So you would want to contact Apple support.\nCustomer: this just feels like a giant scam, why does my subscription show up in my account on here and then doesn’t let me unsubscribe \nCustomer: is there not any way to fix the subscription showing up in the app? this is incredibly upsetting\nHuman Agent: Because it seems to be an issue with the subscription on the end of the Apple account or the billing. That is why I keep suggesting that you contact Apple support. There is nothing I can do on the subscription if the issue is on the Apple account or the billing end. If you were charged, but it is not showing a subscription in your Apple account, then the issue would be there.\nHuman Agent: When you resubscribed, did you do it through the mobile app on your iOS device?\nCustomer: yes\nCustomer: i am in contact with apple support right now, but my question is can you not remove the subscription from showing up on my app if i’m not actually subscribed on your end ?\nHuman Agent: Then the subscription is managed through an Apple account. So since you are not seeing a subscription in your Apple account, I would suggest contacting Apple support.\nCustomer: why is it still showing up in the app that i am subscribed\nHuman Agent: Unfortunately, since I have limited information on subscriptions through Apple accounts, it is likely an error where part of the system thinks you have a subscription, but another part does not.\nHuman Agent: However, I cannot say for sure since the subscription is not even showing in your Apple account.\nCustomer: could you remove the subscription from my account? i am in contact with apple right now\nCustomer: i don’t want the app to keep saying i’m subscribed\nHuman Agent: No, I cannot change anything with an Apple subscrption.\nCustomer: i am in contact with apple right now and they can’t find the charge in their system\nCustomer: i’m incredibly confused\nHuman Agent: Then it may not have gone through. You may have just seen a pending charge that got canceled or blocked or denied by the credit card company or something like that. I cannot say because we cannot see any billing information from subscriptions through Apple accounts.\nCustomer: so how can i unsubscribe from this so it doesnt show up in the app anymore if i can’t unsubscribe through apple since the subscription doesn’t exist with them\nCustomer: that’s why i’m asking if you are able to fix this on your end so it no longer shows a subscription in the app because apple can’t do anything either\nHuman Agent: You can go  to your Apple account where it shows the expired subscription and try to resubscribe there. Or you can go to user.zmodo.com and log in to the web app and start a subscription. The web app will process through our payment processor and not through Apple.\nHuman Agent: I understand that you are asking me about removing it on your app. I still cannot do anything to a subscription managed through an Apple account.\nCustomer: but apple can’t do anything either\nCustomer: so should i just monitor my bank account and make sure no charges are placed this month? i don’t understand\nHuman Agent: If you had a previous charge through Apple, you could possibly give them information on that charge to look up the particular subscription it came from. \nCustomer: i was just in contact with apple, no charges have appeared in my account history with them\nHuman Agent: Okay, but you see a charge through your bank or credit card? Does it show as being from Apple there too?\n\nCustomer: it shows as originating from zmodo from what i remember, i had a charge placed on my account the day i restarted my subscription but there is no active subscription with apple and zmodo shows a subscription in the cloud tab but i’m unable to access anything\nHuman Agent: Can you look at your card statement and send a screenshot of the charge you received?\nCustomer: i don’t understand, did the subscription not actually go through? why is it still showing up in the cloud tab? how can i get rid of it from showing up in the cloud tab if i can’t unsubscribe through apple?\nCustomer: the card used is my mom’s, when i get home from work i can send a picture of the bank statements from last month with the charge\nHuman Agent: The one in the cloud tab shows renewing in 2024, but not cancelled as we do not have an update from Apple regarding cancellation which may occur when there was some form of billing error resulting in it just not going through. \n\nOkay, for now that may be best since Apple does not see your subscription so it's possible it did not go through if you do not currently see a charge from them. Once you have that information, that should help to be able to sort out what is going on. \nCustomer: thank you very much you’ve been incredibly helpful. so if the subscription never went through would you be able to fix the cloud tab or is this still something i’d have to fix through apple? i’m just confused how to get this resolved\nHuman Agent: If the subscription never went through and you got things fixed through Apple, you could then likely renew and it should update the cloud tab. Otherwise you could then resubscribe from out web app instead if you'd like which would apply to the camera directly. \nCustomer: i don’t want to continue my subscription anymore, if i want to unsubscribe how would i do that? i can’t unsubscribe through apple since they dont have a record of this subscription\nHuman Agent: If it's expired and not active in apple, then you would already be cancelled. It may not reflect properly in the app though if it occurred due to billing issues. \nCustomer: is there any way to fix it in the app? or no\nHuman Agent: Not unless the billing issue were resolved and the subscription continued. \nCustomer: okay\nHuman Agent: Is there anything else I can help you with for now?\nCustomer: no, thank you for your help. hopefully no charges get posted this month\nHuman Agent: No problem, have a good rest of your day and please reach back out via email if you have more questions once you have your billing statement from your mom. We can be reached via support@zmodo.com."]
["Customer: Cameras updated and now says I need to subscribe \nCustomer: I have already subscribed\nCustomer: It worked fine until today\nCustomer: I am already subscribed \nCustomer: I paid for the year in may\nCustomer: It stopped working \nCustomer: I need customer service \nCustomer: Ok\nHuman Agent: Which cameras are you having trouble viewing the Playback footage on?\nCustomer: Driveway and house\nCustomer: They were working fine until they updated today. Now it says they are not subscribed \nHuman Agent: Those cameras are not subscribed. Looking at the charges on your account, the subscription in May was for the other two cameras, \"Garage\" and \"Backyard\". The other subscription on your account appears to be a yearly subscription on another camera, but it looks like you removed that camera from your account.\nCustomer: Ok. Not sure how that happened \nHuman Agent: What part are you not sure about or do you have questions about? If you want, I can cancel the subscription on the camera you removed from your account and add the remaining time to either the \"Driveway\" or \"House\" camera.\nCustomer: I did replace the driveway and house cameras earlier this year with newer ones\nCustomer: How many can I have on my subscription?\nHuman Agent: You have one subscription for 2 devices, that is on \"Garage\" and \"Backyard\". Then you have a subscription for one device, and that camera is currently unbound from your account.\nCustomer: Ok. So I need to add the other 2 then?\nHuman Agent: The \"Driveway\" and \"House\" cameras are not subscribed. You can start a new subscription on them if you would like to.\nCustomer: Ok thanks for your help\nHuman Agent: You're welcome."]
["Customer: I’ve moved. What are the steps for turning off my Zmodo account?\nCustomer: 1\nCustomer: Can’t find anything on my Zmodo app that lets me cancel.\nIs the a different app I need?\nCustomer: Im on the Zmodo app right now texting you.\nI went to settings, to home, to me and any other options to find cancel my subscription .\nNo luck\nIs the Smartz app the same as Zmodo app is my question \nHuman Agent: Hi my name is Wendy\nHuman Agent: Your cloud plan is through your Apple account.    I am unable to cancel the subscription on my end, as you are subscribed via Apple but you can follow this guide on how to cancel your subscription via Apple. https://support.apple.com/en-us/HT202039\n\n\nYou can login to the Smartz app or the Zmodo app with the same username/password.\nCustomer: Hi Wendy , I’ve moved, need to cancel my subscription .\nSo is there no way to cancel on the Zmodo app?\nHuman Agent: No your plan is through your Apple account so you will need to cancel it from your Apple subscriptions.  Follow the info in this link to cancel it:   https://support.apple.com/en-us/HT202039\n\nCustomer: Found it. Thank you\nHuman Agent: You're welcome!"]
["Customer: Hi\nCustomer: Subscription \nCustomer: Problem with subscription \nCustomer: Ok\nCustomer: Live agent\nCustomer: Hi good day, I have a paid subscription for 3 devices and only 2 devices shows subscription \nCustomer: I paid for 3\nCustomer: I changed my internet and had to reset the devices to add as new\nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like currently you only have 2 cameras enabled onto the plan. You can go to the cloud section, click edit or view details then edit next to subscriptions then tap on the camera and hit enable. If you do not see this option at all please let me know.\nCustomer: D/static_file/e939f1a2d2_1_20250106102301.png\nCustomer: D/static_file/5569c951ba_1_20250106102307.png\nCustomer: Won’t let me enable it , it’s telling me to subscribe \nHuman Agent: Okay, you would have to susbcribe to the same plan with the same pricing to then enable the device, you can always cancel afterwards if you desire.\nCustomer: Ok\nHuman Agent: as long as its the same plan and pricing it wont charge you again. \nHuman Agent: Let me know if you have any trouble.\nCustomer: D/static_file/9c98010e06_1_20250106103338.png\nCustomer: It’s still saying to subscribe \nHuman Agent: try closing the app and reopening it then check again.\nCustomer: Ok\nHuman Agent: Okay"]
["Customer: Why is my camera only recording in seconds when I pay for the subscription for the cloud 24/7.\nCustomer: Troubleshooting\nCustomer: That answer did not help and of course you can’t talk to someone. The camera has always recorded fine 24/7 with a subscription and not the seconds.\nCustomer: This is the same answer\nCustomer: I already have this\nCustomer: No, no answer at all. This is worthless\nCustomer: How do I reach a support agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Mira is a chat AI bot, I am a real person. How can I assist you today?\nCustomer: My camera is recording in seconds segments and I have a subscription\nCustomer: It has always worked fine\nHuman Agent: Okay, Let me look up your account subscription info, one moment.\nCustomer: Ok please\nCustomer: Are you still there?\nHuman Agent: On my end it shows that camera does not have a subscription and its telling me its expired, I want to investigate this thoroughly though and can only see some of the sub details so im going to have you try checking a few areas to see what it shows. Can you first go to the cloud section, scroll down to the subscription area, then take a screenshot of what it shows there for the plan and send that to me. \nCustomer: Yes\nHuman Agent: Okay\nCustomer: D/static_file/1a81f4caaa_1_20250225150858.png\nCustomer: D/static_file/3a93ed711d_1_20250225151006.png\nCustomer: How does it expire if it is taken out of my account every month?\nHuman Agent: Okay, next I am going to have you go to your apple subscriptions area, to get there you would open your phones settings, tap your apple profile, then select subscriptions, there tap on the sub and then take another screenshot and send that over to me as well, and I will compared that to what's in the app and on my end here as well. \nCustomer: D/static_file/ea2cc5f297_1_20250225151305.png\nCustomer: So it is there?\nCustomer: Hello??\nHuman Agent: Okay, I am going to have you do a specific sequence of tasks to try and resolve this issue, Can you from this apple subscription area, tap on cancel and cancel the plan, After it is canceled, back up and go back to the app, from there go to the cloud section, select the same plan, and same pricing then subscribe and make sure to also choose only 1 camera, once its completed let me know and we will see if that assigns the subscription to the camera successfully or not. As long as you select the same plan, same price, and same camera it will not charge you again so don't worry. \nCustomer: D/static_file/aae5a474e1_1_20250225151845.png\nCustomer: Ok I did it\nHuman Agent: Okay, let me check from my end, One moment.\nCustomer: Did it work?\nHuman Agent: It has not updated in the system yet on my end, but its possible that it has not had enough time to refresh to replay that info to me yet, lets try testing it farther, can you try to move Infront of the camera or cause motion then click playback on the camera and let me know if it shows any playback at all\nCustomer: I am at work and cannot do this right now. \nHuman Agent: Okay, Is this account your contacting from that was made using the email mtsmathers@hotmail.com the only account you have or do you have more than one account?\nCustomer: I do have another account. It has 2 cameras on it. \nHuman Agent: Okay, can you tell me what email you use with that account is, I want to check that nothing with the second account would interfere at all.\nCustomer: It is for a different house\nCustomer: They are both mtsmathers@hotmail.com\nIt shouldn’t. It has been working like that for months \nHuman Agent: It is not possible to create multiple accounts with the same email.\nCustomer: Well I have had it that way for a long time\nHuman Agent: Are you able to try going to that account with 2 devices, clicking the Me section then see what it shows there and send me a screenshot.\nHuman Agent: Looks like you have cameras shared to this accoutn from another account that was created with an email which is wbrianclark72@gmail.com, do you have access to that email and that account at all?\nCustomer: D/static_file/65e0f8f66f_1_20250225153349.png\nCustomer: Oh it is a different email address. We used his email. \nHuman Agent: This is the cause of your issue, you can only use apple for a sub on one account. \n\nWhat's happening is your basically having a tug of war with this account and the other one for the subscription and which one is enabled which does not work, your active sub is on the other account hence it not being active on this one and not letting you enable it properly. \nHuman Agent: If you want to subscribe the cameras from this account under the mtsmathers@hotmail.com You would have to subscibe it from the web app instead of the mobile app so the processor is not apple and stop the issues you are experiencing. \nHuman Agent: You can leave the subscription from apple as is for the account under the other email wbrianclark72@gmail.com if you want to keep those cameras subscribed still. \nCustomer: Ok so I can use the web app to pay one and Apple for the other. I would rather use Apple for my personal one and the web app for his house\nCustomer: So can I switch them that way\nHuman Agent: Which account are the personal cameras tied to? this one under the mtsmathers@hotmail.com email (ZMD19H2IHA15535 Main) or?\nCustomer: Yes\nCustomer: The others are the wbrianclark@ gmail.com\nHuman Agent: Okay, It would be very difficult for you to move these around as they are, the apple sub is enabled already on the other account, you can go to the cloud section from the other account, then disable the one camera with the apple sub from there, then come back to this account and try enabling the camera you wish, but when you go to subscribe from the web app you would log in with the other wbrianclark@ gmail.com email, then subscribe from there, I would not recommend doing that as if your not the owner of that email it can make it more difficult to cancel the plan alter on if for any reason you would need to do that, as canceling can only be done from the other account. with the apple subs, even if they are enabled to another account its much easier to cancel. I would suggest for you to just subscribe the camera on this mtsmathers@hotmail.com account from the web app instead, it wont be as hard for yourself.\nCustomer: Ok I will try that\nHuman Agent: Okay, Let me know if you have any trouble or have any questions."]
["Customer: I need to cancel my cloud subscription; how do I do that?\nCustomer: agent\nCustomer: I need to cancel my cloud subscription; how do I do that?\nCustomer: Agent\nCustomer: Troubleshooting\nCustomer: Need help to cancel subscription!\nCustomer: -1\nCustomer: I want to cancel my cloud subscription; tell me how to do that, please!\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: agent\nCustomer: ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Your subscription is going through google for the processor, to cancel you would go into the play store, click your profile in the top right, then click subscriptions and tap on the sub to see the cancel option. Once canceled it will show the expiration date instead of the renewal date. \nCustomer: Thanks much Kylie! Got it!\nHuman Agent: Great! thank you as well. Have a great day.\nCustomer: You, too! Happy Holidays!"]
["Customer: Hello I want to stop paying for the service and cancel my subscription\nCustomer: I want to talk with an agent \nCustomer: Hello I want to stop paying for the service and cancel my subscription\nCustomer: Hello I want to stop paying for the service and cancel my subscription\nCustomer: D/static_file/85174fec1e_1_20250114111926.png\nHuman Agent: Apologize for the delay, I was able to find your subscription it looks like you have one camera currently subscribed, I will cancel it for you so it no longer renews in the future, one moment. \nHuman Agent: I successfully canceled the subscription for you. Is there anything else I may assist you with today?\nHuman Agent: Ja, die Kameras sind nicht an das Konto gebunden, von dem aus Sie gerade Kontakt aufnehmen. Ich kann Ihnen nicht die gesamte E-Mail nennen, da es sich um vertrauliche Informationen handelt, aber ich kann Ihnen die ersten drei Buchstaben und die Domäne nennen, die E-Mail-Adresse, an die alle Kameras derzeit gebunden sind und waren /sind mit diesem Konto von kla**************@t-online.de geteilt\nHuman Agent: \nErkennen Sie diese E-Mail überhaupt?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: I just subscribed and my playback is not working \nHuman Agent: Hi my name is Wendy.  One moment I will check your account.\nHuman Agent: Camera named inside and driveway have started to record footage.  One moment, I will sink front porch & backyard cameras.\nHuman Agent: It will take me around 15 minutes in order to see if syncing the cameras will get them to start recording footage."]
["Customer: Trying to cancel plan please \nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like you have 3 cameras subscribed, are you wanting to cancel all 3 of those cameras for the subscription or only certain ones?"]
["Customer: Cancel all subscriptions\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I will assist with cancellation of any subscriptions through us directly, but it also appears you were subscribed on some devices through Apple so you would need to cancel those from your Apple subscriptions. Here is a link with more information on how to do that. https://support.apple.com/en-us/118428"]
["Customer: Troubleshooting\nCustomer: Hi\n\nCustomer: Troubleshooting\nCustomer: My zmodo is attached to another account it says but its not\nCustomer: I need further assistance \nCustomer: I need for the this zmodo to be unlinked to another account\nCustomer: What is the phone number for customer support\nCustomer: What is the phone number please\nCustomer:  Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?"]
["Customer: Hello!\nCustomer: My device 3 is not connected to my subscription plan\nCustomer: I need further assistance \nCustomer: The whole process \nCustomer: My device is not connected to my subscription plan. The plan I chose should have 2 device connected for the 60 day clips\nCustomer: How to properly link both devices to my subscription \nCustomer: Agent\nCustomer: Thank you Grant\nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “Enable” at the bottom.\nCustomer: Allow me a few to follow these instructions \nHuman Agent: I want to let you know that the Live Chat support will close in 10 minutes. If we run out of time, then I will send you an invitation to schedule a callback appointment.\nCustomer: I got it enable. Thank you\nHuman Agent: You're welcome.\nHuman Agent: Do you have any other questions?\nCustomer: No. That will be all\nHuman Agent: Please do not hesitate to reach out to us in the future if you need any assistance. Have a good evening."]
["Customer: Cancel subscription \nCustomer: There is no unsubscribe button \nHuman Agent: Hello, you've reached customer care. My name is Grant. One moment while I review your account.\nHuman Agent: IF you started the subscription through your mobile app on your iOS or Android device, then the subscription will be managed through your Apple or Google account. You would need to cancel the subscription through the Apple or Google account.\nHuman Agent: Do you have an iOS device currently signed into the Apple account associated with the subscription?"]
["Customer: Cancel account \nCustomer: Agent\nCustomer: I would like to cancel account \nCustomer: Agent \nCustomer: Hi I would like to cancel my account \nCustomer: Hello? \nHuman Agent: Hello, I looked up your account and found the subscription, my supervisor successfully canceled it and it will stop trying to renew\nCustomer: Ok thanks do you need anything else from me so I’m not charged in the future? \nCustomer: Please let me know \nHuman Agent: Nope its all taken care of like I said.\nHuman Agent: Have a good day.\nCustomer: Ok thanks"]
["Customer: I need the customer service number \nCustomer: Agent \nCustomer: Agent\nCustomer: Agent\nHuman Agent: You can tap on Schedule Call to make a callback appointment if you would like to.\nCustomer: I tried \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. We do not have a number you can call into but you can schedule a call by tapping on the schedule call button under this message and enter the information for a callback. \nCustomer: I won’t accept information \nHuman Agent: Can you send me a picture of what information you are entering? \nHuman Agent: Make sure that you do not have any dashes or spaces in the phone number when you are trying to submit it.\nCustomer: It doesn’t \nHuman Agent: Can you send a screenshot of the form and I can see if there is anything that may be causing it to not let you submit the form?\nCustomer: Same thing I’m trying to remove two cameras off my account \nCustomer: Nothing works \nCustomer: I have 4 cameras all together \nCustomer: I want to keep two cameras \nHuman Agent: Alright, if you want to delete a camera from your account, then you would tap on Settings next to My Devices. Tap on the camera that you want to delete. Tap on the three dots in the top right corner of the Device Settings screen. Then tap on \"Remove Device\" or \"Delete Device\" at the bottom of the screen.\nCustomer: I understand but I can’t access my payment plan \nCustomer: It’s not working \nCustomer: I don’t want to be paying for devices I’m not using \nHuman Agent: Okay, that is different from deleting cameras from your account. If you are not able to edit the enabled devices on your subscription, that means you removed cameras from your account without disabling the subscription on them first. I have cleared the subscription from two cameras that it looks like were removed from your account. Now you can edit which cameras are enabled on your subscription."]
["Customer: Bitte auf deutsch \nCustomer: Dankeschön \nCustomer: Würde meine Kamera gerne für ein Monat durchgehend aufnehmen lassen und nicht nur 7 Tage \nCustomer: Ne das war nicht meine Frage es gibt nur ein abo für 7 Tage oder ein Jahr \nCustomer: Ja gerne kann ich das für ein Jahr auch monatlich abbuchen lassen und wen ja wie funktioniert das \nCustomer: Ja\nCustomer: Leider kann ich kein Englisch und die Sachen sind auf Englisch \nCustomer: Was muss ich einstellen das ich das für ein Jahr mache und monatlich abbuchen \nCustomer: Steht auf Englisch ich kann kein Englisch \nHuman Agent: Hallo, vielen Dank, dass Sie den Support kontaktiert haben. Mein Name ist Dillon.\n\nCustomer: -1\nCustomer: ???\nHuman Agent: Die verfügbaren Pläne ermöglichen eine 7-Tage-Aufzeichnung oder eine 30-Tage-Aufzeichnung. In beiden Fällen werden die Aufnahmen der letzten 7 bzw. 30 Tage gespeichert und anschließend fortlaufend ältere Aufnahmen gelöscht, um Platz für die neuen Aufnahmen zu schaffen. Sie können für beide Tarife zwischen monatlicher und jährlicher Abrechnung wählen. Bei der Aufzeichnung dieser beiden Pläne handelt es sich um eine intelligente Aufzeichnung, das heißt, sie erstellen ein vollständiges Video, wenn eine Bewegung erkannt wird, und erstellen alle 10 Sekunden einen Screenshot, wenn keine Bewegung erkannt wird."]
["Customer: Customer service \nCustomer: My camera used to be 79 dollars for a year of icould \nCustomer: Now they charge 49.9 per camera \nCustomer: It used to be 79 for 2 cameras\nHuman Agent: There was a multi-device discount in the past that gave a 50% off discount for every additional device after the first. That discount is no longer available, so any subscriptions will be at the regular price.\nCustomer: It there anyway i can still get the discount price\nHuman Agent: No, the discount is no longer available. So any subscriptions started now will be at the regular price.\nCustomer: Ok. Thanks \nHuman Agent: You're welcome."]
["Customer: I would like to cancel my subscription \nCustomer: Agent\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: Yes\nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option."]
["Customer: How can I cancel my subscription \nCustomer: Can you please cancel my subscription for me\nCustomer: Agent\nCustomer: Cancel\nCustomer: I already tried canceling my subscription through the cloud tab and it is not allowing me to cancel can you please cancel my plan \nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: Yes\nHuman Agent: Open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option.\nCustomer: Ty\nHuman Agent: You're welcome."]
["Customer: Miracle, can I get live support?\nHuman Agent: How can I assist you?\nCustomer: Hi Grant \nI have 6 cameras subscribed and I am considering to subscribe few more.\nI am wondering if you have some custom pricing plan for someone having many subscriptions\nHuman Agent: There is not a custom pricing plan for multiple subscriptions. The subscriptions for the cameras are per device. It looks like some of your cameras were subscribed when there was a multi-device discount, but that is no longer available, so any additional subscriptions would be at the regular price.\nCustomer: Any chance to have some custom discount from you? 🙂\nHuman Agent: No, as I mentioned, there is not a custom pricing option and any additional subscriptions would be at the regular price.\nCustomer: Pity 😭\nCustomer: 10x\nHuman Agent: Do you have any other questions?"]
["Customer: I need to re subscribe but not taking my card info \nCustomer: There’s ever I tried to update it in the system first but doesn’t work \nCustomer: I did all of that \nCustomer: I need to re subscribe \nCustomer: I told you I tried to do that \nCustomer: I can’t re subscribe \nCustomer: Still doesn’t work \nCustomer: Can I speak with a real person \nCustomer: Agent \nCustomer: I’m trying to update my card info in the payment info section \nCustomer: But it doesn’t want to accept my card \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you trying to subscribe in the mobile app or the web app?\nCustomer: I already did what the bot told me to do but still not working \nCustomer: Mobile \nCustomer: No wait on the app\nCustomer: What do I do \nHuman Agent: Okay, Try going to the web app and try to susbcibe instead since your having trouble in the mobile app. You would go to user.zmodo.com, log into your account then go to the cloud section and try to susbcibe, if you still have trouble please let me know."]
["Customer: How do I cancel subscription \nHuman Agent: Hello, my name is Grant. I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?"]
["Customer: agent\nCustomer: agent\nCustomer: subscription\nCustomer: agent\nCustomer: Good Morning,\n\nI removed my payment method from my account, and you still charged me for the month, i want my subscription canceled and the last month refunded.  \n\nWilliam Sigler\n9045666594\nwill.sigler@ymail.com\n\n\nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like for the subscription the processor is Google, I am not able to cancel the subscription from my end due to this. You will need to cancel from the google subscriptions area. To get there, open the play store, click your google profile in the top right, choose subscriptions then tap on the subscription and chose cancel, you will know it is canceled successfully when it shows an expiring date. \n\nCustomer: ok thank you\nHuman Agent: Your welcome, have a great day"]
["Customer: Agent\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: I want to cancel my subscription and get a refund. I have not had any cloud service with my camera for months! Wasted money.\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: Yes\nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option."]
["Customer: My cameras won't let me subscribe to them again\nCustomer: They're were working fine till they needed to be paid again now they say I'm already subscribed but won't let me play back\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account\nHuman Agent: On my end it shows you did have the cameras subscribed through google for the processor, last time it shows it took the payment was when it was subscribed on 10/7/2024 after that it shows it didn't take the payment the next month. Are you able to check your google account subscriptions to see what it shows there?\nCustomer: Hello\nHuman Agent: Yes I replied above are you unable to see the messages?\nCustomer: My camera will not let me re subscribe to them i haven't changed or done anything it was due on the 8th I'm trying to pay my subscription \nCustomer: It keeps saying I'm already subscribed but I'm not\nHuman Agent: On my end it shows you did have the cameras subscribed through google for the processor, last time it shows it took the payment was when it was subscribed on 10/7/2024 after that it shows it didn't take the payment the next month. Are you able to check your google account subscriptions to see what it shows there? Can you take a screenshto and send that to me?\nCustomer: Let me try\nHuman Agent: Okay\n\nCustomer: No its not letting me\nHuman Agent: You would go into the play store, click your google profile in the top right then tap subscriptions then tap on the sub from there.\nCustomer: Ok hold on\nCustomer: It worked thank u\nHuman Agent: Great! have a great day."]
["Customer: Life agent again\nCustomer: Agent\nCustomer: Hi Grant I was talking with a woman before and we had problems linking I had to reinstall a camera and I had problems connecting it to the cloud service and she had me shut down my phone and everything else so it took longer than what it should have and she had to go on to somebody else I guess\nHuman Agent: Alright, let me take a look.\nCustomer: She had me email a snapshot because I couldn't do it from here there's no attachment button\nHuman Agent: Alright, did you email the screenshot?\nHuman Agent: Can you go to your Cloud tab and scroll down to the active subscription for two devices on your account? Then tap on View Details?"]
["Customer: Hello, I was wondering if you had 1 minute recording on my left camera at 9:52 AM on 2/07/2025? Thanks \nCustomer: -1\nCustomer: I would like a recording at 9:52 AM from February 7th 2025\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The Cloud plan you have on 2 cameras is the 7 day plan, Feb 7th is farther back in time then  7 days, Unfortunately when the 7 day period passes the video is overwritten to make room for more video so if there was any video from that day, its gone and overwritten now."]
["Customer: Is there a limit on the amount of recording time?\nCustomer: Is a subsciiption required?\nCustomer: How much does a subscription cost?\nCustomer: How much does the Continuous Cloud Plan cost?\nCustomer: Do you offer professional monitoring?\nCustomer: Can the cameras be left on all the time?\nCustomer: Is there a phone number I can call to talk to a real person?\nCustomer: agent\nCustomer: Agent\nHuman Agent: The cameras would require a subscription to record continuously to the cloud. We do not offer professional monitoring of the cameras. What is the email address or phone number for your account?\nCustomer: How much is a subscription?\nHuman Agent: That would depend on the subscription and the number of devices. Do you already have an account?\nHuman Agent: Do you have cameras setup already?\nCustomer: No I am trying to make a decision about buying, but I need to know the costs.\nCustomer: No I do not have any cameras yet, but I am thinking I need about 2 outdoor wireless cameras and 5 indoor wireless cameras.\nHuman Agent: Alright, I was asking because the app will give you all of the information on the cloud plans. In the Smartz Eaze app there are two subscription options. \n\nThe Clips Plan, records when the cameras detect motion and save the footage for 60 days. The cost is $2.99 per month or $29.99 per year per device. The Household Plan is as many devices as you want at the same location and it is $9.99 per month or $99.99 per year.\n\nThe Continuous Plan  records continuously and saves the footage for 60 days. The cost is $9.99 per month or $99.99 per year per device. The Household Plan is as many devices as you want at the same location and it is $29.99 per month or $299.99 per year.\nCustomer: Thank you! Bye.\nHuman Agent: You're welcome."]
["Customer: I need a refund for a free trial that was charged to my account today\nCustomer: Agent\nCustomer: Agent\nCustomer: I canceled a free trial on one of my cameras for clips and my card got charged, despite the cancellation\nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like for the subscription the processor is Google, I am not able to cancel the subscription from my end due to this. You will need to cancel from the google subscriptions area. To get there, open the play store, click your google profile in the top right, choose subscriptions then tap on the subscription and chose cancel, you will know it is canceled successfully when it shows an expiring date. \nCustomer: I did cancel however my credit card got charged\nCustomer: \nI canceled a free trial on one of my cameras for clips and my card got charged, despite the cancellation\nHuman Agent: Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed.  \nCustomer: I already know how to cancel subscriptions from Google. The issue is that i canceled a free trial for 19.99 clips for one of my cameras, but zmodo changed my credit card despite the cancellation and I'd like a refund\nHuman Agent: You canceled after the free trial rolled over into a full subscription, it was not canceled before that occurred. \nHuman Agent: No, Unfortunately, cloud service charges are non-refundable"]
["Customer: Ive been being charged for cancelled services.\nCustomer: agent\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: yes\nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option.\nCustomer: Got it. \nHuman Agent: Do you have any other questions?"]
["Customer: Question about my subscription \nCustomer: Can I change the camera on the subscription \nCustomer: Tell me how to do that \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You can go to the store tab at the bottom of the app, hit view details on your subscription, then choose change device to select the cameras assigned to your subscription. \nCustomer:  I tried that but was not able to change the camera\nHuman Agent: What problem did you have when trying to do that? \nCustomer: The battery camera is not supported to record 24/7. Would like to change to the backyard camera\nHuman Agent: Okay, but when going through the steps I mentioned, what part are you getting stuck on or having trouble with?\nCustomer: Changing to the backyard camera. It won't let me choose it\nCustomer: I can try a screenshot \nCustomer: D/static_file/8c316a269b_1_20250305164721.png\nCustomer: It will not allow me to check the backyard camera\nCustomer: It says it's available \nHuman Agent: Okay, please try again now. \nCustomer: Hey thanks! That worked!\nHuman Agent: Wonderful. Is there anything else I can assist you with for now?\nCustomer: No I'm good! Thank you so much!\nHuman Agent: No problem, have a good evening! \nCustomer: You too"]
["Customer: Hi I need help for locating footage of January 7th & 8th 2025? Can you help me with?\nCustomer: Hi I need help for locating footage of January 7th & 8th 2025? Can you help me?\nCustomer: Can you help me locating the footage for January 7th & 8th 2025?\nHuman Agent: Hi, my name is kylie im a customer care rep. Only one of your cameras would have footage from the 7th and that camera is named Living Room, the other cameras are not subscribed or have their free trial active at the time of the 7th- 8th so the footage sadly no longer exists. Cameras without a cloud sub take shirt 10 second clips when triggers, have a cooldown of 3 minutes before they can be triggered again on motion. All of those 10 second clips have a 12 hour window from the time they are created before they overwrite to make room for more footage. So unfortunately you have waited too long and the footage no longer exists from the 7th and 8th."]
["Customer: I have a plan and want add a device \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Did you subscribe in the app previously? \nHuman Agent: It looks like your current subscription was originally started on another account. It would only be possible to adjust the devices from that original account. If you'd like to cancel and resubscribe them all together instead you may do so, but the clips plan you have currently likely would not be an available option in the Zmodo app, though you could still get it through a partner company's app if you do wish to do that."]
["Customer: Can not subscribe to playback\nCustomer: Customer representative\nCustomer: I can not subscribe one of my devices to cloud playback. It keeps giving me an error message \nHuman Agent: What is the error message that you get when you try to subscribe the camera?\nCustomer: It says \"error: 6\" \nHuman Agent: Are you trying to subscribe through the web app or through the mobile app?\nCustomer: Then it says DF-DFERH-01\nCustomer: Mobile app\nHuman Agent: Okay, so that looks like it is an error with the Google account or your Play Store. Are you on an Android device?\nCustomer: Yes\nHuman Agent: Okay, so there is some issue with your Google account or the Play Store. You can try checking your Google account and make sure the information is accurate. You may also want to try subscribing from another device. If you do not want to subscribe through your Google account, then you can go to the web app user.zmodo.com and subscribe there.\nCustomer: Ok I'll try through the web\nCustomer: That worked. Thank you! \nHuman Agent: You're welcome."]
["Customer: I need to cancel my account as am selling my cameras. \nCustomer: Agent\nCustomer: I need to cancel my account as I am selling my cameras \nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see how you subscribed.\nHuman Agent: I was able to unsubscribe 4 cameras, however it looks like you still have some cameras subscribed that use the processor apple, I am not able to cancel those subscriptions due to this. To cancel those you would go into the apple settings, click your profile, click subscriptions, then click on the subscription and choose cancel, you will know it is canceled successfully if it shows an expiring date."]
["Customer: Billed incorrectly\n\nCustomer: Contact information \nCustomer: Agent\nCustomer: I only have one cameral\nCustomer: I got billed for 2\nHuman Agent: It looks like you had two cameras and have removed one from your account, but you did not cancel the subscription prior to the renewal on the second camera. Since the subscription is managed through your Google account, you can follow this guide on how to cancel your subscription via Google. https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid\nHuman Agent: Once canceled, it would not renew again. You can also go in to your app and go to the Cloud tab and subscribe for just the one device to decrease the number of devices on your subscription."]
["Customer: Hi there, I’m trying to see if you can help me access a video from August 30, starting around 1:35am to about 2:30am please! It’s very important. My husband was arrested that night and we need the video. It automatically deleted and we didn’t know that would happen. Please help \nHuman Agent: The camera on your account is subscribed to the Premium Plan. That plan saves the footage to the cloud for the last 7 days and after 7 days it is deleted from the cloud. So, unfortunately, there would not still be footage from 8/30 on the cloud.\nCustomer: It’s not saved to any other system\nHuman Agent: The footage is saved to the Cloud for 7 days, but after those 7 days it is removed and new footage is recorded there.\nHuman Agent: We do not have any footage stored that you do not have access to in your app."]
["Customer: I want to cancel subscription.\nCustomer: Agent\nCustomer: 1\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: No\nHuman Agent: If you do not have access to an iOS device currently you can follow this guide on how to cancel your subscription via Apple. https://support.apple.com/en-us/HT202039\nCustomer: I’m in Smartz. Got it, thanks.\nHuman Agent: You're welcome."]
["Customer: Cancel payment\nCustomer: Agent\nCustomer: Cancel payment\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?"]
["Customer: My camera is not working and I’m still being charged on my account so I would like to cut cut it off until I can get my get it squared away\nCustomer: 1\nCustomer: For six months my account AT&T account been drawing out 999 from my account and cameras have not been working and y’all cut the phones off so I could not talk and I am not a computer individual. My email is rseawood @usalco.com I want to change from my personal credit card to switching three cameras on to my company card when I get pictures also, where I can see\nCustomer: Ok email rseawood@usalco. Com \nHuman Agent: There are not any cameras or subscriptions on the account with the rseawood@usalco.com email address. Could you have used a different email address or phone number for your account?"]
["Customer: Troubleshooting\nCustomer: Why are my cameras broadcasting intermittently? \nCustomer: -1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you referring to particular cameras or all of them? And do you just mean they're going offline?\nCustomer: I've completed all of the above steps. I pay for subscription and when I watch the playback, the camera \"glitches\" and doesn't offer a consistent stream. \nCustomer: Specifically, the \"sidewalk\" camera.\n\nHistory - I have 1gig of service (plenty fast enough) and the wireless router is very close in proximity so I know for a fact there is enough bandwidth \nCustomer: This tends to happen to most of my cameras. \nCustomer: I've attempted to review footage to only realize the footage is spotty and inconsistent \nHuman Agent: What is the color of the spot in the timeline you're watching? The intelligent recording of your plan does full video when motion is detected and a screenshot every 10 seconds when no motion is detected. So if you're checking a blue section of timeline when motion is not detected, it would only have a screenshot every 10 seconds. \nCustomer: The color of spot is yellow, blue and sometimes red.\n\nI'm under the impression if I pay for a subscription, I should be able to watch video playback without any type of restriction on time\nCustomer: So you're indicating when the section of footage I'm viewing is blue, it's only screenshot every 10 seconds, not live feed? \nHuman Agent: Regarding time restriction, the footage of your plan is available only for 7 days from when it was recorded, but as I mentioned the intelligent recording of your plan does full video when motion is detected and a screenshot every 10 seconds when no motion is detected. So if you're checking a blue section of timeline when motion is not detected, it would only have a screenshot every 10 seconds. \n\nYes, the blue sections of the feed are a screenshot every 10 seconds due to no motion being detected. If there is motion that is missed, this could be for a few reasons such as having a motion detection area set that does not cover the area the motion occurred in or the motion being too far away or too small to be detected as it is not a large enough change to the image. \nCustomer: Ahh thank you for clarification. Is there a way to cancel my subscription? This 10 second screenshot isnt suitable for my needs and I was unaware you cannot fully view playback footage \nHuman Agent: Yes, you are currently subscribed through Apple and through Google so you would cancel those subscriptions from your Apple and Google subscriptions respectively. I'll leave links below with how to cancel each. \n\nhttps://support.apple.com/en-us/118428\nhttps://support.google.com/googleplay/answer/7018481\nCustomer: I don't have any apple products. How do I have a subscription with apple? \nHuman Agent: Is there anyone else who uses your account that uses an Apple product?\nHuman Agent: You may only subscribe through Apple from an Apple device such as an iPhone or iPad and your account started an Apple subscription on 4/13/24. \nCustomer: Ok thank you\nHuman Agent: No problem, is there anything else I can assist you with?"]
["Customer: My back door  camera is saying canceled \nCustomer: Troubleshooting\nCustomer: It’s showing my subscription on my back door camera is cancelled \nCustomer: My back door camera is saying cancel Ed can someone call me please \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It's showing subscribed on my end. Are you having trouble with it?"]
["Customer: I have a subscription which is connected to a device but the device is unable to save to the cloud. \nCustomer: I tried to subscribe and my device says already subscribed \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Currently on my end its showing for your account that the camera is not subscribed, but this does not necessarily mean you don't already have an active subscription we would have to check for that within the app from your end to see for sure what it shows, it may just mean you need to enable the existing subscription. To check for that would you please go to the cloud section, then scroll down to where it shows subscriptions then take a screenshot and send that to me into the chat to review how it looks."]
["Customer: I’m not able to clip a video \nCustomer: I am on my iPhone via the app and trying to save some video footage. \nHuman Agent: Hello, you've reached customer care, my name is Kylie. When you try to create a clip is it not saving into your phones photo gallery or are you having trouble getting to the area to create a clip (playback area)?"]
["Customer: Set up\nCustomer: I would like to change my payment method from Google pay to a debit card auto pay\nCustomer: I've tried I don't know how\nCustomer: I have 4 cameras I want cloud service on all 4 to come out of my checking account\nCustomer: I need to talk to a representative\nHuman Agent: If you do not want to subscribe the cameras through your Google account, you can go to the web app at user.zmodo.com and subscribe through our payment processor."]
["Customer: Hi, my name is Joanny and I want to cancel a subscription for one of my cameras because it is not working.\nCustomer: Agent\nCustomer: Agent\nCustomer: Agent\nCustomer: Hi, my name is Joanny and I want to cancel a subscription for one of my cameras because it is not working.\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: Yes\nHuman Agent: Open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option.\nCustomer: Ok perfect \nCustomer: Tanks\nHuman Agent: You're welcome."]
["Customer: Customer support \nHuman Agent: How can I assist you?\nCustomer: I purchased a 1 year subscription but I never got the invoice \nHuman Agent: You will want to check your email to see if you received an email about the subscription. You may want to check your Spam folder if you do not see it in your inbox.\nCustomer: I have even spam folder got nothing \nHuman Agent: What questions do you have about your subscription?\nCustomer: I need a copy of my purchase \nHuman Agent: It is an automated process for the notification. You can check any other folders you may have. Like if you have Social, Promotions, etc. You can try searching All inboxes for Zmodo. Also make sure you are checking the email that you used for your billing email if you have more than 1 email address.\nCustomer: I've done all that.How about  I give you my email now and send me a copy of my invoice \nHuman Agent: I can send you what information I have. It is not exactly an invoice, but it basically just states the amount of the charge and the date. Which is all information that would be in your account on the web app.\nCustomer: Ok. here's my email \nubiifit_u210@alaska.net\nHuman Agent: Is that the email address that you have been checking for the invoice?\nCustomer: No. I thought I give you my personal email just to be sure I get it this time \nHuman Agent: I sent the email before you sent your email address to the email address on the account. Did you receive the email?\nCustomer: Let me check hold on\nCustomer: Still checking \nHuman Agent: What is the email address that you are checking?\nCustomer: womanofservanthood@gmail.com\nGot nothing coming from you\nHuman Agent: Okay, that is because the email address for the account is rolcfft@gmail.com\nHuman Agent: So the emails are being sent to that email address.\nCustomer: Oh that email is no longer valid. Can we change my email to womanofservanthood@gmail.com\nHuman Agent: You cannot change the email address on an account. You would want to delete the devices from the account and then you can set them up on a new account.\nCustomer: That's a lot of work and I have a day job\nCan we just use my email to keep track of my expenses?\nHuman Agent: The subscription information would be sent to that email address.\nCustomer: So what do I need to do to update my email \nDo I need to delete my account? What about my subscription if I do that. Will I lose It?\nHuman Agent: You would want to delete the devices from the account and then you can set them up on a new account. I would recommend canceling the subscription. You would still have the remaining subscription time that was paid for. Then when it expires, you can start a new subscription on the new account.\nCustomer: I'll think about it. Also I cancelled one camera. Do I get a refund for it? You used to have an 800# do you still have I? I hate texting \nHuman Agent: Canceling the subscription does not issue a refund. You will still have the remaining subscription time that was paid for on the camera. We do not have a number that you can call in to, if you would like to schedule a callback, then you can tap on Schedule Call.\nCustomer: I'll do this next time thanks \nHuman Agent: You're welcome."]
["Customer: I would like to cancel my account \nCustomer: Agent\nCustomer: Cancel\nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. If you mean your cloud subscription, you would need to cancel from your Apple subscriptions since you are subscribed through Apple. Here is a link with more information on how to do that. https://support.apple.com/en-us/118428\nCustomer: Ah ok thanks \nHuman Agent: No problem. Anything else I can assist you with for now?"]
["Customer: Why u keep charging me when it's not due till the 26th i don't allow Google charges\nCustomer: I am not canceling i may want a different camera this time but why u charging me before it's due. \nCustomer: -1\nCustomer: Where is suppory\nCustomer: Agent\nHuman Agent: I see a yearly Premium Plan for one device on your account. The subscription renews on 12/22.\nCustomer: Ok I want the recording on a different camer\nHuman Agent: You can edit the enabled devices in your app. Tap on Cloud and scroll down to the active subscription. Tap on View Details and tap on Edit. Then you can change which camera is enabled on the subscription.\nCustomer: Ok cool.  I will do this. Yhanks\nHuman Agent: You're welcome."]
["Customer: I was talking to Marcela what happen?\nCustomer: I lost my conversation with Marcela\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. I sent a message letting you know the cloud service was cancelled then I got no response and the chat timed out. \nCustomer: Oh ok can you resend it please \nHuman Agent: The cloud service subscription has been cancelled on all 6 cameras."]
["Customer: I have four different locations and all four locations are showing under subscribed but when I go to the actual madison camera it asking me to subscribe.. how do we correct this \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I check your subscriptions. \nHuman Agent: Which camera are you referring to? The Madison Homes 2 camera is subscribed and recording. The Madison 2 camera is on a different account and shared over to your account so it cannot be subscribed from your account and would need to be subscribed by the account holder if they wish it to be subscribed and it is not actively subscribed."]
["Customer: I am trying to see a clip from October 24 at 4:00. my laptop cannot move the time it only shows 11pm that day.  I need to see the video\nCustomer: Have done those and I subscribe to get the footage. $130!!!!\nCustomer: I need to talk to a person. How can I talk to someone on the phone?\nCustomer: Agent\nCustomer: okay\nHuman Agent: Which camera are you trying to view footage from?\nCustomer: upstairs\nCustomer: I need footage of the car that was there and checked out about 4:09 that afternoon. I am not sure the time is correct.\nCustomer: It keeps moving me to 5 pm!\nCustomer: I can at least move around on my phone app, but not on my laptop.  But It still will not stay at the time I need it.\nHuman Agent: The time may be off due to the time change. Are you able to go further back on the timeline?\nCustomer: Let me check\nCustomer: When I move it to 3, it pops back to 4. \nHuman Agent: Yes, so that is probably because of the time change. So you would just want to click on an hour before the footage you are trying to view.\nCustomer: Okay, that takes care of my phone app, however, why can I not access anything with my laptop? it just stays stuck at 11 pm and if I try to move the time line it goes to a completely different day.\nHuman Agent: Are you moving the timeline at the bottom? Or are you clicking on different motion events in the list of events?\nCustomer: I can make a clip of this off my phone with this subscription, correct?\nCustomer: I am trying to slide it with my curser\nHuman Agent: You can try refreshing the web app or logging out and logging back in.\nHuman Agent: Is there a blue timeline at the bottom? And are you able to click anywhere on that timeline at the bottom?\nCustomer: I'm going to look \nCustomer: What do you mean by blue at the bottom?  There is a blue slider. I can see all the motion, etc, but cannot move to the time I need.\nCustomer: It is several colors\nHuman Agent: What color is the bar along the bottom? Is it a light blue with yellow or red lines?\nCustomer: Yes, it is.  every time I click on the time I want it moves me to one week later-Oct 31\nHuman Agent: That is when you click on the timeline at the bottom? Or when you click on alerts on the right?\nCustomer: when I click on the timeline on the time I want\nHuman Agent: You can try refreshing the web app or logging out and logging back in. Otherwise, you may just want to make the clip in the app on your phone or tablet.\nCustomer: When I make a clip where do I go to see it?\nCustomer: can it just be downloaded to my phone?\nHuman Agent: It will save it to the photos on your phone.\nCustomer: Excellent!  Thank you. How do I add the new lounge camera to my package so I can always get video on it as well?\nCustomer: We are planning to add 4 more, which have already been purchased, but they should all be on one subscription.\nHuman Agent: It looks like you started a Clips Free Trial on the camera. You would need to cancel that Free Trial and then I can clear the subscription from it and then you can subscribe additional devices through the app.\nCustomer: I definitely did not do that on purpose. I have no idea where that subscription came from. I will ditch it now.\nCustomer: Okay, I cancelled the clips.\nHuman Agent: I cleared the subscription, so it will now allow you to select it and add it to the subscription if you would like to.\nCustomer: We will be opening 2 more locations and each will have approximately 8 cameras each. We need to make sure we can pull footage in case there are ever any questions.  Is this the best subscription?    \nCustomer: Are there price breaks for more locations?\nCustomer: after 2 cameras you have to jump to a household?  $100 more?\nHuman Agent: Yes, with 3 or more cameras it will set it to Household Plan.\nCustomer: Do we need a separate subscription for each location?\nHuman Agent: I believe currently they can all be on the same plan. There is the potential that different locations would require different subscriptions in the future, but that is not currently implemented."]
["Customer: Talk with an agent \nCustomer:  I have two different devices on my account. One is very old and one is a newer model. My main house camera I know has iCloud storage but is stating that I don’t. I pay for that account. I also tried to add my other device as a second device and was having issues with that. Can you please let me know what I am currently subscribed to for each device, how much I am paying for each device monthly and if there is a way to combine into one account that I pay for?\nHuman Agent: The camera named \"Main House\" has the Monthly Platinum Plan. The camera named \"Extra\" is not subscribed. You can see the subscription information in the Cloud tab of your app. You can also check the status of your subscription managed via Apple. Open the Settings app. Tap your name at the top. Tap Subscriptions, find the subscription then tap on it to see its status.\nHuman Agent: If you want to subscribe the second camera, then you can tap on subscribe and select both devices and start a subscription for them."]
["Customer: Agent\nCustomer: Agent\nCustomer: Having problem with cloud service.\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. What kind of issue are you having with the cloud service, can you elaborate more for your issue?\nCustomer: I have 2 homes 1 in New York and 1 in Maine. I am in Maine now . Yesterday I could not get cloud service it does show them working , but I can not retrieve the data.\nCustomer: Hello\nHuman Agent: Yes Im here, Today can you try deleting and reinstalling the app, then try to see if you can view the playback, if you still have trouble take a screenshot of how the playback area looks for those cameras then send me those screenshots to review.\nCustomer: I am not the best phone person I don't know how to screen shot\nCustomer: I did try delete and reinstall yesterday but that didn't do it.\nCustomer: Is there a way I could get a call ?\nHuman Agent: I would like for you to do it today, then try and then take a screenshot, to take a screenshot one possible way you can try is by hitting the power button, and the volume down or the volume up button at the same time, you would only press both and release once you wouldn't hold them down, just only hit them at the same time and watch the screen, you will know when its taken a screenshot typically it will vibrate a little bit, if your unsure you can check the photo gallery for the screenshot as well.\nHuman Agent: we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\nCustomer: What you are saying is to restart the phone not the app?\nCustomer: Send me to scheduler \nHuman Agent: I sent the call scheduler now. Also what I am trying to have you do is totally delete the app again today, then download the app again, then log into your account and try to view the playback, if it still does not show you the video and you experience issues at that point you would take a screenshot of how that playback area looks and send that to me. You would check the playback for each camera as well to see if they are all the same or if all are being effected."]
["Customer: I canceled subscriptions in September, there are none listed in the subscription section of my Apple lists and I am still being charged. I would like to cancel cloud services for all of my cameras.\nCustomer: I have checked under the cloud tab. It will not let me cancel from there and the cameras  that I’m being charges for are not listed with Apple thats why I started this chat\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account subscription details, one moment \nCustomer: Thank you\nCustomer: I would like to cancel all cloud services associated with my account\nHuman Agent: You have several subsciptions still active on this account that have not been canceled, I can cancel them for you so that they will no longer renew, one moment while I do that for you now.\nCustomer: Thank you\nHuman Agent: I successfully canceled them, the end service date for the service is 2/27/2025. Have a great day.\nCustomer: Thank you\nHuman Agent: You're welcome. Farewell"]
["Customer: Cancel cloud plan\nCustomer: Agent \nHuman Agent: Hello, my name is Grant. Please give me a minute to look at your account and look up your subscription information.\nCustomer: Ok\nHuman Agent: I see the Monthly Premium Plan for two devices on your account. Would you like the subscription canceled for both devices or just one of the devices?\nCustomer: For both please \nHuman Agent: Alright, please give me just a couple of minutes to get the subscription canceled for both cameras.\nCustomer: Ok\nHuman Agent: Thank you for your patience. I have canceled the subscription for both cameras on your account and it will not renew again.\nCustomer: Ok thank you ! \nHuman Agent: You're welcome.\nCustomer: Ok bye \nHuman Agent: Have a good day."]
["Customer: Hi Mira\nCustomer: I got an email saying I have a past do bill ?\nCustomer: Service \nCustomer: But how can I have a past do when you guys charge  me automatically from iTunes \nCustomer: Can I talk to agent \nCustomer: Hi \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I check your subscription. \nCustomer: Ok \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Currently I only see your Apple plan that has renewed as normal on this account. Did you ever have any other accounts in the past?\nCustomer: No I’m not sure \nHuman Agent: I think I may have located the subscription, one moment. \nCustomer: But I keep getting an email saying that I have a past due bill \nCustomer: That they can’t charge my account \nCustomer: D/static_file/710bbff702_1_20250122103929.png\nHuman Agent: Okay, I've gotten that one cancelled so it should stop emailing you that. It looks like you had a different subscription on your other camera in the past in an older payment system we have not used for new subscriptions since 2018 which had failed to renew for several years. \nCustomer: D/static_file/868b223376_1_20250122104043.png\nHuman Agent: Okay, I've gotten that one cancelled so it should stop emailing you that. It looks like you had a different subscription on your other camera in the past in an older payment system we have not used for new subscriptions since 2018 which had failed to renew for several years. \n\nCustomer: Oh ! I’ve cancelled that years ago since I got on the iTunes plan \nCustomer: Thank you \nCustomer: But why do I have an amount on there ?\nHuman Agent: An amount on there? I'm unsure what you mean. It looks like this was not cancelled, it just started failing to renew. \nHuman Agent: Until now, I mean. I assisted with the cancellation today. \nCustomer: Thank you for helping \nHuman Agent: No problem, is there anything else I can assist with for now?\nCustomer: I guess the agent didn’t cancel it  \nCustomer: So I’m all clear ?\nHuman Agent: I do not see a past contact requesting cancellation, but yes, that old subscription is now cancelled. \nCustomer: Yes\nHuman Agent: Was there something else you needed assistance with?"]
["Customer: Hi, I had to buy one new camera. I had cloud service on 3 cameras, got rid of one and replaced it with a new camera we just installed. How do I get the cloud service that I had on the old camera transferred to the new camera we just installed?\nCustomer: Ok\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You can go to the cloud section of the app, hit view details on your subscription, then edit next to enabled devices to change which cameras the plan is assigned to. \nCustomer: I think that worked, thank you!\nHuman Agent: No problem, anything else I can assist you with for now?"]
["Customer: Troubleshooting\nCustomer: One of my cameras are not letting me see the playback that I have a subscription with\nCustomer: -1\nHuman Agent: Which camera is having the issue? \nCustomer: It’s labeled Momsliving room\nHuman Agent: Is it okay if I reboot the camera? \nCustomer: Yes\nHuman Agent: Are you able to trigger motion infront of the camera in 2 minutes? \nCustomer: No im sorry \nHuman Agent: Can you try to playback the last 3 minutes \nCustomer: You did it thank you so much!!!!\nCustomer: Have a wonderful day\nHuman Agent: You too!"]
["Customer: Hello. My camera stopped working a few weeks ago. I cancelled my subscription and still got billed yesterday for the next month. How do i go by getting my payment back?\nCustomer: How do i get to the agent\nHuman Agent: Let me take a look at your account.\nHuman Agent: Thank you for your patience. It looks like you had two cameras subscribed, but only canceled the subscription for one camera. The second camera was removed from your account, so you may have done that without canceling the subscription. Removing a device from your account does not cancel the subscription. I have canceled the subscription on that device and it will not renew again.\nCustomer: Ok thanks. So now all my subscriptions should be cancer correct?\nHuman Agent: Yes, that is correct. I do not see any other active subscriptions on your account.\nCustomer: Thank you\nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: Events  are not able to view \nHuman Agent: Hi my name is Wendy.  Camera named sby3f shows offline.  Is this the camera you are needing help with?\nCustomer: No\nHuman Agent: plcw shows online and seems to be recording properly.  \nHuman Agent: If you tap on the playback button are you able to playback footage from this camera?\nCustomer: That is one that I can view  events. Playback\nHuman Agent: Could you please let me know in more detail what you are needing help with?\nCustomer: No it will not show play  back events\nHuman Agent: What happens when you tap on \"events\".  what do you see?\nCustomer: I need help with Camara plcw events playback \nHuman Agent: Please provide a screenshot of where you are needing help or what you are needing help with\nCustomer: No event recorded \nHuman Agent: On the app home screen, tap on the playback button.  In the lower right corner tap on the calendar icon, any day with a blue dot, tap on one of those days, scroll to the time you are wanting to playback\nCustomer: But it show in the app that a event  at 3 am can not view  events today is when this starts  not working  in playback \nHuman Agent: Would you be willing to update your app password to abcd1234  so I could login and see if I have the same issue?\nCustomer: Yes\nHuman Agent: okay please let me know when the password has been updated.\nCustomer: Password  needs  8 or more  characters \nHuman Agent: abcd1234 is 8 characters. \nCustomer: I try that it would  not accept  my password  \nHuman Agent: How are you trying to reset the password?  Have you logged out of the app? and are tapping on \"forgot password\"?\nCustomer: Thanks  for your help  I will try to  change  my passwords\nHuman Agent: you're welcome"]
["Customer: I was trying to erase my old card to add a new one I just added my new card but don't know how to get rid of the other card\nCustomer: Hi,My name is Diego river.A how do I remove my card payment to add a new one\nCustomer: My credit card on the account is no longer good.Want to add a new one\nHuman Agent: Hi my name is Wendy.  Your cloud plans are through your Google play account.  You will want to update your Google play payment method."]
["Customer: I would like to go back to clips service; we test platinum and found it wasn’t needee\nCustomer: Downgraded to clips from premium; will I get refunded \nCustomer: The trial ended ; I didn’t want to keep it but got charged; I downgraded ; but don’t want to keep platinum for a year\nCustomer: Number to agent\nCustomer: Agent\nCustomer: My trial ended and was charged before I could switch back to clips; after using the trial we determined that staying with clips and adding cameras to area is best\nHuman Agent: Downgrading to a clips plan would not refund the subscription. You can try contacting Apple support to see if it is refundable.\nCustomer: I didn’t get a warning that trial was ending\nCustomer: It just charged the account\nCustomer: The app let me downgrade but appears it charged another 99$\nHuman Agent: The payment is managed through your Apple account. You can check the subscription status and payment history of your Apple account. As far as renewal, it will show the date that it is going to renew and the price in the app and the Apple account."]
["Customer: Set up\nCustomer: I just paid the zemodo today and my credit card confirmed it but my expiration did not change.\nCustomer: Why my expiration date for zemodo did not change.\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: -1\nCustomer: -1\nCustomer: Renew my subscription \nCustomer: I paid my subscription today\nCustomer: But I paid today but expiration date didn't changed.\nCustomer: I paid today\nCustomer: Can I call you \nCustomer: I paid today \nHuman Agent: Let me take a look at your account.\nHuman Agent: I do not see an active subscription on your account. I also do not see a recent subscription started or a renewal. Did you try to subscribe through the mobile app on your phone or tablet? Or did you subscribe through the web app?\nCustomer: Yes please \nCustomer: I paid today \nCustomer: And my credit card confirmed it"]
["Customer: I want a refund on my cloud service \nCustomer: That's fine I'll dispute with my credit card company \nCustomer: Have an agent call me\nCustomer: Agent \nCustomer: Thanks Kylie\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The cloud service is a non refundable service, which is stated in our terms of service and were agreed to when subscribing , we are not able to give refunds."]
["Customer: I need help changing my cloud service \nCustomer: Agent\nCustomer: Ok\nHuman Agent: What change are you trying to make?\nCustomer: Add cameras to the platinum plan\nHuman Agent: Then you would want to go to your Cloud tab and select the Platinum Subscription. Then you will select all of the cameras you want subscribed to that plan, including any camera already subscribed to that plan.\nCustomer: When i do that it says it's able to change plans\nHuman Agent: It says \"able to change plans\"? Can you send a screenshot of the error message that you are getting when you try to subscribe the devices?\nCustomer: Not able to change plans\nHuman Agent: Alright, can you send a screenshot of the error message that you are getting when you try to subscribe the devices?\nCustomer: D/static_file/e444cca2e8_1_20241220140637.jpg\nHuman Agent: And which cameras are you trying to subscribe to that plan?\nCustomer: I'd like to add all the cameras that will work on that plan \nHuman Agent: Okay, so the issue may be that some of your cameras are on different subscriptions. Are you trying to put all of the cameras on that plan? Or are there specific cameras you want on different plans?\nCustomer: All the cameras that I was trying to add are not on a plan\nCustomer: I canceled 2 cameras so I could add them later, but the cameras I'm trying to add right now have never been on any plans before\nHuman Agent: That is why I asked which cameras you are trying to subscribe. Because some are on subscription plans and some are not. And many of the cameras on your account have the same names. Can you send a screenshot that shows the cameras you are trying to select?\nCustomer: D/static_file/2f581f85e8_1_20241220141507.jpg\nHuman Agent: You would want to select the camera that is currently on the Platinum Plan. Since you are trying to upgrade it, you would want to include it on the subscription. It will charge a prorated amount based on the remaining time of the subscription.\nCustomer: Can I change the cameras that have subscriptions before the service ends?\nCustomer: D/static_file/a11c6cf364_1_20241220141831.jpg\nCustomer: Still not able\nHuman Agent: You may want to go to your Google account and check the status of the subscription for the single device. The subscription and the billing is managed through your Google account. To check the status of your subscription managed by Google, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to see its status.\nCustomer: Ok ill try thank you\nHuman Agent: You can also try logging in to the web app and subscribing. \n\nhttps://www.smartzliving.ai/\nHuman Agent: You're welcome."]
["Customer: They took another payment out when it was only supposed to take one I talked to an agent and he said it wasn't going to take two but they took another payment out\nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I check your billing and chat history. \nCustomer: Yes I previously talked with an agent concerning about a payment I made and it wasn't showing my Live Events it was just showing just little clips so he had me unsubscribed and update and do all kind of stuff so I did that and he said it wouldn't charge me again so then I subscribed again it charged me and now even with them charge me it's still not showing the way it should be it's just showing these little mini clips\nHuman Agent: Can you send me a screenshot of your billing history in Google? You can go to the play store, tap your profile icon in the top right, choose Payments & Subscriptions, then budget and history to see what you had been charged. \nHuman Agent: Regarding seeing mini clips, recording starts once subscribed. This subscription started about 10 minutes ago so you would only have footage from then onward. At present I don't see the other charge you're referencing, but we can check that more directly via the way mentioned in my last message. \nHuman Agent: Hello? Are you still there?"]
["Customer: I thought that I had subscribed to a monthly plan for about $15/month, but I was charged $159.36. Perhaps I was charged for an entire year all at once, I'm confused. If I could have the $159.36 refunded and be enrolled in a monthly plan, it would be appreciated. Thank you.\nCustomer: How do I contact customer support directly?\nCustomer: Ok\nHuman Agent: The subscription on your account is the Yearly Plan and it is managed through your Google account. Unfortunately, subscriptions are non-refundable, so we would not be able to issue a refund. If you want to cancel the subscription, then you can follow this guide on how to cancel your subscription via Google. https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid\nCustomer: I take exception. I did not mean to order an entire year.\nCustomer: There must be something you can do.\nHuman Agent: It tells you what you are subscribing to and how much it will cost when you are making the subscription. There is nothing I can do on my end. The subscription is managed through your Google account.\nCustomer: Thank you. \nHuman Agent: You're welcome."]
["Customer: Agent\nCustomer: I need to change due date to the 1st of the month \nCustomer: Can you help me with that\nHuman Agent: Hello, you've reached customer care, my name is Kylie. There is not a way to change the due date for the subscription, it starts at the point you subscribe and renews either monthly, or yearly on that date. If you want it to renew on a different date you would have to cancel the subscription then resubscribe on the day desired. \nCustomer: Damn I didn’t want to do that because I need it continuously to save in case of emergency. \nCustomer: These are for my elderly aunt with dementia \nCustomer: She lives alone so it’s crucial \nHuman Agent: Yeah unfortunately that's how the subscription renewals work.\nCustomer: Well ok I’m gonna have to do it that way then Ty\nHuman Agent: Your welcome, have a great day."]
["Customer: I can't capture video clips now. Since yesterday morning.  I get a message on the screen that says \"Failure.\"  I have tried closing the app and re-opening it.  Deleted the app and re-installed it.  Tried browser.  None if these fixes the problem.  What can I do?\nCustomer: None of those answers solves the problem.\nCustomer: When?\nCustomer: Where is the live chat agent?\nCustomer: I will just tell you again what the problem is:\n\nI can't capture video clips now. Since yesterday morning.  I get a message on the screen that says \"Failure.\"  I have tried closing the app and re-opening it.  Deleted the app and re-installed it.  Tried browser.  None if these fixes the problem.  What can I do?\n\n\nHuman Agent: When you tried the web app in your browser, did you try it on your phone? Or did you use a computer to try to download and save the clip?\nCustomer: Are you going to respond to my question?\nCustomer: Hello\nHuman Agent: I did respond. I will send my message again.\nHuman Agent: When you tried the web app in your browser, did you try it on your phone? Or did you use a computer to try to download and save the clip?\nCustomer: I tried it in the app on my phone as always.  Did not work. So I tried the laptop browser. Did not work\nHuman Agent: What issue do you get when you try to save it on your laptop?\nCustomer: This chat does not seem to be working well. \nCustomer: I am not getting responses to my questions\nHuman Agent: You may want to try restarting the app. Or uninstall and reinstall the app if you are having trouble with the chat through the app.\nCustomer: Please read my question again.  I told you I have already done that\nHuman Agent: That was specifically in reference to you not receiving responses in the chat.\nCustomer: This is what I wrote:\n\nI can't capture video clips now. Since yesterday morning.  I get a message on the screen that says \"Failure.\"  I have tried closing the app and re-opening it.  Deleted the app and re-installed it.  Tried browser.  None if these fixes the \nCustomer: Can you suggest solutions to the problem????\nHuman Agent: Yes, I understand the issue. My response about restarting the app or uninstalling the app was specifically in reference to you saying the chat was not working well and you were not receiving messages. It seems you missed one of my questions about the clips on the laptop, so I will send it again.\nHuman Agent: What issue do you get when you try to save it on your laptop?\nCustomer: Same issue. Displays the message \"Failure\"\nCustomer: It is really the phone app I need to fix.  I just tried laptop browser to see if it has the same problem. It does\nCustomer: Can we concentrate on the phone app?  Iphone ios 17.7\nHuman Agent: Right, I am asking about the web browser to see if the issue is just the app or potentially the clip or account itself, because I have been unable to replicate the issue.\nHuman Agent: It seems to be an issue with the clip or the account. So it is not just a matter of the app.\nHuman Agent: I see you have two cameras on your account. Which camera created the clip that you are trying to download?\nCustomer: The camera is tin tin.  That is the one I have the subscription for\nCustomer: I have tried multiple clips multiple tumes. Since yesterday morning it has not worked. And I have tried Meshare app and Zmodo apps.\nHuman Agent: Okay, if it is affecting multiple clips from that camera, then it may be an issue specifically with the clips coming from that camera. Are there any clips from the second camera \"tintin2\" that you can try to download to see if they work from that camera?\nHuman Agent: While you are trying that, I will sync and restart the \"tintin\" camera. Are you there with the camera at this time?\nCustomer: I can see all the video from the day and night.  I just can't capture clips. It all worked fine until I tried it yesterday morning.  And it has not worked since then.\nCustomer: I am not at the camera\nHuman Agent: I understand that you are not able to download the clip. The questions I am asking and things I am having you check, is to narrow down what could be causing the issue. That is why we need to run through these things, so we can narrow down potential solutions.\nCustomer: And cannot do anything with it.  And won't be there for some time.  Please do not do anything that will disable tge camera.  The people in the house have to be able to see activity in real time.\nHuman Agent: If it is affecting multiple clips from that camera, then it may be an issue specifically with the clips coming from that camera. Are there any clips from the second camera \"tintin2\" that you can try to download to see if they work from that camera?\nCustomer: I do not have a subscription for tintin2 so cannot see continous recorded activity nor download clips\nHuman Agent: The \"tintin2\" camera would still make clips of motion and you can download the clip if there is one from that camera.\nCustomer: Oh. Interesting.  I can download clips during live views\nCustomer: D/static_file/55874a0455_1_20241014153209.png\nCustomer: Both cameras\nHuman Agent: Okay, so that is good. But can you tap on Events at the bottom of the app and are there any events from the \"tintin2\" camera?\nCustomer: Yes there are events from tintin2 camera\nHuman Agent: Okay, can you try to download one of the clips from that camera?\nCustomer: D/static_file/cc231162a2_1_20241014153654.png\nCustomer: There are events from tintin also\nCustomer: I can download those event clips it seems.\nHuman Agent: Okay, so you are trying to create a clip from the recorded footage, not just download an already existing clip?\nCustomer: Yes.  I still get the failure nessage\nHuman Agent: Alright, let me test that on our end.\nCustomer: D/static_file/2c8d4598c4_1_20241014154510.png\nCustomer: It is that message. Screenshot\nHuman Agent: Thank you. I am trying to see on our end in the app and web app to see if we get the same issue.\nCustomer: Thsnks\nHuman Agent: You're welcome. I apologize for the delay. I am getting the same result as you are when I try. So I am checking to see if there are any other reported issues.\nHuman Agent: Okay, we are testing it, and some have been able to reproduce it and others have not. Are you using iOS or Android?\nCustomer: ios 17.7\nHuman Agent: I apologize for the delay. It seems it may be an issue with the web app and iOS devices.\nHuman Agent: We are still testing the issue and are reporting it to our development team to work on a resolution for the problem.\nCustomer: It works now!    I guess you were able to fix it somehow.  Thanks 🙂"]
["Customer: Hi Im trying to add 2 cameras to my clip service and the system keeps  telling that an error occur and that i need to try later \nCustomer: i need to talk to an agent\nCustomer: ok\nHuman Agent: Are you trying to edit the subscribed devices through the mobile app or through the web app?\nCustomer: both\nHuman Agent: Okay, well it would not work on the mobile app. So lets try it through the web app here and if you get that error, can you send a screenshot of the screen when you get the error?\nCustomer: im taking the picture\nCustomer: yes\nCustomer: agent"]
["Customer: Agent \nCustomer: Hi how can I reset my cameras or what can I do every time I can playback clips\nHuman Agent: You can reset your cameras in the app, but that would disconnect them from the Wi-Fi network.\nHuman Agent: What issue are you having with the clips?\nCustomer: ???\nHuman Agent: I am asking for more clarification on your issue. You said \"how can I reset my cameras or what can I do every time I can playback clips\". Resetting your cameras has nothing to do with the clips. So can you give me more information about the issue you are having with your playback clips?\nCustomer: Ok \nCustomer: I can’t playback on the footage\nCustomer: It happens constantly and I’ve been told to reset it but I don’t know how \nHuman Agent: Alright, what do you see when you tap on Playback for one of your two subscribed cameras?"]
["Customer: Hi\nCustomer: Activate my subscription on the two devices \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\n\nCustomer: Ask human \nCustomer: Ask human \nCustomer: Help \nCustomer: Hi\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\nCustomer: It didn’t work \nCustomer: Help \nHuman Agent: Can you send me a picture of what it shows when you try to enable a device?"]
["Customer: Trying to pay for a subscription and it won’t let me \nCustomer: What’s customer supports number or can I chat them? \nCustomer: Agent \nHuman Agent: Are you trying to subscribe through the mobile app on your phone or tablet? Or are you trying to subscribe through the web app at user.zmodo.com?\nCustomer: On my phone \nHuman Agent: Okay, what kind of issue are you having with subscribing? Are you getting an error message?\nCustomer: Error \nHuman Agent: Can you give me more information about the error that you are getting?\nCustomer: It says payment failed but it does not let me put in a payment method \nHuman Agent: It would be charging through your Apple account if you are on iOS or your Google account if you are on Android. So you would want to check the payment method that you have set in your Apple or Google account.\nCustomer: I’m not sure what that means? Can you not put a debit card in? \nHuman Agent: You can use a debit card, it would just depend on what payment method you have setup already in your Apple or Google account.\nHuman Agent: Are you using an iOS or an Android device?\nCustomer: iOS \nCustomer: Why would you go through my Apple account? \nHuman Agent: Because Apple processes in-app purchases on their devices. That is how Apple manages their platform.\nHuman Agent: Open the Settings app.\nTap your name at the top.\nThen you can check the payment information that you have setup in your Apple account and edit it if necessary.\nCustomer: Okay I’m gonna return the cameras to you guys because I do not agree to that \nHuman Agent: If you do not want to go through your Apple account, then you can go to the web app at user.zmodo.com and subscribe through our payment processor.\nHuman Agent: The cameras would have a 30 day return for refund policy, so if you purchased them new in the last 30 days from us, then you can fill out the Return Merchandise Authorization form at https://www.zmodo.com/rma/"]
["Customer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I have a terribly unfair situation regarding cloud service I did not authorize for 2025. This service was previously ordered for my mother who passed away in 2024. \nHuman Agent: Okay, let me look up this account, one moment.\nHuman Agent: On this account It looks like there is one subscription for 6 devices, it goes through google for the processor and it has been renewing since 1/11/2022. Is this the subscription your wanting to discuss or do you have multiple accounts?\nCustomer: At that time all zmodo cameras were removed from her house which was sold. I recycled some of the cameras in my 2 homes. I was not aware that I had to physically cancel the cloud service. I realized it was renewed on 1/26/25 when I paid my AMEX bill and immediately called both AM EX and Zmodo to cancel. I have no use for cloud service. As you can see 4 of the 6 covered cameras are out of use because I don't have them. The other Two are in my FL home w my other zmodo cameras. I has no idea I even had cloud service continuing on those 2 cameras. I don't want to be charged for a service I don't use or want.\nCustomer: That is the only subscription I ever had and as stated it was fir my mom who passed away in 2024.\nHuman Agent: you have a subscription tied to this account your contacting from, its for 6 cameras several are online. \nCustomer: Yes\nCustomer: The only ones online are 2 in my FL house.  \nCustomer: Are you still there\nHuman Agent: The subscription renews annually on 1/11 each year, it was started in 2022. We cannot cancel google cloud subceptions from our end. If you wish to cancel you would go to your google account subscriptions and cancel from there, you will know its successfully canceled when it shows an expiration date instead of the renewal date. \nHuman Agent: Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date. \nCustomer: I did that. But it shows that it will cancel on 2026. That means I'm paying for cloud service all of 2025 and I can't use it and don't want it\nHuman Agent: you canceled after the renewal, it gives you the time that's already paid for, canceling stops the subscription from renewing in the future it cant reverse whats already occurred. \nCustomer: I didn't know I had to cancel. Every other subscription gives notice of renewal. I don't even have the cameras. I have 2 of the 6.im paying for.\nHuman Agent: you cna use the leftover time on any camera, the subsciption can be enabled onto other cameras from the cloud section.\nCustomer: How do I change the cameras\nHuman Agent: you would go to the cloud section, scroll down to subscriptions, click edit or view details then click on one of the cameras you want to take away the cloud time from, and select one of the other cameras and tap enable at the bottom to enable the subsciption onto a different camera. \nHuman Agent: If you have any trouble take a screenshot and send it to me to review how it appears for you. \nCustomer: Ok if I'm stuck paying for this that's what I'll do\nHuman Agent: is there any other questions I can assist you with today before we go?\nCustomer: I tried to do what u suggested and there us no way to edit"]
["Customer: Camera subscription not working\nCustomer: 1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What sort of problem are you having with your subscripition?"]
["Customer: Need to cancel my subscription but the app won't let me\nCustomer: I need help with that\nCustomer: Customer support\nCustomer: Cancel my subscription\nCustomer: Agent\nHuman Agent: Let me take a look at your account.\nCustomer: Just got the email for the cancellation. Thank you very much\nHuman Agent: Thank you for your patience. I see a Monthly Premium Plan for one device on your account. I have canceled the subscription and it will not renew again.\nHuman Agent: You're welcome.\nCustomer: Have a good day\nHuman Agent: Thank you. You have a good day, too."]
["Customer: Set up\nCustomer: Agent \nCustomer: My subscription expired and I wasn't aware until now\nCustomer: Can you tell me how much my subscription was before it expired?\nHuman Agent: The subscription on your account was the Yearly Platinum Plan for one device. The Platinum Plan is $99.99 per year per device.\nCustomer: Can you tell me when that plan started?I know it ended in february 25 but when did it start in 2023\nHuman Agent: You subscribed in February 2024. You should be able to see the past subscription information in the Cloud tab in your app or on the web app.\nCustomer: Ok let me look\nCustomer: I only see the renewal on 11/2023\nCustomer: How much did I pay in 2024\nCustomer: What month?\nHuman Agent: The Platinum Plan is $99.99 per year. And it was the yearly plan, so it was started in February.\nCustomer: When in february? What date did it start?\nHuman Agent: February 1st, the same date it would have expired.\nCustomer: I'm trying to figure out why did my plan expire? why wasn't it renewed?\nCustomer: Can you see what account it came out? Was it associated with regions or chase \nHuman Agent: Okay, so the subscription tried to renew, but failed. The error message we got back from the bank or credit card company was that the card was closed.\nCustomer: Okay that's what I was trying to find out. Thank\nCustomer: Okay.So I did have to close that account.Because someone kept getting into it's dealing my money\nHuman Agent: You're welcome.\nCustomer: So, on the cloud. I only see november of 2023 I don't see anything from 2024\nCustomer: So I had to platinum.\nPlan?\nHuman Agent: Yes, the subscription that recently expired was the Yearly Platinum Plan for one device.\nCustomer: Ok thanks \nHuman Agent: You're welcome.\nCustomer: I will continue it.\nCustomer: That's all,have a wonderful day\nHuman Agent: You have a good day, too."]
["Customer: Please let me know that all cameras on my account are up to date. We are unable to see history\nCustomer: Pleasehelp\nCustomer: Need to know if all cameras are up to date and subscription is current\nCustomer: Our phones show that we do not have a cloud plan\nCustomer: I have 6 of my 9 cameras on cloud does it cost 50 a year per canera\nCustomer: Do I need to set up each camera separately or can I do all 3 at once\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. You will need to subscribe the 3 cameras not subscribed if those are the ones that show no recordings.\n\nCustomer: Yes help me\nCustomer: 3 cameras all fort morgan west,north and east\nCustomer: Hello \nHuman Agent: Okay you have 2 options for that. You can add them to the current google plan but for the yearly plan but google limits it to 8 cameras. Just due to the amount charged at once.\nHuman Agent: If you want them on a different plan or want to do all 3 you can subscribe via the website at user.zmodo.com \nCustomer: Steps to set up an additional account \nHuman Agent: I am not sure what you mean by additional steps \nCustomer: I think i got it ty\nHuman Agent: Okay"]
["Customer: Camera subscribed but not recording 24 7 \nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: How do I contact support?\nCustomer: Ok\nCustomer: I subscribed a rechargeable zmodo camera to 24/7 but it isn't recording\nHuman Agent: Hello, you've reached customer care, my name is Kylie. What is the name of the camera you subscibed on this account?\nCustomer: It's a rechargeable zmodo camera \nCustomer: D/static_file/a33a7bc26b_1_20250210161649.jpg\nHuman Agent: Okay, whats the name of this rechargable camera on the account, I want to be sure I look up the correct device. \nCustomer: Oh..front door \nHuman Agent: Okay, One moment while I look up that front door camera. \nCustomer: I have it on the table at the moment\nHuman Agent: Okay, for that camera the plan you currently have enabled onto it is not completely compatible\nCustomer: Oh no \nCustomer: What can I do?\nHuman Agent: this is because the battery cameras only kick on when motion is detected then start recording, this is the reason its not 24/7 as the other cameras are\nCustomer: So I didn't have to put the cloud plan on it\nHuman Agent: its nothing with the plan itself, it More so because of how the battery cameras function, if they were on 24/7 with live video that would drain the battery tremendously so when there is no motion  or you are not viewing it live it goes into a low power mode to save the power and keep it online for longer without needing a charge.\nHuman Agent: you can leave the plan onto it if you want to be able to review the motion recording the camera does create as that wills till go into the cloud service, it jsut will not unfortunately behave the same as the other cameras and only activate when motion is detected. \nCustomer: I understand. The other camera is plugged into electricity. I appreciate your help and explaining everything. It would run that battery down pretty quick if it recorded continuously! \nHuman Agent: No problem, glad to have been of assistance to you. Have a beautiful day.\nCustomer: You too\nHuman Agent: thank you."]
["Customer: Live agent\n\nCustomer: I want to cancel my subscription that is sermon to renew soon to my zmodo cameras. \nCustomer: Set to\nHuman Agent: Let me take a look at your account.\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: Yes have an android, signed in to my zmodo account but it's not tied to the cameras I don't believe.   \nHuman Agent: No, you do not cancel the subscription in the Zmodo account. You do it in your Google account.\nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option.\nCustomer: Lead me thru it to see if I can do it\nCustomer: You'd think the zmodo acct would have that option since I can activate cameras on it.  Just sayin.  \nHuman Agent: Google manages the in-app purchases on their devices. That is just the way Google manages their phones and tablets. So it needs to be done through the Google account.\nCustomer: Ok i think i got it.   \nCustomer: Thanks. \nHuman Agent: You're welcome."]
["Customer: Hi, how do I add one of my new cameras to my cloud plan?\nCustomer: -1\nCustomer: My new camera came off a free trial and I don't know how to add it to my existing plan with the cameras I have had for years\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie, let me look up your account. \nCustomer: Hi, I have a cloud plan with four cameras allowed, and I now have five cameras, 2 new cameras,  how can I tell which cameras are on the cloud plan and how do I add one of tie new cameras?\nHuman Agent: It looks like your cameras subscription goes through apple, you can add another device to the subscription in the cloud area, I will let you know though with how apple subscriptions work it will charge you the full amount of the total subscription for 5 cameras, afterwards apple is supposed to pro rate the difference since they were previously subscribed, but they handle the processing and they decide when that occurs. \nCustomer: The cloud area in the zmodo app doesn't give me the option to add or change cameras \nHuman Agent: You would go through the subscribing process again for the new camera. \nCustomer: So subscribe just tie me\nCustomer: So subscribe just tie me\nCustomer: so subscribed just the two new cameras to their own plan?\nHuman Agent: I am not able to subscribe for you, you would do that within the app. you would select the same plan and pricing so it does not change the other cameras on the accounts plan. \nHuman Agent: apple doesn't allow for different subscriptions or subscription types, it will show them all on one subscription. \nCustomer: I am sorry, but I still do not understand. my three older cameras are subscribed to my four camera plan, but my new two cameras are not on any plan. I want to add them.\n\nDo I have to cancel my 4 Camera plan, then sign up for a new five camera plan, and all five of my cameras automatically added?\nHuman Agent: no you don't cancel it, you will subscribe the other two new cameras to the same plan as the others and it will have them all show under one subscription."]
["Customer: Troubleshooting\nCustomer: Phone number\nCustomer: Agent\nCustomer: Hello I have a subscription but they are currently on some cameras that don’t work\nCustomer: Can I please have them switched to the cameras that do work?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What cameras are you wanting service moved from and which cameras are you wanting the service moved to so I may better check into the options for you?\nCustomer: I would like the subscription to be on the cameras labeled “nueva vos 1” “otro lado” “corrina” and “vos ❤️”\nCustomer: I believe I only have 4 cameras that I am paying subscription for is this correct?\nHuman Agent: It looks like there are 5. nuevo vos 2, corrina, Barco, Broken, and Computadora Puerta. \nCustomer: I would like to keep “nueva vos 2” also\nCustomer: And the other 4 that I mentioned\nCustomer: I think some of them don’t have subscription though\nCustomer: With the paid 7 day cloud subscription \nHuman Agent: Okay, for any of the ones you'd like me to move, I'll need to cancel the subscription and move the service time over. You'll have the service you paid for, but it won't renew, is that alright?\nCustomer: Yea can you move the service over to the cameras that I mentioned?\nCustomer: I would like the service to renew for the new cameras the service was moved to\nHuman Agent: That would not be possible. You would need to resubscribe once it has run out. I can move the service time, but not the subscription itself. \nHuman Agent: These end on different dates. Do you have any preference on which goes where?\nCustomer: What does move the service time mean?\nCustomer: Do I have to pay again right now?\nHuman Agent: Computadora Puerta ends on 11/26/24, Broken broken goes until 12/26/24, and Barco goes until 7/8/2025. So I could in order just move those to nueva vos 1, Vos, and Otro Lado in that order or you could specify which gets what service. \n\nWhen you paid, you paid for a year of service time. Some of that is used, but they have cloud service time until the dates specified above. So if I move that, those cameras I move it to would then have cloud service until that date the previous camera had. You would not need to pay again now and the earliest any would run out is the one that ends on 11/26/24.\nCustomer: Yea that sounds great. Thank you\nHuman Agent: Okay, I will move them in that order then, one moment. \nCustomer: Just to clarify am I paying for 4 or 5 subscriptions?\nCustomer: Currently\nHuman Agent: You had paid for 5 and they were on the devices I noted. 3 have been cancelled to move the service time as you had requested. \nCustomer: Sounds great thanks\nCustomer: Question I checked right now and some say “free trial” is this an error?\nHuman Agent: Okay, the service has been moved as requested. The two that have not been removed will renew automatically, the others will not so you may resubscribe them later once the service runs out if you would like. \n\nNo, free trials functionally work the same as the cloud service time. Since the service was on other cameras I shut it off there and added free trials to the proper dates on the new ones to give the service. \nCustomer: Got it that makes sense\nCustomer: Thank you so much for your help\nHuman Agent: No problem, is there anything else I can help you with for now?\nCustomer: Nothing else. Thank you again\nHuman Agent: No problem, have a good day!"]
["Customer: Hi, I would like to cancel my annual service\nCustomer: Agent\nHuman Agent: Hi my name is Wendy.\n\nI am unable to cancel the subscription on my end, as you are subscribed via Google but you can follow this guide on how to cancel your subscription via Google. https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid\n\nCustomer: Ok. Understood. Thank you!!\nHuman Agent: You're welcome!"]
["Customer: Troubleshooting\nCustomer: I need to speak to someone regarding my cloud service \nCustomer: Agent\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: Hello\nHuman Agent: Yes, how may I help you? \nHuman Agent: We will be closing in 10 minutes at 6pm CT. I would be happy to continue to assist you until then, but the chat will close at that time. If you would like a callback, you may schedule one via the button below. If you would prefer an email follow up instead, please let me know and provide an email you would like me to reach out on tomorrow."]
["Customer: Hi\nI am closing the account at my bank. I am setting up a new one. Just for two weeks i need to cancel my subscription with Zmodo. I will renew it as soon as my new checking account is actovr. Thank you!\nHuman Agent: Hello, my name is Grant. I took a look at your account and there is a Monthly Premium Plan for one device on your account. It looks like you have already canceled the subscription. The subscription will not renew again. You can start a new subscription when you  would like the camera to continue recording."]
["Customer: How do I cancel account \nCustomer: Agent \nHuman Agent: It appears you are subscribed through Google. To cancel your subscription, you would need to do so from your Google subscriptions. You can find more information on how to do that here. https://support.google.com/googleplay/answer/7018481\n\nWe are currently unavailable for live chat support, but you can reach out to us via email support@zmodo.com. Our new hours of availability are:\n\n- Monday to Friday: 9am to 12pm and 1pm to 6 pm CST\n* Excluding Holidays\n\nYou may also contact the chat outside of our hours again to speak to our AI chatbot Mira who can assist with some troubleshooting. I've also sent a callback scheduling form where you can click the button in the chat in order to schedule a callback for a future date if you'd prefer.\n\nThank you for understanding."]
["Customer: Hello\n\nI am having issues adding a camera to my subscription \nCustomer: -1\nCustomer: Please assist, my camera isn't connected to my subscription \nCustomer: Can someone call me\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Let me take a look at your account.\nCustomer: Ok\nHuman Agent: You should be able to edit your subscription in your app. You can tap on Cloud and scroll down to the active subscription. Tap on View Details and tap on Edit. Then you can enable the subscription on the device you want enabled."]
["Customer: We have a question regarding our Zmodo cameras. When our system was first set up, all the camera connected well for recording and playback. However, since that time, we had to replace broken/stolen cameras and add new camera to different spots. The new additions are not connecting to our current subscription in order to get playback capabilities. How do we make this connection?\nHuman Agent: Let me take a look at your account.\nHuman Agent: So, what would need to happen is that we can cancel subscriptions on certain cameras and move the remaining subscription time to other devices. It looks like you had 20 subscribed, so I can go through them and see how many are no longer on your account.\nCustomer: So, one broke and one was stolen. We cannot see them on the app because they don't exist any longer. We have new cameras that somehow need to be connected\nCustomer: We are confused\nCustomer: Is there a way for us to connect via phone?\nCustomer: We also paid $523.94 on June 3, 2024. Should we be paying only $99 per year?\nHuman Agent: So, there is one camera that is no longer on your account that is still subscribed. I can cancel the subscription and move the remaining time to another camera if you would like.\nHuman Agent: You can tap on Schedule Call to make a callback appointment if you would like to.\nHuman Agent: The subscription on your account is the Premium Plan. The subscription is per device.\nCustomer: yes, we need to move the subscription to another camera that works.\nHuman Agent: Alright, I can cancel the subscription on that camera and move the remaining subscription time to another camera. Which camera would you like the remaining subscription time moved to?\nCustomer: Please move it to the one call Old Fellowship Hall. It is currently looking into the room with a tables in the middle with chairs surrounding the tables, along with chair around the sides of the room\nCustomer: Please don't select the one that is looking into the Old Fellowship Hall kitchen. Two separate cameras\nHuman Agent: I cannot see the video from the cameras. I will move the remaining subscription time to the camera named \"Old Fellowship Hall\".\nCustomer: Very good. On another note, I tried to schedule a call but it didn't work. The calendar did not move into February.\nCustomer: In order to connect the new cameras into the plan - what's the best way for us to make that happen?\nCustomer: Can you see the ones that aren't subscribed in our plan?\nHuman Agent: You can start a subscription for the unsubscribed cameras on your account if you would like to.\nCustomer: Right now, we are only paying about $27 per camera. However, selecting the new premium option, we would pay $99 per camera. Is there a better deal that you can offer?\nHuman Agent: There are two subscription plans in the Zmodo app. The Premium Plan is $4.99 per month or $49.99 per year. The Platinum Plan is $9.99 per month or $99.99 per year. \n\nYour current subscription was started on a multi-device bundle discount. That discount is not longer available, so any new subscriptions would be at the regular price."]
["Customer: I need to cancel my plan \nCustomer: Agent\n\nCustomer: Agent\nHuman Agent: Let me take a look at your account. It looks like you have a few subscriptions.\nHuman Agent: It looks like there are three subscribed devices on your account. One was already canceled. I was able to cancel a second. However, the third I'm unable to cancel on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?"]
["Customer: Hi I canceled my subscription pls refund my 31$ back \nCustomer: Yes I paid in error don’t know when I got charged \nCustomer: How can I speak to an agent ?\nCustomer: Agent \nCustomer: Hi\nCustomer: I canceled my subscription pls refund back my money \nCustomer: I don’t know when I got charged \nHuman Agent: Hello, you've reached customer care, my name is Kylie.  Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date. \nCustomer: Hello\nHuman Agent: Yes I replied, perhaps you cannot see the message I said \"Hello, you've reached customer care, my name is Kylie.  Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date. \"\nCustomer: You there?\nCustomer: Hi\nCustomer: Agent \nHuman Agent: Yes I replied\nHuman Agent: I said \"Hello, you've reached customer care, my name is Kylie.  Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date. \"\nCustomer: I canceled it \nCustomer: It was charged in error\nHuman Agent: No it was not an error, you started the free trial for the clips plan, it states if it is not canceled it fully enrolls you into the plan and subscribed and that is what occurred. You did not cancel therefor it rolled into the full plan. This also occured on 10/14/2024 which was several months ago, in the cloud section it states when cameras will renew.\nCustomer: Hello\nCustomer: Agent \nHuman Agent: Im here I replied above\nHuman Agent: I said \"No it was not an error, you started the free trial for the clips plan, it states if it is not canceled it fully enrolls you into the plan and subscribed and that is what occurred. You did not cancel therefor it rolled into the full plan. This also occured on 10/14/2024 which was several months ago, in the cloud section it states when cameras will renew.\""]
["Customer: Agent\nCustomer: I can’t playback on my recordings how’s do I reset my cameras or can you do that for me? \nHuman Agent: Let me take a look at the cameras.\nHuman Agent: Alright, I synced and restarted the cameras on your account that are subscribed to the cloud. That typically resolves the issue. It usually will start showing you recorded footage within 10 minutes, but sometimes can take up to 60 minutes to record a small backlog before it starts showing footage."]
["Customer: Make a payment \nHuman Agent: Hi my name is Wendy\nHuman Agent: You are wanting to pay for a cloud plan subscription?\nCustomer: Yes \nHuman Agent: Tap on the cloud icon on the phone app, choose the subscription you want, then choose the cameras, and subscribe"]
["Customer: I need a real person I've tried twice with your automatic system it does not work I'm trying to subscribe you have the wrong email and I don't know my password to that autofill email please give me a real person\nCustomer: Agent\nCustomer: Agent\nCustomer: Thanks\nHuman Agent: Are you trying to subscribe through the mobile app on your iOS or Android device? Or are you trying to subscribe through the web app at user.zmodo.com?\nCustomer: What I'm trying to do is change my recording camera from family room to kitchen since my subscription ends December 5th so I unsubscribed from the family room I'm trying to subscribe to the kitchen and the driveway when I change my credit card it auto fills with an email address that I didn't know I had with you. \nThe email I show is \nboent1@yahoo.com \nThe email you autofill is \ndjdaley52@gmail.com \nI don't know the password to the DJdaley email\nHuman Agent: Are you trying to subscribe through the mobile app on your iOS or Android device? Or are you trying to subscribe through the web app at user.zmodo.com? I am asking because if you are subscribing through the mobile app on your iOS or Android device, then it is asking for your Apple or Google account information in the second step.\nCustomer: Yes I am on my Samsung Android phone trying to do all this should I just go to my computer or how can I do this on my phone\nHuman Agent: If you are having trouble logging in with your Google account information for payment, then you can go to the web app at user.zmodo.com and subscribe through the web app. The web app will not use your Google account for payment.\nCustomer: Okay I'll go to my computer and just try it that way and if I have a problem I'll contact you back thank you\nHuman Agent: You're welcome."]
["Customer: How to get credit from cloud off old camera replace with new one\nCustomer: Camera don't work need help\nCustomer: Speak to someone\nCustomer: Agent\nCustomer: Speak to someone\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have inbound calling support, only outbound calling, I am happy to help you via chat here but I can also send you the call sceduler if you would prefer, what would you like?\nCustomer: Need to get cloud credit for old camera since September. I replace a bad camera and I paid a year subscription. \nCustomer: It was the front door camera \nHuman Agent: okay, I will need to look up the device to see how it was subscribed and what plan, it will take me just a moment to try and look that up with your account info.\nCustomer: Thanks\nHuman Agent: Okay, I located the camera, I can move the time from it to another camera for you, which camera would you like the time moved to?\nCustomer: Sorry had a call"]
["Customer: Troubleshooting\nCustomer: Playback not working\nCustomer: Agent\nCustomer: Hello, it shows that I have subscriptions but I can't get my playback feature to work. So I subscribed again got charged and it still didn't work. \nHuman Agent: It looks like you only have one camera on your account enabled on the subscription. You can edit the enabled devices to enable the subscription on the other cameras on your account.\nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “Enable” at the bottom.\nCustomer: Which camera does it show?\nCustomer: On my end it shows all four are subscribed\nHuman Agent: Can you send a screenshot of what you see when you tap on View Details for your subscription?\nCustomer: Will I lose the chat if I back out of it? \nHuman Agent: No, you can come back to the Live Chat support. It will remain open for at least 7 minutes.\nCustomer: D/static_file/d08e30f4e3_1_20250306110023.png\nCustomer: D/static_file/c74eb3eb85_1_20250306110029.png\nHuman Agent: Right, what do you see when you tap on View Details?\nCustomer: D/static_file/672f8e394a_1_20250306110151.png\nHuman Agent: Alright, can you tap on Change Device on the right side above the camera and enable the subscription on the other cameras?\nCustomer: Thank you that worked but can you tell me why I'm being charged for 1999 and 999\nCustomer: And I was just charged 15.99 today. \nHuman Agent: Based on the picture you sent, it looks like you decreased the number of devices on your subscription. So on the next renewal, it will renew for two devices.\nCustomer: How can I change that? I never attempted to change the subscription \nHuman Agent: It also looks like you subscribed to the Vault Plan which is different from the Cloud Plans. You can cancel that subscription in your Apple account if you would like to.\nHuman Agent: You can try tapping on Change Plan to see if it will let you change it back. Otherwise, you can cancel the subscription and subscribe all four devices to continue the subscription on four cameras.\nCustomer: Okay I will try and change it \nCustomer: Do I request a refund through apple for the charges today? \nHuman Agent: Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date. \nCustomer: Okay I'll dispute it through apple. \nCustomer: Thank you for all your help. \nHuman Agent: You're welcome."]
["Customer: Paying account \nCustomer: Agent \nHuman Agent: How can I assist you?\nCustomer: Hello i am having trouble with ny subscription \nCustomer: Currently i have 2 cameras paid and i am trying to pay the other 2 but when i try it is charging me the full amount of 200$ \nCustomer: The account email is rodrigezange26@gmail.com\nCustomer: I am not sure why it didnt let me and its not letting me renew the other cameras . I even tried paying the 200$ and it said i couldnt because i already had a subscription\nHuman Agent: The subscription on your account is managed through your Google account. If you want to subscribe two additional devices, then you will need to select all 4 cameras that you want subscribed. Then you will be charged a prorated amount for the additional cameras. \nHuman Agent: If you want to subscribe the cameras on a different subscription, then you can go to the web app at user.zmodo.com and start a subscription for the two additional devices through our payment processor instead of through your Google account.\nCustomer: I have tried selecting them all as well and it will not let me because i “already have a subscription on some” but i also am unable to uncheck them \nHuman Agent: Yes, you would not uncheck them, you would have all 4 selected.\nCustomer: Will i be able to access the cameras on the same app? Or would i have to login and out \nHuman Agent: Yes, you would use the same account.\nCustomer: the google account you say it is under isnt the same email i gave you?\nHuman Agent: The Google account could be the same email or it could be a different email. I cannot see your Google account information.\nCustomer: Got it i will try it. Is there a number i can call in case i am unable to pay them ?\nHuman Agent: No, there is not a phone number that you can call in to. You can contact us and we can help if you run in to any issues subscribing."]
["Customer: Cancel service\nCustomer: Agent\nHuman Agent: Hi my name is Wendy.  One moment I will check how you are subscribed.\nHuman Agent:  I have cancelled the cloud plan on camera ZMD16I3I751201*backyard) for you.\n\nYou also have (2) Google cloud plan subscriptions on cameras ZMD17L6IH800825 (lower front door) , ZMD17L6IH800873 (gate).  I am unable to cancel the subscription on my end, as you are subscribed via Google but you can follow this guide on how to cancel your subscription via Google. https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid\n\nTo avoid future billing, you must cancel your subscription before the next renewal date. Cloud subscription plans are not eligible for refunds. After cancellation you will continue to enjoy access to the cloud plan until the last day of your current subscription period. After the subscription period ends, you will no longer be billed the recurring subscription fees, and your cloud recordings will be permanently deleted and will no longer be accessible to you.\n\n\n\n\nCustomer: Cancel all...\nHuman Agent: I cancelled the one I was able to help with but I cannot cancel the Google plans.  You will need to do that.\nHuman Agent: Link with info on how to cancel:  https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid"]
["Customer: yes\nCustomer: my old camera not working was wondering if i can switch it so I can keep your membership?\nCustomer: old camera. ZMD13HPDA237450.                     New camera. GSG5001C0097556\nCustomer: new camera is working but not link to my membership can u transfer it\nCustomer: i need customer support number?\nCustomer: agent\nHuman Agent: You will want to change the enabled device in your app. Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\nCustomer: I need to add this camera to my membership please\nGSG5001C0097556\nHuman Agent: You will want to change the enabled device in your app. Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\nCustomer: i need to add current \nCustomer: susbscrtion to an expire account\nCustomer: D/static_file/c292b5a9c4_1_20241231134928.jpg\nHuman Agent: Yes, you would edit it in your app. Are you receiving my messages?\nCustomer: you cant \nHuman Agent: Lets try it, and we can see what issues come up when you do that.\nCustomer: add a susbcribtion to expired one \nCustomer: D/static_file/d3c8f7e159_1_20241231135052.jpg\nHuman Agent: Okay, that looks like a picture of a screenshot of a subscription screen in your app. Can you go to the mobile app, tap on Cloud and scroll down to the subscription and tap on View Details?\nCustomer: yes but thst id ehat we see \nCustomer: only 1 active susbcribtions and the one i need tontransfer id expired\nHuman Agent: I am trying to walk you through changing the active subscription from one camera to another. Please can you open the mobile app and tap on Cloud? Then can you tell me if you see the subscription at the bottom?"]
["Customer: Trying to pay my bill\nCustomer: What's a number I can call\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: I just want to pay my bill but can't get in my account"]
["Customer: I need to add a few cameras to my subscription. \nCustomer: How do I add them back to my account \nHuman Agent: You would need to subscribe those cameras to a new subscription. \nCustomer: I already have a subscription, how do I add then to that one\nHuman Agent: You cannot add additional cameras to the subscription. You have to make a new one for the other cameras you want to subscribe."]
["Customer: Why am I being double charged for service?\nCustomer: There are 2 charges on my banking account. One for 10/10 and another for today, 10/30\nCustomer: -1\nCustomer: Customer service number\nHuman Agent: Hi my name is Wendy.  One moment let me check your account\nCustomer: Ok. Thank you\nHuman Agent: I see (7) 7-day monthly Apple plans.  They should renew today Oct 30 -the cost should be around $34.99\nHuman Agent: I don't see a charge on Oct 10.  Could you please provide a screenshot?\nCustomer: Yes. But why was I charged on 10/10?\nHuman Agent: I don't see a charge on Oct 10.  Could you please provide a screenshot?\nCustomer: I understand the charge for today but not that one!\nCustomer: D/static_file/ccdccb9471_1_20241030112327.png\nHuman Agent: You would want to contact Apple why you were double charged.  I don't see that payment on my end.\nCustomer: Ok. Thank you\nHuman Agent: You're welcome"]
["Customer: Agent\nHuman Agent: How can I assist you?\nCustomer: I had to disconnect cameras had to reconnect to new WiFi I had purchased subscription for my devices \nCustomer: So how do I get my subscription back on all my cameras. \nCustomer: Giving me era codes\nHuman Agent: You would need to go to the web app user.zmodo.com to edit the subscription.\nHuman Agent: Also, for future reference, do you not need to delete the cameras from your account to set them up on a new network. You can leave them on your account to do the setup."]
["Customer: Hi Maria, today I subscribe to one of my cameras, and I can’t seem to watch the playback\nCustomer: I tried that, but every time I go back, it tells me to subscribe again\nCustomer: It says I’m subscribe, but it won’t let me enable the camera\nCustomer: OK, I’ll try it when I get home but at this point it’s just a renewal. I’m not sure why it’s not working.\nCustomer: Ok \nHuman Agent: Hello, you've reached customer care, my name is Kylie. What is the name of the camera you subscribed I will look up your account and check the subscription. \nHuman Agent: It looks like the subscription is through apple for the processor, if you go to the cloud section of the app does it show the subscription there? If it does check and see if it shows what camera is enabled, if none are try enabling the camera there and let me know once you have done that."]
["Customer: I need to know what devices I just paid a subscription on\nCustomer: I see no cloud services tav\nHuman Agent: Hello, you've reached customer care, my name is Kylie. You contacted and asked to cancel the plan, we canceled those for you successfully, we canceled all the active subscriptions after you asked to cancel and stop the subscription."]
["Customer: I am trying to save some video clips and the result is mostly still \nCustomer: I have the same problem on multiple cameras\nCustomer: Can I talk to someone \nHuman Agent: Hi my name is Wendy\nCustomer: Hi Wendy, I am trying to same video clips but the result is mostly still\nHuman Agent: Tap on the playback button, tap on the calendar in the lower right corner, choose a day with a blue dot, scroll to the time you want to save then tap on the scissors icon to save the clip to your smartphone\nCustomer: I know all that, why my saved video clips are mostly still\nCustomer: 90% still portions no movement \nHuman Agent: What do you mean by mostly still?  Are you saving clips where the camera detected motion?\nCustomer: Yes\nHuman Agent: When you playback the footage does it play? just when you have the clips downloaded they do not play?\nCustomer: Footage in cloud plays fine but saved clips does not record everything, 90% is still\nHuman Agent: Could you please email me a short vide clip so I can see what you are talking about?  support@zmodo.com\nCustomer: Okay hold on\nHuman Agent: ok\nCustomer: I just sent you a video\nHuman Agent: I see the email but not the attachment, but let me check if there is another email I missed\nHuman Agent: Could you please resend the attachment?\nHuman Agent: I didn't get it on my end \nCustomer: Let me try again\nHuman Agent: ok\nCustomer: Its not sending because file is too big, 400 Mb\nHuman Agent: Would you be willing to update your app password to abcd1234  I could login and see if I have the same issue on my end?\nHuman Agent: If not, you could try downloading the Zmodo app to a different phone or tablet to see ify ou have the same issue.\nCustomer: Same issue on my wifes phone\nHuman Agent: which camera are you having this issue with?\nCustomer: All three of them\nHuman Agent: How are you trying to download the clips?\nHuman Agent: Have you tried downloading clips from the web app on a computer?  https://user.zmodo.com/login\nCustomer:  Scissors, set time, make clip and save \nHuman Agent: and the clip saves to your phone's photos? it just has no movement?  it shows a picture instead?\nCustomer: It saves a video clip but it has big sections inside with no movement, \nCustomer: Can you call me\nHuman Agent: I just sent you an invite to schedule a callback -I am not a phone agent but you can schedule a callback to talk with one of our phone agents\nCustomer: So do you have any recommendations \nCustomer: To fix the problem \nHuman Agent: Have you tried downloading clips from the web app on a computer?  https://user.zmodo.com/login\nCustomer: No i havent, is it possible to see the icloud videos on my laptop?\nHuman Agent: yes.  You can view and save the alert clips to your laptop on the web app\nHuman Agent: user.zmodo.com  \n\nlogin with your phone app username/password\nCustomer: Ok let me try that\nHuman Agent: ok"]
["Customer: I need to switch plans \nHuman Agent: Hi my name is Wendy.  What are you wanting to switch?\nHuman Agent: 7-day yearly plan on ZMD18AGIH800574 Main Entry\n7-day yearly plan on ZMD14HLHF000632  Lanai\n7-day yearly plan on ZMD14E3E2222557 Floater\nCustomer: I need switch to a plan that covers 3 devices. Currently I have 3 individual premium plans \nHuman Agent: You have 7-day cloud plans on all 3 of your cameras.\nHuman Agent: meShare does not have a bundled cloud plan.  Each cloud plan applies to an individual camera.\nCustomer: I am paying separately for 3 cameras. Would it be better for me to be on the platinum plan, which would include all three cameras? \nHuman Agent: There isn't a 3-camera plan option\nCustomer: What does platinum cover? \nHuman Agent: The platinum plan is a 30 day plan.\nHuman Agent: Premium plan is 7-day plan\nCustomer: Okay so film is kept for 7 days on the plan I have. And I have to have a separate plan for each camera? \nHuman Agent: Yes you have the 7-day cloud plans on your cameras.  They are all separate plans.\nCustomer: So there is no such thing a one plan to cover all three cameras? \nHuman Agent: No, meShare only offers individual cloud plans.  Each cloud plan applies to an individual camera.\nCustomer: Thank you \nHuman Agent: You're welcome"]
["Customer: Troubleshooting\nCustomer: I would like to cancel my subscription \nCustomer: Agent \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. One moment while I review your account. \n\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\n\nCustomer: I renewed my subscription and they told me that the camera would go back on. \nCustomer: they told me the camera would be turned on 10/3/24 and now they are telling me it won’t be turned on till 11/3/24\nHuman Agent: Can send me a picture of where it shows that? The subscription isnt needed for the cameras to be online. \nCustomer: It’s not there anymore it’s gone \nHuman Agent: Do you see the subscription under the apple subscription menu \nCustomer: I can’t find it on apple subscription \nHuman Agent: Are you using the same apple account that you used to subscribe. \nCustomer: I found it on apple subscription\nHuman Agent: Okay are you able to cancel it from there\nCustomer: I canceled my subscription \nCustomer: So does that cancel everything \nHuman Agent: Yes as long as you dont have any other account with a subscription.\nCustomer: I don’t \nCustomer: Thank you \nHuman Agent: Okay is there anything else I can answer today?\nCustomer: No"]
["Customer: Look up my account please. \nCustomer: Hi can we chat\nCustomer: We are up for renewal, can you tell me what we pay for\nCustomer: What is the cost of one motion camera\nCustomer: My name is Gary Deans, can you look up my account\nCustomer: Is there a person I can talk to\nCustomer: You are not helping me\nCustomer: Useless\nCustomer: Can I talk to a real person\nCustomer: Agent\nHuman Agent: It looks like you have a subscription for two devices. It is the Yearly Premium Plan. You can tap on Cloud at the bottom of the app and scroll down to see the active subscription. \nHuman Agent: You can also check the status of your subscription managed via Apple. Open the Settings app. Tap your name at the top. Tap Subscriptions, find the subscription then tap on it to see its status.\n\nCustomer: If we cancel can we still view but not record?\nHuman Agent: Without a subscription you will still get the live video and the 10 second clips of motion. However, the video will not record continuously to the cloud."]
["Customer: I need to start a new subscription I need to cancel the current one I have completely and start over\nCustomer: That's the problem Cloud will not let me renew my subscription so therefore I need to cancel that completely get out and start over\nCustomer: Agent\nHuman Agent: The subscription on your account is canceled. You can subscribe through the mobile app on your phone or tablet or through the web app at user.zmodo.com\nCustomer: I will give that a try thank you\nHuman Agent: You're welcome."]
["Customer: I wish to cancel my cloud services \nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up your account to see how you have subscribed first to know if its possible for me to cancel the plan for you or not. You are contacting as a guest and it does not show the account details for me to look this up, I will need to know What  the email or phone number you use for the account so I can look up the details properly."]
["Customer: Subscription issue \nCustomer: Yeah it’s not working. I’m on the website and one of my cameras randomly expired. \nCustomer: Customer service\nCustomer: I have 4 cameras, I recently added the 4th side camera.  I subscribed to what I thought was the 7 day cloud plan. I noticed today that it’s showing expired. \nCustomer: It won’t let me renew or enable the plan…I assume because the renewal date is in 1969\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to check the subscription one moment. \nCustomer: Thank you.  I really just want all 4 of my cameras on the 7 day plan.  I don’t need the 30 day.  \nCustomer: Also, I’m using the website, not the app.  \nHuman Agent: Okay\nCustomer: D/static_file/ef4eb9ad05_1_20241217160138.jpg\nCustomer: D/static_file/09d63c840c_1_20241217160203.jpg\nCustomer: When I click enable on the website it says wrong order id \nHuman Agent: On my end its showing your subscription for 3 cameras is still active, the Side Yard camera is the only one not currently subscribed at all. \nCustomer: Yeah.  I don’t know why and I can’t fix it. Something is broken in the system \nCustomer: I would like all 4 cameras on the same 7 day plan. You are authorized to use the payment method I have on file. Monthly payments only. \nHuman Agent: You cant enable cameras if there is not a non assigned subscription to enable. You would have to subscribe the side yard camera is you want it to be subscribed. For that you can go try to subscribe that single camera from there in the cloud section. \nCustomer: Gotcha. That is confusing. Considering I had a subscription. \nCustomer: Fixed it. Thanks. \nHuman Agent: Great! Have a good day."]
["Customer: Troubleshooting\nCustomer: My subscription has not been renewed\nCustomer: My iCloud is saying, I have no subscription, but I’ve had the cloud subscription ever since I have used automotive cameras at my second home.\nCustomer: How do I reach out To customer support\nCustomer: They no longerAccept phone calls\nCustomer: There is really not much to scan since I just started. The conversation about my subscription was not renewed. My app is telling me that I have no subscription, but I’ve had one since I’ve been using the zModo for years at my condo.\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It appears none of your cameras have ever been subscribed. You had trials on most of them in 2019 and 2020 for one month. If you would like to subscribe you may do so from the cloud section of the app. \nCustomer: How come I no Longer able to have playback\nHuman Agent: You are not currently subscribed\n\nHuman Agent: You may subscribe in the cloud section of the app if you would like. \nCustomer: So run it by me once again how I sign up for a subscription\nHuman Agent: You may go to the cloud tab at the bottom of the app and that page will have options to pick a plan and billing frequency. Once you decide on that, you then are able to hit subscribe and it lets you pick which cameras you would like it on. \nCustomer: I’m on the premium site and it’s telling me this select devices and the plan details, what should I choose?\nHuman Agent: That depends on the plan you would like. You can select whether you want the premium plan (holds the last 7 days of footage) or the platinum plan (holds the last 30 days of footage), monthly or yearly billing, and whichever cameras you would like to apply it to. \nCustomer: I am choosing platinum, I’ll just put it on for the year. What do I choose for the plan device quantity?\nHuman Agent: You are able to select how many devices you would like it on. That is up to you based on which devices you would like the platinum plan on. \nCustomer: I want all of my cameras on the platinum program\nHuman Agent: Okay, then you could select all of your cameras. \nCustomer: I have eight devices, but it won’t allow me to enter a number. It just says plan device quantity.\nHuman Agent: When you are on the subscription screen there it should allow you select each device. The quantity listed there would increase based on how many cameras you select. Where they are listed on that page there are circles to check which ones you want subscribed. \nCustomer: Got it\nHuman Agent: Let me know if you have any trouble there. \nCustomer: I also need to change my password \nHuman Agent: Your account password or the password you're entering during payment? If it's a password required during payment, it would be through either Google or Apple depending on the type of phone you have. If you want to change your Zmodo account password though, if you know the password you can go to the Me section of the app, then system settings, then reset password. If you do not know the current password but have access to your account email, then you can either log out or go to user.zmodo.com and choose the forgot password option when logging in to have a reset verification code sent to your email. \nCustomer: Ok, handle it from here. Many thanks for your help.\nHuman Agent: No problem, have a good evening!"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Hi I’m trying to cancel my subscriptions for 4 cameras.   I get on the website hit unsubscribe all it does is spin.  Do I stop payment from my bank to stop it indefinitely?\nCustomer: I’m paying for the cloud service need to cancel all 4 cameras\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Okay one moment I will try to cancel the subscription on my end. \nHuman Agent: The 4 device subscription has been cancelled. \nCustomer: Any luck?\nHuman Agent: Yes the 4 device subscription have been cancelled. \nCustomer:  Thank you can you send a email to that ?\nHuman Agent: The system sends an automated email once the subscription is cancelled"]
["Customer: Please cancel my account for my alarm system. I am selling my house and I have no need for it anymore. Thank you Jane Longo.\nCustomer: Agent \nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: Are you there\nHuman Agent: And the subscription would be for Cloud recording for security cameras. If you have an alarm system, then that would be a different company and potentially a different process to cancel.\nCustomer: Well what do I do \nHuman Agent: Do you have an iOS device currently signed into the Apple account associated with the subscription for your Zmodo security camera?\nCustomer: I don’t think so. How would I know?\nHuman Agent: If you do, then you can cancel it with that iOS device.\n\nOpen the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option.\nHuman Agent: If you do not have access to an iOS device currently you can follow this guide on how to cancel your subscription via Apple. https://support.apple.com/en-us/HT202039"]
["Customer: Our equipment is not working properly- would we be able to cancel our subscription \nCustomer: Please provide number- we want to cancel\nCustomer: We want to cancel\nCustomer: Agent\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: I have an Apple iPhone and account\nCustomer: I don’t know where to go to see it\nHuman Agent: Open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option.\nCustomer: I don’t see my name at the top\nCustomer: I got itt\nHuman Agent: Were you able to find the subscription and cancel it?\nCustomer: Ok thank you\nHuman Agent: You're welcome.\nCustomer: Yes , this is James Fischer,\nWe have cancelled account, I am not pleased with being charged $100. For something that doesn’t work !!\nI believe you should refund me \nCustomer: I need to speak to a real person, this is ridiculous!\nHuman Agent: As far as the cameras not working, there are several potential reasons the cameras could be offline. I can walk you through troubleshooting if you would like to. \n\nBut for a refund, since the subscription is managed through Apple, you would need to contact Apple support for a potential refund.\nCustomer: Get me a real person please….\nHuman Agent: You are connected with a real person. My name is Grant."]
["Customer: Need to pay bill\nHuman Agent: Hi my name is Wendy\nHuman Agent: Your cloud plans go through your Google play account for payment.  Make sure your Google play payment method is up to date.\nHuman Agent: https://support.google.com/googleplay/answer/4646404?hl=en&co=GENIE.Platform%3DAndroid\nCustomer: It’s not letting me is it another way to pay\nHuman Agent: You would just need to update your Google play payment method"]
["Customer: Why can I no longer access the history back to midnight \nCustomer: I haven’t switched my plan. I had previously been able to see back to midnight of the current day \nCustomer: I have no subscription \nHuman Agent: Hi my name is Wendy.  One moment let me check your account.\nHuman Agent: I don't see any active cloud plans connected to this account so with the basic free plan included with the app you can playback up to 10 second motion alert clips from the past 12 hours.\nCustomer: From the time  I purchased these cameras until the last few days, I had been able to see all activity  back to midnight of the current day. When was that changed. \nHuman Agent: Are you having trouble with playback on all 4 cameras or one specific camera?\nHuman Agent: If you tap on the \"events\" tab are you unable to view the motion alert clips there?\nCustomer: The only thing I can see are the 10 seconds clips when there was motion alert.  I used to have access to the full recording back to midnight. \nHuman Agent: You had 7-day cloud plans on ZMD18ECIH800247 cincy kitchen , ZMD18ECIH800209 cincy family room but those expired in November.\nCustomer: Are you telling me that these cameras without a subscription only allowed me access to the 10 second alerts of the current day? \nHuman Agent: Correct.  The basic cloud plan lets you playback up to 10 second motion alert clips from the past 12 hours."]
["Customer: I need to stop my payment do not use the camera anymore \nCustomer: Thanks \nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like your camera is going through google for the processor, to cancel the subscription you would go into the play store, click your profile in the top right, select subscriptions, then choose the subscription and tap cancel, you will know it is canceled when it says the expiring date."]
["Customer: Troubleshooting\nCustomer: SPEAK SPANISH\nCustomer: Troubleshooting\nCustomer: Agent\nCustomer: Ok gracias\nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon, ¿en qué puedo ayudarte?\n\nCustomer: Gracias amigo dilo\nCustomer: Disculpa molestarte\nCustomer: Ayer reactive mi cuenta para 2 camaras\nCustomer: Y decía que eran 5y centavos mensual\nCustomer: Me cobraron 66 dls hijo\nCustomer: Podrías ayudarme\nCustomer: Y explicarme  si eres tan amable\nCustomer: Gracias\nHuman Agent: Se inscribió en un plan de clips anual que cuesta aproximadamente $ 30 por año por cámara. Entonces, con dos cámaras costaba $59,99 más impuestos.\n\nCustomer: Entonces ya pague el año\nHuman Agent: Sí, suscribiste dos dispositivos para una suscripción de clips anual.\n\nCustomer: Pregunta disculpa mi ignorancia\nCustomer: Si pongo 4 camaras más en la siguiente semanas cuanto pagaria\nCustomer: Pienso que me equivoque de paquete\nHuman Agent: En ese momento, el plan de clips domésticos por $99,99 por año sería lo mejor, ya que cubre dispositivos ilimitados en la ubicación. Cuando actualice, recibirá un reembolso prorrateado según el tiempo restante de su suscripción actual y luego se le cobrará por la nueva.\n\nCustomer: En la siguiente semana puedo agarrar este paquete con las 4 camaras \nHuman Agent: Bueno. Podría aplicarse a todos ellos en ese momento para que todos estén en un solo plan.\n\nCustomer: Tendría que pagar algo.Por que yo cobro el próximo viernes y podría hacerlo\nHuman Agent: Bien, sí, ese plan cuesta $ 99,99, aunque recibiría un reembolso prorrateado según el tiempo restante de su plan anterior, que también se aplicaría a este nuevo. Cuando lo desees y te sientas cómodo, puedes cambiarlo.\n\nCustomer: Ok \nCustomer: Otra pregunta\nHuman Agent: Seguro.\n\nCustomer: A ver si puedes guiarme .Yo no tengo experiencia  en tecnología .Yo puedo ver en mi cell las camaras como puedo hacer para que mi esposa vea también las camaras en su cell.GRACIAS\nHuman Agent: Si desea que ella tenga el mismo acceso que usted, puede ingresar el correo electrónico y la contraseña de su cuenta al iniciar sesión. De lo contrario, también puede crear su propia cuenta y luego, una vez hecha, existe la opción de compartir dispositivos. a otra cuenta.\n\nCustomer: Ok perfecto,le voy a decir a mi hija que nos ayude en esto\nHuman Agent: Bueno. ¿Hay algo más en lo que pueda ayudarte por ahora?\n\nCustomer: Muchas gracias Dilon,tienen algún número telefonico\nCustomer: Muchas gracias por tu ayuda y Bendiciones para ti y tu familia.\nHuman Agent: No lo hacemos, pero podemos organizar devoluciones de llamada según sea necesario. Sin embargo, las devoluciones de llamadas en español tienden a ser más limitadas y se basarían en la disponibilidad de nuestros agentes de habla hispana.\n\nCustomer: Si anteriormente hablaba Marcel. PERO ES TODO NUEVAMENTE GRACIAS\nCustomer: Cuidate,buen trabajo AMIGO\nHuman Agent: ¡Bien, que tengas un buen día y un buen fin de semana!\n\nCustomer: Graciad"]
["Customer: Refund \nCustomer: I paid for vault service thinking it was cloud service. Can I transfer it\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Unfortunately, the Vault Plan cannot be transferred to the Cloud Plans. If you want to cancel the Vault Plan, then you can go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option.\nCustomer: I know the cloud can't be refunded but can the vault? \nHuman Agent: Unfortunately, the vault service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date. \nCustomer: I thought the vault included the cloud. So there is no way to use the $60 I spent on the cloud instead \nHuman Agent: The Cloud Plans are separate from the Vault Plans and there is not a way to transfer your Vault Plan to a Cloud Plan. You would need to subscribe separately to a Cloud Plan if you want to put one or more of your cameras on to a Cloud Plan.\nCustomer: There should be something on there that states that the vault storage is useless if you don't have cloud storage. I have been using this system for 2 years and all of a sudden I can't see past footage. I've always been able to go back 12hrs and not I can't see any past footage. Is there a reason for that\nHuman Agent: There has not been any change to the motion events. What do you see when you tap on Events in your app?\nCustomer: Yes it won't let me see it\nCustomer: It says I have to buy cloud storage now to see past events\nHuman Agent: Can you send a screenshot of what you see when you tap on the event in your app? And does it show the same for all of the cameras? Or just specific devices?\nCustomer: And vault storage is on the options so I purchased it since it was an option and I still can't see anything\nCustomer: All but 2 I think won't let me see anything. If I back out of this screen will it close the chat\nHuman Agent: No, the chat will remain open for at least 7 minutes. I'm sorry, I thought you had gone to the Events tab when I asked earlier.\nCustomer: D/static_file/697b9f6652_1_20250307102457.png\nCustomer: D/static_file/f1f94186df_1_20250307102504.png\nHuman Agent: Okay, it looks like it is one camera, \"Left Side\" that is having an issue. Are you able to see the video from \"Front Door\" or \"Shed\"?\nHuman Agent: It looks like \"Left Front\" may also be having that issue. I can sync and restart the cameras and then you can try to set off an event and see if that helps.\nCustomer: D/static_file/8a7ea1bb0e_1_20250307102704.png\nCustomer: This one works\nCustomer: D/static_file/2c46bd719e_1_20250307102753.png\nCustomer: And this one\nCustomer: The rest dont\nCustomer: Ok. Let me know when to check \nHuman Agent: What about \"Right Back\" and \"Shed\"?\nCustomer: No on those\nCustomer: I have 7 cameras only 2 are letting me watch events\nCustomer: Is synking and restarting something I can do myself in the future? I usually don't touch anything if I don't know what it does\nHuman Agent: Alright, because they look like the events from \"Front Door\" which was letting you view events. Have you tried setting off an event on any of the cameras after the sync and restart?\nCustomer: I've never tried to \nCustomer: How do I sync and reset\nHuman Agent: I have already synced and restarted the cameras. It is not something you do from your end.\nCustomer: Ok it is now letting me watch events but the ones previous to now I still can't watch. I'm guessing those are gone\nHuman Agent: Unfortunately, it is likely that the sync and restart would not change anything that was already recorded and so those would probably not be recoverable.\nCustomer: Ok. How about this. I had some cameras that allowed me to watch continuous and now only a few seconds. \nCustomer: That's of past events\nHuman Agent: If you had continuous footage, that would have been from the cloud plan free trial that you have used on the cameras. Each camera gets 1 month of a Premium Plan free trial. You have used that plan on each of the cameras. So that is probably what you are remembering.\nCustomer: The trial ended a year ago. And I've still been able to see it all this time just no more than 12 hrs back\nHuman Agent: No, there is not a way to view continuous footage of the last twelve hours. That would just be the motion events like you are seeing now.\nCustomer: Well I must have had a glitch cause I have been\nCustomer: Just only on some of them\nHuman Agent: If that was happening, then it should not have been, so it would not be something that you should be seeing now on the cameras.\nCustomer: Ok that's a bummer. I used to look back and watch things that happened with my animals. \nCustomer: I want to make sure I understand something correctly. If I purchase cloud storage I have to purchase it for each camera separately \nHuman Agent: The Cloud Plans are per device. So you can subscribe just one camera, or you can subscribe multiple, but the price will increase for each additional camera.\nCustomer: That sucks that I can't transfer the money I just spent on the vault to the cloud storage cause that's all I wanted was to be able to watch things that happened on the camera on the animals\nCustomer: So is the vault pretty much useless without the cloud\nHuman Agent: You can save clips or pictures from the video that you have to the vault if you want.\nCustomer: Ok. I'm upset I can't get that money back then but I do appreciate your help with cameras\nHuman Agent: I am sorry that I cannot help with the Vault Plan. Do you have any other questions?\nCustomer: That money would have at least don't that one camera for a year. No that's it thank you\nHuman Agent: You're welcome."]
["Customer: Hello\nCustomer: Speak with representative \nCustomer: Does the camera record still even if it’s disconnected from the internet? \nHuman Agent: No, the Wi-Fi camera on your account would need to be connected to the internet to view the Live video or to record to the cloud."]
["Customer: Okay what information do I need to have to give to the officers and who is it that they are to contact to get this camera footage from November 1st noon to November 2nd noon it will be a full 24 hours and it only needs to be on my back camera\nCustomer: I use the zmodo cameras \nHuman Agent: Hi my name is Wendy.  \nHuman Agent: It looks like you signed up for cloud today.  Paid cloud plans start when purchased, it does not allow you to playback footage from before the cloud plan started.\nCustomer: Okay well would there be any way for the officers to get camera footage from November 1st noon to November 2nd noon on my back camera\nHuman Agent: No.  Unfortunately we do not store footage longer than what you pay for.  You didn't have an active cloud plan on Nov 1st .  Only thing that would be available is any clips you may have saved to your phone's photos\nCustomer: Okay well thank you for your time and hopefully these officers can get what they need for this ongoing investigation\nHuman Agent: You're welcome"]
["Customer: I'm try to find out 2 things (1) I have 2 camera's and I was paying $ 49.99 for both! Surly I can get some kind of discount for both. (2) I don't know when my bill is due, so if you could assist me with that as well, applying the discount of course!\n\nThank you so much, enjoy your day ✌️❤️\nCustomer: I would like to talk to customer service\nCustomer: Hello \nCustomer: Helllo\nHuman Agent: I took a look at your account. You have two subscriptions. First is a Yearly Premium Plan for one device. That subscription is $49.99 and is set to expire on 10/12/2024 and is processed through the web app. The second subscription is also a Yearly Premium Plan for one device. That subscription is $49.99 and is set to expire or renew on 10/15/2024 and is processed through your Apple account.\nCustomer: But I need to change all of that because it was in someone else's name who no longer lives here\nCustomer: And surely if I combine the two there's some kind of discount! Everyone I have spoken with gets discounts for multiple cameras.\nCustomer: So do I just need to do a whole new account with the two cameras?\nHuman Agent: It looks like the first subscription is canceled, so when that subscription expires you can start a new subscription on that camera. It looks like the second subscription was canceled, but you can check the status of it to see if it is still canceled or not in the Apple account that was used to manage the subscription. To check the status of your subscription managed via Apple. Open the Settings app. Tap your name at the top. Tap Subscriptions, find the subscription then tap on it to see its status.\nHuman Agent: There is not a discount for multiple devices. If you want to subscribe to the same plan for both devices, it would be $49.99 per device.\nCustomer: Okay so do I need to get with the person who had the subscription through their Apple\nCustomer: Ok thank you \nHuman Agent: You would want to check the Apple account that was used to manage that subscription. As I said, it looks like it was canceled, but you can check to be sure it is still canceled.\nHuman Agent: You're welcome."]
["Customer: How do I cancel monitoring?  It is trying to bill and I do not want to renew.\nCustomer: Agent\nHuman Agent: Let me take a look at your account.\nHuman Agent: Thank you for your patience. I see a Yearly Premium Plan for two devices on your account. I have canceled that subscription and it will not try to renew again,\nCustomer: Thank you!\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Help with cloud service\n\nCustomer: Agent\nCustomer: Agent\nCustomer: Hi Kylie. \nCustomer: I'd like to subscribe to cloud service for my 4 cameras. However when I try it says it's no able to do it can u help me \nCustomer: Hello? \nHuman Agent: Hello, you've reached customer care,  When you  subscribe what kidn of error pops up? if possible can you take a screenshot of what it shows for the error?\nCustomer: Yes give me a second \nHuman Agent: Okay\nCustomer: D/static_file/afdca05169_1_20241209134804.jpg\nCustomer: D/static_file/a797102add_1_20241209134808.jpg\nCustomer: D/static_file/2de9ddcf37_1_20241209134810.jpg\nCustomer: It comes up that way no matter if I use the sho app the meshare or the zmodo app\nHuman Agent: Yes, currently you do not have an active subscription, you are trying to go into the subscriptions area not to the top of the subscription area. You would want to go to the top of the cloud subscription area, select the plan and pricing and click subscribe then go through the steps to resubscribe. \nCustomer: Any idea how to get me cloud service please ? \nCustomer: I did and it still comes up as all those \nCustomer: I've tried everything. \nCustomer: It won't let me change a plan or even start a new one. \nHuman Agent: What happens when you try to start a new one what error occurs?\nCustomer: When I click the subscribe button for the 4.99 plans it still comes up as it won't let change subscription \nCustomer: Says it can't change my subscription plan \nHuman Agent: Okay, unsure why that is occurring. Only other way you would be able to subscribe is from our web app. The website for that is https://user.zmodo.com/login You would log into your account then go to the cloud area and subscribe there. \nCustomer: I've tried it says error and won't let me sign in. Is there anyway u can do it through this chat? \nHuman Agent: No, we cannot take your payment info and do it for you via chat or phone call at all, it is something that has to be done by yourself unfortunately. \nCustomer: I just don't know why it won't let me sign up. \nHuman Agent: If you have trouble signing in you can always reset the password if needed. \nCustomer: Ok\nHuman Agent: Let me know if you still have trouble at all.\nCustomer: Do u have any products for sale that are the repeaters? \nCustomer: I did have to change my repeater to a nvr. Because the 8 channel repeater I had broke. Do u have any I scan purchase \nHuman Agent: We do not have any repeaters for sale, we no longer make or sell those. The only thing that is available is the 4CH NVR repeaters and we list those on eBay, I can send you a link if you would like that."]
["Customer: Hi. I need to cancel my subscription but I removed 2 camera devices already so I don't see the option to cancel the subscription anymore \nCustomer: not working\nCustomer: can't cancel\nCustomer: agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I've assisted with cancellation so it will not renew further. \nCustomer: ok, for which account? i have 2\nCustomer: the mobile # or the email?\nHuman Agent: The mobile number you contacted from. I do not know your other account. \nCustomer: thanks\nHuman Agent: No problem, is there anything else I can help you with?"]
["Customer: Troubleshooting\nCustomer: Can’t view footage\nCustomer: I did and still nothing\nHuman Agent: Hi my name is Wendy\nCustomer: I subscribed to 24/7 footage. When I try to view it, it says I have no cloud plan and cannot view footage.\nHuman Agent: Are you needing help with camera named mailbox?\nHuman Agent: Which camera says you have no cloud plan?  What is the name or device ID?\nCustomer: No. It’s front patio\nHuman Agent: You have a clip trial on front patio.  YOu should be able to view the motion alert clips on the \"Events\" tab.\nCustomer: I tried. It says no plan \nCustomer: My patio umbrella blew down and I need the video of it.\nHuman Agent: On the \"events\" tab do you see any motion alert events for front patio?\nCustomer: I’ll look\nHuman Agent: Looks like you started the trial today for Front patio.  \nHuman Agent: the plan starts when you start the trial, it doesn't allow you to playback footage from before the trial was started.\nCustomer: Is there any way to get that footage!\nHuman Agent: No. \nCustomer: Fantastic\nHuman Agent: the clip plan starts when you sign up for a trial, it doesn't playback footage from before the trial was started.\nCustomer: Now though even after I signed up it says no cloud plan \nCustomer: Also I thought I had the continuous plan. Do I?\nHuman Agent: It is a trial you don't have a paid cloud plan on front patio.   It looks like you signed up for the trial less than an hour ago? so you should be able to playback clips from the past 30 minutes or so?\nHuman Agent: No, front patio is on a clip trial. not the continuous plan\nCustomer: How do I get continuous plan?\nHuman Agent: You would want to cancel the clip trial then sign up for a continuous plan on the app.  \n\nTo cancel the trial you will need to follow the info in this link:  https://support.apple.com/en-us/HT202039\n\nHuman Agent: You will need to cancel then wait for the clip plan to expire then you can sign up for a continuous plan\nCustomer: This is not a user friendly app.\nHuman Agent: To cancel the clip trials you would need to do that through your Apple account subscriptions not from the Smartz app.  but when you sign up for the continuous plan you need to do that from the Smartz app\nCustomer: I am here. I have cancelled the dubsctiptions\nCustomer: I want the continuous plan so I can access any time on any of my devices, how do I do this?"]
["Customer: Need to cancel all subscriptions\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see how you subscribed. \nCustomer: Ok thank you\nHuman Agent: it looks like you have two cameras subscribed currently, the processor is google, I am unable to cancel the subscription on my end due to that, you will have to cancel the subscription from the google subscription area. You would go to the play store, click your profile in the top right, select subscriptions then look for the sub and tap on it, at the bottom or top it will have a cancel option. You will know it is canceled successfully if it shows the expiring date. \nCustomer: Ok I will try that.  Thank you\nHuman Agent: your welcome, is there anything else I can assist you with today before we go?\nCustomer: I was only able to cancel one subscription.  Does that make sense?\nHuman Agent: yes, it will show one subscription on it, both devices were subscribed but on gogole it shows as one whole subscription because they were subbed together. \nCustomer: Looks like it was for two cameras\nHuman Agent: yes\nCustomer: So they should be all canceled?\nHuman Agent: If it shows the expiring date on the subscription if the google subscription area, yes they are all canceled. \nCustomer: Perfect thank you!\nHuman Agent: Your welcome, have a great day\nCustomer: You as well"]
["Customer: I need a reimbursement for the 49.99 payment they just come out\nCustomer: It was for zmodo subscription fee\nCustomer: The 7day subscription is what I need reimbursement for\nCustomer: Need further assistance \nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date."]
["Customer: Subscription issues \nCustomer: Live rep\nCustomer: Hi\nCustomer: Same issue \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you explain the issue?\nCustomer: D/static_file/65c54cba6e_1_20250106131650.png\nCustomer: I have subscription for three devices and only two devices on active\nCustomer: D/static_file/d234c6075c_1_20250106131825.png\nHuman Agent: Can you go to the susbcirptions area for apple and take a screenshot of what it shows there and send it to me?\nCustomer: Ok\nHuman Agent: also did you when you resubscribed, resubscribe fr0m the apple area or did you do it from the app?\nCustomer: D/static_file/f92ff40f0b_1_20250106132125.png\nCustomer: Both I tried \nCustomer: I cancelled app and resubscribe from apple\nHuman Agent: Doing so from apple would not work, cancel again from your apple account then resubscriebe from the app again.\nHuman Agent: Let me know if when you do that again if it still does not allow you to enable the camera.\nCustomer: Hi"]
["Customer: Cancel subscription \nCustomer: 1\nCustomer: Won’t let me cancel \nCustomer: Agent \nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: Yea\nHuman Agent: Open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option.\nCustomer: Okay thanks \nCustomer: Done thanks \nHuman Agent: You're welcome."]
["Customer: Hi. I have a subscription but I can’t access the recording \nCustomer: -1\nCustomer: Hi. I have a subscription but I can’t access the recording \nCustomer: Troubleshooting\nCustomer: Support\nCustomer: HI. Good afternoon. I have a subscription but I can’t access the recording \nHuman Agent: I do not see an active subscription on your account. Can you tell me what subscription you should have?\nCustomer: D/static_file/e0602238bc_1_20240917140809.png\nCustomer: I renewed purchases on 02/02/2024\nHuman Agent: It shows that was the renewal date, but not that it renewed. You may want to check the Apple account that you used to start the subscription.\nHuman Agent: To check the status of your subscription managed via Apple. Open the Settings app. Tap your name at the top. Tap Subscriptions, find the subscription then tap on it to see its status."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Live agrnt\nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\n\nCustomer: Hey Dillon \nHuman Agent: Hi, how can I help you?\nCustomer: I have the cloud but when I’m trying to subscribe my stairs camera I cant\nCustomer: Not thru Zmodo or meShare \nHuman Agent: It looks like you currently have a plan through Smartz for unlimited devices. Are you just trying to apply that? If so, you'd need to make sure you're in the Smartz app, go to the cloud page, hit view details on your subscription, then edit next to enabled devices. \nCustomer: Okay perfect thanks for you help\nHuman Agent: No problem, anything else I can help you with for now? \nCustomer: No thanks 😊\nHuman Agent: Okay, have a good weekend!"]
["Customer: I want to cancel my subscription \nHuman Agent: Hi my name is Wendy\nHuman Agent:  One moment, let me check your account to see how you are subscribed.\nCustomer: Ok\nHuman Agent: You are wanting the cloud plan on camera ZMD19H3I8D11170 cancelled?\nCustomer: Yes \nHuman Agent: one moment\nHuman Agent: Cloud plan on ZMD19H3I8D11170 has been cancelled.\nCustomer: So I will not to pay on next month, right?\nHuman Agent: That is correct.  The cloud plan on ZMD19H3I8D11170  is cancelled.  It  will no longer renew unless you sign up for a new cloud plan on the camera\nCustomer: Ok, thanks \nHuman Agent: You're welcome"]
["Customer: How do I unsubscribe\nCustomer: How do I stop membership\n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You do not seem to have any subscriptions tied to this account. Did you have another account with a subscription?"]
["Customer: Hello, my name is Hilarion. I want you to help me because I can't put a plan on my Zmodo camera.\nCustomer: Yes\nHuman Agent: Hi Hilarion, my name is Wendy.\nCustomer: When I want to put a plan on my camera it says I already have a plan\nCustomer: Set up\nHuman Agent: You are having an issue with trying to sign up for a cloud plan?  Do you get an error message? or what happens when you try and subscribe?\nHuman Agent: ZMD15FADA220714 pasillo? this is the camera you are wanting to sign up for a cloud plan?  There isn't an active plan on this camera.\nHuman Agent: Did you try and subscribe through your Apple subscriptions account?"]
["Customer: I can't access cloud on my garage camera it said I need a new subscription but should be current until December 2024.\nCustomer: It sated that the subscription is good until December 2024.\nCustomer: My subscription is still valid as I renew every December\nHuman Agent: Hi my name is Wendy.  One moment I will check your account.\nCustomer: Thank you Wendy\nHuman Agent: Could you please provide your Apple purchase history screenshot showing the payment history for the Zmodo cloud plan subscription? link with how to find this here: https://support.apple.com/en-us/118212\n\nCustomer: I am at work and will do this when I get home.\nHuman Agent: okay sounds good.  \nCustomer: If you look at my subscriptions it will show a valid subscription in my subscriptions.\nHuman Agent: We have limited information for Apple plans.  It can help if you could provide your Apple payment history for the cloud plan.\nCustomer: This is a intermittant glich as it fixed itself before.\nCustomer: But I will research it and copy to shat tommorow.\nHuman Agent: thank you!"]
["Customer: I'd like to close my account \nCustomer: Agent \nCustomer: Agent \nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: Close my account \nCustomer: Yes \nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option."]
["Customer: Set up\nCustomer: I'm trying to buy cloud storage but when I click on what device nothing happens\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You have no cameras on your account. You would need a cloud capable camera on your account to start a subscription. \nCustomer: Why can I see my cameras live if I have non\nCustomer: If I have no cameras on my account \nHuman Agent: Are you possibly talking to me on a different account?\nHuman Agent: Ah, I see, I apologize, you have no cameras on this account, but you have cameras shared to you from another account. \nHuman Agent: You would have to subscribe on the account the cameras are on, not on accounts the devices are shared to."]
["Customer: Agent \nHuman Agent: How can I assist you?\nCustomer: The situation is is, I am paying for service on six cameras all four are enabled. I paid for new service this morning because it says expired which it is not expired until 18 February but now I paid for service this morning for. five cameras and it still says no service. fence drive shop.\nHuman Agent: You can edit the enabled devices in your app. Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “Enable” at the bottom."]
["Customer: Can't add annual plan\nCustomer: I'm unable to add the Platinum plan to four of my cameras it's giving me issues\nCustomer: What's the number for customer support\nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I review your account. \nCustomer: Yep I think there's a glitch I'm trying to add the Platinum to like four of my cameras it's saying like they already have plans but they don't and then it won't let me on mobile app at plans to them it's messed up\nCustomer: Hello?\nHuman Agent: I see you do already have that plan in the app on Back door , Snake Roof 1, Snake Alley (which is currently offline), and Snake Roof 2. \nHuman Agent: Those do all seem to be recording properly as well. Was there an issue you were having with them? Or were you trying to subscribe others? \nCustomer: Snake trailer?\nCustomer: I want that plan on every single camera I have \nHuman Agent: Snake Trailer is not subscribed. If you want to add it to the current in-app plan, you would need to go to the app's cloud page, choose the plan, hit subscribe, leave the current 4 selected, then select any other available cameras you'd like to add it to. That would then increase your 4 device plan to a plan for however many you select. It would issue a prorated credit for the time remaining on your current plan and charge you a prorated amount based on the time until your next renewal. The majority of your other plans you have subscribed separately through us so they have various billing dates, but if you would prefer to not go through Google and subscribe them separately, you may do that instead on user.zmodo.com\nCustomer: Hello\nCustomer: ?"]
["Customer: How do u cancel my subscription\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I check your subscription. \nHuman Agent: It looks like your subscription was cancelled on 10/29/24."]
["Customer: Troubleshooting\nCustomer: I replaced my two cameras, the replacements work but the iCloud will not connect \nCustomer: -1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account, one moment\nCustomer: Ok\nHuman Agent: It looks like when you deleted the other two cameras you did not remove the cloud service from them so the cloud service was still tied to them, this makes it so you cant enable it to another camera until its disabled from it. I was able to do that for you and take the subsciptions off the two old cameras so you should now be able to enable your new cameras\nCustomer: Thank you!  I will try and reconnect this afternoon \nHuman Agent: You would close and reopen the app, then in the app you would go to the subsciption area, scroll down to subsciptions then tap edit or select device, then you would select the cameras and tap enable.\nCustomer: Awesome \nHuman Agent: Okay that's no problem, If you have any trouble with enabling feel free to contact us again and we can walk you through how to enable the cameras should you have need it. \nCustomer: Thank you!\nHuman Agent: Thank you as well. Have a great rest of your day. Farewell"]
["Customer: I want to cancel my service.\nCustomer: Agent\n\nCustomer: Agent\nHuman Agent: Please give me a moment to look up your account and subscription information.\nCustomer: Device ID ZMD14D8E2209818\nCustomer: I want to cancel this 7 day plan at $4.99mth\nHuman Agent: It looks like there are two subscriptions on your account. One through your Google account for 2 devices. It looks like that subscription may already be canceled, but you can check the status of that subscription in your Google account. To check the status of your subscription managed by Google, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to see its status.\n\nThe second subscription was managed through the web app for one device. I have canceled the subscription for that camera.\nHuman Agent: That camera is the camera on the second subscription for one device that I am able to cancel and I have canceled it.\nCustomer: Thank you\nHuman Agent: You're welcome. Do you have any questions?\nCustomer: No, Appreciate your assistance\nHuman Agent: You're welcome."]
["Customer: I need customer service please\nCustomer: I paid today under the name of Gerbie Arganosa \nCustomer: I paid today \nCustomer: Paid today under the name of Gerbie Arganosa \nCustomer: The cancell this payment under the name of Gerbie Arganosa \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I check your billing history. \nCustomer: Yes please \nHuman Agent: I do not see any current payments. Was this through Apple?\nCustomer: I paid $199.99 under the name of Gerbie Arganosa my wife\nCustomer: Google\nCustomer: Before through apple\nHuman Agent: Was this not on your account?\n\nHuman Agent: Would you be able to provide the Google transaction ID? It would start with GPA."]
["Customer: I can't seem to get my East driveway camera to subscribe \nCustomer: I'm trying to get it under my subscription but it keeps asking me a password and tells me the password is wrong \nCustomer: I need customer support now \nHuman Agent: Are you trying to subscribe through the mobile app on your iOS or Android device?\nCustomer: Yes \nCustomer: I just reactivated one of my cameras and I would like to get it on the same billing as my other 2 cameras \nHuman Agent: Then it is asking for the password to your Apple or Google account. You can try to reset that password. Otherwise, you can subscribe through the web app at user.meshare.com\nCustomer: Oh the password for my Google account? I thought it was wanting my meshare password \nHuman Agent: Either way you subscribe, it would not be on the same subscription as the other cameras. You would be starting a separate subscription for that camera.\nCustomer: How can I get it on the same billing cycle as my other 2?\nHuman Agent: You would not put it on the same subscription. You would need to start a separate subscription for the camera."]
["Customer: How can I move subscription from garage camera to back division camera?? \nCustomer: It’s not letting me do so \nHuman Agent: Hello, my name is Grant. The subscription on the camera named \"Garage\" is not one that you can swap between cameras in the app. I cannot move the whole subscription, but what I can do is cancel the subscription on the \"Garage\" camera and move the remaining subscription time to another camera."]
["Customer: Customer service\nCustomer: I bought the 435$ package 11/7/24 and now it says I have no cloud service\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account, one moment\nHuman Agent: It looks like you currently do not have any cameras enabled on the plan, to enable cameras you would go to the cloud section, scroll down to subscriptions, click edit then choose the cameras you wish to have the subscription and tap enable. \nCustomer: Sounds good TY\nCustomer: Let me attempt that\nHuman Agent: Okay\nCustomer: It says error \nCustomer: Issue is I bought the platinum plan; it shouldn’t expire until 11/7/25\nCustomer: Once expired we go back to the clips play\nCustomer: When I look at platinum plan it says expired; but it should be good until 11/5/2025\nHuman Agent: Okay, Can you go to your apple subscriptions area to see what plan it shows is there and see if it shows as active or not?\nCustomer: On the subscriptions; it shows where I cancelled the clips plan, and it show the clips plan starting 11/5/25; doesn’t show the platinum for the year plan\nHuman Agent: Okay, whatever apple shows you have for the subscription is what would be active, perhaps you did not subscribe to the plan you were wanting?\nCustomer: It was working great until couple days ago\nHuman Agent: Okay, it looks like all cameras are just not enabled, if its preventing you from enabling you can cancel the plan and resubscribe so it will enable the cameras, but you would want to make sure you resubscribe to the same plan and pricing so it does not charge you again, so you would want to be sure its the same plan with apple for that process. \nCustomer: It doesn’t even show the platinum plan being there at all 🤷‍♂️🤷‍♂️\nHuman Agent: Okay, that means that you did not have that plan then, im unsure if this is just an error with apple, it shows for me that apple is the processor for the subscriptions for you so you may want to contact apple for further subscription assistance from their end if you think tis an error.\nCustomer: It shows in purchase history?? Who can fix this for me??\nHuman Agent: If it shows in the purchase history then that means you have had the susbcription so you can cancel then resusbcribe as I stated before, you jsut would have to make sure its the same plan and same pricing as before for it to enable.\nCustomer: My question is why should I have to do this?? Will they charge another 399$$\nCustomer: I paid 435$ on 11/7/24 for the year; it was all working fine; why is it gone\nHuman Agent: I do not know, we don't have the power to alter apple or google subscriptions, perhaps clicked something or something occurred on apples end you may want to contact them for further info regarding that.\nCustomer: It appears to have me back on the 99$ clips plan to start 11/5/25; it wants to charge me another 399 for the platinum to start 11/5/25;  all I want is the current platinum plan I’ve already paid for to work\nCustomer: If you can’t do this ; who should I call?\nHuman Agent: Okay, it sounds like You will need to contact apple in order to see if they can assist with this billing issue to get that sorted first so you are able to get the same plan again without it charging you again."]
["Customer: I am needing to get help with a certain timeframe on one of my devices from last night. When I was clipping a section of the video, I noticed that the footage is cutting out and stalling. This video is extremely important and I am needing to get the section that was cutting out.\nCustomer: Everything is functioning properly. I have checked my connection and everything is fine.\nCustomer: I just did. I have reached out before with issues due to sound on my certain time frames on a video and customer service checked into my camera and gave me a little more help than what I’m receiving now. Is there no way to see if it’s damaged or whatever the case is on your end?\nCustomer: I am needing to get help with a certain timeframe on one of my devices from last night. When I was clipping a section of the video, I noticed that the footage is cutting out and stalling. This video is extremely important and I am needing to get the section that was cutting out. My internet is fine. I am having no issues with anything else in my house regarding internet. \nHuman Agent: There could be a few reasons that footage is 'cutting out' or 'stalling'. Unfortunately, we would not have any footage that you do not have access to in your app.\nCustomer: Ok thanks \nCustomer: I have Another thing I need Help with \nHuman Agent: Alright, what do you need assistance with?\nCustomer: Two I have two different devices on my account. One is very old and one is a newer model. My main house camera I know has iCloud storage but is stating that I don’t. I pay for that account. I also tried to add my other device as a second device and was having issues with that. Can you please let me know what I am currently subscribed to for each device, how much I am paying for each device monthly and if there is a way to combine into one account that I pay for?\nHuman Agent: The camera named \"Main House\" has the Monthly Platinum Plan. The camera named \"Extra\" is not subscirbed. You can see the subscription information in the Cloud tab of your app. You can also check the status of your subscription managed via Apple. Open the Settings app. Tap your name at the top. Tap Subscriptions, find the subscription then tap on it to see its status.\nCustomer: Just making sure u are still there \nHuman Agent: Yes, I am. Did you receive my message with information about your subscription? I will send it again in case it did not go through.\nHuman Agent: The camera named \"Main House\" has the Monthly Platinum Plan. The camera named \"Extra\" is not subscribed. You can see the subscription information in the Cloud tab of your app. You can also check the status of your subscription managed via Apple. Open the Settings app. Tap your name at the top. Tap Subscriptions, find the subscription then tap on it to see its status.\nCustomer: ?"]
["Customer: Troubleshooting\nCustomer: How do I cancel my subscription?\nCustomer: Thank you\nCustomer: 1\nHuman Agent: Hi my name is Wendy\nHuman Agent: I am unable to cancel the subscription on my end, as you are subscribed via Google but you can follow this guide on how to cancel your subscription via Google. https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid"]
["Customer: When using PayPal for subscription payment which password am I supposed to use Google account or PayPal account\nCustomer: When using PayPal to subscribe for cloud service what account password is being requested to confirm the payment\nCustomer: How do I use PayPal to pay for subscription cloud service\nCustomer: -1\nCustomer: What password is being requested when making subscription payments\nCustomer: When attempting to pay subscription cloud service what password is being requested\nCustomer: Attempting Traxxas payment methods to update and endless loop occurs\n\nCustomer: Using Zmodo app to change payment methods under me or my account. When I click on payment methods the PayPal app cues up endless loop\n\nCustomer: Access on PayPal app under me, payment methods. Cues up endless loop\nCustomer: Getting an endless loop when attempting to use Zmodo app under me icon using payment methods\nCustomer: PayPal app. Me icon access account, click payment methods. Cannot stop in Les Loop in payment methods\nCustomer: When I use this Emoto app to change payment methods I am getting an endless loop and the payment methods screen\nCustomer: Endless loop underpayment methods in Zmodo app\nCustomer: Attempting to change payment methods in Zmodo app gives me endless loop under the payment method\nCustomer: -1\nCustomer: Payment management under me in Zmodo app is in endless loop what do I do\nCustomer: How do I reach out to customer support for additional help because I have done everything on my end possible\nCustomer: Agent\nCustomer: Okay Grant\nHuman Agent: If you are subscribing through the mobile app, the payment is processed through your Google or Apple account (depending on if you are on Android or iOS). You would not change the payment method in the Zmodo app, but in your Google or Apple account.\nCustomer: I have changed everything in my Google payment section to reflect that PayPal is the account of payment choice. Yet when I am queued up by the Zmodo app to enter a password and I enter the password for Google pay. Which is the password to my Google account and I just reset it so I know what it is. I still get a decline payment queue from Zmodo\nHuman Agent: If it is not processing through your Google account, then you can go to user.zmodo.com and log in to the web app. Then you can subscribe through our payment processor instead of Google and you can enter the payment information that you want to use.\nCustomer: Okay that's excellent information that the chat bot did not provide me so I will go that direction that's all I need thank you very much\nHuman Agent: You're welcome.\nCustomer: No problem and thanks again I'm out here continue the excellent service with another of your multitude of customers lol! Thanks again peace\nHuman Agent: You're welcome. Have a good day."]
["Customer: I am paying for cloud service and the camera that is suppose to record isn't showing the latest video\nCustomer: -1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I see that you have two cameras subscribed, I cant see the video however it is telling me both of those cameras are online and have recordings that can be accessed. What are the names of the cameras you are trying to review the playback for?"]
["Customer: Troubleshooting\nCustomer: Recording taking too long to be available to watch from the cloud \nCustomer: -1\nCustomer: My subscription has been active for years. \nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Help\nCustomer: Agent \nCustomer: Ok\nHuman Agent: The footage that is available in the Playback menu is always going to be a little behind the live footage due to the camera needing to upload the footage to the cloud server and then the app is pulling the footage from the recorded backlog instead of the current live video. \nHuman Agent: Typically it is at least a few minutes behind the live footage, but can sometimes be longer depending on the network connection. What are you seeing when you go to the Playback footage?\nCustomer:  I read that it takes 10 to 20 seconds to be able to review the footage. It’s taking mine 5 to 10 minutes.\nCustomer: If you event, if there was an intruder, 5 to 10 minutes, they could be long gone before I could even see what happened.\nCustomer: Also, is there any way for the recording to be extended from 10 seconds to 20-25 seconds?\nHuman Agent: 5 to 10 minutes is not that unusual for the Playback, especially if it does not have a strong network connection. You can try rebooting the camera and rebooting the router. If that does not help, then you would want to check the upload bandwidth and the signal strength at the camera.\nCustomer: Hello?\nHuman Agent: No, there is not any way to change the length of time of the motion event. However, the two cameras that are subscribed to the Premium Plan are recording continuously, so you would be able to see the video from before and after the event.\nHuman Agent: Are you receiving my messages?\nCustomer: I just now got a message. I understand they are recording continuously. However, I can only access video that last about 10 seconds. And it’s taking five minutes for it to download at least.\nHuman Agent: Which camera are you trying to view the event from?\nCustomer: The event videos are only about 10 seconds long.\nCustomer: They all work the same.\nHuman Agent: Two of your cameras you will be able to see the continuous footage, so you would be able to see the footage from before and after the 10 second motion event. The third camera is not subscribed, so you would only be able to see the 10 seconds of the motion event.\nCustomer: Hello \nHuman Agent: Two of your cameras you will be able to see the continuous footage, so you would be able to see the footage from before and after the 10 second motion event. The third camera is not subscribed, so you would only be able to see the 10 seconds of the motion event.\nCustomer: Let me check.\nCustomer: So why are the two That are subscribed, taking 5 to 10 minutes to download?\nHuman Agent: 5 to 10 minutes is not that unusual for the Playback, especially if it does not have a strong network connection. You can try rebooting the camera and rebooting the router. If that does not help, then you would want to check the upload bandwidth and the signal strength at the camera.\nCustomer: If that’s not unusual, that’s not good.\nCustomer: I’ll check. Thanks \nHuman Agent: You're welcome."]
["Customer: Recording membership \nCustomer: Set up\nCustomer: The iCloud record membership is for all cameras of all separate \nCustomer: How much are yhe meberships \nCustomer: How much are the iCloud memberships \nCustomer: Can someone call me \nCustomer: -1\nCustomer: Your iCloud store subscription how much is it? \nCustomer: I have 6 cameras from your company. Do I need a subscription place for each one?? \nCustomer: Plan**\nHuman Agent: There are two subscription plans in the Zmodo app. There is the Premium Plan which saves the video for 7 days. The Premium Plan is $4.99 per month or $49.99 per year. The Platinum Plan saved the video for 30 days and is $9.99 per month or $99.99 per year. All of the subscription plans are per device.\nCustomer: Hi \nCustomer: Why is the subscription per device. That is very expensive. Ring company camera doesn’t have that its one plan for all devices \nHuman Agent: That is the way the subscriptions are managed and priced, they are per device. Ring is a different company so may have different ways that they manage and price their subscriptions and cameras.\nCustomer: Hello???\nCustomer: I will have to remove them from my property. That is very expensive $300 for me to send on recording \nCustomer: I will make sure to do a bad review on Amazon that is where I bought them. I didn’t see anywhere on the description about how much plans would cost per device \nHuman Agent: I understand. The subscription information is available in the Cloud tab on the app. Do you have any other questions?"]
["Customer: Two of my devices are no longer working due to the flood of Hurricane Milton\nBack at 3008 Shannon Drive and Boat side . Remove from the subscription \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like you've already cancelled your entire subscription from Apple so none of it would renew, correct? \nCustomer: Well, that’s for the annual subscription that expires in Jan 2025\nHuman Agent: Yes, that is the only subscription I'm seeing tied to this account. It was for 6 devices and I do see you've deleted two of them from the account. The subscription itself though shows you've already cancelled it. \nCustomer: So I still have service until Jan 2025 right?\nHuman Agent: Yes. \nCustomer: No credit for the two devices that are not being used\nHuman Agent: No, but you would still have the service on your account so if you do replace them while the service is still active, you could move it onto the new devices. \nCustomer: Okay thank you\nHuman Agent: No problem, is there anything else I can help you with?"]
["Customer: Good morning, My account shows no subscriptions but I am still being charged. When I try to delete my payment method, it shows that I still have a subscription.\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I review your subscriptions. \nHuman Agent: It looks like you deleted the camera from your account and when prompted that the device was subscribed, you had chosen to remove it without cancellation. Would you like me to go ahead and cancel it? If I do not hear back, I will assume you want it cancelled and will cancel so it will not renew further. You'll still have the full service time you've paid for on it or I could move it to another device if you would prefer. \nCustomer: Yes please. I no linger have any zmodo devices.\nCustomer: longer\nHuman Agent: Okay, it has been cancelled so it will not renew further. Is there anything else I can assist you with for now?"]
["Customer: Payment \nCustomer: I'm being charged two times \nCustomer: Agent \nCustomer: Agent \nCustomer: Agent \nHuman Agent: It looks like you started two subscriptions. I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: Not sure \nCustomer: Yes\nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option.\nCustomer: Which subscription is 16.16 a month the one for 14.98\nHuman Agent: One subscription is the Platinum Plan and the other plan is the Advanced Vault Plan.\nCustomer: Thank you \nHuman Agent: You're welcome.\nCustomer: Why won't my second camera connect with a solid blue light \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Its wearing off\nCustomer: Zk8_BFS23NM\nHuman Agent: Can you send a screenshot of it and maybe I can figure out what the Device ID is? \nHuman Agent: That is the FCC ID, not the Device ID.\nCustomer: FCC ID: ZK8_BFS23NM\nHuman Agent: I do not need the FCC ID. I would need the Device ID. It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nHuman Agent: Can you send a picture of the sticker on the camera?\nCustomer: It's rubbed off\nCustomer: It's not allowing me to take a picture or send one\nHuman Agent: You would take a picture with your phone and you can attach it to the chat. You can also send it to support@zmodo.com.\nHuman Agent: Otherwise, if the light is solid blue in the camera, then you can try a LAN Search in your app.\n\nMake sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nHuman Agent: Sorry, that is for the Zmodo app, the steps are almost the same for the Smartz Eaze app, let me send you that.\nCustomer: Done\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Smartz Eaze app and tap on Devices. Then tap on Add Device and the four squares in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nHuman Agent: What is done?\nCustomer: I sent my picture to zmodo support \nHuman Agent: It does not look like we have received the email yet. What email did you send it from?\nCustomer: Thackeralexandria585@gmail.com\nHuman Agent: Alright, can you try the LAN Search in your app?\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Smartz Eaze app and tap on Devices. Then tap on Add Device and the four squares in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: There is no wired camera or wifi camera option \nHuman Agent: What do you see on that screen?\nCustomer: It's supposed to play a video but don't \nHuman Agent: What does it say at the top of the app?\nCustomer: Then I press get ready add my wifi password the camera connect to wifi but don't read qr\nHuman Agent: Okay, so you do not want to do the QR Code setup. You need to tap on the four squares in the top right corner on the screen before you enter your Wi-Fi password. I will send the instructions again.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Smartz Eaze app and tap on Devices. Then tap on Add Device and the four squares in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: Thank you so much can you tell me how to change subscription for 2 camera \nHuman Agent: You would subscribe through your app, but you would need to select both devices.\nCustomer: Where\nHuman Agent: Go to Cloud and then select the subscription you want and you would select both devices you want subscribed.\nCustomer: Thank you soon much for your help have a great day\nHuman Agent: You're welcome. You have a good day, too."]
["Customer: Help with cloud\nCustomer: Agent\nCustomer: Hi I need help getting my cloud set up\nCustomer: I need all my cameras on the four plan\nCustomer: It says I have it but I only want the ones I have connected to my phone on cloud \nHuman Agent: Alright, let me take a look at your account.\nCustomer: Thx\nHuman Agent: Alright, you will want to edit the enabled devices in your app. Tap on Cloud and scroll down to the active subscription. Tap on View Details and then tap on Edit. Then you can select the cameras you want to enable and tap on Enable.\nCustomer: Yea it gives me an error messge\nCustomer: Saying I have No active cameras even though I’m paying for 4\nHuman Agent: Yes, that is because you had removed cameras from your account that were still subscribed. I have already cleared the subscription from those cameras. So now you will want to edit the enabled devices.\nCustomer: Thank you\nHuman Agent: You're welcome."]
["Customer: Person\nCustomer: Hi do you need my information I have the cloud backup service for all of my cameras and it looks as though I'm no longer subscribed even though I have an active account\nHuman Agent: Let me take a look at your account. What do you see when you tap on Playback for your cameras?\nCustomer: Account os under Jenawenaboo@yahoo.com. I have 6 cameras\nCustomer: D/static_file/ad53fbbafa_1_20250310155355.jpg\nCustomer: D/static_file/c6b192998f_1_20250310155422.jpg\nCustomer: D/static_file/e63256a1f0_1_20250310155440.jpg\nCustomer: Photos attached\nCustomer: Today I can't even clip anything. The scissors are no longer there. Those photos were from yesterday\nHuman Agent: That is the live video for a camera and it looks like you took a picture or a clip. How about if you tap on Playback instead of Live? Or if you tap on the Playback button in the bottom right corner of the Live view?\nCustomer: I don't want to talk to play back. Because I don't want to watch everything in speed motion. That's not what I paid for\nHuman Agent: The picture you sent is from the Live view, so it would not have the scissors icon to make a clip, because that is in the Playback.\nCustomer: As said those pictures are from yesterday\nHuman Agent: The Playback is the recorded footage. What you are talking about right now is the Flashback, which shows the day in fast forward.\nCustomer: The issue with the scissors started today\nHuman Agent: Yes, the picture you sent is from the Live video, not the recorded video in the Playback.\nCustomer: All I know is I used to be able to cut up to 30 minutes and download it. Which I can no longer do\nHuman Agent: Okay, lets take a look at it now. Can you go back to the Home page of your app?\nCustomer: And when I try I get the message in the picture that I showed you\nHuman Agent: I understand. I am trying to walk you through troubleshooting so we can resolve the issue.\nCustomer: Ok thanks\nCustomer: Sure what should I do at the homepage\nHuman Agent: Can you go back to the Home page of your app? Then can you tap on Playback?\nCustomer: Will I lose you if I do that\nHuman Agent: No, the chat will remain open for at least 7 minutes. And if it does time out, then you can always start a new chat.\nCustomer: Ok\nCustomer: Yes I was able to do that.\nCustomer: But I want to quit from live footage\nHuman Agent: Okay, and what do you see? Does it show you the recorded footage?\nCustomer: Clip\nCustomer: Yes for the playback yes it shows me the recorded footage. For playback\nHuman Agent: Okay, so then the cameras are recording properly to your cloud plan. \nCustomer: Then how come when I clip it says I have no Cloud plan like in the photo I sent you\nCustomer: D/static_file/e9f7ebf806_1_20250310160055.jpg\nCustomer: D/static_file/4220335237_1_20250310160131.jpg\nHuman Agent: That is different from the Cloud plans. That is not what the message says at all. The message says that the clip you made is saved to your camera roll. It then says you can subscribe to a Vault Plan if you want to in order to also save it to the cloud in your Vault plan.\nHuman Agent: What do you see when you go to your phone's photos?\nCustomer: I had your cameras for years and I've never come across that issue.\nCustomer: Nothing from zmoto\nCustomer: Except old videos\nCustomer: Isn't the cloud and the Vault the same thing\nCustomer: My plans are all different, some save for a week some for a month\nHuman Agent: No, the Cloud Plans and the Vault Plans are entirely separate. The Vault Plans are new with the new update. It is a completely different thing that allows you to upload and save files and images to the cloud.\nCustomer: What's the cloud definition \nHuman Agent: The Cloud Plans record continuously and save the footage for 7 days or 30 days depending on the plan that you have.\nCustomer: And what's the definition of the Vault plan?\nCustomer: Please tell me the difference between the two. What one can do and not the other?\nHuman Agent: As I mentioned previously, it allows you to upload and save files and images to the cloud. You can also see the features in the Vault tab and in the popup in the screenshot you sent.\nCustomer: But isn't everything safe to the cloud when you have a cloud plan?\nCustomer: *saved\nHuman Agent: The footage is recorded to the cloud and saved for 7 days or 30 days depending on the subscription plan.\nCustomer: Are the recordings that we record saved?\nCustomer: On the \"plan before the upgrad\"\nCustomer: Upgrade \nHuman Agent: The cloud plans record the footage continuously and save it to the cloud. You can see that recorded footage in the Playback menu. You can then review the footage and make clips of that footage if you would like before it is removed after the 7 or 30 days depending on the plan.\nCustomer: so what does the new \"vault cloud\" do that the the old cloud doesn't do?\nHuman Agent: It allows you to upload clips or images from your cameras if you want to save them to a Vault Plan.\nCustomer: Ok\nCustomer: I don't see where to select to view my cloud footage anywhere on the app now. It only says vault \nHuman Agent: You tap on Playback in order to view the footage. If you want to see your subscriptions and the status, you tap on Store.\nCustomer: No \nCustomer: Let me show you\nCustomer: D/static_file/0dd4c7fef2_1_20250310162112.jpg\nCustomer: That use to say cloud \nHuman Agent: Tap on Store.\nCustomer: Ok\nCustomer: D/static_file/fe2444a14e_1_20250310162322.jpg\nCustomer: D/static_file/ddcce96648_1_20250310162339.jpg\nHuman Agent: Yes, that is where you go to see the details of your Cloud Plans. Which is what the old Cloud tab showed.\nCustomer: So what do I click on to see it\nCustomer: Please walk me through it\nCustomer: I really appreciate you\nHuman Agent: To see the footage that is recorded? You go to the Home page and tap on Playback.\nCustomer: Got it\nCustomer: One more question! \nCustomer: Give me a min\nCustomer: I'm good thank you\nHuman Agent: You're welcome.\nCustomer: Yes have a good one\nHuman Agent: Okay, do you have any other questions?"]
["Customer: Cancel any and all subscriptions \nCustomer: Cancel \nCustomer: Agent\nHuman Agent: Alright, let me take a look at your account.\nCustomer: Okay I do not have any camera systems with this app anymore I just got charged $49.99 I would like to dispute and cancel\nCustomer: Just please take my card off file and no other future transactions please\nHuman Agent: Thank you for your patience. I see a Yearly Premium Plan for two devices on your account. I have canceled the subscription and it will not charge you again.\nCustomer: Okay thank you anyway that I will get that refund\nHuman Agent: Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date. \nCustomer: Okay thank you so all future transactions are not going to happen any longer cancel all the subscriptions please on this app\nHuman Agent: I have canceled the subscription that was still active on your account.\nCustomer: Ok"]
["Customer: recordings are choppy and are basically useless\nCustomer: I tried to review some video but the video is so choppy and blurry its un useable\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I tried to review some video but the video is so choppy and blurry its un useable\nHuman Agent: Are you able  to take a screenshot of how it looks?"]
["Customer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I some how clicked on Platinum and I don’t get platinum, can you change it for me?\nHuman Agent: No, I am not able to change plan from my end. \nHuman Agent: We dont take/alter payment info from our end to do it for you due to privacy and security measures.\nHuman Agent: If you want to change it, you can try subscribing to a different plan from the cloud area."]
["Customer: I don't havebur Services anymore. But the Company went into my other account for a Payment. I would like a Refund\nCustomer: How do I get in touch with an Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie, Let me look up your account one moment.\nCustomer: Okay\nHuman Agent: It looks like for the subscription It is still active right now for all 3 of your cameras and the processor is Google. I am not able to cancel the subscription from my end due to this . You will need to cancel from the google subscriptions area. To get there, open the play store, click your google profile in the top right, choose subscriptions then tap on the subscription and chose cancel, you will know it is canceled successfully when it shows an expiring date. \nCustomer: Okay Thanks\nHuman Agent: No problem, any other questions before we go?"]
["Customer: I purchased more cameras and my old plan was not the plan and my old plan I needed but I could not just upgrade.  So I purchased a new  plan and the old plan was just charged for renewal,  Can you remove the old plan and refund me the money?\nCustomer: What is there number?\nCustomer: What is the customer support phone number?\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: Lets see if you can resolve my issue.\nCustomer: I purchased more cameras and my old plan was not the plan and my old plan I needed but I could not just upgrade.  So I purchased a new  plan and the old plan was just charged for renewal,  Can you remove the old plan and refund me the money?\n\nCustomer: yes\nHuman Agent: I looked up your account subscriptions now, it looks like you had 3 cameras renew on 1/18/2025 2 of the cameras are currently on the account, the third camera appears to be one that you removed from the account but did not unsubscribe. Would you like for me to cancel the subscription for that camera so it does not renew in the future for you?\nHuman Agent: the three cameras that renewed are subscribed to the 7 day yearly plan that renewed on 1-18-25 as well so you are aware. \nCustomer: I would like to remove the $99 plan because the other plan will cover the cameras I will be using.\nHuman Agent: Okay, No problem. That is the 7 day plan which has 3 cameras subscribed for that so one moment while I cancel the subscription for those 3 cameras. \nHuman Agent: I unsubscribed all 3 cameras from the 7 day plan successfully for you, they will no longer renew in the future for this plan and will have the 7 day plan until 1/18/2026 unless you choose to enable them to another plan instead which will change that to the new plan.\nCustomer: i am still here. did you cancel the $99 plan and refund the amount?\nHuman Agent: I canceled the cloud service as requested yes I sent a message above, if you cannot see it I can resend it no problem. Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date.\nCustomer: That is not an acceptable answer please schedule me to talk to an agent.\nHuman Agent: That will not change the situation, its in our terms of service that the cloud service is non refundable when subscribing and this is agreed to in order to subscribe.  You did not cancel this plan and it renewed as its a subscription and auto renews unless canceled. \nCustomer: I tried to cancel the plan and it did not allow me to cancel.  I thought that since I was getting a better plan the second plan would cancel and not renew.  Please make me an appointment to talk on the phone with an agent.\nHuman Agent: I understand you are unpleased with the outcome and our policy, But we do not have callbacks for already resolved matters, this issue was resolved and I let you know our policy regarding refunds.\nHuman Agent: Is there anything else I can assist you with today beyond what we have already gone over and covered regarding the cloud service before ending the chat?\nCustomer: It is not resolved.  The old plan I had was only for 7-Day Cloud Service (3 Devices)  I now have 7 devices that I want to monitor. I could not use the old service.  I added all the cameras to the new service.  I have been wtih Zmodo for 7 and now 8 years and we are going to part ways for $99.79?  I am going to go the American Express and tell them to investigate and get the money back.  Please return the money.   \nCustomer: I am still here.\nHuman Agent: 2 of the cameras are actively using the 7 day cloud service on the account right now, it is being utilized. Regardless of this though as I mentioned the cloud service is non refundable as per our policy which was agreed to and a refund will not occur for the service. \nCustomer: Kylie you are not a very good customer service agent.  Thanks for trying to help and failing me the customer.  I will continue to pursue this with my American Express.  Have a great day.\nHuman Agent: No problem, so you are aware We will dispute any disputes you create with the bank as we are providing the services and they are actively being utilized by the cameras. \nHuman Agent: Have a wonderful day as well, take care."]
["Customer: Having trouble with my account\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: I’m having trouble with my accounts. I’m only able to view an event and not continuous like I’m paying for. At least I believe that’s what I’m paying for. Also, my account seems to keep resetting not sure what that’s all about.\nHuman Agent: Can you give me more information about what you mean by your \"account seems to keep resetting\"? I am not sure what you mean by that.\n\nAs far as the subscription goes, which camera are you having trouble with?\nCustomer: Right now, the Lakeview camera\nCustomer: By resetting I mean one day it works another day it doesn’t\nHuman Agent: The \"Lakeview Bedroom\" or the \"Lakeview porch\" camera?\nCustomer: Porch\nCustomer: Most days it works fine with continuous feed, but then other times it just gives me events\nCustomer: Without continuous feed\nHuman Agent: That camera is not subscribed to any subscription plan.\nCustomer: It appears that I’m paying for two different accounts.\nHuman Agent: You can edit the enabled devices on your subscription if you would like. Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “Enable” at the bottom.\nCustomer: D/static_file/7cd03d6349_1_20250203165823.jpg\nCustomer: I have devices on another account and this is a second account so I can add additional devices. Why am I having trouble?\nHuman Agent: It looks like that is an old subscription that did not renew. So you can start a new subscription for the camera if you want it to record continuously. The other three cameras are on a Clips plan in the Smartz Eaze app. If you want to enable the subscription on that camera, then you would do it in the Smartz Eaze app.\nCustomer: OK, last question. How many devices can I have on my newer unlimited account?\nCustomer: It says unlimited. So I just need to add extra devices where it says enable device, edit?\nHuman Agent: Yes, you would just tap on Edit and you can add as many devices as you have to that plan.\nCustomer: OK, thank you very much and have a good day\nHuman Agent: You're welcome. You have a good day, too."]
["Customer: Set up\nCustomer: I deleted one camera and set up a new camera. Does my account still cover all three\nCustomer: how do I add the new camera to my subscription?\nHuman Agent: Hello, my name is Grant. You can edit the devices enabled on your subscription in your app.\nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “Enable” at the bottom."]
["Customer: Troubleshooting\nCustomer: I need a camera switched out on my existing plan.  Please remove the camera name Najar and add the camera name N front    The monthly subscription will be the same.    Please confirm the cameras \nCustomer: -1\nCustomer: Please reread the question.  It’s understandable u less you’re a robot \nHuman Agent: Hi my name is Wendy.\n\nGo to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\nCustomer: It doesn’t allow me to change in this area.  I’ve tried this.  Are you able to do this for me please.  \nHuman Agent: No I can't do it on my end.  What happens when you try?\nHuman Agent: Do you get an error message?\nCustomer: I got it to work thank you \nHuman Agent: You're welcome"]
["Customer: I subscribed for 2 cameras and discovered one doesn’t work - to remove it from service I had to go back through subscription process- please make sure I’m charged for 1 camera and have not doubled up - thanks \nCustomer: -1\nCustomer: No\nCustomer: I need a real person \nHuman Agent: It looks like your subscription was canceled for one of the devices. However, the subscription is managed through your Apple account, so you may want to check the status of the subscription in your Apple account. To check the status of your subscription managed via Apple. Open the Settings app. Tap your name at the top. Tap Subscriptions, find the subscription then tap on it to see its status."]
["Customer: We recently had a delivery hit a brick retaining wall 🤦🏽‍♂️. We tried signing up for the cloud right away but it was too late. We just need the clip and can give you a time frame, date, and the camera. Didn’t know if Zmodo would be able to look it up for us.  \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Cameras without cloud service all the short clips will overwrite after 12 hours from the creation, so unfortunately if by the time you subscribed that footage was already overwritten there's nothing that can be done to retrieve it because its gone due to being overwritten."]
["Customer: Transfer cloud service\n\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Agent \nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: One of my cameras died. I replaced it. But I want to transfer my cloud service to it. \nHuman Agent: Okay, you can go to the cloud tab of your app, hit view details on your subscription, then hit the edit button next to enabled devices to choose which devices are assigned cloud from your current plan."]
["Customer: How do I cancle my subscription\nCustomer: I am unable to find the cancel info on the app\nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like you have 1 camera subscribed, the processor for the subscription is Google, I am not able to cancel the subscription from my end due to this. You will need to cancel from the google subscriptions area. To get there, open the play store, click your google profile in the top right, choose subscriptions then tap on the subscription and chose cancel, you will know it is canceled successfully when it shows an expiring date."]
["Customer: Do i currently have cloud services \nCustomer: Why don’t I have cloud services anymore? I paid\nCustomer: I deleted my payment option and now it canceled my service service\nHuman Agent: Hi my name is Wendy.  I see one active cloud plan on camera ZMD33EUE8277580.  This camera is not currently connected to an account.\nHuman Agent: Are you needing help getting it setup?"]
["Customer: I have two cameras that have not been working since Saturday\nCustomer: -1\nCustomer: I have two cameras that have not been working since Saturday\nCustomer: 1\nCustomer: Ho\nCustomer: Hi\nCustomer: I have two cameras that have not been working since Saturday\nCustomer: -1\nCustomer: I have two cameras that have not been working since Saturday\nCustomer: -1\nCustomer: Set up\nCustomer: No working \nCustomer: I've already done everything and two cameras don't work\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  liveroom & parking show offline.  What color are the indicator lights on the cameras? and are the lights blinking or solid?"]
["Customer: Hello, is there a way I can save my recordings from my camera to my phone or email my recording to someone?\nCustomer: I apologize I’m still here\nCustomer: It’s a recording from Feb 13th that I can play back is there a way I can save that \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account, one moment\nCustomer: I would like to save it to my phone longer than 7 days, because it will delete from my camera in 7days\nCustomer: Hello \nHuman Agent: Your subscription is 7 day plan, this means after 7 days from the point the clip is created you are able to view and save it, after 7 days have passed the video overwrites to make room for more footage.\nHuman Agent: If youw ant to view the playback you woudl click playback next to the camera, then at the bottom select the callendar and it will show you the dates where footage is, you can select the day, it will take you to the begining of that day which is typically 12AM as that's when one day switches to another. Then you can scroll through the time wheel with your finger and select different times and areas for that day\nHuman Agent: Blue, means there is no motion and the camera takes a photo every 10 seconds that it compiles into a video, Yellow and Red mean there was motion, Only difference between yellow and red is that the Red denotes that an alert was sent on that day, it doesn't mean the red are more or least important compared to the yellow areas, it just denotes that an alert/notification was sent."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: What doesn’t cloud work? Have subscription\nCustomer: I have a subscription for cloud services that are not available on this app\nHuman Agent: Hello, my name is Grant. What do you see when you go to the Playback for the cameras?"]
["Customer: I’m inquiring about a charge to my mothers credit card for me share \nCustomer: Ok I tried calling support services but was advised they are no longer taking calls\nCustomer: Ok\nHuman Agent: The charge would likely be for a subscription for Cloud recording. What is the email address for the account?\nCustomer: Noresm6659@gmail.com"]
["Customer: Hi Mira\nCustomer: Now, I was able to reset the subscription and need the cost adjustment\nCustomer: Please, I've spent the entire morning on this ish\nCustomer: I just told you\nCustomer: The cost needs adjusting\nCustomer: Agent\nCustomer: Grant i was able to get the subscription, now I need an adjustment to the cost. I pay 4.99 for the first and 2.99 for additional cameras\nHuman Agent: The Premium Plan subscription is $4.99 per month for the camera. That bundle discount is no longer available, so any new subscriptions would be at the regular price.\nCustomer: Adding the camera back is charging me 4.99 twice in my subscription \nCustomer: Ok\nHuman Agent: Do you have any questions about the pricing or any other questions?"]
["Customer: Cancel membership \nCustomer: Agent\nCustomer: Ok\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: Ok\nCustomer: Yes\nCustomer: Hello?\nHuman Agent: Open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option.\nCustomer: Ok thx\nHuman Agent: You're welcome."]
["Customer: I want to cancel all cloud service\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see how you subscribed, one moment \nCustomer: I do not believe I subscribed....I would like to cancel any subscriptions\nHuman Agent: it looks like your subscription is for 2 cameras and goes through google for the processor, I am unable to cancel the subscription on my end due to this, however it is easy to unsubscribe, you would open the play store, click on your profile in the top right, choose subscriptions and after you select the subscription it will have a cancel option bellow. \nCustomer: Not sure why you can't cancel, but I will try\nHuman Agent: Like I said, the processor is google, we don't have access to their payment system to cancel it on our end for you unfortunately. \nCustomer: OK---just tried and it should be canceled....thank you for directing me. \nCustomer: Good-by\nHuman Agent: Fantastic, Have a great day, good bye"]
["Customer: Hi I need to make my payment \nCustomer: Yes \nCustomer: How can I get to customer care agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like your subscription was going through apple for the processor, to update your billing info you would go to your apple account, then tap on subscriptions, then either click on subscriptions or tap on billing and update the payment info from there."]
["Customer: hi \nCustomer: now i have premium subscription and day ago payment was processing. Can I upgrade my subs?\nCustomer: what about difference price i already paid for premiun? can i refund for that? Or \nCustomer: can i have phone number for that soving?\nCustomer: Agent\nCustomer: agent\nHuman Agent: The subscription on your account is managed through your Google account. You would need to contact Google support if you want a refund on the subscription."]
["Customer: Agent\nCustomer: Hi, my event marks do not line up with the events, and also when I click on an event it actually brings me past the event. \nCustomer: Hello, are you there?\nHuman Agent: Is the time wrong on all events on all of the cameras? Or is it specific cameras?\nCustomer: All of them\nCustomer: D/static_file/1a23c0e5f3_1_20250122160837.png\nHuman Agent: It is likely that the cameras got desynced from the server time. You can change the time zone on the camera and change it back. That may not change it for past recordings, but should resolve the issue for any future recordings.\nCustomer: I did that, it didn't help\nHuman Agent: Tap on the Live button for the camera and then tap on the Gear icon in the top right corner. Then tap on the three dots in the top right corner. Tap on Device Time Zone and change it to another time and then tap on Device Time Zone again and change it back.\nHuman Agent: As I mentioned, it likely will not changethe past recordings.\nCustomer: Ok, I did that. I guess time will tell. Thanks\nHuman Agent: You're welcome. Please keep an eye on the cameras and check the future recordings."]
["Customer: We had a break-in last night, and although we have cloud recording subscription, it says we have to buy cloud recording subscription to view yesterday‘s video feed.\nCustomer: -1\nHuman Agent: Hello, my name is Grant. You have the Clips Plan on your devices. The Clips Plan records when the camera detects motion. You can tap on Events at the bottom of the app to see the motion events from the cameras.\nCustomer: I am trying to pull up footage from last night and it says I need a subscription however, I already have a subscription\nHuman Agent: I understand, as I mentioned, you have the Clips Plan, so the cameras record when they detect motion, they do not record continuously. You can tap on Events at the bottom to view the motion events that the cameras recorded. If you are viewing an Event and try to scroll outside of that event on the timeline, it will tell you that you need a continuous subscription since the camera does not record continuously.\nCustomer: Megawattcontrols@gmail.com\nHuman Agent: That is the email address for the account that you are contacting us from. Did you have an issue with the email address or a question about the email address?\nCustomer: No, I have a question about my inability to access data even though I have a subscription to be able to access that data for 30 days from the cloud no historical data is available\nHuman Agent: Are you receiving my messages?\nCustomer: Yes\nHuman Agent: I will send the message again explaining the Clips Plan that you have.\nHuman Agent: You have the Clips Plan, so the cameras record when they detect motion, they do not record continuously. You can tap on Events at the bottom to view the motion events that the cameras recorded. If you are viewing an Event and try to scroll outside of that event on the timeline, it will tell you that you need a continuous subscription since the camera does not record continuously.\nCustomer: It shows that the front camera is recording continuously and that is the camera that I need the footage from\nCustomer: Even though there was a robbery there and people were out front it does not show any events\nHuman Agent: There is not a camera named \"front\". What is the name or Device ID for the camera that you are trying to view footage from?\nCustomer: It does, however, show a continuous blue bar like it was recording continuously, which would make sense since it captures every car that drives by\nCustomer: I am afraid if I go out of support to get you the camera name that I will lose this chat\nHuman Agent: The chat will remain open for at least 7 minutes and you can come back to it.\nHuman Agent: If you are seeing a continuous recording bar, that means you are viewing the Local Playback from your NVR system. The cameras on your account are subscribed to the Clips Plan for the Cloud recording.\nCustomer: The camera question is maiden Drive entry\nCustomer: Main\nCustomer: Is there a way to download from the local DVR?\nHuman Agent: Yes, that camera only records to the Cloud for the Clips, it does not record continuously to the Cloud. If you are looking for continuous recording, then you would need to view the playback from the NVR.\nHuman Agent: You can connect a monitor and a mouse to the NVR and view the Playback there.\nCustomer: When I try and access that, it says I need a subscription plan\nCustomer: I have tried accessing it from my computer as well as from my phone and get the same message when trying to scroll back on my NVR\nCustomer: I am not on site, but looking at it remote\nHuman Agent: That is because you are trying to view Cloud Playback. You do not have a continuous cloud plan. You have the Clips Plan for cloud recording.\nCustomer: How do I view the local footage?\nHuman Agent: You can only view the motion clips that the camera makes to the cloud if you are trying to view the cloud recording.\nCustomer: How do I view the local footage that is on my NVR?\nHuman Agent: You can connect a monitor and a mouse to the NVR and view the Playback there.\nCustomer: Ok\nHuman Agent: Or you would need to add the NVR to your account to view it from the app. You would need to be there with the NVR to add it to your account.\nCustomer: How do I add it to my account??\nHuman Agent: Here are the instructions to add an NVR to your account:\n\nPlug in the device to both power and the router, make sure your phone is connected to the same router as the NVR.\nOpen the App and confirm you are signed in with the account you want the device linked to.\nTap the plus sign (+) on the top right and select Legacy, then Smart Kit.\nTap the check mark to confirm the NVR is powered up, this will prompt the app to do a network search for the NVR.\nIf the app locates the NVR it will show you the option to select the NVR and Name it. The name goes on the same line as the Device ID, after entering a name you can adjust the time zone and enter a password for your device.\nLastly tap on the checkmark at the bottom to add the device.\nCustomer: Ok thx\nHuman Agent: You're welcome."]
["Customer: I want to cancel my account\nCustomer: Agent\nHuman Agent: Let me take a look at your account. Do you have a subscription that you are wanting to cancel?\nCustomer: Yes\nCustomer: Thank you\nHuman Agent: I found a Monthly Premium Plan for one device on your account. I have canceled the subscription and it will not renew again.\nCustomer: Thank you\nHuman Agent: You're welcome."]
["Customer: Speak to a real person \nCustomer: Agent\nCustomer: Hello I have a subscription and I can’t see if I have the best subscription or not and I can’t upgrade \nHuman Agent: It looks like your subscription records continuously and saves the video for 60 days. There is not a subscription that we have that records more or saves it for longer."]
["Customer: My cloud service expired and I wasn'tt aware. I would like to add the service back on. Is it possible to recover yesterdays footage?\nCustomer: Would I be able to get footage from this morning?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If the cloud service has lapsed there would not be any continuous footage from before you subscibed. Cameras without a subsciption will take a 10 second clip, have a cooldown which is 3-5 minutes, then if there is still motion or motion occurs again it repeats. To view those short clips you can go to the alert/event section to save and view those. \nHuman Agent: also, the 10 second clips once created last for 12 hours, after 12 hours pass they are overwritten to make room for more footage.  So right now if you try to view the event area you would only see the events from this point back 12 hours from the alert area."]
["Customer: Plis espanish\nCustomer: \"Agente\" \nHuman Agent: ¿Cómo puedo ayudarte?\nCustomer: Gracias\nCustomer: Necesito actualizar la forma de pago para la renovación de la suscripción y no ha sido posible\nCustomer: Tenemos 2 equipos con el servicio\nCustomer: Hoy intentaron hacer la renovación pero el plastico de la tarjeta se venció\nHuman Agent: Parece que tienes una suscripción a través de la aplicación web. Deberá ir a user.zmodo.com e iniciar sesión en su cuenta para actualizar el método de pago.\nCustomer: estoy en la cuenta pero no veo la opción\nCustomer: de actualizar\nCustomer: Me aparece suscribir\nHuman Agent: Iría a la pestaña Cuenta a la izquierda y luego a Gestión de pagos.\nCustomer: Me aparece la anterior tarjeta de crédito, de voy borrar? no aparece la opción de actualizar\nHuman Agent: Sí, cambiarías el método de pago. ¿Qué opciones te da?\nCustomer: modificar la información de la tarjeta de crédito\nHuman Agent: Entonces querrás modificar la información de la tarjeta de crédito si deseas cambiar la tarjeta de crédito que estás utilizando para la facturación.\nCustomer: es correcto\nCustomer: Ya hice la actualización y me llego el correo confirmando el pago de la renovación de la suscripción\nCustomer: gracias\nCustomer: Por su apoyo\nHuman Agent: De nada. ¿Tiene alguna otra pregunta?"]
["Customer: i need help with my subscription\nCustomer: agent\nHuman Agent: What is the email address or phone number for your account?\nCustomer: adam@mbsquincy.com\nHuman Agent: Alright, and what questions do you have about your subscription?\nCustomer: we took over a retail store and agent dillon helped me this morning move the devices to our new account\nCustomer: however, we are trying to pay for the smartz eaze subscription to get 60-day backup and it wont let me because it says all my devices are already subscribed\nHuman Agent: Let me take a look.\nHuman Agent: I apologize for the delay, I will probably just need to clear the current subscription from the cameras so that you can subscribe them. I just need to check and confirm one more thing before I do that.\nCustomer: I'm still here\nHuman Agent: Alright, if you give me a minute, I can clear the subscription that the cameras currently have. Then you can start a new subscription on the cameras.\nCustomer: ok\nHuman Agent: Thank you for your patience. I have cleared the subscription from all of the cameras and you can subscribe them to a new plan if you would like to.\nCustomer: Ok i'm going to try now\nCustomer: why does it tell my $34/month when the website says it will be $15/month\nHuman Agent: Which subscription are you trying to purchase?\nCustomer: safeguard platinum\nHuman Agent: It says that it starts at $14.99 because that is the monthly price for one device. The cost changes depending on the number of devices and whether you subscribe to a monthly or yearly plan. If you are subscribing three or more devices, it is going to change to the Unlimited plan, which is $39.99 per month for an unlimited number of devices.\nCustomer: there is nowhere that says that\nCustomer: which is bait-and-switch pricing, which is illegal\nHuman Agent: I am not sure what you mean. On the https://www.smartz.cloud/price website it says $14.99 per month for a single device and $39.99 for unlimited devices. In the mobile app it says \"Starting at $14.99\".\nCustomer: can i put a screenshot here?\nCustomer: it does not say one divice\nHuman Agent: Then when you go to subscribe for either the web app or the mobile app, it will have you select cameras to subscribe and will show you the price and the number of devices before you subscribe.\nHuman Agent: Sure, you can send a screenshot here or you can email it.\nCustomer: it wont let me paste... where should i email to?\nCustomer: D/static_file/21c503dfc3_1_20250312154301.jpeg\nCustomer: there is the screenshot\nCustomer: it does not say that is limited to one camera\nHuman Agent: Yes, it says \"Starting at $14.99\" which means the price can change and increase depending on what you select.\nCustomer: it does not say limited to one camera\nCustomer: and the system knows how many cameras i have\nCustomer: so that pricing is misleading\nHuman Agent: But it does not know how many you want to subscribe. You do not have to subscribe all of your cameras.\nCustomer: and also, it doensn't explain what the variable pricing would be \nCustomer: so where do you post the prices\nCustomer: because i need to use a system that is not misleading\nCustomer: so i might need to get another system\nCustomer: otherwise your system can pick whatever price it wants and there is no posted price that  i can trust\nHuman Agent: It will show you the price before you subscribe. You can also look at the prices on our website here https://www.smartz.cloud/price\nCustomer: that same pricing information needs to be linked or posted inside the account area\nCustomer: instead of the lesser information that i see in the screenshot\nCustomer: also, does that mean that 2 devices costs $39.99?\nHuman Agent: No, two devices would cost $29.99 because it is $14.99 per device. If you subscribe three or more devices, it changes to the Unlimited Plan, which is $39.99. It will show you the Device Quantity and the cost for the plan before you go to the payment for the subscription. It will also change dynamically when you select a different number of devices.\nCustomer: it is still unfair that when logged in, it tells me $14.99 and nowhere does it say (when logged in) that more cameras costs more money\nCustomer: so can you honor the 14.99 price or should i start shopping for a different system\nHuman Agent: I am sorry that the way it was stated is confusing for you there and that there was a misunderstanding. As I mentioned, it says that it starts at $14.99. That means that the cheapest possible subscription of the Platinum Plan would cost $14.99. The price changes depending on how many devices and if you select the monthly or yearly renewal.\nHuman Agent: At no point was it stated that the Platinum Plan for an unlimited number of devices would be $14.99. If you want to subscribe to a Monthly Platinum Plan for an unlimited number of devices, then it would cost $39.99.\nCustomer: i agree it says \"starts at\" but it never says that more devices increases cost...it never says that anything increases cost\nCustomer: this should be forwarded to your legal team because it is deceptive pricing\nCustomer: so i will start shopping for another system which is not hiding the price\nCustomer: this is not \"confusing for me\" - i am ready exactly what is on the page...your company has chosen to not provide all the information to its customers\nCustomer: \"ready\" should be \"reading\"\nHuman Agent: It states on our website the costs for all of the plans and it shows you the device quantity and the price before it takes you to payment. It shows the prices and tells you the renewal and cancellation policy, as well before you go to payment. It is not deceptive pricing, and I have not had another customer report that it was confusing or deceptive previously. So I apologize that you feel it is deceptive or misleading or confusing. \n\nYou are free to look at another company if you would like. If you have any other questions, please do not hesitate to ask, i would be happy to assist.\nCustomer: i think your legal team should look at the screenshot, compare it to california bait-and-switch laws, and you should let them decide whether they think it's \"not deceptive pricing\"\nCustomer: i don't think you can help me with anything else, goodye\nHuman Agent: I will pass it along to my supervisor, but as I stated, the pricing is all listed out on the website and prior to you subscribing it will tell you the device quantity and the price.\nHuman Agent: Have a good day."]
["Customer: Agent\nCustomer: Ok\nHuman Agent: How can I assist you?\nCustomer: I can’t playback my videos\nCustomer: I’m paying for a service that I constantly need to reach out to you guys to reset it \nCustomer: I have these problem all the time it won’t let me playback clips\nHuman Agent: I can sync and restart the cameras. It looks like the cameras go on and offline, so that may be part of the reason that they desync and stop recording. You may want to check the signal strength at the cameras and the upload bandwidth.\nCustomer: No they don’t they work all the time and I always have you guys reset it \nCustomer: I’m always checking my cameras but I could never playback the only time I do is when I contact you guys to reset it and I only last a day and continues to have the same issue \nCustomer: And you chat is very slow for someone to contact you on a lunch break \nHuman Agent: As I mentioned, the cameras going on and offline may be why the cameras are desyncing and stop allowing you to view recorded video. So I would recommend troubleshooting the cameras and their connection when you are with the cameras. \nHuman Agent: The two most common causes of that are the signal strength at the camera and the upload bandwidth. \nCustomer: So how do I troubleshoot the cámaras when you guys are never online to help\nCustomer: My internet has very good signal I don’t know why the cámaras should be going on and offline I never had these problem\nHuman Agent: Our Live Chat support is available Mon-Fri 9AM-6PM CST. You can also contact us by email at support@meshare.com. The signal strength is something that you can pretty easily test.\nHuman Agent: To test signal strength, you can download an app on your phone. If you are using Android, then you will want to download an app called Wifi Analyzer. If you are using iOS, then you can download an app called Airport Utility. You can use these apps to test the signal strength from your Wi-Fi near the cameras.\nCustomer: The funny part my backyard cámara always plays back it’s the 2 front ones \nThat I’m paying for that never workt\nHuman Agent: The \"Backyard\" camera does not record continuously to the cloud, so it would not get desynced from that cloud server if it has a connection problem."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: My cloud videos are not working\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you having trouble on all cameras or a specific camera?\nHuman Agent: It does appear all of your online cameras are properly recording, though your camera named cam4 is offline and would need to be connected before it can record."]
["Customer: Agent \nCustomer: Customer care agent \nHuman Agent: How can I assist you?\nCustomer: Question I want to add viedo record on two cameras and I already have 2 cameras paid  for until August 2025 but it charged me again the  I already have paid for?\nCustomer: If I unchecked them it's says are you sure you want to disable you will stop the recording for this cameras\nHuman Agent: If you are subscribing through your Android device, then the payment is processed through your Google account. The way Google manages it is you would select all of the devices you want subscribed, the two that you already have subscribed and the two additional cameras. Then you will be charged a prorated amount for the two additional cameras.\nCustomer: Should I Unchecked the ones that are already paid for?\nHuman Agent: No, as mentioned, you would want to have all of the cameras you want subscribed selected. So you would select the cameras that are already subscribed and the additional cameras you want subscribed.\nCustomer: But I'm going to have to pay $200 right instead 100\nHuman Agent: Did you receive my previous message explaining the subscription? I will send it again. It explains that you will be charged a prorated amount for the additional cameras.\nHuman Agent: If you are subscribing through your Android device, then the payment is processed through your Google account. The way Google manages it is you would select all of the devices you want subscribed, the two that you already have subscribed and the two additional cameras. Then you will be charged a prorated amount for the two additional cameras.\nCustomer: Ok but what if I get charged the whole amount by mistake who do I get a hold of for the overpayment I'm just saying \nHuman Agent: The payment is managed through your Google account, so you would need to contact Google support.\nCustomer: Ok"]
["Customer: Hello, does footage get stored anywhere if a subscription isn’t paid for? My dad was found unconscious in the driveway and were hoping the camera saw what happened \nCustomer: Ok, not even in the case of emergencies such as this? \nCustomer: I need to talk to a human \nHuman Agent: Hi my name is Wendy.\nCustomer: Hello Wendy \nHuman Agent: We do not store any additional footage on our end unfortunately.\nCustomer: Ahh ok, it was worth an ask. Thank you \nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: My cloud contract says I have 7 day storage of my cameras video. Yet, I have only been able to see 1 day of recording.  Can you tell me why?\nCustomer: I paid automatically $245 a year for the contacts of the 3 cameras. Who do i talk to in order to find out what I'm REALLY  paying for?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see what subscription you have, one moment \nHuman Agent: I looked up your account, you have 3 cameras susbcribed to the 7 day plan, its set to take the payment anually. I am not able to see the video, however it does tell me if the camera has been recording and online for the last 7 days and all 3 have been. When you click on playback and click the calendar at the bottom does it allow you to select further then a day in the past?"]
["Customer: I need to cancel subscription\nCustomer: Agent\nCustomer: Agent \nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: Yes\nHuman Agent: Open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option."]
["Customer: customer care\nCustomer: Custer care agent\nCustomer: custer care agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\n\nCustomer: i'd like a different agent\nHuman Agent: I am the only agent available at the moment. If you don't wish to speak with me I would advise waiting for another rep later on in the day another rep will be available."]
["Customer: Hi I need to cancel my subscription. I’m in the worst of Hurricane Helene damage and have not had internet since September and currently there’s no provider for my area\nCustomer: Agent\nHuman Agent: Let me take a look st your account.\nCustomer: Ok thank you \nHuman Agent: I see a Yearly Premium Plan for two devices on your account. I just want to confirm, do you want the subscription canceled for both devices? Or is it just one of the cameras you want to cancel the subscription on?\nCustomer: Both please, I don’t have internet at that location and my precious provider has stated they don’t plan to come back to the area. At this time, I have no other option for internet unfortunately so I can’t use either camera \nHuman Agent: Alright, please give me a minute and I will get the subscriptions canceled.\nCustomer: Ok thank you\nHuman Agent: Thank you for your patience. I have canceled the subscription for both devices and it will not renew again.\nCustomer: Ok thank you so much. Hopefully we’ll get internet again and I can subscribe again!\nHuman Agent: You're welcome. You can start a new subscription at any time if you would like to. I hope everything gets restored and back to normal for you as quickly as possible after the storm. Do you have any other questions?"]
["Customer: I am dropping PayPal and I am trying to add a credit card for automatic payment.  It will not let me\nCustomer: Why can’t I delete PayPal \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. One moment while I review your account. \n\nHuman Agent: Do you get an error when you go to add the card? \nCustomer: I removed automatic payment from PayPal. \nWhen I try to add a credit card to my account it will not let me. It seems like it still wants to hook up with PayPal \nHuman Agent: Do you get an error? Are you trying from the website or the app? \nCustomer: I’m try on the app. It will not let me delete the paypal\nHuman Agent: You have to add the new payment first before removing the old one. \nCustomer: I will try again.  I’ve tried 3 times and it doesn’t go through \nHuman Agent: I recommend trying from the website at user.zmodo.com \nCustomer: Why does it say by paying with my card , I agree to the PayPal statement.  \nAre you affiliated with PayPal?\nHuman Agent: No paypal is just the payment method. \nCustomer: I am closing my PayPal account \nHuman Agent: Okay were you able to add the card? \nCustomer: When I add my new card they want me to click on the statement that I posted previous \nCustomer: When I try to delete the PayPal payment , a screen opens and say there are accounts that need to be closed first. \nI did go on PayPal and stopped the automatic payments to Meshare. \nI have no idea what else I can do\nHuman Agent: Do you mind if we just cancel this subscription and have you resubscribe via the website using the payment method you would like to use. \nCustomer: That would be fine.  Will I have a problem logging on with the same name and or number?\nHuman Agent: You wouldn't, its just the phone number and account password you need to sign in. \nCustomer: Ok\nCustomer: Should I try now?\nHuman Agent: Yes, are you signed back in? \nCustomer: Yes\nCustomer: I just deleted PayPal so I should be ok now.  Thank you\nHuman Agent: You're welcome, please remember you need to sign up via the website. If you sign up via the app the billing will go through Google or Apple depending on the phone type. \nCustomer: It sill says .   By paying with my card, I agree to the PayPal privacy statement \nCustomer: I added all me credit card info \nCustomer: I can go no further unless I click that PayPal statement. Then it brings me to the PayPal app\nHuman Agent: Can you send me a picture of what you mean \nCustomer: D/static_file/2fb75c5b8e_1_20241031124523.jpg\nCustomer: When I enter all my info, I can only click on the PayPal statement \nCustomer: D/static_file/6482be00ae_1_20241031124722.jpg\nCustomer: This is the screen I get.  I click on card and it brings me to the other screen\nCustomer: I’m just going around in circles \nHuman Agent: After entering your card information can you scroll down to click on subscribe option under the choose another way pay \nCustomer: I will try again \nHuman Agent: Okay \nCustomer: It brings me back to this\nCustomer: D/static_file/66f207f3f3_1_20241031125207.jpg\nCustomer: That’s what I mean by I’m in circles \nHuman Agent: You dont want to update the payment. Instead tap on the cloud section, select your plan then subscribe. \nCustomer: D/static_file/9b058256c8_1_20241031125708.jpg\nCustomer: I’m trying to click on the plan but nothing is happening \nHuman Agent: Can you zoom out so you can see the bottom section?\nCustomer:  There is nothing to see\nCustomer: D/static_file/897c865882_1_20241031130014.jpg\nCustomer: I clicked on subscribe and the other screen popped up.  Now I’m stuck\nHuman Agent: D/static_file/4327abe65c_1_20241031130238.png\nHuman Agent: If you look at my image under the plan details there is Next payment option that I think your screen is to Zoomed in to see. \nCustomer: I can’t seem to get to that screen that you out up\nCustomer: Put up\nCustomer: D/static_file/7b68516942_1_20241031130534.jpg\nHuman Agent: Can you tap on the 2 AAs on the address bar to Zoom out further on the page? \nCustomer: D/static_file/7471bcccea_1_20241031130833.jpg\nCustomer: Like that?\nHuman Agent: Yes, select the plan and tap on subscribe. let me know if you see the next payment option \nCustomer: I just got a screen that says resubscribe. \nI think I’m all set.   Give me a minute \nHuman Agent: Okay \nCustomer: I can go no further unless I click the PayPal statement \nHuman Agent: Are you okay subscribing via the app. Just keep in mind it will use the card linked to your apple account. \nCustomer: I finally did it .  It took me 2 hours. I hope I never have to do this again\nHuman Agent: I am glad that work, is there anything else I can answer."]
["Customer: Hi this is Maria\nCustomer: I pay for my plan 79.99 year. And I saw the plan is 49.99 now by year. \nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I check your subscription. \nCustomer: Thank you \nHuman Agent: The subscription is $49.99 per camera per year for the plan you have. You have a discounted rate from a promotion we ran in the past giving half off additional devices so that your second device is half off. \nCustomer: Ok. When is my final due\nCustomer: I don't want to renew my plan\nHuman Agent: Okay, would you like me to go ahead and cancel for you then? Cancelling will mean you will no longer have your half off promotion if you would ever resubscribe in the future. \nCustomer: When finished my contract or plan? Can you told me plase\nHuman Agent: You would also still have the full service time you'd already paid for if you cancel so you would have service active through 4/23/25. Would you like me to cancel the subscriptions for you?"]
["Customer: hello\nCustomer: i need the charge returned\nCustomer: cancel subscription \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I looked up your account and It looks like you have 3 cameras subscribed. The processor for the subscription is Google, I am not able to cancel the subscription from my end due to this. You will need to cancel from the google subscriptions area. To get there, open the play store, click your google profile in the top right, choose subscriptions then tap on the subscription and chose cancel, you will know it is canceled successfully when it shows an expiring date."]
["Customer: I bought premium for three of my cameras then they suddenly stop working.\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like your cameras are still online, what kind of issue are you experiecing?\nHuman Agent: Ah, I see the service is now turned off for the cloud itself, though the cameras are online. Did you dispute the charge or get a refund through Google?\nCustomer: Why did the premium suddenly stop working I bought it last week for the three cameras\nCustomer: Why did the premium suddenly stop working for the camera I bought it last week\nHuman Agent: Did you see my previous message? Did you dispute the charge or get a refund through Google?\nCustomer: No\nHuman Agent: Okay, please go into the app, go to the cloud section, tap view details on your subscription, then edit next to enabled devices and select your devices and enable. Let me know if you run into any issues while doing that. \nCustomer: Okay I did that and it's still says subscribe for this service.\nHuman Agent: At what part are you getting that message during my instructions?\nCustomer: Nvm it works now\nHuman Agent: Okay, good to hear. Is there anything else I can help you with for now?"]
["Customer: I need Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Hi I was speaking with You , My phone was Disconnected, I'm trying to pay bill it's not letting Me keep saying My password Wrong or card declined\nHuman Agent: Hello again! did you try to add your card info from the app itself or did you go to the web app user.zmodo.com when you had trouble?"]
["Customer: How do I cancel my subscription?\nHuman Agent: Hello, my name is Grant. I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: No I no longer have an android. I have an iPhone \nHuman Agent: If you do not have access to an android device currently you can follow this guide on how to cancel your subscription via Google. https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid"]
["Customer: Is MeShare connected to this account ?\nCustomer: I am being charged with not having a subscription \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I checked and it looks like you have 3 cameras that are subscribed that were once on this account that it seems you deleted. \nHuman Agent: Those cameras don't tell me what they were named while on the account, but the IDs of those cameras are ZMD14C1E2282743 , ZMD14C1E2283661 , ZMD14EME2240474. Do you want me to cancel the subscription on those cameras for you so they do not renew next year?"]
["Customer: agent\nCustomer: hi kylie\nCustomer: i have an issue with my app \nCustomer: the camara named porch is no recording \nCustomer: by I only have this issue wirh rhe app\nCustomer: on the web on my computee is working and recording fine\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I looked up the account and currently the porch camera is not subscribed, only 2 cameras are subscribed. Previously it looks like you did have 3 cameras subscribed through google, but they are no longer active under that subscription, to get recording on that camera you will need to re subscribe it again."]
["Customer: Troubleshooting\nCustomer: I signed up for this again a few days ago but it says it expired. Not recording \nCustomer: How do I get customer support is the a phone number?\nCustomer: Ok\nCustomer: Are u there?\nHuman Agent: It looks like you have a subscription for one device. The camera on your account that is subscribed is offline. Are you trying to setup that camera? Or did you want to change which camera is subscribed?\nCustomer: I guess I need to set it up. I had two but can’t find the other one. \nCustomer: How do I get it started? My renewal did go through?\nHuman Agent: You have two cameras on your account. Which camera are you trying to subscribe?\nCustomer: Can you change it from the one I used last time? Apparently I am using the other one. Confusing. The one I’m looking at has a blue light. It’s on\nCustomer: Please tell me how to start it. It’s been a long time since I used them\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Ok I’ll look\nCustomer: I need to get my glasses\nCustomer: ZMD14CWE2207759\nCustomer: Did u get it?\nHuman Agent: That is the camera that you want subscribed?\nHuman Agent: So you just subscribed the wrong camera, then. You will want to edit the enabled devices in your app.\nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “Enable” at the bottom.\nCustomer: I sent the number\nHuman Agent: Yes, and I replied after you sent the Device ID. Did you receive my messages?\nCustomer: No\nHuman Agent: That is the camera that you want subscribed?\nCustomer: Yes\nHuman Agent: You just subscribed the wrong camera, then. You will want to edit the enabled devices in your app.\nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “Enable” at the bottom.\nCustomer: Omg. I’m 77 yrs. Can you take over and help?\nHuman Agent: I cannot change which camera is subscribed in your app. Did you get my message with the steps to edit the enabled device in your app?\nCustomer: Yes. Just now\nCustomer: So we are done? I have to do it?\nHuman Agent: You would just want to follow the steps that I gave to edit the enabled devices in your app.\nCustomer: I don’t know if I’ll be able to do that but I guess I’ll try. Are we saying goodbye do I have to come back to you so it can work?\nHuman Agent: If you have any questions or need any assistance, you can come back to the chat or open a new chat for assistance.\nCustomer: Ok thanks. I don’t like this though. Register my complaint. They should be able to turn it on. And I’d like phone service. Have a good night\nHuman Agent: I am not sure what you mean by \"They should be able to turn it on.\" You did start a subscription. You just have 2 cameras subscribed and you subscribed the wrong camera. You would just want to change which camera is subscribed. If you want a callback, you can request that and we can send you a callback appointment form.\nHuman Agent: Please let me know if you have any other questions. Have a good evening."]
["Customer: Live agent \nHuman Agent: How can I assist you?\nCustomer: Hello\nCustomer: I want to add a camera and delete device using same cloud. \n\nOr do i need to cancel the device. I just paid the cloud \n\nThe camera is no good and i want to add new camera using same cloud so i dnt have to pay new cloud \nHuman Agent: We can look at moving cloud time from one camera to another camera. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Hello"]
["Customer: Yes I am trying to get the plan for all 9 of my camras\nCustomer: I had the plan for 99.99 a year for all 9 carmas but now it's trying to charge me 99.99 for one camera \nCustomer: Can I get there phone number \nCustomer: Agent \nCustomer: Sure\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nHuman Agent: I do not see a previous subscription for $99.99. It looks like you most recently had the Monthly Premium Plan for two devices on your account. Before that was the Yearly Clips Plan on 3 devices for $49.99.\nCustomer: I can see it on my purchases \nHuman Agent: Can you send a screenshot of your subscriptions in your app? Or of what you are seeing in your purchases?\nCustomer: I had it on up to 10 carmas for 99.99 but then money got tight so I down graded to 3 carmas for 49.99\nCustomer: Yes\nCustomer: D/static_file/7d3b97aceb_1_20250124103537.png\nHuman Agent: Yes, those are the old plans. The Clips Plan is the $49.99 for a yearly subscription. And you had a Premium Plan for 1 device and then canceled it and later subscribed to the Premium Plan for two devices.\nCustomer: I can go pull my bank statements and show that I paid 99.99 for the plan for up to 10 carmas \nCustomer: I paid it for the year \nHuman Agent: The Clips Plan for up to 10 cameras was $49.99.\nHuman Agent: The continuously recording plans, Premium and Platinum, are per device subscriptions.\nCustomer: No it charged me 99.99 I have the bank statement to provide \nCustomer: That's crazy it comes with four carmas so you are going to charge me that now per Carma \nHuman Agent: The Premium and Platinum plans have always been per device subscription plans. And we sell cameras individually and in packages on 2, 3, and 4.\nCustomer: If that's the case I will go buy a different set of carmas now because there is no way someone is going to pay 50 or 100 per Carma when I know for a fact and have proof that I paid 99.99 for the year for up to 10 carmas \nHuman Agent: You can send me information about the purchase history as I mentioned earlier. It should be in your Google account since the subscription is managed through your Google account.\nHuman Agent: We can take a look at it and see what the subscription was for there. That may help clear up any confusion or miscommunication.\nCustomer: I will return the news ones I just got and go get a different brand because that's crazy I know what I paid for and have proof of were I was charged the 99.99 for up to 10 carmas \nHuman Agent: You can also return the cameras, that is fine as well. We can also go look at those past charges and the proof to clear up any confusion or miscommunication about the subscriptions.\nCustomer: I had a customer service rep help me set it up and I had it for one year on all of the carmas that's why I went and bought 4 more to go with the four I already had \nCustomer: I would not have bought more carmas if I was being charged that per Carma \nHuman Agent: It looks like in the past you contacted us about trying to subscribe multiple cameras to the Platinum Plan and complained at that time about it being $99.99 per device. Later you contacted us about editing enabled devices on your Clips Plan.\nHuman Agent: So it was the same things we have gone over here in this chat. That was initially back in 2021, before you started your first Clips Plan. Then editing the enabled devices was in 2022 after you had subscribed to the Clips Plan."]
["Customer: I'm trying to pay for premium \nCustomer: Its not letting me pay keeps saying error\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. At which point in the subscription process is it giving an error and is it giving any particular error message?"]
["Customer: Can I have the recording of day 11/04/2024 for all day?\nCustomer: I already do the subscription \nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You were not subscribed at that time so the devices would not have been recording to the cloud."]
["Human Agent: I need to speak to someone about my account where o have two camera on it one have pay a subscription for the other is just for alerts but for some reason I'm having to subscribe after I have already done that for the one camera on my account but the other one has been put back just for alerts \nHuman Agent: How do I speak to an agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like you did have a subscirption before through apple, but it looks like you got a refund from the subscirption, when that happens the time is taken away as it has not been paid for anymore so that's why you have no service on that camera, if you wish for it to have service again you would have to resubscribe it. \nHuman Agent: I have a subscription for my camera through my Galaxy Samsung phone which I just paid for a years subscription for gotcha ho and smile bitch does not have a subscription and has not for awhile only gotcha ho has but smile bitch has been used just for alerts and so on\nHuman Agent: And if you look at my account gotcha ho is recording on my new Galaxy Samsung which switched all my information from my iPhone or Apple account you still have on my account\nHuman Agent: Shannon weatherly paid for a yearly subscription that's me through my bank account so apparently money was take out cause my one camera is recording and nothing should have changed because I haven't asked for any changes\nHuman Agent: The previous subscription going through apple was canceled and it looks like you tried to get a refund which was processed like I said, so if you want the camera to be subscribed again you would have to resubscribed it, \nHuman Agent: Right now you only have one camera subscribed through google and that camera is the ZMD19I2IHA19730 camera which is named \"Big ho gotcha\"\nHuman Agent: Look they put it on gotcha ho the remaining time and this is the problem  to many agents not putting in the information I did not get a refund it went to my new camera gotcha hoe at the time from smile bitch\nHuman Agent: I have had to replace 3 cameras within the last year this why I don't like not talking to a person on a phone \nHuman Agent: I can see that a refund was processed in 2023 for the apple subscription at that time which removes any time from then, if you want more then the other camera Big ho gotcha to be subscribed then you would have to subscribe it again. You only have one camera subscribed right now. \nHuman Agent: Yes I am I had a phone call but what I'm saying is there was no refund I just had the agent transfer the remaining time left on the subscription at the time to smile bitch than I had to replace smile bitch with the new gotcha ho not gotcha hoe different spelling on end than I got a new camera and put it a smile bitch but with no subscription"]
["Customer: New payment method \nCustomer: Can you take me to payment method change \nCustomer: Take me to payment settings \nHuman Agent: Hello, you've reached customer care, my name is Kylie. You can update your payment from the me section and tapping on payment management\nHuman Agent: If you have any trouble with that though you can also update your payment info from the web app, you would go to user.zmodo.com then login to your account and update your payment info form the profile or the cloud section."]
["Customer: Hi I signed up for clad storage but I can’t see the last 7days\nCustomer: I need to see footage from 3 hours before I subscribed. How can I do that?\nCustomer: Can I purchase that footage?\nCustomer: How can I contact customer support?\nCustomer: Agent\nCustomer: Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The subscription starts the moment you subscribe, not before that point, if you do not see any video for the time period before the subscription started then the camera did not take a 10 second clip/s and there is no footage for that time period to review.\nCustomer: I do have the clip but i need more than the 10seconds\nHuman Agent: Cameras without cloud service take a 10 second clip wen there is motion to trigger it, has a cooldown of 3 minutes, then if there is more motion will repeat, these clips when created can be seen from the notification section of the app\nCustomer: I have a cloud plan on the camera\nHuman Agent: The camera was not subscribed at the time you are trying to review, there is not continuous footage for that period due to this. \nHuman Agent: only the 10s clips would of been made and that's it.\nHuman Agent: The subscription doesn't \"unlock\"  or \"reveal\" any additional previous video you are lacking, its sadly not there. The cloud subscription starts right when you begin the subscription and effects video after that point, not video from before the sub was started."]
["Customer: cancel subcription\nCustomer: Agent\nCustomer: Hello Grant, I would like to cancel my subcripstion\nHuman Agent: Let me take a look at your account.\nCustomer: I do not have the cameras anymore and I did not know I was in auto renewal\nCustomer: CanI get a refund? and Cancel the subcription for all cameras please \nCustomer: Thank you \nHuman Agent: I see the Premium Plan for 7 devices on your account. Would you like the subscription for all 7 devices canceled? Or are there specific cameras you want the subscription canceled?\nCustomer: Please cancel for all of them\nCustomer: I do not have any of the cameras anymore\nHuman Agent: Alright, I will get the subscription canceled. Once canceled the subscription will not renew again.\nCustomer: Can you do a refund for the remaining? \nCustomer: Like I said I do not have the cameras anymore \nCustomer: are you able to process a refund?\nHuman Agent: Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date. \nCustomer: Yes, but there has to be something you can help with. I did not know that it was auto renwal and since I dont have the cameras anymore I did not realizd until i saw the charge on my credit card\nCustomer: can you get authorization from a manager to do at least partial refund?\nCustomer: it is almost $400 that I would be wastinh\nHuman Agent: I have canceled the subscription so that it will not renew again. Unfortunately no, the subscription is non-refundable. It is not about authorization from a supervisor.\nCustomer: There is nothing at all that you can do?\nCustomer: yo help out\nCustomer: partial refund?\nCustomer: anyone also I can speak with regarding this\nCustomer: There has tobe something I can do to get a refund for this at least a partial one. I do not own the cameras anymore and it is a lot of money \nHuman Agent: I will transfer you to my supervisor and you can speak with them.\nCustomer: Thank you\nHuman Agent: Hi, my name is Dillon and I am a supervisor. Unfortunately no refund would be possible here as it was not cancelled prior to renewal and has been active for around 2 months already. Per our terms which you agreed to, it is non-refundable and must be cancelled prior to the date of renewal. If you would prefer the service be moved to other cameras instead during the service time though, we would be happy to help. \nCustomer: Like I was telling grant, I donot have any more cameras I did not realized it was in autopay until i saw the charge on my credit card and I do  understand its beeen 2 months but I do not receive my credit card statements right away  \nCustomer: I am ok with even a partial refund\nCustomer: I do not have any other cameras to transfe the subcription on\nCustomer: and I thought I cancelled laste year for all cameras\nCustomer: and did not know it was in auto renewal\nCustomer: I dinot even receive any notificatiosn regarding an auto renewal\nCustomer: It is really hard times right now to be losing all this money in something I do not have naymore\nCustomer: Please help out\nHuman Agent: If you would get any other devices during your remaining service time, we can certainly help transfer the remaining service time, but would not be able to issue a refund. When subscribing it is very clear that it is a subscription and notes the next date of renewal, renewal emails also include that information, it generally would be visible in the app and web app, and we also send reminder emails prior to renewal to make sure customers are aware of upcoming charges. \nCustomer: I did not receive anything regarding upcoming charges and like I said I do not have the cameras anymoreso i dont even have the app or access to this cameras whatsover\nCustomer: I just log inon my computer once I saw the charge in my credit card\nCustomer: but Ihave not had those cameras for a few months now\nCustomer: Please help me out\nHuman Agent: You may always log in via the app or web app regardless of whether you still have cameras active. Reminder emails would be sent to the nayabteam@gmail.com email you signed up with. If you do not see them, it may be best to check your spam and make sure you did not turn off emails from us. As I stated though, we would not be able to offer a refund on your November renewal. \nCustomer: Really there is nothing I can do toget at least a partial refund for something I amnot using? \nCustomer: It does nto seem fair I really thought it was cancelled already Well actually I did not even know it was in auto renewel\nCustomer: we are going thorugh really hard timeshere in califronia and to be charged for soemthing I do not have anymore seems unfair\nCustomer: please is there anyone else i can speak to \nCustomer: toget at least a partial refund?\nCustomer: there has tobe somthing I can do to get a refund\nCustomer: I just checked my email and did not see any email reminders about this not even in my spam folder and I check my email veryday as I work from there \nHuman Agent: No, per our terms you agreed to when subscribing, you must cancel prior to the date of renewal if you do not wish to continue the subscription and the cloud services are non-refundable. We would be happy to transfer them onto new devices if you get any while the service is active, but would not be able to offer a refund. Additionally, the renewal was multiple months ago with multiple months of the service already gone due to the current date and we have no way to verify that it was not in use during that time. There would not be anyone else to speak to regarding this and your renewal would be subject to our terms. \nHuman Agent: Spam emails are typically cleared after 30 days for Gmail accounts. As your renewal was in November, if it were sorted to spam, it likely would have been deleted by now. \nCustomer: How about a partial refund half of it? since 2 months alreadye passed\nHuman Agent: No, we would not be able to offer a refund. You have the full service time that remains from your payment and we'd be happy to move it onto other devices during your service time if you get any others in the future if you no longer have these ones. \nCustomer: I dont have anymore devices and donot plan on getting any new ones\nCustomer: Can you help me a little here?\nHuman Agent: Your purchase is subject to the terms you agreed to when subscribing so we would not be able to offer a refund. Is there anything else I can assist you with for now?\nCustomer: I just need assisatnce with getting a partial refund. when I subcriopipbe to be abel t o see my cameras there was no other option but to accept something that there was no other optiona nd now it is impossible for you to help out with hlf a refund?\nCustomer: without giving me any otehr option?\nCustomer: I do not have cameras naynore\nHuman Agent: I'm unsure what you meant there previously, would you be able to elaborate? No refund would be possible. \nCustomer: What I am saying is that when I did my subcription you gys did not gave me the option to op out of auto renewal and nw I am paying the consecuenses for mejust trying to use your cameras for my security ?\nCustomer: does that make sense \nCustomer: I am very frustreaded here\nCustomer: I do not have allofthat money tobe wasting \nCustomer: I am just asking for a simple partial refund\nCustomer: not even the full amount\nCustomer: just partial \nHuman Agent: You were free to cancel at any time, including immediately after subscribing. You would have had the full service time you'd already paid for, but it would not have renewed further. Here you had left your subscription active so it continued to renew. We would not be able to provide a refund in this situation. \nCustomer: It is not that easy to cancel subcriptions either, It is very simple to actiave it  but not to cancel it. I did not eben knew i was stillunder the subcription until i saw the charge in my credit card\nCustomer: we are talking about $350 \nCustomer: not $5- $10\nCustomer: it is a lotof money\nCustomer: that is why I am beggin please do a partial refund\nCustomer: is not possible to make an expection?\nCustomer: it was an error \nCustomer: Please\nCustomer: help\nHuman Agent: That is not the case, it is considerably easier to cancel a subscription than to start one. You may do so from your end in the app or web app by going to the cloud section, tapping the camera you wish to cancel, then choosing to cancel the subscription. You may also do so simply by contacting us via chat or email letting us know you would like to cancel at any time. \nHuman Agent: We would not be able to make an exception. The cloud service is non-refundable and you agreed to the terms which state the service is non-refundable. \nCustomer: not reallu to be honest\nCustomer: i tried on the app to cancel and  was unsuccesfull \nCustomer: i had to log in on my computer\nCustomer: to start was very wasy\nCustomer: but not to cancel\nHuman Agent: Starting a subscription of your type requires going to the cloud section of the web app specifically, picking a plan, choosing the devices to add to the plan, entering payment details, and then choosing to subscribe one final time. \nCustomer: and the option to cancel it is not even there\nCustomer: i just look right now \nCustomer: i could not find hw to cancel subcription\nCustomer: and it doesn even let me delete my credit card either\nHuman Agent: There is not an option to cancel as your subscription is already cancelled. \nCustomer: We tried onmy friends account and thereis not option to cancel or delete credit cardwhile you aresubcribed\nCustomer: like i said it is not easy at all to cancel subcription\nCustomer: unless you contact customer service\nCustomer: which takes a while as well\nCustomer: Please transfer all subcriptions to the following account \nHuman Agent: For removing your payment method, you may do so from payment management of the account page of the web app. \n\nI'm giving instructions for your account and do not know what type of subscription your friend has. For example, if they were subscribed through Google or Apple as you would do in the app, they would have to cancel through Google or Apple respectively. \nCustomer: it does not allow you because you are subcribed \nHuman Agent: The service was on your account and may be applied to devices on your account. \nCustomer: I donothave any camerasunder my account anymroe\nCustomer: can you transfr it to addifferent account?\nCustomer: you said you could\nHuman Agent: You do. Half of the cameras on your account are even online and actively using the paid service. \nCustomer: I thought you said you could trasnfer the subcription to different account?\nCustomer: Those cameras arenot even mine\nCustomer: or my property or anything\nCustomer: do  notknow where they are\nHuman Agent: For example you could open the app and view the live view of Back Patio, Rear parking, Garage, or Studio Front Door right now. While you say they are not your cameras, they are the cameras you subscribed and they are on your account and online. \n\nI can transfer service between cameras on your account so if you add other cameras, I could do so, but I cannot move it to another account. \nHuman Agent: They are actively using the paid services to this moment. \nCustomer: now it is harder to even use it again?\nHuman Agent: They will still have their paid service through 11/19/25 unless you have us move it to another device before then at which point that other device would take it over. \nCustomer: no refund and now that i want to use the subcription in another cameras i am unable to again?\nHuman Agent: I'm unsure what you mean. You have it active on your devices and as I stated I'd be happy to move the service to other devices on your account. You want it on another account that it was not purchased on. If you have other cameras, you are welcome to add them to this account to have service moved onto them\nCustomer: I finally found a solution to not wast mymoney I amunable to use the option you gave me\nCustomer: they are on a different account\nCustomer: how can i transfer them?\nHuman Agent: If you would have others you want it moved between on your own account in the future, feel free to let us know. Otherwise it is active on your cameras in the meantime. If cameras are on another account you would need to have them deleted from the current account, then you could set them up on your account. \nCustomer: again making it difficult for us \nCustomer: andeasy for you to steal our money\nHuman Agent: You have the service and are actively using it on several of the cameras you selected. We have offered to move it between cameras on your account, but would not be able to move the service onto another account's devices. \nCustomer: I am just trying to use what I already paid for\nCustomer: nad looks like I cant \nHuman Agent: You have it on cameras that are actively in use and may let us know if you have others you would like the service moved onto on your account in the future while your service is still active. Is there anything else we may assist you with for now?\nCustomer: I tried and you said no I have to do a lot oto be able to do so\nCustomer: you did nothelped me at all sorry\nHuman Agent: You may do so if you have other cameras to move the service to on your account. \nCustomer: I donot \nHuman Agent: Okay, feel free to let us know if you add any others on in the future. \nCustomer: no thank you\nHuman Agent: Okay, it is your choice on whether you would like to do so and may otherwise continue to use it on your current devices. \nCustomer: you did not gave me any solutions to my ptoblem\nCustomer: i was charge for something i donthave i tried touse and i cant\nCustomer: i ask to please help me out\nCustomer: and id notgave me any soluution\nHuman Agent: You agreed to our terms which state the service is non-refundable and you must cancel prior to the date of renewal if you do not wish to continue the subscription. In this case, you did not cancel before renewal, it renewed, and you have contacted around 2 months later to request cancellation and refund. We assisted with cancellation, but per our terms which you agreed to, the service time is non-refundable. You still have the full service time you paid for and it is actively in use on your account with many of your devices online. You may also move it to other devices on your account if you would like, but would first need to add other devices to your account. \nCustomer: a solution that helps you but not me at all. Like i said several times the cameras on my account are not evenmine Ihave no idea whos house is that\nCustomer: I am very confused nwo that i am lookign atthem \nCustomer: but its ok\nCustomer: I will have to figure it out myself\nCustomer: you are not doing anything for me\nCustomer: Thankyou for not helping me\nHuman Agent: In this situation all I can see is that the cameras you subscribed are online, on your account, and using the service you subscribed to. We assisted with cancellation and would be happy to move service to other devices on your account if you would like to in the future. Have a good evening. \nCustomer: I am sorry but you are not understanding my side at all or listening to what i have been saying since thebeginning. I already understood yours but yourare not trying tohelp out a customer that has been a customer since 2022. I understand you just work for the company but a little cmpasion would be appreciated \nCustomer: but its ok\nCustomer: have a good evening yourself as well\nCustomer: and I am sorry if Iwas rude\nCustomer: I just thoughout somethingwas gonnableable to get done to keep a cutomerhappy that made a mistake\nHuman Agent: I understand what you have stated, but have let you know we would not be able to offer a refund. You also state you do not have the cameras anymore, but they are online on your account and actively in use using the paid services you subscribed to. We have no way to confirm what you have stated, but can see the services are being utilized from your account regardless. Outside of that, we may move the service time, but only between devices on your account since this is the account it was purchased from. \nCustomer: Thank you"]
["Customer: Hello can you help me?\nCustomer: Hi Mira my dad and I have wondering if you can pull footage from last month - my dad was recently robbed and we need footage of a specific time frame \nCustomer: There’s no way to look back at the month even if a police report requires it?\nCustomer: Is there something in your cloud that you can pull from?\nCustomer: Please mira we need your help - there isn’t anything you can do?\nCustomer: Mira..\nCustomer: Are you serious \nCustomer: Can I speak with a manager?\nCustomer: I’d like to speak with a manager \nCustomer: Thank you Kylie H.\nHuman Agent: Hello, you've reached customer care, my name is Kylie, what you were speakign to was the Bot which is not a real person. However I am real. Do your father currently have cloud service or and NVR or DVR at all?\nCustomer: Hello Kylie, thank you for taking time to speak with me. We do not have the cloud service but we are willing to purchase whatever is necessary to potentially review that time frame if possible. Can you help me understand what a NVR or DVR is? \nHuman Agent: This is unfortunate,, cameras without a subscription at the time of the incident would of only take short 10 second clips which last 12 hours before they overwrite themselves and there is no way to get the footage back as well unfortunately\nHuman Agent: the cameras would of had to of been subscribed before the incident took place for it to take longer video and hold it for longer as well. As it is now if there was any footage its been overwritten. \nCustomer: Oh no.. so there’s no way to pull those short 10-12 second films at all? See we just need a few seconds to recall what had happened and it’ll confirm the case.. darn. Thank you for letting me know you’ve been a huge help\nHuman Agent: no, because more then 12 hours has passed all the footage has overwritten, once that happens there's no more footage unfortunately. \nCustomer: Okay understandable. Thank you for the help!\nHuman Agent: No problem, Hope you have a lovely day."]
["Customer: Set up\nCustomer: Set up\nCustomer: I keep getting text messages that my account was due payment on 11/24/24. however we understood that we have it on auto pay with our discover card ending in 4744?\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. \n\n\nHuman Agent: It looks like you were subscribed through Google for the 4 devices on your account which was set to renew on 11/25/24. I cannot see the card as it would just be the card tied to your Google payments. \nHuman Agent: It does appear it did fail to renew though."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Having a problem with my subscription \nCustomer: 1\nCustomer: Live service representative \nCustomer: So the problem is... I paid for all 4 cameras to have service and it's saying one isn't subscribed 😒  the front porch...\nCustomer: I want all 4 cameras active\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I review your subscription. \nHuman Agent: It looks like you subscribed one, then upgraded to a 3 device subscription. That does not mean getting one then 3 more, it's just upgrading from 1 to 3 with only 3 total subscribed. When you upgrade it applies a prorated amount from your previous subscription towards the cost of the upgraded subscription. If you would like 4 cameras subscribed you would need to upgrade to a 4 camera subscription."]
["Customer: I want to cancel my subscription \nCustomer: Where ti follow the cancelation process I do not see any link or way to do that\nCustomer: Agent\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see how you subscribed, one moment \nCustomer: Ok, I need to cancel my subscription \nCustomer: Wants to cancel my subscription \nCustomer: Thanks\nHuman Agent: I was able to find your subscriptions, it looks like you previously had 4 cameras subscribed, you wish to cancel all 4 correct?\nCustomer: Correct\nHuman Agent: Okay, One moment while I cancel these for you. \nHuman Agent: I successfully canceled the subscription for all 4 cameras, they will no longer renew, the last date of service will be 2024-12-22\nCustomer: Thanks \nHuman Agent: No problem, have a good day"]
["Customer: One of my cameras cloud service stopped working on this month. When I view my subscription it's showing active for 4 devices. \nCustomer: -1\nCustomer: Whats the number\nCustomer: Customer support\nCustomer: I am showing four active cameras on my cloud subscription.\nCustomer: I do not have access to cloud recording past the twentieth of this month for 1 camera\nHuman Agent: There is an offline camera on your account, that is separate from the subscription. The camera is still subscribed it is just not connected to the internet. Are you there with the camera?\nCustomer: That is not the camera I'm referring to \nCustomer: I have 4\nHuman Agent: Okay, which camera are you having trouble with?\nHuman Agent: You will have to tell me which camera you need assistance with.\nCustomer: One is offline, and 2 are in perfect working order.  I cannot view the cloud recording on the fourth on but I can view live.\nHuman Agent: Which camera are you having trouble with?\nCustomer: ? ?  Do I give you a number of some sort?\nCustomer: Or the nickname I labeled for the app?\nHuman Agent: You can give me the name of the camera on your account. The Device ID. I just need to know which camera it is so I can take a look at it.\nCustomer: It's the downstairs camera. I'll look for device id\nHuman Agent: Is the camera named \"downstairs\"?\nCustomer: Yes\nCustomer: Lol\nHuman Agent: Alright, I synced and restarted the camera. It should start recording again. It usually starts showing recorded footage within 10 minutes, but it can sometimes take up to 60 minutes to get a small backlog of footage recorded before it shows in the app.\nCustomer: Ok. Thank you\nHuman Agent: You're welcome.\nCustomer: On another note\nCustomer: Is the data that I am paying for that isn't available, what am I to do?\nHuman Agent: There would not be any footage from when the camera was not recording. The camera will have started recording again after I synced and restarted the camera.\nCustomer: So how would I be compensated for the quarter of the month of data that is lost? I didnt do anything differently to the camera and it just stopped recording.  I didn't know until today when I needed the footage.\nCustomer: And because it isn't available I cannot help the cops\nCustomer: So I paid for data that not only was for piece of mind, but a form of insurance, and now I have nothing to show the cops, and no piece of mind...\nCustomer: Lovely\nCustomer: Why do you need to sync the data all of the sudden?\nCustomer: Why isn't it an automated thing when a camera does this?\nCustomer: Hello?\nCustomer: Hello?"]
["Customer: Hello\nCustomer: Agent\nCustomer: Hello last agent said they were going to manually enable my device with my\nSubscription and it’s still not\nShowing \nCustomer: D/static_file/d3249a1bac_1_20241213172948.png\nCustomer: Hello\nHuman Agent: Yes, it is not going to show there because we cannot edit an Apple subscription on your account. The Clips Plan was manually enabled on the camera so it will start recording clips.\nCustomer: Ok"]
["Customer: If I pay for cloud how far can I go back \nCustomer: Can I see before I recordings from before I paid \nHuman Agent: Hello, you've reached customer care, my name is Kylie. The cloud service starts when it was subscribed, it will not \"unlock\" or \"reveal\" footage form before, if there are any footage from before the subscriptions it would be the clips the camera took while not subscribed which would only be 10seconds long."]
["Customer: Troubleshooting\nCustomer: Please send the link to cancel our subscription.  I do not have our login info.  thanks\nCustomer: agent\nCustomer: We need to cancel our subscription.  Hurricane Milton took out our cameras and troubleshooting has not been able to restore.  thank you.\nCustomer: agent\nHuman Agent: Hi my name is Wendy\nHuman Agent: What is your account email/phone so I can check how you are subscribed?\nCustomer: we ned to cancel our subscription.  email is wanderinwylands@yahoo.com.\nHuman Agent: one moment while I check your account.\nHuman Agent: I am unable to cancel the subscription on my end, as you are subscribed via Apple but you can follow this guide on how to cancel your subscription via Apple. https://support.apple.com/en-us/HT202039"]
["Customer: Agent\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\n\nCustomer: I need to cancel my cloud account \nHuman Agent: Okay one moment, let me check how you are subscribed.\nHuman Agent: I am unable to cancel the subscription on my end, as you are subscribed via Google but you can follow this guide on how to cancel your subscription via Google. https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid\n\nCustomer: It's a free trial on the patio camer\nHuman Agent: You will want to cancel the trial from your Google account.  Link with info on how to cancel can be found here:  https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid\nCustomer: Can you email me that\nHuman Agent: Email you the link?\nHuman Agent: Just emailed it to you.\nCustomer: Ok have a good ty\nHuman Agent: you're welcome"]
["Customer: How do I cancel my service \nCustomer: Agent \nCustomer: I need to cancel my subscription \nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like for the subscription the processor is Google, I am not able to cancel the subscription from my end due to this. You will need to cancel from the google subscriptions area. To get there, open the play store, click your google profile in the top right, choose subscriptions then tap on the subscription and chose cancel, you will know it is canceled successfully when it shows an expiring date."]
["Customer: I need customer service for payment grayed out please\nCustomer: Hello Kylie i spoke to you earlier\nCustomer: I closed all my apps and came back and im still unable to enter payment info\nCustomer: I tried on the web browser and it wont give me an option to log in\nHuman Agent: What website did you try? we do have both a store and a web app so I want to be sure you went to the right one.\nCustomer: Zmodo.com\nHuman Agent: thats the store, not the web app.\nCustomer: http://support.zmodo.com/?action=show&cat=72\nHuman Agent: You would go to User.zmodo.com then login to your account. \nCustomer: Let me try\nHuman Agent: Okay. \nCustomer: Ok i was able to log in\nHuman Agent: Okay, Now you can resubscribe from the cloud section. \nCustomer: Thank you \nHuman Agent: No problem, anything else I can assist you with today before we go?"]
["Customer: I’m having trouble chat my payment method\nCustomer: Live agent\nCustomer: Hi grant \nCustomer: Could you update my payment method I’ve tried  to do it online but it’s not allowing me to\nHuman Agent: No, I cannot update your payment method. You would want to go to the web app at user.zmodo.com and log in to your account there. Then you can go to the Account tab and update the payment method."]
["Customer: Troubleshooting\nCustomer: I paid for cloud service and it doesn’t work \nCustomer: Troubleshooting\nCustomer: Costumer support \nCustomer: Hi grant! I paid for cloud service and it doesn’t work. I tried to repurchase the subscription but it told me it was already active. \nHuman Agent: It looks like the subscription tried to bill through your Apple account, but failed. Can you check the status of your subscription in your Apple account?\nHuman Agent: To check the status of your subscription managed via Apple. Open the Settings app. Tap your name at the top. Tap Subscriptions, find the subscription then tap on it to see its status.\nCustomer: I had no response?"]
["Customer: What is a good customer service phone number to reach you guys\nCustomer: I need to pay my bill \nCustomer: Agent \nHuman Agent: If you want to subscribe the camera, then you can do that through the Cloud tab in the mobile app or on the web app at user.zmodo.com"]
["Customer: Agent \nCustomer: Customer care agent \nHuman Agent: How can I assist you?\nCustomer: Why cant I view the whole day pre record on one of my cameras, I get a black screen\nHuman Agent: Which camera are you not able to see footage from?\nCustomer: I only get little clips of the recording \nCustomer: Room cam\nHuman Agent: That camera uses the h.265 video coding method and the NVR uses the h.264 video coding method. The NVR can connect to the camera, but it cannot interpret and display or record the video signal that the camera sends.\nCustomer: Let me screen record it to show you \nHuman Agent: I know exactly what you are seeing. The signal that the camera sends is not compatible with the NVR.\nCustomer: How can I get it to work\nHuman Agent: The camera is not compatible with the NVR system. There is no way to change the video coding method that the camera or the NVR uses.\nCustomer: With the free trail subscription I got , when I bought the camera. I was able to view the the recording of the whole day . And view clips\nHuman Agent: That is because the Free Trial records the video to the cloud, not to the NVR.\nCustomer: D/static_file/a8b63b10b2_1_20241106111541.jpeg\nCustomer: Sorry \nCustomer: So with buying the subscription for that camera I don’t get the same perks for when I bought the camera with the free trail\nCustomer: That gave me those perks \nHuman Agent: If you have a Cloud Plan subscription on the camera, then you can view the Cloud Playback by tapping on Playback for that camera. Make sure it says Cloud Playback at the top and not Local Playback. The Local Playback is from the NVR, and it would just show you a black screen.\nCustomer: Ok that’s what I’m doing because I get a black screen\nHuman Agent: Okay, can you tap on Playback for the camera and tell me what it says at the top of the screen?\nCustomer: Can you send me a step by step guide I need to go back to work sorry. Please\nHuman Agent: You are likely just viewing Local Playback. If it says Local Playback at the top, you need to tap on the icon in the top right corner and change it to Cloud Playback.\nCustomer: Ok cloud show snippets not full video\nHuman Agent: What do you see when you tap on Playback right now for the camera? Can you send a screenshot?"]
["Customer: Hello, can you pay my bill?  Looks like the payment is stuck?\nCustomer: Balance due?\nCustomer: -1\nCustomer: Why is there a payment issue?\nCustomer: -1\nCustomer: There is no button \nCustomer: Agent\nCustomer: Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like your susbcription shows expired, the subscirption was going through google fro the processor and it was not able to take the payment.\nCustomer: Hello??\nCustomer: Can you try it again?\nHuman Agent: You can try to go to the Play store, click your google account in the top right then choose subscriptions to see if you can get it started again from there, if not then you can try to resubscribe again from the cloud area of the app. \nCustomer: The card is the same.  I actually prefer you just use the card directly\nCustomer: I don't use the Google pay.  Can I just connect directly to zmodo with my card?\nHuman Agent: Not from the app sadly, it will go through google for the processor in the app if you have an android phone. If you want to do that you can try to subscribe from the web app which is user.zmodo.com \nHuman Agent: I would recommend though before doing that that it shows as canceled on googles end so it doesn't try to charge again. \nCustomer: I tried to renew the expired subscription for all 3 cameras and it said I am already signed up for that plan\nCustomer: The card is good that you have on file.  \nHuman Agent: Okay, I'm unsure why it didn't take the subscription from google, you may want to reach out to them to figure out why, they were the processor for the payment. Otherwise you can try subscribing form the web app instead. \nCustomer: OK I'm going on my pc to try.  Ty for trying to help \nHuman Agent: Okay, no problem, have a good night, happy new year!\nCustomer: You as well.  \nHuman Agent: Thanks!"]
["Customer: Agent\nCustomer: Hello I have a problem with my devices , I 'm paying for premium benefits but I don 't have them on my devices . \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see how you subscribed, one moment. \nHuman Agent: It looks like currently none of the devices are enabled to the plan. Can you try going to the cloud area, scroll down to subscriptions, click Edit then select the cameras and click enable? if you have trouble at all take a screenshot where you get stuck then send that to me in the chat for me to review and look over \nCustomer: When I select my devices and pulse to subscribe, it just stays loading and doesn't go beyond there. \nCustomer: Agent"]
["Customer: How much would it cost to add 4 more cameras to my account? \nCustomer: Oh ok\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Were you meaning adding them to a cloud plan? Were you wanting them on the premium yearly like your others? If so, that is $49.99 per device per year. \nCustomer: What is the best way to do it \nHuman Agent: You could just go to the cloud section of your app, pick the plan, choose to subscribe, and pick the cameras to subscribe, then proceed through payment."]
["Customer:   I need to cancel my service. I have move\nCustomer: Troubleshooting\nCustomer: \"Agent\"\nHuman Agent: Let me take a look at your account.\nCustomer: Ok\nHuman Agent: There is a Monthly Platinum Plan for 3 devices on your account. Would you like the subscription for all 3 devices canceled or are there specific cameras you want the subscription canceled for?\nCustomer: Cancel all 3\nCustomer: Are the devices  cancel \nHuman Agent: Thank you for your patience. I have canceled the subscription for all three cameras. The subscription will not renew again. Do you have any questions?"]
["Customer: Payment not working \nCustomer: Agent assistant number \nCustomer: Agent\nHuman Agent: You may want to check the status of the subscription in your Google account and potentially fix any payment issues there if there is one. To check the status of your subscription managed by Google, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to see its status."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: I still can’t use the flashback feature \nCustomer: Do we have that or not?\nCustomer: Can I talk to someone?\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Can I talk to someone\nCustomer: I checked the internet, installed and installed the app, and tried a different device and the flashback feature still does not work. It either says poor connection or stops a couple hours in \nCustomer: -1\nCustomer: Set up\nCustomer: I checked the internet, installed and installed the app, and tried a different device and the flashback feature still does not work. It either says poor connection or stops a couple hours in \nCustomer: Yes can I send a pic of the results?\nCustomer: How do I do that?\nCustomer: Can I talk to a real person?\nCustomer: D/static_file/51f2736fab_1_20240923153159.png\nCustomer: D/static_file/14f9529789_1_20240923153211.jpeg\nHuman Agent: Okay, you said that you checked the internet. What exactly did you check and what were the results?\nCustomer: I sent an image \nHuman Agent: That shows the download and upload speed of an internet network. Is that the same 2.4 GHz network that the camera is connected to?\nCustomer: Yup\nHuman Agent: The other thing to test would be the signal strength at the camera.\nCustomer: This was tested directly next to the camera \nHuman Agent: To test signal strength, you can download an app on your phone. If you are using Android, then you will want to download an app called Wifi Analyzer. If you are using iOS, then you can download an app called Airport Utility. You can use these apps to test the signal strength from your Wi-Fi near the cameras.\nCustomer: I’ve done all this \nHuman Agent: What is the signal strength that you got?\nCustomer: D/static_file/c35b3b744e_1_20240923153457.jpeg\nHuman Agent: All you sent was the download and upload speeds.\nHuman Agent: Okay, that is not the signal strength. That is the download and upload speeds of the network.\nHuman Agent: To test signal strength, you can download an app on your phone. If you are using Android, then you will want to download an app called Wifi Analyzer. If you are using iOS, then you can download an app called Airport Utility. You can use these apps to test the signal strength from your Wi-Fi near the cameras.\nCustomer: Isn’t that just the ping?\nHuman Agent: No, the ping is how long it takes to send and receive a single packet of information. It is not related to the signal strength."]
["Customer: Hello\nCustomer: I renew my subscription and it’s not working \nCustomer: I renew my cloud subscription and it’s not showing as subscribed \nCustomer: I need customer support number \nCustomer: Ok\nHuman Agent: There is one camera currently subscribed on your account. Can you tap on Playback for the camera named \"Inside Bedroom\" and tell me what error you get when you try to view the Playback footage?\nCustomer: I subscribed for the other 4 cameras as well \nCustomer: I have proof and it’s not reflecting as subscribed\nCustomer: D/static_file/2f02853d2f_1_20240927102334.png\nCustomer: None of them are showing on the playback\nHuman Agent: Well lets check your Apple account and your Zmodo account. \nHuman Agent: To check the status of your subscription managed via Apple. Open the Settings app. Tap your name at the top. Tap Subscriptions, find the subscription then tap on it to see its status.\nCustomer: D/static_file/de5d096000_1_20240927102515.png\nCustomer: It shows there as well\nCustomer: D/static_file/4c6fcc0c82_1_20240927102536.png\nHuman Agent: That is good. We may want to cancel and resubscribe it depending on what shows in your Zmodo account. Can you go to your Zmodo account and tap on the Cloud tab and then scroll down and we can look at the active subscriptions on that account.\nCustomer: There it only shows the inside bedroom\nCustomer: D/static_file/fe6a5721a5_1_20240927102738.png\nCustomer: If I click on events the recordaré there \nCustomer: But I can take pictures or share\nHuman Agent: We are not worried about the Events or anything else yet. So the payment for the subscription is managed by Apple, but it looks like that subscription is not on your account. Do you have a different Zmodo account? Or another email address or phone number you could have used?\nCustomer: Only the inside bedroom works under the playback tab\nHuman Agent: I understand. I would be surprised if any other cameras worked on the Playback tab.\nCustomer: I only used 1 account and 1 email\nHuman Agent: Okay, then you can try canceling the subscription in your Apple account. Then you can resubscribe in the Zmodo account. Normally, that will not charge you again and would just restart the subscription. However, if the subscription is tied to a different account, then it may start a new subscription.\nCustomer: iTunes directly \nCustomer: How would that be tied to a different account. \nCustomer: I register the 4 cameras first and the added the bedroom camera to the account. \nCustomer: I’m confused. \nHuman Agent: Well, the subscription is not in the Zmodo account are currently in. That is why I asked if you have a different Zmodo account with a different email address or phone number that you could have used.\nCustomer: No I only used the same one. That’s why I’m even more confused \nHuman Agent: I understand. It looks like an issue with communication between your Apple account and your Zmodo account. So as I mentioned previously, you can try canceling the subscription in your Apple account. Then you can resubscribe in the Zmodo account. Normally, that will not charge you again and would just restart the subscription. However, if the subscription is tied to a different account, then it may start a new subscription.\nCustomer: I just canceled the subscription \nHuman Agent: If it does charge you, then you would need to contact Apple support about a refund. If you would prefer, you can also contact Apple for a refund first, and then try to resubscribe after.\nCustomer: D/static_file/84de6ce255_1_20240927103647.png\nCustomer: I just try to do it and it shows that my inside bedroom is subscribed via android. \nCustomer: Does it means it’s on a different account? \nHuman Agent: You don't have to worry about the \"Inside Bedroom\" camera.\nHuman Agent: No, that does not mean it is on a different account.\nCustomer: Ok. \nCustomer: On my apple subscription it shows as active until October 27th. \nHuman Agent: Did you resubscribe the cameras? You sent a picture of you having them selected. Did you tap on Subscribe at the bottom of that screen?\nCustomer: D/static_file/5e0be27752_1_20240927104301.png\nCustomer: It won’t let me \nHuman Agent: Okay, can you go back to your Apple account and check the subscription status that it shows there?\nCustomer: D/static_file/cf893d8fef_1_20240927104656.png\nHuman Agent: You can try renewing it through there and see if it will update the account.\nCustomer: What should I do now\nHuman Agent: You can try renewing it through there and see if it will update the account.\nCustomer: I did and no luck\nCustomer: Is there any way I can do it the same as the inside bedroom\nCustomer: As a direct payment and no through my Apple Account \nCustomer: It didn’t give me the option before so I’m wondering why. \nHuman Agent: So, it charged through your Apple account, because you started the subscription through the mobile app on your iOS device. If you subscribe through the web app, that would go through our payment processor and not through Apple. \nHuman Agent: What we may end up doing for this, is have you cancel the subscription again and then I will manually add the month of time to the cameras. Then when it expires, you can start a new subscription on the cameras. I am checking with my supervisor about that now.\nHuman Agent: The other option would be you trying to contact Apple support and requesting a refund and then starting a subscription through the web app. Apple would likely issue a refund (they typically do) but we cannot guarantee that would be the case.\nCustomer: What’s the web app link. I can try contacting Apple \nHuman Agent: You can go to user.zmodo.com to log in to the web app.\nCustomer: Ok \nCustomer: I will cancel it again and try that option and see if it works. \nCustomer: Thank you\nHuman Agent: Okay, so you want to try to contact Apple support about a refund and subscribe through the web app, is that correct? I just want to be sure we are on the same page.\nCustomer: They say it doesn’t show on their end\nCustomer: They have not charge me for it yet. Hopefully it will reflect tomorrow and they can cancel it. \nCustomer: I was able to completed on the web app\nHuman Agent: Alright, then it may have been a billing issue on their end. So they may be able to resolve it or make sure it does not charge. I am glad you were able to subscribe on the web app. Do you have any questions?"]
["Human Agent: How can I assist you?\nCustomer: hello I just hbkar with someone and apparently I don't have subscribed my devices to premium but if I'm being charged \nHuman Agent: The last charge I see on your account was on 12/17/2023 for a Monthly Premium Plan for two devices."]
["Customer: Why am I getting charged 19.99 a month but I'm not getting the continuous feed? \nCustomer: It does include it. It says it expired in October but I was charged for October and November \nCustomer: So why am I not getting the service I pay for? \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I check your billing history. \nCustomer: When I go to the cameras any try to view them in the past it says I need to subscribe. I am subscribed. I pay $19.99 a month for the continuous feed for 60 days. \nCustomer: And* \nCustomer: Give me a number to call \nHuman Agent: It looks like there is some issue where it is being paid, but the payments are not showing on our end. I've just verified them through Google and will get the service reactivated and applied to the devices and will send the information over to our developers to look into further. \nCustomer: And when will that be fixed? \nHuman Agent: It's currently applied to each already so they should be recording properly as of now."]
["Customer: Customer service\nHuman Agent: How can I assist you?\nCustomer: There is currently 3 cameras that are not showing on our cloud,\nCustomer: They are labeled as followed, new shop cam 1, new shop cam 2, and safety check. \n\nHuman Agent: If you want them to be part of your subscription, then you would need to edit the enabled devices in your subscription. Tap on Cloud and scroll down to the active subscription. Tap on View Details and then tap on Edit. Here you can change which devices are enabled on your subscription.\nCustomer: We have the unlimited camera option and I can review \nCustomer: Let me try\nCustomer: Where is the cloud that I tap on. I don’t see any of those options \nHuman Agent: What do you see on your app?\nCustomer: D/static_file/605883b5ef_1_20241119144155.png\nCustomer: This is what I get when I do what you mentioned \nHuman Agent: Okay, so you were able to find the Cloud tab to tap on, good. That means you have deleted cameras from your account without disabling the subscription on them first. You will need to give me a few minutes to find the cameras and clear the subscription from them.\nCustomer: I don’t understand I want to add the cameras to my subscription, not delete them\nHuman Agent: I know. You had other cameras on your account previously that you deleted from your account without disabling the subscription on them first. I am not telling you to delete cameras from your account. I need to search through the cameras that were previously on your account to see if I can find the cameras that are still enabled on the subscription.\nCustomer: But I have unlimited cameras on our subscription. What does that have to do with the issue? We’re having\nHuman Agent: The issue is you cannot edit the enabled devices if you removed a device with the subscription still active on it.\nCustomer: No, the issue is we have eight cameras on the plan. I cannot view prior history on the on three of the eight cameras if you go into the three cameras that I gave you and click on cloud, you cannot view prior history. I need this to be enabled.\nCustomer: Is there anyway that I can talk to somebody on the phone?\nHuman Agent: Yes, I understand. The way you would enable it is with the steps I provided. The issue is you cannot edit the subscription when you have removed other cameras from your account without disabling the subscription on those cameras first.\nCustomer: So are you saying the cameras that we have on the account the three that we cannot view history on we’re on a previous subscription\nCustomer: I don’t want to edit the subscription\nCustomer: Can I just talk to somebody on the phone instead of chatting on this messenger thing?\nHuman Agent: No, the three cameras that are not subscribed are unrelated. You have deleted other cameras from your account in the past. Those cameras were subscribed on your plan that covers unlimited devices. Because the subscription on those devices was not disabled before you removed them from your account, they are causing this issue.\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nHuman Agent: You can also try restarting the app and trying again. I have cleared the subscription off of all of the cameras that I could find that were previously bound to your account.\nCustomer: D/static_file/bf06ef152e_1_20241119145543.png\nCustomer: This is what I get when I click on the cloud for the three cameras in question\nHuman Agent: Yes, because the subscription has not been edited yet on those cameras. As I mentioned, I cleared the subscriptions from the cameras that I could find, so you can try restarting the app and then try editing the enabled devices again.\nHuman Agent: After you restart the app, tap on Cloud and scroll down to the active subscription. Tap on View Details and then tap on Edit. Here you can change which devices are enabled on your subscription.\nCustomer: That still didn’t work. \nCustomer: It has not been five minutes. You have to give me a chance to restart the app restarting. The app did not work. What else can we do? Can you just add them to our subscription?\nHuman Agent: That message is an automated message sent by the system. My last message was sent at 2:58:07 CST and the automated message about it being 5 minutes was sent at 3:04:16, so it was a little over 6 minutes before it sent. And no, I cannot edit your subscription. The subscription is managed through your Apple account, so I cannot edit, change, or cancel the subscription.\nHuman Agent: If restarting the app did not work, then you can try restarting the phone or uninstall and reinstall the app.\nCustomer: Hello\nCustomer: Yes I am\nHuman Agent: Did you receive my previous messages? I will send them again.\nHuman Agent: That message is an automated message sent by the system. My last message was sent at 2:58:07 CST and the automated message about it being 5 minutes was sent at 3:04:16, so it was a little over 6 minutes before it sent. And no, I cannot edit your subscription. The subscription is managed through your Apple account, so I cannot edit, change, or cancel the subscription.\nHuman Agent: If restarting the app did not work, then you can try restarting the phone or uninstall and reinstall the app.\nCustomer: I need help with this issue. Nothing is working that you are telling me to do\nCustomer: I don’t want the subscription changed. I have unlimited and that what I want to keep \nCustomer: I did all that\nHuman Agent: Yes, you would not be changing the subscription from the Household Plan. At no point have any of the instructions I have given you been to change that.\nHuman Agent: Do you have another phone or tablet?\nCustomer: My boss has the same app on her phone and is having the same issue \nHuman Agent: Can you send me a screenshot of the subscription listed there before you tap on View Details?\nCustomer: D/static_file/d2babf3222_1_20241119152303.jpeg\nHuman Agent: Okay, great. So lets try uninstalling and reinstalling the app on another device if you have one available."]
["Customer: Cancel all subscriptions\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I check your subscriptions. \nHuman Agent: Alright, the subscriptions are all cancelled."]
["Customer: Hello, I replaced a camera and want to make sure the payment is going through to that one.\nCustomer: Ok\nHuman Agent: Let me take a look at your account.\nHuman Agent: Just adding a camera to your account does not automatically apply a subscription to it. You need to edit the enabled devices in your app. Tap on Cloud and scroll down to the active subscription. Tap on View Details and tap on Edit. Then you can select the devices you want enabled.\nCustomer: Ok, it says I'm on the 7 day trial\nCustomer: It's already showing the new camera\nHuman Agent: Yes, it shows the free trial on the camera. That is not the subscription that you have. That free trial ends after 30 days.\nCustomer: All my subscription are good thru the 12th, correct? \nCustomer: Once I renew all 3 will renew? \nHuman Agent: It looks like the subscription is set to renew on 11/12/2024. You can see the subscription in the cloud tab of your app. You can also check the status of the subscription in your Google account. Your Google account is where you would make any payment changes or cancel the subscription if you do not want it to renew.\nCustomer: Ok, thank you. \nHuman Agent: You're welcome."]
["Customer: Subscription \nCustomer: Can’t see cloud\nCustomer: Cloud not working\nCustomer: Cloud playback not showing \nCustomer: -1\nCustomer: Support\nHuman Agent: It looks like the subscription on your account tried to renew, but failed to renew. To check the status of your subscription managed via Apple. Open the Settings app. Tap your name at the top. Tap Subscriptions, find the subscription then tap on it to see its status. You can then cancel or adjust the payment method there and start a new subscription.\nCustomer: Ok thanks \nHuman Agent: You're welcome."]
["Customer: I have a subscription why did my recording stop\nCustomer: Customer support \nCustomer: Okay\nHuman Agent: It looks like the subscription on your account last renewed on 9/14/2024 and then expired on 10/14/2024. You can resubscribe the cameras to a plan if you would like to.\nCustomer: But my card was charged on October 14th, and also was charged on November 13th for the 1999\nHuman Agent: The billing is managed through your Google account. Can you check the status of the subscription in your Google account?\nHuman Agent: To check the status of your subscription managed by Google, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to see its status.\nCustomer: Okay give me one minute but I believe it's the status is open because I was charged yesterday\nCustomer: D/static_file/3a09d89d03_1_20241114100547.jpg\nHuman Agent: Can you tap on the subscription so we can see more information on it?\nCustomer: D/static_file/614a54a9da_1_20241114100641.jpg\nCustomer: Grant, Can you see the screenshots?\nHuman Agent: Okay, so there could be a few reasons it is not going through. Do you have a different email address or phone number that you may have used for an account?\nHuman Agent: Can you open the app, tap on Cloud, scroll down and tell me if you see any subscriptions listed there?\nCustomer: One moment please \nCustomer: D/static_file/d6c6445b57_1_20241114101243.jpg\nCustomer: D/static_file/1b17c173e9_1_20241114101252.jpg\nHuman Agent: Do you have a different email address or phone number that you may have used for an account?\nCustomer: Just for your information the cameras were working fine up until today\nCustomer: No I haven't changed anything\nCustomer: equipoparabeisbol@gmail.com\nHuman Agent: Okay, then you can go back to your Google account and look at the subscription status. You can cancel the subscription. Then you can go back to the Smartz Eaze app and resubscribe. If you subscribe to the same plan and use the same Google account, it will not charge you again and will just reapply the subscription to the cameras.\nCustomer: But is the same $19.99 plan available?\nHuman Agent: Can you go to your Google account on your phone and look for your purchase history? There should be a record of the charges in your Google account. I want to see when the charges were and what was charged.\nCustomer: One moment \nCustomer: D/static_file/5b2ac407cd_1_20241114102202.jpg\nCustomer: I don't see the charge there for the cameras but I did receive the charge on my card today something's wrong\nHuman Agent: Okay, so it did not renew for this month. It is not showing a charge for November there.\nCustomer: No it's not showing there but my card was charged today for the 1999\nHuman Agent: The billing is processed and managed by Google. So if it is because of a billing issue, then you may need to contact Google support. It is possible it is just pending or that there was a billing issue with the Google account. Unfortunately, I cannot say for sure since it is managed by Google.\nCustomer: Okay\nCustomer: Okay let me check with Google\nCustomer: Thank you for your help\nHuman Agent: You're welcome. Please contact us back if you still need assistance after speaking with Google support.\nCustomer: Thx"]
["Customer: Unsubscribe \nCustomer: Cancel membership\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like you're currently subscribed via Apple so you would need to cancel from your Apple subscriptions. Here is a link with information on how to do that. https://support.apple.com/en-us/118428"]
["Customer: Set up\nCustomer: How much is the monthly payment and if it’s necessary to sign an agreement?\nCustomer: Thanks \nHuman Agent: Hi my name is Wendy.  The monthly payment, are you asking about optional paid cloud plans?\nHuman Agent: Paid cloud plans are optional not required.  We offer (2) paid cloud plan options. 7-day & 30-day.  Each cloud plan applies to an individual camera."]
["Human Agent: I need to cancel my account \nHuman Agent: Agent\nHuman Agent: Ok\nHuman Agent: I need to cancel this service tosay\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up yoru account to see how you subscibed\nHuman Agent: It looks like for the subscription the processor is Google, I am not able to cancel the subscription from my end due to this. You will need to cancel from the google subscriptions area. To get there, open the play store, click your google profile in the top right, choose subscriptions then tap on the subscription and chose cancel, you will know it is canceled successfully when it shows an expiring date."]
["Customer: Agent \nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: I want to add two cameras to my plan but I already have 2 cameras active until August 2025 but the website wants my to pay for those cameras that are already paid. for me to pay them again \nHuman Agent: Your two that are already subscribed are subscribed through Google. If you subscribe in the app on the same account, you would want to pick all 4 which would apply a prorated credit for the time left in your old plan would would charge you a prorated amount for the 4 based on the time until your next renewal date (which looks like it would be in August of next year).  Otherwise if you want 2 separate bills, you could instead subscribe the other two separately via user.zmodo.com. \nCustomer: Ok I'll check that out through zmodo.com\nHuman Agent: Okay, it would be on user.zmodo.com."]
["Customer: How do I get AI setting \nCustomer: How do get premium settings \nCustomer: Will premium work  all my  camera at the same time \nCustomer: Can I cancel at any time \nCustomer: How do I cancel\nCustomer: Can i cancel though my phone\nCustomer: How can cancel  though the app \nCustomer: Why do I need  an agent to cancel \nCustomer: Agent \nHuman Agent: How you cancel a subscription would depend on how you start your subscription. If you start it in your mobile app, then you will cancel through your Google or Apple account. If you start the subscription in the web app, then you would cancel in the web app.\nCustomer: Why do you make canceling is so hard\nCustomer: Customer  care  agent\nHuman Agent: I am not sure what you mean. Canceling is a process that usually takes less than 30 seconds. The process is different because Google and Apple process in-app purchases on their devices. So if you purchase it in the app, then you have to cancel it through your Google or Apple account.\nHuman Agent: You are already connected with a Customer Care Agent."]
["Customer: …\nCustomer: Troubleshooting\nCustomer: Customer service\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: Im trying to start my free 14day trial and its not giving me a option for payment but its saying payment failure \nHuman Agent: Are you on an Android device or an Apple device?\nCustomer: And im also having trouble getting your responses.. ive been contacting support all day\nCustomer: Apple\nHuman Agent: Okay, what plan were you trying to start a trial of?\nCustomer: I cant think from the top of my head\nCustomer: I cant even pull\nUp the options \nHuman Agent: You're welcome to back out of the chat, review the plans in the cloud section of the app, and then return here. The chat remains active for 7 minutes since the last message. \nCustomer: Ok premium i think.. and it was another one to add \nCustomer: Oh it was the vault plan too\nCustomer: Premium and basic plans\nHuman Agent: Okay, currently we're experiencing a bug we hope to have resolved soon with starting the trial in the app so I'll apply a 1 week trial on my end of cloud recording to keep you covered until that issue is resolved, then you may sign up for a normal 2 week trial with full features once the issue is resolved. Would you like that on all 4 of the cameras? Unfortunately until the issue is resolved, there is nothing I can do to apply temporary vault storage. \nCustomer: Yes i guess that’s better than nothing.. so after that’s over then what do i do?\nHuman Agent: The issue will likely be resolved within the next day or two at which point you may go to the cloud section of the app and start your trial as normal or you could wait until your current service ends to start it if you would like. \nCustomer: Yes that’s fine.. how will i know when it’s been resolved?\nHuman Agent: You can try again to start the trial to test it. It should definitely be resolved by the time your trial is up, but otherwise may try earlier too if you'd like. I have applied the service time on the cameras for now to cover them over the next week for recordings. \nCustomer: Ok.. is that why it’s telling me payment failure \nHuman Agent: Is it currently just going to a page that says uh oh and says something went wrong with your payment and such when you hit start free trial? If so, yes. \nCustomer: ?\nHuman Agent: I had said \"Is it currently just going to a page that says uh oh and says something went wrong with your payment and such when you hit start free trial? If so, yes. \"\nCustomer: Yea and ok thank you ill check back next tues then right?\nHuman Agent: Sure, you can do it then or may check earlier as well if you would like after a day or two."]
["Customer: Hi\nCustomer: Operator \nCustomer: Agent \nCustomer: Hi\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Hi is it mandatory to have a cloud?\nHuman Agent: No, the cloud service is optional and not a requirement. \nCustomer: So where can my recordings go if i dont have your cloud?\nCustomer: I mean where will they be saved\nHuman Agent: cameras without cloud service will create a 10s clip when there is motion to trigger it, then have a cooldown of 3 minutes, if there is more motion it will take another 10 second clip. You can review these clips in the event section of the app and download them onto the phone from there before they overwrite to make room for more video\nHuman Agent: They do not save on the phone unless you download the clip to save in the phones photo gallery. \nCustomer: Can I link my personal cloud to this camera?\nHuman Agent: No, the cameras are not compatible with NVRs, DVRs, or third party cloud services.\nCustomer: Ok thanks\nHuman Agent: You're welcome, have a great day"]
["Customer: I need to cancel all camera and accounts\nCustomer: Agent \nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: Yes I believe so\nHuman Agent: Open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option."]
["Customer: Im being charged 2 different times i beleive I should have 2 device service \nCustomer: How do I contact them\nCustomer: AGENT\nCustomer: Hello\nCustomer: -1\nHuman Agent: I took a look at your account. There is a Monthly Premium Plan for 2 devices through your Google account. That is the only active subscription showing on your account at this time.\nCustomer: Ok perfect\nCustomer: And it's up to date\nHuman Agent: To check the status of your subscription managed by Google, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to see its status.\nCustomer: It dont show up\nHuman Agent: Then you are looking in a different Google account than the one used to start the subscription.\nCustomer: Yea"]
["Customer: Agent\nCustomer: Ok\nHuman Agent: How can I assist you?\nCustomer: Just want to see if you can fix my Al notifications \nCustomer: They are grey out… I do have a subscription I pay for \nHuman Agent: Did you try canceling the subscription and resubscribing?\nCustomer: D/static_file/6e0a74f90d_1_20250128161254.png\nCustomer: I did that on 1/1/2025 Bcz of the issue \nCustomer: And it just keeps raising the cost of the subscription \nCustomer: I was paying 2.99 now I’m paying 3.99\nHuman Agent: The promotional price is just for the first billing period. After that it renews at the regular price.\nCustomer: That’s fine I’m still paying the regular price now and the Al notifications don’t work\nHuman Agent: Can you try canceling the subscription and then going to the app and resubscribing?\nCustomer: I will be recharged again. And I do not want to do that \nHuman Agent: If you subscribe to the same plan and use the same Apple account, it would just reactivate the subscription. Although it may be different here since it shows you refunded the subscription through your Apple account.\nCustomer: D/static_file/daf6be85f7_1_20250128161753.png\nHuman Agent: Did you cancel the subscription in your Apple account first?\nCustomer: I’ve done this already . I do not want to be recharged.. I’ve already paid 3.99 for the month it’s suppose to renew on the 31st. If I cancel it now and renew I’m paying another 3.99 for January\nHuman Agent: It will not let you resubscribe if it is already subscribed. If you subscribe to the same plan and use the same Apple account, it would just reactivate the subscription. Although it may be different here since it shows you refunded the subscription through your Apple account.\nCustomer: Ok"]
["Customer: Can I talk to a person \nHuman Agent: How can I assist you?\nCustomer: I was wanting to resubscribe to my cloud service, but it keeps saying I already subscribed \nHuman Agent: It looks like you had a subscription and it tried to renew, but failed. It may still be in the Grace Period so you may be able to update the payment information in your Google account. Otherwise, you can check the status in your Google account and cancel it and then resubscribe.\nHuman Agent: To check the status of your subscription managed by Google, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to see its status.\nCustomer: I already tried that...it doesn't work \nHuman Agent: Lets try again and take a look. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: No  not right now \nHuman Agent: If you do not have access to an android device currently you can follow this guide on how to cancel your subscription via Google. https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid\nCustomer: It says it's already been canceled, but it will not let me resubscribe \nHuman Agent: Did you go to the Google account? Or are you looking at the Zmodo app?\nCustomer: I went to the Google account.  It says I have no subscriptions \nHuman Agent: Then you probably went to a different Google account than the one used to start the subscription. Because it would also show past subscriptions there if there had been any.\nHuman Agent: If there is another Google account that may have been used, then you can try checking that Google account. Or you can try to subscribe through the web app at user.zmodo.com.\nHuman Agent: If you subscribe through the web app, I would still recommend checking for other Google accounts and make sure that subscription is canceled. If it is not canceled and still in the grace period and you update the payment method on that subscription, then it may renew.\nCustomer: Ok  I'll try that.   Thanks \nHuman Agent: You're welcome."]
["Customer: Hello\nCustomer: I paid my cameras lastnight but they are not working \nCustomer: They are working but only snips\nCustomer: Agent\nCustomer: I paid my cameras lastnight with a different card. It costed almost 43 dollars and they aren't working \nHuman Agent: It looks like the plan you subscribed to yesterday was a Clips Plan. So the camera will record when the camera detects motion.\nCustomer: For 43 dollars\nCustomer: That's not what I want.  I want my continously like I have always had\nHuman Agent: It also looks like you had a different subscription that expired, so it turned off the subscription on the cameras. I turned the subscription back on, so they should start recording the motion clips again.\nHuman Agent: Then you will want to subscribe to the Platinum Plan. Can you go to the Cloud tab and scroll down to see the active subscription on your account? We can see which subscription you subscribed to there.\nCustomer: Platinum unlimited\nCustomer: D/static_file/d944bd4f2c_1_20250219132706.jpg\nHuman Agent: Can you tap on View Details for that subscription?\nCustomer: D/static_file/40d2aaf8a7_1_20250219132828.jpg\nHuman Agent: Can you tap on Edit for the devices and unselect one of the cameras? Then tap on Edit and enable it again on that camera. I want to see if that will refresh the subscription on the camera.\nCustomer: It only let me enable all at once so I did and redid it\nHuman Agent: Well, that is what I mean. You tap on Edit and remove it from one camera. Then tap on Edit and enable it again on that camera. You can leave the other three cameras alone."]
["Customer: Hola \nCustomer: Si quisiera saber cómo hago para que las cámaras estén grabando continuamente \nCustomer: Cómo se llama ese plan\nCustomer: Cómo se llama el plan que necesito comprar?\nCustomer: Agente\nCustomer: Hola\nCustomer: Hi!\nHuman Agent: ¿Cómo puedo ayudarte?\nCustomer: Si \nCustomer: Tengo las cámaras ya con internet \nCustomer: Solo q graban por ratos \nCustomer: Y cuando hay movimiento \nCustomer: Pero pedazo corto\nCustomer: Que plan es el que me recomiendas comprar?\nCustomer: Hola \nCustomer: Nadie responde?\nHuman Agent: Si desea una grabación continua, deberá suscribirse al \"Platinum Plan\"."]
["Customer: Was wondering if you where able to charge my subscription?\nCustomer: 1\nCustomer: How do I do that?\nCustomer: Where you able to charge my subscription?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You don't seem to have any active subscriptions as your old one failed to renew and was eventually cancelled. \nHuman Agent: If you would like to resubscribe, you may do so from the store section of the app. \nCustomer: And was my fourth camera added back to the subscription \nCustomer: I had to replace one with a new one \nHuman Agent: You don't seem to have any active subscriptions as your old one failed to renew and was eventually cancelled. If you would like to resubscribe, you may do so from the store section of the app. \n\nCustomer: Any specials on 4 cameras?\nCustomer: Do you guys have a 800 customer service line?\nHuman Agent: At present we do not have any cloud promotions, but we often have them around the holidays. \n\nWe do not, though we do have callbacks available on request. \nCustomer: Can I receive a call?\nHuman Agent: You may schedule one via that button. Please make sure to submit your phone number in the XXXXXXXXXX format without any spaces or dashes. We cannot subscribe you from our end, but we'd be happy to help guide you if you have any trouble with it."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Speak with someone\nCustomer: Agent\nCustomer: Hey i wanna cancel my subscription \nHuman Agent: Let me take a look at your account.\nCustomer: Thanks\nHuman Agent: I see a subscription for 5 devices on your account. The subscription failed to renew and should expire soon from the Grace Period if the payment is not updated. I can cancel the subscription, as well, if you would like. Are you wanting to cancel the subscription on all 5 cameras, or are there specific cameras you want to cancel the subscription on?\nCustomer: Imma resub after\nHuman Agent: Okay, that is fine. I can cancel the subscription, as well, if you would like. Are you wanting to cancel the subscription on all 5 cameras, or are there specific cameras you want to cancel the subscription on?\nCustomer: Yes\nCustomer: Cancel all 5\nHuman Agent: Alright, I have canceled the subscriptions for the cameras."]
["Customer: Troubleshooting\nCustomer: Speak with a human being \nCustomer: Troubleshooting\nCustomer: Video won’t play back. It just stalls and won’t play back\nHuman Agent: Which camera are you having trouble viewing the Playback on?\nCustomer: All of them \nHuman Agent: Okay, there could be a few reasons that you are not able to view the Playback footage. Can you tap on Playback for one of the cameras and send a screenshot of what you are seeing and the error message that you get?\nCustomer: Yes \nCustomer: D/static_file/6e459f1ba1_1_20241007113921.png\nCustomer: You can move the slider but the video won’t play \nHuman Agent: Can you try downlaoding the Zmodo app and viewing the Playback there? \nCustomer: ?\nHuman Agent: There have been reported issues with the Playback in the Smartz Eaze app and some iOS devices. The Playback should still work through the Zmodo app if that is the issue. Can you download the Zmodo app and try viewing the Playback in the Zmodo app?\nCustomer: Just get this app fixed, it was working fine until last week \nHuman Agent: As I said, we are looking in to the issue. However, you can still use the Zmodo app. It is the same account information. And if it does not work in the Zmodo app, then it would be a different issue.\nCustomer: I paid for unlimited 60 day playback and I expect that to be available to me \nHuman Agent: I understand. That is why I am telling you to try the Zmodo app.\nCustomer: It’s a hassle to have 2 apps for the same service. I had the Zmodo app for years and it wouldn’t connect to the new cameras and required this app to connect to the new cameras and that’s why I have this app. When do you expect this app to be repaired and working with playback? \nHuman Agent: The cameras would be able to be connected and setup with the Zmodo app. You can use either the Smartz Eaze app or the Zmodo app to setup and view the cameras. Did you download the Zmodo app and does the Playback work in the Zmodo app?"]
["Customer: Need to cancel my subscription\nCustomer: Agent\nCustomer: I’ve tried to cancel my subscription and I am not able to. I cannot afford this anymore\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: Yes. I think I’m signed into my apple account\nCustomer: Thank you! I figured it out\nCustomer: I didn’t realize it was through apple\nHuman Agent: You're welcome. Do you have any other questions?"]
["Customer: Live agent\nCustomer: Agent\nCustomer: Billing issues \nCustomer: Agent\nCustomer: Agent\nCustomer: Agent \nCustomer: Ok thank u\nHuman Agent: How can I assist you?\nCustomer: I’m not sure what’s going on paid twice for both my cameras first it didn’t work  removed a camera that wasn’t paid for wouldn’t let me pay now it’s making me pay again for it when it are ready took the charge I have two devices that I paid for charged three times!!\nCustomer: D/static_file/59dd2b3cbe_1_20241022092811.png\nCustomer: Only one camera is working it’s saying I need to pay for the other one again\nCustomer: D/static_file/6cebeebf50_1_20241022092907.png\nCustomer: I paid 21.32 for both \nHuman Agent: You have a subscription for one device on your account. It looks like you upgraded a subscription on this account and that is what the $10.66 charge is. Often times, you may see a pending charge that gets removed but you would want to check your Apple account for the subscription status and potentially contact Apple. Apple processes the payments, so we do not have any access to specific information about the charges or payment method.\nCustomer: Why isn’t it letting me pay for both cameras \nHuman Agent: It looks like you may have setup the second camera on another account and started a subscription there. So that would be the second charge.\nCustomer: Yes on my second account and it’s still not working it’s asking me to pay for it again\nHuman Agent: The cameras are on different accounts. You can only subscribe a camera through the account it is setup on. You cannot subscribe a camera that is shared to your account.\nCustomer: Correct \nCustomer: Once’s on Grover614 and ones on bowenbillie69\nCustomer: So what account do I pay both of them on then\nHuman Agent: So that is why you cannot start a subscription for two devices. They would need to be on the same account for that. Apple only lets you have one subscription like that through your Apple account. So essentially, when you go back and forth subscribing the cameras, it is likely just moving which account is subscribed.\nHuman Agent: They would need to be on the same account if you want them on the same subscription.\nCustomer: See I tried that it didn’t work that’s why I put it on a different account it kept saying it are ready exist even tho one of them didn’t have a subscription I paid for one then tried to pay for the other one an hour later\nHuman Agent: If you are trying to subscribe a second device on the same account, you would need to have the original device and the new device selected. So you would have 2 devices selected. Then Apple cancels the original subscription for one device, you will get a prorated refund for the original subscription, and then it will charge you for both devices and it will start a new subscription for both devices.\nCustomer: Do I have to pay for them all together??\nHuman Agent: If you want to subscribe through your Apple account, yes. It only allows one subscription through your Apple account. So you would pay for both of them together.\nCustomer: ?\nHuman Agent: I did not get another response after I answered your question about paying for them all together. Did you receive my answer? I will send it again in case it did not go through. Do you have another question?\nHuman Agent: If you want to subscribe through your Apple account, yes. It only allows one subscription through your Apple account. So you would pay for both of them together."]
["Customer: there are gaps appearing in recording ... it is not onternet because it doesnt happen on all cameras\nCustomer: it happens on differant cameras at differant times\nCustomer: it is not that\nCustomer: someone is erasing or shutting down remotely\nCustomer: ageht\nCustomer: agent\nCustomer: I have done all of your suggestions and someone is erasing and interupting service to cameras ...it is not power supply or place ment because it happens on all differant cameras at times that I need them \nHuman Agent: Looking at your account, it looks like some of the cameras on your account are offline currently. Which cameras are you noticing issues with?\nHuman Agent: And it looks like the cameras that are online go online and offline frequently. That is typically caused by a network connection issue. Are you there with the cameras at this time to troubleshoot them?"]
["Customer: Set up\nCustomer: I want to change my cloud recording system \nCustomer: How can I contact cloud services ?\nCustomer: Agent\nCustomer: Agent\nCustomer: I want to upgrade farther on my cloud system \nCustomer: I want to change from clips to platinum \nHuman Agent: It looks like you have the Clips Plan currently on your cameras. If you want to change, then you would start a new subscription for one of the continuous plans. It would charge a new subscription for the cameras and you would have to contact Apple about potentially getting a refund for the Clips Plan, but I cannot guarantee that they will refund it.\nCustomer: You can’t just upgrade the plan \nCustomer: It just happened today \nHuman Agent: I cannot change your subscription plan."]
["Customer: Is my account open?Are you taking out my payments monthly\nCustomer: How can I contact customer support\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\n\nCustomer: Are my payments being taken out from my account?\nI see January 7th payment.I didn't see february payment\nHuman Agent: You currently have 4 cameras subscribed on this account. It looks like for your subscription the processor is Google for the billing, I am not able to see the billing info due to this. To see and check that info I can tell you where to go to navigate there, one moment.\nCustomer: Why is it from Google?Is that the way it's supposed to be\nHuman Agent: You would go to your google subscriptions area, so for that you would open the play store, Click your profile in the top right, click payments and subscriptions, then here you can check subscriptions or payments to see the billing hsitory/.info from there.  On my end it shows all the cameras have an active subscription though and I don't see where google has notified us of any troubles with the billing for your account, but its best to check directly with them.\nHuman Agent: Yes, its normal, For android phone users, when you subscribe in the app it goes through google for the billing processor, for apple users the same is true for apple and they (apple) are the processor instead."]
["Customer: Pls help\nCustomer: You guys changed my access to my camera that I'm paying for. \nCustomer: I have 4 cameras that I pay to have 7 days of footage recorded and saved. You are blocking one of my cameras. Camera name LUKE.\nCustomer: No\nCustomer: You're blocking it\nCustomer: I need to speak with someone\nCustomer: A real person\nCustomer: Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. It sounds like your having some trouble with the playback on a specific camera named Luke is that correct? If so can you go to the playback for that Luke camera, take a screenshot then send that to me to review how it appears.\nCustomer: Yes that  is true\nCustomer: With the vault added to the app, it has blocked my luke camera.\nCustomer: The other three on paid subscription work  fine\nCustomer: Brb\nHuman Agent: Okay\nCustomer: D/static_file/b4409dd10e_1_20250227104316.jpg\nCustomer: D/static_file/4a8fac23d0_1_20250227104321.jpg\nHuman Agent: Okay, I want to have you try viewing playback slightly different for the Luke camera to see if its showing the same there as well. Can you try going to the Device list, then from there click playback on the Luke camera then take another screenshot and send that to me.\nCustomer: Ok\nCustomer: D/static_file/d00c9c4656_1_20250227104816.jpg\nHuman Agent: Your currently trying to view it from local playback (from the NVR), click the cloud on the top right then take and send another screenshot to me. \nCustomer: Ok\nCustomer: D/static_file/1c170acab6_1_20250227105108.jpg\nHuman Agent: Okay, For this camera named Luke, is it in a group with the other cameras at all?\nCustomer: Yes\nHuman Agent: Okay, that perhaps might be the culprit, but before I have you do anything more in the app. I want to be sure your app is fully up to date , Can you in the app go to the Me section, tap system settings, then take a screenshot of that and send it to me, I will check what version of the app it shows there to see if it is up to date or not. \nCustomer: Ok just so you know, I didn't have this problem  until I updated the app to include \"the vault\" feature.\nCustomer: D/static_file/f50508152e_1_20250227105906.jpg\nCustomer: D/static_file/de5fe0f6bc_1_20250227105912.jpg\nHuman Agent: The Vault feature is not what would be causing this specific bug, this bug arose when the first update came out but there was a patch with the most recent update, It does look like you have an update available for the app. Please update the app then let me know once its finished and then I will have you check the playback on the Luke camera again. \nCustomer: Ok\nCustomer: Yes\nCustomer: Iam doing what you told me to do\nCustomer: For some reason, now I have two camera views for the same camera.\nHuman Agent: Okay, that's no problem. That message is an automated one. \nCustomer: Luke is my camera\nCustomer: Now there's another instance named 01\nHuman Agent: Are you able to check the playback on the luke camera properly now from the app after the update?\nCustomer: Give me a second\nHuman Agent: Okay\nCustomer: Yes. It does playback now but it takes me all the way back to 12 am, not to the time I select from the motion clips. \nCustomer: I don't know where ch01 came from\nCustomer: Although it is the lule camera\nHuman Agent: Whenever you click playback it will take you to the beginning of the day, then you would use the scroll wheel to select the specific time and select it by tapping. \nHuman Agent: Can you take a screenshot of the CH1 camera you speak of?\nCustomer: Yes\nCustomer: D/static_file/c086a79425_1_20250227111638.jpg\nCustomer: D/static_file/afd6576c6b_1_20250227111650.jpg\nCustomer: D/static_file/e841807911_1_20250227111656.jpg\nCustomer: D/static_file/dcfa2e754d_1_20250227111729.jpg\nCustomer: D/static_file/e65d2fca63_1_20250227111737.jpg\nHuman Agent: Yes, that is accurate. You have an NVR, and the NVR itself labels cameras based on their channel, its telling you that CH1 is the Luke camera for the NVR. You can ignore this as it really doesn't matter for the NVR itself unless you are viewing it locally with a monitor/mouse as it will not show the cameras individual names and would only show the CH1,CH2 ECT names only.\nCustomer: Ok. Thanks.\nHuman Agent: No problem. Any other questions before we go?\nCustomer: No, thank you. Have a great day.\nHuman Agent: Thank you as well, have a beautiful rest of your day as well. take care"]
["Customer: cloud\nCustomer: agent\nCustomer: agent\nCustomer: agent\nCustomer: hello\nCustomer: i having trouble with the cloud service\nCustomer: agent\nHuman Agent: How can I assist you?\nCustomer: i actived my cloud services for 2 camaras on 10/30 but they were working\nCustomer: only 1 camara is recording now\nCustomer: and i paid both 2 on the 10/30 and again today \nCustomer: i need ti speak\nCustomer: what is the phone number\nCustomer: i did already\nCustomer: agent\nCustomer: ok \nHuman Agent: Which camera on your account is not recording?\nCustomer: let me check\nCustomer: porch or front\nHuman Agent: It looks like it may have been the camera named \"Porch\". It looks like you were changing the subscription and it got deactivated. I turned the status back on for the subscription.\nCustomer: porch is not working\nCustomer: and they charged me for both on 10/30 and today\nCustomer: i were double charged also\nCustomer: one time on the 10/30 and today also\nCustomer: should be charged every 30\nHuman Agent: It looks like you subscribed once through your Google account and then subscribed them again today through the web app. So you subscribed them twice. You would want to cancel one of the subscriptions. You can cancel the Google subscription through your Google account, or you can cancel the subscription managed through the web app by canceling it in the app.\nCustomer: is already cancel\nCustomer: but on the 30 wasn't thought google\nCustomer: they both are throught the web because the charged me same account amount\nCustomer: with google was i little be more\nHuman Agent: Did you cancel the subscription on your account and then restart the subscription again today?\nCustomer: not sure\nCustomer: but the porch camara is still kot recording\nCustomer: can yoy check was is going on?\nHuman Agent: It is recording now. You can try restarting the app. But you may also need to wait for it to record a small backlog of footage before it starts showing you video.\nCustomer: i just click something today because both camaras wasn't recording\nHuman Agent: So, it looks like you subscribed twice to the same subscription. You should not be able to do that, so we can cancel and refund that subscription that you started today.\nCustomer: do would be able to return one of the charges?\nHuman Agent: Did you get my last message? We can cancel and refund that subscription that you started today.\nCustomer: doesn't make sense\nCustomer: i was charged 2 times\nHuman Agent: Yes, so we would cancel and refund the second subscription that you started today.\nCustomer: and the camaras wasn't recording\nCustomer: ok pls\nCustomer: and thank you\nHuman Agent: You're welcome.\nCustomer: the porch camara is still not recording\nCustomer: what i suppose to do\nHuman Agent: What do you see when you tap on Playback for that camera?\nHuman Agent: Have you restarted the app?\nCustomer: not yet\nCustomer: restart\nCustomer: you mean logout and log in\nHuman Agent: No, I mean restart the app. That means to close the app completely, not just minimize it, and then open it again. You can also turn off the phone or tablet and then turn it back on and that will restart the app, as well.\nCustomer: says that the subscription is expired\nCustomer: i did and still the same\nCustomer: not recording the porch one\nHuman Agent: What do you see when you tap on Playback for the camera?\nCustomer: subsciption expired\nCustomer: D/static_file/f0eee78e57_1_20241118115203.jpg\nHuman Agent: Yes, please restart the app. Or restart your phone. You can also uninstall and reinstall the app.\nCustomer: i will try\nremove the aop\nCustomer: since i did everything else"]
["Customer: Hi can  you please check my plan\nI couldnt excess the recording from last night\nCustomer: Do i have problem with my subscription \nI couldnt excess the recording from last night\nIt keeps showing subscribe now message but when i want to purchase it says the plan already exist\nCustomer: Arent you customer support?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like you just subscribed this morning. So it only would have footage on the camera you subscribed from the time you subscribed onward. \nCustomer: Oh\nIf thats the case, it s ok\nThank you\nHuman Agent: No problem, is there anything else I can help you with for now?"]
["Customer: I was wondering if I could get camera footage for November 1st at noon to November 2nd at noon if I can't get it per se for myself there's actually an ongoing investigation with the police and they need to pull the back camera footage for that time\nCustomer: Okay so if I subscribe today it will go back\nHuman Agent: Hi my name is Wendy.  Paid cloud plans start when purchased.  It will not allow you to playback footage from before the cloud plan started."]
["Customer: I canceled my subscription and I'm still getting charge\nCustomer: How do I get in touch with an agent?\nCustomer: Hello\nHuman Agent: Hello, you've reached customer care, my name is Kylie. let me look up your account subscriptions one moment \nHuman Agent: Looks like you still have one camera subscribed, I can cancel it for you, one moment while I do that.\nCustomer: Yes\nHuman Agent: I successfully canceled the subscription, it will no longer renew from this point forward \nCustomer: Ok Thank you\nHuman Agent: Have a good day"]
["Customer: My cloud service is saying it expired, but it doesn't until the 30 oct\nCustomer: Agent\nHuman Agent: Which camera is showing it is expired?\nCustomer: I know inside 1, but let me check the other one. I talked to Dillon earlier and he was trying to get it set up for me to renew my subscription\nCustomer: It is showing for both devices\nHuman Agent: Which cameras?\nCustomer: I was trying to renew my subscription earlier than the 30th \nCustomer: Inside 1 and Garage\nHuman Agent: The subscription is canceled, but it still has remaining subscription time on the cameras. So the cameras are still recording to the cloud.\nCustomer: I can't see the timeline anymore it says subscription is expired\nHuman Agent: Can you go back to the home screen and tap on Playback for the \"Garage\" camera?\nCustomer: I did and it says cloud service expired\nCustomer: D/static_file/807b36617e_1_20241023171116.jpg\nCustomer: It says this for Inside 1 too\nCustomer: Do you have any call appointments left for today\nHuman Agent: No we do not have any more for today. I can send you an invitation to schedule a callback for tomorrow.\nCustomer: I don't want a call back\nCustomer: What is the issue? Did Dillion forget to turn my subscription back on\nHuman Agent: The subscription is on for those two devices and it is showing as recording on our end. Can you try restarting the app or phone? Or do you have another phone, tablet, or computer that you can try viewing the Playback on?\nCustomer: It says the same thing on my other device\nHuman Agent: Can you tap on the calendar at the bottom and change it to another date and see if you can see footage? Then can you try changing it back and see if it will show the footage for today?\nCustomer: Dillion did something to turn it off to see if I could pay for another month before it expired on 30 October\nHuman Agent: You could also try resubscribing through the app. You would likely need to fix the issues with the payment method set in your Google account.\nHuman Agent: He unassigned it and then reassigned it when you could not resubscribe. That is why I suggested restarting the app or the phone. You can also try uninstalling the app and reinstalling it.\nCustomer: Changing the date worked. It is showing now..\nCustomer: Dillion told me to wait to 30 October to renew\nHuman Agent: I am glad it is showing now. You can wait until October 30th to renew, if you would like to.\nCustomer: It wouldn't let me renew early. We tried but it didn't work\nHuman Agent: I understand. As Dillon said, it is likely an issue with the billing that you have setup in your Google account.\nCustomer: I guess I have to try rebooting my phone. When I went back into the app it said the same thing and I had to change the date and change it back again\nHuman Agent: Yes, you can change the date again if you need to.\nCustomer: I rebooted my device and it is still doing it. \nCustomer: Do I have to do this until 30 October?\nHuman Agent: You can also try uninstalling and reinstalling the app on your device.\nHuman Agent: Otherwise, you can try to resolve the billing issue that you were having before when you could not renew the subscription and try to renew the subscription.\nCustomer: But I couldn't renew \nHuman Agent: That is why I said to resolve the payment method issue you were having with your Google account and then try to renew.\nCustomer: Will that erase my 7 days i have left. \nHuman Agent: Resubscribing to the same plan would just restart the automatic renewal. So instead of expiring on 10/30/2024, it will renew.\nCustomer: I noticed that the date said it expired 29 October instead of 30 October \nHuman Agent: Yes, that is when it was set to renew. You can see the subscription status in your Google account.\nCustomer: Where it says enabled devices under my subscription, there are no devices\nHuman Agent: Yes, that is because you were not able to edit the subscription, so Dillon manually added the subscription to the cameras.\nCustomer: D/static_file/4328260bb6_1_20241023174720.jpg\nCustomer: Did you get the picture\nHuman Agent: Yes, what did you send the picture for? Did you see my previous response about how it will say there are no devices because you were unable to edit it so Dillon had to manually add the time to the cameras?\nHuman Agent: I want to let you know that the Live Chat support will close in 10 minutes. If we run out of time, I will send you an invitation to schedule a callback.\nCustomer: Here is the other picture where it has expired on 10/29/2024\nCustomer: D/static_file/a86d28757b_1_20241023175318.jpg\nCustomer: Grant, are you still there\nHuman Agent: Yes, the subscription is recording even though it shows as expired there. It is likely just because it was not letting you edit it properly so the camera is showing as expired even though it is recording.\nHuman Agent: The Live Chat support will be closing for the evening. You can tap on Schedule Call to make a callback appointment. Have a good evening.\nHuman Agent: The Live Chat support will be closing for the evening. You can tap on Schedule Call to make a callback appointment. Have a good evening.\nCustomer: I just tried to renew and I got the same error message. \n\n\"We are unable to change your subscription plan\""]
["Customer: cancel subscription\nCustomer: walk me through it.  I dont see a cancellation option\nCustomer: agent\nCustomer: Please turn off auto renewal\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I'll assist with the subscription through us, though if your Apple subscription is still active at all, you'll need to cancel that from your Apple subscriptions. It looks like it did not renew this year, but I just want to note that to be safe as we cannot see Apple subscription status from our end. To do that you can see more info on cancellation here. https://support.apple.com/en-us/118428\nCustomer: what makes you think i signed up trough apple?\nCustomer: I did for one device only and that has exppired\nCustomer: I want to cancel the rest which just renewed in September\nHuman Agent: I see the past charge and see it has not renewed recently, but that can also be due to failure to renew. So I just wanted to note that to make sure since we cannot see the status from our side. I've assisted with cancelling the others. \nCustomer: Somehow it renewed having nothing to do with apple\nCustomer: the payment method asscoiated with the actiuves is a paypal account\nCustomer: $174.62 per year.  renewed 9/17/24.  Thats the one I want to cancel\nHuman Agent: I understand. They were two subscriptions. I cancelled the one through us which was for 6 cameras. The apple one had not renewed this year, but again as I cannot see the status on my end of it, I just wanted to make sure you were cancelled on that one as well in case it were still subscribed and had just failed to renew since I cannot check it's subscription status on our end. \nCustomer: ok thanks.  so they will still work until september of 2025 or will it stop now and refund unused?\nHuman Agent: You will still have the full service time you'd already paid for going until September of 2025 on those cameras. \nCustomer: ok thanks.  can you please send an email confirming that it will not renew\nHuman Agent: You would have already received an automated email about cancellation. If you do not see it, please check your spam."]
["Customer: I was a customer of Meshare and paid for my subscription which should be paid up until June 2025 had to get two new cameras with Zmodo and they told me that my subscription would be transferred over and it’s not turned on on my app. can you please help\nCustomer: -1\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom. Please make sure you use the meshare app. \n\nCustomer: Yes, I am a previous customer of Meshare which had to switch my cameras and already paid my subscription for 7495 which is good until June 20 25 when I put my Zmodo cameras up it didn’t transfer. I need somebody to transfer my subscription and turn it on until June 2025.\nHuman Agent: Are you using the Zmodo app or the meshare app? \nCustomer: Zmodo app\nCustomer: Please help \nHuman Agent: Okay that is why the subscription was purchase under the meshare app, please sign into the meShare app\nCustomer: I have already deleted the Meshare app off my phone\nHuman Agent: All you need to do is redownload it and sign in with the account. We cannot transfer the subscription via apps. \nCustomer: I had to take it off my phone when installing the Zmodo cameras because everything wasn’t working together, so I had to uninstall it and take it off. You can look up under my name my address my phone number, but please transfer my subscription and turn it on under the Zmodo account\nHuman Agent: I CANNOT transfer the subscription between apps. \nCustomer: Then how am I supposed to get my paid subscription until June 2025 ?? \nCustomer: They told me that it would transfer \nHuman Agent: Download the meshare app, sign into the account, enable the service on the new cameras. \nHuman Agent: Yes in the meShare app!\nCustomer: I tried that and it did not work \nHuman Agent: You can use the meShare app with the Zmodo cameras\nHuman Agent: Are you willing to try and follow my instructions? \nCustomer: No I can’t not where I live and my internet \nCustomer: I tried when I first got the Zmodo cameras and it took me three days just to get the cameras hooked up. They don’t work on the Meshare app any longer. I would like my subscription or I’d like a discount.\nHuman Agent: I am sorry, I do not understand this message \"No I can’t not where I live and my internet \" Can you please explain it further. \nHuman Agent: Please I am trying to help you."]
["Customer: Help\nCustomer: I have to switch my camera sevic3\nCustomer: No \nCustomer: Change my plans to old camera to new onew\nCustomer: How can contact customer service \nCustomer: Hello,  I have some old camera that stop working so I brought new ones, but I want to switch my plans to the new ones that are on trail \nHuman Agent: One moment while I review your account.\nCustomer: Ok\nHuman Agent: You can edit the enabled devices on your subscription in your app. Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “Enable” at the bottom.\nCustomer: Ok- can I delete the old camera that don't work anymore\nHuman Agent: Yes, you can delete cameras from your account if you would like to."]
["Customer: I subscribed for cloud service on 9-13-2024 and the money came out of my bank account however on my zmodo account I still cannot see the previous week of recordings. It says I don’t have the cloud subscription???  Any ideas??\nCustomer: I can’t see any video footage except for current day. I have used zmodo cloud service in the past so I am familiar with the operation. \nCustomer: Cannot see any video footage except for the current day. How to link my current zmodo cameras to my new subscription for cloud service \nCustomer: How do I link my cameras to the cloud service subscription?\nCustomer: I already did those suggestions and paid for zmodo plan for 99.00 on 9-13-2024. Still cannot see any recording?\nCustomer: Can you give me a phone number that I can call and speak with someone regarding this issue\nCustomer: How can I contact the support agents?\nHuman Agent: Hi my name is Wendy\nHuman Agent: The 2 apple cloud plans are currently on cameras ZMD13HFDA209903 , ZMD13HFDA209913.  These two cameras are unbound, not connected to an account.\n\nYou will want to edit which cameras have the cloud plans to enable the plans on back door & front door.\nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\nCustomer: Can you give me a phone number to speak with a service agent please\nHuman Agent: I just sent you an invite so you can schedule a callback.\nHuman Agent: You should be able to enable the plans by following these steps.  Did you give it a try?\n\nGo to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom."]
["Customer: Cancel\nCustomer: Cancel subscription \nCustomer: Agent\nCustomer: Cancel subscription\nHuman Agent: Let me take a look at your account.\nHuman Agent: I see a Yearly Platinum Plan for three devices on your account. Would you like the subscription for all three devices canceled? Or are there specific devices you want canceled?\nCustomer: Cancel all please\nHuman Agent: Thank you for your patience. I have canceled the subscription for all three devices and it will not renew again.\nCustomer: Thanks . Do I have a comfirmation number? \nHuman Agent: No, there is not a confirmation number. There will be automated emails that get sent about the cancelation.\nCustomer: D/static_file/cb881f7afb_1_20241101092048.jpg\nCustomer: I tried to delete the credit card on file but it said no\nHuman Agent: You can try refreshing the page now that the subscriptions have been canceled. Otherwise, once the subscription is expired, you can remove it.\nCustomer: Ok thanks\nHuman Agent: You're welcome."]
["Customer: Hi, my subscription for my two cameras stopped working yesterday, you took the money out as normal. Can you please fix.\nDave\nCustomer: The cameras are still linked to the account and there were no emails about anything \nCustomer: You obviously are not interested in helping me. I will just have to cancel my subscription and get a refund from apple as you can’t fulfill what I’m paying for.\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: One moment, let me check how you are subscribed.\nCustomer: Wendy, thank you\nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\nCustomer: I subscribe via apple\nHuman Agent: You will need to enable the plans on your cameras.\nCustomer: D/static_file/11d56faa41_1_20241216135016.png\nCustomer: It comes up with this error and won’t enable \nHuman Agent: You are on the Zmodo app when trying to enable the plans?\nCustomer: Yes, on the cloud tab\nHuman Agent: If you have a computer could you please login to your account on the web app?  See if you have the same issue when editing the plans on the web app?\nHuman Agent: https://user.zmodo.com/login\nCustomer: I will have to do that later, I’m at work without a computer, I’ll let you know how I go.\nThank you\nHuman Agent: Okay we are here on live chat until 6pm CST if you need further assistance"]
["Customer: Set up\nCustomer: Can I add my new camera to an existing subscription \nCustomer: Will it do it automatically \nCustomer: Will the subscription transfer automatically \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you trying to add another camera to your subscription or to move an existing subscription from an old camera onto a new camera?\nHuman Agent: Looking at your account, it looks like you removed one that was in your subscription so I think you're looking to do the latter. If so, you can go to the store tab at the bottom of the app, hit view details on your subscription there, then change device to assign the service to your new device."]
["Customer: agent\nCustomer: hello\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: i have an issue with my app\nCustomer: porch camara is not recording only on my app\nCustomer: website on my computer works and recording normally\nHuman Agent: So you can view live on your computer, but not on your phone? Is the camera in a group on your app?\nCustomer: yes\nCustomer: for both questions\nCustomer: D/static_file/e391e77699_1_20241119134618.jpg\nCustomer: D/static_file/f2d390534e_1_20241119134626.jpg\nCustomer: D/static_file/56c37c64e6_1_20241119134632.jpg\nHuman Agent: Please try removing it from the group, test the live view in the app, then if it works add it back to the group and test again. \nCustomer: ok trying now\nHuman Agent: Okay. \nCustomer: the camara live works but not recording \nCustomer: when i click says that my subscription has expired\nCustomer: but on my computer is working fine and recoeding \nCustomer: the issue is only on my phone and app\nHuman Agent: If you tap on the calendar, go to another day, then back to the current date, are you able to see it again there?\nCustomer: no\nCustomer: same issue \nCustomer: but only on the app\nCustomer: sorry\nCustomer: when i go to another day works\nCustomer: i just click on yestarday and everything is recorded and works\nHuman Agent: Okay, going back to the original date after swapping dates should also work. \n\nI've tried turning the service off and back on for that camera, can you test again now whether you're still getting the same error?\nCustomer: cheching\nHuman Agent: Okay. \nCustomer: is still the same\nCustomer: yestarday records works but not today \nHuman Agent: Okay, I think this is related to the previous google plan having expired, but there still being time due to your new plan. I've tried to clear the google plan now, please try again. \nCustomer: try now\nCustomer: or wait a little\nHuman Agent: You can try now. \nCustomer: still the same\nCustomer: 🤦‍♂️\nCustomer: not working\nCustomer: i also noticed that ths new plan started from 10/30 and both camara was recording \nHuman Agent: Do you mind if I try an option that may potentially delete current footage? It likely will not, but I do not want to try it unless you're alright with that as I do not want you to potentially lose footage you need. \nCustomer: yestarday i was able to fixed ome of with customer service\nCustomer: yes is fine\nCustomer: i dont need anything from before \nCustomer: you can proceed\nCustomer: i just want to fix this issue asap\nHuman Agent: Okay, one moment. \nHuman Agent: Okay, I've tried and you can check again now, though it's possible this one may only apply to newer footage so we may need to wait 5-10 minutes to know for certain whether it is resolved for future footage. \nCustomer: finally is working now\nCustomer: my plan is from 10/30\nCustomer: but wasn't recording \nCustomer: we was able to fixed one camara only yestarday \nCustomer: and you just fixed the second one today\nCustomer: when it would be my next cc charged?\nCustomer: on the 30 or 18? since the cloud  services wasn't working\nHuman Agent: This camera was recording, just giving that error. It does look like this didn't impact recordings so you should be able to access those recordings still from yesterday. Renewal would occur on the 30th so if you would not like it to renew then, you may cancel so it does not renew at that time as we cannot change the date of renewal. You currently have time active through 12/30 due to the trouble you had here. \nHuman Agent: Ah, actually, it looks like that was due to the two subscriptions. So I'll extend that to 1/18. Though again, this will not impact renewal dates. \nCustomer: ok\nHuman Agent: Is there anything else I can assist you with for now?\nCustomer: so, what dates i would be chargem\nCustomer: every 30 or every 18?\nHuman Agent: I mentioned that renewal would occur on the 30th so if you would not like it to renew then, you may cancel so it does not renew at the time as we cannot change the date of renewal. You would then still have the extra service time applied and could resubscribe when it runs out in January if you would like. \nCustomer: i dont get it\nCustomer: sorry \nHuman Agent: What part do you have a question about?\nCustomer: when i will charge again?\nCustomer: nov 30 or dec 30?\nCustomer: or jan 30?\nCustomer: *get\nHuman Agent: Nov 30th is the next renewal date as you subscribed to that plan on 10/30. It would charge each month on the 30th (or closest equivalent for February).\nCustomer: ok tx\nHuman Agent: No problem. Is there anything else I can help you with for now?\nCustomer: no \nHuman Agent: Okay, have a good day!"]
["Customer: Set up\nCustomer:  Hello\nCustomer: I purchase a new Camara (one of them not working) set it up and only one camar is giving history on my cloud\nCustomer: One of my cameras doesn’t give me history \nCustomer: Agent \nHuman Agent: You will need to edit the enabled devices on your subscription. Tap on Cloud and then scroll down to the active subscription. Tap on View Details and then tap on Edit. Then you can change the enabled devices on the subscription."]
["Customer: How do I use my camera for free\nCustomer: 1\nCustomer: Set up\nCustomer: My plan is expired \nCustomer: I cannot subscribe cause it requires a payment and I cannot pay\nCustomer: 1\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  Is the camera online?  The subscription is optional and is only for recording purposes, if the camera is offline subscribing wont bring them online again. You would just have to go through the setup with the device to try and get it back online if it is offline."]
["Customer: I was waiting for a scheduled call and answered but the call dropped.  Will the Tech call back?\nCustomer: -1\nCustomer: OMG.  I waited hours and now no call back.  This is really bad Customer Support.\nHuman Agent: Hello, you've reached customer care, my name is Kylie, I elt the callback rep know and they just called again but only got your voicemail no one answered\nHuman Agent: They will try to call again in one moment"]
["Customer: Troubleshooting\nCustomer: Went i access garage camera and reads no cloud but I have a subscription \nCustomer: -1\nCustomer: Reads no cloud but I have a subscription \nCustomer: Customer service \nCustomer: Ok\nHuman Agent: Your subscription is the Clips Plan. So the camera would not record continuously. The camera will record when it detects motion. You can tap on the Events tab at the bottom of the app to see the motion events from the cameras.\nCustomer: How much more is the upgrade? I think i pay 50 already\nHuman Agent: There are two subscription options, the Premium Plan and the Platinum Plan. You can tap on the Cloud tab in your app to see all of the information on the plans. \n\nThe Premium Plan is $4.99 per month or $49.99 per year. The Platinum Plan is $9.99 per month or $99.99 per year. The Premium and Platinum Plan subscriptions are per device.\nCustomer: Ok. Thank you \nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: I can’t get my payment to go through for cloud\nCustomer: How do a speak with an agent \nCustomer: Agent\nHuman Agent: It looks like you have a subscription for one device already on your account. How can I assist you with your subscription?\nCustomer: I have six cameras that are active not sure what happened  added my new card and it won’t except payment"]
["Customer: Troubleshooting\nCustomer: I need help in troubleshooting one my cameras. If unable to fix, I need that camera unsubscribed from the cloud service.\nCustomer: I need a an existing camera unsubscribed.\nCustomer: Yes I need help with the unsubscription process \nCustomer: -1\nCustomer: Agent\nHuman Agent: Which camera are you trying to cancel the subscription on?\nCustomer: D/static_file/3965b4fbc5_1_20241202172702.png\nCustomer: I don’t think it’s getting any power. I switched it to another outlet and I still don’t get an LED color\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nHuman Agent: Okay, do you want to troubleshoot the camera or cancel the subscription?\nCustomer: Oh ok, I could do that. I thought I had to go through you guys first\nCustomer: Cancel sub\nHuman Agent: Open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option.\nCustomer: 👍🏼\nCustomer: It’s done\nHuman Agent: Do you have any questions?\nCustomer: Nope all good thanks\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Same plan already existed\nCustomer: Troubleshooting\nCustomer: Customer support\nCustomer: Ok thanks\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I’m trying to subscribe and it keeps telling me same plan already exist \nCustomer: U still there?\nHuman Agent: Okay, I looked up your account and it shows that you did have a subsciption befroe going through apple, I would like to have you check your apple account to make sure it does not show one there being active. To do that you would go to your apple phone settings, tap your profile, select subsciptions then see if the subsciption is listed there with an expiring/expired date or an active date, if you can take a screenshot of that and send it to me\nCustomer: Ok\nHuman Agent: Okay\nCustomer: I’m not seeing it there\nCustomer: I got it thanks\nHuman Agent: Okay fantastic! Is there anything else I can assist you with today or any other questions before we go?"]
["Customer: Hello.  I tried to cancel my subscription but it is not letting me.  Unless I was able to do it and not realize it.  \nCustomer: Thank you, Kylie\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see how you susbcribed.\nCustomer: Thank you\nHuman Agent: It looks like your subscription was going through google for the processor, if you did just cancel It may not show me, to check this you would go to the play store, click your profile in the top right, click subscriptions then select the sub and if it shows an expiring date that means its canceled, if it does not then you would tap cancel then it should show the expiring date there. \nCustomer: Ok, I don't think I understand.  :(\nCustomer: And I tried cancelling it last week\nHuman Agent: Your sub is currently going through google for the processor, you will need to check your google account subscription area to see if its canceled.\nCustomer: I'm sorry but I have absolutely no clue on how to do that.  I do not know what a google account subscription is.\nCustomer: I'm going in play store right now\nHuman Agent: Your susbcirption, for our services, goes through google for the processor, they take the money for the sub and manage the transaction. To Cancel it you would Open the play store, click your profile in the top right, click Subscriptions then look for the Sub and see if it says the expiring date, if it does not and says a renewal date then you would tap cancel then if it is canceled successfully it will show an expiring date. \nCustomer: Well.  I guess I learned something today.  Had no clue.  It says it's canceled now so thank you for your help and patience with me!!!  Enjoy the rest of your day.  :)\nHuman Agent: No problem, thank you as well have a great day."]
["Customer: Why don’t I have playback \nCustomer: Customer service \nCustomer: We pay for a subscription and something just happened in our parking lot and we are unable to play back the footage. It’s saying we need to subscribe yet we already are \nHuman Agent: Hello, you've reached customer care, my name is Kylie.  What is the name of the camera you are clicking playback on? I will look it up."]
["Customer: Hola \nCustomer: Un numero de teléfono donde pueda llamar \nCustomer: Quiero ver mi historial de pago \nCustomer: Por favor necesito ayuda de su personal \nCustomer: Si hablar con una persona \nCustomer: Si\nCustomer: 4059650582\nCustomer: Mi número (405) 965-0582 \nCustomer: Solo hablo español \nHuman Agent: \nHola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?\nHuman Agent: Parece que tienes una cámara suscrita, el procesador de suscripciones es Google, no tengo acceso directo a la información de facturación debido a esto, si deseas revisar esa información, debes ir a tu cuenta de Google en Play Store, hacer clic suscripciones y le mostrará detalles allí."]
["Customer: I recently removed some devices from my account and I need to know what day I remove them but it says I no longer have an account but I should I didn’t remove all of them\nCustomer: how much more detail do you want because that’s pretty detailed\nCustomer: I recently removed some cameras from my Zmodo subscription service I did not remove all of them I still have active cameras through the Zmodo subscription service I need to know when I canceled or what day I removed devices from my Zmodo subscription service is that detailed enough\nCustomer: no I cannot get more detailed than that I apologize that that’s everything there is no more details out there that is the entirety of it\nCustomer: I need to chat with a human\nCustomer: thank you for your help I appreciate it\nHuman Agent: It looks like you canceled your subscription on 10/12. If you removed devices from your account, I cannot see the date that you removed devices from your account.\nCustomer: so I was charged for October to November through Apple but canceled through Zmodo and by doing it on the 12th I thought that I was not going to be charged for the month the full amount less the one device that I kept on the cloud service plan\nHuman Agent: The subscription would need to be canceled through the Apple account that managed the subscription. Canceling the subscription stops further renewals of the subscription, but it does not refund any charges. So the cameras would have the remaining subscription time that was paid for and then that subscription will not renew again.\nCustomer: yes I’m here I sent a message did you not receive it\nCustomer: ?????\nCustomer: so I was charged for October to November through Apple but canceled through Zmodo and by doing it on the 12th I thought that I was not going to be charged for the month the full amount less the one device that I kept on the cloud service plan\nCustomer: so I was charged for October to November through Apple but canceled through Zmodo and by doing it on the 12th I thought that I was not going to be charged for the month the full amount less the one device that I kept on the cloud service plan\nHuman Agent: I did see your message and I replied. It seems you may have not gotten my response. I will send it again.\nHuman Agent: The subscription would need to be canceled through the Apple account that managed the subscription. Canceling the subscription stops further renewals of the subscription, but it does not refund any charges. So the cameras would have the remaining subscription time that was paid for and then that subscription will not renew again.\nCustomer: I understand what you’re saying however I’m curious why I was even able to cancel them through Zmodo furthermore not redirected or or alerted to the fact that I would still be charged for the subscription through Apple? \nHuman Agent: The subscription is canceled through your Apple account. If you only ever tried canceling through the Zmodo account, then it would not have been canceled. You may want to doublecheck the Apple account to make sure you canceled the subscription through the Apple account. To check the status of your subscription managed via Apple. Open the Settings app. Tap your name at the top. Tap Subscriptions, find the subscription then tap on it to see its status.\nHuman Agent: The subscription renewed on 10/11/2024, so the renewal was before the subscription was canceled.\nCustomer: are you still there? i don’t want to be disconnected\nHuman Agent: Yes, I am still here. Are you receiving my messages?\nCustomer: are you still there? \nHuman Agent: Yes, I am still here. Are you receiving my messages to you? If you are not, you may want to try restarting your app.\nCustomer: “ Yes, I am still here. Are you receiving my messages to you? If you are not, you may want to try restarting your app.”\nCustomer: “ Yes, I am still here. Are you receiving my messages to you? If you are not, you may want to try restarting your app.”\nCustomer: that is the last one that I received I canceled on the 12th so I should be eligible for a refund are you telling me to do that through Apple then\nHuman Agent: The subscription renewed on 10/11/2024, so the renewal was before the subscription was canceled.\nCustomer: I understand during this transition. When it comes to the billing of subscriptions is it best to contact Apple about new cloud service accounts or device devices rather and not go directly through Zmodo with billing related questions\nHuman Agent: You can contact us for billing questions if you want to. The subscription is just managed through your Apple account, so there is not a lot we can do billing related other than answer some questions. We do not have all of the information and cannot actually do anything to the subscription or the billing, that would be done through Apple."]
["Customer: I am subscribe to the Platinum plan but for some reason it's telling me that I do not have 24/7 cloud storage\nCustomer: It tells me my account has the Platinum subscription that does not expire until 12/02\nCustomer: So why is it I can only view clips not full video\nCustomer: I am not using the basic free service I paid $14.99 for the subscription for one device\nCustomer: And what is the phone number for customer service\nHuman Agent: Hi my name is Wendy.\nCustomer: Agent\nHuman Agent: Hi my name is Wendy.  One moment I am checking your account\nCustomer: D/static_file/ca1523e187_1_20241105155554.png\nCustomer: It's not allowing me to view 24/7 footage of my device\nCustomer: Cam you please connect me to a customer service agent who can correct this\nHuman Agent: One moment, I will check your account.\nCustomer: That would be nicer \nHuman Agent: ZMD19I2IH406351 cloud plan shows out of service.  Did you happen to remove the camera and set it back up again?\nCustomer: Yes\nCustomer: My subscription is valid thru Dec 02\nHuman Agent: okay.  Could you please login to your Google play account and provide a screenshot of the cloud plan payment history for this subscription?  \nCustomer: Let me try\nHuman Agent: thanks\nCustomer: D/static_file/18f3d7561b_1_20241105160547.png\nHuman Agent: One moment please\nCustomer: It was done off of my other Gmail account \nHuman Agent: okay please wait a few moments\nHuman Agent: Could you please try and enable the cloud plan on the camera again?\n\nGo to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\nCustomer: It shows device one is enabled\nHuman Agent: Yes camera shows the cloud plan is enabled .  Great!\n\nCustomer: But it still isn't allowing me to view continuousl video\nHuman Agent: It was just enabled so it will start recording now\nCustomer: So I can't view footage from a hour ago\nHuman Agent: No it was enabled at that time.\nCustomer: That is b******* because I purchased the subscription now I had a situation that I have to be able to view my cameras from an hour ago and \nyou're telling me I can't\nHuman Agent: The cloud plan needs to be enabled on the camera for it to record footage.\nCustomer: It's funny I was able to view footage earlier this morning but now it wasn't letting me how does that all of a sudden happen?I need to be compensated from this situation \nCustomer: If not after this month I will no longer renew my subscription and I will make sure to put bad reviews about this company on every site possible\nCustomer: Hello\nHuman Agent: Hello -one moment please\nHuman Agent: Unfortunately there isn't anything we can do to compensate for the time the plan was not enabled on the camera.\n\nYou are free to cancel the plan if you would like, that way it will no longer auto renew.  \nHuman Agent: I am unable to cancel the subscription on my end, as you are subscribed via Google but you can follow this guide on how to cancel your subscription via Google. https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid"]
["Customer: I really need your help please.  I tried to cancel one of the camera (out of three) as the way you advised me, then checked the live screen the other two are working so I think I did right action.  However I see the payment information, seems all the three were canceled,   Please check and let me know how I can know the current status of my account.\nCustomer: Yes please help me \nCustomer: I canceled one camera, please confirm me I did only one camera  anceksyion, make sure the other two are still working and paying properly\nCustomer: Agent\nCustomer: Agent\nCustomer: Agent\nCustomer: Agent\nCustomer: Can I speak with customer service? \nCustomer: Thank you\nCustomer: Are you still there?\nCustomer: Are you still there? \nHuman Agent: To check the status of your subscription managed via Apple. Open the Settings app. Tap your name at the top. Tap Subscriptions, find the subscription then tap on it to see its status. You can see the status of the subscription here and if it will expire or if it will renew."]
["Customer: 1 camera constantly stops recording\nCustomer: -1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What cam are you having trouble with?"]
["Customer: I am being charged for two devices when I only have one active with the plan\nHuman Agent: Hi my name is Wendy\nHuman Agent: In order to change your subscription you can go to the cloud tab in the mobile app, choose to subscribe, and then subscribe for only the one camera you want subscribed. As it is a downgrade, the next renewal date would then roll into your new 1 camera subscription. If you would prefer to cancel entirely, you would do so from your Apple subscriptions. https://support.apple.com/en-us/HT202039"]
["Customer: Hello, I would just like to confirm that my account has been canceled or that I am no longer being charged. \nCustomer: How do I contact an agent?\nCustomer: Okay thank you\nCustomer: Hello?\nHuman Agent: The last successful renewal that I see on your account is from 1/11/2022.\nCustomer: Okay does that mean my account is no longer active? \nCustomer: I just want to make sure I am not being charged \nHuman Agent: It means there is not an active subscription on your account. The last charge was from 1/11/2022 and the subscription expired."]
["Customer: Troubleshooting\nCustomer: I just renewed my cloud service subscription this morning and it's not working\nCustomer: -1\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: I just synced the camera, it will take 15 minutes or so to see if that will get the camera to start recording footage."]
["Customer: I need customer service number\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: I have been trying to get an agent for the longest of times. I am being charged 4.99 for over a year and I cancelled my prescription\nHuman Agent: There is not a subscription on this account, ussunshine3@gmail.com. Do you have another email address or a phone number that you may have used for another account?"]
["Customer: Which free trial expires in 3 days. I don’t see it on my device. The first one I see is 10-28-24 expiration \nCustomer: Representative \nHuman Agent: Yes, it looks like the next expiration is going to be on 10/28/2024.\nCustomer: Oh okay for the one labeled woods. Wonder why notification said 3 days. Any idea\nHuman Agent: It may just be off on the date. I would recommend keeping an eye on it, but it is set to expire on 20/28/2024.\nCustomer: Ok. Thanks again. Bye\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Agent \nCustomer: My iCloud no work \nCustomer: Work 3 months, I pay monthly, now 1 month no work, but money I pay already \nCustomer: My service available until 11/27/2024 but no work \nCustomer: I checked 20 days everything, no work\nHuman Agent: Hello, you've reached customer care, my name is Kylie. One moment while I look up your account\nCustomer: You can help or not,???\nHuman Agent: I apologize for the delay, took me a moment to find the subscription info I could here.\nHuman Agent: On my end itrs showing that the cameras were subscribed through apple previously, it looks like it was canceled. The last time it renewed was on 11/26/2024 and at that time the cameras were enabled but it looks like now the cameras are not enabled to the plan. Are you able to go to the cloud section, click edit, then select enable on any of the cameras?"]
["Customer: If I have the basic plan is there any way to retrieve video footage from one of my cameras from September 1st for a possible criminal matter? If so I’d be willing to pay whatever I need to in order to retrieve it! \nCustomer: Even if there is a subpoena?\nCustomer: This video may prove innocence for a sexual assault in a criminal case which will help determine guilt of the actual guilty party! I’m sure a prosecutor could subpoena it!\nCustomer: Is there any way an attorney can obtain it without a subpoena in order to have it beforehand?\nCustomer: I am willing to allow them to have the footage that’s why I’m asking! It will prove I did not assault a child and the only other person left alone with the child was her father for a 4 hour visit! \nCustomer: How do I go about retrieving this from the cloud?\nHuman Agent: Hello, you've reached customer care, my name is Kylie, let me review this  chat and look up your account, one moment\nHuman Agent: What is the name of the camera you are trying to review the video for? I don't see any cameras directly tied to this account, only cameras being shared over, I can check to see what plan the camera had/has to see if there is any video or not, I cannot see the video but it will tell me if the camera has overwritten the footage to make room for more or not."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Hi, I’m being billed for $108.24 for three devices that expired in January. Can why I’m getting the service or why am I’m being billed for no service? Thanks Mira\nCustomer: Can you direct me to an agent who I can speak with about this?\nCustomer: Can you provide me with a phone number to the support agent?\nCustomer: 1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: Hi Kylie, can you help me?\nHuman Agent: I am happy to try and assist you. On my end it shows you have a subsciption for the 7-Day yearly plan for 3 devices, this subscription is goign through apple for the billing, with the apple subsciptions you and enable or disable them to different cameras, currently none of the cmaeras directly on this account are enabled, you can do this from the subscription area in the app if you scroll down then tap on edit/changedevice/drop down then select the cameras and tap enable. I would recommend enabling the cameras first then if you wish to cancel the plan If you instead you would do so from your apple subsection area."]
["Customer: Hello\nCustomer: Hello, I currently pay for 3 Camaras however it is only showing 2\nCustomer: I just checked the lines prior to call\nCustomer: Okay thank you\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I check on your account. \nHuman Agent: It looks like one of the subscribed cameras you've removed, but chose the option to remove without cancelling. Would you like me to go ahead and cancel that and move the remaining service time over to your other camera?\nCustomer: Yes please \nHuman Agent: Alright, I've just moved the remaining service time over. It now has service through 3/26/25. \nCustomer: Okay thank so much\nHuman Agent: No problem, is there anything else I can help you with for now?"]
["Customer: Hello, I would like to cancel our subscription.  I can't from my phone.  I also can't log in from a desktop, because it won't show the authentication number.   Very frustrating.  I want to cancel\nCustomer: Agent\nCustomer: Agent\nCustomer: Cancel subscription \nCustomer: Hello, can you help me cancel my subscription? I am unable to do it\nCustomer: Hello\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie, It looks like you have 4 cameras subscribed, are you wanting to cancel all 4?"]
["Customer: I'm trying to sign up for cloud service \nCustomer: It won't let me sign up for cloud service \nCustomer: Can you help me subscribe for cloud\nCustomer: I tried that and it said cannot subscribe on this account \nCustomer: I tried to subscribe for a plan and a message said unable to change plan\nCustomer: Do you have someone I can call?\nCustomer: You are not helping \nCustomer: Is there a human I can talk with\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What devices are you currently trying to subscribe?\nCustomer: All of them. \nCustomer: All of my cameras\nHuman Agent: Okay, and when you attempt to do so in the app by going to the cloud section, choosing the plan, hitting subscribe, and choosing all of your devices, what does it say?\nCustomer: A message appears and says unable to change subscription \nHuman Agent: Okay, and you are selecting all of them including the one you already subscribed? Go ahead and try one more time. I just cancelled an older duplicate subscription that has failed to renew for years that may have gotten in the way. \nCustomer: Yes selecting all. And I tried again and same message pops up.\nCustomer: I also canceled a subscription on one of my cameras last night. I wanted the continues clip subscription with unlimited devices. \nHuman Agent: Ah, I see. Currently your subscription is through Zmodo on a Zmodo plan, that is why it's not allowing it to be changed. If you want to subscribe to that, you would not get a refund of your old plan. Do you still want to continue? If so, I will unassign the current plan (you'd still have it to assign to another device if you want) so you can try to get the new one. \nCustomer: That's fine,no refund needed. I'm not using zmodo app anymore. So yes ,please continue  I just want continues clip subscription.\nHuman Agent: Okay, go ahead and try now to see if it will allow you. \nCustomer: No still same message \nHuman Agent: Okay, unfortunately that would mean until the Zmodo plan is up, it won't allow you to continue since you have a plan in the other app already. The only way I can think of around this would be to create a new account and move the devices there instead. \nCustomer: That's fine. Whatever works.  Will my devices scan on my new account, even being from an old account?\nHuman Agent: They would need to be removed from this one. If you can create a new account, I can help move them there after you tell me the new account email. If you'd like, you could create a new account from user.zmodo.com. \nCustomer: Ok. I think I got it. I'll remove devices from this account. Start a new account with new email. Add devices and I should be set. Right?\nHuman Agent: Yes, or if you create the new account and let me know the email here, I can can just move the devices for you so that you do not have to get them added again. \nCustomer: Yes. I'm setting up email\nHuman Agent: Okay. \nCustomer: Should I take devices off this app before signing up for new account at zmodo?\nHuman Agent: No, if you let me know the new account I can handle moving them for you. \nCustomer: Ok\nCustomer: .\nCustomer: .\nCustomer: Yes. My new account email is thomasbrady710@gmail.com\nHuman Agent: Okay, one moment. \nHuman Agent: Okay, they've been moved, can you go ahead and try again now there?\nCustomer: Yes they are there. Subscribe with zmodo app ?or sign in on smartz eaze app?\nHuman Agent: You were wanting to subscribe to the clips plan. So I was meaning trying to subscribe to that plan in the Smartz Eaze app now on that new account. \nCustomer: Ok. That would mean I would lose contact with you right?\nHuman Agent: If you're speaking with me in Smartz on the old account, yes, though the chat will remain active for 7 minutes so if needed you could always log back into the old account to message. Or if you'd like to start another chat in Zmodo and let me know, I can pick up the chat so you can communicate there. \nCustomer: Ok. Let me try.\nHuman Agent: Okay. \nCustomer: It worked! All subscribed. Thanks alot Dillon! \nHuman Agent: Good to hear. Anything else I can help you with for now?\nCustomer: That's it. I appreciate you.\nHuman Agent: No problem, have a good afternoon!"]
["Customer: Cancel subscription \nCustomer: Cancel subscription \nCustomer: Cancel not view\nCustomer: Agent \nCustomer: I just need to cancel my subscription \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Sure, one moment. \nHuman Agent: Alright, it has been cancelled so it will not renew further. Is there anything else I can assist you with for now?"]
["Customer: I have a question. \nCustomer: How do you delete footage from my cloud recording?\nCustomer: Can I delete all footage I have?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. There is no way to delete a cloud recording from the app or from our end here. The video will overwrite once 60 days have occured from the period it was created.  Thats so there is room to record more footage. \nHuman Agent: Deleting an alert does not delete the footage, it is still in the playback section."]
["Customer: Why i am not allow to pay fr my subscribesion???\nCustomer: 1\nCustomer: Need an agent \nCustomer: Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I want to know why i am not allowed to pay my subscribeitions\nCustomer: subscription\nCustomer: Hello\nHuman Agent: You don't currently have an active subscription, you would have to start the subscription from the cloud area, you would select the plan, the price, then tap on subscibe and choose the devices, after that it continues to the payment process\nCustomer: Ok \nCustomer: Ill do that and get back to you\nHuman Agent: Okay\nCustomer: I am here trying it is not active, why???\nCustomer: The paypal nir the visa not activating\nHuman Agent: It doesnt tell me why, it jsut shows the previous plan has expired.\nCustomer: The app is up to date i have enough money in my account too\nHuman Agent: Were you not able to go through the entire subscibing process? did it show an error at all when you tried?\nCustomer: What date was that may you tell me\nHuman Agent: It doesn't tell me a date, it just says its expired. \nCustomer: I never get to pay i tried so many times a while ago and i now decide to try again\nHuman Agent: Okay, if it still gives you trouble at all with subscibing again from the mobile app let me know and tell me what errors pop up or show, if you are able to take a screenshot to send to me in the chat that would be great.\nCustomer: How could it be expired and i never get to pay ever since\nCustomer: The message should come through my email i never get any from yall\nHuman Agent: It doesnt tell me all the billing details thanks to our privacy policy, it just shows each of the cameras don't have a subscription and it says expired when I look up each camera. \nHuman Agent: To resolve this issue and subscibe the cameras once again you would subscribe the cameras again from the cloud section.\nCustomer: something is not right cause my subscription never came through \nCustomer: I am using the cloud app as we speak\nHuman Agent: Okay, what happens when you try to subscibe?\nCustomer: D/static_file/4d603c8feb_1_20250217152935.heic\nCustomer: That is not working \nCustomer: Hello\nCustomer: Are you their\nHuman Agent: Did you try to send an image? I do not seem to be able to see it. When you try to go through the subscription process, is there a particular part you're getting stuck on or any sort of error message you're receiving? \nCustomer: When i touch the visa or the paypsl it is not working \nCustomer: Paypal\nHuman Agent: Do you hit the subscribe button after choosing a payment method? Also, if you're subscribing on the app, it should go through either Google or Apple depending on what your phone type is. \nCustomer: I really need my cams to do voice activation\nHuman Agent: I'm not sure what you mean. \nCustomer: My divice id zmd12kh68293730 that is one of my cam ID\nHuman Agent: Okay, but did you hit the subscribe button after choosing a payment method? \nCustomer: Yes \nCustomer: So many times\nCustomer: It keep loading so long\nHuman Agent: Okay, are you trying to subscribe from the Zmodo app or from user.zmodo.com currently? \nCustomer: The app\nHuman Agent: Please try subscribing on user.zmodo.com instead in that case. \nCustomer: It is still loading\nHuman Agent: Did you go to User.zmodo.com and log into the website from that browser or are you still in the app?\nCustomer: I did that many times too\nHuman Agent: I want you to try going to user.zmodo.com, then try to subscibe and tell me exactly what happens, if it buffers, if it has an error, I need to know so I can assist you properly how it reacts when you try to subscribe from there. \nCustomer: I am doing that right now\n\nHuman Agent: Okay\nCustomer: Its comung up blank\nHuman Agent: Can you take a screenshot or a picture of how it looks and send that to me\nCustomer: D/static_file/be333cfe44_1_20250217154921.heic\nCustomer: The app os not responding\nHuman Agent: You would not be trying to subscribe from the app\nHuman Agent: You would go to the website user.zmodo.com which is not in the app to try and subscribe. \nHuman Agent: Also the photo you tried to send is blank"]
["Customer: Cancel subscription \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I've assisted with cancellation for the subscriptions through us. It looks like you have also already cancelled your Google subscription. Is there anything else I can assist you with for now?"]
["Customer: Agent \nHuman Agent: How can I assist you?\nCustomer: I have been with another agent for sometime and my problem wasn’t resolved \nHuman Agent: What do you see when you go to your Cloud tab? Do you see the subscription for 8 devices? Can you tap on View Details on that subscription?\nCustomer: My subscription was renewed today. I had 5 devices subscribed on Zmodo app. My credit card was charged for 8 devices\nCustomer: D/static_file/fe22ab6b80_1_20250116142425.png\nCustomer: How can I enable three more since I was charged for it\nHuman Agent: It looks like you canceled the subscription. If the subscription is canceled, that may be why it is not letting you edit the enabled devices. If you resubscribe to the same plan and use the same Apple account, it will reactivate the renewal and will not charge you again. So you can go to the Cloud tab and select the same subscription plan and tap on Subscribe. Then select the cameras you want subscribed.\nCustomer: It tells me I’m paid up till Jan 16, 2026\nHuman Agent: Yes, I understand. Since it is canceled, that is likely why it is not letting you edit the enabled devices. If you resubscribe to the same plan and use the same Apple account, it will reactivate the renewal and will not charge you again. So you can go to the Cloud tab and select the same subscription plan and tap on Subscribe. Then select the cameras you want subscribed."]
["Customer: How to change camera from trinel period to active cloud \nCustomer: I already have premium for theee devices\nCustomer: I need to talk to a person on phone\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I already have account with 3 cameras active. One went bad. I deleted that one. Added a new one. It will not let me add new camera to existing account I already pay for which includes 3 cameras\nCustomer: How do I merge new camera to existing account\nHuman Agent: Okay, its possible that you may have deleted the old camera and it still has the subscription tied to it, let me look up your account and check, one moment. \nHuman Agent: as far as I can tell the camera that was under the 3 camera subscription before does not have the sub tied to it anymore. You can go to the cloud section, scroll down to subscriptions, click edit next to your current subscription then try enabling the new camera to the plan there. \nCustomer: That worked. It wouldn’t let me access that screen before. Thanks \nHuman Agent: No problem, thank you as well. Have a splendid day"]
["Customer: Why aren’t I getting continuous?\nCustomer: What plan do I have?\nCustomer: How can I change my subscription to platinum?\nCustomer: Agent\nCustomer: Somehow, when my account renewed, I’m no longer on continuous. I’d like for all my devices to be continuous.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. A renewal wouldn't have changed the plan type, perhaps you accidentally changed the plan, you can cancel and change the plan is you wish from the cloud section.\nCustomer: So I think I’ve paid through the end of May. Do I lose the money?\nHuman Agent: The plan would change to the new plan, you would lose the previous plan.\nCustomer: Ok\nHuman Agent: Okay. Any other questions before we go."]
["Customer: I'm trying to figure out why it is telling me I don't have a subscription  for all my devices \nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Speak to a representative \nCustomer: I have 4 cameras  but when I go into my front room camera it will not allow me cloud access I just paid $124 in October for 1 year subscription  \nHuman Agent: The subscription that renewed in October was for three of the devices on the account. The fourth camera is on a separate subscription, it looks like you added it later to the account, and that subscription failed to renew and canceled.\nHuman Agent: You can resubscribe that camera if you would like to through the mobile app or the web app.\nCustomer: Why is it on a separate subscription \nHuman Agent: It looks like you added the camera to your account later and so started a separate subscription on the camera.\nCustomer: Hmm strange when I first started i was always billed for 4 cameras \n\nCustomer: Let me try \nHuman Agent: You started a subscription for four cameras initially, but then decreased it to three. You likely replaced one of the cameras. And so this new camera would be on its own subscription."]
["Customer: I have been trying to subscribe to your yearly premium membership but it just won't go through and I've tried over and over again\nCustomer: It never gets to the payment method and yes I've checked my internet\nCustomer: When I add two cameras it never totals I click One camera and then I click the other camera it says one and one and then when it says total there's nothing there and I try to go forward and it won't go forward\nCustomer: I am not able to subscribe\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: I need customer support \nCustomer: Agent\nCustomer: I have tried over a dozen times in the past two weeks to subscribe to the premium plan but it's not working\nCustomer: Agent\nCustomer: Hi Grant, are you there?\nHuman Agent: If you are having trouble subscribing through the mobile app, you can try going to the web app at user.zmodo.com and subscribing through the web app. That subscription will go through our payment process rather than through your Google or Apple account.\nCustomer: Ok. I'll try that"]
["Customer: I want to cancel the member ship\nCustomer: Agent\nCustomer: Ok\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: I Can do that by my Self, but if I do it , will be end by the date the subscription was set and I Can get no credit but for all pending time, I did paid for a full year\nHuman Agent: When you cancel the subscription, the cameras will continue to record for the time that was paid for. Canceling the subscription stops the automatic renewal, so the subscription will not renew, but will expire when the subscription time ends.\nCustomer: I Am not using the cámaras any more\nHuman Agent: Then I would recommend canceling the subscription so that it does not renew again. I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: The point is that I just paid for a full year that I am not going to be using the Services, can I get credit for all pending time, is about 10 month?\nHuman Agent: No, as I mentioned, canceling would not refund the subscription. I cannot issue a refund as the payment is processed by Apple. You can try contacting Apple support, but I cannot guarantee that they would issue a refund.\nCustomer: So the money goes to Apple or Zmodo?\nHuman Agent: Apple processes the payments for all in-app purchases on their devices. So Apple has your payment information. We do not process the payment and do not have your payment information."]
["Customer: Troubleshooting\nCustomer: Hi I have problem with cloud services \nCustomer: Agent\nCustomer: I have accounts but they are not play back\nCustomer: It’s not recorded \nHuman Agent: Hi my name is Wendy\nCustomer: I have three cameras but it’s not recording \nHuman Agent: It looks like your cloud plans expired Aug 2024.\nCustomer: She said she already renew\nHuman Agent: Did you just subscribe to new plans?\nCustomer: I think she did \nHuman Agent: Could you please provide a screenshot of the subscriptions?  I do not see them on my end\nCustomer: Can you help me to renew because she trying but it’s not working \nHuman Agent: On the app tap on the cloud icon, choose the subscription, choose the cameras, and subscribe.\nHuman Agent: If you give this a try and its not working could you please provide a screenshot of the error that you get?\nCustomer: I tried but the plans already exist \nHuman Agent: What plans does it say already exists?  are you on the phone app?\nCustomer: Yes\nHuman Agent: could you please tap on the cloud icon, scroll down where it says subscriptions, does it list any active subscriptions\nHuman Agent: If you are unable to subscribe on the phone app you could sign up on the web app from a computer:  https://user.zmodo.com/login\nCustomer: I tried it on my computer but it kept crashing \nHuman Agent: Are you going to user.zmodo.com ?\nCustomer: Not the ap\nHuman Agent: I don't understand\nCustomer: It has two one expired 8-18-2024 and on renew 11-17-2024\nHuman Agent: You see a renewal date of Nov 17 2024?  On which camera? What is the name or device ID on this camera?\nHuman Agent: If possible, please provide a picture or screenshot of what you are looking at\nCustomer: D/static_file/0020f6bbb4_1_20241029140551.png\nHuman Agent: Could you please go to your apple subscriptions and provide a screenshot of your payment history there for Zmodo cloud plan subscriptions?\n\n link with how to find this here: https://support.apple.com/en-us/118212\n\nCustomer: D/static_file/192857525e_1_20241029140746.png\nHuman Agent: Could you provide your Apple purchase history?   Could you please go to your apple subscriptions and provide a screenshot of your payment history there for Zmodo cloud plan subscriptions?\n\n link with how to find this here: https://support.apple.com/en-us/118212"]
["Customer: Cancel subscriptions \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like you're subscribed through Apple so you would need to cancel through your Apple subscriptions. Here is a link with more information on how to do that. https://support.apple.com/en-us/118428"]
["Customer: I wanna close my account. I’m selling the house.\nCustomer: Agent\nCustomer: Agent\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: Yes\nHuman Agent: Open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option.\nCustomer: Ok ty\nHuman Agent: You're welcome."]
["Customer: At 3p. A masked man cam e running toward us but it won't let me download clip because it's cops kid what will you do to fix this problem with playback and repeated hacks\nCustomer: Please run a diagnostic so they will leave the syatem\nHuman Agent: What happens when you try to save the clip to your phone or computer?"]
["Customer: Troubleshooting\nCustomer: All my cameras  had been offline for months please cancel the cloud sucriptionn and I want a refund and do not take no more money \nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to cancel a Google subscription, you would need to do so from your Google subscriptions. We would not be able to offer a refund as you had not cancelled prior to renewal. Here is a link with more information on how to cancel. https://support.google.com/googleplay/answer/7018481\nCustomer: Please cancel any subscription cloud or whatever as the cameras was offline for months and you can see that I want a refund \nCustomer: Defective the cameras don't work i will dispute it \nHuman Agent: I'd be happy to help troubleshoot your cameras, but unfortunately it is your responsibility to cancel if you no longer wish to continue the subscription and it has been several weeks since the last renewal. We can only see activity over the last 7 days so I have no way to confirm when your cameras went offline from my end. \nCustomer: But you see those cameras does not work \nHuman Agent: I see you have them offline currently, though that does not mean they have been offline since renewal or that they will not work. I'd be happy to help you troubleshoot if you'd like. Are you able to plug the cameras in?"]
["Customer: I want to check my order history\nCustomer: History of orders\nCustomer: I want to see previous order history \nHuman Agent: Hi my name is Wendy.  You are wanting to know your Zmodo.com orders?\nCustomer: Yes\nHuman Agent: one moment\nHuman Agent: I don't see any orders connected to email beasleyk127@gmail.com.\nHuman Agent: Would you have entered a different email on your orders?\nCustomer: I am trying to see the history of payments from the past \nHuman Agent: I don't see any orders connected to email beasleyk127@gmail.com.\nCustomer: The previous 365 days\nHuman Agent: No orders connected to email beasleyk127@gmail.com\nCustomer: I have service now\nHuman Agent: are you talking about Zmodo cloud plans? or camera orders on zmodo.com?\nCustomer: I previously had service I’m trying to see when or what months did I have service in the last 356 days \nHuman Agent: service for cloud?\nCustomer: Yea\nHuman Agent: one moment\nCustomer: Can you explain what’s the difference between cloud service and camera service \nHuman Agent: You have a 30-day monthly cloud plan on camera ZMD16HAIA201361 Eagle Eye - its through Apple subscriptions.  You can view your cloud subscription receipts on your apple account\nHuman Agent: cloud service and camera service? I'm not sure I understand what you mean\nCustomer: That payment on the cloud service started in may im trying to see the service agreements b4 may\nCustomer: What months had service b4 may is what I’m trying to figure out \nHuman Agent: I don't see any cloud plans on camera ZMD16HAIA201361 before May 17, 2024\nCustomer: Cloud & camera service are the same ??\nHuman Agent: Cloud plan subscriptions and like camera service repair or I'm not exactly sure what you mean.\nHuman Agent: Are you asking about the camera warranty?\nCustomer: No not the warranty I’m asking about subscription \nHuman Agent: You have an active 30-day monthly  cloud plan subscription on ZMD16HAIA201361\nCustomer: What months had subscription b4 the month of may….. since the ZMD16HAIA201361 has been active \nHuman Agent: I do not see any cloud plans on ZMD16HAIA201361 before May 2024\nCustomer: Do your history go back month/years ?\nHuman Agent: it can go back years.\nCustomer: Can you tell how long the service has been active ???????? \nHuman Agent: you have had the 30-day cloud plan on camera ZMD16HAIA201361 since May 2024\nHuman Agent: May through Oct 2024 -the plan will next renew around Nov 17 2024\nCustomer: I’m aware of that but the camera has been activated for years \nHuman Agent: Paid cloud plans are optional not required.  Did you have just the basic cloud plan before May?\nCustomer: Yes b\nHuman Agent: okay the basic clodu plan is included with the free zmodo app\nCustomer: Yes how long has that been \nHuman Agent: The camera was first setup in Feb 2021  -is that what you want to know?\nCustomer: I would like to know if it’s possible to get footage from back then or the month b4 may \nHuman Agent: No\nHuman Agent: with the 30-day cloud plan you can playback the last 30 days.  anything before that would no longer be available\nCustomer: Is there any way possible even if it were a crime committed \nHuman Agent: no\nHuman Agent: We do not store footage longer than what you pay for.\nCustomer: What about the subscription I’m paying for now how long could I go back\nHuman Agent: with the 30-day cloud plan you can playback the last 30 days.  anything before that would no longer be available\nCustomer: Till mid may?\nHuman Agent: no\nHuman Agent: the past 30 days\nCustomer: How would I be able to go back further than 30 days ?????\nHuman Agent: you can't go back further than 30 days\nCustomer: Maybe a different subscription \nHuman Agent: 30-day cloud plan is the longest cloud plan Zmodo offers.\nCustomer: Oh ok okay"]
["Customer: Need to check my account \nCustomer: -1\nCustomer: This is not what I needed \nCustomer: I need to look up a video recording for the last 30 days\nCustomer: Yes I do have the 7day plan but I am not able to see the past video \nCustomer: My plan expires 3-16-025 with an automatic renewal \nHuman Agent: Hi my name is Wendy.  What is your account username?\nCustomer: Skbgal4@gmail.com\nCustomer: Trying to review 2-25-2025\nHuman Agent: Right now the cloud plans are not enabled on  your cameras.  \n\nGo to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\nCustomer: It is not allowing me to open the cam \nHuman Agent: What do you mean?\nHuman Agent: I'm not sure what you mean about opening the cam\nCustomer: I don’t have a cloud tap\nHuman Agent: Tap on \"Store\". \nCustomer: Ok\n\nHuman Agent: Go to the Store tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\nCustomer: I only see change plan no edit \nHuman Agent: What do you see if you tap on \"change plan\"?  can you provide a screenshot?\nCustomer: I’m talking from my iPad and I’m doing what you asked me to do for my telephone on my screen it says Tuesday both premium the two different prices select device the living room and the bedroom and then it says plan details and then it has subscribe at the bottom\nHuman Agent: Could you take a clear picture from the ipad of what you see on the phone? attach that here\nCustomer: D/static_file/f75d872e06_1_20250304163304.jpg\nHuman Agent: This looks where you would subscribe cameras can you go back?  Tap on store again then tap on \"view details' of your current subscriptpoin\nCustomer: D/static_file/b7f3bbcce7_1_20250304163429.jpg\nHuman Agent: scroll down a little  then you should see a \"View details\" link you can tap on\nCustomer: D/static_file/beb2268033_1_20250304163458.jpg\nCustomer: D/static_file/fa7aa21802_1_20250304163537.jpg\nHuman Agent: tap on view details on the 2nd one.  the one that says the renewal date is March 16\nHuman Agent: You got it. both show subscribed now\nHuman Agent: they will start recording now\nHuman Agent: living room camera shows offline though\nHuman Agent: are you needing help getting that one setup again?\nCustomer: Yes please\nHuman Agent: What color is the indicator light on the camera? and is the light blinking or solid?  The red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid.\n\nIf you cup your hands around the lens of the camera you can see the indicator light easier.\n\nCustomer: Hold on \nHuman Agent: ok\nCustomer: I’m not seeing any light \nHuman Agent: Is the camera connected directly into a wall outlet, a power strip, a surge protector, or an extension cord?\n\nIf you are using a power strip, surge protector, or extension cord, please unplug from that, plug the camera in directly to a wall outlet with the original power adapter.\n\nOr try a different working power adapter, see if that will get the camera to power on and start blinking green or switch to solid blue.\n\nCustomer: Directly into the wall\nHuman Agent: Please  try a different working power adapter, see if that will get the camera to power on and start blinking green or switch to solid blue.\nCustomer: Ok hold on\nHuman Agent: ok\nCustomer: Yes I see the blue light \nHuman Agent: I don't see it online yet on my end but it could take a few more seconds\nHuman Agent: Its a solid blue light?\nCustomer: Yes \nCustomer: I can see the outside now\nHuman Agent: You are looking at living room camera? not bedroom right?\n\nHuman Agent: okay great!\nCustomer: The bedroom \nHuman Agent: Bed room shows online.  its living room camera that shows offline on my end\nCustomer: I will have to restart that one later \nHuman Agent: okay\nCustomer: I see the green light on the other one \nHuman Agent: Solid green or blinking green?\nCustomer: Blinking green \nCustomer: Now it’s blue \nHuman Agent: Blinking green means the camera is in setup mode.  You will want to setup the camera to get it back online.  When the camera connects to your network the indicator light will switch to solid blue.\n\nNow its blinking blue or solid blue?\nCustomer: Now it working now \nHuman Agent: You got it!  Living room shows online now\nHuman Agent: perfect!\nCustomer: Thank you \nHuman Agent: You're welcome!\nCustomer: I need to review some thing from the 26. How do I go about doing that?\nHuman Agent: The cloud plans were not enabled on the 26th so there would be no footage on that date\nHuman Agent: bedroom camera is already recording footage so you should be able to playback the last few minutes. it may take 10 more minutes or so before living room camera can be played back\nCustomer: Can I playback on that day \nHuman Agent: You can playback the last few mintues after you enabled the cloud plans on the cameras.\nCustomer: How can I do that \nHuman Agent: do what?\nHuman Agent: to playback footage now, you would tap on the playback button of either camera.  but currently you can only playback the last few minutes \nCustomer: Play something from the cloud \nHuman Agent: As you did not have it assigned at that time, you would not have footage from the day you mentioned. You would only have footage starting from when you assigned the service onto the devices a few minutes ago. \nHuman Agent: If you would like to see that footage, you can go to playback next to the live button on the home page of your app. There is a processing time so the last 5-10 minutes may not be loaded there quite yet. \nCustomer: Ok\nHuman Agent: Please let me know if you would have any trouble with that. \nCustomer: I cannot playback the 27 it will not allow me too \nHuman Agent: Yes, you only assigned the service onto the devices a few minutes ago so you would only have recordings from the time you assigned the service to the devices. \nCustomer: If I have seven days storage, how is it that I am not able to see on the 27th? I understand that the system they have been down or may not have been on the cloud but I can’t even see the playback of it.\nHuman Agent: You have a plan that allows for the premium (7-day) storage for up to 2 devices which you may assign and move around the service at any time. In this case, you did not have the service assigned to the devices so it was not recording. You have just assigned it a few minutes ago so it would have started to record when you assigned the service to the devices. \nHuman Agent: Based on what I can see, it looks like you had previously cancelled your old subscription, but then when you started this new subscription, you did not do so in the app and started it via your Apple subscriptions. That bypassed the normal step where you would pick cameras to assign. So you had the ability to assign the service, but had not done so until a few minutes ago. \nCustomer: The prescription was not canceled at any time and it is an automatic pay so therefore it should allow me to see up to seven days\nHuman Agent: You had a subscription last year that failed to renew on 6/30/24. On 8/29/24, it was officially cancelled. You resubscribed via your Apple subscriptions rather than from the app on 12/16/24, but never assigned the service to any devices. So you've had the service, but unassigned. Since you had not assigned it, the cameras were not recording."]
["Customer: I want to add a 3rd camera to my system .  I paid for the other 2 and adding this camera meshare wants to charge me again for the 3 cameras.  \nCustomer: -1\nCustomer: I have 3 cameras at home now.  2 of them are covered until July 2025.  I added a 3rd one at my house \nCustomer: Me share wants to charge me again for the 2 cameras that I already paid up to July 2025\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Hello\nCustomer: Customer care agent \nCustomer: Thanks \nHuman Agent: The subscription on your account is managed by Google. The way Google manages subscriptions is when you add a third device to the subscription, it will charge you a prorated amount for the additional camera.\nCustomer: It's not what is happening \nHuman Agent: It will also show you the price that it will renew on for all of the devices on the renewal date. You did the same thing on 9/8/2024 when you upgraded your subscription from 1 device to 2 devices.\nCustomer: What ?\nHuman Agent: If you do not want to susbcribe the camera through your Google account, you can go to the web app at user.meshare.com and subscribe through our payment processor instead of through Google on your Android device.\nCustomer: When I add the 3rd camera it wants to charge me again for the 3 of them \nHuman Agent: The subscription on your account is managed by Google. The way Google manages subscriptions is when you add a third device to the subscription, it will charge you a prorated amount for the additional camera.\nHuman Agent: If you do not want to subscribe the camera through your Google account, you can go to the web app at user.meshare.com and subscribe through our payment processor instead of through Google on your Android device.\nCustomer: So I should go thru your website then ? \nCustomer: You are repeating \nHuman Agent: You repeated your statement of the issue. So my responses did not change. Google still charges a prorated amount for the additional camera. And you can still subscribe through the web app if you would rather subscribe there instead of through your Google account.\nCustomer: I will try to do that , no need to be rude \nHuman Agent: I apologize if what I said seemed rude. It may be hard to convey tone through text. You said what the issue was, so I told you how the subscriptions are managed and billed. And then you said I was repeating myself, so I explained why I sent the same messages and tried to explain again how the subscriptions are billed.\nCustomer: I need the camera to start working , I'm out of the country and have not been able to do so.  NOW I know I could add it in your website , I will let you know how that works out. Thank  you\nHuman Agent: You're welcome."]
["Customer: Agent\nCustomer: Hello I am needing to know why it’s telling me I don’t have a subscription \nCustomer: I have 3 cameras on this account at the moment \nHuman Agent: It looks like the devices are not enabled on the subscription. Tap on the Cloud tab at the bottom and scroll down to the subscription. Tap on View Details and then tap on Edit. Here you can select the cameras to enable the subscription on them.\nCustomer: Says error please try again later\nCustomer: They are all three there\nCustomer: It keeps also saying I don’t have a subscription to add a subscription but I’ve already been billed back on nov 19th\nHuman Agent: You can try restarting the app or uninstalling and reinstalling the app. The other thing you can try is canceling the subscription. Then if you resubscribe to the same plan with the same Apple account, it would not charge again and would just reactivate the subscription.\nCustomer: Ok will try that ughhh so frustrating \nHuman Agent: Wait, what do you mean it says there is no subscription? Where does it say that?"]
["Customer: There is a clip at 1029pm that just cuts to my door being open doesent show how or anything \nCustomer: Talk to person \nCustomer: Ok\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Is this you accessing the footage via playback or events. Does the timeline show Grey or is it showing a color? \nCustomer: Grey\nHuman Agent: If its showing grey it means the camera stopped detecting motion, can you send me a image of what the live feed looks like for the camera.\nCustomer: Hello\nHuman Agent: If its showing grey it means the camera stopped detecting motion, can you send me a image of what the live feed looks like for the camera.\n\nCustomer: Ok\nCustomer: There is a clip at 1029pm that just cuts to my door being open doesent show how or anything \nHuman Agent: If its showing grey it means the camera stopped detecting motion, can you send me a image of what the playback looks at that time? \nCustomer: Hello\nHuman Agent: If its showing grey it means the camera stopped detecting motion, can you send me a image of what the playback looks at that time? \n\nCustomer: What’s the point of saying your going to help and then no one replies lol\nHuman Agent: If its showing grey it means the camera stopped detecting motion, can you send me a image of what the playback looks at that time? \n\nHuman Agent: Please let me know if you are seeing my messages. I have been responding each time you message\nHuman Agent: Hello\nHuman Agent: Let me know if you see these messages.\nCustomer: I see it now \nHuman Agent: If its showing grey it means the camera stopped detecting motion, can you send me a image of what the playback looks at that time? \n\nHuman Agent: Let me know if you can send that image\nCustomer: D/static_file/0e36b05519_1_20240923105620.png\nHuman Agent: Tap on the video alert to load the timeline. \nCustomer: Yes\nCustomer: I did tap the alert it just cuts to the door being open and I can’t save the clip for you it won’t let me \nHuman Agent: Can you send me a picture of what the playback looks like. The camera's motion recording system relies on frame comparisons; significant changes to the image are more likely to trigger an alert, minor movements may not trigger alerts. To adjust this, adjust the detection area to focus on the specific region of interest. This enhances sensitivity, ensuring more accurate alerts and recordings in those areas."]
["Customer: Hi my camera with the cloud subscription died and I had to buy a new one. Can my subscription get moved to the new camera?\nCustomer: It says I don’t have a subscription when I look at the camera but on the app it says I do have one. \nCustomer: You are customer support…\nCustomer: Hi my camera with the cloud subscription died and I had to buy a new one. Can my subscription get moved to the new camera?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You can go to the cloud tab of the app, hit view details on your subscriptions, then edit next to enabled devices to move it to your new device."]
["Customer: I was wondering why is my cameras off I just pay my bill twice in one month\nCustomer: 1\nCustomer: Yes I pay my bill\nCustomer:  I like to speak to someone\nCustomer: Why is my camera is off\nCustomer: My cameras is already connected to the Wi-Fi\nCustomer: I like to speak to your manager\nCustomer: 1\nCustomer: Yes I would like to speak to someone\nHuman Agent: Hello, you've reached customer care, my name is Kylie. MIra is a chat AI and not a real person\n\nHuman Agent: I however am a real person, to speak to a supervisor I can send you the call scheduler or take your email to give to my supervisor so they can contact you by email. what do you prefer?\nCustomer: I would like to know why is my camera is off I pay my bill twice in one month and my cameras are still off and I see where I pulled the money out of my account now I'm getting very angry because my camera is off\nCustomer: Ronell gayle @gmail\nCom\nCustomer: If you are a real person I need my camera to be fixed that's why I paid my money\nCustomer: Or I can report it to my bank and call it a fraud because you're taking my money and my camera is still off\nHuman Agent: yeah im a real person, the cloud subscription is only for recording purposes, it doesn't have the ability to make cameras come online or drop offline. If the camera is offline it would be because of something else and not the cloud subscription. \nHuman Agent: I took down your info and will pass it along to my supervisor as you requested.\nCustomer: D/static_file/cfc86491eb_1_20250124150758.png\nCustomer: D/static_file/9d71ad087b_1_20250124150803.png\nCustomer: D/static_file/5c18b86e9e_1_20250124150808.png\nCustomer: D/static_file/0f022b68e9_1_20250124150811.png\nCustomer: D/static_file/1d04bca820_1_20250124150814.png\nCustomer: Matter of fact if you can't fix it today I'm reporting y'all to my bank\nCustomer: If you cannot fix my camera today I'm reporting it as a fraud\nCustomer: You can pass that info down if my camera don't fix today\nCustomer: Q like I said I pay my bill twice in one month\nCustomer: So don't give me that BS that you going to pass my info to someone else and not helping me\nHuman Agent: Okay that is your discression, as I said I passed your info onto my supervisor jsut keep an eye out for their message\nCustomer: no y'all going to fix my camera today\nCustomer: That's why I pay my money to keep my camera active\nHuman Agent: Yeah theya re going to contact you today\nCustomer: Q don't give me that BS I need my camera fixed today\nCustomer: I am a grown person not a child now you can fix my camera or get the f*** on or I can do a lawsuit \nCustomer: I need my camera fixed today not tomorrow not next week today\nCustomer: Tf\nHuman Agent: Supervisor is now available for a direct transfer for the chat. Transferring you now have a great day.\nCustomer: Well I'll call my banking late let them know that this is a fraud because my camera is still off so you have a good day\nHuman Agent: Hi, my name is Dillon and I am Kylie's supervisor. One moment as I review your chat to better assist you. I apologize that I was not available sooner, but I was in a call with another customer until just a moment ago. \nHuman Agent: It looks like you were concerned since your cameras are offline despite paying your cloud service bill. Unfortunately the two are not directly related as the cloud service bill is for the optional cloud service recording when the devices are online while the cameras being offline would be due to network or power conditions at the location. We'd be happy to help you troubleshoot why the device is offline though. Is your camera currently blinking green? \nCustomer: No it's not blinking green\nCustomer: Whats going to take place because I pay my bill twice in one month\nCustomer: Matter of fact what's your contact number\nCustomer: D/static_file/ac528331b0_1_20250124152936.png\nCustomer: D/static_file/a87c1f9a5a_1_20250124152942.png\nCustomer: D/static_file/b3f55da2b2_1_20250124152949.png\nCustomer: D/static_file/93cdb32ef0_1_20250124152954.png\nCustomer: D/static_file/a68f4eeea3_1_20250124152959.png\nHuman Agent: I can help you to troubleshoot your device here or via the callback you scheduled between 4pm and 5pm central time. Though as I mentioned, the device being offline is not related to the cloud service payments. If the camera is not currently blinking green, do you see any indicator lights on it at all?\nHuman Agent: We do not have a number that can be called, but can set up callbacks as you have for later today if you would prefer a callback. \nCustomer: Listen sir I don't care about no call back I just want my camera to be fixed\nHuman Agent: Sure, I'd be happy to help with that. If the camera is not currently blinking green, do you see any indicator lights on it at all?\nCustomer: Okay so you're up so yeah I do FaceTime let's do FaceTime\nCustomer: I meant to say your apps do FaceTime\nHuman Agent: We do not have support over facetime. I can assist you here via chat, we could speak via email, or I could call you for the callback you set up between 4pm and 5pm CT today. \nCustomer: Listen to me I got by today to fix my camera or I'm going to put a lawsuit on your ass that y'all can get off\nCustomer: Don't have time for games\nCustomer: Because you already charged me twice in one month and I got proof\nHuman Agent: I'd be happy to help, but if you continue to threaten a lawsuit, we would not be able to assist and would then need to point you solely to our legal team. If you'd like assistance though, I would need no further threats of legal action here and would need you to work with me to troubleshoot your device. To that end, if the camera is not currently blinking green, do you see any indicator lights on it at all?\nCustomer: If you so happy to help me fix my camera and what y'all going to do about y'all charging me twice in one month\nCustomer: I can't work with you because all you trying to do is BS around the situation what y'all going to do y'all charge me twice in one month\nHuman Agent: I can certainly look into that as well, one moment. Now checking your account, it looks like your cameras are currently online and functional. Are you instead referring to the cloud service being off on them? As that would be related to billing. As I mentioned, I'll look into that now, but I'm just wanting to clarify as you previously mentioned the cameras not working so we were under the impression you were referring to devices being offline. \nCustomer: My camera is so telling me that it's off line\nCustomer: D/static_file/e982ffc661_1_20250124154130.png\nCustomer: D/static_file/913f20c7cb_1_20250124154133.png\nCustomer: D/static_file/8fae4bf772_1_20250124154137.png\nCustomer: D/static_file/f614e3f5ee_1_20250124154141.png\nHuman Agent: Please try hitting live on your camera in the app and show me what it is showing you in your app when you attempt that. \nHuman Agent: I'm still looking into your payments as well, but the screenshots you just sent seem to be for different months. \nCustomer: D/static_file/8ef0210171_1_20250124154350.png\nHuman Agent: That is a screenshot of the playback page. You stated that it says it is offline when you hit live. Can you try hitting live? \nCustomer: D/static_file/3e8fb8c480_1_20250124154446.png\nHuman Agent: That seems to be the event page. To access live, you can go to the homepage of the app, then hit live on a camera. \nCustomer: D/static_file/c624f19822_1_20250124154535.png\nHuman Agent: Thank you. It looks like the live is working there, correct? If so, it appears it is just the playback section you're having trouble with then?\nCustomer: Now you see the green dots on the side that's showing as that I did not pay my bill when I did it twice in one month p\nCustomer: All the time \nHuman Agent: The green dots mean it's a new motion. For correcting your service, please go to the cloud tab of the app, hit view details on your current subscription, then edit the enabled devices. Select your two cameras, then hit enable at the bottom to assign it to them. \nCustomer: I can't even take it off  mute\nHuman Agent: The cameras? The cameras you purchased do not have audio capabilities so the options for audio are greyed out. \nCustomer: And you still didn't answer my question that you trying to go around what are you going to do because I pay my bill twice in one month \nHuman Agent: I'm currently trying to type a reply to that, but also attempting to reply to your other messages as well. \nCustomer: It was working the first time I got it then it stopped\nCustomer: I'm sorry I'm very angry I shouldn't have to go through this\nHuman Agent: For the billed twice in one month, I only see one payment this month. It looks like you upgraded to a platinum plan for 2 devices at a special rate of $13.99, then downgraded yesterday to the premium plan again, though that did not charge since it was something that would take place on your next renewal. If you were billed a second time, could you give me information on the second charge you're referring to?\nCustomer: D/static_file/a4a109a5bf_1_20250124155115.png\nCustomer: D/static_file/618c71cd9d_1_20250124155120.png\nCustomer: D/static_file/8bddde1def_1_20250124155128.png\nCustomer: D/static_file/e4fedb28df_1_20250124155137.png\nCustomer: D/static_file/b39f964dde_1_20250124155142.png\nCustomer: D/static_file/64b2d3fb40_1_20250124155146.png\nCustomer: Let's not do that because I got bank statements\nHuman Agent: The first screenshot there is from July, the second is from August, the third is from September, the fourth shows October, the 5th was the same screenshot of your August charge that you sent before, and the last was November. \nHuman Agent: I'm currently just trying to get clarification on where you said you were charged twice this month. The screenshots you've just sent were all from past months though and show one charge per month for the ones you just sent. Could you provide more information on the second charge you mentioned for this month?\nCustomer: You  right but I just pay my bill so my camera shouldn't have any issue\nHuman Agent: Would you be able to try going to the cloud section of your app, hit view details on your current plan, then edit next to enabled devices, select your cameras, then hit enable at the bottom?\nHuman Agent: It's now the scheduled callback time. Would you prefer to continue here or would you like for me to go ahead and give you a call?\nCustomer: You can go ahead and contact me\nHuman Agent: Sure, calling you on 8434243823 now. \nHuman Agent: It says the number is not in service. Is there possibly an issue with the number you provided?\nCustomer: Ok\nCustomer: Please try again\nHuman Agent: It is still saying it is not in service. Is the 8434243823 number you provided correct? \nCustomer: Yes\nHuman Agent: It does not seem to be a valid US number that is currently in service. \nCustomer: ***-***-****\nCustomer: This number \nCustomer: Sorry \nHuman Agent: Okay, I'll try that number instead. \nCustomer: D/static_file/68c4e2ca24_1_20250124161113.png\nCustomer: D/static_file/cb578438d5_1_20250124161246.png\nCustomer: D/static_file/db0424226c_1_20250124162456.png\nCustomer: D/static_file/34e87e3b80_1_20250124162602.png\nCustomer: D/static_file/3259e37015_1_20250124162607.png\nCustomer: D/static_file/fb2de9b41b_1_20250124162858.png"]
["Customer: Troubleshooting\nCustomer: Camera stopped working transfer cloud service to another camera \nCustomer: Need to transfer my cloud service \nCustomer: Agent \nCustomer: K\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see how you subscribed the cameras. \nCustomer: K\nHuman Agent: It looks like you have the cameras subscription going through google for the processor, you can go to the cloud section, scroll down to the subscriptions section, click edit then you will disable the camera you wish to remove cloud service from and enable the new camera you wish to add the service to instead. \nCustomer: K. Thanks \nHuman Agent: No problem, have a great day"]
["Customer: Can you tell me how much I will be charged for my camera subscription \nCustomer: Agent\nCustomer: My account is up for renewal and I just want to verify the amount that will be charged \nHuman Agent: Hello, you've reached customer care, my name is Kylie. You can see the nrenewal info and the Me section if you click payment management area but it will be the same as last year, 124.97\nCustomer: Great thanks \nHuman Agent: No problem have a good day."]
["Customer: Need to cancel \nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like you have the subscription through apple, I am not able to cancel the subscription from my end due to this. You will need to cancel from the apple subscriptions area. To get there, open the apple settings, click your  profile, choose subscriptions then tap on the subscription and chose cancel, you will know it is canceled successfully when it shows an expiring date."]
["Customer: Agent\nCustomer: Cloud service is not active again\nHuman Agent: It looks like you subscribed for one camera through an Android device and the other may be through an iOS device. Which camera are you having trouble with?\nCustomer: Lenard rear"]
["Customer: My indoor camera has a subscription but it shows expired \nCustomer: -1\nCustomer: My subscription shows expired but I had already paid for the month \nCustomer: Customer agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account, one moment\nHuman Agent: It looks like you did have 2 cameras subscribed in the past, 1 that went through us for the processing and 1 that went through apple for the processing, the one that went through apple shows on my end that its expired for that camera, the one that is through us seems to be fine though and is renewing as normal, that camera is named Front door\nCustomer: Yes correct for the one named indoor I tried to renew but it says that it has a plan already \nCustomer: When i try to create a new plan it won’t let me select it for the indoor camera \nHuman Agent: you may have to check your apple account subscriptions area to make sure it does not still think the plan is enabled, if it is cancel it, then try to resubscribe, just make sure its the same plan so it does not charge you again. \nCustomer: Ok will do"]
["Customer: Agent\nCustomer: Thank you \nHuman Agent: How can I assist you?\nCustomer: Why can’t I playback and I have 2 cámaras on my subscription \nCustomer: But only 1 is active how can I change that?\nHuman Agent: Alright, I took a look at your account. I synced and restarted the camera that was not recording. It should start recording when it finishes rebooting.\nHuman Agent: It usually starts showing the recorded footage after about 10 minutes, but it can take up to 60 minutes to get a small backlog of footage recorded.\nCustomer: Awesome thank you so much \nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: how to connection Zmodo Cloud Service?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Could you elaborate on what you mean? Are you trying to set up your offline cameras?"]
["Customer: Am confused on my monthly payment I see two different plans \nCustomer: I been canceled that subscription weeks ago but yet I was still charged \nCustomer: Speak to a agent \nCustomer: Hello\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I apologize for the delayed response. It seems you had an active meShare plan and had started a Smartz trial. You cancelled the Smartz trial, but the meShare plan was still active."]
["Customer: Agent\nCustomer: \"Agent\"\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Please read my previous messages and add the 2 cameras that I sent yesterday with serial numbers to my cloud account under jaysif@yahoo.com. \nThanks\nHuman Agent: One moment while I review the other chats.\nHuman Agent: We would not be able to totally move a susbcirption from one camera to another we would only be able to move the leftover time from the old camera to the new one, Are the new cameras on the account already?\nCustomer: The 4 cameras on my account are not working anymore.  I purchased 2 and currently awaiting on 2 more to replace all 4 defective ones.\nHuman Agent: Okay, I can move the time from 2 of the cameras onto the 2 currently on the account, once the time is done then yo u would jsut resusbcribe the cameras to continue the service again. One moment while I add the time.\nHuman Agent: I added the time sucessfully onto the 2 cameras, they will have service until 2025-12-24 On that day to continue the service you would just have to resubscribe them. Once you setup the other cameras just contact us again and we can move the time from the other cameras onto those as well. Anything else I can assist you with before we go?\nCustomer: I just renewed my subscription last month.  What needs to be done is remove the current 4 cameras since they are not working and add the new 2.  If that can't be done, cancell cloud account and refund the balance for 11 months since my payment was for 1 year.\nCustomer: Are you still there"]
["Customer: Trying to cancel the 1 camera monthly plan it doesn't work \nCustomer: 1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like your subscription is going through google for the processor. You will go to the play store, click your profile in the top right, click subscriptions then select the sub and choose cancel, you will know it was successfully canceled if it show's the expiring date instead of the renewal date. \nCustomer: Not able to cancel need help\nHuman Agent: Did you see my message above for trying to cancel the sub? if not I can resend it."]
["Customer: I want to cancel my subscription my camera is broken\nCustomer: Agent\nCustomer: Agent\nCustomer: Thank you\nCustomer: I need to cancel my account my camera is broken and I don't use any longer\nHuman Agent: Let me take a look at your account.\nCustomer: Hello are u still there\nHuman Agent: Thank you for your patience. I see a Monthly Premium Plan for one device on your account. I have canceled the subscription and it will not renew again.\nCustomer: Ok thank you\nCustomer: There is nothing else\nHuman Agent: You're welcome."]
["Customer: I have zmodo app and i have problems to pay 3 xams\nHuman Agent: Hi my name is Wendy.  One moment let me check your account.\nHuman Agent: You are wanting to sign up for (3) cloud plans? \nCustomer: I wanna pay 3 cam in the zmodo app\n\n\n\nHuman Agent: Looks like you have (1) 7-day yearly Google plan on ZMD17ELI7800802 cam 3\nHuman Agent: It will next renew around Dec 15 2025.\nCustomer: Correct\n\nCustomer: I wanna pay 2 extra cams\nCustomer: Cam 9 and cam 7\nHuman Agent: It looks like you are subscribed via Google. Google does not like having multiple subscriptions for the same app. What you need to do is subscribe again for the new number of cameras you want to subscribe directly on the Zmodo phone app. Google will charge you again but they will issue a credit or refund for the remaining time on the old plan. Your cloud and renewal dates will then go based on this new charge date.\n\nMake sure you are using the Google account that originally subscribed.\n\nCustomer: Ok...i cant use a new credit card??\nHuman Agent: The payment would go through your Google play account so if your new credit card is connected to your Google play account it would be used.\nCustomer: Ok thank u for ur help\nHuman Agent: You're welcome"]
["Customer: I am paying for 4 cameras and only have access to 2 with playback \nIs there a phone number to call\nHuman Agent: Are you trying to decrease the number of subscribed devices? Or do you want to enable the subscription on other cameras on your account?\nCustomer: I am trying to enable the cameras I have no access to\nIs there a phone number I can call\nHuman Agent: There is not a phone number that you can call. You can tap on Schedule Call to make a callback appointment.\nHuman Agent: There is not a phone number that you can call. You can tap on Schedule Call to make a callback appointment.\nHuman Agent: If you want to edit the enabled devices on your account, then you would do that in your app. Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “Enable” at the bottom.\nCustomer: Yes I tried to do call back and after inputting my name and phone number it will not let me hit submit\nHuman Agent: Make sure there are not any dashes or spaces in your phone number. It will only take it with just the numbers.\nCustomer: Ok thanks I will retry\nCustomer: Thank you that worked \n\nHuman Agent: You're welcome.\nCustomer: Have a great day\nHuman Agent: Thank you. You have a good day, too."]
["Customer: I want the continuous recording and I've paid for it but it dkest work\nHuman Agent: Hi my name is Wendy.  I see a clips plan on camera named garage.  it will next renew around Oct 12 2024 unless cancelled before the renewal date.\nHuman Agent: I do not see a continuous cloud plan for this camera.\nCustomer: I paid for ot\nCustomer: It\nHuman Agent: Could you please provide a screenshot of what you purchased?\nCustomer: D/static_file/260f01e2fa_1_20240919115117.jpg\nHuman Agent: This shows the clips plan.\nCustomer: D/static_file/0e17f89837_1_20240919115133.jpg\nCustomer: Ohh\nCustomer: When I try to switch to continuous it doesn't let me\nHuman Agent: You can playback clips on the \"events\" tab.\nHuman Agent: You could cancel this clips plan then after it has expired sign up for a continuous plan.\nHuman Agent: I am unable to cancel the subscription on my end, as you are subscribed via Google but you can follow this guide on how to cancel your subscription via Google. https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid\n\nCustomer: This is what happens when I try to get the continuous \nCustomer: D/static_file/eb860c48f9_1_20240919115321.jpg\nHuman Agent: You would want to  cancel this clips plan then after it has expired sign up for a continuous plan.\n\nI am unable to cancel the subscription on my end, as you are subscribed via Google but you can follow this guide on how to cancel your subscription via Google. https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid\nCustomer: I just canceled the clips plan\nHuman Agent: okay.  it should expire around Oct 12.  You will be able to sign up for a continuous plan after this clips plan expires.\nCustomer: Ok"]
["Customer: How do I stop an automatic withdrawal \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Since you are subscribed through Google, you would need to cancel through your Google subscriptions. Here is a link with more information on how you may do that. https://support.google.com/googleplay/answer/7018481"]
["Customer: My cloud service is working right. \nCustomer: My cloud service is not functioning properly. \nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie, let me look up your account, one moment\nCustomer: Ok thanks! \nCustomer: Are you still there? \nHuman Agent: I looke dup your account and see you have several devices on the subsciption, are you having an issue with the subsciption on all of the cameras or only certain ones? can you also emaborate what kind fo cloud issue you have, (example: cant see the playback its black when I click playback on a camera, when I click playback it says to subscribe, ect)\nCustomer: Yes. The recording seems to only record little clips and when I try to view them they don't pull up anything or it switches on the time table. Like on the Pivot camera it use to show a recording of the whole day in little ten seconds moments and when it was motion it would record the motion.  Now it doesn't show that it is recording anything but short clips that I can't view. \nCustomer: And the time is off on the time table. Which I know we had daylight savings in America that just changed the time but it was off before that by a few minutes now it is an hour and a few minutes \nCustomer: It is that way on all of the cameras. \nHuman Agent: Okay, Can you on the Pivot click playback then take a screenshot of how it looks after that, then tap on a specific event from that playback area and take another screenshot and send that to me to review. \nCustomer: Okay. I'll try. \nHuman Agent: Okay\nCustomer: D/static_file/1489bbf502_1_20250310163946.jpg\nCustomer: D/static_file/237f762ce0_1_20250310163951.jpg\nCustomer: I'm not exactly sure what time frame you are needing but her are 2 from where is should be 12am and it comes on at 11:15pm and then another at 1 am that is not the right time. If I click on current time it skips back one hour. \nHuman Agent: Okay, I believe I know what is causing this issue, I am going to have you do something called Time cycling, we first would have you try this with one camera, then if it does resolve the issue you can do the time cycling with the rest of the cameras as well.  One moment while I type out those directions for you to preform.\nCustomer: Okay thanks. \nHuman Agent: Step 1:\nClick live on an individual camera\nStep 2:\nClick the settings gear in the top right\nStep 3:\nClick the three dots in the top right\nStep 4: click on timezone (if you tap on it several times and nothing pops up please let me know and dont continue the other steps yet)\nStep 4:\nChange the timezone to an incorrect timezone, then back up to the live viewing area (do not accidentally press reset or delete in the 3 dot area)\nStep 5: \nCheck that the cameras time has changed, once it does or if it has then Once again repeate steps 2 and 3 tog et to the 3 dot area\nStep 6:\nTap on timezone, this time click the correct time, after that back up to the live video and check that the time has changed to the correct time. \n\nOnce the time is correct then let me know and I will have you do a test with the camera to check that the new events created no longer have the issue. \nCustomer: Okay. I'll try that now. \nHuman Agent: Okay\nCustomer: Yes\nCustomer: It seems to still be off an hour. Let me try on emore time \nHuman Agent: Okay, If for any reason it is off again, try when you change the camera to the Wrong time zone, to do a reboot, (unplug and plug in the camera) once its back online then go through step 6, then give it another reboot, then check the time again and see if its still off. If it is after that then I will have you try the time cycling with the NVR first, (sometimes NVRs will change the time of cameras to its time, and if its time is off then it can make the cameras time be off) which requires slightly different directions. Just let me know  if it is successful, or fails to know what to isntruct you next. \nCustomer: The time on the live screens seems to be recording the right time but the playback still has recording that happened already showing in future time spots. \nCustomer: Okay I'll try that and the NVR too. \nHuman Agent: To time cycle the NVR its slightly different steps.\nFirst from the home page you would click \"Settings\" next to my devices\nClick on the NVR\nThen click timezone, or tap on the settings gear/three dots then press tiemzone, here you would do the same as the camera time cycling, you would choose one that is wrong, then check that it did change by viewing the NVR live, then follow the steps im sending you here to get back to that timezone area, then change it to the right time zone, then back up again and check that the live video time is once again correct, After that I will have you do a test with the camera we did the cycling for (the pivot) which I will give you instructions on how to preform\nCustomer: Okay. I'll try the NVR now. \nHuman Agent: Okay\nCustomer: Okay the time on the live view is correct but I'm not sure if it is right on the playback yet. \nCustomer: I think the playback is messed up because all of the clips are set in future and past times now that are not correct. \nHuman Agent: Okay, you wouldn't check the events quite yet, their time will still be wrong in the app as those are clips from before we did the correction, we have to try and get the camera to create a new event. To test if this resolved the issue you would go to the pivot camera, and reboot it, to reboot it you would unplug, and plug it in, Once the camera is back online again move Infront of the camera to cause motion so it will trigger, after it triggers click on the alert or click on playback and tell me if the new alert/event made is correct or not. \nCustomer: Okay\nHuman Agent: If it is correct and lets you view it correctly please let me know, If it fails take a screenshot of how it looks after you tap on the new event. \nCustomer: It didn't connect to my wifi correctly. Let me try again. \nHuman Agent: Okay\nCustomer: It's back on and the live shows the time correct but it hasn't triggered any events. \nHuman Agent: Okay, try moving Infront of the camera for a bit, then stop, give it a minute or so then click on playback \nCustomer: Oh yes it did. I was seeing all of the future times and had to scroll down. Let me check if it is on the time line correct for playback. \nHuman Agent: That's great, that's actually a fantastic response and we wanted it to be on the correct time for the alert area compared to those other events wrong time events. The next thing you would do is delete all of those \"future\" time events (it does not delete the footage just the wrong time on the events) then you can do the time cycling with all the other cameras like we did earlier to resolve the other cameras event time issue as well.\nCustomer: Okay. I think it is working. It still doesn't show that it is recording  10 seconds moments all day just only when there is motion. \nHuman Agent: That's great news! now to correct the issue with any other cameras that are being effected you can do the same camera cycling, and then doing a reboot to test them. I recommend for this process to do each camera one by one, as there are allot of steps and its best to make sure each one is resolved before moving onto the next one, I want to ensure that each camera creates these events properly for you.  \nCustomer: Okay do you want me to do those all right now while you are on. \nHuman Agent: You can do them now if you have time, or If you would like, you can take a screenshot of the cycling steps so you can easily do the process in the future, this is a fairly rare issue to come up, but I find this issue you had today comes up for customers when the NVRs time, and the cameras time do not aline with one another after daylight savings time, which causes the cloud service events to act strange and show a future time and you cant have events in the future, only the past so it causes this issue to occur. \nCustomer: D/static_file/7822111cf1_1_20250310174055.jpg\nCustomer: I think correcting the NVR corrected all the cameras at the same time. Thank you!  It is still showing me this when I am scrolling between events on the timeline and it never use to do that is my plan not showing continuous 10 seconds moments through out the whole day. I can't use the flash back method either. \nHuman Agent: Yes, So the plan you have on the cameras is the Clips plan whenever you click playback directly on the cameras it will show you the clips (you have the clips plan) when there is motion, the areas there are no motion t does not record to the clips plan, If the cameras are on your NVR then the NVR will record continuous footage which means it will have the areas of motion, and no motion, so if you want to see those in-between areas with no motion, click playback on the NVR, then select the camera at the top. \nCustomer: Okay. I did have a different plan that I paid for my doorbell camera that was suppose to go through Sept 6th I believe. Did that get removed since I did the plan through Smartz Eaze that did all the cameras under one price? \nHuman Agent: I would have to have you check from the app which cameras are enabled, can you go to the cloud section of the Smartz Eaze app, then go to the cloud subscription section and check what cameras are enabled for the plan?\nHuman Agent: Also We will be closing at 6PM central time which is in 8 minutes. I can follow up via email if you prefer, Send a callback scheduler so you can schedule a callback for tomorrow what would you like to do?\n\nCustomer: Thank you very much for your help with everything. I'll reach out again tomorrow about the plans. \nHuman Agent: We are currently unavailable for live chat support, but you can reach out to us via email support@zmodo.com. Our new hours of availability are:\n\nMonday to Friday: 9am to 12pm and 1pm to 6 pm CST\nExcluding Holidays\n\nYou may also contact the chat outside of our hours again to speak to our AI chatbot Mira who can assist with some troubleshooting. I've also sent a callback scheduling form where you can click the button in the chat in order to schedule a callback for a future date if you'd prefer.\n\nThank you for understanding."]
["Customer: This app is not letting me stop cloud service on one of my cameras. \nHuman Agent: Hi my name is Wendy.  Which camera cloud plan are you wanting to cancel? What is the name or device ID on the camera?\nCustomer: The camera name is driveway 1\nHuman Agent: ZMD14DADA000347 driveway1 has a legacy cloud plan, if this plan is cancelled and you want to sign up again in the future you will be paying current cloud plan pricing. \n\nPlease let me know if you would like me to cancel this plan for you and I will cancel it.\nCustomer: Yes please do I want to put a different camera on a cloud plan\nHuman Agent: Okay.  One moment and I will cancel the cloud plan on camera driveway1.\nCustomer: Thank you \nHuman Agent: Cloud plan on driveway 1 has been cancelled.\nCustomer: Thank you \nHuman Agent: You're welcome!"]
["Customer: Billing \nCustomer: Agent \nCustomer: Agent \nHuman Agent: Hi my name is Wendy.  How can I help?\nCustomer: Hello, i was wondering why i got charged a full month since i canceled most of the cameras recording \nHuman Agent: It looks like you have a subscription managed through your Google account for 8 devices. You would want to cancel the subscription through your Google account. To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option.\nCustomer: Ok i will do that then"]
["Customer: How do I get a refund? \nCustomer: Refund on the subscription ? \nHuman Agent: Hello, you've reached customer care, my name is Kylie. The subscription is non refundable, this is stated in our TOS which was agreed to when subscribing."]
["Customer: can i change to basic\nCustomer: explain\nCustomer: so basic only records 10 seconds\nCustomer: how many seconds after I subscribe\nCustomer: how many seconds after  i have subscribed?\nCustomer: why are you talking about before the subscribtion?\nCustomer: i am not\nCustomer: getting the basic cancels other subscription?\nCustomer: i do have questions you are not answering them\nCustomer: human\nCustomer: hello\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Your questions seem to have confuse the chat AI. Can you explain and elaborate to me more what your wanting to do?"]
["Customer: No videos are being saved to the cloud\nCustomer: Talk to a real person\nCustomer: Agent\nCustomer: Agent\nCustomer: Hello, videos aren't being saved in the cloud.\nHuman Agent: The cameras on your account are offline. The cameras will need to be connected to the internet in order to save footage to the cloud. Are you there with the cameras right now?\nCustomer: I'm not, but what I'm trying to view happened about 2 weeks ago. If I connect it to the internet, will it retrieve it? I used to be able to see it even when it was offline.\nHuman Agent: If there is not footage from 2 weeks ago now, it will not be there because there was not footage recorded. The camera cannot be used when it is offline. When the camera is offline, that means that it is not connected to the internet. The camera needs to be connected to the internet to be viewed on the app or record to the cloud.\nCustomer: There were videos from 2 weeks ago. I used to be able to see them in the app.\nCustomer: In the events section\nCustomer: Since I have the platinum, I used to be able to see the previous events\nHuman Agent: If the camera was online at that time, then you could have viewed events. Only one of your cameras is subscribed to the Platinum Plan. So if it was a different camera that recorded those events, it would not still be saved two weeks later.\nCustomer: The camera that is subscribed to the platinum plan was on two weeks ago. There were videos in the events because the device was on.\nCustomer: Now those videos that I used to be able to see don't show\nHuman Agent: Which camera was showing you events?\nCustomer: Borega\nCustomer: It's offline right now. But it was online two weeks ago.\nHuman Agent: I can see the last week of online activity, and that camera has been offline. There is also no recorded footage for the last 30 days, so it may have been events from before you subscribed the camera to the Platinum Plan. It may have been while it was still on the Premium Plan.\nCustomer: So if I subscribed to the premium plan 2 days after the event, it wouldn't save it?\nCustomer: There's absolutely no way for me to retrieve it?\nHuman Agent: The cameras only record when there is an active subscription on them. If the camera had the Premium Plan, it would save the footage for 7 days. If the camera had the Platinum Plan, it would save the footage for 30 days. \n\nIf the footage was recorded while the camera was on the Premium Plan, changing to the Platinum Plan would not change how long that footage is saved for. It would still be saved for 7 days, because it was recorded on the Premium Plan.\nCustomer: Oh okay thank you so much\nHuman Agent: You're welcome."]
["Customer: I paid for cloud services and you have closed it \nCustomer: Agent \nHuman Agent: I do not see a current subscription on your account. What do you see when you go to the Cloud tab in your mobile app or web app?\nCustomer: Agent I have a subscription to zmodo was just charged yesterday. Shows paid on my account \nHuman Agent: Did you subscribe through the mobile app on your phone or tablet? Or did you subscribe through the web app? When you have a subscription, it will show the subscription in your cloud tab. So again, what do you see when you go to the Cloud tab in your mobile app or web app?\nCustomer: Is someone going to call me \nHuman Agent: If you would like a callback, then you can tap on Schedule Call to make a callback appointment.\nHuman Agent: If you would like a callback, then you can tap on Schedule Call to make a callback appointment."]
["Customer: Cancel service \nCustomer: Agent\nCustomer: Ok\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like you have 1 camera subscribed, One moemnt while I cancel the cloud service for you\nCustomer: Thank you \nHuman Agent: I successfully unsubscribed the camera for you, the last date of service is 3/20/2025 for that camera. \nHuman Agent: Any other questions I can assist you with before we go\nCustomer: No thank you soooooooo much for your time \nHuman Agent: No problem, thank you as well. Have a wonderful rest of your day, farewell."]
["Customer: Add device to my current account \nHuman Agent: Hi my name is Wendy.  You are wanting to setup a camera to your account? What is the device ID on the camera?\nCustomer: Room 3 add that to my account\nHuman Agent: The ID will be listed on a sticker on the camera, it will start with ZMD or GSG\nHuman Agent: I see a camera named device 3. this camera shows online.\nHuman Agent: Room & device 3 are the cameras on your account.  Both show online.  Are you able to view the live feed from these 2 cameras?\nCustomer: Yes I am able to view device 3 but it's not on my subscribe account\nHuman Agent: ZMD19H3I8D24860 device 3 camera does not have an active cloud plan.  You should be able to view up to 10 second motion alert clips from this camera on the events tab from the past 12 hours\nHuman Agent: You can enable the clip plan on device 3 camera if you would like.  \nCustomer: I am able to view the live feed but I cant go back and review motion from earlier this morning\nHuman Agent: You would want to enable the clip plan on device 3.  Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\nCustomer: Yes, I want to enable the plan\nHuman Agent:  Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\nCustomer: The account I have is for 2 devices but it's only showing one for being subscribed\nHuman Agent: Right. one of the clip plans was on camera ZMD19H3I8D20372, ZMD19H3I8D20372 is not on your account any more.  You would want to enable the plan on device 3"]
["Customer: is there a way to get older cloud recordings?\nCustomer: i am looking for videos after the 30days\nCustomer: can they be retrieved?\nHuman Agent: Hello, my name is Grant. The cameras on your account are subscribed to the Platinum Plan which saves the last 30 days of footage. Unfortunately, there would not be any footage beyond those 30 days still saved to the cloud."]
["Customer: I want to change a camera out for new one. How do I link cloud service to the new camera and for new camera to be able to connect to app\nCustomer: How do you contact support?\nHuman Agent: Once you connect the camera to your account, you can edit the enabled devices in the Cloud tab of your app. Tap on Cloud and scroll down to the active subscription. Tap on View Details and tap on Edit.\nCustomer: It's still confusing \nCustomer: Phone serivece is much better what a shame.\nHuman Agent: You can tap on Schedule Call to make a callback appointment if you would like to.\nCustomer: Yes\nCustomer: I did click appointment \nHuman Agent: Were you able to make a callback appointment?\nCustomer: Yes\nCustomer: 11 to 12\nHuman Agent: Then we will give you a callback during your appointment time, 11AM-11:59AM CST.\nCustomer: Ok thank you!\nHuman Agent: You're welcome."]
["Customer: Hello there i am having problema with my subscription i dont ser iCloud storage supposodly i purchase 9.99 Month but when i go to tha app looks like i dont a plan \nCustomer: Looks like i am not subscribed but i paid alredy\nCustomer: What is Custumer support number \nHuman Agent: There is not a subscription showing on your account. Could I have information about the payment or a screenshot of it in your account?\nCustomer: D/static_file/b6ed7d079e_1_20241205113021.png\nCustomer: D/static_file/569f7b9410_1_20241205113029.png\nHuman Agent: You likely started that on another account. Is there another email address or phone number you used in the past for your account?\nCustomer: The only one is alelybarraza@gmail.com\nTel 816-379-5427\nHuman Agent: Okay, because there is no subscription on this account. And the cameras on the account have never been subscribed. So you may have subscribed cameras on a different account at one point in time. Do you have any other email addresses? Or is there anyone else that may have access to the cameras?"]
["Customer: I renewed my five cameras on November 26 and it is not allowing me to do reviewing. I want my money back.\nCustomer: How do I contact customer support?\nCustomer: I paid to renew my cameras on November 26 and have not been able to renew look at them since then I’ve contacted you and done everything you told me I want my 2499 back now.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account.\nCustomer: OK, thank you\nCustomer: Are you still there?\nHuman Agent: It shows on my end that your camera subscription as going through apple for the subscription processor. The last time I see it renewed was on 11/26/2024, Apple is also reporting that the plan was canceled so it did not renew this month at all. I don't see where the cameras are currently enabled, you can go to the cloud section, click edit next to subscriptions, then tap on a camera and hit enable to enable it. \nCustomer: 2499 was taken out of my checking account on November 26. I just canceled the subscription today.\nHuman Agent: The directions before that were given to did state to contact us if you still had trouble, you only reached out to us on 11-27-2024 once to get help and were only talking to our chat bot, a live rep took over the chat but there was no response. \nCustomer: D/static_file/60f8263613_1_20241223164123.png\nCustomer: Here is showing proof that the money was taken out for my security on November 26.\nHuman Agent: Yes, as I said before  The last time I see it renewed was on 11/26/2024.\nCustomer: I reached out to your team and did what they asked, and it never worked.\nCustomer: I got an email and tried everything they said and thought it was working is why I did not contact back. I will contact my bank and have them reverse this payment.\nHuman Agent: you did not tell us that, and did not continue the chat to get live service at that time. As I said before you can go to the cloud section, click edit next to subscriptions, then tap on a camera and hit enable to enable it. \nCustomer: I was never on a live chat.\nCustomer: I did that and it didn’t work.\nHuman Agent: I am the one who took over your chat and responded, which you never responded back. The cloud service is a non refundable service, it states this in our terms of service when subscribing. We are providing the service you just have not enabled the cameras to the plan, we will refute the dispute as we are providing the service. \nCustomer: OK, since you guys are being assholes, I am going to contact my bank and tell them we did not get the service that we paid for and they will refund my money and we are going to find a different security system because you’re not helping me. There is no edit by the cameras. \nCustomer: \nYou have not provided a service and I can prove it by taking a picture showing my cameras are not active. You guys are a bunch of crap and you’re gonna get a bad review for me because you have not helped me at\nCustomer: Tell me where the edit feature is since you’re so smart\nHuman Agent: That is your prerogative, as I stated before the service is non refundable.\nCustomer: \nWhere is the edit? Answer my question\nCustomer: D/static_file/ff1dfa7693_1_20241223164721.jpg\nCustomer: Here is a picture of my cloud screen where is the edit? I need to get this taken care of.\nCustomer: I would like to talk to a supervisor since you were not willing to help me.\nHuman Agent: Okay, I have been trying to provide assistance, I will transfer you to a supervisor one moment.\nCustomer: I’m willing to work with you if you will tell me on my cloud screen that I sent you a picture of where I\nCustomer: Activate the cameras\nHuman Agent: Hi, thank you for contacting support. My name is Dillon and I am Kylie's supervisor. One moment as I review your case. \nCustomer: OK, I’m just trying to figure out how to activate my cameras after paying my subscription on November 26. He told me to go to my cloud and hit edit. There is no edit as I sent a picture.\nHuman Agent: Alright, for editing, you would hit view details on your current plan, then would hit the edit button there. \nCustomer: Ok\nHuman Agent: When purchasing service, you're purchasing it for up to the number of devices you subscribed for with the ability to move it around between devices at your will. Here you do not have it assigned at the moment so it would just need to be assigned to the devices via the edit button after hitting view details on your current plan. \nCustomer: OK, I’ve done that and there is no edit\nCustomer: D/static_file/6cc047ae16_1_20241223165815.jpg\nCustomer: Here is a picture on that screen\nHuman Agent: If you try from your phone app, do you have the edit button there?\nCustomer: In the past, we have never had to do this\nCustomer: That is where I am trying it from\nCustomer: It says that all of my devices are enabled. Now what?\nCustomer: I am trying from my phone and it does not have an edit\nHuman Agent: Oh, I apologize, this must be some form of tablet, the pages look a bit different than from a phone. In that case please try resubscribing on the same Apple account to the exact same plan you already had. That should resend the information from Apple which should hopefully resolve things for your Edit button. As long as this is the same plan, the same Apple account, and you have already paid, this will not charge you and instead turns on renewal again. You can then make your edits to enabled devices, then cancel again so it does not renew if you would like. \nCustomer: Thank you this will be the last month that we subscribe. Because we have lost out since November 26. We have never had to do this before. I’m going in and canceling my plan right now.\nCustomer: We will also be changing from your shitty service to another camera. We’ve never had to edit and do all this crap before.\nHuman Agent: In order to resolve your issue you would need to follow the instructions from my previous message. I'm sorry you feel that way, but all I can see is that the cameras had been unassigned previously. I'm happy to help, but you would need to follow the instructions from that previous message to resolve the issue."]
["Customer: Set up\nCustomer: I need help\n\nCustomer: Troubleshooting\nCustomer: I want to pay my subscription \nCustomer: I can’t not select \nCustomer: Agent \nCustomer: Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. First I will need a bit mroe info to better help you, When you are trying to subscribe is it from within the app or are you trying to subscribe from a computer?\nCustomer: I want to pay and I been asking and asking to change it to Iamfranciscalopez@gmail.com that way I am able to pay for this camara my old email is lfeancisca3@gmail.com and I don’t\nHave access to the one bit more \nCustomer: Coustumer café agence \nCustomer: I want to pay and I been asking and asking to change it to Iamfranciscalopez@gmail.com that way I am able to pay for this camara my old email is lfeancisca3@gmail.com and I don’t\nHave access to the one bit more \nCustomer: I want to pay and I been asking and asking to change it to Iamfranciscalopez@gmail.com that way I am able to pay for this camara my old email is lfeancisca3@gmail.com and I don’t\nHave access to the one bit more \nCustomer: I want to pay and I been asking and asking to change it to Iamfranciscalopez@gmail.com that way I am able to pay for this camara my old email is lfeancisca3@gmail.com and I don’t\nHave access to the one bit more \nHuman Agent: it sound slike you already have a plan then and are wanting to switch plans not start a new one\nHuman Agent: ?\nCustomer: New one \nCustomer: I want to pay and I been asking and asking to change it to Iamfranciscalopez@gmail.com that way I am able to pay for this camara my old email is lfeancisca3@gmail.com and I don’t\nHave access to the one bit more \nHuman Agent: OKay you will not be able to susbcribe unless you are logged into the main account the cameras are bound to. Do you have the ability to log into the zmodo account you made with the email lfrancisca3@gmail.com?"]
["Customer: agent\nCustomer: agent\nCustomer: thanks\nHuman Agent: How can I assist you?\nCustomer: hi a few days ago i asked about an issue adding a couple of cameras to the clip plan\nCustomer: the agent told me that the was caused by the firmware that need to be upgraded\nHuman Agent: IT looks like they asked if you could connect the camera and try to update it. That camera is still offline and has not been updated. Are you there with the camera?\nCustomer: i tried one of the cameras, upgraded but the problem persists\nCustomer: The Palo Seco 4 camera is online, updated and still not able to add it\nHuman Agent: That camera is showing offline right now.\nHuman Agent: There are two cameras that are currently online, \"Palo Seco 1\" and \"Bodega Multi Escazu\".\nCustomer: I'm thinking the problem might be because the clip plan is not a product that you offer right now\nCustomer: I have it becouse i bought a couple of years ago \nCustomer: i works for the cameras that were on the plan but maybe adding new cameras to the plan is not possible\nHuman Agent: Well, if you are there with the camera, we can try to get the camera online and then try enabling the subscription on it. Are you there with the camera?\nCustomer: no the camera is on a remote location but trust me that i have try several times while the camera is online\nHuman Agent: The camera is online now. So it probably does not have a good connection to the Wi-Fi network or to the internet. Can you try enabling the subscription on it now through the web app? If you get an error, then can you send a screenshot of the error that you get?\nCustomer: the screen says an error ocurr, please try again later\nCustomer: I was cheking that the premium cloud service cost the same that the clip and has more features\nHuman Agent: If you get an error, then can you send a screenshot of the error that you get?\nHuman Agent: If you would prefer to subscribe to the Premium Plan for that camera, then you can. The Premium Plan records continuously instead of just when the camera detects motion. The Premium Plan is per device, so you could start it on just one camera if you wanted to.\nCustomer: the question is if you still offer the clip plan for new costumers\nHuman Agent: You already have the clips plan. So you should be able to edit it and enable other devices. That is why I have been asking if you can try to enable it and send a screenshot of the error message that you get if you are unable to enable it.\nCustomer: The problem is that i cant send you the screenshot but i have tried to enable it several times\nCustomer: and always the same error\nHuman Agent: If you are having trouble attaching it to the chat, then you can send it to support@zmodo.com.\nCustomer: D/static_file/866166f804_1_20241028093940.png\nCustomer: here is the screenshot\nHuman Agent: It looks like those four cameras are already subscribed on the plan.\nCustomer: yes but i'm adding the Palo Seco 4\nCustomer: It apears cheked but when you push add the error apears\nCustomer: the ones added are palo seco 1, palo seco 2, paloseco 3 and bodega multi escazu\nHuman Agent: Yes, those are the cameras that are already subscribed.\nCustomer: and the error apears when adding palo seco 4 or shop plazaamerica(when online)\nCustomer: the last agent told me it was becouse a outdated firmware but palo seco 4 is updated right now\nHuman Agent: They told you it could be because of that, so asked if you could connect it and try to update it. Let me take a look. I may just need to add the time manually to the camera.\nHuman Agent: Can you send a screenshot with the camera you are trying to update showing and the error message? Because the screenshot you sent just shows the four cameras that are already subscribed.\nCustomer: Are you aware that is not possible to send a single camera becouse the other 4 are already added?\nHuman Agent: I am asking you to send a screenshot that includes that camera in it. So all 5 cameras selected.\nCustomer: i waranty that all 5 cameras were included in the screen shot but the error disapears really fast \nHuman Agent: Okay, can you take another screenshot with the additional camera you are trying to enable included in the screenshot?\nCustomer: I'll try\nCustomer: now the chat is not opening the screenshot\nHuman Agent: I enabled the Clips Plan manually on the camera.\nCustomer: the plan still shows only 4 cameras not 5\nCustomer: D/static_file/9dbf3ce00d_1_20241028100034.png\nHuman Agent: Yes, it is not going to show on the Clips plan, because I had to manually add the time to the camera.\nCustomer: To me it looks like the plan has some issues but looks that you are forgetting that a COSTUMER might know something of IT and not all errors are on costumer side. \nHuman Agent: I am not forgetting that not all errors are on the customer's side. That is why I had you send me the information on the error message. And then I added the time manually because it did not seem to be an issue on your end."]
["Customer: Agent\nCustomer: Hello. I just wanted to see if I still have my subscription? I know I was having technical issues. And the last person had to manually do it \nCustomer: Hello\nHuman Agent: Hello, you've reached customer care, my name is Kylie. let me look up your account.\nCustomer: Thank you\nHuman Agent: It looks like your camera is not subscribed, you will have to subscribe the camera for it to have service."]
["Customer: I can't access my video only live veiw\nCustomer: I can see the live view but I can't see any playback video it says no video but I can see that it's on there but it won't let me open it it's saying no video\nCustomer: It won't show anything that was recorded\nCustomer: I can't play back any videos it won't show them\nCustomer: Can I talk to a representative?\nHuman Agent: I took a look at your account. It looks like the cameras got desynced and stopped recording to the cloud. I synced and restarted the cameras and they should begin recording again when they reconnect.\nHuman Agent: It usually starts showing you footage within 10 minutes, but can sometimes take up to 60 minutes to get a backlog of footage to show.\nCustomer: Ok I'll keep  checking,  thanks \nHuman Agent: You're welcome. Please keep an eye on it and do not hesitate to contact us if it does not work or if you have any other questions.\nCustomer: Ok"]
["Customer: Hi I want to cancel the subscription or take off auto pay \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I look up your subscription. \nHuman Agent: It looks like you're subscribed via Google so you would need to cancel via your Google subscriptions. Here is a link with more information on how to do this. https://support.google.com/googleplay/answer/7018481"]
["Customer: Need to speak to associate \nCustomer: Where is that button\nCustomer: Speak to associate \nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Customer service\nCustomer: I need my footage from September 25th 2024, it’s involved in an incident and I need it as soon as possible \nHuman Agent: I took a look at your account and it looks like your cameras are subscribed to the Premium Plan. Unfortunately the Premium Plan saves the last 7 days of footage, so there is not any footage from 9/25/2024 saved to the cloud any longer.\nCustomer: How can I get the footage it was on their?\nHuman Agent: There is not a way to get it. The Premium Plan saves the last 7 days of footage. After 7 days the footage is deleted from the cloud. If you need to save footage, then you would want to make a clip in the mobile app or on the web app on your computer before the footage is removed from the cloud."]
["Customer: Set up\nCustomer: Cloud service\nCustomer: How to subscribe for 24/7 cloud service\nCustomer: online is not working correctly\nCustomer: do you have support number?\nCustomer: 1\nCustomer: I need support\nCustomer: ok..thank you\nHuman Agent: How can I assist you?\nCustomer: I need further assistance\nCustomer: Trying to subscribe cloud account service but your web wont open the browser page\nHuman Agent: Are you unable to log in to the web app? Or are you able to get in to your account, but you are having trouble when you try to subscribe once you are logged in?\nCustomer: yes\nCustomer: but want to setup payment\nCustomer: not letting me\nHuman Agent: Which question is that a yes to? Are you able to log in to the web app?\nCustomer: I am logged into my account\nCustomer: How do I setup payment process?\nCustomer: I don't see any page to insert credit card payment\nCustomer: I subscribed to one month free trial\nCustomer:  two of my cameras are not on the free trial\nCustomer: so trying to enable cloud service for all my cameras\nCustomer: when I click on subscribe its open a page but its blank\nCustomer: does not process \nHuman Agent: I apologize for the delay in my response. It looks like there is an issue with the Cloud Plan subscriptions that was just reported while I was working on the issue with you. I was looking in to it in order to get all of the information. It looks like we have been able to replicate the issue and it has been reported and a solution is being looked in to.\nCustomer: what does that mean?\nCustomer: Can you enabled my other two cameras?\nHuman Agent: It means that there is currently an issue with the Cloud Plan subscriptions and that is why you are not able to subscribe at the moment. We are looking in to the issue. I do not have much more information currently as it was reported less than 10 minutes ago.\nCustomer: ok..cool\nCustomer: so my free trial is good for now?\nCustomer: its enabled?\nHuman Agent: Yes, it looks like the free trial is enabled on six of the cameras.\nHuman Agent: And they are recording to the cloud.\nCustomer: ok but not all eight?\nCustomer: can we enable all eight?\nHuman Agent: The other two devices have already had their 1 Month Free Trial used on them, so they are not eligible for the free trial like the other cameras.\nCustomer: ok...So when you resolve cloud issue...Will I be able to setup the other two cameras on a cloud plan?\nHuman Agent: Yes, once the issue is resolved you will be able to subscribe the cameras."]
["Customer: i want to unsubscribe\nCustomer: remove my billing \nCustomer: no longer own a zmodo \nCustomer: need to remove my credit card from the cloud\nCustomer: agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like for the subscription the processor is Google, I am not able to cancel the subscription from my end due to this. You will need to cancel from the google subscriptions area. To get there, open the play store, click your google profile in the top right, choose subscriptions then tap on the subscription and chose cancel, you will know it is canceled successfully when it shows an expiring date. \nCustomer: ok i need \nCustomer: to cancel\nHuman Agent: I understand that, I sent directions in my initial message on how you would go about canceling."]
["Customer: One camera is recording to the cloud and I am not on that service.\nCustomer: Camera recording continuously to cloud\nCustomer: Troubleshooting\nCustomer: -1\nCustomer: Live person please\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?\n\nCustomer: One camera just started recording to the cloud. I’m not on that service. Tried years ago and it took up to much bandwidth on my DSL.\nHuman Agent: What is the name of the camera? \nCustomer: Cat House, have camera serial # if you need……\nHuman Agent: Sure please send it\nCustomer: ZMD18ADIH530664\nHuman Agent: It looks like the free trial was started on 9/18 but it was ended on 9/23. It shouldnt be recording to cloud any longer. Can you playback something from today? \nCustomer: Yes, still showing blue line and recording. I never started the trial but tried to cancel it yesterday.\nHuman Agent: Can you send me a picture, the cloud service trial is ended on our end. \nCustomer: D/static_file/b7e50701e9_1_20240925114447.png\nCustomer: Couldn’t take screen shot just stop action. Under Cat House camera name it still says”cloud playback” for video 15 minutes ago.\nHuman Agent: Is the camera functioning fine otherwise? \nCustomer: Yes\nCustomer: Our DSL to internet i\nHuman Agent: Okay I recommend just waiting for the 7 days to pass from the 23 that should clear all past recordings as it not storing any new recordings, it will go away\nCustomer: has slowed down\nHuman Agent: It isnt recording to the cloud anymore so it shouldnt be impacting speed anymore \nCustomer: Okay but it still is recording now\nHuman Agent: No the trial was ended on the 23 \nCustomer: D/static_file/974d807629_1_20240925115133.jpg\nCustomer: I’ll take a pic from my wife’s iPad showing recording.\nHuman Agent: D/static_file/125c9c7b09_1_20240925115319.png\nHuman Agent: These are the device details we have for the camera. \nCustomer: Do you agree from photo I sent it’s still recording?\nHuman Agent: Yes it shows like it is. I am not disagreeing with what you can see. All we can do is fully factory reset the camera and remove it from the account to try and clear it. Or you can wait the 7 days from 23 to see if it clears the recording trial once the last day of recording is removed. I cannot delete cloud footage, you have to wait the time for it to be deleted. \nHuman Agent: 23rd*\nCustomer: Ok I’ll wait 7 days. Maybe just turn off the camera…..\nCustomer: Thanks, bye\nHuman Agent: Okay I hope you have a nice day. If it still giving you issues, please let us know."]
["Customer: My device is setup for premium cloud storage but it isn't working\nCustomer: How Do I reach out to customer support \nCustomer: I'm still here waiting for a response\nCustomer: Is anyone here still on the chat?\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I activated a camera today for cloud service but it still isn't recording anything other than an event. I started the service a 8:30 am today, eastern time\nCustomer: Is that all it is supposed to store but now it does it for 7 days?\nHuman Agent: Okay, on my end when I look up youra ccoutn only one camera named Front Door is subscibed, is that the camera you are having trouble viewing the cloud service for or is it one of the other cameras on the account you are trying to view the playback on?\nCustomer: That is the only one. I wanted to try it out on one camera before adding more \nHuman Agent: The plan subscibed for the Front door camera is the 7 day plan, this means when something is recorded, it will be able to be viewed and daved within 7 days, after the 7 days have passed then that video is overwritten to make room for more footage. The cloud service starts the moment a camera is subscibed and any video recorded after that can then be reviewed for 7 days before its overwritten.\nCustomer: So it only records motion and nothing else?\nHuman Agent: No, how the plan works is when there is motion it will take a consecutive video until the motion stops, after that the camera will take a picture every 10 seconds and compile that into video form so you can view it, the Red and Yellow areas in playback are motion, and the Blue is when no motion is present and when the camera takes those photos I mentioned.\nCustomer: Thr reason I ask, is sometimes it misses motion or cuts off at 10 seconds. I don't see anything else.\nCustomer: I'm only seeing the motion. I don't see the yellow or blue. When I try to see anything that is out of that time if motion, it tells me that I need to subscribe for the service, which I already did.\nHuman Agent: Yes, Cameras that are not subscibed will only take 10 second clips, have a cooldown of 3 minutes, then if there is still motion or more motion occures it repeates and will take another 10 second clip. With a cloud service subscription its not the same and it is continuous as long as there is motion present, then when the motion stops it will take the photos every 10 seconds and compile it together. \nHuman Agent: Can you click playback on that Front Door camera for me, then take a screenshot of how it appears in the app. \nHuman Agent: Then send me that screenshot into the chat. \nCustomer: Ok, give me a moment \nCustomer: D/static_file/3fb99332a9_1_20250204133917.jpg\nCustomer: I moved it over to this afternoon to see if anything \nHuman Agent: currently for this camera there is only a very small amount of recorded footage because you just started it for this camera. can you try deleting the app and reinstalling it then try again to view the playback?\nCustomer: Ok, I'm assuming I will lose this chat at that point correct?\nHuman Agent: No the chat will still be here, it would only close if you fail to respond to the automated chat warning message, that message is sent into the chat after 5 minutes of no response occurs and after that the chat closes. \nCustomer: It appears to be working now.  Thank you!\nCustomer: I think I'm all set, it is working now \nHuman Agent: Great, have a wonderful day.\nCustomer: Thanks , you also"]
["Customer: Spanish \nCustomer: Agente \nCustomer: Soplarte en español \nHuman Agent: Hola, se ha comunicado con atención al cliente. Habla Marcela. ¿En qué puedo ayudarle?\nCustomer: Hola Marcela te habla Joanny \nHuman Agent: Hola \nCustomer: Te escribo porque quiero cancelar una suscripción de unas de mis cámaras porque ahora mismo no está funcionando \nCustomer: Hola \nHuman Agent: Claro que puedo ayudarte con eso. También puedes moverlo a la cámara llamada Cámara Sto Dgo 2.\nCustomer: Ahhhh perfecto entonces \nHuman Agent: ¿Preferirías mover el servicio?\nCustomer: Si por favor \nHuman Agent: Vaya a la pestaña Nube en la aplicación móvil y desplácese hasta la parte inferior. Debería ver una descripción general de su suscripción; haga clic en “Ver detalles”. Luego, seleccione “Editar” junto a “Dispositivos habilitados”. Cualquier dispositivo que tenga la marca de verificación se habilitará después de tocar “habilitar” en la parte inferior.\nCustomer: Ahhhh pensé que me podías ayudar con el cambio haciéndolo usted \nHuman Agent: No, solo el admin de la cuenta puede cambiarla. Si cambia la contraseña de la cuenta, puedo intentarlo desde mi lado."]
["Customer: I need to speak to a representative concerning my cloud plan.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. What questions did you ahve reguarding the cloud?"]
["Customer: hi\nCustomer: one of my cameras is not working\nCustomer: I reset it \nCustomer: before I reset it it wasn;t working\nCustomer: if I removed the device do i have to pay again the subscription\nCustomer: how can I talk to a live agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account subscriptions to see how you subscribed so I can assist you one moment.\nHuman Agent: When I look up your account I dont see any cameras that were previously on the account that were susbcribed, there was only one camera I see that was once on the account that was removed but it is not subscribed. \nHuman Agent: Are you perhaps trying to move the subscirption from a camera still on the account to another one?"]
["Customer: can't access for the cloud subscription.\nCustomer: i have no subscription\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you trying to start a new subscription?\nCustomer: but it not allow mw to open the page.\nCustomer: Yes, i am \nHuman Agent: Okay, are you trying to start it from the Mobile app or the Web app?\nCustomer: For the cloud storage should i need subscription?\nCustomer: Do i need it?\nCustomer: I have 4 cameras and i want add only 3 in my cloud storage.\nCustomer: id it possible to activate the cloud storage in only 3 cameras.\nHuman Agent: Cameras without a cloud subscription only take short clips that can be reviewed for a short period of time in the event/alert areas before they overwrite to make room for more. With a Continuous cloud subscription the cameras will instead record continuous video and have a longer period of time before the video overwrites to make room for more video. \nHuman Agent: Yes, when subscribing you choose which devices to subscribe, if you only wish to sub 3 that is perfectly fine. \nCustomer: Could you please provide me the subscription plan.\nCustomer: For 3 cameras\nHuman Agent: You would need to subscribe in the Mobile app or the Web app to do that, I am not able to subscribe for you.\nCustomer: okay, please stay on the line with me, let me check\nHuman Agent: Okay, be sure to check in if it takes more then 5 minutes or the chat will close\nCustomer: please help with that, how i can subscribe.\nCustomer: through the app\nCustomer: do you have any instruction how to do that\nCustomer: Are you there?\nHuman Agent: You would go to the cloud area of the app, choose the plan and the price then hit subscribe, then select the camera and double check the plan, price, and cameras are what you want then continue and it will ask for billing information. \nCustomer: could you please connect me through the call with someone..\nHuman Agent: Once completed at the end of the process it will say if it was successful or not, if you are unsure you can always check in that cloud section if you scroll down to where it says subscriptions it should show the new sub there. \nHuman Agent: e do not have an inbound number to call, but we do have outbound calling done via schedule I can send you our call scheduler so you can schedule to speak with a rep over the phone\n\nHuman Agent: Ah, it actually looks like you are contacting us as a Guest, I will need to take down your information to fill out the call scheduler for you, I will need your name, phone number, email, and email for account if that is not the same."]
["Customer: I need my money for i cloud storage refunded\nCustomer: I want my money refunded due to your camera problems\nHuman Agent: Hi my name is Wendy.  Are you wanting all (4) cloud plans cancelled?  Please let me know and I will cancel them for you.\n\nTo avoid future billing, you must cancel your subscription before the next renewal date. Cloud subscription plans are not eligible for refunds. After cancellation you will continue to enjoy access to the cloud plan until the last day of your current subscription period. After the subscription period ends, you will no longer be billed the recurring subscription fees, and your cloud recordings will be permanently deleted and will no longer be accessible to you."]
["Customer: Verify my subscription is active\nCustomer: I have done this on the web\nCustomer: Need assistance\nCustomer: Verification\nCustomer: Customer service\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account, one moment. \nCustomer: I made the payment on the web i see active till 2025 and on the app it says i dont have a suscription\nHuman Agent: The two cameras tied to this account are not subscribed currently. \nCustomer: I need customer care agent\nCustomer: Hello Dillon\nCustomer: I went on the web and paid for my subscription\nCustomer: D/static_file/658b9a62eb_1_20250203170822.png\nCustomer: And on the app it says i dont have one \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I do not see any active subscriptions on your account, were you charged when attempting to create a subscription?\nCustomer: D/static_file/6edc07fdab_1_20250203170957.png\nHuman Agent: That seems to be a screenshot of the web app, but the plan type would not have been made on the web app for subscriptions showing like that. Were you charged when attempting to create a subscription?\nCustomer: Yes but it says i have done it\nCustomer: Since i was not able to do it on the app\nCustomer: I did it online with my log in\nHuman Agent: The subscription types you're showing here are ones from the app, not the web app, though you're viewing them on the web app. Can you show me a screenshot of the charge you received?\nCustomer: The pictures show you that i did it\nHuman Agent: The picture you sent shows an in app subscription that is not active. \nCustomer: Yes\nCustomer: Im waiting for you to advise what i should do next\nCustomer: The web shows its renewed \nCustomer: But not the app\nHuman Agent: I requested a picture of the charge you said you received. \nHuman Agent: I have not yet received that image. \nCustomer: I sent the image of the website not the charge\nCustomer: I dont see the transaction on my bank\nHuman Agent: Yes, but the image from the website shows an inactive in app subscription and a subscription from 2021. I had asked if you had actually been charged though and you said yes so I requested a screenshot of the charge as there is not a charge on our end that I see. \nHuman Agent: In that case you would need to subscribe by going to the cloud section, choosing the plan you want, hit subscribe, select the devices, then continue through payment. \nCustomer: Must i do it again? Or should i wait\nHuman Agent: As there are no current subscriptions, you would need to go through the subscription process. \nCustomer: Ok let me try it again\nCustomer: Please hold for me\nHuman Agent: Okay. The chat will remain active 7 minutes from the last message. \nCustomer: D/static_file/5e10349e85_1_20250203172528.png\nCustomer: I believe now is good?\nHuman Agent: Yes, that camera, Livingroom, is now subscribed. \nCustomer: Perfect so the playback will show how many minutes of recording?\nCustomer: Or is it an all day type of thing?\nHuman Agent: The device would have started recording once you subscribed and would hold up to 30 days of footage. The intelligent recording does a screenshot every 10 seconds when there is no motion detected and full video when motion is detected. There is generally a 5-10 minute window immediately after footage is recorded before it is available in the app due to video processing times. \nCustomer: Ok you have been so helpful thank you so much\nCustomer: God bless and have a wonderful night\nHuman Agent: No problem, have a good evening! \nCustomer: Ok thank you"]
["Customer: I need to find out if I currently have a cloud service. I do believe I do.\nCustomer: It shows a renewal date of December 21, 2024. But then it says I have no subscription. Which is it?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Yes you do have a subscription tied to 10 cameras currently\nCustomer: How can I manage this plan and the cameras that are on it\nHuman Agent: You can Enable and disable cameras from the cloud section, next to where it says subscriptions there is an Edit button, after you press that you can see the cameras currently enabled, If you ever want to adjust the billing info you would  go into your apple account to the subscriptions area to view the details, this is also where canceling is possible as well should that ever be needed. \nHuman Agent: If you have trouble enabling as well there is an easy fix, you can cancel the plan from the apple subscriptions area, then go back through the subscribing process in the app to re enable the cameras, you just have to make sure you choose the same plan and pricing and it will not charge you again, only enable cameras. \nCustomer: In the cloud section next to subscription, I do not have an edit button. Can you call me to help me walk through this? 765-661-2232\nHuman Agent: We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\nCustomer: Phone call please\nCustomer: Never mind, I’ll just redo my subscription\nCustomer: Thank you \nHuman Agent: No problem, let us know if you have any other trouble in the future or any questions, have a good day"]
["Customer: Change payment method\nCustomer: -1\nCustomer: I need to change my payment method.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see how you subscribed, one moment \nHuman Agent: It looks like you should be able to update the payment info for the subscription you would go into the app to the Me section, then select the option that says payment management, there you should be able to update the card info for future payments. \nHuman Agent: If you have trouble with that at all, you can also log into your account from our Web app and try to update the payment info on your account there. That web app is https://user.zmodo.com/login"]
["Customer: Is my camera hacked?\nHuman Agent: Hello, my name is Grant. Could you give me some more details about the issue you are having with your camera?\nCustomer: The app is Trying to sell me \"Vault\" storage\nCustomer: It covers my camera vuew.\nCustomer: My storage subscription is good until Nov 2025\nHuman Agent: The Vault Plan is different from the continuous cloud plans. Can you send a screenshot of the message about the vault plan that you are getting?\nCustomer: Not sure how to screenshot\nHuman Agent: It would depend on the device you are using. What phone or tablet are you using?\nCustomer: Yes\nCustomer: Trying to screenshot won't let me\nHuman Agent: It will not allow you to take a screenshot? Or it will not let you send the screenshot in the chat?\nCustomer: Won't allow screenshot\nHuman Agent: What phone or tablet are you using?\nCustomer: A35 samsung\nHuman Agent: Alright, you will want to press and then release the side button and the volume down button at the same time. \nHuman Agent: It looks like the screen may also flash when it takes the screenshot."]
["Customer: I have a subscription for 4 cameras. My front porch camera broke, so I erased it off the subscription, bought a new camera, installed it, but it won’t let me add it onto my subscription. \nCustomer: Can I have the number for customer support\nHuman Agent: I took a look at your account, and you had removed the camera from your account, but you had not disabled the subscription on the camera. I have cleared the subscription from the camera and you can now edit it in your app.\nCustomer: Ok. Thank you. I’ll try now\nHuman Agent: Tap on Cloud at the bottom of the app and scroll down to the active subscription. Tap on View Details and then tap on Edit. You can select devices you want enabled on the subscription.\nHuman Agent: You're welcome.\nCustomer: When I tried earlier everytime id hit the subscription box where it showed 199.99 sub, it would say “no subscription”. So what you did should fix this?\nHuman Agent: Yes, it should. It was because the camera was not on the account, but still had the subscription active.\nCustomer: Thank you\nHuman Agent: You're welcome.\nCustomer: It worked!!!!  Thanks. \nHuman Agent: You're welcome."]
["Customer: I need to cancel my subscription \nCustomer: Agent\nCustomer: Agent\nHuman Agent: Let me take a look at your account.\nHuman Agent: Thank you for your patience. There is a Monthly Premium Plan for one device on your account. I have canceled the subscription and it will not renew again.\nCustomer: Thank you. \nHuman Agent: You're welcome."]
["Customer: Agent\nCustomer: Thanks. My subscription renewal was today. I have 5 subscribed cameras and I was billed for 8\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your subscription info to investigate one moment.\nCustomer: Thanks\nHuman Agent: It looks like the susbcirption you have currently is for 8 devices but you only have 8 assigned to the plan. You can ajust the susbcirption by going to the cloud area then selecting change plan at the bottom by the current subscirption, can you try to adjust the plan there, let me know once it shows the correct plan or if you have any trouble changing it.\nCustomer: It has 8 devices but only 5 subscribed\nHuman Agent: I meant to say you only have 5 devices assigned to the plan not 8, my apologies for the typo. \nCustomer: I was charged for 8\nHuman Agent: Yes that is correct, however the subscirption is for 8 devices, you currently only have 5 assigned. the Plan has not recently changed it shows on my end. If you do not wish for it to be 8 devices for the susbcirption anymroe you can change the plan in the cloud area so its only 5.\nCustomer: Since I was charged for 8 could I subscribe to three other ones without being charged again\nCustomer: I thought I did changed it to 5. Can you help me change it\nHuman Agent: You currently are only using the cloud time available on 5 cameras, but you have a subscription for 8 cameras, you can add the subscription to more cameras and it will not charge you, for that you would not resubscribe but would enable the cameras onto the plan instead.\nCustomer: How do I do that \nHuman Agent: If you want to change the plan it will have to be from the phone itself I am not able to change the plan for you from my end. \nHuman Agent: You would go to the cloud section of the app, scroll down and click change plan, if you do not see a change plan option at all there please let me know\nCustomer: What if I lose you\nHuman Agent: The chat will only timeout if its been logner then 5 minutes you wotn lsoe the chat as long as you checking when it gives the warning.\nCustomer: Let me see\nHuman Agent: Okay\nCustomer: No where to enable \nHuman Agent: Are you wanting to enable cameras, or are you trying to change the subsciption from 8 devices to 5? \nCustomer: I can do either way. I don’t want to pay for 8 and only subscribe for 5.\nHuman Agent: If you do not want to have 8 cameras subscibed then you would want to change the plan, as if its not changed now next year when the plan renews it will still be for 8 devices as it is now.\nCustomer: I have 5 subscribed on my end. I see no where to enable just to subscribe and I don’t want charged again\nHuman Agent: If the change plan option was not in the cloud section there is another place you can check. You can check in the apple subscription section, you would go to your apple subscriptions then tap on the subscription, here look and see if there is a change plan option or not. \nCustomer: Can I just cancel and get refunded for my three cameras I paid for that isn’t subscribed \nHuman Agent: You can cancel at any time, Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date. After canceling the time will be available for you to use/utilize. \nCustomer: Well I changed it to 5 devices on your end\nHuman Agent: Fantastic, is there anything else I can assist you with today?\nCustomer: D/static_file/767c03d9d8_1_20250116134803.png\nCustomer: This is how it was before it renewed \nCustomer: How do I get my 150 refunded\nHuman Agent: Okay I don't see anything out of the norm in the screenshot.\nHuman Agent: As I states previously the cloud service is non refundable.\nCustomer: Why was I charged for 8 then\nHuman Agent: You had a subscription for 8 devices.\nHuman Agent: If the subscription is set for 8 devices you get charged for that ammount.\nCustomer: So I can’t add the three without getting recharged \nHuman Agent: No, you can use the cloud time you have already paid for, if you want to addign time onto any cameras that is done from the cloud section. You would go to the cloud section, click view details next to the plan then click on the cameras you wish to enable and that will add the time onto the camera.\nHuman Agent: you can add the cloud service onto 8 cameras total.\nCustomer: I need to talk to someone else. \nCustomer: So you are telling me I am being charged for three cameras that I can’t enable without getting charged again\nHuman Agent: No, I never said that\nCustomer: Tell me how to add three cameras back to my cloud service. \nHuman Agent: You can enable 3 more cameras because you only have 5 cameras enabled, the plan you already paid for was for 8 devices.\nHuman Agent: I gave directions above but I will resend those for you again no problem\nHuman Agent: You would go to the cloud section, click view details next to the plan then click on the cameras you wish to enable and that will add the time onto the camera.\nCustomer: I will try\nHuman Agent: Okay\nCustomer: All I see is subscribe\nCustomer: D/static_file/bc5387964a_1_20250116141032.png\nCustomer: My problem isn’t solved"]
["Customer: Cancel my service \nCustomer: Agent \nCustomer: Cancel my service \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I've assisted with cancellation so your subscription will not renew further. You'll still have the full service you've already paid for. \nCustomer: Thank you\nHuman Agent: No problem, is there anything else I can assist you with for now?\nCustomer: No\nHuman Agent: Okay, have a good day!"]
["Customer: I think I am being charged too many times \nHuman Agent: Hi my name is Wendy.  One moment let me check your account.\nHuman Agent: You have active cloud plans on the following cameras:  ZMD18DRIH801140 barn1, ZMD18DRIH801143 barn2,  ZMD17L2IH800156 porch 1,  ZMD18DRIH801368 porch 2,  ZMD14F8DA276806 driveway,  ZMD14F2DA270376 (unbound) ZMD14F2DA270838 (unbound).\n\nWhen the camera/s were removed from the account a message would have popped up asking if you wanted to cancel the cloud plan or not. If you chose no, the cloud plan/s would continue to auto renew on the renewal date.\n\nTo avoid future billing, you must cancel your subscription before the next renewal date. Cloud subscription plans are not eligible for refunds. After cancellation you will continue to enjoy access to the cloud plan until the last day of your current subscription period. After the subscription period ends, you will no longer be billed the recurring subscription fees, and your cloud recordings will be permanently deleted and will no longer be accessible to you.\n\nHuman Agent: Are you wanting cloud plans on ZMD14F2DA270376 (unbound) ZMD14F2DA270838 (unbound) cancelled?  Please let me know and I will cancel them for you.\nHuman Agent: You also have Apple cloud plans on ZMD17L1IH800865 (unbound) , ZMD17L2IH800561 (unbound)\n\n\nHuman Agent: I am unable to cancel the Apple subscription on my end, as you are subscribed via Apple but you can follow this guide on how to cancel your subscription via Apple. https://support.apple.com/en-us/HT202039"]
["Customer: Hi how do i stop getting charge for the premium i pay $8.99 but my camera never work\nCustomer: What's the number to call\nCustomer: Ok\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: Yes\nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option."]
["Customer: Had to replace my Gazebo Camera and replaced it with another Camera for the Gazebo which is connected and working but. Not on the subscription plan. How do I get the Camera on it.\nCustomer: ??? What do you mean Add back to the Account. It's currently working only missing the recording from subscription plan that was on the camera that was removed.\nNeed details instructions as what I need to do.\nCustomer: Contact with Human now!\nHuman Agent: Let me take a look at your account.\nHuman Agent: Okay, it looks like you removed the camera that was subscribed from your account. I can cancel the subscription on the camera you removed and then move the remaining time to the \"Gazebo\" camera.\nCustomer: That's what I need that way next months renewal for another year will have that Camera in the plan.\nCustomer: Just let me know when it's done. Thank you\n\nHuman Agent: The renewal would not include the additional camera. I would cancel the subscription and move the remaining time to that camera. Once the subscription expires on that device, you can start a new subscription on that camera if you want it to continue recording.\nCustomer: ??? Just make sure that the replacement camera get on the subscription plan coming up ive already lost valuable recording that didn't get recorded- you made it almost impossible on the support side by not having phone support and emails to support@zmoto.com bounce back as undeliverable. \nIf you don't want to support then I'll have to switch Security video system to someone who will support.\nHuman Agent: I am moving the subscription time now. Your emails to support are probably bouncing back because the company is Zmodo and the support email is support@zmodo.com.\nCustomer: Thus you read the message sent minutes ago??\nHuman Agent: I have moved the subscription time to the \"Gazebo\" camera. When the subscription expires, it will not automatically renew. If you want the camera to continue recording, then you can start a new subscription on the camera at that time."]
["Customer: What number can I call?\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: I  think I just Unsubscribed all my cameras when deleting old and hooking up new ?\nHuman Agent: Deleting the cameras from your account and connecting the cameras does not cancel the subscription. If you setup new cameras, you would need to edit the subscription to enable the subscription on those cameras. You can tap on the Cloud tab at the bottom and scroll down to the active subscription. Tap on View Details and then tap on Edit. Then you can enable the cameras you want subscribed.\nCustomer: ok thank you  I found the info needed thank oyu\nHuman Agent: You're welcome."]
["Customer: I would like to cancel my subscription.\nCustomer: Agent\nHuman Agent: Let me take a look at your account.\nHuman Agent: Thank you for your patience. I found a monthly Premium Plan for one device still active on the account. It tried to renew, but failed. I have canceled the subscription so it will not try to renew again.\nCustomer: Thank you.\nHuman Agent: You're welcome."]
["Customer: Hello I sold my home along with the cameras      The new owner wishes to use the service. What does he need to do to subscribe \nCustomer: CN you check to see if my service has been canceled \nCustomer: How do o get ahold of an agent \nCustomer: agent \nHuman Agent: You would need to remove the devices from your account before anyone else would be able to set them up on a new account. The subscriptions on your account have not been canceled.\nCustomer: Can you cancel I have not had any luck \nHuman Agent: You have two subscriptions. The first subscription I can cancel. The second subscription I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: Yes \nHuman Agent: Open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option.\nCustomer: WOW You’re awesome \nHuman Agent: I have also canceled the subscription that I was able to cancel through our system. Do you have any other questions?"]
["Customer: i need to cancel my subscription \nCustomer: agent\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: yes\nHuman Agent: Open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option.\nCustomer: pretty easy !! i’ve been trying to do that for 3 days!! thank you!!\nHuman Agent: You're welcome."]
["Customer: I am trying to get back to a video from December that has got deleted\nHuman Agent: Hi my name is Wendy.  One moment, I will check how you are subscribed.\nHuman Agent: You have 7-day monthly plans on cameras ZMD17AFI8207591 living room, ZMD17AFI8209332 smart device. This allows you to playback footage from the past 7-days.   Any footage more than 7-days ago would now be deleted unless you saved the clips to your phone's photos"]
["Customer: Hi, I am trying to cancel my subscription because all 4 of my camaras are no longer workingm\nCustomer: I want to cancel\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I dont's have it, it's at home and installed at the roof\nHuman Agent: What is the email address or phone number for your account?\nCustomer: I just want my account closed, none of the 4 camaras are working\nCustomer: angelaoch8@gmail.com\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: yes\nHuman Agent: Open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option.\nCustomer: on my phone or desktop\nHuman Agent: On your phone. You said you have an iOS device that is signed in to your Apple account, correct?\nCustomer: yes\nCustomer: I open the app and go to my devices settings?\nHuman Agent: No, your phone settings.\nCustomer: ok\nCustomer: Ok got it.  Thank you\nCustomer: Ok got it.  Thank you\nHuman Agent: You're welcome."]
["Customer: no vault storage space\nCustomer: error message said no vault storage space \nCustomer: my device storage space is plenty\nCustomer: says full access\nCustomer: -1\nCustomer: photo permissions says full access\nCustomer: live help\nCustomer: 1\nCustomer: live help\nCustomer: live help\nCustomer: live help\nCustomer: yes\nCustomer: live help \nCustomer: live help\nCustomer: 1\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Can you send me a picture of the message you get?\n\nCustomer: D/static_file/5da383a247_1_20241030160131.png\nCustomer: yet i have service til jan 2025\nCustomer: D/static_file/f4dc6da7e1_1_20241030160152.png\nHuman Agent: Yes but that is for Zmodo which is different from smartz, do you still have the Zmodo app installed. You can also tap on save to camera roll to store it on your phone's storage\nCustomer: wats the difference between apps\nHuman Agent: The different cloud plans and the home pages but they both have similar functionalities. \nCustomer: it didn’t give me the option on where to save it\nCustomer: oh i see that at the bottom\nCustomer: so i can’t use smartz? isn’t it all the same \nHuman Agent: You can but just keep in mind they are 2 different apps and you are subscribed via zmodo \nCustomer: so it doesn’t allow me the same functions on smartz?\nHuman Agent: Which function? \nCustomer: well for instance the one i’m on here talking to u about\nHuman Agent: For the vault you would need to subscribe via the smartz app \nCustomer: is there no vault equivalent on my account on zmodo\nHuman Agent: Correct\nCustomer: i see. so vault means saving it in your system and not on my phones photo album thing?\nHuman Agent: Correct \nCustomer: but with zmodo i can scroll back 30 days and save to my phone right\nHuman Agent: The zmodo plan is 7 days \n\nCustomer: and smartz allows that too. or the option to save it in your system\nHuman Agent: Yes you can see the cloud plans smartz has under the cloud section. Just keep in mind if you do want to change over you would need to cancel the Zmodo one\nCustomer: ok thanks for yer help.\nHuman Agent: You're welcome, is there anything else we can help with today? \n\nCustomer: what plan on smartz do i have now\nHuman Agent: None unless you subscribe \nCustomer: it appears i have the functions of security plus\nCustomer: since i can go back 30 days and save to my phone\nHuman Agent: Unless you started a free trial. I do not see a subscription. \nCustomer: without a subscription i can go back 30 days and save to my phone?\nHuman Agent: Under the descriptions does it say no subscription\nHuman Agent: No only 7 days with your Zmodo subscription \nCustomer: ok i understand.  thanks again. that’s all\nHuman Agent: Okay I hope you have a great day!\nCustomer: u too"]
["Customer: Troubleshooting\nCustomer: are you a bot?\nCustomer: I need phone number for support help\nCustomer: agent\nHuman Agent: How can I assist you today?\nCustomer: I replaced a camera with a new one and your system wants me to pay an extra annual fee for the cloud service.  I am just replacing the old one not adding an additional item.  Please advise\nCustomer: I have not deleted the old device which is no longer connected is that part of problem?\nHuman Agent: The subscription does not automatically change between devices, it would need to be moved to the new device. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I can give it to you from the app otherwise I must get ladder out to get.  Device ID i ZMD17HH17800144\nHuman Agent: Is that the Device ID for the old camera or the new camera?\nCustomer: Wrong Number disregard Device ID is ZMD1912IH405082\nHuman Agent: Is that the Device ID for the old camera or the new camera?\nCustomer: The 1912 number is the new camera and the 17HH  is Device for old camera\nHuman Agent: Okay, so it looks like you tried to subscribe the camera to a different subscription plan in your Smartz Eaze app. If you want to enable that camera on the other plan, then you will want to cancel the new subscription in your Apple account. Then I can clear the subscription from that camera (I may need to send an email and receive confirmation through email for that because you are contacting from a Guest account) and then you can go to the Zmodo app to edit the enabled devices on your subscription.\nCustomer: I'm not sure how to cancel  from apple account.  Can you walk me through that? \nHuman Agent: Open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option.\nCustomer: What settings app the one on my main ZMODO app?  If so it does not have a place to put my name\nHuman Agent: No, the Settings app on your iOS device.\nHuman Agent: Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: yes\nHuman Agent: Then you will go to the Settings app on your iOS device.\nCustomer: OK I think I cancelled it as the free trial\nCustomer: It says  its expiring March 2\nHuman Agent: Alright, now in your Zmodo app you will go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “Enable” at the bottom.\nCustomer: It won't allow an edit option.  It shows as cancelled then when I select View Detail it just has a box stating \"No Subscriptions\"\nHuman Agent: Which subscription are you tapping on View Details for?\nCustomer: the one that says \"Platinm (for 1 device)\nHuman Agent: Okay, that is not the subscription that you want the camera enabled on. You want the subscription for 4 devices that the other cameras are subscribed on, correct?\nCustomer: OK so it appears I canceleed the platinum device and under the 4 device subscription I select Edit .  So at this point it is not selected so do I jus select it here?\nHuman Agent: You would edit the enabled devices so that the camera you do not want subscribed is not enabled and the camera that you do want subscribed is enabled.\nCustomer: Does work..when I  go to Icloud on app I select the Premium plan and select Edit then it shows the prior 4 cameras as subscribed but the new one is unchecked and shows it was expired on 2/18/25\nHuman Agent: Right, so you would unselect the camera you do not want subscribed, select the camera you do want subscribed, and then tap on Enable.\nCustomer: Yes We got it \nCustomer: THank you but don't leave I have another problem\nHuman Agent: Alright, what else can I assist you with?\nCustomer: Ever since I replace this camera I have one of the other cameras is not working. It shows up as poor connection try again later.  I unplugged it last night to see if that would reset it but did not.  I am sure this happened during the change out of the new one at a different location.  \nHuman Agent: Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Yes I will go outside to do this. Note last night it kept flashing green light then solid red. I'll go unplug and replug and be back with you in a coupleminuets\nCustomer: Ok I unplugged for 10-15 seconds and replugged but do not see any lights at all\nHuman Agent: There will be a green or blue light in the camera lens when it is powered on. It may be hard to see the light depending on how you have it mounted. Are you able to try covering the camera lens or bring the camera inside so you can better see the light in the camera?\nCustomer: No its too high to do that I will go get a ladder and get to it please give me about 5 minutes\nCustomer: OK its a flashing Green light\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: OK it works thank you sooooo much for your time this was a big deal for me...I apreciate you\nHuman Agent: You're welcome."]
["Customer: I've cancelled my clips and upgraded to continuous recording and my camera's are still just recording clips and I've been charged for continuous \nCustomer: I upgraded my subscription \nCustomer: It tells me I have continuous recording but when I go to my notifications on app it's only showing clips not continuous recording \nCustomer: I need you to fix my problem not tell me I need more detailed information I've told you I've asked for continuous subscription I've canceled my clips description I will continuous I've already paid the 1999 and now I want my 1999 worth fix it\nCustomer: -1\nCustomer: I'm paying $19.99 for continuous recording in your cloud and I'm only getting clips recorded \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. One moment while I review your account. \n\nCustomer: I've cancelled my clips subscription and I started continuous recording I've paid for this already but it's not working right still just clips \nHuman Agent: Lets makes sure the cameras are enabled for continuous.  Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\n\nCustomer: It won't let me enable nothing that's why I'm reaching out to you for help \nHuman Agent: Are you able to change the account password to abcd1234 so we can try from our end.\nCustomer: There's no check marks for either camera although it says there both active no edit button on anything \nCustomer: How do I change it\nHuman Agent: To reset your password, please follow these steps:\n\nTap \"\"Me\"\" located in the lower right corner of the screen.\nSelect \"\"System Settings\"\".\nChoose \"\"Reset Password\"\".\nCustomer: Ok it's now abcd1234\nHuman Agent: Thank you\nHuman Agent: I do not see an active subscription on the account. To check the status of your subscription managed by Google, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to see its status.\nHuman Agent: Can you send me a picture of the subscription page\nCustomer: Give me a minute \nHuman Agent: Okay\nCustomer: D/static_file/b15c60b3a1_1_20240927125655.png\nCustomer: This is all I can get from my Google account saying it's paid \nCustomer: When I go to the cloud it still tells me that I'm subscribed to clips and my continuous subscription ended in July but I've been paying for it every month \nCustomer: D/static_file/7fce0b9eb1_1_20240927130052.png\nHuman Agent: Okay can you cancel the subscription via the google menu then resubscribe via app to have google resend the subscription information. It shouldnt charge if you subscribe for the same plan. \nCustomer: It's already cancelled in my Google for the clips\nHuman Agent: You also need to cancel the continous one. Make sure there is no active Smartz subscription. \nCustomer: If I cancel my continuous subscription then resubscribe it's going to charge me again and I don't have another $20\nCustomer: To throw away \nHuman Agent: It will not as long as you subscribe to the same plan \nCustomer: That's how I had to resubscribe for it cause my cloud on your app kept saying the id was empty \nHuman Agent: Resubscribe  how? \nCustomer: I had to do it through my Google it wouldn't let me do it on the app\nHuman Agent: it was giving you the ID is empty message? \nCustomer: The app still says I'm subscribed to the clips I'll cancel the clips for the last 3 months I'm paying for both I don't want to pay for both I only want to pay for one but continuous that's why I'm reaching out to you to have you fix it\nHuman Agent: Okay that is part of the reason the app does not recognize the subscription. If you do it directly via google and not app it sometimes does not send the cloud subscription information. \nCustomer: The app's not even recognizing that I canceled the clips\nHuman Agent: Please make sure you are not maybe subscribed under a different google account. \nCustomer: I've had this same account for the last 2 years when I got the cameras it canceled the continuous on its own back in July 2024 since then I've been trying to get to continuous to work I've been paying for continuous every month I've been paying for clips every month it will not let me cancel clips it will not let me subscribe to continue that is why I'm reaching out to you for help\nHuman Agent: It cancelled due to a failed payment. Do you receive the receipt for the clips plan charges that should show the email being used. \nCustomer: I'm not sure I never check my email I'm not a computer person I'm not that smart lol\nHuman Agent: We cannot make any change to your subscription no see what is active because all the billing is via google, which we do not have access to. Are you able to find that receipt? \nHuman Agent: nor*\nCustomer: I'll probably just cancel everything and get different cameras and different company to go through this is aggravating to me people is coming in and stealing my stuff and I can't pull it up cause these cameras aren't working correctly \nHuman Agent: That is up to you. I do recommend still finding the receipt for the clips plan as you will need it to cancel the clips plan \nCustomer: I should just be able to push cancel subscription and cancel it but it's not canceling it that's why I'm reaching out to you you said to change the password you can fix it fix it\nCustomer: If you can't fix it just refund my money I'll get rid of the cameras\nCustomer: I use that junk for target practice with my pistol\nHuman Agent: And you can do that, but you need to be on the google account that has the subscription. As I mentioned we do not have access to google's billing system so I cannot refund nor make changes to the subscription. On your Smartz account which is what you change the password to, it does not show any valid subscription information. \nHuman Agent: They are your cameras so you can use them in whatever manner you want\nCustomer: I don't know what to do I'm wasting my hard earned money on these cameras and can't get anything working \nHuman Agent: I provided the first step in trying to work out what is going on. I cannot force you to do it. \nCustomer: I don't have anything in my email for the camera's they are paid through my cash app \nCustomer: I just checked and searched for all smartz emails nothing \nHuman Agent: When was the last time the clips plan renewed \nCustomer: On the third of every month \nHuman Agent: Okay, can you send me a picture of all the subscriptions active under the google menu \nCustomer: D/static_file/2945eb8413_1_20240927133810.png\nCustomer: D/static_file/0ceee67087_1_20240927133813.png\nHuman Agent: Okay can you try from the google website https://play.google.com/store/account/subscriptions you might need to sign in with your google account. \nCustomer: What am I looking for in it\nHuman Agent: A smartz subscription for clips\nCustomer: That takes me to the same thing I sent you pictures of \nHuman Agent: Do you have any other google accounts? \nCustomer: No I don't \nHuman Agent: Did you delete the account at some point? \nCustomer: No I have not\nCustomer: I've been having this problem with the cameras since I went from four cameras to two\nHuman Agent: Removing cameras would not change the subscription \nCustomer: That's when the trouble started it stopped continuous recording \nHuman Agent: Do you see the budget a history option in the google menu via the google play app.  I want to see if there is a transaction ID for the continous plan, If you can see it can you send me a picture\nCustomer: I'm trying to send the pictures request \nHuman Agent: Okay, thank you. \nCustomer: I can't send it to you now\nCustomer: It won't let me send a picture now since it switched to somebody else\nHuman Agent: The chat should still allow pictures to be sent, but I could also have you send it via email or text message if you'd like. If you have one of those you would prefer, let me know and I can provide the email or phone number. \nCustomer: I'm trying to send the screenshots of my history from Google where I've been paying for both my clips and my continuous however I don't have my continuous recordings I want to cancel the clips I've been trying to do so for 6 months that started on its own and I've been trying to get my continuous recording back I'm tired of paying $20 a month for continuous and $7 a month for clips and still not being able to get my continuous recording people breaking in my yard trying to steal my stuff and I can't prove who it is cuz the clips only record for 2 seconds\nHuman Agent: The clips plan records the same motion as the continuous plan. The difference is that the continuous plan also records a screenshot every 10 seconds when there is no motion. Both plans would record all detected motion as video. In order to look into this further though, we would need the transaction ID from your current continuous plan as it does not show on our end, but with the ID we can look it up directly in Google's system. To get that, you can check the area noted previously by going to the google play app, tapping your icon in the top right, going to payments and subscriptions, then budget and history, tapping the charge, then hitting view. As for screenshots, if you are unable to send them here, let me know if you would prefer to email or text them to me and I can provide the the email or phone number to send them to. \nCustomer: That's what I've got the screenshot of but I'm trying to send you but it won't let me send it all I want is my cameras fixed where I have continuous recording can't somebody help me do that the other girl told me change the password so I did so she can go in and do it and she still ain't done it\nCustomer: And for some odd reason now I don't even have eclipse I had them right before I change the password but she was able to cancel it where I don't have clips however it still tells me on my end I have clips but it won't let me view it won't even let me view the cameras now I don't know what she done\nHuman Agent: Yes, my last two messages I mentioned an alternative way to send and asked whether you'd prefer to send via email or text message and I can then give the email or phone number you can send the images. \nHuman Agent: Which would you prefer?\nCustomer: I guess a phone number I text better than I email\nCustomer: Can you also tell me why I can't view my cameras now\nHuman Agent: Okay, please send the picture to (508) 506-1880. \nHuman Agent: You should be able to view the live view still. The cameras cannot have both clip and continuous plans at once so in order to try to move to the other, the clip plan has to be unassigned. So currently that has been unassigned while trying to resolve this issue. \nCustomer: Okay and it's already charged me for continuous today $21.44 and I still don't have no view of my camera I can't see nothing it's not recording nothing that's what I'm trying to get fixed I don't care about the bill I just want my video camera fixed where I can see who's still in my stuff\nCustomer: I could care less about the money\nHuman Agent: We do not see that charge on our end so we are requesting the transaction ID so that we may look it up via Google's payment system. That is what we have requested be sent via text message. \nHuman Agent: Hello? Are you still there? Can you send the screenshot discussed to the phone number that was provided?"]
["Customer: Hi, I’m playing for this subscription and it lend me see the record video\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Sorry, I'm not sure what you meant. Was there an issue you were having?"]
["Customer: Agent\nCustomer: Hi\nHuman Agent: How can I assist you?\nCustomer: I paid for the cloud storage system but we had to disconnect the cameras and reinstall them and the storage no longer recognized me\nCustomer: This time the cameras were installed by my husband and he is sharing with me\nHuman Agent: Okay, so the cameras are being shared with you and you just cannot see the Playback from the cameras?\nCustomer: Yes \nHuman Agent: Then your husband will want to check the Sharing Management for the cameras and check the permissions that are set.\nCustomer: I see the paid in my account\nCustomer: Yes \nCustomer: My husband can't see them  either\nHuman Agent: Okay, so your husband is not logged in to the account that the cameras are bound to? \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/232e12163d_1_20250120172106.jpeg\nHuman Agent: That is just the subscription information through your Apple account. That does not tell us what account the cameras are setup on. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ?\nHuman Agent: Are you receiving my messages?\nCustomer: Yes\nHuman Agent: Alright, then could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Ok \nCustomer: D/static_file/4c0c45c8c9_1_20250120172630.jpg\nHuman Agent: That camera is setup on a @gmail.com email address, and the first two characters are \"da\".\nCustomer: Yes si my husband \nHuman Agent: You will want to double check that he is logged in to that account and not a different account. Can he tap on the Me tab at the bottom right corner of the app?\nCustomer: In his phone?\nHuman Agent: Yes, the app that he is using on his phone.\nCustomer: Yes \nCustomer: D/static_file/2da505b545_1_20250120173115.jpg\nHuman Agent: Okay, so if you tap on the Home tab, what do you see? Do you see that camera on the list of devices?\nCustomer: Yes\nCustomer: We have 4 cameras \nHuman Agent: Okay, so you can see it on his app. That is good. You can tap on Live for that camera and then tap on the Gear icon in the top right corner to get to the Device Settings. Then tap on Sharing Management.\nCustomer: 1 of them are New and is in free trial \nHuman Agent: There is not a camera that is on a Free Trial on that account. The camera that is setup on keybel.darcia@hotmail.com is on a free trial.\nCustomer: Yes the camera is share on me\nCustomer: D/static_file/1e52a5e1b0_1_20250120173629.jpg\nHuman Agent: You can edit the Sharing to check the permissions that are set.\nCustomer: Yes \nCustomer: I have all the permissions\nCustomer: D/static_file/0801f59d3e_1_20250120173755.jpg\nHuman Agent: Okay, and what do you see in your app?\nCustomer: I see all but when i try ti see the morning or yesterday i cant \nHuman Agent: Well lets take a look at it now. Can you tap on Playback for that camera?\nCustomer: I see the all cámaras but only in live \nHuman Agent: Okay, can you tap on Playback for that camera that you gave me the Device ID for?\nCustomer: Yes\nHuman Agent: Okay, what do you see when you tap on Playback?\nCustomer: Also we have a issue with the date and hour \nCustomer: I see video but is 2022 \nHuman Agent: Then the time on the NVR that the cameras connect to is incorrect. Could I have the Device ID for the NVR?\nCustomer: I cant see last night\nCustomer: But 1 of them have the right date \nHuman Agent: If the date showing is 2022, then that means that the NVR that you have the cameras connected to has the wrong date. The time and date on the cameras is controlled by the NVR.\nCustomer: Ok i can try to configúrate later \nCustomer: What I need the most is storage \nHuman Agent: The video would be recorded to the time and date that the camera has set. So if the time is set incorrectly from the NVR, then it would be recording to the wrong time and not be accessible. That is why I am asking about the NVR system.\nHuman Agent: I want to let you know that the Live Chat support will close in 10 minutes. If we run out of time, then I will send you an invitation to schedule a callback appointment.\nCustomer: Ok \nCustomer: I'm looking for a cable to connect the nvr to the screen\nHuman Agent: Alright, when you connect it, you can click on the Main Menu button at the bottom left corner. Then General Settings and then Date & Language.\nCustomer: Ok\nCustomer: Si you say if i fix the date the storage will be right \nHuman Agent: It will change all future recordings after the time is changed. It may not change anything that was already recorded.\nCustomer: Okay, what I want is that I can see future recordings.\nHuman Agent: The Live Chat support will be closing for the evening. You can tap on Schedule Call to make a callback appointment. \nHuman Agent: The Live Chat support will be closing for the evening. You can tap on Schedule Call to make a callback appointment. \nCustomer: Ok but thanks"]
["Customer: I canceled cloud on cameras but it keeps showing up. Please cancel on all cameras.\nCustomer: Agent \nCustomer: Customer Care Agent\nCustomer: Yes\nCustomer: Hello \nHuman Agent: Let met take a look at your account.\nHuman Agent: Thank you for your patience while I took a look at your account. I see one active subscription on your account. There is a Monthly Premium Plan for one device on your account. I have canceled the subscription and it will not renew again."]
["Customer: Solo una cámara tengo funcionando desde hace meses por favor 🙏 cobren solo por la cámara de atrás \nCustomer: Por eso le estoy escribiendo para que cobren solo por la de atrás si no boy a cancelar la suscripción \nCustomer: Agente\nHuman Agent: Hola, mi nombre es kylie y estoy en atención al cliente. Déjame buscar tu cuenta para ver qué suscripciones tienes en este momento.\nCustomer: OK esta bien 👍 \nHuman Agent: Parece que tiene un plan de suscripción 2 y está pasando por Google para el procesador. No puedo cambiar el plan por mi parte debido a que pasa por Google, pero usted puede ajustar esto. Puede ir a la aplicación, ir al área de la nube, desplazarse hacia abajo y al lado del sub buscar una opción de cambio de plan, si no la ve, haga clic en ver detalles o editar y luego busque esta opción. Si aún no ve eso, hágamelo saber y puedo pedirle que revise otra área.\nCustomer: Ya hice eso hace unas semanas y siempre me cobraron justamente hoy $9.99 por las 2\nCustomer: D/static_file/24d78d7bf7_1_20250128161256.jpg\nHuman Agent: \nEl plan parece haber sido cambiado exitosamente en la captura de pantalla que enviaste, ahora que se cambió la próxima vez que se renueve, se renovará solo por uno en lugar de dos.\nHuman Agent: Si tiene problemas con el cambio, puede consultar el área de suscripciones de su cuenta de Google para asegurarse de que también muestre solo un dispositivo allí.\nCustomer: Si pero hoy me sacaron el dinero de 2 cuando yo ya había hecho el cambio \nCustomer: D/static_file/89d02ac292_1_20250128161551.jpg\nHuman Agent: \nPara llegar allí, debe abrir Play Store, hacer clic en su perfil de Google en la parte superior derecha, hacer clic en suscripciones y luego tocar el sub; se mostrará el plan actual y cuándo se renovará allí.\nHuman Agent: Se tomó el dinero para dos porque todavía tenías la suscripción para 2 cámaras, simplemente la cambiaste ahora a una, por lo que solo se renovará en el futuro para una."]
["Customer: I need to delete a box that shows one device on it that they're going to charge me $9.99 for I only have the two that are combined together cameras that is\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I'm not quite sure what you mean, could you elaborate? It looks like you have subscriptions on the two devices on your account and no others are currently subscribed."]
["Customer: How do I get todays full video starting at 12 am \nCustomer: How can I get access to the video before I subscribed \nCustomer: Ok I just need the last 24 hours \nHuman Agent: Hello, you've reached customer care, my name is Kylie. \nCustomer: It recorded clips at 0630 \nCustomer: Hello Kylie I’m trying to see if I can get the last hours of my camera recording \nHuman Agent: Caemras without a cloud susbciption when motion occurs will create a 10 second clip, have a cooldown of 3 minutes then if there is still motion or there is new motion it will repeat that. These 10 second clips the camera makes are overwritten after 12 hours. The 12 hours starts from the time the clip was created, it does this to make room for more video.\nCustomer: Ok how do I make a 10 second clip longer \nCustomer: I’m subscribed \nHuman Agent: You can view any of those clips created within the last 12 hours from when was not subscribed from the alerts section but you would not see anything longer then the 10 second clips the camera took or anything from before 12 hours from when you started the subscription. \nCustomer: So there is no way of retrieving the full video in the last 12 hours \nCustomer: I would like to see who went into my vehicle it just shows a clip \nHuman Agent: No, the camera when it was not subscribed did not take video like how it does with the subsciption, it only takes 10 second clips withoutt a sub.\nCustomer: Well that’s not helpfull but thank you \nHuman Agent: When a subsciption is started, it begins right when its subscribed, it in no way \"unlocks\" or \"uncovers\" the video as thats not possible to do with something that is not there. \nHuman Agent: Now that the camera is subscribed if anything occurs in the future thanks to the cloud service it will take a continuous video when there is motion and when there is no motion the camera will take a picture every 10 seconds. \nCustomer: It does initially show the movement but I need more than 10 seconds it would of been great if you recorded the full minute but it only does 10 seconds \nHuman Agent: Motion will appear in the playback as yellow or red, no motion (the pictures every 10 seconds) will appear blue on the playback timeline.\nCustomer: Thanks for the help \nHuman Agent: It is unfortunate the camera was not subscibed before the incident for you otherwise there would be longer footage thanks to it recording all motion continuously \nHuman Agent: Is there anything else I can assist you with today or did you have any more questions I can answer for you about the app or cloud service?"]
["Customer: How many cameras do I have on a paid subscription \nHuman Agent: Hi my name is Wendy.  One moment I will check your account.\nHuman Agent: You have (2) 7-day monthly cloud plans on cameras ZMD16G7I7202912 front door , ZMD16HPI7201718 street.  They will next renew around Feb 8 2025 unless cancelled before the renewal date.\nHuman Agent: Looks like you also have a couple cameras on free trials -ZMD19G1IHC22522 front door & ZMD19G1IHC22906 back side"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Was able to connect the garage camera to cloud but not the front door \nCustomer: -1\nCustomer: Cloud connection \nCustomer: Help\nCustomer: Tech support \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera you are trying to setup or one that was used in the past? can you send me the cameras Model and ID number as well I will lookup info on it. the ID will start with ZMD or GSG on the sticker\n\nCustomer: It is a brand new camera at the front porch. ZMD1911H404967\nCustomer: This if is listed on the app not direct from the camera. But I had deleted the bad camara\nHuman Agent: Okay, I will also need the Model number as well to check what setup the camera would use. \nCustomer: Well previously tech support reset after both cameras we’re not connected to iCloud, I went in and enable both but only the garage connected \nHuman Agent: Actually That camera ZMD19I2IH404967 Is on your account currently and is telling me it is online. Its showing on my end that camera s well as the other one are subscribed currently. \nHuman Agent: Try closing the app, re open it then click playback on the camera and let me know if it shows you the playback after that\nCustomer: Ok\nCustomer: You’re the bomb! Thank you\nHuman Agent: Thank you as well, any other questions I can assist you with before we go?"]
["Customer: Subscription issues\nCustomer: I had to replace the old cameras because they kept malfunctioning. How can I transfer the current subscription to the new cameras?\nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “Enable” at the bottom."]
["Customer: Please cancel my subscription and confirm the cancellation . Thank you. \nCustomer: Agent \nCustomer: Please cancel my subscription and confirm that it has been canceled. Thank you!\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: I believe so\nHuman Agent: Open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option.\nCustomer: Ok"]
["Customer: My subscription is not working \nCustomer: My subscription is suppose to work for a year and has not ever worked \nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.  One moment I will check your account\nCustomer: Hi\nHuman Agent: You have an active cloud plan currently on camera ZMD18EEIH800887\nHuman Agent: It seems to be recording properly\nCustomer: Yes but it’s not allowing me to rewind asking for me to subscribe \nHuman Agent: The plan shows cancelled but it will continue to work until it expires on Aug 3 2025.\nHuman Agent: The plan is on ZMD18EEIH800887.  Are you trying to playback this one?\nZMD18EEIH800929 does not have an active plan.\nCustomer: Yes\nHuman Agent: What date are you trying to playback?\nCustomer: Im trying to see the footage from 4:31 to 4:33\nHuman Agent: From today?\nCustomer: Yes\nHuman Agent: If you tap on the playback button can you scroll to that time?\nCustomer: It doesn’t go it stops at 4:31 than ask me to pay for a subscription again \nHuman Agent: can you please tap on the live button of the camera, then tap on the gear shaped icon in the upper right and let me know the ID on the camera?\nHuman Agent: It will be listed on this screen\nCustomer: Ok\nCustomer: The live is on the wrong camera \nHuman Agent: I don't understand your message\nCustomer: Playback subscription \nHuman Agent: The cloud plan is on ZMD18EEIH800929.\nCustomer: It’s ok \nHuman Agent: are you wanting to enable it on the other camera?\nCustomer: I will go grab a ring\nHuman Agent: ok\nCustomer: Thanks for your time\nHuman Agent: Have a nice day!"]
["Customer: Cancel my subscription please\nCustomer: Agent\nCustomer: Agent\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: Thank you Grant. I do need help. I no longer have a Zmodo system and need to cancel my subscription. The bot at Apple isn’t any help \nHuman Agent: Yes, I understand. I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process.\nHuman Agent: Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: If you are the vendor why can’t you unsubscribe me\nHuman Agent: Because the subscription is managed through your Apple account. Apple processes the payments for in app purchases. I can explain to you how to cancel the subscription, however. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: Yes I have an Apple device\nHuman Agent: Open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option.\nCustomer: The subscription does not show up. That is the problem. I am still getting charged a monthly fee thru my Amex card but neither Amex or Apple is helpful. They both say contact Zmodo\nHuman Agent: Then you have the subscription managed through a different Apple account. What do you see in the Subscriptions section of your Apple account?\nCustomer: I have tried but the account used to subscribe has been cancelled. It looks like I will Be paying the fee for the rest of my life. Thanks anyway. \nHuman Agent: Do you mean that the Apple account used to subscribe has been canceled? If that is the case, then I imagine it would stop charging because it would be unable to get payment information. \nHuman Agent: Or do you mean the Zmodo account? Because your Zmodo account still exists, but you would not cancel it through the Zmodo account, anyway."]
["Customer: Please apply my service to camera Home2\nHuman Agent: Hi my name is Wendy.  One moment I will check your account\nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom."]
["Customer: I want to cancel.\nCustomer: agent\nHuman Agent: Let me take a look at your account.\nCustomer: I want to cancel the account.\nHuman Agent: Thank you for your patience. I see a Yearly Premium Plan for two devices on your account. Would you like the subscription for both devices canceled? Or is there a certain device you want to cancel the subscription on?\nCustomer: Both.\nHuman Agent: Alright, give me a couple of minutes to get that taken care of.\nCustomer: thank you.  I'll wait.\nHuman Agent: I have canceled the subscription for both devices and the subscription will not renew again.\nCustomer: Thank you.\nHuman Agent: You're welcome."]
["Customer: Hi\nCustomer: I switched camera- and I bought the cloud membership in the old one.  Now the new one not recognising the membership \nCustomer: How do I reach out to customer support?\nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: As you could see- the membership is not recognised in the new device \nHuman Agent: Okay, I looked up your account and it looks like you did not remove the subscription from the previous camera before deleting it, I will clear it off that camera so you can try and enable it onto your new camera, just one moment. \nHuman Agent: I cleared the subscriptiuon from that old camera so you should be free to move it onto your new camera now.\nCustomer: Hi\nHuman Agent: Hello, did you see my previous messages above?\nCustomer: Yes and I’m trying to enable the device and giving me error \nHuman Agent: Looks like you are unable tos see the messages I sent, this sometimes happens. I said \"Okay, I looked up your account and it looks like you did not remove the subscription from the previous camera before deleting it, I will clear it off that camera so you can try and enable it onto your new camera, just one moment. \" then I said \"I cleared the subscription from that old camera so you should be free to move it onto your new camera now.\"\nCustomer: My subscription \nEnabled Devices  and I go to edit - it’s giving me error \nHuman Agent: Try and see if you are able to enable the new camera to your plan now\nCustomer: D/static_file/e99e269df8_1_20241104165239.png\nCustomer: Still giving me error \nHuman Agent: Let me try to do the clear again, One moment\nHuman Agent: I did another clear, see if that works for you now\nCustomer: Still same Not sure if I’m doing anything wrong here \nCustomer: Yes\nHuman Agent: Odd, would you be open to doing support over the phone? I can send you the phone call scheduler so we can troubleshoot more in-depth over the phone. \nCustomer: Sure\nHuman Agent: Okay, I will send that now, let me know if you have any trouble, all our scheduling is done for central time just so you know\nCustomer: Let me just quickly log out and log back in\nHuman Agent: Okay\nCustomer: Hi\nCustomer: There’s another issue \nHuman Agent: Hi were you able to schedule a call or do I need to send the call scheduler again for you\nCustomer: Zmodo is not allerting me\nHuman Agent: Okay, when you go to the home page, does it look like the notifications are set to the On position there?\nCustomer: Yes\nCustomer: My device # is ZMD17H4IF906764\nHuman Agent: Okay, lets have you try checking the phones settings for the app. do you have an android or an apple phone?\nCustomer: Apple\nCustomer: Also under “me” systems settings \nCustomer: AI notifications and nothing is highlighted \nHuman Agent: okay, for apple you would go into your phone settings, and look for the Zmodo app, there take a screenshot and send it to me and I will check to make sure none of the permissions that would prevent it from sending notifications is on/off for you. \nCustomer: And it’s telling me no subscription \nHuman Agent: it wont show your subscription details in the Me section because you subscribed through apple, thats why it shows nothing there. \n\nCustomer: D/static_file/4699bac14f_1_20241104172939.png\nHuman Agent: Can you go back to the area where it shows all the optiosn allowed for the Zmodo app and send me another screenshot of there? I want to see all the other permissions allowed/not allowed for the zmodo app too.\nCustomer: D/static_file/3a664122f7_1_20241104173543.png\nHuman Agent: your currently in the notification settigngs. Instead of being there can you go into the basic phone settings then find Zmodo and select it there, there it should then show all permissions for the app in that section \nCustomer: D/static_file/28a701bc87_1_20241104173750.png\nCustomer: D/static_file/47fe84cfec_1_20241104173816.png\nHuman Agent: still not quite the right place.  Did you click Zmodo while in your phones settings?\nCustomer: D/static_file/58032385c2_1_20241104174248.png\nHuman Agent: Okay, this is perfect, let me look over this now\nHuman Agent: everything there sofar looks to be set fine, can you tap into notifications and take another screenshot for me\nCustomer: D/static_file/9430bbe407_1_20241104174759.png\nHuman Agent: It all looks fine there too. Im not sure why it wouldn't be sending you notifications. everything sofar looks good. this seems like another issue we can adress over the phone, you wont have to scedule another callback we can go over that as well in that call if that's alright with you. \nCustomer: Zmodo is telling me - This device not have a Cloud Plan subscription \nCustomer: Sure\nHuman Agent: Okay, With apple subscriptions it can be a bit tricky with how it shows the subscription, it wont show you have a subscription in the Me section but in the cloud sub area it will if one is active typically. \nCustomer: Can I delete the device and re install? To see if it picks up the cloud membership \nHuman Agent: you don't have to reinstall the device if there is an issue with a subscription that wont help unfortunately. \nCustomer: D/static_file/c896017eff_1_20241104175729.png\nHuman Agent: That is More Odd. Okay we will adress that in the call as well. \nCustomer: I’m trying book a call and it’s not submitting \nHuman Agent: make sure there are no dashes in the phone number and only 10 digit phone number, with area code\nCustomer: Ok\nCustomer: D/static_file/bdb6d0eee4_1_20241104181109.png\nHuman Agent: Let me know if you have further trouble \nHuman Agent: with scheduling. \nCustomer: It’s fine\nHuman Agent: Okay, Have a good night.\nCustomer: FYI- my device is not recognising the membership \nCustomer: Saying it’s expired"]
["Customer: It says I need a subscription to download clips, but I already pay $53 a year for clips.\nCustomer: It is included.\nCustomer: Can you help me fix this\nCustomer: -1\nCustomer: I am paying for clips and I can't get them\nCustomer: Customer service\nCustomer: Ok. I am paying $53  a year for clips and it won't let me download them.\nHuman Agent: There could be a few reasons you are having trouble downloading clips. Do you get an error message when you try to download a clip?\nCustomer: No. It says I need to subscribe, but I have.\nCustomer: My account shows that\nHuman Agent: Is that when you tap on Playback at the bottom right of the live video? Or are you tapping on Alerts?\nCustomer: Yes. And then tapping on the scissors.\nHuman Agent: Yes to which? Are you tapping on the Playback button at the bottom right of the live video?\nCustomer: No. I'm going to alerts. Watching the alert, then tapping on the scissors. It then says I have to subscribe to clips to download, but I pay for that.\nCustomer: For 2 years. And I can't download anything \nHuman Agent: The scissors would be for creating a clip if you had continuous footage. You do not use that for the Clips Plan. You would download it by tapping on the download symbol on the right side of the clips where it is listed under Alerts.\nCustomer: I didn't see the download option on the alerts page\nCustomer: Can you show me please?\nHuman Agent: What do you see when you tap on an Alert? Can you send a screenshot?\nCustomer: D/static_file/08f89e0105_1_20241023174856.jpg\nHuman Agent: Right, so tap on the alert now in that list that you want to download. And on the right side of it, there should be a download icon that you can tap on.\nHuman Agent: I want to let you know that the Live Chat support will close in 10 minutes. If we run out of time, I will send you an invitation to schedule a callback.\nCustomer: Thank you so much. It works fine, I just didn't know how to use it. I never cared till some vandalized my car today. Thank you for the help!!\nHuman Agent: You're welcome.\nCustomer: Have a great day, thank you!\nHuman Agent: Thank you. You have a good day, too."]
["Customer: I have paid for my front yard camera for 1 year and I’m still getting a no content notification! \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Your camera has been offline since before you subscribed. A camera must be online to record. What is the current indicator light status on the device? I would need to know color and whether or not it is blinking."]
["Customer: Stop billing my account $4.99 a month I have not had theese in months refund please\nHuman Agent: Hi my name is Wendy.   One moment while I check how you are subscribed.\nCustomer: It says I don't have one\nHuman Agent: I don't see any cameras or cloud plans connected to this account\nCustomer: exactley!\nHuman Agent: What is the device ID on the camera that has the cloud plan?\nCustomer: so stop billing me\nHuman Agent: What is the device ID on the camera that has the cloud plan?  The device ID will be listed on a sticker on the camera and will start with ZMD or GSG.\nCustomer: idk\nHuman Agent: Could you provide a screenshot of the $4.99 charge?\nCustomer: I'm on a pc\nHuman Agent: If it was a Zmodo cloud plan subscription you should receive cloud subscription receipts to your email.  Could you check your emails for the cloud receipt?\nHuman Agent: It may list the device ID on the receipt\nCustomer: GOOGLE *ZMODO CLOU 11-04 855-836-3987 CA 6494 DEBIT CARD RECURRING PYMT\n11/05/2024\n-$4.99\nHuman Agent: If it is a Google cloud plan subscription you will need to cancel it through your Google play account.\n\nFollow the info in this link to cancel it:  https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid\n\nCustomer: whatever\nHuman Agent: ok"]
["Customer: Hello\n\nCustomer: How can I upgrade my cloud service?\nCustomer: It is not working.\nCustomer: \"UPGRADE\" does not do anything.  How do I upgrade service?\nCustomer: Can I speak with someone?\nCustomer: Upgrade cloud service does not work.\nCustomer: Agent\nCustomer: I can not upgrade my cloud service - help\nCustomer: Agent\nCustomer: Please\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you explain how you are trying to go about changing your service within the app for me?\nCustomer: Yes\nCustomer: I look at the service and upper right tab says \"upgrade\" but it does nothing.\nCustomer: Can I speak with someone?\nHuman Agent: We do have support over the phone, I can send you the call sceduler so you may scedule a call."]
["Customer: Hi, I want to cancel my icloud service for one of my cameras and it's not letting me.\nCustomer: agent\nHuman Agent: Let me take a look at your account.\nHuman Agent: Thank you for your patience. There is a Yearly Premium Plan for one device on the \"Front gate\" camera on your account. I have canceled the subscription and it will not renew again.\nCustomer: Good deal. Thanks!\nHuman Agent: You're welcome."]
["Customer: I was wondering if I could get someone to help me with combining all my cameras under one account\nCustomer: I'm trying to group all of my new cameras with my old cameras.My free trial ends tomorrow and I'm trying to have them under one subscription. How do i add them to the previous  subscription? Can you help me?\nCustomer: All the cameras have been added. And it's asking me for a subscription with my new cameras.  do I add another subscription or what?\nCustomer: My current subscription has 2 cameras, but one of the cameras is not working. How do I combine all of my cameras to one account?\nCustomer: Yes, I would like to contact support.Can you help me\nCustomer: Hi, I'm trying to add my new cameras.To the previous subscription that I have , can you help me\nHuman Agent: It looks like you have a Yearly Premium Plan for two devices on your account. If you want to move the subscription time from the two cameras to another two cameras, that can be done. We would need to cancel the subscription and then we can move the remaining subscription time to another camera. \nHuman Agent: The new camera would record until the subscription expires, at which point you can start a new subscription if you want the camera to continue recording.\nCustomer: OK, that sounds good the 2 cameras that I previously have one of the cameras isn't working.So i'm going to need to remove that one and then i'm going to add  five cameras to the one camera for a total of 6 cameras under one subscription\nHuman Agent: That is not how it would work. I can cancel the subscription on one camera and move the remaining subscription time to another camera. As for the other cameras, you would need to start a separate subscription for those devices.\nCustomer: Okay.Let's remove one of the cameras on the current subscription.So are you saying that each camera has to have a separate subscription for a total of six subscriptions\nHuman Agent: The subscriptions are per device.\nCustomer: So how much are we talking for all six cameras\nHuman Agent: Your current subscription is the Premium Plan. The Premium Plan is $4.99 per month or $49.99 per year. You can see those prices in the Cloud tab of your app.\nCustomer: The current subscription it's for 2 cameras. 49.99, so would that be times 3 for total 6 cameras?\nHuman Agent: No, the cameras currently subscribed are on a multi-device discount that is no longer available. So any new subscriptions would be at the regular price.\nCustomer: Oh wow really? So are you saying. 49.99 a year for each camera for a total of $300 year\nHuman Agent: The Premium Plan is $4.99 per month or $49.99 per year. So any new yearly subscriptions would be $49.99 per device.\nCustomer: So about 300 a year correct?\nHuman Agent: If you subscribed all of the cameras to the Yearly Premium Plan, then yes. But as I said, it would depend on the subscription and the number of devices.\nCustomer: Okay.\n Well, looks like I don't have a choice so are  we going to remove one of the old cameras and add the other ones for the yearly that you just explained?\nCustomer: I have all the device numbers if you need them\nHuman Agent: I can cancel the subscription on one device and move the remaining subscription time to another device. I would just need the Device ID from those two cameras. I do not need the Device IDs for any other cameras. You would need to then subscribe the other cameras if you want them subscribed.\nCustomer: Zmd32kj44213197\nCustomer: New zmd19h318d47340\nCustomer: Hello\nHuman Agent: Alright, I have canceled the subscription and moved the remaining subscription time to the new camera.\nCustomer: Okay.\nOne other question, can I do the remaining 4 cameras monthly until February?When the other camera subscription is due and then do yearly on those four at that time\nHuman Agent: Yes, you can start a monthly plan on the cameras if you want and cancel it at any time.\nCustomer: Are you able to help me with the subscriptions on the 4 remaining cameras?Or do I have to do that on my own\nHuman Agent: You can go to the Cloud tab and start a subscription through your mobile app or through the web app at user.zmodo.com\nHuman Agent: I cannot start the subscription for you.\nCustomer: OK, sounds good.Well, thank you for your time and your help it's been a pleasure.Have a good day\nHuman Agent: You're welcome. You have a good day, too."]
["Customer: I am attempting to unsubscribe from an account that expired in August but I am still being charged for it.\nCustomer: I am contacting you.  That is what customer support directed me to do.  I want to talk to a real person\nCustomer: I attempted to follow the instructions several times to cancel my subscriptions but the instructions were inaccurate and I can't cancel the subscription\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see how you subscribed, one moment. \nHuman Agent: I was able to find the subscription, there was only one still active and I was able to successfully cancel it for you, it was on the camera named Camera 1. It will now no longer renew, the last date of service is 2025-01-12 \nCustomer: Okay. Thank you, very much\nHuman Agent: Thank you as well, have a great day. \nCustomer: Just a bit of feeback.  There is no way for a customer to easily cancel a subscription.  The instructions just take you around in a circle.\nCustomer: The following instructions do not work:You can unsubscribe by going to the web app (user.zmodo.com). Once you are logged in, click on the \"Cloud\" option on the top right, and then tap on “Details” next to the device that you would like to unsubscribe, and then click on “Unsubscribe” or “Cancel Subscription”\nHuman Agent: So in your case you had subscribed two different ways, some of the cameras were going through google for the processor and this 1 was not, they cancel in different ways to cancel this one you would of done it from the app in the cloud section, or if the option was not there because of the google subscriptions then you would of logged into the web app to cancel instead or contacted us as you did here so we could cancel it easier for you. \nCustomer: Ok. Thanks for the explanation.  Merry Christmas\nHuman Agent: No problem, have a good day."]
["Customer: I paied for my cameras not to just do motion \nCustomer: Why isn’t it recording all the time???\nCustomer: I did that!\nCustomer: Why isn’t it doing it \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I review your chat and subscription. \nCustomer: Ok \nHuman Agent: The plan you paid for allows for intelligent recording which means it will do full video whenever motion is detected and then when no motion is detected it would take a screenshot every 10 seconds.\nCustomer: It never did this before! \nCustomer: I want it to be recording 24/7 \nHuman Agent: From what I can see it appears to be recording properly, but as your subscription had initially failed to renew, the service had gone out yesterday and then came back on this morning when the payment was able to go through successfully. \nCustomer: Ok so how long will it be able to record 24/7\nCustomer: ??? I longed out and logged back in\nHuman Agent: Your subscription has never had 24/7 video and was also previously the intelligent recording. It will only have the intelligent recording I described of which the recordings will be held 7 days on our servers according to your plan. \nCustomer: Ok so what do I have to do to cancel it and do 24/7 it use to only be 21 dollars \nCustomer: For all of them \nCustomer: Hello?\nHuman Agent: There are no plans that have 24/7 video recording and have never been any plans of that nature. Intelligent recording (video when there is motion and a screenshot every 10 seconds when there is no motion) is what you've always had on your paid plans. \nCustomer: Ok well it use to be able to go all the time \nCustomer: So u all changed it \nCustomer: I could go back all the time not just motion \nCustomer: Go back and look at everything \nCustomer: Not just motion \nCustomer: Are u there\nHuman Agent: No, the plan has not changed, it has always been the intelligent recording. The only difference currently is that your plan had failed to renew as I mentioned and did not go through until today which will have resulted in a gap in your recordings from when it initially failed until you were able to pay this morning. \nCustomer: Ok so when will it go on there it went Thu on my end \nHuman Agent: It is already on, but it only started to record again once it went through. So you should have videos from then onward again. \nCustomer: ??\nHuman Agent: Did you have a question about what I had said? I'm unsure what you meant to ask with the extra question marks. \nCustomer: Hello \nCustomer: Ok thankyou what if it does not \nHuman Agent: I'm not sure what you mean. It already is recording and you should already have access to the recordings since that point. You will permanently have a gap during the time it was not recording when it had not been paid, but once it was paid it started to record again. \nCustomer: Thankyou that’s is what I was wondering \nHuman Agent: No problem. Is there anything else I can help you with for now?"]
["Customer: Price on your 7-Day plan for recording\nCustomer: What is your price\nCustomer: What is your price for 7-Day recording storage\nCustomer: Need a price on your 7 Day cloud storage plan\nHuman Agent: Hi my name is Wendy\nHuman Agent: Zmodo cloud plans:\nBasic plan is free and included with the free Zmodo app\n7-day Monthly $4.99/month per device or $49.99/year per device\n30-day Monthly $9.99/month per device or $99.99/year per device\n*Paid cloud plans are optional not required."]
["Customer: I paid to re subscribe to a plan I previous had and\nIt’s not working and it\nKeeps\nSaying I don’t have a plan when I just paid.\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I look up your account. \nHuman Agent: It looks like it's actively recording, but you only have a small section of recording since you just resubscribed."]
["Customer: Troubleshooting\nCustomer: representative please\nCustomer: Thanks.\nHuman Agent: How can I assist you?\nCustomer: I have the cloud Clip plan for up to 10 devices.  I have six cameras but only 3 are on the plan.  After renew, somehow the other 3 got off the plan.  I tried adding using the app but I keep getting an error message.\nCustomer: \"Failed to create CVR order\"\nHuman Agent: Your Clips Plan was started through the web app. So you will want to go to user.zmodo.com and edit the subscription through the web app and not your mobile app.\nCustomer: I tired that as well and I did not work.\nCustomer: tried\nCustomer: I'm on it now.\nHuman Agent: Alright, lets try again on the web app. If you get an error message, can you send a screenshot of the error message that you get?\nCustomer: ok.\nCustomer: D/static_file/43d60aab71_1_20241104110318.pdf\nCustomer: I can't seem to do a screen shot.   It says an error has occored, please try again later\nHuman Agent: If you are having trouble attaching a screenshot to the chat, then you can try restarting the app and send it again. Or you can email it to support@zmodo.com.\nCustomer: The message Is an error.   \nCustomer: I'm not using the app.  I'm using a desktop.\nHuman Agent: Okay, then if you are having trouble attaching it to the chat, can you send it in an email to support@zmodo.com?\nCustomer: just did\nHuman Agent: I think I see it. It may have been because you were trying to send a PDF and not an image file. Let me take a look at it.\nCustomer: ok thanks\nHuman Agent: Alright, I may need to add the time manually to those cameras. Please give me just another minute to check.\nCustomer: ok\nHuman Agent: Okay, I added the subscription time to the camera that was not subscribed. It may show as a Free Trial instead of on the subscription because I had to manually add the time.\nCustomer: Ok thanks.\nHuman Agent: You're welcome.\nCustomer: I hope it works.\nHuman Agent: Please let us know if you have any issues with it or need any assistance."]
["Customer: Agent\nHuman Agent: How can I assist you?\nCustomer: I was gifted a new camera set from a family member that didn't know i already had cameras.  I thought i was pausing my auto pay on my account while i checked out the other cameras and I canceled all of my plans.  I thought I could just click to restart auto pay during my service time that I have already paid and keep my discounts on my plans.  I dicided I would just keep my zmodo cameras and when I click on resubscibe it looks like it is going to charge me way more.   Is there any plans that cover all of your cameras for one low monthly price like all the other camera companies charge?\nHuman Agent: The subscription plans are per device and you can subscribe as many of them as you would like to the subscription, but it would increase the price for each additional camera. The cameras will continue to record until the subscriptions expire, so can wait until they expire to start a new subscription on the cameras."]
["Customer: Agent\nCustomer: Cancel cloud subscription\nCustomer: No subscription listed\nCustomer: I am being charged for a subscription that does not exist\nCustomer: Agent\nCustomer: Speak with agent\nCustomer: Customer care agent\nCustomer: I received an email on 12/23 that I was going to be charged a yearly subscription.  There is no subscription for me to cancel on the app.  I have sent multiple emails requesting that this \"subscription\" be cancelled before I get charged and I have not received a reply.\nCustomer: Now I'm being charged today\nHuman Agent: It looks like our representative replied to your email earlier today and issued a refund on the subscription. You should see that email in your email inbox if you check now.\nHuman Agent: It looks like they sent you that email about 30 or 40 minutes ago.\nCustomer: Then why do I have a pending credit card charge?\nCustomer: Also, I never received an email\nCustomer: Now I see the email\nHuman Agent: Good, I am glad that email got through to you now. Do you have any questions?\nCustomer: No, I guess I'll wait to see if the refund happens\nHuman Agent: Alright, please do not hesitate to contact us if you do have any questions in the future."]
["Customer: Need to renew my expired subscription on one of my cameras \nCustomer: It keeps saying same plan already exists\nHuman Agent: Hi my name is Wendy.  You have an active cloud plan on camera ZMD13INDB249333 fingers crossed.  Is this the camera you are wanting to renew?\nCustomer: No that plan does not expire till March 22. I think.\nHuman Agent: which camera you are you wanting to subscribe?\nCustomer: D/static_file/6b4058c88a_1_20250303143055.jpeg\nHuman Agent: ZMD19H3I8D20451 Keeping eyes on a dang good woman\tthis camera doesn't have an active cloud plan.\n\nIt looks like you are subscribed via Apple. Apple does not like having multiple subscriptions for the same app. What you need to do is subscribe again for the new number of cameras you want to subscribe. Apple will charge you again but they will issue a credit or refund for the remaining time on the old plan."]
["Customer: I would like to transfer my camera \"Ibis Point\"  to the cloud and remove the camera \"patio \". Is this possible ? \nCustomer: How do I do it \nCustomer: How do I transfer \nCustomer: -1\nCustomer: How do I transfer one camera to the cloud and remove one. \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I cannot move the subscription itself (ability to renew automatically), but I can move the service time over after cancelling the subscription on patio. Would you like me to do that then?\nCustomer: Yes please. Will the cost remain the same? \nHuman Agent: I would be cancelling the subscription as I noted so it would not renew. If you want to resubscribe once the service time runs out you may do so, but would be subject to normal pricing. So the half off additional devices plan you currently have would not be available for any newly subscribed devices. \nCustomer: So I'm not able to switch without incurring a cost? \nCustomer: I don't want to incur more cost. \nHuman Agent: The service time has been moved and the Ibis Front camera will be restarting to apply the service. \n\nMoving the service isn't costing you anything, but the camera will not renew. So if you want to subscribe it once the service time runs out, you would be subject to normal pricing unless we have any other promotions active at the time. \nCustomer: Ok great!!!\nHuman Agent: Anything else I can help you with for now?"]
["Customer: I  want to speak to someone \nCustomer: I want to  cancel my subscription \nCustomer: 1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see how you subscribed, one moment \nCustomer: How can I remove my payment info\nHuman Agent: It looks like your subscription goes through apple for the processor, due to this I am unable t o cancel it from my end, However it can be canceled in your apple subscription area by you. To do that you would go into the apple device settings, click your apple profile, choose subscriptions then tap on the subscription and choose cancel. You will know it is successfully been canceled when it shows an Expiring date."]
["Human Agent: hello\nHuman Agent: i need help in reviewing all my active cloud subscriptions\nHuman Agent: i does not give me all the information i need\nHuman Agent: -1\nHuman Agent: live agent\nHuman Agent: ok thanks\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see how you subscribed, one moment. \nHuman Agent: are you there?\nHuman Agent: hello?????\nHuman Agent: Yes I am here, sorry for the delay. You should be able to view your subscription details in the cloud area, and if you need more billing information you can also look in the Me section under Payment management if you need to know what billing is listed. \nHuman Agent: were there any other specific questions you had regarding the subscription?\nHuman Agent: ok, i need to change credit card on my subscriptions\nHuman Agent: Okay, you can try updating the card in the payment management area, if you have trouble with that let me know and I can suggest another option for you to try. \nHuman Agent: but it seems i am having problem with your system it does not allow me, so i rather cancel all my subscriptions so i can renew all of them the same day with same credit card \nHuman Agent: D/static_file/415d74ba14_1_20241119163449.png\nHuman Agent: can you please help me \nHuman Agent: Are you in the app or logged in with a web browser?\nHuman Agent: web browser\nHuman Agent: Okay, what occurs when you try it from the app?\nHuman Agent: ok i can see it on the app but it does not let me cancel subscription\nHuman Agent: Okay, if you would rather Cancel it, I can do that part for you easily, do you want me to cancel all the cameras subscription?\nHuman Agent: yes please\nHuman Agent: Okay, give me one moment while I cancel all of these for you. \nHuman Agent: i want to send you a picture\nHuman Agent: first \nHuman Agent: so you can see what i see\nHuman Agent: i have 2 subscriptions for 7 day cloud for 2 devices for $2.50\nHuman Agent: is that plan still available?\nHuman Agent: or am i grandfathered into those plans? \nHuman Agent: D/static_file/10e5d50adf_1_20241119164525.png\nHuman Agent: I successfully unsubscribed the two cameras that were subscribed for you\nHuman Agent: im working on the last cameras sub to cancel it now, it just takes a moment\nHuman Agent: before you do that read the above\nHuman Agent: I successfully canceled that cameras subscription now as well. \nHuman Agent: As for pricing, the pricing can very if there is a discount or deal at the time you subscribe so you can look in the cloud section in the deals area for any deals for cameras or cloud service. \nHuman Agent: ok so from the picture i sent you there a total of 6 cameras \nHuman Agent: the pricing you have before cannot be re assigned to new camera subscriptions. \nHuman Agent: you only cancelled 3 cameras\nHuman Agent: ah, it does look like there are other susbcribed at an earlier point, let me continue to unsubscribe, my apologies \nHuman Agent: do not\nHuman Agent: i need to know the serial numbers of those cameras that are subscribed first\nHuman Agent: then i will decide if you want to cancel them\nHuman Agent: Okay, I did already cancel one more of the camera's subscriptions. I canceled camera's ZMD14D2DA295248 , ZMD13F8DA001819, ZMD12K783239896, \tZMD11JG54002211 \nHuman Agent: ok do NOT cancel the rest\nHuman Agent: Which are the remaining 2 ACTIVE cameras serial numbers please?\nHuman Agent: ZMD11JG54001475 , ZMD12K783242958 these cameras are still susbcribed\nHuman Agent: ok i will keep that subscription\nHuman Agent: its $2.50 per month correct?\nHuman Agent: those cameras renew together for 4.98\nHuman Agent: on what day?\nHuman Agent: Same as before, on the third of every month. The screenshot's you sent before show the info as well if you ever need to check in the future. \nHuman Agent: ok thanks , i want to keep that subscription\nHuman Agent: okay, no problem. Is there anything else I can assist you with today?\nHuman Agent: that should be the only one left in my account correct?\nHuman Agent: Yes, these two cameras are the only ones left that are subscribed currently.\nHuman Agent: ok so my next question is the following\nHuman Agent: can i subscribe all my cameras again through the web portal instead of i cloud?\nHuman Agent: i do not wish to use the icloud subscription plans anymore\nHuman Agent: Yes, you can re subscribe the cameras in the web app. \nHuman Agent: you would do that in the cloud section. \nHuman Agent: ok, thanks for your help\nHuman Agent: no problem, thank you as well. Have a great day\nHuman Agent: will you guys have any deals for black friday?\nHuman Agent: We normally have deals for black Friday, the sales team is the one who pushes those out. We don't learn about it until its released out though, I would recommend checking the Cloud section in the deals area and also check your emails for messages when there are discounts for holidays. \nHuman Agent: ok, thanks\nHuman Agent: you may close this chat thread now, thank you\nHuman Agent: okay, have a great night"]
["Customer: Just set up an account 2 hours ago. Going with the free trial to see how you system performs. Now it’s telling me that the free trial period has expired. So you’re free trial only last for 2 hours?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I check on this for you. \nCustomer: I thought this was customer support. \nIf it is not, how do I contact them?\nHuman Agent: You were speaking with our chat bot before. I have taken over the chat to better assist you here since our chat bot would not be able to check into your trial for you. \n\nI'm showing an active trial going until 1/11/25 with recordings from the past 2 hours or so. Are you able to access that time if you go to the playback option next to your camera on the home page of your app? \nCustomer: I’m at the camera, walking around. Not getting any notifications or new recordings. After the one notice that my free trial had expired, I cannot find it again. \nHuman Agent: Notifications have cooldowns between them and are not related to cloud services. Were you able to check the playback option I mentioned next to your camera on the home page of the app? You should have footage for approximately the last 2 hours, though the last 10 minutes or so generally would not yet be available due to video processing times. \nCustomer: Looks like it’s recording again, but I’m not being alerted. However my friend that I shared the system with, is. \nCustomer: Earlier I was getting video almost as soon as I walked in front of the camera \nHuman Agent: The free plan would have clips available immediately, but they're capped at 15 seconds. Because the cloud service handles much more video, it is typically 5-10 minutes before video is available. \n\nFor notifications, please make sure notifications are set to on via the home page of your app, unplug the camera plug it back in, and once it returns to solid blue to where it is connected, make a movement to see if you can get a notification. \nCustomer: Will do \nHuman Agent: Okay. \nCustomer: Still checking out the system. Not sure if I like the major alert and minor alert configuration. I want to know anytime an event happens and me having the ability to silence notifications if they become annoying, which it seems like this system already has."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Adding a subscription to camera \nCustomer: Camera #2 needs cloud service \nCustomer: Ok\nHuman Agent: Hi my name is Wendy.  Paid cloud plans are optional not required but you can sign up for a new cloud plan either on the phone app or on the web app from a computer.\nCustomer: I will reset and see \nHuman Agent: No need to reset the camera.\nHuman Agent: you can sign up for a new cloud plan either on the phone app or on the web app from a computer.\nCustomer: It's not letting me add subscription \nHuman Agent: What happens when you try to subscribe?\nCustomer: Goes to payment and won't let me continue \nHuman Agent: are you on the phone app or web app?\nCustomer: Phone \nHuman Agent: If you have a computer you could try and sign up on the web app:  https://user.zmodo.com/login\nCustomer: I have auto payment for camera #1\nCustomer: Ok I will try\nHuman Agent: Yes cloud plans auto renew unless cancelled before the renewal date\nCustomer: Thanks \nHuman Agent: You're welcome\nCustomer: I just wanted to add another camera subscription too \nHuman Agent: okay you can sign up for a cloud plan on the web app for just the back yard camera"]
["Customer: Yo soy jenni\nCustomer: Quisiera pagar la renovación de mi pago está automatico\nCustomer: Gracias \nCustomer: 1\nCustomer: Agente \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Buenos días kylie\nCustomer: Yo soy jenni \nCustomer: Estoy escribiendo porque quiero pagar mis camaras\nCustomer: Pero no hicieron su renovación automática\nHuman Agent: Buenos días para ti Jenni, déjame buscar tu cuenta para ver cómo te suscribiste, un momento.\nHuman Agent: Parece que tu suscripción se realizó a través de Google y muestra que se canceló. Tendrás que volver a suscribirte en la sección de la nube para que el servicio comience nuevamente. Toda la facturación se realiza a través de Google, por lo que no me dice por qué. cancelado lamentablemente.\nCustomer: Pero no me deja hacer el pago\nCustomer: Me dice que no puedo pagará que hago"]
["Customer: Hello\nCustomer: speak with a live agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I wanted to check when the basement camera will need to be renewed. The previous agent mentioned that the two cloud plans on ZMD33JCE3248627 (Jim Thorpe) and ZMD33JCE3248587 (55W) are bundled with a third camera, ZMD33JCE3251456 (basement). and that canceling the plans for ZMD33JCE3248627 and ZMD33JCE3248587 would also result in the cancellation of ZMD33JCE3251456 (basement).\nCustomer: She said I should renew the basement camara by march 2\nHuman Agent: You are currently contacting me/us as a guest and not from the account the cameras and the subsciption is tied to , I am not able to disclose billing information due to this. Its a security precaution, I would advise you to contact us from the account directly or by email for us to be able to discuss your billing and get the information you desire.\nCustomer: I am trying to loging to the chat option and it is just loading. Is there something wrong with the site?"]
["Customer: If I start a subscription can i access previously automatically deleted content \nCustomer: If I start a subscription today can i access anything previously automatically deleted from last night \nHuman Agent: The cameras would only record continuous and save footage when there is an active subscription on the camera. Unfortunately, there would not be footage from before you start the subscription."]
["Customer: Need to cancel my plan\nCustomer: Agent\nHuman Agent: Hi my name is Wendy. \n\nI am unable to cancel the subscription on my end, as you are subscribed via Google but you can follow this guide on how to cancel your subscription via Google. https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid\n\nCustomer: I am unsubscribed from last month and it still taking pay for subscribe\nHuman Agent: If the cloud plans renewed then you would want to follow the info in this link to double check the plans are cancelled through your Google play account.\n\n https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid"]
["Customer: Troubleshooting\nCustomer: My recording is not working \nCustomer: Talk to real person\nCustomer: Agent\nCustomer: Agent\nHuman Agent: You can enable the devices on your subscription. Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “Enable” at the bottom."]
["Customer: I'm having trouble subscribing to of my cameras I think I need to change my payment method as in my card\nCustomer: How do I get to a live chat agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If your having trouble subscribing more cameras it would not be because of the billing info typically unless there was a typo or the bank has blocked the charges. Are you able to go to the cloud section, select the plan and price, then select all the cameras you wish to have subscribed and try to continue, let me know if any errors pop up, if you are able to taking a screenshot of any errors is best for us to see how it appears."]
["Customer: Customer service \nHuman Agent: How can I assist you?\nCustomer: I was told I paid for 2 subscriptions with apple for my 2 cameras but how is that and I don’t understand \nHuman Agent: Apple processes the in-app purchases on their devices. So when you subscribe through the app on your iOS device, it bills you through your Apple account.\nCustomer: But I paid 49 dollars the I’m paying 9.99 and month why is that\nHuman Agent: It looks like when you first subscribed, you subscribed one camera to the yearly plan for $49.99 and then you upgraded your subscription to two devices, but subscribed to the Monthly Plan.\nCustomer: I paid 48 twice\nCustomer: 49\nCustomer: Plus 9.99 yesterday \nHuman Agent: Then you may have used different Apple accounts if you were charged twice. You would need to contact Apple support for billing assistance as we do not process the payments and do not have any of your billing information.\nCustomer: Oh ok"]
["Customer: Agent\nCustomer: cancel my subscription\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: yes\nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option.\nCustomer: ok thanks\nHuman Agent: You're welcome."]
["Customer: My payment is not going through \nCustomer: Everything is correct \nCustomer: Im unable to pay for my cloud services\nCustomer: Agent \nCustomer: Hi\nCustomer: i tried 4 times & try from 2 diff card numbers \nCustomer: still its not going through \nHuman Agent: It looks like your bank is declining the payment as it suspects it may be fraud. SO you may want to use a different payment method or contact your bank. Also, the cameras on your account are offline. You can still subscribe the cameras, but you will not get any footage until they are connected and online.\nCustomer: okkk\nCustomer: if i unblock the charge then after that payment will go through ...?\nHuman Agent: I am not sure. It may, but if it does not, then you may want to contact your bank or credit card company.\nCustomer: okkk\nHuman Agent: Do you have any other questions?"]
["Customer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Other \nCustomer: Help setting up my 10 devices to the house plan \nCustomer: 1\nCustomer: devices\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You would need to go to the cloud section of the app, hit view details on your plan, then edit next to enabled devices to adjust the assigned devices."]
["Customer: Troubleshooting\nCustomer: I was speaking to a tech earlier and got disconnected \nCustomer: Agent\nCustomer: One of my cameras has been offline since my prescription renewed in November .is it possible to get a refund as I am probably going to go with a new company... neither of my cameras are working and won't update\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The rep who assisted you before is currently unavailable, I am happy to help you though. \nCustomer: Okay great. Neither of my cameras have been able to update and therefore are no longer functional. Is it possible to atleast get a refund for one. I'll take the loss on the other\nCustomer: Just for the service subscription \nHuman Agent: The cloud service is a non refundable service, it states this in our terms of service which were agreed to when subscribing, so a refund is not possible. However if the camera is offline then it will just need set up again, it will not update while they are offline. Did you do the QR setup as the previous rep instructed? if not I can re send the directions for you to go through with the cameras. \nCustomer: Yes and it wasn't reading it\nCustomer: It keeps saying it needs an update but fails every time \nHuman Agent: Yes, the camera will fail the update if it is offline. When you look at the lights on the camera what color are they and are they flashing or solid?"]
["Customer: I’d like to cancel an order I just places\nCustomer: Agent\nHuman Agent: Could I have the order number for the order you would like to cancel?\nCustomer: OSYIC_VZOVKI171707\nCustomer: Get it? \nHuman Agent: Okay, that does not bring anything up, so you may have had a typo in it. Could you send it again or send a screenshot of the order number? Did you order it from zmodo.com or did you order it from Amazon?\nCustomer: D/static_file/142535a3c8_1_20241202114440.png\nHuman Agent: Oh, you purchased a Cloud plan, not cameras. Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date.\nCustomer: How do I cancel? \nHuman Agent: You can cancel through the web app that you used to subscribe the cameras. Go to the subscription tab and click on the camera that you want to cancel and cancel the subscription.\nCustomer: I am going to have to dispute this charge with my credit card company\nCustomer: It was a very misleading promotion \nCustomer: You would save me a lot of time if you just canceled it now. \nHuman Agent: What part of the subscription was misleading? Maybe I can clarify the confusion, or I can pass it along so that we can fix it so that it is no longer misleading.\nCustomer: It’s no different than what I had before for free. I thought I would be able to scan a whole day… \nHuman Agent: The Clips recording records any time the camera detects motion and continues to record while there is motion detected. And it will save that footage for 30 days. Without any plan it only would record 10 second clips and there would be a minimum of 3 minutes between events And it will only save them for 12-36 hours as opposed to 30 days.\nCustomer: I will give it a try then. I am still very disappointed in the way the promotion was presented. Thank you for your time. \nHuman Agent: You're welcome. Do you have any other questions?"]
["Customer: I just paid to renew my subscription and it’s still asking me to make a payment and saying it’s expired \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I check your billing history. \nHuman Agent: It looks like your most recent subscription was cancelled due to non-payment and I do not currently see any other subscriptions. Can you send a screenshot of the charge?\nCustomer: Yes\nHuman Agent: Okay, thank you. \nCustomer: D/static_file/54e8734952_1_20250210160650.png\nCustomer: It’s still pending so maybe that’s the issue \nHuman Agent: Okay, I'm not seeing this charge on our end and this only seems to show Apple. Had you resubscribed via Apple from our app or did you do it via the Apple subscription menu?\nCustomer: Via your app\nCustomer: I upgraded my subscription to platinum as well\nHuman Agent: Okay, and is this your only account with us or do you have multiple accounts with us? I ask as multiple accounts that have subscribed via the same Apple account could potentially cause an issue. \nCustomer: Ya I now realize I have multiple accounts \nCustomer: Can we fix this issue and make it to only one account\nHuman Agent: What is the other account?\nCustomer: Pett2008@yahoo.com is the email\nCustomer: Or the other email I have is Jamespettigrew38@gmail.com \nHuman Agent: I do see a subscription was started on that Jamespettigrew38@gmail.com account today. Would you like to move your devices on this account to that account then to have them all on one account and then you may move the service around as you choose from that account?\nCustomer: Yeah that works for me\nHuman Agent: Okay, one moment. \nHuman Agent: Okay, the devices have been moved to the other account. Once you log into that account, you can go to the cloud section of the app, hit the view details option on your subscription, then edit next to the enabled devices which will then let you move the service to whichever device you would like. \nCustomer: Ok thank you very much\nCustomer: Have a great day\nHuman Agent: No problem, you have a great day as well!"]
["Customer: Hi Mira, My name is Raphael\nCustomer: I am trying to make payment for our cloud service but I am having difficult doing so.\nCustomer: Agent\nCustomer: Agent\nCustomer: Hi Grant\nCustomer: I am trying to make payment for our cloud service but I am having difficult doing so.\nHuman Agent: It looks like your subscription is managed through the web app. Are you logged in to the web app at user.zmodo.com? Or are you logged in to the mobile app?\nCustomer: Yes.\nHuman Agent: Yes to which question?\nHuman Agent: Are you on the web app or are you on the mobile app?\nCustomer: I am logged in to user.zmodo.com\nHuman Agent: Okay, and do you see the account tab on the left?\nCustomer: Yes. I do\nHuman Agent: Okay, so you can click on that and there will be a Payment Mangement section.\nCustomer: I need to put a new card because the old card has been canceled.\nHuman Agent: Yes, you would do that in the Payment Management section.\nCustomer: D/static_file/844661ae0f_1_20241230104550.png\nCustomer: Are you still there?\nHuman Agent: You will want to double check the card information that you have entered there. And are you trying to update the payment method in the Payment Management section? Or did you tap on Subscribe?\nCustomer: The card information is correct and I did not tap on subscribe\nHuman Agent: You can try another payment method or you can also cancel the subscription and resubscribe.\nCustomer: We don't have another card. And cancelling our subscription will delete our video recording.\nHuman Agent: Then you can wait for it to expire from the Grace Period and start another subscription. I would strongly recommend double checking the information you have entered. You can also try on another phone, tablet, or computer."]
["Customer: Now that my internet was off my cameras won’t urn on and I have 4. I’ll need to buy new ones so do I need to cancel my subscription and re-subscribe once I have new ones set up\nCustomer: Ok\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. \n\nHuman Agent: Are the cameras not powering on at all?\nHuman Agent: For subscription, it would be best to cancel and then when you have the new ones you can let us know and we can assist with moving the remaining service time. Would you like me to help cancel them now?"]
["Customer: Cancel payment and refund \nCustomer: I have not had Internet for over two months bc of the hurricane. \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see how you subscribed, one moment\nCustomer: Okay \nHuman Agent: it looks like you have one camera subscribed, the subscription is going through google for the processor. I am unable to cancel it from my end due to this, however you can cancel it from your google account subscriptions. You would open the play store, click your profile in the top right, choose subscriptions, then select the sub and choose cancel, you will know it is canceled successfully if it shows an expiring date. \nCustomer: How do I go about getting refunded for the last two months? \nHuman Agent: The cloud service is a non refundable service, this is in our terms of service which is agreed to when subscribing. A refund is not possible \nCustomer: Wow. \nHuman Agent: Is there anything else I can assist you with today?"]
["Customer: My cloud subscription \nCustomer: It’s not working \nCustomer: I am paying for a subscription, but none of my cameras are recording\nCustomer: My cloud service is not recording\nCustomer: -1\nCustomer: I need to speak to a live associate\nCustomer: Agent \nCustomer: I am paying for a subscription for cloud service, but none of my cameras are recording to the cloud\nHuman Agent: It looks like four of the cameras on your account are currently subscribed. Can you tap on Playback for the \"Bunk House\", \"Ranch House\", \"Living Room\", and \"Basement\" cameras and tell me what error you get instead of the Playback footage?\nCustomer: OK, the one named tiny house is supposed to be recording\nCustomer: Also\nHuman Agent: That camera is not subscribed and has not been subscribed. It looks like a month free trial was started on that camera in December 2023 and expired in January 2024.\nCustomer: What would it cost to add that one also? What is the most beneficial package for me?\nHuman Agent: You can enable it on your subscription by editing the subscription in your app. Tap on Cloud and scroll down to the active subscription. Tap on View Details and then tap on Edit. You can then enable the camera on the subscription.\nCustomer: Hello"]
["Customer: I had canceled my zmoto cloud service six or eight months ago and they just now took it out of my account.Please return it to my account\nCustomer: Agent \nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: Yes\nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option.\nCustomer: I just did \nBut it charged me for 1 year already \nHuman Agent: Since Google processes the payments on the subscription, you will want to contact Google support to see about a potential refund."]
["Customer: I can't renew my subscription \nCustomer: Yes but it says payment update \nCustomer: When I try to change my payment method the app won't let me \nCustomer: I can't update my payment options \nCustomer: Can I have the phone number \nCustomer: 1\nCustomer: Agent \nHuman Agent: It looks like you have two different subscriptions. The subscription that failed to renew is managed through your Google account. You would want to edit the payment method used in your Google account. \nHuman Agent: You can also check the status of your subscription managed by Google, by going to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to see its status.\nCustomer: Ok thanks \nHuman Agent: You're welcome."]
["Customer: Do you keep footage past the 7 days we pay for, or is it automatically deleted? We had an attempted burglary and need to get the data from 20th December\nHuman Agent: Hello, you've reached customer care, my name is Kylie. after the 7 days the video overwrites to make room for more with the plan you have. \nHuman Agent: any video that would of been on the 20th of December has already been overwritten sadly, there is no way to get that back."]
["Customer: I would like to cancel my subscription \nCustomer: Agent\nCustomer: Are we still connected \nHuman Agent: I took a look at your account and I see two subscriptions. First is a Yearly Premium Plan for two devices and the second is a Monthly Premium Plan for two devices. Would you like to cancel the subscriptions on all four devices? Or are there specific cameras you want to cancel the subscriptions on?\nCustomer: All four please \nHuman Agent: Alright, I can cancel the Yearly Premium Plan, but the Monthly Premium Plan is managed through your Apple account. I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: My iPhone. Can I do this while chatting \nHuman Agent: Open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option.\nHuman Agent: Yes, you can. I have canceled the Yearly Premium Plan for two devices. That subscription will not renew again.\nCustomer: I can do that. I think that should do it\nCustomer: So the account/ cameras will be working until I believe June of 25?\nHuman Agent: The Yearly Premium Plan will expire on 6/16/2025. The Monthly Premium Plan will expire on 11/17/2024.\nCustomer: Ok. Thank you for the help. I’ll end the chat\nHuman Agent: You're welcome."]
["Customer: Agent\nCustomer: Hello, I have a dilemma \nCustomer: I need the entire footage from my bedroom camera from 11/24/2024 all day, how can I export it all?\nCustomer: I need it for a court case\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see if you were subscribed at all during that day \nCustomer: It’s all saved locally\nCustomer: My roommate destroyed my kitchen camera, I’d like to move that plan to another camera\nCustomer: If it’s subscribed\nHuman Agent: The only cameras that currently have a susbcribtion on the 24th are the Driveway, and Bedroom caemras, I cannot see the video but it does show they were both online on the 24th and have recordings throughout the day.\nHuman Agent: As for the other cameras, cameras that do not have a subscriptions do take short clips with motion, but those short clips only last 12 hours, after 12 hours the video overwrites to make room for more video, its sadly too late for those cameras and if there were any clips that day they are gone and cannot be retrieved because of them being overwritten. \nCustomer: The local storage still shows it, how can I export it all\nCustomer: I have the NVR for the cameras, but never been able to figure out how to export from there\nHuman Agent: For the subscribed cameras To make clips for the Driveway, and Bedroom cameras, click Playback next to the camera in the app, select the date on the calendar, then select the time and click the Scissor icon. \nHuman Agent: Are you able to give me the NVRs ID number? I will need to look it up to see what kind of Menu system it has, I will also check and see if I can add it to the app for you, if that is possible you can take clips from it there rather then using a monitor and a mouse with a USB drive. \nHuman Agent: the ID number for the NVR will be on the sticker on the bottom, if you can take a picture and send that to me I can look it up. \nCustomer: Can I use a laptop, my roommate smashed all of my TVs and monitors\nHuman Agent: no, sadly you cant connect an NVR directly to a computer to view it, only a normal monitor or a TV for a monitor and a mouse can be used. \nCustomer: You can’t use a web app to login?\nHuman Agent: Not to access the NVR locally there. If you are wanting to use a web app or the mobile app I would need the NVRs ID numebr to see if its able to be added to the account, it is not bound to this account currently. \nCustomer: D/static_file/441c86eb9c_1_20241126172136.jpg\nCustomer: D/static_file/3ce877b752_1_20241126172148.jpg\nHuman Agent: Alright, let me look up this NVR now, one moment \nCustomer: Thank you so much. I’m trying my best to make my way through this, I have PTSD from the incident \nHuman Agent: It's no problem, I was able to find the device, its odd, when I looked up your account the first time this NVR did not show, however now that I looked it up with the ID number it does show bound to the account, seems to jsut be a system error that occured when I searched the account, For this model in the app you would click Playback next to it (its name is \"Network Video Device\") then click the calendar at the bottom, select the time then click the scissor icon. If you take a clip from the app it will allow you to take a 30 minute clip, on the web app it only allows for 10 minute clips to be created at a time. You can take several clips which will save to the phones photo gallery, or the computers downloaded files if you do it on the web app. \nHuman Agent: I would personally recommend doing this on the mobile app so you can create longer clips at a time, then once they are made you can email them to yourself to have a backup incase something should happen to the files on your phone should you lose it or it gets destroyed at any point.  \nHuman Agent: Try it and let me know if you have trouble at all. \nCustomer: Hello, did I lose you?"]
["Customer: My garage camera is not recording? Can you tell me why? It is on and can see live but no recording I pay for.\n\n\n\nCustomer: Do you have a number? I have paid services.\nCustomer: My garage camera is live but no recording?  I pay for service!\nCustomer: -1\nCustomer: My garage camera is on but no recording.. I pay for service.\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Can you tell me what's going on\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I check on your camera and it's subscription. \nCustomer: I have four cameras all three recording but the garage why?\nHuman Agent: Garage seems to be recording properly. What happens when you go to playback on that device?\nCustomer: Garage 2\nCustomer: Sorry\nHuman Agent: Ah, okay, let me take a look at that one instead. \nCustomer: It's live but no recording after 3pm? Roughly\nHuman Agent: It looks like it's been going offline somewhat regularly which can sometimes impact the recording process. I've restarted it which will generally resolve the recording issue so we can check on that in a moment, but until the root issue is resolved, it's very possible it could occur again in the future. To that end, would you like to troubleshoot further to test the signal strength at the location of that camera? It would require downloading another app for that test. \nCustomer: I have the local police here, they want to see the footage... there was a crime.. my internet is strong.. hint the camera is on.. Your service records. What good is having a camera live but does not record?\nCustomer: I pay for this service?\nHuman Agent: Fast internet doesn't necessarily mean that the device has good good signal. Based on it going out somewhat regularly, I'd guess signal is the most likely culprit. I understand wanting to have recordings, but if a camera is going in and out, that impacts the ability to record. There would not be any recordings from the time the issue started until it was resolved. \nHuman Agent: I do see it has resumed recording so will be working for now, though again I would highly recommend further troubleshooting so the issue may be fully corrected to avoid further issues in the future related to whatever is causing it to go offline, be that signal, power, or something else. \nCustomer: Okay\nHuman Agent: Do you have time for that troubleshooting today or would you rather do that another day? If another day, you could reach back out when ready or you could schedule a call via this button if you'd prefer a call to troubleshoot further. \n\nCustomer: I try to schedule a call and will not let me submit\nHuman Agent: Please make sure there are no spaces or dashes in your phone number, just the 10 digit number in the format XXXXXXXXXX.\nCustomer: Okay It went through. Thank you.\nHuman Agent: No problem, would you like to continue today or wait for the callback you scheduled?\nHuman Agent: I see it listed for tomorrow morning between 9 and 10am CT. \nCustomer: I will wait. Thank you sir!\nHuman Agent: No problem, we'll speak to you in the morning then. Have a good evening. \nCustomer: You too."]
["Customer: One of my camera is expired and Everytime I try to pay for the renew it won't go through \nCustomer: Ok\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. When trying to change your plan are you selecting both of your cameras or just the one you wanted to add to your plan?"]
["Customer: Cloud service\nCustomer: I want to add cloud service to an existing camera but it’s wanting to charge me for cameras that already have paid cloud \nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\n\nCustomer: Hello I have multiple cameras and only 2 of them currently have a paid cloud plan. For those 2 cameras I chose the $99 option. I’d like to add a cloud service for another camera of mine but just the month to month option. However, when I try from my app it also wants to charge me another $4.99 for those other cameras that are already enabled?\nCustomer: So instead of paying $4.99 for the cakes I’d like to add, it’s wanting me to pay $14.99 for all 3 cameras even though the other 2 are already active with a cloud service \nCustomer: Camera*** lol not cakes \nHuman Agent: The app only allows for one plan at once, though I see this account has no subscriptions and it looks like you had another account you used in the past so I would personally recommend cancelling that and resubbing from the current account once it runs out. When you upgrade plans, it would normally issue a prorated refund and charge for the new plan, but that will not work here due to your plan being tied to another account. Outside of that you may also subscribe on user.zmodo.com to individual plans which it sounds like may be more of what you're interested in here. \nCustomer: Yeah, I unfortunately had to make a new account because my old account, even though I had changed the password multiple times, someone else still had access and I didn’t realize that until after I paid for my cloud service. So I was told to keep that cloud service Active because if I canceled then I would have to pay the $99 again… And I’m only one month into my subscription for that so far. That doesn’t expire until September 2025, so I was trying to avoid canceling. So just to confirm you are saying that if I go to this website then I can charge an individual $4.99 plan for just the one camera? \nCustomer: Yeah, once my other plan is about to renew, I will cancel and then just resubscribe from this current account. That was the plan, but I wanted to add another camera just for some more coverage in the meantime.\nHuman Agent: Cancelling will only cause it to not renew in the future, you would still keep the service time that is already applied. \n\nAnd yes, from user.zmodo.com you can subscribe for one device on the premium monthly plan."]
["Customer: Refund\nCustomer: Agent\nCustomer: Agent \nCustomer: I’m so confused hello?\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: I want a refund please. It doesn’t work!\nCustomer: I click on the motion alert and it brings up a black screen\nCustomer: It’s awful\nHuman Agent: Your subscription is managed through your Apple account because Apple processes the in-app purchases on their devices. You would need to cancel the subscription through your Apple account and contact Apple about a refund.\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: Omg literally \nHuman Agent: Yes, you would need to cancel it through your Apple account. Do you have an iOS device currently signed into the Apple account associated with the subscription?"]
["Customer: Remove from cloud service\n\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: Several weeks ago I inadvertently signed up for your trial cloud subscription.  We did not like it, cancelled it and deleted our cameras from it.  However, weeks later our cameras are still recording to the cloud subscription and we do not want this. \nHuman Agent: It looks like the Free Trial expired on your cameras and they are not recording continuously. What do you see when you tap on Playback for the cameras?\nCustomer: They are recording continuously, just like during the subscription.   I have the scroll time line I can move through to seek action on the camera.  \nCustomer: Dark orange shaded areas in recording time line show me when there was movement recorded.   I can move back and forth in time in the recording.   \nHuman Agent: Okay, can you send a screenshot of what you are seeing? Because none of the cameras are showing that on our end.\nCustomer: D/static_file/95f5d4df99_1_20241007143300.png\nHuman Agent: Alright, I am taking a look in our system, because it does not show that at all. It shows the Free Trial as expired and that subscription as turned off. It also does not show any footage recorded in our system. Please give me a minute to see what I can do from my end.\nCustomer: Ok. Thanks. \nHuman Agent: Okay, so I will try to unbind the devices and then rebind them to your account. If that does not work, then you can try resetting the cameras and reconnecting them to the Wi-Fi network and account.\nHuman Agent: I am going to start with just the \"Cat Drive\" camera. You will want to restart or refresh the app as it will otherwise take a few minutes to update.\nCustomer: Ok. \nHuman Agent: Alright, lets have you try now. Make sure to restart the app by closing it completely, not just minimizing it. You can also turn the phone off and turn it on again if it does not restart. Then try checking the Playback for that same camera.\nCustomer: I will probably lose you.  Here goes. \nCustomer: Cat Drive not connected.  \nCustomer: Connected now.  \nCustomer: Seems to have worked as now when I move the time line it tells me I do not have a subscription.   \nHuman Agent: Alright, good. I can do the same with the other cameras then.\nCustomer: Yes, please.  Thanks.  \nHuman Agent: Thank you for your patience. I have unbound the devices and rebound them. So they should all act the same and the recording should be deactivated on them.\nCustomer: Seems to be all good now (checked one other). Thanks. \nHuman Agent: You're welcome."]
["Customer: Plans\n\nCustomer: My devices dont record 24 hrs anymore \nCustomer: It doesnf work \nCustomer: The 24 hr recording it doesnt do it anymore \nCustomer: Representative \nHuman Agent: It looks like the cameras are not subscribed. It looks like they tried to renew and failed in May. To check the status of your subscription managed via Apple. Open the Settings app. Tap your name at the top. Tap Subscriptions, find the subscription then tap on it to see its status."]
["Customer: My camera is supposed to show for 7 days...it is only showing from 5 am this morning...yesterday too..I text you\nCustomer: I am subscribed\nCustomer: Can I talk to a person\nCustomer: Ok\nCustomer: 1\nHuman Agent: What do you see when you tap on Playback on one of your devices?\nCustomer: It goes to 5 am\nCustomer: I see video...but not 7 days\nHuman Agent: Okay, lets take a look at it now. Can you go to the home page of your app and tap on Playback? Lets take a look and see what it shows there.\nHuman Agent: If you want to change the date, you will tap on the calendar icon at the bottom of the Playback screen.\nCustomer: It is doing just what I said.. \nCustomer: The date is correct\nCustomer: I had the free camera..for 30 days...n9w I am paying\nHuman Agent: You said that you could not see 7 days of footage. So I said that if you wanted to change the date that you are viewing, you would tap on the calendar icon at the bottom. When you tap on Playback, is there a timeline that you can scroll through below the picture?\nHuman Agent: Can you send a screenshot of the Playback menu that you are seeing?\nCustomer: Ooh...I will check\nCustomer: Yes there is a timeline...I will check with the calendar now\nCustomer: Oh ! MAYBE that's it ...the change the calendar thing !!\nOk..I will try that for a day and see if that works..I could go back when I did that.\nThanks !\nHuman Agent: You're welcome."]
["Customer: Your site FAQ is not accurate about how to UN-subscribe from cloud service. I want to unsubscribe from cloud service\nCustomer: -1\nCustomer: I did\nCustomer: I want to unsubscribe from cloud service\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie, let me look up your account to see how you subscribed \nCustomer: I have logged into the app and the wesbite and there is nothing in the cloud service section that says anything about being able to unsubscribe. So its frustrating when your FAQ states to \"simply\" look for the subscribe option in the cloud service section.\nHuman Agent: on  my end it shows your subscription is going through google, You can cancel and check the subscription from the google subscriptions area. You would open the play store, tap your profile in the top right, select subscriptions then select the subscription for the cameras, it will have a cancel optional the bottom, once canceled it will show an expiring date. \nCustomer: I already looked there. there is zero subscription listed\nHuman Agent: it sounds like you may have subscribed form a different google account then, you can try to log into another google account but if you still cannot see the subscription you would need to contact google for their support in this matter. \nCustomer: no\nHuman Agent: We do not have the ability to cancel or check googles billing information directly, only they have that power, you will have to contact them for support for canceling the subscription. \nCustomer: there should be an easier option to cancel in the future through your app or website\nHuman Agent: That is not possible if the subscription goes through apple or google it has to be canceled through them, we do not have the power to change this it show they do things and we must comply. \nHuman Agent: Is there anything else I can assist you with today before we go?\nCustomer: well PayPal just did your job for you and cancelled it for me.\nHuman Agent: As I said before, we are unbale to cancel subscriptions that go through apple or google on our end for you. If they were able to cancel it then that is great, however I would urge you to still contact google to make sure that it was done properly or else you may experience a charge again in the future."]
["Customer: I like to move to driveway camera \nCustomer: So are we good \nCustomer: Sorry got disconnected someone was going to get a broken camera I had a subscription for cloud .since September be moved to another camera \nCustomer: I bought 4 new and replace with a different  name but the credit for the old one i want to move to another camera \nCustomer: The person located my account  and was moving it to another camera before we got disconne\nCustomer: It has been removed it was broken used to be frontsoor camera\nCustomer: Been deleted\nCustomer: Need cloud credit moved to another camera please\nCustomer: It won't let me do it\nCustomer:  the camera, I can move the time from it to another camera for you, which camera would you like the time moved to?\n\nCustomer: This is what your coworker sent me\nCustomer: Agent\nCustomer: Agent \nCustomer: Hi I think we got disconnected try to move a cloud credit to another camera . Because the old camera got replaced.\nCustomer: The old camera was the front door cam.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I am the same rep who was assisting you before, What is the new camera that you would like the leftover time moved to's name?\nCustomer: Driveway cam\nHuman Agent: Okay, One moment while I move over the time that is left for you to that camera \nCustomer: Still here\nHuman Agent: I moved the leftover time from the old camera onto the driveway camera for you now. It will have time until 2025-03-14, on that day to continue the cameras service you will then resubscribe the camera or else that will be the last date of service. \nCustomer: Thanks so much have a bless day. \nHuman Agent: no problem, have a great day."]
["Customer: I'd like a partial refund for the camera i opted to not renew. \nCustomer: I want a refund for the service. Not the product \nCustomer: Agent\nCustomer: My camera is not working. \nCustomer: So I have no use for the remaining service for it. \nCustomer: I'd like a partial refund for the unused months. \nHuman Agent: Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date. \nCustomer: Unless you can get the camera to work and stop spinning when I try to pull it up\nCustomer: I didn't want to cancel when my camera worked. The camera aligned to this service isn't working\n\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Let me grab it"]
["Customer: Apparently my payment got declined and I am trying to get my subscription restarted\nCustomer: Is my subscription active currently\nCustomer: It's showing that there were payment issues can you try to run the payment again using the current card on file\nCustomer: 1\nCustomer: Was it able to go through this time\nCustomer: Did the payment go through this time when you ran the card\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. To check the status of your subscription managed by Google, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to see its status.\nCustomer: It was showing that the card got declined for some reason and it would not let me run it again\nCustomer: It said I had to enter a new card number which I don't have another card to run\nHuman Agent: Did you update the card with google? \nCustomer: It's the same card that Google has the information on\nHuman Agent: To check the status of your subscription managed by Google, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to see its status.\n\nCustomer: I've done that twice and it's still showing that the subscription is not active and it tells me to enter a new card number and it will not run the same card again\nCustomer: I've even tried to delete the card through Google and re-enter it and it won't let me do that\nHuman Agent: Does it give the field to enter the new card? \nCustomer: Yes and I entered the same card number but it won't run it for the payment\nHuman Agent: We cannot force it to run the card again, do you have another card you can use? \nCustomer: No, I'm not sure why it even declined the card I have plenty of money in my account\nCustomer: Do you guys only use Google for the payments or can I just pay through the app using my card without Google\nHuman Agent: It is a limitation from Google. For purchase made on an android phone via an app it has to go through googles billing system. \nCustomer: So apparently I need to get a hold of Google to run the card again\nHuman Agent: You can subscribe via the website at user.zmodo.com \nHuman Agent: To go through us with the card directly \nCustomer: Okay let me try that way\nHuman Agent: First please cancel the google subscription\nCustomer: How do I go about canceling this subscription through Google\nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option.\n\nCustomer:  Ok thank you\nHuman Agent: Let me know once you are able to cancel it \nCustomer: Sorry I was trying to update a password\nHuman Agent: Okay \nCustomer: I'm on the website trying to reactivate the subscription but it's not giving me an option to choose my devices\nHuman Agent: Does it show an error? \nCustomer: No it says platinum or premium or whichever one they are called and then when I choose Platinum it switches over to the next screen and it says choose your devices but it doesn't show any devices and it doesn't let me click on anything in the screen either\nHuman Agent: What account did you sign in with? \nCustomer: My phone number was the only way I was able to sign in\nCustomer: I can try signing in with my email and resetting my password that way\nCustomer: I just couldn't remember my password\nHuman Agent: The cameras are linked to the leonareynolds@yahoo.com email\nCustomer: Okay let me try signing in with that\nHuman Agent: Okay \nCustomer: Okay I resubscribed and I logged back in on the app but it is not showing that I have any subscriptions active when I go on to my app\nCustomer: But in Chrome it is showing that the four cameras are currently active and they renew on 11/18\nCustomer: I'm kind of confused on why it is not showing up in the app\nCustomer: Yes\nCustomer: Can you see why it is not showing an active subscription even though I've made a payment now\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I apologize, it seems the agent you were speaking with is having connection issues. One moment as I review your chat. \nCustomer: Ok\nHuman Agent: Okay, so the new subscription you did via the web app does not show in the same way as in-app subscriptions and would not be listed there. \nHuman Agent: I can confirm it shows active on the 4 subscribed cameras though. \nCustomer: So how do I access the full footage of the cameras\nCustomer: Because as of right now it is only showing me clips\nHuman Agent: The subscription would be listed in the web app normally though or can also be seen in the Zmodo app's cloud section by scrolling down and tapping on the cameras listed there to see their subscription information. \n\nYou would only have footage from the time you subscribed onward. Are you looking for footage after that point?\nCustomer: Will it show up on the app that way or if I log in through Chrome\nCustomer: Let me go back and look real quick on how it shows up now\nHuman Agent: You can view in the app or via the web app, either is fine. \n\nCustomer: Okay it is showing up correctly now\nCustomer: Will it automatically take the payments out like normal but through the website instead of the app\nHuman Agent: Yes, the payments will show up on your card as meShare. So long as there are no billing issues, it will continue to renew as normal until you cancel. \nCustomer: Okay thank you I think that is all I needed\nHuman Agent: Okay, have a good evening!\nCustomer: You as well"]
["Customer: Troubleshooting\nCustomer: I have cloud subscription which says it covers 10 devices one of my outdoor cameras is not working\nCustomer: I did it's saying subscription for 10 but the other one must has to be added separately or something I'm trying to figure it out \nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera that is not working?  The device ID will be listed on a sticker on the camera, it will start with ZMD\nCustomer: I'm not home can I find it on the app\nHuman Agent: I see 4 cameras on your account.  They all show online.\nHuman Agent: back, front, front outdoor, outside 3.  Is it one of these cameras you are needing help with?\nCustomer: They are just my outdoor back is not taking clips just allowing me to see live saying I need a subscription \nCustomer: The outside 3\nHuman Agent: Outside 3 doesn't have the clip plan enabled.  You can enable the plan on the web app from a computer.  user.zmodo.com\nHuman Agent: You may also  be able to enable it on the phone app.  tap on store, scroll down to view details of the cloud plan, edit the cameras\nHuman Agent: tap on \"edit\" to enable the plan onto outside 3\nCustomer: Ok thanks I will try\nHuman Agent: You're welcome!"]
["Customer: How can I download video \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. If you go to playback on your camera you can use the scissor icon to make a clip."]
["Customer: Cancel my accounts\nCustomer: Agent\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: Yes.\nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option.\nCustomer: How do I get my payment back for the last payment\nHuman Agent: You would have to contact Google support to see about a potential refund. The payment is managed by Google, so we do not have your payment information.\nCustomer: Thanks\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Agent\nCustomer: Agents\nCustomer: Agent\nCustomer: Hello kylie\nCustomer: Hello hopefully u can help me with my cloud service \nCustomer: I have been emailing somehow they can not help me \nCustomer: Hello are u still there\nHuman Agent: Hello, you've reached customer care, my name is Kylie. What sort of issue are you having with the cloud service? can you elaborate more with me\nCustomer: I already have cloud service on the driveway but the camera in the driveway not working .. it show i have 2 cloud service\nCustomer: I want to change that to the porch \nHuman Agent: OKay, let me look up that camera and check the subsciption information first, one moment\nCustomer: Ok\nHuman Agent: Okay, I'm going to have you try checking some specific areas in the app to see if it will allow you to enable the subscription onto another camera or how it reacts. Can you go to the cloud section, scroll down to subscriptions then take a screenshot ands end that to me, after I see how it looks in the screenshot I will be able to give you more directions to follow\nCustomer: Ok let me try\nHuman Agent: Okay\nCustomer: I was doing it earlier it keep saying wrong id\nHuman Agent: Okay, once you take the screenshot of the subscription area, then send that to me I can see how it looks then give you more directions.\nCustomer: It keep saying wrong Id\nHuman Agent: Okay, take a screenshot of that subscriptions area, then take a screenshot of the specific wrong ID error, and send that to me so I can see how it looks on your end from the app. \nCustomer: D/static_file/5cb106c3eb_1_20250220113226.jpeg\nCustomer: Im so confuse the porch showing that its already a cloyd service\nCustomer: What do you see ? I should have only one plan not two\nHuman Agent: Yes, It looks like there are two active plans on cameras GSG5001C0135037(Front Porch) , ZMD31KB53209003(Driveway).\nThis is why youa re getting the error, youa re tryign to mvoe cloud service onto a camera that already has cloud service and that can cause this error to occur, you would have to pick a different camera that does not have a subscription to move the service from the Driveway onto (enable), not the front porch camera. \nCustomer: Can you please ck .. i should have only one that i already had before which is driveway\nCustomer: The driveway camera is not working thats why i change that camera which is front\nCustomer: The front camera has free trail \nCustomer: Since the driveway camera not working i want to change it to front porch \nHuman Agent: You did not change it though, you ended up also subscribing an aditional camera, so you have 2 device subsciptions now, not just 1\nCustomer: No i did not subscibing because the drivewat expried on 2026\nCustomer: Thats what im trying to do change it to front porch\nCustomer: I should have only one\nHuman Agent: You cant move a subsciption from one camera, onto another camera thats already subscibed, its not possible to double up subsciptions the front porch already has a sub on it. \nCustomer: What happened the camera not working in the driveway \nHuman Agent: Can you go to the cloud section again, scroll down to subsciptions and take a screenshot of that area and send it to me. \nCustomer: D/static_file/cb745ff390_1_20250220114147.jpg\nCustomer: Do you guys want to send me a new camera since this one broke down \nCustomer: Should i just click the unsubscribe\nHuman Agent: Alright, take a look at that screenshot you sent, there is an area that say device quanity, it says 2, this means you have 2 subsciptions, you can move those two subsciptions from one camera, to another, but only onto cameras that dont already have a subsciption, your having this error becasue you have both the driveway, and the front porch subscibed, If you dont want that, and you only want 1 device subscibed, click change plan, and change the plan, this will change it the next time it renews from 2 devices to 1 device.\nHuman Agent: The camera not working wouldn't be related to the cloud service, If you would like to troubelshoot that camera I am happy to go over that with you to try and see if its a resolvable issue, that driveway camera would not qualify for a replacement, the cameras have a 1 year warranty and this camera is outside of that warranty unfortunately. \nCustomer: Does it still show .. i press the unsubscribe\nCustomer: I still have until 2026 for the driveway \nCustomer: Thats why im trying put it in the porch \nHuman Agent: Yes, canceling doesnt remove service, it jsut stops the renewal\nCustomer: So i won't be charge\nCustomer: With all stuff happening im short in funds \nHuman Agent: Look, Im goign to resend you my message, there seems to be a misunderstanding on your end with the subsciption. \nHuman Agent: Alright, take a look at that screenshot you sent, there is an area that say device quanity, it says 2, this means you have 2 subsciptions, you can move those two subsciptions from one camera, to another, but only onto cameras that dont already have a subsciption, your having this error becasue you have both the driveway, and the front porch subscibed, If you dont want that, and you only want 1 device subscibed, click change plan, and change the plan, this will change it the next time it renews from 2 devices to 1 device.\n\nCustomer: But im saying i still have left on my subscription on the driveway\nCustomer: It expired 2026\nHuman Agent: Yes, You can move that leftover subsciption time onto another camera with enabling, just not the front porch.\nCustomer: D/static_file/ca9fe048c5_1_20250220115307.jpg\nCustomer: It shows i only have one\nCustomer: Driveway is cancel\nCustomer: Hello are u still there\nHuman Agent: Okay, You still will have the leftover time from the subsciption to move onto another camera though if you desire.\nCustomer: Yes it was move to the front porch .. \nCustomer: See the picture i send you\nCustomer: So i should have only one subscription with is the front porch\nCustomer: Hello\nHuman Agent: Yes I am here, can you go to the home page and click playback on the front porch camera and tell me if that works for you\nCustomer: Yes\nCustomer: Hello \nHuman Agent: Okay, thank you. \n\nCustomer: So i only have one subscription\nCustomer: It show it only porch .. which continuation from the driveway\nCustomer: Hello\nHuman Agent: You have a subscription for 2 devices. The service is currently on your Driveway camera and your Front Porch camera. We were asking if you could try playback on the Front Porch to confirm that works for you. Driveway is currently offline though so you would need to reconnect it to have it properly record again. \nCustomer: The driveway camera not working its broken .. how many time do i need to tell you\nCustomer: Do u want send me a new camera so i put the driveway camera back\nHuman Agent: However you said you want to move it to porch which already has service. I can unassign driveway and you could assign service to a different camera, but front porch already has service so you cannot add it to that. \nCustomer: Im so frustrated .. i emaile you guys same thing no one can help me \nCustomer: Thats service is from the driveway\nHuman Agent: Yes, I unassigned driveway, you may pick another camera that is not the front porch camera since the front porch camera already has service too. Since it is a plan for up to 2 devices, you can assign service on up to two devices, but not all onto a single device. \nCustomer: Look at the picture i send you same date the renewal from the driveway and the porch .. just make sure i won't get a new charges .. \nCustomer: Im already getting feustrated \nCustomer: Look at the picture driveway say cancelled\nHuman Agent: If you don't want to be charged further, you would need to change your subscription. If you want a 1 device plan moving forward, you would need to resubscribe in the app selecting only 1 camera. If you want to cancel entirely, you would need to cancel from your Apple subscriptions. Here is a link with more information on how you may do that. https://support.apple.com/en-us/118428\nCustomer: It went to tge front porch\nHuman Agent: If you've adjusted your plan for future renewals, that would happen only on future renewals and would not change the plan you'd already paid for now, hence having service for two devices still despite one now being cancelled so that it will not renew further. We cannot view specific details of Apple plans from our side however."]
["Customer: I paid subscription for a year on two cameras on my account it is showing ingredients processing from my account and it was recording but now has stopped.\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I review your subscription and account. \nHuman Agent: Alright, it looks like there was a small hiccup due to your google subscription not being cancelled yet when starting your other subscription so when it was cancelled yesterday, it turned off service on the cameras it had been impacting. \nHuman Agent: It should now be resolved with the devices recording properly for the two that are subscribed."]
["Customer: I paid for a yrs service of 30 day cloud storage. My playback has been deleted from yesterday. I should have 30 days of footage\nCustomer: Is there a way to get the footage back\nCustomer: Is there a way for you to get the delete footage\nCustomer: Is there a way for you to get the deleted footage\nHuman Agent: Hello, my name is Grant. What date are you trying to get footage from?"]
["Customer: Troubleshooting\nCustomer: Need to renew my subscription \nCustomer: I tried to renew but it just spins and doesn't do anything \nCustomer: Live agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up  your account, one moment.\nCustomer: I want all my cameras on the cloud that is $19.99 a month but one is on $9.99 a month and the others expired. \nHuman Agent: Okay, It looks like you do have one camera already subscribed to another plan that is going through google for the processing. With google it wont allow you to have some cameras on one plan and some on another so if you wish to subscribe all to another plan you would first want to cancel from your google account subscriptions then you can subscribe to another plan. \nCustomer: I just need you to cancel the one that is on the plan, so none are on any plan and I will put them all on one plan another day\nHuman Agent: I am not able to cancel subscriptions that go through google or apple from our end. To cancel you would have to go into the play store, click your profile in the top right, click subscriptions, click the subscription then choose cancel, it will show an expiring date when canceled successfully. \nCustomer: I checked my Google subscriptions and I don't have any\nHuman Agent: Perhaps you are not logged into the same google account that you originally subscribed on, are you able to switch accounts and check? otherwise if you cant find it still you will have to contact the google play store for further assistance."]
["Customer: billing\nCustomer: agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Can you please email me all of my billing invoices and payment receipts for 2024 \nCustomer: Hello?\nHuman Agent: We are not able to email or send receipts from purchases so unfortunately that would not be possible.\nCustomer: How can I print the invoice or receipts myself?\nHuman Agent: When the purchase was made it would have sent an automated email from the original purchase receipt to the email you have for the account. You can look through your email to see if you still have it there perhaps. \nHuman Agent: Each time it renews it sends an automated email as notification for the charge with the subscription details."]
["Customer: Paid for plan until 2025 and it's not working on come cameras\nCustomer: My cloud is not working on some of my cameras\nCustomer: Mo\nCustomer: No\nCustomer: Need to talk with someone \nCustomer: Need to talk with someone\nCustomer: Agent \nCustomer: Paid for plan until 2025 and some cameras are not saving recordings in cloud\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What devices are you having trouble with?\nCustomer: What do you mean? Name of device? \nHuman Agent: Yes please. \nCustomer: Garage right \nCustomer: Right garage \nHuman Agent: Please try going to the cloud tab in the app, hit view details on your subscription, then edit next to enabled devices and make sure that device is selected, then hit enable. \nCustomer: There is no edit function\nHuman Agent: Could you send a screenshot of what you see on that page?\nCustomer: D/static_file/1ecd4c6afe_1_20241008162603.png\nCustomer: Also can't get one camera back online \nHuman Agent: Thank you. If you did not have a promotional price, please try to resubscribe to the same plan again in the app. So long as it is the same plan and you have already paid, it will not charge again, but should reactivate it properly for now at which point you can edit and then cancel again if you would like. \nCustomer: It's going to charge me 300 again\nCustomer: I did already pay this \nCustomer: Can you get camera back porch back online\nHuman Agent: If you've already paid, are selecting the same plan, and did not subscribe at a promotional price, you will not be charged again when resubscribing from the same Apple account. \n\nIt would need to be set back up on your end. Is it currently blinking green?\nCustomer: No red\nHuman Agent: The red would be the night vision lights. There would be another light on it as the indicator light. \nCustomer: No just red flashing light \nCustomer: When I unplug now blue\nCustomer: Yellow blue flashing light \nHuman Agent: The indicator light can only be green or blue. For now we'll just go ahead and have you try setup. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\n\nCustomer: D/static_file/1ea4eddffd_1_20241008164308.jpeg\nCustomer: D/static_file/52aa42e505_1_20241008164319.jpeg\nHuman Agent: That is not the back porch camera. \nCustomer: Yes it is \nHuman Agent: No, that does not look like one of our devices. You have a mini pro labeled as back porch on your account, like this. https://www.zmodo.com/1080p-indoor-wifi-camera/\nCustomer: Ok\nCustomer: I still cannot get this other camera back on the plan\nHuman Agent: Did you resubscribe as I mentioned earlier so long as you fit the criteria I mentioned?\nCustomer: D/static_file/7e64f88850_1_20241008164859.png\nCustomer: It says it's enabled, but it's not working. I've tried resubscribing. I don't know what else to do.\nHuman Agent: Did you end up going through the resubscribing process when you were doing that? You seemed to indicate that you stopped as you thought you would be charged before. \n\nCustomer: I don't know I tried to do it. I don't know it's not working.\nHuman Agent: I'm unsure what you mean by you don't know. You would need to finish going back through the subscription process for the same exact plan on the same Apple account, so long as you had not originally used a promotion for your latest charge last month. \n\nCustomer: It's trying to make me subscribe to 149.999 a year for three devices and that is not what I did. I had six devices.\nHuman Agent: You would need to still select the 6 devices. It sounds like you're currently only selecting 3. \nCustomer: I should be able to edit which cameras I have if I've paid for six devices\nHuman Agent: Yes, but as it is not allowing you to, you would first need to do this. As the main reason this would typically happen would be if it were refunded, but otherwise it would not charge again and would resend the information from Apple which should resolve the issue. \nCustomer: I went through all of that resubscribed and it's still not working\nCustomer: It says it's expired and I just went through and redid the whole thing\nHuman Agent: Can you send a screenshot of the the subscription listed in your Apple subscriptions? You can access this by going to your settings app, tapping your name, then subscriptions. \nCustomer: It's not refunded or none of other cameras would work\nHuman Agent: Were you able to get the screenshot I mentioned?\nCustomer: Which one I don't know\nCustomer: Obviously, just forget it I mean, I can't sit and waste all day trying to hook this fucking camera up\nHuman Agent: I'll send the message of the screenshot request again below. \n\nCan you send a screenshot of the the subscription listed in your Apple subscriptions? You can access this by going to your settings app, tapping your name, then subscriptions."]
["Customer: How far back can I look at my pictures \nCustomer: I need to look at my alerts from 3 to 4 months ago\nHuman Agent: Hello, my name is Grant. Looking at your account, you have the Premium Plan. That saves the last 7 days of footage to the cloud. Unfortunately, there would not be footage saved from 3 to 4 months ago.\nCustomer: Thank you, so there is no way to be able to review footage with a different plan I suppose\nHuman Agent: No, unfortunately there is not footage still saved from 3 to 4 months ago."]
["Customer: Troubleshooting\nCustomer: We pay for Camara #2 to record 24 7 and we  do not si any records.\nCustomer: 1\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  The camera names Nelson 2 is currently offline, it looks like it drops on and offline several times within a day this is why you are unable to see much playback.\nHuman Agent: We will be closing at 6PM central time which is in 10 minutes.  I can send you the call scheduler or I can also follow up via email if you prefer, what would you like to do? I can continue to assist you until 6 PM CT Via chat,"]
["Customer: Cancel subscription \nCustomer: How do I cancel my current subscription \nCustomer: I cant find anywhere on \"view details\" in subscription information to cancel\nCustomer: There is no option to cancel\nCustomer: Agent\nCustomer: I want to cancel my subscription. I can't find the option to do it in the app \nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: Yes\nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option.\nCustomer: Thanks, I didn't realize it was through Google. Thanks for the help, I'm good now!\nHuman Agent: You're welcome."]
["Customer: Problems with subscription\nCustomer: 1\nCustomer: My app is not working yet and tried to renew the subscription but it shows that it already exists.\nCustomer: doesn't work\nCustomer: i need someone can help me with my subscription\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. It looks like you are subscribed via apple. Are you trying to resubscribe via an apple device again. \nCustomer: Hi Marcela. I paid through the app store because when i was trying to do it through Zmodo, it showed the subscription already exist.\nCustomer: but it was expired on 7/21/2024\nHuman Agent: Okay, and when was the last time you were charged? \nCustomer: it was not an automatic payment. I paid the subscription again on 9/12/2024\nHuman Agent: okay can you cancel the subscription via the Apple menu. I can give you the steps if needed \nCustomer: Yes, please. I am not sure if they will refund since i paid with a gift card.\nHuman Agent: It shouldnt charge you again \nHuman Agent: Open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option.\nCustomer: ok, i clicked on cancel subscription.\nHuman Agent: Okay now please resubscribe for the same plan on the same cameras via the Zmodo app\nCustomer: ok, can you help me with that because everytime i tried to do it via the Zmodo app, it didn't allow me\nHuman Agent: it will now that the subscription is cancelled via apple. I cannot subscribe for you from my end. \nCustomer: I went to Zmodo app and it shows I cancel the subscription and it's asking me What made me cancel?\nCustomer: should i select \"I'm having payment issues\"?\nHuman Agent: No, just tap other or cancel. \nCustomer: ok. this is done.\nCustomer: now it is showing as cancelled\nHuman Agent: Okay please resubscribe to same plan from the zmodo app. \nCustomer: ok, should i just click on subscribe?\nHuman Agent: Yes\nCustomer: ok\nCustomer: ok, it is done but it is still not showing that the device does not have a cloud plan subscription\nCustomer: i closed the app and went back again two times\nHuman Agent: PlantaBaja shows it is subscribed \nCustomer: Cool!! it works now\nCustomer: Thank you for that\nHuman Agent: You're welcome, is there anything else we can help with today? \n\nCustomer: no, that was all. Thank you for your help :)\nHuman Agent: I hope you have a great day!\nCustomer: you too."]
["Customer: I want to cancel my subscription \nCustomer: I want to cancel my subscription and it won't let me \nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your subscription to see how you subscribed, one moment. \nHuman Agent: I was able to look up the subsciption. You still had one subsciption active, I was able to cancel it and it will no longer renew in the future for you.\nCustomer: Thank you!\nHuman Agent: No problem. Thank you as well, have a good day"]
["Customer: Hi already paid for a year subscription but caerá is not working\nCustomer: Need support\nCustomer: Please and Thank you\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account, one moment \nCustomer: Yes I did paid for a month but camera is not working can you cancel my subscription please \nHuman Agent: The camera is currently offline, you will have to go through the setup to reconnect the camera. The subscription is just for recording purposes it doesn't make the camera come online again.\nCustomer: D/static_file/67d0412e9a_1_20241211151849.png\nCustomer: D/static_file/991479ad5e_1_20241211152002.png\nCustomer: Please send me the email to cancel subscription thank you\nHuman Agent: There is no email to cancel the subscription, let me look up your account subscription to see how you subscribed, one moment.\nHuman Agent: It looks like your camera subscription is going through apple, I am unable to cancel the subscription for you, you will have to cancel it from your apple subscriptions. You would open your phone settings, click your apple profile, click subscriptions, click on the subscription then tap cancel."]
["Customer: Hi Mira. I have two subscriptions on my account but one isn't working \nCustomer: -1\nCustomer: Live agent \nCustomer: My monthly subscription for the BM Carport camera says it is subscribed but has never allowed me to view past recorded events \nCustomer: When I try to view its says expired. So I go to subscribe again and it says this product is already subscribed\nHuman Agent: There is not a subscription on that camera. It looks like there was a free trial started on 7/8/2024 and it expired on 8/8/2024. \nHuman Agent: Are you trying to subscribe through the mobile app or through the web app? If you are trying to start a monthly subscription on the camera, you will want to do it through the web app since you already have a different subscription through your mobile app. Apple processes that subscription and they only allow one subscription for your Apple account."]
["Customer: How I Can do delete récord\nCustomer: How I Can delete alert\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Deleting an alert will not delete the footage itself, it will still be there, there is no way to delete the footage itself from the app for all users. After the 60 day window the video will overwrite to make room for more footage and that is when the recorded footage will be deleted."]
["Customer: Live agent?\nCustomer: Won’t let me enable any of my 4 devices says they are expired but my payments is up to date and all the cameras work and are updated \nCustomer: I have no idea why they just stopped working on the cloud service \nCustomer: Says error has occurred when I try to enable all 4 of them. I’m on a 4 camera plan for 19.99 a month \nHuman Agent: Hello, you've reached customer care, my name is Kylie. If you are having trouble enabling the cameras for the subscription then you can cancel the subscription in the apple phone settings then re subscribe again to enable them, as long as you choose the same plan, and same pricing then you will not be charged again. \nHuman Agent: It looks like your subscriptions is through your Apple account. Lets start by checking the status of the subscription in your Apple account. \nHuman Agent: To check the status of your subscription managed via Apple. Open the Settings app. Tap your name at the top. Tap Subscriptions, find the subscription then tap on it to see its status.\nCustomer: I checked apple status over the weekend said it was active. I just pulled money out of my account on like the 28th I believe \nCustomer: Last time live agent just re enabled the cameras for me \nCustomer: I just double checked apple account it’s active and renews December 27th \nHuman Agent: Last time you contacted us, we cleared the sub from unbound cameras so you could edit it. We cannot enable the subscription on your devices.\nCustomer: Oh ok well it keeps saying error when I try to enable them I’ve checked everything I can’t figure it out \nHuman Agent: Okay, so if it was not letting you edit the subscription in your app, then you can cancel it here. Then go back to the Zmodo app and tap on Subscribe and select the cameras you want subscribed. If you subscribe to the same subscription and use the same Apple account, it will reactivate the subscription on the devices and will not charge again.\nCustomer: It’s not new cameras it’s the same ones that have been working flawlessly except the one time \nCustomer: I’ll try that real quick"]
["Customer: Agent \nHuman Agent: How can I assist you?\nCustomer: D/static_file/254bde3f99_1_20250109132026.jpeg\nCustomer: As you can see, I paid for my subscription\nCustomer: And it will not move the enable action, because it shows no sub scription\nCustomer: D/static_file/3db5c35a60_1_20250109132147.jpeg\nCustomer: Please help please advise\nHuman Agent: You can cancel the subscription in your Apple account. Then go back to the Zmodo account and resubscribe the cameras. As long as you choose the same plan and use the same Apple account, it will just reactivate the automatic renewal for the subscription and will not charge you again.\nCustomer: Is it going to charge me on Apple and charge me on Zmodo? I think I have already been duped one other time but I did not follow up to make sure I was not charged twice.\nHuman Agent: When you subscribe through the app on your iOS device, Apple manages the payment. As I mentioned, if you choose the same plan and use the same Apple account, it will just reactivate the automatic renewal for the subscription and will not charge you again.\nCustomer: It is very hard to get hold of Apple, the same way it is to get hold of Zmodo you can't talk to live people anymore. Just these stupid AI accounts that don't understand the Situation calling somebody on the phone people need jobs have some communication and figure the situation out .. and then I can't switch screens to try and do a function because then I lose you and I have to start all over again I don't have a full day to put into the situation. This is been going out for weeks really getting agitated. why do I have to go back in and change it? If it's the exact same you're telling me it's the same Apple account I don't want six cameras I only need five now. Why would I go in and change it to renewal sounds like hokey grab my money situation.\nCustomer: Yes, I'm still here\nCustomer: Are you still there?\nCustomer: Hello ?\nHuman Agent: Yes, I am still here. As I mentioned, it would not charge you again. You would subscribe for the same devices and it would not charge you again. So I am not sure what you mean by a \"hokey grab my money situation\" since you would not be paying more money.\nHuman Agent: You can also cancel the subscription at any time prior to renewal and it will continue to record until the end of the subscription and would just expire instead of renewing."]
["Customer: Agent\nCustomer: I want to know why my new Zmodo camera will not get added in my account that I am already paying for it is unable to hook up to the cloud????\nHuman Agent: Hi my name is Wendy.  You are wanting to add a cloud plan to ZMD19H3I8D03925 smart device?\nCustomer: I don’t know how to do this I have down all that it sais start your free trial??\nHuman Agent: You will want to enable to cloud plan on ZMD19H3I8D03925 \nCustomer: I already have a account\nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom."]
["Customer: I bought a new camera But my cloud plan did not transfer to it \nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you trying to move the service from ZMD16LGI7521175 to your new camera?"]
["Customer: Live chat agent\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?\n\nCustomer: I have a quick so my one camera just quit working on me. I purchased a replacement camera. Can I switch the subscription over to the working camera? Thanks \nCustomer: D/static_file/3c1af43ca3_1_20240923132614.png\nCustomer: This camera quit working can I switch the subscription to the new working camera\nHuman Agent: I can move the remaining time in the current subscription, but I would need to cancel the subscription as it is tied to the particular camera. \nCustomer: Okay sure thanks \nCustomer: D/static_file/d035a10a84_1_20240923132858.png\nCustomer: That’s the current new camera that I would like to switch the subscription to\nHuman Agent: Okay let me cancel the subscription, then move the remaining time. \nCustomer: Thanks \nHuman Agent: Okay that has been done \nCustomer: Thank you\nHuman Agent: You're welcome, is there anything else we can help with today?"]
["Customer: Cancel subscription \nHuman Agent: Hello, my name is Grant. I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?"]
["Customer: agent\nHuman Agent: How can I assist you?\nCustomer: want to know the cost for yearly subscription?\nHuman Agent: There are two Cloud Plans. The Premium Plan is $49.99 per device and the Platinum Plan is $99.99 per device. \nHuman Agent: You can tap on the Cloud tab in your app to see all of the information on the cloud plans if you would like. And I would be happy to answer any questions.\nCustomer: went you say device does that mean cameras\nHuman Agent: Yes.\nCustomer: ok currently have 8 camera how long is the subscription trail period?\nHuman Agent: Each camera gets one month of the Premium Plan as a free trial. So if the free trial has not been used on a camera yet, you can tap on \"Start a Cloud Plan free trial today\". Then it will show a list of your devices and any cameras that have the free trial available will let you select them to start the free trial.\nCustomer: Can you tell me if this account as used any free trails?\nHuman Agent: It is not about the account, it is about the cameras. You can tap on the Cloud tab in your app and tap on \"Start a Cloud Plan free trial today\". You will be able to see if the cameras have a free trial available.\nCustomer: ok thanks\nHuman Agent: You're welcome."]
["Customer: Want to renew my subscription \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. As long as you have not cancelled, the subscription will renew automatically on the renewal date which appears to be 11/11/24."]
["Customer: how to change to free basic package\nCustomer: I know pay around $75 a year for a plan now I would like to do the free basic plan thank you\nCustomer: Have some ele help me or cancel it altogether if you don't get my point\nCustomer: Agent\nCustomer: I have no patience\nCustomer: unsubscribe from the cloud service.\nCustomer: How do I stop the automatic renewal and recurring fees for my cloud subscription\nCustomer: I'm on Live chat for that purpose\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. I can cancel the cloud subscription on the 2 cameras. \n\nHuman Agent: The 2 cameras named lolasyard2 and lolasyard\nCustomer: will than stop billing \nHuman Agent: Yes\nHuman Agent: It will not renew \nCustomer: please do that\nHuman Agent: Both cameras have been cancelled. \nCustomer: thank you\nHuman Agent: You're welcome, is there anything else we can help with today?"]
["Customer: I can’t use my camera anymore is asking me to pay\nCustomer: I had this camera for about 3 year and I never pay\nCustomer: Do you have a customer service number?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: If you schedule a call \nCustomer: When would it be?\nHuman Agent: That depends on the timeslots current available, I will send you the call scheduler so you can look and see what times are currently available right now. \nHuman Agent: Let me know if you have any trouble with submitting the callback or have any further questions."]
["Customer: My subscription to the cloud will end on Feb 9_2025.  I will no longer need this after that date.  How do I make sure that they will not renew and charge me automatically?\nCustomer: Do I unsubscribe?\nCustomer: How do I cancel my subscription?\nCustomer: It says there are no subscriptions?\nCustomer: It says renews on Feb 9th\nCustomer: How can I cancel it now so I do not get charged but still have the service till Feb 9th\nCustomer: Agent\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I have two services with you - one ends Feb 9th and the other one April 4th.  I want to make sure that we have the services till the right dates but we do not want to renew.  It says we have no subscriptions?\nCustomer: How can I make sure I do not get charged on those dates?\nHuman Agent: Okay, I found the two subscirptions, it looks like the susbcirption is going through us directly for the processing so I can cancel both of those for you so they do not renew next year. \nHuman Agent: Give me one moment while I cancel both of those for you.\nCustomer: That would be great!  Can you please email us a confirmation that both services will no be renewed on the designated days?\nCustomer: Will we still have the services till those dates?\nHuman Agent: Yes I can do that, I just unsubscribed both of the cameras now, you will have the leftover time on those cameras but once that time runs out they will not renew. \nCustomer: Perfect!  Will you email us the confirmation?\nHuman Agent: Do you want me to email dduchene1953@gmail.com the info or another email instead? \nHuman Agent: Indeed, I said Yes in my previous message.\nCustomer: That email is good.  We will also delete our payment instructions from the mobile app, is that okay?\nHuman Agent: That's fine, it wont use that info anyway as When the cameras are unsubscribed they will no longer renew.\nCustomer: Thank you very much for your help.  \nHuman Agent: No problem, I sent the email now. Have a great day."]
["Customer: Hello, my camera are not registering anymore. But membership is paid\nCustomer: Issue continues connect me with an operator \nHuman Agent: Hi my name is Wendy.  Camera named smart device shows offline.  Is this the camera you are needing help with?\nCustomer: Agent\nHuman Agent: Hi my name is Wendy.  Camera named smart device shows offline.  Is this the camera you are needing help with?\n\nCustomer: Not only\nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: My cameras are not recording anymore \nCustomer: But membership is paid\nHuman Agent: Let me check your account. one moment please\nCustomer: Ok\nHuman Agent: Front 2 & sunset back look like they are recording properly.  back2, side golf cart, and poop pump I just synced these cameras.  I will be able to tell if that fixed the issue in about 15 minutes\nHuman Agent: For ZMD15FADA219247 Smart device.  What color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: Front 2 is not recording I just checked \nCustomer: So neighbor front\nHuman Agent: Okay for back2, side golf cart, and pool pump you will want to enable the cloud plans on these 3 cameras to get them to start recording footage.\n\nGo to the Store tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\nCustomer: Wendy everything is settled but they are not recording \nHuman Agent: Please go to the Store tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\nCustomer: Nothing is working \nCustomer: The only one working is sunset back\nHuman Agent: You are not able to enable the cloud plans?  Could you provide a screenshot of how you are trying to enable the plans?\nCustomer: It's enabled\nCustomer: But it's not recording \nHuman Agent: No all  the plans are not enabled.  \nHuman Agent: You would need to enable the plans on  back2, side golf cart, and pool pump\nCustomer: D/static_file/5516d988f8_1_20250305105501.jpg\nHuman Agent: Change device.  \nCustomer: Only sunset records\nHuman Agent: tap on change device\nCustomer: Front 2 no. And I need that\nHuman Agent: then enable all 5 plans on the cameras you want\nHuman Agent: You only have 2 cameras enabled. you would want to enable the other 3 plans\nCustomer: Yes but only one is recording\nCustomer: Do u understand??\nCustomer: Front 2 is enabled but not recording \nHuman Agent: you need to enable the plans on all 5 cameras. right now you only have two of the plans enabled\nHuman Agent: front 2 is recording correctly\nCustomer: I'm telling you no\nHuman Agent: You can tap on this invite to talk to one of our phone agents so they can talk you through the process if you would like\nCustomer: I'm not able to see any record since last 3 days\nHuman Agent: For front 2, are you tapping on the playback button?\nHuman Agent: then tap on the calendar, choose the date then scroll to the time\nCustomer: I did\nHuman Agent: please provide a screenshot\nCustomer: D/static_file/d175386810_1_20250305105918.jpg\nHuman Agent: no I meant a screenshot of how you are playing back\nHuman Agent: but if you prefer to talk to a phone agent instead that is okay too\nCustomer: D/static_file/3ed74282a9_1_20250305110040.jpg\nCustomer: Really u don't believe me???\nHuman Agent: This is playback for smart device.  This camera is offline so it won't record footage until its online\nHuman Agent: Can you tap on the playback button of front 2?\nCustomer: D/static_file/545f346bbc_1_20250305110149.jpg\nCustomer: When I click it. The playback from this camera it shows the previous screenshot\nHuman Agent: Can you provide a screenshot of what you see when you tap on the playback button?\nHuman Agent: D/static_file/812f49d917_1_20250305110344.png\nCustomer: And then come out this:\nCustomer: D/static_file/d79c095676_1_20250305110358.jpg\nHuman Agent: Do you have these cameras in a group?\nCustomer: This is what I do since years\nHuman Agent: Do you have these cameras in a group?\n\nCustomer: Yes\nHuman Agent: Can you please delete the group? then try and playback front 2\nHuman Agent: Tap on \"settings\" across from \"my devices\" tap on the group and delete"]
["Customer: You canceled my cloud. Why\nCustomer: Agent\nCustomer: Agent\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see how you subscribed\nCustomer: Hi. I paid thru Dec 8 on my visa card\nCustomer: You canceled my cloud today?\nHuman Agent: It looks like your susbcription is going through google for the processor, its showing that it tried to take the payment for the subscription and it failed, it then tried again and due to another failure canceled. You may want to check what billing information you have for your google account. We don't have the ability to cancel google or apple subscriptions on our end so its nothing we did on our side. \nCustomer: I did not pay w Google. I paid you direct w visa\nCustomer: You took $25 on  Nov 8\nCustomer: I paid you for the month. Nov 8 to Dec 8\nHuman Agent: on my end it only shows you have a subscription going through google, when you look at the payment in the statement what company does it say?\nCustomer: In my online billing history  it shows  visa 24.o5 paid to you\nCustomer: I used Google for only Sept.  Visa in Nov\n\nHuman Agent: Okay, can you take a screenshot where it shows the date, amount, and who the payment came from to me in the chat here so I can try to investigate further\nCustomer: D/static_file/aae8e691ad_1_20241120143756.jpg\nCustomer: D/static_file/002eba7e1e_1_20241120143844.jpg\nCustomer: There it is\nCustomer: 5 devices Paid on Nov 8\nHuman Agent: It shows the date, and the amount but it doesn't show the processor or the company, are you able to take another screenshot that shows that? Is this from your bank or from google subscriptions?  where did you take this screenshot from?\nCustomer: Your zmodo app on my PC. In my profile\nCustomer: It's in Your billing history\nCustomer: In my sccount\nCustomer: Shows the visa card in payment information\nHuman Agent: I do see where the last payment for the subscription from google last that they reported to us was for 9/9/2024 for 5 devices for the monthly plan but I do not see any other payments that processed successfully after that, it tried to renew on 10/7/2024 and failed, then tried again and failed again so it canceled. \nCustomer: Forget google!! I paid in your app w visa  9701\nHuman Agent: if your payment information on google is correct you may want to check with your bank to make sure they are not denying the charge, if they are not then I would recommend contacting the processor-Google as to why they had trouble with the renewal to see if they can shed more light on what issue stopped the payment from processing. \nCustomer: D/static_file/78ca441370_1_20241120144719.jpg\nCustomer: See the visa . In your app\nCustomer: You took my $25  from my visa card. Not google\nCustomer: D/static_file/3029a45a2a_1_20241120145008.jpg\nHuman Agent: Okay, I found the issue, it looks like you subscribed then canceled the subscription on google which removed the time on the cameras for the subscription. I will correct this it will take me just one moment. \nCustomer: NOT GOOGLE!!!!\nCustomer: Thank you\nHuman Agent: Please do not yell at me in the chat, if you do not stop this behavior in the chat and do it again I will stop the support and end the chat. \nCustomer: I said thank you \nHuman Agent: the issue is now corrected. The issue and the cameras that were subscribed now have been corrected properly. In the future should you ever change this and subscribe in google be sure to cancel the subscription first before subscribing a camera through the web app. Is there anything else I can assist you with today?\nCustomer: OK. Thanks again\nHuman Agent: Saying thank you afterwards does not absolve what occurred. I was warning you per our customer support rules regarding that behavior.  You are welcome have a great day"]
["Customer: I’m trying to cancel my subscription. Why is this so hard. Please delete my card off the payment information \nCustomer: What’s the agents number bitch because I been doing this shit for months \nCustomer: WHAT THE FUCK IS THE NUMBER BITCH\nCustomer: AGENT \nCustomer: AGENT \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I look up your account. \nHuman Agent: It looks like you're subscribed through Google so you would need to cancel from your Google subscriptions. Here is a link with more information on how you may do that. https://support.google.com/googleplay/answer/7018481\nCustomer: Why the fuck can’t you just remove or change the fucking card \nHuman Agent: Because your billing is through Google, not us, so we do not have access to your card information. You will need to cancel or handle payment method changes through Google. If you want to change your payment method instead, here is a link with more information on how you may do that. https://support.google.com/googleplay/answer/4646404"]
["Customer: Cancel membership to cloud \nCustomer: Agent\nCustomer: Hi I would like to cancel the cloud storage membership \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up the account here to see how you subscribed, one moment.\nCustomer: No problem \nCustomer: Hello?\nHuman Agent: I was able to successfully cancel the subscription you had, it will now no longer renew. The last date of service will be 2024-12-20\nCustomer: Thank you! \nHuman Agent: No problem, anything else I can assist you with before we go today?"]
["Customer: I am trying to cancel all subscriptions for the zmodo cameras. I no longer use these cameras\nHuman Agent: Hi my name is Wendy.\nHuman Agent: Cloud plan on ZMD17ARI8202862 Beach cam is through your Google play account.\nHuman Agent: I am unable to cancel the subscription on my end, as you are subscribed via Google but you can follow this guide on how to cancel your subscription via Google. https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid\n\nHuman Agent: You also have active cloud plans on unbound cameras ZMD16H3IA200331 , ZMD16H3IA200018.  I have cancelled these two cloud plans for you so they will no longer renew.\nHuman Agent: When the camera/s were removed from the account a message would have popped up asking if you wanted to cancel the cloud plan or not. If you chose no, the cloud plan/s would continue to auto renew on the renewal date.\n\nTo avoid future billing, you must cancel your subscription before the next renewal date. Cloud subscription plans are not eligible for refunds. After cancellation you will continue to enjoy access to the cloud plan until the last day of your current subscription period. After the subscription period ends, you will no longer be billed the recurring subscription fees, and your cloud recordings will be permanently deleted and will no longer be accessible to you."]
["Human Agent: Set up\nHuman Agent: Soport\nHuman Agent: Agent\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?\nHuman Agent: Do you speak spanish\nHuman Agent: Si \nHuman Agent: Hola estoy inscrito en el plan de 50 por año pero quiero cambiarme al plan de 100 ,pero mi suscripción vence hasta abril del año que biene la pregunta es si puedo actualizar mi plan y pagar la diferencia \nHuman Agent: Tendría que cancelar la suscripción y, luego, tendríamos que eliminar el tiempo de servicio si desea suscribirse de inmediato. No se realizará ningún reembolso.\nHuman Agent: Ok se puede hacer sin que se interrumpa el servicio y también si estoy fuera de casa para configurar las cámaras \n\nHuman Agent: La nube estará inactiva mientras usted se suscribe al nuevo servicio. No es necesario estar en la ubicación de las cámaras.\nHuman Agent: Hola\nHuman Agent: La nube estará inactiva mientras usted se suscribe al nuevo servicio. No es necesario estar en la ubicación de las cámaras.\nHuman Agent: Cuantas cámaras puedo tener en el plan platium\nHuman Agent: El plan de 30 dias o el plan de continous de Smartz \nHuman Agent: Por año\nHuman Agent: Si me pudiera explicar la diferencia se lo agradeceria\nHuman Agent: ¿entre que planes?\nHuman Agent: En el plan de$100 por año\nHuman Agent: Plan continuos y smartz\nHuman Agent: El plan continuo almacena grabaciones durante 60 días. Graba cuando la cámara detecta movimiento; de lo contrario, toma una fotografía cada 10 segundos.\nHuman Agent: El plan continuo es vía smartz\nHuman Agent: El plan platino es a través de Zmodo y almacena grabaciones durante 30 días, el costo es por cámara, no por paquete, como Smartz."]
["Customer: Troubleshooting\nCustomer: Agent\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\n\nCustomer: Hey Kylie\nCustomer: So I downloaded the new app recently and signed up for what I thought was a new more affordable plan. Come to find out all I have is motion detection instead of continuous coverage like I used to.\nHuman Agent: Okay, to switch plans you would unsubscribe then resubscribe to the plan you desire. \nCustomer: Okay I don't see those plans offered anymore. Was $4.99 per month for continuous coverage and 30-day look back. Where do I find them\nHuman Agent: When you go to the cloud section what options do you currently see?\nCustomer: And does that work with the new app?\nCustomer: On the new app or the old?\nHuman Agent: The 7 day and 30 day plans are only able to be subscribed from the Zmodo app. \nCustomer: Hello\nHuman Agent: Yes, I sent a message above, I will resend it. \"The 7 day and 30 day plans are only able to be subscribed from the Zmodo app. \"\nCustomer: Okay but both are continuous recording?\nCustomer: I'm very confused by the two different apps. Can you tell me how much for all devices to be on continuous record on the zmodo app?\nCustomer: D/static_file/fb0fd19c86_1_20241122171623.jpg\nCustomer: D/static_file/ab57f35976_1_20241122171629.jpg\nHuman Agent: On the Zmodo app it is priced camera, you can see what the price is when you click the plan, select monthly or yearly then select each camera, it will show what the total price will be.\nCustomer: It tells me that I am already subscribed on seven of the devices and only one available to subscribe to?\nCustomer: D/static_file/7970f2a363_1_20241122171832.jpg\nCustomer: It also tells me that I have unlimited devices on premium for $9.99 per month?\nHuman Agent: did you cancel the previous plan? you would have to cancel that first before resubscribing.\nHuman Agent: I am not sure what plan you had previously, if you go to your google account subscription's you can see what plan you have there. \nCustomer: So I would need to cancel the one on SMARTZ first?\nHuman Agent: You would cancel the current subscription if you wish to resubscribe to a different plan yes, you would do that in your google subscription's area \nCustomer: How do I speak to someone live about this please?\nCustomer: I feel that we could do in a 5-minute conversation what is going to take us hours to do by chat\nHuman Agent: We do not have an inbound number to call, but we do have outbound calling done via schedule, I can send you our call scheduler int he chat so you can schedule to speak with a rep over the phone\nHuman Agent: I sent the call scheduler now\nCustomer: I'm not sure what that means\nHuman Agent: What part is confusing?\nHuman Agent: You have to schedule for us to call you, I sent the call scheduler into the chat so you can do that. \nCustomer: Ok\nHuman Agent: let me know if you have trouble with scheduling at all."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Need cloud service for Front Right camera. Free trial expired today\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If the free trial ended you would have to subscribe the camera to get the cloud service again.\nCustomer: I'm trying to subsribe, but yor system wants to add a camera that i already paid for\nHuman Agent: Yes, this is because you already have 1 camera subscribed that goes through google fro the processor, if you try to subscribe more cameras it will charge you for all the cameras subscribed through google then google will give you prorate afterwards for the price difference. \nCustomer: hello!\nCustomer: I have 3 cameras already subscribed.  I only have to pay for one and can't\nHuman Agent: I replied above, if you do not see my message I can resend it again\nHuman Agent: \"Yes, this is because you already have 1 camera subscribed that goes through google for the processor, if you try to subscribe more cameras it will charge you for all the cameras subscribed through google then google will give you prorate afterwards for the price difference. \"\nCustomer: then I go ahead and pay for 2?\nHuman Agent: Yes.\nCustomer: Thanks!\nHuman Agent: No problem, thank you as well have a good night."]
["Customer: Cancel membership\nCustomer: Agen\nCustomer: Agent\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?"]
["Customer: I would like to speak to a representative\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\n\nCustomer: Why are my enabled cameras not recording \nCustomer: Hello ???\nCustomer: Agent \nCustomer: -1\nCustomer: -1\nHuman Agent: Which cameras are you having trouble with the recording what are the names?\nCustomer: Polebarn\nWest shop drive\nPole barn drive\nFence drive shop\n\n\nCustomer: None of my recording is available even though I have a paid contract. My question is why.??\nHuman Agent: dd, on my end it shows the camera is online and has been recording, what happens when you click playback on them?\nCustomer: Yes, I am waiting for something to happen\nHuman Agent: Can you send me a screenshot of how it looks for you after you click playback?"]
["Customer: I have subscription not getting 24 playback for one out of two cameras \nCustomer: -1\nCustomer: Agent\nHuman Agent: Which camera are you not able to view the Playback footage from?\nCustomer: Have paid for subscription for 2 cameras only getting 247 playback  for one\nCustomer: Garage \nHuman Agent: Alright, I synced and restarted that camera. The camera should take a minute to reboot and then it should start recording when it reconnects. It usually starts showing recorded footage within about 10 minutes, however, it sometimes takes up to 60 minutes for the camera to record a small backlog of footage to start showing the video.\nCustomer: OK thank you I'll let someone know if it's not thank that's all \nHuman Agent: Please keep an eye on it and do not hesitate to contact us if it does not resolve and you need further assistance.\nHuman Agent: You're welcome."]
["Customer: I need to cancel my cloud subscription \nCustomer: Cancel my cloud subscription \nCustomer: Agent\nCustomer: Agent \nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: Agent\nHuman Agent: You have been connected with a Customer Care Agent. Did you receive my previous message about canceling your subscription? I will send it again in case it did not go through.\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?"]
["Customer: Hi One question Why O have to pay separate bills on my account with 3 cámaras ,2 cámaras in One bill the 3rd one on other bill \nCustomer: I have all 3 in one account \nCustomer: Customer support please \nCustomer: Ok\nCustomer: Are you there \nHuman Agent: It looks like you had a subscription for two cameras that have been subscribed for a few years. That subscription is for two devices. Then you added a third camera, so you would need to start a subscription for that camera since it was not included on the other subscription for two cameras.\nCustomer: Could you put them together in one Bill \nHuman Agent: If you want to combine the cameras in to one subscription, then you can cancel the subscriptions. Then once they are expired, you can start a new subscription for all 3 cameras.\nCustomer: Or I has to be separate bills \nHuman Agent: You would lose the discount that you have on the subscription for two devices, however.\nCustomer: Ok thanks \nHuman Agent: You're welcome.\nCustomer: Don't worry thank you for the explanation"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Hi\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: I am having problema i pais for this subscription but what is the diference between Zmartz Eazy and Zmodo?\nCustomer: Hello \nHuman Agent: I don't see any active subscriptions on your account currently. Zmodo and Smartz are different apps with different plan options, though many of the features will be the same. One moment and I'll detail some of the differences. \nCustomer: I have both and paíd subscription on Smartz but looks is nothing in there and go to Zmodo and subscription is there but Smartz i Can se al my CAMs y same screen and Can not do that on Zmodo i am confused \nCustomer: D/static_file/d392ee08e8_1_20241206151728.png\nHuman Agent: Zmodo cloud plans and Smartz's platinum plan record all motion as video and do a screenshot every 10 seconds when there is no motion. Zmodo's Clip plan and Smartz's plus and premium plans record all motion as video, but do not do the screenshot every 10 seconds. \n\nZmodo's premium plan holds footage 7 days, platinum holds it 30 days, and clips holds it 60 days. Smartz plus holds footage 30 days while premium and platinum hold footage 60 days. \n\nBeyond that all plans would have access to AI alerts and the plans with the screenshots every 10 seconds when there is no motion would also have access to a sped up version of the day's events called flashback. Smartz plans also have AI clipping options, but Zmodo does not have that. \nHuman Agent: I'm not seeing any record of this subscription currently. Did you just subscribe a moment ago? Did you do the subscription in the app or on a website?\nCustomer: I would like to do 30 days storage on Zmartz cuz o Zmodo Can not see my CAMs on one screen, just i Can see vídeos like alerta movements \nCustomer: I did on the app i was charged for    9.99 \nCustomer: Rigth there is not récords, and have the subscription and Zmartz there amor subscription and lot o videos for today only \nHuman Agent: The plan shown in your screenshot is the Smartz platinum plan, though the screenshot shows it expired last month. Were you charged again since then?\nCustomer: The pic that sent you in the app Zmodo Zmartz does not show anu subscription \nHuman Agent: Are you on Android or an iPhone?\nCustomer: How do i fix this ? iPhone\nHuman Agent: Can you please go to your subscriptions on your phone and show me what is listed there? To get there you can open your Settings app, tap your name, then tap Subscriptions. \nCustomer: How do I Fix this if i paid but on Zmartz does not show subscription?\nHuman Agent: I'll need more information first to better look into this. Can you please go to your subscriptions on your phone and show me what is listed there? To get there you can open your Settings app, tap your name, then tap Subscriptions. \nCustomer: I dont know why no one Can help me trying to fix this and spoke with another persone yesterday and leave  me alone \nDid not answer any more so i Can see today will be the same \nHuman Agent: I'm happy to help, but as I mentioned I'll need more information first to better look into this. Are you able to send the screenshot I requested previously?"]
["Customer: OMG another machine \nCustomer: -1\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?\nCustomer: Se my camera system is des connected \nFrom that end I did all they told me and it is active until 1 April 2025\nHuman Agent: When you cancel the subscription, you will still have the remaining subscription time that was paid for. When canceled,  the subscription will not renew and will expire after the subscription time ends."]
["Customer: Change plan on one camera.\nCustomer: The cloud plan it keeps telling me I can't.\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Which camera are you trying to change the plan on and what plan are you trying to get?\nCustomer: The backyard camera I want to change it to the 4.99 a month plan.\nCustomer: I don't need cloud on it all of the time. So I want to use monthly.\nHuman Agent: That camera doesn't seem to have a plan currently. If you would like to add it to the monthly premium plan you have on upper drive you should be able to go to the cloud section on a phone you're logged into the same google account with, choose subscribe after selecting the plan, select the upper drive and backyard cameras to upgrade to have both of them subscribed, then finish subscribing. \nCustomer: I do not want it on the upper drive right now only on the backyard and every time I try it tells me that I cannot change the plan I tried what you just said\nCustomer: Hello are u there\nHuman Agent: Yes, I am still here. \nHuman Agent: You already have it on upper drive. If you are wanting it moved off of that camera, you can go to the loud section, hit view details on your plan, then edit next to enabled devices to deselect that camera and then select the backyard camera. \nCustomer: It says it's canceled on the upper drive\nHuman Agent: Did you hit view details on your subscription listed in the cloud section?\nCustomer: Yes\nCustomer: You're making it sound like they're both in the same subscription and they are not they are separate cameras so they should have separate subscriptions\nHuman Agent: What I'm saying is that you have a plan for 1 device on the monthly premium plan through Google which you currently have assigned to upper drive. You do not have any plan assigned to backyard. You can move the service around to other devices instead on your 1 device plan so I'm referring to moving it from the upper drive to the backyard as you said you do not want it on upper drive. Can you send me a screenshot of what you're seeing when you try to go to view details and edit the enabled devices?\nCustomer: Okay I can't do anything and talk to you or I lose the chat but you are wrong I have already tried this and I do not want to transfer a subscription I want to make new. On that camera only\nCustomer: That camera has never been on a subscription it only has the free trial so why does it say I cannot change the subscription.\nHuman Agent: The chat stays active for 7 minutes from your last reply so you can freely leave and come back. \n\nI told you previously how you may add it to your subscription, but you noted you do not want upper drive to be subscribed so you didn't want to do that. \nCustomer: My phone number is 865-306-4074 when you figure it out give me a call if you can't figure it out then maybe I need to change services and cameras. I cannot sit here on chat all day. You're not reading me right I don't want to transfer I want a separate different subscription for the backyard camera.\nCustomer: The upper drive camera has nothing to do with the backyard camera so why should I mess with it I'm not going to mess with it if I cannot deal with each camera separately I will change companies and cameras.\nHuman Agent: If you'd like to schedule a call for a future time you may do so via the link below. I had previously explained how you may add that camera to your subscription, but you said you do not want to have upper drive subscribed which was why I recommended transferring it since the subscription is already applied to that camera. If you want to leave the subscription active on upper drive, you would need to choose subscribe and choose both devices. If you do not want upper drive subscribed, you would need to transfer the service from your 1 device subscription from upper drive to backyard. \nCustomer: See like I said you're not reading me right I tried that already I tried just adding the backyard camera too the upper drive camera subscription and activating both on the 4.99 a month plan but it told me the same thing that it cannot change the subscription.\nHuman Agent: It sounded like previously you were only selecting the backyard camera rather than both. Can you send me a screenshot of what it shows you when you select both cameras?\nCustomer: I'm not scheduling a call I've already tried talking to you if you do not give me a call I'm not explaining this all over again if you can't call me I'll just change companies.\nHuman Agent: You may schedule a call if you would like, but we would not be calling otherwise. \nCustomer: Like I said if I leave the chat room I lose you and I have to explain everything all over again I'm not doing that maybe I should just change companies.\nHuman Agent: As I previously explained the chat remains active for 7 minutes from the last message time. You may freely leave and come back without losing the chat so long as you return and reply within that time frame. \nCustomer: These these cameras are going obsolete anyway since they only work on 2.4 gigahertz. And the reason that I don't subscribe on all cameras is because your cloud is expensive.\nCustomer: I keep having to reset them it's a power goes off or if there is a flicker.. and one of them has already totally quit.\nCustomer: And you don't seem to care whether you get my business or not so if that's the way customer service thinks I don't want to deal with you anyway.\nHuman Agent: It sounds like you may have a misconception regarding 2.4Ghz networks. Generally all modern routers are capable of broadcasting 2.4Ghz networks and 2.4Ghz networks are all that are available to use here as they are the better network choice for devices like this. 2.4Ghz networks have superior range and penetrative ability while 5Ghz networks have better speed. The extra speed is not necessary here, but the range is when dealing with cameras that are often a good ways from the router. We previously had cameras compatible with both, but it generally resulted in people mistakenly believing 5Ghz networks were simply better which resulted in connection issues due to poor signal. \nHuman Agent: I'm happy to help you, but I would need more information since you said it won't let you. Please try going through and selecting both and provide a screenshot of the error you're getting. You may also arrange for a future callback if you would prefer that. \nCustomer: D/static_file/654550e901_1_20241112113839.png\nHuman Agent: That shows you have only selected one camera rather than both as we had discussed. \nCustomer: I told you I don't want to select both I only want the backyard activated I only tried selecting both to see if it would work but it did not it said the same thing.\nHuman Agent: If you only want the backyard subscribed and do not want the upper drive subscribed any longer as you already have, then at that point I had noted you would need to edit the enabled devices to move the service from upper drive to backyard. If you want to keep your subscription on upper drive active and add a subscription on backyard, you would need to select both here as you already have the plan on the one and would be adding the other to it. The reason it is failing is because you are choosing the same plan you already have there. \nCustomer: D/static_file/2b94b98eaa_1_20241112114327.png\nCustomer: Do you still think I'm wrong.\nHuman Agent: Is your phone logged in using the same Google account and do you still have your payment method active on the Google account?\nCustomer: It's the same google acct. I use payment method all of the time. It does not give me the the option to see the payment method.\nHuman Agent: You can check the payment method in your Google account. https://support.google.com/googleplay/answer/4646404\nCustomer: I know my payment method on Google are good I was asking about the payment method on zmodo.\nHuman Agent: You're subscribed through Google. Your Zmodo payment method for this subscription is your Google payment method. Choosing the same plan can cause error, but you can also receive the error when you do not have an active card (for example only credit or something of that nature rather than an outside payment source) so I also wanted to check on that. \nCustomer: Oh it should be the same with y'all you don't answer within 2 minutes"]
["Customer: Set up\nCustomer: I would like to add two outdoor cameras, and turn off two indoor cameras not needed. I wanted to maintain my current subscription but make the switch in camera's. Thanks \nCustomer: I will try tomorrow, thanks \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. For your cameras subscribed through Google, you can move the service between cameras by going to the store tab of the app, hitting view details on your plan, then edit next to enabled devices."]
["Customer: We paid in July for 1 year of cloud subscription.  It states its expired. We will renew this July. Why does it say it's expired now \nCustomer: How do qe contact customer support \nCustomer: Hello Grant are you an actual agent that can assist?\nCustomer: Or are you a bot\nHuman Agent: I am a Customer Care Agent and I am taking a look at your account.\nCustomer: Thanks\nCustomer: Any idea what happened?\nHuman Agent: Yes, thank you for your patience. I just checked and it looks like that charge was disputed and you won the dispute, so the charge would have been refunded and the subscription would have been removed from the devices.\nCustomer: Ohhh\nCustomer: OK can I resubscribe?\nHuman Agent: You should be able to start a new subscription through your mobile app or the web app."]
["Customer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: hello I have a problem with the cloud subscription of my 3 devices I am being charged but nothing is saved in the cloud nor do I have the smart alerts \nHuman Agent: One moment as I look into this. \nHuman Agent: Please go to your Google subscriptions, cancel the plan, then resubscribe to the same exact plan in the app. So long as you choose the same plan and use the same account, it just turns renewal back on rather than charging again. This should hopefully help to send the information on the sub to our servers to correct the issue. \nCustomer: Ok\nHuman Agent: Thanks, let me know once you have finished this process."]
["Customer: I don't need my Zmodo camera any longer so I would like to unsubscribe. Unfortunately I'm having difficulty doing that. \nPlease let me know the easiest way to cancel. \nThanks \nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like for the subscription the processor is Google, I am not able to cancel the subscription from my end due to this. You will need to cancel from the google subscriptions area. To get there, open the play store, click your google profile in the top right, choose subscriptions then tap on the subscription and chose cancel, you will know it is canceled successfully when it shows an expiring date."]
["Customer: Hi I need to delete 2 devices and subscription only want the 2 devices that are on the app now \nCustomer: There not showing up in me cloud section \nHuman Agent: Hi my name is Wendy.  \nHuman Agent: In order to change your subscription you can go to the cloud tab in the app, choose to subscribe, and then subscribe for only the two cameras you want subscribed. As it is a downgrade, the next renewal date would then roll into your new 2 camera subscription. If you would prefer to cancel entirely, you would do so from your Apple subscriptions. https://support.apple.com/en-us/HT202039"]
["Customer: Hi, yes my camera that I have cloud subscription on broke can I transfer to another camera?\nCustomer: Yes need to transfer \nCustomer: Cloud subscription to another camera \nCustomer: Yes \nCustomer: What do I do if my camera broke that has cloud subscription \nCustomer: How do I replace broken camera\nCustomer: Thank you\nHuman Agent: Which camera is subscribed that is no longer working?\nCustomer: I had took it off \nCustomer: It was living room cam when UT was setup\nCustomer: It*\nHuman Agent: Do you still have the camera?\nCustomer: No I threw it away it was beyond repair\nCustomer: And kinda old\nHuman Agent: Alright, you will have to give me a few minutes to see if I can find the camera or the subscription.\nCustomer: Ok thank yoi\nHuman Agent: Is there an email address you may have used as a billing email for the subscription?\nCustomer: hhernandez806@yahoo.com\nCustomer: I think that's it\nHuman Agent: Alright, let me take a look.\nCustomer: Ok\nHuman Agent: Thank you for your patience. I believe I have found the camera. I can move the remaining subscription time to another camera. Which camera on your account would you like the subscription time moved to?"]
["Customer: Billinh\nCustomer: Billing\nCustomer: Agent\nCustomer: I was charged for 2 cameras and I only have 1 connected. I don't know why all of a sudden. You're charging me for 2 again.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like for the subscription the processor is Google, I am not able to cancel or change your plan from my end due to this. You will need to cancel or adjust the plan from the google subscriptions area. To get there, open the play store, click your google profile in the top right, choose subscriptions then tap on the subscription and chose cancel or choose the change plan option, If you do choose to cancel you will know it is canceled successfully when it shows an expiring date. \nCustomer: Well, it shouldn't have done it anyways, if you look at last month it only charged me for one camera.Why all of a sudden?Is this happening again\nHuman Agent: You have the plan set to a 2 device plan. \nCustomer: No I don't. I got a email from zumodo Saying that.\nThey got it fixed\nCustomer: Okay so I go where to fix this\nCustomer: Why do I go to the Google Play Store to choose my profile??\nHuman Agent: If you go to your google subscription area you can see all the billing details there, You would go to your google profile then select subscriptions. You would go there because google is the payment processor."]
["Customer: I am being billed and I do not have any current subscriptions\nCustomer: Help\nCustomer: I am being billed and I do not have any subscriptions\n\nCustomer: Agent\n\nCustomer: Ok\nHuman Agent: You have two subscriptions. Both are a Yearly Premium Plan for one device. Would you like me to cancel both of the subscriptions?\nCustomer: Yes.... I do not see either one of those on my account on the website or app. Yes cancel them both. \nHuman Agent: It looks like you removed the cameras from your account at some point in the past. I have canceled the subscriptions and they will not renew again. Do you have any questions?\nCustomer: No thanks. \nHuman Agent: You're welcome."]
["Customer: Iive agent to  speak to \nCustomer: Ok\nHuman Agent: How can I assist you?\nCustomer: I'm being charged for 2 cameras and I only have one camera that works. I need to charge my plan to for just one camera\nCustomer: Change my plan I meant to say \nHuman Agent: You can go to the cloud tab and tap on Subscribe and downgrade it to just one device. You may need to cancel the subscription through your Google account first if it does not let you downgrade in your app. \nCustomer: Are you still there \nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option.\n\nIf you do not have access to an android device currently you can follow this guide on how to cancel your subscription via Google. https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid\nCustomer: I have tried that many times and I'm still unable to cancel the plan \nHuman Agent: Okay, what do you see in your Google account?\nCustomer: I don't know how to pull up my Google account for zmodo\nHuman Agent: Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: Yes \nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option."]
["Customer: Good morning, please cancell my cloud account and refund balance.  Renewed subscription last month for 1 year.  No longer needed.  Thanks\nCustomer: Agent\nHuman Agent: One moment while I review your account and look at your subscription.\nHuman Agent: It looks like the subscriptions were canceled already when you contacted us last week. The representative you spoke with canceled the subscription so that they will not renew again. \nHuman Agent: They also moved the remaining subscription time to the two cameras that had been on your account at that time. However, it looks like you removed the cameras from your account since then.\nCustomer: I had a hard time activating the 4 new cameras.  They were not supported by my current wifi.  Will try to get different cameras and try again.  So please cancell my cloud  account\nHuman Agent: The cameras connect to the 2.4 GHz Wi-Fi network. Nearly all small office or home router will make the 2.4 GHz and 5 GHz Wi-Fi networks by default, and if they do not, then it can be turned on in the settings. The Cloud subscription was already canceled by the previous representative when you contacted us last week. The subscription will not renew again.\nCustomer: Will the balance be refunded?\nHuman Agent: Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date.\nCustomer: Thanks, please ensure my subscription is tagged for no renewal.  \nHuman Agent: That is what happens when the subscription is canceled. As I mentioned in my previous messages, the subscription will not renew again.\nCustomer: Thanks\nHuman Agent: You're welcome."]
["Customer: I have not had a subscription for awhile now and I'm still getting charge !!!!!! Why is that??\nCustomer: No subscription \nCustomer: -1\nCustomer: Stop charging me\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Contact person\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I review your account. \nCustomer: Ok\nHuman Agent: It looks like a device was still subscribed. I've assisted with cancellation so it will not renew further. \nCustomer: Awsome thank you very much . I'm happy with how easy that was and I really appreciate it \nHuman Agent: No problem, anything else I can assist you with for now?\nCustomer: Nope that is all thank you again\nHuman Agent: No problem. Have a good evening!"]
["Customer: Cancel my subscription \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like you're subscribed via Google so you would need to cancel from your Google subscriptions. Here is a link with information on how to cancel a Google subscription. https://support.google.com/googleplay/answer/7018481"]
["Customer: I have questions about getting my cameras all on one account\nCustomer: Need a live person\nCustomer: agent\nCustomer: Thanks\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Whats your question?\nCustomer: I need to figure out how to get all of my cameras, especially the one I just hooked up a few minutes ago on the same plan so I can have unlimited service for all my cameras\nCustomer: They should all be on a continuous plan- \nHuman Agent: Okay, Did you subscirbe them on this account sullivanterrie4@gmail.com or on another account?\nCustomer: yes\nHuman Agent: I asked two questions, which is it?\nCustomer: Sullivanterrie4@gmail.com\nHuman Agent: Okay, While you are logged into the smartz app you would go to the cloud section, then next to susbcriptions you would click view details or edit, after that you would select the cameras you want on the sub and tap enable. Once enabled it will show them on the list in that cloud section under the sub.\nHuman Agent: If you have trouble with that let me know.\nCustomer: I have 2 cameras that show they are available, however, I cannot choose them\nCustomer: Downstairs MP and MP Bay 1\nHuman Agent: Okay, can you Go to your phone settings, click your apple profile, click subsicptions then take a screenshot of what it shows there and send it to me?\nCustomer: okay, looking now\nHuman Agent: Okay\nCustomer: D/static_file/44b7ac7c6e_1_20250109172043.jpg\nCustomer: I do NOT know how I ended up with the one that expires on Dec 29, I thought I was putting them all onto one plan. Damn.\nCustomer: Every camera was supposed to be on the first plan\nHuman Agent: Okay, you cant have two plans at once with smartz eaze it confuses the app it and sounds like is what is causing the issue as apple only lets you have one plan active in the app at a time. So you would cancel the one you do not want (sounds like its the clips plan as you said you wanted continuous) then you would try closing the app and reopening it to see if the enable option is there, If it is not then you would have to cancel the continuous plan then resubscribe to the plan, as long as you select the same plan, same price it should not charge youa gain and will just enable to cameras again and allow you to enable them in the future as well.\nCustomer: I had already canceled the Dec 29 one, It shows cancelled, but I will close out of the app and follow your directions.\nHuman Agent: Okay, if you have trouble just let me know\nCustomer: okay, I logged out of the app and went back in. It will not allow me to assign any cameras to the plan that end in September (continuous). It says that all but 3 of these are subscribed, but they are grayed out and say they are subscribed. I assume for the clips that I cancelled.  Then there are 2 available, but it will not allow me to choose them."]
["Customer: I would like to add another camera to my subscription\nCustomer: I want to add another camera to my subscription plan. I just recently renewed my subscription. How do I add a camera?\nCustomer: I see where it says add camera, but is it going to charge me for all of my cameras? I just subscribed again.\nCustomer: OK, so I just paid 250 for the year for my five cameras now I’m going to add a six camera and it says $299 so I’m not gonna be charged $299 again just the $50 yearly for the one camera\nCustomer: Ok\nCustomer: So it says it’s going to charge me 299 and then send me a refund for the remaining subscription\nCustomer: I like to call and speak to somebody\nCustomer: Ok\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. As long as you're still using the same Apple account, if you go to the cloud section of the app, choose the plan you want, then choose subscribe, you'll then want to select all 6 cameras, then proceed through the subscription. It would then issue a prorated refund for the time remaining in the old plan and charge you for the new plan for all 6 devices."]
["Customer: I have been contacted by my local police department and they are requesting camera footage from September 15th 2024. How can I have change\nCustomer: -1\nCustomer: I have been contacted by my local police department who is requesting camera footage from September 15th 2024 how can I obtain that\nHuman Agent: Hello, My name is Marcela. It would not be possible as you only have the 7 day cloud plan, the footage from the 15th has already been removed. \nCustomer: Can they subpoena the information\nHuman Agent: They can submit a subpoena, but we do not have any footage stored as that would be storing footage with out your permission or knowledge which we do not do. \nCustomer: Ok thanks \nHuman Agent: You're welcome, is there anything else we can answer today?"]
["Customer: I don't own or even live at the place my cameras were. Please deactivate my subscription and stop any automatic billing. Thank you.\nCustomer: Please connect me to a live chat agent \nCustomer: Thanks \nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: No but I will try to do. I'm not very knowledgeable about these things.\nHuman Agent: If you do not have access to an android device currently you can follow this guide on how to cancel your subscription via Google. https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid"]
["Customer: Hello\nCustomer: I need to cancel this service. \nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up and see how you subscribed. one moment.\nHuman Agent: I was able to cancel one cameras subscription that was going through us for the processing, however you also have 3 other cameras that are subscribed and they are using the processor Google, I am unable top cancel those from my side due to this. To cancel you will need to open the play store, click your google profile in the top right, select subscriptions then select the subscription and choose cancel. You will know it is successfully canceled when it shows an expiring date on it."]
["Customer: When is my bill due?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. You can go to the cloud section of the app then scroll down to subscriptions to view the renewal info, you can also find this in the Me section of the app under payment management typically as well."]
["Customer: Cancel subscription \nHuman Agent: Hi my name is Wendy\n\nI am unable to cancel the subscription on my end, as you are subscribed via Apple but you can follow this guide on how to cancel your subscription via Apple. https://support.apple.com/en-us/HT202039"]
["Customer: Cancel service \nCustomer: Agent\nHuman Agent: I took a look at your account and it looks like the subscription on your account is canceled. It looks like you had a PayPal subscription that failed to renew and then later started an Apple subscription, and that was canceled. \nHuman Agent: To check the status of your subscription managed via Apple. Open the Settings app. Tap your name at the top. Tap Subscriptions, find the subscription then tap on it to see its status.\nCustomer: Agent \nHuman Agent: You are already connected with a Customer Care Agent. Did you receive my previous messages?"]
["Customer: Billing \nCustomer: Agent\nCustomer: Agent \nHuman Agent: How can I assist you?\nCustomer: Hello! I selected the 7 day free trial cloud service on Nov 29 and there is a $99 charge on my card already\nHuman Agent: Looking at your account, it looks like you started the free trial on three of the cameras on your account. The other two cameras you subscribed to the Yearly Premium Plan.\nCustomer: Oh no that's a mistake \nCustomer: It was giving me a hard time to start free trial and I kept going back and forth and the app kept freezing \nHuman Agent: If it was not letting you use the free trial on those two cameras, then the free trial may have already been used on those cameras.\nCustomer: I have never tried the free trial until that day\nHuman Agent: It is possible that it had been started in the past and you just did not remember. Or that you selected the wrong thing if you were going back and forth in the app.\nCustomer: Def selected the wrong thing, it was a mistake \nCustomer: Can you cancel it\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: Yes\nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option.\nCustomer: Ok\nCustomer: Upon cancelation is there a refund?\nHuman Agent: Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date. You will still have the remaining subscription time that was paid for. The subscription will not renew at the end of the subscription time and will expire."]
["Customer: Cancel subscription please\nCustomer: Cancel my subscription please\nCustomer: Agent\nCustomer: Thank you\nHuman Agent: Let me take a looks at your account.\nCustomer: Please cancel my subscription, my mother has passed and we no longer need it. \nCustomer: Hello?\nHuman Agent: Thank you for your patience. There is a Monthly Platinum Plan for 5 devices on your account. I have canceled the subscription and it will not renew again.\nCustomer: Thank you. Have a nice day. \nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: I would like to know if the renewal of my cameras has already been charged and how much I paid.\nHuman Agent: Hello,\n\nIt looks like your cloud plans renewed this morning.  (6) cameras on the 7-day yearly plan.  $299.99\nHuman Agent: Apple should email you the cloud plan subscription receipt as well.  Check your email for the cloud receipt"]
["Customer: Cancel my subscription \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like you're subscribed via Apple so you would need to cancel in your Apple subscriptions. Here is a link with information on how to do that. https://support.apple.com/en-us/118428"]
["Customer: Currently I'm not subscribed to service, however, if I subscribe now will I have access to historic footage from 02/28?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Subscriptions start recordings only once you have subscribed and do not unlock any previous footage since the devices would not have been recording prior to that. \nCustomer: Are you able to confirm I will have access to footage from 11:08 to 11:10 on 02/28 if I subscribed now?\nCustomer: K\nHuman Agent: As I mentioned, subscriptions do not unlock any past footage as the recording starts only once you subscribe."]
["Customer: Hello - I need to cancel my account.\nCustomer: Hi Mira - What information do you need?\nCustomer: dsandiford@verizon.net\nCustomer: I need to cancel or unsubscribe to my current account\nCustomer: Agent\nCustomer: \"agent\"\nCustomer: Hi Grant\nCustomer: I'm need to cancel or unsubscribe to my subscription.\nHuman Agent: Let me take a look at your account.\nHuman Agent: I see two subscriptions on your account. The first is a Monthly Premium Plan for 3 devices and the second is a Yearly Premium Plan for 1 device on your account. Are you trying to cancel the subscriptions for all four devices or are there specific devices you want the subscription canceled on?\nCustomer: Yes, I would like to cancel it on all  of the devices.\nHuman Agent: Thank you for your patience. I have canceled the subscriptions on your account and they will not renew again.\nCustomer: Thank you, could you send me an email confirming it was canceled. So could I now unsubscribe from my device.\nHuman Agent: The cancelation emails are sent automatically. And I am not sure what you mean by \"could I now unsubscribe\". I have already canceled the subscriptions on your account.\nCustomer: Is there anything I need to do with the app on my phone?\nHuman Agent: Not to cancel the subscription, since they have already been canceled.\nCustomer: Awesome! Grant thank you, for your assistance in this matter.\nCustomer: Have a great evening.\nHuman Agent: You're welcome. You have a good evening, too.\nCustomer: Will do."]
["Customer: Troubleshooting\nCustomer: One of my cameras is not working\nCustomer: I have had nothing but problems with these cameras for about a month, if I continue to have issues I will be replacing them with ones that work. \nCustomer: I have and have yet to get any answers from any message that I have sent\nCustomer: That’s why I am about done\nCustomer: I guess u can’t but if the data that I pay for can’t show me the video when I pull up my cameras than they r no use to me\nCustomer: Nope I have left my ladder on a side job and have no way of reaching it so I am double mad now that issue after issue is coming up\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are needing help with?\nCustomer: Front\nHuman Agent: The device ID will be listed on a sticker on the camera, it will start with ZMD or GSG\nCustomer: What part of no ladder don’t u get, I can get to the camera. No I have to go get my ladder to fix this junk\nCustomer: U should be able to tell what camera from my account\nCustomer: You know the account I pay for\nHuman Agent: I see (3) cameras connected to this email.  front, front2, and watcher\nHuman Agent: Is it one of these 3 cameras you are needing help with?\nCustomer: Yes the front\nHuman Agent: What issues are you having with camera named front?\nCustomer: The one right next to it work which is front 2\nHuman Agent: Could you please let me know what issues you are having with ZMD17FUI7800210 front camera?\nCustomer: No video at all has not worked since this morning\nHuman Agent: Front camera shows online.  what happens when you try to view the live feed?\nCustomer: It’s blank and so is all of the data from this morning on\nHuman Agent: Okay. one moment\nHuman Agent: I just synced front camera, it will take around 15 minutes or so before I will know if it starts to record footage again.  You can wait here or I could email you in about 15 minutes.\nCustomer: Email me please\nHuman Agent: Okay.  tnoel66@gmail.com is the best contact email for you?\nCustomer: Or I can check back here in 15 mins\nHuman Agent: yes that works too\nCustomer: Thanks\nHuman Agent: You're welcome.  I will email you soon."]
["Customer: I need to contact customer service \nCustomer: Agent \nHuman Agent: How can I assist you?\nCustomer: For 2 months now I’ve been paying for 6 cameras to record 24/7 and only 4 are on a constant record \nCustomer: I’ve unplugged the cameras, reset the internet even canceled and redid the subscription and it’s not changing. I can’t do it on the app it won’t let me. \nHuman Agent: Alright, let me take a look.\nCustomer: I’ve had this subscription for years. \nHuman Agent: The other two cameras that were subscribed you had removed from your account without deactivating the subscription on them. I have cleared the subscription from those two devices. You can try editing the enabled devices in your app by going to the Cloud tab and tapping on View Details. Then tap on Edit and enable the devices. If that does not work, then you can resubscribe now selecting the six devices on your account.\nCustomer: I never removed them from the account, that’s why I didn’t understand why they were not recording. It’s it going to recharge me again? It just renewed \nHuman Agent: These are cameras that had been on your account, but are no longer on your account. You likely replaced two cameras at one point in time with the two newer cameras on your account. It will not charge you again if you choose the same plan, it will just reactivate the automatic renewal.\nCustomer: It says an error has occurred\nCustomer: I can’t do anything in the app with them \nHuman Agent: Is that when you tapped on View Details and Edit to edit the enabled devices? Or did you tap on Subscribe?\nHuman Agent: You can also go to your Apple account to check the status of the subscription and reactivate it there.\nCustomer: When I try to enable devices \nHuman Agent: Okay, you can tap on Subscribe in the app, as well to reactivate the subscription.\nCustomer: Do I have to delete the current one first? Am I gonna get charged twice?  \nHuman Agent: No, you do not need to delete anything. And as I mentioned previously, it will not charge you again if you choose the same plan, it will just reactivate the automatic renewal.\nCustomer: It’s telling me the same plan exists \nHuman Agent: You can also go to your Apple account to check the status of the subscription and reactivate it there. To check the status of your subscription managed via Apple. Open the Settings app. Tap your name at the top. Tap Subscriptions, find the subscription then tap on it to see its status.\nCustomer: That’s how I had to last time and it messed up everything. It won’t let me change anything in the app anymore for some reason. \nCustomer: I want it done on the app it won’t fix it in my apple subscriptions \nCustomer: If I cancel it and redo it I’m gonna get charged twice \nHuman Agent: The subscription is managed through your Apple account. Please go to your Apple account to check the status there.\nCustomer: I did it’s active \nCustomer: It just renewed today \nHuman Agent: Can you send a screenshot of what it shows in your Apple account?\nCustomer: D/static_file/92cc001741_1_20241205101151.png\nHuman Agent: Thank you. So you will want to cancel it, and then renew it in the app. The reason you cannot renew it in the app is because it is still active. You said that you had canceled it previously, and it still shows as canceled on the cameras in our end. But if it is not canceled in your Apple account, that means it did not get communicated to our system from Apple when you subscribed.\nCustomer: If I cancel today it’s gonna still be active for a month \nHuman Agent: Yes, you would still have the time paid for and if you resubscribe to the same subscription with the same account, it will not charge you again.\nCustomer: D/static_file/5b01fc11aa_1_20241205101606.png\nCustomer: I just did this last month and it’s still messed up \nCustomer: I can only reactivate the one in my subscription on my apple account I can’t do it in the app it won’t work it gives an error everytime \nHuman Agent: It looks like when you renewed the subscription in your Apple account, it did not actually apply to any of the cameras. Even the four cameras on your account that are recording are under what is called a \"Grace Period\" from the previous subscription when it did not renew. So when you renewed the subscription through your Apple account, and not the app, it did not apply to any cameras.\nCustomer: Ok so am I getting a refund?! \nCustomer: I can’t renew it in the app it won’t work \nCustomer: That is why I had to renew it on the apple subscription \nHuman Agent: Yes, that is because you had the subscription on cameras that were not on your account any longer. So you could not subscribed to the same subscription since it was already active, and you could not remove it from those cameras since you had removed them from your account.\nHuman Agent: Did you cancel the subscription in your Apple account just now?\nCustomer: Now and last month I did it trying to fix it \nCustomer: If it’s not recording why am I getting charged for it? It should be refunded for the 2 cameras \nHuman Agent: Okay, I am not worried about anything you have done in the past. Right now, is the subscription canceled in your Apple account? Or is it active in your Apple account?\nCustomer: Yes \nCustomer: It’s canceled \nHuman Agent: Okay, what does it say about the subscription time in your Apple account? Does it say it expires on January 5th or does it say it renews on January 5th?\nCustomer: Expires on Jan 5th\nCustomer: D/static_file/4b8d7f908a_1_20241205102117.png\nHuman Agent: Good. Now lets go back to your app. Tap on loud and tap on Subscribe. Then select the same Premium Monthly Plan and select the six devices you want subscribed.\nCustomer: So what do I do now? \nHuman Agent: Did you get my message after you sent the screenshot of your canceled subscription? I will send it again.\nHuman Agent: Good. Now lets go back to your app. Tap on loud and tap on Subscribe. Then select the same Premium Monthly Plan and select the six devices you want subscribed.\nCustomer: D/static_file/bd0d7b9620_1_20241205102802.png\nCustomer: That is what keeps coming up this is why I had to go to the apple subscription last month \nCustomer: D/static_file/b085959719_1_20241205102831.png\nCustomer: Then it does to this screen\nCustomer: Idk why it has that message \nHuman Agent: Okay, yes, so it is an issue of communication with the Apple account. Because it is not able to communicate with the Apple account to confirm payment and why when you renewed through your Apple account, it did not apply to any of the cameras.\nCustomer: So how does it get fixed \nHuman Agent: You can try uninstalling and reinstalling the app first. Also if you have another phone or tablet, you can log in to the same Apple account and try to renew the subscription through that device.\nHuman Agent: You can also contact Apple support and see about getting a refund and then subscribe through the web app at user.zmodo.com since that will not use your Apple account."]
["Customer: My subscription ran out! I need to renew it! \nCustomer: 1\nCustomer: It want let me log on to it \nHuman Agent: Hello, you've reached customer care, my name is Kylie. If the susbcirption has lapsed and ended you would have to go back through the resubscribing process, have you tried to resusbcribe in the app at all?\nCustomer: Yes \nHuman Agent: OKay what happens when you try to subscribe in the app?\nCustomer: Do you have a phone number I can call to renew? \nCustomer: It says you already have this subscription \nHuman Agent: We do not take payment info over the phone at all however we can troubleshoot with you for this issue over the phone if you prefer that rather then over chat, we do all our calling outbound only and have no inbound calling so If that is something you want I would send you the scheduler into the chat to submit a call, do you want me to go ahead and send that scheduler for you?\nCustomer: How can I renew my subscription \nCustomer: Yes \nHuman Agent: Okay, I will send you the call scheduler. all the times are for Central timezone so keep that time difference in mind if your on another timezone. don't put any dashes or spacing in the phone number or else it will not allow you to submit.\nCustomer: Yes\nCustomer: Got it renewed!  Thanks \nHuman Agent: Fantastic glad to be of assistance.\nHuman Agent: Have a beautiful day."]
["Customer: agent\nCustomer: hello\nHuman Agent: How can I assist you?\nCustomer: hello\nCustomer: i have an issue with one camara on my app\nHuman Agent: Okay, how can I assist you with the camera?\nCustomer: porch is no recording on my app\nCustomer: but works and recording on the web\nCustomer: D/static_file/9507164d58_1_20241119100427.jpg\nCustomer: D/static_file/5f1b770f1c_1_20241119100429.jpg\nHuman Agent: Okay, then that means the issue is with the app, not with the camera. Can you clear the app cache and app data in your phone settings?\nCustomer: how?\nHuman Agent: Go to your phone settings, go to the app settings, go to the Zmodo app, and clear the app cache and app data.\nCustomer: i did\nCustomer: but is still the same\nCustomer: D/static_file/719dbde4be_1_20241119100945.jpg\nCustomer: D/static_file/e948d2298b_1_20241119100948.jpg\nHuman Agent: Did you have to log back in to the app with your email address and password after you cleared the app cache and data?"]
["Customer: hi\nCustomer: good thanks u and you?\nCustomer: Yes, I have a problem. I had an incident on the 3rd to 4th around 4 or 5 am with my car, but I don't see any events for that day here. How can I recover those events?\nCustomer: I have 7 days but I don't get anything that day. Can you help me?\nCustomer: Yes, I have a problem. I had an incident on the 3rd to 4th around 4 or 5 am with my car, but I don't see any events for that day here. How can I recover those events?\nCustomer: I have 7 days but I don't get anything that day. Can you help me?\nCustomer: any event for the 3 and 4 \nHuman Agent: Hi my name is Wendy.  Which camera are you wanting to playback?  What is the name or device ID on the camera?\nCustomer: I had an incident with my car those days at 4 or 5 am\nCustomer: yes \nCustomer: A car parked near mine and I know a man got out at camera number 1 and hit him\nHuman Agent: Hi my name is Wendy.  Which camera are you wanting to playback?  What is the name or device ID on the camera?\nHuman Agent: Camera named parking 1, it looks like you should be able to playback to the 4th\nCustomer: yes camera 1\nHuman Agent: Looks like you can still playback some of Jan 4th for parking 1\nHuman Agent: If you tap on the playback button, then tap on the calendar in the lower right corner, you can scroll to the time you are looking for"]
["Customer: Quiero renovar mi pago y no puedo\nCustomer: Agente\nHuman Agent: La suscripción de su cuenta se gestiona a través de su cuenta de Google. Para comprobar el estado de tu suscripción gestionada por Google, accede a la aplicación Google Play Store. Luego toca tu perfil en la parte superior derecha. Desde allí, navega hasta \"Suscripciones\" y toca la suscripción para ver su estado.\nHuman Agent: También puedes cambiar el método de pago en tu cuenta de Google si eso es lo que estás intentando hacer.\nCustomer: Dice cancelada\nCustomer: No me deja pagar\nHuman Agent: Luego puedes renovar la suscripción si lo deseas. Puede abrir la aplicación y tocar Suscribir y suscribir las cámaras.\nCustomer: Gracias por la información \nCustomer: Ya lo pude pagar\nHuman Agent: De nada.\nCustomer: Y puedo agregar más equipo a este pago\nHuman Agent: Si agrega cámaras y desea agregarlas a la suscripción, puede hacerlo. Te cobrará una cantidad prorrateada por las cámaras adicionales que agregues a la suscripción.\nCustomer: A bueno gracias \nHuman Agent: De nada.\nCustomer: Otra pregunta ustedes tienes cámara en foco \nCustomer: O cámara Soler y usarla sin internet \nHuman Agent: No tenemos una cámara que te permita cambiar el enfoque. Tampoco disponemos de cámaras que funcionen con energía solar o que no requieran conexión a la red.\nCustomer: A bueno gracias buen día \nHuman Agent: De nada. Que tenga un buen día.\nCustomer: Mi última pregunta porque lo que graba no lo graba con audio en la nube\nCustomer: Mi sistema \nHuman Agent: Las cámaras de su cuenta no tienen funciones de audio."]
["Customer: Cancel my cloud subscription.  I have done the process numerous times. That camera stopped working.  \nCustomer: Agent \nCustomer: 1\nCustomer: Sure. \nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: Yes\nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option.\nCustomer: Great. Thanks. It was under the wife's.  \nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Mira meshare neglected to enroll my usual fourth cam and I can't find the contact phone number for technical support \nHuman Agent: Let me take a look at your account.\nHuman Agent: It looks like you had another device subscribed on your account and removed it from the account. The subscription on that device was canceled. You would need to start a new subscription for the fourth camera.\nCustomer: One of my cameras broke and tech support put the replacement on trial for the length of the billing cycle. When all four cameras came up for auto renewal it dropped the fourth cam\nHuman Agent: Yes, in order to move the remaining subscription time to the new camera, the subscription is canceled, and when it expires you can start a new subscription on the device.\nCustomer: Will I get the discount? \nCustomer: It's was $124.60 for all four cameras \nHuman Agent: The multi-device discount is no longer available, so the subscription for the new camera would be at the regular price. The Yearly Premium Plan would be $49.99 for the additional camera.\nCustomer: But it renewed the three cameras with the multi device discount \nHuman Agent: Yes, the subscription for just the camera that you removed was canceled. The subscription on the other three devices was unchanged.\nCustomer: I replaced the broken camera with a replacement and the tech enrolled it is trial for the remainder of the $124 package\nHuman Agent: Yes. You contacted us and as was explained, the remaining subscription time from the camera you removed from your account was moved to the new camera. The representative also said that the subscription on the new device would not automatically renew and you would need to start a new subscription on it when it expired if you wanted it to continue recording.\nCustomer: Ok\nCustomer: Ok so I will let all cams expire at the end of the next billing cycle and enroll them all at once. And that will bring me back to my $124.60 ? \nHuman Agent: No, the multi-device bundle discount is not available. Any new subscriptions are going to be at the regular price.\nHuman Agent: So if you let the subscription on the three devices expire, then you would lose the discount on those cameras and have to resubscribe those three devices at the regular price.\nCustomer: Ok will toss the cams then and go with google home at the end of this cycle\nCustomer: They have no audio anyway and are old technology \nCustomer: And sometimes lose their network connection \nCustomer: Ok thanks have a good day\nHuman Agent: You're welcome. You have a good day, too."]
["Customer: Hello, I updated my app from Google plastered and now the playback feature won't show up? Is there a fix or is this a known issue?\nCustomer: I un-installed the app then reinstall and still no playback\nCustomer: 1, 2, 3, and 4 all done before I reached out for help\nCustomer: I have tried all steps and playback is not working\nCustomer: Still\nCustomer: No playback is still an issue\nCustomer: Human please\nCustomer: It is that the playback feature disappeared after the app updated.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you send me a screenshot/screenshots of how it appears for you in the app? also what type of device are you using a phone, tablet and is it android or apple as well.\nCustomer: D/static_file/b46dc64939_1_20250225140448.jpg\nCustomer: D/static_file/b3c5d27b10_1_20250225140451.jpg\nCustomer: Galaxy s24 Ultra 5g on wifi\nCustomer: I get 1 gig speeds and unlimited data for internet, I have already done a phone reset, cache clear, un-install to re-install and still nothing... I updated the app today about an hour ago at 11am pacific\nHuman Agent: On my end it does not show me the video (we are not able to see video to protect your privacy) but it does tell me both of those cameras have been recording and have video, Have you tried deleting and reinstalling the app at all?\nCustomer: Twice\nCustomer: I have not tried the web app yet, but use my android app regularly and can't rely on webapp\nHuman Agent: Okay, There's something I would like to have you try to see if this is also effecting another app the same on this device if it is  not then that can be a workaround for the time being you can use for the time being from your mobile app, can you Download our partners app called Smartz Eaze, then log into your account and see if it still wont show you the playback?\nCustomer: This app is not navigatable\nCustomer: Is there a way that a phone call can happen?"]
["Customer: Troubleshooting\nCustomer: Agent\n\nCustomer: Agent\nCustomer: Agent \n\nCustomer: I unsubsricbed and deleted my credit card from the cloud plan and I was still charged\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account one moment.\nCustomer: Ok\nHuman Agent: It looks like you have 3 cameras still subscribed, it looks like it was not canceled. For those cameras I am unable to cancel them from my end due to the processor being google, to cancel the subs you would go to the play store, click your google profile in the top right, click subscriptions, then tap on the subscription and choose cancel, you will know it is successfully canceled once it shows the expiring date instead of the renewal date. \nCustomer: I have already done that! It was showing a expiration date and still renewed \nHuman Agent: On my end it shows the cameras were not canceled, the cameras auto renew unless canceled.\nCustomer: I have done that twice. I need them removed. And a refund. \nHuman Agent: Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date and this was not done.\nCustomer: I will dispute the charges on my credit card then\nHuman Agent: No problem, we are providing the service for the devices and its in our terms of service which were agreed to when subscribing that the cloud service is non refundable so you are aware. \nHuman Agent: Is there anything else I can assist you with today beyond what we covered earlier before we go?"]
["Customer: Cancel subscription \nHuman Agent: Hello, my name is Grant. Let me take a look at your account.\nHuman Agent: I see a Monthly Platinum Plan for four devices on your account. Would you like the subscription for all four cameras or are there specific cameras you want unsubscribed?\nHuman Agent: Since I did not get a response, I will cancel the subscription for all 4 devices. If you want to subscribe specific cameras, then you can start a new subscription on those devices."]
["Customer: 1 need to transfer cloud service from ZMD12LDCA000692 to ZMD17AF18203738\n\n\nCustomer: Agent\nHuman Agent: Those cameras are on different accounts. You would not be able to move the subscription from the first camera since it is not on the same account.\nCustomer: Ok please discontinue service. The camera is no longer active.\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: Yes\nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option.\nCustomer: Ok thanks \nHuman Agent: You're welcome."]
["Customer: Cancel subscription \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I looked up your account and there were 2 subscriptions tied to this account previously but both have already been canceled."]
["Customer: I want to discontinue cloud service \nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like for the subscription the processor is Google, I am not able to cancel the subscription from my end due to this. You will need to cancel from the google subscriptions area. To get there, open the play store, click your google profile in the top right, choose subscriptions then tap on the subscription and chose cancel, you will know it is canceled successfully when it shows an expiring date."]
["Customer: Cancel\nCustomer: Agent\nCustomer: Agent\nCustomer: \"Agent\"\nHuman Agent: Hello, you've reached customer care. My name is Grant. One moment while I review your account.\nCustomer: Thank you, Grant\nCustomer: Thank you\nCustomer: Hello?\nHuman Agent: Hello, you've reached customer care, my name is Kylie not grant. How may I assist you today?\n\nCustomer: Hi Kylie, I need to remove any subscriptions on my account as I have removed the cameras from my property\nCustomer: It says my subscription is expired but I continue to get charged $4.99 a month.\nCustomer: Going through FAQ, I do have have a \"cancel\" option available. \nHuman Agent: Okay, no problem I found the subscription, its still tied to a camera that was deleted to the account, it was not a camera subbed through google so the billing is tied to the camera not the account so you would of had to cancel the plan then delete this camera, that's no problem though it will take me just a moment to cancel it for you\nCustomer: Thank you for your help!\nHuman Agent: I sucessfully canceled the susbcription for you so it will no longer renew from this point forward have a wonderful day.\nCustomer: Thank you!\nHuman Agent: Your welcome have a fantastic day today! take care"]
["Customer: Troubleshooting\nCustomer: I want to speak to a supervisor \nCustomer: I don’t want an “agent” I want a supervisor \nCustomer: I don’t want to talk to you. I want your supervisor \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will contact my supervisor, it will be just one moment. \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I am Kylie's supervisor. How can I help you? \n\nCustomer: Firstly, are you a supervisor or simply another agent?\nHuman Agent: I am a supervisor. \nCustomer: Thank you. Kylie was rude and condescending with our previous chat\nCustomer: Please let me know if you can view that previous chat\nHuman Agent: I'm sorry it came across that way. It looks like she was trying to explain that the free plan has not changed and still works as it did in the past. There would be the free events accessible from the events section of the app. If you do attempt to access playback for those devices or view sections outside of where those clips are though, it will prompt you that you would need a subscription to view that. \nCustomer: Ok I get that. I’ve had several of these cameras for many years. Back when you offered $99 for the first camera and half price for any others\nCustomer: A couple cameras failed and that offer goes away as the cameras fail.\nHuman Agent: Okay, you had mentioned that it was no longer the same so she was mentioning that it has not changed and the free plan has remained the same for your account. Were there any specific concerns you had regarding the free plan on your new cameras?\nCustomer: The new cameras still did the basics but without the cloud service\nCustomer: Perhaps I’m not being clear but the current offering on these new cameras is basically useless \nHuman Agent: They will have the free events without the cloud service covering events over the past 36 hours in the Zmodo app. There would still be the cooldowns between these events and the events would be 10-15 seconds in length. This is the same offering present on the free plan as you would have had in the past. \nCustomer: I’ve recommended these to many of my friends but what you’re now offering is worthless\nCustomer: That’s not correct or at least that’s not what I’m getting which was the purpose of this contact\nCustomer: I appreciate your explanation which is different from what Kylie presented \nHuman Agent: What are you currently receiving that seems to differ from that plan? \nCustomer: I have 6 cameras 3 on the cloud plan\nCustomer: The other 3 are new 1080s\nHuman Agent: Yes, you do have the 3 on the paid cloud plan, but you mentioned you weren't receiving the same free plan on these devices as you used to get on your others when they were on the free plan, correct? Would you be able to elaborate on what is behaving differently for you now?\nCustomer: The 3 new ones give me an alert but when I try to view them they are about 3 seconds in length and cut off the first segment where there was movement \nCustomer: This means I cannot scroll back to what caused the alert to take place\nCustomer: I hope that’s clear, yes?\nCustomer: The reason for my contact today was to make sure I set the new cameras up correctly \nHuman Agent: When motion is detected, the cameras would start the recording if they are not on the cooldown period between alerts. When motion is first starting, the very start can sometimes be missed based on the need for it to first recognize that motion has started. The length would be determined either by the length of the motion or the max length of the free plan, depending on which is shorter there. The max length for the events varies a bit depending on whether the motion is categorized as continued movement or a new overall event with continued movement generally only being a maximum of 5 seconds which may be what you experienced there. \nCustomer: Bear with me a moment to reread that\nHuman Agent: Since it does not have the cloud plans, you unfortunately would not have video outside of those shorter event clips though. As there are cooldowns between those events as well, if that timer is not up when the motion begins, that may also result in the start of the recording being missed. This is how it had functioned in the past as well however. For more complete recordings, the best option would be some form of cloud plan on the devices. \nHuman Agent: Sure, take your time. \nCustomer: Ok what I’m confused about is I have 6 cameras my son has four and two of my neighbors have four based on my suggestions. I’m the only one with a subscription but my son’s cameras function the same as my subscription cameras only with a shorter viewing window. 24 hrs. How is this possible?\nHuman Agent: We do not have any free plan that has full intelligent recording for the last 24 hours. If he has no plan and is also using the Zmodo app, he would have the same types of recordings as your cameras on the free plan, though the length they are held can vary based on when his account was created. You were grandfathered into our original storage length of 36 hours while newer accounts may only have 12 hours of event storage. \nCustomer: Thank you for your information. I can only assume then that my cameras are set up correctly.\nHuman Agent: No problem. Yes, as far as I can tell based on your description, it sounds like they are functioning properly. \nHuman Agent: Is there anything else I can help you with for now or any other questions I can help to address?\nCustomer: No that covers it. I’m disappointed in the new cameras performance and cannot justify the expense of the cloud subscription for them. So I’ll do some research and move on. Thank you for your time today\nHuman Agent: No problem. Have a good day as well. If you have any other questions in the future feel free to reach out. We do also have regular cloud deals around holidays so you may be able to check in for those as well if you'd like to get it on sale in the future. \nCustomer: Thanks"]
["Customer: Hi I was charged twice for clouds\nCustomer: How do I contact an agent? What’s the number?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account first, one moment\nHuman Agent: It looks like you have the subscription through apple, we do not have access to the billing details for that due to this, if you believe you have been overbilled you would need to contact apple support for assistance."]
["Customer: My payment was made in the amount of $69.99 and has not been reimbursed. What is the issue?\nCustomer: What is the contact number because it was paid and it does not reflect on my account for the duration.\nCustomer: Is it on cloud services or what?\nCustomer: It is not active. Because it was cancelled. And they cannot take someone's money without making it active. There is nothing nonrefundable.\nCustomer: This is outrageous! If that is the case that they do not refund, then, I want my services be active for the duration it ought to be.\nCustomer: Why is it that cloud could not put their contact number? They cannot will not evade the wrath of the Law if things go that way. They cannot hide.\nCustomer: Agent\nHuman Agent: If you cancel a subscription, then you will still have the remaining subscription time that was paid for. The cameras on your account named \"Lado1\" and \"Redento1\" are subscribed and are currently recording. What do you see when you tap on Playback for either of those cameras?\nCustomer: Grant, great to have you. One of your coworkers said that, cloud does not refund the payment. I need my services then be active until the duration for the amount $69.99 expired. That is what I need. And cloud not be hiding the non-refund to customer if that is their policy. It is outrageous to hide such policies.\nCustomer: It is indicated expired on the same date. It ought then to be next year since the payments were made and there was no refund in case someone cancels.\nHuman Agent: Okay, can you go to the Home tab on the app and tap on Playback for \"Lado1\" or \"Redento1\"?\nCustomer: -1\nCustomer: I will."]
["Customer: Set up\nCustomer: Hello\nCustomer: I would like to cancel my subscription. who can I talk to?\nCustomer: Agent\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?"]
["Customer: Subscription isn’t working\nCustomer: Done that\nCustomer: Still no subscription \nCustomer: Help?\nCustomer: Waiting for live agent\nCustomer: Ok\nCustomer: Any ideas?\nCustomer: Hello, Grant O?\nHuman Agent: I took a look at your account and it looks like you are trying to subscribe through your Apple account. You can check the status of the subscription in your Apple account. You can also go to the Cloud tab and scroll down to check the subscription. Does it show a subscription listed there and if it does, can you tap on View Details?"]
["Customer: I currently have a paid subscription for 3 devices for the cloud but the camera named \"Maria Sorto\" is not giving me the cloud service, I paid in April 2024 and it expires in April 2025\nCustomer: D/static_file/44e0fd3b86_1_20241104164112.jpg\nCustomer: \"Maria sorto\" camera is included in my subscription \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up this device and the subscription information it will just take me one moment. \nHuman Agent: It looks like there was perhaps an issue with google when assigning the camera to the plan as in the system it does not show that its currently on that plan it shows canceled. I can try to do what we call a clear on the camera and have you try to re enable it onto the plan again and see if that works for you. \nHuman Agent: I tried to do a clear, see if the device was removed from your enabled list there or not, if not then try disabling it and re enabling it again.\nHuman Agent: if its removed from the enabled then jsut add it back to enabled and let me know so I can check the system. \nCustomer: Hi\nCustomer: I was just checking, now I saw maria sorto was removed"]
["Customer: Are the clips longer in the pay plans?\nCustomer: Yes. What are the detailed differences between these plans?\nCustomer: What are the detailed differences between the two safeguard plans?\nCustomer: Exactly what AI features are included?\nCustomer: Can you send me an example of an AI alert?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Our chatbot cant sent pictures to show examples yet but its possible that may be a feature thats added in the future. The AI alerts unlike normal alerts can better detect what is causing the motion and will have \"animal\" \"Person\" \"Car\" on alerts where it detects those things/type of movement so thats how the AI alerts are different mainly from the normal alerts\nHuman Agent: It also can be adjusted so that if you only want to get notified when a specific type of alert is and none of the others that is possible \"people only, cars only, you can pick and choose what you prefer\" This is done from the Me section of the app in the system settings, in notification management where that can be customized once subscribed."]
["Customer: I'm trying to cancel an old account,  but have not had any luck.   I sent a challenge on my credit card and they indicated that you've never received a cancel request - How do I do this ?\nCustomer: thank. - you\nCustomer: AGENT\nCustomer: No thank-you\nHuman Agent: Hello, you've reached customer care, my name is Kylie. What is the email or phone number used to create the account? I will need to look it up.\nCustomer: Hello - not sure, it was either jlachape@verizon.net or jll43756@yahoo,com\nHuman Agent: Let me search both, one moment \nCustomer: thanks - I have then transaction id if that's a searchable lookup\nHuman Agent: There are no accounts under either of those emails, did you perhaps use a phone number to make the account instead?\nCustomer: maybe 727-7929723 or 727-786-3480\nHuman Agent: Let me try both of those, one moment.\nCustomer: Can you look up by Credit card number ?\nHuman Agent: I did not find an account under either of those phone numbers either. \nHuman Agent: On the billing statements what does the charge show up as? \nCustomer: Discover - shows up as MeSHARE INC. 408-833-9716,  but they don't answer or respond to voice mail\nHuman Agent: Okay, can you give me the last 4 of the credit card and the name the billing went to and my supervisor can look it up.\nCustomer: Yes 4438\nHuman Agent: we dont have an outbound phone number anymore its only inbound calling. \nHuman Agent: I will still need the name as well.\nCustomer: Doug LaChapelle. - the set up CHAT has my dad - douglach.  But its on my credit care,  Joyce L LaChapelle\nHuman Agent: Okay I passed that onto my supervisor, one moment while they look it up.\nCustomer: thx\nHuman Agent: My supervisor was able to find it but none of the info you sent match up with the account, I cant give you the whole account info but I can give the domain and the first three letters of the email. dou*****@aol.com. My supervisor sees that a retrieval was sent for the charge and due to that we did cancel the subscription already and tried to reach out to that email as well. \nCustomer: yes I am, sorry - thank you , that would have been my Dad's old account and I didn't have access to it.  (He passed away).  Thank you for your help\nHuman Agent: Okay, no problem. Is there anything else I can assist you with today?\nCustomer: no, that should do it.  Thank you again\nHuman Agent: Okay have a good day"]
["Customer: How much is my current plan \nCustomer: Is there a phone number for support i can call\nCustomer: Agent\nCustomer: How much am i currently paying for my plan \nHuman Agent: There is no subscription on the account that you are currently logged in to.\nCustomer: When is the last time i paid \nCustomer: I know i did pay for a subscription \nHuman Agent: There has not been a subscription on this account. You may have used a different phone number or an email address for your account.\nCustomer: I have charge from funlux in june \nCustomer: Hello?\nHuman Agent: Alright, so could you have used a different phone number or an email address for your account?"]
["Customer: Cancel \nCustomer: Agent\nCustomer: Agent\nCustomer: Help please \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you wanting to cancel all of the camera subscriptions or only specific cameras?"]
["Customer: I am having problems with my subscription \nCustomer: I did it keeps saying to pay but it’s already paid and only for 2 devices and I have 3 and 2 are not working \nCustomer: I do check my subscription and it says I have to pay again I already paid like 3 times and it still doesn’t work\nCustomer: What’s the number for customer support \nCustomer: I am having problems with my devices\nCustomer: Thank you\nHuman Agent: You can change which cameras are enabled on your subscription in your app. Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “Enable” at the bottom.\nCustomer: D/static_file/9f4850f126_1_20250102092745.png\nCustomer: D/static_file/bf5573f734_1_20250102092754.png\nCustomer: D/static_file/3512970d71_1_20250102092806.png\nCustomer: D/static_file/8316e078eb_1_20250102092833.png\nHuman Agent: If it is giving you trouble editing the enabled devices, then you can cancel the subscription there in your Apple account. Then you can go back to the Zmodo app and if you subscribe to the same subscription plan, it would not charge you again and would just start the renewal again.\nHuman Agent: However, it looks like that subscription may be from a different Zmodo account. Did you have one of the cameras on a different account until recently?"]
["Customer: Troubleshooting\nCustomer: Video playback\nCustomer: Representative \nCustomer: Hi\nCustomer: At one of my locations when I try to view video history it's saying I need to subscribe, however the cameras are subscribed.\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  Is it a specific camera thats doing this or which cameras are not allowing you to view the playback?\nCustomer: All of the cameras at the streetsboro location \nHuman Agent: Okay, can you try deleting and reinstalling the app for me, then try to see if you can view the playback for those cameras again\nCustomer: It's working now\nCustomer: I also had a message to update my billing info, it's been updated\nCustomer: Can you help me switch the cameras that are on a monthly payment plan to a yearly plan?\nHuman Agent: We are not able to change the subscription for you from our side, You have several cameras that are monthly for the plan, To swap the yearly ones you would log into the web app, then cancel the plan from there and resubscribe monthly instead of yearly for those cameras from there."]
["Customer: Agent\nCustomer: Hi\nCustomer: Can you help please\nHuman Agent: How can I assist you?\nCustomer: It keeps saying my subscription is paused.  It is not I made the payment.. i've tried to log in and log out.Still shows pause\nCustomer: D/static_file/8ac2633913_1_20250306144506.jpg\nHuman Agent: Can you check the status of the subscription in your Google account? \n\nTo check the status of your subscription managed by Google, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to see its status.\nCustomer: Yep. Attached.  Next payment not till april fourth.   \nCustomer: D/static_file/d5f82ae715_1_20250306144721.jpg\nCustomer: This happened about two years ago.  My original payment didn't work so I immediately changed it to the paypal.    But it is definitely paid..\nHuman Agent: Okay, because it does not show it as renewed in our end. Can you go to the Cloud tab in your app and take a look at the subscription status there?\nHuman Agent: If it shows as canceled there, then you can try canceling the subscription in your Google account and resubscribing. If you resubscribe to the same plan with the same Google account, it will just reactivate the plan and will not charge you.\nCustomer: I can try, but you can clearly see.I made the payment.   It won't let me do anything intel April 4th. 1 day layer than normal.   I will do whatever to unfreeze this.I just don't want to lose the chat..    it doesn't show canceled when I tried it earlier\nHuman Agent: The chat will remain open for at least 7 minutes. And if it does time out, then you can always start a new Live Chat.\nCustomer: Ok. I'll try. \nCustomer: So I should go to my google account and cancel the plan.  Or on the zmodo app.\nHuman Agent: Lets take a look at it first in the Zmodo app before we cancel anything. Can you go to the Cloud tab in your app and tap on View Details for the subscription?\nCustomer: D/static_file/d6940be732_1_20250306145847.jpg\nCustomer: I canceled it, i'm trying to resubscribe, and that's what it says it won't let me..\nCustomer: D/static_file/fe2ce61648_1_20250306145958.jpg\nHuman Agent: It looks like that worked and there are several cameras showing subscribed on the account.\nCustomer: It looks like it fixed it.Can you verify..\nHuman Agent: Yes, did you get my message saying that it shows there are 13 cameras subscribed?"]
["Customer: I paid for the cloud storage for our doorbell and it's not saving the video to be replaced. \nCustomer: I've checked and it is just not recording for playback even with the appropriate subscription. \nCustomer: Need further assistance \nCustomer: Agent\nCustomer: The recording should be in the cloud but is not.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. There's something I am going to have you do to see if the camera reacts properly and triggers it to record/respond. Can you slide the face off of the doorbells bracket then press and hold the doorbell button until the lights turn off, after that let me know and I will give you more instructions\nCustomer: It took me forever to set up. I dont want to disconnect it."]
["Customer: Hello I'm trying to subscribe and it's not letting me\nCustomer: I'm trying to subscribe and it's not letting me\nCustomer: -1\nCustomer: I'm trying to pay the subscription for cameras and it's not letting me \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What sort of issue are you having when attempting to subscribe?"]
["Customer: I need to cancel a monthly subscription of 4.99\nCustomer: Agent\nHuman Agent: Hi my name is Wendy.  One moment, I will check your account.\nHuman Agent: I have cancelled the cloud plan on camera ZMD14CTDA001594 for you.\n\nThe camera isn't bound to your account would you like me to add it to your account?\nHuman Agent: When the camera was removed from the account a message would have popped up asking if you wanted to cancel the cloud plan or not. If you chose no, the cloud plan would continue to auto renew on the renewal date.\n\nTo avoid future billing, you must cancel your subscription before the next renewal date. Cloud subscription plans are not eligible for refunds. After cancellation you will continue to enjoy access to the cloud plan until the last day of your current subscription period. After the subscription period ends, you will no longer be billed the recurring subscription fees, and your cloud recordings will be permanently deleted and will no longer be accessible to you.\n\nCustomer: No The camera that was on the subscription is dead\nCustomer: I went to remove the camera and reinstall it and that's when I found out it was dead All together and did not give me a option to go back in and and cancel it. \nHuman Agent: ZMD14CTDA001594  shows online on my end but it isn't connected to an account\nHuman Agent: Would you like it added back to your account?\nCustomer: It isn't doing anything for me on this end and can't even reconnect it through my the lights keep going out on the camera.\nHuman Agent: I can add it to your account for you if you would like.\nCustomer: If it's showing on your end then go ahead and try and put it onto my account and I'll see if it works\nHuman Agent: It just went offline.  Did you unplug it?\nHuman Agent: now it shows online again. \nHuman Agent: If you refresh the screen or log out and back in again you will see the camera on your account.\nHuman Agent: Is the camera connected directly into a wall outlet, a power strip, a surge protector, or an extension cord?\n\nIf you are using a power strip, surge protector, or extension cord, please unplug from that, plug the camera in directly to a wall outlet with the original power adapter.\n\nOr try a different working power adapter, see if that will get the camera to stay online.\n\nCustomer: Okay but I am on my phone with you and I don't have it set up on my computer so I guess if I signed out I would lose connection with you also\nHuman Agent: We will stay connected for 7 minutes without activity.  You can leave chat and come back if you would like.\nHuman Agent: or if it takes longer than that you can contact us again on live chat.  live chat agents will be here until 6pm CST today.  M-F 9am-12pm CST or 1pm-6pm CST\nCustomer: It is plugged directly into the wall outlet and with the original adapters\nHuman Agent: If the camera continues to go offline I would recommend swapping out the power adapter for a different working one. 5v 1a micro usb\nCustomer: Okay I see it now it is now showing on my end Thank you Wendy\nHuman Agent: You're welcome!\nCustomer: You have a great day and a great weekend Thank you bye\nHuman Agent: You too!  have a great weekend!\nCustomer: Thank you"]
["Customer: Need to cancel subscription\nCustomer: Agents \nCustomer: -1\nCustomer: Agent\nCustomer: I need to cancel my subscription\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see how you subscribed. \nHuman Agent: I was able to find the susbcription, I am able to cancel it for you one moment while I do that.\nCustomer: OK, I have the seven day recording plan. I need to cancel that please\nHuman Agent: I successfully  canceled the subscription for you and its end of service date is 2025-01-07 for the cloud time remaining. \nCustomer: Thank you \nHuman Agent: No problem have a good day."]
["Customer: Need to cancel my subscription \nCustomer: Agent\nHuman Agent: Let me take a look at your account.\nCustomer: Thank you \nHuman Agent: Thank you for your patience. I see a Monthly Premium Plan for 2 devices on your account. I have canceled that subscription and it will not renew again.\nCustomer: Thank you so much\nCustomer: Have a great day\nHuman Agent: You're welcome. You have a good day, too."]
["Customer: My playback isn’t working properly \nCustomer: What is customer support number \nCustomer: Ok \nCustomer: Have my subscription been paid sir \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What sort of issue are you having with playback? I see it was last paid 12/1 for a monthly plan. \nCustomer: Yes sir when I click playback it doesn’t work it always say check back \nHuman Agent: From what I see it appears all 3 devices are recording. Can you send me a screenshot of the error you mentioned?\nCustomer: Yes sir I will \nHuman Agent: Thank you. \nCustomer: I’m not sure how to do it it say poor connection try again later \nCustomer: I know how to send it now \nHuman Agent: Is your live view still working or do you have trouble there as well? \nCustomer: D/static_file/dab92489a6_1_20241211135453.png\nHuman Agent: Thanks, does it do the same at earlier times when it shows recordings in the timeline?\nCustomer: I believe it might be the WiFi I’m connected to because when I turn it off it works \nCustomer: But the playback still not showing \nHuman Agent: What works when you turn off wifi? Are you meaning the live works when wifi is off, but the playback does not still even for earlier times?\nCustomer: Yes sir \nHuman Agent: Okay, if you use the calendar to go to a previous day, does that work for you at all? You may want to stay off of the wifi network that was causing issues for now. \nCustomer: Yes sir It’s my WiFi connection because when I turn it off it works thanks so much for your help \nHuman Agent: Oh, so everything is working with wifi off now then? If so, if you're on an Apple device you may want to make sure your phone isn't set to block access to the internet to the app via wifi. Otherwise you may want to check into the router to see if you're having any other troubles elsewhere."]
["Customer: Hello. Looking at the cloud service,, is it 49.99 per camera per year .. have 4 cameras and see a option for multiple cameras, but not able to find this option.. Thanks Rob \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. The pricing would be per device. When selecting cameras for the plan, the subtotal at the bottom of the page will update to reflect the price of the plan you have picked for the number of cameras you have selected. \nHuman Agent: Once you have selected 3 or more devices though, the pricing goes to the unlimited devices tier at which point the price is the same for as many devices as you would like."]
["Customer: Hello. I have 3 cameras that I have canceled cloud recording on that I would still like to use with just 15 second clips please\nCustomer: I need these cameras removed from cloud\nCustomer: -1\nCustomer: My cameras needs to be removed from CLOUD RECORDING\nCustomer: let me talk to a person\nCustomer: Hello\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. So to be clear, are you talking about FrontYard, BackGarage, and Kitchen?\nCustomer: Yes sir\nHuman Agent: Okay, you've paid through 11/1, but you want the current service turned off? You would not receive a refund for turning it off a few days early. \nCustomer: Thats no problem. I just would like to have them as cameras with no cloud service just notifications please\nHuman Agent: Okay, the service has been turned off for those 3 devices. \nCustomer: And they will now just send notificaitons ?\nHuman Agent: The notifications would be the same as when they had cloud, but they will not have the cloud recording or storage. \nCustomer: Ok thank you.\nHuman Agent: No problem, is there anything else I can help you with?"]
["Customer: Hi\nCustomer: I purchased a camera last December and installed it, but I added it to my 3 camera plan and it wasn't added! I did several things that were suggested to me and nothing!\nCustomer: -1\nCustomer: Mi camara dice q mi plan ha expirado !\nCustomer: Si he renovado la suscripción se vence el próximo noviembre del este año, tengo 3 cámaras 2 aparecen en el plan y esa q es nueva no aparece !\nCustomer: Si ya lo hice lo verifiqué y nada aún \nHuman Agent: Hola, te has comunicado con atención al cliente. Me llamo Kylie. Espera un momento mientras busco tu cuenta.\nCustomer: Tengo 3 cámaras en mi plan pero una se me dañó la compré nueva la instale pero desde el momento q la instale he hecho muchas cosas q uds me ha sugerido no se me adiciona a mi plan y me sigue apareciendo como expirado \nCustomer: D/static_file/c2301e9f4a_1_20250310102011.png\nHuman Agent: En mi caso, muestra que tu suscripción pasa por Apple para el procesador; en el caso de las suscripciones de Apple, no nos muestra todos los detalles del plan. Tendría que comprobar algunas cosas en la aplicación para ver qué muestra la suscripción y asegurarse de que sigue siendo para 3 dispositivos. Si es así, puedo pedirte que pruebes desde la aplicación para habilitar la tercera cámara para la suscripción. ¿Puedes ir a la sección de la nube de la aplicación, desplazarte hacia abajo hasta las suscripciones, luego tomar una captura de pantalla de cómo aparece desde esa página y enviármela? Una vez que obtenga esa captura de pantalla, puedo darte más instrucciones."]
["Human Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: Hello Dillon, SO glad I got You. I spoke with you previously on a call request.  Here's my issue. I hope you can help.   I have the clip plan and my 8 channel nvr device is dead. I just installed the only 4 channel nvr I was able to find and got it installed and it's working (1209 NVR New).  My question is does the clip plan work with this new NVR ( the orginal black cameras are plugged into it).    \nHuman Agent: NVRs are not compatible with cloud or clip plans in general. Those would be used on your cameras and it does appear your 4 online devices have the clip plan active on them currently. \nCustomer: I don't see anything from today\nCustomer: i do see it but aunalbe to \"play/viwe the motion:\nCustomer: am unable\nHuman Agent: If you go to playback on your camera and tap on an event listed below, it still will not play it? It does also look like the devices may have the time zone set to UTC. \nCustomer: When I click the 1209 NEW Nvr, I see \"events' dated today with different times. All the detections show gray boxes with \"motion and the times and what channel. when I select one, I get the alert detail screen but nothing appears \nHuman Agent: The NVR does not have the clip plan, you would need to tap playback on the cameras. \nCustomer: NOOOO,your missing a kwy component. On the 1209 NVR New (4 channel, it showsall 4 cameras on that NVR. It does NOT list the cameras separately.\nCustomer: When I select 1209 NVR NEW, it list motion event with no details.\nCustomer: only a grey box the date and time and channel (camera) that detected the motion\nHuman Agent: Your account has the NVR and 8 cameras added. The NVR does not have the clips plan, but the cameras do. You should have the cameras listed separately on the home page of your app from the NVR or otherwise grouped if you'd grouped them previously. If you do not see them, can you send a screenshot of what you see on the home page of your app?\nCustomer: The original NVR & 8 cameras are dead in the water.  The NVR will NOT power on. I purchased a 4 channel NVR (it's an older model) and connected 4 (of the 8 cameras to it) and it worked fine. THe 1209 NEW NVR shows those 4 cameras grouped together (not as single cameras as the original 8_\nCustomer: I an send you whatever you need. I'm just trying to get the clips to work\nCustomer: When I select Playback next to 1209 NVR New it shows 'no footage availabe during this period'\nHuman Agent: I'm not referring to the old NVR. Just the 4 cameras you have on your account currently that are online at the moment. You're describing going to events or playback for the NVR to access the clips plan, but the NVR does not have the clips plan and is not involved in the process. On the home page of your app you should have the cameras listed separately or grouped separately from the NVR if you've previously grouped them. You would need to hit playback on them to see their clips recordings. \nHuman Agent: If you do not see them listed there, please send me a screenshot of what you see on your app's homepage. \nCustomer: When I click Playback - on the 1209 NVR NEW, it shoes No footage available during this period\nHuman Agent: As I mentioned, the NVR is not involved in the process. You should not be hitting playback on the NVR to access the clips footage for the cameras. \nCustomer: That's the ONLY way I can see the cameras on this 4 channel NVR\nCustomer: the cameras are NOT listed separately\nHuman Agent: If you do not see them listed there, please send me a screenshot of what you see on your app's homepage. \n\nCustomer: hang tight while I get those screen shots\nHuman Agent: Okay, thank you. \nCustomer: The chat is not allowing me to attach the file\nHuman Agent: I can also have you send it via email or a text message. Is there one you'd prefer?\nCustomer: either way works for me\nHuman Agent: Okay, please send it to ‪(309) 323-8228‬ and then let me know here once you have sent it. \nCustomer: ok\nHuman Agent: Thank you. \nCustomer: homepage screenshot sent\nHuman Agent: Thank you. This shows the NVR and then each of your cameras listed individually. You can tap playback next to the online individual cameras to access the clips plan recordings. \nHuman Agent: The 4 online cameras are 1209 2nd Floor, 1209 Froot Door, 1209 Kitchen, and 1209 Corner Office. Since those ones are online and recording, they have footage you may access in that way. Though the time may be off as it looks like they may be set to UTC time. \nCustomer: Ohhhhhhhhh. I got it now. It was clear as 'mud' but now I'm tracking! Whew.... Thanks a bunch\nHuman Agent: No problem. Is there anything else I can assist you with for now?\nCustomer: That's all for now. I'm going to try to repair the old dead NVR if I can find the parts so I can have all 8 cameras working. But the tried and true zmodos with my reolinks will suffice for now. Appreciate the outstanding customer service.\nHuman Agent: No problem, have a good afternoon!"]
["Customer: I need to cancel my account, please.\nCustomer: Agent\nCustomer: Agent\nCustomer: Sure\nHuman Agent: Let me take a look at your account. Are you trying to cancel a subscription on your account?\nCustomer: Hello?\nHuman Agent: I see a Monthly Premium Plan for two devices on your account. Are you wanting to cancel the subscription for both cameras?\nHuman Agent: Hello, are you receiving my messages?\nCustomer: Yes, please cancel both.\nCustomer: Hello?\nCustomer: Are you there?\nCustomer: Grant?\nHuman Agent: Thank you for your patience while I canceled the subscription for both of your devices. The subscription will not renew again. Do you have any questions?\nCustomer: Please cancel!"]
["Customer: How do I upgrade my plan to continuous recordings \nCustomer: Ok how do I upgrade\nCustomer: Hi I would like to upgrade my recording plan\nCustomer: Hi I would like to upgrade my security plan from premium to platinum\nCustomer: ok how do i contact customer support\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I check your current plan information. \nCustomer: Hi Dilon i want to know how I can upgrade my recording plan, i currently have the Clips plan but looking to upgrade to the continuous recording plan \nHuman Agent: You would need to cancel your current plan and then subscribe to the new plan. As the current plan is on your devices though, I would need to assist with unassigning it from them, but you would not receive a refund of the old plan as it would still be available on your account until 1/31/25. Would you like me to unassign your cameras from the current plan you have so that you can subscribe them to a different plan then? The cancellation part of things would need to be done from your end via your Apple subscriptions. \nCustomer: If I sign up for the continuous plan would I be able to access recordings from earlier today or only access continuous recording from the moment I signed up?\nCustomer: The reason I asked is because we had a vehicle stolen in front of my house and the camera caught a clip of the beginning but we cant see the rest of the clip because we dont have continious and the app its asking me to upgrade but I cant upgrade \nHuman Agent: The new plan's recording would start only once you have subscribed to it. Any earlier plans would only be based on whichever plan you had at the time of the recording. \nHuman Agent: That is not how the plans function. One moment and I'll explain. \nCustomer: ok got it, if that is the case and I wont be able to access previous recordings even if i upgrade to continuous then I will keep my existing plan and look to upgrade when my subscription is coming up on renewal\nHuman Agent: Your current clips plan records all motion the camera detects. If the clip cuts off, it would be due to the camera no longer detecting motion (if it was a small amount of motion or far away) or if you have some form of motion detection area set. The continuous plans do not have continuous video, just continuous intelligent recording. Intelligent recording does video whenever motion is detected and a screenshot every 10 seconds when no motion is detected. \nHuman Agent: Okay. \nHuman Agent: We will be closing in 10 minutes. I'd be happy to help until then, but the chat will close at 6pm CT. If you would like a callback, you can schedule one with the button below. If you would prefer an email follow up instead, please let me know."]
["Customer: Unsubscribe for one camera \nCustomer: -1\nCustomer: Person\nHuman Agent: If you want to unsubscribe one camera, then you can go to the Cloud tab and tap on Subscribe and only select the one camera you want subscribed. If that does not work, then you can cancel the subscription in your Apple account and start a new subscription for just the one camera when it expires.\nCustomer: The camera died. \nCustomer: I need to remove it from subscription \nCustomer: It does not work thru the app\nHuman Agent: Are you trying to move the subscription to another camera on your account? Or are you trying to cancel the subscription all together?\nCustomer: I bought new camera but not sure yet if it will work \nCustomer: It’s outdoors and Wi-Fi is not great\nHuman Agent: Alright, so are you trying to move the subscription from the old camera to the new camera?\nCustomer: If it works then yes\nHuman Agent: Okay, if you want to move the subscription between the cameras, then you would tap on the Cloud tab and scroll down to the active subscription. Tap on View Details and then tap on Edit. Here you can change which cameras are enabled on the subscription."]
["Customer: I want to cancel my cloud service\nCustomer: Agent\nHuman Agent: Hi my name is Wendy.\nHuman Agent: Are you wanting all 3 cloud plans cancelled?\nCustomer: Yes\nHuman Agent: Alright, let me take a look at them and see what we need to do to cancel them.\nCustomer: Ty\nHuman Agent: There are three separate subscriptions on your account, and I can cancel two of the subscriptions from my end. I'm unable to cancel the third subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: I do\nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option.\nHuman Agent: And if you give me a minute or two, then I will get the subscriptions for the other two cameras canceled.\nCustomer: Seems to have worked. Thank you\nHuman Agent: You're welcome. I have canceled the other two subscriptions that were started through our web app. Do you have any questions?\nCustomer: No thank you"]
["Customer: hi there\nCustomer: is this a subscription base\nCustomer: how much??\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Our devices have optional subscriptions, but they are not required for basic product use. The subscriptions are for recording and storage services with varying prices based on billing frequency and length of time the recordings are stored. \nHuman Agent: Zmodo has a premium plan that holds the footage for 7 days and platinum plan that holds recorded footage for 30 days. The premium plan is $4.99 per month and $49.99 per year. The platinum plan is $9.99 per month and $99.99 per year. This pricing is per device. We do have a partner, Smartz, who has an app the cameras may be used from as well using the same account system who have their own plans as well which include plans for unlimited numbers of devices. \nHuman Agent: The recording for our plans uses intelligent recording, recording full video when motion is detected and a screenshot every 10 seconds when no motion is detected."]
["Customer: Good afternoon Mira\nCustomer: I need some advice on some Zmodo cameras that I purchased.\nCustomer: I purchased the package of 4 cameras \nCustomer: I have since set them up \nCustomer: And I was given the opportunity to try the 7 day free trial \nCustomer: However, I was very surprised to discover that the feature is only for 1 of the 4 cameras. \nCustomer: I am getting to the question. \nCustomer: My name is Shanaz Amanda \nCustomer: My question is, customers are required to pay for each camera storage?\nCustomer: I think it was surprising since the 4 cameras were purchased together \nCustomer: Is this a bot?\nCustomer: Can I communicate with a human?\nHuman Agent: Hi my name is Wendy.  What is your account username so I can check your account?\nCustomer: Good afternoon Wendy \nHuman Agent: Hi\nCustomer: The email address registered is shanazmohamdally@gmail.com\nCustomer: I do not have a username \nCustomer: I'm not sure if you can access the chat from the beginning \nCustomer: Or should I type back my question?\nHuman Agent: Home camera has already used the trial.  Let me check the other cameras.\nCustomer: I have 5 Zmodo cameras\nHuman Agent: Big gate already used its free trial.  It looks like ZMD19H2IHA12800 front garage has a trial you can use.\nCustomer: The one named \"home\", I have paid for the subscription for years. \nHuman Agent: Western side too - you should be able to sign up for a free trial on that one\nHuman Agent: The 2 cameras that should allow you to sign up for free trials are front garage and western side.\n\nthe other cameras trials have already been used\nCustomer: My question is, once the trial expires, would I have to pay a monthly/yearly subscription on all 4\nHuman Agent: On the Zmodo app cloud plans are per device. \nHuman Agent: Paid cloud plans are optional not required\nCustomer: I understand \nCustomer: Hi Wendy are you still here?\nHuman Agent: Yes I am here\nCustomer: I'm still navigating this with the multiple cameras\nCustomer: Can you please assist me with some more questions. \nHuman Agent: what questions do you have?\nCustomer: Can you tell me when the trial ends for the current one that I am on\nHuman Agent: Dogs camera trial will end on Nov 13, 2024\nCustomer: Also, I'm looking for the option of the free trials for garage and western side \nHuman Agent: okay\nCustomer: And when I try to activate it, it's saying free trial expired. \nHuman Agent: You are only choosing those two cameras?\nCustomer: Well the truth is, I am trying to benefit from the free trials before I start paying for the subscriptions. \nHuman Agent: Yes I understand.  When you try to sign up for the trials are you only choosing garage and western side cameras?\nCustomer: I am trying to yes \nCustomer: Attempting again \nHuman Agent: ok\nCustomer: Alright I think I got it \nHuman Agent: yes both garage and western side now have the trials\nCustomer: Perfect \nCustomer: Final question \nHuman Agent: sure\n\nCustomer: Can you please direct me to the page where I can see the breakdown of the cost. \nHuman Agent: on the cloud tab it lists the cloud pricing\nCustomer: Alright \nCustomer: I was seeing FAQ's\nHuman Agent: Zmodo cloud plans:\nBasic plan is free and included with the free Zmodo app\n7-day Monthly $4.99/month per device or $49.99/year per device\n30-day Monthly $9.99/month per device or $99.99/year per device\n*Paid cloud plans are optional not required.\n\nHuman Agent: these are the current cloud plan prices\nCustomer: Thank you \nCustomer: Alright \nHuman Agent: You're welcome\nCustomer: I think I can figure it out from here \nHuman Agent: Sounds good\nCustomer: Thank you for your patience \nHuman Agent: You're welcome!  Have a great evening!"]
["Customer: I need a number to speak to a person\nCustomer: Billing agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I purchased cameras in December I recall it came with subscription. I never selected which cameras and not its not an option\nHuman Agent: OKay, I looked up your account and some see any of the cameras subscribed from there, but I want to have you check a few areas in the app/phone, Can you go to the cloud section of the app, scroll down to subsciptions then take a screenshot of thata rea and send that to me to review from my end?\nCustomer: D/static_file/ffa1ff2316_1_20250311165158.png\nCustomer: I recall I saw something showing I paid $400 but when I realized it out was too late to return since I bought it on sale for 199\nHuman Agent: Okay the plan is showing there that's its not active and has expired. \nCustomer: D/static_file/6bc239e189_1_20250311165530.png\nCustomer: Under a different app it's this\nCustomer: Does this mean I was charged 399\nHuman Agent: Okay, On that can you back up, then go to the Me section and tell me if it shows the same email as this account your contacting me from. the email your contacting me from is the heycarms1@hotmail.com email. It should show that in the Me section if its the same account or not. If it is the same then I will have you check another area If it is not then jsut let me know. \nCustomer: I don't have access to that email and I don't know how to change it\nHuman Agent: What email is it showing, can you tell me?\nHuman Agent: Once an account is created with an email you would not be able to change it, only thing you could do is delete the devices, then create a new account under a different email, But that's a separate issue, When you On the \"different app\" went to the me section did it show the heycarms1@hotmail.com  email or a different email?"]
["Customer: Agent speak with Agent manager \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I want to get footage from about two weeks ago. I also would like to apply for the 5.99 package of vault. \nHuman Agent: Okay, I looked up your account and it looks like the plan you have is the 7 day plan. Once video is recorded it has a 7 day window, after the 7 days pass the video footage overwrites to make room for more footage, therefor unfortunately any video from 7 days before today would have been overwritten and no longer exists. \nCustomer: I really need that footage,so can I get  the package?\nHuman Agent: None of the cloud or vault plans work retroactively, they start the moment you subscribe and don't \"unlock\" or \"reveal\" prior footage so subscribing to other plans wont allow you to see more footage then you already have access to, as I said, Unfortunately any footage from before 7 days from today was overwritten and no longer exists. \nCustomer: So what is the vault about \nHuman Agent: The vault plan doesn't record footage. The Vault service enables users to securely store, manage, and access their files. Key file operations available on the app and website include opening, downloading, renaming, starring, copying, moving, deleting, and sharing files.\nHuman Agent: Here is a link to in depth information on what the vault plan is and does https://www.zmodo.com/vault\nCustomer: Hello are you there? Will it save footage. \nHuman Agent: I replied above, If you do not see my two messages I can re send them, just let me know. \nCustomer: I saw them  i asked if it will save the all the new footage?\nHuman Agent: Okay, You can store saved clips from your phones gallery to the vault, but it does not on its own import the video to The vault, the vault is its For file storage you have to have the files already to store them into the vault.\nCustomer: Ok thanks you\nHuman Agent: No problem, thank you as well, have a great day."]
["Customer: Hello, I need all stored footage for the date of December 12th, but could not find the date\nCustomer: I was subscribed\nHuman Agent: Hi my name is Wendy.  You have the 7-day plan which allows you to playback footage from the past 7 days.  Dec 12 is more than 7 days ago so that footage would be deleted now.\nCustomer: But I paid the 29.99 on Dec 12th\nCustomer: is shows I paid\nHuman Agent: With the 7-day plan it allows you to playback footage from the past 7 days\nCustomer:  on my account\nHuman Agent: Dec 12 is more than 7 days ago\nCustomer: that payment was fopr a month to start recording\nHuman Agent: 7-day plan\nCustomer: I was not paying for just 7 days at 29.99\nHuman Agent: You have the 7-day plan not the 30-day plan\nCustomer: why was i billed 29.99\nHuman Agent: $4.99/month per device, you are subscribed for 6 cameras\nCustomer: yes ..but what is your monthly fee for 6 cams?\nHuman Agent: $4.99/month per device x 6 $29.99\nCustomer: Yes I am subscribed for six camaras\nHuman Agent: Correct\nCustomer: Thats what I am saying\nCustomer: I was active December 12th paid in full\nHuman Agent: You have (6) camera 7-day cloud plans\nCustomer: but I have no footage\nHuman Agent: you can playback the last 7 days\nHuman Agent: Dec 12 footage would be gone now because that is more than 7 days ago\nCustomer: I can only go make to Dec. 27th\nCustomer: You delete after 7 days?\nHuman Agent: correct.  delete after 7 days\nCustomer: then ok UGH!"]
["Customer: Troubleshooting\nCustomer: My loft camera is not recording motion alerts\nCustomer: -1\nCustomer: Live agent\nCustomer: Agent\nCustomer: Agent\nCustomer: Thank you Kylie\nCustomer: My loft camera is not recording any motion events. It tells me I need to upgrade? My downstairs camera is the same camera but it is recording motion fine\nHuman Agent: Hello, you've reached customer care, my name is Kylie. When you go to the event section do you see any events for that camera today?\nCustomer: Yes but it does not have any highlighted areas on the timeline. It just tells me I need to upgrade\nHuman Agent: Okay, let me look into this further, it will be just one moment while I look up some info. \nCustomer: Ok\nHuman Agent: are you able to go to the cloud section of the app for me to check and make sure this camera is on the subscription? \nCustomer: It is on the same subscription as the other seven cameras\nHuman Agent: Okay, lets try something, can you unplug the camera, then plug it back it. Let me know when it comes back online then move in front of the camera \nCustomer: Dang I'm not home\nCustomer: D/static_file/543372a1d9_1_20241119160918.jpg\nHuman Agent: Okay, when you are at home, try that and after moving Infront of the camera wait a few minutes for it to record and see if you are able to view the clip, if you cannot then please contact us again so we can troubleshoot more while you are with it. \nCustomer: Plenty of alerts stored but none of them allow me to look back at them. Please see picture coming\nCustomer: D/static_file/986315e9b5_1_20241119161151.jpg\nHuman Agent: yes I see the pictures, in cases where we have seen this occur restarting the camera has resolved the issue so we would want you to do that first, if that does not work then we would continue to troubleshoot with you and the device. \nCustomer: Ok\nHuman Agent: Okay, are there any other questions before we go for now.  \nCustomer: Ty\nHuman Agent: your welcome, have a great night!"]
["Customer: Hello! I had a subscription renew just yesterday for the Clips plan, but I was hoping to upgrade that to the Continuous plan. Is it possible to pay the difference? Or do I need to cancel and re-sign up?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. To change plans you would have to cancel the plan then resubscribe unfortunately. They are different plans so the pricing is different. \nCustomer: Is it possible to refund the payment that was just withdrawn, so that I may upgrade?\nCustomer: The payment was completed through Google Play Store\nHuman Agent: That wont be possible, the cloud service is a non refundable service, this is stated in our TOS which were agreed to when subscribing. \nCustomer: So there is no way to upgrade my subscription directly? The only option is to forfeit the $100 payment from one day ago, and pay an additional $150 for the continuous plan?\nHuman Agent: only way to change the plan is to cancel the subscription then resubscribe, there's not a way to upgrade the plan, they are separate plans. \nCustomer: Interesting. I appreciate the information; I've just canceled and will be looking into other companies instead. Thank you for your time.\nHuman Agent: Have a great day"]
["Customer: Hi, I am subscribed to Cloud storage for up to 10 devices which renews annually in March however, today I have no access to the Cloud and it is asking me to start a new plan or trial, Yet I also see I am subscribed to a current plan so I am unsure what the issue is\nCustomer: how do I contact customer support?\nCustomer: ok\nCustomer: I just set up a new Device and am now having trouble adding it to my current Cloud subscription\nHuman Agent: Hi, thank you for contacting support. My name is Dillon.  It looks like it's recording on all the devices you have it assigned to. To assign it to your new device you can go to the cloud section of the app, hit view details on your subscription, then edit the enabled devices there. \nCustomer: thats where I have an issue\nHuman Agent: What issue are you having when you attempt this? \nCustomer: actually, now I got it. Before it was giving me a message and none of my devices were showing up. I went back to tty and get the message to let you k ow what exactly it said and now its working.\nHuman Agent: Okay, yes, it looks like previously you may have had an issue as you had deleted one of your assigned devices. \nHuman Agent: Is there anything else I may assist you with for now?\nCustomer: can you tell me if my plan is continuous cloud plan?\nHuman Agent: You have only the clips plan at present which only makes clips when motion is detected. \nHuman Agent: It will record all motion that is detected though. But when there is no motion, there would be no recordings. \nCustomer: ok thank you. \nCustomer: That is all I appreciate the help\nHuman Agent: No problem. Have a good day!"]
["Customer: I want to cancel my subscription \nHuman Agent: Hi my name is Wendy.  You are wanting both cloud plans cancelled for cameras ZMD16EQI7521880 Entrada, ZMD16EQI7517115 Parking?\nHuman Agent: Looks like both plans were cancelled just a few minutes ago."]
["Customer: Agent\nCustomer: Hi I have two old cameras that died and I am replacing them with new ones but I have already paid for cloud service for the ones that died. I forgot how to change over the cloud service to the new cameras\nCustomer: Hello\nHuman Agent: Okay, let me look up your account to see how you subscribed, one moment. \nHuman Agent: It looks like you have 3 cameras that are susbcribed directly through us, those camera are ZMD13GEDA236805 (off account ahs no name) , ZMD13GEDA236009 Kitchen , ZMD13GEDA236253 Veranda  It looks like you also had a subscription that was going through apple, I am not able to see if its still active or not, you can check the subscription form the subscriptions area of your apple settings to find info on that.\nCustomer: Hello \nHuman Agent: Yes I replied above I said \" It looks like you have 3 cameras that are susbcribed directly through us, those camera are ZMD13GEDA236805 (off account ahs no name) , ZMD13GEDA236009 Kitchen , ZMD13GEDA236253 Veranda  It looks like you also had a subscription that was going through apple, I am not able to see if its still active or not, you can check the subscription form the subscriptions area of your apple settings to find info on that.\""]
["Customer: How can I get bill payment Support?\nCustomer: OK. Thanks Dillon\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Alright, it looks like you have an Apple subscription that did not go through today. How can I help you with that?\nCustomer: I had a fraud issue and my itunes account is temporarily disabled.  Can I make payment direct to Zmodo via credit card?\nCustomer: I'd lie\nHuman Agent: You would want to first cancel your Apple subscription so it does not attempt to renew still in the future, then you could resubscribe the cameras on user.zmodo.com which would not bill through Apple. To cancel the apple subscription, here is a link with more information on how to do that. https://support.apple.com/en-us/118428\nCustomer: I'd like to make sure my zmodo service is not interupted\nHuman Agent: Okay. If you cancel the Apple subscription and then resubscribe in the way mentioned in my last message, you should be all good there. \nCustomer: I have no idea how I would resubscribe all 14 of my zmodo cameras...that sounds extremely complicated\nHuman Agent: Your Apple subscription is only for 8 of them, the others are already subscribed through us directly. You would go to the user.zmodo.com site I mentioned after cancelling, go to the cloud section, choose the plan you want, hit subscribe, then select each of the cameras you want to subscribe and follow the rest of the prompts to pay. \nCustomer: how do I know which are direct and which are thru Apple?\nCustomer: quick question, how do I cancel my apple subscription if apple itunes has shut down my account?\nCustomer: This is comical.  My bank texted me a fraud alert of an unusual itunes charge, asked if I authorized it.  I couldn't recall any recent itunes charges so I declined the charge.  Itunes then permanently shut down my itunes apple account which is part of their service agreement.  I then realized this is a zmodo charge thru Apple itunes.  No I cant get the iteunes account disabled, would need to open a new apple account.  I just want to pay my zmodo charges.  cant believe how difficult this is becoming.  Thanks\nHuman Agent: In your cloud page of the app you can hit view details on the Apple subscription and can see which devices are enabled through it. If your Apple account is shut down, you'd need to speak with Apple about that, but if you'd like I could unassign the Apple plan from the 8 cameras so you could still subscribe them on the website, you'd just want to ensure that is definitely cancelled so it does not renew through Apple later and charge you again. \nHuman Agent: Just let me know if you'd like to unassign them so you can do it on the web app as I mentioned."]
["Customer: I would like to cancel my subscription \nCustomer: Agent \nCustomer: Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie, let me look up your account and see how you subscribed, one moment \nCustomer: Ok\nHuman Agent: It looks like your subscription goes through apple for the processor, to cancel it you will have to go into the apple phone settings, click your apple profile, select subscriptions then tap on the subscription and chose cancel. \nCustomer: Ok I do that thanks for your help that’s all for now \nHuman Agent: Okay, great, have a great night"]
["Customer: Cancel subscription \nCustomer: I’m unable to cancel my subscription. The app says to use the website and the website says to manage subscription via app \nCustomer: Agent \nCustomer: I need to cancel my subscription please help \nHuman Agent: It looks like there is a Monthly Premium Plan for 5 devices on your account.\nCustomer: I know but I need to cancel all please \nHuman Agent: Would you like the subscription canceled for all of the devices or are there specific cameras you want the subscription canceled on?\nCustomer: All then \nHuman Agent: Please give me a couple of minutes to get the subscriptions canceled.\nHuman Agent: Thank you for your patience. I have canceled the subscription for the five cameras on your account. The subscription will not renew again.\nCustomer: Thank you \nHuman Agent: You're welcome."]
["Customer: I got charged for something I didn't sign up for I didn't signed or agreed to can you guys please check and see what's going on\nCustomer: What's an good phone number to call\nCustomer: Agent\nCustomer: I got charged for something I didn't agree on can you please refund that charge and thank you\nCustomer: I did not agree to anything or signed any paper and I cancel it long time ago you need to refund the money please\nCustomer: I canceled like almost 2 years ago\nCustomer: Agent\nHuman Agent: There was a Yearly subscription plan started on 9/13/2023 that is managed through your Google account. That subscription renewed on 9/13/2024. I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?"]
["Customer: How can I replace a camera that is under a cloud subscription?\nCustomer: So just give it the same name and it will pick up the existing cameras account info?\nCustomer: When replacing a camera with subscription, it wants me to cancel subscription before removing old cameras \nCustomer: I deleted the old camera and added the new camera with the same name and the subscription did not convert\nHuman Agent: Hi my name is Wendy.\nCustomer: Hi Wendy \nHuman Agent: Which camera cloud plan are you replacing?\nCustomer: Living Room\nHuman Agent: ZMD19H3I8D40346 Living room doesn't have an active cloud plan\nCustomer: My old camera quit having a clear picture\nHuman Agent: Which camera has the cloud plan that you want to move to this camera?\nCustomer: D/static_file/5a2a614989_1_20241030154103.png\nCustomer: This is the old one \nCustomer: I screen captured before deleting \nHuman Agent: ZMD32JR44202937 thanks.  I can cancel the cloud plan on this camera then move the remaining cloud time to ZMD19H3I8D40346 .\n\nYou will unfortunately lose the legacy cloud plan discount that is on this camera.  Legacy discount plans are no longer available\nCustomer: No worries!  Thanks you for transferring!\nHuman Agent: Okay one moment and I will cancel the plan on ZMD32JR44202937 and move the remaining cloud time to ZMD19H3I8D40346\nCustomer: I did just pay in October so it should be ok until next year?\nHuman Agent: You will have the cloud plan on ZMD19H3I8D40346 now until it expires on Oct 15 2025.\nCustomer: Ok good - thanks!\nHuman Agent: You're welcome!"]
["Customer: Troubleshooting\nCustomer: Hi Mira, I can't unsubscribe from my cloud service\nCustomer: how do I contact customer service\nHuman Agent: Hi my name is Wendy.  Just a moment I will check how you are subscribed.\nCustomer: Thank you Wendy\nHuman Agent: The cloud plan on ZMD17G8IG912270 Living Room 2\tis through your Google play account.  I am unable to cancel the subscription on my end, as you are subscribed via Google but you can follow this guide on how to cancel your subscription via Google. https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid\n\nHuman Agent: I should be able to cancel the other two camera plans but it may take me a few minutes.\nCustomer: Okay please cancel them and then I will cancel the other through google.\nHuman Agent: okay please wait a few minutes\nHuman Agent: The cloud plans on ZMD13CL45236661 , ZMD12E615217030 have been cancelled.\nCustomer: Thank you\nHuman Agent: You're welcome!"]
["Customer: How can I stop payment \nCustomer: Where should I have to go to unsubscribe \nCustomer: I don't have email I don't know \nCustomer: I don't want paying for this anymore \nHuman Agent: Hi, my name is kylie im with customer care. It looks like you have 1 camera subscribed, the processor for the subscription is Google, I am not able to cancel the subscription from my end due to this. You will need to cancel from the google subscriptions area. To get there, open the play store, click your google profile in the top right, choose subscriptions then tap on the subscription and chose cancel, you will know it is canceled successfully when it shows an expiring date."]
["Customer: Hola cómo está disculpe mire yo pagué 100 dólares para poder mirar los vídeos de mi negocio y hoy en día no puedo mirar nada \nHuman Agent: Hi my name is Wendy\nHuman Agent: En un momento revisaré tu cuenta.\nHuman Agent: No veo ningún plan de nube activo.  \n\n¿Podría proporcionar una captura de pantalla de la suscripción al plan de nube?\nCustomer: Agente \nCustomer: Puedo llamar algún número \nHuman Agent: No veo ningún plan de nube activo.  \n\n¿Podría proporcionar una captura de pantalla de la suscripción al plan de nube?\nCustomer: Pero se débito 100 dólares de mi tarjeta \nHuman Agent: Solo tenemos agentes telefónicos de soporte en inglés disponibles, pero puedo enviarle una invitación para programar una devolución de llamada.\nHuman Agent: ¿Podría proporcionar una captura de pantalla de los planes en la nube que se compraron? \n\nEs posible si acabas de pagar. Todavía no lo veo por mi parte.\nCustomer: Eso se débito en mayo \nCustomer: De este año\nHuman Agent: El pago en mayo muestra un reembolso.\n\nTenemos información limitada para las suscripciones al plan de nube de Apple, pero por mi parte muestra un reembolso el 19/05/2024\n\n¿Podrías consultar el historial de pagos de tu suscripción de Apple? Vea si recibió un reembolso completo.\n\nCustomer: Y como en mi en mi negocio no avía pasado nada pero hace unos días atrás se perdió un dinero pues hoy día quiero revisar las cámaras y me sale que no hay videos \nHuman Agent: ¿Podría proporcionar la captura de pantalla del historial de compras de Apple que muestre el historial de pagos de la suscripción al plan de nube Smartz? enlace con cómo encontrar esto aquí: https://support.apple.com/en-us/118212\nCustomer: Se pagó con la tarjeta de sis Nail spa\nHuman Agent: Proporcione la captura de pantalla de su historial de compras de Apple que muestre el historial de pagos de la suscripción al plan de nube Smartz.\n\n enlace con cómo encontrar esto aquí: https://support.apple.com/en-us/118212\nHuman Agent: Por mi parte, muestra que recibió un reembolso completo.\n\nPuede registrarse para obtener nuevos planes en la nube para sus cámaras si lo desea.\n\n*Los planes de nube pagos son opcionales, no obligatorios."]
["Customer: Customer service please\nHuman Agent: How can I assist you?\nCustomer: I had 4 cameras and two of them were on a plan.  One of those is no longer working and I would like to add a different camera to the plan\nHuman Agent: Let me take a look at your account.\nHuman Agent: I have cleared the subscription from the camera that you removed from the account. You can enable another device through your app. Tap on Cloud and scroll down to the active subscription. Tap on View Details and then tap on Edit. Then you can enable the subscription on another device.\nCustomer: Thank you\nHuman Agent: You're welcome."]
["Customer: Question \nCustomer: How much will it cost to add a camera \nCustomer: Adding a camera \nCustomer: Does it cost to add a camera?\nCustomer: -1\nCustomer: Call me\nCustomer: How much will it cost to add another indoor camera?\nHuman Agent: Are you asking about adding an additional camera to your subscription? The current subscription on your account is the Yearly Premium Plan, which is $49.99 per device. So it would cost an additional $49.99 for each camera you add the the subscription.\nCustomer: How much do I pay now? What is my total?\nHuman Agent: You have two cameras subscribed, so it would be $99.99. You can see your active subscription in the Cloud tab of your app. You can also manage, cancel, or see your subscription status in your Apple account.\nCustomer: I thought im paying $79\nHuman Agent: The subscription is managed through your Apple account. You would want to check your Apple account for the past charges. It will also show you the renewal price in your Apple account.\nCustomer: I never received any update about the change of price. I shouldve been informed \nHuman Agent: If you had it a different price it was likely a promotional price, which is usually for the first billing period, then it goes to the regular price for renewals. It does state that if you are subscribing on a promotional price.\nCustomer: I've had the same price for years\nCustomer: It wasn't promotion \nCustomer: I been a member for many years as you can probably see \nHuman Agent: As I have mentioned, you would want to check the receipts from your Apple account. Since Apple processes the payments, it does not give me the exact amount that you were charged. You would need to go to your Apple account to see that.\nCustomer: I'm disturbed that I wasn't informed about the change \nCustomer: It wasn't a promotion \nHuman Agent: That has been the price for several years. It would have been the regular price when you first subscribed, so the subscription was a promotion or a discount.\nCustomer: And you don't have promotions for adding a new camera?\nHuman Agent: No, there is not currently a promotion on the cloud plan running and there is not a specific promotion for subscribing new cameras.\nCustomer: Ok I'll check with other companies\nHuman Agent: Do you have any other questions about your subscription specifically or about the cloud plans in general?\nCustomer: How much would it be per a month\nHuman Agent: The Premium Plan is $4.99 per month per device."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: How can i chamge payment if i dont have apple anymore\nCustomer: Agebt\nCustomer: Agent\nCustomer: Hello i need to chamge my payment method and have no access to my apple account. I closed and cancelled this subscription when i got an android phone\nHuman Agent: Hello, you've reached customer care, my name is Kylie. You can subscribe through your android phone, the subscription will go through google for the processor if you subscribe from the app with it. \nHuman Agent: otherwise the only other way to subscribe is from the website user.zmodo.com but it will only have the Zmodo plans not the smartz plans, Smartz does not have a web app at this time."]
["Customer: I thought I deleted my cloud service last month. I see I'm being charged for another month.\nCustomer: How do I speak with a agent\nCustomer: Agent\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: Yes\nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option.\nCustomer: Ok I'll try this and be back in a minute\nCustomer: Ok I did it. I originally did it on the zmodo app under the cloud tab and thought that was good.\nHuman Agent: Because Google processes in-app purchases on their devices, it is managed through your Google account and needs to be canceled there. If it shows as canceled in your Google account, then it will be canceled and will not renew again.\nCustomer: So I take it I'm going to be stuck with another month's bill.\nHuman Agent: You can try contacting Google support to see about a refund. We would not be able to issue a refund since we do not process the payment. \nCustomer: Ok thanks\nHuman Agent: You're welcome."]
["Customer: How do I change the payment information?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like you're subscribed through Apple so you would need to update your Apple payment information. Here is a link with more information on how to do that. https://support.apple.com/en-us/118429\nCustomer: If my payment information isn’t being stored then how do I get charged monthly for a plan?\nCustomer: How do I go about changing the information that is used for recurring billing"]
["Customer: Telephone  call \nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? If you would prefer a call, it would have to be scheduled for a future time, otherwise I can also help you now from here. \nCustomer: Hi Dillon, My two cameras are saying that I need a subscription now. Do you remember me from yesterday?\nCustomer: Can you see the chat from yesterday when I talked with Grant?\nHuman Agent: Yes, one moment, let me check what all had been done during your chat with Grant as I had advised on some possible solutions, but I'm unsure what all you guys had gotten to try at that time. \nCustomer: Okay\nHuman Agent: Okay, we have two main options we could try. One would be that I could entirely wipe the cloud information from the cameras and then readd it. This may delete the recordings you have currently (as I understand you're able to access them by changing the date at the moment). The other option would be resubscribing to the same plan which would just turn renewal back on. I understand you were unable to do this yesterday, but as we discussed, it's likely because you had removed your payment information from Google so adding that will hopefully allow for that. Is there one of these that you would like to try first?\nCustomer: I have money on the Google pay, but it still would not let me renew\nHuman Agent: As we discussed yesterday, they generally require a normal payment method to subscribe to subscriptions since that is continued money coming out of the account. It may allow you to use that to pay, but likely will not allow for a subscription with only that. The same tends to apply with reloadable cards. \nCustomer: I don't want to lose my recordings\nCustomer: I pay with the Google pay card\nHuman Agent: Okay, resubscribing would likely be the best option to try then once you have added a card. Otherwise if you do not wish to do that, the best option to not lose recordings would unfortunately be to use the calendar to access recordings until the 30th. \nCustomer: I mean paid\nHuman Agent: You noted yesterday that you had a card on there and removed it and are using that. \nHuman Agent: As in a normal credit card. \nCustomer: That was not this subscription that was ring. I paid for this one with Google pay card....\nCustomer: But I can't get to the point to enter a credit card when trying to subscribe \nHuman Agent: That is done through your Google account. Here is a link with information on how to update your Google Pay payment methods. https://support.google.com/googleplay/answer/4646404\nCustomer: Okay I will try that. Can I schedule a call \nHuman Agent: Yes, I sent the call scheduling button earlier in the chat and will send it again here. \nCustomer: Yes, I re subscribed on Google play\nHuman Agent: Okay, did that make any difference for you in the app? \nCustomer: It said I would be charged $9.99 on 30 October \nCustomer: I will check\nHuman Agent: Yes, that is your renewal date. So as long as it is not cancelled by then, it would renew at that time. When you say you did it in google play, do you mean you had not restarted it from the app? \nCustomer: Yes, the Google app still showed cancel\nHuman Agent: Yes, Google would have the option to cancel since you resubscribed. \nCustomer: I still can't see the recordings without changing the date and then going  back to today \nCustomer: Do I need to close the app \nHuman Agent: Okay, if you go to the cloud tab in the app, then hit view details on your subscription, is the edit button back next to \"Enabled devices\"?\nCustomer: Let me check \nHuman Agent: Okay. \nCustomer: Yes, it is there. I added the 2 cameras back\nHuman Agent: Okay, now try restarting the app and see if playback works normally again please. \nCustomer: Okay\nHuman Agent: Thanks. \nCustomer: Yes, it is back to normal 👏 👏 👏 \nCustomer: Go Dillon!!!!\nHuman Agent: Wonderful, good to hear it's normal again. Is there anything else I can help you with for now? \nCustomer: That's it.... Oh how do I cancel the phone call\nHuman Agent: I can get it cancelled for you, one moment. \nHuman Agent: Alright, all cancelled. \nCustomer: Thank you and stay safe always Dillon\nHuman Agent: No problem and you too! Have a good day!"]
["Customer: Troubleshooting\nCustomer: Español? Lenguage \nCustomer: Agente\nCustomer: Buenos días \nHuman Agent: \nHola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?\nCustomer: Hola \nCustomer: Vieras q hice la renovación de tres dispositivos pero no se activaron \nCustomer: De la nube \nCustomer: Trato de habilitarlos pero me sale error \nCustomer: Me pueden ayudar \nCustomer: 1\nHuman Agent: Parece que para corregir este problema tendría que cancelar la suscripción y luego iniciarla nuevamente, lo que habilitará las cámaras. Cuando haga esto, siempre que seleccione el mismo plan y la cantidad de cámaras que antes, no se le cobrará nuevamente."]
["Customer: Please cancel my subscription \nCustomer: Agent\nCustomer: Please cancel my subscription \nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: Yes\nHuman Agent: Open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option."]
["Customer: I need to make changes on my cloud plans\nCustomer: I cant cancel the plan on some camaras\nCustomer: I need further assistance\nCustomer: I need to make changes on my cloud plans\nHuman Agent: Hello, you've reached customer care, my name is Kylie. What type of change are you wanting to do?\nCustomer: I need to cancel cloud plan on some cameras\nCustomer: Hello?\nHuman Agent: Okay I can cancel them from my end for you, are they cameras currently on your account? If so just tell me the named of them and I can cancel the subs for those specific cameras. \nCustomer: Cancel PM3\nHuman Agent: Okay, is that the only one?\nCustomer: Cancel SR2\nCustomer: Add OL1\nCustomer: Why I was not able to do it?\nCustomer: I appreciate your help\nHuman Agent: Okay one moment while I cancel these for you. \nCustomer: Since I just payed today, I understand that the cameras I just cancelled will be recording until April 11, correct?\nCustomer: Or you cal cancel this month’s subscription?\nCustomer: On those two cameras \nHuman Agent: The subscription is not able to be totally moved from one camera to the other, it doesn't carry over the billing. But I can move the leftover time from one camera to another one as long as the camera doesn't already have service or is subscribed. You said you wanted to add the OL1 camera, do you want me to move the leftover time from one of the other two cameras onto that one? if you don't want the leftover time moved then its no problem, you would just subscribe that OL1 camera instead. \nHuman Agent: I successfully canceled the SR2 and the OL1 cameras for you. You can cancel the cameras yourself at any time from the web where you created your account originally, which is user.zmodo.com \nCustomer: Ok, please take the left over time from SR2 for OL1 please\nHuman Agent: Okay, One moment while I move that leftover time. \nCustomer: OL1 is new, not to be cancelled\nCustomer: I cancelled PM3 and SR 2\nHuman Agent: OL1 does not have a subscription tied to it, I am moving the leftover time from SR2 for OL1 for you now, but when that time ends the camera will not automatically renew and if you wish to continue the service you would just subscribe that camera at that time. \nHuman Agent: I apologize, I misspoke earlier and pasted the wrong camera name on accident, I did cancel the PM3 and SR2 cameras only. \nCustomer: Thank you\nHuman Agent: I moved the leftover time for you sucessfully, the OL1 camera will have cloud time until 2025-04-12.\nHuman Agent: Any other questions I can assist you with before we go today?\nCustomer: What about left over time on the other camera?\nHuman Agent: The time on the PM3 camera is still on it, are you also wanting that cameras leftover time moved to another device?\nCustomer: Ok, we can leave PM3 recording\nCustomer: I don’t see OL1 on my subscription list \nCustomer: Can we add it please?\nCustomer: So I can see I will be billed on 4/12 the 4 cameras?\nCustomer: D/static_file/a1e1dce936_1_20250312114546.jpg\nHuman Agent: I think you may have missed my message above, I said \"The subscription is not able to be totally moved from one camera to the other, it doesn't carry over the billing. But I can move the leftover time from one camera to another one as long as the camera doesn't already have service or is subscribed. You said you wanted to add the OL1 camera, do you want me to move the leftover time from one of the other two cameras onto that one? if you don't want the leftover time moved then its no problem, you would just subscribe that OL1 camera instead.\"\nCustomer: Ok, understood. I will add OL1 on April 12\nHuman Agent: Okay, Have a wonderful day\nCustomer: You too and thank you for your help\nHuman Agent: Thank you, it was a pleasure to assist you today. Farewell"]
["Customer: I paid for my subscription a few days ago but it's not showing up on my cameras\nCustomer: Okay I'm going to try what you told me\nCustomer: Okay I updated it I logged out I did the things you told me and I even tried to pay for it again and they told me I'm already subscribed but it's not showing up when I checked my events I can tell it's not alive it's a live feed but on the events it's not showing live\nCustomer: Can I have a live agent because I've tried everything and it's not working\nCustomer: Agent\nHuman Agent: When was the last time you were charged, the latest I see on our end is 8/21/2024\nCustomer: No I paid for it about two two days ago\nCustomer: And I just tried to pay for it again and it sells me I'm already subscribed\nCustomer: Tells me\nHuman Agent: Did you subscribe via the google menu or from the app? \nCustomer: From the app like I always I've been with you guys for about 5 or 6 years that I never had this issue might be longer than that\nHuman Agent: Did you subscribe via the google menu or from the app? \n\nCustomer: From the app that's the only way I know how to do it and that's the way I always did it and the money is missing from my account and when I try to pay for it again it tells me I'm already subscribed\nHuman Agent: Okay lets have you cancel the subscription and resubscribe via the app again. It will not charge you again. \nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option.\n\nCustomer: Yes I'm here but it's asking me what's making me cancel\nHuman Agent: You can just select anything \nHuman Agent: Or other \nCustomer: Okay I'm doing it now\nCustomer: Okay I did that what's the next option\nCustomer: So I need to resubscribe now\nHuman Agent: You want to subscribe via the app, so open the app make sure you select the same plan that you originally had. From there tap on subscribe and select the camera you want to subscribe. \nCustomer: So that means I have to pay all over again\nHuman Agent: No it wont charge you again.\nCustomer: Okay I'm going I'm going to give it a try\nCustomer: Took out for two cameras but I only see where they're going to let me do one\nHuman Agent: Can you send me a picture of what you mean \nCustomer: Give me a second she is saying payment unsuccessful see I'm not trying to pay again for it but I'm going to send you a picture of the page\nHuman Agent: Ok\nCustomer: D/static_file/e4af5a1f9e_1_20241101134935.jpg\nCustomer: Did you get the picture\nHuman Agent: Okay you would need to check the payment method being used on the google account\nCustomer: My point is I pay for it the other day and if I do it this way it's going to take money out my account again\nHuman Agent: It shouldn't charge you again. Before you check out it will indicate the cost from google \nCustomer: Okay I'm going to give it a try\nCustomer: I'm trying to see if it go through without charging me again it's buffering now\nHuman Agent: Okay"]
["Customer: Hi, I m trying to start a premium subscription,but it says too many devices to start thr the app and to contact cust service.\nCustomer: Are you customer service, if not what is phone number.\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You may either subscribe on user.zmodo.com instead if you would like to specifically get that plan or our partner Smartz has plans available in their app (Smartz Eaze) as well which allow for unlimited devices. \nCustomer: Smartz eaze is not good,\nCustomer: What is the device number limit?\nHuman Agent: If you choose to subscribe there you would need to use the app to move service if you ever want to or for the file storage and AI clips, but for camera and cloud usage you could still use Zmodo if you would like. Otherwise if you want to subscribe via Zmodo, you may still do so with as many cameras as you would like on user.zmodo.com. \nCustomer: I wss just trying to do that and it said too many devices.\nHuman Agent: That would happen in the phone app, but should not happen on user.zmodo.com. Are you sure you were on user.zmodo.com rather than the Zmodo phone app?\nCustomer: I was on phone app.\nHuman Agent: Okay, you would need to log in on user.zmodo.com to bypass that limit. \nCustomer: I ll try,my yrial ends today.\nCustomer: Trial\nHuman Agent: Okay, anything else I can help you with for now?\nCustomer: No\nHuman Agent: Okay, have a good evening. \nCustomer: Where would I find the email and password to use to sifn in on the user.zmodo.com"]
["Customer: I just got charged for a renewal fee for one of my cameras for the cloud but I haven't used this service since March of this year and did not realize I was still signed up for payments. I would like a refund for the charge please. I cancelled all subscriptions now \nHuman Agent: I took a look at your account and it looks like you have canceled the subscriptions already. \nHuman Agent: Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date.\nCustomer: Yes I just cancelled them all for future charges. But I got charged today for the services but I haven't used zmodo since March 1st of 2024 because my new wifi wasn't compatible with the cameras. So I shouldn't be charged for something I haven't been using \nCustomer: I was just charged $25. I would like a refund. \nHuman Agent: Cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date. Also, any home or small office router is capable of making both a 5 GHz and 2.4 GHz Wi-Fi network at the same time, and the cameras would connect to the 2.4 GHz network.\nCustomer: Make sure all of my subscriptions are cancelled so I don't have this problem in the future please. Make sure I won't be charged for any services again through zmodo please and confirm with me \nHuman Agent: The subscriptions on your account are canceled and so they will not renew again.\nCustomer: Thank you have a great day \nHuman Agent: You're welcome. You have a good day, too."]
["Customer: I'm still having trouble with the payback on the time lapse video. It doesn't work anymore. \nCustomer: I'm still having problems\nCustomer: The time lapse playback does not work. \nCustomer: I need to speak to a real person\nCustomer: Agent\nCustomer: Ok\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What sort of issue are you having with the flashback feature?\nCustomer: It just doesn't work. I've tried it on 2 device's. It just times out\nHuman Agent: Have you tried on both data and on wifi? \nCustomer: Yes. \nCustomer: It worked fine up to about 2 weeks ago \nCustomer: And it worked once yesterday on only one of the cameras. But only worked once\nHuman Agent: Are you on an Android or an iPhone? \nCustomer: Android \nHuman Agent: Please make sure your app is fully updated and in your android settings, go to apps, zmodo, then likely in storage, clear the data and cache. You may need to log back in then when you open the app again. \nCustomer: Ok. It is working now on one camera only. I should have 4.  I will try what you suggest. Thank you\nHuman Agent: The deck camera is offline, but yes, the other 3 (BY, SY, and FD) are online and recording) so you should be able to do the flashback feature with them."]
["Customer: Is there a price per camera for the cloud subscription, or can you have multiple cameras for the one price\nCustomer: Do you have to pay per camera\nHuman Agent: Hi my name is Wendy.  Paid cloud plans are optional not required.  If you do want to purchase paid cloud plans, they are per device. \n\nEach cloud plan applies to an individual camera."]
["Customer: I have questions \nCustomer: I trying to setup iCloud this is showing $3.99 when i proceed show $9.99\nCustomer: I need to talk someone in customer service \nCustomer: I need to talk someone in customer service \nHuman Agent: The $3.99 is per device, and when you select 3 or more devices, it changes to the Household plan, which lets you add as many devices as you want for $9.99."]
["Customer: Thanks for your help.  Ive spent to much time trying to setup my meShare cameras.  I do not want to renew my subscription.   \nHuman Agent: Hello, my name is Grant. I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?"]
["Customer: I need to turn my payment off my camera is broken \nCustomer: I want my cloud service to end\nCustomer: 1\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It seems you're subscribed through Apple so you would need to cancel through your Apple subscriptions. Here is a link with more information on how to do that. https://support.apple.com/en-us/118428\nCustomer: Yes\nCustomer: My camera went down in flood I need my cloud payment s turned off\nHuman Agent: Okay, did you see my previous message?\nCustomer: Yes\nHuman Agent: Okay, you would need to cancel there. We cannot cancel it from our end. \nCustomer: I’ve tried it just says suscriped\nCustomer: Is there a phone support \nHuman Agent: There is, but we cannot cancel for you. You would need to cancel via your Apple subscriptions as I noted. If you have trouble with that, it may be best to contact Apple support. I'll send the link again that describes how to cancel as if you can see it listed in your Apple subscriptions as subscribed, you should be able to tap on it and choose to cancel. https://support.apple.com/en-us/118428\nCustomer: Thank you\nHuman Agent: No problem, is there anything else I can assist you with for now?"]
["Customer: Troubleshooting\nCustomer: Agent \nCustomer: Ok\nHuman Agent: How can I assist you?\nCustomer: Can’t re subscribe \nHuman Agent: Are you trying to subscribe through the web app or the mobile app? And do you get an error message when you try to subscribe?\nCustomer: D/static_file/5278b42ea1_1_20241216171513.png\nCustomer: Every time \nHuman Agent: Alright, can you look at the Cloud screen? If you scroll down, is there a subscription listed there?\nCustomer: No subscription \nHuman Agent: There is nothing listed there at all?\nCustomer: D/static_file/99864e69ee_1_20241216172207.png\nHuman Agent: Alright, so it shows a subscription there. What happens when you tap on View Details?\nCustomer: D/static_file/365612285c_1_20241216172543.png\nHuman Agent: Can you tap on Edit?\nCustomer: D/static_file/0075dc1803_1_20241216173018.png\nHuman Agent: Can you check the status of the subscription in your Apple account? To check the status of your subscription managed via Apple. Open the Settings app. Tap your name at the top. Tap Subscriptions, find the subscription then tap on it to see its status.\nCustomer: There is no subscription \nHuman Agent: Ah, okay, so it looks like it did not renew. If you do not see any subscription listed there, then you may have used a different Apple account.\nHuman Agent: You can check the status of another Apple account you may have used. You can also subscribe through the web app at user.zmodo.com\nCustomer: Went to the website still won’t let me \nHuman Agent: What do you get when you go to the web app?\nCustomer: The same thing some plan already exists \nHuman Agent: Can you send a screenshot of what you are seeing? And it is through your web browser? It did not take you back to the mobile app?\nCustomer: Yes it did \nHuman Agent: It did take you back to the mobile app?\nHuman Agent: If it takes you back to the mobile app, then that would still be you subscribing the same way as before. The web app is separate. There may be a setting on your phone that is redirecting you. Otherwise, you can try on another phone, tablet, or computer.\nCustomer: Ok\nHuman Agent: I want to let you know that the Live Chat support will close in 10 minutes. If we run out of time, I will send you an invitation to schedule a callback.\nCustomer: I think I got it thank you for your help have a great evening \nHuman Agent: The cameras are showing as subscribed on our end now. You're welcome. You have a good evening, too."]
["Customer: Hi. I just downloaded this app. It won't show 3 of my cameras.\nCustomer: Where is customer suppport\nCustomer: How do I find customer support?\nHuman Agent: Which 3 camera is it not showing? \nHuman Agent: cameras*\nCustomer: Yes\nHuman Agent: Which 3 cameras is it not showing? \nCustomer: Tfrontporch, Tshop, Tbackyard\nCustomer: They are showing the video feed in my settings, but not available on my homepage \nHuman Agent: If you tap on devices do you see them on the device list? \nCustomer: Yes\nHuman Agent: On the home page if you swipe the small camera under the large image you can see the next section of cameras\nCustomer: Yes\nHuman Agent: Is that where they were not showing? \nCustomer: But these 3 show timeout \nHuman Agent: Can you send me a picture of how they show \nCustomer: Ok\nCustomer: D/static_file/2525450341_1_20241018123248.jpg\nCustomer: I can see the video feed in settings/motion detection area\nHuman Agent: Can you see them on the Zmodo app currently? \nCustomer: Yes\nHuman Agent: Can you force close the Smartz app then reopne it and let me know if it shows the same? \n\nCustomer: D/static_file/d2019208e2_1_20241018124022.jpg\nCustomer: Zmodo app view\nCustomer: Ok\nHuman Agent: Thank you \nCustomer: Still the same\nCustomer: D/static_file/e5bdb1502a_1_20241018124247.jpg\nCustomer: For your info, I have 4 cameras at a different location, 3 of which are not showing here, 1 the T solar is working\nHuman Agent: Do you know if these cameras were at one point connected to the offline device named Timberon\nCustomer: D/static_file/75f7f83825_1_20241018124611.jpg\nHuman Agent: Do you know if these cameras were at one point connected to the offline device named Timberon\n\nCustomer: Not named T solar but this one is there and working.\n\nNot connected to Timberon device. These are all wireless, and Timberon was a wired system that used a hard drive setup.\nCustomer: Timberon system is no longer used\nHuman Agent: Is it okay if I remove it. Sometimes the app can get confused and try to pull the camera feeds via the NVR? \nCustomer: Mice and rats at that location kept chewing up the exposed wiring, \nCustomer: Yes, delete it and all the stuff showing after it to.\nCustomer: I am using the cameras with locatio labels\nCustomer: Location labels\nHuman Agent: Yes but it the app sometimes thinks they are linked via the NVR which is the case here. As when I deleted the NVR it cleared the cameras. I am adding them back to the account, you will need to adjust the timezone settings in a moment \nHuman Agent: Okay please let me know if you see them \nCustomer: Looking now...\nHuman Agent: Okay \nCustomer: The Timberon nvr is gone but still not loading those cameras yet.\nHuman Agent: Can you sign out and sign back in please?\nCustomer: Can you delete timbberon(1) thru(8).? I don't know why these are there.\nHuman Agent: I do not see those on your account I only see 7 cameras (Left Window, Side porch, Right window, solar equipment, t back yard, t shop, and t front porch) have you sign out and sign back in on the smartz app? \n\nCustomer: Doing it now\nHuman Agent: Ok\nCustomer: You fixed it.\nHuman Agent: great, please double check the time settings \nCustomer: All of my cameras did load up at both locations. The T back porch camera works but doesn't show the small preview.\nCustomer: Ok looking now\nHuman Agent: Okay \nCustomer: The 3 T cameras timestamps are off. I can correct that in seettings.\nCustomer: D/static_file/451b186de3_1_20241018131239.jpg\nHuman Agent: What part is cut off? \nCustomer: This is the only camera that doesn't show the preeview\nCustomer: T backyard is showing now\nHuman Agent: Okay \n\nCustomer: This camera has always been the slowest to load up\nCustomer: Maybe the resolution of 1080 is too much for the internet there?\nCustomer: On to my next question.  I'm wanting to purchase a clip plan offered. How many cameras can be on it, and having 2 different locations does that make a difference?\nHuman Agent: The 2 location does not make a difference currently but it could in the future. If you subscribe more than 2 cameras at once it will put you on the unlimited devices plan where you can always add cameras to that same plan in the future. \nCustomer: This unlimited devices plan? Yes, where can I find the plan description? And I am probably looking at only 10 total cameras\nHuman Agent: If you tap on the cloud you can see the plan options at the top, then once you select the plan it will show you a list of the cameras. If you put a check mark next to the devices you want subscribed at the bottom it will change to unlimited once select 3 or more devices. \nCustomer: How much is this plan?\nCustomer: The plus plan is 3.99 per camera\nCustomer: I'll look at it now.\nHuman Agent: It will show you the cost at the bottom along with the device quantity, please keep in mind there might also be tax depending on your location\nCustomer: It is showing for my cameras, $100 a year. But where can I find out what the difference is from this plan to what is currently being used. What are the advantages to buying this new plan?\nCustomer: And my new cameras (3) are not installed yet. Maybe I should wait till then?\nHuman Agent: There is no current active plan on your account the Zmodo plan for the 7 days is $49.99 per year per camera. For the 30 day plan its $99.99 per camera per year  \nHuman Agent: You can wait it is up to you\nCustomer: I thought there is a plan that covers 8 or 10 cameras all together for the same cost?\nHuman Agent: Yes the plans on smartz do \nCustomer: I'm on Smartz now\nCustomer: My app is Smartz Ease\nCustomer: I just installed it today\nHuman Agent: Yes the plan on smartz if you sign up with 3 or more devices the plan changes to an unlimited device plan for 1 price \nCustomer: Was using the Zmodo app\nHuman Agent: Yes the plan on smartz if you sign up with 3 or more devices the plan changes to an unlimited device plan for 1 price \n\nCustomer: Ok\nCustomer: That's better. \nCustomer: Is there a link where I can read about what this plan does?\nCustomer: Why is it better?\nHuman Agent: https://www.smartzliving.ai/price\nCustomer: Ok\nHuman Agent: Is there anything else we can help with? \nCustomer: Ok. Thanks for helping me fix these issues with my cameras. And I'll look into the plus clip plan. Thanks, bye."]
["Customer: Agent \nCustomer: Still no answer as to why I'm paying for 3 cameras when one doesn't show at all on here and the other is always timing out only one seems to work\nHuman Agent: If you have three cameras subscribed, that means you removed one from your account. You can cancel the subscription in your Google account or you can tap on subscribe and decrease the subscription to 2 devices.\nHuman Agent: Which camera on your account goes offline?"]
["Customer: I really need help in recovering data from 11/30/24\nCustomer: There was a accident involving our car and I had it, no it’s not there \nCustomer: Video of the perpetrator hitting the vehicle \nCustomer: Yes I need November 30 11:30 pm to 12am\nCustomer: The footage of the incident \nCustomer: Hello \nCustomer: Is there any one there \nHuman Agent: Hello, you've reached customer care, my name is Kylie. You Have the 30 day plan on the cameras, This gives you a  window of 30 days form the point you try to do the playback on, any footage from Nov 30th would have already been overwritten to make room for more footage as that's more then 30 days in the past. So unfortunately if there was any footage that day its long gone. \nCustomer: I have 45 seconds of the incident saved \nCustomer: How can I prevent this from happening again \nCustomer: How much does unlimited retention cost \nCustomer: Hey \nCustomer: Hello \nHuman Agent: No the largest plan we have is the 30 day plan\nHuman Agent: you to prevent this from happening again would just have to check it within the 30 day window and save footage, any footage downloaded is yours until you delete the downloaded file."]
["Customer: Hi. I have some questions about my acct \nCustomer: I pay for 3 cameras and I just replaced one of the 3 cameras but it keeps saying to start a free subscription rather than just adding it as my 3rd camera\nCustomer: Okay \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like you still had the service assigned to your old camera. You will need to swap that over to have it on the new camera. You can do that by going to the cloud page of the app, hit view details on your subscription, then edit next to Enabled devices. \nCustomer: Thank you!  That worked\nHuman Agent: Wonderful. Is there anything else I can help you with for now?\nCustomer: No that is all.  Thank you!\nHuman Agent: Okay, have a good evening!"]
["Customer: Troubleshooting\nCustomer: Hi I replaced my shop camera with the smart device camera. It quit working and I bought a new camera. Thanks, Donna Burley\nCustomer: Ok\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You should be able to go to the cloud section of the app, hit view details on your subscription, then edit next to enabled devices to change which cameras have your cloud plan assigned so that you may move it from the old device to the new one. \nCustomer: Also I have a new tablet, I downloaded the site but my cameras don’t show up in app?\nHuman Agent: It sounds like you're likely logged into a different account on it. Please log out via the Me section and log in using this same jstdonna2012@yahoo.com account. \nCustomer: Thanks\nHuman Agent: No problem."]
["Customer: Hola por favor quisiera cancelar mi suscripción. No sé cómo hacerlo\nCustomer: Por favor necesito me ayuden a cancelar mi suscripcion\nCustomer: Agent\nCustomer: Agent.\nCustomer care\nCustomer: Ok\nHuman Agent: Déjame echar un vistazo a tu cuenta.\nHuman Agent: Hay un plan mensual premium para un dispositivo en su cuenta. Solo quiero confirmar que desea cancelar esa suscripción para que no se renueve nuevamente. ¿Es así?\nCustomer: Si. Así es\nHuman Agent: Gracias. He cancelado la suscripción y no se volverá a renovar.\nCustomer: Ok. Gracias \nHuman Agent: De nada."]
["Customer: How do I add my cameras to my cloud account \nCustomer: -1\nCustomer: I tried that it didn’t work\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Unfortunately it would not be possible to add them into the same bill unless you cancelled and resubscribed (which I would not recommend as you would lose your current discount). If you would like to subscribe other cameras separately though you may either subscribe them from the cloud section of the app or the cloud section of user.zmodo.com."]
["Customer: cancel\nCustomer: agent\nCustomer: Agent\nCustomer: Cancel my subscriptiom\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: Yes, ill cancel it on my end. i got it\nHuman Agent: Do you have any other questions?"]
["Customer: I have replaced a camera still only have 2 cameras how can I take the one I replaced off my account \nHuman Agent: You can edit which camera is enabled on the subscription in your app. Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “Enable” at the bottom.\nCustomer: I tried adding the new camera and deleting the old camera.  It is updating now.  I have to wait until that finishes\nHuman Agent: You do not need to wait for the firmware update. You can back out and it will continue to update. You just want to be sure to not unplug the camera or disconnect the internet.\nCustomer: It says service is still on the old but not on the new one\nHuman Agent: Yes, so you would need to edit the enabled device in your app. Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “Enable” at the bottom.\nCustomer: Ok I think I  have got the 2 right ones on my plan now.  \n\nCustomer: How can I  delete the disabled off my home screen\nCustomer: I just did it...think everything is right now.  Thanks for your help!!\nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: I just payed for the year it's says to subscribe I need my cameras to work 7/24 or can someone give me a call back 337-258-5683\nCustomer: Can you get me there \nCustomer: I need my cameras to work 24 7 I just payed for the year \nHuman Agent: Hello, you've reached customer care, my name is Kylie.  I looked up your account and both cameras have been subscribed successfully and are recording video as they should, are you unable to view the playback or what is the trouble you are experiencing today?"]
["Customer: Hello\nCustomer: Representative \nCustomer: If I subscribe to the 30day cloud storage now can I pull video from 2 weka ago?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nHuman Agent: No, it only starts recording once you subscribe. \nCustomer: So all data past 7 days is deleted?\nCustomer: I have 7day cloud storage is all data deleted past 7 days?\nHuman Agent: If you had a 7 day plan at the time of the event and had not downloaded the footage, all footage past that point would have already been deleted. \nCustomer: Ok\nHuman Agent: Is there anything else I can help you with for now?"]
["Customer: Set up\nCustomer: Hey can I get the video of 8/13\nCustomer: 8/5/24\nCustomer: -1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. The footage from that time would not exist any longer. It is held only according to the time designated in your plan. At that time you had a plan that holds footage on our servers for 7 days so it would have been deleted after 7 days if you had not downloaded it to keep it permanently. So unfortunately it would not be recoverable."]
["Customer: Please cancel my service \nCustomer: Agent\nCustomer: Please cancel my service \nCustomer: Ok\nHuman Agent: Hello, my name is kylie, It looks like you have the subscription through apple, I am not able to cancel the subscription from my end due to this. You will need to cancel from the apple subscriptions area. To get there, open the apple settings, click your  profile, choose subscriptions then tap on the subscription and chose cancel, you will know it is canceled successfully when it shows an expiring date. \nCustomer: That worked thank you \nHuman Agent: Fantastic, thank you as well, have a great rest of your day"]
["Customer: I would like to shut off our service as we have closed the business\nCustomer: Agent\nCustomer: Cancel\nHuman Agent: Alright, let me take a look at your account.\nHuman Agent: Alright, I see 3 different subscriptions on your account. There is a Yearly Premium Plan for 1 device, a Yearly Premium Plane for 2 devices, and a Yearly Platinum Plan for 2 devices. Would you like the subscriptions on all 5 devices canceled?\nCustomer: Yes\nHuman Agent: Alright, please give me a few minutes to get those subscriptions canceled.\nHuman Agent: Thank you for your patience. I have canceled the subscriptions and they will not renew again.\nCustomer: Thanks\nHuman Agent: You're welcome. Do you have any other questions?"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: I subscribed 5 cameras yesterday. one of them still shows expired\nHuman Agent: Hi my name is Wendy.  Which camera shows expired?  What is the name or device ID?\nCustomer: I purchased a subscription for 4 cams and then one additional cam 5 minutes later. only 4 cams renewed.   when I check status, one cam is still showing expired\nCustomer: I will look it up\nHuman Agent: okay thanks\nCustomer: bld C patio was renewed yesterday but still showed expired\nHuman Agent: okay one moment let me check\nHuman Agent: It may take me a few minutes, please wait\nCustomer: ok\nHuman Agent: ZMD17H4IF906709 Bld C patio shows offline -is the camera unplugged?\nCustomer: no, it was working an hour ago\nCustomer: can you see the renewal payment on this camera just yesterday?\nHuman Agent: okay yes I see it goes offline/online.  Yes I see it but I am not sure why the camera didn't take the plan.  I am checking with my supervisor but it may be a few minutes.\nCustomer: ok\nHuman Agent: are you at the location with this camera right now?\nCustomer: no\nHuman Agent: ok\nHuman Agent: I have turned the cloud plan on camera ZMD17H4IF906709.  However the camera is currently offline.  The camera will start recording as soon as it goes back online.\nCustomer: ok, thank you,  I have another request\nHuman Agent: sure\nHuman Agent: What is the question?\nCustomer: I have just dded a couple of new cameras due to their quit working.   they still have cloud subscription until 4/25/25.  How do I transfer those subscriptions to another camera?\nHuman Agent: Which cameras stopped working? what are the names or the device IDs?\nCustomer: bld f  quit and has subscription remaining.  I would like to transfer to red maple 2 camera\nHuman Agent: Let me check how this one is subscribed, one moment\nCustomer: expires 4/25/25\nHuman Agent: I could cancel the cloud plan on camera ZMD15ISI4230036 Bld F\t then move the remaining cloud time to ZMD17H4IF905070 red maple2 -would you like me to do this for you?\nCustomer: yes , please make sure the exp date is 4/25/25\nHuman Agent: The expiration date would be Apr 28, 2025.  One moment I will cancel the plan, then move the time over to maple 2\nHuman Agent: Cloud plan on camera ZMD15ISI4230036 Bld F has been cancelled then remaining cloud time has been moved to ZMD17H4IF905070 red maple2.  You will have the 7-day cloud plan on maple2 until it expires on Apr 28 2025.\nCustomer: ok,   then one more.  bld D (expires on the same day) cancel plan and move time to red maple !\nHuman Agent: okay one moment\nHuman Agent: You want the remaining time moved to red maple 1 right?\nCustomer: yes please\nHuman Agent: ok one moment\nHuman Agent: cloud plan on camera ZMD17L8IH800889  Bld D has been cancelled, the remaining cloud time moved to ZMD17H4IF906697 red maple 1.  You will have the 7-day cloud plan on red maple 1 until it expires on Apr 28, 2025.\nCustomer: thank you,  can I/ you delete these old cameras we just removed the cloud service from?\nHuman Agent: You are wanting cameras ZMD15ISI4230036  Bld F  &  ZMD17L8IH800889  Bld D  deleted from your account?\nCustomer: yes\nHuman Agent: Sure just a moment\nHuman Agent: ZMD15ISI4230036 & ZMD17L8IH800889 have been removed from your account.\nCustomer: thank you too much!   I would have preferred to talk to an agent on the phone. Is that available?\nHuman Agent: If you refresh the screen or log out and back in again you should no longer see these 2 cameras on your account.\n\nI can send you an invite to schedule a callback if you would like.\nCustomer: no, I was looking for that option in the future.  thank you\nCustomer:  one last question\nHuman Agent: just contact us on live chat (ask for an AGENT) then ask the agent to send an invite to schedule a callback.\nHuman Agent: Live chat agents are available M-F 9am-12pm CST and 1pm-6pm CST\nHuman Agent: Sure what is the question?\nCustomer: can I sort the cameras in a preferred order on my phone?\nHuman Agent: On the phone app tap on \"Settings\" across from \"My devices\"\nHuman Agent: Tap on \"sort\" at the top of the screen tap and hold the 3 lines next to each camera to arrange them then tap on \"save\nCustomer: ok.  one last thing. I have shared some cameras and the camera names don't match. can I rename cameras and have the new names show op on my shared accounts?\nHuman Agent: I'm not sure if the new names will show on the shared account.  One moment let me check\nHuman Agent: The new name will not automatically be sent to the shared account.  You would need to turn off sharing or have that person delete the cameras from the shared account then re-share the camera after the name has been changed.\nCustomer: ok.  thank you.  could you schedule me an agent call back for this time tomorrow?\nHuman Agent: I just sent you an invite so you can schedule the callback"]
["Customer: I just upgraded my subscription to platinum but it is still telling me I have no subscription \nCustomer: I need customer service\nCustomer: Ok I have a subscription it’s just on the wrong device\nCustomer: It won’t let me change it either\nCustomer: I just need help switching it to another device\nCustomer: Are you there still\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. \n\nHuman Agent: What sort of issue are you having when you attempt to change it from the view details, then edit option I mentioned in the previous chat?\nCustomer: I need help switching my subscription to a different device\nCustomer: Can you give me the instructions again\nHuman Agent: Sure, you would need to go to the cloud page of the app, tap view details on your subscription, then edit next to enabled devices. From there you can select which camera you have your service assigned to.\nCustomer: That worked thanks again\nHuman Agent: No problem, anything else I can assist you with for now?"]
["Customer: I added a device plan this morning, and I already had an existing one. The original plan had just renewed, as of early Sept (the 8th, I believe). So I had just paid for it. When I added the device plan today, I had to pay for both plans again. Is there a way I can get a prorated refund of my original single device plan?\nCustomer: Is there a phone number?\nCustomer: Agnet\nCustomer: Agent\nCustomer: Yes, I'm still here\nCustomer: Agent\nCustomer: Ok, I will wait for a live agent to join\nCustomer: Thanks, Grant\nHuman Agent: I took a look at your subscription, when you upgrade the number of devices Apple starts a new subscription and will issue you a prorated refund on the original subscription.\nCustomer: ok, great. So Apple will automatically do that?\nHuman Agent: Yes, that is automatically processed by Apple.\nCustomer: Awesome. I'll be on the look out for that. Thank you for your time today!\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Hi .. can you please check my account \nCustomer: It’s not recording 24 7 \nCustomer: My cámara it’s not ask recording properly \nCustomer: Can u help \nHuman Agent: Hi my name is Wendy.  Which camera is not recording?\nCustomer: All 3 \nCustomer: I got my credit card on file \nCustomer: Don’t know why \nHuman Agent: Smart device & cocina look like they started recording for the last 30 minutes or so.  cuarto shows it has been recording\nCustomer: It’s only recording for like 8 second \nHuman Agent: tap on the playback button then scroll to the time you want to playback.\nHuman Agent: smart device & cocina have been recording for the past 30 mintues or so but cuarto you should be able to playback the past 7 days\nCustomer: How about the other one ? \nCustomer: They are 3 \nHuman Agent: smart device & cocina have been recording for the past 30 mintues -can you view the last 30 minutes from these 2?\nCustomer: It keep asking me to pay again\nHuman Agent: are you trying to playback the last 30 minutes or longer than that\nHuman Agent: If you are trying to playback like 5 hours ago, it wasn't recording at that time.  Both smart device and cocina have been recording for the past 30 minutes or so\nCustomer: Now one of the cámara I can’t see anything \nCustomer: It’s off \nHuman Agent: yes smart deivce shows offline now.  What color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: Why that happens those cámara stop working \nCustomer: I’m not home now \nHuman Agent: Cameras going offline or footage starting and stopping are usually symptoms of poor network latency or upload speed.\n\nPlease perform an internet speed test standing next to the camera to check your current upload speed at your location.  Make sure your smartphone is connected to 2.4GHz wifi, then go to google and type in  internet speed test. Initiate the test, wait for the results, and note the upload speed displayed.\n\nPlease send me a screenshot of the results showing the upload speed.\n\nHuman Agent: oh you would need to be home in order to run the internet speed test.  You would need to be connected to 2.4GHz wifi\nHuman Agent: the same router that the cameras connect to. \nCustomer: Ok \nHuman Agent: when you are at the location with the cameras please run an internet speed test to check your upload speed\nHuman Agent: You would need at least 6Mbps upload speed for these 3 wifi cameras.  More would be needed if you have other wifi devices at the location\nCustomer: Why my cuarto cámara it’s so dark \nCustomer: What can I do to fix it ?\nHuman Agent: Do you mean its in night vision mode?\nHuman Agent: Tap on the live button of the camera, tap on the gear shaped icon in the upper right, night vision settings.  Turn night vision settings to either always off or auto so nightvision mode doesn't come on.\nHuman Agent: If its on \"auto\" it will switch to night vision mode when the room is dark"]
["Customer: Agent\nCustomer: I selected continous for $29.99, but you guys billed me $9.99 for clips.  \nHuman Agent: It looks like you had the Continuous Plan previously, but canceled that subscription. Then when you resubscribed yesterday, you selected Clips. \nCustomer: No, i selected continuous.  It changed on its own\nCustomer: Can you refund the $9.99 and set the continuous plan for $29.99?\nHuman Agent: The subscription is managed through your Google Account, so it would need to be canceled through your Google account. If you want to change to the Continuous Plan, then you would want to cancel the subscription in your Google account. Once you have done that, you can let me know and I can clear the Clips Plan from the cameras and then you can subscribe to the Continuous Plan.\nHuman Agent: You would need to contact Google about a refund since the payment is managed by Google.\nCustomer: And tell them what? \nHuman Agent: I do not know if Google would issue a refund. I do not know Google's refund policies and what would or would not qualify. Google processes the payments, we do not have your payment information, so we would not be able to refund the subscription.\nCustomer: So in other words you guys got a free $10\nCustomer: On to issue 2\nCustomer: Your cameras do NOT allow you to cut 30 minute videos. It says it does but then they end being only 30 seconds\nHuman Agent: The app tells you which subscription you are choosing, before you confirm it. So you just accidentally selected the wrong subscription. You may be able to get a refund, but you would have to contact Google support since Google manages the subscription.\nHuman Agent: The Clips Plan only records when the camera detects motion. You would not make another clip from them you would just download the clip that is made by the subscription. The Continuous Plan allows you to make a clip up to 30 minutes from the continuously recorded footage. The cameras record using Intelligent Recording, which records at fewer frames when there is no motion in the camera. So if you are making a clip of a time where there is no motion, it may compress the time since it is recording at fewer frames.\nCustomer: That is completely unacceptable\nCustomer: And your app doesnt let me cancel the clips plan. The screen just goes black when i try\nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option.\nHuman Agent: You would cancel it through your Google account since it is managed through your Google account.\nCustomer: D/static_file/3b535243f6_1_20241007101505.jpg\nCustomer: Your app has the option but doesnt do anything\nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option.\nCustomer: The screen just fades \nCustomer: You're just enjoying being unhelpful, aren't you? \nHuman Agent: Are you receiving my messages? I am sending you the instructions on how to cancel the subscription.\nHuman Agent: You need to cancel it through your Google account, not in the Smartz Eaze app."]
["Customer: I need to cancel my subscription for the 3 newest cameras installed last year because they don’t work and need a refund for the balance of my payment since my last call I made requesting help to resolve the issues \nHuman Agent: Hi my name is Wendy.  I am unable to cancel the subscription on my end, as you are subscribed via Apple but you can follow this guide on how to cancel your subscription via Apple. https://support.apple.com/en-us/HT202039\n\nCustomer: I have 3 new cameras that will not stay online. \nHuman Agent: Cameras named Apt 2 breezeway back\t & Apt 2 Circle DW\tshow offline.  Are these the cameras you are needing help with?"]
["Customer: How to cancel my free trial\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like you subscribed through Apple so you may cancel your trial/subscription through your Apple subscriptions. Here is a link with more information on how to do that. https://support.apple.com/en-us/118428"]
["Customer: Troubleshooting\nCustomer: hello trying to get all my cameras on cloud subscription but there are a few that wont allow me i feel it is a glitch in the programing \nCustomer: Some cameras cant get setup on platinum\nCustomer: representative\nCustomer: you have selected more devices than can be purchased in our mobile app\nCustomer: error message i get\nCustomer: only trying to select 3 cameras \nCustomer: 4 are pre selected so if i try to unselect them it asks if i want to remove service. \nCustomer: the programing is glitched in your app\nHuman Agent: If you are trying to subscribe additional cameras in your mobile app, you will need to keep the four cameras that are already subscribed selected, and add the additional 3. So there would be 7 total. You would be charged a prorated amount for the additional 3 devices.\nCustomer: it wont let me do that\nCustomer: it greys out the subscribe button\nCustomer: and gives me the error msg\nHuman Agent: Then you can try restarting the app or uninstalling and reinstalling the app. You can also go to the web app at user.zmodo.com and subscribe through our payment processor instead of through Google since Google processes the payments for in-app purchases on Android devices.\nCustomer: how do i restart\nHuman Agent: You would close the app completely and then open it again. You can also Force Close or Force Stop the app. Turning the phone or tablet off and back on again will also restart the app.\nCustomer: close and force stop did not work\nHuman Agent: Okay, so then you can try the other steps that I suggested.\nCustomer: working on the uninstall and reinstall one moment\nCustomer: nope \nCustomer: didnt work\nHuman Agent: Okay, so then you can try the other thing I suggested, as well. You can also go to the web app at user.zmodo.com and subscribe through our payment processor instead of through Google since Google processes the payments for in-app purchases on Android devices."]
["Customer: Subscription \nCustomer: -1\nCustomer: Hi Mira, I live in Western North Carolina and was affected by the hurricane. I have not used Zmodo since September 26th due to no internet service. I was wondering if I am eligible for reimbursement since I have no control over the my internet service not being restored yet. Thank you\nCustomer: I am looking for reimbursement for the cloud storage plan \nCustomer: I need assistance \nCustomer: I would like to speak with an agent to review my case\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Hi Kylie. My name is Helio, I am reaching out because I am looking to get reimbursed for the cloud storage plan for the month of October. I live in western North Carolina and we were affected by hurricane Helene and I have not had internet service since September 26 and to this day I still do not have internet service in my home\nCustomer: If I am eligible for reimbursement, please let me know. I appreciate your help \nHuman Agent: I looked up your account, it looks like your cameras subscription goes through apple for the processor, we are not able to process any refunds as we are not the processor. We also have a No refund policy which was agreed to when subscribing, the subscription auto renews on the date you subscribed unless told otherwise by canceling it, you would of needed to cancel before the renewal date occurred unfortunately. \nCustomer: Ok thank you \nCustomer: Can you please cancel my subscription \nHuman Agent: Thank you as well, For apple subscriptions because we are not the processor we are unable to cancel it for you directly. To cancel you would go into your apple account from the phone settings, to subscriptions, then select the subscription and cancel there. Whenever you are ready to start it again you can always resubscribe in the app."]
["Customer: I have premium cloud in some devices so why do they say subscription ended?  I should be able to see more right?\nCustomer: Help\nCustomer: Subscription help\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Which devices? \n\nCustomer: What subscriptions do I currently have?\nCustomer: Some say current some say ended, I’m confused\nHuman Agent: You are subscribe via apple so we have limited information. To check the status of your subscription managed via Apple. Open the Settings app. Tap your name at the top. Tap Subscriptions, find the subscription then tap on it to see its status.\n\nCustomer: Living room  driveway front porch and back yard\nHuman Agent: You are subscribe via apple so we have limited information. To check the status of your subscription managed via Apple. Open the Settings app. Tap your name at the top. Tap Subscriptions, find the subscription then tap on it to see its status.\nCustomer: It says I’m subscribed but my cameras don’t show that.  Should I have 24 hour access?\nCustomer: D/static_file/e630a9793b_1_20240927100828.png\nHuman Agent: Okay make sure you have cameras enabled\nCustomer: D/static_file/8f606e8bb5_1_20240927100858.png\nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\n\nCustomer: D/static_file/232150d7b0_1_20240927101023.png\nCustomer: This is what I see.\nHuman Agent: Can you change the account password to abcd1234 so we can try on our end? \nCustomer: No because my email is wrong and I can get it changed.  I’ve tried for years to update my email.\nCustomer: D/static_file/092f8888da_1_20240927101218.png\nCustomer: My email is gmichael1717@yahoo.com\nHuman Agent: The email cannot be changed, you would need to delete the devices and add them to account. The issue with that is the cloud subscription is tied to that email account. \nCustomer: Ok sorry I got it changed to that password\nHuman Agent: Okay\nHuman Agent: Which devices do you want enabled? \nCustomer: I need driveway front porch back yard and living room\nCustomer: What’s the cost for premium?\nHuman Agent: D/static_file/0cbd923aed_1_20240927101712.png\nCustomer: So should I have 24 recording \nHuman Agent: The ones with the red check mark are tne enabled ones. The cost for premium is $4.99 per camera per month \nHuman Agent: Yes \n\nCustomer: So if I’m paying why don’t I see it?  Those cameras don’t show everything for a 24 hour period.  Or is that just the clips plan?\nCustomer: I want to be able to see all even if there is no movement \nHuman Agent: The clips plan would record anytime the cameras detect motion. Let me check to see if I can see playback\nCustomer: Ok\nHuman Agent: The premium service only records when it detects motion, otherwise it takes a picture every 10 seconds\nCustomer: D/static_file/2889ff73f9_1_20240927102054.png\nHuman Agent: Sorry I am not sure what the image means\nCustomer: What am I paying 49.99 a year for?\nHuman Agent: The clips plan for 10 devices\nCustomer: So how do I get those 4 for recording all the time even with no movement?  \nCustomer: 24/7\nHuman Agent: We do not have any plan that does that, the premium plan only takes a picture every 10 seconds if there is no movement detected\nCustomer: How must would the premium be for 4 devices\nHuman Agent: For the monthly subscription or the yearly? \nCustomer:  Monthly\nHuman Agent: $19.96 plus tax \nCustomer: Each or for all 4\nHuman Agent: For all 4\nCustomer: Yearly?\nHuman Agent: $199.96 plus tax\nCustomer: Ok thank you for your assistance today.  I appreciate it.\nCustomer: Can we get a free trial of the premium so we can see if we want it?\nHuman Agent: Sorry I cannot\nCustomer: Ok thank you.\nHuman Agent: You're welcome, is there anything else we can help with today? \n\nCustomer: No thank you\nHuman Agent: I hope you have a great day!"]
["Customer: I want cancel my service  pl do not change  anymore. \nCustomer: I want cancel  my service. \nCustomer: Agents \nCustomer: I want cancel my service \nCustomer: 1\nHuman Agent: Okay, it looks like you only have 1 more camera subscribed, I will cancel that subscription for you, One moment. \nHuman Agent: I successfully unsubscribed the camera, the end date of service for that camera is 2025-11-06, the name of that camera is Smart Device so you know which one it is."]
["Customer: Hi - I'd like to cancel my subscription that is set to renew 10/21/2024.\nCustomer: Hi - I'd like to cancel my subscription that is set to renew 10/21/2024.\nHuman Agent: Hi my name is Wendy\nHuman Agent:  One moment I will check how you are subscribed.\nCustomer: I have a subscription I would like to o cancel as of 10/21/2024\n\nHuman Agent: You have an active Zmodo 7-day yearly plan that will next renew around Sept 30, 2024.  ZMD17CQI8203141 Living room\t\nThe active 7-day yearly Google plan on ZMD12L3CA001361 (Door Bell) will next renew Oct 21, 2024.\n\nTo cancel the doorbell cloud plan please follow the info in this link:  https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid\n\nHuman Agent: If you want the cloud plan on   ZMD17CQI8203141 Living room\t cancelled please let me know and I will cancel it for you.\nCustomer: I don't have a plan on the living room?\nHuman Agent: yes ZMD17CQI8203141  will next renew around Sept 30\nCustomer: I want the doorbell cancelled as of 10/21/2024\nHuman Agent: I am unable to cancel the doorbell subscription on my end, as you are subscribed via Google but you can follow this guide on how to cancel your subscription via Google. https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid\n\nCustomer: I have never had a subscription on the living room camera\nHuman Agent: There is an active 7-day plan on ZMD17CQI8203141 living room.  Are you wanting this one cancelled?\nCustomer: Yes\nHuman Agent: Cloud plan on ZMD17CQI8203141 has been cancelled.\n\nYou will need to cancel the doorbell cloud plan though.  I am unable to cancel the doorbell subscription on my end, as you are subscribed via Google but you can follow this guide on how to cancel your subscription via Google. https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid\nCustomer: Ok I cancelled the doorbell. Thanks\nHuman Agent: You're welcome"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: I have questions regarding my cloud\nHuman Agent: Hi my name is Wendy.  What questions do you have about cloud?\nCustomer: I want to know why I keep getting billed for although I unsubscribed for the cameras on my account\nHuman Agent: What is your account username? email/phone?\nCustomer: garciacan@hotmail.com\nHuman Agent: I can email you info about your cloud plans\nCustomer: OK\nHuman Agent: I just sent the email.\nCustomer: Thank you\nHuman Agent: You're welcome\nHuman Agent: no problem!"]
["Customer: Good day, \n\nI don’t own any of your zmodo cameras anymore, I cancelled my subscriptions but I’m still being billed \n\nI need assistance in cancelling all my subscriptions \nCustomer: Agent\nHuman Agent: Let me take a look at your account.\nCustomer: Sure\nCustomer: I do not own any of your cameras anymore and I cancelled my subscription but I’m still being billed. \n\n\nHuman Agent: It looks like you removed a camera from your account, but did not cancel the subscription. The subscription has been canceled and it will not renew again.\nCustomer: Thank you\nHuman Agent: You're welcome."]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Ya le cheque en herramientas en fotos y todos estan bien pero igual no puedo descargar los videos \nHuman Agent: ¿Podrías darme más información sobre qué es lo que tienes problemas?\nCustomer: D/static_file/d961381ef9_1_20250129144728.png\nCustomer: Le pongo para bajar el video lo que paso en la noche pero no me deja bajarlos solo me pone seleccionar categorías le pongo y ni por eso \nHuman Agent: Estás tocando los filtros. Eso simplemente clasifica qué eventos le mostrará. No descarga los eventos. Querrás tocar el evento que deseas descargar. Eso lo llevará a la Reproducción de esa cámara y podrá tocar el Evento en la lista de alertas y luego tocar el símbolo de descarga para descargarlo a su teléfono o tableta.\nCustomer: D/static_file/43555ae02a_1_20250129145200.png\nHuman Agent: Siguen siendo solo los filtros. Ahí no es donde descargas el evento. Donde muestra sus alertas, puede tocar una y luego debería haber un ícono de descarga en el lado derecho de la alerta.\nCustomer: Oo si ya lo puede descargar una disculpa y gracias \nHuman Agent: De nada. Me alegra que hayas podido descargar el evento. ¿Tiene alguna pregunta?"]
["Customer: Cancel subscription \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I've assisted with cancellation of your subscriptions so they will not renew further. You'll still have the full service time you already paid for."]
["Customer: Billing\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: I've talked to you guys several times now about problems with my other camera. And I only have 1 camera now. But you guys jeep charging me for 2\nCustomer: And on Google, it's pre typed in there.As to that's been there since the beginning.When I started doing business with you guys 10 years ago when I go in there.I have to cancel the whole thing.It won't just let me cancel one camera or whatever\nHuman Agent: You can decrease the number of subscribed devices by going to the Cloud tab and tapping on subscribe and decreasing it to one device. You can also try tapping on View Details and change the plan. Alternatively, you can cancel the subscription and then resubscribe for just one camera.\nCustomer: That's already been done. You guys told me it was handled last month\nCustomer: All you have to do is look at it. There's been no 2nd camera used since December \nHuman Agent: You have already canceled the subscription? That is fine. The subscription is not set to expire until 3/12/2025. So if you canceled it, then you can start a new subscription at that time. Or if you decreased the number of devices, it will renew on 3/12/2025 at the new plan.\nCustomer: You have already charged me for march.You guys are stealing from me\nCustomer: Don't you guys have previous notes from talking with your customers\nHuman Agent: Google processes the payment and is who charges you. And can you check the status of your subscription in your Google account? To check the status of your subscription managed by Google, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to see its status.\nCustomer: I did that And there's no profile on Google app\nCustomer: Why am I going to play store \nHuman Agent: Because that is where your Google account and information about subscriptions managed by your Google account is located.\nHuman Agent: Google processes in-app purchases on their devices. So because you subscribed through an Android device, the subscription is managed by Google and through your Google account.\nCustomer: I went there and there's no info there\nCustomer: So I go to Google Play Store and I type it google app and open it.There's nothing there.'s no profile or anything when I do that\nHuman Agent: No, you do not type anything in to go to your Google account. Go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to see its status.\nCustomer: When I go into view details, it brings up my one camera.That's all if I hit subscribe.You guys want to charge me another 999 plus tax for it?And you've already bet agnivarity came out of my account today\nCustomer: I just.\nTyped something to you\nCustomer: I went out of chat so I could go and see what you were talking about.And it wants to charge me again when it's already come out of my account today\nCustomer: Hello\nHuman Agent: How many devices does it say are subscribed when you tap on View Details?\nHuman Agent: And I was not talking about anything in the Zmodo app to see your Google account. Your Google account and the status of the subscription is accessed through the Google Play Store app, not the Zmodo app.\nCustomer: Yes at the top it says 2 but only 1 camera shows connected\nHuman Agent: Okay, so lets check the status of the subscription in your Google account. \nCustomer: It shows 2 but if I go to cancel it cancels the 1 camera that does work\nHuman Agent: When you cancel the subscription, you will still get the remaining subscription time that was paid for. The subscription will not renew at the end and will expire. You can do that and then resubscribe for just one device or you can downgrade the number of subscribed devices on the account.\nHuman Agent: When reducing the number of subscribed cameras make sure you are signed into the Google account with the subscription, tap on the cloud icon on the app. Select the plan for the remaining subscribed cameras. Tap on subscribe, and select only those cameras you want to remain subscribed. If the plan is staying the same just number of subscribed devices is changing, Google will have you finish the remaining subscription period before reducing the number of subscribed devices.\nCustomer: Ok ill try buy I've already been charged for 2 months now and had only 1 camera. If I. Ant get straitened out I'll cancel both\nHuman Agent: Yes, you can cancel the subscription at any time. When you cancel the camera will continue to record for the remaining subscription period. Once it expires, you can start a new subscription if you would like to at any time."]
["Customer: Cancel subscription \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Give me one moment while I look up your subscriptions \nHuman Agent: it looks like you had one camera named Barn that was still subscribed, I successfully cancelled that camera for you, the last date of service on that camera is 2024-12-25"]
["Customer: Is it possible to see archived video beyond what we can see in the app. \nCustomer: If I were to sign up for 7 day plan is there a way to see footage from 2 days ago?\nCustomer: Right now is 1:21pm EST why can’t I see video from an event less than 48 hours?\nCustomer: What’s the access window with your basic plan?\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Wit the basic plan it is 12 hours of alerts. \nCustomer: But I can see up to 2 days ago now starting at 7:57pm\nCustomer: Trying to go back 3 hours earlier \nHuman Agent: Ah yes for your account since it was created in 2018 it is on the old plan of 36 hours. \nCustomer: Is there anyway to capture 3 hours earlier than that in your archives?\nHuman Agent: No \nCustomer: Ok thank you for your help \nHuman Agent: You're welcome, is there anything else we can help with today?"]
["Customer: Is anyone out there???\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Okay. Let's get it all out...\nSeveral months ago my Gazebo Camera quit working, so I got another camera and set it up. Purchase cloud services for it because coukd add to Clould plan with the other 3 camerss. For 2 month Camera & cloud worked, the about a week ago couldn't connect to network, tried everything, unplugged, replugged, removed from server, rebooted server, check everything had a Blue light but, unit fail to connect. I brought camera in to reinstall back into Zmoto, next to router. Got Camera working in house again took out to Gazebo and shortly after working again the connection problem occurred.\n\nFigure out it would be easier to swap out, so i swapped with camera (Front Door) and set the Gazebo Camera with connection problems up and it's working just fine now. The other camera (previously Front Door) camera is now in Gazebo and no co nnection problems.\n\nSo fixed everything so cameras are working.\nNow to subscription headache, 3 cameras were suppose to expired on Could services on 11/11/2024. And the plan was to get the previous Gazebo camera which is now the Front camera onto same plan with other 3 cameras.\n\nThat what were trying to get done because Cloud service seems to be intermittent getting some videos but, not all.\n\nCAN WE FIX THIS TODAY?\n\nSent from my Verizon, Samsung Galaxy smartphone\nGet Outlook for Android\nHuman Agent: Okay, let me look up your account subscription, it will just be one moment. \nCustomer: I noticed 3 are still showing expired on 11/11/2024 did it not update? So technically we should be able to get all 4 on same plan.\nCustomer: Still there???\nHuman Agent: on my end, it shows you have 4 cameras susbcribed, 1 is not on the account, I can cancel that one and move the leftover time from it to a new camera for you, but it will not auto renew on the date the service ends you would just have to resubscribe that camera. I do not see where the other cameras were unsubscribed and they are set to renew on 2024-11-27, If you would like to subscribe them all together I can cancel all 4, still move the time onto the new camera in the mean time for you until that date then you can go in and resubscribe all of them together\nCustomer: Yes, whatever we have to do to get all 4 on same subscription plan.\n\nGot other related problems with camera views on server but 1 know is the 1080p won't display on old Zmoto 720p server assuming the new 720 has same issue. But it was previously displaying. Cannot figure that one out.\nCustomer: Are we done for now, do u need anything more from me?\nHuman Agent: Nope, we are all done now, I am working on moving that time onto the other camera for you, I just unsubscribed the other cameras as well so they will not renew for you and you can resubscribe them all together when the time comes. \nCustomer: Resubscribe all tomorrow?\nHuman Agent: All the cameras will have time until 2024-11-27 You can resubscribe on that date. \nCustomer: Thank you\nHuman Agent: no problem, thank you as well, have a great day"]
["Customer: How to cancel cloud service? \nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see how you subscribed. \nCustomer: I’m subscribed monthly. But please take your time to check and confirm. \nHuman Agent: It looks like your camera subscription goes through apple for the processor, due to this I cannot cancel the subscription for you from my end you will have to cancel it form your apple account. To do that go into the apple settings, click your profile, click subscriptions then select the sub and choose cancel, When canceled successfully it will show an expiring date. \nCustomer: Okay, thanks\nHuman Agent: No problem, have a good night!"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: I’m upset. I paid for the monthly fee and 4 of my cameras do not show that. I paid because we are out of town and need to watch. \nCustomer: It has been 48 hrs and they are all online. \nCustomer: You are no help. I will just cancel. \nHuman Agent: Hello, you've reached customer care, my name is Kylie.  You were speaking to the Chat Bot, Let me look up your account, just one moment. \nHuman Agent: It looks like you had the subscription go through apple for the processor, currently I do not see where any of the cameras are enabled on the plan. Can you go to the Cloud section in the app and scroll down to subscriptions> click edit> then see if you can enable the cameras?"]
["Customer: I want to cancel my subscriptions\nCustomer: I don’t have that option \nCustomer: There’s no option to cancel order view details under cloud plan\nCustomer: It’s due today. I’d like to cancel it. Do you have a phone number to call?\nCustomer: Hello thanks \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I looked up your account, it looks like you have already canceled the cloud service successfully so it will not renew.\nCustomer: It doesn’t show me that information. What I see It will renew today. \nHuman Agent: Okay, I looked up your subs for 3 cmaeras individually on the cameras named INS1, OUT1, OUT2 which you has susbcibed for the 7 day monthly plan last month, all 3 are already canceled and will not renew today, at midnight today that is when the cloud service will end as thats how long the leftover cloud time goes for, it stops at midnight as thats when it rolls over to a new day."]
["Customer: Troubleshooting\nCustomer: I would like to cancel service\nCustomer:  Agent\nCustomer: Ok\nCustomer: Hello\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\n\nCustomer: Yea\nHuman Agent: Open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option.\nCustomer: Thank you. I just cancelled. \nHuman Agent: You're welcome, is there anything else we can help with today?"]
["Customer: Troubleshooting\nCustomer: Agent\nCustomer: Hi\nCustomer: Can you please see the notes from the previous chat just a few minutes ago about an issue?\nCustomer: Still happening with the upstairs camera only which is not reporting any of my motion alerts.\nCustomer: D/static_file/589d1f1908_1_20241119162141.jpg\nCustomer: Camera was unplugged for a minute and then replugged. Still showing the same issues\nCustomer: Living room works perfectly fine. It is the same camera. This one that we are talking about with the problem was working fine last week\nCustomer: D/static_file/6597e89274_1_20241119162322.jpg\nHuman Agent: Okay, so it looks like the camera is making events, but it is having trouble loading them. There could be a few reasons for that. I will sync and restart the camera. It will take it a couple of minutes to reboot. You may see the light on the camera change to solid green and then go through the rebooting process until it changes back to solid blue.\nHuman Agent: Once it reconnects, can you move in front of the camera to see if it makes an event? You will want to close the app to see if it sends you a notification, as well.\nCustomer: Ok\nCustomer: Not sure if it has rebooted yet or not\nHuman Agent: It should have rebooted by now. What light do you see on the camera?\nCustomer: Yeah it is rebooted\nCustomer: D/static_file/dca1164349_1_20241119163001.jpg\nCustomer: Still the same message though as though it is not subscribed to the plan\nHuman Agent: That is a different message than the first picture you sent. The first screenshot you sent said it was establishing secure video. This means it is trying to view a time were there is not a clip saved. Can you tap on the second event listed there at 5:25:51?\nCustomer: I can tap on it but it tells me the same thing. It tells me I need to upgrade. There are no alerts highlighted along the timeline either\nCustomer: Sorry, I just so happened to grab a screenshot where it was connecting before\nHuman Agent: Okay, then it may be a time desync issue with the camera. You can try changing the time zone on the camera and then change it back to the correct time zone and try to create a motion event after you have changed the time zone back.\nCustomer: Ok"]
["Customer: Charges to my account \nCustomer: Agent please \nCustomer: Agent\nCustomer: Can anyone assist me I want a refund I’m being double charged ! \nHuman Agent: It looks like you have a cloud plan subscription and a vault plan subscription. You can cancel one or both of the plans if you would like to. I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: Hello anyone? \nHuman Agent: It looks like you have a cloud plan subscription and a vault plan subscription. You can cancel one or both of the plans if you would like to. I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?"]
["Customer: How much would 3 cameras cost for a year? \nCustomer: For cloud service\nCustomer: Agent\nHuman Agent: There are two subscription plans in the Zmodo app. There is the Premium Plan which saves the video for 7 days. The Premium Plan is $4.99 per month or $49.99 per year. The Platinum Plan saved the video for 30 days and is $9.99 per month or $99.99 per year. All of the subscription plans are per device.\nCustomer: Do You currently have any deals going on for service for 3 cams?\nHuman Agent: We do not currently have any Cloud Plan promotions available.\nCustomer: Ok. Thanks. I'll look for a different provider.\nHuman Agent: You're welcome. Do you have any other questions?\nCustomer: No that's all\nHuman Agent: Please do not hesitate to contact us again if you do have any questions or need any assistance in the future. Have a good day."]
["Customer: Agent\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: Agent\nCustomer: I'm trying to change my plan from Platinum to premium and it keeps telling me it's unable to change my plan\nCustomer: Hello\nHuman Agent: If it is not letting you change it now, then you can cancel the subscription in your Google account and start a new subscription when it expires.\nCustomer: I did that I canceled the subscription and it still shows that I had the subscription but it is canceled in my Google account and it still will not change my plan nor would it let me start a new one\nHuman Agent: Yes, so as I mentioned, if it is not letting you change it now, then you can cancel the subscription in your Google account and start a new subscription when it expires.\nCustomer: You are absolutely no help at all I told you I've done that and it still will not let me update my plan are you not paying attention never mind you're not no help and apparently you're stupid to what's going on it's a good thing you're not on the phone\nHuman Agent: The end of my statement says you can start a new subscription when it expires. The subscription has not expired yet.\nHuman Agent: The subscription is set to expire on 10/10/2024. It is currently 10/7/2024 so as I have mentioned, if it is not letting you change the subscription now, then you can make sure the subscription is canceled and start a new subscription when it expires on 10/10/2024.\nHuman Agent: The subscription is managed by Google, which is why it needs to be canceled through your Google account and it charges through your Google account. I cannot change it directly, so that is why I suggested that if it does not let you change the subscription, you wait until it expires and start a new subscription.\nHuman Agent: Please let me know if you have any more questions about that or if you need more of an explanation."]
["Customer: How to cancel subscription \nCustomer: I want to cancell my service\nCustomer: Agent\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: Yes\nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option."]
["Customer: Agent\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: Grant I'd like to know why my subscription says I don't have 24/7 cloud service and has stopped recording to the cloud at least 3 days ago if my plan does not expire until Nov 3\nHuman Agent: Looking at your account, it looks like you started a Yearly Premium Plan on 9/20/2023. Then the subscription tried to renew, but failed on 9/20/2024. There is a grace period where the camera continues recording past that date to allow time to resolve any payment issues. I would recommend checking the payment method you have set in your Google account.\nCustomer: So why would my account page say that my service doesn't  expired until Nov 3rd? that's rather confusing. The reason I did not bother with. Renewing it yet was due to the fact it say I have 3 more days until it expires \nCustomer: If it expired on the 20th and if payment wasn't received it would stop that makes sence.  but if it says it expires on a certain day then that's the day service should stop \nHuman Agent: That may be information from an older subscription. It looks like you did have a different subscription on the camera at one point in time and canceled it and then started another subscription.\nHuman Agent: To check the status of your subscription managed by Google, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to see its status.\nCustomer: I have and there is nothing listed for funlux. \nCustomer: I know it's only a few days but it's rather misleading. \nHuman Agent: Then you may have used a different email address for your Google account.\nCustomer: Do you know of any specials or promotions that are available or will be coming up soon \nHuman Agent: I understand it is frustrating, but the subscription is managed through your Google account and Google also sets the Grace period time for when they decide to finally cancel the subscription. The subscriptions that are managed through our web app cancel after 10 days, so it would have expired sooner than your current subscription did. You may also want to double check the date you are seeing and make sure it is for the most recent subscription and not the older plan.\nHuman Agent: No, I do not have any information on current or upcoming promotions on the Cloud plans.\nHuman Agent: There is currently a 35% off sale on cameras on our website, but the Cloud Plans are not included in that.\nCustomer: That makes  sense now about a different email account. I didn't think of that. Does it matter if I changed my email address? Will I be able to pay thought the new one\nHuman Agent: You may want to double check the account you started your subscription through to be sure it is canceled. That way if you ever update the payment method in that account, it does not try to renew and bill you later.\nCustomer: So if I don't subscribe to the cloud plan at this time is there a way to ensure that all the events are being captured? \nCustomer: I know that with the cloud plan I previously Had there was always more events captured that didn't show up on the list then the ones listed on the timeline for the day\nHuman Agent: Without a subscription you will get live video and the 10 second clips of video when the camera detects motion. However, as there is a \"cooldown\" period between events, it may not capture all of the movement and it would not record continuously.\nCustomer: How long is the \"cool down\" period\nHuman Agent: It is a minimum of 3 minutes.\nCustomer: I see that you have a free trial for your \"no cloud\"account. Does it work the same way? \nHuman Agent: I do not know what you mean by \"No Cloud\" account. Could you give me more details? Or send a screenshot of what you are looking at?\nCustomer: Yes but if I go back to that scree will I be disconnected from our chat?\nHuman Agent: No, the chat will remain open for at least 7 minutes, so you can come back.\nCustomer: Ok\nCustomer: D/static_file/fd1ef442b4_1_20241031171136.png\nCustomer: So here is where it says my plan does not expire until Nov 3rd \nCustomer: D/static_file/7c31b78252_1_20241031171205.png\nCustomer: And here is the free trial \nHuman Agent: That is the Free Trial for the Cloud Plan. That is just a 1 month Free Trail of the Premium Plan that your camera was on.\nCustomer: Nevermind I miss read to that offer \nCustomer:  I realized that as I was sending the photo my bad\nHuman Agent: That is alright, there is no problem.\nCustomer: Ok I guess if the plan is expired than I'll just wait until the black Friday sales. There's been one every year in the past so it shouldnt be too long\nCustomer: Thanks for verifying everything for me. Have a good day\nHuman Agent: You're welcome. Thank you, you have a good day, too."]
["Customer: I need help with my account \nCustomer: -1\nCustomer: Agent\nCustomer: Billing \nCustomer: I only have cameras working but I am still paying for more. I would like to have the 3 cameras on one bill and the others removed \nCustomer: I only have 3 cameras still working \nHuman Agent: Alright, let me take a look at your account.\nHuman Agent: I see two cameras that are not setup on your account any longer but are subscribed. The cameras are online, so it looks like they still work. But if you want the subscriptions on those devices canceled, then I can cancel those two subscriptions.\nCustomer: The cameras themselves will not connect. The only ones that still work are garage, front door, Dan room\nHuman Agent: The cameras are online, which means they are connected to the Wi-Fi network. You would want to reconnect them with a LAN Search in the app.\nCustomer: I would like kitchen and side yard cancelled \nCustomer: They are unplugged and in boxes in storage\nHuman Agent: The cameras that are subscribed are not unplugged. They are showing online, which means they are connected to power and connected to the internet.\nCustomer: Nope. I have 3 cameras only plugged in. I have removed the others that stopped working. \nCustomer: I would like to keep the subscriptions for the 3 working cameras and cancel the non working ones\nHuman Agent: The cameras that are subscribed are online. I am looking at that fact right now. The cameras would not show online if they are not plugged in and connected to Wi-Fi. As I mentioned if you want the subscriptions on those devices canceled, then I can cancel those two subscriptions, just let me know.\nHuman Agent: Alright, I will cancel the subscriptions on those two devices then.\nCustomer: D/static_file/43d1a0d5ac_1_20241107171551.jpg\nHuman Agent: I have canceled the subscription on those two cameras. The subscriptions will not renew on those two devices.\nHuman Agent: That is not one of the cameras that are subscribed. The cameras are the white Outdoor Zmodo cameras.\nCustomer: Something is really wrong because here is one of the cameras and the other is in a box I can't reach\nCustomer: This was the one that said kitchen \nHuman Agent: I cannot see the names of unbound cameras. But that is not one of the cameras that was subscribed.\nCustomer: I have 1 working white one and 2 working black ones\nCustomer: D/static_file/4acc81be70_1_20241107171913.jpg\nHuman Agent: Those are the cameras on your account. There are two other outdoor Zmodo cameras that you have had setup on your account in the past. Those cameras were subscribed and I have canceled the subscriptions on those two devices.\nCustomer: D/static_file/ccef45a019_1_20241107172015.jpg\nCustomer: These are my only 2 working outdoor ones. \nCustomer: And I have 1 indoor working one\nHuman Agent: As I said, the cameras are online, which means they are plugged in and connected to a Wi-Fi network. So you either have two other cameras that you had at one point at that location or they may be setup at a different location. But they are powered on and connected to the Wi-Fi network.\nCustomer: I just checked my Wi-Fi and the 3 cameras I have plugged in are the only ones on my WiFi \nCustomer: I'm trying to figure this out. \nHuman Agent: As I said, you may have set them up at a different location. You can try the LAN Search to see if you can add them. Or if you have another residence or business that they may have been setup at, then the cameras may be there.\nCustomer: I removed all non working cameras from their locations quite a while ago and placed them unplugged into storage. I have no other residence or business that they could be at. \nHuman Agent: Then as I mentioned previously, you can try the LAN Search to add them to the account. I cannot see the network that the cameras are connected to or their location, but they are powered on and online.\nCustomer: I also have a new WiFi router since they were removed along with a new modem. The old ones were ruined by frequent power outages. \nCustomer: So either someone else is using my service for their cameras or something is wrong with your system \nHuman Agent: Have you tried the LAN Search in your app?\nCustomer: Yup, nothing showing up \nHuman Agent: The cameras were setup on your account and subscribed to the same subscription as 2 of your other cameras. So it was not likely someone else using your system.\nCustomer: Then something is wrong with your system to state that 2 cameras that are unplugged and boxed up in storage and not on my WiFi are on\nCustomer: Well anyways, I am down to the correct 3 cameras on my account,right?\nHuman Agent: It is not an issue with our system. You likely just have cameras in a location that you forgot about. Or if you even had cameras setup at a different location, then they may have been left there. The cameras were initially subscribed in 2021.\nHuman Agent: Yes, I canceled the subscriptions on those two devices that are not on your account.\nCustomer: It was a 4 pack I bought in 2021, installed on my home, and not forgotten anywhere. They were removed when they stopped working. I have no other locations. \nHuman Agent: Well, they are working. So if you locate them, then we can try to help you troubleshoot them to get them back on your account if you would like to.\nCustomer: My son just located them in a plastic tote in the top of the garage completely unattached from any power source \nHuman Agent: Does it have a Device ID? One camera is still online and one is offline, so he may have unplugged one if it matches the ID.\nHuman Agent: The second just went offline. So they were plugged in and have been unplugged.\nCustomer: He's leaving for work in a minute so he can not climb back up in the garage rafters\nCustomer: Nothing has changed about their positions or anything. Anyways this isn't the point. As long as the 3 working cameras are on the account only then I am good \nHuman Agent: Yes, the cameras on your account are still subscribed and the subscription for the other two have been canceled. The cameras are working, so you can always let us know if you want to get them setup again.\nCustomer: Did you know that laser pointers pointed at a camera for a long period of time causes the image to burn out. My neighbor does and killed the image capability of mine and several other neighbors. They won't be coming back on \nCustomer: Thank you for helping to get the billing fixed. Have a great day \nHuman Agent: You're welcome. You have a good day, too."]
["Customer: I haven't had service for a year or more, how can I find a plan for my devices\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. If you go to the cloud section of the app you can view cloud plan options for your devices. Feel free to let me know if you have any questions on them. \nCustomer: How much is monthly service\nHuman Agent: I apologize, it did not show your reply until I refreshed. It varies based on the plan you select and the number of cameras you choose to subscribe. \nHuman Agent: The premium 7-day plan would be $4.99 per camera per month while the platinum 30-day plan would be $9.99 per camera per month."]
["Customer: Please cancel my subscription \nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You're currently subscribed via Apple so you will need to cancel from your Apple subscriptions. https://support.apple.com/en-us/118428\nCustomer: Thanks\nHuman Agent: No problem, is there anything else I can help you with?"]
["Customer: i pay for 24 hour continuous recording, but i only get the recording of motion\nCustomer: can you connect me with a person\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. We do not have any plans with 24 hour video recording and at most have 24 hour intelligent recording which has a screenshot every 10 seconds when there is no motion detected and full video when motion is detected. What is your account so that I may check your plan?\nCustomer: D/static_file/ecf3d17251_1_20241011153649.png\nCustomer: so then what have i been paying for every month?\nHuman Agent: What is your account so that I may look up your plan?\nHuman Agent: The one you have shown a screenshot of seems to show a Zmodo plan, not a Smartz plan. The premium plan is intelligent recording held for 7 days. I can look up more precise information on what all you've subscribed to once I know your account."]
["Customer: Billing question\nCustomer: Chat\nCustomer: Speak to a representative \nCustomer: My 7 day 3 camera subscription recently renewed but for only 2 devices.\nCustomer: Thank you\nHuman Agent: Yes, it looks like you contacted us in February to move the remaining subscription time from one camera to another camera. The subscription on that camera had been canceled, so it did not automatically renew. You can start a new subscription on that camera if you would like to through the mobile app or the web app.\nCustomer: Why is a 2 device subscription 75 when mu 3 device subscription was 75?\nCustomer: Can I add aexisting device to the subscription I was just billed for that is only 2 devices?\nHuman Agent: If you want to subscribe an additional camera, you would need to start a new subscription for that camera.\nCustomer: Why is my current subscription 75 for 2 devices when I was previously billed 85 for 3 devices\nCustomer: 75 for 3 devices\nCustomer: I have screenshots every year I auto upgraded and it was always 75 for 3 devices\nHuman Agent: As far as the pricing goes, currently, the subscription your cameras are on is $49.99 per device. There was a bundle discount that cost additional cameras after the first subscribed to be 50% off. You had other cameras subscribed in the past. But you canceled the other subscriptions, so now you have one for $49.99 and the second for $25.\nCustomer: Please cancel auto renew, I don't want to renew any subscriptions any longer.\nCustomer: If it is possible to cancel now and prorate a refund please do that.\nHuman Agent: I have canceled the subscriptions on the two cameras and the subscription will not renew again.\nHuman Agent: Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date. \nCustomer: Thank you\nHuman Agent: You're welcome."]
["Customer: I would like to cancel the subscription please.\nCustomer: Agent \nCustomer: Agent \nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?"]
["Customer: I need to swap out a camera\nCustomer: I need to remove One camera and add a new camera\nCustomer: -1\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Customer service help\nCustomer: Hey Grant I have a camera that is not working I ordered a new one I need to swap out the cameras without losing my cloud services I just need to replace a new camera\nHuman Agent: Could I have the device ID of the new camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: It's all connected it's named and everything I just need to remove the old one and add in the new one without having to unsubscribe to cloud services\nCustomer: 19 I 21i h 403154\nHuman Agent: Alright, can can I have the Device ID for the old camera that you want to move the cloud time off of?\nCustomer: 15 f a d a 21537 3\nCustomer: And while I have you on here could you possibly tell me if the old one is still covered under the warranty\nHuman Agent: The only still active warranties would be one year from the date of purchase. So that camera would not be covered by the warranty. I can move the remaining subscription time from the old camera to the new camera. To do that, I would have to cancel the subscription on the old camera, then I can move the remaining subscription time to the new camera. The subscription will not automatically renew, so once it expires, you would need to start a new subscription if you want the camera to continue recording at that time.\nCustomer: Okay my question is it literally just renewed 2 days ago so my question is if I remove that camera from the subscription that means I've lost the camera hasn't been working and I have already paid for the month\nHuman Agent: So my message above says that I would move the remaining subscription time to the new camera after I cancel the subscription.\nCustomer: Right \nCustomer: Sorry misread \nHuman Agent: I just want to be sure, would you like me to cancel the subscription and move the remaining subscription time to the new camera?\nCustomer: Yes please thank you \nHuman Agent: Please give me a few minutes to get the time moved from one camera to the other.\nCustomer: Ok thanks \nHuman Agent: Thank you for your patience. I have canceled the subscription and moved the remaining time to the new camera. The subscription will expire on 10/31/2024 at which point you can start a new subscription if you want the camera to continue recording.\nCustomer: Yes thank you \nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Hi I need to cancel my subscription for $4.99\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see how you subscribed\nHuman Agent: I was able to find one camera that was still subscribed but no longer tied to the account that had a subscription, I successfully canceled the subscription and it will no longer renew from this point onward. \nCustomer: Agent\nCustomer: Agent\nCustomer: Agent\nCustomer: Agent\nCustomer: Agent"]
["Customer: My Zmodo app won’t load the cameras or anything in the last week which is what I was told it would do for free\nCustomer: My other services load\nCustomer: I have good service and I have the latest update\nCustomer: I don’t want a subscription because your product sucks and isn’t working properly \nCustomer: Cancel my subscription \nCustomer: I need help canceling \nCustomer: Agrnt\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like all of your cameras are offline, the subscription is only related to recording and doesn't have anything to do with the cameras being online or offline. \nHuman Agent: I will look up your subscription's to see how you subscribed, one moment. \nHuman Agent: I don't see that you have any subscriptions currently, none of the cameras are subscribed."]
["Customer: I discontinued using my Zmodo. Please cancel my subscription. Thanks. Cell number: 616.283.5794. Ronald DeVries\nCustomer: How do I reach Customer service\nCustomer: Agent\nCustomer: -1\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?"]
["Customer: Hello\nCustomer: I was recently charged $349.50 \n\nIt showed on my credit card statement as “meshare” \n\nWhen I called the number it said it was Zmodo \n\nMay I ask for what we were charged?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. You have cameras on this account subscribed, the charge is for the subscriptions. The billing will show Meshare, Meshare is partners with Zmodo."]
["Customer: Set up\nCustomer: Hello. I’m trying to replace cameras. I already have a cloud plan for my 6 cameras. My other two be here Saturday but I already have one set up and need that one in place of another camera on my plan\nCustomer: Ok\nCustomer: Hello\nHuman Agent: You will want to edit the subscription in your app. Tap on the Cloud tab at the bottom. Scroll down and tap on View Details and then tap on Edit. Then you can enable the subscription on the camera.\nCustomer: Customer care agenr\nCustomer: Customer care agent\nHuman Agent: You have already been connected with an agent. Are you receiving my messages? I will resend the instructions in case it did not go through.\nHuman Agent: You will want to edit the subscription in your app. Tap on the Cloud tab at the bottom. Scroll down and tap on View Details and then tap on Edit. Then you can enable the subscription on the camera.\nCustomer: No Grant has not responded \nCustomer: I do not want a robot\nHuman Agent: I am Grant. I have been responding to you. I am not a robot."]
["Customer: Cancel service\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like you're currently subscribed via Google so you would need to cancel from your Google subscriptions. Here is a link with information on how to do that. https://support.google.com/googleplay/answer/7018481\nCustomer: Thank you\nHuman Agent: Did you see the message with information about canceling your subscription and were you able to get it canceled?"]
["Customer: Troubleshooting\nCustomer: Camera issues \nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: Yes hi I am having an Seth one of my cameras it has a corner that is black \nHuman Agent: Can you send a screenshot of what you mean so that I may get a better idea of the issue?\nCustomer: The camera is working but the view is obscured \nHuman Agent: Okay, can you send a screenshot that shows the issue?\nCustomer: D/static_file/3c7131c177_1_20241126143431.png\nHuman Agent: Thanks. And just to make sure, you've already checked and there is nothing physically in front of or on the lens that may be obscuring the view?\nCustomer: I’ve unplugged it and plugged it in again \nHuman Agent: Okay. Just to make sure, you've already checked and there is nothing physically in front of or on the lens that may be obscuring the view?\nCustomer: Yes nothing is in front of it I thought maybe something inside got stuck so I though unplugging it would help\nHuman Agent: Okay, if you cover the lens to where the red night vision light comes on, does it go to black and white on the camera view? If so, does the black section remain during that?\nCustomer: It’s connected to cloud service so I was afraid to reset it \nHuman Agent: A reset won't impact the cloud service, but shouldn't be necessary here as that will mostly only impact it being connected to the internet. If you cover the lens to where the red night vision light comes on, does it go to black and white on the camera view? If so, does the black section remain during that?\nCustomer: Chrcking\nHuman Agent: Okay, thank you. \nCustomer: It doesn’t seem to do anything \nCustomer: Normally it clicks when it gets dark \nHuman Agent: The night vision doesn't come on? Can you try manually turning it on by going to the live view, then hitting settings in the top right, then night vision, then set it to always on to force it into the night vision. \nCustomer: Same \nCustomer: D/static_file/9cf79ba385_1_20241126144250.png\nHuman Agent: Okay, so setting it to always on is still that view in color you just sent? It's sounding like the IR filter is stuck part way to where it's not swapping between day and night mode and is blocking part of the view. Two things we can try are making sure it is plugged directly into a wall outlet without any extension cables, set the night vision back to auto, and then could try shining a bright light into the lens to see if that can force it back to normal view with the filter off. \nCustomer: Okay\nHuman Agent: Sadly if it does not change from that, there is not much else that can be done there. Hopefully that will help get it unstuck. \nCustomer: Nope \nCustomer: Didn’t gelp\nCustomer: Help*\nCustomer: Like I said I have cloud service on that camera can I switch that to my other camera?? \nHuman Agent: Yes, you can go to the cloud section of the app, hit view details on your subscription, then edit next to enabled devices to adjust which device the service is applied to. \nCustomer: Okay perfect \nCustomer: Thanks \nHuman Agent: No problem. I'm sorry we weren't able to find a way to fix the camera issue, but is there anything else we can assist you with for now?\nCustomer: It’s not allowing me to do that \nCustomer: D/static_file/87d633a551_1_20241126145046.png\nCustomer: Disregard i got it thank you \nHuman Agent: Okay, wonderful. Is there anything else I can assist you with for now?"]
["Customer: Agent\nHuman Agent: How can I assist you?\nCustomer: I have cancelled my monthly subscription. I could not get the cameras to work. They were never connected.  I'm  requesting to remove the past two months subscription for $19.99 each, for December 2024 & January 2025\nHuman Agent: Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date. \nCustomer: received\nHuman Agent: Do you have any other questions or anything else that I can assist you with?"]
["Customer: Troubleshooting\nCustomer: I have questions with billing \nCustomer: Agent\nHuman Agent: Hi my name is Wendy.  Please let me know what questions you have.\nCustomer: Hi\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I just made the renewal of 3 of my cámara and I see now that rest of the equipments are in the same billing when I paid those subscription already \nCustomer: Hello\nHuman Agent: The renewal is automatic, it renews on the date it was subscribed on, it looks like your subscription is going through apple, are you able to check your apple subscriptions to see what it shows there?"]
["Customer: Yes I would like disconnect my services\nHuman Agent: Hello, you've reached customer care, my name is Kylie. When you say disconnect your service do you mean you wish to cancel your 4 camera subscriptions? \nCustomer: Agent\nCustomer: Yes cancel my 4 camera payment plan\nHuman Agent: Okay, one moment while I do that for you.\nHuman Agent: I successfully canceled the subscription on all 4 cameras for you. \nCustomer: Yes thanks"]
["Customer: Agent \nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How can I assist you today\nCustomer: I still can’t get the cameras added to the account. It says error try again later \nCustomer: I already uninstalled and reinstalled the app \nHuman Agent: Are these new cameras or cameras you had setup previously?\nCustomer: Previously \nHuman Agent: Okay, can you send me the cameras Model and ID numbers so I can look up what setup they use? \nCustomer: How do I do that?\nHuman Agent: on the bottom of the cameras is a sticker, that's where the model and ID number will be, the ID will start with ZMD. \nCustomer: D/static_file/e5256bb2e9_1_20241231151855.jpg\nCustomer: Can’t get the door bell one \nHuman Agent: Okay, let me look up this one, one moment \nCustomer: D/static_file/61585d991f_1_20241231152126.jpg\nHuman Agent: The first camera ZMD12FT15000154 is currently online on the account are you not able to see it live on the account?\nCustomer: Live yes. Recording no\nHuman Agent: This camera ZMD18L9I8203663 is tied to a different account but it is also online.\nCustomer: Online yes. Recording no\nHuman Agent: that second camera is not susbcribed so it does not record long videos at all. let me check the first caemra.\nHuman Agent: the first camera is also not subscribed at all. \nCustomer: I paid for 3 cameras cloud service. I can’t get them to \nHuman Agent: I don't see where these cameras are enabled onto the plan, you can go to the cloud section, scroll down to subscriptions and tap view details or edit, after that you can then select the cameras you wish to have the service and tap enable.\nCustomer: That’s when it says error try again later \nHuman Agent: if its not letting you enable it you can go into the apple subscriptions, cancel the plan, then resubscribe again, as long as you select the same plan, and amount of cameras it will not charge you again and will only enable to plan onto the cameras. \nCustomer: If that doesn’t work? Then what?\nHuman Agent: if you still have trouble then contact us again and let us know what occured when you tried this.\nHuman Agent: normally previous cases I have had in the past where it does not let you enable this resolves the issue so it should work for you. \nCustomer: Did not work \nCustomer: Error try again later \nHuman Agent: Odd, okay I would like to have you scedule a callback so we can troubleshoot over the phone with this issue since this did not resolve it for you.\nHuman Agent: I sent the call scheduler now, let me know if you have trouble submitting a callback.\nCustomer: Done\nHuman Agent: Okay, great, we can troubleshoot more over the phone to help you resolve the issue. Is there any other questions before we go?\nCustomer: No \nHuman Agent: Okay, just keep an eye on your phone for the can for the timeslot you scheduled and I hope you have a good day. Take care."]
["Customer: Is there an agent around?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\n\nCustomer: I wanna know what type of plans you have for like a group of 10 cameras I already have the $49 a year for 10 camera six seconds record recording\n\nHuman Agent: We do not have any group pricing for the continuous cloud plans. The pricing is per camera unless its a special promotion or deal that states otherwise, currently we do not have any of those ongoing right now. You can keep an eye out in the Deal section for any discounts or deals going on to keep an eye out but normally the deals are for individual camera plans not grouping typically. \nCustomer: Hello"]
["Customer: Why does it say I have to subscribe if I am I need to re see a video and it won’t let me \nCustomer: When I click to re watch a video recording it says I have to subscribe but I am \nCustomer: I do and it still won’t let me \nCustomer: I want a live agent \nCustomer: Ok thank you \nHuman Agent: It looks like the cameras are not subscribed. It looks like you may have refunded a subscription through your Apple account. You will want to check the status of the subscription in your Apple account.\nHuman Agent: To check the status of your subscription managed via Apple. Open the Settings app. Tap your name at the top. Tap Subscriptions, find the subscription then tap on it to see its status.\nCustomer: It renews on nov 17 so why ain’t it letting me see the recorded videos \nHuman Agent: Can you check the status of your subscription in your Apple account? You can also check the billing history in your Apple account. The subscription is managed through your Apple account, so you would need to check there."]
["Customer: Troubleshooting\nCustomer: I’m trying to add a cloud on a camera and it says it already exists, but it doesn’t\nCustomer: -1\nHuman Agent: What is the name of the camera you are trying to add cloud service onto?\nCustomer: How do I call customer service. You are charging me for service I am not getting."]
["Customer: Had 6 cameras for cloud now only want to switch and pay for 4 and one camera says it has cloud service but its doesn’t \nCustomer: Trouble switching cloud plan\nCustomer: Agent\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Which camera has cloud service but doesn't?  what is the name or ID?\nCustomer: I was paying for 6 cameras two stopped working\nCustomer: Trying to switch to only paying for 4 cameras adding new one in cloud service isn’t working for it says subscribe even though I tried to change it \nHuman Agent: You had removed a camera that was still enabled on the subscription, which is why you were unable to edit the subscription. I cleared the subscription from that camera so you can edit the subscription now.\nHuman Agent: As far as decreasing the number of devices, you can cancel the subscription for 6 devices in your Apple account and then change the number of subscribed devices to 4 for future renewals in the app.\nCustomer: It says on apple account that October 27th it will change from the 6 devices to the 4 device plan for 19.99 which is what I want \nHuman Agent: If it says that it will renew for 4 devices, then that means you changed the subscription and it should only renew for 4 devices on 10/27.\nCustomer: But it won’t let me add different camera says I’m already subscribed to that same product. It is a camera I use to have on a plan and now trying to add it back. \nCustomer: 3 is selected in the plan when I pop it up. Add the 4th and it’s saying that when I hit suscribe. The other cameras that was part of the 6 device plan no longer work I didn’t delete them because I thought I could get them to work again \nCustomer: The ones I have working now are called \nCustomer: Inside\nDriveway\nFront\nBack \nHuman Agent: Oh I apologize, I thought you knew how to edit the enabled devices because you said earlier it would not let you change them, that is not where you edit the enabled devices. Tap on Cloud and scroll down to the active subscription. Tap on View Details and then tap on Edit. There you can select which devices to enable on the subscription.\nCustomer: Ok got it earlier it wasn’t popping up anything in the view details tab. It is now \nCustomer: Thanks \nHuman Agent: You're welcome."]
["Customer: Wanna make a payment just updated a new catd\nCustomer: I meed help with making payment\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see how you subscribed, one moment \nCustomer: Ok\nHuman Agent: It looks like your subscription was going through google for the processor previously, to update the payment info on google you would open the play store, click your profile, then choose the payments section or the subscription info then update it from there, once updated I would recommend checking the subscription in the subscriptions area to make sure it is still showing as active, if it is not then you would resubscribe once again there if it lets you or in the app"]
["Customer: Need to talk to an agent \nCustomer: Okay\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I am being charged for a subscription when I am not using the cameras. I just have them plugged in my office.\nCustomer: I would like a refund\nCustomer: I was just charged 49.00 on 1/14/2025\nCustomer: Are you still there?\nHuman Agent: Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date. \nCustomer: You mean to tell me I can not get a refund for the 1/14/2025? \nCustomer: Are you still there? Can I speak to someone?\nHuman Agent: That is correct, the cloud service is non refundable, this is started in out terms of service when subscribing and is agreed to when subscribing.  The service is available for you to utilize and the cameras subscibed are also all online and using the service.  \nCustomer: That is terrible. Well how long does this renewal last?\nHuman Agent: The subscription is auto renewing, it renews yearly. The subscription is still active and is set to renew on 1/14/2026 unless you cancel it. The cloud time will last the entire year.\nCustomer: Okay I will cancel it on 1/2/2026\nHuman Agent: Canceling ahead of time now will not take away the time already paid for away, you can cancel now if you wish.\nCustomer: Okay I will do that.\nHuman Agent: To cancel you would go to the apple cloud subsciptions area.\nHuman Agent: Is there anything else I can assist you with before we go for the day. \nCustomer: No that’s should do.\nHuman Agent: Okay, have a great night."]
["Customer: I want to cancel Cloud service for all devices\nCustomer: Agent\nCustomer: -1\nCustomer: I want to cancel all cloud services I pay for. I don't know which camera is automatically taking money out of my account but I no longer use zmodo so I want to cancel all cloud service \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see how you subscribed and what the processor is, Did you create the account with an email or phone number?\nCustomer: Phone number 3305249458\nHuman Agent: Okay, One moment while I look up your account. \nHuman Agent: it looks like your subscription was going through google for the processing, on my end it shows it has been canceled, to double check you can go to your play store account to subscriptions and see if it shows canceled or active there. \nCustomer: Ok something just removed money from my PayPal yesterday \nCustomer: D/static_file/c7ee57f535_1_20241107105232.jpg\nCustomer: Not yesterday. But the 4th\nHuman Agent: Does it show on the PayPal what the charge is to/for? none of our plans are that price.\nHuman Agent: Lowest plan pricing we have is 3.99 \nCustomer: It just says meshare\nCustomer: The screen shot I sent you is directly from the zmodo app \nCustomer: I can't screen shot from pay pal but all it says is meshare\nCustomer: I tried to just remove PayPal from the app but it says there's active subscriptions so I can't \nCustomer: D/static_file/6ef869ef17_1_20241107110141.jpg\nHuman Agent: Okay, did you check your google account to see if it showed any active subscriptions there like I said earlier in the chat?\nCustomer: It's not Google. It's PayPal. Google is showing my account hasn't been active since December of 2023. That is when I switched over to PayPal. \nCustomer: D/static_file/24a912df22_1_20241107110421.jpg\nCustomer: I showed you where the zmodo app itself is showing the money taken from my paypal... \nHuman Agent: Okay, with more digging I was able to find the subscriptions, it looks like you had  a legacy priced subscription through us directly for two devices. I am working on canceling both of those cameras subscriptions now for you. One moment \nHuman Agent: the two cameras were successfully canceled, they will no longer renew from this point forward for you. \nHuman Agent: is there anything else I can assist you with today?"]
["Customer: Real person please\nHuman Agent: How can I assist you?\nCustomer: I wanted to know if I get the cloud storage plan, does it show me past time aswell or does it barely start when I begin the plan\nHuman Agent: The cameras will record to the cloud only when there is an active subscription on the camera. So if you were to start a subscription, there would not be any footage from before you started the subscription plan.\nCustomer: Oh okay thank you for the clarification \nHuman Agent: You're welcome."]
["Customer: Will the security camera support sd card memory \nCustomer: Will the camera store data on an SD card?\nCustomer: -1\nHuman Agent: The two cameras on your account do not support an SD Card. If you are asking about a different camera, then please let me know.\nCustomer: Is cloud storage the only option or can I use SD card\nHuman Agent: The cameras on your account would record to the cloud, they do not have the option to record to an SD Card.\nCustomer: What is the cost of cloud storage \nHuman Agent: Are you using the Zmodo app?\nCustomer: Yes I am using the app. I saw $4.99 per month is that each or for both\nHuman Agent: Yes, that is one of the subscription options. The Premium Plan is $4.99 per month or $49.99 per year. The Platinum Plan is $9.99 per month or $99.99 per year. All of the subscriptions are per device."]
["Customer: Troubleshooting\nCustomer: I have cloud service , but nothing is working.\n\nCustomer: Adgent\nCustomer: Agent\nCustomer: Ok\nCustomer: Is lunch from 12 to 1\nCustomer: Can I leave call back number?\nCustomer: This is terrible with out phone service support 😒 \nCustomer: Having problems  with the cloud not working\nCustomer: Agent\nHuman Agent: Hi my name is Wendy.\nHuman Agent: What are the names or device IDs on the cameras that you are not able to playback?\nCustomer: All of them\nHuman Agent: okay so all 6 cameras that have cloud plans you are unable to playback.  One moment, let me check all 6 of them\nCustomer: Ok\nCustomer: I do see where something is due on 2-27-25\nHuman Agent: all 6 cameras seem to be recording properly.  Are you trying to playback on the app?  \nCustomer: Yes on phone\nHuman Agent: The cloud plans will auto renew on the 27th \nHuman Agent: If you tap on the playback button for each camera what happens?\nCustomer: It says 7 day trial on the cameras\nCustomer: If i want it\nHuman Agent: ZMD13CNE6000821 PATIO/BACK, ZMD13CNE6001064 Front North , ZMD14FPH1214669 East , ZMD14H3H1222853 Dover Driveway , ZMD13CNE6001858 front south , ZMD13CNE6002067 Dining Room\nHuman Agent: these are the 6 cameras that the cloud plans are currently on.  which camera says it has a 7-day trial? what is the name or device ID?\nCustomer: All of them\nHuman Agent: Could you please provide a screenshot of how you are trying to playback?\nHuman Agent: ZMD13CNE6000937  kitchen, is this the camera you playback and it says its a free trial?\nHuman Agent: It looks like you had a 7-day yearly plan on camera ZMD14H3H1219677 but it was cancelled.  The remaining cloud time may have been moved to kitchen camera"]
["Customer: Help I need the footage of my Golf Cart, which seems to have disappeared. Can you help me please?\nCustomer: -1\nCustomer: I have three cameras and I was just charged $100 for my service but my golf cart will not play back. I’ve done everything you asked me to do. I’m just missing some footage because I got a delivery and someone stole it.\nHuman Agent: Hello, you've reached customer care, my name is Kylie, I looked up your account and do see you have two subscriptions, I cannot see the video however it does tell me that the cameras have both been online and have recorded footage within this last week.  What happens when you click playback on the cameras?"]
["Customer: why am I being charged for your sevices?\nCustomer: why am I being charged for your sevices?\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. One moment while I review your account. \n\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. One moment while I review your account. \n\nCustomer: Sure...$21.44 monthly is coming out of my bank acct. for your services.  I'd like to know how you manage to keep doing this.  I've changed my cards and it is still coming out.\nCustomer: Sure...$21.44 monthly is coming out of my bank acct. for your services.  I'd like to know how you manage to keep doing this.  I've changed my cards and it is still coming out.\nHuman Agent: You have an Google subscription for 4 devices, on the account \nHuman Agent: You have an Google subscription for 4 devices, on the account \nCustomer: I do not have Google pay.  so how do you keep doing this?\nCustomer: I do not have Google pay.  so how do you keep doing this?\nHuman Agent: Thats how it shows on our end, do you have an android phone? It also wouldnt be google play it is via google app store. \nHuman Agent: Thats how it shows on our end, do you have an android phone? It also wouldnt be google play it is via google app store. \nHuman Agent: Google pay* \nHuman Agent: Google pay* \nCustomer: these cameras haven't worked in months\nCustomer: these cameras haven't worked in months\nHuman Agent: We do not have access to the google account to manage your subscription nor can we cancel it on our end. If you have an android phone or access to the google account. I can provide the instruction on how to cancel.\nHuman Agent: We do not have access to the google account to manage your subscription nor can we cancel it on our end. If you have an android phone or access to the google account. I can provide the instruction on how to cancel.\nCustomer: I do want to cancel this subscription\nCustomer: I do want to cancel this subscription\nHuman Agent: Okay do you have an android phone or access to the google account via a PC? \nHuman Agent: Okay do you have an android phone or access to the google account via a PC? \nCustomer: I can't get into this google acct. because I don't have one.  If you can't cancel this payment then I will call my states attorney general and file a complaint with him.  then I will file a law suit.  I am so sick of being rip[ed off by people like you.  you make it easy to sign up for stuff you don't want with just one click, then make it impossible to cancel it\nCustomer: I can't get into this google acct. because I don't have one.  If you can't cancel this payment then I will call my states attorney general and file a complaint with him.  then I will file a law suit.  I am so sick of being rip[ed off by people like you.  you make it easy to sign up for stuff you don't want with just one click, then make it impossible to cancel it\nHuman Agent: When you signed up you had to confirm your google account password. We cannot cancel only account holder can. \nHuman Agent: When you signed up you had to confirm your google account password. We cannot cancel only account holder can. \nHuman Agent: I recommend trying to reset the password for the google account. \nHuman Agent: I recommend trying to reset the password for the google account. \nHuman Agent: You can also try to reach out to google for help resetting your account password\nHuman Agent: You can also try to reach out to google for help resetting your account password\nCustomer: I told you I  don't have a Google acct.  I never wanted one because of stuff like this. So you will be hearing from my attorney\nCustomer: I told you I  don't have a Google acct.  I never wanted one because of stuff like this. So you will be hearing from my attorney\nHuman Agent: Do you have an android phone or did you have an android phone when you subscribed? \nHuman Agent: Do you have an android phone or did you have an android phone when you subscribed? \nHuman Agent: Did you download apps on that phone from the app store? \nHuman Agent: Did you download apps on that phone from the app store? \nHuman Agent: We will give your attorney the same response and point them towards google as we are not the company charging you. If you check your bank statement you will see what company it shows as charging you. \nHuman Agent: We will give your attorney the same response and point them towards google as we are not the company charging you. If you check your bank statement you will see what company it shows as charging you."]
["Customer: One of my cameras are missing from the cloud subscription \nHuman Agent: Hello, you've reached customer care, my name is Kylie. What is the cameras name that does not have the subsciption?"]
["Customer: I was billed 199.00 from you what is this for?\nCustomer: I don’t have any cloud service what companies do you service \nCustomer:  Do you serve zmodo\nCustomer: Can you see if that’s what this is\nCustomer: No it’s about the charge on credit card \nCustomer: It’s from meshare\nCustomer: Not familiar with this \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I would need to try and look up your account to see what subscription's you would possibly have, to do that I would need the email or phone number used to create the account to do the search. \nCustomer: I have zmodo but don’t know your company \nCustomer: Jlholli@aol.com\nHuman Agent: The billing for Zmodo is done through Meshare. \nCustomer: Ok I disputed it on credit card \nHuman Agent: It looks like you have 4 cameras subscribed to the 7 day yearly subscription.\nCustomer: I will cancel the dispute \nCustomer: Yes\nCustomer: I need to cancel one of them\nCustomer: Will my bill be less\nHuman Agent: Okay, If you have trouble at all with your plan after the dispute  its possible that if the dispute has gone far enough it may cancel the plans anyway so if that happens at all you would then resubscribe. \nCustomer: Ok I just today disputed \nCustomer: Who would I call at zmodo \nHuman Agent: If you cancel aany of the cameras susbcription it will lower the ammount as next year when they renew there will be less cameras. It will not effect the pricing that has already gone through, if you cancel now that paid time will still be there. If the Dispute does go through the time would be removed though. \nCustomer: Do you have phone number \nCustomer:  Don’t understand \nHuman Agent: Zmodo and Meshare No longer have inbound calling, only Outbound which is done Via schedule. \nCustomer: How do I cancel the one camera \nCustomer: If I can’t call\nHuman Agent: I can cancel it for you form my end, What is the name of the camera you are trying to cancel?\nCustomer: Back door\nHuman Agent: Okay, One moment while I cancel that subscription for you. Once canceled it will not renew next year, only the other 3 cameras will renew. I will give you the end of service date once I cancel it, one moment. \nCustomer: Can you rebill me for the 1 less camera \nHuman Agent: It has already Billed for the year that would not be possible. I am able to move the leftover time onto another camera that does not already have a subscription  for you though if you would like. \nCustomer: Since I canceled the 199.00\nCustomer: No other camera I need\nHuman Agent: I canceled the Back Door camera successfully, the end of service date is 11/22/2025 for that camera, on that day the camera will not renew.  If you would ever like for this leftover time to be moved from this camera to another one just let us or Zmodo know and we can move it onto another camera for you. \nCustomer: So I have to pay the 199.00 now\nHuman Agent: There is not a way to adjust the payment once it has gone through, it would of needed to of been canceled before the renewal sadly. \nCustomer: Ok I’ll try to cancel my dispute\nHuman Agent: Alright. Is there any other questions before we go today?\nCustomer: No but if I can’t cancel it what do I do\nHuman Agent: If you are unable to cancel the dispute, then you would wait for it to complete then resubscribe the cameras again."]
["Customer: Still not getting to subscribe \nCustomer: Please out sexydawn5140@yahoo.com  for me\nCustomer: 1\nCustomer: Why I can't subscribe using my correct email address???\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We don't have the ability to sign you out of an account, if you wish to sign out you yourself would go to the Me section of the app and logout from there\nHuman Agent: You have 4 cameras bound to this account, you created this account with the sexydawn5140@yahoo.com email\nHuman Agent: there is not a way to change the email once it is used to create the account, you can set a different contact email, but the base email cant be changed. \nCustomer: I know this \nHuman Agent: Okay, what issue are you having then?\nCustomer: I am trying to subscribe using the same email I started with but I am not getting through \nCustomer: I really need to use it with cloud recording \nCustomer: Are you there???\nHuman Agent: Your subscription will be tied to this account because the cameras are tied to this one. \n\nHuman Agent: Do you have an android or an apple phone?\nCustomer: Yeah \nCustomer: That is what i uses \nHuman Agent: Do you have an android or an apple phone?\nCustomer: Android \nHuman Agent: Okay, when subscribing it will go through google, so if its showing an email you do not want you can check your google account, its possible that you used a different email for the google account and you can try to see if you can change it or make a new google account with the email your wanting to use. \nCustomer: Ok\nHuman Agent: Okay"]
["Customer: I need to talk to someone about getting the cloud clips for 10 cameras for for a year.  I had trouble this year and they cancelled my account and we are still able to use it till our plan expires in December.  I want to renew it, but when I go to apple it says we have NO ACCOUNT\nCustomer: AGENT\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account, one moment\nHuman Agent: We do not have the clips plan rolled out on the Zmodo app for users anymore, if you wish to subscribe to that plan you will instead need to download an app called Smartz Eaze then log in with your account here that you use for Zmodo, after that you will be able to see the clips plan option as well as other plan options. \nCustomer: Are you there?\nHuman Agent: Yes, I just sent a message above for you\nCustomer: What are the costs for the plans you carry here?\nCustomer: I am using my laptop.  I can't download an app, is there somewhere to go for Smarz Eaze on a laptop?\nHuman Agent: they very on pricing depending on the plan chose, there are options for individual device subscribing, but also options for unlimited device subscribing as well. \nCustomer: Where do I find those and can I do the Smarz Eaze on laptop?\nHuman Agent: No, you would only be able to download the app, there is not a web version available yet unfortunately. \nHuman Agent: once you download the app and login the cloud subscription options are in the cloud area of the app. \nCustomer: OK I will try that.  I'm very disappointed we have purchased 11 of your computers and this is the only way to be able to see clips from them.  We use them for security. :(\nCustomer: 11 of your cameras  I'm sorry\nHuman Agent: Yes, unfortunately on Zmodo the Clips plan was only in Beta for testing, it was fully released on Smartz Eaze though. We do offer other plans on Zmodo but not the clips plan you desired. \nHuman Agent: I wish you well and hope you have a great day"]
["Customer: I want to Cancel my subscription and get a refund please\nCustomer: Agent\nHuman Agent: Let me take a look at your account.\nCustomer: I thought that I had cancelled a few months back so as to not get charged for another year. But your company took the money out anyway\nCustomer: Hello\nHuman Agent: I apologize for the wait. It took a little longer because you have several subscriptions spread across multiple billing emails. So, there are twelve cameras subscribed. Would you like all of the subscriptions canceled?\nCustomer: Yes. They haven't worked for months. Which is why I thought I had cancelled. Yet I keep getting billed. \nCustomer: That's quite a lot of money your company keeps taking \nHuman Agent: Alright, so some of the subscriptions I can cancel. However, there is one subscription that is managed through your google account. \nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: Yes\nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option.\nCustomer: Which email is it? kelleyf115@yahoo.com \nkraftbuilt76@gmail.com \nSnowjunky76 \nHuman Agent: I do not know which Google account you used for the subscription.\nHuman Agent: Thank you for your patience. I have canceled the subscriptions that I am able to cancel. The only subscription I cannot cancel is the Google subscription for four devices.\nCustomer: Thank you. I found it. Is there anyway that I can get a refund for the charges that was just put thru?\nCustomer: Clearly I thought I had already cancelled but there were a lot of accounts that I don't know how to do. And since the product hasn't worked for months and the payment was just processed, I haven't used any of the service. Nore am I going to use it. \nCustomer: Hello\nHuman Agent: Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date. \nCustomer: I thought I had canceled. And your product isn't working\nCustomer: I haven't had service for a few months. \nCustomer: Even with the payment that uor company just took. My service still isn't working\nHuman Agent: The cameras on your account are offline. That means that they are not connected to the internet. That is separate from the subscription to record to the cloud. With the cameras being offline, you would need to troubleshoot the cameras and potentially set them up.\nHuman Agent: Especially if you changed anything about your internet service or network a few months ago when you stopped being able to view your cameras.\nCustomer: I didn't change anything other than cancelling with you guys. Which again is why I thought it was taken care of. \nHuman Agent: You did not cancel the subscriptions though. The subscriptions were still active and not canceled until you contacted us today.\nCustomer: I have had the same provider and set up for years. I haven't disconnected or even moved the routers. \nCustomer: I will look into this further. Thank you for your time. \nHuman Agent: Even if you have the same router and ISP, if you changed anything about the network, the cameras may need to be setup again. You may also just want to restart the router. There could be other reasons the cameras are offline.\nHuman Agent: You're welcome."]
["Customer: Hi! I wanted to see if I could pull footage from cameras yesterday \nCustomer: agent\nCustomer: Thank you!\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Were any of the cameras you are trying to get footage from subscribed at the time you are wanting the footage from at all? \nCustomer: No they were not\nHuman Agent: Okay, cameras without a subscription only take short 10 second clips with motion, then have a cooldown of 3 minutes before they can be triggered for another 10 second clip, these clips can be reviewed and saved within 12 hours, after that they overwrite to make room for more clips so any of the video from before 12 hours at this point is totally gone. \nCustomer: I can see them motion at my door from yesterday at 12:37, but it was a package that was dropped at my house and in the following motion clip at 2:20 I can’t see the package anymore and it’s nowhere to be found\nCustomer: Yes I’m here\nCustomer: Did you get my message about the times?\nHuman Agent: the message jsut came in, its possible that the camera was not triggered for the clip if they did not cause enough motion or if the camera was within the 3 minute cooldown window.\nCustomer: And there isn’t a way to recover footage between those two times to try to get an idea when the package was no long at the door?\nCustomer: My assumption is that it would have picked up motion if the package was moved\nHuman Agent: No, if the camera did not trigger to take a clip or its outside the window where its overwritten then then there is no video unfortunately. \nCustomer: Okay\nHuman Agent: the camera without a subscription only triggers for clips with motion, without enough of that it doesn't create the clips. \nCustomer: Got it okay\nHuman Agent: Okay, is there any other questions befroe we go?"]
["Customer: CUSTOMER SUPPORT\nCustomer: Help!\nCustomer: Hello, I paid $50 for cloud service and my cameras are only recording 8-30 seconds\nCustomer: I cannot scan my footage\nCustomer: To find the theft of my trashcan\nCustomer: Why did I pay $50 for a service that is not working\nCustomer: Hello???\nHuman Agent: Which camera are you trying to view the Playback footage from? It looks like you have a subscription for one device on your account.\nCustomer: Yes my porch camera the 360 torch\nHuman Agent: So, it looks like that camera dropped offline, which means it did not have a connection to the internet for some time. It likely got desynced at that point so there may have been an issue with the recording. It has been synced and restarted again, so it should be recording footage now. It usually takes about 10 minutes to show the footage, but can sometimes take up to 60 minutes to get enough of a backlog of footage to start showing the video in the app.\nCustomer: So it will not show footage from yesterday?\nCustomer: Because my can went missing between 10:30AM and 11:16am and I cannot review the space in between at all\nHuman Agent: It looks like it had gone offline and desynced before yesterday. Resyncing the camera will make the camera start saving video to the cloud again, it is not going to change anything that has already happened. If there is not already footage in your app from that time, then there is not footage from that time saved to the cloud server."]
["Customer: I to talk to someone about canceling my subscription \nCustomer: 1\nCustomer: Can I get a phone number?\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see how you subscribed, one moment \nCustomer: Ok\nHuman Agent: It looks like your subscription goes through google for the processor, I am not able to cancel the subscription from my end due to this. However you can cancel it from your google subscriptions area, to get there you would: Open the play store, click your profile in the top right, choose subscriptions, select the subscription then at the top or bottom it will have a cancel option. When it is canceled successfully it will show an end of service date.  \nCustomer: Ok I will try that\nHuman Agent: Okay, if you have any trouble with seeing the subscription, make sure you do not have multiple google accounts. Otherwise you will have to contact Googles support for further assistance in locating the subscription on their end."]
["Customer: Hello\nCustomer: Yes Maria a like to Cancel my ser icw\nCustomer: Cancel my camera service\nCustomer: Agente\nHuman Agent: Hi my name is Wendy\nHuman Agent: One moment while I check your account to see how you are subscribed.\nCustomer: Hi Wendy I like to cancel my camera service\nHuman Agent: Hi - I am unable to cancel the subscription on my end, as you are subscribed via Google but you can follow this guide on how to cancel your subscription via Google. https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid"]
["Customer: Agent\nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: I want to cancel my account \nHuman Agent: Please go to the app, go to the Me section in the bottom right, tap your profile icon in the top middle, then provide the account number listed there so I can both look up your account and verify you as having access to the account. \nCustomer: Is my account number there?\nHuman Agent: In the place I directed you to? Yes."]
["Customer: Is there a phone number for customer support \nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: Hello I paid for the cloud storage but have no idea how to access 3. Also my email was compromised and all my video evidence against my stalker is slowly disappearing I need to make sure no one has access to my cloud as my email was hacked\nCustomer: Call back appointment \nHuman Agent: The footage is saved for the last 7 days. After 7 days the footage is deleted from the cloud. If you have video you want to save, then you will want to make a clip and save it to your phone or computer before it is deleted from the cloud.\nCustomer: 😳"]
["Customer: I can't change what camera's that I what to record 24/7. \nCustomer: I want to change some of my cameras that I pay for recording \nHuman Agent: Hi my name is Wendy.\n\nGo to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\nCustomer: I try to change it and it said i could not\nHuman Agent: Could you please try enabling the devices again? If you get an error message please take a screenshot and attach that here"]
["Customer: Troubleshooting\nCustomer: I have suscripción but on the app told me I have to update my membership \nCustomer: -1\nCustomer: I just pay my subscription but in the app ask me to update my subscription \nCustomer: Customer support \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account one moment\nCustomer: Ok\nHuman Agent: Looks like I'm having trouble looking up the precise subscription info because the sub is going through apple for the processing, are you able to go to the cloud area, scroll town and take a screenshot where it shows the plan info and send that to me in the chat?\nCustomer: Ok\nCustomer: D/static_file/8924d94470_1_20241203175822.png\nHuman Agent: We will be closing at 6PM central time, to continue to troubleshoot would you like me to send you the call scheduler to scedule a call tomorrow or follow up via email?\nCustomer: Email \nHuman Agent: Okay, I wills end you an email, in the meantime, it looks like you currently only have 2 cameras enabled to that plan there, click the option that says change devices and click enable on the cameras you want to have service and that should resolve the issue and the cameras will have service, if you have trouble at all just let me know via email as a reply to the email I will send you now and I will follow up in the morning once I am in the office tomorrow."]
["Customer: Cancel subscription \nCustomer: Cancel subscription \nHuman Agent: Hello, my name is Grant. I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: It’s not allowing me to unsubscribe it just keeps putting them back to auto renew\nHuman Agent: You will need to cancel it through your Apple account. I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?"]
["Customer: i need to change my card and it wont let me do it \nCustomer: i got a new card need to update it \nCustomer: i did try to do that it didnt work\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like you're subscribed via Apple so you would update your payment method via Apple. Here is a link with more information on how to do that. https://support.apple.com/en-us/118293"]
["Customer: Please cancel all subscriptions and refund the charge made today. \nCustomer: Agent \nCustomer: Hello?\nCustomer: Kylie? \nHuman Agent: Hello, you've reached customer care, my name is Kylie.  I apologize for the dellay, I found the susbcriptuions now and will cancel them for one, give me one moment while I work on this.\nCustomer: Thank you !\nCustomer: I attempted to contact customer service over the weekend before the renewal charges were made. But I could not get an agent to assist me. \nHuman Agent: Yes, we do not have live agents over the weekend, we only work Mon-Fri 8AM-6PM central time and the chatbot assistant we use named Mira cannot cancel subs.\nCustomer: Aha! That makes sense. \nHuman Agent: I found all the subscriptions tied to the account/cameras and I just now successfully canceled the subs for you so they will no longer renew in the future. Is there anythign else I can assist you with today?\nCustomer: I would like to request a refund of the charges made today. \nCustomer: $99.79\nHuman Agent: Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date. \nCustomer: ?\nCustomer: Hello?\nCustomer: I attempted to cancel but I could not get any assistance.  \nCustomer: I would like to speak with a manager \nHuman Agent: We currently do not have a manager available to transfer you to, I can take your name and phone number and email down to give them so they can contact you if you wish to be contacted, the soonest would be tomorrow that you would be able to be contacted."]
["Customer: Speak with Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: How much are your subscriptions? Do you HAVE to have a subscription to use the features? The battery outside camera options, how long do they last before needing to recharge them? \nHuman Agent: the subsciption is always optional, its not a requirement. \nHuman Agent: The battery charge is based on how often there is motion, when there is no motion the camera is in a lower power mode, then when motion is present it will trigger the camera, this also occurs when you click on the camera live from the app, it will also take the camera out of the lower power mode. Its around a month with normal motion triggers for the cameras battery but it can be less, or more depending on how much the camera is activating/being triggered from the lower power mode. \nCustomer: Perfect! Now, how much are the subscriptions? \nCustomer: If I chose not to get the subscription, what all features will I still have access to? \nHuman Agent: You can look at the pricing and features in the cloud section of the app or the website, its priced monthly or yearly(annual) and the pricing also depends on the plan you choose as there are a few options.\nCustomer: I have looked and do not see any prices \nCustomer: All it shows on that page is information about the cameras \nHuman Agent: D/static_file/bd9b3a5f74_1_20250304155511.png\nHuman Agent: Here is a screenshot I took from the web app where it lists the pricing of the cameras and an explanation of the plans as well. \nCustomer: What features will I have if i chose not to do a subscription\nHuman Agent: Cameras without a subscription when there is motion will take a 10 second clip, have a cooldown of 3-5 minutes then if there is still motion or more motion it will trigger again, you can view any of those short clips from the alert area of the app and download them within a 12 hour window. After 12 hours has passed from the point the clip has been created it overwrites to make room for more footage. \nCustomer: Thank you for your help and time. It is very appreciatd. \nHuman Agent: Oh course any of the 10 second clips you choose to download save to the phone gallery so any clips you save from the app are preserved in your phone gallery until you delete them from the phone gallery. \nCustomer: Thank you, You have been very helpful! \nHuman Agent: Thank you as well, if you have any other questions feel free to reach out to us once again.\nHuman Agent: Have a wonderful rest of your day."]
["Customer: Troubleshooting\nCustomer: why was I charged 19.99 and not getting cloud service? Please refund.\nCustomer: speak with agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It shows your last charge was 1/4 which has since expired. One moment as I double check this through Google directly since that is where you were billed. \nHuman Agent: Thank you for your patience. It appears there was an error and the service was not properly applied to the account. To be clear, you would prefer a refund rather than correcting the service, is that right?\nCustomer: Yes, refund \nHuman Agent: Okay, a refund has now been issued. You will still want to cancel so it does not renew in the future. You can find more information on how to do that through your Google subscriptions in the following link. https://support.google.com/googleplay/answer/7018481"]
["Customer: Termination \nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account, one moment. \nHuman Agent: If by \"Termination\" you were asking how to cancel the cloud subscription you have, The subscription through apple for the payment processor, I am not able to cancel the subscription from my end due to this. You will need to cancel from the apple subscriptions area. To get there, open the apple settings, click your  profile, choose subscriptions then tap on the subscription and chose cancel, you will know it is canceled successfully when it shows an expiring date."]
["Customer: Agent \nCustomer: My cloud no work, but money processing, and I have this service 2 months , after renewal stop working, but show available until December 26\nHuman Agent: Hello, you've reached customer care, my name is Kylie. It does look like you have a subscription but its currently not enabled on any of your cameras, Try going to the cloud section, scroll down to subscriptions, click edit, then select the cameras and tap Enable, if you have trouble let me know what happens and take a screenshot of where you have trouble as well for me."]
["Customer: I resubscribed but  no recording\nCustomer: Not working now \nCustomer: 3 cameras 1 not eecording\nCustomer: Everything is up to date. I'm not stupid.\nCustomer: AI is not Customer Service.\nHuman Agent: Hi my name is Wendy.  Which camera are you having trouble with playback?\nHuman Agent: What is the name or device ID?\nCustomer: Buildinglot 1\nHuman Agent: It looks like this camera cloud plan started just a little bit ago\nHuman Agent: It has already started to record footage.\nHuman Agent: You wouldn't be able to playback footage from before the cloud plan started."]
["Customer: help payment\nCustomer: -1\nCustomer: payment\nCustomer: -1\nCustomer: payment\nCustomer: -1\nCustomer: help \nCustomer: hello,  trying to make a payment for yearly subscription getting error \nCustomer: how are you today?\nHuman Agent: Hello, you've reached customer care, my name is Kylie., Let me look up your account to see how you subscribed, One moment.\nHuman Agent: I am doing well today, thank you. \nCustomer: I am not subscribed keep getting error\nHuman Agent: Yes, it looks like you did have a subscription for 2 cameras, it tried to renew  and failed which caused it to cancel, you would have to resubscribe in the cloud area to get the cloud service on the cameras again. \nCustomer: trying to do that now\nCustomer: I got on computer instead of app\nCustomer: I did have one couple years ago\nHuman Agent: Okay, are you logged in on the web app or did you only go to www.zmodo.com? \nCustomer: I am trying to resubscribe now.  that's when I am getting errors\nCustomer: logged in at zmodo.com\nCustomer: says is loading right now\nHuman Agent: www.zmodo.com is only the website for the store, try going to the web app.\nHuman Agent: the web app is User.zmodo.com \nCustomer: I lied, I am on that.  user.zmodo\nCustomer: sorry.  lol\nCustomer: D/static_file/fde3d5ce78_1_20250214160026.jpg\nCustomer: subscription says pending\nCustomer: do you see anything on your end?\nCustomer: hello?\nHuman Agent: Its possible that you may have tried to subscribe from the web app too many times which is causing this, when that happens it flags and activates the fraud protection function on the processor there. Only way to really get around this is either to wait, (its quite random when the fraud protection stops it could be a few days, it could be multiple months we don't have control of it) Or you can try to subscibe using Paypal, they have their own fraud protection process so you would be able to try subscribing using that without issues."]
["Customer: Customer care agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I paid for the cameras four of them in September 29, 2024. My sister just paid for three of them on February 28, 2025 when this subscription wasn’t due yet to how do we get this fixed since both of us paid for it\nHuman Agent: It looks like your subsciption is going through apple for the billing processor, you would have to contact apple's support due to get assistance with this matter."]
["Customer: live agent please\nCustomer: ok ty\nCustomer: im here\nCustomer: I am trying to add Room 2 device to cloud subscription and no matter what I do it wont let me. It just keeps spinning. I got the device added and can view it live but need cloud service. 4.99 mth \nCustomer: Hello\nCustomer: are you there\nCustomer: I cant start a new conversation until you close this one, it just keeps popping up\nCustomer: Im here, you just arent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If you are having trouble editing the plan what you can do is cancel the subscription in your apple cloud subscriptions, then go through the subscribing process in the app again to add the device. \nCustomer: what"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: I’m having trouble with my subscription \nCustomer: -1\nCustomer: I have a subscription but it’s still saying I need a subscription for my device \nHuman Agent: I looked up your account, it shows you did used to have a subscription which was going through apple for the processor, apple tells us that you canceled it then tried to get a refund which was awarded, when that happens it removes the leftover time as its not paid for, if you want to get the subscription again you would have to resubscribe again."]
["Customer: Troubleshooting\nCustomer: I need a clip downloaded from yesterday at 1:33 am from my front driveway camera\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You should be able to access the cloud footage in the way mentioned by the chat bot, but if your NVR has a hard drive you can also likely hit playback on it, choose that camera, then review footage from there as well."]
["Customer: Hi. I want to cancel my subscription\nCustomer: mdurant3@gmail.com\nCustomer: Yes, I would like to cancel\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your subscriptions one moment \nHuman Agent: It looks like you have 3 cameras currently subscribed are you wanting to cancel all 3?\nCustomer: Still waiting\nHuman Agent: I responded\nHuman Agent: I said It looks like you have 3 cameras currently subscribed are you wanting to cancel all 3?\nCustomer: Yes\nCustomer: Yes, please cancel all 3\nHuman Agent: Okay, I canceled all 3 successfully for you, they will no longer renew from this point forward the last date of service is  1/28/2025"]
["Customer: Agent\nCustomer: Agent\nCustomer: Agent\nCustomer: Hi\nHuman Agent: How can I assist you?\nCustomer: I need to cancel my subscription\nCustomer: I have tried multiple times thru the website and I get no option\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: No I have an iphone now\nCustomer: Thats part of the problem\nHuman Agent: If you do not have access to an android device currently you can follow this guide on how to cancel your subscription via Google. https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid\nCustomer: Let me try"]
["Customer: I want a refund on the payment made today, and my subscription canceled.\nCustomer: Bullshit you are scammers\nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like you have 2 cameras subscibed, I will cancel both for you, one moment\nHuman Agent: I successfully canceled the cameras named Living Room Cam and Living Room Porch for the subscription, they will have leftover time until 2026-03-01 and that is the last date of service both cameras."]
["Customer: We sold our house and want to cancel our subscription so we don't get charged again\nCustomer: How do I get ahold of and agent\nCustomer: Ok\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Okay, got it cancelled so it will not renew further. You'll still have the full service time that you've already paid for. \nCustomer: Ok thanks\nHuman Agent: No problem. Is there anything else I can help you with?"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Billing \nCustomer: I paid my service and it's still showing not paid.   Can you please fix it\nCustomer: Contact agent\nCustomer: Hi\nCustomer: I had an issue with my google subscription.  It has been paid.  But it's still showing billing issue on the app.\nCustomer: My cloud service is paused.  \nCustomer: D/static_file/c7a100225f_1_20250306135908.jpg\nHuman Agent: On your account it looks like there are 3 cameras that are subscribed. It looks like they also have been recording as normal. One moment and I will have you check the playabck for thsoe cameras. \nHuman Agent: Can you click playback on the cameras named front porch, Veg Doors, Pool / Shed first for me and let me know if you can view the playback, after that I will have you navigate elsewhere in the app to check some things.\nCustomer: Hello"]
["Customer: I want to cancel my subscription for zomodo cameras unable to pay\nCustomer: Unsubscribe from march 2025 unable to pay\nCustomer: Unsubscribe for zomodo cameras from March 2025 unable to keep up payment \nHuman Agent: Hello, my name is Grant. I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?"]
["Customer: I need to speak to someone \nCustomer: Need to Speak to someone \nCustomer: Yes I'll do that\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?\n\nCustomer: I'd like to know what I'm paying for on this account? \nHuman Agent: You have cloud subscriptions on the following 6 cameras. \nZMD17A7I7800169 , ZMD17AMI7800184 , ZMD17A7I7800499 , ZMD17A7I7800095, ZMD14CRDA272321 , ZMD14CRDA272304\nCustomer: I need to stop it\nHuman Agent: All 6 subscriptions? \nCustomer: Yes if I need to start again I'll contact you \nHuman Agent: You can always just subscribe via the app.\nCustomer: Ok and you said 6 cameras I only have 4\nHuman Agent: Yes there is 2 cameras you removed off the account but didnt cancel \nHuman Agent: All cloud service has been cancelled."]
["Customer: I have a camera named Patio, which broke..I pay for cloud service.   Purchased another camera & added Patio-new, which i would like cloud switched over to. Can you help?\nCustomer: How do I add the new camera to account?\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking, I can move the remaining time to the new camera. But once that time expires you will need to subscribe the new camera. \nCustomer: Ok. Will I rwceive a notice to do that.  When will it expire\nHuman Agent: The new camera will have service until 4/5/2025\nCustomer: Okay. So, there's nothing more i have to do at this time.\nHuman Agent: Just to confirm you want the service on the camera named \tPatio-new\n \nHuman Agent: Correct \nCustomer: Yes.\nCustomer: Thank you\nHuman Agent: The new camera will have service until 5/5/2025 since it had a 1 month free trial as well. \nCustomer: Ok.   \nHuman Agent: Is there anything else we can help with today?"]
["Customer: I like to cancel \nCustomer: Agent\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?"]
["Customer: Troubleshooting\nCustomer: My front porch camera and my other camera are not recording to the cloud this is on going issue with these camera I paid good money and this is unexpectable\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Rrepresentive\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: My camera  on front porch and also back yard record days they want to cloud i was in hospital last night and my neighbor said they saw someone on my porch I go to look back didn't record yesterday or the the before to be honest this has been a on going issue since I purchased theses they work when they want and if they don't I can't even get a real person one the phone  to fix the issue\nHuman Agent: If you are wanting to troubleshoot over phone we do have outbound calling, I would just have to send you the call scheduler so you can schedule a call, would you like that?\nCustomer: Representive"]
["Customer: Can you assist me with billing?\nCustomer: I was charged twice and asked for a partial refund. Instead they cancelled my entire subscription.\nHow do I get my subscription back without being charged again?\nCustomer: Why was my subscription cancelled?\nCustomer: Let me speak with a representative \nHuman Agent: The subscription was managed through your Apple account. So the subscription would have been refunded through Apple. You would need to start a new subscription.\nCustomer: Is there someway of starting a new subscription without going through my apple account.\nHuman Agent: You can subscribe through the web app and that will go through our payment processor. You can go to user.zmodo.com and sign in to the web app and start a subscription there.\nCustomer: Thank you!!!\nHuman Agent: You're welcome."]
["Customer: My app is not working\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What sort of issue are you having with the app?\nCustomer: I paid my Zmodo subscription through apple store and it's not working\nCustomer: I contacted apple support and they asked me to contact the developer\nHuman Agent: Are you able to go to the cloud section of your app, hit view details on the current subscription, then see if you can edit the enabled devices?\nHuman Agent: Actually\nHuman Agent: It looks like the last payment I show was 7/21/23 so it had expired. Can you send a screenshot of your current subscription via Apple?\nCustomer: I paid the subscription on 9/12/2024 \nCustomer: I paid through the app store for Premium Cloud for 1 Device (Yearly) and it shows renews Sep 12, 2025\nHuman Agent: You had not subscribed in the Zmodo app itself then? Can you try to cancel and then resubscribe to the same plan in the app? So long as you pick the same plan, it will not charge you again if you have already paid and will only turn renewal back on."]
["Customer: Cancel my service\nCustomer: Yes, cancel\nCustomer: Agent \nCustomer: Is my service canceled?\nCustomer: Agent \nCustomer: What’s the telephone number?\nCustomer: 1\nCustomer: Yes \nCustomer: I need to cancel that service\nCustomer: Agent \nHuman Agent: I took a look at your account and I found a Monthly Premium Plan for one device. I have canceled the subscription and it will not renew again.\nCustomer: Ok thank you\nHuman Agent: You're welcome."]
["Customer: Customer service \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\n\nCustomer: Is there a deleted trash folder on the app \nHuman Agent: No, the camera was offline during the period of time you were wanting footage, there is sadly no video due to that. \nCustomer: It was plugged in tho I just couldn't get the footage \nHuman Agent: it does not tell me the time, however it shows it was offline for a large portion of time and has had trouble dropping on and offline\nHuman Agent: D/static_file/190a844d83_1_20241202154845.png\nCustomer: What about from 12-1?\nCustomer: Am\nCustomer: I need footage for court purposes \nHuman Agent: Here is a screenshot of how it looks on my end when I look up that camera to see if it was online or offline or was recording any clips. As you can see it went offline in the early morning of 11/30, and did not come back online until 12/1 just before lunch\nCustomer: D/static_file/17a3d3a95d_1_20241202155146.jpg\nCustomer: I need that time frame \nCustomer: On 11 29 \nHuman Agent: I am not able to see the footage directly for you, you will need to do it yourself because it is due to legal purposes.  If you wish to take clips on 12:1 or 11/29 when it was online you would go to the camera and click playback, select the callender and choose the date,  then select the time and click the scissors to create a clip.  \nCustomer: I don't have it on my end tho\nCustomer: How do I get it back?\nHuman Agent: What occurs when you click playback, then select the calendar does it allow you to choose the day?\nCustomer: Yes but nothing is coming up for that time frame \nHuman Agent: Can you make sure you are trying to view the correct camera? you do have two cameras that have the same name, first click Live, then if you are able to see it live try to back up and click the playback and choose the calendar then take a screenshot of what shows and send that to me here if it is still wrong. \nCustomer: Let me check \nCustomer: Can I come back to this convo?\nHuman Agent: Yes you can, it will timeout if you do not checking after 5 minutes though."]
["Customer: Can't get my unsubscibe to work\nCustomer: Agent\nCustomer: Hey Grant need to unsubscribe 4 cameras\nCustomer: Its not letting me do that\nHuman Agent: You said you did not want to cancel the remaining subscriptions on your account. Do you want me to cancel the remaining three subscribed devices?\nCustomer: Yes\nHuman Agent: Okay, I will cancel the subscription for 3 devices that is still active.\nCustomer: Thanks\nCustomer: I'm showing 4\nHuman Agent: You have two subscriptions on your account. You have a Premium Plan for four devices and a Premium Plan for 3 devices.\nHuman Agent: It looks like you already canceled the four devices subscribed under that first subscription. However, the second for the three cameras is still active.\nCustomer: Thats whats got me confused in the app\nCustomer: It shows I cancled 4 and three are remaining so cancle those too please\nHuman Agent: Okay, yes, that is what I was saying and what I am working on now.\nCustomer: I'm going to start over on this deal I have about 6 hrs involved in this app glitch\nCustomer: Thanks\nHuman Agent: The subscription has been canceled and will not renew again. Do you have any questions?\nCustomer: No thanks so much\nHuman Agent: You're welcome."]
["Customer: Customer service\nCustomer: I need the number for Customer service\nHuman Agent: Hi my name is Wendy.  How can I  help?\nCustomer: I need the number for Customer service\nHuman Agent: I just sent you an invite to schedule a callback.\nCustomer: Hi\nHuman Agent: Hi\nCustomer: I need help, please\nHuman Agent: How can I help?\nCustomer: I have one Device is broke And does not work on no more\nSo I got new Device\nI add two more camera\nAnd My iCloud plan 124 Year\nSo right now it was only 3 camera and iCloud \nI need my four camera and iCloud\nAnd I need add one more\nHuman Agent: one  moment, I will check how you are subscribed\nCustomer: Ok\nCustomer: D/static_file/a178396f5d_1_20241119130929.png\nHuman Agent: You have (4) active 7-day yearly plans.\nCustomer: Yea \nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\nHuman Agent: Yu are subscribed via Apple. Apple does not like having multiple subscriptions for the same app. If you are wanting to upgrade to a 5 camera cloud plan subscription what you need to do is subscribe again for the new number of cameras you want to subscribe. Apple will charge you again but they will issue a credit or refund for the remaining time on the old plan.\nCustomer: I don’t know how I do this\nHuman Agent: What don't you know how to do?\nCustomer: So I need to add the camera to iCloud\nCustomer: I have my plan already\nHuman Agent: Enabling the cloud plan on a camera? or upgrading your cloud plan to (5) camera plan?\nCustomer: And is going to be expired in December 16\nCustomer: I need my four camera and I add one more\nHuman Agent: We have limited info for Apple plans but it looks like the plan is active and will renew next around 12/17/2024\nHuman Agent:  If you are wanting to upgrade to a 5 camera cloud plan subscription what you need to do is subscribe again for the new number of cameras you want to subscribe. Apple will charge you again but they will issue a credit or refund for the remaining time on the old plan.\nCustomer: OK right now I need to add one camera for my old plane \nCustomer: It’s only three now\nCustomer: I take one off because it’s broke\nCustomer: I can’t add number five later\nHuman Agent: no you have (4) cloud plan subscriptions but only 3 plans are currently enabled. \nHuman Agent: You would need to enable the cloud plan on a camera\nCustomer: Yes\nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom."]
["Customer: Hello, I think I have encountered a glitch. I am being charged $9.99 per month for 2 premium camera subscriptions, but 1 of my 2 cameras states the subscription expired months ago. I tried to restart the subscription on that camera, but I get the error message “This plan already exists”. Can you help?\nCustomer: How do I reach out to customer service?\nCustomer: Never mind. I cancelled the subscription and restarted it. Hopefully that works\nHuman Agent: Hi my name is Wendy.\nCustomer: Oh hello Wendy\nHuman Agent: Let me check your account. one moment please\nHuman Agent: Hi  Let me check your account. one moment pleas\nHuman Agent: I see you have (2) Apple cloud plan subscriptions but just (1) camera enabled currently.\nCustomer: Yes, that is correct\nHuman Agent: are you wanting just (1) cloud plan? or would you like to enable the cloud plan on ZMD16GHI7202158 driveway cam?\nCustomer: I would like to enable the cloud plan on driveway cam\nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\nCustomer: Thank you, that worked. However, I am unable to see previous footage on driveway cam. There is an event from yesterday I need to review\nHuman Agent: The plan should start working now since you just enabled the plan.  The cloud plan was not enabled on the camera yesterday so you would not be able to playback yesterday.\nCustomer: Well that is upsetting, and doesn’t make much sense to me. I was paying for the plan for that camera these past few months, but it glitched and was not enabled. I am able to see motion events, so I don’t understand why the camera wouldn’t have also saved the 24/7 footage it was recording\nHuman Agent: You just enabled the plan on the camera.  I can see that it has already started recording so it is working now."]
["Customer: Agent\nCustomer: Agent for Zmodo subscruption\nCustomer: Can I get a call back?\nHuman Agent: Hi my name is Wendy\nHuman Agent: You have a question about your cloud plan subscription?\nCustomer: Yes\nHuman Agent: Please let me know what questions you have.\nCustomer: I want to talk to someone\nCustomer:  CCan someone call me\nHuman Agent: I just sent you an invite to schedule a callback."]
["Customer: I paid for 1 month but I only have one camera working it still don't show anything \nHuman Agent: Hello, you've reached customer care, my name is Kylie, I want to have you try doing a few things for me to see if it resolves the issue for you, can you unplug the camera, tell me when you unplug it, then wait for 1 minute while it is unplugged, after 1 minute has passed plug it back in then tell me when the camera is solid blue again then I will give you more directions to follow."]
["Customer: Agent \nCustomer: Redid the Subscription told me to do,, enabled, the cameras, and still have no working subscription\nHuman Agent: Let me look up your account to view the details of the sub, one moment.\nCustomer: Thank you\nHuman Agent: You have several cameras enabled to the plan and some that are not enabled, are you unable to view the playback on all the camera's or just some of them?\nCustomer: Only some of them \nHuman Agent: Okay whata re the named of the cameras you cant see the playback on?\nCustomer: Fence drive shop\nCustomer: Amandacamper\nHuman Agent: Currently on my end its showing both of those cameras are not enabled to the plan at all. Can you double check in the cloud section for me to see if they enabled, perhaps there was a mistake when you tried to enable them before. \nCustomer: If I leave the screen, I lose you then I have to start all over again with somebody else\nCustomer: And what is there to screw up you push enable I push subscribe you took my money\nHuman Agent: No you wont lose me as long as you dont check in at 5 minutes. 5 minutes of no resposne times out the chat.\nHuman Agent: It can be easy to misclick at times so perhaps thats why? I dont know how the mistake was made but they are not enabled on my end. You would go to the subscription area, click edit or view details next to the subscriptions then select all the cameras you wish to enable and tap on enable, if it is successful it will show the cameras as enabled on the list, jsut elt me know when you try it again if you see that then I will check if they are enabled again."]
["Customer: Live support \nCustomer: Hi. So I added my new cam & it’s asking me for a free trial? I never had to pay anything for the last one & when I bought this one it didn’t say I had to pay. The old one recorded a little clip. Do I really have to pay a monthly fee?\nHuman Agent: Without a subscription, you have access to the Basic Plan. The Basic Plan allows you to view live video and the motion alerts when the camera detects motion.\nCustomer: K great…i like the basic then lol tx. I hit the free trial because it didn’t give me an option not to try it but hopefully when i expires I can see if I need the trial or stick to the basic. Tx! Love ur cams!\nHuman Agent: You can just back out instead of starting a free trial. You did not start the free trial on the new camera, but you started it on your Pivot camera.\nCustomer: I don’t recall continuing though so how do I back out?\nCustomer: The pivot is disconnected \nHuman Agent: The Pivot is offline, I was just informing you that you had started the trial on the Pivot camera, not the Mini Pro camera.\nCustomer: Oh ok so I can’t even back out if it’s offline so guess that’s fine then right?\nHuman Agent: When I was talking about backing out of the free trial screen, that was just when it was asking you to start a free trial. If you are past that already you can just ignore that. That does not matter.\nCustomer: Lol k tx\nHuman Agent: You're welcome."]
["Customer: Hello my cameras are not showing play back recording only live stream or recordings can you do a troubleshooting again\nCustomer: I have gone on all the sets it was doing fine till about 6:30 pm\nCustomer: All Camara are power on I just said it was til 6:30 pm \nCustomer: My camera are power on \nCustomer: Not at all\nCustomer: I lll to to to a live person or email me back so I can send you a picture of the problem \nHuman Agent: Which camera are you having trouble with? And what date are you having trouble with the playback?\nCustomer: As of today and both \nHuman Agent: What do you see when you tap on Playback for the cameras?\nHuman Agent: I want to let you know that the Live Chat support will close in 9 minutes. If we run out of time, then I will send you an invitation to schedule a callback appointment.\nCustomer: As I have been texting it started today with no play recordings or recordings just live streams or live recording \nHuman Agent: So what does it show on the app for today when you tap on Playback? Can you tap on Playback for one of the cameras?\nCustomer: D/static_file/276eb18e98_1_20241219175407.jpg\nCustomer: D/static_file/6de4ed6494_1_20241219175420.jpg\nHuman Agent: What time is it for you right now?\nCustomer: It's there on each picture:658\nHuman Agent: That is the time you are trying to view. But that may be in the future depending on your time zone.\nHuman Agent: That is why I asked what time it is for you currently.\nHuman Agent: Like right now it is 5:56 PM CST.\nCustomer: There was no problem yesterday and I've never had this problem before \nHuman Agent: It looks like you moved the timeline to a point in the future, so there would not be footage of 6:58 if it is not 6:58 yet.\nCustomer: I text about the problem at 6:51 today \nHuman Agent: What time zone are you in?\nCustomer: I have not gone into my settings to change anything \nHuman Agent: That is fine. I am just trying to establish what time it is for you. Not the time on the recording. But what time it is where you are.\nCustomer: 6:59 pm\nHuman Agent: Because you sent the screenshot of your playback at 5:54 CST, which would be 6:54 EST. The time on the playback is at 6:58, which there would not be any footage since it was not 6:58 yet.\nHuman Agent: The Live Chat support is closing for the evening. \nHuman Agent: The Live Chat support is closing for the evening. You can tap on Schedule Call to make a callback appointment if you would like."]
["Customer: It is not working.I am about ready to f****** scream.I've been sitting at this thing 4 3 hours now\nCustomer: I never.\nHad this much problem with my other one\nCustomer: 1\nCustomer: It's not.\nHooking up how specific can I be\nCustomer: Then how come I can look up my living room one and not my driveway 1, but I had to get rid of because if it's not gonna work.I only want 1 to pay for not two\nCustomer: 1 is fine please until further notice \nCustomer: 1\nCustomer: I'm not paying  10 dollars on 2 I'll pay the 5 for the one\nCustomer: Yes please tha k u\nHuman Agent: Hello, my name is Grant. You can subscribe for just one device on your account to decrease the number of devices. You can also cancel the subscription if you want. The subscription is managed through your Google account, so you will want to cancel through your Google account."]
["Customer: Live chat please\nCustomer: Where is that button located\nCustomer: Agent button\nHuman Agent: How can I assist you?\nCustomer: I pay for 6 cameras but I’m only operating 3. I have two new ones I can’t seem to connect to cloud. There’s also I would like to disable they rusted and fell apart\nHuman Agent: Let me take a look at the devices.\nCustomer: I want to erase smart device and driveway \nHuman Agent: You will want to change which cameras you have enabled on your subscription in the app.\nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “Enable” at the bottom.\nHuman Agent: You can delete the cameras from the account after you have disabled the cloud plan on them. Tap on Live for the camera and tap on the Gear icon in the top right corner. Tap on the three dots in the top right corner of the Device Settings screen. At the bottom it will say \"Delete Device\" or \"Remove Device\".\nCustomer: Tried that yesterday and it didn’t work. Trying to add driveway north and south\nHuman Agent: You may have had issues editing the enabled devices because you had removed a camera from your account without disabling the subscription on it. I cleared the subscription from that camera. Please try editing the enabled devices in your app."]
["Customer: I’m being over charged\nCustomer: How do I contact an agent\nCustomer: Agent\nCustomer: Hi I’m being over charged \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\n\n\nCustomer: Kylie I’m being over charged\nHuman Agent: Okay, let me look up your account and see how you subscribed, one moment. \nCustomer: Hello \nCustomer: Thank you\nHuman Agent: It looks like your subscription is going through Google for the processor, on my end it shows that you have two cameras who are subscribed going through that way, how much was the charge for that you saw?\nCustomer: $199.99 for 2 cMeras year. I chose the $49.99 per camera plan for a year\nHuman Agent: On my end it shows the plan that they were subscribed to is the Yearly plan, the Yearly plan is 99.99 per camera. Are you able to check your apple account subscriptions to see if it shows Monthly or yearly to confirm that?\nCustomer: platinum is $99.99 a year. I chose premium which is $49.99 a year\nCustomer: I just checked my apple subscriptions and it says zmodo $49.99 renews may 14 2025\nCustomer: D/static_file/1ffda71d1f_1_20241107150712.jpg\nCustomer: I just sent you a picture\nHuman Agent:  this is showing that the Premium plan wont take effect until May 14th of 2025 which is when the yearly plan would be adjusted, you already subscribed to the yearly plan and appear to have tried to change the plan, however that change wont take effect until the previous plans time ends. \nCustomer: Yes\nCustomer: Ok thank you\nHuman Agent: Thank you as well, have a great day"]
["Human Agent: Representative \nHuman Agent: How can I assist you?\nHuman Agent: Hi. I am not able to view yesterday's recording for some of my cameras. It keeps spinning/connecting when I try.\nHuman Agent: Which cameras are you having trouble with? And is it the Playback footage or is it Events?\nHuman Agent: Playback\nHuman Agent: My living room camera is my priority right now. One ofnoyr dogs threw up and I need to figure out which one.\nHuman Agent: Alright, it looks like you started a Free Trial on that camera yesterday evening. There would not be any footage recorded to the cloud from before that free trial was started. What time are you trying to view footage from?\nHuman Agent: I did that because I could not see the local playback"]
["Customer: Installed a new router now both my cameras I had to restart and I have them, but I’ve lost the cloud that’s on my dock camera this has happened before I would like to know why\nCustomer: Cameras are working as set up the cloud just disappears twice. I’ve had this happen and you had to correct it there.\nCustomer: It is only happens when I change the router or had a major power outage. It shows my cloud is on the dock camera, but it is not showing on the dock camera. I’ve done everything you guys suggest. Could somebody please look into it\nCustomer: I am reaching out to customer support now am I not?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. You were speakign with Mira shes an AI chatbot but im a real person, give me one moment to look up your account to view more details with the subsciption.\nHuman Agent: It looks like you only have one camera susbcibed through apple and you have 1 camera named Dock assigned to have that subsiption. \nCustomer: Correct but when I go to that camera live, it doesn’t show a time span\nHuman Agent: Is that on both cameras or which ones are you unable to see the live video on? \nCustomer: No, I have live video on both cameras, but on the dock camera, I would have a scale on the bottom that I can go forward and back on that does not show there that happened the last time I switched that camera they had to do some on your end\nCustomer: I know they had to access the account. It switched back to cloud service to the dock camera because it was changed. I’m not sure. I wish I could do it on my end.\nCustomer: I changed Internet service so I have a different router so I had to set up the two cameras to the new router after that I noticed the difference\nCustomer: Yes, I’m still here\nHuman Agent: I sent a message above, If your unable to see it I said \" Changing the internet would not cause the cloud service to change, on my end even though I am unable to see the footage it does show us when cameras are recording and the Dock camera shows it is recording properly . Are you able to perhaps try restarting your phone or close and reopen the app to see if that changed how its showing for you at all?\"\nCustomer: No, I restarted the phone and that’s not it. You know it’s it’s just a normal live picture but it does not give a timing. There’s no bottom scale that shows I can go to 1 o’clock 2 o’clock 3 o’clock. It’s exact same thing that happened last time.\nCustomer: It basically shows there’s no cloud service when I go to my cloud service it shows on the dock, but it doesn’t show any recording\nCustomer: When this happened last time, I had one camera that was flooded and I switched to another camera I had and that’s when the lady said it switched the Internet. This is the same camera I’ve had for the last year. I just had to re-link it to the router that’s all I did\nCustomer: Answer you’re telling me I’m not paying Zmodo for the cloud. It’s going to Apple. That’s why I would call to cancel the cloud.\nHuman Agent: Okay, can you take a screenshot of how it looks for you when you click playback for the camera?\nCustomer: I believe I found out it was operator error on my end if I go to events, then I see that screen so I’m sorry for taking so much time\nHuman Agent: Okay fantastic! that's great news. \nCustomer: Have a great day\nHuman Agent: It was no trouble at all, glad I was able to assist you. You too have a Have a wonderful day"]
["Customer: Agent \nCustomer: I subscribe to the cloud service and it still says please subscribe when I click on the playback. My subscription is enabled and I have seven cloud storage and I did this yesterday and I have no playback on any four of my devices.\nCustomer: How do I reach out to customer support?\nHuman Agent: We are currently unavailable for live chat support, but you can reach out to us via email support@zmodo.com. Our new hours of availability are:\n\n- Monday to Friday: 9am to 12pm and 1pm to 6 pm CST\n* Excluding Holidays\n\nYou may also contact the chat outside of our hours again to speak to our AI chatbot Mira who can assist with some troubleshooting. I've also sent a callback scheduling form where you can click the button in the chat in order to schedule a callback for a future date if you'd prefer.\n\nThank you for understanding."]
["Customer: Cancel subscription \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I've assisted with cancellation. Is there anything else I can help you with?"]
["Customer: Troubleshooting\nCustomer: I'm trying to find my cloud content from before I subscribed to the premium version today. \nCustomer: I had 24/7 cloud access prior on a trial\nCustomer: I have subscribed to the premium plan\nCustomer: I don't know what trial plan I was on but I had 24/7 cloud access with the trial and it appears that all of my cloud footage is unavailable now \nHuman Agent: Hello, my name is Grant. The cameras would only record continuously when there is an active subscription on the cameras. It looks like you started a Free Trial for the four cameras on your account today, so there would not be footage from before the cameras were subscribed.\nHuman Agent: If you had a 30 day free trial on the cameras previously, it looks like that would have been started on 12/9/2024. That free trial saves the footage of the last 7 days. So since it would have expired on 1/9/2025, there would not be any footage on the cloud as it has been more than 7 days.\nCustomer: Ohhhhh. Wow. I didn't realize it expired that long ago\nCustomer: But I had events from the past few days available on there\nCustomer: But nothing prior to the 20th for events show up even. \nHuman Agent: Without a subscription plan the cameras will still make motion events when the camera detects motion.\nCustomer: I wasn't aware the cameras didn't record during that time. I hadn't checked them in the past few weeks I guess\nCustomer: Thanks for explaining that\nHuman Agent: You're welcome.\nCustomer: Is there a way to retrieve my alerts before the 20th at all? \nHuman Agent: We do not have any footage that you do not have access to in your app. Since the camera was not subscribed, they would not be saved for more than 36 hours.\nCustomer: I'm not sure why they are available for the 2 days before I subscribed to my plan. \nCustomer: Thanks \nHuman Agent: You're welcome."]
["Customer: No cloud playback. Is your system down? I'm paying for a service that is unusable \nCustomer: -1\nCustomer: No cloud playback\nCustomer: -1\nCustomer: Your AI is not working either. \nCustomer: -1\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.  Which camera are you not able to playback?  What is the name or device ID on the camera?\nCustomer: Neither\nCustomer: Carport, OS 2, Sossina\nHuman Agent: ZMD33FTE3211169 Carport seems to be recording correctly.  Let me check the other 2 one moment\nCustomer: They are all recording \nHuman Agent: ZMD33I6E3221487 OS 2 is recording footage \nCustomer: You just can't playbavk\nHuman Agent: ZMD32KS44223128 Sossina's also seems to be recording correctly.  what issues are you having with playback?\nCustomer: I get the alert but when you click on it then it's just a spinning wheel \nHuman Agent: If you tap on the playback button from one of the cameras, then tap on the calendar icon in the lower right corner, tap on the date and scroll to the time you want to playback, can you playback this way?\nCustomer: They seem to be working now. But an hour ago when I urgently needed to playback the video to see who had walked by my car it wouldn't work. I tried all the ways you can playback but none of them worked. \nCustomer: I spoke too soon\nHuman Agent: Were you connected to wifi? or using your phone's data plan at that time?  maybe your phone didn't have a good wifi signal?\nCustomer: I have two phones and neither wifi or data was the issue.  Now when I select an event, it takes me to video but a minute past the alert. So I can't see the image that is shown on the alert\nHuman Agent: Do you have the same issue when you playback with the playback button?\nHuman Agent: you can scroll on the playback screen if it went a minute too fast.  you can scroll back .\nCustomer: Example: New Carport camera. Alert time is 10:13:41 am. Clear image of a trash truck but video starts at 10:15\nHuman Agent: okay can you scroll back though on the playback timeline to view the 10:13 time?\nCustomer: Yes but it took 4 attempts to get it to play. And like I said earlier it wouldn't play at all. If no alerts were coming in then I would agree that it's a wifi connection issue. But that was not the case today.\nHuman Agent: Okay.   You could try restarting your phone and uninstalling/reinstalling the app if you run into this issue again. \n\nAllow all permissions during the install if you reinstall the app\nCustomer: Thanks. I'm done"]
["Customer: Cloud subscription won't let me renew \nCustomer: My Cloud subscription has expired and in the account it can't be renewed \nCustomer: How do i connect with customer support?\nCustomer: Ok\nCustomer: Still there?\nHuman Agent: It looks like you have a current subscription for 2 devices. Are you trying to increase the number of subscribed devices? Or are you trying to keep two devices subscribed?\nCustomer: I moved and need to change one camera. 1 is active, the other won't let me renew. \nCustomer: D/static_file/54f6c975b1_1_20240927095649.jpg\nHuman Agent: That is because you already have a subscription for 2 devices. You would just want to edit the enabled devices. Tap on Cloud and scroll down to the active subscription. Tap on View Details and then tap on Edit. Then you can enable the subscription on a device on your account.\nCustomer: Let me try that\nCustomer: D/static_file/074c2075ea_1_20240927100143.jpg\nCustomer: This is the message I get\nCustomer: D/static_file/de9324ab7d_1_20240927100210.jpg\nCustomer: D/static_file/891e1ddc42_1_20240927100219.jpg\nCustomer: I want bedroom and front porch. Front porch is active. Bedroom won't let me subscribe \nHuman Agent: Did you tap on Subscribe? Or did you tap on View Detail for the Premium Plan for 2 devices?\nHuman Agent: Because that error message you got \"You're already subscribed to the same product!\" is what you would see when you tap on Subscribe and try to choose the same number of devices. That is not what you would want to do. \nHuman Agent: You will want to scroll down to the active subscription. Tap on View Details and then tap on Edit. Then you can enable the subscription on a device on your account."]
["Customer: My account is disconnected \nCustomer: I need customer service \nHuman Agent: How can I assist you?\nCustomer: It's double charging me. And it's inscribed \nHuman Agent: I see two subscribed devices on your account. It looks like you have a Google sub that you just increased to two devices. You can try to edit the enable devices if you want different cameras subscribed.\nHuman Agent: Tap on Cloud and scroll down to the active subscription. Tap on View Details and tap on Edit. You can change which cameras are enabled on the subscription.\nCustomer: It's doesn't let me \nCustomer: It's keep saying error \nCustomer: I only had two and some how one of them got disconnected \nHuman Agent: Can you send a screenshot of the error message that you get when you try to edit the subscription?\nHuman Agent: You can also check the status of the subscription in your Google account. You can try canceling it and then resubscribing. If you resubscribe to the same plan, it will not charge you again and would just turn the automatic renewal back on.\nCustomer: D/static_file/3c6313d065_1_20241025143931.jpg\nHuman Agent: That is not where you would go to edit the enabled devices on your subscription.\nCustomer: This one was already subscription why did it stop ? \nCustomer: D/static_file/8548b6766f_1_20241025144002.jpg\nCustomer: Then when I try to buy it again it's say that\nCustomer: And it's say 2 deceives are there it's 9.99 \nCustomer: But I never purchased for flaco camera \nHuman Agent: Tap on Cloud and scroll down to the active subscription. Tap on View Details and tap on Edit. You can change which cameras are enabled on the subscription.\nCustomer: D/static_file/1da1880882_1_20241025144239.jpg\nCustomer: I did it doesn't work\nHuman Agent: What happens when you tap on Edit on that screen?\nCustomer: I enable  and nothing come up\nHuman Agent: Are you able to unselect the \"flaco\" camera and select the camera you want enabled and then tap on Enable?\nCustomer: Yes and it doesn't work it actually took off the other camera that was connect \nHuman Agent: The \"flaco\" camera is still showing as subscribed. That is why I am asking if you can edit it here. It looks like it may have removed it from the other camera when you upgraded your subscription to two devices. What do you see when you tap on Edit?\nCustomer: D/static_file/f022078a66_1_20241025144853.jpg\nCustomer: D/static_file/8d80da4058_1_20241025144855.jpg\nCustomer: D/static_file/07c534d1ed_1_20241025144858.jpg\nHuman Agent: That is good. It looks like you were able to edit the enabled devices.\nCustomer: It doesn't work \nHuman Agent: What does not work? You changed which cameras are subscribed. So now the \"skylene\" and \"Emily\" cameras will start recording after you changed the enabled devices.\nCustomer: No i wanted emily , sky and mateo\nCustomer: D/static_file/23c4518ca0_1_20241025145201.jpg\nHuman Agent: The camera named \"mateo\" is already subscribed under a different subscription.\nCustomer: Emily camera is recording and mateo \nCustomer: Skylene camera isn't recording \nHuman Agent: It is subscribed, but there would not be any footage from before you edited the enabled devices on the camera. It often takes about 10 minutes to start showing recorded footage, but sometimes can take up to 60 minutes to record a backlog of footage before it starts showing the playback.\nCustomer: Ok"]
["Customer: My cloud service is paid through july 2025. The camera on it died. How do I replace it with my other camera. \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. \n\nHuman Agent: I can remove the remaining service time from the old camera and cancel it's subscription so it doesn't renew, then add the remaining service time to your new one. Is that alright?"]
["Customer: I have a subscription and I can't play back because I keep getting that I don't have a subscription message.\nCustomer: What is customer support number please?\nCustomer: I have a subscription and when I try to play back I keep getting I don't have a subscription message \nHuman Agent: It looks like you had a subscription for 1 device on the account, but it was canceled and expired on 7/29/2024.\nCustomer: D/static_file/d5c3f0f658_1_20241001172226.jpg\nCustomer: No I signed up earlier today.\nHuman Agent: That looks like it says \"Closed\" at the top and I am not seeing any charges on this account. Did you subscribe through your Android device?\nCustomer: D/static_file/2968cff5f0_1_20241001172522.jpg\nCustomer: Okay thanks \nHuman Agent: Did you subscribe through the mobile app on your Android device?"]
["Customer: Hello. I removed and unsubscribed the 4 cameras under Gary house, and I want to make sure I will no longer be billed for the cold service.\nCustomer: How do I contact a live chat agent?\nCustomer: 1\nHuman Agent: Hi my name is Wendy\nHuman Agent: Are you wanting to cancel all your active cloud plans connected to this email? deep2seeme@gmail.com"]
["Customer: I am having difficulty canceling my subscription.  When I open the application I don't see \"cloud\"tab at the bottom of the screen. Therefore I don't seemed it details \"\n\nPlease help!\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It appears you're subscribed via Google so you would need to cancel from your Google subscriptions. \nHuman Agent: Here is a link with more information on how you can do this. https://support.google.com/googleplay/answer/7018481\nCustomer: Can you please verify that my subscription is canceled?\nHuman Agent: No, it appears you have not yet cancelled via Google. Please follow the instructions in the link I sent in my previous message. \nCustomer: I looked but didn't see it listed. Only one I saw was my Google subscription. \nHuman Agent: Did you or another user of your account possible subscribe via a different Google account?\nCustomer: I thought I subscribed directly from Zmodo but apparently not \nHuman Agent: All subscriptions on Android devices where the app was downloaded from the Google Play Store are required to do payment through Google. You would have started the process in the app which would then auto-direct to Google for checkout. If you're not seeing your subscription, it may be best to contact Google. The last transaction number was GPA.3308-2138-3069-62461..2. \nCustomer: Thanks very much for your help-I  appreciate it. \nHuman Agent: No problem. Have a good evening."]
["Customer: i paid for cloud until next year\nCustomer: it says no plan buyt i paid google until may 2025\nCustomer: i paid for cloud service\nCustomer: phone number\nCustomer: agent\nCustomer: i paid google for your cloud service until May 8th 2025\nCustomer: i had an incident and i go to the camera and nothing was recorded\nHuman Agent: Yes, you had the subscription active on two cameras and those cameras you removed from your account. You will need to edit the enabled devices to change which cameras are recording. Tap on Cloud and scroll down to the active subscription. Tap on View Details and tap on Edit. Then you can select which cameras you want enabled on the subscription.\nCustomer: i says i have no subscription\nCustomer: i never deleted the cameras\nCustomer: when i needed the service it was not there, i want my money back\nHuman Agent: Yes, it would have said that before because the two cameras you removed from your account were still subscribed on that plan. I cleared the subscription from those cameras, so you will want to try it again.\nCustomer: there was an incident yesterday and I need the footage\nHuman Agent: The subscription was provided, you had just removed the cameras from your account that you had subscribed. The subscription would need to be moved to other cameras for them to record.\nHuman Agent: You can edit the enabled devices now that I have cleared the subscription from the cameras that you removed from your account. The cameras that you enable will start recording when you do that. There will not be cloud recording from before you enable the subscription on the cameras.\nHuman Agent: The subscription is managed through your Google account, so if you want a refund, then you will need to contact Google support."]
["Customer: Trying to upgrade to continuous, but keeps telling me my request parameter is empty\nCustomer: Upgrade to continuous\nCustomer: Won’t let me upgrade\nCustomer: Upgrade to continuous\nCustomer: Agent\nCustomer: Ok\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. The clips plan and continuous plans are separate and currently you have no cameras that are not already assigned to a plan to put onto the continuous plan. If you would like to swap, I can unassign the current plan for you, but you would not receive a refund and would still have the clips plan available to assign to devices. Would you like me to do that for you?\nCustomer: When I searched earlier, it said that I would only be charged the prorated difference that I paid from the Clips plan to upgrade to the continuous. Is that not the case?\nCustomer: For*\nHuman Agent: No, that would be the case upgrading from one plan to another of the same type. For example clips 1 device to clips household, but you cannot upgrade in that way between the clips and continuous plans. \nCustomer: Well, I can’t really see the need to have the Clips plan still after upgrading to the continuous. And since the clips I have literally just renewed for the year not long ago I’m probably better off just waiting it out and switching in a year when it’s ready to renew again. Unless there are some kind of promo codes or something that can offset the difference.  \nCustomer: Basically, we want all of our cameras on the continuous plan, but not if the money that we just paid on the Clips plan is just gonna be wasted since we won’t use it any longer. \nHuman Agent: No, unfortunately there is nothing of that nature. I would personally agree that cancelling and then waiting until your service time is up would be the most cost effective. \nCustomer: Ok thank you. And to confirm if I cancel now my service will still work up until the date I pre paid for. And then I can switch to continuous?\nHuman Agent: Correct, cancellation wills stop future renewals, but you'll still have the service you paid for. \nCustomer: Ok\nCustomer: Thank you \nHuman Agent: No problem. Is there anything else I can help you with for now?"]
["Customer: Troubleshooting\nCustomer: Agrnt\nCustomer: Agent\nCustomer: Agent\nCustomer: Hello how are you \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Hello I was trying to subscribe to my cloud but it’s not letting resubscribe or even change my plan it’s been like this for a while now is there a way to fix it \nHuman Agent: It looks like your subscription previously was going through apple for the processor. it shows the subscription failed to renew and canceled so you would start a new subscription from the cloud area, if it pops up with any errors take a screenshot of the specific error then send that to me to review."]
["Customer: How do you ad a payment method \nCustomer: Add a credit card \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Subscriptions go through either Google or Apple depending on the phone type you have so it would use the payment method you have set there. If you let me know your phone type I can send information specific to that platform."]
["Customer: How do I talk to a live person \nCustomer: I was misinformed about the different plans and would either like a refund or to put payment I made yesterday toward a different plan\nCustomer: Hello?\nCustomer: Mira\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The cloud service is non refundable. \nHuman Agent: If you desire a different plan you can cancel and resubscribe to a different plan at any time."]
["Customer: agent\nCustomer: ok\nHuman Agent: How can I assist you?\nCustomer: hi!  so I have a user account arlenemlopez@yahoo.com with 3 devices that have had the 7 day cloud coverage for the last year.\nCustomer: I received notice that the google pay auto payment was not working so I needed to update my method of payment in end of dec\nCustomer: I did that online.  I removed the google pay and added my credit card.  paid the $104.98 on 12/31/24 for my next year of cloud 7 day coverage on my same 3 devices\nCustomer: but I did not get the service reinstated.  it shows the payment was made in the billing history but the cloud window shows expired on 1/10/25.  Can you help sort this out on your side please\nHuman Agent: So, you started a new subscription through the web app instead of through your Android device. When the subscription that you started through your Google account expired after being canceled, it changed the subscription status of the cameras. I turned the subscription back on for the cameras.\nCustomer: awesome.  I appreciate it.  I did not want to use google pay ever.  I always use my card.  I just messed up\nCustomer: thank you very much.  can you make sure that my card is auto pay so next year I am solid>\nHuman Agent: You would just go to the web app at user.zmodo.com and log in to your account. You can see the subscription and payment information there. It will show you when it will renew.\nCustomer: okay perfect.  Thank you for your help.\nHuman Agent: You're welcome.\nCustomer: ok bye ;)\nHuman Agent: Have a good day."]
["Customer: I need help deactivating my premium account as it will not allow me to do so via the app or website\nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie, let me look up your account so I can see how you subscribed, did you make the account with an email or a phone number?"]
["Customer: trying to recover video from oct 18th\nCustomer: i have a premium plan which gives me access to videos for 30 days\nCustomer: when i go to retrieve videos from oct 18th the date is grayed out \nCustomer: so i am working with law enforcement currently on  a homicide\nCustomer: is there a way law enforcement can subpoena or write a warrant for footage on oct 18th\nCustomer: would the footage still be saved in the cloud even though the customer only has 7 days of cloud storage \nCustomer: what about beyond the 7 days...is that footage still saved \nCustomer: is there a customer service telephone number i can call to speak to a person\nCustomer: agent\nCustomer: thanks grant \nHuman Agent: The Premium Plan saves the last 7 days of footage, so there would not be footage from 10/18/2024 still saved to the cloud as it has been more than 7 days since that date.\nCustomer: Hi Grant, this is investigator Ben with the Sun Prairie PD .  Is footage passed the 7 days still saved even if the customer only pays for 7 days\nCustomer: Im wondering if i can subpoena it or write a warrant for oct 18th footage\nCustomer: I can start by sending a preservation letter if that is needed.  We are working a homicide and this footage is very important\nCustomer: if the customer updates to the platinum plan right now...can we then access oct 18th footage \nHuman Agent: No, the footage is only saved to the cloud for the last 7 days, so there would not be footage from 10/18/2024 saved to the cloud. We do not have access to any footage that is not available in the app. If you would like to contact our legal department, then you can contact them at legal@zmodo.com.\nHuman Agent: No, updating to the Platinum Plan would not give access to footage from 10/18/2024. There is no longer footage from 10/18/2024 saved to the cloud as it has been more than 7 days since that date.\nCustomer: ok thank you grant \nHuman Agent: You're welcome. Do you have any other questions?\nCustomer: real quick.  the customers plan says she gets 30 days cloud storage but when we go to the calendar to retrieve oct 18th footage the date is grayed out \nHuman Agent: The Premium Plan saves the last 7 days of footage. The plan on the account looks like it is the Premium Plan.\nCustomer: ok \nCustomer: thanks grant have a nice day \nHuman Agent: You're welcome. You have a good day, too."]
["Customer: How do I replace one camera with another one.  It is one of the cameras that I have a cloud subscription on.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. You can disable and enable cameras from a cloud plan from the cloud section. You would go to the cloud area in the mobile app, scroll down to where it shows the subscription, click view details or edit, then tap on the camera you wish to disable if its still on the account, then tap on the new camera you wish to enable and hit enable.\nHuman Agent: If you have any trouble with that jsut let me know and if you can take a screenshot of where you get stuck. If any errors pop up also take a screenshot of that as well for me."]
["Customer: Representative \nCustomer: I needed to reset my cameras after I got a new router. Now it’s asking me to purchase a plan for 24/7 recording when I’ve already purchased it.\nCustomer: ?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If you changed the router you would need to reconnect the camera by going through the setup again. \nCustomer: I already did. This is in regards to the plan I already paid for\nCustomer: I bought the plan for $29.99 for the year.  I need it activated \nHuman Agent: The camera will not be able to show you playback video of the time when it was offline, only once it  came online again or the time before that if its within the window of the plan. \nCustomer: It is online \nCustomer: Hello\nCustomer: ?\nCustomer: -1\nCustomer: Can I get a human\nHuman Agent: If you go to the cloud section does it show the current plan and which camera it is assigned to? perhaps when you set up the camera again it removed the cloud service from it, if that's the case you would need to enable it to the camera once again."]
["Customer: Why on my plan I have 4 cameras and only 3 of them are on the cloud storage. I already paid the $149.00 for the big plan\nCustomer: I paid $149.70 for the plan for all 4 of my cameras and it is only covering 3 of them\nCustomer: Can I have the number to customer support\nCustomer: Agent\nCustomer: Customer care agent\nHuman Agent: It looks like the current subscription is a subscription through your Google account for 2 devices. You can tap on Cloud and scroll down to see the active subscription.\nCustomer: I should have it for all 4\nHuman Agent: The susbcription your have is for 2 devices. If you want to subscribe additional devices, you can increase the number of devices on the Cloud tab of your app or start a separate subscription through the web app at user.zmodo.com."]
["Customer: Set up\nCustomer: Is the cloud storage price per camera?\nCustomer: -1\nCustomer: Representative \nCustomer: Is the cloud storage price per camera? Or per account?\nHuman Agent: The Cloud Plans are per device.\nCustomer: Ok thank you \nHuman Agent: You're welcome.\nCustomer: That makes it really expensive with 7 cameras \nHuman Agent: You can subscribe certain cameras if you do not want to subscribe all of the cameras."]
["Customer: Cancel my monthly subscription \nCustomer: -1\nCustomer: Need more detail\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\n\n\nCustomer: I want to talk to customer support to cancel my subscription \nCustomer: Yes\nCustomer: How do I cancel on my account?\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\n\nCustomer: Yes\nHuman Agent: Open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option.\nCustomer: Great thank you!\nHuman Agent: You're welcome, is there anything else we can help with today? \n\nCustomer: No thank you!"]
["Customer:  i need to cancel my subscription asap \nCustomer: need help canceling \nCustomer: agent \nCustomer: cancel my subscription asap\nHuman Agent: There is a Monthly Premium Plan for one device on your account. I have canceled the subscription and it will not renew again."]
["Customer: Hi help \nCustomer: Move subscription from broken camera (garage) to working camwra (back division) \nCustomer: Need more steps unable to unsubscribe broken camera (garage) \nCustomer: It advises there is a subscription I choose to delete it doesn’t give another option \nCustomer: You are customer support that is why I am contacting you …. \nHuman Agent: The subscription on the camera named \"Garage\" is not one that you can swap between cameras in the app. I cannot move the whole subscription, but what I can do is cancel the subscription on the \"Garage\" camera and move the remaining subscription time to another camera.\nCustomer: Are you there?\nHuman Agent: Yes, did you receive my previous message? I will send it again in case it did not go through.\nHuman Agent: The subscription on the camera named \"Garage\" is not one that you can swap between cameras in the app. I cannot move the whole subscription, but what I can do is cancel the subscription on the \"Garage\" camera and move the remaining subscription time to another camera.\nCustomer: Thank you.. the camera completely died on me no lights at all!! \nHuman Agent: Alright, so you would like me to move the subscription time? Or would you like to troubleshoot the camera that is offline?\nCustomer: If you have a method to get the camera back up and running I will take it otherwise I would like to move the subscription \nHuman Agent: You would need to troubleshoot the camera to see how it might be able to be brought back online. I can help give steps to troubleshoot it if you would like. Are you there with the camera right now?\nCustomer: Is there a way to get the camera back functional??\nHuman Agent: I do not know yet as we have not done any troubleshooting with the camera. Are you there with the camera right now?\nCustomer: Yes I am \nCustomer: Rifht here camwra plugged in no light though \nHuman Agent: Is the camera plugged in to an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: Directly into wall outlet \nHuman Agent: Can you cover the camera lens  to block any light getting to it and tell me if you see the infrared lights turn on?\nCustomer: The infra red lights won’t turn on \nHuman Agent: Then you can try using another working power adapter. The camera uses a 5V1A power adapter. If you have another working camera at that location, then you can try the adapter and cable from that camera as we know it is working.\nCustomer: Yep I definitely switched the adapter and it works on another camera … so the adapter is working \nCustomer: Think the overall camera is shot !!! Not sure how it was mounted inside a garage but it’s not working any longer \nHuman Agent: You would want to try plugging the camera in with another adapter. You would want to test the camera.\nCustomer: Yes I have tried several adapter always same result no lights on the camera \nCustomer: If you can switch the subscription that would be great \nCustomer: Are you able to confirm \nHuman Agent: I can cancel the subscription on the \"Garage\" camera and then move the remaining time to the \"Back Division\" camera. The camera will record until the subscription time expires. If you want it to continue recording at that time, then you would start a new subscription on the camera at that time.\nCustomer: Ok thank you \nHuman Agent: I have canceled the subscription and moved the remaining subscription time.\nCustomer: Thank you \nHuman Agent: You're welcome.\nCustomer: I have also been trying to add the front division camera back to my account but it just blinks green and blue…. Any suggestions on this one?? \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Yep it has been wiped away no longer there \nCustomer: Was listed as a camera on my account marked as front division though \nHuman Agent: There is not a camera on your account named \"Front Division\" currently. And if you deleted it from your account, then I cannot see the name of it.\nHuman Agent: Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?"]
["Customer: what is your customer service phone\nCustomer: agent\nCustomer: agent\nHuman Agent: There is not a phone number that you can call in to. How can I assist you?\nCustomer: I am not able renew my subscription\nHuman Agent: What is the email address or phone number for your account?\nCustomer: 6513540140\nHuman Agent: There is not an account with that phone number.\nCustomer: spmgholding@yahoo.com\nHuman Agent: It looks like you have a current subscription. The subscription is not set to renew until 12/6/2025.\nCustomer: I am getting error Same plan already existed\nCustomer: But I am not able to review past recording\nHuman Agent: Which camera are you not able to view the recorded footage for?\nCustomer: Device ID ZMD19G4IH413352\nCustomer: Device Name Avon Register \nHuman Agent: That camera is not subscribed. You would need to edit the enabled devices in your app to enable the subscription on it.\nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “Enable” at the bottom.\nCustomer: Okay can you confirm its enabled on your end\nCustomer: also\nHuman Agent: It looks like it shows as subscribed now. What do you see in your app?\nCustomer: Device ID ZMD13IBE2002669 is not connecting I tired resetting the deivce \nHuman Agent: Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: blue\nHuman Agent: Is the light flashing blue or solid blue?\nCustomer: solid\nHuman Agent: That means that it is connected to a Wi-Fi network. However, the Wi-Fi network is not giving the camera internet access. You can try resetting the camera with the pinhole reset on the back. You would press and hold until the light changes to a solid green (it usually takes 10-20 seconds).\nCustomer: I am trying a diiferent zmodo camera \nCustomer: ZP-IBH23-w\nCustomer: I have couple cameras that I am not able to connect after power cylce them\nCustomer: this one does not have reset option on camera\nHuman Agent: Could I have the Device ID of that camera?\nCustomer: ZMD19G1IHC26622\nHuman Agent: It looks like that camera is already online. You can add it to your account with a LAN Search in the app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: that worked thank you\nCustomer: So I should do the same for my other cameras that are not connecting.\nCustomer: At one point they were all connected\nHuman Agent: It would depend on why they are not connecting. It should work if they are connected to your Wi-Fi network but not your Zmodo account.\nCustomer: okay"]
["Customer: Customer service \nCustomer: Ok\nHuman Agent: How can I assist you?\nCustomer: I am not understanding the billing how many subscribers do I have I canceled the continuous recording for 2 and it still says I have a clip plan? And what’s the cheapest plans with 24/7 recording because I am seeing 4.99 for 6 or 7 days and 9.99 for 30 or 60 days I wish there was 1 app because 2 app can get confusing\nHuman Agent: You can use just one app, you do not need to use two different apps for your cameras. The price of the subscriptions would depend on how many cameras you subscribe. The Zmodo app offers the Premium Plan which is $4.99 per month per device or $49.99 per year per device.\nCustomer: Do you get 24/7 recording for the 4.99?\nCustomer: Just less days it’s kept?\nHuman Agent: Yes, the Premium Plan records continuously and saves the video for 7 days.\nCustomer: Ok so is the Daniel’s safe still on a subscription? Like clips or just the continuous plan?\nHuman Agent: That camera is on a Continuous Plan and saves the footage for 60 days.\nCustomer: D/static_file/50084ba153_1_20241104170607.png\nCustomer: D/static_file/9b7f3b70da_1_20241104170615.png\nCustomer: When I canceled the outside camera it says canceled but the Daniel’s safe says clips is there still another subscription I need to cancel? I want all 3 billed at the same time\nHuman Agent: The cameras are on the same subscription. The subscription has been canceled, but you would want to wait until the current subscription expires before you start a new subscription on the cameras.\nCustomer: Ok so the Daniel’s safe is not on another  subscription right?\nHuman Agent: It is on the same subscription as the camera named \"Outside\".\nCustomer: Ok why does it show something different I just don’t want to spend extra money if I don’t have to\nHuman Agent: There could be a few reasons. Especially if you have been subscribing the cameras multiple times through different apps or different accounts.\nCustomer: Yes\nCustomer: Last question is are we sure that Daniel’s safe is just on the 1 subscription plan don’t want to pay for 2 subscription if I don’t have to"]
["Customer: Español?\nCustomer: Agente\nCustomer: D/static_file/d229a5433e_1_20250219143535.png\nCustomer: I cant suscribe cloud for one camara\nCustomer: It says that and wont let me suscribe \nHuman Agent: That is because you already have a subscription for one camera. Do you want to have 2 total cameras subscribed?\nCustomer: Before the plan was for both, but afterwards I suscribe for 1 and days later try for the other one and that is happening since\nCustomer: Yes, i want 2\nCustomer: The 2 of the picture\nHuman Agent: If you want two devices subscribed, then you need to select both cameras you want subscribed. Apple only allows one subscription on your account. So you will select both cameras and subscribe. It will cancel the old subscription and start a new subscription for both devices. Apple will process a prorated refund for the remaining time on the original subscription.\nCustomer: Ok. I’ll try that and see then. Thxs\nHuman Agent: You're welcome."]
["Customer: What cloud options are available for\nCustomer: cloud options\nCustomer: cloud\nCustomer: agent\nCustomer: hello grant. i wanting to see what other options are for cloud or service. 50 bucks a month for one device for a year seems kinda steep\nCustomer: i meant to say 50 bucks a year\nHuman Agent: There are the Premium and Platinum Plans. You can see both of those options in the Cloud tab of the app.\nHuman Agent: The Premium Plan at $49.99 per year is the cheaper of the two available plans.\nCustomer: i remeber seeing a plan up to 6 units for 49.99\nHuman Agent: You may have seen a promotional price on the Cloud plans. We do have sales throughout the year on the Cloud Plans.\nCustomer: okay its prolly what i saw at the moment didn't take advantage of it. do you know when that option is available again per change\nHuman Agent: Unfortunately, I do not know when the next promotion will be. There are several throughout the year. Most typically they are run around different holidays. You can also keep an eye out in your app and your email for information when there is a promotion available.\nCustomer: ok thanks. other question is if i get door sensors will my greet doorbell able to use em\nCustomer: description said greet pro or beam\nHuman Agent: You doorbell is not the Greet Pro. The doorbell on your account is the Greet 1.5, so it would not work with those door sensors.\nCustomer: so i would have to get the greet pro\nHuman Agent: Yes, those would only work with the Greet Pro. Unfortunately, we do not have any for sale currently. You can try looking at Amazon, eBay, etc. to see if there are any available.\nCustomer: k sounds good is better then the greet 1.5\nHuman Agent: Do you have any other questions?\nCustomer: no just wanting to know if its better then the current one i have\nHuman Agent: It will be 1080p and your current Greet is 720p, so it will be a higher resolution.\nCustomer: k sounds good thanks. the hd version would the door sensors work with that or just the pro\nHuman Agent: It would be the Greet Pro.\nCustomer: k sounds good thanks a bunch \nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: Question \nCustomer: Agent \nHuman Agent: How can I assist you?\nCustomer: Hello I wanted to see how can I get video from 11/24\nHuman Agent: It looks like your subscription plan saves the clips from the last 60 days. Unfortunately, 11/24/2024 would be more than 60 days ago, so there would not be any footage still from that date."]
["Customer: I’m paying $9.99 a month for cloud services and I have no data in my plan\nCustomer: Agent \nCustomer: Agent \nCustomer: K thank you \nCustomer: My main concern is that I have no data that I can see on the front door cam for which I pay 999 subscription to for months now and I don’t think it’s ever been working\nCustomer: D/static_file/b2da346175_1_20241108092312.png\nHuman Agent: Hello, you've reached customer care, my name is Kylie. When you click live on the camera are you able to see everything clearly?\nCustomer: Yes\nCustomer: I just had to reset a couple of camera cameras and doing an update this morning\nHuman Agent: What happens when you click playback?\nCustomer: It says there is no playback\nHuman Agent: Okay, there may be an update for the camera, cameras that are not updated can have trouble with recording. Can you go into the settings for the Front Door camera and try tapping on the device version and let me know if it asks you to update\nCustomer: K \nCustomer: Will  I lose you on here\nHuman Agent: no you can come back\nCustomer: K\nCustomer: D/static_file/37daf645e1_1_20241108092746.png\nHuman Agent: Tap on device version\nHuman Agent: and let me know if it asks you to update or not\n\nCustomer: K\nCustomer: It does nothing \nCustomer: D/static_file/8734362ec5_1_20241108093036.jpg\nCustomer: I’m sorry that was for someone else \nCustomer: We are adopting this little crazy dog who’s supposed to be nondestructive🤣🤣🤣\nHuman Agent: Okay, lets try doing a hard reboot for the device, can you unplug the camera, and leave it unplugged, I will make sure the camera totally drops offline then I will tell you when to plug it back in. \nCustomer: It’s mounted by my front door. There’s not really any unplugging it. It’s hardwired.\nCustomer: So how do we reset it?\nCustomer: Never mind, I see on the device or it says reset device\nHuman Agent: Okay, You can take the face off of the doorbell and press the doorbell button to drain it of power. There should be a security screw on the left side or two on the bottom holding it in place, once removed it will allow you to slide the face of it up. We are not trying to reset the camera, only force it to reboot. \nHuman Agent: NO\n\nHuman Agent: dont do a reset, we are only trying to reboot the camera\nCustomer: Shit, I’m sorry. I just hit reset.\nCustomer: How bad that I screw things up\nCustomer: It did ask me if I wanted to cancel my subscription and I press no\nHuman Agent: Okay, we will need to reboot the camera still and also you will have to set it back up again. You don't have to delete the camera to set it back up, but you would set it up like is a new camera \nCustomer: I just lost all the recordings that there was and he didn’t I\nCustomer: K did I lose all the recordings\nCustomer: I will start the addition of the new camera ie front door\nHuman Agent: When you clicked playback you said it was not showing any recordings, If it was doing that then it was not taking any recordings, \nCustomer: And I will come back to you once that is done\nCustomer: So can I get a refund on the at least the last couple of months that I’ve had it because it hasn’t been recording for a while I guess\nHuman Agent: Okay, I recommend rebooting the camera first before you attempt the setup again. \nCustomer: It won’t let me reboot it and it just flashes green. It will not see the QR code.\nHuman Agent: we are not in charge of the processing and are unable to give you a refund, the processor for your subscription is apple, it is also in our policy that the cloud service is a non refundable service.\nCustomer: K but can you help me get my camera working again because it’s just flashing green\nCustomer: D/static_file/95d9a203bc_1_20241108094102.jpg\nHuman Agent: you have to drain the front part of the doorbell of power for it to reboot, you can try taking the face off of the doorbell and pressing the doorbell button until it drains of power, or you can also try shutting off the breaker for the doorbell and pressing the doorbell button to drain it of power then flip the breaker back on again. \nCustomer: I took the camera off and the front of it just crumbled\nCustomer: Battery is dead and it only lasted like two minutes not a very good battery I guess\nCustomer: Is there a better camera than this for the front door?\nHuman Agent: Battery's can age overtime, when you press the doorbell button it quickly can drain it of power. We have not created a new doorbell model, the Dink doorbell is the latest one we have created from the doorbell line of cameras. \nHuman Agent: You can now put the doorbell back on the base, once it boots up and begins to flash green you cna attempt the setup again.\n\nCustomer: It’s still just flashes green. It won’t see it. It timed out on me. Should I delete it and then try and put it back on?\nCustomer: You know, like delete device and the settings for it\nHuman Agent: It looks like for this doorbell its primary setup is a setup called Zink and not the QR code setup, can you try that setup isntead of the QR code one for me. \nCustomer: K\nHuman Agent: Deleting it wont do anything to help the setup process, I would not delete the camera from your account."]
["Customer: hello i am looking to buy 10 cameras and saw you you had a sale and i missed it yesterday can you adjust that so i can place the order now. \nCustomer: do you have a phone number\nCustomer: agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If you missed the sale and the sale has ended then there is not a way to give you the discount retroactively afterwards. You can keep an eye out for future discounts for our products for other discounts in the future though."]
["Customer: Hello I subscribed to 1 of your plans whats the difference in a clip plan and a cloud plan \nCustomer: How can I upgrade my plan to see more footage i picked the wrong plan when u subscribed I thought that what I choosed\nCustomer: So I would have to upgrade to a new plan and pay the full price \nCustomer: What kind of plan would I need  or what is it called i think now I have. a clip plan and how much is the plan im looking for \nCustomer: Agent\nCustomer: I clicked on the cloud plan it did not give me a price \nCustomer: Can u get a agent please \nCustomer: Ok thanks \nCustomer: U still there \nCustomer: 1\nCustomer: Hello\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  the clips plan is beign trialed and not released to everyone on zmodo.\nHuman Agent: Do you have the option to subscribe to the clips plan if you go to the cloud section? it will list the price and details from there for this plan. \nCustomer: what plan did I subscribed  to\nCustomer: Yes i paid $49.99 \nCustomer: But I have no other option fot anything else \nHuman Agent: If you do not see the clips plan from the cloud section that means the trial is not available for you, we only gave the Beda trial for a few users. You would not be able to subscribe to that plan until its fully released."]
["Customer: I had an incident and made police report \nI need a clear quality video from the front camera on 2/8/25 from 6:38pm to 6:45pm\nCustomer: I need a better quality or clearer image of the video like HD\nCustomer: I had an incident and made police report \nI need a clear quality video from the front camera on 2/8/25 from 6:38pm to 6:45pm\nCustomer: Can you email me that footage in HD quality for police dept \nCustomer: Hello \nCustomer: Anyone there \nCustomer: It can actually be for 2/8\nFrom 6:38pm-6:43pm\nHuman Agent: We do not have any footage that you do not have access to in your app. The quality of the image that is recorded would be the highest quality from the camera. \nCustomer: Well it’s crapola \nI may consider switching to diff company \nThx for nothing \nHuman Agent: You can try logging in to the web app at user.zmodo.com to see if that quality is any different.\nHuman Agent: I am sorry that the answer is not sufficient for you, but unfortunately, we would not have any video that you do not have access to. Do you have any other questions?"]
["Customer: I just paid for subscription and I thought the plan I paid for had 24 hr and play back. However it's telling me I don't.  Can you please confirm?\nCustomer: Then I want my money back because due to the premium plan, it stated that it has a 7 day cloud storage with playback and 24hr recording \nCustomer: That's why I'm contacting customer support now\nCustomer: Hello?\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  Are you currently with the camera right now theres some troubleshooting we can do but you would need to be with the camera to resolve this cloud issue you are experiencing."]
["Customer: I have no cloud storage.  Your app states my subscription was paid 1/9/2024.  The app also states I have no subscription.  \nCustomer: How do I renew my subscription?\nCustomer: I did go to the cloud tad.  It states I have a subscription.  \nCustomer: Is there a real person who can assist me?\nHuman Agent: It looks like the camera is recording. Can you tap on Playback for the camera in your app and tell me what you see there?\nCustomer: There are 6 recordings.  5 for Oct 2 and 1 for Oct 3\nHuman Agent: Are you talking about the Alerts? It should be recording continuously. Are you getting continuous playback that you can scroll through?\nCustomer: Yes on alerts\nHuman Agent: Alerts are different from the continuous recording from the cloud. The alerts are just the motion detection alerts that the camera makes when it detects motion. The Premium Plan records continuously and you can scroll through the timeline in the Playback menu.\nCustomer: On the app, when I select the cloud, it states 2 things.  1) I have no subscription.  2). The door bell is subscribed and will be renewed 1/9/2025.  \nMy cc statement shows no charges to your company on 1/9/2024.  \nSo I’m trying to renew the subscription, but it will not allow me to, because the app thinks the subscription is active.\nHuman Agent: The subscription is active. You subscribed through the web app. When you tap on Playback for the camera, it shows the recorded footage. There is a timeline at the top, right below the video and above the Alerts. You can scroll through that timeline to see different times on the continuously recorded footage.\nHuman Agent: You can check the payment information in the web app at user.zmodo.com to see what payment information you used for the subscription.\nCustomer: Thanks \nCustomer: Still here\nHuman Agent: Were you able to sign in to check the payment information? \nCustomer: Yes!  I even updated it.  I’ m using pay pal.  \n\nHow do I cancel the subscription so I can renew it?\nHuman Agent:  On the web app under the cloud section, you should see the doorbell listed as subscribed. \nHuman Agent: If you select the doorbell you should see an option to unsubscribe\nCustomer: Still here, looking for doorbell to inscribe \nHuman Agent: Okay did you see the instructions above? \nCustomer: Yes still looking \nCustomer: Is in home, event, cloud or account?\nHuman Agent: Cloud \nCustomer: When I select cloud, then doorbell.  It only shows the cloud features.  No options\nHuman Agent: Can you take picture of the site, you see? \nCustomer: Did you get the picture \nHuman Agent: No can you resend it please?\nCustomer: D/static_file/ba1bbc362d_1_20241004124207.jpg\nCustomer: D/static_file/341449b8af_1_20241004124302.jpg\nHuman Agent: If you scroll down or zoom out  the unsubscribe button should be at the bottom. \nCustomer: I’ll play with it.  Thanks for your help.  Good bye\nHuman Agent: I hope you have a great day!"]
["Customer: I want to cancel my account\nCustomer: Agent\nHuman Agent: Are you trying to cancel the subscription on your account?\nCustomer: Yes.\nHuman Agent: Alright, it looks like there are two subscriptions on your account. There is a Yearly Premium Plan for two devices that I can cancel. \nHuman Agent: There is also a Yearly Premium Plan for three devices through your Apple account. I'm unable to cancel that subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: I do not\nHuman Agent: If you do not have access to an iOS device currently you can follow this guide on how to cancel your subscription via Apple. https://support.apple.com/en-us/HT202039\nHuman Agent: I have canceled the first subscription that I am able to cancel from our system. That subscription will not renew again.\nCustomer: Thank you .  Please cancel the Yearly plan on your end.  I will handle the Apple Plan\nHuman Agent: You're welcome."]
["Customer: How do I change my plan?\nCustomer: It won’t let me \nCustomer: It will not let me change my plan \nCustomer: I am trying to change my plan and it will not let me change it. \nCustomer: I want to change my service plan \nCustomer: -1\nCustomer: I want to change my service plan. \nCustomer: -1\nCustomer: That doesn’t work. \nCustomer: Can I call someone? \nCustomer: What is the number that u can call and talk to a real person?\nHuman Agent: Alright, it looks like your cameras are already subscribed to the Clips Plan, which is why it will not let you change. Are you trying to change to the Continuous Plan?"]
["Customer: Agent\nHuman Agent: How can I assist you?\nCustomer: Need help with subscription\nHuman Agent: Alright, how can I assist you with your subscription?\nCustomer: I purchase supscription and i can activate my devices\nCustomer: The email on file is.  Kanimental10@hotmail.com\nHuman Agent: Okay, so if it was not letting you edit the subscription in your app, then you can cancel it in your Apple account. Then go back to the Zmodo app and tap on Subscribe and select the cameras you want subscribed. If you subscribe to the same subscription and use the same Apple account, it will reactivate the subscription on the devices and will not charge again.\nHuman Agent: To cancel your subscription open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option.\nHuman Agent: Then you can go back to the Zmodo app and tap on Cloud and resubscribe the cameras. As I mentioned, when you subscribe to the same plan on the same Apple account, it will just reactivate the subscription and will not charge you again."]
["Customer: Cancel prescription\nCustomer: Agent\nHuman Agent: Let me take a look at your account.\nCustomer: Zmd 241 k h 9 0 0 5 3 3\nCustomer: Need to cancel this camera it does not work anymore\nCustomer: Unless you can just transfer it to another existing camera I have\nCustomer: zmdw41kh9000533\nCustomer: ?\nHuman Agent: I can cancel the subscription on that camera so that it does not renew again. Then I can move the remaining subscription time to another camera. Which camera would you like me to add the remaining subscription time to?\nCustomer: If you can just keep the prescription and it doesn't matter what camera\nHuman Agent: I cannot keep the same subscription as it is tied to the camera. I can cancel the subscription and move the remaining subscription time to another camera if you would like.\nCustomer: Okay that's fine again it doesn't matter what camera you move it to\nHuman Agent: I would need you to tell me which camera on your account you want the remaining subscription time moved to.\nCustomer: I don't have numbers I just have nickname for the cameras side is the nickname if you can't find that one just cancel the prescription I don't need it\nHuman Agent: I can move the subscription time to that camera.\nHuman Agent: Alright, I have canceled the subscription and moved the remaining subscription time to the camera named \"side\".\nCustomer: The one that ends in 277\nCustomer: 2777\nHuman Agent: Yes, I have canceled the subscription and moved the remaining subscription time to the camera named \"side\". Do you have any other questions?\nHuman Agent: I want to let you know that the Live Chat support will close in 10 minutes. Please let me know if you have any other questions. If we run out of time, then I will send you an invitation to schedule a callback appointment."]
["Customer: Al notifications not working ?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What sort of issues are you having with the AI notifications?\nCustomer: They are grey out. So I’m not even able to access my al notifications and I’m paying for the subscription that includes it\nCustomer: Are you able to help me with this ?\nHuman Agent:  Can you please try uninstalling and then reinstalling the app first to see if that makes any difference there? The chat will remain active for 7 minutes from the time of the last message. \nCustomer: Ok\nHuman Agent: Thanks. \nCustomer: That did not work\nCustomer: D/static_file/e27160700a_1_20241213170136.png\nCustomer: I already pay for the subscription \nHuman Agent: Is it also greyed out in your system settings? By going to your account section of the app, then system settings, then notification management?\nCustomer: D/static_file/cded20d6dc_1_20241213170538.png\nCustomer: D/static_file/0164de593b_1_20241213170550.png\nHuman Agent: Okay, I'm going to try unassigning your device, please go to your cloud section, hit view details on your plan, then edit next to enabled devices and turn it back on. \nCustomer: D/static_file/07eae0fca7_1_20241213170739.png\nCustomer: Now I keep getting an error\nHuman Agent: It looks like you chose to subscribe rather than the view details page. \nCustomer: I clicked view details than edit. Than clicked on my camera and it won’t do anything else\nHuman Agent: You're getting that page that says congrats when you hit edit next to enabled devices?\nCustomer: Nope. \nCustomer: D/static_file/6faacc1133_1_20241213171042.png\nCustomer: D/static_file/8006fa96c0_1_20241213171049.png\nCustomer: D/static_file/2dcdef4269_1_20241213171058.png\nCustomer: When I click confirm it errors \nHuman Agent: Okay, thank you. I'll manually assign the service back on and then unfortunately will need to pass it to our developers to look into further. Is felmcox28@gmail.com a good email to reach back out to you on once I have heard back on your issue?\nCustomer: Yes \nHuman Agent: Okay, I've manually turned it back on. While it will still need to be checked into, please check one more time now that I've manually added service to see if you still have the same issue. \n\nCustomer: It shows no devices are enabled?\nHuman Agent: That's fine, I enabled the time independently of the subscription. I apologize as I had not clarified enough there, I meant the AI notifications issue. \nCustomer: What does that mean\nCustomer: My app shows no devices enabled?\nHuman Agent: I mean going to check whether the AI notifications are working again. I manually added the service time onto your camera separately from your subscription since it will not let you assign it. So you have your service still though it does not show it there."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Mira.  I thought I already paid for an upgraded plan. How can I check that?\nCustomer: What does the safeguard plan include?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like your device is subscribed and recording. Were you having some sort of issue there?\nCustomer: How do I contact you on the telephone?\nHuman Agent: You may schedule a call for a future date via the schedule a call button if you would like. Otherwise I'd be happy to help you here now."]
["Customer: How do I get the free basic plan \nCustomer: It says there is a free basic plan as one of 3 offers and when I bought the cameras originally there was no charge for a cloud service \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. The free plan is on by default whenever a camera does not have a paid plan on it. Currently though you have both cameras subscribed to paid plans. \nHuman Agent: The free plan would have event clips held for 12 hours and would have a cooldown timer between the clips. The clips would also be limited to 10-15 seconds. This is the same as it was when you first set up the cameras."]
["Customer: Had attempted to ask , is there anyway to retrieve 12/11/2024 from cloud storage? Please advise or send to pyle27@hamiltoncom.net\nCustomer: Thank you\nHuman Agent: Hi my name is Wendy.  It looks like you have (4) 7-day monthly plans.  Unfortunately Dec 11 is more than 7-days ago so that footage would no longer be available\nCustomer: Awe, I had hoped there was a way\nHuman Agent: No unfortunately that footage would be deleted now"]
["Customer: Agent\nCustomer: Agent\nCustomer: It has been an hour\nCustomer: I need to talk to someone about an unauthorized charge please\nCustomer: Agent\nCustomer: I am calling my bank back and we are putting in a fraudulent charge on my card. I have tried to resolve this with you but you are unwilling to talk with me\nCustomer: -1\nCustomer: It has been over an hour\nCustomer: I did that\nCustomer: I am charging you guys with theft \nCustomer: I have tried but Noone will talk to me\nCustomer: I need an agent\nCustomer: Ok thank you\nCustomer: Hello are you still there?\nHuman Agent: The subscription on your account is managed through your Google account. It looks like you canceled the subscription earlier today, but you can check the status of the subscription.\nHuman Agent: To check the status of your subscription managed by Google, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to see its status.\nCustomer: I canceled it with you guys months ago and it said it would end in Feb none of my products are even working \nCustomer: I did not authorize the charge\nCustomer: I would like a refund for the unauthorized charge please\nCustomer: Are you going to help me or do I need to just go through my bank?\nHuman Agent: It would need to be canceled through your Google account, we cannot cancel the subscription on our end or through the app. Google processes the in-app purchases on their devices.\nHuman Agent: Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date. \nCustomer: I never did it through Google I did it through you\nHuman Agent: Did you subscribe through the mobile app on an Android device?\nCustomer: Yes\nHuman Agent: Google processes the in-app purchases on their devices. So because the subscription plan is an in-app purchase, it is managed through a Google account.\nCustomer: And thar is also where I canceled it months ago\nCustomer: Through your app\nHuman Agent: The subscription cannot be canceled in the mobile app. It would need to be canceled through your Google account because the subscription is managed by the Google account.\nCustomer: My bank told me to reach out to you to try to resolve and if you guys didn't want to work with me and refund the unauthorized charge then I am to call them back and they will put in a fraudulent charge and go after you themselves\nCustomer: I was trying to do it nicely but I can't even get a person to talk to me so sad\nHuman Agent: As I stated previously, the subscription is managed through your Google account. The terms that you agree to when you start a subscription state that it will renew unless canceled and you can cancel at any time. Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date. \nCustomer: I did cancel before I will just call my bank back. Sad that you guy feel the need to scam people like that\nHuman Agent: You said you tried to cancel it in the app. You would cancel it in your Google account, not in the mobile app. It is not a scam as you have to agree to the terms in order to start a subscription.\nCustomer: Like I said scam that's why you want even talk to people in person\nHuman Agent: You are currently talking with a Customer Care Agent right now. If you want to talk to someone on the phone, then you would just need to ask and I will send you an invitation to schedule a callback appointment.\nHuman Agent: You can tap on Schedule Call if you would like to make a callback appointment.\nCustomer: Won't let me\nCustomer: I filled everything out and it won't let me \nHuman Agent: Make sure you do not have any dashes, spaces, or parentheses in your phone number. It will only accept it with just the numbers."]
["Customer: Cloud service\nCustomer: Purchase Cloud service\nCustomer: Agent\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: Hi yes ineed to purchase a Cloud service package\nCustomer: I have like 10 cameras\nCustomer: Hello\nHuman Agent: You can subscribe for the cameras through the app on your device. You can tap on the Cloud tab and select the subscription your want and select the devices you want subscribed."]
["Customer: Hi I would like to cancel my subscription I’ve tried doing it myself on the app and it won’t allow me to do it.\nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I've assisted with cancellation so it will not renew further. You'll still have the full service time you already paid for. \nCustomer: Hi I would like to cancel my subscription I’ve tried doing it myself on the app but it won’t allow me to do it.\nHuman Agent: Yes, did you see my previous message?\nCustomer: I just saw it now \nHuman Agent: Okay, is there anything else I can assist with for now?\nCustomer: No that’s it, thank you!\nHuman Agent: No problem, have a good evening!\nCustomer: Thanks!"]
["Customer: Cancellation agent\nCustomer: Agent\nCustomer: Agent\nCustomer: Thank you \nHuman Agent: How can I assist you?\nCustomer: We need to cancel our service we no longer need cameras \nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: I can log into the apple and stop payment will that take care of it\nHuman Agent: Open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option.\nHuman Agent: If you do not have access to an iOS device currently you can follow this guide on how to cancel your subscription via Apple. https://support.apple.com/en-us/HT202039\nCustomer: Thank you\nHuman Agent: You're welcome.\nCustomer: Thank you cancelled in apple payments"]
["Customer: Renew subscription \nCustomer: I want to renew the cloud\n\nCustomer:  Not active\nCustomer: Subscription expired\nCustomer: I tried that\nCustomer:  Renew cloud service \nCustomer: Agent\nCustomer: I want to renew my cloud subscription \nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie.  It looks like the cloud subscription you had previously has already expired, to get the cloud service again you would just subscribe again from the mobile app or the web app. \nCustomer: I tried\nCustomer: But not working\nHuman Agent: When you try to subscibe from the mobile app, what happens? do any errors pop up or what does it say?\nCustomer: This account already exists \nCustomer: But it shows expired\nCustomer: I updated my card info and still not letting me renew\nHuman Agent: Can you try going to User.zmodo.com then log in and try to subscribe from there instead?\nCustomer: “Same plan already exist”\nHuman Agent: Can you try going to User.zmodo.com then log in and try to subscribe from there instead?\nHuman Agent: and let me know if the same message also pops up or not.\nCustomer: Not working \nHuman Agent: Can you tell me what happens when you try\nCustomer: Not working\nHuman Agent: Can you tell me what happens when you try\nCustomer:  Trying to reset password \nHuman Agent: Okay\nCustomer: But it won’t allow me to\nHuman Agent: Can you take a picture or screenshot of the area your having trouble in and send that to me to review\nCustomer: D/static_file/608e74b56f_1_20250225133659.png\nHuman Agent: Your still trying to subscribe from the mobile app. Please try subscribing by going to the website User.zmodo.com , log in to your account, then try to subscribe from there in the cloud section.\nCustomer: D/static_file/3c9cf0a0fc_1_20250225133847.jpeg\nCustomer:  Can’t even reset password \nHuman Agent: Your account your contacting from is made with the email yepela@icloud.com, is that the email you put in for the password reset for it to send you the code?\nCustomer: Yes\nCustomer: I even get a code\nCustomer: But it’s not allowing me to reset\nHuman Agent: You would type the code in at the top, then you would type in the password, it has to be 8 characters and have both numbers and letters, if it does not accept it try checking that is has not sent multiple codes, it will only accept the last code that was triggered to send to the email. \nCustomer: I tried that\nHuman Agent: Okay, if its still giving you trouble, lets try one more thing, Try going to the website user.Meshare.com then try to login and or do the password reset from there. \nCustomer: Hello\nHuman Agent: I sent a message above. I said \"Okay, if its still giving you trouble, lets try one more thing, Try going to the website user.Meshare.com then try to login and or do the password reset from there. \"\nCustomer: Yes\nCustomer: What is this meshare"]
["Customer: Troubleshooting\nCustomer: Talk to a human \nHuman Agent: How can I assist you?\nCustomer: I have cameras and they aren’t working properly \nCustomer: Not recording and it says I have to renew or rescribe and I got I to do that and says it’s already  \nHuman Agent: You can edit the enabled devices on your subscription in the app. Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “Enable” at the bottom.\nCustomer: Ok I’ll try that\nCustomer: Seems to work I’ll try that and see tomorrow! Thank you\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: I updated my payment plan but yet it’s telling me my subscription plan is outdated\nCustomer: Please call me\nHuman Agent: Hi my name is wendy\nCustomer: Plz call me\nHuman Agent: I don't see any active cloud plans connected to this account.\nCustomer: Please call me\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number, we only do outbound calling which is done via scedule, I will send you the call sceduler so you can recieve a callback, let me know if you have any trouble with submitting it or not\nCustomer: I need to speak to a live person\nHuman Agent: You can sign up for paid cloud plans if you would like.  Only kitchen camera shows online currently.  Are you needing help get the other 3 cameras online?\nHuman Agent: I sent the call scheduler now.\nCustomer: I already put my credit card number in for my kitchen camera and yet it’s not recording \nCustomer: Yet my camera is supposed to keep the last 24hrs on the app and it’s not even doing that\nHuman Agent: On my end its showing that the plan is expired for all the caermas, it looks like your subscription before was going through apple, try checking your apple subscriptions to see if the payment info there is correct and if it is see if it will let you renew there, if not then you will have to try resubscribing form the cloud section.\nCustomer: No! Call me so we can get this straighten out!! \nHuman Agent: As I said before we do all out calling via schedule if you wish for us to call you you will need to fill out and submit the scheduler. This is still something we will not be able to do for you on our end it is something we would walk you through, we don't take payment info over the phone. \nCustomer: I’ve tried to subscribe for the last 6 mos and it’s not working! I ordered these cameras through u for my safety and yet they don’t work! I either want u to fix the issue or give me a refund for all cameras I’ve purchased through u\nCustomer: Then schedule a call back! \nHuman Agent: I sent the call scheduler earlier in the chat, I will send it to you again\nCustomer: I’ve at the end of my limit with patience with your company and these cameras\nHuman Agent: I sent the call scheduler again.\nCustomer: I need to know ur hours to schedule a call back!! It gives me times but it don’t say if it’s A.m or P.M\nCustomer: I want a call ASAP\nCustomer: I’ve had nothing but problems with the cameras I’ve bought through your company and I’m very dissatisfied with your product \nHuman Agent: You have to schedule the call; we cannot call you right away there is a que of people scheduled. It will only give you hours for when we are open and available slots, the times are all for  central time which is our timezone.\nHuman Agent: We are open 9AM-6PM central time Mon-Fri for live support. \nCustomer: I’m not on central time so plz call at as soon as u can! I’ve bought 4 cameras through your company and all of them stopped working\nCustomer: 9 a.m pacific time would be what time central? \nHuman Agent: Okay if you want that Just schedule the call on the time soonest available that it shows.\nCustomer: Everytime I try to subscribe it tells me the same plan is already in place but yet my kitchen camera isn’t recording\nHuman Agent: Pacific time is 2 hours behind central time.\nCustomer: It won’t even let me choose a date or time for a call back\nHuman Agent: As I said earlier none of the caemras are subscribed its showing they expired, the plan was going through apple for the processor, you can go into your apple account to the apple subscirptions to see the details of the plan. \nHuman Agent: Take a screenshot of the area you are having trouble with and send it into the chat for me to review. you may be selecting a date/time not available\nCustomer: D/static_file/7fa8a2cf48_1_20241226152919.png\nCustomer: What is the reason my outside camera would just all of a sudden stop working? \nCustomer: This is why I need to speak with a live person\nCustomer: Even without a cloud plan, it should be holding the last 24hrs in the cloud, which it is not doing\nHuman Agent: No, it doesnt hold 24 hours without a sub.\nHuman Agent: I meant take a screenshot of the sceduler before\nHuman Agent: cameras without a cloud plan when the camera is triggered it will take short 10 second clip, have a cooldown of 3 minutes, then if there is still motion take another clip, these clips can be reviewed within the last 12 hours, after that it overwrites to make room for more video."]
["Customer: hello\nCustomer: icloud\nCustomer: payment \nCustomer: i have 2 suscriptions\nCustomer: i have 2 suscriptions but i getting charge in 2 differents cards\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?\n\nCustomer: hello\nCustomer: i need help with icloud\nHuman Agent: Hi, how can we help? \nCustomer: i have 2 suscriptions but i am been charged in 2 differents cards\nCustomer: i want to set up to be charged in 1 credit card\nHuman Agent: Yes you have one subscription via google for the front camera and one subscription directly via us for the camera named Isaiah. You can change the card on either subscription \nCustomer: how can i remove o change the google one\nHuman Agent: Do you mean cancel it or just change the card statement? \nCustomer: or change it\nHuman Agent: Here is how to change it https://support.google.com/googleplay/answer/4646404?hl=en&co=GENIE.Platform%3DAndroid\nCustomer: i already cancelled it before and removed all my cards from goggle\nCustomer: i dont know why i still getting charged by google \nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option.\n\nHuman Agent: Can you confirm it is cancelled \nCustomer: i already did\nCustomer: said i dont have any suscription with them\nHuman Agent: So you didn't cancel? Is it possible you might have used a different google account?\nCustomer: D/static_file/af7262fe6e_1_20241029111109.jpg\nHuman Agent: Can you tap on the cancel section, does it show Zmodo there? \nCustomer: D/static_file/b81a975641_1_20241029111213.jpg\nHuman Agent: Okay once the remaining time elapse you can resubscribe via the website to subscribe directly via us. \nCustomer: i did\nCustomer: and i put my new cc\nHuman Agent: Okay \nCustomer: but for some reason i was charged on my old card\nHuman Agent: The last charge I see is for the google subscription on 10/17/2024\nCustomer: can you check if it is alread updated on your system to charged my new cc for next month \nHuman Agent: Did you cancel before this date? \nHuman Agent: We cannot see your card information\nHuman Agent: So as long as you resubscribe via the website its fine \nCustomer: i think was last month\nHuman Agent: Okay, and just to confirm you for sure resubscribe via the user.zmodo.com website\nCustomer: i think so\nHuman Agent: I only see 1 subscription"]
["Customer: Why hasn't my device renewed using autopay\nCustomer: My device is out of cloud service and it didn't autopsy to renew service\nCustomer: -1\nCustomer: Autopay\nCustomer: Customer service phone number\nCustomer: Carport device is out of cloud service and it should have auto renewed\nHuman Agent: That camera was not subscribed. It looks like you had a different camera subscribed and you may have had the subscription canceled and the remaining time moved to that camera. The subscription does not automatically renew in that case since the subscription needs to be canceled to move the time to another device.\nCustomer: I've tried to renew it 3x using PayPal and it won't renew. Keeps asking for a Google password \nHuman Agent: If you are subscribing through the mobile app on your Android device, then the payment is processed by Google, which is why it is asking for the password to your Google account. You can also go to the web app at user.zmodo.com and sign in to your account there to subscribe through our payment processor."]
["Customer: Cancel service \nCustomer: Agent \nCustomer: Cancel \nCustomer: Cancel service \nHuman Agent: Let me take a look at your account.\nCustomer: I want to cancel immediately \nHuman Agent: Thank you for your patience. I see a Monthly Premium Plan for 2 devices on your account. I have canceled the subscription and it will not renew again.\nCustomer: Thanks \nHuman Agent: You're welcome."]
["Customer: I'd like to add/renew 2 devices to my subscription, but the 2 existing devices don't renew until 3/25. The billed amount shown appears to be charging me for all 4 devices, although I only want to add 2.\nCustomer: -1\nCustomer: If I remove 2 existing, won't that remove the subscription on them that I already paid for?\nCustomer: So how do I add only 2?\nCustomer: How do I add 2 devices to my subscription without affecting the existing devices I already paid for?\nCustomer: I didn't say they aren't needed. I want to add 2.\nCustomer: How to talk to a person?\nCustomer: Are you a bot?\nCustomer: Agent\nCustomer: Ok. Thnx\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. When you go to add two more devices, it issues a prorated credit based on the time left of your old subscription and charges you a prorated amount based on the time left until your next normal renewal date of your new plan. So overall you are not being charged twice as you would be getting what is left of the original credited to the new subscription. If you would prefer two separate charges each year, you would need to instead subscribe the other two on user.zmodo.com instead as it uses a different billing system. \nCustomer: Ok. Thnx\nHuman Agent: No problem, anything else I can help you with for now?"]
["Customer: I have multiple cameras. Do I have to purchase separate subscription or is there just one for all\nCustomer: Ok thanks\nHuman Agent: Hi my name is Wendy.   Paid cloud plans are optional not required.  Zmodo cloud plans are per device.  \nHuman Agent: There isn't a bundle cloud plan option to cover multiple cameras"]
["Customer: Hello, I would like to cancel my account.  Thank you!\nCustomer: Agent\nHuman Agent: Hi my name is Wendy\nHuman Agent: You are wanting to cancel your active cloud plans?\nCustomer: Yes please\nHuman Agent: one moment\nHuman Agent: Cloud plans on cameras ZMD15IVI4238426, ZMD13H9D9001875, & ZMD15IVI4235581 have been cancelled.\nCustomer: Thank you so much!\nHuman Agent: You're welcome!\nHuman Agent: Have a great day\nCustomer: Thanks, you too!\nHuman Agent: Thanks :)"]
["Customer: I need a live agent to help me right now please\nCustomer: 1\nCustomer: Live agent please\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: I need to unsubscribe for my premium plan because I am unable to do so via the app or website\nCustomer: Is there anyway we can speak over the phone?\nHuman Agent: You're currently contacting as a guest so I am unable to see your subscription information. What is the account you're contacting on behalf of? \n\nWe can arrange callbacks for later dates, but there are no further callbacks available for today. \nCustomer: The email that the premium plan is connected to is sunita.jar5599@gmail.com \nCustomer: Can you please discontinue the payment plan for this account associated with this email?\nHuman Agent: There are no accounts under that email. Is there another email or phone number it may be under? Otherwise, do you have one of the camera IDs so I can look up the associated account?"]
["Customer: Hello \nCustomer: I am charged for 7 devices and I only have 6 active camaras\nCustomer: I did already but I still see the charge \nCustomer: How can I speak to an agent to help me\nCustomer: Agent\nCustomer: Agent\nCustomer: Hi\nCustomer: Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. One moment while I look up your subsciptions\nCustomer: Ok\nCustomer: These are the cámaras name that I actually used\nBack Yard, Front Door, portón, aceras,pilas y patio and Patio\nCustomer: The one Patio has no cloud service but I pay for it\nCustomer: Hellooo\nHuman Agent: It looks like you have several subscription's going through Apple for the billing, I am not able to alter or cancel any of those subscriptions, what you would have to do is go to the cloud section, scroll down to where it shows subscription's, then check and see if there is a change plan option. If there is then you would select the change plan and alter it to the desired amount of cameras. \nCustomer: Thank you\nHuman Agent: No problem, If you have any questions feel free to let me know or reach back out again."]
["Customer: I have only 6 cameras for maybe 4 months now, can I please refund? \nCustomer: No I pay for subscription services, one camera broke and we didn't replace it. I am paying for 7 cameras subscription and I only have 6\nCustomer: I am not replacing the broken camera \nCustomer: I only want to pay for 6 subscription cameras for cloud\nCustomer: Can I please speak to an agent \nHuman Agent: Hi my name is Wendy.\nCustomer: Agent\nCustomer: Hello Grant \nCustomer: Hello are you there?\nHuman Agent: The subscription on your account is managed through your Google account. You can tap on Subscribe in the app and only select the cameras that you want the subscription on and then tap on subscribe and that will update it for the next renewal period.\nHuman Agent: Otherwise, you can cancel the subscription through your Google account and start a new subscription for just the cameras you want subscribed when it expires.\nCustomer: Can I refund the months I only had 6 cameras\nCustomer: Can I change how I pay the subscription? Not use Google pay?\nHuman Agent: Since Google manages the payments for in-app purchases on their devices, you would need to contact Google support.\nCustomer: What about refund of subscription for just 6 cameras instead of 7\nHuman Agent: That would still be the same, you would need to contact Google support since the billing is managed through your Google account. If you want to start a separate subscription through the web app, you can go to user.zmodo.com and subscribe there.\nCustomer: Ok ty \nHuman Agent: You're welcome."]
["Customer: I want to cancel my cloud service \nCustomer: Agent \nCustomer: Agent \nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: Yes\nHuman Agent: Open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option."]
["Customer: Hello we would like to delete some devices once we delete those particular devices will we still be charged for those devices we deleted? \nCustomer: Thank you. \nCustomer: How do you delete a device ? \nCustomer: The iCloud subscription is free?\nCustomer: Thank you for your time. \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Deleting devices does not by itself unsubscribe (it will also warn when you attempt it that they're still subscribed and ask if you want to remove them anyway). Which devices would you like to cancel the subscription on?"]
["Customer: Why can't I subscribe for another year?\nCustomer: Keeps saying error on your end.\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Which devices are you trying to subscribe and to which plan?"]
["Customer: I need to cancel the cloud subscription \nCustomer: Agent\nCustomer: I wanted to cancel before my free trial ended it is so difficult \nCustomer: Agent \nCustomer: Hello\nHuman Agent: Hello, you've reached customer care, my name is Kylie., It looks like the subsciption is already past the trial stage, for the subscription the processor is Google, I am not able to cancel the subscription from my end due to this. You will need to cancel from the google subscriptions area. To get there, open the play store, click your google profile in the top right, choose subscriptions then tap on the subscription and chose cancel, you will know it is canceled successfully when it shows an expiring date."]
["Customer: I named cancel my payments\nCustomer: Agent\nCustomer: Agent \nCustomer: Hello\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I check your plans. \n\nHuman Agent: It looks like you're subscribed via Google so you would need to cancel from your Google subscriptions. Here is a link with more information on how you may do that. https://support.google.com/googleplay/answer/7018481\nCustomer: Hello\nHuman Agent: Did you receive the previous messages about how to cancel your subscription?\nCustomer: No\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option.\nHuman Agent: If you do not have access to an android device currently you can follow this guide on how to cancel your subscription via Google. https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid"]
["Customer: Hello I've been calling for days to try to get my cameras readjusted to continuance because it's paid for and it's not working it's been almost a week now and I keep getting to run around I haven't been able to speak to an agent to get this soft\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We will be closing at 6PM central time which is in 10 minutes. I can follow up via email if you prefer, Send a callback scheduler so you can schedule a callback for tomorrow or we can just chat until 6PM what would you like to do?\nHuman Agent: We are currently unavailable for live chat support, but you can reach out to us via email support@zmodo.com. Our new hours of availability are:\n\nMonday to Friday: 9am to 12pm and 1pm to 6 pm CST\nExcluding Holidays\n\nYou may also contact the chat outside of our hours again to speak to our AI chatbot Mira who can assist with some troubleshooting. I've also sent a callback scheduling form where you can click the button in the chat in order to schedule a callback for a future date if you'd prefer.\n\nThank you for understanding."]
["Customer: My account has been debited yesterday for $4.99 cloud account which I had not authorized Plus the cloud is not showing any recordings\nCustomer: What is customer service number?\nHuman Agent: There are not any subscriptions on this account, wllee@intrstar.net. Do you have another email address or a phone number that you may have used for another account?\nCustomer: Agent\nHuman Agent: You have already been connected with a Customer Care Agent. Did you receive my previous message? I will send it again in case it did not go through.\nHuman Agent: There are not any subscriptions on this account, wllee@intrstar.net. Do you have another email address or a phone number that you may have used for another account?"]
["Customer: Hello\nCustomer: I need subscribtion\nCustomer: Yes what is the cost for 10 device per year \nCustomer: -1\nCustomer: Is 49.9\nFor 10 devices\nCustomer: 49,9 for 10 or per device\nCustomer: Yes\nBut the price came to more than 500 dollars \nCustomer: I sm asking\nHuman Agent: Hello, you've reached customer care, my name is Kylie. What type of plan were you wanting to subscribe to for all the cameras? I can take a look to see if there's any bundling options for it or not. \nCustomer: I have 10 devices\nCustomer: I need cloud service \nCustomer: Your package says 49.9\nPer year \nHuman Agent: Okay, I looked up all the plan options we support/offer, For all the plans on Zmodo there are no bundling options the plans are all prices per camera. Never fear though it looks like our partner Smartz Eaze has cloud plans that are supported and they have an unlimited device option where they allow you to susbcibe as many devices as desired for one price (they have a monthly or yearly billing option as well)  \nHuman Agent: In order to see those plan options and subscribe to them you would have to download the Smartz Eaze app and login with your Zmodo account info (email and password) , Once you sign in and go to the cloud area of the app it will show those plan options and you can susbcibe to them. Only thing that I would tell you is that if you subscibe to the Smartz plan you would want to use the Smartz Eaze app to view playback, Because its a plan from our partner it does not work perfectly in the Zmodo app if you try to click playback unfortunately. But you can feel free to sue both apps or choose to use only the Smartz eaze app no problem."]
["Customer: I am unable to renew my subscription in the app.\nCustomer: I did that \nCustomer: It says there's a billing issue. I am not able to resolve it in the app. \nCustomer: I need to speak with a live agent \nHuman Agent: If you had a billing issue with your subscription, then you would want to check the subscription status and payment method that you have setup in your Google account. The subscription on your account is managed through your Google account because the subscription was started through your Android device.\nHuman Agent: There is also currently an issue with the Cloud Plan subscriptions that was just reported about 30 minutes ago. We are working to resolve the issue, so that may be part of why you are having trouble if you are trying to start a new subscription.\nCustomer: I have done that"]
["Customer: Agent \nCustomer: This past weekend I believe it was October 19 I was charged $49.99 for a subscription that I had canceled a while back. I need that money refunded to the original payment method. Please and thank you.\nHuman Agent: It looks like the subscription was managed through your Apple account. Since Apple processes the payments for in-app purchases on their devices, you will need to contact Apple support to see about the status of a refund."]
["Customer: I signed up for the plus pkg back at the end of December. I have since decided to leave our pkg as is. Is it possible to get a refund for the $49?\nCustomer: Agent\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The cloud service is non refundable so a refund will not be possible.\nCustomer: Cancel the service so that I won't be charged again!\nHuman Agent: I will need to look up the account the subscription is tied to, This account you have created under the email coyws160@gmail.com has no devices or subscriptions tied to it so I will need to lookup the account you susbcribed on to see if I can cancel it for you or not. \nHuman Agent: I can also find the Subscription with the cameras ID number if the subscription is still tied to the camera as well, that ID number witl be on the cameras sticker and start with ZMD. \nCustomer: The account is under my son's name. Sean Sturdivant.\nHuman Agent: We cannot lookup accounts under a name alone, Do you ahve acess to the email the accoutn was created with at all?\nCustomer: I got the# off of one of the cameras on his cloud acct. It's ZMD16AA17205089\nCustomer: I'm still here. Can you find his acct from the camera if above?\nCustomer: Id\nHuman Agent: I apologize for the delay, I was able to find the subscription. It would be possible for us to cancel the subscription from our end however because you are contacting from another account and do not have acess to the account the camera is tied to I cannot outright cancel it. This is due to ourr protection policy we cannot prove you have acess to the cameras or that theya re your own and not this other accountholders to cancel it without going through an aditional process wehre I would send an email to this email the camera is currently tied to and the person would respond with approval, or denial, if they do not respond after 30 days we would cancel the susbcription reguardless but we have to do this process to cancel from our end, if you want to contact your son and have him cancel from the maina ccount that is also totally an option that is possible if you wish for it to be canceled sooner.\nCustomer: They sure didn't have any problem taking my money!\nHuman Agent: I apologize if you are unhappy with the process but this is our policy and procedure to do it this way.\nCustomer: Not a good way to treat a cancer patient living on social security. Send him the email so that he can cancel.\nHuman Agent: I will send the request now to the account email, I cant tell you the whole email but I can give you three eltters and the domain incase your son has multiple emails and is unsure which one he made the account with at all. sea*********@yahoo.com\nCustomer: I'll have him check it. Thank you.\nHuman Agent: We do not cancel subscriptions for people without them being able to prove they are the accountholder. We value and protect our customers and this procedure is in place so people cannot unrightfully contact and cancel a subscription without their consent. \nHuman Agent: I sent the reply now and Once I receive a response from the email after the 30 days have passed I will contact you on the email coyws160@gmail.com and send you a email to let you know.\nCustomer: Thank you\nHuman Agent: No problem have a beautiful day.\nCustomer: Your company shouldn't accept payment from me since the acct isn't in my name.\nCustomer: Good day.\nHuman Agent: We have no ability to see/check if the card is someone elses so there is no way for us to do that unfortunately.\nHuman Agent: This charge is clearly not faudulent as you yourself know the charge is for the susbcirption, in the future to avoid conflicts sucha s this for our company I would recommend moving the cameras to another account with an email you ahve acess to."]
["Customer: Call\nCustomer: Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\nCustomer: I would like to confirm that all four of my cameras are included in my iCloud subscription. It does not appear that all of the cameras are. I receive a charge each month for iCloud service.\nHuman Agent: Okay elt me check that for you, one moment while I look up your subscriptions. \nHuman Agent: It looks like you last had a subscription for 4 devices, curerntly it appears you only have 3 devices with the plan enabled though. There is a way to enable cameras for the plan I would like for you to try. \nCustomer: Yes please\nHuman Agent: First you would go to the cloud section in the app from your apple device, scroll down to the subscriptions section where it shows the sub. Next to that click edit or view details then try tapping on the camera not currently enabled named \tBasement camera then at the bottom select enable. \nHuman Agent: If you have any trouble with those steps or you dont see an edit/view details at any point take a screenshot of how it appears for me.\nCustomer: I’ll try\nHuman Agent: Okay\nCustomer: D/static_file/0d8b605587_1_20250120094038.png\nCustomer: Says wrong ID\nHuman Agent: Okay, let me check one thing with that camera int he system, one moment.\nCustomer: Ok\nHuman Agent: Looks like the last subscuription (the 4th one) was still enabeld on another camera that was once on this account that was deleted. It was not letting you enable more then likely due to this since all 4 subs were assigned. I did something to clear that sub from the other camera so you should be able to enable it onto the other camera now, if it gives you another error at all try restarting the app to refresh it.\nHuman Agent: Let me know if it still pops up with any errors and send a screenshot like you did earlier of how it looks.\nCustomer: Let me try\nHuman Agent: Okay\nCustomer: Stills has the same message\nHuman Agent: Okay, if its still doing it there's another thing I can have you try so it enables properly. \nHuman Agent: You  would go into your apple subsiptions, click on the sub for all the cameras, make sure it shows for 4 devices as it did before, if it does click cancel at the bottom, after that go back to the app to the cloud sercion. You would click the same plan same price at the top and then go through to resubscribe by selecting all 4 cameras at the end it will enable the camera.\nCustomer: Yes\nCustomer: Let me chexk\nHuman Agent: Its very important for this that you select the same plan, same price, and same ammoutn of cameras as if you change any of the details it will charge you again. As logn as its exactly the same as the one jsut canceled it will not charge you again and only enable the camera.\nHuman Agent: Let me know if you have any trouble or questions, take screenshots of anywhere you get stick as well if you can for me.\nCustomer: The subscription says fours devices 7 days a week\nCustomer: I’ll try to resubscribe \nHuman Agent: Okay\nCustomer: Please check to see if they are all on the subscription now\nHuman Agent: okay, one moment while I check. \nCustomer: Thanks\nHuman Agent: Looks like it wont show me the change from my end quite yet, this doesnt mean its not corrected it jsut means the system has not refreshed sicne you did this more then likely. We can have you check from your end to see if its corrected to be sure.\nHuman Agent: Can you go to the clouds ection and check the subsiptiona rea for me and let me know if it shows 4 devices enabled for the plan?\nCustomer: Let me check \nCustomer: I think they are all connected \nHuman Agent: Okay, Now that it shows correctly for you theres jsut one more thing I want to have you check to be through. I want to make sure you can click playback on each camera properly so on each of the cameras just click playback and let me know if it shows the playback section properly on each camera for you. \nCustomer: I’ll check more when I get home \nCustomer: D/static_file/47fe77bb62_1_20250120102927.png\nCustomer: D/static_file/fef4fa7731_1_20250120102942.png\nCustomer: Seems all have playback but the backyard \nHuman Agent: That camera may need more time to record as it was only just enabled a shirt but ago, if there is no motion to trigger it to record video it may not have much video as when there is no motion it only takes a picture ever 10 seconds that is compiled into video. \nCustomer: Ok I will check it later today \nThanks \nHuman Agent: Fantastic, thank you as well. Take care.\nCustomer: I was unable to get the 5th camera reinstalled\nCustomer: When I changed my internet’s password"]
["Customer: I want you unsubscribe to this but I don't have my email that I use for this I can't access it and you keep trying to take money out of my account\nCustomer: I don't want the subscription anymore I don't have access to the email that I use for the account\nCustomer: Set up\nCustomer: Customer support\nCustomer: Ok\nCustomer: Contact support\nCustomer: Speak to a live agent\nHuman Agent: What is the email address that you used for your subscription?\nCustomer: bigtcash88@gmail.com\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: I don't have access to that email anymore\nHuman Agent: Okay, you can try going through Google support to cancel the subscription. If you do not have access to an android device currently you can follow this guide on how to cancel your subscription via Google. https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid"]
["Customer: Representative \nCustomer: I’m not able to hear sound on my cameras and I also want to upgrade to continuous plan \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You do not seem to have any cameras with audio capabilities on your account. If you would like to swap from a clips plan to a continuous plan, the plans are separate and you would not be refunded the clips plan. If you still wish to continue let me know and I can unassign the plan so you may subscribe. \nCustomer: I’m here \nCustomer: I’m not able to hear sound on my cameras and I also want to upgrade to continuous plan \nHuman Agent: You do not seem to have any cameras with audio capabilities on your account. If you would like to swap from a clips plan to a continuous plan, the plans are separate and you would not be refunded the clips plan. If you still wish to continue let me know and I can unassign the plan so you may subscribe. \nCustomer: Yes continue \nHuman Agent: Okay, they should now be clear for you to subscribe to the other plan."]
["Customer: Agent\nCustomer: Hi I wonder if I can get footage from my camera from last week \nCustomer: I started yesterday so there’s no way I can get last week footage ?\nCustomer: How can unsubscribe to see past footage \nCustomer: How can I subscribe to see past footage \nCustomer: Is there any past footage I can purchase \nCustomer: Check my subscription details for platinum \nCustomer: I would like to get footage from last week . Is there any possibility ?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Subscribing starts the moment its started, it wont show you video from before the subscription started. None of the plans \"unlock\" or \"reveal\" footage\nCustomer: Oh there’s no cloud Video your can retrieve from December 21 \nHuman Agent: cameras without cloud service would only take a 10 second clip, have a cooldown of 3 minutes before ti takes another 10 second clip, these clips are available for 12 hours, after that it overwrites to make room for more video, no video would exist from Dec 21st sadly.\nCustomer: Ok \nHuman Agent: Okay, have a good day"]
["Customer: I'm trying to cancel my service I don't have access to my email that I've used for this\nCustomer: Agent\n\nCustomer: Agent \nCustomer: I don't want to call\nHuman Agent: What is the email address that you used for your subscription?\nCustomer: Bigtcash88@gmail.com\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: I don't have the password to that email or to even change the password on this site\nHuman Agent: It is not for the Zmodo account, but for your Google account."]
["Customer: agent\nCustomer: Agent\nCustomer: Please cancel my monthly subscription.  I have not connected my cameras; therefore I'm  requesting to remove the past two months subscription for $19.99 each, for December 2024 & January 2025\nCustomer: Agent\nCustomer: I keep typing the word \"Agent\" but no transfer.\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: Ok.  how do i cancel?\nHuman Agent: Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: yes, an android\nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option.\nCustomer: Im here.  \nHuman Agent: Were you able to cancel the subscription? Or do you have any other questions?\nCustomer: no.  im in the zmodo app?\nHuman Agent: You would not cancel the subscription through the Zmodo app. I will send the instructions to cancel the subscription again.\nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option.\nCustomer: im in google play store.  it askfor the app to download?\nCustomer: i do not see my profile\nHuman Agent: You do not search for Zmodo in the app store. You need to go to your profile in the app store.\nHuman Agent: Go back to the first screen of the Google Play Store.\nCustomer: ok\nHuman Agent: Are you back on the first screen of the Google Play Store app? What do you see in the top right corner?\nCustomer: M.  when i press M i get several selection.  one selection is payment  & subscriptions\nHuman Agent: Yes, so you will tap on that and go to Subscriptions.\nCustomer: i goto and press subscriptions.  there is nothing listed for me to cancell.\nHuman Agent: You do not see anything listed there? If you do not see anything listed there, then that means a different Google account was used to start the subscription.\nCustomer: ok got it.  its been cancelled.  thanks for your help.\nHuman Agent: You're welcome."]
["Customer: I’ve been paying for two cameras for three months the only one of my camera is giving me playback option unable to link new camera\nCustomer: That didn’t work\nCustomer: Live Rep \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account\nCustomer: I Purchased a new camera a few months ago because one of my cameras broke. I haven’t been able to link the new camera to my account that the old camera it was on I’m paying for a camera that it’s not actively hooked up that is broken and been paying for the last 90 days.\nHuman Agent: When you go to the cloud section you would click edit, then select enable. If it does not let you do this or an error pops up at all please let me know what the error says\nCustomer: Yes"]
["Customer: Cancel service\nCustomer: Agent\nCustomer: Cancel\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How can I assist you today?\nHuman Agent: It looks like your current subscription goes through apple for the processor, if you are wanting to cancel the subscription you will have to cancel it from the apple account, we are unable to cancel it for you. You would go to your apple account  in the phone settings, click subscriptions, choose the subscription and select cancel."]
["Customer: buenas\nCustomer: necesito asociar el almacenamiento a otra camara\nCustomer: cambiar de almacenamient\nCustomer: I have 3 cameras and I pay storage for 2, one of them I want to change for another\nCustomer: I have 3 cameras and I pay storage for 2, one of them I want to change for another\nCustomer: almacenamiento\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: hello\nCustomer: \nstorage\nCustomer: cambiar de almacenamiento\nCustomer: I need to talk to someone from support\nHuman Agent: How can I assist you?\nCustomer: I have three cameras and I paid storage for two, one of them I need to change\nHuman Agent: What is the email address or phone number that you use to log in to your account?\nCustomer: contabilidad1912@gmail.com\nHuman Agent: In order to change which camera is subscribed, we would need to cancel the subscription and then move the remaining subscription time to the other camera. Which camera has the subscription now that you want to remove it from and which camera do you want to move the subscription to?\nCustomer: \nHow do I identify the cameras since they have the same name?\nHuman Agent: Could I have the device ID of the camera? It should start with ZMD and should be on a white sticker on the camera or bracket or in the Device Settings for the camera in the app.\nCustomer: \nCancel 515154\nCustomer: \nadd 516397\nHuman Agent: Alright, I will send an email to that email address. I will need a reply giving me permission to cancel the subscription and move the remaining subscription time to the other camera.\nCustomer: \ncan you send in spanish\nHuman Agent: I sent the email in Spanish.\nCustomer: \nDo they have an app in Spanish?\nHuman Agent: You can try changing the language on your phone, but I do not know if that will change the language on the app. That may depend on your phone.\nCustomer: \nIt doesn't change, I tried\nCustomer: \nI already responded to the email\nHuman Agent: Thank you. I got the reply. I have canceled the subscription on ZMD16LGI7515154 and moved the remaining subscription time to the other camera ZMD16LGI7516397.\nCustomer: thank you\n\nHuman Agent: You're welcome."]
["Customer: Would like a refund for my subscription\nCustomer: My cameras broke.\nCustomer: Would like a refund for my subscription. I can’t even use it because my cameras are broke.\nCustomer: No, I want a refund\nCustomer: Subscription purchase\nCustomer: Would like a refund on my subscription\nCustomer: No. I would like a refund considered and I don’t even have my cameras right now.\nCustomer: Yes, I do think I was charged an error\nHuman Agent: Hi my name is Wendy.  I am unable to cancel the subscription on my end, as you are subscribed via Apple but you can follow this guide on how to cancel your subscription via Apple. https://support.apple.com/en-us/HT202039"]
["Customer: Agent\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: i need my subscription cancelled, i no longer have the cameras:  thetracys4@msn.com\nCustomer: i tried to cancel via web and the option isn't there\nCustomer: cancel immediately please\nCustomer: i contacted my credit card company also to stop payments\nCustomer: acct: thetracys4@msn.com\nCustomer: two camera subscription \nHuman Agent: Alright, since you are contacting from a Guest account, I will send an email to the email address requesting permission to cancel the subscription on the account. I will need a reply giving me permission to cancel the subscription from that email address before I can cancel the subscription.\nCustomer: i tried to login in on this chat and it doesn't work\nCustomer: i also sent a request to support@zmodo.com\nCustomer: i haven't received an emai lyet\nHuman Agent: I sent the email. If you do not see it in your inbox, then check your Spam or Junk folder.\nCustomer: i just replied to email\nHuman Agent: Alright, let me take a look.\nCustomer: thanks\nCustomer: i got two more emails\nHuman Agent: I have canceled the subscription for both cameras and the subscription will not renew again. Do you have any questions?\nCustomer: no, thanks for taking care of this.\nCustomer: have a good day\nHuman Agent: You're welcome. You have a good day, too."]
["Customer: I just lost flamingo1 \nCustomer: I need to replace flamingo camera not working with new camera called flamingo one and unfortunately I just deleted flamingo one from my list can you reinstall it\nCustomer: I had to install a new camera and I named it flamingo one I have it all working and I was in the process of switching flamingo one with old flamingo which was the old camera and somehow I deleted flamingo one and the old flamingo is not working can you help\nCustomer: Flamingo 1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I check your previously bound devices. \nCustomer: Is the new camera \nCustomer: And want to replace flamingo old camera with flamingo 1\nHuman Agent: I saw an online camera that was previously bound and have readded it with the Flamingo 1 name. Please check for it on your home page. If you do not immediately see it, you can pull down to refresh. \nCustomer: Yes it is working now can you help me replace flamingo one with old flamingo and it not be on the trial\nCustomer: I want to remove flamingo which has cloud service and replace with flamingo one which is on the trial service\nCustomer: Yes camera is back on list just need to remove old and replace with the new one can you help with that?\nCustomer: Hello are you still there\nHuman Agent: Please go to the cloud section of your app, hit view details on your subscription, then edit next to enabled devices. From there you can then remove the service from your old camera and apply it to your new one. Once done, let me know and I can assist with removal of the old device. \nCustomer: Ok enabled\nCustomer: Now let me know what is next\nHuman Agent: It looks like you have flamingo enabled and flamingo 1 disabled. Hadn't you meant to do the opposite?\nCustomer: I didn't mean to when I touch the button it wouldn't let me hit next until I touch the other button\nCustomer: I need flamingo1 to be on this plan\nHuman Agent: You would need to uncheck flamingo, check flamingo 1, then hit enable at the bottom. \nCustomer: I don't see either one on my enabled devices now\nCustomer: Thank you\nHuman Agent: Looks like it is now enabled and the other is gone. Was there anything else I could help with for now?"]
["Customer: Agent\nCustomer: Agent\nCustomer: Yes hello. I am trying to go back and look on my camera but it is stating I need a subscription but I already have one\nCustomer: Yes\nCustomer: Hello?!?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like your subscription is going through apple for the processor, its showing no cameras are currently enabled to it, to enable you would go to the cloud area, scroll down to subscriptions then click Edit and enable the cameras there. \nCustomer: I have already been charged for the subscription on right camera\nHuman Agent: Okay, no cameras on my end show as enabled for the plan so you will just need to try and enable it.\nCustomer: So im going to be charged again? Indont understand the problem. I’ve never had to go in and enable a subscription\nCustomer: Now its telling me an error occurred\nCustomer: Hello?!?\nHuman Agent: Okay, to resolve this error you would go to your apple subscriptions, cancel the plan then go to the app and resubscribe, as long as its the same plan and pricing shown in that apple subscriptions area it will not charge again and just enable to camera. \nCustomer: Still says im not subscribed\nCustomer: I went in and did it all over \nHuman Agent: Okay, does it now show the camera as enabled for the subscription?\nCustomer: Its says for i have premium for year and that is not the one i am subscribed too. \nCustomer: I should have premium cloud and i het charged monthly. It states on the app i have the yearly and it will renew on the 7th of Jan. I do not want that plan\nHuman Agent: Can you send me a screenshot of what it shows in the app for the plan and what it shows in the apple subscription for the plan?\nCustomer: Yes give me a moment\nHuman Agent: Okay\nCustomer: D/static_file/7714971693_1_20241210111725.png\nCustomer: D/static_file/26853f8381_1_20241210111749.png\nCustomer: And it states 99.99 a month!!! \nCustomer: On app\nHuman Agent: When you try to Hit edit in the app what exactly does the error say or show? if you can get a screenshot of that when it occurs that would also be good. \nCustomer: D/static_file/350a23556f_1_20241210112118.png\nHuman Agent: Okay, Looks like this may be a Bigg perhaps, I am reporting this issue to my supervisor so they can contact the DEVs about this, in the meantime I will manually assign the time onto the cameras for you until this issue is resolved. Is the email urias5@live.com the best to keep in touch with you about this issue?\nCustomer: Yes it is\nCustomer: Thank you\nHuman Agent: No problem, To confirm you want the time to go on the \"Right\" camera correct?\nCustomer: Yes, correct\nHuman Agent: I added the time now onto the camera, Keep an eye on your email for any updates on this matter, sometimes our messages can go to spam. \nCustomer: Ok great, thanks so much\nCustomer: Happy Holidays. Stay safe and healthy\nHuman Agent: Thank you, you as well."]
["Customer: I paid for my subscription on January 9th and On January 18th It said my subscription has ended and I can't access My Cloud recordings now\nCustomer: Customer support\nCustomer: Ok\nCustomer: Hello \nHuman Agent: Let me take a look at your account.\nCustomer: I just just paid on January 9th for all three cameras\nHuman Agent: Can you tap on Playback for one of the cameras in your app?\nCustomer: When I tap on playback it tells me not subscribe\nHuman Agent: Can you send a screenshot of the error message that you get?\nCustomer: It is now working but what about my recordings from the 19th they're not there\nCustomer: Hello \nHuman Agent: It looks like because you had tried subscribing to a different plan and canceled on 1/18/2025. That likely caused a desync with the server and so that is why they were not recording. Another representative responded to your email yesterday letting you know that they had synced and restarted the cameras so that they would start recording.\nHuman Agent: Unfortunately, there would not be footage from before the representative was able to sync the cameras.\nCustomer: Oh okay thank you I didn't see the email\nHuman Agent: You're welcome."]
["Customer: I need to cancel my subscription please\nCustomer: Agent\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: Yes\nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option.\nCustomer: Okay thank you\nHuman Agent: You're welcome."]
["Customer: I need help updating my subscription. \nCustomer: What is the number to call?\nCustomer: agent\nCustomer: Thank you\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\nCustomer: Let's try chat\nCustomer: One of my camera stopped working and I have a new one. I need to remove Page1 and add the new camera.\nHuman Agent: Okay, for that I am only able to move the leftover time form the old camera to the new one, this means it will move without the billing and at the end of the time you would have to resubscribe that camera to get it on a subscription cycle again. \nCustomer: Ok that will work. I thought I set my billing up automatic is that not so? \nHuman Agent: all subscirptions auto renew, however its not possible for us to move the whole subscription from one camera to another along with the billing, we can only move the leftover cloud time, you would then at the end of that time have to resubscribe it like I said. One moment while I work of mvoing that time onto the new camera for you.\nCustomer: Ok, thank you\nHuman Agent: To confirm, is the new camera the camera named \"Backyard\" that you want time time moved onto? \nCustomer: yes please\nHuman Agent: Okay\nHuman Agent: I moved the subscription time successfully, the camera \"Backyard\" will have time until 2025-02-18 on that day you would have to resubscribe it again. \nCustomer: Thanks so much for your help.\nCustomer: That is all I needed.\nHuman Agent: No problem. If you have any trouble or accidentally delete and re-add the camera and notice the time is gone just contact us again and we are happy to assist you again. \nHuman Agent: Have a good day"]
["Customer: Was doing a payment but my account email is different from the one that is set up now the one I have set up is diazgizmo2023@gmail.com  when I was going to the payment method putting my information in and at the last step it was another email  gizmodiaz2021@gmail.com  can it still go through if it different didn't want to proceed if my payment doesn't go through my account is set up with the diaz one \nCustomer: 1\nCustomer: How do I go about that for customer support #\nCustomer: Ok\nHuman Agent: If you are trying to subscribe through your Android or iOS device, then the email you are seeing when through the payment method is the email address for the Google or Apple account that the subscription will be processed through.\nHuman Agent: That email does not have to match the email you use for your Zmodo account.\nCustomer: Ok it's doesn't matter if I my zomdo account is different from the payment method.   And I am going through Google payments just checking didn't want to pay two times \nHuman Agent: The email address on your Google account can be different from the email address on your Zmodo account since they are two separate accounts.\nCustomer: So it's will go through \nHuman Agent: The payment will be processed through a Google account. The Google account does not have to have the same email address as the Zmodo account."]
["Customer: Hello I paid for a subscription but not getting 7days\nCustomer: Ok how do I reach your agents\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Its showing on my end that the camera on your account does not have a subscription tied to it and the time that was on it has expired. Can you go to the cloud section, scroll down to subscriptions, then take a screenshot of that and send it to me to review"]
["Customer: I need a simple way to pay for my bill and nothing can be automatically drafted from my bank account \nCustomer: So far it's haven't seen any way to do it and I'm tired of asking for a simple way to pay \nHuman Agent: There is not a way to pay without it being on automatic renewal.\nCustomer: I've tried to pay for my camera account but it will not give me a way to pay and I don't allow anyone to auto draft from my bank account I have had my account drained several times that way I'm on a fixed income \nHuman Agent: That wont be possible, the subscirption is always auto renewing. Theres not a way to change that.\nCustomer: Then why don't it say pay now \nCustomer: My life depends on my security cameras \nHuman Agent: Im unsure what you mean. It shows on my end that you started it on 12/21/2024. \nHuman Agent: if you wish to see the subscription info you can go to the cloud section in the app or go to your google subscriptions for more details regarding the billing. \nCustomer: I did it's doesn't give me a pay option \nHuman Agent: yeah, its already subscribed it will auto renew every mmonth\nHuman Agent: there is not a way to change that, our subscriptions auto renew,"]
["Customer: Como puedo activar mi plan de la nube\nCustomer: Ya revise mi plan de suscripción y dice que n esta activa he tratado de activarla nuevamente no me lo permit\nCustomer: Agent\nCustomer: Ok necesito ayuda en español\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?\nCustomer: Hola Kylie, estoy tratando de activar nuevamente mi plan de la nube y no se activa.\nHuman Agent: \nPor mi parte, muestra que su suscripción se estaba procesando a través de Google para el procesador, parece que intentó renovarse y falló o se canceló. Puede ingresar a su cuenta de Google para suscripciones y ver si puede actualizar la información de pago. tienes para la suscripción.\nHuman Agent: erraremos a las 6 p.m. hora central, que es en 2 minutos. Puedo seguir atendiéndote hasta las 6PM CT Vía chat, también puedo dar seguimiento vía correo electrónico si lo prefieres, ¿qué te gustaría hacer?"]
["Customer: Request for data report\nCustomer: CC looking for cloud storage from 1-1-23/ \n12-14-24 \nHuman Agent: Hello, you've reached customer care, my name is Kylie.  I don't see any cameras tied to this account, are the cameras on another account?"]
["Customer: I have been charged for icloud and I am not recieving any icloud service.....\nCustomer: I did and they say my cameras will not work their for I would have to speak to you and the credit card company\nCustomer: they have paid an annual of 199.99 and ask me to check with zmodo before they open a case\nCustomer: It just came out on feb1\nCustomer: I have spoken to zmodo they sent me to you so I will file a complaint with credit card company\nCustomer: I do i have copies of all the conversations thank you\nCustomer: no I have them all saved on screen thankyou\nHuman Agent: Hi my name is Wendy\n\nAre you wanting all (4) cloud plans cancelled? Please let me know and I will cancel them for you. ZMD16LRI7205254(driveway2), ZMD16LGI7516267(driveway1), ZMD16INI7201472(back porch), ZMD16INI7201528(front porch).\n\nYou may unsubscribe by logging in to your app account on the web app from a computer at user.zmodo.com, click the cloud icon on the top of the page, select the device and choose to unsubscribe.\n\nTo avoid future billing, you must cancel your subscription before the next renewal date. Cloud subscription plans are not eligible for refunds. After cancellation you will continue to enjoy access to the cloud plan until the last day of your current subscription period. After the subscription period ends, you will no longer be billed the recurring subscription fees, and your cloud recordings will be permanently deleted and will no longer be accessible to you."]
["Customer: Please cancel my service as of today \nCustomer: Agents\nCustomer: Agent\nCustomer: I want to cancel my service \nCustomer: Agent\nCustomer: Want to talk to a human. I’m getting nowhere with Mira\nCustomer: Agent \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I look up your plan. \nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like you have the subscription through apple, I am not able to cancel the subscription from my end due to this. You will need to cancel from the apple subscriptions area. To get there, open the apple settings, click your  profile, choose subscriptions then tap on the subscription and chose cancel, you will know it is canceled successfully when it shows an expiring date. \nHuman Agent: It looks like you're subscribed through Apple. You would need to cancel from your Apple subscriptions. Here is a link with more information on how to do that. https://support.apple.com/en-us/118428"]
["Customer: Wondering g if the subscription costs per camera we have\nCustomer: Does the subscription cost per camera\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Yes the cloud subscriptions are prices per camera."]
["Customer: I need to cancel service for all my zmodo cameras \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see how you subscribed, one moment\nHuman Agent: I was able to cancel 2 cameras that had subscriptions directly through us for the processing, you have one more camera that is subscribed though through apple. I am not able to cancel that subscription from my end, you will need to go to your apple account from the phone settings, choose subscriptions, click the subscription, then select the cancel option. \nCustomer: Thank You very much🙂\nHuman Agent: No problem, thank you as well. Have a great day"]
["Customer: Subject: Issue with Security Camera Recording & Subscription\nDear [Support Team],\nI’m experiencing an issue with my security cameras. They are only showing live footage and are not recording the 7-day history as they should. It seems like I have been unsubscribed from all my cameras, and I’d like to understand what caused this.\nAdditionally, I have multiple cameras, and my main concern is the weekly subscription plan. Could you please clarify the subscription status and any necessary steps to restore the recording feature?\nLooking forward to your assistance.\nBest,\n[Your Name]\nCustomer: \nDear Support Team,\nI’m experiencing an issue with my security cameras. They are only showing live footage and are not recording the 7-day history as they should. It seems like I have been unsubscribed from all my cameras, and I’d like to understand what caused this. My main concern is the weekly subscription plan. Could you please clarify the subscription status and any necessary steps to restore the recording feature?\nLooking forward to your assistance.\n\nCustomer: where do I go to check if I am unsubscribe\nCustomer: Can I check if I am unsubscribe on the website\nCustomer: Can I speak with an agent\nHuman Agent: Hi my name is Wendy.  One moment, let me check how you are subscribed.\nHuman Agent: What is the camera name that you are not able to playback?\nCustomer: I’m experiencing an issue with my security cameras. They are only showing live footage and are not recording the 7-day history as they should. It seems like I have been unsubscribed from all my cameras, and I’d like to understand what caused this. My main concern is the weekly subscription plan. Could you please clarify the subscription status and any necessary steps to restore the recording feature?\nLooking forward to your assistance.\nHuman Agent: Which camera are you trying to playback right now? what is the name or ID on the camera?\nCustomer: I will check, in the meantime I want to unsubscribe these cameras and delete them. \nHuman Agent: Okay just to double check, you are wanting all your active cloud plans cancelled?\nCustomer: That is the first 1\nHuman Agent: You have some legacy cloud plans.  If cancelled and you subscribe again in the future you would pay current cloud plan pricing, the legacy discount many of your cameras have is no longer available.  Please let me know if you are wanting all your cloud plans cancelled.\nCustomer: No I dont want them to cancelled\nHuman Agent: okay.  I didn't receive the device ID\nCustomer: Are you able to open the image?\nHuman Agent: No.  Could you email it to me?  support@zmodo.com\nCustomer: The photo were sent you should recieve an email from:kimberlydaley19@gmail.com\n\nCustomer: Did you recieve the email?\nHuman Agent: checking. one moment\nHuman Agent: ZMD33JCE3248627 Jim Thorpe camera is offline.  What color is the indicator light on the camera? and is the light blinking or solid?\nHuman Agent: ZMD33JCE3248587 55w is also offline.  What color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: These 2 were suppose to be deleted awhile back. I would like you to unsubscribe these 2\nHuman Agent: okay. let me check how they are subscribed, one moment\nCustomer: ok\nHuman Agent: ZMD33JCE3248627 & ZMD33JCE3248587 both have legacy cloud plans.  I will need my supervisor's help in order to cancel these plans.  They are currently on break but they will be able to cancel it in about an hour.  as soon as they have been cancelled I can email you.\nHuman Agent: One other camera shows offline. ZMD13CT83003085 Philly Back\t\nCustomer: Yes, I want to unsubscribe the 2 cameras that I sent you a photo as soon as possible.\nHuman Agent: Yes.  They should both be cancelled in about an hour.  I am unable to cancel this type of legacy plan but my supervisor will be able to help cancel them as soon as they are back from break.  Should be less than an hour now.\nHuman Agent: I replied to your email letting you know that both plans will be cancelled in about an hour.\nCustomer: Ok, I will be expecting your email \nHuman Agent: okay\nCustomer: Ok so back to my previous concerns\nHuman Agent: sure\nCustomer: As I said before I am experiencing an issue with all my security cameras. They are only showing live footage and are not recording the 7-day history as they should. It seems like I have been unsubscribed from all my cameras, and I’d like to understand what caused this. Could you please clarify the subscription status for all my cameras\nIf they are unsubscribed what are necessary steps to restore the recording feature?\n\nHuman Agent: Which camera did you try playing back and it did not work? Can you let me know one of the camera names?\nHuman Agent: Jim Thorpe & 55w are offline so they are not recording footage.  Also Philly back camera shows offline.  Is this the other camrea you are unable to playback?\nCustomer: just a sec\nHuman Agent: ok\nCustomer: Sicklerville font is expired, Sicklerville side is expired, Sicklerville back, CW2, CW1, Harrisburg is expired, brick back, brick front.\nCustomer: Those are the ones.\nHuman Agent: If the cloud plans are expired then the cameras will record up to 10 second motion alert clips from the past 12 hours\nCustomer: Since they are unsubscribed what are necessary steps to restore the recording feature?\nHuman Agent: You can subscribe to new cloud plans on those cameras if you would like.  Paid cloud plans are optional not required.\n\nYou can subscribe on the web app from a computer:  https://user.zmodo.com/login\nCustomer: Can you resubscribe me?\nHuman Agent: No, you would have to subscribe either on the web app or phone app.  Web app may be easier to resubscribe the cameras.\nCustomer: Can you provide me with the steps? When I click the link where do I go?\nHuman Agent: Do you have a computer?  Here is the direct link to the web app:    https://user.zmodo.com/login\nCustomer: Also what caused these cameras to be unsubscribed?\nHuman Agent: I can check but either the payments didn't go through or the cloud plans were cancelled. That would be why they were unsubscribed.\nHuman Agent: Do you have a computer?  Here is the direct link to the web app:    https://user.zmodo.com/login\nHuman Agent: Tap on the cloud icon on the left side of the screen, choose the plan, tap on \"subscribe\", choose the cameras you want to subscribe and enter your payment info\nCustomer: Ok please let me know why they were unsubscribed.\nHuman Agent: ZMD16EQI7511943 Brick Front , ZMD16I3I7500221 Brick Back , ZMD17G8IG905518 Harrisburg, ZMD18ECIH800114 Snickerville Front, ZMD18ECIH800192 Snickerville Side were apple cloud plan subscriptions.  We have limited info for apple cloud plans but it looks like payment didn't go through.  The cloud plans stopped renewing on Sept 30, 2024.\n\nZMD19I2IHA00917 Cw1 only had a trial of the cloud.\nZMD19I2IHA06844 Cw2 only had a trial of the cloud.\nCustomer: Ok\nCustomer: It is a total of 39.92 for the 8 cameras per month, so do I get a discount?\nCustomer: Are you still here?\nCustomer: Speak with an agent"]
["Customer: Paid for subscription- not linking to account \nCustomer: What’s the phone number to customer support \nHuman Agent: How can I assist you?\nCustomer: D/static_file/2a2efeef6a_1_20241009161733.png\nCustomer: D/static_file/0bb0abbc17_1_20241009161741.png\nCustomer: But it’s not linked to my account \nCustomer: All my cameras ask for me to pay and that there’s no payment history \nHuman Agent: It looks like you recently created this account, so the subscription is probably on the account that you used before this account. Do you know what email address or phone number you used before you created this new account?\nCustomer: Yes but it wasn’t linking either. So I figured it was bc it was a different email so I deleted it and created this one \nCustomer: I believe it was Janwadford@icloud but I don’t remember now. \nHuman Agent: The subscription would be tied to the account that you started the subscription on. So you would need to move the cameras back to that account to enable the subscription on those devices.\nCustomer: I had it there. The support told me it was bc it was two different emails. That’s why I changed it \nCustomer: And now I can’t log in w my old acct \nCustomer: I don’t have access to that old email \nCustomer: Unless you can tell me my actual email and password \nHuman Agent: I do not know the email. The email address that you gave me does not have an account associated with it.\nCustomer: I don’t know why I can’t talk to you so you can walk me through this \nCustomer: Because I deleted the acct \nCustomer: To do the new one \nCustomer: So am I out the $200 I paid for the annual subscription \nHuman Agent: You can tap on Schedule Call to make a callback appointment. You may not be able to get the subscription back if you deleted the account that the subscription is on. I am trying to find the account information to see if it still exists, but so far you have not given me account information that matches anything in our records.\nCustomer: Hold on let me see if I can find the old info \nCustomer: D/static_file/6d3492f4ad_1_20241009162908.png\nCustomer: That was my old acct \nCustomer: D/static_file/65253de22e_1_20241009162930.png\nCustomer:  That’s where I paid for it and it never linked up \nHuman Agent: Thank you. Let me take a look.\nHuman Agent: I would like one more piece of information if possible. In your Apple account, there should be a Purchase History with a list of the purchases from your account. If we can get a screenshot of that, then that would be great. Just to get the purchase history. I may be able to add the time manually to four of the cameras with that.\nCustomer: Ok hold on \nCustomer: D/static_file/68c8defabd_1_20241009163711.png\nCustomer: Is that what you want ? \nHuman Agent: Alright, I will add time manually to four of the cameras on your account. You will want to be sure to cancel the subscription in your Apple account so that it does not renew again.\nHuman Agent: Which cameras would you like the subscription time on?\nCustomer: Ok.  I have 5 cameras. I would like the subscription on all but the side yard camera \nCustomer: Carport \nShed\nBackyard\nFront yard \nHuman Agent: Okay, please give me a few minutes to add the subscription time manually to the cameras. \nCustomer: Ok thank you \nHuman Agent: To cancel the subscription open the Settings app, tap your name at the top, tap Subscriptions, find the subscription then tap on the subscription to see the cancel option.\nCustomer: Yes. I can do that. It will leave it active until the cancellation date - let me know when I can end this chat and the cameras are operating properly. Thank you again \nHuman Agent: Alright, I have manually added the subscription time to the cameras. You can cancel the subscription at any time. You're welcome.\nCustomer: Thank you so much. Enjoy the rest of you day. \nHuman Agent: You're welcome. You have a good day, too."]
["Customer: Troubleshooting\nCustomer: How can I scroll back a few days? \nHuman Agent: Hello, you've reached customer care. My name is Grant. It looks like you started a free trial for a clips plan on one of your cameras earlier today. The camera will record footage and save it to the cloud when the camera detects motion. However, the camera will only record when there is an active subscription on the camera, so there would not be any footage from before you started the subscription."]
["Customer: Help with cancellation \nCustomer: Agents\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see how you subscribed, one moment\nCustomer: Ok\nHuman Agent: On my end when I look up your account it shows you had a subscription going through apple for the processor we are not able to cancel subscriptions that go through apple or google, however it says its canceled already. If you want to check this you can check your apple subscription area to see if it shows the expiring date or not.\nCustomer: Ok I was just checking since we moved and left the cameras with the house.. wanted to make sure I did successfully cancel the service\nHuman Agent: Okay. If you want new owners to be able to use the cameras I would recommend deleting them from the account as well now that you have unsubscribed, they wont be able to be used by others while bound to an account.\nCustomer: Ok\nCustomer: Thank you\nHuman Agent: Is there anything else I can assist you with today?\nCustomer: No thank you :)\nHuman Agent: Okay, Have a good day"]
["Customer: I need to terminate my subscription as we have sold our business \nCustomer: Agent\nHuman Agent: Let me take a look at your account.\nCustomer: Hi Grant\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?"]
["Customer: End free trial not working \nCustomer: End my free trial now\nCustomer: End now not working in app, so support must end now\nHuman Agent: There is not an active Free Trial on your account. It looks like you already ended a free trial on one of your cameras earlier today."]
["Customer: Hello\nCustomer: I am contacting you about 3 issues. (1) I would like to confirm that these 2 camaras have been removed from my account as the previous agent said:Check if these 2 was removed\n55w \nJim Thrope\n\nCustomer: Ok\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: You may use this to locate the account:6096384841\nCustomer: T\nI am contacting you about 3 issues. (1) I would like to confirm that these 2 camaras have been removed from my account as the previous agent said:Check if these 2 was removed\n55w \nJim Thrope\nHuman Agent: Yes, I understand. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD19I2IHA06849\nCustomer: and\nCustomer: sorry\nCustomer: ZMD33JCE3248587\nCustomer: ZMD33JCE3248627\nHuman Agent: So, those three cameras?\nCustomer: The one ending in 49 was a mistake.\nCustomer: the correct are the one ending in 27 and 87\nHuman Agent: There was not a previous Unbind Request sent for those cameras, so we will send one now. As these cameras are already bound to another account I can contact the previous account and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: Yes\nCustomer: ZMD33JCE3248627 & ZMD33JCE3248587 \nHuman Agent: Yes, I got the Device IDs. Did you get my response? I will send it again.\nHuman Agent: There was not a previous Unbind Request sent for those cameras, so we will send one now. As these cameras are already bound to another account I can contact the previous account and request that they delete the cameras from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the devices and contact you. What is the best email to reach you?\nCustomer: The agent email me and informed me on Feb 3, 2025 that ZMD33JCE3248627 & ZMD33JCE3248587 cloud plans have been cancelled.\nHuman Agent: Canceling a subscription is different from removing cameras from your account.\nCustomer: The subscription was removed, right?\nCustomer: I want to know that I am not charged for them.\nHuman Agent: The subscription on those two devices were canceled.\nCustomer: Ok that is all I want\nCustomer: she told me that those 2 were connected to the one in the basement and I can resubscribe on March 1\nCustomer: is that correct?\nHuman Agent: Okay, so just to confirm, you do not want the cameras removed from your account?\nCustomer: Correct\nCustomer: My next issue is these 2 camera are currently down, what is the issue with them?\n\nPhilly Front:ZMD19I2IHA06849\n\nHuman Agent: There could be multiple reasons the cameras are offline. Are you there with the cameras at this time?\nCustomer: Philly Back:ZMD13CT83003085\n\nCustomer: No am not there\nCustomer: could you check if the subscription was removed?\nHuman Agent: The subscription for the initial two devices? Yes, that was canceled. The other two you just asked about are still subscribed.\nCustomer: So what could be the issue with Philly back and front?\nHuman Agent: It could be several issues. It could be network connection or power, and each of those has several potential causes.\nCustomer: So what do you suggest?\nHuman Agent: Unfortunately, you would need to be with the cameras to troubleshoot them. Then I would recommend rebooting the cameras to see if they come online. If they do not, then you may need to reconnect them with the Zink or QR Code setup. Or, if the light in the camera stays solid green, then testing a different outlet and power adapter.\nCustomer: Ok, I will try these steps, later.\nCustomer: But are you able to trouble shoot on your end?\nHuman Agent: Not with the cameras offline. There is no way to communicate with the cameras when they are not connected to the internet.\nCustomer: Ok\nCustomer: Yes I am still here\nCustomer: I will try the steps\nCustomer: later"]
["Customer: Hello I'm trying to Pay My Bill , ands it's telling Me My Password is Wrong , Which it was Not I Change anyway So now It's still Telling Me Password Is Wrong , I usually Pay through another Phone Which I Don't Have at the Moment With Me \nCustomer: I need Customer Support\nCustomer: Agent\nCustomer: \"Agent\"\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If you wish to update your payment info for the subscription you would have to login to the account, then go to the me section and tap on payment management, if it does not show the details for any reason you can also login from the web app (user.zmodo.com) then login to your account and update the payment info from there."]
["Customer: Video I saved is no longer in gallery \nCustomer: Can I have access to a video from a specific time and date over 30 days\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If you saved a photo or video it should save into your phones photo gallery if you have allowed the permissions for the app, if it did not then sadly the video is only available for 7 days once it was recorded then after that it overwrites to make room for more video."]
["Customer: I need to cancel an account\nCustomer: agent\nCustomer: agent\nCustomer: Agent\nCustomer: -1\nCustomer: I need to cancel an account but no longer have and you are about to charge our account\nHuman Agent: Hello, you've reached customer care, my name is Kylie. You are contacting as a Guest, I will need to look up the account first, what is the email or phone number for the account?"]
["Customer: Hello\nCustomer: I am having trouble to subscribe \nCustomer: How to subscribe vcr\nCustomer: What plans do you have ?\nHuman Agent: Hello, my name is Grant. There are a few subscription options. The Plus Plan records clips when the camera detects motion and saves the footage for 30 days. The Premium Plan records clips when the camera detects motion and saves the footage for 60 days. The Platinum Plan records continuously and saves the footage for 60 days."]
["Customer: Camera not working 😭\nCustomer: Trouble paying bill \nCustomer: Can they call me \nCustomer: Can't pay bill\nCustomer: Yes \nCustomer: Payment didn't go through \nCustomer: Already did that, try to deduct now from card on file \nCustomer: Can someone call me \nCustomer: I got a card on file with sufficient funds \nCustomer: Card on file has sufficient funds \nHuman Agent: Hi  my name is Wendy\nHuman Agent: Please make sure your payment method is up to date.  \nHuman Agent: On the phone app tap on \"me\" in the lower right corner, \"payment management\"\nHuman Agent: If the payment method is correct the system should try again shortly to charge you for the cloud plan subscription\nCustomer: Information correct \nHuman Agent: If the payment method is correct the system should try again shortly to charge you for the cloud plan subscription\nCustomer: Okay"]
["Customer: Set up\nCustomer: cloud subscription questions\nCustomer: i'm thinking about signing up, but i have questions\nCustomer: -1\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?\n\nCustomer: if i sign up for the platinum cloud subscription, will it go retro 30 days\nHuman Agent: No it will not, the cloud only starts recording after the subscription is started. \nCustomer: ok, is there anything that can be paid to go backwards\nHuman Agent: No, that would mean we would have to be recording footage with out your consent or knowledge, which we do not do."]
["Customer: Cancel my cloud service \nCustomer: agent\nCustomer: Agent\nCustomer: Cancel my cloud service \nHuman Agent: Let me take a look at your account.\nCustomer: Ok\nHuman Agent: Thank you for your patience. I have canceled the Yearly Premium Plan for one device on your account. The subscription is canceled and will not renew again.\nCustomer: Ok thank you \nHuman Agent: You're welcome.\nHuman Agent: Do you have any other questions?\nCustomer: No"]
["Customer: How do I watch a decent recording? My cloud recordings are constantly skipping.\nCustomer: I have excellent internet connection. It’s smoke the cloud recording. And how do I control the speed of the recording? I can’t fast forward the video ? And I mean while watching the video, not just skipping from one time to the next \nCustomer: I have plenty of storage it’s a brand new iPad \nCustomer: Can you Pkease call me? I have a difficult time typing\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Cloud records video when motion occurs or a screenshot every 10 seconds when there is no motion. The motion sections would be yellow or red would be motion video while blue would be no motion screenshots. The footage is stored on the cloud, not the device itself. You cannot fast forward video, but could do the flashback feature to see a sped up version of the day's events if you would like. \nHuman Agent: We do not have any further callbacks available for today so the next available callback would not be until Monday. I can send a button to schedule a callback if you would like, otherwise I'd be happy to help you from here now. \nCustomer: Never mind, idk why I havnt just gotten a \n Dvr years ago. I’ve always been extremely dissatisfied with this product, quality, and esp the cloud. It’s horrible. I’ve only used Zmodo bc it was given to me and I cannot afford anything else, bc my shits is always getting stolen and I can’t go back and see who does it, not the the police here would do anything. I’m going to cancel my cloud and spend the $ on a dvr. The cloud service has been a complete waste of $ for years now. I’ve had over $4000 worth of equipment stolen in 3 years and trying to go back and look at video is a waste of time. \nHuman Agent: I'm sorry you feel that way. If you'd like any further assistance in the future with your devices or service, feel free to let us know."]
["Customer: A subscribed device is no longer working.I need to replace it with a different device. How do I add new device and keep subscription \nHuman Agent: Hi my name is Wendy. \nHuman Agent: Which device is no longer working? What is the ID or name on the camera?\nCustomer: ZMD13IDE2234807\nHuman Agent: ZMD13IDE2234807 has a legacy cloud plan discount.  I can cancel this cloud plan and move the remaining cloud time to a different camera on your account that doesn't have an active cloud plan. \n\nWhen the cloud plan is cancelled unfortunately you would lose the legacy discount.\nCustomer: New device is ZMD17A6I7550080 . It was installed earlier in 2024 but has no active subscription \nHuman Agent: ZMD13IDE2234807 has a legacy cloud plan discount.  I can cancel this cloud plan and move the remaining cloud time to a different camera on your account that doesn't have an active cloud plan. \n\nWhen the cloud plan is cancelled unfortunately you would lose the legacy discount.\n\nPlease let me know if you would like me to cancel the cloud plan on ZMD13IDE2234807 then move the remaining cloud time to ZMD17A6I7550080 .\nHuman Agent: legacy discounted plans are not transferrable and no longer available.\nCustomer: I see there is a four device plan. I already have 3 devices on a plan and the device not working was on its own plan(???) \nHuman Agent: You have (3) 7-day yearly Apple cloud plan subscriptions on ZMD13E5E2001495 , ZMD13H3E2267503 , ZMD16LGI7517540.\nYou have (2) 30-day yearly Zmodo cloud plan subscriptions on ZMD13IDE2234807 , ZMD13IDE2235525.\nHuman Agent: You have (3) 7-day yearly Apple cloud plan subscriptions on ZMD13E5E2001495(sodajerk) , ZMD13H3E2267503(beer store) , ZMD16LGI7517540 (tunnel).\nYou have (2) 30-day yearly Zmodo cloud plan subscriptions on ZMD13IDE2234807*liquor front) , ZMD13IDE2235525(wine rear)\nCustomer: Yep. Will subscription continue for ZMD13IDE2235525?\nHuman Agent: Yes it would continue to auto renew unless cancelled.  \nCustomer: Okay then lets cancel plan for device ZMD 13IDE2234807 and transfer cloud to Device ZMD17A6I7550080 please\nHuman Agent: Okay one moment please\nHuman Agent: Cloud plan on ZMD13IDE2234807 has been cancelled.  The remaining cloud time has been moved to ZMD17A6I7550080.  You will have the 30-day yearly cloud plan on ZMD17A6I7550080 until it expires on Oct 30, 2025.\nCustomer: Hello \nCustomer: I was waiting for you… you typed “okay one moment please “ which usually means you are conducting a task the I would except you to respond first \nCustomer: Have you transferred the cloud to the new device?"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Solid blue not showing and cloud for device was shown paid 12/28. \nCustomer: Cloud shows expired\nCustomer: Zmodo processed the funds for that device o 12/28/24 for 12 months. \nCustomer: It was paid to Zmodo directly\nCustomer: Entrance at the web app is not working\nCustomer: Solid blue but will read the camera\nHuman Agent: Hello, you've reached customer care, my name is Kylie. What is the camera that you are unable to see the playback on? I will look up your account and the subscription now while I await your response. \nCustomer: The other camera is connected to the same network\nCustomer: The camera titled Entrance is playing back\nCustomer: Not playing back\nHuman Agent: Okay, that camera is not currently subscribed or has a subscription tied to it. \nHuman Agent: Are you able to go to the cloud section in the mobile app, scroll down to subscriptions then take a screenshot and send it to me \nCustomer: Started showing event @ 11:31:19AM\nHuman Agent: Cameras without a subscription will take short clips, they last for 12 hours from the point of creation then they overwrite to make room for more footage. \nCustomer: ZMD151B14205982\nCustomer: D/static_file/d3b549aaff_1_20250127134906.jpg\nCustomer: We would like to pay to update the cloud coverage but the app will not allow it. \nCustomer: ???"]
["Customer: Troubleshooting\nCustomer: Cloud access \nCustomer: Cloud playback is not showing up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I check your account. \nHuman Agent: It looks like all of your devices are actively recording. What sort of problem are you having when viewing your cloud playback?\nCustomer: It's just not showing up when I click on playback \nHuman Agent: Can you send me a screenshot of what you're seeing instead when you tap on playback on one of your cameras?\nCustomer: D/static_file/d31e00abec_1_20250227171735.png\nHuman Agent: Can you check to make sure your app is fully up to date?\nCustomer: That fixed it. Thank you!\nHuman Agent: Wonderful, glad to hear that fixed it. Anything else I can help you with for now?\nCustomer: No. Thank you!\nHuman Agent: Okay, have a good evening!"]
["Customer: I just updated my new information from my debit card.When are you gonna take the money out\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like your Google subscription was started 3/13/24 and is a yearly subscription so it will renew on 3/13/25 if still active at that time."]
["Customer: Customer service \nCustomer: Ok\nCustomer: I just check on my bank statements \nHuman Agent: Alright, how can I assist you?\nCustomer: I have been switched subscription to 30 days from 7 days Cloud plan. But why did they still charge me on both plan? This happened for almost a year now. I didn’t pay attention. But now, I saw that i got charged for both subscription.\nHuman Agent: The subscriptions on your account are managed through Apple accounts. You would have used two different Apple accounts to subscribe the cameras. The subscription is managed and the payment is processed by Apple. So you will want to look at the subscriptions in your Apple accounts and find the subscription that you do not want and cancel it.\nHuman Agent: To check the status of your subscription managed via Apple. Open the Settings app. Tap your name at the top. Tap Subscriptions, find the subscription then tap on it to see its status.\nCustomer: I did cancel it through the app, not Apple, i dont know how to do that neither. But i did cancel on subscription in Zmodo app.\nCustomer: But why did they charge me form both of plans?\nHuman Agent: You cannot cancel the subscription through the Zmodo app. It would need to be canceled through the Apple account used to start the subscription.\nCustomer: I don’t know how to do it\nHuman Agent: To check the status of your subscription managed via Apple. Open the Settings app. Tap your name at the top. Tap Subscriptions, find the subscription then tap on it to see its status.\nCustomer: What is Apple account?\nHuman Agent: You can cancel the subscription when you go to check the status of the subscription in your Apple account.\nCustomer: Setting of the phone?\nHuman Agent: Yes, there is a Settings app on your iOS phone or tablet.\nCustomer: Thank you. I will figure out. But what happened to the money they have been charged me for those months? Can I get it back?\nHuman Agent: Since the payment is processed by Apple, you would need to contact Apple support about any potential refunds.\nCustomer: Ok I will talk to them, thanks\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: I have deleted the 3 devices on my cloud subscription and intend to add 3 new devices to replace these as they were damaged in a recent hurricane. Can this be done or do I just lose the value of the remaining old subscription and need to create a new subscription for the new devices?\nHuman Agent: Hi my name is Wendy.\nHuman Agent: One moment I will check how you are subscribed\nHuman Agent: You can edit which cameras have the cloud plans.  Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\nHuman Agent: You can edit the 3 cloud plans to 3 new cameras.  Just make sure you setup the new cameras to this same account.\nCustomer: I’ve tried this, but the subscription is not showing the edit option\nHuman Agent: You currently have a free trial of the 7-day plan.  It will expire on Dec 18.  \nHuman Agent: You will want to wait until the cloud trial has expired then enable the plan on the camera. \nCustomer: But I have an active paid subscription for the 3 devices I have deleted and I want to use this subscription for my new devices. I’ve only added one at the moment and added the free trial for this as a temporary measure until I sort my subscription out\nHuman Agent: I could turn off the trial, then you can enable the plan on the 1 camera on your account.  would you like me to turn off the trial/\nCustomer: Yes as long as it lets me add to my current plan. I couldn’t see how to do it before\nCustomer: Can you add the new one to my current plan?\nHuman Agent: One moment please I will try to disable the trial.  After it has been disabled then you will need to enable the cloud plan on the app.  \nHuman Agent: It may take me a few minutes.  Please wait\nCustomer: I can see the edit button now on the subscription, but it errors when I try and add the new camera\nHuman Agent: I haven't completed the trial cancellation yet.  \nHuman Agent: Please wait\nCustomer: Ok - it says an error occurred, please try later when I try an add at the lomentu\nCustomer: Moment\nHuman Agent: My supervisor will need to cancel the trial, it may take a little while.  Can I email you after they take a look at it? or you can continue to wait if you prefer\nCustomer: Yes, email to pmhopkinson@hotmail.com\nHuman Agent: Thanks.  I will email you as soon as the trial has been turned off.  support@zmodo.com \nCustomer: Thank you\nHuman Agent: You're welcome"]
["Customer: I need to cancel my subscription \n\nCustomer: Agent\nCustomer: Agent \nHuman Agent: Let me take a look at your account.\nCustomer: Thank you\nHuman Agent: There are two susbcriptions on your account. First is a Yearly Premium Plan for one device and the second is a Monthly Premium Plan for 3 devices. Would you like the subscriptions for all 4 cameras canceled or are there specific subscriptions you want canceled?\nCustomer: Yes,  all 4 devices please\nHuman Agent: Thank you for your patience. I have canceled the subscriptions and they will not renew again. Do you have any questions?\nCustomer: No, thank you very much!\nHuman Agent: You're welcome."]
["Customer: Meshare is overcharging me\nCustomer: I am being overcharged and double chatged for my 2 subscriptions.\nCustomer: -1\nCustomer: -1\nCustomer: I'm being over charged \nCustomer: You're a fucking idiot. \nCustomer: -1\nCustomer: Live representative \nCustomer: Your AI is dumb. MeShare has not only over charged me $50 for my 2 subscriptions, they also double charged me on the same day. \nCustomer: In case you don't know MeShare is your cloud based subscription service for the Zmodo cameras I have. \nHuman Agent: I took a look at your account and you have the Yearly Platinum Plan for 2 devices. The Platinum Plan is $99.99 per year per device. You subscribed when there was a multi-device discount, so the second subscription is 50% off, so you are charged $150."]
["Customer: I can not see my camera records \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you referring to cloud playback?\nCustomer: D/static_file/38f05f0ce7_1_20241029144322.jpg\nCustomer: D/static_file/f5aa57d00a_1_20241029144405.jpg\nHuman Agent: It looks like you had not renewed this year so far as we can see. If you go to your Apple subscriptions, does it show an active subscription?\nCustomer: You see my picture \nHuman Agent: Yes. If you go to your Apple subscriptions, does it show an active subscription?\nCustomer: I don’t know apple subscription \nHuman Agent: You can go to your phone's settings app, tap on your name, tap on subscriptions, then do you see a Zmodo subscription listed?\nCustomer: Ok Les me see\nHuman Agent: Okay. \nCustomer: What name app\nHuman Agent: Where you can check your subscriptions? It would be your Settings app. \nCustomer: Can you send me a link to look \nHuman Agent: I cannot send you links to apps on your phone. \nCustomer: D/static_file/c2e0b81330_1_20241029145424.jpg\nHuman Agent: Are you able to check the subscriptions section I mentioned to see if it shows a Zmodo subscription? You can go to your phone's settings app, tap on your name, tap on subscriptions.\nCustomer: D/static_file/68c022b36b_1_20241029145539.jpg\nCustomer: Yeah\nCustomer: You see \nHuman Agent: Okay, it looks like you started this subscription yesterday. Did you start it in the Zmodo app or in the Apple subscription menu?\nCustomer: I don’t know \nCustomer: Maybe zmodo app \nHuman Agent: Could you try cancelling and then resubscribing in the Zmodo app to the same exact plan? As long as you choose the same plan, it will not charge again and will just resend the information from Apple to update it on our end."]
["Customer: Hello, I'm trying to get 24/7 on one of my devices and paid for service but still not able to access 24/7 data \nHuman Agent: Hi my name is Wendy\nHuman Agent: ZMD16E8I7200590 Garage looks like this camera was just subscribed.  \nHuman Agent: The camera is already starting to record footage.  \nCustomer: Hello, can we go back in time to like yesterday \nCustomer: For that specific camera \nCustomer: Is there a chance we can see all events recorded? \nHuman Agent: Paid cloud plans start when purchased\nHuman Agent: It doesn't allow you to playback footage from before the cloud plan started\nCustomer: Oh i see \nCustomer: But is there anyway we can get that \nHuman Agent: No\nCustomer: Alright thanks \nHuman Agent: You're welcome"]
["Human Agent: Hello\nHuman Agent: I need to get a video clip emailed to me\nHuman Agent: It's not letting me do it. It is either to fast or it missis detail\nHuman Agent: I did\nHuman Agent: i need a copy sent to me\nHuman Agent: support\nHuman Agent: agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is the camera you are trying tog et footage from one that has cloud service, or one that does not have cloud service?"]
["Customer: My account was charged 106.00 I was only wanting a 14 day trial which I canceled please refund immediately to avoid further legal action Thank You \nCustomer: How do I speak with an agent \nCustomer: Agent\nCustomer: The 106.99 needs to be refund to my account I only wanted a 7 day trial which I canceled \nHuman Agent: It looks like you may have canceled the subscription already, but you can double check the subscription status. To check the status of your subscription managed by Google, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to see its status.\nHuman Agent: As far as a refund, the subscription is managed by Google, so you would need to contact Google support. Google processes the payment, so we do not have your payment information and are not able to issue a refund.\nCustomer: My account was drafted by Smart Eaze for 106.99 Google said I needed to contact you \nHuman Agent: We do not have your payment information, so there is no way for us to refund the payment. I cannot even cancel the subscription through our system. That would be handled by you through your Google account.\nCustomer: Ok well I'll have my attorney file in Catawba county today for attorney fees against both you don't draft for a free trial especially for a year. Plus my time and inconvenience have a nice day \nHuman Agent: As I stated, it is not possible for us to refund the subscription since we did not process the payment and do not have payment information. Also, it looks like you started a free trial and then changed your subscription, which is what charged you. You would have had to have agreed to that charge in order for it to go through when you were subscribing. So you were notified of the charge and subscribed anyway.\nHuman Agent: You have a good day, too."]
["Customer: Please cancel account \nCustomer: Agent \nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie.  Let me look up your account to see how you subscribed \nCustomer: I subscribed through Apple and paid an annual subscription.  I’ve already cancelled it but it doesn’t expire until 09/2025\nCustomer: I sold the house \nHuman Agent: On my end it shows your subscription was going through apple for the processor before, its showing for me that its already been canceled. We are not able to cancel apple subscriptions from our end so I would like to have you check your apple subscriptions to be sure it is indeed canceled. You would go into the apple settings, click your profile, click subscriptions, then click the sub and see if it shows an expiring date, if it does not then you would click cancel. \nCustomer: It’s canceled.  If the new owner wants monitoring services how can he take over the cameras?\nHuman Agent: Sounds like you have confirmed it is canceled by your message above so your all set, the subscription will not renew.  For the future owners to use the cameras you would just delete them from your account, click live on the camera, click the settings gear in the top right, click the three dots in the top right, then click delete. You would do this for all devices still at your old home. \nCustomer: Okay thank you that’s helpful \nCustomer: Have a great day\nHuman Agent: You as well, have a great day"]
["Customer: I'm trying to pay for it but it won't let me pay for it because my free trial is expired but I don't care about the free trial \nCustomer: I'm trying to pay for cloud storage\nCustomer: It won't let me\nCustomer: How do I call support\nCustomer: Agent\nHuman Agent: Are you trying to subscribe through the mobile app on your phone or tablet? Or are you trying to subscribe through the web app?\nCustomer: The mobile app\nHuman Agent: Okay, what kind of issue are you having with subscribing? Are you getting an error message?\nCustomer: I can pull it up and like click on where it's at but it's telling me that my free trial is expired but I don't really care about the free trial I just want to pay for it\nHuman Agent: Okay, so then you will tap on Cloud and then select the subscription you want and tap on Subscribe. It will have you select the device and then tap on Subscribe and it will take you to payment.\nCustomer: I did that but it will not let me subscribe the button won't push\nHuman Agent: Can you send me a screenshot of the step you are stuck on? Otherwise, you can go to the web app at user.funlux.com and subscribe through the web app.\nCustomer: I'll just go through the web thank you\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: How do I get rid of the time graph at the bottom of the picture?\nCustomer: -1\nCustomer: How do I get rid of the clock graft at the bottom of the picture it covers up half a picture\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Agent\nCustomer: Agents \nCustomer: Lately I have found that there is a clock graph at the bottom of the picture. How do I remove that? It takes up a portion of the picture\nHuman Agent: Do you mean the timeline at the bottom that you can scroll through to go to different times?\nCustomer: Yes\nCustomer: Is it always there? Is it something new?\nHuman Agent: If you are looking at it in landscape mode, then you can tap on the screen to show or hide it.\nHuman Agent: No, that is not a new feature.\nCustomer: How do I get to the landscape mode to turn it off?\nHuman Agent: Landscape is just when your phone is sideways. Portrait is when it is upright.\nCustomer: Oh ok\nCustomer: It’s still there even when I have it in the upright position\nHuman Agent: Yes, when you have it upright, it is just going to show beneath the video.\nCustomer: So am I not explaining it right? It covers about 25% of the bottom half of the picture when I do it and then it says upgrade.\nHuman Agent: Can you send a screenshot of what you are looking at?\nCustomer: D/static_file/1128e42dcf_1_20241022135512.png\nHuman Agent: Yes, that timeline is just beneath the image. It is not covering any of the image when the phone is oriented that way.\nCustomer: Ok sorry\nHuman Agent: That is not a problem. Do you have any questions?"]
["Customer: I just unsubscribed, please confirm\nCustomer: I want to cancel my plan and close this account\nCustomer: agent\nCustomer: thank you\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account here and see how you subscribed, one moment \nCustomer: thank you\nHuman Agent: It looks like you have 1 camera subscribed, the processor for the subscription is Google, I am not able to cancel the subscription from my end due to this. You will need to cancel from the google subscriptions area. To get there, open the play store, click your google profile in the top right, choose subscriptions then tap on the subscription and chose cancel, you will know it is canceled successfully when it shows an expiring date. \nCustomer: oaky thsnk you\nCustomer: *okay\nHuman Agent: No problem, Have a great day\nCustomer: you as well\nHuman Agent: Thank you.\nCustomer: thank you I was able to unsubscribe. will we be refunded"]
["Customer: Cancel subscription\nCustomer: Ok I will\nTry that I didn’t see where it said cancel thank u\nHuman Agent: Hello, my name is Grant. The subscription on your account is managed through your Apple account. I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: Agent\nCustomer: Apple I will check there thank\nYou\nHuman Agent: If you do not have access to an iOS device currently you can follow this guide on how to cancel your subscription via Apple. https://support.apple.com/en-us/HT202039\nCustomer: Ok it worked thatnk u\nHuman Agent: You're welcome."]
["Customer: Agent?\nHuman Agent: How can I assist you?\nCustomer: My subscription isn’t working \nHuman Agent: It looks like you may not have enabled any devices on your subscription. You can enable the subscription on 3 cameras in your app.\n\nGo to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “Enable” at the bottom.\nCustomer: I can not use the cloud service \nHuman Agent: Okay, lets try to enable the subscription on your devices in the app. Do you have a Cloud tab at the bottom of your app?\nCustomer: Agent\nHuman Agent: You have already been connected with a Customer Care Agent. Are you receiving my messages?\nCustomer: No\nCustomer: My subscription isn’t working\nHuman Agent: It looks like you may not have enabled any devices on your subscription. You can enable the subscription on 3 cameras in your app.\n\nGo to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “Enable” at the bottom.\nCustomer: It is enabled on 3 devices already and I still cannot use it\nCustomer: It has been enabled and will not let me do it again \nHuman Agent: It is not showing three devices enabled. What do you see when you tap on the Cloud tab and scroll down to the bottom? Do you see your subscription listed there?\nCustomer: Yes \nHuman Agent: Alright, so what do you see when you tap on the Cloud tab and scroll down to the bottom? Do you see your subscription listed there?\nCustomer: D/static_file/e4101e4a54_1_20250227100827.png\nCustomer: Yes\nCustomer: It was working fine until I upgraded the app\nHuman Agent: Alright, can you tap on View Details? What do you see on that screen?\nCustomer: D/static_file/5e02f9d3d2_1_20250227101323.png\nHuman Agent: It looks like you just enabled the subscriptions on those devices. So they should begin recording again."]
["Customer: Customer service agent\nCustomer: Im trying to start my free 14 day trial \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Was there a part you were having trouble with? \nCustomer: Hello\nHuman Agent: Hi. Was there a part you were having trouble with?"]
["Customer: Set up\nCustomer: Yes what going on \nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: My recording is not working \nHuman Agent: It looks like both of the cameras on your account are recording properly. What sort of issue are you experiencing?"]
["Customer: My app tells me to upgrade wich I already did and Ive paid for it yet I get no extra than before I paid it still ask me to pay even tho o have can you restore my purchase \nHuman Agent: Hello, you've reached customer care, my name is Kylie. If you just subscribed the service starts from the moment it is started, not before that point, are you trying to review video from before you started the subscription at all?\nCustomer: Yes I just looked on there and don’t see it anywhere \nCustomer: Yes I’m gonna need some help with this \nCustomer: It still ask me to purchase the plan \nHuman Agent: Okay, I looke dup your account ant its showing your susbcription is going through apple, lets check in the app to see if it shows the subscription listed or not, Can you go to the cloud area, scroll down to subscription's and take a screenshot and send that to me here? \nCustomer: Yes \nCustomer: D/static_file/7c4bd3468a_1_20241126142621.png\nCustomer: This is what I get \nCustomer: Hello ?\nHuman Agent: It looks like your in the free trial area, can you go to the normal cloud section then scroll down and take a screenshot again?\nCustomer: D/static_file/2c5cd5bc33_1_20241126143454.png\nCustomer: D/static_file/85efd405e9_1_20241126143504.png\nCustomer: I don’t know where to go from here \nHuman Agent: You are currently in the account section, you would want to go to the cloud section instead then scroll down \nCustomer: D/static_file/057d3cc76d_1_20241126143836.png\nCustomer: Ok found it this is my screen shot \nCustomer: What’s sad is I paid over 6 mo ago and have never got to use it \nHuman Agent: Okay, it does show the plan there that you have the clips plan. The clips plan will show the triggered clips the camera makes and allow you to review them within the last 60 days then it overwrites, it is not continuous footage only the clips triggered on motion. You can click view details to see what devices are enabled currently for the plan. \nCustomer: If that’s the case I’ll never renew the t bc I had those same features before I ever paid the $ so this is a joke \nCustomer: It says unlimited so that is not the correct word I’m gonna report y’all to Apple \nHuman Agent: That is not correct, without the subscription the cameras only take 10 second clips that are able to be reviewed 12 hours before they overwrite. The clips plan is triggered on motion but records as long as the motion is present then when there is no motion it stops, this video can be reviewed within the last 60 days. \nHuman Agent: Unlimited is in regards to how many devices you can put onto the clips plan. \nCustomer: Every time I try to lo at anything it ask for money I’m definitely gonna enlighten Amazon with a a review too \nCustomer: I want all devices duh an so does everyone else yall use to have a great service now just a greedy con like everyone else no thanks \nHuman Agent: Normally our other plans are prices per camera, the clips plan is not and is unlimited as it states there. You are free to do as you wish."]
["Customer: Cancel service \nCustomer: Agent \nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: I think so\nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option."]
["Customer: I’d like to unsubscribe from the cloud service.\nCustomer: The cloud page does not have that option for me, but I am subscribed.\nCustomer: The page is still not working.\nCustomer: 1\nCustomer: Great! Do I have to connect to them elsewhere?\nHuman Agent: Hi my name is Wendy.  I see active cloud plans on cameras ZMD14CRDA273823 & ZMD14CRDA273885 are you wanting both plans cancelled?\nCustomer: Hi Wendy! Yes please!\nHuman Agent: ZMD14CRDA273823 is on a legacy cloud plan, if cancelled and you resubscribe in the future you will pay current cloud plan pricing.\nHuman Agent: Just let me know if you still want both plans cancelled and I will cancel them for you\nCustomer: That’s okay! I still want to unsubscribe.\nHuman Agent: okay one moment\nHuman Agent: Both plans are now cancelled.  After cancellation you will continue to enjoy access to the cloud plan until the last day of your current subscription period. After the subscription period ends, you will no longer be billed the recurring subscription fees, and your cloud recordings will be permanently deleted and will no longer be accessible to you.\n\n\n\nCustomer: Excellent! Thank you so much!!\nHuman Agent: You're welcome! have a great day\nCustomer: You too!\nHuman Agent: thanks :)"]
["Customer: Troubleshooting\nCustomer: My camera won’t record\nCustomer: It shows that it is not active but my subscription is good to Jan 5 2025\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I check your subscription. \nHuman Agent: It looks like you don't currently have the service assigned. You'll want to go to the cloud section of the app, hit view details, then hit edit next to enabled devices to assign it, then enable at the bottom once the camera is selected. \nCustomer: I have done that and say already a subscription \nHuman Agent: If it's saying you already have a subscription, it sounds like you're trying to start a new subscription rather than editing the enabled devices as I mentioned. You'll need to instead go to the cloud section of the app, hit view details, then hit edit next to enabled devices to assign it, then enable at the bottom once the camera is selected."]
["Customer: Hello, can I contact you by phone?\nCustomer: -1\nCustomer: Set up\nCustomer: I would like to pay for a year is it 49.99?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. \n\n\nHuman Agent: A year of premium service on one camera would be that price, but currently all of your cameras are offline. Would you like help with setup first?"]
["Customer: Hi \nCustomer: Suspend membership \nCustomer: Camcel\nCustomer: Cancel plan\nCustomer: Agent\nHuman Agent: Hello, my name is Grant. I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: Yes\nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option."]
["Customer: Hello, I recently moved and set up my old cameras from my old residence to my new residence. I don’t need all the cameras I had before so I only have five set up. Yesterday I bought a membership for $24.99 monthly, and I was able to access all footage in real time and playback. Last night, however, and this morning I can only access to cameras. I need to know what to do Immediately because I’m planning on going out of town today and I need camera footage. \nCustomer: I’ve done all of that, I need a representative.\nCustomer: Hello, I recently moved and set up my old cameras from my old residence to my new residence. I don’t need all the cameras I had before so I only have five set up. Yesterday I bought a membership for $24.99 monthly, and I was able to access all footage in real time and playback. Last night, however, and this morning I can only access to cameras. I need to know what to do Immediately because I’m planning on going out of town today and \nCustomer: Thanks \nHuman Agent: What do you see when you tap on Playback for the cameras? It looks like the cameras are showing as subscribed and recording now.\nCustomer: Help!\nCustomer: Representative \nCustomer: Hello, I recently moved and set up my old cameras from my old residence to my new residence. I don’t need all the cameras I had before so I only have five set up. Yesterday I bought a membership for $24.99 monthly, and I was able to access all footage in real time and playback. Last night, however, and this morning I can only access to cameras. I need to know what to do Immediately because I’m planning on going out of town today and \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I had replied to your email a few minutes ago, did you see my reply?\nCustomer: No because o thought chat would be faster. \nCustomer: Got it \nHuman Agent: Okay, let me know if you have any other troubles there."]
["Customer: My cameras are only recording like 6 secs and I can go live lost footage in between . On my end, it shows that I have a subscription to January 2025 is this correct?\nCustomer: So what do I do in the settings to make sure everything is correct\nCustomer: Everything seems correct \nCustomer: It should stay in my cloud for 7 days and it’s not holding it for 12 hours even\nCustomer: I should have 7 days cloud storage I’m getting less than 1 day\nCustomer: It’s all in order\nCustomer: What next\nCustomer: I should have 7 days cloud storage I am getting 12 hours\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. I do not see an active subscription on any camera. \n\nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\n\nCustomer: I’m subscribed till Jan 25\nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\nCustomer: Ok, they weren’t enabled, why is that\nHuman Agent: Yep looks like it \nCustomer: So is it fixed now? And if so why did they mess up\nHuman Agent: Yes if it is enabled it will start recording. It looks like you did a refund at some point via apple. When they process refunds they remove the service from devices. \nCustomer: Yes that was back in Jan when I didn’t realize what charge was for, \nHuman Agent: Okay \nCustomer: The cameras are working but don’t seem to be recording \nCustomer: The cameras are saying I don’t have a cloud plan, yet I’m paid till January \nHuman Agent: Are you able to trigger motion on any of the cameras? Please keep in mind the recording only started after you enabled it, so if you are trying to playback something from earlier than that it will not work. \nCustomer: Checking now\nHuman Agent: Okay \nCustomer: Okay, we will see if they work now, why would my cameras have been disabled \nHuman Agent: Likely when the refund was process. It is showing some recording activity can you try to playback the latest alerts\nCustomer: Weird, ok everything seems to be working, Thank You\nCustomer: i still don’t understand why it would trip odd 9 months later\nHuman Agent: It is rather strange, was the playback working before the last 7 days"]
["Customer: I am wanting to discontinue my service\nCustomer: Agent\nCustomer: Sure thing \nHuman Agent: Hello, you've reached customer care, my name is Kylie. First I want to ask a few questions, I looked up your account and it looks like you have 3 cameras subscibed are you wanting to cancel all 3 or only certain ones?\nCustomer: Are you still there?\nHuman Agent: Yes, I responded above, I said \"Hello, you've reached customer care, my name is Kylie. First I want to ask a few questions, I looked up your account and it looks like you have 3 cameras subscibed are you wanting to cancel all 3 or only certain ones?\"\nCustomer: Yes cancel all 3 please \nHuman Agent: Okay, 2 of the cameras I will be able to cancel from my end but 1 of the cameras is going through google for the processor, I am unable to cancel that cameras subscription from my end, to cancel that one you would have to cancel it from your google subscriptions area. \nCustomer: Okay will do\nHuman Agent: To get to your google subsciption area, open the play store, click your google profile in the top right, choose subscriptions then tap on the subscription and chose cancel, you will know it is canceled successfully when it shows an expiring date. \nCustomer: Okay thank you \nHuman Agent: WHile you do that I will work on canceling the other 2 cameras, let me know if you have any questions or trouble.\nCustomer: Okay I got that one cancelled \nHuman Agent: Okay perfect, I also just finished, the Backyard cam and Driveway cam are now successfully canceled, the last date of service for both of those cameras is 2025-03-06\nHuman Agent: Any other questions I can assist you with today before we go?\nCustomer: That’s all. Were you able to cancel the other 2?\nHuman Agent: Yes, I sent a message above I said \"Okay perfect, I also just finished, the Backyard cam and Driveway cam are now successfully canceled, the last date of service for both of those cameras is 2025-03-06\"\nCustomer: ?\nHuman Agent: are you able to see my messages above that have the info regarding the cancelation and that it was successful? If not I will resend the message\nCustomer: ?\nHuman Agent: are you confused by something? can you elaborate mroe what is specifically confusing about what I said above?"]
["Customer: have a issue with the cloud service\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: Hello, I have your cloud service for my external 1080p cameras. The playback will be smooth and then looks like 10seconds of skip frames and then jerky\nHuman Agent: The cloud service records video whenever motion is detected, but then a screenshot every 10 seconds when there is no motion detected so that sounds normal in that regard. \nCustomer: The network connections for both cameras are very good\nHuman Agent: Okay.\n\nCustomer: are there settings to try?\nHuman Agent: Settings to try what? As I mentioned the cloud service records video when motion is detected and a screenshot every 10 seconds when no motion is detected. \nCustomer: It should be recording continuosly\nHuman Agent: If you mean continuous video, no, that is not what the cloud service is. The cloud service has continuous intelligent recording which is the recording pattern I stated previously. \nCustomer: How long does it record when motion is detected?\nHuman Agent: It records while the motion is detected and would stop when the motion either stops or becomes minimal enough or far enough away that it is no longer detected as motion. \nCustomer: Thats my problem, the video becomes choppy and missing frames during the video recording\nHuman Agent: If the movement is minimal or far away, it may not be detecting it. Additionally it would not record motion outside of any motion detection areas you may have set. Would you be able to send me a clip where you believe it is having a problem outside of that? You may send it to support@zmodo.com and include my name in the subject line to send it to me. My name is Dillon.\nCustomer: I'll do that\nHuman Agent: Okay, thank you."]
["Customer: Troubleshooting\nCustomer: Why will my cameras no longer record for free\nCustomer: Mine all stopped doing the 10 sec clips\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Caemras that do not have cloud service will take 10 second clips which are free. The recording is not 24/7 continuous footage, that has always been something that comes with the cloud service. \nCustomer: I didnt subcribe it acts loke its forcing me to\nCustomer: I didnt Subscribe it work for several years now it stopped\nHuman Agent: to see the free clips you would not push playback, if you do that it will ask you to subscribe.  You would go to the events/alerts section to see the 10 second clips."]
["Customer: Agent\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\n\nCustomer: I'm trying to add cloud service to 2 more cameras I have but nothing seems to be working\nHuman Agent: what are the named of the two cameras you are trying to subscibe?\nCustomer: Garage west and side\nHuman Agent: Okay one moment while I look up those devices on the account. \nCustomer: I had Emma newt and driveway 1 already and had tried switching  driveway 1 with garage west and I took driveway off subscription  but didn't pit garage on it \n\nHuman Agent: On my end its showing both of those cameras are subscribed and have subscriptions on them.\nCustomer: Then I had redone a new subscription  with driveway 1 and side cameras and I got driveway back but don't have access to side or garage west and I was charged the 9.98 for 2 cameras\nHuman Agent: Can you try clicking playback on the Driveway 1 camera and the side camera and let me know if you can view the playback or not?\nCustomer: And when I pull garage and side up they say no cloud service\nCustomer: Driveway plays from 12 am and side starts at 925 in playback\nCustomer: Garage west starts at 850am\nHuman Agent: Today I do see where you subscribed 2 cameras, which was the cameras named driveway 1, and garage west. you also enabled the side camera with one of the subsciptions today as well. There would only be footage from after the cameras were subscibed or enabled.\nCustomer: Am I able to view footage from yesterday somehow\nHuman Agent: No, the cloud service does not work retroactively, once its started or enabled for a camera it starts at that point, it does not reveal or unlock previous footage. If there would have been any footage takes while the cameras were not subscribed they would be the short 10 second clips found in the alert area. For those short clips it would have a window 12 hours before the footage overwrites to make room for more, after 12 hours from the point a clip is created it will overwrite to make room for more footage, that's how the short clips work for cameras without a subscription. Now that those cameras are subscribed any future video would  be continuous and you would have a window of 7 days before the footage would overwrite to make room for more.\nCustomer: Ok, so I have 5 cameras with the cloud service ev3n though the app tells me just 3\nCustomer: Yes\nHuman Agent: Yes you have 5 cameras subscribed, You have a 3 camera subscription that are going through google for the processor, then you have 2 camera subsciptions which you subscribed today that go through us directly for the billing. \nCustomer: Ok thank you\nHuman Agent: No problem, any other questions I can assist you with today?"]
["Customer: Hi there\nCustomer: I want to cancel the 1 month plan please\nCustomer: I already sent an email and no answer\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like you're subscribed via Google so you would need to cancel from your Google subscriptions. Here is a link with more information on how to do that. https://support.google.com/googleplay/answer/7018481"]
["Customer: I need help accessing cloud video from February 2,2025\nCustomer: Is there anyway to upgrade to a 30-day cloud plan and see footage from February 2, 2025?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Subscribing starts at the point the subscription begins, it does not work retroactively for footage in the past from before the subscription was started.\nCustomer: Ok, thanks.\nCustomer: Even if we have the Sheriff's office looking for it?\nCustomer: Are you still available?\nHuman Agent: Yes, for cameras that are not subscribed, they take short clips, those short clips from the point they are made/created have a 12 hour window, after that 12 hours have passed the video is overwritten to have room for more footage so the video itself would be totally gone after 12 hours unfortunately. With cloud service the window is larger (7 or 30 day window) and its continuous instead of the short clips so there's video when there is and is not motion. \nCustomer: So do you think there is a chance video footage from 2/2/25 is available with my 7-day cloud service?\nHuman Agent: If you would like to try checking you can definitely do that, you would click playback on the camera then click the calendar bellow on the bottom right then see what days it allows you to select, but by now I believe you are a day too late for any footage from the 2nd unfortunately I think the camera would of overwritten that day by now."]
["Customer: How do I get credit on cancellation of subscription?\nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie.  Let me look up your account to see how you susbcribed\nHuman Agent: It looks like all your subscirptions are already canceled. \nHuman Agent: We do not give credit for subscriptions, once the subscription is canceled the leftover time is available to be used on the cameras until the expiration date. If you have another camera without a subscription we can move over that leftover time onto the camera but that's all that can be done with the time other then leaving it on the original camera. \nCustomer: Agent\nHuman Agent: I responded above you may not have seen the messages I said \"Hello, you've reached customer care, my name is Kylie.  Let me look up your account to see how you susbcribed\" then \" It looks like all your subscirptions are already canceled.\" then \"We do not give credit for subscriptions, once the subscription is canceled the leftover time is available to be used on the cameras until the expiration date. If you have another camera without a subscription we can move over that leftover time onto the camera but that's all that can be done with the time other then leaving it on the original camera. \"\nCustomer: I had planned to cancel my subscription at the end of December which I did online, but I did not realize you’d already taken the money out for the next year. The new year hasn’t even started. Why can’t I get the money back?\nHuman Agent: Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date. \nCustomer: This is not a good business practice, and I will no longer be doing business with you all and make sure my friends know that too\nHuman Agent: Im sorry you feel that way,  the cloud service is an auto renewing service, it has been renewing on 12/12/ since you subscribed and when renewing it sends info on the renewal date every year, it also shows clearly in the app in the cloud section when the cameras renewal date for the subscription is so there are multiple areas you could have seen this so you could have been  prepared to cancel better if you had checked there or in your emails.  \nHuman Agent: It also states in our terms of service that the cloud service is non refundable, this was agreed to when subscribing."]
["Customer: My free trial was over for 2 of my new cameras so I added cloud service. I was just charged 19.99 for the 4 cameras I have plus the original 9.99 for the 2 cameras I was paying previously. How do we fix this and ensure this does not continue?\nCustomer: I thought that’s what I was doing.. contacting an agent ..\nCustomer: Agent \nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account.\nHuman Agent: It looks like your susbcription is going through apple for the processor, on my end it shows you did have 2 cameras subscribed before, then recently upgraded and added 2 more cameras to be subscribed, whenever you change the plan it will charge you the full amount for the subscription, apple is supposed to give you a prorate afterwards, I believe it will occur the next time the subscription goes to renew but you can contact apple to ask them how that works. \nCustomer: Ok thank you\nHuman Agent: No problem.\nHuman Agent: Have a great day"]
["Customer: Cancel I did not wan to pay  21.64\nCustomer: -1\nCustomer: It was suppose to be just a trail\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I review your account. \nCustomer: IalIt was just a trial\nCustomer: I have to see how many time yall charge me\nHuman Agent: It looks like you subscribed to a 4-device monthly premium plan back in July which has been active since then. Is that what you're referring to? It most recently renewed on 12/5. \nCustomer: No I did not\nHuman Agent: Yes, in order to start a subscription like this, you have to go to the cloud section of the app, choose a plan, hit subscribe, choose the devices, it shows a total at the bottom. You then continue to payment which directs you to Google where it shows you your total you'll be charged today, the amount it'll cost on renewal, and the date of the next renewal. \nHuman Agent: Since then Google would also then be emailing you regarding renewals each month as well. \nHuman Agent: If you would like to cancel, you may do so from your Google subscriptions. Here is a link with information on how to do this. https://support.google.com/googleplay/answer/7018481"]
["Customer: Billing\nCustomer: Agent \nCustomer: Agent \nHuman Agent: How can I assist you?\nCustomer: Hi. My bill went up from $89.99 to $149.99. Can you tell me why?\nCustomer: Are you there?\nHuman Agent: Your subscription for 3 devices is $49.99 per device. The $89.99 price would have been offered through a promotion. The promotional sales are for the first billing period and billing after that is at the regular price.\nCustomer: If I cancel can I get a refund?\nHuman Agent: Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date. \nCustomer: How do I take it off of auto payment so it doesn't renew next year? \nHuman Agent: You would cancel the subscription through your Google account. You will still have the remaining subscription time that was paid for and the subscription will not renew.\nHuman Agent: Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: Yes\nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option.\nCustomer: Ok. Thank you. \nHuman Agent: You're welcome."]
["Customer: Agent\nCustomer: Agent\nCustomer: Ok\nHuman Agent: How can I assist you?\nCustomer: My storage videos are deleting after a few days.  \nCustomer: Also there are a videos I need to send to someone or save on my device I can't do it\nCustomer: Please assist \nHuman Agent: The subscription on your account is the Premium Plan which saves the video for the last 7 days. If you want to save a clip to your phone or computer you can do that by going to the Playback and tapping or clicking on the scissors icon and making a clip and then downloading it to your phone or computer.\nCustomer: So once the 7 days are done I can't retrieve the video \nCustomer: I try the scissors icon and it keep telling me download failed \nHuman Agent: Unfortunately, it only saves the last 7 days of footage to the cloud. So after that time it is deleted from the cloud and would not be retrievable. If you make a clip and save it to your computer or phone, then that clip would be available to you until you delete it from your device.\nHuman Agent: Then you will want to check your phone settings and make sure that the app has permission to access your phone's photos so that it can download the clip. And also make sure that there is storage space to save it to your phone.\nCustomer: Ok \nCustomer: Does the video go slower than the actual clip when downloaded or it's goes faster\nHuman Agent: No, it should not change speed.\nHuman Agent: You could potentially speed it up or slow it down in a video player you use to view it.\nCustomer: Can I subscribe for more days \nHuman Agent: There is a Platinum Plan available that saves the last 30 days of footage. If you change your subscription, that will only change the duration that footage is saved for the video that is recorded after you change the subscription. I just wanted to let you know in case you are trying to access footage from more than 7 days ago.\nCustomer: So after the seven days it's finished.Would it continue if I subscribe for thirty days\nHuman Agent: I'm sorry, I do not quite understand your question. The Premium Plan saves footage to the cloud for 7 days. The Platinum Plan saves footage to the cloud for 30 days.\nCustomer: K\nCustomer: Thanks \nHuman Agent: You're welcome.\nCustomer: I need footage for a burglary that took place at the house, but i'm unable to go back and i'm having trouble saving the videos\nHuman Agent: What date are you trying to get video from?\nCustomer: Feb 22 first car theft attempted and \nMarch 07, 08,09\nCustomer: The days the cops asking for footage \nHuman Agent: There would not be any footage from 2/22 since it is more than 7 days ago. You can make clips of the parts of the footage that you want to save from the other three dates in your app or from your computer on the web app."]
["Customer: I’m having issues with subscriptions on cameras I do not even have anymore at this time I only have 2 cameras and I need help linking them together and having my subscriptions for both\nCustomer: How to connect with live agent\nCustomer: ?\nCustomer: D/static_file/54195bde41_1_20250203162913.png\nCustomer: Out of these three I only have the top right the other one broke and one is not currently connected\nCustomer: D/static_file/edb5e382ce_1_20250203162952.png\nHuman Agent: I see four cameras on your account. Two cameras are online and two are offline. Which cameras are you having trouble with?\nCustomer: This one is on a thing on its own and not with the others I want them to all be together \nHuman Agent: You can edit the group on your app to add the camera to the group.\nHuman Agent: On the Home tab tap on Settings next to My Devices. Then tap on your Group and tap on Edit Group. Then you can select the cameras you want in the group.\nCustomer: Ok il try that I’m not home but cannot seem to connect one of them no matter how many times I do the qr \nCustomer: I just paid for subscription service for one camera and accidentally got for one that’s not active I want my subscriptions to be on the only two active caneras \nHuman Agent: The camera that is subscribed is the camera named \"LR - Wall\". That camera is online currently.\nCustomer: Yes that’s the one on the top right of the screen with three cameras does that have active subscription? How can I see which camera has active subscriptions I think the ones that are broken do and I don’t want that\nCustomer: I have a third I will try to set up but need to know once I do does it have a subscription on it \nHuman Agent: You can tap on the Cloud tab and scroll down to your active subscription. The camera on your account that is subscribed is the camera named \"LR - Wall\". The other three cameras are not subscribed.\nCustomer: Ok \nCustomer: It’s 4.99 a month? \nI paid a year fee not too long ago for one of them also \nHuman Agent: The Premium Plan is $4.99 per month per device."]
["Customer: Representative \nCustomer: K\nCustomer: Still having issues with one camera\nHuman Agent: Hello, you've reached customer care, my name is Kylie, Is this a new camera or one you previously had setup?\nCustomer: One I had previously set up. I’m subscribed on iCloud for three cameras and this one won’t connect to be covered in the iCloud if that makes sense.\nHuman Agent: Okay, so  the camera currently online and working but you just cant enable it onto your cloud plan is that the issue?\nCustomer: Yes. And My cloud plan is for three cameras.\nHuman Agent: You can go to the cloud section, then next to the area that says subscriptions do you see a view details or an edit options at all?\nCustomer: Let me look \nHuman Agent: Okay\nCustomer: View details \nCustomer: D/static_file/302444d3fd_1_20250107174957.jpeg\nHuman Agent: Click view details then see if it either has an edit option or click on the camera then tap on enable.\nHuman Agent: If you dont see that let me know.\nCustomer: It says no subscriptions. But my other 2 camera are recording. \nHuman Agent: Okay, to resolve this issue you would have to cancel the subscirption then resubscribe, as long as you select the same plan and pricing then it wont charge you again and jsut enable the camera. So you would go into your apple susbcirptions, cancel the plan, then go back in the app to the cloud section then subscirbe for the same plan and price.\nCustomer: K \nCustomer: How do I enable the camera? I’ve never had to do that.\nHuman Agent: We will be closing at 6PM central time which is in 6 minutes, if the chat goes over that do you want to follow up via email or would you like a callback scheduler sent into the chat now ?\nHuman Agent: You would do like I said above, when resubbing you should be able to select the cameras to enable them, but if you cant for any reason you would go to that same subscription view details area to enable cameras. \nCustomer: K. Thank you. Email is ok mickeymouse1563@yahoo.com\nHuman Agent: Okay, I will follow up via email if this doesnt resolve or it becomes 6PM, let me know if you have trouble with canceling and resubbing."]
["Customer: Customer care \nCustomer: Customer Care\nCustomer: Customer\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: I need help customer care \nCustomer: Where are customer care butto?\nCustomer: I need help with my account \nCustomer: Agent\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: I pay my subscription but the camera don’t recording and ask me about upgrade my membership \nCustomer: D/static_file/717a3e978e_1_20241204095422.png\nCustomer: D/static_file/59169db9ec_1_20241204095433.png\nHuman Agent: The Plus Plan that you are subscribed to records clips when the camera detects motion and saves that footage to the cloud for 30 days. You can go to the Alerts in the app to see the motion events that are recorded and saved there.\nCustomer: ???\nHuman Agent: What question do you have about that plan?\nCustomer: My account don’t recognize my membership \nHuman Agent: The Plus Plan that you are subscribed to records clips when the camera detects motion and saves that footage to the cloud for 30 days. You can go to the Alerts in the app to see the motion events that are recorded and saved there.\nHuman Agent: Did you receive my previous message explaining the subscription you have? I will send it again in case it did not go through.\nCustomer: D/static_file/57270431b9_1_20241204100250.png\nCustomer: Which one is the membership to record 24/7?\nHuman Agent: The Platinum Plan records continuously. If you tap on Cloud it will show the plans listed there and under Plus and Premium it says Clips, and under Platinum it says Continuous."]
["Customer: do we need to upgrade our system to get cloud storage\nCustomer: i got a notification saying we aren’t eligible\nCustomer: it said our system cannot receive close cloud subscription\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Unfortunately DVRs would not be eligible for cloud service and are not actually supported in the app so most features would not work with them if they will load at all. \nCustomer: thanks so what would you suggest?\nHuman Agent: For devices supported in the app, you would need to purchase newer devices. Otherwise you  may continue to use your DVR locally via a monitor. \nCustomer: ok the problem is our storage we don’t have enough with the system we have\nHuman Agent: Okay, yes, unfortunately that system is not supported. If you would like to get cloud storage, you could purchase devices from our website and subscribe them if you choose. \nHuman Agent: They would not be compatible with the DVR though."]
["Customer: What the phone number to customer service \nCustomer: Agent\nCustomer: I thought I paid for a continuous plan… last year I had a continuous plan and I just renewed it \nCustomer: Not sure why it just takes clips of the day to day basis \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account, we do not have inbound calling only outbound, I can send you the call sceduler if you would prefer support via the phone, im happy to assist you via the chat here though, what would you like to do?\nCustomer: If you could help to resolve the issue it’s fine \nHuman Agent: on my end it shows your subscription is going through apple, but it shows you have a plan called the Clips plan, the clips plan will only take the clips. You can double check which plan is in place in the cloud section of the app and or in your apple subscriptions area to confirm this for yourself. \nCustomer: Let me check\nHuman Agent: Okay\nCustomer: It looks like it’s clips but how can I change it to continuous? \nHuman Agent: You would have to cancel the current plan then subscribe to the continuous plan. \nCustomer: Will that be an extra cost I paid for the other one already for the year \nHuman Agent: Yes, unfortunately it is a plan change, only other thing you could do is wait for the clips plan time to end then resubscribe at that time.\nCustomer: Ok give me a second \nHuman Agent: Okay\n\nCustomer: Do I renew it with Apple or the app? \nHuman Agent: we will be closing at 6PM central time which is in 10 minutes. I can continue to assist you until 6 PM CT Via chat, I cans end you the call scheduler or I can also follow up via email if you prefer, what would you like to do?\nCustomer: It should be long \nCustomer: I’m trying to renew the subscription but do I renew it with Apple or the app?\nHuman Agent: the subscription auto renews, your subscription will go through apple if you have an apple phone\nCustomer: Ok \nHuman Agent: Okay\nHuman Agent: is there anything else I can assist you with tonight before we close?\nCustomer: Have the price change I don’t remember paying 200 for the year I think it was like 80?\nHuman Agent: The prices have changed yes. \nCustomer: Ok….thank you \nHuman Agent: No problem, Have a great night"]
["Customer: Customer agent care\nCustomer: Hi , can you check on my account just have 13 devices available \nCustomer: Not 15 devices \nCustomer: I did cancel 2 devices two days ago \nCustomer: Hi\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up the subscription to see if it shows me that info, one moment. \nCustomer: Yeah \nCustomer: They show 15 devices \nHuman Agent: It looks like your subscription is going through apple for the processor, it shows previously you had 15 cameras subscribed, its not showing a change in that plan for me but it can take time for apple to relay changes to our end, I would like to have you try checking the apple subscription area, it will show more accurate info on the subscription then what I can right now. \nHuman Agent: You would go into your apple device settings, tap your profile select subscriptions then select the sub to see how many devices it is for. \nCustomer: Are you still there \nHuman Agent: Yes, I replied, sometimes it has a bug and doesn't show, I said \"   It looks like your subscription is going through apple for the processor, it shows previously you had 15 cameras subscribed, its not showing a change in that plan for me but it can take time for apple to relay changes to our end, I would like to have you try checking the apple subscription area, it will show more accurate info on the subscription then what I can right now. \" then I said \"You would go into your apple device settings, tap your profile select subscriptions then select the sub to see how many devices it is for. \""]
["Customer: Iam close my store forever. Please close my account \nCustomer: Call what number please?\nCustomer: 1\nCustomer: Ok \nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: No\nHuman Agent: If you do not have access to an iOS device currently you can follow this guide on how to cancel your subscription via Apple. https://support.apple.com/en-us/HT202039\nCustomer: I never had go to apple to do anything.\nGive the customer service people phone number. \nHuman Agent: Apple manages all in-app purchases on their devices. That is why you have to cancel the subscription through your Apple account. \nHuman Agent: If you would like to make a callback appointment, then you can tap on Schedule Call.\nCustomer: I never sign anything with apple. \n\nCustomer: Where I have to tap is these a joke \nHuman Agent: When you started the subscription it would have had you use your Apple account for the payment.\nHuman Agent: Do you see where it says Schedule Call in the chat above my previous message?"]
["Customer: Good morning, \nPlease be advised that I have been paying for 4 camera recording and I have noticed that only 3 are recording. Driveway has been missing for recording. I would like credit for non recording camera I. Which has been paid for. \nCustomer: Thank you. Can you please provide me the customer support number?/.\nHuman Agent: Hello, you've reached customer care. My name is Grant. You can edit the enabled devices in your app. Tap on Cloud and scroll down to the active subscription. Tap on View Details and then tap on Edit. You can select which cameras you want enabled on the subscription.\nCustomer: Hello Grant,Thank you. I will try to do as you said. In the mean time I would like credit for non recording in which I have been paying for. \n\nCustomer: Please hold as try to attempt what you have instructed to do. \nHuman Agent: I am not able to issue any credits for subscriptions.\nCustomer: I have been paying for 4 camera recording and only receiving g 3 camera recording. I paid for services not rendered. How will you render non services paid for?\nHuman Agent: The subscription was available, you did not enable a camera on the subscription.\nCustomer: I disagree, like I mentioned. It was receding and then stopped not in my behalf for non recording. \nHuman Agent: I am sorry, I am not quite sure what you mean by that last sentence. You have a subscription for 4 devices, but you only enabled three devices on the subscription. What happens when you go to the Cloud tab in your app and tap on View Details for your subscription?\nHuman Agent: It looks like you just enabled the subscription on a fourth camera.\nHuman Agent: So you will have 4 cameras recording now.\nCustomer: What I meant is that it was previously recoding and I check and noticed it was not for in which have been paying for 4 camera recordings. \nCustomer: That is correct I just enable it now as uohad mentioned to do. It was perviously not recording for a couple of days in which was not on my doing as I have been trying to g to explain. \nHuman Agent: It looks like a Free Trial was started on that camera when it was first setup. But that would have expired on 3/5/2024, the same as the \"GargAly12092411:48p\" camera. \nCustomer: As I mentioned, I have been paying for 4 camera recordings and I noticed that only 3 were recording, serves were not completed as I have mentioned ed and request a credit or reimbursement for non recording will be appropriate. \nHuman Agent: I understand what you have said. The subscription was available to you after you increased the number of devices on your plan on 11/9/2024. You can enable devices and edit which devices are enabled at any time in your app.\nHuman Agent: I am not able to issue any credits or reimbursements for your subscription.\nCustomer: As I mentioned it’s the Driveway camera that I have been paying for service not rendered, Not the garage.\nCustomer: Why not? \nHuman Agent: I know, I am telling you that the camera was not subscribed and the only thing on it before was a free trial which was the same as the garage camera.\nCustomer: No, you’re wrong. I have been paying for services to Driveway camera dm I noticed it was not recoding, 4 cameras not 3 . I have pictures I snapshot of 4 cameras recoding and only receiving 3 cameras receding.\nHuman Agent: I cannot issue a reimbursement for multiple reasons. First, the subscription was available to you, it was just not enabled on the camera. You can enable devices and edit which devices are enabled at any time in your app. Second, Apple processes all in-app purchases on their devices. So we do not process your payments and do not have your payment information to issue any reimbursement.\nHuman Agent: Right, you upgraded your subscription to 4 devices, but only enabled it on 3 devices.\nCustomer: No, I said I have been paying for 4 camera and were recording all 4 with no issues until I noticed. \nHuman Agent: There was no subscription on that camera other than the Free Trial which would have expired on 3/5/2024. So you may have upgraded your subscription to 4 devices, but never applied it to the camera.\nCustomer: As I have been mentioning. I have been paying for 4 camera recording and received only 3 camera recordings. I know what I look as and reviewing my cameras on a daily basis. I know what is receding and what is not.\nHuman Agent: Yes, you upgraded from a subscription for 3 cameras to a subscription for 4 cameras. However, only 3 cameras were enabled on the subscription through your app.\nCustomer: The driveway camera was enabled and I was reviewing recoding with no issues \nHuman Agent: It does not show that on our end. Can you send screenshots of the recording that you have from that camera?\nCustomer: Like I mentioned, Grant. You seem to dismiss what I am telling you. I have been able to view previous recording for driveway and I have been paying for 4 camera recoding which included Driveway and then it was not receding this is why I have contacted customer services.\nCustomer: Hold on let me check. Ty\nCustomer: D/static_file/57ea4b35c7_1_20241210110312.png\nCustomer: That is from Dec2, 2024. I hope this can help. \nHuman Agent: That looks like a screenshot of video. That does not show what camera. It also does not show if it is from Live footage, a motion event, or continuous playback.\nCustomer: D/static_file/056b02cd49_1_20241210110454.png\nCustomer: D/static_file/7cca24cfd7_1_20241210110459.png\nHuman Agent: The screenshots of your subscription information is exactly what I have been trying to explain. You upgraded the subscription from 3 devices to 4 devices, but only had 3 devices enabled on the subscription in your app. That was why you were able to tap on Edit and enable a fourth device.\nCustomer: Here is proof that shows I have subscription paid for 4 camera and only 3 are being recorded, as I have BEen mentioning, I was able to see previous recoding for Driveway then has stopped. This is what I have been telling you, now you can see.\nCustomer: Again, I was able to view previous recoding with No issues and all of a sudden no recording with Driveway. \nCustomer: I Have Been able to view and then stopped, \nHuman Agent: Okay, do you have any screenshots that show the playback footage from that camera? You said that you check them every day, when did you stop seeing playback footage from the camera?\nCustomer: As I have been mentioning several days now. I would not have contacted you if there were no issues. \nHuman Agent: Okay, so do you have any screenshots of the Playback footage? Can you look in your app for that? I am trying to get actual information or evidence that it was providing you with playback footage. Because it does not show that on our end. And so far everything that you have done in the app and everything else that you have said, matches up with you upgrading the subscription from 3 devices to 4 devices, but only having 3 devices enabled on the subscription in your app.\nCustomer: It’s only letting me go back as far as 12/8/2024.\nHuman Agent: Okay, so you have events from 12/8/2024? You will get the motion events on the free basic plan, which is what the camera is on when it is not subscribed to a continuous recording plan.\nHuman Agent: Or do you have continuous footage from 12/8/2024?\nCustomer: I am disappointed. Like I mentioned and You are completely dismissing what I am telling you. \nHow many times do I have to keep repeating myself. \nI have been able to view previous recording until couple of days. Paying for 4 camera recording which was driveway and stopped. \nI did as you instructed me to do and enable it today which as I have Been telling you. I Was able to view recordings to driveway with not issues. \n\nCustomer: No from 12!/8/2024\nHuman Agent: I understand what you have been saying and I am trying to get information or clarify what you are seeing. When you say you had been able to view video from before, are you going to the Events tab at the bottom? Or are you tapping on Playback and seeing continuous footage for the whole day?\nCustomer: D/static_file/2a5fb246af_1_20241210112322.png\nCustomer: I just feel so disappointed. I have been explains my self repeatedly and seem like your dismissing and not believing what I have contacted you for. \nHuman Agent: Okay, yes, those are motion events. The camera would record those without a subscription. So when the camera is not subscribed, it will take short clips of video when it detects motion. When the camera is subscribed, it will record continuously, whether there is motion or not.\nCustomer: I agree and I understand that. AGAIN, \nI was ABLE to view previous recording with no issues and all of a sudden No recording yet I have been paying for 4 camera recording and noticed only 3 recoding. \nCustomer: For Driveway. \nHuman Agent: I understand what you are saying. It seems there may be some confusion about what the cameras do without a subscription and what they do with a subscription. So far, all of the information you have provided matches up with what we see in our system. \n\nYou upgraded the subscription from 3 devices to 4 devices, but did not enable a fourth camera on the subscription. You are still getting motion events from the camera since that is provided for free without a subscription. And with the subscription enabled, you will now be able to view continuous recording.\nCustomer: ???\nHuman Agent: Did you receive my message? I will send it again.\nHuman Agent: I understand what you are saying. It seems there may be some confusion about what the cameras do without a subscription and what they do with a subscription. So far, all of the information you have provided matches up with what we see in our system. \n\nYou upgraded the subscription from 3 devices to 4 devices, but did not enable a fourth camera on the subscription. You are still getting motion events from the camera since that is provided for free without a subscription. And with the subscription enabled, you will now be able to view continuous recording.\nCustomer: There is No confusion. \nI was able to view recoding not the motion events with no issues. \n\nHuman Agent: Okay, so I am asking for anything that shows that. So far everything you have given me matches up with what we see in our system. That the camera was on a month Free Trial that expired on 3/5/2024 and was not subscribed to record continuously after that until you enabled it earlier in our chat.\nCustomer: This is why I contacted customer services. \nI have been having these cameras for many years and I know the difference of motion recording and continuous recording. \nLine I have been mentioning. I was able to view Driveway camera continuously Not Motion and I know and understand the promotion subscription. \nHuman Agent: Okay, so all of the information I have shows that the camera was not subscribed to record continuously. So far, all of the information you have provided matches up with that. I am asking for information that shows that the camera was set to record continuously before. There would not be much we could do anyway if you were able to provide that since, as I mentioned previously, the subscription is managed through your Apple account so we do not have your billing information. At best we may be able to add additional time on the camera, but I would need information that showed the camera was recording and stopped recording without you changing anything in order to even start looking at that as an option.\nHuman Agent: Everything you have given me shows that the camera is working as it is supposed to without a subscription. And then you were able to edit the subscription without any issues and the camera is now recording properly once the subscription was enabled."]
["Customer: Troubleshooting\nCustomer: My cameras are just taking still shots now they are not recording\nCustomer: can i speak with a live agent \nHuman Agent: The cameras on your account are not subscribed to a Cloud Plan, so they would not record continuously to the cloud.\nCustomer: they were on a plan before is there a reason they are not now?\nCustomer: what plan do i need to get them all to record?\nHuman Agent: The cameras on this account have not been subscribed. It looks like you started a one month free trial of the Premium Plan on 4 of the devices. That would have been a continuous recording and the footage would have saved for 7 days, but that free trial is for one month.\nHuman Agent: You  can tap on the Cloud tab at the bottom of your app and see our subscription plans. There is the Premium Plan and the Platinum Plan.\nCustomer: ok is the price per camera or for all of them?\nHuman Agent: The subscriptions are per device.\nCustomer: Oh wow that is too expensive \nCustomer: ok i will have to see about getting cameras from another service company \nHuman Agent: I understand. Do you have any other questions?\nCustomer: no \nHuman Agent: Please do not hesitate to contact us again if you have any questions in the future. Have a good day."]
["Customer: Camera not able to playback\nCustomer: -1\nCustomer: Customer service\nCustomer: I have this issue happen often. I need you to reset my camera as the playback is stating no footage available at this time. \nCustomer: I have 24/7 service. Anytime there is a glitch or something in the wifi it stops recording continuously. \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Resetting the camera will not correct this issue your experiencing with playaback, are you experiencing this playabck issue with all the cameras or is it only with a specific camera?\nCustomer: GilinGreet and side of house cameras. I have to contact you guys to reset the camera and then it works \nHuman Agent: Okay, this issue can be resolved typically with only a reboot of the device so before we do the extreme and reset the device I would like to try restarting it. For that you would disconnect the camera from power, press and hold the doorbell button until the lights go out then reconnect the camera to power again.  Once its back online and you see the solid blue light let me know.\nCustomer: I’m not at home\nCustomer: I don’t want to do the extreme I just need you to remotely restart it\nHuman Agent: Okay once youa re at home then you can do the reboot and cotnact us again.\nCustomer: No \nCustomer: Please remotely restart \nCustomer: They do this for me each time \nHuman Agent: A sinple restart from my end will not correct the issue it would need rebooted by draining the device from all power to resolve the issue.\nCustomer: The doorbell has a battery\nCustomer: So I have to wait for it to die?\nHuman Agent: You would follow the instructions I sent earlier into the chat to reboot the doorbell. \nHuman Agent: It will not just die unless you disconnect it from power as its a wired device. \nCustomer: Ok so not draining it I was confused by the draining it of its power \nCustomer: This power cycle fixes it for good or will this keep happening as it usually does?\nCustomer: Usually the remote restart that your team does will fix it for a few weeks \nCustomer: I hate that it does this why does it do this in the first place?\nHuman Agent: I can try to do a reboot from my end for you but if it does not correct the issue you would have to reboot it there directly. \nCustomer: Usually the reboot your team does fixes it for a few weeks but then it happens again. I wish it wouldn’t happen at all. I would love to know the cause? Is it if I reboot my router? \nHuman Agent: It's generally related to connection issues. So if a device keeps going in and out repeatedly like this it's normally due to poor signal, or poor upload speed.\nHuman Agent: When your with the camera again we can try troubleshooting more in depth with you to see if we can help find what could be causing this issue as there are tests we can have you run with the network to check the speed and signal strength."]
["Customer: Hello . Wondering if you are having problems with the cloud?\nCustomer: assistance\nCustomer: Troubleshooting\nCustomer: -1\nCustomer: Cloud\nCustomer: -1\nCustomer: Set up\nCustomer: customer service\nHuman Agent: How can I assist you?\nCustomer: I am inquiring about the cloud. Is it currently down? None of my cameras have been recording today\nHuman Agent: No, there is not currently an issue with the cloud. What do you see when you tap on Playback for your cameras?\nCustomer: A blank screen. There has nothing been recording since 9 am on all of my cameras\nCustomer: \"no footage available during this period?\nHuman Agent: It looks like they may have stopped, and it looks like \"Camera 1\" may have started recording again, but the others have not. Can you check \"Camera 1\" for me? I will sync and restart the other cameras.\nHuman Agent: Syncing the camera and restarting it typically resolves that issue. It usually will start showing you footage within 10 minutes, but can sometimes take up to 60 minutes for the camera to record a small backlog of footage before it shows in the app.\nCustomer: I have restarted all of the cameras\nCustomer: How do you synce the cameras\nHuman Agent: It is something I have done on my end. Did you get my first message about \"Camera 1\"?\nCustomer: Yes camera 1 is working/recording\nHuman Agent: Alright, good. I have synced and restarted the other cameras. Syncing the camera and restarting it typically resolves that issue. It usually will start showing you footage within 10 minutes, but can sometimes take up to 60 minutes for the camera to record a small backlog of footage before it shows in the app.\nHuman Agent: So keep an eye on the Playback from those cameras to make sure it starts showing you footage.\nHuman Agent: The Live Chat support will close in 9 minutes. If we run out of time, then I will send you an invitation to schedule a callback.\nCustomer: camer2 is still not woring\nCustomer: all of the other ones have the coverage\nHuman Agent: As I mentioned in my previous messages, it usually will start showing you footage within 10 minutes, but can sometimes take up to 60 minutes for the camera to record a small backlog of footage before it shows in the app.\nCustomer: ok i will keep an eye on it and I will reach out on it. Why did it stop recording for/\nCustomer: What caused it to stop recording?\nHuman Agent: I cannot say why it stopped for certain. The fact that all of the cameras stopped and one came back later, make it likely there was a network connection issue with the cameras and after that resolved, one of the cameras started recording again, but the others just needed to be synced and restarted.\nCustomer: ok. thank you\nHuman Agent: You're welcome.\nHuman Agent: The Live Chat support will be closing for the evening. You can tap on Schedule Call to make a callback appointment if you have any other questions."]
["Customer: What is the phone number for customer support?\nCustomer: Agent\nHuman Agent: You can tap on Schedule Call to make an appointment. I would also be happy to assist you here in the Live Chat support.\nCustomer: I want to cancel my subscription but am unable to do it through the app.\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: Yes\nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option.\nCustomer: Thank you.  It worked.\nHuman Agent: You're welcome."]
["Customer: Agent\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: I’m trying to set up payment on my device but every time I try it shows mistake\nHuman Agent: What is the error message that you get when you try to subscribe?\nCustomer: It says some tinny went wrong\nHuman Agent: Okay, can you send a screenshot of the error message so that I can see what error message you are getting?\nCustomer: Some thing went wrong\nHuman Agent: Alright, are you able to send a screenshot of the error message that you see when you try to subscribe the camera?\nCustomer: D/static_file/6fbabe76e1_1_20241022105613.png\nHuman Agent: Okay, so it looks like you are using an iOS device. Are you trying to subscribe through the Smartz Eaze app?\nCustomer: Yes\nHuman Agent: Then you will want to check your Apple account and check the payment method that you have set there. Apple processes all in-app purchases on their devices. So the error may be with a payment method setup in the Apple account you are trying to use.\nHuman Agent: You can also try uninstalling and reinstalling the app on your phone.\nCustomer: Ok thanks\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: My camera defaulted \nCustomer: -1\nCustomer: Customer service \nHuman Agent: How can I assist you?\nCustomer: My cameras defaulted to 8/5/24 date\nHuman Agent: Which camera are you having trouble with?\nCustomer: Attic kitchen bedroom cameras all defaulted to 8/5/24 date\nCustomer: The recordings went back to that date on deleted the newest ones. \nCustomer: *and\nHuman Agent: It looks like you had a Clips Plan on those cameras, so there may only be motion events from 8/5 still saved since without the subscription it only saves the clips for 36 hours. Can you tap on Live for one of those cameras?\nCustomer: The subscription had nothing to do with the default. All of the newest clip are not there. \nHuman Agent: I know. What I am saying is, the subscription expired on 8/5. Those recordings from the Clips Plan save for 60 days. So there would still be clips from 8/5. After it expired, the clips only save for 36 hours.\nCustomer: And my main camera. \nCustomer: Ok but my recent recordings were deleted. \nHuman Agent: They only save for 36 hours.\nHuman Agent: They do not save for 60 days like the clips that were make with the Clips Plan do.\nCustomer: Ok thanks. \nHuman Agent: You're welcome."]
["Customer: Hello, my name is Charlie. I recently had to reconnect one of my cameras because I changed internet providers and the Wi-Fi changed. But now nothing is saving in cloud and I paid for a 1 year subscription with auto renewal. Can you look into this?\nCustomer: I have done all of this. You need to make sure, I'm not going to pay for another subscription when I already have. When I look into it it wants me to pay again. I'm not going to do that. I will cancel first.\nCustomer: Give me a number that I can talk with a live person please\nCustomer: This is a joke. I'm just going to cancel and go with a different set up. You have been no help to me at all. Have a good day.\nCustomer: \"Agent\"\nHuman Agent: You can change which camera is subscribed on your account by editing the enabled devices in your app. \nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “Enable” at the bottom.\nCustomer: Yes, how do I cancel the subscription all together?\nCustomer: Hello\nCustomer: Agent\nCustomer: \"agent\"\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: yes\nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option.\nCustomer: sorry I'm having trouble finding it.\nHuman Agent: Alright, do you see your profile icon in the top right corner of the Google Play Store?\nCustomer: yes\nHuman Agent: Okay, and when you tap on that do you see Subscriptions?\nCustomer: yes\nHuman Agent: And what do you see when you tap on that?\nCustomer: Ok, I found it. Thank you for your help\nHuman Agent: You're welcome."]
["Customer: I need help transferring my cloud membership to a new camera. \nCustomer: -1\nCustomer: how do I reset the old camera\nHuman Agent: Hello, you've reached customer care, my name is Kylie. For your subscription, there is not a way to totally move the previous subscription onto another camera, However I can move the leftover cloud time from the camera onto another one for you, this means that camera will have the service but will not be able to renew, on the end service date you would have to resubscribe the camera to continue the service. \nHuman Agent: The only camera I currently see subscribed on the account right now is the camera named \tbackdoor2, is that the camera you are wanting to move the time from or another camera? \nCustomer: I recently just paid for the yearly subscription. That will be great option. As you said once the subscription has expired I will resubscribe.  \nHuman Agent: The only camera I currently see subscribed on the account right now is the camera named \tbackdoor2, is that the camera you are wanting to move the time from or another camera? \nCustomer: Yes, and move it to backdoor3 which is the new camera I purchased from you. \nHuman Agent: Okay, it will take me one moment to move that time over to the backdoor 3 camera, one moment. \nCustomer: Okay, great! \nHuman Agent: I moved the time over now, the camera backdoor3 will have the time for the subscription until 2025-11-28, on that day it will be the last date of service and will not renew so you would need to resubscribe before the end of that day to continue the service. \nHuman Agent: Also, if you for any reason delete the camera from the account and re add it, it will effect the time on the camera and take it away. Contact us again if that happens and we can put the leftover time back onto the camera once again. \nCustomer: Perfect, thank you. I am extremely happy with the service. \nHuman Agent: Fantastic, is there anything else I can assist you with today?\n\nCustomer: I will keep that in mind. For now, I am satisfied with your service. Thank you again! \nHuman Agent: Great, thank you as well. Have a good day"]
["Customer: How much is it for a year for the two cameras I have hooked up already\nCustomer: Call customer service\nCustomer: Agent\nCustomer: Agent\nCustomer: Agent\nHuman Agent: The Premium Plan is $49.99 per device and the Platinum Plan is $99.99 per device. You can tap on the Cloud tab at the bottom of your app and it will show you all of the features and pricing for the subscriptions."]
["Customer: Is there a way i can have access to footage from one day prior? \nCustomer: If I was not subscribed but just subscribed is there a way I can get access \nCustomer: Can I get footage sent from previous day when I wasn't subscribed needed for insurance purposes \nCustomer: Do you guys have access to the footage so it can be sent to me \nHuman Agent: Hello, you've reached customer care, my name is Kylie.  Cameras without a subscription at the time of the instance would of only taken a 10 second clip, after 12 hours have passed that clip will overwrite to make room for more footage even if you have subscribed as the clips was created when not subscribed. \nHuman Agent: the subscription starts at the time you begin it and does not apply to video from before the subscription."]
["Customer: Can someone tell me what my expiration date is and how to sign up and pay to continue this plan?\nCustomer: They cancelled my plan when I was having trouble with cameras and email support from zmodo said I would have to renew but I do t know when this one expires or what is similar to what I have now\nCustomer: I am currently looking at my cameras on your app right now. I want to keep those same devices and carry on with what I’ve been doing for several years. I’m just not sure how to pick the plan like this and pay to have it for a year. \n\nCan someone please help me so that. Thank you so very much\nHuman Agent: It looks like the subscription is set to expire on 12/8/2024. You can see that in the Cloud tab in your app or in your Apple account. You can also resubscribe at any time.\nCustomer: Ok can you walk me through re subscribing. Is the rate the same?  \nHuman Agent: Yopu can go to your Cloud tab and select the subscription and resubscribe. You may also be able to resubscribe by going to your Apple account and restarting the subscription. To check the status of your subscription managed via Apple. Open the Settings app. Tap your name at the top. Tap Subscriptions, find the subscription then tap on it to see its status.\n\nCustomer: When I go to cloud it just ask if I want the free trial. I’m quite happy just want to rest scribe to what I have now\nHuman Agent: You may also be able to resubscribe by going to your Apple account and restarting the subscription. To check the status of your subscription managed via Apple. Open the Settings app. Tap your name at the top. Tap Subscriptions, find the subscription then tap on it to see its status.\nCustomer: Ok it did come up with the renewal for 49.99 and renewing on December 8. Will I now use the smarts Eaze app or continue to look at my zmodo app to see my cameras. \nHuman Agent: You can continue to use the Zmodo app.\nHuman Agent: I did not realize you were in the Smartz Eaze app. That would be why you were having trouble in the app.\nCustomer: Ok. If I wanted to go to a plan that shows more than the 10 second clip what would be the next best most reasonably priced for me with 10 cameras?\nCustomer: Zmodo told me I would have to go to your app to renew?\nCustomer: They said you controlled all the plans now!?  I’m confused??  Just want to make sure I roll over on the correct day and so t lose all my connections\nHuman Agent: You can use either app to view the cameras. You cannot renew a subscription from the Zmodo app in the Smartz Eaze app.\nHuman Agent: If you renewed the subscription and it says that it will renew in your Apple account, then the subscription will renew.\nCustomer: D/static_file/05d7568c40_1_20241122161036.png\nCustomer: So I’m ok?\nHuman Agent: It says it is going to renew.\nCustomer: Thank you so very much\nHuman Agent: You're welcome."]
["Customer: I can not see 3 of my cameras recordings even thought the renewal subscription expire until 05/01/25.\nCan you please help in resetting them up?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I check on your account. \nHuman Agent: Okay, which 3 cameras are you having trouble with?\nCustomer: Driveway, garage and patio\nHuman Agent: Okay, and if you hit playback, can you send me a screenshot of the issue you're experiencing there where it won't show you the footage?\nCustomer: No I can only see the trash camera recordings \nHuman Agent: Okay, and if you hit playback, can you send me a screenshot of the issue you're experiencing there where it won't show you the footage?\n\nCustomer: D/static_file/166c0da6b9_1_20250303172525.jpg\nHuman Agent: Okay, and if you hit playback, can you send me a screenshot of the issue you're experiencing there where it won't show you the footage?\n\nCustomer: D/static_file/d316cf1a73_1_20250303172738.jpg\nHuman Agent: That seems to be a screenshot from the camera that is working. Can you send a screenshot of what happens when you go to that area on one of the other cameras where it isn't working?\nCustomer: No matter what other camera want to see, it will show mw only the tras camera.\nCustomer: That is the only one I can see \"TRASH CAMERA\"\nHuman Agent: So you tap on an event for another camera and it takes you to the trash camera? Right now it shows you have your cameras in a group so you would normally use the drop down option at the top to select the other cameras if hitting playback on a group, but when tapping on events themselves in the events section of the app, that would typically take you to the correct camera already. \nCustomer: I normaly open a live camera and if I want to see the recordings for that specific camera I can see it by clicking on the @ icon without seen the other recording cameras\nCustomer: Seem to me that the app has change the settings\nHuman Agent: I see what you're saying and will get it reported to our developers. In the meantime in the app once you're at playback, you can still use the drop down option at the top to swap which camera you're viewing playback on. \nCustomer: Yes.\nI open the group, then I select one, then I click on playback for that specific camera  so I can see the recordings for that camera only.\nNow it is no possible to do that anymore. I can see all the evens in all cameras if I hlt the group twice.\nHuman Agent: If you hit the drop down at the top, you can still swap to your other cameras. Otherwise for it revering to the first camera thing, I'll get that reported. \nCustomer: Right now I am getting a hard time opening all the cameras as a group to see them alive.\nThe only way to do it is by closing the app and reopening it\nHuman Agent: What sort of issue are you having when you hit live on the group otherwise?\nCustomer: I do realy appreciate your help.\nI have things to do.\nI will check later on to see if this get corrected.\nThank you very much.\nCustomer: I can not open the cameras as a group.\nProvably because our current chat connection\nHuman Agent: Okay, when you get time, please reach out with more information on what sort of issue you have when hitting live. Have a good evening. \nCustomer: Please let me know if I have to update the app\nCustomer: Thanks again!\nHuman Agent: I would generally recommend just keeping the app fully updated. If you turn on automatic updates, you can keep that way automatically. \nCustomer: Ok"]
["Customer: Agent\nCustomer: I paid for a 1-year plan in July but now it's not showing up in my account?\nCustomer: D/static_file/0715ca8564_1_20240924131032.jpg\nHuman Agent: I took a look at your account. It looks like you had a Clips Plan on the camera, but canceled that subscription and then started a Premium Plan on that camera. When the Clips Plan expired, it deactivated the subscription on the camera. I turned the subscription back on and it should start recording again.\nCustomer: Thank you so much That's what I figured happened\nHuman Agent: You're welcome.\nCustomer: It's still not showing recording but maybe it'll take a few minutes\nHuman Agent: It usually starts showing footage within 10 minutes, but it can take up to 60 minutes to get a small backlog of footage before the app starts showing the footage."]
["Customer: cancel my accoount\nCustomer: agent OR A PH#\nCustomer: AGENT\nCustomer: CANCEL MY ACCOUNT\nCustomer: YES\nCustomer: ARE WE STILL THERE\nCustomer: AGENT\nCustomer: WOULD LIKE TO CANCEL MY ACCOUNT\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I check your billing. \nHuman Agent: I've assisted with cancellation so it will not renew further. You'll still have the full service time you've already paid for. \nCustomer: NO MONEY WILL BE TAKEN OUT OF THE CC\nHuman Agent: Nothing further unless you would resubscribe in the future. \nCustomer: DO YOU REFUND AND THE ACC.\nHuman Agent: No, you still have the service you have already paid for. \nCustomer: HAW LONG IS IT GOOD FOR\nHuman Agent: You have active service until 1/1/25. \nCustomer: OK THANKS\nHuman Agent: No problem, anything else I can help you with for now?\nCustomer: NO IT LOOK LIKE WE ARE GOOD TO GO.\nHuman Agent: Okay, have a great day!"]
["Customer: High, since my subscription expired, I am no longer getting the short clips for alerts. No video available. Live works and the is pictures for the alerts.\nCustomer: That's incorrect \nCustomer: Agent\nCustomer: Ok. Are you a real person?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Yes Im a real person, How can I assist you today?\nCustomer: Hi, did you read what I said up above?\nHuman Agent: Yes I see it, is this occurring for each of the cameras, or only certain ones?\nCustomer: Just the one that's called Front something \nCustomer: The other ones are fine\nCustomer: It started when the subscription ran out\nHuman Agent: Okay, I found the issue, When the plan expired and ended it did not tell the system that it had so it was behaving as if it was still subscibed, while not actually being subscibed. I was able to correct this. Can you try to get this camera to create a new event by rebooting the camera, then once online walk infront of it to get it to create a clip?\nHuman Agent: Once it makes the clip I can have you click on the new one and see if it shows properly or not.\nCustomer: Thanks. It works again. My daughter checked on her phone \nHuman Agent: Fantastic, thank you for contacting us so we could help you resolve the issue. Any other questions before we go for the day?\nCustomer: Are there any discounts for subscriptiona in the future?\nCustomer: subscriptions\nCustomer: ?\nCustomer: Well, thanks for your help. Got to go now\nHuman Agent: we do have discounts periodically, usually around holidays or special events. \n\nHuman Agent: If you want to keep an eye out for those when you go to the cloud section, there's an area that says Deal on the top right where you can see all the deals going on, the more major deals also typically pop up on the home page as well I have found."]
["Customer: I currently pay a subscription fee for Camera 3, but the camera broke. Can you please transfer that subscription to Camera4? Thanks \nCustomer: How do I talk to a live chat agent?\nHuman Agent: You would edit the subscription in your app. Tap on the Cloud tab at the bottom of the app. Scroll down to the subscription and tap on View Details. Tap on Edit and you can change which camera is enabled on the susbcription.\nCustomer: Thx \nHuman Agent: You're welcome."]
["Customer: Agent\nCustomer: Thank you I am trying to get a refund to the original payment password. You all charged me for a subscription that I had canceled a long time ago I keep getting disconnected so please call me at 229-531-0350 if need be\nHuman Agent: It looks like the subscription was managed through your Apple account. Since Apple processes the payments for in-app purchases on their devices, you will need to contact Apple support to see about the status of a refund.\nHuman Agent: If you want to schedule a callback, then you can tap on Schedule Call to make a callback appointment.\nHuman Agent: If you want to schedule a callback, then you can tap on Schedule Call to make a callback appointment."]
["Customer: Troubleshooting\nCustomer: Zmodo has taken a payment of 99.99 from my account.  mu zmodohas not worked in almost a year.  I need this canceled nad my money returned\nCustomer: this is the yearly subscription which I did not know I had\nCustomer: I don't do the cloud\nHuman Agent: Hi my name is Wendy.  What is your account email/phone so I can check how you are subscribed?\nCustomer: White Sands Buddhist Center not sure of phone either 407-832-5228 or 407-832-5227\nCustomer: my name is Charlotte Henderson\nHuman Agent: There isn't an account under either phone number.  Do you know what email/phone you login to the app with?\nCustomer: I just want my 99.99 refunded the cameras no longer work\nCustomer: my receipt came to jronaldhen@aol.com\nHuman Agent: ok let me check that one moment\nHuman Agent: No accounts or cloud plans under  jronaldhen@aol.com.  On the email you received does it list the device ID on the camera?\nHuman Agent: The ID will start with ZMD\nCustomer: I can't reach the camera try charrontash7@aol.com\nHuman Agent: Thanks.  Your cloud plans are through your Apple account.\nHuman Agent: I am unable to cancel the subscription on my end, as you are subscribed via Apple but you can follow this guide on how to cancel your subscription via Apple. https://support.apple.com/en-us/HT202039\n\nCustomer: I will call the bank and report as fraud\nHuman Agent: I can't cancel apple plans for you, you would want to login to your Apple account to make sure you cancel the plans so they no longer renew\nHuman Agent: To avoid future billing, you must cancel your subscription before the next renewal date. Cloud subscription plans are not eligible for refunds. After cancellation you will continue to enjoy access to the cloud plan until the last day of your current subscription period. After the subscription period ends, you will no longer be billed the recurring subscription fees, and your cloud recordings will be permanently deleted and will no longer be accessible to you.\n\nCustomer: you are saying you can't find an account how am I going to log into one\nHuman Agent: You would want to login to your Apple account to cancel the cloud plans\nHuman Agent: That way they will no longer renew. \nHuman Agent: The plans are connected to the aol email\nHuman Agent: I said I can't cancel the plans for you because they are through your Apple subscriptions.  You can cancel them by following the info in this link:  https://support.apple.com/en-us/HT202039"]
["Customer: I was wandering if I can switch cameras cameras. I didn't want full record on my back camera. I wanted it on my front camera \nCustomer: I would like My cloud plan for the front yard camera not the backyard camera\nCustomer: My cloud plan\nCustomer: 1\nCustomer: I need to switch cameras\nCustomer: Talk to an agent please \nCustomer: Hello\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You can swap it to another camera by going to the cloud section of the app, hitting view details on your subscription there, then edit the enabled devices to assign it to whichever camera you would prefer it on. \nCustomer: I tried I think I'm doing something wrong\nHuman Agent: Okay, what part are you having trouble with?\nCustomer: Yes\nHuman Agent: Okay, what part are you having trouble with?\n\nCustomer: I switched it but now it's saying I don't have a cloud plan\nCustomer: D/static_file/9cfaae5a97_1_20240919152139.jpg\nCustomer: D/static_file/8ff9bd540f_1_20240919152222.jpg\nHuman Agent: That is for footage from before you made the swap. The camera only starts to record cloud footage after it is subscribed or assigned. So you would need to wait a few minutes for new footage sine you moved it, then check that footage. \nCustomer: Thank you so much fir the help\nHuman Agent: No problem."]
["Customer: Trying to pay my subscription please give me a phone number 😫 \nCustomer: Troubleshooting\nCustomer: Agent \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. We do not have inbound phone support, but you may schedule a call for a future date via the button below. Otherwise I'm happy to help you from here as well. Are you trying to start a new subscription currently?\nCustomer: Renew old subscription as my old debit card was compromised so I'm going to pay with my temp card issued by my bank until my C reg card comes in\nHuman Agent: Okay, you can either subscribe in the app via Google again (you would update your billing information via Google. I'll provide a link on how to do that below) or otherwise you may also log in via user.zmodo.com and subscribe there which is the system your current subscription is through. \n\nhttps://support.google.com/googleplay/answer/4646404"]
["Customer: Set up\nCustomer: Me están.cobrando suscripción anual y mis cámaras ya no tienen uso como puedo desactivar el pago \nHuman Agent: Hola mi nombre es Wendy.  Un momento mientras reviso tu cuenta para ver cómo estás suscrito.\nHuman Agent: No puedo cancelar la suscripción por mi parte, ya que usted está suscrito a través de Google, pero puede seguir esta guía sobre cómo cancelar su suscripción a través de Google. https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid"]
["Customer: Troubleshooting\nCustomer: I am trying to figure out how to set up continuous feed for both of the cameras I have. My subscription says I have clips for 2 devices but my front porch camera isn’t letting me see anything other than live feed \nHuman Agent: Hello, you've reached customer care, my name is Kylie. To get continuous you would cancel the clips plan then subscribe to the continuous plan."]
["Customer: Agent\nCustomer: Agent \nCustomer: Customer care agent \nCustomer: I subscribe today for 1 of my home cameras, I cannot view live records\nHuman Agent: Hello, you've reached customer care, my name is Kylie, Let me look up your account, what is the name of the camera you subscribed?\nCustomer: D/static_file/e6ddb299fa_1_20241105095534.png\nCustomer: D/static_file/dce5b59d15_1_20241105095541.png\nCustomer: Manuel Moran \nCustomer: Room camera \nCustomer: It says I have a subscription, then when I try to view it says no subscription \nHuman Agent: I do not see a subscription currently enabled on any of the cameras currently, it looks like your subscription is going through apple, are you able to go into your apple account to the subscription area and see if it displays the subscription there? \nCustomer: D/static_file/054034b8c5_1_20241105095941.png\nCustomer: How do I enable subscription on a camera, I thought I did that \nCustomer: This is what I see\nHuman Agent: It looks like the subscription is not enabled on any of the camera and the app is not registering that you have any cameras subbed. To resolve this what you will have to do is cancel the subscription there in the apple settings, then go back to the app and through the subscribe process, if you select the same plan then select a camera it should not charge you for the subscription again it will just assign the subscription to the camera properly. \nCustomer: D/static_file/1bfa026892_1_20241105100908.png\nCustomer: D/static_file/442185bb54_1_20241105100921.png\nCustomer: If I subscribe will I be charged \nCustomer: And if I do , will I be paying twice \nHuman Agent: No, it should not charge you again as long as you select the same plan. \nCustomer: Why do I get a black screen when trying to view \nCustomer: D/static_file/8af9966a72_1_20241105101326.png\nCustomer: D/static_file/f0687b0e4b_1_20241105101505.png\nCustomer: Why do I get this \nHuman Agent: When you go to the cloud section does it show the Room camera is enabled for the plan?\nCustomer: Ok I got that .\nCustomer: How about the black screen\nHuman Agent: Did you have to enable the camera to the plan from the cloud section?\nHuman Agent: The camera was just now enabled so footage from this point onward is able to be viewed, the previous video from before it was enabled may not be viewable because it was not enabled at that time to the subscription. It will allow you to see the 10 second clips within the last 8 hours but the areas in blue will be black as the camera was not enabled before to the plan in the system."]
["Customer: Seeing if my payment went well for October it says Google one for premium \nCustomer: Well it's just say my payment is nov 30 but just did one now so seeing if went through \nCustomer: 1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see how you subscribed. \nHuman Agent: it looks like you have one camera subscribed, the processor is google, are you able to check your google account subscription's to see the billing details? I am unable to see that information on my end due to them being the processor."]
["Customer: I need to cancel my subscriptions.\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. To be clear, you want all of them cancelled?\nCustomer: Yes please, we moved and left the cameras.\nHuman Agent: Okay, one moment. \nHuman Agent: Alright, they've been cancelled so they will not renew further. Is there anything else I can help you with today?\nCustomer: That is it, thank you!!\nHuman Agent: No problem, have a good weekend!"]
["Customer: Had a cpl questions about subscription \nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: I have subscription that's good till Dec 9th an its saying I'm not \nHuman Agent: One moment as I look into your subscription. \nCustomer: Thank u \nHuman Agent: It looks like you had started a subscription, but then recently had also done a trial for a different plan which was cancelled so that service time was removed. If you go to the cloud section of the app, hit view details on your 1 month plan, then hit edit next to enabled devices, can you assign it to your two cameras?"]
["Customer: Hi,I'm getting charged for something that I cancelled over a year ago\nCustomer: How can I speak with an agent\nHuman Agent: Hello, my name is Grant. I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: Yes\nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option."]
["Customer: Cancel subscription \nCustomer: Agent\nCustomer: I want to cancel my subscription. It says I signed up with and android device, which I have never owned and android device, so not sure what to do?\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  It looks like you have 2 devices subscribed currently, are you wanting to cancel the sub for both devices?\nCustomer: Hello?\nHuman Agent: Yes, I replied above\nHuman Agent: I said\n\"Hello, you've reached customer care, my name is Kylie.  It looks like you have 2 devices subscribed currently, are you wanting to cancel the sub for both devices?\""]
["Customer: Subscription was paid. Cloud service is not working\nCustomer: Customer service\nHuman Agent: Hello, you've reached customer care, my name is Kylie. What occurs when you click playback on the camera you subscribed?"]
["Customer: I am trying to cancel all my subscriptions and can't seem to complete \nCustomer: Agent\nCustomer: Agent\nCustomer: Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see how you subscribed, one moment. \n\nHuman Agent: It looks like for the subscription the processor is Google, I am not able to cancel the subscription from my end due to this. You will need to cancel from the google subscriptions area. To get there, open the play store, click your google profile in the top right, choose subscriptions then tap on the subscription and chose cancel, you will know it is canceled successfully when it shows an expiring date. \nHuman Agent: Let me know if you have any trouble with canceling or have any questions."]
["Customer: Hello,\n\nFor several days now, I have been trying to cancel my subscription for my home cameras, but it is impossible. The app only allows me to upgrade to a higher plan, and it directs me in that direction—cancellation is not an option. Today I noticed that you are still charging money from my account, even though I cannot do anything about it. I didn’t want to pay for another month, especially for December. I didn’t intend to pay for the subscription anymore. \n\nPlease do something about this and cancel the last payment. I am unable to do this via phone or your website.\"\n\n// Anatol \nHuman Agent: Hello, my name is Grant. Please give me a moment to take a look at your account.\nHuman Agent: I see a Monthly Premium Plan for three devices on your account. It looks like you started the subscription through the web app, so you can cancel it by going to the web app at user.zmodo.com. I can also cancel the subscription for the three devices if you would like me to.\nCustomer: All attempts have failed, and I am still experiencing an issue. I cannot cancel my subscription either through the app or the website.\nCustomer: Yes, I would like to cancel the subscription on these three devices. Can you help me with this? Thank you in advance.\nCustomer: D/static_file/7b950a71fc_1_20241209093247.jpg\nHuman Agent: Alright, let me take a look.\nCustomer: This is what my screen looks like on my phone, and it's similar in the web browser. The circle keeps spinning, and nothing else happens\n\nCustomer: Ok\nHuman Agent: Thank you for your patience. The subscription on the devices has been canceled and will not renew again.\nCustomer: I understand. And what about the payment that was charged today via PayPal? Will it be canceled and refunded, or how does it work?\nHuman Agent: Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date.\nCustomer: As I mentioned in the messages above and in the email I sent (which didn’t reach you because your email address supposedly doesn’t exist), I’ve been trying to cancel my subscription for several days. The circle keeps spinning endlessly, and today you charged the payment. If the subscription had been successfully canceled, the payment wouldn’t have been taken.\nHuman Agent: What email did you send your email to? Our support email address is support@zmodo.com.\nCustomer: D/static_file/72ec18a77b_1_20241209094326.jpg\nHuman Agent: Our support email is support@zmodo.com\nCustomer: Ok. I got that email from the PayPal subscriptions page. Apparently, it wasn't your email address, but rather one for a different customer service department.\n\n\nCustomer: I guess that was my mistake. Thank you for your help, and I wish you a nice day.\nHuman Agent: IT is likely an email setup for the payment processor, but not our customer support. You're welcome. You have a good day, too."]
["Customer: I want to unsubscribe\nCustomer: From my subscriptuion\nCustomer: I want to unsubscribe from my subscriptions\nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like for the subscription the processor is Google, I am not able to cancel the subscription for you from my end due to this. You will need to cancel from the google subscriptions area. To get there, open the play store, click your google profile in the top right, choose subscriptions then tap on the subscription and chose cancel, you will know it is canceled successfully when it shows an expiring date."]
["Customer: Customer service number \nCustomer: Have a number to call\nCustomer: There is a glitch in my subscription. I got it once to record 24/7 and so did you. But it stops working. Plz advise \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your accoutn for mroe detials on the susbcription, We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\nCustomer: I tried to schedule it gacve me a time slot but it wouldn’t send\nCustomer: If you can resolve this I’m going issues would be fear \nCustomer: Would be great \nHuman Agent: I sent the call scheduler into the chat here again, when you fill it out do not put any spaces or dashes in the phone number and also be sure to include the area code. \nCustomer: I can’t schedule because your send button doesn’t work \nHuman Agent: Can you take a screenshot of the area where it gets stuck for you in the scheduling and send it to me here?\nCustomer: Sure one sec \nCustomer: Resend the link \nHuman Agent: sent the scheduler again \nCustomer: D/static_file/bcbc321a72_1_20241120161822.png\nCustomer: See it won’t high light to send to schedule call \nCustomer: Just fix my ongoing non recording problems plz you guys fixed it yesterday and it stopped working \nHuman Agent: as I said in an earlier message, no dashes or spaces in the phone number, take those out and it will let you submit it \nCustomer: One sec I didn’t see that sorry \nCustomer: Re send link plz\nHuman Agent: Sent it again for you\nCustomer: Got it thank you. Are you maybe able to fix it?\nHuman Agent: I can try to assist you, On my end it shows that your subscription is going through apple for the processor, we cannot move or alter apple subs on our end, When you go to the cloud section of the app, does it show this camera is enabled on the plan?\nCustomer: Let me check \nHuman Agent: Okay\nCustomer: Do you have instructions how to see \nCustomer: I don’t know exactly what I’m looking at \nHuman Agent: In the app you would go to the cloud section, scroll down to subscriptions, then see what it says there \nCustomer: Ok one sec \nHuman Agent: Okay\nCustomer: On fun lux it says limited access to photos when using app\nHuman Agent: can you take a screenshot of where you see that and send it into the chat for me here?\nCustomer: ok one sec\nCustomer: D/static_file/8926aa402f_1_20241120163336.png\nCustomer: D/static_file/9ed6890e2f_1_20241120163343.png\nHuman Agent: your not in the right area, right now your only in your phones settings. You will want to check the actual app itself. \nCustomer: My apple iCloud app doesn’t show funlux\nCustomer: D/static_file/d69485d73c_1_20241120163801.png\nCustomer: D/static_file/08afa4b6a5_1_20241120163816.png\nCustomer: D/static_file/2c5408143a_1_20241120163824.png\nCustomer: D/static_file/3598893373_1_20241120163831.png\nHuman Agent: not sure if you saw my message above, \"your not in the right area, right now your only in your phones settings. You will want to check the actual app itself.\"\nHuman Agent: also to check your apple subscriptions in your apple account, you would click on your profile first, then select subscriptions there. I-cloud is not the same as our Cloud service. \nCustomer: You there?\nHuman Agent: Yes, I sent messages above, are you unable to see them?\nCustomer: I want in the actual app I also went into my cloud \nCustomer: I guess I’m not seeing what you sent it doesn’t alert me\nHuman Agent: Heres what I sent above \"not sure if you saw my message above, \"your not in the right area, right now your only in your phones settings. You will want to check the actual app itself.\" then I said \"also to check your apple subscriptions in your apple account, you would click on your profile first, then select subscriptions there. I-cloud is not the same as our Cloud service. \"\nHuman Agent: iCloud is not our cloud service, that's something entirely different with apple. \nCustomer: D/static_file/e0bba4709a_1_20241120165117.png\nCustomer: When I open it it has places to pick 4.99….. but I already paid so I need to select one \nHuman Agent: Okay, Can you please check where I said earlier in the app in the cloud section? You are not in Funlux, you are in your phones settings in the wrong area I wanted you to check. \nCustomer: That doesn’t exist \nCustomer: The cloud I sent you everything \nHuman Agent: Yes, it does. Open the Funlux app, then go to the Cloud section at the bottom, it has a Cloud icon. \nCustomer: One sec \nHuman Agent: Okay\nCustomer: D/static_file/8136d6512c_1_20241120165524.png\nCustomer: I did this and it doesn’t let me \nCustomer: I did it the very first day I talked to yal\nCustomer: Then you guys fixed it \nCustomer: Then it broke again right away \nHuman Agent: can you go back one step, and tell me if it shows this camera as already enabled or not? if it is not then I can do a Cloud clear so you can try to enable it again. \nCustomer: Ok one sec\nHuman Agent: Okay\nCustomer: I must be retarded I don’t see camera settings in the Funlux app\nHuman Agent: Please don't use Vulgar language in the chat, if you do so again I will stop the support and close this chat. \nCustomer: That’s not a vulgar word. But sorry \nHuman Agent: It is indeed a very vulgar word to use in the context you did. Press this issue further and I will stop the chat. \nCustomer: I said sorry \nCustomer: Pls help me fix my problem. \nHuman Agent: That does not excuse what was said previously as you denied what I said it was, then apologized, that is what is called a Non apology and is not genuine. \nHuman Agent: For where to go, you would go to the Funlux app, to the cloud area, scroll down to where it shows the subscription and it will show if any cameras are currently enabled there. \nCustomer: It won’t let me enable it or reset the cloud \nCustomer: D/static_file/01472b7b8c_1_20241120170848.png\nCustomer: See the bottom of photo \nCustomer: Says error occurred \nHuman Agent: You are still not in the area I asked to see if it shows already enabled or not. Please refer the the last message once more. \nCustomer: D/static_file/a5ed08976f_1_20241120171242.png\nCustomer: D/static_file/c8b1aef066_1_20241120171256.png\nCustomer: If they’d not it I will need a screen shot what I’m looking for thank you \nHuman Agent: Aright perfect, what you would want to do is go back to your cloud subscriptions in your apple account where you were earlier and saw the subscription, choose the option to cancel the subscription, then return to the app and resubscribe, As long as you choose the same plan and amount of cameras as you previously had subscribed it will not charge you again and will enable the camera properly. \nCustomer: Ok well I had accidentally paid for both will that be a problem \nCustomer: One sec\nHuman Agent: No, that will not be an issue, you funlux subscription in your apple subscription area shows it is for one device, just make sure to still only subscribe one device to the same plan and it will not charge you again. \nCustomer: Thank you I hope it works \nHuman Agent: On my end it shows the camera as now subscribed which means the plan is now enabled on it. \nHuman Agent: you can try to move Infront of the camera to create an event then wait a few minutes and try to click playback to view the footage if you would like to test it."]
["Customer: Troubleshooting\nCustomer: It says my cloud service has expired but Its on autopay and I was charged for it. \nCustomer: No I want my cloud service \nCustomer: Real person \nHuman Agent: Let me take a look at your account.\nCustomer: Hello, my cloud service says expired but I was charged for all of my cameras last month \nHuman Agent: I am still looking through the devices, but it looks like you removed devices from your account and those are subscribed. There are cameras on your account that are not subscribed. The subscriptions are tied to the cameras and do not automatically move between devices.\nCustomer: I mean just the other day I had no problem with any of my cameras being connected to cloud \nCustomer: Yesterday was the first day I noticed this happen \nCustomer: I have 5 cameras up and running that I have had no issue with accessing the cloud for a long while now \nHuman Agent: It looks like you have 2 devices that you removed from your account that are subscribed. There are three cameras on your account that are not subscribed any longer. The subscriptions on those three devices tried to renew several times in June and failed to renew. Those subscriptions would have expired and canceled since they failed to renew.\nCustomer: I was charged 22.50 last month accounting for all 5 cameras so I’m not understanding.  \nCustomer: I understand what you’re explaining but I have also had cloud access with no issues for sure up until last week at minimum \nHuman Agent: On 8/27 there was a charge for 1 device for $4.99, that camera is not currently on your account. On 8/28 there was a charge for 1 device for $4.99, that is the Garden Area camera. On 9/2 there was a charge for 1 device for $2.49, That is the 3d Printer camera. On 9/11 there was a charge for three devices, those are the Front and Garage cameras and one camera that is not currently on your account.\nCustomer: Ok.. the other cameras that had the billling issue did they happen to tk get charged ti 0699\nCustomer: Garage, front, back of house, back fence \nHuman Agent: I can try to see. Did you subscribe them again after the subscription expired back in June?\nHuman Agent: The cameras named Garage and Front are currently subscribed and did not have an issue with their renewal.\nCustomer: They’ve been on auto pay since forever but those 4 cameras specifically have all had access to the cloud with no issues until at least last week\nCustomer: Could they have expired and just not updated or something? \nCustomer: I know some of these cameras were grandfathered in to the 2.49 price renewal for cloud, did I lose that?\nHuman Agent: No, as I said, the cameras named Back Fence and Back of House failed to renew in June. And Garage and Front are still subscribed and recording.\nHuman Agent: Any new subscriptions would be at the regular price, but the Back Fence and Back of House cameras were already being charged at the regular $4.99 price.\nCustomer: Hello?\nHuman Agent: Did you receive my responses? I will send them again.\nHuman Agent: No, as I said, the cameras named Back Fence and Back of House failed to renew in June. And Garage and Front are still subscribed and recording.\nHuman Agent: Any new subscriptions would be at the regular price, but the Back Fence and Back of House cameras were already being charged at the regular $4.99 price.\nCustomer: Ok thank you \nHuman Agent: You're welcome."]
["Customer: I need a receipt for my latest renewal\nHuman Agent: HI my name is Wendy.  You would have been emailed the cloud receipts around Sept 6, 2024.  Did you check your email for your cloud receipt?\nHuman Agent: You can also find it in your Apple purchase history\nCustomer: I need a detailed receipt. Cloud just shows my new renewal date. Is it possible to get a new email\nHuman Agent: We have limited info for Apple cloud plans.  I can email you the receipt we have but it is very basic.  Apple emails you a subscription receipt.  Did you check your email?\nHuman Agent: or you could contact Apple and ask them to send it to you again if it was deleted."]
["Customer: Troubleshooting\nCustomer: Having problems setting up my ca\nCustomer: From the very beginning light is all red with a blue light \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera or one that was previously setup in the past?\nCustomer: I tried different wall and different wires \nCustomer: One that was set up before \nHuman Agent: Okay, earlier you said to Mira that the lights were blue and red, are the blue lights flashing or is it a solid blue?\nCustomer: Ok one camera red light all around with a blue light another camera à green light another camera à blue light.     You name it I got it \nHuman Agent: Okay can you send me the cameras ID numebrs and tell me which has what lights since you have such a variety, the ID numbers will be on each cameras sticker and start with ZMD or GSG.\nCustomer: Model zp-1BH23-w   Green light\nZmD16lg175553444.   Blue light\nNo tag.                Red lights blue light in the middle\nCustomer: I gave you the model number \nHuman Agent: I was not able to look up that device with the ID number, perhaps there are some typos, would you be able to send a picture of the sticker for me to double check that?\nHuman Agent: also is the blue light solid or flashing?\nCustomer: Solid \nHuman Agent: We will be closing at 6PM central time which is in 10 minutes. I can follow up via email if you prefer, Sent a callback scheduler so you can schedule a callback for tomorrow or we can just chat until 6PM what would you like to do?\nCustomer: Call tomorrow \nHuman Agent: Let me know if you have any trouble with submitting a callback for tomorrow. \nHuman Agent: All the times are for Central time zone as we are in central IL, keep that in mind when waiting for the call."]
["Customer: Agent \nCustomer: D/static_file/eecd370325_1_20250109113245.png\nHuman Agent: You can edit the enabled devices in your app. Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “Enable” at the bottom."]
["Customer: Set up\nCustomer: If I upgrade to a continuous plan will it be able to playback ?\nCustomer: So if I upgrade now will it be able to play back last night continuously?\nCustomer: Can you assist me with upgrading?\nCustomer: The app isn’t allowing me to upgrade since I am already subscribed to clips\nHuman Agent: Hello, my name is Grant. The cameras only record continuously to the cloud when there is an active Continuous Plan subscription on the camera. Right now, you have the Clips Plan, so changing that subscription would not give you continuous footage from before you start the Continuous Plan. Unfortunately, there would not be any continuous footage from yesterday.\nCustomer: Thank you. \nCustomer: -1"]
["Customer: Cancel\nCustomer: Agent\nCustomer: Cancel subscription \nCustomer: Ok\nHuman Agent: Hello, my name is Grant. I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?"]
["Customer: Hello\nCustomer: Hello, I have been trying to cancel my subscription, and cannot for my three camera's\nCustomer: Agent\nCustomer: agent\nCustomer: thank you\nCustomer: agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see how you susbcribed.\nHuman Agent: It looks like you have the subscription through apple, I am not able to cancel the subscription from my end due to this. You will need to cancel from the apple subscriptions area. To get there, open the apple settings, click your  profile, choose subscriptions then tap on the subscription and chose cancel, you will know it is canceled successfully when it shows an expiring date. \nCustomer: I have to look\nHuman Agent: Okay\nHuman Agent: anything else I can assist youw ith today?"]
["Customer: I need to speak with someone \nCustomer: I want to cancel my contract \nCustomer: Agent \nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: Yes\nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option.\nCustomer: Ok"]
["Customer: Cloud service stopped and I’m still paying for it!!\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like you have the subscription through apple, its currently not assigned to a camera and if you want to do that you would go to the cloud section, scroll down to subscriptions, then tap view details then select a camera to enable it, or you would click edit then click a camera and tap enable, if you want to cancel the subscription though I am not able to cancel the subscription for you from my end due to it going through apple. You will need to cancel from the apple subscriptions area. To get there, open the apple settings, click your  profile, choose subscriptions then tap on the subscription and chose cancel, you will know it is canceled successfully when it shows an expiring date. \nCustomer: I have had this cloud service for about a year now. I’m still paying you but you cut off the service!!!\nCustomer: Can someone call me!?\nHuman Agent: We have not cut off the service, you just need to enable the service from the cloud subscription area. It has not been assigned to a camera. \nHuman Agent: We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: Where is the cloud section on the app?\nHuman Agent: The cloud section, is in the area with the cloud on it in the app.\nCustomer: That doesn’t help me\nHuman Agent: Well im sorry you are having trouble navigating in the app.\nCustomer: Looking at the app I see no link to the cloud. No icon, nothing \nHuman Agent: Send me a screenshot of where you are at when you are looking from the app\nCustomer: D/static_file/24370411dd_1_20250303105246.png\nHuman Agent: Okay, Click Store, then navigate from there to the cloud area. \nCustomer: D/static_file/9d602174a5_1_20250303105728.png\nCustomer: It looks like it wants me to start a new subscription. \nCustomer: I don’t know why my camera was disabled!\nHuman Agent: Please hit view details there. \nHuman Agent: From there you can hit edit next to enabled devices to assign your service to your device. \nCustomer: D/static_file/f5257ea7d0_1_20250303110407.png\nHuman Agent: I apologize, it looks like it is the Change Device button. \nCustomer: Ok\nCustomer: Ok got it!  But why was it disabled ?\nHuman Agent: It looks like you had cancelled the subscription in January, then resubscribed. It appears you resubscribed from Apple though rather than in the app so there is not a menu in Apple's subscriptions to select a camera. With that, you'd need to go into the app to decide which camera you want to assign service to. \nCustomer: I never did that \nHuman Agent: All I can see is that it was cancelled and then resubscribed. We do not have the ability to cancel from our end and resubscribing via Apple directly rather than in the app would result in this sort of case where it isn't assigned until you pick a camera. \nCustomer: I enabled it but I’m still not getting stored data. \nHuman Agent: The recording starts from the time it was enabled. There would not be earlier footage since it was not recording earlier. \nCustomer: No I’m looking at current time and it’s only recording a few seconds \nHuman Agent: When there is no motion the camera takes a picture every 10 seconds then compiles that into a video, since you just enabled the camera there will be very little recorded, you can try moving and creating motion Infront of the camera for it to have more to record as with motion its continuous recording, otherwise you can also give it time to review more footage.\nCustomer: You’re coming close to losing a customer!\nHuman Agent: I replied above, are you unable to see my message?\nCustomer: Well, what did your message say?\nHuman Agent: I said \"When there is no motion the camera takes a picture every 10 seconds then compiles that into a video, since you just enabled the camera there will be very little recorded, you can try moving and creating motion Infront of the camera for it to have more to record as with motion its continuous recording, otherwise you can also give it time to review more footage.\"\nCustomer: I know that, of course! And it has been tested with motion and it only records a few seconds and then stops just as it did before I had cloud service. Come on!\nHuman Agent: Once the camera is enabled the service on tat camera begins to record, If you would like to try triggering the camera for motion and test it you can unplug the camera, and plug it back in then once its back online again (has a solid blue light) move Infront of it, I would advise moving for a minute or so, then try to review the playback to see if its recorded your motion after that. If it does not please let me know. \nCustomer: How about Fuck You!"]
["Customer: Hi can not view past footage \nCustomer: My screen looks different than previously. I don’t see a button for playback.\nCustomer: Cannot find the playback button\nHuman Agent: Hello, my name is Grant. If you are in the Smartz Eaze app, then at the top you should see the live footage from the cameras. You can tap on the camera view at the top. Then at the bottom right corner there will be a Cloud icon that you can tap on to get to the Playback."]
["Customer: Agent\nCustomer: Please call.. 407 416-0803 \nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\nCustomer: The instructions to swap a device on the subscription doesn't work.  I need to swap a device.\nCustomer: If you can't help, please send to the call scheduler\nCustomer: The app won't allow me to swap devices \nCustomer: Kylie??? You there?\nCustomer: Hello?\nCustomer: Agent\nCustomer: -1\nCustomer: Kylie, are you there??\nCustomer: -1\nCustomer: Call scheduler \nCustomer: Customer care agent\nCustomer: OMG.    Hello please connect we with someone.\nHuman Agent: What are the names of the cameras you are trying to move the subsciption from?"]
["Customer: My subscription says expired but you guys changed me. We didn't want the subscription to renew\n\nCustomer: How do I reach them\nCustomer: Give me a way to talk to customer support \nCustomer: Agent\nCustomer: Ok, I'm just trying to understand how to cancel a subscription, and also why I was charged, and it says subscription is expired. I'm trying to get my money back from where I was charged and cancel the subscription is what I'd really like.\nHuman Agent: To check the status of your subscription managed by Google, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to see its status.\nHuman Agent: If it is not already canceled, then you can cancel the subscription there.\nCustomer: Ok but yiu guys say expired and just charged my account 199.99 on 1/17/25 I'd like my money back\nHuman Agent: Where are you seeing that the subscription is expired? It shows both of the cameras on your account are currently subscribed.\nHuman Agent: Does it tell you that the subscription will expire on a certain date?\nCustomer: Yes next month \nCustomer: I'm asking you to help me cancel the subscription and debt my money back you can see they haven't been used since August\nHuman Agent: Okay, so that means it is not expired yet. When they are canceled, you will still have the remaining subscription time that was paid for.\nHuman Agent: Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date. \nCustomer: Our business failed and I'm trying to get the money back because I have a baby that's been in NICU \nCustomer: I'm asking for your help because I didn't expect this money to come out, and I have no use for these cameras \nCustomer: So you can't help me by canceling and refunding a partial amount?\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Google. You can cancel it by going to your Google account in your Google Play Store if you have an Android device signed in to the account used to start the subscription. \nHuman Agent: If you do not have access to an android device currently you can follow this guide on how to cancel your subscription via Google. https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid\nHuman Agent: I am not able to issue a refund on the subscription.\nCustomer: I'm asking for a little help i was in the hospital with my baby in NICU when these charges came through\nCustomer: How is it that yiu can't help when yiu can clearly see i haven't used the cameras?\nHuman Agent: I am sorry to hear that, unfortunately, cloud service charges are non-refundable.\nHuman Agent: I cannot see that you clearly have not used the cameras since August. It shows the last 7 days of activity, so I would only be able to see the last week of online or offline activity.\nCustomer: Ok well you can see that\nHuman Agent: Yes, but me being able to see the last week of activity does not have any bearing on canceling the subscription or refunding the subscription.\nCustomer: And should be able to help me with some sort of refund even if it's half of the money\nCustomer: I'm asking for a partial and to help me get rid of ot now. \nCustomer: I'm really not asking for much. \nHuman Agent: I understand what you are asking for. Unfortunately, the answers would not change. You can check the status of the subscription and make sure it is canceled in your Google account. And cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date. \nCustomer: Again I was in a hospital not knowing if my son was going to make it\nHuman Agent: I understand, and again, I am sorry to hear that. However, you can cancel the subscription at any time prior to renewal if you do not want it to renew.\nCustomer: I'm on the app and there is no where to cancel the subscription \nHuman Agent: You do not cancel the subscription in the Zmodo app. As I mentioned, you would cancel it through your Google account. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: D/static_file/3d4c39a592_1_20250206135401.jpg\nCustomer: That shows it expired on 2/6/25\nHuman Agent: You do not cancel the subscription in the Zmodo app. As I mentioned, you would cancel it through your Google account. Do you have an Android device currently signed into the Google account associated with the subscription?"]
["Customer: What is the corporate phone number for Zmodo customer service?\nCustomer: This fn app keeps freezing up.  Why?\nHuman Agent: There is not a number that you can call in to, buyt you can tap on Schedule Call to make a callback appointment.\nHuman Agent: There is not a number that you can call in to, but you can tap on Schedule Call to make a callback appointment.\nHuman Agent: There could be different reasons your app is freezing. If it is freezing, you can try restarting the app and the phone. Otherwise, you can try to uninstall and reinstall the app.\nCustomer: And why I am being stalked by Vault?  Screwing up my viewing on rewind\nCustomer: I've done all you recommended twice\nHuman Agent: The Vault Plans are separate from the Playback in the app. What do you see when you tap on Playback for the camera?\nCustomer: And only one of my 3 cameras are working at all\n\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I see \"you do not have vault storage....blah blah blah:...\nHuman Agent: Lets take a look at it now.\nCustomer: No. It's mounted on the Moffett way up\nHuman Agent: Lets work on one thing a time rather than jumping between the different issues. What part do you want to start with?\nCustomer: The vault b.s.\nHuman Agent: Okay, can you go to the Home page of your app and tap on Playback? Then can you tell me exactly what it says or send a screenshot of the error?\nCustomer: I just did.. it says verbatim;  \nHuman Agent: It does not say \"blah blah blah\" or have \"....\" in the message.\nCustomer: \"You currently have no vault service (then I can't read the next sentence as it is overlaid on the camera info)\nHuman Agent: Is that when you tap on Playback on the Home screen? Or is that when you tap on a motion event from the camera?\nCustomer: Both\nHuman Agent: Okay, can you take a screenshot of that error message and send it to me either in the chat or to support@zmodo.com?\nCustomer: I click on an event and when I enlarge the screen on fast playback, this message shows and I can't pause the playback or do anything.  It just freezes up.\nCustomer: It won't let me screen shot. \nCustomer: But it goes on to say; \nHuman Agent: What happens when you press the side power button and the volume down button at the same time on your phone?\nCustomer: Subscribe now to store all your images and videos. ....\nCustomer: Bixby voice comes up\nHuman Agent: That sounds like an issue with your phone then if it is freezing and bringing up your voice command. I would recommend turning the phone completely off and turning it back on. Not just locking the phone and unlocking it.\nCustomer: Done that\nCustomer: Ok I got a screenshot \n..how do I get it to you?\nHuman Agent: You can tap on the camera icon in the chat and send it here or send it in an email to support@zmodo.com\nCustomer: Did u get it?\nHuman Agent: Did you try to send it in the Live Chat? No image has come through the chat.\nCustomer: D/static_file/9ae1949c0e_1_20250304150512.jpg\nCustomer: There?\nHuman Agent: I got a picture that looks like the image from a camera.\nCustomer: Not the right one.  Hold on.  \nCustomer: D/static_file/6cd2462fec_1_20250304150602.jpg\nCustomer: This one\nCustomer: Did u get that one ?\nCustomer: Did u get it?\nCustomer: ????\nHuman Agent: Yes, so that is the Flashback, not the Playback itself. That message is normal on the Flashback. It does look like due to font settings you have, it is overlapping on to the Flashback image. Are you able to try changing the font size and set it to default or smaller?\nCustomer: I'll try\nCustomer: I did lower the font but it's still on there I don't want it on my screen when I do playback or whatever it's called\nCustomer: Why would you have it on the playback screen?\nCustomer: Or flashback screen\n..what's the difference between playback and flashback?\nCustomer: If I already have the cloud. Why would I need the \"The Vault\"???????????\nHuman Agent: It is on the Flashback because the Vault Plan allows you to store and save files and the Flashback is one of those things you can save since the Flashback is a sped up viewing of the full day's Playback footage, so the file is much smaller.\nCustomer: I don't want the vault. But there is no way to shut it off\n\nCustomer: I'd really like to be reimbursed for the cameras that shut down a year ago and recently.  I can't seem to trust Zmodo anymore!  \nCustomer: And the subscription I paid to November.\nHuman Agent: If changing the text size did not help, then you will want to try changing the screen zoom and decrease the zoom.\nCustomer: I've been overpaying Zmodo for years because there is no way to change your subscription mid year.  Really sucks.  \nCustomer: Let me send you another screen shot.  K?\nHuman Agent: You can cancel the subscription at any time. You can also decrease the number of devices on the next renewal at any time.\nCustomer: D/static_file/111b4d3619_1_20250304152134.jpg\nCustomer: That's an oxymoron \nCustomer: How can I cancel anytime.  There's no option for that.  You pay fir the full year, regardless\n  No refunds are made.\nHuman Agent: To check the status of your subscription managed by Google, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to see its status. You can cancel the subscription here.\n\nWhen you cancel the subscription you will still get the remaining subscription time that was paid for and the subscription will not renew and will expire at the end of the susbcription time.\nCustomer: Lol\nCustomer: What a policy.  So I'm paying fir THREE CAMERAS but only getting service on one camera fir more than half the year.  Does that sound fair to the consumer!????\nHuman Agent: You currently have a subscription for two devices. If you do not want the subscription, then you can cancel or decrease the number of devices at any time. If you want to troubleshoot the cameras that are offline to set them up, then we can work on that. \nCustomer: I've canceled the subscription after the second camera quit working, right after I paid for the three for the year.  Not one month.\nCustomer: I threw the cameras away.  I'm pretty much done with Zmodos lack of service.  Way way overpaid you.  \nCustomer: So by decreasing the no. of cameras does nothing for me.\nCustomer: When I cancel. It should be canceled and reimbursed pro rata\nCustomer: Are you still there?  \nHuman Agent: The policy that you agree to when you start a subscription states that when you cancel the subscription you will still have the remaining subscription time that was paid for and the subscription will not be renewed.\nCustomer: Shitty self-serving policy.  No wonder your ratings are terrible right now.  Zmodo is really just a scam product anymore.  Was not always this bad.  But last two years have been awful.  🤥\nHuman Agent: The subscription policy has been the same for the last two years and since before then. That has not changed.\nCustomer: But your service and product were operating much better than it is now.  I'm not gonna pay over 125bucks for one camera that works half the time.  Sorry.  Been scammed enough by ZMODO\n\nHuman Agent: You can decrease the number of devices for renewals if you do not want to be charged for devices you do not have. You can also contact us when a camera stops working for help troubleshooting the devices to get them back online.\nCustomer: And why would you want the remaining 11 months of subscription if your cameras went tit's up and only have one remaining!?\nCustomer: The cameras would not even start up anymore.\nCustomer: Anyway.  Thank you for your time. \nHuman Agent: Subscriptions can be moved to other devices. And for a camera that is offline, we can work through troubleshooting to see if it is a power issue or a network issue. And then determine potential causes of the connection issue.\nCustomer: Ok.  Thanks. Have a nice day. \nHuman Agent: You're welcome. You have a good day, too."]
["Customer: I’m still not getting the service I paid for!!! I emailed apple; no response; I need to speak with someone!!!\nCustomer: Give me the number\nCustomer: I need the number to apple support\nCustomer: This is my second attempt!!! I need this fixed asap\nHuman Agent: I do not have a phone number for Apple support. This is Apple's billing support website with information about their support and options.\n\nhttps://support.apple.com/billing\nCustomer: I trialed the platinum plan and bought it; I was told I couldn’t get a refund ; so I then bought the clips plan to start when the platinum ran out ; now my platinum plan should last until 11/2025 !!!!! They have cut it off!!! I need this fixed … \nHuman Agent: Then you can try editing the enabled devices on your subscription. Tap on Cloud and scroll down to the bottom and tap on View Details. Then tap on Edit and enable the devices on the subscription.\nCustomer: Says no available devices\nHuman Agent: Can you send a screenshot of the screen you are looking at?\nHuman Agent: The other thing you can try to do, is check to see if you canceled the subscription in your Apple account. If you did, then you can resubscribe to the same subscription in your Smartz Eaze app. As long as you subscribe to the same plan and use the same Apple account, it just reactivates the renewal and will not charge you again.\nCustomer: D/static_file/7470b5462a_1_20241217113053.png\nCustomer: D/static_file/2d66a50560_1_20241217113100.png\nCustomer: D/static_file/9999d72562_1_20241217113110.png\nCustomer: D/static_file/f5a6f3689d_1_20241217113502.png\nCustomer: D/static_file/5b4638519e_1_20241217113517.png\nCustomer: Shows in history but not active\nHuman Agent: So, what do you see when you tap on the active subscription that says it renews on 11/5/2025?\nCustomer: D/static_file/5af3238922_1_20241217114039.png\nCustomer: Says it will change 11/2025 ; but it’s not working\nHuman Agent: That is likely because the subscription is not applied to the cameras. It is available, but the cameras are not enabled on the subscription.\nHuman Agent: So what you can do is cancel the subscription. Then go back to the Smartz Eaze app and resubscribe to the Platinum Plan for the devices. As long as you subscribe to the same plan and from the same Apple account, it will not charge you again and will just reactivate the renewal for the Platinum Plan. Resubscribing should automatically activate the recording on the cameras, but if it does not, then you can edit the enabled devices in your app. \nHuman Agent: That will set it back to the Platinum Plan for the future renewal, so you can change it back to the Plus Plan after that if you want to do that.\nCustomer: And not showing up\nHuman Agent: What is not showing up?"]
["Customer: Troubleshooting\nCustomer: How to change the settings to record the video footage longer ?\nCustomer: I have the cloud plan \n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I review your account. \nHuman Agent: Alright, what are you referring to by record it longer? Your plan currently records all detected motion as full video and stores it for 7 days and would do a screenshot every 10 seconds when there is no motion detected."]
["Customer: May I suspend cloud service\nCustomer: Agent\nCustomer: Agent\nCustomer: Ok\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: Yes,  How would it affect the billing in my charges?\nHuman Agent: Canceling the subscription stops the automatic renewal. You will still have the remaining subscription that you paid for.\nCustomer: I set it up on yesterday.Is there not a grace period for cancellation?\nHuman Agent: No, there is not a grace period for the subscription.\nCustomer: Ok walk me through it please \nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option.\nCustomer: Ok \nCustomer: Getting there\nCustomer: Ok\nHuman Agent: Were you able to cancel the subscription? Or do you have any questions?"]
["Customer: I renewed my subscription and it’s still not working \nHuman Agent: Hi my name is Wendy.  How did you renew your subscription?  Did you renew directly from the Apple app store? or on the Zmodo app?"]
["Customer: I need to figure out how to contact Cloud Services, have newest camera on separate service want all 4 on same could service package how can I get this done?\nCustomer: Agent\nCustomer: Agent\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account, one moment\nCustomer: Would you like a complete explanation as to what's going on so you get the whole picture???\nCustomer: Kylie Still there???\nHuman Agent: I saw the first message y ou sent in the chat, it sounds like you have a new camera and the other cameras are already subscribed, With the other cameras you will not be able to subscribe this new camera and have them all be on the same plan as the first cameras, this is because they are not being subscribed at the same time, only way you could get all of them on one billing cycle would be to cancel them then resubscribe. \nHuman Agent: it also looks like you have one camera that has a subscription that is no longer on the account, Is that a camera you are still going to be using? if not I can cancel that cameras subscription for you. \nCustomer: Okay. Let's get it all out...\nSeveral months ago my Gazebo Camera quit working, so I got another camera and set it up. Purchase cloud services for it because coukd add to Clould plan with the other 3 camerss. For 2 month Camera & cloud worked, the about a week ago couldn't connect to network, tried everything, unplugged, replugged, removed from server, rebooted server, check everything had a Blue light but, unit fail to connect. I brought camera in to reinstall back into Zmoto, next to router. Got Camera working in house again took out to Gazebo and shortly after working again the connection problem occurred. \n\nFigure out it would be easier to swap out, so i swapped with camera (Front Door) and set the Gazebo Camera with connection problems up and it's working just fine now. The other camera (previously Front Door) camera is now in Gazebo and no co nnection problems.\n\nSo fixed everything so cameras are working.\nNow to subscription headache, 3 cameras were suppose to expired on Could services on 11/11/2024. And the plan was to get the previous Gazebo camera which is now the Front camera onto same plan with other 3 cameras.\n\nThat what were trying to get done because Cloud service seems to be intermittent getting some videos but, not all.\n\nCAN WE FIX THIS TODAY?"]
["Customer: Please make sure my account is cancelled. \nCustomer: Agent\n\nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Yes, your subscription is cancelled so that it will not renew further. You'll still have the full service time you already paid for. Is there anything else I can assist you with for now?"]
["Customer: I have Zmodo cameras and I need recording from Sept 20 thru Sept 22 how can I recover these recordings \nCustomer: I just added a recording plan\nCustomer: So will I be able to recover those dates\nCustomer: How do I do that?\nCustomer: How do I recover these dates\nCustomer: How do I do the reset you mentioned to restore dates needed\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. It would not be possible to get footage as the cloud was not recording at that time."]
["Customer: Custom service\nCustomer: Custom service agent \nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?\nCustomer: Im looking to retrieve footage from my account from September \nCustomer: I believe my house was broken into during that month \nHuman Agent: It looks like you have the Premium Plan on your account. That saves the last 7 days of footage to the cloud. Unfortunately, there would not be any footage from more than 7 days ago. So there would not be any footage from September saved to the cloud servers."]
["Customer: Hi. The camera that is Porch light says it doesn't have the 24 hr cloud service. I double checked and I do and I'm paying for it. I need to see something from 11-7 @ 3:22 and I'm not able too. How can I resolve this??\nCustomer: I did all of that already,  that's why I'm contacting you. \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account\nHuman Agent: Can you unscrew the camera from the socket to disconnect it from power, then screw it back in? it soudns like this device needs to rboot itself and that can only be done by disconnecting it totally."]
["Customer: Cancel subscription\nCustomer: I want to cancel my subscription\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Do you want all 3 cancelled?"]
["Customer: Agent\nCustomer: My Zmodo camera has quit working and I need to cancel my cloud service subscription.\nCustomer: I will need to cancel my cloud service subscription as my canera is no longer functional. There are no subscriptions listed under that tab on my account page, but it will not let me remove my payment card because I have an active subscription.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see how you subscribed before, one moment. \nHuman Agent: I was able  to find the subscription, it was tied to a camera that you deleted but you did not cancel the service before deleting it from the account. I successfully canceled the subscription for you and it will now no longer renew form this point forward.  \nCustomer: Thank you!\nHuman Agent: No problem, Have a great day."]
["Customer: I would like to chat with an agent \nHuman Agent: How can I assist you?\nCustomer: I need to know is I subscribe to the platinum plan, can I access footage from a couple of weeks ago?\nHuman Agent: Unfortunately, no that would not be possible. The cameras will only record continuously to the cloud when there is an active subscription on the camera. So there would not be footage from before you start the subscription.\nCustomer: Is there any way to access that?\nHuman Agent: No, the cameras will only record continuously to the cloud when there is an active subscription on the camera. There would not be footage from when there was not a subscription on the camera.\nCustomer: Okay, thank you\nHuman Agent: You're welcome."]
["Customer: Cancel my subscription!\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account.\nCustomer: I just want to cancel my subscription. My bank account was over drawn..\nHuman Agent: it looks like your sub is going through Google for the processor, I am not able to cancel the subscription from my end due to this. You will need to cancel from the google subscriptions area. To get there, open the play store, click your google profile in the top right, choose subscriptions then tap on the subscription and chose cancel, you will know it is canceled successfully when it shows an expiring date. \nCustomer: Thanks\nHuman Agent: No problem have a good day"]
["Customer: Good morning! My name is Dario Donahoo. My profile number is 15408798. I want to cancel my premium subscription. Due to a few reasons...1. One of my cameras isn't working consistently and 2. I was a foster caregiver and no longer need the service because I'm no longer planning to be a foster caregiver. I was recently charged for the current year, but would like a full refund. \n\nCustomer: I've been trying to find a way online but there isn't a phone number, so I emailed already, but I don't know of another way to speak to an agent \nCustomer: Agent\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: Yes\nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option.\nCustomer: I have an android"]
["Customer: Cancel subscription \nCustomer: Further assistance \nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like you're currently subscribed through Google so if you would like to cancel  you would need to do so from your Google subscriptions. Here is a link with more information on how to do this. https://support.google.com/googleplay/answer/7018481"]
["Customer: Can I view my footage 2 weeks back \nCustomer: Isn't it footage 24/7\nHuman Agent: Hello, my name is Grant. I took a look at your account and it looks like you have 4 cameras subscribed to the Premium Plan. That subscription saves the last 7 days of footage. So unfortunately, there would not be footage from 2 weeks ago as that would be beyond the 7 days that the footage is saved.\nCustomer: Thank you\nHuman Agent: You're welcome."]
["Customer: I would like to cancel my subscription.  Effective today October 1,2024 thanks \nCustomer: When does the subscription end\nCustomer: When does my billing cycle end\nCustomer: When is my bill due again \nHuman Agent: Hello, my name is Grant. I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: Yes.  I think so\nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option.\nHuman Agent: I want to let you know that the Live Chat support will be closing in 10 minutes. If we run out of time, then I will send you an invitation to schedule a callback."]
["Customer: Representative\nHuman Agent: How can I assist you?\nCustomer: I am writing from a fire department conducting a fire investigation for a fire that burned two townhomes at 228 Ash. The homeowner didnt have a subsription but had one of your cameras in the back of the house. We are trying to see if there is any way to obtain any footage that may have been captured on the day of the fire 09/15\nCustomer: I would love to chat with someone directly via phone if possible. \nCustomer: This is in Bennett, Colorado. \nHuman Agent: Unfortunately, no, there would not be any saved footage to the cloud if there was not a subscription on the camera. If the customer has an NVR system, it may have saved to a hard drive in the system if it was undamaged.\nCustomer: What is the NVR system? \nCustomer: The camera and everything in the back of house was completely destroyed, was hoping perhaps maybe footage might be around somewhere for a short period of time somehow to capture possible ignition source or location. \nCustomer: Everything in the house was basically undamaged (by fire), but of course water damage from firefighting and also from roof collapse on the 2nd story. But I believe she only mentioned a rear camera, cameras in the house, and a doorbell camera. \nHuman Agent: Not every camera would need an NVR system, it is just another possibility. It is just a Network Video Recorder and it records locally to a hard drive. But it is an optional device so the customer may not have one. Do you have the email address or phone number for the account?\nCustomer: The phone number is probably 720-570-6075, I believe she had it under hers. \nCustomer: Kylie Anderson \nHuman Agent: There are no cameras on an account with that phone number. They likely used an email address.\nCustomer: Let me see if I have an email address noted for them \nCustomer: The email she sent is kyliefaldowski@aol.com\nCustomer: This looks like the email that her account would have been tied to. \nHuman Agent: There are cameras on that account. There is not an NVR or a Cloud Plan on any of the cameras, so there would not be any footage from 9/15.\nCustomer: Darn it. Ok well thank you so much for checking. I really appreciate it. My name is Victoria Flamini, Fire Marshal Bennett Watkins Fire Rescue, if you need it for records. \nHuman Agent: You're welcome. Do you have any other questions?\nCustomer: No more questions \nHuman Agent: Please feel free to contact us if you do have any other questions. Have a good day."]
["Human Agent: Hi I wanted to make sure you saw I canceled 2 of my 4 cameras \nHuman Agent: I have removed 2 cameras from my subscription \nHuman Agent:  I have removed 2 devices from my plan my checking account is showing I still have a charge for 4 devices but I only have 2\nHuman Agent: How do I contact live chat agent\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. When reducing the number of subscribed cameras make sure you are signed into the Google account with the subscription, tap on the cloud icon on the app. Select the plan for the remaining subscribed cameras. Tap on subscribe, and select only those cameras you want to remain subscribed. If the plan is staying the same just number of subscribed devices is changing, Google will have you finish the remaining subscription period before reducing the number of subscribed devices.\nHuman Agent: Hi I wanted to make sure you saw I canceled 2 devices from my plan \nHuman Agent: Yes did you see my response on how to reduce the number of subscribed devices"]
["Customer: Cancel subscription \nCustomer: Hi there! I need To cancel subscription \nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like you have the subscription through apple, I am not able to cancel the subscription from my end due to this. You will need to cancel from the apple subscriptions area. To get there, open the apple settings, click your  profile, choose subscriptions then tap on the subscription and chose cancel, you will know it is canceled successfully when it shows an expiring date.\nCustomer: Hello kylie. There is no subscription showing on my apple account so I assume there isn’t one . \nHuman Agent: There is a subscription tied to both of the cameras on this account your contacting from and its telling me it is active, when I look up the subscription it shows that the processor that it goes through for the billing is apple. If you are not seeing the subscription there you may not be logged into the correct apple account, try checking from other apple devices you have or try checking if you have multiple apple accounts as that can happen/occur. Should you still have any trouble you would have to contact apple for further support for the subscription."]
["Customer: I am paying for the two device cloud storage plan, but only one device is working, on and off, because your device is no longer support my Internet. Can you please cancel and refund my subscription?\nCustomer: Agent\nCustomer: Agent\nCustomer: Agent\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: Agent\nHuman Agent: You have been connected with a Customer Care agent. I took a look at your account and I am unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: Have I been connected to an agent?\nHuman Agent: Yes, are you receiving my messages?\nCustomer: Yes. I currently have the 2 device subscription but only one of my devices works, so I would like to cancel the subscription with a refund. My other device does not work because our WiFi is not supported by your device. \nHuman Agent: So, first, all of our cameras work on a 2.4 GHz network, and any home or small office router will support 2.4 GHz networks. If you want to cancel the subscription I am unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: Yes so our cameras no longer work because our WiFi is too good for the cameras which was not always the case. Seems like a simple thing to support various WiFi types. Especially since 2.4 is no longer the standard \nHuman Agent: 2.4 GHz Wi-Fi band is still the standard. Just about every router will make both the 2.4 GHz and the 5 GHz bands at the same time.\nCustomer: In that case the issue is still Zmodo because the first step in connecting the cameras is connecting WiFi and it says not supported and shows mine is 5GHz. Bottom line is our devices no longer work because of poor quality. \nHuman Agent: The app will always tell you that 5 GHz Wi-Fi is not supported. That is just to let you know in case you are connected to 5 GHz Wi-Fi. The app does not know if the Wi-Fi you are connected to is 5 GHz or 2.4 GHz.\nCustomer: But it shows my WiFi name and then next to it in blue it says 5GHz. \nHuman Agent: The app cannot tell if your Wi-Fi network is 5 GHz or 2.4 GHz. That blue 5 GHz with \"Not supported\" next to it is just part of the setup instructions. The app cannot tell you if your Wi-Fi network is 5 GHz or 2.4 GHz.\nCustomer: Well that is sort of misleading. I am going to assume that WiFi is the issue though because I have not been able to get the cameras to connect since loosing power a long time ago. I have tried lots of times and different ways, and have not been able to get them to connect. I had no trouble connecting them the first time but they don’t want to reconnect. \nCustomer: If the issue is not WiFi, I am not sure what the issue is. The setup process is not complicated. \nHuman Agent: I can help you troubleshoot the camera if you would like. There could be several reasons the camera is not connecting.\nCustomer: Ok\nCustomer: Where do we start?\nCustomer: Are you still there?"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: I need to cancel on of my camera subscription. The camera don't work any more\nCustomer: Agent\nCustomer: Agent\nCustomer: Agent\nCustomer: Troubleshooting\nCustomer: Agent\nCustomer: Payment\nHuman Agent: I was able to find your subscriptions, it looks like you have 4 cameras subscribed. I successfully canceled all 4 so they will no longer renew in the future for you, the last date of service for all 4 is 2/3/2026"]
["Customer: I need the email address for support\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How can I assist you today\nCustomer: I have an active clip subscription,  when I view details in cloud, it shows no subscription and not allowing me to add more cameras to my current subscription \nHuman Agent: are you in the smartz app when you are in the cloud area or the zmodo app?\nCustomer: Yes . Any new cameras I add, it's telling me I'm on a free trial and I need to subscribe \nCustomer: Smartz app\nCustomer: Would you like a screen shot of what I'm seeing?\nHuman Agent: Sure you can try that\nCustomer: D/static_file/259b896f9c_1_20241230091757.jpg\nCustomer: D/static_file/7cd282d0da_1_20241230091801.jpg\nCustomer: I have logged out, logged in, deleted app, readded app...nothing changes\nHuman Agent: Okay, One moment, let me do a clear and then we can see if you can enable cameras to the plan again.\nCustomer: Ok Thank you \nHuman Agent: Okay you may have to reboot the app but try to now enable cameras and let me know if it works for you or not.\nCustomer: Ok\nCustomer: It worked. Thank you Smartz genius!\nHuman Agent: No problem, thank you as well. Have a great day\nCustomer: You too"]
["Customer: It blinks green then blinks blue then goes back to blinking green again\nCustomer: Camera not responding \nCustomer: Further investigation is needed\nCustomer: How do I change the camera that's on the cloud to another camera?\nCustomer: I want to know how to transfer the cloud\nCustomer: Agent\nHuman Agent: You can edit the enabled devices in your app. Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “Enable” at the bottom.\nCustomer: No I mean change the cloud to another camera \nCustomer: I only have 3 of the 7 on cloud service and this one is broke \nCustomer: I need another camera and transfer it\nHuman Agent: Yes, that is what I gave you instructions for. It is how to enable the subscription on another device."]
["Customer: Troubleshooting\nCustomer: Yes. I pay for continuous service but my account never allows me to see the continuous \nCustomer: Upgrade \nCustomer: Continuous plan\nCustomer: Agent\nCustomer: Agent\nCustomer: Ok\nHuman Agent: The subscription on your account is the Clips Plan, not the Continuous Plan. So it would only record when the camera detects motion, it will not record continuously.\nCustomer: It won't allow me to switch \nCustomer: I want continuos \nHuman Agent: It will not let you subscribe the cameras to two different subscriptions. You would want to cancel the Clips Plan in your Apple account. Once you have done that, let me know and I can clear the Clips Plan from the cameras so that you can start a Continuous Plan on the cameras.\nCustomer: Ok\nCustomer: I canceled the clips plan \nHuman Agent: I have cleared the Clips Plan from the cameras on your account. You can now start a Continuous Plan on the cameras.\nCustomer: Thanks \nHuman Agent: You're welcome."]
["Customer: Hello I paid for a subscription till July. I see that my camera is not recording and keeping the film can you help?\nCustomer: Need more help\nHuman Agent: Hi my name is Wendy.  Camera named BLUE ROOM CAM shows offline.  is this the camera you are needing help with?\nCustomer: Hello I paid for a subscription till July. I see that my camera is not recording and keeping the film can you help?\nHuman Agent: Hi my name is Wendy.  Camera named BLUE ROOM CAM shows offline.  is this the camera you are needing help with?\nCustomer: Can we transfer the subscription to the bandit cam?\nCustomer: The blue room camera is broke \nHuman Agent: You can edit which camera has the cloud plan\nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\nCustomer: Ok thanks \nHuman Agent: You're welcome\nCustomer: I don’t see the edit button \nCustomer: D/static_file/907dc5c085_1_20250224134354.png\nHuman Agent: Could you try enabling the plan on the web app from a computer instead of on the phone app?\nHuman Agent: https://user.zmodo.com/login\nCustomer: D/static_file/cf2d480f53_1_20250224134738.jpg\nCustomer: On my computer I’m still not seeing the edit button \nHuman Agent: Strange.  Okay please give me a few moments\nCustomer: Thank you \nHuman Agent: I'm still here -just another minute or so\nCustomer: Thank you \nHuman Agent: Okay you will need to resubscribe from phone app on the iPhone (apple account) that you originally subscribed.  You shouldn't be charged again if you subscribe to the same plan again.\nCustomer: Ok I think it worked thank you for your help \nHuman Agent: You're welcome!\nCustomer: That’s all I need have a great day thank you \nHuman Agent: You too -thank you!"]
["Customer: It won’t allow me to record some of the cameras \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you meaning you cannot subscribe some or are you referring to something else?\nCustomer: Some of my NVRs have the camera as devices individually but some do not.  How do I make all camera a separate device \nCustomer: I can not subscribe to NVRs so I want to subscribe to the individual camera in the NVR.  Some are set up as individuals and some fall under the NVR. How do I fix this so I can subscribe to the individual camera?  \nHuman Agent: For wired cameras that is only possible for the 3rd generation of device. These devices will have an ID on them generally starting with 13, 14, 15, or ZMD. Do the cameras you wish to add have an ID listed on them? \nCustomer: Let me look \nHuman Agent: Okay. \nCustomer: No way for me to tell.  Please look in my account \nCustomer: The device labeled MTV has 8 cameras that are online.  However I don’t see an option to subscribe to them \nHuman Agent: I can only see devices on your account that are already added individually so unfortunately would not know for the devices you do not have on the account directly. \nCustomer: They are on the account \nCustomer: If you click on MTV device for instance \nHuman Agent: The NVR is on the account, the cameras are not. \nHuman Agent: If they were, they would be listed individually like you want for the others. To know if that is possible, we would need to check on those devices. \nCustomer: Ok how \nHuman Agent: For wired cameras that is only possible for the 3rd generation of device. These devices will have an ID on them generally starting with 13, 14, 15, or ZMD. Do the cameras you wish to add have an ID listed on them? \nCustomer: I am sure they do \nHuman Agent: Please actually check. \nHuman Agent: If they do, provide the ID of one that is not on the account and I could assist with adding it if you would like. \nHuman Agent: We will be closing in 10 minutes at 6pm CT. I would be happy to continue to assist you until then, but the chat will close at that time. If you would like a callback, you may schedule one via the button below. If you would prefer an email follow up instead, please let me know and provide an email you would like me to reach out on tomorrow."]
["Customer: I canceled my cloud service on some old devices, but was charged for the service today\nCustomer: Agent\nHuman Agent: The last renewal I see on this account was on 10/20/2024. It looks like the subscription was managed through your Apple account. Were you charged through the Apple account?\nCustomer: Yes\nHuman Agent: Okay, so then you will want to take a look at the status of the subscription in your Apple account and cancel it there as it cannot be canceled through the app.\nHuman Agent: You can also check the Purchase History to see the last charge for the subscription.\nCustomer: Can the most recent payment be applied to my three new devices after the free trial cloud service expires?\nHuman Agent: That subscription is set to expire on 11/20/2024 and the Free Trial on your cameras currently will expire on 11/28/2024. So the subscription would already by expired by the time the free trial ends."]
["Customer: Need to cancel my subscription to Zmodo. Camera's damaged. During hurricane. Repair work won't start for a month on my house. Then I will considering new cameras\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\n\nCustomer: No, I am on your app\nHuman Agent: It cannot be cancelled via the app since Google is the company handling the billing."]
["Customer: I have no active subscription yet you are still charging me \nCustomer: I did. And there is none there \nCustomer: Stop charging me \nCustomer: Speak to agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Do you have more then one account, this account you are contacting from does not have any devices bound to it and is not showing me any previously bound devices, Could you have made an account under a different email or a phone number? If you provide either of those I will try to look it up in the system. \nCustomer: No \nCustomer: My phone 614-404-5957\nHuman Agent: You do have an account under that phone number, One moment while I look up the subscription info for that account. \nCustomer: How then do I cancel that? \nHuman Agent: You did contact us from that account jsut a moment ago, I was the one who took over the chat and sent messages, it seems you did not see them, One moment. \nHuman Agent: I said \"Hello, you've reached customer care, my name is Kylie. I checked and it looks like you have 3 cameras that are subscribed that were once on this account that it seems you deleted. \"  then I said \"Those cameras don't tell me what they were named while on the account, but the IDs of those cameras are ZMD14C1E2282743 , ZMD14C1E2283661 , ZMD14EME2240474. Do you want me to cancel the subscription on those cameras for you so they do not renew next year?\"  Do you want me to cancel all 3?\nCustomer: Didn’t get that. Please cancel all 3\nHuman Agent: OKay, No problem, One moment while I cancel those for you. \nHuman Agent: I successfully unsubscribed those cameras and they will no longer renew in the future, the last date of service is 2025-05-10 for all 3. Any other questions I can assist you with before we go?\nCustomer: No that is all \nHuman Agent: Okay, Have a wonderful day and weekend, farewell"]
["Customer: Cancel subscription \nCustomer: Cancel subscription \nCustomer: It’s not telling me how to cancel it\nCustomer: Agent \nCustomer: Cancel subscription \nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: I think so I don’t know\nHuman Agent: Open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option.\nCustomer: D/static_file/6964cddb2d_1_20250113092609.png\nCustomer: This is all in the settings tab\nHuman Agent: You would go to the Settings app on your phone. Not the System Settings in the Zmodo app."]
["Customer: Agent\n\nHuman Agent: How can I assist you?\nCustomer: Please reset my GilinGreet camera and my Side of House camera as they both are not recording, I’m not home to perform the reset but would like this fixed \nCustomer: This happens about once a month\nCustomer: Your team usually can reset for me \nCustomer: Remotely\nCustomer: Maybe reset isn’t the word maybe it’s power cycle or reboot \nCustomer: I have 24/7 service but that stops working at times and the cameras have to be rebooted\nHuman Agent: I can sync and restart the cameras. It looks like they may not have a great connection to the network, so they should come back online, but if they do not, then you would need to be with the cameras to troubleshoot and reboot again or setup the cameras to reconnect.\nHuman Agent: Please give me a minute to sync and restart the cameras.\nHuman Agent: I have synced and restarted the cameras. It usually starts showing recorded footage after about 10 minutes, but can take up to 60 to get a small backlog of footage before it starts showing in the app."]
["Customer: Cancel subscription \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\n\n\nCustomer: Yes\nCustomer: Yes\nHuman Agent: Open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option.\nHuman Agent: Let me know if you are able to cancel."]
["Customer: I just want to cancel my auto pay for my account\nCustomer: Agent \nHuman Agent: Let me take a look at your account.\nHuman Agent: Looking at your account, I see the Yearly Premium Plan on two cameras. Would you like the subscription canceled for both devices or is there a specific camera you want to cancel the subscription for?\nCustomer: On both devices, please\nHuman Agent: Alright, please give me a couple of minutes to get that taken care of here.\nCustomer: Ok\nHuman Agent: Thank you for your patience. I have canceled the subscriptions for both cameras and they will not renew again.\nCustomer: Yes\nHuman Agent: Do you have any other questions?\nCustomer: No\nCustomer: Were you able to cancel the auto pay?\nHuman Agent: Yes, did you receive my message? I will send it again.\nHuman Agent: Thank you for your patience. I have canceled the subscriptions for both cameras and they will not renew again.\nCustomer: Ok, perfect, thank you have a great day\nHuman Agent: You're welcome."]
["Customer: I subscribe 2 camorris only one is working on it\nCustomer: I paid for 2 cameras only one is working on it\nHuman Agent: Hi my name is Wendy.  Which camera is not working? What is the name or ID on the camera?\nCustomer: I subscribe for 2 of my cameras to work  and I paid for the year only one of them is showing the subscription for the other 1 is not and I got charged twice for it\nHuman Agent: Which camera is not working? What is the name or ID on the camera?\nCustomer: Please call me thank you 407-257-2938 \nHuman Agent: I just sent you an invite to schedule a callback.  \nHuman Agent: I am not a phone agent\nCustomer: I trying to get a call back but it is not working \nCustomer: I'm here\nCustomer: I was charged for a  Subscription for the camera on 2 of them only one to subscribed how do I get the other 1 to subscribed without being charged twice\nCustomer: I try to schedule a call back it will not allow me to complete to submit the form that does not work\nHuman Agent: Which camera is not working? What is the name or ID on the camera?\nCustomer: To call me back please 4072572938\nHuman Agent: Check for any spaces or dashes in the phone number then try and submit the callback form again\nCustomer: The camera is working but the description is not working on it\nHuman Agent: Check for any spaces or dashes in the phone number then try and submit the callback form again\nCustomer: Ok thank you \nHuman Agent: You're welcome"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: representative \nCustomer: I’m trying to add my 4th camera to my plan \nbut unable to for some reason\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see how you subscribed, one moment \nCustomer: thanks it’s the newest camera called fireplace I want to add \nHuman Agent: It looks like currently you only have a 3 camera subscription,  When you go to the cloud area and scroll down to subscriptions do you see an option that says change plan at all?\nCustomer: any luck?\nCustomer: are we still connected??\nCustomer: hello????\nCustomer: no i don’t and wow sorry \nyour message just came through\nCustomer: i mean yes it says change plan but it doesn’t give me an option to do all 4\nHuman Agent: If it is not giving you the option you can click cancel on the plan form the apple subscription then go back into the app and start a subscription for the 4 devices instead and that will work. \nCustomer: that’s what i just did thanks\nHuman Agent: Fantastic! glad that worked for you. Is there anything else I can assist you with today?"]
["Customer: Troubleshooting\nCustomer: Flashback isn't working\nCustomer: -1\nCustomer: I have 4 cameras and only 1 will do a full 24 hour flashback. All the others stop around 5:50 pm.\nCustomer: Yes\nCustomer: I do have the proper subscription. All cameras will do 24 hour flashback other days \nCustomer: How do I call and talk to a person\nCustomer: Agent\nHuman Agent: Which cameras are not showing you the full Flashback? And which day are they not showing the Flashback for?\nCustomer: Back camera, side gate, barn. yesterday \nCustomer: January 9th\nHuman Agent: If you tap on Playback for those cameras, is there video footage for the whole day?\nCustomer: Yes, I can look at action all day. Just the flashback won't go any farther \nHuman Agent: Some of the cameras on your account look like they have network connection issue. Particularly \"side gate\" and \"back yard\", but the other two also may be having some issues, as well. Network connection issues could be causing issues with the recorded footage, events, and flashback.\nCustomer: Its like it just stops the download\nHuman Agent: Alright, can you try the Flashback for one of those cameras and tell me what you see when it gets stuck or what message you get on the app?\nCustomer: One second \nCustomer: D/static_file/d75bbb5336_1_20250110103625.jpg\nCustomer: This is were it stops\nCustomer: It's like it's lagging \nHuman Agent: If it happened to three cameras at the same time, then it is likely a network connection issue. The two most common causes are going to be the signal strength at the camera and the upload bandwidth.\nHuman Agent: You can test the upload speed of the Wi-Fi network that the cameras are connected to. Make sure that your phone is connected to the same 2.4 GHz network that the cameras are connected to. You can use this website https://fiber.google.com/speedtest/ to test the speed of your network. It will test a download and then an upload speed.\nCustomer: But I can see recordings all day\nHuman Agent: To test signal strength, you can download an app on your phone. If you are using Android, then you will want to download an app called Wifi Analyzer. If you are using iOS, then you can download an app called Airport Utility. You can use these apps to test the signal strength from your Wi-Fi near the cameras.\nCustomer: It just won't make a flashback video \nCustomer: It will for other days\nHuman Agent: Yes, network connection issues can essentially cause a loss of features of the cameras. It can happen in several different areas. You may miss events or events may be delayed. Live footage may skip or jump around. The recorded footage may skip or some may be missing. It can affect the flashback. The cameras may even go offline. \n\nNetwork connection issues can cause just one or multiple of those issues.\nCustomer: Thanks for your help\nHuman Agent: It is also possible that there was an issue with the upload bandwidth at a certain time. The upload speed is not constant and will change depending on multiple factors. So it could have dropped at one point and caused an issue with the Flashback for the cameras at that specific time.\nHuman Agent: You're welcome."]
["Customer: Question\n\nCustomer: Question about getting an old video\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: So if I’m not subscribed currently and I want to go back to Saturday 9/28/24 it will not work if I start my subscription now?\nHuman Agent: Correct. Recording for subscriptions starts only after you subscribe, it does not unlock any past footage as it would not have been doing the cloud recording at that time. \nCustomer: Dang OK we had a break-in on Saturday but we are not currently subscribed. Is there anyway to pay for that footage?\nHuman Agent: Unfortunately no, since it would not have been recording, the only footage we have from your cameras at present would be what is listed in your event page of your app. \nCustomer: Dang, that’s unfortunate. Our camera was pointing right at the vehicle that the people broke into but your camera did not pick up the motion.\nHuman Agent: Was there a motion event a few minutes before possibly? There is a 12-20 minute cooldown between events based on frequency of motion. \nCustomer: I’m not sure is there anyway you can look if I give you the time and date it happened?\nHuman Agent: Only people with access to your account can see your footage, we cannot. I could check if you temporarily changed the password to abcd1234, but all I would be able to see at that point is what you can see. I'm unsure when the break in occurred, but if there was another event soon before within the range mentioned, the camera would have been on it's cooldown timer to where it would not have recorded. \nCustomer: Okay thanks sounds like we are out of luck\nHuman Agent: Yes, sadly there is not likely anything that can be done there. Is there anything else I can assist you with for now?"]
["Customer: I’m trying to subscribe all of my cameras and it keeps showing payment failed and that I’m cancelling\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking, are you trying to subscribe via the app or  website? \nCustomer: The app. \nCustomer: I’ve been charged 5 times extra now\nCustomer: The app crashes and isn’t letting me subscribe them all at the same time, so I tried one by one and it’s charged me everytime. Please refund the charges\nHuman Agent: When subscribing via the app it goes either via Apple or Google depending on the phone being used. \nHuman Agent: Apple does not allow multiple subscriptions for the same account on the same app. Can you send me a picture of your apple billing? \nHuman Agent: We do not have access to manage apple payments\nCustomer: D/static_file/95dbc7ab3b_1_20240917122600.jpeg\nCustomer: It’s the same charge. I haven’t purchased anything else on apple\nCustomer: I’ve had trouble with the app before. Does it work better on android?\nHuman Agent: Yes it looks like it refunded you the 10.59 charge when you subscribed to $63.57. As I mentioned with apple you can only have 1 subscription per app. So if you go to the apple menu for subscriptions you  can see what subscription you currently have\nCustomer: Yes I seen that refund, but all the cameras together should only be 30\nHuman Agent: Please check the apple subscription menu to see what subscription is listed there\nCustomer: K\nCustomer: D/static_file/c33594a854_1_20240917123303.png\nCustomer: It’s doubled\nHuman Agent: Doubled? \nCustomer: Its over twice as much\nHuman Agent: Can you go to media and purchase option in the settings, then view account. From there you should see a purchase history option\nCustomer: Where? On the apple subscription page? Or the Zmodo app?\nHuman Agent: On the apple settings page. \nCustomer: K\nCustomer: D/static_file/f7eb8ea62d_1_20240917124020.png\nHuman Agent: Okay if you tap the total you can tap on report a problem to submit a refund request. \nHuman Agent: From there once its processed, I recommend subscribing only once. \nCustomer: K ty\nHuman Agent: Is there anything else we can help with?"]
["Customer: Agent \nCustomer: Hello?\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?\n\nCustomer: I need a refund to the original payment method for a subscription I cancelled a while ago. I was charged $49.99\nCustomer: How long until I receive it please and thanks!\nCustomer: ?\nHuman Agent: You are subscribed via apple, we do not have any access to apples billing system. You would need to reach out to apple regarding a refund. \nHuman Agent: If you already submitted a request for a refund with them, you want to check the status of that with apple."]
["Customer: Hi there! Can you re-imburse my account for 9.99x 3months a total of $29.97 as i moved /unable to activate/use my devices? \nCustomer: I was just charged again & i cannot use my devices (despite deleting the ladt if 2 cameras) \nCustomer: Can i soeak to a human please?\nCustomer: *Speak\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date. \nCustomer: I would like to STOP the charges as i cannot use the 2cameras \nHuman Agent: I cant cancle it from my end for you you will have to cancel from your end, your subscription looks like it is going through apple for the processor, to cancel you can go to your apple account then to subscriptions, once it is canceled it will show an expiring date instead of the renewal date.\nCustomer: Ok Thanks for letting me know! How do i CANCEL my account ?\nHuman Agent: I jsut explained above, I said \"I cant cancle it from my end for you you will have to cancel from your end, your subscription looks like it is going through apple for the processor, to cancel you can go to your apple account then to subscriptions, once it is canceled it will show an expiring date instead of the renewal date.\"\nCustomer: And dont i delete it on zomodo?\nHuman Agent: all the devices are already deleted form the account, I'm not sure what you mean. \nHuman Agent: You would only have to cancel the sub from your apple account to cancel the subscription. \nCustomer: My account via the App. do i just delete the app. & all my info. w/zomodo (email tel.no.) is deleted also?\nHuman Agent: If you have an apple device yes you can choose to delete your account when you delete the app."]
["Customer: I am trying to set up a payment plan cloud service for my front. Door camera, but I will not give me that option to pick that camera\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I look into your account. \nHuman Agent: Alright, when you attempt to subscribe it in the app, what does it show you for that camera?\nCustomer: it will not let me take that camera to get a cloud service.all the lines are blank\nHuman Agent: Can you send me a screenshot of what it shows for that camera there?"]
["Customer: Trying to cancel subscription before it automatically renews.\nCustomer: -1\nCustomer: Please cancel \nHuman Agent: Okay let me look up your account to see how you subscribed, one moment.\nHuman Agent: I found the subscription on the camera and successfully canceled it got you, the end of service date will be 2025-02-01 on that day it will be the last date of service."]
["Customer: I need footage from January 11, 2025. 11:30am-1230pm. This is for evidence for a crime and needed for the police.  I need asap\nCustomer: I need footage from January 11, 2025. 11:30am-1230pm. This is for evidence for a crime and needed for the police.  I need asap\nCustomer: -1\nCustomer: Representative\nCustomer: I need footage from January 11, 2025. 11:30am-1230pm. This is for evidence for a crime and needed for the police.  I need asap\nHuman Agent: It looks like four of the cameras on your account are subscribed to the Premium Plan. The cameras record the footage and it is saved to the cloud for the last 7 days. Unfortunately, 1/11/2025 is more than 7 days ago, so that footage would no longer be saved to the cloud server.\nCustomer: I need footage from January 11, 2025. 11:30am-1230pm. This is for evidence for a crime and needed for the police.  I need asap\nCustomer: Hello?\nHuman Agent: Did you receive my previous message? I will send it again.\nHuman Agent: It looks like four of the cameras on your account are subscribed to the Premium Plan. The cameras record the footage and it is saved to the cloud for the last 7 days. Unfortunately, 1/11/2025 is more than 7 days ago, so that footage would no longer be saved to the cloud server.\nCustomer: Is is there a way to access it\nHuman Agent: No, unfortunately, since the subscription you have only saves the last 7 days of footage, there would not be footage from 1/11/2025. We do not have any footage that you do not have access to in your app."]
["Customer: I want to cancel my subscription \nCustomer: It's monthly so I want to cancel\nCustomer: That's fine I already took down the cameras\nCustomer: How do I know it's canceled\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Let me take a look at your account.\nCustomer: Ok\nCustomer: I have 2 subscriptions\nCustomer: Want To cancel both since the cameras are no good anymore and I took them off\nHuman Agent: Yes, I see two subscriptions on your account. A Platinum Plan for one device and a Premium Plan for 2 devices.\nHuman Agent: Alright, I will cancel the subscriptions on all three devices.\nCustomer: Thank u\nCustomer: How do I know it's canceled \nCustomer: Do I recieve an email confirmation \nHuman Agent: Thank you for your patience. I have canceled the subscriptions and they will not renew. Yes, you will be notified by email that the subscriptions are expiring and will not renew.\nCustomer: Ok thank u so much I appreciate ur help\nHuman Agent: You're welcome.\nCustomer: otiliameza@yahoo.com\nHuman Agent: The emails are automated.\nCustomer: Ok\nHuman Agent: Do you have any other questions?"]
["Customer: Good afternoon I made a mistake. I was looking through the different plans to see if there was a cheaper plan than the one I was on and I misread it so I would like to keep my original 49.99 plan and I’m asking for a refund of the 59.99 please\nCustomer: Agent\nCustomer:  Thank you\nCustomer: Good afternoon I made a mistake. I was looking through the different plans to see if there was a cheaper plan than the one I was on and I misread it so I would like to keep my original 49.99 plan and I’m asking for a refund of the 59.99 please\nHuman Agent: The subscription is managed through your apple account, so you would need to contact Apple about a refund. You will also want to check the status of the subscription in your Apple account.\nCustomer: So you can’t help me\nCustomer: This was just done Saturday night\nHuman Agent: The subscription is managed through your Apple account. I cannot make any changes to your subscription. Apple processes the payments, so we do not have your payment information and would not be able to issue a refund.\nCustomer: Wouldn’t you need to change it back to The original plan\nHuman Agent: That is why I suggested you check the status in your Apple account. You can see what the plan currently is and cancel or change the subscription. Also, if Apple issues a refund, you would need to resubscribe to the plan you want after the refund.\nHuman Agent: I cannot change the subscription through your Apple account.\nCustomer: Oh great"]
["Customer: Cancel backup if 2 cameras\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see how you subscribed. \nCustomer: Excellent\nCustomer: ZMD16F417202460\nZMD16F417201668\nI need to cancel these 2 backups immediately. \nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: Yes\nHuman Agent: You can go to the Cloud tab and tap on subscribe and decrease the number of devices that you have subscribed. Then on the next renewal, it will only renew for the devices you want subscribed.\n\nOtherwise, you can go to your Apple account and cancel the subscription. Then you can subscribe for just the devices you want to renew on the next renewal date.\nCustomer: I have cancelled it. Thanks for your help!\nHuman Agent: You're welcome."]
["Customer: Could you please help me cancel my subscription I am on able to afford that. I enjoyed it but circumstances in my life I can’t do it no more, so please let me know what I need to do to cancel.\nCustomer: Agent\nHuman Agent: Hello, my name is Grant. I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?"]
["Customer: I would like to give you new credit card information.  Could I speak to a human?\nHuman Agent: If you want to change the payment method for your subscription, then you will need to go to the web app https://user.zmodo.com/login and sign in. Then you can go to the account tab and change the payment method.\nCustomer: I just need to give you my new credit card information. When I try to go through the app it tells me I can't be identified and I'm giving a different email.\nHuman Agent: You would need to sign in to your account that the cameras are setup on through the web app and change the payment information.\nHuman Agent: I cannot take your credit card information.\nCustomer: Well my roommate set that up and he's dead and I don't have access to his phone. I've been able to do this by talking to a human for a couple years now. Can you give me the information that I need then. I just want to get this paid.\nHuman Agent: The subscription is set to automatically renew unless canceled. If you need to change the payment information, then you would go to the web app https://user.zmodo.com/login and sign in to your account and then you can click on the Account tab and change the payment information.\nCustomer: I've already explained it won't let me. I've tried.\nHuman Agent: What account are you trying to log in with?\nCustomer: My account\nHuman Agent: What is the email address that you are trying to log in to the web app with?\nCustomer: My email is lynndurkinrarick@yahoo.com but it doesn't like that one apparently because it won't let me.\nHuman Agent: Okay, what happens when you try to log in to the web app with that email address? Are you able to sign in?\nCustomer: No\nHuman Agent: Okay, so what issue do you have logging in? What does it say when you try to log in?\nCustomer: That it can't identify with that. Then  I tried going through the app. I go on a camera and try to do it that way and it won't take my card.\nHuman Agent: Lets try logging in with the web app again now. You can also click on Forgot Password to reset the password.\nCustomer: You're making me hyperventilate I'm that frustrated.\nHuman Agent: I am trying to help you log in to your account so you can update the payment information.\nCustomer: Yes\nCustomer: I've tried logging in through the http thing you gave me and nothing even happened. Is it because I'm on an android or something else? \nHuman Agent: What do you mean by \"nothing even happened\"? Did you go to the website and try entering your email address and password?\nCustomer: So how do I log in?\nHuman Agent: What do you see when you go to the web app that I linked?\nCustomer: So if you can't get your money will you contact me when the payment is due?\nCustomer: What email do you have for me?\nHuman Agent: If the subscription does not automatically renew, then you will be notified and it will try to renew a few more times and if it still fails to renew, then it will cancel and expire.\nHuman Agent: You are contacting us from lynndurkinrarick@yahoo.com\nCustomer: Is that the one you will use to contact me?\nCustomer: When is the payment due?\nHuman Agent: The subscription will renew on 9/28/2024.\nCustomer: Okay, I'll try this head game until then. I wish you a good day. I have to go because your methods have me nuts. I'm sitting here with card in hand and can't give you my info. Soooo stupid. I miss the days where there was human interaction.\nHuman Agent: The web app is how you would edit the payment method if needed. If you are having trouble logging in, then I would recommend clicking on Forgot Password to reset the password."]
["Customer: Troubleshooting\nCustomer: Hola, ya revice la cámara la reinicié pero no graba, \nCustomer: Ya lo\nHice \nCustomer: Se ha reiniciado  el pago automáticamente pero la cámara no está grabando desde 6 meses después que pague las grabaciones y ahora se reinicio el pago de las dos camaras y no graba una \nCustomer: Ya hice todo eso y no sigue grabado pero me han hecho el cobro, a donde debo escribir o que debo hacer \nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. Déjame buscar tu cuenta para ver cómo te suscribiste, un momento.\nCustomer: Donde sale agente ? Y luego donde presionó Customer  care agent \nCustomer: D/static_file/dafd8e26ab_1_20241127153917.png\nHuman Agent: soy un agente,\nHuman Agent:  un momento.\n\nCustomer: D/static_file/b51b17c64f_1_20241127153938.png\nCustomer: D/static_file/e9b4aa4425_1_20241127153947.png\nCustomer: Esas son las dos Camara pagadas la grabación pero solo graba la que dice cámara de lado \nHuman Agent: Parece que tienes una suscripción a través de Apple para el procesador, no puedo cancelar la suscripción debido a esto. Para cancelar deberás ir a tus suscripciones de Apple. Abriría la configuración de Apple, haría clic en su perfil de Apple, seleccionaría suscripciones, luego seleccionaría la suscripción y elegiría cancelar. Sabrás si se canceló exitosamente si muestra una fecha de Vencimiento\nCustomer: Pero ya está cobrada ya el banco la cobro ahora quiero que solucione que grabe la cámara \nHuman Agent: \nSí, actualmente solo tienes un caemra habilitado para el plan. Si deseas tener el otro caemra habilitado, puedes ir al área de la nube, desplazarte hacia abajo hasta suscripciones, hacer clic en editar, luego seleccionar la cámara y presionar habilitar.\nCustomer: Por qué no sirve si me salgo de la suscripción ya el banco lo cobro ustedes también \nCustomer: Pero están pagadas por dos camaras yl ya pague por las dos camaras no por una, ya no puedo seguir pagando si ya tengo el pago \nHuman Agent: Envié un mensaje anterior arriba, actualmente solo tienes habilitada una caemra, no dos, puedes habilitar otra cámara en la sección de la nube.\nCustomer: Ahora quiero me soluciones que grabé la cámara \nCustomer: Voy a intentar \nHuman Agent: \nTienes dos suscripciones a través de Apple, eso es correcto, pero actualmente solo tienes una cámara habilitada, necesitarás habilitar la otra caemra para que comience a grabar para esa cámara. ¿Puedes intentar habilitar la cámara desde la sección de la nube como dije anteriormente?\nHuman Agent: Déjame saber si tienes algún problema o si aparece algún error cuando intentas habilitar"]
["Customer: I want to cancel my subscription. The camera is not working and I am fed up with it.\nHuman Agent: Hi my name is Wendy\nHuman Agent: ZMD33EUE8277580 Smart Device has an active cloud plan is this the cloud plan you want to cancel?\nHuman Agent: This camera is on a legacy cloud plan promotion if you cancel the plan then sign up in the future you will pay currently cloud plan pricing.  The legacy cloud plan discount you have on Smart Device is not transferrable.  Please let me know if you want the plan cancelled and I will cancel it for you."]
["Customer: Greetings Mira!\nI wanted to know of I upgrade to the 10 devices Plan for $49.99 will they include my payment of $19.99 that was already paid out? \nI havent decided yet to expand my Plan but just wanted to make certain if that would happen - (without having to pay an additional $49.99, & only be required to pay the Balance of $29.98).\nThank you.\nCustomer: Please READ IT - It's as detailed as I could get!!\nCustomer: -1\nCustomer: READ it! It is VERY detailed!\nCustomer: Not an answer! Please no Bot - need a REAL Hunan here...\nCustomer: -1\nCustomer: -1\nCustomer: Sure Grant! Take your time.\nHuman Agent: I took a look at your account. Changing the subscription would charge you the full amount as it would be a different subscription. We could refund the original subscription after you have subscribed to the new subscription. However, the Clips Plan is usually only offered once in the Zmodo app (since it is not fully implemented to the Zmodo app) so it may not let you subscribe again.\nHuman Agent: You can try though if you would like to.\nCustomer: Whaaat??\nCustomer: What are you talking about? \"The Clips Plan is only offered once.....\"\nCustomer: That doesn't make any sense here, I just renewed.\nCustomer: And IT IS FULLY IMPLEMENTED IN THE ZMODI APP!\nI know bc I HAVE IT!\nHuman Agent: It is not fully implemented. It is being tested in the Zmodo app. Not all accounts have access to the Clips Plan. Your account may have access to it, but other accounts to not as it is not fully released.\nCustomer: Ooookay.... So in reality that doesn't apply to me - as I HAVE IT! \nRIGHT!?\nHuman Agent: What I said previously applies to you. It would not apply to you if you did not have the Clips Plan as you would have never had the option to subscribe to the Clips Plan.\nCustomer: And have HAD it for many years now ..\nCustomer: So that moot as it \"applies to me\"\nCustomer: *that's \nHuman Agent: Yes, I understand your account has access to the Clips Plan. Changing the subscription would charge you the full amount as it would be a different subscription. We could refund the original subscription after you have subscribed to the new subscription. However, the Clips Plan is usually only offered once in the Zmodo app (since it is not fully implemented to the Zmodo app) so it may not let you subscribe again. You can try though if you would like to and see if it will let you subscribe additional devices.\nCustomer: Why would I pay $19.99 for addt'l caneras when your Company charges $49.99 for Up to 10 devices? That wouldn't make any fiscal sense at all now would it? \n\nHuman Agent: I did not say anything about paying $19.99 for additional devices. I said that if you subscribe to the 10 devices, it will charge you the full amount of $49.99. At that point we could refund the $19.99 from the subscription that just renewed. However, the Clips Plan is usually only offered once in the Zmodo app (since it is not fully implemented to the Zmodo app) so it may not let you subscribe again to change it to the $49.99.\nCustomer: But I digress, I've got the answer I was seeking -  I now know and what you should have said was that once I change Plans , I vould get refunded and continue onto the 10 device Plan at $49.99 but I may Not get back onto the single device Plan of $19.99 if I decided to return back to that one \nIs that correct? Is THAT what you're saying...?\nHuman Agent: No that is not what I am saying.\nCustomer: I just read yours ..  you mean \"subscribe again\" but to the $19.99 (you typed $49.99) but i get it \nHuman Agent: The $49.99 subscription for 10 devices would be a different subscription. So the $19.99 would not be applied to that and we would have to manually refund it through our system after you subscribed to the 10 device plan. However, the Clips Plan is usually only offered once in the Zmodo app (since it is not fully implemented to the Zmodo app) so it may not let you subscribe again to change it to the $49.99.\nHuman Agent: No I do not mean subscribe again to the $19.99 plan. I typed exactly what I meant. I think you may be misunderstanding what I typed. \nCustomer: You just contradicted yourself.\nNow you lost me! \nI get that you'd refund my $1999 plan if I move over to the $49.99 plan\nSo I dont understand what you mean .. are you NOT offering the 10 device Plan at $49.99 now .. is THAT what you're saying?\nCustomer: That I 'might Not get'?\nHuman Agent: I did not contradict myself. You are misunderstanding what I am saying. The Clips Plan is generally only offered once in the Zmodo app so it likely will not let you resubscribe to a different subscription. You can try it and see if it will allow you, but it may not let you subscribe to a different plan.\nHuman Agent: That is what I have been saying the entire time.\nCustomer: I keep getting those Offers from your Company though....\nCustomer: Every Holiday, and many times a year!\nHuman Agent: Then as I have said, you can try to subscribe to the 10 device plan and see if it will allow you to, but it is possible it will not. That is what I have been saying.\nHuman Agent: The promotion plans that happen throughout the year are different from the Clips Plan. Those are for the Premium and Platinum Plans, which are different subscription plans.\nCustomer: Thank you! \nSee how simple that was!? Hahaha! \nJeez!\nHuman Agent: I am glad you understand what I have been saying the entire time about the Clips Plan.\nCustomer: Have a good day, Grant! 🙂\n\nHuman Agent: Are you trying to subscribe to the 10 device plan? Because we would need to know in order to refund the single device plan if it successfully goes through.\nHuman Agent: You have a good day, too.\nCustomer: And if it doesn't?\nYou cannot assure me, so why am I contacting Customer Support- shouldn't be This difficult! \nHuman Agent: If it does not allow you to subscribe to the 10 device plan, then you would not be able to change the subscription to the 10 device plan. So there would be nothing to change or refund, because nothing was changed.\nHuman Agent: No, I cannot assure you that it will let you subscribe to the 10 device plan, because typically it does not. It generally only offers the Clips Plan once, so it would not let you change the plan.\nCustomer: I was with you guys when yyou started in America, nobody even heard of your Company yet, werent too popular....been with you a long time....thought Id get better customer support! \nCustomer: You just cost your company a long running Platinum subscription....cuz now Im exasperated! \nHuman Agent: I am sorry to hear that. \nCustomer: Yes, me too! \nIm done here, need to get back to work now... I apologize, but I Did Not expect this to be so difficult.\nHuman Agent: Okay I hope you have a good day!\nCustomer: Sure, \nHuman Agent: Is there anything else I can answer today?\nCustomer: You too.\nI am very disappointed.\nCustomer: Are you a Supervisor?\nHuman Agent: Yes I am. If you see the clips plan you can subscribe, then we will on getting the 19.99 charge refunded. But as the agent mentioned. The clips plan does not show for all accounts, and I cannot force it to show for your account it if does not. \nCustomer: It did, and still does THAT'S MY WHOLE POINT! \nHuman Agent: You subscribed to the full clips  plan already? \nCustomer: Idk what Grant was saying as it didn't apply to me.\nCustomer: Im sorry i gotta go! Grant took up all my time on Lunch break already...\nDid NOT expect this fiasco!\nHuman Agent: I do not see a new subscription from your account on our end. \nHuman Agent: I can email you or if you join the chat again just ask to speak with Marcela.\nCustomer: My name is Marcella! Lol\nYou can email me - your company has that info  Thank you, G'bye now."]
["Customer: Hello\nCustomer: I being trying to fixed the problem with my payment\nCustomer: Change the card because it Washington stolen\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see how you subscribed, one moment \nCustomer: Already fixed that with the bank\nCustomer: Hello Kylie\nHuman Agent: It looks like it tried to renew, failed, then tried to renew again and canceled, its too late to try and update the payment information for the previous subscription now. To get the cloud service on the cameras once again you would have to go through the subscription process in the cloud section once again. \nCustomer: But the primero on the subscription Will change, want to keep the same promo\nHuman Agent: The price will not be the same as before, theres not a way for us to give the same price as the previous subscription had. You can keep a lookout for other discounts to resubscribe in the future, otherwise though the price would be our normal pricing."]
["Customer: Troubleshooting\nCustomer: Hi, I need to now if my cameras have a sim card inside\nCustomer: I need to access to the videos who aren't in my icloud plan \nCustomer: Can you help me or not?\nHuman Agent: Hi my name is Wendy.   One moment I will check your account\nCustomer: I need to contact someone real\nHuman Agent: I am real.  My name is Wendy.  \nCustomer: ok\nHuman Agent: Which camera you are having trouble with playing back?\nHuman Agent: what is the name or the device ID on the camera?\nCustomer: You are in my account?\nHuman Agent: The cameras connected to this account do not have SD cards.  \nCustomer: or do you want a model?\nHuman Agent: which camera are you wanting to playback?\nHuman Agent: gazebo, frente, galpon, or Frente derecha casa\nCustomer: frente derecha\nHuman Agent: This camera looks to be recording properly, if you tap on the playback button, then tap on the calendar in the lower right corner, choose the date with a blue dot and scroll to the time you want to playback you should be able to playback the footage you are looking for\nCustomer: My car was crashed in October 9, between 4 and 6 pm, and I need evidence\nCustomer: No, only I can see the last 7 days\nHuman Agent: You have the 7-day plan.  Any footage from oct 9 would no longer be available\nHuman Agent: correct.  you have the 7-day plan\nHuman Agent: footage from oct 9 would not be avaialble\nCustomer: and you're talking they doesn't have crd, right?\nHuman Agent: your cameras do not have sd cards or an sd card slot\nCustomer: ok, thanks\nHuman Agent: you're welcome"]
["Customer: Hi need help canceling a cloud service for a particular device that is no longer in working condition.\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up the account to see how you subscribed, one moment. \nHuman Agent: Looks like you have several subscriptions which ones are youw anting to cancel?\nCustomer: It has 2 devices package together but only want one canceled. \nHuman Agent: Okay, Is it the camera naemd Master bedroom?\nCustomer: Yes\nHuman Agent: Okay, I was able to successfully cancel the subscription for you, it will no longer renew.\nCustomer: Ok. Still have cloud service for foyer device right\nHuman Agent: Yes, the device will still have the time that was paid for, it will just no longer renew.\nCustomer: So I have to re-subcribe for that device?\nHuman Agent: Yes, When it comes time you would just have to resubscribe that camera to continue the service. \nCustomer: Ok. Thank u!!\nHuman Agent: No problem, thank you as well, have a great day."]
["Customer: Cancel subscription \nCustomer: -1\nCustomer: Phone number\nCustomer: Agent\nCustomer: I want to cancel my subscription \nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: Yes\nHuman Agent: Open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option."]
["Customer: I just want you guys to know I am not getting to submit my subscription \nCustomer: I did all of that but yet still I need your help\nCustomer: Iti help me to submit my subscriptions \nCustomer: I already did that\nCustomer: To get my subscription submitted \nCustomer: I am not getting to subscribe \nCustomer: I followed all the guide\nCustomer: I am from 🇬🇾 Guyana \nCustomer: I needs to submit my subscription \nCustomer: Omg you guys really nit getting it I an trying to submit my subscription  !!!!!\nCustomer: -1\nCustomer: Hi my name is Dawn\nCustomer: I am trying to submit my subscription but the payments app yall put is not responding why ????\nHuman Agent: Hello, you've reached customer care, my name is Kylie. When you try to subscribe what occurs? are you perhaps able to take a screenshot of the error that happens?\nCustomer: Ok\nHuman Agent: Can you give more information on the issue you're getting or send a screenshot of the error if you're getting an error?\nCustomer: D/static_file/27ba3460c3_1_20241202115914.jpg\nCustomer: This is in active \nHuman Agent: That is zmodo.com which is for purchases of physical products, not subscriptions. Additionally, that is just a list of payment types we accept, not where you would pay. If you are attempting to subscribe to cloud service, you would do so from the cloud section of the app. \n\nCustomer: I am trying those payments and none is working\nHuman Agent: That is zmodo.com which is for purchases of physical products, not subscriptions. Additionally, that is just a list of payment types we accept, not where you would pay. If you are attempting to subscribe to cloud service, you would do so from the cloud section of the app. \n\nCustomer: That's is in the cloud app\nHuman Agent: Did you maybe go to the support section which redirects to the site? In either case, you would need to subscribe from the cloud section of the phone app. What sort of issue are you having when attempting to subscribe from there?\nCustomer: D/static_file/cbebbe4674_1_20241202120314.jpg\nCustomer: D/static_file/0a5613b2d0_1_20241202120343.jpg\nHuman Agent: Okay, and then what sort of issue are you having when attempting to subscribe there?\nCustomer: D/static_file/17f81e14e6_1_20241202120427.jpg\nHuman Agent: Okay, and then what sort of issue are you having when attempting to subscribe there?\n\nCustomer: I am trying to pay for my subscription but the payment app is inactive \nHuman Agent: Are you on Android or Apple? And when you say it is inactive, what do you mean? You would typically hit a button below there to subscribe. \nCustomer: It's not responding \nHuman Agent: Are you on Android or Apple? And so you scroll down, hit subscribe, and nothing happens?\nCustomer: Android \nHuman Agent: Okay, so payments would go through Google. Is your play store up to date and do you have a payment method entered in there?\nCustomer: Ok I will do so and get back to you\nHuman Agent: Okay, let me know if you have any further trouble. \nCustomer: Hey I still not getting through\nHuman Agent: Okay, you set up a payment method in your google account via the play store?\n\nCustomer: Yeah I already have that\nHuman Agent: Okay, if you're still having trouble launching payment, you may also subscribe from user.zmodo.com by logging in and then going to the cloud section to subscribe. \nCustomer: I already did that\nHuman Agent: What you were doing before was in the zmodo app, you also went to user.zmodo.com on your browser? \nCustomer: D/static_file/ea457976e1_1_20241202121602.jpg\nCustomer: The subscription app keeps going around \nCustomer: D/static_file/034c5c34b0_1_20241202121714.jpg\nHuman Agent: That is the Zmodo app, not user.zmodo.com\nCustomer: I tried all was but yet no getting in \nHuman Agent: Can you send a screenshot of the issue you're having on user.zmodo.com?\n\nCustomer: Yes \nHuman Agent: Can you send a screenshot of the issue you're having on user.zmodo.com?\n\nCustomer: I already sent you many\nHuman Agent: You sent me screenshots of it not loading in the app, but have not sent any of user.zmodo.com. \nCustomer: I did both \nHuman Agent: The only screenshots you have sent have been from either the support site or the app. I can tell as the web app has different wording when subscribing. Please open your phone's browser, likely Chrome on Android phones, then go to user.zmodo.com, and log into your account and then attempt to subscribe there."]
["Customer: Delete my subscription \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see how you subscribed\nHuman Agent: it looks like your subscription is going through apple for the processor, I am unable to cancel the subscription from my end, you will have to cancel it from your apple subscriptions. To do that just go into the phone settings, click your apple profile, click the subscription area then select the sub and click cancel, when it is canceled successfully it will show an expiring date."]
["Customer: We cancelled the credit card that our Zmodo was being charged for. I need someone to call me so I can give you a new payment method.\nCustomer: 1\nCustomer: Agent\nCustomer: I don't know what either of those are. We have a simple surveillance system with about 4 cameras.\nCustomer: agent\nHuman Agent: We cannot take payment information over the phone. You would update the payment information either in the web app or through your Apple or Google account depending on how you started the subscription.\nCustomer: I'll have to check with my husband. I'm pretty sure he just gave them our credit card number which has just been cancelled. We need someone to contact us. The e-mail address I use is dkreed@frontiernet.net. Thank you.\nCustomer: agent\nHuman Agent: The subscription on that account is managed through a Google account. So you will want to check the Google account that you used for the subscription and update the payment method in that Google account.\nCustomer: I'll let my husband know thank you...\nHuman Agent: You're welcome."]
["Customer: Hello \nCustomer: Suscribe again to a cloud service \nCustomer: Yes \nCustomer: I need help i cant resuscribe my camera to the cloud \nCustomer: Ok\nHuman Agent: Hi my name is Wendy.  Which camera are you having trouble subscribing to cloud? What is the name or ID on the camera?\nHuman Agent: Do you get an error message when trying to subscribe?\nCustomer: Back yard\nCustomer: Says the camera is already suscribed! \nCustomer: But is not\nHuman Agent: Please subscribe on the web app from a computer.  \nHuman Agent: Link to web app:  https://user.zmodo.com/login\nHuman Agent: You may have an easier time subscribing on the web app.\nCustomer: Ok thank you\nHuman Agent: You're welcome!"]
["Customer: Why was my cloud service ended on my one camera that was paid for the year\n\nCustomer: You cancelled my already paid for service\nCustomer: -1\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Talk to an agent\nHuman Agent: It looks like you had an Apple subscription for 3 devices and removed one of those devices from your account. So you will want to edit the subscription to enable the subscription on a third device on your account. Tap on Cloud and scroll down to the active subscription. Tap on View Details and tap on Edit. Then you can enable a third device."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Se puede chatear en español?\nCustomer: Agente\nCustomer: Buenos dias\nCustomer: Quiero renovar el pago para tener acceso a las camaras\nHuman Agent: Puede suscribirse a través de la aplicación móvil tocando la pestaña Nube y suscribiéndose. También puedes ir a la aplicación web y suscribirte en user.zmodo.com"]
["Customer: I would like to cancel my subscription. How do I do that?\nCustomer: Agent\nHuman Agent: Hello, my name is Grant. I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?"]
["Customer: I paid  my subscription last week and my cameras still not working,  how can I get my money back? And unsubscribe\nCustomer: What is your company customer support number \nHuman Agent: The cameras that are subscribed on your account are offline. That means that they are not connected to the internet. You would want to restart the cameras and if they do not come online after a restart, do the QR Code to set them up.\nHuman Agent: If you just want to cancel the subscription, then you would do that through your Google account. I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: Please \nCustomer: Android yes \nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option.\nCustomer: Thanks\nCustomer: Do you guys send any confirmation?\nHuman Agent: The subscription is managed through your Google account, so it may be Google who would send any confirmation of cancelation. You can see the status of the subscription in your Google account and it will say it is expiring if it is canceled. You will also receive an email from us when the subscription is close to expiring notifying you that it will stop recording and will not renew."]
["Customer: I just set up a new subscription.  thought I was doing 30 day. not sure what the difference is other than 7 day vs 30 day\nCustomer: it appears it is the same price 99 a year\nCustomer: gent\nCustomer: ent\nCustomer: agent\nCustomer: I just added two cameras to the subscription.  it appears to be the same $99 for 30 or 7day storage. \nHuman Agent: Hello, you've reached customer care, my name is Kylie. The 7 day and the 30 day plans have the same features, however the difference is you are able to see 7 day play for 7 days in the apst before it overwrites to make room for more video, where as the 30 day plan gives you a 30 day window before it overwrites to make more room. \nCustomer: yes is it the same price for the 3 cameras?\nCustomer: to go to the 30 day\nHuman Agent: You subscribed 2 cameras to the 7 day plan yearly, which is 49.99 + 49.99, it is priced per camera. \nCustomer: ? there should be 3 cameras now\nCustomer: two new ones\nCustomer: D/static_file/f9864926d9_1_20241108103014.png\nHuman Agent: Okay, you susbcribed two together, and 1 by itself, that would be 49.99 times 3\nHuman Agent: they are priced individually per device. \nCustomer: okay it would the 30 day plan be the same price?\nCustomer: remove the word \"it\"\nHuman Agent: the 30 day plan is 99.99 yearly per camera, the price would not be the same and he higher. \nCustomer: okay it was not clear.  all done.  thanks\nHuman Agent: No problem, have a great day."]
["Customer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Hi I've been charged for 2 cameras. I finally got it canceled in Google. Now how do I get my 1 camera redone without being charged again\nHuman Agent: You can go to the app, to the subscription area then subscribe. As your going through the subscription process be sure to have only 1 device selected so it is a 1 device sub.\nCustomer: My one camera that is working is showing pending on the actual app but won't subscribe because the 1 with 2 cameras shows canceled\nHuman Agent: Can you take a screenshot of the page where you are seeing this so I can see how it appears for you?\nCustomer: How do I attach it\nHuman Agent: You should be able to attach it to the chat and send it to me here, if you have trouble with that then I can have you email it to me instead\n\nCustomer: And I have to close this chat screen in order to get back to it to screenshot it.Are you still going to be here when I come back\nHuman Agent: Yes, the chat will still be here as long as your not leaving the chat for more then 7 minutes.\nCustomer: Ok\nHuman Agent: Okay\nCustomer: They won't attach. All it gives me to choose is (pin)\nHuman Agent: I'm unsure what you mean by pin. I could have you send via email or text though if that would be easier for you. Would one of those work best for you?\nCustomer: Yes \nHuman Agent: I'm unsure what you mean by pin. I could have you send via email or text though if that would be easier for you. Would one of those work best for you?\n\nCustomer: It's like a little stick pin .And it has no paper clip to attach\nCustomer: Can I text\nHuman Agent: It should be a little camera icon in the chat. \n\nSure. The number to send to is ‪(309) 323-8228. \nHuman Agent: Got it, so what happens when you choose to hit subscribe there? \nCustomer: It gives me an error\nHuman Agent: Okay, please try that and show me the error you get. \nCustomer: Ok\nHuman Agent: Thank you. \nCustomer: It says there's no available devices. Obviously my one camera has gotten cleared or dropped off. Line, I'm gonna have to mess with it and get it back online, I guess?\nHuman Agent: It does not need to be online to subscribe (though I would generally recommend it). Can you try from user.zmodo.com instead in that case and see if you can subscribe once logged in there?\nCustomer: The one device that was pending says it's close now on the 1 screen.So I'm gonna have to connect it again.I have to get back to you guys.Appreciate all your help thank you\nHuman Agent: Okay, though online status does not have any impact on whether you may subscribe. \n\nHuman Agent: Feel free to reach back out when you have time though. \nCustomer: Well , I thought you were gonna tell me what screen I go to subscribe"]
["Customer: Troubleshooting\nCustomer: Representative \nCustomer: I activated subscription but my cameras never worked paid the 19.99 well today I'm charged another 19.99 I wanted to see about canceling and getting both refund of 40$ since never worked please\nCustomer: Hello?\nHuman Agent: The subscription is not what makes cameras come online, if the cameras were offline going through the setup to connect/reconnect them would be the way to get them working I can send you the directions for the setup if you would like. Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date. \nCustomer: It worked for one day.  If I can't get neither refunded I'll dispute with my bank and leave horrible feedback thanks for not cooperating!\nHuman Agent: That is your prerogative, We are unable tos ee how long the caemra has been offline to proove what you claim. When subscribing it states it is non refundable in our terms of service. You did not contact us for assistance with the caemras to help get them back online and the service is an automatically renewing service so it was your responsibility to contact us or cancel the service before renewal. We will dispute your dispute as services are being provided and we are willing to assist you with getting the cameras online for you to use the services paid for. \nCustomer: I tried that already with you and couldn't get them working\nHuman Agent: Im confused, me and you have not troubleshooted the issue at all. \nCustomer: I have used this same chat method more than once trying to I'm not sure how you look it up\nCustomer: Furthermore CANCEL everything\nCustomer: Cancel subcription\nHuman Agent: There are no previous chats linked to the account when I look up your account info. \nHuman Agent: I am not able to cancel the subscription on my end for you due to the processor being google, to cancel you will have to go to the play store, click your profile, click subscriptions then choose cancel. \nCustomer: Oh really this is fun.... thanks this is the worst ever I wouldn't recommend you to anyone!!!!  Definately disputing horrible service and shitty cameras\nHuman Agent: That is perfectly fine, as mentioned we will dispute the dispute. regardless of your frustrations I wish you well and hope you Have the day you deserve."]
["Customer: hi. I had cancelled my subscription back in November but was still charged this month \nCustomer: Agent \nCustomer: Thanks \nHuman Agent: Hello, you've reached customer care, my name is Kylie.  Would you be able to take a screenshot or a photo where it shows what the charge was for, the date, then the name on for the billing charge at all for me to review? its showing on my end that your subscription was going through apple for the processor previously and that each of the cameras are expired but I want to see how it looks from your end as well.\nCustomer: ?\nCustomer: Sorry i think i had to reload the page it didn’t show your previous message until now \nHuman Agent: Is there something that's confusing you about what I requested?\nCustomer: Yes i can let me do that \nCustomer: D/static_file/99efdb21a2_1_20250227102311.png\nCustomer: D/static_file/54fe09e36e_1_20250227102426.png\nCustomer: I didn’t get a receipt for it to my email \nHuman Agent: Okay, Im going to have you check a few other area, So far on apples side its showing that its been canceled and expired in the second screenshot, so I don't think this charge was for the cameras. Can you go to your apple settings, then click your apple profile, select subscriptions then take a screenshot of that page and send it to me. \nCustomer: D/static_file/8ea442d824_1_20250227102709.png\nCustomer: I called apple first. I went through their process and they concluded the charge was for the cameras and were unable to refund me on their end \nCustomer: D/static_file/49d8334ffb_1_20250227102827.png\nCustomer: D/static_file/33e00078d1_1_20250227102954.png\nHuman Agent: Its showing on your apple sub area here that the last time it renewed was on Nov 7th for your service with us and it has expired and has not renewed. The other charges under it that say its for iCloud is not for our subscription and that is for apples iCloud which is a separate service unrelated to the cameras. \nCustomer: The iCloud is $9.99. The charge on my account is $29.99 which is the amount for the cameras \nCustomer: Yes\nHuman Agent: Apple is the billing processor, it does sound like they have already given you a ruling for the charge being non refundable, it is our policy that the cloud service is not refundable so that echo's that. I myself from what it shows in your apple subscriptions area am seeing that on their end its saying it has not renewed though so you may want to check with them again that its not a charge from something else."]
["Customer: i need to cancel\nCustomer: agent\nHuman Agent: HI my name is Wendy.  One moment I will check how you are subscribed to cloud\nHuman Agent: I am unable to cancel the subscription on my end, as you are subscribed via Google but you can follow this guide on how to cancel your subscription via Google. https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid"]
["Customer: Live agent \nCustomer: Agent \nHuman Agent: How can I assist you?\nCustomer: The app is not allowing me to add room 2 to cloud \nCustomer: I have subscriptions on all other cameras but for some reason it won't allow me to add a plan to that camera. Every time I try it gets to the payment and just spins. I've tried several times, several ways. \nHuman Agent: Are you trying to subscribe through the mobile app or through the web app?\nCustomer: I've tried both and both do the same thing. Neither will allow me to add room 2 cameral to a subscription \nCustomer: Can you pls assist me \nCustomer: I wish to add it to a 4.99 7 day cloud plan\nHuman Agent: It would have to be subscribed through to mobile app or web app. When you tried both, are you using the same phone or tablet?\nCustomer: I am using my cell phone \nCustomer: I don't have a tablet. I have my cell where I have always done it\nAnd I tried doing it on my laptop and that didn't work\nHuman Agent: Alright, then you can try to uninstall and reinstall the app. Then you can try subscribing.\nCustomer: Already tried that\nHuman Agent: Can you send a screenshot of what you get when you try to subscribe through the web app and through the mobile app?\nCustomer: If I leave the chat won't you go away ?\nCustomer: I have to leave to go do that. We are on my cell \nHuman Agent: That is fine. The chat will remain open for at least 7 minutes. And you can open a new chat if this one times out and closes.\nCustomer: Ok let me go do it. But ot doesn't say anything\nThe payment thing just spins\nCustomer: D/static_file/5d55e68d2b_1_20241218132237.jpg\nCustomer: D/static_file/c8b3d06547_1_20241218132242.jpg\nCustomer: D/static_file/3a05f22280_1_20241218132243.jpg\nCustomer: D/static_file/ac3f7c1f16_1_20241218132244.jpg\nCustomer: These are all the ways I've tried it. None work.\nThey all just sit and spin. The payment never goes through. The timer just runs out and it just goes back to home screen\nHuman Agent: Okay, so that is the mobile app. It looks like it may be having trouble communicating to the Google account or there is an issue with the payment processing in the Google account. Can you try subscribing the camera through the web app? You can go to user.zmodo.com\nCustomer: I already did\nIt won't work there either \nCustomer: That's what I did on my laptop\nHuman Agent: Lets try it and can you send a screenshot of what happens when you do that?\nCustomer: I cant send ss from my laptop 😪 \nHuman Agent: You can either send the screenshot to your phone or you can take a picture with your phone.\nCustomer: Ok hang on\nCustomer: Im logging in now\nCustomer: D/static_file/7a5681ce2c_1_20241218133019.jpg\nCustomer: It won't do it there either \nCustomer: Can you not just fix this on Your end ?\nHuman Agent: If you are connected to Wi-Fi on your phone, then you can try doing it on your Cellular Data?\nHuman Agent: No, I cannot start a subscription for you.\nCustomer: I have tried in and off wifi\nCustomer: Neither work \nCustomer: This is ridiculous \n\nHuman Agent: You can try restarting the phone or trying through the app with another phone or tablet. The other thing to check is make sure that there is nothing blocking the payment through your Google account or your credit card. It could be being stopped there through the web app if it tried to charge, but failed several times through the Google account.\nCustomer: Who knows. \nAt this point Im tired of messing with it.\nIt now says the camera is expired\nIm about to cancel my whole subscription with yalls whole service because your customer service sucks \nYall are no help, you can't talk to anyone and nobody can fix a damn thing \nHuman Agent: Yes, it should show that camera as expired when there is not a subscription on it. You can cancel the subscription in your Google account if you would like.\nHuman Agent: If you want to schedule a callback appointment, then you can tap on Schedule Call."]
["Customer: Is it possible to get a bundle on 3 cameras \nCustomer: Speak to an agent \nCustomer: Hello \nCustomer: Customer care agent\nHuman Agent: There is not a discount for multiple devices. The subscriptions are per device, so if you want to subscribe three cameras, then you would tap on Subscribe and select the three cameras you want to subscribe."]
["Customer: can you subscribe my 6 device for me here?\nCustomer: i need a call for assitance when i am doing this  on my phone\nCustomer: However, you can type in \"Agent\" and then press the \"Customer Care Agent\" button to chat with a support agent for help.      Who am i  talking to?\nHuman Agent: We cannot start a subscription for you. You would start a subscription through your mobile app or the web app. \nHuman Agent: You can tap on Schedule Call to make a callback appointment if you would like to speak to a representative on the phone."]
["Customer: My subscription did not update to the new app \nCustomer: It is not there \nCustomer: Nope you’re wrong I’m on the app\nCustomer: My subscription does not show on the new app account from Zmodo \nCustomer: Hello\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Your previous Zmodo subscription will not show in the cloud section of  our partners apps unless you subscribed from there  Let me look up your account to see how you subscribed. \nCustomer: Thank you Kylie \nHuman Agent: To manage your subscriptions from Zmodo you would either use the Zmodo app or use the Zmodo web app. \nCustomer: Ok but I updated the Zmodo app to this app because you said I needed to so how do I access my subscription from this new updated app \nCustomer: I need to be able to access the AI FEATURE from this updated app that I paid for with my subscription from Zmodo \nCustomer: Why didn’t my subscription transfer over to this app \nHuman Agent: You cannot manage the Zmodo subscriptions from it, the subscriptions are still on the cameras though. As I said before you would only be able to manage the subscription form the Zmodo app or the Web app. \nCustomer: Ok so why did I have to update to this app ? \nCustomer: If I cannot access any features that I pay for via the Zmodo app on this app ? \nHuman Agent: I don't know, Its optional if you wish to use this app or Zmodo, we have different plan options and the viewing is different on each so perhaps that's why? you are not forced to use one app over the other.  You can still view playback for the camera from this app, you would just go to the camera then click playback. \nCustomer: I tried that on this app and it says I need to have a subscription in order to view the video \nHuman Agent: Which camera did you click playback for? you only have one camera subscribed which is the Front doorbell camera so it should let you tap Playback for it.\nCustomer: That’s the one \nHuman Agent: Can you take a screenshot of what happens when you click playback and send that to me?\nCustomer: Yes\nHuman Agent: Okay\nCustomer: D/static_file/90d8e7d583_1_20241212173808.png\nCustomer: Here ya go \nHuman Agent: Your not in the right area, you would go to the camera, then click playback and take a screenshot of that\nCustomer: 👍🏽\nHuman Agent: Okay\nCustomer: D/static_file/3bf6e83e39_1_20241212174050.png\nCustomer: D/static_file/17ca328ed9_1_20241212174104.png\nCustomer: Is that the right screen \nHuman Agent: Partially, your right now in the live video, You would tap on the cloud to see playback.\nHuman Agent: thats area after you tap on playback is what I want to see\nCustomer: Ok\nCustomer: There isn’t a playback option only the screen that I took a picture of \nHuman Agent: Yes, the bottom right is where its at, that cloud with the play symbol in the middle is the playback button.\nCustomer: Ok here you go \nCustomer: D/static_file/141086570a_1_20241212174730.png\nHuman Agent: Yup your in playback, you can see the playback is there, it starts at the beginning of the day as you can see there so you can see and access it. \nCustomer: Ok thanks ! Now I can access it , I appreciate your help \nHuman Agent: No problem, glad I could help. Is there anything else I can assist you with today?\nCustomer: No not at this time , thank you have a good evening \nHuman Agent: Okay, Have a great day.\nCustomer: You too"]
["Customer: Troubleshooting\nCustomer: Question regarding the cloud playback compared to older version\nCustomer: My older version allowed me to see the areas where there was not movement but the new version skips the area completely and shows nothing during that time space\nCustomer: Can I chat with a live person\nHuman Agent: Hello, you've reached customer care, my name is Kylie. What  plan are you currently subscribed to?\nCustomer: The 30 day plan\nCustomer: Yes I’m here\nHuman Agent: OKay, on my end its showing that these cameras have the clips plan currently\nCustomer: What does that mean?\nHuman Agent: the clips plan is not the same as the 30 day continuous plan, it only takes clips with motion so if you wish to have that plan you would need to cancel the clips subscription then resubscribe to a continuous plan instead.\nCustomer: I’ll review the plans\nHuman Agent: Okay, Have a great day"]
["Customer: Speak to a person please\nHuman Agent: How can I assist you?\nCustomer: We have had your services for sometime now. My payment method needs updated, but I did not want to update yet because we only have one camera at the moment and did not want to be charged for all 5 \nCustomer: We only use the camera whetzell23\nCustomer: Later we will add one other camera, not at this time\nHuman Agent: Then you would want to cancel the subscription first and then you can update the payment method and start a subscription for one device.\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: Yes do I just go through google account? \nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option.\nCustomer: Ok will do. Then do I just go through the app to renew? Zmoto app I mean\nHuman Agent: Yes, you would start a new subscription for the one device through the Zmodo app.\nCustomer: Thank you\nHuman Agent: You're welcome."]
["Customer: Hello Zmodo - one of my cams isn’t recoding to the cloud - yet I’ve paid u in full for a year. \nCustomer: Actually - it’s all of them - they stopped @ 8:21am. Is there a server issue?\nCustomer: Provide contact info for your support agents \nCustomer: Hi grant. Is there a server issue?\nHuman Agent: Not that I am aware of. There have not been any other reports of similar issues today. Which camera are you having trouble with?\nCustomer: My cams all stopped recording @ 8:21am today. I truly rely on your cloud service. The cams are viewable just fine. Zero playback tho\nCustomer: All 4 on my acct. \nCustomer: Please verify on your end. Zero cloud recording after 8:21-am\nCustomer: This isn’t the service I expect when paying too dollar \nHuman Agent: I can sync and restart the cameras. That should resolve any issue and the cameras will start recording again.\nCustomer: ^ top dollar for. \nCustomer: Please advise sir. \nHuman Agent: You should start seeing the recorded footage after about 10 minutes, but it can sometimes take up to 60 minutes to start showing the backlog of video.\nCustomer: What occurred here?\nCustomer: It’s 2:43mst here. I can see footage from 8:21am onward today. All other days playback just fine. \nCustomer: Please advise. I need a clip from this morning. This is what I pay u for….\nCustomer: Is there a support supervisor that can answer this?\nHuman Agent: There could be several potential causes. Since it was all of the cameras at the same time, it was likely that they lost connection briefly and when they reconnected they did not start recording, or they desynced another way that caused them to stop recording.\nCustomer: Breech of contract is a serious offense \nHuman Agent: We do not have any footage that you do not have available in your app.\nCustomer: How to address this now?\nCustomer: And in the future. \nCustomer: Why would my cams be on & linked to my network & app but not recording as of 8:21 today?\nHuman Agent: As I mentioned, I synced and restarted the cameras, which should resolve any issue and they should start recording again. You should start seeing the recorded footage after about 10 minutes, but it can sometimes take up to 60 minutes to start showing the backlog of video.\nCustomer: So, I cannot access the clips I need from this morning? \nCustomer: That’s a major problem for me. \nHuman Agent: There could be several potential causes that the cameras stopped recording or desynced from the servers. Since it was all of the cameras at the same time, it was likely that they lost connection briefly and when they reconnected they did not start recording, or they desynced another way that caused them to stop recording.\nCustomer: Who can speak to me about a fair resolution?\nCustomer: You’ve already said that - you’re simply repeating yourself \nCustomer: What’s a phone number I can call to discuss my loss of footage in more detail?\nHuman Agent: You asked the same question, so I figured maybe my message had not gone through to you.\nCustomer: You’re a funny guy. \nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: I’ll need a supervisor to call me. This is unacceptable \nCustomer: Breach of contract is a serious issue\nCustomer: I pay for cloud-based documentation of my property \nHuman Agent: I understand. It looks like you have a callback appointment scheduled. You will receive a call during your scheduled appointment time and you can speak with the supervisor about you cameras and your cloud plan.\nCustomer: Thanks for ignoring me as well. I’ll look forward to a detailed conversation with a supervisor. \nHuman Agent: I am sorry if you feel ignored. What issue or question did I ignore or not address?\nCustomer: Never mind. You were just very slow getting back. I’ll look forward to a discussion. Good day. \nHuman Agent: Have a good day."]
["Customer: Troubleshooting\nCustomer: Good morning \nCustomer: I have several devices at one location but for some reason they’re not showing on the same subscription \nCustomer: I couldn’t edit it \nCustomer: -1\nCustomer: I need to get all my devices subscription together \nCustomer: Currently they don’t show together but on separate subscriptions \nCustomer: I’ve already tried that but it won’t let me select them together \nCustomer: Can I talk to an agent \nCustomer: Ok\nCustomer: I’ve already tried go add them to the same subscription but they don’t show up on the name list when I’m selecting them they show up separately \nCustomer: I need to get that fixed \nHuman Agent: It looks like you have two different subscription plans. You have the Clips Plan that some of your cameras are on and you just started a free trial for the Continuous Plan on some of your other cameras.\nHuman Agent: You would need to disable the subscription on the cameras that you want to change and then go to the other subscription and enable the devices on that subscription plan."]
["Customer: Please help ne\nCustomer: I’m about to lose the video I need help with\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: I’m trying to record a clip of Nov 2 1245 am and when I click on that time frame it bumps me to 145 and it’s not letting me see 1245\nCustomer: When I click 1200 am it bumps me to 1am\nCustomer: I think this is due to the daylight savings time because I live in Pacific standard time in Cslifornua\nCustomer: There is footage available but I can not check on it\nCustomer: And this is upsetting ne\nCustomer: Why can’t these videos store longer\nCustomer: I really need some help with this\nHuman Agent: Yes, it is likely in relation to the time change. Do you have an event you can try tapping for the footage you're trying to access? The footage is available only for the length of time declared in your plan. In this case you picked the 7 day plan. \nCustomer: Dillion\nHuman Agent: My name is Dillon. Do you have an event you can try tapping for the footage you're trying to access? The footage is available only for the length of time declared in your plan. In this case you picked the 7 day plan. \nCustomer: Yes sir can I upgrade one of my cameras to the 30 daybplan\nHuman Agent: It would only last according to the plan you had at the time of recording. \nCustomer: Also when I click on the event it automatically bumps me up the hour\nHuman Agent: So if you upgrade, it will not impact past footage. \nCustomer: So I went to nov1 and clicked 1145 hoping it would bump me to 1245 move 2 but instead it bumps me to 1145 Nov 1st instead\nHuman Agent: Okay, please try going to the event tab and manually scroll back as far as possible. In that way you may be able to access 11/1. From there try going to 11:45pm to see about being bumped to the time you want on the 2nd. \nHuman Agent: In the time stamp on the video, does it show 11/1 still too?\nCustomer: When I scroll back it does the same thing let me try again\nCustomer: So if I upgrade my camera can I retrieve past videis\nCustomer: If I go look at cameras will our chat end\nHuman Agent: No, as I said it lasts only according to the plan you had when it was recorded. Upgrading now will not impact that footage. \n\nYou may freely leave the chat and return. It will stay active 7 minutes from the last message so as long as you're back by then, it will still be here. \nCustomer: Yes it does when I’m on 11/1 it doesn’t bump me to 11/2 I stay on 11/1\nHuman Agent: Okay, would you be alright with temporarily changing the password to abcd1234 so that I may log in and try to recover the footage for you?\nCustomer: So nope\nCustomer: It doesn’t let me scroll backwards either\nHuman Agent: You mean no you would not be willing to do that?\nCustomer: Yes pkease\nCustomer: Where do I go to changevpassword\nCustomer: Yes I’m willing to do tgat\nHuman Agent: Okay, please let me know once you have changed the password to abcd1234 so I may try. You can reset it by going to the Me section of the app, system settings, then change password. \nCustomer: I am willing\nCustomer: Ok give me a moment\nHuman Agent: Okay. \nCustomer: If we get disconnected my name is Laura my number is 1 559 8033680\nHuman Agent: Okay, the chat will be active for 7 minutes from the last message. If you would prefer a callback, it would need to be scheduled via the form below, but we do not have any further callbacks until next week when that footage would be gone. \n\nCustomer: Ok\nCustomer: Done\nHuman Agent: Okay, one moment. \nCustomer: Is this still you\nHuman Agent: Yes. \nCustomer: I hope you are still there\nCustomer: Thank god\nHuman Agent: I was able to log in, which camera is it that you're trying to access the footage on so I may test to see if I can get it for you?\nCustomer: SnL bedroom\nHuman Agent: Okay, one moment.\nCustomer: I’ll take 1230-1am on Nov 2 2024\nCustomer: I need 1240-1250 specifically\nCustomer: I’m going to keep messaging so we don’t lose contact\nCustomer: Take your time no worries\nHuman Agent: That's alright, it won't close currently while I'm doing this. \nCustomer: Oh okay\nCustomer: So is it letting you get to it\nCustomer: Are you able to see the foitage\nCustomer: Footage\nCustomer: This is a huge problem\nHuman Agent: It looks like it is working from the web app, but we can only grab the video in 10 minute sections there. I just got the first 10 minutes. It does not have the timestamp from here though, is that alright?\nCustomer: What do you mean?\nCustomer: Y why can’t there be a timestamp\nCustomer: I need the 1245 timestamp.,, sir\nCustomer: Working from the web when I sign in on web it won’t let me see the cameras it makes me go to the app\nCustomer: How do I see the cameras on the web\nHuman Agent: The web app does not support the time stamp. I'll send you this first so you have the footage, then see if I can recover from the phone app to get you the time stamp as well. Do you want this sent to mslstone006@gmail.com?\nCustomer: Can you send it to rainbeaue@yahoo.com\nCustomer: Thanks\nCustomer: Can I go look\nHuman Agent: Sure, one moment. I'll let you know once it is sent. \nCustomer: Did you send the footage\nHuman Agent: I just sent the email, it may take a moment to arrive due to the video footage.\nCustomer: Ok\nHuman Agent: Okay, while you review that, I will check whether I can recover it with the time stamp. \n\nHuman Agent: Okay, I am able to access with the time stamp as well and am attempting to download the footage now. \nCustomer: Let me retrieve it again the date shows November 8th\nCustomer: It timestamped todays date and time\nCustomer: On the video\nHuman Agent: Strange, I had clicked the events from that time on 11/2. I'll let you know once this clip finishes downloading on the phone app. \nHuman Agent: I am not seeing a timestamp in the sections I sent you. \nCustomer: So the first video is the first 10 minutes then the second video is the next 10 minutes and the 3rd video is the last 10 minutes?? Is that correct\nCustomer: At the top of the video\nHuman Agent: The one starting with 358 was the first ten I believe, then 972 was the second, then 105 was the last. \nCustomer: It has November 8 with the current time rolling even with the sexmconds\nCustomer: Ok let me look\nHuman Agent: The footage I sent you did not have a timestamp rolling along the top. \nCustomer: The one marked 105 it isn’t downliading\nCustomer: The 975 one did\nCustomer: I mean 972\nCustomer: Now I’m trying 358\nHuman Agent: 972 did not have that. However, I just got the footage from phone and am sending it to the computer to email to you. \n\nCustomer: I’m glad I can see the video but I need the time stamp\nCustomer: Okay thank you\nHuman Agent: As I mentioned I was able to recover it and am uploading it to send to you. One moment. \nCustomer: If I upgrade this camera can you go back any further than Nov 1 or is that videos all gone\nCustomer: Thank you dhillon\nCustomer: You are SUPEr\nCustomer: SUPER\nHuman Agent: No, upgrading will not impact previous video and would only affect future recordings. \nCustomer: Okay I see\nCustomer: Do you guys have upgraded camera that have better lighting and sound?\nHuman Agent: I apologize for the wait, it is still uploading. You're welcome to go ahead and change your password again whenever you would like to though as I have already downloaded the footage. \n\nYour current cameras do not have audio. If you would like audio a good option would be our mini pro. It is for indoor use only though. \nCustomer: Were\nCustomer: You able to send it\nCustomer: Do they have the same capabilities \nCustomer: Like the viewing size and continuously record \nHuman Agent: It is still in the process of uploading. I apologize, but it takes longer for this since it has to go from a phone to the computer before I may send it to you. This is also a larger file it seems. \n\nThey are compatible with cloud and display at the same 1080p resolution. \nCustomer: What all cameras do you offer\nCustomer: Yeah I’m good I appreciate you for this, thank you\nCustomer: I’m patient\nCustomer: How much are they\nCustomer: I’d like to buy 2\nCustomer: Ok 1 and if it works out then another\nCustomer: Are they wireless how do I find it the camera\nHuman Agent: We will be closing in 10 minutes at 6pm CT. I would be happy to continue to assist you until then, but the chat will close at that time. If you would like a callback, you may schedule one via the button below. If you would prefer an email follow up instead, please let me know and provide an email you would like me to reach out on Monday. I will make sure you are sent your footage before leaving the office. \n\nhttps://www.zmodo.com/1080p-indoor-wifi-camera-2pack \n\nThey are wifi cameras. I have linked the 2-pack above. \nCustomer: If it’s still uploading I am fine take your time sir\nCustomer: Thank you\nHuman Agent: No problem. Yes, I'm waiting for it to upload. The chat will stay active even if you receive a warning message of 5 minutes since the last reply for now while I am waiting for this. \nCustomer: Please email me rainbeaue@yahoo.com\n\nCustomer: Here are all my emails \nRainbeaue@yahoo.com\nMslstone006@gmail.com\nLaurastone999@hotmail.com\nLaurastine@gmail.com\nLaurastone999@live.com or maybe outlook.com\nCustomer: Lol\nCustomer: Is it still far from being downloaded or is it getting close to finishing?\nCustomer: Yes I’m here until you kick me out\nCustomer: You still there\nHuman Agent: I am still here. It is not telling me how far along it is. I'm going to try another network to see if that will speed things along. \nCustomer: It’s all good just please make sure to send it thank you no rush\nCustomer: Just as long as I get it thank you\nCustomer: Because it will be gone in a little while\nHuman Agent: No problem, it is saved so no worries of losing it from the server. \nHuman Agent: The upload has finished so I will now get it ready to send to you. \nCustomer: Thank you\nHuman Agent: I just saw the download and unfortunately the timestamp shows incorrectly due to the time change. It is the footage it showed me for 12:30, but the time stamp shows 1:30. \nCustomer: Are you sure it is 1230\nHuman Agent: Unfortunately there is not anything I can do to correct that. Thinking about it, I think it is likely what would have been 1:30am due to the hour rolling back on 11/3. So it is what would now be equivalent to 12:30, but would have been 1:30 then. Would you like me to try for what it shows at 11:30 but would have been 12:30 then?\nHuman Agent: I'll have to see if it's still available since that would be labeled as 11/1\n\nHuman Agent: I was able to get it and am trying to download it. I'll send you both just in case. \nCustomer: Ok thank you even if it tomorrow\nCustomer: I can wait as long as you can get it okay thank you\nHuman Agent: We will be closed over the weekend. I'll make sure to get it for you before I head out for the evening, no worries. \nCustomer: Ok no problem\nHuman Agent: https://drive.google.com/file/d/1NhQhB2xth4i5wEqLEcRdaRj2mbH9Dehj/view?usp=drive_link\n\nHere is the first section of footage, I'm still waiting for the other I mentioned. This is the section labeled 1:30 as that is what it would have been then.\nCustomer: But the time I want is 1230-1 not 130-2\nHuman Agent: Right, I mentioned that I downloaded what it said was 12:30, but it ended up being 1:30 due to the time change (the system does not fully understand the time change and so it views it as the time is set now). So I don't believe this is the footage you want, but it's what the first clip ended up being. I mentioned I was getting the other at 11:30 which should actually be what would have been 12;30 now. It may be best to download both to check which was the one you want, but I anticipate it is the one I'm currently getting. \nHuman Agent: The other footage is uploading now, then I will get you a link to download it too. \nCustomer: So on my end when I view the 1130 it bumps me to 1230 on the 1st\nHuman Agent: I do not have the time jumping issue you're experiencing for some reason. \nHuman Agent: It's still uploading currently. \nCustomer: Ok\nHuman Agent: Alright, here is the second file link. https://drive.google.com/file/d/10-k23tyozzhRVL0DQcrS410FDDpS8GI0/view?usp=sharing\nHuman Agent: Oh no, this one shows 12:30am 11/1. It should be PM though as far as I can tell. \nHuman Agent: Or sorry, not PM, just AM on 11/2. \nCustomer: Yes sir\nHuman Agent: Let me double check real quick. \nCustomer: That is what I was trying to explain to you\nCustomer: It won’t go to the next dsy\nCustomer: It jumps me back to the can on same day\nHuman Agent: I understand yours jumps, mine does not, but the downloaded footage is labeled otherwise due to the time change. I'll confirm whether this is the correct footage, one moment. \n\nCustomer: Ok\nHuman Agent: Okay, yes, it seems to have done 11/1 instead. Hm, unfortunately I have no way to access it myself. If you're up for leaving the password as is, I can send it on to the developers, but unfortunately as they are also out for the weekend, it is likely too late to recover it through them. \nCustomer: Sir I will leave my password as is\nCustomer: Can you please download it somehow to preserve it and the grab it on Tuesday or Monday when you get back\nCustomer: Or I can update my plan for this csmera\nCustomer: Won’t it save for two more weeks that way \nCustomer: If I do it now\nHuman Agent: Changing the plan will not impact how long it is stored and I cannot do anything to preserve it with the developers out for the weekend. I have sent them a message and will follow up with you Monday with the result of the inquiry. Have a good weekend in the meantime and you may reach me via the email I sent to you earlier if you have any further questions."]
["Customer: I was just renewed and didn’t want to.  I would like a refund and cancelation.\nHuman Agent: Hello, my name is Grant. It looks like you may have already canceled the subscription for one device on your account. The subscription is managed through your Apple account, so you can double check the status of the subscription and cancel it if it is not canceled in your Apple account.\nHuman Agent: To check the status of your subscription managed via Apple. Open the Settings app. Tap your name at the top. Tap Subscriptions, find the subscription then tap on it to see its status."]
["Customer: Agent\nCustomer: Agent\nCustomer: Hello\nHuman Agent: How can I assist you?\nCustomer: Is there a support phone number I can call?\nHuman Agent: There is not a number that you can call. But you can schedule a callback if you would like a call from a representative.\nHuman Agent: Tap on Schedule Call to make a callback appointment.\nCustomer: I need to get footage from January 5 2025\nHuman Agent: There is not a Cloud Plan on your cameras, so any footage available would be the motion events that are available in the Events tab of your app.\nCustomer: How can I get that footage \nHuman Agent: You can look at what is available in your Events tab. Any events listed there would be the footage that is saved from your cameras.\nCustomer: I need the footage from January 5\nHuman Agent: I understand. There would not be any continuous footage as that is only recorded if there is a Cloud Plan active on the cameras. We do not have any footage that you do not have access to in your app.\nCustomer: On your site it says you save storage for 7 days on a secured server\nCustomer: We need the footage for a ongoing police investigation \nCustomer: So if you can send me a phone number to call or direct me to someone who can help that will be very much appreciated \nHuman Agent: If a camera is subscribed to the Premium Plan, it will record continuously and save that footage for 7 days. The Platinum Plan records for 30 days. Without a subscription, you get the motion events, but the camera does not record continuously or save it for 7 days.\nHuman Agent: There is not a number that you can call. But you can schedule a callback if you would like a call from a representative. Tap on Schedule Call to make a callback appointment.\nCustomer: So if you can send me a phone number to call or direct me to someone who can help that will be very much appreciated \nHuman Agent: Did you receive my message about the callback?\nCustomer: Give me the support phone number please \nHuman Agent: There is not a support phone number.\nHuman Agent: If you want to speak to a representative on the phone, tap on Schedule Call to make a callback appointment.\nCustomer: Where?\nHuman Agent: It is in the chat. I will send it again."]
["Customer: How do I cancel my subscription \nHuman Agent: Hello, my name is Grant. I do not see a current subscription on your account. Is there another email address you may have used for the account?"]
["Customer: Hello it’s not letting me enable all my cameras for cloud\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like all of your devices are already enabled. Could you elaborate on what sort of issue you're experiencing with cloud?"]
["Customer: I paid for a premium subscription for three cameras but they say that I’m not subscribed and don’t have 24/7 recording available on them\n\n\nHuman Agent: Hi my name is Wendy.  You will want to enable the cloud plans on the cameras you want\nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom."]
["Customer: I'm paying for 4 camera service, I'm really using 2. \nCustomer: like. I do for that. \nCustomer: 42 peso.me I can now 20 monthly \nHuman Agent: Hello, you've reached customer care, my name is Kylie, let me look up your account to see how you subscribed. \nCustomer: Give me the.number of the service to the customer \nCustomer: D/static_file/7440ed0d56_1_20241121174229.jpg\nHuman Agent: It looks like your subscription goes through google for the processor, if you wish to change plans you can do this from the cloud section of the app, if you have any trouble though you can always cancel the current plan and resubscribe once again from the app is needed. \nHuman Agent: We do not have an inbound number to call, but we do have outbound calling done via schedule, we only are able to call USA numbers and do not have a Spanish speaking rep if that is an issue for you at all. I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\nHuman Agent: \nWe will be closing at 6PM central time which is in 10 minutes. I can continue to assist you until 6 PM CT Via chat, I can send you the call scheduler or I can also follow up via email if you prefer, what would you like to do?"]
["Customer: My camera got disconnected and now it says product is not compatible \nCustomer: Says camera is not compatible with device but it is a meShare camera \nCustomer: Customer service \nCustomer: I have had me share for about 8 years and one of my cameras got disconnected and when I try to re add it it says the camera is not compatible for my app\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/e6f68d7297_1_20250108174556.jpg\nCustomer: ZMD24FEH4201171\nHuman Agent: Do you still have the quick guide that came with the camera?\nCustomer: I don’t believe so. I have the box but there is no quick guide in it\nCustomer: D/static_file/10a4062e05_1_20250108174806.jpg\nCustomer: D/static_file/15f174befc_1_20250108174818.jpg\nHuman Agent: Okay I can send you the QR code you need to start the set up. Do you have another phone to do the set up with so we can continue the chat on this device. If not do you have a computer that can display the QR code if I email it to you. If so what is the best email to send it to? \nCustomer: Yes I have another phone\nHuman Agent: So you want me to send the QR Code here in the chat? I can do that, just give me a minute.\nCustomer: apland_92@yahoo.com\nCustomer: Here in the chat is fine \nHuman Agent: Okay, do you want me to email it to you or send it to your here in the chat?\nHuman Agent: I also want to let you know that the Live Chat support will close in 10 minutes. If we run out of time, I will send you an invitation to schedule a callback appointment.\nCustomer: In the chat please\nHuman Agent: D/static_file/f8fdfda2f5_1_20250108175130.png\nHuman Agent: I have sent the QR Code in the chat and I also sent an email. Tap the \"+\" icon on the app home screen in the top right. Make sure your camera is powered on and flashing green. Tap Start Installation at the bottom of the screen. Scan the QR code included in this email when prompted by the app. Follow on-screen instructions, input your WiFi password, and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: It’s connected thank you\nHuman Agent: You're welcome. Do you have any questions?\nHuman Agent: The Live Chat will be closing for the evening. If you do have any questions or need any further assistance and you would like to schedule a callback, then tap on Schedule Call. Have a good evening."]
["Customer: Replace camera and bedroom one with a new camera previous camera had issues . I want to continue using my Cloud subscription on bedroom one.\nCustomer: New camera is already replaced. But is asking me to pay for a subscription.\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I review your account. \nHuman Agent: Okay, you'll need to go to your cloud section of the app, tap view details on your subscription, then edit next to enabled devices to decide which cameras have the service applied."]
["Customer: My device 3 is not on my subscription \nCustomer: I cant view my 60 day clip\nCustomer: Hello \nHuman Agent: Hello, you've reached customer care, my name is Kylie. You can try to enable the camera from the cloud area from the mobile app to your plan if you have a multi device plan, otherwise if you go to the cloud section and it shows its only for 1 device then you would subscribe the camera for it to get the service instead. \nHuman Agent: For enabling you would go to the cloud section, scroll down to subscriptions and tap view details or edit, then select the camera you wish to enable to select it, then tap on enable at the bottom."]
["Customer: Would like to subscribe \nCustomer: Having issues subscribing\nCustomer: Live chat agent\nHuman Agent: What issues are you having with subscribing your camera?\nCustomer: It's saying that my camera is expired \nCustomer: But I'm a first time user\nHuman Agent: Yes, the camera had been subscribed in the past, and that subscription expired. You can start a new subscription on the camera if you would like by tapping on the Cloud tab and selecting the subscription you want to subscribe to and tap on Subscribe. You can do that through the mobile app or the web app."]
["Customer: My hallway camera is not recording videos \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like it had some form of connection issue and recently came back online so it is now recording again. You should have footage from a short bit ago."]
["Customer: I am getting a monthly charge and I show no subscriptions or devices on the Meshare app\nCustomer: -1\nCustomer: How do I cancel this paemt when there are no subscriptions to cancel\nHuman Agent: I can cancel it from my end, it is a yearly subscription for a Pivot that was removed off the account. \nCustomer: Please cancel because I am not using any devices that use meshare.\nHuman Agent: When was the last charge you received and did you only have the one camera subscribed?"]
["Customer: Basic storage clips\nCustomer: Do clips on the basic plan show a short video? \nCustomer: agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Cameras without a subscirption take a 10 second clip when triggered, then have a cooldown of 3-5 minutes before it can be triggered again by motion to take another clip.\nCustomer: I have one camera on my plan that my plan subscription has run out on.  It shows and alert now for motion detection but it doesn't show a clip video or picture.  Just a thumbnail pic. \nCustomer: Should I be seeing a 10 sec clip when there are alerts? \nHuman Agent: What is the name od that camera?\nCustomer: Living Room Camera. \nHuman Agent: Sometimes with cameras that have ran out of service they don't turn off properly to where it takes the 10 second clips as it should. I corrected this for that camera just now so from this point forward it will take clips as it should. You can test this of you want by rebooting the camera then once it comes back online move in front of it so it creates an alert/clip for you to review.\nCustomer: Can I reboot it by just unplugging it for a few seconds? \nHuman Agent: yeah thats how you reboot cameras by disconnecting and reconnecting them to power.\nCustomer:  Okay. I'll try that.\n\nHuman Agent: Okay\nCustomer: That seems to have fixed it. Thank you! I have another question though! \nHuman Agent: Your welcome, what is your other question?\nCustomer: I am going to be getting a used 8 channel Zmodo NVR. Will it still give me alerts and clips. Or does it just record constantly? \nHuman Agent: it will record all video like how ti does with the cloud service from the camera if the NVR has a HDD in it, it has around a 30 days window for keeping recorded video before the HDD on the NVR overwrites to make room for more video.\nHuman Agent: So you are aware though NVRs dont work with doorbell cameras so it wont record any of the video from those types of specialty cameras.\nCustomer: Okay. That is great.  I have a first generation Zmodo doorbell camera called the Zmodo Ding not the greet. Do you know if the Ding will connect to the NVR. I tested a NVR a few days ago but returned it because the guy that sold it said it was upgraded to allow 8 channels but it only had 4.  It would let the Doorbell camera connect to it and I wonder if it is because it is the older generation. \nHuman Agent: All the doorbells we havge made are specialty cameras and they are not compatible with NVR systems. \nHuman Agent: We don't make NVR systems anymore, we stopped in 2018 so non of our new cameras are compatible with NVR units either. \nCustomer: Okay. That's to bad. So I will have to keep a subscription plan on my doorbell camera.  So non of the cameras on your sight right now are compatible with NVRs. I would have to buy older used ones to get more cameras? \nHuman Agent: theres onle of our parteners cameras that are compatible  with NVRs thata re newer, but beyond thsoe oens only our older cameras are compatible with NVRs yeah. I can send you a link to tthe partner cameras I mentioned if you want it for the future.\nHuman Agent: They sell them on amazon.\nCustomer: That would be great to know which ones are compatable! \nHuman Agent: Okay one moment\nCustomer: Please send me that link!\nThanks\nWill any partner camera companies be selling any 1080 doorbell cameras.? \nHuman Agent: No we are the only one who have made doorbells, none of our other partners have made any so at this point there wouldn't be any other compatible doorbell options for you.\nHuman Agent: https://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7/ Here is the link.\nHuman Agent: Let me know once you have it as when the chat closes it will go away.\nCustomer: Will you sell anymore of the Greet Pro 1080 Cameras on the future? \nCustomer: *in the future\nCustomer: Okay I have the link copied. Thank you!  You have been extremely helpful! \nHuman Agent: Great. We don't currently have a new model of doorbell, its possible that there will be one in the future at this point though there is not a newer model.  The Customer care department doesn't learn about new products until they are released and I can tell you theres been no word of new products this week sofar. When new products come out they would be announced in the app.\nHuman Agent: Have a good day, Bye\nCustomer: You too! Thanks again. Good Bye"]
["Customer: What is the number for customer service\nHuman Agent: There is not a phone number that you can call in to, we do callbacks by appointment. You can tap on Schedule Call to make a callback appointment.\nCustomer: I am looking to change an order i placed yesterday.  Are you able to help with that?\nHuman Agent: That may depend on the change you are trying to make. Could I have the Order Number and information about what you are trying to change?\nCustomer: I accidentally order the deal with 2 cameras, I wanted the four camera deal with continuous monitoring cloud\nHuman Agent: Okay, let me look. If it is a cloud plan, then there is probably not much we can do there.\nHuman Agent: Do you have an Order Number?\nCustomer: That is what i sent above\nHuman Agent: If you sent an Order Number, then that message did not come through.\nCustomer: Otyic_vzivkl174704\nHuman Agent: I apologize for the wait, I am checking to see if that can be changed.\nHuman Agent: Alright, so I doublechecked and we cannot directly make the change. My supervisor is checking to see if it can be upgraded by the payment processor. We will likely hear back by tomorrow.\nCustomer: Are they going to reach out to me?\nHuman Agent: We will reach out to you when we hear back.\nCustomer: How are you going to reach out\nHuman Agent: What is a good email to contact you at?\nCustomer: Dmguff18@gmail.com\nCustomer: Is there someone I can talk with?\nHuman Agent: You can tap on Schedule Call to make a callback appointment. However, we do not have any other information at this point in time.\nHuman Agent: I see you scheduled a callback for later today. As I mentioned, we do not have any other information at this time. Would you like to reschedule the callback for tomorrow when we may have more information?"]
["Customer: How to cancel subscription on a broken device\n\nHuman Agent: Hello, you've reached customer care, my name is Kylie. let me look up your account to see how you susbcribed.\nHuman Agent: I found the camera, I can unsubscribe it for you, one moment while I do that. \nCustomer: It put me on a stupid platinum plan.  I DONT WANT THAT.  I just need to delete the broken camera off my subscription.  It’s been broken for months and I’m sick of paying for it\nCustomer: While I was trying to follow the steps it put the new inside aisle camera on a premium plan.  I just want a camera for when my stupid horse gets out of her stall and tears up stuff\nHuman Agent: I successfully canceled the old camera, it now will no longer renew on the subscription."]
["Customer: We need to cancel service as our home burned and we no longer have cameras. Also, lost sign in ID and password.\nCustomer: Agent\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: All cameras were destroyed in our house fire.  We do not have any info, but received a notice that our payment for cloud service was due.  We need to cancel that service till we get up and running.\nHuman Agent: What is the date of the last charge? And what was the amount of the last charge?\nCustomer: The last charge was Sept. and was for $74 and some change.\nHuman Agent: Can I have the date of the charge? Just the month is not enough? And I will also need the name and billing address on the charge.\nCustomer: Tried to notify company but no contact info was given.\nCustomer: I will need to go to a different site, so I will get back to you.\nCustomer: End this session for now.\nHuman Agent: Alright, please contact us again with that information so that we can try to look up the charge."]
["Customer: I need to cancel my subscription \nCustomer: Afemt\nCustomer: Agent\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?"]
["Customer: Toll free number\nCustomer: Agent\nHuman Agent: You can tap on Schedule Call if you would like to make a callback appointment.\nCustomer: Since the update, how does one remove their payment method and cancel service??\nHuman Agent: You can go to the Cloud tab in the web app and click on the subscription and cancel the subscription. I can also cancel the subscription if you would like. I see a Monthly Premium Plan for one device on your account. I can cancel that if you would like me to so that it does not renew again.\nCustomer: I want it canceled yes \nCustomer: I tried to remove the payment method but it won’t let me do it till I cancel the subscription \nHuman Agent: I have canceled the subscription and it will not renew again. You will still have the remaining subscription time on the camera that was paid for. The subscription will then expire and will not renew.\nCustomer: Ok thank you \nHuman Agent: You're welcome."]
["Customer: Cancel subscription \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see how you subscribed. \nHuman Agent: It looks like your subscription goes through google for the processor, I am unbale to cancel it for you, you will have to go into the play store to your google account, then to subscriptions and tap on the subscription and chose cancel."]
["Customer:  Can you tell how far back the videos go. On my plan\n\n\nHow many days can I see...thanks\nCustomer: We want to see a dog biting our car....what duration is our plan in days.....can we go back 7 days?.\n\n\nWhat is our current plan\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The cameras you have subscribed are currently on the 7 day plan. \nCustomer: Why is it not showing more than 2 days back....or how can I access 3 days back\nHuman Agent: Unsure, Though I cannto see the video it does tell me that the cameras currently online have recordings going back the full 7 days, What happens when you click playback and select the calendar bellow?\nCustomer: After selecting 12/2 the video is not showing ....I will try again or can you see 3 days back\nHuman Agent: I cannto see the video tiself it jsut tells me there is video going back 7 days from today on all the online cameras.\nCustomer: Tha ks\nHuman Agent: One thing you can try is deleting and reinstalling the app again. You can also try using the Web app and log in there perhaps.\nHuman Agent: The website for that is user.zmodo.com"]
["Customer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?\n\nCustomer: P\nCustomer: coml\nCustomer: Cómo canceló suscripción \nHuman Agent: Hola, te has comunicado con atención al cliente. Te habla Marcela. Espera un momento mientras reviso tu cuenta.\nHuman Agent: Actualmente no tienes una suscripción activa en esta cuenta. No se cobró el mes pasado y este mes se canceló automáticamente."]
["Customer: Hi im\nTrying to start my free 14 day trail\nCustomer: Keeps saying payment failure\nCustomer: It wont. Even let me put a payment method\nCustomer: I cant \nCustomer: Can i speak with a representative please\nHuman Agent: Are you trying to subscribe through the app on an iOS device or an Android device?\nCustomer: Ok.. so have you looked\nHuman Agent: Yes, I looked through the chat and responded to you. I will resend my question since it seems you may not have gotten it.\nHuman Agent: Are you trying to subscribe through the app on an iOS device or an Android device?\nCustomer: Ios\nHuman Agent: Okay, the payment is processed and managed through your Apple account. You will want to check the payment method that you have setup in your Apple account as that may be causing the failure. \nCustomer: Hello \nCustomer: Hello"]
["Customer: Troubleshooting\nCustomer: I paid for two camera's on a yearly term... Ever since I got a new modem in August the camera's went off of the plan. How do I reactivate the two camera's? \nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: The camera's work... It's the plan that needs re-administered.\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like you had a subscribed two devices, but deleted them from your account and never assigned the plan to other devices. \nHuman Agent: To do that you can go to the cloud tab of the app, hit view details on your plan, then edit the enabled devices there. \nCustomer: Thank you, That worked.\nHuman Agent: No problem. Anything else I can help you with for now?"]
["Customer: Troubleshooting\nCustomer: Transfer cloud service from no. 07 to no. 15 then delete no. 7.\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Let me take a look at your account.\nHuman Agent: Alright, what we can do is cancel the subscription on the first camera and then I can move the remaining subscription time to the second camera."]
["Customer: Connect with person\nCustomer: Hello, could you cancel subscription for me?\nHuman Agent: How can I assist you?\nCustomer: Hello, could you cancel subscription for me?\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: I'm unable to cancel the subscription on my end as I don\nCustomer: I don't have Android device\nHuman Agent: If you do not have access to an android device currently you can follow this guide on how to cancel your subscription via Google. https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid"]
["Customer: How do I unsubscribe \nCustomer: How do I unsubscribe from Zmodo services \nHuman Agent: Hello, you've reached customer care, my name is Kylie. let me look up  how you susbcribed!\nHuman Agent: It looks like you have the subscription through apple, I am not able to cancel the subscription from my end due to this. to  need to cancel from the apple subscriptions area. To get there, open the apple settings, click your  profile, choose subscriptions then tap on the subscription and chose cancel, you will know it is canceled successfully when it shows an expiring date."]
["Customer: I have been trying to cancel your service for months now.  The charge is still coming out of my bank.\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see how you susbcribed\nHuman Agent: it looks like your cameras subscription is going through google for the processor, you will need to cancel it from your google account I am unable to cancel it for you on our end. You would go to the play store, click your profile in the top right, choose subscriptions, then select the subscription and cancel it. You will know it is canceled once it says an expiring date.  \nCustomer: I talked to Google yesterday and it looks like they canceled it and refunded this months payment, then it was pushed through again this morning\nCustomer: I'm here\nCustomer: Google has no payment methods listed on my account, so how are they paying you?\nCustomer: and they list no subscriptions at all\nHuman Agent: do you perhaps have more then one google account? its showing the subscription on our end is still coming out from google. \nHuman Agent: it soudns like you will have to co0ntact google again to find out why they are still charging you, it could be that you have multiple google accounts."]
["Customer: My plan renews today. I would like to discontinue my subscription.\nHuman Agent: Hi my name is Wendy.  It looks like your cloud plan subscriptions renewed earlier today but you can cancel them now so they do not auto renew next year.\n\nI am unable to cancel the subscription on my end, as you are subscribed via Apple but you can follow this guide on how to cancel your subscription via Apple. https://support.apple.com/en-us/HT202039"]
["Customer: Trying to remew my service but its not working\nCustomer: It just continues to load but them times out\nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like your previous subscription has expired. it was going through google for the processor, Have you tried subscribing from the cloud area again yet?\nCustomer: Cloud area?\nHuman Agent: Yes, in the app, you would go to the cloud section of the app then subscribe again from there. \nCustomer: Wjen i click the cloud button at the bottom of the screen ot says this token is not allowed\nCustomer: Is there a number i can call to do it\nHuman Agent: Okay, can you take a screenshot of the page that happens for you on and send it into the chat. \n\nCustomer: Its not doing it now but it still just continues to load but not doing anything else\nHuman Agent: No, we don't have any inbound calling its only outbound calling which is done via schedule, If you would rather troubleshoot this issue over the phone I can send you the call sceduler in the chat for that, Just let me know if you do want that otherwise im happy to assist you via chat here. \nHuman Agent: can you take a screenshot of how that looks at all? \nCustomer: D/static_file/b7bc0cf5a9_1_20250207165124.png\nCustomer: Thats all it will do\nHuman Agent: Okay, lets have you try something, Can you go to your google play store and check what the subs there shows for me, I want to see if it shows as active or inactive there. \nHuman Agent: TO get there you would go to the google play store, click your google profile in the top right, click subs then see what it shows there, if your able to try taping on the sub and look for an option that says resubscribe there or not. \nCustomer: Yes not good at this stuff sorry\nHuman Agent: Okay\nCustomer: Not seeing subs anywhere\nCustomer: D/static_file/059d392258_1_20250207170852.png\nCustomer: This is what i see\nHuman Agent: Right there it shows, I can see it, Payments and subsciptions\nCustomer: Ok got it ty\nHuman Agent: Fantastic, is there any other questions I can assist you with today."]
["Customer: hi I need help upgrading my camera's cloud\nCustomer: es I know but I was trying to use a business card through the website and it won't let me upgrade\nCustomer: here is no option to upgrade my current plan\nCustomer: can I speak with support\nHuman Agent: Hello, you've reached customer care, my name is Kylie. To update your payment info you would go to the Me section of the app then click payment management and then update the card info there.\nCustomer: yes I did that however I can't upgrade Camera #2 from premium to platinum \nCustomer: D/static_file/9eff9fbd18_1_20250129091521.png\nCustomer: do you see CH2? I tried canceling the current plan in the app but nothing seems to work\nHuman Agent: That camera was individually subscribed before through apple, unlike the other 3 cameras you would first have to cancel that apple plan then you can subscribe that other camera to the new plan from the website. If you do it from the app it will go through apple again but you can do that as well. \nHuman Agent: You wouldnt cancel the CH2's plan from the app, you would go to the apple subscription's and cancel there.\nCustomer: yea I went into my subscriptions on my phone and cancelled it \nCustomer: yea I went to settings -> subscriptions and cancelled\nCustomer: let me check the app once more\nHuman Agent: Okay, now that its canceled you would go through and subscribe only that one camera in the app or if it gives you any errors you would then try from the web app instead.\nHuman Agent: which is user.zmodo.com \nCustomer: D/static_file/3bfa5b59f8_1_20250129091920.png\nCustomer: it does say cancelled on the web app but it still doesn't give me the option to upgrade it\nCustomer: is there a way you could remove the plan from camera 2?\nHuman Agent: Its not an upgrade, its a plan change technically so you would subscibe it as normal to another plan.\nCustomer: yea but that first picture I sent... it won't let me select it\nCustomer: I guess I can add the business card to my iPhone ?\nCustomer: do it through the app?\nHuman Agent: the plan itself shows its already canceled for that camera, I can clear the leftover time from the previosu plan from the caemra to see if that helps you be able to select it at all. One moment.\nCustomer: ok!\nHuman Agent: I cleared the camera, see if it will now let you subscribe it from the web app. I would recommend refreshing the browser before you try again. \nCustomer: that worked!!!\nHuman Agent: Great! \nHuman Agent: is there anything else I can assist you with today or any other questions before we go?\nCustomer: I got it subscribed now thank you for the help!\nCustomer: no that's all\nCustomer: thanks again\nHuman Agent: thank you as well, have a great day."]
["Customer: I had to change my card number and need to change it so my zmodo cameras want be cut off. Please call me at 919 820 0362\nCustomer: 1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see how you have subscribed, one moment. \nHuman Agent: You can try updating the payment info from within the app, you will go to the Me section of the app, click Payment Management, then select update or add a new payment and enter in your new card information. If you have any trouble with that or you don't see the option within the Payment management section then you cna update your card on the website instead. The website you would go to is User.zmodo.com then log into your account. Once logged in click the option that looks like a Head and shoulders and it should show the payment info on the right where you can update/change it there."]
["Customer: How do i cancel\nCustomer: Agent\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy\nHuman Agent: Cloud plans on cameras ZMD13K6DA296111  & ZMD13K6DA296121 were cancelled just a few minutes ago."]
["Customer: Hi it looks like I was charged even though it said I had 7day free trial\nCustomer: Customer Support \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account.\nCustomer: Ok thank you\nCustomer: Hi it looks like I was charged even though it said I had 7day free trial on the one camera I have.\nHuman Agent: On my end when I looked up your account subscriptions it shows you subscribed on 1/4/2025 to the 7 day plan.\nHuman Agent: so you fully subscribed it on that day.\nCustomer: And that's supposed to be free correct the 7day trial? As I had to enter card info  Am I only charged if it goes over the 7 days question mark\nHuman Agent: No, you  fully susbcribed to the plan and did not start the free trial as far as I can tell.\nCustomer: Ugh ok I didn't mean to do that. Can ypu please cancel and refund me\nCustomer: When I tried to sign up for the 7 day free trial it wasn't going through or working\nHuman Agent: I am not able to cancel the susbcription for you, the processor is google so if you wish to cancel you would go to the play store, click your profile in the top right, select susbcriptions, then tap on the susbcription and choose to cancel, you will know it has been canceled sucessfully if it shows an expiring date.\nHuman Agent: Unfortunately the cloud service is non refundable so that would not be possible for us to do for you. \nCustomer: Ok thx\nHuman Agent: No problem, have a good day.\nCustomer: Thx"]
["Customer: Agent\nCustomer: Switch out a subscription to another camera\nCustomer: Agent\nCustomer: Agent\nCustomer: Sure thanks \nCustomer: So I deleted my one camera which was Out#1 and I need to add in Out#3 to my subscription\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up how you subscribed, one moment.\nCustomer: Thanks\nCustomer: Should be 6 cameras subscribed. My one camera went bad so I’m changing it for a one new. \nHuman Agent: Okay, you would be able to move the subsciption from Out#2 to Out 3 because you can move apple subscriptions from one camera to another, but the other 5 cameras subscibed do not go through apple, because of that I cannot move the subsciption totally from one camera to another with the billing, I would only be able to move the leftover time from Out1 to out 3 it jsut would not also carry over the billing so it would not auto renew and would need subscibed again at/around the end service time date. \nHuman Agent: Do you want me to move that leftover time onto that camera or what do you prefer. \nCustomer: Should thanks \nCustomer: Okay gotcha thanks \nHuman Agent: Okay, I will move the leftover time onto that camera for you from camera 1 to camera 3,  one moment. \nCustomer: Thanks \nCustomer: Perfect thank you \nHuman Agent: I moved over the leftover time successfully, the camera will have the leftover time until 2025-12-16, that's the date you would have to resubscribe that one camera if you wanted to continue service otherwise it would be the end service date. \nHuman Agent: Any other questions I can assist you with today before we go?"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Representative\nCustomer: Hi Grant, I reached out last month bc I realized I had not enabled devices but have been paying a subscription for months\nCustomer: I cancelled the subscription and resubscribed but I still get an error when I try to enable the devices\nCustomer: D/static_file/c07195fd9d_1_20241218113630.png\nCustomer: This has been an ongoing issue for weeks \nHuman Agent: Okay, if you are getting an error when you try to enable them, then you can cancel the subscription in your Apple account. Then you can go back to the meShare app and resubscribe to the same plan. As long as you subscribe to the same plan and use the same Apple account, it will reactivate the renewal and apply the subscription and will not charge you again.\nCustomer: Can you refund me then $14.99 I paid this month? And I will try to resubscribe to each one individually and see if that works\nHuman Agent: The billing is managed through your Apple account, so you would need to contact Apple for a refund. And Apple would not allow you three separate subscriptions. It would just keep adding devices to the subscription and start a new subscription each time you tried to increase the number of devices.\nCustomer: Hello?"]
["Customer: How can I unsubscribe \nHuman Agent: Hello, my name is Grant. I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?"]
["Customer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: Hi yes I had a camera with cloud subscription and it broke can I transfer my cloud to another camera?\nCustomer: Hello\nHuman Agent: I see you have a camera you removed that previously had a subscription and has service until 3/31/25. Is that the device you're referring to? If so, what camera that doesn't already have a plan would you like the service moved to? I cannot add the subscription to the other device so it will not renew, but I can move the service time so that you will still have the paid features on that camera. \nCustomer: Yes that is the camera \nCustomer: And I have only one camera that doesn't have service \nCustomer: It's labeled room cam\nHuman Agent: Okay, one moment. \nCustomer: Ok\nHuman Agent: Okay, the service time has been moved over. I'm going to restart the device real quick to make sure the service is recognized properly. \nCustomer: Ok\nHuman Agent: Okay, once it comes back online you should be all set. Is there anything else I can help you with for now?\nCustomer: No thank you\nHuman Agent: Okay, have a good day! \nCustomer: You too!"]
["Customer: I have a question regarding my subscriptions\nCustomer: Why do I have 2 subscriptions for 4 cameras\nCustomer: How do I combine my one camera subscription to join with the other 3 camera subscription \nCustomer: Can't you do that for me\nCustomer: I just typed my issue. I want to combine my 3 camera account with my 1 camera account. I'm paying for 2 subscriptions \nCustomer: Ok id like to speak with someone then\nCustomer: Ok, give me a phone number\nCustomer: Agent\nCustomer: Thank you\nCustomer: Are you there?\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If you have two accounts you would delete the cameras from one, then log out and swap to the other account and add the device from there, you would have to be at the same location connected to the Wi-Fi to add the camera to the other account after its deleted. \nCustomer: Can't you combine the accounts for me\nHuman Agent: If youa re only wanting to combine subsciptions for those cameras, that would not be possible without canceling all 4 cameras from their subsciptions then resubscibing, this is becasue you have 3 cameras subscibed through us directly for the processing, then 1 camera subscribed going through google for the processing. \nHuman Agent: We cannot combine accounts no.\nCustomer: How do I cancel both my subscriptions and get a refund \nHuman Agent: I am able to cancel the 3 cameras subscribed directly but I am not able to cancel the google one from my end due to them being the processor. You will need to cancel from the google subscriptions area for that 1 subscription. To get there, open the play store, click your google profile in the top right, choose subscriptions then tap on the subscription and chose cancel, you will know it is canceled successfully when it shows an expiring date.\nHuman Agent: While you do that I will cancel the other 3 for you. \nCustomer: If I cancel the google one for my \"Shed\" can I move that to the other 3 camera subscription without incurred another cost?\nHuman Agent: Canceling the service will not remove the cloud time left on the camera, that time is there until the expiring date. You can choose to resubscribe all the cameras at once together through google, or through us from the web app so they re on one billing cycle but it will charge you the full amount again so I would recommend waiting until the expiration date then resubscribing at that point. \nCustomer: Don't cancel anything now. I will make these moves later in the year\nHuman Agent: I already canceled it.\nCustomer: Well put it back. I didn't authorize the cancelation, I asked how do I cancel my subscription so I knew for the future\nHuman Agent: All 3 cameras have been canceled. The time from the subsciption will still be on the cameras, they will jsut no longer renew, the last date of service for those 3 caemras is 2026-01-29\nHuman Agent: No cancelations cannot be reversed\nHuman Agent: You asked How, I told you how for both the apple and the google sub to cancel, I then canceled them as you were wanting them canceled. \nCustomer: Why did you cancel my subscription; merely because I asked how to cancel? You were at no time asked to make that change to my account \nHuman Agent: \"How do I cancel both my subscriptions\" is what you said, you were wanting to cancel them.\nCustomer: Your response is ridiculous. A customer asks what steps to take to cancel an account and you took it upon yourself to cancel my account from a question on how?\nCustomer: You can't state what I wanted. I could say how do I switch to platinum. Does that then instruct you to upgrade me to Platinum?\nHuman Agent: I told you how to cancel for the google cameras, told you how to cancel for the ones through us and said I would cancel them for you. At that time you did not tell me \"no don't cancel I jsut wanted to know how to cancel for the future\" you asked for how to cancel them becasue you wanted to cancel them and I assisted with that process for the 3 cameras subscibed through us.\nHuman Agent: Is there anything else I can assist you with today Beyond what we already covered regarding the cloud service before we end that chat?\nCustomer: Actually you said you were going to cancel my 3 cameras and I respo ded can I just cancel one camera and move it to the other 3. That's a clear indication that I was trying to figure out how to combine my 4 cameras\nCustomer: How do I file a complaint regarding your disregard for my wishes\nCustomer: You keep typing that is what I wanted.That doesn't make it true. You were not instructed to cancel my account.you took that upon yourself \nHuman Agent: I will transfer you to a supervisor since youa re displeased and you can discuss this with them.\nCustomer: Yes please and have a nice day\nHuman Agent: Hi, my name is Dillon and I am a supervisor. One moment as I review the chat. \nCustomer: Ok thanks\nHuman Agent: Alright, with the conversation I would say that contextually asking how to cancel and get a refund would generally imply that someone would like to cancel and get a refund. Purely asking how one could do it in the future would imply wanting information while requesting a refund with it implies a wish to do so now. Unfortunately this led to a misunderstanding which resulted in the cloud service being cancelled, though as the agent mentioned, this fortunately does not remove any service and only stops the automatic renewal. Are you wanting the subscription to continue on those 3 devices in the future then?\nCustomer: I'm surprised at your response. It's a common question on how to cancel and get a refund as well as how do I upgrade. Neither instructs and individual to make a change. I was obviously struggling with the fact that I have 2 accounts and subscription fees for just 4 cameras that clearly should be on one account. No one should misconstrue a question on \"How\" as a green light to cancel. As a supervisor this is clearly an issue. Like I said, if I asked, \"How do I upgrade to platinum and how much\"? Does that mean upgrade me? Obviously not. From the string of going back and forth I continued to ask both strings of texts that I wanted to combine accounts and was struggling with that. Your Aget Kylie was wrong to make an unauthorized change to my account and you know that. At the very MINIMUM, Kylie should have confirmed that I wanted to cancel and you know that is correct.\nCustomer: Yes\nHuman Agent: To be honest, in my 7 years with the company, yours is the first case I've seen of a customer asking \"How do I cancel and get a refund?\" without wanting to cancel then. Contextually it typically means they want a refund at that point. In these situations it's generally much safer to assist with cancellation to ensure a customer is not charged further when they do not wish to be than to assume it was only a question of how and cause them to get charged again when they thought that implied an intent to cancel. That said, our intent is not cancel when people do not wish to so Kylie had waited a few minutes to make sure you did not reply back saying otherwise before proceeding with the cancellation. It was an unfortunate misunderstanding, but fortunately, subscriptions may always be resubscribed and we'd be happy to reinstate the same discount if you're wishing to keep the same 3 subscribed. \nHuman Agent: I say this not meaning it to argue against what you meant, but more so to explain why we'd be more likely to cancel in a situation such as that rather than disregard it as only a request for information. As subscriptions may always be restarted, but a charge when someone does not expect one can lead to overdraft fees or loss of trust in regards to charging when a customer thought something cancelled. \nCustomer: What is the cost for 4 cameras? Right now I pay $79 for 3 and $49 for 1. That seems excessive \nCustomer: Sorry $75 for 3 not $79\nHuman Agent: For the plan you have, it is $49.99 per camera per year, but the cancelled subscription had a half off additional devices discount that is not longer available and was active only until the subscription is cancelled. While I can help to restore it there if needed, your other camera would not be able to join that plan as it is not available for new subscriptions. So if I were to restore that, it would be only for 3 devices at the same rate of $74.84 and specifically those same cameras it is currently on. \nHuman Agent: In that case, all 3 were half off due to another past subscription. Once one is cancelled, it would generally auto adjust to still have the one full price and others half off, resulting in effectively the same price for 2 or the normal $49.99 if only one is left. \nCustomer: So, $125.00 for just 4 cameras?\nHuman Agent: Yes, your current pricing all together is $124.83 when the two bills are added together before tax. \nHuman Agent: For the $74.84 subscription, the tax is included in the cost, for the subscription through Google, tax is charged separately. \nCustomer: Make no further changes to my account please. Have a nice day\nHuman Agent: Okay, so you would like to keep the 3 cancelled and retain only the 1 subscribed through Google?"]
["Customer: I have the premium and cannot use thr playback function\nCustomer: There is no longer phone support. What is option? Email?\nCustomer: 1\nCustomer: Ok\nCustomer: Hello?\nCustomer: How long is the wait? \nHuman Agent: It looks like non of the devices on your account are enabled on your subscription. You can edit the subscription by tapping on Cloud and scrolling down to the active subscription. Tap on View Details and then tap on Edit. Then select the cameras you want enabled.\nCustomer: I do that and it doesn’t work\nCustomer: Can you do it from your side?\nHuman Agent: It is because you had a device on the subscription that you removed from your account. I cleared the subscription from that device. Can you try editing the subscription now?\nCustomer: Yes, I will try now\nCustomer: Did that and it still won’t play back\nHuman Agent: The cameras are just now subscribed. So the cameras will start recording now that they are subscribed. It usually starts showing recorded footage within 10 minutes, but can take up to 60 minutes for a small backlog of footage to be recorded before it displays the footage.\nCustomer: Ok, great, thank you\nHuman Agent: You're welcome."]
["Customer: Hello I would like to cancel my subscription \nCustomer: I was told to go into settings, I am not seeing the option to cancel \nCustomer: Agent \nHuman Agent: Hello, my name is Grant. I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: Yes\nHuman Agent: Open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option.\nCustomer: Thanks for your help, I believe that I successfully cancelled my subscription \nHuman Agent: You're welcome."]
["Customer: Hi\nCustomer: Hi i need your help to tramsfer the cloud subscription from a broken camera that is not working anymore to a new one I have please\nCustomer: Agent\nCustomer: Agent\nCustomer: \"Agent\"\nHuman Agent: Which camera is the camera currently with a subscription and which camera is the camera that you want to move the subscription to?\nCustomer: ZMD14EUDA261174\nCustomer: This one\nCustomer: It was broken not longer working and disconected now\nCustomer:  This is the new one already connected but not cloud ZMD16EQI7511825\nHuman Agent: Alright, let me take a look.\nCustomer: Thanka\nHuman Agent: Alright, what I can do is cancel the subscription on the camera that is currently subscribed. Then I can move the remaining subscription time to the new camera. The new camera will start recording and it will record until the subscription time expires. It will not automatically renew, and you can start a new subscription after it expires if you would like it to continue recording.\nCustomer: That is ok for me\nHuman Agent: Give me just a couple of minutes to get that taken care of for you then.\nCustomer: Sure\nHuman Agent: Thank you for your patience. I have canceled the subscription and moved the remaining subscription time from ZMD14EUDA261174 and added it to the ZMD16EQI7511825 camera.\nCustomer: Thanks"]
["Customer: Agent\nCustomer: I pay for a subscription to my device. And I am unable to access the AL notification?\nHuman Agent: Are you not receiving notifications or alerts from your app?\nCustomer: Hello\nCustomer: Correct. \nCustomer: I went to check but it says I’m not subscribed for AL notifications but I am\nCustomer: Everything is grey when I go to look at it. I hit the button for subscription and it already says I have a subscription which I do \nHuman Agent: It looks like you refunded your subscription on 1/1/2025. You may want to check the status of the subscription in your Apple account.\nHuman Agent: To check the status of your subscription managed via Apple. Open the Settings app. Tap your name at the top. Tap Subscriptions, find the subscription then tap on it to see its status.\nCustomer: Agent\nHuman Agent: You are still connected with a Customer Care Agent. Did you receive my last two messages?\nCustomer: I have a current subscription \nCustomer: I have a current subscription \nCustomer: D/static_file/b74e58c0c3_1_20250128155810.png\nCustomer: This shows I now pay 3.99 instead of 2.99\nHuman Agent: You can try to cancel and then resubscribe in the app to the same susbcription. But it shows in our system that it was refunded, which is probably why the app is not allowing you access to that feature. Also, make sure that they are not just turned off, and you can tap on them to turn them on."]
["Customer: I have a subscription that is paid for through November 3rd that gives me 7 Days of 24-hour cloud storage recording. I am now being told I don't have that anymore even though I'm paid through the Third. this is unacceptable\nCustomer: how hard is it to understand that I am paying for a service that you're not providing\nCustomer: let me speak to a real person\nCustomer: agent\nCustomer: agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I check your cloud billing. \nHuman Agent: It looks like you last paid on 9/20/23, it failed to renew on the same date in 2024, and so I'm not seeing any cloud plans active until the 3rd as you mentioned."]
["Customer: Tech support \nCustomer: Tech support\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?\n\nCustomer: So I had an issue with my router and all my cameras stopped working had to erase all of them and reconnect on the app. I had 2 on trail for the cloud and no no longer active but the date is still showing not expired but they are \nCustomer: One is 10/12 other 10/27 but are stating expired \nHuman Agent: Which 2 had the trial? \nCustomer: Bedroom one and garage one I have installed at the moment \nCustomer: How can I go about fixing this. \nHuman Agent: Garage shows an end date of 9/18, but I was able to turn back on the remaining trial time on bedroom \n\nHuman Agent: Are you there?\nCustomer: Yes\nHuman Agent: Did you see my previous message? \nCustomer: About which 2 cameras?\nCustomer: That’s the only one I seen and I stated bedroom and garage cameras have trails \nCustomer: How can this issue be fixed?\nHuman Agent: Garage shows an end date of 9/18, but I was able to turn back on the remaining trial time on bedroom \nHuman Agent: Let me know if you see that message \nCustomer: K sounds good \nCustomer: Sorry it’s the camera that says random \nCustomer: D/static_file/0d3a7b26f6_1_20241003122312.png\nHuman Agent: Okay one moment I will turn that back on so it has the remaining time \nCustomer: Bedroom shows it’s up and going and I appreciate it\nHuman Agent: Random has been turned back on\nCustomer: K well thank you so much \nHuman Agent: You're welcome, is there anything else we can help with today? \n\nCustomer: That would be all \nHuman Agent: I hope you have a good day"]
["Customer: I want to cancel my subscription. \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account, one moment. \nHuman Agent: It looks like you have the subscription through apple, I am not able to cancel the subscription from my end due to this. You will need to cancel from the apple subscriptions area. To get there, open the apple settings, click your  profile, choose subscriptions then tap on the subscription and chose cancel, you will know it is canceled successfully when it shows an expiring date."]
["Customer: I recently signed up for 1 yr cloud service for my Home2 camera. It was damaged during the hurricane and I am now using Home4 in its place. How do I get the subscription changed from Home2 to Home4?\nCustomer: The cloud service us for MeShare which I thought was you?\nHuman Agent: Hi my name is Wendy.\nCustomer: Hi I hope you can help\nHuman Agent: I could cancel the cloud plan on camera ZMD13DS83273007 home2 then move the remaining cloud time to ZMD14IQHE201052 home 4.  Would you like me to do this for oyu?\nCustomer: Yes but I paid for 1 yr will that carry over?\nHuman Agent: I can transfer the remaining cloud time.  I can't transfer the plan though so after the plan expires on Oct 3 2025 you can choose to sign up for a new cloud plan on home 4\nCustomer: Ok sounds like it will thanks\nHuman Agent: okay one moment and I will cancel/transfer the time over.  \nHuman Agent: Cloud plan on ZMD13DS83273007 home2 cancelled. Remaining cloud time moved to ZMD14IQHE201052 Home4.  You will have the 7-day cloud plan on Home4 until it expires on Oct 4, 2025.\nCustomer: Thanks much!\nHuman Agent: You're welcome! stay safe."]
["Customer: Troubleshooting\nCustomer: Chat with a live agent. \nCustomer: Hello Kylie! I need to cancel my subscription, which is coming up to a yearly renewal on December 7th. The new design appears to move away from the \"cancel subscription\" language, however the language makes it hard to fully understand if I am cancelling my subscription or just simply removing a device but still paying. \nHuman Agent: Okay, Let me look up your account here to see how you subscribed, one moment.\nCustomer: Sure!\nHuman Agent: It looks like you currently have 3 cameras subscribed and the processor is google, due to this I am not able to cancel for you. However to cancel you can go to the play store, click your profile in the top right, select subscriptions, select the subscription then choose the cancel option. You will know it is successfully canceled when it shows an expiring date. \nCustomer: Yes, I did see that was an option before, however Zmodo is not showing up as an active subscription. Is this something that I need to address with Google? \nCustomer: You know what...it was under another Google account. Perfect, thank you for the clarification! \nCustomer: And I can see. it's been cancelled. Can you confirm on your end, please?\nHuman Agent: Let me check and see if google has relayed that to us yet or not\nHuman Agent: If the google subscriuption shows an Expiring date thats how you know for sure it has been canceled. It sadly will not show me if it has been canceled yet or not due to it going through google.\nCustomer: Perfect, it does show it will end on December 7th. Thank you for your assistance. \nHuman Agent: Fantastic, thank you as well, have a great day."]
["Customer: Agent\nHuman Agent: How can I assist you?\nCustomer: hello I have a problem with the registration of my devices to the cloud, when \nHuman Agent: Alright, what issue are you having trying to subscribe your cameras?\nCustomer: Yes\nCustomer: D/static_file/3c18dc52aa_1_20241203101733.jpg\nCustomer: There it freezes. \nHuman Agent: Alright, that seems likely to be an issue either with the app or your Google account gets stuck trying to process. You can try restarting the app or uninstalling and reinstalling the app. If that does not work, then you can try from the web app at user.zmodo.com."]
["Customer: Is there a phone number I can call \nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: I just need to know if there's anyway you can send me camera footage from a couple days ago after 12 til 1 from sat morning the 30th?\nHuman Agent: I am unable to see the video footage on the camera itself, however if the camera was online when the incident occurred and it was triggered for the motion to make a clip you can click playback and select the date at the bottom with the calendar,\nCustomer: Is there a trash folder for the app? I need to find that footage \nHuman Agent: No, your camera has a subscription, any footage taken is preserved for 7 days before it overwrites to make room for new footage. If there is no footage that means the camera went offline during that period of time."]
["Human Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: hi mi last chat closes i was taking the picture asked.\nCustomer: hi mi last chat closes i was taking the picture asked.\nHuman Agent: Okay. \nHuman Agent: Okay. \nCustomer: D/static_file/7dbce15251_1_20241022100034.jpg\nCustomer: D/static_file/7dbce15251_1_20241022100034.jpg\nHuman Agent: It looks like the camera you're trying to add to the plan is offline and on older firmware. Would it be possible to connect it, update it, and then try again?\nHuman Agent: It looks like the camera you're trying to add to the plan is offline and on older firmware. Would it be possible to connect it, update it, and then try again?\nCustomer: ok\nCustomer: ok\nHuman Agent: Thanks. \nHuman Agent: Thanks."]
["Customer: I have premium service for two cameras, but only one camera is giving me 24 hour recording\nCustomer: It is my front yard camera that is not recording. It looks like all the settings are correct. Is there someone that can assist me further?\nCustomer: The camera is plugged in and working fine. It is just not recording.\nCustomer: What is the Customer Service email address?\nCustomer: I currently pay for premium services for two cameras, but only one camera is doing the 24/7 recording. I have three cameras that I would like to have premium services for. Can you help me get those going?\nHuman Agent: Only one camera on your account is subscribed. You have an Apple subscription for 2 devices, you can enable another device on that subscription. Tap on the Cloud tab and scroll down to the active subscription. Tap on View Details and then tap on Edit. You can enable the \"Front Yard\" camera on that subscription.\nCustomer: OK I’m going to try this now.\nCustomer: OK, I was able to get it added and I added the third camera, but it charged me the full amount and I was just charged on Monday for the other two. Can I get a refund for the duplicate charge?\nHuman Agent: If you upgraded to three devices, Apple gives a prorated refund on the original subscription."]
["Customer: Hi\nCustomer: Why doesn’t my cameras record all movement?\nCustomer: This doesn’t help me\nCustomer: The camera doesn’t always record at night a child walking \nCustomer: Everything is enabled and on\nCustomer: Can I speak to a live representative?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Ok\nHuman Agent: How may I assist you today?"]
["Customer: Cancel subscription \nHuman Agent: Hi my name is Wendy.  You are wanting the cloud plan on camera ZMD16F4I7201189 Backyard cancelled?\nHuman Agent: I have gone ahead and cancelled the cloud plan for you on camera ZMD16F4I7201189."]
["Customer: hello\nCustomer: problem on my old subscribe\nCustomer: i forgot to cancel the old subscription. on october.  so it automatically renew.  they when i cancel it.  the old camera can not remove the subcribed\nCustomer: hello kylie\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see how you subscribed, One moment \nCustomer: D/static_file/50ed517832_1_20241202171847.jpg\nCustomer: how to remove the subscribed to that i can add to other camera\nCustomer: i cancel the renews this november \nHuman Agent: Okay, im currently looking up information regarding the previous subscription, it will take me a few more moments. \nCustomer: thank you so much Ms K\nHuman Agent: It looks like the subsciption was not only canceled but also apple issues a refund, this messed with the cameras and normally they should of had the cloud time removed and canceled it was only canceled.  The previous time is now revoked due to refund as services are not paid for.  I have had someone correct this If you wish to resubscribe to continue the cloud service you may do so\nCustomer: i need to resubscribed and add more new camera\nHuman Agent: Okay, you should now be able to do that. Let me know if you have any trouble. \nCustomer: thank you. now i can resubscribe and add all camera\nCustomer: there are no 49.99 for the whole year\nCustomer: false\nHuman Agent: We have the 7 day plan which when  49.99 annually per camera. \nCustomer: you mean One camera is 49.99\nHuman Agent: Yes, that is correct, our pricing is per camera unless a discount or deal is going on then sometimes it can be different. \nCustomer: it not like before 10 camera for 49.99\nCustomer: wow it so expensive not\nHuman Agent: Yes, that is not the normal pricing for the 7 day or the 30 day plan. \nCustomer: my old subscription is only 49.99 per year\nHuman Agent: You previously had a plan that we no longer carry, it was a plan that was in Beta and is no longer an option on Zmodo. \nCustomer: I did not know that\nCustomer: then cancel for everything\nHuman Agent: You already have canceled, that's why if you want cloud service again you have to resubscribe. \nCustomer: but 449 for a year\nCustomer: so expensive\nHuman Agent: you can keep an eye out for discounts and deals if you don't agree with the pricing, otherwise unfortunately this is the base pricing yearly subscriptions for the 7 day plan. \nCustomer: before is beta..now what they have?\nHuman Agent: We have the 7 day plan, or the 30 days plan.\nCustomer: false\nCustomer: 49.99 a year   for clip(for10 devices)\nHuman Agent: We will be closing at 6PM central time which is in 10 minutes.  I can send you the call scheduler or I can also follow up via email if you prefer, what would you like to do?\n\nCustomer: it means clip10 devices\nCustomer: im right\nHuman Agent: That plan is one currently in Beta, it is not fully rolled out on Zmodo so some users have the ability to subscribe to it and some do not. It is not like the Continuous plan, it only will record the clips when there is motion, when there is no motion it does not record.\nHuman Agent: We will be closing at 6PM central time which is in 8 minutes.  I can send you the call scheduler or I can also follow up via email if you prefer, what would you like to do?\nCustomer: thank ums kylie\nCustomer: thank you Ms kylie\nHuman Agent: No problem, any other questions before we go for the night?\nCustomer: no more thank you ms Kylie ❤️❤️❤️ love you mam\nHuman Agent: You're welcome, have a good night."]
["Customer: Had delete cameras to hook up back to new WiFi now my subscription is not letting me add all my devices \nCustomer: Keep getting era code I paid 49,00 for clips up to 10 devices it’s only letting me do 3\nCustomer: Live agent\nCustomer: Customer care agent \nCustomer: Ok \nHuman Agent: You would need to go to the web app user.zmodo.com to edit the subscription.\nHuman Agent: Also, for future reference, do you not need to delete the cameras from your account to set them up on a new network. You can leave them on your account to do the setup.\nCustomer: I did that \nCustomer: I did that too\nCustomer: I was told different \nCustomer: Had to delete put them back on \nHuman Agent: When you contacted us earlier today, I told you to do the Zink and QR Code setup. I did not mention deleting the devices at any point. What do you see when you go to user.zmodo.com and log in to your account?\nCustomer: I’ll try that I was doing it thru app. \nHuman Agent: It will not work through the app, that is why I said to go to the web app at user.zmodo.com.\nCustomer: It says error \nCustomer: Won’t let me add 2 cameras\nHuman Agent: What says error? What is giving you an error?\nCustomer: Try later it says. \nCustomer: I’ve been trying for month now to add other 2. Same message \nCustomer: For the cloud storage \nHuman Agent: Okay, so it was not an issue that started after you removed the devices and reconnected them. Can you send a screenshot of the error message that you are getting?\nCustomer: D/static_file/4290e96403_1_20241008150349.png\nCustomer: That’s error code \nCustomer: I tried to add the 2 that’s missing \nCustomer: To the cloud service I purchased up to 10 devices \nHuman Agent: It may be having trouble if you are using the mobile version of the website. Do you have a computer or device that you can log in to the web app?\nCustomer: Yes\nCustomer: Ok I’ll try that now get back to you. \nCustomer: Sam’s error code on computer \nCustomer: Same error code\nHuman Agent: Alright, let me take a look at something on my end here.\nHuman Agent: Thank you for your patience. I will be adding the time on manually to those two additional cameras.\nCustomer: Ok Thank you\nCustomer: Why did they stop making the 360 rotation cameras?\nHuman Agent: I do not have specifics on why certain cameras are no longer being produced.\nCustomer: I’m here\nCustomer: I’m still missing 1 camera other one on \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Ok give me 2 minutes \nCustomer: ZMD17CG18208\nCustomer: 142\nCustomer: ZMD17CG18208142\nHuman Agent: That is the camera on your account named \"fish tank 2\". I added the time to that camera. What issue are you having with the camera?\nCustomer: Can’t play back I’ll check now \nHuman Agent: There is not going to be continuous playback. The camera is on the Clips Plan so it will record a clip of motion while the camera detects motion.\nCustomer: It’s tells me to subscribe too \nCustomer: Other 4 good \nCustomer: Just that one \nHuman Agent: You do not tap on Playback for the Clips Plan. That is where you would have continuous footage if the camera was on the continuous plan. You would tap on Events to go to the motion clips that the camera records.\nCustomer: Ok got it. Thank you. \nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Hello I need help with one of my cameras\nCustomer: No is not a set up is one of my cameras was working good but now I can not check a pass record only I can see at the moment thank you \nCustomer: I can’t check for my cloud with the one in particular \nCustomer: What else you need I’m giving you the information \nCustomer: -1\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?\n\nCustomer: My camera I only can see the moment I can not go back and check\nCustomer: Hello anyone there to help\nHuman Agent: Yes I am here, the camera giving you issues is Side H. Cam #2 correct? \nCustomer: Yes \nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\n\nCustomer: It show only two cameras there it won’t let me do nothing \nHuman Agent: Okay but the plan there does show it should be for 3? We have limited information as the subscription is via apple. Can you check the apple subscription menu to see if the subscription is active or cancelled? \nCustomer: Is active\nHuman Agent: Can you send me a screenshot of the apple subscription menu and one of the details on the cloud tab on the app?\n\nCustomer: D/static_file/ae947c85a4_1_20240925162731.png\nCustomer: D/static_file/75b1e6e567_1_20240925162740.png\nHuman Agent: Thank you. Okay, we are going to need to cancel the subscription and have you subscribe again to the same plan via the app. It will not charge you again. \nHuman Agent: Is that something you are able to do at this time?\nCustomer: Ok let me see\nHuman Agent: Okay \nCustomer: I’m back I did what you asked \nHuman Agent: Did you resubscribe via the app for the same plan for the 3 cameras? \nCustomer: Yes\nCustomer: Yes\nHuman Agent: Does it now show all 3 subscribed?\nCustomer: Yes\nHuman Agent: On our end they still show as cancelled, can you send me a screenshot? \n\nCustomer: D/static_file/0fcd1b6f01_1_20240925164647.png\nHuman Agent: It still only showing the 2 in the image? \n\nCustomer: D/static_file/0b1826ebb7_1_20240925164839.png\nCustomer: Is that what you neesd\nCustomer: The screen shot\nCustomer: Hello are you there?\nHuman Agent: It only shows 2 devices enabled there. When you subscribed you selected the 7 day plan for the year then selected all 3 cameras correct? \nCustomer: No I canceled and the I waited for a minute and I subscribed again \nHuman Agent: Can you send me a picture of the apple subscription menu?\nCustomer: D/static_file/114e1c293a_1_20240925165715.png\nHuman Agent: Okay can you described how you subscribed again? \nCustomer: You see the red canceled subscription I press that and it was canceled and then press again \nHuman Agent: What did it say when you pressed it again?\nCustomer: That my subscription is cancel and good to January 24-25\nHuman Agent: After cancelling on the apple mneu, you want to go to the Zmodo app and subscribe under the cloud tab. \nCustomer: I can cancel again if you want me to\nHuman Agent: Yes please cancel again from the apple menu, then resubscribe via the app \nCustomer: Hold on then let me do it\nHuman Agent: Okay\nCustomer: In the app don’t show cancellation still say I’m subscribed \nCustomer: So what going to happen?\nCustomer: Hello are you there\nHuman Agent: Yes can one moment.\nCustomer: Hello\nHuman Agent: Okay please go under the cloud tap, select the premium plan for 3 devices for a year \nHuman Agent: tap on the blue subscribe button then select all 3 cameras by putting a check mark next to them\nCustomer: I did it \nHuman Agent: Do all 3 now show subscribed? \nHuman Agent: On our end they still do not\nCustomer: D/static_file/63d6e85c27_1_20240925171910.png\nCustomer: D/static_file/667a8ec091_1_20240925171917.png\nCustomer: I do it but it won’t show \nHuman Agent: What do you see when you tap on view detail for the pending subscription \nCustomer: The second picture I send you last that what it show\nHuman Agent: Okay when you subscribed you selected the plan and then tapped on subscribe correct? \nCustomer: Yes\nCustomer: D/static_file/8b81d011d9_1_20240925172343.png\nCustomer: Now it show that\nHuman Agent: Okay can you tap on the submit payment option, what does it show then \nCustomer: It say I got to pay again \nHuman Agent: Does it say when it will charge you again? \nCustomer: No\nHuman Agent: Can you send me a screenshot of where it shows it wants to charge you again\nCustomer: D/static_file/68725523b5_1_20240925173046.png\nHuman Agent: What does it show after you tap on submit payment? \nCustomer: D/static_file/668122c709_1_20240925173252.png\nHuman Agent: Okay so this is telling you it wont charge until Jan 24 2025 so you can tap on okay. \nCustomer: I did\nHuman Agent: Okay all 3 now show subscribed\nHuman Agent: Is there anything else we can help with? \nCustomer: They working now all 3\nCustomer: Thank you for all your help God Bless You\nHuman Agent: I hope you have a great day!"]
["Customer: Can someone please confirm it my cloud subscription is automatically renewed each month? It often shows subscription expired I try to subscribe with errors. This is very frustrating \nCustomer: Sorry can I speak to a person \nCustomer: Ok thanks \nHuman Agent: The subscription on your account renewed on 10/3/2024. To check the status of your subscription managed via Apple. Open the Settings app. Tap your name at the top. Tap Subscriptions, find the subscription then tap on it to see its status.\nCustomer: Thanks, I just did but earlier I went to look at playback and it said not subscribed \nCustomer: D/static_file/f7802f6d3b_1_20241025095423.png\nCustomer: I just tried and got the same message, even though this device is covered, \nHuman Agent: That camera is not enabled on your subscription.\nCustomer: Do your company have NVR technology ?\nHuman Agent: If you want to change the enabled devices, then you can do that in the app. You can tap on Cloud and scroll down to the subscription. Tap on View Details and tap on Edit.\nCustomer: Where do I go to enable them ?\nHuman Agent: We have not made and sold NVR systems for the last several years.\nCustomer: That’s what I had , and never had an issue retrieving data \nCustomer: D/static_file/39985dc8e3_1_20241025100027.png\nCustomer: Now I’m confused, is it possible you could refresh/ update their status? Thanks\nHuman Agent: The subscription on your account currently shows for 5 devices. I cannot update the subscription. The subscription is managed through your Apple account. To check the status of your subscription managed via Apple. Open the Settings app. Tap your name at the top. Tap Subscriptions, find the subscription then tap on it to see its status.\nCustomer: Sorry I just tried to add the Office but wasn’t successful 🤦🏽‍♀️\nHuman Agent: Okay, were you able to tap on View Details and then tap on Edit for your active subscription?\nCustomer: Also while you’re here, I had bought new cameras via Amazon , it had passed the return date so they told me to reach out mfg.where do I go for that? \nCustomer: Thanks I just did\nHuman Agent: If you are trying to replace a camera that is under warranty, then you can fill out the Zmodo RMA form here https://www.zmodo.com/rma/"]
["Customer: After setting everything up the subscribe just spinning \nCustomer: How do I get in contact with customer support \nCustomer: Ok I also just changed to new phones \nCustomer: Is this an agent \nCustomer: Agent\nCustomer: I also deleted the app and reinstalled and it still want let me subscribe \nCustomer: Yeah still waiting on customer support \nCustomer: Agent \nHuman Agent: I've tried clearing things so you may try again. If it still will not work, you may also try to subscribe from our web app, user.zmodo.com instead. Billing through the app goes through Google so if you have any issues with the payment information currently entered into your Google account, that could also be the cause of the trouble you are currently experiencing. \n\nWe are currently unavailable for live chat support, but you can reach out to us via email support@zmodo.com. Our new hours of availability are:\n\n- Monday to Friday: 9am to 12pm and 1pm to 6 pm CST\n* Excluding Holidays\n\nYou may also contact the chat outside of our hours again to speak to our AI chatbot Mira who can assist with some troubleshooting. I've also sent a callback scheduling form where you can click the button in the chat in order to schedule a callback for a future date if you'd prefer.\n\nThank you for understanding."]
["Customer: Hello\nCustomer: It’s a billing question \nCustomer: Well you are billing me for 3 cameras \nAnd I only have two \nCustomer: What’s the number \nCustomer: No. What’s your number so I can cancel all\nCustomer: Agent \nHuman Agent: Let me take a look at your account. Which cameras on your account do you want to keep subscribed?\nCustomer: Keep Anita dr\nKeep front door \nCustomer: I’ve been overcharged I’ve been overcharged over a year \nCustomer: Ummmm hello\nHuman Agent: Thank you for your patience. There was a subscription for two devices on the account, \"Garage door\" and \"Don's back room\". I have canceled the subscriptions on those devices. The subscriptions on \"Front Door\" and \"Anita dr\" are still active and will continue to renew.\nCustomer: So do I get a refund   You been charging me for over a year for 3\nHuman Agent: Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date. \nCustomer: But your product was not working \nCustomer: How was it my fault \nCustomer: And I tried to cancel it months ago.  You system would not let me   \nHuman Agent: The subscription does not cancel if a camera goes offline. So you would want to cancel it through the web app that you used to start and manage the subscription.\nCustomer: That so bullshit. Go screw. \nSo it’s my fault that your system didn’t work   \nCustomer: I tried to cancel.  It doesn’t say I have to go through hoops to cancel \nHuman Agent: The cameras being offline is separate from the subscription. If you want to troubleshoot the cameras to see about getting the cameras online.\nHuman Agent: There are not hoops to go through. The subscription was started through the web app and you can log in at user.zmodo.com and cancel the subscription at any time. You can also contact us and we can cancel the subscription on the cameras at any time.\nCustomer: How the fuck people are goofing to figure that out \nHuman Agent: That was how you started the subscriptions.\nCustomer: Now your wasting my time \nHave a shiitty thanksgiving \nHuman Agent: I am sorry that you feel your time was wasted. I canceled the subscription when you contacted us to do that. If you want to cancel it yourself, you can do that at any time through the web app at user.zmodo.com, which is the same method you used to start the subscription. Or you can contact a Customer Care Agent.\nHuman Agent: If you have any other questions, please do not hesitate to ask now or contact us again in the future. I hope you have a good rest of your day and a good Thanksgiving."]
["Customer: I see this for this mean I'm charged it only if I click it\nCustomer: I need to add an attachment I don't know how. I was speaking to someone else who I sent it to\nCustomer: On here\nCustomer: Good I already pay for a subscription?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: Went doesn't it record all night\nHuman Agent: I'm sorry, I'm not quite sure what you mean. Could you elaborate?"]
["Customer: Good evening why you guys are not accepting my cloud payments???\nCustomer: Can I speak to an agent\nCustomer: Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you trying to start a new subscription from the app or?\nCustomer: I am trying to pay my cloud account but not getting to pay\nCustomer: Yes I am \nCustomer: Are you there???\nCustomer: I am trying to start a new subscription \nCustomer: Hey\nHuman Agent: I apologize for the Delay, When you try to go through the subscription process what occurs that does not let it go through?\nCustomer: Every time I try the visa card it's not activating \nHuman Agent: Does it pop up with an error?\nCustomer: No it is not activating \nHuman Agent: Okay, it may be that you have tried too many tied after the failure, if that's the case then you can try to subscribe using the Web app, but should that fail then the only other way to have it take your card for payment would be to use a PayPal when subscribing. Have you tried to subscribe on the Web app at all?\nCustomer: I will try and get back to you guys\nHuman Agent: Okay, do you know the website for the web app? if not it is User.Zmodo.com then you would login using your account you made with the email sexydawn5140@yahoo.com \nHuman Agent: Once logged in you would click the cloud and try to subscribe there. \nCustomer: Ok\nHuman Agent: Okay, Let me know if you have any trouble there with subscribing."]
["Customer: Why did I get charged 74.70 \nCustomer: Agent\nCustomer: 1\nCustomer: 74.70 was charged to me \nCustomer: Agent \nHuman Agent: It looks like you had a subscription for 3 devices. Would you like that subscription on your account canceled?\nCustomer: Yes and a refund \nHuman Agent: I have canceled the subscription for the three cameras so that it will not renew again.\nHuman Agent: Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date."]
["Customer: Please connect me to a support agent\nHuman Agent: How can I assist you?\nCustomer: C C agent Wendy just helped to reassign cloud service crime camera Home2 to Home4. However Home4 shows service expired Oct 2025 which hasn't happened yet. So no 7 day cloud service for Home4.\nHuman Agent: Let me take a look.\nHuman Agent: That camera shows that it has Cloud service. It may show as a Free Trial that expires on 10/04/2025. You may be able to see recorded footage if you tap on Playback for that camera.\nCustomer: Ok so going forward it should have the 7 day retention?\nHuman Agent: Yes, it should be recording and it will save the footage for 7 days."]
["Customer: I want to cancel my subscription and get a refund \nCustomer: Agent\nCustomer: Agent\nCustomer: I want to cancel my subscription \nCustomer: Hi Grant \nCustomer: My device is not working and the new updated app doesn’t work either \n\nHuman Agent: The camera on your account is offline so it may need to be rebooted or reconnected with the QR Code setup.\nCustomer: It’s offline because I want to cancel my subscription. I’m tired of going back and forth with the new app people and the Zmodo app people to get it to work correctly after 3 years with this service I’ve had enough with the latest update version \nCustomer: I’ve tried all of the reconnecting and it doesn’t work \nHuman Agent: I am not sure what \"new app people\" and \"Zmodo app people\" you are talking about. If by new app you mean Smartz Eaze, then you can use either app. The camera functions similarly in either app and the setup process is the same. Both apps have the QR Code setup to connect the cameras. I can cancel the subscription if you would like. Please give me a minute to get that canceled.\nCustomer: Hello\nHuman Agent: Thank you for your patience. I have canceled the subscription and it will not renew again.\nCustomer: Ok now I would like a partial refund \nI received your email \nHuman Agent: Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date. \nCustomer: You’ve sent me a email message canceling my subscription as of 3:26 pm today \nHow very disappointing and frustrating it is that after 3 years with Zmodo and due to your updates and updating the service and app on your end I had so much trouble connecting and staying connected that you would just send a blanket form email to me \nHuman Agent: The email is an automated email that gets sent when the subscription is canceled. It is the same email that would be sent if you canceled it in your account or if I canceled it on our end.\nCustomer: I asked you about a partial refund \nHuman Agent: I replied to that message. I will send the reply again.\nHuman Agent: Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date."]
["Customer: I like to cancel the subscription of 6 camera \nCustomer: I only have 5 cameras in the plant and I got charged for 6\nCustomer: Set up\nCustomer: Th he is not what I asked \nCustomer: Can I talk to someone on the phone\nCustomer: I have given you what I want and you don’t get it \nCustomer: Problem whit the payment I’m paying to much\nCustomer: Ok \nCustomer: He is going to call me\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. If you would like to cancel, since you are subscribed through Apple, you would need to cancel through them. The link below has information on how you may do this. Regarding being over charged, one moment and I'll check into that for you. \nhttps://support.apple.com/en-us/118428\nCustomer: Ok I’ll wait \nHuman Agent: It looks like you had signed up for a 6 device plan, then in the menu where you can move the service between devices you later unassigned one device, but did not alter the plan itself. If you would like to change to a 5 device plan, you would need to go to the cloud menu, choose the plan type you want and billing frequency, hit subscribe, then choose only 5 devices and complete that process. If you do this on the same Apple account your current subscription is through, this will downgrade your plan so that on your next renewal, it will renew for only 5 devices. Until then you will still have service for 6 so you may freely assign that service as you wish by going to the cloud menu of the app, hitting view details on your current plan, then edit next to enabled devices."]
["Customer: Having issues with a camera not showing on my plan\nCustomer: I need to speak to a live agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like currently you only have 2 cameras enabled onto the plan, you would want to enable the other camera if you wish for it to have service. To do that you would go to the cloud section, scroll down to subscriptions, click edit then tap on the camera and tap enable. Once enabled it will start the service for that camera. \nCustomer: No it should be 3 cameras on my plan as there were when I started the plan and I had one camera to stop working and I replaced it now it's not being recorded \nHuman Agent: The third camera named backdoor is not enabled on the subscription currently, you will need to enable it for it to  have the service, if you follow the directions above you can try and enable it.\nCustomer: Could u have a live agent to call me please \nHuman Agent: We do all out calling on a schedule, I can send you the scheduler so you can schedule call with a rep. \nHuman Agent: I sent the call scheduler now. \nHuman Agent: We will be closing at 6PM central time which is in 10 minutes. I can follow up via email if you prefer, or we can just chat until 6PM what would you like to do?\nCustomer: I'm not paying extra for the backdoor camera I had on there when I started the plan I'll just delete the whole system and purchase someother name brand than u guys .\nHuman Agent: You don't have to pay more, I'm not telling you that, all you would have to do is enable the camera onto the already existing plan for it to have the service.\nCustomer: Well I thought we did that a month a so ago with a live agent \nHuman Agent: I Don't know what all occurred then that you did, however right now it is not enabled so you would need to enable the camera to the plan using the directions I sent above at the beginning of the chat. \nCustomer: I'll wait on my call tomorrow thx\nHuman Agent: Okay no problem, have a good day!"]
["Customer: How do I cancel my trail and account\nCustomer: Yes I can’t cancel it\nHuman Agent: Okay your subscirption goes through apple for the processor so you would cancel it from your apple susbcirtptions area.\nHuman Agent: To get there, open the apple settings, click your  profile, choose subscriptions then tap on the subscription and chose cancel, you will know it is canceled successfully when it shows an expiring date."]
["Customer: Camera was damaged in hurricane Helene replaced it with a camera I had bought with the other one one number off and seems like the cloud service didn’t transfer\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\n\nCustomer: I believe you guys were on lunch. Yes I am here now. Just trying to find out how to get my cloud up on a new camera. I did all. I said the new camera up. It’s working. It’s fine. Everything’s fine. It just has no cloud contract\nHuman Agent: We try to keep an eye for urgent chats. Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\nCustomer: I keep getting an error message to try later. The only two things that show up is my two cameras and they’re both on seven day free trials. The other camera was always on the cloud. It has a one digit off serial number. Is that screw everything up, not picking it up.\nHuman Agent: No it shouldnt be, can you change the account password to abcd1234 so we can try it on our end? \nCustomer: The new camera is on the same account\nHuman Agent: Okay please let me know once it is changed. \nCustomer: Password is changed\nHuman Agent: Thank you \nHuman Agent: Just to confirm you want it enabled on the camera named dock? \nCustomer: Yes\nHuman Agent: Okay the cloud service has been enabled on that camera. You mgith have to sign out and sign back in. Please make sure to change the password to something more secure. \nCustomer: Thank you that was painless, have a great day.\nHuman Agent: You too!"]
["Customer: Talk to a human \nCustomer: I'm paying for 4 cameras each month but it wants me to pay for the cameras again this month then y am I paying 22 a month\nHuman Agent: Hi my name is Wendy.\nHuman Agent: It looks like you currently have (4) 7-day monthly Google cloud plans, they will next renew around Nov 2, 2024 unless cancelled before the renewal date.\nCustomer: I am paying for four cameras a month and those cameras got hit by lightning so I deleted those cameras and I'm trying to add my new cameras but it wants me to pay for them as well even though I've already paid this month for four cameras\nHuman Agent: oh okay one moment, let me check what cameras are currently subscribed, you may need to just edit which cameras have the subscriptions.  one moment\nCustomer: I've done deleted the old cameras and I'm trying to add the new cameras it won't let me add them without paying for them\nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\nHuman Agent: Currently you have free trials on the 2 cameras on your account.  I can cancel the free trials then you will be able to enable 2 of the plans on your cameras.\nHuman Agent: Is it okay with you if I cancel the free trials?\nCustomer: Ok I've got it thank you \nCustomer: Yes\nHuman Agent: You're welcome!\nCustomer: Yes cancel the free trials\nHuman Agent: Yes  you have then enabled now.  You got it!  Are you adding two more cameras to your account? or are you just going to use the 2 cameras?\nCustomer: Yes I just have to get them put up\nHuman Agent: okay great!  you would just need to enable the plans on the 2 additional cameras.\nCustomer: Ok I will thank you\nHuman Agent: You're welcome! have a great day\nCustomer: U too\nHuman Agent: Thanks!"]
["Customer: Agent \nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: I'm Requesting A Refund Of $99.99 And The Immediate Cancellation of Your Cloud Service \nHuman Agent: In order to cancel you would need to cancel from your Google subscriptions. We would not be able to offer a refund. You will have the full service time you've paid for after cancellation. Here is a link with information on how to cancel. https://support.google.com/googleplay/answer/7018481\nCustomer: Those Charges Were Unauthorized and My Bank, Visa, and PayPal Will Get My Money Back, They Just Told Me Contact You First,  I'm Going To File A Lawsuit Against Zomodo, And A File Complaints With The FTC, the BBB, The FCC And The Cyber Fraud Alliance Against You Crooks.  I Will Get My Money Back And If I'm Forced To Make It A Legal Action You Will Pay Attorney Fees \nCustomer: I DID NOT AUTHORIZE THIS CHARGE AND OR FOR YOU TO STEAL MY MONEY \nHuman Agent: You had subscribed to a yearly subscription last year on 9/21 and had not cancelled. You were informed when subscribing when the next renewal would be and would also have received information from Google regarding the upcoming renewal prior to the charge. \nCustomer: I DON'T HAVE ANY KNOWLEDGE OF ANY OF THAT AND ONLY BECAME AWARE OF THE CHARGES WHEN I SAW MY BACK STATEMENT.  YOUR INFORMATION IS A LIE.\nCustomer: Google Has Never Contacted Me About Anything Related To Zmodo And I Didn't Even Know That Google And Zmodo Were Together \nHuman Agent: Google requires subscriptions through apps on the playstore go through them. When you subscribed last year, it would have told you what the price was and what the price and date of renewal were. Google then also notifies of upcoming renewals. As you had not cancelled, we would not be able to offer a refund. You should cancel from your Google subscriptions if you do not wish to continue the subscription, though you will still have the service time you have paid for. \nCustomer: And You Are Not Going To Force Me Accept Your False Claims And You CAN KISS 💋 MY ASS BITCH. I GET MY MONEY & ALL I HAVE TO DO IS DISPUTE THAT CHARGE WITH MY BANK AND PAYPAL.  MOTHERFUCK YOU AND GET THE FUCK OUT OF MY INBOX WHORE \nHuman Agent: I think you may be confused. This is a live chat you initiated. Is there anything else I can assist you with for now?"]
["Customer: Would like to add a camera to my subscription \nCustomer: I already added it but can’t figure out how to add to my subscription \nHuman Agent: Hi my name is Wendy\nHuman Agent: You can sign up for a cloud plan on Barn camera either on the phone app or the web app\nHuman Agent: On the phone app tap on the cloud icon, choose the subscription you want, choose barn camera, and subscribe\nCustomer: I want to add another camera to my existing subscription but it says since I added the first one with an android I have to use android but I now have an iphone\nHuman Agent: You can sign up for a new cloud plan on barn camera either on the phone app or the web app"]
["Customer: Troubleshooting\nCustomer: My carport camera will only record in small segments. It says I am subscribed and paid but it is saying expired. I try to update and it tells me I already have the plan subscribed??\nCustomer: What is the number to contact support\nCustomer: Agent\nHuman Agent: You can edit the enabled devices. Tap on Cloud and scroll down to the active subscription. Tap on View Details for the subscription. Tap on Edit and then you can enable the device on the subscription.\nCustomer: Which I did that already\nCustomer: If you read above it tells me I am already subscribed\nHuman Agent: It looks like you may have had different subscriptions, one through your Apple account and one through your Google account.\nHuman Agent: If it is telling you that you already have the same plan, that means you tapped on Subscribe. Not scroll down to the active subscription and tap on View Details.\nHuman Agent: So lets try editing the enabled devices on the subscription. Are you on an iOS device or an Android device?"]
["Customer: I rejected the payemnt for this because it had no descriptors and said a purchase was made to Apple at 11:28 last night. I put in a new card so please run again and it won’t be rejected. Thanks you\nCustomer: Where?  The new card is entered. \nCustomer: iPhone. New number listed in settings. \nCustomer: I KNOW ALL THIS AND HAVE DONE IT. HOW DO I NOW MAKE THE PAYMWNT SINCE THE NUMBER CHANGED\nHuman Agent: Hi my name is Wendy.\nHuman Agent: You rejected the cloud plan subscription payment that was charged today?\nHuman Agent: Your cloud plans go through your Apple account.  If you need to update your payment method, you will want to update your Apple subscriptions payment method.\nCustomer: I was just texting with someone. I rejected the payment as it had no descriptors, got a new card and entered in settings. HOW DO I PAY YALL? I see no me for me to go to in this app. All I for is correct. Can u rerun the payment?\nHuman Agent:  If you need to update your payment method, you will want to update your Apple subscriptions payment method.\nCustomer: I did that so now how do I pay u?\nHuman Agent: On my end it looks like the payment went through already for the apple cloud plan subscriptions \nHuman Agent: but if you cancelled the payment you would just want to make sure the payment method is updated on your Apple account then the system should try again to charge you for your current plans\nCustomer: It didn’t. \nHuman Agent: You didn't what?\nCustomer: The bank stopped the payment and issued another card which I put in immediately. These things need descriptors when they show up. \nHuman Agent: You would want to contact Apple about this issue as your cloud plan subscription payments go through Apple.\nCustomer: Ok but how do I pay for my subscription?\nHuman Agent: On my end it looks like the payment went through already for the apple cloud plan subscriptions but if you stopped the payment, you would want to contact Apple about this issue as your cloud plan subscription payments go through Apple."]
["Customer: Hi \nCustomer: I bought a camera  but in the description doesn’t say that I have to pay monthly to have your camera \nCustomer: Why do I have to pay? \nCustomer: I need to talk to a real person \n\nCustomer: I need to talk to a person \nCustomer: I need to know if I can install a camera without having to pay monthly \nHuman Agent: You do not need to pay monthly for the camera. You can view the camera live and receive alerts when it detects motion without a monthly payment.\nHuman Agent: If you want the camera to record to the cloud, then that would require a monthly subscription.\nCustomer: When I tried to install it is just giving me the option of 3.99 a month \nCustomer: Or 14 days free trial \nHuman Agent: Yes, it will tell you about the subscriptions when you setup a camera, but you do not have to start one. You can just pass through that screen or back out of it.\nCustomer: Ok. \n\nOne more question \nCustomer: I want to install 3 more cameras but they are different model. \nCan I do it?\nHuman Agent: Are they still Zmodo cameras? If they are then, yes you can. If they are a different brand of camera, then they may use a different app to setup.\nCustomer: Yes they are the same brand \nHuman Agent: Yes, you can setup Zmodo cameras of different models on the same account."]
["Customer: I want to double check if my subscription is already unsubscribe?\nCustomer: I saw my plan already \nCustomer: But I want to terminate it. Can I do that\nCustomer: Ok\nCustomer: Can you connect me\nCustomer: Hi\nCustomer: I want to terminate my subscription \nCustomer: Can I talk to representative \nCustomer: Ok\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. As you are subscribed via Google, you would need to cancel from your Google subscriptions if you would like the plan cancelled so it does not renew further. Here is a link with more information on how to do that. https://support.google.com/googleplay/answer/7018481\nCustomer: If m not renew, you aren't gonna charge me right \nHuman Agent: If you cancel your subscription in the way detailed in my previous message, it would not renew further. You would still have what you had already paid for previously."]
["Customer: Cancel my account \nCustomer: Agent\nHuman Agent: Are you trying to cancel the subscription the cameras on your account?\nCustomer: Yes\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: Yes\nHuman Agent: Open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option.\nCustomer: Thank you!\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: I need to\nCancel my subscription \nCustomer: Agent\nCustomer: -1\nCustomer: Need to cancel my subscription \nCustomer: Hello\nHuman Agent: Hi, thank you for contacting support. It looks like you're subscribed through Apple so you would need to cancel through your Apple subscriptions. Here is a link with more information on how to do that. https://support.apple.com/en-us/118428\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your subscription to see how you subscribed. \nCustomer: Thanks\nHuman Agent: It looks like you have one camera currently subscribed, the processor is apple, I do not have the ability to cancel it for you due to this, however it is able to be canceled from your apple account if you navigate there. First you would go into the apple settings, click your apple profile, choose subscriptions, then select the camera subscription and click cancel. You will know it is canceled if it shows an expiring date. \nCustomer: Ok I will try that.\nHuman Agent: Okay, is there anything else I can assist you wish today before we go?"]
["Customer: Is there any update to the audio alert issue? My cameras are full of audio alerts and I am not alerted to motion alerts\nCustomer: Support\nCustomer: Is there any update to the audio alert issue? I cannot disable audio alerts and my notifications are inundated with those types of alerts\nHuman Agent: The update with a fix for that has not been released yet. So unfortunately, there is not a resolution for it yet.\nCustomer: Is there any ETA? I currently pay for a subscription that doesn’t fully work due to me not being able to disable these alerts\nHuman Agent: I am checking on that now to see if there is any more information. I do want to let you know that the Live Chat support will be closing in 9 minutes. If we run out of time, then I will send you an invitation to schedule a callback appointment.\nHuman Agent: We do not currently have an ETA on the release for the update to resolve that issue.\nHuman Agent: The Live Chat support will be closing. You can tap on Schedule Call if you would like to make a callback appointment."]
["Customer: I need to speak to someone about an issue with my camaras\nCustomer: I am seeing other peoples property through my camera \nCustomer: I need to speak to customer support \nHuman Agent: There was an update released earlier to the alerts that caused that issue. The update was rolled back. Are you still seeing events that were created that are showing other cameras? When was the last one that you are seeing?\nCustomer: It was early this morning around 5:00 am\nCustomer: Does that mean other people can see my property too\nCustomer: Is this issue resolved yet??\nHuman Agent: Alright, I just wanted to confirm that there were not any newer events that were still being made. That update was rolled back as soon as the issue was identified. It is no longer going to cause that issue, but it would not delete the older events that were already created.\nHuman Agent: The update has been rolled back, so that issue is not still occuring.\nCustomer: I hope this doesn’t happen again. \nHuman Agent: It should not happen again, but please do not hesitate to contact us again if you see the same issue again. Do you have any other questions?"]
["Customer: Cloud service expired. What is that? For 8 years I have had this system and for 8 years I have been able to see 10 sec clips. Now no more? What's with that? Ok... Well... You got a few bucks out of me for the cams years ago but, I'm done with you now. Time to move on. I'll be changing the review of your peoducts online. Shouldn't be so greedy. Here's to hoping my negative review of your cams costs you a lot more than a monthly subscription fee from me. You are welcome. \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I check your plan and account information. \nHuman Agent: It looks like you're on the free plan so you would still have the 10 second clips. These would be accessible by going to the events section. It sounds like you may have tapped on playback before. Are you having any issue accessing your events from the events section of the app?"]
["Customer: It's not working.I think it's tied to a friend of mine's account.He has no cameras of you guys anymore.So I don't know how I'm gonna get it off of this account.He doesn't even have the app anymore\nCustomer: I don't think he does \nCustomer: I was told something about uninstalling my account.Reinstalling it but I don't want charge twice when I already have them hooked up\nCustomer: So\nWhat do I do to redo my account\nCustomer: I'm getting really irritated \nHuman Agent: Hello, you've reached customer care, my name is Kylie. If the camera is on your friends accoutn still you will be able tog et the device online but it will not mvoe over until its been unbound, I can try to look up the camera to see if it is tied to an account or not. The cameras ID number should be on it directly on the sticker and it will start with a ZMD"]
["Customer: I just need to tell you what a piece of crap this app is it's an utter piece of shit \nCustomer: -1\nCustomer: You and your company and everything about your service sucks dick\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Was there something in particular you were having trouble with or needed assistance with?"]
["Customer: Cannot get video playback...\nCustomer: -1\nCustomer: Cannot get video playback..\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Which camera are you having trouble playing back? what is the name or device ID?\nCustomer: All of them\nCustomer: The playback screen is blank\nHuman Agent: On the phone app?  Do you have the cameras in a group?\nCustomer: Yes\nHuman Agent: The app was recently updated.  The developers are working on fixing this issue now.  Until the issue has been fixed if you delete the group you should be able to playback each individual camera.\nCustomer: This just started roday\nHuman Agent: Yes. the app was just recently updated.  Across from notification tap on settings to delete the group.\nHuman Agent: Then see if you are able to playback the footage."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: No LIVE camera view\nCustomer: No LIVE button\nCustomer: My camera does not show a LIVE button\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Cam 2 ZMD15KQI5201971 shows offline.  Is this the camera you are needing help with?\nCustomer: I’m getting motion activated pictures, but I no longer see the LIVE button \nCustomer: Yes\nHuman Agent: Are you viewing the cameras from an iPad?\nCustomer: Yes\nHuman Agent: Please uninstall the app, then reinstall it.  That should show you the live buttons again\nCustomer: Ok, thanks, I’ll try…bye\nHuman Agent: You're welcome"]
["Customer: Troubleshooting\nCustomer: Hi I have a new inside camera with sound detection that will not turn off and alarms every few minutes \nCustomer: How to turn off sound detection \nCustomer: -1\nCustomer: I have the sound detection off in the app and it is still giving alarms for sound dictation\nCustomer: Apparently it turns itself back on\nCustomer: I turned it off in the app and when I looked back again, it is back on\nCustomer: For some reason, I can’t disable or turn off the sound detection. When I turn it off in the app, it doesn’t stay off.\nCustomer: Could I speak to a live person?\nCustomer: Agent\nHuman Agent: I know that there was recently an issue with Sound Notification not remaining off and turning back on automatically. There should be a fix for it that will resolve the issue in the next update. Unfortunately, I do not have a date for when that new update will be released.\nCustomer: Ok thanks \nHuman Agent: You're welcome."]
["Customer: I have images that is showing up on my screen that’s not my property \nCustomer: I would like to talk to someone \nCustomer: Can someone call me \nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: Hello \nCustomer: Grant! What’s going on \nHuman Agent: How can I assist you?\nHuman Agent: Which camera is showing you images from another property?"]
["Customer: Application is not working again and again \nCustomer: -1\nCustomer: Troubleshooting has done several times and no luck whatsoever \nCustomer: -1\nCustomer: Yes\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What sort of issue are you having in the app?\nCustomer: Read above \nHuman Agent: All you said in this chat on the issue is that the application is not working again and again and that troubleshooting has done several times and no luck whatsoever. What sort of issue are you having in the app?\nCustomer: Even deleted the app twice, unplugged twice and no luck\nHuman Agent: What issue are you having through?\nCustomer: Not working \nHuman Agent: What is not working? Please elaborate. \nCustomer: The application……..\n\nHuman Agent: Okay, but what is happening? You're saying the application is not working, but have not provided issues on what the issue is. Is it crashing the moment you open the app? What is happening?\nCustomer: Keep spinning and it’s not loading \nHuman Agent: That is the home page of the app or is that on a specific page of the app?\nCustomer: My friend the app it’s not working. It’s  not loading \n\nHuman Agent: Is that the home page of the app that is not loading when you first open it before doing anything else or are you getting the constant spinning on a specific page?\nCustomer: Your application is functioning miserably, 3.3 ratings and the company not doing anything to improve anything?\nTotally disappointing and giving up on your cameras anymore \nCustomer: Good luck……..,\nCustomer: I’m done !!!!!!!\nHuman Agent: In order to help we need more information on what is happening. Would you be able to answer the question from my previous message?"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Are you a live rep?\nCustomer: Ok Kyle. For the indoor cameras. What size screw goes into the camera?\nCustomer: *kylie\nCustomer: ?\nCustomer: Hello?\nHuman Agent: Yes I am here\nHuman Agent: For me to lookup the info you have requested I will need the cameras ID number and Model, are you able to send me that? this will be on the cameras sticker and the ID part will start with ZMD. \nCustomer: I would like to report this chat to a supervisor. You have been vague and time consuming. You haven’t been a help to me or my problem. \nHuman Agent: Okay, One moment\nHuman Agent: Hi, my name is Dillon and I am a supervisor. I have spoken with the agent to make sure they reply in a timely manner, but as they requested, we would need more information on the device to give more direct details. Generally though we will not have information on screw sizes unfortunately."]
["Customer: Hi, I have Zmodo camera system in my multiple stores. How can I monitor the cameras from my office to oversee my employees' activities without constantly switching between locations on the app? \nCustomer: But the problem is that i can only see one channel at the time \nCustomer: You can only see a group of channels in the phone app not on the web app \nCustomer: When i log in into my account through my pc i can only see one camera at the time. It doesn't allow me to make groups \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Unfortunately multi channel view is only supported in the phone app and there would not be a simple way to do it from a computer.\nCustomer: really? not even with a DVR or something? \nHuman Agent: Correct. DVRs would not be supported in the web app, but NVRs would still go only a single channel at a time there."]
["Customer: I want to get an alert every time a motion is detected. Not with dead time between what you’re system considers a major event versus a minor event. \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. That is not possible. Major and minor are only determined by time between alerts, not based on contents of the event. The minimum time between notifications would be 12-20 minutes depending on the frequency of motion. \nHuman Agent: The initial alert that issues a notification is the major alert with following alerts being minor alerts until at least 3 minor alerts have been issued or 20 minutes has passed since the last major alert. The time between major and minor alerts is a minimum of 3 minutes. So if there were constant motion, with the time between those alerts that would put the minimum time between notifications issued to be 12 minutes. If motion is not constant though, depending on the frequency of the motion it could be anywhere between 12-20 minutes until it would issue another major alert, or notification, for a movement that is detected. \nCustomer: Thank you for clarifying that. It is what I thought I understood. I don’t think that this the right system for me. \nHuman Agent: Okay, is there anything else I can assist you with for now?"]
["Customer: I have 3 mini pro cameras and every time I turn off the sound detection in the app for each camera, the app turns it back on. Is there a way to keep this setting turned off?\nCustomer: Sound detection \nCustomer: Detecting sound\nCustomer: Troubleshooting\nCustomer: App\nCustomer: Detecting sound\nHuman Agent: Hi my name is Wendy.  \n\nUnfortunately there is currently a bug with sound detection to where it cannot be turned off. Our developers plan to address it in the next app update, but unfortunately I do not know when that will be."]
["Customer: App slow or not showing images \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What parts are you having issues with?"]
["Customer: I received you email offering 35% off on mini pro's.  Walmart's everyday price is the same so why are you conning the public?\nCustomer: Reward your customers how???\nCustomer: It's still a Scam\nHuman Agent: Hello, you've reached customer care, my name is Kylie. You were speaking to the Automated Bot. How can I assist you today?"]
["Customer: I'm disappointed with zmodo. I have 18 of your cameras.  My son has your cameras. Several friends that I referred have your cameras. All of this business was done because of the personal customer service you could get by phone. Now you don't offer. I'm going to make changes with a company that I can call.\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. While we do not offer inbound phone support, we do have chat, email, and callbacks available on request so you may still speak to agents on the phone when you wish."]
["Customer: Web app still not working correctly \nCustomer: Video just keeps loading in hd\nCustomer: Not working \nCustomer: Help\nCustomer: Web app not working \nCustomer: No\nCustomer: Live person \nHuman Agent: Which cameras are you having trouble viewing on the web app?\nCustomer: All\nCustomer: Zmodo web app not working but meshare does\nCustomer: ???\nHuman Agent: So there are some issues with viewing the HD footage from certain camera firmwares on the web app after the update. It has been reported and the development team is working to resolve the issues. \n\nSome of the cameras on your account are 720p cameras. Are you having trouble with the older 720p cameras, as well?\nCustomer: All work on meshare just fine\nHuman Agent: Yes, the meShare web app was not updated like the Zmodo web app was. As mentioned, there is a known issue with some camera firmwares on the web app after the update to the web app.\nHuman Agent: Some of the cameras on your account are 720p cameras. Are you having trouble with viewing the older 720p cameras, as well?"]
["Customer: Customer service \nCustomer: Hello this morning I woke up to find live feed from other peoples homes inside and out on my camera notifications. This mad very uncomfortable and concerned if my personal camera footage has been shared as well over 28  notifications with other peoples homes \nHuman Agent: There was an update released earlier to the alerts that caused that issue. The update was rolled back as soon as the issue was noticed. Are you still receiving new events that were created that are showing other cameras? When was the last one that you are seeing?\nCustomer: Last one seen at 6am I believe \nCustomer: And I don’t feel comfortable with this camera what are my options this is very uncomfortable and big deal \nHuman Agent: I just wanted to confirm that it was not still occurring as the update that caused that issue has been rolled back so it should not be continuing to happen.\nCustomer: I get that but that doesn’t take back seeing others homes already \nHuman Agent: I understand. Unfortunately, there is nothing I can do to take back you having received events from other devices. You can delete the events from your app and they will stop showing up for you there.\nCustomer: Well what am I supposed to do with the device as I no longer trust it or the current account? \nHuman Agent: What you want to do with it is up to you. You can continue to use the camera and your account if you want to. You can move to different cameras if you want to. That would be a decision you would have to make based on what you want to do.\nCustomer: Wow. Ok I’ll be in contact with the bbb and my attorney. Thanks for nothing.\nHuman Agent: I'm sorry that answer was not sufficient. Can you give me more details about what you are looking for? \nHuman Agent: The issue has been resolved. If you do not trust the camera, then you can look for different cameras if you want to. Unfortunately, the issue already happened and we are unable to go back and undo the fact that it happened at all. We have rolled back the update that caused the issue so that it will not happen again/"]
["Customer: I have (5) Zmodo cameras.  My app is 6.0.5.08028. I have had this for several years and it has worked great.  recently I am having to reboot my android phone before I can view my pictures.  it just sits there with a blue circle going round and round and never connecting to see the result.  Once I reboot it will work one or two times, them quit again.\nCustomer: I need live person Mira.\nHuman Agent: Hi my name is Wendy\nHuman Agent: What is your account username? or please provide the device ID on one of the cameras.\nHuman Agent: The ID will be listed on a sticker on the camera and start with ZMD or GSG\nCustomer: I am a guest.  I have no account.  I am at work and all my cameras area at my house\nCustomer: Lets try something.\nHuman Agent: okay you will want to contact us when you are at the location with the cameras and let us know the device IDs on the cameras you are needing help with\nHuman Agent: you will want to contact us when you are at the location with the cameras and let us know the device IDs on the cameras you are needing help with\nCustomer: They are are not working so giving you one camera that is not working, how will that help?\nHuman Agent: I can check what type of camera you have and provide setup instructions with the device IDs\nCustomer: Do you userdstan my issue?\nHuman Agent: No, I don't understand your issue\nCustomer: ZMD33DB44267675\nHuman Agent: ZMD33DB44267675 shows online.  It is connected to \tlj-----@gmail.com\nHuman Agent: login to the Zmodo app with this email and you will see your camera\nCustomer: Lt me type it all over again.  I gave it all to virtiual assistand Mira.  Stand by.  I though she would have passed my text on to you.  Is that not the case?\nHuman Agent: You wrote:  I have (5) Zmodo cameras.  My app is 6.0.5.08028. I have had this for several years and it has worked great.  recently I am having to reboot my android phone before I can view my pictures.  it just sits there with a blue circle going round and round and never connecting to see the result.  Once I reboot it will work one or two times, them quit again.\nHuman Agent: You just told me a second ago that you were not logged into the app.  You would want to login to the Zmodo app with email \tlj-----@gmail.com then you will see your camera\nCustomer: I cannot do that one camera it is a shared camera from LJ at his gmail and he is goner.\nHuman Agent: If this account shared the camera with you and you can no longer view it, its possible they turned sharing off.  You could contact this person to see if they would share the camera with you again\nCustomer: I can open the app on my android phone as I have been doing for years.  Not whe I open the app at the HOME Page I see 5 cameras.  The events tab has no a red dot.  But when I try to see the events it just says loading with a round circle and evently times out unless I reboot my phone.\nHuman Agent: You can view the live feed from the camera you just can't view the events on the \"events\" tab?\nCustomer: NO forget about the sdhared,  pretend you never even saw that.  it is all the other ones that I have also.\nHuman Agent: You can view the live feed from the camera you just can't view the events on the \"events\" tab?\nCustomer: Yes I can view the live feed\nHuman Agent: do you use an android phone?  s24?\nCustomer: S21\nHuman Agent: One moment\nCustomer: Sorry S22\nHuman Agent: one moment, I am checking \nHuman Agent: There is an event issue that we found earlier this week.  The developers are working on fixing the issue, they should have it fixed soon.\n\nYou may be able to fix it temporarily by going to your  phone's settings for app management, Zmodo app, clear the data? Doing this will most likely log you out of the Zmodo app so you would then need to login again. See if this fixes the issue you are having with events.\n\nIf you are not sure your login info you would want to check that first before trying this temporary fix.\nCustomer: OK do you mean clear the cash?\nHuman Agent: no clear the data\nHuman Agent: If you are not sure your login info you would want to check that first before trying this temporary fix.\nHuman Agent: Also force closing the app and logging back in may fix the issue temporarily \nCustomer: How do I save thsi conversation?\nHuman Agent: you could take screenshots\nCustomer: Bye!\nHuman Agent: bye have a nice day"]
["Customer: Troubleshooting\nCustomer: Hi!  One of my cameras keeps alerting me with \nHuman Agent: Hi my name is Wendy.  Please let me know in more detail what questions you have.\nCustomer: Hi!  One of my cameras keeps alerting me with \"sound\". I turn the mic off. In a short period of time the mic seems to turn back on and the alerts start again. I have it set for \"People and \"animals\" detection.  I have had this issue before with another camera and find that just unplugging and replugging takes care fo the issue for a while.\nHuman Agent: We have reported the sound notification issue you are having with your cameras. The developers are working on fixing the issue now.\n\nCustomer: Ok good. I just had an update and hoped that would fix it but it didn't \nHuman Agent: Okay yeah.  Hopefully the developers will get that fixed shortly.\nCustomer: haha-- I just coughed the camera in another room alerted me!\nHuman Agent: lol\nCustomer: Thanks for your input Wendy. I'll keep my fingers crossed. BTW are you in IL?\nHuman Agent: You're welcome!  We are in Illinois.\nCustomer: If so, look like you are having a BEAUTIFUL fall. I'm from there (northern) and really miss the falls. I can never remember--Champaign or Carbondale?\nHuman Agent: Champaign.  Yes it has been a beautiful fall.  Trees are so pretty right now\nCustomer: Yes, my friends and fam are sending me pics. Take the rest of the day off and run up to Starved Rock! Thanks for your help!\nHuman Agent: You're welcome!   Have a great day"]
["Customer: sound detection won’t stay turned off\nCustomer: sound detection \nCustomer: customer service \nCustomer: ok\nHuman Agent: I know that there was recently an issue with Sound Notification not remaining off and turning back on automatically. There should be a fix for it that will resolve the issue in the next update. Unfortunately, I do not have a date for when that new update will be released.\nCustomer: what a joke ok lol\nHuman Agent: Do you have any other questions?"]
["Customer: Every time I close the zmodo app, then reopen it, the live feed button is gone.  I delete the app and it again, then it’s fine until I close the app.  Does this on both my iPads.  App works fine on my iPhone.\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. This is unfortunately a known issue on iPad, though it doesn't typically happen every time the app is opened. The only current known fix is to reinstall as you mentioned. The developers are aware, but do not have a fix available at this time unfortunately."]
["Customer: I purchased model ZP-IBH23-W, and I'm very happy with it. I just recently purchased 2 more, however I didn't realize the model number is different. The 2 I just purchased are model ZP-IBH27-W, and they will not mount horizontally with \nantenna affixed. Is there another set of mounts I can purchase for this model? If not, I need to return both cameras.\n\nCustomer: Cameras don't mount horizontally\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Could you send me a picture of the bracket your camera has on it?\nCustomer: I need to mount these cameras to the ceiling of my out door patio. There's no other way to mount them. These mounts I believe are designed for vertical use. \nHuman Agent: Could you please send me a picture of the mounting bracket on your device?\nCustomer: D/static_file/21ce2dbca4_1_20240918145533.jpg\nCustomer: The camera I thought I was getting delivered is the one that mounts from the top, like my other one\nCustomer: D/static_file/5cb0bf120e_1_20240918145642.jpg\nHuman Agent: Okay, in order to mount in that angle, could you not mount it upside down? There is an option in the app to flip the image. \nCustomer: I did not know that. And I didn't want to mount upside down because it looks extremely unprofessional. Is there any way I could exchange these for the 2 that doesn't need to be mounted upside down?  \nCustomer: The cameras that I want are model ZP-IBH23\nHuman Agent: While you may return the devices if they are within the return window where you purchased them, we would not be able to exchange them for a specific previous model. \nCustomer: Okay. I should re-phrase: is it possible to purchase model IBH23? Or, is that model now obsolete?\nHuman Agent: It's possible you may be able to find them used or via other resellers, but I do not have a specific listing for that exact model that would definitely have the bracket type you would like. \nCustomer: Thanks. \nHuman Agent: No problem, is there anything else I can assist with for now?"]
["Customer: Why can I no longer view live, also I have paid for service on front door camera and cannot view that live either?\nCustomer: -1\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  I see 2 cameras connected to this email. backyard & front door.  both cameras show online.\nHuman Agent: are these the cameras you are not able to view on the app?\nCustomer: Seems these cameras work then stop working for no reason! Getting fed up with this non service here!\nHuman Agent:   I see 2 cameras connected to this email. backyard & front door.  both cameras show online. are these the cameras you are not able to view on the app?\nCustomer: I can NOT view these cameras live yet they are showing action every now and then with recording at front door camera!!!!! Doesn’t make sense at all.\nHuman Agent: Do you get an error message or what happens when you try to view the live feed?\nCustomer:  No error messages at all, just can’t view live now…\nHuman Agent: Could you please provide a screenshot of what you see when trying to view the live feed?\nCustomer: There is no LIVE button to view live!\nHuman Agent: Are you trying to view the cameras on an iPad? or what type of device are you using to view the cameras?\nCustomer: D/static_file/18db7c04b5_1_20250211091651.png\nHuman Agent: Delete the app and reinstall it.  Then you should see the live button.\nCustomer: D/static_file/162a3afba1_1_20250211091756.png\nHuman Agent: Please delete the app and reinstall it.  Then you should see the live button."]
["Customer: I am using a Google Nest Hub with my meShare camera. It connects fine and shows the picture. After 3-5 minutes it seems to disconnect and shows the whirling wheel as it try’s to reconnect   The light on the camera is solid blue and I have no problem with seeing it on the iPhone app. Please advise. \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. The cameras are not intended for nonstop viewing and so may have trouble loading after a bit when watching continuously. If needed, you can reload the camera to relieve the issue."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Shutting off sound detection\nCustomer: Help \nCustomer: Shut off sound detection\nHuman Agent: Hi my name is Wendy.\n\nUnfortunately there is currently a bug with sound detection to where it cannot be turned off. Our developers plan to address it in the next app update, but unfortunately I do not know when that will be."]
["Customer: Troubleshooting\nCustomer: This is the 2nd time today that zomodo and Funlux have stopped showing the live views on all my iPads!!! I pay for the front door camera and just view the live for backyard camera. Why do the apps keep losing the live views for both?\nCustomer: My internet is fine!!!\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like your cameras are online, what does it say when you attempt to view the devices?\nCustomer: It’s not my router it is working just fine because I have been on a game all morning without any interruptions!! It’s your apps that are the issues on all my 3 iPads, so that tells me it’s your apps!\nCustomer: D/static_file/abbe8fd129_1_20250211103633.png\nCustomer: D/static_file/bd8dcb2a80_1_20250211103641.png\nCustomer: Earlier this morning and now it’s gone again, this seems to happen all the time anymore!\nCustomer: D/static_file/46bdce786b_1_20250211103724.png\nHuman Agent: Ah, alright. You may reinstall the app, but unfortunately it may occur again. The app does not display properly on iPads which can sometimes cause the buttons to disappear. Unfortunately we do not have a fix at this time beyond the temporary one of reinstalling the app. Our development team has been made aware of the issue."]
["Customer: Agent\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: Hi my nvr has stopped working the power adapter is working fine with 12 vdc. But the NVR is not turning on everything is connected to the correct spot. Do you sell any replacement NVR I can use for my system? \nCustomer: D/static_file/9cd78a0dfb_1_20240923093902.jpeg\nCustomer: D/static_file/b2bb8831b4_1_20240923093912.jpeg\nCustomer: Hello\nHuman Agent: We do not make and sell NVR systems any longer. You can try looking at third party sellers (Amazon, eBay, etc.) for a Zmodo or Funlux NVR system.\nCustomer: They will work with it? \nHuman Agent: Zmodo and Funlux are partner companies, so the systems are compatible with each other. \nCustomer: Ok thanks. Are you able to tell me what Zmodo nvr I can use?\nHuman Agent: It looks the NVR is a 1080p NVR, so you would want to look for a 1080p NVR system.\nCustomer: Ok thanks \nCustomer: Would I have to download any other apps if I got a Funlux? \nHuman Agent: No."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Mira can you connect me to grant\nCustomer: Six of my cameras or the lines are not worling\nCustomer: Can you put a person on the line please \nCustomer: Is this grant\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Ty I just spoke with grant it’s not the repeaters it’s something in the six cameras or wires to them \nCustomer: I put back the original port that I thought was bad and it’s working \nCustomer: But six cameras are not \nHuman Agent: Okay, so it sounds like the one port you thought was bad, is actually good, to figure out if its an issue with only one camera or with multiple what I would advise you to do is to one by one plug each of the cameras into that port to see if they show or not. \nCustomer: I have done that and six are not working they must have all stopped at one time after a power outage \nHuman Agent: Okay, If there are some that do not show, then the next step for you would be to check if its an issue with the camera or the cord, to do that you would physically have to take the camera and unplug it from the cord, then plug it into a cord of another camera that you already tested that works then plug that working camera into the other cord, You would then check and see if the working camera still works and if the other camera works or not.\nHuman Agent: this testing both checks the camera, and the cord to see if both are working, or if both are bad or if just one part is bad. \nCustomer: Five of the cameras are outside and they have been hardwired because the connectors don’t last \nCustomer: Can I buy 6 new cameras with wires"]
["Customer: Troubleshooting\nCustomer: I just upgraded my router, and I have everything working but the cameras, the DVR is staying a solid green.\nHuman Agent: Hi my name is Wendy.  Do you have the NVR connected to the new router with an ethernet cable?\nHuman Agent: NVR ZMD11KC78000098 shows online now.  What type of cameras do you have?  Are they wired sPoE cameras or wifi cameras?"]
["Customer: Troubleshooting\nCustomer: Replaced a camera and it’s not working \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Hold on one second let me locate it\nCustomer: 13 ekdc28936\nCustomer: You there?\nCustomer: Hello \nHuman Agent: Can you try sending the Device ID again? Or send a picture off it. What you sent does not bring anything up and it looks like it is missing a letter or a number.\nCustomer: ekdc28936\nCustomer: 13\nHuman Agent: Device IDs have 15 characters. So you are missing a letter or a number.\nCustomer: D/static_file/82145c0e42_1_20241031145320.jpg\nCustomer: You there \nHuman Agent: Alright, that is an sPoE camera, so you may want to try adding the NVR to your account. Connecting the NVR will often add any connected cameras to the account, as well. Also, since you said this was a replacement camera, you may want to check to be sure that there is an available channel for the camera to connect to first.\nHuman Agent: You can check that in the NVR settings. Do you have the NVR connected to a monitor and a mouse?\nCustomer: We have no idea unfortunately your cameras and product are way more trouble than they’re worth\nHuman Agent: The camera would need to plug in to an NVR to be connected and powered. Did you plug the camera in to the NVR?"]
["Customer: Troubleshooting\nCustomer: Agent\nCustomer: Hi I have a camera which is blue but cannot add to my 4 camera system \nCustomer: D/static_file/97ca0d5967_1_20241220105209.jpg\nCustomer: Thanks \nCustomer: I’ve tried rebooting the camera \nHuman Agent: Is the camera connected to the same router as the NVR system? Could I have the device ID of the NVR you are working with?  It should start with ZMD and should be on a white sticker on the NVR.\nCustomer: Ok\nCustomer: D/static_file/4cf6c4707e_1_20241220105519.jpg\nHuman Agent: It looks like the camera is connected to that NVR system. You have 2 NVRs on your account.\nCustomer: Correct \nCustomer: I’ll check now \nCustomer: It’s not streaming the video \nHuman Agent: Do you have the NVR plugged in to a monitor?\nCustomer: Btw you need to know that your cameras don’t work accross multiple at and t extenders \nCustomer: I will delete it and readd it now I moved the nvr from one side of the house to the other using a different extender from at and t see if they works \nCustomer: May just need to sell them and move on \nHuman Agent: What are you deleting and readding? The camera is showing as connected to the NVR that you gave the ID for. Do you have the NVR plugged in to a monitor? What do you see when you look at the video on the NVR?\nHuman Agent: As far as not working across extenders, that is likely because your Wi-Fi extenders either have their own networks or do not allow devices to be discovered on other networks. You may be able to change the settings on your extenders and router to allow devices to be discovered across extenders.\nCustomer: Plugging in the monitor I just get poor connection \nCustomer: I’ll try to fix the extender thing First \nHuman Agent: That is on a monitor connected with an HDMI cable? Or is that when you try to view it through the mobile app on your phone or web app on your computer?\nCustomer: Both \nHuman Agent: The way it displays the cameras is different if you have an HDMI cable plugged in directly to the NVR or if you are viewing it remotely on an app.\nCustomer: I’ll just leave it for now and see if I can change the network first and come back to it thanks for having a look \nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Don’t know\nCustomer: When i click on a video that was recorded it jumps back about a hour and doesn’t let me see the current video\nCustomer: I need further assistance \nCustomer: I already did all that \nCustomer: The playback\nCustomer: Do you have a number i can call?\nCustomer: You’re not helpful \nCustomer: Agent\nCustomer: Hello\nHuman Agent: IT looks like the time zone is desynced between the NVR and the app. You can check the time zone setting on the NVR in the app and if it is not the correct time, change the time zone to the correct time. \nHuman Agent: If it is the correct time, then you can resync it by changing the time zone and then changing it back.\nCustomer: Where do i find that? \nHuman Agent: Tap on Settings next to My Devices and then tap on the NVR. Tap on the three dots in the top right corner of the Device Settings screen. Then tap on Device Time Zone.\nCustomer: That doesn’t show up on my app? \nCustomer: Or do you mean on the actual screen and not my app on phone? \nHuman Agent: What do you see on your app when you are on the Home tab of your app?\nCustomer: Setting \nCustomer: Then it says rearrange or on and off that’s all\nHuman Agent: You tapped on the Settings button across from Notification. You will want to tap on the Settings button across from My Devices.\nCustomer: There is no “my devices” \nHuman Agent: Do you see a list of cameras on your Home page of the app?\nCustomer: Yes\nHuman Agent: What does it say right above the list of devices?\nCustomer: D/static_file/850fa1b3c8_1_20250207155937.png\nCustomer: The settings button right on top only lets me rearrange the cameras \nHuman Agent: Yes, so it is right there. Right below where it says \"ON\" and \"OFF\" and right above your first camera named \"Front right\" it says \"My Devices\" and to the right of that it says \"Settings\".\nCustomer: Yes when i press that all it does is let me rearrange the camera \nHuman Agent: Then you need to tap on the NVR in the list.\nHuman Agent: Tap on Settings next to My Devices and then tap on the NVR. Tap on the three dots in the top right corner of the Device Settings screen. Then tap on Device Time Zone."]
["Customer: My box is not recording\nCustomer: My first class box is not recording\nCustomer: Agent\nCustomer: I cant replay my box\nCustomer: Its saying no footage\nHuman Agent: There may be a few issues with that system. Do you have the NVR connected to a monitor and a mouse? We can take a look at the video and the settings directly on the monitor.\nCustomer: No and i am not there\nCustomer: The cloud system is 5 each camera? So thats 40 a month?\nCustomer:  There is no cheaper package when you have a system\nHuman Agent: If you wanted to subscribe to the Premium Plan, then yes, it is per device.\nCustomer: Thats too much\nHuman Agent: The one thing you can try to do with the NVR remotely is change the time zone and then change it back to the correct time zone. That might help if the time zone got desynced. If that does not help, then you would need to be with the NVR to troubleshoot it.\nCustomer: There is no cheaper plan\nCustomer:   How do i change time zone\nHuman Agent: Tap on Settings next to My Devices. Tap on the NVR to go to the Device Settings for the NVR. Then tap on the three dots in the top right corner. Tap on Device Time Zone and then you can change the time zone and then change it back.\nCustomer: It says reset\nCustomer: Should i reset?\nHuman Agent: No, you do not need to reset the device. You tap on Device Time Zone.\nCustomer: Ok is there a better way to store then $40 a month\nCustomer: For the first class device\nCustomer: I have 8 cameras\nHuman Agent: I would recommend troubleshooting the NVR system directly and checking the NVR settings and the hard drive in the NVR.\nCustomer: Yes\nCustomer: Im asking u\nCustomer:  Is there a better price for cloud\nHuman Agent: There are two cloud plans. The Premium Plan is $4.99 per month or $49.99 per year. The Platinum Plan is $9.99 per month or $99.99 per year. All of the subscriptions are per device."]
["Customer: Troubleshooting\nCustomer: What happened to my dvr and cameras, dvr is red and cameras went offline \nHuman Agent: Hello, my name is Grant. IF the three lights on the top of your NVR system are red, then that means there is an issue with the hard drive. First you would want to try to format the hard drive, which you can do in the General Settings on the NVR. If that does not work, then you may want to try replacing the hard drive.\nHuman Agent: As far as the cameras being offline, the cameras on your account connect to your Wi-Fi network, so there could be several reasons they are offline. Have you changed your router, Wi-Fi name and password, or internet provide recently? Or did you try resetting your NVR either through the General Settings or with the reset button on the back?"]
["Human Agent: trying to get nvr back on line\nHuman Agent: 1\nHuman Agent: i did all that had to redo system upgradedmto 5gwifi\nHuman Agent: nothing i do hear has worked \nHuman Agent: i just said trying to get my dvr back online for my camras \nHuman Agent: -1\nHuman Agent: i need a real person customer serves please\nHuman Agent: great thanks\nHuman Agent: Could I have the device ID of the NVR you are working with?  It should start with ZMD and should be on a white sticker on the bottom of the NVR.\nHuman Agent: ZM-ss800D88\nHuman Agent: That is an SKU, the ID should be on the same sticker.\nHuman Agent: it is 1 TB\nHuman Agent: That would be the size of the hard drive inside of the system. Are you there with the NVR?\nHuman Agent: 042SC 06 13 AD 9F\nHuman Agent: Are you looking at the NVR itself or are you looking at the box that the NVR came in?\nHuman Agent: LOOKING ATNVR\nHuman Agent: sorry caps was on\nHuman Agent: Okay, there will be a sticker on the bottom of the NVR with an ID that should start with ZMD. Can you send a picture of that sticker on the bottom of the NVR?\nHuman Agent: ZMD13GBE90000024\nHuman Agent: Okay, that ID you sent has too many characters, but I think I found the NVR.\nHuman Agent: ZMD13GBE9000024\nHuman Agent: I have rebound the NVR to your account. You may need to refresh or restart the app.\nHuman Agent: Also, to make it easier for you in the future, if you change your Wi-Fi network, you do not need to remove the cameras or the NVR from your account to connect them to a new network.\nHuman Agent: Great thanks for the heads up i did not know that\nHuman Agent: You're welcome.\nHuman Agent: you have a great day or night were aever you are again thanks\nHuman Agent: You're welcome. You have a good day, too."]
["Customer: Set up\nCustomer: I’m trying to setup legacy cameras that are connected to a Zmodo device that I believe is a poe switch. I connected these cameras at church years ago but now they need redoing and I forgot how I did any of it\nCustomer: I need live agent\nCustomer: The cameras connect to the Zmodo switch and the to a router. Not sure of the up it’s pulling\nCustomer: Ip\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device the ,camera is plugged into first. can you send me all the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid. \nHuman Agent: I also would need the ID and model of the NVR and the model and ID number of the repeater as well.\nCustomer: Can we do one first others are hard to get to. No nvr. The repeater is a bs-0001. Stand by for serial of camera\nCustomer: Zmd14fph1213888\nHuman Agent: Okay, One moment\nCustomer: Are you there?\nHuman Agent: Yes I replied above, I am looking up info on the camera and the repeater right now\nHuman Agent: The camera on my end is saying it is offline, I would like to have you do a physical test with this Zmd14fph1213888 camera to rule out some things.  Can you cover the front of the camera as much as you can to make it dark, then peak and tell me if any red lights come on at all? Let me know as well if you when you do that hear any clicking from the camera if you dont see any red lights react.\nCustomer: I’m in the router. The three cameras on repeater are pulling ips \nHuman Agent: Okay, Can you still try to do the test with the camera to tell me if the red lights react.\nCustomer: Can I use those up to do this. Also what software do I need. I have the Zmodo software on my phone for cameras at home. Stand by I’ll check lights\nCustomer: Ok no lights. I tried uplugging and plugging in again. No lights\nHuman Agent: No you cant add cameras form the app with the IP address alone, the IP address is just something the router assigns cameras to communicate with them, it doesn't necessarily mean the indicate they are communicating with each other right now.  \nHuman Agent: When you unplugged and plugged them in did you hear any clicking at all?\nHuman Agent: from the camera is where the clicking would occur after its plugged in.\nCustomer: I am CCNA Cisco tech so we can move along on a technical level. To much noise hear to hear clicking. \nCustomer: In the past I used legacy software that you guys didn’t even have anymore. That’s 10 years ago\nHuman Agent: Okay, that more then likely means that the camera is not getting any power. Does the repeater on the back or the front have any lights? what color and pattern are they (flashing, solid)\nCustomer: Yes we have Amber link lights\nCustomer: They’d have to be powering up to get ips. Wouldn’t they\nCustomer: They all flash simultaneously\nHuman Agent: These cameras cant be viewed with the IP address alone like the DVR cameras, its not a POE camera, its a SPOE camera and could only be viewed locally or in the app when the cameras are getting internet. flashing amber lights means the cameras are getting power, but on my end its showing that the cameras are not getting any internet and are not online. On the back of the repeater, do you see a pinhole that says reset anywhere at all?\nCustomer: Stand by\nHuman Agent: OKay\nCustomer: No reset\nHuman Agent: Okay, Try unplugging the repeater, unplug all of the cameras, then plug the repeater back into power, and in the first port plug the camera Zmd14fph1213888 and let me know once you have done that, I will then look up the camera to see if it shows as online from my end in the system after that."]
["Customer: Not recording\nCustomer: No play back \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. \n\nHuman Agent: When you hit playback in the app, what do you see?"]
["Customer: Troubleshooting\nCustomer: I can't login to my NVR \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you trying to logging the NVR locally or in the app?\nCustomer: It wont let me change the admin name\nCustomer: I need to replace one camer\nCustomer: -1\nCustomer: I replace the camera but I cannot see on my nvr\nHuman Agent: What is the name of the camera? I will check and make sure its compatible with NVRs\nCustomer: How do i factory reset my nvr\nCustomer: I can't get it my nvr to set my camera \nHuman Agent: You do not need to reset the NVGR yet, I want to look up the camera first. Not all cameras are compatible with NVRs\nHuman Agent: what is the name you named the camera on the account? or have you not set it up yet?\nCustomer: I have the right camera i have replace one before I had to login to the nvr \nHuman Agent: Can you take a picture of the sticker on the camera and send it to me in the chat here? \nCustomer: I can't log in garage\nHuman Agent: Okay, This camera is compatible with an NVR. Lets have you first try to reboot the NVR then the camera, to do that jsut unplug and plug in the NVR and then d0o the same to the camera\nCustomer: D/static_file/f17528d2c0_1_20241122154302.jpg\nHuman Agent: Okay, This camera is compatible with an NVR. Lets have you first try to reboot the NVR then the camera, to do that just unplug and plug in the NVR and then do the same to the camera\nCustomer: Okay \nHuman Agent: Okay\nCustomer: No camera \nHuman Agent: Pardon?\nCustomer: Someone i can talk to \nHuman Agent: Do you mean via phone call?\nCustomer: Yes\nHuman Agent: Okay, We do not have an inbound number to call, but we do have outbound calling done via schedule, I will send you our call scheduler so you can schedule into the chat\nHuman Agent: Sent it now, let me know if you have trouble with submitting at all."]
["Customer: Hi I have the dvr zpnl18 and it isn’t connecting. \nCustomer: It hasn’t been connected to our system in a while, and I have plugged it back in but it’s not showing any information. It is wired to the ethernet and has power.\nCustomer: How to reset the DVR\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We no longer providing customer support for DVR systems, if you need assistance with the system you will need to troubleshoot the device on your own. \nCustomer: How to add the DVR to my app\nCustomer: How to add dvr model zpnl18 to app\nHuman Agent: We no longer providing customer support for DVR systems, if you need assistance with the system you will need to troubleshoot the device on your own."]
["Customer: Troubleshooting\nCustomer: Why are my mini pro not showing vid on nvp?\nCustomer: How do you upgrade camera \nHuman Agent: Hello, you've reached customer care, my name is Kylie. The mini cameras are not compatible with the NVR and the NVR will not record video form those cameras."]
["Customer: NVR not visible on the mobile app.\nCustomer: I did all above and was chatting another tech earlier.  This is the information I used to connect \nCustomer: Here are the instructions to add an NVR to your account:\n\nPlug in the device to both power and the router, make sure your phone is connected to the same router as the NVR.\nOpen the App and confirm you are signed in with the account you want the device linked to.\nTap the plus sign (+) on the top right and select Legacy, then Smart Kit.\nTap the check mark to confirm the NVR is powered up, this will prompt the app to do a network search for the NVR.\nIf the app locates the NVR it will show you the option to select the NVR and Name it. The name goes on the same line as the Device ID, after entering a name you can adjust the time zone and enter a password for your device.\nLastly tap on the checkmark at the bottom to add the device.\nCustomer: I did the above and make sure my phone was connect to the same router the NVR was connected with cable\nCustomer: I have 4 cameras and they are all connected to the 2.4GHz router currently \nCustomer: NVR is not visible on the mobile app\nCustomer: I did all above twice already but can’t add NVR to the mobile app\nCustomer: Do you have a life support?\nCustomer: Not a chatbot\nCustomer: Support number?\nHuman Agent: I was able to bind the NVR back to your account.\nCustomer: What do I do now?  Trying to add it again?\nCustomer: Do I need to restart the NVR?\nHuman Agent: I already added it back to your account. It is connected to your account.\nCustomer: Let me try to add it to the mobile app again\nHuman Agent: You do not need to add it to the app. I already added it to your account.\nCustomer: See it now.  Thank you very much!\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Hi Kylie,  I recently got 3 cameras back online with this system, but I can't seem to get one of them to show up in the NVR or Smart Kit.  Can you help me with that?\nHuman Agent: Okay, Let me look up your account to see what model NVR you have, one moment. \nCustomer: OK... its the \"South Outside Doors\" camera that's not coming up.\nCustomer: That camera is working when I go to view it individually.\nHuman Agent: Do you have more then one router, or use Wi-Fi extenders at all?\nCustomer: No.... I just have one brand new router I just installed\nHuman Agent: Okay, Try unplugging the camera for 30 seconds, then plug it back in and check the NVR, if that does not work, try restarting the NVR, you would unplug it from the rotuer first then press the restart pinhole in on the back of the unit, once reset plug it back into the router again. \nCustomer: OK.... I'll give that a try and get back to you if needed.  Thanks!\nHuman Agent: Okay\nCustomer: Quick question... can you tell me how many cameras I can add to this NVR?  I found 2 new in the box ones on Ebay of the same make/model and would like to add to the system.\nHuman Agent: It looks like this NVR is a 4CH NVR, it can only support up to 4 cameras to record on it. \nCustomer: Sorry.... I had to run to the other building to do what you recommended."]
["Customer: Troubleshooting\nCustomer: Camaras show up on app but not on the base unit\nCustomer: -1\nCustomer: Base is not working\nCustomer: -1\nCustomer: Still not working \nCustomer: Base not working\nCustomer: Give me a human\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I looked up your account and it looks like the NVR you have on this account is offline, can you check for me that the NVR is plugged into power, and that the ethernet cord is plugged into the NVR and into your router. \nCustomer: Yes it is\nCustomer: 3 lights are green on top of unit\nCustomer: Eithernet cable to router in place\nCustomer: D/static_file/754860445f_1_20250307152222.jpg\nHuman Agent: Okay, can you unplug the NVR from the router, then unplug the NVR from power, leave it powered off for around 30 seconds, then plug the NVR back into power and plug the ethernet cord back in as well.\nHuman Agent: Once you do that just let me know\nCustomer: D/static_file/88e39eff46_1_20250307152436.jpg\nCustomer: Rebooting \nCustomer: D/static_file/4691129586_1_20250307152520.jpg\nCustomer: Still no camaras \nHuman Agent: Okay, this was only the first step that I had you do, next step after that is to reboot each of the cameras, You would give each of the cameras a quick reboot by unplugging and plugging them in, when they come back online (after around a minute from the last camera you reboot) then check the NVR and see if any of the cameras are there, if they still are not then please let me know and I will have you do more with the NVR\nCustomer: Camaraa show on App but not on NVR base\nHuman Agent: Were the cameras set up on a network (Wi-Fi network) that si coming from the same router you have the NVR plugged into or do you have several routers or Wi-Fi extenders you set the cameras up onto at all?\nCustomer: That could be it\nCustomer: I'll swith the eithernet cable\nHuman Agent: Okay, If that does not work, I would recommend rebooting the cameras still. \nCustomer: D/static_file/566dc10787_1_20250307153729.jpg\nCustomer: That was it \nHuman Agent: Thats great news, Any other questions I can assist you with today before we go?\nCustomer: No. Thanks\nHuman Agent: Okay, have a beautiful day and a good weekend. Farewell"]
["Customer: real person\nCustomer: customer care agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: I think I talked to you about my issue earlier\nCustomer: how do I restore my settings and start over\nCustomer: can you see if you can view my camera\nHuman Agent: No, we have not spoken previously. It looks like you spoke with Kylie last and Grant before her. Can you clarify what you mean? I'm not sure what you're referring to. In general we do not have the ability to view your camera video, though I do see all of your cameras are offline. Is that what you're wanting assistance with?\nCustomer: yes\nHuman Agent: Okay, the cameras should be plugged into a repeater which should then be plugged into a wall outlet and the router. Is your repeater both powered on and connected to the router via an ethernet cable?\nCustomer: yes\nHuman Agent: Are the port lights for the cameras and the connection to the router flashing?\nCustomer: yes the port to the camera is flashing  very slow\nHuman Agent: Okay, and the one for the cable to the router as well?\nCustomer: not the one for the router \nHuman Agent: Okay, would you be able to try swapping out the cable between the repeater and the router for a different cable then?\nCustomer: ok\nHuman Agent: Thanks, let me know how it goes once you do that. \nCustomer: its changed\nHuman Agent: The cameras are still offline, but the NVR is now offline as well. Did you swap the cables there or something of that nature to where the cameras are now using the cable the NVR used?\nCustomer: yes I have another cable give me a sec\nHuman Agent: Okay. \n\nCustomer: okay all connected\nHuman Agent: Okay, the NVR is online again, but the cameras are still out. Are the lights on the back still behaving in the same way as before?\nCustomer: no they seem to be blinking a little faster like connected\nCustomer: I only have one camera connected\nCustomer: The others are at my office\nHuman Agent: Okay, could you try another port on the repeater? If that does not work, you could try the same with one other camera, but otherwise it unfortunately sounds like the repeater is not working properly. If that is the case, the main option would be repeater NVRs to power and connect the cameras, but as they can only power 4 at a time, you'd need 2 and they would have to be plugged directly into the router. https://www.ebay.com/itm/375286206306\nCustomer: I brought this home yesterday because of all the trouble wouldn't connect and got it to connect here at home yesterday. I've changed a setting or something because I cant get it to connect here now. I reset the NVR\nHuman Agent: You're saying it worked yesterday, but not today?\nCustomer: Here at my house. I've changed some setting in the NVR program I think. Not sure been messing with it for days. \nHuman Agent: The NVR itself shouldn't impact whether the camera itself can come online and it is not necessary for the camera to connect. \nCustomer: I changed to number 2 from one on the repeter\nCustomer: ok\nHuman Agent: Okay, they all show offline still. What did you change outside of NVR settings since the time it worked?\nCustomer: nothing to change I made a video yesterday of how I had it hooked up and looked back at it and everything is the same as far as network connections\nHuman Agent: Strange. You could potentially try another camera on a different cable in case the cable is the problem here and it goes in and out a bit, but honestly that seems fairly unlikely. Otherwise the best option would likely be the repeater NVRs I mentioned. \nCustomer: I unhooked the camera and the repeater light stopped blinking. I reconnected and its blinking again.\nCustomer: I reset my name and password. could that cause a problem?\nHuman Agent: Okay, unfortunately it's not going online still though. You could potentially check to make sure it's not being blocked on your router though. \n\nYour name and password on the NVR? The NVR is not related to whether the camera is online or not. \nCustomer: ok NVR has nothing to do with  getting online on to show on the app. Is that correct?\nCustomer: So I can basically unhook from the NVR and keep checking the app to see if it connects\nHuman Agent: Correct, whether the NVR is connected or not plugged in at all, it will not impact whether the camera can go online to where it would work from the app. And once a camera is getting a proper connection like that, you'd also be able to have it go through your NVR if you wanted. \nHuman Agent: We will be closing in 10 minutes at 6pm CT. I would be happy to continue to assist you until then, but the chat will close at that time. If you would like a callback, you may schedule one via the button below. If you would prefer an email follow up instead, please let me know and provide an email you would like me to reach out on tomorrow. \nCustomer: Thanks. I understand. I have copied the ebay address\nCustomer: No problem \nCustomer:  thanks\nHuman Agent: Okay. \nHuman Agent: We are currently unavailable for live chat support, but you can reach out to us via email support@zmodo.com. Our new hours of availability are:\n\n- Monday to Friday: 9am to 12pm and 1pm to 6 pm CST\n* Excluding Holidays\n\nYou may also contact the chat outside of our hours again to speak to our AI chatbot Mira who can assist with some troubleshooting. I've also sent a callback scheduling form where you can click the button in the chat in order to schedule a callback for a future date if you'd prefer.\n\nThank you for understanding."]
["Customer: Troubleshooting\nCustomer: How do I add my nvr to my mobile app\nCustomer: Need further assistance\nCustomer: How do I manually add nvr id on qr screen\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Here are the instructions to add an NVR to your account:\n\nPlug in the device to both power and the router, make sure your phone is connected to the same router as the NVR.\nOpen the App and confirm you are signed in with the account you want the device linked to.\nTap the plus sign (+) on the top right and select Legacy, then Smart Kit.\nTap the check mark to confirm the NVR is powered up, this will prompt the app to do a network search for the NVR.\nIf the app locates the NVR it will show you the option to select the NVR and Name it. The name goes on the same line as the Device ID, after entering a name you can adjust the time zone and enter a password for your device.\nLastly tap on the checkmark at the bottom to add the device."]
["Customer: Set up\nCustomer: How to get device removed from another person’s account\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device first to see what kind of account its bound to, can you send me the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid. \nCustomer: Its actually the dvr zmss7008d81tb\nHuman Agent: DVRs will also have an ID number, can you take a picture of the DVRs sticker then send that to me\nCustomer: D/static_file/684f83ca34_1_20250306143907.jpg\nHuman Agent: Jsut got the photo, One moment while I look up this device\nHuman Agent: I looked up the device and it is not currently bound to an account at all. Can you plug the NVR. It does look like this NVR is on an old firmware and does need an update, that can only be done once its added. Try Turning the NVR off, turn it back on then restart the app and try and add the device again.\nHuman Agent: Let me know if it still gives you the error that its tied to an account or not after you do that.\nCustomer: About \nHuman Agent: I sent 2 messages above before the automated one sent. Do you see those messages?\nCustomer: To try\nCustomer: Yes\nCustomer: I unplugged and it’s booting up now\nHuman Agent: Okay great, Let me know if you have any questions as you try to add the device again\nCustomer: I think I worked it is added thank you\nHuman Agent: That's great news. Now that its added be sure to update the NVR to ensure it will work properly in the app, as it is on the original firmware which is quite a few updates behind. \nHuman Agent: Any other questions before we go?"]
["Customer: Agent\nHuman Agent: How can I assist you?\nCustomer: Is there a way to get an NVR (its the box that all the cameras are plugged into) repaired. I was on-site and the power switch wasn't working properly and the device would not stay powdered on. It would be on.. then off but nothing consistent either way.\nHuman Agent: We would only be able to repair an NVR if it was still under warranty. Unfortunately, we have not made and sold the NVR systems for several years now, so it would not still be covered under a warranty."]
["Customer: My Zmodo disk drive is full.  Device offers reformatting of disk. However, system fails to reformat after numerous attempts.\nCustomer: reformatting disk?\nCustomer: representative?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You could try turning off the system, unplugging the hard drive, reconnecting it, restarting the system, then trying again. If it still will not format, the drive has likely gone bad at which point you would need to purchase a new hard drive made for this sort of system. If you let me know the ID of the system I can let you know what sort of drive you would need. \nCustomer: Hello.  I'll get the ID now. Please hold.\nHuman Agent: Okay, thank you. \nCustomer: Will the device work without the disk?\nHuman Agent: Yes, it just would not be able to record without it. \nCustomer: OK. Here's the ID ZMD14ABA1248712\nCustomer: The other number I found is ZM-SS700D8-500GB\nHuman Agent: Thanks. This system would use a 2.5\" drive. This is the best option I know of. https://www.amazon.com/WD-AV-25-TB-Hard-Drive/dp/B007PFQ23C\nCustomer: OK, thank you \nHuman Agent: No problem. Is there anything else I can help you with?"]
["Customer: Set up\nCustomer: I cannot see the NVR on my app any more.  It was working fine earlier.\nCustomer: Support phone number?\nHuman Agent: Could I have the device ID of the NVR you are working with? It should start with ZMD and should be on a white sticker on the NVR.\nCustomer: Zmd31kc64000156\nHuman Agent: Here are the instructions to add an NVR to your account:\n\nPlug in the device to both power and the router, make sure your phone is connected to the same router as the NVR.\nOpen the App and confirm you are signed in with the account you want the device linked to.\nTap the plus sign (+) on the top right and select Legacy, then Smart Kit.\nTap the check mark to confirm the NVR is powered up, this will prompt the app to do a network search for the NVR.\nIf the app locates the NVR it will show you the option to select the NVR and Name it. The name goes on the same line as the Device ID, after entering a name you can adjust the time zone and enter a password for your device.\nLastly tap on the checkmark at the bottom to add the device.\nCustomer: No smartkits were found"]
["Customer: Set up\nCustomer: I need to speak with a real person\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Hi I had to find a replacement for my ZP-NM28.  \nIt has arrived and I don't remember how to set it up. I have downloaded the app again and created a new account. From there I don't know how to get cameras online. \nCustomer: Zmd13h7e9000486\nHuman Agent: For the NVR itself you would only have to plug it into power then into the router for it itself to get internet and work, are the other cameras you have to go with this NVR wired or wireless?\nHuman Agent: You never have to make a new account, you can add and delete cameras/systems form the same account without creating multiple.\nCustomer: They are wire poe and terminate in a repeater then to NVR \nHuman Agent: Okay, and do you use a monitor or a mouse along with the system?\nCustomer: Yes \nHuman Agent: We will be closing at 6PM central time which is in 7 minutes. I can follow up via email if you prefer, I can send a call scheduler now for you to troubleshoot this issue over phone call or we can just chat until 6PM what would you like to do?\nCustomer: I would so appreciate a call. I am an electrician and have done many of your systems but of course mine is in need\nCustomer: 732-803-1415 \nHuman Agent: For calls I mentioend we have a sceduler that I would send you. I will send that now.\nHuman Agent: Let me know if you have any trouble submitting a callback or not. \nCustomer: Are times limited? \nHuman Agent: Yes we dont have live support 24/7"]
["Customer: Nvr stopped working\nCustomer: 1\nCustomer: Still not working\nCustomer: Nvr has stopped working\nCustomer: -1\nCustomer: Stopped recording then it just doesn’t power up \nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Neither\nCustomer: Nvr stopped working\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Nvr not working\nCustomer: Does not power up\nCustomer: It’s not a canera\nCustomer: Nvr\nCustomer: Nvr not working\nCustomer: Still does not power up\nCustomer: Still doesn’t power up\nCustomer: Customer support\nHuman Agent: Is the NVR plugged in to an extension cord or power strip? Or is it plugged in directly to a wall outlet? Are there any lights on the NVR system?\nCustomer: Only the power light comes on.  Nothing else does.  \nHuman Agent: Alright, do you have the NVR plugged in to a monitor or a television?\nCustomer: Monitor.  It shows no signal\nCustomer: Tv.  It also shows no signal\nCustomer: Hello?\nHuman Agent: Alright, and do the cameras plug in directly to your NVR or do you have a separate repeater?\nCustomer: They plug directly into the Nvr.  The service lights for them are not on. \nCustomer: Model is zm-ss7009b8-1tb\nHuman Agent: You can try unplugging the cameras from the NVR and plugging in just one camera at a time to see if there is a camera or a cable that may be creating a short in the system.\nCustomer: All cameras are unplugged.  Unit still does not power up\nHuman Agent: You can try removing the hard drive that is in the system. A failing hard drive can often start drawing extra power and cause problems with the system.\nCustomer: Actually model is zp nj18 s\nCustomer: I also did that.  Hard drive stopped working awhile ago.  Still doesn’t power up. \nHuman Agent: Then you can try using a different power adapter if you would like. The NVR uses a 19V4A power adapter. Otherwise it would be an issue with the NVR and there would be nothing to do to resolve an issue with the NVR itself.\nCustomer: I’m using the replacement you sent me awhile back.  \nHuman Agent: Do you mean a replacement NVR or power adapter?\nCustomer: Both\nHuman Agent: Alright, so a replacement NVR or power adapter could fail. So you can try using a different power adapter if you would like. The NVR uses a 19V4A power adapter. Otherwise it would be an issue with the NVR and there would be nothing to do to resolve an issue with the NVR itself.\nCustomer: You can replace it with one that works\nCustomer: Or fix this one\nHuman Agent: We would repair or replace an NVR that is covered under warranty. Unfortunately, the warranty would have expired on the NVR system at this point in time.\nCustomer: So what option are you offering? Upgrade?\nHuman Agent: We no longer make and sell the NVR systems, and have not for the last few years. You can try looking at third party sellers (Amazon, eBay, etc.) for Zmodo or Funlux NVR systems.\nCustomer: Will the cameras work with both?\nHuman Agent: Yes, the cameras will work with a Zmodo and Funlux sPoE NVR system."]
["Customer: Hard drive replacement\nHuman Agent: \nHello, you've reached customer care, my name is Kylie. I will need to look up the device, can you send me all the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid. \nCustomer: ZPNL18 drive\nHuman Agent: Okay, One moment\nCustomer: We have multiple camras however we cannot format the hard drive.\nCustomer: It shows format however after it is complete it still says not formatted and the LED'S SHOW RED INSTEAD OF GREEN\nHuman Agent: The HDD this NVR would take is a \"SATA 2.5\" physical Size and for size for storage it can handle up to 2TB, lower TB is fine it just wont support larger TB beyond 2\n\n\n\n\n\nCustomer: do you sell it? what is the part number\nHuman Agent: https://www.amazon.com/WD-AV-25-TB-Hard-Drive/dp/B007PFQ23C/ Here is a link to the Western Digital Purple HDDS that would be 2.5, we do not sell the HDDs, Not all HDD's re compatible with NVRs or DVRS, but Western Digital Purple HDD's are what we recommend using when a replacement for the HDD is warranted. \nCustomer: Thank You\nHuman Agent: Any of the other lines of Western Digital HDDS will not work though, (they have a western digital green, yellow, ect they are not the same as their Purple line, as theya re used for different electronics not NVRs/DVRs)\nHuman Agent: The link I sent you is compatible with your NVR and is the correct physical size you need as well. \nHuman Agent: Any other questions before we go?\nCustomer: no thanks\nHuman Agent: Okay, Have a wonderful day. Farewell"]
["Customer: I have a Funlux H 264 video recorder. Can I upgrade?\nCustomer: I cannot record the cameras are hard wired to the recorder can I get new recording device \nCustomer: How do I know if a new device is compatible?\nCustomer: What is the website \nHuman Agent: Hello, you've reached customer care, my name is Kylie. We dont make or sell NVRs or DVRs anymore. If you want another Zmodo or Funlux NVR you would have to look on third party websites.\nCustomer: I purchased the entire system through Amazon many years ago. Please help \nHuman Agent: None of our new cameras are compatible with NVRs or DVRs."]
["Customer: Hello I need help with my account\nCustomer: I need to delete my account\nCustomer: agent\nCustomer: agent\nCustomer: thank you\nCustomer: Kylie, I need your help on deleting my account, or the cameras on my account, we sold the house and the new owner is trying to access them or create a new account, but she is not able to do it because the system is register to my account.\nHuman Agent: Hello, you've reached customer care, my name is Kylie., do you have access to the account that the cameras are currently bound to?\nCustomer: yes I do\nCustomer: I was able to login\nCustomer: if you can let me know how to delete it so they can access them.\nHuman Agent: Okay, what you would want to do is remove each camera and the Hub, to do that you would click live, click the settings gear in the top right, click the three dots in the top right corner, then choose delete. If you have any trouble deleting them just let me know. \nCustomer: I am on setting now I only see the option reset password 2-factor  gyro control \nCustomer: I don't see the three dots\nCustomer: I found it sorry\nCustomer: im doing it now\nHuman Agent: Okay no problem"]
["Customer: Set up\nCustomer: how do connect my funlux ZP-NJ18-S\nto  my android\nCustomer: -1\nCustomer: the ZP-NJ18-S\nwill connect to my Samsung 22+ phone\nCustomer: I do not have a ZMD_SAP network\nCustomer: This unit does not have wifi\nCustomer: Since this unit ZP-NJ18-S\nonly has a enthernet cable to my network\nCustomer: how do i do that\nCustomer: agent\nCustomer: Agent\nCustomer: Agent\nHuman Agent: If you are trying to connect an NVR, you will plug it in to your router with an Ethernet cable. Then you will do the Smart Kit setup in the app.\nHuman Agent: Plug in the device to both power and the router, make sure your phone is connected to the same router as the NVR.\nOpen the App and confirm you are signed in with the account you want the device linked to.\nTap the plus sign (+) on the top right and select Legacy, then Smart Kit.\nTap the check mark to confirm the NVR is powered up, this will prompt the app to do a network search for the NVR.\nIf the app locates the NVR it will show you the option to select the NVR and Name it. The name goes on the same line as the Device ID, after entering a name you can adjust the time zone and enter a password for your device.\nLastly tap on the checkmark at the bottom to add the device.\nCustomer: I have a checkbox that is check and nothing is happening\n\nHuman Agent: Is there a Next button or a checkmark at the bottom of the screen?\nCustomer: no\nHuman Agent: What do you see on the screen?\nCustomer: I see the ID # 15PS73WS000D42A\n with a check beside it\nCustomer: Ther is also a bigger check mark at the bottom of the screen\nHuman Agent: Okay, so there is a checkmark at the bottom of the screen then?\nCustomer: What do we do next\nHuman Agent: You tap the checkmark at the bottom and continue to name the device and set it up.\nCustomer: All it would let me do is check the box and the screen has not moved\nHuman Agent: You said that there is a checkmark at the bottom of the screen, correct?\nCustomer: yes\nHuman Agent: Tap on that checkmark at the bottom of the screen.\nCustomer: Where do i put the name\nHuman Agent: If you tapped on the checkmark at the bottom and went to the next screen, you will tap where you see the Device ID and enter a name.\nCustomer: It is prompting me for a password\nHuman Agent: You just leave that blank.\nCustomer: no, I put the password by the key\nHuman Agent: You just leave the password blank.\nCustomer: I do not see a place for the name\nHuman Agent: Do you see the Device ID?\nCustomer: yes\nHuman Agent: What happens when you tap where you see the Device ID?\nCustomer: It says autofill\nHuman Agent: So, it sounds like it brought up your keyboard, so you would type in the name.\nCustomer: the key board is up\nHuman Agent: Then you will type in the name for the device.\nCustomer: I have the name in\nCustomer: It is still asking for a pasword\nHuman Agent: Just leave it blank.\nCustomer: Do you want me to hit DONE on the key board\nHuman Agent: If you cannot finish setting up the device, then that is likely because the button you need to tap is covered by your keyboard. So you will get rid of the keyboard so you can finish setting up the device.\nCustomer: I have a continue button now\nCustomer: I have  a Add wireless Camera Option and I don't have wireless camera\nHuman Agent: Just tap on Finish.\nCustomer: I have the Working on my phone now.  Can you help me setup the email option\nHuman Agent: What do you mean? Your account uses your email address to log in.\nCustomer: On my ZP-NJ18-S you have the option to email snapshot\n\nHuman Agent: That is no longer a supported feature. You will receive notifications on from the app on your phone or tablet.\nCustomer: Thank yo\nHuman Agent: You're welcome.\nCustomer: On my ZP-NJ18-S NVR How do I get my Motion alarm to notify me\n\nCustomer: Agent\nCustomer: agent\nHuman Agent: The app can send notifications to your phone when a camera detects motion and makes a motion event. You would want to make sure you have notifications turned on.\nCustomer: I am updating right now"]
["Customer: Troubleshooting\nCustomer: Doesn’t wanna do playback\nCustomer: -1\nCustomer: Set up\nCustomer: Set up\nCustomer: Speak with someone \nCustomer: Agent\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. The NVR is currently offline, what color are the 3 lights on the top of the unit? \n\nCustomer: Ok\nHuman Agent: Let me know if you see those lights \nCustomer: Not sure I’m at work\nCustomer: I know we switched internet servers and end up going back to our original services\nHuman Agent: Okay I recommend making sure the NVR is powered on and the ethernet cable is connected to the router and the NVR \nCustomer: All that should be yes it is connected \nCustomer: We can watch live but not playback \nHuman Agent: Okay we cannot troubleshoot further until your are at the location. The playback is a feature of the NVR. The NVR needs to be online for playback to work. \nHuman Agent: you*\nCustomer: It’s all connected tho. If that helps\nHuman Agent: Okay, the unit is still offline. Either the unit does not have internet, power, or the unit is dead. \nCustomer: Ok I’ll get back with you guys when I get home \nHuman Agent: Okay, I hope you have a great day!\nCustomer: You too!"]
["Customer: Troubleshooting\nCustomer: Live support\nCustomer: Need help add my NVR to the app\nCustomer: Adding\nHuman Agent: Hello, you've reached customer care, my name is Kylie, are you able to send me the NVRs Model and ID number? this should be on the NVRs sticker and the ID would start with ZMD, 14 or 15.\nCustomer: Live representative\nCustomer: Hello\nHuman Agent: I am a live rep I responded above, I said \"Hello, you've reached customer care, my name is Kylie, are you able to send me the NVRs Model and ID number? this should be on the NVRs sticker and the ID would start with ZMD, 14 or 15.\"\nCustomer: Yes\nHuman Agent: Okay\nCustomer: Xp-NC28-s is the model\nCustomer: ID is  15RR75AX000872U\nCustomer: D/static_file/9771aedf39_1_20250102150513.jpeg\nHuman Agent: I can add this NVR to the account for you, however I think  right now it is offline, to get it online you would plug the NVR into a rotuer with the ethernet cord and plug the NVR into power. \nHuman Agent: One moment while I add the NVR to the account for you. \nCustomer: Thanks\nHuman Agent: I added it to the account now.\nHuman Agent: Is there anything else I can assist you with today?\nCustomer: Let me check to see if it’s on the app now\nHuman Agent: Okay"]
["Customer: I reformatted my nvr and red light still on\nCustomer: -1\nCustomer: Live help\nCustomer: Ok\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Did the format confirm it was successful? \nCustomer: Yes\nHuman Agent: Go to the main menu on the bottom left, then select general settings followed by disk drive info. There you should see your hard drive. What do you have for the total and free space? \n\nCustomer: After I reformatted it just showed blank boxes \nHuman Agent: Okay please reboot the NVR then check if we have anything for total and free space. \nCustomer: Do I have to be connected to WiFi when I do this\nHuman Agent: No \nCustomer: Can you send me the directions to reformat I’ll try it again\nHuman Agent: Sure \nHuman Agent: Go to the main menu on the bottom left, then select general settings followed by disk drive info. There you should see your hard drive. Select the box next to the drive so its in blue then tap on format at the bottom. If it does not show a hard drive listed there you likely have a dead drive."]
["Human Agent: Need help adding nvr after upgrading the system\nHuman Agent: -1\nHuman Agent: Customer service \nHuman Agent: 1\nHuman Agent: Ok\nHuman Agent: Could I have the device ID of the NVR you are working with?  It should start with ZMD and should be on a white sticker on the bottom of the NVR.\nHuman Agent: I have it is a zamodo nvr \nHuman Agent: I understand. The NVR will have a Device ID on it.\nHuman Agent: I am mobile right now it has been on my system sd tem before homeplate \nHuman Agent: I have tried to do this on line via phone\nNo go.\nHuman Agent: Are you there with the NVR system right now?\nHuman Agent: No I am mobile on phone.\nHuman Agent: Account is BlueWaterBlackSands@gmail.com \nHuman Agent: Okay, well when you are with the NVR system you can try the Smart Kit setup in your app to connect it to your account. \n\nPlug in the device to both power and the router, make sure your phone is connected to the same router as the NVR.\nOpen the App and confirm you are signed in with the account you want the device linked to.\nTap the plus sign (+) on the top right and select Legacy, then Smart Kit.\nTap the check mark to confirm the NVR is powered up, this will prompt the app to do a network search for the NVR.\nIf the app locates the NVR it will show you the option to select the NVR and Name it. The name goes on the same line as the Device ID, after entering a name you can adjust the time zone and enter a password for your device.\nLastly tap on the checkmark at the bottom to add the device.\nHuman Agent: If that does not work, then you can give us the Device ID to look up the system and we can see why it may not be connecting with the Smart Kit setup.\nHuman Agent: Have done that don't work\nHuman Agent: Okay, then we would need the Device ID to look up the NVR to see why it may not be connecting.\nHuman Agent: I will call customer service \nHuman Agent: We do not have a phone number that you can call in to. If you would like, then you can tap on Schedule Call to make a callback appointment.\nHuman Agent: We do not have a phone number that you can call in to. If you would like, then you can tap on Schedule Call to make a callback appointment."]
["Customer: Set up\nCustomer: Can't get camera on\nCustomer: Yes\nCustomer: Not blinking \nCustomer: Not blinking \nCustomer: Can u call me \nCustomer: Setup\nCustomer: Camera not blinking \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Can u call me\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: Spoe 720p\nCustomer: Zp-18h15-51\nCustomer: ????\nCustomer: Need it on tonight \nCustomer: Hurricane approaching \nHuman Agent: Okay, that is an sPoE camera, so it would plug in directly to an NVR system. There would not be a blinking light in the camera.\nCustomer: Ok now what?\nCustomer: It's plugged in \nHuman Agent: You have not given me any information yet. Do you have the NVR connected to a monitor?\nCustomer: Yes\nCustomer: No monitor using app \nCustomer: ????\nHuman Agent: Are you using the Zsight app? The NVR on your account is a Legacy system on an older firmware, so it may only work on the Zsight app.\nCustomer: App says zmodo worked last time \nHuman Agent: However, the Zsight app and legacy systems are no longer supported, so if it does not work on your device, then you can still use the local settings by connecting the NVR to a monitor.\nCustomer: A couple months ago \nCustomer: Worked with zmodo app ???\nHuman Agent: The NVR will not work with the Zmodo app. It would only be compatible with the Zsight app. However, the Zsight app and legacy systems are no longer supported, so if it does not work on your device, then you can still use the local settings by connecting the NVR to a monitor.\nCustomer: I need to use it remotely like I did a month ago using app\nCustomer: Can someone call me now ?\nHuman Agent: I understand you want to use it remotely with the Zmodo app, unfortunately, it is not compatible with the Zmodo app.\nHuman Agent: No we cannot call you now. I can send you the invitation to schedule a callback again.\nCustomer: I will never buy zmodo again your support sucks \nCustomer: It worked less than a month ago 😂\nCustomer: I need help getting it on now not tomorrow \nCustomer: Won't be in this house tomorrow major hurricane coming \nHuman Agent: I am sorry that you are not happy with the support. Unfortunately, it has been a couple of years now since the Zmodo app was updated and was no longer compatible with the legacy systems. So your app may just have not been updated until a month ago.\nCustomer: That's why I want camera on to monitor my home \nCustomer: Your wrong I used it one month ago \nHuman Agent: That is for the NVR currently on your account. If you have a different NVR not on the tychase63@gmail.com account, then we could look at that and see if it would work with the Zmodo app.\nHuman Agent: I said your app may have just not been updated. It has been nearly two years since the Zmodo app was updated and not compatible with the legacy systems.\nCustomer: So basically u sell stuff then out date it so it's useless garbage wow\nCustomer: I will never recommend shit u sell to anyone \nHuman Agent: We have not sold those NVR systems for several years now, so it is an older system. Unfortunately it is not compatible with the Zmodo app. As I said, this is all for the NVR that is on your account. If you think you may have a different system that was working, you can give me the Device ID for the NVR system and we can take a look at that."]
["Customer: How can change the time? Right now showing daylight savings still\nCustomer: No, it’s not allowed me to change, that’s why I’m contacting you about \nCustomer: -1\nCustomer: I need call you, what’s phone number?\nCustomer: I need get help on change time\nCustomer: Not working \nCustomer: The time zone can’t be changed \nCustomer: -1\nCustomer: Care agent\nCustomer: Hi\nCustomer: I’m not be able to change daylight saving since now is spring time \nHuman Agent: The time and date on the cameras is controlled by the NVR. You will want to go to the Device Settings for the NVR and change the time on the NVR. Tap on the Settings button next to My Devices. Then tap on the NVR in the list of devices. Tap on the three dots in the top right corner of the Device Settings screen and then tap on Device Time Zone.\nCustomer: ??\nHuman Agent: Did you receive my message with instructions on changing the time zone?\nCustomer: I did. But not working \nCustomer: It’s gray color, I can’t change \nHuman Agent: What does it say for Device Name at the top of the settings screen when you are trying to change the time zone?\nCustomer: D/static_file/f703defcee_1_20250210110151.jpeg\nHuman Agent: Yes, that is because you are in the settings for a camera, and not the NVR. The NVR controls the time and date on the cameras.\nCustomer: I just can’t change it. Nothing tell me anything \nHuman Agent: You will want to go to the Device Settings for the NVR and change the time on the NVR. Tap on the Settings button next to My Devices. Then tap on the NVR in the list of devices. Tap on the three dots in the top right corner of the Device Settings screen and then tap on Device Time Zone.\nCustomer: I’m not at home, so I can’t change until can touch the NVR?\nHuman Agent: You would do it in the settings in your app.\nHuman Agent: Tap on the Settings button next to My Devices. Then tap on the NVR in the list of devices. Tap on the three dots in the top right corner of the Device Settings screen and then tap on Device Time Zone.\nCustomer: Let me try now\nCustomer: Yes. Can change now. So , I’m in TX, what time zoom should I choice?\nHuman Agent: Texas would be in the Central Time Zone.\nCustomer: -7:00 or -5:00? Current is -6:00\nCustomer: I’m in central zone. But the recoding time showing 12 o lock already \nCustomer: Now only 11am\nHuman Agent: You would want to choose Central time, which is -6. If the time on the cameras is desynced, then you can change the time zone to a different time zone and then change it back to resync it.\nCustomer: Ok. Thx for your help!\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Hello\nI have a zmodo zp-nl18\nCustomer: Whatbis the app?\nCustomer: I am in tbe web, where is for register th zp-nl18\nCustomer: I am in the web, i don't SEE an option\nCustomer: Smartz ease is the app?\nCustomer: My zp-nl18 is blinkin i'm blue light\nCustomer: How reset factory set\nCustomer: Can You check mi zp-nl18? To check that is free?  A friend gave to me \nHuman Agent: Hello, you've reached customer care, my name is Kylie. You cant troubleshoot or connect devices from the web app only from the mobile app. Are you able to send me the devices Model and ID number, this will be on the devices sticker and start with ZMD, 14, or 15 for the ID number. It will not say FCCID or have any dashes for the ID as well. \nCustomer: Zmd13gla1229704\nCustomer: Hello \nHuman Agent: yes im here, I will look up this device now.\nHuman Agent: I will also need the model\nCustomer: Zp-nl18 \nCustomer: 500gb\nHuman Agent: You have a Legacy NVR, Legacy devices are no longer supported within the app and can only be used locally, You use it you would connect a monitor and a mouse to the NVR to view and cotnrol the devices locally.\n\nCustomer: Do I need to connect it with an HDMI cable to a monitor to add the cameras? And will it still record/store video?\nCustomer: Yes\nCustomer: Do I need to connect it with an HDMI cable to a monitor to add the cameras? And will it still record/store video?\nCustomer: Hi\nHuman Agent: You would connect the NVR to a monitor, this can be a tv monitor or a computer monitor.\nCustomer: Ok\nCustomer: Will it still store video?\nHuman Agent: the NVR should have a hard drive in it, the 500GB is how big the hard drive is, with this being a used one though I would recommend you to check inside the NVR ton make sure its still there as the hard drive can be removed/replaced. \nCustomer: Gotcha, thanks!\nHuman Agent: there are screws typically on the bottom and sometiems also on the back holding the back case/plate on, once you remove that you would be able to see inside if the hard drive is there, it looks kind of like a silver cartrage \nCustomer: Quick question\nHuman Agent: you also will want to plug this NVR into your router so it gets internet and can communicate with the cameras, otherwise it wont be able to add them to it and record properly.\nCustomer: Ok\nCustomer: I connected it to my tv\nCustomer: But can only SEE 1 camera\nCustomer: And I have 4 connected cameras \nHuman Agent: Okay. This is a legacy device, we are unable to provide customer support in regard to legacy devices so you will have to troubleshoot the device on your own unfortunately reguarding that.\n\nCustomer: How can I remove the disk used space?\nHuman Agent: again, we are unable to provide customer support in regard to legacy devices, you will have to look up that info on your own unfortunately.\nHuman Agent: Are there any other questions that are not regarding this Legacy device that I can assist you with today before we close the chat?"]
["Customer: Where can I find Zviewer app?\nCustomer: Where can I find Zviewer app?\nCustomer: Zviewer \nHuman Agent: Hi my name is Wendy.  The Zviewer app is no longer supported.\nCustomer: How can I hook up my hard wire zomoda camrea?\nHuman Agent: What type of cameras do you have? \nHuman Agent: Do the cameras connect to a DVR or NVR?\nCustomer: Zomoda \nHuman Agent: Do the cameras connect to a DVR or NVR?\nCustomer: Dvr yes \nHuman Agent: Unfortunately the Zsight App and Legacy DVR/NVR units will no longer be receiving any further updates or optimizations and will remain in it's current state.\n\nBasic functionality will remain accessible by connecting the DVR/NVR directly to a monitor, but the Zsight app will no longer be updated.\n\nIf you would like to have the latest security features and remote access via our current app we would recommend you check out our current wifi devices at www.zmodo.com\n\nCustomer: I brought new phone and I have two 4 channel devices can't get access \nHuman Agent: What 4 channel devices do you have?  Could you please provide the device IDs on the devices you are needing help with?\nHuman Agent: the ID will be listed on a sticker on each device, they may start with ZMD or 1\nCustomer: Just had it had them rewired\nCustomer: Don't have id\nHuman Agent: There are no devices connected to email reggie5971@sbcglobal.net.  Could you please provide clear pictures of the devices you are needing help with?\nCustomer: Not at home\nHuman Agent: ok\nHuman Agent: you would want to contact us when you are on-site with the devices.\nCustomer: Is there a 8 channel hard wire dvr that i could buy that has remote access?\nHuman Agent: No.  We no longer sell wired / analog cameras or DVRs/NVRs.\nHuman Agent: We have a variety of indoor and outdoor wifi cameras available on Zmodo.com if you want to take a look at the newer cameras\nHuman Agent: The cameras currently available on Zmodo.com are wifi cameras.  \nHuman Agent: They need to be plugged into a wall outlet for power but connect to your 2.4GHz wifi router wirelessly\nCustomer: What is the range on wifi camera \nHuman Agent: How far the cameras can connect to a network can vary depending on the signal strength of the network at a given location so there isn't a set distance I can give you, you would need to test your signal strength. Other networks on the same or nearby channels, and the materials separating the router from the camera can play a role in the signal strength."]
["Customer: Troubleshooting\nCustomer: Hello. My cameras are not loading on my phone\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like your NVR and cameras are all offline. Are they both plugged into your router via ethernet and also plugged into power?\nHuman Agent: Well, the cameras into a sPoE repeater which would be plugged into the router and power, I mean. \nCustomer: Yes they are\nHuman Agent: Okay, do they seem to be powering on? You should be able to see port lights and other lights on the NVR itself. \nCustomer: Are they showing online now?\nHuman Agent: Yes, all except back yard."]
["Customer: I’m having trouble adding a new camera to my nvr. Looks like it’s add but I don’t get a picture \nHuman Agent: Hi my name is Wendy\nHuman Agent: ZMD19G4IH407981 Mail Box Front Drive is this the camera?\nHuman Agent: This type of camera is not compatible with NVRs.  It works with just the app\nCustomer: What camera do I need and how do I buy it\nHuman Agent: https://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7/ref=sr_1_3?crid=37DUGBRLQQ6W9&dib=eyJ2IjoiMSJ9.O74-TIBtLG-hXSfQyknoJgJUWGhNBgekrIgcx7DloTnJBwloyYI6Rh2CjPLwWXiiYGPVsgiJqBeUNKvaTczW5sN8wIqJG_b0V0K6bB9Q597gCXNl45tGREOnGq1jM7h51X5gldq3eQcKSWEuA_LswK_v7xfub2sjHJtsSf_7Uk-3rXdLElBUESQaDJe9k2IAQLgKeC0nYLSsPel68Jrffqgx2mc0WlRSUSMg9ieIPgw.fPGWN__7hmQ_e19B_vJwe93OjzJCYvAtFMa69qdW-3c&dib_tag=se&keywords=sho+wifi+camera&qid=1741383181&sprefix=sho+wifi+camera%2Caps%2C89&sr=8-3\nHuman Agent: This 2-pack of SHO 1080p wifi camera would be compatible with your NVR\nHuman Agent: You can either copy / paste the link or type \"SHO wifi camera\" into Amazon's search bar.\nHuman Agent: The NVR you have on your account is 8 channel, you can connect up to (8) total cameras to this NVR.\nCustomer: K thanks. Will try\nHuman Agent: You're welcome\nCustomer: Can you tell me how to get new power supplies for my cameras. The squirrels are eating them"]
["Customer: Message showing on screen disk not found \nCustomer: We need technical support \nCustomer: D/static_file/7acd027622_1_20241212143839.jpg\nCustomer: Hello?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. It sounds like something may be going on with the hard drive int he unit, there are a few things we can first try to see if that resolve the issue, if it does not then you may have to replace the hard drive inside. \nCustomer: Ok\nCustomer: So what is the next step\nHuman Agent: First I would like to try resetting the NVR system, for that you will first unplug it from the router, then on the back there is a small pinhole, you will insert a paperclip or small pin and hold it until the screen reacts and goes dark, once that  occurs take out the pin and wait for it to boot up then plug it back into the router and see if the HDD is shown in the settings or not.\nHuman Agent: If it is still not showing after that then please let me know. \nCustomer: Still not working \nHuman Agent: Okay, When you go into the settings to the HDD area what does it show can you take a picture of how it looks from the monitor for me?\nCustomer: The mouse is also not working. We’ve tried multiple mice. \nHuman Agent: Okay, Next thing we can try is to have you Unplug the HDD form the unit, then boot the unit up and see if it responds and shows no HDD and if the mouse functions as it should or not. For this you would unplug the unit form power, unscrew the bottom and possibly back screws if it does not release, then inside you will see the HDD, it will have wires plugging into the motherboard those are the ones you would unplug, Once unplugged you can then plug the unit back into power and see how it responds on the monitor. \nHuman Agent: while its plugged in though don't touch the inside."]
["Customer: Troubleshooting\nCustomer: How can use a used NVR I bought longtime from someone?\nCustomer: I tried , but it still linked to that person account..\nCustomer: Can it be reset so I can use it?\nCustomer: I know , I am saying about the NVR????\nCustomer: I bought a NVR from someone but it is still linked to that person account…\nCustomer: How can I reset it so I can use my own account?\nCustomer: How can I remove that person account on the NVR?\nCustomer: Not the can but the nvr\nCustomer: Yes the nvr\nCustomer: Can I talk to someone???\nCustomer: Not virtual machine \nCustomer: I need help factory reset a NVR locked to someone account\nCustomer: How to contact the manufacturer?\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  For unbind a device from another account we will have to go through the unbind process for that process I will first need to look up the device to see what kind of account it is bound to. \nCustomer: ZMODO NVR can you help me \nHuman Agent: I will need the ID number on the bottom of the NVR and the NVRs Model, the ID will start with ZMD\nCustomer: It is a ZMODO ZMODO-ss7008d8\nHuman Agent: That is not the full Model that I can look up , Can you perhaps try taking a picture of the NVRs sticker then send that photo to me in the chat?\nCustomer: Zmd13hda1235383\nCustomer: D/static_file/0c3b12cfec_1_20241209173537.jpg\nHuman Agent: Okay, let me review the photo here and see if I can look up this device, one moment while I work on this.\nHuman Agent: This device is currently not bound to any account.\nHuman Agent: Have you tried to add it to your account at all?\nCustomer: I try several times it says I bound to someone account.\nCustomer: D/static_file/9f8c9ee506_1_20241209174011.jpg\nCustomer: Yes \nHuman Agent: Odd, perhaps the previous owners removed the device from their account, try to add it again while you are with me and let me know if it still does not let you add it or not. \nCustomer: Ok\nHuman Agent: Okay\nCustomer: I did,  I didn’t say the same…. While I tried to beam ….\nCustomer: It let me add the NVR  now \nHuman Agent: Okay, great!\nHuman Agent: is there anything else I can assist you with today?\nCustomer: One question\nCustomer: Why my ZMODO cam won’t let me hear no audio….\nHuman Agent: What is the Model of the camera? it may be that the cameras do not support audio due to them not having a Microphone and speaker, with the Model I can check into that for you to know if that's the reason or not though. \nHuman Agent: We will be closing at 6PM central time which is in 10 minutes.  I can send you the call scheduler or I can also follow up via email if you prefer, what would you like to do? I can continue to assist you until 6 PM CT Via chat,"]
["Customer: cotact support\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: i have two systems one in the barn which is a 4 system whcih can display 8 chaneel via the phone app. My 4 channel hardware zp-ne14-s died so I go a replacemt. Everything works expect I cant see the 4 chaneel on the montorir\nCustomer: I hooked up the montor in the barn and I can see all 8 chennels\nHuman Agent: let me make sure I understand, You have an 8 Channel system in the barn, that when you connect to a monitor you can see all 8 cameras?\nCustomer: So I know the monitor is good and the system is working with the camera because I can see them on the app and on the monitor in the barn harward  Thanks again\nCustomer: yes that is correct via the ip address\nHuman Agent: Where are you unable to see the cameras then if you are able to see the 8CH's 8 cameras on the Monitor and the app?\nCustomer: Yes on the barn hardware via vga cable and phone app can see all 8\nCustomer: so the 4 cambera system in the house can set up everything via the monitor but cant see the video cameras\nHuman Agent: so for your 4CH system are you also wanting to view the barn cameras as well?\nHuman Agent: or is it that you can see other cameras on the 4CH system in the house but not from the app?\nCustomer: I cant do that. I found that out last time. I just want to see the camera in the house\nCustomer: if I want to play back from the house I cant do that at all\nCustomer: not sure if it is any setting that I missed\nHuman Agent: so for your 4CH system it has to be connected to the same router as the 8CH system to be able to pick up the barn cameras, if it is not there wouldn't be a way for it to pick up the cameras and add them to itself. \nHuman Agent: if you are wanting the 4CH system to pick up the House cameras it would need to be on the same network as those cameras and would need plugged directly into that router instead. \nCustomer: correct.. But if off line I still should be able to see the camera in the house harward\nCustomer: monitor\nCustomer: the only other thing i can do is disconnet the hard drive to see if it works. but it make no sence\nHuman Agent: That is unfortunate, if the wired cameras are not showing Hardwired on the monitor then we are unable to give support to figure out the issue. We are no longer able to give support for the Wired DVRs and NVRs in that regard.  \nCustomer: thanks\nHuman Agent: No problem, is there anything else I can assist you with today?"]
["Customer: Troubleshooting\nCustomer: Why can I now longer see recorded movement on my camera under events?\nCustomer: I have not changed my subscription plan why can I no longer see those 10 seconds?\nCustomer: That's what I am doing contacting customer service \nCustomer: Ok\nHuman Agent: There is not a subscription on your cameras. What do you see when you tap on Events?\nCustomer: Just a black screen\nCustomer: I use to see clips it recorded about 10 seconds each\nCustomer: It recorded movement \nHuman Agent: You just see a black screen on the app when you tap on Events at the bottom? You do not see a list of motion alerts?\nCustomer: No I don't not\nHuman Agent: Does it say Events at the top?\nCustomer: Yes\nCustomer: It says no content\nCustomer: And the screen is black\nCustomer: D/static_file/a6d07df682_1_20250124114220.jpg\nHuman Agent: Okay, so the black screen part is probably just dark mode on your phone then. But no content is what I was asking about. \nHuman Agent: Can you go back to the Home tab and tap on Live for the cameras?\nHuman Agent: Does it show a time and date on the live video?\nCustomer: Yes it shows me live video\nCustomer: Yes it does \nHuman Agent: What is the time and date that it shows on the cameras?\nCustomer: D/static_file/22ec171220_1_20250124114524.jpg\nCustomer: 1/24/25 @ 12:45\nHuman Agent: Thank you. I can try to sync and restart the cameras. Are you there with the cameras right now?\nCustomer: Yes I am but I don't have the password to the box to login. I can only access it from my phone.\nHuman Agent: That is fine. I was asking because you can go to a camera after it reboots and reconnects to try to create a motion event. You will want to give it a couple of minutes, then close the app and move in front of one of the cameras.\nCustomer: 👍 \nHuman Agent: As far as the password to the NVR, you can reset the NVR with the pinhole reset on the back if you want to log in to the NVR.\nCustomer: O ok idk that my husband knows the password and he normally does all that he just is working so.\nHuman Agent: It looks like the cameras are offline. Can you unplug the NVR and plug it back in? That should restart the cameras and the NVR.\nCustomer: Ok I did \nHuman Agent: Do you see any lights on the NVR?\nCustomer: They still aren't coming back on\nCustomer: Yes yellow in the back\nHuman Agent: Because the NVR is offline, which means it is not getting internet access.\nHuman Agent: What yellow light do you see in the back?\nCustomer: D/static_file/52cdd2f279_1_20250124115703.jpg\nHuman Agent: Those are the link lights for the cameras. Are the lights flashing? Or are they steady?\nHuman Agent: Do you have the NVR plugged in to a monitor or television?\nCustomer: Flashing\nCustomer: Television but I don't know where the mouse is to control it\nHuman Agent: Okay, what do you see on the television?\nCustomer: The only thing I can see is the roku screen. I'm not sure where the TV remove is to change the input\nCustomer: We have a toddler who messes with everything \nHuman Agent: Okay, is the ethernet cable between the NVR and the router still fully connected on both ends?\n\nCustomer: Yes\nHuman Agent: Okay, would it be possible to unplug the NVR, remove the top cover, then unplug the cables going into the hard drive? After that, plug the system back in while leaving the hard drive disconnected for now. \nCustomer: I'm trying to scan the TV to connect it back to the internet will that make a difference?\nCustomer: Or is that a waste of time\nHuman Agent: I'm unsure what you mean by scanning the tv to connect it back to internet. \nCustomer: The TV is how I see the cameras other than my phone?\nHuman Agent: You can view locally when it is connected to a tv or monitor, but the tv would not need to be connected to internet and generally for the NVR to have internet access, it should generally only need to be connected to a router with internet access via ethernet cable. \nCustomer: Ok\nHuman Agent: For now once you're ready, would it be possible to unplug the NVR, remove the top cover, then unplug the cables going into the hard drive? After that, plug the system back in while leaving the hard drive disconnected for now\nCustomer: Ok it's going take me a bit\nHuman Agent: Okay. \nCustomer: I have to unscrew it and I'm 38 weeks pregnant lol \nHuman Agent: Okay, the chat stays active for 7 minutes from the last message. \nCustomer: Ok\nCustomer: I can't get it uncrewed\nCustomer: I'm still trying\nHuman Agent: Okay, our main options we could try are that, checking current network settings on the system if you were able to log in (resetting via the pinhole would reset the password as well), or in general we could try resetting it to see if that makes any difference here as well. \nCustomer: I don't have a mouse to run it\nCustomer: Or a remote to the TV to put it on the channel to see the cameras lol \nHuman Agent: Okay, then our options would be trying it with no hard drive or reset it and see if there is any change then. \nCustomer: I got the screws out but can't get the top off\nHuman Agent: It slides back slightly, then lifts off. \nCustomer: I guess I'll have to wait for my husband to be home to fix it. I thought this would be an easy thing and it's not so far lol\nHuman Agent: Okay, I apologize that it's been a bit complicated. Currently the system is not coming online which is odd. Hard drives when they start to go bad can start drawing more power than they're supposed to which can result in issues like this and would also explain the no recordings. But to directly test that, we'd need to see if things come back online once the hard drive is no longer connected. \nHuman Agent: Is there anything else I can assist you with for now though?\nCustomer: Ok I will have him disconnect it when he gets home. Like I said I'm 38 weeks pregnant I can stay where it is very long and is difficult to get too\nCustomer: I plugged it back up so maybe it will start working who know\nHuman Agent: That's understandable. The NVR is showing online again now, though the cameras are still offline. \nCustomer: How long do the chat lines stay open for?\nHuman Agent: Chat stays active for 7 minutes from the last message. \nCustomer: No like could he chat with someone tonight at 6 or 7 pm?\nHuman Agent: Oh, I apologize, I misunderstood. We have an AI bot 24/7, but agents are available only Mon-Fri 9am-6pm CT excluding 12pm-1pm as agents are on lunch at that time."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Hi, I need help please\nCustomer: I have my nvr and cameras and don’t know how to continue\nCustomer: Model ZP-NJ1-S\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new system or one that was previously set up before?\nCustomer: I literally need you to tell me from step 1\nCustomer: I am trying to connect them for the first time and I don’t know what to do\nHuman Agent:  its important for the setup itself for me to know if this is this a new system or one that was previously set up before.\nCustomer: Is there assistance for set up?"]
["Customer: Set up\nCustomer: Why does my system keep resetting to midnight on January 1st 2000?\nHuman Agent: If the unit is resetting to that thats normally an indication that there is an issue internally causing it. When this happens there is not a way to fix it so to resolve it you would sadly have to get a new system.\n\nCustomer: Ok thank you\nHuman Agent: No problem have a good day."]
["Customer: Set up\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: Hello i am setting up my camera on new wifi 2 of them connected but the other 2 are not\nCustomer: One of them conn\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/0674b6a150_1_20241023143244.jpg\nCustomer: And the other one is \nHuman Agent: That camera is showing online and on your account already.\nCustomer: ZMD13D968264413\nHuman Agent: That second camera is showing offline right now. Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: It is not showing on the TV and. It doesn’t show when i open all 4 of them\nCustomer: The zmd sap wifi name doesn’t show up \nHuman Agent: Okay, that is a different issue from setting up the camera with the Zink setup.\nHuman Agent: Which camera do you want to start with?\nCustomer: And this one blinks green and then it’ll be solid blue. It looks like it’s been connected, but it’s not connecting.\nCustomer: I did connect it through zink\nCustomer: Let’s start with the second one since i have it plugged in \nCustomer: And itvis solid blue\nCustomer: D/static_file/8f79d9364a_1_20241023143640.jpg\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nHuman Agent: Thank you. That camera is online and connected to a Wi-Fi network. You will want to try to add it to your account with a LAN Search in the app.\nCustomer: I can’t find the zmd sap wifi name\nCustomer: This is my issue \nHuman Agent: You will not find it. Did you get the LAN Search instructions that I sent?\nCustomer: Ok i added it but now how do i connect them on the tv with other ones?\nHuman Agent: The issue there is that the NVR does not see the cameras. Do you still have the old Wi-Fi network? Or do you only have your new router?\nCustomer: New one only\nCustomer: D/static_file/cc252d1a09_1_20241023144148.png\nHuman Agent: Okay, and do you have any Wi-Fi extenders or a mesh network?\nCustomer: Also when i pull up all 4 only 2 works and those are the 2 shows on the tv\nCustomer: No\nHuman Agent: I understand the issue. We need to get the NVR to see the cameras.\nCustomer: The zmodo device connected directly to the router by Ethernet cable \nHuman Agent: Okay, so there could be a few causes here. Do you have a mouse connected to the NVR system?\nCustomer: Yes\nHuman Agent: Can you click on the Main Menu button at the bottom left corner of the task bar. Then click on Device Management. Then you should see a list of the channels and the devices in those channels.\nHuman Agent: There will be device information if there is a camera in the channel. Do you have all four channels filled in? Or is it just two?\nCustomer: D/static_file/9dce0c02a8_1_20241023144459.jpg\nCustomer: Just the 2\nHuman Agent: The picture you sent shows four devices in the channels. So all four channels are full.\nHuman Agent: You need to delete Channel 1 and Channel 4. I do not know why you have Device IDs typed in to those, but that is not going to find a camera.\nCustomer: Is that are for cameras, but three shows online anyone shows\nCustomer: Ok\nCustomer: Ok good it’s connected \nCustomer: Ok theyre all connected now thanks \nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Hi my box stopped recording\nCustomer:  Now im trying to icloud record\nCustomer: But its only saying 2 cameras\nCustomer: 8 cameras show\nCustomer: Agent\nCustomer: Agent\nCustomer: Agent\nCustomer: All my camera was coming up separately in app instead of in the box \nCustomer: So ideleted them now i cant see iclous on other 6\nCustomer: I just see them live\nCustomer: My box stopped recording\nCustomer: So im trying icloud\nCustomer: How do i put them back as seprate devices\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  Can you send me the NVR or DVRs model and ID number for me to look up more info. \nCustomer: Ok let me look on app\nHuman Agent: it will be on the devices sticker located on the bottom. The ID will start with a ZMD, 14, or 15\nCustomer: 150W73GM500F46W\nHuman Agent: Okay I found the device, Do you use a monitor and a mouse with this NVR at all?\nCustomer: Hello\nCustomer: No i dont have moniter\nHuman Agent: Okay, To check the NVR directly and troubleshoot with it to see if we can get it to record the cameras you will need a monitor and a mouse attached to it to access the NVRs settings. \nCustomer: Ok what about the camera separate on \nCustomer: Devices\nCustomer: Only 2 show separate now i want to put the other 6\nHuman Agent: for that we would have to look up the devices, I would need the cameras Model and ID numbers to look them up individually. This will be on the cameras sticker, the ID will start with ZMD.\nCustomer: What other boxes work with the system maybe i will buy a new one\nHuman Agent: We stopped making NVRs in 2018 so we do not make or sell them anymore. The NVR you send me the Model for is a 8CH wired NVR so if you want another one you would search for either Zmodo or Funlux SPOE NVR to find options on third party sites. \nCustomer: Ok when are u coming out with new cameras and systems?\nHuman Agent: We will not make NVRs or DVRs anymore, we stopped in 2018.\nHuman Agent: We have newer wireless cameras for indoors and outdoors, they are not compatible with NVRs though. They are listed on our website.\nCustomer: Cloud they use?\nHuman Agent: Yes the new cameras can use Cloud service, its optional.\nCustomer: The need to be powered?\nHuman Agent: Yes they do require power.\nCustomer:  Ok thanks\nHuman Agent: No problem. Have a great night. \nCustomer: How do i show all 8\nCustomer: To put cloud on others\nCustomer: Only 2 showing up outside the dvr first class"]
["Customer: I need to know how to reset the password to my DVR   No one can remember it and this morning when I came in it is just a screen with squares no Camera showing\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the DVR , can you send me all the cameras ID number and model. The ID will start with ZMD,GSG,14, or 15, it will not have any dashes in it and it will not be the fccid if you see the fccid I wont need that number.  \nCustomer: Hold on it is small and I cant see that well\nHuman Agent: Okay\nCustomer: Okay   Lot NO W0150612934  Model ZP-NK16-S  ID 1SNQS8QF001211Y\nHuman Agent: Looks like the ID might be missing a character or perhaps has a typo, would you perhaps be able tot ry taking a photo of the Bottom of the DVR then send that for me to review?\nCustomer: Yes sorry I had 4 phone calls come in\nCustomer: 1SNQS8QF001211Y\nCustomer: I can send a pic of it if needed\nCustomer: what"]
["Customer: Agent\nHuman Agent: Hello, you've reached customer care, My name is kylie, was there more questions you needed assistance with that we did not already go over in our previous chat? \nCustomer: Was just hoping to find someone competent. If this is the same rep, don’t need anything else\nHuman Agent: Nope, you will only get me if you contact through chat support. \nHuman Agent: Have a great day once again.\nCustomer: Wow. Hope you have the same luck I do. \nHuman Agent: Thank you!"]
["Customer: Agent\nCustomer: Hi\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: My app shows channel 1-2-3-4. How can I replace channel 5 with channel 3 ? So that channel 5 will replace channel 3 ?\nCustomer: D/static_file/3fb872f95f_1_20250109132118.jpg\nCustomer: Channel 3 is empty\nCustomer: How can i put channel 5 into channel 3 ?\nHuman Agent: What you would do is write down the IP of channel 3 and channel 5, Delete them from the list then click on the spot you want a specific camera to be and then click device scratch, using the IPs you wrote down will allow you to tell them apart which one is which then you can select the one you want for both spots easily.\nCustomer: D/static_file/b32194eb10_1_20250109132345.jpg\nCustomer: I select channel 3 - add device manually and enter ip of channel 5 ?\nHuman Agent: so you would remember that IP of channel 5, delete channel 5 first, then click channel 3 and click search for device and find that IP on the list and add it there.\nHuman Agent: you wont enter the IP it will just be shown in the device list section\nHuman Agent: it only shows after you delete it from the list typically."]
["Customer: Troubleshooting\nCustomer: Contact Zmodo\nCustomer: There is no number to call it just says to use the live app\nCustomer: Hi I need to get in touch with somebody in support my cameras are all blank in the app and I am not sure what’s wrong \nHuman Agent: The cameras on your account are showing offline. There are a few potential causes for that. Are you there with the cameras right now?\nCustomer: Yes I am \nHuman Agent: Alright, do your cameras plug in to your NVR directly? Or do they plug in to a separate repeater for power and internet connection?\nCustomer: Separate I have two boxes \nHuman Agent: Do you see any lights on the repeater?\nCustomer: Let me know what I need to do or if you want I can give you my number and you can call me?\nHuman Agent: Do you see any lights on the repeater?\nCustomer: The power light is on \nHuman Agent: You can tap on Schedule Call to make a callback appointment if you would like.\nHuman Agent: Do you see any lights on the ports where the cameras plug in to the repeater?\nCustomer: I did that not sure if they will call my phone \nCustomer: Let me check k \nHuman Agent: If you scheduled a callback, then we will give you a call during your scheduled appointment time.\nCustomer: There is one light where all the cameras are plugged in on each plug and it is orange \nHuman Agent: Okay, so there are orange lights on each ethernet port? Not just a single light? Are the lights blinking or steady?\nCustomer: I think I might have found it \nCustomer: The Ethernet cord coming out of the box was not plugged in \nCustomer: I just plugged it back in and rebooted the system \nHuman Agent: Alright, when it powers back on check the cameras and let me know if you can see them?\nCustomer: Yup I think that was it \nCustomer: They look to be back online\nCustomer: Can you see them now. I can see them on my screen \nHuman Agent: I cannot see the video from your cameras. It looks like they are online. But the important part is if you can see them. If you can see the video from the cameras, then that means that they are online.\nCustomer: Yes I can see them again and they seem to be working \nCustomer: Thank you for your help. \nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Red light on mvr\nCustomer: Red light on nvr\nCustomer: Steady red light on nvr\nCustomer: NVR showing red light \nCustomer: Agent \nCustomer: Yes\nCustomer: My nvr has a red light\nCustomer: If I report it it goes green then red\nCustomer: Nvr has power\nCustomer: Is this an agent \nCustomer: Agent \nCustomer: Yes\nCustomer: 1\nHuman Agent: If the three lights on top of the NVR are solid red, then that indicates an issue with the hard drive. Do you have the NVR connected to a monitor and a mouse?\nCustomer: No I don’t have a monitor \nHuman Agent: You will want to connect the NVR to a monitor and a mouse to check the hard drive. You may just need to format the hard drive, but if that does not work, then you will want to replace the hard drive.\nCustomer: How can I format the nvr without a monitor I just have a pc\nHuman Agent: You cannot. That is why I said you would want to connect the NVR to a monitor.\nCustomer: Would resetting it help \nHuman Agent: You can try, but it would not likely help with the hard drive. If you do reset it, then you will want to disconnect the Ethernet cable from the NVR first so you do not reset the cameras.\nHuman Agent: Does your computer have a monitor that you can use? Or you can connect it to a television.\nCustomer: I’ll try to get one thanks for the help. I’ll get back to you then\nHuman Agent: You're welcome.\nCustomer: Bye\nHuman Agent: Have a good day."]
["Customer: Troubleshooting\nCustomer: I have a Zmodo system and it is not connected anymore and I need some tech-support\nCustomer: -1\nCustomer: I need to speak to customer service. My Zmodo cameras have no lights and I need support to get it back up and running\nHuman Agent: It looks like you have an NVR system on your account. Do you have the NVR plugged in to a monitor?\nCustomer: Hello\nCustomer: No I just use the app on my phone\nHuman Agent: Alright, do you see any lights on the NVR?\nCustomer: Yes, there is one blinking rapidly and it is the power button it looks like there is one more spot for a HDD light but nothing else is on\nHuman Agent: Alright, are there any lights on the Ethernet ports in the back? The cameras should plug in to the NVR and the NVR will also connect to the router through an Ethernet cable.\nCustomer: so there is a power box there that plugs into the main system and the wall outlet and then there are a bunch of cords coming out which connects to each individual camera and they are all connected\nHuman Agent: Okay, so you have a separate repeater that the cameras plug in to? So you have two systems, the NVR and the repeater, correct?\nCustomer: But there are no other lights anywhere\nHuman Agent: Sorry, I am just trying to confirm because it may explain the issue. Do you have just the NVR system and the cameras plug in to it? Or do you have the NVR and a separate repeater that the cameras plug in to?\nCustomer: There is one box that the cameras plug into\nHuman Agent: Is that the NVR system? Or is a separate device?\nCustomer: I have no idea.  I didn’t install the system I guess all I can say is it looks like a dvr player\n\nCustomer: DVD player\nHuman Agent: Is it the same box as your NVR? Or is it a different box?\nCustomer: What is a nvr \nHuman Agent: The Network Video Recorder. You said that there was a power light on it and a spot for the HDD light.\nHuman Agent: Could I have the Model for the system that the cameras are plugged in to? It will be on a sticker on the bottom of the device.\nCustomer: So-Nj18 – S\nCustomer: Zp-nj18-s\nHuman Agent: Okay, and that is what your cameras are plugged in to? There are 8 Ethernet ports for the cameras on the back of that box?\nCustomer: Yes\nHuman Agent: Perfect. Are there any lights on the Ethernet ports where the cameras plug in?\nCustomer: No\nHuman Agent: Okay, and how about the port that goes to your router? Is there an Ethernet cable plugged in to that port?\nCustomer: Yes\nHuman Agent: Alright, and are there any lights on that port?\nCustomer: No\nHuman Agent: Have you changed your router or your internet provider since you had the cameras working?\nCustomer: No, it is the same, although our Internet has been on and off lately but the cameras would always come back on when the Internet came on, but now there are no lights in the cameras. It’s like they don’t have power.\nHuman Agent: Okay, then you may want to try using a different Ethernet cable.\nCustomer: Ok. I will try that and get back to you\nHuman Agent: It will also help to plug the NVR in to a monitor so that you can see if the NVR shows on the monitor and can check the settings.\nCustomer: Ok"]
["Customer: Set up\nCustomer: I've changed modems for my Internet and now I can't get my NPR connected to the internet. \nCustomer: All three green lights are on the top of the device\nCustomer: I need the set up steps\nCustomer: It's not a camera, it's the NPR. \nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie. can you send me the NVR's Model and ID number I will lookup info on it. the ID will start with ZMD or GSG on the sticker\nCustomer: I can't get the ZMD_SAP network to pop up\nHuman Agent: That wont pop up for the NVR, NVRs are a wired device and to get internet on it you would plug the NVR into the router with an ethernet cord.\nCustomer: Model: ZP-NL18\nCustomer: ID: ZMD14ABA1249689\nCustomer: Okay and then what do because I can't get it to connect and show the live feed\nHuman Agent: NVRs are a wired device and to get internet on it you would plug the NVR into the router with an ethernet cord. Have you plugged it into your router with an ethernet cord at all?\nCustomer: It is connected to the internet by an Ethernet cord from the modem \nHuman Agent: You would not want it plugged into the Modem, Only the back of the router. \nCustomer: I sent a message but it didn't send apparently \nCustomer: I have DSL internet, so I have a phone cord coming out of the wall connected to my modem/router. Then I have an Ethernet cord in Ethernet Port 1 that runs to my NPR net port."]
["Customer: Why my NVR don't show record video \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. To be clear, if you hit playback on your NVR in the app, there is no video available there currently?"]
["Customer: I have an older system, hardwired in 4 cameras with a base/hardrive. Some of the cameras IR seem to be failing and I know the cameras are not sold anymore but is there one that is compatible I could replace them with? \nHuman Agent: It looks like you have a 720p NVR system on your account. You could try looking for Zmodo or Funlux 720p Wi-Fi cameras, but you would have to look at sellers like Amazon, eBay, etc. as we do not sell 720p cameras any longer."]
["Customer: Hi Iam having trouble..looking footage with my phone through the app\nCustomer: Had this system for quite a while first time This happens \nHuman Agent: Hi my name is Wendy.  Can you playback the footage you are looking for directly on the NVR? \nCustomer: Could you send me a photo of the new app..see if is the right One..\nHuman Agent: Hi my name is Wendy.  Can you playback the footage you are looking for directly on the NVR? \nCustomer: Not home now\nHuman Agent: okay.  What happens when you try to playback on the Zmodo app?\nCustomer: Footage not available at this time\nHuman Agent: Does it say cloud footage? or local playback footage?\nHuman Agent: D/static_file/d4eea47275_1_20250205141209.jpg\nHuman Agent: Is there a SD card in the upper right corner? or a cloud icon?\nCustomer: Actually it say footage not available during this period \nHuman Agent: Could you please provide a screenshot of how you are trying to playback on the app?\nHuman Agent: You can view the live feed from the camera? just can't playback?\n\nAre you having the same issue playing back other cameras?"]
["Customer: Troubleshooting\nCustomer: I would like help with trouble shoooting\nCustomer: I can not see cameras on my monitor \nCustomer: None of those work\nCustomer: Can I talk to a human?\nCustomer: How long?\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  When you say Monitor do you mean a computer with a monitor connected or do you have an NVR or a DVR connected to a monitor?\nCustomer: Monitor connected to Zmodo. \nCustomer: Let me see. \nCustomer: I sadly don’t really have an answer to that question. It used to work, stopped etc..\nCustomer: We have a white ZModo white box\nHuman Agent: okay, Can you take a picture of the sticker on the bottom of the \"zmodo\" device your talking about and send that to me in the chat here. That will allow me to look up the device we are working with to see if its an NVR or a DVR. \nCustomer: Yes\nCustomer: It’s DVR 1 second. \nCustomer: I actually can’t. My phone has been buggy as of recently. What i see is “ZP-NJ8-S”\nHuman Agent: Okay. Let me look up that Model, one moment\nHuman Agent: Nothing came up in the system for that Model, do you see an SKU number there at all?\nCustomer: I do, one moment. \nCustomer: ZMD13BL59204341\nCustomer: Should be correct. \nHuman Agent: Okay let me try and look up that ID number you sent.\nHuman Agent: This device that you have here is not a DVR, it is a wired NVR. Specifically though it is a Legacy device, and due to it being a legacy device we are unable to provide customer support for those and they are not compatible with our app, you will have to troubleshoot this device on your own. \nHuman Agent: Legacy devices are DVRs and some of our early wired NVR units. \nCustomer: I understand. \nCustomer: The issue is that it’s not pulling up on the monitor. Even looking through channels. / IPs of cameras. \nCustomer: Also not recording anything but is recording “motion” \nHuman Agent: Okay, sadly any troubleshooting for the unit itself I cannot help with, this is a legacy device as I said before. \nCustomer: I have been here?\nCustomer: I just haven’t gotten a response from care agent. \nHuman Agent: I did respond it seems you cannot see it, I said \"Okay, sadly any troubleshooting for the unit itself I cannot help with, this is a legacy device as I said before.\"\nCustomer: I will contact later. \nHuman Agent: If you contact again regarding this unit we will still be unable to assist you. \nCustomer: Even if the issue is via IP? And recording?\nCustomer: That is the issue and more \nHuman Agent: Yes, we cannot provide any customer care support  of any kind for this legacy unit, as I have stated before we no longer provide support for those units. \nCustomer: Ok thank you\nHuman Agent: You will have to troubleshoot any issue for this unit yourself on your own. \nHuman Agent: Have a good day."]
["Customer: Troubleshooting\nCustomer: Hello I am trying to figure out why 1 of my camera will no longer me to play it back on my nvr \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Which camera are you referring to?\nCustomer: Driveway 1\nHuman Agent: Okay, as far as I can see, it looks like that device is not connected to the NVR. Do you have the NVR connected to a monitor and a mouse?\n\nCustomer: Yes but I am not at home at this time \nHuman Agent: Okay, when home it would be good to check the device management page to see if the slots are possibly filled with offline devices. If so, you can delete those out, make sure the auto add option on that page is on, and see if the device adds back in. If it doesn't, do you have it on a guest network, secondary router, or extender at all?\nCustomer: Ok thanks \nHuman Agent: No problem. Do you know for now if you have it on any of those things I mentioned?"]
["Customer: I  need to replace a repeater is a BS-0001 I  don't see where to buy it on the site \nCustomer: None are available on Amazon \nCustomer: its not available on amazon\nCustomer: what website\nCustomer: agent\nCustomer: agent\nHuman Agent: We have 4 Channel repeaters available for purchase here https://www.ebay.com/itm/375286206306?itmmeta=01HQXP2BEMQV0GDRFPDTNVHBYK&hash=item5760cd0f62:g:-gcAAOSwCrRl4h5O"]
["Customer: Hello I have a very old Funlux system and I was curious how to look at footage?\nCustomer: Is there any way to get a phone call?\nHuman Agent: Could I have the Model or Device ID of your system?\nCustomer: Need help with old system\nHuman Agent: Yes, could I have the Model or Device ID for your system?"]
["Customer: Hello\nCustomer: Why do I keep getting virus threats on my Zmodo NVR\nHuman Agent: Hi my name is Wendy.  You see a virus threat on a monitor connected to the NVR?"]
["Customer: Troubleshooting\nCustomer: representative\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: My NVR is flashing Green. I powered it off and back on. Same Thing. Please help. I'm unable to see my zmodo cameras. Thanks\nCustomer: Power light is flashing green\nHuman Agent: Okay, let me look up your account, is the NVR plugged directly into the rotuer thatpushes out the wifi that the cameras are connected to or are you using a switch for the ethernet cord, or a wifi extender for the cameras?\nCustomer: Yes, NVR IS plugged directly into the router. I also rebooted the router.\nHuman Agent: Okay, are all the cameras plugged directly into the NVR or do you use a repeater at all?\nCustomer: Not using a repeater. All the cameras are plugged directly into the NVR. \nCustomer: Been working like a charm for 3+ years.\nHuman Agent: alright, lets see if we can try resetting the NVR, first you would unpplug it from the rotuer, then on the back  of the NVR shoudl be a small pinhole, you would incert a pin or paperclip into it for 30 sseconds tot rigger it to reset, then after that you can plug it back into the router again. If this does not work the only other option you would have is to try changing out the ethernet cord and also try plugging the ethernet cord into a different port on the router.\nCustomer: Unfortunately, I'm not on site today. It's 3 hours away but I'll be there early next week. What happens when you reset the NVR? Do I then have to reset/scan and setup all the cameras again?\nCustomer: yes I am\nHuman Agent: No, as long as you unplug the NVR from the rotuer first ebfore the reset then it should not remove the cameras from the account, If it does at all you can contact us and we can assist you with adding them back again. \nCustomer: Also, please tell me what was the purpose of the repeater?  \nHuman Agent: Not all of our NVRs have the ability for you to plug the cameras into them to get power and internet, a NVR repeater is used instead and gives the cameras power and internet. \nHuman Agent: as logn as the NVR repeater, and the NVR are plugged into the router then they communicate and the NVR will add the cameras to itself so it can record the cameras. \nCustomer: Was the repeater buiit into the box with the HDD for recording? I really like the zmodo and it's been quite reliable l. I'm looking on amazon and ebay as the system I have and the N-channel in zmodo all say out of stock. If I have to replace it, I don't want to spend alot of money.\nHuman Agent: no, the NVR repeaters are there own separate unit, they are not built into an NVR. \nCustomer: OK. Thanks so much. So, there is no way to call tech support via phone anymore?\nHuman Agent: the repeaters do not have the HDD, that's why when customers have an NVR without the ability to plug wired cameras into it, using the NVR repeaters is the only way to get wired cameras to work with those kind of NVRs. \nHuman Agent: We do not have inbound calling, but we do have outbound calling that can be done via schedule. You can always request an agent in chat then request a phone call for us to send a call scheduler into the chat if you want support over the phone. \nCustomer: Got it.. Thanks alot\nHuman Agent: no problem. Have a great day\nCustomer: You as well!"]
["Customer: I come across an old zamoto model number CM - She won 13Q6B. K. What is the proper voltage for power for it? And the proper setup for it\nCustomer: Model .CM-C113Q6BK\nCustomer: Set up\nCustomer: What is the proper voltage for this camera?Four power\nCustomer: Troubleshooting\nCustomer: Is the camera?I gave you the model number for a fibot or twelve volt\nCustomer: Representative\nCustomer: I have a zmodo bullet outdoors camera. But I don't have a manual can I get the proper voltage for camera and setup guide \nHuman Agent: If that is the model of the camera, then it is likely a DVR camera. So you would need a DVR system to connect it to in order to view it. \nHuman Agent: It would take 12 V for the power and it would plug in to a DVR system to view it.\nCustomer: I know from experience that you can still hook these up and running through a tv so you can sea hoots at your door i'm simply asking for what the proper voltage for the camera is so I don't put the wrong power to it.I'm not buying a d.B r for a thirteen dollar camera\nHuman Agent: To view it on your television, you would connect a DVR system to your television. The camera does not connect directly to your television.\nCustomer: What is the proper power to hook up to the camera\nHuman Agent: The camera requires a 12V power adapter.\nCustomer: Twelve volt, and how much mha or twelve bolt, one and a half amp\nCustomer: If it's just twelve volt, hook up, that's fine\nHuman Agent: 12V 1500mA power adapter should work. You can power the camera with that, but you would need a recording system to connect the camera to in order to see the video from the camera.\nCustomer: I fiction, repair home electronics.\nThere's a million ways to hook cameras up without a dvr. Especially when it comes to as old of a camera as this one is, I appreciate your help endure time\nHuman Agent: You're welcome."]
["Customer: Hello\nCustomer: I wanna install 8 ch nvr \nCustomer: I need to connect nvr with vamra\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Hello \nCustomer: Need help connecting my nvr \nCustomer: Can I speak with customer \nCustomer: Set up\nCustomer: Set up\nCustomer: Can I speak with agent\nCustomer: Hello Grant o\nCustomer: I have new 8 ch nvr I want to connect with camra \nCustomer: Ok \nHuman Agent: You would just need to connect the NVR to the same local network as the cameras are connected to. The NVR will connect to the network with an Ethernet cable.\nCustomer: Hello"]
["Customer: Set up\nCustomer: trying to setup a viwere on mobile device for dvr model zmd-dd-san8\nCustomer: where can I find the app for this dvr\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The Legacy DVRs are not supported in our app, you would only be able to view them locally not form any of our apps.\nCustomer: I can view on apple phone but not on android\nHuman Agent: We are not able to give customer care support for DVR units If you need to troubleshoot anything for it you will have to do so on your own, they are no longer supported in our app."]
["Customer: Channels\nCustomer: Troubleshooting\nCustomer: Channel switching\nCustomer: Agent\nCustomer: I\nCustomer: Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I can't see my other 3 channels on the zmodo app\nCustomer: ?\nCustomer: Agent\nHuman Agent: The NVR you have is not supported in the app, you are able to use it locally but would not be able to use it in the app\nCustomer: So I can only see the one channel through the app?\nHuman Agent: Yes, you have a legacy system and due to this it does not populate the cameras properly in the app. \nCustomer: Is there an upgrade i can get? \nHuman Agent: Unfortunately no, there's no way to upgrade your current NVR\nHuman Agent: we no longer make NVRs, we stopped in 2018.\nCustomer: What about dvr?\nHuman Agent: Same for DVRs as well, we stopped in 2018\nCustomer: Ok, thank you\nHuman Agent: thank you as well. Have a great day"]
["Customer: Live agent, please\nCustomer: Hi Grant, can you please tell me if I can use other wireless cameras to record on my Zmodo NVR or do they have to all be Zmodo cameras?\nHuman Agent: It would need to be a Zmodo camera or a partner company's camera. So Zmodo, Funlux, meShare, or SHO."]
["Customer: My wired cameras won’t show on this app are they too old \nCustomer: The picture of the dvr shows but there is no live button to see anything \nHuman Agent: Hello, my name is Grant. The Cloud DVR on your account would not be compatible with the Smartz Eaze app. You can try using the Zsight app. However, the Zsight app and legacy systems like your Cloud DVR are no longer supported.\nHuman Agent: So if it is not compatible with your device, then you can still view the cameras locally by plugging the DVR in to a monitor."]
["Customer: I have a DVR and 4 Zosi cameras that have been working for a long time with the ZMODO app on my phone. I have a monitor in the house that shows the cameras but now I cant get the app to bring them up on my phone. When I do the set it is saying ZMD-SAP IS NOT CONNECTED. I have done all the trouble shooting I have been told to do  by your support team. Please help\nCustomer: The ZMD-SAP does not come up on my phone\nHuman Agent: Hello, my name is Grant. The ZMD_SAP is to setup Wi-Fi cameras, it would not be to setup a DVR. Could I have the Model of your DVR?\nCustomer: ZMD-DX-SAN8\nHuman Agent: Alright, that is a Cloud DVR system. The Cloud DVR systems would only be compatible with the Zsight app. So you would want to see if you can download the Zsight app on your mobile device. However, the Zsight app and legacy systems are no longer supported, so if it does not work on your device, then you can still use the local settings by connecting the DVR to a monitor.\nCustomer: I also purchased a new ZOSI 1AR-08ZM-10-US dvr new. Is that the same issue\nHuman Agent: If you are using a ZOSI DVR, then that would not be compatible with the Zsight app. You would likely need to use whatever app ZOSI instructs you to use for that.\nCustomer: Ok thanks\nHuman Agent: You're welcome.\nCustomer: It still wont connect even usin the qr code way\nHuman Agent: What app are you using?\nCustomer: I have downloaded the Zsight app and tried it\nHuman Agent: Okay, and what setup options do you have when you tap on the plus sign in the top right corner?\nCustomer: there is the qr code zink smart home legacy and I have tried them all\nHuman Agent: Okay, that is not the Zsight app. It sounds like you may have searched for Zsight, but downloaded a different app.\nCustomer: My phone is an android and when I go to the app store it brings up zmodo smart eaze funlux\nHuman Agent: Okay, yes. The app is no longer on the Google Play Store. So if you are not able to use the Zsight app, then you can still use the local settings by connecting the NVR to a monitor.\nHuman Agent: Sorry, the DVR, not NVR.\nCustomer: I already have it hooked to a monitor and they are working. I want to be able to use on my phone again. It worked for a long time on my phone\nHuman Agent: The system would only be compatible with the Zsight app. However, the Zsight app and legacy systems are no longer supported. So if you are not able to use the app, then unfortunately, you would not be able to view it remotely and you would use the system locally on a monitor.\nCustomer: So do I need to get another dvr to be able to access my cameras on my phone again\nHuman Agent: That DVR would only work remotely with the Zsight app. So if you do not have the Zsight app or it is not working with your Zsight app, then there would not be a way to view that DVR system remotely.\nCustomer: I have an old iphone that has the zsight app on it now. When I push the add button I have ezlink smartlink scan qr code search for lan\nHuman Agent: You can tap on Scan QR Code and try to scan the QR Code on the bottom of the DVR.\nCustomer: Yes\nHuman Agent: Do you have any other questions?\nCustomer: I am using Android when i am not home. Do I need to upgrade the dvr so I can see my cameras when I am not home\nHuman Agent: There would not be a way to view the DVR on your phone without the Zsight app.\nCustomer: I understand that but I still want to get back to viewing the cameras away from home\nHuman Agent: I understand. There is not another way to view that DVR remotely.\nCustomer: ok\nCustomer: I dont understand why it wont connect anymore. I have been able to see my cameras on my phone for years and now I cant\nHuman Agent: The app is no longer supported. So it may not be compatible with the phone any longer. Or there may be a bug that is causing an issue after an update on the phone.\nCustomer: Ok  Thanks\nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: Can I set up the NVR using this method?\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: I need to setup my NVR and also reconnect my cameras due to changing companies\nHuman Agent: Could I have the device ID of the NVR you are working with?  It should start with ZMD and should be on a white sticker on the NVR.\nCustomer: ZMD13FCA1001425\nHuman Agent: Here are the instructions to add an NVR to your account:\n\nPlug in the device to both power and the router, make sure your phone is connected to the same router as the NVR.\nOpen the App and confirm you are signed in with the account you want the device linked to.\nTap the plus sign (+) on the top right and select Legacy, then Smart Kit.\nTap the check mark to confirm the NVR is powered up, this will prompt the app to do a network search for the NVR.\nIf the app locates the NVR it will show you the option to select the NVR and Name it. The name goes on the same line as the Device ID, after entering a name you can adjust the time zone and enter a password for your device.\nLastly tap on the checkmark at the bottom to add the device.\nCustomer: How do I reconnect my cameras \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I have to change the password for the WiFi and my husband deleted the cameras son need to set them up again \nCustomer: ZMD13FCDB002347\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: So I have to take down all of my cameras to reconnect?\nHuman Agent: If you can setup the camera where it is located, then you can try that. Otherwise, you can bring the camera down and set it up and then put it back where you want it located.\nCustomer: Well it’s snowing here so I don’t think I’ll be standing on a ladder to do so haha"]
["Customer: how do I get to the setting screen on the monitor? I can veiw all cameras but can't get to settings\nCustomer: is that where I will get to the play back?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the system you're trying to view on? The ID should be listed on the bottom and begins with 14, 15, or ZMD. \nCustomer: I had the system installed approx 7 years ago and was told that video records to an internal hard drive\nHuman Agent: What is the ID of the system you're trying to view on? The ID should be listed on the bottom and begins with 14, 15, or ZMD. \nCustomer: 1 second and i'll get it\nHuman Agent: Okay, thank you. \nCustomer: 1403-0014624 I think this is what you want\nHuman Agent: There would not be any dashes in the ID. \nCustomer: I have a model number if that would help also\nHuman Agent: Sure. \nCustomer: GE0651DA-1932\nHuman Agent: That doesn't seem to be a valid model. Are you able to send a picture of the stickers on the bottom of the system?\nCustomer: 14KJ330D509924U I think this is ID number\nCustomer: had to tak a picture\nCustomer: yes I can send picture\nHuman Agent: That does look like it is it, but it's not showing up in our system. There is either a typo or it has never been connected to the internet. The picture should help, thank you. \nCustomer: It's connected to our wifi but not sure if thats what you mean\nCustomer: i'm getting picture now\nHuman Agent: Our NVRs cannot use wifi, it would be connected via an ethernet cable. \n\nOkay, thank you. \nCustomer: still trying to send. 1 more second\nHuman Agent: Okay. \nCustomer: D/static_file/aadc1c5a20_1_20241209141738.png\nCustomer: sorry, i'm not real tech savvy \nHuman Agent: Thank you and no problem. Looks like the issue was an 0 in place of an O I believe. I think it is 14KJ33OD509924U. So with this system, do you have a mouse plugged in currently?\nCustomer: yes\nCustomer: It's in the basement so I will copy your instructions so i don't keep you waiting while i run up & down. i appreciate your help\nCustomer: I can view the cameras, I've tried right clicking, double clicking, I am not able to get to the setting screen\nHuman Agent: Okay, if you have not yet logged in, you would need to do that. You can try clicking to see if a log in page or first time set up option comes up. If the mouse will not move at all, please make sure you're using a basic wired mouse. From there once you are signed in, if you hover along the bottom of the screen with the mouse, it will have a bar pop up with various options. The bottom left option is the main menu for settings and then over on the right side along the bottom will be a film strip icon to access playback. From there it'll have you select which channel, the date (dates with footage will be highlighted), and can then view the footage. If you have not checked it since it was first set up though, it's very possible the hard drive itself may have gone bad in that time. \nCustomer: ok, I'll give that a try. Thanks again for your help\nHuman Agent: No problem, if you need more help, feel free to let us know. \nCustomer: ok, thanks"]
["Customer: I need help changing the password on my dvr,you sent me to someone that said they were referring back to the files but never ever got back to me\nCustomer: I'm still here I'm trying to find it\nCustomer: I'm trying to get in to my dvr but you have to have the password to get in\nCustomer: Troubleshooting\nCustomer: Agent\nCustomer: Agent\nCustomer: That's what the last person said that never got back to me\nHuman Agent: Hello, you've reached customer care, my name is Kylie. What is the Model and ID number of the device? I will look it up This will be on the devices sticker."]
["Customer: Troubleshooting\nCustomer: I recently got a NVR and when I hooked my cameras up to it the date and time stamp are wrong. I tried fixing in my app but it doesn't work how do I fix it \nCustomer: I have done this but nothing works\nCustomer: NVR time and date \nCustomer: Buy a repeater\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  For the NVRs time and date you would connect a monitor and a mouse, once you log into the unit you can go to the menu to general settings to time and date."]
["Customer: hello\nCustomer: I need to save video to a jump drive. Can I do that on my computer from the cloud or do I have to do it from the smart kit equipment\nCustomer: I'm not seeing download\nCustomer: This would be a desktop computer\nCustomer: I'm using a desktop computer.\nCustomer: I'm using the zmodo web app\nCustomer: hello\nHuman Agent: Hellom can you send me the devices ID numebr and Model so I can look it up to tell you further instructions \nHuman Agent: the ID numebr will start with ZMD, 14, 15, or GSG\nCustomer: where do I find that? If it is on the camera it is outside and too high for me to see. Is it in our account?\nHuman Agent: No this cannot be found in the app for you you would have to look at the bottom or back of the devices on the sticker for this ID number.\nHuman Agent: I do not see any devices bound to this account you are contacting from created with the email michelle@pmctax.com, is this your only account or do you have multiple?\nCustomer: I think it is in the phone app. I show zmd33c9df224105\nHuman Agent: Okay, I was able to find the device. If you want to save footage from the computer for the caemras you would go to the device list, click on the specific camera then on the bottom select the time if the clip is from the same day with the mouse then tap on the sizzor icon, if the footage is from a prior day you would click the callender at the bottom first then select the day and repeat the first steps where you click the time then click the sissor icon\nHuman Agent: For the web app when you save clips it saves to the computers folder files, once its there you can do as you would with any file and incert your USb into the comptuer and drag the files over.\nHuman Agent: We will be closing in 7 minutes as we close at 6PM central time. Would you like for me to follow up via email or would you prefer to scedule a call to continue troubleshooting this issue?\nCustomer: Well, I only have 7 days storage so I need to save back to the 7th for the whole days. Apparently something was stolen and I'm not sure the time or date.\nHuman Agent: If you need to review footage from before the 7 days its very possible that your NVR you have on the accoutn still has footage and you can try to review back further for those cameras with it. With cloud service it only has a window of 7 days becasue of the plan you have and it overwrites that video it itself stores onto our servers to make room for more but with your local device that has its own harddrive it may still have that footage as it typically wont overwrite footage until 30 days.\nHuman Agent: The web app does nto support NVR playback viewing you would have to click playback from the app and save the footage or view that footage locally on the NVR with a monitor and mouse\nHuman Agent: It saddly is 6PM so I will haev to end the chat but I will send you an email to follow up to michelle@pmctax.com Have a great day."]
["Customer: I have an NVR should I be able to view playback?\nCustomer: I don't need the cloud. I have an n NVR, I still can't view my NVR footage without a plan?\nCustomer: How do I speak with an agent on the phone?\nCustomer: Will I be able to view playback on my T V from my NVR and mouse?\nCustomer: Just not on my mobile phone with the app?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see what cameras you currently have to check if they are compatible with NVRs, One moment.\nCustomer: Thank you!\nHuman Agent: The cameras on your account right now are compatible with the NVR also tied to this account, You can use a Monitor and a Mouse with the NVR itself, it has ports in the back for that so you can also review the live video and the playback locally that way if needed.\nHuman Agent: Are you having trouble with the playback at all or did you only need to know if you could also do the playback locally like you can remotely from the app?\nCustomer: But the app on my phone will not view playback? I used to be able to.\nHuman Agent: To view playback on the app you would click playback on the \"online NVR\" then select the camera from the top. Can you try that for me then take a screenshot of how it appears then send me that screenshot?\nCustomer: Yes\nHuman Agent: Okay.\nCustomer: D/static_file/4d2b890958_1_20250204163559.jpg\nCustomer: D/static_file/6c2a7eba91_1_20250204163641.jpg\nCustomer: I only have free cameras at this point in time, but it's not showing playback availability on any of them.\nCustomer: 3 caneras\nHuman Agent: Okay, I would like to have you try checking the Hard drive on the NVR directly with a monitor and a mouse to see if perhaps it is full or if its showing up properly. Are you able to connect the NVR to a monitor and a mouse right now in order to check the hard drive?\nCustomer: I will not be home for about another thirty minutes"]
["Customer: Troubleshooting\nCustomer: I do not know \nCustomer: My dvr is not showing my camera \nCustomer: I continue to experience the same issue \nCustomer: Agent \nHuman Agent: Which camera are you having trouble with?\nCustomer: The two front. Show up on my phone but not the dvr\nCustomer: Grant can you call me to discuss?\nHuman Agent: It is probably because there are different cameras already assigned to your NVR. You would need to clear the channels on your NVR to have available channels to assign the cameras to the NVR.\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: I did thank you very much.\nHuman Agent: You're welcome."]
["Customer: I need help\nCustomer: One of my devices is showing up on the nvr but not on my app??\nCustomer: It won’t let me and for some reason its name is the same as another\nCustomer: Yes, please \nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are needing help with?\nHuman Agent: the device ID will be on a sticker on the camera and will start with ZMD or GSG\nCustomer: D/static_file/881773c413_1_20241210152608.jpg\nHuman Agent: This type of camera connects directly to your NVR. You do not see this camera on the NVR?\nCustomer: Yes but not individually like the others\nHuman Agent: If you tap on the NVR on the app that this camera is connected to you should be able to view the camera that way.\nCustomer: Yes but not playback on the nvr which makes no sense \nHuman Agent: It looks like most of the cameras on your account are wifi cameras, wifi cameras will show on the app individually\nHuman Agent: Do you have other sPoE cameras connected to that same NVR?\nCustomer: D/static_file/0377bab1d3_1_20241210153012.png\nCustomer: D/static_file/d79a0b4f0a_1_20241210153032.png\nHuman Agent: driveway, back west side, and porch cameras are newer sPoE cameras so they will show up individually but the other sPoE cameras that connect to this same NVR , you can playback footage from them? Just not the ZP-IBH15-S camera?\nCustomer: If I click on that bottom right can which is missing it says it’s porch which is wrong that’s the top left\nHuman Agent: if you go to device management does it list the ZP-IBH15-S camera?\nCustomer: On the nvr?\nHuman Agent: yes\nCustomer: D/static_file/ff4f29c575_1_20241210153346.jpg\nHuman Agent: The mac address for the  ZP-IBH15-S camera may be listed on the side of the camera\nCustomer: It says there are 4 wires devices but as you seen it’s not on the app individually like the other 3\nCustomer: D/static_file/2980c528d4_1_20241210153537.jpg\nHuman Agent: Looks like it shows online on the NVR.  04 5C 06 96 AA 5B - Can you view the live feed from the camera on the NVR? and playback footage?\nCustomer: Only view it from the nvr \nHuman Agent: you can view the live feed but can't playback footage from this camera.  You can playback footage from the other sPoE cameras connected to the NVR?\nCustomer: Correct \nHuman Agent: You can playback footage from the other sPOE cameras directly from the NVR? or is it when playing back on the app?\nCustomer: You can’t playback on the app without it being listed individually like the other 3 in the pic I sent you\nCustomer: It’s weird \nCustomer: I tried deleting it and reinstalling as I’ve had this system for many years. \nHuman Agent: The 3 other sPoE cameras on your account look to be 3rd generation the \tZP-IBH15-S camera is most likely 2nd generation \nCustomer: That could be as I had to change the cord due to the male/female configuration being different \nHuman Agent: Have you previously been able to playback footage from the ZP-IBH15-S camera on the app?\nCustomer: No, it’s a replacement as I can’t find the cameras I have and Kylie from ZMODO said these were compatible \nCustomer: D/static_file/5d4bb5ddf2_1_20241210154740.jpeg\nCustomer: That’s the one I’m replacing and the other 3 wired are the same\nHuman Agent: okay one moment please \nCustomer: Ty\nHuman Agent: It looks like Kylie recommended purchasing some SHO wifi cameras.\nHuman Agent: Is that what you were talking about?\nCustomer: Yes\nHuman Agent: Did you purchase the SHO wifi cameras?\nCustomer: Yes \nHuman Agent: Okay that isn't the 2nd gen sPoE camera we were previously talking about\nHuman Agent: Are you wanting help getting the SHO cameras setup?\nCustomer: D/static_file/884732b668_1_20241210155945.jpg\nHuman Agent: This picture is of a Zmodo 2nd gen sPoE camera.  This isn't a 1080p SHO WiFi camera\nCustomer: That’s the camera in working on as it is Ethernet power and the SHO cameras I bought are Wi-Fi and have to have power \nHuman Agent: What are the device IDs on the SHO cameras?\nCustomer: D/static_file/6d469af6b7_1_20241210160152.jpg\nCustomer: I’m probably sending them back as I have several extra Wi-Fi cameras \nHuman Agent: oh okay\nCustomer: I got the 2nd gen from ZMODO and those Kylie sent me a link to Amazon \nHuman Agent: How did she send you the link? did she email you?\n\n\nCustomer: It’s weird that bits there on the app if I click on nvr but when I click on the camera it says it’s Porch which is missing already have \nHuman Agent: I only see the link to the SHO cameras from the last chat you had with her\nCustomer: No she must’ve typed it in\nCustomer: I might have a screen shot \nHuman Agent: I went through the whole chat and only see the SHO cameras that she mentioned.  A screenshot would be great!\nHuman Agent: I see a picture of the 2nd gen camera though in the previous chat so is it possible you purchased that before talking to our chat reps?\nHuman Agent: If you are wanting to purchase a replacement sPoE wired camera the best place to try and locate one is on eBay.  You would want to search for a 3rd generation Zmodo sPoE camera.\nHuman Agent: D/static_file/75d3e39c1a_1_20241210160811.png\nCustomer: I get the Wi-Fi cams they are the same as the ZMODOs I have. \nHuman Agent: okay. not all Zmodo wifi cameras are compatible with NVRs though.  The SHO cameras would be compatible with your NVR\nHuman Agent: Back eastside, garage, front eastside, front westside, backyard -these cameras can be viewed from the same Zmodo app account but wouldn't be compatible with your NVR\nCustomer: Ahh… so I can view the SHO from the nvr on the screen with the wired cameras??\nCustomer: Im catching on\nHuman Agent: Correct.  the SHO 1080p wifi cameras\nCustomer: I have a indoor ZMODO Wi-Fi cam that did show on the nvr but after I switched from spectrum to AT&T I lost it\nHuman Agent: Which one?  what is the device ID on the camera?\nHuman Agent: The ID will be on a sticker on the camera and start with ZMD or GSG\nCustomer: So is the setup the same as my other Wi-Fi cams I have now?\nHuman Agent: SHO wifi cameras most likely use QR code setup -there should be a quick guide inside the box to double check\nCustomer: Okay, I can handle that and will keep those… if that’s the case I’ll start swapping them out too. \nHuman Agent: Okay\nCustomer: How about the back room camera? It’s the one that used to be on the nvr but I lost\nCustomer: Is that something you can check\nHuman Agent: what is the device ID on the camera? The ID will be on a sticker on the camera and start with ZMD or GSG\nCustomer: D/static_file/fcd132530d_1_20241210161657.jpg\nHuman Agent: ZMD17G8IG905948  thanks.  One moment\nHuman Agent: Yes ZMD17G8IG905948   should be compatible with your NVR\nHuman Agent: Is it listed on the device management screen?\nHuman Agent: scroll down a little to see the other cameras currently connected to the NVR\nCustomer: There’s only 4\nHuman Agent: tap on the down arrow\nCustomer: Duh\nHuman Agent: If it isn't listed on the NVR you can tap on \"search for devices\" to see if the NVR will find it\nCustomer: D/static_file/69fbb5169b_1_20241210162056.jpg\nCustomer: If it’s on of them it’s not “online”\nHuman Agent: The offline cameras if they are not connected to the NVR anymore you can delete them then tap on \"search for devices\" to see if the NVR will find the back room camera\nCustomer: Gotcha \nCustomer: Doesn’t look like it\nHuman Agent: Is back room camera setup to the same router that the NVR is plugged into?\nCustomer: D/static_file/60e4002992_1_20241210162430.jpeg\nCustomer: D/static_file/708cb305fd_1_20241210162430.png\nHuman Agent: Is back room camera setup to the same router that the NVR is plugged into?\nCustomer: Yes. It has to be to be live on the app doesn’t it?\nHuman Agent: back room camera shows online -do you have more than 1 router at the location?\nHuman Agent: or is the back room camera possibly setup to a wifi extender or wifi booster instead of directly on the router?\nHuman Agent: The NVR and camera need to be on the same network to communicate with each other\nCustomer: The nvr is plug into a Wi-Fi extender and as far as I can tell they are both on our AT&T \nHuman Agent: is the camera connected to that same wifi extender?\nHuman Agent: you could check by unplugging the extender that the NVR is connected to.  If the indicator light on the camera stays solid blue it is connected to something else\nCustomer: Stayed blue and the nvr stopped \nHuman Agent: okay so they won't communicate if they are setup to different networks\nCustomer: I only have one unless the extender is considered a different one??\nCustomer: Idk\nCustomer: I’m just techie enough to be dangerous! lol \nHuman Agent: Can you plug the NVR into your main router instead of connecting it to a extender?\nHuman Agent: Its possible the camera is connected to your main router?\nCustomer: I can certainly give that a try. \nHuman Agent: ok\nCustomer: I appreciate your patience and you were helpful and educational as was Kylie the other day. I’m going to grab some dinner and change the location of the router and extender. Ty\nHuman Agent: You're welcome!  We are here on live chat until 6pm CST of you need to contact us again later \nCustomer: Support ROCKS!!!\nHuman Agent: 9am-12pm CST and 1pm-6pm CST M-F  have a great evening!  Thank you!!"]
["Customer: I need some help with my system, I’m a long, long time customer\nCustomer: My Wi-Fi cameras are not accessible on my hard drive \nCustomer: I’ve done all that.\nCustomer: They are accessible individually but not through my nvr as it was before changing internet provider\nHuman Agent: Hello, you've reached customer care, my name is Kylie. You have a Legacy NVR, Legacy devices are no longer supported within the app and can only be used locally, we are unable to provide customer support in regard to legacy devices so you will have to troubleshoot the device on your own unfortunately. \nCustomer: D/static_file/6840ad7c61_1_20241206154051.jpg\nHuman Agent: Hello, you've reached customer care, my name is Kylie. You have a Legacy NVR, Legacy devices are no longer supported within the app and can only be used locally, we are unable to provide customer support in regard to legacy devices so you will have to troubleshoot the device on your own unfortunately. \nCustomer: Those are the 2 different cameras I have \nCustomer: Okay, that’s a terrible solution \nCustomer: How can I upgrade and use what I have on the Wi-Fi side??\nHuman Agent: None of our new cameras are compatible with NVRs, the cameras you have named Front Yard and Back Yard wont work with the NVR at all.\nCustomer: Does ZMODO have a dvr or hd \nHuman Agent: We stopped making NVRs in 2018, none of our new cameras are compatible with NVRs by us, we have one partner who makes cameras that are compatible with NVRs that I can send you a link for but other then those none of our cameras will support NVRs going forward. \nHuman Agent: we also don't make DVRs anymore and those are also Legacy devices, we also stopped in 2018, DVRs also will only work with analog cameras not Wi-Fi cameras. \nCustomer: Is it all cloud based?\nCustomer: I’m mean I have 11 cameras so I’d need a package, they want like $10 each camera!\nCustomer: That link may be helpful. \nThank you Kylie\nHuman Agent: Yes, we don't make any DVRs or NVRs anymore so longer video recording is all cloud based now if people want continuous video recordings. \nCustomer: So what’s my best solution in your opinion??\nHuman Agent: https://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7/ Here is the link\nHuman Agent: These are the only cameras beyond our older camera models that are compatible with the NVRs. \nHuman Agent: You can try one of those otherwise sadly you would only have the short clips on the cameras to review unless you choose to subscribe them for the continuous video recordings. \nCustomer: Okay, thanks. I bought a couple off Amazon and they didn’t work even with an adapter \nHuman Agent: what do you mean by adaptor?\nCustomer: D/static_file/03776dac0e_1_20241206155433.jpg\nCustomer: Male/Female \nHuman Agent: Ah, I see, yes some of the odler gameras do have different cord styles. the 2nd gen cameras did have reverse micro usb configuration from what we use today\nHuman Agent: the SHO ones I sent a link for are all third gen styled cordage as our newer cameras are. \nCustomer: Meaning… plug and play? lol \nHuman Agent: No, it still plugs into a wall for power, its not like a DVR or wired NVR cameras where its plugged in directly would instantly work. these are like our newer  cameras where once plugged into the wall you would go through the QR code setup to connect. \nCustomer: I like the black and wireless, you say they will work with the nvr? \nHuman Agent: Yes, the SHO cameras I sent the link for are compatible with the NVRs. \nCustomer: Awesome! I’m ordering a few now. Thanks for your help and that link\nCustomer: 😎\nHuman Agent: No problem, if for any reason you don't have them pop up on your NVR, I cant give you much info because the NVR is a legacy device but for our non legacy NVRs sometimes when you already have an NVR set up then set up new cameras you do have to reboot the NVR and the cameras once set up, if it still doesn't pop up the old camera's may still have info on the NVR and resetting the NVR will get that info off easily typically just make sure if you do do a reset that it is not plugged into the router that's really important. \nHuman Agent: Have a good day and take care."]
["Customer: Set up\nCustomer: How do I change networks on my smartkit\nCustomer: Where do I find the smart kits wifi selections\n\nCustomer: Where do I find the smartkits wifi settings\n\nCustomer: How do I change wifi network on my smart kit \nCustomer: I don’t know what my initial set up process was\nCustomer: Where is the led colour in the camera\nCustomer: Where do I look for the led colour in the camera \nCustomer: My camera led is red\nCustomer: I am stuck in the set up process the camera led is red\nCustomer: Red\nCustomer: Real person\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: D/static_file/f4cbefca5f_1_20240919110012.jpg\nCustomer: I am trying to hook up multiple cameras after changing our modem (meaning new wifi network) \nHuman Agent: These are wired cameras so you just have to hardwired the NVR to the router\nHuman Agent: These cameras do not connect to wifi \nCustomer: So I have hard wired them to the modem and they are not working \nCustomer: D/static_file/8147d12316_1_20240919110140.jpg\nCustomer: The only light on the NVR is the power light … is this correct? \nHuman Agent: Are the cameras hardwired to the NVR? Yes that is the power light \nCustomer: D/static_file/52d2087574_1_20240919110252.jpg\nCustomer: Yes \nHuman Agent: What is the ID on the bottom of the NVR is starts with ZMD\nCustomer: D/static_file/f1edca3c12_1_20240919110411.jpg\nCustomer: D/static_file/6f80310a11_1_20240919110426.jpg\nCustomer: Those are the only numbers on the bottom\nHuman Agent: Thank you on the back of the unit there is a reset button, press and hold the reset for 30 seconds. \nCustomer: Done \nHuman Agent: It is still showing offline, did the power light shut off when you reset it?\nCustomer: No .. but now there are 2 green lights on the front \nCustomer: D/static_file/da8207e806_1_20240919111211.jpg\nCustomer: These ind green light just went off \nCustomer: D/static_file/a56ff52cc4_1_20240919111253.jpg\nHuman Agent: What kind of router is the unit connected to? It is still showing offline. \nCustomer: D/static_file/667572a2c5_1_20240919111455.jpg\nCustomer: Xfinity … just got it yesterday \nCustomer: D/static_file/388074231c_1_20240919111521.jpg\nHuman Agent: Is that router part of a mesh system? \nCustomer: I don’t know what that means? \nHuman Agent: Is this the only router or do you have multiple towers like this? \nCustomer: I have another Xfinity modem in the house … but it’s a separate network\nMeaning we have 2 separate modems \nHuman Agent: Okay are you able to connect a monitor to the NVR? \nCustomer: Like a tv? \nHuman Agent: Yes \nCustomer: No I am in a barn … I can not bring the tv out here \nHuman Agent: Okay, can you try to reboot the router? \nCustomer: Yes \nHuman Agent: Ok\nCustomer: Ok ..router is back online \nHuman Agent: The unit is still showing offline. Do you see lights flashing where the ethernet cable connects to the NVR and router? \nCustomer: D/static_file/626c6ea7a4_1_20240919113127.jpg\nCustomer: No .. only light is that orangey one by one of the camera connections\nHuman Agent: Okay can you try a different ethernet cable? \nCustomer: I did already do that … but I will try another \nCustomer: Ok .. cable swapped \nHuman Agent: Please reboot the NVR? Are we still seeing no lights? \nCustomer: Nothing changed \nHuman Agent: Okay\nHuman Agent: Please reboot the NVR\nCustomer: Rebooting now\nCustomer: Ok done \nCustomer: Did same as before .. there was 2 green lights in the front and now only one again \nNo change on the backside of NVR\nHuman Agent: Okay, is it possible to bring the NVR to the other location with the monitor and the other router? \nCustomer: Sure\nCustomer: Sure\nHuman Agent: Okay\nCustomer: How do I hook it up to the tv?\nCustomer: It in powered on and plugged into the house modem now \nHuman Agent: You connect it via the HDMI to the TV\nCustomer: Ok it’s connected\nCustomer: D/static_file/137c485559_1_20240919115250.jpg\nHuman Agent: Go ahead and tap cancel for now \nCustomer: It won’t let me move to cancel \nHuman Agent: Do you have a mouse connected to the NVR? \nCustomer: No\nHuman Agent: You will need a USB mouse\nCustomer: I do not have one \nCustomer: How is it that this all worked before ? \nCustomer: All we did was get a new modem because the other one died \nHuman Agent: The cameras are wired to the NVR and the NVR is wired to the router. It gets an internet connection via the ethernet cable that is then passed to the cameras\n\nHuman Agent: It should be as simple as plugging things in, unless something is defective\nCustomer: So if the NVR is defective can I get a replacement? \nCustomer: It’s clearly not the modem(s) as we have now tried 2, I have used 3 different Ethernet cables … what else could it be? \nHuman Agent: We have not made them in 5 to 6 years so you might be able to find a used one on ebay\nCustomer: So what do you make now for cameras? \nHuman Agent: Wifi cameras you can see our current cameras on Zmodo.com\nCustomer: So I would have to buy all new cameras? I have 6!\nCustomer: And I am not really interested in wifi cameras … i find they work better wired in \nHuman Agent: Yes as the NVR is the most important part. For wired cameras you would have to look into a different brand. \nCustomer: Would another brand be comparable with the cameras I have? \nCustomer: Compatable \nHuman Agent: The cameras would not work on other brand NVRs\nCustomer: So if I had a mouse what were you going to have me try and do? \nHuman Agent: Check the network settings in the NVR to make sure DHCP is enabled and it is getting an IP address\nCustomer: Ok and then what? \nHuman Agent: If DHCP was disabled, I would have you enable it, then reboot to see if we get an IP. If there is an IP you want to check router settings to see if the device is offline. \nCustomer: So until I get a mouse there is no way you are able to check any of that? \nHuman Agent: Correct"]
["Customer: Set up\nCustomer: Hi, I am trying to view my cameras on my android phone and have a Zmodo system.  What is the app that I can view my cameras free of charge? I tried to download Zsight in the Google playstore, but the app that comes up doesn't say ZSight. \nCustomer: There are several options that come up: Zmodo Zsight; Zmodo app; Zmodo; Zmodo camera app; Zmodo camera app fro android; zmodo app for android.  I am not sure which one to use. \nHuman Agent: Hi my name is Wendy.  What is the device ID on one of your cameras?\nHuman Agent: The device ID will be listed on a sticker on the camera and will start with ZMD or GSG\nCustomer: When I select Zmodo app the only one that comes up is modo support or Surveillance camera visory..  The model is ZMD-DX-SBN8\nHuman Agent: analog devices are no longer supported, they can't be used remotely. \nHuman Agent: You would want to connect a monitor/mouse to the DVR to view the cameras on a monitor.\nHuman Agent: Remote viewing is no longer available\nCustomer: So, there is not even an app for remote viewing either?\nHuman Agent: Not for analog DVR kits unfortunately.  Analog devices are no longer supported and can no longer be viewed remotely.\n\nThe only way to view the cameras connected to a DVR now is to connect a monitor/mouse to the DVR\nCustomer: We currently have a monitor and mouse set up to our cameras to view.  Is there another system that could possibly work for remote viewing.  We replaced our Zmodo cameras with Zsosi 4n-1 Security cameras.\nHuman Agent: If you are needing help with your Zsosi cameras you would want to contact them for support.\n\nWe have indoor & outdoor wifi cameras available on Zmodo.com.  Zmodo wifi cameras need to be plugged in for power but connect to your 2.4GHZ wifi router wirelessly\nHuman Agent: Zmodo wifi cameras can be viewed remotely either from the Zmodo app or the Smartz Eaze app\nCustomer: okay thank you for your assistance. \nHuman Agent: You're welcome!"]
["Customer: Troubleshooting\nCustomer: Events erased from nvr\nCustomer: No, I mean, someone deleted them\nCustomer: No, they weren’t starting the college because I don’t have a cloud subscription. I had one, but it said it’s not showing any at the moment.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If someone who had physical access to the NVR did what is called a format it would delete all the video on the NVR, if that is what happened unfortunately there would be no way to get that video back again. \nHuman Agent: Do you think someone did do a format from the NVR directly with a monitor and a mouse?"]
["Customer: agnet\nCustomer: agent\nHuman Agent: How can I assist you?\nCustomer: my BS-0001 repeater quick working, I  can not find any online, is there a substitute I  can use?\nHuman Agent: We have 4 Channel repeaters available for purchase here https://www.ebay.com/itm/375286206306?itmmeta=01HQXP2BEMQV0GDRFPDTNVHBYK&hash=item5760cd0f62:g:-gcAAOSwCrRl4h5O\nCustomer: OK I  will give it a try"]
["Customer: Live assistant \nCustomer: Customer service \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I'm trying to find out if my cameras are onvif compliant \nCustomer: I have a h.264 nvr\nHuman Agent: Can you give me the devices Models and ID numbers? for the camera and the NVR? It will be on the device sticker and start with ZMD, 14, or 15."]
["Customer: Tech support \nHuman Agent: How can I assist you?\nCustomer: Agent \nHuman Agent: You have been connected with an agent. How can I assist you?\nCustomer: My dvr is red and I lost my camera's \nHuman Agent: If the three lights on the top of your NVR system are red, then that means there is an issue with the hard drive. First you would want to try to format the hard drive, which you can do in the General Settings on the NVR. If that does not work, then you may want to try replacing the hard drive.\nHuman Agent: As far as the cameras being offline, the cameras on your account connect to your Wi-Fi network, so there could be several reasons they are offline. Have you changed your router, Wi-Fi name and password, or internet provide recently? Or did you try resetting your NVR either through the General Settings or with the reset button on the back?\nCustomer: Yes I tried reset on back of dvr \nHuman Agent: If it was still connected to your router, then it would have reset the cameras and you would need to setup the cameras again with the QR Code setup to connect to your Wi-Fi network.\nCustomer: How do I get to general settings \nHuman Agent: Do you have the NVR connected to a monitor and a mouse?\nCustomer: No I use my phone \nHuman Agent: To format the hard drive, you will need to access the menu on the NVR. So first, you would plug the NVR in to a monitor and a mouse. Then you can go to the Main Menu and General Settings.\nCustomer: Is there any instructions on how to do this \nHuman Agent: On how to connect the NVR to a monitor and a mouse? There will be an HDMI port on the back on the NVR. That will connect to a monitor or television with an HDMI cable. And then there will be a USB port on the back of the NVR that you can plug a mouse in to.\nHuman Agent: Then you will left click or right click on the screen and it will likely take you through the Startup Guide since you reset the NVR. Once you get through that, you can click on the Main Menu button on the taskbar at the bottom left corner of the screen.\nCustomer: OK thanks I'll give it a try \nHuman Agent: Click on General Settings and then go to Disk Drive Info. That will show the hard drive if it the NVR can see it. You can select it by clicking the box next to it and then click on format.\nHuman Agent: You're welcome."]
["Customer: agent\nCustomer: Gm,  I opened a chat with you previously and had an emergency and couldn't get back to you. \nCustomer: My question was is it possible to have an NVR repaired with zmodo?  The box that all the cameras are plugged into has a power issue. The power button isnt working properly and it won't stay powered on - it's intermittent.\nHuman Agent: We would only repair or replace an NVR or camera if it was under warranty. We have not made and sold NVR systems for several years now, so unfortunately it would not be covered under warranty.\nCustomer: No way to get a repair out of warranty?\nHuman Agent: We would not repair the system outside of warranty. Do your cameras plug in to the NVR or do you have a separate repeater that they plug in to?\nCustomer: plugs into the NVR\nHuman Agent: You can try replacing the power adapter as it could be an issue with that. Otherwise, you can try looking at places like Amazon, eBay, etc. to see if there are any Zmodo or Funlux sPoE NVRs available. Unfortunately we do not sell them any longer.\nCustomer: OK.  Sure wish zmodo would bring this back. It worked so well and much more reliable that the newer expensive stuff!\nHuman Agent: I cannot say for sure, but I do not expect that we will be making NVR systems again. We are now making Wi-Fi cameras."]
["Customer: I have an older system that i used to ise when i was on the road, i am wanting to use it again and cannot get it set up to access on my phone. Cameras are on but the all i can get on the device is flashing blue lights\n\n\nHuman Agent: Hi my name is Wendy\nCustomer: The cameras are wired, do u need model number\nHuman Agent: Is it NVR ZMD12JH78200989 you are needing help with?  It is named katkat?\nCustomer: Yes\nHuman Agent: You would want to run an ethernet cable from the back of the NVR to your router.  That should get the NVR online\nCustomer: Does the same kind of cable go to the camera connection box or just to ‘katkat’?\nHuman Agent: The cat5 ethernet cable, one end goes to the back of the NVR the other end should be connected to your router.\nHuman Agent: What camera connection box? You mean your router?\nHuman Agent: Do the cameras connect to a repeater? or directly to the back of the NVR?\nCustomer: Ok now its green lights. No the box all the camera’s connect to. They dont go directly into the nvr\nHuman Agent: is it a BS-0001 repeater that the cameras connect to?\nCustomer: Yes\nHuman Agent: D/static_file/53c55efd47_1_20250211140327.png\nHuman Agent: The repeater should connect to the same router as the NVR\nCustomer: Well thats a bummer my router only has to ethernet port\nHuman Agent: okay\nCustomer: Thanks\n\nHuman Agent: You're welcome"]
["Customer: Troubleshooting\nCustomer: Have an 8 channel nvr added a camera\nIt's recording but cannot view the video on the nvr\nCustomer: Where would the display video setting be\nCustomer: Is that on the app or nvr\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you referring to d cam unknown? If so, it is not compatible with NVRs. \nCustomer: Yes\nCustomer: You are kidding me\nHuman Agent: Most of our current cameras are no longer compatible with NVRs due to changes in the video compression. A good alternative is available through a partner company of ours, SHO. https://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7\nCustomer: So basically I should return these\n\nKnow you no longer make nvrs which really sucks\nHuman Agent: Ultimately that is up to you, but if you want to use them on an NVR that would not be possible for your current camera and would need another option such as the SHO cameras I linked. \nCustomer: So non of the present cameras that are sold u Der zmodo will work\nHuman Agent: None currently on our site. Through somewhere like Amazon I can't say for certain as it would depend on the stock of the current listings. The only certain option would be the SHO cameras I linked. \nCustomer: So basically \nAs what i have dies you lose me as a customer\n\nHuman Agent: I'm sorry to hear that, though you may use the SHO cameras I linked on that NVR if you would like. \nCustomer: Will try to look\n\nSeems like the mounting base is like the ones I have.  So guess that's what I'll look for until the two nvr die\nHuman Agent: Okay. Is there anything else I can help you with for now?"]
["Customer: Estaba hace 15 minutos conversando un problema y se cayó la comunicacion\nCustomer: Agente\nCustomer: Hola\nCustomer: Tengo un dvr y  04 camaras en funcionamiento con un monitor\nHuman Agent: Hola, fui el representante que te atendió antes.\nCustomer: D/static_file/0d4e1d7fdb_1_20250117102704.jpg\nCustomer: Si\nHuman Agent: You have a Legacy DVR, Legacy devices are no longer supported within the app and can only be used locally, we are unable to provide customer support in regard to legacy devices so you will have to troubleshoot the device on your own unfortunately. \n\nHuman Agent: Tiene un DVR heredado, los dispositivos heredados ya no son compatibles con la aplicación y solo se pueden usar localmente. No podemos brindar soporte al cliente con respecto a dispositivos heredados, por lo que desafortunadamente tendrá que solucionar el problema del dispositivo usted mismo."]
["Customer: Troubleshooting\nCustomer: I have a problem and need to talk with someone my name is will waxler 513-602-1671\nCustomer: My model bs-0001 went out\nCustomer: That’s not the problem I purchased a new one it’s called PoE switch 8- port 10/100/1000Mbps \nHuman Agent: If you need to replace your repeater, then you would want to purchase a repeater here https://www.ebay.com/itm/375286206306?itmmeta=01HQXP2BEMQV0GDRFPDTNVHBYK&hash=item5760cd0f62:g:-gcAAOSwCrRl4h5O\nHuman Agent: A third party PoE switch would not work with the cameras.\nCustomer: Can you call me\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: Are you sure this is available I looked the model # and it’s not available \nHuman Agent: Did you get the URL to the eBay listing that I sent?\nCustomer: Yes I will try again\nCustomer: Give it to me please I don’t have it\nHuman Agent: You can purchase a repeater here https://www.ebay.com/itm/375286206306?itmmeta=01HQXP2BEMQV0GDRFPDTNVHBYK&hash=item5760cd0f62:g:-gcAAOSwCrRl4h5O\nCustomer: This comes up as a 4 channel nvr to be used as a repeater I have 8 on mine\nHuman Agent: Yes, so you would use 2 of the 4 Channel repeaters.\nCustomer: I ordered them grant ty"]
["Customer: Agent \nCustomer: I need to factory reset my system \nHuman Agent: Hello, you've reached customer care, my name is Kylie. What is the email you use for your account? or do you only access the system locally?\nCustomer: So I reasonably bought a property that had the camaras already installed and I just don't have the password \nHuman Agent: okay, are these wired cameras that plug into a NVR or DVR or do they just plug into a normal wall outlet? \nCustomer: Wired cameras\nHuman Agent: Okay, Can you take a picture of the sticker on the bottom of the NVR/DVR  and send that to me?\nCustomer: Sure\nHuman Agent: Okay. \nCustomer: D/static_file/d91df048ca_1_20241115154625.jpg\nCustomer:  Is that okay?\nHuman Agent: it looks like what you have Here is a very old model of DVR, I am only able to look it up with its model number, We no longer give support to DVR units, however it looks like the default password for the DVR would be 111111, which is 6 ones. If that does not work then you will have to research on your own to troubleshoot the unit further unfortunately. I will elt you know that DVR cameras will work with other DVR units as longa s they support Analog cameras which is what these are should you need to replace this one with another brands DVR they will work fine. \nCustomer: It worked \nCustomer: Thank you\nHuman Agent: Fantastic, Have a great day!"]
["Customer: Troubleshooting\nCustomer: Connected to new internet and now won't pull up any cameras\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: ZP-NC18-S\nHuman Agent: Is the NVR hardwired to the new router? \nCustomer: ZMD33DKB9202767\nHuman Agent: Is the NVR hardwired to the new router? \n\nCustomer: Yes it has dedicated line connecting to router.  \nCustomer: Yes they plugged same old wire into new router\nHuman Agent: Okay hgave you rebooted the NVR? \nCustomer: I have unplugged system for 10 min and plugged back in. \nHuman Agent: Do you have the NVR connected to a monitor/TV and mouse? \n\nCustomer: No. I don't have computer just phone\nHuman Agent: Do you see any lights on the ports where the ethernet cable is connected? \nCustomer: Yes lights on\nCustomer: Any next steps\nHuman Agent: What lights are on? \nCustomer: The lights connected to camera wires and light connected to router. And the light on router wire\nHuman Agent: What color are the lights on the NVR and router's ethernet port? \nCustomer: Orange on nvr and green on router\nHuman Agent: Okay on the back of the NVR press and hold the reset button for 30 seconds. \nCustomer: I see reset but looks like pin hold should I put something in it?\nHuman Agent: Yes\nCustomer: Ok I held it for 30 seconds\nCustomer: Lights still orange \nHuman Agent: It is still showing offline, what port on the router is the ethernet cable connected to?\n \nCustomer: It is plugged into netgear gigabit switch. Part 4. \nHuman Agent: It will not work on a switch, it has to be wired directly to the router. \nCustomer: It is a 2 gig coming in from eero router\nHuman Agent: The main eero router if its a mesh system\nCustomer: I just tried to plug into the eero and it made the internet to die & go red\nHuman Agent: While the unit was off or powered on? \nCustomer: On. I unplugged the orange wire from switch to eero. \nHuman Agent: Please make sure the unit is unplugged. \nCustomer: I just plugged into eero again. Internet still on however light on back on nvr are still orange\nHuman Agent: Was the unit powered off when you switch it? \nCustomer: No. I just unplugged it for 30 seconds \nCustomer: Should I unplugged wire and unplug from wall power at same time then plug both in?\nHuman Agent: plug it into the eero first then into power. \nCustomer: Ok unplugged from power. Waiting 45 seconds. \nCustomer: Ok plugged in power\nHuman Agent: Okay once it is powered back on let us know. \nCustomer: Ok. It is on. Lights still orange\nCustomer: Is there a device I can get that can connect wirelessly?\nHuman Agent: We sell wireless cameras, but they would not record to the NVR, they would require cloud for recording. \nCustomer: Oh. I thought there was a nvr that could connect to wireless router\nCustomer: When they started new service all cameras worked then they had me do an update on eeros and then they stopped working. \nHuman Agent: Has the eeros been rebooted? \nCustomer: I unplugged and re plugged in\nHuman Agent: Are you able to get the unit connected to a monitor so we can see if the NVR is getting a valid internet connection. \nCustomer: On the eero it says threat blocks and says zmodo technology \nCustomer: I have an eero app. I don't know how to unblock them\nHuman Agent: Is the device paused or blocked due to that? \nCustomer: It says threat blocks when I click thru I could block from network. I have funlux device not zmodo. So my guess is it blocked you trying to access it\nHuman Agent: Can you send me a picture of what it shows \nCustomer: D/static_file/d795510be9_1_20240930121414.jpg\nHuman Agent: If you tap on the individual alerts what does it show? \nCustomer: D/static_file/b422b1d8d5_1_20240930121625.jpg\nHuman Agent: If you go under devices what devices does it show there? \nCustomer: D/static_file/bb944daa9b_1_20240930122005.jpg\nHuman Agent: It shouldnt be a wireless device. Do you see any wired devices? \nCustomer: I don't see anything that shows wired or wireless. \nHuman Agent: Are you able to get the unit connected to a monitor so we can see if the NVR is getting a valid internet connection. \nCustomer: Yes\nCustomer: Yes to continue convo. No not connected to unit\nCustomer: Like a comouter?\nHuman Agent: A monitor or a tv \nCustomer: With what kind of cord?\nHuman Agent: HDMI \nCustomer: I think I have an old tv I need to get it and find hdmi cord don't close chat while I look for & get items\nHuman Agent: Okay\nCustomer: Yes. \nCustomer: Got tv & hdmi now trying to remember how tv works\nHuman Agent: Okay\nCustomer: It is plugged in & on correct hdmi input but no signal \nHuman Agent: Is it on the correct display selection. \nCustomer: Yes. I am gonna go look for another hdmi cord. The old tv connected to internet and started on amazon prime. I had to switch it to hdmi 1\nHuman Agent: Oka\ny\nCustomer: New hdmi pulled up on tv but says disc not found. \nHuman Agent: Tap on Okay, then Please go to the main menu on the bottom left, then select network settings. What do you have for the IP address and the gateway? Is the box next to DHCP in blue?"]
["Customer: HELLO\nCustomer: YES IHAVE A OLDER MODEL UNIT 4CH/8CH/16CH DO IT STILL SUPPORT THE THE NEW ISO PHONE IPHONES\nHuman Agent: Hi my name is Wendy\nHuman Agent: You have a DVR or NVR?\nCustomer: DVR\nCustomer: 24SE7EN\nHuman Agent: Legacy DVRS can no longer be viewed remotely.  The Zsight app is no longer supported.\n\nYou can view the cameras connected to the DVR by plugging a monitor into the DVR\nCustomer: OK THANK YOU\nHuman Agent: You're welcome"]
["Customer: Troubleshooting\nCustomer: How come my video don’t work\nCustomer: Online\nCustomer: I cannot view it from my phone\nCustomer: My cameras cannot view from my app\nCustomer: Connect me to a customer service\nHuman Agent: I took a look at your account, and I see a Cloud DVR system on your account. The Cloud DVr systems would only be compatible with the Zsight app. So you would want to see if you can download the Zsight app on your mobile device. \nHuman Agent: However, the Zsight app and legacy systems are no longer supported, so if it does not work on your device, then you can still use the local settings by connecting the NVR to a monitor.\nCustomer: I have it on a monitor but ideally I want it on my phone when I am away from home \nCustomer: What’s best solution\nCustomer: Thank you\nCustomer: Grant I appreciate your help\nHuman Agent: You're welcome. I would recommend trying the Zsight app, but if it does not work, then there would not be another way to view it remotely."]
["Customer: Troubleshooting\nCustomer: Changed internet provider and camera system doesn't work\nCustomer: How do I do that?\nCustomer: How do I reconfigure cameras for new internet provider?\nCustomer: How?\nCustomer: I need a person to help\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 13cq78202365\nHuman Agent: That is an NVR system. It plugs in to your router with an Ethernet cable.\nCustomer: Yes but it is not working. It has red lights showing not green\nCustomer: I even tried to reset it but nothing is working\nHuman Agent: That means there is an issue with the hard drive. You would want to connect the NVR to a monitor and a mouse and you can try formatting the hard drive.\nHuman Agent: However, the NVR is separate from the cameras. If you want to setup the camera I would need the Device ID for the camera.\nCustomer: Ok I will have to do that later"]
["Customer: I don’t have any play back anymore, can only see live feed.\nCustomer: How do I troubleshoot the cameras?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you referring to the playback through your Shop NVR? \nCustomer: Yes, it’s only there from 8/26-10/1 and nothing was been recorded since 10/1\nHuman Agent: Is the time/date correct on the cameras currently?\nCustomer: Yes I think so I didn’t even look at that. But on my calendar to go back it doesn’t have blue dots for the month of October. We had an incident today and needed to go back and look and I realized it hadn’t been recording \nCustomer: If I go check the date will it kick me out of this chat?\nHuman Agent: The chat will remain active for 7 minutes so you may return to it after checking. \nCustomer: Date is correct, time if an hour off but it’s always been like that. \nCustomer: Is*\nHuman Agent: Okay, is the HDD light flashing on the NVR?\nCustomer: I have to get this figured out, we need the playback for our business. \nHuman Agent: Okay, is the HDD light flashing on the NVR?"]
["Customer: Help with setup \nCustomer: The beginning \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the device you are trying to set up? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \nCustomer: ZMD-CBH-BAS13NM\nHuman Agent: The ID would not have any dashes or spaces. That said though, is this a wired DVR camera?\nHuman Agent: If it is a wired DVR camera that connects via a BNC cable, it would not have an ID. \nCustomer: We can not get the cameras to even work idk why they don’t send instructions on how to set them up \nHuman Agent: Did you see my previous questions about whether this is a wired DVR camera that uses a BNC cable to connect to the DVR?\nCustomer: I need help even connecting and setting them up \nHuman Agent: Did you see my previous questions about whether this is a wired DVR camera that uses a BNC cable to connect to the DVR?"]
["Customer: Agent\nHuman Agent: How can I assist you?\nCustomer: All my cameras are not showing in my nvr\nHuman Agent: Okay, so you are not able to see any of the cameras on your NVR?\nCustomer: No i can see some\nHuman Agent: Alright, so there could be a few reasons certain cameras are not showing on the NVR. Are all of the cameras at the same location and connected to the same Wi-Fi network?\nCustomer: Yes\nHuman Agent: Do you have any Wi-Fi extenders or a mesh network?\nCustomer: No\nHuman Agent: Okay, then you may just want to restart the NVR and the cameras that are not showing up on the NVR. So you can unplug the NVR and plug it back in. Then you would go to the cameras that are not showing on the NVR and you can do the same, unplug them and plug them back in.\nCustomer: I've done that several times \nHuman Agent: Lets try it again. It looks like previously your NVR was not online, which means that was probably why it was not able to find cameras before and restarting them would not have changed anything. Now that it is back online we will try this and see if it has a different result. \nCustomer: I jisst reset everything \nCustomer: Waiting on reboot"]
["Customer: The HDD light on my NVR is not blinking and I cannot access my cameras locally only online\nCustomer: None of the above steps worked\nCustomer: Connect me to an agent\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. One moment\nCustomer: Thanks \nHuman Agent: I will need to look up the NVR, it is not tied to this account. I will need the Model and the ID number, it will be on the bottom of the NVR on the sticker. The ID will also start with ZMD, 14, or 15 and have no dashes or spacing. \nCustomer: D/static_file/5e0a11e50e_1_20250214090837.jpg\nCustomer: Sorry upside down \nHuman Agent: One moment \nHuman Agent: You have a Legacy NVR, Legacy devices are no longer supported within the app and can only be used locally, we are unable to provide customer support in regard to legacy devices so you will have to troubleshoot the device on your own unfortunately. \nCustomer: If I change the hDD is it just to plug and play?\nHuman Agent: Not quite sure what your asking, the HDD in the unit is jsut the hard drive and is where the recorded video is stored. \nHuman Agent: As I said though, for this NVR we are unable to provide customer support in regard to legacy devices so you will have to troubleshoot the device on your own unfortunately."]
["Customer: I need the password to be reset for my DVR \nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We no longer provide support for DVR systems, you will need to troubleshoot on your own. \nCustomer: I could never get my DVR to connect to the internet and I need to reset my pin to my dvr\nHuman Agent: Okay, we are unable to give support for DVRs. you will need to troubleshoot the DVR on your own. \nCustomer: Can u tell my how to hard reset it\nCustomer: How can I factory reset it if I can't get into the menu\nHuman Agent: I cannot, we cannot provide support for DVRs anymore, please troubleshoot the device on your own."]
["Customer: Live agent \nHuman Agent: Hi my name is Wendy.  How can I help?\nCustomer: How do I speak to someone on the phone \nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? If you'd prefer to schedule a call for a later time, you may do so via the button to schedule a call. \nCustomer: I’ve got a Zmodo camera system I haven’t used in a couple years and I just evicted my tenants and now I can’t get back into my camera system I think they changed everything is there a way for you to help me get this working \nHuman Agent: Are you trying to use it via our app or locally on a monitor?\nCustomer: On a monitor it possible \nHuman Agent: Okay, if the system has a reset pinhole on the back of it, you can disconnect the ethernet cable (if it's currently connected to the router), hold in the reset button to reset it, then once it reboots you can plug the ethernet cable back in. The default password would then be applied which is typically 111111. \nCustomer: Now this isn’t for my home system\nIt’s another system I had set up previously \nHuman Agent: Okay."]
["Customer: Talk to person\nCustomer: Password not working to log in as admin on main unit. Still have access to mobile app and have tried changing password on app and using that to log into main unit as admin but still not working. \nCustomer: Any ideas how to reset admin password \nHuman Agent: The password on the NVR is different from the password to log in to your Zmodo app. There is a pinhole reset on the back of the NVR system. You can press and hold the reset button until the NVR reboots. It usually takes 15-20 seconds.\nHuman Agent: If you have any Wi-Fi cameras, you will want to unplug the NVR from the router before you do the reset or it will reset the Wi-Fi cameras.\nCustomer: Ok and that will promote to make new password?\nHuman Agent: Yes, it will have you go through the Startup Guide again and you can create a password."]
["Customer: Troubleshooting\nCustomer: agent\nHuman Agent: How can I assist you?\nCustomer: I have manually deleted the cameras in my MVR, then entered the IP addresses in the order I want them to show on my monitor, yet nothing has changed\nCustomer: The Mac addresses stayed the same.\nCustomer: The cameras changed on the monitor last night when I upgraded the router.\nHuman Agent: Do you have \"Search an Add All Devices Automatically\" turned on at the top?\nCustomer: No, it is turned off\nCustomer: I have pushed refresh, and it does nothing\nHuman Agent: Alright, good. Then can you record the MAC Addresses of the cameras you want to move and then delete them from the channels they are in? Then you can select the channel you want to add a camera to and click on \"Search for Devices\" above the list of channels.\nHuman Agent: That will list the cameras that the NVR can see that are not assigned to a channel and it will show both the IP Address and the MAC Address.\nCustomer: I deleted them all and hit search devices and all have come up in the order they are in now on the IP search\nHuman Agent: You would select the channel you want to add a camera to, then click on  Search for Devices, then select the camera you want to be assigned to the channel, and then click on Add.\nCustomer: Ok, I got it. Thank you.\nHuman Agent: You're welcome."]
["Customer: I have hard wired zmodo cameras - can I set them up using this app? \nCustomer: Smartzease?\nCustomer: I see Smartz Eaze \nCustomer: I just need to know which app to use \nCustomer: Which app send link \nCustomer: Live agent \nCustomer: Agent \nCustomer: I have existing hard wired zmodo exterior cameras that came with my property. I want to connect and activate the cameras. What app do I use and can you send the link ?\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  You can use the Smartz Eaze app or the Zmodo app to set up the camera. \nCustomer: Thx\nHuman Agent: You're welcome.\nCustomer: I have existing hard wired zmodo exterior cameras that came with my property. I want to connect and activate the cameras. What app do I use and can you send the link ?\nHuman Agent: You can use either the Zmodo app or the Smartz Eaze app. You would download them from the app store on your phone or tablet.\nCustomer: Ok. They are older models- probably from 2013 ish timepoint. Still compatible with app?\nHuman Agent: That would depend on the system. Could I have the Model and Device ID of the system?\nCustomer: Where would I find that info? On the camera itself ?\nHuman Agent: You would want to look on the DVR or NVR system.\nCustomer: Is that the metal box ? Lol \nHuman Agent: Lets just start with something, because I do not know what kind of system you have. Please just give me any information you see on the devices you are trying to setup.\nCustomer: I am not at the residence with the equipment at this exact moment. I can reach back out when I have the equipment handy \nHuman Agent: Yes, please contact us when you are with the camera system and we would be happy to help."]
["Customer: Agent\nCustomer: Agent\nCustomer: Thanks…\nCustomer: DVR playback not working…. Rebooted the DVR but it will not recognize prior dates\nHuman Agent: Hello, you've reached customer care, my name is Kylie. DVRs are a legacy device, Legacy devices are no longer supported within the app and can only be used locally, we are unable to provide customer support in regard to legacy devices so you will have to troubleshoot the device on your own unfortunately. \n\nCustomer: Been working fine before now…. Seems the software changed …. \nCustomer: What do you mean by “locally”…?\nHuman Agent: Locally with a monitor and a mouse\nCustomer: That is not working….  The select a date process will not go back to a prior day…\nCustomer: Rebooted the system and no change..  DVR records up to 45 days in the past…\nHuman Agent: Okay, Unfortunately as I said earlier,  we are unable to provide customer support in regard to legacy devices so you will have to troubleshoot the device on your own unfortunately.\nCustomer: I may have to replace your system as it seems you only now support subscription services ….   Not what I purchased …..  \nCustomer: System should still operate as before….  \nCustomer: How do I get the software on a “legacy device” to troubleshoot on my own?\nHuman Agent: Unfortunately as I said earlier,  we are unable to provide customer support in regard to legacy devices so you will have to troubleshoot the device on your own unfortunately.\nCustomer: Canned answer…. What are options to resolve this issue besides throwing out your product?\nHuman Agent: I cant give you any info regarding legacy devices, or help you with legacy devices. You must find those answers on your own unfortunately. \nCustomer: Not a great reply….  My answer likely is to seek another mfg ….  \nHuman Agent: Okay, Have a wonderful day\nHuman Agent: Goodbye"]
["Customer: Troubleshooting\nCustomer: What does it mean when the NVR has a continuous solid green light?\nCustomer: -1\nCustomer: May I speak with an agent?\nHuman Agent: Could I have the device ID of the NVR you are working with? It should start with ZMD and should be on a white sticker on the NVR system.\nCustomer: Hello>>>ZMD14ABA1248712\nHuman Agent: If the three lights at the top are solid green, that means that the NVR is powered on and there are no cameras connected to it and currently recording.\nCustomer: None of the cameras are showing.\nHuman Agent: The cameras on your account are offline. So they may need to be connected with the QR Code setup to your Wi-Fi network.\nCustomer: These are old existing cameras.  Not sure I have the codes.  I just replaced the hard drive.\nHuman Agent: You make the QR Code in your app.\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: ok, thanks\nHuman Agent: You're welcome."]
["Customer: Our receiver powers up, but doesn’t give video output and doesn’t do anything when we move the mouse. What can we do?\nCustomer: No video output is provided, even though the displays work and connections are seated properly.\nCustomer: -1\nCustomer: We need customer service.\nHuman Agent: Are you not getting any video output at all from the NVR? Or are you getting the grid of squares and just not any footage from the individual cameras?\nCustomer: Hi! We are getting zero video output. Our monitor works just fine, but the NVR doesn’t output anything through the HDMI port.\nCustomer: HDMI cable works just fine too.\nHuman Agent: So you do not see the grid of squares where the video would be? And you are not able to access the menus?\nCustomer: We cannot access the menus or anything. Just “no signal” from the NVR.\nHuman Agent: Are there any lights on the NVR? Any lights on the front or on the ports on the back of the NVR?\nCustomer: Front power light is green. Drive lights and ethernet lights work too.\nHuman Agent: What lights do you see on the ports on the back of the NVR?\nCustomer: One second.\nCustomer: D/static_file/0114c51cd8_1_20241219154726.jpg\nHuman Agent: Okay, there is nothing plugged in to the Ethernet ports.\nCustomer: We tested it before and it worked.\nCustomer: A couple hours ago.\nHuman Agent: Do you see any lights now on the ports when you plug the cameras or the router in to the NVR?\nCustomer: One second.\nCustomer: D/static_file/420abea651_1_20241219155114.jpg\nHuman Agent: What lights do you see on the ports?\nCustomer: None on the camera ports.\nCustomer: They're all off, the cameras are functional though.\nHuman Agent: Okay, and what about on the port that connects the NVR to the router?\nCustomer: Lights are on.\nHuman Agent: What light is on? What color is the light? Is it solid? Is it flashing?\nCustomer: Solid green on the right, flashing orange on the left.\nHuman Agent: You will want to double check that you are on the correct input for the monitor. Otherwise, it may be a power issue with the NVR. You can try resetting the NVR with the pinhole reset. You can also try disconnecting the hard drive inside of the NVR and power it on with the hard drive disconnected.\nCustomer: Inputs on the monitor are correct, we've tried them with my PC. We've also tried resetting it with the pinhole. I'll give disconnecting the drive a shot.\nCustomer: If that doesn't work, what should we do?\nHuman Agent: You can try replacing the power adapter.\nCustomer: Yes, I'm still here.\nCustomer: We disconnected the drive, and power cycled it, but it still isn't working.\nCustomer: We're thinking we might need to place the NVR. Are there any newer ones that are compatible with Google Home or HomeKit?\nCustomer: *replace\nHuman Agent: We no longer make NVR systems. You can try looking at other brands of NVR systems, but I do not have any information on the features of those systems and if they are compatible with Google Home or HomeKit.\nCustomer: Will the cameras still work if we buy an NVR from another brand?\nCustomer: Assuming they use ethernet ports for connection.\nHuman Agent: No, Zmodo cameras would not work with another brand of NVR systems.\nCustomer: So we need to replace everything?\nCustomer: And are you able to log into the NVR somehow, just to see if the camera system works?\nHuman Agent: Zmodo cameras would only work with a Zmodo or Funlux NVR system. We have not made and sold the systems for several years. You can try looking at third party sellers (Amazon, eBay, etc.) to see if there are any available.\nHuman Agent: No, I cannot log in to an NVR system remotely.\nCustomer: Alright, thank you for your help.\nHuman Agent: You're welcome."]
["Customer: Hello\nCustomer: my camera shows that I have no recordings\nHuman Agent: Hi my name is Wendy.  Which camera is showing no recordings?  What is the name or ID on the camera?\nCustomer: All camera\nHuman Agent: Do you have a monitor connected to the NVR?\nCustomer: Of monitor recording but my handy no\nHuman Agent: Please connect a monitor/mouse to the NVR, see if you can playback footage directly from the NVR\nCustomer: I dont know why\nHuman Agent: First you would want to login on the NVR< make sure the hard drive is recording footage.\nHuman Agent: Its possible the hard drive needs to be formatted or replaced if it is not recording footage but you will not know that until you try playing back footage directly from the NVR\nCustomer: does not delete it every 90 days alone\nHuman Agent: I don't understand your question\nCustomer: why format it formats every 90 days\nHuman Agent: If the NVR is not recording, its possible the hard drive needs to be formatted or replaced.  You would need to login to the NVR and try to playback footage directly from the NVR first to know\nHuman Agent: Currently you are unable to playback footage on the phone app?  You would want to login  to the NVR and try to playback footage directly from the NVR to see if it is working or not."]
["Customer: agent\nCustomer: sorry im here\nHuman Agent: How can I assist you?\nCustomer: i need a recording of jan 15 2025 to send in an email to my attorney > how can i do this ?\nHuman Agent: There is an NVR on your account and the footage may record locally to the NVR. Are you able to tap on Playback for the NVR in your account? Or do you have the NVR connected to a monitor or television?\nCustomer: yes my nvr is connected to a monitor\nHuman Agent: Then you can click on the Playback button on the taskbar at the bottom of the screen. Then you will select the channel you want to view and the date. Then it will show the footage on that date. You would need to attach a USB drive to the NVR and then you can make a clip of footage from the Playback footage and save it to the USB drive.\nCustomer: the only way ive been trying to do this is by recording small clips through the phone app and thats taking too long\nHuman Agent: You can also do it that way through the app.\nCustomer: is there a way to pull iy up on my pc and email it directly\nHuman Agent: No, the footage is saved to the NVR, so you would need to make clips and either save it to your phone through the app, or make clips and save it to a USB drive through the NVR. Then you can email those clips of footage.\nCustomer: ok thank you for your help\nHuman Agent: You're welcome."]
["Customer: Is there a reset button on the DVR home box?\nCustomer: -1\nHuman Agent: Hello, you've reached customer care, my name is Kylie, we are no longer able to provide support to users who have DVR systems, you will need to troubelshoot the DVR on your own."]
["Customer: I still cannot get my camera system to work, I sent an email to the support line on Saturday, someone should have seen it by now. How long does it typically take to receive a reply?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We are not in the office until Monday, we do not have live support on the weekends that is why you did not receive a response yet. \nHuman Agent: I looked up your account and it does appear that the cameras are offline. We no longer sell or make NVRs or DVRs so if you do need a replacement you would have to purchase another NVR from a third party such as amazon or eBay.\nHuman Agent: Some things you can check on your current unit is to make sure that it is getting internet properly, check the Ethernet cord and the port on the router that it is plugged into, you cna try swapping it with another one, make sure it is plugged into the router directly not using a ethernet switch at all. \nHuman Agent: If you are able to send me a picture of the NVRs sticker I can look up the NVR itself and see if it has a way to reset it  and can send you directions for that as well."]
["Customer: Zp-nj18-s, power issues \nCustomer: Capacitor burn out \nCustomer: Need to replace capacitor \nCustomer: Need schematics\nCustomer: Zp-nj18-s\nCustomer: Okay,\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If the unit has an issue it is not possible to replace individual parts on the NVR, the only part that can be replaced is the HDD\nHuman Agent: It sounds like you will have to purchase another NVR if there is an internal issue beyond the HDD. \nCustomer: Okay,\nCustomer: Is it warranted \nHuman Agent: No, all of the NVRs we have sold are outside of warranty at this point. \nCustomer: Is there any warranty replacement \nCustomer: Okay \nCustomer: I understand \nHuman Agent: Is there anything else I can assist you with today?\nCustomer: Can you supply the schematics,\nCustomer: For this particular unit \nCustomer: The ZP-NJ18-S\nHuman Agent: No, we do not have that information.\nCustomer: Where can I acquire \nHuman Agent: You will not be able to acquire that information, it is not made public and is proprietary. As I stated earlier, nothing on the unit is able to be changed or replaced besides the HDD \nHuman Agent: Have a good day. \nCustomer: I understand, but I think you reply was rude and not too kind, you need to have empathy towards your customers."]
["Customer: thank you\nCustomer: I bought 4 new cameras, I can connect them. I have a Fublux H 264 NVR. It connects but there is no video. There is video on my Zmodo app on my phone. I need to have the video on my NVR.\nCustomer: The NVR and cameras have the current updates.  I have 6 old cameras that work fine. only the new ones have an issue.\nCustomer: Now what. All that is good. What is the difference with new cameras\nCustomer: OK this isnt helpful. Is there some technical support I can speak with?  Ive had this account and NVR for many years\nCustomer: How can I call\nCustomer: Can I speak with technical support\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account, one moment\nCustomer: Can you give a phone number\nCustomer: Also there is an issue with IPC Search\nCustomer: with new cameras\nCustomer: Also no video on Zviewer with New Cameras\nCustomer: I have video on my phone zmodo app but not anywhere else\nHuman Agent: We no longer support IPC search, we have not for quite some time, if you are having trouble with it unfortunately that troubleshooting would be done on your own for that application.  We do not have an inbound phone number, only outbound calling done via scheduling \nCustomer: can you schedule me?\nHuman Agent: Yes I can send you the call scheduler in the chat here, One moment. \nCustomer: Call scheduled\nHuman Agent: Fantastic"]
["Customer: My NVR is not working with this new app?\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  NVR ZMD12LFA1212286 shows online.  What issues are you having with it?"]
["Customer: Forgot the password for the NVR in the account management edit account\nCustomer: Don’t know the current password for the NVR\nCustomer: Will this work on the funlux NVR\nCustomer: After a. Power outage. I have to log in with the nvr password for the nvr to work, again I don’t know the or forgot the admin password on the NVR\nCustomer: are u there?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. The default password for an NVR would typically be 111111. If it's been changed, you can reset it by resetting the system with the pinhole on the back of the NVR. If you have any wifi cameras on the network though you'll want to make sure to unplug the ethernet cable from the NVR before the reset as it would otherwise reset the cameras as well. Once back up, you could then plug the ethernet cable back in. \nCustomer: Hi Dillion,\nHuman Agent: Hello, let me know if you have any trouble with the reset or any other questions. \nCustomer: so I should reset pinhole on back of nvr and yes these are wireless cameras 8 of them\nCustomer: will I loose the cameras or do I have to reload each cameras \nHuman Agent: Yes, if the password is no longer 111111 you can do the reset pinhole after you've removed the ethernet cable from the system so it does not reset the cameras too. As long as you have unplugged the ethernet cable so the NVR is not connected to the router during the reset, the cameras will stay online, though once you've reconnected it after it is back up, the cameras may be in a different order on the NVR. \nCustomer: ok I will try this\nCustomer: thanks you\nHuman Agent: Okay, no problem. Let me know if you have any trouble. \nCustomer: How do I contact you if I get a problem with this\nHuman Agent: The chat will remain active for 7 minutes since the last message so you may leave and return as needed, but if it's past that time you may start a new chat and request an agent, then hit the button to request one to be assisted by an agent. \nCustomer: ok\nCustomer: should I shut the power off before resetting \nHuman Agent: No, if it has no power it would not be able to reset. \nCustomer: ok\nCustomer: i did but it didn’t ask about a password \nHuman Agent: The reset doesn't request a password. After the reset if you right click it'll give a start up set of menus and the default password would be 111111 if you do not change it during those. \nCustomer: it didn’t do that I try again\nHuman Agent: When you do the reset you would hold in the pinhole button until it restarts. \nCustomer: Ok I will try\nHuman Agent: Okay. \nCustomer: did not work\nHuman Agent: You reset the system, it restarted after holding the button, but you still were unable to log in using the default password? Or what part did not work?\n\nCustomer: it did ask for any password \nHuman Agent: Do you mean it didn't?\nCustomer: it didn’t \nHuman Agent: The first time it would have the startup guide which wouldn't ask for a password, but one of the steps has the option to set up user information. \nCustomer: in the general settings under acct management it still has username admin etc and if I click on edit acct nothing \nCustomer: do I delete the account under the general settings account management \nHuman Agent: Admin is the default account. There is no need to delete it. To be clear you're trying to change the password to that admin account now? If so, when you hit edit, you should be able to enter the old password along with a new password. \nCustomer: yes but we forgot the password \nHuman Agent: After the reset the default password would be 111111. Is that what you're entering?\n\nCustomer: yes\nHuman Agent: Okay, if that won't work, try no password in the field. \nCustomer: i just try the 2camera nvr. And it did work.  Now I’ll try again the 8 cameras nvr\nHuman Agent: Okay.\nCustomer: Dillion\nHuman Agent: Yes?\nCustomer: thank you it work.  Thank you thank you.  One last question does zmodo sell any wireless camera with a nvr. s\nHuman Agent: We have not produced NVRs since around 2018 and the majority of our current cameras would not be compatible with NVRs due to a difference in the video compression. For 1080p NVRs though we have a partner company, SHO, who still produces cameras that are compatible with the 1080p NVRs. Here is a link to some of their cameras. https://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7\nCustomer: thank you.  So all your wireless is now on cloud\nHuman Agent: Our current cameras are meant for use via cloud, yes. \nCustomer: Ok thanks\nHuman Agent: No problem. Anything else I can help with for now?\nCustomer:  no thanks have a good day\nHuman Agent: You too!"]
["Customer: Set up\nCustomer: I just changed my device from IOs to android. I am unable to set up camera app on my new  device. I watched the tutoriala on zmodo app but it seems like I have older cameras and it needs to be manually connected. Please assist. \nCustomer: -1\nCustomer: Set up\nCustomer: I am unable to connect using the tutorials \nCustomer: -1\nCustomer: Agent\nCustomer: I have a older DVR system and the tutprials on app isn't much help since it is older device.  Please assist connecting to android. \nHuman Agent: If it is a DVR system, it may not be supported any longer. Could I have the model of your DVR system?\nCustomer: Where can I find device it? \nCustomer: ?\nHuman Agent: The model of the DVR would be on the bottom of the system."]
["Customer: Hi I would like to speak with an agent \nCustomer: Adding 2 cameras to my smart kit \nCustomer: I can see my cameras on my. Account but cannot integrate them to my smart kit \nCustomer: I continue to have issues \nCustomer: integrate\nCustomer: I have two cameras that I can see in my account but cannot integrate them to my smart kit \nCustomer: No! I can see them in my account! But cannot integrate them to my smart kit \nCustomer: How do I find out if my cameras are compatible o not?\nCustomer: I have the device ids \nCustomer: I have them!!\nCustomer: Let me speak with an agent!!!!\nCustomer: Hi Kylie, I have just added two cameras to my account which I can see fine, the problem is that I cannot integrate them to my smart kit which is also in my account\nHuman Agent: Okay, Let me look up your account, what are the names of the 2 cameras you added?\nCustomer: Pan Cris puerta and pan Cris oficina \nHuman Agent: Okay, are these cameras set up on wifi that comes from the same router that the NVR is plugged into and getting its internet?\nCustomer: No they are on another WiFi network \nHuman Agent: Okay, for the cameras to communicate with the NVR, they have to be connected to wifi that is coming from the same router that the NVR is plugged into, otherwise they are not able to communicate properly with each other and the NVR wont be able to add the cameras. \nCustomer: What if I buy another nvr? \nHuman Agent: are you able to reset those 2 cameras, and set them up to Wi-Fi coming from the router that the NVR is plugged into at all?\nCustomer: Yes but I don’t need them there. I already have other cameras that are connected to the same WiFi that the nvr is connected to \nHuman Agent: You can have multiple NVRs, that other NVR would just be plugged into the router where the cameras Wi-Fi network is coming from instead then it would record the footage from these two cameras.\nCustomer: Ok \nCustomer: Wow they are expensive \nCustomer: There is no way to connect them to my existing nvr?\nHuman Agent: Unless you set them up on the same network as the existing NVR, no."]
["Customer: Do you have any phone number for customer service \nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound numebr to call, but we do have outbound calling done via scedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: Call \nCustomer: Call schedule\nHuman Agent: I sent the call schedule now for you, let me know if you have trouble at all\nCustomer: I would like to purchase a cctv dvr\nModel # Zmd-dx-sin8\nID ZMD111557001089 \n\nHuman Agent: Okay, We no longer sell DVRs or NVR units, you would not be able to purchase another unit from us, you would have to look on third party sites such as eBay or amazon to purchase one. \nCustomer: Thank \nHuman Agent: No problem, have a good day"]
["Customer: Troubleshooting\nCustomer: Recording issues \nCustomer: Cannot access Motion recordings  \nCustomer: Recording time line is white\nCustomer: Recording time line is white on hddr\nCustomer: I need further assistance \nCustomer: Customer support \nCustomer: OK Kylie thanks\nHuman Agent: Hello, you've reached customer care, my name is Kylie. What occures when you try to click playback? does it pop up with a message or how does it appear for you?\nHuman Agent: If you can take a screenshot at all and send it into the chat to help show how it does look for you at all that would allow me to assist you better as well.\nCustomer: The time line is white and a message says unable to view recorded video I think\nCustomer: I'm not with my hddr at the moment. I can take a screen shot from the phone app but will I have to leave the chat? \nHuman Agent: That's no problem, the chat will still be here, it only times out if there's no response after 5 minutes to our messages. \nCustomer: OK one moment \nCustomer: I'm back \nCustomer: D/static_file/8299787d43_1_20250122095251.jpg\nCustomer: D/static_file/692ad50984_1_20250122095301.jpg\nHuman Agent: For the playback you would not click playback on the cameras themselves, you would click playback on the NVR then select the camera from there as its the NVR that is recording the video from these cameras, not the cameras themselves. \nHuman Agent: Try that and let me know if its still blank for both cameras or if you can see the playback for them at all today. \nCustomer:  I can see recordings on only one camera on the nvr. And on the individual cameras I can see recordings on one camera \nHuman Agent: The cameras themselves will make short 10 second clips which can be found in the event/alert section but they do nto record longer video like the NVR, the NVR is where you would click playback to view the continuous video for the cameras.\nCustomer: D/static_file/3f27f8f4d6_1_20250122100404.jpg\nHuman Agent: If you are not seeing the playback on the NVR for both cameras on the NVR we may want to try checking the HDD and how full it is on the NVR. To do that you would have to be with the NVR locally and you would use a monitor and a mouse with the NVR to check how full the HDD is. There is not a way from within the app to see how full the HDD (hard drive) is for the NVR. \nCustomer: When I select Gpin76 I get this screen\nCustomer: D/static_file/a6af25dc13_1_20250122100446.jpg\nCustomer: Then I click the symbol in the top right corner and I can see my camera \nCustomer: D/static_file/3e9b964ad4_1_20250122100531.jpg\nHuman Agent: Yes that is correct. The camera has no cloud service subscription so clicking playback directly on the camera wont work. You would only click playback on the NVR then select the camera to view the cameras playback.\nCustomer: But on the second camera I don't get the recording \nCustomer: But it does work on camera 1\nCustomer: As seen in the picture above\nHuman Agent: If your not seeing the playback from the NVR for the camera then at that point we would want to have you check the HDD locally to see if its recording this camera properly, if its not recording the footage on the NVR the HDD may need an overwrite due to it being too full to resolve the issue. \nCustomer: I see. \nI'm not with nvr at the moment though. Shall I re format the hdd when I get chance? \nHuman Agent: See at the top where it says \"local playback\" for Gpin76 that means its playback from the NVR for the local recording, the other camera says \"cloud playback\" at the top there not local playback. \nHuman Agent: What we would want you to do is to check the HDD to see how full it is and write down the number, (check that there is no footage you first need to save because this wipes all footage) then you would click the HDD, then click format and format the HDD. After its done check it and make sure the number changed and does not show the same number as was written down. It shoudl be close to 0 for total space. \nHuman Agent: If you have any trouble just take a picture of how it looks and contact us again, we can have you troubleshoot more with the NVR if you have any difficulties with the formatting. \nCustomer: OK I'll try that. Thank you \nHuman Agent: Okay, thank you as well. Have a great day.\nCustomer: You too"]
["Customer: Set up\nCustomer: I'm trying to connect app to dvr\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Is it a DVR or NVR that you have?\nHuman Agent: If possible please provide the device ID that is listed on the bottom of the device.  The ID will start with ZMD or 1\nCustomer: Dvr\nCustomer: It has wired cameras\nHuman Agent: Unfortunately DVRs no longer support remote viewing so you would not be able to connect your DVR to the Zmodo app\nCustomer: Ok thank you\nHuman Agent: Basic functionality will remain accessible by connecting the DVR/NVR directly to a monitor\n\nHuman Agent: You're welcome"]
["Customer: My Zmodo system keep saying video standard mismatch.  Now the input resolution is wrong, but my screen do not go back to homepage\nCustomer: Can I just buy another dvr just like the one I have? ZMD-DT-SBN4\nCustomer: Ok...who sell just the dvr?\nCustomer: What is the official website\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We stopped making DVR systems in 2018, you would have to look on third party sites if you want another DVR system for the cameras. \nHuman Agent: We no longer support legacy devices such as DVRs on the app, they can only be viewed locally. We also do not provide customer care support for DVR systems anymore as well so for troubleshooting you would have to do that on your own."]
["Customer: Set up\nCustomer: I cannot view my cameras from my phone when I get on the app and press live nothing happens \nHuman Agent: Hi my name is Wendy\nHuman Agent: I don't see any cameras connected to this email.  \nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: I tried closing the app and reinstalling it still when I press live nothing happens \nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: Zmd31kj260000566\nHuman Agent: Zmd31kj260000566 isn't pulling up any info.  Is this a brand new camera? never setup before? \nHuman Agent: I took out 1 of the zeros and it is a DVR?  ZMD31KJ26000566? Is this the device?\nHuman Agent: DVRs can no longer be viewed on the Zmodo app.  These legacy devices no longer support remote viewing.  They are no longer supported.\nCustomer: No older funlux I been able to view my cameras from my phone up until about 2months ago\nHuman Agent: You can view the cameras connected to your DVR from a monitor but not remotely\nCustomer: Really that doesn't help me is there any other options you guys are wrong for this \nHuman Agent: You may be able to use a 3rd party app for your DVR but that is not something we can help with as legacy DVRs are no longer supported."]
["Customer: Can't get cameras to show up on nvr, some show up on the app though?\nCustomer: -1\nCustomer: Tried those steps \nCustomer: Can't get cameras to show up on nvr, some show up on the app though?\nIf your \nCustomer: -1\nCustomer: Troubleshooting\nCustomer: What button \nCustomer: There isn't one showing just a set up and troubleshoot buttons\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are these new cameras or cameras you previous used with the NVR?"]
["Customer: Set up\nCustomer: trying to set up my camera system \nCustomer: i need the setup for the model zp-nm28\nCustomer: cant get cameras to  connect \nCustomer: i need a real person to talk to\nHuman Agent: The NVR would plug in to power and then you will connect it to the router with an Ethernet cable. That model of NVR likely has a separate repeater that the cameras plug in to for power and internet connection. That repeater would also connect to your router with an Ethernet cable.\nCustomer: I  have 8 camera system I have the following equipment\nCustomer: zmodo model bs-0001 and \nCustomer: zmodel zp-nm28\nHuman Agent: Yes, that is the repeater and the NVR. You would need to connect both devices to power and then each will connect to your router by Ethernet for internet access.\nCustomer: it is saying no harddisk\nHuman Agent: That would mean that there is either not a hard drive in the NVR or that the hard drive in the NVR is not working any longer so the NVR cannot see it.\nCustomer: im not hooked up to the router\nHuman Agent: You would need to connect them to the router in able to see them on your app or on the web app on a computer.\nCustomer: I had them connected for years and they change my router. I was connected to my monitor in another room  I was plugged into the BS-001 lan port to the other box with hdmi\nCustomer: is there a step by step video that i can watch\nHuman Agent: If you have a new router, then you would just want to plug the repeater and the NVR in to the router, rather than plug your repeater in to your NVR.\nCustomer: for this system\nHuman Agent: No, there is not a video that we have. Are you trying to be able to view the cameras on your app and your computer?\nCustomer: I have a monitor set up in our working room to view the cameras. I use to see the cameras on the monitor and my phone. \nHuman Agent: Yes, so if you want to see the cameras on your phone, you need to connect the NVR and the repeater to the router.\nHuman Agent: You do not plug the repeater in to the NVR.\nCustomer: the nvr is the one with all the camera ports?\nHuman Agent: No, the NVR is the Network Video Recorder and it is connected to your monitor. The repeater is what connects and powers the cameras.\nCustomer: ok\nCustomer: let me try that and I will get back to you later.\nHuman Agent: Alright, please do not hesitate to contact us if you need further assistance."]
["Customer: Set up\nCustomer: Set up\nCustomer: 2\nCustomer: Set up\nCustomer: Agent\nCustomer: Hi there \nCustomer: I have 2 smart kit nvr \nCustomer: The ones which allow 4 cameras to record all was working well now after a reset I cannot readd any cameras \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you able to tell me the cameras model and the ID numbers/ I will look them up to see what setups they can use. \nHuman Agent: The ID number will start with ZMD\nCustomer: Ok\nCustomer: Agent \nCustomer: Hi \nHuman Agent: Hi, did you see my messages above?\nCustomer: Hi there \nHuman Agent: did you see my messages above?\nCustomer: I did now \nHuman Agent: Okay, once you have the ID number and the Model just message them into the chat. \nCustomer: D/static_file/418f2714ab_1_20241218144550.png\nCustomer: D/static_file/7da64a3a80_1_20241218144642.jpeg\nCustomer: Ok \nCustomer: Weird as now when I try to add cameras it says no device found in network \nHuman Agent: Are you able to go to the cameras that are still offline to get the ID number\nCustomer: I can see them in the app \nCustomer: But not in the nvr \nCustomer: They are online just not in the nvr recording \nHuman Agent: Okay, Can you try unplugging and plugging in the cameras again? sometimes that can cause the NVR to pull them in to record them again at times. \nCustomer: That doesn’t work either \nCustomer: Let me show you the picture \nCustomer: D/static_file/eb123d7853_1_20241218145140.png\nCustomer: Did something change with Zmodo \nHuman Agent: Yes, no smartkits will be on there, The NVR is on the account already\nCustomer: Ok so how do I add the cameras into it \nCustomer: It used to work by just adding smartkit \nHuman Agent: You don't use the smart kit feature to add the cameras to an NVR its only for adding cameras and NVRs to the account/app. If you cant see the cameras live on the NVR that means the NVR itself is not pulling in the cameras. Sometimes after getting the cameras online again you have to reboot them for the NVR to pick them up, but if you have already done that then you would need to access this NVR directly with a monitor and mouse, Do you have that? \nCustomer: This is a 4 camera nvr no vga \nCustomer: Is there a url I can hit ?\nHuman Agent: No, the NVR is connected to the router, the cameras have to be setup on a wifi coming from that same router, once they are then the NVR will try to pull and add them to itself. If it is not then we would want to check some of the settings on the NVR itself with a  monitor and a mouse. \nCustomer: Ok let\nMe\nKnow the steps \nCustomer: To login to it and will connect\nA monitor AM \nHuman Agent: You would connect a monitor to the NVR, then also a mouse, then using the mouse you would click or right click and open the menu, if this is the first time after you reset it you may have to go through the startup guide first which will explain the step by steps for the guide. \nCustomer: Ok can you send me the guide thanks \nCustomer: And will figure it out tommorow thanks \nHuman Agent: there's not a Guide, its something that once you go through the start up guide you would open the device center then see what is shown, if nothing is shown then you would click the add device option to see if there are any devices on the network to add. If there is not then we would have you check other areas of the NVRs settings one by one to see what it shows. \nCustomer: Ok sound good Thxs \nHuman Agent: No problem, have a good day"]
["Customer: Troubleshooting\nCustomer: I need video client for Zmodo DVR model D9108BH\nCustomer: I need the client for Zmodo DVR model D9108BH.\nCustomer: -1\nCustomer: Representative\nCustomer: You can connect me to a person. \nCustomer: I tried the bot and getting nowhere. \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Unfortunately that DVR is no longer supported so there is not an app I could recommend for it. You may still use it locally hooked up to a monitor. \nCustomer: The DVR client software is not working.  Is there a generic software that I can download\nHuman Agent: You would be able to connect the DVR to a monitor directly, but as it is no longer supported, we do not have software to provide related to the device."]
["Customer: Technical support \nCustomer: Agent\nCustomer: Troubleshooting\nCustomer: Agent\nCustomer: I have a camera I need reset\n\nCustomer: It is a ZP-IBH23-W \nCustomer: Do you need serial number?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device, can you send me all the cameras ID numbers. They will start with ZMD\nHuman Agent: With that I will be able to find the device and see if its possible to do a reset remotely or not.\nCustomer: They are all mounted I only need one reset\nHuman Agent: Okay, I just need that one cameras ID number then.\nCustomer: ZMD17H41F902646\nCustomer: I just powered on\nHuman Agent: This device is currently bound to this account and showing as online, the name for it is \"smart device\" are you wanting to reset it only to set it back up to another network or?\nCustomer: Let me look\nHuman Agent: Okay, If you do not see it on the account try closing and reopening the app or while in the apps device section tap at the top of the screen, drag your finger down, then release and that will refresh the page. \nCustomer: I tried to connect with QR code it would not connect\nCustomer: William be able to get back to you? \nHuman Agent: Yes the chat will still be here, it only will go away when it times out which occurs after 5 minutes of no response from you.\nCustomer: I found it that's good  now \n\nCustomer: Next question .\nI have a 8 channel NVR \nAnd a 4 channel NVR \nHOW DO I COMBINE THE 2 TO GET 12 CAMERAS ON A SINGLE MONITOR?\nHuman Agent: That unfortunately would not be possible, becasue theya re two different dedvices they cant display together on the same monitor\nCustomer: I was told they could before? \nOn same email something you do there\nCustomer: Do they offer a 12 channel or 16 channel NVR?\nHuman Agent: No they cant be displayed both together all at once.\nHuman Agent: We no longer make NVR systems, we stopped making them in 2018 and sold all the stock we had with what was left from then. \nCustomer: I can run the 4 channel on HDMI #2 correct? \nHuman Agent: The 4CH system has an HDMI port so yes. It can work when plugged into a computer monitor with an HDMI cord. It can also work with TVs but some TVs themselves wont display the unit, onyl way to tell if a TV will or will nto work as a monitor would be to try plugging it into one and testign if you can view it or not.\nCustomer: Thank you!\nHuman Agent: No problem any other questions I can assist you with before we go?"]
["Customer: Is guy back \nCustomer: Can my NVR compatible with any wireless z\nCustomer: I’m looking for a replacement for my defect camera \nCustomer: I got ZP-IBH23S \nCustomer: So I’m asking if any new Zmodo wireless camera is compatible with my NVR \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. The majority of our newest devices would not be compatible with NVRs due to using a newer video compression method. For 1080p NVRs though we do have a partner that still produces cameras that are compatible with the NVRs. https://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7\nCustomer: So please that is the camera name \nHuman Agent: I'm not sure what you mean. \nCustomer: The link you sent will help me \nHuman Agent: It is the cameras that would still be compatible with 1080p NVRs, yes. \nCustomer: Ok tks \nHuman Agent: No problem, is there anything else I can help you with for now?"]
["Customer: Troubleshooting\nCustomer: Hi l can’t. View my cameras any more how can we fix this problem \nHuman Agent: Hi my name is Wendy.  The cameras you are wanting to view connect to the back of your NVR named my device1?\nCustomer: Yes\nHuman Agent: Can you view the cameras from a monitor connected to the NVR? just can't view the cameras remotely?\nCustomer: Yes\nHuman Agent: Can you make sure you have a network cable running from the back of the NVR to your router?\nHuman Agent: make sure both ends are plugged in tight or try using a different working network cable\nCustomer: Ok l will try that thanks \nHuman Agent: you're welcome"]
["Customer: Troubleshooting\nCustomer: I have model ZP-IBH2K-S WIRED ZMODO CAMERA THAT WENT BAD. DO U SELL REPLACMENTS\nCustomer: -1\nCustomer: D/static_file/a49e10835a_1_20241015170828.jpg\nHuman Agent: We do not have replacement sPoE cameras available. We have not made and sold those cameras for several years. You can try looking at third party sellers (Amazon, eBay, etc.) for Zmodo sPoE cameras.\nCustomer: Will this camera work ? I bought it as a replacement but it won't link up\nCustomer: D/static_file/3239b975cb_1_20241015171016.jpg\nCustomer: Its wired also with same connection \nCustomer: Or does it have to be exact?\nHuman Agent: Yes, that camera should work. You may need to go in to the NVR and delete the old device from the channel that it was in to make room for that camera to connect to the NVR.\nCustomer: Ok thanks \nHuman Agent: You're welcome."]
["Customer: Nvr blink red\nCustomer: Customer care\nCustomer: Customer agent\nCustomer: NVR is blinking red\nHuman Agent: Could I have the Device ID of the NVR you are working with? It should start with ZMD or GSG and should be on a white sticker on the NVR.\nCustomer: D/static_file/acef0b2057_1_20250228171400.jpg\nCustomer: D/static_file/c0af03fde4_1_20250228171416.jpg\nCustomer: D/static_file/efbcc85aeb_1_20250228171444.jpg\nHuman Agent: Alright, and are you having any issues with the NVR?\nCustomer: No\nCustomer: It’s just blinking red very fast\nHuman Agent: Okay, that is not necessarily a problem. Are there any labels on or next to the light?\nCustomer: What does that mean? I never did that before.\nHuman Agent: It may be several different things. On some NVRs that is just normal and does not mean anything. Are there any labels on the NVR next to the light?\nCustomer: D/static_file/4d5ae74f6c_1_20250228172023.jpg\nCustomer: No\nCustomer: D/static_file/fa6d937e97_1_20250228172034.jpg\nCustomer: D/static_file/62d6055921_1_20250228172051.jpg\nCustomer: I’m not getting no video recording\nHuman Agent: Alright, can you go to the Main Menu? Then click on General Settings and then Disk Drive Info?\nCustomer: D/static_file/3af30f548f_1_20250228172139.jpg\nCustomer: Playback works, but I don’t know why it’s blinking red\nCustomer: D/static_file/2987d19e6b_1_20250228172201.jpg\nHuman Agent: Okay, so the Playback does work?\nCustomer: D/static_file/e0859eb12a_1_20250228172227.jpg\nHuman Agent: Like I said, a red light on the NVR is a normal light on many of the NVRs. So it looks like just a normal light that does not mean anything is wrong.\nCustomer: Yes, playback works. It’s just flashing very rapidly red\nCustomer: D/static_file/50282161fe_1_20250228172452.jpg\nHuman Agent: Yes, I understand there is a red light on the NVR. As I mentioned previously, a flashing red light on many NVR systems is normal.\nCustomer: OK, I’m just gonna cover it with black tape\nCustomer: Because it’s very bright I never seen it before. OK I’m gonna continue the machine flashing.\nHuman Agent: Do you have any other questions?"]
["Customer: Agent \nCustomer: Agent \nHuman Agent: How can I assist you?\nCustomer: Is this Grant\nHuman Agent: Yes. How can I assist you?\nCustomer: You were just helping me with my nvr I did what you said and it says no disc detected \nHuman Agent: Then that means there is either not a hard drive installed, or it may have stopped working. You can try disconnecting the hard drive inside of the NVR and reconnecting it. If that still does not work, then you can replace the hard drive.\nCustomer: Thanks I will try, can I contact you directly \nHuman Agent: You can open the chat and if you get a different agent, you can ask for me. If I am available they can transfer you to me. But the other agents can also see the chat history and assist you just as easily as I can.\nCustomer: Thanks I did not know that \nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: Nvr playback has blank screen for only one camera \nCustomer: Speak to agent \nHuman Agent: Which camera are you not able to view on your NVR?\nCustomer: Hello, I’m having trouble with one of the cameras connected to Zmodo nvr. When playback one of the cameras have a black screen while viewing recording. \nI have tried to reset the nvr box without the Ethernet plugged in and tried to unplug and plug back the camera having the issue\nCustomer: Hmart3\nCustomer: It’s still having the same issue with the black screen viewing recording\nHuman Agent: Do you have the NVR connected to a monitor and a mouse?\nCustomer: Not at the moment \nCustomer: Does it need to be?\nHuman Agent: If you have reset the NVR and restarted the camera, then you would want to check the settings on the NVR and we can also reset in the NVR settings in case it did not reset with the pinhole reset.\nCustomer: This would be in the setting on the nvr ?\nCustomer: What is the proper procedure for nvr reset?\nHuman Agent: You can reset it in the General Settings. But first you would want to check to see if it shows on the monitor or if you are able to see the recording in the monitor. The other thing you would want to check is the Device Management.\nCustomer: What is there to check u under device management?\nHuman Agent: To check whether the device is showing online in the NVR or not. Also to check to see if there is an offline device showing there. The same things that the representative talked about checking when you contacted us previously.\nCustomer: Ok I will check this. \nCustomer: If it is showing online, what would be the issue?\nHuman Agent: There could be several things, so we would want to check and run through them when you have the NVR connected to a monitor and a mouse. You would probably want to reset it in the menu, as well.\nCustomer: Thank you \nHuman Agent: You're welcome."]
["Customer: AGENT\nHuman Agent: How can I assist you?\nCustomer: JUST A MINUTE\nCustomer: I HAVE HAD THIS SYSTEM A LONG TIME\nCustomer: LAST NIGHT MY CAMERAS DISAPPEARED OFF MY APP  HOWEVER I CAN LOOK AT EACH OF THEM ON MY COMPUTER SCREEN\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZPNL18\nCustomer: THE CAMERAS ARE UP IN THE CEILING\nHuman Agent: That is the Model for the NVR. We would want to look at the cameras so that I can look them up in our system and see what you would need to do to get them back on your account.\nCustomer: ZMD131TS1246258\nCustomer: WRONG\nHuman Agent: Is that the Device ID from your NVR system?\nCustomer: ZMD131RA1246258\nCustomer: FROM MY BASE IS THE ZMD NUMBER I SENT\nHuman Agent: Okay, I do not need the information from the NVR. I would need the information from the camera so that I can look it up and we can see what you need to do to resolve the issue with the cameras.\nCustomer: OH MY THEY ARE MOUNTED IN THE CEILING.  CAN I GET IT FROM THE COMPUTER THAT HAS ALL 9 LISTED AND THAT I CAN REWIND ETC\nHuman Agent: No, the Device ID for the cameras would not be listed in the NVR system. It will be on a sticker on the camera.\nCustomer: OK  DO I NEED TO CHAT BACK AFTER I GET  WHAT IS ZMD13JADA279319\nCustomer: I HAVE 2 CAMERS ON MY DEVICE BUT NOT VIEWABLE  \nCustomer: ZMD13JADA277600\nHuman Agent: That is the Device ID for a camera on your account. The camera is offline. But you said that the cameras that you see on your NVR are not on your account, so it would not be those devices.\nCustomer: OK  I WILL GET THESE AND CHAT BACK I DO NOT SEE THEM ON MY APP ON MY PHONE\nHuman Agent: Please contact us again with the Device ID and we will be happy to help get the cameras back on your account.\nCustomer: OK  THANK YOU \nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: agent\nCustomer: agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Hello Kylie.  I have the 1080p sPoE Security System.  The power light is flashing Green. If I reset the NVR, will I have to set up all the cameras again from square 1?\nHuman Agent: are all of the cameras wired or are any of them wireless?\nCustomer: all are wired.\nCustomer: ALL of the cameras are wired. I was told to reset the NVR and if that didn't work to try another ethernet cable and/or router port. I don't want to create unnecessary work for myself.  I'm heading to the site this week (or may have someone go by there) and need to know what steps to take prior to arriving.\nHuman Agent: Okay, no doing a reset will not effect that, the only thing that may change is the name the cameras have within the app, it can name them after the channel they are plugged into, you can unplug it from the rotuer and do the reset to try and keep that from happening, sometimes it will still occur after its plugged back into the rotuer though. \nHuman Agent: you can rename cameras from within the app once again if you need to. \nCustomer: It's been several years since I set up the zmodo and it's been working GREAT up until last week.  IF I have to add the cameras manuall using the device Id, can I do it via the app remotely or will I have to be connected to the same network as the cameras?\nHuman Agent: you will have to be at the location on the same network to add the cameras, it cannot be done by you remotely unfortunately. \nCustomer: Was that what zsight was for?\nCustomer: It's hard to get to the cameras to scan the bar code but I have the device id's documented.  IS the NVR reset and/or changing the ethernet cable and router port your recommendation for the power light flashing green?\nHuman Agent: Zsight is an ilder app that can be used with Legacy devices, do you use Zsight or the Zmodo app to view your cameras typically?\nCustomer: I use the zmodo app. I just want to be able to enter the device id manually in case I need to and zsight was the last app I used to do this. How would I do it now?\nHuman Agent: if your cameras require a QR code to be scanned in order to set them up then they are not a wired camera, only wireless cameras require you to go through the QR code setup to have the camera come online, wires cameras connect directly to the system so there's no need for that. \nCustomer: The cameras are definitely hard wired. \nHuman Agent: If the cameras are online and you are on the network when you press the plus you can chose the option at the bottom that says to tap for an already solid blue device, any device on the network online should pop up there with an ID number and let you add it. \nCustomer: IS the NVR reset and/or changing the ethernet cable and/or router port your recommendation for the power light flashing green?\nHuman Agent: theres a few things you can try, resetting the NVR, you can also try swapping out the ethernet cord and also try unplugging all the cameras then plug them in one at a time and see if any pop up, sometimes if one port or camera is having trouble it can knock all of them offline, kind of like a Christmas trees lights. \nCustomer: Which would you try 'first'?\nHuman Agent: I would try a reset first, then go from there checking the ethernet cord then the cameras. \nCustomer: Does Zmodo still sell the 1080p spoe nvr bundle?\nHuman Agent: no, we do not have any NVRs in stock. \nCustomer: Bummer! I sure wish you had it. It works better than the expensive reolink cameras I also have installed.\nHuman Agent: we stopped making them in 2018, and have sold out of the last model we created, you can still find listings of them on third party sites, but it is more difficult to find the SPOE NVRs. \nCustomer: I sure hope this NVR comes back up! Also, how can I schedule a call back since you no longer accept inbound calls.\nHuman Agent: we do still have calling, its only outbound and it is done via schedule, we send the call scheduler via chat here, I can send you the call scheduler now if you would like to schedule a call, otherwise you can reach out to us when you need and we can send it then as well. \nCustomer: How long does it take to  get a call scheduled?\nHuman Agent: you just have to fill out your information and number (no spacing or dashes) I can send it now for you to check out if you want, its fairly simple. \nCustomer: and once filled out, how long to get a call?\nCustomer: I have to travel 3 hours to get to the site and I'm uncertain which day I'll be going. Just trying to get all my ducks lined up prior.\nHuman Agent: it depends on the time you schedule it for and what is available at that moment, it really can vary depending on what's already been scheduled at the time others also try to schedule. \nHuman Agent: this is what the scheduler looks like, all of our scheduling is done on Central timezone."]
["Customer: Troubleshooting\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: Hey I think I chatted with you previously. I have the 1080p full hd spoe nvr \nI pushed the paperclip into the reset for over 30 seconds and the box did not reboot. So I'm having the same issue with the flashing green light... establishing secure video channel and then connection timed out.  I also replace ethernet cable and plugged into another router port and powered off the router and back on.  Any other suggestions \nHuman Agent: Are you having trouble with the repeater or the NVR?\nCustomer: Yes\nCustomer: You didn't respond\nHuman Agent: I did, you just may not have received my message. I asked if you are having trouble with the repeater or with the NVR?\nCustomer: Nvr\nHuman Agent: Could I have the device ID of the NVR you are working with?  It should start with ZMD and should be on a white sticker on the NVR.\nCustomer: I don't have it \nCustomer: I didn't get that when I had someone go the to do what was suggested\nHuman Agent: Are you there with the NVR at this time?\nCustomer: No\nHuman Agent: Okay, so you would want to be with the system when you are troubleshooting it. Do you have the NVR plugged in to a monitor?\nCustomer: Are you still there\nHuman Agent: Yes, you may want to try to restart or refresh your app if you are not getting my messages.\nHuman Agent: Do you have the NVR plugged in to a monitor?\nCustomer: I'll wait until I'm on-site and try this again and schedule a call\nHuman Agent: Alright, please contact us when you are with the NVR and cameras and we would be happy to walk you through troubleshooting."]
["Customer: Hi, I tried rebooting my dvr, light turned red and it started making beeping noises w\nCustomer: Agent \nHuman Agent: Did you check the connection of the hard drive inside of the NVR system?\nCustomer: Hi Grant, I disconnected my hard drive and plugged it back in, when it is trying to start it makes beeping noises \nHuman Agent: Then it is likely an issue with the hard drive. You can look at a replacement hard drive from a hard drive manufacturer.\nCustomer: Is it a special kind,what do I get \nHuman Agent: I would recommend looking for a hard drive designed for security camera recording, but a normal hard drive would work, as well. The hard drive connection is a SATA connection.\nCustomer: Does storage size matter \nHuman Agent: The NVR on your account can use up to a 2 TB hard drive.\nCustomer: Thanks for helping me today, you have been very helpful Thanks \nHuman Agent: You're welcome."]
["Customer: why is there no information listed for model DVR-H9118V.\nCustomer: it is flickering between signal and no signal\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Unfortunately that system is no longer supported. \nCustomer: it is not connected to wifi. it is a wired system with all cameras directly connected to the unit by wire\nHuman Agent: Yes, unfortunately as I noted, that system is no longer supported. The chatbot is only equipped to give information regarding our current products so it was giving information related to those. \nCustomer: did you see my response\nHuman Agent: Yes, did you see mine?\nCustomer: yes\nHuman Agent: Alright. Is there anything else I can help you with for now?\nCustomer: can you not let me get speak to someone in the technical department who might be able to help me\nHuman Agent: As I mentioned the device is no longer supported. As such, we do not provide support for it any longer unfortunately. \nCustomer: so you wont allow me to speak to an expert\nHuman Agent: You are already speaking with tech support. We do not provide support for that device any longer. \nCustomer: but you know the archecture of the system generally enough to please assist me as you are the ones who design it\nHuman Agent: Unfortunately that would not be possible as that device is no longer supported. \nCustomer: are you saying you no longer have knowledge of this device how it works?\nHuman Agent: We do not provide product support for this device any longer. \nCustomer: forgive me ...I am still trying to understand what you are exactly saying\nHuman Agent: Unfortunately we would not be able to help troubleshoot this system as it is no longer supported. If you have any questions about products supported in our app, I'd be happy to help, but we would not be able to assist with the DVR sadly. \nCustomer: last question ...can you point me to any one or any where, that might be able to  assist me even if it is outside your organisation\nHuman Agent: No, I do not know of anyone or any company specifically that would be able to assist with your system. \nCustomer: ok thank you\nHuman Agent: No problem, have a good evening! \nCustomer: have a better one"]
["Customer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Hi Kylie, I’m having issues viewing my playback from my local Dvr\nCustomer: It keeps sending me to a landing page that says my cloud subscription is expired \nCustomer: Out of the 8 cameras I have, this is the only one that currently doing that \nHuman Agent: Okay, I will first need to look up the DVR/NVR Can you send me the devices Model and ID number., this will be on the bottom of the DVR/NVR on the sticker, if your able to send a photo of the sticker that would be better though you can type out the ID and Model as well, whichever is easiest for you. \nCustomer: Hi are you there?\nHuman Agent: Yes I replied above, if you cannot see my message let me know and I will resend it. \nCustomer: I did not see it\nHuman Agent: Okay I said \"Okay, I will first need to look up the DVR/NVR Can you send me the devices Model and ID number., this will be on the bottom of the DVR/NVR on the sticker, if your able to send a photo of the sticker that would be better though you can type out the ID and Model as well, whichever is easiest for you. \"\nCustomer: Ok standby\nHuman Agent: Okay\nCustomer: D/static_file/5554ce533d_1_20250213152438.jpg\nCustomer: D/static_file/d344f1cbe1_1_20250213152456.jpg\nCustomer: Did you receive it\nHuman Agent: What you have here is an NVR, not a DVR.  From the app are you viewing the playback by clicking playback on the NVR, then selecting the camera name above? are you able to try that for me then tell me if it gives you the option to select the name of the camera you are having trouble with or not?\nCustomer: It’s showing me the playback now \nCustomer: But for some reason it seems to be missing parts\nCustomer: D/static_file/64d470c9d1_1_20250213153157.png\nHuman Agent: Okay, this camera is dropping on and offline so that's why there is a lack of footage. You can try rebooting the camera by unplugging and plugging it in, otherwise its possible that that the cord on the camera, or the camera itself is starting to have trouble. To test for that really the only thing you would be able to do is to physically swap this camera, with another one that is working fine, then see if it still behaves the same with the other cameras cord, or not. If the cord is going bad then the working camera would behave the same way as this one, if its an issue with the camera itself then the camera will behave the same as it is now. \nCustomer: Ahhh gotcha \nCustomer: That makes sense. \nHuman Agent: Glad to have been of assistance, are there any other questions I can assist you with today before we close the chat?\nCustomer: Thanks for that\nHuman Agent: No problem. Have a wonderful day."]
["Customer: Why my DVR does record but shows black screen when play back?\nCustomer: Agent\nCustomer: Are we still connected?\nHuman Agent: Which NVR on your account are you trying to view the Playback from? And which cameras are you getting a black screen for?\nCustomer: ?\nHuman Agent: Are you receiving my messages?\nCustomer: Yes\nHuman Agent: Okay, so you said that you see a black screen when you try to view playback. There are two NVRs and 5 cameras on your account. Which NVR are you trying to view playback from and which cameras on that NVR show you a black screen?\nCustomer: ZMD12D816000169\nCustomer: Nvr my camera that’s name “hmart3” doesn’t show when playing back\nHuman Agent: And the other two cameras connected to that NVR do show playback properly?\nCustomer: Correct\nHuman Agent: Do you have the NVR plugged in to a monitor?\nCustomer: No \nCustomer: Is it necessary ?\nHuman Agent: Yes, we would want to check the Device Management on the NVR to make sure that the NVR sees the NVR correctly. And then we can check the settings directly on the NVR.\nCustomer: So this is a setting issue not a compatibility issue?\nHuman Agent: It does not look like it should be a compatibility issue, but we would need to troubleshoot why it is not showing on the NVR.\nCustomer: What do I need to look for when going into the setting menu on the nvr?\nHuman Agent: We'll want to open the main menu, go to device management, then check whether this device shows online there. \nCustomer: All camera shows remotely. But could it be still offline?\nHuman Agent: The camera itself is online, but that doesn't necessarily mean it is online in the NVR if it has old information or something like that. So we'll want to make sure it's added into the NVR and showing online in that menu. \nCustomer: Would turning off and on the nvr work?\nCustomer: Is this camera ZMD17G8IG902022\nConnected to any other account beside this one?\nHuman Agent: No, we do not need to turn off the NVR. Are you able to open the main menu on the NVR?\n\nNo, devices can only be added to one account at a time. They may be shared to others, but this is not shared. \nCustomer: I don’t have an option to connect to a monitor to check at the moment \nCustomer: If it does show offline in the nvr menu setting how to resolve that issue?\nHuman Agent: Okay, you could try to reset the NVR via the pinhole on the back of it, but you would need to make sure the ethernet cable to the router is not plugged in when you do that or it would also reset your cameras. That would restore default settings and clear all devices from the NVR allowing devices to freely readd. That said, they would then potentially be in a different order than before and it's possible it may also temporarily remove them from your account as well. \n\nIf it did show offline, we would delete it and then make sure the setting to automatically add devices was on. \nCustomer: Thank you. I will try this\nHuman Agent: No problem, let me know if you would have any other questions. \nCustomer: How long do you press the pin hole for reset? How long does the reset usually take before replugging Ethernet cable?\nHuman Agent: It could be around 15-20 seconds, mostly just until you've seen the system restart if you can tell from the lights. Once that is done, I'd wait around a minute to plug the ethernet cable back in. \nCustomer: If nvr is reset. Do have to add the nvr again to my account?\nHuman Agent: No, the NVR will remain on the account, but it's possible it could remove the cameras temporarily. It'd likely readd them on it's own, but if not, you could add them again by connecting your phone to the same wifi network the camera is on, open the app, go to devices, then add device, then the 4 squares in the top right, then choose the \"Tap here to add it\" option at the bottom of the page. \nCustomer: Ok thank you \nHuman Agent: No problem."]
["Customer: Customer support \nHuman Agent: How can I assist you?\nCustomer: First thing is. I would like to compliment the excellent customer service from Kylie in my last support session. Great customer service res Ed my issues throughly \nHuman Agent: That is great. I am glad that you had a good experience with Kylie. I will pass that along.\nCustomer: Second item \nCustomer: I have a zmodo mini currently set up ND working \nCustomer: I have a home nvr and would like to view the video stream from that camera on my nvr. How do I access the ip rtsp or mjpef video stream on my network \nHuman Agent: There would not be a way to access the RTSP or MJPEG footage. The video is viewed through the app. If you have a Zmodo NVR, then the camera could connect to it through the router. But if it is a third party NVR, then it would not be compatible with a Zmodo camera.\nCustomer: How would it connect through the app to the nvr\nHuman Agent: Is it a Zmodo NVR?\nCustomer: I think so\nHuman Agent: Could I have the Device ID of the NVR you are working with? It should start with ZMD or GSG and should be on a white sticker on the NVR.\nCustomer: I can't find it. \nHuman Agent: Is there any information on the NVR?\nHuman Agent: Is there a Model or any branding on the NVR?\nCustomer: What is the port I need to use? \nHuman Agent: You would not do anything to the ports or port forwarding for a Zmodo NVR.\nCustomer: Hmm okay"]
["Customer: What can I do to get a new four channel repeater I have lost the picture to my system and have already tried a new DVR\nCustomer: Is there a chance I could talk to somebody on the phone and order a new repeater? If so, what is the phone number?\nHuman Agent: Hello, my name is Grant. If you need a replacement repeater, then they can be purchased here https://www.ebay.com/itm/375286206306?itmmeta=01HQXP2BEMQV0GDRFPDTNVHBYK&hash=item5760cd0f62:g:-gcAAOSwCrRl4h5O\nCustomer: Already tried eBay\nHuman Agent: What do you see when you go to the URL that I sent?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: My NVR is not connecting to my Internet. Do I have to hardwire it with an ethernet cord\nCustomer: How do I configure my NVR when there is no way to access it it’s just a box. There’s no remote. There’s no mail I mean how do I connect it? There’s no monitor.\nCustomer: How do I update my Wi-Fi settings in the app for the NVR not for the cameras\nCustomer: Set up\nCustomer: I’m not sure as to which set of method I need to use to set up my NVR and my cameras as well\nCustomer: I have one camera set up the other ones aren’t plugged in at the moment and I have my NVR connected to my TV and it’s showing all black. It’s not showing the one camera camera only shows on my phone and a lot on my NVR are green and it will not let me connect to nvr from my phone\nCustomer: I need help setting up the NVR connecting it to the Internet how do I do that without the Internet cord because I do not have an ethernet cord I’ve always used an ethernet cord, but my ethernet cord got burned up in Iles fire two months ago\nCustomer: That’s the thing it only asked me for my cameras and I don’t know which method to use to set up NVR through zinc Fuckin QR code beam I don’t know what to use and there’s no way to access anything because there’s no like when I had a mouse I could connect a mouse to it, but I don’t have that either because it burnt up in a fire How am I supposed to type on my NVR without anything to type with? \nCustomer: And the screen isn’t completely blank, showing non-spots were non-cameras could be but the one camera I have connected and it is connected to my Internet because that’s how it’s running off my phone just isn’t connecting to the NVR, which isn’t blinking green. It’s green. would it help to reset it and once I reset it then what which form or connection do I need to use easily link more like I don’t know it all they are there there’s like six of them. \nCustomer: I don’t know what initial set up I used. I’ve had this thing for years and I do not and it did not come with a manual. It came with one page of a manual somebody’s off of eBay and they only had the front page showing what was supposed to be in the box\nCustomer: Oh my God, can you just tell me what I need to do to set up NVR which method to use? I’m ready to chunk these bitches out the fucking window. I have no problem with my Arlo. I have no problem with my entrance, but I can’t even connect my android or my Arlo cameras to DVR. I never have been able to even when I input the IP address so obviously these aren’t really IP camera cameras or SSPOE either Which y’all are selling is Fraudulent equipment \nCustomer: D/static_file/74794e8eba_1_20250226100317.jpeg\nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like your having trouble with the setup, first in order to better assist you I will need to look up the device, can you send me the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid. I will also need the NVRs Model and ID number which is on the bottom of the device on the sticker.\n\nHuman Agent: Could I have the Device ID of the NVR you are working with? It should start with ZMD or GSG and should be on a white sticker on the NVR.\nHuman Agent: The NVR will connect to your router with an Ethernet cable.\nHuman Agent: To get NVRs online you would plug the NVR into the router with an ethernet cord, then plug the NVR into power, the cameras themselves may have a different setup method however and I would need to look those up and the NVR up along with them to know what setup they would sue in order to give you the setup info yo are requesting. \nCustomer: D/static_file/1fe4907ab1_1_20250226101031.jpeg\nCustomer: Digital cameras, I have do not have audio and can I buy cameras that have audio for the The system or can I link any other cameras to my system?\nCustomer: D/static_file/f03e195344_1_20250226101205.jpeg\nCustomer: There is the nvr. \nModel let me see if I can find pictures of all the barcodes on the cameras as the barcodes are not on the cameras anymore\nHuman Agent: The cameras that would work with your Funlux system would be Funlux or Zmodo cameras. It looks like the NVR is a 720p NVR system, so it would be compatible with 720p cameras. The indoor cameras would be the only cameras that would have audio features that are compatible with the NVR. We have not made the 720p cameras for several years, so you can try looking at third party sellers (Amazon, eBay, etc.) to see if there are any for sale.\nHuman Agent: To connect the NVR to your app, you would first need to plug it in to your router with an Ethernet cable to connect it to the network. Then you can do the Smart Kit setup once it is online to connect it to your account.\n\nPlug in the device to both power and the router, make sure your phone is connected to the same router as the NVR.\nOpen the App and confirm you are signed in with the account you want the device linked to.\nTap the plus sign (+) on the top right and select Legacy, then Smart Kit.\nTap the check mark to confirm the NVR is powered up, this will prompt the app to do a network search for the NVR.\nIf the app locates the NVR it will show you the option to select the NVR and Name it. The name goes on the same line as the Device ID, after entering a name you can adjust the time zone and enter a password for your device.\nLastly tap on the checkmark at the bottom to add the device."]
["Customer: Hello I would like to get a live agent \nHuman Agent: How can I assist you?\nCustomer: Hello I would like to know if a 1 tb ssd sata connection will work on an older model zmodo\nCustomer: It is a 4 channel dvr about 12 years old \nHuman Agent: No, an SSD would not work with the system.\nCustomer: So what size hard drive would be ok I used to use a 320 gb but they don’t make anymore only 2 gb \nCustomer: I mean 2tb\nHuman Agent: Could I have the Device ID of the system?\nCustomer: I don’t have it available but it’s a basic 4 channel dvr with for camera purchase about 12-13 years ago from eBay \nCustomer: The dvr size is 3.5 inch that’s all I know m\nCustomer: I mean hard drive size. \nHuman Agent: I would not be able to tell for sure without the model of the system. I would say a 1 or 2 TB hard drive may work. You can also look at other hard drive manufacturers for a smaller hard drive size.\nCustomer: Sounds good I have the dvr in my bedroom this the reason I wanted a ssd due to being more quiet just quirous wanted to know why it won’t work. \nHuman Agent: The DVR is not designed to work with the DVR and NVR systems. It was just HDD systems.\nCustomer: Ok thank you. \nHuman Agent: You're welcome."]
["Customer: What is the power supply specs for the nvr nl18? \nCustomer: -1\nCustomer: My power supply got mixed in with others so what volt and amp is correct? \nHuman Agent: Hello, my name is Grant. The ZP-NL18 NVR system will use a 12V2A power adapter to run the NVR."]
["Customer: Troubleshooting\nCustomer: agemt\nCustomer: agent\nHuman Agent: How can I assist you?\nCustomer: Hello Grant. I'm Pam. I have the 1080p Full HD SPoe NVR and cameras. The NVR power light is flashing green. Ive been instructed by zmodo to unplug the NVR from the router and 'reset' the NVR.  What happens to NVR after it's reset and how will I know it's done?\nHuman Agent: It will reset the NVR back to the default settings. The NVR will reboot when you reset it successfully. If you have it plugged in to a monitor, then you will see it restart on the screen.\nCustomer: sorry, yes\nCustomer: Should the green light then be solid green and will the cameras come back online?\nHuman Agent: The light on the NVR would depend on the NVR and the cameras will come online when they have access to the internet.\nHuman Agent: Do the cameras plug in to your NVR system? Or do you have a separate repeater that they plug in to?\nCustomer: The cameras are plugged into the NVR\nHuman Agent: Could I have the device ID of the NVR you are working with?\nHuman Agent: It should start with ZMD and should be on a white sticker on the NVR.\nCustomer: I don't have that as I'm not onsite. I do have the Camera ids from the app. Can the NVR device ID be found in the zmodo app?\nHuman Agent: No, the NVR is not on your account. That is why I asked for the Device ID/\nCustomer: It should be under my email pgober35@gmail.com\nHuman Agent: It is not on your account. I am looking at your account. You would also be able to see it in your app if it was on your account.\nCustomer: Hold on.. I may have it somewhere\nCustomer: ZMD 14CSE9201049\nHuman Agent: That looks like an NVR system that has a repeater to connect and power the cameras. So the NVR is one device and there will be another device, the repeater, with the Ethernet ports to connect and power the cameras. Both the NVR and the repeater would need to be plugged in to the router to connect to the network.\nCustomer: EVerything has been up and running perfectly for 3 years up until last week when I was unable to see my cameras and when I had someone check the zmodo box, it has a flashing green light.\nHuman Agent: Alright, you will want to check the NVR, the repeater, and the router that they connect to.\nCustomer: What do you mean?  THe other camera system plugged into that router is working fine  as well as the schlage wifi locks and ecobee thermostat.  I was also told by zmodo to change the ethernet port and/or router port. Would you recommend doing that first BEFORE resetting NVR?\nHuman Agent: You can do it in either order. But if the cameras plug in to a repeater and that is offline too, then you may want to restart the router and check the Ethernet cables first.\nCustomer: OK. THanks.  I may schedule a call when I'm onsite if I need further assistance. Appreciate your help!\nHuman Agent: You're welcome."]
["Customer: I would like to know my camera model \nHuman Agent: HI my name is Wendy\nHuman Agent: Which camera are you wanting to know the model of?\nCustomer: Device ID: ZMD13EGE6000270\nHuman Agent: ZMD13EGE6000270 is SKU: SD-H2917 or Model: ZP-IBH15-S\nCustomer: Thank you! Do you know if any of the cameras in my account can be integrated to a third-party software? \nHuman Agent: You're welcome!  No, none of the cameras can be integrated to a 3rd party software.\nCustomer: Why is that? \nHuman Agent: They are not onvif compatible\nCustomer: Are all zmodo cameras not compatible? \nHuman Agent: Zmodo sPoE and wifi cameras are not onvif compatible\nCustomer: Okay, thank you for your assistance! \nHuman Agent: You're welcome!\nCustomer: Do you know if the support RTSP streaming? \nHuman Agent: They do not support RTSP streaming\nCustomer: Thank you! have a great day \nHuman Agent: Thanks! You too"]
["Customer: I can’t add my device \nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: Ok\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Yess \nCustomer: I will get now sorry \nHuman Agent: No worries\nCustomer: D/static_file/031c3ceaa4_1_20240925092621.png\nCustomer: It’s says it is linked to some mother account when I try add it \nCustomer: Other \nCustomer: Not sure as I have only one email that’s associated with that account \nHuman Agent: It is linked to d_******@outlook.com. Do you recognize and have access to the email? The other thing with this unit is that it will not work on the mobile apps, it is just to old. \nCustomer: Ohh ok yess that’s it they may be it \nCustomer: Why it say it is linked to someother account when try add ?? \nCustomer: D/static_file/2de934fd78_1_20240925093023.png\nCustomer: As that app should work as it’s the old app and has been till last year where it said that after getting new phone I think \nCustomer: How much is a upgrade DVR\nHuman Agent: It is linked to a different account than the one you are contacting me from. We do not have any DVRs for sale, we have not made them in 6 to 7 years now. \nCustomer: Ok \nHuman Agent: Is there anything else we can help with today?"]
["Customer: Set up\nCustomer: DVR does not have a slot for disk\nCustomer: Why does it say to take off DVR civer\nCustomer: Why are the wires disconnected \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you referring to a DVR or an NVR? If an NVR, what is the ID on the bottom of it? It would start with 14, 15, or ZMD typically. \nCustomer: There's two wire connectors that are not connected to each other \nHuman Agent: Are you referring to a DVR or an NVR? If an NVR, what is the ID on the bottom of it? It would start with 14, 15, or ZMD typically. \nCustomer: It's a zomor h264 wired system 8 channels \nHuman Agent: Are you referring to a DVR or an NVR? If an NVR, what is the ID on the bottom of it? It would start with 14, 15, or ZMD typically. \n\nCustomer: D/static_file/b28ab1cefd_1_20250305164539.jpg\nCustomer: D/static_file/85cf70f6ed_1_20250305164555.jpg\nHuman Agent: Unfortunately DVRs are not supported in the app and we would not be able to assist with troubleshooting. You may still use them locally, but we would not be able to provide assistance. \nCustomer: Suck it\nHuman Agent: If you continue to be inappropriate, the chat will be closed. Otherwise if you have any questions about our current devices or app, please let me know and I'd be happy to help."]
["Customer: It says in the app that all of my cameras are offline and I tried unplugging everything and tried deleting the whole system and re adding it but nothing works to show me my cameras \nCustomer: They are not wireless cameras they are all wired to the hub\nCustomer: Can I talk to a real person \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. If you hold your hand over the lens, does the red night vision light come on or do you hear a click?\nCustomer: No\nCustomer: Where all of my cameras plug into a hub I believe called an SPOE Repeater the lights show that the cameras have power with a yellow indicator. But then once all 6 are plugged none of them have a yellow light \nHuman Agent: Okay, is there a particular camera that when you plug it in, the lights go out? Or is it just when you've gotten 6 plugged in total?\nCustomer: There isn’t any specific one that makes them turn off once I have maybe 2 of any of them in they won’t come on but if I were to only leave one plugged it it acts as if it is very faulty with the light coming on then shutting off depending on how the wire is touched. But then once more than two are plugged in it doesn’t matter how you touch any of them none of them light up \nHuman Agent: Going out based on how the wire is touched sounds like some sort of possible short, but I wouldn't expect that with all of your wires at once and at that point would more likely just be an issue with the repeater itself. Unfortunately we have not made sPoE devices since around 2018 so the only comparable device we would have available is this 4 channel NVR to act as a 4 device sPoE repeater. It would need to be plugged directly into the main router and would not be able to have NVR functionality. https://www.ebay.com/itm/375286206306\nHuman Agent: We are closing in 9 minutes. We can continue to help until we close, but the chat will close at that time. I have sent a link to schedule a callback if you would like or if you would prefer email follow up instead, feel free to let us know. \nHuman Agent: We are closing in 5 minutes. We can continue to help until we close, but the chat will close at that time. I have sent a link to schedule a callback if you would like or if you would prefer email follow up instead, feel free to let us know."]
["Customer: Live agent pls\nHuman Agent: How can I assist you?\nCustomer: R u a live agent?\nCustomer: Ok well I ask for help yesterday\nAnd seems my cameras are not sincronize properly still have some issues since the time has changed here in Florida\nAnd one of them is trying to download the firmware\nAnd only says retry again\nAnd is not open\nHuman Agent: Yes, how can I assist you?\nHuman Agent: The time on the cameras would be controlled by the NVR, so you will want to change the time zone on the NVR and not the cameras. The only camera on your account that is showing an update is the camera named \"porch\", and that camera is offline.\nCustomer: Yes \nCustomer: Soo what should I do?\nCustomer: Pls\nHuman Agent: You can open the app and next to My Devices it will say Settings. Tap on that Settings and tap on the NVR named \"Smart Kit\". Then tap on the three dots in the top right corner. Tap on Device Time Zone. If it is not set to the correct time zone, then tap on the correct time zone. If it is on the correct time zone, then tap on another time zone and then tap on Device Time Zone again and change it back to the correct time zone.\nCustomer: I did it on the app\nAnd doesn't work\nShould I connect the nvr to screen computer?\nHuman Agent: Okay, what do you see on the app when you try it? Does it let you choose another time zone?\nCustomer: Nope\nHuman Agent: Okay, so what happens when you tap on Device Time Zone?\nCustomer: I went to all you said\nAnd I am tap in zone change no more options\nStill is set up in eastern us\nHuman Agent: Does it give you a list of time zones to choose from when you tap on Device Time Zone?\nCustomer: Nope doesn't open\nCustomer: But I did it yesterday\n\nCustomer: Yes it gave the option and tap on eastern us\nHuman Agent: Wait, so it does not open? Or is does open?\nHuman Agent: If it is not opening, then you probably selected a camera and not the NVR.\nCustomer: Yes I did it both\nOn the nvr shows different time zone\nHuman Agent: Okay, lets do it now on the NVR, not on the camera. You can open the app and next to My Devices it will say Settings. Tap on that Settings and tap on the NVR named \"Smart Kit\". Then tap on the three dots in the top right corner. Tap on Device Time Zone. If it is not set to the correct time zone, then tap on the correct time zone. If it is on the correct time zone, then tap on another time zone and then tap on Device Time Zone again and change it back to the correct time zone.\nCustomer: Ok \nI appreciate it\nBut I will have to do it later \nI am not at home now\nJust want some info to be prepared\nAnd I have to unplug the one is off\nAnd see if it works\nWith the download filmware\nCustomer: Sorry my friend\nIf issues continues this afternoon after doing the nvr\nI will contact you again\nOk?\nCustomer: Thanks for everything and the tec info\nHuman Agent: Yes, please contact us again. If you are with the NVR, then we can check on the NVR directly.\nCustomer: Ps\nI have another camera brand outside and the update on time zone doesn't automatically\nZmode is a good company\nBut always this little issue with the nvr and time changes\n\nCustomer: Thanks for everything\nHuman Agent: You're welcome."]
["Customer: Agent\nCustomer: Hi I sent an email to support haven’t heard back yet\nCustomer: Two of my cameras lost connection\nCustomer: Is there anyway I can reach someone by phone when I’m with my system?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?"]
["Customer: Hi, I've a 720p sPoE Security System \nCustomer: on the nvr the time and timezone are correct but in the on screen at the different cameras the time 2 hours in the past\nCustomer: If I do that it works for 5min. and than again the time are 2 hours in the past\nCustomer: all this 4 options are done with no effect\nHuman Agent: Hello, you've reached customer care, my name is Kylie. What are the names of the two cameras that have the time wrong on your account? \nCustomer: not two all 4 cams are wrong time\nHuman Agent: Okay, I would like tot ry havign you do a test with the NVR. Do you have a monitor and a Mouse connected to the NVR right now?\nCustomer: yes I have and at the playback/recording the time on the NVR are correct only the on screen OSD time at the CH1/2/3/8 Cam are 2 hours in the past\nCustomer: Currently we have in germany 16:22 and on the OSD at the Cams are 14:24\nHuman Agent: Okay, I would like for you to go into the settigns of the NVR, and change the timezone to a timezone that is wrong, after changing it, back up to show the squares of each of the cameras, and check to see if each of the cameras time changes, when they do all change, let me know and I will give you mroe instructions for this test.\nCustomer: Okay, I'll try and come back asap\nHuman Agent: Okay\nCustomer: time zone changed to central america (current 09:27) and all cams had this time now, but I must be wait 5-10min. because in the past after this time the time from the cams are changed by itself\nCustomer: so now all cams again 14:30 automatic without any doing from my side\nHuman Agent: Okay, can you go into the timezone area and tell me if its set to your timezone in the settings or what it shows there?\nCustomer: I had changed from Berlin to Central America and now back to Berlin at the Time Zone Settings at the NVR System.\nHuman Agent: Right now, you changed it from central america to berlin int he timezone settings?\nCustomer:  But I need a break, okay I must make a short call I think 10min max, if you have any other idear pls send it per mail? to my adress?\nCustomer: at first from berlin to central america to show if the cams sync the time from nvr and now back from central america to berlin\nHuman Agent: Okay, this is a bit difficult to have you do without you being present and at attention, When you are done with your call contact us again and say Agent into the chat, If you do not get me again (my name is Kylie) tell the agent to review the chat, I will have notes for the test so they can continue, I will rememebr you if you happen tog et me again.\nHuman Agent: There's a specific test I'm wanting you to go through but its a multi step process that we have to ask questions for as your doing the steps. Depending on how the NVR reacts to the test that would tell us the issue that's causing this so that's why its important to go step by step with us.\nCustomer: agent#"]
["Customer: person\nHuman Agent: How can I assist you?\nCustomer: hello \nCustomer: i have an older system that now read video loss on every camera \nHuman Agent: Could I have the Model or Device ID of your NVR or DVR system?\nCustomer: where do i find that out - I don't know how to work this thing and never did.  I just keep it going live feed\nCustomer: h.264\nCustomer: as I said it's kind of old\nCustomer: I never figure out how to view on my phone so many things were not set up\nHuman Agent: It should be on a sticker on the bottom of the system.\nCustomer: vr-h9118v\nCustomer: hello\nHuman Agent: Alright, that is a DVR system. If you are getting Video Loss on the monitor, then you may want to check the camera connections on the back of the DVR and then also check the power connection to the cameras. It may be an issue with the cables or the power adapter.\nCustomer: I have 4 camera and there is no video on any\nCustomer: Is there a newer model of this available that is more easier to work\nHuman Agent: Yes, I understand. That is why I suggested checking the connections on the back of the DVR quickly. And then checking the power connection for the camears.\nHuman Agent: We do not make and sell DVR systems any longer. We now make Wi-Fi cameras that you would view through the app.\nCustomer: Ok I have to go to the basement and check all the wires because the back of the DVR seems ok\nCustomer: hold on\nCustomer: please\nCustomer: everthing looks connected \nCustomer: is red supposed to be connected to blue\nHuman Agent: The plugs could be different colors. Just because everything is connected, does not mean it is working properly. You would want to test the power adapter and the cameras. You can unplug the cameras and plug in just one camera. You may also want to try removing the splitter as that could be causing the issue.\nCustomer: do you have an instruction manual how to setup phone to a dvr system?\nHuman Agent: We no longer support the Legacy systems. You would need to try to use a third party app (MEye, Asee+, etc.) and setup port forwarding on your router. You would not be able to view any video though if the cameras are not powered on and connecting to the NVR.\nCustomer: thank you I have to do some trouble shooting \nHuman Agent: You're welcome."]
["Customer: How to reset password \nCustomer: Troubleshooting\nCustomer: Live agent\nCustomer: Agent\nHuman Agent: Are you trying to reset the password to your account? Or are you trying to setup the cameras with a new Wi-Fi password?\nCustomer: Trying to reset password on dvr locally\nHuman Agent: Could I have the Model of the DVR?\nCustomer: ZMSS7009B8-S\nCustomer: D/static_file/8e661fabe5_1_20241015172534.jpg\nCustomer: Don’t have app or anything \nHuman Agent: Okay, can I have the Model of the DVR? There will be a sticker on the bottom of the system.\nCustomer: D/static_file/4af5e295f4_1_20241015172722.jpg\nCustomer: D/static_file/e945210662_1_20241015172744.jpg\nHuman Agent: Okay, that is an NVR system and there will be a pinhole reset button on the back. You can press and hold until the system reboots. It usually takes 15-20 seconds.\nCustomer: Will I loose any recordings? We have no account. Got this when bought house \nHuman Agent: Resetting the NVR would not remove any recordings from the hard drive in the NVR.\nCustomer: Ok thanks\nHuman Agent: You're welcome."]
["Customer: A lot of my cameras are not connecting and I’m not able to purchase the cloud. Who do I contact about this?\nCustomer: What’s the contact information?\nCustomer: Isn’t that who I’m contacting right now? The Customer support?\nCustomer: I’m trying to contact customer support about my cameras\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/4958da5627_1_20240923105632.jpg\nHuman Agent: Okay, that looks like an sPoE camera, which is probably why it cannot be subscribed since it will connect to and record to an NVR system. Could I have the Device ID for the NVR system?\nCustomer: Where do I find that?\nHuman Agent: On the bottom of the NVR.\nCustomer: What is the NVR?\nHuman Agent: The NVR is the Network Video Recorder. It is what the cameras plug in to in order to be connected and get power.\nCustomer: OK, I’m not sure where to find that. There’s like 12 cameras throughout the perimeter of the house.\nCustomer: I think I need a technician to come out and troubleshoot the cameras, a bunch of them don’t work. So I am trying to find out who to contact about that.\nHuman Agent: We do not have on-site technicians. You would want to go to the NVR system that the cameras plug in to. There could be several reasons the cameras are not powering on. It is the NVR that connects and powers the cameras.\nCustomer: I’ve contacted you guys before previously about not being able to purchase the cloud system. He said it was because the system was old. But I need to know who I can contact to upgrade the system.\nCustomer: We purchased the house a year ago and I’m just trying to figure out how to make all the cameras work\nHuman Agent: The camera that you sent the picture of does not connect to the cloud. It connects to an NVR system and it can record locally to the NVR. We no longer make and sell NVR systems, so there would not be a direct upgrade for that. \nHuman Agent: As far as making the cameras work, you would want to find the NVR system that they plug in to so that you can troubleshoot it.\nCustomer: Is there a contact number I can call to talk to somebody?\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Troubleshooting\nCustomer: Agent\nCustomer: Agent\nCustomer: I can’t not see my nvr come up on my phone \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account, one moment. \nCustomer: I have replace the internet and the nvr still not showing up\nCustomer: Also I hard rest the hdd box\nHuman Agent: Okay, on my end its showing that the NVR is not getting any internet, you may want to check the ethernet cord or swap the NVRs Ethernet cord to another port on the router.\nCustomer: Ok\nCustomer: I’ll try that when I get home\nCustomer: Thanks if I have any other questions or suggestions or problems contact you back I am at work \nHuman Agent: Okay, if you still have trouble try connecting a monitor and a mouse to the NVR then contact us again.\nHuman Agent: Have a good day.\nCustomer: Thanks"]
["Customer: Rma 5L00195863\nCustomer: Is there a phone number? \nCustomer: Agent\nHuman Agent: You can tap on Schedule Call to make a callback appointment if you would like to.\nCustomer: Rma 5L00195863\nHuman Agent: How can I assist you?\nCustomer: Can i still send in for repair if no longer under warranty?\nHuman Agent: No, the camera would need to be under warranty to send it in to us to repair or replace the device.\nCustomer: This is for the nvr not the cameras\nHuman Agent: That is the same for an NVR system.\nCustomer: Is there any place you recommend that i send the n r for repair?\nCustomer: Nvr for repair\nHuman Agent: No, we do not have any companies that we partner with or send devices to repair.\nCustomer: Do you sell just the nvr?\nHuman Agent: We do not have any NVR systems for sale. We have not made and sold them for several years. You can try looking at third party sellers (Amazon, eBay, etc.) for Zmodo or Funlux NVR systems."]
["Customer: Real person\nCustomer: Thanks\nHuman Agent: How can I assist you?\nCustomer: I need the eBay address to order the repeater. The last chat or so someone gave me the eBay contact to order. \nHuman Agent: You can purchase a repeater here https://www.ebay.com/itm/375286206306?itmmeta=01HQXP2BEMQV0GDRFPDTNVHBYK&hash=item5760cd0f62:g:-gcAAOSwCrRl4h5O\nCustomer: Thanks\nHuman Agent: You're welcome."]
["Customer: New cameras wont show on nvr\nCustomer: Call back\nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon.  Are you referring to the cameras ZMD19G4IH410168 (Smart Device) and ZMD19G4IH408313 (bsjdhdh)? If so, those cameras are not compatible with NVRs. Additionally, it looks like you have a 720p NVR and the majority of your cameras are 1080p which would have other display issues when viewing on the NVR directly when it is connected to a monitor. \nCustomer: Yes i am referring to those cameras. So they arent compatible with any nvr \nCustomer: All of my other cameras work with the nvr without display issues \nHuman Agent: Correct, those two cameras are not compatible. All the other 1080p ones would have display issues on the monitor when viewing single view or 4 channel view (including the playback view on a monitor). \nCustomer: Okay thank you. I'll have to send them back. \nCustomer: Enjoy the rest of your day\nHuman Agent: Okay, you too!"]
["Customer: Set up\nCustomer: Hello \nCustomer: Set up\nCustomer: I was supposed  to call back months ago to get my system reset up\nCustomer: Agent \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD13HSEB200713\nHuman Agent: Thank you. That NVR is unbound, so you can set it up on your account with the Smart Kit setup in the app.\nHuman Agent: Plug in the device to both power and the router, make sure your phone is connected to the same router as the NVR.\nOpen the App and confirm you are signed in with the account you want the device linked to.\nTap the plus sign (+) on the top right and select Legacy, then Smart Kit.\nTap the check mark to confirm the NVR is powered up, this will prompt the app to do a network search for the NVR.\nIf the app locates the NVR it will show you the option to select the NVR and Name it. The name goes on the same line as the Device ID, after entering a name you can adjust the time zone and enter a password for your device.\nLastly tap on the checkmark at the bottom to add the device.\nCustomer: The account was ser up under another number years ago the person who set it up but it was my system\nHuman Agent: The NVR has been removed from the previous account, so you will want to follow the Smart Kit setup instructions to connect it to your account.\nCustomer: Can someone  call me \nHuman Agent: You can tap on Schedule Call to make a callback appointment if you would like a representative to walk you through the process over the phone.\nCustomer: Iy won't let me submit\nHuman Agent: Remove any dashes or spaces you may have in your phone number."]
["Customer: Troubleshooting\nCustomer: How to connect my devices \nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like you have wired devices. They should be largely plug and play where as long as they're plugged into the NVR and the NVR is plugged into power and connected to the router via an ethernet cable, they should be online typically. \nCustomer: Ok.  I'm going to try and connect now with my phone, following the instructions above and I will let you know. \nHuman Agent: Do you mean the QR setup? That would not apply to your cameras."]
["Customer: Troubleshooting\nCustomer: My Funlux H.264 has been connected to my internet for a while.  It disappeared from my device list and now I can't get it to connect again.  Can you help\nCustomer: This is a digital recorder that operates my wired cameras\nHuman Agent: Hello, you've reached customer care, my name is Kylie. For DVRs we no longer able to provide support you will have to troubleshoot yourself or seek out another system. \nCustomer: Ok\nHuman Agent: Have a great Day"]
["Customer: Hello \nCustomer: I have to bypass the code to my Camara system\nCustomer: -1\nCustomer: Can I get transfered to an agent \nHuman Agent: How can I assist you?\nCustomer: I reset my system \nCustomer: I need to restart my system \nCustomer: Agent \nCustomer: Agent \nHuman Agent: Could I have the Model or Device ID for your system?\nHuman Agent: You have already been connected to a Customer Care Agent."]
["Customer: How to format new video drive in nvr\nCustomer: Live help\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You can format the hard drive in your NVR by connecting the NVR to a monitor/mouse, opening the main menu, going to General settings, then Disk Drive Info on the left, select the hard drive there, then choose to format. \nCustomer: I tried that with a data 500gb drive and got a no imput message \nHuman Agent: What is the model of the drive you are trying to use?\nHuman Agent: Also, the system does not support hot swapping, so if it was not inserted at the time it was powered up, it would not see the drive. \nCustomer: I have to look it up give me one minute \nHuman Agent: Okay. \nCustomer: MMD 500gb data 6.0 gb\nCustomer: That’s data not data \nCustomer: Sata\nHuman Agent: This doesn't seem to be a drive made for constant video recording so it's possible that may be part of the issue if it's not being detected when connected even after being restarted. \nHuman Agent: I would generally recommend this drive if you're replacing the hard drive. https://www.amazon.com/WD-AV-25-TB-Hard-Drive/dp/B007PFQ23C\nCustomer: Ok I ordered the seagate video card \nCustomer: Get back when the new drive arrives \nHuman Agent: What seagate drive did you order?\nCustomer: The same one I removed Video 2.5HDD 500 go Seagate\nHuman Agent: Okay. \nCustomer: Bye \nHuman Agent: Have a good day!"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Hi Mira, I have an older 8 channel system with an NVR containing a hard drive.  Yesterday, the video output stopped working on the NVR.  \nCustomer: chat with someone\nCustomer: customer care\nCustomer: agent\nCustomer: agent\nCustomer: agent\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?\n\nCustomer: hi\nCustomer: I have an older system and it looks like my 8 channel NVR stopped working\nHuman Agent: We have not produced the NVRs in 5 to 6 years so you might not be able to find one for sale, even a used one.\nCustomer: Are there any other compatible devices out there?\nCustomer: Mine is a ZM-SS800DB8-1TB\nCustomer: and is a Model # ZP-NM28\nHuman Agent: Not likely, I am sorry to say\nHuman Agent: I recommend searching that model on ebay \nCustomer: I am now\nCustomer: The only one I see is $250 - ouch\nCustomer: What other options do I have to keep my system running?\nCustomer: It looks like my phone app is still working, but I imagine the continuous recording is no longer available\nHuman Agent: The cameras will keep working but correct the continuous recording would not be working. \nHuman Agent: There isn't any other brand that will work.\nCustomer: Is there a way to get a real-time display that just cycles through my cameras?  And then I could consider a subscription to record events\nHuman Agent: Not on the app current. But you can look at our partner app Smartz it has house hold plans which allows you to subscribe multiple cameras as long as they are at the same location \nHuman Agent: You would just sign in with your Zmodo account \nCustomer: I have the Smartz app.  I think it may have been you that suggested that to me previously.  But I didn't need to subscribe then because the NVR was working.\nCustomer: If I connected an old lap top to my network then could I use a website connection to display my current images (perhaps even cycle through them)?\nHuman Agent: You would need to manually change through the camera views. \nCustomer: I was just trying that now on this computer. \nCustomer: I can only view one camera realtime?\nCustomer: Is there a split screen feature?\nHuman Agent: There is not \nCustomer: Sounds like a good feature to add in the future :) \nHuman Agent: Yep its something we have requested \nCustomer: So if I replaced the entire system, is there anything you presently have which could give me realtime views cycled through\nCustomer: I've gotten used to a monitor in my office that shows me everything around the house\nHuman Agent: No we do not have any NVRs \nCustomer: ok thank you, As we were talking I just found a bit of a work-around.  I opened up multiple web browsers on my computer and logged in 3 times to the Zmodo web app and I'm displaying a different camera on each window.  It appears to work\nHuman Agent: That works \nCustomer: I'm not sure if the web app will stay connected forever or if it will time out, but at least it's something\nHuman Agent: It works for a couple hours but does time out. Refreshing the page should bring it back \nCustomer: ok thank you that's helpful.  So just to summarize, you presently don't have any systems which support a continuous display\nHuman Agent: Correct\nCustomer: Thank you, Marcella.  I think you've answered all my questions for now.\nCustomer: Actually 1 more question\nHuman Agent: Sure\nCustomer: Do you know if there were any NVR's that you previously made which would be compatible with the one I have?  Just in case I find a used one of a different model\nHuman Agent: No there isn't any that would be \nCustomer: ok thank you\nHuman Agent: You're welcome, is there anything else we can help with today?"]
["Customer: Hey guys, I have 8 cameras set up at my house but only 2 of them are on my account. How do I get the other 6 set up. Also I was looking at your cloud subscription and it wants me to pay a price per camera. That seems exorbitant considering that ring only charges one subscription of about $100 for up to 8 or 10 cameras. Why are you guys so much more. For 8 cameras that $4-800 dollars per year. What am I getting with you guys that I could not get with ring?\nCustomer: -1\nCustomer: Hey guys, I have 8 cameras set up at my house but only 2 of them are on my account. How do I get the other 6 set up. Also I was looking at your cloud subscription and it wants me to pay a price per camera. That seems exorbitant considering that ring only charges one subscription of about $100 for up to 8 or 10 cameras. Why are you guys so much more. For 8 cameras that $4-800 dollars per year. What am I getting with you guys that I could not get with ring?\nCustomer: Customer service\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: All of the cameras are mounted and I cannot get to them at this point. One of them is quiet a ways up in my roof. Is there any other way you can find them. They are all connected to the same box in my house.\nHuman Agent: You can try connecting the NVR to your account. If you have an NVR system, then you may not want to get a Cloud Plan as you can record locally to a hard drive in the NVR.\nCustomer: What is the nvr\nHuman Agent: Network Video Recorder, it is the \"box\" that your cameras plug in to.\nHuman Agent: Could I have the Device ID from the NVR?\nCustomer: I'm not at home at the moment. When I get back to the house I will take a picture and send it to you if that works.\nHuman Agent: Yes, please contact us when you are with the NVR and we will be happy to help with the system and getting it on your account.\nCustomer: Thank you\nHuman Agent: You're welcome. Do you have any other questions?"]
["Customer: need help finding compatible cameras\nCustomer: zp-nl14-s\nCustomer: rep please\nHuman Agent: Hello, you've reached customer care, my name is Kylie. For NVRs we directly do not have any compatible cameras, all of our newer cameras do not work with NRVs. You would have to look on third party's for some of our older models of cameras to find one compatible with your system. \nCustomer: ok just to be clear when searching I want to look for NVR or NRV? \nHuman Agent: NVR is what zp-nl14  is\nCustomer: Also for the potential i need to replace all cameras and base, is there anything with the same wiring as i have that hardwired through the house. ie. Replace the base and all cameras but use same cables. \nHuman Agent: Do the cameras plug into a normal wall outlet or do they plug into a repeater for their power and internet? \nCustomer: the plug into the back of the base is like an ethernet cable which then runs to the camera and plugs in micro usb. \nHuman Agent: Okay, that sounds like you have wired cameras, it possible that the cameras may be a 2nd or 3rd generation camera (if its a female micro USB on the cameras end its a 3rd generation, if its a Male then its a 2nd generation) None of our new cameras are wired like this and plug into a normal wall outlet for their power so you would not be able to keep the same wiring."]
["Customer: Hello There! \n\nWe just switched our WiFi provider from BrightSpeed to Starlink and cannot get our cameras to connect\nCustomer: I’ve tried unplugging the cameras. \n\nThe light on the Zmodo router is green. I’m not sure if I’m suppose to connect it to the starlink router or not. \nCustomer: Thank you so much. I will try to play around with the system some more, to see if I can’t get it connected. \nCustomer: Do you know if I’m suppose to have the blue cord connected on the back of the Zmodo router connected to the starlink router??\nCustomer: Okay. Thank you. Not sure where our manual is anymore. \nHuman Agent: Hello, you've reached customer care, my name is Kylie. You would plug the ethernet cord from the NVR into the router."]
["Customer: Hello, I am trying to connect to cameras on a house that I bought\nCustomer: How to reset my cameras\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: Where is the reset button for serial number 045C069104CD\nCustomer: Agent\nCustomer: Agent\nCustomer: Okay, hi Grant\nCustomer: I have 3 zmodo cameras on the new house that I bought\nHuman Agent: Could I have the Model or Device ID of the cameras?\nCustomer: D/static_file/49b29e7cbe_1_20250227112951.jpeg\nCustomer: They all look the sane\nHuman Agent: That looks like an sPoE camera, so it will plug in to a NVR or repeater.\nCustomer: They are wired\nCustomer: D/static_file/560d42ed86_1_20250227113143.jpg\nCustomer: Their wires go straight into the house\nCustomer: D/static_file/600edc6693_1_20250227113204.jpg\nCustomer: This is another camera \nHuman Agent: What is on the bottom of the camera? It looks like there may be a model for the camera.\nCustomer: D/static_file/b70d3f8aa6_1_20250227113317.jpg\nCustomer: Yes\nCustomer: Zo-ibh15-s1?\nHuman Agent: Okay, yes, that is an sPoE camera. So it will plug in to an NVR or a repeater to connect and power. So I would need the information from the NVR or repeater.\nCustomer: ZP-IBH15-S1\nCustomer: The wires go straight in under the roof of the house; how do I locate that?\nHuman Agent: It would be somewhere in the house. I do not know where it is in the house. It will be a box with Ethernet cables or Ethernet ports on it.\nCustomer: Is it this? \nCustomer: D/static_file/0b8590db75_1_20250227113747.jpg\nCustomer: D/static_file/ddd7f0d988_1_20250227113805.jpg\nHuman Agent: No, those are not Ethernet ports.\nCustomer: That’s what I thought.. \nCustomer: Any educated guesses where this Ethernet cables box may have been placed?\nHuman Agent: Unfortunately, no. I do not know the house or where they may have placed it.\nCustomer: Is there a common place these things are typically placed?\nHuman Agent: Not really, no.\nCustomer: Welllp, sounds like I am SOL until I find that box? \nHuman Agent: Yes, the cameras are connected through the NVR system. So we would need the information from the NVR to look it up."]
["Customer: Nvr problems\nCustomer: Unable to addcameras\nCustomer: -1\nCustomer: Only 2 wireless cameras will add\nCustomer: -1\nCustomer: Customer service \nHuman Agent: Could I have the Device ID of the NVR you are working with? It should start with ZMD or GSG and should be on a white sticker on the NVR.\nCustomer: Zmd11jk16000765\nHuman Agent: Alright, and which cameras are you trying to connect to the NVR? Could I have the Device ID for that camera? Then can you unplug the camera and plug it back in?\nHuman Agent: I want to let you know that the Live Chat support will close in 10 minutes. If we run out of time, then I will send you an invitation to schedule a callback appointment.\nCustomer: Every time I tried to add cameras it automatically and randomly selected 3 cameras. Not 4. Then I reset it and deleted it a couple times.\nCustomer: Now it has only added 2.\nCustomer: One of the cameras that was reset when I reset the NVR can't seem to find it's way back either by Zink or qr method\nCustomer: I was told that there was some way of manually selecting the cameras for the NVR but I don't see how \nHuman Agent: Do you have the NVR plugged in to a monitor and a mouse?\nCustomer: No\nHuman Agent: Okay, you would need to do that in order to connect specific cameras to the NVR. You can go to the Device Management settings and turn off the setting that automatically adds devices and add specific devices manually.\nCustomer: Ok. That's inconvenient that you can't do that from the app or desktop app.\nCustomer: How do I get my camera back online. Zink doesn't work at all and the camera is on the roof in direct sunshine so I can't get the QR to work either\n\nHuman Agent: The other option is unplugging the NVR from the router and resetting the NVR. Then you can unplug the cameras you do not want connected to the NVR and have just the cameras you want on the NVR plugged in and connected to the router. Then you can connect the NVR back to the router. Once the channels have filled and the cameras you want are assigned, then you can plug the rest of the cameras back in.\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Im going to the back yatd\nCustomer: Zmd12kc83247533\nHuman Agent: You would want to unplug the camera, plug it back in, and then check for the light. If the light is flashing green, then look for the ZMD_SAP network. You will want to be within a few feet of the camera. Then you can do the Zink setup.\nCustomer: When I tried zink it didn't add\nHuman Agent: The Live Chat support will be closing. You can tap on Schedule Call to make a callback appointment."]
["Customer: Troubleshooting\nCustomer: Camara says connection timed out. How do I reconnect it\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you referring to the NVR on your account named RYGELSKI?"]
["Customer: Customer service\nCustomer: I need customer support number\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: I am able to log in in my phone but not in my hard drive\nCustomer: ?\nHuman Agent: If you are trying to log in to your NVR, there is usually no password by default. So you can try leaving it blank. If that does not work, then the other common default password is 111111."]
["Customer: My NVR is not recording. \nCustomer: I did the restet and the red light stays on\nCustomer: -1\nCustomer: The nice light is res\nCustomer: The nvr light is red\nCustomer: Need further assistance\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are the cameras wired to the NVR or into a wall outlet for power?\nCustomer:  No into wall outlet \nHuman Agent: Okay, On the account it looks like the NVR named NVR is currently online, is that the one we are working with today or do you have another NVR besides that one?\nCustomer: Yes but I can only see movement but no recording \nCustomer: I have 8 cameras and one nvr. Worked great before and I can monitor video. I can no longer see videos just a quick 5 second movement when it’s activated when someone passes bu\nHuman Agent: Okay, something may be wrong with the HDD or it may need formatted, Lets see if we can have you check the playback directly on the NVR, to do that you would need a monitor and a mouse connected to it do you have that?\nCustomer: Ok I’m not there right now. I’ll try that when I get home. \nCustomer: D/static_file/40f66c6411_1_20241205112300.png\nHuman Agent: Okay, we will be open until 6PM central time with live support.\nCustomer: Thank you\nHuman Agent: No problem mate, have a great day."]
["Customer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\n\nCustomer: D/static_file/65042118cd_1_20250225144729.jpg\nCustomer: I'm having trouble linking my device to the App\nHuman Agent: I will need to look up the device, can you send me all the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid. \n\nCustomer: D/static_file/b809302498_1_20250225145057.jpg\nCustomer: D/static_file/7e85b2f433_1_20250225145128.jpg\nCustomer: D/static_file/51ace44302_1_20250225145143.jpg\nHuman Agent: I cant see the NVRs sticker clearly, can you try to send a better photo of its sticker please\nCustomer: D/static_file/e57d0f905a_1_20250225145302.jpg\nHuman Agent: Thank you, One moment while I look up this NVR\nHuman Agent: Its not bound to any account, I did a reboot for the NVR, can you try adding it to your account again, you may have to close and reopen the app, if you are able to add it successfully let me know. \nCustomer: What happens is that the account that is linked was from the person who sold me the camera kit. That person passed away and I had no further contact with him and when I came to install the camera kit in my house, which I already had installed, he tells me to enter the account that he has or to contact support. That is why I am contacting him because I do not have that account. \nHuman Agent: This NVR is not bound to anyone's account\nCustomer: What do I do? I try to add it again to see?\nHuman Agent: Perhaps you did not see my previous message I said \"Its not bound to any account, I did a reboot for the NVR, can you try adding it to your account again, you may have to close and reopen the app, if you are able to add it successfully let me know. \"\nCustomer: ok let me try again \nHuman Agent: Okay"]
["Customer: Agent\nCustomer: Agent \nCustomer: 1\nHuman Agent: How can I assist you?\nCustomer: I don't have any chat history my NVR is showing a solid red light and \nCustomer: A message on the screen asking if I need to format a disc I click cancel but why is the light on my NVR red\nCustomer: D/static_file/6d377d53a9_1_20250311131639.jpg\nHuman Agent: That means the hard drive in the NVR is not formatted or not working properly. So you would want to format the hard drive in the NVR.\nCustomer: I clicked that in the little thing just kept spinning and spinning it never did anything\nHuman Agent: If it still does not work after that, then you can replace the hard drive inside of the NVR.\nCustomer: How do you replace it\nHuman Agent: You can check the hard drive information in the settings. Click on the Main Menu button at the bottom left corner of the task bar. Click on General Settings and then click on Disk Drive Info.\nHuman Agent: You would remove the hard drive from inside of the NVR and connect a new hard drive. You can open the NVR on the bottom of the system.\nCustomer: Is there a way for me to order a new NVR \nHuman Agent: We do no longer make or sell NVR systems and have not for several years. You can try looking at third party sellers (Amazon, eBay, etc.) to see if there are any Zmodo or Funlux NVRs for sale.\nCustomer: Sorry I got busy thank you so much"]
["Customer: Why is my dvr no longer supporting 24/7 recording? \nCustomer: I didn’t have a subscription before, why has this changed?\nCustomer: It seems I’m being pushed to the cloud and the whole reason I purchase this years ago is because it didn’t require a paid service\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account\nHuman Agent: Your system is a DVR system, we are no longer providing customer support for DVR systems. For managing your DVR system it is also only supported through Local viewing  not remote viewing in the app. If you have trouble and need further assistance you will have to troubleshoot the devices on your own. \nCustomer: I’m fine with that, but the app is not letting me view locally and is saying I need a subscription \nHuman Agent: The app is remote viewing, you are not able to use it for the DVR. \nHuman Agent: Local viewing is with a monitor and a Mouse\nCustomer: Hmmm. It used to work just fine.\nHuman Agent: It is no longer supported. \nHuman Agent: All of our Legacy systems are no longer compatible with our apps."]
["Customer: Need to talk to agent\nCustomer: Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I can’t reach recording now, where live is working fine but I can’t access recording anymore \nCustomer: I sent email to Wendy M but she is not responding now \nHuman Agent: Your NVR is currently offline, its not getting any internet\nHuman Agent: Your cameras individually do not have a subscription on them so with the NVR being offline they cant communicate with it and would onyl make short clips which can be found in the alert area.\nCustomer: I see it\nHuman Agent: On my end its showing that the NVR is not getting any internet. Are you able to check the Ethernet cord going from the NVR to the router? if tis not loose then I would advise first trying another ethernet cord.\nCustomer: D/static_file/9e878789eb_1_20250217164715.jpeg\nCustomer: D/static_file/5dc4e728a1_1_20250217164741.png\nHuman Agent: Thats not the same NVR as on your account, theres an NVR on your account named Avista, its ID number is ZMD14DCE9202256\nCustomer: Can you call me?\nHuman Agent: We can do phone support over phone call, sure. We do all out calling via scheduling so I would send you the call scheduler for you to submit the call. \nHuman Agent: Let me know if you have any trouble with scheduling the call. all the times are for central time zone and it does not accept any spacing or dashes in the phone number area.\nCustomer: Nothing today?\nCustomer: Can you just change NVR ID for now? And may it will help?\nHuman Agent: I don't control the scheduling, if its not allowing you to select a time today then that would mean those times are fully booked, we are only open for live support until 7:30PM central time for phone support. \nHuman Agent: I cant change the NVRs ID thats a built in ID. \nHuman Agent: I found the 15XP73FM504C55H NVR, it looks like for this NVR its bound to another account that was started with a phone number and not on this email, do you have multiple accounts that you use?\nCustomer: Yes\nHuman Agent: Did you see my previous messages\nCustomer: Yes we do\nHuman Agent: Okay.\nCustomer: How we can switch to this location?\nHuman Agent: You would delete the NVR then add it to this account, or you would delete the cameras from this account and add them to the other account with the NVR, its one, or the other which ever you prefer. \nHuman Agent: Do you not have the NVR ZMD14DCE9202256 anymore? its on this account. \nCustomer: It is off now\nHuman Agent: Pardon? \nCustomer: It is old device that we don’t use anymore \nCustomer: How I can playback from from my onsite computer ?\nHuman Agent: Okay\nCustomer: Ok\nCustomer: I don’t know what to do if you going by serial number and not by NVR that connected on site\nCustomer: If I rename to Avista it will not work?\nHuman Agent: The NVR with the ID 15XP73FM504C55H Is tied to another account right now, if you want it on this account you would have to delete it from the account its currently tied to then add it to this one. \nHuman Agent: The other accoutn was created with a phone numebr, I cant give you the whole number but the number ends with 80\nHuman Agent: If you have access to that account you can log into that account, delete the NVR, then log back into this account and add the NVR to this account instead. \nCustomer: Login where?\nCustomer: I’m already in my account I just sent you my screenshot \nHuman Agent: I did not recieve any screenshots. Right nwo your contacting me from an account you created with an email, the email is \nmanager@equityms.com\nCustomer: D/static_file/df48c72e2d_1_20250217172656.jpeg\nHuman Agent: Your only trying to view the NVR locally, thats not from the app. \nCustomer: Is this what you are talking about?\nHuman Agent: No, you cant delete the NVR from the NVR locally from the app, you would only delete the NVR from the app from the app itself \nHuman Agent: You would log out from this account from the Me section, then login with the phone numebr account, then delete the NVR, then add the NVR to this \nmanager@equityms.com account if you want them to all be on the same account. \nCustomer: Ok I’ll try to do it and if not I’ll contact you again \nHuman Agent: Okay\nCustomer: Then why I can’t see recording on my pc?\nCustomer: It is there I can see timeline but when press play nothing shows me on local computer \nCustomer: Didn’t you see my question?"]
["Customer: Troubleshooting\nCustomer: talk to agent\nCustomer: i want to connect my zmodo nvr with my account\nHuman Agent: Could I have the device ID of the NVR you are working with?  It should start with ZMD and should be on a white sticker on the NVR."]
["Customer: Set up\nCustomer: I have smartz installed on android how do i add device zp-ne14s 4 camera  wired system  \nCustomer: it asked me enter wifi password and scan qr code i cant scan camera is on roof\nHuman Agent: Hi my name is Wendy\nHuman Agent: What are the device IDs on the NVR & cameras you are wanting to setup?\nHuman Agent: The device ID will be listed on a sticker on the bottom of the NVR and on stickers on each device.  The IDs will start with ZMD or 1\nCustomer: 1433508489\nHuman Agent: 1433508489 is a legacy NVR that no longer supports remote viewing.  You can view the cameras connected to this NVR by connecting a monitor/mouse to it.\nHuman Agent: This type of NVR can no longer be viewed remotely\nCustomer: can i do it using a different  app \nHuman Agent: No, the Zsight app which this NVR used to use is no longer supported.  \nCustomer: you cant think of any solution ?\nHuman Agent: connect a monitor/mouse to the NVR to view the cameras directly from the NVR\nCustomer: i do that ,i need remote access\nHuman Agent: This NVR no longer supports remote access"]
["Customer: i need a recording of jan 15 2025 to send in an email to my attorney > how can i do this ?\nCustomer: agent\nCustomer: ok\nCustomer: are you there\nHuman Agent: I was taking a look at your account. There is an NVR on your account and the footage may record locally to the NVR. Are you able to tap on Playback for the NVR in your account? Or do you have the NVR connected to a monitor or television?\nCustomer: hello"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: No dvr working\nCustomer: Not working. Screen is black\nCustomer: Customer support \nHuman Agent: Could I have the Model of your DVR system?\nCustomer: Yes\nCustomer: Zp-nj18-s\nHuman Agent: Alright, that looks like an NVR system. Do you see any lights on the NVR system?\nHuman Agent: There should also be lights on the ports on the back where the cameras plug in to the NVR.\nCustomer: I don't know where the problem \nCustomer: The screen don't wana turn on too\nHuman Agent: I asked about lights on the NVR to determine if the NVR itself is turning on. A black screen on your monitor could be an issue with the NVR, but it could also be an issue with the monitor itself.\nCustomer: I think nothing is working \nHuman Agent: Are you there with the NVR right now?\nCustomer: I need a new camera outside or just NVR system \nCustomer: Yes\nHuman Agent: Do you see any lights on the NVR system? There should also be lights on the ports on the back where the cameras plug in to the NVR.\nCustomer: No\nCustomer: All dead\nHuman Agent: Alright, is the NVR plugged in to an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: No lights \nCustomer: Yes\nHuman Agent: Yes to which case? Is it plugged in to an extension cord or a power strip?\nCustomer: D/static_file/674aa28b0a_1_20241230150412.jpg\nCustomer: D/static_file/634c7c574e_1_20241230150416.jpg\nCustomer: I sent photos \nHuman Agent: I see the images, they do not answer my question about how the NVR is powered. You just answered \"Yes\". \nHuman Agent: Yes to which case? Is it plugged in to an extension cord or a power strip?\nCustomer: I need new direction that's it please \nCustomer: D/static_file/0c2c9d02d3_1_20241230150626.jpg\nCustomer: D/static_file/e263c01e7d_1_20241230150630.jpg\nCustomer: This is everything \nCustomer: D/static_file/aaf684415d_1_20241230150703.jpg\nHuman Agent: Are you receiving my messages? \nCustomer: Yes\nHuman Agent: Is the NVR plugged in to an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: I can't understand whT exactly you need that's why I sent pictures \nCustomer: Directly \nHuman Agent: I am asking the questions that I need answers to. Some NVR systems have an On/Off switch on the back. Does your NVR have that switch on it?\nCustomer: No\nCustomer: D/static_file/46060ce954_1_20241230151152.jpg\nHuman Agent: It looks like there might be lights on the ports where the cameras plug in. Are the green or yellow lights turned on on the Ethernet ports where the cameras plug in?\nCustomer: No\nCustomer: Alloff\nHuman Agent: Alright, then there are a few troubleshooting things you can try. You can try plugging the NVR in to a different outlet. You may also want to try unplugging the Ethernet and VGA cables from the back of the NVR and see if it powers on with no connections as there may be a camera or cable causing a short.\nCustomer: D/static_file/f6c9e2a73d_1_20241230151624.jpg\nCustomer: I think the whole NVR is burned down i tried everything you said for the whole week\nHuman Agent: The other thing that can cause power issues is the hard drive inside of the NVR. You can try disconnecting the hard drive and then power the NVR back on.\nCustomer: Do you sell new or used NVR\nHuman Agent: We have not made and sold NVR systems for several years. Unfortunately, we do not have any available. You can try looking at third party sellers (Amazon, eBay, etc.) for a Zmodo or Funlux NVR system.\nCustomer: Ok .if I want new cameras which one working for me? Shirley's or wired\nHuman Agent: We sell Wi-Fi cameras currently. The cameras would plug in for power, but would connect to the internet through your Wi-Fi network."]
["Customer: All my poe are offline\nI replaced the switch but no good\nJust this morning\nOnly the wireless works\nAll six poe are suddenly dead\n\n\nCustomer: i have zmodo bs0001\nCustomer: and zp nm28\nHuman Agent: Could I have the device ID of the NVR you are working with?  It should start with ZMD and should be on a white sticker on the NVR.\nCustomer: ZMD13GBE9000939\nHuman Agent: Alrighty, it looks like the NVR is online, so it is probably an issue with the repeater. You said that you replaced the repeater recently, what did you replace it with? Do you have a Model for the new repeater?\nCustomer: BS001\nCustomer: D/static_file/2be55bf458_1_20241029144418.jpg\nHuman Agent: Do you see any lights on the ports where the cameras plug in to the repeater?\nCustomer: BLINKING GREEN SOME TIMES\nHuman Agent: Is it rapidly blinking green?\nHuman Agent: Also, is there a light on the Ethernet port that connects the repeater to your router?\nCustomer: Split second amber light blink in few slots\nCustomer: then no light\nHuman Agent: Okay, so it sounds like it may be an issue with the repeater then. Is the repeater plugged in to an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: directly to the wall\nHuman Agent: Alright, you may want to check the ethernet cable that is connecting the repeater to your router. You can try unplugging the ethernet cable both at the repeater and at the router and plug it back in. If that does not change anything, then you may want to try a different Ethernet cable."]
["Customer: I am needing to purchase a repeater/injector for my older zmodo camera system.  my current has died and I cannot find one anywhere.\nCustomer: I am contacting Zmodo's customer service...that is you!\nCustomer: thanks!\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We no longer sell or make repeaters, I can check and see if there are any of the 4CH NVR repeaters in stock for you though, one moment. \nHuman Agent: https://www.ebay.com/itm/375286206306?_skw=Zmodo+NVR+repeater&itmmeta=01JEP7GXGPPJFF6K663EY462NF&hash=item5760cd0f62:g:-gcAAOSwCrRl4h5O&itmprp=enc%3AAQAJAAAA8HoV3kP08IDx%2BKZ9MfhVJKkZyqyGq5poD08w%2FkgjOTyojdiMDmvUa28oye1DZCBdKEiYKeoLDtr99oXeiui5y4EAtNkCT8VsJfuxI5WKaf8%2FnYeuFDyWtxVVHWap5BRrcNSuNYnu7QzQb1zXE%2BcyhZjifKIuD%2Bhto8MzidwBTlPV4T%2Bh8tvTcyjm%2BVFduGGLNaCp5Erj0b82u5pmggegnWFHdka6LXG%2BBkNURFMxca1M%2FSKO%2FlH%2BBTL7wgCYdm5fZSNOPGyCpCCDNppsDW82g%2Fu%2Bqgl9Iyji4PlWVqQY5qtsKD8Qy7IGoMVzvpNkwN1zJA%3D%3D%7Ctkp%3ABk9SR7rYw8f1ZA \nHuman Agent: I was able to find the 4CH NVR repeaters. Here is where they are listed.\nCustomer: Thank you!  \nHuman Agent: No problem, Have a great Day"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: I have a Zmodo h.264  and it’s saying my password wrong and won’t let me reset anything \nCustomer: Is there a number to call?\nCustomer: I need help Don’t remember my password and nothing is letting me reset anything\nHuman Agent: Could I have the Model of your DVR system?\nCustomer: ZMD-DD-san8\nCustomer: H.264 Digital video recorder\nHuman Agent: Thank you. The default password will be 111111. If that does not work, then there are two jumper pins on the motherboard in the DVR. You would put a small piece of metal to connect the two pins to reset the DVR password back to default.\nCustomer: Thank you that doesn’t work. I’ll come back.\nHuman Agent: If the default password did not work, then you will do the reset on the motherboard.\nCustomer: Thank u that worked now can I also view on my phone or is it to old\nCustomer: ?"]
["Customer: live agent\nHuman Agent: How can I assist you?\nCustomer: i have zmodo camera pretty old i want to see them on my computer but they are ip cameras and i have never created a account on zmdoo\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: meye application i use on my phone\nCustomer: ok just a moment \nHuman Agent: Oh, if you use the MEye application, then there would not be a way that we have to view the cameras on your computer. There might be a third party program you can download, but we would not have any information or support on that.\nCustomer: so can i do the setup on zmodo application or which app i should use\nHuman Agent: Not if you use the MEye application to view the DVR system.\nCustomer: can you give me the name of app which i can use on the computer just the name \nHuman Agent: No, as I said, we do not have any information or support on any third party programs that might work on the computer."]
["Customer: I have new internet and now none of my cameras are working\nCustomer: That is why I message you, I need assistance.Is there a phone number?I can call and talk to a human?\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Whenever you change the Wi-Fi name, password, or router to reconnect the cameras you would go through the setup with the cameras again. \nCustomer: That is why i'm reaching out to you for assistance\nHuman Agent: Okay, im checking now what setup the cameras use so I can send you the directions to go through.\nCustomer: I also would like to have the default set up to record 24/7 I have an NVR.\nHuman Agent: All 4 of the cameras on this account use the QR code setup. \nHuman Agent: Here are the setup directions.\nHuman Agent: QR code setup \n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nCustomer: My camera will not scan the QR Code.Also, my other cameras are up 30 feet in the air.And I cannot get to them without a lift.Is there another way to set up\nHuman Agent: That is the only setup the cameras will use, there is no alternative.\nCustomer: So anytime I change my Wi-Fi password.I have to rent a lift?\nHuman Agent: Would you be able to take a screenshot of the QR code to send me in the chat for me to review, I can make sure the code itself is generating properly for you. \nHuman Agent: yes, anytime you change the Wi-Fi name, password, or router you would reconnect the camera's with the setup. \nCustomer: D/static_file/18c3394c37_1_20250203104525.jpg\nCustomer: I do have a NVR and it is plugged directly into the router\nHuman Agent: Okay, the NVR is a wired device, the cameras are wireless, once the cameras come online as long as they are setup on the same router the NVR is plugged into the NVR will add them to it itself. The cameras do have to be online for the NVR to add them to itself though. \nCustomer: Do I need to change the password on the NVR?\nCustomer: And also how is that done?\nHuman Agent: The QR code you sent appears fine physically, For the QR setup I would recommend restarting the camera by rebooting it then once the camera is flashing green or blue you would go through the QR setup then hold it Infront of the camera to reconnect the camera. \nHuman Agent: I sent you the isntructions for the QR setup above earlier in the chat, I can resend those directions again for you no problem if you want that, just let me know.\nCustomer: So how would I get my n VR to talk to my new router?It is showing the wrong date.And time\nCustomer: IPV4 or DHCP?\nCustomer: I'm trying to get this working.Please stop trying to cut me off after 5 minutes.I will let you know when I am done and it is working\nHuman Agent: the NVR is a wired device, you would plug it into power, then plug it into the rotuer for it to comunicate with it. To change the date and time you would use a monitor and a mouse connected to the NVR to navigate through the settings to date and time. If this NVR is new then right clicking with the mouse will have you go through the startup guide where the date and time is also set there as well. \nHuman Agent: Im not cutting you off after 5 minutes, the system does that when you don't respond to our messages after 5 minutes it gives a warning to you, it will continue to do that and it will close the chat after 2 minutes from the warning on tis own I don't have control of that. \nHuman Agent: If you dont want the chat to close be sure to message after the warning appears as you have been and it wont close the chat. \nCustomer: Do you have a phone number and I can call and talk to you?\nCustomer: I do have a mouse and I'm looking at my TV screen now.But no video from any of my cameras\nCustomer: D/static_file/0927f54c1b_1_20250203110714.jpg\nHuman Agent: We do not have an inbound number to call, but we do have outbound calling done via schedule, I can send you the call scheduler so you can schedule yourself a call, one moment. \nHuman Agent: I sent the call scheduler now into the chat, let me know if you have any trouble submitting a call or if you have any questions. \nHuman Agent: Your NVR wont pick up the cameras unless they are online on the same network. Is the Wi-Fi you set the cameras up on coming from the router this NVR is plugged into via ethernet?\nCustomer: Yes \nHuman Agent: Okay, can you send me the Model and ID number for this NVR. it will be on the NVRs sticker, feel free to send a picture of the sticker so I can get that info to look up the NVR. \nCustomer: D/static_file/570b5709c5_1_20250203111304.jpg\nCustomer: I will try the QR code once again\nHuman Agent: Just got the photo, one moment.\nHuman Agent: I foudn the NVR, it's not telling me if its online or not, I am going to have you do a test for me, for this test I will add this NVR to your account then from the app I will have you click live on the NVR and see if you can view any of the cameras from the app. To add the NVR to this account I would just have to name it, what do you want me to name it for you?\nCustomer: Online NVR\nCustomer: I tried the QR Code again on my one camera.That is low enough to scan.It did make a clicking sound like it was taking a picture but my phone never told me that it recognized it\nHuman Agent: Okay, One moment while I add the NVR.\nHuman Agent: I added the NVR now to your account, You may have to refresh the app, once it pops up on your device list click live on the NVR and then take as creenshot of how it looks to send me here in the chat. \nCustomer: OK\nHuman Agent: Okay"]
["Customer: Nvr will not format can I replace the hard drive or do I need a new nvr\nHuman Agent: You can replace the hard drive inside of an NVR system.\nCustomer: Then format it\nHuman Agent: Yes, you will likely need to format a new hard drive when you install it in to the NVR.\nCustomer: When I tried to format it it said complete but the red light is still on \nHuman Agent: Is that with a new hard drive that you installed in the NVR?\nCustomer: Can I use a sata 500gb hhd\nCustomer: Haven’t replaced it yet \nHuman Agent: Yes, you can use a 500 GB HDD in the NVR system.\nCustomer: Thanks for you help \nHuman Agent: You're welcome."]
["Customer: Will you ever have the nvr again?\nCustomer: Do you have nvr\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We will not, we stopped making NVRs in 2018\nCustomer: Ok thank you \nHuman Agent: No problem, any other questions before we go?"]
["Customer: No ai\nCustomer: No AI\nCustomer: Want to take to a live person to \nCustomer: Hello\nCustomer: Been waiting 20.mins \nCustomer: Now \nHuman Agent: How can I assist you?\nCustomer: U live agent or ai\nCustomer: ?\nHuman Agent: I am a live agent. How can I assist you?\nCustomer: I have an old wired system and I am wondering if it's possible for me to put a cameras in the spots that I wanted it so for example right now my camera one is not where I wanted to be but my camera 3 is where I want one to be is it possible to switch them around\nCustomer: ?\nHuman Agent: Yes, if you have an NVR system, then you can change the channel the cameras are assigned to in Device Management on the NVR itself. Could I have the Device ID or model of your system?\nCustomer: I have the id\nCustomer: 15BN73V1501D420\nHuman Agent: Do you have a monitor and a mouse connected to the NVR?\nCustomer: Yes \nCustomer: It be kind of stupid to hit you up asking you about that to do about it lol and not have a monitor or a mouse \nCustomer: But guessing you had people not have them but anyways what am I supposed to do \nHuman Agent: Then can you click on the Main Menu button at the bottom left corner on the task bar? Then click on Device Management. Here it will show the cameras and the channels that they are assigned to. The cameras are assigned by IP Address. So you can delete the cameras from the channels that you want to change. Then select the empty channel and click Search for Devices and select the camera. Or you can click on Add Device Manually and type in the IP Address.\nCustomer: Ok thank you \nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: May I speak to a customer service representative.  I was just speaking with Grant O. before we were disconnected\nCustomer: Thank you.  I was just chatting with Grant O. and he was very helpful but we timed out.  I am sure you can help me from here too.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\n\nCustomer: OK.  With Grant's help I now have the cameras back online.  I just have a couple things to work out.  First  one of them doesn't seem to record the events.  The quick segments. \nCustomer: The second thing is that the times are not correct.  \nHuman Agent: What is the name of that camera on the account\nCustomer: Front yard\nHuman Agent: Okay, it looks like the NVR is not picking up that camera, did you set up that camera onto the network from the router that the NVR is plugged into or do you have multiple networks?\nCustomer: i just have one router.  There is a picture on the indoor monitor.\nCustomer: I only have one wi-fi network.  AT&T\nHuman Agent: As for time, you would first to to check/change the time on the NVR itself form the app or with a monitor and mouse. In the app you would click live on the NVR, click the settigns gear in the top right, click the three dots in the top right then select timezone. If it is set on the correct timezone what you would do is cycle it by choosing another timezone, let it save then changge it back to the correct timezone. After that back up and check each of the cameras time. \nCustomer: So can I achieve that by going to device management with the mouse\nCustomer: or general settings\nHuman Agent: With a monitor and mouse its different, you would go to the general settings, then click time, then set it to the correct time and save it.\nCustomer: how do i get it to p.m.\nHuman Agent: Can you send me a picture of how it looks on the menu\nCustomer: I can take a pic with my phone and text it or can you tell me another way\nHuman Agent: You can add pictures into the chat here\nCustomer: I don't know how to do that.  Can you walk me through it\nHuman Agent: There should be an attatch icon that looks like a mountain or a paperclip you cna click on to choose a photo to attach\nCustomer: So I need to take the pic.  The email it to myself to get it in the folder and then send it to you?\nHuman Agent: That will work\nCustomer: Give me a few minutes.\nHuman Agent: Okay\nCustomer: Trying to get it to open\nHuman Agent: Okay\nCustomer: Yes.  I just cannot get the picture to send.\nHuman Agent: Odd. You can try sending it to my email, the email is support@zmodo.com \nCustomer: ok\nCustomer: Thank you\nHuman Agent: No problem, just let me know once you send the photo\nCustomer: I sent it.  Any chance you received it?\nHuman Agent: Just got it now\nCustomer: Oh Good\nHuman Agent: Looks like for this model of NVR to switch it from AM to PM for settings directly on it you would have to Reset it first so it will let you go through the start up guide and set it then. \nHuman Agent: Only thing is before you reset it you would want to unplug it from the rotuer first.\nCustomer: So where do I start\nHuman Agent: Otherwise if you reset it while its plugged into the rotuer it will also reset the cameras which we do not want to happen. \nCustomer: Everything was doing fine until they messed with the internet provider.  Then things got out of whack and I have not been able to get it back right.\nHuman Agent: Okay, whenever you change the Wi-Fi name, password, or router you do have to set up the cameras again, sometimes after they are set back up the NVRs also need reset to pick them up again, or the cameras rebooted as well. \nCustomer: Well, everything is working ok now.  I hate to have to try to re-set the cameras.  The dates are now ok.  It is just the time is off from am to pm\nCustomer: And no events pick up on the front yard camera\nHuman Agent: you dont have tor eset the cameras, As long as the NVR is not plugged into the rotuer when you go to reset the NVR it wont reset the cameras at all just itself alone. \nCustomer: Is tht what I need to do now to get the two things corrected.\nHuman Agent: You would reset the NVR. It has a small reset pinhole on the back of it, you would use a paperclip or pin and insert it into that, but make sure its not plugged into the router first so it does not reset the cameras. \nCustomer: All I need to do is unplug the wire going from the NVR to the router.  I can leave the other wires plugged in - the monitor cable and electric and mouse wires.\nHuman Agent: Yes only unplug the NVR from the router, leave everything else plugged in (monitor and mouse included) Once that is done and the monitor boots up you would use the mouse and go through the start up guide where it will have you set the date and time again and it will be for the current time. \nCustomer: OK.  The green light on the NVR is steady green.\nCustomer: Nows that I unplugged the router\nHuman Agent: okay now You would reset the NVR. It has a small reset pinhole on the back of it, you would use a paperclip or pin and insert it and hold it until the monitor goes black then take it out and wait for it to boot up to go through the startup guide\nCustomer: It went black and is now booting up\nCustomer: loading\nHuman Agent: Okay.\nCustomer: The squares are all black\nHuman Agent: Yes, use the mouse and right click and go through the start up guide \nCustomer: ok\nHuman Agent: Okay\nHuman Agent: Once you get to the step that says to add IP cameras that's when you would plug the NVR back into the router again\nCustomer: It says \"The passwork function is disabled by default.  To ensure your on-going privacy, we strongly suggest setting a unique passwork ASAP.\"  I typed in and confirmed password.  Shouldn't that be it.\nCustomer: Do I just go on with Next\nHuman Agent: Yes keep going through the start up guide\nCustomer: It won't let me select the time zone.  Do I need to \"Enable NT (Network Time Protocol)\"\nHuman Agent: Try tapping on NTP then try yes.\nCustomer: ok\nHuman Agent: Okay\nCustomer: I/m moving on with it.  Just hope it is working\nHuman Agent: Okay.\nCustomer: OK.  I am adding IP cameras.  Going to plug in the router.\nHuman Agent: Ok\nCustomer: The light on the NVR is blue and flashing\nCustomer: The pictures are on the monitor ok and the times are correct.\nHuman Agent: Perfect!\nHuman Agent: are you seeing all the devices including the Front yard camera?\nCustomer: Yes on the monitor.  Going to check my phone.\nHuman Agent: Okay\nCustomer: Only have home on my phone.  What do I need to do?\nHuman Agent: Click live on the cameras and let me know if the time is correct or not\nCustomer: Yes.  They all show correct time and date\nHuman Agent: Fantastic! that's great news. \nHuman Agent: Is there anything else I can assist you with today?\nCustomer: How do I get the individual cameras to list on my phone\nCustomer: They used to list home and then each individual camera\nHuman Agent: You would click live on the NVR then double tap on a camera to view it larger live individually is that what you mean?\nCustomer: On my phone.  How do I get each camera to show up individually on my phone so that I then would go to each one for the events.\nHuman Agent: Oh I see, let me re add them individually for you, one moment while I work on adding them back for you.\nHuman Agent: I re added them with the same named they had before. Let me know if you see all of them or not, you may have to refresh the device list by dragging down to see them all pop up.\nCustomer: There is still no content on the front yard camera which is like it was before for some reason.\nCustomer: I can live with that.  It will still record on the NVR won't it.\nHuman Agent: So on my end it shows the Front yard camera is now added on the NVR, it will take it a little bit of time to have enough video for you to review the footage so I would wait about 30 minutes to an hour before trying to view the playback. \nCustomer: Ok.  Thank you so much for all of your help.  You have been gret.  Thank you again.\nHuman Agent: No problem, thank you as well, have a fabulous day and take care.\nCustomer: Thank you"]
["Customer: I can not get in my account, I no longer have access to the email there fore I can not request a new password\nCustomer: please help !!\nHuman Agent: Hi my name is Wendy.  If you no longer have access to the account email you would need to setup a new account under a different email.\nCustomer: Can I still use the same camera and set up. \nCustomer: They are still hooked up and active, we had a previous employee change password and the email attached is an email account that can not logged into .\nHuman Agent: Please let me know the device IDs on the cameras that you have and attach copies of your receipts for them\nHuman Agent: with the IDs and receipts I should be able to unbind the cameras so they can be connected to a different account\nCustomer: I do not have receipts, they were purchase years ago by the previous owner of the bar. he passed away and I am his son, the current owner. I can send ID #s, Pictures of equipment and tell you the email it is attached to the account and what the previous password was. \nHuman Agent: Yes please let me know the device IDs on the devices you have.  \n\nWith the device IDs I will contact the previous account on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous account. If the request is denied then I would need the original invoice for anything further.\n\nI will follow up with you by email after the device/s have been unbound.\n\nHuman Agent: I will also need to know your email so I can send you a message after the devices are unbound\nCustomer: The previous account on file was Jamie Brown, Email: hm338@yahoo.com , Which there is no longer access to because he passed away. \nHuman Agent: okay what is your email? and please provide the device IDs\nCustomer: sthomas0288@gmail.com\nCustomer: one second on the ids\nHuman Agent: ok thank you\nCustomer: the ID # is \nCustomer: ZMD13BL59200316\nHuman Agent: ZMD13BL59200316 is not bound to an account\nCustomer: So can I set up a new account\nCustomer: I had to use a password to login to review the camera\nHuman Agent: One moment, let me make sure it is a NVR that can be used remotely\nHuman Agent: What type of cameras do you have?  \nCustomer: This is the model # ZP-NJ18-S\nCustomer: The camera are hard wired to our internet\nHuman Agent: Do the cameras connect to the back of the NVR? or are they wired cameras?\nHuman Agent: sPoE cameras or wireless wifi cameras?\nCustomer: They are connect to back\nHuman Agent: okay can you check if the cameras have device IDs listed on them starting with ZMD?\nCustomer: one second please\nCustomer: Ok It IS\nCustomer: ZMD13EPDC235794\nHuman Agent: ZMD13EPDC235794 is not bound to an account either.  \nHuman Agent: Do you have an ethernet cable running from the back of the NVR to your router?\nCustomer: Yes ethernet cable runs in the router. \nCustomer: the camera are active and running, I just can't go back and look at footage\nHuman Agent: Is there a hard drive installed inside the NVR?\nCustomer: what does that look like, or how can I tell\nHuman Agent: Unplug the NVR from power, open the lid of the NVR, see if you see a hard drive inside the NVR\nHuman Agent: I will find a picture just a moment\nHuman Agent: D/static_file/f069774188_1_20241022115315.png\nCustomer: what do you need with the hard drive for?\nHuman Agent: the hard drive is what stores the camera footage if there is no hard drive that is why you cannot playback footage\nCustomer: when I try to play the footage back it brings this prompt up....\nHuman Agent: what prompt?\nCustomer: D/static_file/2d202ad4ea_1_20241022115648.jpg\nHuman Agent: that prompt is to enter your NVR login info\nHuman Agent: Do you know the login username/password?\n\ndefault username: admin\ndefault password: 111111\nCustomer: I don't have the password. I just tried the default username and password and they did not work\nHuman Agent: Unplug the ethernet cable from the back of the NVR then press and hold the reset pin hole button for 15-30 seconds to reset the NVR to defaults.\nHuman Agent: then you will be able to login to the NVR with the default username/password\nCustomer: Let me try this please don't go anywhere\nHuman Agent: ok\nCustomer: I am in thank your \nCustomer: you for your help\nHuman Agent: great!\nHuman Agent: You're welcome! have a great day"]
["Customer: Troubleshooting\nCustomer: Speak to live agent\nCustomer: Ok\nHuman Agent: How can I assist you?\nCustomer: GOne of my cámaras stopped worki\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I installed another camera, but I can’t see it on my NVR\nCustomer: Yes one moment \nCustomer: ZMD1912HA22945\nCustomer: 19121HA22945\nHuman Agent: That camera will connect to the NVR, but the black screen that it is showing is because it is not compatible with the NVR. The NVR uses the h.264 video coding method and the camera uses the h.265 video coding method. So the NVR is not able to interpret and display the signal coming from the camera.\nCustomer: What can I do about that?\nHuman Agent: There is no way to change that for either the NVR or the camera. Also, your NVR is a 720p NVR system, so you would need a 720p camera. We have not made 720p cameras for several years. You can try looking at third party sellers (Amazon, eBay, etc.) for a 720p Zmodo or Funlux Wi-Fi camera.\nCustomer: Do you sell the nvr that will read the camera \nHuman Agent: Unfortunately, no. We have not made NVR systems for several years and all of the NVR systems (1080p and 720p) use the h.264 video coding method."]
["Customer: How do I connect to my DVR?\nCustomer: I have zmodo\nCustomer: I need to connect to my miso DVR to change the wifi network. \nCustomer: I have to connect to my zmodo DVR to change the wifi network. \nHuman Agent: Hello, you've reached customer care, my name is Kylie. What is the Model of this DVR system?"]
["Customer: Hi Mira\nCustomer: I was told to send a picture or a S.N. of the cameras that do not want to connect  to the rest of the cameras \nCustomer: Well I can not see 2 of my cameras on my monitor\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Could you attach the clear pictures of the device IDs you are needing help with?\nCustomer: Yes\nHuman Agent: ok thanks\nCustomer: D/static_file/d7fa09f5af_1_20241029162442.jpeg\nHuman Agent: ZMD12L268223217 shows online.  It is connected to this account.  It is named Smart Device.  What happens when you try to view the live feed from this camera?\nCustomer: I can not see my cameras on my monitor\nHuman Agent: How many cameras do you see on your monitor?\nCustomer: 2\nCustomer: I’ sorry I can see 6 only\nHuman Agent: Go to device management, how many cameras are listed here?\nCustomer: There are suppose to be 8\nHuman Agent: how many cameras are listed on the device management screen on the NVR?\nCustomer: 8\nHuman Agent: Do any of the 8 cameras show offline? or do they all say online?\nCustomer: 2 say they are offline\nHuman Agent: delete the 2 offline cameras.  then see if the NVR will find the 2 missing cameras that are not connected to the NVR\nCustomer: I tried that but to no avail\nHuman Agent: What do you mean no avail?\nCustomer: I can not connect them\nHuman Agent: Right now there are no slots open for new cameras since you have 8 cameras already connected to the NVR\nHuman Agent: You would need to delete the offline cameras on the NVR then see if the NVR can find the 2 cameras\nCustomer: I see them on my phone but not in my monitor like I use to\nHuman Agent: You would need to delete the offline cameras on the NVR then see if the NVR can find the 2 cameras\nCustomer: I tried that but it does not work \nHuman Agent: What happens when you try to delete the offline cameras?\nCustomer: Nothing\nHuman Agent: You would need to highlight the channel that has an offline camera then tap on \"delete device\"\nHuman Agent: You do that and it doesn't delete the camera?\nCustomer: Well let me try again\nCustomer: The I P address does not appear\nHuman Agent: Could you attach a clear picture of what you are looking at?\nCustomer: D/static_file/06056b7310_1_20241029163635.jpg\nHuman Agent: okay so you deleted the two offline cameras?  if you tap on search for devices does it find any?\nCustomer: D/static_file/f35cb6e143_1_20241029163739.jpg\nHuman Agent: Is ZMD12L268223217  setup to the same router that the NVR is connected to? or do you have more than 1 router?\nCustomer: It is the same router\nHuman Agent: any virtual or guest networks that the camera may have been setup on?\nCustomer: No\nHuman Agent: You could login to your router and find out the mac address for ZMD12L268223217   then add the device manually\nCustomer: D/static_file/c6029be55b_1_20241029164011.jpg\nHuman Agent:  login to your router and find out the mac address for ZMD12L268223217   then add the device manually\nCustomer: There is no ma address\nHuman Agent: no I mean login to your router to find out the mac address\nHuman Agent: you should see ZMD12L268223217 as a connected device on your network\nCustomer: No I can’t because the family is all watching other programs and I’m not that versed on the router\nCustomer: D/static_file/2fd5dac8f8_1_20241029164307.jpg\nHuman Agent: okay when you have time you would want to login to the router to try and figure out what mac address the router lists for this device then add the device manually by entering the mac address\nCustomer: This is all the cameras that I can  see and I used to see  them all before\nHuman Agent: right.  the NVR isn't seeing the camera right now so you would need to figure out the mac address to add the device to the NVR manually\nCustomer: Ok thanks I am going to figure this out\nHuman Agent: You're welcome"]
["Customer: Yes I'm waiting for a response \nCustomer: Where do I find that \nCustomer: ,\nI bought\nZmodo Full HD 1080p Simplified PoE Security Camera System w/Repeater, 4 x 2.0 Megapixel IP Outdoor Surveillance Camera, 8CH HDMI NVR and 1TB Hard Drive\n\nAnd one part is not working, the part that the cameras plug into (I think it's called a repeater)\nDo sell a replacement? or what can I get instead?\nCustomer: -1\nCustomer: Do you sell a the repeater separately?\nCustomer: Can I speak to someone?\nCustomer: ,\nI bought\nZmodo Full HD 1080p Simplified PoE Security Camera System w/Repeater, 4 x 2.0 Megapixel IP Outdoor Surveillance Camera, 8CH HDMI NVR and 1TB Hard Drive\n\nAnd one part is not working, the part that the cameras plug into (I think it's called a repeater)\nDo sell a replacement? or what can I get instead?\nHuman Agent: Hi my name is Wendy\nHuman Agent: Your repeater BS-0001 isn't working?\nHuman Agent: There are 4 channel refurbished repeater replacements available on eBay:  https://www.ebay.com/itm/375286206306"]
["Customer: How do I connect to my dvr \nHuman Agent: Hi my name is Wendy.  What is the device ID on the DVR/NVR that you have?  \nHuman Agent: The ID will be listed on a sticker on the bottom of the device, it will start with ZMD or 1\nCustomer: ZMD-DD-SBN8\nHuman Agent: This legacy DVR no longer supports remote viewing.\nHuman Agent: Basic functionality will remain accessible by connecting the DVR/NVR directly to a monitor, but the Zsight app will no longer be updated.\n\nCustomer: So I can't connect mobile hotspot?  Or view from laptop or phone\nHuman Agent: No\nHuman Agent: You can view the cameras connected to the DVR from a monitor"]
["Customer: I reset my password and it works for my phone app but not my dvr help please\nCustomer: There is no customer support \nCustomer: I've been trying to reset this for months,man I wish yall would get tech support back I'm about ready to dump this in the trash and give yall some free advertising 😤 \nCustomer: Are you going to help me ,,,,,,please\nCustomer: Hello\nCustomer: Anyone there\nCustomer: -1\nCustomer: I guess no one's there\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I apologize for my delay, one moment as I review the chat. \n\nHuman Agent: I do not see any NVR on your account, what is the ID listed on the bottom of the device you're working with?"]
["Customer: Wi-Fi camera not showing up on my NVR\nCustomer: May I speak to a representative\nCustomer: May I speak to a live agent\nCustomer: Okay \nHuman Agent: Which camera are you not able to see on your NVR system?\nCustomer: Chan 8\nHuman Agent: There is not a camera on your account named \"Chan 8\". Could I have the Device ID of the camera or the name of the camera on your account?\nCustomer: It's called cam\nHuman Agent: Alright, it looks like the NVR does see that camera, but are you just getting a black screen?\nCustomer: Yes. Just a black screen \nCustomer: It shows the icon in the bottom left of the screen. The icon changes from green to Orange when it attacks motion and that is working but the screen is just black\nHuman Agent: That would be because the camera uses the h.265 video coding method. The NVR uses the h.264 video coding method, so the NVR cannot interpret the signal from the camera and display the video. The NVR and the camera are not compatible.\nCustomer: How can I tell on the box, what coding it is?\nCustomer: I'm asking because I don't want to purchase another camera that's not compatible with my NVR\nCustomer: I currently have three cameras that are not compatible with my NVR now\nHuman Agent: It may be listed somewhere on the box, but I do not believe it is listed. You have a 720p NVR, so you would want to look for a 720p Zmodo or Funlux camera. We do not make 720p cameras any longer, so you would want to look at third party sellers (Amazon, eBay, etc.) to see if there are any available.\nCustomer: Are you saying that Zmodo only makes wireless cameras now?\nHuman Agent: Zmodo makes 1080p Wi-Fi cameras. Your NVR is a 720p NVR, so a 720p Wi-Fi camera or a 720p sPoE camera would work with your system.\nCustomer: Yes"]
["Customer: still can't find the add button\nCustomer: yes\nCustomer: I am unable to add my devices so that I can add it to my google home app\nCustomer: how do I contact the?you may want to consult the support documentation for your specific device\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We dont have live support until 9AM-6PM central time. I am a live rep, What is the Model and ID numebr of thisdevice?\nHuman Agent: The ID will be on the cameras sticker and start with ZMD. \nCustomer: give me a second to go get that\nHuman Agent: Okay\nCustomer: z53EJ1U61MFUDPD111A\nCustomer: this is the ID number found on top of my unit\nHuman Agent: I don't recognize that ID number at all. Can you take a picture of the sticker and send that to me here?\nCustomer: okay I will transfer the picturet from my phone to my computer\nHuman Agent: Okay\nCustomer: D/static_file/ab7e0376bf_1_20241216091151.jpg\nHuman Agent: I still dont recognize it, are there any other stickers on the unit? can you send me a picture of the whole back and front of this device?\nCustomer: I apologize it appears i have change my system to another brand. sorry \nHuman Agent: Okay, no problem, Have a good day"]
["Customer: All of my cameras aren’t showing on my NVR but all show on my phone\nCustomer: -1\nCustomer: All of my cameras show on my phone but not all show on my NVR display\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: All of my cameras show on my phone but not all show on my NVR display\nCustomer: How to add cameras to NVR\nCustomer: How do you do those things? More detail!!\nCustomer: Jesus. I can’t see all my cameras on my NVR display. Is this so hard to comprehend???\nCustomer: Get me to a human to speak with\nCustomer: I’ve asked this question 6 times\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Definitely leaving a terrible review\nCustomer: I need to speak to a person not an AI\nCustomer: I’ll just throw yours away and get a simply safe. This Is awful\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you explain in more detail where youa re unable to see the cameras for your NVR? Do you use a monitor and mosue which youa re unable to view the cameras from or are you only unable to view the cameras from the app?\nCustomer: I’ve had these cameras for years but I added 2 a few days ago to more completely cover my property. The cameras are working and I can see them on my phone but they do not show up on my NVR display. I’ve reset them, deleted and added them again. Reset the NVR. None of it helped\nHuman Agent: You were talking to Mira, Mira is an AI chatbot and not a real person such as myself please understand that she doesn't know everything regarding specialty questions such as yours  and she is still beign trained on how to respond to those kind of questions by the developers. In the future to prevent your frustration if you need more complex assistance say Agent into the chat and you will get a live agent. \nHuman Agent: Let me look up the cameras to see if they a e compatible with your NVR, One moment. \nCustomer: Good to know. Probably should put that in the initial greeting don’t you think???\nHuman Agent: I dont have control of what they program for Mira unfortunately thats another department that does that. \nCustomer: Maybe people wouldn’t be so angry by the time they get to a person if they did that. Might want to introduce that at the next staff meeting\nHuman Agent: Both of the cameras named Shop and Office are not compatible with the NVR and that is why the NVR is not adding them/recording any footage from them. \nHuman Agent: If you want cameras thata re compatible with the NVR you have you would have to order our older cameras, None of our new cameras such as these are compatible with NVRs.\nCustomer: But they are Zmodo cameras!?! Why aren’t they compatible?? Again, maybe put that stuff in the descriptions “This camera doesn’t work with this NVR.”\nCustomer: So I bought cameras that intentionally don’t work with the older system??? Tech guys can’t fix this???!?\nHuman Agent: We stopped making NVRs in 2018, its not the camera thats the issue its the NVR that wont add the new cameras because they are too new, the physical hardware and info on the new cameras is to advanced for the NVRs to understand and process unfortunately. \nCustomer: Then why don’t you send me a new NVR or 6 compatible cameras and fix this \nHuman Agent: Not possible, we dont amke NVRs anymore and all NVRs are incompatible with the new cameras.\nCustomer: So somebody robs me and I won’t have a recording to show police??? WTF good is it having the system then??\nCustomer: No answer for that one huh\nHuman Agent: No, The cameras take short clips you can review within the app or you can choose to subscribe them to the cloud service if you wish for them to take continuous video. \nHuman Agent: We assist multiple customers at once there can be delay due to that. \nCustomer: So I need to pay your company more money to keep the data in case I’m robbed but you won’t make the original system work like it did when I bought it? Is there not a class action suit against your company yet? I’d like to join if there is\nHuman Agent: I understand youa re very upset with the outcome as the cameras are not compatibel with your old system but We dont make NVRs anymore, we only make wifi cameras and for people who only have wifi cameras (majority of customers) we give them the option to subscibe if they want continuous cloud recording. You are fortunate in that you have an NVR system and our older cameras and have other options, but not everyone is like you. \nHuman Agent: Is there any other questions I can assist you with today that we have not already gone over or resolved?\nCustomer: Cool. Thanks for all the “tech support”. I’ll just find everywhere you sell these and leave one star reviews. Hope you go out of business\nHuman Agent: You are very welcome! Im glad to have been able to assist you today and hope you have the day you deserve and take care! \nCustomer: Hope you have the day and night you deserve as well"]
["Customer: Hi\nCustomer: I had a system working and now there’s nothing in the app\nCustomer: We’ve done all that, and the system is not\nCustomer: Well here, I’m reaching out\nCustomer: How do I get support?\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I looked up your account you are contacting us from now and I dont see any devices bound to it, did you perhaps accidentally delete the device or have multiple accounts it would be bound to instead of this one? I can try to look up the device with the ID number to find the device for you, I would just need the ID number from the NVRs sticker if you have an NVR and cameras sticker if your able to see that as well, both the camera s and any NVR's will start with ZMD, 14, or 15. \nCustomer: D/static_file/425bd68b68_1_20250120134745.jpg\nHuman Agent: Here are the instructions to add an NVR to your account:\n\nPlug in the device to both power and the router, make sure your phone is connected to the same router as the NVR.\nOpen the App and confirm you are signed in with the account you want the device linked to.\nTap the plus sign (+) on the top right and select Legacy, then Smart Kit.\nTap the check mark to confirm the NVR is powered up, this will prompt the app to do a network search for the NVR.\nIf the app locates the NVR it will show you the option to select the NVR and Name it. The name goes on the same line as the Device ID, after entering a name you can adjust the time zone and enter a password for your device.\nLastly tap on the checkmark at the bottom to add the device.\nCustomer: We are two sisters on the app. Why would it fall away?\nHuman Agent: It was likely just deleted from the app. You can do that through the app."]
["Customer: Hello I am in need of a manual for Zmodo DVR-H9118V DVR   can you help me?\nCustomer: you aere not with zmodo?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Mira is a chat AI and didn't understand your question. Unfortunately You have a Legacy DVR, Legacy devices are no longer supported within the app and can only be used locally, we are unable to provide customer support in regard to legacy devices so you will have to troubleshoot the device on your own unfortunately."]
["Customer: Cameras off-line cannot them back online?\nCustomer: don’t know how to do that\nCustomer: don’t know how to set it back up\nCustomer: Don’t even know how to start a process\nCustomer: Need a technician\nHuman Agent: Hello, my name is Grant. I took a look at your account and you have an NVR system on your account. The NVR will plug in to your router with an Ethernet cable.\nCustomer: Where do I find that kind of cable?\nHuman Agent: If you had the NVR setup previously, then you probably had one with the NVR. Otherwise you can find them on Amazon, at electronic stores like BestBuy, or stores like Walmart.\nCustomer: What do I do once I get one\nHuman Agent: You plug it in to the NVR on one end and your router on the other.\nCustomer: Set up automatically\nHuman Agent: The NVR is already on your account. In order to view it on your app it needs internet access. The ethernet cable is how it gets internet access.\nCustomer: Just plug it in and I’ll get the Internet doing this\nHuman Agent: Plugging the NVR in to your router is how it gets internet access, yes.\nCustomer: I know I had one somewhere. I’ll have to order one any special specs that I need to know\nHuman Agent: No, you just need an Ethernet cable. It is a pretty common cable that is widely used.\nCustomer: Thank you for your help I’ll have to purchase one\nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: I need to erase my hole system to ad a new pass and a new e-mail,my systems is the DT sil4,help please \nSent from my iPhone\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?\n\nCustomer: In my home unit ! I for got the password and my email is wrong how can I erase my home unit  DT sil4 ?\nCustomer: Hi Marcela, every time I try to make a new password and a new email it tell me the password is wrong \nCustomer: Hello??\nHuman Agent: Just to confirm you want access to the physical unit not a app account. \nHuman Agent: You can reset the unit via the pinhole on the back of the unit. It will default the sign in to admin and 111111\nCustomer: I did it several times using that password still says not right password \nHuman Agent: Are you trying to sign into the physical unit or the app? \nCustomer: Physical unit\nHuman Agent: If the password isn't 111111 it would be nothing in the password field with the user name of admin. \nCustomer: How can I delete the account so I can make a new one?\nCustomer: D/static_file/9f8fabcf49_1_20240917152417.jpg\nHuman Agent: You cannot delete the admin account, the fact that you are on that page means you are signed in. \nCustomer: I do understand but my email is wrong \nHuman Agent: Where does it show the wrong email? In the image you sent above the email is blank \nCustomer: In the administration account \nHuman Agent: Can you send me a picture of where it shows the wrong email? \nCustomer: Im trayin\nHuman Agent: Okay \nCustomer: D/static_file/96eed4dfe7_1_20240917153137.jpg\nCustomer: Ok what I do know do I need a email and password? And where I can put it on ,to edit the account I don’t remember the old password \nHuman Agent: What happens when you enter your information and save it. This isnt necessary to fill in. If you reset it the old password would be 111111 or blank \nCustomer: D/static_file/55ba2838c0_1_20240917153520.jpg\nCustomer: D/static_file/9bb6afc6b6_1_20240917153547.jpg\nCustomer: This is what is doing\nHuman Agent: For the old password try 111111\nCustomer: Ok\nCustomer: Ok my email is good now what would it be my next steps to be able to see my 4 cameras in my phone?\nHuman Agent: This unit will not work on a mobile app \nCustomer: What ?? What’s to old?\nHuman Agent: Yes this unit hasn't been made in almost 7 to 8 years so it will not work on any current app \nCustomer: Ok but thanks\nHuman Agent: You're welcome, is there anything else we can help with today?"]
["Customer: Agent\nCustomer: I'm back from my call\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Welcome back. \nCustomer: Hi\nHuman Agent: Alright, First I want you to change the timezone to the wrong timezone, then back up the the live view and tell me when all the cameras change, remember which timezone you switch it to, and tell me what time it shows once you change it and all the cameras timezone changes on the live view. \nCustomer: okay one moment\nHuman Agent: Okay\nCustomer: so now ich change the timezone from berlin to alaska\nCustomer: all cams are now showing 06:51\nHuman Agent: Okay, what date does it also show\nCustomer: 13-02-2025\nCustomer: but pls let us wait I think in the next 5 minutes the time changed again\nCustomer: okay now after 2 minutes it shows again 14:56\nHuman Agent: Okay, Now I want you to physically, unplug the NVR from power, give it 1 minute unplugged, then plug it back in again, Once it boots back up tell me if the date, and time have changed at all, do not check the timezone settings yet, first check what it shows for each camera first. \nHuman Agent: we cannot wait for this test, its a test im having you do here.\nCustomer: okay I'll do that but I need a little bit of time\nHuman Agent: If you take longer then 5 minutes, you will need to do the first step again.\nCustomer: unpluged\nHuman Agent: wait for 1 minute, then plug it back in\nCustomer: ok\nHuman Agent: Once it boots back up tell me if the date, and time have changed at all, do not check the timezone settings yet, first check what it shows for each camera first and tell me what it shows.\nCustomer: now all shows 17:00 that mean correct but let us wait 5min\nHuman Agent: whats the time show\nHuman Agent: can yous end me a pciture at all?\nCustomer: current the time are correct\nCustomer: and now the time again 2 hours to late\nCustomer: i think the time from change to reboot are to long I do it again\nHuman Agent: Okay,\nHuman Agent: you can try it one more time to see if the result is different but when it is not, let me know and I will explain the issue.\nCustomer: the systemtime at the nvr in the time settings are the correct time...\nCustomer: so nvr online again, time now 07:06 on all cams\nCustomer: what correct for alaksa time zone... but now we wait again to show if the automatic time change comes again.\nCustomer: and here we go again now the time on all cams are 15:10 without anything from my side\nHuman Agent: Yup, This test I had you do, told me how the NVR reacted to it. It reacted in a way that it should not have reacted and the NVR, even when reset (which you can do but unfortunately wont resolve the issue) Its an internal issue with the NVRs battery on the motherboard that causes this. Unfortunately the Battery is built into the NVR can cannot be removed or changed. So unfortunately if you wish to resolve this issue the only way would be to replace the NVR with a different one. \nCustomer: okay, but the nvr has two batteries?\nCustomer: because the one on the mainboard are changeable\nHuman Agent: No, none of the battery's on the NVRs motherboard are changable it would not be possible to interchange that part of the motherboard.\nCustomer: wait  I've an other nvr from you and will open it\nCustomer: this one not changeable?\nHuman Agent: None of the NVRs parts inside beyond the HDD are replaceable unfortunately.\nCustomer: .\nCustomer: why I cant send a picture?\nHuman Agent: I do not know.\nHuman Agent: As I said before, unfortunately the only way to resolve your issue would be to replace the NVR. Is there any other questions I can assist you with before we go?\nCustomer: no all okay\nCustomer: D/static_file/a15a141c95_1_20250213102152.jpeg\nHuman Agent: I got the photo, Yeah I can see the coin battery, that is it but its not replaceable. \nHuman Agent: Have a wonderful day, take care and be safe.\nCustomer: Did you See this picture? And the battery Type 1220?\nHuman Agent: Yeah, as I said before, its not replaceable.\nCustomer: Okay thanks for your Support \nHuman Agent: Thank you as well. Farewell"]
["Customer: I change my phone and cant find the app\nCustomer: agent\nCustomer: I change my phone and cant find the app\nHuman Agent: Which app are you looking for? Are you on an iOS device or an Android device?\nCustomer: android\nHuman Agent: Which app are you looking for?\nCustomer: I have a Zmodo dvr model DVR-H9114V serial # ZVS000209121204N0144\nHuman Agent: Okay, so the apps you would use to view it would likely be third party apps. What app is it that you used that you are looking for now?"]
["Customer: How do I change WiFi networks for all of my cameras?\nCustomer: How do I enter the setup. I do not see an option. Do I just use the “+”?\nCustomer: How do I change the screen?\nCustomer: Sorry, spell check\n\nHow do I change the DVR?\nCustomer: How do I change the wifi network on my DVR?\nCustomer: My old network is still available \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you able to tell me the DVRs Model number?\nCustomer: How do I connect to the DVR?\nHuman Agent: Sorry the chatbot kind of butted in, Can you please tell me the DVRs Model number first?"]
["Customer: Troubleshooting\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\n\nCustomer: Hi Kylie, Craig back again.... The suggestion on resetting the NVR worked but now one of the cammeras is no longer listed in the app or in the online account. can you help me fix this?\nHuman Agent: Okay, Let me look up the account again, one moment\nCustomer: When I click on the NVR \"LIVE\" it does show up as one of the 3 cameras in the boxes...\nHuman Agent: I re added the camera named  Howard-Door back to the account for you. \nCustomer: OK... One of the cameras also got re-named to CH1, It was \"Spider Corner\", can you please name it back to that as well?\nHuman Agent: Yes I can do that, One moment\nHuman Agent: I re addded the camera to the account named CH1 as Spider Corner\nCustomer: Thanks... that worked!   You said earlier that this NVR is only capable of 4 cameras, did they make an NVR that would work with these 720p cameras for up to 6 or 8 cameras?\nHuman Agent: We have made 4CH and 8CH units, we have not made NVR units since 2018 though so if you are wanting a unit that can handle 8CH you will have to look on third party sites such as eBay to locate another unit. \nCustomer: OK... do you know the model number of the 8CH NVR for me to search for?\nHuman Agent: We have made several models, you will have better  luck when searching to search for 8CH Zmodo, or 8CH Funlux (partner that also made NVRs that work with our cameras)\nCustomer: OK... Once I get this NVR or an 8CH one one line, do you still support cloud based video storage?\nCustomer: For these models??\nHuman Agent: Yes, you can also use cloud service with the model of cameras you have. \nCustomer: Great... Thanks for all your help! -Craig\nHuman Agent: no problem, have a great day!"]
["Customer: How to switch the camera display positions on the MVR\nCustomer: -1\nCustomer: on my phone the cameras are listed correctly, but on the MVR they are not.\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: connect me to an agent\nCustomer: agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I upgraded my router last night and the cameras on my phone app are in order, but on the MVR they are displayed completely different then where they've always been, how can I move them back to where they were.\nCustomer: Hello.\nCustomer: Hello!!\nCustomer: WTF!!!!!!\nHuman Agent: You would have to connect the NVR to a monitor and a mouse, then you would go into the settigns to delete the cameras and manually add them back in in the order you wish\nCustomer: So, into device management, on the monitor?\nHuman Agent: Yes\nCustomer: That only shows the IP addresses, not the serial numbers to tell me what camera is what.\nHuman Agent: Yes, you would have to figure that out, theres not a way to determine which camera is which unless you write down the IP adress (camera 1 IP adress(the ip) then back up to see on the live view which camera is in which square. the top left square is camera 1s slot then it counts from there.\nHuman Agent: after you delete the camera, the camera will still have the same IP address you wrote down and you can know which is which to add them. \nCustomer: Even if I go into a camera on my phone, it only gives the camera ID. Great! Thank you. \nHuman Agent: Your welcome, have a great day.\nCustomer: Well, that's not working, once I delete them they pop back up in the same spot."]
["Customer: Troubleshooting\nCustomer: Need to talk to a live support person \nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: 6 of my cameras aren’t working after I purchased 2 of the repeaters can you walk me through how to get them back up\nHuman Agent: The cameras would plug in to the repeater. Then you would need to connect the repeater to the same network as the NVR system by plugging the repeater in to the router with an Ethernet cable.\nCustomer: I have done that and six of the cameras are not coming up\nCustomer: You mentioned earlier that they may need to be reset how do you do that\nHuman Agent: What lights do you see on the ports where the cameras plug in to the repeaters?\nCustomer: None on one of repeaters\nCustomer: And 3 green on the other and two flashing orange \nHuman Agent: There should only be four ports for the cameras on the repeater.\nCustomer: That is correct \nHuman Agent: You said 3 green on the other and two flashing orange. So is that 5 different ports or are some of them green and orange?\nCustomer: Can you call me grant 513-602-1671 will\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: 2 green and 2 orange \nCustomer: Sorry \nHuman Agent: Okay, for the repeater with no lights, you will want to check the power for the repeater. Try unplugging it and plugging it back in. Also try unplugging all of the cameras and plug in just one camera to test to see if there is an issue with one of the cameras that is shorting the entire repeater. Also double check the Ethernet cable from that camera and the connection to the router.\nHuman Agent: Do the repeaters plug in directly to the router or do they plug in to a switch and then the switch plugs in to the router?\nCustomer: They plug into a switch\nHuman Agent: That could be causing an issue, as well. Can you try plugging the repeater in directly to the router?\nCustomer: Grant im going to reset everything and get back to you if it doesn’t work"]
["Customer: I need help with my password\nCustomer: Agent\nCustomer: Agent\nCustomer: Agent \nHuman Agent: How can I assist you?\nCustomer: Need help with password \nHuman Agent: Can you give me more information about the assistance you need? Is it your app password? Your Wi-Fi password? The NVR password? And what help do you need with that password?\nCustomer: Nvr password \nHuman Agent: Alright, can you please give me some details about the issue you are having with the password?\nCustomer: My power went out cause of hurricane and now my password not working \nCustomer: My password works on app but not nvr\nHuman Agent: The password for your app is not necessarily the same as the password for the NVR. The NVR may have a default password, so you can try 111111.\nHuman Agent: If that does not work, then you can reset the NVR with the pinhole reset in the back and that will set it back to the default settings.\nCustomer: Yea i tried the 111111 password and nothing so I'll try pinhole now"]
["Customer: Troubleshooting\nCustomer: I cannot access my dvr locally- my admin password is not working although I can access it from teh web app\nCustomer: When i connect a mouse and monitor locally my Admin password fails.  \nHuman Agent: Could I have the model of your DVR system?"]
["Customer: Trying to set up my Internet I changed my router\nCustomer: Is there a way you could talk me through it?\nCustomer: I see the cameras, but it won’t go online\nCustomer: I am using a 16 channel system. I see the cameras on my monitor.\nHuman Agent: Could I have the model or SKU from the bottom of the 16 channel unit?\nCustomer: D/static_file/76778d4606_1_20241025154030.jpg\nCustomer: D/static_file/098918ac8f_1_20241025154059.jpg\nHuman Agent: It would be the other sticker on the unit. \nCustomer: Is the last one the right one?\nHuman Agent: This unit will not work on the mobile app or view a website. \nCustomer: It used to\nHuman Agent: Yes but this is an older unit that no longer does. \nCustomer: I used the Myeye\nCustomer: MEye app\nCustomer: Is there somebody else that could help me to get it back up and working?\nHuman Agent: No there isn't, we no longer support these older units. I can send you the online guide but we wouldn't be able to guide you through router changes. \nCustomer: Let’s try\nHuman Agent: Here is the network set up https://kb.zmodo.com/index.php?action=artikel&cat=2&id=4&artlang=en"]
["Customer: Puede ser en español\nCustomer: Tengo un dvr con 4 camaras y un monitor donde se ven. Quiero ver también en el celular y no se cómo. Me puede ayudar\nCustomer: No tiene boton\nCustomer: Agente\nCustomer: Bien\nHuman Agent: \nHola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?\nCustomer: Tengo un  dvr y 4 camaras .observo por un monitor. Cómo hago para ver por un celular\nCustomer: D/static_file/9523ba17b4_1_20250117100951.jpg\nHuman Agent: Necesitaría buscar qué tipo de sistema tiene, para eso necesitaré el modelo de NVR y el número de identificación, esto estará en la parte inferior de la etiqueta, la identificación debe comenzar con ZMD, 14 o 15. Si puede Envía una foto de la pegatina que también funcionaría.\nCustomer: D/static_file/21c1fb8731_1_20250117101030.jpg\nCustomer: Que es la pegatina y disculpe\nHuman Agent: Aún necesitaré una imagen de la etiqueta en la parte inferior para buscar este sistema.\nCustomer: Okey voy\nCustomer: D/static_file/1a10c9f67c_1_20250117101249.jpg\nCustomer: D/static_file/7941395960_1_20250117101258.jpg\nCustomer: D/static_file/6574b56271_1_20250117101303.jpg\nCustomer: Está en línea?\nHuman Agent: \nTiene un DVR heredado, los dispositivos heredados ya no son compatibles con la aplicación y solo se pueden usar localmente. No podemos brindar soporte al cliente con respecto a dispositivos heredados, por lo que desafortunadamente tendrá que solucionar el problema del dispositivo usted mismo.\nCustomer: Buenas cerror el caso\nCustomer: ??\nHuman Agent: Bien, que tengas un hermoso día."]
["Customer: Zmd-dx-sin8 which I can't view from within the app. \nCustomer: Can't view cameras online\nCustomer: Can't view content online\nHuman Agent: Hi my name is Wendy.  DVRs no longer support remote viewing.\nHuman Agent: Unfortunately support for legacy DVRs and NVRs is no longer available. While the basic functionality of these devices will still be accessible by connecting them directly to a monitor there will no longer be remote access for these via Zsight app as this app is no longer being updated.\n\nIf you would like to have the latest security features and remote access via our current app we would recommend you check out our current wifi devices at www.zmodo.com\n\nCustomer: That's the information that we were looking for. Thanks Wendy. \nHuman Agent: You're welcome!"]
["Customer: Can my zmodo zp-nl18 connect wireless to my starlink router \nCustomer: Can I talk to someone \nCustomer: I need to talk to a person \n\nCustomer: Ok\nHuman Agent: The NVR system connects with an Ethernet cable. So you will need an Ethernet port to connect it to.\nCustomer: My router doesn't have any ports on it\nCustomer: D/static_file/3c36c59b9a_1_20241016111403.jpg\nHuman Agent: You can try getting a different router that has Ethernet ports on it or setup a Wi-Fi extender that has ports and connect the NVR to the extender.\nCustomer: Ok thanks \nHuman Agent: You're welcome."]
["Customer: 时间不对，怎么调整时间\nCustomer: 可以发图片提示怎么做吗\nCustomer: 时间错误\nCustomer: 点击时区显示但是没有反应\nCustomer: 可以帮我联系技术支持吗\nCustomer: 时间显示不对\nCustomer: 我尝试了所有，但是仍然没有解决问题\nHuman Agent: 您好，您已联系客户服务部，我叫凯莉。您正在使用移动应用程序还是正在网站上尝试更改时间？\nCustomer: 我需要人工服务\nCustomer: 更改时间\nHuman Agent: 是的，我是一个真正的聊天代表，如果翻译不完美，我深表歉意，我们没有以中文为母语的客户护理助理，所以我必须使用翻译来帮助您。您是否看到我上面关于您使用我们的服务的问题？应用程序还是网站？这对于解决您正在使用的问题很重要。\nCustomer: 我的摄像头时间不对\nHuman Agent: 我明白，但是您是使用应用程序查看相机还是使用网站查看相机？\nCustomer: 应用程序\nCustomer: 我尝试更改时间，但是没有反应\nCustomer: 你在吗？\nHuman Agent: 完美的。要更改摄像机上的时间，您必须更改 NVR 上的时间，它控制并为摄像机提供时间，您可以转到设备列表，单击“我的设备”旁边的设置，然后点击NVR，单击右上角的设置齿轮，然后单击三个点（如果有），然后选择时区，或者如果没有三个点，则单击时区，然后更改时间，然后检查摄像机时间以查看是否它为你而改变。"]
["Customer: May I chat with a technician please\nCustomer: Thank you\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: There was an auto accident near my house this morning that took out a utility pole.  I lost power to my house for most of the day.  It is now back on and I have camera images on my phone but the house monitor is black.  I don't know where to start to get them back on there.\nHuman Agent: The NVR itself seems to be offline. Is it currently plugged into power and wired to the router?\nCustomer: Yes\nHuman Agent: Okay, is nothing showing on the monitor at all or just the empty black boxes where cameras would typically show?\nCustomer: The light on it is solid green\nHuman Agent: Okay, is nothing showing on the monitor at all or just the empty black boxes where cameras would typically show?\n\nCustomer: The empty black boxes\nHuman Agent: Okay. Please try to unplug the ethernet cable, hold down the pinhole reset on the back until the system restarts, then once it is back up again you can reconnect the ethernet cable again to see if the cameras then show up on it. \nCustomer: This is on the back of the NVR box, right?\nHuman Agent: Yes. \nCustomer: ok.  Give me a few minutes.\nHuman Agent: Okay. \nCustomer: Exactly which is the ethernet.  I have VGA, LAN, and USB\nCustomer: and power\nHuman Agent: It is the ethernet cable that is running to your router. It is likely the port labeled LAN. \nCustomer: ok\nCustomer: ok.  It is loading.  Should I go ahead and plug the LAN cord back in.\nHuman Agent: Yes, if it has already restarted you can plug that back in. \nCustomer: It started for a second and the Zmodo writing came up for a couple seconds but it is black again.\nHuman Agent: It does not even have the boxes where the channels would normally display this time?\nCustomer: The light on the front of the NVR is starting to flash blue\nCustomer: I have three boxes back with pictures.  One is still black\nCustomer: OK.  All four are back.  \nCustomer: The date and time is not correct.\nHuman Agent: It shows online now. Flashing blue implies it is recording. It does look like it removed the cameras though. If you hit live in the app on the NVR, do they show there this time? If so, if you would like to readd them you may do so in the app by connecting your phone to the same wifi network, hitting the plus in the top right of the home page, then choosing the Tap here to add it option at the bottom. \nCustomer: I have solid green\nCustomer: and now flashing blue\nHuman Agent: For the time/date, you can fix it in app or in the NVR menus. In app you can do it by going to settings to the right of My Devices on the home page, select the NVR, then the ... in the top right after making sure the NVR is still selected along the top, then choose the time zone option and select your time zone. \nCustomer: ok.  Let me try that\nHuman Agent: Okay. \nCustomer: OK.  You have been remarkably helpful.  It set and I am back in business.\nCustomer: I appreciate your help so very much.\nHuman Agent: Wonderful, good to hear. Is there anything else I can assist you with for now?\nCustomer: Not now.  Thank you so much again.  You are great!!!!\nHuman Agent: Have a great weekend!"]
["Customer: Nvr\nCustomer: Representive\n\nHuman Agent: How can I assist you?\nCustomer: Hello Grant, this is my old account \nCustomer: I'm having problem with an nvr I bought for my camera\nHuman Agent: Could I have the device ID of the NVR you are working with? It should start with ZMD and should be on a white sticker on the NVR.\nCustomer: I'm using the smartz app and can't get the nvr to connect to the app\nCustomer: ZMD11K516000582\nHuman Agent: You can tap on Devices. Tap on Add Device. Tap on the four squares in the top right corner. Tap on Legacy and Smart Kit.\nCustomer: Yes, I did it didn't work\nHuman Agent: Alright, what do you see on the app when you do the Smart Kit setup?\nCustomer: D/static_file/a4cf660f34_1_20241223162357.jpg\nCustomer: D/static_file/f9cd486311_1_20241223162416.jpg\nCustomer: D/static_file/8ab9f380b4_1_20241223162438.jpg\nCustomer: D/static_file/7240d7d871_1_20241223162455.jpg\nHuman Agent: Alright, so, I will need a few things. First, can you go to the home screen of the app and tap on My Account? Then tap on your email address or phone number at the top and tell me what the Account Number is?\nHuman Agent: Then can you unplug and leave unplugged the NVR system?\nCustomer: 22173701\nCustomer: Yes it's unplugged\nHuman Agent: Thank you. You can plug the NVR back in now. I have added the camera to your account.\nHuman Agent: Sorry, the NVR, not the camera.\nCustomer: Thanks so much...I have one more issue there's a camera not showing up through NVR\nHuman Agent: Alright, is the camera connected to the same local network as the NVR? Do you have a mesh network or any Wi-Fi extenders?\nCustomer: Yes I do...and it's hook to the same network\nHuman Agent: You do have Wi-Fi extenders?\nCustomer: Yes \nCustomer: It's two mesh under the same network\nHuman Agent: Okay, so that could potentially cause an issue. First, can you unplug the camera that is not showing on the NVR and plug it back in?\nCustomer: Yes, give me one second\nCustomer: Still waiting for the camera to come online\nCustomer: The camera is still blinking green\nHuman Agent: Okay, that means the camera is not connected to the Wi-Fi network. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD19I2IHA22930\nHuman Agent: Okay, so two things, the camera is offline, so you will need to connect it to your Wi-Fi network with the QR Code setup first. Second, that camera uses the h.265 video coding method and the NVR uses the h.264 video coding method. So that camera would not be compatible with the NVR system.\nCustomer: Ok, thanks I buy another for the nvr. Thanks for all of your help\nHuman Agent: You're welcome.\nCustomer: Thanks for your patience\nHuman Agent: You're welcome."]
["Customer: My dvr says wrong password I have already updated password but still says wrong \nHuman Agent: Hello, you've reached customer care, my name is Kylie. You have a Legacy DVR, Legacy devices are no longer supported within the app and can only be used locally, we are unable to provide customer support in regard to legacy devices so you will have to troubleshoot the device on your own unfortunately."]
["Customer: Hi\nCustomer: My camera Harddrive seems to have stopped working. Possibly water damage. How do I order a replacement drive?\nHuman Agent: Hello, you've reached customer care, my name is Kylie, let me look up your account \nCustomer: Ok\nCustomer: Seeking replacement hardrive\nHuman Agent: This NVR that you have is a Legacy device, we are unable to provide customer support for legacy devices, you will have to research and troubleshoot this device on your own."]
["Customer: Hello my dvr is making a beeping sound \nCustomer: Are you a real person \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Mira is a chat AI, I however am a real person, but for Legacy DVR's we no longer provide customer care support, Legacy devices are no longer supported within the app and can only be used locally, we are unable to provide customer support in regard to legacy devices so you will have to troubleshoot the device on your own unfortunately."]
["Customer: I am trying to see why my system just stopped showing anything and I cannot get it using the password\nCustomer: I had that and she had me sending over ID and then when I did said that you and gone\nCustomer: I am confused here I just need to login\nCustomer: I put the password in and it did not take it\nCustomer: you can keep sending me the same thing do you have actual support staff there\nCustomer: Troubleshooting\nCustomer: I hope so\nHuman Agent: You said that you were sending the Device ID for the device that you are having trouble with? Can I have that Device ID?\nCustomer: 15NQ58QF001211Y\nHuman Agent: It looks like the NVR is offline, which means it does not have internet access. Can you check the Ethernet port on the back that connects the NVR to your router? Are there any lights on the port?\nHuman Agent: Also, if you cannot log in to the NVR, then you can reset the NVR with the pinhole reset on the back of the system.\nCustomer: Green is solid and Orange is blinking\nCustomer: I can try a cable I know it working\nCustomer: I plugged in a new one and same thing\nHuman Agent: It is showing online now.\nCustomer: I do not have anything coming up\nCustomer: do I need to power down and back on\nHuman Agent: You can try restarting the NVR. If that does not work, then you can try resetting it to log in to the NVR and access the settings. You will just want to be sure to disconnect it from the router before you reset the NVR.\nCustomer: I just turned it off and on\nCustomer: same thing just black squares\nCustomer: reseting means it reloads everything\nHuman Agent: Resetting the NVR will set it back to default settings. It will allow you to log in to the NVR to see the settings of the NVR to see why it may not be showing the cameras.\nCustomer: it reset and shows all camera disconnected\nCustomer: yes I am\nCustomer: hello\nHuman Agent: Did you click on the Main Menu button in the bottom left corner and then click on Device Management?\nCustomer: I got it pulled up and just has the account no camera showing at all\nCustomer: they are coming back on\nCustomer: all in different places\nCustomer: got 3 that did not come up\nCustomer: Do I need to go reset all the cameral\nHuman Agent: Alright, then you can go to those three cameras, unplug the cameras, and plug them back in.\nCustomer: ok thank you Why would htis happen\nCustomer: okay well thank you\nHuman Agent: It seems the NVR was not connecting to the router, possibly because of the Ethernet cable. Resetting the NVR resets the password on it so that you can log back in, but it will also remove the cameras from the NVR, so they will have to reconnect and may not be added back in the same order.\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: My cameras are not working. I can not see video on the screen \nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are the power or HDD lights on on your NVR currently?\nCustomer: They are\nHuman Agent: Okay, and so there is no video at all on the screen or just a grid of black boxes?\nCustomer: Correct \nHuman Agent: That was an either or question. Which option are you saying correct to?\nCustomer: Just a grid of boxes\nHuman Agent: Okay, do you have both the NVR and sPoE repeater plugged into a router or do you have the repeater plugged into the NVR?\nCustomer: There is a blue cable that is connected on the NVR to the router \nHuman Agent: Okay, and is the sPoE repeater connected to the router as well then?\nCustomer: Correction. The blue cable is connected to the spoe repeater with the router. There is a white cable connected to the repeater and the NVR\nHuman Agent: I'm not quite sure what you mean. It should not be possible to both have the repeater wired to the NVR and the router at once unless you're using the powered sPoE ports which could damage either item. \nCustomer: The only cable that is connecting the NVR and the repeater, is a white cable. The only device that is connected to the router, is the repeater, which is a blue cable. Behind the NVR, it says NET. The white cable is connected to NET on the NVR and the white cable is connected to number 6 on the repeater\nCustomer: I meant 8, not 6\nCustomer: D/static_file/d2fe0772bd_1_20241002150324.jpeg\nHuman Agent: The only port you may safely connect to the NVR or router from the repeater is the NET port. The numbered ports are powered sPoE ports that are only for the sPoE cameras. Connecting other devices in that way may damage them. Typically you should have the NVR and the repeater connected to the router and they would communicate through it. \nCustomer: D/static_file/ef47c5eabd_1_20241002150334.jpeg\nHuman Agent: The only port you may safely connect to the NVR or router from the repeater is the NET port. The numbered ports are powered sPoE ports that are only for the sPoE cameras. Connecting other devices in that way may damage them. Typically you should have the NVR and the repeater connected to the router and they would communicate through it. \n\nCustomer: This is exactly how they have been connected since they were installed. The cameras were working just fine this morning. Are you saying that the current connections are incorrect and if so, does that mean that it took so long for the current connections to damage something?\nHuman Agent: I'm not sure if anything has been damaged, but that how you currently have it is likely to damage things. The net ports of both the NVR and repeater should have ethernet cables to the router. The powered ports on the repeater are only for the cameras. I would recommend first resolving that issue and then from there we can check whether things go back to normal or if not, what may be having an issue. \nCustomer: The repeater does not have a NET port. Only the NVR. The only port that the receiver has, other than 1-8, is LAN\nCustomer: LAN port is a blue cable that is connected to the router. The NVR is not and has never been connected to the router, and I have been able to view the cameras\nHuman Agent: Then you would use that port to connect it to the router. The only change you need to make at present is to disconnect the NVR from the powered sPoE port and instead connect it's net port to the router. Otherwise if you only wish to view the cameras locally you could also just connect the lan and net ports together between the NVR and repeater. \nCustomer: D/static_file/d6a7921b94_1_20241002151332.jpeg\nCustomer: D/static_file/3195417353_1_20241002151341.jpeg\nCustomer: I will go ahead and disconnect the white cable that is connected to NET on the NVR of which is connected to port 8 on the repeater. Then I will connect NET on the NVR to the router and see what happens. It will take a while for me to do so\nHuman Agent: Okay. \nCustomer: I removed the connections that were previously installed and used a grey Ethernet cable to connect it to NET on the NVR to then connect it to ETHERNET on the router. I did that with no avail \nCustomer: I am still seeing a black screen with white boxed outlines"]
["Customer: Hi, I have a ZMO-DC-5BN6 DVR unit and I cant log in to it. The previous maintenance person did not provide and log in passwords. I tried the Admin 111111 log in and that did not work. I can not even reach a menu screen.\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Unfortunately DVR systems are not supported. You may be able to reset it to the default password by bridging the jumper pins labeled reset or RST on the motherboard with a piece of metal while the system is on, but unfortunately that would be the only assistance we would be able to provide here. \nCustomer: yes, I could not find a reset button. \nHuman Agent: Yes, there is no reset button."]
["Customer: Set up\nCustomer: Problem\nCustomer: Problem install a device\nCustomer: Agent\nCustomer: Hellos Grant\nCustomer: I need tour help i'm having problem installing My nvr with My cameras\nCustomer: Also i'm having problem delete a device from My account\nHuman Agent: The NVR would need to be connected to the name local network as the cameras. The NVR will connect to the router with an Ethernet cable.\nHuman Agent: Okay, lets tackle one thing at a time. What do you want to start with?\nCustomer: I bought a new nvr and i want to connect My cameras and is not working\nHuman Agent: Could I have the device ID of the NVR you are working with?  It should start with ZMD and should be on a white sticker on the NVR.\nCustomer: Zmd11jk16000590\nHuman Agent: First, it would need to be connected to your router with an Ethernet cable. However, that NVR is a 720p NVR, so it would not work with your 1080p cameras.\nCustomer: Whattttt are You kidding me\nCustomer: They told me it was a 1080p nvr\nHuman Agent: Unfortunately no, it is a 720p NVR.\nCustomer: Ok\nCustomer: Let me return this nvr\nHuman Agent: You would want to contact the seller. We have not made and sold the NVR systems for a few years.\nCustomer: Ok thanks\nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: Nvr\nCustomer: I’m having trouble adding nvr \nCustomer: Having trouble adding NVR\nCustomer: Trying to add it via app but doesn’t show up to add nvr\nCustomer: Speak to agent\nCustomer: I’m having trouble adding nvr via app. I tried to add by smartkit but when select to add no smart kit is available \nHuman Agent: Okay, can you send me the NVRs model and ID number, I will try to look up the device and if its online I can assist you and add the device to this account. The ID info info will be on the cameras sticker and start with ZMD, 14, or 15 and have no dashes or spacing. \nCustomer: One moment please\nCustomer: Zmd12d816000169\nCustomer: Zm-ss7008b8\nCustomer: It should be online \nCustomer: However, I cannot add it to my account\nCustomer: Are we still connected?\nCustomer: Yes\nCustomer: Do you see the nvr online?\nHuman Agent: Apologies for the delay, tis a tad busy right now. I did find the NVR and it is online, One moment while I add it to your account here.\nHuman Agent: I added the NVR now, it is on your account as \"NVR\" let me know if you are able to view it properly from the app or if you have any trouble. \nCustomer: I can see it now. Thank you. However, I was having trouble with one camera can view on app but blank screen on monitor \nHuman Agent: What is the name of that camera, I will check what resolution it has.\nCustomer: Hmart3\nHuman Agent: Okay one moment\nCustomer: Ok\nHuman Agent: I may know a fix for the issue, Can you unplug the H3mart camera for 30 seconds, then plug it back in and tell me when its back online again?\nCustomer: Ok sure\nHuman Agent: Okay\nCustomer: It’s back online\nHuman Agent: Fantastic, sometimes this is a little bug that can happen, normally this occurs when the camera is already online, then the NVR comes online after the camera so a quick reboot can resolve the issue easily. \nCustomer: Still showing black screen on monitor\nHuman Agent: which NVR does it have a black screen for, is it the new one that I added or is it the other NVR named Home on your account that its black?\nCustomer: I can view remotely on app but only hmart 3 camera is showing black screen when viewing on monitor and for playback. Every other camera is properly working \nHuman Agent: Which NVR are you trying to look at locally though, is it the \"home\" NVR or the NVR I added for you to the account that its black locally. \nCustomer: Hmart nvr\nCustomer: The one you just added is working properly except the camera hmart3 that’s connected to nvr is showing black screen on monitor so viewing playback shows black screen. Other cameras working properly \nHuman Agent: Okay, Lets try deleting and readding that specific camera to the NVR to see if that helps at all. From the NVR locally is where you would do this, do you have a mouse connected to the Hmart NVR at all? \nCustomer: Yes\nHuman Agent: Okay With the mouse open the menu, then click device management, after that take a picture of the screen and send it to me,\nCustomer: D/static_file/c2f65cfdd9_1_20250212114046.jpg\nCustomer: It’s online but showing black screen for ch3 which is hmart 3 camera\nHuman Agent: Okay, on this page where it says \"search and add all devices automatically\" click the square so it is not highlighted (not blue), then for the camera is CH# (the hmart 3 camera) I want you to click on it then click delete device, make sure it is the only one highlighted before you delete it though so \nHuman Agent: Let me know once you have delete it.\nCustomer: Deleted\nHuman Agent: Okay now click and highlight that empty spot you deleted the camera from, the click on add device automatically, From there tell me if you only see one IP address or if there are several that pop up at all.\nCustomer: 3 ip address for all 3 camera\nHuman Agent: Okay, I want you to click on one of the IP addresses and add it, after that back up to the live view form the NVR and tell me if its the correct camera, if it is not I will have you take a picture of the screen and send it to me then we will delete that one and try one of the other IP adresses next.\nHuman Agent: The picture you take, would be of the device management page like before. \nCustomer: D/static_file/939f120fc4_1_20250212115032.jpg\nHuman Agent: Okay, was that camera the right one could you see the video or was it blank like before?\nCustomer: Still showing black screen on ch3\nCustomer: D/static_file/78618301cb_1_20250212115223.jpg\nHuman Agent: Okay, delete this one again, and try to add another camera from the add device manually list, don't add the camera with the IP address ending in 248 this time. \nHuman Agent: Wait a minute, this screen only shows 4, not 8. are you positive you have this monitor connected to the Hmart NVR and not another NVR?\nCustomer: Yes only connected to hmart nvr \nHuman Agent: Can you take a pciture of this NVRs sticker on the bottom and send that to me \nCustomer: D/static_file/29108a1e34_1_20250212115634.jpg\nCustomer:  I have added ch1 camera to ch3\nHuman Agent: Found the issue, locally for this NVR the Monitor will always show black for 1080P resolution cameras, The video from the app and the video recorded onto the NVR will appear normal and work properly, but to view them you would view the playback and live footage from the app only as locally from the NVR it will show as a black/blank screen. SO for these 1080P resolution cameras it will not show from the monitor. \nCustomer: Wow so I cannot view playback at all\nHuman Agent: As I said, you can view the playback, it is there but you would only be able to do that from the app as with this NVR it will make the footage locally from the monitor appear black. This is because the NVR you have here is a 720P resolution NVR, from the NVR itself it will record footage for 1080P cameras but it cant display the footage from it due to it being a 720P NVR, it doesn't have the ability to display from itself 1080P from the monitor. \nCustomer: Ok so which cameras models can be used with this nvr\nHuman Agent: When you're on the home page of the NVR where it shows the cameras, if you hover your mouse along the bottom to bring up the menu, can you send me a picture showing the buttons you have in the bottom right?\nCustomer: Yed\nHuman Agent: When you're on the home page of the NVR where it shows the cameras, if you hover your mouse along the bottom to bring up the menu, can you send me a picture showing the buttons you have in the bottom right?\n\nCustomer: D/static_file/ad8d942cdc_1_20250212121409.jpg\nHuman Agent: If you go to the 8 channel view button (the 3x3 grid of boxes next to the playback button, does it show at all or still won't then?\nCustomer: Not showing \nHuman Agent: Okay, did it swap over to a grid of 9 boxes instead of 4 as it had when you sent pictures before?\nCustomer: D/static_file/43883419a9_1_20250212121749.jpg\nHuman Agent: Okay, thank you. I apologize for the confusion earlier, but this NVR is compatible with 1080p devices and from what we can see, it should be able to work. I see it is a different model though. Could I please get an email to reach you, I'll then check in with our developers on this, then can get back to you within the next day or two with more information? We could also arrange a callback instead if that would be easier than email, though it would still need to be on a future date to allow me time to hear back from the developers. \nCustomer: There’s no resolution unless I get 720p camera?\nHuman Agent: No, that is not what I said \"I apologize for the confusion earlier, but this NVR is compatible with 1080p devices and from what we can see, it should be able to work. I see it is a different model though. Could I please get an email to reach you, I'll then check in with our developers on this, then can get back to you within the next day or two with more information? We could also arrange a callback instead if that would be easier than email, though it would still need to be on a future date to allow me time to hear back from the developers. \"\nCustomer: My email address is philg35@gmail.com\nCustomer:  Please email when you get more information \nHuman Agent: Okay, I will check in about this issue with our developers and then reach back out to you in the next day or two from support@zmodo.com. If you do not see my email by end of day Friday, please make sure to check your spam in case the email was directed there. Is there anything else I can assist you with in the meantime?\nCustomer: That’s all for now hopefully there’s a resolution to this issue"]
["Customer: Need help\nCustomer: One camera on dvr is getting stuck\nCustomer: How do I contact technical support \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: There are four on my screen. Do I assume #1 is the first camera on top left?\nCustomer: ?\nCustomer: Is there no longer phone support \nHuman Agent: Channel 1 would be the top left corner of the monitor that you have plugged in to the NVR.\nHuman Agent: You can tap on Schedule Call to make a callback appointment if you would like to.\nCustomer: Thank you\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Even I did change another outlet.the power linking 1 time.agter that no more power\nHuman Agent: Hi my name is Wendy.\nHuman Agent: NVR & cameras all show offline.  Did you get a new router? \nCustomer: You say I need buy another dvr camere.\nHuman Agent: No I didn't say that.  I asked if you got a new router because your NVR & cameras show offline.\nCustomer: I just change router wifi 2 week ago\nHuman Agent: Did you connect the NVR to the new router?\nCustomer: Yes\nHuman Agent: NVR shows offline.  You have an ethernet cable running from the back of the NVR to your main router?\nCustomer: But dvr no power\nHuman Agent: make sure both ends are plugged in tight\nHuman Agent: The NVR is not powering on?\nCustomer: Yet\nHuman Agent: Plug the power adapter directly into a working wall oulet -no extension cables, power strips, or extension cords -see if that will get the NVR to power on\nCustomer: Dvr power on the light dvr linking 1 time.after power off\nHuman Agent: The NVR light comes on for a minute then turns off again?\nCustomer: Yes\nHuman Agent: The power adapter is connected directly to a wall outlet?  no extension cables, power strips, or extension cords\n\nDid you try a different wall outlet?\nCustomer: Light on second and off right the way\nCustomer: I did try many time\nHuman Agent: Unfortunately if the NVR will not power on either the power adapter needs to be replaced or the NVR is defective.\nHuman Agent: \tZM-SS7009B8-S takes a 19v 4a power adapter  you can find them on eBay if you want to swap out the adapter:  https://www.ebay.com/itm/375318754930\nCustomer: Thank you .I'll test adapter\nHuman Agent: You're welcome"]
["Customer: Hello, if I have an older hard drive that doesn’t allow for cloud storage can I purchase just the hard drive , nvr and continue to use my older cameras \nCustomer: How do I know if my cameras will be compatible ? \nCustomer: Where can I find the nvr \nHuman Agent: Hello, you've reached customer care, my name is Kylie, let me look up your account, one moment\nCustomer: Thank you\nHuman Agent: What you have on the account is a Legacy NVR, you will only be able to view the footage properly from the device locally. It also is compatible with the 720P Zmodo or Funlux cameras, it can use some of our 1080P however those cameras will look distorted when viewed live on the monitor, the video recorded will be perfectly fine though.\nCustomer: So I could purchase a new nvr for storage , and view the storage the live screen will just be distorted ? Is that correct\nHuman Agent: We don't sell or make the 720P cameras but you may be able to find some through third party's such as amazon or eBay. For the 1080P cameras I can send you a link to some that work with the NVR units by our partner SHO, however all of our current camera models are not compatible with your NVR\nCustomer: Okay, I am looking to keep my cameras just upgrade the nvr if that’s possible\nHuman Agent: with the NVR you have right now, the individual live view of the cameras from the Monitor would look distorted. . The last NVRs that we made only work with the wireless cameras not the wired unless you have what's called a repeater. You could keep your current NVR to use it as a repeater (repeaters give the cameras power and internet) then also plug in one of those NVRs, but you would unfortunately have to look on third party sites for any of those wireless NVRs as we don't make them anymore, We haven't made an NVR or DVR since 2018\nCustomer: I understand , thank you!\nHuman Agent: thank you as well, have a good day"]
["Customer: Hello, Im Carlos Fabela.\nCustomer: I have submitted two RMA as noted  below and the reason is also noted as well.\nCustomer: RMA-5J001195650 - 10/27/24\nRMA-5L001195912 - 12/12/24\n\nItem is out of Warranty\nCustomer: Can I get a listing of the items still on warrenty?\nCustomer: Agent\nCustomer: Needed assistance on obtaining a list of cameras still on warrenty.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me try to look up the RMA's you submitted, one moment.\nCustomer: RMA-5J001195650 - 10/27/24\nRMA-5L001195912 - 12/12/24\nHuman Agent: I was not able to find any RMA's under either of those numbers, Can you send me the email you sued on the forum I may be able to find them with that info\nCustomer: one sec\nCustomer: Your RMA # RMA-5L00195912 has been updated\nAA - CF to Review\n\nsupport@zmodo.com\n1:14 PM (1 hour ago)\nto me\n\nZmodoStore \nGreetings,\n\nYour RMA # RMA-5L00195912 has been updated to status \"Completed.\" Please do not hesitate to contact our Customer Support department at support@zmodo.com if you have any additional questions or requests.\n\nItem is out of Warranty\n\nBest regards,\n\nZmodoStore Customer Care\n\nZmodoStore\n\nStandard RMA policies apply. See http://www.zmodo.com/rma/ for more information.\n\nCONFIDENTIALITY NOTICE: This communication is only for the person(s) named above. Unless otherwise indicated, it contains information that is confidential, privileged or exempt from disclosure under applicable law. If you are not the person(s) named above, or responsible for delivering it to that person(s), be aware that disclosure, copying, distribution or use of this communication is strictly PROHIBITED. If you have received this communication in error, or are uncertain as to its proper handling, please immediately notify us by sending us a message here to let us know.\n\nHuman Agent:  As I said before, I need to know your email to search for the RMA\nCustomer: cnmfabela@gmail.com\nHuman Agent: Okay, one moment. \nHuman Agent: I Found both RMAs, Yes both of them were denied because the items are outside of the warranty the message you are seeing for reason for denial is correct. The warranty is not based on camera type, but based on date purchased from us directly, the cameras are well outside of the warranty period which is a year from the date of purchase for a return for replacement, and its 30 days for return without replacement. \nCustomer: So that means all my cameras are out of warrenty?  Can i get a list?\nCustomer: Can i still purchase the same type cameras from zmodo?\nHuman Agent: We don't have a list, Like I said its based of purchase date, if tis been longer then a year from the date of purchase then its outside of the return for replacement warranty.  Yes all of the cameras you submitted the RMA for are outside of the return for replacement and return without replacement period. \nCustomer: So can i still purchase the same cameras from zmodo?\nHuman Agent: We no longer make wired cameras so it would not be possible. We do not have any 2nd gen cameras such as the one you are trying to rma. You will have to look on third party sites to locate any of those older models. \nCustomer: Can you suggest a third party site?\nCustomer: would that be like an ebay or something like that?\nHuman Agent: You could try amazon, or Ebay to search for 2ng Gen cameras, otherwise If you want a Wi-Fi camera that is compatible with NVRs we have a partner that makes some that are compatible but we no longer make cameras that are compatible with NVRs. Those partners cameras I mentioned need to plug into a wall outlet for power, do you want me to send you a link for those?\nCustomer: yes please\nHuman Agent: Here is a link for those, https://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7/\nCustomer: thank you\nHuman Agent: No problem. Any other questions before we go?\nCustomer: no thanks\nCustomer: have a good day\nHuman Agent: Okay, You too, Have a great day."]
["Customer: password reset\nCustomer: brand new install asking for password\nCustomer: there is no me tab\nCustomer: system is not prompting me to set a password, it is asking for a password\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The chat AI mira misunderstood what youw ere asking I apologize for that\nCustomer: Hello Kylie, my name is lorenzo\nHuman Agent: Pleasure to meet you. Whenever you change the Wi-Fi name, password, or router to reconnect the cameras you have to go through the setup again do you remember the setup or would you like for me to send you the directions for the setup?\nCustomer: I am a professional CCTV installer  I just finished installing your system and it is asking for a password  My customer is saying it is a brand new system never installed before\nHuman Agent: Okay, I can try to help out. For me to find out the setup info I will need the Model and ID numebr from the devices. Is this system for your client only cameras or is there an NVR or DVR as well?\nCustomer: where would i find the model? only Zmode on the front of system and its a NVR\nHuman Agent: On the cmaeras themselves the Model will be on a sticker located on the bottom of the cameras and for the NVR the model and ID number will be on the bottom on the sticker there. For the cameras and the NVRs ID number it will start with ZMD, 14, or 15 and not have any dashes.\nHuman Agent: do these cameras plug directly into the NVR for power or do they plug into a normal wall outlet for power?\nCustomer: model: ZP-IBH15-S\nCustomer: They connect directly to the NVR for power with a RJ45 plug\nHuman Agent: Okay, For wired systems like this you would Plug the NVR into a power and then plug it into the router for it to get internet, its similar to the DVR where its plug and play locally with a monitor and a mouse of course but if they want to add it to their account they would create and account and add it by clicking the Plus in the top right and normally it will pop up asking to add the NVR to the account, if it does not do this for you though let me know and You can send me the NVRs ID number so I can look it up in our system and make sure its showing its getting internet properly. \nCustomer: LIke i explained, I cannot get into the system to program it  I am stuck at the log in screen  this is a first install, system has not been configured yet to be online, cause i cannot log in. I need a password to get into the system.\nCustomer: I guess i am looking for a  superuser password to get into the system\nCustomer: ZND13FMDC002978\nCustomer: ZMD13FMDC002978 Correction\nHuman Agent: Ah I see, thought you were trying to get it online for the app not local my mistake. For this model of NVR it looks like it has a default password of 6 1's, try that and if that doesnt work then we can try a reset to see if it goes to the default again.\nCustomer: Yes i tried that already, i was in the manual and did not work\nHuman Agent: That ID number you sent appears to be for a camera not for the NVR itself. Are you perhaps able to take a picture of the NVRs sticker's and send that to me to see if I can get the ID number from that?\nHuman Agent: thats not good, for the reset did you incert a pin into the back of the NVR and watch the monitor to see if the unit reacted at all? normally to knwo fi tis reset the monitor will go completely black, perhaps it did not reset.\nCustomer: I did not notice that you can reset the NVR with a pin\nHuman Agent: Okay, On the back of the NVR there is a small pinhole, you can incert a pin/paperclip and hold it to trigtger a reset.\nCustomer: Ok I put a pin in the reset, screen went black and it is  restarting at the moment\nHuman Agent: You will know its taken the reset once the monitor turns black, it roughtly takes 30 seconds to a minute of holdign the pin in the pinhole for this to occure\nHuman Agent: Woohoo! good job.\nCustomer: Well its still at logo screen\nHuman Agent: it takes about 1-2 minutes for it to boot up after a reset. Let me know if it still only has the logo after 3 minutes\nCustomer: I think it might have worked, think customer was not fully truthfully to me\nCustomer: It is asking me to enter a new password now, i have a feeling my problem has been solved\nHuman Agent: Great! that's good news. If you have any trouble alter in in your isntall jsut message us in chat again. Say agent and you will immediately get a live agent in the chat. Have a good install and beautiful day\nCustomer: Thanks, you were a great help. Have a nice one"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: is there a way to see data on the hard drive without the NVR\nCustomer: 1 TB WD hard drive I need to see the recordings on\nCustomer: what application do I need to read zmodo files on the hard drive\nCustomer: need a pc not a smart phone to read the data\nCustomer: talk to a person\nCustomer: agent\nCustomer: quick question.  can I see the recorded data from an old NVR? I have the hard drive plugged into my computer with a usb device.. Is there aany software available to let me see those recordings without the nvr?\nHuman Agent: Hello, you've reached customer care, my name is Kylie there is not a way to see the video from the HDD (hard drive) without one of our NVRs .  \nCustomer: dang ok\nHuman Agent: Is there anything else I can assist you with today?"]
["Customer: why if i move fan camera the other move too\nCustomer: i stall 2fan /tilt cameral when i wnat two rotate the one camera the other move too\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: What is the device ID on the camera you are needing hel pwith?\nHuman Agent: the ID will be on a sticker on the camera and start with ZMD or GSG\nCustomer: i have dvr zmodo  i got 8 wire camera and 2 were fan/tilt camera  when i try to fan the camera and the fan too \nHuman Agent: What is the model of camera?\nCustomer: zmodo fan/tilt camera i dont knoe the model i think i old want big roung\nHuman Agent: could you provide a clear picture of it?\nCustomer: zmdx-sbn8 \nHuman Agent: That is the model of the DVR right? what about the camera you are needing help with?\nCustomer: wire fan/tilt camera\nHuman Agent: I am not familiar with that type of camera\nHuman Agent: could you provide a clear picture of it?\nHuman Agent: Can you view the camera on a monitor connected to the DVR?\nCustomer: yes\nHuman Agent: Okay.  Unfortunately legacy DVRs and legacy analog cameras are no longer supported but you should still be able to view the analog cameras from a monitor connected to the DVR.\nCustomer: yes\nCustomer: ok not supported anymore\nHuman Agent: correct\nCustomer: ok thanks\nHuman Agent: You're welcome"]
["Customer: How to talk to agents?\nHuman Agent: How can I assist you?\nCustomer: I just received Zmodo wireless security camera. I set it up. Everything seems OK but I can’t see it on my tv screen on my DVR. ?\n\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ???\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd19g4ih413728\nHuman Agent: How many cameras are you able to see on the NVR system?\nCustomer: 8\nHuman Agent: The NVR on your account is an 8 Channel system, so you can only have 8 cameras on the NVR system.\nCustomer: Yes I delete one of the channel on the NVR\nCustomer: I got no problem to use my old security camera except a new one I buy. \nHuman Agent: If you see 8 cameras on the screen, then that means that all of the channels are filled with other cameras.\nHuman Agent: Do you just get a black screen in the channel that you add the new camera to?\nCustomer: Yes \nHuman Agent: That would be because the camera uses h.265 video coding method and the NVR and other cameras use the h.264. So the NVR cannot interpret and display the signal that the camera is sending.\nCustomer: So What kind of camera I should buy?\nHuman Agent: We have a partner company named SHO who sells 1080p cameras that work with your NVR system. It looks like you have some SHO cameras on your account already.\n\nhttps://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7\nCustomer: ???\nHuman Agent: Did you receive my message about the SHO cameras? Do you have any questions about that?\nCustomer: What is SHO mean?\nHuman Agent: SHO is a company. I will send the message again in case you did not receive it.\nHuman Agent: We have a partner company named SHO who sells 1080p cameras that work with your NVR system. It looks like you have some SHO cameras on your account already.\n\nhttps://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7\nCustomer: 👍 thank you\nHuman Agent: You're welcome."]
["Customer: Why do I have to pay cloud service when I have recorder \n\nCustomer: Such a scam \nHuman Agent: Hi my name is Wendy.  Paid cloud plans are optional not required.\nCustomer: It worked well for years \nCustomer: -1\nCustomer: I want to be able to use my recorder, that’s it \nCustomer: I have been buying your equipment for years \nHuman Agent: What worked well for years?\nHuman Agent:  Paid cloud plans are optional not required\nCustomer: The recordings, \nIt doesn’t work now unless I subscribe \nHuman Agent: Are you trying to playback footage directly from the recorder? or on the app?\nHuman Agent: Backyard camera & Driveway\tcameras are not compatible with Zmodo NVRs so you would only be able to view the live feed from these two cameras directly on the app.\n\n\nHuman Agent: If it is these 2 cameras you are not able to playback\nCustomer: ?"]
["Customer: Camera footage\nCustomer: Can you recover camera footage from yesturday for me\nCustomer: Customer support\nCustomer: Hey Grant, am I able to recover camera footage yesturday\nHuman Agent: You can try checking the Playback on your NVR system. If there is any footage, then it would be saved locally on a hard drive in your NVR.\nCustomer: How would I go about that?\nHuman Agent: You can try tapping on Playback in your app for the NVR and then at the top you can change which camera you have selected. Or you can connect a monitor and a mouse to the NVR and view the Playback directly on the NVR.\nCustomer: Okay let me try that\nCustomer: Can I unplug my NVR right now?\nCustomer: What does it look like again?\nHuman Agent: The NVR would be your recording system that the cameras plug in to. You can unplug it, but it would need to be plugged in for you to try to view the footage from it.\nCustomer: What's the easiest way to plug it in?\nHuman Agent: What do you mean? Do you mean to connect it to a monitor? There will be a VGA or HDMI port on the back that you would use to connect the NVR to a monitor.\nCustomer: Okay let me see here\nCustomer: I plugged in the NVR\nCustomer: it shows me like a tik tak toe screeen\nCustomer: Does the network have to be plugged in?\nHuman Agent: It would need to be connected to the same network to see live video from the cameras or to continue recording. But if you are just trying to view already recorded footage, then you can click on the Playback button on the right side of the taskbar at the bottom of the screen.\nCustomer: Do I need to be subscribed to see yesturday!\nHuman Agent: No, as I said, if there is footage recorded from yesterday, it would be recorded locally to the hard drive in your NVR.\nCustomer: Okay \nCustomer: Let me see if I can get this to work\nCustomer: Yeah\nCustomer: Did it have to be hooked up to any network?\nCustomer: Will any work \nCustomer: As long as there is network available?\nHuman Agent: The NVR would need to be connected to the same network as the cameras in order to see live video from the cameras or to continue recording. But if you are just trying to view already recorded footage, then you can click on the Playback button on the right side of the taskbar at the bottom of the screen.\nCustomer: What does the playback button look like\nHuman Agent: It looks like a Play button. It is on the right side of the task bar at the bottom. If you hover over it with the mouse it should say Playback.\nCustomer: I'm not seeing that \nCustomer: Im on the online app\nCustomer: Are you talking about the phone app?\nCustomer: Also on the phone app it says no footage avaialbe during this period why would that be\nHuman Agent: I did not know you have changed to the phone app. You were previously asking questions about plugging the NVR in to a monitor, so I assumed you were still doing that.\nCustomer: The NVR isn't show me \nHuman Agent: There could be several reasons it says that there is no footage available. If there is something wrong with the hard drive in the NVR, then it may not be able to record video. Or if the settings (typically the time and date settings) on the NVR are incorrect, then it may have recorded to a different time and date.\nCustomer: okay\nCustomer: When I plug in the NVR it says video loss?\nCustomer: Why would it say that?\nHuman Agent: When you plug the NVR in to what?\nCustomer: Into a monitor \nCustomer: So I plugged the NVR into a montior and I tried hooking up the desktop to use a mouse but the mouse doesnt work \nCustomer: How would I do that?\nHuman Agent: You tried hooking the desktop up? Or do you mean you unplugged the mouse from your computer and plugged it in to the NVR?\nCustomer: You need to plug it in the NVR?\nHuman Agent: Yes, you would plug the mouse in to the NVR in order to use it on the NVR."]
["Customer: Question, Can I use your DVR for my home cameras? Do you guys still have a DVR\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We stopped selling DVR units in 2018 and no longer support them on our app.  DVR units only work with Analog cameras which are a wired style camera. \nHuman Agent: They do not work with Wi-Fi or wireless cameras."]
["Customer: real person please\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\n\nCustomer: were you able to look at my previous chats\nCustomer: hello\nHuman Agent: No I have not done that, I will do so now.\nCustomer: ok\nHuman Agent: I read the previous chat now. What are you needing assistance with today?\nCustomer: I plugged nvr and repeter into the router and nothing is working\nHuman Agent: Okay, on my end when I look up your account its showing that the cameras and the NVR are not getting any internet.  Do you see any of the cameras from the Monitor at all?\nCustomer: everything is disconnected. I have a tech with the internet coming Tuesday. I will reach out to you when he gets here if he can't get me connected. I've had several look at it with no success.\nHuman Agent: Okay, our hours are 9AM-6PM central time so we will have live agents during that period. Is there any other questions I can assist you with before you go?\nCustomer: Thanks nothing for now.\nHuman Agent: Okay, have a good day"]
["Customer: I have a problem with my ZS-2008-B-1TB unit and have sent 2 emails - but gotten no response. How can I speak to a person?\nCustomer: agent\nHuman Agent: Could I have the Model or Device ID of the system that you are having trouble with? There will be a sticker on the bottom of the system with that information.\nCustomer: ZS-2008-B-1TB\nHuman Agent: That is not the Model or Device ID for any of our systems.\nCustomer: Yes it - I'm looking at your website under 1080p sPoE Security Systems AND a copy of the SKU from the box! https://support.zmodo.com/?action=show&cat=29\nHuman Agent: Okay, yes, but that is not the Model or Device ID. Are you there with the system right now?\nCustomer: I just found more paperwork - H2K-S with Hub BS-0001\nCustomer: ZP-1BH2K-S\nCustomer: Smart Business Security System, S/N ZNY010953180904B0057\nHuman Agent: That is a repeater and a camera. Are you there with the system right now? I am not asking for information from paperwork, but off of the actual NVR itself. Can you give me more details about the issue you are having with the NVR?\nCustomer: Let me start by saying that my husband, who installed the unit, has passed away, so I'm on a steep learning curve. I will go to where the unit is. What is an NVR?\nHuman Agent: Network Video Recorder. It is what the cameras record to. You said that you are having a problem with it. Can you give me more details about the problem you are having?\nCustomer: The cmera videos are no longer displayed on the monitor – but the monitor is working\n\nMy monitor has power and shows the “grids” for the video feed for 9 cameras. The ZP-NM28 power light is on, but the BS-0001 has no power light. I think the ZP-NM28 needs to be replaced.\n\nCustomer: NVR ZM-SS800D88-iTB\nHuman Agent: If you see a grid of squares where the cameras would normally be and you see the power light on the NVR, then it is not likely the NVR that is the issue. It is likely the repeater, BS-0001 that is the problem.\nHuman Agent: Could I have the Device ID from the NVR system? It will be on the same sticker as the Model ZP-NM28.\nCustomer: zmd14hg39211083\nCustomer: that \"3\" in the middle should be an \"e\" - hge\nHuman Agent: Alright, it looks like the NVR is online, but the cameras are not. So the issue is likely with the repeater. You can double check that the repeater is plugged in and also try plugging it in directly to a wall outlet if it is plugged in to an extension cord or power strip.\nCustomer: Let me get to the back .... give me a minute.\nCustomer: It is plugged directly into a back-up power supply that is on/is powering other things, so I don't think electric supply is the roblem.\nHuman Agent: Well, the repeater does not seem to be powering on, so are you able to try plugging it directly in to a wall outlet? After that, you may want to try unplugging the cameras from the repeater and then plugging them in one at a time to see if you get any lights on the Ethernet ports that the cameras plug in to.\nHuman Agent: IF there is still no lights on the repeater after that, then it is the repeater that has failed and purchasing a replacement would be the solution. Replacement 4 Channel repeaters can be purchased here https://www.ebay.com/itm/375286206306?itmmeta=01HQXP2BEMQV0GDRFPDTNVHBYK&hash=item5760cd0f62:g:-gcAAOSwCrRl4h5O\nCustomer: I am literally 2\" away from reaching a wall plug without an extension cord (without disconntecting all the camera inputs) I found a 12\" extension cord and plugged that into the wall but no change. I will also advise that this unit USED TO be working so I feel pretty sure it's not the electricity or the feeds. Based on what you say, it sounds like I need to get a repeater. I have 8 channels ... How do I handle that?\nHuman Agent: If you just want to replace the repeater, then you would just purchase two of the 4 Channel repeaters.\nCustomer: So there are currently no 8 channel repeaters available at this time?\nHuman Agent: That is correct. We do not have any 8 Channel repeaters available at this time.\nCustomer: Ok - you've answered my questions and helped me trouble shoot the problem. I'll have to get someone locally to help me with replacing one repeater with two unless there is some sort of splitter to one input. Thanks for your time.\nHuman Agent: You're welcome.\nCustomer: Have a good day!\nHuman Agent: Thank you. You have a good day, too."]
["Customer: Video hub not finding all devices\nCustomer: Customer support\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\n\nCustomer: I’ve added a few new cameras to my system, but they are not showing up in my video hub\nHuman Agent: Okay, What are the names you gave thsoe cameras? I will check and see if theya re compatible with it or not.\nCustomer: Austin back porch\nAustin pool\nMini yellow\nMini white\nHuman Agent: Okay, im working on looking up info for those 4 cameras, one moment\nCustomer: Thank you\nHuman Agent: All of these cameras should work with the NVR, You may have to reset the NVR for it to try and pick up these new cameras. To do that you would first unplug the NVR from the router (this is very important it has to be unplugged form the router or else if its still plugged into the router when you reset all the cameras would reset) You would after that grab a pin or paperclip and on the back of the NVR will be a pinhole, you would hold the pin in the hole for about 20-30 seconds then remove and let the unit boot up for a minute. \nHuman Agent: After that then you would plug the unit back into the router. \nCustomer: Ok. \nCustomer: I’ll so that\nHuman Agent: Okay\nCustomer: Plug router back in at startup?\nCustomer: Or wait til fully back\nHuman Agent: you would wait until its all the way booted up then plug the router back in \nCustomer: Signing in again now\nHuman Agent: Okay\nCustomer: They did not show. Just the original 3\nHuman Agent: do you have the NVR plugged directly into the router?\nCustomer: When I try to enter them manually using the IP address, it still does not find them\nHuman Agent: Did you set up these new cameras on that same routers Wi-Fi? not an extender or separate routers Wi-Fi?\nCustomer: But they do show in the app\nCustomer: They’re all part of a mesh system\nCustomer: They are connected to the same router as the others\nHuman Agent: It sounds like that's why the cameras are not being pulled by the NVR, mesh systems are similar to extenders and if a camera is connected to another node instead of from the network directly then it wont always be able to pull them in and add them to the NVR and that's what is occurring.\nCustomer: The device versions are much different, even though the cameras are the same.\nCustomer: The older versions are showing while the newer ones are not\nHuman Agent: We can try troubleshooting more in depth with the devices, I think it has something to do with the mesh network as to why these are not connecting but we can troubleshoot over the phone to make sure nothing was missed with how you set them up to the network. \nHuman Agent: I sent the call scheduler, just let me know if you have any trouble with scheduling. \nCustomer: Could schedule. Will try one more time \nHuman Agent: Pardon?\nCustomer: I had trouble scheduling it at first, but tried it a second time and it worked\nHuman Agent: Okay great. \nCustomer: Talk to you soon. Thank you for the help.\nHuman Agent: You as well, have a great day."]
["Customer: Hello, my Name is Alex\nCustomer: i have an ZMD-DT-SCN8, i have no Pasword, how can i make a faktory reset?\nCustomer: is ther an other way to reset the pasword?\nCustomer: 1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up the model of the device you sent earlier, one moment.\nHuman Agent: You have a Legacy DVR, Legacy devices are no longer supported within the app and can only be used locally, we are unable to provide customer support in regard to legacy devices so you will have to troubleshoot the device on your own unfortunately."]
["Customer: Hello\nCustomer: I was waiting on chat for reply. Someone named Wendy asked for the id of device I've talked to you also\nCustomer: Ty\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Mira is a chat AI\nHuman Agent: Let me review your previous chat with Wendie, one moment. \nHuman Agent: I don't see where you sent Wendy the ID numbers in the previous chat, can you please send me the ID of the NVR so I can assist you further. The ID will be listed on a sticker on the bottom of the NVR, it will start with ZMD or 1.\nCustomer: ZMD13I9A1241288\nHuman Agent: Thank you, one moment while I look up this NVR. \nHuman Agent: You have a Legacy NVR, Legacy devices are no longer supported within the app and can only be used locally, we are unable to provide customer support in regard to legacy devices so you will have to troubleshoot the device on your own unfortunately. \n\nCustomer: Wow that sucks \nCustomer: Most def won't be buying zmodo again and I was looking to upgrade anyways but ty I appreciate your time\nHuman Agent: Thats no problem. Have a great day take care."]
["Customer: Can I check the last years video?\nCustomer: Is there any way to see it?\nCustomer: Chat agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The NVR does store some footage but typically it overwrites video to record new video and not fill up totally (if that happens it wont record any new footage) so it only has around a months worth of footage. You can check the NVR by clicking playback and see how far you are able to view in the past to be sure there's no video from before a month."]
["Customer: Troubleshooting\nCustomer: I have lost all camera feed\nCustomer: -1\nCustomer: I have a zoom Moto 16 camera DVR. I have lost our camera feed. These are wired units\nCustomer: -1\nCustomer: I need to talk with someone human\nCustomer: -1\nCustomer: Need a phone number for customer support\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can  schedule you so you can speak with a rep over the phone if you prefer, what would you like?\nHuman Agent: Ah, I read your comments above, You have a Legacy DVR, Legacy devices are no longer supported within the app and can only be used locally, we are unable to provide customer support in regard to legacy devices so you will have to troubleshoot the device on your own unfortunately so we will not be able to troubleshoot with you or do a callback for the device."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: I I need to change WiFi system \nHuman Agent: Hello, my name is Grant. The cameras on your account are sPoE cameras. The NVR that the cameras connect to does not connect to your Wi-Fi network. You will plug the NVR in to your router with an ethernet cable.\nCustomer: I connected the wire … the cameras are not loading \nCustomer: Whenever I open the app to view … it’s just loading \nCustomer: And then times out \nHuman Agent: That is because the cameras and NVR on your account are offline. Could I have the Device ID of the camera system you are working with? It should start with ZMD and will be on the bottom of the system."]
["Customer: i have a model dvr-h9118v\nCustomer: how do i set it up so i can have video from my cameras\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  To view the live feed from the cameras connected to your DVR you will need to connect a monitor/mouse to the DVR\nCustomer: -1\nHuman Agent: Hi my name is Wendy.  To view the live feed from the cameras connected to your DVR you will need to connect a monitor/mouse to the DVR\nCustomer: I have a model dvr-h9118v\nHuman Agent:  To view the live feed from the cameras connected to your model dvr-h9118v DVR you will need to connect a monitor/mouse to the DVR\nCustomer: ok \nCustomer: i connected a camera but it keeps flickering and says no signal\nHuman Agent: Is it a 600TVL or 700TVL analog camera that is connected to your DVR?\nHuman Agent: DVRs are legacy devices that are no longer supported but you should still be able to connect a monitor/mouse to the DVR to view your analog cameras.  It may possibly be the monitor or the camera or port on the DVR that is not working\nCustomer: it is a zmodo model cbr-bbb23nm camera\nHuman Agent: okay.   It may possibly be the monitor or the camera or port on the DVR that is not working\nHuman Agent: You could try using a different monitor\nyou could try plugging that camera into a different port on the DVR\nyou could try using a different camera cable to run from the camera to the DVR\nyou could try a different working camera to see if you have the same flickering issue\nCustomer: would it be the same result for all cameras\nHuman Agent: If you have the same issue with all cameras it may be the DVR that is going bad\nCustomer: it is a new device i had in it packaging for awhile\nHuman Agent: okay\nHuman Agent: Here are some troubleshooting steps to go through.\nYou could try using a different monitor\nyou could try plugging that camera into a different port on the DVR\nyou could try using a different camera cable to run from the camera to the DVR\nyou could try a different working camera to see if you have the same flickering issue\nCustomer: i just formatted the hard drive qand is trying to set up the unit for the first time be c\nCustomer: ok\nHuman Agent: Legacy DVRs and analog camera kits are no longer supported so there isn't a whole lot I can help with for troubleshooting but you could try testing the monitor/cameras/DVR/cables to try and figure out what is not working.\nCustomer: i am seeing the partition on the screen for the different cameras but the ones i have plugged in only flickers with partial video.  i tried all what you suggested except another monitor so i will try that now\nHuman Agent: ok\nCustomer: where are the latest updates for this unit and do I update it\nHuman Agent: We don't  provide any support for DVRS unfortunately. There are no updates\nCustomer: how do i update the unit. i was asking for the last updates\nHuman Agent: Unfortunately there are no updates available for DVRs\nCustomer: ok\nHuman Agent: Unfortunately Legacy DVR/NVR units will no longer be receiving any further updates or optimizations and will remain in its current state.\n\nBasic functionality will remain accessible by connecting the DVR/NVR directly to a monitor\n\nCustomer: thanks\nHuman Agent: You're welcome\nCustomer: sorry to bother you again ...but I notice there no information or listing for this legacy model DVR-H9118V. there are listing for other legacy models including downloads but not the DVR-H9118V?"]
["Customer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Hi Kylie, I'm unable to delete the devices \"Inside & Downstairs\" from my account \nHuman Agent: Okay, I can remove them from the account for you if your having trouble. One moment\nCustomer: Thank you \nHuman Agent: I removed both of those came ras from the account for you, is there anything else I can assist you with today?\nCustomer: No, thank you and happy new year \nHuman Agent: Great, have a good day."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: I have model #zmd-dd-sbn4 and need to reset password for adm\nin\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Is the a reset pin hole button on the back of the DVR?"]
["Customer: Troubleshooting\nCustomer: Hi i just added a new camera \nCustomer: Camera works on the app. However it doesnt work on my NVR \nCustomer: It did not work \nCustomer: Issues qith NVR \nCustomer: Number for agent ? \nCustomer: Hi Kylie \nHuman Agent: Hello, What is the name of this camera on the account I will check and see if its compatible with NVRs or not. \nCustomer: Is called extra \nCustomer: And is compatible it shows connected in the NVR in channel 6 \nCustomer: However it doesnt display in the channel 6 \nCustomer: Hi\nHuman Agent: Where do you see it displaying the camera on a monitor connected to the NVR or in the app? \nCustomer: D/static_file/26ea7c7d68_1_20241219161241.jpeg\nCustomer: In the NVR \nHuman Agent: This camera is not compatible with NVR systems, it will not work with the NVR,\nCustomer: Tha camera is working on the app \nHuman Agent: Yes, it will work in the app but not with the NVR at all.\nCustomer: Yes it does \nCustomer: I have 5 other cameras that are working currently \nCustomer: Same model \nHuman Agent: This camera is not the same as the others, it is not compatible with NVR systems.\nCustomer: Is the same camera \nCustomer: D/static_file/7b0fc2e4c7_1_20241219161521.jpeg\nHuman Agent: It is not, I can see on my end it is not the same. I looked it up and the device is not compatible with NVR units.\nCustomer: Why would you send something that doesnt work with NVR \nHuman Agent: Physically they look the same as the shell is similar but the internal information is not the same, the \"Extra\" camera is a newer one and is not compatible with NVR units. \nCustomer: Sell ? \nHuman Agent: We stopped making NVRs in 2018, none of our new cameras are compatible with NVR units. \nCustomer: I purchuse all my wireless cameras last year \nCustomer: And all 5 of them are wireless and works with NVR \nHuman Agent: If you want a camera that is compatible with NVRs we have a partner that has a model of camera that is compatible with our NVR units, but all our newer cameras are no longer compatible with NVR units. \nHuman Agent: Our older models of cameras will work with NVR units, not the newer ones.\nCustomer: The whole point of having cameras is that you can see in a monitor while at home and on the app while you are away \nCustomer: Can i returned my cameras then \nCustomer: I purchase 3 of them \nHuman Agent: If you want to view them remotely you can use the app, but they will not work with the NVRs.\nHuman Agent: Did you order them directly form us or a third party such as amazon? \nCustomer: D/static_file/132ac0e25f_1_20241219162224.png\nCustomer: Are those compatible with NVR ? \nHuman Agent: No, those are not. \nCustomer: Which ones ? \nHuman Agent: https://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7/ These are the partner cameras I mentioned earlier that will work with the NVR unit. \nHuman Agent: Those are the only ones beyond older models.\nCustomer: Ok thank you \nHuman Agent: No problem, thank you as well, have a good night."]
["Customer: Agent\nCustomer: Uh oh it's grant o the person that NEVER EVER replies\nHuman Agent: Were you not receiving my replies in our previous chat? I sent you instructions on how to reset the NVR and also how to connect it to your app.\nHuman Agent: I will send those instructions again.\nHuman Agent: You can reset it with a pinhole reset on the back of the NVR. You will want to unplug the Ethernet cable from the NVR before you reset it. But if you are trying to just add it to your account, then you can do a Smart Kit setup in your app.\nHuman Agent: Here are the instructions to add an NVR to your account:\n\nPlug in the device to both power and the router, make sure your phone is connected to the same router as the NVR.\nOpen the App and confirm you are signed in with the account you want the device linked to.\nTap the plus sign (+) on the top right and select Legacy, then Smart Kit.\nTap the check mark to confirm the NVR is powered up, this will prompt the app to do a network search for the NVR.\nIf the app locates the NVR it will show you the option to select the NVR and Name it. The name goes on the same line as the Device ID, after entering a name you can adjust the time zone and enter a password for your device.\nLastly tap on the checkmark at the bottom to add the device."]
["Customer: My camera dates and times are wrong and I’m not able to go back to view my recordings.\nCustomer: I’ve done that, it doesn’t do anything.\nCustomer: I’ve restarted my motem and it doesn’t do anything either.\nCustomer: The dates and times are wrong on all my cameras.\nCustomer: And it isn’t allowing me to view footage from correct days.\nCustomer: I’ve done that.\nCustomer: This isn’t helping.\nCustomer: Please send me to a representative who can help\nHuman Agent: If the time and dates are wrong, then you will want to change the time zone settings on the NVR. You can try through the app by tapping on Settings next to My Devices. Tap on the NVR and then tap on the three dots in the top right corner. Then tap on Device Time Zone and you can change the time zone to the correct time zone. If it is already on the correct time zone, then you can change it to another time zone and then change it back.\nCustomer: I’ve done that. It didn’t do anything.\nHuman Agent: Then you can do it on the NVR directly. Do you have a monitor and a mouse connected to the NVR?\nCustomer: How do I do that?\nHuman Agent: Do you have a monitor and a mouse connected to the NVR?\nCustomer: I don’t know how to do that.\nHuman Agent: You would plug the NVR in to a monitor with a VGA or HDMI cable and you would plug a mouse in to the USB port on the NVR."]
["Customer: live agent \nCustomer: i was talking with some about my nvr \nCustomer: 1\nCustomer: ZMD13GBE9000939\nCustomer: live agent\nHuman Agent: You may want to check the ethernet cable that is connecting the repeater to your router. You can try unplugging the ethernet cable both at the repeater and at the router and plug it back in. If that does not change anything, then you may want to try a different Ethernet cable.\nCustomer: i can see the ethernet connected on the router admin page \nCustomer: i have ethernet lan light on the switch \nCustomer: but no light on the cameras lan cabel\nCustomer: -1\nCustomer: they are connected by poe adapter\nCustomer: -1\nHuman Agent: You can try plugging in just one camera and test different cameras to see if there is potentially a camera or a cable that is causing the entire system to stop functioning.\nHuman Agent: If that does not work, then you can purchase replacement repeaters here https://www.ebay.com/itm/375286206306?itmmeta=01HQXP2BEMQV0GDRFPDTNVHBYK&hash=item5760cd0f62:g:-gcAAOSwCrRl4h5O\nCustomer: nvr is working other tec told me '\nCustomer: ZMD13GBE9000939\nHuman Agent: Yes, the NVR is online, that is why we have been working with the repeater.\nHuman Agent: You can try plugging in just one camera and test different cameras to see if there is potentially a camera or a cable that is causing the entire system to stop functioning.\nHuman Agent: If that does not work, then you can purchase replacement repeaters here https://www.ebay.com/itm/375286206306?itmmeta=01HQXP2BEMQV0GDRFPDTNVHBYK&hash=item5760cd0f62:g:-gcAAOSwCrRl4h5O"]
["Customer: Troubleshooting\nCustomer: Hello my d r is making a beeping noise it’s a 4 channel and about 9-10 years old \nCustomer: What is the phone number \nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. It sounds like You have a Legacy DVR, Legacy devices are no longer supported within the app and can only be used locally, we are unable to provide customer support in regard to legacy devices so you will have to troubleshoot the device on your own unfortunately."]
["Customer: Agent \nHuman Agent: How can I assist you?\nCustomer: I need to factory reset my system \nHuman Agent: Could I have the Model or Device ID for your system?\nCustomer: D9104BH\nHuman Agent: There are a few potential master passwords to enter to reset the password to the system. First, can you try using 519070 for the password?\nCustomer: I didn't work\nHuman Agent: Then you can try 020818\nCustomer: Didn't work \nHuman Agent: Those are the only two options to reset the password of the system. What do you see when you try to log in to your DVR?\nCustomer: Incorrect password \nHuman Agent: What is the user account you are trying to log in to?\nCustomer: Admin\nHuman Agent: Have you tried leaving the password blank?\nCustomer: Yea\nHuman Agent: Can you send me a picture of what you see on the screen?\nCustomer: Okay\nHuman Agent: Because based on the information you have given me, those are the only options to reset the password. So you can also try again and make sure that you do not have a typo in the password."]
["Customer: trying to add new replacement sPoe camera to NVR system \nHuman Agent: If you are trying to connect a new sPoE camera, then you will want to make sure it is plugged in to the NVR. Then you can go in to the Main Menu on the NVR and click on Device Management. Then you will want to find the channel that the old camera was in and delete that camera from the channel to open an available channel for the new camera.\nCustomer: the problem is I am replacing old camera with cat 5 connector with new camera with a conversion connector from cat5 to mini usb\nCustomer: the system will not recognize the new camera even though I have several camera already on system with the conversion connector.\nHuman Agent: Okay, so you would need another cable for the camera since it is a different generation. Does the camera have a male micro-USB connector or a female micro-USB connector?\nCustomer: I have several extra new connect cables and none are found in AUTOADD \nHuman Agent: So you have an sPoE cable of the same generation as the camera? Or do you have to use an adapter?\nCustomer: I use an adapter\nHuman Agent: Okay, so that may be the issue. Especially depending on the cable and adapter that you have. So you may need an sPoE cable of the same generation as the camera. Does the camera have a male micro-USB connector or a female micro-USB connector?\nCustomer: female\nHuman Agent: Alright, and did you buy this adapter https://www.ebay.com/itm/172832325747 or did you buy a different adapter for the cable?\nCustomer: that is what I bought\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: zmd33jbdf224900\nHuman Agent: And the camera is currently plugged in to the NVR?\nCustomer: no I put a gen 1 with no color back on so I had something that works\nHuman Agent: Alright, can you plug in the camera?\nCustomer: just a minute\nCustomer: Done\nHuman Agent: Alright, it is showing online. So you will want to go in to Device Management on the NVR and delete the old camera from the channel that it is in.\nCustomer: done\nCustomer: Channel 1\nHuman Agent: Alright, so is Channel 1 empty now?\nCustomer: I found out I needed to save parameters after deleting. Then system recognized new camera. All is good\nHuman Agent: That is great. I am glad that worked. Do you have any questions?\nCustomer: Thank you. I have had system many years and a very satisfied Zmoto customer. Do Zmoto still sell Gen 3 sPoe hard wired cameras?\nHuman Agent: We do not make and sell sPoE cameras any longer.\nCustomer: thank you good bye\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Human representative \nCustomer: Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\n\nCustomer: Recently I changed my router and now my camera’s don’t have WiFi. I tried to login to my camera on the computer and when I typed in my Admin Password it didn’t work. Can you help me\nHuman Agent: On the computer, what website are you going to?\nCustomer: There’s no website. The Zmodo cameras I got came with a hardware box that you connects to a computer. \nHuman Agent: What you have is called an NVR, the NVR does not plug into a computer, it only is plugged into a monitor, mouse, and the router so it can get internet. \nHuman Agent: Do you have wifi cameras to go with the NVR?\nCustomer: Hello? \nCustomer: Sorry the message didn’t pop up \nCustomer: I still have questions"]
["Customer: Is customer service available \nCustomer: A live person \nCustomer: Are you a live agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I am a live agent, How may I assist you today?\nCustomer:  When I watch live stream time is accurate \nCustomer: When I watch recorded from last night at midnight the playback says 12 am but it’s daylight out not accurate was there a problem last night \nCustomer: My name is Bobby thanks you for helping \nHuman Agent: Okay, Its possible that on the NVR itself it may be recording the time to the wrong time. To correct this you can do something called Time cycling. One moment and I will explain the steps on how to do that\nCustomer: I’m at monitor how do I get to settings with mouse\nHuman Agent: You would do this from the app itself\nHuman Agent: First on the app you would go to the home page\nClick \"settings\" next to where it says My devices\nClick on the NVR\nClick the three dots or the settings gear in the top right hand corner\nClick timezone, change the timezone to one that is wrong.\nBack up and view the live video make sure the time from the NVR shows as that wrong timezone\nthe once more you would go to the home page\nClick \"settings\" next to where it says My devices\nClick on the NVR\nClick the three dots or the settings gear in the top right hand corner\nClick timezone, change the timezone to one that is correct.\nBack up and view the live video make sure the time from the NVR shows as that correct timezone\nHuman Agent: After you do that let me know then I will have you do a test to see if it resolved the issue."]
["Customer: Troubleshooting\nCustomer: You have assistance in Spanish\nCustomer: Agent\nHuman Agent: ¿Cómo puedo ayudarte?\nCustomer: Hola el sistema de grabación dejó de funcionar \nCustomer: La caja del cd récord \nCustomer: Compré una nueva en el mercado pero no puedo conectarla al set de cámaras que están funcionando \nHuman Agent: ¿Podría darme el ID del dispositivo del sistema con el que está trabajando? Debe comenzar con ZMD o GSG y debe estar en una etiqueta blanca en el sistema.\nCustomer: ZMD11JK16000376\nHuman Agent: Aquí están las instrucciones para agregar un NVR a su cuenta:\n\nConecte el dispositivo tanto a la alimentación como al enrutador, asegúrese de que su teléfono esté conectado al mismo enrutador que el NVR.\nAbra la aplicación y confirme que ha iniciado sesión con la cuenta a la que desea vincular el dispositivo.\nToque el signo más (+) en la parte superior derecha y seleccione Legacy, luego Smart Kit.\nToque la marca de verificación para confirmar que el NVR esté encendido; esto le pedirá a la aplicación que realice una búsqueda en la red del NVR.\nSi la aplicación localiza el NVR, le mostrará la opción de seleccionar el NVR y ponerle un nombre. El nombre va en la misma línea que la ID del dispositivo; después de ingresar un nombre, puede ajustar la zona horaria e ingresar una contraseña para su dispositivo.\nPor último, toque la marca de verificación en la parte inferior para agregar el dispositivo.\nCustomer: ZM-SS7008B8\nCustomer: Dice que no encuentra ningún dispositivo con cable o conectado \nCustomer: Si\nHuman Agent: Puedo sincronizar y reiniciar el sistema NVR y luego puedes intentar buscarlo nuevamente. ¿Estás allí con el sistema NVR en este momento?\nCustomer: Bueno \nCustomer: Ya cambió la luz a azul, esta listo para buscarlo ? \nCustomer: Lo tengo conectado a un monitor, pero no da ningún tipo de imagen \nHuman Agent: Puede intentar agregar el NVR a su cuenta ahora. Si no obtiene una imagen en su monitor, verifique la entrada que configuró en el monitor y asegúrese de que sea la entrada a la que está conectado el NVR.\nCustomer: Sigue igual no detecta ningún dispositivo con\nCustomer: El monitor al conectarlo dió una imagen de Zmodo con lluvia y después desapareció \nHuman Agent: Puedo intentar agregarlo a tu cuenta manualmente. ¿Puedes desconectar el NVR de la corriente y dejarlo desconectado por mí?\nCustomer: Ya \nHuman Agent: Agregué el NVR a tu cuenta. Puedes volver a enchufarlo ahora.\nCustomer: Ok\nCustomer: Ok ya veo el monitor y las cámara a través de el, pero el monitor no enciende \nCustomer: Ya funciona pero el monitor no \nCustomer: Solo tiene cuatro cámaras de la ocho \nHuman Agent: Cuando dices que muestra cuatro cámaras, ¿te refieres a cuando lo ves en tu aplicación?\nCustomer: Si en la aplicación del teléfono \nCustomer: El monitor está oscuro  \nHuman Agent: Sí, eso sólo muestra cuatro cámaras a la vez. Puedes deslizar la pantalla hacia un lado para ver las otras cuatro cámaras.\nHuman Agent: En cuanto al monitor al que tiene conectado el NVR, si aún no se muestra, verifique la entrada que configuró y asegúrese de que sea la misma entrada a la que tiene conectado el NVR. También puedes probar con un cable HDMI o VGA diferente o con un monitor diferente.\nCustomer: Solo tiene 4 empujó la pantalla pero no hay más pag\nHuman Agent: ¿Puedes tocar Live para el NVR y luego deslizarte hacia la izquierda?\nCustomer: Está conectado con cable HDMI pero voy a cambiar por otro \nCustomer: Ok toco live en el NVR y la pantalla no cambia a la izquierda ni a la derecha \nHuman Agent: Si hay más de cuatro cámaras, hará una segunda pantalla con las otras cámaras. ¿Puedes enviar una captura de pantalla de lo que ves en la aplicación?\nCustomer: Ok\nCustomer: D/static_file/3a3bcb190b_1_20250221153602.png\nHuman Agent: Sí, puedes deslizar esa pantalla hacia la izquierda y ver las otras cámaras en el NVR.\nCustomer: Volviendo al tema del monitor cambien el cable HDMI  y ya veo todas las camaras\nHuman Agent: ¿Puedes tocar en la parte superior donde dice CH1? También deberías poder ver las cámaras que están en el NVR para confirmar que hay más de 4 cámaras.\nCustomer: Ok Thanks \nHuman Agent: De nada."]
["Customer: Hola\nCustomer: Spanish \nCustomer: 1\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Spanish \nCustomer: 1\nCustomer: Agent\nCustomer: Hola quisiera saber si en la misma cuenta puedo poner 2 nvr \nHuman Agent: Hola, te comunicaste con atención al cliente. Te habla Marcela. Sí, puedes agregar 2 NVR a la misma cuenta.\nCustomer: Ok y pues pero veo que no me graba nada el otro como puedo hacer para que me graben \nCustomer: D/static_file/47ffd0111b_1_20240918112152.png\nCustomer: Porque me dice sin alertas \nCustomer: Cuando lo introduzco \nHuman Agent: ¿Tiene el NVR conectado a un monitor/TV y un mouse? ¿Puede ver las cámaras en el monitor?\nCustomer: Si \nCustomer: Pero el problema que no le grava en el cel \nHuman Agent: El NVR está fuera de línea, ¿de qué color son las 3 luces en la parte superior de la unidad?"]
["Customer: Hello, I have issues with my cameras. I cannot see it from my phone.\nCustomer: Still not working\nCustomer: This is the camera for my business\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: D/static_file/93cf0e3a74_1_20241024095954.jpg\nCustomer: Hello\nHuman Agent: Can you send me a picture of the other sticker? \nCustomer: 15RV73CH503A5DN\nCustomer: D/static_file/6d7a10c881_1_20241024100331.jpg\nHuman Agent: This unit is offline, do you see any lights on on the front of the unit? \n\nCustomer: Yeah, the power is green and the HDD is blinking\nHuman Agent: Do you have the NVR connected to a monitor/TV and mouse? \n\nCustomer: Yes\nHuman Agent: Please go to the main menu on the bottom left, then select network settings. What do you have for the IP address and the gateway? Is the box next to DHCP in blue?\n\nCustomer: D/static_file/eed5b1087a_1_20241024100659.jpg\nHuman Agent: Okay, do you only have wired cameras? \nCustomer: Yes\nHuman Agent: Okat please press and hold the reset on the back of the NVR untilt he unit shuts off, once its back up please send me a picture of that network page again \nCustomer: D/static_file/ef85e96b54_1_20241024102452.jpg\nHuman Agent: So the IP did change but its still offline. \nCustomer: Yes\nHuman Agent: What port is it connected on the router? \nCustomer: It is connected to a switch because we have more connections\nCustomer: It is normal. The green lane is blinking. The one that has the hard drive.\nHuman Agent: Okay that is likely part of the issue, it needs to be connected directly to a router \nCustomer: We have a connected the same way for years\nHuman Agent: Yes it may work on a switch for a time but its not going to work all the time due the DHCP check the NVR does. It needs to be connected to a router.\nCustomer: Are you sure cause we haven’t this for over seven years and they always work\nHuman Agent: The unit will not work on the app until it is online. You can try swapping cables but if that still does not work there isnt anything else that can be done. \nCustomer: I did check the router, but I cannot connect directly to the router because we have another connection for 14 more computers so how do we do that?\nHuman Agent: You could try the unit at a different location directly to the router to see if it comes online. You wouldnt need to take the cameras just the NVR. \nCustomer: We only have one location\nHuman Agent: Okay that only leaves replacing the unit.\nHuman Agent: We have not made these wired units in 4 to 5 years so it would need to be a different brand and replacing cameras \nHuman Agent: The unit is currently online"]
["Customer: agent\nHuman Agent: How can I assist you?\nCustomer: I have the 1080P spoe security system. the boxwill not power on.  will the cameras fron that Business security system work with the ZM SS814 4?\nHuman Agent: It would need to be a 1080p Zmodo or Funlux sPoE NVR.\nCustomer: It is a 1080P zmodo NVR\nCustomer: D/static_file/6efba334e8_1_20250129092723.jpg\nCustomer: I was hoping to plug in existing camers into this nvr\nHuman Agent: Then it should work with the Zmodo 1080p sPoE cameras. We do not have an NVR that has a model or SKU that is \"ZM SS814 4\" so I do not know specifically which system it is.\nHuman Agent: That is a 4 Channel NVR, so you would be able to connect up to 4 cameras.\nCustomer: Correction ZP-NE24-S"]
["Customer: I’m wanting to find out what the factory pass code is or how to change it on model # ZMODO ZDM-dc-sbn6\nCustomer: Yes\nCustomer: Can you send me the phone number for customer service \nHuman Agent: Hello, you've reached customer care, my name is Kylie. We no longer are able to provide support for DVR systems, you will have to troubleshoot this device on your own.\nCustomer: Thanks for no help at all!\nHuman Agent: as I said, we cant provide any assistance, no need to thank me. Have a good day"]
["Customer: Did you recently push an update? None of my cameras are connecting to my nvr except one.\nCustomer: That's the point, can you let me know?\nCustomer: -1\nCustomer: I need to speak to a person\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you checking via the app or via a monitor connected to the NVR?\nCustomer: The connected nvr is not connecting, the app works for all the cameras that are down except the one that is still connecting to the nvr\nHuman Agent: So to be clear, you have a monitor set up and only one is showing there, correct?\nCustomer: Correct\nHuman Agent: Okay, that is not something that would be impacted by an update and is related to the NVR finding devices on the network. Did you recently change anything with your network or cameras?\nCustomer: Nothing at all. All DHCP reserved and online at their reservations. Viewing thru the app is fine.\nHuman Agent: Do you have a mouse connected to the NVR as well?\nCustomer: I'll try restarting my network.\nHuman Agent: Okay."]
["Customer: Agent \nCustomer: Customer Care Agent \nCustomer: in Spanish please\nCustomer: Agent\nCustomer: Agent\nHuman Agent: ¿Cómo puedo ayudarte?\nCustomer: hola tenigo unas camaras que tuve que cerrar la cuenta porque no puedo acceder a mi correo electronico\nCustomer: me enviaron un correo con las instrucciones y ya lo hice\nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD o GSG y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras.\nCustomer: 15KW73JH501DA9Y\nHuman Agent: Aquí están las instrucciones para agregar un NVR a su cuenta:\n\nConecte el dispositivo tanto a la alimentación como al enrutador, asegúrese de que su teléfono esté conectado al mismo enrutador que el NVR.\nAbra la aplicación y confirme que ha iniciado sesión con la cuenta a la que desea vincular el dispositivo.\nToque el signo más (+) en la parte superior derecha y seleccione Legacy, luego Smart Kit.\nToque la marca de verificación para confirmar que el NVR esté encendido; esto le pedirá a la aplicación que realice una búsqueda en la red del NVR.\nSi la aplicación localiza el NVR, le mostrará la opción de seleccionar el NVR y ponerle un nombre. El nombre va en la misma línea que la ID del dispositivo; después de ingresar un nombre, puede ajustar la zona horaria e ingresar una contraseña para su dispositivo.\nPor último, toque la marca de verificación en la parte inferior para agregar el dispositivo.\nCustomer: ZP-NJ18-S\nCustomer: Gracias voy a intentar\nHuman Agent: De nada."]
["Human Agent: dd\nHuman Agent: Set up\nHuman Agent: camera \nHuman Agent: sdasdfa"]
["Customer: Hello I would\nLike to know if a ssd will work with an older model 4 channel dvr\nCustomer: It’s a 4 channel dvr that was purchased about 11 years ago. \nHuman Agent: Hello, you've reached customer care, my name is Kylie. You have a DVR, Legacy devices Such as DVRS are no longer supported within the app and can only be used locally, we are unable to provide customer support in regard to legacy devices so you will have to troubleshoot the device on your own unfortunately."]
["Customer: Set up\nCustomer: Got new modem how do I setup \nCustomer: Yes need help been a long time since I setup \nHuman Agent: Hi my name is Wendy.  Are you needing help setup cameras named den& hot tub?\nHuman Agent: The other cameras on your account show online.\nCustomer: No need help hard-drive cameras\nHuman Agent: I don't see any cameras with this name on your account.   Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: Zmd dm sil8\nHuman Agent: DVRs no longer support remote viewing.  You can only view the cameras connected to your DVR from a monitor connected to the DVR.\nCustomer: I still have on my app\nHuman Agent: You may be able to still see the DVR on the app but it cannot be viewed remotely.\nCustomer: I use 6 cameras and view them remotely on app still \nHuman Agent: The wifi cameras on your account can be viewed remotely.  Just the analog cameras connected to the DVR can no longer be viewed remotely.\nCustomer: Mine never stopped working \nHuman Agent: DVRs are no longer supported.  They haven't been supported for a year now.\nCustomer: I just viewed them \nHuman Agent: Okay\nCustomer: How can I switch to new modem\nHuman Agent: What are you wanting to switch to a new modem?\nCustomer: The dvr\nHuman Agent: No\nHuman Agent: DVRs can not be viewed remotely\nHuman Agent: DVRs are no longer supported. \nHuman Agent: You can view the cameras connected to the DVR from a monitor.  They cannot be viewed remotely\nCustomer: I know you say that but I was away and can still view mine what if I get a new dvr\nHuman Agent: We no longer support or sell DVRs or wired camera kits.\nCustomer: Ok thanks \nHuman Agent: You're welcome"]
["Customer: 日期，时间不对，如何更改\nHuman Agent: 再次您好，我是之前为您提供帮助的同一代表，要更改摄像机上的时间，您必须更改您拥有的 NVR 上的时间，它控制并为摄像机提供时间，您将转到设备列表，单击“我的设备”旁边的设置，然后点击 NVR，单击右上角的设置齿轮，然后单击三个点（如果存在），然后选择时区，或者如果没有三个点，则单击时区，然后单击“更改”时间并检查相机时间之后看看它是否对你有所改变。"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Unsure\nCustomer: Cameras disconnected \nCustomer: Agent\nCustomer: Agent\nCustomer: Hi Kylie, we had a power surge and now none of my cameras are showing up on my dvr\nHuman Agent: Okay, let me look up your account to see what devices you have, one moment. \nCustomer: I managed to get all cameras back but one\nCustomer: Before I messaged, I was only getting that camera and none of the others \nHuman Agent: Okay, there may be an issue with either one of the ports on the NVR you have, or with the camera or cord itself. I would recommend unplugging another camera you know does work and plug it into the port of the one that is not working then let me know if it shows the video or not after about a minute. \nCustomer: I think that I’ve got it\nHuman Agent: Okay great. Anything else I can assist you with today?"]
["Customer: Troubleshooting\nCustomer: My outdoor cameras are not working.Can you please help\nCustomer: I have tried all of that, and it's not working\nCustomer: I also need to order a  switch model VS-0001 Input 100-240v\nCustomer: That switch is not working need to oder a new one\n\nCustomer: I have changed to a new switch. The cameras inside are connected directly to the electricity outlets. Those are working, there's cameras from the outdoor are not working\nCustomer: Will someone be able to give me a call I hate this automatic chats \nCustomer: Are you able to travel?Shoot my cameras \n?\nCustomer: Are you able to troubleshoot my cameras\nCustomer: No I meant to type troubleshooting \nCustomer: Agent \nCustomer: 1\nCustomer: Agent please help troubleshooting all the Camaras \nHuman Agent: Hello, you've reached customer care, my name is Kylie. One moment while I review the chat here\nHuman Agent: Are the outdoor cameras you have wired, or are they wireless cameras (they plug into a wall outlet for power) \nCustomer: Wired \n\nCustomer: Indoor camara are plug into a wall outlet for power thos are working fine. The outdoor camera are wired and are not working \nCustomer: D/static_file/42b3f4c17b_1_20250127134500.jpg\nHuman Agent: Okay, have you by chance seen any lights from the cameras at night? for instance have you seen the red IR lights turn on at all?\nCustomer: I am not seeing any connection to the outdoor camera\nCustomer: I have not seen a light to be honest I don't know \nHuman Agent: The cameras would plug into the back of the NVR or into one of our repeaters (some NVRs come with repeaters), not directly into the router such as you have it here, are you able to try moving one of the cameras to the NVR/repeater to see if itr reacts at all?\nCustomer: D/static_file/65681f568b_1_20250127134824.jpg\nCustomer: D/static_file/b8af68a939_1_20250127134831.jpg\nCustomer: It is not working which is why I bought another one and I connect all the camera but only the one that are plug into the outlet work\nCustomer: This had happened ones few yrs ago when this switch goes off \nCustomer: Is there a way to order a new one?\nCustomer: D/static_file/173669c687_1_20250127135147.jpg\nHuman Agent: The repeater has to be one of our fro it to properly give both power and internet to the cameras and allow it to comunicate with the NVR, Based on the picture you first sent the new repeater you purchased says net gear on it right?\nCustomer: Yes indeed \nCustomer: I oder that one because I couldn't find the one model\nCustomer: Are tou able to help me order it?\nHuman Agent: Okay, the reason it is not working is because the repeater is the issue, cant use other brands repeaters with the wired cameras unfortunately. We no longer sell or make repeaters, we stopped making NVRs in 2018 and have run out of what stock we did have. \n\nCustomer: So now what\nHuman Agent: I would recommend looking on Ebay or amazon, you would search BS-001 or Zmodo repeater, or Funlux repeater, As long as the repeater says Zmodo or Funlux it will work for your wired cameras to give power and internet. \nCustomer: Which one will be the one that replaced the one that u no lo.ger carry? \n\nCustomer: Can you provide me.wirh a picture of what it looks like to have more of an idea\nHuman Agent: im unsure what question you are asking. We dont make or sell NVRs, NVR repeaters, or wired cameras anymore. We only sell wireless cameras now\nCustomer: I cannot seem to find it \nCustomer: Okay, so which cameras do you recommend for this then\nHuman Agent: https://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7/ Here is a link to some wireless cameras that are compatible with the NVR you have, they will need plugged into an outlet for power but they will work with your system.\nHuman Agent: These are cameras from a partner of ours named SHO, they are compatible with our NVRs and are the newest model able to be compatible with NVRS.\nCustomer: Well so much for customers help then..you can't just leave ur costumers chat hanging.  Very unprofessional \nHuman Agent: I sent a message above with a link are you unable to see it? if so im happy to resend my messages again.\nCustomer: I did not received any links\nCustomer: Can u send it again \nHuman Agent: Okay, I will resend the message, one moment.\nHuman Agent: https://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7/ Here is a link to some wireless cameras that are compatible with the NVR you have, they will need plugged into an outlet for power but they will work with your system.\nHuman Agent: These are cameras from a partner of ours named SHO, they are compatible with our NVRs and are the newest model able to be compatible with NVRS.\nHuman Agent: I resent them now, let me know if you do not see the messages again. \nCustomer: Thx\nHuman Agent: No problem, happy to assist. Do you have any other questions before we go from the chat today?"]
["Customer: Problem with zmodo nvr\nCustomer: Chat please\nCustomer: Customer care\nCustomer: Where is the customer care button\nCustomer: Where is it?\nCustomer: I don't see a customer care button \nCustomer: There is no customer care button \nCustomer: Agent\nCustomer: Grant O was helping me previously \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I review your previous chat. \nCustomer: I'm trying to add camer\nHuman Agent: It looks like the last camera you mentioned to Grant was ZMD12KC83247533 which is now online on your account. What is the next one you were trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Add cameras to my NVR but it will only add 3. I've reset it and deleted it several times\nCustomer: The NVR search for devices isn't finding any\nCustomer: Can only add through the app\nCustomer: Can't add them manually either \nHuman Agent: Okay, the NVR will only be able to find devices that are on the wifi network produced by the router it is connected to. If they're on a guest network that would also prevent them from communicating. Are they currently set up on the proper network?\nCustomer: Perhaps it's a network settings issue\nCustomer: Yes all are on the same network \nHuman Agent: Okay, have you already restarted the router as well since connecting them there? \nCustomer: Yes\nHuman Agent: Okay, to make sure, you have not enabled AP isolation on the network any of the other cameras are connected to, correct? As that could also cause issues. If you have 3 going through the NVR, that would indicate those 3 are not having that issue, but if you have multiple 2.4Ghz bands, that could be a problem on some. Additionally to make sure you are aware, the newer model Mini Pro cameras you have are not compatible with the NVRs in general. \nCustomer: One of the 3 is a mini pro\nCustomer: Only one 2.4 band\nCustomer: What is AP isolation?\nHuman Agent: No, one of the 3 is a mini wifi camera, but not one of the newer mini pros. Though some of the mini pros would be compatible, but many on your account are not. \n\nAP isolation is a possible router setting. Which camera are you trying to get through the NVR currently?\nCustomer: All of the ones labeled Pasadena \nHuman Agent: Pasadena kitchen patio pasadena, and garagepasadena would not be compatible. \nHuman Agent: For the others, a good option may be to reset them (go to live on the camera, the settings gear in the top right, then the ... in the top right, and then choose to reset) and then set them back up on that router directly. \nCustomer: Why are those not compatible? \nCustomer: What current zmodo cameras can I buy that are\nHuman Agent: Our latest models have moved to a newer type of video compression (h.265) while the NVRs only support h.264 video compression. The only new products that would be compatible for sure would be these cameras from our partner SHO. https://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7\nCustomer: I have a lot of those mini cameras at another location and I was thinking about getting a NVR there. How can I tell what is compatible?\nHuman Agent: If you go to the area I described where you can reset cameras, you can also see the firmware. Any firmware starting with 17 or any firmware starting with 16.10 or 16.8 all use h.265. In general all of our newest products should generally be on h.265 and newer models may have different firmwares as well, but that is a way you can check for your current devices. \nHuman Agent: We will be closing in 10 minutes at 6pm CT. I would be happy to continue to assist you until then, but the chat will close at that time. If you would like a callback, you may schedule one via the button below. If you would prefer an email follow up instead, please let me know and provide an email you would like me to reach out on tomorrow."]
["Customer: I'm sorry I lost you there\nCustomer: This is an older unit. My cameras are wired. They are not wireless. I cannot get this unit, just set up\nCustomer: I'm trying to set my wifi up to the unit so I can view my cameras on my phone\nCustomer: I did all that nothing happens\nCustomer: I followed the instructions exactly and when it gives to setting the q. R code up I get nothing\nCustomer: Nothing changes, the status light does not change\nCustomer: I will try it again\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera or camera system you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zp1bh15-s is on the camera\nHuman Agent: Okay, can I have the Device ID of the NVR?\nCustomer: Zp-nj18-s\nCustomer: D/static_file/81bc019693_1_20241118170605.jpg\nHuman Agent: That is the Model, not the Device ID. \nHuman Agent: Okay, thank you.\nCustomer: Sorry\nHuman Agent: The NVR will not connect to a Wi-Fi network. It plugs in to your network with an Ethernet cable. Once it is connected with an Ethernet cable, you can do the Smart Kit setup to connect it to your account.\nHuman Agent: Plug in the device to both power and the router, make sure your phone is connected to the same router as the NVR.\nOpen the App and confirm you are signed in with the account you want the device linked to.\nTap the plus sign (+) on the top right and select Legacy, then Smart Kit.\nTap the check mark to confirm the NVR is powered up, this will prompt the app to do a network search for the NVR.\nIf the app locates the NVR it will show you the option to select the NVR and Name it. The name goes on the same line as the Device ID, after entering a name you can adjust the time zone and enter a password for your device.\nLastly tap on the checkmark at the bottom to add the device.\nCustomer: Thank you I'll give that a try\nHuman Agent: You're welcome.\nCustomer: Okay, I got all that set up, but then when it goes to cameras. Now it just keeps going in circles and tells me a connection time down. It did recognize the.\nN v r\nHuman Agent: You can try restarting the NVR. Also make sure it is still plugged in to the router."]
["Customer: Troubleshooting\nCustomer: Speak to a representative.\nCustomer: Struggling to set up the camera\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD13BL59201093\nHuman Agent: Okay, that is an NVR system. It will plug in to your router with an Ethernet cable.\nCustomer: …\nHuman Agent: Did you receive my previous message? I will send it again in case it did not go through.\nHuman Agent: Okay, that is an NVR system. It will plug in to your router with an Ethernet cable."]
["Customer: Home DVR\nCustomer: -1\nCustomer: Do you still sell and support DVRs instead of cloud service?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We stopped selling DVR units in 2018 and no longer support them on our app.  DVR units only work with Analog cameras which are a wired style camera. \nHuman Agent: They do not work with Wi-Fi or wireless cameras"]
["Customer: Yes my box give me this message: Disk is not formatted. Would you like to format now? \nCustomer: I would like to format by an agent \nHuman Agent: You would format your hard drive on your NVR. You can plug a mouse in to the NVR and format the hard drive.\nCustomer: Ok thanks \nHuman Agent: You're welcome."]
["Customer: ZM-SS78D9D8 Is there a manual for this system?\nCustomer: I bought this years ago and just recently connected it to my network. I'm guessing the NVR and/or cameras have a configuration interface accessed through their IP address on my LAN\nCustomer: I've tried visiting the static IP I assigned to my NVR and Cameras in a web browser but nothing loads.\nCustomer: I have, and it is showing events, but the video states it's unsupported and doesn't play anything.\nCustomer: To access the configuration interface of your NVR and/or cameras, you can use their respective IP addresses on your LAN. ----This does not work\nCustomer: When I enter the IP address of the NVR in a web browser, the nothing loads in the browser.\nCustomer: -1\nCustomer: Representative\nCustomer: http://192.168.0.39/ - this is the static IP I've created for my NVR. When trying to access it in the browser like I would a Modem/Router, it says the site can't be reached... like it's not there.\nHuman Agent: No, you would not access it through your LAN with the IP Address. You can view the cameras through the mobile app on a phone or tablet, the web app, user.zmodo.com, on your computer, or directly through the NVR by connecting the NVR to a monitor or television.\nCustomer: I'm interested in the \"on your computer\" option\nCustomer: how do you do that if not through the IP address in a browser?\nHuman Agent: You go to the web app at user.zmodo.com and log in to your account.\nCustomer: I recently connected the NVR to the internet and I see it's talking to user.zmodo.com but the events that show up there say the video is not compatible and nothing actually plays. It just shows a thumbnail.\nCustomer: That's the only way?\nCustomer: I'd prefer to disconnect this system from the internet and manage it locally\nCustomer: Do you have a manual for my system?\nHuman Agent: If you want to manage the system locally, then you would connect a monitor and a mouse to the NVR and you would view the cameras on the monitor and manage the settings on the NVR.\nCustomer: These are IP cameras - most systems allow you to login to the camera and also the NVR via a browser. Does Zmodo prohibit this some way?\nHuman Agent: If you want to view it through a web browser, you would log in to your account through the web app. You would not access it through your LAN with the IP Address.\nCustomer: I'm interested in knowing if it's possible. I'm sure you are told to push the user.zmodo.com interface, but I have no interest in that because it doesn't work.\nCustomer: So again, does the firmware prohibit a direct connection to the devices?\nHuman Agent: No, as I have mentioned, you do not access the cameras through your LAN with the IP Address.\nHuman Agent: I am not specifically pushing the web app because we would prefer you to use that. I am talking about the web app because that is how you would view it from a web browser.\nCustomer: Do you have a manual for this system?\nHuman Agent: I can send you a PDF of a manual for the NVR systems. What email address would you like me to send that to?\nCustomer: lg1382@hotmail.com\nCustomer: Out of curiosity, why does the zmodo website say the videos are incompatible and they can't be played?\nCustomer: Here is the error message I get on \"Event\" videos on the zmodo website: The media could not be loaded, either because the server or network failed or because the format is not supported.\nHuman Agent: There could be multiple reasons. Are you able to view the Event through the mobile app?\nCustomer: Yes\nCustomer: It should work in all places - no?\nHuman Agent:  The cameras are most commonly used through the mobile app, so the mobile app has more features and the web app is not updated as often. So it may be an issue with the events viewing through the web app. When you view the events on the mobile app, is it a short clip of the motion or is it just a single image?"]
["Customer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Hello, I’m having difficulty with cameras showing the wrong time and date and the settings won’t let me change anything. It’s showing a date from 2000 so I can’t access recordings \nCustomer: Tes\nCustomer: Yes\nHuman Agent: Can you give me the Model and ID number for the device? this will be on the devices sticker and start with ZMD for the ID.\nCustomer: If I close this window I will lose the chat\nHuman Agent: no it wont go away as long as you dont let it time out after 5 minutes.\nCustomer: ZMD13INE2263677\nCustomer: ZMD18BQIH801520\nHuman Agent: It looks like these cameras are getting their time from the NVR, if you are seeing that it is the wrong date and time on the camera then you will want to change the NVRs time, do you use a Monitor and a mouse with the NVR at all?\nCustomer: I can hook it up to one, this is a lot of trouble; why doesn’t the NVR take the time from the network?\nHuman Agent: It sounds like to me the  NVR has reset and the time is now on the default so it changed the time of the other cameras since they are communicating with that NVR.\nHuman Agent: in some extreme case this can be cuased by the battery in the NVR failing, we can do a test to figure out if thats the case or not. What you would do first though is connect a monitor and a mouse to the NVR so you can change the date and time, you can see if a right click will go through the startup guide, if it does then you can change the time and date there, after that let me know so we can do the test."]
["Customer: Looking for an installer\nCustomer: I'm looking for an Installer\nCustomer: video surveillance system\nCustomer: 8CH 960H DVR Securtiy System 8 700TVL CAmeras\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We no longer provide support to DVRs, you will have to troubleshoot that device on your own."]
["Customer: Troubleshooting\nCustomer: I have a nonprofit customer who lost access to their admin credentials.  Is it possible to default the system and start from scratch?  If not I have to install a new system for them.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Do you know the Model of this device? I will try to look it up in our system\nCustomer: What other options are there?  They do not know the current password.\nCustomer: I do not. Do you want the camera model?\nHuman Agent: Do they only have cameras that plug into a wall outlet or do they have an NVR or a DVR at all?\nCustomer: They have an NVR\nCustomer: They are wireless cameras.\nHuman Agent: Okay, on the bottom of the NVR is a sticker that should have the Model, and also the NVRs ID number, I can try to look that up. On the cameras they will also have a sticker with their Model numbers and ID numbers, I can check and see if all the devices are bound to an account or if there are multiple accounts or not. \nCustomer: It is the Amarillo Elks Lodge in Amarillo, Texas. 806-355-3311 I will have to drive over there to get that information.\nCustomer: How do I get back in touch?\nHuman Agent: You can contact us again via chat with the information, if you say Agent into the chat it will transfer the chat to a live agent who can lookup the Model and ID numbers no problem. Take a picture of each devices stickers so you can send those to us. \nHuman Agent: We will be open until 6PM central time today. \nCustomer: Thank-you!\nHuman Agent: We will be closed Tomorrow until Monday for the Holiday, On Monday we will be in the office at 9AM Central time. \nHuman Agent: No problem, have a good day."]
["Customer: Troubleshooting\nCustomer: Nvr showing all cameras offline\nCustomer: Agemt\nCustomer: Agent\nCustomer: Agent \nCustomer: Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: None of my camera video is showing on my nvr all cameras show offline on it and in app not all cameras will load on nvr \nHuman Agent: It looks like your NVR is offline meaning it is not getting any internet, can you perhaps check the ethernet cord to see if its plugged in on the unit and the router, if it is you may want to first try swapping the ethernet cord or the outlet it is plugged into to see if it comes online again.\nCustomer: K\nCustomer: Not all are showing"]
["Customer: Hello. I'm having problems with the DVR for my cameras. It's completely out. I tried rebooting to no avail. I am able to see the cameras perfectly fine on my phone but not on my monitor that's connected to the DVR.\nCustomer: I checked all suggestions. The other one left is to call customer support. Can I have the number for customer support please\nCustomer: agent\nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. There do not seem to be any devices on this account. What is the ID of the device you're referring to? If it is a DVR, we do not support DVRs any longer. But if it is an NVR you are referring to, it should have an ID on it starting with 14, 15, or ZMD. \nCustomer: NVR ZMD13DH783206901\nCustomer: sorry it's actually ZMD 13DH78206901\nHuman Agent: Thanks. This seems to be on a phone number based account ending in 081. Are there any lights showing on the NVR? \nCustomer: 321-303-3081\nHuman Agent: Yes, that is the account it is on. \nCustomer: Yes. It has all three small lights in the front green\nHuman Agent: Okay, on the monitor is there nothing at all or just the boxes with no camera views?\nCustomer: The boxes with no camera views\nHuman Agent: Okay, is the ethernet cable fully plugged into both the NVR and the router?\nCustomer: Yes it is\nHuman Agent: Okay, do you have another ethernet cable you could try between the NVR and router?\nCustomer: Sure. Let me go that\nHuman Agent: Okay, thanks. \nCustomer: Done. \nCustomer: No change\nHuman Agent: Thanks. Disconnect the ethernet cable for now then and hold in the reset pinhole on the back until the system restarts. Once it finishes restarting you can then plug the ethernet cable back in. \nCustomer: ok. completed\nHuman Agent: Okay, so far it unfortunately is still showing as offline on our end. One other thing we can check on is whether a dead or dying hard drive may be causing an issue. To check that, we can unplug the power from the NVR, open the hard drive door on the bottom, and unplug the hard drive. Once removed, plug the system back in without the hard drive and we'll see if it's then able to come back online. \nCustomer: Okay, Done. Waiting for the system to come back on. The screen says Diet not found\nCustomer: The monitor says Disk not found\nHuman Agent: Okay, that's fine since we have it disconnected. Unfortunately the NVR on your account still shows offline though. Is it plugged into the main router or is it connected via a switch or secondary router, extender, or access point?\nCustomer: No. It's connected into the main router\nHuman Agent: Okay, do you have a mouse connected to the NVR? If so, would you be able to open the main menu, go to the network settings on the NVR, and let me know the current IP address shown for it?\nCustomer: IP Adress 192-168-1-10\nHuman Agent: Okay, it seems it is not communicating with the router. Unfortunately at this point if the issue is not with the hard drive causing general issues with the system or the physical connection to the router (via the cable), there would not be much that can be done. You can try another port on the router if you used the same one earlier, but otherwise it appears the ethernet port on the back of the NVR may have gone bad in some way or something of that nature. \nCustomer: The cameras are not compatible or don't work with 5G, correct>\\?\nHuman Agent: Correct, they need to be connected to a 2.4Ghz network. That would not be related to the NVR though."]
["Customer: Troubleshooting\nCustomer: Zmodo DVR h.264 admin password reset \nCustomer: Bought a DVR security system from someone on Facebook market place and after getting home and hooking everything up I find that there's an admin password and after trying to contact selling for the pin in not able to reach them \nCustomer: Okay so yeah I don't have access to password and that's why in reaching out to u guys \nCustomer: Agent \nHuman Agent: Could I have the Model of the DVR? It will be on a sticker on the bottom of the DVR system.\nCustomer: Zmodo\nModel- dvr-8118Hv\nSku-# DVR h8118uv\nHuman Agent: You can try the default password which is 666666\nCustomer:  password error\nHuman Agent: Alright, the password reset for that system is:\n\nHold ESC for 7 seconds, then hold STOP for 7 seconds\nCustomer: I heard a signal beep\nCustomer: Awesome that worked. Thank u very much \nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: I have installed a new zmodo QR code camera. It has installed correctly and I can view it through the app it is hooked up to my NVR with other cameras it is pixelated in the NVR recording. Is there an update to correct this issue\nCustomer: Camera image pixelated on NVR recording\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have your Zmodo account email? \n\n\nHuman Agent: Some of the newer cameras are not compatible with the NVR \nCustomer: Glassman2@keywestglassman.com\nCustomer: Oh great do I need a new NVR\nHuman Agent: 38 spare and mom3 right? We do not have any NVRs that are compatible with those cameras\nCustomer: If I buy new zomato cameras 2024 models will they be compatible with my NVR\nHuman Agent: No all newer cameras are not. \nCustomer: Correct 38 spare and Mom 3\nCustomer: I guess that's trying to force everybody to buy cloud space\nHuman Agent: No as newer  technology comes to cameras and the components change its not always possible to make it compatible with older units"]
["Customer: ,\nI bought\nZmodo Full HD 1080p Simplified PoE Security Camera System w/Repeater, 4 x 2.0 Megapixel IP Outdoor Surveillance Camera, 8CH HDMI NVR and 1TB Hard Drive\n\nAnd one part is not working, the part that the cameras plug into (I think it's called a repeater)\nDo sell a replacement? or what can I get instead?\nCustomer: A part of my camera system is broken I need a replacement for the repeater that is the part that the cameras get plugged into \n\nCustomer: What don't you get?\nCustomer: that\nCustomer: -1\nCustomer: -1\nCustomer: -1\nCustomer: -1\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Which button \nCustomer: -1\nCustomer: How do I connect with a customer care agent?\nCustomer: Hi\nHuman Agent: IF you need a replacement for the repeater Model BS-0001, then we have 4 channel repeaters that are available as a replacement.\nHuman Agent: https://www.ebay.com/itm/375286206306?itmmeta=01HQXP2BEMQV0GDRFPDTNVHBYK&hash=item5760cd0f62:g:-gcAAOSwCrRl4h5O"]
["Customer: Troubleshooting\nCustomer: Hello\nCustomer: How do I change the ip address to make it static on my nvr\nCustomer: do you have a live chat tech todaty\nCustomer: where is the customer care button located\nHuman Agent: Hello, you've reached customer care, my name is Kylie. You are contacting as a guest so I cant see what kind of NVR you have, what is the email or phone number you used to create the account?\nCustomer: How do I change the nvr from dchp to static\nHuman Agent: I will need your account info first.\nCustomer: I signed iwith my user name and ID it is robert@arba.org and also the password\nCustomer: My telephone number is 301-868-5718\nCustomer: Do you need more information?\nHuman Agent: Let me try to look up your account, one moment\nCustomer: It is a wireless funlux recorder\nHuman Agent: There are several models of those. I did find your account with the email and can see wat type of NVR you have now, one moment while I look for the info on how to set a static IP.\nCustomer: 301-868-5718, robert@arba.org I can see my cameras on your derver now\nHuman Agent: D/static_file/c98133793f_1_20241226113201.png\nHuman Agent: In the NVRs settings you would click network settings to get to this page then you would click the box next to DHCP to make the IP a static IP\nHuman Agent: basically your disabling the DHCP which is what allows the IP to stay static on the NVR.\nHuman Agent: You would do this with a monitor and a mouse on the NVR"]
["Customer: Troubleshooting\nCustomer: Set up a new router and now I can't find how to get Zmodo to connect to wifi\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I have 8 cameras that I had set up for 6.5 years now. I have 4 outside and 4 inside. Spectrum sent us a new modem and router to set up. We did... But now I can't get to place to connect to wifi for our smart kit. \nCustomer: I am trying to connect all of them\nCustomer: Are you there\nHuman Agent: The NVR does not connect by Wi-Fi. The NVR will plug in to your router with an Ethernet cable. And then any Wi-Fi cameras would be connected to the new network using the initial setup.\nCustomer: It is plugged into router but nothing changed\nHuman Agent: What lights do you see on the Ethernet port on the NVR?\nCustomer: Green\nHuman Agent: Is the light flashing or solid?\nCustomer: Solid\nHuman Agent: That means that there is not data being transferred over the connection. Can you unplug the Ethernet cable and plug it back in to the NVR? Then follow it and make sure it is plugged in to the new router and not the old router or a Wi-Fi extender? And plugged in to the correct port on the new router?\nCustomer: Ok... Give me a sec\nCustomer: Ok... All is plugged in. Green solid light on front. Yellow light where plugged into NVR\nHuman Agent: Okay, we are not worried about the three lights on top of the NVR at this point. Is the light on the Ethernet port solid or flashing?\nCustomer: Solid\nHuman Agent: That still means it is not sending data over the connection. What port is the NVR plugged in to on the router? And do you have any Wi-Fi extenders or your old router?\nCustomer: It is plugged into the port that says ethernet 1G\nHuman Agent: And do you have any Wi-Fi extenders or your old router\nCustomer: No... Only the new router\nHuman Agent: Is there any ports that say LAN or anything similar? You may also want to try restarting the router and if that does not work, then reset the NVR.\nCustomer: No it has three ports it says Ethernet 2.5G, ethernet 1G and then the one in the middle just says number two\nHuman Agent: Then I would recommend trying a different Ethernet cable and then restart the router."]
["Customer: Agent\nCustomer: Customer care\nCustomer: Customer Care\nCustomer: Customer Care Agent\nCustomer: en espanol por favor\nCustomer: Agent\nCustomer: Set up\nCustomer: Customer Care Agent\nCustomer: Agent\nCustomer: Troubleshooting\nCustomer: in Spanish please\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Puedes decirme el modelo de la cámara y el número de identificación?\nCustomer: ZP-NJ18-S\nCustomer: ID:15KW73JH501DA9Y\nCustomer: EN ESPANOL\nHuman Agent: Bien, en este momento este dispositivo no está en línea, lo que significa que no tiene acceso a Internet, debe estar enchufado a la corriente y directamente al enrutador, no a un interruptor con un cable Ethernet para obtener Internet\nCustomer: Esta conectado al enrutador\nCustomer: antes lo tenia haci y nunca tuve problemas\nHuman Agent: En este momento muestra que no tiene acceso a Internet, intente cambiar el cable Ethernet o reiniciar el enrutador para ver si eso ayuda.\nCustomer: ok voy a tratar\nHuman Agent: Ok\nCustomer: Ya no hice\nHuman Agent: No estoy segura de entender lo que quieres decir"]
["Customer: representative\nHuman Agent: How can I assist you?\nCustomer: Trying to fix this Zmodo system that is not turning on\nCustomer: I dont hear any fans spinning nor do I see any kind of link lights on indicating power. Only thing I can tell is the power adapter turns on if the switch is in the \"off\" position\nHuman Agent: Could I have the Model or Device ID of the system you are working with?\nCustomer: Model is a ZP-NK16-S\nCustomer: ID is 15SH88YX000141P\nHuman Agent: Alright, do you have the NVR connected to a monitor?\nCustomer: yes, through VGA, which is saying its in powersaving mode. I tried moving the mouse and using keyboard but get no response\nHuman Agent: It should just be a mouse that plugs in to the NVR, not a keyboard. You can try removing the hard drive in the NVR system. Sometimes when the hard drive fails, it can cause the system to not work properly.\nHuman Agent: Is the power adapter plugged in directly to a wall outlet? Or is it plugged in to an extension cord or power strip?\nCustomer: Its only the mouse that is plugged in currentl\nCustomer: Its plugged into an extension cord. Im not taking the whole thing apart for this, just trying to do basic troubleshooting\nHuman Agent: It seems to be a power issue. So you can try plugging it in directly to a wall outlet. If that does not work, then I would recommend disconnecting the hard drive or replacing the power adapter. The NVR will use a 19V6A power adapter.\nCustomer: Unfortunately thats the only place it can be plugged into considering all UPS spots are taken up and where its sitting is not able to be moved\nCustomer: ill let client know thanks\nHuman Agent: You're welcome.\nCustomer: do you mean replace the drive? or just reseat it?\nHuman Agent: You can disconnect the hard drive inside of the system and power the system back on while it is disconnected to see if the NVR will turn on without the hard drive.\nCustomer: Do I need to take system apart though?\nHuman Agent: The hard drive is inside of the NVR, so you would need to open the NVR to access the hard drive.\nCustomer: ok"]
["Customer: Buenas tardes una consulta sobre la coneccion wifi \nCustomer: No me deja conectar mi dispositivo \nCustomer: Me tira que la red que busco no esta disponible \nCustomer: Agente\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?\nCustomer: Buenas tardes\nCustomer: No encuentra el error \nCustomer: La red\nCustomer: Tira error\nCustomer: D/static_file/26689887cb_1_20241203141241.jpg\nHuman Agent: \nNo estoy seguro de qué problema tienes. ¿Estás intentando configurar las cámaras?\nCustomer: Estoy intentando conectar a wifi\nHuman Agent: \nBien, para volver a conectar las cámaras, deberás realizar la configuración del código QR con las cámaras juntas y conectarlas en línea.\nCustomer: D/static_file/dd01a29dae_1_20241203142450.jpg\nCustomer: Este modelo aplica para ese procedimiento? \nHuman Agent: Parece que lo que tienes aquí es un sistema DVR, todos los sistemas DVR están cableados y no son compatibles con la aplicación, solo se pueden ver localmente con un monitor y un mouse. Desafortunadamente, debido a que tienes un dispositivo heredado, no podemos No puedo proporcionar soporte personalizado para este dispositivo. Para solucionar más problemas, tendrá que hacerlo usted mismo.\nCustomer: Que aplicacion sera la compatible? \nHuman Agent: No puedo ayudarlo con eso. Los servicios de terceros y la información para solucionar problemas del DVR para visualización remota están fuera de nuestro alcance y no podemos brindar soporte al cliente; tendrá que hacer esa investigación por su cuenta."]
["Customer: i am trying to select a device to subscribe and it does not let me. no device show up on my end\nCustomer: agent\nCustomer: Agent\nCustomer: Agent\nHuman Agent: There are no cameras on your account. It looks like there is an NVR system that is shared to your account. You cannot subscribe devices that are shared to your account, you would need to be logged in to the account that the camera is setup on to subscribe the camera.\nHuman Agent: Also, you cannot subscribe an NVR system to the cloud. It would record locally to a hard drive inside of the NVR if there is a working hard drive installed in the NVR.\nCustomer: The previous owner of the house gave me this login info with my email.. how can i do it to be able to subscribe?\nHuman Agent: You would not subscribe an NVR system to the cloud. You cannot subscribe an NVR.\nCustomer: what do i need to be able to do it then? a new software?\nHuman Agent: The NVR cannot be subscribed to the cloud. It would record locally to a hard drive inside of the NVR if there is a working hard drive installed in the NVR.\nCustomer: so i cannot playback at all?\nHuman Agent: As I said, it will record locally to the hard drive inside of the NVR if there is a working hard drive installed in the NVR. You would view the playback that is recorded locally.\nCustomer: looks like im not being understood. i my house i have a device connected to my computer and i can not play back not even on my phone app.. \nCustomer: yes i get it that i cannot play back because of the NVR but i can play back in my system locally but not even at that point.\nHuman Agent: I understand what you have been saying. It seems there may be some confusion from my explanation. The NVR records locally to a hard drive. If you are not seeing playback, it may be because the hard drive stopped working or there is not a hard drive installed at all. If you can see the playback on a monitor connected to the NVR, but not on the app, then your account may not have been given permission to view playback when the device was shared with you.\nHuman Agent: There could also be a time and date issue with the NVR, so it may be recording to the incorrect time and date, so you cannot find the playback when you go to look for it.\nCustomer: so it was shared with me... previous owners no longer live there it is me. is there a way for me to be the primary?\nCustomer: something they can do on their end to give me the primary permission to do changes or its always gonna stay like that?\nHuman Agent: There are a few options. First, can you give me the ID for the NVR? It will be on a sticker on the bottom of the NVR system.\nCustomer: are you looking for an answer?\nCustomer: hello?\nCustomer: hello\nCustomer: hello"]
["Customer: Troubleshooting\nCustomer: My camera system stopped working. Box model BS-0001 doesn’t have any lights coming on\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to determine if the issue is with that device or a cable or camera, please unplug it from power and unplug all of the cameras from the repeater. Plug the repeater back into power, then add cameras one at a time seeing if lights show or go out. \nCustomer: Hello????\nHuman Agent: Yes, I said \"Hi, thank you for contacting support. My name is Dillon. In order to determine if the issue is with that device or a cable or camera, please unplug it from power and unplug all of the cameras from the repeater. Plug the repeater back into power, then add cameras one at a time seeing if lights show or go out. \"\nCustomer: Some of the lites came on some didn’t. Then they all went out again\nHuman Agent: For the one that caused them to all go out, please try again with all cameras but that one and see if they function. \nCustomer: Yes it’s just that one that’s causing the problem \nCustomer: And doesn’t seem to matter where I plug it in\nHuman Agent: Okay, that means there is likely an issue with the cable or the camera, more likely a short in the cable. Please try the camera on another of the cables to confirm which is the issue when you can, then you may potentially replace whichever is the issue. Cameras will likely be harder to replace, but the sPoE cables are generally fairly available. We have not produced sPoE cameras since 2018 so we do not have most sPoE products anymore. \nCustomer: Ok thanks for the help\nHuman Agent: https://www.amazon.com/Zmodo-50ft-Generation-Network-Cable/dp/B076ZJ3YZ8\nhttps://www.amazon.com/Zmodo-82ft-Generation-Network-Cable/dp/B076ZKGBCL\nhttps://www.amazon.com/Zmodo-98ft-Generation-Network-Cable/dp/B076ZLJNFH\nHuman Agent: Here are links to 50, 82, and 98ft replacement sPoE cables."]
["Customer: customer agent \nCustomer: I set up a new camera and it is not showing up on my tv from the HDMI\nCustomer: i can see all of my other cameras \nCustomer: i removed it and reconnected it but it still doesn’t show up\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nHuman Agent: If you are talking about the camera on your account named \"front steps\", then that camera is not compatible with the NVR system. The camera uses the h.265 video coding method. The NVR and other cameras use the h.264 video coding method. So the NVR is not able to display the image that the camera is sending to the NVR.\nCustomer: ohh ok thank you \nHuman Agent: You're welcome."]
["Customer: Hi, i got a new router and am unable to view my cameras on the app. I have a DVR h.264\n\nCustomer: Is there a customer service number for tech suppoet\nCustomer: Agent\nHuman Agent: DVRs are unfortunately not supported in the app and may only be viewed locally. If you have an NVR instead, please reach out via email for assistance. \n\nWe are currently unavailable for live chat support, but you can reach out to us via email support@zmodo.com. Our new hours of availability are:\n\n- Monday to Friday: 9am to 12pm and 1pm to 6 pm CST\n* Excluding Holidays\n\nYou may also contact the chat outside of our hours again to speak to our AI chatbot Mira who can assist with some troubleshooting.\n\nThank you for understanding."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: My device nvr\nCustomer: Agent\nHuman Agent: How can I assist you with your NVR?"]
["Customer: talk to agent\nCustomer: my camera was replaced last week and how do reset my model number 4 ch 720p nvr&4IP camera\nHuman Agent: You would unplug the NVR from the rotuer, then on the back there is a small pinhole that you will incert a pin into to reset the NVR\nCustomer: to configure new camera i need to reset whole dvr\nCustomer: nvr\nHuman Agent: You can also connect a monitor and a mouse up to it and navigate the menu to delete the old camera and add the new one as well, but that takes more steps. \nCustomer: but i have 3 camera working fine\nCustomer: my monitor is already connected i just need the steps to do this \nHuman Agent: You would remember which square on the unit is currently blank or empty, open the menu, go to device management, click the one that is the old device and chose delete, then it will either add the device for you to that area, or you would click on that spot and chose to search/add device option. \nCustomer: ok let me check and get back to you\n\nHuman Agent: Okay"]
["Customer: Troubleshooting\nCustomer: Keep saying no disk found \nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device first, can you send me the ID number and model. The ID will start with ZMD or GSG, not the fccid."]
["Customer: I am having trouble getting an app to work on my phone since I got a new modem\nCustomer: I uninstalled it and can't find the same one . my dvr is an older one\nCustomer: model zmd-dd-san8\nCustomer: how do i find a free app for spartz\nCustomer: can someone give me a call 570-898-7556\nCustomer: Agent\nHuman Agent: That DVR would need a third party app (like MEye, Asee+, etc.) in order to view it remotely. Unfortunately, the DVR is no longer supported, so we do not have specific information about which third party apps would still be available and would work with the DVR.\nCustomer: I Installed MEyePro (v3.0.4) dosen't connect\nHuman Agent: It may not be compatible. You may also need to go through and set it up correctly in the app and make sure the port forwarding is setup on your router."]
["Customer: Add another NVR to my account \nCustomer: Representive\nCustomer: I’m trying to add an extra NVR to my account \nCustomer: Hello Grant O. I’m trying to add an extra NVR to my account I’ve tried everything and it want connect\nHuman Agent: Here are the instructions to add an NVR to your account:\n\nPlug in the device to both power and the router, make sure your phone is connected to the same router as the NVR.\nOpen the App and confirm you are signed in with the account you want the device linked to.\nTap on Devices and Add Device. Then tap on the four squares in the top right corner. Then select Legacy, then Smart Kit.\nTap the check mark to confirm the NVR is powered up, this will prompt the app to do a network search for the NVR.\nIf the app locates the NVR it will show you the option to select the NVR and Name it. The name goes on the same line as the Device ID, after entering a name you can adjust the time zone and enter a password for your device.\nLastly tap on the checkmark at the bottom to add the device.\nCustomer: Thank you… \nHuman Agent: You're welcome.\nCustomer: One more question, I bought 4 cameras SD-H2940-4 is these compatible with any NVR that’s on my account \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I don’t a ZMD barcode \nCustomer: D/static_file/b7e71a9799_1_20241230143554.jpg\nHuman Agent: It would be on a sticker on the camera.\nHuman Agent: Okay, those cameras would likely not be compatible with the NVR system.\nCustomer: D/static_file/b267c6651e_1_20241230143643.jpg\nHuman Agent: That camera would not be compatible with the NVR system. That camera uses the h.265 video coding method and the NVR uses h.264 video coding method.\nCustomer: Ok thanks, could you tell me what camera are compatible, I’m wasting money buying cameras \nHuman Agent: We have a partner company, SHO, who make 1080p cameras that still use the h.264 video coding method.\n\nhttps://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7\nCustomer: Thank you so much, will order them now\nHuman Agent: You're welcome."]
["Customer: If my NVR says can't find hard disk, does that mean the hard drive is fried? \nCustomer: can't find hard disk\nCustomer: what kind of detailed information\nCustomer: too funny\nCustomer: okay what?\nCustomer: hard disk can't be found\nHuman Agent: Hi my name is Wendy\nHuman Agent: Have you opened the lid of the NVR to make sure there is a hard drive installed?\nHuman Agent: make sure the cable is connected on both ends?\nHuman Agent: You would want to unplug the NVR from power when checking this"]
["Customer: Agent\nCustomer: Agent\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: Okay\nCustomer: My NVR is not working\nCustomer: After a Lightning \nCustomer: Do have a replacement for me\nHuman Agent: Unfortunately, we have not made and sold NVR systems for several years. You can try looking at third party sellers (Amazon, eBay, etc.) to see if there are any Zmodo or Funlux NVR systems.\nCustomer: Helo\nHuman Agent: Unfortunately, we have not made and sold NVR systems for several years. You can try looking at third party sellers (Amazon, eBay, etc.) to see if there are any Zmodo or Funlux NVR systems.\nCustomer: Please which third party NVR is compatible\nCustomer: * advice\nHuman Agent: There is not a third party NVR that would be compatible. It would need to be a Zmodo or Funlux NVR.\nCustomer: Funlux is not a third party?\nHuman Agent: No, Funlux is a partner company. Zmodo and Funlux devices are compatible with one another.\nCustomer: Please send me a model number\nHuman Agent: There are many, I do not know which are available, since we do not make and sell them. So you would want to look at third party sellers (Amazon, eBay, etc.) to see if there are any Zmodo or Funlux NVR systems.\nCustomer: Hello\nHuman Agent: Do you have any other questions?\nCustomer: Will this one work\nCustomer: Seculink 16-CH 4K NVR provides a complete security solution for your home and office network, support for ONVIF Conformance ip cameras\nHuman Agent: No, that is a different brand of NVR system. So it would not work with the Zmodo cameras.\nHuman Agent: It would need to be a Zmodo or Funlux NVR.\nCustomer: Is there any possible way to see the camera live on my tv?\nHuman Agent: Without an NVR system, if you are able to access Alexa or Google Home from your television, then you can connect the Zmodo account and you can pull up a camera on the television.\nCustomer: Okay,   I have a Roku TV\nCustomer: Another question: are Cameras ONVIF compatible?\nHuman Agent: No, the cameras are not ONVIF compatible.\nCustomer: Okay\nCustomer: So if i dont find a NVR. I have to replace my cameras with a another brand\nHuman Agent: If you want the cameras to record locally, then you would need a Zmodo or Funlux NVR for the Zmodo cameras. Any other NVR would not work with those cameras.\nCustomer: So if i dont find a NVR. I have to replace my cameras with a another brand\nCustomer: Hello"]
["Customer: Hi, I am having a problem formatting my hard drive \n\nCustomer: It's not working \nCustomer: No it completes but shows 931.22 total space and 931.15g free space\nCustomer: Yes I need help. I even bought a new hard drive and still not working \nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: What do I do I have no idea\nCustomer: Well I'm not connected to a computer I just have the hard drive in my dvr\nCustomer: Is there a phone number I can call\nHuman Agent: Could I have the model for your DVR?\nCustomer: Zmd-dt-sin4\nHuman Agent: Okay, so you can click on the Main Menu button at the bottom left corner and click on General Settings. Then click on Disk Drive Info. There will be a list of the hard drive if the DVR can see it. You can check the box next to it and click on Format.\nCustomer: Did that\nHuman Agent: Okay, and what happens when you do that? Do you see the hard drive listed there?\nCustomer: It completes formatting but does nothing \nHuman Agent: What is the status of the hard drive?\nCustomer: Connected \nHuman Agent: And what about the Total Space and the Free Space?\nCustomer: Same as before \nHuman Agent: I do not know what it was before. Can you tell me what it says for Total Space and Free Space?\nCustomer: 931.22 and 931.15\nHuman Agent: Okay, so it looks like it formatted then. \nHuman Agent: What is not working properly with your DVR?\nCustomer: But screen shows video loss\nHuman Agent: If it says Video loss in each of the squares on the grid view of the cameras, then that is not an issue with formatting the hard drive. That may mean that the cameras are not powering on. Can you unplug the power adapter that powers the cameras and plug it back in?\nCustomer: Sure\nCustomer: Nothing changes \nHuman Agent: Okay, and you unplugged the power to the cameras, not the power to the DVR, correct?\nCustomer: Yes\nHuman Agent: Alright, can you unplug the cameras from the DVR and plug them back in?\nCustomer: I did"]
["Customer: hi \nCustomer: my zmodo will not record\nCustomer: i did all that there is a hard drive\nCustomer: the power comes on but the record light will not light up\nCustomer: i did all that the vido is up but no record on the screen\nCustomer: it is enbale\nCustomer: it is enable\nCustomer: do you have a number to talk to a tec\nCustomer: agent\nCustomer: agent\nHuman Agent: Could I have the Device ID or Model Number for your system?\nCustomer: ok"]
["Customer: Troubleshooting\nCustomer: My store camera is not working \nCustomer: I check everything \nCustomer: Store cameras is not working \nCustomer: I have in my store 16 camera 8 cameras is not working \nCustomer: technical support \nHuman Agent: Hello, you've reached customer care, my name is Kylie. When you look at the cameras lights what color are they and are they flashing or solid?\nCustomer: D/static_file/789145e37a_1_20250109172727.jpeg\nCustomer: That’s only 8 cameras working I have 16 cameras in my store \nCustomer: No light \nHuman Agent: Okay, these cameras are all wired and go to a legacy system, It only supports local viewing not viewing in the app we cannot provide support for legacy devices so you will have to troubleshoot this on your own unfortunately. The cameras should be reacting with lights so if theya re not I would personally advise you to check the camera, cord, and what they are plugged into to ensure they are getting power as it sounds like one of those parts is the issue.\nCustomer: Ok \nHuman Agent: Okay have a good night"]
["Customer: Why it doesn’t show my cameras ?\nCustomer: Hi Mira\nCustomer: I reset the router and wifi\nCustomer: Still nothing\nCustomer: Ok\nCustomer: On my app I cannot view my cameras\nCustomer: Its green but nothing on my app\nCustomer: Can you help me please\nCustomer: Live representative \nCustomer: Thank you \nCustomer: Hi Kylie can you call me please\nCustomer: I need assistance\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: Hi thank you my cameras don’t show on my app anymore\nCustomer: I have the live monitor only but not mobile acess\nHuman Agent: The device you have on the account is a DVR system, we are unable to provide technical support for DVR systems, you will need to troubleshoot the device on your own to resolve the issue. \nCustomer: Why\nCustomer: Is a Zmodo model\nHuman Agent: The company decided to provide support for our devices still supported in the app and the ones not supported in the app were some of our earliest devices that it unfortunately was not viable to add support for the latest app versions. Legacy devices such as DVRs no longer work in the app."]
["Customer: Troubleshooting\nCustomer: NVR \nCustomer: I’m having an issue with my NVR, not showing all of my cameras, and it is showing a camera that is not a part of my account\nCustomer: No it is new\nCustomer: I thought I was contacting customer support through chat\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. For the cameras not showing, is that the 4 newest you've added you're referring to? If so, those cameras are not compatible with NVRs. For one showing that isn't on your account, it would show any cameras currently set to go through it. Also, it seems the NVR itself is offline, is it unplugged from the router currently?\nCustomer: Hello\nHuman Agent: Hi. \nCustomer: D/static_file/54332f5f54_1_20241016155039.jpeg\nCustomer: This is one that is not on my account but showing on my NVR\nHuman Agent: Yes, the NVR finds devices based on network, not account. \nCustomer: I’ve two NVRs\nHuman Agent: There is only one NVR on your account. \nCustomer: That one camera that I sent you the picture for the serial number is the only one that’s on the account that shouldn’t be\nCustomer: I have the second NVR unplugged and the other one plugged in in his place at the moment\nCustomer: D/static_file/03fda0a394_1_20241016155256.jpg\nCustomer: That is the one that is unplugged\nHuman Agent: On the NVR you mean? Yes, devices going through an NVR is based on them being on the same network and is not related to account. If you want to adjust the connected devices, you may do so from the device management menu of the NVR when accessing it via a monitor and mouse. \nHuman Agent: That is the only one you have added to your account so far. \nCustomer: I have tried that, I can remove that camera, but it always comes back\nHuman Agent: You would need to turn off the option for automatically adding cameras if you do not wish for the NVR to automatically add cameras it finds on the network. \n\nCustomer: Where would that be in the menu?\nHuman Agent: D/static_file/89d8039ecc_1_20241016155636.png\nHuman Agent: It is the option I have circled here within the Device Management menu. \n\nCustomer: What NVR would I need for exterior cameras?\nHuman Agent: Are you meaning to be compatible with the 4 I noted are not compatible with NVRs? If so, no NVR would work. We have not produced NVRs since around 2018 and many of our newest cameras use a newer compression type that is not supported by the NVRs. We have a partner company that still produces 1080p cameras that would be compatible with 1080p NVRs however. https://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7\nCustomer: Or is there one that works with those cameras?"]
["Customer: Set up\nCustomer: can i speak to an agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: hello! i recently bought an nvr for some of my zmodo cameras however I bought it off of someone who was selling it. they told me everything was fine with it but when I went to set it up it says that their account is still connected to the device (and to check in with zmodo support to see if i could fix this issue). i just want to know if this is possible, or if I cant do this since its not my old account on the device\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Yes we have a process calle dthe Unbind process we can go through with the cameras in order to unbind them from an account\n\nCustomer: perfect, what do I have to do to achieve this?\nHuman Agent: For me to start I will need some info first, are you able to send me all the cameras ID numbers and models? We need to check each one to make sure the previous user did not add the cameras to multiple accounts\n\nCustomer: okay one moment please\nHuman Agent: The ID numebrs will be on the bottom of the devices on the sticker and wills tart with ZMD,14, or 15. this is not the FCCID.\nCustomer: 1st camera: ZMD13D168260849 \nCustomer: 2nd camera: ZMD13D168260900\nCustomer: 3rd camera: ZMD13D168260402\nCustomer: 4th camera: ZMD13D168260786\nCustomer: do you need any information from the NVR?\nHuman Agent: With The IDs numbers I was not able to find within our system, if the camera is tied to another account it will pop up so I think there perhaps may have been a typo with each of the camera IDs you sent, can you try sending me a picture of that cameras sticker instead for me to compare?\nHuman Agent: Yes I will also need the NVRs ID number, you can send a picture of that ID numebr as well if you would like.\nCustomer: okay one moment please\nHuman Agent: Okay\nCustomer: D/static_file/ecbe616692_1_20250115165252.jpg\nCustomer: D/static_file/0d8b7b68c4_1_20250115165304.jpg\nCustomer: D/static_file/b1e1450158_1_20250115165311.jpg\nCustomer: D/static_file/5e311dade9_1_20250115165317.jpg\nCustomer: D/static_file/e305286127_1_20250115165325.jpg\nHuman Agent: Okay, thank you for sending those, One moment while I look up each device\nCustomer: thank you!\nCustomer: i am here!\nCustomer: i was just waiting for your response\nHuman Agent: I looked up all the ID numbers and all of them are currently not bound to any account, its possible that the previous owner removed the device from the account if they still had the app downlaoded perhaps, are you able to try adding the devices again to see if they will bind to the account or if it still pops up telling you the devices are bound to another account?\nCustomer: i will try and let you know what it says one moment please\nHuman Agent: Okay no problem. \nCustomer: hello, so i just retried it and it now works!\nCustomer: thank you so much. \nHuman Agent: Fantastic! thats great news, is there anything else I can assist you with today before we go?\nCustomer: no nothing else! thank you for your help!\nHuman Agent: thank you as well, have a beautiful day, take care.\nCustomer: you as well!\nCustomer: hello can i speak to an agent"]
["Customer: Agent\nCustomer: Agent didn’t answer my last question \nHuman Agent: Let me read through your last chat.\nHuman Agent: It looks like you were asking about an NVR that would work with your newer cameras. The representative did reply, but you may not have received their answer. I will send their message again.\nHuman Agent: Are you meaning to be compatible with the 4 I noted are not compatible with NVRs? If so, no NVR would work. We have not produced NVRs since around 2018 and many of our newest cameras use a newer compression type that is not supported by the NVRs. We have a partner company that still produces 1080p cameras that would be compatible with 1080p NVRs however. https://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7"]
["Customer: hola\nCustomer: I have a zmd-dx-sin8, I connect it and it doesn't turn on\nCustomer: I want to know if that uses some kind of remote control\nCustomer: ZMD-DX-SIN8\nCustomer: DOES NOT TURN ON\nCustomer: The box does not turn on, only a green light turns on\nCustomer: It still won't turn on\nCustomer: it still wont turn on\nCustomer: does not turn on\nHuman Agent: Hello, the system you have is a DVR, we no longer are able to provide support for DVR systems. If it is not powering on you can try to troubleshoot it on your own or explore other systems on the market."]
["Customer: How do I know which DVR to buy to connect my cameras to?\nCustomer: How do I know which NVR to buy which is compatible with my cameras?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. The cameras on your account would not be compatible with any NVRs or DVRs. \nCustomer: Ok. Thank you \nHuman Agent: No problem. Is there anything else I can assist you with for now?"]
["Customer: Can't connect to my nvr\nCustomer: -1\nCustomer: Agent\nHuman Agent: Could I have the Device ID of the NVR you are working with? It should start with ZMD and should be on a white sticker on the NVR.\nCustomer: ZMD13BL59204846\nHuman Agent: Thank you. Here are the instructions to add an NVR to your account:\n\nPlug in the device to both power and the router, make sure your phone is connected to the same router as the NVR.\nOpen the App and confirm you are signed in with the account you want the device linked to.\nTap the plus sign (+) on the top right and select Legacy, then Smart Kit.\nTap the check mark to confirm the NVR is powered up, this will prompt the app to do a network search for the NVR.\nIf the app locates the NVR it will show you the option to select the NVR and Name it. The name goes on the same line as the Device ID, after entering a name you can adjust the time zone and enter a password for your device.\nLastly tap on the checkmark at the bottom to add the device.\nCustomer: It worked perfectly...thank you Grant\nHuman Agent: You're welcome."]
["Customer: Can't set up my cameras \nCustomer: Lab representative \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are these new cameras or ones that were previously set up previously?\nCustomer: Previously set up\nCustomer: Hello\nHuman Agent: Okay I will need to look up the devices first to see what setup options they use, can you send me all the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid. \nCustomer: All the cameras are installed and up high. I have no access to that info \nCustomer: I can get to the modem.  \nCustomer: If that'll help\nHuman Agent: That wont allow me to check what setup they use, are all the cameras tied to this account your contacting from?\nCustomer: Yes\nHuman Agent: Okay, One moment, I will try and see if it will tell me what setup the cameras use by looking up the individual devices from there. \nHuman Agent: Looks like all of the cameras on this account are wired, to get the devices connected to the internet you would need to connect the NVR to your rotuer and if the cameras are plugged into the NVR they would come online, if the cameras are instead plugged into a NVR repeater, make sure that NVR repeater is also plugged into the router as well.\nHuman Agent: Right now all the devices are telling me they are offline and are not getting any internet. \nCustomer: Are you able to send so.eone out here to help us?\nHuman Agent: No, we don't have infield technicians, we only have online support. \nCustomer: Is there a number I can call to talk with someone?\nHuman Agent: We do not have an inbound number to call, but we do have outbound calling done via schedule, I can send you our call scheduler so you can schedule to speak with a rep over the phone.\nHuman Agent: I sent the call scheduler into the chat now. \nHuman Agent: Let me know if you have any questions or have trouble submitting a call at all.\nCustomer: I just submitted a scheduled call.  Thank you very much. \nHuman Agent: Thank you as well, any other questions before the chat closes?"]
["Customer: Troubleshooting\nCustomer: My NVR not working \nCustomer: I have completed all of steps\nCustomer: The nvr is not working \nCustomer: Can someone call me\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: Scheduler a call\nHuman Agent: Okay, I will send you the scheduler now, let me know if you have any trouble with submitting the call at all or have any questions."]
["Customer: Hello... I have a ZP-IBH2K-S camera that was used outdoors and the seal has leaked and water got to the pc board and it no longer works\nCustomer: I would like to replace the camera\nCustomer: Hello\nHuman Agent: Unfortunately, we have not made and sold sPoE cameras for a few years now. You can try looking at third party sellers (Amazon, eBay, etc.) to see if there are any Zmodo sPoE cameras for sale.\nCustomer: Will this camera IBH15-S, work as a replacement for that ZP-IBH2K-S camera \nCustomer: Will this camera IBH15-S, work as a replacement for that IBH2K-S camera \nHuman Agent: Yes, that camera would be compatible with a Zmodo NVR. It may use a different sPoE cable, but that would depend on the generation of the camera.\nCustomer: it shows it with the same micro usb end for the camera\nHuman Agent: If it has the same connector, then it will use the same cable."]
["Customer: Set up\nCustomer: Set up dvr\nCustomer: Zmodo password reset\nCustomer: 1\nHuman Agent: Hi my name is Wendy.   you are wanting to reset the Zmodo app password? or the password for your DVR?\nCustomer: Yes the admin user password \nHuman Agent: What DVR do you have?  What is the model and device ID ? \nHuman Agent: this info should be listed on the bottom of the DVR and the ID will start with ZMD or 1\nCustomer: H9115V\nCustomer: H9114V\nCustomer: H.264 model\nHuman Agent: Are there any other info on the bottom of the DVR?  Could you provide a picture of the stickers on the bottom of the DVR?\nCustomer: D/static_file/6d086dcbe1_1_20240920142510.jpg\nCustomer: D/static_file/29e5987c1d_1_20240920142528.jpg\nHuman Agent: It may take me a few minutes, I am not finding any info on this model\nCustomer: I tried 111111 but nothing\nHuman Agent: try admin as the username and either 519070 or 020818 as the password.  see if this will allow you to reset it"]
["Customer: Set up\nCustomer: Set up\nCustomer: Agent\nCustomer: D/static_file/26a036a98c_1_20250225140408.jpg\nHuman Agent: That is a Legacy DVR and is no longer supported. It would require a third party app (MEye, Asee+, etc.) to view remotely. You can download and setup the DVR and port forwarding on your router, but we would not be able to support that as it uses a third party app.\nCustomer: Which one is compatible to android?\nHuman Agent: They are third party apps, so we do not have support or specific information for them, so I would not have information about what apps would be compatible with your device. You can try searching for them in your app store."]
["Customer: Troubleshooting\nCustomer: Hi\nCustomer: Seems like my nvr is not working.   \nCustomer: Powers up but can’t see cameras \nCustomer: Live agent\nHuman Agent: Howdy, you've reached customer care, my name is Kylie. Let me look up the account to see what kind of NVR you have, one moment\n\nCustomer: Ok thanks \nHuman Agent: Right now on my end its showing that the NVR is offline. Do you only view the NVR from the app or do you ever locally view it with a monitor and a mouse?\nCustomer: I have monitor and mouse.   But I get a black screen.   \nCustomer: I can see green flashing light inside nvr but nothing works, not on app or from nvr\nHuman Agent: Okay, is the whole screen black or do you see any of the individual squares where the cameras would be?\nCustomer: Black\nCustomer: No lights on back of port to each camera.  They use to flash\nCustomer: I powered down nvr to move it up a shelf and never came back on \nHuman Agent: Okay, this could mean there's something wrong with the NVR or with the hard drive that's causing this potentially There's 2  things we can try to see if we can get it back in working order.  Can you unplug the NVR from the router then with a small pinhole press the reset pin in the back of the NVR until it resets which is around 30 seconds, after that wait a minute and plug it back into the router and let me know if the monitor or the unit reacts at all. \nCustomer: Ok I’ll try.  \nHuman Agent: Okay\nHuman Agent: If that did not cause a reaction the next thing to try is to remove the HDD and see if the unit starts working, in rare cases when the HDD (hard drive) is bad it can take all the power from the unit and not let it function properly.  To try unplugging the harddrive you would unscrew the screws on the bottom and possibly the back too if it does not release, inside you will see a silver cartridge and would unplug any plugs going to that cartridge or manually take it out if it only slides in(thats the HDD your unplugging) When doing all this unplug the whole unit from power to prevent an accidental injury via shock. Then after that while the HDD is unplugged you would plug the NVR back into power and see if it boots up as normal \nCustomer: No nothing \nHuman Agent: Okay did you also try the comment above's instructions as well?\nCustomer: Yes.   Still a black screen\nHuman Agent: That is very very unfortunate. That means the whole units gone bad then. We did eveything there was to do to try and attempt to get it back working though so good job trying your best.\nCustomer: Is there a replacement available \nHuman Agent: If you want to get a new NVR you would search on third party sites such as amazon or ebay for another unit. the unit you would want is one that supports 720P cameras, if it says 1080P support that is also perfectly fien as the 1080P NVRs we made in the past also support the 720P ones.\nCustomer: Thought the cameras I have are 1080p? Not 720\nHuman Agent: I cant see what model of cameras you have only the NVRs info so im unsure what the resolution of the cameras you have are, do you perhaps have the model of the cameras I can find out with that for you no problem. As for replacement options We stopped making NVRs in 2018 so we don't sell them directly anymore due to us not having any in our warehouses left. All NVRs at this point are either in warehouses of other seller company's like amazon who are selling them or on ebay."]
["Customer: Troubleshooting\nCustomer: 2 of my cameras have gone down and are not working. I have reset everything and cleared the drive. I believe it is the spoe router, as 2 of the ports have no lights\nCustomer: Power supply is good\nCustomer: -1\nCustomer: Router is not not working properly\nCustomer: Customer support \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. A router is a networking device and not one of our products. Are you referring to the sPoE repeater that the cameras plug into?\nCustomer: Yes\nHuman Agent: If you unplug the cameras that are not working and then plug them in one at a time (you'll potentially need to try more than once in different orders), is there a particular one that once it is plugged in causes the others to go out or do just none of them work  no matter the order of plugging them in?\nCustomer: The same 2 ports don't work no matter what order i plug them in\nHuman Agent: Okay, so even if you plug in one of the other working cameras, they do not work there either?\nCustomer: That is correct\nHuman Agent: Okay, unfortunately it sounds like the ports have gone out. We have not produced sPoE devices since around 2018 so we do not have the repeaters any longer. The best option I'm aware of would be through our partner SHO who has some of our older NVRs with sPoE ports listed for use as repeaters without the NVR functionality (You would still use your current NVR for that). The downside though is that they can only power up to 4 devices at a time and while you can use multiple, they all have to be plugged directly into the main router of the network which can be difficult depending on port space on your router. Here is a link to those repeater NVRs. https://www.ebay.com/itm/375286206306\nCustomer: Bummer, thank you\nHuman Agent: No problem, is there anything else I can assist you with for now? \nCustomer: No thank you\nHuman Agent: Okay, have a good day!"]
["Customer: I need someone to help walk through setting up. Cameras that are not working. One camera is working with the tablet/cell phone, but it's not working on the T. V, with the modem that came with the system\nCustomer: There are no lights in the cameras on any of our cameras. We have 24 camera systems. I looked at all 8 cameras. None of them had lights on them at all. Four of the cameras are working, one other camera on the four system is working through the camera, say disconnected, i'm trying to figure out how to reconnect those cameras\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Have you tried to cover the cameras at all to see if the IR night vision lights react? It may be that the cameras are not getting any power."]
["Customer: Hello I have a 4 channel zmodo dvr wired camera and would like to know what app can be used to view live feed\nCustomer: Does meye work? Because I used to use a\nCustomer: It is a really old model like 10 years o.d will it still work with zmodo app\nCustomer: To view live video\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Unfortunately DVRs are not supported in any of our own current apps. It's possible you may be able to use them via 3rd party apps like MEeye as you mentioned, but we would not be able to provide assistance with 3rd party apps such as that. \nCustomer: Ok and the cameras I have are 480tvl if I put 1080p will they still work?\nHuman Agent: Our DVRs only support purely analog devices. 1080p cameras would not be compatible. \nCustomer: What I mean is if they are the same type of wired cameras just higher resolution they still would not work ?\nHuman Agent: 1080p devices cannot be purely analog and would need to at least be some form of hybrid device. As such, they would not be compatible. \nCustomer: Ok. Do you guys still sell 8 channel newer dvr . \nCustomer: I would like to record 24/7 so I.\nCustomer: im assuming I need wired ?\nHuman Agent: No, we have not produced DVRs or analog products since around 2015 so unfortunately do not have any available. If you would need a newer DVR to use with your existing cameras, you can likely find one through another company. Generally as long as they allow cameras to connect via BNC as yours do, you'd likely be fine to use their DVR, but it would still be best to check in with them directly first to ensure compatibility. \nCustomer: Thank you \nHuman Agent: No problem."]
["Customer: Software download\n\nCustomer: Update software zp-ne14-s \nCustomer: -1\nCustomer: Speak to an agent\nCustomer: Ok\nHuman Agent: The NVR on your account is a legacy system that would only be compatible with the Zsight app. The Zsight app and legacy NVR and DVR systems are no longer supported, however, so if it does not work on your device, then you can use the system locally by plugging it in to a monitor.\nCustomer: I have the ZP-NE14-S and it says it has software version V40.0.2.6\nI have no WIFI and my hard drive just went unavailable on it. Can I manually update the firmware?\nCustomer: Ah. I see. So there is no firmware update\nHuman Agent: Technically there is, but that would not change anything with being able to access it. I can send you an email and you can download it and try to update with a USB drive. But that will not change your ability to access anything on the NVR system.\nCustomer: I understand. I'm just trying to get my hard drive to ve recognized again. I guess I could open the case.  But I can update it manually as a first try though\nCustomer: My email is timnunez2012@gmail.com \nHuman Agent: If the issue is with the hard drive, then it is likely a hard drive problem. You can try formatting the hard drive. Otherwise, you would want to replace the hard drive in the system.\nCustomer: Ok. You know what. Thanks. Have a great day. Bye\nHuman Agent: You're welcome. You have a good day, too."]
["Customer: Hello\nCustomer: Agent \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?\n\nCustomer: My firmware update keeps failing\nHuman Agent: What is the name of the camera you are trying to update? \nCustomer: Zmodo camera\nCustomer: Message says I need a firmware update but it always says it fails\nHuman Agent: You have no camera named Zmodo camera on your account. You have blue first floor, blue basement, gray lake, 0, gray side, lake, gray front, 0, out, in, left, and right \nCustomer: OK. So all are plugged in and all fail to update \nCustomer: It's not like it says one updated and the others don't \nCustomer: It just says your firmware update failed\nHuman Agent: Yes I understand the firmware update fails but which camera is it? \nCustomer: Does it look to you like one of them updated and another did not? \nCustomer: It's all the cameras plugged in to the base at the same time \nHuman Agent: Are you seeing my questions? \nCustomer: Yes but you're not making sense\nCustomer: Which camera failed? All of them failed to update \nHuman Agent: Okay to be clear I am asking which camera or cameras specifically are you trying to update? 0, gray side, lake, and gray front are all up to date. \nCustomer: Do you understand? None of the cameras updated and they are all plugged into the base\nHuman Agent: 0, gray side, lake, and gray front are all up to date. \nHuman Agent: Blue first floor, blue basement, gray lake side and 0 are all on older firmware. \nCustomer: Right. It's the older ones that apparently need the firmware update \nCustomer: They are all plugged in but won't update \nHuman Agent: Try to update the one named blue basement and let me know if you get an error \nHuman Agent: I understand they are plugged in and wont update. You repeating that to me over and over does not help me help you. Please perform the troubleshooting step requested above. \nCustomer: So I'm going to unplug the other seven and just do one? \nCustomer: Because that one has already not updated 5 times when I was trying to do all of them \nHuman Agent: I did not ask you to unplug anything. That is not needed. Here are the steps to manually start an update \n\nGo to the camera's Live View.\nTap the gear icon.\nTap the three dots icon.\nSelect \"\"Device Version\"\".\"\nCustomer: Am I supposed to do one at a time? \nHuman Agent: Yes \nCustomer: It's hard to get the live view because the failed to update message is over it\nHuman Agent: Do you have an option to tap on okay or cancel? \nCustomer: Checking \nHuman Agent: Okay \nCustomer: Device version says new firmware available \nHuman Agent: Okay please try to update it. \nCustomer: Should I reset the device? \nHuman Agent: No please follow the provided instructions. \nCustomer: OK. It worked. I'll do it for each of the cameras. Thanks! \nHuman Agent: Do the one named 0. Keep in mind you have 2 named 0 so you will have to find the one with the update\nCustomer: OK. \nCustomer: It worked\nCustomer: What next? \nCustomer: Hello? \nHuman Agent: \tgray lake side and Blue first floor are offline, can you reboot the unit?\nCustomer: Ok\nHuman Agent: Once they are back online let me know \nCustomer: OK. Might take a while to figure out. Don't lose me\nHuman Agent: Okay \nCustomer: Can we do the ones that are working first? \nCustomer: Hard to figure out the ones not working. They don't all come back on when I reboot\nHuman Agent: The working ones are all updated \nCustomer: I thought we just did two of the eight? \nHuman Agent: D/static_file/f3c10c4df7_1_20241028110911.png\nHuman Agent: \tV8.1.2.02 is the latest version \nHuman Agent: As you can see only the Gray lake side and blue first floor are not V8.1.2.02\nCustomer: OK. I have to figure out which ones they are \nCustomer: Will take a few minutes \nHuman Agent: Okay \nCustomer: OK. Got gray lake side done\nHuman Agent: Okay \nCustomer: Trying to find blue first floor might take a while \nHuman Agent: Okay, if you have any trouble just let us know. We will be here till 6PM CST. \nCustomer: Ok\nCustomer: No problem \nHuman Agent: I am going to close the chat now. I hope you have a good day!\nCustomer: Can you send me the chart again with camera and software \nHuman Agent: D/static_file/0f5dbef908_1_20241028113602.png\nHuman Agent: Only \tblue first floor needs the update \nCustomer: OK so grey lake side has updated? \nHuman Agent: Yes\nCustomer: Thanks! \nHuman Agent: You're welcome, is there anything else we can help with today? \n\nCustomer: Got them all updated. \nCustomer: Thanks so much for your help! \nCustomer: Bye\nHuman Agent: Excellent, I hope you have a great day!\nCustomer: I'm back \nHuman Agent: Sure how can we help?\nCustomer: Can't get four newer cameras to work \nCustomer: Right, left, in, out\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: It's nothing \nCustomer: Sorry, blinking green\nCustomer: One I unplugged and plugged back in is blue \nHuman Agent: Solid blue or flashing blue. \nCustomer: Solid blue \nHuman Agent: Okay they are back online. \nCustomer: OK. Thanks! \nHuman Agent: You're welcome, is there anything else we can help with today?"]
["Customer: My camera is connected to wifi and I can ping it from another device bit the zmodo nor will not find or connect to it\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera?\nHuman Agent: The ID will be on  a sticker on the camera, it will start with ZMD or GSG\nCustomer: hangg on a sec\nHuman Agent: ok\nCustomer: Oh amd\nCustomer: Zmd\nHuman Agent: yes the ID may start with ZMD\nCustomer: Oh. I'm sorry .. zmd141ahe002937\nHuman Agent: ZMD14IAHE002937 shows offline on my end.  What color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: Ot is offline ...I just reconnected it\nHuman Agent: What color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: Solid blue but I can just barely see the light\nHuman Agent: Could you please unplug the camera from power for 30 seconds then plug it back in?\nHuman Agent: see if the indicator light will go back to solid blue or start blinking green\nHuman Agent: actually ZMD14IAHE002937 shows online now\nHuman Agent: You should be able to view the live feed.  The camera name is Spare\nCustomer: Solid blue\nHuman Agent: Please check i fyou can view the live feed from the app now\nCustomer: I'm here\nHuman Agent: were you able to view the live feed from ZMD14IAHE002937 ?\nCustomer: Yes but the nvr cannot connect to it\nHuman Agent: Do you have a monitor/mouse connected to the NVR?\nCustomer: I want to view it on ch5\nCustomer: Yes mouse\nCustomer: And monitor\nHuman Agent: are there any channels free?  or open?  \nCustomer: 5-8 open\nHuman Agent: Did you already try tapping on \"auto add\" to see if the NVR will find the camera?\nCustomer: Yes ..no go\n\nHuman Agent: Do you only have 1 router at the location?  The camera is setup to the same router that the NVR is connected to?\nCustomer: Well there are 2 routers but one of is running in AP mode where the camera is connected then cat5 to the main router where the nvr is patched into\nHuman Agent: That is most likely the issue.  The camera and NVR should be connected to the same router so they can communicate.  \nCustomer: In effect they are on the same network\nHuman Agent: You would want to unplug the router that the camera is currently setup to that will get the indicator light to blink green, then setup the camera to the main router that the NVR is connected to\nCustomer: They both have 10.89.27.X/26 ip addresses\n\nHuman Agent: ok\nHuman Agent: you would want to setup the camera  to the main router that the NVR is connected to\nCustomer: The one where the nvr is connected does not have wifi\nHuman Agent: Please plug the NVR into the router that the camera is setup to\nCustomer: That just confess directly navigate to where it is currently connected\nCustomer: Oh lord\nHuman Agent: I don't understand\nCustomer: The r outer\nHuman Agent: Right now it doesn't look like the camera and NVR are communicating.  You would want them both connected to the same router so they can communicate together\nCustomer: Where the came is connected is not working as a router. Just a wifi ap and switch\nCustomer: Came is camera\nHuman Agent: Both devices should be connected to the same router\nHuman Agent: the camera should connect to the router wirelessly the NVR would need to be plugged into the NVR with an ethernet cable\nCustomer: They are. The wifi access point is wired into the same router as the nvr.  The router provides dhcp and gateway functions\nHuman Agent: You could try and add the camera manually - login to the router to find the camera's IP address and manually enter it on the NVR\nCustomer: Tried that. Actually, the nvr is displaying the ip address and mac address on channel 5 but it says offline\nHuman Agent: You are sure its the IP address for ZMD14IAHE002937 \nHuman Agent: If the camera is listed as offline on the NVR you could delete it and then try and add it back to the NVR again\nCustomer: Actually not 100% because I currently have 2 of these cameras on the network right now\nCustomer: I have deleted and readded multiple times already\nHuman Agent:  login to the router to find the camera's IP address and manually enter it on the NVR\nCustomer: The camera that I think it is displays model zmodo sd-h2926-b-h\nCustomer: Hi Dillon\nCustomer: Emery have up on me, huh? \nCustomer: Wendy\nCustomer: Im doing this chat on an android phone with keyboard swiping\nHuman Agent: Hi, Wendy was at the end of her shift unfortunately so I offered to help take over the chat. Thank you for that information, one moment as I finish reviewing your conversation. \nHuman Agent: Okay, so Wendy mentioned trying the auto-add option, is the \"Search and Add All Devices Automatically\" setting also on in the device management page of the NVR. As she mentioned, the camera being connected to a different router even if it is only serving as an access point could in some cases result in issues that could prevent the NVR from seeing the camera, but there are a few other things we can check on here as well. \nCustomer: Yes the auto search and add is on\nCustomer: The router serving as an access point is configured in AP mode. That's all it does\nCustomer: All wireless devices traverse one cat 5 cable to the gate e way router\nHuman Agent: I understand. Due to how the NVR locates other devices though, this can sometimes still cause issues. Before that though, I'd like to check a few more things about your network the camera is on. To start, is it any sort of guest network or network that may function similarly to a guest network? Or a network with AP isolation turned on? \nCustomer: Yes I have the ap guest network setup as my iot network\nCustomer: Ì thinking that's where my problem lies\nCustomer: Ap isolation, no\nCustomer: But it used to work this way for quite some time\nHuman Agent: Guest networks typically have additional restrictions that a normal network does not. One of the main things there is that they typically prevent local devices from communicating with each other directly through something similar to AP isolation. So if you are currently using your guest network there, I would recommend resetting the camera in the app (when viewing live you can tap the settings gear in the top right, then the ... in the top right of the next page, then reset) and then connect it to the main network instead, not the guest network. \nHuman Agent: It's otherwise possible that you could maybe adjust settings of your guest network if your router allows for that, but that would be beyond our ability to assist with. \nCustomer: I think I tried that (or at least thought of it). Let me do that now\nHuman Agent: Okay, the chat will remain open for 7 minutes from the last message. Please let me know once you have swapped it over or otherwise let me know if you would need more time if you're approaching the 7 minute mark. \nCustomer: Ok\nHuman Agent: Thanks. \nCustomer: That should cause the light to blink green, right\nHuman Agent: The reset will cause it to initially go to solid green, then blinking green once it is ready to be set back up again. \nCustomer: On it is blinking now... hang on\nHuman Agent: Okay. \nCustomer: Solid blue on main wifi now\nHuman Agent: Okay, did it add to the NVR now?\nCustomer: No\nHuman Agent: Okay, would you be able to check it's IP address via your router to try manually adding it via the \"Add Device Manually\" button in the Device Management settings of the NVR?\nCustomer: I tried refresh and auto add. The ip and Mac address are displayed for channel 5 but it says offline and the video is just a black box\nHuman Agent: Does the IP address shown there match the IP address it has currently on the network when checking the devices connected to your router?\nCustomer: Yes\nCustomer: It always has\nHuman Agent: Also, if this is still the old entry of it, please also delete that first (select the channel, then choose delete device). \n\nCustomer: I have dhcp reservations setup in dhcp so it should be pretty accurate. If I disconnect power from the cam the ip disappears from the clients list on the router\nHuman Agent: Okay, you mean static DHCP reservations through the router or have you set a static IP address through the camera itself? \nCustomer: I just deleted it\nCustomer: It's not automatically repopulating\nHuman Agent: Okay, for the static IP address, did you mean static DHCP reservations through the router or have you set a static IP address through the camera itself?\nCustomer: Do I need to enter anything for Port? \n\nHuman Agent: You would leave it on the default 8000. \n\nCustomer: Reservations through the router\nCustomer: Popped right up with correct Mac  address\nHuman Agent: Okay, thank you. I just wanted to confirm that as doing it through the camera could potentially lead to some other issues you could run into. \nHuman Agent: Okay, and is it still offline or back online on the NVR?\nCustomer: No video and nvr says it's offline\nCustomer: Did you see what I named the camera? \nHuman Agent: Okay, unfortunately then our best option would be trying the NVR and camera via the same router, though typically the NVR will also need to be on the main router of the network or it can run into issues later on, though may work temporarily. \n\nYes, you named it my name. \nCustomer: The nvr is already on the main router ... always was/ is\nHuman Agent: Right, but the camera is not as it is connected via the access point. \nCustomer: Had to be. Then the camera travels overs a cat 5 cable to the main router\nHuman Agent: However that can sometimes be problematic for our NVRs depending on the particular routers and configurations. While it sounds like there is some level of communication occurring since it is pulling the MAC when you add it based on the IP, it is not detecting the device as online still and cannot display it. Having the NVR and the camera on the same router will generally resolve that sort of issue. Beyond that you may also adjust settings on your routers to potentially resolve the issue, though that would unfortunately be beyond our ability to assist with. \nCustomer: Finding a cable long enough is my challenge right now. I know where there are some but buried behind a bunch of other shit\nCustomer: Yea, I already tried rules and static routes last night\nHuman Agent: Okay. Would it be possible to temporarily enable the wifi on the main router to test via that if wiring is too difficult to easily test for now?\nCustomer: Main router forest have wifi\nCustomer: Forest=doesnt\nCustomer: I found a cable that may reach. Hang on a sec\nCustomer: Just barely but nvr still says ch5 offline\nHuman Agent: Okay, it's purely a wired router without the capability of broadcasting a wifi network? That is typically uncommon for home networks so I just want to confirm. \n\nOkay, so what is the current configuration? The NVR connected to the access point that the camera is going through? And have you already deleted it to see if it can readd?\nHuman Agent: We will be closing in 10 minutes at 6pm CT. I would be happy to continue to assist you until then, but the chat will close at that time. If you would like a callback, you may schedule one via the button below. If you would prefer an email follow up instead, please let me know and provide an email you would like me to reach out on tomorrow. \nCustomer: Mac address is displaying all zeros now\nCustomer: Jim.chappelear@gmail.com\nCustomer: Ubiquity ultra cloud gateway is the main router. Asus RT-AX88U configured in AP mode for wireless\nHuman Agent: Okay, this is with the NVR connected to the access point that the camera is going through? Would it be possible to temporarily swap it to router mode and disconnect the ethernet cable back to the main router so that this will be functioning independently without the other router's influence? The devices will be offline in the app, you we will be able to confirm on the NVR whether it works locally when NVR and router are connected to the same main router of the network. \nCustomer: Yes. But I can't leave it this way\nHuman Agent: I understand and the devices would be offline, but it will allow you to test whether it will work when the NVR are both connected to the main router of a network. \nCustomer: Ì will do that and have an answer for you tomorrow\n\nHuman Agent: Okay, did you receive the email I sent a moment ago to ensure you may easily reach me once you have tested this?\nCustomer: Yes\nHuman Agent: Okay, I will talk to you there then once you have finished testing. Is there anything else I can help you with for now?\nCustomer: You don't have time. Have a nice evening\nHuman Agent: Have a nice evening as well! \nCustomer: Or morning\nHuman Agent: We're located in central time of the US so it is currently 5:58PM. \nCustomer: OK same here"]
["Customer: Set up\nCustomer: I have a Funlux H264, can I use this app?\n\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I would need the devices ID number and Model to know what type of funlux device it is in order to answer your quesiton. Not all devices are compatible with the app\nHuman Agent: the ID numebr on your device will be on the bottom sticker and start with ZMD, 14, or 15 and it will have no dashes or spacing. If its hard to see the characters to type it out manually you can also send a picture of the sticker into the chat as well."]
["Customer: Hi, in 2018 I ordered # O-ZS-9G00096836 , one of the repeaters bs-001 no longer works, so I bought an off brand vimin 10 port gb poe switch (x003k3r6j3) is there certain settings to toggle in the zmodo system to allow this item to work with cameras? Currently the cameras on that switch still don't show on the screen.\nHuman Agent: A third party PoE switch would not work with the cameras. If you are trying to replace the repeater, then we have 4 Channel repeaters available here https://www.ebay.com/itm/375286206306?itmmeta=01HQXP2BEMQV0GDRFPDTNVHBYK&hash=item5760cd0f62:g:-gcAAOSwCrRl4h5O\nCustomer: I still have questions"]
["Customer: Humano\nCustomer: Necesito ayuda con una configuración de un z modo \nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. Necesitaré buscar el dispositivo. ¿Pueden enviarme todos los números de identificación y modelos de las cámaras? La identificación comenzará con ZMD o GSG, no con fccid.\nCustomer: D/static_file/8d97c19f9c_1_20250128111421.jpg\nCustomer: No puedo conectarlo con la app y no sé actualiza la hora automáticamente con el internet \nHuman Agent: Tiene un NVR heredado, los dispositivos heredados ya no son compatibles con la aplicación y solo se pueden usar localmente. No podemos brindar soporte al cliente con respecto a dispositivos heredados, por lo que desafortunadamente tendrá que solucionar el problema del dispositivo usted mismo.\nCustomer: No Ai ningúna otra opción?\nCustomer: Una aplicación o página externa o actualización de firmware?\nHuman Agent: \nNo podemos solucionar problemas con dispositivos Elgacy, por lo que solo podrás solucionar este problema tú mismo. Sí.\nCustomer: Ok\nCustomer: Gracias \nHuman Agent: Puede buscar el modelo y la información de identificación en línea para ver si alguien ha publicado esa información. No puedo ayudarlo en absoluto porque este es un dispositivo heredado y ya no brindamos soporte de atención al cliente para dispositivos heredados.\nHuman Agent: Que tenga un buen día"]
["Customer: Troubleshooting\nCustomer: need an agent\nCustomer: hello I have an nvr zm-ss7008d8-500gb\nCustomer: in some of the connected cameras I see just black in the nvr and not able to do playback\nCustomer: in some other channles I do playback with no problem\nCustomer: how to fix the ones that just displays black ?\nHuman Agent: It looks like some of the cameras on your account use the h.265 video coding method. The newer cameras use that as it is more efficient. The NVR and older cameras use the h.264 video coding method. So the NVR would not be able to interpret and display the images from the cameras if they use the h.265 video coding method.\nCustomer: how can I know if it is h.265 or h264?\nHuman Agent: The newer cameras that we make and sell would be h.265. If you tell me which cameras you are having trouble with, I can tell you which method they use.\nCustomer: this is the one I need to know\nCustomer: zmd18flig523329\nCustomer: this is just an example\nCustomer: of one of my cams\nHuman Agent: Yes, that camera uses h.265 video coding method.\nCustomer: so what I should do\nCustomer: is it workless now ?\nCustomer: I mean, I wouldn't be able to do playback on that camera with my nvr ?\nHuman Agent: You would not be able to view the playback from that camera on the NVR, because the NVR cannot interpret and display or record the video from the camera.\nCustomer: any fix for that ?\nHuman Agent: No, there is not any way to change that on the camera or the NVR.\nCustomer: let me understand\nCustomer: the camara you just checket is a 265 which means is \"new\" and the nvr reads just 264 ( old )\nCustomer: ?\nCustomer: in this scenario my nvr is 264 and will read/display just the old 264 cams ?\nHuman Agent: So, the new cameras that we make use the h.265 video coding method. The NVR and older cameras use the h.264 video coding method.\nCustomer: do you sell nvrs for 265?\nHuman Agent: No, we have not made and sold NVRs for several years. None of the NVRs that we have made use the h.265 video coding method.\nCustomer: in other words you do not sell nvrs anymore .. you just sell cloud service ?\nCustomer: is there a way how to know before I buy a camera if it is 264 or 265?\nHuman Agent: Yes, as I said in my last message, we do not make and sell NVR systems and longer and have not for the last several years. I believe the last time we made NVR systems was in 2018.\nCustomer: is there a way how to know before I buy a camera if it is 264 or 265?\nHuman Agent: Any new cameras that you buy from us will use the h.265 video coding method. We have a partner company SHO who makes cameras that still use the h.264 video coding method.\n\nhttps://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7\nCustomer: ok thank you\nCustomer: have good day\nCustomer: thats all\nHuman Agent: You're welcome. You have a good day, too."]
["Customer: agent\nCustomer: Well, that's not working, once I delete them they pop back up in the same spot.\nCustomer: yes\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I have found the order, but when I delete the camera, it pops right back up, I even deleted them in my phone but that made no difference\nHuman Agent: Can you taike a pcituer of the screen and send that to me\nCustomer: I'm on my PC, when I go to chat on my phone it takes me to my home screen, not the chat?\nCustomer: ok, found it\nCustomer: D/static_file/e8e6bd1b8d_1_20250212112627.jpg\nCustomer: D/static_file/63aeef9027_1_20250212112643.jpg\nHuman Agent: I see the issue, you have the \"search and add all devices auton=matically\" turned on, click the square so its not blue then try again\nCustomer: Ok, that worked, now once I add them here, will they come back on my phone?\nHuman Agent: Your changing the order on the NVR directly, so when you look at the NVR in the app the order will also match and be the same when you click live on the NVR, so yes.\nHuman Agent: You may have to refresh the app for it to update with the change, you can pull down from the top of the screen and let go to refresh or you can force close then reopen the app to refresh it. \nCustomer: Ok, I won't keep you, if I have any issues I'll contact you back. Thank you.\nHuman Agent: Great, have a great day. Farewell"]
["Customer: Troubleshooting\nCustomer: Poor connections and cameras won’t show video\nCustomer: Can not establish a secure video channel. Already log out and back in\nCustomer: How to contact support\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you send me the cameras Model and ID number, the ID will start with ZMD, with that I can check what setup the cameras uses.\nCustomer: ZMD13DIE6001572\nCustomer: You still there.\nHuman Agent: It looks like that camera is a wired camera, do you plug this camera into an NVR? I will need that devices ID number as well\nCustomer: Ok one second\nHuman Agent: Okay\nCustomer: ZMD13JEEB203891\nHuman Agent: Okay for that NVR currently it is telling me it is offline, its seemingly not getting any internet, can you try checking the power cord and the ethernet cord? this NVR should be plugged into one of the routers ethernet ports not A switch at all, do you use an ethernet switch with this system at all?\nCustomer: No I do not\nCustomer: Can you see it now\nHuman Agent: I cant see the video of any of the cameras from my end due to privacy however it is telling me the devices are now online so can you see the devices now?\nCustomer: Yes thanks\nHuman Agent: fantastic, is there any other questions before we go?\nCustomer: No that’s all\nHuman Agent: Great, have a good day"]
["Customer: Live agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Yes\nCustomer: I have a legacy dvr that I need to get on a smartphone\nCustomer: Can you help?\nHuman Agent: Unfortunately we are not able to give support to DVR systems anymore, you will have to troubleshoot the device on your own. \nCustomer: Ok\nCustomer: Can you tell me the required app for online access?\nCustomer: It's your Zmd dd an 4 model\nHuman Agent: You can try the Meye, Asee+, or other similar third party apps.\nCustomer: *SBN4 model\nCustomer: Thank you\nHuman Agent: You're welcome."]
["Customer: Representative \nHuman Agent: How can I assist you?\nCustomer: I recently ordered a new Zmodo camera that is 1080 P. It connects to the app just fine. I have an NVR that is connected, but displaying blank screen.\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: The NVR automatically recognizes it and add it to the device list. It’s just showing a blank screen.\nCustomer: ZMD19G4IH409004\nHuman Agent: That camera will connect to the NVR, but the black screen that it is showing is because it is not compatible with the NVR. The NVR uses the h.264 video coding method and the camera uses the h.265 video coding method. So the NVR is not able to interpret and display the signal coming from the camera.\nCustomer: D/static_file/c6a19bf013_1_20241220130540.jpeg\nCustomer: Here is the NVR\nHuman Agent: Did you receive my response after you provided the Device ID for the camera?\nCustomer: No\nHuman Agent: That camera will connect to the NVR, but the black screen that it is showing is because it is not compatible with the NVR. The NVR uses the h.264 video coding method and the camera uses the h.265 video coding method. So the NVR is not able to interpret and display the signal coming from the camera.\nCustomer: So I will return this one. Can you recommend a camera that is compatible?\nHuman Agent: We have a partner company, SHO, who make cameras that should still use the h.264 video coding method.\n\nhttps://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7\nCustomer: So these will definitely work?  I will order them!\nCustomer: Thank you. \nHuman Agent: You're welcome."]
["Customer: How do i set recording time for camera to record on NVR\nCustomer: Agent\nHuman Agent: You can set the time on your DVR in the settings. Do you have your DVR system connected to a monitor and a mouse?"]
["Human Agent: Representative please\nHuman Agent: Local playback is not viewable\nHuman Agent: Keeps spinning\nHuman Agent: -1\nHuman Agent: Representative please\nHuman Agent: Local playback is not viewable\nHuman Agent: Local playback isnt working for living room camera.\nHuman Agent: I tried viewing it many times yesterday and it never worked. I then tried the free trial cloud subscription hoping it would work for past recordings but it didn't. \nHuman Agent: The video i need is from before i tried the free cloud trial.\nHuman Agent: The camera on your account named \"living room\" is not compatible with the NVR, so there will not be any footage viewable in the Local Playback. The camera uses the h.265 video coding method and the NVR uses the h.264 video coding method. So the NVR cannot interpret and display the signal that the camera is sending.\nHuman Agent: Will switching the camera allow me to view yesterday's video? \nHuman Agent: The playback shows video and events, but I can't view them.\nHuman Agent: What do you mean switching the camera? The camera is not compatible with the NVR. The NVR is incapable of interpreting and therefore displaying the footage from the camera. The only thing you would get from that camera on the NVR is a blank screen.\nHuman Agent: I mean that I have some cameras that i can view playback on. \nHuman Agent: Yes, there are some cameras on your account that are compatible with the NVR and some cameras on your account that are not compatible with the NVR.\nHuman Agent: So my newer cameras are not compatible with the nvr?\nHuman Agent: The cameras on your account named \"master\", \"living room\", \"🐕 door\", and \"Fawn Front Yard\" use the h.265 video coding method, and so would not be compatible with the NVR.\nHuman Agent: Ah ok. So there is no way I can watch the recordings? \nHuman Agent: No, because the camera is not compatible with the NVR, the NVR cannot display the image from the camera. So the most that would be there is a blank screen.\nHuman Agent: Ok thank you.\nHuman Agent: You're welcome."]
["Customer: So I completed the disc formatting and the light is still red on the NVR\nCustomer: -1\nCustomer: Agent \nHuman Agent: Can you go to the Disk Drive Info settings on the NVR and tell me what it shows there? You can click on the Main Menu button at the bottom left corner of the task bar. Click on General Settings and then Disk Drive Info.\nCustomer: I don't know where you would go to it mine is just connected to a screen\nHuman Agent: Right, and you have a mouse plugged in to the NVR, correct?\nCustomer: D/static_file/234e27688a_1_20250311141401.jpg\nCustomer: Yes\nCustomer: But I don't see a option to click anywhere else for something\nHuman Agent: Do you still have the message saying that the hard drive is being formatted?\nCustomer: No it's done\nCustomer: And the light still red\nHuman Agent: What happens if you left click or right click on the screen?\nCustomer: It sends me through I guess what is a startup guide I changed the date and time for my cameras and now I'm on this step\nCustomer: D/static_file/595dc4b97c_1_20250311141916.jpg\nHuman Agent: Yes, so keep clicking through until you finish the startup guide.\nCustomer: Okay and then what for some reason my cameras aren't connected\nHuman Agent: The cameras are offline, so you would need to connect them to your Wi-Fi network.\nCustomer: Okay but how would I get that red light cleared why is it doing that\nHuman Agent: The red light on the NVR indicates an issue with the hard drive. So if you are through the Startup Guide, then you will want to go to the Disk Drive Info settings.\nHuman Agent: Click on the Main Menu button at the bottom left corner of the task bar. Click on General Settings and then Disk Drive Info.\nCustomer: Ok \nCustomer: D/static_file/e818c5a748_1_20250311142602.jpg\nHuman Agent: Yes, you can try formatting the hard drive there. If it does not work, then it is likely an issue with the hard drive and you can replace the hard drive.\nCustomer: How do I free up space it's full\nHuman Agent: What does it say for Total Space and for Free Space?\nCustomer: D/static_file/17568d5847_1_20250311142936.jpg\nHuman Agent: Can you go to the Disk Drive Info settings?\nCustomer: Yes\nCustomer: It takes me right back to trying to format that disc and when I try to do that it says that it failed\nHuman Agent: You do not need to try to format it any more. I just want to know what it says there. That is the only screen that we care about at this time.\nCustomer: Yes it just says that it failed\nHuman Agent: As I mentioned previously in this chat and our other chat earlier today, if it still fails to format, then it is likely an issue with the hard drive and you can replace the hard driv\nCustomer:  Ok ty \nHuman Agent: You're welcome. Do you have any questions?\nCustomer: Probably but not at this moment thank you so much for helping\nHuman Agent: You're welcome. Please do not hesitate to contact us again if you do have any questions."]
["Customer: NVR ZMNV18, i terrabyte hard drive. I cannot log into my admin NVR account. I have tried the password, and all of the default passwords (111111, 666666), with no luck.\nCustomer: I cannot find how to reset the password in the user manual. I need technical support help.\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Are you wanting to reset the login password for the NVR on your account named NVR? ZMD12LFA1211173?\nCustomer: I'm not sure of the NVR number, but I want to rest my NVR password.\nHuman Agent: Did you try the default username/password?\n\ndefault username: admin\ndefault password: 111111\nCustomer: Yes, I tried that several times\nHuman Agent: okay.  First unplug the network cable that is connected on the back of the NVR\nHuman Agent: make sure the network cable is unplugged first.\n\nthen press and hold the reset pin hole button on the back of the NVR for 15-30 seconds to reset the NVR to defaults\nCustomer: OK, unplugged\nHuman Agent: After the NVR is reset then you can plug the network cable back in.\nHuman Agent: NVR ZMD12LFA1211173 still shows online.  You have the network cable unplugged?\nCustomer: I reset, and now am plugging the NVR back in\nHuman Agent: ok\nCustomer: Network cable plugged in\nHuman Agent: ok try logging in with the default username/password now\nCustomer: OK, I can log in now. Thanks. Bye\nHuman Agent: bye have a nice day"]
["Customer: Are there some NVRs that do not support access via windows explorer?\nCustomer: Representative\nHuman Agent: The NVR would be viewed through the web app on your Windows computer. You can go to user.zmodo.com and log in to the same account that you log in with on your mobile app.\nCustomer: From looking in zmodo's forums, it's clear that some zmodo systems offer a web interface that is not the user.zmodo.com website\nHuman Agent: Some of the DVR systems used to do that through Internet Explorer. The DVR systems are no longer supported and there are problems accessing it since Windows stopped support IE.\nCustomer: It appears that the NVR could be made visible with Internet Explorer through it's use of ActiveX\nCustomer: I'm trying to determine what NVR models that applies to and to see if mine has that ability\nHuman Agent: No, the NVR cannot be accessed that way. Some of the older DVR systems could be accessed that way. The newer DVRs and NVRs cannot be accessed that way.\nCustomer: My system is old 7-9years probably\nCustomer: it's a 720HD NVR that came with 8 cameras and 4TB hard drive\nHuman Agent: The system on your account is a Network Video Recorder (NVR). It cannot be accessed through ActiveX.\nCustomer: ok - no way around that at all?\nCustomer: that's a great feature, not sure why it would be removed from zmodo's offering\nHuman Agent: No, there is no way to view it through ActiveX. If you want to view it on your computer, you would log in through the web app. I am not holding out some other method that you could use.\nCustomer: bummer\nCustomer: thanks\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: customer care agent\nHuman Agent: How can I assist you?\nCustomer: I set up a new nvr - 1209 NVR New and it's not showing the correct day or time .\nHuman Agent: Is the NVR connected to a monitor and a mouse?\nCustomer: no\nCustomer: I can't change it in the app?\nHuman Agent: You can change the time zone in the app. It is just that your cameras are offline, so they may not be connected to the NVR so I wanted to know if you could change see the cameras on a monitor.\nHuman Agent: You can tap on Settings next to My Devices on the Home page of the app. Then tap on the NVR. Then tap on the three dots in the top right corner. Tap on Device Time Zone.\nCustomer: I can see the one camera that I have conected to the nvr. it shows date 1-1-2000 12:04:47 time\nCustomer: The time zone is correct The east in the USA and Canada\nHuman Agent: None of the cameras on your account are showing online. Then you can try changing it to another time zone and then changing it back. If that does not change anything, then you will want to connect the NVR to a monitor and a mouse to check the settings on the NVR directly.\nCustomer: Your looking at the OLD NVR.. I set up a new one 1209 NVR NEW with 1 camera connected\nHuman Agent: I am not looking at the NVR. I am looking at the cameras on your account.\nHuman Agent: If the cameras are not plugged in to the NVR, then that would be why they are offline.\nCustomer: so how do I change the date/time\nHuman Agent: You can try changing it to another time zone in the app and then changing it back. If that does not change anything, then you will want to connect the NVR to a monitor and a mouse to check the settings on the NVR directly.\nCustomer: ok"]
["Customer: Troubleshooting\nCustomer: My password\nCustomer: Not remember my old password \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. If you do not want to log out to do password reset, you may also do the password reset from user.zmodo.com. \nCustomer: I can’t I try everything \nHuman Agent: I'm unsure what you mean. Could you elaborate. \nCustomer: When I open my app I don’t see any any area with forget the password \nHuman Agent: It's on the log in page of the app so you would need to log out to access that. Otherwise you may also do it from user.zmodo.com as well. \nCustomer: I need to enter the password on the monitor where the cameras are displayed and I am entering the same one that I always use and today it does not let me enter in any way.\nCustomer: It is not to enter the account with that I have no problems\nCustomer: Is in the monitor for make a change in the cameras on my monitor\nHuman Agent: I apologize, I thought you were resetting account password. For the NVR, you can reset it's password to the default 111111 via the pinhole reset on it's back. You'll need to make sure to unplug the ethernet cord before doing the reset though or else it will also reset your cameras to where they would need set back up. \nCustomer: Ok I’m going to try with that \nHuman Agent: Okay, let me know if you have any trouble. \nCustomer: Ok Thank You\nHuman Agent: No problem."]
["Customer: Troubleshooting\nCustomer: Why I have 2 camera with the same picture? \nCustomer: 2 camera show same view \nCustomer: I have 2 different cameras location but yet show same view? \nCustomer: Can I speak to a representative \nHuman Agent: If you are talking about on the NVR, then it is probably because you have the same camera in two channels on your NVR. You can remove the camera from one of the channels by going to Device Management on the NVR and selecting the channel and clicking on Delete Device."]
["Customer: Set up\nCustomer: Morning.\nI'm looking to update my Zmodo hard drive \n\nCustomer: Looking to upgrade \nHuman Agent: Hi my name is Wendy.  What type of DVR/NVR do you have?  What is the device ID on the unit?\nCustomer: Dvr w/ 960 -H \nHuman Agent: there should be a model listed on the bottom of the DVR.\nHuman Agent: Could you please let me know the model?\nCustomer: Model ZM D - DT- SIN4 \nHuman Agent: ZMD-DT-SIN4 can take (1) 3.5\" SATA HDD up to 2TB.  We recommend using a surveillance grade hard drive like Western Digital Purple.\n\nLegacy DVRs like ZMD-DT-SIN4 are no longer supported.  \n\n\nCustomer: What's the upgrade \nHuman Agent: What do you mean the upgrade?\nHuman Agent: We no longer sell DVRs or wired camera kits.  Are you wanting to upgrade to wifi cameras?\nHuman Agent: Link to 1080p wifi indoor camera:  https://www.zmodo.com/1080p-indoor-wifi-camera/\nHuman Agent: Link to indoor/outdoor 1080p wifi battery camera\n\nhttps://www.amazon.com/Zmodo-Security-Rechargeable-Detection-Waterproof/dp/B0DJ1LFNRP/ref=b2b_gw_d_puwl_d_sccl_1/141-1693119-0779641?pd_rd_w=Dokid&content-id=amzn1.sym.e29f9610-d9f9-499e-a6c0-e695a640e957&pf_rd_p=e29f9610-d9f9-499e-a6c0-e695a640e957&pf_rd_r=NZ4NPP4MC3YMDAV1QW77&pd_rd_wg=mS8Bv&pd_rd_r=9475c150-602e-4911-96b6-ccf8786bc004&pd_rd_i=B0DJ1LFNRP&psc=1"]
["Customer: Agent\nCustomer: Hi i have nvr the 8channel 720p model \nCustomer: I've been using 3 out of 8 cameras \nCustomer: Tried adding 2 more yesterday it got shown up and then after a update the camera not shown\nHuman Agent: Hello, what question or assistance do you need with your NVR system today can you elaborate more?\nCustomer: I need to know how can the camera be show pre update of nvr then not shown post update\nCustomer: I think the nvr is blocking my camera \nCustomer: Can u assist with unblocking my camera itself \nCustomer: 3 are shown and the additional 2 that I had put away aren't \nCustomer: I'm doing a ip search on the network and the camera is not showing up nor is it showing the led blinking indicating its transmitting data to nvr\nCustomer: All of this is post update been using the old version few months now \nCustomer: The additional 2 camera are plugged in rn \nCustomer: Any advice?\nCustomer: Hello\nHuman Agent: NVRs cannot block cameras. Are you able to see the camera live from the app or locally at all?\nHuman Agent: also is the camera you are having trouble with a wireless or a wired camera?\nCustomer: Nope but pre update I was seeing it briefly and it said something about not being bound to my account which is strange \nHuman Agent: Okay, can you send me the cameras Model and ID number I will look it up in the system to see if it is bound to another account or not with that.\nCustomer: Then I unplugged it updated and then tried plugging it back in\nHuman Agent: The ID numebr will start with ZMD,14, or 15.\nCustomer: I'll go get that information now\nHuman Agent: Okay\nCustomer: I have to climb up a little way\nHuman Agent: No problem\nCustomer: D/static_file/4ad831cf03_1_20250117132248.jpg\nCustomer: D/static_file/516e017f4f_1_20250117132256.jpg\nHuman Agent: Okay, One moment while I lookup both of these devices for you.\nHuman Agent: Both of these cameras that you send the IDs for are not bound to another account at all\nCustomer: I bound my 3 cameras before the update awhile ago\nHuman Agent: Okay\nCustomer: But these 2 where off \nHuman Agent: The update is not the cause of this issue you are experiencing \nCustomer: Untill yesterday pre update I saw them\nCustomer: Then don't see them\nHuman Agent: This would be caused by something else, Are you seeing any lights coming from either of these two cameras?\nCustomer: Yes one lights red\nCustomer: Other dose not light red\nHuman Agent: Is it a red solid light or is it flashing at all? also is this during the daytime when its bright or is it when its dark that you only see the red lights?\nCustomer: But both arnt showing data received by nvr led at rj45 socket\nCustomer: One was red sold last night \nCustomer: While the other was not red off I believe \nCustomer: The one that's off came on red then would go off \nCustomer: Untill I unplugged and replugged\nHuman Agent: Okay. Theres two things I can have you try and do to seee if we can get the cameras to react and see if the NVR can comunicate with them. First lets try having you reset the NVR, you to do that would unplug the NVR from the rotuer (unplug the ethernet cord) Once unplugged look at the back of the NVR for a small pinhole, that is for the reset and you will want to incert a paperclip or a pin into that hole and hold it for 30 seconds, then take out the pin and wait 1 minute before plugging the NVR back to the rotuer (ethernet cord) \nHuman Agent: Once you have done that reset process check in the app to see if you can view all of the cameras again or not and let me know.\nCustomer: Ok I've never done it like that\nCustomer: Usually leave the cable in \nCustomer: Let me see if I can break this into steps\nHuman Agent: No problem take your time.\nCustomer: Remove the internet cable\nCustomer: Is the internet box remaining on?\nHuman Agent: yes you will leave the rotuer alone, we are only resettign the NVR here.\nCustomer: Resting nvr now\nHuman Agent: Okay\nCustomer: Ok I pushed the rest button for about 20sec and 3 normally used cameras made sounds \nCustomer: I have all the cameras on one spot point different directions\nHuman Agent: Okay, did the other two cameras react at all did you notice? and do you see them in the app if you click live on the NVR at all?\nCustomer: The 3 lit up on rj45 led \nCustomer: But not the 2 \nCustomer: One still solid red the other binked red\nCustomer: Once\nCustomer: I have not connected internet \nCustomer: Should i\nHuman Agent: Okay thats not a good sign. What this means is that there is either an issue with the cord for the cameras, an issue with the cameras themselves, or with the ports the cameras are plugged into on the NVR. We can try to narrow down which issue it is but it is tedious.\nCustomer: I tried different ports \nCustomer: Not that\nHuman Agent: To eliminate and narrow down what the issue is you can first try unplugging the two cameras from the ports on the NVR, make sure you do not accidentally mistake one of the workign cameras for these two. After that unplug two of the working cameras and plug these two cameras we have having trouble with into those ports. After a minute has passed try to see if you can view them from the app at all.\nCustomer: It's mounted on a corner spot\nHuman Agent: After that the next thing to figure out if its a cord issue or a camera issue you would have to unplug the cameras from where they connect to the cord, then swap it with one of the working cameras.\nCustomer: Ok\nHuman Agent: If the camera that is not working, works then you know it is not a camera issue at all.  If it does not work then there is an issue with the camera. You would still want to check the cord though reguardless as sometimes you can have a bad camera and a bad cord. \nHuman Agent: Oh and if the working camera does not work still when swapped thats how you know the cord is bad or not. \nCustomer: Ok but what dose a red ring around the camera lends mean\nCustomer: I know normally that's night vission\nHuman Agent: The red lights on the camera are the IR lights, you are correct and they are used for the camera to have night vision, without the IR lights the camera wouldn't have any night vision. \nCustomer: D/static_file/d3f2d5458a_1_20250117135213.jpg\nCustomer: See ones purple [red] other is white [off]\nHuman Agent: Yes, you said that earlier, are you unsure what that means or have questions regarding that?\nCustomer: Would like to know what is the meaning in this situation \nCustomer: I'll also try turning it off for about and hr and then powering it back up as everything smart needs a full restart sometimes idk if that will solve anything but as I've tried everything and only 3 out 5 showing\nCustomer: D/static_file/87e4a8e97f_1_20250117135751.jpg\nHuman Agent: Turning it on and off wont resolve the issue.\nHuman Agent: No lights means the camera is not getting power, this could be caused by either the camera not working properly or the cord not giving it power or the port on the NVR not giving it power.\nHuman Agent: Once you narrow down the reasons the camera is offline by testing each then you will have the answer. If the camera is what is bad then you would replace that, if the cord is what is bad then you would replace that, if the port on the NVR is bad then you unfortunately to fix that would have to replace the NVR. \nCustomer: Wouldn't all port go bad at the same time \nHuman Agent: No, they would not. \nCustomer: Working cameras work in every port was switching that around before \nHuman Agent: think of it kind of like a Christmas tree, all the lights are being used at the same time, but sometimes one burns out, that's what can happen sometimes for an NVR's and other electronics as well. \nHuman Agent: thats great! if the workign cameraas work in every poret you know that the ports are not the issue! good job!\nHuman Agent: Now the next thing you would have to narrow down is is it a camera issue, or a cord issue. \nCustomer: Ok\nCustomer: Wtf\nCustomer: I just swapped 2 ports and 4 lights up\nHuman Agent: Interesting, do you notice a change in the app at all after doing that?\nHuman Agent: currious if you are able to view any of the cameras live or not. Just let me know if you can.\nCustomer: D/static_file/d3f33f2b34_1_20250117141008.jpg\nCustomer: Dam\nCustomer: D/static_file/13897efaf5_1_20250117141046.jpg\nCustomer: Th internet is still plugged off\nCustomer: I'm on the monitor connected to the nvr\nHuman Agent: Okay thats no problem\nCustomer: I fogged out one\nCustomer: Let me see if the other fixes the same\nHuman Agent: Okay just let me know once you try.\nCustomer: The solid red one have no network led binking\nCustomer: That one I will investigate more another time\nCustomer: At least one is fixed thank you for ur assistance \nCustomer: Also any other meanings can be taken when it is sold red\nHuman Agent: Okay, Im glad we were able to troubleshoot and help you get one back online, if you have anymore questions feel free to contact us again for support. Are there any other questions now before we go?\nHuman Agent: Solid red are just a way to know the camera is in night vision, this is normal typically.\nHuman Agent: Only testing it on another working cord will tell you if the camera it self that is the issue (non functional) or if its the cord its plugging into that's the issue. \nCustomer: :)\nHuman Agent: Are there any other questions I can assist you with?"]
["Customer: Troubleshooting\nCustomer: i cant get the times to line up on my camera system \nCustomer: its 2 hours and 16 minutes off. when i go to say 12 pm it will jump to 2:16\nCustomer: its not the time zone it it literally jumping \nCustomer: when i click on time zone it doesn't do anything \nCustomer: device firmware says it is correctly the latest version. when i click on device name it opens that for me to change the name but when i click on device time zone it doesnt do anything. \nCustomer: still not working \nCustomer: i cant change the time zone and playback is jumping \nCustomer: how do i contact customer support. you are very unhelpful \nCustomer: agent \nHuman Agent: The time zone setting on your cameras is controlled by the NVR system. You will want to tap on the Settings button next to My Devices on the home page. Then tap on the NVR and tap on the three dots in the top right corner.\nHuman Agent: Then you can change the time zone on the NVR and change it back to resync the time zone settings on the cameras.\nCustomer: ok will that help with it jumping when i go to a certain time on playback?\nHuman Agent: That is a likely cause of it skipping around in the playback. The time can get desynced and save to incorrect times. It may not change anything that has already been recorded, but should adjust it for future recordings.\nCustomer: it still jumping. makes it not even worth having. \nHuman Agent: It may not change the footage that was already recorded at the incorrect time. However, it should fix it for future recordings. I would recommend keeping an eye on it and checking new recordings in the next hour or so."]
["Customer: i have a model bs-0001 that is bad how do i get a new one\nCustomer: i need a phone number to call to order one\nHuman Agent: Hello, my name is Grant. We have 4 Channel repeaters available as a replacement here: https://www.ebay.com/itm/375286206306?itmmeta=01HQXP2BEMQV0GDRFPDTNVHBYK&hash=item5760cd0f62:g:-gcAAOSwCrRl4h5O\nCustomer: is that a new one\nHuman Agent: That would be the replacement if you need a new repeater. If you have 8 cameras, then you would just need 2 since it is a 4 Channel system."]
["Customer: app to connect to model D9108BH\nCustomer: help to set up model D9108BH\nCustomer: I have an old system that used Meye software. How do I get that now\nHuman Agent: Hello,\n\nD9108BH is a legacy DVR.  DVRs can no longer be viewed remotely.  You can view the cameras connected to this DVR by plugging in a monitor/mouse to the DVR and viewing them directly from the monitor.\nHuman Agent: Hi my name is Wendy.\nCustomer: Yes, I do that. But I want to view on my cell phone\nHuman Agent: Unfortunately support for legacy DVRs and NVRs is no longer available. While the basic functionality of these devices will still be accessible by connecting them directly to a monitor there will no longer be remote access for these via Zsight app as this app is no longer being updated.\n\nIf you would like to have the latest security features and remote access via our current app we would recommend you check out our current wifi devices at www.zmodo.com\n\nHuman Agent: There isn't a way to view the cameras connected to a DVR on your cell phone.\nCustomer: Hi Wendy. \nHuman Agent: Hi\nCustomer: OK. so I can view it only on the monitor\nHuman Agent: correct\nCustomer: The 4 wired cameras cannot be viewed over cell phone. How can I see on mobile phone. I have to get new ones?\nHuman Agent: DVRs/analog cameras are no longer supported and cannot be viewed from a cell phone.\n\nThe wifi cameras available on Zmodo.com can be viewed from the Zmodo app or the Smartz Eaze app.  You can view the indoor and outdoor wifi cameras here:  https://www.zmodo.com/store/?qtyname=2\nCustomer: ok. thanks\nHuman Agent: You're welcome\nCustomer: have a great day\nHuman Agent: You too! thank you"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Agent\nCustomer: Okay\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I can't see it in live \nCustomer: My 24/7 live reocrding is not working \nCustomer: Can someone call me please, so i can explain \nCustomer: ??\nCustomer: +1 (645) 201-7970 \nHuman Agent: We are not able to call you directly we do all of our calling by schedule, I will send you the call sceduler in the chat here so you can schedule yourself a callback. \nCustomer: Okay thank you \nCustomer: I already add the zmodo equipment but I can't see the cameras\nHuman Agent: Okay,  are you wanting to troubleshsoot via chat or would you like to wait and go over everything in the callback?\nCustomer: We can try via chat\nHuman Agent: Okay, On my end it looks like the NVR is not getting any itnernet, do you see any lights coming from the NVR at all right now? if you do what is the color and is it solid or flashing?\nCustomer: Is flashing red\nHuman Agent: Do you use a monitor and a mouse with this NVR or do you only view it from the app?\nCustomer: From the app\nHuman Agent: Are you able to try swapping the Ethernet cord on the NVR or changing which port it is plugged into on the router to see if it reacts and comes online at all?\nCustomer: Isn't supposed to be flashing red?\nHuman Agent: Cant tell completely unless you have a monitor and a mouse connected however  based on the light pattern it sounds more then likely that your cameras are communicating with the NVR but because its not getting any internet you cant view it from the app. \nCustomer: But the equipment is connected to the internet with a cable\nCustomer: Is connected to the modem\nHuman Agent: Yes, thats what I mentioned earlier, I said the ethernet cable, thats where the NVR gets internet from.\nHuman Agent: can you try swapping that ethernet cord with another ethernet cord or trying to swap what port on the router its plugged into right now?\nCustomer: Yeah give me a sec \nHuman Agent: Okay\nCustomer: Done\nCustomer: Is send me the motions alert, whenever is movement outside, but I can't see the live\nCustomer: It**\nCustomer: Wait is that it?"]
["Customer: Help\nCustomer: I sent the model of dvr and no one got back to me\nCustomer: Someone there asked for the model nu.ber so I gave it to someone  there and they haven't gotten back to me geesh\nCustomer: Agent\nCustomer: Agent\nCustomer: Grant are you there\nHuman Agent: What is the model of your DVR system?\nCustomer: Agent\nCustomer: It is zm-ss7008d8\nHuman Agent: Alright, that is an NVR system. Could I have the Device ID of the NVR system?\nCustomer: Where is it\nHuman Agent: It would be on the sticker on the bottom of the NVR.\nCustomer: 045c069aa62d\nHuman Agent: Is that what it says next to ID on the bottom of the NVR system?\nCustomer: Oh I found it zmd12jh78200755\nHuman Agent: Thank you. Are you trying to add the NVR to your account?\nCustomer: I've had it for a long time but I changed my internet and everything got all screwed up ,I got my cameras where they work and my nvr seems to be working but I can't get into it to clear it or reset the password and none I've tried is working\nHuman Agent: You can reset it with a pinhole reset on the back of the NVR. You will want to unplug the Ethernet cable from the NVR before you reset it. But if you are trying to just add it to your account, then you can do a Smart Kit setup in your app.\nHuman Agent: Here are the instructions to add an NVR to your account:\n\nPlug in the device to both power and the router, make sure your phone is connected to the same router as the NVR.\nOpen the App and confirm you are signed in with the account you want the device linked to.\nTap the plus sign (+) on the top right and select Legacy, then Smart Kit.\nTap the check mark to confirm the NVR is powered up, this will prompt the app to do a network search for the NVR.\nIf the app locates the NVR it will show you the option to select the NVR and Name it. The name goes on the same line as the Device ID, after entering a name you can adjust the time zone and enter a password for your device.\nLastly tap on the checkmark at the bottom to add the device."]
["Customer: Troubleshooting\nCustomer: I can't get my NPR to show my live feed\nCustomer: It's not a camera I'm having trouble with\nCustomer: My NPR will not show my live feed\nCustomer: Says connection timed out\nCustomer: -1\nCustomer: My NPR says connection timed out when I got to look at my live feed\nCustomer: I rebooted the router and the NPR and this still didn't help\nCustomer: Can I have the set up process? \nCustomer: All three lights are green on top of the NPR\nCustomer: I need the setup steps\nCustomer: Connecting it to the internet\nCustomer: How do I reconfigure my device? \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you trying to view it in the app or on a monitor?\nCustomer: I need the steps for the setup mode. I don't have any instructions \nHuman Agent: Are you trying to view it in the app or on a monitor?\nCustomer: App\nCustomer: Do I try to set the NPR up through the Zink? \nHuman Agent: No, your NVR is already on your app and is set up there, you just don't your your cameras going through it. Are your cameras connected to the router the NVR is wired to?\nCustomer: Yes\nCustomer: And I can see the live feed on each one\nHuman Agent: Yes, I see the cameras are online, but they're not going through the NVR. Can you unplug the NVR from the router, then hold down the pinhole reset on the back until it restarts? Once it finishes rebooting, please plug it back into the router. \nCustomer: I held done the reset button until the greenights went out\nCustomer: And then plugged it back in\nCustomer: Just tried the live feed again, still says connection timed out on all cameras\nHuman Agent: It still does not seem to be finding them. Are the cameras possibly on some sort of guest network?\nCustomer: No. I don't have a guess network set up\nCustomer: *guest\nHuman Agent: Okay, is this some form of satellite internet?\nCustomer: No. It's just DSL\nCustomer: Yes\nHuman Agent: I apologize, it had not shown your other message until I refreshed. Do you know if you have AP isolation enabled or anything of that nature?\nCustomer: I'm not sure what that is? \nHuman Agent: It's a router setting that will prevent wifi devices from communicating locally. If you're unsure of whether you have it, we can just focus on other troubleshooting for now. Can you go ahead and restart your router? \n\nCustomer: Yes I can\nHuman Agent: Okay, thank you. \n\nCustomer: Restarting it now\nHuman Agent: Okay."]
["Customer: What is the phone number for customer service \nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: I forgot my password to login. I tried to reset it but it’s asking for the current password which I don’t remember \nHuman Agent: Okay, You can try to do the normal password reset when logged out from the account, that password reset will send a code to the 7737013338 number then you can use that to reset the password. \nCustomer: Okay I chang\nCustomer: Okay I chang\nCustomer: i reset my password on my phone but I can’t login in the monitor inside my home\nCustomer: D/static_file/954bff879e_1_20241205092816.jpg\nCustomer: D/static_file/2ed8e4623b_1_20241205092903.jpg\nHuman Agent: The monitors password will not be the same as the app password, It also looks like unfortunately this device is a Legacy device. You would only be able to view this device locally not remotely from the app. We are unable to provide support for Legacy devices and you will have to troubleshoot this device on your own."]
["Customer: Set up\nCustomer: I am having problem setting up my cameras lost access and can't add them now\nCustomer: I have hard wire camera's and restarted everything, no longer have manual\nCustomer: Sorry I have tried this my system was first installed and working a number of years ago.  can't add system and cameras \nCustomer: I can see my system at home on my monitor\nCustomer: I know but I won't to see on my phone app\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Do you have an NVR or a DVR?\nCustomer: I believe it is a DVR\nHuman Agent: Okay, for DVRs we are no longer able to provide support, if you have having any trouble with the system any troubleshooting will have to be done on your own. \nCustomer: It is an H 264 DVR\nHuman Agent: Yes, we are no longer able to provide support to any DVR systems."]
["Customer: The light is off on my box. There's no connection all of a sudden.\nCustomer: I've tried all of these\nCustomer: My motum isn't turning on\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. To be clear, there are no lights on the NVR's front or back? Does nothing come up when connected to a monitor as well?\nCustomer: Correct. I've unplugged everything and unplugged it in and no lights at all come on\nCustomer: D/static_file/fa1924126d_1_20250307142714.jpg\nHuman Agent: Okay, you could try another outlet, but if you've already made sure the power is fully plugged in and nothing has come loose, then your only other option would be to try another power supply. Otherwise it unfortunately would indicate the system itself has died. \nCustomer: I finally found a different power supply that fit. The green light did come back on when I plugged it in\nHuman Agent: Okay, please make sure the other power supply provides the correct voltage as well. If so, you could try that one to see if it works with that connected or could buy a replacement adapter somewhere like amazon. \nCustomer: D/static_file/199a5db495_1_20250307143518.jpg\nHuman Agent: The voltage requirement is 19v. For amperage, 4amps is generally best. \nCustomer: Will this be ok until I can order a new one, or do you suggest not using it at all? \nHuman Agent: It doesn't look like it provides 19v so I would suggest not using it at all. \nCustomer: No, it only goes to 12. \nOk. Thank you for your help! \nHuman Agent: No problem, have a good day!"]
["Customer: Are you a real person?\nHuman Agent: How can I assist you?\nCustomer: I need help logging into a system that came with the house I bought. The previous owners didn't leave any sign in information\nCustomer: The system came with the house\nCustomer: And it was already on and running when we bought it\nHuman Agent: Could I have the Device ID or Model of the system? It may start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD-DD-SBN4\nCustomer: The manual I found says it's an H.264 Standalone DVR 4CH/8CH\nCustomer: I've been trying to view the video footage but I can't get it to go to a menu screen. The mouse doesn't do anything\nHuman Agent: There will be two jumper pins on the motherboard of that model of system. It will say Password Reset next to those pins. You will just want to touch those two pins together. You can use a small piece of metal (like a key, paperclip, etc.) and that will reset the password to the default 111111.\nCustomer: Okay. After I do that, will the mouse let me go to the menu\nCustomer: ?\nCustomer: The system is out in the garage so I'd have to run back and forth to try things\nHuman Agent: If the mouse is not working, then you may want to check the mouse. Make sure it is plugged in correctly to the DVR system. You may also want to try using a different mouse if that one is not working.\nCustomer: Okay, I tried another mouse and that didn't help, but I should have another one I can try\nCustomer: Does this system allow me to access it from my phone or is it a closed system?\nCustomer: Once I reset the password, what can I do from there?\nHuman Agent: You would log in to the system with the default password.\nCustomer: Once I get the menu screen to show up?\nCustomer: Does this system allow me to access it from my phone or is it a closed system?\nHuman Agent: You can try setting it up to view through your phone, but you would have to use a third party app (MEye, Asee+, etc.) and setup port forwarding on your router to view it.\nHuman Agent: The Legacy DVR systems are no longer supported, so we do not have an app or way to view so you would have to use a third party app.\nCustomer: Oh gotcha. So I gotta caveman it and just use the monitor it's attached to\nCustomer: Okay I will try to reset it and use a different mouse. Do you know how far back this records?\nHuman Agent: That would depend on the size of the hard drive and the number of cameras. So unfortunately, I do not know how long that system would record for.\nCustomer: Okay. I'll give it a go and see what happens. I appreciate the help and I'll try again if this doesn't work\nCustomer: Have a great day\nHuman Agent: You're welcome. You have a good day, too."]
["Customer: Troubleshooting\nCustomer: Agent \nCustomer: What other brand NVR will the zmodo 1080p full HD spoe cameras work with?\nHuman Agent: It would have to be a Zmodo or Funlux NVR.\nCustomer: Ok\nCustomer: Did funlux make a 1080p ncr\nCustomer: Nvr\nHuman Agent: There were some 1080p NVR systems. But they have not been made for several years at this point in time."]
["Customer: Good afternoon\nCustomer: I want to unlink the cameras from one account to link them to another account\nHuman Agent: Hi my name is Wendy.  Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: How do I remove them? I haven't been able to\nCustomer: ID14US30HX001366M\nHuman Agent: DVR 14US30HX001366M is connected to this email gericksonjd@gmail.com.\n\n\nHuman Agent: DVRs can no longer be viewed remotely.  Basic functionality will remain accessible by connecting the DVR/NVR directly to a monitor, but the Zsight app will no longer be updated.\n\nHuman Agent: I can delete the DVR from your account if you would like.\nCustomer: YES PLEASE\nHuman Agent: 14US30HX001366M is now unbound from  your account.\nCustomer: THANK YOU\nHuman Agent: You're welcome\nCustomer: IT KEEPS TELLING ME THAT THE CAMERAS ARE CONNECTED TO ANOTHER ACCOUNT\nHuman Agent: What cameras are you trying to setup? What are the device IDs?\nHuman Agent: The ID will be listed on a sticker on each device and start with ZMD or GSG\nCustomer: ID14BB06GM009936K\nHuman Agent: 14BB06GM009936K is  DVR.  What are the IDs on the cameras?\nHuman Agent: DVR 14BB06GM009936K is connected to email yo----@gmail.com\nHuman Agent: DVRs can no longer be viewed remotely on an app.  You can only view the cameras from a monitor connected to the DVR.\nCustomer: YES, THEY CAN BE SEEN, UNTIL TODAY WHEN MY DVR WAS DAMAGED, I SAW THEM FROM THE APPLICATION, I CHANGED THE DVR AND IN THE APPLICATION IT TELLS ME THAT THE CAMERAS ARE ALREADY LINKED TO ANOTHER ACCOUNT, BUT ALL THIS TIME I HAVE SEEN THEM IN THE APPLICATION.\nHuman Agent: DVR 14BB06GM009936K is connected to email yo----@gmail.com\nHuman Agent: Unfortunately the Zsight App and Legacy DVR/NVR units will no longer be receiving any further updates or optimizations and will remain in it's current state.\n\nBasic functionality will remain accessible by connecting the DVR/NVR directly to a monitor, but the Zsight app will no longer be updated."]
["Customer: New camera not showing up on nvr\nCustomer: Camera is on. But not showing on NVR \nCustomer: Agent\nCustomer: Agent\nCustomer: Ok\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 19H318D01743\nCustomer: I can see the camera in app but it's not showing on the DVR screen\nCustomer: Dvr is black..\nHuman Agent: That camera uses the h.265 video coding method. The NVR and other cameras use the h.264 video coding method. So the NVR is not able to display the image that the camera is sending to the NVR.\nCustomer: So what is solution\nCustomer: I have some old and i just buy new cameras.. i want to use both \nHuman Agent: The NVR is not able to interpret the signal coming from the camera. There is not any way to change that for the camera or the NVR.\nCustomer: So there will be no recording?\nCustomer: So what is point of buying new cameras??\nHuman Agent: Any recording would just be the same black screen since the NVR uses a different video coding method.\nCustomer: Can i switch these with h264\nHuman Agent: The h.265 video coding method is more efficient, so uses less upload bandwidth to transmit the video. That is why the new cameras use that.\nCustomer: I just received 5 cameras.. but they will not connect to nvr.. i have tried 2.. both are black\nCustomer: Do you guys still have h264.. so they still work with my NVR \nHuman Agent: Our partner company SHO makes 1080p cameras that use the h.264 video coding method.\n\nhttps://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7\nCustomer: That will connect with this dvr?\nHuman Agent: They use the same video coding method as the NVR, so they will work with a Zmodo or Funlux 1080p NVR system.\nCustomer: Ok.. so how can i return these cameras\nHuman Agent: Where did you buy the cameras from? Did you buy them from zmodo.com or from Amazon?\nCustomer: Zmodo.com\nHuman Agent: You can fill out the RMA form to return the cameras https://www.zmodo.com/rma/\nCustomer: Order #O-ZS-5X09641004\nCustomer: I'm trying to do rma.. but it doesn't proceed"]
["Customer: Troubleshooting\nCustomer: hi\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: I have couple of years old funlux running but now all of sudden it's not recording, and HDD is not blinking, try to format but it failed to format\nHuman Agent: What is the ID listed on the bottom of the system? It will most likely begin with 14, 15, or ZMD. \nCustomer: FM-SS7009D8-1TB\nCustomer: ZMD33JJFE205523\nCustomer: NJ18-S\nCustomer: ZP-NJ18-S\nCustomer: hi\nHuman Agent: Thanks. So you said the HDD light is no longer flashing and when accessing it on a monitor with a mouse, it fails to format? If so, unfortunately it sounds like the hard drive has gone bad. This system supports hard drives up to 4TB, though you would still want one meant for continuous video recording. I would personally recommend the Purple line of Western Digital hard drives. \nHuman Agent: https://www.amazon.com/Purple-4TB-Surveillance-Hard-Drive/dp/B071KVB4F8\n\nHere is an Amazon listing for the 4TB option, though you can also view other capacities from there. \nCustomer: are you sure it is HDD issue otherwise I would be wasting money\nHuman Agent: It's possible it could be the unit itself, but unfortunately without a known good hard drive made for systems such as this, we do not have a direct way to test. The unit itself though is online which implies it is working at least to some extent so I'd be more inclined to think it likely the hard drive, especially since hard drives generally go back within around 5 years in most cases for systems like this with continuous recording. \nHuman Agent: You may also check Amazons return policy as well if you purchase there (or wherever you may purchase) to see if you can return it if you were to test and find that is not the issue."]
["Customer: Set up\nCustomer: Trying to set up dvr with ip # and see no way to do it \nCustomer: I have my cameras on a zmodo dvr and trying to set it up for the phone app \nHuman Agent: Hi my name is Wendy.  \nHuman Agent: DVRs can no longer be viewed remotely. They are no longer supported.\nHuman Agent: Unfortunately support for legacy DVRs and NVRs is no longer available. While the basic functionality of these devices will still be accessible by connecting them directly to a monitor there will no longer be remote access for these via Zsight app as this app is no longer being updated.\n\nIf you would like to have the latest security features and remote access via our current app we would recommend you check out our current wifi devices at www.zmodo.com"]
["Customer: Troubleshooting\nCustomer: Problem with my NVR not recording more than 2 weeks\nCustomer: Troubleshooting\nCustomer: So-nc18-s\nCustomer: ZP-NC18-S\nCustomer: Call me\nCustomer: D/static_file/b08f8e035a_1_20240930140342.jpg\nCustomer: D/static_file/a07e727969_1_20240930140410.jpg\nCustomer: D/static_file/ec50c58cd7_1_20240930140443.jpg\nHuman Agent: You can tap on Schedule Call if you would like to make a callback appointment.\nHuman Agent: As far as how long it records, that depends entirely on the size of the hard drive, the number of cameras, the resolution of the cameras, and the recording settings."]
["Customer: Troubleshooting\nCustomer: Hey, I need to see somebody technical support\nCustomer: The camera\n\nNVR is hooked up to ethernet is not giving me no connection to my cameras on my phone\nCustomer: Is there a number I can call?\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: 1\nCustomer: ?\nHuman Agent: Did you receive my previous messages? If you would like to make a callback appointment, then you can tap on Schedule Call.\nHuman Agent: Did you receive my previous messages? If you would like to make a callback appointment, then you can tap on Schedule Call.\nCustomer: The submit form to make a call back is not working\nCustomer: there’s no submit “ button “\nHuman Agent: Do you have any dashes or spaces in your phone number? It will not submit with anything but the numbers.\nCustomer: Yeah it’s the phone number putting the phone number and what dashes you don’t get the submit button.\nCustomer: I just booked an appointment to call me \nHuman Agent: I see your callback appointment. We will give you a call during your appointment time.\nCustomer: Ok\nCustomer: Yes, I’m here. I’m trying to get these cameras working.\nCustomer: They just start working after December\nHuman Agent: I apologize, I thought you had just scheduled a callback. If you want to work with me here in the Live Chat, then could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I think the phone call will be better because it’s like an intimate problem going on here\nCustomer: None of the hardwired cameras are working with the ethernet plugged into the box\nCustomer: I know the ethernet is working because I plugged it back into my laptop and it works just fine with Internet connection\nCustomer: The modem also has been replaced and updated l so it’s not that\nHuman Agent: It is up to you. Do you want to work with me in the Live Chat or just wait for your callback appointment?\nCustomer: I rather work on the chat\nCustomer: That way I can send screenshots\nHuman Agent: Okay, just checking, because you said you thought a phone call would be better.\nCustomer: And use the phone outside to connect before the sun goes down\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/c5e5e571d9_1_20250117145404.jpg\nCustomer: D/static_file/0c0b535b5d_1_20250117145504.jpg\nCustomer: The Internet is working, but  the NVR and camera system is not coming up on my phone\nCustomer: D/static_file/7cf1323832_1_20250117145631.png\nHuman Agent: The NVR is showing offline, which means it is not getting internet access. Do you have the NVR plugged in to a monitor?\nCustomer: The problem is all the cameras are not working or connected to the app anymore \nCustomer: D/static_file/048cca46d4_1_20250117145702.png\nCustomer: D/static_file/b4f5a6522a_1_20250117145708.png\nCustomer: D/static_file/1f12636afc_1_20250117145729.jpg\nCustomer: But I can see them here\nCustomer: And playback video on my NVR stationary I cannot do it on my phone anymore\nHuman Agent: Okay, good. So you do have it connected to a monitor. Do you have a mouse connected to the NVR?\nCustomer: Yes, it’s plugged into the Internet. It’s lighting up green and yellow.\nCustomer: Yes \nHuman Agent: I did not ask about the connection to the internet.\nHuman Agent: Okay, so you may need to click on the screen, especially if you restarted the NVR to log in. And then you can click on the Main Menu button at the bottom left corner of the screen.\nHuman Agent: Then you can click on Network Settings.\nCustomer: D/static_file/cb309a05dd_1_20250117150016.jpg\nCustomer: Now what\nHuman Agent: That looks like the default IP Address. So it looks like it is not connecting to the router. You may want to try resetting the NVR. I would recommend disconnecting the Ethernet cable from the NVR. Then you can reset it from the General settings or with the pinhole reset button on the back of the NVR.\nCustomer: D/static_file/2a4d265a3f_1_20250117150307.jpg\nCustomer: I’m in network settings.\nHuman Agent: That looks like the default IP Address. So it looks like it is not connecting to the router. You may want to try resetting the NVR. I would recommend disconnecting the Ethernet cable from the NVR. Then you can reset it from the General settings or with the pinhole reset button on the back of the NVR.\nCustomer: Ok\nCustomer: I’m going to pull it out, unplug it\nCustomer: The ethernet Internet cable\nCustomer: Going into general settings\nHuman Agent: Did you reset the NVR?\nCustomer: D/static_file/6057032f6b_1_20250117151334.jpg\nCustomer: Yes\nCustomer: D/static_file/fe5fd9dcb0_1_20250117151433.jpg\nCustomer: D/static_file/57cc9f3cd9_1_20250117151456.jpg\nHuman Agent: Okay, so you clicked on General Settings, then System Settings, and clicked on Reset?\nCustomer: D/static_file/8c95ab859e_1_20250117151553.jpg\nCustomer: D/static_file/b17624f339_1_20250117151606.jpg\nHuman Agent: Are you receiving my messages? Okay, so you clicked on General Settings, then System Settings, and clicked on Reset?\nCustomer: D/static_file/a60489b5ab_1_20250117151623.jpg\nCustomer: D/static_file/b6960f2be1_1_20250117151758.jpg\nCustomer: Yes\nHuman Agent: Alright, can you plug the NVR back in to your router?\nCustomer: D/static_file/3c71ebfd11_1_20250117153431.jpg\nCustomer: D/static_file/2e8f1a941f_1_20250117153447.jpg"]
["Customer: Troubleshooting\nCustomer: I have a message that says this action is not permitted when trying to see footage on my dvr \nCustomer: Help \nCustomer: Agent \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you referring to a message in the app or on a monitor connected to your NVR?\nCustomer: I’m trying to view footage from this morning ,I am trying to see it on my dvr on my tv. But I get get a message saying this action is not permitted. What does this mesn\nHuman Agent: You are likely logged in via an account that does not have that permission. Are you able to log out and then log back in via the admin account?\nCustomer: I got it thank you\nHuman Agent: No problem. Anything else I can help you with?"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Camera box not lighting up \nHuman Agent: Hello, you've reached customer care, my name is Kylie. You dont see any lights coming from the NVR?\nCustomer: Still not working \nCustomer: Only 2 lights not coming on"]
["Customer: Hello we purchased a system back 2015 but never installed the unit the model number is kh18-yaruz4zn-1t the DVR model is zmd-dx-sbn8 we are about to install it, but before we do install it we want to know if this unit is still supported by the your network?….thank you.\nCustomer: Agent \nCustomer: Agent \nHuman Agent: The DVR systems are no longer supported. That DVR may work for remote viewing with the Zsight app. However, if it is not compatible with your phone or tablet, you can still view the cameras locally by connecting the DVR to a monitor or television.\nCustomer: Hello"]
["Customer: Live agent pls\nCustomer: Hello\nHuman Agent: How can I assist you?\nCustomer: Hi\nI was getting info early\nBecause on my app the clip time is no sincronize\nCustomer: I was told to connect the nvr to my computer screen\nBut when I clicked on \nDate n language\nI see the time zone display\nBut doesn't let me change it\nCustomer: I m clicking in time zone \nAnd no list\nHuman Agent: Do you have Enable NTP turned on or is it turned off?\nCustomer: Sorry what is that? Or where is it?\nCustomer: Oh I see it\nIs not enable\nHuman Agent: It is on the Date & Language screen, directly above the Time Zone\nHuman Agent: Okay, if it is not enabled, then you have the time set manually. So you would want to either change the time manually or you can enable it and set the time zone.\nCustomer: Yes I see it and now is displaying \nWhat time zone should I look for ?\nHuman Agent: You would want to look for your time zone or the time zone that you want the cameras to be set to.\nCustomer: Mmm\nMountain and the USA and Canada?\nCustomer: Got it\nEastern Canada usa\nHuman Agent: If you are in Mountain Time Zone, then that is what you would want to select.\nCustomer: No noo hahaha\nI am in Florida eastern\nCustomer: I did click on easter USA and Canada\nJust save it and that is all?\nHuman Agent: Yes.\nCustomer: And last question \nI have a camera name porche\nAnd trying to download the firmware\nAnd always falid and said try again\nMaybe is because the time change?\nHuman Agent: It does not look like it has an update available, so you may have successfully updated it.\nCustomer: Okk\nThanks again for all your help\nCustomer: Good night\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Smart kit not seen on the network \nCustomer: -1\nCustomer: Agent \nCustomer: Set up\nCustomer: Hi grant I have a 4 camera smart kit \nCustomer: Which I’ve just reset and cannot configure \nHuman Agent: Could I have the device ID of the NVR you are working with?  It should start with ZMD and should be on a white sticker on the NVR.\nCustomer: D/static_file/ab4967e6a3_1_20241204102246.jpg\nCustomer: Zmd12jk78201591\nHuman Agent: I rebound the NVR to your account. You may need to refresh or restart the app to see it.\nCustomer: Ok can I give you another to rebound\nCustomer: D/static_file/5f0edaf030_1_20241204102805.jpg\nCustomer: Thxs \nHuman Agent: Let me take a look first.\nCustomer: Thxs \nHuman Agent: That NVR is offline. It would need to be online first before you could try to add it to your account.\nCustomer: Ok one sec \nCustomer: Coming online now \nCustomer: I won’t delete them ever \nHuman Agent: Now that it is online, lets try the Smart Kit setup first for this one.\nCustomer: Ok \nCustomer: 2nd one not online yet\nHuman Agent: What do you see in the Smart Kit setup on your app?\nCustomer: The 1st nvr not the second one you added \nHuman Agent: That would be in your app, not the Smart Kit setup. Did you do the Smart Kit setup?\nCustomer: D/static_file/b41cf941c7_1_20241204103552.png\nHuman Agent: Here are the instructions to add an NVR to your account:\n\nPlug in the device to both power and the router, make sure your phone is connected to the same router as the NVR.\nOpen the App and confirm you are signed in with the account you want the device linked to.\nTap the plus sign (+) on the top right and select Legacy, then Smart Kit.\nTap the check mark to confirm the NVR is powered up, this will prompt the app to do a network search for the NVR.\nIf the app locates the NVR it will show you the option to select the NVR and Name it. The name goes on the same line as the Device ID, after entering a name you can adjust the time zone and enter a password for your device.\nLastly tap on the checkmark at the bottom to add the device.\nCustomer: No smart kit found \nHuman Agent: Alright, that NVR has been rebound to your account.\nCustomer: Ok\nCustomer: Ok great I see both now \nCustomer: I’m guessing I have to read each camera \nHuman Agent: You may need to setup the cameras to connect to your Wi-Fi network."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Hello I have an older system:  Since I changed my ISP not able to view remotely\nCustomer: i don't believe applies\nCustomer: Yes I will need a live agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The system you have is a DVR, for DVR systems Unfortunately we no longer provide support for legacy devices and are unable to assist you with this process at all you will have to do that yourself for this device. We also no longer support DVRs on our platform and they can only be used locally."]
["Customer: Troubleshooting\nCustomer: I need to reset my admin password but forgot the old password \nCustomer: isn't this for the app? I need to reset admin password on hard-drive \nCustomer: reset admin password\nHuman Agent: Hi my name is Wendy.\n\nFirst unplug the network cable from the back of the NVR.\n\nThen press and hold the reset pin hold button on the back of the NVR for 15-30 seconds.  This will reset the NVR to defaults.\n\nDefault username: admin\nDefault password: 111111\n\nAfter the NVR is reset then you can connect the network cable to the back of the NVR."]
["Customer: I need to buy a dvr model: ZP-NJ18-S\nCustomer: If I can't f8nd that specific one, which one is compatible \nCustomer: Can I have an agent contact me, please. \nHuman Agent: Hello, you've reached customer care, my name is Kylie. The Model you send is not a DVR it is an NVR. We no longer sell or make NVRs, you will have to look for that device on third party sites such an eBay or amazon to purchase that model of NVR. \nCustomer: Ok, thank you"]
["Customer: Adding nvr.  Have cameras in use for 2 years.  How do I get cameras on nvr\n\nCustomer: Cameras are wireless\nCustomer: Cameras do not have wiring\nCustomer: -1\nCustomer: Hook cameras up to nvr wir3lessly\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Help\nCustomer: Call me\nCustomer: Hi trying to hook my new nvr to my existing wireless cameras\nCustomer: Do I have to scan each camera after hooking up nvr\nHuman Agent: You would need to connect the NVR to the same network as the cameras. The NVR connects with an Ethernet cable. You may also need to restart the cameras by unplugging them and plugging them back in.\nCustomer: It is.  Tried unplugging cameras and plug back in.  Did not work\nCustomer: Do i have to use qr and scan each camera.  \nHuman Agent: It looks like some of cameras are connected to the NVR on your account. So it is seeing some of the devices.\nHuman Agent: No, the QR Code is to connect the cameras to the Wi-Fi network. It does not connect the cameras to the NVR.\nCustomer: I have got some to ce on but having trouble with others.  I had tour them\nHuman Agent: Yes, so the cameras that you are not seeing, you would want to unplug and plug back in those cameras. You can also check the Device Management settings on the NVR directly to be sure that there are available channels.\nHuman Agent: Do you have any Wi-Fi extenders or a mesh network?\nCustomer: No exteners or mesh\nCustomer: Can I move cameras around on nvr once hooked up\nHuman Agent: Yes, you can move the cameras.\nCustomer: How\nHuman Agent: You would go to Device Management and you can delete the cameras from the channels and then add them to the channel you want to move them to with the camera's IP Address.\nCustomer: Well let me see if I can get the others on nvr.  They have live video just not on nvr"]
["Customer: My smart cameras that I just bought in the last month are not taking a charge help\nHuman Agent: Hello, you've reached customer care, my name is Kylie. For the cameras, is this your first time charging them since you purchased them?"]
["Customer: Having trouble reconnecting my 6 zmodo cameras after I got new internet with I assume new/better speed.  Are all my cameras now useless? Anything Zmodo can do?\nCustomer: I tried that. Not working\nCustomer: What can I do?\nCustomer: I gave you detailed info. Having trouble reconnecting my 6 zmodo cameras after I got new internet with I assume new/better speed.  Are all my cameras now useless? Anything Zmodo can do?\nCustomer: I have a blinking green light.  I am contacting zmodo. Can I speak with customer service person?\nCustomer: Do I have to call?\nHuman Agent: Hi my name is Wendy\nHuman Agent: The mini indoor cameras use Zink setup.  The outdoor bullet cameras use QR code setup\nHuman Agent: Which cameras are closest to the router right now?\nCustomer: Having trouble reconnecting my 6 zmodo cameras after I got new internet with I assume new/better speed.  Are all my cameras now useless? Anything Zmodo can do?\nHuman Agent: Blinking green means the cameras are in setup mode.  The mini indoor cameras use Zink setup.  The outdoor bullet cameras use QR code setup\n\nWhich cameras are closest to the router right now?\nCustomer: Inside\nHuman Agent: Please try and get the Mini indoor cameras setup first using Zink setup\nCustomer: Okay I'll try\nHuman Agent: ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nCustomer: ZMD_SAP connection fail.  Again my question was,  If it is not a 2.4 GHz network are the cameras worthless?\nHuman Agent: Your phone needs to be connected to the ZMD_SAP network when you first start setup.  are you right next to the camera?\nCustomer: Yes\nHuman Agent: and the camera is close to your router?\nCustomer: Yes\nHuman Agent: When you connect to zmd_sap network it fails? or what happens?\nHuman Agent: does it say \"no internet connection\"?\nHuman Agent: Zink troubleshooting tips:\n\n1. Have only 1 camera connected to power:\n       Disconnect all other cameras that need to be set up.\n2. Distance from camera:\n       Make sure you are within 5 to 10ft of the camera you are trying to setup.\n3. Connecting to ZMD_SAP:\n       Go to your phone WiFi settings and try to connect to ZMD_SAP from there\n       -If this does not work, then disable the \"auto-reconnect\" setting on your home WiFi network and other available networks.\n       -If this does not work, then forget your home WiFi network and other available networks\n       -Disable mobile data\n4. 2.4 GHz Network:\n       Ensure that you're using a 2.4GHz network for the setup.  \n5. WiFi Information:\n       Double-check that you're using the correct WiFi password.  Remember, it is case-sensitive.\n6. Distance from the router:\n       It's recommended to have the camera in the same room as the router during the setup process for optimal connectivity.  Plug the camera in to a wall outlet close to the router with the original power adapter.  No extension cords, power strips, or surge protectors."]
["Customer: Troubleshooting\nCustomer: Some cameras have no sound\nCustomer: 1\nHuman Agent: Hello, my name is Grant. I just want to double check with you. Are the cameras you are not getting sound from \"goa 2\" and \"backyard\"?"]
["Customer: Troubleshooting\nCustomer: I have no video on all cameras. Haven’t since December.  Thanks \nCustomer: What’s involved in a reset.  I’m not there but I really need to get them up\nCustomer: Hello\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If the cameras are offline there's not a way to reset them from the app, or eternally for the cameras. Normally when you are at the location we would have you tell us how the lights are reacting as the lights can tell you allot. If the lights are a solid green and staying solid green, or flashing green then going back to solid green that's normally a bad sign and indicated a power issue which we have ways tot troubleshoot with you for to see if its resolvable or an issue internally with the camera. If the lights are flashing green or blue that means they are not connected to the network/internet, you can first try rebooting the router by unplugging and plugging it in, but if the cameras still only flash green and blue you would go through the setup again to try and reconnect them. If there are no lights that's much more complex and I would recommend contacting us at that time for further support so we can have you do some tests physically with the camera. \nCustomer: Gotcha.   Thanks\nHuman Agent: No problem, also so you are aware, some of the cameras on your account only use the Zink setup, and some only use the QR code setup so if the camera is flashing, and you try the QR code setup and the lights don't react at all (don't flash blue or turn solid blue) then try the Zink setup as well or just contact us and we can always look up that info for you, just say Agent in the chat and you will be dir3edcted to a live agent like myself. \nHuman Agent: we are open Mon-Feri 8AM-7:50PM central time for live agent support. Though Mira is always available 24/7 (that's the live chatbots name) and she can give setup steps if you say setup, then say the type of setup from her options. She can also answer some other questions but doesn't have the ability to look up devices or tell you which is which setup at this time unfortunately."]
["Customer: I changed my WiFi info and now only 2 cameras are connected. My other 2 cameras have a flashing green light. I went through the setup process but ZMD_SAP never appears. I meed an agent to assist\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device to check whats etups they can use, can you send me the 2 offline cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid."]
["Customer: How do I get a camera to reconnect? Several cameras are connected fine and they are in the same area as the internet router.\nCustomer: If this doesn’t work, what is the next step?\nCustomer: Thank you. What are your agent working hours?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to connect? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: I’m at work and won’t be on site with the camera for an hour. Is it listing on the device I have connected? It was connected and got unplugged overnight. It is now plugged back in and won’t connect. There are 3 other cameras in the area and all are connected. Some are closer and some are further away from the router.\nHuman Agent: Is this the camera that is offline on your account named Camera 1 then?\nCustomer: I have ZMD18L1H503504 when I look at the device in my account. I believe this was one of the refurbished cameras I purchased. It’s black, I believe the new ones are white.\nCustomer: Yes, it’s listed as camera 1\nHuman Agent: Okay, as long as you had not reset it, it should generally reconnect automatically if all you did was unplug it. Do you know what the indicator light had been doing after you plugged it back in? I'm referring to the color of the indicator light and whether or not it was blinking. \nCustomer: My husband checked it. I am not at home. Will I be able to let you know in an hour or is that too late for agent service?\nHuman Agent: Agents are available for an hour and 55 more minutes today. If you're home within that time you can enter chat and say agent, then press the button to connect to an agent. \nHuman Agent: In general our agent hours in chat are 9am-12pm and then 1pm-6pm CT Mon-Fri. \nCustomer: Thank you"]
["Customer: My cloud subscription service is not working yet. My subscription has been paid\nCustomer: Agent\nCustomer: Agent\nCustomer: Hi\nCustomer: D/static_file/2bd0c4603b_1_20250226162911.jpg\nCustomer: Hey there! I hope you're doing well. I wanted to reach out because I noticed that I don’t have access to my cloud service after updating the Zmodo app, even though I'm subscribed. Would you be able to help me with this? Thanks so much!\nCustomer: See the screenshot above.\nHuman Agent: What do you see when you tap on Playback for one of those cameras on the Home tab of your app?\nCustomer: No cloud subscription \nHuman Agent: Lets take a look at it now. Can you go to the Home tab of the app and tap on Playback for one of the cameras that you have subscribed?\nCustomer: Will I Ioose our chat?\nHuman Agent: No, you can come back to the Live Chat support. And if the chat times out, then you can start a new chat.\nCustomer: Okay, it shows in playback, but nothing in events\nCustomer: If you press events and the camera, the error is no subscription \nCustomer: Actually, I stand corrected. It shows the event in the event list, but when you click the event, it says no subscription service\nCustomer: It will show the camera and indicate motion on the event page, but when you click on the event, it will say there's no subscription available.\nHuman Agent: Can you send a screenshot of the issue you are having with the events? And does it do it for all of the events or just events on specific cameras?\nCustomer: Are you there\nHuman Agent: Yes, I am here. Are you receiving my messages?\nCustomer: Yes this one thanks\nHuman Agent: Can you send a screenshot of the issue you are having with the events? And does it do it for all of the events or just events on specific cameras?"]
["Customer: I got it to update the camera but now it just says poor connection and try again later\nHuman Agent: Hi my name is Wendy.  Camera named car view shows offline.  is this the camera that shows \"poor connection\"?\nCustomer: Yes \nCustomer: I took the camera inside. I did the update it was connected. It was looking at the room. I could see the camera of the live view were working. I unplugged it plugged it back in outside and now I get that saying that it’s a poor connection.\nHuman Agent: What color is the indicator light on camera named car view? and is the light blinking or solid?\nCustomer: Solid green\nHuman Agent: Solid green can indicate a power issue.\n\nIs the camera connected directly into a wall outlet, a power strip, a surge protector, or an extension cord?\n\nIf you are using a power strip, surge protector, or extension cord, please unplug from that, plug the camera in directly to a wall outlet with the original power adapter.\n\nOr try a different working power adapter, see if that will get the cameras to power on and start blinking green or switch to solid blue.\n\nCustomer: I responded and said the light is solid green\nHuman Agent: sorry you missed the last message I sent.  I will send it again\nHuman Agent: Solid green can indicate a power issue.\n\nIs the camera connected directly into a wall outlet, a power strip, a surge protector, or an extension cord?\n\nIf you are using a power strip, surge protector, or extension cord, please unplug from that, plug the camera in directly to a wall outlet with the original power adapter.\n\nOr try a different working power adapter, see if that will get the cameras to power on and start blinking green or switch to solid blue.\nCustomer: Yes, it is on an extension cord, but I have the other camera right next to it facing a different view working on the same extension cord with no problem. This camera has worked with the same extension cord multiple times just recently now it will not connect. I don’t have a way to connect it directly. It has to be either through a surge protector or an extension cord.\nHuman Agent: How long is the extension cord?\n\nFor a USB power adapter, add 1amp per 6ft wire. So if you purchase a 10ft adapter, it would need to be 5V 2A Micro USB.  \n\n\nCustomer: 6 ft\nHuman Agent: So the 5ft extension cable is connected to a 5ft cable?  11ft total?\nHuman Agent: *6ft extension cable connected to a 5ft cable?\nCustomer: 6 foot extension cable connected to a 5 foot camera cord\nHuman Agent: If possible please try plugging the camera in with just the original 5v 1a micro usb power adapter that came with the camera. See if it will power on \nCustomer: This camera doesn’t have a USB power adapter. It is wired directly into the camera. It came with its own cord and plug.\nHuman Agent: If you have to use a 6ft extensionc able with a 5ft camera cord the power should be 5v 2a micro usb\nHuman Agent: ZMD17CPI7800453 uses a 5ft 5v 1a micro usb poewr adapter but if your cable including the extension cable is 11ft it should be powered by 5v 2a adapter\nCustomer: OK, I’ll look at it again when I get home\nHuman Agent: ok"]
["Customer: Night Vision always on live view is black & white now\nCustomer: I want 24/7  videos coverage \nCustomer: I was 24/7 video coverage \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Try adjusting the night vision settings and cycle them, to do that you would click live on the camera, click the three dots, then select night vision, To cycle you would turn off the night vision (select always off) then back up to check the live video to see if its back in color, if it is not try rebooting the camera by unplugging and plugging it in, then once it is off you would go back to that night vision setting area then set it to auto again then check and see if its still in color on the live video. \nCustomer: I have to physically turn on my video door even though it's supposed to be on 24/7\nCustomer: Set up call \nHuman Agent: No, if the camera is offline then thats a different matter, For night vision if tis on all the time as you said above thats when you would try cycling. \nHuman Agent: I will send you the call sceduler now."]
["Customer: After getting new wifi. My cameras will not display images \nCustomer: Still having an issue \nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: Hello my camera will not show anything after setting it up to new wifi\nHuman Agent: Hi.  What is the ID on the camera?\nCustomer: Zk8-bfs23nm\nHuman Agent: There should be another set of numbers/letters starting with ZMD\nHuman Agent: what is the ZMD ID?\nCustomer: Ok\nCustomer: ZMD13H1DB216532\nHuman Agent: ZMD13H1DB216532 is connected to br----@gmail.com  are you logged into the app with this email?\nCustomer: Yes\nHuman Agent: is the indicator light on the camera blinking green?\nCustomer: Blinking blue\nHuman Agent: If the indicator light on the camera is blinking, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: Ok thanks \nHuman Agent: you're welcome"]
["Customer: Hello! My camera would not work\nCustomer: Can I talk to someone? \nCustomer: My camera would not work\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?\nCustomer: I cannot make my camera to work\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I got disconnected earlier.\nCustomer: Trying to connect camera to different wifi. Camera not listed in app. Camera shows solid blue light. Camera id is ZMD17H4IF900597\nHuman Agent: Okay, if the camera has a solid blue light that means its connecting to something there at the location. \nCustomer: Ok.\nHuman Agent: On my end its showing it is not online meaning whatever it is currently connected to it is not getting any internet from. You will have to figure out what it is connected to and unplug it, it could be an old router or perhaps a Wi-Fi extender, as long as this camera is connecting to that device then it wont let you reconnect it to anything else, it ahs to be flashing blue or green to be connected to another network. \nCustomer: It is connected to my router at shop. Can i leave router unplugged and take camera to a different router and then add to my devices?\nHuman Agent: You can unplug the shop router to then connect the cameras to another network yes.\nCustomer: Thank you. I will try that. \nHuman Agent: once your done setting them up than you can then plug the shops router back in again. \nCustomer: Will do. Thanks.\nHuman Agent: If for any reason the camera is still solid blue, I always recommend doing a reboot on the camera by unplugging and plugging it back in again, if it after that still goes solid blue then that means its still connecting to something."]
["Customer: WiFi camera solid green light \nCustomer: Troubleshooting\nCustomer: Reset\nCustomer: WiFi camera reset\nCustomer: Factory reset WiFi camera\nCustomer: Remotely troubleshoot camera\nCustomer: -1\nCustomer: ZP-IBI15-W\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. If a wifi camera is stuck on solid green, that means it isn't finishing booting up. Is it plugged directly into a wall outlet without extension cables?"]
["Customer: Troubleshooting\nCustomer: I am having problems getting one of my cameras to update. I have been trying for several months.\nCustomer: I have a steady blue light when I use the app to update. It just says update error.\nCustomer: I am still having problems. Can somebody please Call In help me thank you.\nCustomer: Agent\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nHuman Agent: When you enter the phone number, make sure you do not use any dashes, spaces, or parentheses. It will only take it with just the numbers.\nCustomer: Will not let me schedule an appointment due to an old appointment, not being taken off\nCustomer: Let me schedule appointment because there is an old appointment still on the schedule\nHuman Agent: What date did you schedule the callback appointment?\nHuman Agent: It also looks like all 5 cameras on your account are up to date.\nCustomer: There is an old appointment on the schedule so it will not let me schedule one for today. Please have somebody call me. This is important. 701-640-8597.\nHuman Agent: When you are entering your phone number, are you entering it like that with the dashes?"]
["Customer: Can I get a customer agent?\nCustomer: D/static_file/74cea54121_1_20250307130633.jpg\nCustomer: Hello, I have an issue with these cameras. \nCustomer: It’s frozen in Time\nCustomer: It’s one of the Wi-Fi cameras\nCustomer: Also, it’s very purple\nHuman Agent: Hello, What is the name of this camera? also is it plugged directly into a power outlet or are you using an extension cord with the camera at all?\nCustomer: I can’t see it because I’m in this chat\nCustomer: It won’t let me go back without leaving the chat\nHuman Agent: You can leave the chat to check and come back, its fine\nCustomer: D/static_file/b99a511e29_1_20250307131015.png\nCustomer: D/static_file/949dc5a733_1_20250307131020.png\nCustomer: It’s the one I labeled as Verizon\nCustomer: I can barely click on it on my NVR\nCustomer: When I click on it on my nvr sometimes it doesn’t display on my TV\nCustomer: D/static_file/c230c699e5_1_20250307131114.jpg\nCustomer: It shows up on my TV, but it looks like this right now\nHuman Agent: Okay, I would like to have you try something with the camera, can you in the app click live on that camera, click the settings gear, then click the night vision settings, Set it to always on, then back up to the live video, make sure the camera is now in black and white, then after that click the settings gear again and choose night vision settings again, switch it to always off, then abck up and see if it is back in color, after that unplug the camera, wait 30 seconds plug the camera back in, then when the camera is back onlien again one mroe time click live on the camera, click the settings gear, click the night vision settings, and click on auto normal. Once you compalete all of that abck up to the live video and let me know if the camera still has a pink hue or not.\nCustomer: If I do all that, it’s gonna kick me out of the chat and I can’t get back in\nHuman Agent: The chat only times out if you dont reply after 5 minutes to the warning message\nHuman Agent: So if you are taking longer then 5 minutes, just pop into the chat to reply to the 5 minute warning message and the chat wont close, then you can continue the task.\nCustomer: OK so I did it. I switched it on to black-and-white. I switched it back off\nCustomer: Still the same problem and the video is not loading on my TV\nCustomer: D/static_file/eee633a43b_1_20250307132037.png\nHuman Agent: Okay, unplug the NVR from the router, then unplug the NVR from power, after 30 seconds plug the NVR back into power, then plug the NVR back into the router again then check the cameras live video after 1 minute to see if the date and time are passing properly\nCustomer: The NVR is not plugged into the router\nHuman Agent: If the NVR was not plugged into the router it would not be able to communicate with the cameras and record them properly. \nCustomer: What if I just switched the switch off on the back of the NVR system\nHuman Agent: Wireless cameras such as this one can only communicate with the NVR if the camera and the NVR are communicating with the same network, the NVR is a wired device for its internet and would plug into the router to get internet so it can communicate. You would not want to just switch on and off the NVR, you would want to unplug the NVR from the ethernet cord/internet, then if it is unplugged from the internet you would unplug the NVR from the outlet directly then plug it back in.\nCustomer: OK, everything is unplugged in disconnect\nHuman Agent: Okay wait 1 minute then plug it back into power, and plug the NVR into the router as well. \nCustomer:  Ok\nHuman Agent: Great, Just let me know once thats been done \nCustomer: Ok\nCustomer: Ok\nCustomer: What do I do next?\nHuman Agent: Okay, now check the NVR with the monitor to see if the camera is showing the correct time and date and if the time is moving consistantly or not\nCustomer: OK, I’m going to plug everything back in\nCustomer: Should I put the ethernet in first or power in first?\nHuman Agent: Yes, if you haven't done that then plug the NVR into the router yes. \nCustomer: Does the Wi-Fi camera work off ethernet cord it should be wireless\nHuman Agent: then after that wait another minute then try to check the camera. \nCustomer: It’s showing up with the correct time and date\nHuman Agent: The NVR needs to be plugged into the router because it itself is not wireless. The wifi cameras, get their internet from the router via wifi which is wireless so as long as the wifi the camera is connected to that comes from the router, is also the same router that you have the NVR plugged into, they will comunicate with eachother and the NVR will be able to record the video from the camera. \nCustomer: Well it allows me to click on it on the TV\nHuman Agent: Thats great news, can you also check in the app by clicking live on the camera from there to see if the time and date are also working properly from there as well, then also click live on the NVR and check there as well. We want all 3 areas to show the correct time/date now.\nCustomer: The second are a little behind on the application\nHuman Agent: On the app, there will be a slight delay of 1-2 seconds so thatts normal, we jsut want to make sure that the date, and the time are passing and that tis not freezing up and stopping totally.\nCustomer: The times in seconds is a little bit delayed\nHuman Agent: Yes, I replied above, I said \"On the app, there will be a slight delay of 1-2 seconds so thatts normal, we jsut want to make sure that the date, and the time are passing and that tis not freezing up and stopping totally.'\nCustomer: OK, but the problem is when I click on the actual image on the TV monitor the camera freezes\nCustomer:  And the camera has a tint of purple\nHuman Agent: How far away is this camera from the router? and is this camera plugged directly into a wall outlet or is it plugged into a extention cord at all?\nCustomer: I’m watching it live. It’s working perfectly fine.\nCustomer: I see the car coming in and out of the garage real time\nCustomer: But when I click on the image on the TV, that’s when everything freezes\nCustomer: When I click on the monitor on that picture of the Wi-Fi camera Verizon that’s when it freezes\nHuman Agent: How far away is this camera from the router? and is this camera plugged directly into a wall outlet or is it plugged into a extention cord at all?\nCustomer: Not that far\nHuman Agent: I would need to know the distance in feet. \nCustomer: Three rooms over\nHuman Agent: Is this camera plugged directly into a wall outlet or is it plugged into a extension cord at all?\nCustomer: Extension cord outside\nCustomer: Sometimes when I click on the picture, it turns black or it says no signal\nCustomer: D/static_file/9d2e0cfa50_1_20250307135920.jpg\nCustomer: I just clicked on it. It’s completely black.\nHuman Agent: Okay, How long is the extension cord? We don't recommend using extension cords with the cameras because long term or short term use can cause an issue where it under powers or over powers the camera which causes this pink issue to occur, it will get worse over time as this camera is plugged into the extention cord and become darker, also the sensitivity and the other functions of the camera are impacted  by this as well and you will get more and more of a delay from the camera due to this. \nCustomer: D/static_file/ee0e16ddcc_1_20250307140041.jpg\nCustomer: And when I click on it, it freezes the time\nCustomer: There’s no way to run cameras, long places without using a extension cord\nCustomer: This thing is completely frozen when I click on it. It’s 303 and it says 3 o’clock.\nCustomer: 3:03 pm now\nCustomer: D/static_file/eb1f0a1a6e_1_20250307140234.jpg\nCustomer: D/static_file/084d0954e9_1_20250307140334.jpg\nCustomer: When somebody’s walking when i click off into multi cameras to view, I can see\nHuman Agent: Okay, unfortunately this issue with the pink hue will persist and just get worse over time. The delay issue may also be caused by that, but it could also be because of the cameras distance from the rotuer , would it be possible to have you take the camera down and bring it inside by the router, then plug the camera in and after 1 minute check if the NVR is still showing the camera having a delay or not.\nCustomer: The person walking\nHuman Agent: 02:04:18 PM\nOkay, unfortunately this issue with the pink hue will persist and just get worse over time. The delay issue may also be caused by that, but it could also be because of the cameras distance from the rotuer , would it be possible to have you take the camera down and bring it inside by the router, then plug the camera in and after 1 minute check if the NVR is still showing the camera having a delay or not.\nCustomer: What I can do is try another camera. I have another Wi-Fi camera similar to that one and I can plug it back in and see if it does the same problem.\nCustomer: I have it here with me. I can plug it into the wall and we can test it on the screen and on the TV monitor.\nCustomer: And I also have a Wi-Fi extender here. I need to hook up, but I don’t know how to hook it up.\nHuman Agent: OKay, a wifi extender will help for pushing a stronger network to that area if that's the reason for the large delay, but if its not and the issue is still eprsisting while the camera is in the same room as the rotuer then that means the damage from the ethernet cord is also effecting that part of the camera internally. \nCustomer: I just plugged the other one in\nCustomer: Is a brand new long, ethernet cord\nCustomer: I just got off Amazon a week ago and he’s a brand new cameras\nHuman Agent: That camera wouldnt use an ethernet cord. You would want to do this with the camera that is being effected and having issues and bring that one closer, not a different camera. \nCustomer: Yes, I turned on the other Wi-Fi camera\nCustomer: The Wi-Fi extender plugged into the modem with a ethernet cable\nHuman Agent: You took the camera named \tVerizon-q5038 down and inside the same room as the router?\nCustomer: No, that camera is mounted outside. I cannot get to that one right now.\nCustomer: That camera is brand new and so is the other one I turned the other one back on they’re both the same type of camera\nCustomer: D/static_file/e3e9906442_1_20250307141618.png\nCustomer: The Cortana camera\nCustomer: When I click on it, the camera turns also black\nCustomer: This one is plugged directly into a wall socket\nHuman Agent: To test this properly to determine if this is an issue on the camera (the delay) is caused by the damage from the extension cord, or an issue with the cameras distance from the rotuer you would have to bring that camera closer to the router inside and plug it directly into a wall outlet.\nCustomer: As most likely, the Wi-Fi cameras is having issues connecting when I click on them\nHuman Agent: To test and determine if that is the case or not you would have to bring the effected camera inside.\nCustomer: What about the other camera? It’s the same camera.\nCustomer: They work they just don’t work when I click on them on the TV\nCustomer: I can watch live view perfectly fine on my phone application funflux \nCustomer: But when I go to my TV monitor and click on that image to watch it live on the screen, it freezes\nCustomer: On either Wi-Fi camera\nCustomer: Outside or inside it doesn’t matter they both freeze the Wi-Fi cameras from SHO\nHuman Agent: They may be the same type of camera, but theya re two different entitys, the other camera has not been plugged into the same ethernet cord at the same location as the other camera has it?\nHuman Agent: same power cord* not thernet cord.\nCustomer: What are you talking about?"]
["Customer: Camera will not connect to wifi\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  Are you needing help setup camera ZMD18L9I8204778 named reginatotty@6email.c\t?\nCustomer: Yes\nHuman Agent: What color is the indicator light on the camera? and is the light blinking or soldi?\nHuman Agent: *solid?\nCustomer: Blinking green\nCustomer: Yes\nHuman Agent: is the camera close to your router right now for setup?  plugged directly into a wall outlet with just the original adapter? no extension cords, power strips, or surge protectors?\nCustomer: Okay \nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Agent\nCustomer: Ok\nHuman Agent: How can I assist you?\nCustomer: My camera is solid green \nCustomer: And won't connect\nCustomer: It was connected for few minutes \nCustomer: 2 days ago\nHuman Agent: Can you unplug the camera and plug it back in again? Watch the light in the camera when you plug it in. It should start solid green, but should change from the solid green within a minute or so.\nCustomer: I did \nCustomer: It doesn't change, doesn't blink\nHuman Agent: I understand, can you do it again now? We want to make sure it is not an issue with the connection or the adapter, because the camera staying solid green means there is a power issue.\nCustomer: Just did\nCustomer: It was connected 2 days ago. It even updated\nHuman Agent: It looks like the camera has gone online and offline frequently over the last week. Is the camera plugged in to an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: I just plugged it into the wall outlet\nHuman Agent: Alright, and what light do you see in the camera now?\nCustomer: Green\nHuman Agent: Is it solid green or flashing green?\nCustomer: Solid\nHuman Agent: Alright, and if it does not change after a minute, then you will want to try using a different power adapter. The camera uses a 5V1A power adapter with a micro-USB connector.\nCustomer: Ok let me change the adapter \nCustomer: It blinked 3 times with a clicking sound and now it's solid\nHuman Agent: Is the power adapter a 5V1A power adapter?\nCustomer: D/static_file/3da26ba576_1_20250210134623.jpg\nHuman Agent: Okay, so that is a 5V500mA adapter, so it is half of the amps that the camera would need.\nCustomer: I am going to unplug the other camera and try that cord\nCustomer: Same solid green \nCustomer: And this is the cord that comes with it \nCustomer: It works in the other camera \nHuman Agent: It should start solid green, but watch it to see if it changes.\nHuman Agent: What is the power output of this power adapter?\nCustomer: It comes with the camera \nCustomer: D/static_file/068979a3cd_1_20250210135106.jpg\nHuman Agent: Is the light still solid green in the camera?\nCustomer: Still solid\nHuman Agent: Okay, you said you started an update on it. Did you unplug the camera after you started the update?\nCustomer: No \nHuman Agent: Did you move the camera's location or anything like that?\nCustomer: It's at the same place since Saturday \nCustomer: It's updates but then kept telling me to update until it was gone \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: That code is code \nCustomer: Sun burnt it \nCustomer: Check my account where it was connected before \nHuman Agent: I just wanted to confirm it with you to be sure we were working with the right camera and the right power output for the camera. The other thing you can try is to get another power adapter and try another outlet. If it still fails to power on, then that means that it is the camera that has stopped working.\nCustomer: This canaera always gives issues \nCustomer: Sigh\nCustomer: I wouldn't recommend these\nCustomer: I hear the click when I plug it in\nCustomer: Changed the outlet, still solid\nCustomer: Reset it please \nHuman Agent: I cannot reset the camera. The camera is not online. The camera is not powering on. The light will start solid green when you first plug it in. However, it should shortly change to a flashing green, flashing blue, or solid blue. If it stays solid green or changes back to a solid green, that means it is not powering on properly.\nHuman Agent: There are three potential causes for that: the camera, the power adapter, or the outlet (and extension cord or power strip if applicable).\nCustomer: You're saying you can't see the cameras I had?\nHuman Agent: No, that is not what I said. I can see the camera that is on your account and one camera that was previously bound. The issue with this camera is a power issue.\nCustomer: Hmmm\nCustomer: I just put back the card in the first camera \nCustomer: Why the other camera not coming up\nHuman Agent: The camera that is on your account was offline when you contacted us. That is why I asked about the Device ID from the camera you were working with so that I could know which camera you were working on.\nHuman Agent: What light do you see in the camera when you plug it in?\nCustomer: Blinking blue \nCustomer: D/static_file/d926319bb7_1_20250210140714.jpg\nCustomer: This is blinking blue \nCustomer: The other one is solid green, the code is gone. Burnt \nHuman Agent: Is there a flashing green light in the camera at the same time as the flashing green light?\nCustomer: Huh\nHuman Agent: In the camera that has a flashing blue light, is it just the flashing blue light? Or is it flashing blue and green?\nCustomer: Just blue\nHuman Agent: That means that it is trying to connect, but not able to connect to the Wi-Fi network. That camera is the one that is going online and offline frequently over the last week so there is likely a network connection issue.\nHuman Agent: Is the antenna screwed in securely to the camera?\nCustomer: Yes \nHuman Agent: I would recommend just doublechecking that real quick and then the other two common causes are the upload bandwidth and the signal strength at the camera.\nHuman Agent: You can test the upload speed of the Wi-Fi network that the cameras are connected to. Make sure that your phone is connected to the same 2.4 GHz network that the cameras are connected to. You can use this website https://fiber.google.com/speedtest/ to test the speed of your network. It will test a download and then an upload speed.\nHuman Agent: To test signal strength, you can download an app on your phone. If you are using Android, then you will want to download an app called Wifi Analyzer. If you are using iOS, then you can download an app called Airport Utility. You can use these apps to test the signal strength from your Wi-Fi near the cameras.\nCustomer: It's working now\nCustomer: So the other is still solid green\nCustomer: Can u reset it?\nHuman Agent: No I cannot reset it. The camera is not powering on.\nCustomer: Smh\nHuman Agent: You can try getting another 5V1A power adapter, but since one that works for another camera does not power this camera on properly, then it is likely an issue with the camera and unfortunately it will not power on any longer."]
["Customer: Set up\nCustomer: Set up\nCustomer: Hi Maria how do I shut down my 2 camera. \n\nAn restart with new. Pass word\nI forget. My. Old pass word\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\n\nCustomer: D/static_file/efc9f8a2a1_1_20250311132934.jpg\nCustomer: D/static_file/0da1d51fd3_1_20250311132953.jpg\nHuman Agent: ZMD13HJE2286623 the indicator light on this camera shows solid blue right now?\nCustomer: No green\nHuman Agent: Blinking green or solid green?\nCustomer: Solid green\nHuman Agent: Solid green can indicate a power issue.\n\nIs the camera connected directly into a wall outlet, a power strip, a surge protector, or an extension cord?\n\nIf you are using a power strip, surge protector, or extension cord, please unplug from that, plug the camera in directly to a wall outlet with the original power adapter.\n\nOr try a different working power adapter, see if that will get the camera to power on and start blinking green or switch to solid blue.\n\nCustomer: Blinking green\nHuman Agent: Blinking green means the camera is in setup mode.  After you setup the camera the indicator light will switch to solid blue.\n\n-First go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n-Make sure your phone is connected to 2.4GHz wifi.\n-The room you are doing setup in needs to be bright. Turn lights on, open blinds.  Your phone's display should also be bright, turn your display brightness level up.\n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup."]
["Customer: Need to see why I can get alerts\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. To be clear, are you having trouble getting event notifications? Are your notifications set to on in the app currently?"]
["Customer: Troubleshooting\nCustomer: Can't get 2 cameras to work\nCustomer: -1\nCustomer: I can't set up my camera \nCustomer: Will not reach qr code\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Solid green \nCustomer: -1\nCustomer: Everything is connected \nCustomer: I have powered down the camera and connected to another plug and it still doesn't work\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Agent\nCustomer: Ok. Thank you \nCustomer: D/static_file/4f503a5085_1_20241126110348.jpg\nCustomer: That's the camera I can't make work\nCustomer: D/static_file/c8b745ef4c_1_20241126110446.jpg\nCustomer: And this one.\nCustomer: They are both connected but they will not work with qr code\nHuman Agent: Hello, you've reached customer care, my name is Kylie. When these two cameras are plugged in do you only see a Solid green light or does it flash?\nCustomer: Flashing\nHuman Agent: Okay, let me look up these two cameras and see what setups it can use. One moment\nCustomer: I've disconnected them and connected them back into a different plug and still can't make them work\nHuman Agent: Okay, When you show the cameras the QR code do they only flash green or do they ever try to flash blue?\nHuman Agent: it looks like the cameras' can use the QR code setup, and may also have an optional setup called Zink that could possibly be an option. To see if the cameras can go through the Zink setup there is an easy test, you would reboot the cameras by unplugging and plugging them in then once they flash you would go into the phones Wi-Fi settings to see the Wi-Fi list and see if there is a network that pops up called ZMD_SAP, if there is then you can try the Zink setup. \nCustomer: They just remain flashing green \nCustomer: I've done that too and they won't work\nHuman Agent: Did you see the ZMD_SAP network?\nCustomer: Yes\nHuman Agent: Okay, When you tried that setup did you get to the end where it said waiting for connection?\nCustomer: It connects to it and then continue with the rest of the process and it won't add\nCustomer: Yes\nCustomer: And it times out. Couldn't connect \nHuman Agent: Okay, when that occurred did you keep an eye on the lights on the camera to see if it ever flashed blue? \nCustomer: Yes. They just remain blinking green \nHuman Agent: If the camera did not flash blue that meant it did not pickup the signal from the device. Are you able to try doing the setup from another device or perhaps bring the camera closer to the router to try again?\nCustomer: Ok. Let me get that going. I'd have to disconnect them from where they r\nHuman Agent: Okay\nCustomer: Ok we r working on it now see if it add\nCustomer: Ok it should say no internet connection \nCustomer: Now it says insecure connection \nCustomer: Do we proceed?\nHuman Agent: Yes, proceed and go through the setup that is fine\nCustomer: Ok. \nCustomer: Now connecting to our internet \nHuman Agent: Okay, if its at the end of setup watch the lights on both caemras for any changes\nCustomer: Waiting for connection \nCustomer: Solid blue now\nCustomer: It connected now\nHuman Agent: That means it has connected!\nCustomer: Ok. I will do the same to the other one then. Thank you \nHuman Agent: No problem, is there anything else I can assist you with today?\nCustomer: That's all. Thank you \nHuman Agent: Okay, have a great day!\nCustomer: You do too."]
["Customer: They changed my WiFi  and all of my cmeras are off.\nHuman Agent: Hi my name is Wendy.  Are the indicator lights on the cameras blinking green right now?\nCustomer: I am\nCustomer: No\nCustomer: This has been off for 5 days\nHuman Agent: What color are the idnicator lights on the cameras? and are the lights blinking or solid?\nCustomer: hard to see , as it's bright out side\nHuman Agent: in order to setup the cameras the indicator lights should be blinking green, that means they are in setup mode.\nHuman Agent: you would need to check what the indicator lights are doing to see if they can be setup\nCustomer: I don't see any of them,lit up\nHuman Agent: cup your hands around the lens of one of the cameras, that will make it easier to see the indicator light \nCustomer: They had to work on the lines coming in today & reset the WiFi \nHuman Agent: \nok\nHuman Agent: the cameras will need to be setup to the new wifi info\nHuman Agent: the indicator lights on the cameras need to be blinking in order to set them up again.\nCustomer: ok,  they have a green light\nHuman Agent: blinking green or solid green?\nCustomer: solid\nHuman Agent: Solid green can indicate a power issue.\n\nIs the camera connected directly into a wall outlet, a power strip, a surge protector, or an extension cord?\n\nIf you are using a power strip, surge protector, or extension cord, please unplug from that, plug the camera in directly to a wall outlet with the original power adapter.\n\nOr try a different working power adapter, see if that will get the cameras to power on and start blinking green or switch to solid blue.\n\nCustomer: I saw it on left side lit up\nHuman Agent: Solid green can indicate a power issue.\n\nIs the camera connected directly into a wall outlet, a power strip, a surge protector, or an extension cord?\n\nIf you are using a power strip, surge protector, or extension cord, please unplug from that, plug the camera in directly to a wall outlet with the original power adapter.\n\nOr try a different working power adapter, see if that will get the cameras to power on and start blinking green or switch to solid blue.\nCustomer: 3 are direct hook up,  one with extra extention \nHuman Agent: ok\nHuman Agent:  try a different working power adapter, see if that will get the cameras to power on and start blinking green or switch to solid blue.\nCustomer: My WiFi went out last Saturday,   they just fixed it,     and came in to see I had wifi again,  and I do\nHuman Agent: The cameras will most likely need to be setup again to the new wifi info but first the indicator lights on the cameras need to be blinking.  If the idnicator light is solid green you need to swap out the power adapter or try plugging the camera in to a different wall outlet.\nCustomer: my mistake,  they are blinking green\nHuman Agent: QR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: ok,  I give up & wait till I get my Granson to check them out.\nHuman Agent: Did you already go through QR code setup?\nCustomer: My Grandson set them up for me before\nHuman Agent: okay\nCustomer: Thanks anyway\nHuman Agent: Have a great day"]
["Customer: If I Up grad my cameras, do you have a buy back program for my old 720 outdoor cameras?\nHuman Agent: Hello, my name is Grant. Unfortunately, there is not a buyback program for older cameras.\nCustomer: I am having issues with a couple of cameras.  I currently have 7 cameras set up and 6 days ago one went off line and I can not get it to hook back up\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: not at this time as I am at work   is there a number I can call after 6 pm CST when I will be in the barn?\nHuman Agent: We have callback appointments Mon-Fri 9AM-12PM and 1-5PM CST. Unfortunately, we are not available after 6PM CST.\nCustomer: Well I can get the number tonight and reach out tomorrow.  \nHuman Agent: That is fine. And when you are with the camera you can troubleshoot it to see why it is offline. You would want to unplug the camera and plug it back in and look at the light in the camera. If it changes to flashing green, then you would can try the initial setup to reconnect it to your Wi-Fi network.\nCustomer: currently they are all connected to wifi (contacted my provider and they confirmed they had seven cameras)  but I only get 6 to show up on my devices."]
["Customer: I have a total of 9 cameras and 8 of them work fine.  One of the 4 I purchased recently will not connect and only blinks the green light.  Can I send it back for a replacement?\nCustomer: I have done all of the above and believe I need a replacement.\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I am not at the location currently and will need to provide that at a later date.\nCustomer: ZMD19121HA17409 is what is listed on my settings page online.\nCustomer: I believe all 9 of my cameras are the same  and this is the only one not working.  \nHuman Agent: You would need to be there with the camera to troubleshoot it. We can help you troubleshoot it and see if we can get it back online."]
["Customer: Hi there? \nCustomer: My camera, Nico 1,2,and 4 is not working properly. Do you know why? \nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: -1\nCustomer: The cameras were good, but sometimes not working. \nCustomer: -1\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Hi! \nCustomer: I need chatting. \nCustomer: -1\nCustomer: Connect agent.. \nCustomer: Okay. \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Hi!! \nHuman Agent: Hello. How may I assist you today?\nCustomer: Did you read the history? \nHuman Agent: Yes\nCustomer: What is answer? \nHuman Agent: Nico 4(SideDoor) is the only camera that is offline currently. What happens when you click on any of the cameras live?\nCustomer: It would not open in the camera. \nHuman Agent: Can you take a screenshot of what it looks like and send it to me here?"]
["Customer: Troubleshooting\nCustomer: Why I don't have any volume on my camera \nHuman Agent: Hello, my name is Grant. The cameras on your account are the Zmodo 1080p Indoor/Outdoor Wi-Fi cameras. Those cameras do not have 2-way audio features. That is why the microphone and speakers are greyed out on your app."]
["Customer: Scheduler \nCustomer: I need someone to call me\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: I changed my WiFi password and I’m trying to connect my cameras again but it’s not connecting with the QR code. Is there a simpler way to connect my devices?\nHuman Agent: The QR Code setup is typically simpler, but on four of your cameras, you can try the Zink setup.\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD24IEH9241098\nHuman Agent: That camera will only use the QR Code setup. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: I’m currently not at home with the cameras. I won’t get home til about 7pm. Hence why I have the security system because I’m a female and it will be dark. \nHuman Agent: You will need to be with the cameras to set them up. I would recommend unplugging the cameras, plug them back in, and then look at the light on the camera. If the light is flashing green, then you can try the QR Code setup.\nCustomer: What if it’s flashing blue?\nHuman Agent: Then you would wait and if it changes to solid blue, then that means it is connected to a Wi-Fi network. If it changes to flashing green, then you will do the QR Code setup.\nCustomer: What about my outside cameras? Can I use zinc for those?\nHuman Agent: You can try the Zink setup on those cameras. The outdoor cameras on your account can use the QR Code or the Zink setup.\nCustomer: Okay great, thank you! Do I need to delete the devices?\nHuman Agent: No, you do not need to remove them from your account."]
["Customer: My camera reid3 is not working it was yesterday now it’s not can’t get it to \nCustomer: I have not changed WiFi it was working up to yesterday. How do I reconfigure the camera\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Camera keep loading but sending back old videos \nCustomer: I tried to reset nothing happened it keep buffering then stop WiFi connection is good all I did was move the camera to a different area\nCustomer: I did everything you are telling me to do already it’s not working. The problem it was working yesterday and now it’s not today \nHuman Agent: Hello, my name is Grant. If you moved the camera it may need to be reconnected. It is also possible that the location you moved it to does not have a good signal to connect. \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Can  get one \nCustomer: -1\nHuman Agent: Hi my  name is Wendy\nCustomer: Can  installed  one camera\nHuman Agent: Are you needing help setup camera mayra?  ZMD13ICE2000280?\nCustomer: 1\nCustomer: Yes \nHuman Agent: What color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: Green  blinkig\nHuman Agent: blinking green means the camera is in setup mode.  This camera uses QR code setup\nHuman Agent: Zmodo QR code instructions:\n\nBlinking green means the camera is in setup mode.  After you setup the camera the indicator light will switch to solid blue.\n\n-First go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n-Make sure your phone is connected to 2.4GHz wifi.\n-The room you are doing setup in needs to be bright. Turn lights on, open blinds.  Your phone's display should also be bright, turn your display brightness level up.\n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup."]
["Customer: Troubleshooting\nCustomer: My cameras aren't working my Wi-Fi went down and now it's back and cameras aren't working\nCustomer: Do you have a phone number\nCustomer: 1\nCustomer: Agent\nCustomer: Okay \nHuman Agent: Hello, you've reached customer care, my name is Kylie. If you changed the Wi-Fi name, password or router you will have to go through the setup to reconnect the cameras, have you done this at all?\nHuman Agent: also, we only have outbound calling no inbound, if you would like that I can send you the call scheduler into the chat, do you want that?\nCustomer: Okay"]
["Customer: I wolud like to set up my camera security\nCustomer: Camera led do not blinking\nCustomer: I Need all steps\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, what is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD.\nCustomer: one moment\nCustomer: Dillon\nHuman Agent: Okay. \nCustomer: ZMD33DFE8230438\nCustomer: Model ZP-IBT15-W\nCustomer: FCC ID Zk8-BFS23NM\nCustomer: Could you help me?\nHuman Agent: Okay, and you said the indicator light isn't blinking? Does it have any indicator light you can see currently at all? \nCustomer: Green, but it not blinking\nHuman Agent: Solid green is what it normally shows when first booting up. If it's stuck on that, it's not finishing starting up. Would you be able to make sure you are not using an extension cable and if it won't work, try another cable if possible? \nCustomer: My camera is wifi system\nHuman Agent: Yes, wifi cameras still have to be plugged into a wall outlet for power. \nCustomer: D/static_file/d5d3064607_1_20241001144804.jpeg\nCustomer: Thats my camera\nHuman Agent: Okay. \nCustomer: The camera is connected to the power\nHuman Agent: Okay, and it does not have an extension cable and you've tried another cable as was suggested?\nCustomer: It has a extension cable\nCustomer: Do you think it the problem\nCustomer: ?\nCustomer: If I change the cable, or try another power source , maybe its work?\nHuman Agent: If you are not using a power adapter with additional amperage to account for the extra cable length, extension cables can damage cameras over time. Your best option would be to not use that for now and if it won't start up properly, try another cable. If it still won't, it likely is damaged unfortunately."]
["Customer: Camera wont read the qr code \nCustomer: I’m trying to connect a camera and it won’t read the QR code\nCustomer: Yes\nCustomer: So can you help \nCustomer: Wtf\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.  Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: Zk8-bfs23nm\nHuman Agent: The ID will be near the zk8 number.  It will most likely start with ZMD\nCustomer: D/static_file/ee54d4dff0_1_20241024154548.jpg\nHuman Agent: D/static_file/66d10b515e_1_20241024154607.png\nHuman Agent: D/static_file/8ebe2159bc_1_20241024154613.png\nHuman Agent: Possibly on the top/bottom of bracket of this type of camera\nCustomer: D/static_file/a094fc12c0_1_20241024154625.jpg\nHuman Agent: ZMD19H3I8D09002 is online.  its connected to \tDemonsk8er22@gmail.com\nCustomer: I got 2 cameras and both wont scan when i use the qr code \nHuman Agent: This one is connected to your account. \nCustomer: Yes but how doni pull up the camera it wont add the camera \nHuman Agent: If you go to the Zmodo app home screen you should see (2) cameras. Both named smart device.  Both cameras show online.\nHuman Agent: if you tap on the live button of either camera you should see the live feed\nCustomer: So not this app but a diffren app? \nHuman Agent: You should see them both on the Smartz Eaze app\nCustomer: D/static_file/77a129a7e3_1_20241024154931.png\nCustomer: It doesnt show any cameras \nHuman Agent: tap on \"my account\"\nHuman Agent: send me a screenshot of this screen\nCustomer: D/static_file/1a779dc1aa_1_20241024155010.png\nHuman Agent: That is strange.  Could you please log out of the app, then login again?\nCustomer: Yes one sec \nHuman Agent: ok\nCustomer: Ok they are there now sorry for the trouble \nHuman Agent: great!  so strange they were missing though.  Glad you see them now!\nCustomer: Ok thank you have a nice day \nHuman Agent: You too -thanks!\nCustomer: Ok thanks"]
["Customer: I was previously speaking with someone about my camera called “parking lot” and have tried 5-7 times using the QR code to add it to my other working camera and it will not go past me scanning the QR code. Can you please assist? I’ve already done all the prior steps of troubleshooting \nCustomer: Thank you\nHuman Agent: Hello, you've reached customer care, my name is Kylie. One moment and I will try to review your prior chat you had with us regarding the issue. \nCustomer: Hello?\nHuman Agent: Yes, took me a moment to both review the chat and look up info on the camera to better assist you from where they left off\nCustomer: Ok, thank you\nHuman Agent: When you are holding the QR code infront of the camera what lights do you see and do they react at all (example: flashing green to flashing blue, flashing green to no lights ect)\nCustomer: It’s outside so it’s hard to tell if it’s changing colors. I’m not really sure \nCustomer: The last time I had this exact problem, about a day or so later, it just automatically connected without me doing anything. I have no idea why they do this\nHuman Agent: Okay, normally the lights can really tell us if the camera is trying to read the code and failing or if its trying to read the code at all. Would you be able to go through the QR code setup, and at the end take a screenshot of the generated code and send that to me, I can review the code to make sure nothing is amiss incase that's an issue, if its not then we can continue the troubelshooting from there. \nCustomer: It doesn’t give me a generated code - where do I find that?\nCustomer: It’s like it doesn’t acknowledge the QR code at all\nHuman Agent: Well forf the QR code setup the code generates on the phoen itself at the end of the QR code setup, are you not seeing that when you get to the end?\nCustomer: Let me try…. I believe I don’t get anything, but I’ll try again\nHuman Agent: Okay, if you do not get anythign take a screenshot of what it does look like then send that to me to see what it looks like\nCustomer: D/static_file/54c3cfa258_1_20250214141448.png\nCustomer: Its stays flashing green\nCustomer: Do you mean after it times out??\nHuman Agent: I got the screenshot now. The code itself visually appears fine so its all good there. If the camera is only flashing green, try rebooting the camera, unplug and plug it in, wait for it to flash green again then try holding the code infront of it 8 inches away and tell me if it still only flashes green after 1 minute.\nHuman Agent: also, if it tells you its timed out at all, you can ignore it\nCustomer: Ok, one minute to do this…..\nHuman Agent: as long as the code is on the screen it's fine to keep trying the setup with the same code.\nCustomer: Ive tried this now 7 times….. why would it continue not to connect??\nCustomer: I unplugged it, plugged it back in and tried the QR code until it timed out and it flashed green the whole time, and it’s still flashing green \nHuman Agent: Well if the camera is only flashing green thats an indication that its not seeing the QR code that is front of it, if it were to react it would flash blue. So perhaps its not seeing the code, your making sure to hold the QR code so its facing this offline cameras lens at 8 inches away right?\nCustomer: Yes\nCustomer: This happened to me once before with my indoor camera…. It wouldn’t recognize the qr code. Then, within 24 hrs it started flashing blue, then I held up the QR code and it worked perfectly fine. I don’t know why they sometimes just refuse to react to the code and then in a day or so I realize it’s flashing blue and can connect it. Have you heard of this?\nHuman Agent: Okay, Would you be able to try holding the code further away at 12 inches for 30 seconds with the QR code and see if the lights flash blue, if they do not try holding the code 6 inches away and see if it reacts and flashes blue. If it still does not react you can try to swap this cameras cord with one of the others that is online incase its a power issue. \nHuman Agent: Some of the cameras are more sensitive to reading the code, sometimes has to be just right for it to read the code and try to connect. In this specific case, your not seeing the blue lights at all, which if the camera was seeing and trying to connect with the QR code it would flash blue and its not, it could be because of the distance the code is, but it could also be something where the lens is dirty or an issue with the cord where its not getting power like it should be.\nCustomer: I already swapped out the cord bc the cord it was connected to gave it no power at all. This cord is from my front door camera that was working fine until i swapped it out. Let me try 12” & 6”\nHuman Agent: Okay, let me know if it flashes blue at all for those two distances. \nHuman Agent: I recommend holding it for at least 1 minute for each distance to be through as possible.\nCustomer: I have already cleaned the lens and as I said swapped out the cord from my front door camera. I tried it from 6”, 12”, and 8” again to no avail. The cord was working fine a little over an hour ago so it should still be working. Not sure what else to do \nHuman Agent: Hmmm, do you have another device we could try the setup from/on? \nHuman Agent: Like a tablet or another phone perhaps.\nCustomer: I just check my box that the cameras came in and I have one brand new one that I’ve never used. Give me some time to set this one up and I’ll get back to you. Thanks so much for your help!\nHuman Agent: Okay, that's actually really beneficial for your situation and gives us another option\nHuman Agent: While you set up this new camera, set it up right next to this other camera we have been troubleshooting and make sure both are plugged in, go through the setup with the other new camera, when it comes online watch the lights on the other camera to see if it try's to connect too"]
["Customer: Troubleshooting\nCustomer: Laggy video\nCustomer: Customer service\nHuman Agent: How can I assist you?\nCustomer: My video is laggy on my cameras and it appears to be recording laggy too. It's really disappointing. Can be done to fix that?\nHuman Agent: Trouble with the video lagging or skipping is usually due to network connection issues. Are you there with the cameras to troubleshoot them? And are there particular cameras you are having trouble with?\nCustomer: They're all laggy\nCustomer: Yes I'm here with them\nHuman Agent: Alright, the two most common network connection issues are the upload bandwidth and the signal strength. If it is happening to all cameras, then I would recommend checking the upload bandwidth first.\nHuman Agent: You can test the upload speed of the Wi-Fi network that the cameras are connected to. Make sure that your phone is connected to the same 2.4 GHz network that the cameras are connected to. You can use this website https://fiber.google.com/speedtest/ to test the speed of your network. It will test a download and then an upload speed.\nCustomer: ok my upload is 11\nHuman Agent: Alright, so right now, 4 of the cameras on your account are online. Just those four cameras would need 14 Mbps of upload bandwidth for a good consistent connection. \nCustomer: How do I fix that?\nHuman Agent: It also looks like some of the other cameras have gone offline or gone offline and back online frequently. You can try restarting your router, which may help if it is an issue with the router. Otherwise, you may want to contact your internet service provider to see if there is any work being done on your network that may be causing issues with the upload bandwidth.\nHuman Agent: Or your internet provider may have options to increase the upload bandwidth.\nCustomer: I actually have several cameras if I were to turn them all on would I require even more upload speed?\nHuman Agent: Yes, each camera uses a certain amount of upload bandwidth, so the more cameras you have on the network, the more bandwidth you would need."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: live rep\nCustomer: agent\nCustomer: my camera is not connecting for over a month i also cannot resubcribe\nCustomer: agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Did you recently change your wifi name, password, or router before the camera dropped offline?\nCustomer: no\nCustomer:  My cat unplugged it and since then no luck getting online\nCustomer: ??\nCustomer: this is bad business\nHuman Agent: Apologies for the delay, When the camera is plugged in what color are the lights and are they solid or flashing?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Light not blinking \nCustomer: Not working \nCustomer: Need to speak to someone \nCustomer: Agent \nCustomer: 1\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 18A51H800454\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: I did I just plugged it back in, there's no light blinking \nHuman Agent: You will want to look into the camera for a green or blue light. You can also test the infrared lights. Can you cover the camera lens to block light to the camera and see if the infrared lights around the camera lens turn on?\nCustomer: It was windy a couple of days ago, and I was trying to connect it, it was blinking green , It was like making a noise like if was taking a picture \nHuman Agent: You can also try bringing the camera down from where you have it mounted. Especially if it is plugged in to an extension cord or power strip.\nCustomer: There's no light \nHuman Agent: If the infrared lights do not turn on when you block the light to the camera, then it is likely a power issue. Is the camera plugged in to an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: I did already maybe it burn out or something,  \nHuman Agent: Is the camera plugged in to an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: It's burned out I got the one I have in the back and switched it and that one work, so it the camera that not working \nHuman Agent: What did you switch? The outlet? The power adapter?\nCustomer: The little camera with the code on the bottom of it \nHuman Agent: Alright, then, do you have any questions?\nCustomer: I had bought a 4 pack of cameras in this set so I got the 1 of the camera I had connected in the back. The USB cord is working fine\nCustomer: No, ty anyways \nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: CAMERAS ARE DISCONNECTED TOO OFTEN\nCustomer: i tried that and still having problems\nCustomer: no image\nCustomer: agent\nCustomer: hi Dillom\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like all but one are currently offline, are they plugged in and flashing green for the offline cameras?\nCustomer: let me check\nHuman Agent: Okay. \nCustomer: plugged in but no lights at all\nCustomer: if I disconnect an connect them from wall power, they always work\nCustomer: except the one wich is working all the time\nHuman Agent: If you cover the lens with your hand, does a red light come on?\nHuman Agent: On the offline cameras. \nCustomer: checking\nHuman Agent: Okay. \nCustomer: nop\nHuman Agent: No light on and no red light when the lens is covered would typically indicate they are not powering on at all. You said they come back if you unplug them and plug them back in, once you do that with one, does the light come back on? If so, it should start solid green, go blinking green, then blinking blue, then solid blue once connected. If that happens test the night vision light again (covering it with your hand) and let me know whether you see it that time. \nCustomer: ok\nHuman Agent: Thanks. \nCustomer: I did that on one camera: blinking gree, then solid\nCustomer: nothing else\nCustomer: but it works now\nCustomer: with no lights\nCustomer: didnt blink blue and the solid\nHuman Agent: It should go solid green when first starting up, then blinking green. So you're saying it did that, then went solid green again, then went out? \nHuman Agent: Did it possibly just happen in the other order? Solid green, then blinking green, then nothing?\nCustomer: exactly\nCustomer: is what I said\nHuman Agent: You had said blinking, then solid. \nCustomer: ok\nHuman Agent: Okay, the blue light is likely just hard to see or possibly burned out. Can you see the night vision light (red light) now if you cover the lens? \nCustomer: yes\nHuman Agent: Okay, are these cameras plugged directly into wall outlets? Or are you using extension cables at all with them?\nCustomer: directly on the wall\nCustomer: the one with extension cable is the one wich always work..........\nHuman Agent: Okay, and these are the original cables?\nCustomer: yes\nHuman Agent: Okay, the red night vision should still work on the others regardless of restarting them, but you said it does not. Did you test on any others?\nCustomer: i'll do it now\nHuman Agent: Okay, thank you. \nCustomer: there is one wich doesnt work\nHuman Agent: Okay, but you do see the red night vision light on the others when covering the lens?\nCustomer: yes\nHuman Agent: Okay, most likely there is either a signal issue or upload speed issue in that case. I would guess more likely signal since one cam on the network you said is always fine, but let's test upload first. From a device connected to the wifi of that network, google speed test and let me know the result for upload speed. \nHuman Agent: We will be closing in 10 minutes. We can continue to help until then, but the chat will close at that time. You may arrange a callback via the link I sent below or if you would prefer email follow up instead, feel free to let us know. \nCustomer: ok\nHuman Agent: Okay let me know what you get for those tests? \nCustomer: between 30 and 40\nCustomer: mbps\nHuman Agent: For the upload speed or download? \nHuman Agent: We are going to be closing in 5 minutes. \nHuman Agent: I hope you have a good evening."]
["Customer: Set up camera disconnected\nCustomer: -1\nCustomer: Set up\nCustomer: Still wont connect\nCustomer: Zmd13hne2293621\nHuman Agent: Hi my name is Wendy\nCustomer: Im trying to re connect this camera that went off today \nCustomer: Hello\nHuman Agent: ZMD13HNE2293621 What color is the indicator light on the camera? and is the light blinking or solid?  The red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid.\n\nCustomer: Lights not on but hearing clicking after i reset it\nHuman Agent: Is the camera connected directly into a wall outlet, a power strip, a surge protector, or an extension cord?\n\nIf you are using a power strip, surge protector, or extension cord, please unplug from that, plug the camera in directly to a wall outlet with the original power adapter.\n\nOr try a different working power adapter, see if that will get the camera to power on and start blinking green or switch to solid blue.\n\nCustomer: It was working for a while with no lights at all until today  i lost vision of the camera\nHuman Agent: ok\nHuman Agent: Is the camera connected directly into a wall outlet, a power strip, a surge protector, or an extension cord?\n\nIf you are using a power strip, surge protector, or extension cord, please unplug from that, plug the camera in directly to a wall outlet with the original power adapter.\n\nOr try a different working power adapter, see if that will get the camera to power on and start blinking green or switch to solid blue.\nCustomer: Connection wise im ok\nHuman Agent: ZMD13HNE2293621 is not bound to an account\nCustomer: Im using adapter provided by zmodo\nHuman Agent: If you are using a power strip, surge protector, or extension cord, please unplug from that, plug the camera in directly to a wall outlet with the original power adapter.\n\nOr try a different working power adapter, see if that will get the camera to power on and start blinking green or switch to solid blue.\nCustomer: Thats the barcode on the stand \nHuman Agent: ? I don't understand your last message?  Are you using  a power strip, surge protector, or extension cord, please unplug from that, plug the camera in directly to a wall outlet with the original power adapter.\n\nOr try a different working power adapter, see if that will get the camera to power on and start blinking green or switch to solid blue.\nCustomer: Is it the wrong stand for tge camera?\nHuman Agent: I'm not sure what stand you are talking about\nCustomer: The one that holds the camera\nHuman Agent: I was asking about the power adapter.  You have a question about the camera bracket now?\nCustomer: D/static_file/bbe8caec58_1_20250306151657.jpg\nHuman Agent: what questions do you have about the camera bracket?\nCustomer: Yes power adapter original \nHuman Agent: Are you using  a power strip, surge protector, or extension cord?\nCustomer: Not question on bracket its the camera not the bracket \nHuman Agent: ok\nHuman Agent: Are you using  a power strip, surge protector, or extension cord? or does the camera plug directly into a wall outlet?\nCustomer: Nope\nHuman Agent: camera plug directly into a wall outlet?\nCustomer: All my cameras were on the wall socket not an issue\nHuman Agent: Please try using a different working 5v 1a micro usb power adapter to power the camera . See if this will get the camera to power on and show the indicator light.\nCustomer: I did already and still not working but i hear clicking on the camera \nHuman Agent: The indicator light should be blinking green  if it is in setup mode.  You do not see any lights on the camera?\nCustomer: I know the camera is on power except that the light upfront is not ON\nHuman Agent: Okay you can try QR code setup -I guess its possible the indicator light is broken.\nCustomer: The camera works fine without the blue light on until today\nHuman Agent: Zmodo QR code instructions:\n\nBlinking green means the camera is in setup mode.  After you setup the camera the indicator light will switch to solid blue.\n\n-First go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n-Make sure your phone is connected to 2.4GHz wifi.\n-The room you are doing setup in needs to be bright. Turn lights on, open blinds.  Your phone's display should also be bright, turn your display brightness level up.\n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nCustomer: Yes maybe blue light is broken\nHuman Agent: okay please follow these steps to try and set the camera up\nHuman Agent: Zmodo QR code instructions:\n\nBlinking green means the camera is in setup mode.  After you setup the camera the indicator light will switch to solid blue.\n\n-First go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n-Make sure your phone is connected to 2.4GHz wifi.\n-The room you are doing setup in needs to be bright. Turn lights on, open blinds.  Your phone's display should also be bright, turn your display brightness level up.\n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\nCustomer: Ive gone thru sll these type of 2.4 ghz connection and its working fine until now\nHuman Agent: okay you mean you just went through setup?\nHuman Agent: where do you get stuck?\nCustomer: Im setting this up next to the router snd all my cameras has no issue except this one\nHuman Agent: okay please go through setup -let me know where you get stuck\nCustomer: Yup all set ups normally i just reconnect it  then it will connects but today  no connection even re adding it the system\nHuman Agent: okay where do you get stuck in setup? Does it say failed somewhere?\nCustomer: Im stuck when i place the QR code and ask me to verify tge password is correct\nHuman Agent: could you provide a screenshot?\nCustomer: D/static_file/007199397d_1_20250306152555.jpg\nCustomer: Ok i will\nHuman Agent: The wifi your phone is connected to is 2.4GHz wifi?\nCustomer: I did that my router has 2 ghz 5& 2.4\nCustomer: After awhile it say connection timeout\nHuman Agent: Okay.  The room you are in is bright? lights are on, window blinds are open?\nHuman Agent: Location is enabled for the Zmodo app? along with precise location? in your phone's settings for the Zmodo app?\nCustomer: The distraction are out of yhe question like windows snd blinds\nHuman Agent: I'm not sure I understand your last message\nHuman Agent:  The room you are in is bright? lights are on, window blinds are open? Location is enabled for the Zmodo app? along with precise location? in your phone's settings for the Zmodo app?\nCustomer: Zmd app doesnt show to connect it \nHuman Agent: Are you talking about the zmd_sap network?   ZMD13HNE2293621 uses QR code setup.  You do not need to connect to zmd_sap network for QR code setup.  Your phone should be connected to 2.4GHz wifi\nCustomer: I know what im doing pls let me know other ways to connect this yes zmd sapp\nHuman Agent: QR code setup is the only setup method this camera uses\nCustomer: Yes 2.4 \nCustomer: As ive said the cameras pivk up 2.4 ghz\nCustomer: Only\nHuman Agent: You could reboot your router then try setup again after the router is rebooted.\n\nUnplug your router for 3 minutes.  \nCustomer: No for if i do thatsll the other gadgets will be messed up and thats hard to reconnect all of them \nHuman Agent: Okay\nCustomer: I normally connect this one esily but today is not good\nHuman Agent: With the indicator light not turning on it is possible the camera is defective.\nCustomer: Im not so sure about your assessment  it was working fine even though nlue lights was not ON \nHuman Agent: Okay.  \nHuman Agent: You could uninstall the Zmodo app and reinstall it then try setup again or try setup from a different phone or tablet\nCustomer: I could hear that its working cause right after i plug it. I hear clicking inside te camera😔\nCustomer: There is a reset  hole  and how long do i need to press that button ??\nCustomer: D/static_file/0715bd9b2d_1_20250306153741.jpg\nCustomer: D/static_file/7aecd8e312_1_20250306153809.jpg\nHuman Agent: If you cup your hands around the camera does the red IR light come on?\nCustomer: Nope\nCustomer: Ive done it too\nHuman Agent: unfortunately I think the camera is defective if no lights come on when the camera is powered on\nCustomer: But i hear clicking inside thats its trying to reset\nHuman Agent: If anything the clicking noise you hear is the night vision turning on/off\nHuman Agent: but the camera is not powering on enough that the indicator light or IR red light comes on\nCustomer: Could be \nCustomer: Yup but for sure there is power going thru the adapter even without the blue/ green lights blinking\nHuman Agent: If you want to purchase a replacement we have Mini Pro indoor cameras available:  https://www.zmodo.com/1080p-indoor-wifi-camera/\nCustomer: I have 6 of these zmodo in my unit house\nHuman Agent: the camera is not powering on enough that the indicator light or IR red light comes on -the camera is most likely defective.\nCustomer: I guess i check amazon \nHuman Agent: Okay\nCustomer: Thanks for trying cause the last time i reach for help the help drsk was. Able to connect this from your side via barcode my guess is he did a hard reset\nHuman Agent: I cannot reset offline cameras unfortunately\nCustomer: Our issue here was the blue lights right. But unfortunately it doesnt turns ON but there is a connection correct \nHuman Agent: The camera may be powering on part way but it isn't powering on all the way if the red IR night vision lights and the indicator lights are not showing at all.\nCustomer: He did ask me for the barcode on camera \nHuman Agent: Who asked you for a barcode on the camera?\nCustomer: The call center desk or you may call it help desk\nHuman Agent: ok\nCustomer: He was somewhere in Asia👍\nHuman Agent: okay our call center is located in Illinois\nCustomer: Dont know how he did it but  was able to reconnect the gadgets at no time\nHuman Agent: Okay. unfortunately with the camera being offline and not powering on all the way the camera is most likely defective.\nHuman Agent: I cannot do anything remotely to reconnect the camera when it is offline\nCustomer: You can say that its defective but why he was able to reconnect it to my wifi system \nHuman Agent: When did the previous agent connect ZMD13HNE2293621  to your wifi system?\nCustomer: I have one in my garrage to monitor my dogs that was having issue but that quite a while and still working\nHuman Agent: are you needing help with a different camera? what is the device ID on it?\nCustomer: Well thanks for trying but ill try to see what else can i do  to make this work 🙏\nHuman Agent: okay have a great day!\nCustomer: 👍\nCustomer: 👌"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: NOT RECORDING MOTIONS AUTOMATICALLY\nCustomer: PEOPLE WALK PAST CAMERA BUT IT DOES NOT RECORD THEM\nHuman Agent: Hi my name is Wendy.  Here are some troubleshooting this to go through to get your notifications working again.\n\n-unplug camera & router for 3 minutes, when router is back online, plug the camera in, when the indicator light on the camera is solid blue, make a motion in front of the camera, see i f you get the alert\n-check the motion detection area, make sure that the whole area you want to be alerted about is  inside the blue lines., Tap on the live button of the camera, tap on the gear shaped icon in the upper right, detection zone.\n-On the app home screen, make sure notifications are turned on.  In your phone's settings for notifications, make sure notifications are allowed for the Zmodo app.  In your phone's settings for the Zmodo app, make sure notifications are allowed there too.\n-Check to make sure your phone's volume is up / not on mute or do not disturb."]
["Customer: no lights on camera- power is good\nCustomer: is this customer support\nHuman Agent: Hi my name is Wendy\nCustomer: camera not showing any lights\nCustomer: power is good\nHuman Agent: Backyard, zmodoshed, and zmodohall are offline.  Cup your hands around the lens of the cameras, you should see a blue or green light that is either blinking or solid\nHuman Agent: If no lights, that means the camera isn't powering on, please try using a different working 5v 1a micro usb power adapter to power the camera.  See if a different adapter will get the camera to power on and show the indicator light\nCustomer: backyard camera is working- the other two have quit\nHuman Agent: Backyard camera shows offline on my end.   \n\nThe other two cameras -did you try using a different power adapter?\nCustomer: don't have any extra5v 1a micro- let me check backyard again\nHuman Agent: You could borrow the one that front porch is using.  Front porch camera shows online.\nCustomer: your correct-backyard is NOT online- front porch is working- will check adapter later and get back if any issues- can I get adapters if needed?\nHuman Agent: You can purchase replacement power adapters on Zmodo.com\n\nhttps://www.zmodo.com/5v-1a.html\nCustomer: Thank you\nHuman Agent: enter code: halloween35 at checkout to get 35% off your order.  promo code valid until Oct 31 2024"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Camera stopped working, getting green flashing light\nCustomer: Original setup doesn't work\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Did you recently change your homes Wi-Fi name, password or router at all? \nCustomer: Original setup does not work\nCustomer: No, all the other cameras are working fine \nHuman Agent: Okay, Can you send me the cameras Model and ID number? with that I can lookup the setup the camera uses currently as that may have changed. The ID number will start with ZMD or GSG on the sticker. \nCustomer: Zmd14feda285896\nCustomer: R u still there?\nHuman Agent: Looks like for that camera its setup is the QR code setup, is that the setup you went through with it earlier?\nHuman Agent: If not just let me know and I can send you the directions to follow for that setup to try. \nCustomer: It's been a long while, I did try the qr code and also the manual one\nCustomer: Which one should I try again?\nCustomer: It nevere recognized the qr code b4\nCustomer: Do I need to add the same camera again?\nCustomer: If so is it the same monthly charge?\nCustomer: Send me the proper directions on how to reactive an existing camera to remain on the same monthly plan\nCustomer: R u still there?\nCustomer: Hello\nCustomer: What do you mean goodbye?"]
["Customer: I have wireless cameras and just got window/door sensors- can they be connected to my wireless cameras or do I need another device???\nCustomer: 1\nCustomer: Can door and window sensors be set up with just wireless cameras\n\nCustomer: -1\nCustomer: Need help with door and window sensors\nCustomer: -1\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Customer care please\n\nHuman Agent: Hi my name is Wendy\nHuman Agent: Zmodo door/window sensors need to connect to a hub.  \nHuman Agent: What is the SKU/model on the door/window sensors?"]
["Customer: Troubleshooting\nCustomer: Software will not update\nCustomer: How do I reach out to customer support\nCustomer: Agent\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Software update isn’t working. \nHuman Agent: Okay, is the camera currently online right now? if it is offline it will not be able to update at all\nCustomer: Yes\nCustomer: When you say online do you mean synced?\nHuman Agent: Okay, I just checked and all the cameras on your account right now are telling me they are offline right now . Are you able to take a look at the lights on the camera to tell me what color they are and if they are flashing or solid?\nCustomer: They were blinking green now they’re solid red. How do I get them online?\nHuman Agent: Blinking green means they are offline, the red lights are just the IR night vision lights.\nCustomer: Do I have to sync them?\nHuman Agent: No, they are offline syncing wont do anything when they are offline from the network.  to get them back online you would want to go through the setup with the cameras. \nCustomer: Ok I’ll do that. Thank you\nHuman Agent: You're welcome, have a good day."]
["Customer: Troubleshooting\nCustomer: Needs someone to contact me\nCustomer: Rather speak with someone \nCustomer: Agent\nCustomer: My outdoor camera only come on from 11am until 4pm\nCustomer: That is from the last update \nHuman Agent: Hello, you've reached customer care, my name is Kylie. What is the name of this camera? \nCustomer: Cour\nHuman Agent: It seems that this camera is dropping offline for long periods of time each day which is impacting how much of the video you are seeing. \nHuman Agent: The Cour camera does not have a subscription for longer time before the video overwrites. so you do get a smaller window of time before the video overwrites.\nCustomer: True! But that is since I've done the last update. It is working like that\nHuman Agent: The update wouldn't cause the camera to drop offline, if its stopping offline it would be due to a power or an internet signal issue. \nCustomer: So can you explain why thatcus\nHuman Agent: You may also want to check the antenna, as if it is loose or not working properly that can impact the cameras sensitivity to pick up the network as well. \nCustomer: That is\nCustomer: I will check the antenna \nHuman Agent: Update only effects the data in the camera for the app, not the physical connection to the network, if it was an issue with a failed update the camera would actually Brick and totally stop working, that's not what is occurring here."]
["Customer: Number for call customer service \nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\nCustomer: I have problems with some of my camera. \nHuman Agent: Unsure if you saw my message I said \"Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\"\nCustomer: Chat\nHuman Agent: Okay, what sort of issues are you experiencing?\nCustomer: No funciona la cámara \nCustomer: It doesn't work. \nHuman Agent: Bien, cuando miras las luces de las cámaras, ¿de qué color son? ¿Están parpadeando o fijas?\nCustomer: \nLa cámara numero 1 la que pago anual no me deja vee nada \nCustomer: Pero si tiene una luz encendida\nHuman Agent: Ambas cámaras denominadas Cámara 1 y Cámara 4 están desconectadas en este momento.\nHuman Agent: Well, when you look at the lights on the cameras, what color are they? Are they flashing or solid?\nHuman Agent: Bien, cuando miras las luces de las cámaras, ¿de qué color son? ¿Están parpadeando o fijas?\nCustomer: Fija color rojo\nHuman Agent: Las luces encendidas serían solo las luces de visión nocturna, también debería haber algunas luces azules o verdes. ¿Ves alguna de esas?\nCustomer: Si\nCustomer: Ahora esta parpadeamdo una luz verde\nHuman Agent: Bien, tal vez esto sea un problema con el cable de alimentación o con la distancia a la que se encuentran del enrutador. ¿Puedes acercar alguna de las cámaras al enrutador para ver si vuelven a conectarse?\nCustomer: Como hago eso \nHuman Agent: Desenchufaría las cámaras, las acercaría al interior del enrutador y las volvería a enchufar.\nCustomer: Sale tiempo de conccion agotada\nHuman Agent: Desenchufaría las cámaras, las acercaría al interior del enrutador y las volvería a enchufar."]
["Customer: Troubleshooting\nCustomer: My cameras has been offline for quite awhile I need to reset it.\nCustomer: I am here my cameras is blinking green but is not connecting\nCustomer: Yes \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Me sgain\nCustomer: I keep cut off the conversation \nCustomer: Was chatting with kylie\nCustomer: This is my 7 trying to finish this conversations\nCustomer: Get me Kylie again please\nCustomer: What your name\nCustomer: I have been writing over and over and I keep cutting off\nCustomer: Of the conversation \nCustomer: We having\nHuman Agent: Hi my name is Wendy.\nHuman Agent: I can check if Kylie is available, one moment\nCustomer: My zmodo greet is not recording events everything is on notification wifi and everything is working fine except that the greet don't record event the inside camera is working fine over all\nHuman Agent: Hello again, its me who was helping you before.\nCustomer: Wendy and Kylie have chat with the both of you and is getting frustrated that the conversation they keep cutting off\nHuman Agent: Unsure if you saw my last message, I said \"No, it just sounds like the blue light on your camera is dark and hard to see, it doesn't mean anything is wrong, its just a really dark blue.\" \nCustomer: Great\nCustomer: Well it was no light the the greet\nHuman Agent: It keeps getting cut off because your creating new chats, your currently contacting us as a Guest, and when you clsoe the chat totally and reopen it it can start a whole chat over.\nHuman Agent: Thats okay, You said before that when you mvoed infront of the camera you got an apert, can you tap on that alert and let me know if you can view it properly or not?\nCustomer: But when I stand on front it look good \nCustomer: I could see the street too\nCustomer: But no recordings event the inside camera record event\nHuman Agent: Its fine, sometimes the lights can become darker, or dimmer as they age, The blue and green lights are only indicator lights and are not vital to the cameras video function.\nHuman Agent: You said before in our last chat after the reboot that when you moved Infront of the camera you got an alert, can you tap on that alert and let me know if you can view it properly or not?\nCustomer: No alert\nCustomer: The only alert I get is from the inside house camera \nCustomer: Not from the greet\nCustomer: Could you erase all the event from your end \nHuman Agent: Okay, Cam you in the mobile app, go to the Home section of the app, click settings next to alerts, then click on this doorbell camera, here you will want to make sure each of the options are set to on and not off, if any of them are off switch them to on then save it. Let me know if you do notice any of those notification settings are off. No we cant delete events from our end\nCustomer: Is no alert from the outside greet in event\nCustomer: Everything is on\nCustomer: And save\nCustomer: I did that early the on and off\nCustomer: I could see s d alert just now in event\nCustomer: Only because I was in front of the camera \nCustomer: My husband just left with the car and on event recored\nCustomer: From the app the whole street look clear and very good but no recording event\nHuman Agent: Yes, the camera doesnt make events all the time. When motion is present the camera will create an event/alert, have a cool down of 3-5 minutes, then if there is more motion make another event, these events can be seen in the alert section but it will not notify you for every event, It sends a notification on the 4th event created, we call it Major, minor, minor, Major, the minor. We have it this way as to not over notify peoplpes devices and bother people. \nCustomer: When I get close to the greet I could see the event\nCustomer: But it was working fine before \nCustomer: Is motion going on but no event\nCustomer: Every time I walk inside the house and event appeared \nCustomer: But not for the greet\nCustomer: Before if amazon or any one is coming the greet will pick the motion and an event will appear not now\nCustomer: Can't see the alert some one is outside\nCustomer: Right now it look very very clear and good thru the app in my device \n\nHuman Agent: I would like to have you try checking one other area of the app, click live on the doorbell, click the settings gear, then choose motion detection area, You would want this to be as large as possible, corner to corner, if its a smaller box adjust it and save it, if it is corner to corner just save it and let me know once you do that. \nCustomer: ZMD14GJH3001261 greet ID\nHuman Agent: Yes, you gave me the ID earlier.\nCustomer: I did that already \nCustomer: It is corner to corner and  safe\nCustomer: D/static_file/5ce7d014de_1_20250305170648.jpg\nHuman Agent: Okay, can you try and walk infront of the camera again and tell me if the camera makes an event, if it does not then its fine, just let me know.\nCustomer: That is because I was in front\nCustomer: Hubby just came back no event\nCustomer: The greet is not picking the motion\nCustomer: No event\nHuman Agent: Okay, I want to have you try deleting the app, and downloading it again. \nCustomer: I just walk from the street inside the house no event motion \nCustomer: But the inside camera with be deleted too\nCustomer: I could do that while we chatting\nCustomer: You will stay in line with me\nHuman Agent: Yes, deletign the app wont delete the cameras from the account, it would only delete the app. I wills till be here when you get back\nCustomer: Ok done\nCustomer: Do I need to up load the app again now or wait\nCustomer: Do I have to deleted from all my device \nHuman Agent: You would delete the app, then download it againa nd log back into your account, if it asks for any permissions for phone or notifications make sure to click allow or allow while using so the notifications can be as they were before, then I will have you try to trigger an event for the camera.\nHuman Agent: No dont delete any of the devices, only delete the app. \nCustomer: All my devices have and app\nCustomer: I deleted the one on my cell\nCustomer: And the one on Apple tablet \nCustomer: Going to upload now give a min your wonderful \nCustomer: I got I see it again going to log in ok\nCustomer: Give a min\nHuman Agent: OKay, thats great. Let me know if the issue appears resolved by that or not\nCustomer: Can't log\nCustomer: Ok am I. I allow everything \nCustomer: Am in I allow all the app ask\nHuman Agent: Okay great. Can you try to move Infront of the camera to try and trigger an event, if it does not trigger it doesn't mean it didn't work, it just may mean that there was motion recently and the camera is in the cool down, let me know if it does make an event though. \nCustomer: I. Could see the cameras in my cell \nHuman Agent: Okay that's great news. Do you have any other questions or anything else I can assist you with today before we go?"]
["Customer: Me puede ayudar en poner el audio a las camaras\nCustomer: 1080p\nCustomer: Como le hago \nCustomer: Necesito ayuda para los audio de mis cámaras son 1080p\nCustomer: Nunca se pudieron escuchar \nHuman Agent: Hola, me llamo Grant. Las cámaras de tu cuenta son las cámaras Wi-Fi para interiores y exteriores Zmodo 1080p. Esas cámaras no tienen funciones de audio bidireccional. Por eso, el micrófono y los altavoces están en gris en la aplicación."]
["Customer: Device won't power on\nCustomer: Device still won't power on\nCustomer: It still won't power on\nCustomer: Agent\n\nCustomer: Device won't power on\nCustomer: Further assistance\nCustomer: Agent\nCustomer: Device won't pay on\nCustomer:  Yes, i've been with you guys for a long time now and my device will not power on\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is the device youa re trying to power on a camera you had previously or a new device?\nCustomer: That's a camera I had previously\nHuman Agent: Okay, for the camera have you tried to cover the front while tis plugged in to se eif the IR lights trigger and turn on at all?\nHuman Agent: Sometiems as cameras get older the blue/green lights can burn out making it appear as if its not powering up, the IR lights reacting can let you know if it is taking in any power at all."]
["Customer: Iam back I hope your done whith your lunch hour\nCustomer: My camera is not working have power on my outlet but the camera don’t seem to connect there’s no reset button either on it \nCustomer: Not working\nCustomer: Not light on camera power out of my outlet like not connecting to my wifi\nCustomer: No red light no green light \nCustomer: No lights on camera \nHuman Agent: Hi my name is Wendy.  Camera#1 shows no power?  Have you tried swapping out the power adapter for a working one? 5v 1a micro usb?  or try moving the camera to a different wall outelet to get the camera to power on\nCustomer: I got other stuff plug right beside my outlet and there working \nHuman Agent: did you swap out the adapter?\nCustomer: No \nHuman Agent: Please try a different working 5v 1a micro usb power adapter to see if that will get the camera to power on\nCustomer: Not home yet but will try another one to see if it makes any difference ok\nHuman Agent: Okay sounds good.  Live chat agents are available M-F 9am-12pm CST and 1pm-6pm CST.  If you need to contact us later just as for an AGENT during those times and we will be able to help"]
["Customer: Desde el 28 de noviembre 3:25 fue la ultima grabacion. Por favor ayudeme\nCustomer: Agente\nCustomer: Customer Care Agente. En espanol por favor\nHuman Agent: \nHola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?\nCustomer: Hola no funciona la camara que se instalo el 27 y 28 de noviembre a las 3:25 pm fue lo ultimo\nHuman Agent: Cuando miras las luces de la cámara, ¿de qué color son? ¿Están parpadeando o son fijas?\nCustomer: No estoy en el lugar para ver\nHuman Agent: Bien, tot roubelshoot, tendrás que estar en el lugar con la cámara para decirnos cómo está reaccionando actualmente.\nCustomer: Disculpe qué sucede?\nHuman Agent: \nEnvié un mensaje, es posible que no lo hayas visto y dije: \"Está bien, para solucionar problemas tendrás que estar en el lugar con la cámara para decirnos cómo está reaccionando actualmente\".\n\nCustomer: Lo que pasa que está en otro pais y queriamos tener una camara ahí \nHuman Agent: Entonces tendrás que tener a alguien allí para solucionar los problemas de la cámara.\nCustomer: No deje a nadie. Está bien. Muchas gracias\nHuman Agent: Que tenga un buen día\nCustomer: Igualmente"]
["Customer: Hi I thought my smart camt had audio? How do I determine it does?   Thanks \nCustomer: 1\nCustomer: How do I get I two way audio camera \nCustomer: 1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The cameras on your account do not support audio as they do not have a microphone. \nHuman Agent: if you want a tow way audio camera you can go to the website Zmodo.com, in the indoor section we have cameras that support two way audio, but not meant for outdoors."]
["Customer: Set up\nCustomer: Trying to set up my cameras again with a different email address\nCustomer: What number do I need to call to get help\nCustomer: Customer care agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: Okay can you do that I need to talk to somebody\nHuman Agent: Okay, I will send you the call scheduler into the chat now, let me know if you have trouble filling it out or submitting it at all. \nCustomer: I need help connecting my cameras to my Wi-Fi\nHuman Agent: Okay, are you wanting to troubleshoot over chat or over phone call?"]
["Customer: Why I can't talk from my cameras\nHuman Agent: Hello, my name is Grant. The cameras on your account are the Zmodo 1080p Indoor/Outdoor Wi-Fi cameras, and one is a meShare camera. Those cameras do not have 2-way audio features. That is why the microphone and speakers are greyed out on your app."]
["Customer: Troubleshooting\nCustomer: 4 of my cameras have disconnected \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I see the carport, driveway, and back deck are offline, but the other two are online. Is the 4th online again or did you remove it from the account?"]
["Customer: To add my internet system. How would I do that\nHuman Agent: Hi my name is Wendy.   Your wifi cameras show offline.  Are the indicator lights blinking green?\nCustomer: The light is solid green\nCustomer: Solid green\nHuman Agent: The indicator lights on the cameras are all solid green?\nCustomer: Solid red\nHuman Agent: The red light is the IR night vision light .  If you make the room you are in bright the red light should shut off.\n\nThe indicator light will be green or blue that is blinking or solid.  Could you please let me know what the indicator light is doing right now?\nCustomer: Room is bright.  No color\nHuman Agent: Cup your hands around the lens of the camera to see the indicator light easier. or please check a different camera\nCustomer: D/static_file/aa3bd05e8e_1_20241015102751.jpg\nHuman Agent: First I need to know what the indicator lights are doing.  The indicator lights should be blinking green, that means the camera is in setup mode.\nCustomer: Solid green\nCustomer: Now flashing green\nCustomer: Now solid blue\nHuman Agent: okay flashing green means the camera can be setup.\n\nFirst go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n\nWhat is the device ID on the camera with the solid blue light?  The ID will be on a sticker on the camera and start with ZMD\nCustomer: D/static_file/fb5659740a_1_20241015103403.jpg\nHuman Agent: ZMD14ACEC223553 shows offline on my end.  The indicator light shows solid blue for you?  Solid blue means the camera is connecting to something on your network.  \n\nDo you have more than 1 router at the location?\nCustomer: I just got a new router\nHuman Agent: right.  Do you still have the old rotuer plugged in?\nCustomer: No\nHuman Agent: do you have any wifi boosters or wifi extenders that the camera may be connecting to?\nCustomer: No\nHuman Agent: unplug the camera for 30 seconds, then plug it back in. let me know if the indicator light switches back to solid blue again\nCustomer: Solid blue\n\nHuman Agent: are there any guest or virtual networks on the new router?\nCustomer: No\nHuman Agent: the old router is no longer at the location?\nCustomer: No\nHuman Agent: unplug the new router, see if the indicator light switches to blinking green with the new router unplugged\nCustomer: Ok it is unplug.  Still blue\nHuman Agent: still blue with the router unplugged means the camera is connecting to something else on your network\nHuman Agent: an old router that is plugged in but not working. a wifi booster or wifi extender. please check for anything like this and unplug them. \nCustomer: I have nothing\nHuman Agent: The camera is connecting to somethign\nHuman Agent: if your only router is unplugged that means it is connecting to something else\n\nCustomer: In the app it will not me even delete the camera \nHuman Agent: You need to figure out what the camera is connecting to first then you will be able to set it up using QR code setup\nHuman Agent: wifi booster, wifi extender, wifi router plugged in but not working\nHuman Agent: are all 6 of the cameras solid blue? \nCustomer: One is flashing green\nHuman Agent: you can setup the flashing green one.  flashing green means the camera is in setup mode\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: D/static_file/49999dce0b_1_20241015104921.jpg\nHuman Agent: you need to go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location\nHuman Agent: then go through setup again\nCustomer: Ok\nCustomer: Ok setup.  But not showing on my monitor.  Just my phone\nHuman Agent: Is the camera listed on the device management screen on the NVR?\nCustomer: Yes\nHuman Agent: does it say online or offline?\nCustomer: Just says live \nHuman Agent: could you provide a clear picture of what you are looking at?\nCustomer: D/static_file/aa64ef5d21_1_20241015110015.jpg\nCustomer: D/static_file/2c10c02e1d_1_20241015110019.jpg\nCustomer: D/static_file/06866a9fea_1_20241015110023.jpg\nHuman Agent: This is the app.  You are trying to view the camera from the NVR?\nCustomer: D/static_file/a116eedf1e_1_20241015110127.jpg\nCustomer: D/static_file/ef75285c5a_1_20241015110131.jpg\nHuman Agent: Did you login to the NVR?\nCustomer: I have never done that\nHuman Agent: right click with your mouse that should bring up the login screen\n\nCustomer: Ok\nCustomer: D/static_file/b4a3f247a3_1_20241015110837.jpg\nHuman Agent: If you scroll down do you see camera ZMD15JTDA017244?\nCustomer: No\nHuman Agent: delete one of the offline devices then see if the NVR will pick up ZMD15JTDA017244\nCustomer:  When I hit refresh my happens\nHuman Agent: Did you delete a device first?\nCustomer: Yes\nHuman Agent: tap on \"search for devices\"\nCustomer: Nothing\nHuman Agent: you sure you only have 1 router?\nCustomer: Yup\nHuman Agent: camera ZMD15JTDA017244 is connected to the same router as the NVR?\nCustomer: Yes\nHuman Agent: login to the router, see if you see ZMD15JTDA017244 as a connected device on the router\nCustomer: Direct connect\nHuman Agent: login to the router, see if you see ZMD15JTDA017244 as a connected device on the router\nCustomer: D/static_file/d52791fe7f_1_20241015111914.jpg\nHuman Agent: Does it list ZMD15JTDA017244 under the devices tab?\nCustomer: Not listed\nCustomer: Should the nvr box should be solid green\nHuman Agent: I recommend you contact your router manufacturer or internet service provider to see if they can check if you have a virtual or guest network that ZMD15JTDA017244 is connected to and maybe the other solid blue cameras are connecting to.\n\nSolid green on the NVR just means it isn't recording.  You have no online cameras on the NVR so it isn't recording anything.\nCustomer: Ok"]
["Customer: One of my cameras won’t update. I have tried numerous times. Get message update failed try again. What can I do? Thanks Fred Roberts\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What camera are you trying to update?"]
["Customer: Set up\nHuman Agent: Hi my name is Wendy.  What is the device ID on the solid blue camera?\nHuman Agent: The ID will be on a sticker on the camera, starts with ZMD or GSG"]
["Customer: Customer rep \nHuman Agent: How can I assist you?\nCustomer: My cameras are not working or showing clear and I’m trying to pay monthly for the service but I can’t sign up for some reason \nHuman Agent: Okay, we can start with the cameras not working. It looks like there are 6 cameras on your account and only one is online. Are you there with the cameras to troubleshoot them?\nCustomer: Rught\nCustomer: Yes\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nHuman Agent: Just start with one of the cameras that are not working.\nCustomer: I just need to be able to pay for sevice for my devices the app is haveing problems \nHuman Agent: Okay, subscribing the cameras and the cameras being offline are two different problems. I would recommend getting the cameras online first before you subscribe them, since they would not record anything when they are offline.\nCustomer: Ok\nHuman Agent: But, if you want to tackle the subscription issue first, we can. It looks like you had a subscription in the past through your Apple account. To check the status of your subscription managed via Apple. Open the Settings app. Tap your name at the top. Tap Subscriptions, find the subscription then tap on it to see its status.\nHuman Agent: Okay, so which issue do you want to start with?\nHuman Agent: We want to focus on one thing at a time."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Can a member please call me as soon as possible my cameras not working. This is Wayne Hill my number is 804 704 2679. Thank you \nHuman Agent: Hi my name is Wendy.  I just sent you an invite to schedule a callback.\nCustomer: Not receiving recording from the cameras to my cell phone. This is through y'all service \nHuman Agent:  I just sent you an invite to schedule a callback.\nHuman Agent: Cameras 1, 2, 3 show offline.  The cameras need to be online to record footage.  Are the indicator lights blinking green on the cameras right now?"]
["Customer: My cameras don’t work any longer\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like 3 of the 4 on your account are online. Are you mostly referring to the camera named 1000 Islands?"]
["Customer: Set up\nCustomer: My camera is not connecting. \nCustomer: I tried\nCustomer: Doesnt with\nCustomer: Help\nCustomer: Real person\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd19g4ih406563\nCustomer: D/static_file/d459c35a64_1_20240930160304.jpg\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Solid green\nHuman Agent: Is the light still a solid green? Or has it changed?\nCustomer: Still solid green\nHuman Agent: If it is not changing from a solid green light, then that indicates a power issue. Is the camera plugged in to an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: Power strip\nCustomer: I plugged it straight into the wall\nHuman Agent: Can you try plugging the camera in directly to a wall outlet? It should start solid green, but should change after several seconds. If it still does not change, then you will want to try a different power adapter.\nCustomer: Still solid green\nCustomer: It was working before\nCustomer: It didn't have events so I reset it,  till it off cloud,  deleted it and started it from scratch\nCustomer: Took it off cloud\nCustomer: Maybe that has something to do with it?\nHuman Agent: If it still does not change, then you will want to try a different power adapter.\nCustomer: This is the 3rd outlet I'm trying\nHuman Agent: If it does not work in the outlet, then you will want to try using a different power adapter.\nCustomer: You mean the cord? I don't have another cord\nCustomer: It was working fine before I reset it and deleted it\nHuman Agent: Yes, I mean the power adapter and cable that plugs in at one end to the wall outlet and the other end to the camera.\nHuman Agent: You can use a power adapter from another camera, as long as it is a 5V1A power adapter.\nCustomer: They are hanging outside and I vanity reach them\nCustomer: Cannot\nCustomer: It's also new\nCustomer: So there's nothing else i can try?\nHuman Agent: If the light is staying solid green, that is a power issue. It could be one of three things: the camera, the power adapter, or the outlet that it is plugged in to. The troubleshooting seems to rule out the outlet. So testing the power adapter would tell us if it is the adapter or the camera.\nCustomer: Ok. I don't have one so I'll have to wait\nCustomer: Oh wait. \nCustomer: I found one\nCustomer: Solid green still\nCustomer: There's no factory reset on the camera?\nHuman Agent: No there is not a reset button on the camera. And the camera would need to be powered on fully in order to reset anyway. The camera is not powering on. Is the adapter you are using a 5V1A power adapter?\nCustomer: Yes it is.  The one that came with the camera and I unhooked another camera that is working\nCustomer: So I shouldn't try the qr code again?\nHuman Agent: Not if the light is staying solid green. Is it still a solid green light in the camera?\nCustomer: Yes\nHuman Agent: Then that means it is not powering on so the issue would be the camera and replacing the camera would be the solution. The camera would have a 1 year warranty from the date of purchase if you purchased it new from us.\nCustomer: Amazon. It was a 2 pack and the other one is working\nHuman Agent: You can fill out the warranty form if you purchased the camera new in the last year, https://www.zmodo.com/rma/\nCustomer: Ok thank you\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: One camera will not establish connection \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: I just got the cameras in my new house unbounded to the previous owner.  And thr 4th camera isn't showing up to link it to my account.  \nCustomer: Give me a real person\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: false\nCustomer: Did the picture go through?\nCustomer: ZMD13HEE6001290 if it didnt\nHuman Agent: The picture did not go through. The camera is offline, which means it is not connected to the internet. Is the camera plugged in to the NVR?\nCustomer: It is\nHuman Agent: Then you can try plugging the camera in with a cable from one of the working cameras.\nCustomer: About how long would it take to get working? \nCustomer: I unplugged a working and plugged in another.  And it didn't show up yet. \nHuman Agent: Did you unplug the cable at the port on the NVR? Or did you unplug the micro-USB connector from the wire coming from the camera?\nCustomer: I did the Micro-usb from the working camera that I know is good plugged the in question camera and it wasn't popping up.  I only waited about 2 minutes.   \nCustomer: So wondering if it would take longer or was that enough time? \nCustomer: My guess the camera is bad?  \nHuman Agent: No, that would be enough time. Are there any lights on the port on the NVR on the port taht the camera is plugged in to? You can also try pluggging the NVR in to a monitor and a mouse and check the Device Management settings.\nCustomer: One of the ports is not lighting up\nHuman Agent: Is it the port that the camera that is not working is plugged in to? Is it still plugged in with the cable that you know is working?\nHuman Agent: If there are no lights on the port with a known working cable then it would likely be the camera that is not working.\nCustomer: Ok that seems to be the issue. \nCustomer: The camera is just bad,  that sucks cause just got them working for me."]
["Customer: Customer service\nCustomer: My camera is not uploading\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you elaborate more on the issue for me?\nCustomer: It's not updating\nHuman Agent: Okay, what is the name of the camera you are trying to update?\nCustomer: Front door\nHuman Agent: Currently the Front door camera is offline, this si why it is unable to update\nHuman Agent: You will have to get the camera back online first then it will be able to successfully update. \nCustomer: D/static_file/c328ee1ba2_1_20241106134451.jpeg\nCustomer: D/static_file/05f7f12a4d_1_20241106134511.png\nCustomer: Ok ty\nHuman Agent: No problem, is there anything else I can assist you with today?"]
["Customer: Troubleshooting\nCustomer: Can’t get one camera to recognize QR \nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are needing help with? \nHuman Agent: The ID will be listed on a sticker on the camera, it will start with ZMD or GSG\nCustomer: D/static_file/450ef13695_1_20241112141945.jpeg\nHuman Agent: ZMD19B6IH401831 shows online. It is named Cam2\nHuman Agent: What happens when you try to view the live feed from this camera?\nCustomer: Yes but it’s a matter of connecting to same WiFi as cam1\nHuman Agent: You are wanting to setup the camera to a different wifi router?\nCustomer: Yes, or to know if it’s on same WiFi as my other camera\nHuman Agent: Do you have just 1 router at the location? \nCustomer: No multiple but T-Mobile WiFi is the one I want use\nHuman Agent: If you have more than 1 router - unplug one of the routers then check the indicator lights on the cameras.  if the indicator lights on the cameras start blinking green that means they are connected to the router that you just unplugged.\n\nif the indicator lights stay solid blue after unplugging the router, they are connected to something else"]
["Customer: Why is the sound on my cameras not working?\nHuman Agent: Hi my name is Wendy.  Cameras named front door & back door do not have an audio / sound feature."]
["Customer: Camera not working\nCustomer: Cameras plugged in\nCustomer: There is no battery asshole\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, are you referring to the 3 cameras on your account currently? \nCustomer: Only one of them has been working since we’ve moved the other ones have not I need help getting them all going please call. I’m not gonna continue to type all of this.\nHuman Agent: I can help from here now or you may schedule a callback for a future time instead if you would prefer."]
["Customer: Troubleshooting\nCustomer: One of my outdoor cameras won’t connect\nCustomer: I’ve tried all these things already. I have two outdoor cameras and 4 indoors, but only this camera suddenly says it can’t connect when it’s been connected for 6 years \nCustomer: -1\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Camera named parking lot shows offline.  Is this the camera you are needing help with?\nCustomer: Yea\nHuman Agent: What color is the indicator light on the camera? and is the light blinking or solid?\nHuman Agent: The red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid.\n\nCustomer: The camera has been online for years and suddenly it’s the only one that isn’t connecting \nHuman Agent: Okay.  To help troubleshoot the camera, please let me know what color is the indicator light on the camera? and is the light blinking or solid?  The red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid.\n\nCustomer: It’s not blinking any color \nHuman Agent: Is the camera connected directly into a wall outlet, a power strip, a surge protector, or an extension cord?\n\nIf you are using a power strip, surge protector, or extension cord, please unplug from that, plug the camera in directly to a wall outlet with the original power adapter.\n\nOr try a different working power adapter, see if that will get the camera to power on and start blinking green or switch to solid blue.\n\nCustomer: It’s connected to a surge protector that another camera is plugged into and working fine. I’ve already unplugged the surge protector and plugged it back in. I just now unplugged the camera itself from the connector cord and plugged it back in so maybe thatlll help \nHuman Agent: So you have parking lot camera connected to a different power adapter now? Is it plugged directly into a wall outlet?  Does it power on and show the indicator light now?\nCustomer: No\nHuman Agent: Unfortunately if the camera will not power on it is most likely defective.\nCustomer: Does your end still show it’s offline?\nHuman Agent: parking lot camera currently shows offline.\nCustomer: Ugh \nCustomer: It should show like it’s setting up now\nHuman Agent: You mean the camera indicator light is blinking green now?\nCustomer: Yes\nHuman Agent: okay great!  Blinking green means the camera is in setup mode.\nHuman Agent: Please click on the “+” icon on the phone app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: The other adapter connection cord went bad so I unplugged the “front door” and plugged parking lot into it and the green light was flashing\nHuman Agent: You will need to setup the camera to get it back online.\n\nPlease click on the “+” icon on the phone app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*"]
["Customer: What going on with your system \nI can't connect to my camera \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Your cameras are currently offline. Are they blinking green currently?"]
["Customer: Agent\nCustomer: Notifications not coming through even though they are turned on. They are turned on here & my phone.\nHuman Agent: There are a few reasons you may not be getting notifications. Are you there with the cameras at this time to troubleshoot them?\nCustomer: I am not. \nCustomer: I've tried unplugging them yesterday to see if that would work but unfortunately it didn't \nHuman Agent: Okay, I can try to sync and restart the cameras, but you would have to wait then until they detect motion to see if it will send a notification. You would also not want to be in the app as it would not send you a notification if you have the app open.\nCustomer: Okay thank you\nHuman Agent: There is also a 'cool down' period between motion alerts, so not every event prompts a notification. So that may be why you are not seeing some notifications that you expect or are not receiving a notification for every event.\nHuman Agent: If you tap on Events in the app, do you see motion alerts there?\nCustomer: I have received 0 notifications since yesterday but yes when I click it there are events \nHuman Agent: I have synced and restarted the cameras, so you can keep an eye on it and see if you get any more notifications. Also, double check the app permissions in your phone settings as there are specific permission settings in the app settings section of your phone settings.\nCustomer: Okay thank you for your help. I will double check again \nHuman Agent: You're welcome.\nCustomer: I checked everything but no notifications still how long should I wait\nHuman Agent: The camera will not send a notification until there is a motion event. So you may need to wait until it detects motion. You may want to troubleshoot it when you are with the cameras since you can intentionally create a motion event.\nCustomer: Like any reason why it would suddenly stop even though I haven't messed with the settings \nCustomer: Oh okay good to know"]
["Customer: Troubleshooting\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: Hi - one of my cameras stopped working and I can’t get it to reconnect are you able to add in your end with the id of the device?\nCustomer: D/static_file/94341f0054_1_20240925114812.png\nHuman Agent: That camera is showing offline currently. Can you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it back in.\nCustomer: Thanks yes \nCustomer: I actually have to go but will do this and come back on chat later thank you\nHuman Agent: You're welcome. Please contact us again when you have time and we would be happy to help get your camera back online and connected."]
["Customer: Set up\nCustomer: Solid red\nCustomer: Connect to WiFi \nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Agent \nCustomer: I can’t connect my cameras back to WiFi. \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you tell me the cameras Model and ID number? this will be on the cameras sticker and start with ZMD. \nCustomer: Ok\nCustomer: D/static_file/c2ae438763_1_20241217172103.jpg\nHuman Agent: Its too blurry to make out\nCustomer: Hello\nHuman Agent: Yes above I said \"Its too blurry to make out\"\nCustomer: Hi\nHuman Agent: Yes above I said \"Its too blurry to make out\"\nCustomer: D/static_file/d8e91239bb_1_20241217173227.png\nCustomer: Is that better?\nHuman Agent: Yes, let me look up the camera now, one moment\nCustomer: What I do now?\nHuman Agent: It looks like that camera may use the QWR code or the Zink setup. There is a test you can do to find out which one, you would unplug all the offline cameras then plug in only 1 (its important to unplug and plug it in) then you would get close while its flashing green and check the phones Wi-Fi settings to see if there is a network named ZMD_SAP if there is then that camera would use the Zink setup, if there is not and the camera can be seen flashing green then it would use the QR code setup instead. \nCustomer: Ok\nHuman Agent: Okay"]
["Customer: Live agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Hello \nCustomer: I have two camera i just subscribed but it keeps stop recording 5pm to about 6am\nCustomer: I have check all WiFi connection all works \nHuman Agent: What are the names of the two cameras, I will look them up on your account.\nCustomer: Driveway1 pilot \nDriveway 2 accord \nCustomer: It seems like it connect and you connect \nOnly 5pm to 6am \nCustomer: I have uninstalled the Zmodo app still same result \nHuman Agent: It looks like for both of those cameras they are connecting and disconnecting. Its not an issue with the app. Right now the camera DRIVEWAY1_pilot is offline, Can you take a looka t the lights on that camera to see what color they are and if its flashing or solid.\n\nCustomer: That one is flashing green \nCustomer: Also i used WiFi extension same result \nHuman Agent: For getting the cameras to use a Wi-Fi extender you would of had to reset the cameras then set them back up on the extender, did you do that before when you attempted to use the extender?\n\nHuman Agent: also how far away are the cameras from the router and are they inside or outside?\nCustomer: There both outside \nI used Wi-Fi extension same result \nCustomer: I have backyard2 cam even further still have connections \nHuman Agent: But when you sued the extender with these two cameras, did you reset them and connect them to the extenders network or only to the routers network?\nCustomer: They both connected to wifi router originally \n\nCamera will or should pic What Wi-Fi is near \n\n\nHuman Agent: With both of the cameras how far away are they from the router?\nCustomer: Not far \nCustomer: Like i said this only happens at 5pm to about 6am \nHuman Agent: You would have to set up the cameras on the extenders network for it to connect to that network. I need a length estimate for how far it is from the router.\nCustomer: It’s like once it goes dark outside it’s stops recory\nCustomer: About 20-25 feet \nRight now i unplugged the wifi extension \nHuman Agent: both cameras are going on and offline, not just dropping offline. What are the cameras plugged into for power? directly into a wall outlet or an extension cord?\nCustomer: White old camera used to be driveway2 accord \n\nIt was doing the same without the wifi extension \n\nSo bought new camera to replace it same result \n\nRight now old white camera is working fine inside house \n\nCustomer: All this started about a month and a half ago \nCustomer: I honestly dnt think it’s my wifi connection \nCustomer: It’s your software glitch \nCustomer: I have done everything on my half \nCustomer: Again white old camera used to be outside where driveway2accord is at \nIt was doing the same \nHuman Agent: Okay, If you brought both cameras inside close to the router and they didn't drop on and offline that would be a good way to test if its a camera issue or a network connection issue, would you be able to do that at all?\nCustomer: No not at the moment \nCustomer: But that doesn’t justify why it stops 5pm to about 6am \nHuman Agent: Based on what your saying it soudns to me like this is a network issue at that specific area, because two totally different cameras (old and new one) acted the same at that location but we would want to test and make sure its not a camera issue and to do that you would want to put the camera in a closer position to the router to see if it continues to behave the same as it is now or not.  \nHuman Agent: It does. At night time when the IR lights come on for the camera it does record more video, this means it needs a steady consistent connection to the network, if the network signal is weak at that time it can cause the cameras to drop on and offline. \nCustomer: I turn down the sensitivity low for that reason \nCustomer:  It sure that helps \nCustomer: May be because both are 1080p. Vs one two 720p camera \nHuman Agent: That wont solve this issue totally unfortunately, it sounds like you would want to try and get a stronger network signal to that area or try repositioning the cameras so they are in an area that gets a stronger signal. \nHuman Agent: Yes they do need a stronger network signal, 1080P cameras do use more upload speed then 720P network cameras. \nCustomer: If i turn off one camera you think that will work?\nCustomer: So it seems like it’s a 1080p night problem \nHuman Agent: The root of the issue causing this is the network signal in that area, if it were better the cameras would not drop offline during nighttime so that's what the issue is. \nCustomer: Old white cam was outside started going offline month half ago. So i dnt think i have issues with wifi \n\nOld white camera is 720p\nHuman Agent: Turning off only one camera wont help much for the actual network speed being an issue it will still drop on and offline. \nCustomer: So your saying i should upgrade my speed \nCustomer: I have also turn off night vision \nSame results \nHuman Agent: No, you don't have to upgrade. The issue is the networks signal , is not reaching that area where the cameras are with enough down/up speed consistently and the network speed thusly is too slow, you would want to get the cameras to a position where the signal is stronger so they do not drop offline you can try using the extenders again to push a network signal to help try and improve this, otherwise you would try to move the cameras instead. . You can try the test what we talked about earlier by bringing the cameras closer to the router to see if its a camera issue, but so far the issue sounds to me like its with the signal/network speed\nCustomer: I have backyard2 cam way further buts its a 720p\nCustomer: Wi-Fi extension same\nResult \nHuman Agent: Them being different as 720p and 1080P can make a difference but also They are not at the same location they may not be effected the same. These cameras however that we are troubleshooting with are not and are getting a weaker signal, it could be something in the environment effecting the Wi-Fi signal such as the buildings or any metal objects, Wi-Fi signal speed can drastically change even in short increments. \nCustomer: I’m paying 50 per cam per year I’m getting shitty ass results fix it \nCustomer: Or else I’m going to different brands\nHuman Agent: Its not a software issue at all, its a connection issue. \nHuman Agent: you will need to troubleshoot with the devices and your network to position them in an area with better signal speed. \nCustomer: I’m gona have to to find a god dam time for that \nThanks \nHuman Agent: Okay, have a good day."]
["Customer: Hi, one of my cameras was working perfectly and now it just says it’s loading but doesn’t show. I disconnected and connected it again, but still the same issue.\nCustomer: Camera is not loading\nCustomer: No\nCustomer: It is not  Showing a solid green light\nCustomer: -1\nCustomer: Speed operator\nCustomer: Speak to operator\nCustomer: Set up\nCustomer: Contact customer care\nCustomer: Where is a customer care agent button at?\nCustomer: OK, great\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 200161917509916\nHuman Agent: The Device ID will start with ZMD.\nCustomer: Zmd161917509916\nHuman Agent: Okay, some of those numbers are actually letters, but I think I found it. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it back in?\nCustomer: Zmd016j817509918\nHuman Agent: Are you having trouble with a second camera, as well?\nCustomer: No just that one \nHuman Agent: Okay, I was just asking because you sent a Device ID for a different camera. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it back in?\nCustomer: Yes \nHuman Agent: Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it back in?"]
["Customer: Troubleshooting\nCustomer: Camera not connecting to wifi\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. \n\nHuman Agent: Are you trying to set up Back door and Driveway currently?"]
["Customer: been using two small zomodo camras when away for a number of years, but today when I pluged one of them I get nothing , is there a reset or something the other one works fine\nCustomer: is there a number to call\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have any inbound calling, its only outbound calling which is done via scheduling. Are you wanting to schedule a call or get support via chat?\nCustomer: yes if possible a phone call\nHuman Agent: Okay, I will need your name, phone number to scedule the call.\nHuman Agent: also account email as well so they cna better assist you by pulling up the account.\nCustomer: BRUCE 518-636-7479\nCustomer: BSAUSVILLE@ROADRUNNER.COM  i HAVE A MINI CAMERA\nHuman Agent: I will also still need your name and phone number to schedule you. \nCustomer: BRUCE SAUSVILLE 518-636-7479\nHuman Agent: Soonest callback we have available is for 9AM central time on 12/30, does that work for you?\nCustomer: HOW ABOUT A CHAT THEN INSTEAD \nHuman Agent: Okay, when you look at the cameras lights what color are they and are they solid or flashing.\nHuman Agent: Also I think you may have Capitals stuck.\nCustomer: WHEN i PLUGED IT IN i GET NO LIGHT\nHuman Agent: while its plugged in can you cover the front and tell me if any red lights come on?\nCustomer: NOT GETTING POWER , IS THERE A RESET\nHuman Agent: If the cameras is not getting power a reset wont work, Can you try to change the cameras power cord with another one?\nCustomer: OK\nHuman Agent: Okay\nCustomer: WONT FIT , ONE CABLE IS BLACK THE ONE THAT DOESNT WORK IS WHITE\nCustomer: WONT FIT , ONE CABLE IS BLACK THE ONE THAT DOESNT WORK IS WHITE\nHuman Agent: The camera uses a male micro USB cord as your other mini camera. They are both the same, perhaps something is obstructing it or a pin is bent? you can try to look in and check. \nCustomer: I CAN GIVE YOU THE NUMBER ON ON THE ONE CAMBRA THAT DOESNT WORK\nHuman Agent: Sure I can confirm it is the same camera I looked up info for from your account.\nCustomer: OK I  WILL TRY AGAIN\nHuman Agent: Okay\nCustomer: OK THE CABLE IS BAD CAN YOU SEND ME A REPLACEMENT\nHuman Agent: The camera is out of the warranty period, we would not be able to replace the cord, you would have to purchase a new one yourself sadly.  \nCustomer: WILL AN IPHONE CABLE WORK\nHuman Agent: No, as I said earlier it takes a Male Micro USB connection.\nCustomer: HOW L ONG TO GET A NEW MINI CAMRA\nHuman Agent: That varies on the shipping, when ordering it will tell you how long its estimated to take the delivery for your area/\nCustomer: DO I ORDER ON THIS SITE\nHuman Agent: You would order on our website, im not sure what site you are contacting us from, you are contacting as a guest."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Agent \nCustomer: My camera named garage does not have any history since October 1st\nCustomer: Live view works\nHuman Agent: What do you see when you tap on Playback for that camera?\nCustomer: Let me try\nCustomer: I see the playback for today\nHuman Agent: You can tap on the Calendar icon at the bottom of the Playback menu and it will let you change the date that you are looking at.\nCustomer: That's good to know and that works. But why isn't the history being recorded like all the other cameras?\nCustomer: D/static_file/247ee65258_1_20241007161231.jpg\nCustomer: That's what shows in events. Not today.\nCustomer: All of the other cameras show today's date \nHuman Agent: Okay, so that just means it is not making events. I can sync and restart the camera and it should start making events.\nCustomer: Thank you \nHuman Agent: You're welcome."]
["Customer: Change network \nCustomer: 1\nCustomer: Won’t go to set up mode\nHuman Agent: Hello, you've reached customer care, my name is Kylie. When you look at the lights on the camera what color are they and are they solid or flashing?"]
["Customer: Set up\nHuman Agent: Hi my name is Wendy.  Front door camera shows offline.  Is this the camera you are needing help with?\nCustomer: Hi yes please \nHuman Agent: What color is the indicator light on the camera? and is the light blinking or solid?  The red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid.\n\nIf you cup your hands around the lens of the camera you can see the indicator light easier."]
["Customer: Pls reser my Porch Camera!\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I looked up your account and the Porch camera is currently offline, we cannot remotely reset a camera that is online unfortunately. If the camera is offline though it may be in setup mode. Are you able to take a look at the lights on the front of the camera and tell me what color they are and if they are solid or flashing?"]
["Customer: Why is my camera solid green?\nCustomer: It's connected to the power outputs it needs to be. Why is it still green?\nCustomer: My camera is just showing green and not pairing. What's wrong with it?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. If a camera is staying solid green, that generally implies it is not fully booting up. Do you have another power cable you could try with it? Can you also make sure it's not using an extension cable and is plugged directly into a wall outlet."]
["Customer: live agent\nCustomer: I have 5 cameras some of them are solid green some of them are blinking and i cant get to all of the cameras as they are mounted up high and suddenly there are not working on my application the ZMD id are \nCam1 : ZMD14KCDA281300\nCam2 : ZMD14KCDA277908\nCam3 : ZMD13ds83273626\nCam4 : ZMD13DS83273854\nCam5 : ZMD12LMCA000423\nlet me know what to do \nHuman Agent: If they are flashing green, then that means that they are ready for setup. Did you change your router. Wi-Fi name and password, or internet provider recently?\nCustomer: nothing is changed \nCustomer:  i am tring to do the setup using qr code and it is also not working \nHuman Agent: Alright, then lets start with one of the cameras. Which camera do you want to start with?\nCustomer: but just to let you i know i cant access all of the cameras as they are mounted up high\nHuman Agent: That is fine. We can work on one of the cameras you can access. Could I have the Device ID of the camera you can reach that you want to start with?\nCustomer: ZMD14KCDA281300\nCustomer: this one will work \nHuman Agent: Thank you. Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: ok giver me a moment \nCustomer: give*\nCustomer: solid green\nHuman Agent: Is the light still solid green? Or has it changed to flashing green?\nCustomer: still solid\nHuman Agent: Alright, it should changed, so that indicates a power issue with the camera. Is the camera plugged in with an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: extension code currently \nHuman Agent: Can you try plugging the camera in directly to a wall outlet? \nHuman Agent: If it still does not change to flashing green after a minute, then you would want to try another power adapter.\nCustomer: ok let me try"]
["Customer: This camera that I recently purchased, the one on the cloud service, has been a crappy camera from day one. It won’t work at all now the last recording was 11.30 on the 21st.\nCustomer: -1\nCustomer: I’ve tried all the above ideas \nCustomer: I would like it replaced \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I would have to get out my ladder to accomplish this \nHuman Agent: Which camera on your account are you having trouble with?\nCustomer: The one connected to the cloud service \nHuman Agent: It looks like that camera goes online and offline frequently. That is typically caused by network connection issues. There are a few things that can cause that. First, can you doublecheck that the antenna is screwed in securely to the camera?\nHuman Agent: The other things that typically cause network connection issues are going to the the upload bandwidth and the signal strength at the camera.\nHuman Agent: You can test the upload speed of the Wi-Fi network that the cameras are connected to. Make sure that your phone is connected to the same 2.4 GHz network that the cameras are connected to. You can use this website https://fiber.google.com/speedtest/ to test the speed of your network. It will test a download and then an upload speed.\nCustomer: Ok I have tried all that but I will try again \nHuman Agent: To test signal strength, you can download an app on your phone. If you are using Android, then you will want to download an app called Wifi Analyzer. If you are using iOS, then you can download an app called Airport Utility. You can use these apps to test the signal strength from your Wi-Fi near the cameras.\nCustomer: Ok\nHuman Agent: Did you check the antenna that you screw in to the camera? Is it screwed in securely?"]
["Customer: I can’t connect my camera after changing the WiFi network \nCustomer: Still not working \nCustomer: Need agent\nCustomer: Troubleshooting\nCustomer: Agent\nCustomer: Agent \nCustomer: Agent \nCustomer: I used the same procedure to delete and reconnect with new network for 6 cameras. Only for 3 of them I could NOT connect \nCustomer: How do I perform a factory reset\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you send me the cameras Model and ID number so I can look up what setup they take, the ID will start with ZMD\nCustomer: How do I reset the camera\nHuman Agent: I need the cameras Model and ID number first to look up anything. \nCustomer: D/static_file/eed5df8a76_1_20250103130635.jpg\nCustomer: Ok?\nHuman Agent: Yup I got the ID number. \nCustomer:  I also have another one with the same pattern \nHuman Agent: This cmaera does not have an external reset at all, the only setup it will take is the QR code setup\nHuman Agent: the ID would be different on each camera, if you send the other cameras ID number I can check what setup it takes.\nCustomer: D/static_file/7c6777fe18_1_20250103131048.jpeg\nHuman Agent: One moment\nCustomer: Both were deleted from the system, and now something doesn’t let them connect again \nHuman Agent: That camera also only uses the QR setup and has no external reset.\nCustomer: Why the system doesn’t let them connect? It worked fine with the other 4 cameras \nHuman Agent: Are you able to reboot both of the cameras then go through the setup and let me know how the lights on the camera react to the setup, I would need to know the color and if it is flashing or goes solid at any point. Also when doing the setup try holding the code different distances, try at 6,8, and 10 inches away for a minute each to see how it reacts. If it still fails the setup take a screenshot of the QR code and send that to me to review.\nCustomer: I tried all of these!\nHere’s the screenshot \nCustomer: D/static_file/2c7d80d427_1_20250103131635.png\nHuman Agent: When you hold the code infront of the cameras what color are the lights and are they flashing or solid?\nCustomer: The light first start green than flash green, then flashing blue, than solid blue. But not connecting \nHuman Agent: If the camera is turning a solid blue that means it is connecting to something, are both cameras plugged in and solid blue right now?\nCustomer: Yes, but just one at the time\nHuman Agent: Can you plug both in for me, I want to see if either of them show as online on my end or not.\nCustomer: Both solid blue now\nCustomer: D/static_file/078a5bcc19_1_20250103132404.jpeg\nHuman Agent: Okay, I dont see either of those cameras online so whatever they are connecting to they are not being gives acess to internet. Do you still have the old router or any wifi extenders pushing out the old network at all?\nCustomer: Yes\nHuman Agent: Okay try unplugging those and see if the camera's go to flashing, if they do then you can try the qr setup with them again to try and connect them to the new network,\nCustomer: Ok\nCustomer: They started flashing green again \nHuman Agent: Okay go through the QR setup now.\nCustomer: Ok\nHuman Agent:  Okay\nCustomer: It worked. Thank you \nHuman Agent:   Great no problem have a good day."]
["Customer: Hello I was wonder why I can’t talk through my cameras? When it says I can. I tried several times and I wanna get the monthly deal but now I’m not wanting it because I can’t talk through the cameras I use it to talk to my kids or when someone’s knocking on my door \nHuman Agent: Hello, my name is Grant. The cameras on your account are the Zmodo Outdoor 1080p Wi-Fi cameras. Those cameras do not have audio features on them, so they do not have a microphone or speakers on them."]
["Customer: My Camara want update \nCustomer: -1\nCustomer: Live agent \nCustomer: My Camara want update date it keeps failing \nCustomer: 1\nHuman Agent: Okay, if the camera is not updating through the app, then it may be an issue with the app. Can you uninstall the app and reinstall the app and then try updating the camera again?\nCustomer: I did \nHuman Agent: I can try to push the update from my end, but if that does not work, then you will want to try uninstalling and reinstalling the app again.\nCustomer: I tried to uninstall and install back did not work\nHuman Agent: I just synced and restarted the camera and once it reboots, try the update again, but do it through the device settings and not the live video on the camera. \nHuman Agent: Tap on Settings next to My Devices. Tap on the camera you want to update. Tap on the three dots in the top right corner. And then tap on Device Version."]
["Customer: hu\nCustomer: my device isn’t connecting\nCustomer: how do i do that\nCustomer: i can’t connect my camera\nCustomer: my camera is solid green not blinking \nCustomer: i tried that and it didn’t work\nHuman Agent: Hello, my name is Grant. If the light is solid green and does not change after a minute, then that means that there is a power issue. Is the camera plugged in to an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nHuman Agent: I also want to let you know that the Live Chat support will close in 9 minutes. If we run out of time, then I will send you an invitation to schedule a callback appointment.\nHuman Agent: The Live Chat support is closing for the evening. You can tap on Schedule Call if you would like to make a callback appointment.\nHuman Agent: The Live Chat support is closing for the evening. You can tap on Schedule Call if you would like to make a callback appointment."]
["Customer: Mira is me again with the zmodo greet issue \nCustomer: This conversation it keep cutting of\nCustomer: Customer Care Agent \nCustomer: Zmodo don't record event it was working untill 2day ago no more event recording the camera inside is working fine just having trouble with the greet\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I was assisting you before, Now that you draines the doorbell of power, put it back on the bracket and watch the lights, tell me how it reacts, the lights should go solid green, then flash green, then it may flash blue and go solid blue ir it may flash green and then blue back in forth, just watch the lights for around a minute then let me know\nCustomer: Going to see\nCustomer: Is no light\nHuman Agent: Okay, can you press the doorbell button and watch the light on it and tell me if it reacts at all?\nHuman Agent: you dont have to press and hold it this time, jsut press it like if you were trying to ring the doorbell\nCustomer: I press the bell it sound and alert came on my cell to ging\nCustomer: Do I need to take face out\nCustomer: No light \nHuman Agent: No, it jsut sounds like the blue light on your camera is dark and hard to see, it doesn't mean anything is wrong, its just a really dark blue. \nHuman Agent: Can you click on the alert and tell me if you are able to view it properly?"]
["Customer: Troubleshooting\nCustomer: My cam isn’t working\nCustomer: I see green light\nHuman Agent: Hi my name is Wendy.  Cameras named MRcam1 & MRHouse show offline.  Are the green lights blinking green? or solid green?\nCustomer: Green light\nCustomer: One is green and other is red light \nHuman Agent: The green light you see is it blinking green or solid green?\nCustomer: Blinking green\nHuman Agent: okay blinking green means the camera is in setup mode.  you will need to set the camera up again to get it back online.  When the camera is connected to your network the indicator light will switch to solid blue\nHuman Agent: are you using the Zmodo app?\nCustomer: Yes I’m using Zmodo app\nHuman Agent: Zmodo QR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n***The camera should be next to your router during setup, 5ft or less to your router***"]
["Customer: I can’t connect my cameras to the Wi-Fi \nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\n\nCustomer: I have the QR code up but the camera will not respond \nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\nCustomer: Ok hold on \nHuman Agent: ok\nCustomer: Zmd1315f8000126\nHuman Agent: ZMD13I5F8000126 \nHuman Agent: what color is the indicator light? and is the light blinking or solid?\nCustomer: Solid \n\n\nHuman Agent: solid green or solid blue?\nCustomer: Green \nCustomer: Up top it’s blue \nHuman Agent: Could you please unplug the camera from power? Let me know when it has been unplugged.\nHuman Agent: okay you are seeing a solid blue light?\nCustomer: Yes inside the very top \nHuman Agent: are you wanting the camera connected to albrown420@yahoo.com?\nCustomer: Yes I have 3 cameras \nCustomer: All are down \nHuman Agent: ZMD13I5F8000126 is now connected to your account.  What are the other 2 device IDs?\n\nIf you refresh the app or log out and back in again you will see ZMD13I5F8000126 on your account.\nCustomer: Ok other device is \nCustomer: Zmd13huf8001453 \nCustomer: I have to go upstairs to get the third camera please wait \nHuman Agent: ZMD13HUF8001453 what is the indicator light doing on this one? \nCustomer: Green flashing \nHuman Agent: You will need to set ZMD13HUF8001453 up again to get it back online.  This one uses Zink setup\n\n\nHuman Agent: Zmodo ZINK setup instructions:\n-First go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n-Then turn off mobile data for your phone.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup. Please remain within 5 feet of the camera for the entire process.\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have a tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.  Follow the in-app instructions to complete setup.\n\nCustomer: These one and the third one are on a different Wi-Fi extender can they be disconnected from this work and then work still \nHuman Agent: If the indicator lights are blinking green they are not connect to your network so they would need to be setup again to get them online.\nCustomer: I understand \nCustomer: I going out to get the third camera I’d number for you \nHuman Agent: ok\nCustomer: Zmd15fhda221645 \nHuman Agent: ZMD15FHDA221645 is this one blinking green?\nCustomer: Green no flash\nHuman Agent: Solid green can indicate a power issue.\n\nIs the camera connected directly into a wall outlet, a power strip, a surge protector, or an extension cord?\n\nIf you are using a power strip, surge protector, or extension cord, please unplug from that, plug the camera in directly to a wall outlet with the original power adapter. \n\nCustomer: It’s power strip yes \nHuman Agent: please unplug from that, plug the camera in directly to a wall outlet with the original power adapter. \nCustomer: Ok \nHuman Agent: if its still solid green after plugging in to a wall outlet try using a different working 5v 1a micro usb power adapter, to see if that will get the indicator light to start blinking green or switch to solid blue"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.  All 6 cameras show offline.  Did you get a new router? or update your wifi name or wifi password?\nCustomer: Because there all showing offline, I’m trying to update \nHuman Agent:  Did you get a new router? or update your wifi name or wifi password?\nCustomer: Not that I’m aware of \nHuman Agent: What color are the indicator lights on the cameras? and are the lights blinking or solid?\nCustomer: The color is green and blinking \nHuman Agent: blinking green means the cameras are in setup mode.  You will need to setup the cameras again to get them back online.\nHuman Agent: All 6 cameras can use QR code setup.\nHuman Agent: Zmodo QR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n***The camera should be next to your router during setup, 5ft or less to your router***\n\nCustomer: The cameras were already set up and functioning and I wasn’t aware that they are not working \nHuman Agent: The cameras currently show offline.  You will need to set them up again to get them back online\nCustomer: Unfortunately I don’t know how to do it \nHuman Agent: Here are the setup instructions:\n\nZmodo QR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n***The camera should be next to your router during setup, 5ft or less to your router***\nCustomer: Would it be necessary to take down the cameras to follow set up instructions? I am 84 years old and probably shouldn’t be doing that.\nHuman Agent: You can try setup where the cameras are mounted but if you have trouble getting them setup moving the cameras next to your router can help get the cameras setup.\nIt may be safer as well doing setup on the ground.\nCustomer: Thanks Wendy, I guess I’ll have to get a more agile and knowledgeable person to do that.\nHuman Agent: you're welcome!\nCustomer: Blessings!\nHuman Agent: Thank you! You too"]
["Customer: Cameras not working. \nCustomer: Cameras not working. \nCustomer: Cameras not working \nCustomer: Cameras not working \nCustomer: Cameras not working \nCustomer: Cameras not working \nCustomer: Further assistance \nCustomer: Further assistance \nHuman Agent: Hello, my name is Grant. The three cameras on your account are offline, which means they do not have internet access. Are you there with the cameras to troubleshoot them?\nHuman Agent: Hello, my name is Grant. The three cameras on your account are offline, which means they do not have internet access. Are you there with the cameras to troubleshoot them?\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Cameras not working \nCustomer: Cameras not working \nHuman Agent: Is this a new camera or one you had setup befroe?\nHuman Agent: Is this a new camera or one you had setup befroe?\nCustomer: Setup before\nCustomer: Setup before\nHuman Agent: We will be closing at 6PM central time which is in 8 minutes. I can continue to assist you until 6 PM CT Via chat, I can send you the call scheduler or I can also follow up via email if you prefer, what would you like to do?\n\nHuman Agent: We will be closing at 6PM central time which is in 8 minutes. I can continue to assist you until 6 PM CT Via chat, I can send you the call scheduler or I can also follow up via email if you prefer, what would you like to do?\n\nCustomer: Continue to assist \nCustomer: Continue to assist \nHuman Agent: Okay, when it becomes 6PM do you want me to send the call scheduler or an email to you at that time? \nHuman Agent: Okay, when it becomes 6PM do you want me to send the call scheduler or an email to you at that time? \nCustomer: Call scheduler \nCustomer: Call scheduler \nCustomer: Cameras keep saying they’re loading, but never connect and then say unable to connect\nCustomer: Cameras keep saying they’re loading, but never connect and then say unable to connect\nHuman Agent: Okay, when you look at the lights on the camera what color is it and are they solid or flashing? \nHuman Agent: Okay, when you look at the lights on the camera what color is it and are they solid or flashing? \nCustomer: Red and solid \nCustomer: Red and solid \nCustomer: They haven’t worked since right before 2 pm \nCustomer: They haven’t worked since right before 2 pm \nHuman Agent: Normally the Red lights are the night vision lights, are you able to see any Green or blue lights if you look?\nHuman Agent: Normally the Red lights are the night vision lights, are you able to see any Green or blue lights if you look?\nCustomer: I am not \nCustomer: I am not \nHuman Agent: Okay, are you able to reboot the camera by unplugging and plugging it in then see how the lights react to see if there are any blue or green lights. \nHuman Agent: Okay, are you able to reboot the camera by unplugging and plugging it in then see how the lights react to see if there are any blue or green lights. \nHuman Agent: Okay, \nHuman Agent: Okay,"]
["Customer: Troubleshooting\nCustomer: My camera is not Working and just keeps Telling me poor connection\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you referring to the camera on your account? It looks like it was offline until a short bit ago, but is now online. Is it working for you now?"]
["Customer: None of my security cameras are letting me view. It says that something and it won't let me view anything from last night. What's going on with my security cameras\nCustomer: Can I talk to a real life person please\nCustomer: Can I have a phone number to call and talk to life person please\nHuman Agent: There is not a phone number to call in to, but we can schedule a callback. Tap on Schedule Call to make a callback appointment.\nCustomer: Why does it say limited to time? Basic storage on all of my cameras\nHuman Agent: At what point does it say that in your app? Can you send a screenshot of the issue you are seeing?\nCustomer: How does it say limited? Time for basic alerts cloud starts free trial. Now what's going on with the security cameras? Thank you\nCustomer: D/static_file/2c8c9348c8_1_20250226094218.jpg\nCustomer: Why am I seeing this on my security cameras\nHuman Agent: The alerts are only stored for a short time without a subscription plan. That is all that the message is saying.\nCustomer: Okay, so my cameras are alright. I don't have to have a subscription. Then. Is that what you're telling me\nHuman Agent: You do not need a subscription for the cameras. You can continue to use the cameras as you have been."]
["Customer: Troubleshooting\nCustomer: Camera's not working \nHuman Agent: Hi my name is Wendy.  Are you needing help with your mini indoor cameras named camera1 and camera2?\nCustomer: It says that it's not supposed by 5G\nCustomer: Yes\nHuman Agent: that is correct.  Your phone should be connected to 2.4GHz wifi for setup\nHuman Agent: Are the indicator lights on both cameras blinking green right now?\nCustomer: No  both are blue\nHuman Agent: blinking blue or solid blue?\nCustomer: Solid blue at the moment \nHuman Agent: Do you have more than 1 router at the location?\nCustomer: No\nHuman Agent: Solid blue means the cameras are connecting to something on your network.  Do you have an wifi boosters or wifi extenders that the cameras may be connected to?\nCustomer: No, not that I'm aware of\nHuman Agent: Please unplug your router from power.  When the router is unplugged check if the indicator lights on the cameras start blinking green\nCustomer: It goes from solid blue to flashing blue to flashing green. It's been doing that for weeks now \nHuman Agent: okay the indicator light is now flashing green/blue? or did the indicator light switch to solid blue after the router was plugged back in?\nCustomer: It is flashing green. And back to flashing blue\nHuman Agent: okay if the indicator lights flash green and blue the camera is in setup mode.  Both cameras use QR code setup.\n\nQR code instructions: \n\nIf the indicator light on the camera is blinking, that means it is ready to be setup. \n\nPlease click on the “+” icon on the phone app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: Still not working \nHuman Agent: Where do you get stuck in setup? If possible provide a screenshot\nCustomer: It will not connect \nHuman Agent: Do you get far enough in setup to enter your wifi info? or where do you get stuck?\nCustomer: I entered the wifi information \nHuman Agent: Does it make you enter the wifi name & password? or just the password?\nCustomer: Just the password \nHuman Agent: Could you please go to your phone's wifi and forget the 2.4GHz wifi that you are connected to? then reconnect to it.   This will make you re-enter your wifi password to connect to it again.\n\nThen go through setup again.  Make sure to enter the wifi password carefully it is case sensitive.\nCustomer: It still is not working \nHuman Agent: You forgot the 2.4GHz wifi and reconnected to it?\nCustomer: I did\nHuman Agent: Could you please go through setup again and screenshot the QR code that the app displays and attach that here?\nCustomer: Ok\nCustomer: D/static_file/9c1af32fbb_1_20250120143958.jpg\nHuman Agent: For your display, change it to a white background.  Sometimes cameras can see the QR code easier with a while background instead of black.\n\nThe wifi your phone is connected to is 2.4GHz wifi right? Just making sure.\nCustomer: No it is 5G\nHuman Agent: Please connect to 2.4GHz wifi instead.  Zmodo wifi cameras can't connect to 5GHz wifi\nCustomer: That's what I don't know how to do\nHuman Agent: If you don't know if you have a 2.4GHz wifi channel setup yet on your router you can contact your internet service provider or router manufacturer for help getting that setup."]
["Customer: Troubleshooting\nCustomer: Camera just stopped working \nCustomer: Troubleshooting\nCustomer: Not that \nCustomer: Camera stopped working \nCustomer: I’ve tried that and still does not work. \nCustomer: Still have problems \nHuman Agent: Hello, you've reached customer care, my name is Kylie. When you looks at the lights coming from the caemra what is the color and are they flashing or solid?\nCustomer: Doesn’t show any color\nCustomer: I have 4 cameras but only 1 stopped working. \nHuman Agent: Okay elts try doing a quick test, can you try covering the front of the camera to make it dark as you can then while keeping it dark peak to see if any Red lights turn on?\nHuman Agent: Let me know if the red light came on or not.\nCustomer: No\nCustomer: No red light \nHuman Agent: Okay that means the camera is not getting any power. Can you try swapping this cameras cord with one of the workign cameras to see if that causes a reaction with the lights?\nCustomer: Yes I can try\nHuman Agent: Okay, let me know how it reacts for you after you try. \nCustomer: I can’t reach to switch the cords, just able to unplug the whole power strip since it’s in the wall. I tried that multiple times yesterday with no luck \nCustomer: It’s working now, I guess the cats hit the cord and it came unplugged \nHuman Agent: Okay, do you perhaps have a spare micro USB cord in the house? Allot of electronic devices such as old android phones and other electronics use the same type of connector. \nHuman Agent: Okay thats perfect! If you have anymore trouble with it staying online like this feel free to contact us again for support.\nHuman Agent: Is there anything else I can assist you with today before we go?"]
["Customer: I need to talk to some one on the phone \nCustomer: Agent\nCustomer: Hello\nCustomer: Trouble adding camera\nCustomer: Added 2 and now the last one it say unable to connect to zmd \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Is the last one your camera named Side?"]
["Customer: Troubleshooting\nCustomer: Can't connect at all any connect a camera after updating internet\nHuman Agent: Hi my name is Wendy.  The cameras will need to be setup to the new wifi info.\nHuman Agent: Are the indicator lights on the cameras blinking green right now?\nCustomer: Yes\nCustomer: I've tried all methods and it's still not responding \nHuman Agent: You will need to setup the cameras again to get them back online.  \n\nZmodo QR code instructions: \n\n-First go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n-Make sure your phone is connected to 2.4GHz wifi.\n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\n***The camera should be next to your router during setup, 5ft or less to your router***\n\nHuman Agent: All of your cameras except carport use QR code setup.  Carport camera uses Zink setup\nCustomer: I still have green flashing lights\nHuman Agent: flashing green means the cameras are in setup mode.  You will need to set them up to get them back online.  When the cameras connect to your network the indicator lights will switch to solid blue\nHuman Agent: Zmodo QR code instructions: \n\n-First go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n-Make sure your phone is connected to 2.4GHz wifi.\n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\n***The camera should be next to your router during setup, 5ft or less to your router***\nCustomer: I'm on zmd wifi\nHuman Agent: Which camera are you setting up right now? what is the name or device ID?"]
["Customer: Troubleshooting\nCustomer: agent \nCustomer: okay \nHuman Agent: Hello, you've reached customer care, my name is Kylie.  It looks like your having some trouble with there setup, are you trying to set up a new camera or reconnect a device that was online/setup in the past?\nCustomer: reconnected device that was online in the past\nHuman Agent: Okay, I will need to look up the device to know what setup options it will take, can you send me the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid. \nCustomer: where do I find that?\nHuman Agent: It will be on the camera directly, there will be a sticker on the bottom or back of it with the info.\nCustomer: okay one second I will send \nCustomer: D/static_file/5dc74115cc_1_20250224115412.jpg\nHuman Agent: Okay perfect, One moment while I look up this device.\nCustomer: okay \nHuman Agent: For this camera it uses the QR code setup. There's a few things I am going to have you do first though before I walk you through that setup. First when you look at the front of this device while its off the bracket do you see any lights on, or If you do not see any lights when you press the ring button does it make the doorbell ring at all? (if you do see lights let me know as well)\nCustomer: when I press the button it turns green \nCustomer: after pressing the button, that device does not light up any colour after it turned green\nHuman Agent: Okay, while it is off the bracket I want you to press and hold the doorbell button until the light goes out, then once that occurs slide it back onto the bracket again.\nHuman Agent: Once the device is flashing green just let me know then I will send you the QR setup directions to try with it.\nCustomer: it only flashes green when I remove it off the mount and place it back on\nCustomer: there is no colour currently\nHuman Agent: Okay, put the doorbell back on the bracket now, and let me know once it is flashing green, it will turn solid green at first, that is normal.\nHuman Agent: Are you meaning that the light is going out when it's on the bracket?\nCustomer: hello?\nHuman Agent: Yes, I said \"Are you meaning that the light is going out when it's on the bracket?\"."]
["Customer: agent\nCustomer: yes i am here\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?\n\nCustomer: cameras still won't work could it be caused by a new debit card\nCustomer: yes\nHuman Agent: Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: I need help connecting my cameras to the internet please\nHuman Agent: Hi my name is Wendy.  Basement & deck show offline.  Are these the 2 cameras you are needing help with?"]
["Customer: Live support \nCustomer: Agent\nCustomer: Can u guys check in your end my camera status it's not loading up after update\nCustomer: Ty\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I'll have to bring them down and text back in later there mounted\nHuman Agent: Alright. Two of the cameras on your account are showing offline, so your would need to be with the cameras to troubleshoot them. You would want to look at the light in the camera and potentially setup the camera to the Wi-Fi network depending on the status of the camera."]
["Customer: Troubleshooting\nCustomer: My cameras aren’t working \nHuman Agent: Hi my name is Wendy\nHuman Agent: Any change to your router or did you update your wifi name or password?\nCustomer: WiFi password \nHuman Agent: The cameras will need to be setup again to the new wifi info.  Are the indicator lights on the cameras blinking green right now?\nCustomer: No\nHuman Agent: What color are the indicator lights on the cameras? and are the lights blinking or solid?  \n\nthe red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid\nCustomer: No color\nHuman Agent: Cup your hands around the lens of the camera to see the indicator light easier.\nHuman Agent: If still no lights please unplug the camera and plug it in to a different working wall outlet. (no extension cords, power strips, or surge protectors)  just the camera plugged in with a working 5v 1a micro usb power adapter"]
["Customer: I'm trying to connect my camera back I don't know how\nCustomer: I did not install someone installing them for me\nCustomer: I did not install them\nHuman Agent: Hi my name is Wendy\nCustomer: My name is Joe\nHuman Agent: Camera ZMD19A4IH502479 Front yard shows offline.  is this the camera you are needing help with?\nHuman Agent: Hi Joe\nCustomer: Yes\nHuman Agent: Is the indicator light on the camera blinking green right now?\nCustomer: And plus I want to pay my bill if I can no I don't see anything\nHuman Agent: Paid cloud plans are optional not required.  Please let me know what color the indicator light is on the camera and is the light blinking or solid\nCustomer: I don't see a light on at all\nHuman Agent: could you please try plugging the camera into a different wall outlet to see if it will power on\nCustomer: Ok cool \nCustomer: Now yeah I plugged in someone else\nHuman Agent: okay do you see an indicator light now? green or blue that is blinking or solid?\nCustomer: No \nCustomer: It might have something to do with my phone I don't know how to work it\nHuman Agent: Could you try using a different power adapter?\nCustomer: Ok \nHuman Agent: 5v 1a micro usb\nCustomer: I got it plugged up somewhere else l\nHuman Agent: okay do you see an indicator light now? green or blue that is blinking or solid?\nCustomer: I see a green light on now\nCustomer: It blinking\nHuman Agent: okay good.  blinking green means the camera is in setup mode.\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*"]
["Customer: How to turn on camera sound audio\nHuman Agent: Hello, my name is Grant. The cameras on your account are the Zmodo 1080p Indoor/Outdoor Wi-Fi cameras. Those cameras do not have 2-way audio features. That is why the microphone and speakers are greyed out on your app.\nCustomer: How to turn on camera audio\n\nCustomer: Ok thanks \nHuman Agent: You're welcome."]
["Customer: I have one camera that isn’t working\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Is there an easier way to test if the camera is bad or good?\nCustomer: I will try that tonight when I get home thank you so much\nHuman Agent: Okay if you still have issues please let me know."]
["Customer: we have been trying to speak to a service tech rep for days for help with our cameras not working\nCustomer: need to speak with a real person\nCustomer: not AI\nCustomer: please have r\nCustomer: tech support call 321 385 9600\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? I'd be happy to help you here now, otherwise you may also schedule a call for a later time via the link to schedule a call. \nHuman Agent: Actually, I apologize, I cannot send the link since this is a guest. I would need to manually schedule it. One moment. \nHuman Agent: We have callbacks Mon-Fri 9am-12pm and 1pm-5pm CT in 1 hour blocks where an agent would call sometime within that hour. For today, the remaining slots are 2-3, 3-4, and 4-5pm CT. If you would like a callback, please let me know a good date and time along with an email to reach you on as well. We would also need a description of the issue you need assistance with. \nCustomer: Dillon please contact Grant at 3213859600\nCustomer: grant@flkeylimepies.com\nHuman Agent: What timeslot and date would you like the callback and what is the issue you need help with? \nCustomer: All our cameras are not working and due to outages we are having to sign in as a guest\nCustomer: Call this afternoon please\nCustomer: We have been trying you for days\nCustomer: again the number is 321 385 9600\nHuman Agent: I'm unsure what you mean, we are not having any outages that would cause you to have to sign in as a guest. I've scheduled a callback between 2 and 3pm then where an agent, likely me, will call you within that hour. \nCustomer: I am talking outages in our area due to Hurricanes here in Florida. Outages meaning internet and wifi which has now been restored.\nCustomer: What we need is to reset our system. We have tried all your suggested methods to no avail.\nHuman Agent: Okay, if you have internet access you should be able to log into your account via your phone app. Once we're on the phone I'll need to look up your account (or if you provide it here I can start looking into it) and can provide you information on how to set your devices back up and help walk you though that. \nCustomer: I am on my phone app but am at another location not near cameras\nHuman Agent: You would need to be at the location of the cameras to troubleshoot them if they are offline. \nHuman Agent: As offline devices are not connected to the internet and so we would have no way to communicate with them. If you provide the account I can look it up to confirm they are indeed offline, but you would need to be at the location to either set them up or troubleshoot. \nCustomer: That would not possible at the moment. Are you not able to remotely look at our system?\nCustomer: It is The Florida Key Lime Pie Company\nHuman Agent: As I mentioned if the devices are offline, we would have no way to communicate them. If you provide the account I can look it up to confirm they're offline and let you know what you'd likely need to do once there, but devices would need to be connected to the internet for us to be able to do anything directly from our side. \nCustomer: The account is \"The Florida Key Lime Pie Company\"\nHuman Agent: Accounts would typically be under either an email or a phone number (neither of the ones you've provided so far seem to be tied to an account). You can also check your \"Account Number\" in the app by going to the Me section of the app, tapping your profile icon in the top middle, and checking the account number listed there. \nCustomer: phone 321 385 9600 email sales@flkeylimepies.com\nHuman Agent: With it being the time of your callback now and me not having other chats at the moment, would you like me to go ahead and call you now?\nCustomer: yes when tapped sales@flkeylimepies.com\nCustomer: yes please\nCustomer: you will be speaking to Grant\nHuman Agent: Okay, calling now. \nCustomer: thank you!\nCustomer: My name is Louis\nCustomer: I am the owner Grant is the Manager\nHuman Agent: Okay, it sounds as though they are there, but do not have the app. I'm first having them restart the devices and will see if that resolves it, but if not they would need the app to set them up. The call randomly has dropped though so I will be calling them back. \nHuman Agent: It does look like them restarting the cameras (unplugging and plugging them back in) is working as I'm seeing some start to come back online. \nHuman Agent: They're currently finding where the rest are plugged in to do that with the others, but the two they've restarted are back online (CH4 and CH6)."]
["Customer: One of my cameras are pink \nCustomer: The view is pink \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Is the camera plugged into some form of extension cable currently?"]
["Customer: Set up\nCustomer: All my camaras stop working. \nCustomer: Already did. They all on but I can't see anything.\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are they blinking green currently?"]
["Customer: Do u know if my camera are not connected to wifi\nCustomer: 1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It does look like they're all offline. Are their indicator lights blinking green?"]
["Customer: How to turn sound on\nHuman Agent: Hello, my name is Grant. The cameras on your account are the 1080p Outdoor Wi-Fi cameras and those cameras do not have audio."]
["Customer: None of that worked\nCustomer: Ok\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Are you needing help with outside camera & outside camera 2?\nCustomer: Just want the camera tot work. Updating takes long or says don’t update there was a problem. Tried 3 times. Unplugged one. That didn’t work either \nCustomer: Both cameras\nHuman Agent: What color are the indicator lights on the cameras? and are the lights blinking or solid?\nHuman Agent: The cameras need to be online in order to update the firmware.  both cameras show offline right now \nCustomer: Don’t see a light on either one\nHuman Agent: the indicator light is inside the lens of the cameras.  cup your hands around the lens to see the indicator light easier.\nHuman Agent: If they still show no lights please unplug the cameras from where they are, plug them into different wall outlets or try using different working 5v 1a micro usb power adapters to power the camreras\nCustomer: One is blinking green\nHuman Agent: okay good. blinking green means the camera is in setup mode.  You will want to set it up again to get it back online\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: When I open the Home Screen the cameras are on. There just trying to update   So how do I get to that icon \nHuman Agent: On the home screen you have to tap on the +sign in the upper right corner\nHuman Agent: then choose QR code to start the setup process.  The cameras need to be setup again because they are offline\nHuman Agent: D/static_file/f6c2ea72ba_1_20241114141523.png\nCustomer: My screen don’t look like that\nHuman Agent: Make sure your smartphone is connected to 2.4GHz wifi then on the Smartz app tap on “Devices”, scroll down and tap on “Add device”.  Follow the in-app instructions to complete your setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n***The camera should be next to your router during setup, 5ft or less to your router***"]
["Customer: Troubleshooting\nCustomer: Why aren’t my cameras working \nHuman Agent: Hello, you've reached customer care. My name is Grant. There are several potential reasons the cameras could be offline. Are you there with the cameras at this time to troubleshoot them?"]
["Customer: Set up\nCustomer: Agent\nCustomer: Agent\nHuman Agent:  Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Thanks \nCustomer: My Legacy pivot is unable to connect. I was just chatting with an individual \nCustomer: Is that chat history saved?\nHuman Agent: Yes, we can review previous chat history, I reviewed yours just now. \nCustomer: Thanks. I just tried the z link and received a failure error message \nCustomer: My router credentials were not accepted \nHuman Agent: Did the failure message pop up on the page where it asks you for the wifi name and password, or on the page after that \nCustomer: Same page \nCustomer: It asked for SSID and password \nCustomer: But creds were not accepted. \nCustomer: My router is dual band but uses smart assign technology. \nHuman Agent: Okay, Try refreshing the phoens connection to that network, to do that go to your phones wifi settings, connect to the network, click the settings gear or the i icon then choose to forget the network, after you forget it reconnect again, then connect back to the ZMD_SAP network and start the zink setup over again\nCustomer: It’s a new router. What will that extensive exercise confirm?\nHuman Agent: It would reconnect your phones connection to the network coming from the router, it doesnt mater if its a new or old router for this troubleshooting step, Doing this action can help with the zink setup when this specific error occurs.\nCustomer: This time the failure message popped up right away \nCustomer: Like it didn’t even retry. I did connect to router, forget, then reconnect \nCustomer: The device was working fine until I got the new router. Now I can’t connect. \nCustomer: I tried both the factory default password and my newly assigned password \nHuman Agent: Okay, the password its asking for is the password for the network, if you forgot the network and reconnected to it, whatever password you used to do that is what you would use in the setup. \nCustomer: Yeah. That was the last one I tried \nHuman Agent: Okay, can you go through the setup again, then after you get to the page where it asks for the wifi password, take a screenshot of the page and send that to me to review how it looks.\nCustomer: Thank you for saving our chat by the way. I think the first guy I talked to just closed it out when I went to try Zink\nCustomer: Ok\nCustomer: D/static_file/cb8870f237_1_20250305171347.png\nCustomer: D/static_file/2e6f906d08_1_20250305171401.png\nCustomer: That failure message pops up as soon as I touch the check mark \nHuman Agent: Did you have to type in the wifi name manually or did it give you a drop down to select the wifi name?\nCustomer: I typed it in manually… same with my crazy long password. lol\nHuman Agent: Okay, try going to your phone settings and turn off mobile data, after you turn it off connect to the ZMD_SAP network, then click the i icon and forget the network, after that reboot the camera, then when the ZMD_SAP network pops up again connect to it then try the setup, let me know if the drop down box still does not appear and or if it denies it right away as before. \nCustomer: Ok… I’ve been at this for over an hour so far. I have to run an errand but will try that asap. Thank you. I’ll reconnect with support if that doesn’t work. \nHuman Agent: Okay, thats no problem, Hope your errand running goes well for you and that you have a great rest of your day."]
["Customer: cant see front 2\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like that device is currently offline. Is the indicator light blinking green at the moment?"]
["Customer: Cloud storage\nCustomer: Trouble buying the subscription \nCustomer: How to check payment method \nCustomer: Microphone\nCustomer: Audio\n\nHuman Agent: Hello, my name is Grant. The cameras on your account are the Zmodo 1080p Outdoor Wi-Fi cameras. Those cameras do not have 2-way audio features."]
["Customer: I changed my wifi\nCustomer: I forgot\n\n\n\nCustomer: What is the process \nCustomer: To set it up\nCustomer: That did not help give me the steps on how to set up my camera\nCustomer: Blinking green\nCustomer: What was the original method\nCustomer: To set it up\nCustomer: Your dumb\nHuman Agent: Hi my name is Wendy.\nHuman Agent: Are the indicator lights on your cameras blinking green right now?\nCustomer: No they are not blinking anymore\nHuman Agent: What color are the indicator lights? solid green or solid blue?\nCustomer: None of those\nHuman Agent: Cameras are not powering on?\nHuman Agent: Are the cameras connected directly into a wall outlet, a power strip, a surge protector, or an extension cord?\n\nIf you are using power strips, surge protectors, or extension cords, please unplug from those, plug the cameras in directly to a wall outlet with the original power adapters.\n\nOr try different working power adapters, see if that will get the cameras to power on and start blinking green or switch to solid blue.\n\nCustomer: D/static_file/26a37b8f97_1_20250212153225.jpg\nCustomer: But they are not working\nHuman Agent: Cup your hands around the lens of the camera to see the indicator light easier.  Also turn lights on so the red IR light turns off.\nCustomer: Now blinking green\nHuman Agent: If the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the phone app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: Thanks it worked\nHuman Agent: You're welcome!"]
["Customer: One of 5 cameras only connects for a minute after wifi reset. Then it won't connect \nCustomer: It won't connect so I can't reset it\nCustomer: 2 cameras in the same spot but only 1 connects\nCustomer: How to reset camera without connection?\nCustomer: It has a blue light \nCustomer: Camera is online but won't connect \nCustomer: Real person \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd13cm68250789\nHuman Agent: That camera is currently offline. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Solid blue\nHuman Agent: If the light is solid blue, then that means it is connected to a Wi-Fi network, but not getting internet access. Did you just unplug it and plug it back in? The light should not start as a solid blue when you first plug it back in.\nCustomer: No it flashes green  then flashes blue. Then solid blue\nCustomer: Yes I unplugged it and plugged it back in\nHuman Agent: Okay, so it is going through the proper steps then. I wanted to be sure it was not just coming on back solid blue right away as that would definitely indicate an issue with the camera. \nHuman Agent: Do you have any Wi-Fi extenders or a mesh network? Or did you recently change your router, Wi-Fi name and password, or internet provider?\nCustomer: Nope\nHuman Agent: Okay, then can you unplug your router and with the router unplugged look at the light in the camera? We want to see if the light changes when the Wi-Fi network is off.\nCustomer: It went back to flashing green \nHuman Agent: Okay, so we know it is connecting to that router then if it is just flashing green. You can plug the router back in and then we can see if the camera reconnects and comes online. You may need to reboot the camera after the router is back connected if it does not reconnect automatically.\nCustomer: Yes it's back on and solid blue again. But still won't connect \nHuman Agent: That means it is connected to the Wi-Fi network, but it is not getting internet access. There are a few potential reasons that could be. Can you check and make sure that the antenna is screwed in securely? Then can you try unplugging the camera and plug it in next to the router?\nCustomer: Done.  Still won't connect \nHuman Agent: If it is still offline then it may be either a setting on the router or the upload bandwidth. If it is a router setting, you would want to check for any paused or blocked devices in your router settings. You can also check the firewall and security settings.\nHuman Agent: You can test the upload speed of the Wi-Fi network that the cameras are connected to. Make sure that your phone is connected to the same 2.4 GHz network that the cameras are connected to. You can use this website https://fiber.google.com/speedtest/ to test the speed of your network. It will test a download and then an upload speed."]
["Customer: Set up\nCustomer: Why when I press the mic don't work ever since I bought camera s\nHuman Agent: Hello, my name is Grant. The cameras on your account are the Zmodo 1080p Indoor/Outdoor Wi-Fi cameras. Those cameras do not have 2-way audio features. That is why the microphone and speakers are greyed out on your app.\nCustomer: Nice to know thank you\nCustomer: What cameras do\nHuman Agent: The Zmodo Mini Pro cameras are our indoor cameras, and they have 2-way audio features."]
["Customer: Change wifi\n\nCustomer: Have new internet provider and need to change wifi\nHuman Agent: Hi my name is Wendy.\n\nKitchen, basement, garage, and 2nd garage cameras show offline.  Did you get a new router or update your wifi name/password?\nHuman Agent: The cameras will need to be setup to the new wifi info.  Are the indicator lights on the cameras blinking green right now?\nCustomer: Yes\nCustomer: Now blue\nHuman Agent: blinking blue or solid blue?\nCustomer: Blinking vlue\nCustomer: Blue\nHuman Agent: All 4 cameras use QR code setup: \n\nIf the indicator light on the camera is blinking, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: Switches between blinking blue and green\nHuman Agent: You will want to set the cameras up using QR code setup"]
["Customer: the first camera that I gave you the ID and model number is working but the others are flashing green and is not seeing the QR code\nCustomer: can you send me back to the tech that helped me to get the first camera working\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are needing help with?\nCustomer: the device ID: ZMD13KHDA203918\nHuman Agent: ZMD13KHDA203918 is connected to rm---@aol.com  Can you login to the app with this email?\nCustomer: I am logged in\nHuman Agent: okay is the indicator light on the camera blinking green?\nCustomer: Yes\nHuman Agent: If the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the phone app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: I did all that I got one of the camera to start working but the others are not seing the QR code\nHuman Agent: When you are going through setup does the indicator light only blink green? or does it flash between green & blue?\nCustomer: green only\nHuman Agent: Go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location then go through QR code setup again\nCustomer: should I try again\nHuman Agent: Yes but first make sure location is enabled while using the app along with precise location\nCustomer: how do i get there\nHuman Agent: go to your phone's settings for apps.  scroll down to the zmodo app and check the settings for the app there\nCustomer: location is set to While using the App\nHuman Agent: okay good and do you have a precise location option you can turn on?\nCustomer: yes its turned on, recall I got one camera to work \nCustomer: It did not give me a message I just notice the light turn blue\nHuman Agent: Okay please go through QR code setup again.  Let me know if you have any issues.  If you do run into any issues please send me a screenshot of where you are in setup\nHuman Agent: ZMD13KHDA203918  shows a solid blue light now? or is it blinking blue?\nCustomer: It takes a while to climb to the camera this will take a while\nHuman Agent: The camera should be close to your router for setup\nHuman Agent: Is the camera next to your router right now?\nCustomer: Let me get the correct ID I could have given you the wrong one\nHuman Agent: ok\nCustomer: Please dont go give me a few minutes to get the ID\nHuman Agent: we will stay connected for 7 minutes without activity\nCustomer: The ID: ZMD13KHDA203918\nHuman Agent: ZMD13KHDA203918 thanks.  Please go through QR code setup to try and get this camera setup\nHuman Agent: If you run into any issues please send me a screenshot of where you are in the setup process where you get stuck\nCustomer: Ok I am stuck in the QR code being recognize by the camera\nCustomer: I am going to try the setup again\nHuman Agent: okay.  Camera is in the same room as your router?  plugged directly into a wall outlet as close to the router as possible for setup?\nCustomer: hi I am back I got all except the door bell camera to work. the door bell camera is flashing Blue"]
["Customer: Troubleshooting\nCustomer: Can’t contact my camera to WiFi … light is solid green\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If the light is a solid green that indicated there may be something wrong with the cameras cord or the outlet the camera is plugged into, Does this camera plug directly into a wall outlet of do you use an extension cord with the camera at all?"]
["Customer: Porque no puedo mirar las camaras on el sel\nCustomer: Pero no tienenes voton\nCustomer: Como 0ued9 aser\nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon.\n\nHuman Agent: Parece que el NVR y todas las cámaras están desconectados. ¿Está el NVR actualmente conectado al enrutador?"]
["Customer: I have 3 cameras that say online  I am in Michigan  the cameras are in flordia how do I remotely reset them ??\nCustomer: I am sorry I mentioned to say 3 off line\nCustomer: 3 cameras in flordia say off line how do I get them back on line\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Unfortunately offline devices have no way to be communicated with remotely. You or someone else would need to be at the location to troubleshoot."]
["Customer: Troubleshooting\nCustomer: Hi Mira, I need help resetting my device\nCustomer: Doorbell \nCustomer: I think it’s the greet doorbell 2016\nCustomer: I need to reset it\nCustomer: I have no status light on\nCustomer: So you can’t help me reset it?\nCustomer: How do I reset the device?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If the camera is offline, there is no way to reset it, if it is offline though you can go through the setup to reconnect the camera and get it online again. \nCustomer: Hi Kylie. I have no lights on on the device so I guess is offline, so I should try to reconnect instead\nCustomer: Thank you. \nHuman Agent: if there are no lights onm it then it is not getting power, you will want to try seeing if the back plate has the connectors still attached and make sure that the plate is not warped pushing away the doorbell camera from the connectors, easy way to check for that is by pushing on the face of the doorbell gently and see if it lights up or not. if it still does not react and the connection is good then the next step would be for you to check the transformer or chime if you have one to make sure there is not an issue with them, that may involve using a multimeter or an electrician for assistance."]
["Customer: Troubleshooting\nCustomer: When is Customer Support available?\nCustomer: What is Eastern time zone?\nHuman Agent: Hi my name is Wendy.  How can I help?\nHuman Agent: Live chat agents are available M-F 9am-12pm CST and 1pm-6pm CST here on live chat\nCustomer: I am not in front of the cameras but needed step by step instructions to re add a camera to the wifi again\nHuman Agent: camera basement or andon bedroom?\nHuman Agent: are these the cameras you are needing help setup again?\nCustomer: Yes \nHuman Agent: Both cameras use Zink setup.  The indicator lights should be blinking green, that means they are in setup mode.\n\nZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nCustomer: How can I save this info?\nHuman Agent: you could screenshot it\nCustomer: Ok\nCustomer: Once connected to wifi .. I can move the camera anywhere in the home?\nHuman Agent: yes as long as the camera gets a good signal to the router where you want it mounted it will connect to it after it is setup\nCustomer: Thanks for the info\nHuman Agent: You're welcome!"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: This camera was working inside the house. I moved it to the original spot outside. It worked now it stopped working. What is going on please help\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Which camera are you referring to on your account and what is the current indicator light status? I'll need to know the color and whether it is flashing. \nCustomer: Yes, I am still here trying to reconnect to front yard"]
["Customer: How do I change my internet server for my camera\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie. To reconnect the camera you would have to go through the setup, If you can send me the cameras Model and ID number which is on the cameras sticker (the ID will start with ZMD or GSG) I can check what setup it uses and send you the directions."]
["Customer: I need to talk to someone \nCustomer: I need to speak with someone \nCustomer: Customer service please \nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?\nCustomer: My camera’s will not update and I have done all they told me to do.  Can I speak to someone \nHuman Agent: It looks like most of the cameras on your account are offline, so that may be why the cameras are not updating. The cameras need to be online in order to download and install the update. And you are connected to a person. My name is Grant. \nHuman Agent: Are you there with the cameras to troubleshoot them and get them online?\nCustomer: Yes\nHuman Agent: It looks like the cameras \"Living room\", \"Driveway\", and \"Yard\" are offline. Can you go to one of the cameras, unplug the camera, plug it in, and tell me what light you see in the camera when you plug it in?\nCustomer: Yes\nCustomer: Green\nHuman Agent: Is the light solid green or flashing green?\nCustomer: Solid\nHuman Agent: Watch the light and let me know if it changes from the solid green after a minute. If it does not change from the solid green, then that indicates a power issue.\nCustomer: Clinking now\nCustomer: Blinking now\nCustomer: Green \nHuman Agent: Alright, that is good. If the light stays flashing green, then that means it is ready for setup. To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Yes I had to do that to all my camera \nCustomer: Hello\nCustomer: All but one camera came online\nCustomer: I’m trying to do updates now"]
["Customer: I can not find where to change the wifi settings for the camera\nCustomer: -1\nCustomer: I do not have that information and online it says there should be an option in the app\nCustomer: -1\nHuman Agent: Hi my name is Wendy.  If you got a new router or updated your wifi name/password the camera will need to be setup again to the new wifi info\nCustomer: How do I change the wifi settings for the camer\nCustomer: ?\nHuman Agent: Are the indicator lights blinking green for cameras door & driveway?\nCustomer: Driveway should not be subscribed anymore just door\nHuman Agent: You have (1) active cloud plan on ZMD12K868287425 door.\nCustomer: Yes\nHuman Agent: What color are the indicator lights on the cameras? and are the lights blinking or solid?\nCustomer: I can not see the indicator light it is too high up\nCustomer: There is nothing flashing on face of camera\nHuman Agent: cup your hands around the camera lens.  The indicator light is inside the lens of the camera.\nCustomer: I just need to know how to change wifi network\nCustomer: It is too high up to get to\nHuman Agent: First you would need to make sure the camera is in setup mode.  If the indicator light is blinking green that means it is in setup mode ready to be setup.\nHuman Agent: ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nCustomer: Ok\nCustomer: I will have to get a ladder and do it later, thank you\nHuman Agent: You're welcome"]
["Customer: Having trouble with one of my cameras working.  Had a storm last night and now it wont work\nCustomer: Rebooted router, checked power supply already\nCustomer: I have different power supply it makes a click when plugging in however no light on camera\nCustomer: I tested with good power supply from another working camera\nCustomer: Need an agent\nCustomer: Agent\nCustomer: Agent\nCustomer: \"Agent\"\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD13DSDA001301\nCustomer: It is currently plugged into a good power supply from another known working camera.  When I plug in I hear a click but no light.  Was working until storm last night.\nHuman Agent: Then it may be an issue with the camera. Can you cover the camera lens and tell me if you see the infrared lights turn on while you are blocking the light to the camera lens?\nCustomer: Yes already did that.. i told you no light just a click when plugging in\nHuman Agent: Then it is an issue with the camera and the camera is no longer powering on properly. Unfortunately, there is not anything else to do for the camera if it is the camera itself that is not powering on.\nCustomer: Ok\nHuman Agent: Do you have any questions or anything else that I can assist you with?"]
["Customer: My camera doesn’t record in the dark. I thought it had that capability? \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Do you have this camera positioned so its viewing out of a window or glass at all?"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Customer service\nHuman Agent: How can I assist you?\nCustomer: Hi Good Morning. I was needing help with updating 1 of my Cameras. I was able to update 1 of them but the other wont give me the option to update it even tho it’s the exact same camera as my other that is updated.\nCustomer: D/static_file/82d0277f88_1_20241220102713.png\nCustomer: Thats the one needing to get updated \nCustomer: D/static_file/5b90080900_1_20241220102752.png\nCustomer: This one shows it already got updated\nHuman Agent: That camera is already on the most up to date firmware that it has. The cameras on your account are on different firmware lines, so the firmware version will be different, but they are both up to date.\nCustomer: Oh ok? So they are both current? Even tho its different firmware lines?\nHuman Agent: Yes, that is correct.\nCustomer: Ok perfect i been struggling trying to figure this out the past few weeks\nCustomer: Thank you for explaining this\nHuman Agent: You're welcome."]
["Customer: Can I get the phone support number cause I always have issues connecting my cameras and box\nCustomer: I had to switch to a new modem and router\nIt's the same password but none of the devices are connecting \nCustomer: Hello?\nCustomer: There's no chat history...\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Whenever you change the Wi-Fi name, password, or router you have to go back through the setup with the cameras to reconnect them, have you tried to do that at all?\nCustomer: Yes I have and it just loads \nCustomer: Not connecting \nCustomer: I've tried qr code and zink\nHuman Agent: unsure what you mean by it just loads, do you mean the screen buffers without showing the code or getting to the last step in the Zink setup or?\nHuman Agent: also what color are the cameras lights and do they flash or are they solid? \nCustomer: When trying to scan the qr code it does nothing \nHuman Agent: Okay, what color are the cameras lights and do they flash or are they solid? \nCustomer: When trying zink when I try to connect to zmp network it connects but doesn't go to the next step\nCustomer: Blinking green\nHuman Agent: okay, it looks like one camera that was previously on the account is online, its possible that when you did the Zink or the QR code setup at some point that camera came online. With the Zink setup since all the cameras push out the ZMD_SAP signal its possible that you set up a different camera then the one you were trying. I can try to add this online camera to the account for you, but I do not know what it was named previously, I can name it a simple name like Camera 1 if you would like though. \nCustomer: That's fine but I removed all devices to start over. So none of them should be connected\nHuman Agent: Sometiems when cameras come online they dont always add to the account, I think it may have connected when you were trying to set up another camera. \nHuman Agent: one moment while I add this camera again so you can try to check its live video\nHuman Agent: I added the camera to the account now\nCustomer: D/static_file/1f14783fcd_1_20241118133744.jpg\nCustomer: OK so that one you labeled camera 1 is the box\nCustomer: D/static_file/9e9871a3bb_1_20241118133802.jpg\nHuman Agent: Looks like you will need to refresh the app, you can pull down from the top of the screen or totally close and reopen the app. \nHuman Agent: the other messages just came though. Okay lets try having you go through the Zink setup but unplug all the cameras but 1\nCustomer: D/static_file/c2429353a8_1_20241118134052.jpg\nHuman Agent:  lets try having you go through the Zink setup but unplug all the cameras but 1\nCustomer: D/static_file/42dfdce898_1_20241118134209.jpg\nCustomer: I did that zmd doesn't pop up like I've said \nCustomer: So there is no phone support this chat is getting annoying\nHuman Agent: we do not have inbound calling only outbound, if you would like to troubleshoot over the phone I can send you the call scheduler in the chat so you can schedule a call, would you like for me to do that?\nCustomer: Yes \nHuman Agent: Okay\nHuman Agent: I sent it now, let me know if you have trouble scheduling \nCustomer: D/static_file/981f2d1c59_1_20241118135031.jpg\nCustomer: Just great it doesn't even let me click submit\nCustomer: I think I'm just going to go back and use the ring products, I'm not liking these set up issues every time \nHuman Agent: you cannot have dashes or spacing in the phoen number and it needs the area code\nCustomer: D/static_file/50e843abd9_1_20241118135750.jpg\nCustomer: D/static_file/00a9485518_1_20241118135752.jpg\nCustomer: It doesn't do anything after it says connected to the zmp\nAnd then it connects to my internet and said it failed connecting to zmp\nHuman Agent: Sometimes it can take a few tries for the phone to stay connected to the ZMD_SAP network, it tried and failed, it will disappear then shortly pop back up so you can try again, if you have back to back 4 failed attempts to connect, try forgetting your network so the phone doesn't switch from the ZMD_SAP network. \nHuman Agent: also, your phone will die shortly unless you plug it in, just warning you so your not caught off guard if the phone dies. \nCustomer: I've tried those steps multiple times tries connecting to zmp and it does nothing....\nHuman Agent: You would connect to the ZMD_SAP then go through the setup, if your phone is not wanting to stay connected to the ZMD_SAP you can forget your home network and also turn the phones cellular data off, you can also try to do the setup from another phone or tablet if necessary \nCustomer: It shouldn't be this difficult \nCustomer: D/static_file/c1215c02c2_1_20241118143252.jpg\nCustomer: Connects and doesn't do anything afterwards like I've said\nCustomer: D/static_file/0d64f3e03e_1_20241118143312.jpg\nCustomer: Then it doesn't pop up anymore, turned off auto connect to my wifi and turned off mobile data\nHuman Agent: is the camera still flashing green? Try rebooting it again so it can try pushing out the ZMD_SAP network fresh again\nCustomer: I've tried that a dozen times already \nHuman Agent: and the lights still continue to flash green, they don't change to a solid blue or solid green after flashing?\nCustomer: No,  still blinking \nHuman Agent: Okay, Can you try to do the setup from another phone or tablet at all?\nHuman Agent: if you haven't already, restarting the phone can also help"]
["Customer: I would like to know what I need to do to cancel my cameras' account and receive a refund of the unused portion of the yearly payment made in October 2024.\nCustomer: How do I speak to an agent?\nCustomer: Do I type agent here?\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account, one moment\nCustomer: Thank you!\nHuman Agent: It looks like you have 3 cameras subscribed, to confirm and make sure I cancel them properly, were you wanting to cancel the subscription on all 3?\nCustomer: It happens that I had a situation where I had to change my internet subscription, which entailed changing equipment and passwords. in this situation I lost contact with the cameras.  These cameras were installed in 2018, and nobody have been able to help me to reestablish the system with Zmodo.  I am not going to retain the cameras if I cannot use them.  However, if you can help me reestablish the cameras in the app, I am willing to continue the service with you.\nCustomer: Hello!\nHuman Agent: Okay, whenever you change the wifi name, password, or rotuer to reconnect the cameras you would go through the setup, let me check what setup these three cameras use then I can have you go through the setup steps, one moment.\nCustomer: OK, thank you!\nHuman Agent: Looks like for all 3 of the cameras they use a setup called QR code setup. First you would want to unplug and plug in all 3 cameras then once theya re flashing green or blue you would go through the QR setup. Im grabbing the directions now for you one moment.\nHuman Agent: QR code setup steps\n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nCustomer: Could you send me the QR Code?\nCustomer: For each of the cameras?\nHuman Agent: No, how it works is in the QR code setup after you put in the wifi password and move forward it puts the wifi name and password it generates the code on the screen of your phone in the setup, you then would take that code and physically hold it infront of any of the 3 cameras 8 inches away.\nHuman Agent: Im not able to send you the code because the code generated from your phone in the setup itself."]
["Customer: Troubleshooting\nCustomer: One of my cameras not working \nCustomer: No is just green \nCustomer: Call help\nCustomer: Ok\nHuman Agent: Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Is green \nHuman Agent: I understand it is green now. Can you please unplug the camera and plug it back in?\nCustomer: Green \nHuman Agent: Is the light solid green or flashing green?\nCustomer: Solit \nCustomer: Solid \nHuman Agent: Alright, if it does not change from solid green after a minute when you plug it back in, then that indicates a power issue. Is the camera plugged in with an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: Hello \nCustomer: D/static_file/df7a72e5c7_1_20250207104726.jpg\nHuman Agent: Alright, if it does not change from solid green after a minute when you plug it back in, then that indicates a power issue. Is the camera plugged in with an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: Is the same  green \nCustomer: The power is directed to the braker \nCustomer: Hello \nHuman Agent: Is the camera plugged in with an extension cord or power strip? Or is it plugged in directly to a wall outlet? There is a power adapter that plugs in.\nHuman Agent: If the camera is connected using an extension cord or power strip, then that could be contributing to the issue and you would want to plug the camera in directly to a wall outlet. If it is plugged in to a wall outlet and still does not change from the solid green light after a minute, then you would want to try a different power adapter."]
["Customer: Why I can’t never hear audio with my cameras\nHuman Agent: Hello, my name is Grant. The cameras on your account are the Zmodo 1080p Indoor/Outdoor Wi-Fi cameras. Those cameras do not have 2-way audio features. That is why the microphone and speakers are greyed out on your app."]
["Customer: I was wondering what was going on with the security apps viewing them because they're changing them. What's going on\nCustomer: -1\nCustomer: How can I send you a picture of what i'm talking about\nCustomer: Why does it say limited to time storage for basic alerts? I get up and I had to update the app. And open it up job. Everything's changed and what's going on\nCustomer: Yes, can you please help me? I don't want a subscription, so what happens to my security cameras\nCustomer: So there will be no more emotion. Is that what you're trying to tell me\nCustomer: Sorry motion\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Your cameras do not have a subscription at all, it does not record continuously, when there is motion it will trigger the camera to take a 10 second clip, then it will have a cooldown of 3-5 minutes, if there is still motion it will again then take another 10 second clip.  You would find these clips in the alert section to tap and select to review, you can also download those 10 second events before they overwrite to make room for new footage as well, and any video you download would save to the phone/mobile devices photo gallery"]
["Customer: Switched to hyperfiber and cannot get cameras to switch to new network.    Please advise?\nCustomer: What is the inital setup process?   It has been a great deal of time since it was setup.   Please advise\nCustomer: My cameras are disconnected and I trying to reconnect.   We switched to Hyperfiber.   \nHuman Agent: Hi my name is Wendy.  Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\n\nCustomer: I have four cameras that need help.   They are outside.   I NEED HELP\nCustomer: They are all Z20P.\nHuman Agent: You are contacting us from a guest account so I can't check what the device IDs are.   Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\nHuman Agent: If easier, you can attach clear pictures of the IDs"]
["Customer: Troubleshooting\nCustomer: I need a phone call\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: I recently changed my Wi-Fi router, and now my cameras are flashing green to blue and won’t stay connected. I have unplugged them all and plug them back in. I have restarted my router I have restarted my modem.\nHuman Agent: You will want to setup the cameras with the QR Code setup method to connect the cameras to the new router.\nHuman Agent: Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: OK, let me try this now.\nCustomer: It’s not working\nCustomer: I have had these cameras for a long time and I’ve set them up multiple times and I’ve never had this much trouble\nCustomer: The cameras do not get out of the green and blue blinking mode. I believe they have to be in only blinking green mode to be set up via the QR code.\nCustomer: I have tried deleting all the cameras from my app and reinstalling, and that has not worked either\nHuman Agent: If the camera is changing between blinking green and blinking blue, then that means that they can be setup.\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/95fe0d3680_1_20241017114221.jpg\nCustomer: I have 4 of these and two of the square/rectangle versions \nHuman Agent: Alright, can you unplug the camera, plug it back in, and when the light is flashing green, hold the phone screen with the QR Code close to the Zmodo camera lens and pull it back?\nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the camera?\nCustomer: OK, I got that one to connect and the same thing happened it connected. It said that I was connected I named it and then it starts blinking green and blue again.\nCustomer: The same thing happens with all six of them. I’ve done this over and over and over.\nCustomer: It connects works for 20 seconds, starts blinking for about 20 seconds, then it stays solid blue and works for a bit and then it blinks again\nCustomer: All of them do the same exact thing\nCustomer: This is definitely not a Wi-Fi issue. I have outside cameras that have excellent connectivity from the same router.\nHuman Agent: Okay, so then that indicates a network connection issue. The cameras are connecting to the router, but not able to stay connected. They are going online and offline. The most common causes are the signal strength at the camera or the upload bandwidth.\nHuman Agent: The quickest to test would be the upload bandwidth.\nCustomer: All of my ring cameras are working 100%\nCustomer: OK, let me test the upload Bandwith\nHuman Agent: You can test the upload speed of the Wi-Fi network that the cameras are connected to. Make sure that your phone is connected to the same 2.4 GHz network that the cameras are connected to. You can use this website https://fiber.google.com/speedtest/ to test the speed of your network. It will test a download and then an upload speed.\nHuman Agent: The other thing to test would be the signal strength at the camera. To test signal strength, you can download an app on your phone. If you are using Android, then you will want to download an app called Wifi Analyzer. If you are using iOS, then you can download an app called Airport Utility. You can use these apps to test the signal strength from your Wi-Fi near the cameras.\nCustomer: D/static_file/13b4c9cb49_1_20241017115340.jpeg\nCustomer: I never had an issue with my crappy older modem, this new one is seven years newer, provided by the cable company. \nHuman Agent: Alright, and you said that you have other cameras, so they will likely be using the upload bandwidth, as well. How many cameras do you have setup? And what resolution are the cameras?\nHuman Agent: Just because it is a newer router does not necessarily mean you will have a higher upload or a stronger signal from the router.\nCustomer: 6 cameras. 4 are 720, 2 are 1080\nCustomer: I have a camera sitting right next to the router and that one does the same thing\nHuman Agent: Are those the Ring cameras? Or just the Zmodo cameras that you have?\nCustomer: Ring cams \nCustomer: Let me clarify, my ring cameras are only outside. The six indoor cameras are all Zmodo.\nHuman Agent: Okay, and you have 6 Ring cameras? 4 720p and 2 1080p?\nCustomer: No, 3 Ring Cams. \nCustomer: 6 Zmodo indoor cams, 3 Ring exterior cams. \nCustomer: I have tried unplugging all of the cameras except for one and it still does the same thing so it’s not using up all the bandwidth. In my opinion. \nHuman Agent: I apologize, when I asked earlier if those were the Ring cameras or Zmodo cameras, you said \"Ring cams\" so I misunderstood. What are the resolution on the Ring cameras?\nCustomer: 1080\nHuman Agent: Okay, so then you can also test the signal strength at the cameras.  You may also want to check the router settings and check to see if any devices are paused or blocked on the network. You would also want to check for any security or firewall settings that could be blocking the cameras. The cameras are getting connected to the router, but the router may be kicking them off, because they are constantly disconnecting and reconnecting.\nCustomer: The signal strength is fine, like I said I have one camera sitting right next to the router and that is doing the same thing\nCustomer: I will look at the router settings\nCustomer: Working on it\nCustomer: I turned off all firewall on the router. Still doing the same thing, unfortunately\nCustomer: No blocked users \nHuman Agent: Okay, how are the cameras connected to power? \nHuman Agent: How long do they remain blinking green before they go back to solid blue? \nCustomer: About 10 seconds\n\nHuman Agent: Is this device connected directly to the wall outlet with the provided power cable? \n\nCustomer: Direct\nHuman Agent: Does it happen to all the cameras at the same time?"]
["Customer: Troubleshooting\nCustomer: How do I get sound on my cameras\nHuman Agent: Hello, your cameras do not have any sound capibilities\nHuman Agent: the cameras on your account currently do not have a microphone or speaker built into them sadly."]
["Customer: Hello i have i issue with the cámara \nCustomer: It Didnot work \nCustomer: I did already \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you referring to the 4 cameras on your account? If so, what is their current indicator light status? I'll need to know the color and whether or not it is blinking."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Why are my cameras not working\nCustomer: Ty my wifi info has changed\nCustomer: Where do I put the info in after going to settings?\nHuman Agent: Hi my name is Wendy.  The cameras will need to be setup again to get them back online.  Are the indicator lights blinking green right now?\nCustomer: Yes mam\nHuman Agent: Armstrong Estates & Driveway can use Zink or QR code setup.  \nHuman Agent: ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nHuman Agent: You can try setup where the cameras are mounted but if you have trouble getting them setup moving at least one of the cameras next to the router can help"]
["Human Agent: How can I clear any old programming to my camera\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Are you needing help setup camera named driveway?\nHuman Agent: The blue light just blinks\nHuman Agent: okay is it driveway camera you are needing help with?"]
["Customer: I got a new router and I don't know how to get my Alexa dots online\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If your alexa devices are offline I would advise contacting alexas support team, reconencting third perty devices such as that is outsdie of our scope."]
["Customer: The night vision lights on my camera are not working very well anymore and I wanted to see what my options were\nCustomer: The night vision lights are working properly as some of them are on and others are not\nCustomer: I am trying to contact customer support but the phone number says that you are no longer taking inbound calls\nCustomer: Ok\nHuman Agent: You can try adjusting the Night Vision settings for the cameras that you are having trouble with in the Device Settings of the cameras on the app. If that does not help, then you can try replacing the power adapter and cable for the camera that you are having trouble with as it could be a power issue."]
["Customer: Amazon delivered my order of four cameras, of which two of them are not working. Need help!\nCustomer: There is no power on two camera, the other two are working fine\nHuman Agent: Hello, you've reached customer care, my name is Kylie. What are the Models and the ID numebrs for both cameras you are having trouble with, the ID numebr will start with ZMD or GSG and not have any spaces or dashes, it will also not be the FCCID number. \nCustomer: D/static_file/0d2dff9344_1_20250205152358.jpg\nCustomer: D/static_file/c6bfa073ea_1_20250205152456.jpg\nCustomer: Can you see the model numbers ?\nHuman Agent: I jsut got both photos, I can see the Model numebr and the ID number for both. One moment while I look up some info on the cameras. \nCustomer: D/static_file/1dc8986ddd_1_20250205152601.png\nCustomer: Thanks\nHuman Agent: Great, was about to say the first photo came in twice. I can see the second cameras info clearly as well, one moment again. \nHuman Agent: Both of those two cameras popped up in our system, it will only pop up if the cameras have been setup before, it shows they were first set up in 2023 for both cameras. One of these cameras is tied to this account under the name \"Driveway\" When the cameras are first plugged in do you hear any clicking or see any lights at all\nCustomer: Yes I am here\nCustomer: I am not sure how it’s showing 2023, they just got delivered today and I tried all four and these two did not have power but the other two was fine. \nCustomer: I heated clicking on two of them with a green light. These two did not have any lights\nCustomer: I plugged them again and no lights or clicking sound\nHuman Agent: We can see when cameras are first set up, these two cameras were set up in 2023 one of which is already on the account as \"driveway\".  Did you perhaps mix these two up with others you have?\nCustomer: I have an account and used than to do the setup, one of the cameras out of four was setup on my account.. maybe that’s why it’s showing. I do have other cameras from 2023\nCustomer: D/static_file/513d49dd43_1_20250205154024.jpg\nHuman Agent: The camera named driveway is the ZMD19I2IH406407 camera so you can know which one of the two that is. \nCustomer: Is there a reset button on the camera\nHuman Agent: No, there is not a external reset for these, Are you while the camera is plugged in able to cover the front of the camera to make it dark then see if any lights react or if you hear any clicking. \nCustomer: D/static_file/67471f9f95_1_20250205154246.jpg\nCustomer: That is the one plugged in in this picture\nHuman Agent: No, there is not a external reset for these, Are you while the camera is plugged in able to cover the front of the camera to make it dark then see if any lights react or if you hear any clicking. \nCustomer: I will try that\nCustomer: No I don’t hear anything\nCustomer: I don’t want to return all four cameras back to Amazon, when I called them they said the manufacturer can replace the faulty ones\nCustomer: If that’s not the case, I will return the package to Amazon. Please advice\nHuman Agent: Okay, these two cameras are not new, they were set up in 2023. The warranty for the cameras is 1 year, they would not qualify for a replacement. \nCustomer: That means these are used cameras so I will return them back to amazon\nHuman Agent: One moment,\nCustomer: D/static_file/7413c37802_1_20250205155119.jpg\nCustomer: D/static_file/ef0b92328f_1_20250205155139.jpg\nCustomer: That’s the label to prove it was delivered today\nHuman Agent: Okay, are you able to try swapping the cords on these two cameras with the other two working cmaeras and tell me if they react at all to that?\nCustomer: I was using the same power cord I was using the same power cord to test all cameras. Let me use a different ine\nHuman Agent: Okay.\nCustomer: I used a different cord and it’s still the same\nHuman Agent: Okay, that's a shame. Since both of the cameras are not responding I can send you a link to the RMA process, you would fill out the RMA forum and attach the invoice from the purchase of the cameras, (screenshot where it show the date purchased, what was purchased, and the seller) Once you submit an RMA it will give you an RMA number then the RMA team would contact you further about the return process.  \nHuman Agent: https://www.zmodo.com/rma\nCustomer: sounds good, Thank you!\nHuman Agent: No problem. When you put in quantity also make sure to put only 2 since there are 2 with the same power issue. \nHuman Agent: Any other questions before we go today?\nCustomer: Are you sending me an email?\nHuman Agent: No, I sent the link for the RMA form into the chat above, if you do not see it just let me know and I can resend it again into the chat.\nCustomer: Are you there\nCustomer: I am here did not get the link\nHuman Agent: Yes I replied above again. I wills end the link once again\nHuman Agent: https://www.zmodo.com/rma\nHuman Agent: Sent it now\nHuman Agent: If you still don't see it I will try again. \nCustomer: Got it\nHuman Agent: Perfect.\nHuman Agent: Have a great day"]
["Customer: I accidentally reset two of my camera and now I can’t resync them \nCustomer: I don’t have cloud\nCustomer: Representative \nCustomer: Ok \nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy\nHuman Agent: Are you needing help setting up cameras named front porch & The Drunken Tonberry?\nCustomer: Hi Wendy I accidentally reset two of my cameras and I can’t sync them back\nCustomer: Yes\nHuman Agent: What color are the indicator lights on the cameras? and are the lights blinking or solid?\nCustomer: One second \nCustomer: Tonberry is flashing green \nHuman Agent: flashing green means the camera is in setup mode.  You will want to set it up again using QR code setup.\n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: And front is flashing green \nHuman Agent: flashing green means the camera is in setup mode.  You will want to set it up again using QR code setup.\n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\nCustomer: Yes but it won’t take the QR code \nCustomer: And it is \nHuman Agent: Do you have at least one of the cameras inside next to your router for setup?\nCustomer: Yes \nHuman Agent: when you go through QR code setup does the indicator light only blink green? or does it flash between green & blue?\nCustomer: Blue for alitte \nCustomer: It gets to the QR code but not the next set up \nHuman Agent: when it blinks blue the camera is trying to communicate with your router, if it goes back to flashing green the wifi password may be incorrect.\n\nPlease double check your 2.4GHz wifi password -it is case sensitive.\nCustomer: Ok one second \nCustomer: It was the wrong password one second \nHuman Agent: ok\nCustomer: So I got front working \nCustomer: Next question for you \nHuman Agent: sure\nCustomer: I have another camera from my brother in law I have it with my it was supposed to get reset like two months ago but never did can u check on that \nHuman Agent: What is the device ID on the camera?\nCustomer: I have the cam with me right now \nHuman Agent: It will most likely start with ZMD.\nCustomer: 18eaih800338\nHuman Agent: ZMD18EAIH800338 is unbound.  It can be setup using QR code setup.\nCustomer: Thank u \nHuman Agent: You're welcome\nCustomer: I’m still here \nHuman Agent: Did you have another question?\nCustomer: So sorry new problem my living room camera is now gone \nCustomer: Son unplugged it \nHuman Agent: Did you delete the camera? There are only 2 cameras on your account now.\n\nWhat is the device ID on the camera?\nCustomer: I’ll figure it out real fast any questions I’ll ask u later \nHuman Agent: okay sounds good.  Live agents are here on live chat until 6pm CT today.  If you contact us back later just as for an AGENT and we will help\nCustomer: Living room is solid blue but I can’t access it \nHuman Agent: What is the device ID on that one?\nCustomer: 19g1ihc14080\nHuman Agent: ZMD19G1IHC14080 is bound back to your account.  If you refresh the screen or log out and back in again you will see it on your account.\nCustomer: It said living room alarm went off but how can I add it back\nHuman Agent:  If you refresh the screen or log out and back in again you will see it on your account.\nCustomer: I’m sorry about this I got that one back but now I have to get the one u reactivated for me and front porch \nHuman Agent: What are the device IDs on the cameras you are needing help with?\nCustomer: 19g1ihc14468\nCustomer: Sorry about all of this \nHuman Agent: ZMD19G1IHC14468 you want this one named Front porch?\nCustomer: Sure \nCustomer: And then I’ll have one more and I’m done I swear \nHuman Agent: ZMD19G1IHC14468 is bound to your account now.  If you refresh the app or log out and back in again you will see it on your account.\nHuman Agent: what is the next device ID?\nCustomer: 18eaih800338\nCustomer: That one will be new as kitchen \nHuman Agent: What do you want ZMD18EAIH800338 named?\nHuman Agent: ok\nCustomer: Thank u sooooo much \nHuman Agent: ZMD18EAIH800338 is on your account now.  Refresh the screen or log out/back in to see it on your account.  You're welcome!"]
["Customer: So I have  the subscription but I can't access anything from previous days or can't view any videos either so I just paid $15 I want my money back or to be honest ima make sure everyone knows u guys are robbing people. Fix it or I tell\nCustomer: -1\nCustomer: So I have  the subscription but I can't access anything from previous days or can't view any videos either so I just paid $15 I want my money back or to be honest ima make sure everyone knows u guys are robbing people. Fix it or I tell\nCustomer: So I have  the subscription but I can't access anything from previous days or can't view any videos either so I just paid $15 I want my money back or to be honest ima make sure everyone knows u guys are robbing people. Fix it or I tell\nCustomer: So I have  the subscription but I can't access anything from previous days or can't view any videos either so I just paid $15 I want my money back or to be honest ima make sure everyone knows u guys are robbing people. Fix it or I tell\nCustomer: Real person \nCustomer: So I have  the subscription but I can't access anything from previous days or can't view any videos either so I just paid $15 I want my money back or to be honest ima make sure everyone knows u guys are robbing people. Fix it or I tell\nHuman Agent: Let me take a look at your account. Are you trying to access footage from before you started your subscription?\nCustomer: I get  notifications on my front not on my doorbell \nCustomer: It's retarded\nCustomer: Had to change my rear camera cuz it wouldn't connect\nCustomer: Then I don't get any notifications after 5pm\nCustomer: D/static_file/3e00f498a0_1_20241125100432.jpg\nCustomer: It's so retarded cuz u want to get them at night\nCustomer: Btw my son went out there countless times to take the dog out last night\nHuman Agent: Alright, as for your subscription, it looks like you started it last night on the cameras. The cameras only record continuously to the cloud when there is an active subscription on the camera, so there would not be any footage recorded when there was not a subscription on the camera.\nCustomer: But I'm still not getting any notifications \nHuman Agent: As far as missing events, there are a few reasons that could be happening. If the night vision is not turning on, then that could be making it difficult for the camera to detect motion at night. The other common cause is network connection issues, most commonly the signal strength at the camera or the upload bandwidth.\nCustomer: Ok but at day time it delivers every notification but then at night after 530pm which is not night yet won't deliver any until 6am.  I can show u at 530pm its still daylight \nCustomer: D/static_file/c371ee5233_1_20241125101700.jpg\nCustomer: Yeah I'm here so what's gonna fix this problem I had two guys tryna break in my house while my kids and I'm home\nHuman Agent: That looks like an image at 5 PM and it looks like the sun is starting to go down. So you may want to check the night vision settings. You can also check the signal strength at the camera and the upload bandwidth of the network that the camera is connected to.\nHuman Agent: To test signal strength, you can download an app on your phone. If you are using Android, then you will want to download an app called Wifi Analyzer. If you are using iOS, then you can download an app called Airport Utility. You can use these apps to test the signal strength from your Wi-Fi near the cameras.\nHuman Agent: You can also test the upload speed of the Wi-Fi network that the cameras are connected to. Make sure that your phone is connected to the same 2.4 GHz network that the cameras are connected to. You can use this link https://fiber.google.com/speedtest/ to test the speed of your network. It will test a download and then an upload speed.\nCustomer: The night vision is at max\nHuman Agent: Okay, so what setting is it on? There is not a setting that says \"Max\". Is it Always Off, Auto, or Always On?\nCustomer: Yes\nCustomer: Just checking \nCustomer: Its on max\nHuman Agent: It just says Max? Does it say anything else on that screen?\nCustomer: I changed it to auto\nHuman Agent: What was it set to before?\nCustomer: It was on always off\nHuman Agent: Okay, so that is probably why it was not giving you events at night, because the night vision was off and not turning on.\nCustomer: Ok if it doesn't work then what \nHuman Agent: Then you would want to check the signal strength at the camera and the upload bandwidth.\nCustomer: What I don't understand it was working fine until I did an update \nCustomer: This last update has Mt older cameras acting up \nCustomer: So no response \nHuman Agent: You may have just made a change in the settings at some point on accident and that may have caused the issue. I would recommend checking the camera tonight to make sure the night vision turns on and that you get events.\nCustomer: Be honest do I need new equipment \nHuman Agent: Alright, what issue are you having with the other cameras?\nCustomer: Ok I'll do that but I'm sure it'll still do the same shit. Let u guy know tomorrow \nCustomer: If it does not get right then what \nHuman Agent: If the night vision settings change does not resolve the issue, then you would want to check the signal strength at the camera and the upload bandwidth.\nCustomer: Btw Mt doorbell looks Like crap compared to the new ones\nCustomer: Ones\nCustomer: Ok I will do that as well  ut trust me the camera is having problems\nCustomer: Ok be safe will check n hope this tactic works \nHuman Agent: And please do not hesitate to contact us if you are still having trouble with the camera."]
["Customer: My zomato that I have on my refrigerator that is more advanced than my other one all of a sudden is not working please help \n\n\nCustomer: Can somebody call me and walk me through it\nCustomer: My one samoto is not working when I try to pull up the camera\nCustomer: Zomodo\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Things are junk \nCustomer: Yes\nCustomer: They keep on losing  single \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How far is the camera thats dropping offline from the router (in feet) and have you looked at what the lights color and reaction (solid or flashing) is when it is  offline at all?"]
["Customer: camera\n\nis offline \n\n\nCustomer: -1\nCustomer: camera is blinking blue and green\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: zmd19g4ih405805\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code.\n\nCustomer: I got it connected but it is still offline\nHuman Agent: Is it solid blue? Do you have it connected to a guest network or paused on the current network. \nCustomer: it is solid blue. this is the network I always use\nHuman Agent: Are you able to reboot the router at this time? Also is the antenna connected to the camera. \nCustomer: it is sending me notifications and I see the videos with movement. I cannot see live feed\nCustomer: The antenna is connected. Yes I could reboot router but that is last resort\nCustomer: My other camera is working just fine\nHuman Agent: Do you have access to the router settings, to check if the device is paused or blocked? \nCustomer: I don't know how to do that\nHuman Agent: Okay, when did this start happening?\n\n \nCustomer: just a few days ago\nHuman Agent: Okay lets try the router reboot. \nCustomer: okay\nCustomer: everything seems the same but the camera is blinking blue and green\nCustomer: by golly I think we got it \nCustomer: thank you for your assistance\nHuman Agent: Looks like it back up. \nHuman Agent: You're welcome, is there anything else we can help with today? \n\nCustomer: Yes it is and thank you. no I'm good now\nHuman Agent: I hope you have a great day!"]
["Customer: One of the cameras is not working\nCustomer: Yes checked \nHuman Agent: Hi my name is Wendy.\n\nZMD14DCDA206677 Back camera shows offline.  What color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: It’s working now \nHuman Agent: great!"]
["Customer: Set up\nCustomer: I have been trying to connect a camera through the Zmodo app and I keep getting a message that says “unable to connect to the zmp_sap wifi” \nCustomer: Zmd_sap is not coming up on my list for wifi connections \nCustomer: Can I type in Zmd_sap and type in a password?\nCustomer: -1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Its possible that your cameras may not use the Zink setup primarily anymore, Let me look up your account and check, one moment \nCustomer: Ok \nHuman Agent: On the account ehre I only see one camera, however  if all the other cameras are the same model its possible that they may use a different setup called the QR code setup, Only way I will be able to tell for sure if if you can give me the cameras ID number, This will be on the cameras sticker and start with ZMD\nCustomer: Any update?\nHuman Agent: I sent a message above, I will resend it \"On the account ehre I only see one camera, however  if all the other cameras are the same model its possible that they may use a different setup called the QR code setup, Only way I will be able to tell for sure if if you can give me the cameras ID number, This will be on the cameras sticker and start with ZMD\"\nCustomer: Ok sorry your message didn’t go through \nCustomer: ZMD58A9IH501686\nHuman Agent: its no problem, sometimes it happens. Let me look up this ID number. \nCustomer: Ok\nHuman Agent: It looks like this camera can use Zink or QR code for the setup. \nCustomer: I tried zink and it didn’t work. I tried for hours \nCustomer: I did just try the QR code and I didn’t hear it say device connected\nHuman Agent: I recommend rebooting the camera by unplugging and plugging it in and trying to go through the QR code setup. \nCustomer: But it’s flashing green so I’m not sure why it doesn’t work \nCustomer: Ok\nHuman Agent: Let me know if it only flashes green again when you show the code or if it flashes blue at all. \nCustomer: Ok going to try now\nHuman Agent: Okay.\nCustomer: Still only flashing green\nHuman Agent: Okay, that may mean its not seeing the code, or can also indicate a power issue, try holding the QR code 4 inches away for a minute, if it does not flash blue try holding the QR code at 12 inches away, if it still only flashes green try changing that cameras power cord with one you know is working or a spare if you have it. \nCustomer: Ok I’ll try all of those \nHuman Agent: Okay. If for any reason you still have trouble with the code, you may want to also try the setup from another device to generate the code on a different screen. \nCustomer: Ok yeah it still didn’t work \nCustomer: Can I try to connect through a laptop or no?\nHuman Agent: No, unfortunately you cant plug the camera into a computer directly, that wont do anything. If you check do you see the ZMD_SAP in the network list at all now that we changed the cord?\nCustomer: Sorry it didn’t go through again \nCustomer: Still not working with a new cord too \nCustomer: So if I’m supposed to try a new device you mean another phone? \nHuman Agent: Yes another phone or a tablet. \nHuman Agent: If you use a tablet though, make sure the code is help from the camera at 12 inches away since the code is larger. \nCustomer: Ok\nHuman Agent: Okay\nCustomer: I’ll keep trying all of these stratregies\nHuman Agent: Okay, if you still have trouble feel free to contact us again for assistance. \nCustomer: Ok thank you for your help!"]
["Customer: What happened to the cameras today at 1:11 front door immediately after we left home?\nCustomer: Representative management \nHuman Agent: How can I assist you?\nCustomer: My cameras where shut off\nHuman Agent: Okay, are you able to view the video from the cameras now? Or are they still offline?"]
["Customer: live support \nHuman Agent: How can I assist you?\nCustomer: hi Grant hope your day is going well \nCustomer: please kindly assist me adding back my cameras \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: yes give me one second please \nCustomer: ZMD13G5DB206276\nHuman Agent: Thank you. That camera will use the QR Code setup method. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: green light \nCustomer: flashing blue now \nHuman Agent: Alright, it will change from the flashing blue. Can you tell me if it changes back to a flashing green or if it changes to a solid blue?\nCustomer: it is solid blue now\nHuman Agent: A solid blue light means it is connected to a Wi-Fi network. However, the camera is offline, which means it is not getting internet access. Have you changed your router recently? Or did you change your Wi-Fi name and password?\nCustomer: yes we changed our wifi password recently \nHuman Agent: Okay, do you have any Wi-Fi extenders or a mesh network?\nCustomer: i am not sure about mesh network\nCustomer: and no we do not have wifi extender \nHuman Agent: Okay, and you just changed your Wi-Fi password? You did not get a new router?\nCustomer: we got a new router too \nHuman Agent: Okay, do you still have the old router?\nCustomer: but the cameras were working fine with the new router until the last two week \nCustomer: yes we don\nHuman Agent: Can you double check the old router and make sure it is not connected to power?\nCustomer: the old router is not connected to power \nCustomer: is there anyway you can remotely reset all cameras previous connected to my account? \nHuman Agent: No, the camera is offline. I cannot communicate with it remotely.\nHuman Agent: Can you unplug the router and while it is unplugged look at the light in the camera? We want to check to see if it stays a solid blue or if it changes back to a flashing green or flashing blue.\nCustomer: the one with the ID i provided is still solid blue \nHuman Agent: And your router is unplugged?\nCustomer: yes it is \nHuman Agent: The new router, I mean.\nCustomer: yes it is\nHuman Agent: Okay, that means that the camera is connecting to a different Wi-Fi network. So there is something else making a Wi-Fi network that the camera is connected to.\nCustomer: would you like the device ID for the base device?\nCustomer: for some reason that one is still connected \nCustomer: the ID is ZMD13G7A1226199\nHuman Agent: You can give that to me, but that is separate from the camera. Is the Zmodo NVR what you unplugged? Or did you unplug your internet router?\nCustomer: i unplugged the internet router \nHuman Agent: Okay, then if the light is solid blue, that means that the camera is still connected to a Wi-Fi network. If the router is unplugged, then that means there is another Wi-Fi network that the camera is connecting to. So there is either another router or a Wi-Fi extender, or a mesh node that it is connected to.\nCustomer: what would you recommend to do in this situation? \nCustomer: D/static_file/cbcd63e65f_1_20240923094723.png\nCustomer: D/static_file/8a3f4a6471_1_20240923094728.png\nCustomer: this is what show up under my wifi devices management tab \nHuman Agent: That is the NVR that is connected. You can see it says that it is connected by Ethernet.\nCustomer: yes \nHuman Agent: So if you do not see the cameras in your connected devices, then that means the camera is connected to a different Wi-Fi network. You have another device making a Wi-Fi network. Either your old router, a Wi-Fi extender, or a mesh node.\nCustomer: i found the wifi extender. \nHuman Agent: Alright, if you want to use the Wi-Fi extender, then you would want to reconnect the Wi-Fi extender to your router.\nCustomer: thank you for you assistance. i'll have to reach back out later. \nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Why don’t I hear notifications?\nCustomer: -1\nCustomer: I can’t turn on notifications\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: I can’t hear notifications\nCustomer: I can’t turn on notifications so I can hear when something goes by\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: I don’t receive any notifications of sound\nCustomer: -1\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: I can’t turn on notifications on the app\nCustomer: I don’t receive notifications Life person\nCustomer: I don’t hear notifications\nCustomer: I don’t hear notifications. My phone is set right but when I click on notifications on the app, it doesn’t give me an option.\nCustomer: I paid a yearly subscription\nHuman Agent: If you do not get a sound when the app sends your phone a notification, then you will want to check the settings on your phone. You can go to your phone settings and scroll down to the list of apps and find the Smartz Eaze app. Then go to the permissions and check the Notification permissions.\nCustomer: I did that\nHuman Agent: Whether your phone makes a sound or not when you receive a notification is controlled by your phone settings. That is not something you can change in the app.\nCustomer: I just checked again. I had notifications turned on on the phone.\nHuman Agent: Okay, can you send a screenshot of the notifications permissions for the Smartz app in your phone settings?\nHuman Agent: I just want to double check, you are talking about the alert noise your phone makes when you get a notification, correct? And you are not asking about sound from the video clip when you view it in the app?\nCustomer: D/static_file/86b0cff025_1_20241018094819.png\nCustomer: ?\nHuman Agent: I see the picture and that is good. I asked another question after that, so I will resend that message.\nHuman Agent: I just want to double check, you are talking about the alert noise your phone makes when you get a notification, correct? And you are not asking about sound from the video clip when you view it in the app?\nCustomer: I want to hear the notifications that the camera is being activated by motion\nHuman Agent: You will also want to check the Notification settings and Sound settings in your phone settings. \nCustomer: I did\nHuman Agent: You are talking about the alert noise your phone makes when you get a notification, correct?\nHuman Agent: Well, lets double check that then. Because whether your phone makes a noise or not when you receive a notification is controlled by the phone settings. The app has no control over that.\nCustomer: Yes\nCustomer: If I’m not home and some walks in front of it, I wanna be notified by a sound\nHuman Agent: Yes, as I have said, whether your phone makes a noise when you receive a notification is controlled by the phone settings. There is no setting in the app that has any control or affect on that. That is a phone setting. That is how it works for pretty much every app on the phone. \nCustomer: I must have a defective camera because it’s set exactly like my blink camera and like my ring camera and like my Arlo camera and this is the only camera that does not give me a notification sound\nCustomer: I just got this camera two weeks ago\nHuman Agent: So you will want to go to the Notification setting and then go to the Sounds & Haptics settings and check the alert sound. Also make sure that your phone is not on silent or vibrate or do not disturb.\nHuman Agent: The camera does not send a sound. Whether your phone makes a sound or not is not determined by the camera.\nHuman Agent: Are you trying to hear sound from the camera when you watch the video of a motion alert made by the camera?\nCustomer: Why do all my other grand cameras work?\nCustomer: Brand\nHuman Agent: Unfortunately, I do not have information or support for other brands of cameras.\nCustomer: It just proves that it’s not a setting on my phone if all my other brand cameras are working and this is the only one that isn’t sending a signal to my phone for an alert. I feel that I have a defective camera here unfortunately it was a gift from my granddaughter.\nHuman Agent: Whether your phone makes a pinging sound or not when you receive a notification is entirely controlled by the phone settings. The camera does not control that. \nHuman Agent: Okay, are you there with the camera right now?\nHuman Agent: We can test the notifications.\nCustomer: Yes\nHuman Agent: Okay, I will sync and restart the camera now. You will want to close the app or lock the phone as it will not send a notification if you have the app open. \nHuman Agent: Then when it finishes rebooting and reconnects, just move in front of the camera and watch your phone to see if you get a notification.\nCustomer: Ok\nHuman Agent: I am syncing and restarting the camera because that resets the \"cooldown\" period for events on the camera as it may not make an alert or notification if there was a recent event.\nHuman Agent: Have you tried to create a motion event with the camera?\nCustomer: Yes\nCustomer: Sorry to say, but I didn’t do anything. All my other cameras still give me a sound notification. This is the only camera that doesn’t.\nHuman Agent: Okay, so did you move in front of the camera in the last few minutes after it rebooted?\nCustomer: Yes many times i’ve could visibly see it on my phone if I went to the app, but I couldn’t wasn’t alerted\nHuman Agent: And you had the app closed when you did it, correct?\nCustomer: I actually shut the phone off completely\nHuman Agent: Well, if the phone is turned off, you will not get a notification.\nCustomer: That I understand I turned the phone back on and then went in front of it with no notification by sound\nHuman Agent: So, did you have the app open on your phone when you went in front of the camera?\nCustomer:  Yes\nHuman Agent: You do not want the app open when you are trying to set off a motion event. The app will not notify you if the app is open.\nCustomer: I had to have the app open to talk to you\nHuman Agent: Okay, I will sync and restart the camera again. You will want to close the app or lock the phone as it will not send a notification if you have the app open. With the app closed, move in front of the camera to see if it creates a notification.\nHuman Agent: Right, so close the app, test it, and then open the app again/\nCustomer: Ok\nHuman Agent: You will need the phone turned on and the app closed when you try to create a motion event.\nCustomer: It did work thank you for putting up with my stupidity. I must’ve not realize that you have to shut the app to get a notification. Thank you for your help and patience.\nHuman Agent: You're welcome. I am glad that worked. It may have initially been an issue with a setting and then when you were testing it after, you just had the app open so it never notified you.\nCustomer: Yes\nHuman Agent: Do you have any other questions?"]
["Customer: Hello. I have an outdoor camera and it’s not working. I hear a constant clicking from the unit \nCustomer: I tried all that \nCustomer: Nope the product is defective \nCustomer: Yes\nCustomer: I need a replacement \nCustomer: Hello\nCustomer: Is this a bot or live\nHuman Agent: Hello, you've reached customer care, my name is Kylie. You were speaking with Mira before, Mira is our chatbot, First for me to assist you I will need to look up the specific device, can you send me the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid. \nCustomer: I have a outdoor camera. And it’s not working. I hear a constant clicking from the camera. I tried reboot still nothing. Inspected camera or cords all good \nHuman Agent: Yes, I can see the chat above, First I will need the cameras information before I can properly assist you.\nCustomer: Device ID: ZMD15KQI5201654\nCustomer: Are you there\nHuman Agent: Yes\nCustomer: Kylie?\nCustomer: Did you get my id number\nHuman Agent: Yes, I can see the whole chat, I'm trying to type a detailed message for you, please be patient.\nCustomer: Ok\nHuman Agent: I looked up this camera in our system, there is one thing I can have you do that can solve the issue, if it does not resolve the issue then sadly that will mean the camera wont function anymore at all. Can you swap this cameras cord with one of the other cameras that does work, after you swap the cords listen for the continuous clicking, if you still hear it then let me know, if it does not click the same and only clicks once or twice then tell me how the lights react and what color lights the camera has.\nCustomer: Are you still there\nHuman Agent: Yews I replied above, I will resend the message\nHuman Agent: \"I looked up this camera in our system, there is one thing I can have you do that can solve the issue, if it does not resolve the issue then sadly that will mean the camera wont function anymore at all. Can you swap this cameras cord with one of the other cameras that does work, after you swap the cords listen for the continuous clicking, if you still hear it then let me know, if it does not click the same and only clicks once or twice then tell me how the lights react and what color lights the camera has.\"\nCustomer: Yes I did that already i work in  I.T. \nCustomer: Same clicking with different cord\nHuman Agent: Okay, that means the issue is more then likely with the shorter portion of the cord, the connector on that short cord portion, or the camera itself and that's not fixable unfortunately. \nCustomer: So what can we do \nHuman Agent: This camera would not qualify for a replacement, it is outside of the camera warranty, which is 1 year, so I would advise keeping the longer portion of the cord as a spare cord for your other devices, then disposing the camera. \nCustomer: You guys don’t sell any more of these cameras that are single \nHuman Agent: If your community has an electronic disposal program I would recommend utilizing that for disposal, but its fine to throw the device away as normal waste as well.\nCustomer: You guys don’t sell them anymore or you guys ran out\nHuman Agent: We do, On our website we sell individual, as well as multi packs of our indoor outdoor cameras.\nCustomer: No I locked \nCustomer: Looked\nCustomer: Can you send me a direct link \n\nHuman Agent: D/static_file/de9ee221a5_1_20250221093501.png\nHuman Agent: The website looks like this for the outdoor section, we currently have a sale going on right now\nHuman Agent: https://www.zmodo.com/store/?qtyname=2 \nCustomer: It would let me add to cart \nHuman Agent: https://www.zmodo.com/store/?qtyname=2\nHuman Agent: If it wont let you add an item to the cart that would mean it is out of stock, if that occurs I would advise checking amazon for the cameras instead to see if there is still stock in their warehouses, we may have sold out due to the sale going on.\nCustomer: It’s ghosted out\nCustomer: Can you check which single outdoor camera is available \nHuman Agent: Sure, I can check, one moment.\nCustomer: ?\nHuman Agent: https://www.zmodo.com/1080p-wireless-security-camera-1pack-refurbished Looks like all of the individual packs of cameras have sold out due to the sale, this one may be the last one directly on our website but its also selling out quite quickly. You can choose this one or you can also check amazon as well, they have their own warehouses with our products so they may have more stock then us. \nCustomer: Any luck\nHuman Agent: I sent a message above\nHuman Agent: I said \"https://www.zmodo.com/1080p-wireless-security-camera-1pack-refurbished Looks like all of the individual packs of cameras have sold out due to the sale, this one may be the last one directly on our website but its also selling out quite quickly. You can choose this one or you can also check amazon as well, they have their own warehouses with our products so they may have more stock then us. \""]
["Customer: Troubleshooting\nCustomer: No connection \nCustomer: Cameras have no connection \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like your cameras are offline. Are their indicator lights currently flashing green?"]
["Customer: Set up\nCustomer: Hi\nCustomer: How can I add a camera using my desktop computer?\nCustomer: I am logged in, however I would like to connect a new camera and don't see such an option\nCustomer: Where in the desktop app am I supposed to find the \"Add Device\" option?\nCustomer: I am using the Web App, not the Mobile App\nCustomer: Does Zviewer solve this problem?\nCustomer: Does the app support old models\nHuman Agent: Hi my name is Wendy.  What type of camera are you wanting to setup?\nCustomer: I have a ZH-IXY1D\nHuman Agent: You would need to setup this type of camera on the phone app -it cannot be setup from a computer\nHuman Agent: What is the device ID on the camera? The ID will be on  a sticker on the camera, it will start with ZMD\nCustomer: ZMD13IKE2001188\nHuman Agent: ZMD13IKE2001188 uses QR code setup.  Is the indicator light on the camera blinking green right now?\nCustomer: Yes\nHuman Agent: If the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: Sounds great. Thank you!\nHuman Agent: You're welcome!\nCustomer: I actually had it set up a while ago on a different router and so it comes up on my accuont, however, the camera itself is not connecting to the wifi\nHuman Agent: you will need to set it up again in order to get it back online\nCustomer: Using the instructions you wrote above?\nHuman Agent: Correct the camera uses QR code setup\nCustomer: Perfect! Thanks!!\nHuman Agent: You're welcome!"]
["Customer: Why cant i connect the caneras to my wifi?\nCustomer: Im installing new cameras at my parents\nCustomer: -1\nHuman Agent: Hi my name is Wendy.  The cameras you are wanting to setup, they haven't been setup before?  What is the model of camera?\nCustomer: When i try to connect to the wifi, is says i cant connct to tge 5g, that i need to connect to 2.4 g. We only hsve tge 5g\nHuman Agent: 5GHZ wifi routers have a 2.4GHz wifi channel.  If it hasn't been setup yet on  your router you can contact your internet service provider or router manufacturer for help getting that setup \nHuman Agent: after you have the 2.4GHz wifi channel setup on your router then you can connect to 2.4GHz wifi and setup your camera"]
["Customer: Our camera quit working, the newest one we got from you guys. \nCustomer: There are no lights on, on it. We’ve tried unplugging it and plugging it back in. Please send us a new one.\nCustomer: Please send a replacement\nHuman Agent: Cameras purchased new from us would have a 1 year warranty. If it is still under warranty, then you can fill out the RMA form here https://www.zmodo.com/rma/\nHuman Agent: Is the camera plugged in with an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: It was purchased less than a year. It is plugged up through an extension cord. There is something else plugged into the other plug and it works fine.\nHuman Agent: I would recommend plugging the camera in directly to a wall outlet to test it. If there is still no light on the camera, then you would want to try using a different power adapter.\nCustomer: Please send a replacement. Or we will be canceling our service. You all have the order history and can see when we purchased it. Thank you.\nCustomer: The outlet is not the problem, I told you that above.\nHuman Agent: I did not say it was the outlet that was the issue. I said it may be an issue with the extension cord. The other thing to test is the power adapter that the camera plugs in to.\nHuman Agent: As far as a replacement would go, you would need to fill our the Return Merchandise Authorization form at https://www.zmodo.com/rma/\nCustomer: The camera is plugged into an extension cord, the extension cord is plugged into the outlet. There extension cord and outlet are fine. \nHuman Agent: I understand what you are saying, but some part is not working. How do you know what part is not working if you do not troubleshoot it? It could be the power adapter, as well.\nCustomer: I do not have all the information that the RMA is requesting. This is the third time we’ve had one of your cameras go bad and we’ve just bought another one. I’m not going through all that you are requesting on your RMA, we will be canceling our service if you all just can’t send a new one.\nHuman Agent: The RMA form is how we would send a new one. The only information you would need that is not your information is the SKU. Could I have the Device ID for the camera? I can tell you the SKU. \nHuman Agent: It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: GSG5001C0135947\nHuman Agent: SKU: GS-ACT397-3MP\nCustomer: Do we have to send the old camera back?\nHuman Agent: Yes, you would have to send the camera back for a Repair or Replacement.\nCustomer: The RMA will only let me select “customer ordered wrong item” and it’s wanting invoice #. Ridiculous \nHuman Agent: The invoice number is not a required field. And you can just put “customer ordered wrong item” for the reason and it is fine. The RMA is reviewed by our RMA department, so they will take a look at it anyway.\nCustomer: And now it’s wanting me to upload pictures! \nHuman Agent: Yes, it requires the invoice or order information for purchase information. That information is sent to the email address that you used for the purchase."]
["Customer: Troubleshooting\nCustomer: Agent \nCustomer: My camera named garage is not sending me notifications. It's recording but it's not sending me notifications\nCustomer: D/static_file/a73f999b46_1_20241104141150.jpg\nCustomer: It stopped on Oct 31\nCustomer: I can only playback entire days, not events.\nHuman Agent: Okay, I can sync and restart the camera again. Have you tested the signal strength at the camera and the upload bandwidth since the last time you contacted us about not getting notifications from that camera?\nCustomer: Yes I have. Signal strength is good. This is also the camera that won't update \nHuman Agent: What was the signal strength at the camera?\nCustomer: 4 bars\nHuman Agent: Okay, that is not how you would want to test the signal strength.\nHuman Agent: To test signal strength, you can download an app on your phone. If you are using Android, then you will want to download an app called Wifi Analyzer. If you are using iOS, then you can download an app called Airport Utility. You can use these apps to test the signal strength from your Wi-Fi near the cameras.\nCustomer: Oh ok. I will do that and test it next time I go to the garage \nCustomer: Will you sync and restart please?\nHuman Agent: Yes, I have done that already.\nCustomer: Thank you.\nHuman Agent: You're welcome.\nCustomer: Yes\nCustomer: I just downloaded the app but I don't understand it\nCustomer: D/static_file/973417c08c_1_20241104142438.jpg\nCustomer: This is what it says at the garage \nHuman Agent: You would tap on the fourth tab, the icon looks like a Wi-Fi signal. And that will show the signal strength of the networks that the phone can see. You will want to look for your Wi-Fi network in that list.\nCustomer: Ok. Let me try\nCustomer: D/static_file/7631781986_1_20241104142647.jpg\nCustomer: Vivian is the first one \nHuman Agent: Okay, and that is with your phone as close to the camera as you can get it? Does it stay at -48? Or does it change at any point?\nCustomer: It's still there \nCustomer: Now 52\nHuman Agent: I just want to check that you have the phone out in the Garage with the camera and it is as close to the camera as you can get it? Because the signal strength will change based on location.\nCustomer: Now 53\nCustomer: Yes. I am on the other side of the door about 2 feet away \nHuman Agent: You are on the other side of the door from the camera? Are you able to be on the same side of the door as the camera? Walls and other obstructions will affect the signal strength.\nCustomer: I have to go back and get the key \nCustomer: So is 53 not good?\nHuman Agent: The camera wants a signal between -40 and -60 dBm for a good consistent connection. -53 is within the range, but on the lower side. But it may be weaker at the actual camera, as well.\nCustomer: D/static_file/69ada83314_1_20241104143452.jpg\nCustomer: Now I'm closer to the camera and it's 69\nHuman Agent: Okay, so it may be a signal strength issue then. A signal of -69 dBm is a weaker signal than the camera wants, so that may be why it desyncs and stops sending alerts.\nCustomer: I see. Should I buy a signal booster?\nHuman Agent: Yes, you can try getting a Wi-Fi extender. That would get a stronger signal to the camera.\nCustomer: I have one. I will try to connect it and see what happens. Thank you for your help.\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Live agent please\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: Can you tell me approximately when the last time my living room camera was online\nHuman Agent: It looks like it was last online a bit before 7pm last night. That said, it's been going in and out fairly consistently so there is likely some sort of signal, power, or other network issue there at present. \nCustomer: I know right can you see anything like my last logon or password change or multiple devices logged on I have some wierd latency on my network\nHuman Agent: No, I do not have the ability to check that, though none of that would impact the device's online activity. If you're having issues with your network in general, it may be best to contact your internet provider. \nCustomer: Ok can I buy the cloud without an apple id\nCustomer: Subscription\nHuman Agent: You can. If you have an Apple phone and would like to do it without Apple, you would need to purchase cloud from the web app, user.funlux.com. That said though, cloud doubles the upload requirements of devices so it may be best to resolve network issues first to ensure it does not result in more issues for your devices. \nCustomer: ?\nHuman Agent: I'm unsure what you're asking. \n\nCustomer: Did you hang up on me\nHuman Agent: No. \nCustomer: No you didn’t hang up on me or I can’t subscribe with appleid\nCustomer: Without apple id\nHuman Agent: No I didn't hang up on you. In response to your question about Apple ID, I said \"You can. If you have an Apple phone and would like to do it without Apple, you would need to purchase cloud from the web app, user.funlux.com. That said though, cloud doubles the upload requirements of devices so it may be best to resolve network issues first to ensure it does not result in more issues for your devices. \".\nCustomer: That makes sense thank you.\nCustomer: How can you tell I have network issues \nHuman Agent: Your cameras keep going offline repeatedly. That generally indicates some form of network issue. You also told me previously that you are having weird latency on your network. \nHuman Agent: We will be closing in 7 minutes at 6pm CT. I would be happy to continue to assist you until then, but the chat will close at that time. If you would like a callback, you may schedule one via the button below. If you would prefer an email follow up instead, please let me know and provide an email you would like me to reach out on tomorrow. \nCustomer: That will be all thank you!\nHuman Agent: Okay, have a good evening!"]
["Customer: Troubleshooting\nCustomer: Solid green light\nCustomer: Solid green and then clicking and blinking green then back to solid green. \nHuman Agent: Hello, you've reached customer care, my name is Kylie. If the camera is going to a solid green like that is not a good sign and is an indication that there is a power issue, can you try swapping this cameras cord with another working camera or a spare then see how it reacts? tis normal for it to be green when the camera is booting up but after it starts flashing it shouldn't go back to solid green at all on its own."]
["Customer: Troubleshooting\nCustomer: agent\nCustomer: Agent\nCustomer: Hi Grant.....I'm getting late motion alerts all of a sudden, My alrets has always been on time\nCustomer: are you there?\nHuman Agent: Getting delayed motion alerts is typically caused by a network connection issue. Are you with the cameras currently to troubleshoot them?\nHuman Agent: And is it all of the cameras or just specific devices that have delayed alerts?\nCustomer: all of them\nCustomer: With my network everything has ben fine, I'm not with the cameras at the moment are there any troubleshooting steps you can give me\nHuman Agent: The two most common causes of connection issues are the upload bandwidth and the signal strength at the camera.\n\nYou can test the upload speed of the Wi-Fi network that the cameras are connected to. Make sure that your phone is connected to the same 2.4 GHz network that the cameras are connected to. You can use this website https://fiber.google.com/speedtest/ to test the speed of your network. It will test a download and then an upload speed.\n\nTo test signal strength, you can download an app on your phone. If you are using Android, then you will want to download an app called Wifi Analyzer. If you are using iOS, then you can download an app called Airport Utility. You can use these apps to test the signal strength from your Wi-Fi near the cameras.\nCustomer: I did speed test\nCustomer: D/static_file/9ff32cb9fd_1_20250122094504.jpg\nHuman Agent: I thought you were not with the cameras? You would need to test the upload bandwidth while with the cameras.\nCustomer: ok you said to go to Google Fiber....I went there and did a wifi speed test\nHuman Agent: Yes, but you would need to be on the same network as the cameras to see the upload bandwidth that the cameras have.\nHuman Agent: The upload is going to be different on different networks.\nCustomer: Right I am on the same network...\nI only have one internet provider\nHuman Agent: So you are with the cameras then? Are you at the location with the cameras currently?\nHuman Agent: The screenshot you sent looks like you are connected to your cellular data right now. If that is the case, then that would not be the Wi-Fi network that your cameras are connected to.\nCustomer: My mistake\nCustomer: ok I put on my wifi here is the results me by my zmodo cameras\nCustomer: D/static_file/deeaf229ec_1_20250122095219.jpg\nHuman Agent: Okay, so again, you are with the cameras currently?\nCustomer: I went to the back were the cameras at and I did the wifi speed test, Yes I was with the cameras and completed tge speed test\nHuman Agent: Because you need to be connected to the same Wi-Fi network. If you are at a different location, then you would not be on the same Wi-Fi network, so testing the upload speed of that network would not tell us anything about the upload speed that the cameras are using.\nHuman Agent: Okay, good. That upload speed is sufficient for just the cameras.\nCustomer: So I don't know why all of a sudden I'm getting late motion alertd\nHuman Agent: If you have other devices using upload on your network, that could potentially cause an issue, but that speed would likely be sufficient.\nHuman Agent: To test signal strength, you can download an app on your phone. If you are using Android, then you will want to download an app called Wifi Analyzer. If you are using iOS, then you can download an app called Airport Utility. You can use these apps to test the signal strength from your Wi-Fi near the cameras.\nHuman Agent: After you test the signal strength, if it is strong enough, I can try to sync and restart the camera and you can try to set off a motion event to see if there is any change.\nCustomer: Yes I do have another security camera on the same network Swann DVR Wifi\nCustomer: But that has never interfered with my zmode on time motion alerts at all\nHuman Agent: Network connection issues (insufficient upload bandwidth being one potential cause) can cause you to miss alerts or receive delayed alerts.\nCustomer: ok I'll install wifi analyzer and restart my modem....Hopefully that helps\nCustomer: Thank you for your support\nHuman Agent: You're welcome."]
["Customer: One of my cameras has not received info since 12/3. It is one with a subscription that has not expired. I have reset WiFi and Unplug/replug camera. My other camera is working fine.\nCustomer: One of my cameras has not received info since 12/3. It is one with a subscription that has not expired. I have reset WiFi and Unplug/replug camera. My other camera is working fine.\nHuman Agent: Hi my name is Wendy.  Camera Outside front door shows offline.  Is this the camera you are needing help with?\nHuman Agent: Hi my name is Wendy.  Camera Outside front door shows offline.  Is this the camera you are needing help with?\nCustomer: Yes \nCustomer: Yes \nHuman Agent: What color is the indicator light on the camera? and is the light blinking or solid?\nHuman Agent: What color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: It is blinking green \nCustomer: It is blinking green \nHuman Agent: Blinking green means the camera is in setup mode.  You can set the camera up again to get it back online.  When the camera is connected to your network the indicator light will switch to solid blue\nHuman Agent: Blinking green means the camera is in setup mode.  You can set the camera up again to get it back online.  When the camera is connected to your network the indicator light will switch to solid blue\nHuman Agent: You can set up the camera using Zink or QR code setup\nHuman Agent: You can set up the camera using Zink or QR code setup\nHuman Agent: ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nHuman Agent: ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nHuman Agent: QR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the phone app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nHuman Agent: QR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the phone app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*"]
["Customer: Troubleshooting\nCustomer: I can’t get my cameras to connect anymore I’ve tried to move distance of camera and everything, there is no reset button on my cameras either. So I’m coming to you \nCustomer: It’s a solid green \nCustomer: I’ve moved outlets and locations already before I messaged you \nCustomer: That hasn’t helped it is powered on I can’t get them to connect to my app anymore \nCustomer: I need to factory reset my device but don’t have my user manual \nHuman Agent: Hello, you've reached customer care, my name is Kylie. If after a minute the cameras lights are staying solid green then that's an indication that there is a power issue, have you tries swapping the cameras cord with another one to see how it reacts? \nCustomer: I moved recently and lost my user manual. Yes I have it’s happening with all 3 of my cameras \nHuman Agent: Did you see my message above?\nHuman Agent: If you have swapped the cords with all of the cameras, and they are still staying a solid green after being plugged in, then it would either be an outlet issue, or an issue with the cameras themselves. There is not an external reset for these cameras."]
["Customer: Can’t hear sound\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The cameras on your account do not have a microphone or a speaker so they do not support two way audio"]
["Customer: I purchased cameras 11/23 for spares and I am just now trying to set them up. Neither one of them will update. Is there some kind of warranty I can get on them?\nZmodo Mini WiFi Camera 2-Pack\n\n$75.99\n\n1\n\n$75.99\n\n\t\nZmodo 1080p Full HD Outdoor WiFi Camera\n\n$75.99\n\n1\n\n$75.99\n\nSubtotal\t$151.98\nDiscount (Thanks30)\t-$45.59\nShipping Handling\t$0.00\nTotal\t$106.39\nBilling Information\n\nShipping Information\n\nSandra Ewertz\n4504 County Road V\nWiggins, Colorado, 80654\nUnited States\nT: 9707689511\tSandra Ewertz\n4504 County Road V\nWiggins, Colorado, 80654\nUnited States\nT: 9707689511\nCustomer: It was the indoor cameras \nCustomer: We’ve had these cameras for a long time. I don’t need help setting them up. I would like to get these teplaces\nCustomer: Is there warranty? I ordered these awhile ago but am just now using them. Neither one will update \nCustomer: Is this customer support?\nCustomer: Thanks!\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Oh shoot I’m not around the cameras now. I’ll have to get that Information later \nHuman Agent: Alright, you can contact us later with the Device ID. The only camera currently on your account that has an update available is offline. That means that it is not connected to the internet. The camera will need to be online in order to download and install the update. If the issue is that the camera is offline, then when you are with the camera, we can help you troubleshoot it to see why it is offline.\nCustomer: Ok I’ll get the information you need and reconnect with support thanks!\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: How do I view image from the camera\nCustomer: Troubleshooting\nCustomer: What does poor condition mean \nCustomer: Unable to establish secure channel poor connection\nCustomer: ITried to update firmware twice and it failed both times\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Your camera is offline. Is it currently flashing green?"]
["Customer: I have 3 older WIFI camera that just started not working they are still listed on this site to test but I cannot connect them they will not broadcast the ZMD-SAP connection\nCustomer: I have purchased 4 new cameras and set them up in minutes using above procedure the old cameras will not broadcast the ZMD-SAP network the new ones did\nCustomer: I am sitting beside my router using same setup as for old cameras they will not broadcast ZMD-SAP\nCustomer: ZMD-SAP does not show up on my WIFI that is what I am trying to tell you I cannot set up without it\nCustomer: I have tried these steps over and over again\nHuman Agent: Hi my name is Wendy.  All of the cameras connected to this account can use QR code setup.  With QR code setup you don't need to connect to zmd_sap network\nHuman Agent: Are the indicator lights blinking green on the cameras?\nCustomer: nothing happens when presenting the qrcode\nHuman Agent: Are the indicator lights blinking green? or what color are the indicator lights? and are the lights blinking or solid?\nCustomer: I have a solid green light\nHuman Agent: Did you just plug it in? or does it stay solid green?\nCustomer: about every 10 seconds I hear a click solid green light\nHuman Agent: Solid green can indicate a power issue.\n\nIs the camera connected directly into a wall outlet, a power strip, a surge protector, or an extension cord?\n\nIf you are using a power strip, surge protector, or extension cord, please unplug from that, plug the camera in directly to a wall outlet with the original power adapter.\n\nCustomer: direct connect original adapter trying another camera blinking blue light\nHuman Agent: okay good blinking means the camera is in setup mode.\nHuman Agent: Zmodo QR code instructions: \n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\nIf the indicator light on the camera is blinking, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\n***The camera should be next to your router during setup, 5ft or less to your router***\n\nCustomer: blinking blue then green\nHuman Agent: sometimes this indicates that the 2.4GHz wifi password is incorrect.  \n\nThe app lists your 2.4GHz wifi network name? You are just entering the password?\nCustomer: saw ZMD-AP network but went away\nHuman Agent: you don't need to connect the zmd_sap network.  For QR code setup your phone should be connected to 2.4GHz wifi\nHuman Agent: another thing to check -go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location\n\nmake sure your phone is connected to 2.4GHz wifi\n\nthen go through setup again\nCustomer: connection keeps timing out\nHuman Agent: camera is plugged directly into a wall outlet with just the original adapter?  no extension cords, power strips, surge protectors.\n\nYou checked location / precise location in your phone's settings for the app?\n\nYour phone is connected to 2.4GHz wifi?\nHuman Agent: Camera is close to the router? 5ft or less in the same room?\nCustomer: I am doing everything right! I connected 4 brand new cameras an hour ago they broadcasted the ZMD-SAP network and connected fine\nHuman Agent: The cameras with test in their names can use Zink  setup.  garden, yard, porch, shed, use QR code setup\nCustomer: Those are the ones I am trying they do not sense the qr code\nHuman Agent: You could unplug your router for 3 minutes then try setup again after the router is back online after the 3 minutes.  A power cycle of at least 3 minutes on the router, can help it forget any temporary restrictive behavior it may have adopted.\nHuman Agent: Here are some other troubleshooting steps to go through:\n-Double check your smartphone is connected to 2.4GHz wifi, the same router you want the camera setup to.\n-Both the 2.4GHz wifi name and password are case sensitive.\n-Go to your phone's settings, make sure location services are enabled for the app, along with precise location.\n-Turn lights on in the room you are in when setting up the camera. Turn your phone's brightness level all the way up.\n-Move the camera next to the router for setup, 5ft or less to your router, in the same room.\n-Font size should be small.\n-Use the original power adapter plugged directly into a wall outlet, don't use a extension cord or power strip.\n-When scanning the QR code, hold your phone & camera as steady as possible, both upright, the camera lens needs to read the QR code on your phone.\n-Log out of the app and back in, or try restarting your phone.\n-A power cycle of at least 3 minutes on the router, can help it forget any temporary restrictive behavior it may have adopted. This means unplugging the router for 3 minutes, when the router is back online again try setup again.\n-Make sure antenna is connected tightly to the camera\n-Go to your phone's wifi settings, forget the 2.4GHz wifi that you are connected to, then reconnect to it, you can double check the wifi password doing this. Then try setup again making sure to enter the wifi password carefully, the wifi name/password are case sensitive. Remove special characters and spaces from the SSID name/password if there are any.\n-Try setup from a different phone or tablet\n-uninstall the app, restart your phone, reinstall the app, allow all permissions during the install.\n\nCustomer: are you saving this chat so I can get back in\nHuman Agent: yes chats can be looked up by agents\nHuman Agent: we will stay connected for 7 minutes without activity\nCustomer: how long should it take for the qr code to work\nHuman Agent: you have many cameras offline so when going through setup it can take longer - scanning the QR code for the one camera, the app may be trying to get all the other cameras online at the same time.\n\nusually with just 1 camera it can take 30seconds to 1 minute to scan the QR code\nCustomer: what is blinking green and blinking blue\nHuman Agent: Sometimes when the indicator light flashes between green & blue it means there is a typo in the wifi name or password.  \nCustomer: I only have 1 powered at a time for test\nHuman Agent: okay.  it should take 30 seconds to 1 minute to scan the code\nCustomer: OK Im leaving\nHuman Agent: ok"]
["Customer: Troubleshooting\nCustomer: i have two cameras that i need to reset\nCustomer: model zp-ibh15-w\nCustomer: Troubleshooting\nCustomer: model zp-ibh15-w reset to factory settings\nHuman Agent: Hello, you've reached customer care, my name is Kylie. When you look at the cameras lights what color are they and are they solid or flashing?\nCustomer: representative\nCustomer: oh im so sorry - the light is blue\nCustomer: i rerouted to a different website and had a scammer call me\nCustomer: to try to get access to my computer from an IP address\nHuman Agent: Are you able to send me the cameras Model and ID number, I will look up the device to see if it is online or offline, if it is online and not tied to an account I can add it to this account for you.\nHuman Agent: The Model and ID numebr are on the cameras sticker, the ID will start with ZMD or GSG, it is not the fccid."]
["Customer: My camera wont update. Its failed for 8 times \nCustomer: It still wont update\nCustomer: Still wont update\nCustomer: Already checked\nCustomer: Customer service \nCustomer: ? \nHuman Agent: Hello, my name is Grant. The camera on your account is offline. That means the camera is not connected to the internet. The camera cannot update when it is offline.\nHuman Agent: Are you there with the camera at this time?\nCustomer: Yes i am\nHuman Agent: Can you tell me what light you see on the camera?\nCustomer: Ita never been unconnected \nCustomer: Soild green\nHuman Agent: Solid green is what the camera should be when you first plug it in, but it should change pretty quickly. Did you just plug the camera in or has it been plugged in for a while?\nCustomer: Its been plugged in. Never unplugged \nCustomer: Should i unplug and plug it back in?\nHuman Agent: Alright, that means the camera is not powering on. Is the camera plugged in to an extension cord or power strip? Or is the camera plugged in directly to a wall outlet?\nCustomer: Power strip\nCustomer: Its been for over a year and never had this issue. Until it asked for an update\nHuman Agent: Can you try plugging it in directly to a wall outlet? Also double check the connection where the cable plugs in to the camera.\nCustomer: Let me try\nCustomer: Blinking green now\nCustomer: Now solid blue\nCustomer: Dies that mean its working? \nHuman Agent: Now the camera is online. You should now be able to see live video from the camera.\nHuman Agent: You can also start the update if you would like to.\nCustomer: Awesome ok it worked. Thank you\nHuman Agent: You're welcome."]
["Customer: I talked to someone the other day we had a new WiFi system out in and none of the 4 cameras will work \nCustomer: Yes I checked and it deleted the cameras and won’t let me re add them \nCustomer: What’s the number to costumer support \nHuman Agent: Hi my name is Wendy.  Please provide the device ID of the camera/s  you're needing help with. Check the sticker on the device, which might start with ZMD or GSG, typically found under the barcode. \n\nHuman Agent: I just sent you an invite so you can schedule a callback\nCustomer: Zmd12JU68259192\nZmd12k668285297\nZmd12k668228582\nCustomer: I have a 4th one but the sticker is completely gone on it \nCustomer: ZMD12k668285774\nCustomer: Found the 4th one \nHuman Agent: Thanks.  ZMD12K668285774 shows online.  its connected to a different email - do----@hotmail.com\nHuman Agent: Do you have access to login to the app with this other email?\nCustomer: Is it Not dolphin_lady1@hotmail.com\nHuman Agent: Yes login  to the app with this other email\nCustomer: I thought so are they anyway we can change the password that might be the problem but it’s saying no internet  \nHuman Agent: change the app login password? or what password are you wanting to change?\n\nCan you view the live feed from ZMD12K668285774 ? this one shows online on my end."]
["Customer: Troubleshooting\nCustomer: Why cant i reset my device \nCustomer: It was set up before but some one took it down so am unable to go back online \nCustomer: Have been trying that for about a week now and it just keep saying invaluable code are something like that\nCustomer: When i scan it just say unable to connect\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: 57252\nHuman Agent: The ID will be longer than that\nCustomer: 57255\nHuman Agent: D/static_file/0d3bbc6662_1_20241011162458.png\nHuman Agent: The ID may look like this camera picture\nCustomer: D/static_file/402925e948_1_20241011162707.jpg\nCustomer: D/static_file/84c2abf704_1_20241011162719.jpg\nCustomer: D/static_file/6ee6d143e3_1_20241011162724.jpg\nCustomer: Thats all i have to show \nCustomer: Because this was ship to me from overseas\nHuman Agent: GSG56JGC0057252 is a Goaofoeoi GS-H2931-V330 - you will want to contact Goaofoeoi support by email.  Their email is piggyxlin@163.com\nCustomer: Ok thank u\nHuman Agent: You're welcome"]
["Customer: mira are you a real person?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: Are you a live person?\nHuman Agent: Yes. \n\nHuman Agent: Mira is our chat bot, but agents are available during agent hours on request. So you initially were speaking to our chat bot but are now speaking with a person. \nCustomer: OK great!  I have had Zmodo cameras and the App for over 8 years.  All of a sudden my app will only let me see events one time with out rebooting my cell phone again.  Then is workes one time.  What could be the issue?  I have cleared the cash.\nHuman Agent: Is the app you've been using the Zmodo app? What is the email or phone number tied to your account?\nCustomer: Yes it is the Z app.   sforge@kc.rr.com\nCustomer: hello\nHuman Agent: Thanks, is the app fully updated? Are you on Android or iOS?\nCustomer: Android, I have 6.0.5.07028\nHuman Agent: Okay, yes that does seem to be fully up to date. We have not had any other reports so far since the update earlier in the month of an issue like this. One moment as I attempt to recreate it on one of our own accounts. \n\nHuman Agent: I do not seem to have the same issue. To be clear, what I did was I went to the events tab of the app, tapped an event, watched it, then hit the play button and it played again. I then selected another event and it also played. Does that match up to approximately what you are doing, except that yours will only play the one time?\nCustomer: NO>  I can view all the cameras in the event at a single time.  it is when I close zmodo then and hour or so later I go back in it will not let me view events with out rebooting my phone or doing a restart.\nCustomer: Yes and No I guess\nHuman Agent: So they work initially, but if you close the app and then try to view them again later, you cannot view any events or just the events that you had viewed before are no longer viewable?"]
["Customer: Troubleshooting\nCustomer: No contact with cameras over internet \nCustomer: Cannot view \nCustomer: No images \nCustomer: The camera is not connecting to the internet \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Sound \nCustomer: How to turn on the sound feature \nHuman Agent: Hi my name is Wendy.  The outdoor bullet cameras connected to this account do not have a sound/audio feature.\nHuman Agent: There are indoor Mini Pro cameras with 2-way audio: https://www.zmodo.com/1080p-indoor-wifi-camera\nHuman Agent: There are outdoor battery cameras with 2-way audio:  https://www.amazon.com/Zmodo-Security-Rechargeable-Detection-Waterproof/dp/B0DJ1LFNRP/ref=b2b_gw_d_puwl_d_sccl_1/132-6977896-3820560?pd_rd_w=xxFyn&content-id=amzn1.sym.e29f9610-d9f9-499e-a6c0-e695a640e957&pf_rd_p=e29f9610-d9f9-499e-a6c0-e695a640e957&pf_rd_r=XKND1E7X1X67PJFJP4XJ&pd_rd_wg=TUV85&pd_rd_r=ea365da1-f476-413a-896a-162d0f1b4aeb&pd_rd_i=B0DJ1LFNRP&psc=1\nCustomer: Appreciated \nHuman Agent: You're welcome!"]
["Customer: We have successfully had a number of Zmodo cameras in use at my summer cottage for many years. We recently changed wi-fu service providers and have been unable to connect to the new network. When going thru setup, I am getting stuck at the QR code scan as nothing happens. \nHuman Agent: Hi my name is Wendy.  \nCustomer: How can I tell? \nHuman Agent: Cameras named Lobster camp 2, 3, & 4 use Zink setup.  Are the indicator lights on the cameras blinking green?\nHuman Agent: You may have a couple different wifi options to connect to.  One may have 2.4G or 5G at the end of the name to let you know which channel it is.\nCustomer: No\nHuman Agent: No whta?\nHuman Agent: *No what?\nCustomer: No blinking green. \nHuman Agent: What color are the indicator lights on 2, 3, & 4 and are the lights blinking or solid?\nCustomer: It looks like it’s 5g\nHuman Agent: You would want your phone connected to 2.4GHz wifi for setup, Zmodo wifi cameras need to be setup using 2.4\nCustomer: I see solid blue on one camera \nHuman Agent: which one? What is the name or device ID on the camera?\nCustomer: Device ID on the camera?  Which number? Model #?\nHuman Agent: The device ID will be listed on a sticker on the camera and start with ZMD\nCustomer: Ok ZMD18ADIH501359\nHuman Agent: ZMD18ADIH501359 Lobster Camp 5 shows online.  The 3 cameras that show offline on my end are lobster camp 2, 3, & 4\nHuman Agent: ZMD12A683000289 Lobster Camp 2\nZMD12K468273678 Lobster Camp 3\nZMD12K468273741 Lobster Camp 4\nHuman Agent: What color are the indicator lights on these 3 cameras? and are the lights blinking or solid?\nCustomer: The lights are very hard to see. One had blinking green\nHuman Agent: Blinking green means the camera is in setup mode.  Lobster camp 2, 3, & 4 use Zink setup.\n\nZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step."]
["Customer: Troubleshooting\nCustomer: Troubleshooting camera\nHuman Agent: Hi my name is Wendy.  Camera ZMD14CWE2203579 named smart device shows offline.  is this the camera you are needing help with?\nCustomer: Yes\nHuman Agent: What color is the indicator light on the camera? and is the light blinking or solid?  The red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid.\n\nCustomer: Should I unplug and restart \nHuman Agent: What color is the indicator light on the camera? and is the light blinking or solid?  The red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid.\nCustomer: I'm not home, my daughter is checking \nHuman Agent: ok"]
["Customer: Unable to add Frontyard7583 camera\nCustomer: Flashing green light on zmodo camera won't connect \nCustomer: It's blinking green \nCustomer: I have several times. My other 3 cameras work. This one keeps flashing green \nHuman Agent: HI my name is Wendy\nHuman Agent: Could you please provide the device ID on the camera that is flashing green?\nHuman Agent: The ID will be listed on a sticker on the camera and will start with ZMD\nCustomer: Sure\nCustomer: ZMD17FW18907583\nHuman Agent: ZMD17FWI8907583 can use Zink or QR code setup.  Blinking green means the camera is in setup mode ready to be setup.\nHuman Agent: QR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: I have but will try again\nHuman Agent: okay thanks"]
["Customer: I can’t make the camera connect it says unable to locate zmd\nCustomer: It’s not even listed in my wifi at all \nCustomer: Zmd isn’t listed as a WiFi option \nCustomer: How can I speak to someone \nCustomer: On the phone. An actual human \nCustomer: Agent\nHuman Agent: Hi my name is Wendy\nHuman Agent: Did you get a new router? or update your wifi name/password?  all of your devices are offline\nCustomer: Hi I need help connecting my cameras \nCustomer: They’ve been offline for a long time \nHuman Agent: Are the indicator lights on the cameras blinking green?\nCustomer: Blinking blue and blinking green\nHuman Agent: which camera is closest to your router right now?\nCustomer: driveway \nHuman Agent: driveway  camera uses QR code setup\nHuman Agent: QR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: Do they all use qr? None are online at all?\nCustomer: If I go out of the chat to add the camera I  loose it \nHuman Agent: we will stay connected for 7 minutes without activity.  \n\ndriveway and south cameras use QR code -the other cameras all use Zink"]
["Customer: Troubleshooting\nCustomer: I’m having trouble one of my new cameras that I ordered back in December. The picture quality is gray. For some reason. I feel like it’s stuck on night vision all the time. It doesn’t swing back to a normal and I have an automatic. Can you please help me with that.\nCustomer: I already try and doesn’t work\nCustomer: Agent \nCustomer: OK\nHuman Agent: You may want to try changing the sensitivity of the Night Vision setting. You can also try temporarily setting it to Always Off to see if that changes the image.\nCustomer: I try both when I switch it to always on it. Those changes the image, but when I put it back and auto, it goes back to where it was.\nCustomer: I’m not sure. what next steps I can take.\nHuman Agent: You mean when you switch it to Always Off?\nHuman Agent: You can try adjusting the sensitivity of the night vision on the Auto setting.\nCustomer: Let me ask you this question. What happens if I reset the camera. That means I had to Three connect again to our Wi-Fi.\nCustomer: Re\nHuman Agent: It may not be getting enough light on the light sensor to change turn the night vision off. You can try shining a light on the camera and then seeing if the infrared lights turn off.\nHuman Agent: If you reset the camera, then you will just need to set it up again with the QR Code setup to connect to your Wi-Fi network.\nCustomer: OK, I might try to do that and see what happens"]
["Customer: One of my cameras is frozen stopped working and says trying to find a secure connection \nCustomer: 1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Is this your camera named Carport? It looks like it's currently offline. Is the indicator light flashing green on it?"]
["Customer: Set up\nCustomer: Hi I got a new WiFi and I can not figure out how to set it\nCustomer: Been years ago. I can’t remember \nCustomer: How can I connect my Wi-Fi to this device?\nCustomer: Bluetooth?\nCustomer: I do not know how to connect to wifi\nHuman Agent: Hi my name is Wendy.  Are you wanting to setup camera named Lisa's eyes?\nCustomer: Yes\nHuman Agent: What color is the indicator light on the camera? and is the light blinking or solid?  The red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid.\n\nCustomer: Blinking green \nHuman Agent: Blinking green means the camera is in setup mode.  When the camera has been setup and connected to your network the indicator light will switch to solid blue.\n\nZmodo ZINK setup instructions:\n-First go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n-Then turn off mobile data for your phone.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup. Please remain within 5 feet of the camera for the entire process.\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have a tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.  Follow the in-app instructions to complete setup.\n\nCustomer: I do not have the zink app \nCustomer: Do I need to download it\nHuman Agent: what app are you using? \nCustomer: Funlux\nHuman Agent: okay you can follow the same steps using the Funlux app\nHuman Agent: Blinking green means the camera is in setup mode.  When the camera has been setup and connected to your network the indicator light will switch to solid blue.\n\nFunlux ZINK setup instructions:\n-First go to your phone's settings for the Funlux app and make sure location is enabled while using the app along with precise location.\n-Then turn off mobile data for your phone.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup. Please remain within 5 feet of the camera for the entire process.\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have a tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.  Follow the in-app instructions to complete setup."]
["Customer: Cannot connect to live view\nCustomer: -1\nCustomer: I have reset network, uninstalled and reinstalled app and still not working\nCustomer: Can you connect me ?\nCustomer: Support team \nHuman Agent: Which camera are you having trouble with seeing the live video for?\nCustomer: Front camera \nCustomer: We also haven’t seen a alerts since 9/22\nCustomer: Would you need device id ?\nHuman Agent: It looks like that camera goes online and offline frequently, which typically indicates a network connection issue. The two most common causes are the signal strength and the upload bandwidth. Are you there with the camera to troubleshoot the camera?\nCustomer: No unfortunately I’m at work \nHuman Agent: Okay, you would want to be with the camera to troubleshoot it. I can give you steps to troubleshoot it when you are there. I can also try to sync and restart the camera, but that may not resolve the issue if it is a network connection issue.\nCustomer: yes if you can that would be great \nCustomer: I can do it when I get home \nCustomer: It is the only one we are having issues with \nHuman Agent: To test signal strength, you can download an app on your phone. If you are using Android, then you will want to download an app called Wifi Analyzer. If you are using iOS, then you can download an app called Airport Utility. You can use these apps to test the signal strength from your Wi-Fi near the cameras.\nHuman Agent: You can also test the upload speed of the Wi-Fi network that the cameras are connected to. Make sure that your phone is connected to the same 2.4 GHz network that the cameras are connected to. You can use this website https://fiber.google.com/speedtest/ to test the speed of your network. It will test a download and then an upload speed. The upload speed is the important one for the cameras.\nCustomer: Our driveway camera is right next to it and we don’t have issues with that one \nHuman Agent: I also synced and restarted the camera.\nCustomer: We have fiber and pretty high speed \nHuman Agent: The upload speed is not the only issue and it can change, so you would want to test it.\nCustomer: Got it okay I’ll troubleshoot \nCustomer: What is the ideal upload speed ?\nCustomer: Does having multiple cameras connected reduce the upload speed ?\nHuman Agent: Each camera is going to use a certain amount of bandwidth. the 720p cameras will use 1 Mbps without a subscription and 2 Mbps with a subscription. 1080p cameras will use 2 Mbps without a subscription and 4 Mbps with a subscription. And that is per camera.\nCustomer: Got it thank you I’ll check this out \nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Why can’t I get alerts in the new app for our new camera\nCustomer: My camera is an outdoor wireless . \nCustomer: We have the old Zmodo app and now this new one. Do we need to delete the old Zmodo app donut roll work\nCustomer: Okay\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you referring to Smartz? Both apps should be able to give notifications if you have them enabled."]
["Customer: Set up\nCustomer: How do I switch WiFi as my WiFi has changed\nCustomer: How do I do that\nHuman Agent: Hi my name is Wendy.  Are the indicator lights on your cameras blinking green right now?\nCustomer: My WiFi name has changed\nHuman Agent: Hi\nHuman Agent:  Are the indicator lights on your cameras blinking green right now?\nCustomer: Let me check\nHuman Agent: ok thanks\nCustomer: No\nHuman Agent: What color are the indicator lights? and are the lights blinking or solid?\nCustomer: Nothing is blinking right now. When I view cameras it’s just spinning \nHuman Agent: You should see indicator lights on the cameras.  For the 2 bullet outdoor cameras the indicator light is inside the lens of the camera. \nHuman Agent: You should see a green or blue light that is either blinking or solid\nCustomer: I will look again\nHuman Agent: The red light you may see is the IR night vision light. \nCustomer: Blinking blue\nHuman Agent: Blinking means the camera is in setup mode.  When the camera connects to your network the indicator light will switch to solid blue.\n\nAll 3 of your cameras can use QR code setup.\n\nSmartz QR code setup instructions:\n\nMake sure your smartphone is connected to 2.4GHz wifi then on the Smartz app tap on “Devices”, scroll down and tap on “Add device”.  Follow the in-app instructions to complete your setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n***The camera should be next to your router during setup, 5ft or less to your router***\n\nCustomer: Sound good thank you\nHuman Agent: You're welcome!"]
["Customer: I have a camera that will not update it is zmd13hbe2281119\nCustomer: 1\nHuman Agent: Hello, my name is Grant. That camera is currently offline. The camera needs to be online in order to download and install the update. Are you there with the camera currently?"]
["Customer: My upstairs camera is not working. It just clicks. My downstairs main camera is working. \nCustomer: I did these steps\n\nCustomer: He camera does not connect\nCustomer: I have tried everything. This has been going on for weeks \nCustomer: Still not working\nCustomer: Do not see ZMDSAP\nCustomer: It is not an option for WiFi \nCustomer: I need help\nCustomer: I need a real person \nCustomer: I need to talk to someone live \nCustomer: Agent\nCustomer: My camera light is solid green and it just keeps making clicking noises. \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: When I try to view the camera from the app it shows it is not connected. \nCustomer: ZMD17G8IG913839\nHuman Agent: Is the light on the camera still solid green?\nCustomer: It was blinking but now it is solid and making clicking sounds again \nCustomer: It blinked for a few seconds before turning solid \nHuman Agent: That indicates a power issue with the camera. Is the camera plugged in to an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: Directly to the wall outlet \nHuman Agent: Then you can try unplugging the camera and plug it back in to make sure the connection is good. If it still goes back to solid green, then you would want to try a different power adapter. The camera uses a 5V1A power adapter with a micro-USB connector.\nCustomer: Let me check if I have a different adapter to try\nCustomer: I’m trying a new adapter now. The green light is blinking but waiting to see if it connects to app \nHuman Agent: Is the light still flashing green?\nCustomer: Yes. The green light is flashing. The circle on camera on app says establishing a secure connection and circle keeps spinning\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Said connection is tuned out when I held it in front of camera to scan QR code \nCustomer: Timed out\nHuman Agent: The camera is online.\nCustomer: Hello??\nHuman Agent: Did you receive my message? The camera is online. The QR Code setup connected the camera.\nCustomer: I didn’t get your message \nCustomer: Yay I see it did connect! The light is blue and I can see on the app the area the camera is monitoring \nCustomer: Thanks so much!!\nHuman Agent: You're welcome. Do you have any other questions?\nCustomer: No im grateful that the camera is working again. I wish I had gotten your help sooner!\nHuman Agent: I am glad the camera setup and please do not hesitate to contact us if you have any questions in the future.\nCustomer: Thx!!"]
["Customer: Troubleshooting\nCustomer: Nvr failure \nCustomer: Still exists \nCustomer: The nvr stays on green leds\nCustomer: At LAN port only one led is blinking \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see what kind of NVR you have\nCustomer: Hello Kylie, Is possible to have whatsapp call\nHuman Agent: No, We are unable to provide support through Whatsapp, if you would like a Phone call I can send you the call scheduler so you can schedule a phone call instead though, would you like that?\nCustomer: D/static_file/88218c2bc6_1_20241107160603.jpg\nCustomer: D/static_file/0efe35bc77_1_20241107160633.jpg\nHuman Agent: my last message may not have gone through  \"No, We are unable to provide support through Whatsapp, if you would like a Phone call I can send you the call scheduler so you can schedule a phone call instead though, would you like that?\"\nCustomer: D/static_file/a977209f15_1_20241107160721.jpg\nCustomer: No lets try thru this chat\nCustomer: On the LAN i see only one led is blinking \nHuman Agent: Okay, are all of the cameras you use with this NVR wired or are any wireless?\nCustomer: Wireless \nHuman Agent: Are you able to see all the cameras live in the app?\nCustomer: Yes\nCustomer: D/static_file/73d479926e_1_20241107161056.jpg\nHuman Agent: Okay, Have you tried to reset the NVR while its unplugged from the router?\nCustomer: I have reset, but with plugged\nCustomer: Should i try with unplugged\nHuman Agent: Okay, When you did that, it did not reset any of the wireless cameras? normally when you reset an NVR while its plugged into the router it will reset the wireless cameras if its communicating with the router through the Ethernet cord. \nCustomer: Are you there?\nHuman Agent: Yes, I sent a message, let me send it again \"Okay, When you did that, it did not reset any of the wireless cameras? normally when you reset an NVR while its plugged into the router it will reset the wireless cameras if its communicating with the router through the Ethernet cord\"\nCustomer: No it didn't reset the cameras \nHuman Agent: Okay, that means its not communicating with the router, have you tried to swap the Ethernet cord with a different one at all?\nCustomer: Yes\nCustomer: As mentioned why only led at the Lan port is blinking \nHuman Agent: Okay, did you try putting the ethernet cord into a different port on the router?\nCustomer: Yes\nHuman Agent: after you changed the ethernet cord, did you reboot the router?\nCustomer: The same ethernet cable is working on a laptop \nCustomer: May be not , a will try\nHuman Agent: Ethernet cords, can work for other devices, but they may not work for NVRs if they re not transmitting that Data properly. \nCustomer: Okay\nCustomer: I try different ports already and different cable\nHuman Agent: Okay, if that does not work then that may indicate an issue with the NVRs ethernet port, if that's the case then the only option would be to get another one unfortunately. \nCustomer: Okay \nCustomer: But can not find a new one\nCustomer: Only ebay\nHuman Agent: You would have to search for another Zmodo or Funlux SPOE NVR that supports wired devices through third party's like eBay. Unfortunately we no longer make NVRs so we do not sell them."]
["Customer: Set up\nCustomer: Mis cámaras no están sirviendo por que !?\nCustomer: 1\nCustomer: Gracias 🙂 \nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon. ¿Las cámaras parpadean en verde actualmente?\n\nCustomer: Ahora mismo hi! Dillon estoy fuera de casa \nCustomer: Pero en la mañana si parpadean verde y azul \nHuman Agent: Bien, como las cámaras están fuera de línea, deberás estar en el lugar para solucionar el problema. Sin embargo, si cambian entre verde y azul (un parpadeo por color de ida y vuelta), es posible que estén conectados a algo, pero no tengan acceso a Internet. Esto podría suceder si están bloqueados por un firewall, conectados a un enrutador o extensor sin Internet o si hay otros problemas de red. ¿Es posible que los tenga en un extensor antiguo que estaba en una red antigua?"]
["Customer: Set up\nCustomer: One of my camera is not working. What should I do?\nCustomer: There is no indicator light coming up on camera even though it is plugged into the wall\nCustomer: Need further assistance \nCustomer: Agent\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD18L9IH503218\nCustomer: Still no light\nHuman Agent: Alright, the light will be inside of the camera. You will want to look in the front of the camera. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: No light\nHuman Agent: Can you cover the camera lens to block any light getting to the camera? And can you tell me if the infrared lights turn on when you do that?\nCustomer: Now I see the Green light by changing the cord which is connected with the camera \nHuman Agent: That sounds like an issue with the power adapter then. Is the light solid green or flashing green?"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Support\nCustomer: My device is not working \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Hello\nHuman Agent: Hello, you said you are having trouble with your camera. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I don’t see a sticker\nHuman Agent: It will likely be on the bottom or back of the camera.\nCustomer: It’s making a clicking noise\nHuman Agent: Okay, can you give me any information about the camera? What kind of camera is it?\nCustomer: D/static_file/9e15cb483e_1_20241114091758.png\nHuman Agent: What light do you see on the doorbell camera?\nCustomer: I don’t see a light\nHuman Agent: Can you take the doorbell off of the bracket that it is mounted on? Then just look at the two wires and make sure they are still making good contact with the bracket and are not loose or touching each other. Then you can remount the doorbell on the bracket and look for a light on the doorbell.\nCustomer: Can you try rebooting it before I go thru all of that\nHuman Agent: No, I cannot. The doorbell is offline so I cannot communicate with it. And if there is no light on the doorbell, then it is likely not powered on."]
["Customer: Troubleshooting\nCustomer: Reset\nCustomer: I have two locations Connecticut and Florida.    Florida is not connecting. \nCustomer: I have checked them.  How do I reset WiFi? Power was out for a bit.  \nHuman Agent: Hello, my name is Grant. If the cameras are offline after a power outage, then you will want to reboot the cameras and reboot the router. If the cameras still remain offline, then you can try to reconnect them with the initial setup method."]
["Customer: Connectivity issue\nCustomer: -1\nCustomer: Camera won't stay connected \nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Care agent \nCustomer: ZM-W0002-2\nCustomer: I recently purchased eight cameras through Amazon from your company, all of the cameras work except one. It will not stay connected to my internet at all, I have tried all troubleshooting suggestions and nothing has worked so far. I think I need a new one sent out.\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Oh ok. I will have to reach back out with that info. I'm not currently at home to get that info for you. All I have with me is my Amazon Order #\n\n112-1951376-6648249\nCustomer: Its an outdoor wifi camera. 1080p\nCustomer: D/static_file/611679515b_1_20240925170421.jpg\nHuman Agent: You would want to be with the camera to go through troubleshooting. We can check the setup and check the network connection. \nCustomer: I've already went through all the trouble shooting tasks for the camera. I need to start a warranty ticket. \nCustomer: The online for wasn't working \nCustomer: *form\nHuman Agent: You would need to do that through the RMA form at https://www.zmodo.com/rma/\n\nHowever, I do not see any record of you contacting us and getting connected to a Live Agent to troubleshoot the camera on this account, so there may be things that we can do to troubleshoot the camera and get it online.\nCustomer: That RMA link wasn't working for me. It kept giving me an error. \nCustomer: Im a computer networking engineer, so I went through all the troubleshooting myself. Like I said all the other cams work fine. \nHuman Agent: You can do a Google search for Zmodo RMA if you are not able to use the information I sent in the message.\nHuman Agent: What is the signal strength at the camera? And did you test the upload bandwidth on the network?\nCustomer: I had the camera sit right next to the router and it still wouldn't stay connected. I reset my router and all that, and it just won't stay connected. It will connect for a couple minutes then disconnect. \nHuman Agent: As I mentioned, we would be happy to go through troubleshooting on some things you may not have tried if you would like to. Otherwise if you can go to the Zmodo RMA webpage to fill out the warranty form.\nCustomer: Ok, I will contact again when Im near the camera to troubleshoot more."]
["Customer: Why would 1 of my cameras work but the other 5 don't and they have power?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Do you see lights coming from any of the cameras that are plugged in? if you do what color are they and are they flashing or solid?"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: I’m trying to get my cameras to work after switching internet probiders \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I can’t get to it.  I’ve only got 2 of these setup\nHuman Agent: To set up the four cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Ok I’ve been dealing with this for days with support.  I had a flashing blue light and it would not take the QR code. Tech support advised I unplug router and camera for 3 minutes and try again. Now I’ve got solid green light that will not take code\nHuman Agent: Is the light in the camera still solid green? It should change to a flashing green or flashing blue after a minute. If it is stuck on solid green, then that indicates a power issue.\nCustomer: ??\nHuman Agent: Did you receive my previous message? I will send it again.\nHuman Agent: Is the light in the camera still solid green? It should change to a flashing green or flashing blue after a minute. If it is stuck on solid green, then that indicates a power issue.\nCustomer: It just sticks green.  \nHuman Agent: Is the camera plugged in to an extension cord or power strip? Or is it plugged in directly to a wall outlet?"]
["Customer: Your cameras are a bunch of bullshit!\nCustomer: A refund please \nHuman Agent: Hi my name is Wendy\nHuman Agent: Where did you order your cameras?\nCustomer: I'm going to Google to grade this product and service. You're not worth a single star, and I will be leaving a negative review\nHuman Agent: Could you please let me know what you are needing help with?  You want a refund for what?\nCustomer: A refund for the bullshit cameras \nHuman Agent: There are no cameras connected to this email.  When/where did you place a camera order?"]
["Customer: Troubleshooting\nCustomer: agent\nCustomer: hi\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?\n\nCustomer: My back camera is still offline. I have tried everything and its still not working. Can you troubleshoot my camera on your end if I provide the serial number\nHuman Agent: No Need I can see it on your account, To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: It's not showing a green or blue light\nCustomer: its just showing a big solid red light \nHuman Agent: Is this device connected directly to the wall outlet with the provided power cable? \n\nCustomer: yes\nHuman Agent: Can you try that camera on a different power supply and or outlet? \n\nCustomer: I just plugged it into a different outlet\nHuman Agent: Okay let me know if we get any light besides the red light? \nCustomer: still red light\nHuman Agent: Only a red light? How far is the camera from the router? \nCustomer: yes, not far\nHuman Agent: Do you recall when and where the camera was purchase? \nCustomer: online from zmodo and about 2 years ago\nHuman Agent: Okay that would put it outside of the warranty. Unfortunately there isnt a remote reset that can be done from our end. \nCustomer: can you see when I purchased it through my serial number\nHuman Agent: I cannot see the exact date but it was added to the account in 2021 \nCustomer: ok, what I need to do\nHuman Agent: The only option is to purchase a replacement. \nCustomer: ok, thanks\nHuman Agent: You're welcome, is there anything else we can help with today? \n\nCustomer: no thank you\nHuman Agent: I hope you have a great day!"]
["Customer: I can't seem to get the ZMD_SAP to connect to our WIFi\nHuman Agent: Hi my name is Wendy.  ZMD18AQIH801845 Cam 1 shows offline, is this the camera you are needing help with?\nCustomer: I have 2 camera that I'm trying to get back online   camera 1 is one of them\nHuman Agent: What color is the indicator light on cam 1?  and is the light blinking or solid?\nCustomer: Let me get back to you in a few. The camera is still outside \nHuman Agent: ok\nCustomer: Yes I'm getting it plugged in\nHuman Agent: ok\nCustomer: It's not powering up\nHuman Agent: If the camera is not powering on please try using a different working power adapter, plug it directly into a wall outlet with just the adapter.\nHuman Agent: no extension cords, power strips, or surge protectors\nCustomer: I have another camera that I want to add though \nHuman Agent: ok what is the ID on the other camera?  The device ID will be listed on a sticker on the camera and will start with ZMD or GSG\nCustomer: Ok I have camera 1 blinking green \nHuman Agent: What is the ID on the camera that shows blinking green?\nCustomer: ZMD18AQIH801828\nHuman Agent: If the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: Yes  it's not connecting \nHuman Agent: When you go through setup does the indicator light flash between green & blue? or just green?\nCustomer: Blue\nHuman Agent: if the indicator light is flashing blue that means its communicating with your router.\n\nif the indicator light is flashing between green & blue there may be a typo in your wifi password.  Double check your phone is connected to 2.4GHz wifi and make sure to enter the wifi password without any typos, it is case sensitive.\nCustomer: Ok ill try again"]
["Customer: Set up\nCustomer: I can't set cameras \nCustomer: New Wi-Fi trying to login\nCustomer: So you saying I have to use a PC to connect them?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you send me the cameras Model and ID number, the ID will start with ZMD, with that I can check what setup the cameras uses. You wont use a computer for the setup.\nCustomer: ZH1xB1D-wac\nCustomer: Zk8Bfs23nm\nHuman Agent: There should be another number on the camera that starts with ZMD, thats the ID number I will need.\nHuman Agent: I also was not able to find that model, are you perhaps able to send a picture of the cameras sticker instead?\nCustomer: None of them start with zmd\nHuman Agent: Okay take a picture of the sticker and send it to me, the number you sent before is not the ID number I can look up.\nCustomer: D/static_file/2bfb44fb79_1_20241227095408.jpg\nHuman Agent: Looks like for this device it would use the Ezlink or the Smartlink setup.\nCustomer: I tried. Maybe I did something wrong. I'll try it again\nHuman Agent: Okay, as long as the camera is flashing green it should be in setup.\nCustomer: It is flashing green\nHuman Agent: Okay.\nCustomer: I'll try it again. If it don't work I'll come back\nHuman Agent: Okay, no problem\nCustomer: Could it be my Wi-Fi is greater than 2.4?\nHuman Agent: If the network is not 2.4 that will be an issue yes\nHuman Agent: sometimes with the cameras that use Smartlink or EZlink special characters being in the wifi name can also be an issue when setting them up."]
["Customer: Agente\nCustomer: Ok\nHuman Agent: \nHola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?\nCustomer: Cambié el password del wifi de mi casa, como cambió en la aplicación la clave de todas mis camaras\nCustomer: Son 15 camaras\nHuman Agent: Cada vez que cambie el nombre, la contraseña o el enrutador de wifi para volver a conectar las cámaras, deberá realizar la configuración nuevamente para volver a conectarlas al nuevo wifi.\n\nCustomer: Una por una ?\nHuman Agent: Recomendaría reiniciar las cámaras primero y luego realizar la configuración. Puede ser útil que varias se conecten cuando una se conecta, por lo que es posible que no tengas que hacerlo una por una. A veces, si las cámaras no captan la señal entre sí una vez configuradas. aunque tienes que realizar la configuración con ellos individualmente.\nCustomer: Para reiniciar es desconectar y volver a conectar a la electricidad?\nHuman Agent: \nSí, harías eso primero y luego realizarías la configuración.\nCustomer: A qué te refieres en realizar la configuración ?"]
["Customer: Hi. \n\nI am having a problem with the 360 outdoor unit. \nCustomer: Color background is lavender\n\nCustomer: I need natural colors\nCustomer: It is purple. \n\nI need real colora\nCustomer: 360 unit has improper colors\nCustomer: I am trying to do a firmware update but it says page is being revised\nCustomer: How do I update a camera\nCustomer: How do I do a firmware update\nCustomer: Firmware update instructions\nCustomer: Hello\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you referring to Katiana? If so, it's already on the latest firmware. You should be able to adjust the light color from it's settings. \nCustomer: Ok\n\nThanks. \n\nI looked in settings and couldn’t find where to do this. \n\nThank God a real person. \n\nThe automated system is lacking. \nHuman Agent: To do that you can go to the live view of the device, then tap the settings gear in the top right, then choose Lighting Control. From there you can choose between different colors and themes. \nCustomer: Ok. \n\nCan I try real quick. \n\nI’m very familiar with what you’re saying.  \nCustomer: I got it Dillon. \n\nThanks Man.  \n\nDoes that go the same for the other cameras?\nHuman Agent: For your Garage camera, yes, but it is offline currently and would need to be set up first. \nCustomer: Ok. \n\nKatiana is only black and white now.  \n\nI gotta re install the garage camera. \n\nIt’s green so not enough power I guess. \n\nIt has not worked for about a year\nCustomer: How about getting color instead of black and white?\nHuman Agent: The torch cameras revert to black/white night vision view while the light is on as the light is generally used at night. If the light is turned back off, it will revert to day vision in color. You can set a lighting schedule so that the light automatically turns on/off each day at particular times. \nCustomer: This is puzzling me. \nAhhhh\n\nThat makes sense. \n\nI’ll quickly turn off night vision to test it. \n\nIt’s very cloudy out. \n\nOne moment. \nHuman Agent: Okay. \nCustomer: I turned off night vision and now the background looks lavender in color.  \n\nI went to the color graph and was unsure on what to do.  \nHuman Agent: Are you meaning the image itself has a pinkish tint? If so, that's generally something that happens after the camera has been damaged in some way, generally relating to power. For most devices this would happen if they are underpowered for quite some time, but could also happen with a power surge. You could possibly try restarting the device by unscrewing it and then screwing it back in once it powered down or try on another socket. I'd generally go for permanent sockets in ceilings and such rather than lamp sockets. \nCustomer: I played around with it and got back to b&w.  \n\nI can’t get color though.  \n\nWife will whine.  \nHuman Agent: Okay, please see my last message for information on that. \n\nCustomer: Yeah. \n\nI have a switch to control it.  \n\nIt is in a flood light socket.  \n\nI’ll cycle the switch to power off then on.  \nHuman Agent: Okay.\nCustomer: Brb\nHuman Agent: Okay. \nCustomer: I cycled. \n\nNow to check. \n\nIt’s flawless except for color.  \nCustomer: Still b&w\nCustomer: I’d take it down and try inside but I’m handicapped.  \nCustomer: Got it!\n\nI increased the color percentage to 100%. \n\nFor some reason that worked. \n\nIt was at 60%\nCustomer: I am totally dumbfounded. \n\nNow it’s not rotating.  \nHuman Agent: Do you mean the color percentage in the light control settings? If so, that should just be for the light itself rather than the video. \n\nFor rotating, you mean it's rotating without you choosing to rotate it? Do you have any presets set with sensors? It would also generally rotate when first starting. \nCustomer: lol\n\nIt’s rotating now.  \n\nAnd color.  \n\nI wish I could send you a screen shot.  \nHuman Agent: There is an option to send images so you may send screenshots. \nCustomer: lol\n\nI just found it.  \n\nHere you go.  \nCustomer: D/static_file/09fba69f0e_1_20241113115758.png\nCustomer: D/static_file/bd3a131e46_1_20241113115806.png\nCustomer: D/static_file/66fd3c563b_1_20241113115816.png\nCustomer: D/static_file/ee6e0daee1_1_20241113115828.png\nCustomer: The purple is gone now \n\nAs you can see it’s color now. \nHuman Agent: Yes, those are for adjusting the color and brightness of the light, not the camera image. The purple tint is likely the issue I mentioned before, though I'm unsure why it would have gone away there. \nCustomer: lol\n\nMe too.  \n\nWhat ever I stumbled upon worked though.  \n\nColor.  \n\nShe will not whine now.  \nHuman Agent: Glad it is working for you at least. Is there anything else I can help you with for now?\nCustomer: No Man.  \n\nThanks a ton Dillon. \n\nWe killed this one as a team!\n\nlol\nCustomer: Have a great day. \nHuman Agent: You too!"]
["Customer: I tried to connect an NVR but it didn't find the wifi cameras\nCustomer: -1\nCustomer: Contact customer support \nHuman Agent: Could I have the Device ID of the NVR you are working with? It should start with ZMD or GSG and should be on a white sticker on the NVR.\nCustomer: I have an old nvr that is for wired Poe cameras and I got a new nvr and tried to connect it too. It was for wireless cameras. It would only find 3 of the Poe cameras and one wifi camera.\nCustomer: I finally gave up...but now all the wifi cameras that did connect to that nvr are offline and time out when I try to open them.\nHuman Agent: There could be a few reasons that the Wi-Fi cameras may be offline. If you reset the NVR while it was connected, then the cameras would have reset, as well. Then the cameras would need to be setup again. However, there could be other reasons that they are offline. Are you there with the cameras to troubleshoot them?\nCustomer: I did reset the NVR many times.\nCustomer: How do I set up the cameras again?\nHuman Agent: Then it may have reset the cameras, which could be why they are currently offline, and may have been why they were not connecting at certain points to the NVR.\nHuman Agent: It looks like the cameras currently on your account will use the QR Code setup method. Also with the Device ID from the camera, I can confirm the setup method. The Device ID should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: There are 2 styles and they are in a lot of different locations. I need a ladder to reach several of them so I can't readily get that info\nCustomer: I'll try later today\nHuman Agent: That is fine. The cameras will likely use the QR Code setup as that is what the cameras on your account currently would use. Just any cameras that you may have removed while troubleshooting could potentially use a different setup method. I would say it is probably likely they will all use the QR Code setup, but if you run in to trouble with any of the cameras, then you can contact us and we can check the setup and help troubleshoot any issues.\nCustomer: Is it a bad idea to try to use 2 different nvrs on the same system? The wireless NVR seemed to prefer to find the Poe cameras that were already connected to the other nvr.\nHuman Agent: No, it is not a bad idea. You can manually select devices you want to add to the NVR. You can turn off the setting that automatically adds devices in the Device Management of the NVR and then search for devices to select which device you want to add to the NVR.\n\nAlternatively, you can unplug the cameras you do not want on the NVR and plug in just the cameras you do want connected to the NVR. Then when you connect the NVR if it has available channels, it will add the cameras that are still plugged in and connected to the network. Once the channels on the NVR are filled, then it would not add any other cameras once you reconnect them.\nCustomer: The zmodo nvr did not seem to have any setting that allowed me to select the cameras.\nCustomer: It was automatic only.\nCustomer: Zmd11jk16000765\nHuman Agent: Did you connect the NVR to a monitor and a mouse?\nCustomer: No I didn't \nHuman Agent: Then you would want to do that and you can go to Device Management and turn off the setting that automatically adds devices and then you can search for and select which devices you want to add.\nCustomer: Oh ok"]
["Customer: Set up\nCustomer: Hi Im having truble setting up my old meshare camara I moved and know it says is not supported by network\nCustomer: Can u help me with the set up process?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. It sounds like you scanned the code on the camera to start the setup, that is not a code for the setup process. You would have to scan the code that's is in the start up guide booklet to begin the setup.\nCustomer: I dont have the booklet\nCustomer: Is been year since I got my camaras\nHuman Agent: Okay, if you send me the cameras Model and ID number I can check and see what setup the cameras use so I can send you the QR code into the chat so you can use that to begin the setup. \nHuman Agent: The ID number will start with ZMD and it along with the model will be on the cameras sticker. \nCustomer: ZMD24HPH9200317\nCustomer: This is the one that appears on my camara\nHuman Agent: D/static_file/5066ad92e5_1_20241218132301.png\nHuman Agent: Here you go, if you scan this code it will begin the QR setup for this camera. \nCustomer: Is not working\nCustomer: Is there a way u can give me a call or be more specific\nHuman Agent: You would scan this code in the me share app in the setup area to begin the setup. \nHuman Agent: We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\nCustomer: I need the camara to be running asap\nCustomer: How do I scan qr code if you are sending it to my phone on this app?\nHuman Agent: You would either use another device, print out the code, or email it to yourself so its on a computer then scan it with this phone. \nCustomer: Is not working\nCustomer: I dis the scan and all but is not reading the qr \nCustomer: Is there another way I can do it?\nCustomer: ????\nHuman Agent: This camera only uses the QR code setup. \nHuman Agent: What happens when you try to scan the code in the Meshare app?\nCustomer: The camara says for me to scan the qr code \nCustomer: After that nothing happens\nCustomer: At all\nHuman Agent: once you scan the code I sent you it begins the setup, then after you enter in your Wi-Fi password and the Wi-Fi name shows, at the end it will generate its own QR code and you show that to the camera to connect it. \nCustomer: Yes I know that\nCustomer: But when I scan the qr code at the last step nothing else happens\nHuman Agent: When you show the QR code to the camera what color are the lights and do they flash green or?\nCustomer: No lights turn on \nCustomer: They are green then turn off\nHuman Agent: I looked up the cameras ID numebr again and It looks like this camera is online and added it to the account. \nHuman Agent: Back out of the setup to the device list and try to click live on the camera now.\nCustomer: It is there on my list\nCustomer: But is not working\nCustomer: Is just loading but that is all it does \nCustomer: It shows me the old place I moved from\nCustomer: D/static_file/41dc66095e_1_20241218134819.png\nCustomer: Is all it does\nHuman Agent: Try closing the app totally and opening it again.\nCustomer: Ok\nCustomer: Thank you so much it is working now!!!🥳\nHuman Agent: Great! glad to help. Is there anything else I can assist you with before we go today?"]
["Customer: Troubleshooting\nCustomer: Camera not working\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Is this your camera named Smart Device?"]
["Customer: I need the instructions for a Zmodo ZM-SHDZ01\nCustomer: it's not a camera\nCustomer: It's a power accessory\nCustomer: I have the device, I just need the installation instructions. \nCustomer: I don't think that will work. \nCustomer: When sold, I'm assuming the power accessory came with instructions. \nCustomer: your web site cannot find the instructions. That's why I'm asking you. \nCustomer: I'm hoping Zmodo has a pdf file of the instructions they can send to me. \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. The power accessory generally is not needed unless you have a constant hum coming from your chime from the input voltage being higher than is required by your chime. However the accessory can only help to resolve this within I believe 2v. \nCustomer: I purchased the accessory, BECAUSE of the constant hum. \nCustomer: Does Zmodo have install instructions. \nCustomer: The box I received did not come with instructions. \nHuman Agent: Okay, have you tested the voltage to see if the difference is 2v or less? If it would be more than that, it will result in the power going off in general for the doorbell. As for how to connect it, you would add it into the wiring as shown in the following diagram. \nHuman Agent: D/static_file/f7ba3b9f79_1_20241119104223.png\nCustomer: That is exactly what I need. THANKS! Can you send me a pdf of that?\nCustomer: No I have not tested the voltage. How do I determine the difference?\nHuman Agent: I would only have it as a png file. You may either screenshot it here or if you would like me to email you the png file, would atimarsh3@gmail.com be good to send it to? \n\nYou would first need to check what the required voltage of your chime is. If for example it were 16v, you'd want to be receiving 16v at the location of your doorbell. If your transformer were say putting out 17v, that would be the cause of the hum. The doorbell itself can use 12-36v, but correct voltage has to match the required voltage of your chime.\nHuman Agent: For measuring the voltage, you'd need to use a multimeter, though if you don't have one you could always test with the power accessory attached. But so if the chime required a certain voltage and you're receiving more than 2v higher at the doorbell, the accessory will not be able to resolve that issue and will instead result in the doorbell losing power. \nCustomer: Yes, please send to that address. \nCustomer: I have the correct tools. So I'll check it out. So you are saying that for this accessory to work, I should be registering voltage at the door bell of 18v or higher\nCustomer: If it's less than 18v, I shouldn't install the accessory. \nHuman Agent: I do not know the proper voltage for your situation as it will depend on the required voltage of your chime. The power accessory will only work within 2v of the required amount of your chime. So in an example situation, if your chime requires 16v, the power accessory will only work when you're getting 16-18v, anything higher than that and you would instead see it prevent the doorbell from being powered. \nCustomer: Well it's easy enough to wire it up and find out. \nHuman Agent: Okay. \nCustomer: I did get the diagram. THANKS again. \nHuman Agent: No problem, feel free to let me know if you need any other assistance. \nCustomer: In case it does not work, would a newer Zmodo door camera work better than the older ones?\nHuman Agent: No, if it does not work here due to the voltage being more than 2v over the required voltage, you would need to look into your doorbell transformer to make sure it is set correctly (if it's one you can set between multiple voltage options) or potentially replace it with one that outputs the proper voltage. Ultimately this is an issue of receiving a higher voltage from the transformer than your chime wants. You could also potentially have an electrician help look into things to get the correct voltage. \nCustomer: ok thanks again.\nHuman Agent: No problem. Is there anything else I can help you with for now?\nCustomer: no..\nHuman Agent: Okay.  Have a great day!"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Agent \nCustomer: My camera named garage is not updating\nCustomer: It says 1. Fix bug and 2 Optimal stability \nHuman Agent: Alright, I can try to push the update from our system and see if that helps for that camera. It also looks like that camera has been having connection issues, so you may want to try bringing it close to the router to update if this does not work.\nCustomer: I plugged it in right next to the router\nCustomer: Will you let me know when if works?\nHuman Agent: I pushed the update when I said I was going to in my previous message. Did you watch the light in the camera to see if the camera rebooted and reconnected?\nHuman Agent: Are you there with the camera at this time?\nCustomer: No lights. That's why I asked \nCustomer: Yes\nHuman Agent: There will be a blue light in the camera when it is connected.\nCustomer: Yes there is \nCustomer: It's connected but still gives me the message to update \nHuman Agent: Okay, so there are lights in the camera then? I just want to be sure because you said that there are no lights first.\nHuman Agent: Is the camera plugged in right next to the router currently?\nCustomer: I guess I was at a bad angle \nCustomer: Yes. Plugged next to router \nHuman Agent: Alright, let me try pushing the update again. Please watch the light in the camera and let me know if it changes at any point from the solid blue light.\nCustomer: Ok\nCustomer: Still solid blue \nHuman Agent: Then you can try updating again through your app. You  may want to try it through the Device Settings and not on the prompt that pops up on the live video. Tap on Settings next to My Devices. Tap on the camera you want to update. Tap on the three dots in the top right corner. And then tap on Device Version.\nCustomer: Let me try\nCustomer: Says failed\nHuman Agent: Okay, I can try to restart the camera and then you can try the update again when it reconnects.\nCustomer: I'm trying again another light is purple\nHuman Agent: Did the light change in the camera when you tried the update through the app?\nCustomer: Now green\nHuman Agent: Okay, that means it is trying to update.\nCustomer: Then it was flashing blue and green and said update failed\nCustomer: Now when I check in the app it says that it has the latest version\nCustomer: I checked again and it says the firmware is the latest version\nCustomer: I still get the update now message when I try to look at the camera\nHuman Agent: Okay, I cannot sync and restart the camera while you are trying to update it. So, please do not try to update it again. What light do you see in the camera now?\nCustomer: Blue light \nHuman Agent: Okay, and have you tried to update it since your got the message that said it is the latest firmware version?\nCustomer:  Yes\nHuman Agent: Okay, please stop doing that. We can try to sync and restart the camera. We may also want to try restarting the router. But we do not want to do any of that if the camera is trying to update because that can permanently damage the camera.\nCustomer: Ok. I will not touch it until you tell me to do so\nHuman Agent: Is the light in the camera still solid blue?\nCustomer: Yes\nHuman Agent: Okay, I am going to sync and restart the camera now. Please watch the light in the camera and let me know if it changes and reboots.\nCustomer: Ok\nCustomer: Now green \nCustomer: Flashing green \nCustomer: Flashing green and blue \nCustomer: Solid blue\nCustomer: Getting notifications \nHuman Agent: Alright, then lets have you try updating the camera again through the settings.\nCustomer: Ok\nCustomer: When I push on device version it tells me it's the latest firmware again\nHuman Agent: And you are looking at the settings for the \"Garage\" camera?\nHuman Agent: It does not have a different name at the top?\nCustomer: Yes\nCustomer: No\nCustomer: It says general \nHuman Agent: Then you can try from the live video or you can try restarting the app.\nCustomer: General at top and garage below that\nHuman Agent: No, I mean where it says Device Name at the top.\nCustomer: Garage \nHuman Agent: You can also try uninstalling and reinstalling the app.\nCustomer: I did that. And I tried both zmodo and meshare and on two different phones \nCustomer: I'm trying to update the regular way again\nHuman Agent: You can try resetting the camera, which would disconnect it from your Wi-Fi network and then set it up again with the QR Code setup. Then you can try updating it after that.\nCustomer: I'll try that next\nHuman Agent: That will disconnect it from the Wi-Fi network. So you would have to reconnect it. I just want to warn you of that.\nCustomer: I just reconnected it and I'm trying the update now\nCustomer: Failed \nCustomer: Any other ideas \nHuman Agent: No, that is why I suggested resetting the camera last, because it would need to be setup and there is a risk of you encountering an issue with setup. In which case, the camera would be offline completely.\nCustomer: It's working fine. I just get the message to update every time I look at it \nCustomer: Does this mean I have to buy another camera?\nHuman Agent: No, you said the camera is working fine, correct?\nCustomer: Yes\nCustomer: But I get the message \nHuman Agent: Then if the camera is working fine, you can just use the camera and ignore the message.\nCustomer: The problem is that the message won't go away unless I restart my phone\nHuman Agent: You should have the option to update or to update later. What do you see when you get the message to update the camera?\nCustomer: I can update later. I guess I can just keep pushing that\nCustomer: If you think of anything else can you please email me?\nHuman Agent: Yes, we can contact you if there are any other options.\nCustomer: Thank you \nHuman Agent: You're welcome."]
["Customer: My devices won’t update. And I haven’t seen any updates or movement on the camera since October 14\nHuman Agent: Hi my name is Wendy.  Outside camera & outside camera 2 show offline.  The cameras need to be online in order to  update the firmware.\n\nWhat color are the indicator lights on the cameras? and are the lights blinking or solid?"]
["Customer: This update is not working. I’d like a refund from the week of the camera being out\nHuman Agent: Hi my name is Wendy.  Camera named Kevin cell is offline.  What color is the indicator light on the camera? and is the light blinking or solid?\n\nThe camera needs to be online in order to update the firmware on the camera.\nCustomer: I will check when I get home from work thanks \nHuman Agent: You're welcome"]
["Customer: Agent\nHuman Agent: How can I assist you?\nCustomer: I havev2 cameras with platinum but only getting 1 connected.  It's been a few days either nothing on one camera \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I am away from the camera at this time. It was working before I left town but there is nothing since subscribing.\nCustomer: Very frustrated when I can't even check on my house while out of town.\nCustomer: It is the reason I set the camera up in the first place. Ughhhh\nHuman Agent: The camera that is currently offline on your account looks like it has been offline since before you upgraded the subscription to include that camera. The camera being offline means that it is not getting an internet connection. You would need to be with the camera to troubleshoot it and reconnect it.\nCustomer: But it was connected before I left town\nCustomer: I can go back and see some video of me in my house before leaving town\nCustomer: So that means it was connected.  \nHuman Agent: We can see the online and offline status of the camera for the last 7 days. It was online for less than 2 hours on 2/8/25, and has been offline for the rest of the last 7 days.\nCustomer: Right. Why? \nCustomer: I'm paying for service and not getting it. \nHuman Agent: I cannot tell you why the camera is offline. When the camera is offline, that means that it is not connected to the internet. There could be several reasons that it is offline. It could be a power issue, a network connection issue, it could be a router setting issue, or other potential issues.\nCustomer: Ughhhh!\nCustomer: Hello \nHuman Agent: Did you have any more questions? If you asked anything after my last message telling you that there are several reasons the camera could be offline, then that message did not come through.\nCustomer: Since I have not cleared the 7 days am I going to be charged for cloud service for that camera?\nHuman Agent: The camera is currently subscribed, but the camera is not connected to the internet. If you do not want the subscription to renew, then you can cancel the subscription at any time, or decrease the number of devices subscribed for the next renewal.\nCustomer: So since it's not connected I am paying gor nothing until I can reset it???\nHuman Agent: The camera is not able to upload any video without an internet connection. You would need to troubleshoot the connection issue and reconnect it before it can upload and record any footage.\nCustomer: AM I PAYING FOR NOTHING RIGHT NOW!\nHuman Agent: The camera was offline when you subscribed the camera. So the subscription is active on the camera, but the camera is not able to upload and save any footage without a connection to the internet.\nCustomer: I will cancel that camera. What a JOKE! \nHuman Agent: That is fine, as I mentioned, you can cancel the subscription at any time.\nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option.\n\nIf you do not have access to an android device currently you can follow this guide on how to cancel your subscription via Google. https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid\nCustomer: I will call to speak with Manger when I get back in town \nHuman Agent: You can also go to the Cloud tab to decrease the number of subscribed devices for the next renewal.\nCustomer: Thanks Grant.  \nHuman Agent: There is not a number that you can call in to directly, but you can tap on Schedule Call if you would like to make a callback appointment.\nHuman Agent: There is not a number that you can call in to directly, but you can tap on Schedule Call if you would like to make a callback appointment.\nHuman Agent: You're welcome."]
["Customer: Agent\nCustomer: Agent\nCustomer: Agent\nCustomer: Agent \nCustomer: Troubleshooting\nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: My doorbell camera is no longer working \nCustomer: As of 7pm last night\nCustomer: Someone earlier rebooted it\nHuman Agent: It looks like it's currently online. Let me review the past chat to see what was going on. \nHuman Agent: Okay, so when you say not working, you're meaning just the events/notifications, correct? Live is still working?\nCustomer: It rings if i push the button but no notification on phone and cannot see any events after 7pm yesterday \nHuman Agent: Okay, but live view is still working?\nCustomer: D/static_file/a21a642217_1_20240926154955.jpg\nCustomer: Yes\nHuman Agent: Okay, are you there with the device currently?\nCustomer: Yes\nHuman Agent: Okay, did you or anyone else who uses the account change the settings of the doorbell last night? Things like the ring schedule and such.\nCustomer: No\nHuman Agent: Okay, would you be alright with me resetting it so you can then set it back up using Zink to see if that can resolve the issue?\nCustomer: That was already done earlier to no resolve\nHuman Agent: You did this on your own you mean? And so you went through Zink and reconnected already? \nCustomer: Support did it earlier\nHuman Agent: They did not. They restarted the device, but did not reset it. Restarting just is like powering off and back on. Resetting would reset it back to defaults and it would need set back up. \nCustomer: Okay they reset it completely and I will deal with it\nHuman Agent: They had not reset it earlier, only restarted. Are you okay with me resetting it now?"]
["Customer: Camera stopped working \n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you referring to both of your cameras or just one? Is it's indicator light blinking green currently?"]
["Customer: Troubleshooting\nCustomer: Why can't I hear anything coming from my cameras \nCustomer: I can't hear anything on playback and I can't hear responses if I'm taking to someone through my camera despite the volume being all the way up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Are you at the location of the camera? \nCustomer: Yes\nHuman Agent: I am going to try and Sync and restart the camera, which one is the easiest one for you to test the audio on. \nCustomer: Kitchen\nHuman Agent: The light on the camera should shut off \nHuman Agent: Let me know once it is back to solid blue. \nCustomer: There's a green light on\nCustomer: Ok\nHuman Agent: Okay\nCustomer: It's blue\nHuman Agent: Okay if can you see the live feed, can you try making noise to see if you hear it. \nCustomer: No\nHuman Agent: Are you okay changing the account password to see if we can test it on our end. \nCustomer: I can't hear it. Sure \nHuman Agent: Please set the password to abcd1234\nCustomer: Ok be right back\nCustomer: Ok done\nHuman Agent: I am getting an incorrect password error, did you by chance do any capital letters? \nCustomer: No\nCustomer: Let me try again\nHuman Agent: Okay \nCustomer: I can't remember my password\nCustomer: I'll just reset it and then change to your password\nHuman Agent: Okay \nCustomer: Did that work\nHuman Agent: It did not, do you mind if I try to reset it from my end \nCustomer: Sure\nHuman Agent: its going to send you a 6 digit code. \nCustomer: 749361\nHuman Agent: Okay that worked\nHuman Agent: A second verification code was sent to your email \nCustomer: 549682\nHuman Agent: Kitchen is currently offline, is it solid blue? \nCustomer: It's blinking green\nHuman Agent: Can you unplug the camera, wait 30 seconds then plug it back in. Let me know if you see any lights after? \n\nCustomer: Solid green\nCustomer: Now blinking green\nCustomer: Do I need to rescan the QR code\nHuman Agent: Lets give it 30 seconds to see if it goes to solid blue. If it does not yes do the QR code. \nCustomer: Hasn't changed. Going to rescan code\nHuman Agent: Okay \nCustomer: Now it's blinking blue\nHuman Agent: Okay let me know once it goes solid blue \nCustomer: Back to blinking green\nHuman Agent: Can you send me a picture of the QR code you are using? \nCustomer: Ok solid blue\nHuman Agent: Can you try making noise\nHuman Agent: Yes I can \nHuman Agent: Are you on an android phone or iphone\nCustomer: You can hear me yay! Android\nHuman Agent: Okay are you listing to the audio via the phones speaker or via bluetooth device? \nCustomer: Phone\nHuman Agent: Strange can you hear audio from other apps? \nCustomer: Yes\nHuman Agent: Okay lets have you uninstall and reinstall the app. Then reboot the phone. \nCustomer: Ok\nHuman Agent: Please let me know once you are back \nCustomer: Ok I'm back\nHuman Agent: Okay can you test the audio on your phone again \nCustomer: Yep\nCustomer: Ok kitchen works I'm going to try the living room\nHuman Agent: Okay \nCustomer: It's working now\nCustomer: Thank you so much for your help\nHuman Agent: Okay great! Happy to help, I have signed out. So you can change the password to something else more secure. \nCustomer: Thank you! Have a great day"]
["Customer: Troubleshooting\nCustomer: All my cameras are down yesterday and the day before not necessarily a single time, the internet has been up the whole time\nCustomer: I have tried all that\nCustomer: How do I make sure it's on wifi\nHuman Agent: Hi my name is Wendy. \n\nWhat color are the indicator lights on the cameras? and are the lights blinking or solid?  The red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid.\n\nIf you cup your hands around the lens of the camera you can see the indicator light easier.\n\n\n\nCustomer: Solid green\nHuman Agent: Solid green can indicate a power issue.\n\nAre the cameras connected directly into a wall outlet, a power strip, a surge protector, or an extension cord?\n\nIf you are using power strips, surge protectors, or extension cords, please unplug from those, plug the cameras in directly to a wall outlet with the original power adapters.\n\nOr try different working power adapters, see if that will get the cameras to power on and start blinking green or switch to solid blue.\n\nCustomer: Wall outlet mostly. \nHuman Agent: try different working power adapters, see if that will get the cameras to power on and start blinking green or switch to solid blue.\nHuman Agent: No  power strips, surge protectors, or extension cords.\nCustomer: I have one that's green blanking\nHuman Agent: okay  great.   Blinking green means the camera is in setup mode.  After you setup the camera the indicator light will switch to solid blue.\n\n-First go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n-Make sure your phone is connected to 2.4GHz wifi.\n-The room you are doing setup in needs to be bright. Turn lights on, open blinds.  Your phone's display should also be bright, turn your display brightness level up.\n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nCustomer: That didn't qork\nCustomer: Work.\nHuman Agent: When you went through setup did the indicator light flash between green & Blue? or just blinking green?\nCustomer: Didn't look\nHuman Agent: You checked each of these things first before starting setup?\n\n\n-First go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n-Make sure your phone is connected to 2.4GHz wifi.\n-The room you are doing setup in needs to be bright. Turn lights on, open blinds.  Your phone's display should also be bright, turn your display brightness level up.\nCustomer: Yes it is\nHuman Agent: okay please go through setup again then let me know what the indicator light is doing\nCustomer: Ok stand by\nHuman Agent: ok\nCustomer: Connection timed out. It went from blinking green to nothing then there was one quick green and then nothing and just now it started blinking green again\nCustomer: How do I make sure it gets connected to my network\nHuman Agent: You mean it was blinking green then the camera powered off?\nCustomer: Blinking green then I put it up to the QR code and there there was no light\nHuman Agent: The indicator light should blink green when in setup mode, it should switch to blinking blue when communicating with your router, then switch to solid blue when setup and connected to your router.\nCustomer: Nope\nHuman Agent: If the light turns off that means the camera isn't powering on.  Could you please try using a different working power adapter? to see if that will get the camera to continue to blink green until it has been setup?\nCustomer: How do I make sure it's connected to the internet\nHuman Agent: No extension cords, power strips, or surge protectors\nHuman Agent: When the indicator lights on the cameras are solid blue that means they are connected to your network/internet\nHuman Agent:  Could you please try using a different working power adapter? to see if that will get the camera to continue to blink green until it has been setup? Do not use extension cords, power strips, or surge protectors\n\nCustomer: I did.  I have 6 camera down. \nCustomer: I'm going to try in different camera in a different Outlet\nHuman Agent: you swapped out the power adapter?  Is the indicator light blinking green now or is the camera still showing no indicator light?\nCustomer: So I got a blinking green line then put the QR code in front it went off for a little bit and it looked like there was a hint of blue but then it went to flashing green and timed out my password is correct to the Wi-Fi\nHuman Agent: Could you please try setting up a different camera?  Cameras should not power off when going through setup.  Lets try a different camera\nCustomer: Trying now \nHuman Agent: ok which camera are you working with? \nCustomer: Blinking green  on different camera setup\nHuman Agent: Which camera? what are the last 4 digits of the device ID or let me know the name of the camera\nCustomer: Just now #7\nHuman Agent: Okay.  Please go through QR code again\nCustomer: Ok stand by\nCustomer: Times out\nHuman Agent: Did the indicator light blink only green? or flash between green & blue?\nCustomer: Blinking green only\nHuman Agent: Can you double check that location is enabled while using the app along with precise location?  In your phone's settings for the Zmodo app?\nCustomer: Ok stand by\nCustomer: D/static_file/ea3c0adf35_1_20250311152349.jpg\nCustomer: Yes on\nCustomer: D/static_file/ef5dd7236c_1_20250311152406.jpg\nHuman Agent: okay please also go to your phone's settings for the wifi and make sure you are connected to 2.4GHz wifi\nCustomer: I have no way of knowing if it's 2G\nHuman Agent: You may have a few choices the 5GHZ wifi network may have 5G at the end of it\nCustomer: No, its my main router\nHuman Agent: If you don't have 2.4GHz wifi channel setup yet on your router you will want to contact either your router manufacturer or internet service provider, they can help you get the 2.4GHz wifi channel setup then you will be able to setup your cameras.\nCustomer: My router has not changed my cameras have not changed and all of them went down at the same time on either Saturday Sunday or Monday. Normally I can just unplug them and replug it back in when I lose one but I have never all of them\nHuman Agent: When cameras go offline that means they are either unplugged or they have lost connection to your router.\nCustomer: Im on fiber optic\nCustomer: I'm going to turn off my main router and redo the whole wi-fi system even though all my computers phones and everything else are working fine\nCustomer: Which means I'm going to lose contact with you\nHuman Agent: ok we wil stay connected for 7 minutes without activity\nHuman Agent: we are here on live chat until 6pm CST"]
["Customer: Holaaaaa\nCustomer: Ablas español\nCustomer: Agente\nCustomer: Hola amigo o amuga\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?\nCustomer: Eres una persona\nCustomer: Tu nos espias\nCustomer: Mi cámara tiene un prolema\nHuman Agent: Sí, ima real representativa,\nCustomer: D/static_file/6f497f547e_1_20241113104856.jpg\nHuman Agent: No tenemos la capacidad de ver las cámaras de nuestra parte, ¿qué tipo de problema está experimentando?"]
["Customer: Troubleshooting\nCustomer: Camera is blinking green..wifi is connected \nHuman Agent: HI my name is Wendy.\nHuman Agent: Camera ZMD12L8BC205134 named Micamara shows offline.  Is this the camera that is blinking green?\nCustomer: Yes\nHuman Agent: You will want to set the camera up again to get it back online.  Blinking green means the camera is in setup mode. \n\nZmodo ZINK setup instructions:\n-First go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n-Then turn off mobile data for your phone.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup. Please remain within 5 feet of the camera for the entire process.\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have a tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app\n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Can anyone help with getting my cameras to backup running again?\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: Zmd14cl83000140\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: Not seeing red or green\nHuman Agent: If you don't see a light on the camera it could indicate a power issue, to test if the camera has power can you cover the front of the camera to trigger the red night vision lights. Let me know if those come on. \n\nCustomer: Nothing \nHuman Agent: Can you try that camera on a different power supply and or outlet? \n\nCustomer: No, because I have it mounted \nHuman Agent: Okay \nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\n\nCustomer: I will check my outlet. Give me moment \nHuman Agent: Okay \nCustomer: Are you still there\nHuman Agent: Yes\nHuman Agent: Any luck with checking the outlet?"]
["Customer: Hola \nCustomer: Está funcionando \nHuman Agent: Hola, se ha comunicado con atención al cliente. Habla Marcela. ¿En qué puedo ayudarle?\nCustomer: Quiero saber si está funcionando la cámara \nHuman Agent: La cámara llamada parking se encuentra actualmente fuera de línea. ¿Estás en la ubicación de la cámara?"]
["Customer: Troubleshooting\nCustomer: How can I connect my devices to my new internet ?\nCustomer: I used that initial set up over 6 years ago. I don’t remember \nCustomer: I can not remember how to initially set up the cameras. Can you send me information in regards to initially setting up cameras ?\nCustomer: The lights are green \nCustomer: The color of my camera led light is green for both devices \nCustomer: The led green lights are blinking \nCustomer: Send me the original set up method in writing please. \nCustomer: I need you to send me the information on the original set up methods to connect the cameras to WiFi \nHuman Agent: Hi my name is Wendy.  All 3 cameras connected to this email use QR code setup\nHuman Agent: If the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*"]
["Customer: Set up\nCustomer: Agent\nHuman Agent: Hi my name is Wendy.  How can I help?\nCustomer: Hello. I just recently updated my WiFi password. How do I get the camera system connected now?\nHuman Agent: Cameras named kitchen, front, living, and back yard all use Zink setup\nHuman Agent:  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nCustomer: Do I remove the devices that are already showing at this time?\nHuman Agent: What devices are you wanting to remove?\nCustomer: I don’t want to remove anything. I just need it connect to my WiFi \nHuman Agent: You would want to setup the cameras again to get them back online.  All 4 cameras bound to this email use Zink setup\nCustomer: Ok. So leave everything as is. Go to add devices, click zink, add 5 devices that includes storage device too?\nHuman Agent: Your NVR shows online.  you would just need to setup the cameras again\nHuman Agent: using Zink setup\nCustomer: Ok. So nvr does not need to be connected with updated WiFi password?\nHuman Agent: nope.  the NVR shows online.  \nCustomer: Ok. Use sink and add 4 devices?\nCustomer: Zink*\nHuman Agent: Yes all 4 cameras use Zink setup\nHuman Agent:  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\nCustomer: Ok. I’ll try. Thanks \nHuman Agent: You're welcome"]
["Customer: How to set up the microphone on the camera \nCustomer: Ok thanks gonna try\nHuman Agent: Hi my name is Wendy.  The outdoor bullet cameras connected to this account do not have an audio feature."]
["Customer: Troubleshooting\nCustomer: I got a new router but it's from the same Internet company and I had to set a new password for my wifi now I can't get my cameras to hook back up\nCustomer: The camera isn't reading qr \nCustomer: What color is the lights for night vision\n\nCustomer: The camera has the night vision on but I can't get it off because we removed the device and the night vision is still on\nCustomer: I can't go to the camera because the camera device has been removed from the app\n\nCustomer: Do I need to open a new app because the cameras have been removed \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device, can you send me all the cameras ID numbers. They will start with ZMD"]
["Customer: Troubleshooting\nCustomer: I am out of town & my wifi went down. It was finally rebooted last night but my cameras did not come back on. My significant other is home but does not have the app\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I read what you sent earlier, do you knwo if the router reset at all or after the rotuer came back online did you or your spouse by chance reboot the cameras as well to see if they would come back online again?"]
["Customer: Troubleshooting\nCustomer: Firmware failure to upgrade\nHuman Agent: Hi my name is Wendy.  Which camera are you trying to update the firmware? what is the name or device ID?\nCustomer: It is an 720 Wifi Outdoor, model number...\nCustomer: I think: ZP-IBH15-W\nCustomer: This happened to several of my cameras, indoor ones too, I tried to connect and it prompts for firmware upgrade when I try to connect.\nHuman Agent: The device ID starting with ZMD will be near the model.  Please let me know the ID starting with ZMD or let me know the name\nCustomer: When I click \"Remind me later\" it still cannot connect to show me video, when I do try to upgrade the download seems to reach 100% but it kept saying downloading..\nCustomer: ZMD1315AD...\nCustomer: 258820\nCustomer: sorry it's\nHuman Agent: ZMD13I5DA258820 is offline.  The camera needs to be online first before trying to update the firmware.  what color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: ZMD13I5AD258820\nHuman Agent: ZMD13I5DA258820 is offline.  The camera needs to be online first before trying to update the firmware.  what color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: that's an I 5 not 1 5\nHuman Agent: ok\nHuman Agent: ZMD13I5DA258820 is offline.  The camera needs to be online first before trying to update the firmware.  what color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: I guess it's red... If it was offline how can it know the current firmware version?\nHuman Agent: You should also see a green or blue indicator light that is either blinking or solid.  Cup your hands around the lens to see the indicator light easier.\n\nthe red light is the night vision light\nCustomer: it was blinking green or yellow first, but now it's blinking blue\nHuman Agent: blinking blue good -blinking means its in setup mode.  Please click on the “+” icon on the phone app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: it doesn't seem to be reading the QR Code\nHuman Agent: Does the indicator light only blink blue during setup? or does it flash between green & blue?\nCustomer: oh it's solid blue now\nCustomer: that did it!   \nHuman Agent: ZMD13I5DA258820 shows online now -great!\nCustomer: I guess I should try the firmware upgrade?\nCustomer: I need to try this QR way with the others too\nHuman Agent: Yes you can try and update the firmware now\nHuman Agent: The camera needs to have a strong connection to your router when you are updating the firmware. If you hvae trouble with updating the firmware you could try moving the camera close to your router. Plug the camera in directly to a wall outlet with just the original adapter (no extension cords, power strips, or surge protectors) as close to the router as possible, when the indicator light is solid blue try updating the firmware again.\n\nHuman Agent: Garage uses QR code setup\nDining room & forum floor use Zink setup\nCustomer: OH\nCustomer: yes the dining room and forum floor, I tried to upgrade them recently\nCustomer: they rebooted but then didn't come back online\nCustomer: I need to try ZINK connection with them again I guess?\nHuman Agent: if the indicator lights on the cameras are blinking green/blue you will need to set them up and get them online first then you can update the firmware\nHuman Agent: Garage uses QR code setup but the other 2 use Zink\nCustomer: Yeah, garage one is dead, that's why I am trying to get Forum back online. it has been offline for a long time.  It will be renamed Garage.\nCustomer: The Garage one had hardware failure, being outside in heat/salt-air...   \nCustomer: I'll try to use ZINK on the others now\nHuman Agent: oh okay.  \nCustomer: well I guess I let you go for now. It will take a while for the forum to upgrade and I can't use zink while that is happening\nCustomer: Oh update just failed\nHuman Agent: okay we are here on live chat until 6pm CST\nHuman Agent: The camera needs to have a strong connection to your router when you are updating the firmware. If you have trouble with updating the firmware you could try moving the camera close to your router. Plug the camera in directly to a wall outlet with just the original adapter (no extension cords, power strips, or surge protectors) as close to the router as possible, when the indicator light is solid blue try updating the firmware again.\nCustomer: I'm doing just that!  I'm sitting right in front of the router\nCustomer: it seems the router restarted or something\nCustomer: lost connection\nCustomer: not the router\nHuman Agent: okay\nCustomer: the camera restarted\nHuman Agent: Camera is plugged directly into a wall outlet with just the adapter? no extension cords, power strips, or surge protectors?\nCustomer: I don't see any lights on, but I can hear clicking\nCustomer: Yes directly\nHuman Agent: Camera is plugged directly into a wall outlet with just the adapter? no extension cords, power strips, or surge protectors?\nHuman Agent: Forum cabinet shows online currently\nCustomer: using zmodo power cord\nHuman Agent: you could try doing the update again\nCustomer: First I want to try a zink on the others while you are here\nHuman Agent: okay sure\nCustomer: hmm \"tap to select a wifi network\" isn't showing any networks\nHuman Agent: Please go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location then go through setup again\nCustomer: confirmed\nHuman Agent: please turn off your phone's mobile data too -then go through Zink setup again\nCustomer: I entered by wifi info manually\nCustomer: this might be a camera I've never connected, an extra I had\nHuman Agent: Forum floor shows online now so you got one back online\nCustomer: OH \nHuman Agent: dining room shows offline though ZMD13IADB240863\nCustomer: that must be the one I connected\nCustomer: I'm still in the setup part of the app though\nCustomer: stuck at waiting for connection\nCustomer: should I quit out of it?\nHuman Agent: back out of setup then try and setup dining room ZMD13IADB240863\nCustomer: so ending with 0875 must be my extra one\nHuman Agent: I don't see that one on your account \nCustomer: dining room isn't accepting the wifi details\nHuman Agent: Does it give you an error message?\nCustomer: No after I click the Checkmark it just shows the busy indicator for a few seconds, then comes back to the wifi settings.. not the \"waiting for connection\"\nCustomer: I'll try again from start\nHuman Agent: Okay.  \nCustomer: I think I give up on this one for now.  I'm happy I got the Forum ones back.  I don't need Dining room camera and I can try the other one if I need it\nCustomer: thanks for the help. \nHuman Agent: okay.  We are available M-F 9am-12pm CST & 1pm-6pm CST here on live chat if you need to contact us again.  \n\nClosed on New Years Day\nHuman Agent: Ask for an AGENT during those times to be connected with one of our live chat agents\nCustomer: ok thanks, happy new year\nHuman Agent: Happy new year to you too! thanks!"]
["Customer: Agent \nCustomer: Ok thank you \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I just wanted to know why my cameras aren’t working \nHuman Agent: Okay, I cant see your cameras live however with looking up your account its telling me the cameras are offline. Are you able to see any lights coming from the cameras? if so can you tell me what color they are and if the light is solid or flashing? \nCustomer: Hello"]
["Customer: Poor connection \nCustomer: Ive checked not connecting still \nCustomer: Further assistance \nCustomer: Agent\nCustomer: Hello\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: My front camera won’t establish a connection \nHuman Agent: Okay, do you see any lights coming from the camera? what is the color and are they solid or flashing?\nCustomer: No lights \nCustomer: Blinking green \nCustomer: Hello\nHuman Agent: Okay, if the camera is flashing green that means its offline, try to go through the setup to reconnect it to the network."]
["Customer: Need to talk to Dillon\nCustomer: I had a previous text call with dillon still need his help\nHuman Agent: I am looking at that chat history. It looks like you figured out that the camera did not support the Clips Plan. Do you have other questions?\nCustomer: I took it off clips now it doesn't detect any motion.\nHuman Agent: There are some things that impact motion alerts. There's a 'cool down' period between motion alerts, so not every event prompts a notification. I can try to sync and restart the camera to see if it is just an issue with the cool down. Are you still there with the camera?\nCustomer: A power cycled it again and I think it may be working.\nHuman Agent: Alright, that is good. That likely means it was just the cool down between events.\nCustomer: Thanks for your help\nHuman Agent: You're welcome."]
["Customer: I have one camera with a blinking green light serial number ZMD161S17200545\nCustomer: How long is this green light going to blink green? It’s been blinking for several minutes.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera or one that was setup previously\nCustomer: I have one camera that’s in black-and-white and it’s supposed to be color. What should I do?\nCustomer: I have another camera, which is only in black and white. How do I get to get the color back?\nCustomer: Hello I’m back\nCustomer: Are you on a break?\nCustomer: Hello\nCustomer: Hello Kyle are you\nHuman Agent: No, I am here, there was a technical issue I apologize\nCustomer: Kylie are you there?\nHuman Agent: Can you click live on the black and white caemra and take a screenshot and send that to me to review\nCustomer: Let’s start over. I have another camera that only shows black and white. How do I get the color back?\nCustomer: OK let’s see if I can do that\nHuman Agent: Okay\nCustomer: D/static_file/14e12e07c8_1_20250219153127.png\nCustomer: There it is\nCustomer: Kylie, are you there?\nCustomer: Are you still reviewing?\nHuman Agent: Yes, I am here, can you while viewing it live click the settings gear then tap on night vision settings and tell me what its set to currently?\nCustomer: 1\nCustomer: Ok, let me do that I shall return\nHuman Agent: Okay\nCustomer: It is set at auto and normal\nHuman Agent: Okay, switch it to off, then back up and tell me if it goes back to color or not\nCustomer: Nothing has changed. It is still black and white.\nHuman Agent: Okay, one more time check that the night vision settings are set to always off, and if they are I would like for you to unplug the camera for 1 minute, then plug it back in again.\nCustomer: Just on this particular camera, right?\nHuman Agent: Yes, jsut this camera\nCustomer: Well, while I was waiting, I turned all of my four cameras, including this one off, and the color is back\nHuman Agent: Fantastic, now that the color is back, click the settings gear, then night vision and put the camera back on auto normal, then back up and tell me if its still in color\nCustomer: Ok\nCustomer: Nice job Kylie. I put them all back to auto and normal and the color is back thank you. Why don’t you have a phone service anymore? It would be a lot easier thanks anyway.\nHuman Agent: That's fantastic news, we do still have phone support but its only outbound only and its done via scheduling, so if you ever want to troubleshoot over the phone you can always request that and we can send you the call scheduler to schedule the calling. We do the scheduling for calls in hour blocks. \nHuman Agent: Any other questions I can assist you with before we go for the day?\nCustomer: Kylie, thank you very much\nHuman Agent: Thank you very much as well, it was a pleasure assisting you today and I hope you have a beautiful day\nCustomer: ✌🏼\nCustomer: You as well\nHuman Agent: Thank you, Farewell"]
["Customer: I cannot see the small clip on 2 of my cameras\nCustomer: -1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Can you elaborate on what you mean by the small clip on two of your cameras?\n\nCustomer: I have 5 cameras, and I cannot see the small clips on 2 of them.  \nCustomer: I can see them live but nos the clips. The application is asking me to subscribe in order to see the clips\nHuman Agent: Are you going to the event section of the app and tapping on events for them there or something like that?\nCustomer: Yes\nHuman Agent: Okay, can you send me a screenshot of it showing that message in the event player please? \nCustomer: If I tap on the event in those cameras I cannot see the clip\nHuman Agent: Okay, can you send me a screenshot of it showing that message in the event player please? \n\nCustomer: Yes\nHuman Agent: Okay, thank you. \nCustomer: D/static_file/52fca3b4a4_1_20250303152239.jpg\nCustomer: D/static_file/10f0eec600_1_20250303152246.jpg\nHuman Agent: Thank you, and which two cameras are you having this issue on?\nCustomer: Yes\nCustomer: D/static_file/916d1c2f8a_1_20250303153511.jpg\nCustomer: The 2 marked in red are the ones I'm having problems \nHuman Agent: Okay, thank you, one moment as I see if I can correct the issue. \nHuman Agent: Okay, please close the app, reopen it, then see if they will work now when you tap on an event."]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.  backyard camera shows offline.  Is this the camera you are needing help with?"]
["Customer: Looking to see if any magic can happen today with getting my cameras reactivated 2 are currently down …. Are you able to push the button to connect them ???it only works when it’s done from your side!! \nCustomer: Troubleshooting\nCustomer: Camera isn’t working can you manually reset on your send \nCustomer: It’s flashing green and blue \nCustomer: How do I connect I doesn’t accept QR CODE \nCustomer: QR SETUP IS NOT WORKING \nCustomer: It continues to flash no change \nCustomer: Yes same rate and color \nCustomer: Any idea on the fix ???\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: How can I get volume\nHuman Agent: Hi my name is Wendy\nHuman Agent: The outdoor bullet camera connected to this email does not have an audio feature\nHuman Agent: Mini Pro indoor cameras have 2-way audio:  https://www.zmodo.com/1080p-indoor-wifi-camera/\nHuman Agent: Zmodo outdoor battery cams have 2-way audio:  https://www.amazon.com/Zmodo-Security-Rechargeable-Detection-Waterproof/dp/B0DJ1LFNRP/ref=b2b_gw_d_puwl_d_sccl_1/132-6977896-3820560?pd_rd_w=QAjWu&content-id=amzn1.sym.e29f9610-d9f9-499e-a6c0-e695a640e957&pf_rd_p=e29f9610-d9f9-499e-a6c0-e695a640e957&pf_rd_r=6D4EC1JGT5MCP5VG2G81&pd_rd_wg=sSWSZ&pd_rd_r=9ccd98a3-eb62-43e1-b126-ccf0e40c6632&pd_rd_i=B0DJ1LFNRP&psc=1"]
["Customer: I need to speak to a live agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: I am very unhappy with the service. My cameras keep going off-line when I need them to work. I also get lots of gaps between recordings. I have to constantly reset the cameras and when I need them to work when I’m not home, they are off-line.\nHuman Agent: The cameras are not able to record when they are not online so the issue with them going in and out would need to be resolved to fix that issue. It is likely some form of connection issue on the network which we can assig with troubleshooting for. Are you there with the cameras currently?\nCustomer: I understand that they do not record when they are off-line. My issue is when I leave the house. I check the cameras to make sure they are working and like the next time I check them again two of them are off-line. It’s not my Internet connection because I have the highest speed Internet available to me. This is a constant problem ever since I reinstated the monthly service. Disconnect and reconnect the cameras to reset them every single time and I always check. My daughter is home alone and she called me because someone showed up and when I went to check the cameras, I was unable to view anything because they are off-line again. \nCustomer: I’m sorry if there are mistakes in my messages, I am not home. Am driving.\nHuman Agent: Speed is not the only factor of the wifi connection. When you are at the location we can assist with troubleshooting, but unfortunately there is not much we may do remotely. Would you like to schedule a call for either later today or a future date so that an agent can call and assist with the issues you're having? If so, you can hit the button I've sent to schedule a call. Otherwise I would recommend reaching out again when at the location for troubleshooting."]
["Customer: Do these cameras always need to be plugged in?\nCustomer: Is my camera chargeable ?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Yes the camera's you have on your account have to be plugged into power to function."]
["Customer: Agent\nCustomer: Agent\nCustomer: OK. Says I need a firmware update but update always fails. \nCustomer: How do I get your product to work? \nHuman Agent: The cameras on your account are offline. The cameras would need to be online in order to update. Are you there with the cameras at this time?\nCustomer: Yes. \nHuman Agent: Okay, then you will want to check the connection the cameras have to the network. Do the cameras plug in directly to the NVR system? Or do you have a separate repeater for the cameras?\nCustomer: Plug directly into your box. However, three are newer and plug into wall\nHuman Agent: The cameras that plug in to a wall outlet are updated. IT is certain cameras that plug in to the NVR that have an update available.\nHuman Agent: How many cameras do you have plugged in to the NVR currently?\nCustomer: Three\nCustomer: Should I plug all of them in? \nHuman Agent: That may be part of the issue. You are likely trying to update cameras you do not have plugged in, so they are not online.\nCustomer: I'm just trying to update your firmware \nCustomer: But I guess I should have all the cameras plugged in? \nHuman Agent: The camera needs to be online in order to update the firmware. So the camera needs to be plugged in to update the firmware.\nHuman Agent: If the camera is not plugged in, then the firmware will not update and it will fail when you try to update.\nCustomer: So the ones that plug into the wall should work? \nCustomer: I have four cameras plugged into your base. Will try now to update \nHuman Agent: The four cameras you have plugged in to the NVR do not have an update available.\nHuman Agent: The cameras that have an update, are still offline.\nCustomer: I'm here\nCustomer: The update failed\nCustomer: Four cameras plugged into your base, all blinking on and your update failed anyway \nCustomer: What do you suggest next? \nCustomer: Are you there? \nHuman Agent: The four cameras you have plugged in to the NVR do not have an update available. The cameras that have an update, are still offline.\nHuman Agent: The cameras will not update when they are not online. The cameras that have an update available are not plugged in."]
["Customer: Set up\nCustomer: How do I get my camera back on line\nRight now it os off line\nCustomer: The light is showing green\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I an getting  a cherping sound and the green light  goes off sn come on back\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Speak to a real person \nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I ordered two torch 360 and 1 of them will not work whatsoever and the other one will randomly on its own rotate 360…\nCustomer: Why would this be happening? \nCustomer: Actually can I get a refund on the torch 360?\nHuman Agent: Okay, Did you order the product directly from us or from a third party such as amazon ro ebay?\nCustomer: Hello?\nHuman Agent: I replied above. I said \"Okay, Did you order the product directly from us or from a third party such as amazon or ebay?\"\nCustomer: Direct from the app \nHuman Agent: I also was going to answer your other question about the torch, when the torch drops offline, it will revert to the original position, when it comes back online it then stays in that position unless  its told to change (is rotated again) otherwise. \nCustomer: Blink security has in the past sent out sample cameras to try out, is that an option? If not I’ll cancel the subscription \nCustomer: I hear good reviews from other ppl but it’s been a headache for me. What’s the most reliable works very well that you would recommend \nHuman Agent: No, we do not send sample or additional cameras like blink, so that would not be an option.  We would have to troubleshoot with you and the device first, if it has an issue then there is a warranty on our cameras, its 1 year from the date of purchase, its a replacement warranty. If the product is functioning properly and you do an RMA they would send you back the same device as they test each device sent in for RMA, so its imperative we troubleshoot first. \nHuman Agent: We will be closing at 6PM central time which is in 9 minutes. I can follow up via email if you prefer, Send a callback scheduler so you can schedule a callback for Monday or a day you prefer next week which would you prefer?\nCustomer: What camera would you recommend for being the best you all sell? And how can I limit my privacy and data being used and stored overseas \nHuman Agent: We are a united states company, our servers are located In the USA and are not international.\nHuman Agent: We have several products, I personally really like the indoor cameras for my home because they have two way audio, but if you need a sturdy outdoor camera the Indoor outdoor cameras are fantastic, they do not have audio however.\nHuman Agent: We are currently unavailable for live chat support, but you can reach out to us via email support@zmodo.com. Our new hours of availability are:\n\nMonday to Friday: 9am to 12pm and 1pm to 6 pm CST\nExcluding Holidays\n\nYou may also contact the chat outside of our hours again to speak to our AI chatbot Mira who can assist with some troubleshooting. I've also sent a callback scheduling form where you can click the button in the chat in order to schedule a callback for a future date if you'd prefer.\n\nThank you for understanding.\n\nCustomer: You didn’t answer my question"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Camera isn't connecting anymore\nCustomer: It is solid green\nCustomer: I can't view my feed\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Solid green is normally only on the camera when first booting up. If it's staying solid green, that implies some sort of issue. Is it plugged directly into a wall outlet without any extension cables?\nCustomer: Yes it's always worked fine until just about a week ago\nCustomer: Hello\nHuman Agent: I apologize, it was not showing your messages until I refreshed. \nHuman Agent: Do you have another cable you would be able to try plugging it in with? \nHuman Agent: Possibly a known good one from another camera?\nCustomer: I am sorry are you still there"]
["Customer: I just renewed my subscription. The camera is failing to update. \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. The device is offline. You will not be able to update it until it is online. Is the indicator light currently flashing?"]
["Customer: Troubleshooting\nCustomer: In live view how do I access microphone or listening?\nCustomer:  They are greyed out. How or why would they not be supported?\nCustomer: Microphone and sound is greyed out\nHuman Agent: Hello, my name is Grant. The cameras on your account are the Zmodo 1080p Indoor/Outdoor Wi-Fi cameras. Those cameras do not have 2-way audio features. That is why the microphone and speakers are greyed out on your app.\nCustomer: Got it. Thanks\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: One of my cameras is not working.\nCustomer: Green light splashing\nCustomer: I have four cameras one don't work\nHuman Agent: Hello, you've reached customer care. My name is Grant. There are a few reasons that the camera may be offline. First can you unplug the camera, plug it back in, and tell me what light you see in the camera when you first plug it in?\nHuman Agent: The light may change after you plug it in, so let me know if the light changes, as well."]
["Customer: Set up\nCustomer: I was redoing my settings and lost the connection to my cameras and now I can’t get them to work \nCustomer: I tried that.  It won’t “see” the QR code\nHuman Agent: Hi my name is Wendy.  Camera named shop#2? is this the camera you are needing help with?\nCustomer: I get no lights whatsoever \nHuman Agent: Shop #2 doesn't show any lights?  Please plug the camera in to a different wall outlet or try using a different working 5v 1a micro usb power adapter to power the camera.\nCustomer: That one and the front room that I used to have but I’ve lost it\nCustomer: I have the front room in hand.  The shop 2 is still outside on the building \nHuman Agent: What is the device ID on front room camera?\nCustomer: Which number is that\nHuman Agent: The ID will be listed on a sticker on the camera, it will most likely start with ZMD\nCustomer: ZMD14F2DA266778\nHuman Agent: ZMD14F2DA266778 uses QR code setup.  This one is blinking green?\nCustomer: No lights at all\nHuman Agent:  Please plug the camera in to a different wall outlet or try using a different working 5v 1a micro usb power adapter to power the camera.\nCustomer: I have tried 5 diff plugs and even went on top of the router\nHuman Agent: See if that will get the camera to power on and show the indicator light.  You should see a green or blue light that is either blinking or solid.\n\nCamera indicator light meanings:\nSolid green - powering on or power issue\nBlinking green - ready for setup\nBlinking blue - communicating with router\nSolid blue -connected to your network\n\nHuman Agent: \n\nYou are plugging the camera directly into a wall outlet? no extension cords, power strips or surge protectors?\n\nIf the camera will not power on even with a different working power adapter the camera is most likely defective.\nCustomer: I will have to go get a diff plug\nHuman Agent: ok\nCustomer: No ext cords \nHuman Agent: ok good\nCustomer: Ok give me a sec\nHuman Agent: ok\nCustomer: Still no lights\nHuman Agent: Unfortunately the camera is most likely defective if it will not power on\nCustomer: The other camera just says poor connection and then doesn’t cinnect\nHuman Agent: Shop#2?\nCustomer: Yes\nHuman Agent: What color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: #1 still no lights\nCustomer: The one in hand?  Nothing \nHuman Agent: I'm asking about Shop#2 ZMD14F2DA266776 .  What color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: I will have to out there to look.  It’s a little away\nHuman Agent: ok\nCustomer: No lights either\nHuman Agent: You would want to swap out the power adapter and also try plugging the camera into a different wall outlet to see if you can get the camera to power on.\n\nThe indicator light is inside the lens of the camera.  You should see a green or blue light that is either blinking or solid.\nHuman Agent: No extension cords, power strips, or surge protectors.\nCustomer: Nothing like that.  I had my husband try to get it to connect and no lights \nHuman Agent: Okay unfortunately if the camera will not power on it is most likely defective.\nCustomer: Both of them at the same time?  Power surge maybe??\nHuman Agent: Possibly some type of power surge damaged the cameras.\nCustomer: You want to give me 2 replacements, free of charge? 😉\nHuman Agent: No sorry.  If they were in warranty you could fill out the RMA form to send them in to be replaced but it looks like shop2 was setup in 2018, it would be out of warranty now\nCustomer: They r the less expensive ones ☺️\nHuman Agent: https://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7/ref=b2b_gw_d_cue_uf_d_sccl_5/143-9124265-7040548?pd_rd_w=EFev4&content-id=amzn1.sym.385d5c79-7be9-4802-802e-5e837b2be04a&pf_rd_p=385d5c79-7be9-4802-802e-5e837b2be04a&pf_rd_r=7YD62BQP7NNCBARR051R&pd_rd_wg=e80SA&pd_rd_r=ac7d78be-4695-4eec-8c92-d646d07584d4&pd_rd_i=B0978WDJK7&psc=1\nCustomer: Yes see how long we have been a customer \nHuman Agent: 2-pack of 1080p wifi bullet indoor/outdoor cameras SHo Brand compatible with the Zmodo app -only $49.98 right now for the 2-pack\nHuman Agent: Here is a link to them:  https://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7/ref=b2b_gw_d_cue_uf_d_sccl_5/143-9124265-7040548?pd_rd_w=EFev4&content-id=amzn1.sym.385d5c79-7be9-4802-802e-5e837b2be04a&pf_rd_p=385d5c79-7be9-4802-802e-5e837b2be04a&pf_rd_r=7YD62BQP7NNCBARR051R&pd_rd_wg=e80SA&pd_rd_r=ac7d78be-4695-4eec-8c92-d646d07584d4&pd_rd_i=B0978WDJK7&psc=1\nHuman Agent: *$39.98 for the 2-pack\nCustomer: Keep going, getting cheaper by the minute.  Senior discount? \nHuman Agent: No sorry, no senior discounts.\nCustomer: Hahaha  can’t blame me for trying.  Thank you Wendy!\nHuman Agent: You-re welcome!"]
["Customer: Beam ZM-SHRZ03W is making clicking noise and stopped connecting. Need a replacement recommendation that is compatible with ZM-W0002-2 cameras\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have any Beams in stock, if you desire to get another beam you would have to look at a third party site such as amazon or eBay for the purchase.\nCustomer: ok, but before I buy it, I want to know if the updated Beam is compatible with the ZM-W0002-2 Zmodo cameras because they are older models\nHuman Agent: The beam is a Wi-Fi extender, its compatible with all of our cameras. \nCustomer: i see, so the cameras not working does not have to do with the beam being broken?\nHuman Agent: the beam is used as an extender, its possible that the cameras dropped offline when the beam stopped if the location they are in is getting too poor/slow of an internet signal without the beam (wifi extender) \nCustomer: The beam was actually further form the cameras than the wifi router\nCustomer: ok let me see if i can reset them or get them back online\nHuman Agent: interesting, For the beam, wherever its placed it takes the Wi-Fi signal from that point and pushes it out around it which can make the signal stronger, but if the beam is placed further away it would of been getting a weaker signal from the network and only pushing out that already weak signal. I would recommend in the future if you ever get another beam or Wi-Fi extender to put it roughly at a point halfway distance from the cameras to the router.\nCustomer: I think it was located where it was because we originally had a Zmodo doorbell camera, so it may have been boosting the signal for that camera specifically\nCustomer: and then I wrongly thought it was just a hub, not a wifi booster\nCustomer: sorry, i'm trying to debug all of this at a family members house, and I'm not exactly sure when everything stopped working or what the failure mode is\nHuman Agent: That's no problem, I'm glad you were able to contact us and asked for assistance and learn more about all the devices.\nCustomer: in order to use the Zmodo security cameras, does he need a plan now? He just has a free account\nHuman Agent: The cloud subscription is optional, it is only used for recording purposes. Cameras without a subscription will take short 10 second clips when motion occures (has a 3 minute cooldown between each 10 second clip) and those clips are able to be seen and saves within 12 hours from the creation, after 12 hours the clip is overwritten to make room for more footage. \nHuman Agent: Those short clips are also found in the alert/event section, not in playback. Playback is used for the cloud service. \nCustomer: ok, thanks for explaining that t ome\nCustomer: i tried resetting the camera without any luck, should i try removing and re-adding it?\nCustomer: currently i cannot access them for live view or to set motion zones or anything else\nCustomer: also the firmware version says it is up to date\nHuman Agent: You wont have to remove the camera to set it up, you cna set it up while its bound to the account.\nHuman Agent: when you look at the lights on the camera what color are they and are they flashing or solid?\nCustomer: are the lights on the front or the back of the device? They are mounted pretty high and I cannot see the back, but I do not see any lights on the fronts\nCustomer: they are both plugged into the same power source, so maybe that's an issue?\nHuman Agent: unsure which camera model these are but the lights would be on the front of the camera at 90 degrees (north from the lense)  or it would be on the right side of the camera if you are looking at the camera from the front. \nCustomer: ok, we definitely don't have that on either camera, we're going to get up near them and try unplugging and plugging back in\nCustomer: thanks so much for your help!\nHuman Agent: Okay, you can also try swapping the cord on allot of our cameras, allot of the cameras use a Micro USB cord so if you still see no lights even if you cover the front of the camera then you can try changing the cord itself to try and get the camera power properly. \nHuman Agent: In rare cases I have also seen where its the outlet itself thats gone bad, or the outlet had been power tripped so it was not providing power at all."]
["Customer: Troubleshooting\nCustomer: One of my cameras won't set up the new update.. keeps say set up failed try again\nCustomer: Well I am one thousand miles away\nHuman Agent: HI my name is Wendy\nHuman Agent: Which camera are you wanting to update?\nHuman Agent: what is the name or ID on the camera?\nCustomer: Aio office 2\nHuman Agent: ZMD19H3I8D18077 Aio office door 2?\nCustomer: Aio office door 2. Yes\nHuman Agent: this camera Aio office door 2\tis offline.   The camera needs to be online in order to update the firmware.\nCustomer: I had my staff unplug and plug it in it won't come up\nHuman Agent: Pool back yard, phil's office 2, Aio office door 2, & Karens office 2 are offline.\nHuman Agent: What color are the indicator lights on the cameras? and are the lights blinking or solid?\nCustomer: Let me look\nHuman Agent: ok\nCustomer: Aio office door no light on karens office 2 no light on\nHuman Agent: are the cameras connected to power strips, surge protectors, or extension cables?\nHuman Agent: if so, unplug from those, plug the cameras directly into wall outlets to see if that will get the cameras to power on.\nCustomer: No\nHuman Agent: or try different working 5v 1a micro usb power adapters\nCustomer: My other cameras work it's the  three new ones that are out pool camera is unplugged \nHuman Agent: ok\nCustomer: I'm having my staff power cycle all three\nHuman Agent: are the cameras connected to power strips, surge protectors, or extension cables? if so, unplug from those, plug the cameras directly into wall outlets to see if that will get the cameras to power on.\n\nor try different working 5v 1a micro usb power adapters\n\nCustomer: No\nHuman Agent:  try different working 5v 1a micro usb power adapters\nCustomer: All three cords would not go bad at the same time \nHuman Agent: okay this is a troubleshooting step to try to get the cameras to power on\nCustomer: They all went out when you sent that update out \nHuman Agent: All 3 cameras need firmware updated, they were not updated yet\nCustomer: Well that's my point they won't update\nHuman Agent: the cameras need to be online in order for them to be updated.\nCustomer: Well how do I get them back online\nHuman Agent: first the cameras need to be powered on and show an indicator light.\nHuman Agent: if the indicator light blinks green that means it is in setup mode , it can be setup\nCustomer: You can't do nothing.. they have power \nHuman Agent: if there is no power going to the camera, swapping out the power adapter can help get them to power on\nCustomer: I will call my it person.  Thank you\nHuman Agent: The cameras are powering on now? What color are the indicator lights now? and are the lights blinking or solid?\n\nHuman Agent: ok"]
["Customer: Which option do I use for connecting camera\nCustomer: My camera is blinking res\nCustomer: Red\nCustomer: Why is it blinking res\nCustomer: Red\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: My camera is blinking red\nCustomer: FCC I’d zk8-bfs23nm\nHuman Agent: Not the FCC ID. The Device ID should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD18ecih800239\nHuman Agent: Is the light in the camera just one red light flashing? Or is it the infrared lights around the camera lens that are turning on and off?\nCustomer: It’s on the side \nHuman Agent: Okay, so it is just one light in the camera and not the infrared lights around the camera lens?\nCustomer: Yes one\nHuman Agent: Okay, can you unplug the camera, plug it back in, and tell me if you see a solid green light right when you plug in the camera? Then watch the light closely and let me know if it changes from that solid green. It may change to a flashing green and then may change to flashing red again, but let me know what it does.\nCustomer: from solid green to flashing red\nHuman Agent: That indicates an issue with the camera. You can try using a different power adapter and cable.\nHuman Agent: Is the camera plugged in to an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: Directly \nCustomer: I’m also seeing the the red light around the camera now \nHuman Agent: Those are the infrared lights for night vision. I just wanted to be sure the red light you were seeing was not those and was a single light inside the camera.\nHuman Agent: Have you tried another working power adapter?"]
["Customer: Set up\nCustomer: I can’t get my Zmodo model zip-ibh23-w to reset so that i can join it to my other two cameras \nCustomer: There’s no pinhole on divice\nCustomer: There isn’t a hole on this model to press to reset\nHuman Agent: Hello, you've reached customer care, my name is Kylie. You can only reset this model of camera if the device is online, if it is offline you would only need to set it up on the network. What color are the lights on the camera and is it flashing or solid? \nCustomer: Green, it came as a 3 pack. 2 are working, this one isnt\nHuman Agent: Green solid or flashing?\nCustomer: Green flashing \nHuman Agent: Okay, if its flashing green that means its not connecting to the network. Have you tried rebooting it by unplugging and plugging it in then going through the setup to reconnect the device at all?\nCustomer: Unplugged it, but it doesn’t show up on the app like the other 2\nHuman Agent: Did you possible accidentally delete it from the app? or is this the first time you are setting up this camera?\nCustomer: I set them up awhile  ago, worked fine and then just stopped\nHuman Agent: Okay, you can try to go through the setup to reconnect the camera, but if that fails and the camera only flashes green try checking the cameras cord by swapping it with another one that does work, then try again. If it fails again try rebooting the router by unplugging and plugging it in again then try once more. \nCustomer: Should i delete the other 2 and start from the beginning?\nHuman Agent: No, that is not necessary \nHuman Agent: The other two are online so there is no need. \nCustomer: Okay, not sure I’m doing setup correctly but I’ll give it a shot\nHuman Agent: Okay, the camera would use either the QR  code or the Zink setup\nHuman Agent: Easy way to know is If you see the ZMD_SAP network in the Wi-Fi network list when close to the camera that means the camera uses the Zink setup."]
["Customer: failed up date\nCustomer: i have multiple times and it doesn’t update i think need further assistance \nHuman Agent: Hi my name is Wendy.  What is the name or ID on the camera you are wanting to update?\nCustomer: i think it’s kester gate new\nHuman Agent: I don't see a camera with that name.  What is the device ID on that one?\nHuman Agent: The ID will be on a sticker on the camera, it will start with ZMD\nCustomer: D/static_file/1b2c398598_1_20241105134953.jpeg\nCustomer: maybe; saved by the bells \nHuman Agent: ZMD16F4I7203695\nHuman Agent: This camera isn't connected to your account.  What color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: I apologize I understand that stickers hard to read. And I’ve kind of moved my cameras around\nCustomer: solid green\nHuman Agent: Solid green can indicate a power issue.\n\nIs the camera connected directly into a wall outlet, a power strip, a surge protector, or an extension cord?\n\nIf you are using a power strip, surge protector, or extension cord, please unplug from that, plug the camera in directly to a wall outlet with the original power adapter.\n\nOr try a different working power adapter, see if that will get the cameras to power on and start blinking green or switch to solid blue.\n\nCustomer: directly to the wall with provided cord.. I have tried other cords with the same result\nHuman Agent: Okay unfortunately if the indicator light stays solid green even when using a different power adapter plugged directly into a wall outlet with no extension cords, power strips, or surge protectors the camera is most likely defective.\nCustomer: Is solid green also an indicator of failed set up. Like could it be not a power issue but unable to update issue\nHuman Agent: You would not be able to setup this camera if it only shows a solid green light.\nHuman Agent: Blinking green means the camera is in setup mode\nHuman Agent: solid blue means the camera is connected to your network.\nHuman Agent: Solid green means the camera is not powering on all the way\nCustomer: i’m a little stumped cause it was flashing green and would connect but it needs a software update in the software update would fail\nCustomer: It would have to connect to something to know that it needed a software update right\nHuman Agent: The camera needs to be online and connected to your router first before the firmware can be updated.\nHuman Agent: Right now if the camera shows a solid green light it is not powering on all the way so it cannot be setup\nCustomer: correct.. I think giving you a timeline would help this makes more sense.. yesterday when I plugged the camera in it would go flashing green when I would attempt to connect it it would tell me it needed a software update the software update failed multiple times I tried resetting the device and I had the same problem I then removed the device in an attempt to just start over which has worked in the past with other cameras from Zmodo\nHuman Agent: Blinking green means the camera is in setup mode.  The indicator light on the camera needs to be solid blue before trying to update the firmware.\nHuman Agent: ZMD16F4I7203695 is not connected to your account.  It is unbound.  \nCustomer: are you able to tell when it was unconnected\nHuman Agent: No, that is not something I can see on my end\nCustomer: how would the camera know it needed a software update if it wasn’t able to connect? \nHuman Agent: If the camera was not connected to your account it most likely would have been a message about another camera on your account.\nHuman Agent: All the cameras on your account have up to date firmware.  Were any other cameras on your account when you were working with ZMD16F4I7203695 that is now deleted?\nCustomer: yes\nHuman Agent: ok\nCustomer: I would’ve had five total three of them were connected and working! I was able to add a fourth yesterday and it is now connected and working which leaves this one is being the last one unconnected\nHuman Agent: You currently have 4 cameras connected to \ttanner.hamilton17@gmail.com.  (3) cameras are online.  ZMD13HRD9003423 f--- mice is offline."]
["Customer: Troubleshooting\nCustomer: Hi Mira, we have an eight camera system and four of the cameras don’t seem to be working. I swapped the cable on one of the cameras to make sure that the camera was working and the camera seems to work. It is the camera with night vision, so you can see the red lights in front, but the video doesn’t seem to work when connected to the original connection.\nCustomer: it appears that the indicator light for status on the camera is on so the connection and power supplies seem fine. I think the problem is around the reconfiguration you mentioned in step four.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Does the camera that has night vision trouble plug into a wall outlet for power or is it a wired camera?\nCustomer: The cameras don’t plug into the wall for power. There is just one connection. Looks like maybe a micro USB connection that has that the other in the connection that looks to be directly for Wi-Fi like an extra wide old phone connection.\nCustomer: if that’s not clear, I can try to say it in a different way I apologize\nCustomer: The camera is plugged directly into the NVR\nCustomer: I believe it gets power from that\nHuman Agent: Okay, it sounds like the issue sadly may be with the camera itself with the night vision internally \nCustomer: Are you still there?\nHuman Agent: there sadly would not be a way to fix this issue, you would have to change out the camera for another one."]
["Customer: Troubleshooting\nCustomer: Hi. My camera frequently stops working. \nCustomer: I try all that. The. It works. Then randomly stops. I canceled my subscription due to this. I like to get this figured out though. The camera is not that old to not be working \nCustomer: You already said that. May I speak with a person?\nCustomer: Hi, for the past few months my camera randomly stops working. \nCustomer: It’s on but the feed on my phone does not update. \nCustomer: To get it to work again some times I just need to unplug and replug in. Sometimes I need to reinstall. \nCustomer: Any ideas?  \nHuman Agent: There could be several reasons the camera is offline. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I canceled my subscription because it was waste of money since it was going out so frequently. \nCustomer: Can I find that on the AP?  I’m at work. Just went up check my camera and realized it wasn’t updated so same here here help \nHuman Agent: Both cameras on your account are offline, and appear to have been offline for at least the last 7 days. The camera would need to be online to update the firmware, if that is what you are trying to do. You would also need to be with the cameras to troubleshoot them since they are offline.\nHuman Agent: The cameras could be offline due to a change in the network information or router. They could also be offline due to power issues. The other likely cause is network connection issues.\nCustomer: I’m just trying to get them to work consistently. They go offline frequently. \nCustomer: No internet issues. Plugged in. I only use the one. \nCustomer: I only use the one labeled home. \nCustomer: I don’t notice when it decided to go offline until I check it. The. I realize I have been unprotected for days. It’s frustrating. \nHuman Agent: Okay, so there is an issue if it goes offline. Unfortunately, as I said, you would need to be with the camera to troubleshoot it. We would want to see the status light on the camera. Then depending on that, you would test the power to the camera or the network connection to the camera.\nCustomer: Good talk. Thanks for the help :("]
["Customer: Troubleshooting\nCustomer: My camera is flickering can you give some help\nCustomer: Already set up a while ago just started flicking few days ago\nCustomer: As you can see it’s an older model of Funlux security camera.  The monitor screen is flicking \nCustomer: Camera is flickering \nCustomer: Will try\nCustomer: Still flickering \nCustomer: Ok\nCustomer: Are you the live chat agent \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Which camera are you referring to and by flickering do you mean it is just going in and out?\nCustomer: I have 4 cameras showing on a tv monitor 2 of them are showing back screens and the other 2 are show good but just started flickering a couple of days ago \nHuman Agent: Okay, is that Back yard and CH3-Garden having the issues?\nCustomer: Yes it’s black screen \nHuman Agent: Okay, do those two cameras show activity lights where they are plugged into the NVR?\nCustomer: Yes\nHuman Agent: Okay, if you cover their lenses with your hand, does a red night vision light come on?\nCustomer: Can’t get to them very high up on the wall\nHuman Agent: Okay, I assume you also would not be able to get where the two cord segments connect? The cable coming off of the camera and the cable that runs to the NVR?\nCustomer: That’s correct\nHuman Agent: Okay, you could try to unplug them from the NVR and plug them back in, but if you cannot reach the rest, there unfortunately would not be a lot else we can do for now. Once you can reach those, you can check the other connection point, make sure they're powering on there by checking for the night vision in the way I mentioned, and if the connection point of the cables is outside and not weatherproofed, you could also check whether it appears corroded. \nCustomer: So can you recommend another one to purchase that I can use the same existing wiring?\nCustomer: Last thing can you update the fare ware for me if possible?\nCustomer: Are you still there\nHuman Agent: We have not produced sPoE devices since around 2018 so we do not carry them anymore. Your best option would be used Funlux or Zmodo devices online. Yours would be gen 3, but until more is tested, it would be hard to know if the cable is the issue or the camera is. \nCustomer: Can you update the fareware for if you can or possible?\nHuman Agent: Ah, I apologize, I forgot to reply to that part. The only device that needs updated is the Back yard camera which is offline so I cannot update it. \nCustomer: Dillion I thank you so much for your help.  I believe it’s time for an upgrade 😂\nHuman Agent: No problem. Is there anything else I can help you with for now?\nCustomer: No I am good thanks again \nHuman Agent: Okay, have a good afternoon!"]
["Customer: aRE YOU ZMODO?\nCustomer:  i'M TRYING TO CHANGE SETTING\nCustomer: ALWAYS ON     MOTION ALERT\nCustomer: WHERE IS SETTINTGS BUTTON\nCustomer: PLEASE WAIT\nCustomer: There is no gear\nCustomer: gear button to change cam settings\nCustomer: There is no gear button\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Because you were not detailed with what specific settigns you were looking for Mira the AI chatbot gave you directions on how to change the settings on a camera not the settigns for alerts. In the future the mroe detailed you are with what settings youa re looking for the more the AI will understand what your asking for and can better help. \nCustomer: please explain\nHuman Agent: Are you wanting to turn off all the notification settings so you don't get any of them or are you wanting to only adjust one device so you do not get any notifications?\nCustomer: Two devices    always on    motion alert audio\nHuman Agent: The camera settings are not the same as the Notification settings and theya re in different areas of the app so where Mira was having you navigate to was to the camera settings.\nCustomer: I want alerts\nCustomer: AI said ckixk on gear\nHuman Agent: Okay, im not sure what issue with alerts you are experiencing, are you able to elaborate with me more? are you currently not recieving any alerts currently or what can I assist you with regarding the alerts?\nCustomer: Ok lets work on alerts.  Currently they appear to be off\nCustomer: you there?\nHuman Agent: Yes\nHuman Agent: When you go to the home screen at the top does it have the ON option highlighted in blue or is the OFF option highlighted in blue?\nHuman Agent: if you are unsure you can take a screenshot of the homepage and send it for me to check into the chat."]
["Customer: Hi Mira\nCustomer: For some reason, I am not be able to play one of my 4 device alert events clips\nCustomer: When I click on the recorded clips, it throws me to the scription screen \n\nCustomer: For this one camera, I wasn't able to.  It just threw me to subscribe screen \nCustomer: No problem with live view \nCustomer: But I need to be able to view the event clips\nCustomer: I know\nCustomer: I never subscribed to any service except trying out the trail free\nCustomer: I am talking about the 10 seconds clips \nCustomer: I couldn't for some reasons.  I see the recorded clips from Events, but when I click on the clips for this one camera, it is not playing the 10 seconds clips\nCustomer: I am on the basisc plan\n\nCustomer: -1\nCustomer: I need to be able to see my basic plan 10 seconds clips\nCustomer: Like I said, I only tried the trial free plan and it should automatically go back to the basic plan once trial is ended just like all my other 3 cameras \nCustomer: Hi Grant, sure.  \nHuman Agent: Which camera are you having trouble with?\nCustomer: HSN\nCustomer: Device id ZMD11LE45221922\nHuman Agent: I assume you mean the camera \"HSH\", correct? Do you have any events from that camera? Can you tap on Events at the bottom and change the filter to just that camera?\nCustomer: Yes \n\nCustomer: As soon as I click on the clips from HSN, the throws me to subscribe screen \nHuman Agent: The camera is not subscribed. What is the date and time on the event?\nCustomer: Will I end our chat if I go elsewhere in zmodo\nCustomer: I did not subscribe to any service, just the basic and trial free\nHuman Agent: You can come back to the chat. So did you not go to the Events tab when I mentioned it previously?\nCustomer: No, I can go and get the time stamp..that is if I can see it without playing the video \nHuman Agent: Okay, then lets start with the first step here that I suggested. Can you tap on Events at the bottom and change the filter to just that camera?\nCustomer: 1:49:31\nHuman Agent: What is the date of the event? And what screen does it take you to? Can you send a screenshot of that?\nCustomer: Pm\nCustomer: Today \nCustomer: Maybe I can capture some screenshots for you \nCustomer: Hmmm, I don't think I can.  When I click on the camera icon on the chat box, it takes me to my photo but I don't see the enter key to send the selected photo\nCustomer: Hello, r u there?\nHuman Agent: You can select the photo and then tap on Done.\nHuman Agent: You can also send an email to support@zmodo.com\nCustomer: There's no done, only share and lens\nCustomer: Ok , I can send them through email, will you get them right away?\nHuman Agent: I can see the support emails that come through.\nCustomer: I just sent it \nCustomer: From yklockie@hotmail.com\nHuman Agent: Okay, so lets try changing the filters on the Events page and see if there are other events there. Tap on the top left where it says \"All devices\" and select just the \"HSH\" camera.\nCustomer: You will notice the play icon wasn't there for HSN clips, unlike the other clips taken from my other cameras \nCustomer: I think the issue is new.  \nHuman Agent: It looks like it is trying to save it to the cloud. Can you change the filter on Events so we are looking at just the HSH events and see if there are any other events listed there?\nCustomer: I can try, usually when I click on one clip, it will automatically takes me to just that clip's camera and show all the clips for that camera, but this won't work, I'll try it your way, hold tight\nHuman Agent: Right, that is how it would normally work. But since that clip is giving us this new issue, I want to check to see if there are any other clips from that camera.\nCustomer: I just emailed you the screenshot \nCustomer: There're a few more clips there\nHuman Agent: What happens when you tap on them? The other clips are not showing the same cloud icon as the one in your first email.\nCustomer: You don't need them all, do you?...goes back to Feb 24\nHuman Agent: I do not even need screenshots. Can you just tap on a few of them and tell me what you see?\nCustomer: All brings me to the subscription screen I included in the 1st email I sent you \nCustomer: Like I said, those clips from HSN do not have the play ▶️ icon like other clips from my other cameras \nHuman Agent: Yes, I understand. I just wanted to test if it was just the one clip from HSH since it was the only one with a cloud icon. Do the others that you tap on get a cloud icon like the first after you tap on it and it takes you to the subscribe screen?\nHuman Agent: Are you there with the camera at this time? Because I can try to sync and restart it and then you can try to make a new event by moving in front of the camera.\nCustomer: Yes\nCustomer: All HSN clips throw me to the subscription screen \nHuman Agent: When you say \"Yes\", do you mean the cameras get the cloud icon? Or that you are there with the cameras?\nCustomer: I do notice some has the cloud icon and most don't \nHuman Agent: Which have the cloud icon? Is it the events that you have tapped on and that take you to the subscription screen?\nCustomer: I meant I am there with the camera, so after u reset it, I move make moments for new clips\nHuman Agent: I synced and restarted the HSH camera. You can try to create a new event and take a look at it.\nCustomer: Ok\nCustomer: I tried, I waved in front of the camera, I can see my hand from live view but don't know if it was recorded \nHuman Agent: You would want to check the events.\nCustomer: The recording feature is pretty suck.  It delays and stop recording for a few minutes after one is captured even there is moments \nHuman Agent: Do you have a new event from the camera?\nCustomer: I see the new events but now none of my clips from all cameras are playing \nHuman Agent: You see the new event from that camera and it will not play? What is the most recent event on the HSH camera?\nCustomer: I just sent you screenshots \nCustomer: The one I just triggered after you reset \nCustomer: It's seems to be working now \nCustomer: The clips from other cameras are playing \nHuman Agent: Alright, good. It does look like the new event was displayed properly, like the other events. Are you able to see the video from the new clip on the HSH camera, as well?\nCustomer: The ones from HSN only the new ones plays and that is fine \nCustomer: Thank you for your help 🙏\nHuman Agent: You're welcome.\nCustomer: Goodbye!  Have a nice day \nHuman Agent: Thank you. You have a good day, too."]
["Customer: I have a 720P Mini WiFi Camera which has failed. I've replaced it with a new camera of the same type. The old camera had a 12 month service contract. How do I transfer the contract to the new camera?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You can go to the cloud section of the app, hit view details on your subscription, then choose the edit button next to enabled devices to change which devices have the service assigned. \nCustomer: OK.  I have another camera which is showing alerts but I can't see any \"Live\" images. What should I do?\nHuman Agent: Which camera?\nCustomer: \"Garage Door\"\nHuman Agent: That camera is offline, but it goes in and out frequently. It's likely having either an issue with signal strength or upload speed, more likely signal strength if it's only on one camera. You could potentially verify by bringing it closer to the router temporarily to see if the issue continues or I could give information on an app to help test signal if you'd like. \nCustomer: The camera has worked well for years. I recently changed Internet providers to a more reliable one. Please give me the info to test the signal.\nHuman Agent: Do you have an android or an iphone?\nCustomer: Android\nHuman Agent: Okay, thanks. You can download an app from the play store. You'll search \"wifi analyzer\" and then download the app \"WiFi Analyzer (open-source) listed there which is what we will use to test. Once downloaded you'll want to make sure to accept the location request when opening it as that is used to see nearby networks. You can then go to the Access Points section in the hamburger menu if it is not already on that page and look for your 2.4Ghz network (it will have a channel between 1 and 11).\nHuman Agent: You'll want to make sure to be right next to the camera with your phone as close to it as possible when testing. You'll be wanting to check the signal rating from that location which is the negative number measured in dBm. \nHuman Agent: 0 to -60 is acceptable, but anything past -60 would start to experience drops. \nCustomer: OK. Thank you for your help. Bye.\nHuman Agent: No problem, have a good afternoon!"]
["Customer: Set up\nCustomer: Activate my account \nCustomer: I can’t get my cameras on. I have sent you the ZMD numbers \nCustomer: ZMD 151G14212895\nCustomer: Zmd151g14212488\nCustomer: Zmd151g14212930 \nCustomer: zmd151b14210469 \nCustomer: The. Point is this I renewed my subscription today but I’m not getting any view from my cameras \nHuman Agent: The subscription is not needed for the cameras to function\n\n.\nHuman Agent: Cameras may go offline due to either power or network issues. Observing the indicator light when the device is offline will provide valuable information for troubleshooting.\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: No lights at all\nHuman Agent: If you don't see a light on the camera it could indicate a power issue, to test if the camera has power can you cover the front of the camera to trigger the red night vision lights. Let me know if those come on. \n\nCustomer: Blinks blue?\nHuman Agent: That means it is not connected to wifi \nHuman Agent: Does it show green as well or just blue? \nCustomer: D/static_file/9c34a4c0e6_1_20240923122213.jpg\nHuman Agent: I got the screenshot but I am not sure what you are trying to show me"]
["Customer: Agent\nHuman Agent: How can I assist you?\nCustomer: Agent\nCustomer: D/static_file/3468e8dfbb_1_20241218145353.jpg\nCustomer: Hi I’m having issues with this camera it’s not showing up and loading\nCustomer: Blinking red\nCustomer: D/static_file/ffc6bd7515_1_20241218145504.jpg\nCustomer: This one as well is solid blue\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up boht of these devices, one moment \nCustomer: Hi not sure if chat is working\nHuman Agent: I sent a message above, I got the photos you sent of the cameras ID numbers. \nHuman Agent: Can yous end another picture of the second cameras ID number its a bit to dark and blurry to make out properly \nCustomer: Ok thanks\nCustomer: Ok sure my messages aren’t coming through correctly\nCustomer: D/static_file/e66eba3b42_1_20241218145929.jpg\nHuman Agent: Im having trouble finding this specific camera model for the first camera, With the first camera do you see any branding on the camera or the cameras cord at all?\nCustomer: Says zmodo\nCustomer: It’s the older version\nCustomer: Sorry newer\nCustomer: D/static_file/d8e55d2d75_1_20241218150234.png\nCustomer: It was working fine a few days ago\nHuman Agent: Can you take a photo where it shows the branding?\nCustomer: D/static_file/f9c04abb97_1_20241218150757.jpg\nHuman Agent: Okay, For this camera it looks like the main setup is the QR code setup, but it may also use Zink what setups have you tried so far and how did the camera react to that setup with the lights?\nCustomer: Well I set it up originally with qr it randomly stopped working and is blinking red\nHuman Agent: Okay, Have you tried rebooting the router to see if the camera will come back online? if it does not then you would have to go through the setup again to reconnect the camera. \nCustomer: Ok will it connect though blinking red?\nHuman Agent: Yes, flashing red for the camera means its not connected right now, its not the solid red IR lights at all.\nCustomer: Ok I got it to work\nCustomer: Now just the other one it’s solid blue\nHuman Agent: For the solid blue camera I was not able to look it up because the picture was too dark and blurry, can you send me another picture of the ID number so I can look it up?\nCustomer: Oh I resent one hold on\nHuman Agent: I did not receive it.\nCustomer: D/static_file/8949a4a3eb_1_20241218152035.png\nCustomer: D/static_file/1851955921_1_20241218152050.png\nHuman Agent: Got it now. Found the camera, it looks like it is online just not on the account, I can add it for you I just have to name the camera, what do you want me to name it? \nCustomer: You can just put front\nHuman Agent: Okay One moment\nHuman Agent: I re added the device now, let me know if you can see it live or not."]
["Customer: No this is not helping you need live person for customers to speak with\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How can I assist you today?\nCustomer: Not able to get my camera  to stop loading still spinning after all the trouble shooting \nHuman Agent: Okay, can yous end me the caemras Model adn ID number? it will be on the cameras sticker and the ID will start with ZMD.\nCustomer: Hello\nCustomer: Hello"]
["Customer: Troubleshooting\nCustomer: Hi. The cameras are just spinning and not connected. I have logged out of my account and logged back in but it is still not working. \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like they're currently offline. Is the indicator light on them flashing green currently?\nCustomer: Ok but I am not physically in the same city.  So you believe it is something where the cameras are located that has to be done.  \nHuman Agent: In order to troubleshoot offline cameras you would unfortunately need to be at the location. \nCustomer: Ok\nHuman Agent: Is there anything else I can assist with for now?"]
["Customer: Troubleshooting\nCustomer: Green light from the camera is flashing \nCustomer: Someone call me please? We have been trying and it’s not working \nCustomer: Agent\nCustomer: Agent\nCustomer: Agent call me\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: We have been trying can you call and guide us through \nHuman Agent: Yes, we no longer have any inbound calling only outbound. \nHuman Agent: Are you wanting assistance via char or via phone call?\nCustomer: Hi can you guide me through not the AI?\nCustomer: The cameras not catching the QR code\nCustomer: Phone call with the agent \nCustomer: Kyle can you assist me with the call \nCustomer: Anyone \nHuman Agent: I have now sent you the call scheduler, let me know if you have any trouble with filling it out. \nCustomer: Thank you \nCustomer: Question for the reset, do we need to set up the router?\nHuman Agent: The router needs to already be set up and working before you connect the cameras to it\nCustomer: The new router is set up. \nCustomer: Do I need to start the whole process over from the beginning or can I just add my new WiFi password \nCustomer: Are you still there?\nHuman Agent: You do yhave to go through the setup to reconnect the cameras that is correct. \nCustomer: For some reason the camera is not capturing the QR code. The green light on camera is flashing \nHuman Agent: Okay, did you unplug and plug in the cameras first before trying to show it the QR code at all?\nCustomer: No\nHuman Agent: Okay, I would advise doing that first, then once its rebooted and is flashing green go back through the QR code setup. Make sure when you type in the Wi-Fi password that it also shows the correct Wi-Fi name and double check the password for any typos before moving forward to generate the QR code, Try holding the code then Infront of the camera first at 8 inches away, then at 12, then at 6. give it a minute for each distance so it can try to read them.  If it flashes blue that means its trying to read the code and hold it steady until you see it react to flash green again or turn solid blue."]
["Customer: Troubleshooting\nCustomer: i can’t get my cámara to connect plz help\nCustomer: ok hold plz\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you send me the cameras Model and ID number, the ID will start with ZMD, with that I can check what setup the cameras uses\nCustomer: they don’t move"]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD24F5H6002980\nHuman Agent: Thank you. Can you please unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it back in?\nCustomer: Blue\nHuman Agent: It should start green when you first plug it in. Did you unplug it and plug it back in and did it start as a solid green light?\nCustomer: Yes\nHuman Agent: Alright, is it a solid blue or a flashing blue?\nCustomer: Solid blue now \nHuman Agent: Okay, that means that it is connected to a Wi-Fi network, but that Wi-Fi network is not giving the camera internet access. Have you changed your router, Wi-Fi name and password, or internet provider recently?\nCustomer: No\nHuman Agent: Do you have any Wi-Fi extenders or a mesh network?\nCustomer: No, but before the suscripción was working fine\nHuman Agent: The cameras being offline is separate from the Cloud Plan.\nCustomer: And the other camera doesn’t have any lights \nHuman Agent: Can you unplug your router and leave it unplugged? While the router is unplugged you will want to look at the light on the camera and see if the light changes with the router powered off.\nCustomer: Is off now and one camera don’t have any light and the other don’t have light \nCustomer: Now is blinking blue one camera\nHuman Agent: Is that the first camera that was solid blue?\nCustomer: Yes\nHuman Agent: Okay, let me know if it stops blinking blue.\nCustomer: Both stopped for a few seconds and star to blinking green \nCustomer: Them one blinking blue again and the other don’t have lights \nHuman Agent: Okay, if they are changing between flashing green and flashing blue, that means they are disconnected. You can plug the router back in now and then we will want to see the lights on the cameras when the router reconnects.\nCustomer: Ok\nCustomer: The internet is on now but nothing changes"]
["Customer: My camera isn’t hooking up to my WiFi idk why the pass code is correct\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera you are trying to setup or is this a camera that has been setup previously?\nCustomer: It’s a camera that has been set up with the same WiFi router \nHuman Agent: Okay, I will need to look up the device to get more details for troubleshooting, can you send me all the cameras ID number and Model? The ID number will start with ZMD or GSG. iI is not the fccid if you see that Its not the right ID number."]
["Customer: Set up\nCustomer: Set up\nCustomer: Nesecito un técnico en mi casa \nCustomer: Agent\nCustomer: Yes\nHuman Agent: Hi my name is Wendy.\nHuman Agent: Please let me know what questions you have.\nHuman Agent: Are you needing help with camera ZMD19A4IH515651? named Smart device?  \nCustomer: Español \nCustomer: Yes\nHuman Agent: ¿De qué color es la luz indicadora de la cámara? ¿Y la luz parpadea o es fija?\nCustomer: Es fija\nHuman Agent: ¿Verde sólido?\n¿Azul sólido?\nCustomer: Pero no están grabando bien\nCustomer: Y una gue no graba\nHuman Agent: ¿La luz indicadora está en verde fijo? o ¿Azul sólido?\nCustomer: Tiene parte verde y puntito rojo \nHuman Agent: ¿La luz verde es verde fija?\n\nEl verde fijo puede indicar un problema de energía.\n\n¿Las cámaras están conectadas directamente a un tomacorriente de pared, a una regleta, a un protector contra sobretensiones o a un cable de extensión?\n\nSi está utilizando regletas, protectores contra sobretensiones o cables de extensión, desconéctelos y enchufe las cámaras directamente a un tomacorriente de pared con los adaptadores de corriente originales.\n\nO pruebe diferentes adaptadores de corriente que funcionen, vea si eso hace que las cámaras se enciendan y comiencen a parpadear en verde o cambien a azul fijo.\n\nCustomer: Pestañea\nCustomer: Si están conectada\nHuman Agent: ¿La luz verde parpadea en verde ahora?\nCustomer: Si\nHuman Agent: Si la luz indicadora de la cámara parpadea en verde, significa que está lista para ser configurada. \n\nHaga clic en el ícono “+” en la pantalla de inicio de la aplicación del teléfono en la parte superior derecha > seleccione Código QR. Siga las instrucciones que aparecen en la pantalla. Oriente la lente de la cámara hacia el código QR, la cámara leerá el código QR que se muestra en la pantalla de su teléfono.  *El código QR se mostrará en la aplicación durante la configuración.\n\nPara que la configuración del QR se realice sin problemas, debe asegurarse de que su teléfono esté conectado a su red wifi de 2,4 GHz, que la configuración de ubicación y los permisos en su teléfono y la aplicación estén habilitados/permitidos para la aplicación, y que el nivel de brillo de su teléfono sea muy brillante.  Encienda también las luces de la habitación en la que está realizando la instalación.\n\n\n*La cámara debe estar al lado de su enrutador durante la configuración, a 5 pies o menos de su enrutador*\nCustomer: Pero yo estoy en el trabajo\nHuman Agent: Si la luz indicadora de la cámara parpadea en verde, significa que está lista para ser configurada. \n\nHaga clic en el ícono “+” en la pantalla de inicio de la aplicación del teléfono en la parte superior derecha > seleccione Código QR. Siga las instrucciones que aparecen en la pantalla. Oriente la lente de la cámara hacia el código QR, la cámara leerá el código QR que se muestra en la pantalla de su teléfono.  *El código QR se mostrará en la aplicación durante la configuración.\n\nPara que la configuración del QR se realice sin problemas, debe asegurarse de que su teléfono esté conectado a su red wifi de 2,4 GHz, que la configuración de ubicación y los permisos en su teléfono y la aplicación estén habilitados/permitidos para la aplicación, y que el nivel de brillo de su teléfono sea muy brillante.  Encienda también las luces de la habitación en la que está realizando la instalación.\n\n\n*La cámara debe estar al lado de su enrutador durante la configuración, a 5 pies o menos de su enrutador*\nHuman Agent: Necesitará estar en el sitio con la cámara para poder configurarla.\n\nCustomer: Hasta gue hora están ustedes\nHuman Agent: Estamos disponibles en el chat en vivo de lunes a viernes de 9 a. m. a 12 p. m. CST y de 1 p. m. a 6 p. m. CST.\n\nCustomer: Ok cuando yegue a la casa tratare\nCustomer: Gracia\nHuman Agent: okay \nHuman Agent: You're welcome!"]
["Customer: Troubleshooting\nCustomer: How do I get audio on my ZM - w 002-3\nHuman Agent: Hello, my name is Grant. The cameras on your account are the Zmodo 1080p Indoor/Outdoor Wi-Fi cameras. Those cameras do not have 2-way audio features. That is why the microphone and speakers are greyed out on your app.\nCustomer: Cannot.\nEstablish audio connection."]
["Customer: Troubleshooting\nCustomer: Hi my name is Marianne Bietz we have 4 zmodo cameras.   We recently changed modem and now cameras are offline.  What do I do to get them back online?\nCustomer: I don’t remember the connections process\nHuman Agent: Hi my name is Wendy.  The 4 cameras connected to this email all can use QR code setup.\nHuman Agent: Are the indicator lights blinking green?\nCustomer: No\nHuman Agent: What color are the indicator lights on the cameras? and are the lights blinking or solid?\nCustomer: Hard to tell cause they are position outside up high\nHuman Agent: cup your hands around the lens of the camera in order to see the indicator lights easier\nCustomer: There’s nothing\nHuman Agent: if the cameras are not powering on you will want to plug them in to different wall outlets or try using different working power adapters to power the cameras to see if that will get them to power on and show the indicator lights\nHuman Agent: 5v 1a micro usb power adapters.  \n\nAre the cameras connected directly into a wall outlet, a power strip, a surge protector, or an extension cord?\n\nIf you are using a power strip, surge protector, or extension cord, please unplug from those, plug the cameras in directly to a wall outlet with the original power adapter. \n\nOr try a different  working power adapter, see if that will get the cameras to power on and show the indicator light.\n\nCustomer: It’s unplugged waiting before I plug back in\nHuman Agent: ok\nCustomer: Getting nothing no light at all\nHuman Agent: Unfortunately if the cameras will not power on  even when using a different working power adapter plugged directly into a working wall outlet the cameras are most likely defective."]
["Customer: Troubleshooting\nCustomer: My cameras don’t work once it’s get dark\nCustomer: Where do I find cameras live view\nHuman Agent: Hello, you've reached customer care, my name is Kylie. When it is dark have you gone outside at all to see if the camera has on any of the Red IR lights at all?\nCustomer: Yes I have done that. \nHuman Agent: Okay, Did you see any red lights at night coming from the camera or what did you see?\nCustomer: Yes I saw red lights coming from cameras \nHuman Agent: Okay, At night when it looks dark from the live view, is it dark across the whole live view, or only certain areas of the camera?\nCustomer: Dark the whole live view \nHuman Agent: Okay, what is the name of this camera that is doing this for you at night? or is it multiple cameras?\nCustomer: Multiple cameras \nHuman Agent: Okay, tell me the names of all the cameras\nCustomer: Shaft. Pool. Bedroom   New group \nCustomer: Yes I am \nHuman Agent: Okay, all of those cameras are telling me they have been online the whole day/night and have not ben dropping offline, Can you click live on the Shaft camera, click the settings gear on the top right corner,  then tap on night vision and tell me what setting it is set to currently.\nCustomer: Always on\nHuman Agent: Okay, I am going to have you change that to always off, then back up to the cameras live view and then take a screenshot of the current view and send that to me so I can see if the camera reacts properly to that.\nCustomer: Ok I change to always off\nHuman Agent: Okay, Can you send the screenshot as well of the live video?\nCustomer: I tool a screen shot. But how do I send it \nHuman Agent: You can attach it to the chat and send it, or you can email it to me, the email is support@zmodo.com \nCustomer: I email it\nHuman Agent: Okay, One moment while I check the email.\nHuman Agent: Okay, I got it. Now that I can see how it appears, Can you now for that camera, Click on it live, click the settings gear, click the option Always on, then back up to the live video and take another screenshot and send that to me, After I see the differences between the two and how the camera reacts then will give you some more troubleshooting steps to try with the camera.\nCustomer: Ok\nHuman Agent: Let me know when you send that next screenshot\nCustomer: Just sent it \nHuman Agent: Okay, Let me check the email now, One moment\nHuman Agent: Okay, this was great, this gives me allot of details, So how the IR lights work is at night, when its dark and black the IR lights push out of the camera (the red lights) then whatever they bounce off bounces that light back into the camera and this creates the image, with this camera being Infront of the window, when it is pitch black, its completely dark because of the window, its bouncing the like too much and this causes the reverse effect which can either appear like tis solid white, or solid black. Only way you can really resolve the issue is to try repositioning the camera while its nighttime so there is less of that bounce back/glare or not have it go through glass (outside or a screen instead for instance)"]
["Customer: Help log in\nCustomer: Agent \nCustomer: Agent \nHuman Agent: How can I assist you?\nCustomer: Customer 2179035037. Can’t get in to my cameras \nHuman Agent: What is the email address or phone number that you are trying to log in with?\nCustomer: Phone 7407011041\nHuman Agent: Alright, it looks like you are logged in to that account on the device you are contacting us from currently. What error message do you get when you try to log in on the other device that you are trying to log in with?\nCustomer: Cameras don’t work \nHuman Agent: Okay, so you are able to log in to your account and you see the cameras listed there? They are just not showing you video?\nCustomer: I have logged out and logged back in.   Nothing \nCustomer: Correct \nHuman Agent: Okay, what do you see when you tap on Live for one of the cameras?\nHuman Agent: Can you tell me what message it shows when you do that?\nCustomer: Swirling from one day ago \nHuman Agent: What are the words on the screen when you tap on Live?\nCustomer: No words just keeps swirling \nHuman Agent: It should say something. Can you take a look at it now? Could you send a screenshot of what you see when you tap on Live?"]
["Customer: ZMD18BLIH800245\nCustomer: Troubleshooting\nCustomer: Need an agent\nCustomer: Hi Dillon\nCustomer: this ZMD18BLIH800245 is just flashing green\nCustomer: but it is not connecting to my net\nCustomer: not even see the ZMD_SAP NET\nHuman Agent: Hi, thank you for contacting support. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\n\nCustomer: Yes. 2.4\nCustomer: not connecting with qr code and when trying zink it does not display the zmd_sap net\nCustomer: just flashing green\nCustomer: which I understand when flashing green is ready to be setup\nHuman Agent: Were you able to get the screenshot of the QR code mentioned in my message?\nCustomer: yes.. when I do + with QR I put it in front of the cam and nothing happen\nCustomer: let me send you the qr\nCustomer: D/static_file/48d64819b0_1_20240925165322.jpg\nHuman Agent: Okay, please go to your wifi settings on your phone, forget the network you're trying to connect the camera to, then reconnect when it reappears. You will have to enter your wifi password. Please let me know once you're reconnected. If you did not have to enter a password, the network was not forgotten. \nCustomer: ok\nHuman Agent: Thanks. \nCustomer: I just did forget network\nCustomer: do I need to connect via qr ?\nHuman Agent: Were you able to reconnect to the network successfully after re-entering your wifi password?\nCustomer: doing so now\nHuman Agent: Okay. Your camera should be able to do Zink or QR, but if you're not seeing ZMD_SAP, QR would be the best option. \nCustomer: doing the zink now\nCustomer: still flashing green\nCustomer: lets wait a few more seconds\nCustomer: still flashing green\nCustomer: let me see via smd sa\nCustomer: it is not displaying the zmd_sap\nCustomer: no same issue\nCustomer: flashing green\nCustomer: cannot connect with qr\nCustomer: cannot connect with zmd_sap\nCustomer: I did forget my wifi in my mobile\nHuman Agent: Okay, but were you able to reconnect to it after entering your password back in?\nCustomer: after forgetting my wifi .. yes I was able to reconnect to my wifi\nCustomer: used the same password when doing the qr\nHuman Agent: Okay, is the camera plugged directly into a wall outlet without any extension cables?\nCustomer: yes\nHuman Agent: Okay, unplug the camera, plug it back in once it loses power, wait until it is back to flashing green, then go to your wifi settings on your phone, turn wifi off, then back on, and let me know if you see ZMD_SAP available there at that point. \nCustomer: ok\nCustomer: did so\nCustomer: dont see zmd sap\nCustomer: let me do it again\nHuman Agent: Okay, does the blinking green appear normal as it had in the past or is it possibly going solid green, going out, then back to solid green and repeating? \nCustomer: when I plug it... it is solid green\nCustomer: after a few seconds it start flasing\nCustomer: let me try other way\nCustomer: that worked in the past\nHuman Agent: The other way?\nCustomer: since I have more cameras\nCustomer: I will remove one that is working\nCustomer: then set that one again with zmdsap\nCustomer: and set as two cameras to be connected\nCustomer: maybe when setting up the good one... it brings the one that doest want towork\nHuman Agent: Removing a working camera won't do anything. You would need to reset it and do not need to remove it from the account. I can also reset for you if you would like me to if you let me know which you'd like to reset. \nCustomer: yes it did\nCustomer: in the past with other cameras\nCustomer: I have a bunch of zmodo cams\nCustomer: hold a sec please\nHuman Agent: Resetting and reconnecting can pull other devices (though for Zink you need to choose to do multiple devices). Just removing a camera will not allow for that. You would need to reset it and do not need to remove it. \nCustomer: yes you are correct... \nCustomer: I need to shoose mulipe devices\nCustomer: at least I see now the zmd sap\nCustomer: it found already one\nCustomer: still \"finding\"\nHuman Agent: Were you able to get the other device added from that?\nCustomer: doing o\nCustomer: so\nHuman Agent: Okay.\nCustomer: it worked\nCustomer: bye\nCustomer: thank you \nHuman Agent: Have a good day! \nHuman Agent: Actually\n\nHuman Agent: ZMD18BLIH800245 is still offline. \nCustomer: got confused\nCustomer: worked the good one\nCustomer: still same issue\nCustomer: i see a net zmd_ap\nHuman Agent: Okay, do you know if this one went to blinking blue at all after the other went back to flashing green when trying to pull nearby devices online?\nCustomer: with this one you mean that \"bad\" one ?\nHuman Agent: Yes, the one that is still offline. \nCustomer: did not noticed it was flashing blue\nCustomer: give me a min\nHuman Agent: Okay, do you have any idea what originally brought this camera offline? Was it a change in routers or something else? Or had it gone offline randomly?\nCustomer: think I have this unpluged since several months\nCustomer: maybe is linked to my old wifi\nCustomer: why I see zmd_ap?\\\nHuman Agent: If it were on the old wifi network, it would be either solid blue or swapping nonstop between blue and green. ZMD_AP is another network used to pull other nearby devices online, basically it is what you used when setting up another device to try to \"pull\" this one online. That network is what allows for that. \nHuman Agent: Do you have another power supply you could try the device with? Once plugged in you could wait til it goes blinking green and check for the ZMD_SAP network again to see if it's behaving properly again. \nCustomer: let me use other power supply\nHuman Agent: Okay. \nCustomer: im back\nCustomer: just pluged it\nCustomer: let see\nCustomer: started flashing green\nHuman Agent: Okay, let me know if you see ZMD_SAP at all this time. You may need to turn your wifi off and then back on to force your phone to rescan available networks immediately. \nCustomer: do not see zmd sap\nCustomer: and need to leave now\nCustomer: will continue dealing with this tomorrow\nCustomer: thank you so much\nHuman Agent: Okay, have a good evening."]
["Customer: Hello my NVR\nIs not working\nIs on green light solid\nI tried everything\nReset NVR\nUse pin in back NVR to reset\nTurn on and off\nAnd nothing\nEven on the app\nPlease\nWhat my options are?\nBuy new one\nBuy subscription basic and how much\nPls\nLet me know\nCustomer: Live agent pls\nCustomer: Ok\nHuman Agent: The cameras on your account are offline. That means the cameras need to be connected to your Wi-Fi network.\nHuman Agent: To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: WiFi is ok\nThe NVR is not working is feen solid\nI reset it\nOn the app and in the back of NVR and nothing\nHuman Agent: The NVR on your account is online. The solid green light means the cameras are not connected to it. The cameras on your account are offline. That means the cameras are not connected to the internet.\nCustomer: What my options are pls\nCustomer: Helloo\nHuman Agent: You will want to connect the cameras to your Wi-Fi network with the QR Code setup.\nCustomer: Wo fi is ok\nCustomer: Only one camera?\nHuman Agent: All of the cameras on your account are offline. So you may need to setup each camera.\nCustomer: The NVR is not blinking blue is on solid green\nHuman Agent: Yes, that is because the cameras are not connected.\nCustomer: Ok\nCustomer: I will try\nCustomer: So have to do all set up again as a new or add camera right\nHuman Agent: To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Ok\nCustomer: One more thing pls\nWhen this happens the camera were ok clips ok\nOnly the NVR wasn't recording\nCustomer: Hello\nHuman Agent: I am not sure what the issue may have been before. There could have been multiple reasons you were having issues with the NVR. If you reset it while it was connected to the router, then that would be why the cameras are offline. If you do not disconnect the NVR first, then you will also reset the cameras.\nCustomer: Ok"]
["Customer: Need help\nCustomer: My cam stop working \nCustomer: Yes\nCustomer: My cam stopped working \nCustomer: I did all this \nAnd I removed and trying to added back but I couldn’t \nCustomer: Can you connect me with agent \nCustomer: Agent\nCustomer: 1\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZDM 16FFI7900561\nHuman Agent: Thank you. Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Buy the way I remove the cam from the system \nCustomer: It’s ok just do what you told me \nHuman Agent: It is fine that you removed the camera from your account.\nCustomer: Light green \nCustomer: Solid \nHuman Agent: Is the light still a solid green or has it changed to a flashing?\nCustomer: Still \nHuman Agent: If it does not change from the solid green, then that indicates a power issue. Is the camera plugged in to an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: Direct to the wall \nHuman Agent: Then you will want to try another power adapter. If you can use the power adapter and cable from a working camera, that would be the best. But any working 5V1A power adapter with a micro-USB connector should work.\nCustomer: Ok let’s see \nCustomer: Yes it’s blinking when I change the cable \nCustomer:  Ow is blue \nCustomer: The power cord maybe damaged \nCustomer: You think \nCustomer: Because it’s outside \nHuman Agent: Yes it is an issue with that power adapter and cable if the camera is working with another adapter and cable.\nCustomer: I need to order one \nHuman Agent: The camera uses a 5V1A power adapter with a micro-USB connector. It is a common power adapter and you can find them at places like Best Buy or Walmart and online at Amazon.\nCustomer: Ok thanks \nHuman Agent: You can purchase one from us here if you would like to, as well \n\nhttps://www.zmodo.com/5v-1a.html\nCustomer: Guys you have now sensor for windows \nHuman Agent: We do not have any door and window sensors available."]
["Customer: What time live agent is available\nCustomer: Hello\nCustomer: Anybody there please\nHuman Agent: How can I assist you?\nCustomer: Hello my friend\nA I have dvr\nAnd my clips are displaying a wrong time\nCustomer: How can I reset it to a present time pls\nHuman Agent: They may have just gotten desynced due to the NVR. You will want to change the time and date on the NVR. You can change it to another time zone and then change it back. That will force the cameras to set the time and date again and resync with the NVR.\nCustomer: Soo pls\nHow can I reset it?\nHuman Agent: You can tap on Settings next to My Devices in the app. Then tap on the NVR. Tap on the three dots in the top right corner. Tap on Device Time Zone and then change the time to another time zone. Then tap on it again and change it abck.\nCustomer: Ok let me see\nI did it but didn't work\nMaybe I miss something\nOr maybe I have to go to my computer and do it from there connecting the nvr\nHuman Agent: It is not going to change any already made Events, but will change future events.\nCustomer: Mm ok \nThanks let me see\n\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Microphone is not working \nCustomer: What’s the customer support number \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me check what cameras you have.\nCustomer: Ok\nHuman Agent: Looks like all the cameras on this account do not have a microphone or speaker so they do not support or have two way audio at all. \nCustomer: Oh really \nCustomer: Ok I thought they did but ok thanks \nHuman Agent: Yes, not all of the cameras we sell have two way audio capabilities, if you were wanting to get a camera with two way audio there is only one of our outdoor cameras thata re capable of that beyong the doorbell cameras. I can send you a link to those if you would like.\nHuman Agent: They are wifi cameras that are chargeable, they can be mounted inside or outside and support two way audio. Only thing is sicne they are chargable ones you would have to recharge them every now and then to keep them powered."]
["Customer: Hello i have lost my cameras and can't get reconnected\nCustomer: I don't remember how I did it\nHuman Agent: Hi my name is Wendy\nCustomer: Hero wendy\nHuman Agent: Hi.  Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: Sticker?\nHuman Agent: yes.  I would need to know the device ID on the camera to check what setup method it uses.\nCustomer: Where do I find that?\nHuman Agent: D/static_file/bd4f2c55f5_1_20241014161946.png\nHuman Agent: D/static_file/bc769cafaf_1_20241014161956.png\nHuman Agent: The sticker should be on the camera.  It should start with ZMD or GSG\nCustomer: My cameras on on my house\nHuman Agent: ok\nHuman Agent: There are no devices connected to phone number 6152930749.  I don't know what kind of cameras you are wanting to setup. \nHuman Agent: With the device IDs I can check what setup method your cameras use\nHuman Agent: Do the cameras plug into a NVR? or are they wifi cameras?\nCustomer: My base is a funlux\nHuman Agent: You have a NVR?  What is the ID on the NVR?  The ID will be listed on a sticker on the bottom of the NVR and start with ZMD or 1\nCustomer: I show TE100-S5/A\nHuman Agent: That doesn't look like a Funlux ID.\nHuman Agent: Where are you seeing TE100-S5/A?  Could you please attach a clear picture of what you are looking at?\nCustomer: Let me get the onfo and I will try later\nHuman Agent: ok"]
["Customer: I need to factory reset one of my cameras. It doesn’t show up in my devices and I can’t add it because it is blinking blue. \nCustomer: I don’t think my camera has a reset button \nCustomer: If it doesn’t show up in my app or my devices how can I reset it?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If there is not an external reset then the device cannot be reset if it is offline. If it is offline then you can try to go through the setup to reconnect the camera."]
["Customer: I need help setting a camera back up. \nCustomer: Green\nCustomer: Green and blinking \nCustomer: I have no idea what you're telling me to go this is my first time setting these cameras up. My husband usually does it \nCustomer: 1\nCustomer: -1\nCustomer: Blinking green light\nCustomer: Wi-Fi is fine \nCustomer: How do I reconfigure this camera on the app\nCustomer: -1\nCustomer: Human\nCustomer: Ok\nCustomer: Hello??? \nCustomer: Help\nCustomer: Help\nCustomer: Help\nHuman Agent: Hello, you've reached customer care, my name is Kylie. To set up the camera again you would reboot the camera and go back through the setup to give it the wifi information and connect. \nHuman Agent: to reboot the camera you would unplug it for 30 seconds then plug it back in again. \nCustomer: I have no idea how to do all that other than just unplug the camera and plug it back in. Can you teach me as if I have never done this before because I have never done this before my husband usually does it.\nCustomer: I unplugged it and plugged it back in and it is blinking green again. What do I do now?\nHuman Agent: Okay, Let me send you the setup instructions to follow, one moment. \nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code.\nCustomer: It is already showing up on the app. If I do this am I going to have this camera on there twice?\nHuman Agent: Make sure your phone is connected to the Wi-Fi when you go through the setup and shows the correct Wi-Fi name when it asks you to type in the password and double check the password for any errors before moving forward to generate the QR code. \nHuman Agent: You at any point can come back here to the chat if you need further assistance, After 5 minutes the chat will time out so I recommend sending a message to check in so it does not time out and close for  you. \nHuman Agent: No it wont add twice, it will jsut make the camera come online is all\nCustomer: Ok that's not working at all\nHuman Agent: How far in the setup did you get?\nCustomer: To the QR code and then it won't scan.\nHuman Agent: When you Hold the QR code Infront of the camera, at 8 inches away, what color are the lights and are they only flashing or solid at any point?\nCustomer: Still flashing green\nHuman Agent: Okay, try holding the QR code at 6 inches away for about a minute, if the lights still only flash green try holding the QR code at 12 inches away for another minute while looking for light change, what we want it to do is flash blue then turn solid blue. \nCustomer: D/static_file/0e80ec96a7_1_20241111100147.jpg\nCustomer: D/static_file/9970c62330_1_20241111100158.png\nCustomer: This is all I get \nHuman Agent: Yes, if the camera is not a solid blue that means it is offline. Is the camera only ever flashing green or does it go to a Solid green at any point?\nCustomer: Only flashing green and never has a solid anything.\nHuman Agent: Okay, Did you try holding the code at 6 inches away and 12 inches away like I recommended in a previous message to see if it would trigger the camera and blink blue at all?\nCustomer: Yes and I even measured the distance that I held it and nothing changed happened or anything.\nHuman Agent: Okay, if it does not change the lights then that means its not seeing the code at all. Do you have an android or an apple phone?\nCustomer: Android\nHuman Agent: Also when you are holding the QR code, are you making sure it is faced towards the Backyard camera so it can see the code? your not holding your phones built in camera up to the Back yard camera right?\nCustomer: Correct\nCustomer: I am holding the screen with a QR code towards the front of the camera as if it were looking at the backyard.\nCustomer: So that the camera lens can see the QR code.\nHuman Agent: Okay, On your android phone can you check the display settings and make sure it is in Light mode (not dark mode) and that the blue light filter/eye comfort shield is turned off. You also want to make sure that the size of the phone text 2-3 notches up, which is not too large, or too small. \nCustomer: Ok figuring it out now\nHuman Agent: Okay\n\nCustomer: I have changed every setting in my phone and nothing is happening.\nHuman Agent: Okay, there are 2 options we can try, 1 is to try swapping the cord on this camera with one you know is working and try the setup to see if it reacts at all, or to try the setup from another device (phone or tablet) to see if it begins to react to that at all. \nCustomer: The court doesn't come off of this camera. I don't know how I would swap it\nCustomer: There might be something else going on with this camera because when I mess with the cord in the back the lights around the camera turn red.\nCustomer: Like a ring of red\nHuman Agent: All the cords are detachable on our cameras, there's a short cord that comes from the camera that is attached, but it plugs into a longer cord, that longer cord is the part you are able to unplug and swap out. \nHuman Agent: The red lights are the IR lights, they normally only coem on when it is dark or becomes dark, they also can come on if the camera restarts as well. If you wiggle the cord and its coming on it may be that its losing its power then gaining it again which is rebooting it. \nCustomer: D/static_file/e537cd85eb_1_20241111102118.jpg\nCustomer: That cord right there is detachable?\nHuman Agent: Not there, further down the cord it will have a detachable area that has micro USB connectors\nCustomer: There is no other port or anything for a cable and there is no other cable that attaches to this camera what are you talking about?\nCustomer: Are you talking about further down the court I don't have anything else that will fit that. All of my other cameras are out of reach they're all hung\nHuman Agent: Yes, further down the cord is where it dethatches. \nCustomer: I don't have any other cord that I can swap out to do anything with that cord. Not really sure what to do all my other cameras are hung out of my reach.\nCustomer: Why were my blink cameras so much easier to add and remove and these cameras are a pain in the butt? This is insane\nHuman Agent: If you are unable to swap out the cord to try the setup with another cord then you can try the setup from another device, but if that does not work you may still have to swap out that cord to see if it reacts at all. If none of that works and the camera only flashes green still then it may be that the issue is on the shorter portion of the cord or within the camera itself and that is not able to be changed unfortunately. \nCustomer: I'm done I'm going back to my blink cameras this is crazy\nHuman Agent: Older android phones and other devices use the Micro USB cord, do you have any old android cables?\nCustomer: My Android phone is 3 months old so I highly doubt it is due to an old phone my husband's is less than 30 days old\nCustomer: Thank you for the help I'm disconnecting\nHuman Agent: That is not what I was saying, I meant that older android phones use micro USB cords. \nHuman Agent: I apologize that this one camera is giving us trouble with reconnecting, I hope you have a good day and stay safe. Goodbye"]
["Customer: We are trying to reset device after new wifi\nCustomer: I don’t  remember initial setup\nCustomer: Could you give me step \nCustomer: What are the steps\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  Your doorbell camera shows offline.  Is this the camera you are wanting to setup?\nCustomer: Yes\nHuman Agent: What color is the indicator light on the camera? and is the light blinking or soldi?\nCustomer: Not getting a light\nHuman Agent: Could you take the doorbell off the bracket then place it back on the bracket?  It could possibly not be seated on the bracket properly\nCustomer: Does it just push up to come off bracket?\nHuman Agent: there may be security screws you would need to remove first, just a moment I will try and find a picture for you\nHuman Agent: D/static_file/1e25d42e55_1_20241011134053.png\nHuman Agent: The screws may be near the bottom of the doorbell\nHuman Agent: You could also turn the power breaker off to the doorbell then turn it back on \nCustomer: Checking, the \nHuman Agent: You are checking the camera?\nCustomer: What kind of tool is for those circle wholes? \nHuman Agent: a hex key\nCustomer: Do you push in both at the same time?\nHuman Agent: You would unscrew the security screws\nCustomer: I Think I Have The tool on my  husband truck but not with me now\nHuman Agent: ok\nCustomer: Thanks for your help \nHuman Agent: You're welcome"]
["Customer: Troubleshooting\nCustomer: All 13 of my cameras say device offline \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Did you recently change your wifi network or replace the router? \n\nCustomer: Just reset router \nHuman Agent: Did the wifi information change or is it still the same? \nCustomer: Do the power cubes go bad if where can I get them\nCustomer: Resetting router worked\nHuman Agent: Sorry I am not sure what you mean by power cubes, is there as sticker with a model or SKU on the power cube. \nCustomer: Power. Adapter \nHuman Agent: Power adapter can go bad. A replacement can be purchased here https://www.ebay.com/itm/374229394064\nCustomer: Zm psoooius\nHuman Agent: Sorry I am not sure what Zm psoooius is \nCustomer: Power adapter \nHuman Agent: Power adapter can go bad. A replacement can be purchased here https://www.ebay.com/itm/374229394064\nCustomer: Ty\nHuman Agent: You're welcome, is there anything else we can help with today?"]
["Customer: My internet went down for about an hour, the day after Christmas and my cameras haven’t came back on since then.\nHuman Agent: Hello, my name is Grant. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?"]
["Customer: Someone stole my camera outside I need to locate it \nCustomer: It’s not showing on app \nCustomer: Further assistance \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is the camera currently bound to this account your contacting from?\nCustomer: Yes \nHuman Agent: Okay, There's not a way to track the camera, so unfortunately its not possible to know where it is, It is offline currently. If for any reason the people who stole the camera go through the setup and get the camera connected to internet though, the camera will not move from this account and you would be able to see the live footage that you can then use to assist you for legal/criminal pursuit at that time if you wish."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: My cameras are blinking blue, and won’t connect.\nCustomer: -1\nCustomer: Cameras not working.\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Other\nCustomer: Live agent \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD17A217202447 and \nZMD17A817209992\n\nHuman Agent: It looks like the second camera, ZMD17A8I7209992, is online already. For the first camera, could you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: It is, correct \nCustomer: It’s solid green when I plug it back in\nCustomer: Then blinks green after a minute or so \nCustomer: Then blinks blue.\nHuman Agent: Alright, and does it change from the blinking blue back to blinking green when you are not showing the QR Code to the camera? Or is it blinking blue and green at the same time?\nCustomer: No, it does each color separately. \nCustomer: Currently it’s blinking blue\nHuman Agent: Okay, can you watch the light in the camera for a minute and let me know if it changes from the flashing blue at any point? Are you showing the camera the QR Code from your phone screen?\nCustomer: Well I did and it connected, before I reached out and hasn’t worked since and now the one that was online isn’t so it’s still those two.\nHuman Agent: Okay, so I am asking about right now. Are you showing the QR Code to the camera right now while it is flashing blue?\nCustomer: Yes it’s flashing blue \nHuman Agent: And you are showing the QR Code to the camera right now?\nCustomer: And yes it timed out\nHuman Agent: Okay, can you stop showing the QR Code to the camera and let me know if the light changes?\nCustomer: No I’m texting you\nHuman Agent: Alright, is the antenna screwed in securely to the camera?\nCustomer: I jus moved it around and both are currently on\nHuman Agent: It looks like the cameras are going online and offline frequently, which is typically caused by network connection issues. That is typically caused by the signal strength or the upload bandwidth.\nHuman Agent: If repositioning the antenna brought the camera online, then it may have been a signal strength issue."]
["Customer: Mis cámaras no están funcionando \nHuman Agent: Hi my name is Wendy.\n\n¿De qué color son las luces indicadoras de las cámaras? ¿Y las luces parpadean o están fijas?\nCustomer: Parpadean\nHuman Agent: Instrucciones de configuración de ZINK:\n\nSi la luz indicadora de la cámara parpadea en verde, significa que la cámara está lista para ser configurada.  Mueva la cámara al lado de su enrutador.  Permanezca a 5 pies de la cámara durante todo el proceso.\n\nDeberá tocar el signo más en la esquina superior derecha de la pantalla de inicio, elegir Zink y luego un dispositivo. En la página siguiente, deberá tocar aquí para comenzar el botón de configuración que presionará y luego se conectará a ZMD_SAP (que no tendrá conexión a Internet). Después de regresar a la aplicación, ingresará el nombre y la contraseña de la red wifi a la que desea conectar la cámara. Deberá ser una red de 2,4 GHz y tanto el nombre como la contraseña distinguen entre mayúsculas y minúsculas.\n\nA continuación se ofrecen algunos consejos para que la configuración de Zink funcione.\n\nAsegúrese de que la cámara y el teléfono estén en la misma habitación que el enrutador y que el teléfono esté JUSTO AL LADO de la cámara todo el tiempo.\n-Apaga los datos móviles de tu teléfono.\n-olvida la contraseña wifi de tu hogar en la configuración wifi de tu teléfono para verificar la contraseña\n-asegúrese de que la configuración de ubicación y los permisos en su teléfono y aplicación estén habilitados/permitidos para la aplicación Zmodo \n-Espere 15 segundos para que el teléfono se conecte a ZMD_SAP antes de continuar con el siguiente paso."]
["Customer: Troubleshooting\nCustomer: Schedule call\nCustomer: Agent\nCustomer: I have the 1080p full HD spoe nvr\nPower light is flashing green.  I need to schedule a call\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will send you the call scheduler into the chat here, let me know if you have any trouble with submitting it. \nCustomer: When i enter all the info and select time to schedule call and description, the submit is grayed out and I can't schedule the call\nHuman Agent: Make sure there are no dashes or spacing in the phone number, also make sure the area code is there in the number as well \nCustomer: That worked. I'm scheduled.\nCustomer: I sure hope we can get everything back up and working!\nHuman Agent: Fantastic, I wish you well. Is there any other questions before we go?"]
["Customer: Not all of my cameras are working\nCustomer: none of that works\nCustomer: some cameras I unplugged them but they still will not connect, I also have 2 that I can't add because they will not connect only a couple would\nCustomer: I tried resetting but still will not work\nCustomer: will not connect only 4 of them will\nCustomer: WiFi strength is very good network capacity is not an issue\nCustomer: I also have cameras that I am unable to activate every time I try it keeps saying connection timed out\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're currently trying to connect? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: I can't connect the camara to the system \nCustomer:  The camera's LED light is not blinking green.\nCustomer: If the light is off completely \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is it the lights on the camera that are not reacting or?\nCustomer: 1\nCustomer: 1"]
["Customer: Troubleshooting\nCustomer: Hello\nI’m having trouble connecting a camers\nCustomer: Connection issue with a camera\nCustomer: All had been verified \nStill not working just making click sounds\nCustomer: 1\nCustomer: I will need customer service\nThanks\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Hello\nCustomer: Zmd13emecoooo11\nHuman Agent: Thank you. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: I’ve done that numerous times today  and yesterday but couldn’t get the camera online\nCustomer: D/static_file/9703530f5c_1_20250130170007.png\nHuman Agent: Okay, so the camera is flashing green, correct? Does it flash blue when you show it the code?\nCustomer: Yes and no on blue \nHuman Agent: Okay, you mentioned clicking, was the red night vision light on when showing the code?\nCustomer: No red light appeared \nCustomer: It’s solid green once clicking stops \nHuman Agent: Solid green should only happen when it is first plugged in for a short time. If it's staying solid green or returning back to solid green, that would imply a camera or power issue. Is it plugged directly into a wall outlet without extension cables?\nCustomer: It’s currently on an extension cable as I had to remove off the eves of the home\nCustomer: Reconnect to a wall outlet\nHuman Agent: Okay, with it directly into a wall outlet, is it still just staying solid green or does it go to blinking normally after a few seconds?\nCustomer: Yes, solid green\nHuman Agent: Okay, could you try another cable to see if it will go to a flashing green after a short bit of being plugged in with that in case the issue is the cable?\n\nCustomer: Still solid green\nHuman Agent: Okay, you could potentially try another power outlet, but unfortunately if you're no longer using extensions and have tried multiple cables, it sounds like it is likely an issue with the camera itself no longer being able to properly boot up. \nCustomer: Understand. In that case we would need another camera?\nHuman Agent: Yes, a new camera would be the best option. \nCustomer: Just changed cable n got a blue light\nHuman Agent: It is now online. You had changed the cable previously as well though, correct? So you had two cables without extension cables that did not work, but a third did work?\nCustomer: Yes, That’s correct\nHuman Agent: Strange. Either you had two potentially bad cables or the connection point where the cables meet is having some issues on the part coming off of the camera. Was the connection point corroded at all?\nCustomer: It’s corroded a bit too\nCustomer: Being outdoors \nHuman Agent: Okay, for outdoor cameras if the connection point is also outdoors, I would recommend protecting that connection point to avoid things like corrosion. A good way to do that is a mix of heat shrink tubing around the connection point and electrical tape. \nCustomer: Thanks for help\nHuman Agent: No problem, have a good evening!"]
["Customer: My Zmodo is not workin\nCustomer: Set up\nCustomer: Set up\nCustomer: I don’t know what to do tried already everything \nCustomer: I need help\nCustomer: Can I call somebody?\nCustomer: Ok\nHuman Agent: How can I assist you?\nCustomer: Everything was working fine and the out of no where Zmodo stopped working\nHuman Agent: Have you changed your router, Wi-Fi name and password, or your internet provider recently?\nCustomer: Actually I don’t think so\nHuman Agent: Okay, can you tell me what light you see on your camera?\nCustomer: Green and blur\nCustomer: Blue\nCustomer: And it’s ringing and not ringing on the phone no camrra\nHuman Agent: Okay, the light is blue? Is it flashing blue or solid blue?\nCustomer: Blue solid and flashing\nCustomer: And green also\nCustomer: I have WiFi extender connectedd\nHuman Agent: It cannot be a solid blue and a flashing blue and a green all at the same time. The light on the camera can be solid green, flashing green, flashing blue, or solid blue. Those are all four different, distinct states that the light on the camera can be. It may be changing between them.\nCustomer: Can this be the issue?\nHuman Agent: It could be an issue with the Wi-Fi extender. Can you tell me what light is currently on the camera?"]
["Customer: Have blue light on my Zmodo camera but when I try to turning on it said establishing connection but nothing happens\nCustomer: It didn’t work\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Is it solid blue or blinking blue?\nCustomer: Solid blue\nCustomer: It v6 is solid blue\nHuman Agent: Please unplug it and plug it back in. It will go to solid green, then flashing green. It should then go blinking blue, then solid blue again. Let me know if it gets back to solid blue after restarting."]
["Customer: My camras r not showing anything\nCustomer: Troubleshooting\nCustomer: It shows they are turned on just still showing back screen when pulled up on my phone\nHuman Agent: Hi my name is Wendy.  Front door & back door cameras show offline.  What color are the indicator lights on the cameras? and are the lights blinking or solid?\nCustomer: Plz fix \nHuman Agent: What color are the indicator lights on the cameras? and are the lights blinking or solid?"]
["Customer: How do I see the account balance before making a payment?\nCustomer: the mobile app only shows 2021 billing issue \nCustomer: How do I change the account holder?\nCustomer: Agent\nCustomer: Okay\nCustomer: Okay\nCustomer: Hello. Are you there?\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. In the app when you checked for the billing info did you go to the cloud section or did you go to the Me section then click payment management at all?\nCustomer: I went to the Me section\nHuman Agent: Okay, On my end it shows you had a subscription for the 7 day cloud service plan for 3 devices and the processor for the billing was apple, if in the app you are not seeing the billing info you can check your apple subscriptions then click on the sub to get the billing details. \nHuman Agent: if youa re unsure how to find your apple subscriptions are just let me know I can give you steps to find it if you need that. \nCustomer: I do not have apple. My ex started this service. I would like to switch it to my information.\nHuman Agent: Okay, no problem, none of the cameras currently are subscribed its showing its expired, the subsciption tried and failed to renew so it canceled due to that, to get the service once again you would resubscribe from the cloud section.\nHuman Agent: If you have any trouble subscribing again just let me know and tell me how it gives you trouble or if any errors pop up what they say.\nCustomer: Before doing so, how can I connect to my home wifi? I researched the options and it says I can without having a subscription. Is this true?\nCustomer: How do I resubscribe on the app? I do not see that option from this account? Do I have to create an entirely new account?\nHuman Agent: that is not true, The sub doesn't help with setup only recording once the camera is online already. The cloud subscription is only for recording purposes, it doesn't have the ability to make a camera come online (connect to internet) only way to connect to the wifi would be for you to go through the setup with the camera with the wifi info and the camera will try to connect. \nCustomer: Okay. So, I cannot connect to my home wifi without resubscribing. Is that correct?\nHuman Agent: Subscriptions are always optional as well, without a sub you can always open the app and view the live video as long as the cameras connected to the internet and your phone also has good internet signal.  For recordings, without a sub the cameras will still take short clips, how it works is when there is motion the camera will take a 10 second clip, then have a cooldown of 3 minutes, after that if there is still motion or if new motion starts it will then repeat and take anotehr 10 second clip. You to view those clips would go to the event/alert section then tap on those event clips to view or save them. \nHuman Agent: No that is not correct\nCustomer: Then how do I connect to my WIFI? I've been trying and it will not connect.\nCustomer: If I am not able to do connect, I do not want to resubscribe.\nHuman Agent: That's no problem you don't have to subscribe for that. To reconnect the camera to your Wi-Fi (set it up) you would have to go through the setup in the app for the camera, I can check to see what setup the camera uses and send you the directions to try, for that I would just need the cameras Model and ID number, this is on the cameras sticker and the ID number will start with ZMD. \nCustomer: the model is ZP-1BH23-W\nHuman Agent: Okay, I will start looking up the camera model details while you send the ID number. \nCustomer: ID is ZK8-BFS23NM\nHuman Agent: thats not the ID number, the ID number I will need starts with ZMD and has no dashes.\nHuman Agent: It may be by the barcode on the sticker if that helps you locate it at all.\nCustomer: ZMD17A217207873\nHuman Agent: Perfect, it looks like for this camera it can use both the QR code setup and the Zink setup. I will first send you the setup directions for the QR setup, One moment\nCustomer: Great!\nHuman Agent: QR setup directions:\n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space in between. The camera will automatically read the QR code.\n\n\nCustomer: The Zink set up is not working.\nHuman Agent: If you have any trouble with the setup or if you get stuck trying to go through the setup jsut let me know, if you do get stuck in the setup at all where you cant get to the next step take a screenshot and send it to me as well. \nCustomer: Yes. I just connected the wifi (I think)\nHuman Agent: Okay\nCustomer: Now I see a free trial offer. Do I have to choose now or can I do this later?\nHuman Agent: This camera will not have a free trial, it was used in the past.\nCustomer: Actually, when I try to choose start free trial, It won't allow me to\nHuman Agent: Sometimes that message can pop up in error.\nCustomer: Okay\nHuman Agent: Yeah, this camera doesnt have a free trial anymore, it was already used before so that's why.\nCustomer: How can I change the account details to me (my email and name)?\nHuman Agent: Are you able to see the live video well and does the time look correct for you as well?\nCustomer: I can only see the camera I scanned the QR code for. I thought it would do all 3 cameras?\nHuman Agent: There is not a way to change the email once an account is created, if you want to change that to another email you would delete all the devices from the account, then log out and create a new account with a different email, once you are logged into that new account you can then add the device (if you dont reset the device and only delete it it will still be online and allow you to easily add it without doing the setup)\nCustomer: Okay\nCustomer: the other 2 cameras says \"connection timed out\"\nHuman Agent: Sometimes when one camera connects it can connect others around it, but if you look at the lights on the other cameras and theya re only flashing green or blue that jsut means they didnt pick up this cameras signal and would need the full setup (QR setup/zink setup)\nCustomer: Okay. I'll check now.\nHuman Agent: Okay\nCustomer: I tried connecting the other two cameras via QR code and neither of them will comnnect like the 1st one did\nCustomer: Hello"]
["Customer: I'm not getting notifications\nCustomer: Troubleshooting\nCustomer: Speak to someone\nCustomer: Agent \nCustomer: I am not getting notifications for both of my cameras\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you getting no notifications at all or just not getting notifications for some motions? \nCustomer: I am getting nothing at all\nHuman Agent: Okay, are notifications set to On on the home page of your app?\nCustomer: Yes they are on\nCustomer: Are you still there\nHuman Agent: Okay, if you go to events, have you still been getting events on the cameras?\nCustomer: Yes I can see the event I'm just not getting notified of the events\nHuman Agent: Okay, are you on an android or an iphone?\n\nCustomer: Android\nHuman Agent: Okay, please go to your settings, then apps, then Zmodo, then notifications. Make sure they are marked as allowed and set in the way you want there. \nCustomer: There are all marked as allowed\nHuman Agent: In your settings you mean? Okay, in the app if you go to the Me tab, then System Settings, then Notification Management, is everything on there?\nCustomer: Yes everything is allowed I checked multiple times\nHuman Agent: Okay, please try reinstalling the app and make sure to accept notifications again when reinstalling."]
["Customer: Troubleshooting\nCustomer: Hi. Need help changing the WiFi network for my cameras \nCustomer: I need an agent to help me\nCustomer: Agent\nCustomer: Hi Grant. Thanks for your assistance.\nHuman Agent: The cameras on your account will use the QR Code setup to connect to a new network.\nHuman Agent: Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Are you there?\nCustomer: Need help configuring my cameras to my new WIFI network \nHuman Agent: The cameras on your account will use the QR Code setup to connect to a new network.\nHuman Agent: Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Will the cameras connect automatically after the last step?\nHuman Agent: The instructions I sent are for the QR Code setup. That is how you will connect the cameras to your Wi-Fi network.\nCustomer: Ok I’ll try this then get back to you if I have any issues\nHuman Agent: Please do not hesitate to contact us if you need more assistance.\nCustomer: Not working\nCustomer: The camera isn’t recognizing the QR code\nCustomer: Just flashes green\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: On sec, the camera is mounted on my wall\nCustomer: Yes\nCustomer: I was getting the code\nCustomer: D/static_file/1395b5e326_1_20241029144118.jpeg\nHuman Agent: That is just an automated message that the system sends after more than 5 minutes with no response. I am just waiting for the Device ID.\nCustomer: Please see attached photo\nHuman Agent: Thank you. Can you unplug the camera, plug it back in, and tell me what light you see when you plug in the camera?\nCustomer: Ok one sec\nCustomer: Solid green\nCustomer: Now flashing green\nCustomer: Now no light\nCustomer: Now seeing a tiny blue light \nHuman Agent: Okay, can you let me know if the flashing green light comes back on in a minute or two?\nHuman Agent: Is the blue light solid or flashing?\nCustomer: Solid\nHuman Agent: Alright, a solid blue light means it is connected to a Wi-Fi network. Do you still have your old router?\nCustomer: Yes\nHuman Agent: Can you double check that your old router is unplugged from power?\nCustomer: Ok\nCustomer: It’s unplugged \nCustomer: The camera is flashing green again\nCustomer: Went back to solid blue\nCustomer: Going back and forth from solid blue to flashing green\nHuman Agent: Did you unplug the camera or did you unplug the old router?\nCustomer: Both\nHuman Agent: Okay, is the old router still unplugged?\nCustomer: Yes\nHuman Agent: Okay, so then it is still connected to something else if the old router is unplugged. Do you have any Wi-Fi extenders?\nCustomer: No. I connected it to the new WiFi network which is still connected. \nCustomer: I had both the old and new networks connected but the old network is unplugged.\nHuman Agent: Okay, can you unplug the new router then and tell me what light you see in the camera while the router is unplugged?\nCustomer: Ok. Another question, does the network still have to be on 2.4Ghz for my cameras?\nHuman Agent: The cameras will connect to a 2.4 GHz network. The cameras do not connect to a 5 GHz network."]
["Customer: Troubleshooting\nCustomer: Half of my cameras don't want to show anything since I updated the app\nCustomer: Thanks \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Two of your cameras are offline. This is not related to app updates. Are they currently blinking green?"]
["Customer: Troubleshooting\nCustomer: Not getting notifications \nCustomer: -1\nCustomer: Still not getting notifications \nCustomer: -1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you getting no notifications at all or just not for every motion?\nCustomer: Motion \nCustomer: Every motion \nCustomer: I have reboot the camera.. uninstall the app check the phone and app  notification they are all on \nHuman Agent: Okay, do you have any events listed in the event section of the app?\nCustomer: Yes\nHuman Agent: Okay, please go to settings to the right of Notifications on the home page, tap on On, choose restore recommended settings at the bottom, hit save in the top right, back out to the home page of the app, swap to notifications off, then notifications back on. Once you have done this, let me know. \nCustomer: Ok\nHuman Agent: Thanks. \nCustomer: No notifications \nHuman Agent: Right, I had noted something to do and asked you to let me know once you have done that. I have not yet heard back that you have finished my previous instructions. We are not waiting for a notification currently. \nCustomer: I have done it already \nHuman Agent: Okay, next, are you on an Android or an iPhone? \nCustomer: Android \nHuman Agent: Okay, open your settings, go to apps, then Zmodo, then notifications. Make sure it is set to allowed (and that all the notification types you want it to show as are on), then tap on notification categories and make sure all of those are also on. Let me know once you have checked this or if you have any trouble with this. \nCustomer: I have checked it they are on\nCustomer: D/static_file/cf37cd947f_1_20241031160855.png\nHuman Agent: Okay, now I'm going to restart your camera. You'll see it go solid green if you are nearby. Once it returns to solid blue, move in front of it some to see if you get a notification. If not, check your events and refresh those and let me know if you got a new event. \nCustomer: Can u reboot it again\nHuman Agent: Sure, it should be rebooting now\n\nHuman Agent: Were you able to get a notification that first time after moving in front of it?\nCustomer: No notifications \nHuman Agent: Okay, please go to the app settings again on your phone, then to the storage option there, then clear cache and clear data. Once this is done, please uninstall and reinstall the app. Let me know once that is done and I will restart the camera to test again. \nCustomer: I'm here still working on it\nHuman Agent: Okay. \nCustomer: No notifications\nHuman Agent: You hadn't let me know you were done to restart the camera again. One moment, I'm restarting the camera. Afterwards once it is back up, move in front of it and let me know if you get a notification at all and if not, let me know if you got a new event. \nHuman Agent: It should be back up now so you can proceed with that test now. \nCustomer: It worked but the. It didnt\nHuman Agent: I'm unsure what you mean. Did you get a notification? If not, did you receive any new events?\nCustomer: I tried two times and I got 1st notification not the 2nd one\nHuman Agent: There is a cooldown timer between notifications so you would not immediately be able to get another unless we restart it again which would also reset the cooldown timer. \nHuman Agent: I'll go ahead and restart it again so you may test again. Try again once it has finished restarting please. \nCustomer: How long is the cool down timer 5 minutes?\nHuman Agent: It ranges between 12 and 20 minutes based on the frequency of motion in that time period. \nCustomer: Ok did the notification so I'll see if I can. Get another one later\nHuman Agent: Okay, is there anything else I can help you with for now?>"]
["Customer: Troubleshooting\nCustomer: factory reset wifi camera\nCustomer: green light is on and steady\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this camera new or one you previously used before?\nCustomer: solid green even after multiple changed power supply\nHuman Agent: Okay, if the camera is still solid green and you have changed both the cameras cord and the outlet then sadly the camera is bad."]
["Customer: Troubleshooting\nCustomer: Factory reset\nCustomer: I already removed the camera from my account and there is no reset button\nCustomer: I can not pair it still, it does not scan the QR code\nCustomer: Still can not connect\nCustomer: Can you reset by the serial number?\nCustomer: Customer service phone number\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have any inbound calling only outbound calling which is done via scheduling. \nHuman Agent: I sent the call scheduler now. \nCustomer: Model ZH-IXY2J camera does not have a reset button and is not connecting when trying to pair it again\nCustomer: Are you able to help me reset it so I can use it again?\nHuman Agent: I can try. What color are the lights on the camera and are they solid or flashing?\nCustomer: It is solid green only\nHuman Agent: Okay, solid green is a bad sign, this indicated either a outlet, cord, or camera issue, have you tried another outlet or another cord with this camera at all?\nCustomer: I tried another cord from a working camera and it’s still solid green\nHuman Agent: Okay, if thats the case then the issue is the camera itself, sadly this camera is broken.\nCustomer: Ok thank you\nHuman Agent: No problem, have a good day."]
["Customer: Hi I had to get a new router and WiFi how do I connect all my cameras \nCustomer: 1\nCustomer: This is terrible that there isn’t a setting that you can change in the app \nCustomer: There needs to be an upgrade to the app that runs the cameras So that you can change your Internet because now I’m going to have to climb up ladders to reconnect. This is ridiculous.\nHuman Agent: Hi my name is Wendy.  Which camera is closest to your router? What is the name or ID on the camera?"]
["Customer: I bought a set of three indoor cameras but one of them will not sync\nCustomer: That is not working \nHuman Agent: Hello, you've reached customer care, my name is Kylie. When you say sync, do you mean the time is off? or?\nCustomer: So I bought 3 indoor and 3 outdoor cameras while I was using the QR code to sync them on the indoor cameras it synced one of the outdoor cameras which was wired but will not sync this last indoor camera \nCustomer: It will not connect \nHuman Agent: what are the lights on the indoor camera doing (solid or flashing) and what color are the lights?\nCustomer: They were flashing blue and green but instead of connecting the indoor camera that I was trying to sync with the QR code it connected the outdoor camera across the room that I wasn’t even close to \nCustomer: I was wondering if they were programmed with like the same channel or something \nHuman Agent: when one camera is connected, it will send the signal around it to connect others, it sounds like this indoor camera may have connected, and connected others around it but did not add itself to the account or something of that nature. How far away is this camera form the router you set it up on?\nCustomer: It was winthin 15 ft I  just figured I would have to exchange the one camera with a new one or if there is a way to do a hard reset. It won’t even attempt to sync now \nHuman Agent: if the camera is rapidly flashing green and blue that may mean it is trying to connect but having trouble where something in the environment is interfering, are you able to bring the camera closer to the router and plug it in to see how it reacts?? \nCustomer: Yes I’ll try that but the ones outside don’t have an issue which is further away \nHuman Agent: Okay, let me know how the lights react for you. \nCustomer: That is not working I have it within a foot of the router \nHuman Agent: how are the lights reacting? is it one flash blue then one flash green back and forth?\nCustomer: Can we do an exchange for the one camera ?\nHuman Agent: it sounds like the camera itself if not the issue, if you do try to do an exchange, and there is nothing wrong with the camera, they will send the camera back to you again. \nHuman Agent: how are the lights reacting? is it one flash blue then one flash green back and forth?\nCustomer: Yes \nHuman Agent: Okay, that means the camera is connecting but not being allowed access by the router, you can try to reboot the router by unplugging it and plugging it back in (a reboot) to see if that will simply fix it, if not then you will have to access the routers settings to make sure this device is not being blocked or \"paused\" by the routers firewall."]
["Human Agent: Hello. Local playback is not saving events after canceling my cloud free trial.\nHuman Agent: Need further assistance \nHuman Agent: Agent\nHuman Agent: Agent \nHuman Agent: Hello. My local playback is not saving events after canceling my cloud free trial.\nHuman Agent: I can no longer see any events.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. When you are clicking playback, are you clicking playback on the NVR, then selecting the camera or are you clicking playback on the individual cameras?\nHuman Agent: I am doing it the way I used to before my free trial...I click on the individual camera\nHuman Agent: It then tells me I don't have a subscription. It is showing the cloud icon when I do that. It never did before.\nHuman Agent: When I click on the memory card icon, it tries to download all contious history vs events.\nHuman Agent: You wouldnt try to view the playabck in that way. If youw ant to specifically view the playback from the NVR you would click playback on the NVR, then select the camera, If you only click playback ona n individual camera it will tell you are not subscibed as you are not for that individual camera anymore.\nHuman Agent: Sorry, I am not clicking on playback.\nHuman Agent: I am clicking on the individual event.\nHuman Agent: Its no problem. \nHuman Agent: I never use the playback because I don't have a subscription \nHuman Agent: Instead of opening up the event, it tries to to open up playback.\nHuman Agent: Okay. Can you take a screenshot of the individual event before you tap on it, then take a screenshot after you tap on it and send both of those to me \nHuman Agent: Sure.\nHuman Agent: Okay\nHuman Agent: D/static_file/4a4273824f_1_20250305094911.jpg\nHuman Agent: That is the event screen. When I click on the top event....\nHuman Agent: I get this\nHuman Agent: D/static_file/ee135a10d3_1_20250305094956.jpg\nHuman Agent: Okay, Can you check for me in the app store that the app is fully up to date for your device. If it is let me know.\nHuman Agent: Sure\nHuman Agent: Okay\nHuman Agent: D/static_file/dc6f3229ed_1_20250305095405.jpg\nHuman Agent: Okay, I tried some things from my end, I am going to restart the camera, then have you move Infront of the camera to cause a new event, and then see if that new event is still showing for you in the same way. \nHuman Agent: Ok\nHuman Agent: Alright can you move infront of the door camera to cause motion for it to make a new event, then see if you can review that event properly or not\nHuman Agent: I need to go inside....give me a minute \nHuman Agent: Okay\nHuman Agent: Ok. I triggered an event. \nHuman Agent: I can't see the new event yet but I cam see some recent events now!\nHuman Agent: Okay thats a great sign, It may not have made a new event if motion was captured after the reboot, One thing you can do is unplug, and plug in the camera, when it comes back online you can move infront of the camera again to try and trigger a new event, it does sound like what I did on my end resolved the issue for that camera but I want to be absolutely certain before we check the other cameras to see if they are still the same or not, if other cameras are reacting the same way then I will do the same as I did with the door camera with them as well. \nHuman Agent: All of them have the same issue. \nHuman Agent: Okay, While you reboot the door camera then try and trigger an event I will do the same as I did with the Door camera with the other cameras.\nHuman Agent: Do you want me to unolug the same dog door camera that you rebooted?\nHuman Agent: Yes, unplug and plug in that camera, then when its back online move infront of the camera to make an event\nHuman Agent: It is now working correctly.\nHuman Agent: It registered me walking in front of it\nHuman Agent: Great! that's fantastic news. I did the same thing as earlier with all of the other cameras online, then did a reboot, if any new events have already been made for those cameras let me know if they are working properly, if the camera has not yet made a new event try causing motion Infront to try and trigger it, if it doesn't trigger just give it a quick reboot then when its online move Infront of it to cause the trigger. \nHuman Agent: Ok\nHuman Agent: Also, unsure if you are aware, it looks like the camera named \"new cam 2\" has been offline.\nHuman Agent: I think it is not working.  \nHuman Agent: Before I forget, why is the time always wrong on the system? It is 1020 right now.\nHuman Agent: And it shows 936\nHuman Agent: It might be becasue of daylight savings time, You can try to change the timezone of the NVR from the app, or locally with a monitor and mouse, if the timezone is already set correctly jsut switch it to one that is wrong, save it, then switch it back to the correct one then save it and back up and view it live to see if it changed the time properly. \nHuman Agent: To change the time of the NVR from the app you would go to the home page, click settings next to devices, then tap the NVR, tap on the settings gear or the three dots in the top right, then select time zone and change it from there, just don't accidentally press reset or delete. \nHuman Agent: But the times would be one hour apart if it were a time zone issue.\nHuman Agent: Try what Is ent above it, if it still shows the time is off let me know. \nHuman Agent: The time is now correct.  Thanks!\nHuman Agent: That's great news. Your welcome. Any other questions I can assist you with today before we go?\nHuman Agent: I think we are good.  Thank you again for your help!\nHuman Agent: Okay, Thank you as well. Have a beautiful day, farewell\nHuman Agent: You too."]
["Customer: Camera firmware not updating\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Camera firmware fail\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Camera firmware fail\nCustomer: -1\nCustomer: Customer care agent\nHuman Agent: I see one camera on your account that has a firmware update available, but that camera is offline. The camera would need to be online in order to download the update from the internet."]
["Customer: My camera won't focus\nCustomer: Camera focus\nCustomer: -1\nCustomer: Focus\nCustomer: Troubleshooting\nCustomer: Agent\nCustomer: Agent\nHuman Agent: There is not a way to change the focus of the camera.\nCustomer: So if it is out of focus it is defective?\nHuman Agent: It is possible there is an issue with the camera lens. You may also want to clean the camera lens. Is it always out of focus or only during the day or only at night?\nCustomer: Always.  It is clean\nHuman Agent: You can try using a different power adapter or resetting the camera and connecting it to the Wi-Fi network again. Can you send a screenshot of the image of the camera?\nCustomer: D/static_file/5458ae1888_1_20241010161642.jpg\nHuman Agent: Yeah, my suggestion would be using a different power adapter or resetting the camera and connecting it to the Wi-Fi network again. Otherwise it may just be an issue with the camera."]
["Customer: Troubleshooting\nCustomer: Camera not working\nCustomer: It says poor connection\nCustomer: How would I contact support? Come back here?\nCustomer: K ty\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera you are trying to setup or one that was previously used that you are trying to reconnect?"]
["Customer: 3 of my cameras have solid blue lights but no video\nHuman Agent: Hi my name is Wendy.\nHuman Agent: Did you get a new router? or update your wifi name/password?"]
["Customer: microphone doesn’t work \nCustomer: my microphone on my app doesn’t work\nCustomer: why does it not support 2 way audio\nHuman Agent: Hello, my name is Grant. The cameras on your account are the Zmodo 1080p Outdoor Wi-Fi cameras. Those cameras do not have audio features.\nCustomer: it said they worked\nHuman Agent: What was it that said they had audio features? The listing on our website has the Audio specs as \"None\"."]
["Customer: hi\nCustomer: need help with my carmer\nCustomer: kitchen\nCustomer: spinning around\nHuman Agent: Hi my name is Wendy.  ZMD19G1IHC27215 Kitchen camera shows offline. \nHuman Agent: What color is the indicator light on the camera? and is the light blinking or solid?  The red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid.\n\nCustomer: it aint saying off line\nHuman Agent: okay\nHuman Agent: What color is the indicator light on the camera? and is the light blinking or solid?  The red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid.\nHuman Agent: the camera shows online now.  can you currently view the live feed?"]
["Customer: Live support\nHuman Agent: \n\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: My Zmodo cameras are not working , how can i setup this is zmd ID Cam1 : ZMD14KCDA281300\nCam2 : ZMD14KCDA277908\nCam3 : ZMD13ds83273626\nCam4 : ZMD13DS83273854\nCam5 : ZMD12LMCA000423\nCustomer: Are you there\nHuman Agent: Yes, when you look at the front of the cameras what color are the lights and are they solid or flashing?\nCustomer: Wait for second\nHuman Agent: Okay\nCustomer: Solid Green\nHuman Agent: If the lights are a solid green thats an indication that there may be an issue.\nCustomer: help me from your end\nHuman Agent: the issue would be either the camera is not getting proper power from the outlet. The camera is not getting proper power from the cord, or the camera is not functioning properly and malfunctioning. Would you be able to try plugging the solid green camera into anotehr outlet first so we can eliminate that possibility?\nHuman Agent: Cameras should only be solid green when first plugged in, after around 30 seconds to a minute they will begin to flash."]
["Customer: Set up\nCustomer: I need to know why i m have not camera on \nHuman Agent: Hello, my name is Grant. There are several reasons your cameras may be offline. First, have you changed your router, Wi-Fi name and password, or your internet provider recently?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: I'm 84 and sight impaired. My front door camera is not working can you tell me nwhy?\nCustomer: -1\nCustomer: Is it possible to talk to someone on the phone? This is very difficlt for me.\nCustomer: At my age and sight chatting by typing is too difficult.\nHuman Agent: Hi my name is Wendy.  I just sent you an invite to schedule a callback.\nCustomer: Call me on my cell phone 314-296-7419\nHuman Agent: You would want to tap on the invite I sent you"]
["Customer: I change my internet provider and the cameras stop working should I delete and start from scratch?\nCustomer: I dont have that can you provide it\nCustomer: need step by step help to get the cameras working on the new wifi\nCustomer: I cannot add the new Wifi it wont connect \nCustomer: I dont know how to get to these settings please can you give step by step instructions from the App\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If the cameras are offline you would have to go through the setup with the cameras to connect them again.  To know what setup the cameras would use I would need the cameras Model and ID number, this will be on the cameras sticker and the ID will start with ZMD. \nCustomer: Can you hold on for a few minutes\nHuman Agent: Sure just be sure to check-in as the chat will time out after 5 minutes. \nCustomer: ok\nHuman Agent: Okay\nCustomer: I am waiting to get the phone, once I get the phone can we go through this process step by step I have been trying since yesterday to get it working.\nHuman Agent: Okay\nCustomer: Ok I have the phone three of the cameras are flashing Green and one is flashing Blue\nHuman Agent: Okay, can you send me the Model and ID number of any of them?\nCustomer: Model: ZP-IBH23-W\nCustomer: ID: ZMD17GEI7800077\nHuman Agent: Okay, it looks like for that camera it may sue the QR code or possibly the Zink setup. I will send you the QR code setup directions to try. \nHuman Agent: QR Code Set Up\n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\nCustomer: Yes The one that I you the info is working now how do i get the others working\nHuman Agent: Okay, you can try to do the same setup with the other cameras, if you have trouble you may need to reboot them by unplugging and plugging them in or try the Zink setup.\nCustomer: Ok I will proceed it will some time because they are up high and hard to get to.\nHuman Agent: Okay\nHuman Agent: If you have any trouble feel free to contact us again.\nCustomer: How do I get you because you are aware of the issue\nHuman Agent: You can say Agent into the chat, If you do not get me then give the account email and mention you chatted earlier any any of the reps can look up the notes from our chat here. \nCustomer: hello I am Back"]
["Customer: Can't add another device with QRcode or Zlink\nCustomer: Second camera not connecting \nCustomer: I have done everything already \nCustomer: Can I talk to someone \nCustomer: Camera won't read qr code\nCustomer: Connection not working \nCustomer: Yes \nCustomer: One camera working but second one doesn't \nCustomer: I told you \nCustomer: Talk to an agent\nCustomer: Ok\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera that you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: ZMD14EHDA242065\nHuman Agent: This device is already online. What would you like it named on your account? \nCustomer: Back\nHuman Agent: It has been added. If you do not see it on the home page, please pull down to refresh. It will have been added with central time as the time zone so if that is not the proper time zone for you, you will need to adjust the time zone. Please test and let me know if it is working for you now. \nCustomer: Not getting live feed or playback from notices\nCustomer: Pull down to refresh how\nHuman Agent: You place your finger in the middle of the page on the home screen, pull down, then release. \nCustomer: We get a live feed but notifications won't load on either camera \nHuman Agent: What do you mean by notifications not loading? \nCustomer: The camera notifications to my iPad only show Zmodo logo \nCustomer: I will check notifications on ipad\nHuman Agent: When you tap on the notifications does it load any footage?\nCustomer: No\nCustomer: I'm trying to go to Alexa app but I have to log in to account\nHuman Agent: We would not use the Alexa app for events/notifications, you would need to use the Zmodo app. \nCustomer: I will try again\nHuman Agent: Okay. \nCustomer: No notifications will open .It shows events but video won't load \nCustomer: Only black Zmodo screen \nHuman Agent: Okay, can you send me a screenshot of what you see?\nCustomer: D/static_file/9ff036f80f_1_20241024152050.jpg\nHuman Agent: Are you able to provide a more clear image? That one is fairly blurry so I cannot see the section of the timeline being accessed. \nCustomer: Bottom screen is the timeline and it only loads Zmodo screen. I will try another one\nCustomer: D/static_file/ef5420f91b_1_20241024152344.jpg\nCustomer: D/static_file/dc2d5472c4_1_20241024152424.jpg\nCustomer: D/static_file/6da341b6c2_1_20241024152625.jpg\nHuman Agent: Thanks. Is your app fully updated?\nCustomer: The update said it I'd not support this \nCustomer: I will try again \nHuman Agent: The update said you'd not support this? I'm unsure what you mean. \nCustomer: D/static_file/9e0e170f98_1_20241024153028.jpg\nHuman Agent: What type of phone are you using?\nCustomer: I pad\nHuman Agent: iPads do not have the icons shown in your image. That is some sort of Android device. \nCustomer: I took the photo off my Google phone to send to you because I couldn't screen shot it with ipad\nHuman Agent: But the icons are in the image on the bottom of the device you took a picture of. The triangle, circle, and square at the bottom. \nCustomer: Using. ipad 10.3.3.  2017 version\nHuman Agent: Are you able to update your iOS version on it?\nCustomer: I will check\nHuman Agent: Okay, if updated, that may allow you to get later Zmodo versions. Running an old version of the app can result in unexpected issues such as this. \nCustomer: It's up to date\nHuman Agent: Your iOS version? \nCustomer: I think we should try his iPhone 11 \nHuman Agent: The current iOS version is 18.0.1 so 10.3.3 is quite far behind. The screenshot shows you're unable to download the latest Zmodo app and only gives you an option of the last compatible version (likely for your iOS version). \n\nSure, you can try on another device that does have the latest Zmodo app version if you have a device for that. \nCustomer: I can't login on app as I don't have correct email and password. It was changed over last thirty days from account that expired\nCustomer: Can you tell me that or will it be on this ipad\nHuman Agent: If you're unsure of your Zmodo password you can reset it when going to log in on the other device by choosing forgot password which will then let you reset it via a verification email sent to the account email.\nCustomer: When I set up account I spelled out  roykllohn @shaw.ca. It should have only one l in it. Forgot password can't send to address\nHuman Agent: In order to create the account, you would have to verify the email via a verification code sent to the email. So the email would have to exist and you would have had to have entered the verification code from it to create this account. \nCustomer: I got emails from you on shawnow\nHuman Agent: Okay. \nCustomer: Thanks for your help .Ipadoutdated  Got it on iPhone \nHuman Agent: Okay, glad to hear it is working for you there. Anything else I can help you with for now?"]
["Customer: Troubleshooting\nCustomer: I got a new Internet system and I can’t figure out how to connect my new Wi-Fi password\nHuman Agent: Hi my name is Wendy.  Your cameras will need to be setup again to the new wifi info\nHuman Agent: are the indicator lights on your cameras blinking green right now?\nCustomer: Yes\nHuman Agent: meShare QR code setup instructions:\n\nIf the indicator light on the camera is blinking green, it is ready to be setup.  For the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\nTap the \"+\" icon on the app home screen in the top right. Please scan the attached QR code when it asks for your startup guide.  Follow the in-app instructions to complete setup.\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nHuman Agent: D/static_file/8fdd2ff38b_1_20250211144758.png"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: I cannot get the camera to turn solid blue\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera you are trying to setup or one that was setup previously. \nCustomer: One previously set up\nCustomer: Was setup previously \nHuman Agent: Okay  I will need to look up the device first to see what setup options it can use, can you send me all the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid."]
["Customer: I have a camera that had the wrong date on it , it was showing August of 2025. So no was unable to perform playback \nCustomer: Tech support \nCustomer: Customer care\nCustomer: Ok\nCustomer: Agent \nCustomer: You there ? \nHuman Agent: If the events from the camera are showing August 2025, then that just means that the time zone on the camera got desynced. You will want to change the time zone and then change it back to the correct time zone. That will force it to resync. It will not change any events that are already made, so you will want to delete the events from August 2025.\nCustomer: Well the robot told me to reset the device \nHuman Agent: Resetting the camera and reconnecting it to the Wi-Fi network with the initial setup would also work to resync it.\nCustomer: So I reset it and now I can add it back or even see it show up in the zink search \nCustomer: But the events from 2025 are events from last week that I would to review it. \nCustomer: Are you still there"]
["Customer: Agent\nCustomer: My front door camera and my back door camera won’t connect \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/1fe4de3aac_1_20240924142525.jpeg\nCustomer: Done\nHuman Agent: That camera is currently showing online. Can you tap on Live for that camera and tell me what you see?\nCustomer: It’s just loading \nCustomer: D/static_file/2a07cecee6_1_20240924142631.png\nCustomer: This is what it shows me every time \nHuman Agent: That indicates a network connection issue. You will want to check the signal strength and the upload bandwidth.\nHuman Agent: To test signal strength, you can download an app on your phone. If you are using Android, then you will want to download an app called Wifi Analyzer. If you are using iOS, then you can download an app called Airport Utility. You can use these apps to test the signal strength from your Wi-Fi near the cameras.\nCustomer: Okay \nHuman Agent: I took a look at your account. You can also test the upload speed of the Wi-Fi network that the cameras are connected to. Make sure that your phone is connected to the same 2.4 GHz network that the cameras are connected to. You can use this link https://fiber.google.com/speedtest/ to test the speed of your network. It will test a download and then an upload speed.\nCustomer: Downloading \nCustomer: Now what\nCustomer: All the app is doing is loading \nHuman Agent: What app did you download?\nCustomer: D/static_file/7c9e0d5af3_1_20240924143215.png\nCustomer: D/static_file/34017b869e_1_20240924143240.jpeg\nCustomer: This one \nHuman Agent: Okay, you need to go to the settings on your phone and go to the app settings and find the Airport Utility settings listed there. Then you will need to turn on the Wi-Fi scanner.\nCustomer: Done \nHuman Agent: Then you will put the phone next to the camera and tap on Wi-Fi Scan in the top right corner and then tap on Scan. It will scan the networks and display the signal strength of the networks that it can see.\nCustomer: What now"]
["Customer: Why is there no sound and I can’t talk out of them\nCustomer: It was advertised when I bought that that I would be able to to a audio\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see what kind of camera you purchased, one moment\n\nHuman Agent: The cameras currently on your account do not have any audio capabilities, there is no microphone built into this type of camera. \nHuman Agent: Where did you see it advertised that this camera has audio?"]
["Customer: Why can’t I use my camera anymore, used it for years without a cloud account?\nCustomer: Let me converse with a human. \nCustomer: Thank you\nCustomer: Waiting for a live agent. \nHuman Agent: Hi my name is Wendy\nHuman Agent: are you needing help with ZMD13BRCD000060 named chase 1?\nCustomer: Yes\nHuman Agent: What color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: Slow flashing green\nHuman Agent: ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nCustomer: I am still here, guess I will have to go to my Home Screen, will I loose this Chat?\nHuman Agent: we should stay connected for 7 minutes without activity.  Did you start Zink setup?"]
["Customer: Troubleshooting\nCustomer: I switched to Starlink and my cameras are down. When I first switched all was good but then everything shut down. I rebooted the cameras but it didn’t work. \nHuman Agent: Hello, my name is Grant. There are several potential reasons that the cameras could be offline. Are you there with the cameras to troubleshoot them?"]
["Customer: No agarra mi camara\nCustomer: Todo está bien sólo no se ve \nCustomer: Puse contraseña y todo , me sale el QR PERO NO SE CONECTA \nHuman Agent: \nHola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Está intentando conectar una cámara nueva o una que había configurado anteriormente?"]
["Customer: Customer service \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Why is my living room camera not working and I paid for a subscription \nCustomer: D/static_file/44d4c59f79_1_20241209111832.png\nHuman Agent: Are you able to see the Live video from that camera right now?\nCustomer: Yes\nCustomer: No\nCustomer: I can’t see anything I sent you the picture of it\nHuman Agent: Okay, unplug that camera for 1 minute then plug it back into power, let me know when it comes online again. \nCustomer: It’s on now and I would like to know how long is my subscription for both cameras \nHuman Agent: Okay, let me check and see if it is online or not. \nCustomer: Is I said it’s work\nCustomer: How long do I have both my cameras for their subscription \nHuman Agent: It shows your subscription is going through apple, I am not able to see those specific renewal details for the subscription due to this, You can check when the subscription will renew in your apple subscriptions area. \nCustomer: Ok thank you\nHuman Agent: No problem, have a great day."]
["Customer: Still can’t get it to connect \nCustomer: -1\nCustomer: Want to speak to someone \nCustomer: Agent\nCustomer: -1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How can I assist you today\nCustomer: I have 6 of these cameras and 1 I still cannot get to connect.   I’ve tried everything and it just flashes red all the time and will not connect. \nCustomer: I would like it replaced. It is brand new and of no use broken \nHuman Agent: Can you tell me the cameras Model and ID number?\nCustomer: D/static_file/7e032e9da1_1_20241230101017.jpg\nHuman Agent: Does it say any branding on the camera or the cord at all?\nCustomer: Just Zmodo on the side\nCustomer: D/static_file/cd87178924_1_20241230101240.jpg\nHuman Agent: Okay. This cameras main setup should be the QR setup, Have you tried that with this camera?\nCustomer: Yep and it doesn't work\nCustomer: The other one in the same box worked fine and has been in use \nHuman Agent: When you hold the code in front of the camera how did it react? what color are the lights and are they solid or flashing?\nCustomer: It does nothing and the lights are always red flashing\nCustomer: One single flashing light at top \nCustomer: D/static_file/4a872aea2c_1_20241230101627.jpg\nCustomer: And red solid around it.  And they go away \nHuman Agent: Okay, if its only flashing red that means it didnt see the code. Try the setup again with the camera but when you hold teh QR code try holding it 6 inches away or 12 inches away to see if ti comes online. If its solid red that means those are the IR lights or the camera is booting up, try changing the cameras cord.\nCustomer: Done both of those steps already and it has a new cord also \nCustomer: The red outer lights come on when I point it to something then they go off \nHuman Agent: Okay, If thats not working then it may be an issue with the camera. How long ago did you order this caemra?\nCustomer: It’s been a few months.  I got the one working but just keep trying the other at times.   Don’t have a date \nCustomer: I’d say 3 months \nHuman Agent: okay, the waranty for the cameras is a year from the date of purchase\nCustomer: Ok I should be plenty good then \nHuman Agent: I will send you the RMA forum for you to fill out for the warranty.\nHuman Agent: https://www.zmodo.com/rma\nCustomer: Ok send to kjqoutdoors@hotmail.com \nCustomer: Will the replacement be shipped now \nCustomer: I don’t have an invoice for the rma \nHuman Agent: No, you would submit the RMA for the device then if approved you would then send the camera to us then once recieved they would send the replacement\nHuman Agent: you would need the invoice or the order number if you ordered it from us for the RMA forum"]
["Customer: Troubleshooting\nCustomer: I need troubleshooting with camera\nCustomer: Showing offline\nCustomer: Same internet. No changes\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD19I2IHA18\nCustomer: ZMD19I2IH407\nHuman Agent: Could you send the Device ID again or send a picture of the Device ID? You are missing a few letters or numbers. The Device ID will be 15 characters long.\nCustomer: ZMD19I2IHA18\nCustomer: ZMD19I2IH407\nHuman Agent: Those are still missing a few letters or numbers. Those are 12 characters long, so they are missing 3 letters or numbers.\nCustomer: ZMD19I2IHA18358\nCustomer: ZMD19I2IH407879\nHuman Agent: Thank you. The first camera is showing offline. The second camera is showing online. You can check the live video for the camera named \"Back Porch\" on your account.\nCustomer: Ok\nHuman Agent: For the first camera, could you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Ok\nCustomer: When unplugged the camera showered a green light. \nHuman Agent: Is it solid green or flashing green?\nCustomer: Solid blue now\nCustomer: I am working with RBDRM\nHuman Agent: You said the light is solid blue currently? Is there a flashing green light as well as the solid blue?\nCustomer: When trying to connect, connection times out. \nCustomer: Solid blue only\nHuman Agent: If the light is solid blue, you would not do the QR Code setup. When you gave me the Device ID, was that from the sticker on the camera or was that from the settings in your app?\nHuman Agent: It looks like the camera is online."]
["Customer: Troubleshooting\nCustomer: I can not see any display on my screen since I change my WiFi password \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like there are no devices on your account beyond your NVR. Did you delete the cameras?\nHuman Agent: What is the ID of a camera you'd like to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Yes sorry \nHuman Agent: What is the ID of a camera you'd like to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: I went through the setup again I got two cameras to come back online but one still  isn't\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Please provide the device ID of the camera/s  you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nHuman Agent: Also please let me know what color the indicator lights are on the cameras and are the lights blinking or solid?\nCustomer: ZMD12JPCF200327 BLINKING GREEN\nHuman Agent: ZMD12JPCF200327 shows online.  This one should show a solid blue indicator light\nHuman Agent: Sorry, this is the NVR\nHuman Agent: Cameras named backyard, ch3, ch2, front yard.  Are these the cameras you are wanting to setup?\nCustomer: When I went back through the initial setup it showed five cameras only have three I got two up and going I renamed them four wheeler shed in front yard I'm not sure what name this one is one of them either channel 3 channel 2 or front yard I'm not sure cuz it won't come on\nHuman Agent: The cameras connected to phone# 4096706267 all show offline.  Only the NVR shows online.\n\n\nHuman Agent: Which camera are you working on right now?  What is the name or device ID starting with ZMD?\nCustomer: Yes unplugged the two that I got going and tried to get the one I don't have going back online\nHuman Agent: which one are you looking at right now?\nHuman Agent: what is the name or device ID?\nCustomer: ZK8BF523NM\nCustomer: I think that's right number it's kind of wore out a little bit\nHuman Agent: The ID will be near that ID, the one I'm looking for starts with ZMD\nHuman Agent: If easier, please attach clear pictures of the stickers on the camera\nCustomer: \nZMD32JJ62202891\nHuman Agent: ZMD32JJ62202891 is the indicator light blinking green? or what color is the indicator light on this camera and is the light blinking or solid?\nCustomer: Blinking green\nHuman Agent: The camera uses Zink setup.\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have a tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step."]
["Customer: Troubleshooting\nCustomer: Pergola fina fina is not working\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Is the indicator light currently flashing green on it?"]
["Customer: Troubleshooting\nCustomer: Doesn't work\nCustomer: Feed has stopped completely \nCustomer: Representative\nHuman Agent: It looks like the cameras on your account are offline. There could be several reasons for that. Have you changed the router, Wi-Fi name and password, or your internet provider?\nCustomer: I haven't \nHuman Agent: Okay, can you go to one of the cameras, unplug the camera, plug it back in, and tell me what light you see in the camera?"]
["Customer: Cameras hesitate . Not a constant video.\nI checked my Wi-Fi, it is over 500 for speed.\nAny ideas???\nCustomer: Set up\nCustomer: How do I know what ghz I am at?\nCustomer: Give m an agent\nCustomer: Agent\nHuman Agent: Hi my name is Wendy\nCustomer: Hello\nCustomer: Ok\nCustomer: D/static_file/f016194dc3_1_20241004100919.png\nCustomer: Here is my current speed\nHuman Agent: If you have video that is stuttering, then it is likely a network connection issue. The two most common causes are the signal strength at the camera and the upload bandwidth.\nCustomer: Strength show full\nHuman Agent: Okay, the upload should be sufficient, but if that is testing your 5 GHz, then it may be a little higher than you 2.4 GHz.\nHuman Agent: To test signal strength, you can download an app on your phone. If you are using Android, then you will want to download an app called Wifi Analyzer. If you are using iOS, then you can download an app called Airport Utility. You can use these apps to test the signal strength from your Wi-Fi near the cameras.\nCustomer: I have airport\nCustomer: Checking now\nHuman Agent: Alright, if you downloaded it, then you will go to the phone settings and go to the app settings. Tap on Airport Utility and turn on the Wi-Fi Scanner. Then you will go to the camera you are having trouble with and open the Airport Utility app. Tap on Wi-Fi Scan at the top right and then tap on Scan.\nCustomer: Done\nI have results, where should it be?\nHuman Agent: Did you have the phone next to the camera when you scanned the Wi-Fi signals? What is the RSSI value for your network?\nCustomer: Yes\nCustomer: The one the camera is on is showing -82\nCustomer: No bounced Down to-46.  \nCustomer: What the heck?\nHuman Agent: Can you send a screenshot of the RSSI values for that network?\nCustomer: D/static_file/d687441c6a_1_20241004101740.jpg\nCustomer: It is Terrys network\nHuman Agent: You can tap on it to see more information.\nHuman Agent: Which camera on your account are you having trouble with?\nCustomer: All my outside cameras\nCustomer: Large shredder is where I am now\nCustomer: D/static_file/3a47b5b72f_1_20241004102009.jpg\nHuman Agent: There is not a camera on your account named \"Large Shredder\"\nCustomer: Why is it making such a big jump?\nCustomer: I have two accounts\nHuman Agent: Lets stop the scan here. And we will try it again in a minute. Which camera are you at right now? Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Sure hang on\nCustomer: D/static_file/9e2f9b5eaf_1_20241004102300.jpg\nHuman Agent: How many cameras do you have setup on that Wi-Fi network?\nCustomer: D/static_file/0cad2154ae_1_20241004102338.jpg\nCustomer: 11\nCustomer: We’re you able to read that?\n\nCustomer: It’s high up on the air\nHuman Agent: Okay, so it may be an upload issue then. The cameras on the account use 1 Mbps of upload bandwidth each and so if you have anything else on the network that uses any of the upload, or it drops below 11 Mbps, like it did during one test yesterday, then you may lose some cameras or get some missing or stuttering footage.\nHuman Agent: You can try testing the signal strength again. You will want the phone right next to the camera when you test it and you can tap on Wi-Fi Scan and then Scan again. Let it test for 20-30 seconds and then you can tap on your network to see more details.\nHuman Agent: The cameras want a signal strength between -40 and -60 dBm.\nCustomer: The cable guy was her running test yesterday\nCustomer: Scanning now\nCustomer: At -44\nHuman Agent: You can test at the other cameras, but it seems most likely to be an upload issue, especially if it is multiple cameras that have that issue.\nCustomer: We are a high security facility and I can not have jumps in video\nCustomer: What do I need to do?\nCustomer: Ad an additional EERO router in the area?\nHuman Agent: An additional access point would help if it is a signal strength issue. The signal strength is fine at that one camera. I would recommend testing the signal strength at the other cameras. The cameras require 11 Mbps, so 12, would be just barely enough if it is only the cameras that use the network. If you have any other devices also using the network, then it could be an issue. Also, the speed is not constant, so it may drop below 12 at times and cause problems with the cameras. The upload would be something you would have to contact your ISP about to see if there is any way to increase your upload bandwidth.\nCustomer: Ok I’ll try to add a router\nCustomer: So to high of a number is bad?\nHuman Agent: Well, I would suggest testing the signal strength first, because the signal you are getting at that camera is good for the cameras.\nHuman Agent: The cameras want a signal strength between -40 and -60 dBm. The closer to -40 the stronger the signal.\nCustomer: So that looks good right now correct?\nHuman Agent: That is the signal strength at one camera. The signal strength would be different at different locations. So that is why I suggested testing it at the other cameras.\nCustomer: Where did you see the 12?\nHuman Agent: I was talking about your upload bandwidth.\nCustomer: I know but where did you see that?\nHuman Agent: The screenshot you sent shows your current upload is 12 Mbps. The cameras need at least 11 Mbps. And it did drop to 7 Mbps at one point yesterday.\nCustomer: Oh ok I don’t see that on the screen shot\nHuman Agent: The first screenshot you sent is of your Download and Upload speeds.\nCustomer: I am still looking but don’t see the 12\nHuman Agent: It is not in the Airport Utility app. The very first screenshot you sent me in the chat has a list of speed tests that you ran.\nCustomer: Sorry I see it now\nHuman Agent: You may also want to run a speed test through a website tester and not through the application you were using, especially if it is from your ISP as it may be testing directly from the router. You can go to https://fiber.google.com/speedtest/ to run a speed test on the network. Make sure you are connected to the 2.4 GHz Wi-Fi network that the cameras are connected to when you run the speed test.\nCustomer: But it constantly stuffers.\nIf you watch the seconds it may go from 10 seconds wait and the jump to 20 seconds.\nHuman Agent: I understand, that is why we are testing the signal strength and the upload bandwidth.\nCustomer: So based on all of this, what would you do if that shows a problem?\nHuman Agent: If it is the upload speed, then you would want to contact your internet service provider to see if they are able to give you higher upload speeds.\nCustomer: So upload speed and speed are different?\nCustomer: Sorry, just trying to learn\nHuman Agent: I do not know what you mean by just \"speed\". There is a Download speed and an Upload speed. When you look at the test it should show both.\nHuman Agent: They are different and the cameras use the upload speed since they are uploading footage.\nCustomer: Yes\nHuman Agent: Did you do any other tests or do you have any other questions?"]
["Customer: Im stillhave problem\nCustomer: The light still green\nCustomer: Yes solid green\nCustomer: Customer service please\nCustomer: Yes\nCustomer: My camera still no working\nCustomer: The light still green solid \nCustomer: I ready did it im plugging out in plug and back and nothing\nCustomer: Sometimes call me \nCustomer: Please\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If the cameras light is a solid green and is not going to flashing green or blue after a minute that's an indication that there is a power issue, are you able to try plugging the camera into a different outlet or swap the cameras cord with another one?\nCustomer: I did it\nCustomer: Nothing still \nHuman Agent: You did both?\nCustomer: Yes\nHuman Agent: we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: Speaking with rep\nCustomer: Im try logging \nCustomer: And nothing\nHuman Agent: Okay, I sent you the call scheduler into the chat, all the times listed are for Central time zone and when submitting the call scheduler be sure there are no spaces or dashes in the phone number or else it will not let you submit it. Let me know once your done.\nCustomer: Still no workout \nCustomer: D/static_file/bd0c48bbde_1_20250312100205.png\nCustomer: D/static_file/04357d001d_1_20250312100214.jpeg"]
["Customer: Troubleshooting\nCustomer: My unit does not work. It blinks constantly non stop. Can’t get it to stop. \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You're referring to your doorbell camera, correct?"]
["Customer: Español please\nCustomer: Agent\nCustomer: Español por favor\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?\nCustomer: Mia camaras del drive way y back yard no funcionan y estoy pagando cervicio en estas dos\nHuman Agent: \nBien, ¿quieres solucionar el problema o buscas información sobre cómo cancelar las suscripciones?\nCustomer: Quisiera solucionar el problema por que nesecito las camaras\nHuman Agent: Bien, ¿has cambiado recientemente el nombre, la contraseña o el enrutador de wifi?\nCustomer: No todo sige igual\nHuman Agent:  ¿puedes intentar desconectar y enchufar las cámaras y mirar la luz en el frente o en el costado y decirme cómo reaccionan? Quiero saber de qué color es la luz y si es fija o parpadea.\nCustomer: Ok\nHuman Agent: Ok\nCustomer: El drive way es verde y esta parpadiando\nHuman Agent: Bien, ¿es posible que bajes esa cámara y la acerques al enrutador?\nCustomer: Esta esta cerca del router\nHuman Agent: ¿A qué distancia? y es por dentro o por fuera?\nCustomer: Por fuera como 10 pies\nCustomer: La del drive way ya funciono\nHuman Agent: Esta cámara parece estar arrancando bien, pero como parpadea en verde significa que no se está conectando a Itnernet. ¿Reinició accidentalmente la cámara? de lo contrario, es posible que no pueda alcanzar o levantar el enrutador.\nHuman Agent: Sí, parece que la cámara volvió a estar en línea, tal vez después del reinicio solo necesitó tiempo para volver a conectarse, tomó algo de tiempo, por lo que la distancia puede ser un factor de interferencia, por lo que si esto sucede con frecuencia, puede considerar cambiar la posición de la cámara o intentarlo. acercándolo.\n\nCustomer: Arroja una actualisacion de la camara dejeme la actualiso y me comunico con usded otra ves ok gracias.por el momento\nHuman Agent: Cerraremos en 10 minutos. Puedo seguir atendiéndote hasta las 6PM CT Vía chat, también puedo dar seguimiento vía correo electrónico si lo prefieres, ¿qué te gustaría hacer?\nHuman Agent: Vale, no hay problema. No dude en contactarnos nuevamente, estaremos abiertos con representantes de vida mañana a las 9 a. m., hora central. Que tengas una gran noche."]
["Customer: I had to change my WiFi password now the cameras don’t work \nCustomer: I don’t have the manual \nHuman Agent: Hi my name is Wendy.  The cameras connected to this email use QR code setup\nHuman Agent: meShare QR code setup instructions:\n\nIf the indicator light on the camera is blinking green, it is ready to be setup.  For the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\nTap the \"+\" icon on the app home screen in the top right. Please scan the attached QR code when it asks for your startup guide.  Follow the in-app instructions to complete setup.\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nHuman Agent: D/static_file/d8cba645fb_1_20241120153146.png"]
["Customer: Troubleshooting\nCustomer: Night vision is working on the new Torch 369\nCustomer: Tried that and all I get is darkness\nCustomer: I have and still doesn't work have night pictures\nCustomer: How do I get ahold of an agent \nCustomer: Agent\nHuman Agent: The Torch 360 does not have night vision settings or infrared lights.\nCustomer: Mine says it does wouldn't have bought it otherwise \nHuman Agent: No, the technical specifications on the website for the Torch 360 specifically says it does not have night vision. Can you tell me where you purchased it from and where it says it has night vision?\nHuman Agent: Here is what it says on the listing at zmodo.com:\n\nInfrared Night Vision: No. Torch 360 is able to display video based on ambient light, and is generally less sensitive than the human eye can perceive\nCustomer: From the Zmode app and says right on the box and in the settings \nCustomer: D/static_file/fe0f160139_1_20250310154453.jpg\nHuman Agent: There is a night vision setting, but that is a standard setting that is there just because it exists for other cameras. Where on the box does it say that it has night vision?\nHuman Agent: Yeah, it uses ambient light to to display video. It does not say on there that it uses infrared light or creates an infrared light from the camera.\nCustomer: Can I return and get a refund this camera doesn't do me any good live on a farm\nHuman Agent: You can fill out the return form at https://www.zmodo.com/rma/\nCustomer: Thank you I will \nHuman Agent: You're welcome."]
["Customer: Audio\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  Your model of camera currently on the account does not have a microphone so it does not support two way audio."]
["Customer: We had power outage this morning. I cannot get my camera back in line. Please help! \nThanks B, \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Have you already restarted the device and your router?"]
["Customer: Need help\nCustomer: Need help with my cameras \nCustomer: Cameras are not working \nCustomer: Wifi isbt working \nHuman Agent: Hello, you've reached customer care, my name is Kylie, is your homes Wi-Fi down right now and not working?\nCustomer: Need further assistance \nHuman Agent: Hello, you've reached customer care, my name is Kylie, is your homes Wi-Fi down right now and not working?\nCustomer: No. \nHuman Agent: Okay, can you elaborate more on what issue you are having so I can assist you.\nCustomer: It's using a 5g network \nCustomer: We used to have a 2g and 5g now 2g is just randomly gone. \nHuman Agent: The cameras are not compatible with a 5GHZ only network, if the network is a Duel network which is 5GHZ and 2.4GHZ together or if its just a 2.4GHZ network that will work perfectly fine for connecting the cameras. \nHuman Agent: Did you get this router from your internet service personnel or did you buy this router yourself from a online/local retailer (private router) \nCustomer: So do you have cameras that work with 5g\nHuman Agent: No, 5GHZ wavelengths don't travel physically as far as 2.4GHZ wavelengths, none of our cameras use 5.0GHZ networks due to this fact. \nHuman Agent: Did you get this router from your internet service personnel or did you buy this router yourself from a online/local retailer (private router)"]
["Customer: Troubleshooting\nCustomer: My doorbell is not working\nCustomer: When you hit the doorbell button, it does not ring. It is also not lit up blue like it usually is.\nCustomer: -1\nCustomer: Need help trouble shooting my doorbell\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Representative \nCustomer: -1\nCustomer: Thank you!\nHuman Agent: It looks like it is offline and if you do not see a light, then there may be a power issue.\nHuman Agent: Are you able to take the doorbell off of the bracket and check the connections are still good on the bracket?\nCustomer: There’s not a power issue. Where it normally rings inside, I hear it buzzing like it’s trying to work. I took the actual door bell outside off, waited a few minutes and then it turned green like setting up a new connection. Then it stopped lighting up again.\nHuman Agent: Okay, then it may be an issue with the chime that does the ringing inside of the house. The doorbell itself does not ring in your house, it connects to your doorbell chime and that is what rings. So if the chime has stopped working then you would want to look at the chime.\nCustomer: D/static_file/15dcb0f6ad_1_20240923111547.jpg\nCustomer: There is nothing wrong with the chime in my house or the connections shown in pic.\nCustomer: There is no light on the doorbell and everything else is fine at my house\nCustomer: D/static_file/da8dd15880_1_20240923111712.jpg\nHuman Agent: You said that you hear it try to ring in the house. Have you tested the chime to see if it works? You can also try a normal mechanical doorbell to see if it rings with that.\nCustomer: When I was just taking off the doorbell off the bracket, my chime inside just rang\nHuman Agent: If there is no light on the doorbell, then that means it is not powering on. The doorbell works between 10-36V. You can test the power output from the transformer at the wires. If it is within that range then it is likely an issue with the doorbell and it has stopped working.\nCustomer: It has worked there for years.\nHuman Agent: Unfortunately, if it is the doorbell camera that has stopped working, then replacing it would be the solution. We do not have any doorbell cameras in stock, but you can try looking at third party sellers (Amazon, eBay, etc.) if you want to stick with Zmodo or you can try another brand of doorbell cameras if you would like.\nCustomer: Ok. Sounds good. I will check out Amazon. Thank you!\nHuman Agent: I understand, but it is currently not working. And just like anything else, the doorbell camera can fail. The doorbell chime can fail, the wiring can fail, the transformer can fail."]
["Customer: I can’t connect one of my cameras. Wi-Fi connection is really good. Not sure what’s going on. I have a number of cameras and this is the only one giving me issues.\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \nHuman Agent: Is it the Hall camera?\nHuman Agent: It looks like I spoke with you about this previously. Have you tested the signal strength in that location since it works elsewhere, but not in the hall?"]
["Customer: Necesito ayuda en espanol, por favor. \nCustomer: Necesito cambiar mi contracena, porque tengo nuevo servicio de internet.\nCustomer: Set up\nCustomer: Agente\nHuman Agent: Hola mi nombre es Wendy.  Será necesario volver a configurar sus dispositivos para que vuelvan a estar en línea.\n\n¿Las luces indicadoras de las cámaras están parpadeando en verde en este momento? ¿O de qué color son las luces indicadoras de las cámaras? ¿Y las luces parpadean o están fijas?\n\n¿Necesita ayuda con las cámaras llamadas ch2, ch3, entrada de vehículos, patio y puerta principal?\n\nCustomer: Las 4 camaras dicen perdida de video\nHuman Agent: Sí, están desconectados.\n\n¿Las luces indicadoras de las cámaras están parpadeando en verde en este momento? ¿O de qué color son las luces indicadoras de las cámaras? ¿Y las luces parpadean o están fijas?\n\n¿Necesita ayuda con las cámaras llamadas ch2, ch3, entrada de vehículos, patio y puerta principal?\nCustomer: Fijas de color azul \nHuman Agent: ¿Tiene más de 1 enrutador en la ubicación?\nCustomer: No se que es enrutador.\nHuman Agent: Enrutador de Internet wifi: a qué se conectan las cámaras.\n\nEl NVR debe estar conectado al enrutador wifi con un cable ethernet y las cámaras deben conectarse a él de forma inalámbrica.\nCustomer: Si esta conectado a la caja de internet, y las camaras es por wifi. \nHuman Agent: ¿Tienes más de 1 enrutador wifi?\nCustomer: Solo el nuevo servicio.\nHuman Agent: ¿Solo tienes 1 enrutador?\n\n¿Tiene extensores o amplificadores de wifi en el lugar?\nCustomer: No \nHuman Agent: Desenchufe su enrutador.  \n\nCuando el enrutador esté desconectado, verifique las luces indicadoras de las cámaras.  Avíseme si las luces indicadoras cambian a parpadear en verde con el enrutador desconectado.\nCustomer: En espanol por favor. \nHuman Agent: ¿Desconectaste tu enrutador?\n\n¿Las luces indicadoras de las cámaras comenzaron a parpadear en verde con el enrutador desconectado?\nCustomer: En este momento estan parpadeando en azul.\nHuman Agent: Bien, eso significa que las cámaras están en modo de configuración ahora.\n\n¿Su enrutador ha vuelto a estar en línea? ¿O sigue desconectado?\n\nCustomer: Ahora cambia a verde y buelve a cambiar a azul\n\nHuman Agent: ¿Está su enrutador en línea? ¿O sigue desconectado?\nCustomer: Esta en linea\nHuman Agent: Bueno.  Sus mini cámaras interiores utilizan la configuración de código QR.\n\nSus cámaras tipo bala para exteriores utilizan la configuración Zink.\nHuman Agent: Instrucciones del código QR: \n\nSi la luz indicadora de la cámara parpadea en verde, significa que está lista para ser configurada. \n\nHaga clic en el ícono “+” en la pantalla de inicio de la aplicación del teléfono en la parte superior derecha > seleccione Código QR. Siga las instrucciones que aparecen en la pantalla. Oriente la lente de la cámara hacia el código QR, la cámara leerá el código QR que se muestra en la pantalla de su teléfono.  *El código QR se mostrará en la aplicación durante la configuración.\n\nPara que la configuración del QR se realice sin problemas, debe asegurarse de que su teléfono esté conectado a su red wifi de 2,4 GHz, que la configuración de ubicación y los permisos en su teléfono y la aplicación estén habilitados/permitidos para la aplicación, y que el nivel de brillo de su teléfono sea muy brillante. .  Encienda también las luces de la habitación en la que está realizando la instalación.\n\n\n*La cámara debe estar al lado de su enrutador durante la configuración, a 5 pies o menos de su enrutador*\nHuman Agent: Instrucciones de configuración de ZINK:\n\nSi la luz indicadora de la cámara parpadea en verde, significa que la cámara está lista para ser configurada.  Mueva la cámara al lado de su enrutador.  Permanezca a 5 pies de la cámara durante todo el proceso.\n\nDeberá tocar el signo más en la esquina superior derecha de la pantalla de inicio, elegir Zink y luego un dispositivo. En la página siguiente, deberá tocar aquí para comenzar el botón de configuración que presionará y luego se conectará a ZMD_SAP (que no tendrá conexión a Internet). Después de regresar a la aplicación, ingresará el nombre y la contraseña de la red wifi a la que desea conectar la cámara. Deberá ser una red de 2,4 GHz y tanto el nombre como la contraseña distinguen entre mayúsculas y minúsculas.\n\nA continuación se ofrecen algunos consejos para que la configuración de Zink funcione.\n\nAsegúrese de que la cámara y el teléfono estén en la misma habitación que el enrutador y que el teléfono esté JUSTO AL LADO de la cámara todo el tiempo.\n-Apaga los datos móviles de tu teléfono.\n-olvida la contraseña wifi de tu hogar en la configuración wifi de tu teléfono para verificar la contraseña\n-asegúrese de que la configuración de ubicación y los permisos en su teléfono y aplicación estén habilitados/permitidos para la aplicación Zmodo \n-Espere 15 segundos para que el teléfono se conecte a ZMD_SAP antes de continuar con el siguiente paso.\nCustomer: Tengo que hacer todo eso, solo para cambiar de contracena?\nHuman Agent: Sí, para poder conectar las cámaras, será necesario configurarlas.\nCustomer: Ok, voy a nesecitar vajar las camaras de donde las tengo fijas.\nHuman Agent: puedes intentar mover solo 1 cámara primero.  Si las otras cámaras están lo suficientemente cerca, es posible que se configuren al mismo tiempo.\n\nCustomer: Ok lo voy a intentar con la que tengo dentro de la casa.\nHuman Agent: ok"]
["Customer: My device are off line\nCustomer: Troubesshooting\nCustomer: Off lind\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the easiest to reach camera you are trying to set up? The ID starts with ZMD and it can usually be found on a sticker the bracket or camera under a barcode.\n\nHuman Agent:  Could I have the device ID of the easiest to reach camera you are trying to set up? The ID starts with ZMD and it can usually be found on a sticker the bracket or camera under a barcode.\nCustomer: Infaiver\nHuman Agent: Sorry I am not sure what you mean.\n \nCustomer: C\nHuman Agent: Could I have the device ID of the easiest to reach camera you are trying to set up? The ID starts with ZMD and it can usually be found on a sticker the bracket or camera under a barcode.\nCustomer: Check the connteing\nCustomer: Conecking\nHuman Agent: Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Device\nCustomer: Device\nCustomer: My camera_check them\nHuman Agent: Are you getting my messages? \nCustomer: Yes\nHuman Agent: Okay so you see my message that I keep sending asking for the device ID?"]
["Customer: Good Afternoon, We have a new modem and we need to reset them also we added two new cameras\nCustomer: e tried that\nHuman Agent: Hi my name is Wendy.  Are the indicator lights on the offline cameras blinking green right now?\nCustomer: we were told you had to delete  that account then reset them we also have two new cameras we need to add to the monthly coverage\nHuman Agent: No need to delete the cameras they would just need to be setup to the new wifi info.  What color are the indicator lights on the cameras? and are the lights blinking or solid?\nCustomer: not sure can you hold on while I goo look?\nHuman Agent: yes we will stay connected for 7 minutes without activity"]
["Customer: I need help setting up again\nCustomer: -1\nCustomer: How\nCustomer: I cannot re set up my camera. Lost connection \nCustomer: \nI need to set up camera again \nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: Which do I set up\nCustomer: Zinc or qr\nHuman Agent: There are no devices connected to this email.  What is the ID on the camera you are needing help with?\nCustomer: Smart link?\nHuman Agent: There are no devices connected to this email.  What is the ID on the camera you are needing help with?\nCustomer: XFSETUP 1COO or where do I find that\nHuman Agent: XFSETUP 1COO does not look like a Zmodo device ID.  \nHuman Agent: D/static_file/3b581b1237_1_20241016110654.png\nHuman Agent: The ID may look similar to this picture.  The ID starts with ZMD\nCustomer: I have had this Zmodo service for years. Feel free to look at my account \nHuman Agent: ZMD11JG48200459 doorbell camera?  Is this the camera you are needing help with?\nCustomer: D/static_file/b5371726cb_1_20241016110841.jpg\nHuman Agent: ZMD11JG48200459  - is the power currently off to the camera? I see no lights on it.\nHuman Agent: You should see a green or blue light that is either blinking or solid\nCustomer: No lights \nHuman Agent: Make sure the camera has power going to it.   You could turn the breaker that powers the doorbell off/on to see if it will power on\nCustomer: Ok"]
["Customer: How do i activate sound voice\nHuman Agent: Hello, my name is Grant. The cameras on your account are the Zmodo 1080p Indoor/Outdoor Wi-Fi cameras. Those cameras do not have 2-way audio features. That is why the microphone and speakers are greyed out on your app."]
["Customer: I need to replace my hard drive. It has stopped working. Model ZP-NE14-S \nHuman Agent: Alright, you can remove the hard drive from the NVR and purchase a replacement hard drive from a hard drive manufacturer. I would recommend looking for one designed for security camera recording. Most large hard drive companies have a hard drive model designed for that.\nCustomer: Zmodo doesn't offer \"the brain\" of the system? Mine is branded FunLux. Is that an option?\nHuman Agent: The hard drive is different from the NVR system. The NVR is the ZP-NE14-S and there is a hard drive inside of the NVR.\nHuman Agent: As far as what we have available, we have not made hard drives, so we have never had those available for sale. For the NVR systems, we have not made and sold them for several years now. You can try looking at third party sellers (Amazon, eBay, etc.) to see if there are any Zmodo or Funlux NVR systems available.\nCustomer: I'm confused. I need the entire box with ports etc. Also, the VGA port on mine collapsed into the unit, so I can't access any of the menus\nCustomer: I need the unit shown on this page. I have the cameras. \nCustomer: https://www.zmodo.com/720p-spoe-outdoor-security-system-4ch/?form=MG0AV3\nHuman Agent: Yes, so you are looking for an NVR system, not a hard drive. For the NVR systems, we have not made and sold them for several years now. You can try looking at third party sellers (Amazon, eBay, etc.) to see if there are any Zmodo or Funlux NVR systems available.\nCustomer: OK. NVR means what?\nHuman Agent: Network Video Recorder. It is what you sent a model number for and what you sent a product page link for.\nCustomer: OK. And I have the 720P security cameras with indoor outdoor night vision. What do I need to look for in terms of compatibility?\nHuman Agent: You can try looking at third party sellers (Amazon, eBay, etc.) to see if there are any Zmodo or Funlux NVR systems available.\nCustomer: I see one that works with \"Only Work with 4K/2K/3MP/5MP/6MP/8MP/1080P HD PoE Camera\"  Would my Zmodo 720 P security cameras work with that?\nHuman Agent: That does not seem to be a Zmodo or Funlux system. It would need to be a Zmodo or Funlux NVR system.\nCustomer: OK, so you are saying only a Zmodo or Funlux system will work with the cameras I have? \nHuman Agent: Yes.\nCustomer: but if you haven't produced NVR system in many years, I'm basically stuck finding a used system? \nCustomer: So basically the cameras mounted on my house are now useless?\nHuman Agent: You can try looking at third party sellers (Amazon, eBay, etc.) to see if there are any Zmodo or Funlux NVR systems available.\nCustomer: Ok. And because the unit is chirping and blinking greeen and orange, there is no troubleshooting I can do ?\nHuman Agent: You can try resetting the NVR with the pinhole reset in the back. Where are you seeing the green and orange lights on the NVR system?\nCustomer: I did that already. Flashes orange under the Power & HDD indicators on the front of the unit. Flashing green and orange around the ports where the cameras are connected\nCustomer: It's chirping every 1-2 seconds. Unplugged. Reset with the pinhole. No luck.\nHuman Agent: You can also try removing the hard drive inside of the system and powering it back on with the hard drive still disconnected.\nCustomer: Ok. I will try that. Thanks for your time.\nHuman Agent: Thank you as well"]
["Customer: I have an outdoor camera that will not connect to the Internet and sends back a message that it times out with no connection. \n\nWe have a number of camera and this is the only one offline. I have tried to unplug the camera and plug it back into reset it, but that has not worked.\nCustomer: The camera does not emit neither a green nor blue light\nHuman Agent: Hello, my name is Grant. There will be a green or blue light inside of the camera when it is powered on. You would want to look in the front of the camera and it will be next to the camera lens. Can you unplug the camera, plug it back in, and look for the light in the camera?\nCustomer: The camera does have power, but is still not working \nHuman Agent: It may be hard to see the light in the camera depending on where you have it mounted. You can try covering the camera lens to see if the infrared lights turn on when the camera is not able to sense any light.\nCustomer: I will take a look\nCustomer: Yes. One of the outdoor cameras is working but the one next to it is not.\nHuman Agent: Okay, I understand. For the camera that is not working, did you unplug the camera, plug it back in, and look for the light inside of the camera? Did you try covering the camera to block any light to the camera to see if the infrared lights turn on?\nCustomer: Yes, it does not respond."]
["Customer: hola buenos dias\nCustomer: me podrias ayudar a como puedo cambiar mis camaras de red wifi\nCustomer: eyer lo intente asi .pero no me deja\nCustomer: tengo conectadas mis camaras zmodo en mi oficina ,pero las quize conectar en mi casa y no puedo cambiar la configuracion de la red que puedo hacer\nCustomer: no tengo que desinstalarlasnde la red actual primero\nCustomer: gracias\nCustomer: hay una camara que me pide actualizarla ,pero cuando casi acaba el preceso de actualizacion me sale error\nCustomer: si estan conectadas a la misma red  y esta bien la red\nCustomer: esta en azul fijo\nHuman Agent: Hola, te has comunicado con atención al cliente. Te habla Marcela. ¿Podrías darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras.\nCustomer: ZMD13GHDA245513\nHuman Agent: Gracias\n\nHuman Agent: Para comprobar el estado actual de la cámara, mire la luz indicadora que se encuentra en la cámara o en su interior. ¿Parpadea en verde o se ilumina en azul?\n\nCustomer: AZUL\nCustomer: ESTABLIE\nHuman Agent: Okay \nHuman Agent: ¿Y la cámara azul sólida es la que tiene este ID ZMD13GHDA245513?\nCustomer: SI\nCustomer: ES LA QUE NO PUEDO ACTUALIZAR\nCustomer: ME DICE ERROR\nCustomer: Y APARECE ULTIMA VERSION V8.0.2.02\nHuman Agent: Sí, es probable que sea demasiado antiguo para actualizarlo a través de la aplicación. ¿Tiene acceso a una PC con Windows?\nCustomer: SIII\nHuman Agent: En la PC, vaya a files.zmodo.com, haga clic en archivos de software y, desde allí, haga clic en herramientas NVR. De esta lista, descargue e instale ZBatch1.0.0.14.zip. Avíseme una vez que esté instalado.\nCustomer: YA......PODRIAS ESCRIBIR EN ESPAÑOL\nHuman Agent: El mensaje automático del sistema estará en inglés. Lo sentimos, no se puede cambiar. ¿Dónde se puede instalar el programa zbatch?\nCustomer: YA LO INSTALE\nHuman Agent: ¿Cuál es el mejor correo electrónico para enviar la actualización del firmware?\nCustomer: felipegarciasanchez231@gmail.com\nHuman Agent: En zbatch, haga clic en la pestaña de actualización en la parte superior y luego, en la parte inferior, configure el tipo en IPC. Desde allí, en el lado izquierdo, asegúrese de que solo los dispositivos que desea actualizar tengan una marca de verificación. Haga clic en actualizar y seleccione el archivo de actualización.\nCustomer: bueno deja voy a la paguina\nHuman Agent: Ok\nHuman Agent: ¿Tuviste suerte con la actualización?"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Reset\nCustomer: Customer service chst\nCustomer: Hi\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Can you help me reset two cameras on my account \nHuman Agent: Possibly, are the cameras currently online or are they offline? offline cameras cannot be reset remotely from our end or from the app at all. \nCustomer: Name back yard and right back side\nCustomer: I don’t know why alway lost connection \nHuman Agent: it looks like both of those cameras are offline currently and do not have an external reset button, however lets try to troubleshoot to see what the issue may be. Are you able to see the lights on both of these cameras to tell me what color they are and if they are flashing or solid?\nCustomer: Green \nCustomer: Flashing \nHuman Agent: okay that measn theya re getting power but are not conencting, have you tried rebooting the cameras by unplugging and plugging them back into power at all?\nCustomer: Yeah \nCustomer: Can you help me reset \nCustomer: I try do every day \nHuman Agent: As I stated earlier, its not possible to reset, the cameras are offline and can only be reset if they are online. \nCustomer: Okey \nHuman Agent: If you have tried to do the reset already from the app, it is possible that when they came back online that caused them to reset, if that's the case you would need to go through the setup with the cameras again to reconnect them. Have you attempted to do the setup at all?"]
["Customer: Troubleshooting\nCustomer: Can not get my camera to do a firmware update to connect to my wifi\nHuman Agent: Hi  my name is Wendy.  What is the device ID on the camera that will not do the firmware update?\nHuman Agent: The device ID will be listed on a sticker on the camera and will start with ZMD or GSG\nCustomer: I have 2 cameras. Is it the same on both?\nHuman Agent: No the device ID would be different\nHuman Agent: you can start with just one device ID though\nCustomer: I have one connected with no issues.  The one on my barn is the one that will not connect\nHuman Agent: ok what is the ID on the barn camera?\nCustomer: Give me just a second have to get the ladder\nHuman Agent: ok\nCustomer: ZP-IBH27-W\nHuman Agent: The device ID will be near the model.  It will start with ZMD\nCustomer: ZMD1912HA15259\nHuman Agent: ZMD1912HA15259 may have a typo.  Nothing comes up with this ID.  If possible please attach a clear picture of the ID\nHuman Agent: This camera has been setup before? or is it brand new?\nCustomer: D/static_file/468000f321_1_20241112111844.jpg\nCustomer: Brand new\nHuman Agent: ZMD19I2IHA15259 thanks.  \nHuman Agent: The camera shows online.  What happens when you try to update the firmware?\nCustomer: It downloads for several minutes then either times out or fails\nHuman Agent: how far from the router is the camera?\nHuman Agent: The camera just went offline, was it unplugged?\nCustomer: About 100 ft, bought an extender gor my wifi\nCustomer: No\nHuman Agent: what color is the indicator light on the camera right now?\nHuman Agent: and is the light blinking or solid?\nCustomer: Just a second\nCustomer: Green flashing\nHuman Agent: okay it disconnected from the router.\nHuman Agent: Could you please move the camera inside, plug it into  a wall outlet with just the adapter as close to the router as possible?\nHuman Agent: no extension cords, power strips, or surge protectors.\nCustomer: No, it's mounted on my barn\nHuman Agent: okay the cameras goes offline frequently.  This means either the camera is losing power or losing connection to the router.\nHuman Agent: Where it is mounted in the barn, is it connected directly to a wall outlet with just the original adapter? or is it connected to an  extension cords, power strips, or surge protectors?\nCustomer: Extention cord in my barn\nHuman Agent: unplug the camera from the extension cord plug it directly into a wall outlet with just the adapter, see if that will get the camera to show online.\nCustomer: The cord will not reach my outlet, that's why it's plugged in to an extension cord\nHuman Agent: temporarily could you plug it into a wall oulet? \nHuman Agent: For a USB power adapter, add 1amp per 6ft wire. So if you purchase a 10ft adapter, it would need to be 5V 2A Micro USB.\n\nhow long is the extension cord that you are using?\nCustomer: Will not reach an outlet. I will move the camera closer to the house and try again. Thank you for your assistance \nHuman Agent: okay thanks"]
["Customer: Customer service \nHuman Agent: How can I assist you?\nCustomer: My bedroom camera is not working \nHuman Agent: Could you unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: Ok\nCustomer: No light\nCustomer: Green light \nHuman Agent: Is the light a solid green or flashing green?\nCustomer: It working now\nHuman Agent: Good. It looks like restarting the camera brought it back online, then."]
["Customer: Set up\nCustomer: Hi, I'm having trouble setting up my camera\nCustomer: The final step of the QR set up. The light will turn to flashing blue, but the app never goes into the next step\nCustomer: Yes, I've done all of that\nCustomer: So what do I need to do?\nCustomer: How do I get it to connect?\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: Zmd16LGi7536812\nHuman Agent: ZMD16LGI7536812 can use Zink or QR code setup.\nCustomer: Yes, I've tried both\nHuman Agent: When you are going through the QR code setup process it gets stuck when you are scanning the QR code?  \n\nIt blinks blue but does it go back to blinking green after that?\nCustomer: Yes\nHuman Agent: Could you please go to your phone's settings for the Zmodo app and make sure location is enabled while using the app?\nCustomer: Sure\nCustomer: Ok, just did that\nHuman Agent: okay please go through setup again. \nCustomer: Ok\nHuman Agent: When the indicator light switches to solid blue that means it will be connected to your network.\nCustomer: It worked! Thank you!\nHuman Agent: Great! Glad you got it connected."]
["Human Agent: cant download update keep failing on my app on andriod phone\nHuman Agent: i have great speed\nHuman Agent: device update option update available but it saying every time you update its keep failing\nHuman Agent: did you get what i m saying \nHuman Agent: you have device update avaiable on you zmodo app but once you hit update i will strat downloading but at the end it will say update failed\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Which device are you trying to update?\nHuman Agent: do you have a list of my device i have so many\nHuman Agent: Yes, what is the name of the device you're trying to update?\nHuman Agent: all the white camercas with antena now contecting online ont the app\nHuman Agent: saying new frameware update but update keep failing to download\nHuman Agent: It looks like the vast majority of those cameras are offline. Do you have them unplugged? Only luxor3 and eng2 are online of the white cameras. \nHuman Agent: Actually, both of them are offline now as well. \nHuman Agent: no all of ones got online because i can c on ,my desttop site with motion clips i can c it but but cant c live on my mobile app\nHuman Agent: is it possible to call me so i can explain on the phone 8642371565\nHuman Agent: No, we do not have any callbacks available for the day. You may schedule for a future date or otherwise I can help you from here. \n\nYes, you cannot see live as they are not online. It's possible they've been going in and out at times, hence the occasional events. \nHuman Agent: so what is the deal with the message frameware update?\nHuman Agent: it showing in red when click to specific camera new version available but keep failing to download if you can help me just update new version\nHuman Agent: They have a firmware update available, but they would need to be online with a steady connection to update properly. You will not be able to update them successfully until they're steadily online. What is the current indicator light status of your cameras? I'll need to know color and whether they're blinking. \nHuman Agent: they are steady and blue light soild\nHuman Agent: Okay, while on the same wifi network as the cameras, please google speed test and let me know the upload speed listed when you test. It would first test download speed, but we want to check upload speed. \nHuman Agent: yes they on same wifi network i ll do speed test\nHuman Agent: Okay, for your current devices, you would be looking at a need of around 50mbps of upload speed for just these devices to work properly. \nHuman Agent: That is not considering the upload speed requirements of any other devices that may be on your network, though the majority of devices primarily use download bandwidth. \nHuman Agent: k let me run test first\nHuman Agent: Okay. \nHuman Agent: upload is 37mbps\nHuman Agent: download 216\nHuman Agent: Okay, unfortunately your upload speed is not fast enough to properly support your devices. You would either need a faster internet plan or would need to remove cloud from many of your devices (as 1080p cameras typically require around 2mbps of upload speed per camera without cloud or 4mbps of upload speed per camera with cloud).\nHuman Agent: its still recording but i cant c live on my mobile app\nHuman Agent: Yes, your NVR is on the same network so all of the cameras would still be able to communicate locally with it, this would impact the ability for devices to communicate with our servers properly. \nHuman Agent: so what you suggesting\nHuman Agent:  You would either need a faster internet plan or would need to remove cloud from many of your devices (as 1080p cameras typically require around 2mbps of upload speed per camera without cloud or 4mbps of upload speed per camera with cloud).\nHuman Agent: k i ll call spctrum and find than i ll reach out to you again\nHuman Agent: Okay."]
["Customer: Troubleshooting\nCustomer: \nMy doorbell is blinking green and it’s not working. What can I do?\nCustomer: I’ve had the doorbell a while. It just started blinking green and not working.\nCustomer: How do you turn off the doorbell?\nHuman Agent: HI my name is Wendy.  ZMD14GJH3001708 front door camera shows offline.  Is this the camera you are needing help with?\nCustomer: Yes\nHuman Agent: The indicator light is blinking green?  That means the camera is in setup mode.  Are you wanting to set the camera back up again to get it online?\nCustomer: Yes\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\nCustomer: Should I delete the device first on the app?\nHuman Agent: no need to delete it.  it just needs to be setup again\nCustomer: Yes. It says to make sure my phone is set up with my Wi-Fi which it is, and it won’t go any further than that\nHuman Agent: Correct.  Your phone needs to be connected to your 2.4GHz wifi channel.\nHuman Agent: Do you enter your wifi password? or where do you get stuck?\nCustomer: Trying to scan the QR code on my doorbell nothings happening\nHuman Agent: phone screen is bright.   Background display is light?  When you are going through setup, does the indicator light only blink green? or does it flash between green & blue?\nCustomer: Yes, it’s on the brightest it can go and it’s only blinking green\nHuman Agent: Go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location if that is an option. then go through setup again.\nCustomer: The sun isn’t out could that be the problem? I mean, it’s still daylight but not the brightest.\nHuman Agent: No that shouldn't be a problem.  Its good to be in a bright location but its okay if it isn't real sunny\nHuman Agent: Go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location if that is an option. then go through setup again.\nCustomer: Location is always\nHuman Agent: Okay.  Double check that your phone is connected to 2.4GHz wifi then go through setup again\nCustomer: Nothing \nHuman Agent: still just blinking green? never switches to blue?\nCustomer: It just won’t scan never switches to blue still blinking green\nHuman Agent: if the indicator light only blinks green it is not communicating with your router.  You are sure your phone is connected to 2.4GHz wifi?\nCustomer: Well, it’s connected to my Wi-Fi and I don’t have any trouble with anything else and it was working before so I don’t know what the trouble is\nHuman Agent: Can you double check that your phone is connected to 2.4GHz wifi?\nCustomer: I don’t understand 2.4 GHZ. I have good Wi-Fi.\nHuman Agent: you may have a few options to connect to.  one of them may have a 5G at the end or a 2.4G at the end.  What are your options?\nCustomer: 5g probably. I have my own Wi-Fi. Should I turn it off?\nHuman Agent: your phone should be connected to 2.4GHz wifi for setup -after setup you can connect to 5G\nCustomer: Gosh, I thought I was pretty smart, but I guess I’m not. How do I do that?\nHuman Agent: Go to your phone's wifi -see if you see a 2.4GHz wifi channel option\nCustomer: I don’t see that. I have an iPhone 14.\nHuman Agent: Settings, wifi\nHuman Agent: what is your phone currently connected to?\nCustomer: My home wifi\nHuman Agent: What is the name? is there more than one option?\nCustomer: Can I just get back with you tomorrow? It’s getting a little dark outside and it’s my doorbell that I’m working with.\nHuman Agent: Sure -live chat agents will be available tomorrow 9am-12pm CST and 1pm-6pm CST\nCustomer: 👍"]
["Customer: How do I fix my connection? Both of my cameras say poor connection. \nHuman Agent: Hi my name is Wendy.  Cat box & cam cameras both show offline.  Are the indicator lights on the cameras blinking green right now?\nCustomer: No\nHuman Agent: Are these the cameras you are needing help with? or do you have other cameras? \nHuman Agent: What are the device IDs on the cameras?\nCustomer: Yes\nHuman Agent: What color are the indicator lights on the cameras? and are the lights blinking or solid?  The red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid.\nCustomer: I figured it out sorry to bother you. My son unplugged them. 🤣🤯😡\nHuman Agent: Okay great! Glad you fixed it!"]
["Customer: I have two new wireless camera purchased recently. Both connect without issue, and view fine in mobile application. I am unable to properly communicate with Zmodo NVR. I have other cameras same model that do work on NVR running v16.3.2.12 - the two new that don’t work have v17.4.2.30 - does that version support ZSP protocol to communicate with NVR\nCustomer: How can I downgrade firmware version on camera\nHuman Agent: Hello, you've reached customer care, my name is Kylie. There is no way to downgrade firmware version on a camera. \nHuman Agent: The issue isn't ZSP protocol there, it's that the camera uses a different type of compression that isn't supported by the NVR. Is the NVR you are trying to use the cameras with the one on this account named Zombie DVR?"]
["Customer: Troubleshooting\nCustomer: How do zi reset cameras after storm? I am getting years old tapes\nCustomer: How do I do that?\nCustomer: Troubleshooting\nCustomer: How do I add camera back to account?\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: I do not know how it was initially set up\nCustomer: How do I find initial set up procedure to reset now?\nHuman Agent: Hi my name is Wendy\nHuman Agent: NVR ZMD14CSE9201306 shows offline.  Do your sPoE cameras connect to repeaters? or do they plug directly into the back of the NVR?\nCustomer: I cannot find initial set up procedure on app to reset my cameras\nCustomer: I do not know what any of that means\nHuman Agent: Which cameras are you wanting to setup? What are the device IDs on them?  The ID will be listed on a sticker on the camera and start with ZMD or GSG\nCustomer: What is an NVR?\nHuman Agent: The box that the cameras connect to.\nCustomer: None of them are working since the hurricane.  I am out of state.  \nHuman Agent: Do you have anyone on-site to check the NVR?\nCustomer: No\nHuman Agent: Someone would need to be on-site to check if the NVR is powered on\nHuman Agent: Right now the network video recorder and cameras show offline.\nCustomer: This is critical to assess damage on site.  What can I do?\nHuman Agent: You would need to check if the NVR is powered on, possibly it is unplugged or if the cameras connect to repeaters, that may have been unplugged.  or the router may be down.  \nCustomer: Ok"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: We moved to a different house now I can’t get my camera to link \nCustomer: It’s a solid green light \nCustomer: I can’t get it too pair with the QR code \nHuman Agent: Hi my name is Wendy.\n\nSolid green can indicate a power issue.\n\nIs the camera connected directly into a wall outlet, a power strip, a surge protector, or an extension cord?\n\nIf you are using a power strip, surge protector, or extension cord, please unplug from that, plug the camera in directly to a wall outlet with the original power adapter.\n\nOr try a different working power adapter, see if that will get the cameras to power on and start blinking green or switch to solid blue.\n\nCustomer: Still no luck\nHuman Agent: You tried a different wall outlet and a different power adapter?\nCustomer: The camera has a solid green light \nHuman Agent: Solid green can indicate a power issue.\n\nIs the camera connected directly into a wall outlet, a power strip, a surge protector, or an extension cord?\n\nIf you are using a power strip, surge protector, or extension cord, please unplug from that, plug the camera in directly to a wall outlet with the original power adapter.\n\nOr try a different working power adapter, see if that will get the cameras to power on and start blinking green or switch to solid blue.\nCustomer: Ok"]
["Customer: Customer service person\nHuman Agent: How can I assist you?\nCustomer: Have a camera thatwill not connect with the internet \nI have done all the trouble shooting and still nothing \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Standby i will get it\nCustomer: ZMD33JAE8201320\nHuman Agent: Thank you. Could you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Blue flashing \nHuman Agent: Alright, watch the light and let me know when it changes. It will change to flashing green or solid blue. It usually takes about a minute.\nHuman Agent: It may change back and forth, so keep an eye on it.\nCustomer: Did that \nAll i get after the green is a blue flashing \nHuman Agent: Yes, and it will change from the blue flashing light. If it changes to green flashing, then it will only change briefly before going back to flashing blue. That is why you want to watch it closely and see if it changes. It is likely changing back and forth between flashing green and flashing blue. But since it will not be flashing green for long before it changes back to flashing blue, you will want to watch it.\nCustomer: It will not connect even sitting next to the router \nCustomer: It has been flashing blue for 3 days\nHuman Agent: That is why I am asking you to watch the light and tell me when it changes. If it is flashing blue it will be changing between flashing blue and flashing green. So you need to watch it consistently for a minute or so to make sure it is changing.\nCustomer: No change in color, goes from green to flashing blue and stays there\nHuman Agent: Okay, can you unplug the camera again, plug it back in, and watch the light the whole time and tell me when it changes?\nCustomer: I've done that about 5 times already\nHuman Agent: I understand. If the camera only flashes blue and does not change, then the camera cannot be setup. I am trying to walk you through specific steps so we can try to figure out what is wrong with the camera and get it setup.\nCustomer: I'm 67 and really don't want to climb the ladder again\nHuman Agent: Are you able to see the light in the camera right now without climbing the ladder?\nCustomer: No\nHuman Agent: Okay, so the light may be changing and you would not know because you are not looking at it right now. You need to be with the camera and able to see the light to troubleshoot it.\nCustomer: This camera is the only one out of the 8 that gives me an issue. Been that way from the beginning \nHuman Agent: I understand. I cannot troubleshoot it remotely, so you would need to go to the camera, unplug the camera, plug it back in, and watch the light in the camera.\nCustomer: Not gonna happen right now it's 18 degrees \nHuman Agent: That is fine, I understand. Since the camera is offline you would need to be with the camera to troubleshoot it. You can always contact us when you are able to get to the camera to troubleshoot it."]
["Customer: Troubleshooting\nCustomer: My front door camera has been spinning for days now \nHuman Agent: Hello, my name is Grant. It looks like that camera is going online and offline frequently. That is usually caused by network connection issues. The most common causes are the signal strength at the camera and the upload bandwidth. Are you there with the camera to troubleshoot?"]
["Customer: How do I change WiFi settings?\nCustomer: How do I change the WiFi settings for my cameras?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Did you change the router or the Wi-Fi name or password to make the cameras drop offline?\nCustomer: Both"]
["Customer: Troubleshooting\nCustomer: Agent \nHuman Agent: How can I assist you?\nCustomer: Hi. Our cameras we pay for turned off and they won’t reconnect \nCustomer: I cycled power. Deleted and tried to reinstall. QR code doesn’t read \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I’m not with cameras at the moment. Just seeing if maybe they need to be updated and that’s why they won’t connect \nCustomer: They are 4-6 years old \nHuman Agent: The cameras would need to be online in order to update. There are a few potential reasons the cameras may not have been setting up. They may not use the QR Code setup. Or there may be a power issue or an issue with the QR Code on the phone.\nCustomer: Is there a contact phone number?\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: Scheduled call \nHuman Agent: Yes, you may schedule it via the schedule a call link I sent. Were you having trouble there? You would need to enter your phone number with nothing but the numbers in the format of XXXXXXXXXX. \nCustomer: Do I get a text confirmation?"]
["Customer: agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\n\nCustomer: all of my cameras, my wired cameras are off-line. I have reset the modem, the router, and the two NVR’s. I started the modem then the router then plugged in the NVR’s. All of my cameras are still off-line. I tried removing one from my account and resetting it using the QR code and it won’t recognize the QR code.\nCustomer: i’m 70 years old, it would really help if I could talk to somebody in person\nCustomer: I have SPECTRUM and they tell me that the camera should recognize the 2.5 on my router\nHuman Agent: Okay, Let me look up your account, We have phone support available you will just have to fill out the schedule sheet for us to call you, would you like for me to send that in the chat here for you?\nCustomer: yes, i’ve been told there is no phone support\nCustomer: I really need to get the cameras working, and if somehow we can do it through a chat, it would be greatly appreciated not to have to wait until later\nHuman Agent: That is not true, we just now only have outbound calling and do not take inbound calling anymore. \n\nCustomer: do you need anything from me to find my account?\nHuman Agent: I am happy to help you via chat here, but I can also send you the call schedule if you would prefer to talk to a rep directly instead, what would you prefer?\nCustomer: let’s see if we can fix it first before you send me the schedule\nCustomer: I tried to update the software for each camera, but I can’t figure out how to do it, do you think that might be the issue?\nHuman Agent: okay, as for your account it shows for me that you have an account under the email robnhd4@aol.com, is that the correct account you manage your devices and sue them from or do you have another?\nCustomer: yes\nHuman Agent: With wired cameras they do not have updates so that would not be the issue, only wireless cameras and the NVR can get updated. \nCustomer: my wireless ones are working fine, the problem is I rent and I can’t run power to eight cameras unless the landlord agrees. That’s why I use the wired cameras.\nHuman Agent: Okay, Can you tell me the Model and the ID numeber of the NVR that the wired cameras are plugged into right now? it will be on the bottom on a sticker, the ID wills tart with a ZMD, 14, or 15. \nHuman Agent: if its easier for you to take a picture of the sticker and send it in chat that is also perfectly fine. \nCustomer: i had to buy 2 because The original one went out of service\nHuman Agent: Okay, can you give me the model and ID info on both of them then \nCustomer: D/static_file/882ba6116c_1_20241104142353.jpg\nCustomer: D/static_file/941897f5f7_1_20241104142418.jpg\nHuman Agent: The Funlux sticker is the one I need, I will begin to look this up\nCustomer: D/static_file/4999e3a2da_1_20241104142548.jpg\nCustomer: are these the right ones?\nCustomer: i had a 8 port nvr but i had to buy 2 that had been rebuilt so I could get eight connectors\nHuman Agent: Yes, It will take me a moment to look up both of these devices. While I am researching them can you make sure both of these are plugged into power and are also plugged into your router properly.\nCustomer: they are on And the lights are all green and yellow they are plugged in\nCustomer: when I try to connect to them, I keep getting a cannot get a secure connection\nCustomer: they were working fine last week\nHuman Agent: Okay, and you haven't changed your router at all or accidentally unplugged any of the ethernet cords leading to these correct?\nCustomer: no, i’ll recheck them now\nHuman Agent: Okay.\nCustomer: they are all securely plugged in\nCustomer: my TV, phone, printer, and computer are all tied to the router correctly\nHuman Agent: Okay, lets try resetting the NVRs that the cameras are plugged into, For this process we will need to unplug them from the router so that the reset process does nto accidentally reset the wireless cameras, we only want to reset the NVR with the wired cameras. \nCustomer: ok\nCustomer: how long do I need to wait?\nHuman Agent: Once you unplug them from the router, you will push the reset pin on the back of both, you can use a paperclip or a small pin, just press and hold it for 30 seconds, let me know once you have done that before continuing. \n\nCustomer: done\nHuman Agent: Okay, Lets plug them back into the router now, after about a minute try checking the app and let me know if you are able to see them at all\nCustomer: ok\nHuman Agent: Okay\nCustomer: says poor connection, nothing has moved since I bought them and installed them\nCustomer: they are less than 20 feet from the router\nHuman Agent: distance to the router wouldn't be an issue, they get there internet connection via the ethernet cords directly not wirelessly like the wireless cameras do. \nHuman Agent: To confirm, both of these NVR repeaters you have the wired cameras plugged into are plugged into your router with an ethernet cord directly correct? you are not using what is called a Ethernet switch to plug these in and then into the router right?\nCustomer: i have a splitter i have been using since i had to buy 2 nvrs. it has been working great since then\nCustomer: D/static_file/2dbed033fc_1_20241104145819.jpg\nHuman Agent: That sounds like what the problem is,  With Switches (your splitter) when you do a reset or something occurs on the router or sometimes even randomly they will stop sending the data from NVR or NVR repeaters to the router properly. \nCustomer: let me try the reset again\nCustomer: is that ok?\nHuman Agent: Do you have the ability to plug the NVR repeaters and the NVR directly into the router at all?\nCustomer: only one of them\nHuman Agent: Would it be possible to try plugging the other two into the router directly at all?\nCustomer: I unplugged the wrong ethernet cable before I reset the NVR’s, can I try it again?\nHuman Agent: I wouldn't do another reset, one time should be enough for now. \nCustomer: The NVR’s were still plugged into the router when I reset them last time\nHuman Agent: If you still pressed the Pinhole on the back of both it is perfectly fine, in the future though make sure you unplug them from the internet before resetting so they do not try and reset the wireless cameras as well, youa re fortunate here that becasue both of these are plugged into a switch that because the switch is causing the issue that the reset did not make the wireless ones reset though. \nCustomer: are are you saying that the switch is the problem?\nHuman Agent: I believe that is causing the issue yes, especially more now knowing how you did the reset with them still being plugged in via ethernet, The Only way to be able to tell for sure is to plug the NVR repeaters you have into the router directly then see if you are able to see the cameras live \nCustomer: I cannot plug both of the NVR’s in that I had to buy from y’all that I only have four parts on each NVR. My router only has three total plug-ins for ethernet one to my TV one to the NVR and another one to the router.\nHuman Agent: We don't recommend using switches or splitters (they function much in the same way as a switch) due to them suddenly stop sending the NVR or NVR repeater data properly to the router so they can comunicate. \nCustomer: y’all quit manufacturing an NVR that has eight ports to it\nHuman Agent: Yes, we only have the 4CH NVR repeaters unfortunately. \nCustomer: I had to buy two refurbished NVR‘s that only had four ports apiece from yall\nCustomer: otherwise, I have to pay the electrician $1500 to pull electricity to where all my cameras are\nHuman Agent: Yes, I dont believe the issue is with the NVR relpeaters you have, I believe the issue is that they are plugged into this splitter. \nCustomer: let me plug one of them directly into the router and see what happens\nCustomer: that’s the problem when y’all quit making wired cameras that an existing house or a renter can’t afford an electrician to install y’all’s wireless cameras\nHuman Agent: Options you would have is to plug them directly into the same router as the NVR, or replace the splitter you have with another one, but I cant guarentee it will work as the issue coems form them beign plugged into a switch or splitter. If you do go with the latter option and it does work its hard to say how long as they can randomly begin to act up to where you have to replace them again. \nCustomer: is there a 8 port nvr compatible with your cameras and app\nCustomer: yes\nCustomer: hello\nHuman Agent: I apologize, the agent you were speaking with is having a technical issue at the moment. We have not produced NVRs since 2018 so we do not have any directly, but it's possible you may be able to find a used 8 port NVR from Zmodo or our partner company Funlux. In those cases it would be best to check in first if you see one you're curious about though as not all would be compatible. \nHuman Agent: Hello, I apologize, I experienced a technical issue. \nHuman Agent: There are no third party 8CH repeaters that would be compatible with the wired cameras unfortunately. \nCustomer: not even funlux\nHuman Agent: No, Funlux is a partner of ours so they are not considered a third party, they do not have any 8CH repeaters in stock, like us they are also not making any new NVRs or NVR repeaters."]
["Customer: Troubleshooting\nCustomer: Hi I just got done your system today and I'm trying to install my cameras unfortunately I haven't been successful\nHuman Agent: Hi my name is Wendy.  The NVR connected to this account is online but the cameras are all offline. \nHuman Agent: What color are the indicator lights on the cameras? and are the lights blinking or solid?  The red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid.\n\nCustomer: 💚 \nHuman Agent: You see green indicator lights?  are the green indicator lights blinking green or solid green?\nCustomer: Salad green\nHuman Agent: Solid green?  on all 8 cameras?\nCustomer: Yes\nHuman Agent: Solid green can indicate a power issue.\n\nAre the cameras connected directly into a wall outlet, a power strip, a surge protector, or an extension cord?\n\nIf you are using power strips, surge protectors, or extension cords, please unplug from those, plug the cameras in directly to a wall outlet with the original power adapters.\n\nOr try different working power adapters, see if that will get the cameras to power on and start blinking green or switch to solid blue."]
["Customer: Do you have a compatible replacement camera for my older version system (ZP'NE14-S)\nCustomer: One of my cameras has failed do you offer a replacement that works with my system \nCustomer: -1\nHuman Agent: Hi my name is Wendy.  We no longer sell sPoE cameras or wired camera kits.\nHuman Agent: the best place to try and locate a sPoE camera would be on eBay\nHuman Agent: You can use the picture I will attach in just a moment, match it up to your current camera cable ends then search on eBay for Zmodo 1st/2nd/3rd generation sPoE camera.\nHuman Agent: D/static_file/7c05ac3c17_1_20241029152620.png\nCustomer: Ok thanks \nHuman Agent: You're welcome"]
["Customer: Why do I not have sound\nCustomer: Why don't I have sound on these cameras\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. They do not have audio features only video.\n\nCustomer: None of your cameras have voice ? Thus is stupid my friends just bought 2 cameras and no monthly fee that have voice on them\nHuman Agent: Our indoor only mini cameras do have audio functions. It is just our outdoor cameras due to the weather proofing they cannot have exposed openings for speakers or mics"]
["Customer: ZMD1912IHA28121 camera id not linking up\n\nCustomer: Agent \nCustomer: My apologies I was speaking with someone earlier and something suddenly came up. My camera id is above \nHuman Agent: Can you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: It is blinking green. Sometimes it goes to solid blue and still not working properly.\nHuman Agent: If it changes to a solid blue, then that indicates that it is connected to a Wi-Fi network. Are you there with the camera?\nCustomer: Yes\nHuman Agent: Alright, it looks like the camera goes online and offline frequently and that is usually caused by network connection issues. The most likely issues are going to be the signal strength and the upload bandwidth.\nCustomer: It normally takes it a while to go to solid blue when it does so. \nHuman Agent: You can test the upload speed of the Wi-Fi network that the cameras are connected to. Make sure that your phone is connected to the same 2.4 GHz network that the cameras are connected to. You can use this website https://fiber.google.com/speedtest/ to test the speed of your network. It will test a download and then an upload speed.\nCustomer: Connection should be fine. I have a camera 20 ft from this one and 2 farther away that are working just fine. \nHuman Agent: Distance is not the only thing that affects the signal strength. I would recommend checking the upload bandwidth first, as that is typically quick and easy.\nHuman Agent: To test signal strength, you can download an app on your phone. If you are using Android, then you will want to download an app called Wifi Analyzer. If you are using iOS, then you can download an app called Airport Utility. You can use these apps to test the signal strength from your Wi-Fi near the cameras.\nCustomer: What about when it is blue and still won't connect? I have attempt to remind device and re-link and still no improvement. \nCustomer: Sorry, that is removed device. \nHuman Agent: A solid blue light means it is connected to a Wi-Fi network, but if you are still having trouble viewing it that also points towards a network connection issue.\nCustomer: My inquiry is: is there a problem with camera other than connectivity? My interpretation is blue means it should be linked properly. \nHuman Agent: It is unlikely to be anything else. Everything you have described so far and everything I see from my end indicates a network connection issue. That is why I suggested checking the signal strength and the upload bandwidth.\nCustomer: Can you do a reset on the camera from there?\nHuman Agent: No, the camera is offline. I cannot communicate with the camera remotely when it is offline.\nCustomer: Is there warranty on your cameras? I installed this one in May. \nHuman Agent: Yes, there is a 1 year warranty, but if nothing is wrong with the camera, then we would just send back the same camera and you would be charged for shipping and be without a camera for several days.\nCustomer:  I will be sure to revert telling everyone to purchase these. My in-laws were having problems with brand new cameras after I recommended these to them. We were to receive a call from a technician and never received that call with them deciding to be satisfied with what did work. Zmodo support is a joke. Thank you and I hope you enjoy your day. \nHuman Agent: Unfortunately, I cannot help you if you do not do any troubleshooting with the camera. We would be more than happy to help you troubleshoot to figure out why the camera is offline and how to get it back online if you want to contact us again. Have a good day."]
["Customer: customer support\nCustomer: how do i reconnect a camera that was deleated from app, without a reset button, and the light stays green steady\nHuman Agent: Hello, if the cameras light is staying solid green thats an indication that there may actually be a power issue. Its not normal for the cameras light to stay solid green, are you sure its not flashing green or a solid blue at all?\nCustomer: no it only stays solid green\nCustomer: we have eeven turned the power to it off and on and it still goes to green steadt\nCustomer: steady*"]
["Customer: Hello.  We just updated our internet for a few cameras at my home in Mexico \nCustomer: Agent\nCustomer: Age t\nHuman Agent: Hello, you've reached customer care, my name is Kylie. are youa t the location that the cameras are currently?\nCustomer: No, I'm not, and my mother in law whose home\nIs unable to do this\nCustomer: Is there something you can do on the back end\nHuman Agent: I see, Unfortunately when you change the router or reset the rotuer to reconenct the cameras you have to go through the setup with the cameras to reconnect them again \nHuman Agent: there is no way for us to comunicate with the cameras if they are offline, when the router was changed it caused the cameras to drop offline so unless someone there is able to go through the setup with the cameras they wont come back online,  nothing can be done remotely. \nCustomer: Setting up is pretty much the scanning of the QR code right\nCustomer: And we have to do it individually \nHuman Agent: Sometiems you cna get multiple to connect once one connects, it sends out the signal aroudn it to reach the other cameras, though if they are too far appart or the camera does not pick up that signal then you would need to go through the setup again to reconnect. \nCustomer: Ok thanks \nHuman Agent: I recommend rebooting the cameras by unplugging and plug them back in before you do the setup, this can help with one connecting others easier. \nCustomer: Ok thanks\nHuman Agent: You're welcome. Hope you have a wonderful day"]
["Customer: Set up\nCustomer: How to set up Microphone \nHuman Agent: Hello, you've reached customer care, my name is Kylie. The microphone is not something that is setup on the cameras. The cameras on your account don't have a microphone or speaker built into them so they don't support audio due to that. \nCustomer: Yes I’m here"]
["Customer: Zmodo camera won't update. Says failed, retry. Good internet. Tried several times. Camera MTAX.\nHuman Agent: Hi my name is Wendy.  Which camera are you trying to update?\nHuman Agent: Wellhouse or Storage Camera?\nCustomer: MTAX, WELLHOUSE CAMERA\nHuman Agent: Wellhouse camera currently shows offline.  What color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: It's on a pole. Can't see without a letter.\nCustomer: Lattwr\nHuman Agent: okay please check what color the indicator light is and check if the light is blinking or solid when you have time to."]
["Customer: Troubleshooting\nCustomer: Hi. My camera don't Work \nCustomer: Is not doing nothin \nCustomer: No\nCustomer: I ready check all. Stll don't Work \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you working with the camera named Marcos Dealer 2? If so, what is the indicator light status? I'll need to know color and whether they are blinking or solid."]
["Customer: Troubleshooting\nCustomer: My camera is not connecting \nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zdm19a4lh515901\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?"]
["Customer: I have 6 cameras, 2 of which are not powering on. They have not been used in several months but were working the last time I used them. They were deleted off the account while not in use. \nCustomer: I have done all of the things listed above\nCustomer: How do I get my cameras to power on? \nCustomer: I have done that and they are still not working \nCustomer: Oh my god! You are not helping at all!!!!!\nCustomer: I have specifically told you my problem…you keep giving me things to do that I have already done. Give me customer support info please for the love of Christ! \nCustomer: Please tell me you are a live agent and not some ai generated response crap! \nHuman Agent: Hello, you've reached customer care, my name is Kylie. When you look at the lights on the camera's what is the color and are they flashing or solid?\nCustomer: The camera will not power on…so there’s no lights. I’ve checked all the things. It’s plugged in to a good power source, there is no damage, all power cords are good. \nCustomer: The cameras have not been plugged in or used in several months, we moved and I’m just now getting them pulled out of storage, so no need to reboot. I can’t power the devices on to even do an update. \nHuman Agent: Okay, can you try swapping the cord on these cameras with one you know is working to see if it tried to react at all for me, it could be there is an issue with the cords but cant be seen externally. \nCustomer: Yea I’ll do that real quick \nHuman Agent: Okay\nCustomer: I’m working on it, I have to remove tape we put on that spot to protect it from weather \nHuman Agent: Okay\nCustomer: Ok, so it is the power cord \nCustomer: Thanks for your help, I’ll go get new power cords for them. I didn’t even think to try that out. \nHuman Agent: No problem, For the cord, we use a 5FT cord with a 5V 1A wall adaptor, you can have longer cords, but for ever extra 5FT in length the amperage needs to raise for the wall adaptor, so for 10FT cord it would need a 5V 2A wall adaptor."]
["Customer: How to Enable the speakers to my cameras \nCustomer: 1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The cameras you have on the account do not have a microphone or speakers."]
["Customer: No sound\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How can I assist you today, the camera on the account doesn't support audio, it has no microphone or speaker."]
["Customer: Troubleshooting\nCustomer: Just green light on and it blinks won’t connect just stopped working \nCustomer: I’ve done all that it won’t work still\nCustomer: I have done everything above and my camera still won’t work won’t connect is just green \nCustomer: I have done all that and no my camera still won’t connect \nCustomer: It’s blinking green but won’t connect still it’s not my WiFi it’s the camera \nCustomer: I have done that all already!!!\nCustomer: No o want to speak to a human \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Is this the camera on your account named Porch you're trying to reconnect? \nCustomer: No it was called castle I deleted it and am trying to reconnect it because it stopped working for some reason and it just blinks green and won’t let me set it back up\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD19A4IH514969\nCustomer: I can hear it clicking and is green but isn’t connecting \nHuman Agent: Okay, does it stay flashing green? Or does it change between a flashing green and a solid green?\nCustomer: Change between flashing and solid\nHuman Agent: Okay, if it is changing back to solid green, then that indicates a power issue. Is the camera plugged in to an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: An extension cord \nHuman Agent: Can you try plugging the camera in directly to a wall outlet? If it continues to restart, then you will want to try using a different power adapter.\nCustomer: Ok it’s plugged into direct wall now so o try to set up again?\nHuman Agent: Now you want to watch the light in the camera.\nCustomer: Okay it’s still doing same thing\nHuman Agent: Then you will want to try using a different power adapter. The camera uses a 5V1A power adapter. You may want to try using the power adapter from a working camera.\nCustomer: I have it plugged into where I did have a camera working. \nHuman Agent: No, not the outlet where you had it working. But the power adapter. The adapter may be the issue, so you would want to try another adapter and cable.\nCustomer: Where do I get that??\nHuman Agent: You can use a power adapter from a working camera.\nCustomer: Okay so then what how do I get that camera to work if I take the cord from it???\nHuman Agent: Right now we are just troubleshooting to see if it is an issue with the power adapter. After we have tested it you can plug the camera back in with the power adapter. If the issue with this camera is the power adapter, then you would replace the power adapter.\nHuman Agent: But you will want to test it to see if it is the camera or if it is the power adapter.\nCustomer: Ok I did that and it still won’t work\nHuman Agent: If the camera does not work with the power adapter and cable from one of your online cameras, then it is the camera that is the issue. At that point, replacing the camera would be the solution.\nCustomer: Okay and so I have to pay for a new camera ? That isn’t even that old ? \nHuman Agent: The camera would have a 1 year warranty from when it was purchased if it was purchased new from us. You can go to https://www.zmodo.com/rma/ to fill out the warranty form if the camera is still under warranty."]
["Customer: Customer service \nCustomer: I just paid for cameras there not working \nHuman Agent: There are two cameras on your account and both cameras are offline. There are several reasons they may be offline. \nHuman Agent: First, have you changed your router, Wi-Fi name and password, or your internet provider recently?\nCustomer: No I haven't \nHuman Agent: Are you there with the cameras to troubleshoot them?\nCustomer: Yes I didn't pay for them till now \nCustomer: No I'm not that's why I need them working\nHuman Agent: The cameras being offline is separate from a subscription.\nHuman Agent: Okay, you would need to be there with the cameras to troubleshoot them and connect them to the internet so they will be online."]
["Customer: Troubleshooting\nCustomer: talk wit agent\nHuman Agent: How can I assist you?\nCustomer: talk to agent\nCustomer: hi i am not able to connect my camera with my 2.4Ghz Network \nCustomer: Zmd1912IHA16246\nCustomer: flashing green\nCustomer: can you please guide me how to connect with that \nHuman Agent: Alright, lets try the QR Code setup. When you get the QR Code on your phone screen, hold the phone screen close to the Zmodo camera lens and slowly pull the phone screen back. Watch the light in the camera closely and let me know if it changes from the flashing green.\nCustomer: it go to solid green and now changes again to flashing\nHuman Agent: It changes to a solid green when you show the camera the QR Code? Or did you unplug the camera and plug it back in?\nCustomer: no when i scan\nCustomer: then after that start flashing green again\nHuman Agent: It should not change back to a solid green. And the light is not changing to a blue light at any point when you show the camera the QR Code?\nCustomer: No\nHuman Agent: Okay, is the camera plugged in to an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: hello?\nHuman Agent: Is the camera plugged in to an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: on wall\nCustomer: directly\nHuman Agent: It is on a wall? Or it is plugged in to a wall outlet?\nCustomer: on a wall\nCustomer: no outlet\nHuman Agent: The camera needs to be plugged in for power. What do you have the camera plugged in to?\nCustomer: its directly connected on wall outlet are you able to understand me or you don't know the solution just wasting my time\nCustomer: i have 4 camera all working purchased this one and its giving me trouble can i change the outlet if you want \nHuman Agent: You are saying it is on a wall and you said \"no outlet\". So I was asking for clarification since you said \"no outlet\" which I interpreted as there is not an outlet that it is plugged in to.\nHuman Agent: Yes, you can try another outlet. If that does not work, then you will want to try using another working power adapter and cable for the camera.\nCustomer: Zmd1912IHA16246 please check is this connect with other account\nHuman Agent: I already looked up the Device ID when you first provided it. No camera comes up with that ID, which most likely means it has not been setup before.\nCustomer: its go to flashing and solid auto matically\nHuman Agent: Is it a solid green or solid blue?\nCustomer: flashing then solid green then again flashing green\nCustomer: no blue light\nCustomer: i changed the power outlet\nCustomer: as well as power adaptor\nHuman Agent: It should start solid green, but once it changes to flashing green, it should not change back. If it does then that indicates a power issue and the camera is rebooting. Did you try using the power adapter and cable from one of your working cameras?\nCustomer: yes\nHuman Agent: Then it is likely an issue with the camera. The camera would have a 1 year warranty on it. You can go to https://www.zmodo.com/rma/ to fill out the warranty form if you would like to.\nCustomer: but green flashing the solid green then again flashing green"]
["Customer: Hello, I can not get my cameras to update, it’s been a few weeks now where they do not work.  I even swapped new ones out and they do not work.  Can you help?\nCustomer: I have tried this and would like to talk to customer support\nCustomer: Ok thank you \nHuman Agent: The cameras would need to be online in order to update. It looks like one camera that has an update is currently offline, and the other was going online and offline until recently.\nHuman Agent: Are you there with the cameras?"]
["Customer: Doorbell disconnected from wifi\nCustomer: Doorbell quit working \nCustomer: What is the number to call\nCustomer: Agent\nHuman Agent: What light do you see on the doorbell camera?\nCustomer: Green flashing\nHuman Agent: Did you change your router, Wi-Fi name and password, or your internet provider recently?\nCustomer: No, this problem happened a few days after subscribing for the free trial. I’ve never had problems before that. \nHuman Agent: Okay, then there are a few things to try. Restarting the doorbell would be the first thing to do. You will want to remove the doorbell from the bracket. Then hold the doorbell button down until the light turns off. Then wait another 20-30 seconds and put the doorbell back on the bracket.\nCustomer: Anything else I can try?"]
["Customer:  Cameras not showing up on my phone\nCustomer: Both cameras stopped transmitting \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: I need help \nCustomer: My camera can’t find a connection \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Which of your cameras are you currently trying to connect and what is it's indicator light status? I'll want to know the color of the light and whether it is blinking."]
["Customer: Activar sonido \nHuman Agent: Hi my name is Wendy.\n\nLas cámaras que están conectadas a este correo electrónico no tienen función de sonido.  No hay sonido en estas cámaras tipo bala para exteriores.\nHuman Agent: https://www.zmodo.com/1080p-indoor-wifi-camera   La cámara interior Zmodo Mini Pro tiene audio bidireccional.\nHuman Agent: La cámara con batería para interiores y exteriores Zmodo tiene audio bidireccional. Está disponible en Amazon.\n\nhttps://www.amazon.com/Zmodo-Security-Rechargeable-Detection-Waterproof/dp/B0DJ1LFNRP/ref=b2b_gw_d_puwl_d_sccl_1/132-6977896-3820560?pd_rd_w=cZGLS&content-id=amzn1.sym.e29f9610-d9f9-499e-a6c0-e695a640e957&pf_rd_p=e29f9610-d9f9-499e-a6c0-e695a640e957&pf_rd_r=K3JJ9G02WENQXDC56TQE&pd_rd_wg=fYAzT&pd_rd_r=6a781f75-5cfc-4562-bf6c-063f3d507d56&pd_rd_i=B0DJ1LFNRP&psc=1"]
["Customer: Where is reset button on doorbell camera\nCustomer: Model ZH-CJBGC\nCustomer: Reset button on a CJBGC\nCustomer: Where’s is reset button on CJBGC\nHuman Agent: Hello, you've reached customer care, my name is Kylie. That device does not have a reset at all externally. \nHuman Agent: If it is offline I would advise disconnecting it from the power source, drain it by pushing the button, place it back on then if it boots up and only flashes green or blue go through the setup to reconnect it."]
["Customer: Hi \nCustomer: How can i talk through the cameras?\nCustomer: 1\nHuman Agent: Hello, my name is Grant. The cameras on your account are the Zmodo 1080p Indoor/Outdoor Wi-Fi cameras. Those cameras do not have 2-way audio features. That is why the microphone and speakers are greyed out on your app."]
["Customer: Troubleshooting\nCustomer: my new camera has a cloudy ring on the picture at night. It is okay during the day\nCustomer: I've done those steps. It has this cloudy ring since it was new\nCustomer: how do I contact them\nCustomer: agent\nHuman Agent: It sounds like the infrared lights are reflecting. Which camera on your account is having that issue?\nCustomer: ID ZMD19121H400824\nCustomer: ZMD19121H400824\nHuman Agent: You can try making sure that there is nothing near to the camera that it may be reflecting off of. Like a roof, ceiling, or reflective or metal objects (like cars, windows, or other glass).\nCustomer: There isn't. I get the same problem when I relocate it to different views\nHuman Agent: Then make sure the lens is clean and there is not any dirt or smudges on it.\nHuman Agent: Did you purchase the camera new or did you purchase it used?\nCustomer: i received it as a gift new\nCustomer: lens is clean\nHuman Agent: Then you can try having the person that purchased it for you to return it if it is still under warranty. It would have a 1 year warranty from the date of purchase.\nCustomer: Purchaser needs to replace it? \nCustomer: got it for xmas \nHuman Agent: The RMA form requires the invoice or purchase information. So the person with that information would be the person who purchased the camera.\nHuman Agent: https://www.zmodo.com/rma/\nCustomer: OK Thanks\nHuman Agent: You're welcome.\nCustomer: I'll press on with the rma. adios\nHuman Agent: Please let us know if you have any questions.\nCustomer: no more questions"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?\nCustomer: My cameras keep sending me messages every few minutes telling me a car in the drip or the street   I o ly want motion notifications \nCustomer: Driveway \nCustomer: Are you still there ?\nHuman Agent: You can set a motion detection area in the settings for the camera to only detect motion in the specific area you want it.\nHuman Agent: Tap on Live for the camera and tap on the Gear icon in the top right corner to go to the Device Settings for the camera. Tap on Detection Area and you can set the area that you want for that camera.\nCustomer: Ok   I’ll try thank you \nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: My camera is solid green can't connect?\nCustomer: Did not resolve issue\nCustomer: How do I contact them?\nCustomer: I can't connect my camera solid green LED already did first three steps\nCustomer: I already did that I just told you\nCustomer: Connecting my camera camera has solid green LED\nCustomer: You keep telling me the things I've already done\nCustomer: You're stupid I'm trying to connect my camera to my Wi-Fi\nCustomer: That's what I'm telling you it's not blinking green it's solid green\nCustomer: What do we need to do next solid green\nCustomer: This support method is stupid worthless You're not helping me at all\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. If a camera is staying on solid green, it is not booting up properly. Do you have another cable you could try with it? Please make sure there are no extension cables used. \nWe will be closing in 6 minutes at 6pm CT. I would be happy to continue to assist you until then, but the chat will close at that time. If you would like a callback, you may schedule one via the button below. If you would prefer an email follow up instead, please let me know and provide an email you would like me to reach out on tomorrow. \nCustomer: Are you going to help me?\nHuman Agent: I had said \"If a camera is staying on solid green, it is not booting up properly. Do you have another cable you could try with it? Please make sure there are no extension cables used. \". \n\nWe are currently unavailable for live chat support, but you can reach out to us via email support@zmodo.com. Our new hours of availability are:\n\n- Monday to Friday: 9am to 12pm and 1pm to 6 pm CST\n* Excluding Holidays\n\nYou may also contact the chat outside of our hours again to speak to our AI chatbot Mira who can assist with some troubleshooting. I've also sent a callback scheduling form where you can click the button in the chat in order to schedule a callback for a future date if you'd prefer.\n\nThank you for understanding.\nCustomer: This support sucks"]
["Customer: Set up\nCustomer: I got the cameras I have from my uncle awhile back and at the time we only set up 2 of the 4 and now I can’t get the other 2 to connect\nCustomer: They just show red no other colors. Do I need to reset all 4 of them and start over \nCustomer: How do I reset them so that all 4 will connect the same\nCustomer: I don’t understand how to do that though\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.  What are the device IDs on the cameras you are needing help with?\nHuman Agent: The device ID will be listed on a sticker on each camera and start with ZMD or GSG\nCustomer: Hello let me look, where do I find that info?\nCustomer: Oh ok one second\nHuman Agent: The device ID will be listed on a sticker on each camera and start with ZMD or GSG\nHuman Agent: thanks!\n\nCustomer: ZMD16LGI7523658\nHuman Agent: Is this a brand new camera? or has it been setup before?\nCustomer: This one is one that I’m having trouble connecting to the other two that came with the kit that I set up first a while back, and now I was trying to connect this one, and it won’t connect with the other two that came from the same kit\nCustomer: so it’s not new in a sense of how long I’ve had it. It’s new in a sense of when it’s been connected. I guess because I had never connected it yet.\nHuman Agent: is the indicator light on the camera blinking green?\nCustomer: No it’s just red \nHuman Agent: is the camera connected to an extension cord, power strip, ,or surge protector?\nCustomer: No the wall outlet\nHuman Agent: Could you try plugging the camera in with a different power adapter? 5v 1a micro usb?  See if that will get the camera to show a blinking green indicator light?\nCustomer: Yes one minute \nHuman Agent: ok thanks!\n\nCustomer: Ok it was green for a second now it’s blinking red\nHuman Agent: Its the same model as the other two cameras on your account?\nCustomer: Ya they all came together \nHuman Agent: The red light is the IR night vision light.  If you turn lights on, make the room bright, that red light should shut off\nHuman Agent: you should see a green or blue light that is either blinking or solid.  cup your hands around the lens to see it easier\nCustomer: Let me double check the model number to make certain but the little light inside is blinking red still but the big ir light did turn off now\nCustomer: Yupp they’re all the exact same number \nHuman Agent: Stand right next to the camera and check on your phone if you see a ZMD_SAP network in your phone's wifi\nCustomer: Ok. It won’t end this chat if I exit the app right?\nHuman Agent: we will stay connected for 7 minutes without activity\nCustomer: Ok cool one sec\nHuman Agent: ok\nCustomer: No I don’t see it\nHuman Agent: Could you use one of the camera's power adapters to test?  also plug the camera into a different wall outlet?\nCustomer: Like plug the one that’s not connected into the chord of one that is?\nHuman Agent: Its possible the wall outlet isn't working or possibly the power adapter you are using isn't powering the camera\nHuman Agent: you could use one of the power adapters from a working camera to rule that out\nCustomer: Ok I’ll try it\nCustomer: Its blinking red still \nHuman Agent: No green or blue lights that you see?\nCustomer: None. It’s green at first when plugged in and after a few seconds goes to blinking red\nHuman Agent: The two other cameras that you have, you can check those, you should see solid blue indicator lights on those two\nHuman Agent: That is where you would want to look on this new camera for the indicator light. \nCustomer: The 2 that are connected do have solid blue. Those work fine \nHuman Agent: yes\nHuman Agent: both of those show online.  Strange that it is blinking red, maybe the indicator light is going bad so it shows blinking red instead of blinking green/blue?\nHuman Agent: You could go through QR code setup to see if you can get it setup\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: I think it’s messed up because I didn’t do all four of them at the same time when I initially set up the first two. I’ve tried the QR code set up and it does not work. I’ve done everything I possibly could so I’m thinking is there a way to just reset all four of them and start over? \nCustomer: So that I do all 4 simultaneously \nHuman Agent: The cameras don't need to be setup at the same time\nHuman Agent: Its possible the camera is going defective.  When/where was it purchased?  If you attach your receipt here I can check if its in warranty\nCustomer: Oh ok. I will have to change my WiFi router settings momentarily to turn off 5GHZ capabilities to force my phone to connect to 2.4. My uncle bought these a while ago. I will message him and ask him if he has a receipt but I’m pretty sure they’re not in warranty.\nHuman Agent: ok\nCustomer: I’m trying. \nHuman Agent: ok"]
["Customer: Troubleshooting\nCustomer: need to chat with an agent\nHuman Agent: How can I assist you?\nCustomer: Hello ! \nCustomer: quick question\nCustomer: what does mean the led color solid green\nCustomer: it remains solid green for around 20 seconds then it just flashes one time\nCustomer: then again solid green for other 20 seconds and again flashes just once\nHuman Agent: That would depend on the device. Are you talking about on a camera or on an NVR or DVR system?\nCustomer: camera\nCustomer: just a camera\nCustomer: I udnerstand what means solid green and what means flashing green\nCustomer: but not solid green+one flash\nHuman Agent: That means that there is a power issue with the camera. The camera is rebooting. Is the camera plugged in to an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: thank you for the info\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Representative \nHuman Agent: How can I assist you?\nCustomer: Hi there \nCustomer: I had a internet outage, it's fixed but the zmodo are not working \nCustomer: The QR.code is not scanning \nHuman Agent: There could be a few reasons the cameras are still offline. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD18L9IH504142\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Steady green \nCustomer: Blinking green now \nHuman Agent: Alright, if the light is just flashing green and has not changed to blue, then that means it is ready for setup. Can you try the QR Code setup again? This time, when you get the QR Code on your phone screen, hold it close to the Zmodo camera lens and slowly pull it back. Watch the light in the camera closely and let me know if it changes from the flashing green at any point.\nCustomer: Can I go back and keep this chat \nHuman Agent: Yes, the chat will remain open for at least 7 minutes. If it times out and closes, then you can open another Live Chat.\nCustomer: Ok doing now\nCustomer: Mo\nCustomer: No\nCustomer: It was blinking green then blue and then green again and then blue then time out\nHuman Agent: Okay, so it did change color then. That means the camera read the QR Code. Could you send a screenshot of the QR Code that you are showing to the Zmodo camera?\nCustomer: D/static_file/1f8d7e131c_1_20250109132228.heic\nCustomer: D/static_file/67db655f32_1_20250109132346.heic\nCustomer: Did you get it \nHuman Agent: No, it looks like you tried to send an image, but it did not send. Can you try again? Or can you send it to support@zmodo.com?\nCustomer: Just did \nHuman Agent: Okay, the issue is the Location settings on your phone. If you look at the screen before the QR Code, it is asking for your Wi-Fi password. Above where it is asking for your password it says \"Unknown SSID\" instead of showing your Wi-Fi SSID. So you will go to your phone settings and make sure the Location is turned on. Then check the permissions for the app and make sure that the app is allowed to use your phone's location. If there is a Precise Location permission, then make sure that is turned on, as well.\nCustomer: Scanning code now\nCustomer: Still here\nCustomer: It's not scanning \nHuman Agent: Did the light in the camera change?\nCustomer: It's blinking green then blue \nHuman Agent: Is it blinking only green for a while, then only blue, and changing after several seconds? Or is it flashing green with a blue light behind it?\nCustomer: Blinking green for a few seconds then blue \nHuman Agent: And it flashes blue for a few seconds and then changes back to flashing green for a few seconds?\nHuman Agent: And it changes like that when you show the QR Code to the camera?\nCustomer: The back to blinking green  then blinking blue\nCustomer: Yes\nCustomer: Do you have a customer service number to talk \nHuman Agent: Okay, that means that the camera is reading the QR Code. Can you send a screenshot of the new QR Code after you changed your Location settings?\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: Just sent it \nHuman Agent: It looks like you are connected to your 5 GHz network. The cameras connect to your 2.4 GHz network. So you will want to go to your Wi-Fi settings and connect your phone to your 2.4 GHz network.\nCustomer: I don't see that in my wifi settings \nCustomer: I just put my password and it connectes \nHuman Agent: Do you see a network with a similar name to the network you are currently connected to?\nCustomer: No\nCustomer: I sent you a screenshot \nHuman Agent: Then you may want to try restarting your router. If that does not show your 2.4 GHz network, then you will want to check the router settings to see if it was disabled and if you can turn it back on.\nCustomer: I'll try that \nCustomer: Can you give me a few minutes \nHuman Agent: The chat will remain open for at least 7 minutes. If it closes you can always start a new chat and can begin from where you left off.\nCustomer: I'm here \nCustomer: Doing it now\nCustomer: I'm scanning QR code now \nCustomer: Yes still here \nCustomer: Not scanning \nCustomer: Can you just call me \nHuman Agent: Okay, so we do not want to just scan the QR Code right away. Did you restart your router?\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: Yes I restarted \nHuman Agent: Okay, so then lets check your Wi-Fi settings and see if there is another network listed there.\nCustomer: Does it matter if we already had the cameras saved \nCustomer: This reboot happened Saturday \nCustomer: Should I delete them \nHuman Agent: If the network is the same, then if the 2.4 GHz network is broadcast after a restart, then the cameras would reconnect.\nHuman Agent: You do not need to delete the cameras.\nHuman Agent: Lets check your Wi-Fi settings and see if there is another network listed there.\nCustomer: These no other network \nHuman Agent: Okay, if you are not seeing a network with the same name, but without the -5G at the end, then it is likely that your router is not making the 2.4 GHz network. I would recommend checking the router settings to see if the 2.4 GHz network has been turned off or if you can set it up."]
["Customer: camera ZH-IZV15-WAC Pan tilt not available in the app\nCustomer: Camera functions fine except pan tilt feature doesn’t show up in the app\nHuman Agent: Hi my name is Wendy.  You are needing help setup a pan tilt camera?\nCustomer: camera ZH-IZV15-WAC\nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device,  the ID should start with ZMD.  \n\nCustomer: D/static_file/28952d5920_1_20250204162636.jpg\nCustomer: Zmd 13dk47245126\nHuman Agent: ZMD13DK47245126  thanks.  One moment.\nCustomer: Older model\nHuman Agent: What color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: Blue\nHuman Agent: Blinking blue or solid blue?\nCustomer: I can see it in the app and see video.  No pan or tilt and the audio buttons are greyed out I the app\nCustomer: Solid blue\nHuman Agent: Could you please unplug the camera from power for 30 seconds, then plug it back in again?  Let me know if the indicator light switches back to solid blue after its plugged back in\nCustomer: D/static_file/3832c6f3c8_1_20250204162957.jpg\nHuman Agent: Could you please unplug the camera from power for 30 seconds, then plug it back in again?  Let me know if the indicator light switches back to solid blue after its plugged back in\nCustomer: One moment please\nHuman Agent: okay\nCustomer: Powering on now \nCustomer: Solid blue\nCustomer: D/static_file/e50bae87ce_1_20250204163239.jpg\nHuman Agent: Camera still shows offline on my end.  Do you have more than one router at the location? or any wifi boosters/extenders that the camera may be connecting to?\n\nSolid blue means the camera is connecting to something on your network.\nCustomer: Single router\nHuman Agent: Do you have any guest or virtual networks setup on the router?\nCustomer: Nope\nHuman Agent: Could you please unplug the router?  See if the indicator light on the camera stays solid blue with the router unplugged.\nCustomer: It’s connected and I see it in the Zmodo app\nHuman Agent: Camera ZMD13DK47245126 shows offline on my end.  You see the live feed right now on the app?\nCustomer: D/static_file/87dd5af0ba_1_20250204163631.png\nCustomer: This is a view of the device from the meShare app\nHuman Agent: Is your phone connected to your router? or are you using your phone's data plan?\nCustomer: I tried both apps and have the same issues \nCustomer: Router\nHuman Agent: Can you switch to using your phone's data plan for just a minute? Can you view the live feed when your phone is connected to data?\nCustomer: Ok but than will drop our chat???\nHuman Agent: no we will stay connected for 7 minutes without activity\nCustomer: Ok\nCustomer: Still able to access while on cell network.  WiFi off on my phone \nHuman Agent: Strange.  Pleas wait, I am going to check with my supervisor.\nCustomer: D/static_file/03d4798881_1_20250204164050.png\nCustomer: D/static_file/1508a53e06_1_20250204164104.png\nCustomer: Ok\nCustomer: Strange for sure.  \nHuman Agent: On the app tap on the live button of the camera, tap on the gear shaped icon in the upper right, tap on the 3 dots in the upper right, device firmware, see if you can update the firmware for the camera.\nCustomer: Was not able to update but will try again \nHuman Agent: okay thanks\nCustomer: No option to update \nCustomer: D/static_file/c795ffc0fa_1_20250204164520.png\nCustomer: All grey and if I hit the version it does nothing\nCustomer: Thoughts on what to do next?\nHuman Agent: Do you have a windows PC at the location?\nCustomer: I do\nHuman Agent: okay you could try updating the firmware from your PC.  Let me find the info. One moment\nCustomer: I tried the web version of access and nothing different\nHuman Agent: Its a software you will need to download to the PC.  The PC will need to be connected to the same router that the camera is on.\nHuman Agent: just a moment\nCustomer: Ok. Stand by \nCustomer: I’ll open my laptop\nHuman Agent: ok\nHuman Agent: I will email you the info.  johnsez28@gmail.com is the best contact email for you?\nCustomer: Yes\nHuman Agent: okay it may take me a few minutes\nCustomer: Ok.  \nCustomer: Logging onto my laptop and connecting to the 2.4 GHZ network.  \nCustomer: Let me know once you send the email\nHuman Agent: I will\nHuman Agent: Okay just sent the email.\nCustomer: Ok\nCustomer: I haven’t received the email yet\nCustomer: I need to ensure the plan works.   Not sure why the agent left the chat\nCustomer: Still no email with instructions \nHuman Agent: The agent reached the end of her shift, but I'm still here to assist and am aware of the situation. Did you check your spam? I'll resend the email. \nHuman Agent: Actually, I see one issue that may have resulted in it not being delivered. One moment as I change that. \nCustomer: Thx\nCustomer: Let me know once it’s sent out please \nHuman Agent: Sure, just sent it now. \nCustomer: Can I trust your attached files???\nHuman Agent: Ultimately that is up to you. The attached file is a firmware file for your camera that is zipped while the linked file you would need is a zipped file containing the program used to apply the firmware update from the computer. \nCustomer: Ok. Please stay with me while I attempt this \nHuman Agent: Okay. \nCustomer: Working on it now\nHuman Agent: Okay. \nCustomer: Having an issue with the upgrade portion\nCustomer: I hit upgrade tab but do not see the firmware I downloaded \nHuman Agent: After you downloaded the file, did you extract it from the zipped file? \nCustomer: Yes \nCustomer: Does it need to be in a specific folder?\nHuman Agent: Okay, and so you went to the upgrade tab, swapped TYPE to IPC, hit refresh, selected only that camera, then when you hit upgrade to search for the file, you went to the folder you extracted it to? \n\nIt does not, but you do need to navigate to wherever you had extracted it to. \nCustomer: Missed the pic 🙄\nCustomer: I see it now \nHuman Agent: I'm sorry, I'm unsure what picture you mean. Glad you were able to find it though. \nCustomer: Ipc type\nHuman Agent: Ah, okay. \nCustomer: Darn autocorrect\nHuman Agent: No problem, I hate when that happens to me on my phone as well. \nCustomer: Ok it said operation complete device will reboit\nCustomer: But does not appear to be rebooting \nHuman Agent: Okay, it generally can take a few minutes. Has there been any change to the light so far?\nCustomer: Yep\nCustomer: Went green\nCustomer: Looks like it’s rebooting now \nHuman Agent: Okay, good, looks like it is online now. Please try to view and do the panning and tilting in the app now. \nCustomer: Ok\nCustomer: We have ignition 😁\nCustomer: Thanks \nHuman Agent: Wonderful. Is there anything else I can assist you with for now?\nCustomer: All set\nHuman Agent: Okay, have a good evening!"]
["Customer: My Internet went out the other day and my cameras never reconnected. What do I need to do? \nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\nCustomer: Blinking green\nHuman Agent: Can you unplug the camera, wait 30 seconds then plug it back in. Let me know if you see any lights after? \nCustomer: Ok\nHuman Agent: Thank you\nCustomer: Blinking green again\nHuman Agent: What is the name of the camera you are looking at? \nCustomer: Rear\nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?"]
["Customer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.  Cameras named back door, living room, bedroom, and front door show offline.  Are these the cameras you are needing help with?\nCustomer: Yes\nHuman Agent: What color are the indicator lights on the cameras? and are the lights blinking or solid?  The red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid.\n\nCustomer: Green\nHuman Agent: Blinking green or solid green?\nCustomer: Blanking green\nHuman Agent: You will want to setup the cameras to get them back online.  \n\nZmodo ZINK setup instructions:\n-First go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n-Then turn off mobile data for your phone.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup. Please remain within 5 feet of the camera for the entire process.\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have a tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.  Follow the in-app instructions to complete setup."]
["Customer: Can’t get my camera online \n\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\n\nCustomer: Hi Wendy can't get my cameras to add \nHuman Agent: Hi -Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\nCustomer: Did u receive them?\nHuman Agent: No I have not received the device IDs\nCustomer: 12gm47217659\nHuman Agent: ZMD12GM47217659 thanks.  is the indicator light on the camera blinking green?\nCustomer: Yes\nHuman Agent: This camera uses Zink setup.\n\nZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nCustomer: Ok I'll try this again\nHuman Agent: okay \nCustomer: It just circles back to connect to camera next button after connecting to the zmd\nCustomer: Can't get past that part \nHuman Agent: After connecting to zmd_sap then you should enter your wifi password.  \nCustomer: It will not change the screen or anything \nCustomer: No ability to enter anything\nHuman Agent: Could you provide a screenshot of what you are looking at?\nCustomer: D/static_file/908cfc74bd_1_20241126134500.png\nHuman Agent: It doesn't allow you to tap here to begin setup?\nCustomer: Tap and I connect to zmd and it goes back to this \nCustomer: It's connected to the non internet zmd just doesn't do anything after this \nHuman Agent: Could you please go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location if that is an option?\nCustomer: Yes did both are selected \nHuman Agent: Turn your phone's mobile data off\nHuman Agent: Then go through Zink setup again\nCustomer: D/static_file/df2e2104b4_1_20241126134950.png\nCustomer: Still this is all ya get \nHuman Agent: After connecting to zmd_sap network you should go back to the Zmodo app and it should ask you to enter or select your SSID from the list \nCustomer: Nope it cycles here and to the other screen shot that's it. \nCustomer: D/static_file/b8d33a86e3_1_20241126135200.png\nCustomer: D/static_file/2db7954598_1_20241126135216.png\nCustomer: And back to this\nHuman Agent: Uninstall the Zmodo app, restart your phone, reinstall the app allowing all permissions during the install then go through setup again.\n\nCustomer: Wheww am I Gona lose ya here lol\nHuman Agent: we should stay connected for 7 minutes without activity\nCustomer: Okidoki brb\nHuman Agent: ok\nCustomer: Yep same nothing different \nHuman Agent: You connect to zmd_sap network then go back to the zmodo app and you do not see anywhere to enter your 2.4GHz wifi info? or a drop down list to choose it?\nCustomer: Nope \nHuman Agent: Can you connect to zmd_sap network?\nCustomer: Yep \nCustomer: D/static_file/0354d23360_1_20241126140234.png\nHuman Agent: Your phone is connected to zmd_sap network now right?\nCustomer: No I'll lose data connection and our chat won't load\nHuman Agent: You have to connect to zmd_sap network for setup\nCustomer: Idk why it does that\nHuman Agent: if you have another phone or tablet you could use a different device to do setup from\nCustomer: Will try"]
["Customer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: How do I get my camera to a solid blue light?\nCustomer: My light is continuously, blinking red. I’ve pressed the reset button but it’s still continues to blink red trying to get a solid blue so that I could connect.\nCustomer: I need further assistance\nCustomer: I just moved into my new home. I’m trying to reconnect my Camera to my new Wi-Fi and it’s not letting me it’s just given a continuous, blinking red light.\nCustomer: -1\nCustomer: I did everything you asked, andir still continuously, blinking red\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you send me the cameras Model and ID number, the ID will start with ZMD,"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: You reset my camera camera and now it keeps searching to get online\nCustomer: I have been troubleshooting with you and you said you reset my camera now it keeps getting off-line\nCustomer: -1\nCustomer: I’ve been dealing with you for an hour. They told me they reset the camera it got back online. It was working now. It keeps saying it’s searching to get online.\nCustomer: Can I speak to a live agent?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like all we've done today is restart it which is the equivalent of unplugging it and plugging it back in. \nCustomer: Now every time I check it, it says searching and it takes three or four minutes before it comes back online\nHuman Agent: The indoor camera itself seems to be online. Have you tried hitting live both on data and on wifi in case you're having network issues on one of those? \nCustomer: It’s not a network issue because all my other systems in My Home are working every time I go to check the life part it just circles and circles and circles. It says they’re searching.\nHuman Agent: Are you currently on data or wifi on your phone? \nCustomer: After a couple minutes it connects and then I walk away and I walk in front of again and I look and it just circles searching I have unlimited on my phone\nHuman Agent: Are you currently on data or wifi on your phone? \n\nCustomer: Let me look\nHuman Agent: Okay. \nCustomer: I just turned cellular data off\nHuman Agent: Okay, so you were not on wifi before? If so, please connect to wifi on your phone and then try hitting live. \nHuman Agent: If you already had wifi on, please turn off wifi, turn data back on, and try on data. \nCustomer: Ok if you already had, if you already had Wi-Fi on, please work\nHuman Agent: I'm unsure what you meant to say."]
["Customer: Troubleshooting\nCustomer: One of my cameras is offline\nI did a hard reset .still not working\nCustomer: 1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Is the camera's indicator light currently flashing green?"]
["Customer: Set up\nCustomer: My cameras are NOT detecting the QR codes to addd to my new network\nCustomer: I have one functioning and 3 that are not\nCustomer: Not reading QR codes\nHuman Agent: Hi my name is Wendy.  Neighbors, drivway, and backyard cameras show offline.  What color are the indicator lights on the cameras? and are the lights blinking or solid?  The red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid.\n\nCustomer: No color \nCustomer: On driveway\nHuman Agent: Please try plugging the cameras in to a different wall outlet or try using a different working 5v 1a micro usb power adapter to power the camera to see if that will get the cameras to power on and show the indicator lights\nCustomer: Unable to do that but will disconnect & reset. They were working yesterday until I did the firmware update today\nCustomer: They were all red last night\nHuman Agent: Okay if the cameras will not power on and show the indicator light you will want to swap out the adapter or try plugging them in to working wall outlets\nHuman Agent: The red light is the IR night vision light.  You should also see a green or blue indicator light that is either blinking or solid.\nCustomer: Ok will try \nHuman Agent: ok thanks"]
["Customer: Set up\nCustomer: The camera doesn’t see qr code\nCustomer: I’m trying to set up new device\nCustomer: -1\nCustomer: Representative \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Ok one sec\nCustomer: Zmd19h3i8d18805\nHuman Agent: Thank you. Can you unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: Green on side\nCustomer: Solid \nCustomer: Hello?\nHuman Agent: Alright, if you watch the light for a minute, does it change from that solid green? Does it change to a flashing green?\nCustomer: No\nHuman Agent: Okay, it should start as a solid green when you first plug it in, but then it should change. If it does not change from the solid green, then that indicates a power issue. Is the camera plugged in to an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: Directly to wall\nHuman Agent: Then you can double check the connection at the wall outlet and where if plugs in to the camera. If it still stays solid green after a minute, then you can try another outlet or try a different power adapter.\nCustomer: If it was a power issue,wouldn’t the camera not power up\nCustomer: Are you a human\nHuman Agent: It is not powering up all of the way. That is what the solid green light means. It is solid green while it is turning on, but if it never changes from the solid green, then that means it is not powering on all of the way.\nHuman Agent: Yes, I am a human.\nCustomer: So your saying the camera is defective\nCustomer: I’ve tried different outlets, same issue\nHuman Agent: Not necessarily. It could be the outlet or the power adapter. It could also not have a good connection at the plug on the camera.\nCustomer: Is this under warranty\nHuman Agent: Cameras purchased new from us would have a 1 year warranty. You can fill out the warranty form here https://www.zmodo.com/rma/\nCustomer: I think it was purchased through amazon\nHuman Agent: I would recommend testing a different power adapter, as if it is just the power adapter, then may not need to ship the camera back and just receive a power adapter.\nCustomer: Will you send another adapter?\nHuman Agent: You would need to fill out the RMA form at the website that I sent you.\nCustomer: Ok"]
["Customer: What does blinking green light mean \nCustomer: I have blinking green and am connected to zmd_sap\n\nWhat do I do next \nCustomer: I’m connected but it still blinks gree\nHuman Agent: Hi my name is Wendy.   Which camera are you working with right now?  What is the name or ID on the camera?\nHuman Agent: I see 3 cameras offline. broadlake garage, sunsets, and birds.\nCustomer: Birds\nHuman Agent: If your phone is connected to zmd_sap please go back to the Zmodo app and start Zink setup\nHuman Agent: ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step."]
["Customer: I'm concerned that an alert is triggered, but it is not sent to my phone when I am using Mobile Data instead of when I am at home and on WiFi.\nWill you please help me set up the app to alert me Every time a video clip is recorded?\nIt appears that I have a limit of three notifications from the app, per day.\nCustomer: Why is there a limit of three notifications per day? How may I receive ALL of the notifications?\nCustomer: Yes, it may, and indeed it does appear to have limitations to the number...no wait, that's just the singular \"limitation\" of 3 notifications per day. Duly noted, and I am dissatisfied and disappointed.\nCustomer: The service will be greatly improved for me if I am able to receive a notification when an alert is created. Having a limit imposed on me of only allowing three clips per day, which could include only 15 total seconds of necessary footage out of an hour or more of footage that is created, is a stupid waste of resources.\nIf their are 1000 alerts, I want the 1000 alerts to notify me when I am away from home. A camera that only reports the shifting of light and the sound of loud trucks or military airplanes and reaches the maximum limit of 3 in a 24 hour period within the first 20 minutes of that 24 hour period is STUPID. A smart camera will trigger and alert....that's it. If you want to call it dumb because it's so simple, fine, but then you would have to call the system with a maximum of 3 alerts per day absolutely moronic.\nCustomer: Please change the maximum alerts in a 24 hour period from 3 to infinity. Thank you.\nCustomer: Why not? It was created. It can be altered.\nHuman Agent: Hello, my name is Grant. There is not a limit of 3 notifications or alerts in a 24 hour period.\n\nThere are some things that impact motion alerts. There's a 'cool down' period between motion alerts, so not every event prompts a notification.\nCustomer: This information is not applicable to this portion of the conversation. Thank you, however, for your attempt to further the discussion. \nHuman Agent: I am not sure what you are asking then. You said you are not receiving notifications for every single motion alert. There is a \"cooldown\" period between notifications. So you may not receive a notification for an alert if it is still within that cooldown period.\nHuman Agent: There is not a limit to the specific number of notifications you can receive in a day.\nCustomer: How long is the cool down?\nI've been told repeatedly that the limit is three in this very chat.\nCustomer: I'm unable to continue at this time. Please, if you are interested in helping and able to do so, send me an email with any relevant information to zzcomms@duck.com.\nThank you for your time and consideration.\nHuman Agent: You are talking with the AI Chat Assistant. So when you keep saying you are only receiving 3 per day, it is responding based on that information. \n\nBetween each motion alert (whether it sends a notification or not) there is a minimum cooldown period of 3 minutes. As for the notifications, There needs to be either 20 minutes after the last notification or 3 more \"minor\" alerts that do not send a notification.\nHuman Agent: Alright, I will send my last message to your email.\nCustomer: Curios. Ok. Thank you. Much appreciated.\nHuman Agent: You're welcome."]
["Customer: Camera's not working \nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: How can I talk with someone \nCustomer: Customer service \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera you are trying to setup or one that was used in the past? can you send me the cameras Model and ID number as well I will lookup info on it. the ID will start with ZMD or GSG on the sticker\nCustomer: They are already set up.they just keep going down \nHuman Agent: Okay, when you look at the front of the camera, what color are the lights and are they flashing or solid?"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Live person\nCustomer: Every time I go to look at my camera live it says poor connection and it’s just thinking it’s 10 feet from my Wi-Fi\nCustomer: This all happened after you rebooted my camera today \nHuman Agent: Alright, there could be a few reasons it is having trouble uploading video to the app. Are you there with the camera to troubleshoot?\nCustomer: Yes\nCustomer: Its just when i look live\nCustomer: It says poor connection and it keeps thinking then finally after about 30 seconds it comes on\nHuman Agent: Yes, so when it takes time to load like that and establish a secure video channel, that is typically a network connection issue. The most common causes of that are the signal strength at the camera and the upload bandwidth. Because it is quick and easy to check first, is the antenna screwed in securely to the camera? \nCustomer: This all just started today after two weeks of good communication started after you rebooted it\nCustomer: Nothing else has changed\nHuman Agent: Rebooting the camera is the same as if you had unplugged it and plugged it back in. There could be several reasons that it is taking time to establish a connection. So there are a few things to be done to troubleshoot it.\nCustomer: You told me that you reset the settings on the camera from your place today. Look at the notes.\nCustomer: It would be nice to put it back to the way it was before the settings were changed by you\nHuman Agent: No, I told you that I was going to sync and restart the camera. I did not say I was resetting the camera. \nHuman Agent: Restarting the camera was to reset the cooldown period, but that is not a setting that is changed. I cannot change any settings on your camera.\nCustomer: If you look back at the conversations that you or me or somebody at your place had today if you’ll see it\nHuman Agent: You were working with me, and I am looking at it right now.\nCustomer: My Arlo camera and my blink camera does not do that when I wanna look live. I just click on it and it shows live just like this one used to. I’m confused.\nHuman Agent: D/static_file/7148e88dc8_1_20241018172145.png\nCustomer: I can’t read any of that. It’s way too small and I can’t enlarge it.\nHuman Agent: Alright, this is a different device though, so we will need to troubleshoot it to figure out how to solve the issue here.\nCustomer: Ok\nHuman Agent: The most common causes of that are the signal strength at the camera and the upload bandwidth. Because it is quick and easy to check first, is the antenna screwed in securely to the camera? \nCustomer: Yes nothing has changed here\nHuman Agent: Okay, I understand. You will actually need to test things to figure out how to solve the issue.\nCustomer: Can it be a faulty antenna?\nHuman Agent: It could be several things. That is why I am trying to walk you through troubleshooting to figure out what the issue is.\nCustomer: Ok\nHuman Agent: So, can you check to see if the antenna is screwed in securely to the camera?\nCustomer: Ok\nCustomer: It is\nHuman Agent: You can test the upload speed of the Wi-Fi network that the cameras are connected to. Make sure that your phone is connected to the same 2.4 GHz network that the cameras are connected to. You can use this website https://fiber.google.com/speedtest/ to test the speed of your network. It will test a download and then an upload speed.\nHuman Agent: To test signal strength, you can download an app on your phone. If you are using Android, then you will want to download an app called Wifi Analyzer. If you are using iOS, then you can download an app called Airport Utility. You can use these apps to test the signal strength from your Wi-Fi near the cameras.\nCustomer: Ok\nCustomer: It is 2.4\nCustomer: 292 and 23 is the speed test\nHuman Agent: Is it 23 Mbps for the upload?\nCustomer: Yes\nHuman Agent: Okay, and you said that you have other cameras. How many other cameras do you have and what resolution are the cameras?\nCustomer: I have five Arlo outdoor cameras I have two blink cameras, one indoor camera and I have this one smart camera. They’re all the 1050 or whatever they call.\nCustomer: 1080\nHuman Agent: Okay, so I do not know for sure how much bandwidth the other cameras will use, but I assume it is going to be similar to ours. Our 1080p cameras use between 2 and 4 Mbps of upload speed each, depending on their subscription status. So that could be an issue with 9 cameras, but it would depend on what the other cameras require.\nHuman Agent: Are you able to test the signal strength at the camera?\nCustomer: How im 73 and not up to date with technology\nHuman Agent: I will send those instructions again.\nHuman Agent: To test signal strength, you can download an app on your phone. If you are using Android, then you will want to download an app called Wifi Analyzer. If you are using iOS, then you can download an app called Airport Utility. You can use these apps to test the signal strength from your Wi-Fi near the cameras."]
["Customer: need customer service number\nCustomer: agent\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: camera reboot\n\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: zmd1317e2213718\nHuman Agent: To reboot the camera, you would unplug the camera and then plug it back in.\nCustomer: does not work\nHuman Agent: The camera is showing online right now. Can you go to your app and tap on Live for that camera?\nCustomer: yes\nCustomer: there is just blurred picture\nCustomer: what should i do\nHuman Agent: Alright, so it is online, that is good. Does it say LD or HD at the bottom right corner of the video?\nHuman Agent: Sorry, the bottom left corner.\nCustomer: ld\nCustomer: LD\nHuman Agent: Okay, and does it change if you tap on it? Does it change to HD and change the video at all?\nCustomer: no change at all\nCustomer: it had even working fine \nHuman Agent: It does not change from LD to HD? You can try cleaning the camera lens. How blurry is the image? Are you able to send a screenshot?\nCustomer: how to send screenshot\nHuman Agent: You can tap on the camera icon in the chat. Or you can email it to support@zmodo.com.\nCustomer: D/static_file/6cc25eefe2_1_20250224144736.png\nCustomer: it bottom right pic\nCustomer: i cleaned lens\nCustomer: is camera bad\nHuman Agent: You can try unplugging the camera and moving it next to the router for a better signal to test. It may also be an issue with the night vision or infrared lights, so you can try turning the Night Vision to Always Off in the settings to see if that helps. \nHuman Agent: Lastly, you can try to reset the camera and reconnect with the QR Code setup. But, if the image is actually blurry and the reset does not help, then the camera may have trouble reading the QR Code to reconnect.\nCustomer: ok"]
["Customer: Set up\nCustomer: I want to talk to a person\nCustomer: Agent \nHuman Agent: How can I assist you?\nCustomer: I have 5 cameras and one doorbell camera. Three of my cameras and my doorbell stopped working and I can’t get the first one I’m trying to reconnect to connect. \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: They have power and I brought it inside where I am next to the router"]
["Customer: Troubleshooting\nCustomer: My cameras are no longer showing video on my Zmodo app\nHuman Agent: Hi my name is Wendy.  Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nHuman Agent: Are you needing help with front yard, front door, and driveway?\nCustomer: My cameras were all working fine up until last night. Around 11pm any reason why they would all stop showing video\nHuman Agent: Are you needing help with front yard, front door, and driveway?\nHuman Agent: Are the indicator lights on the indoor cameras blinking green right now?\nCustomer: All 3 stopped showing video at the same time last night \nCustomer: Give me a minute I'm going to check the lights \nHuman Agent: okay all 3 cameras stopped at the same time.  are the indicator lights blinking green?\nHuman Agent: okay thanks\nCustomer: Yes two are blinking green the other camera is hard to tell if it's blinking green it's a different camera than the two blinking green \nHuman Agent: Blinking green means the cameras are in setup mode.  You will want to set them up again using Zink setup\nHuman Agent: ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nCustomer: Okay I will try that\nHuman Agent: okay thanks!\nCustomer: Is there any reason why it would go back to setup mode on its own \nHuman Agent: Cameras go offline if they are unplugged from power or lose connection to the router.  Any changes to the wifi name/password? or did you get a new router?\nCustomer: There was a new router setup yesterday I'll check if maybe that was the reason \nHuman Agent: that would most likely be the reason\nCustomer: Okay thank you I will try to figure it out thank you for your help \nHuman Agent: You're welcome!"]
["Customer: Set up\nCustomer: I cannot get one of my camera to work\nHuman Agent: Hi my name is Wendy.  Camera named reid1 shows offline.  Is this the camera you are needing help with?\nCustomer: No camera reid 1 is broken I believe it’s camera Reid 2 or 4 not sure\nHuman Agent: I don't see those 2 cameras on your account. What are the device IDs?  The IDs will be listed on stickers on each camera, they will start with ZMD.\nCustomer: Give me a minute I go check\nHuman Agent: ok we will stay connected for 7 minutes without activity\nCustomer: ID is 12D583001848\nHuman Agent: ZMD12DS83001848 thanks.  What color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: No it’s not blinking because I think I deleted accidentally \nHuman Agent: Do you see a solid blue or solid green indicator light? or no light at all?\nCustomer: No light at all I have power to the plug\nHuman Agent: Is the camera connected directly into a wall outlet, a power strip, a surge protector, or an extension cord?\nIf you are using a power strip, surge protector, or extension cord, please unplug from that, plug the camera in directly to a wall outlet with the original power adapter.\n\nOr try a different working power adapter, see if that will get the cameras to power on and start blinking green or switch to solid blue.\n\nCustomer: I did no light blinking\nHuman Agent: You tried plugging the camera in to a different wall outlet and tried using a different power adapter?\n\nno extension cables, power strips, or surge protectors?\nHuman Agent: still no power to the camera? no indicator light?\nCustomer: None whatsoever \nHuman Agent: Camera is most likely defective if it will not power on\nCustomer: Okay"]
["Customer: How do I activate the sound of the cameras?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The cameras you currently have on the account are our outdoor cameras and do not have a microphone or speaker so they do not support audio capabilities."]
["Customer: Troubleshooting\nCustomer: Camera not working. Listed as driveway on my account\nCustomer: I have a camera not working\nCustomer: Yes outlet good\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\n\nCustomer: Currently not at house any longer \nHuman Agent: Okay, I recommend contacting us when you are. Cameras may go offline due to either power or network issues. Observing the indicator light when the device is offline will provide valuable information for troubleshooting."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Not helping \nCustomer: Have A new 360 camera and it's solid.White says it's already added to another account\nCustomer: -1\nCustomer: I need a person cause you're too fucking stupid to understand\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: P\nCustomer: 0\nCustomer: P\nCustomer: -1\nCustomer: 5403056279\nCustomer: -1\nCustomer: 5403056270\nCustomer: -1\nCustomer: Jamiehirsch765@yahoo.com\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Fucking person \nCustomer: -1\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD12LCBB001304\nHuman Agent: And is there a Model on the camera?\nCustomer: I do have 2 of them and can't get anything to work with them \nCustomer: ZH-CCADC\nCustomer: ZH-CCAPC\nCustomer: First one was wrong \nHuman Agent: Okay, so it is likely an old firmware that the camera is on. Do you have a Windows computer? We have a program that you can use to search for the cameras on your network and update them to a newer firmware version.\nCustomer: Yeah I do \nHuman Agent: Okay, I can send you an email with the program to download. What is an email address that I can send that to?\nCustomer: jamiehirsch765@yahoo.com\nHuman Agent: Okay, I sent an email with a link to download the Zbatch tool.\nHuman Agent: I do want to let you know that the Live Chat support will close for the evening in 8 minutes. If we run out of time, then I will send you an invitation to schedule a callback.\nCustomer: I have it open now but not seeing anything \nHuman Agent: You have the program open? Or you have your email open?\nCustomer: Program \nHuman Agent: Okay, then you will want to click on Refresh at the bottom right corner of the program.\nCustomer: Yep\nCustomer: I see it\nHuman Agent: Okay, and if you see that Device ID, can you give me the Software Version that is listed there?\nCustomer: V4.8.0.10\nHuman Agent: I have sent a reply with the updated firmware version.\nCustomer: Ok\nHuman Agent: You will want to download that file. Then in the Zbatch program click on Upgrade tab in the top left. Then at the bottom. change the Type to IPC. Then you will select the camera you want to upgrade and click on Upgrade in the bottom right. Then you will need to select the file that I just sent you and it will upload it to the camera.\nHuman Agent: The Live Chat support is closing for the evening. You can tap on Schedule Call if you would like to make a callback appointment.\nCustomer: Ok just waiting on email with file \nHuman Agent: I sent it already as a reply to the first email."]
["Customer: Hi I've been a customer for a few years now. Every time I leave home I can't access my camera \nCustomer: I get notification from not being home but when I try to open to look I can't access live view and save view video \nCustomer: The alerts work when I'm home the camera comes to life it's only when I'm not home . If I try to view it just keeps spinning a circle but no picture come up\nCustomer: It's working while I'm home not when I'm away \nCustomer: This has been an issue for a long time now \nCustomer: How do I get a customer service person. I keep renewing my plan and I'm not satisfied with the service \nCustomer: Agent \nHuman Agent: You will want to check the app settings in your phone settings. You may be trying to use your Mobile Data when you are not at home and the app may not have permission to use your phone's Mobile Data so it cannot load any of the video.\nCustomer: How do I do that do I go to your app bring up zmodo\nHuman Agent: No, you go to your phone settings. And you go to the app settings and find Zmodo. Then you check the settings there and look for the mobile data permissions.\nCustomer: Okay well I have you I'm going to look right now I'll switch the page\nCustomer: D/static_file/2e3142246e_1_20240930103016.png\nCustomer: This is all I can find everything else is open\nHuman Agent: That looks like you went to your Data Usage and not the app settings for your phone.\nCustomer: I went to the app and I opened up the settings everything is open\nCustomer: I'm going to look again hang tight\nHuman Agent: I don't quite understand what you mean by everything is open. What do you see on the settings screen before the screenshot you sent?\nCustomer: D/static_file/a7b6f540a1_1_20240930103339.png\nCustomer: This is the only thing that comes up on your app the only page everything seems to be open\nHuman Agent: Okay, that is notification settings in the app, not in your phone settings.\nHuman Agent: You are not going to the settings in the Zmodo app.\nHuman Agent: You are going to your phone settings.\nCustomer: That's from the modo app\nHuman Agent: I know that is from the Zmodo app. What you need to check and potentially change is not in the Zmodo app.\nHuman Agent: It is in your phone settings.\nCustomer: All of my settings from my phone are open all the settings I sent to you with these last two pictures the last one is from your app the one before is from my phone app\nHuman Agent: I understand. As I mentioned, the picture from your phone settings looks like you went to data usage, not the app settings.\nHuman Agent: Can you open your phone settings and tell me if you see a settings option that says Apps or Apps & Notifications?\nCustomer: Hang tight again I'm going to open up my phone apps and I'll see what's going on but everything is open hang tight\nCustomer: D/static_file/570acd850a_1_20240930103909.png\nCustomer: D/static_file/5e734cd4dd_1_20240930103917.png\nCustomer: D/static_file/a5a1c5ec4b_1_20240930103924.png\nCustomer: D/static_file/d3c203db26_1_20240930103929.png\nCustomer: These are all the settings from my phone everything I open up it doesn't say anything about allow mobile or anything like that everything should be open that is open this is the only one that I'm having a problem with I have other cameras in my house and when I leave home I can watch everything except for this particular\nHuman Agent: Lets tap on Apps. Then find the Zmodo app and tap on it.\nCustomer: I did that and I sent you the couple pictures everything's open that should be open I'm hoping\nHuman Agent: I know you sent me pictures. But you sent me pictures of things that you already sent and that I am not asking you to check. Can you tap on Apps. Then find the Zmodo app and tap on it.\nCustomer: Once I tap open your app what should I look for\nHuman Agent: What do you see when you tap on Zmodo in the App settings?\nCustomer: Hang tight I'm going to open the app up screen and take a picture and send it to you to show you what I see\nCustomer: D/static_file/e0cd96cc40_1_20240930104441.png\nHuman Agent: Can you tap on Permissions and tell me what Permissions options you have available?\nCustomer: Hang tight let me look\nCustomer: D/static_file/aa50ea864d_1_20240930104611.png\nHuman Agent: Alright, are you on Wi-Fi right now? Or are you using your phone's data?\nCustomer: I'm on Wi-Fi I'm home its not working when I'm not when I'm away from home\nHuman Agent: Okay, well that is what we would want to test, when you are not on your Wi-Fi. Can you turn your Wi-Fi off on your phone? Then we can see what error message you get and potentially run a test to see the upload bandwidth.\nHuman Agent: You may also want to try uninstalling and reinstalling the app.\nCustomer: If I turn off my Wi-Fi I might lose you but I turned everything off the other day reset my router I did the whole nine yards I force stopped it still hasn't worked only when I'm home at works all my other cameras that I have two other different companies it works fine if I go away if I'm working I can zoom in see what's going on at my house\nHuman Agent: The issue here is that the app is not able to download the footage from the camera when you are not on your Wi-Fi. So that is what we need to test.\nCustomer: Against filming I used to have two cameras when I brought this service One camera went out probably two years ago they wouldn't replace it they said I had to buy another one so I opted not to do that and went with another brand so I renewed my service and I'm not feeling like I'm getting the money's worth on what's going on how do I go about just getting a refund I just paid a new subscription today but my service doesn't end until I think October 12th\nCustomer: If I disconnect the Wi-Fi I'm definitely going to lose you where I live at is is detrimental I need Wi-Fi the mobile data goes in and out\nHuman Agent: Okay, so the mobile data being unreliable may contribute to why you are having trouble viewing the camera. If it is unreliable at other locations, then it may not be able to download the footage that the camera is uploading.\nCustomer: My mobile data is reliable I have no problems with the other two cameras that I have I have an ie geek system and I have a cloud system I replaced the cloud system and my backyard where your camera broke and they wouldn't replace and I have the IE geek in the front of the house along with this camera and that works fine I can go to New York City and zoom in which I have and it act and it works fine this is the only camera that gives me problems and it's been for like 2 years\nHuman Agent: I mean, you just said that your mobile data is not reliable where you are right now. So it may not be reliable in other locations, as well.\nCustomer: Your dream home I have no problem I just want to know how do I get my refund back that I just paid today and I'll just let this subscription run out\nCustomer: Network my mobile data works like I said I have no problems with the other two company cameras that I have only this one\nCustomer: If you can't run a test while the cameras active now I just like to get my refund like I said and just let this subscription run out I've been paying I would imagine three to four years now and I really never been satisfied with the service\nHuman Agent: Your subscription is managed by Google, so you would need to contact Google to see about a refund. If your mobile data is reliable, then why would it be an issue checking your mobile data?\nCustomer: How do I check my mobile data\nHuman Agent: I cannot run a test on the connection you have to your network. I do not have access to your phone to be able to do that.\nHuman Agent: You can turn off your Wi-Fi and then you can run a test on the network to see the upload and download speed. Make sure that your phone is connected to the same 2.4 GHz network that the cameras are connected to. You can use this link https://fiber.google.com/speedtest/ to test the speed of your network. It will test a download and then an upload speed.\nCustomer: Okay I'll try it but like I said before my other two cameras work no problem I can travel to the city I can travel 30 minutes away I can travel 18 hours away I've been to Florida and I can see everything from my other two cameras except this camera so I'm 100% sure that my data is sufficient enough and it's working fine\nCustomer: Thank you for your time I'll contact Google about my subscription have a great day\nHuman Agent: You're welcome. You have a good day, too."]
["Customer: Camera will not read the qr code\nHuman Agent: Hi my name is Wendy.    Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: Zmd19g5hic00107\nHuman Agent: Is this a brand new camera? or has it been setup before?\nCustomer: Has been setup before and had to replace my router\nHuman Agent: Can you check for typos?  Zmd19g5hic00107 is not pulling up any info. or attach a clear picture of the device ID here\nCustomer: I deleted all devices and are adding them again with new password\nHuman Agent: I found it.  ZMD19G5IHC00107.  \n\nWhat color is the indicator light on the camera? and is the light blinking or solid?"]
["Customer: The new firmware update does not work and therefore neither does my cameras\nHuman Agent: Hello, you've reached customer care, my name is Kylie, are the cameras you are trying to update wireless or wired?"]
["Customer: Set up\nCustomer: My camera stopped working again and I changed the plug but still not working \nHuman Agent: Hello, you've reached customer care, my name is Kylie. What color are the lights on the camera and are they flashing or dolid?\nHuman Agent: solid*\nCustomer: Solid green \nCustomer: Solid green \nHuman Agent: Solid green is not a good sign, if you have swapped the cord, and the outlet and the camera stays solid green for longer then a minute that would indicate that there is an issue with the camera itself and it will not function properly.\nCustomer: Ok one of the techs there had it running for a few seconds and then went out and all I get sometimes is the play back then it goes solid green again \nCustomer: So what can be done about this camera if it stays solid green can u fix it or do I have to buy a new one \nHuman Agent: Its not a fixable issue unfortunately so you would have to purchase a new one.\nCustomer: Ok\nHuman Agent: Okay, Have a great day"]
["Customer: Troubleshooting\nCustomer: Chine is bussing inside the house and wont stop and exterior chime wont ring and notification on my phone wont work\nCustomer: I already did all that. Chine works now but the constant buzzing inside house is still there\nCustomer: It is coming from the chime box licated next to the front door that is supposed to only make a sound when the doorbell rings, but it is constantly buzzing very irritating and i have showings on my house today!!!!\nCustomer: How do i contact an agent\nCustomer: Can u just reboot from your end? I do not have time to climb a ladder and unhook everything and do all the work on this device that i have had trouble with in the past as well. Very frustrating\nHuman Agent: I can reboot the camera remotely, but it may not help if there is an issue with the chime or the power to the doorbell and chime.\nCustomer: Ok never mind. I don't want to lose all my camera footage\nHuman Agent: Restarting the doorbell camera would not lose the footage that is saved."]
["Customer: One question.....to update the version it's a must that the cameras and the cell phone used the same WiFi???\nCustomer: Ok I see... that's why mi update isn't working \n\nThanks \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I apologize for the confusion, but the camera and the phone do not need to be on the same network. The camera just has to have a solid internet connection. \nHuman Agent: If the update is failing, it could be related to the connection. I could try from my end, though if they have connection issues that could have some potential risk. Would you like me to try to push the updates?\nCustomer: It has.....but still no working the update Dillon \n\n\nWhat I can do next ?? Try again?\nCustomer: Yes please...try the update do UU need info about mi account??\nHuman Agent: I could try pushing it for you if you would like, you could try moving them closer to your router, or if you have a windows computer on the same network as the cameras I could provide a program you could use to update them. \nHuman Agent: No, I see the account you've contacted from and 2/4 have not yet updated. I'm trying to update them now. \nCustomer: That's the thing....mi wi-fi right now it's not the same that the cameras are connected \nHuman Agent: That's fine. It only needs to be the same network when updating via the special program I mentioned used on a windows computer. \nCustomer: Well I have not windows computer available.... it's just annoying still viewing the msg that a New firware is available \n\nI will try when I arrive home... thanks \nHuman Agent: Okay, I'll try to update from my end, but if they do not update you may need to temporarily move them near the router once home for the update. \nCustomer: Thanks....if needed I will do that \nHuman Agent: No problem, have a good day!"]
["Customer: Set up\nCustomer: Can't get cameras working  it's just spinning \nHuman Agent: Hi my name is Wendy.  The 2 cameras connected to this account show offline.  What color are the indicator lights on the cameras? and are the lights blinking or solid?\nCustomer: Do I delete cameras and start over\nHuman Agent: no need to delete the cameras they will just need to be setup again\nHuman Agent:  The 2 cameras connected to this account show offline.  What color are the indicator lights on the cameras? and are the lights blinking or solid?\nCustomer: Green flashing \nHuman Agent: Smartz QR code setup instructions:\n\nMake sure your smartphone is connected to 2.4GHz wifi then on the Smartz app tap on “Devices”, scroll down and tap on “Add device”.  Follow the in-app instructions to complete your setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n***The camera should be next to your router during setup, 5ft or less to your router***"]
["Customer: Representative \nCustomer: My backyard camera quit loading so I deleted it and tried to add it back.  I can't get it added back.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. When you look at the lights on the camera what color are they and are they flashing or solid?\nCustomer: Green solid\nCustomer: Are you getting my messages?\nHuman Agent: I got both of the recent ones yes. \nCustomer: Okay I kept hearing a notification but I wasn't seeing anything \nHuman Agent: Green solid should only occur when cameras are first plugged in, if its been plugged in for a while this indicates that there is a power issue, would it be possible for you to try plugging this camera into another outlet, if after 1 minute the camera is still green then try swapping this cameras cord with another one then plug it in, if that fails after 1 minute and the camera is still solid green let me know. \nCustomer: I'm trying now\nCustomer: It's flashing now \nCustomer: Now it's solid blue \nCustomer: And back to solid green\nHuman Agent: Okay, Did you only change the outlet or did you also change the cord?\nCustomer: There's only one outlet here.  I tried the bottom socket instead of the top. I don't have another cord.\nHuman Agent: Okay, this sounds like it is an issue either related to the outlet, or with the cameras cord, or in an extreme case with the camera itself internally. Are you positive you wouldn't have a spare Micro USB cord around that you could plug the camera into the test it with? trying another cord will help to marrow down the things causing an issue better. I know you have another camera on this account that also uses a micro USP, we could unplug this camera and plug it into that other cameras cord no problem to test it. \nCustomer: I had too hard of a time setting my other camera up.  I don't want to turn it off and be without both cameras... I'm looking for a micro usb cord now \nCustomer: It's back to blue\nHuman Agent: Is it staying solid blue or is it going to a flashing green or solid green like before?"]
["Customer: Not seeing daily notifications or events\nCustomer: Cannot see events on doorbell\nCustomer: -1\nCustomer: Speak to someone\nCustomer: Agent\nHuman Agent: When was the last time you got an event for the doorbell? \nCustomer: Last night at 745\nCustomer: Which is not possible since people went by it this morning \nHuman Agent: Are you at the location of the camera? \nCustomer: No\nHuman Agent: Do you mind if I reboot the device? is there any motion that happens to see if it works after the reboot? \nCustomer: Sure\nHuman Agent: Okay it is back online, let me know if you get an alert \nCustomer: Will do\nHuman Agent: Any alerts? Or is there anyone at the location who could trigger an alert?"]
["Customer: Troubleshooting\nCustomer: I have a purple tint on my camera.  It is the Funlux ZH-IXY1D camera\nCustomer: I can't find the camera settings to adjust color.  Can you see this on the Funlux app?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The purple tint is usually an indicator something wrong is going on, it could be something wrong with the power which slowly overtime has caused damage to the camera, or it could be an issue with the night vision. One thing you can try is to turn on then off then on for the night vision to see if the pink/purple tint goes away, if it does not then you can try shining a bright flashlight into the lense to see if that gets it to go away, if it does not then sadly that would mean that it is burned into the lens of the camera and slowly over time it will get worse. \nCustomer: Yes\nCustomer: I did the reset and that fixed the purple tint.\nHuman Agent: Great, I would definitely recommend checking the power cord and possibly switching it out with a new one or changing what outlet the camera is plugged into if you are able to as a precautionary measure"]
["Customer: Hola no me andan las camaras.ya paguè\nCustomer: Mira my cameras does not work\nCustomer: Green is blinking, but no feed in the video\nHuman Agent: Hi my name is Wendy.  Blinking green means the cameras are in setup mode.\nHuman Agent: The cameras that are blinking green are comedor & entrada nuevo?\nCustomer: My family lives there, they are trying to connect again the cameras\nCustomer: We tried with legacy\nCustomer: (I was on the phone with them, but is difficult to help like that)\nHuman Agent: they cameras you are wanting to setup are comedor & entrada neuvo?\nCustomer: Yes\nCustomer: Both of them\nHuman Agent: Both cameras use Zink setup\nCustomer: Yeah\nHuman Agent: Turn your phone's mobile data off.\nCustomer: I am not in site.\nHuman Agent: ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Funlux app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nCustomer: I cant make the configuration\nHuman Agent: Okay you can follow these setup instructions when you are on-site with the cameras.\nCustomer: I will make thrm contact you again if they can not make it.\nCustomer: Thanks\nHuman Agent: you're welcome!"]
["Customer: Troubleshooting\nCustomer: Hi Mira, the live images aren't playing when I log in to check security footage\nCustomer: I would like to reach out to customer support\nCustomer: Hi Grant, thank you for helping \nHuman Agent: It looks like most of the cameras on your account are offline, which means they are not connected to the internet.\nHuman Agent: Have you changed your router, Wi-Fi name and password, or your internet provider?\nCustomer: I'm not sure- I just started here but it should be connected to InfoObjects Inc\nHuman Agent: Alright, well if one of those things were changed, then the cameras would likely need to be setup again to connect to the Wi-Fi network. Can you go to one of the cameras, unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Yes, give me one moment \nCustomer: I'll let you know as soon as I'm back at my desktop\nHuman Agent: Well, you would want to stay with the camera so you can see if it changes and potentially setup the camera.\nCustomer: Hi, it is flashing red\nHuman Agent: Which camera did you unplug and plug back in?\nCustomer: Parking view 3\nCustomer: A lot of them are pretty high up, that is the only one I could reach\nCustomer: with a ladder \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Sorry- I was looking for the white sticker since the parking view camera was outside. is there another way to resolve this issue? Will I have to set up each one of the cameras again physically?\nHuman Agent: I was just asking because the camera named \"Parking view#3\" is still offline. However, the camera named \"Parking View#1\" is showing online. So I wanted to be sure which camera you restarted.\nCustomer: Oh then I think it was Parking view 1\nHuman Agent: The Device ID on the camera will confirm which camera you are working with.\nHuman Agent: That is why I asked for the ID from the camera.\nCustomer: The way the camera is set up makes it difficult for me to find the ID fast. What I can do is that I can look at it in a bit and then start another conversation for assistance. I will need a ladder since they are located in a difficult area \nCustomer: Feel free to close this convo whenever, I'll get to it now as it'll be a hot second\nHuman Agent: You can also try unplugging and plugging in the cameras. If it was the \"Parking View#1\" camera that you restarted, then that may resolve the issue for the other cameras, as well.\nCustomer: Will do, thank you for your helpful advice\nCustomer: and have a good rest of your day! \nHuman Agent: You're welcome."]
["Customer: My password won't work\nCustomer: I can't put the password in it doesn't work\nCustomer: My current password doesn't work\nHuman Agent: Hi my name is Wendy.  What email/phone are you trying to login to the app with?\nCustomer: captpat2@aol.com phone #630 479 9182\nHuman Agent: There is an account under the email but no accounts under the phone number.\nCustomer: my system is not on line \nHuman Agent: If you forgot your app password for the email account, on the Zmodo app login screen tap on \"forgot password\" to reset the password.\nCustomer: is there someone I can talk to\nHuman Agent: The system that you have, is it new? or has it been setup before?\nHuman Agent: I could schedule a callback for you but first could you please let me know the device IDs on the devices you have?\nHuman Agent: The IDs will be listed on stickers on each camera, they will start with ZMD or GSG\nCustomer: not new has been set up before my password just stopped working\nHuman Agent: What are the ID on the devices you have?\nHuman Agent: The IDs will be listed on stickers on each camera, they will start with ZMD or GSG\nHuman Agent: Its possible you are logging in to the wrong account.\nCustomer: devise name is amdvtenl 8-h5\nCustomer: I have no account\nHuman Agent: no I would need to know the ID listed on the camera\nHuman Agent: D/static_file/5dc1bb63d6_1_20250203131228.png\nHuman Agent: It may look something like this -starts with ZMD\nCustomer: tl-051\nHuman Agent: I can't look up anything with that.  The ID will most likely start with ZMD.  If easier, please attach a clear picture of the ID\nCustomer: this is not a on line system only records\nHuman Agent: okay you mean it is a DVR or NVR?  tl-051 doesn't sound like a Zmodo model number.  \nHuman Agent: Could you please let me know what model of DVR or NVR you have?\nCustomer: I will look\nHuman Agent: ok\nCustomer: does this helpamr13974e92agf4f80\nHuman Agent: No what is that? \nCustomer: # on the cover there is a space between the p and the a\nHuman Agent: this isn't the model or device ID on the unit\nHuman Agent: If possible please attach clear pictures of the device and attach clear pictures of the stickers on the device\nCustomer: try\nCustomer: getting pics\nHuman Agent: ok\nCustomer: yes\nHuman Agent: Still waiting for the pictures\nCustomer: We live out in nowhere...takes a while for us to send things   horrible internet\nHuman Agent: ok\nHuman Agent: You could email me the photos.  Email:  support@zmodo.com\nCustomer: D/static_file/51f22d4daf_1_20250203134124.jpg\nHuman Agent: This isn't a Zmodo product\nHuman Agent: Looks like you would want to contact bionicflodlight.com for support \nCustomer: my cameras say zmodo tl-051and I bought a new dvr through you guys about 5 years ago did you get the pics \nHuman Agent: I received a picture of a flood light.  Zmodo doesn't make flood lights\nHuman Agent: tl-051  I am not familiar with this model number.\nCustomer: I'll try to send pics again sent no flood light pic\nHuman Agent: ok\nHuman Agent: D/static_file/6d486a7bb1_1_20250203135022.png\nHuman Agent: This is the picture you sent previously\nCustomer: we didn't send that\nHuman Agent: ok\nCustomer: sending to your email...sorry for the wait\nHuman Agent: ok I will check for it\nHuman Agent: I haven't seen an email come through yet \nHuman Agent: I see an email from a gmail account fi----@gmail.com is this your email?"]
["Customer: I need help taking videos from my nvr back to the app. I have to email to attorney today and need them on my phone app\nCustomer: Not working \nCustomer: Agent \nCustomer: I had to make a new account so someone who previously stayed here couldn’t get access to system. When I tried to review my videos they were no longer on app. They are on the nvr but I need them back on app so I can send to attorney asap\nCustomer: Please help\nHuman Agent: You would want to remove the devices from the account they are originally setup on. Then you can connect them to a new account.\nCustomer: Already done that \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: But the previous video I need is not on app\nCustomer: Zmd17af18200439\nHuman Agent: That camera is on the account you are currently contacting us from, mayharmarla@gmail.com. Is that you old account or your new account?\nCustomer: New account \nCustomer: Old account is marlamayhar76@aol.com\nCustomer: Agent told me she moved everything over \nHuman Agent: Okay, so it is already connected to the new account. The camera is currently offline, which means it is not connected to a Wi-Fi network.\nHuman Agent: Are you there with the camera to troubleshoot it?\nCustomer: Yes\nHuman Agent: Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: It had came unplugged \nCustomer: Red now\nCustomer: Blue on the side\nHuman Agent: It is showing online now.\nCustomer: Yes thank you \nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: hey how can i set up audio on camera\nCustomer: how assess to live view\nHuman Agent: Hi my name is Wendy.  The outdoor bullet cameras on your account do not have an audio feature\nHuman Agent: There are indoor/outdoor battery cams available on Amazon that have 2-way audio.\n\nhttps://www.amazon.com/Zmodo-Security-Rechargeable-Detection-Waterproof/dp/B0DJ1LFNRP/ref=b2b_gw_d_puwl_d_sccl_1/132-6977896-3820560?pd_rd_w=fjSwm&content-id=amzn1.sym.e29f9610-d9f9-499e-a6c0-e695a640e957&pf_rd_p=e29f9610-d9f9-499e-a6c0-e695a640e957&pf_rd_r=WTCEWVA2PF0JJK1GAHW3&pd_rd_wg=1ITYl&pd_rd_r=7b8591d1-16f4-4187-8a41-c7081e0334c3&pd_rd_i=B0DJ1LFNRP&psc=1\nCustomer: but how come i can see the aduio\nHuman Agent: You see the 2-way audio feature on the app because we do have audio cameras available.\nHuman Agent: The Mini Pro indoor cam and the outdoor battery camera both have 2-way audio\nCustomer: D/static_file/05b0bd0e4e_1_20241023150902.png\nHuman Agent: That feature only works for the cameras that have the audio feature.  It should be grayed out if you try to use it.\n\n\nHuman Agent: its grayed out here in this picture meaning you cannot use audio since the cameras you have do not have audio\nCustomer: okay\nCustomer: how can the camera vidio 24 hour\nHuman Agent: You could sign up for a continuous cloud plan to playback footage from the past 7 or 30 days.\nHuman Agent: Paid cloud plans start when purchased, it does not allow you to playback footage from before the plan started."]
["Customer: Que hago si mi cámara ya esta configurará pero no tira imagen\nCustomer: Quiero reiniciar de fábrica una camara\nCustomer: Le doy a reiniciar el dispositivo pero no sucede nada\nCustomer: Ya seguí las instrucciones peri no sucede nada sigue con la luz azul fija\nCustomer: -1\nCustomer: Ya lo hice y sigo con el problema\nHuman Agent: \nHola, te comunicaste con atención al cliente, mi nombre es Kylie. Si el caemra está fuera de línea, no hay forma de restablecerlo desde la aplicación o desde mi parte. Cuando miras las luces del caemra, ¿de qué color son? ¿Están fijas o parpadeantes"]
["Customer: Troubleshooting\nCustomer: My cameras will not connect to the wifi\nCustomer: I've tried all of that and they still do not work.\nCustomer: I have tried that as well \nCustomer: One day the both just stopped working or connecting to my wifi\nCustomer: I don't believe I have enough connection \nCustomer: I have plenty of power\nCustomer: I would like to cancel my subscription \nCustomer: Agent\nCustomer: Agent\nCustomer: Whats is the company's phone number \nCustomer: \"Agent\"\nCustomer: Okay great\nHuman Agent: Do you want to troubleshoot the cameras to try to connect them to your Wi-Fi network? Or do you just want to cancel your subscription and not try to reconnect them?\nCustomer: How are we doing?\nCustomer: I will try to reconnect one more time.\nHuman Agent: Alright, if you want to troubleshoot the cameras we can do that. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD17ES17800104\nCustomer: The other one is working but this one will not connect \nHuman Agent: Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Green \nHuman Agent: Is the light solid green or flashing green?"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Cannot connect to camera \nCustomer: Is there a phone # for me to call?\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD13HADA201451\nHuman Agent: Thank you. Can you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: You still here Grant\nHuman Agent: Yes, did you get my previous message? Thank you. Can you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Brb\nCustomer: Will do now\nCustomer: Red\nHuman Agent: Are the red lights the infrared lights around the camera lens?\nCustomer: Yes\nHuman Agent: Okay, there will be a blue or green light in the camera. You will want to kind of look behind the infrared lights.\nCustomer: D/static_file/8cea9f5310_1_20240913103033.jpg\nHuman Agent: You may need to look at it at a slightly different angle. But the infrared lights are not the status light of the camera. When the camera is powered on, there is a green or blue light in the camera. As I mentioned, you will want to look past the infrared lights.\nCustomer: Only see the red\nCustomer: I’ll try again later. Thanks \nHuman Agent: You may want to try shining a light in to the camera to see if the infrared lights will turn off. The infrared lights are likely making it difficult to see the status light in the camera and may make it hard for the camera to read the QR Code to setup if needed."]
["Customer: Set up\nCustomer: Agent\nHuman Agent: Hi my name is Wendy\nHuman Agent: Are you needing help setup your 2 cameras?\nHuman Agent: Flying R Ranch Cam & Flying R House Cam?\nCustomer: Yes, how long do I hold the qr code up to the camera? \nHuman Agent: Are the indicator lights on the cameras blinking green?\nCustomer: Let me go look.\nHuman Agent: ok\nHuman Agent: Do you have at least one of the cameras inside next to your router for setup?\nCustomer: No, the are both outside....and yes they are both blinking green at the top\nHuman Agent: You can try setup where the cameras are mounted but if you have trouble getting them to connect moving at least one of them inside next to the router can help\nHuman Agent: QR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the phone app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: I tried the house cam 1st\nHuman Agent: ok When you go through setup does the indicator light only blink green? or does it flash between green & blue?\nCustomer: Hard to see outside, let me go try again\nHuman Agent: ok\nCustomer: It just keeps blinking green\nCustomer: At least that I can tell.\nHuman Agent: Go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location\nHuman Agent: Turn your phone's brightness level up and font size should be small so the entire QR code fits on the screen so the camera can read it.\nCustomer: Ok, brought it in and gonna retry. It should turn blue...correct?\nHuman Agent: when the camera connected to your network it will switch to solid blue.\nCustomer: I think it did now.\nHuman Agent: yes they both show online now!\nCustomer: Oh, super!!!  It is asking for a name and password. Do I need to do that?\nHuman Agent: You can back out of setup now.  YOu don't need to add a new name or password if you don't want to\nCustomer: Ah...wonderful\nCustomer: Let me check them both\nHuman Agent: ok\n\nCustomer: It is telling me if I stop now I will have to start over..\nHuman Agent: No you shouldn't have to start over.\nCustomer: Ok, it is 10 degrees here, so glad I brought it in\nHuman Agent: brrrr\nCustomer: Appreciate your help!\nHuman Agent: You're welcome!  Stay warm!!\nCustomer: We are until we go out to feed cattle..🥶\nHuman Agent: Good\nCustomer: I think we are good now.\nCustomer: Will call back if we need more help.\nCustomer: Wait, will it reconnect once we unplug and put it back\nHuman Agent: yes as long as the camera has a good connection to the router it will reconnect"]
["Customer: Agent\nHuman Agent: How can I assist you?\nCustomer: I am getting every other notifications just not when the birds come to feed which is what I want \nCustomer: D/static_file/3443de20dc_1_20241002095024.png\nCustomer: This wht I have on for me to get birds\nCustomer: D/static_file/495ca959b7_1_20241002095126.png\nCustomer: This is detection area\nHuman Agent: There's a 'cool down' period between motion alerts of at least 3 minutes, so not every event prompts a notification or an event. The camera's alert system relies on frame comparisons; significant changes to the image are more likely to trigger an alert, minor movements may not trigger alerts.\nCustomer: Ok \nCustomer: Do I change any settings to.  Pick them up ?\nHuman Agent: There would not be any settings to change as far as the cool down period between events. Setting a motion detection area is good, so there would be nothing to change there. \nCustomer: Ok \nCustomer: So is just to hope the camera.  Pic up  the bird \nCustomer: So there no way ? \nHuman Agent: You already have the settings adjusted that you can adjust. There is not a way to change the time between notification and events.\nCustomer: Ok"]
["Customer: Set up\nCustomer: my camera does not connect \nCustomer: -1\nCustomer: Connecting\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd\nCustomer: Zmd14afda221927\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: I think it needs to be reset \nCustomer: Hello\nHuman Agent: Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: No light\nHuman Agent: There will be a green or blue light in the camera when it is powered on, so it could be a power issue. Can you try covering the camera lens to block the light to the camera? When the camera is not getting enough light, the infrared lights around the camera lens should turn on.\nCustomer: Ok let me try\nCustomer: Ok. Im still trying\nHuman Agent: Are you able to cover the camera lens to block any light getting to the camera?"]
["Customer: Microphone \nHuman Agent: Hello, my name is Grant. The camera on your account is the Zmodo 1080p Outdoor Wi-Fi camera. That camera does not have 2-way audio features, so there is not a microphone on the camera."]
["Customer: if i get cloud will i be able to hear sound from the camera\nCustomer: if i purchase the cloud plan monthly will i be able to have sound when i watch my camera on my phone \nCustomer: even if i don’t have sound now?\nCustomer: i cannot hear when i watch it now , if i purchase it will change and i will be able to hear?\nCustomer: -1\nHuman Agent: Hi my name is Wendy.  The 2 cameras connected to this account do not have an audio feature.  There is no sound on these 2 cameras.\nCustomer: oh okay\nHuman Agent: If you are wanting to purchase a camera that has a 2-way audio feature please take a look at the Mini Pro indoor camera.\nHuman Agent: https://www.zmodo.com/1080p-indoor-wifi-camera/"]
["Customer: Set up\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hi my name is Wendy\nHuman Agent: You are wanting to setup ZMD19I2IH409649 Galaxi Cam?  is the indicator light blinking green?"]
["Customer: Agent\nHuman Agent: How can I assist you?\nCustomer: Hi Grant, I have noticed that my camera in the dining room have not been giving motion alerts for people and if I happen to see it on the timeline it shows like snapshots not recording\nHuman Agent: Which camera is that?\nCustomer: Dining room \nHuman Agent: There is not a camera on your account named \"Dining room\"\nCustomer: Oh it is inside 1\nHuman Agent: Alright, can you open the app and tap on Playback for that camera? Do you have recorded footage? And is the camera making events?\nHuman Agent: It looks like this camera was not recording all of the events in the past, as well. Is that camera still behind a window with a screen in it?\nCustomer: Yes, that works, but there were people walking with a dog at 9:12 this morning and there was no event and it play like snapshots. Then after they left the view it played like normal \nCustomer: No there is no screen anymore \nHuman Agent: Alright, that would mean that the camera did not detect motion. The camera's alert system relies on frame comparisons; significant changes to the image are more likely to trigger an alert, minor movements may not trigger alerts. To adjust this, adjust the detection area to focus on the specific region of interest. This enhances sensitivity, ensuring more accurate alerts and recordings in those areas.\nCustomer: What i don't understand is that it picked it up when I first put this camera in the window and now it has a problem\nCustomer: That tells me that the camera may be hacked...\nCustomer: Are these cameras still getting updates \nHuman Agent: There are updates still released for the app and for the cameras. The camera missing some events is not likely caused by the camera being hacked.\nCustomer: Why would it work and then all of a sudden stop working on some events\nHuman Agent: The camera's alert system relies on frame comparisons; significant changes to the image are more likely to trigger an alert, minor movements may not trigger alerts. To adjust this, adjust the detection area to focus on the specific region of interest. This enhances sensitivity, ensuring more accurate alerts and recordings in those areas.\nCustomer: It use to show all the events on the timeline \nHuman Agent: It could also be due to network connection issues, typically the signal strength at the camera and the upload bandwidth.\nCustomer: The network connection is always good when I look at it\nHuman Agent: I figure it is less likely to be a network connection issue if it is recording fine and just seems to be missing some events. But you can also check the signal strength at the camera and the upload bandwidth. It is probably more likely the motion is not significant enough in the camera to set off an event. You can adjust the detection area to focus on the specific region of interest. This enhances sensitivity, ensuring more accurate alerts and recordings in those areas.\nCustomer: Can you see if there were movement at 9:12 this morning on the timeline \nHuman Agent: No, I cannot see the footage from your camera. Any footage or events that were made would be available to you in your app.\nCustomer: So can you see any alerts \nHuman Agent: I cannot see any footage from the cameras on your account. We do not have access to that.\nCustomer: I am not talking about seeing the footage\nHuman Agent: There is not any alerts, events, recorded footage, or any other information that is saved on the cloud that you do not have access to in your app.\nCustomer: I am asking you if you all can see the alerts. I know I can see them in the app\nHuman Agent: Are you seeing my messages? I do not have access to that information. I cannot see anything from your account.\nHuman Agent: I cannot see the footage that is recorded from your cameras.\nCustomer: I understand you can't see the footage, but can you see if there was an alert? I don't see footage and alerts as the same thing\nHuman Agent: Alerts are recorded footage. It is video that is recorded from the camera.\nHuman Agent: I cannot see the video from your cameras. That includes all of the video, live video, events, playback.\nCustomer: Oh okay. \nHuman Agent: And as I was saying, if there was an alert at that time, you would see it in your app.\nCustomer: Is there anyway for me to see if detection of people is turned off\nHuman Agent: You can tap on the Me tab. Then tap on System Settings and go to AI Notification or Notification Management to check the AI Notification settings.\nCustomer: It shows like they're off and then once I open notifications they go to blue. Is that normal \nHuman Agent: What do you mean it shows like they are off? Can you send a screenshot of what you are looking at?\nCustomer: I mean when I go in settings and then click notification management when it first start to open it looks like all the AI notifications are off and then they switch to on\nCustomer: Seems like they are off until I go in and look and then they turn on\nHuman Agent: It sounds like it might just be loading the page. It sounds like they are on.\nCustomer: Ok, thanks Grant... I will try adjusting the detection area and see if anything changes... I am very optimistic \nHuman Agent: You're welcome."]
["Customer: Customer Care\nCustomer: Customer Care Agent\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?\n\nCustomer: Pretty frustrated. \nWas already speaking with an agent about how one of my cameras, the closest the my Internet router, is messed up. If it’s unplugged/plugged back in it will come up for 1-2hours max. But then it stays constantly buffering. I work for my ISP; I know it’s not a bandwidth issue. I was running a speed test like the previous representative advised, never got a response and then the chat closed??? The speed where the camera is sitting is 30-35 upload. \n\n\nCustomer: The camera ID is ZMD16LGI7548722\nHuman Agent: Is the antenna connected to the camera? Also Is this device connected directly to the wall outlet with the provided power cable? \n\nHuman Agent: Are you there? \nCustomer: Yes\nCustomer: I’ve already sent a message explaining??? This is ridiculous and exactly why I’m about to switch who I do cameras through\nCustomer: D/static_file/4a0406fc11_1_20240930153025.png\nHuman Agent: Camera go offline generally do power or network issues. If its working when you unplug and plug it back in it makes me think a power issue. Did you see my question about the power supply \nHuman Agent: I am sorry you are frustrated, but I am just trying to help. You are free to pick a different brand if that is what you would like to do. \nCustomer: It’s not a power though. Because the camera is still on and active, same with the network. It’s literally the closest to the router. It’s plugged in to a positive supply. It just sits on buffering. \nHuman Agent: When it is buffering what color is the indicator light in the camera? \nCustomer: Y’all’s customer service is a joke. Your replies obviously don’t come through. I’ve already had one agent disconnect. It’s clearly not the power if it’s powered on and just stuck buffering after 1/2 hours of being on. Thank you and have a good day. I’m definitely switching\nHuman Agent: When it is buffering what color is the indicator light in the camera?"]
["Customer: All my cameras stopped working,  7. My wifi is on all have been rebooted, there not coming on? \nHuman Agent: Hi my name is Wendy\nHuman Agent: What color are the indicator lights on the cameras? and are the lights blinking or solid? \n\nThe following cameras show offline.\n\nF ⛽ AC gas side\t\nF 🚶‍♀️🚶 sidewalk\t\nF 🛗 porch front\t\nF 🤾‍♀️🤽 side yard\t\nF 🗑 Alley garage\t\nF 🚪 back door\nF 🚙 street front\t\nCustomer: There was a message that said I needed to update, I tried and it downloads and then stops unable to complete. All 7 cameras will not update, they shut off on October 27th. \n\nCustomer: I'm not there, I'm in another state. I have them on for security.  My daughter can go by next week to tell me. Is there anything you can do to cut them back on. \nHuman Agent: Okay.  When someone is on-site with the cameras please let us know what color the indicator lights are on the cameras and are the lights blinking or solid.\nCustomer: I guess I'll notify you next week. Does this happen often to others?\nHuman Agent: Cameras go offline if the cameras are not getting power or lose connection to the wifi"]
["Customer: Set up\nCustomer: Need help connecting camera \nCustomer: -1\nCustomer: Red light blinking \nHuman Agent: Hi my name is Wendy\nHuman Agent: The cameras you are wanting to setup, are they new? or have they been setup before?\nCustomer: Been set up before\nHuman Agent: Please let me know the device ID\nHuman Agent: The ID will be listed on a sticker on the camera. it will start with ZMD or GSG\nCustomer: D/static_file/3fbf3fde52_1_20250102140233.jpg\nCustomer: Gsg5001c\nHuman Agent: GSG5001C0046615 what brand of camera is this? \nHuman Agent: Rraycom, Elecctv, Goaofoaoi, or Zmodo?\nCustomer: Rraycom\nHuman Agent: Thanks.  For Rraycom camera support you will want to contact Rraycom.  They handle support for their cameras. Email:  Rraycom@hotmail.com\n\nCustomer: I got new WiFi and now my cameras not going to work\nHuman Agent: If you contact Rraycom, they will be able to let you know how to set the camera up again\nCustomer: They were working fine I just switched WiFi carriers \nHuman Agent: The camera will need to be setup again to the new wifi info.  You can contact Rraycom if you need help getting the camera setup again\nHuman Agent:  Email:  Rraycom@hotmail.com\nCustomer: It’s says invalid email \nHuman Agent: Rraycom@hotmail.com\n\nCustomer: Found it it’s a zmodo \nCustomer: Who do I need to talk to now\nCustomer: Hello\nHuman Agent: You see it says Zmodo as the brand new? Where did you find this?\nHuman Agent: on the camera itself? or on the receipt?\nCustomer: On the plus to the camera \nCustomer: Plug \nHuman Agent: okay if it is a Zmodo camera I can help with setup.  The indicator light is blinking red?\nHuman Agent: \nIf the indicator light on the camera is blinking , it is ready to be setup.  For the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\nTap the \"+\" icon on the app home screen in the top right. Please scan the attached QR code when it asks for your startup guide.  Follow the in-app instructions to complete setup.\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nHuman Agent: D/static_file/3c0305a9cb_1_20250102142005.png\nCustomer: Yes\nHuman Agent: D/static_file/6f8082c2ff_1_20250102142105.png\nHuman Agent: \nIf the indicator light on the camera is blinking , it is ready to be setup.  For the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\nTap the \"+\" icon on the app home screen in the top right. Please scan the attached QR code when it asks for your startup guide.  Follow the in-app instructions to complete setup.\n\n*The camera should be next to your router during setup, 5ft or less to your router*"]
["Customer: Need help resetting up camera \nCustomer: -1\nCustomer: Speak to an agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device first, can you send me the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid. \nCustomer: I have several cameras I am trying to reconnect. Do you want me to send information for one at a time?\nCustomer: D/static_file/2ffca12d64_1_20250305110217.jpg\nCustomer: Hello?\nHuman Agent: Looks like for that camera it is offline and does not have an external reset. To reconnect it you would go through the setup, for this camera it can use the QR code and the Zinks etup. Have you tried to do the QR code setup with the camera yet?\nCustomer: Yes, I have tried the QR code and it never works\nHuman Agent: When you look at the lights on the camera what color are they and are they flashing or solid?\nCustomer: No lights I am unplugging and plugging back in \nHuman Agent: Okay, let me know if there are still no lights or how it reacts to the reboot.\nCustomer: I didn’t realize the power was tripped to the outlet for that camera is working fine. But I have one other camera that I also need to get working again.\nHuman Agent: Okay that's great news. Glad that issue was resolved. For the other camera can you send me the model and ID number for it. \nCustomer: D/static_file/520f6c9018_1_20250305111655.jpeg\nHuman Agent: Looks like for this camera it also uses the QR code or zink setup. While its plugged in what color are the lights and are they solid or flashing?\nCustomer: It’s blinking green \nHuman Agent: Okay, Can you go through the QR code setup, then at the end when the code generates take a screenshot of the code and send that to me to review and make sure its generating properly. \nCustomer: Solid  blue \nHuman Agent: Oh well thats even better news, solid blue means its connecting to a network.\nCustomer: Sorry it’s solid blue do you still want the QR code? \nHuman Agent: Yup, this camera shows it should be online, I can add it for you to the account I would just have to name the device, what do you want me to name the camera? \nCustomer: Tack room \nHuman Agent: You wont have to send me the code, this camera is already online. One moment while I add it to the account for you. \nCustomer: Actually name it barn\nHuman Agent: Okay\nCustomer: Also both cameras need to update and it will not run the update fully. \nHuman Agent: I added the device now. You may have to refresh the app but take a look at the device list and see if you can view the camera live now.\nHuman Agent: If you can just let me know.\nCustomer: It’s on there thank you! We need to do the updates and is there a way to add more people to view the cameras \nHuman Agent: The camera wont update while it is offline, its possible that had some impact for the updating process, now that they are both online you can try to update them again, jsut make sure the cameras dont get unplugged or the router is unplugged while they update, It is normal for the cameras to reboot when its towards the end of the update so dont worry if you see the lights on the cameras change as you update them.\nHuman Agent: Updates should not take longer then 5-7 minutes once you start the update, if its taking longer then that, check the lights on the camera, see if they are flashing or are solid blue, if they are solid blue try restarting the app then try the update again. \nCustomer: Okay great they updated can you tell me how I can share the live camera feed please \nHuman Agent: We have something called sharing, you can have other users create their own accounts, then after they have made an account, from your account you can send the share request, once the other user accepts the share requeest from their app then they will be able to view the cameras. You can pick and choose how much acess they have as well and they will never be able to delete or rename your cameras and at any point you can remove acess easily from your account. To send a share request you would go to the Me section, then click sharing. The other person does have to have an accoutn made with an email first or else the sharing wont deliver to their app (it searches for an account under the email then delivers it to their app/account it doesnt send them an email)"]
["Customer: Troubleshooting\nCustomer: Camera won’t record\nCustomer: -1\nCustomer: It won’t save recordings\n\nCustomer: Troubleshooting\nCustomer: Phone number \nCustomer: Agent \nCustomer: Thank you. I’m subscribed for my outside camera but it hasn’t recorded or showed me anything since I’ve signed up and I’m not sure what to do.\n\nHuman Agent: The camera on your account named \"outside\" is on the Clips plan. It records clips when the camera detects motion. You can tap on Alerts in the app to view the motion events.\nCustomer: There are none\nCustomer: I tried. I have nothing and I know for a fact there’s motion. I pulled out of my driveway and there’s nothing \nCustomer: I also tried to change the plan to the constant recording one but I don’t want to do it if it’s not going to work\nHuman Agent: Do you see motion events when you go to Alerts on the app? You should also be able to filter specific cameras.\nCustomer: There is nothing on there at all\nHuman Agent: You do not see anything at all in the Alerts section?\nCustomer: Not for this camera\nHuman Agent: Alright, are you there with the camera at this time?\nCustomer: Yes\nHuman Agent: I can sync and restart the camera. Give it a few minutes to reboot and reconnect, and then you can check for alerts from that camera.\nCustomer: Okay\nHuman Agent: Did you see a motion event after you moved in front of the camera?\nCustomer: Let me see\nCustomer: No\nHuman Agent: Can you send a screenshot of what you see when you go to Alerts for that camera?\nCustomer: D/static_file/97ce29a0ab_1_20250114151257.png\nHuman Agent: And is that for all categories? If you tap on the Filter button at the top, what do you have selected?\nCustomer: No that’s just for that camera \nCustomer: Everything else shows up alerts \n\nHuman Agent: Categories is different from the selected devices. What do you have selected for the first section? Which shows the categories?\nCustomer: All\nHuman Agent: And you have the camera named \"outside\" selected? Not \"Carter❤️🪽\" or \"Outside moms\"?\nHuman Agent: I just want to be sure that I am looking at the correct camera.\nCustomer: Outside yes\nHuman Agent: Okay, then you will want to check the network connection of the camera. The two most common causes are upload bandwidth and the signal strength at the camera.\nHuman Agent: You can test the upload speed of the Wi-Fi network that the cameras are connected to. Make sure that your phone is connected to the same 2.4 GHz network that the cameras are connected to. You can use this website https://fiber.google.com/speedtest/ to test the speed of your network. It will test a download and then an upload speed.\nHuman Agent: To test signal strength, you can download an app on your phone. If you are using Android, then you will want to download an app called Wifi Analyzer. If you are using iOS, then you can download an app called Airport Utility. You can use these apps to test the signal strength from your Wi-Fi near the cameras."]
["Customer: Hola\nCustomer: Set up\nCustomer: No espanish?\nCustomer: 1\nCustomer: Troubleshooting\nCustomer: Agent\nCustomer:  Type Agent\nCustomer: Agent\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?\nCustomer: Lo que pasa es que compre esta cámara pero cuando quiero vincularlo con la app y mi celular me pide que salga del otro usuario y no se cual es el otro usuario ni  contraseña\nCustomer: ?\nHuman Agent: \nBien, ¿puedes decirme cuál es el modelo de la cámara y el número de identificación? Esto estará en la etiqueta de la cámara y la identificación comenzará con ZMD.\n\nCustomer: Zp-iBH23-W\nZMD16HK17201035\nHuman Agent: Encontré esta cámara, pero no está vinculada a ninguna cuenta. ¿Está la cámara actualmente conectada y en color azul fijo? Si es así, intente agregarlo nuevamente y avíseme si todavía le dice que está en otra cuenta o no.\nCustomer: Ok esta en verde la desconecto y vuelvo a conectar ? \nCustomer: D/static_file/9daf38ba08_1_20241220091052.heic\nHuman Agent: Sí, reiniciaría la cámara; si no se vuelve azul fijo, deberá realizar la configuración con la cámara nuevamente.\nCustomer: Oiga\nCustomer: Solo prende en verde\nHuman Agent: \n¿Es verde fijo o verde intermitente?\nCustomer: Fijo\nHuman Agent: Si la cámara está en verde fijo, eso significa que está intentando arrancar y tiene problemas. Intente cambiar el tomacorriente al que está enchufada la cámara o intente cambiar el cable de esta cámara por otro para ver si pasa de verde fijo a verde intermitente. .\nCustomer: Ya se iso karnal gracias"]
["Customer: My cameras say they need to update but when I go to update it says it doesn’t work \nHuman Agent: Hello, you've reached customer care, my name is Kylie.\nHuman Agent: Currently all fo the cameras are offline, Offline cameras are disconnected from the itnernet and the update is failing due to that.\nHuman Agent: It will try to send the update but while the camera is offline it will never receive what is being sent to it (the update) Are you at the location with the cameras right now to troubleshoot to see if we can help you get them back online again?"]
["Customer: I own a model SD-H2104...the ringer button is broken and after the button is pressed, there is an ear piercing high-pitched noise.  Is it repairable?\nCustomer: I own a model SD-H2104...the ringer button is broken and after the button is pressed, there is an ear piercing high-pitched noise.  Is it repairable?\nCustomer: I own a model SD-H2104...the ringer button is broken cracked) and after the button is pressed to activate the doorbell, it emits an ear piercing high-pitched noise.  Is it repairable?\nHuman Agent: Unfortunately, the doorbell would not be under warranty any longer, so it would not be able to be sent in for repairs.\nCustomer: Can the button be replaced with a new one?\nHuman Agent: We do not have replacement parts for the Zmodo Greet doorbells.\nCustomer: what comparable model is available?\nHuman Agent: We do not have any doorbells in stock. You can try looking at third party sellers (Amazon, eBay, etc.) for Zmodo Greet doorbells. Otherwise, you may want to look at other brands for a doorbell camera."]
["Customer: How can i make a stady green Light to a flashen green Light\n\nCustomer: The camera is correct powered to a power sorce\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If the camera has a solid green light and it does not go to flashing that indicates there is either a cord, outlet, or camera issue, are you able to trio plugging the camera into another outlet?\nCustomer: Yes, but the green Light is still not flashing \nHuman Agent: Okay, the next thing to try is to switch out this cameras cord for another one, are you able to swap its cord with another camera or a spare?\nCustomer: It Just was installed to the app, but with chancing te room the camera stopt working\nHuman Agent: Okay, as long as the camera stays a solid green it wont be able to come online.\nCustomer: Sow 5 minuts agow it work, but now its only  a sollit green light \nCustomer: How can i fix this?\nCustomer: Make the Light flashing or blue \nHuman Agent: Like I said in my previous message the issue is with the cameras cord, the outlet or the camera itself. You would try to plug it into another outlet first, then if that does not resolve the issue you would swap its cord with another camera if thats till does not work then sadly that means the issue is with the camera itself. \nCustomer: Sow there is nothing i can do if it stops working now   \nHuman Agent: That is correct.\nCustomer: Because the swap did not work\nHuman Agent: other then changing the cord or the outlet to resolve this those are the only things you can try\nHuman Agent: if those don't work then there's nothing else you can do."]
["Customer: Representative \nCustomer: Need help because the power went out yesterday and now my Zmodo zmd cameras won’t show live footage \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I looked up your account and it looks like the cameras are offline right now. Are you able to see any lights coming from any of the cameras if you look at the front of any of them? \nCustomer: Let me check\nCustomer: No visible light\nCustomer: What would be the next step\nHuman Agent: Okay, can you try covering one of the cameras as much as you can then peak and tell me if any red lights come on (the night vision lights shoudl kick on when its dark enough)\nCustomer: Yah one second\nHuman Agent: Okay\n\nCustomer: It kicked on\nCustomer: Once it was covered the light kicked on\nHuman Agent: Okay that's a great response. Do these cameras plug into a repeater for their power/internet or do they plug into the back of the NVR you have directly for the power/internet?\nCustomer: I’m not too sure I’m pretty sure they are connected directly to the power \nCustomer: Pretty sure they are connected directly to the power box \nHuman Agent: Okay, Can you check that for me, then tell me what the ID number and Model is for the box, with that I can look up some info then we can try some troubleshooting steps with that box.\nCustomer: They plug into a repeater\nCustomer: Actually an nvr I just confirmed \nHuman Agent: Okay, sofar from what we are finding is that the cameras are getting power, but not getting any internet. For this repeater does it have an ethernet cord connected to the back of it going to your router?\nCustomer: Yes\nHuman Agent: Okay, I would like to look up this NVR/Repeater directly to see if it itself tells me its getting internet or not, on the bottom it should have the ID number and Model like the cameras, the ID may start with ZMD, 14, or 15, it wont have any dashes and is sometimes by a barcode. \nCustomer: D/static_file/1a96a91144_1_20250306110801.png\nCustomer: Just sent it\nHuman Agent: Okay, and you confirmed on the device directly the ID is the same as well as in the app for this NVR?\nCustomer: Yes\nHuman Agent: Okay, Let me look this one up, one moment.\nCustomer: Okay \nHuman Agent: It does look like the NVR is getting power and internet so thats a great sign. I want to have you try and reset the NVR, sometimes a reset can help to resolve the issue. First before I have you do the reset though, unplug the NVR from the router, then On the back of the NVR is a small pinhole, it can say reset next/by it but not in all cases, take a paperclip or small metal pin and insert it, hold it for 30 seconds then remove it, wait for 1 minute then let me know once that is complete. \nCustomer: Okay\nCustomer: Just did it\nCustomer: Yes I just did it\nCustomer: It should be reset now\nHuman Agent: OKay Plug the NVR back into the router, then we will wait 1 minute then I will check to see if the cameras are online again from my end or not.\nHuman Agent: Just let me know when its plugged back into the router if you can\nCustomer: They are fixed now thank you for your time\nHuman Agent: Fantastic! that is great news. Any other questions I can assist you with before we go?"]
["Customer: Set up\nCustomer: No volume \nCustomer: I subscribed and it says I have not subscribed\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The camera you have on this account does not have a speaker or a microphone so unfortunately it does not support two way audio due to this."]
["Customer: Set up\nCustomer: Not working\nCustomer: Reset\nHuman Agent: Hi my name is Wendy\nHuman Agent: cameras named hallway & porch show offline. are these the 2 cameras you are needing help with?"]
["Customer: I have been unable to update this camera. ZMD18DB1H801901. I was in a few days ago with tech support Kylie. I was supposed to try it once more with camera near router. It never stopped trying to update. Kylie said they would try and update it there. Would you please try to update it from there. It is on and ready. Camera name is “extra” Thank you. \nCustomer: Thanks\nHuman Agent: I pushed an update from our system. You can give it a few minutes to see if it successfully updates.\nCustomer: Thank you!\nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: Hello, i have had this account for quite a while and lost my log in and password info.  How do i go about recovering that?\nCustomer: Where do i find the account recovery info?\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Are you needing help setup cameras named ch1, ch2, ch3, ch4?\nCustomer: I do, but i also never saved my user name/password info and want to share it with my wife.  Can you help me?  I am not currently at home, fyi\nCustomer: I also just got different internet.  Need to set that up too\nHuman Agent: okay.  You would need to be on-site with the cameras to set them up again.\n\nIf you forgot your app password you can reset it on the app login screen by tapping on \"forgot password\".  You will get a reset verification code sent to your email to reset the password.\nCustomer: Ok, i’ll give it a shot.  Thank you\nHuman Agent: You're welcome"]
["Customer: Set up\nCustomer: need to chat with a live person\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: need to get my camara back on line\nCustomer: good morning\nHuman Agent: Okay, when you look at the lights of the camera what color are they and are they solid or flashing? \nCustomer: green\nCustomer: hello\nCustomer: green\nCustomer: hello\nCustomer: are you still there\nHuman Agent: Yes im here, please be patient.\nCustomer: ok\nHuman Agent: You did not answer my question fully, you said the color but is it solid or flashing?\nCustomer: green\nCustomer: flashing\nCustomer: green\nCustomer: i answer you\nHuman Agent: You don't have to repeat the color, I got that part already.\nHuman Agent: Okay, can you tell me what this cameras Model and ID number are, this will be on the cameras sticker and the ID will start with ZMD. \nCustomer: ZMD 192HA15076\nCustomer: ZDM1912HA15076\nHuman Agent: okay, let me look up the ID number, I will still need the model as well. \nCustomer: ZP-1BH27-W\nHuman Agent: I was not able to find this camera with the ID number, has this camera been setup before in the past? \nCustomer: yes\nCustomer: thats the numbers on our camara\nHuman Agent: Okay, Can you take a picture of the stickers and send that to me in the chat here for me to review. \nCustomer: ZMD1912HA15076\nHuman Agent: Please send me a picture of the sticker.\nCustomer: how \nHuman Agent: You would take a picture on your mobile device then attach it to the chat her and send it.\nCustomer: ok\nHuman Agent: Okay\nCustomer: still cannot do it\nHuman Agent: Can you send it to me in an email instead?\nCustomer: ok\nHuman Agent: The email is support@zmodo.com let me know once it has been sent.\nCustomer: still having trouble sending it\nCustomer: ZDM1912HA15076 or ZDM19121HA15076\nHuman Agent: Okay, with the info I could look up from the Model, this camera may use the QR code or the Zink setup. Have you tried either of these setups?\nCustomer: thats the numbers\nHuman Agent: Nothing comes up when I look up that ID number so there has to be some characters incorrect. \nCustomer: our cameras have been off since the weekend\nCustomer: way\nCustomer: lets do the zink setup\nHuman Agent: Okay, has the Wi-Fi name, password, or router changed at all?\nCustomer: no\nHuman Agent: Okay, if the cameras offline then something has changed or something is with the router, have you tried rebooting your router at all?\nCustomer: i  did that to\nHuman Agent: Okay, Try the Zink setup and let me know if you have any trouble.\nHuman Agent: 1.Check Network Compatibility:\n\nEnsure that the W-iFi network you want to connect the camera/s to, is operating on the 2.4GHz frequency.\n\n\n\n2.Access Zink Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the Zink option.\n\n\n\n3.Initiate Installation:\n\nEnter the number of devices you are trying to set up, tap on the check mark or next.\n\n\n\n4.Connecting to the ZMD_SAP\n\nTap on \"Tap Here to begin set up\" follow the onscreen instructions. The phone may warn you this network has no internet.\n\n\n\n5.Wi-Fi Password Entry:\n\nThe app will prompt you to select or enter your Wi-Fi name (SSID) and enter the Wi-Fi password. Remember the Wi-Fi and password are case sensitive.\n\n\n\n6.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nCustomer: hello"]
["Customer: Troubleshooting\nCustomer: My system stopped working for the second time.\nNone of the cameras are active \nIs there a server issue?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. There are no server issues. When you look at the cameras what color are the lights and are they solid or flashing?"]
["Customer: Set up\nCustomer: I just got a  yr.subscription and my camera is plugged in, but it’s not working.\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\n\nCustomer: I already did that\nCustomer: A blue blinking light and a steady green\nCustomer: Helloooooo?\nHuman Agent: It has both a blinking blue light and steady green light? \nHuman Agent: Are you there?"]
[{"$cut":{"chars":20420,"head":"Customer: speak with technical support representative\nCustomer: I've done this for over a week and still having major issues. Need to SPEAK WITH Representative\nCustomer: I've done this for over a week and still having major issues. Need to SPEAK WITH Representative\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: I've had CONSTANT issues with my camera going offline. Spent DAYS trying to get it reconnected, and finally succeeded. However, the app does NOT WORK ANYMORE. Alerts setup but don't work. SD Card no longer acknowledged. Switched SD Cards and Formatted in the App... ever since NOT DETECTED and App doesn't work. I've messed with this for a week and I'm tired of this mess. \nCustomer: hELLO....ive written many times over the past week and have had NO SUPPORT\nHuman Agent: When you say alerts aren't working, do you mean you're getting none at all or just not as many as you would like? Do you have any events listed in the events section of the app?\nCustomer: Nothing works. I used to get Alerts, which are setup but now I get NOTHING.\nCustomer: i CAN click live and see video but none of alerts work anymore, so it's pointless.\nHuman Agent: Okay, so there are no events populating in your events section, correct? \nCustomer: Took me 3-4 days of CONSTANTLY TRYING to get the camera back online. I don't want to remove again because that's what I did before and caused me to spend DAYS trying to get reconnected to router.\nCustomer: NO EVENTS AT ALL\nHuman Agent: Okay, if you go to the camera's settings, and then to the motion detection area, is it showing as the full screen or only part of it?\nCustomer: Used to work fine, but I've been away for months, after having surgery and noticed it stopped working. Since I've been home, the camera has been USELESS.\nHuman Agent: Okay, if you go to the camera's settings, and then to the motion detection area, is it showing as the full screen or only part of it?\n\nCustomer: Shows like it used to.\nCustomer: Full screen if I rotate \nCustomer: I'm too afraid to disconnect again because it's \nCustomer: WHAT'S CHANGED???????\nHuman Agent: Okay, if the motion detection area is the full camera view and you're getting no events, we would need to reset it and then reconnect it using the Zink setup. However, I know you're hesitant to proceed with that. May I reset the device to try to resolve the issue you're experiencing? \nCustomer: hELLO??????\nHuman Agent: Please understand messages do take time to type and we are helping multiple customers at once as well as looking into the issues we're experiencing so replies are not instantaneous. \nHuman Agent: *the issues you are experiencing\nCustomer: SURE... but I'd like to put 64gb SD Card in, instead of the one I've got in there now. Do I need to do that first?\nCustomer: I want it all working.\nHuman Agent: SD cards are not hot swappable so you would just need to swap that while it is unplugged, then plug it back in. If you want to do that first you may. \nCustomer: For whatever reason, when I'd get the camera connected, which I could only do without SD Card inserted. Then once inserted, camera would stop working\nCustomer: OK. Give me a sec....\nHuman Agent: Okay. \nCustomer: OK, I swapped out the SD Card, am surprised it's still working. Of course not SD card.\nCustomer: That alone IS VERY SURPRISING.\nHuman Agent: Okay, you did that while it was unplugged and then plugged it back in?\nCustomer: nO just swapped\nCustomer: if i power off it won't come back on\nCustomer: this is the card i had in before\nCustomer: i'll do whatever you say\nHuman Agent: As I mentioned the SD card is not hot swappable so you would need to swap it while the system is unplugged. As is, it will not work for now. If you would like to test that it's recognized before we reset, you would need to unplug it and then plug it back in. Otherwise if you're fine with the reset first let me know and I'll just go ahead and proceed with that. \nCustomer: I'll unplug if you want, just to see if it comes back up....\nCustomer: is that what you want me to do???"}}]
["Customer: Hi\nCustomer: Can i chat with an agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Hey me again\nCustomer: I see it listed but it is offline \nCustomer: The button to reset it is gray\nHuman Agent: What light do you see on the camera now?\nCustomer: Blue\nCustomer: Solid \nHuman Agent: Okay, that means it is connected to a Wi-Fi network, but it is not getting internet access. Have you changed your router, Wi-Fi name and password, or internet provider?\nCustomer: I see it connected to my mesh net\nHuman Agent: Okay, is it paused or blocked on the network?\nCustomer: No\nHuman Agent: And you are certain it is that camera and not one of the other cameras on your account?\nHuman Agent: You can try unplugging the camera and plugging it back in. You may also want to try restarting your router and your mesh nodes.\nCustomer: No because it is the right MAC address \nCustomer: Ok let me do so\nCustomer: Will contact you it still have an issue \nHuman Agent: Please do not hesitate to contact us if you still have an issue."]
["Customer: Set up\nCustomer: I moved and am trying to set my Funlux cameras up again but it will not connect to dms-sap\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account, perhaps the cameras no longer use the Zink setup, one moment \nHuman Agent: The cameras may use a setup called QR code, have you tried to go through the QR code setup at all?\nCustomer: I am here\nCustomer: How can I get my cameras set up\nHuman Agent: The cameras may use a setup called QR code, have you tried to go through the QR code setup at all?\nCustomer: I don’t have a qr code\nHuman Agent: You wouldn't need an external code, you get the QR code from going through the setup, then with that cone you show it to the camera and it has the Wi-Fi info in it so the cameras reads it and try's to connect. \nHuman Agent: I will send you the directions for the QR code setup, try it and let me know if the camera connects or reacts at all, if it does not then we can try something else. \nHuman Agent: Sent. Tap the \"+\" icon on the app home screen in the top right. Make sure your camera is powered on and flashing green. Tap Start Installation at the bottom of the screen. Scan the QR code included in this email when prompted by the app. Follow on-screen instructions, input your WiFi password, and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will scan the QR code on the phone screen.\nHuman Agent: I recommend rebooting the camera first by unplugging and plugging it in before going through the setup as it makes the camera more sensitive to the setup."]
["Customer: Troubleshooting\nCustomer: Hi Mira - I was able to configure the new Internet paswd to one of my Zmodo - not able to configure the other 3 ?\nCustomer: How to configure my new Internet connections to the zmodo\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.  Are the indicator lights on left side, front view and right side cameras blinking green right now?"]
["Customer: Troubleshooting\nCustomer: Can't connect camera on any format\nCustomer: -1\nCustomer: Can't connect camera \nCustomer: Already tried\nCustomer: Everything is fine\nCustomer: Customer Service \nCustomer: Hello Grant. Ok\nCustomer: D/static_file/01c476fa5e_1_20250214131629.jpg\nCustomer: This camera here. I've connected several times and it keeps coming off line\nHuman Agent: It looks like the camera is online now, so you can try to add it back to your account with a LAN Search in the app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: I'm not currently in the location \nHuman Agent: As for why it goes offline and comes back online frequently, that is typically caused by network connection issues. The two most common causes are upload bandwidth and signal strength at the camera. \nHuman Agent: Alright, when you are with the camera, then you can do the LAN Search to add it to your account and troubleshoot it to see why it keeps dropping offline.\nCustomer: It really doesn't show off line. It just never loads\nCustomer: The rest of the cameras are on the same wifi and they don't loose service or go offline \nHuman Agent: Okay, yes, so it does not have a good network connection. So troubleshooting the network connection would be the next steps to figure out why it is not loading video.\nCustomer: There are three cameras in that location looking at different directions and they work just fine\nHuman Agent: That does not mean that there is an issue with this camera's network connection. Each camera will use a certain amount of the upload bandwidth, so if there is not enough for all of the cameras, then it could cause the camera to drop offline. The signal strength is also going to change depending on the location, so the camera may not have a good signal at the location it is at.\nHuman Agent: It could also be that the antenna has come loose from the camera or there is a power issue with the camera.\nCustomer: I changed the power cord on it because I thought it was that and I was able to add it back on but then it just dropped again \nCustomer: Antenna is fine. I have also replaced it\nHuman Agent: Alright, then you will want to check the network connection when you are with the camera. \nCustomer: How do I check the network connection? \nHuman Agent: You can test the upload speed of the Wi-Fi network that the cameras are connected to. Make sure that your phone is connected to the same 2.4 GHz network that the cameras are connected to. You can use this website https://fiber.google.com/speedtest/ to test the speed of your network. It will test a download and then an upload speed.\nCustomer: We have enough internet strength to power the cameras. That's all we have connected to the wifi\nHuman Agent: To test signal strength, you can download an app on your phone. If you are using Android, then you will want to download an app called Wifi Analyzer. If you are using iOS, then you can download an app called Airport Utility. You can use these apps to test the signal strength from your Wi-Fi near the cameras.\nCustomer: Ok and depending what the strength is. I chat back to you guys? \nHuman Agent: You can contact us when you are with the camera and able to test it and we can help figure out why it is not staying connected. You would want to test both the upload bandwidth and the signal strength at the camera.\nCustomer: Ok. What time are you guys available? \nHuman Agent: Live Chat support is available Mon-Fri 9AM-12Pm and 1-6PM CST.\nCustomer: Ok sounds good \nCustomer: Thank you \nHuman Agent: You're welcome."]
["Customer: Live agent \nCustomer: Today when I left home at 111 on front door cam my system was disabled and internet shut down but neither cable company nor avast can see it. What happened t shut it down and also why can't I download videos of this group again as the threaten me mocking while outside? I do not feel safe\nCustomer: We have been threatened by law enforcement and their undercover informants.\nCustomer: Why are they all shut down for over three hours?\nHuman Agent: If your internet shut down, then that would be why the cameras went offline. The cameras require a connection to the internet in order to upload and record video.\nCustomer: The internet did not shut down according to them although it was off as I saw when arrived home\nCustomer: So internet wasn't off\nHuman Agent: You said you saw the internet off when you arrived home?\nCustomer: Yep but internet and cops say I'm crazy so it's on you now\nCustomer: The internet provider notes 100% usage\nCustomer: So it's you\nHuman Agent: Well, if your internet was off, that would be why the cameras are offline. How do you know your internet was off?\nHuman Agent: We have no control over your internet. Your internet is separate from the cameras.\nCustomer: Or maybe I just can't see the footage that's missing immediately after we pulled out of driveway?\nCustomer: The cameras are connected to the wifi\nCustomer: And so on and so forth\nCustomer: My iq is over 139 \nCustomer: I'm not fucing stupid dick\nCustomer: So why is no footage provided by any cameras for over 3 hours ? As internet and wifi where all in working order and cameras connected 100% of time?\nCustomer: Simple question \nHuman Agent: I did not call you stupid. You told me that your internet was off when you came home.\nCustomer: Answer quit deflecting \nHuman Agent: You said \"The internet did not shut down according to them although it was off as I saw when arrived home\" and then I asked for clarification that you saw your internet was off, and you said yes. So if your internet was off, the cameras would not have internet access and they would not be able to record to the cloud.\nCustomer: So why was no footage present for over three hours coincidentally immediately after we pulled out driveway if wifi was up and cameras connected 100% of time\nCustomer: Is this customer service or argue with customer\nCustomer: Shall I rephrase \nHuman Agent: Was your internet off when you came home?\nCustomer: According to internet PROVIDER THE SERVICE AND DEVICES WHERE ALL 100% CONNECTED ENTIRE TIME BUT ME MY WIFE AND SON ALL SAW THE INTERNET OFF BUT IT OBVIOUSLY WAS A MASS HALLUCINATIONS AFTER CONTACTING INTERNET PROVIDER  AS THEY SAW SOMETHING DIFFERENT THAN WHAT WE SAW SO WHAT DO YOU SEE? THE DEVICES WHERE NOT CONNECTED FOR HOURS\nCustomer: Stop asking covering subversive questions to discredited wat just obviously happened for the mafia hit\nHuman Agent: I see the cameras all went offline at about the same time and came online at the same time. So if you saw your internet went off, that is most likely what happened. All of the cameras going off at the same time is an issue with the network that the cameras are connected to.\nCustomer: No the internet was not disconnected we are hallucinating \nCustomer: Stop arguing with the internet provider \nCustomer: Maybe contact them for me\nCustomer: So they say I'm not lieing \nCustomer: Do you see loss of connection in devices\nCustomer: No shit Sherlock jesus fucking christ dude\nCustomer: DO YOU SEE AN INTERRUPTION IN CONNECTION \nHuman Agent: Yes the cameras did go offline. As I mentioned in my previous message, the cameras all went offline at about the same time and came online at the same time.\nCustomer: Can you specify the cause of loss please\nHuman Agent: No, it does not give me a reason that caused the cameras to lose connection to the internet. It could be a power issue, a connection from the camera to the router, or an issue with the router to the internet."]
["Customer: Call me 9102009355. Upgrade failure all the time\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: I tried so many times I am done\nHuman Agent: Are you having trouble with the callback form?\nCustomer: What form. My cameras r on the boat. Everything works except stern camera wants the upgrade. Things working ok before this. \nHuman Agent: The callback request form. You asked for a call, so I sent you an invitation to schedule a callback. I will send it again and you can tap on Schedule Call to make a callback appointment.\nHuman Agent: The callback request form. You asked for a call, so I sent you an invitation to schedule a callback. I will send it again and you can tap on Schedule Call to make a callback appointment.\nHuman Agent: The camera would need to be online in order to update. Are you there with the camera to troubleshoot it?"]
["Customer: ZP-IBH23-W  FCCIDZK8-BFS23NM will not login no matter what i try I had an issue and clicked the reset never logged in to wifi cannot reset any more\nCustomer: -1\nCustomer: I have done all the above wifi is great\nCustomer: -1\nCustomer: will not connect cannot find the reset for this model\nCustomer: camara is flashing gree will not connect\nCustomer: i have done all the above no luck\nCustomer: camara is flashing green will not connect\nCustomer: -1\nCustomer: how can i contact a customer care agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I see that you sent the Model above but I will also need the ID number, for the ID number it will start witrh ZMD or GSG and it will not be the FCCID number or have any dashes in it. \nHuman Agent: Once I have that I will be able to look up the camera properly and see what setup options it can use."]
["Customer: Troubleshooting\nCustomer: Is there anyway to tell if modem is working? I have light that stays on network port . Not sure it should be on all the time.\nCustomer: It’s the box provided  by zomodo when you purchase cameras it plugs into internet router \nHuman Agent: Hi my name is Wendy.  \nCustomer: How can you tell if nvr is working, it shows a light on network port all the time is this correct?\nHuman Agent: What is the device ID on the NVR?\nHuman Agent: The ID will be on a sticker on the bottom of the NVR and will start with ZMD or 1\nHuman Agent: The cameras you have connected to this email are not compatible with NVRs but if you let me know the device ID on your NVR I can check if it shows online/offline.\nCustomer: Zip-nl18\nHuman Agent: There should be a sticker on the bottom showing the device ID.  It will either start with ZMD or a 1\nCustomer: 12lfa1210500\nHuman Agent: ZMD12LFA1210500 is offline.  You have an ethernet cable running from the back of the NVR to your router?  make sure both ends are plugged in tight\nCustomer: Ok it’s plugged in\nHuman Agent: It still shows offline on my end but I will give it a couple minutes to make sure\nCustomer: Ok I just plugged it back in\nHuman Agent: still shows offline on my end.  I will give it another minute to see if it will show online\nCustomer: Ok\nHuman Agent: Could you try plugging the ethernet cable into a different port on your router? or try using a different working network cable?  make sure both ends are plugged in tight.\nCustomer: It shows yellow light flashing on network port is this normal?\nHuman Agent: the light can be green or yellow -did you plug the ethernet cable into a different port on the router?\nCustomer: No same port named network port\nHuman Agent: please plug the ethernet cable into a different port on the router\n\nHuman Agent: if it still shows offline you could try swapping out the ethernet cable in case it is bad\nCustomer: Ok swapped ports it’s a new Ethernet cable\nHuman Agent: Unfortunately the NVR still shows offline.  Its possible the network port on the NVR is defective\nCustomer: I swapped Ethernet cables again.\nHuman Agent: NVR shows offline still"]
["Customer: Set up\nCustomer: After losing internet for a few weeks cameras will not hook back up to the internet \nCustomer: The camera is flashing green but when I go to look at it says offline \nCustomer: If I delete the camera then reinstall it does it remain on my plan that is already paid for for a full year\nCustomer: Camera will not read QR code. Flashing blue\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: WiFi camera setup \nCustomer: Older camera\nHuman Agent: Hi my name is Wendy. \nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\n\nCustomer: Model zn-ixu1f-w\nHuman Agent: Thank you for letting me know the model.  Could you please also let me know the device ID starting with ZMD?\nCustomer: Zmd13ird9001168\nHuman Agent: ZMD13IRD9001168 uses QR code setup.  Is the indicator light on the camera blinking green right now?\nCustomer: Yes \nHuman Agent: Zmodo QR code instructions:\n\nBlinking green means the camera is in setup mode.  After you setup the camera the indicator light will switch to solid blue.\n\n-First go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n-Make sure your phone is connected to 2.4GHz wifi.\n-The room you are doing setup in needs to be bright. Turn lights on, open blinds.  Your phone's display should also be bright, turn your display brightness level up.\n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\n\nCustomer: No qr code \nHuman Agent:  *The QR code will be displayed on the app during setup.\n\nCustomer: Trying now \nHuman Agent: ok\nCustomer: Checking WiFi \nHuman Agent: ok\nCustomer: It flashes green then stops \nHuman Agent: You mean the light flashes green then the light turns off?\nCustomer: We tried \nCustomer: Yes \nHuman Agent: Does the light blink green then turns off?\nCustomer: Yes \nHuman Agent: Is the camera connected directly into a wall outlet, a power strip, a surge protector, or an extension cord?\n\nIf you are using a power strip, surge protector, or extension cord, please unplug from that, plug the camera in directly to a wall outlet with the original power adapter. \n\nOr try a different working power adapter, see if that will get the camera to power on and show the indicator light.\n\nCustomer: Ok \nTrying another adapter \nHuman Agent: ok\nCustomer: Should it be flashing or solid \nHuman Agent: Camera indicator light meanings:\nSolid green - powering on or power issue\nBlinking green - ready for setup\nBlinking blue - communicating with router\nSolid blue -connected to your network\n\nCustomer: Any other way to try \nHuman Agent: Is the indicator light continuously blinking green now? \nHuman Agent: or what color is the indicator light? and is the light blinking or solid?\nCustomer: Starts for abt 5 seconds \nCustomer: Is there a reset button \nHuman Agent: if the camera turns off after it blinks green the camera may be going defective.\nHuman Agent: I will check if the camera has a physical reset button, one moment\nHuman Agent: No it doesn't look like this camera has a physical reset button\nCustomer: Ughh \nHuman Agent: Did you swap out the power adapter?  \nHuman Agent: Still blinks green then turns off?\nCustomer: Yes \nHuman Agent: Unfortunately the camera is defective.\nCustomer: What next \nHuman Agent: Do you have another camera you are wanting to setup?\nCustomer: No\nCustomer: Is there another setup method? \nHuman Agent: Okay.  You won't be able to setup ZMD13IRD9001168 if it will not stay powered on.\nCustomer: Ok \nCustomer: Thanks \nHuman Agent: No, there isn't a different setup method to use to setup a camera that is not powering on unfortunately.\nHuman Agent: You're welcome!"]
["Customer: Troubleshooting\nCustomer: My firmware won't update\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. \n\nHuman Agent: It looks like your cameras are offline currently. In order to update, they would first need to be online. Are their indicator lights blinking green currently?"]
["Customer: No agarra el código la canara\nCustomer: Troubleshooting\nHuman Agent: Aquí hay algunas cosas que debes comprobar antes de volver a probar el Zink.\n\n1.Tener sólo 1 cámara conectada a la alimentación:\n\nDesconecte todas las demás cámaras que deban configurarse. \n\n\n\n2.Distancia desde la cámara:\n\nAsegúrese de estar a entre 5 y 10 pies de la cámara que está intentando configurar. \n\n\n\n3.Conexión a ZMD_SAP:\n\n3.1 Vaya a la configuración WiFi de su teléfono e intente conectarse a ZMD_SAP desde allí\n\n3.2 Si esto no funciona, desactive la configuración de \"reconexión automática\" en su red Wi-Fi doméstica y otras redes disponibles\n\n3.3 Si esto no funciona, olvídate de la red WiFi de tu hogar y otras redes disponibles\n\n3.4 Desactivar datos móviles\n\n\n\nRed de 4,2,4 GHz:\n\nAsegúrate de estar utilizando una red de 2,4 GHz para la configuración. Está bien si las redes de 2,4 GHz y 5 GHz comparten el mismo nombre y contraseña.\n\n5. Información de Wi-Fi:\n\nVuelve a verificar que estés usando la contraseña de Wi-Fi correcta. Recuerde, distingue entre mayúsculas y minúsculas.\n\n\n\n6.Distancia desde el enrutador:\n\nSe recomienda tener la cámara en la misma habitación que el enrutador durante el proceso de configuración para una conectividad óptima.\nHuman Agent: Hola, mi nombre es Kylie, restablecí los pasos de solución de problemas de Dink que mira envió accidentalmente en inglés para usted. Si tiene más problemas con las opciones de solución de problemas para resolver el problema, hágamelo saber."]
["Customer: I'm a customer and have your product,  I need to know how to add audio \nHuman Agent: Hello, my name is Grant. Some of our devices do not have audio features. Could I have the Model for your camera or the email address for your account?"]
["Customer: Set up\nCustomer: Cant get code to scan\nHuman Agent: Hi my name is Wendy.  The camera you are wanting to setup, is it new? or has it been setup before?\nCustomer: Green flashing light then i scan and turns blue but no prompt\nHuman Agent: Is the blue light solid blue or flashing blue?\n\nHas the camera been setup before?\n\nWhat is the device ID on the camera? The ID will be on a sticker on the camera and start with ZMD or GSG\nCustomer: Flashing\nYes set up before \n18dtih800874\nHuman Agent: ZMD18DTIH800874 if the indicator light is flashing blue it is trying to communicate with your router, when connected the light will switch to solid blue.\n\n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*"]
["Customer: Set up\nCustomer: I just moved to a new house the cameras where already set up and i want to Connect to them. \nHow do i do that\nCustomer: I dont know how to Connect to them\nHuman Agent: Hi my name is Wendy.\n\nPlease provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: Okay let me go check them\nHuman Agent: ok\nCustomer: D/static_file/767633df56_1_20240926151656.jpg\nCustomer: D/static_file/1354eba429_1_20240926151711.jpg\nHuman Agent: This looks like a legacy camera.  Just a moment, let me check if it is still supported.\nCustomer: Okay thank you\nHuman Agent: It may take me a few minutes\nCustomer: Okay \nHuman Agent: Unfortunately it is a legacy camera that is no longer supported."]
["Customer: Set up\nCustomer: hi Mira.  I am not getting sound\nCustomer: how do I set sound up \nCustomer: where in settings do I set up sound\nCustomer: if someone is approaching can I get video sound   not just notifications\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Your cameras don't have a microphone or a speaker so they are not compatible with two way audio/sound"]
["Customer: Agent \nCustomer: Agent\nCustomer: Hi, so after I put up the security camera it had froze or something because it won’t record anything \nHuman Agent: Which camera are you having trouble with?\nCustomer: I’m not sure \nCustomer: I didn’t see a label on either one \nHuman Agent: There will be a sticker with a barcode on the bottom or back of the camera.\nCustomer: Can you let me know if they are both connected? \nCustomer: Okay hold on\nCustomer: D/static_file/9a00b0e6db_1_20241114155824.jpg\nHuman Agent: It looks like that camera is online right now, but it looks like it goes online and offline frequently. Is the antenna screwed in securely on the camera?\nCustomer: Will that picture work?\nCustomer: I forgot to put that on \nCustomer: Going out to put it on now\nCustomer: Okay I put it on\nHuman Agent: Alright, that should allow the camera to stay connected. So you will want to monitor it and make sure you can see video from the camera.\nCustomer: Okay it’s working now\nHuman Agent: Do you have any other questions?"]
["Customer: Porque mis cámaras no tienen sonido?\nCustomer: Pero el modelo de mis cámaras es apto para funcionar con audio?\nHuman Agent: Hola, mi nombre es Grant. Las cámaras de su cuenta son las cámaras Wi-Fi para interiores/exteriores de 1080p de Zmodo y una cámara para interiores/exteriores de 720p. Esas cámaras no tienen funciones de audio bidireccional. Es por eso que el micrófono y los parlantes aparecen atenuados en su aplicación."]
["Customer: Customer service \nHuman Agent: How can I assist you?\nCustomer: Hello I paid in October for a subscription and I paid yesterday for my other camera because I have 2 cameras but one is only working \nCustomer: Really I paid for 2 subscriptions but I only see one I paid 45 dollars twice and 9.99 yesterday \nHuman Agent: Which camera on your account are you having trouble with? And can you give me more information about the issue you are having with that camera? Both cameras are showing online and subscribed.\nCustomer: The living room \nCustomer: Is not on\nHuman Agent: What do you see when you tap on Live for that camera?\nCustomer: Nothing \nCustomer: It’s black\nHuman Agent: What is the error message that you get when you try to view the Live video? Can you send a screenshot of what you see when you tap on Live?\nCustomer: D/static_file/2bfb6f8c9d_1_20241209093649.png\nHuman Agent: Alright, that means either the camera does not have a good connection to the internet or the phone is having trouble downloading the video. Are you there with the camera to troubleshoot it?\nCustomer: No\nHuman Agent: Are you able to try connecting to Wi-Fi to see if your app is able to download the video on Wi-Fi?\nHuman Agent: The other thing I can do is try to sync and restart it remotely. However, if it does not come back online, or still does not load, then you would need to be with the camera to troubleshoot it.\nHuman Agent: Did you try connecting to Wi-Fi? And would you like me to sync and restart the camera?\nCustomer: My other camera is working fine \nHuman Agent: I understand the other camera is working fine. I am trying to help you troubleshoot why you are not able to see video from the \"Living room\" camera. Are you able to try connecting your phone to Wi-Fi and test on a Wi-Fi network?\nCustomer: Why would one camera be online and the other not\nHuman Agent: There could be multiple reasons that you are getting video from one camera and not from the other. Unfortunately, most of the troubleshooting would require you to be with the camera. That is why I suggested connecting to Wi-Fi and see if you can view the video since that is something you can do remotely.\nCustomer: Hello\nHuman Agent: Are you receiving my messages?"]
["Customer: my camera has solid blue light but will not log into the internet\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera or a camera that has been set up before?"]
["Customer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Hi, my cameras have started skipping time on the timeline. How can i fix?\nCustomer: Kylie, are you there\nCustomer: Agent\nHuman Agent: Is it all of the cameras that are skipping time on the timeline or only certain ones?\nCustomer: The two with the subscription on it\nHuman Agent: Okay, Theres something I would like for you to try doing that can solve this issue. One moment while I type the directions/steps\nCustomer: They were skipping 3 seconds and today i noticed 7 seconds. I also noticed that the time seem to get stuck\nCustomer: Okay\nHuman Agent: This that im going to have you do is what we call Time cycling. You would do this for each camera, then once you have done that for both you would let me know and we will test it to see if it solved the issue or not.\nCustomer: Okay\nHuman Agent: First click live on the camera\nClick the settings gear in the top right ( make a note of what the time/date shows before you tap on the settings gear, its fine if it is or is not accurate)\nClick the 3 dots in the top right corner\nClick on timezone\nChange the timezone from what it currently is on, to a timezone that is wrong\nBack up to the live view\nCheck the time and see if its changed, \n\nOnce it does change or if it has changed then once again hit the settings gear, three dots, then timezone\nChange it now to the correct timezone\nBack up to the lvie view, check its correct again.\n\nOnce you do this with both cameras let me know then I will have you do a test. \nHuman Agent: also, one note of warning, do not press reset or delete at all when your in the 3 dot area.\nCustomer: It is done and yes the time changed"]
["Customer: Pan tilt not available \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Is the device currently blinking green?\nCustomer: The camera supports pan and tilt. But I do not see the button in the app\nCustomer: Light is blue\nCustomer: It’s an older camera ZH-IZV15-WAC\nCustomer: Hello"]
["Customer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\n\nCustomer: I ave reset all my cameras except one refuses to work I have done all the trouble shooting as requested \nCustomer: Can you please call me\nHuman Agent: We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: Speak on phone please \nCustomer: Are you able to reset camera from your side they have done it before \nHuman Agent: OKay, I will send you the call scheduler into the chat, once you submit it let me know, also let me know if you do have any trouble with submitting it. Do not put any dashes or spacing in the phone number area and all the times listed for the scheduling are set in Central time as that's our time zone.  \nHuman Agent: If the camera is offline, no its not possible for us to remotely reset or reboot a camera at all as its not connected to internet."]
["Customer: Troubleshooting\nCustomer: Need to set up my cameras again\nCustomer: Don't have the instructions \nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: I got 3 cameras \nCustomer: Gsg5001c\nCustomer: They all got the same gag number on them \nHuman Agent: What is the second set of numbers / letters?  There should be more to the ID Gsg5001c\nCustomer: Ok first one is 0054652 second one is 0054654 and third one is 0054659\nHuman Agent: GSG5001C0054652 GSG5001C0054654 GSG5001C0054659 are Goaofoeoi GS-ACT397 cameras.  Goaofoeoi  handles support for their cameras.  You will want to contact them by email:  Andrew@szqunanjie.com \n\nCustomer: So we had to resubscribe at me share and I got new router with a different internet address name and password so I deleted the cameras \nHuman Agent: GSG5001C0054652 GSG5001C0054654 GSG5001C0054659 are Goaofoeoi GS-ACT397 cameras.  Goaofoeoi  handles support for their cameras.  You will want to contact them by email:  Andrew@szqunanjie.com \nCustomer: Ok thank you\nHuman Agent: You're welcome"]
["Customer: It looks like yesterday afternoon I lost all of my camera networking, nothing is recording or able to view\nCustomer: i have 7 cameras, all are dark, and 1 flashes green\nHuman Agent: Hi my name is Wendy.  Any change to your router or wifi name/password?\nCustomer: no changes at all\nHuman Agent: Okay.  The 1 camera that is flashing green can be setup again.   All of the cameras on your account can use QR code setup\nHuman Agent: But the indicator lights should be flashing green, that means they are in setup mode.  When the cameras connect to your network they will switch to solid blue\nCustomer: ok thank you\nHuman Agent: You're welcome!\n\nQR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the phone app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*"]
["Customer: Hello …one of my cameras are offline and I can’t get it back on track \nCustomer: Ok I will unplug it \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 13GEFC000906\nHuman Agent: Tahnk you. Can you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it back in?\nCustomer: Ok hold on I need my husband help\nCustomer: We did that but I really don’t see a light\nHuman Agent: Alright, you may want to try covering the camera lens to better see a light in the camera or bring it down where it may be easier to see. You may also want to try using a different power adapter to connect the camera as it may be having a power issue.\nHuman Agent: Otherwise, you can try the QR Code setup to connect the camera to the Wi-Fi network.\nCustomer: We can’t take it down it’s mounted outside and the power source plug is good and I did cover it with hand\nHuman Agent: How do you know the power adapter is good? If the power adapter is failing, then it may not power the camera properly.\nCustomer: Hold on I will plug something else in there \nHuman Agent: I mean testing the outlet is good, but that is not what I was specifically talking about. I meant the power adapter that plugs in to the outlet and then connects to the camera.\nCustomer: Ok hold on \nCustomer: So we plugged it into an extension cord and plugged it into a different outlet and it’s no light that neither one of us can see\nHuman Agent: Okay, so that is good information, but still not what I was asking you to do. The power adapter and cable is what plugs in to the outlet. That is the part that often times causes power issues. So you would want to try using a different power adapter and cable.\nCustomer: lol where am I going to get that from \nCustomer: All the cameras are mounted and that took great effort \nHuman Agent: If you have another 5V1A power adapter, you can use that. Or you can use one from one of the working cameras. That would be good because we know that power adapter and cable work since it powers another camera.\nCustomer: Sir we can’t do that….and we don’t have a 5V1A\nCustomer: Is that the only way \nHuman Agent: As I mentioned before, you can try the QR Code setup to connect the camera to the Wi-Fi network. However, without being able to see a light in the camera, if it does not connect, then the next step would be everything I have been suggesting.\nHuman Agent: As far as we can tell now, the camera may not even be powering on at all.\nCustomer: Ok I think that’s what’s going on because all the other ones are working just fine \nCustomer: I tried to find another plug but no go ….\nCan you just replace it?\nHuman Agent: The cameras would have a 1 year warranty, so that camera would not be under warranty. I would recommend trying another power adapter from a working camera or trying the setup to connect the camera and see if it connects.\nCustomer: Ok thank you for your help have a good night \nHuman Agent: You're welcome. You have a good evening, too."]
["Customer: Set up\nCustomer: I have an older model that I am setting up in our new house but it’s not connecting to my phone\nCustomer: How can I tell if they are compatible? Where do I go to confirm they are on same WiFi?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Once a camera is connected to a network theres no way to tell what network it is connected to from the camer aor the app. You could check the routers connected device list to try and see if you can determine which is the device but thats really the only way. \nHuman Agent: I would like to confirm the camera is actually connecting to a network though, when you look at the lights on the camera what color are they and are they flashing or solid?"]
["Customer: Troubleshooting\nCustomer: I tried to set up on a link and appointment for someone to call me but then it would not let me submit?\nCustomer: Agent\nCustomer: D/static_file/f2187017db_1_20241202095508.jpg\nCustomer: My problem reconnecting camera\nHuman Agent: Hello, you've reached customer care, my name is Kylie. What have you done so far to try and reconnect it?\nCustomer: Tried scanning what i just send you, that camera had been working before then went offline \nHuman Agent: By scanning, do you mean you went through the QR code setup and showed this camera the code to try and reconnect?\nCustomer: Yes,\nHuman Agent: When you showed the code to the camera, what color were the lights, and were they solid or flashing?\nCustomer: Green flashing \nHuman Agent: Did it ever try to flash blue when you held the code Infront of the camera? \nCustomer: Don't understand what your talking about \nCustomer: How can I flash blue?\nHuman Agent: Re read, I said \"Did it ever try to flash blue when you held the code Infront of the camera?\"\nCustomer: No\nHuman Agent: you have to Hold the QR code that Generated on the Phone Infront of the camera for it to scan and try to connect, it sounds like it did not try to connect because perhaps it was unable to see the code. Try to go through the setup again, but when you have the code on the screen, try holding it Infront of the camera at 8 inches away, if it still does not react try holding it at 12 inches away, if still nothing then try at 6 inches away. Give the camera at least a minute to try and read the code before you adjust. I also recommend rebooting the camera before you do this by unplugging and plugging it in.  \nCustomer: I've done both\nCustomer: I have taken down brought back inside to be closer to Wifi\nCustomer: I can try again \nHuman Agent: Okay, if it still only flashes green After you try all 3 distances after the reboot, then it is still not seeing the code, Are you able to try the setup from another device at all? Another thing you can also try is changing the power cord to see if perhaps this is a power issue. \nCustomer: Where do I reboot\nHuman Agent: you would unplug and plug it in again.\nCustomer: Okay have done that, I was never having trouble with this camera I just was paying for three and Had 4 so I removed one and then this one started having issues \nCustomer: Should I delete app.and reconnect all three like new? The only thing is I don't have box they came in?\nCustomer: For box QR code\nCustomer: Only code I have is what is on each camera \nHuman Agent: No, you don't use an external Code printed on anything to show the camera, you get the QR code from the setup itself. \nHuman Agent: I will send you the QR code setup since you are having trouble \nCustomer: Okay,\nHuman Agent: Sent. Tap the \"+\" icon on the app home screen in the top right or on the bottom of the device list. Make sure your camera is powered on and flashing green. Tap Start Installation at the bottom of the screen. Follow on-screen instructions, input your WiFi password, and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will scan the QR code on the phone screen.\nCustomer: Yes didn't work\nHuman Agent: Okay, did it try to flash blue at all?\nCustomer: No\nCustomer: Tried it twice\nCustomer: Please sent me information so I can have someone call me, need to get this resolved. TY\nHuman Agent: Okay, I will send you the call scheduler in the Chat here so we can troubleshoot over a call. \nHuman Agent: Let me know if you have trouble submitting it at all. Don't put any spaces or dashes in the phone number"]
["Customer: I signed in but it keeps saying I am a guest, Just so you know.\nCustomer: I am trying to install one of my cameras that I have not used in some time how is the best way to add it on to my account\nCustomer: This camera was in my network when it was used before\nCustomer: There does not appear to be a reset button on this camera can you advise me\nCustomer: yes, i do need assistance when i try to capture the picture it will not take the picture and move on.  I have the correct password\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are needing help with?\nCustomer: It does not take the picture at all it times out when i first start the process it is blinking green then turns blinking blue\nHuman Agent: You are trying to setup a camera? What is the ID on the camera?\nHuman Agent: The ID will be listed on a sticker on the camera, it will start with ZMD or GSG\nCustomer: ZMD17A817201480\nHuman Agent: ZMD17A8I7201480 uses QR code setup or Zink setup.  Is the indicator light on the camera blinking green right now?\nCustomer: yES\nHuman Agent: If the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the phone app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: yES IT IS BLINKING GREEN\nHuman Agent: If the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the phone app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\nCustomer: I am 3Ft from the router, lights are onpermissions are okay and the camera is about 6 inches from the telephone screen and all is does is time out and has a solid blue light come on now\nHuman Agent: Camera shows online now.\nHuman Agent: You should be able to view the live feed\nCustomer: it finnaly came up with the feed.  Please refresh my brain,  I now can carry it to my destination.  How do I add it to my zmodo nvr\nHuman Agent: NVR named test?  This NVR looks like it is a 720p NVR\nCustomer: It is a funlux\nHuman Agent: Is the NVR name test?\nCustomer: I think that is it\nHuman Agent: NVR named test looks to be a 720p NVR so ZMD17A8I7201480  would not be compatible with it\nHuman Agent: You can view it from the same app account you just wouldn't be able to view the camera on the NVR\nCustomer: How do i find the ip address asigned to the camera we just installed\nHuman Agent: You may be able to login to your router to find the ip address.  You see the camera on the app?\nCustomer: I see 7 cameras on monitor that i have hooked up to the nvr in the software it showing 8 cameras with ip address\nHuman Agent: You have (7) 720p cameras connected to your account and (2) 1080p cameras\nCustomer: do you see a camera named various?\nHuman Agent: yes\nCustomer: that is the camera we just added, what type camera is this and can you see the ip address for that camera\nHuman Agent: That is the camera you just setup ZMD17A8I7201480   \nHuman Agent: I cannot see the IP address.  I can only see if a camera shows online or offline\nHuman Agent: You could login to your router to see if you can find the IP address that way\nCustomer: I have that same model camera in the nvr called family room.\nHuman Agent: You can see family room camera from NVR named test?\nCustomer: yes that is the nvr\nHuman Agent: One moment\nHuman Agent: Do you have an open channel available on the NVR?  You could try adding ZMD17A8I7201480  to the NVR.  I am not sure if it would be compatible or not though.\nCustomer: How many will it tak it looks as though you can have eight\nHuman Agent: Do any of the cameras connected to the NVR show offline?\nCustomer: where would i s ee that\nHuman Agent: test NVR is an 8 channel NVR\nHuman Agent: Main menu, device management\nCustomer: all 8 show online\nHuman Agent: If you want to try and add ZMD17A8I7201480  you would want to delete one of the cameras then see if the NVR will pick up ZMD17A8I7201480  \nCustomer: do you think i need to restart the nvr for the last camera it added.  I think that it auto added the various camera\nHuman Agent: Do you see various camera on the NVR?\nCustomer: no\nHuman Agent: okay.  If you want to try and add ZMD17A8I7201480  you would want to delete one of the cameras then see if the NVR will pick up ZMD17A8I7201480\nCustomer: before i delete on which i think it would be the eight camera I will have to check what camera is what.  I wished i could check the ip address  of the camera various.  My orbi router only shows one of my cameras as an attached zmodo camera\nHuman Agent: You could try unplugging the camera, then plug it in again when logged in to your router, the IP address that pops up would be the camera.\nCustomer: It does not show 7 as it should have\nHuman Agent: okay\nHuman Agent: I see 9 cameras connected to your account -1 of them shows offline though -livingroom\nCustomer: What are the two 1080 p cameras called do you knw?\nHuman Agent: family room and various\nCustomer: It shows a camera on number 8 but when I try to look at it it is blank.  I am going to remove from the dvr number eight and try to install it manually\nHuman Agent: Okay.  If its one of the 1080p cameras it may not display properly\nHuman Agent: but you can remove it and add it back to see if that helps \nCustomer: 192.168.1.56\nHuman Agent: I can't check a camera by the IP address\nCustomer: That is funny because the same camera that we just installed is the same one that is installed for the family room and it displayed just fine\nHuman Agent: okay\nCustomer: so that camera can not be installe delsewhere\nHuman Agent: you can view the camera on the app, you just wouldn't be able to view it from the NVR it it isn't displaying properly\nCustomer: I am not trying to be a pest but why do you think one of the same kind displays\nHuman Agent: I am not sure.  Normally 1080p wifi cameras do not display properly on 720p NVRs.\nCustomer: Oh well I appreciate your help.  Thanks, Robert\nHuman Agent: You're welcome!  Have a great day!\nCustomer: I am good, Thanks again"]
["Customer: Can't update firmware\n\nCustomer: Doesn't work\nCustomer: Agent \nHuman Agent: It looks like the cameras that have an update available are offline. The camera would need to be online in order to update the firmware on the camera.\nCustomer: OK. Not in vicinity of cameras now\nHuman Agent: Alright, when you are with the cameras, if you have any trouble getting them online, then please do not hesitate to contact us for assistance."]
["Customer: It says scan QR CODE IN FRONT OF YOUR DEVICE but it look like don’t work \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD19A4IH512066\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: There’s no light \nHuman Agent: There will be a green or blue light inside of the camera when it is powered on. It may be difficult to see depending on where you have it mounted (especially if it is bright outside).\nHuman Agent: Can you try covering the camera lens to block any light getting to the camera and tell me if the infrared lights turn on?\nCustomer: I cannot see any lights even I bring it to the dark room\nHuman Agent: Then there may be a power issue with the camera. Is the camera plugged in with an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: It is plug directly to the wall outlet \nHuman Agent: Then you will want to try using a different power adapter. The camera uses a 5V1A power adapter with a micro-USB connector. Any adapter that matches those specifications would work, but it would be ideal to use the adapter from a working camera, if possible, since we know that adapter will work to power a camera."]
["Customer: Troubleshooting\nCustomer: My cameras are not responding they have been installed and working for 3+ years\nCustomer: I have reconnected them the the Wi-Fi, there is power to all the cameras\nCustomer: They are still not working \nCustomer: Real person\nCustomer: I want to talk to an actual person \nCustomer: Agent \nHuman Agent: Hi my name is Wendy\nHuman Agent: The 4 cameras connected to this email are offline.  Did you get a new router? or update your wifi name or password?\nCustomer: There was a change, I called my service provider and we reconnected several weeks ago. We left and the cameras went off line again. Nothing has changed since \nHuman Agent: What color are the indicator lights on the cameras? and are the lights blinking or solid?\nCustomer: Green blinking \nCustomer: I’ve unplugged and replugged \nHuman Agent: Blinking green means the cameras are in setup mode.  You will need to set them up again to get them back online.\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: They are all installed I am not really able to move them. Will they reconnect if they are further than 5ft?\nHuman Agent: You can try setup where the cameras are mounted.\nHuman Agent: if you have trouble with setup moving the cameras close to your router can help get them setup"]
["Customer: Troubleshooting\nCustomer: Camera not connecting \nCustomer: Troubleshooting\nCustomer: Not connecting\nCustomer: Further assistance \nCustomer: Agent\nCustomer: D/static_file/62e2a22a12_1_20250312160456.jpg\nCustomer: The camera is not connecting to the wifi and I have rest the wifi and the camera \nHuman Agent: Alright, there could be a few reasons it is not connecting. First, could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Let me check\nCustomer: No light \nHuman Agent: The camera is showing online. It may be hard to see the light depending on where it is located and how it is mounted. But it looks like the reboot fixed the issue. Can you check the live view for the camera?\nCustomer: Ok\nCustomer: D/static_file/0c7499e770_1_20250312161113.jpg\nHuman Agent: It looks like it went offline again. Did you unplug the camera and plug it back in again?\nCustomer: I did\nCustomer: Does it show online now\nHuman Agent: It is showing online now. Do not unplug it any more unless I ask you to in order to troubleshoot.\nHuman Agent: Can you check the live video for the camera now?\nCustomer: It is working now \nHuman Agent: Good, I am glad you are able to see the video now. Do you have any questions?"]
["Customer: Troubleshooting\nCustomer: Can't get microphone to work\nHuman Agent: Hello, my name is Grant. The cameras on your account are the Zmodo 1080p Indoor/Outdoor Wi-Fi cameras. Those cameras do not have 2-way audio features. That is why the microphone and speakers are greyed out on your app.\nCustomer: Thank you\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: I've been having trying to scan the QR code but I can't get it to scan\nCustomer: And it said my devices connected to unknown SSI i\nCustomer: He say my device is connected to an unknown SSI\nCustomer: I don't know what it mean neither I'm just reading you what it say\nCustomer: It's saying my device is connected to an unknown SSI\nCustomer: Thing is saying someone somebody else is connected to my device\nHuman Agent: Hi my name is Wendy\nHuman Agent: ZMD19A4IH502479 Front yard camera \nHuman Agent: This is the camera you are wanting to setup?  When you need to enter your wifi info it says \"unknown SSID?\nCustomer: Yes \nCustomer: You say is hooked up to unknown SSD\nHuman Agent: Go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location then go through setup again.\nCustomer: Ok \nCustomer: It's a cut off silence but I don't know how\nCustomer: It tells me to turn off silence but I don't know how\nHuman Agent: Just make sure the volume is turned on -on your phone"]
["Customer: Need to speak to somebody \nCustomer: Agent \nHuman Agent: Hi my name is Wendy\nHuman Agent: How can I help?\nCustomer: I have been billed two times for a camera that was removed I need a refund for December and January \nCustomer: Agent"]
["Customer: camera does not connect and camera does not turn on\nCustomer: -1\nCustomer: The camera was working normally, but it stopped working. One of them has a red light flashing and no image, and the other one doesn't even turn on anymore.\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Yes, I continue to have problems \nCustomer: GSG5001C0135039 and GSG5001C0135036\nHuman Agent: Alright, which camera do you want to start with?\nCustomer: First\nHuman Agent: Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: No light \nHuman Agent: Is the camera plugged in to an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: Directly to a wall\nCustomer: I've already changed the socket and there's still no light.\nHuman Agent: Then you can try using a different power adapter. Ideally a power adapter from a working camera as we know that will work to power the cameras."]
["Customer: Greetings \nThe plug in cord on one of my devices is not working, I double checked and it is the cord not the camera. Could you please send me another cord to plug in my camera? \nCustomer: I need the plug that give the camera power\nCustomer: Please understand I need the plug-in for the Camera to connect to power supply (electricity) the plug cord is not working \nCustomer: No thats not true! \nMy power os working but the cord for the camera is Not \nCustomer: No \nI gave you ALL THE INFORMATION ALREADY.. PLEASE READ IT.\nCustomer: Aww C'mon!!\nCustomer: Supervisor please.\nCustomer: Please read all that I have sent.\nCustomer: I need the power supply cord.\nCustomer: YOU ARE the manufacturer! \nI bought it from you!\nCustomer: -1\nCustomer: -1\nCustomer: -1\nCustomer: -1\nCustomer: -1\nCustomer: I need a Supervisor \nCustomer: No Bots please I need a Supervisor \nCustomer: Thank you :)\nHuman Agent: We would replace the power adapter if the camera is under warranty. The cameras would have a 1 year warranty. If they are not under warranty, then you can purchase a replacement power adapter. The four cameras on your account will all use a 5V1A power adapter.\nHuman Agent: And it has a micro-USB connector.\nCustomer: Okay how much eould one power cord cost? \nHuman Agent: You can buy them from us here https://www.zmodo.com/5v-1a.html\n\nIt is a common power adapter so it can also be found on Amazon or at stores like BestBuy and Walmart.\nCustomer: Just for the plug in cord? \nOkay thank you.\nHuman Agent: You're welcome.\nCustomer: Have a Blesses Day! \nGoodbye! \nHuman Agent: Have a good day."]
["Customer: Hello\nCustomer: \nI need to reset the indoor and outdoor wifi camera\nCustomer: where is the reset button\nHuman Agent: Hi my name is Wendy.\n\nPlease provide the device ID on your camera. Check the sticker on the device, which might start with ZMD or GSG.  \n\nCustomer: I need a video to illustrate myself\nHuman Agent: You need a video?\nCustomer: Yes\nHuman Agent: What video are you needing?\nCustomer: Indicating where the reset button is\nHuman Agent: What type of camera are you wanting to reset?  What is the device ID on the camera?\nHuman Agent: The ID will be listed on a sticker on the camera and will start with ZMD or GSG"]
["Customer: My device is not working\nCustomer: My internet is not the problem. I tried everything and it still don’t work\nCustomer: Not working\nCustomer: I did that \nCustomer: Device not working\nHuman Agent: Hi my name is Wendy.  Camera named front door shows offline. Is this the camera you are needing help with?\nCustomer: The green light is on\nCustomer: Yes\nHuman Agent: Is the green light blinking green or solid green?  It is camera named Front door you are needing help with?\nCustomer: Solid\nHuman Agent: Solid green can indicate a power issue.\n\nIs the camera connected directly into a wall outlet, a power strip, a surge protector, or an extension cord?\n\nIf you are using a power strip, surge protector, or extension cord, please unplug from that, plug the camera in directly to a wall outlet with the original power adapter.\n\nOr try a different working power adapter, see if that will get the camera to power on and start blinking green or switch to solid blue.\n\nCustomer: Red light on but the green light is blinking \nHuman Agent: okay blinking green means its in setup mode now\nHuman Agent: ---------------------\nZmodo QR code instructions:\n\nBlinking green means the camera is in setup mode.  After you setup the camera the indicator light will switch to solid blue.\n\n-First go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n-Make sure your phone is connected to 2.4GHz wifi.\n-The room you are doing setup in needs to be bright. Turn lights on, open blinds.  Your phone's display should also be bright, turn your display brightness level up.\n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup."]
["Customer: Can  I call  you\nCustomer: Microphone \nCustomer: Is  not  working  how do I fix ir\nCustomer: It\nHuman Agent: The cameras on your account are the Zmodo 1080p Indoor/Outdoor Wi-Fi cameras, and one is a meShare camera. Those cameras do not have 2-way audio features. That is why the microphone and speakers are greyed out on your app."]
["Customer: Agent \nCustomer: Agent \nCustomer: D/static_file/20fd99a85b_1_20241127132810.png\nHuman Agent: If you are getting that message, then it means the camera is online. However, the camera is having trouble uploading the footage or the app is having trouble downloading the footage. Can you try restarting the app and restarting the phone that you are using the app on?\nHuman Agent: If there is no change after that, then can you uninstall and reinstall the app?\nCustomer: I’m not currently at my residence. I’ve tried all that already. What is strange it recorded around noon the driveway but I can’t see anything live\nHuman Agent: Do you have another phone or tablet that you can try to view the live video on? Or can you go to the web app at user.zmodo.com on a computer or your phone or tablet to see if you can see live video there?\nCustomer: Yes same on my husband’s phone \nHuman Agent: Okay, can you try using your phone's cellular data instead of the Wi-Fi? Just turn off the Wi-Fi and check and see if it shows the footage. Then you can turn the Wi-Fi back on.\nCustomer: That worked. Seems to be this wi fi. Thank you \nHuman Agent: You're welcome."]
["Customer: I need to set up my internet connection \nCustomer: I have done this and it’s not connecting \nCustomer: It’s still not working \nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: I’m confused \nCustomer: It’s not connecting \nCustomer: The wireless connection is not connected to the camera \nCustomer: What is the original setup method \nCustomer: Original setup connection process \nHuman Agent: Hi my name is Wendy\nCustomer: What is the original setup connection \nHuman Agent: Front cam, back cam, upstairs cam, and living room cameras can all use QR code setup.  Are the indicator lights on the cameras blinking green?\nCustomer: Yes \nHuman Agent: QR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nHuman Agent: Smartz QR code setup instructions:\n\nMake sure your smartphone is connected to 2.4GHz wifi then on the Smartz app tap on “Devices”, scroll down and tap on “Add device”.  Follow the in-app instructions to complete your setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n***The camera should be next to your router during setup, 5ft or less to your router***"]
["Customer: I got new internet and now my cameras won't stop buffering \nCustomer: How do I refresh the app\nHuman Agent: Hi my name is Wendy.  The cameras will need to be setup again to the new wifi info.  Are the indicator lights on the cameras named front & b-yard blinking green right now?\nCustomer: I don't see any lights blinking on the cameras\nHuman Agent: cup your hands around the lens.  The indicator light is inside the lens of the camera\nCustomer: The router box is blinking green\nHuman Agent: cup your hands around the lens of the camera.  The indicator light is inside the lens of the camera\nCustomer: I'm not able to reach the camera at the moment. I will have to try later when dark\nHuman Agent: okay we are here on live chat until 6pm CST today or tomorrow 9am-6pm CST\nCustomer: Thank you\nHuman Agent: You're welcome! have a great day!"]
["Customer: Hello I have one camera that now stops viewing live and it goes to solid green. It's outside and it's up high so then I get the ladder take it down and bring it in by the router and it turns solid blue so then I put it back up. It works all night and the next afternoon it turns solid green again. Does that mean it's nearing the end of its life? \nCustomer: How do I check the firmware update\nCustomer: It says it's updated to the latest version it's been up there for months and I haven't had any trouble with it I wonder why it's doing it now\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  If the camera is turning solid green that's normally not a good sign. It means 1 of 3 things is the issue, its either the camera cord is not giving the camera power properly, the outlet is not giving the cord/camera power properly, or the issue is the camera itself. \nHuman Agent: Are you using the origional 5FT cord that came with the camera plugged directly into a wall outlet or are you using any extension cables?"]
["Customer: Wendy was resetting my camera said it would take 15 mins\nCustomer: It did nothing still same picture from 6:30am this morning\nCustomer: Yeah I’m done shopping for new cameras\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Which camera are you needing help with?\nCustomer: Wendy was resetting my camera and it did nothing\nHuman Agent: To be clear, the live view on that camera is not working for you currently, correct?\nCustomer: Correct and I don’t have my ladder here\nCustomer: Camera and power is higher than I can get to\nHuman Agent: Okay, could you try restarting your router in that case?\nCustomer: It is not the router other 2 is working 1 is 2” away from the one that is not\nHuman Agent: If you cannot get to the camera, this would allow us to refresh the connection there. \nCustomer: Give me a min I am about to go do some sketchy chit to get to the power, don’t try this a home. \nHuman Agent: Okay. \nCustomer: It is back on\nHuman Agent: Okay, does it still not work when you go to live view?\nCustomer: It is working in live now\nHuman Agent: Wonderful. It also looks like it recording properly again as well. Is there anything else I can help you with for now?\nCustomer: I don’t make things easy to get to because I don’t want someone just unplugging it\nHuman Agent: That's understandable."]
["Customer: I can't find zmd_sap when i try an set up my camera\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: I.change.my.wifi code an my camera.stop.working g.it.want.them on my phone\nHuman Agent: Okay.  Please let me know the device ID on the camera you are wanting to setup\nCustomer: Where the id at\nHuman Agent: It will be listed on a sticker on the camera.  should start with ZMD \nCustomer: K let me.check\nHuman Agent: ok\nCustomer: How you reset the csmera\nHuman Agent: First I would need to know what type of camera it is.  With the device ID I can check if the camera is connected to an account and also check what setup method it uses.\nCustomer: I.gotta wait till im off wor\nHuman Agent: okay\nHuman Agent: we are here on live chat until 6pm CST if you want to contact us later.  M-F 9am-12pm CST or 1pm-6pm CST."]
["Customer: I’m still trying to set up my Camera and it’s telling me that there is establishing secure video channel, and then that stops and Then it says poor connection and try again later I’ve been trying and I’m not able to connect\nCustomer: How do I turn off the camera\nCustomer: I’ve already tried disconnecting the power and I’m still having the same problem. It is not a battery operated, it is a power source\nHuman Agent: Hi my name is Wendy\nCustomer: I’ve already tried the above and I still can’t get the camera to connect\nHuman Agent: Thermostat and boiler room cameras show offline are these the 2 cameras you are needing help with?\nCustomer: Yes those are the two cameras I’m trying to connect, how do I connect them online.\nHuman Agent: Are the indicator lights on both cameras blinking green?\nCustomer: One second please\nHuman Agent: sure"]
["Customer: Cameras keep timing out\nCustomer: Indicator light is red and it sounds like clock ticming\nCustomer: How do you reset cameras\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. The red you mentioned would be the night vision lights. There should be a separate indicator light that is green or blue. Do you see that when looking in the lens? The dome ones may be much harder to see."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Representative \nHuman Agent: How can I assist you?\nCustomer: Hi there I have 2 cameras that say connection lost in the app\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd13FDE2227414\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Green\nCustomer: Blue\nCustomer: I think it's working now \nHuman Agent: It looks like that camera did come online after you restarted it.\nCustomer: Let me try the other one \nCustomer: They are working thank you \nHuman Agent: You're welcome."]
["Customer: Hola\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: How can I reset my camera? \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you are trying to set up? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD."]
["Customer: Troubleshooting\nCustomer: How come my 2 camera their screen are both pink and how do I fix it? \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Is this device connected directly to the wall outlet with the provided power cable? \n\nHuman Agent: Pink/purple images indicate an issue with power. \nCustomer: What is the camera manufacturer's customer support number \nCustomer: Yes\nHuman Agent: Do you recall when and where the camera was purchased? \nCustomer: I did try all the option except option 1 don't know how\nHuman Agent: There is no setting to adjust the image display. Those cameras would need to be replaced. \nCustomer: 5 or 6 years ago. Its been awhile\nCustomer: You mean there's no other way beside to replace it? Then it's going to cost me money again. \nHuman Agent: Correct \nCustomer: Maybe your company can replace it \nHuman Agent: It is was purchased 5 or 6 years ago, so it would be outside of the warranty period. \nCustomer: But both of this 2 camera comes with pair the other 2 are working fine\nHuman Agent: Yes it isnt an issue that happens on every camera, it is linked to a power issue. Either there was a surge or the cameras were under powered for a while. \nCustomer: Do zmodo made those camera run by solar and can rotate 360 degree\nHuman Agent: Not currently. \nCustomer: Ok. Thanks!. That's sad to hear. \nHuman Agent: We generally have sales on new cameras around the holidays"]
["Customer: My camera is not working why \nCustomer: Troubleshooting\nCustomer: Camera 2 is not working \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Is the device currently plugged into it's sPoE cable with that plugged into the NVR? It may be best to make sure the cables have not gotten unplugged or become loose."]
["Customer: Talk to a representative \nCustomer: Having trouble viewing playback on my subscription \nHuman Agent: I see one camera on your account that is subscribed and that camera is offline. The camera would not be able to record if it is offline. Are you there with the camera to troubleshoot it?\nCustomer: Also when I am able to view the playback when going to the areas where there is motion dedicated is goes 10 -15 minutes before the time I am selecting to view \nCustomer: I will unplug that one and see if that helps \nCustomer: Are you able to help\nWith that \nHuman Agent: Yes, we can work on getting the camera back online. Did you unplug and plug in the camera?\nCustomer: I did \nCustomer: Still not able to access \nHuman Agent: What light do you see in the camera?\nCustomer: Red \nHuman Agent: Is that the infrared lights that come on around the camera lens?\nCustomer: Yes \nHuman Agent: Behind the infrared lights there will be a green or blue light that tells us the status of the camera. Can you look for the green or blue light?\nHuman Agent: Could I also have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Got 3 of my 4 cameras hooked up can't get 4th one to look up\nCustomer: Set up\nCustomer: Was hooked up , had a cloud trial hooked to it, I hit reset and it won't relink\nHuman Agent: Hello, you've reached Customer Care. My name is Grant. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?"]
["Customer: Set up\nCustomer: Cameras can not be found after turning solid blue \nHuman Agent: Hi my name is Wendy.  What is the device ID on the solid blue camera?\nHuman Agent: The device ID will be listed on a sticker on the camera and it will start with ZMD or GSG\nCustomer: Zmd12kn68205020\nHuman Agent: ZMD12KN68205020 is not connected to an account.  The indicator light shows solid blue for you?\nCustomer: Yes\nHuman Agent: Do you have more than one router? or any wifi extenders or wifi boosters that the camera may be connecting to?\nCustomer: I have 18 WAP connected to the router \nCustomer: One router\nHuman Agent: Could you please unplug the router?  see if the indicator light will start blinking green with the router unplugged.\nCustomer: Camera blinking green \nHuman Agent: You unplugged your router? and now the indicator light is blinking green? Could you please plug the router back in?  When the router is back online please let me know if the indicator light on the camera stays blinking green or switches back to solid blue\nCustomer: Solid blue \nHuman Agent: Do you have any virtual or guest networks on the router?\nCustomer: Guest\nHuman Agent: Could you turn that off? Then see if that will get the camera to show online\nCustomer: All require passwords \nHuman Agent: Okay please turn off the guest network, let me know if the indicator light stays solid blue with the guest network off\nCustomer: I connected this system today out of the box and everything went fine but I can’t find the cameras anywhere to view\nCustomer: I have no access to turn off networks \nHuman Agent: The camera shows offline on my end.  solid blue means the camera is connecting to something on your network.    We need to figure out what the camera is connecting to\nHuman Agent: You cannot login to your router?\nCustomer: No\nHuman Agent: You will want to contact your internet service provider or router manufacturer for help with that.\nCustomer: So I can not use these cameras \nCustomer: How would they connect to a random network?\nHuman Agent: The indicator light on the camera needs to be blinking green, that means it is in setup mode.  \nHuman Agent: If you have a guest network the camera is possibly connected to that.  Turning the guest network off, you can check if the indicator light starts blinking green, when its blinking green you can set it up\nCustomer: I did that and set them up \nHuman Agent: You did what?  You logged into the router and turned off the guest network?\nCustomer: All networks are password protected \nHuman Agent: Okay\nHuman Agent: Did you contact your internet service provider or router manufacturer for help logging in to your router?  You turned off the guest network?\nCustomer: I set up the cameras while the light was flashing green \nHuman Agent: ok on my end the camera is offline and not connected to an account\nCustomer: I followed the instructions on the quick start guide \nCustomer: What can I do now?\nHuman Agent: Log in to your router and turn off the guest network.  That would be the next troubleshooting step\nCustomer: Can the cameras be setup somewhere else \nHuman Agent: You could try moving the cameras to a different location and set them up to a different network.  When the indicator lights are blinking green you can set them up\nCustomer: So I could take them home, configure them, bring them back and change the WiFi address\nHuman Agent: You could try that.  I would recommend you turn off the guest network before trying to set them up to this network\nCustomer: If the cameras are installed, I can go one by one and change each cameras WiFi connection correct?\nHuman Agent: I'm not sure what you mean\nHuman Agent: The indicator lights on the cameras need to be blinking green in order to set them up\nCustomer: I can change the network connected to the cameras say if I move them to a different location \nHuman Agent: If you move the cameras to a different location and plug them in, the indicator lights should start blinking green, that is when you would be able to set them up\nCustomer: Once setup, do I have the ability to change the network settings later?\nHuman Agent: You would need to unplug the router that the cameras are connected to then you can set them up to a different network\nCustomer: There’s no way to change it once they are set up?\nHuman Agent: Yes you can change what network the cameras are connected to after they are setup you would just need to unplug the network that the cameras are setup to first.  That will get the indicator lights to start blinking green.  When the indicator lights are blinking green you can set the cameras up to a different network.\n\nYour phone would also need to be connected to the network you want the cameras setup to. (2.4GHz wifi)\nCustomer: Ok makes no sense. \nHuman Agent: What don't make sense?"]
["Customer: agent please \nHuman Agent: How can I assist you?\nCustomer: I am set up 2 cameras in the back yard, how come everyday from 4:00am-6pm I don’t see 1 one camera, but at 6:00pm - 4:00 am I able to see all cameras?\nHuman Agent: Which camera are you having trouble with?\nCustomer: BY1\nCustomer: D/static_file/35f0d5d21c_1_20241121173352.png\nHuman Agent: Alright, are you there with the camera to troubleshoot it? It looks like it goes online and offline frequently, which is typically a network connection issue.\nCustomer: right now I am able to see it online until around 4:00am only\nHuman Agent: Are you looking at events? Because that only records an event when it detects motion. But the camera itself looks like it goes online and offline frequently. So you would want to troubleshoot to see why it is going offline. Are you there with the camera at this time?\nCustomer: yes, at that time only 1 camera else still online as very well \nHuman Agent: The two most common causes of network connection issues are the signal strength at the camera and the upload bandwidth.\nHuman Agent: You can test the upload speed of the Wi-Fi network that the cameras are connected to. Make sure that your phone is connected to the same 2.4 GHz network that the cameras are connected to. You can use this website https://fiber.google.com/speedtest/ to test the speed of your network. It will test a download and then an upload speed.\nHuman Agent: To test signal strength, you can download an app on your phone. If you are using Android, then you will want to download an app called Wifi Analyzer. If you are using iOS, then you can download an app called Airport Utility. You can use these apps to test the signal strength from your Wi-Fi near the cameras.\nCustomer: how you use this app? can you please show me?\nHuman Agent: Did you test the upload bandwidth already?\nHuman Agent: I would recommend testing that first as it is easier to do.\nCustomer: D/static_file/59ff1e5eab_1_20241121174521.png\nHuman Agent: Okay, we can do the signal strength first then, instead of the upload band width.\nHuman Agent: You will need to go to your phone settings and go to the app settings. Turn on the Wi-Fi Scanner at the bottom.\nCustomer: D/static_file/6f3c77aded_1_20241121174825.png\nHuman Agent: Okay, then you will want to go out to the camera and put the phone next to the camera. Open the app and tap on Wi-Fi Scan at the top right. Then tap on Scan in the top right corner. Let the scan run for about 20 seconds and then you can tap on Stop.\nHuman Agent: Then you will want to find your Wi-Fi network in the list.\nHuman Agent: I want to let you know that the Live Chat support will close in 9 minutes. I will continue to work with you, but if we run out of time, then I will send you an invitation to schedule a callback.\nCustomer: D/static_file/b218c6ab21_1_20241121175400.png\nHuman Agent: And that is your network with your phone right next to the camera? It is important to have the phone outside with the camera and as close as possible since it will change depending on location.\nCustomer: now how we know the problem in which channel?\nCustomer: oh we have to come nearby camera got the problem \nHuman Agent: Yes, I said you need to go out to the camera and put the phone next to the camera. Open the app and tap on Wi-Fi Scan at the top right. Then tap on Scan in the top right corner. Let the scan run for about 20 seconds and then you can tap on Stop.\nCustomer: oh I see, we do it when it got problem offline?\nHuman Agent: You can test it now.\nCustomer: ok, let me come out to do so\nHuman Agent: The Live Chat support is closing for the evening. If you would like to schedule a callback appointment, then you can tap on Schedule Call. Have a good evening.\nHuman Agent: The Live Chat support is closing for the evening. If you would like to schedule a callback appointment, then you can tap on Schedule Call. Have a good evening.\nCustomer: D/static_file/dec3c3d7ca_1_20241121180055.png\nCustomer: so how come we know which one is address wifi at each cameras?\nCustomer: how you know mac Id each cameras?"]
["Customer: Hola, buenas tardes\nCustomer: Tengo inconvenientes con mis cámaras, por más que les actualizo las fechas y horas con la zona horaria, por el momento que lo hago se ponen actualizadas, pero en poco tiempo vuelve se desactualiza y pone una fecha del año 2000 y la hora errada.\nCustomer: Necesito el soporte técnico\nCustomer: Agente\nCustomer: 1\nCustomer: Okey\nCustomer: Hola\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\n\nCustomer: I need in spanish please\nHuman Agent: \nOlá, você ligou para o atendimento ao cliente, meu nome é Kylie. Como posso ajudá-lo hoje?\nCustomer: I try to put the day and year correctly on may cameras, because it' showing year 2000, and the hour is not correctly with my country in dominican republic. I've tried doing all that you show me a message here. And when I do it, everything is okey, but a few minutes later, it's get wrong again. I did it ten times and now is wrong again.\nCustomer: I need your help and if you can from there with your own system try to correct please.\nHuman Agent: Não tenho certeza de qual é o seu problema. Você consegue emagrecer e explicar que ajuda você está precisando mais comigo? então posso ajudar mais."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: They were working fine until now\nHuman Agent: HI my name is Wendy. Both cameras named H show offline.  Are these the cameras you are needing help with?\nCustomer: Keeps trying to sync \nHuman Agent: Both cameras named H show offline.  Are these the cameras you are needing help with?\nCustomer: Wi-Fi working fine yes both h\nHuman Agent: What color are the indicator lights on the cameras? and are the lights blinking or solid?\nCustomer: Blinking green \nHuman Agent: The cameras are in setup mode, they will need to be setup again to get them back online.  The cameras can use QR code or Zink setup\nHuman Agent: ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nCustomer: Why they were working fine is this going to be a problem all the time\nHuman Agent: Did you get a new router? or update your wifi name/password?\nCustomer: No\nHuman Agent: Usually the most common reasons for cameras to go offline is that they are unplugged from power or they disconnect from the router.\nHuman Agent: Please try and setup the cameras again using Zink setup to get the cameras back online\nCustomer: What setup is that?\nHuman Agent: ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step."]
["Customer: Câmera do not working\nCustomer: Red light \nHuman Agent: ello, you've reached customer care, my name is Kylie. I will need to look up the device, can you send me all the cameras ID numbers. They will start with ZMD, with that then we can troubleshoot with the camera better."]
["Customer: Troubleshooting\nCustomer: I’m trying to update the app and it keeps saying failed try again \nRepeatedly \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You're trying to update the app? Or do you mean you're trying to update a camera?\nCustomer: The Zmodo app is telling me to update it \nAnd is telling me not to unplug the cameras because it could damage it \nHuman Agent: That sounds like you're updating a camera rather than the app. Is this specifically when you hit live on the camera named Smart Device?\nCustomer: Yes \nHuman Agent: Okay, is it somewhere close to the router so it would have strong wifi signal?\n\nCustomer: Yes \nHuman Agent: Okay, I'll attempt to push the update from my end. If that does not work, do you have a windows computer on the same network?\nCustomer: I don’t\nHuman Agent: Okay, I'm currently attempting to update it. \nCustomer: I think my sister does\nCustomer: Ok\nHuman Agent: It doesn't seem to be taking the update and looking at the online history, it's been mostly offline and seemed to only be online briefly. Has it been mostly unplugged over the last few days? \nCustomer: One of them yes\nHuman Agent: I'm unsure what you mean by one of them. We're specifically working with the camera named Smart Device. \nCustomer: Ok \nI have 3 cameras running \nAnd I have them in a group on the app that’s called smart device \nHuman Agent: You have 3 cameras named Room, Living R, and Smart Device. Only the camera named Smart Device is not updated. It has poor uptime and the ID is ZMD17A6I7534428. Is this the camera you have had unplugged for a good while?\nCustomer: Yes \nMy apologies \nCustomer: It’s the one named smart device \nHuman Agent: Okay, on your app please try going to the homepage of the app, tap settings to the right of My Devices, tap on the group, tap on the camera named Smart Device, tap the ... in the top right, then on device version tap there to try to update from there. \nCustomer: Ok\nThank you \nAnd again I apologize \nHuman Agent: No problem, you've done nothing wrong here, I just wanted to make sure to clarify so we were on the same page. \nCustomer: Yes,The update worked \nI was waiting for it to update \nThanks again \nHuman Agent: Wonderful, good to hear. Anything else I can help you with for now?\nCustomer: No thank you \nHuman Agent: Okay, have a good evening!"]
["Customer: My camera will not perform the update. \nCustomer: Can you reset the camera? \nCustomer: How do I reset it \nCustomer: That doesn’t work\nHuman Agent: Hi my name is Wendy.  Which camera will not do the update?\nHuman Agent: What is the name or ID on the camera?\nCustomer: My camera will not perform the needed update \nHuman Agent: What is the name or ID on the camera?\nCustomer: D/static_file/bbfb6ee0e4_1_20250116155721.jpg\nCustomer: ZK8 8FS23NM\nHuman Agent: ZMD19A4IH521253 cows camera shows offline.  What color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: Blue light solid. Flashing green \nHuman Agent: The camera needs to be online in order to update it\nHuman Agent: It shows a solid blue light and flashing green?\nCustomer: Yes\nCustomer: I’ve tried removing it and readding it to my network. But it won’t scan the QR code. \nHuman Agent: okay.  it should be just flashing green when in setup mode then it will switch to solid blue when the camera is connected to your network.\nCustomer: Do you have any suggestions ? \nHuman Agent: Please go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location\nHuman Agent: double check that your phone is connected to 2.4GHz wifi\nCustomer: I mean all my other cameras are working? \nCustomer: My phone is connected. \nHuman Agent: ok\nHuman Agent: Please click on the “+” icon on the phone app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: App is set up fine \nHuman Agent: ok\nCustomer: Not sure why once I remove it from the list it won’t reconnect via scanning QR \nHuman Agent: Right now the camera is offline.  You would want to set it up again to get it back online.\n\nDid you make sure location is enabled? in your phone's settings for the app? along with precise location?\nCustomer: D/static_file/6b6c060d95_1_20250116160140.png\nCustomer: It won’t scan the QR. \nHuman Agent: ok great! and you are sure your phone is connected to 2.4GHz wifi?\nCustomer: I’m going to go remove it from the list \nHuman Agent: No need to delete the camera. It would just need to be setup again.\nHuman Agent: you are sure your phone is connected to 2.4GHz wifi?\nCustomer: D/static_file/96a119a730_1_20250116160244.png\nHuman Agent: this is a 2.4GHz wifi?\nCustomer: It’s the only WiFi. Same I’ve always had and set this camera up on originally \nHuman Agent: If it is, please go through setup again.\n\nMake sure the room you are in is bright, turn lights on, open blinds..  Make sure your phone's display is bright and font size is small so the entire QR code fits on the screen during setup.\nCustomer: I’ve deleted it from my devices \nHuman Agent: ok\nHuman Agent: please go through setup again.\n\nMake sure the room you are in is bright, turn lights on, open blinds..  Make sure your phone's display is bright and font size is small so the entire QR code fits on the screen during setup.\nCustomer: I’m going to plug it in right beside the router\nHuman Agent: great!\nCustomer: The light is green \nCustomer: I will go to my devices and add \nHuman Agent: ok\nCustomer: Won’t work\nHuman Agent: The indicator light on the camera is just blinking green now? or does it flash between green & blue?\nCustomer: Times out. I’ve connected a ton of these as you can maybe see. I have like 10 cameras. \nCustomer: Green\nHuman Agent: blinking green or solid green?\nCustomer: Blinking\nHuman Agent: okay that means the camera is in setup mode.  When you went through setup did the indicator light blink blue at all?\nCustomer: No\nCustomer: Can I add thru another means other than QR\nHuman Agent: that means the camera isn't communicating with your router.  \nHuman Agent: This type of camera may possibly be able to be setup using Zink setup.  Go to your phone's wifi, check if you see a zmd_sap network listed there.\nCustomer: Red lights \nHuman Agent: This type of camera may possibly be able to be setup using Zink setup.  Go to your phone's wifi, check if you see a zmd_sap network listed there.\n\nThe red light is the IR night vision light.  \nCustomer: Nope. The Zink won’t work. That network isn’t listed \nCustomer: Is there a hard reset on the camera \nHuman Agent: Okay.  Could you please unplug your router for 3 minutes?  Then when the router is back online try QR code setup again.\n\nNo reset button on the camera.\nCustomer: Yes\nHuman Agent: ok thanks\nCustomer: Nothing. Same result \nCustomer: Same result \nCustomer: Flashing green light \nHuman Agent: Do you have another phone or tablet that you could try setup from?\nCustomer: Yes. I can try that later. I’ll be in touch. Thanks \nCustomer: I just set up a new camera on my phone for my mom the other day. \nCustomer: Using this app. \nCustomer: Odd this won’t work\nHuman Agent: okay.  Live chat agents are available here on live chat until 6pm CST today (M-F) 9am-12pm CST and 1pm-6pm CST\nHuman Agent: Just as for an AGENT and one of us will do more troubleshooting with yhou\nHuman Agent: *you\n\nCustomer: Thanks \nHuman Agent: You're welcome"]
["Customer: Some of our cameras are recording but not all of them and some of them show up more than once\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like all of your devices are currently offline, do you have them only connected to a network with no internet access?\nCustomer: We are not sure we believe that we do have the wifi connected to it \nHuman Agent: The NVR itself cannot connect via wifi and would connect via an ethernet cable running to the router. The cameras on the account though would connect via wifi, but they also show offline so I just wasn't sure if your router itself wasn't connected to the internet. It looks like things have been offline at least over a week. \nCustomer: We are not sure what exactly that means\nHuman Agent: Essentially everything is offline currently, but from the sounds of it, you can see cameras locally on a monitor, correct? \n\nCustomer: yes i can see some of them but not all of them and some of them show up more than once \nHuman Agent: Okay, are you only wanting to view locally on that monitor or were you also wanting to view via the app?\n\nCustomer: both\nHuman Agent: Okay, is the router that the devices are connected to connected to something with internet access then? As everything showing on your account is offline. Or are you working with different devices than what is on your account?\nCustomer: Im not sure so does the box need to be connected by a wifi line?\nHuman Agent: The NVR connects via an ethernet cable to your router. If you can see some of your wifi cameras there, you seemingly have it connected to that, but none of your devices are online which implies the router things are connected to doesn't have internet currently. \nCustomer: ok, i will try this and get back to you tommorow thank you!\nHuman Agent: Okay. Have a good evening."]
["Customer: How come I can't hear sound on my camera \nHuman Agent: Hi my name is Wendy.  Your outdoor bullet wifi camera named smart device does not have an audio feature.  No sound."]
["Customer: Set up\nCustomer: My camera is not reading my QR code.\nCustomer: The camera shows a green flashing light.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. is this a new camera you are setting up or a camera that was already setup?"]
["Customer: Set up\nCustomer: I want to add this model ZP-IBH23-W on my channel\nCustomer: -1\nHuman Agent: Hi my name is Wendy.  Please provide the device ID of the cameras you're needing help with.. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: ZMD19A4IH502612\nHuman Agent: ZMD19A4IH502612 is offline.  What color is the indicator light on the camera? and is the light blinking or solid?\n\nYou can login to the app with sn----@pih.org?\nCustomer: Ha ok\nCustomer: Thank you...!\nHuman Agent: You will need to be logged into the app with this other email in order to setup the camera."]
["Customer: Can I setup a single camera to notify me of activity?\nCustomer: Is there an instruction sheet somewhere exp[laining how to set it up?\nCustomer: Instructions for setting up motion notifications\nCustomer: i dont have a mee tab\nCustomer: There is no Me tab\nCustomer: what is better premium or platnum package\nCustomer: why do I not have a me tab\nCustomer: representative \nHuman Agent: Are you logged in on the web app or are you logged in on the mobile app?"]
["Customer: Set up\nCustomer: how do i get my camera back online\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Wont update \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like your camera is offline. It would not be able to update while offline. Is it currently blinking green?"]
["Customer: Not getting notifications even though I have all notifications turned on\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you getting no notifications whatsoever or just not getting them for every motion?"]
["Customer: Why is there no sound\nHuman Agent: Hello, you've reached customer care, my name is Kylie. There is no sound because the cameras you have on this account do not have a microphone or speaker built in so its not possible due to that."]
["Customer: I still can't get cameras hooked up  says there's a problem with payment ???\nHuman Agent: Hi my name is Wendy.  Your cameras need to be setup in order to get them online.  Are the indicator lights blinking green right now for both cameras?"]
["Customer: hello\nCustomer: is any agent around ?\nCustomer: need an agent\nCustomer: agent support\nCustomer: Troubleshooting\nCustomer: both\nCustomer: can I chat with an agent\nCustomer: I have this mini cam ZMD18FLIG512054...  facing some issues... when I setup this cam... everything is fine.. when for some reasons I unplug it, it is not back on line automatically... I need to set it up again... the second issue is that it is not updated... so when I try to update it, it displays the \"kind of purple led\" and then it goes to solid green, then blinking green.. and app display update error\nCustomer: Could you please help to update this ZMD18FLIG512054 cam\nHuman Agent: I can try to push an update from our end for the camera.\nCustomer: please proceed\nCustomer: and let me know what should I do from my end\nHuman Agent: Watch the light on the camera and let me know if it changes.\nCustomer: still solid blue\nHuman Agent: If the light still has not changed like when you try to update the camera, then it may be an issue with the camera. And the camera cannot download and install the update. The fact that it does not automatically reconnect when you restart the camera, then that is another thing pointing to there being an issue with the camera.\nCustomer: hey\nCustomer: what about the other issue\nCustomer: when I unplug it.. .I need to set it back again \nCustomer: the other cams when do so... they go back online automatically\nHuman Agent: Yes, that is what I was saying in my previous message. There is not really a solution if it does not connect when you plug it back in. That is a problem with the camera that unfortunately, there is not really a solution to.\nCustomer: please review the chat from yesterday\nCustomer: they said it was updated already\nCustomer: so every agent says different things \nCustomer: when I try to update it from my end the led changes to purple ... then to solid green and then to blinking green\nCustomer: what about that \nCustomer: now Im updating it\nCustomer: please consider I that I have more than 50 cams\nCustomer: so I like ZMODO but sometimes customer services is not the best\nHuman Agent: The light changing is what is supposed to happen when the camera is updating.\nCustomer: so now, Im updating it\nCustomer: app says updating\nCustomer: but led is now blinking green\nHuman Agent: So it is trying to download and install the update, but seems to fail. I tried to push an update from our system, but you did not see any change in the light and it did not update.\nCustomer: is that oK ?\nHuman Agent: Yes.\nCustomer: can you try again from your end ?\nCustomer: please\nCustomer: now it is blinking green and app says updating\nCustomer: what should I do next\nHuman Agent: As for the chat yesterday, I am the same agent you spoke to yesterday. I tried to push the update, and then got no further response from you. I did not say it was already updated.\nCustomer: OK sorry for the missinderstanding\nHuman Agent: I cannot push an update from my end if it is flashing green because it is not connected to the internet. You would need to connect it to the Wi-Fi network.\nCustomer: OK let me connect it again\nCustomer: blinking blue\nCustomer: blinking blue and green\nCustomer: device connected now\nCustomer: solid blue\nHuman Agent: Okay, I can try pushing an update for a third time, but it will likely have the same result as the other times we tried.\nCustomer: something happened yesteday... after we chat... thinking it was updated already... I unpluged a few times and plug it again... and it connected automatically\nCustomer: today is not longer doing so\nCustomer: question....\nCustomer: what about if when updating is in progres... I can please another mobile with the QR code infront of the camera... so when updating then goes to solid green then blinking green.. .the cam will see the qr code and connect again... \nCustomer: do you think that could help ?\nHuman Agent: You can try that. I do not know if that will help or change anything.\nCustomer: ok \nCustomer: thank you\nCustomer: have a great day\nCustomer: bye\nHuman Agent: You're welcome. You have a good day, too."]
["Customer: Need to reset 2 cameras \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What are the IDs of the cameras you're trying to reset? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: ZP-IBH23-W cameras \nZMD17G517800664\nZMD17G517800682\n\n\nHuman Agent: These cameras should not need to be reset typically. As long as they're blinking green, you should be able to proceed with setup. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Can you reset these \nHuman Agent: They're offline, so it would not be possible to reset them from here. Are they blinking green? If so, they do not need reset and just need to be set up using the method in my last message. \nCustomer: They are green\nCustomer: Solid green\nHuman Agent: Solid green should normally only occur when booting up. If they're staying solid green all the time, there is some issue currently with either the power situation or the cameras. Are the plugged directly into wall outlets without extension cables using their original cords?\nCustomer: Yes"]
["Customer: Try to reset camera and connect via qr code\nCustomer: It always times out\n\nCustomer: No, QR code setup has timed out\nHuman Agent: Hi my name is Wendy.  Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\n\nCustomer: Zmd12ai45223906\n\nHuman Agent: ZMD12AI45223906 uses Zink setup.  Is the indicator light on the camera blinking green?\nCustomer: Yes\nHuman Agent: Zmodo ZINK setup instructions:\n-First go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n-Then turn off mobile data for your phone.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup. Please remain within 5 feet of the camera for the entire process.\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have a tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app\n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step."]
["Customer: Troubleshooting\nCustomer: Camera won’t connect \nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  The bullet cameras connected to this account show offline.  What color are the indicator lights on the cameras? and are the lights blinking or solid?\nCustomer: Blue \nHuman Agent: blinking blue or solid blue\nHuman Agent: QR code instructions: \n\nIf the indicator light on the camera is blinking blue, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*"]
["Customer: Troubleshooting\nCustomer: Unable to open zmodo live stream from the app \nCustomer: Did all of the above \nCustomer: When I open the zmodo app and click on the live stream for doorbell or watch events, it's not loading \nCustomer: Did all of it\nCustomer: -1\nCustomer: Connect to the live agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Currently the doorbell is offline which is why you are unable to see it live.\nCustomer: What can I do to make it online?\nHuman Agent: When you look at the front of the doorbell what color are the lights coming from it and are they flashing or solid? \nCustomer: Flashing green \nCustomer: There?\nHuman Agent: Okay, first you will want to reboot the doorbell to see if it comes on from that, if it does not then you would go through the setup process. To reboot the doorbell you have to drain it from power. You can either take the face off the doorbell and hold the doorbell button to drain it of power then slide it back on, or you can flip the breaker off, then press the doorbell button until it turns of then flip it back on again. \nHuman Agent: Once its booting up again you will see the lights turn a solid green, then flash green, if its trying to connect it will then flash blue then turn a solid blue once connected. \nCustomer: I did that and it's still flashing green \nHuman Agent: Okay, How long ago did you do this? if its been within 10-15 minutes then we can try the setup, if not then you would do the reboot first then the setup. \nCustomer: 10-15 ago\nHuman Agent: To find out what setup the camera uses you would get close to the camera with your phone, go into the phones Wi-Fi settings and look for a Wi-Fi network named ZMD_SAP, If you see that network on the Wi-Fi list then that means the camera uses the Zink setup. If you do not see that network then the camera would use the QR code setup instead. \nHuman Agent: Let me know if you do or do not see the ZMD_SAP network and I will send you the setup steps.\nCustomer: I don't see zmd_sap\nCustomer: What should I do now \nHuman Agent: Okay you will go through the QR code setup with the camera\nHuman Agent: QR setup:\n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\nHuman Agent: When you show the QR code to the camera watch the lights on it to see how it reacts, once it turns solid blue that means it is online and you can try to view it live."]
["Customer: Agent \nHuman Agent: How can I assist you?\nCustomer: Hello my back door camera doesn’t want to connect\nCustomer: I just bought it \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/311673fa39_1_20240916134444.jpeg\nCustomer: I also lost my free trial bc I tried removing the device and adding it back to trouble shoot it \nHuman Agent: It looks like that camera does not have a good connection to the network. The two most likely causes would be the signal strength at the camera or the upload bandwidth.\nHuman Agent: To test signal strength, you can download an app on your phone. If you are using Android, then you will want to download an app called Wifi Analyzer. If you are using iOS, then you can download an app called Airport Utility. You can use these apps to test the signal strength from your Wi-Fi near the cameras.\nHuman Agent: You can also test the upload speed of the Wi-Fi network that the cameras are connected to. Make sure that your phone is connected to the same 2.4 GHz network that the cameras are connected to. You can use this website https://fiber.google.com/speedtest/ to test the speed of your network. It will test a download and then an upload speed. The upload speed is the important one for the cameras.\nCustomer: Hello"]
["Customer: cams not working\nCustomer: did that\nCustomer: cams off line\nCustomer: its blue\nCustomer: no pic\nCustomer: did that \nCustomer: need live agent\nCustomer: ok\nCustomer: i see solid blue light but no pic\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: outside cam \nCustomer: cant reach\nHuman Agent: There is not a camera on your account named \"outside cam\".\nCustomer:  papi night 4\nCustomer: yes\nHuman Agent: Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: did that\nHuman Agent: Well, lets do it again and let me know what light comes on in the camera when you plug it in.\nCustomer: ok"]
["Customer: Troubleshooting\nCustomer: Agent \nCustomer: I can not look at any live views of my cameras \nHuman Agent: What do you see on your app when you open the app? Do you see the cameras listed there?\nCustomer: I see all the cameras listed but when I click live view it says bad connection.  But I’m receiving updates when someone or something walks In front of them \nHuman Agent: Okay, that means that it is having trouble loading the footage. That could be an issue with the camera's connection to the internet, but it could also be an issue with the phone's connection to the internet. Are you connected to Wi-Fi or are you using your Cellular Data?\nCustomer: I’m WiFi I strong and they all worked loaded the live view fine up until a week ago or so \nCustomer: I’m using wifi \nHuman Agent: Are you connected to the same Wi-Fi network as the cameras are connected to?\nCustomer: Correct \nHuman Agent: Okay, then the quickest thing to check would be the download and upload bandwidth. You can test the upload speed of the Wi-Fi network that the cameras are connected to. Make sure that your phone is connected to the same 2.4 GHz network that the cameras are connected to. You can use this website https://fiber.google.com/speedtest/ to test the speed of your network. It will test a download and then an upload speed.\nCustomer: 521/227\nHuman Agent: That is good. Is it all of the cameras that you are having trouble viewing the live video from? Or is it specific cameras that you are having trouble with?\nCustomer: Let me check \nCustomer: Driveway, front yard and back yard \nCustomer: Do not load \nHuman Agent: Okay, so if it is specific cameras, then it may be a signal strength issue at those cameras. \"Driveway\" is currently showing offline and the other cameras look like they go on and offline frequently. So you may want to check the signal strength at those cameras.\nHuman Agent: Do you have a Wi-Fi extender or a mesh network?\nCustomer: Hello?\nHuman Agent: Did you receive my previous messages talking about those cameras? I will send them again.\nHuman Agent: Okay, so if it is specific cameras, then it may be a signal strength issue at those cameras. \"Driveway\" is currently showing offline and the other cameras look like they go on and offline frequently. So you may want to check the signal strength at those cameras.\nHuman Agent: Do you have a Wi-Fi extender or a mesh network?\nCustomer: Ok I’ll check that thanks \nHuman Agent: You're welcome."]
["Customer: Why cant I talk through my camera\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The cameras on your account don't have a microphone or speaker so it doesn't support audio for that reason."]
["Customer: Troubleshooting\nCustomer: Cameras are not activated.\nCustomer: Plugged in but no lights \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you trying to set up a new camera or reconnect a device that was online/setup in the past?"]
["Customer: I have 3 cameras not working.\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I have power.\nCustomer: No signal to cameras."]
["Customer: Camera won’t work\nCustomer: Yes\nCustomer: Customer service \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD17HHI7800066\nHuman Agent: Thank you. Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Solid green\nHuman Agent: Alright, watch the light for a minute and let me know if it changes from the solid green.\nCustomer: It blinks green then turns off and then it turns solid green again \nHuman Agent: Okay, so it is rebooting, which means that there is a power issue. Is the camera plugged in with an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: Right now with extension cord\nHuman Agent: Then can you try plugging the camera in directly to a wall outlet?\nCustomer: I switched it to different extension chord\nHuman Agent: You can try another extension cord, but the issue may be that it is plugged in to an extension cord, so it may be getting less power. I would recommend plugging it in directly to a wall outlet.\nCustomer: Plugged it directly to the wall plugg and it does the same thing \nHuman Agent: It should start solid green, but if it is changing back to solid green, then the next thing to test would be the power adapter. Can you try using another working power adapter. If you have another working camera at that location, that would be ideal because we know that power adapter works.\nCustomer: This power adapter works just unplugged one of my working cameras from it\nCustomer: Can i call you . Im don’t txt\nHuman Agent: I would recommend trying one of the power adapters that your working cameras are currently plugged in to. Because if it does not work on another power adapter, then unfortunately it is the camera and the only solution at that point is replacing the camera if you would like to.\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: Can i schedule a call?\nHuman Agent: Yes, you can tap on Schedule Call to make a callback appointment.\nCustomer: I won’t let me tap it\nHuman Agent: I sent the callback invitation again."]
["Customer: My camera says update now but will not update what do I do \nCustomer: 1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Which camera are you trying to update?"]
["Customer: Troubleshooting\nCustomer: I need device trouble shoot \nCustomer: How do I get to the network connection \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you meaning for your wired cameras? They should come online so long as they are powered and connected to the internet. Do you have them connected to a sPoE repeater currently? If so, is that plugged into both power and connected to your router via ethernet?\nCustomer: Yes \nHuman Agent: I apologize, it seems the bot had taken the chat back over. One moment. \nHuman Agent: Is the repeater currently powering on? You should be able to see lights on the ports on it's back."]
["Customer: Troubleshooting\nCustomer: My cameras are broken. Have been broken - they were purchased in 2022 only lasted a year \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Unfortunately they would be outside of warranty. When you say they're broken, are they not powering on at all?"]
["Customer: The # on my camera not working is \nZMD14ACDA214122\nDan\nCustomer: -1\nHuman Agent: Hi my name is Wendy.  ZMD14ACDA214122 shows offline.\nHuman Agent: What color is the indicator light on the camera? and is the light blinking or solid?\nHuman Agent: You should see a green or blue indicator light that is either blinking or solid.\nCustomer: The numbers match the camera has not operated since 10/20/2022. I have tried everything you have asked me to do. It has power and will not turn on. I have unplugged it and put it back online no picture. What can I do now?\nDan \nHuman Agent: ZMD14ACDA214122 shows offline. What color is the indicator light on the camera? and is the light blinking or solid? You should see a green or blue indicator light that is either blinking or solid.\nCustomer: We are going to look\nHuman Agent: ok thanks\nCustomer: We see no light \nCustomer: I know this plugged into power\nHuman Agent: Is the camera connected to an extension cord, power strip, or surge protector?\nHuman Agent: can you unplug the camera from power and plug it in to a different working wall outlet with just the original power adapter or working replacement?\nCustomer: It is connected to an outlet box\nHuman Agent: can you please unplug the camera from power and plug it in to a different working wall outlet with just the original power adapter or working replacement?\nCustomer: We installed the box and it has power\nHuman Agent: I'm not sure what box you are talking about.\nHuman Agent: Could you please try plugging the camera in to a different wall outlet with a working 5v 1a micro usb power adapter?\nCustomer: I had an electric box installed with two outlets. The unit is plugged into it \nHuman Agent: Could you please try plugging the camera in to a different wall outlet with a working 5v 1a micro usb power adapter?\nCustomer: I just did and no light \nHuman Agent: okay unfortunately if the camera will not power on it is most likely defective.\nCustomer: How much is a new one?\nHuman Agent: Let me see what is available. one moment\nHuman Agent: you use the camera outdoors or indoors?\nCustomer: This one didn’t last long. My other two work great \nHuman Agent: https://www.amazon.com/SHO-Smart-Home-Office-Weatherproof/dp/B0978WLHR4/ref=sr_1_4?crid=3GN6J4VA3DJFB&dib=eyJ2IjoiMSJ9.KslFn9z3bMnZbJ6EF6TOanONqUGqLjnH0eyLPt0uuyWtOR1_qX5E_AB9zGy7FFAiBJLGNc9dSG9CjiyQBJ7wrdqX8dMfr7tx90dmf2SgMeRR0uxV9wP7vrOMExK_Nzx4xvCNejPTGgD8VwhNxyvBu_K4HT57OekYdNHH-itJDBkXur2CzEcWukIgq9VKob-uDTSo9tVNqnnaAU9hDG8bILuy5ZJi8LxM9bQv_PODERU.XrFdq2BA8CxFjlz9zpMO3M_7bOwFekJt2CXq-D5x5Ds&dib_tag=se&keywords=sho+wifi+camera&qid=1739217544&sprefix=sho+wifi+camer%2Caps%2C96&sr=8-4\nHuman Agent: this would be a similar camera - SHO wifi cameras are compatible with the Zmodo app\nCustomer: All of them (3) are outside. This one is on my front porch on it ceiling protected from the elements \nHuman Agent: Link to Amazon for a 1080p wifi indoor/outdoor bullet camera.\n\nhttps://www.amazon.com/SHO-Smart-Home-Office-Weatherproof/dp/B0978WLHR4/ref=sr_1_4?crid=3GN6J4VA3DJFB&dib=eyJ2IjoiMSJ9.KslFn9z3bMnZbJ6EF6TOanONqUGqLjnH0eyLPt0uuyWtOR1_qX5E_AB9zGy7FFAiBJLGNc9dSG9CjiyQBJ7wrdqX8dMfr7tx90dmf2SgMeRR0uxV9wP7vrOMExK_Nzx4xvCNejPTGgD8VwhNxyvBu_K4HT57OekYdNHH-itJDBkXur2CzEcWukIgq9VKob-uDTSo9tVNqnnaAU9hDG8bILuy5ZJi8LxM9bQv_PODERU.XrFdq2BA8CxFjlz9zpMO3M_7bOwFekJt2CXq-D5x5Ds&dib_tag=se&keywords=sho+wifi+camera&qid=1739217544&sprefix=sho+wifi+camer%2Caps%2C96&sr=8-4\nCustomer: Ok I will look to buy one thank you\nHuman Agent: You're welcome!"]
["Customer: Set up\nCustomer: Solid green light\nCustomer: -1\nCustomer: Plugged in to an outlet still has solid green light\nCustomer: Still have solid green light\nCustomer: -1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Try the camera with another cord, or change which outlet it is plugged into to see how it reacts, if it still only stays solid green and never flashes then the issue will not be able to be resolved and the camera is bad"]
["Customer: Troubleshooting\nCustomer: I'm having trouble adding a new camera\nThe light is solid green\nCustomer: That didn't work\nCustomer: Help me set up the camera\nCustomer: Green\nCustomer: Solid green\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Flashing green light\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is the light on the camera staying a solid green, or is it flashing green?\nCustomer: Purchase a new camera"]
["Customer: I have a camera that I've used before.That will not activate\nCustomer: 1\nCustomer: Yes I have\nCustomer: I would like to know if I could get another camera\nCustomer: Can I speak to a live agent\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: I purchased a package of outside cameras that we used for a long time.But then we switched cameras to a different brand and now I am using the zmoto cameras again but the backyard camera will not activate\nHuman Agent: Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 17h41f901603\nCustomer: That might be an I after the 4\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: Blue\nHuman Agent: Solid or flashing? \nCustomer: Solid\nCustomer: It starts out green and then goes to blue\nCustomer: It starts out green and then flashes and then goes to a solid blue\nHuman Agent: How far is the camera from the router? \nCustomer: Right next to it almost on top of it\nHuman Agent: Can you unplug the router and let me know if the camera goes back to green or remains solid blue.\nCustomer: I've unplugged the router and restarted it and unplugged the camera and it still don't work\nCustomer: The camera is solid blue now\nCustomer: It just will not activate on my camera.And i've even tried to do it on my husband's phone and it won't on his either\nHuman Agent: Is the router unplugged. We are trying to determine if the camera is connected to that router. With it being solid blue it means it is connected to a wifi network\nCustomer: I unplugged the router and now it is flashing green\nHuman Agent: Okay so that means the camera is connected to that router but not getting an internet connection, do you have access to the router settings? \nCustomer: D/static_file/9e85a399b8_1_20240919113839.jpg\nCustomer: I'm not sure how to\nCustomer: I think I put the IP address in the internet search.Is that correct\nCustomer: My router won't come back on now\nHuman Agent: Do you see any lights on the router. Please make sure the power is secure\nCustomer: Yes, it finally came back on\nHuman Agent: Okay and the camera named backyard is showing online can you see it live? \nCustomer: Irs solid blue\nHuman Agent: Can you see it live? \nCustomer: Not sure what you mean? I can't get it to connect \nHuman Agent: On the home page with all the cameras listed the camera named BACKYARD matches the ID of the camera you provided \nHuman Agent: Tap on LIVE to see if the image loads\nCustomer: Ok hold one sec\nHuman Agent: Okay\nCustomer: Yes it did. How did you do that?\nHuman Agent: I did not do anything, it looks like it was a router reboot\nCustomer: I've dont that many times though\nCustomer: Done\nHuman Agent: I am not sure why it would have worked this time\nCustomer: You are magic\nCustomer: Thank you so much\nHuman Agent: You're welcome, is there anything else we can help with today? \n\nCustomer: No that is all I needed. Thank you very much \nCustomer: Thanks"]
["Customer: Set up\nCustomer: I need help setting up cameras in my new home\nCustomer: Green blinking\nCustomer: It says unable to join\nCustomer: Can I speak to someone please? \nHuman Agent: Hi my name is Wendy\nHuman Agent: Are the indicator lights on your 4 cameras blinking green right now?\nHuman Agent: and do you have at least one of the cameras inside next to your router right now for setup?\nCustomer: Some of them\nHuman Agent: Some of the cameras are next to your router and blinking green?\nCustomer: All of them yes\nCustomer: One is solid green\nCustomer: Yes\nCustomer: One us not blinking\nHuman Agent: The solid green camera, is it connected to an extension cord, power strip, or surge protector?  Please unplug from those, plug the camera in directly to a wall outlet with just the original power adapter or a working replacement.  See if that will get the camera to power on and show the blinking green light.\n\n  Zmodo ZINK setup instructions:\n-First go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n-Then turn off mobile data for your phone.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup. Please remain within 5 feet of the camera for the entire process.\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have a tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app\n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step."]
["Customer: Set up\nCustomer: Hello. Agent please\nCustomer: Trying to connect camera to new router..ZMD SAP not showing. Thnx\nCustomer: Agent please\nCustomer: Agent\nHuman Agent: Hi my name is Wendy\nCustomer: Hello. I'm Chris \nTrying to connect cameras to new router..ZMD SAP not showing. Thnx\nHuman Agent: Which camera are you working with right now? What is the name or device ID?\nCustomer: Office. Also want to connect Shop\nHuman Agent: Office & shop cameras use QR code setup.   Are the indicator lights blinking green right now?\nCustomer: Office is. Shop is mounted too high\nHuman Agent: QR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: Still not connecting\nHuman Agent: when you go through setup does the indicator light only blink green? or does it flash between green & blue?\nCustomer: It's saying will connect to unknown ssid, not my network \nCustomer: Blinking green\nHuman Agent: Go to your phone's setting for the Zmodo app and make sure location is enabled along with precise location then go through setup again\nCustomer: Ok. Stand by\nCustomer: I did that. Now it sees  my network.  Blinking blue though\nCustomer: Hold on. Green now\nHuman Agent: Make sure you are entering your 2.4GHz wifi info.  The password is case sensitive\nHuman Agent: sometimes the indicator light will flash between green & blue if there is a typo in the wifi password\nCustomer: Correct PW. Not working\nHuman Agent: Your phone is connected to your 2.4GHz wifi channel?\nCustomer: Yes\nHuman Agent: Please reboot your router.  Unplug the router for 3 minutes.\nHuman Agent: after 3 minutes plug the router back in, when its online. try setup again.\nCustomer: Ok. Hold on\nHuman Agent: ok\nCustomer: Router has battery..remove it too?\nCustomer: It's off\nHuman Agent: To reboot the router do you normally remove the battery too? or just unplug it from power?\nCustomer: I switch it off.\nHuman Agent: ok\nCustomer: I removed it anyway.\nHuman Agent: ok\nCustomer: Powering up\nHuman Agent: okay it was 3 minutes unplugged right?\nCustomer: Ps. When I first got these camera I used Zink\nCustomer: Yes. 3 mins\nHuman Agent: after the most recent firmware update the setup method switched to QR code.  You have 2 cameras on this account that still use Zink but the others use QR code \nHuman Agent: bedroom & front room use Zink -the other cameras use QR code \nCustomer: K. \nCustomer: Stand by\nHuman Agent: ok\nCustomer: Scanning but it only blinks green briefly. Blinks blue mostly\nHuman Agent: Blinking blue means the camera is communicating with your router, when connected it will switch to solid blue.\nCustomer: It switches back to blinking green then blinks blue\nHuman Agent: switching from green to blue usually means there is a typo in the wifi name/password.  \n\nGo to your phone's wifi, forget the 2.4GHz wifi your phone is connected to then reconnect to it. this will allow you to double check the password\nCustomer: Password is right but I'll check it again.\nHuman Agent: ok\nCustomer: Forgot and reconnected no problem.\nHuman Agent: are the cameras connected directly to wall outlets with just the power adapters?  or any extension cables, power strips, or surge protectors?\nCustomer: Direct. Only trying office camera now.\nHuman Agent: okay is office camera close to the router?\nCustomer: This was a nightmare last time I tried this too.\nHuman Agent: is office camera 10ft or less to the router?\nCustomer: 2 inches away\nHuman Agent: ok\n\nHuman Agent: you are sure its a 2.4GHz wifi channel right?\nHuman Agent: Do you have another phone or tablet you could try setup from?\nCustomer: Hold on. Checking\nHuman Agent: ok\nCustomer: That might have been it router was 5ghz. Hang on\nHuman Agent: ok\nCustomer: Hang on\nCustomer: Please \nHuman Agent: sure\nCustomer: Ok. Office connected. Do I have to do same for Shop? Thanks!!\nHuman Agent: shop is the same -qr code setup\nCustomer: LOL. I'm no techie\nCustomer: Ok. Thanks\nHuman Agent: no problem!  glad you got office cam connected! You will do the same setup for shop cam\nCustomer: Yes. Its up high tho\nHuman Agent: if its too high up you may want to take it down and set it up then mount it back up again after its been setup\n\nCustomer: Yep"]
["Customer: Spanish\nCustomer: Agent\nCustomer: Spanish a waiting\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?\nCustomer: Tengo 3 camaras de seguridad dela marca zmodo y una de ellas no graba por parte de noche ya cuando sale uno afuera de otro dia empieza a gravar y las otros 2 si funciona bien\nCustomer: Las 24 horas\nCustomer: Y mi pregunta es porque no grava es posible que alguien se este metiendo en mi sistema de las camara para blockearla\nHuman Agent: No, no es posible eliminar o bloquear una cámara para que no grabe externamente o desde la propia aplicación a menos que alguien desconecte la cámara y la vuelva a enchufar. ¿Tiene vidrio delante de la cámara o una pantalla que obstruye la vista de las cámaras hacia afuera?\nCustomer: Hola si le llegan mis mensajes\nHuman Agent: Sí, recibí los mensajes y envié una respuesta, a veces no pueden mostrar aquí está mi mensaje de antes \"No, no es posible eliminar o bloquear una cámara para que no grabe externamente o desde la propia aplicación a menos que alguien desconecte la cámara y la vuelva a enchufar. ¿Tiene vidrio delante de la cámara o una pantalla que obstruye la vista de las cámaras hacia afuera?\""]
["Customer: Just got these cameras do they not have sound?\nCustomer: 1\nCustomer: How do I get sound? Can I?\nCustomer: Y can’t I get sound? Or how can I is what I’m adking\nHuman Agent: Hi my name is Wendy.  outdoor bullet cameras do not have an audio feature.\nHuman Agent: There are Zmodo Mini Pro indoor cameras available that have 2-way audio.\nCustomer: Oh ok thank u\nHuman Agent: https://www.zmodo.com/1080p-indoor-wifi-camera/\nHuman Agent: Here is a link to the Mini Pro\nCustomer: Sorry. So it also doesn’t notify when there’s movement?\nHuman Agent: You are not receiving alerts on the app?\nCustomer: U only know if u get on the live view?\nHuman Agent: Are you receiving alerts for Kitchen but not Living room?\nCustomer: No no alerts \nHuman Agent: \nThe motion detection works by comparing sequential images from your video and if enough of the image has changed between those frames, the camera software determines something moved and sends you an alert. Now if your motion area is the full image Objects that appear smaller on the video feed are less likely to be seen as motion. If you adjust the motion area to just the area you are interested in getting the more sensitive to smaller changes the recordings become.\n\nAre the events being generated and not sending notifications or are the events not present?\n\nIf it records some but not all you'll need to try and adjust the positioning and motion area and ensure the motion your expecting detected is significant enough to make a difference to the software.\n\n-unplug camera & router for 3 minutes, after 3 minutes plug the router back in, when router is back online, plug the camera in, when the indicator light on the camera is solid blue, make a motion in front of the camera, see i f you get the alert\n-check the motion detection area, make sure that the whole area you want to be alerted about is  inside the blue lines., Tap on the live button of the camera, tap on the gear shaped icon in the upper right, detection zone.\n-On the app home screen, make sure notifications are turned on.  In your phone's settings for notifications, make sure notifications are allowed for the Smartz app.  In your phone's settings for the Smartz app, make sure notifications are allowed there too.\n-Check to make sure your phone's volume is up / not on mute or do not disturb.\n\nCustomer: Thank you. I’m going to try that\nHuman Agent: You're welcome"]
["Customer: Rear garage camera won't reset\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. The rear garage camera is currently online, you want to reset it to forget the current wifi?\nCustomer: It's not showing up on my end. Sound then timed out. \nCustomer: Ok to reset. Not worried about losing data\nHuman Agent: Okay, one moment. \nHuman Agent: Okay, it should be reset now. It will go to solid green, then back to flashing green shortly. Once that is done, it will need set back up using the QR setup. \nCustomer: It still says timed out\nHuman Agent: Yes, the camera is offline as you requested I reset it. You will first need to set it back up. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: My camera has a solid red light cam u plehelp\nCustomer: Still not working\nCustomer: -1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The red light on the cameras is the IR light typically but we do have a few models that use red lights for other indicators. I would like to confirm what lights are on this camera by looking up the devices Model and ID number.  Would you be able to send me both the ID number and the Model of this camera so I can assist you properly?"]
["Customer: Having trouble with the sound\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The two cameras you have tied to this account don't have a microphone/speaker because of this they do not support two way audio."]
["Customer: I'm trying to set up my cameras, we have a new network and I deleted the cameras and I'm trying to add them again and it's not working\nCustomer: The camera is not recognizing the qr code\nCustomer: The light is blinking green\nCustomer: Nothing is working\nCustomer: I'm trying to set up my cameras, we have a new network and I deleted the cameras and I'm trying to add them again and it's not working\nCustomer: I have a new wifi netwok and my cameras are not connecting\nHuman Agent: Hi my name is Wendy.  Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: there's 8 total that i am having issues with but 4 of them I'm not able to locate the sticker due to the height of them\nHuman Agent: Okay can you please let me know just one of the device IDs?\nCustomer: 18FLIG503451\nHuman Agent: ZMD18FLIG503451 can use Zink or QR code setup.  What color is the indicator light on the camera? and is the light blinking or solid?  The red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid.\n\n\n\nCustomer: Blinking green\nHuman Agent: Zmodo ZINK setup instructions:\n-First go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n-Then turn off mobile data for your phone.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup. Please remain within 5 feet of the camera for the entire process.\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have a tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.  Follow the in-app instructions to complete setup.\n\nCustomer: it says unable to connect to zmd sap\nHuman Agent: You have location enabled along with precise location?\nMobile data is turned off?\nHuman Agent: Camera is close to the router? no extension cords, power strips, or surge protectors?\nHuman Agent: You have to be right next to the camera during setup.  The zmd_sap network signal comes from the camrea.\nCustomer: correct on everything and it's still saying it cannot connect to it\nHuman Agent: Zink troubleshooting tips:\n\n1. Have only 1 camera connected to power:\n       Disconnect all other cameras that need to be set up.\n2. Distance from camera:\n       Make sure you are within 5 to 10ft of the camera you are trying to setup.\n3. Connecting to ZMD_SAP:\n       Go to your phone WiFi settings and try to connect to ZMD_SAP from there\n       -If this does not work, then disable the \"auto-reconnect\" setting on your home WiFi network and other available networks.\n       -If this does not work, then forget your home WiFi network and other available networks\n       -Disable mobile data\n4. 2.4 GHz Network:\n       Ensure that you're using a 2.4GHz network for the setup.  \n5. WiFi Information:\n       Double-check that you're using the correct WiFi password.  Remember, it is case-sensitive.\n6. Distance from the router:\n       It's recommended to have the camera in the same room as the router during the setup process for optimal connectivity.  Plug the camera in to a wall outlet close to the router with the original power adapter.  No extension cords, power strips, or surge protectors.\n\nCustomer: ok I'm going to try it\nHuman Agent: ok\nCustomer: still says unable to connect\nCustomer: i also tried the qr code and it's not reading it\nHuman Agent: Can you unplug your router for 3 minutes?  \nHuman Agent: after the router is unplugged unplug this camera.\nCustomer: yes, i'll lose connection on the computer\nHuman Agent: after 3 minutes plug the router back in.  when the router is back online, plug the camera in. when the indicator light starts blinking green again please try Zink setup again\nHuman Agent: We will stay connected for 7 minutes without activity\nHuman Agent: You are doing setup on your smartphone though right?\nCustomer: yes\nHuman Agent: ok\nCustomer: give me one second\nHuman Agent: ok"]
["Customer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Can't get camera to work\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like the camera on your account is offline. Is that the one you're trying to get working? If so, is it currently blinking green?"]
["Customer: Troubleshooting\nCustomer: One of my cameras quit and its nit the wifi\nCustomer: Those are not fixing it. All other camrtas are fine\nCustomer: Stoll nothing its clearly the camera itself.  Can you send a new one these aren't that old\nCustomer: Replacement needed\nCustomer: I have a camera that needs replacing \nHuman Agent: Hello, you've reached customer care, my name is Kylie. When you look at the light of the camera while its plugged in what color are they and are they flashing or solid?\nCustomer: Flashing green\nHuman Agent: Okay, would you be able to send me this cameras Model and ID number, this will be on the devices sticker and the ID number with start with ZMD or GSG. With that I can look up more details for us to troubleshoot with the device.\nCustomer: Zmd19h2iha00923\nHuman Agent: I will also need the devices Model as well.\nCustomer: Zp-ibh27-w\nHuman Agent: Perfect, it looks like for this camera it can sue both the QR code and the Zink setup. Right now the device is offline but I don't see any issues with the device itself from the info I was able to look up on it. Have you tried to go through the QR code setup with this camera to see how it reacts to that at all?\nCustomer: It has been working fine for several months until yesterday \nCustomer: Yes\nCustomer: Qr doesn't work either\nHuman Agent: Okay, can you go through the QR code setup with me then take a screenshot of the QR code and send it for me to review.\nCustomer: Yes\nHuman Agent: I can check to see if in the setup itself anything would be an issue. Sometimes things can make the code generate with wrong info or certain settings on the phone can distort the code so the camera cant connect properly. \nCustomer: Im trying \nHuman Agent: Okay.\nCustomer: Its not letting me send screen shot\nCustomer: D/static_file/f4ddf7b1d3_1_20250128141311.jpg\nHuman Agent: Okay perfect, let me analyze the code, one moment\nCustomer: The camera keeps making clicking noise and green light goes solid then starts blinking\nHuman Agent: OKay, it looks like there are 2 iccues that would prevent the camera from reeding the code and coming online. First is you currently have Dark mode enabled for the phone, this can make it nearly impossible for the camera to read/see the code properly to try to get the info and connect. You would want to switch the phone do day mode in the display settings for the setup, once done can switch back. Second it looks like the info in the code itself for the wifi name is Unknown SSID this should say the wifi name not that.\nHuman Agent: This means the app cant tell what wifi your connected to and is putting Unknown SSID. This is typically caused by the phoens location being turned off or the permissions for location for the app not being allowed.\nHuman Agent: Is the location for your phone currently off or on right now? \nCustomer: Still nothing\nCustomer: There's clearly an issue wth camera it won't stop clicking\nHuman Agent: Can you send me another screenshot of the QR code now. \nCustomer: D/static_file/35434fa173_1_20250128142151.jpg\nHuman Agent: Perfect, it looks like the code is correct and is fine. When you hold the QR code in front of the camera how do the lights react?\nCustomer: No\nCustomer: It does nothing\nHuman Agent: does it change from flashing green at any point or do any red lights come on?\nCustomer: No\nHuman Agent: Okay that means the camera is not seeing the code Infront of it to scan the code at all, if it was seeing the code and trying to connect it would flash blue. \nCustomer: Correct\nHuman Agent: Is this camera currently plugged directly into a wall outlet or is it plugged into an extension cord at all?\nCustomer: Its in an outlet \nHuman Agent: Okay, I want to have you do a test with the camera. Can you unplug the camera for 30 seconds, plug it back in then tell me how the lights react, I want to know if the camera flashes or turns a solid green and if the IR lights come on and off at all. \nCustomer: Ive done this several times and it does same thing. Clicking with green light\nHuman Agent: Im having you do the test above with the camera itself to check for a camera issue right now.\nCustomer: Ok\nHuman Agent: was the green light solid right away after you plugged it in or did it flash at all?\nCustomer: Solid green light and clicking noise after 30 seconds \nHuman Agent: Okay. Have you tried to swap this cameras cord with one of the other cameras that is currently online at all then looked at the lights to see if they reacted the same?\nCustomer: Yes the camera is bad\nHuman Agent: Okay, if it still reacts the same and doesnt react to the setup at all then it may be a camera issue. \n\nCustomer: You think?\nHuman Agent: When did you purchase this camera?\nCustomer: Its been nearly a year\nHuman Agent: Okay, if its within a year, with the cameras we do have a waranty, its a year from the date of purchase that our waranty is for. One moment and I will send you the RMA form link for submit a warranty replacement. \nHuman Agent: https://www.zmodo.com/rma Here is the link for the RMA form. You when filling out the form would fill out each detail that has a * next to it, anything without a star is not necessary for the application. You wont need an order number but you would need a screenshot or picture of the invoice/receipt to attach to the form, this would of been emailed to you or if you ordered the device from a third party at all the invoice would be on that site in previous purchases typically. It has to show date or purchase, what was purchased, and the seller/dealer if you purchased from a third party (amazon, ebay, ect)\nCustomer: Thank you\nHuman Agent: Once the RMA form is submitted you would recieve an RMA number then wait for further instructions from the RMA team regarding the warranty replacement so just keep an eye out for their emails, sometiems they can go to spam. \nHuman Agent: Is there any other questions before we go?\nCustomer: No sir\nHuman Agent: Okay, should you have any questions or want to inquire anythign relating to the RMA feel free to reach out again. Have a great Day"]
["Customer: for the camara in the link your provide me, what is the procedure to conect to a NVR ZP-NM28?\nHuman Agent: Hi my name is Wendy.  What is the device ID on the NVR?\nHuman Agent: The device ID will be listed on a sticker on the bottom of the NVR, it will start with ZMD or 1\nCustomer: ZMD-SS800DB8-1TB\nHuman Agent: Thanks.  Please also let me know the device ID listed on the bottom of the unit that starts with ZMD it will be listed near a barcode\nCustomer: ZMD13H7E9000486\nHuman Agent: ZMD13H7E9000486 thanks.  Do you already have cameras connected to this NVR? or are you wanting to purchase cameras for this NVR?\nHuman Agent: Are you logged into the app with email fo----@aol.com?\nCustomer: I have 4 ZP-IBH23-S already connected and I want to buy 4 more\nCustomer: i just wnat to be sure that is going to work\nCustomer: and how is the procedure to do it\nHuman Agent: You would need to run an ethernet cable from the back of the NVR to your router \nHuman Agent: The 4 wifi cameras can be setup using Zink setup\nCustomer: and these cameras need to be wired as the ZP-IBH23-S?\nCustomer: or just the power\nHuman Agent: After you have an ethernet cable running from the back of the NVR to your router, login to the Zmodo app with email fo----@aol.com  \n\nMake sure your smartphone is connected to 2.4GHz wifi, the same router that the NVR is connected to then tap on the +sign in the upper right corner, choose \"legacy\", \"smart kit\" to setup the NVR.\nHuman Agent: What are the device IDs on the cameras that you have?\nHuman Agent: The device IDs will be listed on stickers on each camera and start with ZMD"]
["Customer: Set up\nCustomer: I am connected to ZMD_SAP but the app indicates: AP_ZMD was not connected please try again.\nCustomer: I am connected to ZMD_SAP but the app gives an indication of AP_ZMD was not connected please try again.\nCustomer: I am 5 feet from the camera and the signal strength is max.\nCustomer: This has never been a problem before. I recently replaced my router and 22 of my 27 cameras came back online without assistance. I am trying to reconnect the the remaining cameras.\nCustomer: The app still indicates I am not connected to AP_ZMD.\nCustomer: I have done all this.\nCustomer: I want to connect to my cameras. Read the prior messages.\nCustomer: I am connected to ZMD_SAP but the app gives an indication of AP_ZMD was not connected please try again.\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  It sounds to me like instead of going through the Zink setup you may have been going through one of the legacy setups instead, the ZMD_SAP network is for the Zink setup, AP_ZMD is for older setups or Beam setup which is not what you would want to go through if there is no AP_ZMD."]
["Customer: Do technician come out \nCustomer: Agent\nCustomer: Do technical come out\nHuman Agent: We do not have onsite technicians that would come out to setup or troubleshoot cameras.\nCustomer: What is the cost?\nHuman Agent: What is the cost for what?\nCustomer: Technician to come out and do troubleshooting \nHuman Agent: No, I said we do not have onsite technicians that would come out and do troubleshooting.\nCustomer: Oh sorry.  \nCustomer: How can I get my cameras operating\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode\nCustomer: Ok \nCustomer: Zmd14a8da207061\nHuman Agent: Thank you. Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Ok"]
["Customer: Troubleshooting\nCustomer: I set up my camera in one room in my home and when I went to move it to another room it will not work\nCustomer: I see a blue light\nCustomer: But I cannot see any video when it tries to connect\nCustomer: Can I have customer service phone number please?\nCustomer: I set up my camera and when I unplugged it and went to move it to a different location and unable to connect to the video\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Typically it should reconnect automatically if it is still within range. What is the indicator light status? I'll want to know the color and whether it is flashing or not. \nCustomer: Green light \nHuman Agent: Is the light flashing or steady?\nCustomer: Steady \nCustomer: Now the green light isn't there anymore\nHuman Agent: Okay, the camera should only be solid green when first plugged in. If it is staying solid green and not going to flashing green from there or the light just went out without it changing at all first, then it sounds like it is having some sort of power issue most likely. Is it plugged directly into a wall outlet without any extension cables?\nCustomer: Plug directly into the outlet\nCustomer: When I move it, the green light comes on and makes a clicking sound\nHuman Agent: Okay, please try to unplug the cable from the short cable coming from the camera, then plug it back in. While disconnected, check the connection point of the cables to make sure there is no corrosion. \nCustomer: Then it flashes and shuts off\nCustomer: Okay I did that and plugged it back in and it's still doing the same thing\nHuman Agent: Okay, do you have another micro-USB cable you'd be able to try plugging it in with in case the issue is with the current cable?\nCustomer: Ok I did try another cable but I don't see any difference\nHuman Agent: Okay, you could try another outlet as well just in case, but otherwise it sounds like the camera or the short cable coming off of it may have some sort of issue resulting in it not being able to be powered properly. It going on and off based on you moving it would support a potential cable issue. If that is the case, unfortunately the only option would be purchasing a replacement device. \nHuman Agent: I do see this device is actively subscribed. Would you like assistance in cancelling the subscription so it does not renew further? If you get another device while it still has service, you could reach out and we could assist with moving the remaining service onto the new camera as long as you have not already subscribed the new device. \nCustomer: I will cancel my current subscription \nHuman Agent: Alright, it has been cancelled. Is there anything else I can assist you with for now?\nCustomer: No thank you. You have been a great help!\nHuman Agent: No problem, have a good evening!"]
["Customer: Is me again I was chatting with a costumer service agent got cut of again \nCustomer: I was chatting with a customer care agent\nHuman Agent: How can I assist you?\nCustomer: This is my 8time chatting \nCustomer: I get cut off\nHuman Agent: If you have the chat open in a tab, do not close the tab.\nCustomer: I have deleted the app like you suggested but no event in the greet\nCustomer: ND I uploaded again like you suggested \nHuman Agent: You were probably working with a different representative. Let me see if I can find the chat and catch up.\nCustomer: No event in the greet went out to the street and notiny\nHuman Agent: Do you have the app open right now?\nCustomer: The inside camera is working fine\nCustomer: No\nHuman Agent: Do you have the app open right now? Can you tap on the Events tab at the bottom of the app?\nCustomer: But I could \nCustomer: I could see outside real clear in my cell\nHuman Agent: Okay, were you looking at the Live view or an event on your mobile app?\nCustomer: I only see event inside the house camera \nHuman Agent: Can you tap on the Event tab at the bottom of the app?\nHuman Agent: Does it show a list of motion alerts when you tap on Event at the bottom of the app?\nCustomer: I did \nCustomer: What am looking for\nHuman Agent: What do you see on this screen?\nCustomer: Nothing but the event from inside \nCustomer: House camera \nHuman Agent: And at the top left does it say \"All devices\" or does it say \"zmodo\"?\nCustomer: Going outside again\nCustomer: All devices \nHuman Agent: Alright, so then I can try to sync and restart the camera. Can you close the app and after a couple of minutes, go back out to the doorbell and just move in front of the doorbell? You do not need to ring the doorbell or anything like that.\nHuman Agent: I want to let you know that the Live Chat support will close in 9 minutes. I can schedule a callback appointment for you if you would like. We do our callback appointments Mon-Fri 9AM-12PM and 1-5PM CST. If you want a callback appointment, I will need a time you want a call, your phone number to contact you, name, and your account email or phone number.\nHuman Agent: Since the Live Chat support will be closing in a few minutes, I would need to schedule a callback for you now if you want one. If you do not, you can always contact our Live Chat Mon-Fri 9AM-12PM and 1-6PM CST. Or you can contact by email at support@zmodo.com."]
["Customer: OK, so I deleted my camera. I reinstalled it. It is working as long as I am in my bedroom, but if I unplug it and take it outside to where I want it to be then it goes solid green and it says poor connection. Please try again later.\nCustomer: What is the best way to move it outside?\nHuman Agent: If inside its working fine, but outside its staying solid green that means its a power issue. If it never turns solid green in another outlet. When you take the camera outside do you plug it directly into a wall outlet or do you use any extension cords?\nCustomer: Can you please tell me how I can successfully take my camera from my bedroom to the outside? It’s worked fine in the past all of a sudden it stopped working saying poor connection. Please try again later so I deleted it. I reinstalled it. It’s working perfectly fine in my bedroom, but as soon as I unplug it and take it outside, then I have that same issue poor connection. Please try again later\nHuman Agent: I replied above, I will resend my messages incase you missed them or do not see them.\nHuman Agent: If inside its working fine, but outside its staying solid green that means its a power issue. If it never turns solid green in another outlet. When you take the camera outside do you plug it directly into a wall outlet or do you use any extension cords?\nCustomer: I use an extension cord and as before you said that this is a USB block it is not it is wired directly into the camera and wired into a plug there is no USB if you want. I can send you pictures.\nCustomer: It’s worked in this outside location for months now all of a sudden it doesn’t want to get connected\nHuman Agent: Yes can you send me pictures of how you have it wired while its outside please.\nCustomer: D/static_file/9abbfb5ff2_1_20250121175058.jpeg\nCustomer: D/static_file/b7cafbdbfe_1_20250121175108.jpeg\nCustomer: D/static_file/d208bcea8d_1_20250121175122.jpeg\nCustomer: That first picture is to show you it does not have a USB plug\nCustomer: It’s been out there plugged in like that for over six months working fine and then just recently it started with that error message\nHuman Agent: This looks to be the issue, you currently have this being wired in a way to where the camera is not recieving power properly. The cameras cord itself works fine but you will want to change how you have this wired if you want to have it at this location. We don't recommend using extension cords due to them being unreliable long term and even causing damage to cameras the longer they are plugged into them in some cases.\nCustomer: Should I maybe try deleting it, leaving it outside and trying to reinstall it from the current location\nHuman Agent: That will not solve the issue. We will be closing at 6PM central time which is in 6 minutes. I can follow up via email if you prefer, Sent a callback scheduler so you can schedule a callback for tomorrow or we can just chat until 6PM what would you like to do?\nCustomer: Because when I delete it, that’s when it turns blue\nCustomer: I will keep working on it you have a good night i’m going to try to delete it and reinstall it where it’s at right now and see if it’ll pick up the Internet that way because when I delete it, unplug it and then plug it back in as when it turns flashing green and blue and then it goes solid blue That’s when it’s working. \nHuman Agent: Solid blue deos mean its working, but if its turning a solid green that means its a power issue. It should only turn solid green when its first plugged in. \nHuman Agent: Have a wonderful night as well. Feel free to contact us again if you have any more trouble, we will have live reps at 9AM-6PM central time tomorrow"]
["Customer: My doorbell camera is blinking blue the phone screen is black and it cannoy connect\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera? The ID will be listed on a sticker on the back of the doorbell, the ID will start with ZMD\nCustomer: ZMD14GJH3002158\nCustomer: Are you there\nHuman Agent: Yes thanks.  ZMD14GJH3002158 uses QR code setup.  If the indicator light is blinking that means it is in setup mode. You will want to setup the camera again to get it online\nHuman Agent: Please click on the “+” icon on the phone app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\nCustomer: Yes  it still not working I remove the doorbell from the mount and it is still blinking blue\nHuman Agent: blinking blue means the camera is trying to communicate with your router\nHuman Agent: when the indicator light switches to solid blue it means it is connected to your network.\nHuman Agent: Where do you get stuck in setup? When holding the QR code in front of the camera lens?\nCustomer: should it blink when it is off the mount and not getting power?\nHuman Agent: Yes doorbells have a battery inside so the light may continue to blink for a little while off the bracket\nHuman Agent: If it stays blinking blue you could move it next to your router and do setup right next to your router\nHuman Agent: but I'm not sure how long the battery will last\nCustomer: it is still not working or not seeing the QR code\nHuman Agent: Your phone is connected to 2.4GHz wifi ?\nCustomer: Yes I just worked with you to get the other 4 cameras working, the doorbell is the only one not working\nHuman Agent: could you try setup from a different phone or tablet to see if you have the same issue?\nCustomer: yes I am having the same issue, is there a way to reset the doorbell\nHuman Agent: Keep the doorbell off the bracket until the light goes off.  Also reboot your router.  \nHuman Agent: When your router is back online and the doorbell has no light put the doorbell back on the bracket to see if it will start blinking green\nHuman Agent: when its blinking green try QR code setup again\nCustomer: Should I reboot the router when all the other cameras is finally working?\nHuman Agent: Yes, this would be a troubleshooting step to try and get the doorbell to be setup\nCustomer: ok this will take some time\nHuman Agent: ok"]
["Customer: Troubleshooting\nCustomer: I dont know \nCustomer: Agent\nCustomer: Hello Kylie\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: We have a situation \nCustomer: D/static_file/a4231b04b3_1_20250219110404.jpg\nCustomer: D/static_file/e77d08e92f_1_20250219110411.jpg\nCustomer: D/static_file/23e6bcff1c_1_20250219110419.jpg\nCustomer: As you can see out of our 9 devices only 3 of them are woworking. \nCustomer: And I really dont know what to do but I really need to get this handled \nHuman Agent: Okay, Give me a second to look up your account real quick, Would you be able to tell me the names of the 3 cameras that are working for you on the account while I look up your account?\nCustomer: Yes ofcourse\nHuman Agent: Thank you kindly\nCustomer: Lab, backyard and parking lot\nCustomer: Those are the three names \nCustomer: Are you still still me Mia?\nHuman Agent: Im still here, yes Im jsut looking up the info from each of the cameras on your account, you have quite a few cameras. are all the cameras at the same location?\nCustomer: Hello?\nCustomer: Did I lose you?\nHuman Agent: Yes I replied above, I will resend my message, sometiems they dont always come in on the other end \"Im still here, yes Im just looking up the info from each of the cameras on your account, you have quite a few cameras. are all the cameras at the same location?\"\nCustomer: Yes they are\nCustomer: All these cameras are in the same location \nHuman Agent: Okay, some of the cameras are telling me they are offline, this means they are not getting any internet, those cameras are named \nSanitation\nbasement 1\nBasement\nBlue Op\nBeige Op\nReception\nHuman Agent: Would you be able to get close to any of those cameras or are any of those cameras in an area where you can shut off the lights and it be dark enough to see if the red IR lights turn on? I want to first check and see if they are getting power or have any lights that react\nCustomer: Oh \nCustomer: So what do I do?\nHuman Agent: You would jsut try to get close, and cover the camera to make it dark, or turn off the lights in the room to make it dark and see if the red IR lights come on or if you see any other lights like a green flashing, green solid, blue flashin, or blue solid and let me know what you see, and also let me know if the red IR lights do, or do not react to you trying tto trigger them with darkness\nCustomer: Cover it how? \nHuman Agent: well you can cover it with your hands by cuppung them around the face of the camera to make it dark then peak in to see if the IR lights come on, you can use a cloth or covering to cover the front of the camera and make it dark then peak as well to see if the red lights react.\nHuman Agent: If they dont jsut let me know, if they do, also check and see if theres only red lights or if you see any green or blue lights as well\nCustomer: Let me seee\nHuman Agent: Okay\nCustomer: They are really far so please hold on \nHuman Agent: Okay, the chat times out after 5 minutes of no response if you dont respond to the warning message, its automated so just check for that so you can reply to the warning. \nCustomer: Oh boy \nCustomer: Okay \nHuman Agent: As long as you say Yes, then it wont time out, I sadly don't have control of the timeout. \n\nCustomer: Well, just in case. From what time to what to what is the support available to chat?\nHuman Agent: We have a lunch hour break from 12-1PM central time, but after that we have live chat support until 7:45PM central time\nHuman Agent: Mon-Fri our hours are 9AM-7:45, we always have a lunch hour at the same time at 12-1PM each day. We don't have live support over the weekend, Mira is always 24/7 but that's our AI chatbot so you can always chat with her any time you need as well. \nCustomer: Oh I see\nCustomer: Eastern time?\nHuman Agent: We are located in central IL so all our hours are for Central time, Right now its 11:33AM for us.\nCustomer: Ok\nHuman Agent: Are you okay with us still troubleshooting or would you prefer to check the lights and how they react then contact us again?\nCustomer: Ust troubleshoot it please\nCustomer: Cause its really hard right now because we have a full house. We are a Dental office \nCustomer: We have patients \nHuman Agent: Ah I see, That's no problem, do you have patients throughout today or tomorrow? or is there a time later on that you have closing procedures where we could troubleshoot with you easier? Something we do have in outbound calling and I could send you the call scheduler for you to schedule a call if that would help with troubleshooting easier for you. \nCustomer:  \nThanks \nCustomer: Let me know when you fo to rub shoot pls\nHuman Agent: Pardon? im not sure what you meant in the last message.\nCustomer: The troubleshooting"]
["Customer: Set up\nCustomer: Why isn’t my nails by Joann camera working\n\nCustomer: It says it was canceled\nCustomer: Agent\nHuman Agent: That camera is offline, which means it is not getting internet access. There are several potential reasons for that. Are you there with that camera at this time to troubleshoot it?"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Camara it’s no working \nCustomer: -1\nCustomer: I can’t reset it from the app\nHuman Agent: Hello, my name is Grant. The camera on your account is offline, so you would not reset it through the app. Could you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?"]
["Customer: Set up\nCustomer: How are you\nCustomer: I am trying to update my camera\nCustomer: But it's blinking green\nCustomer: Can I give you the device model number \nCustomer: MODEL: ZP-IBH23-W\nCustomer: Customer service\nCustomer: Hey how are you\nCustomer: I have my device but I realize that it was blinking green and whenever I try updating it ...it kept saying updating failed \nCustomer: The model number is ZP-IBH23-W\nHuman Agent: Hello, you've reached customer care, my name is Kylie, if the camera is flashing green that means it is offline and wont be able to update due to that, you will have to get the camera online first before trying to do the update. \nCustomer: FCC ID ZK8-BFS23NM\nCustomer: How are you \nHuman Agent: Hello, you've reached customer care, my name is Kylie, if the camera is flashing green that means it is offline and wont be able to update due to that, you will have to get the camera online first before trying to do the update. \nCustomer: How or what can I do now to fix this problem\nHuman Agent: You would want to go through the setup to try and reconnect the camera, once connected then you would try the update. \nCustomer: How do I do that please\nCustomer: New firmware available ....and i keep trying to update it and nothing \nCustomer: Can I assist me with the steps please \nHuman Agent: Yeah, its not gonna let you update it while its offline as I stated before. For this Model of camera it may use the QR code or the Zink setup, I will send you the QR code directions to try first.\nCustomer: Thnk you\nHuman Agent: 1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space in-between. The camera will automatically read the QR code.\nCustomer: It keeps timing out\nHuman Agent: When you hold it in front of the camera what color are the lights and are they flashing or solid?\nCustomer: Green\nCustomer: Blinking green\nCustomer: Can you guys do something on your end to solve this issue please\nCustomer: It's very frustrating \nHuman Agent: We cant do anything remotely from our end to get it back online, its disconnected from the internet. If it only flashed green then that meant it did not see the code when you held it Infront. Lets check and see if it can use the Zink setup instead.\nCustomer: Ok \nCustomer: Please do\nCustomer: I'm so frustrated \nCustomer: Is there any way to do a hard reset \nCustomer: With these cameras \nCustomer: Physically\nCustomer: Ita making a clicking sound too and lighting up red \nCustomer: When something appears in front of it \nHuman Agent: No there is not an external reset. Unplug and plug in the camera then once it flashes green you would get close to the camera, go into your phones Wi-Fi settings and see if there is a network on the list that says ZMD_SAP or not, if there is then you can do the Zink setup\nHuman Agent: If the red lights come on that does make it so the camera cant see the code, those are the IR lights. Maybe brighten the room more or use a flashlight to keep those off if you do the qr setup. \nCustomer: Ok thnks one moment please let me rey\nCustomer: Try \nHuman Agent: Okay\nCustomer: Still didn't work\nCustomer: Oh my god \nCustomer: I don't know what else to do\nCustomer: Still not working \nCustomer: What recommendations now \nCustomer: I give up honestly \nHuman Agent: Did you look for the ZMD_SAP network like I said above at all?\nCustomer: So what can be done now \nCustomer: No it didn't come up either \nCustomer: With that setup\nHuman Agent: Okay, if there was no ZMD_SAP network then that means it has to be the QR setup. If the camera is only flashing green when you hold the code Infront of the camera 8 inches away then that means tis not seeing it, you can try holding the code at 6 inches away or at 12 inches away to see if it reacts to either of those distances (make sure no red lights come on) if it does not then you can take a screenshot of how the code looks and send it to me in the chat for me to review, we can also try to setup on another phone or tablet instead as well. \nCustomer: D/static_file/492afbec53_1_20241210153758.jpg\nCustomer: That's the code I got\nHuman Agent: It looks like on the phone you have Dark mode on, its a display setting, that interferes with the camera reading the code so you will want to turn that off. You also will want to make sure the Blue light filter/eye comfort shield is also off. \nCustomer: One moment please\nHuman Agent: Okay\nCustomer: Still not \nCustomer: Working\nCustomer: I really appreciate your help\nCustomer: But what can happen now\nHuman Agent: When your holding the code, are you makign sure the QR code is facing towards the Caemra you are trying to setup?\nCustomer: Yes\nCustomer: Are you there\nHuman Agent: You can try the setup from another device, otherwise though if this camera does not come online it may be an issue with the lens itself where its not seeing the code Infront. If that's the issue then this camera wont be able to be set up again. \nCustomer: Ok\nHuman Agent: Is there anything else I can assist you with today?\nCustomer: I guess I would have tonjust cancel my account and go with another company then \nCustomer: No\nHuman Agent: Okay, Have a good day. Farewell."]
["Customer: It won’t let me talk through the camera\nHuman Agent: Hello, my name is Grant. The camera on your account is a Zmodo 720p Outdoor Wi-Fi camera. That camera does not have 2-way audio, so you would not be able to speak through that camera.\nCustomer: Oh okay thank you\nHuman Agent: You're welcome."]
["Customer: i have a greet wireless doorbell\nCustomer: Zmodo Greet - Smart WiFi Video Doorbell\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: the light on it remains solid green\nCustomer: need further assistance\nCustomer: Agent\nCustomer: Hi Kylie\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera or one you have previously had set up in the past?\nCustomer: i had it set-up, but it suddenly stopped working\nCustomer: there was no indicator.\nHuman Agent: Okay, when you look at the light now though you said its a solid green?\nCustomer: it only kept giving the noise kit…kit…kit\nCustomer: and hen a few days later….it would initially give the sound kit…kit….kit and then the indicator would turn solid green and stay that way\nCustomer: should i change the internal battery? \nHuman Agent: No, if its making noise like that and the light went to a solid green that means it is having power issues, The internal battery's are not removable or changeable unfortunately \nCustomer: is there some way to check what power issues\nCustomer: because i have connected it to a new adapter also but the same result\nHuman Agent: If its making that noise, and turning solid green the only thing you can try to do really is force it to reboot by disconnecting the face of the doorbell and making it drain of power then place it back on the base again, if it continues to only stay a solid green and make that noise though then the camera will not be functional. \nCustomer: ok i will try that\nCustomer: thanks\nHuman Agent: No problem, Hope you  have a Great day"]
["Customer: Troubleshooting\nCustomer: tells me connection has timed out\nHuman Agent: Hi my name is Wendy.  Camera named jack rabbit shows offline.  Is this the camera you are needing help with?\nCustomer: yes but found camara was unpluged\nHuman Agent: The camera shows online now. great!\nHuman Agent: Were you needing help getting NVR named Memory online too?\nCustomer: thank you\nHuman Agent: You're welcome!"]
["Customer: Troubleshooting\nCustomer: Camera not working \nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Camera named front door shows offline.  Is this the camera you are needing help with?\nCustomer: Solid Red\nCustomer: Yes \nHuman Agent: Camera named front door shows offline.  Is this the camera you are needing help with? The red light is the IR night vision light.  You should also see a green or blue indicator light that is either blinking or solid.  What is the indicator light doing right now?\nCustomer: Nothing \nHuman Agent: The indicator light is inside the lens of the camera.  Cup your hands around the lens to see the indicator light easier.\nCustomer: Still nothing \nHuman Agent: Is the camera connected directly into a wall outlet, a power strip, a surge protector, or an extension cord?\n\nIf you are using a power strip, surge protector, or extension cord, please unplug from that, plug the camera in directly to a wall outlet with the original power adapter. \n\nOr try a different working power adapter, see if that will get the camera to power on and show the indicator light.\n\nCustomer: Green \nHuman Agent: Blinking or solid green?\nCustomer: Solid \nHuman Agent: It shows online now.  It should show a solid blue light now.  Can you view the live feed?\nCustomer: Yes. Thanks \nHuman Agent: You're welcome!  Glad it is working again"]
["Customer: Troubleshooting\nCustomer: My camera stopped working\nCustomer: Supposedly I don't have a connection\nCustomer: The network is working properly for me\nCustomer: My other cameras work perfectly, this one doesn't want to work\nHuman Agent: Hi my name is Wendy.  Camera named Trailasala shows offline. Is this the camera you are needing help with?  What color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: I've tried different methods and it doesn't work\nHuman Agent: The camera no longer powers on? you do not see the indicator light?\nCustomer: It is connected to the current, the light changes from red to green\nHuman Agent: Is the green light blinking or solid?\nCustomer: Blinking \nHuman Agent: okay good. blinking means the camera is in setup mode.\n\nZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have a tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\n\n\nCustomer: The green light keeps blinking and the red light on\nHuman Agent: okay please go through Zink setup to get the camera back online.  \nCustomer: Supposedly it's online\nHuman Agent: Do you see a message saying that?  Trailasala  shows offline on my end.  Is the indicator light solid blue now?\nCustomer: The green color is blinking\nHuman Agent: If the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have a tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step."]
["Customer: having trouble connecting my camera to my wifi network.. it was on it but now it's not.. flasing green, model: zp-ibh23-W\n\n\nCustomer: still having trouble.\n\nCustomer: yes internet connection is working I have 1 other camera still on the network and working properly, it;s just this one.\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID of the cameras you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: model zp-ibh23-w\nHuman Agent: Thank you for letting me know the model.  Could you please also let me know the device ID?\nHuman Agent: The ID will be on a sticker on the camera, it will start with ZMD\nCustomer: fcc id: zk8-bfs23nm\nCustomer: zmd15kqi5201911\nCustomer: the light just went from blinking green to solid green??\n\nHuman Agent: Solid green can indicate a power issue.\n\nIs the camera connected directly into a wall outlet, a power strip, a surge protector, or an extension cord?\n\nIf you are using a power strip, surge protector, or extension cord, please unplug from that, plug the camera in directly to a wall outlet with the original power adapter. \n\nCustomer: k I got it plugged into original adapter and its' a green blinking light.\n\nHuman Agent: okay if it stays blinking green you can set it up using QR code setup\nHuman Agent: Blinking green means the camera is in setup mode.  After you setup the camera the indicator light will switch to solid blue.\n\n-First go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n-Make sure your phone is connected to 2.4GHz wifi.\n-The room you are doing setup in needs to be bright. Turn lights on, open blinds.  Your phone's display should also be bright, turn your display brightness level up.\n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nCustomer: yes that worked Thank You!\nHuman Agent: Great to hear!"]
["Customer: Camera won't pick up or code\nCustomer: Set up\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: Zmd13hved002702\nHuman Agent: ZMD13HVED002702 uses Zink setup.  the indicator light is blinking green?\nCustomer: Yes\nHuman Agent: ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step."]
["Customer: Set up\nCustomer: Need to install new camera and I have an account without any active cameras on it\nCustomer: The camera does not turb blue\nCustomer: The lights on camera are green and will not turn blue to install\nCustomer: -1\nHuman Agent: Hi my name is Wendy\nCustomer: Never got quick set up guide in box of new camera\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: ZMD18L9IH502961\nHuman Agent: ZMD18L9IH502961\t is the indicator light on the camera blinking green?\nCustomer: Yes\nHuman Agent: If the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*"]
["Customer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Smartlink is an older setup, more then likely this camera wont use that. Can you send me the cameras Model and ID number? this will be on the cameras sticker. \nCustomer: Hi Someone unplugged my canera\nCustomer: I would have to take it down from my Man Cave\nHuman Agent: Okay, is the camera still on the account? if it is what did you name it?\nCustomer: D/static_file/9fc48e6682_1_20241216150358.jpg\nHuman Agent: Okay, when the camera is plugged in do you see any lights? what is the color and is it flashing or solid?"]
["Customer: Troubleshooting\nCustomer: I got a new modem and password today, how do I reconnect my cameras\nHuman Agent: Hi my name is Wendy.  Are the indicator lights on cameras 1-3 blinking green right now?\nCustomer: I don't have the instructions anymore, I reset one of the cameras and put it near my modem\nHuman Agent: Are the indicator lights on cameras 1-3 blinking green right now?\nCustomer: 2 is \nCustomer: Can't see the others\nHuman Agent: Zmodo QR code instructions: \n\n-First go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n-Make sure your phone is connected to 2.4GHz wifi.\n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup."]
["Customer: Help with front camera connection \nCustomer: -1\nCustomer: Live agent please\nCustomer: Ok\nHuman Agent: Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: A green light was flashing \nCustomer: I don’t know why it would disconnect i have been having trouble with the front camera with it connecting and taking long to connect \nHuman Agent: So there could be several reasons it is offline. Are you there with the camera right now to troubleshoot it?\nCustomer: Yes im waiting for you to respond \nHuman Agent: I did respond, I will send my message again.\nHuman Agent: So there could be several reasons it is offline. Are you there with the camera right now to troubleshoot it?\nCustomer: Im not there right now\nHuman Agent: Okay, you would need to be with the camera to troubleshoot it and get it back online.\nCustomer: Ok\nCustomer: Ill message again when I am home thank you\nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: No green light o green light \nCustomer: No green light on device \nCustomer: We verified we have power\nCustomer: Yes\nCustomer: Power supply is going to device\nCustomer: We checked electrical supply. It has power going to it\nCustomer: \n\nCustomer: I need an agent\nCustomer: Agent\nCustomer: Agent \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd11jg4820459\nCustomer: Just sent\nHuman Agent: Can you try sending the device ID again? Or send a picture of it? It is missing a letter or a number.\nCustomer: Yes\nCustomer: Zmd11jg48200459\nCustomer: D/static_file/8d16945db5_1_20241022132935.jpg\nHuman Agent: Thank you. If the doorbell is powering on, there should be a green light when you first put it back on the bracket. Can you take the doorbell off of the bracket, press and hold the doorbell button for 60 seconds, and then place it back on the bracket? We want to make sure it is powering off completely and if there is any charge in the battery, then holding the doorbell button will drain that.\nCustomer: Hello\nCustomer: Are you still there\nCustomer: Hello\nCustomer: Dang\nHuman Agent: Yes, I will send my response again.\nHuman Agent: Thank you. If the doorbell is powering on, there should be a green light when you first put it back on the bracket. Can you take the doorbell off of the bracket, press and hold the doorbell button for 60 seconds, and then place it back on the bracket? We want to make sure it is powering off completely and if there is any charge in the battery, then holding the doorbell button will drain that.\nCustomer: Ok\nCustomer: Still no green light \nCustomer: I guess the device itself is bad\nHuman Agent: Alright, and you said that you tested the power coming from the transformer, correct? What voltage were you getting?\nCustomer: Hold on\nCustomer: 19\nHuman Agent: That is good, so yes, unfortunately it is likely the doorbell that has stopped working and powering on.\nCustomer: So if this door bell is defective do you offer any \nHuman Agent: We do not have any doorbells in stock. You can try looking at third party sellers (Amazon, eBay, etc.) to see if there are any Zmodo doorbells available. Otherwise, you can try looking at other brands of doorbell cameras.\nCustomer: So how do I cancel Zomodo annual fee\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: Yes \nHuman Agent: Open the Settings app.\nTap your name at the top.\nTap Subscriptions, find the subscription then tap on the subscription to see the cancel option."]
["Customer: Hello I keep getting sound alerts with the new update even though I turn it off\nCustomer: -1\nCustomer: Need agent\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. It is currently a bug, we have reported the issue and are waiting to hear back on when the next update will be to address the issue. \n\nCustomer: Thanks"]
["Customer: Set up\nCustomer: Hello I am attempting to reconnect an older camera. \nCustomer: It is not connecting still. \nCustomer: The other cameras connected but two did not. \nCustomer: Please advise. \nCustomer: I need to reconnect 2 cameras. \nCustomer: -1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. What color are the lights on the cameras and are they solid or flashing?\nCustomer: Flashing green. \nHuman Agent: Okay, Have you tried to go through any of the setup options with these cameras?\nCustomer: Yes. \nCustomer: D/static_file/cddaa53d74_1_20241118132000.jpg\nHuman Agent: Okay, which setups have you tried?\nCustomer: D/static_file/f425a8f7d1_1_20241118132011.jpg\nCustomer: I've tried the legacy option.\nCustomer: I've tried the qr code option..\nCustomer: Neither have worked. \nCustomer: I bought a new swr of cameras and they work. A few of the old ones stopped working. \nHuman Agent: it looks like this model of cameras only setup option is the QR code setup, When you went through the QR code setup with this camera did you reboot the camera first? (unplug and plug it in) \nCustomer: D/static_file/8dedeffa16_1_20241118132327.jpg\nCustomer: Yes\nHuman Agent: it looks like this other camera may be able to use the optional setup called Zink, have you tried thats etup with it at all?\nHuman Agent: also when you did the QR code setup with the other camera how did the lights react?"]
["Customer: Agent\nCustomer: May I talk with an agent\nHuman Agent: How can I assist you?\nCustomer: I was on a chat with someone about my cameras that show blue that they are connected, but they really aren't.  We got a new Wifi company and they wont connect to the new wifi\nHuman Agent: The solid blue light means the cameras are connected to the Wi-Fi. But the cameras are not getting internet access. So the router or Wi-Fi node that the cameras are connecting to are not giving the cameras internet access.\nHuman Agent: I believe you said that you were contacting your ISP, were you able to contact them?\nCustomer: Yes.  They said everything is working ok on their end because we connected a new camera with no problems.  They said the camera needs to be reset, but their is no reset button on the camera.\nHuman Agent: If the cameras are not connected to the new network, then the old network that the cameras are connected to would need to be turned off.\nCustomer: The old network is turned off.  It is completely gone and no longer even on the property.  \nHuman Agent: Then the camera is connected to the new network. Are you able to see what devices are connected to the network?\nCustomer: No\nHuman Agent: Well that would be what you would want to do. Then you can see if the camera is getting connected to the network and see if the device is paused or blocked on the network. And you can also check the security and firewall settings to see if there is a setting that could be stopping the camera from uploading footage.\nCustomer: We checked all that and its all fine on the network side.  \nCustomer: We connected a new camera and it connected right away so the network can't be blocking it.\nHuman Agent: Each camera is going to be a unique device on the network. They can be paused and blocked invidually.\nHuman Agent: So one could be paused or blocked and another could be getting internet access just fine.\nCustomer: Well I asked them to check that and they said it wasn't being blocked\nCustomer: Its not showing up at all so it's not paused\nHuman Agent: We don't even know if it is getting connected to that network. Or if it is connecting to an old network or a Wi-Fi extender that is not getting internet. Can you unplug the router that you are trying to connect the camera to?\nCustomer: ok give me a couple minutes to do that\nHuman Agent: You will want the camera close to the router you are trying to connect it to and when you unplug the router, you will want to look at the light in the camera and see if it changes from the solid blue.\nCustomer: Its flashing blue and green\nCustomer: Now its steady blue again\nHuman Agent: Did you plug the router back in?\nCustomer: yes\nHuman Agent: We want to see the light in the camera when the router is unplugged to see if it changes while the router is unplugged. If it does change, then we know if it connecting to that router, but the router is not giving the camera internet access.\nHuman Agent: It looks like the camera is online now. So it was just an issue that restarting the router fixed.\nHuman Agent: Now you will want to add it to your account with a LAN Search.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: Ok I think that worked.  Thank you for all your help\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: I resuscribd  but it's  not showing  anything \nCustomer: It said the payment was successful but nothing happened \nHuman Agent: Hi my name is Wendy.  The camera needs to be online in order to record footage.  ZMD15DGDA204544 Cam 1 shows offline.\nHuman Agent: What color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: It's  in Jamaica and I am in ny\nCustomer: Everything is still as I s\nHuman Agent: Is anyone at the location with the camera to troubleshoot?\nCustomer: My monthly  expired a  I renewed this morning \nHuman Agent: Paid cloud plans are optional not required.  \nCustomer: No\nCustomer: Never had a problem \nHuman Agent: We would need to know what color the indicator light is on the camera, and is the light blinking or solid to help troubleshoot why the cameras are offline.\nHuman Agent: its possible the cameras were unplugged or the internet may not be working.\nCustomer: Please check if you received my payment.   Don't want to renew again and lose my money \nHuman Agent: I see an active cloud plan on ZMD15DGDA204544 Cam 1\nCustomer: Ok\nHuman Agent: The camera needs to be online though in order to record footage\nCustomer: It shows as expired here but I paied\nHuman Agent: Cam 1 has an active plan. Cam 2 does not.\nCustomer: I see nothing on camera 1 and I had to pay ay\nHuman Agent: you see nothing on cam1 and cam2 because they are offline.\nCustomer: Ok.  Thank you \nHuman Agent: You're welcome"]
["Customer: Firmware update failed and cannot access cameras\n\nCustomer: -1\nHuman Agent: Hi my name is Wendy.  Which camera are you trying to update the firmware?  What is the name or device ID?\nCustomer: All of my cameras\nHuman Agent: The sPoE cameras are offline.  You many of your wifi cameras are offline.  \nHuman Agent: The cameras need to be online before updating the firmware.\nCustomer: Do you have my camera names?   I cannot aee device Id\nCustomer: Except the spoe xameras.... Zmodo  made those obsolete \nHuman Agent: CH1-CH8 are offline. 前院雕像, 后院\t, mini1, mini2, 露台, 前庭草坪\t are offline\n\n\nHuman Agent: Which camera are you working with right now? \nCustomer: All except ch1-ch8 which are spoe\nHuman Agent: What color are the indicator lights on the wifi cameras? and are the lights blinking or solid?\nCustomer: Let me check \nCustomer: Min1. Blinking blue\nCustomer: Min2. Solid red\nHuman Agent: If the indicator light on the camera is blinking, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nTurn off your phone's mobile data then go through Zink setup.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nHuman Agent: The red light is the IR night vision light.  If you turn lights on that red light should turn off.\nCustomer: I should be able to reconnect without uninstalling all of the wiring\nHuman Agent: You can try setup where the cameras are, if you have trouble getting them setup, moving them close to the router can help\nCustomer: I will try it later...   Time intensive task \nCustomer: Really?\nHuman Agent: Sure.  We are here on live chat until 6pm CST if you need any help. \nCustomer: Ok.. i will try later... Also have to clear path to access the cameras\nHuman Agent: ok\nCustomer: Thanks \nHuman Agent: You're welcome"]
["Customer: Agent \nCustomer: Agent \nHuman Agent: How can I assist you?\nCustomer: Hi 8m trying to set up my pivot and am having trouble \nCustomer: Once I type in the said and password nothing happens \nCustomer: The ssid \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: OK lemme look \nCustomer: Zmd \nHuman Agent: Could I have the rest of the Device ID?\nCustomer: Zmd12lgbc207549\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Green\nHuman Agent: Is the light solid green or flashing green?\nCustomer: It flashed once and now it's solid\nHuman Agent: It is solid green?\nCustomer: Yes\nHuman Agent: Okay, if it is staying solid green or changing back to a solid green, then that indicates a power issue with the camera. Is the camera plugged in to an extension cord or power strip? Or is the camera plugged in directly to a wall outlet?\nCustomer: It's plugged directly to the wall and it's solid green and has been solid green \nCustomer: Staying solid green\nHuman Agent: Then it is not powering on properly. You can try a different outlet. The camera uses a 5V2A power adapter, so you can also try getting a replacement power adapter.\nHuman Agent: You can also try resetting it by pressing and holding the circle inside of the green light, but it may not reset properly since it is not powering on properly."]
["Customer: Need to speak to live agent \nCustomer: My plug in part (wall/outlet part) for my camera broke and I was seeing if you can help me get a replacement. I think I have camera 1080p\nHuman Agent: Could I have the model of the camera?\nCustomer: I think it’s 1080p\nHuman Agent: That is the resolution. Are you there with the camera?"]
["Customer: I want know how long I had my system for?\nCustomer: I want talk agent?\nCustomer: I want know how long have my system?\nHuman Agent: I can't tell you exactly how long you have had your camera for. I can tell you that this account was created on 7/8/2021.\nCustomer: Ok. How much for mini camera?\nHuman Agent: The Zmodo Mini Pro cameras are on sale at zmodo.com for $29.99.\nCustomer: Ok. My camera is working well?\nHuman Agent: Are you having trouble with your camera?\nCustomer: It not report when some coming house\nHuman Agent: Okay, there could be a few reasons if you are not receiving notifications. Can you tap on Events at the bottom of the app and tell me what time and date you have for the most recent motion event?\nCustomer: It say NO Content\nHuman Agent: Alright, that means it has not made an event in the last 12 hours. Are you there with the camera right now?\nCustomer: Yes\nHuman Agent: Alright, I just synced and restarted the camera. You will want to close the app and give the camera a couple of minutes to reboot.\nHuman Agent: When it finishes rebooting and reconnects, you can try moving in front of the camera to create an event."]
["Customer: Troubleshooting\nCustomer: None of the cameras have worked since 10-18-2024\nCustomer: The system is not working!!\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you referring to the NVR and cameras shared to your account? If so, are you at the location currently?"]
["Customer: Set up\nCustomer: Set up\nCustomer: I am unable to get my devices connected\nCustomer: Set up\nCustomer: I need to schedule a call back\nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're currently trying to connect? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \nCustomer: Hello\nCustomer: Okay one sec\n..\nHuman Agent: Okay, thank you. \nCustomer: ZMD12L6BB001339\nCustomer: And I have another too\nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nHuman Agent: If you have both powered on nearby, the second device may also connect when you get this first one connected. If not, I'll have you provide the ID once we connect this one. \nCustomer: I have already tried all the plus set options and my device is not connevted\nCustomer: *connecting\nHuman Agent: Would you be able to provide the screenshot of the QR code from that setup option requested at the end of the instructions?\nCustomer: Sure one sec\n....\nHuman Agent: Thank you. \nCustomer: D/static_file/c1cb2468cd_1_20241002165802.jpg\nHuman Agent: Thanks, and when you show this code to the camera, does it's blinking light change color at all?\nCustomer: No\nHuman Agent: Okay, and you're holding it about 6-8 inches away so that the camera on the Torch is looking at the code on your phone screen? \nCustomer: Yes\nHuman Agent: Hm, okay. That sounds as though it is not reading the code when it is shown. This device is also capable of using the Zink setup method (these are the only two it may use). When you tried that, what part of the Zink setup did you get stuck on?\nCustomer: The ZMD_SAP network is not popping up\nHuman Agent: What is the current indicator light status? The color and whether it is blinking. \nCustomer: It is solid green.  Both of them\nHuman Agent: Okay, what kind of socket do you have them connected to? It sounds like they're not finishing booting up properly. \nCustomer: One is connected through a wall outlet powered lamp and the other is connected  through an electrical outdoor light fixture\nHuman Agent: Would you be able to see if you get a different result in a normal indoor socket? \nHuman Agent: As in one from the ceiling or something of that nature. \nCustomer: One is in an indoor socket\nHuman Agent: However it is a lamp. Would you be able to try a normal ceiling socket?\nCustomer: OK one sec\nHuman Agent: Thank you. \nCustomer: It is still solid green at the new ceiling socket\nHuman Agent: Okay, is this the first time you're setting these up?\nCustomer: No I tried several times once before a few months back. \nCustomer: One of them yes, but the other no\nHuman Agent: Okay, do you remember if the one you tried before was stuck on solid green then as well? Did anything happen that may have damaged the devices?\nCustomer: The other was has always been stuck on green, and no nothing happened to them. One of them I just took out of the box to see if I could get that one to work and it is stuck on green too\nHuman Agent: Strange. It looks like you ordered these in March, correct? \nCustomer: Yes\nHuman Agent: Alright, unfortunately the only option then would be filing for an RMA via zmodo.com/RMA. There is a form at the bottom of that page for replacements and returns. You would ignore the invoice field, fill out all fields with blue asterisks, upload an image of your order email with your order number (if you don't have that, include an image of the device and note the order number in the description field. The order number is O-ZS-5C00202270), and submit the RMA. \nCustomer: Yes I'm here\nCustomer: I'm waiting to hear back from you. \nHuman Agent: I had said \"Alright, unfortunately the only option then would be filing for an RMA via zmodo.com/RMA. There is a form at the bottom of that page for replacements and returns. You would ignore the invoice field, fill out all fields with blue asterisks, upload an image of your order email with your order number (if you don't have that, include an image of the device and note the order number in the description field. The order number is O-ZS-5C00202270), and submit the RMA.\"\nCustomer: I responded yes that I purchased the devices in March \nHuman Agent: Yes, this was a reply to that. \nCustomer: Okay thank you I will do.\nHuman Agent: No problem. Is there anything else I can assist you with for now?\nCustomer: No. Thank you\nHuman Agent: Okay, have a good afternoon!\nCustomer: Youtoo\nCustomer: OK will do"]
["Customer: I changed my WiFi password now I need to know how to change it on here\nHuman Agent: Hi my name is Wendy\nHuman Agent: The cameras will need to be setup again to the new wifi info.  Are the indicator lights blinking green right now?\nCustomer: No\nHuman Agent: what color are the indicator lights? and are the lights blinking or solid?\nCustomer: Yes now the are\nHuman Agent: You mean the lights are blinking green now?\nCustomer: Yes\nHuman Agent: ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\n\nHuman Agent: or you can use QR code setup\nHuman Agent: Make sure your smartphone is connected to 2.4GHz wifi then tap the +sign.  Follow the in-app instructions to complete your setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n***The camera should be next to your router during setup, 5ft or less to your router**"]
["Customer: Cameras will not record at nightime \nCustomer: I am very familiar with these cameras and ther\nCustomer: Their options and funvtions\nCustomer: What I’m trying to say is they literally do not record any footage the moment it gets dark outside to the minute the sun comes up. Zero footage \nCustomer: My point?. Cameras will not record \nCustomer: I just gave you detailed information \nCustomer: Transfer me to agent \nHuman Agent: There could be a few reasons that the cameras are not providing footage at night. It could be a night vision issue. Are you able to see live video at night?\nCustomer: Yes\nCustomer: I can view live footage at nightime and all day. But their is no footage of any recodings in the am. \nHuman Agent: It looks like the cameras go offline frequently. So it could be a power issue when the night vision turns on. Or it could also be a network connection issue.\nHuman Agent: Are the cameras plugged in with an extension cord or power strip? Or are the cameras plugged in directly to a wall outlet?\nCustomer: I wake up and check the footage and the last recording will be around 645pm right before the dark comes in \nCustomer: I’ve tried all of that. But why would it only occur exacly\nCustomer: at the same time everyday and not during the day \nCustomer: If it were a network issue it wouldn’t pertain only to the nightime. \nCustomer: They are connected directly tor the wall \nHuman Agent: Because if the night vision is not turning on, then the camera may not be able to detect the movement. If there is a power issue, then the camera may shut off.\nHuman Agent: The upload bandwidth of a network is not consistent and does change. Also the signal strength can change and be affected by other devices and obstructions.\nCustomer: I doubt that for how could it not detect a vehicle with bright lights and heavy sized movements. It’s 15 feet from my street.\nCustomer: Yes that’s a fact. But we are not receiving offline issues or notifications. \nCustomer: Upload. You mean download correct?. We are not sending data to the cameras we are receiving it.\nHuman Agent: No, I mean upload. The cameras are uploading footage and that is how you are able to then download it with the app and how it marks motion events.\nCustomer: If that’s the case why would it only occur overnight and not during the day. \nCustomer: These are not peak hours. For the neighborhood is asleep. \nHuman Agent: You would also need to troubleshoot and check and make sure the infrared lights for night vision turn on. And also make sure the camera does not restart when the infrared lights turn on. As far as network connection issues go, the most common causes are signal strength at the camera and the upload bandwidth. So you would want to test both of those things.\nCustomer: I have. They both have been cleared and confirmed.\nHuman Agent: What have been cleared and confirmed?\nCustomer: The infrared indicators light up and do not shut off the cameras when not lit up. Signal strength is not the factor \nHuman Agent: Well, you would need to troubleshoot that now. What is the signal strength at the cameras?"]
["Customer: I have an 8 camera system, 7 of my cameras are working well but one camera frequently shows Video Loss. I have reconnected it to the internet several times and after a brief period-video loss recurs . I have checked the electrical outlet and even changed it a few times with the same result. What could be the problem?\nCustomer: How do I contact customer support?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How far away is this camera from the router would you say?\nCustomer: About 15 feet which has not changed since I set up the system more than 5 years ago and all the other cameras are farther away.\nHuman Agent: Is it inside or outside? when you notice it offline what colors are you seeing from the camera and is it flashing or solid?\nCustomer: Kyle , I am still waiting for your reply.\nHuman Agent: I replied above, I said \"Is it inside or outside? when you notice it offline what colors are you seeing from the camera and is it flashing or solid?\"\nCustomer: The camera is Outside.\nA flashing green."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: I recently upgraded my internet same company spectrum to a faster speed and now my cameras won't connect, I don't know if it's a software problem or because of the speed of my internet connection, supposed to be 1gbm \nCustomer: 1\nHuman Agent: Hi my name is Wendy.  The camera will need to be setup to the new wifi info.  Do you have a 2.4GHz wifi channel already setup on your router?\nCustomer: I am going to check this now, the lower speed router was connecting fine \nHuman Agent: ok"]
["Customer: I would like to update and reactivate our Zmodo camera system. I recently\ntook over the role of Tony Gawarecki here at TP Universal and see our\ncameras have been offline since August of 2023. \nCustomer: I am working on a desktop computer not a device or phone.\nCustomer: this system worked last year, can't I contine using it?\nCustomer: How do I renew my subscription?\nCustomer: How much are rates for different cameras?\nCustomer: Do I need to have a cloud subscription\nCustomer: Can I talk to a real person and not a robot?  \nCustomer: Agent\nHuman Agent: Hi my name is Wendy\nHuman Agent: Your cameras & NVR are offline.  Are you needing help getting them setup again?\nCustomer: Hi Wendy, are you the Wendy M. that replied to me yesterday?  this is Craig from TP Universal.\nHuman Agent: Hi Craig, my name is Wendy M. It is possible I helped you yesterday. \nHuman Agent: Your cameras & NVR are offline.  Are you needing help getting them setup again?\nCustomer: Yes.... that's me, I got your email thanks for the help.  I'm able to log into our existing account but can not find anything that says Zink setup.  Can you help me?\nHuman Agent: On the Zmodo app tap on the plus sign in the upper right corner then choose Zink\nHuman Agent: You have the Zmodo app downloaded to your smartphone and you are logged into the app with email tgawarecki@pecoequip.com right?\nCustomer: There is no plus sign only a faded image for my account or logout drop-down. I'm on a desktop computer, not a phone or devise.\nHuman Agent: You need to setup Zmodo devices on your smartphone.  Setup cannot be done on the computer\nCustomer: This is a business, no smartphones or tablets available.  The system was working on this very computer last year, what happened?\nHuman Agent: It would have originally been setup on a smartphone.  after it was setup you can view the cameras on a desktop computer on the web app\nCustomer: OK... so if I download the app to my personal smartphone to get the system online, I can then delete the app and use the office computer for accessing and using?\nHuman Agent: Yes you can do that\nCustomer: OK, what is the app I need to get?\nHuman Agent: Zmodo app\nCustomer: OK.... doing it now, stand by please...\nHuman Agent: ok\nCustomer: Downloading now...\nHuman Agent: ok\nCustomer: OK, I'm at \"Updated Rich Notifications\" main page\nHuman Agent: Okay you are logged into the app with email tgawarecki@pecoequip.com?\nCustomer: yes\nHuman Agent: Tap on the +sign then choose Zink\nHuman Agent: follow the in-app instructions to complete setup.\n\nThe cameras should be close to the router during setup.\nCustomer: no plus sign on the screen, only scrolling right to 5 different pages\nCustomer: AI settings... AI event filtering... Show Now...\nHuman Agent: Can you provide a screenshot of what you are looking at?\nCustomer: How... that on my phone on the desk, not this computer\nHuman Agent: Take a screenshot and email it to yourself then attach it here\nCustomer: working on it...\nCustomer: D/static_file/0fd7f41d8c_1_20241105144154.png\nHuman Agent: swipe on the screen a few times to view the home screen\nHuman Agent: D/static_file/edde3864d4_1_20241105144301.png\nHuman Agent: Tap on the + sign then choose Zink \nCustomer: Nothing like that, last screen says Google In-App purchase\nCustomer: \"Enter\"  hit that???\nHuman Agent: I'm not sure what you are looking at.\nCustomer: It only allows me to swipe left to 5 different pages, this is last one...\nCustomer: D/static_file/9520b01c4c_1_20241105144644.png\nHuman Agent: Please tap on entre\nHuman Agent: *enter\nCustomer: OK... at home page, \nHuman Agent: okay you see the 3 cameras & NVR listed on the screen?\nCustomer: I see 3 cameras and a Smart kit\nHuman Agent: ok.  Tap on the + sign then choose Zink \nCustomer: It says number of devises   1\nHuman Agent: Do 1 at a time\nHuman Agent: ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nCustomer: OK.... I guess I'll need to move away from the desk now out to the building where these cameras are mounted to follow this process.  I assume I'll need to pay for a new subscription to your service as the last one ended in Sept of 2023.  Does that incled cloud?\nHuman Agent: Paid cloud plans are optional not required.\nCustomer: OK... do I need to pay you now for service for these cameras to come online?\nHuman Agent: no, you do not need to pay.  To get the cameras online you need to set them up using Zink setup\nCustomer: OK.... go see if I can get them to come up.  You mentioned in your email yesterday that one of the cameras was unbound, will Zink help rebind it?\nHuman Agent: Yes.  ZMD00IA12001051  uses Zink setup \nCustomer: OK.... I'll go work on it now.  Thank you for all your help!  Nice job...\nHuman Agent: You're welcome!"]
["Customer: Why my phone dont show the cameras\nCustomer: How to connect it to my phone\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: 15ut75zu5006180\nHuman Agent: 15ut75zu5006180 isn't pulling up any info.  Is this a new device? or has it been setup before?\nCustomer: D/static_file/626d5be295_1_20241014142511.jpg\nHuman Agent: 15UT75ZU50061BO is a legacy NVR that is no longer supported.   Basic functionality will remain accessible by connecting the DVR/NVR directly to a monitor, but the Zsight app will no longer be updated.\n\n\nHuman Agent: This type of NVR can no longer be viewed remotely.  You can only view the cameras from a monitor connected to the NVR>"]
["Customer: Troubleshooting\nCustomer: My cameras don’t work anymore\nCustomer: There are no lights\nCustomer: That’s steps do not resolve the issue\nCustomer: Contact live chat agent\nCustomer: Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you while the cameras are plugged in cover the front as much as you can and tell me if you hear any clicking or if when you peak if any red lights come on (the IR nightvision lights)"]
["Customer: I can't get my camera to connect to my app\nCustomer: Did all that I need connect to support\nHuman Agent: Hi my name is Wendy.  Are you needing help setup camera named eye?\nCustomer: Yes\nHuman Agent: is the indicator light on the camera blinking green? \nCustomer: Yes\nHuman Agent: ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nCustomer: I did all this multiple times and it's not working hence why I'm trying to get help\nHuman Agent: okay where do you get stuck in setup?  \nCustomer: It stops working when it gets to the connect to network \nHuman Agent: When you are going through setup does the indicator light only flash green? or does it flash between green & blue?\nCustomer: Just green\nHuman Agent: Does it allow you to enter your 2.4GHz wifi password?  Does it list your 2.4GHz wifi name? or do you have to manually enter it?\nCustomer: It shows up then I click on it and it gets stuck so I manually enter it and it gets stuck there to\nHuman Agent: Go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location then go through Zink setup again\nCustomer: It is on\nHuman Agent: is precise location enabled too?\nHuman Agent: camera is plugged directly into a wall outlet with just the power adapter? no extension cables, power strips, or surge protectors?  \n\nYou should be right next to the camera during setup."]
["Customer: I need to talk to somebody all four of my cameras don’t work. They’re all four different power sources my router fine please have somebody call me 928-293-0526.\nCustomer: Call 928-293-0526\nCustomer: Agent\nCustomer: Agent\nCustomer: My cameras don’t\nCustomer: My cameras don’t work\nCustomer: Power supply and Internet are\nCustomer: Powerline and Internet are OK\nCustomer: Please help me my phones don’t work \nHuman Agent: There could be a few reasons that the cameras are offline. First, did you change your router, Wi-Fi name and password, or internet provider?"]
["Customer: Real person \n\nCustomer: I cannot get the cameras to hook up via the qr code on either zmodo app\nCustomer: They turn blue and blink but that's it\nCustomer: Then connection times out.  All my cameras are zmodo and I'm adding additional ones\nHuman Agent: Hello, you've reached customer care, my name is Kylie. When you did the setup, did you reboot the camera by unplugging and plugging it in first before trying the setup? if the camera has been plugged in for a long period of time it can have trouble with the setup, rebooting it makes it more sensitive for the setup. \nCustomer: The night lights are not on. Proper distance, clear viewer of qr\nCustomer: They are brand new and just plug in and unplug and pluggedvack in\nCustomer: I have also tried in both zmodo apps\nHuman Agent: Okay, The cameras will only set up ona 2.4ghz network or a Duel network, was the network you used a 2.4GHZ network? \nCustomer: Yes and I already have my previous zmodos running on it.\nHuman Agent: Okay, Lets try refreshing the phones connection to the network then have you go back through the setup, you will go into the phones Wi-Fi settings, click the settings gear next to the Wi-Fi name, choose forget network. Once forgotten you will click adn reconnect to it then go through the setup again. \nCustomer: Done. Connection is still timing out\nCustomer: It does turn blue but does not connect \nHuman Agent: is it turning a solid blue or only flashing?\nCustomer: Flashing \nHuman Agent: Okay, if tis flashing blue that means its seeing the code and trying to connect but its failing, how far are you from the router?\nCustomer: 7 ft\nCustomer: Same room\nHuman Agent: Okay, are you able to take a screenshot of the QR code and send it into the chat to me here?\nCustomer: When I click the image icon nothing pulls up\nCustomer: I also moved sit right beside the router with same results. \nHuman Agent: Okay, are you able to try closing the app and reopen it again then try sending the screenshot into the chat?\nCustomer: D/static_file/2a83385141_1_20241112143431.jpg\nCustomer: D/static_file/134979627b_1_20241112143507.jpg\nHuman Agent: Ah, It looks liek you may have the phone in dark mode? this can mess with the setup, try adjusting it to Light mode and also make sure the Blue light filter/eye comfort shield is also off. \nHuman Agent: then try the setup again. \nCustomer: Still just blue blinking\nHuman Agent: Ah looks like one more Hang-up is it is saying Unknown SSID, not the Wi-Fi name. Can you make sure the phone's location is on? if the Location is off then it cannot tell what Wi-Fi you are connected to. It needs to say the Wi-Fi name when you go to enter the password."]
["Customer: Troubleshooting\nCustomer: Hi I have a camera that might need restarted or updates it looks static\nCustomer: Can you tell me which cams are on line\nCustomer: I need some trouble shooting I am on the road and not home can you force updates\nCustomer: I need you to trouble shooting my cameras\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Mira is a Chat AI shes not able to look up your account to tell you which are offline, I however can, one moment. \nHuman Agent: Two cameras are currently offline, the names of those are 1 and 5. \nCustomer: I have some blink cams in the same room as the midi the midi is showing a completely different view blink sunny room bright zmodo dark no way they are the same view and time\nCustomer: I am interested in 4 and 6\nHuman Agent: Unfortunately if you are not at the location we wouldn't be able to troubleshoot the issue properly, this is because those cameras are offline right now. \nCustomer: They look static we are traveling and I suspect something\nCustomer: Can you force update number 4\nHuman Agent: For cameras 4 and 6, If you are having trouble with the view while traveling its very possible that its due to your phones connection to internet, you can experience buffering when not on Wi-Fi or if the Wi-Fi signal fluctuates.\nCustomer: It is very sunny today that image I am seeing is lsat night that room would be brighter than track on 4\nHuman Agent: I can try to update that Number 4 caemra from my end but there is a risk, normally we only force updates while someone is there so we can have them watch the progress of the update, if the update fails it will cause the camera to drop offline. Knowing that do you still want me to try pushing the update to that camera?\nCustomer: Yes\nHuman Agent: Okay, One moment. \nCustomer: I can’t see anything anyway too dark\nHuman Agent: The update wont improve that part at all. To troubleshoot that part you would have to be at the location for us to have you try some physical tests/fix solutions. \nCustomer: We’ll still update please\nHuman Agent: The Number 4 camera is fully up to date already, the only camera that has an update available is camera 6, do you want me to update that camera?\nCustomer: I can do that is see notification\nCustomer: Can you show me a graph of number 4 how long online I turned it on yesterday is all you see\nHuman Agent: Okay. To troubleshoot more reguarding the physical issues you are experiencing with the cameras you would need to be at the location. \nCustomer: Can you restart a camera?\nHuman Agent: We do have the ability to restart cameras but we do not do that while customers are away because there is a possibility that the camera wont come back online and can cause issues if the camera is too far away.  \nHuman Agent: I cannot show you any of our internal graphs, I do see that camera 4 has only been online today. \nCustomer: What about last night yesterday ?\nHuman Agent: all of the cameras were offline yesterday.\nCustomer: I started them and motion alerts from yesterday\nHuman Agent: On my end it shows all of the cameras were offline yesterday. I cant see the footage itself but that's what it shows on my end in the system. \nCustomer: D/static_file/641de9caed_1_20250206092937.png\nHuman Agent: Yes,  the cameras were offline yesterday, it was not for the whole day though, only in the evening were they online. \nCustomer: Ok thanks\nHuman Agent: No problem, have a great day."]
["Customer: I have not looked at my camera since last year. I am trying to use it now. When I click on live, I get the message \"poor connection.\"\nCustomer: how is the app refreshed?\nCustomer: You said the problem may be fixed by refreshing the app. How is that done?\nHuman Agent: Hi my name is Wendy\nHuman Agent: ZMD15F3DA205637 Driveway shows offline.  Is this the camera you are needing help with?\nCustomer: yes\nHuman Agent: What color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: The light is off\nHuman Agent: Please move the camera to a different wall outlet or try using a different working 5v 1a power adapter to see if that will get the camera to power on and show the indicator light\nCustomer: OK."]
["Customer: Troubleshooting\nCustomer: I can’t get my camera to update \nCustomer: Set up\nHuman Agent: Hello, my name is Grant. It looks like most of the cameras on your account are offline. The cameras need to be online in order to download and install the update. Are you there with the cameras to set them up?"]
["Customer: One of my cameras is just buffering that sending a message that is establishing connection\nHuman Agent: Hello, my name is Grant. Are you having trouble with the camera named \"garage\" on your account?"]
["Customer: I’ve tried all tips given to me for the microphone to work and it’s still not working!\nCustomer: According to the App Store, my phone does support it. It requires iOS 14 & I have iOS 18. \nHuman Agent: Hello, my name is Grant. The cameras on your account are the Zmodo 1080p Indoor/Outdoor Wi-Fi cameras. Those cameras do not have 2-way audio features. That is why the microphone and speakers are greyed out on your app.\nCustomer: I’ve done and tried all tips. I thought it was just a glitch but it used to work before. I’ve had this app for a while. \nCustomer: Since when??? It’s definitely worked before! It’s the whole reason I paid for the subscription service!!\nHuman Agent: The cameras on your account have never had two-way audio. They do not have a physical microphone or speakers in the camera. So there is no way for them to transmit audio.\nCustomer: It stopped working when I paid for it!! If I knew that the two-way talking would stop working, I would’ve never subscribed! \nCustomer: Yes they have!! I HAVE PROOF! I don’t appreciate the gaslighting. I would like a refund as well. \nCustomer: $20 down the drain.\nHuman Agent: You may have had different cameras. The Zmodo Mini Pro cameras are our indoor cameras, and those cameras have two-way audio. But those cameras are not the two cameras on your account currently.\nHuman Agent: As far as a refund, the subscription on your account is managed through your Apple account. I can give you instructions on how to cancel the subscription. However, for a refund, you would need to contact Apple support.\nCustomer: No they are absolutely the same cameras that I have had for over a year now! This isn’t my first time having the subscription and as I just stated, I have PROOF it’s worked before. \nHuman Agent: The two cameras on your account named \"Room 1\" and \"Room 2\" have never had the capability for two-way audio. They do not have the hardware in the cameras for it. \nCustomer: Lying and gaslighting LOYAL customers is TERRIBLE! I hope you have the day you deserve, Sir. This whole company is a SCAM. \nHuman Agent: I am not lying or gaslighting you. You can see the technical specifications on our website for those cameras. For Audio is says \"None\". The cameras have not been advertised as having two-way audio. You likely just had different cameras setup on the account at one point in time. Or you may have had cameras from a different company that you are remebering.\nCustomer: D/static_file/9f378158c0_1_20241231091702.png\nCustomer: I will be canceling my subscription VIA APPLE. & According to Apple, my subscription is still available until January 17, then I’ll be completely destroying and getting rid of these shit ass cameras since y’all don’t want to refund me for a service that’s offered but not given!! Nowhere in your website does it list compatible devices!! \nHuman Agent: Yes, that is where you would want to cancel the subscription if you do not want it to renew again. I am not sure what you mean by compatible devices. If you mean compatible with the subscription, the cameras on your account are compatible with the cloud recording. The cameras do not record audio because they do not have two-way audio due to not having speakers or a microphone on the camera."]
["Customer: Agent\nCustomer: Troubleshooting\nHuman Agent: How can I assist you?\nCustomer: I just discovered that the one camera i pay a cloud storage membership on went down for 24 hours and just came back this morning\nCustomer: This is unacceptable \nCustomer: My other 2 cameras were working just fine and i have recorded events from both of them for the last 48 hours\nCustomer: Those 2 cameras are not on a paid cloud membership but the ONE CAMERA THAT IS MOST IMPORTANT FOR RECORDINGS.....\nHuman Agent: There are several reasons a camera could have gone offline. Did you restart the camera or setup the camera again when it was offline? Or did it come back online on its own?\nCustomer: WENT DOWN FOR AN EXACT 24 HOURS!\nCustomer: Its working just fine. YOUR SYSTEM DID THIS\nCustomer: It went dark with no recorded footage for exactly 24 hours and then began recording again all on its own. I want a ticket submitted regarding my cloud storage membership!\nCustomer: This is unacceptable!\nHuman Agent: We cannot temporarily disconnect your cameras from our system. I could completely reset it, but that would require you to go through the setup process to reconnect it. So if it came back online on its own, then that would not be what caused it.\nCustomer: The ONLY camera that went dark is the ONE camera i am paying a membership for. So dont play games with me! \nHuman Agent: If the camera came back online on its own, then it was likely either that it got unplugged and came back online when plugged back in. Or there was a network connection issue with the camera. The most common causes of network connection issues are the upload bandwidth and signal strength at the camera.\nCustomer: Hell no your not going to blame this on me! My camera was not fucking unplugged and my internet was on the entire fucking time! IM DONE WITH THIS PIECE OF SHIT COMPANY \nHuman Agent: You can test the upload speed of the Wi-Fi network that the cameras are connected to. Make sure that your phone is connected to the same 2.4 GHz network that the cameras are connected to. You can use this link https://fiber.google.com/speedtest/ to test the speed of your network. It will test a download and then an upload speed.\nHuman Agent: The internet being on does not mean that the camera had internet access. The camera may have not had sufficient upload bandwidth to record and upload the footage to the cloud. The upload does change at different times of the day and for different reasons.\nHuman Agent: And I am not saying it is your fault. I am giving reasons that it may have gone offline and troubleshooting steps you can take to try to narrow it down and figure out why it was offline."]
[{"$cut":{"chars":16965,"head":"Customer: Troubleshooting\nCustomer: Set up\nCustomer: One of my camera is not working \nCustomer: Blue\nCustomer: Why am I not able to view this camera\nCustomer: I disconnected camera and plugged it back in and still no pic\nCustomer: I’m still here\nCustomer: All I see is a solid blue light \nCustomer: All 3 other cameras are working only this one is not \nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID of the camera/s  you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: Hi Wendy\nHuman Agent: Hi\nCustomer: D/static_file/6e5aefcc70_1_20250310140149.jpg\nCustomer: Zcy00064314100003\nHuman Agent: 045C0693E9A5MBQ this camera uses EZLink setup.  Is the indicator light blinking green?\nCustomer: No\nCustomer: D/static_file/b4633ac862_1_20250310140341.png\nCustomer: This is view \nHuman Agent: I just checked, the camera shows online. The same is family room.\nHuman Agent: strange\nCustomer: D/static_file/9d8f3b9195_1_20250310140411.jpg\nHuman Agent: I will try a sync/restart. just a moment\nCustomer: Yep, just no pic :(\nCustomer: Ok\nCustomer: Now it’s green\nHuman Agent: okay that means it is restarting\nCustomer: D/static_file/2f3ef1edba_1_20250310140530.jpg\nCustomer: Oh ok\nCustomer: I tried pushing reset button on back of camera too\nCustomer: Now it’s blue again \nHuman Agent: okay please see if you can view the live feed now\nCustomer: Ok\nCustomer: No :(\nHuman Agent: still the black screen?\nCustomer: Yes \nHuman Agent: one moment\nHuman Agent: I'm checking with my supervisor -it may take a few minutes\nCustomer: Ok\nHuman Agent: I could unbind the camera from your account to reset it then you would need to set it up again.  Would you like me to do unbind/reset it for you?\nCustomer: Please, as long as you can do it all from your end, that would be great! \nHuman Agent: I can't set it up on my end\nHuman Agent: You would need to set it up after I unbind/reset it. \nHuman Agent: are you on-site with the camera right now?\nCustomer: Ohh, what will I need to do then on my end?\nCustomer: Yes\nHuman Agent: After I reset it you would need to set it up using EZLink setup\nCustomer: I dunno how, unless you walk me thru it\nHuman Agent: Would you like me to unbind/reset it for you?  \nCustomer: Just the one camera right?\nHuman Agent: Yes just 045C0693E9A5MBQ family room\nCustomer: The numbers don’t match the numbers I gave you earlier \nCustomer: Zcy00064314100003\nCustomer: Is this the same?\nHuman Agent: D/static_file/3472297805_1_20250310141538.png\nHuman Agent: 045C0693E9A5 MBQ\nCustomer: What will I need to do after you reset it please advise \nHuman Agent: 045C0693E9A5MBQ is the ID\nHuman Agent: You would need to set the camera up like it was new.  You would tap on the +sign in the upper right corner of the Zmodo app, choose Legacy, EZLink setup\nCustomer: Ok, let’s give it a shot \nHuman Agent: okay one moment I will reset/unbind the camera\nCustomer: 🤞🏻\nHuman Agent: Let me know if the indicator light switches to blinking green\nCustomer: Yes\nHuman Agent: make sure your smartphone is connected to 2.4GHz wifi then tap on the +sign in the upper right corner, choose Legacy, EZLink setup\nHuman Agent: Follow the in-app instructions to complete setup\nCustomer: I hope I can do it. You people helped me set it up years ago, not me😬 wish me luck\nCustomer: Stand by\nHuman Agent: ok\nCustomer: I think I did it, but now I don’t have the family room \nCustomer: It’s gone\nHuman Agent: 045C0693E9A5MBQ  hasn't been setup yet.  Is the indicator light still blinking green?\nCustomer: I put QR code in front of camera then I heard a beep\nHuman Agent: 045C0693E9A5MBQ  hasn't been setup yet.  Is the indicator light still blinking green?\n\nCustomer: But nothing happened after that\nCustomer: No\nCustomer: It went to blue\nHuman Agent: solid blue or blinking blue?\nCustomer: Let’s try it again\nCustomer: Now it’s blinking green again \nHuman Agent: okay please try to set it up again using EZLink setup\nCustomer: I knew this was gonna happen :(\nHuman Agent: is the indicator light still blinking green? Where do you get stuck in set"}}]
["Customer: Set up\nCustomer: I need to add a new WiFi so I can get back on line \nCustomer: I don’t remember it’s been a long time \nCustomer: I need to get back on line \nCustomer: No I got a new WiFi and I need to install it\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  The cameras will need to be setup to the new wifi info.  Are the indicator lights on the cameras blinking green right now?\nCustomer: Yes\nHuman Agent: The outdoor bullet cameras use QR code setup\nHuman Agent: Please click on the “+” icon on the phone app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nHuman Agent: The doorbell uses Zink setup. Zink doorbell setup:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup. Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nCustomer: Can I speak to a agent \nHuman Agent: I just sent you an invite to schedule a callback with a phone agent\nCustomer: 256 464 6663\nHuman Agent: I see you have a callback scheduled now for tomorrow Feb 4 9am-10am CST\nHuman Agent: Did you have any other questions?\nCustomer: No\nHuman Agent: Okay.  Have a great evening!"]
["Customer: Set up\nCustomer: i would like a live chat agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\n\nCustomer: I have one camera that I can’t get connected Can you walk me through deleting it and reinstalling it?\nCustomer: I can’t get it to recognize the QR code\nCustomer: do I have to delete it first?\nCustomer: i just checked it and it is working, thank you\nHuman Agent: you will not have to delete the camera to set it up let me look up your account to see what setup the cameras will do. \nHuman Agent: Fantastic! glad it was able to connect for you"]
["Customer: I have a subscription but it's telling me to subscribe to get notifications on my cameras!?\nCustomer: When i go to notification settings it's telling me to subscribe. My subscription was just updated a couple of days ago \nCustomer: Yes its shows it's active \nCustomer: I get the real time video but I want it to show event that I can look back on and send me notifications that I PAY for!!!!\nHuman Agent: Which camera are you having trouble viewing the Playback footage from?\nCustomer: I have a subscription I'm not getting events or notifications when a person car ect goes in view. When I go to the settings to change it to send the notifications it says to subscribe to be able to get those notifications. I just paid 100 for both cameras the 19th. \nCustomer: Neither cameras is sending notifications \nHuman Agent: Okay, can you open the app and on the home screen it should say Notifications at the top. Is it set to \"ON\", \"OFF\", or did you create a custom mode setting?\nCustomer: They are on \nHuman Agent: It is set to \"ON\"? Is that one blue?\nHuman Agent: Can you tap on Events at the bottom and tell me if it shows any events listed there?\nCustomer: Yes \nCustomer: It's showing two event recently but never a notification of event \nHuman Agent: Okay, so it is making events, that is good. Then lets check the notification permissions in your phone settings. You will want to open your phone settings and it should have a section for app settings. And then you can find the Zmodo app and find the permissions.\nCustomer: They are also on\nHuman Agent: Lets check that. Are you in your phone settings right now?\nHuman Agent: What permissions do you have available? Is there just one Notification permission? Sometimes it has multiple settings options for it.\nCustomer: Yes\nCustomer: Just one allowing notifications \nHuman Agent: Alright, good. Are you there with the cameras at this time?\nCustomer: Yes\nHuman Agent: Alright, then we can test and try to set off a notification. Which camera is going to be easier for you to get to?\nCustomer: Driveway \nCustomer: My daughter is currently out there running in circles \nCustomer: Not notifications of it \nHuman Agent: Alright, I will sync and restart the camera. It should take it a couple of minutes to reboot and reconnect. Then you can move in front of the camera, but you would want to have the app closed as it will not send a notification when the app is open.\nCustomer: Okay! \nCustomer: Yes \nCustomer: I'm still here \nHuman Agent: Did you go to the camera to try to create a motion event?\nCustomer: I will do that now you were able to reboot it? \nHuman Agent: Yes, I synced and restarted the camera. But I may need to do it again if you had the app open and it detected motion.\nHuman Agent: Can you close the app now, and I will sync and restart the camera? It should take it a couple of minutes to reboot and reconnect. Then you can move in front of the camera, but you would want to have the app closed as it will not send a notification when the app is open.\nCustomer: Okay thank you ill close the app now \nCustomer: Thank yiu!! It finally sent a notification\nHuman Agent: Good, I am glad that it sent a notification."]
["Customer: Set up\nCustomer: My camera is not scanning qr code\nHuman Agent: Hello, my name is kylie, are you trying to set up a new camera or reconnect a previous one?"]
["Customer: Troubleshooting\nCustomer: Please my camera is not working\nHuman Agent: Hi my name is Wendy.  camera 1 & camera 2 show offline.  What color are the indicator lights on the cameras? and are the lights blinking or solid?"]
["Customer: update keeps failing even after using share me app also\nCustomer: -1\nCustomer: tried that 3 times, camera wont even load now\nCustomer: -1\nCustomer: agent\nCustomer: update keeps failing even after using share me app also. restart unplug etc. tried that 3 times, camera wont even load now\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD19G4IH410153\nHuman Agent: Alright, can you tell me what light you see in the camera?\nCustomer: JUST BOUGHT A TWO PACK BOTH WERE WORKING UNTIL NOTICE THAT AN UPDATE WAS NEEDED v17.4.2.30\nCustomer: OUTSIDE LET ME GO LOOK \nCustomer: BLUE ON ONE, GOING TO CHECK NEXT ONE\nCustomer: OTHER ONE TOO HIGH CANT TELL, \nHuman Agent: We want to check the camera that is not coming online anymore.\nCustomer: would need to get a ladder\nCustomer: if you have a minute i can get the outlet to see if power there\nCustomer: have video on both cameras\nCustomer: now when hit update it does nothing\nCustomer: message to update there hit it now and just goes back to the camera\nHuman Agent: That is good, that means both are coming online. You can try restarting the router and then updating the cameras when the camera reboots. You may want to try uninstalling and reinstalling the app.\nCustomer: both are up now just wont update to new version\nCustomer: any oter option than reboot router in middle of work and using it right now. \nHuman Agent: Yes, I understand, that is why I suggested restarting the router to restart the connection and also to try uninstalling and reinstalling the app.\nCustomer: unstalling app now. \nCustomer: uninstalled the app, trying to download now it takes a while \nCustomer: 1st one worked trying 2nd one\nCustomer: Thank you for the support, looks like yu got it. both worked now. \nHuman Agent: Great, I am glad that worked. I did not do anything on my end, you did the hard work.\nHuman Agent: Do you have any questions?"]
["Customer: Troubleshooting\nCustomer: Both of my cameras are not working?  Blue light is on one and green light on the other?  \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are those lights blinking or steady?"]
["Customer: Why cant I watch my videos\nCustomer: No I'm on my 14 day free trial\nCustomer: I can't watch my videos\nCustomer: I'm not liking this\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you elaborate more what type of video, are you trying to view the live video or the playback for the cameras?"]
["Customer: trying to set cam, reads zmd- not set up,\nHuman Agent: Hi my name is Wendy.  Which camera are you trying to setup right now? What is the name of the camera or the device ID listed on it?\nCustomer: i will be right you going to take a pic of bar code\nHuman Agent: ok thank you\nCustomer: zmd13hpda241142\nHuman Agent: ZMD13HPDA241142 uses QR code setup.  You don't need to connect to zmd_sap network for this other setup method.  \n\nIs the indicator light on the camera blinking green right now?\nCustomer: yes\nHuman Agent: Zmodo QR code instructions: \n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\n***The camera should be next to your router during setup, 5ft or less to your router***\n\nCustomer: the cam. is out on the deck\nHuman Agent: you can try setup where the camera is mounted but if you have trouble getting it setup moving it inside next to the router can help\nCustomer: i am having issues with all my 8 cams. it started when i  received a up grade router\nHuman Agent: The cameras will need to be setup again to the new wifi info.  If the indicator lights are blinking green that means they are in setup mode and need to be setup again\nHuman Agent: All of the cameras connected to this email can use QR code setup.\n\nOffice side front & master bed both show online but the other cameras on your acccount show offline.\nCustomer: correct, does this mean i must take down all cams. and bring them back in the house?              \nHuman Agent: you can try setup where the cameras are mounted but if you have trouble getting them setup moving them inside next to the router can help\nCustomer: so i tried setting cam in front the house. mounted green light bilking and still non luck\nHuman Agent: When going through setup did the indicator light ever blink blue? or only blinking green?\nCustomer: green only\nHuman Agent: Go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n\nGo to your phone's wifi and double check your phone is connected to 2.4GHz wifi\n\nThen go through setup again\nCustomer: how do i do that, and where do i find that on settings ?\nHuman Agent: yes in your phone's settings for the Zmodo app\nCustomer: yes\nHuman Agent: were you able to check the location?\nCustomer: can not locate\nHuman Agent: In your phone's settings for apps \nHuman Agent: scroll down to the Zmodo app\nCustomer: ok\nCustomer: so i turned off precise loc.it reads when off app can access my approx loc.\nHuman Agent: You would want to make just location is enabled while using the app and turn precise location on\nHuman Agent: after you do that go to your phone's wifi and double check your phone is connected to 2.4GHz wifi\n\nThen go through setup again\nCustomer: then turn back on?\nHuman Agent: You want to enable location while using the app and turn precise location on\nCustomer: still can not see if it reads 2.4ghz\nHuman Agent: What do you mean?\nHuman Agent: If you don't have a 2.4GHz wifi channel setup yet on your router you can contact your internet service provider or router manufacturer for help getting that setup\nCustomer: after you do that go to your phone's wifi and double check your phone is connected to 2.4GHz wifi\n\nThen go through setup again\nHuman Agent: If you don't have a 2.4GHz wifi channel setup yet on your router you can contact your internet service provider or router manufacturer for help getting that setup\nCustomer: is there a number i could Speak to someone live?\nHuman Agent: I just sent you an invite so you can schedule a callback\nCustomer: thank for that\nHuman Agent: you're welcome"]
["Customer: Troubleshooting\nCustomer: There is a new version and it's not letting me update to the new version \nCustomer: Every option above is not wotking\nCustomer: Agent\nCustomer: Hello \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. The camera named Room is already fully updated and the Window camera is offline so it is not possible to update it until it is reconnected. \nCustomer: I was working\nCustomer: I just set it up\nCustomer: It was online when I was trying to download the new version \nHuman Agent: I see. Currently it is offline. What is the indicator light status of the camera? I'll need to know color and whether it is blinking."]
["Customer: Set up\nCustomer: HOW DO I CONNECT MY PLDER ZMODO ZH-IXY1D\nCustomer: ZMD_SAP DOES NOT SHOW UP\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera?  \nHuman Agent: The device ID will be listed on a sticker on the camera and will start with ZMD\nCustomer: ZK8-BFS23NM\nHuman Agent: The ID will start with ZMD -it may be on the top or side of the camera or on the bracket\nCustomer: THIS IS A MUCH OLDER UNIT. THE MODEL IS ZH-IXY1D AND THE fcc id IS ZK8-BFS23NM. This is all that is on the device.\nHuman Agent: D/static_file/798e03654f_1_20241211134826.png\nHuman Agent: D/static_file/75d3af296e_1_20241211134832.png\nHuman Agent: Please check on the camera at these locations to find the ID\nCustomer: ZMD13ELE220924"]
["Customer: I have 1 more camera that needs to be added to my LAN per my conversation this morning \nCustomer: It's not working I need a real person \nCustomer: OK I'll wait here \nCustomer: I only have 1 camera the other agent forgot to ad and I have the ID of it handy\nHuman Agent: Could I have that ID? \nCustomer: Yes...\nCustomer: D/static_file/19fe754b61_1_20240917131917.jpg\nCustomer: Are you there ? \nCustomer: Agent \nCustomer: OK well let's try this again I guess \nCustomer: Real person please \nCustomer: Thank you I'll be waiting \nCustomer: I just need this 1 final camera manually added to my LAN by ID and I'll go away 😁\nCustomer: D/static_file/931b84c445_1_20240917132416.jpg\nHuman Agent: That camera is offline, so you would need to set it up with the Zink setup. Can you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug the camera back in?\nCustomer: Yes ... doing that now \nCustomer: Plugged off and on, going to get light now \nCustomer: Requires ladder I'm going ...\nCustomer: Hmmm werid no lights. \nCustomer: I'll retry\nHuman Agent: Can you try covering the camera lens and see if the infrared lights for night vision turn on?\nCustomer: Yep...\nCustomer: I also unplugged and re plugged the device \nCustomer: Going back to ladder now...\nCustomer: OK I can see from the ground looks like a light is on\nHuman Agent: Okay, what light do you see in the camera?\nCustomer: Green\nHuman Agent: Is it solid green or flashing green?\nCustomer: Solid \nHuman Agent: It should change after several seconds to a flashing green. If it does not change, then that indicates a power issue with the camera. Is the camera plugged in to an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: All I have is a power strip the cord is not long enough\nCustomer: All others plugged in exact same way \nCustomer: I just unplugged and re plugged , can we see if it's online yet?\nHuman Agent: Okay, but it may be causing a power issue for the camera. Could you try plugging the camera in directly to a wall outlet? You may also want to try using a different power adapter and cable from another camera.\nHuman Agent: The camera is not online. Is the light still solid green?\nCustomer: OK I'm going to get an alternate cable now then....\nCustomer: How about now ?\nHuman Agent: What light do you see in the camera?\nHuman Agent: The light in the camera will tell us the status of the camera.\nCustomer: Hang on gotta go back outside for that ....\nCustomer: Hmmm no lights \nHuman Agent: Did you use the power adapter and cable from one of the working cameras? It looks like all of the working cameras are still online.\nCustomer: No I had an extra \nCustomer: If we mess up and get those offline I will cry 😆\nHuman Agent: Okay, can you cover the camera lens and see if the infrared lights for night vision turn on?\nCustomer: No lights. Trying to establish that i have power ...\nHuman Agent: That is why I asked if the infrared lights would turn on when you covered the camera lens. If it does turn on, then we know it is getting power and it may just be hard to see the light in the camera. If the infrared lights do not turn on, then there may be a power issue with the camera or the power adapter.\nCustomer: OK hang on \nCustomer: No lights at all now.\nCustomer: I'm gonna use the other camera cable just please don't leave me with another camera down \nCustomer: I knew this would happen! Now that device I unplugged is offline 😕\nCustomer: OK it's back. The camera we are working on has absolutely no lights at all now. \nHuman Agent: Yes, unplugging a camera powers it off and it will be offline. When you plug it back in, it will power on and will reconnect.\nCustomer: Is it possible to replace it with another if i can get that ID? \nHuman Agent: Well, wait, is the camera still plugged in with the power adapter and cable from a working camera?\nCustomer: They are both plugged in yes I had additional cables \nHuman Agent: So you have the camera that is not working plugged in with the power adapter from one of the working cameras?\nCustomer: Nope. I have all cameras plugged in and the non working one is back onto the extra cable I had \nHuman Agent: Can you please plug the camera that is not working in with the power adapter and cable from a working camera?\nCustomer: Yes....\nCustomer: Done \nCustomer: Can you now see if that one is online ? \nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'? Please give it a couple of minutes so the list of networks will refresh a few times?\nHuman Agent: And also look for a light inside the camera while it is plugged in with the cable from a working camera.\nHuman Agent: It looks like the camera is online now. You can try to add it with a LAN Search in the app.\nCustomer: No the network is not on wifi for some crazy reason \nCustomer: OK I'll go do that real quick stand by please ?\nHuman Agent: That is because the camera is online and connected to the Wi-Fi network, so it will not make the ZMD_SAP network.\nCustomer: OK what difference will that make ?\nHuman Agent: I was just explaining why you did not see the ZMD_SAP network.\nCustomer: Ah OK cool. So it looks like the camera I borrowed the cable from is now offline \nHuman Agent: That would be because it is unplugged. So it is not powered on.\nCustomer: Lol. Nope I plugged it in using the other adapter \nCustomer: 😁\nHuman Agent: Well, the other adapter was not powering the first camera. So it is probably not powering this camera now.\nCustomer: So maybe that adapter cable is deceased. \nHuman Agent: The issue is the power adapter.\nCustomer: OK cool so how do I go about getting a replacement cabl3?\nCustomer: Replacement power adapter \nHuman Agent: The cameras use a 5V1A power adapter with a micro-USB connector. It is a very common adapter and can be found on Amazon or at stores like BestBuy and Walmart.\nCustomer: Cool. Thanks a bunch I appreciate all your help \nHuman Agent: You're welcome."]
["Customer: Live agent\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?\n\nCustomer: I’m trying to get a video I paid to activate the cloud  however it’s not allowing me so I canceled the subscription how can I get the footage I need it for court\nHuman Agent: Did you have the cloud at the time that you are trying to see the recording for? \nCustomer: No I didn’t I downloaded it now it’s not showing anything \nHuman Agent: Okay if you did not have cloud at the time the incident happened, there would be no recordings.\nCustomer: It happened today at7:02 am where did it go after I downloaded the video\nHuman Agent: If you made a clip from that time it would go to the phones storage \nCustomer: How can I get it from the phone storage I have a iPhone 13 \nHuman Agent: You want to go to the photos app and search for videos\nHuman Agent: Let me know if you see it.\nCustomer: No it’s not in my video s\nHuman Agent: Can you try to save another clip from the last 3 minutes\nCustomer: Yes \nHuman Agent: Let me know if you get an error.\nCustomer: It did not download \nHuman Agent: Do you get an error when you make the clip? \nCustomer: No it just spin and say downloaded\nHuman Agent: Can you check the photos permission is allowed for the app, by going to the settings app, apps at the bottom, then  find Zmodo. Tap on Zmodo and make sure the permission for photos is set to atleast add photos. \nCustomer: Ok\nCustomer: Yes it’s on\nCustomer: Hello\nHuman Agent: Okay, so with the permission on, to be clear you're going to playback of your Babyboy Gym camera, going to a time after the point you had subscribed, hitting the scissor icon, picking a clip length, it loads the clip, you hit download, and it doesn't show in your gallery, correct? Just wanted to walk through the steps to make sure that was what is being done. \nCustomer: I tried that it wasn’t working do I canceled the subscription I only need one clip that’s all is there anyway that you can retrieve on your end \nCustomer: I really need this clip for court it’s very important \nHuman Agent: It is only possible to access video while logged in. To do that you would need to change your password to your account temporarily to something like abcd1234 for me to log in, grab the clip, send it to you, then you could change your password again. Otherwise you could also try to reinstall the app as well to see if that resolves the current issue you're having. \nCustomer: Ok I’m willing to do that I’m changing the password word now to abcd1234 \nHuman Agent: Okay, let me know once it has been changed. \nCustomer: Ok it’s done I need the one from around 7am it has a dog in the footage babyboy gym\nHuman Agent: I apologize, our system was incorrectly labeling the time of the subscribe as AM when it was PM. You subscribed after this point. Recording does not start until you subscribe. \nHuman Agent: There does not seem to have been any clips on babyboy gym at 7am. \nCustomer: Do I need to re subscribe to get it\nCustomer: It’s around that frame it’s small dog on the clip it might be a few minutes after\nHuman Agent: As you weren't subscribed, it was not recording and would have only had the short free plan clips recorded at that time. Cloud recordings start only after subscribing and do not unlock footage from before when you subscribed. \n\nThere are no clips listed on that camera from around 7am. \nCustomer: So that footage is gone \nHuman Agent: There was not any footage recorded since you were not subscribed. The only clip on that camera around 7am was yesterday on the 18th, is that possibly what you were wanting to download?\nCustomer: No it was from today it download and now I can’t if the clip\nHuman Agent: There are no clips from 7:02 this morning on that device. There is one around 4:07am with a small animal, but then no other clips until 12pm. \nCustomer: I went back also looking and it doesn’t show but this happened this morning around 7:02 am\nHuman Agent: Could it possibly be the 4:07 clip that has a small animal?\nCustomer: Can you please send me the 4:07 please\nHuman Agent: Sure, one moment. \nCustomer: Thank you so much I really do appreciate this\nHuman Agent: No problem. Would you like it emailed to angelgal838@gmail.com?\nCustomer: Yes please\nHuman Agent: Okay, I've just sent it to you now. \nCustomer: I got it once again thanks I really appreciate this\nHuman Agent: No problem, anything else I can help with?"]
["Customer: Cam1 can not connect remotely, Cam2 and Cam3 will connect remotely, only can connect to Cam1 at home on wifi\nCustomer: Contact customer support \nHuman Agent: All three cameras on your account are showing online currently. What do you see when you tap on Live for the camera?\nCustomer: I can see all 3 at home on wifi, but I can only see Cam1 here at home on wifi, it will not connect remotely when I'm away from home on data, also I am using a new wifi extender for Cam1, my older wifi extender would no longer connect to my router. That's when this started\nHuman Agent: The camera looks like it goes online and offline frequently. So likely there is a network issue. Can you tell me what you see when you tap on Live for that camera right now?\nCustomer: If I go to live, I may lose you\nHuman Agent: You can come back to the chat. It will remain open for at least 7 minutes.\nCustomer: K\nCustomer: I can see, but it's a still picture, the seconds aren't counting \nHuman Agent: Are you on your Wi-Fi right now? Or are you on cellular data?\nCustomer: Wifi \nCustomer: I can't see it on data away from home\nHuman Agent: Yeah, the issue is not the Wi-Fi or data, since as you can see it is not working on your Wi-Fi either. You could turn off your Wi-Fi and check on your cellular data and you would probably see the same thing right now. It is an issue with the camera's network connection. There are two typical causes of that, the signal strength and the upload bandwidth.\nHuman Agent: You can test the upload speed of the Wi-Fi network that the cameras are connected to. Make sure that your phone is connected to the same 2.4 GHz network that the cameras are connected to. You can use this link https://fiber.google.com/speedtest/ to test the speed of your network. It will test a download and then an upload speed.\nHuman Agent: Since the camera is connected to a Wi-Fi extender, make sure you are connected to that same extender when you do the test.\nHuman Agent: To test signal strength, you can download an app on your phone. If you are using Android, then you will want to download an app called Wifi Analyzer. If you are using iOS, then you can download an app called Airport Utility. You can use these apps to test the signal strength from your Wi-Fi near the cameras. The cameras want a signal strength between -40 and -60 dBm. The closer to -40 the stronger the signal.\n\n\nCustomer: Download 12.7\nUpload 18.4\nHuman Agent: Is that while connected to your main router or to the Wi-Fi extender?\nCustomer: Wifi extender \nHuman Agent: Okay, and then you can test the signal strength of the network at the camera. We can actually look at the signal from both the main router and the Wi-Fi extender.\nCustomer: What's strange is its only cam1, cam2 cam3 no problem \nHuman Agent: Yes, so it may be a signal strength issue with that camera.\nHuman Agent: To test signal strength, you can download an app on your phone. If you are using Android, then you will want to download an app called Wifi Analyzer. If you are using iOS, then you can download an app called Airport Utility. You can use these apps to test the signal strength from your Wi-Fi near the cameras.\nCustomer: My provider said my old netgear extender would not connect to my router anymore because it was 600mbs and I needed to get a new netgear extender that could handle 600mbs which I did\nHuman Agent: Okay, that is fine. It could be that the new extender is not providing a good signal to the camera. Or that the camera is connecting to the main router and not the extender. Are you able to test the signal strength at the camera?\nCustomer: Zero problem until I had an internet outage, then all this started,\nCustomer: Download .22mbs\nUpload .32mbs at cam1\nHuman Agent: Okay, that upload is different from the initial upload you gave, and that is not sufficient for the camera. You may want to test the signal strength at the camera as that may be causing issues with the upload bandwidth.\nCustomer: That is at the camera\nHuman Agent: That is the upload bandwidth, not the signal strength.\nHuman Agent: To test signal strength, you can download an app on your phone. If you are using Android, then you will want to download an app called Wifi Analyzer. If you are using iOS, then you can download an app called Airport Utility. You can use these apps to test the signal strength from your Wi-Fi near the cameras.\nCustomer: Well it appears I don't have enough signal strength at cam1, even though I bought a new, better extender....frustrating \nHuman Agent: You can test the signal strength to see what it is. We won't know unless you test it.\nCustomer: Signal strength = weak\nHuman Agent: Are you receiving my messages with instructions on how to test the signal strength? You will get an actual number. That will be more useful to us.\nCustomer: Yes, it gave the download and upload speeds and said signal strength weak\nHuman Agent: No, that is not testing the signal strength. I will send the message again.\nHuman Agent: To test signal strength, you can download an app on your phone. If you are using Android, then you will want to download an app called Wifi Analyzer. If you are using iOS, then you can download an app called Airport Utility. You can use these apps to test the signal strength from your Wi-Fi near the cameras.\nCustomer: They want a credit card, not doing that\nHuman Agent: No, there are free apps. Do you have an Android or iOS device?"]
["Customer: Sound ?\nCustomer: Can't turn on sound.\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?\n\nCustomer: Can't turn on sound.\nHuman Agent: The 2 cameras door and carport do not have audio functions. \nCustomer: Amazon sdid they do?\nCustomer: Said\nHuman Agent: Can you send me a picture of where it shows that. We want to make sure the seller has the correct information"]
["Customer: Troubleshooting\nCustomer: Camera is not working \nHuman Agent: Hi my name is Wendy. \nHuman Agent: What color is the indicator light on front door camera? and is the light blinking or solid?\nCustomer: Solid \nHuman Agent: Solid green or solid blue?\nCustomer: Blue \nHuman Agent: Do you have more than 1 router at the location?\nCustomer: No\nHuman Agent: Could you please unplug the camera for 30 seconds? then plug it back in again?\nHuman Agent: Let me know if the indicator light goes back to solid blue or stays blinking green after it is plugged in again"]
["Customer: Agente\nCustomer: Cambie el  password de la internet have varios dias y no e podido restablacer la Camara \nHuman Agent: \nHola, te comunicaste con atención al cliente, mi nombre es Kylie. Para volver a conectar las cámaras al nuevo wifi, deberá realizar la configuración para volver a conectar las cámaras.\nCustomer: E hablado con un agente ayer e seguro las instrucciones pero nada que puedo configurar la camara\nHuman Agent: La configuración que utilizan las cámaras de su cuenta es la configuración QR, un momento mientras tomo las instrucciones de configuración para que las intente y siga.\nHuman Agent: 1.Verifique la compatibilidad de la red:\n\nAsegúrese de que la red WiFi esté funcionando en la frecuencia de 2,4 GHz y que el teléfono con el que está realizando la configuración esté conectado a esa red, ya que esta es la red a la que se conectarán las cámaras.\n\n\n\n2.Acceda a la configuración del código QR:\n\nAbra la aplicación y vaya a la página de inicio. Toque el signo más ubicado en la esquina superior derecha, luego seleccione la opción Código QR.\n\n\n\n3.Iniciar la instalación:\n\nToque \"Iniciar instalación\" o \"Siguiente\" en la parte inferior de la pantalla para comenzar el proceso de configuración.\n\n\n\n4.Ingreso de contraseña de WiFi:\n\nSiga las instrucciones en pantalla. La aplicación le pedirá que ingrese su contraseña de WiFi. Recuerde que la contraseña distingue entre mayúsculas y minúsculas.\n\n\n\n5.Generar código QR:\n\nDespués de ingresar su contraseña de WiFi, toque \"Siguiente\" y aparecerá un código QR en la pantalla.\n\n\n\n6.Coloque la cámara:\n\nAlinee la lente de la cámara con el código QR que se muestra en la pantalla de su teléfono con aproximadamente 8 pulgadas de espacio entre ellas. La cámara leerá automáticamente el código QR.\n\n\n\n7.Nombre del dispositivo (solo configuración por primera vez):\n\nSi esta es la configuración inicial, la aplicación le pedirá que le dé un nombre al dispositivo para identificarlo fácilmente.\nCustomer: El QR LO ESCANEO PERO CUANDO PONGO EL OTRO ESCANER NO SE ESCANEA\nHuman Agent: Estos son los pasos de configuración, pruébalos ahora y déjame saber cómo reacciona la cámara a la configuración, si vuelve a fallar toma una captura de pantalla del código QR y envíamelo al chat para revisarlo.\nCustomer: D/static_file/58aaa367b7_1_20250129154016.jpg\nCustomer: D/static_file/81923e62fe_1_20250129154147.jpg\nHuman Agent: Por favor, no uses todas las mayúsculas hacia mí.  La cámara no leerá el código QR si la luz roja IR está encendida, necesitarás iluminar más la habitación para intentar escanear el código.\nCustomer: Esa foto fue se ayer \nCustomer: Ahora esta de dia\nCustomer: D/static_file/6e73f1f523_1_20250129154305.jpg\nCustomer: QR\nCustomer: Lo lee \nHuman Agent: \nCuando las luces IR rojas están encendidas, todo queda en blanco y negro para la cámara, esto significa que la pantalla de su teléfono ciega la cámara y aparece totalmente blanca. Necesitará apagar las luces IR haciéndolas más brillantes o, si por algún motivo no funciona, imprimirá el código QR e intentará mostrar la cámara, pero tiene que ser una captura de pantalla del código de la aplicación que imprimes.\nCustomer: Lo que no lee es que me da la aplicación \nCustomer: D/static_file/5d55bbe065_1_20250129154436.jpg\nCustomer: D/static_file/5e1a211498_1_20250129154603.jpg\nCustomer: Yo ya escanie pero no funciona\nHuman Agent: El código impreso que enviaste tiene información de wifi que no es la misma que el código anterior, probablemente esta sea la razón por la que falla en ese caso, probablemente haya un error tipográfico. Usted mismo puede verificar esto, ir a la aplicación para tomar fotografías de su teléfono, sostenerla frente al código impreso y luego verificar qué información muestra después de escanearla.\nHuman Agent: Si el nombre o la contraseña de wifi son incorrectos, la cámara no podrá conectarse.\nCustomer: Voy a volver a intertar\nHuman Agent: Ok\nCustomer: Ya escanie y me salio esto\nHuman Agent: Si vuelve a fallar, dime cómo reaccionan las otras luces (luces verdes o azules) si puedes verlas más allá de las luces rojas.\nCustomer: D/static_file/ec61c4de98_1_20250129155137.jpg\nHuman Agent: Ese no es el paso final para escanear el código, haga clic en Siguiente\nCustomer: Ya intense y no funciona \nCustomer: Lo hice con el papel de copia y con el teléfono y nada\nHuman Agent: Bien, si probaste el código impreso y la información dentro del código es precisa y correcta, eso significaría que la cámara en sí tiene un problema. Puede intentar cambiar al cable de alimentación en caso de que tal vez sea un problema de energía, pero aparte de eso, realmente no hay nada más que pueda hacer para poner la cámara en línea, solo usará la configuración QR y si eso no funciona con una impresión correcta. código entonces no se puede hacer nada.\nCustomer: Que marca de  cámara me recomienda comprar en amazon"]
["Customer: Why cant i hear on my cameras?\nCustomer: I cant not hear people talking on my cameras \nCustomer: Set up\nCustomer: Stupid ass \nCustomer: -1\nCustomer: -1\nCustomer: -1\nHuman Agent: Hi my name is Wendy.  The outdoor bullet cameras connected to this account do not have an audio / sound feature.\nCustomer: I was wondering why i cant talk nor hear on my cameras i have in my home \nCustomer: Ok ty \nHuman Agent: If you are looking for an outdoor camera with audio please take a look at the Zmodo battery cam on Amazon\n\nhttps://www.amazon.com/Zmodo-Security-Rechargeable-Detection-Waterproof/dp/B0DJ1LFNRP/ref=b2b_gw_d_puwl_d_sccl_3/132-6977896-3820560?pd_rd_w=KDwnS&content-id=amzn1.sym.e29f9610-d9f9-499e-a6c0-e695a640e957&pf_rd_p=e29f9610-d9f9-499e-a6c0-e695a640e957&pf_rd_r=TG0TBKGF1BGFC07G3HQD&pd_rd_wg=Bax3o&pd_rd_r=04275c40-07b1-4c3d-8413-6a7c6201f869&pd_rd_i=B0DJ1LFNRP&psc=1"]
["Customer: Factory reset\n\nCustomer: How do I factory reset my camera I have tried everything to reconnect them moved outlets unplugged plugged back in deleted app re installed it. After I moved I haven’t been able to reconnect camera to app\nCustomer: No reset button on camera \nCustomer: Model ZP-IBH23-W \nCustomer: Reset camera model ZP-IBH23-W \nCustomer: Further assistance \nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. That camera does not have an external reset. When you look at the cameras lights what color are they and are they flashing or solid?"]
["Customer: Set up\nCustomer: Can not reset my camera or get them to reset and sink up\nHuman Agent: Hi my name is Wendy.  Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: This is BS, I brought the camera in got it connected to Network walked out to the Gazebo plugged it in and could see video on my Zmoto app. The after a few minutes it loses the connection and won't display video on Zmoto App. This camera was working for past two months and 4 days ago now it doesn't work outdoors. Works inside but, not where it had been working.\nCustomer: Need other assistance something is wrong with the antenna reception.\nCustomer: -1\nCustomer: Get me a human i believe i need a replacement camera. \nHuman Agent: Hi my name is Wendy.\nHuman Agent: Which camera is no longer working?  What is the name or device ID on the camera?\nCustomer: Hi. I've spent last few hours resetting up camera next to router works find yet what I take it out to Gazebo where it had been working just find. I get it to show video on zmoto app then it drops the connection, believe I have a faulty antenna. \nHuman Agent: Gzebo camera shows online currently.  You could try using a different camera's antenna to test if its an antenna issue.\nHuman Agent: When the camera goes offline, is the indicator light blinking green or solid blue?\nCustomer: NAME IS GAZEBO, which is now in the house. Device ID ZMD16L01752436\nHuman Agent: Okay you could test to see if the camera goes offline when inside the house -its possible where you have the camera setup outdoors does not have a good connection to  the router so it goes offline.\nCustomer: In house near router solid blue, tried of running out to GAZEBO back and forth.\nHuman Agent: is the camera plugged in to a wall outlet with just the original power adapter? or is it on an extension cord, power strip, or surge protector?\nCustomer: Camera is working inside now no problem doesn't work outside.\nHuman Agent: okay you may want to change where you have the camera mounted with better signal to the router\nCustomer: Original power cord inside, Gazebo i use 6ft extension cord which this cord has work for years without any problem.\nHuman Agent: With the extension cord, is the adapter 5v 2a? or is it still 5v 1a\nCustomer: ??? I give up cannot deal with this. Camera was working fine for last two months now it doesn't when out of GAZEBO \nHuman Agent: , is the adapter 5v 2a? or 5v 1a on the extension cord? Its possible you need a stronger power adapter.\nHuman Agent: For a USB power adapter, add 1amp per 6ft wire. So if you purchase a 10ft adapter, it would need to be 5V 2A Micro USB."]
["Customer: Agent\nHuman Agent: Hi my name is Wendy.  How can I help?\nCustomer: Hi Wendy. Sorry we are trying over here.  I have all QR codes connected. Dillon said my driveway will connect a different way\nCustomer: Would that be zink?\nHuman Agent: Driveway camera uses Zink setup.  Is the indicator light blinking green on the camera?\nCustomer: Walking there now\nHuman Agent: ok\nCustomer: Yes it is\nHuman Agent: ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nCustomer: Her back to us if we have to.  You guys are really great to work with.  Thxs\nHuman Agent: Sounds good.  Live chat agents are here today until 6pm CT."]
["Customer: My camera has great power connection and it's flashing gree\nCustomer: I need help setting it up \nCustomer: It's flashing gree\nCustomer: It is what's the next step\nCustomer: The camera got updated and rebooted, and now it won't connect. Wi-Fi signal is strong within range. Light is flashing green and will not connect every time. I tried to Open the Camera. It says connection failed after a minute uploading\nCustomer: I did all of these, and it is not doing anything but flashing green\nCustomer: Can I speak to an actual person and not AI\nCustomer: Agent\nCustomer: Agent\nCustomer: Thank you \nHuman Agent: Hello, you've reached customer care, my name is Kylie. If the camera is flashing green that means it is offline currently, How far away is the camera from the router when you started the update before?\nCustomer: 20 feet or less\nHuman Agent: If the camera is more then 10 feet from the camera, with multiple walls its possible that while updating the update failed. Did you unplug and plug in the camera or the router at all while the camera was updating?"]
["Customer: Need to speak with a representative\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\n\nCustomer: I have five devices none of which are working\nCustomer: One of them has the cloud service which I pay $50 for also not working since September\nCustomer: How do I get these working again?\nCustomer: You’re not much help\nCustomer: There is no chat history\nCustomer: This is the best service you can provide\nCustomer: I’ll be taking my business elsewhere thank you for your lack of help\nHuman Agent: Okay, its the holiday season and I am assisting multiple customers at one time, regardless you have made a decision and I hope you have a good day"]
["Customer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: Hi Dillon, I was just texting with Kylie\nCustomer: Can i talk back to her\nHuman Agent: One moment, I'll check if she's available. \nCustomer: Okay\nHuman Agent: Alright, she is available to assist you so I'm sending you over to her now. Have a good day! \nCustomer: Thanks\nCustomer: Hi Kylie, I did the steps with the timezone.\nCustomer: yes the time changed but the two cameras had different times\nHuman Agent: Hello again, fantastic work, you did that with both of the cameras correct?\nCustomer: Yes\nCustomer: The time difference was and still is seconds\nHuman Agent: that's good. Now I would like for you to reboot both of the cameras, to do that6 you would unplug them, and plug them back in, you would onyl ened to do that with these two that we time cycled, Once they are both back online then I will have you move Infront of the camera to trigger the motion and cause it to record.\nCustomer: Can you call me at 770 774 8237\nCustomer: I think this chat will timeout again\nHuman Agent: I am not able to call you, but if you would like to instead troubleshoot over the phone I can send you the call scheduler so you can schedule yourself a call with one of our call reps from that. \nCustomer: No\nHuman Agent: Okay, the chat only times out if the automated warning message is not responded to.\nCustomer: Done\nCustomer: Can you tell if they are back online\nHuman Agent: Okay, I will check if theya re online eyt from my end, it takes a moment\nHuman Agent: They are both online now, try moving infront of them, then let me know once you have done that\nCustomer: Done\nCustomer: Inside 1 does not seem to be working\nCustomer: I got a notification for the Garage camera\nHuman Agent: Is the inside 1 cmera not showing you the live video at all or?\nCustomer: Yes the live view is working, should i go in front of it again\nCustomer: Are you still there\nCustomer: It is going to timeout again \nHuman Agent: Yes I am here, Try moving Infront of the camera again, if it still doesn't trigger then try rebooting it one more time,\nCustomer: It gave an alert that time... Do you think i should reboot anyway\nHuman Agent: If it gave an alert then thats okay. \nCustomer: Someone just walked by but i got no alert\nHuman Agent: Yes, the camera will not send an alert for ever form of motion. How it works is it gives a major alert for the first motiong, then after 2 more motions (we call it Minor, Minor) then the camera will send an alert for the next motion after that. \nHuman Agent: The footage is still recorded from those other motions, When you click on Playback on the cameras it will show you all motion in yellow, and the red is also motion but is where the alerts were sent/occurred.  \nHuman Agent: Blue means there is no motion as well. \nCustomer: Okay... Do you think i should do this for the other camera. It has a different time from the other two\nCustomer: Should i just reboot it\nHuman Agent: Yes, if the time is incorrect or wrong feel free to do this time cycling with any of the other cameras.\nCustomer: I noticed that my cameras are not on silent alerts anymore. Is that because we did something\nHuman Agent: The rebooting I had you do is mainly just to so that motion test that the time cycling to see if it resolved the issue, its not required for you to reboot every time you do the time cycling typically. \nHuman Agent: No, we didn't change any of the alert settings, you may have perhaps tapped that on accident perhaps. \nCustomer: Okay, One other question. Some of the yellow alerts when i play them play like they are doing snapshots\nCustomer: And not like it was recorded\nHuman Agent: If when you play the yellow timeline see that its choppy, try checking to make sure the internet your phone is on is strong, if its weak or a slower connection the yellow, blue, or red can appear laggy. \nCustomer: It is still skipping 3 seconds on the timeline\nCustomer: The time jumps from 30 seconds to 33 seconds \nHuman Agent: If it is laggy, or choppy for the yellow or red areas its possible that at the cameras location if the network experiences lag and was slow it can impact the cameras ability to send the video data to record, The main thing the cameras use to stream the footage is Upload speed, do you know how much Upload speed your supposed to be getting/have?\nCustomer: 1000\nCustomer: Which is the max speed for my provider\nCustomer: Sometimes it is more than 3 seconds. I saw 7 seconds today\nHuman Agent: 1000 is typically in reguards to the download speed as 1000 is super high for upload. Mainly what Upload speed is used for is for Uploading something, in thsi case the cameras are uplaoding the video stream so it can record which takes allot of upload speed. For cameras thata re subscibed it takes about 4 upload speed per camera, cameras without a sub its 1 uplaod speed per camera, so in total you would have to have the upload speed be 6MBPS. \nCustomer: Oh okay... my internet is not slow when i go to web sites\nCustomer: It is not slow at all\nHuman Agent: Websites don't use much Upload speed, that's thanks to download speed mainly. Unless your Uploading things onto the internet, which normally are whats called a small packet, and not a stream, the cameras here are streaming/uploading the video for recording and that takes much more upload speed. \nHuman Agent: I can have you do a test to see what your upload speed is. Do you have an android or an apple phone?\nCustomer: Android\nHuman Agent: Okay, I want you to turn off the celular data on your mobile phone in the settings, then make sure youa re connected to the same network as the cameras, after that open google and search \"speed test\" the first option at the top is a speed tester from google and will have a blue button that says \"run speed test\" you would click that while holding your phone as close to the camera as you can, hold it there and wait for the test to finish, once its finished it will tell you the Download and upload speed there. You will need to do this test from each of the cameras location, then do it one more time holding your phoen at the router, to get an accurate overall reading.\nHuman Agent: I recommend just taking a screenshot after ever reading to make it easier to keep tract of what each are and compare them. \nHuman Agent: Once you complete the tests, turn your cellular data back on from the settings. \nCustomer: Okay, that is alot. I will do it later. Thank you Kylie... I just hope i can get the cameras to work like they use to\nCustomer: Have a great evening and stay safer always\nHuman Agent: No problem, thank you as well and I wish you luck. Feel free to message again should you need more assistance or have any trouble with those speed tests. \nHuman Agent: Farewell\nCustomer: Okay, i sceen shot the instructions\nHuman Agent: Perfect! great work. \nHuman Agent: Have a good evening, farewell"]
["Customer: How to reset my camera ZP-IBH15-W\nCustomer: There is not a reset button on the camera\nCustomer: Camera model ZP-IBH15-W\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. If the cameras are offline, there is generally no need to reset as if the wifi network is no longer available, they will go into setup mode and have a flashing green or flashing blue light. Is the indicator light on your cameras currently flashing?\nCustomer: ID:ZK8-BFS23NM\nHuman Agent: The ID should start with ZMD.  If the cameras are offline, there is generally no need to reset as if the wifi network is no longer available, they will go into setup mode and have a flashing green or flashing blue light. Is the indicator light on your cameras currently flashing?"]
["Customer: It made me do.\nAn update and that was longer than your 5 minute time out.Where did you go?\nCustomer: Agent\nCustomer: Hey, grant, hopefully, you can see the prior chat. We're trying to update. My cameras to my new router and my camera will not read the q. R code so she tried adding my n VR to my main page. And ask me what I saw when I clicked live and it wanted me to do an update.  But then failed\nHuman Agent: It looks like you connected 3 of your cameras to your Wi-Fi network. The NVR on your account is offline. Do you want to start with the one camera that is not setup or the NVR system?\nCustomer: I do now see my 3 cameras on my Phone app.But not my TV screen through HDMI\nCustomer: I think our messages crossed paths yes I would love to set both up.  Thank you\nHuman Agent: I understand. So do you want to start with the last camera that is not setup yet or the NVR?\nCustomer: NVR i also would like to have 24/7 record on motion events\nHuman Agent: Okay, can you take a look at the Ethernet port on the back of the NVR that connects the NVR to your router? Can you tell me if there is an Ethernet cable plugged in? If there is, can you tell me what lights you see on that port?\nCustomer: There is one red light on the right side of the ethernet cable tab\nCustomer: Maybe amber color not red\nHuman Agent: Is the light solid or flashing?\nCustomer: Solid\nCustomer: And on top of the NV.R I have three green lights solid\nHuman Agent: Okay, that means that it not transmitting data. Can you check the Ethernet cable on both ends? Unplug it from your NVR and plug it back in, then do the same on your router.\nCustomer: Yes\nHuman Agent: If you changed your router, then make sure it is plugged in to your new router and not your old router or a Wi-Fi extender.\nCustomer: I unplugged from both.\n Ends, but even when it was unplugged from the n, v, R, the red light stayed on below the ethernet port.\nHuman Agent: You can try a different Ethernet cable. Did you change your router or just change your Wi-Fi password?\nCustomer: Went from DSL to starlink\nHuman Agent: Okay, so you have a new router. Is the NVR plugged in directly to the new router? Or do you have Wi-Fi extenders or a mesh network?\nHuman Agent: Do you still have your old router?\nCustomer: It is plugged directly into the starlink router. I do not have my old equipment\nCustomer: Normally when you unplug an ethernet cable. The lights go out correct? When I unplugged from the NV, R, the light stays solid below the ethernet connector.\nHuman Agent: What we know right now is that the NVR is not getting an internet connection. That could be for several different reasons, so we want to troubleshoot that. Do you have another Ethernet cable that you can use?\nCustomer: Yes I just tried that as well\nHuman Agent: Okay, and what was the result?\nCustomer: Same result and when I unplugged the ethernet cable from the NV.R.The light stays on below the ethernet connector of the NV.R\nCustomer: Almost as if it thinks a cable is still plugged in when no cable is plugged in\nHuman Agent: You can disconnect the ethernet cable and reset the NVR. You can reset it in the General Settings on the NVR or with the pinhole reset button on the back of the NVR.\nCustomer: General settings in the app or on the TV with the mouse.?\nHuman Agent: On the NVR itself. You would use a mouse to click on the Main Menu button at the bottom left corner. Then click on General Settings and then System Settings.\nCustomer: D/static_file/3bbeb94c68_1_20250203120219.jpg\nCustomer: I tried the paper clip on the reset hole. Do I need to hold it down for a certain amount of time? It did nothing.\nHuman Agent: The reset pinhole you would hold down until the system restarts. You'll need to make sure the ethernet cable is not plugged in when doing so or it could reset all of your cameras as well. \nCustomer: Okay I successfully did a reset\nHuman Agent: Okay, go ahead and plug the ethernet cable back into the NVR and the router please. \nCustomer: D/static_file/c0dbd3432d_1_20250203120744.jpg\nCustomer: Top of the NVR is now blinking 3 blue lights.The ethernet port still has one Amber light even when unplugged \nCustomer: I do.\n Now see my 3 cameras on my L. E! D TV.\nHuman Agent: The NVR is now online and the blinking blue lights should indicate it is recording. So with this online and recording again, would you like to go ahead and work on getting the 4th camera set up as well?\nCustomer: I am needing a power supply for the fourth camera. So it is not functioning right now. But I would like to have 24 hour record with motion stamping on the NV. R.\nHuman Agent: I'm unsure what you mean by motion stamping, but if you'd like to swap the NVR from intelligent recording to normal recording you can change that from the monitor view using a mouse. You'll need to open the main menu, go to event management, then make sure the recording mode is set to Basic Recording, not intelligent recording. \nCustomer: Is that the default if the power goes out as well??\nHuman Agent: The system would not change recording modes from power outages, only if you were to reset it again. If reset again, it would return to the setting it was on post-reset in this case. \nCustomer: Cameras seem very grainy on my TV where they used to be very vivid?\nCustomer: Maybe my lenses just need cleaned\nHuman Agent: The overall quality of the cameras would be same as they were previously. You could clean the lenses as you mentioned and make sure you're using the same monitor settings and such. \nHuman Agent: The vividness of the colors may also depend to some extent to the monitor uses since screens vary. \nHuman Agent: *used\n\nCustomer: My time and date are also incorrect but I do have it on enable NTP\nHuman Agent: In the app, tap on Settings to the right of \"My Devices\" on the home page. Select the NVR, make sure it is selected on the top of this next page then tap the ... in the top right. From there, go to the timezone option and select your time zone. If it's already on it, select a different timezone and then go back to your own timezone. \nCustomer: Before when I would replay a video it would still give me motion areas on the replay so that you did not have to go through twenty four hours of video to see an event\nHuman Agent: Do you mean the different color sections of timeline based on whether there is motion? Are you not able to see that when viewing the playback in the app?\n\nCustomer: I mainly review things on my TV.I have not checked the app yet\nCustomer: But at the same time I probably do not have any recording yet\nHuman Agent: You should have recordings by now as it has been around 20 minutes since it came online, though if your time or date was off, it may be saved to the wrong time/date. \nCustomer: Okay. I did just choose mountain standard and click save so it should start recording now. I will check it this evening. Thank you so much for all of your time and help I really appreciate it.\nHuman Agent: No problem, have a good day! Feel free to reach back out if you need any further assistance."]
["Customer: Troubleshooting\nCustomer: My porch camera is not working. I haven’t had the cameras 2 years and already had to buy replacements. What can be done without inconveniencing me or costing me more money on another one of your cameras. I already have 2 laying in the closet \nCustomer: replacements. What can be done without inconveniencing me or costing me more money on another one of your cameras. I already have 2 laying in the closet \nCustomer: K\nCustomer: Hi\nHuman Agent: We can troubleshoot the camera to see why it is offline. Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it back in?\nCustomer: Honestly, unless it’s on your end, there’s no point in troubleshooting. I installed home security for a living for 15 years as well as Wi-Fi networking so I understand what’s going on the design of the cord where it connects is no good.\nCustomer: They repeatedly allow water to get in there. I have tried a different power adapter a few of them.\nHuman Agent: The camera is offline, so there is now way for me to communicate or do anything with the camera. It would need to be connected to the internet for me to do anything with the camera.\nCustomer: Exactly the wire is bad because water got in it\nCustomer: It says it’s an indoor outdoor camera, but they are not reliable\nHuman Agent: Okay, so if it is not powering on because of the cable, then there would definitely be nothing I could do remotely. The troubleshooting would have to be done by you locally in that case. \nHuman Agent: If the camera was purchased new within the last year, you can fill out the warranty form at https://www.zmodo.com/rma/\nCustomer: Ty \nHuman Agent: You're welcome."]
["Customer: My exterior cameras it doesn’t connect during the day only start working after 6 pm and stop at 6am\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Do you possibly have them on either a timed outlet or light sensor outlet possibly? For example like outdoor lights may use in some cases."]
["Customer: Troubleshooting\nCustomer: Customer care\nCustomer: Customer care agent\nCustomer: Ok\nCustomer: D/static_file/d3acde27e7_1_20241106150650.png\nCustomer: D/static_file/bd76283a76_1_20241106150659.png\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I'm trying to update my camera with no result\nHuman Agent: Okay, let me look up this device, one moment. \nCustomer: Ok\nHuman Agent: Currently this camera is offline, you will not be able to update the camera while it is offline, you will need to reconnect the camera first then you will have the ability to update it successfully."]
["Customer: I can't get one of my cameras to update. It keeps timing out. \nHuman Agent: HEllo, my name is Grant. The camera on your account that has an available update is offline. The camera needs to be online to be connected to the internet to download and install the update. Are you there with the camera to troubleshoot the device?"]
["Customer: Why aren't my camera is working\nCustomer: Are my payments still coming out of my account\nCustomer: Why is it showing canceled for November?Need to speak to someone.Please call me 6317038753\nCustomer: Adrian.\nCustomer: Why are my cameras not working\nCustomer: Why is it showing canceled in november\nHuman Agent: There could be several reasons that your cameras are offline. Are you there with the cameras to troubleshoot them?\nCustomer: My cameras are fine Look into my Account and see what's going on\nHuman Agent: So, the subscription is a different issue. It looks like it tried to renew in November, but failed to renew. The payment is managed through your Google account. You may want to check the billing information in your Google account.\nCustomer: I have a card there.I replaced.Why aren't they using it\nHuman Agent: There are 4 cameras on your account. One camera is online and three are offline. I cannot tell you why those cameras are offline. Are you there with the cameras to troubleshoot them?\nCustomer: I have to reset them.I know about that.I just want to know why my subscription stopped if I have my new card there\nHuman Agent: It may be because it canceled due to being unable to renew before you updated the payment method. You can start a new subscription if you would like to."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: The camera has no power \nCustomer: I have plugged it in multiple times into different plugs and no lights come on at all\nCustomer: I have tried them all \nCustomer: My camera has no lights or power\nCustomer: Contact agent\nCustomer: My camera has no lights come it just went out \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I’m here\nCustomer: Zmd15f3da210363\nHuman Agent: Thank you. I know you are not seeing a light in the camera now, but can you could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in? Also, you can try covering the camera lens to block any light to the camera to see if the infrared lights turn on.\nCustomer: Still no lights\nHuman Agent: And no infrared lights when you cover the camera lens? Then there may be a power issue with the camera. Is the camera plugged in with an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: No lights at all. And no direct into the wall. I’ve plugged other things to make sure it’s not the socket \nHuman Agent: Alright, then you can try a different power adapter. The camera will use a 5V1A power adapter. You can try using a power adapter from a working camera since we know that works to power the cameras.\nCustomer: All the cameras I have are drilled up so I can’t get to them that easily\nHuman Agent: Okay, another 5V1A adapter with a micro-USB connector would be good to test.\nCustomer: Ok and what else would I find this cable on?\nHuman Agent: They are common power adapters. You can find them at stores like BestBuy and Walmart, or online on Amazon. But I would recommend testing it with another power adapter before you purchase a new power adapter.\nCustomer: Ok I’ll try and get back to you \nHuman Agent: Alright, please do not hesitate to contact us if you need further assistance."]
["Customer: Update is failing and the camera has stopped working\nCustomer: I have done all that.  Can I get a human\nCustomer: Human please\nCustomer: I’ve asked the questions done your suggestions and my camera isn’t working.  Please get me a human \nCustomer: Can I get customer support contact I formation\nHuman Agent: Hello, you've reached customer care, my name is Kylie. When you at the lights on the camera what color are they and are they flashing or solid?\nCustomer: My camera won’t update \nCustomer: It has all of that\nCustomer: Camera won’t update.  It has good WiFi \nCustomer: -1\nCustomer:  Camera won’t update \nCustomer: -1\nCustomer: We seem to be in a loop.  I ask a question you give answers I follow the instructions and there is no improvement in my camera. \n\nYou are giving me the same instructions over and over \nCustomer: LED light is blue\nCustomer: Solid blue light\nCustomer: I’m asking!\nDo not send me in the loop\n\nApp is not working.\nI have followed your instructions\nApp won’t update\nHuman Agent: I apologize, it appears the Chat Bot jumped in and interrupted the chat, if the camera is flashing blue then it is offline and will not be able to update, tog et it back online you will have to go through the setup to reconnect it, then you can try the update\nCustomer:  No\nNo \nNo\nCustomer: Stop sending me the same instructions — they are NOT working\nCustomer: Human\nHuman Agent: Sorry, the chatbot keeps jumping in, did you see my previous message? \"I apologize, it appears the Chat Bot jumped in and interrupted the chat, if the camera is flashing blue then it is offline and will not be able to update, tog et it back online you will have to go through the setup to reconnect it, then you can try the update\"\nHuman Agent: Sorry, the chatbot keeps jumping in, should not do that anymore. did you see my previous message? I said \"I apologize, it appears the Chat Bot jumped in and interrupted the chat, if the camera is flashing blue then it is offline and will not be able to update, tog et it back online you will have to go through the setup to reconnect it, then you can try the update\""]
["Customer: Troubleshooting\nCustomer: Device reboots shuts down randomly\nCustomer: 1\nCustomer: Agent\nCustomer: Good afternoon grant\nHuman Agent: Which camera on your account are you having trouble with?\nCustomer: Cua sau\nHuman Agent: It looks like that camera goes online and offline frequently. That is typically caused by a network connection issue. It could also possibly be a power issue. When it goes offline, do you do anything to get it back online or does it sometimes come online by itself?\nCustomer: I have checked both.\nCustomer: It comes back online sometimes in a few minutes  or sometimes a day\nHuman Agent: Okay, that sounds like a network connection issue. That is typically caused by the upload bandwidth or the signal strength at the camera.\nHuman Agent: You can test the upload speed of the Wi-Fi network that the cameras are connected to. Make sure that your phone is connected to the same 2.4 GHz network that the cameras are connected to. You can use this website https://fiber.google.com/speedtest/ to test the speed of your network. It will test a download and then an upload speed.\nCustomer: It is not. I have checked the power and network. It had been running from the same location for years\nHuman Agent: To test signal strength, you can download an app on your phone. If you are using Android, then you will want to download an app called Wifi Analyzer. If you are using iOS, then you can download an app called Airport Utility. You can use these apps to test the signal strength from your Wi-Fi near the cameras.\nHuman Agent: What is the upload bandwidth and also the signal strength at the camera?\nCustomer: The is the 2nd closest camera to the router\nCustomer: I have 2 other cameras further away\nCustomer: With no problem \nHuman Agent: That is fine. Distance definitely matters, but it not the only thing that would affect the signal strength.\nCustomer: I know. There is only one window \nCustomer: Obstruction \nHuman Agent: Okay, so lets try troubleshooting it and test the upload bandwidth and the signal strength at the camera.\nCustomer: Once again. It has worked from this location for years\nCustomer: Are you able to see the device and get history on it?\nHuman Agent: Okay, but we have to actually test things to figure out why it is not working now. Upload bandwidth and signal strength can change. The upload typically changes constantly.\nHuman Agent: I can see the last week of online status. The camera goes online and offline frequently. All that tells me is that it loses its internet connection and reconnects several times.\nHuman Agent: It does not tell me why, which is why I am giving you steps to check to see if we can figure out why it is losing connection to the internet.\nCustomer: I have already checked it. Bandwidth has improved and updated 2 years ago\nHuman Agent: Are you there with the camera right now?\nCustomer: Also stronger and newer router at that time\nCustomer: Yes I am\nHuman Agent: Okay, then lets check the upload of the network.\nCustomer: I will do it again \nHuman Agent: You can test the upload speed of the Wi-Fi network that the cameras are connected to. Make sure that your phone is connected to the same 2.4 GHz network that the cameras are connected to. You can use this website https://fiber.google.com/speedtest/ to test the speed of your network. It will test a download and then an upload speed.\nCustomer: How do I restrict it to only 2.4\nCustomer: I already know that my speeds are 498 down and 10 up\nCustomer: The wifi analyzer shows -50\nHuman Agent: If you have separate networks, then connect to the 2.4 GHz network. If your 5 GHz and 2.4 GHz networks are combined, then it will probably test your 5 GHz, which is typically faster, so it won't give us the best test, but it will give us something.\nCustomer: It is combined\nCustomer: And the results are above \nCustomer: If you look at the other connected cameras there is no problem \nHuman Agent: Okay, so just the cameras on your network would require 5 Mbps for the upload. The upload does change and can change significantly throughout the day. If that was on your 5 GHz network, then it may be even lower than the 10 Mbps for the cameras. Also, if you have other devices on the network using the upload bandwidth, then that could be contributing.\nHuman Agent: I would recommend restarting the router, as that may help if it is an issue with the router. You could also try resetting the camera if you want to and reconnect it. You can also try temporarily disabling the 5 GHz network to test just the 2.4 GHz network to get a more accurate test. Otherwise, you may want to test it when the camera drops offline since the camera is working now.\nHuman Agent: And the signal strength, is that tested with your phone right next to the camera?\nCustomer: Resetting the camera. Do I have to re add it?\nHuman Agent: You would have to reconnect it with the QR Code setup to connect to your Wi-Fi network.\nCustomer: Yes. With phone next to the camera\nCustomer: Is there a warranty on the camera?\nHuman Agent: Any cameras purchased new from us would have a 1 year warranty. However, that camera would not likely have a warranty as we have not made and sold that model of camera for a few years.\nCustomer: I will try resetting it as I have done all the others\nCustomer: Is this chat saved? \nCustomer: I don't want to repeat myself if I must contact again\nHuman Agent: Yes, this chat is saved. If you contact us again, then we can look up your chat history.\nCustomer: Thank you\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: i deleted one of my cameras and now  i don't know how to get it back on line\nCustomer: what i have is a solid green light showing\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Did you just plug the camera into power or has it been plugged into power for a while and is still a solid green for the light?\nCustomer: i unpluged it and put it in another outlet and still have solid green light\nHuman Agent: Okay, are you able to try swapping this cameras cord with another one to see how it reacts to tat, its normal for it to at first be solid green but after about 10 seconds to a minute it should flash blue. \nCustomer: no\nHuman Agent: Okay, the camera wont function or work properly while its solid green like this, so you can try changing the cord to see if it does react as normal, but if it does not then that means the camera itself has failed and wont be able to work anymore. \nCustomer: the green light goes off and then on again\nHuman Agent: Is the green light flashing, or is it going solid green, then shutting off, then going solid green again?"]
["Customer: Agent\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: ZMD19G4IH408327\nCustomer: Can you reset my camera it’s stuck solid blue, it’s happened before I needed someone to reset it from customer service if possible\nHuman Agent: That camera is currently offline. Can you unplug it and plug it back in?\nHuman Agent: When you plug it back in, let me know what light you see in the camera when you first plug it in and then let me know if the light changes in the camera.\nCustomer: It’s removed from my account, I tried resetting it and removing it from my router and it’s still stuck solid blue\nHuman Agent: I understand. The camera is currently showing offline, which means it is not connected to the internet, so I cannot reset it remotely. Are you there with the camera right now?\nCustomer: Still there?\nHuman Agent: Yes, I am here. Are you receiving my messages?\nCustomer: This is the first one I received \nHuman Agent: That camera is currently offline. Can you unplug it and plug it back in?\nHuman Agent: When you plug it back in, let me know what light you see in the camera when you first plug it in and then let me know if the light changes in the camera.\nCustomer: Ok\nCustomer: It’s like a light blue color, it looks like blue and green are both solid \nCustomer: D/static_file/0cba8a9289_1_20241226134707.jpg\nHuman Agent: It would not have a solid blue and a solid green light at the same time. Is that just the solid green light that comes on when you first plug in the camera?\nCustomer: No it’s weird because I can get it to go blue , green, or this light blue color and when u look close inside the lense I can see a blue light and green light both on making the color look light blue\nCustomer: Let me see if I can power cycle it again to go blue hangon\nHuman Agent: I just want to know what light you see when you first plug it in and then tell me if it changes.\nCustomer: It’s still light blue \nCustomer: Its not the regular blue that came on when I first got it\nHuman Agent: The light is not blue when you first plug it in. Immediately when you plug in the light, it is a green light.\nHuman Agent: So that would be the solid green light when the camera is powering on. Let me know if the light changes.\nCustomer: When I first plug it in that’s the color I get a light blue, and when u look closely both the green and dark blue lights are on\nCustomer: It’s not the same color blue as all my other cameras\nHuman Agent: When the camera is first plugged in, the light is solid green. There is not a blue light until the camera tries to connect. So when the camera is still powering on for the first few seconds, the light is solid green. If the light does not change from that solid light, then there may be a power issue with the camera. Is the camera plugged in with an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: No I get what you’re saying I don’t get a green light at all. Half the time I plug the camera in and I don’t get any lights at all. I have to unplug it multiple times then it pops up light blue like the pic I sent you. I don’t get green at all\nCustomer: Right to a wall with the cord provided\nHuman Agent: The picture you sent looks green. So that is likely just the solid green light that you get when the camera is powering on. Can you try using another power adapter to plug in the camera? If you can use the power adapter and cable from a working camera, that would be ideal because we know it works to power another camera.\nCustomer: It’s not green I’m 100%\nCustomer: D/static_file/9b1479b575_1_20241226135451.jpg\nCustomer: Now it’s purple \nCustomer: I just ordered this set of 3. The other 2 have normal colors. Blue and green. This one doesn’t make any sense. I have purple and light blue\nCustomer: When you look closely there’s a red light glowing mixing with the red and green colors making these weird purple and blue colors. It’s like every light is on at once \nHuman Agent: Can you try using another power adapter to plug in the camera? If you can use the power adapter and cable from a working camera, that would be ideal because we know it works to power another camera.\nCustomer: Now it’s red\nCustomer: D/static_file/05d2d8101b_1_20241226135727.jpg\nCustomer: Ya let me find one\nHuman Agent: Can you send a picture of the sticker with the Device ID on that camera?\nHuman Agent: You said you ordered a pack of 3 cameras? The other cameras on your account are a different type of camera. Did you purchase the cameras used?\nCustomer: I have 2 old ones and the other 2 are at my moms\nCustomer: D/static_file/854b601368_1_20241226140531.jpg\nCustomer: It finally went blue!\nCustomer: Might have been a bad power supply , now it’s solid blue again . Let me know if your able to see it now\nHuman Agent: No, the camera is still showing offline.\nCustomer: Ya I have it plugged in and now those weird colors are gone it’s just solid blue now\nCustomer: Is it possible the camera is just bad? I have 4 others (2 here and 2 at my moms) and iv never had this issue before with it not going green\nCustomer: I unplugged it and now it’s solid green.\nCustomer: D/static_file/97526108ed_1_20241226141113.jpg\nHuman Agent: It should be solid green when you first plug it in. Has it changed from the solid green light?\nCustomer: Everytime I plug it in the color changes. This time it’s solid green and isn’t changing\nCustomer: I have a feeling it’s a bad camera \nHuman Agent: If it is staying solid green, then that means it is not powering on properly. Since you are using a power adapter that we know is working, then that means it is an issue with that camera, unfortunately.\nCustomer: Is there anyway to swap this one out?\nHuman Agent: The cameras would have a one year warranty when purchased new from us. If the camera is still under warranty, then you can go to https://www.zmodo.com/rma/ to fill out the RMA form to start the warranty process.\nCustomer: Yes\nCustomer: Can I swap this camera out for a new one?\nHuman Agent: As I mentioned in my previous message, the cameras would have a one year warranty when purchased new from us. If the camera is still under warranty, then you can go to https://www.zmodo.com/rma/ to fill out the RMA form to start the warranty process.\nCustomer: I’d rather replace it than send it back for a refund, I like the cameras and Iv had them since you guys first came out. This camera definitely has something wrong with it. Iv never seen one do what this one’s doing\nCustomer: Ok thank you\nHuman Agent: You're welcome."]
["Customer: Agent \nCustomer: My Camara want up date at all\nCustomer: Keeps failing \nHuman Agent: Alright, I can try to push an update from our system.\nCustomer: Ok\nHuman Agent: If that does not work, then you have a couple of options. Are you there with the camera right now?\nCustomer: No\nCustomer: Yes\nHuman Agent: I'm sorry, you said no and then you said yes. Are you at the location of the camera currently?\nCustomer: Yes\nHuman Agent: Okay, then you can try resetting the camera and then reconnecting it to your Wi-Fi network. Then you can try to update it. If you have a Windows computer, then I can send you a link to download the Zmodo Batch Tool program that we have and I can send you the updated firmware file. You can install the firmware with that program."]
["Customer: Troubleshooting\nCustomer: talk to agent\nHuman Agent: How can I assist you?\nCustomer: hi my name is karen and my 1 camera stuck on update \nCustomer: kbrown9783@verizon.net\nCustomer: its camera number\nHuman Agent: I see four cameras on your account and the cameras are all on the most updated firmware.\nCustomer: one of them is camera no 3\nHuman Agent: That camera is on the most updated firmware version for the camera. It does not have an update. You likely successfully updated the camera.\nCustomer: when i click on camera to play video\nCustomer: its just establishing the connection \nCustomer: reset of them playing the video only this one stuck \nCustomer: can you please play all camera from your end and check its working fine or not\nHuman Agent: Okay, if it says \"Establishing Secure Video Connection\", that is different from an update. I can try to sync and restart the camera.\nHuman Agent: I cannot see the video from the cameras.\nCustomer: ok\nCustomer: please try to sync and restart\nHuman Agent: I did sync and restart it. The camera should have finished rebooting. What do you see when you tap on Live for that camera now?\nCustomer: its still establishing \nCustomer: let me go to good internet connection\nCustomer: give me few minutes let me text you back\nCustomer: thanks\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: I have four cameras one of which is outside and it will not allow me to update so therefore this camera has been useless to me can you help\nCustomer: 1\nCustomer: Nothing has changed I have just unplugged it for a couple minutes and plugged it back in will reattempt\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If the camera is offline it will be unable to update, it can also have trouble with updating if its far from the router or is getting  a  weak signal, I would advise possibly bringing the camera inside, set it back up then do the update there before moving it back outside again."]
["Customer: Spanish support?\nCustomer: Agent\nHuman Agent: Hi my name is Wendy.\nHuman Agent: How can I help?\nCustomer: Hola\nCustomer: Español?\nHuman Agent: Hola por favor déjame saber qué preguntas tienes.\nHuman Agent: ¿Necesita ayuda con la cámara llamada socorro ZMD13ECEC000479?\nCustomer: Tengo una cámara y recientemente cambié la clave de mi WiFi \nCustomer: Y ahora no se como hacerla funcionar\nHuman Agent: socorro ZMD13ECEC000479?\n\n¿De qué color es la luz indicadora de la cámara? ¿Y la luz parpadea o es fija?\nCustomer: Ahorita no está papadeando\nHuman Agent: ¿Quieres decir que la cámara no está encendida?\n\n¿Podrías enchufarlo? Déjame saber de qué color es la luz indicadora.\nCustomer: Esta parpadeando en verde\nHuman Agent: Si la luz indicadora de la cámara parpadea en verde, significa que está lista para ser configurada. \n\nHaga clic en el ícono “+” en la pantalla de inicio de la aplicación del teléfono en la parte superior derecha > seleccione Código QR. Siga las instrucciones que aparecen en la pantalla. Oriente la lente de la cámara hacia el código QR, la cámara leerá el código QR que se muestra en la pantalla de su teléfono.  *El código QR se mostrará en la aplicación durante la configuración.\n\nPara que la configuración del QR se realice sin problemas, debe asegurarse de que su teléfono esté conectado a su red wifi de 2,4 GHz, que la configuración de ubicación y los permisos en su teléfono y la aplicación estén habilitados/permitidos para la aplicación, y que el nivel de brillo de su teléfono sea muy brillante. .  Encienda también las luces de la habitación en la que está realizando la instalación.\n\n\n*La cámara debe estar al lado de su enrutador durante la configuración, a 5 pies o menos de su enrutador*\nCustomer: Me podrías aclarar qué es un enrutador?\nHuman Agent: Tu enrutador wifi\n\nCustomer: De acuerdo, muchas gracias \nHuman Agent: ¡ningún problema!"]
["Customer: My camera is not connecting to Wi-Fi\nCustomer: It still will not connect\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I have to get a lander to get that information \nHuman Agent: Alright, we would need to know which camera you are working with."]
["Customer: Set up\nCustomer: Need help getting camera to show pictures from camera on my iphone\nHuman Agent: Hi my name is Wendy.  Camera named House shows offline.  Is this the camera you are needing help with?\nCustomer: the light is blue\nCustomer: yes house\nCustomer: how do i get it online?\nHuman Agent: Is the blue light blinking or solid?\nCustomer: now is is blinking blue\nHuman Agent: QR code instructions: \n\nIf the indicator light on the camera is blinking, that means it is ready to be setup. \n\nPlease click on the “+” icon on the phone app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*"]
["Customer: Troubleshooting\nCustomer: Our cameras are not working only 2 of the 6 how do we figure out what is wrong with them?\nCustomer: 4 of the 6 cameras are not working \nCustomer: They are all outdoor cameras\nHuman Agent: Hi my name is Wendy\nCustomer: Hi\nHuman Agent: unit b, unit a, and unit c cameras show offline.  What color are the indicator lights on the cameras? and are the indicator lights blinking or solid?\nCustomer: We have 6 cameras I am not sure what kind of cameras but they are outside but 4 of them are not working \nHuman Agent: NVR named shops also shows offline.\nHuman Agent: unit b, unit a, and unit c cameras show offline.  What color are the indicator lights on the cameras? and are the indicator lights blinking or solid?\nCustomer: I will have to have someone walk out to see I am not by the cameras to see this. \nHuman Agent: ok\nCustomer: what color should they be?\nHuman Agent: Solid blue means the cameras are connected to your network.  \n\nCamera indicator light meanings:\nSolid green - powering on or power issue\nBlinking green - ready for setup\nBlinking blue - communicating with router\nSolid blue -connected to your network\n\nCustomer: Ok I have a guy going out right now to look and see what they are showing \nHuman Agent: ok\nCustomer: they are not blinking any colors\nCustomer: the one that is working they do not see any blinking lights \nHuman Agent: Please try plugging the camera in to a different wall outlet or use a different working 5v 1a micro usb power adapter to power the camera.  See if that will get the camera to power on and show the indicator light.\nCustomer: where would the light be? these are on top of a corner of a building \nHuman Agent: Inside the lens of the camera.  You should see a green or blue light that is either blinking or solid.  If you cup your hands around the lens, its easier to see\nCustomer: Ok we can't get up there at the moment but my guy said the cables seem like they may be a little fried as they are pretty brittle \nHuman Agent: okay \nCustomer: So what kind of cables do we need to get to replace that?\nHuman Agent: 5v 1a micro usb.  6ft or less.  if you need longer cables then you would want  a 10ft 5v 2a micro usb\nCustomer: ok \nCustomer: I will have to see if we can get our electricians to run something for us then! thanks!\nHuman Agent: You're welcome\nCustomer: Then if they other 4 do not turn on we will have to contact you again! Thanks\nHuman Agent: sounds good.  Live agents are available here on live chat M-F 9am-12pm CT & 1pm-6pm CT\nCustomer: ok thanks"]
["Customer: Agent\nCustomer: I would like to speak to an agent\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: is there a reset button on the HD WiFi Indoor/Outdoor cameras\nHuman Agent: No, there is not a reset button on those cameras.\nCustomer: Ok.  Maybe you can help me with getting them reconnected to a new internet provider\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: zmd18adih528568\nHuman Agent: Thank you. Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: I have done that several times and it flashes green and then flashing green and now it is a solid blue\nHuman Agent: A solid blue light means it is connected to a Wi-Fi network. Do you still have your old router?\nCustomer: No\nHuman Agent: Do you have any Wi-Fi extenders or a mesh network?\nCustomer: I'm at a campground and we have several wifi poles throughout the park.\nCustomer: I contacted our new wifi company and they told me to hook them all up to our office wifi\nHuman Agent: Okay, do you have the router from your office Wi-Fi? Or does the Wi-Fi network that you are trying to setup the cameras on have the same Wi-Fi name and password?\nCustomer: The router is located in the office.  The wifi network use the office wifi name and password throughout the park\nHuman Agent: Okay, do you have access to the Wi-Fi network settings and the router or Wi-Fi access points that the camera is connecting to? Because it is getting connected to the Wi-Fi network, but the network is not giving the camera internet access.\nCustomer: yes\nHuman Agent: Alright, then you would want to check the settings and make sure that it is not a Guest network that the camera is connecting to. You will then want to make sure that the device is not paused or blocked on the network.\nHuman Agent: You may also want to make sure that all of the access points that you have are connected to the router and getting internet access as the camera could be connecting to one that is not getting connected to the network.\nCustomer: We have 3 cameras that weren't used previously and I got one of them connected with no problem. \nCustomer: Give me a couple of minutes and I will check all these things.\nCustomer: yes\nCustomer: Sorry I'm trying to get ahold of the wifi company to have them check something out for me.\nHuman Agent: Alright, you can always contact us again when you have checked that to be sure. You would want to be sure that the cameras are connecting to a network that has internet access and that the camera is not being blocked from uploading the footage because of a security or firewall setting.\nCustomer: ok thank you\nCustomer: yes\nHuman Agent: Alright, were you able to check the Wi-Fi network settings?\nCustomer: Our WiFi company said that since the new camera connected with no problem that its not the internet and he looked at everything and said it should be fine.\nCustomer: Agent"]
["Customer: Set up\nCustomer: I've tried all set ups and still cannot get it to work \nCustomer: Led blinking green , will not find cameras cannot find the amd item for one bit can find the zap one \nHuman Agent: Hi my name is Wendy.  The cameras you are needing help with, are they new? or have they been setup before?\nCustomer: They've been set up before but have been off for a couple .months \nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: Zmd33d544260129\nCustomer: That's one I have 3 \nHuman Agent: ZMD33D544260129 uses Zink setup.   What color is the indicator light on the camera? and is the light blinking or solid?  The red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid.\n\nCustomer: Green and blinking \nCustomer: Ok I tried zonk several times it just sits there trying to find it and never does \nHuman Agent: Funlux ZINK setup instructions:\n-First go to your phone's settings for the Funlux app and make sure location is enabled while using the app along with precise location.\n-Then turn off mobile data for your phone.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup. Please remain within 5 feet of the camera for the entire process.\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have a tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.  Follow the in-app instructions to complete setup.\n\nCustomer: So why does it keep saying it needs to be near router ? If they are all near the router that doesn't do me any good \nHuman Agent: Just for setup it can help get the cameras setup easier if the cameras are close to the router\nCustomer: Okay\nHuman Agent: you can move the cameras after they are setup.  If they have a good signal to the router, they will reconnect.\nCustomer: I will fo by router . There's no location talk in the app when I look in my apps on phone \nHuman Agent: Go to your phone's settings for apps, find the Funlux app, in the settings for the Funlux app make sure location is enabled while using the app along with precise location\nCustomer: I did it didn't have that option \nHuman Agent: please provide a screenshot of what options you do have"]
["Customer: I'm paying for 5 camers and I have only been able to use 3 for over a year now I have reach out to u guys through email and was able to contact a gentleman that I send a pic of my QR code to still haven't been able to get my camera's up and running!! \nCustomer: 2 of my cameras can't connect \nCustomer: Nothing has change please provide a email so I can reach out to technical support \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Hello Grant I'm requesting a refund on my service for the two cameras I've been paying for service and can't use your service I know u can c what cameras I'm talking about that don't have footage and haven't had footage in a very long time\nHuman Agent: The subscription on your account is managed through your Google account. I'm unable to cancel or refund the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nCustomer: I'm not home right now om at work and I was checking King my camera's couldn't get footage on two of them so I decided to reach out to yall again have to reach back out when I get off\nHuman Agent: If you want to troubleshoot the cameras to try to set them up again, then please contact us when you are with the cameras and we will help to troubleshoot."]
["Customer: Everyone of my cameras has a cloud service. Why is this new Vault think saying I need to subscribe?\nCustomer: I do not want to use vault\nCustomer: Is there a new fee in addition to my cloud to subscribe to vault\nCustomer: But I already pay monthly for a premium plan 7day storage on my cameras\nCustomer: Why isn't this information already in vault\nCustomer: Agent\nCustomer: Agent\nHuman Agent: If you do not want to use the Vault features, then you do not need to and do not need to subscribe to a Vault plan.\nCustomer: Grant it appears that vault is wanting me to subscribe and pay more. But when I click on an event it goes directly to vault and I cannot view details of the event\nCustomer: How much is a subscription to vault and it it a one time fre or is it an additional fee per camera\nHuman Agent: Which camera is the event from that you are trying to view?\nCustomer: Any one that tells me there is an event.\nCustomer: I like to cluck on event and view before and after sometimes\nHuman Agent: Okay, we can test it on different cameras and also check the Playback menu for the cameras.\nHuman Agent: Can you send a screenshot of what you are seeing when you are viewing events?\nCustomer: I'll try hold on\nCustomer: How do I attach a screenshot\nCustomer: D/static_file/93e909e722_1_20250226131806.jpg\nCustomer: Here. I clicked on a porch event and it defaulted to this. And it does this for every camera I already checked\nHuman Agent: Okay, so that is just an issue with the regular cloud and not a vault plan. It also looks like you are trying to view it from the NVR and not the cameras themselves. Can you send screenshot of what you see on the Events tab?\nCustomer: D/static_file/b391edb801_1_20250226132109.jpg\nCustomer: And only 4 are on the hard drive and it does not work right anyway.\nCustomer: I keep meaning to call for support on how to reset the drive\nCustomer: See where the first image says 'there is no cloud service for this device'\nHuman Agent: Okay, so lets test and see if it shows a similar issue for one that is not on the NVR. So the east upstairs, lvg.room, or another similar camera.\nCustomer: I have looked at every camera to confirm that there is indeed cloud service.\nCustomer: D/static_file/c578990a93_1_20250226132524.jpg\nHuman Agent: That is not what I am asking. I want to see if it shows something different for cameras not on the NVR. Especially since you said initially that it was talking to you about a vault subscription.\nHuman Agent: Okay, good, so that appears to work. It may be an issue with cameras on the NVR specifically then.\nCustomer: You are right east upstairs goes ti the screen I'm used to seeing\nCustomer: The nvr is the hard drive right?\nHuman Agent: NVR is Network Video Recorder. It has a hard drive inside of it and can record locally, but it is more than just a hard drive.\nHuman Agent: You said that you wanted to try to set it up, so that may be part of the reason that the cameras are not going to the proper screen, especially if the NVR is desynced or having an issue. Are you there with the NVR system right now and want to troubleshoot it?\nCustomer: D/static_file/0655590760_1_20250226132837.jpg\nCustomer: But the nvr hasn't worked right on the monitor so I just turned off the monitor\nCustomer: For six years\nCustomer: It's downstairs I'll go hold on\nHuman Agent: The NVR is offline. So there is an issue with the NVR system.\nCustomer: I think I may have unplugged it from the router let me check\nCustomer: I'm in the kitchen. I just plugged it in\nHuman Agent: Alright, it is showing online now. Do you still have the NVR connected to a monitor?\nCustomer: Yes I'm moving everything blocking it\nCustomer: Ok it's on\nCustomer: D/static_file/36ddc0f7a1_1_20250226133749.jpg\nHuman Agent: Alright, good, so it is showing the cameras and is connected properly. So now you can test the events in your app and see if it is any different. It may not change anything for the already created events, but lets see.\nCustomer: D/static_file/b978b529a5_1_20250226134007.jpg\nCustomer: Nope went to same vault screen\nCustomer: The drive will not playback or record\nHuman Agent: Yeah, so as I said, it may not change anything for already created events. I can sync and restart a camera and then you can move in front of it to create a new event and see if it helps with newly created events. Is there a camera connected to the NVR that is easy for you to get to?\nCustomer: Do the porch\nCustomer: Tell me when to go outside\nHuman Agent: I synced and restarted the camera. It should only take a minute or two to reboot and reconnect.\nCustomer: Can u see me now\nHuman Agent: I cannot see the video from the camera.\nCustomer: Ok so now I'm going to check the event\nCustomer: No it defaulted to vault\nCustomer: Can you reset the nvr\nHuman Agent: Did it create a new event?\nHuman Agent: And did it go to a screen about the Vault Plans? Or did it go to the cloud screen that you sent previously in screenshots?\nCustomer: Yes it did go back to vault\nHuman Agent: Can you send a screenshot of that? Because that is different from what we were seeing before.\nCustomer: D/static_file/b1c50f3932_1_20250226135533.jpg\nCustomer: It's not even showing me on the events. I just went back outside\nHuman Agent: Okay, so that is the same screen we were seeing before. That is not about the Vault. That is the Cloud plan screen.\nHuman Agent: On the home screen of the app, does it show your cameras listed individually there?\nCustomer: D/static_file/20781bb903_1_20250226135855.jpg\nCustomer: Yes but there is one on the main screen that shows all 4 on the nvr\nCustomer:  But even those 4 are also shown individually\nHuman Agent: No, that is not what I mean. Can you go back from this live video screen to the Home page of the app? And look at the cameras listed individually? What happens when you tap on Playback for one of the cameras listed individually?\nCustomer: It still works same as always when I hit playback. \nCustomer: And playback worked fine on all of them before I made this call. It is the event thing that is messed up\nHuman Agent: So you are able to see the Playback footage properly when you tap on Playback? That is good. \nHuman Agent: It seems likely it is an issue with the NVR. One last thing to test. On the Home page, do not tap on the Live or Playback for one of the individual cameras. Can you just tap on the camera or the name of the camera? It should take you to a list of events for just that camera.\nCustomer: Yes and it goes to events when I click the name\nHuman Agent: Okay, which camera are you looking at right now?\nCustomer: Kitchen\nHuman Agent: Okay, can you look at the Porch camera since that is the one we were working with and we restarted?\nCustomer: D/static_file/7b09bcfd84_1_20250226140747.jpg\nCustomer: D/static_file/7fcce0adaf_1_20250226140753.jpg\nHuman Agent: And that is what you see when you tap on the newest event at 12:47:44?\nCustomer: Yes\nHuman Agent: Then you can try deleting the NVR from your account. We may need to reconnect the cameras back to your account as they may be deleted from the account when you delete the NVR from the account.\nCustomer: Ok \nCustomer: I'd like to get the nvr to work right though\nHuman Agent: Okay, then lets work on the NVR. What issue are you having with the NVR?\nCustomer: It only shows live. Will not record for playback\nHuman Agent: Okay, can you tap on Playback on the NVR on your app?\nCustomer: On my phone or on the monitor\nHuman Agent: Tap on Playback for the NVR on the app on your phone.\nCustomer: Yes playback works on the phone\nHuman Agent: Does it say Cloud Playback or Local Playback when you tap on Playback for the NVR?\nCustomer: The cloud icon on the upper right plays back the camera, when I hit that icon it goes to the vault screen\nCustomer: D/static_file/00a56ee0ab_1_20250226142027.jpg\nCustomer: D/static_file/58465d8917_1_20250226142033.jpg\nHuman Agent: It goes to the cloud screen you were seeing before? Is that what you mean when you say the \"vault screen\". I just want to be sure, since we have looked at that screen and it unrelated to the Vault plans and just want to be sure you are not going to another screen.\nHuman Agent: But based on the screenshots you sent, it looks like it is recording properly. So we did resolve it when you connected the NVR back to your router.\nCustomer: Ok all 4 of the nvr cameras show clout playback.\nCustomer: Ok. \nCustomer: Can you reset the nvr so it will record on the drive in addition to the cloud\nHuman Agent: It looks like it is recording to the hard drive in the NVR. You sent a screenshot of the Local Playback from the \"PORCH 104\" camera.\nCustomer: No when I say vault screen I mean the one that wants me to subscribe. \nCustomer: D/static_file/664f29d10e_1_20250226142604.jpg\nHuman Agent: Okay, I just wanted to be sure since that is the screen that it keeps taking you to, but it not related to the vault plans, so I wanted to be sure it did not take you to a different screen.\nCustomer: This is from the main screen where all the cameras are listed. The 4 on the nvr all together are called 'new' on the main screen.\nCustomer: Or, here it just says zmodo instead of new.\nHuman Agent: The NVR on your account is named \"NEW\". The Local Playback is the recording that is on the NVR.\nCustomer: I'd like to switch out the kitchen camera on the nvr and replace it with the upstairs one\nCustomer: I also bought a new camera that I want to replace physically with the one on the porch but I haven't connected the new one to the network yet\nHuman Agent: Which of the upstairs cameras are you wanting to connect to the NVR?\nCustomer: The one named upstairs\nCustomer: Substituted fir kitchen\nHuman Agent: There are two cameras with \"UPSTAIRS\" in their name. There is \"EAST UPSTAIRS\" and \"UPSTAIRS 104 041223\".\nCustomer: Upstairs 104\nHuman Agent: That is a 1080p camera and your NVR is a 720p NVR, so the camera will not record and display properly on the NVR.\nCustomer: Oh. OK. Do those sizes affect anything as far as focus and all that\nCustomer: What size is the one that says unplugged\nHuman Agent: It is a resolution, so it affects the number of pixels on the image and so the level of detail on the image.\nHuman Agent: That camera has a 1080p resolution.\nCustomer: Is 1080 better than 720?\nHuman Agent: 1080p is a higher resolution that 720p, so it would have a higher detail to the image.\nCustomer: I could just unplug the kitchen one and swap it out for upstairs 104 position, right?\nHuman Agent: You can move the cameras if you would like to, yes.\nCustomer: And is there one stronger than 1080\nHuman Agent: We do not have any cameras with a higher resolution than 1080p. If you want a camera with a higher resolution, then you would need to look at another brand of camera.\nCustomer: I've invested too much in zmodo to change now. But, if I got a different brand would it link to zmodo network?\nCustomer: The new one I just bought is a zmodo mini pro wifi. What size is it?\nHuman Agent: Likely 1080p if you purchased it new from us. Could I have the Model of the camera or the Device ID of the camera? It will be on a sticker on the camera.\nHuman Agent: Another brand of cameras would not connect to your Zmodo app or NVR system.\nCustomer: Wait I see the mini is 1080. So if I put it on the porch it would work as an independent camera but not on nvr.\nCustomer: See, the first thing I bought is the nvr + 4 cameras. Then I just kept adding more\nHuman Agent: Yes, it would not work with the NVR.\nCustomer: The nvr and 4 cameras were bought about 2017. Are they too old now?\nCustomer: Or do they even get old?\nHuman Agent: Cameras can fail just like any other device. But they seem to be working for you currently, correct? You are getting live video and are able to see the playback, correct?\nCustomer: Yes. So I'll just call back if there remain any issues with the nvr not recording on the hard drive. \nHuman Agent: You can always contact us again if you have any more questions.\nCustomer: We've been on 2 hours. Thank you for your help.\nHuman Agent: You're welcome.\nCustomer: Bye\nHuman Agent: Have a good day.\nCustomer: Wait. All this was on the phone app. I'll have to get back to you after I check the computer.\nHuman Agent: It should display similarly on the web app as on the mobile app."]
["Customer: Troubleshooting\nCustomer: My device is not working\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera you are trying to setup or one that was used in the past? can you send me the cameras Model and ID number as well I will lookup info on it. the ID will start with ZMD or GSG on the sticker"]
["Customer: I changed my internet provider and now I can’t get my zmodo system to work\nHuman Agent: Hi my name is Wendy.\nCustomer: I can’t get the cameras to read the qr code\nHuman Agent: Cameras named Frente & Sala show offline.  Are these the 2 cameras you are needing help with?\nCustomer: Yes, but I can’t see image on any camera\nHuman Agent: What color are the indicator lights on the 2 cameras? and are the lights blinking or solid?  The red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid.\nCustomer: My cameras don’t have a status light. I know they are on because the night mode turns on when it’s darker\nHuman Agent: Please unplug the cameras and plug them in to a different wall outlet.  Then check to see what color the indicator lights are.  \n\nor try different working power adapters.  See if that will get the cameras to power on and show the indicator lights.\nHuman Agent: Also if you cup your hands around the lens of the camera you can see the green or blue indicator light easier\nCustomer: My cameras might be an older model because they have no indicator light\nHuman Agent: The cameras you have do have indicator lights.\nHuman Agent: if you cup your hands around the lens of the camera you can see the green or blue indicator light easier\nHuman Agent: Please unplug the cameras and plug them in to a different wall outlet.  Then check to see what color the indicator lights are.  \n\nor try different working power adapters.  See if that will get the cameras to power on and show the indicator lights."]
["Customer: Troubleshooting\nCustomer: I have two cameras that are not working, and will not connect. \nCustomer: The latest staying red\nCustomer: It only blinks red and then stays red\nHuman Agent: Hi my name is Wendy.  Which device blinks red? What is the name or device ID on the camera?\nCustomer: Hi Wendy, thank you for your message\n\nI have two cameras that are not working. \n\nOne blinks green, and hasn’t been working for months. \n\nAnd the other just stopped working today and it blinks red and stays red when I reboot the router and connect it into another outlet  the device ID is ZMD19H318D18683 \nCustomer: I deleted the device to try to reconnect it, but it doesn’t even give me the green blinking option to reconnect it\nHuman Agent: ZMD19H3I8D18683 the red light is the IR night vision light.  You should also see a green or blue indicator light that is either blinking or solid.  Could you please check for the indicator light?\nCustomer: The only light on here is on the right side where the blue normally is-it’s displaying red. \nRight when I restart it, it only blinks red  \n\nBlue and green never show up on this camera as of today\nHuman Agent: If you do not see the indicator light please try using a different working 5v 1a micro usb power adapter in case the power adapter it is currently using went bad.\nHuman Agent: No extension cords, power strips, or surge protectors.  plug the camera into a wall outlet with just a working 5v 1a micro usb power adapter\nHuman Agent: see if this will get the camera to power on and show the indicator light\nCustomer: OK, one moment\nHuman Agent: thanks\nCustomer: OK, I just plugged it in with a new power, adapter. \nA solid green light appeared for about five seconds, and now it’s blinking red, and now it stays red  \nCustomer: D/static_file/22f734da89_1_20250228150020.jpg\nCustomer: Please see the image\nHuman Agent: Solid green means the camera is either powering on or has a power issue.    If the indicator light swaps to red it usually means the camera is going defective.\n\nWhen/where was the camera purchased?  If you attach your receipt here I can check if the camera is in warranty\nCustomer: I purchased it on Amazon\nHuman Agent: Could you please provide a screenshot of the amazon receipt?\nCustomer: Sure \nCustomer: One moment while I retrieve it\nHuman Agent: ok thanks\nCustomer: Can we also troubleshoot my second camera that is not working \nHuman Agent: What is the name or ID on the second camera?\nCustomer: D/static_file/8bdce34f11_1_20250228150351.jpg\nHuman Agent: ZMD19G1IHC11419 -this one shows a blinking green indicator light?\nCustomer: This one blinks green, constantly, but the image looks blurry when it did connect, and it constantly disconnected. This camera has not worked since the day I purchased it.  \nHuman Agent: Blinking green means the camera is in setup mode.  After you setup the camera the indicator light will switch to solid blue.\n\nSo you have had this camera setup before and it disconnects? Did you try moving the camera right next to your router?  See if it will go offline even when next to the router?\n\nCustomer: It was about 3 feet from my router. The image would appear almost like watery spots/blurry, and it would disconnect constantly. \n\nI have been using six cameras, this was the seventh  all of them have connected and worked fine except this one\nCustomer: Until today, now the other one won’t work. \nHuman Agent: If you attach your receipt for ZMD19G1IHC11419  I can check the warranty for this one as well.\nCustomer: OK, give me a moment while I look it up\nHuman Agent: okay\nCustomer: D/static_file/5beb596dd2_1_20250228150947.png\nHuman Agent: If the cameras were purchased new they should still be in the 1 year warranty\nHuman Agent: You can fill out the RMA form to send the cameras in to be replaced if both cameras were from this receipt.\n\nzmodo.com/rma\nCustomer: D/static_file/d0d534f58b_1_20250228151053.jpeg\nHuman Agent: You can fill out the RMA form to send the cameras in to be replaced if both cameras were from this receipt.\n\nzmodo.com/rma\n\neach box that has an asterisk needs to be filled out.  and attach your copy of the receipt to the RMA form.\n\nAfter the RMA department approves the return you will be emailed return instructions.\nCustomer: I bought multiple Zmodo cameras, that were purchased around the same time, I don’t know how to know which serial number came from which purchase. The receipt does not show that. \nCustomer: Can this all be done electronically? Or am I going to need to print my receipt \nHuman Agent: You could attach all the receipts that match the cameras that you are wanting to return.\n\nHuman Agent: The RMA form is online.  \nHuman Agent: zmodo.com/rma\nCustomer: Are they going to return them, or replace them? \nI still want the cameras, I just want them to work\nHuman Agent: It would only be for replacement.  \nCustomer: Perfect\nHuman Agent: if they are in warranty you would send the cameras in to be replaced\nCustomer: What makes them under warranty? As long as it’s under a year? \nHuman Agent: New cameras usually include a 1 year warranty unless otherwise listed on the camera listing\nCustomer: Gotcha, OK, do you know how long it takes to hear back once that form is filled out\nHuman Agent: Usually the RMA department is pretty quick to reply.  We are closed on the weekends so if you do not hear back today it would be Monday.\nCustomer: Are there any other options that you and I can do to troubleshoot?\n\nThis camera worked great earlier today, and then just stopped. \nHuman Agent: No, the only thing to try would be another power adapter but it didn't fix the issue.\nCustomer: I’ll definitely fill the RMA for the one that’s been broken since I bought it \nCustomer: Right now it’s just blinking red, what does that mean?\nHuman Agent: No, the only thing to try would be another power adapter but it didn't fix the issue.\n\nCustomer: It went from solid red, now it’s blinking. \n\nJust curious what the difference is\nHuman Agent: It most likely means the camera is going defective.  The indicator light should only be either blue or green / blinking/solid.  red may mean the camera was damaged in a firmware update or possible power surge.\nCustomer: Gotcha, that’s a bummer. \n\nThank you for your help\nHuman Agent: You're welcome\nCustomer: Are you still there?\nHuman Agent: Yes\nCustomer: I’m reading the return policy and it says to contact third-party sellers for cameras that were purchased. Does that mean if I didn’t purchase it directly on the Zmodo website, it’s not going to be covered? \nCustomer: I purchased them off of Amazon\nHuman Agent: It depends on the seller you purchased it from but if the seller is Amazon, you can fill out the RMA form it should be covered.\nCustomer: I’m honestly disappointed how much time these cameras have consumed trying to get them to work and now having to go through this process too. \nI would not recommend these cameras to anybody. Not worth the time.\nHuman Agent: Okay thank you for your feedback.\nCustomer: Thanks for your help, have a good day\nHuman Agent: You too, thank you\nCustomer: I just spent the last 10 minutes filling out that form, and then it just wouldn’t submit and it brought me back to the homepage. I am not thrilled.\nCustomer: D/static_file/4264a6b514_1_20250228154328.png\nCustomer: This is what happens when I submit it, I just did it a second time, this is truly a waste of my time, what other options do I have?  \nCustomer: Are you able to see if it actually submitted? I would think that it would’ve sent something to my email but I did not get anything, nor did I receive a confirmation that it was submitted, twice. \nCustomer: D/static_file/7566657c52_1_20250228154538.png\nCustomer: This shows you, I’m trying to submit it, but it’s not working on Zmodos end. \nCustomer: D/static_file/dac37f2dc2_1_20250228154730.png\nCustomer: None of this is being submitted… Just tried a third time. \n\nCan I have my money back, please?"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Payment trouble \nCustomer: 1\nCustomer: I need assistance \nCustomer: I need a human agent\nCustomer: Thanks\nHuman Agent: How can I assist you?\nCustomer: I can't see my cameras online, I gave a notification about payment error\nCustomer: But I pay each abril\nCustomer: May you check it?\nHuman Agent: Alright, cameras being offline and the subscriptions would be two different issues. The cameras being offline means that they do not have access to the internet and there can be a few reasons for that. Are you there with the cameras to troubleshoot?\nCustomer: Yes I am\nCustomer: But there's one camera working...\nCustomer: I can see it on line \nHuman Agent: It looks like your cameras connect through sPoE connections. Do they plug in directly to the NVR or do you have a separate repeater that they connect to?\nCustomer: Directly to the NVR \nHuman Agent: Then we may want to take a look at the NVR. Could I have the Device ID of the NVR? It will be on a sticker on the bottom of the NVR.\nCustomer: D/static_file/8ae2f21cbc_1_20240916143056.jpg\nCustomer: D/static_file/5a6cbc6277_1_20240916143105.jpg\nCustomer: D/static_file/5c79031ecb_1_20240916143126.jpg\nCustomer: D/static_file/a641928766_1_20240916143134.jpg\nCustomer: I'm sorry, it's the same picture many times \nHuman Agent: No, I do not need the information from Device Management. Are you able to look at the sticker on the bottom of the NVR?\nCustomer: I can't do it right now, the NVR it's in a locked room\nCustomer: D/static_file/50cac43dc3_1_20240916143611.jpg\nHuman Agent: We would want to go to the NVR to troubleshoot the connections. You may be able to try checking your router settings to see if there are any devices that are paused or blocked or if there are any firewall or security settings that are blocking internet access for the cameras.\nCustomer: I'm asking for help to my ISP provider\nCustomer: Then,may be network trouble?\nHuman Agent: It is possible that there is an issue with the router blocking internet access for the cameras or the upload bandwidth not being enough for the cameras. If it is an issue with the cameras or the NVR, then you would need to go to the NVR to troubleshoot.\nCustomer: I ask for a ticket to my internet provider, then, may I open a new chat later to zmodo customer service?\nCustomer: Just in case \nHuman Agent: Yes, you can start a new chat later with support.\nHuman Agent: Our Live Chat support hours are Mon-Fri 9AM-12PM and 1PM-6PM CST.\nCustomer: Thank you \nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: Customer service number\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera you are trying to setup or one that was used in the past? can you send me the cmaeras Model and ID number as well I will lookup info on it. the ID will start with ZMD or GSG on the sticker\nCustomer: A past one\nHuman Agent: Okay, Once I get the ID numebr it will tell me percise setup info for the camera but I will still need the ID and the Model for me to lookup camera info beyond the setup.\nCustomer: D/static_file/8dab141b12_1_20250109090543.jpg\nCustomer: D/static_file/7d735b1787_1_20250109090551.jpg\nCustomer: I have 3 others on house and 2 in the box \nHuman Agent: Okay I will lookup this one, if you are able to give me the other ID numbers I can lookup info on them for you as well.\nCustomer: I can’t join network. I was able to lastnight.  2 cameras originally stopped working and reactivated now they all won’t come on\nHuman Agent: Okay, when you look at the lights coming from this camera what color are they and are they solid or flashing?\nCustomer: I can’t see any\nHuman Agent: can you cover the front of the camera as much as you can to make it dark then peak and tell me if any of the red IR lights come on?\nCustomer: A solid blue light looks illuminated \nHuman Agent: Okay solid blue means the camera is connecting to something, gbut on my end when I looked it up its showing as offline what this means is the camera is connecting but its not getting any internet at all. Do you only have 1 router or do you use wifi extenders at all?\nCustomer: Extender\nCustomer: So they all must be doing the same?\nHuman Agent: Okay, if the camera/cameras were setup on the extender you may need to reboot it (unplug and plug it in). if your unsure what the camera was setup on jsut unplug the extender then look at the cameras lights, if they start flashing then you know its connecting to the extender, if they do not then they were setup on the router and you would reboot the router instead.\nCustomer: Ok ty\nHuman Agent: I dont know the light pattern of the other cameras so im unsure if its the same for the rest of them, but with what you told me about the cameras all dropping off at once I suspect its the same issue more then likely.\nHuman Agent: Let me know if you have any trouble and let me know what you had to reboot and I can lookup the cameras info again to see if its still offline or came online at all for you.\nCustomer: Ok i will look into that\nCustomer: I just rebooted both I’ll see what happens \nHuman Agent: Okay,"]
["Customer: Set up\nCustomer: We moved houses and I am having trouble reconnecting our devices to my app\nCustomer: I have a device with a model number ZH-IXU1F-W\nCustomer: Device ID: ZMD13G8D9000093\nCustomer: Yes I need help with this device\nCustomer: I need help resetting the device and setting it up at our new house\nHuman Agent: Hi my name is Wendy.  dog cam, driveway cam, and front yard cam show offline.  \nHuman Agent: you are working with dog cam right now?\nHuman Agent: What color is the indicator light on the camera? and is the light blinking or solid?  The red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid.\n\nCustomer: How do I reset my camera?\nHuman Agent: you are working with dog cam right now?\nWhat color is the indicator light on the camera? and is the light blinking or solid?  The red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid.\nCustomer: It changes between blue and green flashing\nHuman Agent: Zmodo QR code instructions: \n\n-First go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n-Make sure your phone is connected to 2.4GHz wifi.\n\nIf the indicator light on the camera is blinking, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\n***The camera should be next to your router during setup, 5ft or less to your router***"]
["Customer: Troubleshooting\nCustomer: Video lost\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: Device offline\n\nHuman Agent: Hello, my name is Grant. Is the camera you are having trouble with the camera named \"GuestRoom\" on your account?"]
["Customer: Try to reset up cameras. App said needed to update, Taking forever, how long should this take? How often does this need to happen?\nCustomer: Set up\nCustomer: Would the cameras stop working because they needed to update?\nCustomer: -1\nCustomer: need to reset up.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If the cameras are offline then it will never update. Do you see any lights coming from the camera? if so what color are they and are they solid or flashing?\nCustomer: great. Do all the cameras need to be plugged in to get the updates updated?\nCustomer: All the cameras stopped working a while back, I have been working with agents already to reset up the cameras, when I went to the app. It said to update. Would not being updated make the cameras stop working? I brought them all in the house because I thought they have to see the app. to reset up. I can only power one at a time.'\nCustomer: Do I take them back out plug them in and wait for the update to then do the re set up?\nHuman Agent: Yes the cameras would need power to function and update. But if the camera is offline it wont be able to be updated you would have to get them online first then go through the update."]
["Customer: Talk to agent\nCustomer: Hello \nCustomer: I have trouble updating my camera\nHuman Agent: The camera on your account that has an available update is offline. The camera needs to be online in order to download and install the update. Are you there with the camera right now?\nCustomer: Device ID: ZMD18EA|H800130\nCustomer: Yes\nHuman Agent: CAn you tell me what light you see in the camera?"]
["Customer: Troubleshooting\nCustomer: Agent\nCustomer: Hi Kylie. I was hoping Grant was still connected. \nCustomer: How are you?\nCustomer: Grant O was just with me a few minutes ago \nCustomer: The camera just made funny internal sounds and shut off. Blue light turned green.  Now no lights\nHuman Agent: Hello, I am doing well thank you, when the blue light turned green did it turn a solid green or only flashing green?\nCustomer: Flashing\nCustomer: I think solid for a few seconds also\nHuman Agent: Okay, if it went Solid green that might be an indication of a power issue, are you able to try checking the cord itself, if nothing is loose then is it possible for you to swap this cameras cord with another one to see how the camera reacts?\nCustomer: I just came back on by itself \nCustomer: Solid green light. 5 second.  Off  theb on solid green 5 seconds off repeat again\nCustomer: 5th time \nCustomer: This is a new cord\nCustomer: 6th cycle now \nCustomer: 7th cycle. Infrared turns on. Blinks blue and now solid blue\nHuman Agent: Okay, If its turning solid green, then flashing then turning abck to a solid green thats not normal. Just to check further, the cord your using now is it one of the cords that come with our cameras or is it a different cord? If its the latter I can try checking the volts and amps on the wall adaptor\nCustomer: Camera is on again \nHuman Agent: did you see my message above?\nHuman Agent: if not jsut elt me know and I can resend it. \nCustomer: It is a different  cord\nHuman Agent: \"Okay, If its turning solid green, then flashing then turning abck to a solid green thats not normal. Just to check further, the cord your using now is it one of the cords that come with our cameras or is it a different cord? If its the latter I can try checking the volts and amps on the wall adaptor\" this is what I said\nCustomer: It is 2.0a\nHuman Agent: how long is the cord.\nCustomer: 3 ft\nHuman Agent: Okay, the cord itself is too short for how many amps that wall adaptor you are using.  Our cords are 5V 2A with a 5FT cord\nHuman Agent: do you have a 5FT usbc cord you could use instead at all?\nCustomer: Yes 5v 2a\nCustomer: I do have a 5 ft also\nCustomer: The cord length should not make a difference \nHuman Agent: It does make a difference, swap to the 5FT cord with this wall adaptor. Also make sure its a 5V 2A wall adaptor.\nCustomer: Okay \nHuman Agent: Jsut let me know if it reacts the same or if you notice any change."]
["Customer: Does these cameras have sound\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The cameras on your account do not have a microphoen or a speaker so they do not support audio."]
["Customer: Phone call\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Are you needing help with can 2 camera?\nCustomer: Agent\nHuman Agent: Hi I'm Wendy.  Are you needing help with can 2 camera?\nCustomer: Yes\nHuman Agent: What color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: Blinking green \nHuman Agent: Blinking green means the camera is in setup mode.  You can setup the camera using Zink setup\nHuman Agent: Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nCustomer: Tried many times \nHuman Agent: is the camera in the same room as your router? plugged directly into a wall outlet? no extension cords, power strips, or surge protectors?\nCustomer: Yes \nHuman Agent: When you are standing close to the camera please go to your phone's wifi -do you see a zmd_sap network listed there?"]
["Customer: Troubleshooting\nCustomer: Hello. One of my camera doesn’t work\nCustomer: There is no light \nCustomer: No working\nCustomer: No light on the camera and no red light vision\nCustomer: I don’t see where camera is plugged in\nCustomer: All other cameras working, only one camera doesn’t work\nCustomer: I don’t see where camera is plugged in\nCustomer: I did. Not working\nCustomer: Can someone come here and fix the camera\nCustomer: I need technical support \nCustomer: Agent\nCustomer: Thanks\nHuman Agent: If there are no lights on the camera, then it is likely not getting power. The camera has a micro-USB port on it where the power adapter plugs in and then the adapter plugs in to a power outlet.\nCustomer: I don’t see where it’s connected to power adapter\nHuman Agent: So you would want to check and make sure the adapter is plugged in securely to the camera and then check the outlet where the power adapter is plugged in. You may want to try plugging it in to a different outlet.\nCustomer: I see where my other cameras connected to power adapter but not this one\nCustomer: D/static_file/a813a32eaa_1_20241001112952.jpg\nHuman Agent: Is there a cable plugged in to the back of the camera?\nCustomer: D/static_file/80fcce830b_1_20241001113023.jpg\nHuman Agent: So that is where the adapter is plugged in to the camera. It would be plugged in to an outlet in the drop ceiling.\nCustomer: It’s connected to a ceiling\nHuman Agent: It looks like the cable goes in to the drop ceiling.\nCustomer: Maybe\nCustomer: But can someone fix it?\nHuman Agent: That is what the picture you sent shows.\nCustomer: I c\nHuman Agent: We do not have on-site technicians.\nCustomer: Can someone fix it?\nCustomer: What should I do?\nHuman Agent: So you would want to take a look and see where it plugs in. If it is plugged in to an extension cord, then you would want to plug it in directly to a wall outlet. You can also test the camera with a working power adapter.\nCustomer: It’s plugged in ceilings. I can reach it there. I there is no wall outlet in that room"]
["Customer: My cameras won't work\nCustomer: Solid green\nCustomer: Ok I'll try that\nCustomer: What about wifi connection \nCustomer: The message says searching for secure connection\nCustomer: But then it says connection time out\nCustomer: Is there a phone number where I can speak to someone\nCustomer: Do you have a phone number where I can call\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like all of your cameras are offline. Are they stuck solid green or did they eventually go to flashing green?\nCustomer: Solid green\nHuman Agent: Solid green is normal when first starting up, but if they stay solid green that implies they are not booting up. Are they plugged directly into a wall outlet without any sort of extension cables?\nCustomer: One is plugged into a wall outlet. The other two have always been plugged into a strip\nHuman Agent: And all 3 are staying solid green nonstop? Did you have some sort of power surge when they went out?\nCustomer: Can we try working on the one that's plugged into the wall outlet\nCustomer: It's at my place of business. I might have had one that I was unaware of they've been out for I think since october seventeenth\nHuman Agent: You could try another known good power cable or another outlet, but unless it gets past the solid green there is not much we can do in terms of setup since it is not booting up properly."]
["Customer: Troubleshooting\nCustomer: Please call me thank you 407-257-2938 \nCustomer: Troubleshooting\nCustomer: Please call me thank you 407-257-2938 \nCustomer: I'm paid up till November 2025\nCustomer: Why can't I view my cam\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: It keeps showing subscribers \nCustomer: Fix it please \nHuman Agent: Which camera are you having trouble with on your account?\nCustomer: It doesn't work to sec. A call\nCustomer: The two I subscribed \nCustomer: Front and front 2\nHuman Agent: Make sure you do not have any dashes in the phone number. The form will only accept it with just the numbers.\nCustomer: It doesn't work no matter what to have a call back\nHuman Agent: Can you go to the Home page of the app and tap on Playback for one of those cameras?\nCustomer: Don't  Allow me to select anything\nCustomer: No none of it's working\nCustomer: It keeps saying subscribe to the cloud\nHuman Agent: What date and time are you trying to select? Our callback appointments are Mon-Fri 9AM-12PM and 1-5PM CST.\nCustomer: It doesn't allow me to go to a date it won't allow me to go to March it doesn't do anything\nCustomer: Maybe because it's closed already\nCustomer: It turns Gray soon as I try to push next and select a day or even a time\nCustomer: The 2 cameras I have say front cam 2\nCustomer: It does not allow me to get the notifications as well\nHuman Agent: I can schedule a callback for you if you would like. I would just need the date and time, and then the phone number and your name.\nHuman Agent: Alright, if you want to troubleshoot the cameras, then we will need to go through the steps and see what may be causing the issue and how to resolve it. Can you go to the Home page of the app and tap on Playback for one of those cameras?\nHuman Agent: I want to let you know that the Live Chat support will close in 10 minutes. If we run out of time, then I can schedule a callback for you if you would like. I would just need the date and time, and then the phone number and your name.\nCustomer: D/static_file/9e7ca23353_1_20250228175039.jpg\nCustomer: Why is this showing. \nHuman Agent: Is that what you see when you tap on Playback or when you tap on one of the Alerts?\nCustomer: I'm paid up until November 2025\nCustomer: They can call me Monday 10am.\nCustomer: Michelle 4072572938\nHuman Agent: Alright, I will schedule the callback appointment. \nCustomer: I cannot put PlayBack\nCustomer: For the cam\nHuman Agent: You mean there is not a Playback button on the Home page next to the camera?\nCustomer: No\nCustomer: D/static_file/d7f4c1ffac_1_20250228175344.jpg\nHuman Agent: What do you see on the Home screen? Do you have a list of the cameras?\nCustomer: This is what show\nHuman Agent: That is not the Home page of the app. You would want to go back and go to the Home screen. It will show a list of the devices on your account.\nCustomer: Let me look\nCustomer: D/static_file/61241ce9f0_1_20250228175624.jpg\nCustomer: D/static_file/ccc37274d3_1_20250228175632.jpg\nCustomer: When I hit the bottom right \nCustomer: It show last night 12am\nCustomer: Not now\nHuman Agent: Right, that is normal. When you tap on Playback it starts at the beginning of the day and you can scroll through the timeline there to go to different times. You can also tap on Alerts to try to go to specific times. So we know it is recording properly there.\n\nCan you try tapping on one of the alerts in that list?\nHuman Agent: As we are closing in the next couple of minutes, I have scheduled a callback appointment for you. I will also sync and restart the cameras as that may help the issue for future events.\nHuman Agent: The Live Chat support will be closing. Have a good evening.\nCustomer: Ok tks\nCustomer: But this is not how this was working yesterday"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Cameras that are shared won't work with new Starlink internet. We're with other Starlink. Do I need to delete and reload all cameras?\nCustomer: Cameras that are shared won't work with new Starlink internet. We're with other Starlink. Do I need to delete and reload all cameras?\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hi my name is Wendy\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: ZM19G1IHC18776\nCustomer: ZM19G1IHC18776\nCustomer: There's 3 more. \nCustomer: There's 3 more. \nCustomer: ZMD19G1IHC18114\nCustomer: ZMD19G1IHC18114\nCustomer: The other 2 are up where I would need a ladder. \nCustomer: The other 2 are up where I would need a ladder. \nHuman Agent: ZMD19G1IHC18114 thanks. This camera is connected to ho----@yahoo.com\nHuman Agent: ZMD19G1IHC18114 thanks. This camera is connected to ho----@yahoo.com\nHuman Agent: you would need to be logged into this account in order to set it up again.\nHuman Agent: you would need to be logged into this account in order to set it up again.\nCustomer: These are my niece's,  Paula Hopkins, but she lives in Nebraska and I care for the home here. \nCustomer: These are my niece's,  Paula Hopkins, but she lives in Nebraska and I care for the home here. \nHuman Agent: What color is the indicator light on camera ZMD19G1IHC18114? and is the light blinking or solid?\nHuman Agent: What color is the indicator light on camera ZMD19G1IHC18114? and is the light blinking or solid?\nCustomer: Green and blinking.\nCustomer: Green and blinking.\nHuman Agent: If the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nHuman Agent: If the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: Okay. Will do. Thank you. \nCustomer: Okay. Will do. Thank you. \nHuman Agent: You're welcome\nHuman Agent: You're welcome"]
["Customer: Wondering how to get sound on my 3 newer cameras\nHuman Agent: Hello, my name is Grant. Are the cameras you are talking about the cameras named \"Patio\" and \"Front door - stairs\"? Those are the Zmodo Indoor/Outdoor 1080p Wi-Fi cameras and those cameras do not have two-way audio. That is why the speakers and the microphone are grayed out on your app."]
["Customer: Troubleshooting\nCustomer: One of my cameras is trying to establish a secure network.  I can not get this camera to show live display.  All other cameras are fine. I am out of town so can you reboot my back deck camera?\nCustomer: Can you reboot it from your location. WE ARE out of town. \nCustomer: Y wifi is fine. All other cameras are working. Why just one camera not working.  Can this camera come back if I reset it?\nCustomer: If I reset the camera  What do I do after that. \nCustomer: We dont use cloud.  So if I add the camera back do I need to be home with my cell phone to add it?\nCustomer: I wish I could talk to some one like before.  They always told me they could bring the camera back on line. \nCustomer: This is not helpful. \nCustomer: Can I talk to a zmodo tech?\nCustomer: How do I get in contact with them?\nCustomer: I need a physical person to talk to. \nHuman Agent: The camera on your account named \"Back Deck\" is currently offline. That means it is not getting an internet connection. Since it is offline, the camera cannot be rebooted remotely. You would need to be with the camera to troubleshoot it.\nCustomer: Ok\nCustomer: So there is nothing you can do. I am out of town. \nHuman Agent: Unfortunately, since the camera is not connected to the internet, there is nothing that can be done remotely. It is not possible to communicate with the camera remotely when it is offline."]
["Customer: Not getting notifications \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you getting none whatsoever or just not as many as you wanted?"]
["Customer: Troubleshooting\nCustomer: Live agent \nHuman Agent: How can I assist you?\nCustomer: I just set my camera up and it was online and when I moved it to where want it it won’t go back online again\nHuman Agent: That sounds like it may be an issue with the signal strength at the location you put the camera. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Let me see if I can find it. It’s the one that’s called smart home on my account\nCustomer: D/static_file/5305761950_1_20241125150644.jpg\nHuman Agent: It looks like the camera is online right now. Is it currently at the location that you are wanting to place the camera?\nCustomer: Yes it’s at the location I want it\nCustomer: If I leave the chat can I join back to make sit I can see it on the app\nHuman Agent: Yes, you can come back to the chat. I was just going to tell you to go check the Live Video in your app.\nCustomer: When I go to the app it still shows offline\nCustomer: D/static_file/f3821271b0_1_20241125150944.png\nCustomer: It’s the one in the bottom right \nHuman Agent: Can you try restarting the app or restarting the phone that you are viewing it on? Or try another phone, tablet, or computer?\nCustomer: I’ve already restarted the phone and the app let me try it on another device \nHuman Agent: Well, we wanted to try it now with the camera online. It may not have been online when you restarted the phone previously.\nCustomer: I just tried it with another device and it still shows offline \nHuman Agent: Okay, can you try to restart the app or the phone? \nHuman Agent: After that, you will need to test the signal strength at the camera. To test signal strength, you can download an app on your phone. If you are using Android, then you will want to download an app called Wifi Analyzer. If you are using iOS, then you can download an app called Airport Utility. You can use these apps to test the signal strength from your Wi-Fi near the cameras.\nCustomer: Yes I can do both \nCustomer: I'm waiting for my device to power back on. I've had this camera online in thr dame spot before and they have been offline dunce 10/18/24\nCustomer: I've been receiving threats do its important that I have  it working\nHuman Agent: I understand. Did the device finish rebooting?\nHuman Agent: If it is still having the same issue, then you will want to test the signal strength at the camera."]
["Customer: I need help setting up cameras & they are stuck in downloading update mode\nCustomer: What number do I call for customer assistance \nCustomer: Thank you!\nCustomer: Can you see the cameras on my account?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. You do not have any cameras bound to this account, only cameras that are being shared to this account. \nCustomer: Ok, that's right\nHuman Agent:  We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\n\nCustomer: If you can help me over chat that'd be great!\nHuman Agent: Okay, what can I help you with today?\nCustomer: I am using the other phone for the \"updates\" that take a really long time...then fail\nCustomer: One of the cameras is updating right now - is there a way I can skip this step?\nHuman Agent: You cna always choose not to update now, it will pop up when you go to click live on the camera each time.\nCustomer: With the other cameras\nCustomer: Ok this one is about 3/4\nHuman Agent: If the update is taking a long time perhaps the camera is actually offline, are you able to see the live video on that camera at all? \nCustomer: I don't think so\nHuman Agent: Updates should only take between 5-7 minutes, if its longer then that it means its failed typically. \nCustomer: It's probably been about that long\nCustomer: Which is still a long time lol\nHuman Agent: Are you able to go over to the camera to see what the lights on it are doing? would want to know if its solid and what color they are. \nCustomer: Ok can do\nHuman Agent: Okay\nCustomer: I am trying to see which camera is which \nHuman Agent: Okay\nCustomer: What do I need to do now?\nHuman Agent: Are you able to go over to the camera to see what the lights on it are doing? would want to know if its solid and what color they are. \nCustomer: It has a solid red circle but flashing green\nHuman Agent: Okay, the flashing green means its currently offline, the red lights are just the IR lights. this is why its not updating its offline.\nCustomer: I have the phone with the main account on it next to me\nHuman Agent: Are you perhaps able to go through the setup with this camera to get it back online to bring it inside to set it back up then put it back up? for the setup you will need the IR lights to turn off so you would want a flashlight or brighter area. \nCustomer: We changed internet\nCustomer: What exactly do I have to do?\nHuman Agent: Okay, whenever you change the Wi-Fi name, password, or router you have top set up the cameras again on the new Wi-Fi.\nCustomer: I understand \nCustomer: Do I have to delete them & re-add then?\nHuman Agent: it looks liek the cameras main setup is the QR code setup, it may also use a secondary setup called Zink, let me get you the directions for QR setup to try first\nCustomer: Ok thanks \nCustomer: Do I have to start from scratch?\nHuman Agent: No, you wont have to delete the cameras just to set them back up in the app but the setup steps are the same. \nHuman Agent: 1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\nCustomer: Do I Reset Device?\nHuman Agent: No that shouldn't be needed typically, just unplug and plug in all the cameras first before you try the setup. \nCustomer: Ok \nHuman Agent: also make sure those red lights are off when you show the QR codes, use a flashlight if you need to. \nCustomer: Ok, I took down 2 cameras & have them inside\nCustomer: Plugged in\nHuman Agent: Okay, go through the setup with the directions above, if they come online again the lights will change to a solid blue, let me know if you have any trouble. \nHuman Agent: We will be closing at 6PM central time which is in 10 minutes., I can send you the call scheduler or I can also follow up via email if you prefer, what would you like to do?  I can continue to assist you until 6 PM CT Via chat\nCustomer: Thanks - I will still be here so please don't disconnect \nCustomer: Tonight?\nHuman Agent: I would send you an email tonight to follow up for tomorrow once in the office or I would send you the call scheduler so you can troubleshoot over the phone tomorrow. \nCustomer: Ok\nHuman Agent: WHich would you like?\nCustomer: Sure\nCustomer: I will keep trying \nHuman Agent: Okay, do you want me to send you an email or the call scheduler should you need further assistance?\nHuman Agent: also, I would advise to take a screenshot of the QR code directions as when this chat closes those will disappear for you. \nCustomer: Ok, thank you!\nHuman Agent: do you want me to send you an email or send the call scheduler should you need further assistance?\nHuman Agent: It is now 6PM I have sent you an email to follow up, Have a great night"]
["Customer: My cloud service is not working correctly \nCustomer: Often events fail to establish a secure connection and just spin.  Also the time vs event is wrong by 5 min\nCustomer: Often events fail to establish a secure connection and just spin.  Also the time vs event is wrong by 5 min\nCustomer: Often events fail to establish a secure connection and just spin.  Also the time vs event is wrong by 5 min\nCustomer: Often events fail to establish a secure connection and just spin.  Also the time vs event is wrong by 5 min\nCustomer: Often events fail to establish a secure connection and just spin.  Also the time vs event is wrong by 5 min\nCustomer: Oevents fail to establish a secure connection and just spin.  Also the time vs event is wrong by 5 min\nCustomer: events fail to establish a secure connection. and just spin.  Also the time vs event is wrong by 5 min\nCustomer: Yhy dont you understand.  Im super clear.  Often events fail to establish a secure connection and just spin.  Also the time vs event is wrong by 5 min\nCustomer: Often events fail to establish a secure connection and just spin.  Cloud access data wrong\nCustomer: Cloud events are off.  Then loss off recordings occur\nCustomer: Live agent\nCustomer: Hi Grant.  My cloud is messing up\nCustomer: Spins for ever on links.  And sometimes even though i have 24/7 recordings, it shows no data available.  I exit and re-enter and the data is back.  Links to events are often 5 min off\nCustomer: This has been occurring for several weeks now.  \nHuman Agent: If the time is off on the events from the time on the cameras, then you would want to resync the time zone on the camera. You can go to the settings for the camera and change the time zone and then change it back to the correct time zone to resync it.\nCustomer: 5 minutes?\nCustomer: I click on the event play and it plays 5 min after the orange/red in the bottom.  \nCustomer: Its not a time zone issue\nHuman Agent: Yes, so you would want to resync the time on the camera by changing the time zone and changing it back.\nHuman Agent: The camera is likely desynced from the cloud server. Changing the time zone will force it to change the time and it will resync the time between the camera and the server.\nCustomer: Ok makes sense\nCustomer: I will try and then chat again if doesn’t fix it\nHuman Agent: It will not change that for any events that were already recorded. Those have already been recorded and are not going to be changed. But it should help for recordings going forward. Please do not hesitate to contact us if you need more assistance."]
["Customer: Can’t get my cameras working \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are they currently blinking green?"]
["Customer: How do i update my wifi on my camera?\nCustomer: How do you do that?\nCustomer: How do I update my wifi\nHuman Agent: Hi my name is Wendy.  Front right & front left cameras show offline.  Are these the cameras you are needing help with?\nCustomer: Yes and they are both plugged in\nHuman Agent: Are the indicator lights on the cameras blinking green?\nCustomer: I went to the app and tried to look for network and I can find it\nHuman Agent: The cameras will need to be setup again, blinking green means the cameras are in setup mode.  \n\nAre the indicator lights on the cameras blinking green?\nCustomer: Yes \nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n***The camera should be next to your router during setup, 5ft or less to your router***\n\nCustomer: Okay awesome thank you\nHuman Agent: You're welcome!\nCustomer: Have a great day!\nHuman Agent: You too, thank you!"]
["Customer: cameras arent working\nHuman Agent: Hello, my name is Grant. The cameras on your account are showing offline. Have you changed your router, Wi-Fi name or password, or your internet provider recently?"]
["Customer: Agent \nHuman Agent: How can I assist you?\nCustomer: My cameras labeled Blue lake, Blue table and Gray bath can't pull up a picture \nCustomer: They are antenna as opposed to wire connected cameras\nHuman Agent: Those cameras are currently offline, which means they are not connected to the internet. Are you with the cameras to troubleshoot them?\nCustomer: No. I'm away\nHuman Agent: Okay, well since they are offline, you would need to be with the cameras to troubleshoot them and get them back online.\nCustomer: They were connected yesterday when I left. \nCustomer: Seems to happen every time to them. \nCustomer: What is the best way to reconnect them? \nCustomer: What is the best way to keep them from disconnecting every time I leave? \nHuman Agent: That would depend on why they are offline. It could be a network connection issue, typically signal strength or an upload bandwidth. It could also be a power issue, but since it is multiple cameras, it is more likely to be an issue with the network connection.\nCustomer: One of the four wireless still works\nCustomer: Gray living\nCustomer: Is there a chance they could come back on? \nHuman Agent: It is possible they could come back online. If it is an upload issue, then the upload bandwidth may increase."]
["Customer: Agent \nCustomer: My camera named garage is not sending me notifications again. It's recording events but not sending notifications. Someone reset it the other day and it works for a couple days and now it stopped again.\nHuman Agent: Alright, I can sync and restart the camera again. You may want to check the signal strength at the camera as it looks like it drops offline occasionally. You can also check the upload bandwidth, but if it is just one camera, then it is more likely to be the signal strength.\nCustomer: Ok I will check. Thank you \nHuman Agent: You're welcome. The camera should take just a minute or two to reboot and reconnect.\nCustomer: I've had the camera in the same place over a year. Would signal strength change?\nHuman Agent: There are a few reasons that it could change. Either the router could be wearing out or if you changed your router or moved a Wi-Fi extender (if you have one). Also walls, electronic devices, and other obstructions can cause the signal strength to be weaker.\nCustomer: My router is a little old. I'll keep an eye on it. Thank you \nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Live agent\nCustomer: -1\nHuman Agent: How can I assist you?\nCustomer: I’m very unhappy with the smart camera I paid for a year if I decide I want to cancel do I get a refund?\nHuman Agent: If you cancel the subscription, you will still get the remaining subscription time that was paid for. At the end of the subscription, it will not renew and it will expire. It would not refund the subscription.\nCustomer: I’ve only had it for two weeks and I’m very disappointed in the system completely it doesn’t send alerts. It doesn’t detect motion only rarely.\nCustomer:  I probably should’ve only paid for a month at a time rather than a year at a time\nCustomer: VERY DISAPPOINTED \nHuman Agent: The camera has been on your account since 6/23/2024. It looks like it has been going online and offline recently. That could be the cause of missing alerts and events. The most common causes of network connection issues are the signal strength at the camera and the upload bandwidth.\nCustomer: I have hit less than 6 feet from my router. I’ve tried different locations with the same issue. I have a blink camera and I have a Arlo camera and then neither of them have any issues at all.\nCustomer: What do you mean when you say up Bandwidth\nCustomer: There is no way that camera has been on my account since June. I open the account up less than three weeks ago.\nHuman Agent: The upload bandwidth is what the camera uses to send the video to the internet so you can view the cameras on your app. The other cameras likely also use the upload bandwidth so there may not be enough upload for all of the devices on your network.\nHuman Agent: This account, repavt@aol.com, was created on 6/22/2024.\nCustomer: Why are the other cameras not acting the same way what is the remedy to it? Do I have to increase my upload for my Internet server?\nHuman Agent: That is potentially the issue. You would want to test the upload. You can test the upload speed of the Wi-Fi network that the cameras are connected to. Make sure that your phone is connected to the same 2.4 GHz network that the cameras are connected to. You can use this website https://fiber.google.com/speedtest/ to test the speed of your network. It will test a download and then an upload speed.\nCustomer: How do I check to make sure I’m connected to 2.4\nHuman Agent: As for why the other cameras may not be acting the same, that could be for several reasons. There could be enough upload for those devices. The devices could operate differently and only upload when they detect motion. Or because you have been troubleshooting this camera recently, you may just be noticing the missing events more from this camera.\nHuman Agent: You can go to your Wi-Fi settings and check the network you are connected to and make sure that it is your 2.4 GHz network.\nCustomer: The Wi-Fi settings on my Apple iPhone, correct?\nHuman Agent: Yes, on the device that you are running the upload speed test on.\nCustomer: My upload speed is a little over 17 in my download speed is around 720\nHuman Agent: Okay, and how many cameras do you have total? And what are the resolutions of the cameras? I do not know exactly what bandwidth the cameras of other brands need, but it is usually pretty consistent.\nCustomer: My Blink is 1080. I think my Arlo’s are 700 something.\nHuman Agent: Okay, so I looked at past chat history and you said you have 5 Arlo cameras, 2 Blink cameras and 1 other indoor camera and  they are all 1080p, is that correct? Our 1080p cameras use between 2 and 4 Mbps of upload speed each, depending on their subscription status. So that could be an issue with 9 cameras, but it would depend on what the other cameras require.\n\nBecause if they were the same as our cameras, then you would need 18 Mbps of upload if none of the cameras were subscribed and 36 Mbps if they were all subscribed.\nCustomer: My Arlo system which has five outdoor cameras I’ve had that system for about five years. I’m thinking that is not the 1080. I’m thinking it’s the lower one. My Blink is on a subscription. My Arlo cameras are not on a subscription. My smarts is on a subscription with you and that’s true true I have five Arlo one blink and one smart, the blink and Smart are both indoor and subscription \nHuman Agent: So it would depend on the upload that the other cameras require. And that may likely depend on the resolution and subscription status and how the subscription on the devices operate."]
["Customer: Troubleshooting\nCustomer: please healp mi \nHuman Agent: Hi my name is Wendy.  Please let me know what questions you have.\nCustomer: mi camera ned reset \nHuman Agent: ZMD19I2IH409649 Galaxi Cam shows offline.  is this the camera you are needing help with?\nCustomer: yes \nHuman Agent: What color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: blue solid \nHuman Agent: Solid blue means the camera is connected to something on your network.  Do you have more than 1 router or a wifi booster/extender that the camera is connecting to?\nCustomer: yes \nHuman Agent: Unplug all the other routers, extenders, boosters.  Keep only the 1 router that you want the camera connected to powered on and online.\nHuman Agent: See if unplugging these other devices if the indicator light on the camera will start blinking green.  When its blinking green you can set the camera up\nCustomer: ok \nHuman Agent: is the indicator light blinking green now?\nCustomer: green blinking \nHuman Agent: okay great.  Make sure your smartphone is connected to 2.4GHz wifi.  Your camera can use Zink or QR code setup\nHuman Agent: ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nCustomer: ok \nHuman Agent: Smartz QR code setup instructions:\n\nMake sure your smartphone is connected to 2.4GHz wifi then tap the +sign.  Follow the in-app instructions to complete your setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n***The camera should be next to your router during setup, 5ft or less to your router***"]
["Customer: Update failed\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Which camera are you trying to update? It looks like only Front Porch is online and it is fully updated. Offline cameras would need reconnected in order to update them."]
["Customer: person\nHuman Agent: How can I assist you?\nCustomer: Yes a customer support hung up with me and I still have a question to ask they took things way too personal and basically told me I was imagining things is this how we treat all long term customers I don't get it? But anyways my question was seeing as how there is no IR diming circuit in the 360 camera supposedly I will have to disassemble to know for sure and I'm imagining things and my spouse is as well I'd love to know if you guys sell a separate IR LED. By the way he or she also told me that the IR is not an LED which is bullshit IR's are stil packaged as a light emitting diode they just give off IR Light that is the only difference I thing this is dubious to make that claim and have me trust this person isn't lying they are counting on my ignorance to bullshit me more or less.\nHuman Agent: We do not sell an IR LED light for the cameras. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: one second let me get it for you.\nCustomer: ZMD14EZG80002888\nCustomer: I believe my eyes are not the greatest\nHuman Agent: That is too many characters. The device ID is 15 characters long. Can you try sending it again or send a picture of the Device ID? \nHuman Agent: Or can you give me the email address or phone number for your account?\nCustomer: there is an extra 8 at the end sorry\nHuman Agent: That ID does not bring up a camera. Has the camera been setup before?\nCustomer: yes it was some time ago it is not hooked up\nCustomer: the z might be a 7\nCustomer: forlotto@gmail.com\nHuman Agent: Okay, I see an account with that email address and I believe I have the camera. There were just a couple of typos, but there is a Sight 180 camera with a similar Device ID on that account. I assume that is the camera since it is a 180 degree camera. There is not a dimmer for the IR light in the settings for the camera. You adjust night vision settings to adjust when the infrared light turns on, but not to change the brightness of the infrared light.\nCustomer: yeah 180 cameras used to adjust brightness with NVR though I promise you even if it wasn't supposed to or there is no circuit so how did this happen?\nCustomer: well ok I got my phone and zoomed and took a picture\nHuman Agent: The NVR does not control the night vision on the cameras. The cameras connect to your router and through your router they connect to the NVR. The only thing the NVR really controls on the cameras is the time and date. Pretty much everything else is managed through the app for the camera. In the app you can adjust when the infrared lights turn on, but not the brightness of the infrared lights.\nCustomer: Ok I have an indoor in the box without upgraded firmware if I can make a video showing me adjusting brightness on this unit will you consider adding the feature back? I can make a video of me doing just this and show you.\nCustomer: yep.\nHuman Agent: I can pass that along to my supervisor who can send it to our development team or escalate it.\nCustomer: Ok sounds good I will work on making a video. \nCustomer: thanks!\nHuman Agent: You're welcome.\nCustomer: That will be all for now!\nCustomer: appreciate your help\nHuman Agent: You're welcome. Have a good day."]
["Customer: I got a new internet provider. How do I set up the cameras on the new Wi-Fi password?\nCustomer: Where would I find those settings?\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: The cameras will need to be setup to the new wifi info\nHuman Agent: are the indicator lights on the cameras blinking green right now?\nCustomer: Yes\nHuman Agent: QR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*"]
["Customer: Camera won’t update\nCustomer: Connect to wi fi\nHuman Agent: Hello, my name is Grant. The cameras are on your account are offline, which means they do not have internet access. The cameras need to be online to download and install the update.\nHuman Agent: Are you there with the cameras to troubleshoot them?\nCustomer: Yes\nCustomer: How do I get them back online\nHuman Agent: That depends on why they are offline. They may need to be setup again with the QR Code setup. Could you please go to one of the cameras, unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Ok it’s flashing green right now\nCustomer: I will unplug\nCustomer: Flashing green\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I have to do both cameras\nHuman Agent: When you do the setup on one camera, it will look for other cameras and it may setup the other. But if the second camera does not connect, then you will want to do the setup for that camera, as well.\nCustomer: Ok\nHuman Agent: I want to let you know that the Live Chat support will close in 10 minutes. If we run out of time, then I will send you an invitation to schedule a callback appointment."]
["Customer: Can’t use the microphone \nCustomer: I can’t access the microphone \nCustomer: It appears gray \nCustomer: Why is it not supported \nCustomer: I have an iPhone \nCustomer: Why does the microphone appear gray \nCustomer: ??\nCustomer: Agent \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You do not have any cameras with microphones or speakers on your account. \nCustomer: I do \nHuman Agent: The cameras on your account are the Zmodo Outdoor 1080p Wi-Fi cameras. Those cameras do not have audio features on them, so they do not have a microphone or speakers on them."]
["Customer: Why are?\nSome of my cameras offline and my prescription is not up yet\nCustomer: My prescription is not renewable yet.Why is the cameras off and shut off by fun lot\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. The subscription is for cloud recordings and is not to have cameras online. Cameras may be online regardless of subscription status. What is the current indicator light status of the camera? I'll need to know color and whether or not it is blinking. \nCustomer: It keeps saying prescription prescription\nCustomer: A lot of my cameras are shut Off because of prescription does not renew yet.Thank you\nHuman Agent: I'm unsure what you mean. It looks like the only offline camera is dogs backyard, is that the device you need help with? It looks like it and shop front are not subscribed, though again that is not why that device is offline. \nCustomer: It says right across the screen. When I look at each individual camera, it says subscription.\n I've had your cameras. I think 5 years Yes every now and storm would knock one out come out but this time subscription \nHuman Agent: Could you send me a screenshot of what you're referring to? I'm not sure I understand what you're referring to."]
["Customer: Troubleshooting\nCustomer: I can't view my events from 3 cameras on the time line. I can see 1 camera's events. I recently canceled my cloud service but expected to have the same service on all 4 cameras. Please advise. \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You would no longer have the cloud recordings, but should have the normal event clips from the free plan. Are you just getting no events on the cameras or does something happen when you click the events that are there which prevents you from seeing the footage?"]
["Customer: Troubleshooting\nCustomer: Why is my camera not in color\nCustomer: How do I get color on my camera\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: No color on my camera\nCustomer: Live agent please\nCustomer: Ok\nCustomer: Hello Grant\nHuman Agent: IF the video from your camera is black and white, that means the camera is in Night Vision mode. You can try adjusting the Night Vision settings in the Device Settings for the camera. You may also want to try making the location brighter or shining a light at the camera to see if the Night Vision turns off.\nCustomer: Why woulld it be in night vision mode during the day?\nHuman Agent: It could depend on the Night Vision settings and it could also matter the amount of light getting to the light sensor on the camera.\nCustomer: Night vision is set to normal\nHuman Agent: So you can try adjusting the settings. You can decrease the sensitivity or try setting it to Always Off and check the image.\nCustomer: Ok, I will try setting if off. I did try putting a bright light in front of it.\nCustomer: Can I do not without losing our chat\nHuman Agent: Yes, you can leave the chat and come back to it.\nCustomer: Ok, I will try, sorry if I lose you.\nCustomer: Grant, had a hard time getting the chat back\nHuman Agent: Did you adjust the Night Vision settings for the camera?\nCustomer: Turned off night vision and color came back. Put it back on auto and bright light and color left. Back to black and white.\nHuman Agent: You can adjust the sensitivity of the Auto setting.\nCustomer: Set at normal\nHuman Agent: Okay, so you can decrease the sensitivity.\nCustomer: K, I will try that again\nCustomer: I now have night vision on and sensitivity all the way low\nCustomer: Black and white screen\nCustomer: Should I do a total reset of camera?\nHuman Agent: You can try that. You can also try another power adapter.\nCustomer: Did the adapter as well already\nCustomer: Guess I guess I try a restart. Never done one before\nCustomer: Any tips\nHuman Agent: Restarting the camera is just unplugging it and plugging it back in. If you reset the camera, you would do that through the app and then reconnect the camera with the initial setup method.\nCustomer: Okay, did the restart but don't think I want to go through a reset.\nSo what else can I do other than leave night vision off??\nHuman Agent: That is it. We have done the troubleshooting for the night vision settings. You can try increasing the brightness where the camera is located and see if that causes any change.\nCustomer: Did increase brightness as well but no luck.\nOK, thanks for trying.\nCustomer: No, guess nothing else we can do but deal with it.\nHuman Agent: Unfortunately, there are not any other troubleshooting methods. The last thing to try would be resetting the camera and reconnecting it.\nCustomer: Thanks, goodbye\nHuman Agent: You're welcome."]
["Customer: Hello, I cannot update my cameras \nCustomer: -1\nCustomer: represenative \nHuman Agent: The cameras will need to be online in order to download and install the update. Some of the cameras on your account with available updates are offline, so that may be part of the reason you are having trouble updating some of your cameras. Are you there to troubleshoot the cameras?"]
["Customer: Troubleshooting\nCustomer: Need help troubleshooting 2 cameras that continue to show \"offline\"\nCustomer: 1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I currently only see one offline device on your account, did you delete one?"]
["Customer: Troubleshooting\nCustomer: Anyone live to help me\nCustomer: Phone call\nCustomer: Custom support agent\nCustomer: Custom care agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: My camera is not recording motion\nHuman Agent: Okay, what's the name of the camera on this account, you have several cameras as well, is it only one or more then one?\nCustomer: Upstairs\nHuman Agent: That camera named Upstairs appears to have been offline before today, its only today come online today within the last few hours. \nCustomer: I just set it up as a new camera\nCustomer: But when I walk across the camera it doesn’t record\nHuman Agent: Okay, its not been online long enough for it to have made very many clips or record any video, if the camera has made any clips you can click the alert area. \nCustomer: But it should record if I stand in front offit\nCustomer: I already clicked the alert area\nHuman Agent: It wont have much in regards to recorded footage, the camera when motion occurs would take a short 10 second clip, have a cooldown period then if more motion is detected it would create another clip. Can you unplug the camera, plug it back in then when it comes back online try to move Infront of it and see if it makes an alert for the alert or notification for me."]
["Customer: Set up\nCustomer: Live person \nCustomer: Why ain’t my camera loading \nHuman Agent: It looks like the camera on your account is offline, which means it is not connected to the internet. There could be several reasons that it is offline. Are you there with the camera at this time to troubleshoot it?\nCustomer: No can you help\nHuman Agent: Unfortunately, since it is not connected to the internet, we cannot communicate with the camera remotely. You would need to be with the camera to troubleshoot it and get it back online.\nCustomer: Trouble shoot \nHuman Agent: In order to troubleshoot the camera and get it back online, you would need to be there with the camera.\nCustomer: I am"]
["Customer: Troubleshooting\nCustomer: Hi…I have a Green HD smart wifi doorbell. I changed the WiFi network and I’m trying to enter the new WiFi info but the light is solid green although I disconnected the plate and reconnected it but is still solid green \nCustomer: Representative \nHuman Agent: If the light does not change from a solid green, then that indicates that the doorbell is not powering on properly. The light should be solid green when it first powers on, but then should change shortly after. You can check and make sure it is seated well in the bracket. Make sure that the wires are making good contact with the bracket and the doorbell and are not crossing or touching.\nCustomer: D/static_file/9f77fbc79a_1_20241220104927.jpeg\nCustomer: D/static_file/76669554bd_1_20241220104942.jpeg\nCustomer: D/static_file/3e8605df07_1_20241220104956.jpeg\nCustomer: Seated correctly \nCustomer: Any live agent?"]
["Customer: representative \nCustomer: can't connect doorbell camera with q r code \nCustomer: is there another way ? \nHuman Agent: Hello, you've reached customer care, my name is Kylie. is this a new camera or one that was previously set up before?\nCustomer: was set up before \nCustomer: went off network a few days ago i think \nHuman Agent: Okay, I will need to look up the camera to find out what setup options it can use, do you have the cameras ID number or is it still tied to your account?\nCustomer: don't know what id number would be \nCustomer: account email address would be williamstrub@hotmail.com\nHuman Agent: I looked up the account and see that there were previously two different doorbells on the account in the past, sadly it does not tell me which was was deleted recently, One of the cameras only will use the QR setup, but the other camera may also use a setup called Zink as well as the QR setup. There is a test you can try to see if it can use the Zink setup\nCustomer: ok i had one camera which i sent back \nHuman Agent: Make sure the camera is flashing green and get close to it, go to your phones wifi settings and check if there is a Wi-Fi on the list that says ZMD_SAP or not, if there is then it can use Zink\nCustomer: let's try zinc \nHuman Agent: first we need to test if it can go through zink first.\nCustomer: how close do i have to be \nHuman Agent: Within 5 feet\nCustomer: don't see it \nCustomer: in wifi list \nHuman Agent: Okay, Lets have you try and reboot the camera then try to check for it, if it still does not show then I will have you go through the QR code setup with me. Sometimes with doorbells they do need to be rebooted before theyw ill set up again, to do this you would drain the power from it totally then restore power. This can be done 2 ways, either by removing the face of the doorbell from the base and holding the ring button until the lights go out then placing it back on the base, or by turning off the breaker then pushing the doorbell button until the lights go out then flipping them back on again. \nCustomer: ok \nHuman Agent: Okay, let me know if you have trouble at all. \nCustomer: ok i think i have it now but the issue is that when i ring the bell it won't alert my phone or ipad and it did that before \nHuman Agent: okay, I want to have you do a test for me, watch the lights of the camera while you press the doorbell button, after it rights or while it rings let me know if the lights change at all to flash and or solid and what color. \nCustomer: goes from blue and then to green which is solid and then flashes blue \nCustomer: then a solid blue \nCustomer: so solid blue \nring\nsolid green \nthen flash green\nthen flash blue\nthen back to solid blue \nHuman Agent: okay, Ouch, that's not good, that means there is an issue with the camera. The issue is that when pressed its using up all its stored power which is dropping it offline, this is due to a battery inside that is not working that stores extra energy. There is no way to fix that sadly and you would have to replace the camera totally to resolve that issue. \nCustomer: not recording alerts \nCustomer: ok is it past warranty? \nCustomer: any specials on new one ? same model? \nHuman Agent: Yes it is past the warranty for replacement.  We do not have any new doorbell models at this time and direct we have sold out of our previous models, you can look on third party sites though to see if you can find the same type online elsewhere. \nCustomer: any plans to restock or is doorbell discontinued?\nHuman Agent: No, we will not restock it as we have no more and they are not making more of this model, if we were to make more doorbells it would be a newer model which at this time I have not heard word about but is possible as the developers do not tell us about new products until very shortly before release time. \nCustomer: uggh ok thanks .\nHuman Agent: No problem, take care have a good night."]
["Customer: I have one of my cameras that has not worked in a long time and it will not update either\nHuman Agent: Hi my name is Wendy.  Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: OK, I can't do that now. I am not there.\nHuman Agent: live agents are available here on live chat until 6pm CT M-F if you want to contact us later.\nHuman Agent: Enter \"Agent\" in the chat to be connected with a live chat agent."]
["Customer: Hi there, we have reset our router, unplugged and plugged in our cameras twice and still can't get any of them to work? Any suggestions?\nCustomer: We've had the system for years. Can you send me the setup instructions please\nCustomer: Set up\nCustomer: None of the camera have a light\nCustomer: No lights are coming on. They are plugged into different outlets and in different sides of the house\nCustomer: They are, and I did... What would the next steps be?\nHuman Agent: Hello, you've reached customer care, my name is Kylie When ever you reset the router, it does change the wifi information and the cameras would need set back up so they can reconnect again, To get the cameras back online you would reboot the cameras by unplugging and plugging them in then go through the setup to reconnect them. \nCustomer: I've gotten a couple to flash green\nCustomer: I don't remember how to do that but I'll try to figure it out\nHuman Agent: I looked up each of the cameras tied to your account to find what setup method they sue, One moment and I will tell you the cameras names, and the setup method you would use with them\nHuman Agent: These cameras only setup is the QR code setup:\nPatio Pool\nWaiting Room\nApt Backdoor\nApt Front\nParking\nRoad &amp; Mailbox\nHuman Agent: These cameras only setup is the Zink setup:\nDriveway\nFrontDoor (doorbell to reboot it like the other cameras for the setup you would take the face off of the doorbell, push and hold the power button to dain the unit of power, the place it back on the bracket, after that when the camera flashes green you can then do the setup, alternatively you can also flip off the breaker to the doorbell, push and hold the button until the lights go off, then flip the breaker back on to reboot the camera) \n\nHuman Agent: Other cameras I have not named can use both the QR code and the Zink setup. what I would personally recommend you do is reboot all the cameras first, then do the QR setup with one camera, with the QR setup, when one camera connects, it will send the signal around it to try and get other cameras nearby online as well, then that one does the same thing and spreads the signal from it. Even though the other cameras only use the Zink setup they can also sometimes come online due to this so I would recommend you to try the QR setup cameras first, then if for any reason those Zink cameras don't pick up the signal and come online too you can always do the Zink setup with them directly. \nCustomer: How do I do the QR setup?\nHuman Agent: QR Code Set Up directions\n\n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nHuman Agent: Here are the QR code setup directions you can follow, when yous tart the QR setup it also will have directions on the screen step by step should you need it as well."]
["Customer: Do I have to pay for cloud storage?\nCustomer: How much video storage do I have without activation of the cloud \nCustomer: How to reset camera to factory settings \nCustomer: How to reset the camera to factory settings if it is not connected to the app or the Internet\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device to look up the info you desire, can you send me all the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid. \nCustomer: Can I connect a camera by scanning the QR code on the back of the camera"]
["Customer: One of My camera is not work \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're having trouble with? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: I have 2 cameras that won’t update\nHuman Agent: Hi my name is Wendy.   Are you wanting to update barn, shop house side, or out side shop?"]
["Customer: Camera not working\nCustomer: Unable to connect camera\nHuman Agent: Hi my name is Wendy.  I see 4 offline cameras connected to this account.  Front of house, back parking lot, front parking lot, and back of house.  Are you trying to setup these 4 cameras?\nCustomer: Just one for now\nHuman Agent: Which camera are you trying to setup right now?\nCustomer: The front door \nHuman Agent: ZMD19GDIH500576 Front door camera shows online\nHuman Agent: Did you mean front of house ZMD13F3EC236347? or Front parking lot ZMD13G3EC261502?\nCustomer: Well I'm not able to reach the front of house to do the qr code unless you're able to still connect in your system \nHuman Agent: Which camera you are trying to setup? \nHuman Agent: Is the indicator light on front of house & front parking lot blinking green right now?\nCustomer: Right now just trying to see the front door one\nHuman Agent: What is the device ID on the camera? The ID will be listed on a sticker on the camera, it will start with ZMD\nCustomer: Id have to check\nHuman Agent: ok thank oyu\nCustomer: D/static_file/ee5afa5974_1_20250128162136.jpeg\nCustomer: D/static_file/35758a7cc9_1_20250128162145.jpeg\nHuman Agent: ZMD19GDIH500576 front door shows online.  You should be able to view the live feed from this camera.\nCustomer: No i dont see it on my monitor\nCustomer: I can see it only on the app\nCustomer: Do any of the other ones show online?\nHuman Agent: When you go to device management on the NVR how many cameras are listed?\nCustomer: \nHuman Agent: No, only front door camera shows online.\nCustomer: And when I try to have them search for devices, it doesn’t load\nHuman Agent: Is the NVR connected to the same router that the camera is setup to?\nCustomer: What is NVR?\nHuman Agent: The box that your monitor is connected to\nCustomer: Should be. How would i verify if it is connected to my wifi? I don’t see any menu options to check that.\nHuman Agent: Do you have just the 1 router?\nCustomer: Yes\nHuman Agent: Any other wifi boosters or wifi extenders that the camera could be connected to? or any guest networks on the router?\nCustomer: No this modem is new which is why I needed to reset everything \nCustomer: How do I add the NVR to the new Wi-Fi network?\nHuman Agent: okay.  When you are looking at the NVR settings on the monitor no cameras are listed on the device management section?\nCustomer: D/static_file/a38a18e483_1_20250128163020.jpg\nHuman Agent: If you refresh or search for devices nothing is found?\nCustomer: Right nothing \nHuman Agent: Could you please login to your router?  See if you can find the IP address of the camera?\nHuman Agent: Then you could manually add the device with the IP address on the camera.\nCustomer: I can’t change anything with the router it’s through the cable company\nHuman Agent: Right.  If it is your router you should be able to login to it to see what is connected.  If you don't know the login info you could contact the cable company or router manufacturer for help with that.\nCustomer: Yes\nHuman Agent: Were you able to login to the router?\nCustomer: Imrestarting the system\nHuman Agent: ok"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Agent \nHuman Agent: How can I assist you?\nCustomer: My camera labeled garage is not recording events. It plays back the events for the whole day but it will not send me notifications and record single events. I texted the other day and someone said they would reset the camera but I still don't see anything in the way of events since October 8th\nCustomer: D/static_file/c890c9f0ec_1_20241014131409.jpg\nHuman Agent: Okay, are you there with the camera? I can sync and restart the camera and then you can move in front of the camera to see if it makes a new motion event.\nCustomer: I'm not in front but I can open the garage door to check \nHuman Agent: Alright, I just synced and restarted the camera. It should take a couple of minutes to reboot and reconnect. You may want to test when you are with the camera so that you can set off a motion event. Also, make sure that the app is closed when you test the motion event to see if you get a notification. Then you can open the app to look for an event.\nCustomer: I'm here now and did get a notification \nHuman Agent: Okay, that is good. So that means the sync and restart helped with that camera. I would recommend keeping an eye on it to be sure that you still continue to receive new motion events for that camera."]
["Customer: The camera is missing motion from the side that is recording. I just watched a mailman go unnoticed by the camera with the 10 second”smart recording”.\nCustomer: It is under cloud service.\nCustomer: Cloud recording detection area not recognized.\nCustomer: Representative assistance.\nCustomer: The camera is missing motion from the side that is recording. I just watched a mailman go unnoticed by the camera with the 10 second”smart recording”. This camera labeled west St garage is under cloud service.\nHuman Agent: There are some things that impact motion alerts. There's a 'cool down' period between motion alerts, so not every event prompts a notification so if there was another recent event, the camera may not make a new event or send a notification.\nCustomer: ???\nHuman Agent: There are some things that impact motion alerts. There's a 'cool down' period between motion alerts, so not every event prompts a notification so if there was another recent event, the camera may not make a new event or send a notification.\nCustomer: What a bad service. I would like to suggest a recording update that auto erases but prompts every motion.\nI feel like it was a waste of money if the cameras can’t do a simple doorbell action.\n\nCustomer: Thank you for responding so promptly!\nHuman Agent: You're welcome. Do you have any other questions about the events? Or anything else with the cameras or the app?"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Agent\nCustomer: Hello\nCustomer: Agent\nCustomer: There is none as i did not know if it was working\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: My cameras are not picking up live. They stopped in april which It’s not a big deal because I don’t use them until I go away for the winter but now here I am getting ready to go away and they’re not working. I cannot make out on the website whether or not I’m due to pay and that’s the issue or if it’s something else, but there’s always an issue every winter with this and I am very frustrated.\nCustomer: Can you please look at my account to start with?\nHuman Agent: Okay, right now on my end its showing all of the cameras are offline. When you look at the lights on the cameras right now what color are they and are they flashing or solid?\nCustomer: Blinking blue\nCustomer: For the Furnace one anyways the other front porch one I’m not sure I can’t be in two places at once\nCustomer: So, to confirm, my subscription is paid\nCustomer: How do we confirm that they are hooked into the correct Wi-Fi?\nHuman Agent: Once the cameras are connected there's not a way to tell what network they are connected to unless they are online, you would check the router itself to see what devices are connected. Based on the light pattern though that tells me they are indeed offline. A few things we can try to do first is to unplug and plug in the cameras to see if they come back online, if that doesn't work then try rebooting the router, if they still only flash then the next step would be to go through the setup with the cameras to try and connect them. \nCustomer: How are they going to show as far as the name of them if they’re on my router?\nHuman Agent: Currently you have 3 cameras subscribed, the subscriptions is only for recording purposes though and shouldnt have any bearing for the cmaera being online or offline unless they are far away and getting poor signal from the rotuer.\nCustomer: They are not too far away because we had a stronger router and it actually has boosters so that’s not the issue\nCustomer: So I should try unplugging and plugging back in first\nCustomer: That didn’t help. It turned green and now it’s back to blinking blue.\nHuman Agent: That's difficult, it would not say the model or the brand it can be random what the name shows on the router. You would just try to discern the known devices in the home from the unknown, when the cameras are unplugged it also would show if the devices were connected or not on the router settings typically, if it does not you can after unplugging the cameras also reboot the router then see what devices are not on the list, then plug the cameras in and once online check the routers device list again to see what devices show again to find the new ones that pop up. This only works when the cameras are online though and they are not online right now.\nHuman Agent: Did you only reboot the cameras or did you also reboot the router?\nCustomer: Why is it so difficult?\nCustomer: I rebooted the cameras, but I already rebooted the router for something else a month ago and they’re not connected then because they haven’t worked since April\nCustomer: I’m trying to see which one would be off-line because I have a list of off-line ones but I need some idea of how do I tell what is the cameras?\nHuman Agent: Last month did you only unplug and plug in the router or did you reset the rotuer at all?\nCustomer: I unplugged it and plugged it back in\nHuman Agent: Okay, I would like for you to do that again today, if the cameras still only flash and dont come online after the rotuer comes back up then we would go through the setup.\nCustomer: Let’s just go through the set up\nCustomer: I’m working remote and I cannot be undoing my router\nHuman Agent: You have to do the setup at the location with the cameras, are you there currently?\nCustomer: I’m in the house do I need to physically be by the camera?\nHuman Agent: You will need to be in front of the camera for the setup yes.  The setup the cameras use is the QR setup.\nHuman Agent: Here are the directions for that setup.\n 1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\nCustomer: Let me go to it\nHuman Agent: Okay.\nCustomer: Ok in front of one of cameras\n\nHuman Agent: Here are the directions for that setup.\n 1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\nCustomer: We have both 5g and 2.4 how do I know which one they are hooked to and do they work on either\nHuman Agent: The cameras will only work with the 2.4GHZ network, they will not connect to 5GHZ networks. \nHuman Agent: They are also not connected to any network, they are offline.\nCustomer: OK, but I was wondering if the issue is that it’s trying to pick up on the 5G\nCustomer: I’m not able to just leave it on 2.4 because I need 5G for other things is the camera smart enough to pick that up what it needs\nCustomer: OK let’s try resetting that’s the best I can do right now and I have a minute in which to do it and I’m in front of the camera\nHuman Agent: Sometimes that can be an issue if the network is prioritizing the 5GHZ network, but you would see the camera try to connect and fail, it would flash blue, green and blue but not connect when you do the setup. \nHuman Agent: Do you mean the setup? you cant reset cameras that are offline. \nCustomer: I have the Furnace one working I will try and do the other one now. Can you tell me when this is going to renew for the $99 for the year and is that the cheapest there is for the three devices of which I’m only using two to have a continuous live feed\nHuman Agent: Your subscription is going through apple for the processing, to check when it will renew and the billing info you would go into your apple settings, tap your apple account, click subscriptions and it will show the renewal date and billing info there. \nCustomer: I am\nCustomer: I was trying to figure out my Apple thing but that’s not working so I’ll tackle that later. Do you see one camera online and one off-line at this point?\nHuman Agent: I see 4 cameras on the account, of those 4 only the Furnace is online currently. \nCustomer: So basically, I have to go through the same thing for each camera\nCustomer: I just want to confirm that, so I don’t screw anything up for the one. I already have online now.\nHuman Agent: Yes, that is correct.\nCustomer: OK then I think I’m all set. Thank you for your help.\nHuman Agent: You can check the online camera by clicking on it live if you would like. \nHuman Agent: Thank you as well, have a great day."]
["Customer: Troubleshooting\nCustomer: 1 camera is not working just says trying to  establish a connection \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd19g1hc17820\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?"]
["Customer: Customer service \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Took the camera down put it next to the router \nStill will not connect\nHuman Agent: Okay, What color are the lights on the camera and are they solid or flashing?\nCustomer: Solid blue\nCustomer: I have uninstall and reinstall \nNothing works\nHuman Agent: Okay, if the camera is a solid blue that means its connecting to something, I would like to look up this device to see if its getting internet or not, Can you send me the cameras ID number? it will be on the sticker and start with ZMD. \nCustomer: D/static_file/1fe1f8ce38_1_20241210143234.jpg\nHuman Agent: I got the picture, let me look up this device now, one moment. \nHuman Agent: Okay, I looked it up, it seems this camera is telling me it is offline right now, when you look at the lights are they still solid blue?\nCustomer: Yes \nHuman Agent: Now its telling me its online.\nCustomer: I have had issues with this camera from day one\nHuman Agent: Can you try to view this device live? its on the account as CH8. \nCustomer: Nothing\nHuman Agent: Its offline again.\n\nHuman Agent: Is the light still a solid blue?\nCustomer: Can't we just swap it out for a new one\nCustomer: Yes it is\nHuman Agent: Based on the response, and the camera staying a solid blue but still dropping offline, I think what the issue is is not with the camera itself because it is not disconnecting from the network, if it was doing that it woudl flash green, I think its actually an issue with the network its conencted to.\nHuman Agent: I think when you are going to click live on the camera, it is then losing the internet despite being connected to the network, Can we try rebooting the router? if it still does this when it comes back online then it may be that there is not enough upload speed for the amount of cameras you have at this location or an issue with the router itself possibly. \nCustomer: Still there or do I have to start this all over again \nHuman Agent: Im here\nHuman Agent: Did you see my messages above?\nCustomer: Not the network. ALL other cameras are working\nCustomer: EVERYTHING on the network is working \nCustomer: Can person call me\nHuman Agent: Yes, it can be an issue, if you have many devices on the network it can matter for this specific network issue.  Each device is using a certain amount of Upload speed, the router assigns this and this device may not be getting allot if, its a bit hard to explain but not all devices are being assigned equally by the router its like they are in a line and this one is last and is not getting enough food. \nCustomer: BS\nHuman Agent: Sure, For calls we do it by scheduling, I will send you the call scheduler so we can troubleshoot easier and explain over the phone. \nHuman Agent: Sent it now, let me know if you have any trouble filling it out. \nCustomer: 303-809-9672"]
["Customer: Why my camera only records movement but no sound \nHuman Agent: Hello, my name is Grant. The cameras on your account are the Zmodo 1080p Indoor/Outdoor Wi-Fi cameras. Those cameras do not have 2-way audio features. That is why the microphone and speakers are greyed out on your app."]
["Customer: Support number\nCustomer: Mira\nCustomer: I have 6 cameras and only 3 is working and I am not home I have them setup in my other house\nCustomer: I need support\nCustomer: Kylie\nCustomer: Hi\nHuman Agent: Hello, We will be closing at 6PM central time which is in 10 minutes. I can follow up via email if you prefer, Send a callback scheduler so you can schedule a callback for tomorrow or we can just chat until 6PM what would you like to do\nCustomer: Ok I guess I can call tomorrow \nCustomer: It's not going to take 10 mins\nHuman Agent: We dont have an inbound phone number, all our calls are done via outbound\nCustomer: So the support is online\nHuman Agent: I can send you the call scheduler now for you to schedule your call though for troubleshooting that's no problem\nCustomer: I will try tomorrow \nCustomer: Real quickly \nCustomer: I have 6 cameras and only 3 are working \nHuman Agent: No we have chat support, email support, and phone support but like I mentioned all the calling is done via sceduler, I would highly recommend sceduling now before the timeslots fill up tomorrow\nCustomer: All my outdoor cameras not working\nCustomer: Ok how about 4 pm\nHuman Agent: Okay, on my end it shows 3 of the cameras are offline, I know earlier you said you were not with the cameras, to troubleshoot more in depth we would have to have youa t the location to see what the lights are doing on the camera in order to know what the issue may be and troubleshoot with you properly\nCustomer: Yes I am far from the cameras so I can't reboot them\nHuman Agent: That's unfortunate, are you going to be there tomorrow? We form our end also cant reboot them remotely while they are offline as they are disconnected from the internet right now. \nCustomer: Not at the location \nCustomer: It's 5 hrs away\nCustomer: It's circling showing offline\nHuman Agent: thats unfortunate, we wont really be able to troubleshoot with you and the devices properly unless you or someone else is there, those 3 cameras are indeed offline right now.\nCustomer: All 6 was doing that and thrn 3 cane back\nCustomer: Ok but I am paying for all 6\nCustomer: It's 6 so I guess I am have to wait\nHuman Agent: Its possible that the cameras have not reconnected, if thats the case a reboot of unplugging and plugging them in may help to get them to reconnect easier, otherwise if the rotuer itself is having a bit of trouble you may want to reboot the router by unplugging it and plugging it back in then reboot the cameras\nHuman Agent: but thats something you would have to do at the location unfortunately\nCustomer: I will try that\nCustomer: Remotely \nCustomer: Thanks\nHuman Agent: Okay, should you have any trouble please feel free to contact us again, Thank you as well, have a great night\nCustomer: Bye\nHuman Agent: Farewell"]
["Customer: HABLAS ESPANOL\nCustomer: Agente\nCustomer: 1\nCustomer: Gracias\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Hablas español \nCustomer: Holaaaaaa\nCustomer: Yuuuuuujuuuu\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?\nCustomer: Hola Kylie muchas gracias\nCustomer: Mira tengo 2 camaras una de ellas dejo de grabar y se me hizo fácil  presionar botón de reactivar y no puedo grabar nada y están licencias color verde\nCustomer: Tu me puedes ayudar\nHuman Agent: ¿Las luces de la cámara son de color verde fijo o solo parpadean en verde? ¿También cambiaste recientemente tu nombre, contraseña o enrutador de wifi?\nCustomer: Están verde parpadeando\nCustomer: No pienso que hay que reactivarla otra ves\nCustomer: Pero no se entrar donde te pide tu contraseña  de interney\nHuman Agent: Cada vez que cambie el nombre, la contraseña o el enrutador de wifi para volver a conectar la cámara, deberá volver a realizar la configuración. ¿Has intentado realizar la configuración?\nCustomer: No se hacerlo\nCustomer: Mira hija yo no tengo mucha experiencia en esto soy una persona de 65 años  y disculpa pero para mi es muy complicado por eso te molesto para que me guies\nHuman Agent: \nParece que las cámaras pueden usar Zink o la configuración del código QR. Le enviaré las instrucciones para ambas configuraciones para que las pruebe. Sin embargo, primero intente realizar la configuración del código QR.\nCustomer: Y donde esta ese  código QR\nHuman Agent: 1.Verifique la compatibilidad de la red:\n\nAsegúrese de que la red WiFi esté funcionando en la frecuencia de 2,4 GHz y que el teléfono con el que está realizando la configuración esté conectado a esa red, ya que esta es la red a la que se conectarán las cámaras.\n\n\n\n2.Acceda a la configuración del código QR:\n\nAbra la aplicación y vaya a la página de inicio. Toque el signo más ubicado en la esquina superior derecha, luego seleccione la opción Código QR.\n\n\n\n3.Iniciar la instalación:\n\nToque \"Iniciar instalación\" o \"Siguiente\" en la parte inferior de la pantalla para comenzar el proceso de configuración.\n\n\n\n4.Ingreso de contraseña de WiFi:\n\nSiga las instrucciones en pantalla. La aplicación le pedirá que ingrese su contraseña de WiFi. Recuerde que la contraseña distingue entre mayúsculas y minúsculas.\n\n\n\n5.Generar código QR:\n\nDespués de ingresar su contraseña de WiFi, toque \"Siguiente\" y aparecerá un código QR en la pantalla.\n\n\n\n6.Coloque la cámara:\n\nAlinee la lente de la cámara con el código QR que se muestra en la pantalla de su teléfono con aproximadamente 8 pulgadas de espacio entre ellas. La cámara leerá automáticamente el código QR.\n\nHuman Agent: \nObtienes el código QR desde la propia configuración.\nHuman Agent: Configuración de zinc\n1.Verifique la compatibilidad de la red:\n\nAsegúrese de que la red Wi-Fi a la que desea conectar la cámara esté funcionando en la frecuencia de 2,4 GHz.\n\n\n\n2.Acceda a la configuración de Zink:\n\nAbra la aplicación y vaya a la página de inicio. Toque el signo más ubicado en la esquina superior derecha, luego seleccione la opción Zink.\n\n\n\n3.Iniciar la instalación:\n\nIngrese la cantidad de dispositivos que está intentando configurar, toque la marca de verificación o Siguiente.\n\n\n\n4.Conexión al ZMD_SAP\n\nToque \"Toque aquí para comenzar la configuración\" y siga las instrucciones en pantalla. Es posible que el teléfono le advierta que esta red no tiene Internet.\n\n\n\n5.Ingreso de contraseña de Wi-Fi:\n\nLa aplicación le pedirá que seleccione o ingrese su nombre de Wi-Fi (SSID) e ingrese la contraseña de Wi-Fi. Recuerde que el Wi-Fi y la contraseña distinguen entre mayúsculas y minúsculas.\nCustomer: Mira abro la aplicación me aparecen los cuadros de cada cámara. Y luego abajo dice Explore,Devices,My Properties My Account\nCustomer: Es Para  buscar el QR\nHuman Agent: Irías al área del dispositivo y luego presionarías Plus desde allí.\nCustomer: Que le llamas tu área de dispositivos\nHuman Agent: Es el área donde puedes ver la lista de todos tus dispositivos, es decir, el área de dispositivos.\nCustomer: Ya intente la contraseña de mi WiFi y no se conecta"]
["Customer: My zmodo camara is not connecting to the WiFi \nHuman Agent: Hi my name is Wendy.  Camera named Rudje shows offline.  Is this the camera you are needing help with?\nCustomer: Yes\nHuman Agent: What color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: It's flashing green \nHuman Agent: QR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the phone app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: OK thanks for your help \nHuman Agent: You're welcome!"]
["Customer: Im trying to hook my cameras back up amd I am having trouble. I resubscribed and selected the cameras. Im not gett8ng anything. They haven't been used in 2 years\nHuman Agent: Hi my name is Wendy.  the 7 cameras connected to this email show offline.  The cameras need to be online in order to record footage.\nHuman Agent: What color are the indicator lights on the cameras? and are the lights blinking or solid?  The red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid.\n\nCustomer: Lights are blinking blue.  How do ai get them back online? I dont have the scan cards anymore\nCustomer: Now they are blinking green\nHuman Agent: meShare QR code setup instructions:\n\nIf the indicator light on the camera is blinking green, it is ready to be setup.  For the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\nTap the \"+\" icon on the app home screen in the top right. Please scan the attached QR code when it asks for your startup guide.  Follow the in-app instructions to complete setup.\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nHuman Agent: D/static_file/b1c779897b_1_20250219160049.png\nCustomer: D/static_file/e8ca321fc6_1_20250219160521.jpg\nCustomer: How do I scan when it's in the messages here?\nHuman Agent: This is the QR code you would want to use.  I will attach it again.\n\nYou can back out of chat to setup the cameras.  We will stay connected for 7 minutes without activity.\nHuman Agent: D/static_file/40eb3d8320_1_20250219160642.png"]
["Customer: Mis camaras dejaron de funcionar y no las puedo reiniciar\nHuman Agent: Hola, gracias por contactar al servicio de asistencia. Mi nombre es Dillon. ¿Cuál es el ID de la cámara en la que estás intentando trabajar? El ID debe estar en una etiqueta en el dispositivo o en su soporte, no tendrá guiones y, por lo general, comenzará con ZMD o GSG."]
["Customer: Set up\nCustomer: can not add my camera to the system\nCustomer: -1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What are the IDs of the cameras you're trying to add? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: I purchased a system and have 1 camera hooked up to the system and want to add more camera, I have followed the instructions and can not get the camera added.\nHuman Agent: What are the IDs of the cameras you're trying to add? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: modZKB-BFS23NM\nCustomer: ZKB-BFS23NM\nHuman Agent: That is not the ID. The ID  will generally begin with ZMD or GSG.\nCustomer: ZMD12K168264655\nCustomer: it is a system with 8 cameras but I have only been running 1, now I want to add more but I am unable to get the system to acknowledge them\nHuman Agent: In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\nCustomer: I have previously done all the above, had the phone, camera, and base unit side by side. it does flash blue, at least twice but both times it goes back green\nCustomer: Then times out\nCustomer: never do I see it add a device\nHuman Agent: Did you have a drop down menu to select your wifi network's name or did you have to type it in manually?\nCustomer: each time I have to add it manually\nCustomer: first connecting to the sap, and then switches to the wifi, and I have to enter the name and password \nHuman Agent: Please screenshot the network name after you've entered it in and the network name from your wifi settings to send here. When you're entering them in, they must be exact and must be 2.4Ghz. \nCustomer: what happened?"]
["Customer: Troubleshooting\nCustomer: How can I resolve a solid green light issue? I've turned the power off twice and it hasn't resolved the issue \nCustomer: It's in the attic and not possible for me. Is there something else I can try?\nCustomer: I can't physically unplug the cord\nHuman Agent: The light should be solid green when you first plug it in, but if the light does not change after a minute, then it is a power issue. You would want to check the outlet that the camera is plugged in. Also plug it in directly to a wall outlet and not an extension cord or power strip.\nHuman Agent: If it still remains solid green, then you would want to try a different, known working, power adapter.\nCustomer: Ok. Thanks \nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: My camera aren’t working. Refreshing app and everything doesn’t work \nCustomer: Checked all of that. Need help your end it has done this before and I use to call and y’all help me over phone \nHuman Agent: Hi my name is Wendy.  \nHuman Agent: What color are the indicator lights on the cameras? and are the lights blinking or solid?  The red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid.\n\nHuman Agent: Cameras named room, back, front, and kitchen are the cameras you are needing help with?\nCustomer: Don’t see green or blue \nHuman Agent: Cup your hands around the lens of the camera.  The indicator light is inside the lens.\nCustomer: Yes pla \nCustomer: Pls\nCustomer: I believe it’s solid green \nCustomer: Blinking green now \nHuman Agent: Blinking green means the camera is in setup mode.  You will need to setup the cameras to get them online\nHuman Agent: Zmodo ZINK setup instructions:\n-First go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n-Then turn off mobile data for your phone.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup. Please remain within 5 feet of the camera for the entire process.\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have a tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.  Follow the in-app instructions to complete setup.\n\nCustomer: Ok will try that thanks \nHuman Agent: You're welcome"]
["Customer: I’m trying to connect to a new router.  I do not see an option on changing network and password\nCustomer: I do not remember what I did\nCustomer: Where do I find information on initial setup\nHuman Agent: Hi my name is WEndy\nCustomer: Initial setup process\nHuman Agent: are you wanting to setup the doorbell camera ZMD11JG48201268? Gleeson Home\t\nCustomer: Yes\nCustomer: I have a new router and want to add the camera to the betwork\nHuman Agent: Is the indicator light on the camera blinking green?\nCustomer: yes\nHuman Agent: Zink doorbell setup:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup. Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step."]
["Customer: Got disconnected!   phone 541 517-9798\nCustomer: Agent\nCustomer: Troubleshooting\nHuman Agent: How can I assist you?\nCustomer: Problems with Live Chat. Have 2 ZMODO units. One quit working month or two ago. front outside unit problems. Unable to log in. Was in, but now getting error message that my login is in error.\nHuman Agent: You are trying to log in to your Zmodo account? What email address or phone number are you trying to log in with?\nCustomer: bberg@ppsh41.com\nHuman Agent: Alright, and what is the message that you get when you enter the password to log in to the app?\nCustomer: Wrong verification.   got in a little bit ago with my verification, but previously and now unable.\nHuman Agent: Are you trying to log in on the web app?\nCustomer: Just got in with my password. It's the app on my PC, not my handheld.\nHuman Agent: Because that means you have the wrong 4-digit code entered from the captcha.\nCustomer: Had changed the code and got in. but other unit seems to be dead.\nHuman Agent: You have one camera that is offline. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Plugged in, no light.\nHuman Agent: Can you cover the front of the camera to block any light to the camera lens and the light sensor? Then can you tell me if the infrared lights for night vision turn on?\nCustomer: Nol iight \nHuman Agent: Alright, if the infrared lights do not turn on when there is no light getting to the camera, then there potentially a power issue. Is the camera plugged in to an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: Did both\nHuman Agent: Okay, so right now, is the camera plugged in to an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: Power strip\nHuman Agent: Alright, then can you try plugging it in directly to a wall outlet? If there are still no lights in the camera, then you will want to try using a different power adapter. The camera uses a 5V1A power adapter with a micro-USB connector. You can use any adapter that matches those specifications, but the adapter from the working camera would be good since we know it works to power the cameras.\nCustomer: No change with other cable.\nHuman Agent: Then that would indicate an issue with the camera. The cameras would have a 1 year warranty if purchased new from us. If you purchased it in the last year, then you can go to https://www.zmodo.com/rma/ to fill out the warranty form for the camera if you would like to.\nCustomer: Have to check when I bought it. Believe it is less than a year. Seems like I have to re-install it on on my handheld. Can only access it from the PC saved view option.\nHuman Agent: You would want to log in to the app on your phone with the same email address and password as you use to log in on your computer.\nCustomer: Will try. thanks.\nHuman Agent: You're welcome."]
["Customer: Reset\nCustomer: Please reset my camera\nCustomer: Help with reset process\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this camera currently online?\nHuman Agent: If it is offline then it cannot be reset remotely at all. If it is offline though you wont need to and will just have to go through the camera setup to reconnect it again."]
["Customer: Audio\nCustomer: How to turn on audio\nCustomer: Which zmodo device does not support audio\nHuman Agent: Hello, my name is Grant. The cameras on your account are the Zmodo 1080p Outdoor Wi-Fi camera. Those cameras do not have 2-way audio features, so there is not a microphone on the cameras."]
["Customer: unable to connect camera to network and it is not showing connection \nCustomer: Light is red and still blinking \nCustomer: who should I reached out too to get assistance\nHuman Agent: Hi my name is Wendy.  The camera you are wanting to setup, is it new? or has it been setup before?\nCustomer: it have been set up before \nHuman Agent: What is the device ID on the camera?\nHuman Agent: The device ID will be listed on a sticker on the camera and will start with ZMD or GSG\nCustomer: GSGS001C\nHuman Agent: There should be another block of letters/numbers could you also provide that?\nCustomer: 44615\nHuman Agent: There may be a typo.  GSGS001C0044615 does not pull up any info.  Could you please check for typos or attach a clear picture of the ID?\nCustomer: yes one second\nHuman Agent: ok\nCustomer: D/static_file/e0d8750155_1_20241108105157.jpg\nHuman Agent: GSG5001C0044615 thank you.  What is the brand of this camera?  If it is not listed on the side of the camera please check your receipt where it was purchased.  It will be listed on the receipt.\nCustomer: I am looking for the box\nHuman Agent: ok\nCustomer: I cannot find it\nHuman Agent: Did you purchase the camera on Amazon?\nCustomer: yes a while ago\nHuman Agent: login to your amazon account, find the order.  It will list the camera brand\nHuman Agent: The brand may be Zmodo, Rraycom, Elecctv, or Goaofoeoi\nCustomer: on sec I am looking in Amazon"]
["Customer: 为何软件更新好久还没成功\nHuman Agent: 您好，感谢您联系支持人员。我叫狄龙。摄像头的指示灯当前是否呈蓝色常亮？"]
["Customer: Troubleshooting\nCustomer: My outdoor wifi Zmodo camera won't stay connected to the wifi\nCustomer: -1\nCustomer: Tried those things already \nCustomer: Need help\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Agent\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I purchased 8 new wifi cams. 4 indoor 4 outdoor. All but one if them stays connected. The others work fine, but this one won't stay connected no matter what I do or how close it is to the router. I've done all the suggested troubleshooting tips and nothing has worked. ZMD19i2ih402936\nHuman Agent: That camera is showing online right now. Can you tap on Live for that camera and tell me what you see?\nCustomer: I can see its connected at the moment. The problem is it won't stay connected. And the only reason why its connected at the moment is because it's about 5ft from the router. I need it downstairs and outside. \nCustomer: I can go plug it up downstairs in the kitchen to test it. That's closer to where it will be \nHuman Agent: Oh, alright, I apologize, you said it would not connect no matter how close it is to the router, so I misunderstood. You can plug it in where you want it and we can see what lights in the camera you see.\nCustomer: Ok. Yea I just moved it. \nCustomer: So it connected at first, now its not connected and its just making a clicking sound. \nHuman Agent: What light do you see in the camera?\nCustomer: It goes back and forth from solid green, then clicks and starts flashing green. \nHuman Agent: And then it changes back to a solid green from the flashing green?\nCustomer: Correct \nCustomer: Every click it will change sequence. \nHuman Agent: That indicates a power issue since the camera is rebooting. Is the camera plugged in to an extension cord or a power strip?\nCustomer: Nope directly into the wall outside. This is a new home and all outlets have been inspected. \nCustomer: And it happens in multiple locations \nCustomer: Never plugged into a extension cord \nHuman Agent: Are you using the same power adapter as you were using when the camera was online? Because the camera is not getting power to stay online when plugged in here, but it was when you had it plugged in close to the router.\nHuman Agent: Can you try a different power adapter?\nCustomer: I'm testing now on inside outlets \nCustomer: This cord is built into the camera \nCustomer: I see what your saying, yes same cord/adapter \nCustomer: All the other cams are currently installed, I can't use their adapters\nHuman Agent: There is a micro-USB connector a few inches down the wire from the camera. The power adapter cord plugs in to the camera there.\nCustomer: I can try to find something else \nHuman Agent: The camera uses a 5V1A power adapter. I would recommend trying an adapter from a working camera, if possible, since we know those adapters are working.\nCustomer: That wouldn't be possible \nCustomer: I found another adapter that fit\nHuman Agent: Just because the connector is the same, does not mean it will provide the same amount of power. So you may want to check that it is a 5V1A power adapter.\nCustomer: The one I found in 5V2A\nCustomer: Still won't stay connected \nHuman Agent: 5V2A is fine for the camera. A higher amps is okay.\nHuman Agent: Alright, if it is still doing the same thing, then it may be an issue with the outlet that the camera is plugged in to since it was working when plugged in to a different outlet.\nCustomer: Ok, I just moved in to a different outlet.. \nCustomer: Not connecting at all\nCustomer: Solid green \nHuman Agent: If it is still solid green, then I would recommend trying a power adapter from a working camera. If it still does not work, then you may want to replace the camera. The cameras would have a 1 year warranty from the date of purchase.\nCustomer: Can we go ahead and start a warranty ticket? I can't use the other power cords they are mounted and in-use. \nHuman Agent: You would go to https://www.zmodo.com/rma/ to fill out the RMA form.\nCustomer: Ok\nHuman Agent: Do you have any other qeustions?\nCustomer: No thank you I just filled out the form \nHuman Agent: Then our RMA Department will be in contact with you."]
["Customer: I’m trying to add a camera device but it doesn’t work. My WIFi connection is good, the wifi password is correct but I can’t seem to ad a device. The camera doesn’t read the QR code nor can I add it with the Zink mode\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.\nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nHuman Agent: Are you trying to setup ZMD13EA83289571 named Viajera?"]
["Customer: Troubleshooting\nCustomer: I have a camera that seems to consistently shuts off\nCustomer: Yes\nCustomer: Call back\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the name of the camera you're having trouble with?\nCustomer: Not sure 2 are offline"]
["Customer: my beam is always buzzing and is solid green. How do I fix that?\nCustomer: Joe to reset beam to factory \nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.  What is the device ID listed on the beam?\nHuman Agent: The ID will most likely start with ZMD\nCustomer: Beam is buzzing and solid green \nHuman Agent: What is the device ID listed on the beam? The ID will most likely start with ZMD"]
["Customer: My internet went down and now I can't get my cameras to reconnect \nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Can I talk to someone who can walk me through this \nCustomer: Can I verbally talk to you \nCustomer: -1\nCustomer: I need to talk to someone \nCustomer: The lights are sold green \nHuman Agent: Hello, you've reached customer care, my name is Kylie If the lights are a solid green that means tis having either a cord, outlet, or camera issue. Have you tried plugging it into another outlet to see if it goes from solid to flashing at all? its not normal for cameras to stay solid green, they should go from solid green to flashing after its plugged into power."]
["Customer: my cameras show off line\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Is the NVR's power light currently on?"]
["Customer: Troubleshooting\nCustomer: my camera is blinking red in the indicator light\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera you are trying to setup or a camera that was setup or used in the past?"]
["Customer: i'm trying to update my cameras but they will not update.\nCustomer: can I speak with someone by phone?\nCustomer: Agent\nHuman Agent: It looks like several of your cameras are offline and they would need to be online in order to be updated. Are you there with the cameras to troubleshoot them?\nCustomer: I only have 4 cameras connected\nCustomer: Grant are you there?\nHuman Agent: It looks like the cameras that are online are up to date and it is offline cameras that are showing they need an update.\nCustomer: Do I need to update all the cameras\nHuman Agent: You can only update online cameras. If the cameras are offline, then they cannot be updated.\nHuman Agent: And you do not have to update the cameras if you do not want to."]
["Customer: Customer service\n\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?\n\nCustomer: My front camera once again stopped giving me notifications. I have checked all the settings in my phone and have already unplugged/plugged back in camera and nothing \nCustomer: A couple days ago one of your service people had to reset the camera from your end for it to work for about 12 hours then stopped\nHuman Agent: Do you see the events under the events tab on the app for that camera? \nCustomer: Those stopped at 624am but there’s been motion \nHuman Agent: Okay \nHuman Agent: Are you able to walk infront of it? \nCustomer: It’s up high I can’t \nCustomer: If you can reset it if it don’t give me motion I can contact you again \nHuman Agent: Okay \nHuman Agent: I synced and rebooted it. If it keeps happening please let us know\nCustomer: I will thank you!\nHuman Agent: I hope you have a great day!\nCustomer: There’s motion in front now and it’s not telling me\nCustomer: Hello\nHuman Agent: Are you able to change the account password? \nCustomer: Yes\nHuman Agent: Please change it to abcd1234\nCustomer: Ok password changed\nHuman Agent: Thank you \nCustomer: Yes\nCustomer: You asked me to change password I did so I thought you were doing something on your end\nHuman Agent: Yes I am checking for alerts sorry for the delay \nHuman Agent: And this is the only camera having the issues \nCustomer: It’s the only one I’m using currently \nHuman Agent: Okay \nCustomer: Are you resetting the camera?\nHuman Agent: Yes I see the SUV, I am trying to see if it triggers an alert. \nHuman Agent: Okay I just got one did you get anything? \nCustomer: Yea I did\nHuman Agent: Okay if it keeps happening it might be worth trying to swap the camera with a different one to see if its the camera or the location. \nCustomer: Ok \nHuman Agent: I am signing out\nHuman Agent: Please change it to something more secure."]
["Customer: I would like to set up my Doorbell camera \nHuman Agent: ZMD14GWHA000043 doorbell named gloria?  What color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: My door bell rings , the color is green. I need to activate the security camera.  What is the monthly amount for you to turn on.\nHuman Agent: Is the green indicator light blinking green or solid green?\nCustomer: Blinking green \nHuman Agent: QR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\nCustomer: Okay"]
["Customer: Agente\nCustomer: Agente \nCustomer: Ok gracias \nHuman Agent: \nHola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?\nCustomer: Llevo 3 días sin servicio en la.camaraa\nCustomer: Solo me funciona xon wifi\nCustomer: Las volvi a cconectar y no funcionan\nHuman Agent: Actualmente tienes 2 cámaras en línea, una cámara llamada cámara 4 está fuera de línea\nHuman Agent: \n¿Puedes hacer clic en vivo en cada una de las cámaras y verlas en vivo ahora mismo?"]
["Customer: Agent\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: I wondering why the camera that I have the premium subscription didn’t capture someone stealing from my house last night. There was not video and the stills were very blurry. Sadly this isn’t the first time the camera didn’t capture something important. \nHuman Agent: Which camera on your account are you trying to view the footage from? What do you see when you tap on Playback for that camera?\nCustomer: It’s camera 01: Driveway\nCustomer: D/static_file/47a75e296c_1_20241101092412.png\nCustomer: D/static_file/6e524ba24b_1_20241101092417.png\nCustomer: D/static_file/d5526eb42d_1_20241101092425.png\nHuman Agent: Can you tap on Playback for that camera?\nCustomer: These are the only frame it captured luckily my other camera captured video but it still wasn’t HD video \nCustomer: Playback only shows still frames during that moment \nHuman Agent: Can you send a screenshot of what you see on the app when you tap on Playback?\nCustomer: D/static_file/757eecf83d_1_20241101092742.png\nCustomer: D/static_file/e6c784187f_1_20241101092808.png\nCustomer: D/static_file/5f67288c91_1_20241101092911.png\nCustomer: This is the view from the other camera that got video \nHuman Agent: Thank you. That means that it is recording. There are some things that impact motion alerts. There's a 'cool down' period between motion alerts, so not every event prompts a notification. The camera's alert system relies on frame comparisons; significant changes to the image are more likely to trigger an alert, minor movements may not trigger alerts. So it looks like it was recording, but the movement may not have been sufficient to trigger a motion event.\nCustomer: That’s not reassuring to me. I left candy out for kids trick or treating and she ran up to my house and grabbed the entire bowl and ran off back into their vehicle and it was barely captured. The fact that the camera without the premium subscription did better convince me that I don’t need to pay for a the subscription. A few months back the same\nCamera barely captured some kids breaking into my wife’s car. It’s been 7 years since I’ve had these cameras and to be honest it hasn’t been great. Maybe it’s time for an alternative because I don’t feel safe with these cameras especially have young children in the house. \nHuman Agent: The motion on the second camera you sent is much more significant than on the first camera. So it is much more likely to detect the motion. You can adjust the detection area to focus on the specific region of interest. This enhances sensitivity, ensuring more accurate alerts and recordings in those areas.\nCustomer: I already done that. Like I said I’ve had these for 7years and with each issue I’ve been adjustments per customer support recommendation and it doesn’t seem to get better. \nCustomer: Knowing that there isn’t anything that could be done but adjusting my camera detection area is all I need to move on. \nHuman Agent: The camera detects motion by comparing one frame to the next, so if there is not a significant enough change, it will not trigger a motion alert. So it is likely that the person in the frame of the first camera was small enough that it did not trigger a motion event.\nCustomer: Grant O, this has been a terrible assistance to a terrible situation. Your communication skills need improvement and the lack of concern is alarming, I stated I don’t feel safe with these camera since it wasn’t the first time something like this happened and all you suggested is to adjust my camera’s detection area. I hope t do get a survey to complete because I’m done with this company and these cameras. \nHuman Agent: We do not have a survey at the end of the chat, and I am sorry you have not had a good experience. I explained why the first camera likely did not trigger a motion event but the second camera did. There is no way other way to change the sensitivity of the motion detection, so I do not have another option to give you. I am not going to waste your time having you try different things that will have no effect on the motion detection."]
["Customer: Hello for some reason my cameras are not working \nHuman Agent: Hello, my name is Grant. There are a few different reasons the cameras on your account may be offline. First, have you changed your router, Wi-Fi name and password, or internet provider?\nCustomer: Ok thankyou I will try this which I have already tried most of this and they keep saying on the app trying to find a secure connection\nCustomer: No I have not changed anything"]
["Customer: talk with agent \nCustomer: The date is wrong say Feb 16th  and I can't see events?\nCustomer: live camera is working \nCustomer: tried checking time zone and that didn't fix it\nHuman Agent: That means that the time got desynced on that camera. You can tap on Live for that camera and then tap on the Gear icon in the top right corner. Tap on the three dots in the top right corner of the Device Settings screen. Then tap on Device Time Zone and change it to another time zone. Then tap on Device Time Zone and change it back. That will resync the time zone on the camera.\nHuman Agent: Then you can delete the events that have already been made at the wrong date and time."]
["Customer: Troubleshooting\nCustomer: I was working with someone, but when they told me to plug and reset the wifi it lost the chat. \nCustomer: Set up\nCustomer: What do I pick to set up again?\nCustomer: I talked to a live person when I set up, my son did it for me and a foster kids helped with cameras not working, both time while on the phone to someone there on your end. I have no idea what to do?\nCustomer: agent. \nHuman Agent: Did you restart your router? Is your Wi-Fi network back up and running from the router?\nCustomer: OK. Yes up and running. \nCustomer: I got the four cameras I could get to, one is block by to much snow. \nHuman Agent: Then that means that either your Wi-Fi extender is not connected to your router, your router is not giving your Wi-Fi extender internet access, or the Wi-Fi extender is not giving the camera internet access.\nHuman Agent: So you will want to doublecheck the Wi-Fi extenders and make sure they are connecting to the router. Also checking the router and Wi-Fi extender settings to be sure that there are not any paused or blocked devices and check security settings to be sure that nothing is being blocked from internet access.\nCustomer: That's what  the last person told me, they said I need to reset up all the camerras\nHuman Agent: No, I was the representative you were working with. I did not say that you would need to reset all of the cameras.\nCustomer: Three were working fine all the time until they all stopped at once. Not long ago, can you see when?\nCustomer: I don't understand. The new which was working with the cameras has the same password. \nHuman Agent: I can see the last seven days of online time, but the cameras appear to have been offline for at least the last seven days.\nHuman Agent: You have a new router?\nCustomer: Not recently. The one I have the cameras were working with. I do beleive that they were all going through the extender, because that was the easiest place to set up. The light turns blue, but I get no picture. I was working with a Mira. \nHuman Agent: Mira is the AI Assistant. My name is Grant and I took over the previous chat and introduced myself. You may have just missed that message. \nCustomer: Nope I got it, Mira said to request an agent. Are you going to help me now?\nHuman Agent: What we learned in the previous chat is that the camera is connected to your Wi-Fi extender. But the camera is not getting out to the internet. That could be because either your Wi-Fi extender is not connected to your router, your router is not giving your Wi-Fi extender internet access, or the Wi-Fi extender is not giving the camera internet access.\nHuman Agent: So you will want to doublecheck the Wi-Fi extenders and make sure they are connecting to the router. Also checking the router and Wi-Fi extender settings to be sure that there are not any paused or blocked devices and check security settings to be sure that nothing is being blocked from internet access.\nCustomer: I don't know how to make sure the wifi extender is working. The kids tell me it is, because they have a good signal. . I have put it by the router and waited for the lights to turn go, saying it's connected to the wifi.\nCustomer: I haven't blocked anything, everything was working, and then it wasn't!\nHuman Agent: The way to check if you extender is connected to the router or if there is a setting blocking it from internet access would depend on the router and extender. It could also be that the extender is making a Guest network and that is not allowing the cameras internet access. Or there could be a security setting that is preventing the cameras from getting internet access.\nCustomer: I use a chrome book to do things like this. I don't have my own smart phone that has a phone number. But it's connected to the wifi I think. I don't ever use it.  I look at the cameras with an app on my Chromebook.\nHuman Agent: That is fine. The issue would not be with your Chromebook. The cameras are connecting to a Wi-Fi network, but that Wi-Fi network is not giving the cameras internet access.\nCustomer: I am very roual.\nCustomer: OK how do I check that?\nCustomer: We need to reconnect the cameras to the internet. I never blocked them. Walk me through that please. \nCustomer: I did it over the phone with a foster kids phone the last time I reconnected them all. \nCustomer: Or connected new ones as well. \nHuman Agent: Unfortunately, I do not have any information about your Wi-Fi extenders or router to help you check the settings or be sure that the extenders are connected. If you want to connect the cameras to your router instead of the Wi-Fi extenders, then you can unplug the Wi-Fi extenders and do the QR Code setup to connect to your router's Wi-Fi network.\nHuman Agent: To set up the cameras to the router network you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: No footage for over three weeks!\nCustomer: -1\nCustomer: Connection is fine. Bill is paid\nCustomer: Why no footage since August 30?\nCustomer: No footage since August 30, 2024!\nCustomer: -1\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Speak with human please \nCustomer: Why have I no footage since August 30?\nHuman Agent: That is probably because your camera is offline, so it would not be able to record footage. Are you there with the camera to troubleshoot it?\nCustomer: Yes I am. \nHuman Agent: Alright, can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Shoot sorry! Minor family emergency. Will contact again later thanks\nHuman Agent: That is not a problem. Have a good day."]
["Customer: Troubleshooting\nCustomer: Camera not downloading update?\nCustomer: Further assistance needed\nCustomer: Agent\nCustomer: I noticed one of my cameras not working and required an update. It is nit updating to the newest version\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  What is the name you gave the camera on the account, I will look up its update details.\nCustomer: Back porch\nHuman Agent: Okay, that caemra right now is offline, when cameras are offline it will not update, it will try but fail every time as when a camera is offline its not connected to the itnernet and enver recieves the update properly. Can you get close to that camera and tell me what color the lights are on it and also if those lights are flashing, or solid at all. \nCustomer: Ok hang on\nHuman Agent: Okay\nCustomer: No lights at all and there is power to tge cord\nCustomer: Power to camera I don't know\nCustomer: This camera is the newest one I added\nHuman Agent: Okay, can you cover the camera, and make it as dark as you can then peak and tell me if any red lights come on or if the camera makes a clicking noise at all\nCustomer: Nothing\nHuman Agent: Okay, is this cord directly plugged into a wall outlet or is it plugged into like an extension cord or a power strip at all?\nCustomer: Direct and I checked the power already\nHuman Agent: Have you tried swapping this cameras cord with another working camera or another spare cord you may have around the house to see how it woudl react to that?\nCustomer: I have not yet\nHuman Agent: Okay, Please do that and once you plug the camera back in watch the lights closely to see if they react at all and also listen for any clicking when the camera is plugged in typically if its booting up it will test the IR lights which causes a slight click"]
["Customer: Troubleshooting\nCustomer: My front camera is not working can you help with this ?\nHuman Agent: Hello, thank you for contacting Customer Care. My name is Grant. There are a few reasons that the camera may be offline. Could you please unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?"]
["Customer: Troubleshooting\nCustomer:  My cámara works only plugged \nCustomer: How I can know if my cámara is wireless\nHuman Agent: Hello, you've reached customer care, my name is Kylie. All of our cameras are required to be plugged into power\nCustomer: I used my WiFi but even that my cámara doesn’t work \nCustomer: model:ZP4BH27-W\nCustomer: That one is my model \nHuman Agent: All of our cameras have to be plugged into power for them to stay online\nHuman Agent: the cameras have a wireless connection to the router, but they do still require to be plugged into power."]
["Customer: Audio\nCustomer: Hi i was wondering if i can activate audio \nCustomer: Set up\nHuman Agent: Hello, my name is Grant. The camera on your account is the Zmodo Outdoor 1080p Wi-Fi cameras. That camera does not have audio features on it."]
["Customer: Troubleshooting\nCustomer: My camera isn’t videoing & no sound \nHuman Agent: Hello, my name is Grant. The two cameras on your account are offline. That means that they are not connected to the internet, so they would not be able to upload video to your app. \nHuman Agent: There are several potential reasons they could be offline. Are you there with the cameras to troubleshoot them?"]
["Customer: Mi camara dice que se encuentra vinculada a otra cuenta \nHuman Agent: ¿Podrías darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD y debe estar en una etiqueta blanca en la cámara o en el soporte; normalmente está debajo de un código de barras.\nCustomer: ZMD16EQI7500819\nHuman Agent: Para comprobar el estado actual de la cámara, mire la luz indicadora que se encuentra en la cámara o en su interior. ¿Parpadea en verde o se ilumina en azul?"]
["Customer: Troubleshooting\nCustomer: One of my cameras will not update the firmware\nCustomer: it is not offline\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If you are having trouble updating a camera you may have to bring the camera closer to the router to do the update then move it back once its finished. \nCustomer: yes, the green light is flashing, how do I pair the device\nHuman Agent: If the camera is flashing green then it is not connected to the network.  You would go through the setup to connect it then you would be able to try the update. \n\nCustomer: ok how do i do that?\nCustomer: do i delete it from my dashboard\nHuman Agent: Looks like the main setup for the camera is the QR code setup. You do not have to delete the camera to go back trough the setup so that wont be needed. \nHuman Agent: QR setup directions: \n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code."]
["Customer: Not working\nCustomer: Troubleshooting\nCustomer: Not working\nCustomer: The cameras are not working \nCustomer: How do you change wifi\nCustomer: Can you send me set up procedure \nCustomer: Green\nCustomer: LED color is green\nCustomer: I need to change WiFi can you help me \nHuman Agent: Hi my name is Wendy. \nCustomer: Can you send me the set up procedure \nHuman Agent: Are the indicator lights on front door & house cameras solid green or blinking green?\nCustomer: Blinking green \nHuman Agent:  Zmodo QR code instructions:\n\nBlinking green means the camera is in setup mode.  After you setup the camera the indicator light will switch to solid blue.\n\n-First go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n-Make sure your phone is connected to 2.4GHz wifi.\n-The room you are doing setup in needs to be bright. Turn lights on, open blinds.  Your phone's display should also be bright, turn your display brightness level up.\n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nCustomer: I just need to switch the wifi\nCustomer: None of that worked\nHuman Agent: You went through the QR code setup process? where do you get stuck?\nCustomer: I have the Smartz app idk what your talking about zmodo\nHuman Agent: Smartz QR code setup instructions:\n\n-First go to your phone's settings for the Smartz app and make sure location is enabled while using the app along with precise location.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n-Phone display should be bright.  The room you are doing setup in needs to be bright too, open blinds, turn lights on.\n\nMake sure your smartphone is connected to 2.4GHz wifi then on the Smartz app tap on “Devices”, scroll down and tap on “Add device”.  Follow the in-app instructions to complete your setup.\n\n***The camera should be next to your router during setup, 5ft or less to your router***"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Not able  to see all cameras \nCustomer: 1\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: I can't  see all my camera  on my phone \nHuman Agent: Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: If you can login  you can see those\nHuman Agent: I cannot sign into your account. What is the name of the camera on the app? \nCustomer: I can see Fy, By, Drive  way\nHuman Agent: Okay which one is the easiest to reach of the 3 \n\nCustomer: By\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: I can't see anything \nHuman Agent: If you don't see a light on the camera it could indicate a power issue, to test if the camera has power can you cover the front of the camera to trigger the red night vision lights. Let me know if those come on. \n\nCustomer: But my son  can see all\nHuman Agent: Those 3 cameras currently show offline for us, can he send a screenshot of what he sees?"]
["Customer: Why isn’t my camera giving me motion alerts? It’s not even showing motions\nCustomer: Yea I’ll unplug it now\nCustomer: In the app it’s saying no new alerts but there’s definitely been motion\nCustomer: How do I adjust the motion setting?\nCustomer: Ok I did that let me check and see \nCustomer: Nothing\nCustomer: I waved my hand infront of it and it didn’t say anything about motion. I am subscribed to the plan too\nCustomer: Yes so my camera isn’t giving me any motion alerts. There has been tons of motion that’s shown but it’s not saying “motion detected” or showing me when I go to the app that there’s new motion. I checked all my settings they are set for motion and also reset the camera and still nothing \nCustomer: I did I need customer support\nHuman Agent: Which camera on your account are you having trouble with?\nCustomer: Front\nCustomer: If you click on it it’s saying no alerts but shows there has been in the timeline \nHuman Agent: Alright, can you tap on Events at the bottom of the app and tell me what it shows there?\nCustomer: It shows yesterday at 753am that’s the last one\nHuman Agent: Okay, thank you. I will sync and restart the camera. It should take it just a couple of minutes to reboot and reconnect. When it reconnects you can try to set off another event for the camera. Make sure to close the app when you do it so that we can see if it also sends a notification to your phone if you have that enabled.\nCustomer: Now it’s working \nCustomer: But please sync and reset camera \nHuman Agent: I did sync and restart the camera already. So that may be why it set off the event.\nCustomer: Ok then it’s working"]
["Customer: hi my device isn't working\nCustomer: sometimes I get a green light and sometimes it flashes but it's not showing anything in the app\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: this didn't help\nCustomer: ok how\nCustomer: is someone coming or cashing\nCustomer: calling\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: zmd32ku44230073\nHuman Agent: Thank you. Can you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: green dolid\nCustomer: solid\nCustomer: now it went away\nCustomer: is the whole camera broken\nHuman Agent: The camera is showing online now. Can you check the live video for the camera named \"Basement\"?\nCustomer: aha it is working\nCustomer: thanks so that's the trick\nCustomer: unplug and replug?\nHuman Agent: That is the first thing to try. Like most other electronic devices, restarting the device will often resolve the issue.\nCustomer: because I had tried just hitting the restart button on the camera and it didn't help\nHuman Agent: If you reset the camera with the pinhole reset in the back, then you will need to reconnect it to your Wi-Fi network. You restart the camera by unplugging it and plugging it back in."]
["Customer: Setup manual\nCustomer: What was the original setup method for my devices\nCustomer: What to use,, link or traditional\nCustomer: Yes the devices i have\nHuman Agent: Hi my name is Wendy.  camera named smart device uses QR code setup.  The other 3 cameras can use Zink setup.\n\nHuman Agent: Are the indicator lights on the cameras blinking green right now?\nCustomer: Yes\nCustomer: Should i do add new device and move forward?\nHuman Agent: Which camera are you working with right now?\nHuman Agent: what is the name of the camera?\nHuman Agent: Master, Smart device, bb, or gb?\nHuman Agent: If its one of the cameras that uses Zink setup, here are the instructions.\n\nZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Camera records but nothing shows live on camera\n\nCustomer: It states no connection but I can see recordings\nCustomer: Can’t see live on camera\n\nCustomer: I’ve restarted the app, I’ve reinstalled the app still doing the same thing.  I can’t see live\n\nCustomer: I have a second camera and I can see live\nCustomer: I’m saying the second camera works perfectly.  It’s the first camera that doesn’t\nCustomer: The camera powers on. It also records.  I just can’t see live\nCustomer: I’m was using the old app so I installed the new app.  Same problem no live\nCustomer: What is the customer support number\nHuman Agent: Which camera on your account are you having trouble with?\nCustomer: The camera that says Garage\nHuman Agent: Alright, typically being unable to view Live video comes from a network connection issue. If the camera does not have a strong, consistent connection, then the camera may essentially lose features. The two most common causes are signal strength and upload bandwidth. Are you there with the camera to troubleshoot the device?\nCustomer: Yes\nHuman Agent: You can test the upload speed of the Wi-Fi network that the cameras are connected to. Make sure that your phone is connected to the same 2.4 GHz network that the cameras are connected to. You can use this website https://fiber.google.com/speedtest/ to test the speed of your network. It will test a download and then an upload speed.\nCustomer: Hold on\nCustomer: Upload speed 9.4mbps and download speed 67.8mbps\nCustomer: Are u there\nHuman Agent: Alright, that should be good. It may differ a bit depending on if you are on the 5 GHz or 2.4 GHz and what else you have using the network. But lets test signal strength.\nHuman Agent: To test signal strength, you can download an app on your phone. If you are using Android, then you will want to download an app called Wifi Analyzer. If you are using iOS, then you can download an app called Airport Utility. You can use these apps to test the signal strength from your Wi-Fi near the cameras.\nCustomer: I’m using an iPhone\nHuman Agent: So then you would download an app called Airport Utility.\nCustomer: I downloaded some kind of analyzer.  What am I looking for\nHuman Agent: You would download an app called Airport Utility.\nCustomer: When I done that it’s searching for an airport base station which it can’t find so it’s still searching\nCustomer: Still searching….. so now what\nHuman Agent: Okay, that is fine. You need to go to the phone settings and turn on the Wi-Fi scanner first. Open the Settings app and scroll down to the apps on your device. Tap on the Airport Utility app and then turn on the Wi-Fi scanner.\nCustomer: Hold on\nCustomer: Done…. It’s still searching\nCustomer: That message still keeps popping up\nHuman Agent: Alright, so now you will want to go to the camera because you will need to get the phone as close to the camera as possible. If it is outside, you will need to go outside with the camera.\nHuman Agent: Then you will hold the phone close to the camera and tap on Wi-Fi Scan in the top right corner. Tap on Scan in the top right corner. Let the app scan for about 20-30 seconds and then you can tap on Stop.\nCustomer: No it’s right here next to me in the house.  Cause I wanted to n be close to my modem. Ok\nCustomer: OK it’s showing different Wi-Fi connections\nHuman Agent:  Alright, well it looks like your Sunroom camera is the camera on your account that has been going online and offline during the Live Chat support. So you may have the wrong camera.\nHuman Agent: Do you see your Wi-Fi network in the list of networks?\nCustomer: What next\nCustomer: You there\nHuman Agent: Yes, I sent two messages. I will send them again.\nHuman Agent: Alright, well it looks like your Sunroom camera is the camera on your account that has been going online and offline during the Live Chat support. So you may have the wrong camera.\nHuman Agent: Do you see your Wi-Fi network in the list of networks?\nCustomer: Hello\nCustomer: Don’t stop on me now\nHuman Agent: Are you receiving my messages?\nCustomer: The last message I received was about tap on the scan in the right hand corner\nHuman Agent: Alright, well it looks like your Sunroom camera is the camera on your account that has been going online and offline during the Live Chat support. So you may have the wrong camera.\nHuman Agent: Do you see your Wi-Fi network in the list of networks?\nCustomer: Yes and I see mine listed twice\nCustomer: No I’m near the camera that says Garage\nHuman Agent: I know you said that, but what I am saying is I have seen the other camera go offline and come back online while we have been working, so that camera may be having connection issues.\nHuman Agent: What are the Channel numbers that you see for your networks?\nCustomer: Not receiving your message\nHuman Agent: Okay, you may want to restart your app, then.\nHuman Agent: I will send my responses again.\nHuman Agent: I know you said that, but what I am saying is I have seen the other camera go offline and come back online while we have been working, so that camera may be having connection issues.\nHuman Agent: What are the Channel numbers that you see for your networks?\nCustomer: Are you responding… I haven’t got a response\nCustomer: I do see my WiFi network in the list twice\nHuman Agent: Yes, I have been responding to you. You should restart your app.\nHuman Agent: I will send my responses again.\nHuman Agent: I know you said that, but what I am saying is I have seen the other camera go offline and come back online while we have been working, so that camera may be having connection issues.\nHuman Agent: What are the Channel numbers that you see for your networks?\nCustomer: If I restart the app I’m going to lose you\nHuman Agent: The chat will remain open for at least 7 minutes. And if it times out, then you can just open a new chat.\nCustomer: I restarted the old app and it states establishing a secure video channel\nCustomer: No messages received\nHuman Agent: No, I meant restart the app because you are not getting messages that I am sending.\nHuman Agent: Not for the camera.\nCustomer: Ok will restart this app\nCustomer: I restarted the app… are you there\nHuman Agent: Yes, I am still here.\nHuman Agent: I will send the messages that I have been sending to your again.\nCustomer: Ok\nHuman Agent: I know you said that you are near the Garage camera, but what I am saying is I have seen the other camera go offline and come back online while we have been working, so that camera may be having connection issues.\nHuman Agent: What are the Channel numbers that you see for your networks?\nCustomer: Channel 6 and 44\nCustomer: Have I lost you again\nHuman Agent: You will want to tap on Channel 6 and can you tell me the RSSI numbers listed there?\nHuman Agent: You have not lost me at any point.\nCustomer: Ok…. So what about the channels\nHuman Agent: You will want to tap on Channel 6 and can you tell me the RSSI numbers listed there?\nCustomer: 20,22,24,25,27,28\nHuman Agent: Okay, that is a good signal strength. When you go to view your cameras, are they in a group or are they listed individually?\nCustomer: Don’t see any message from you.   It doesn’t look like we’re going to figure this out\nHuman Agent: Okay, that is a good signal strength. When you go to view your cameras, are they in a group or are they listed individually?\nCustomer: Individually\nHuman Agent: It sounds like you may be having network connection issues even with your phone. What did you do when you restarted the app? Did you just go back to the home screen and tap on the app again? Or did you drag it up and go to where all of your apps are listed and then delete it from there and then open the app again?\nHuman Agent: Is the antenna screwed in securely to the camera?\nCustomer: I deleted first then opened the app\nCustomer: Yes\nHuman Agent: Alright, can you restart the router? Unplug the router for 30-60 seconds and then plug it back in.\nCustomer: Router back up\nCustomer: I’m tired… let’s just forget it\nHuman Agent: Now that the router is restarted, can you check the video from the camera.\nCustomer: Doing the same thing establishing a connection\nHuman Agent: Can you send a screenshot of the Live Video that you are trying to view? Can you also try turning off the Wi-Fi on your phone and view it on your cellular data?\nCustomer: Hold on\nCustomer: D/static_file/61e11863c8_1_20241223174036.png\nHuman Agent: Can you try turning off the Wi-Fi on your phone and view it on your cellular data?\nHuman Agent: The other thing to check would be to uninstall and reinstall the app. You can also try viewing it on the web app at user.zmodo.com.\nCustomer: D/static_file/aef512525f_1_20241223174453.png\nCustomer: Nevermind… forget it\nHuman Agent: Are you getting my messages?\nHuman Agent: Can you try turning off the Wi-Fi on your phone and view it on your cellular data?\nHuman Agent: The other thing to check would be to uninstall and reinstall the app. You can also try viewing it on the web app at user.zmodo.com.\nCustomer: I just got your messages now.  I’m tired maybe I contact help on another day.  Thank you for being so patient.  Whoever you work for I hope they know how hard you try to solve problems. And you have a very merry Xmas!\nHuman Agent: The Live Chat support will close in 8 minutes. If we run out of time, then I will send the Callback form to schedule a callback appointment if you would like.\nHuman Agent: You're welcome. I will send you the callback form so you can schedule a callback appointment if you would like to troubleshoot more in the future."]
["Customer: Troubleshooting\nCustomer: Camera buffers and no longer connects to WiFi\nCustomer: -1\nCustomer: Live chat \nCustomer: Customer Care Agent\nCustomer: Hi! So over the last month one of my three cameras has been having issues. I work for my ISP and have troubleshooted with my coworker in Tech and it’s not a bandwidth/internet issue. The camera can be unplugged and will come back on for 1-2 hours max but then eventually anytime I try to load it up it stays buffering or shows up Offline. \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD16LGI7548722\nHuman Agent: Alright, there could be a few issues. As far as the bandwidth, what was the upload bandwidth of the 2.4 GHz network that the camera is connected to?\nCustomer: 100 Download: 25 Upload \nHuman Agent: Alright, so we may want to test that again as the upload bandwidth can change. You can also test the signal strength at the camera. Are you there with the camera to troubleshoot?\nCustomer: Yes\nHuman Agent: Alright, then you can run a quick speed test. I would recommend connecting your phone to the 2.4 GHz network and then running a speed test on the network.\nHuman Agent: To test signal strength, you can download an app on your phone. If you are using Android, then you will want to download an app called Wifi Analyzer. If you are using iOS, then you can download an app called Airport Utility. You can use these apps to test the signal strength from your Wi-Fi near the camera.\nCustomer: Sorry I’m trying but the airport utility isn’t working on my cell\nHuman Agent: Did you download the AirPort Utility app?\nHuman Agent: You will want to go to your phone settings and go to your App settings at the bottom. Tap on AirPort Utility and turn on the Wi-Fi Scanner.\nCustomer: I can’t use Airport Utility but running a speed test is telling me I’m actually getting 30-35 upload in this area of the house\nHuman Agent: What issues are you having with the Airport Utility app?\nCustomer: Wtf"]
["Customer: cameras will not show on phone\\\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to access? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: no not  working\nHuman Agent: What is not working?\nCustomer: can  not view app on phone\nHuman Agent: I had requested the ID of the device you're trying to access. The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG.\nCustomer: 15kl73yh501c23e\nCustomer: zp-nj18-s\nHuman Agent: This device seems to be offline and also appears to be bound to an account that starts with je and is at yahoo.com, is that the account you're trying to access from? If so, is the NVR currently plugged into the router via an ethernet cable?\nCustomer: yes that is the account how do i verify that the internet is running correctly\nHuman Agent: To start, is it plugged into the network's main router via an ethernet cable?\nCustomer: yes\nHuman Agent: Alright, temporarily unplug that, hold in the reset pinhole on the back of the system until it restarts, then once it finishes rebooting, please plug the ethernet cable back in. \nCustomer: yes im still here trying to work on what you asked me to do\nHuman Agent: Okay. \nCustomer: not working still \nHuman Agent: Alright, would you be able to try a different ethernet cable going to the router and while doing that, also try a different port on the router if possible please. \nCustomer: establishing secure then say connection timed out\nCustomer: on the phone app\nHuman Agent: Okay. \nCustomer: what should i try next\nHuman Agent: I'll resend my previous message. \n\n\"Alright, would you be able to try a different ethernet cable going to the router and while doing that, also try a different port on the router if possible please. \""]
["Customer: Troubleshooting\nCustomer: I tried to update my camera and it just times out.\nCustomer: I've done all of those things and it continues \nCustomer: Thanks I will try these \nHuman Agent: Hello, you've reached customer care, my name is Kylie. The camera driveway is offline, offline cameras wont update it will need to be online first. \nHuman Agent: What color are the lights on the camera and are they solid or flashing?\nCustomer: I'm not sure at the moment \nHuman Agent: Okay. are you not at the location to check?\nCustomer: It was working until the update attempt\nCustomer: Green upper light\nCustomer: Hello\nHuman Agent: Okay, its possible the update failed because its getting to weak of a signal, when that happens sometimes you have to go through the setup to get the device online or in extreme cases it failing the update at the wrong time can damage the camera. \nHuman Agent: Can you try doing the setup with the camera to get it back online again. \nCustomer: The camera is about 10 feet from an booster signal box\nHuman Agent: Distance doesn't always equate to good signal/speed. On my end it shows this camera has been offline for the past week. Did you try the update more then a week ago?"]
["Customer: Is your system down, none of my cameras work \nCustomer: -1\nCustomer: Just wanted to know if they having trouble with cameras \nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Is your network working \nCustomer: -1\nCustomer: Nobody to talk to\nCustomer: Agent\nHuman Agent: We are not currently having any issues with the network. It looks like the cameras on your account are offline. Have you changed your router, Wi-Fi name and password, or your internet provider recently?\nCustomer: No\nHuman Agent: Okay, so then you will want to troubleshoot the cameras and I can walk you through that. Could you go to the easiest camera for you to troubleshoot and tell me what light you see in the camera?\nCustomer: I’ll have to wait till I get back home \nCustomer: I just wanted make sure you didn’t have any problems, we could have lost internet \nHuman Agent: Okay, the first two things you will want to do is unplug and plug back in the cameras. If that does not work, then you will want to unplug and plug in the router and any Wi-Fi extenders that you have.\nCustomer: Ok"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: My camera quit working.\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you referring to all 4 on your account or just one?"]
["Customer: Troubleshooting\nCustomer: My  camera quit working \nCustomer: Thay will not come on\nCustomer: Thay don't work \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nHuman Agent: Oh, the lights on your camera are completely off and the night vision does not come on if you cover the lens?\nCustomer: I did that \nHuman Agent: Oh, the lights on your camera are completely off and the night vision does not come on if you cover the lens?\n\nCustomer: Yes \nHuman Agent: Are they plugged directly into a wall outlet without any sort of extension cable?\n\nCustomer: Thay will not update \nHuman Agent: The cameras are offline. It's not possible to update offline cameras. Are they plugged directly into a wall outlet without any sort of extension cable?\n\nCustomer: Thay are out side \nCustomer: It's  saying connection time out \nCustomer: Did you get that \nHuman Agent: I understand, but you said they do not have any indicator lights and that the red night vision lights will not come on even if you cover the lens. That implies that they are not powering on. So to start with troubleshooting there I'll need to know if they're plugged directly into wall outlets without any sort of extension cable. As extension cables can sometimes cause power issues depending on certain factors."]
["Customer: Set up\nCustomer: Agent\nCustomer: I need help getting my cameras connected. I deleted one to try and connect again but I can't get it.\nCustomer: Hello\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you able to send me the cameras Model and ID number so I can look up this device?\nHuman Agent: The ID will start with ZMD or GSG, not the fccid."]
["Customer: Contact support \nHuman Agent: How can I assist you?\nCustomer: Hi my camera is not showing nothing it shows up in uploading mode only \nCustomer: It’s one of my cameras \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Agent\nCustomer: Having constant issues with my cameras from you. Not connecting I've been being charge for 3 cameras when only one seems to work and no one when I ask for help actually helps\nCustomer: I have asked for support help several times over months and no one seems to fix the issue I just need the cameras to work as they should \nHuman Agent: Hello, you've reached customer care, my name is Kylie. When you look at the lights on each of the cameras what color are they and are the lights flashing or solid?\nCustomer: Solid green typically \nHuman Agent: Okay, if the lights are a solid green, and do not change to a flashing light, or if the light is flashing then goes to a solid green thats an indication something is either wrong with the power cord, outlet, or in extreme cases the cameras themselves. Do all of the cameras that are solid green plug directly into a wall outlet or do you use any extension cords with them?"]
["Customer: Have 2 zmodo videos. One quit working over a month ago, the video with the view older videos I put on my laptop. the original installed app on my smart phone  doesn't work.  Accessed the one on desk pc worked, but now can't get it to work. Have called before- no help after almost an hour with rep.\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: The bad oneis:\nCustomer: ZMD18L91H502518  THE ONE THAT QUIT working a month ago.\nHuman Agent: Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: The one outside has a green blinking light.\nCustomer: the bad one already was unpluged and plugged back in, no evidence as working. Appears to be dead.\nHuman Agent: Okay, lets work on the cameras one at a time. Which camera do you want to start with?"]
["Customer: I have a camera that has quit working. Unit # ZMD13DDJEC2049449.  Is there a replacement camera that will work on my system?  They are at least 15 years old. \nCustomer: What is customer support. I have tried the phone numbers given and get no answer \nCustomer: My typing takes forever \nCustomer: I can only use my phone but a keyboard isn’t much better. My near 80 year old arthritic fingers are made for phone calls!!\nCustomer: Troubleshooting\nHuman Agent: The NVR on your account is a 720p NVR system. We no longer make and sell 720p cameras. You can look at third party sellers (Amazon, eBay, etc.) for any Zmodo or Funlux 720p cameras.\nCustomer: Agent. It is the patio camera. Is it really dead?\nHuman Agent: That camera is showing offline. Are you there with the camera to troubleshoot the camera?\nCustomer: I have rebooted it several time and it won’t come up\nHuman Agent: I understand. Are you currently with the camera to troubleshoot it?\nCustomer: It is the furtherest from the wi-fi but has worked for years\nHuman Agent: That is fine. I am asking if you are there with the camera so that we can troubleshoot it to see if you can get it back online.\nCustomer: I’m here but it is not readily accessible to tear anything apart. I’m handicapped in what I can do. \nHuman Agent: Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: I see no light in the camera coming on\nHuman Agent: Are you able to try covering the camera lens to block any light getting to the camera to see if the infrared lights turn on?\nCustomer: I’ll try. Give me a minute. \nCustomer: I don’t see any infrared lihjts coming on. \nCustomer: I have noticed a few night when I seemed awful dark. \nHuman Agent: Alright, then it may be a power issue with the camera or the adapter. Is the camera plugged in to an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: Extension cord. No outlets close. \nCustomer: It’s a good cord. \nHuman Agent: Then you will want to try plugging the camera in directly to a wall outlet and look for the light inside the camera. If you do not see a light or see the infrared lights, then you will want to try a different power adapter. You may want to try using the power adapter from one of your working cameras.\nCustomer: My other power adapters are in accessible \nCustomer: Can’t move a wall plug without major construction. \nHuman Agent: You can move the camera to an outlet. \nCustomer: You don’t understand. I’m 80 years old arthritic with junk shoulders. Cameras are hard to get to to move to an outlet. \nHuman Agent: Okay, but the issue would be a power issue if you are not seeing any lights in the camera. So it could be the outlet, the extension cord, the power adapter, or the camera. The way to test that would be to plug the camera directly in to an outlet to rule out the extension cord. Then to test a working power adapter to rule out an issue with the adapter.\nCustomer: I switched ext cords and outlets   I think I see a light but I’ll have to switch screens to check the camera. I may loose you in the process \nCustomer: Still offline. \nHuman Agent: What light do you see in the camera?\nCustomer: I think it was red but I couldn’t tell for sure. The is power to the adapter for the camera. \nHuman Agent: Well, we would want to see the light in the camera. That would tell us the state of the camera and that would let us know what to do in order to setup the camera."]
["Customer: Can’t connect\nCustomer: Green light goes out\nCustomer: It powers on turns flashing green then solid green then goes out\nCustomer: Done all that\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. When powering on, cameras should start solid green before going to flashing green. Did you note the light status in opposite order or are they going to solid again after the initial solid green then blinking green?"]
["Customer: Hi Mira. I have 5 camera and one door bell camera and 2 of my cameras have been acting up. \n1.720 camera only shows half the screen diagonally and can seem to reset , stuck.  Can you help me to fix it. \n2. Pan and tilt camera also has the same issue but can be fix by unplugging it and plugging it back\nCustomer: Did u see my message \nCustomer: Camera only show half picture \nHuman Agent: Hello, you've reached customer care. Can you send me a picture of what it shows? \nCustomer: D/static_file/8472d31d3b_1_20241018122613.jpeg\nHuman Agent: This more of an issue that the camera is dying and would need to be replaced. A reset would not resolve that. \nCustomer: Too bad as I won’t be replacing with another Zmodo camera as the rest of my system will also fail. It not something I could recommend to any of my friend and colleagues \nCustomer: Such a disappointment as I have already got a lot of my friends buying your product \nHuman Agent: Sorry to hear that, is there anything else we can help with? \nCustomer: What is your customer care email\nHuman Agent: It is support@zmodo.com"]
["Customer: Please  speak Spanish \nCustomer: Agente\nCustomer: Agente\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?\nCustomer: Hola ayer cambie el password de la internet  y ahora la cámara no funciona \nCustomer: Como puedo poner el wifi a la cámara \nHuman Agent: Cada vez que cambie el nombre, la contraseña o el enrutador del wifi, la cámara se desconectará. Solo tienen la información de wifi anterior y, para volver a conectarlos, debes realizar la configuración con las cámaras para darles la nueva información de wifi y volver a conectarlas.\nCustomer: Por eso quiero me diga los pasos para volver a poner el wifi a la cámara \nHuman Agent: La configuración que utilizan los dos caemras vinculados a esta cuenta es la configuración del código QR. ¿Necesitas que te envíe las instrucciones para esa configuración o estás familiarizado con ella?\nHuman Agent: Instrucciones de configuración QR\n\n1.Verifique la compatibilidad de la red:\n\nAsegúrese de que la red WiFi esté funcionando en la frecuencia de 2,4 GHz y que el teléfono con el que está realizando la configuración esté conectado a esa red, ya que esta es la red a la que se conectarán las cámaras.\n\n\n\n2.Acceda a la configuración del código QR:\n\nAbra la aplicación y vaya a la página de inicio. Toque el signo más ubicado en la esquina superior derecha, luego seleccione la opción Código QR.\n\n\n\n3.Iniciar la instalación:\n\nToque \"Iniciar instalación\" o \"Siguiente\" en la parte inferior de la pantalla para comenzar el proceso de configuración.\n\n\n\n4.Ingreso de contraseña de WiFi:\n\nSiga las instrucciones en pantalla. La aplicación le pedirá que ingrese su contraseña de WiFi. Recuerde que la contraseña distingue entre mayúsculas y minúsculas.\n\n\n\n5.Generar código QR:\n\nDespués de ingresar su contraseña de WiFi, toque \"Siguiente\" y aparecerá un código QR en la pantalla.\n\n\n\n6.Coloque la cámara:\n\nAlinee la lente de la cámara con el código QR que se muestra en la pantalla de su teléfono con aproximadamente 8 pulgadas de espacio entre ellas. La cámara leerá automáticamente el código QR.\n\n\n\n7.Nombre del dispositivo (solo configuración por primera vez):\n\nSi esta es la configuración inicial, la aplicación le pedirá que le dé un nombre al dispositivo para identificarlo fácilmente.\nCustomer: Es que ya no tengo el codigo QR\nHuman Agent: Aquí están las instrucciones del código QR que puedes seguir; avísame si tienes algún problema con la configuración.\nHuman Agent: D/static_file/f35ba2fcca_1_20250128154629.png\nCustomer: Ok\nHuman Agent: Aquí está el código QR que debe escanear en la aplicación Meshare para comenzar la configuración del QR. Después de escanear el código, puede seguir los pasos anteriores para volver a conectar las cámaras.\n\nCustomer: No e podido conectar la cámara al wifi\nCustomer: Agente"]
["Customer: does my camera still work if i dont pay the camera subscriptions\nHuman Agent: Hi my name is Wendy.  Paid cloud plans are optional not required.\nCustomer: can i still see live footage from the camera if i dont pay the subscription \nHuman Agent: The 3 cameras connected to this account show offline.  Are you needing help getting them setup again?\nCustomer: yes\nCustomer: please\nCustomer: How can i be able to set them up again \nHuman Agent: What color are the indicator lights on the cameras? and are the lights blinking or solid?\nCustomer: flashing green lights \nHuman Agent: All 3 cameras use QR code setup.  If the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: None of my cameras are working and I’m paying a monthly fee \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. \n\nHuman Agent: Cameras must be online to record and the monthly fee is for that recording. Being offline would typically be related to network conditions or power. It looks like North shed and Back deck are online, is it the other 3 you need help with?"]
["Customer: Hu\nCustomer: Hiw many camera cloud support I have\nCustomer: I am able to connect only 3 camera.  I have 4\nCustomer: How many camera I am allowed to cloud\nHuman Agent: Alright, could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nHuman Agent: It looks like your subscription is the Clips Plan for 10 devices. You can tap on Cloud and scroll down to the active subscription to see the details.\nCustomer: Ok\nCustomer: Let me find deviceid\nH that is not connected \nCustomer: D/static_file/cb74e9db5e_1_20241120141639.jpg\nCustomer: This is not connecting\nCustomer: D/static_file/6a43668831_1_20241120141705.jpg\nCustomer: D/static_file/7867bb00cc_1_20241120141709.jpg\nHuman Agent: Thank you. Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it back in?\nCustomer: Oh. It's in attic\nCustomer: I can't do it there\nHuman Agent: Okay, we can take a look, but if the camera is not setting up, then it may need to be rebooted.\nHuman Agent: What light do you see in the camera?\nCustomer: No light\nHuman Agent: Okay, then you will want to reboot the camera by unplugging it and plugging it back in."]
["Customer: Troubleshooting\nCustomer: My camera is not working, how can I reset it remotely?\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie, If the camera is offline then there is no way to reset it remotely as its not connected to the network. You would have to be at the location to troubleshoot with the device and try to get it back online again. \nCustomer: Camera is off line and internet is working. What can I do?\nHuman Agent: Are you currently with the camera?\nCustomer: No\nHuman Agent: Okay, to troubleshoot properly you would need to be with the camera.\nCustomer: Any other way?\nHuman Agent: No, the camera is offline nothing can be done remotely to bring it online. \nCustomer: Ok, then can I get credit for the time that camera isn’t working? \nHuman Agent: No, that would not be possible, you would just have to get the camera back online again."]
["Customer: Set up\nCustomer: Why can I not connect to my camera \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are your cameras currently flashing green? It appears they're offline at present."]
["Customer: Troubleshooting\nCustomer: Camera not connecting\nCustomer: -1\nHuman Agent: Tofu2 camera shows offline.  Is this the camera you are needing help with?\nCustomer: Yes\nHuman Agent: Hi my name is Wendy.  What color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: Let me go check\nHuman Agent: ok\nCustomer: I don't see any light on\nHuman Agent: Try moving the camera to a different wall outlet or swap out the power adapter for a working one to see if that will get the camera to power on\nHuman Agent: Plug the camera in directly to a wall outlet with just the power adapter -no extension cords, power strips, or surge protectors\nCustomer: Ok\nCustomer: It's flashing green\nCustomer: Now it's stopped\nHuman Agent: it flashed green then turned off again?\nCustomer: Yes\nHuman Agent: did you swap out the adapter?\nCustomer: Nvm it's still flashing green\nHuman Agent: okay if it stays flashing green you can set it up using QR code setup\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n***The camera should be next to your router during setup, 5ft or less to your router***\n\nCustomer: One second let me try\nHuman Agent: ok\nCustomer: Still no fix\nCustomer: It flashes green, then goes off. On and off again\nHuman Agent: the camera turns off? or does the blinking green light continue to blink?\nCustomer: Sorry, the blinking green light flashes for a while then shuts off and turns back on again\nHuman Agent: that is with the replacement adapter?\nCustomer: Yes\nHuman Agent: Unfortunately the camera is most likely going defective if it goes off instead of continuously blink green\nCustomer: Do I need to reset the device?\nCustomer: I switched a new modem before these problems happened\nHuman Agent: When the the indicator light is blinking green that means it is in setup mode.  if the camera shuts off in between blinking green there is something wrong with the camera.\nCustomer: I see. Is this covered by the warranty?\nHuman Agent: It looks like the camera was first setup in 2018.  It would be out of the 1 year warranty if it was purchased in 2018 unfortunately.\nHuman Agent: If you attach your receipt here I can check if it is in warranty\nCustomer: I see. Do you happen to have a voucher or coupon I could use?\nHuman Agent: Zmodo.com has a promotion going on enter promo code: gift50 at checkout to get 50% off your camera order on Zmodo.com -valid until Dec 8, 2024.\nCustomer: Now it's solid green light\nCustomer: Does that mean it's ready?\nHuman Agent: solid green means the camera is not powering on all the way\nHuman Agent: it needs to be blinking green -that means it is in setup mode.\n\nHuman Agent: Camera indicator light meanings:\nSolid green - powering on or power issue\nBlinking green - ready for setup\nBlinking blue - communicating with router\nSolid blue -connected to your network\n\nCustomer: Okay no flashing green\nHuman Agent: okay\nCustomer: Flashing blue now\nCustomer: Now flashing green*\nHuman Agent: if it stays flashing blue you can set it up using QR code setup \nCustomer: It's flashing blue\nHuman Agent: okay please go through QR code setup to try and get it back online\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n***The camera should be next to your router during setup, 5ft or less to your router***\nCustomer: Ok it is connected. If I disconnecter it, will it be okay to move back outside to where it was?\nHuman Agent: as long as where you mount the camera has a good signal to the router it should reconnect to it \nCustomer: Okay I'll go try it now one second\nHuman Agent: okay\nCustomer: Alright! Thanks for your help, it's all fixed!\nHuman Agent: Great!  Glad to hear it\nCustomer: Ty!"]
["Customer: Troubleshooting\nCustomer: Speak to agent \nHuman Agent: How can I assist you?\nCustomer: Can you reset my deck door camera because it’s not working \nCustomer: Everytime I reset it myself I end up having to pay for the subscription again \nHuman Agent: The camera on your account named \"deck doors\" is offline, so no I cannot reset it. I cannot communicate with it since it is not connected to the internet.\nHuman Agent: Resetting a camera would not have anything to do with the subscription. You can reset the camera or connect it to the Wi-Fi network without doing anything to the subscription.\nHuman Agent: Are you there with the camera at this time?\nCustomer: No\nCustomer: I’m not there to reset it \nHuman Agent: The camera is offline, so we would not be resetting it. But you would need to be there with the camera to troubleshoot it and bring it back online.\nCustomer: Ok \nHuman Agent: I want to let you know that the Live Chat support will close in 10 minutes. If we run out of time, then I will send you an invitation to schedule a callback."]
["Customer: Set up\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  Camera named front door shows offline. Is this the camera you are needing help with?\nCustomer: Yes\nHuman Agent: What color is the indicator light on the camera? and is the light blinking or solid?  The red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid.\n\nIf you cup your hands around the lens of the camera you can see the indicator light easier.\n\nCustomer: Blinks green then blue\nHuman Agent: Zmodo QR code instructions:\n\nBlinking means the camera is in setup mode.  After you setup the camera the indicator light will switch to solid blue.\n\n-First go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n-Make sure your phone is connected to 2.4GHz wifi.\n-The room you are doing setup in needs to be bright. Turn lights on, open blinds.  Your phone's display should also be bright, turn your display brightness level up.\n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nCustomer: I'm here \nHuman Agent: Me too.  Did you start QR code setup?\nCustomer: Yes still not working \nHuman Agent: please go through setup again, send me a screenshot of the QR code"]
["Customer: reset camera\nCustomer: -1\nCustomer: camera not working. i need to reset my camera\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: customer service agent\nCustomer: ok\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: zmd16hkl7203505\nHuman Agent: Thank you. Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: the camera is solid green\nHuman Agent: Has the light changed from a solid green? Or is it still a solid green?\nCustomer: it is still solid green\nHuman Agent: If it is not changing from a solid green, then that indicates a power issue. Is the camera plugged in to an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: power strip, hold on while i plug it into the wall....\nCustomer: i waited 30 seconds and plugged it into the wall. still solid green\nHuman Agent: Okay, it should start solid green, but if it does not change after several seconds, then the issue is with the camera or the power adapter. So you would want to try using another 5V1A power adapter and cable.\nCustomer: i did that several times before. both plugged into the wall and plugged into a power strip. all my camera are now working since the server failed.\nCustomer: i know that the nvr server is no longer supported but when it worked, it worked. 2 camera are POE and 3 are wireless. ALL are doing the same thing. Failing.\nHuman Agent: If the light does not change from the solid green with a power adapter that you know is working, then that means the camera is the problem and it has stopped working. Replacing the camera would be the solution at that point.\nCustomer: so i need to pay for 5 cameras?\nHuman Agent: So far we have only done troubleshooting on one camera and with one power adapter.\nHuman Agent: So I do not know if all of the cameras have the same issue.\nCustomer: so i need to pay for 1 camera?\nHuman Agent: Did you ever plug the Wi-Fi cameras in with the sPoE camera cables? Or did you always use the power adapter that plugs in to the wall outlet?\nCustomer: always used the wireless for wireless. please answer the question\nHuman Agent: I did. I said that we have only done the troubleshooting for one camera on one power adapter. So I do not know if you would need to replace 5 cameras, 1 camera, or 1 power adapter.\nHuman Agent: I said that I do not know what you would need to replace.\nCustomer: do i need to pay for 1 camera?\nCustomer: or will zmodo replace it without charge?\nHuman Agent: As far as warranties go, the cameras would have a 1 year warranty from the time of purchase. If the camera is under warranty, you can go to https://www.zmodo.com/rma/ to fill out the warranty form.\nCustomer: i was not aware that it is just 1 year warranty. they all are older than 1 year. Goodbye\nHuman Agent: Have a good day."]
["Customer: Troubleshooting\nCustomer: I have to cameras not connecting and nothing hasn't been moved \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. If these are the Driveway 1 and bk yard cameras, what is their current indicator light status? I'll need to know indicator light color and whether or not it is blinking."]
["Customer: Troubleshooting\nCustomer: My camera is not working \nCustomer: -1\nCustomer: Need help with my camera \nCustomer: Red\nCustomer: Camera is not working \nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Help\nCustomer: -1\nCustomer: Help\nCustomer: Customer service number\nCustomer: Customer care agent \nCustomer: 1\nCustomer: Customer care agent\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Camer is is flashing blue\nCustomer: Can we troubleshoot remotely? I am not home but my husband stopped in for lunch and said it is flashing blue \nCustomer: Looks like it stopped working on 9/27 and we didn’t realize it \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Can I get the device id remotely? I am not at home \nHuman Agent: We cannot troubleshoot it remotely. Is your husband still with the camera?\nCustomer: I got the device id \nCustomer: It is: ZMD13GME2260116\nCustomer: Does that help?\nHuman Agent: That is the Device ID for a camera. Someone would still be with the camera to troubleshoot it. Is your husband still with the camera?\nCustomer: Are you still there?\nCustomer: Are you still connected? \nHuman Agent: Yes, are you receiving my messages?\nHuman Agent: That is the Device ID for a camera. Someone would still be with the camera to troubleshoot it. Is your husband still with the camera?"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer:  Did all that 3 times still not working \nCustomer:  Did all that 3 times still not working \nCustomer: Won’t scan QR code at the end of set up camera is red flashing green \nCustomer: Won’t scan QR code at the end of set up camera is red flashing green \nCustomer: I did All\nThat I am right next to the modem \nCustomer: I did All\nThat I am right next to the modem \nCustomer: I am close to modem not working red lights all around and flashing green at the top\n\nCustomer: I am close to modem not working red lights all around and flashing green at the top\n\nCustomer: Now flashing blue at the top\n\nCustomer: Now flashing blue at the top\n\nCustomer: It’s blue \nCustomer: It’s blue \nCustomer: No \nCustomer: No \nCustomer: You don’t know how to help me \nCustomer: You don’t know how to help me \nCustomer: I did \nCustomer: I did \nCustomer: I did\nCustomer: I did\nHuman Agent: Hi my name is Wendy\nHuman Agent: Hi my name is Wendy\nHuman Agent: barking, barking 2, barking 3, barking 4 cameras show offline.  Are these the 4 cameras you are needing help with?\nHuman Agent: barking, barking 2, barking 3, barking 4 cameras show offline.  Are these the 4 cameras you are needing help with?\nCustomer: My camera won’t scan qr code at end of set up I am sitting right next to modem\n\nCustomer: My camera won’t scan qr code at end of set up I am sitting right next to modem\n\nCustomer: Just barking camera \nCustomer: Just barking camera \nHuman Agent: When you go through setup the indicator light is only blinking green? or does it flash between green & blue?\nHuman Agent: When you go through setup the indicator light is only blinking green? or does it flash between green & blue?\nCustomer: Camera is red around and flashing green \nCustomer: Camera is red around and flashing green \nCustomer: Yes green and blue \nCustomer: Yes green and blue \nHuman Agent: Go to your phone's settings for the meShare app and make sure location is enabled while using the app along with precise location if that is an option.\nHuman Agent: Go to your phone's settings for the meShare app and make sure location is enabled while using the app along with precise location if that is an option.\nCustomer: I did set up 4 times \nCustomer: I did set up 4 times \nHuman Agent: Do you still have the quick guide? is that what QR code you are using?\nHuman Agent: Do you still have the quick guide? is that what QR code you are using?\nCustomer: Ok \nCustomer: Ok \nCustomer: Be right back \nCustomer: Be right back \nHuman Agent: D/static_file/4c28d76680_1_20241003132505.png\nHuman Agent: D/static_file/4c28d76680_1_20241003132505.png\nHuman Agent: If you need the QR code, you can use this attached one.\nHuman Agent: If you need the QR code, you can use this attached one.\nCustomer: Ok checked settings all good \nCustomer: Ok checked settings all good \nCustomer: Should I start over with set up\n\nCustomer: Should I start over with set up\n\nCustomer: Then scan code \nCustomer: Then scan code \nCustomer: Be right back \nCustomer: Be right back \nHuman Agent: Okay.\nHuman Agent: Okay.\nCustomer: Did not work \nCustomer: Did not work \nHuman Agent: Did you scan the QR code I provided? or what QR code are you scanning?\nHuman Agent: Did you scan the QR code I provided? or what QR code are you scanning?\nCustomer: Yes \nCustomer: Yes \nHuman Agent: Is your smartphone connected to 2.4GHz wifi?\nHuman Agent: Is your smartphone connected to 2.4GHz wifi?\nCustomer: I phone 8 \nCustomer: I phone 8 \nCustomer: Yes on Wi-Fi \nCustomer: Yes on Wi-Fi \nHuman Agent: are you connected to 2.4GHz wifi? or 5GHz wifi?\nHuman Agent: are you connected to 2.4GHz wifi? or 5GHz wifi?\nCustomer: 5G\nCustomer: 5G\nHuman Agent: Connect to 2.4GHz wifi then go through setup again\nHuman Agent: Connect to 2.4GHz wifi then go through setup again\nCustomer: What is 2.4 GHz\nCustomer: What is 2.4 GHz\nCustomer: I see on my modem \nCustomer: I see on my modem \nCustomer: I am ready to give up \nCustomer: I am ready to give up \nHuman Agent: if you haven't setup a 2.4GHz wifi channel yet on your 5GHz wifi router you will want to contact your internet service provider or router manufacture.  They can help setup a separate 2.4GHz wifi channel.  Then you can setup your cameras.\n\nThese cameras only connect to 2.4GHz wifi and are not compatible with 5GHz wifi for setup.\nHuman Agent: if you haven't setup a 2.4GHz wifi channel yet on your 5GHz wifi router you will want to contact your internet service provider or router manufacture.  They can help setup a separate 2.4GHz wifi channel.  Then you can setup your cameras.\n\nThese cameras only connect to 2.4GHz wifi and are not compatible with 5GHz wifi for setup.\nCustomer: I have 2.4GHz\nCustomer: I have 2.4GHz\nHuman Agent: ok did you switch to connecting to 2.4GHz wifi now? instead of 5G?\nHuman Agent: ok did you switch to connecting to 2.4GHz wifi now? instead of 5G?\nCustomer: Yes \nCustomer: Yes \nHuman Agent: okay go through setup again- check what the indicator light does during setup.  let me know if it only blinks green or flashes between green and blue\nHuman Agent: okay go through setup again- check what the indicator light does during setup.  let me know if it only blinks green or flashes between green and blue\nCustomer: Going to try another camera \nCustomer: Going to try another camera \nHuman Agent: okay go through setup again- check what the indicator light does during setup.  let me know if it only blinks green or flashes between green and blue\nHuman Agent: okay go through setup again- check what the indicator light does during setup.  let me know if it only blinks green or flashes between green and blue\nCustomer: This is very hard never had this trouble \nCustomer: This is very hard never had this trouble \nCustomer: No I am done for now \nCustomer: No I am done for now \nHuman Agent: ok\nHuman Agent: ok\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Camera keeps going offline\nCustomer: Connected then keeps getting disconnected camera\nCustomer: Its not the internet\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. \n\nHuman Agent: What is the current indicator light status on the device? I'll need to know the color and whether it is blinking."]
["Customer: Support\n\nCustomer: Hello grant\nHuman Agent: How can I assist you?\nCustomer: I just need to know where I can buy a new power cord for an exterior camera.  And is there an extender for the same power cord?\nHuman Agent: Could I have the Device ID or Model of the camera you are looking for a power adapter for? Different cameras use different power adapters.\nCustomer: So-1bh15-w\nCustomer: ZP-IBH15-W\nHuman Agent: That camera will use a 5V1A power adapter with a micro-USB connector to plug in to the cable from the camera. It is a common power adapter and can be found at Amazon or stores like BestBuy and Walmart. \nHuman Agent: If you need a longer cable, than what the power adapter comes with you can try using an extension cord, but that may cause power issues with the adapter. If that is the case, then you can get an adapter with a higher amperage. So a 5V2A, 5V4A, etc. adapter.\nCustomer: Thank you \nHuman Agent: You're welcome."]
["Customer: Hola no puedo escuchar ni hablar en mi camata\nCustomer: Agente\nCustomer: Ol\nCustomer: Ok\nHuman Agent: Las cámaras de su cuenta son las cámaras Wi-Fi Zmodo Outdoor 1080p. Esas cámaras no tienen audio bidireccional, por lo que no hay micrófono ni altavoz en las cámaras."]
["Customer: Troubleshooting\nCustomer: I replaced my wifi and trying to reconnect. Please help me\nCustomer: So what are the steps?\nHuman Agent: Hi my name is Wendy.  Are the indicator lights on both cameras named scott security blinking green right now?\nCustomer: Let me take a look\nHuman Agent: ok\nCustomer: Can't see lights\nHuman Agent: The indicator light will be inside the lens of the camera.  Cup your hands around the lens to see the indicator light easier.\nHuman Agent: The red light you may see is the night vision IR light.  You should see a green or blue indicator light that is either blinking or solid\nCustomer: See red\nHuman Agent: The red light you may see is the night vision IR light.  You should see a green or blue indicator light that is either blinking or solid\nCustomer: Blue is blinking \nHuman Agent: okay great\nHuman Agent: Zmodo QR code instructions: \n\n-First go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n\nIf the indicator light on the camera is blinking, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\n***The camera should be next to your router during setup, 5ft or less to your router***\n\nCustomer: Ok"]
["Customer: Troubleshooting\nCustomer: Agent\nCustomer: One of my cameras id's is zk8-bfs23nm\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I have trouble connecting\nCustomer: I used to be fine but then all of a sudden I can't connect to my cameras not matter what \nCustomer: I have 3\nCustomer: I haven't changed nothing \nHuman Agent: That is not the right ID that's the FCCID you sent which I cannot look up the camera with, The ID I would need starts with a ZMD.\nHuman Agent: I will also need the Model as well.\nCustomer: Where do I find the id\nCustomer: The model is zp-ibh23-w\nCustomer: Where do I find that\nCustomer: ?\nHuman Agent: It will be on the cameras sticker\nHuman Agent: You can try taking a picture of the sticker and send that to me if you're having trouble seeing it."]
["Customer: Troubleshooting\nCustomer: My new Mini Pro 1080p camera will not exit infrared mode\nCustomer: I was attempting to rest it to new WiFi network, so it isn’t connected to the app right now. It seems, by being in the night vision mode it can’t see the QR code to reconnect.\nCustomer: -1\nCustomer: I cannot connect to the camera\nCustomer: I can’t get the LED light to flash green. It just is solid green\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If the cameras lights is a solid green and never flashes or if it does flash for a moment then goes back to a solid green that is an indication that there is a power issue. \nCustomer: I have tried all of that.\nHuman Agent: This could be a power issue with the cameras cord, the outlet the camera is getting power from, or in extreme cases the camera itself. \nHuman Agent: Do you have this camera plugged directly into a wall outlet or are you using an extension cord with the camera at all?\nCustomer: I tried a different power cord. I have it plugged into the same power strip I set it up with a week and a half ago\nCustomer: same result.\nCustomer: the red night vision light is still on at mid day\nHuman Agent: Okay, are you able to try swapping this caemras cord wityh one of the others to see if it changed how it reacts?\nCustomer: I just did. No difference.\nHuman Agent: it would be one of the other cameras cords that is working, if it still fails after that then that would mean the caemra itself either internally or the cord portion that cannot be swapped is the issue and cant be fixed.\nHuman Agent: That is unfortunate. That means the camera is broken unfortunately.\nHuman Agent: Is there anything else I can assist you with today or any other questions before we close the chat today?\nCustomer: I used a brand new cord and then I tried it with a cord from another camera that was working. No change.\nCustomer: What do I do about the camera?\nHuman Agent: there is nothing to do, as long as you did what you said was done (changed cord, changed outlet) and its still solid green that means the cameras broken. I would recommend donating the camera to be recycled if your community has an electronic recycling program otherwise you can throw the camera away freely as well. \nCustomer: How do I get a new camera?"]
["Customer: Troubleshooting\nCustomer: I am having problems with my camera off line \nCustomer: That not the problem \nCustomer: Internet is working \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\n\nCustomer: I am still here waiting for the camera to come on\nCustomer: I don't see any green light\nHuman Agent: Are there no lights at all?\nCustomer: I see a green light on camera 3\nHuman Agent: Okay, is it flashing?\nCustomer: What do i do next\nHuman Agent: Is the green light you saw flashing?"]
["Customer: Troubleshooting\nCustomer: Trying to figure our how yo connect to wi fi\nCustomer: Give me a few \nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  All of your devices show offline.  Did you get a new router? or update your wifi name or wifi password?"]
["Customer: Changed internet provider. How do I set up my zmodo system with the new router?\nCustomer: 1\nCustomer: What is the initial set up process?\nHuman Agent: Hi my name is Wendy.  Cameras named 3 front porch, 4 back porch, and 1 patio use QR code setup.  Are the indicator lights on the cameras blinking green right now?\nCustomer: I'm not sure. I planned on doing this later today.\nHuman Agent: okay if the indicator lights are blinking green you an set them up using QR code setup.  If the indicator lights are a solid color you would want to let us know what color the solid lights are\nCustomer: Is there a list of how I complete this task? My documents that I used before used my computer to set up. \nHuman Agent: you would need to do setup from your smartphone on the Zmodo app\nHuman Agent: QR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: You rock!\nHuman Agent: haha thanks.  When you are going through setup later, if you need any help please contact us again.  Live agents are available here on live chat until 6pm CT M-F.   When you start the live chat you would want to enter \"AGENT\" in the chat to be connected with a live agent.\nCustomer: Thank you so very much! I need my cameras to be active and had no idea of how to proceed. I'll touch back if I need help. \nHuman Agent: Sounds good. thanks!"]
["Customer: May I speak with an agent\nHuman Agent: How can I assist you?\nCustomer: Hi \nCustomer: Hi grant \nCustomer: I turn on my ai sensing and selected all notifications and selected animals I a try to use the camera to notify me when. Humming birds come by my feeder which I have the camera on it \nCustomer: I was out side and one came but no  sensing do I know why \nCustomer: Anyone here \nHuman Agent: There are some things that impact motion alerts. There's a 'cool down' period between motion alerts, so not every event prompts a notification. So you may not have gotten an event or a notification. Can you tap on Events at the bottom of the app and tell me if you are receiving events?\nCustomer: Hello \nCustomer: Hello \nHuman Agent: Did you receive my previous message? I will send it again in case it did not go through.\nHuman Agent: There are some things that impact motion alerts. There's a 'cool down' period between motion alerts, so not every event prompts a notification. So you may not have gotten an event or a notification. Can you tap on Events at the bottom of the app and tell me if you are receiving events?\nCustomer: Hello \nCustomer: Yes I am getting events\nHuman Agent: Okay, so the camera may have still been in its \"cooldown\" period so it did not create a new event. There is at least 3 minutes between subsequent events from a camera.\nCustomer: Ok\nCustomer: Let me see \nCustomer: None for 27 min \nHuman Agent: Okay, so then you can go to the camera to try to create and event and see if it will set off a motion event.\nCustomer: Ok. I have  ai. Setting set to ai animals \nCustomer: When I walk none because I set it to animal\nHuman Agent: You can adjust the AI Notification settings to test it, or you can wait until an animal is in the camera field of view to check to see if it sets off an event.\nCustomer: Ok\nCustomer: Yes it triggered when I put people \nCustomer: Hi\nCustomer: What’s next\nHuman Agent: That means it is making events. So it is very possible that it was still in the cooldown period from a previous event, which is why it did not make an event for that specific animal.\nCustomer: Ok so what does it mean \nHuman Agent: There's a 'cool down' period between motion alerts, so not every event prompts a notification. So you may not have gotten an event or a notification. There is a minimum of 3 minutes between events on the camera.\nCustomer: Ok \nCustomer: So the humming birds not to fast for the camera \nCustomer: So just leave it on animals \nCustomer: Or do u have another model to buy for this \nHuman Agent: It is possible that the hummingbird did not trigger an event on the camera because of a recent event or because it was not in the field of view enough to trigger an event.\nHuman Agent: All of our cameras operate the same way with the events and notifications.\nCustomer: Ok"]
["Customer: My camera won't come online\nCustomer: Blue light bitch\nCustomer: Theres a blue light \nCustomer: But it's not\nCustomer: Representative \nCustomer: I want to talk to a person\nCustomer: Agent\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD13C183001793\nHuman Agent: That is the camera named \"Backyard (PB)\" on your account right now. It is showing online. Can you go to the home screen of the app and tap on Live for that camera and tell me what you see or what error you get when you try to view it?\nCustomer: It just loads forever and then says can't pull up the feed. If I try to pull it up I'll lose this chat\nCustomer: Other cameras work so it's not the wifi \nHuman Agent: You can come back to the chat. It will remain open for at least 7 minutes. Can you check now and see what it shows?\nHuman Agent: And then we can troubleshoot the potential issues. Just because other cameras are working, does not mean there is not an issue with the connection to the Wi-Fi or the Wi-Fi network itself that is preventing this camera from uploading the video.\nCustomer: It's just the spinning logo and it says trying to establish secure connection\nCustomer: Doesn't work when I turn off wifi and connect to 5g\nCustomer: D/static_file/a4d7bcbe67_1_20241017170848.jpg\nHuman Agent: Alright, are you there with the camera right now? I can walk you through some troubleshooting and see if we cannot figure out why it is having trouble uploading video.\nCustomer: Yes\nHuman Agent: Alright, I will start by syncing and restarting the camera. It will take it a minute or two to reboot and reconnect.\nCustomer: Ok\nHuman Agent: The two most common causes of connection issues like this are going to be the signal strength and the upload bandwidth. The upload is going to be the easiest to quickly test. \nHuman Agent: You can test the upload speed of the Wi-Fi network that the cameras are connected to. Make sure that your phone is connected to the same 2.4 GHz network that the cameras are connected to. You can use this website https://fiber.google.com/speedtest/ to test the speed of your network. It will test a download and then an upload speed.\nCustomer: D/static_file/a75f3a5853_1_20241017171305.jpg\nHuman Agent: To test signal strength, you can download an app on your phone. If you are using Android, then you will want to download an app called Wifi Analyzer. If you are using iOS, then you can download an app called Airport Utility. You can use these apps to test the signal strength from your Wi-Fi near the cameras.\nHuman Agent: The camera should have also rebooted and reconnected, so you can check the Live view for it again.\nCustomer: Camera still not working\nCustomer: D/static_file/136d553212_1_20241017171715.jpg\nHuman Agent: Okay, we would want to test the signal strength at the camera. I am not sure which app you downloaded, but that is not the correct app and it is not giving us an actual signal strength value.\nCustomer: D/static_file/0565773ff0_1_20241017172018.jpg\nCustomer: Literally the app you told me to get\nHuman Agent: Okay, that is not the WiFi Analyzer that we would use. Are there other WiFi Analyzer apps listed? Is there one made by olgor.com?\nCustomer: D/static_file/70dd3c6f43_1_20241017172309.jpg\nHuman Agent: Perfect. So you will want to tap on the fourth tab there that looks kind of like a Wi-Fi symbol. And you will want to be sure the phone is as close to the camera as you can get it. If the camera is outside, you will want to be outside with the camera.\nCustomer: D/static_file/6309827b5a_1_20241017172608.jpg\nHuman Agent: Do you see your Wi-Fi network in the list of available networks?\nCustomer: No\nHuman Agent: Okay, that may be an issue. Can you scroll up or down and see if there are any other networks listed there?\nCustomer: A lot say hiddenssid. Not sure what I'm supposed to be looking for\nHuman Agent: You are looking for your Wi-Fi network name.\nCustomer: D/static_file/9f23265be3_1_20241017173028.jpg\nCustomer: It showed up. Pootee\nCustomer: Pooter\nHuman Agent: Alright, good. And you currently have the phone right next to the camera?\nCustomer: Yes\nCustomer: How long I gotta hold my phone up, bud?\nHuman Agent: Okay, I just wanted to be sure because the signal strength is going to change based on where you are located, so being next to the camera and outside with it (if it is outside) is important to get an accurate number. What is the number that you are getting for the signal strength? It is the dBm number on the right.\nCustomer: -43\nHuman Agent: Alright, that is a good signal, so if that is what your camera is getting, then that is sufficient. You can try restarting the router by unplugging it for 30-60 seconds and then plug it back in. \nHuman Agent: If that does not work, then you can try resetting the camera and reconnecting it with the Zink setup.\nCustomer: So this was a colossal waste of time? Thanks so much. \nHuman Agent: We have been troubleshooting to narrow down possible causes and find a solution. You would have to test things to rule in or rule out possible causes of the issue so that you can find the correct solution.\nCustomer: When I hit reset device it doesn't do anything. I suppose that's my wifi too\nCustomer: I'm done with this I'll get a ring ffs\nHuman Agent: That is likely related to the problem the camera is having uploading video. I do not know if it is your Wi-Fi. The Wi-Fi tests we ran seemed sufficient for the camera.\nHuman Agent: I can try to reset the camera from my end if you would like me to.\nHuman Agent: It actually looks like it may have reset. The camera is offline. What light do you see in the camera? \nHuman Agent: I want to let you know that the Live Chat support will close in 10 minutes. If we run out of time, then I will send you an invitation to schedule a callback appointment.\nHuman Agent: The Live Chat support will be closing for the evening. You can tap on Schedule Call to make a callback appointment if you would like to. Have a good evening.\nHuman Agent: The Live Chat support will be closing for the evening. You can tap on Schedule Call to make a callback appointment if you would like to. Have a good evening."]
["Customer: Set up\nCustomer: It won’t get the Qr code\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you trying to set up your camera named Garage?\nCustomer:  Yes\nHuman Agent: Okay, is it currently flashing green?\nCustomer: No only green \nHuman Agent: If it is solid green, that means it's not currently booting up properly as it should only be solid green when first plugged in. Please make sure it's plugged directly into a wall outlet without an extension cable and if it still will not power up properly, please try another power cable and outlet. \nCustomer: I’ve tired changing the cable and the outlet but it’s still green it’s plugged directly into the wall \nHuman Agent: Okay, if it stays solid green even on other cables after having been plugged in for at least 30 seconds, it may be an issue with the camera itself then unfortunately. Sadly it also looks like this camera is out of warranty. Is there any corrosion visible at the connection point of the camera's cable and the cable that goes into the wall or had it been on an extension cable for any extended period of time?\nCustomer: What does a green flash mean with red around it?\nHuman Agent: Red is night vision lights while flashing green would mean ready for setup. Did it return to flashing green rather than solid green then?"]
["Customer: Troubleshooting\nCustomer: This app have two way audio?\nHuman Agent: Hello, my name is Grant. The cameras on your account are the Zmodo 1080p Indoor/Outdoor Wi-Fi cameras, and one is a meShare camera. Those cameras do not have 2-way audio features. That is why the microphone and speakers are greyed out on your app."]
["Customer: I cant connect to my camera \nMaybe something wrong with the app\nHuman Agent: Hello, my name is Grant. I see two cameras on your account and both are currently offline. That means that the cameras do not have an internet connection. Are you there with the cameras to troubleshoot them?"]
["Customer: Set up\nHuman Agent: Hi my name is Wendy.  What is the device ID on the solid blue camera you are needing help with? \nHuman Agent: The device ID will be on a sticker on the camera. It will start with ZMD or GSG"]
["Customer: I changed my modem I need to reconnect to the internet and I can’t see where to do that. \nHuman Agent: Hi my name is Wendy. Both cameras will need to be setup again to the new wifi info.\nHuman Agent: Are the indicator lights on the cameras blinking green right now?\nCustomer: No. I don’t see any lights\nHuman Agent: Try moving the camera to a different wall outlet or try using a different power adapter to power the camera\nHuman Agent: The indicator lights are inside the lens of the cameras.  If you cup your hands around the lens you may be able to see the indicator light easier"]
["Customer: I performed an firmware update that failed.  I now have 7 our of 11 cameras that cannot be viewed.  The 11 failing cameras are on different routers than the 4 that still work.  \nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks liek several cameras are offline, they will not be able to update as long as they are offline. You will fist have to get them connected to the network then try the update."]
["Customer: Just wondering why my camera is not working\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: It's saying connection timed out what does that mean\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. \n\nHuman Agent: What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Date is wrong\nCustomer: Looking at alerts it shows January 27th\nCustomer: No I'm looking at today but it is dated January 27th which we haven't gotten to\nCustomer: -1\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nHuman Agent: Is it only the alerts that have the incorrect date or when you click live on any of the cameras does it show the correct date and time directly on them? sometimes if the cameras date and time are incorrect it can be what causes the alerts pop up having the incorrect time/date. \nCustomer: Live it is correct \nHuman Agent: Okay, are all the alerts for each camera the wrong date and time or is it only for certain cameras? If you are able to check in the notifications section for me and send a screenshot of how the alerts appear as well that would allow me to troubleshoot this issue with you better.\nHuman Agent: If you are unable to take a screenshot showing the alerts that's find as well just let me know. \nCustomer: It looks to be just camera 1\nCustomer: D/static_file/59073a8959_1_20250115110545.jpg\nHuman Agent: Okay, I know of a way for us to try and fix this issue that we can try. First I would like for you to delete each of those alerts for cam 1 that are on the incorrect time for today, Once you have delete all of them let me know so I can give you further instuction for what to do next.\nCustomer: Ok I have deleted\nHuman Agent: Okay now follow these steps. \nClick live on Cam 1\nClick the settigns gear in the top right corner\nClick the three dots in the top right hand corner\nClick timezone\n\nHere what you would do is tap on any other timezone as long as its not the same as the correct timezone thats what we want.\n\nAfter that back up to the live video of the camera and confirm that the time shows that incorrect timezone (shows a change)\nonce confirmed One more time Click the settings gear click the three dots, and tap timezone.\nThis time change it to the correct timezone. \nOne more time check the live video to see that its back on the correct timezone then after that Unplug and plug in the camera so it reboots, after the reboot and the cameras light is solid blue move infront of the camera so it makes a new alert and we can see if what I had you do above fixed it or not.\nHuman Agent: Throughout the steps if you have any questions or have trouble just let me know I am here to help!."]
["Customer: Troubleshooting\nCustomer: My one camera is working just not the other one\nCustomer: I’ve done all that\nCustomer: AGENT \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Don’t see it\nHuman Agent: What do you see on the camera?\nCustomer: Nothing\nHuman Agent: There is nothing on the bottom or back of the camera?\nCustomer: No\nHuman Agent: Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Red light\nHuman Agent: Is that the red infrared lights around the camera lens? Or is is a single red light?\nCustomer: Single red light in the middle\nHuman Agent: Is it a light or is it just the camera lens?\nHuman Agent: Is the light flashing or solid?\nCustomer: Solid\nHuman Agent: Can you send a picture of it?\nCustomer: D/static_file/505485fb03_1_20250306140912.jpg\nHuman Agent: Okay, yeah, that is just the camera lens, that is not a light.\nCustomer: Ok\nHuman Agent: There will be a green or blue light in the camera when the camera is powered on. It may be hard to see the light depending on how you have it mounted. The light would be inside of the camera around the lens. You can also try covering the camera lens to block the light to the camera and see if the infrared lights around the camera lens turn on when there is no light to the camera.\nCustomer: Ok\nCustomer: That’s all I get\nCustomer: D/static_file/c4e46a2ab5_1_20250306141208.png\nHuman Agent: What about covering the camera lens and looking to see if the infrared lights turn on on the camera. Or looking for the blue or green light in the camera? We are not doing anything with the app at this point.\nCustomer: Nothing\nHuman Agent: If you do not see the red infrared lights turn on around the camera when you block the light to the camera, then it may be a power issue. Is the camera plugged in to an extension cord or power strip? Or is it plugged in to a wall outlet?\nCustomer: Extension cord\nCustomer:  But the other camera works just fine\nHuman Agent: Can you try plugging the camera in directly to a wall outlet? If there us still no light, then you would want to test a working power adapter. \nHuman Agent: The camera uses a 5V1A power adapter with a micro-USB connector. It is a common power adapter, and you can test with the adapter from your working camera since we know that works to power a camera.\nCustomer: I’ve tried that\nHuman Agent: You have the camera plugged in currently with the power adapter from your working camera?\nCustomer: Yay it works now\nHuman Agent: That is good. If it works on another power adapter, then it is likely the power adapter that is the issue."]
["Customer: We have a new ISP and our cameras are not working \nCustomer: We have a new ISP and our cameras are not working \nCustomer: I have to do this for all 10 cameras?\nCustomer: I have to do this for all 10 cameras?\nCustomer: Holy crap.  Most of them are installed in hard to get to locations\nCustomer: Holy crap.  Most of them are installed in hard to get to locations\nCustomer: jesus youre a bot\nCustomer: jesus youre a bot\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Yes you were talking to the chatbot. I am a live agent though, whenever you change the Wi-Fi name, password or router you have to go through the setup to reconnect the cameras again, If you unplug and plug in the cameras then try the setup sometimes it will help with the setup, when one camera connects it wills end the signal out around it and could bring multiple online, rebooting helps make the cameras more sensitive for this to occur. \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Yes you were talking to the chatbot. I am a live agent though, whenever you change the Wi-Fi name, password or router you have to go through the setup to reconnect the cameras again, If you unplug and plug in the cameras then try the setup sometimes it will help with the setup, when one camera connects it wills end the signal out around it and could bring multiple online, rebooting helps make the cameras more sensitive for this to occur."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: No aignal\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: No signal\n\nCustomer: Restart\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Need help\nCustomer: Camera won’t scan phone\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: 19G41H411282\nHuman Agent: ZMD19G4IH411282 uses QR code setup.  Is the indicator light blinking green?\nCustomer: Yes\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*"]
["Customer: Chat with chat\nCustomer: Customer chat care\nCustomer: Switch out IP address \nHuman Agent: Hi my name is Wendy.  Are you needing help setup your 6 wifi cameras again?  All 6 cameras show offline.\nCustomer: Hi Wendy we switched our modem\nHuman Agent: Okay.  Are you needing help setup your 6 wifi cameras again?  All 6 cameras show offline.\nCustomer: What’s the best way to switch our cameras \nHuman Agent: The cameras will need to be setup to the new wifi info\nHuman Agent: Are the indicator lights on the cameras blinking green right now?\nCustomer: So I would need to reprogram all 6 cams again\nHuman Agent: yes\nCustomer: So to go add new device \nHuman Agent: First could you please check if the indicator lights are blinking green? that means the cameras are in setup mode\nCustomer: Yes it’s green\nHuman Agent: Blinking green right? or solid green?\n\nCamera named Out#1 uses Zink setup the other 5 cameras use QR code setup\n\nQR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the phone app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nHuman Agent: ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step."]
["Customer: You dropped off when I was trying to get the QR code read\nCustomer: -1\nCustomer: Won’t read qr code\nCustomer: -1\nCustomer: I don’t see a button \nCustomer: Agent\nCustomer: There was a previous chat that we got bumped off.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you send me the cameras Model and ID number, the ID will start with ZMD.\nCustomer: Zmd17cqi8207381\nCustomer: Portable\nHuman Agent: The only setup this camera will take is the QR code setup. Can you go through that setup then take a screenshot of the QR code and send that to me so I can review it. \nCustomer: Model zh-ixy2j\nHuman Agent: I sent a message above.\nCustomer: D/static_file/214e25ecb7_1_20250103165128.jpg\nHuman Agent: Is this on an android or an apple tablet?\nCustomer: Apple \nHuman Agent: Okay, It looks like you are trying to set up the device on a guest network that will not work you will have to use a different network as the camera wont setup on a guest network properly. \nHuman Agent: do you have another network you can connect to and try the setup on?\nCustomer: Yes but it’s 5ghz\nHuman Agent: That wont work with the setup either. You will have to have a 2.4GHZ network thats not a guest netwrok to setup the camera on.\nCustomer: It’s an ASUS router that runs both 5 and 2.4. My other cameras are running on it fine\nHuman Agent: Okay, normally Guest networks don't work with the cameras for the setup. Are you perhaps able to try the setup from another device such as a  normal phone instead of the tablet?\nCustomer: I’ve tried both.\nCustomer: I also have 1 outside camera with the same problem \nHuman Agent: The QR code on the tablet may be too large for the camera to read it properly, can you try it from a phone again then let me know how the lights on the camera react when you show it the QR code.\nCustomer: Ok\nHuman Agent: Okay\nCustomer: It just continues to flash green then blue\nHuman Agent: If its flashing green and blue rapidly back and forth that means its connecting but not getting any internet. Are you able to check the routers firewall to make sure its not pausing or blocking the camera? if tis not you may either have to change the network from a guest network to a normal 2.4ghz network to get the cameras to connect and get internet or try disabling the routers firewall to see if it will connect. \nCustomer: I’ll take a look. Is there some way to save this chat so I don’t have to start over with a new support person?\nHuman Agent: There's not a way to get a specific chat person really,  Once you get an agent you can mention that you chatted before and they can pull up the records of this chat if you don't happen to get me again. \nCustomer: Ok, how do I reference this chat?\nHuman Agent: You just say you chatted before when talking to a rep, the chats linked to your account files so we would then just lookup the account to see the previous chats you have had with us to find it. \nCustomer: Ok thanks"]
["Customer: Set up\nCustomer: Hola! Español\nCustomer: tengo una cámara que no funciona son 5,me puedes ayudar\nCustomer: parpadea verde,esta se me hace difícil bajarla donde esta,esta identificada como nelida\nHuman Agent: Hola, has contactado con atención al cliente. Mi nombre es Grant. ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debería comenzar con ZMD y debería estar en una pegatina blanca en la cámara o en el soporte, normalmente debajo de un código de barras.\nCustomer: 16EQ17513741\nHuman Agent: Gracias. Sé que antes dijiste que parpadeaba en verde, pero ¿puedes desconectar la cámara y volver a enchufarla? Luego, cuando la vuelvas a enchufar, avísame qué luz ves en la cámara y si la luz cambia.\nCustomer: D/static_file/72d42da285_1_20241010172650.jpg\nCustomer: Esta en el techo no tengo manera\nCustomer: le envié QR\nCustomer: esta en verde no parpadea \nHuman Agent: Bien, hay un problema con la configuración del teléfono. Debes activar la configuración de Ubicación. Vaya a la configuración de su teléfono y asegúrese de que su Ubicación esté activada. Luego vaya a la configuración de la aplicación y busque la aplicación Zmodo y asegúrese de que la aplicación tenga permiso para usar la ubicación de su teléfono mientras usa la aplicación y, si hay una configuración de Ubicación precisa, actívela también.\nCustomer: ok,gracias \nHuman Agent: De nada."]
["Customer: Set up\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  Front porch & back porch cameras show offline.  Are you needing help getting them setup again?\nCustomer: Yes\nHuman Agent: What color are the indicator lights on the cameras? and are the lights blinking or solid?\nHuman Agent: It looks like you got them setup - cameras ZMD19G1IHC10771 & ZMD19G1IHC11146 both show online now."]
["Customer: Cameras won’t connect to my new internet \nCustomer: How do I reconfigure my cameras\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  You are trying to setup the mini indoor cameras 1-4?  \nHuman Agent: What color are the indicator lights on the cameras? and are the lights blinking or solid?  The red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid."]
["Customer: Set up\nCustomer: I can't get my Wi-Fi cameras to set up with my new Wi-Fi password\nHuman Agent: Hi my name is Wendy.  Are the indicator lights on front yard, patio, kitchen camera, & kevin's room blinking green right now?\nCustomer: Yes\nHuman Agent: The cameras will need to be setup again to get them back online.  All 4 cameras can use QR code setup\nHuman Agent: Zmodo QR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n***The camera should be next to your router during setup, 5ft or less to your router***\n\nCustomer: Ok let me try that\nHuman Agent: okay"]
["Customer: Agent\nCustomer: One of my cameras stopped working \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are the lights flashing or solid and what color are they?\nCustomer: Hi the camera is flashing green \nHuman Agent: Did you change the router or the Wi-Fi name or password recently?\nCustomer: No\nCustomer: Does it show that I did?\nHuman Agent: There is not a way to tell for that unfortunately. Have you tried rebooting the cameras and seeing how they respond? \nCustomer: I tried but couldn’t figure out how \nHuman Agent: to reboot the cameras you just unplug and plug them in. \nCustomer: Oh okay yeah I had it unplugged all night \nCustomer: I couldn’t put the antenna on so maybe that is why? I think I may have lost the box it came with\nHuman Agent: The cameras do need their antennas to work properly, otherwise they cant be far from the router. \nCustomer: Shoot!! Would it be possible to send me one?\nHuman Agent: How long ago did you purchase this camera?\nCustomer: Not long ago less the a week\nHuman Agent: Okay, we have a process called RMA where you can try to get a replacement antenna on the warranty. Let me grab you the link to that forum, one moment \nCustomer: Thank you so much!\nHuman Agent: https://zmodo.com/rma Here is the link, when you are filling out the forum be sure to list the RMA for an accessory, not the whole camera. \nCustomer: Got it. Bless you! Take care\nCustomer: I tried going to that address but it leads me here when I press to talk to a agent because I couldn’t find where forum at?\nHuman Agent: when you go to the link, it will show the RMA and explain how it works, at the bottom you then click to reveal the forum \nHuman Agent: you may try copying the link and pasting it into your browser\nCustomer: I did \nCustomer: I’m dealing with a very bad migraine is there anything you can help with as far as setting up the camera?\nHuman Agent: No, it sounds like you will have trouble with the setup unless it has an antenna, you will need that first. \nHuman Agent: I cant ry to email you the link instead, you may want tot ry another browser if its opening the app for you though. \nCustomer: That will be fine \nCustomer: I just found the antenna!\nHuman Agent: I sent you the RMA forum again in the email. \nHuman Agent: Great! Put it opn the camera now then do a reboot and go through the setup with it. \nHuman Agent: it looks like the camera came back online but is not on the account, if you have trouble with it letting you add the camera again let me know, I can add it back to the account for you, I just have to give it a name again so you would just tell me what to name it. \nCustomer: Yes I cannot get it fully back on\nCustomer: Ryn\nCustomer: Thank you so much! Your my camera hero!\nHuman Agent: Okay, One moment while I re add it with the name Ryn for you\nCustomer: 🧜🏻‍♀️\nHuman Agent: Alrighty, I jsut re added it back to the account for you, you may have to refresh the app but check it out and let me know if it looks okay in the app for you live. \nCustomer: Okay it’s working now \nHuman Agent: Great! is there anything else I can assist you with today?\nCustomer: Nope I’m all set! Thank you billions!!\nHuman Agent: Fantastic, thank you as well. Have a lovely day"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Cameras do not come on\nCustomer: Set up\nCustomer: Phone number for customer service \nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: We can try to do it here. When my android phone updated, I  couldn't view my live screens.\nHuman Agent: Okay, Right now when I look up your account, all the cameras are telling me they are offline, are you able to take a look at the lights on any of the cameras and let me know what color they are and if they are solid or flashing at all?\nCustomer: Flashing green \nHuman Agent: did your wifi name, password, or router change at all recently? \nCustomer: Yes \nHuman Agent: Okay, whenever you change any of that the cameras will go offline. To reconnect them you will have to go through the setup with the new wifi info to reconnect. \nCustomer: OK I will try that. Now do I have to delete all the cameras,  then start all over again?\nHuman Agent: You do not have to delete the cameras to set them back up, you can reconnect them without doing that\nCustomer: Is there a easy way to do that?\nHuman Agent: Its the same setup steps as if its a brand new camera, you just wont have to delete the cameras. I recommend unplugging and plugging them in first to make them more sensitive to the setup, sometimes when one connects it will also connect others around it and rebooting first can make that more likely to occur. \nCustomer: OK thank you.  Happy Thanksgiving to you \nHuman Agent: Thank you, you as well. Have a great night"]
["Customer: Set up\nCustomer: how to disconnect camera from previous wifi\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. If the network is no longer there, it will automatically disconnect, otherwise you can also reset it from your account if it is online. Is the camera currently solid blue?\nCustomer: all devices still blue \nHuman Agent: Okay, would you be able to unplug the old router?\nCustomer: yes now the cameras are blinking green \nHuman Agent: Okay, you should now be able to set them up on the new router. Once they are solid blue and connected to the new router, you could then plug the old one back in if you would like. \nCustomer: thanks \nHuman Agent: No problem. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Camera light is solid green. I have verified the Wi-Fi password. It does not connect using the QR code.\nCustomer: -1\nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. \nCustomer: Have a camera with solid green a verified Wi-Fi password it will not connect via the QR code\nHuman Agent: The camera having a solid green light is an indication thyat its having trouble booting up, this is usually caused by a power issue, To check is this camera plugged directly into a wall outlet with the original cord or are you using an extension cable with the camera or another cord that did not originally come with it?\nCustomer: Original cord\nHuman Agent: and its directly in a wall outlet?\nHuman Agent: or how are you using an extension cord at all?\nCustomer: No extension cord it went solid green, then blinking green then out\nHuman Agent: okay, its fine if the camera turns solid green then flashes and the lights change, that part is normal, its jsut not normal when the lights stay solid green. \nHuman Agent: Can you tell me what the ID number of this camera is, the ID number will be on the cameras sticker and start with ZMD or GSG, it will not start with FCCID. \nCustomer: ZMD16CN I 720-0699\nHuman Agent: there wont be any dashes or spacing, can you perhaps take a picture of the sticker and send that\nCustomer: D/static_file/3f8a4df505_1_20250211145820.jpg\nCustomer: Here you are\nHuman Agent: Thank you, One moment\nHuman Agent: This camera was briefly online earlier but is offline right now. are the lights still a solid green or are they just black/out right now?\nCustomer: I had unplugged it right now. I plugged it back in and solid green.\nCustomer: Plugged in went green went blinking green now black\nHuman Agent: Okay, can you swap this cameras cord with another one at all then tell me if the lights react the same of it it changes at all?\nCustomer: Did daughter Randy no change?\nCustomer: Did that already no change?\nHuman Agent: Okay, that's unfortunate, this means there is an issue it with the shorter portion of the cameras cord, or internally with the camera itself unfortunately that's keeping it from booting up properly. You can try moving or adjusting the cord to see if that gets the camera to react properly but based on you trying another cord and it reacting the same I don't think will be a consistent solution and the camera wont stay online as it should. \nCustomer: Exchange it\nHuman Agent: We dont have an exchange program, this camera is also outside of the warranty period to qualify for a replacement."]
["Customer: My account needs to be updated \nCustomer: I need to talk to someone \nCustomer: When will my account be restored \nCustomer: I need to talk to a real person \nCustomer: Agent \nHuman Agent: Hi my name is Wendy\nHuman Agent: The 6 wifi cameras connected to this account are offline.  Did you get a new router? or update your wifi name or password?\nCustomer: Yes- new WiFi\nHuman Agent: The cameras will need to be setup to the new wifi info.  All 6 cameras can use QR code setup.  Are the indicator lights on the cameras blinking green right now?\nCustomer: I think some are.\nHuman Agent: Okay blinking green means the cameras are in setup mode.  You can set the blinking green cameras using QR code setup.\n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: Do I have to take each camera down- in plug it and go to the router?\nHuman Agent: You can try setting them up where they are mounted but i fyou have trouble getting them setup moving them next to your router can help\nCustomer: When do I put in the new WiFi information??\nHuman Agent: During setup.  You will need to enter your 2.4GHz wifi info during the QR code setup process\nCustomer: Well I’ll have to try all that - is my account active and paid up to date?\nHuman Agent: for cloud plans? Let me check your account\nCustomer: Ok please \nHuman Agent: Yes your (3) 7-day monthly apple plans renewed today on cameras ZMD18ADIH505590 front door , ZMD18ADIH505759 back door , ZMD18ECIH800459 front porch\nCustomer: Ok thanks/ I’ll try all this tomorrow.\nHuman Agent: You're welcome"]
["Customer: Set up\nCustomer: My cámara desconnected \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Two of my devices are not connecting anymore \nCustomer: Power is good\nCustomer: WiFi is good\nCustomer: Troubleshooting\nCustomer: Can you test my connections?\nCustomer: I had two devices that were working fine. Now they seem they won’t connect and is not working \nHuman Agent: Hi my name is Wendy.  Cameras named basement bar & smart device show offline.  Are these the 2 cameras you are needing help with?\nCustomer: Yes\nCustomer: How do I get them back online?\nHuman Agent: What color are the indicator lights on the 2 cameras? and are the lights blinking or solid?\nCustomer: Solid\nHuman Agent: solid green or solid blue?\nCustomer: Color both blue\nHuman Agent: could you please unplug your router then check if the indicator lights on those 2 cameras start blinking green or stay solid blue with the router unplugged?\nCustomer: Are you still there?\nHuman Agent: yes I am here\nHuman Agent: Did you unplug your router?\nCustomer: When?\nCustomer: Do I need to unplug it and plug it back in?\nHuman Agent: could you please unplug your router then check if the indicator lights on those 2 cameras start blinking green or stay solid blue with the router unplugged?\nCustomer: Ok\nCustomer: One started blinking green and the other stayed solid blue. A message came up say they was looking for my local network to connect. Plug it back up and click allow \nHuman Agent: Okay.  Which camera stayed solid blue?\nHuman Agent: Smart Device\t right?\n\nCustomer: The basement camera is working now \nHuman Agent: Do you have any wifi extenders or boosters that the smart device camera may be connecting to?\nCustomer: No, it was working at one time\nHuman Agent: okay so no other routers, wifi boosters or wifi extenders at the location? Only 1 router?\nCustomer: The smart device is an added camera and not on a cloud service \nCustomer: The other two are\nHuman Agent: okay but you have only 1 router at the location of the camera named smart device?  no other routers, wifi boosters, or wifi extenders?\nCustomer: Correct \nHuman Agent: Could you please unplug smart device for 1 minute? then plug it back in again? \nHuman Agent: see if that will get the camera to stay blinking green or if it will go back to solid blue\nCustomer: Okay I did\nHuman Agent: okay let me know if the indicator light stays blinking green or does it switch back to solid blue after you plug it in again.\nCustomer: It’s working now \nHuman Agent: great!\nCustomer: Thanks\nHuman Agent: You're welcome"]
["Customer: I need to update phone number \nCustomer: Agent\nCustomer: Set up\nCustomer: I need to update my phone number \nCustomer: I have a new one \nCustomer: 8329549929 is my new number \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Once you create an account with a phone number or an email there is no way to change it, only thing you will be able to do is set a contact email to get emailed notices. \nCustomer: What if account is deleted? \nHuman Agent: accoutns can only be deleted by our end after completing a special forum, it will not be deleted. as long as you know the old phone number and password you will be able to log in. \nCustomer: Thank you I had another question my doorbell doesn’t seem to be working \nCustomer: I just submitted the payment \nHuman Agent: Okay, when you look at the lights on the front of the camera what is the color and is it solid or flashing?\nCustomer: Flashing \nHuman Agent: did you recently change your Wi-Fi name, password or the router?\nCustomer: Flashing green \nCustomer: Yes we did \nHuman Agent: okay, this camera will need to be set back up again for it to reconnect, I would recommend doing a reboot on the camera first by disconnecting it from power, draining the power by pushing the doorbell button until the light goes out then restoring power, you can do this by either taking the face off the doorbell then pushing the button, or by flipping the breaker off then pushing the doorbell button until it drains. \nHuman Agent: after that then you can go through the setup process. \nCustomer: After how would I do the set up process \nHuman Agent: it looks like this cameras main setup was Zink, but it may also take the QR code setup, I will send you both setup steps for you to take a screenshot of \nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space in-between. The camera will automatically scan the QR code.\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Need more help \nCustomer: Talk to support \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Hi \nCustomer: Zmd12ki47222885\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: For now it’s the solid green light \nCustomer: But still on the process of booting up \nCustomer: Now solid blue \nHuman Agent: If the light is solid blue, then that means that the camera is connected to a Wi-Fi network. However, the camera is offline, which means the network it is connected to is not giving the camera internet. Are you trying to setup the camera on a new network?\nCustomer: Yes \nCustomer: I did try to connected by sink and using the rq code \nCustomer: None work \nHuman Agent: That is because the camera is still connected to a Wi-Fi network. Do you have your old router or any Wi-Fi extenders?\nCustomer: None of the old but I try g to connected to an AP\nCustomer: That I have designated for the cámaras alone with a 2.4\nHuman Agent: The light on the camera is solid blue, which means it is already connected to a Wi-Fi network. Can you unplug your router and leave it unplugged? Then can you look at the light on the camera and let me know if it changes from the solid blue?\nCustomer: Ok hold on \nCustomer: Blinking green \nHuman Agent: Okay, then that means that it was getting connected to that router. You unplugged your new router, correct?\nCustomer: Yes \nHuman Agent: So it was connected to that router, but the router was not giving it internet access. You can try plugging the router back in.\nHuman Agent: Once the router is finished booting back up, the camera may reconnect, and if it does not, just unplug the camera and plug it back in.\nCustomer: Ok I just did \nCustomer: Ok \nCustomer: All other cámaras connected to the router this one still on blinking green \nHuman Agent: Alright, can you unplug the camera and plug it back in?\nCustomer: Solid blue \nHuman Agent: It is still offline. You may be able to add it with a LAN Search in the app, but you will want to check your router settings as something on the router is not giving the camera internet access.\nHuman Agent: You can check to see if the device is paused on your network. You would also want to check the firewall and security settings that could be stopping the camera from getting internet access.\nCustomer: I had the same issue once before with a another camara and they just add it with  the other 2 I had connected on the same AP \nHuman Agent: The issue here is that the camera is connected to your Wi-Fi network, so it will not make the ZMD_SAP network. You can reset it with the reset button on the bottom and try to set it up again.\nHuman Agent: It may cause the same issue where it connects and stays offline. If that is the case, then you will want to check your router settings.\nCustomer: I check \nCustomer: And I have 3 other cámaras zmodo connected \nCustomer: On the same network \nHuman Agent: Devices can be blocked from internet access individually. That is why I recommended checking the devices to see if there are any paused or blocked devices on your network. Also checking the firewall and security settings as that can limit what access certain devices have to the internet."]
["Customer: Hi Mira.. tnx 4 piking up.. how do i refresh/ retrived 2 of my cameras dat i deleted?? 😳 its not on my fon anymore!! \nCustomer: How do i recover d 2 camers i deleted back to my camera??\nCustomer: K.. how do i do that?? I tried ading it back… do i go thru d QR code?? 🤔\nCustomer: I did dat but am having problem using d QR code it seems my camera z not conecting 2 fon… do have any oder advice 2 conect pls?? 😳😩\nHuman Agent: Hi my name is Wendy\nCustomer: The QR code is not conecting 2 my fon…\nHuman Agent: Please provide the device ID of the camera/s  you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nHuman Agent: What are the device IDs on the cameras you are needing help with?\nCustomer: Hi Wendy… am sori am at work . D camera z at home.. so if if i finf d IDs.. wat do i do next later??\nHuman Agent: If you can let us know the device IDs on the cameras we can check what setup method they use.\nHuman Agent: then you will be able to setup your cameras\nCustomer: Ha k.. wat do u mean by set up method?? 🤔\nHuman Agent: the setup method the camera uses to set the camera back up to your account\nHuman Agent: qr code / zink / EZLink / Smartlink are a few of the setup methods your cameras may use.\nHuman Agent: with the device ID I can check what setup method the cameras use\nCustomer: Ha k.. can i txt u bak 2 moro Wendy 4 dat info?👌\nHuman Agent: yes live agents are available here on live chat M-F 9am-6pm CT\nCustomer: K tnx so much 4 yur tme.. bye 4 now..\nHuman Agent: bye have a nice day!"]
["Customer: My contact info : turbon8@gmail.com\n                             951-445-5405\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: D/static_file/b03b7ae56f_1_20241120100336.png\nCustomer: Can you see the top clip in the screen shot? That is someone sleeping in their bedroom but it’s not mine\nHuman Agent: Yes I can see that screenshot, when you click on the event, what are you able to see?\nCustomer: D/static_file/3ab2111a4f_1_20241120100658.jpeg\nHuman Agent: Yes I can see that screenshots, when you click on the event, what are you able to see?\nCustomer: Can you see it’s channel 3 ? The 2 clips circled in red toward the bottom are what my cameras are supposed to see, the one on the top is not my camera but it’s showing up in the app\nCustomer: When I clicked on it . I saw the person sleeping in their bedroom then it would switch back to my camera\nCustomer: D/static_file/3ecc76b040_1_20241120101119.png\nCustomer: You can see the event went to replay after I clicked\nCustomer: It did change back to my view shortly after. \nCustomer: How does this happen ? \nHuman Agent: so when you click on the event it does play to where you can see a clip of the person sleeping or is it more like a screenshot?\nCustomer: Idk know , it happened pretty quick , \nHuman Agent: I want to take down your information to pass along to my supervisor while we investigate this to keep in touch with you, is the best email to reach you the one you sent earlier turbon8@gmail.com? also what type of phone do you have android or apple?\nCustomer: Yes that is my email ,I want to know how that happens ? It’s a privacy and security issue and I would like to address any vulnerabilities.\nCustomer: iPhone 15 promax\nHuman Agent: Perfect, I passed along your info. At this time we will need to investigate to figure out what the issue is to let you know what the cause is.\nCustomer: Ok tganks\nHuman Agent: thank you as well, Keep an eye on your email for updates on this matter, please let us know if you at all see more events like this for us to add to the report as well, sometimes our emails can go to spam so be sure to check that inbox as well. Have a great day"]
["Customer: Troubleshooting\nCustomer: Support \nCustomer: Agent \nCustomer: Troubleshooting\nCustomer: Video connecting time out\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?"]
["Customer: Agent\nCustomer: Hello Kylie\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Yes I keep seeing this in one of my cámaras I did everything I was supposed to do and nothing \nCustomer: D/static_file/99acc5a5bd_1_20250120151955.jpg\nCustomer: You still there\nHuman Agent: Yes, What type of phone do you have that you are using for the app?\nCustomer: Samsung \nHuman Agent: Okay, can you try deleting the app and reinstalling it again?\nCustomer: Okay \nHuman Agent: if that does not resolve the issue try changing the font that your phone is using back to the default then reboot the app and try again. \nCustomer: Okay still the same \nCustomer: It's weird because all my other cámaras are working but not that one\nHuman Agent: did you try deleting and reinstalling the app and also changing to a default font? \nCustomer: Yes\nHuman Agent: Okay, are you able to unplug the camera, then plug it back into power and tell me how the lights react? I want to know what color the light is once plugged in, and if that changes and how it changes with both the color and if its solid or flashing as well.\nCustomer: I can unplug it but the cámara it's outside\nHuman Agent: Okay, how far away is the camera from the router inside your home? \nCustomer: One room from where it's the camara\nHuman Agent: Are you able to give me a disctance in feet at all?\nCustomer: 20 feet\nHuman Agent: Okay. Are you able to bring the camera closer to the router, plug the camera in then see if you are able to view the live video?\nCustomer: I can't do that right now it's freezing outside\nHuman Agent: Okay. Once you are able to do that then you can contact us again for further support."]
["Customer: How do I turn the volume on so I can hear and talk?\nCustomer: Where is the microphone?\nCustomer: 1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The cameras you have on this account do not have a micro phone at all"]
["Customer: Hi I was trying to set up the camera at my mother in laws house and I moved the internet . I tried it at my house first. Can you reset the free trial . I just tried it today \nCustomer: Can you rest the free trial for this account . I just started it today \nHuman Agent: Hi my name is Wendy.\nHuman Agent: Are you needing help with camera ZMD12JQBC201026 Theresa?\nCustomer: Yes \nCustomer: It will not connect to my app\nHuman Agent: The camera shows offline.  Are you needing help getting it setup again?\nHuman Agent: is the top of the camera blinking green?\nCustomer: It’s solid blue \nHuman Agent: camera shows offline on my end.  Solid blue means the camera is connected to something on your network\nCustomer: But it won’t establish video connection \nHuman Agent: do you have more than 1 router? or any wifi boosters/extenders that the camera may be connecting to?\nCustomer: It might be the internet is not working well\nHuman Agent: Solid blue means the camera is connected to something on your network\nCustomer: I think it is the WiFi at her house \nCustomer: I will have to trouble\nShoot that \nCustomer: Thanks \nHuman Agent: okay sure.  Please contact us again if you need any further assistance\nCustomer: Thank you so much \nHuman Agent: You're welcome!"]
["Customer: Can't connect camera to my new internet \nCustomer: And how do i do that \nCustomer: How to reconfigure the camera \nCustomer: So does that mean I have to uninstall the app\nCustomer: I'm not getting it\nCustomer: I'm trying to connect my camera to my new interior \nCustomer: Internet \nHuman Agent: Hello, you've reached customer care, my name is Kylie. To reconnect the cameras to the Wi-Fi you will go through the setup with the new Wi-Fi information to reconnect the cameras. \nCustomer: But where do I start \nHuman Agent: First you would reboot all of the cameras, Then you would try the QR code setup first, if the camera does not react to the setup you can try another one, or you can then try to go through the Zink setup. In the app you would go to the home page, click the plus then begin the setup there. \nHuman Agent: We will be closing at 6PM central time. I can continue to assist you until 6 PM CT Via chat, I can send you the call scheduler or I can also follow up via email if you prefer, what would you like to do?\nCustomer: I got it but only 2 out of 5 is working \nCustomer: Sorry\nHuman Agent: Okay, have you tried both the QR code and the Zink setup with those other caemras?\n\nHuman Agent: also do you prefer Email follow up or want me to send the call schedule in the chat before the end of the night?\nCustomer: Yes email please \nCustomer: I did the zink one\nHuman Agent: Okay, I will send you an email to brochford28@live.com \nHuman Agent: Try the QR code setup, and the Zink again, if you still have trouble respond to my email with the cameras Model and ID number which will be on its sticker. I will send the email now\nCustomer: OK thank you \nHuman Agent: No problem, have a great night"]
["Customer: I'm having problems with my from camera going out. Is there a life expectancy on these?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. There is not a specific life expectancy. What is the indicator light status on that camera? I'll need to know color and whether or not it is blinking. \nCustomer: It's bitter cold and that seems to trigger it not working. This is a wired unit. Do wireless have this issue too?\nCustomer: The light is blue and steady.\nHuman Agent: The majority of our outdoor devices have a minimum temperature range of 14 degrees Fahrenheit. They often work well below that, but could start to have issues below that temperature in some situations. Solid blue though implies it is powered up and connected to a router, but it seems to not be online currently. Have you already restarted it by unplugging it and plugging it back in? \nCustomer: Nope. Let me try that.\nHuman Agent: Okay. \nCustomer: It's been a whooping 8° HERE. The damn thing probably froze to death!\nHuman Agent: While 14 degrees is the minimum for the official specifications, I've had the same model outdoors at my own home since around 2019 and have yet to have an issue myself. We are located in central IL so it can get around that or lower. Currently it's 13 degrees for example. \nCustomer: I have other issues too. The front side porch camera lost its night vision.\nHuman Agent: Please go to it's live view, hit the settings gear in the top right, then go to the night vision settings there. Is it currently set to auto? \nCustomer: Hang on I'll check.\nHuman Agent: Okay. \nHuman Agent: It does look like the restart got front porch online again. If you have not already, you can also check it's live view to make sure you can see from it. \nCustomer: The night vision is on auto.\nHuman Agent: Okay, if you cover the front of the camera with your hand for a few seconds, does it kick on or do you hear a click at all?\n\nCustomer: Holy cow that worked!!! You are my hero.\nHuman Agent: Wonderful, glad it's working. If it's not coming on at night, do you have a light nearby that may be causing it to stay in day vision mode?\nCustomer: That might be it because they moved the street light closer to it in my yard. So it is pretty light out there.\nHuman Agent: If you have the option of sensitivity for night vision in the settings, you could try adjusting that. Otherwise repositioning to get less of the light from the street light may help. \nCustomer: I have more issues. My roommate who set this up did it on his phone. He died. So I don't have his password. Is there anything I can do to be the primary? It's always been my credit card info so it is my system.\nHuman Agent: So lynndurkinrarick@yahoo.com is not your own email then? Do you have another account under your own email at all?\nCustomer: No that is me.\nCustomer: Hmm? Because when I had to give your company I new credit card this last year the guy gave me issues telling me I had to get a new account and pay the higher price. Us that true?\nCustomer: Is that true? So I can use my phone instead of using his old phone?\nHuman Agent: The account itself is under lynndurkinrarick@yahoo.com. So if that's your email, you should be fine to log in on your own email. I'll check past contacts to see what was said then. \nCustomer: Okay . Because yes I am Lynn, and that is my email. You're really making my day.\nHuman Agent: It looks like it was me you spoke to on the phone last year. This is your account, but the cameras were subscribed on the old account before moving them to this one. They'll remain active as long as it can continue to bill unless cancelled, but to get the billing email under your own email or to change the subscription to this account to where you could update the payment method from this account, you would lose that legacy half off additional devices promotion you have with the old plan you have active now. \nCustomer: So. I'll have to keep his phone then?\nHuman Agent: If you need to update your billing information and his phone is able to log into his account, then yes. Otherwise once you need to update billing information next you would be unable to do so and when it cancels due to non-payment, you would lose that discount. \nCustomer: The other issue with that is I took his camera usage off his phone because his sister has his latest phone and I didn't want her to have access to my cameras.\nHuman Agent: That should be fine. While the old account would be needed to update billing, it does not need access to the cameras on the current account to do so. \nCustomer: That seems like a bad rule since it was always my system on my house paid by my bank account. So, what's going to happen if I want to buy more equipment?\nHuman Agent: Unfortunately that subscription was started on a different account and we cannot give access to their payment management to another account. Any new subscriptions would be at the normal rate unless you were to subscribe during a different promotion. \nCustomer: When are your promo periods?\nCustomer: I wish Ron would have told me what he was doing when he took my phone to set it up. He left me all kind if codes 'rwasrocks' 5129, but do you think he'd leave me one that was useful? Hell no!!\nHuman Agent: We often have promotions around holidays, but I do not currently know when the next one will be. \nCustomer: Anyway, I guess I'm good for now. Thanks for your help. Stay warm over there.\nHuman Agent: No problem, you stay warm as well!"]
["Customer: Troubleshooting\nCustomer: Its not working for 3 days now \nCustomer: That didn’t work\nCustomer: My camera isnt giving me data \nHuman Agent: Hi my name is Wendy.  front door and backdoor2 show offline. Are these the 2 cameras you are needing help with?\nCustomer: Yes \nHuman Agent: are the indicator lights blinking green on both cameras?\nCustomer: I only care about front door. And yes\nHuman Agent: Blinking green means its in setup mode ready to be setup.  The cameras use QR code setup\nHuman Agent: QR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n\n\nCustomer: The front door is already set up. How do i switch wifi connection? \nCustomer: My wifi changed recently. How do i change wifi settings in app\nHuman Agent: There isn't a way to just update the wifi settings.  you would need to go through the setup process again to set the camera up to the new wifi info\nCustomer: Well that sucks \nCustomer: Is there something you can do on your end to fix this? \nHuman Agent: I can't do anything remotely to offline devices.  You will want to set the camera up using QR code setup\nCustomer: Well thanks i guess \nHuman Agent: You're welcome"]
["Customer: I have changed the power supply and still don't have power\nCustomer: I have tried a different outlet and still no power\nCustomer: I did that also\nCustomer: I have tried multiple different outlets and power supplies and my camera still has no power\nHuman Agent: Hi my name is Wendy\nHuman Agent: Camera named Back? is this the camera that is not powering on?\nCustomer: That is correct \nHuman Agent: Unfortunately if you have tried plugging the camera in to other wall outlets and have tried other working power adapters and the camera will still not power on the camera is most likely defective.\nHuman Agent: You are not using any extension cords, power strips, or surge protectors? You are plugging the camera in to a wall outlet with just a working 5v 1a micro usb power adapter?\nCustomer: It hasn't been working for awhile now and I'm just getting the chance to look at it. That is correct just the power supply that came with the cameras directly into the wall. I took the cord off of our front camera that is working and swapped them. The front camera is still working but nothing on the back\nHuman Agent: okay most likely the camera is defective.\nHuman Agent: There are SHO 1080p bullet cameras available on Amazon if you are wanting to purchase a replacement camera. \n\nWe no longer have 720p models.\n\nhttps://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7/ref=b2b_gw_d_cue_lf_d_sccl_2/141-1693119-0779641?pd_rd_w=rTTs5&content-id=amzn1.sym.385d5c79-7be9-4802-802e-5e837b2be04a&pf_rd_p=385d5c79-7be9-4802-802e-5e837b2be04a&pf_rd_r=VCSBHC01TN789TXRD4SJ&pd_rd_wg=Zw5Co&pd_rd_r=1a268c95-7c07-45ae-8e2c-e28f66fd8293&pd_rd_i=B0978WDJK7&psc=1\nCustomer: How do I go about canceling the subscription for the current camera? And since I've been paying for it without it working is there any chance I can get any of that back?\nHuman Agent: let me see how you are subscribed, one moment\nHuman Agent: In order to change your subscription you can go to the cloud tab in the mobile app, choose to subscribe, and then subscribe for only the one camera you want subscribed. As it is a downgrade, the next renewal date would then roll into your new 1 camera subscription. If you would prefer to cancel entirely, you would do so from your Apple subscriptions. https://support.apple.com/en-us/HT202039\n\nCustomer: Thank you. Does that mean no chance on any kind of refund?\nHuman Agent: No, cloud plans need to be cancelled before the renewal date otherwise they auto renew.  They are not refundable\nCustomer: Ok thank you\nHuman Agent: You're welcome"]
["Customer: I cannot access my camera\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, my name is Grant. The cameras on your account are offline. There are a few potential reasons for that. Have you changed your router, Wi-Fi name or password, or your internet provider recently?"]
["Customer: Cómo ponerle auidio \nHuman Agent: Hola, mi nombre es Grant. La cámara de su cuenta son las cámaras Wi-Fi para interiores y exteriores Zmodo 1080p. Esa cámara no tiene funciones de audio bidireccional. Es por eso que el micrófono y los parlantes aparecen atenuados en su aplicación."]
["Customer: Troubleshooting\nCustomer: Camera not working \nCustomer: Camera not working and I am not at the site\nCustomer: Customer support \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera or one that was previously used?\nCustomer: It was used before\nHuman Agent: Okay, is the camera still bound to this account? if so what is the name of it.\nCustomer: It stopped working yesterday afternoon after I tried to change the time\nIt is called “ Front”\nHuman Agent: Did you perhaps accidentally hit the reset button?\nCustomer: I did not hit the reset button\nCustomer: I still have a subscription on it\nHuman Agent: Okay, do you see any lights coming from the camera? if so what color is it and are they flashing or solid?\nCustomer: I am not at the site\nHuman Agent: Okay, you will need to be at the location to troubleshoot with this device.\nCustomer: I am in Florida and camera is in michigan\nHuman Agent: Its possible that it may need rebooted but you may have to go through the setup with the camera to get it back online.\nHuman Agent: We cant really troubleshoot it remotely at all, its offline so someone will have to be there locally to do anything.\nCustomer: I am not there, is there another way\nHuman Agent: unfortunately no, its offline.\nCustomer: There must be another way, your colleague Dillon H told me to reset the time when the time jumps\nHuman Agent: No, you cant reset the time or do anything remotely while the camera is offline.\nHuman Agent: did you tap on reset at all?\nCustomer: No I did not, it gave me this option but I did not hit reset button\nHuman Agent: Okay, well, unfortunately nothing that can be done remotely while the device is offline so unless you are able to get someone to the location to troubleshoot nothing can be done at this time. \nCustomer: I have the serial number on this camera\nHuman Agent: Okay, refer to my last message above.\nCustomer: When I hit view it doesn’t say the camera is offline\nHuman Agent: I can see that the camera is offline on my end when I looked up your account.\nCustomer: If i have someone unplug and plug back in will the camera restart?\nHuman Agent: the camera will restart, but there is no guarantee if it will come back online, if after the reboot it does not you can also try rebooting the router, if that also fails then the next step is to go through the setup with the camera. \nCustomer: This camera is on a subscription \nCustomer: Can you move the subscription to the camera called Corner\nCustomer: The remaining subscription \nCustomer: Nevermind\nHuman Agent: I am not able to move the subscription form one camera to another for you, you can do that from the cloud section of the app, you would click edit next to subscription then click on the camera to disable to subscription form it, then click enable on the one you wish to move it to. \nCustomer: Ok\nHuman Agent: Okay, anything else I can assist you with today before we go?"]
["Customer: Troubleshooting\nCustomer: Not able to establish a secure connection\nCustomer: How to establish secure connection on meShare camera\nHuman Agent: Hello, my name is Grant. The camera on your account is currently offline, which means it does not have a connection to the internet. That would be why you are not able to view footage from the camera. Could you please unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?"]
["Customer: Troubleshooting\nCustomer: Trying to setup older camera to a different wifi. No success.\nCustomer: -1\nCustomer: How to factory reset zp-inb23-w camera\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Need help\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. What color are the lights from the camera and are they flashing or solid? \nCustomer: Flashing green and blue\nHuman Agent: Okay, can you send me this cameras ID number, I will look it up and see what setup options it can take, the ID will start with ZMD and be on the cameras sticker \nCustomer: ZP-1BH23-W\nCustomer: IBH23-W\nHuman Agent: that's the Model, There should be another number that starts with ZMD, sometimes it will be on a separate sticker on the cameras mounting bracket \nCustomer: ZMD17H4IF900597\nHuman Agent: Okay, this cameras only setup option is the QR code setup, have you tried to go through that setup with the camera after rebooting it (unplugging and plugging it in) \nCustomer: Yes, many times. Setup times out\nHuman Agent: Okay, when you hold the code Infront of the camera how does it react?\nCustomer: Act?\nHuman Agent: react\nCustomer: Setup voice states it has timed out. The camera does nothing that i can tell. What should i be looking for?\nHuman Agent: it should flash blue then turn solid blue, does it flash blue for a longer period of time when you hold the code in front of it or?\nCustomer: Keeps flashing blue and green\nHuman Agent: Okay is it one flash blue then one flash green back and forth or several flashes?\nCustomer: I flash each\nCustomer: One flash each color\nHuman Agent: okay, its possible that the camera may be connecting to the network but not getting any internet, there's a test to see if that's the case or not, unplug the router and leave it unplugged, then look at the lights on the camera and see if the flashes of green and blue are more in-between, if they are not reboot the camera then check it again and let me know. \nCustomer: Ok\nHuman Agent: Okay\nCustomer: I unplugged th router. Lights on camera continued flashing on each green and blue.  I unplugged camera for 30seconds or s tgen plugged back in. Camera flashing one each green and blue\nHuman Agent: okay, do you still have the old router plugged in or possible any Wi-Fi extenders?"]
["Customer: Troubleshooting\nCustomer: i set my resolution to a different setting. and now i have a screen that has input signal out of range, and i have a screen that is blank ,so i cannot reset the resolution\nCustomer: i'm not connected to a keyboard to make the suggestions\nCustomer: how do i get the resolution back\nCustomer: input signal out of range\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you elaborate more reguarding this issue, you said earlier to mira that you set the resolution to a different setting. Was that for the camera itself how did you go about changing that? (in the app, locally, on a computer)\nHuman Agent: Also I would like to look up more details for your devices, You currently are contacting as a guest so I cannot lookup what I need for troubleshooting without looking up the account or the device, would you be able to tell me either your account email/phone number you used to create the account on the app or tell me the devices Model and ID number? this will allow me to better provide support for your issue."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Camera help\nCustomer: Still need help\nCustomer: Camera won’t come up\nCustomer: Tried steps 1, 2 & 3\nCustomer: Still need help\nCustomer: Camera doesn’t work\nCustomer: Tried all steps\nCustomer: Live agent \nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: I’m having an issue with my camera. It’s not working \nCustomer: I’ve tried all troubleshooting steps and nothing \nCustomer: It says trying to establish a channel \nHuman Agent: What is the name of the camera on your account that you're trying to work on?\nCustomer: Camera 3\nHuman Agent: Okay, is it currently blinking green?"]
["Customer: How to connect to internet\nHuman Agent: Hi my name is Wendy.  Cameras named door steps and driveway show offline.  Are these the 2 cameras you are needing help with?\nCustomer: Connect camera to wifi\nHuman Agent: Hi my name is Wendy.  Cameras named door steps and driveway show offline.  Are these the 2 cameras you are needing help with?\nCustomer: Yes please \nHuman Agent: What color are the indicator lights on the cameras? and are the lights blinking or solid?\nCustomer: Green\nHuman Agent: blinking green or solid green\nCustomer: Blinking\nHuman Agent: meShare QR code setup instructions:\n\nIf the indicator light on the camera is blinking green, it is ready to be setup.  For the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\nTap the \"+\" icon on the app home screen in the top right. Please scan the attached QR code when it asks for your startup guide.  Follow the in-app instructions to complete setup.\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nHuman Agent: D/static_file/1ac25d8bdd_1_20240919142351.png\nCustomer: I tried it wont let me \nHuman Agent: Where do you get stuck in setup?  Do you get an error message? or what happens\nCustomer: It says i 5gz is not supported \nCustomer: What does that mean\nHuman Agent: Is your phone connected to 2.4GHz wifi? or 5GHz wifi?\nCustomer: 5ghz*\nHuman Agent: The router that your phone is connected should have a 2.4GHz wifi channel that you can connect to - if it hasn't been setup yet you can contact your router manufacturer or internet service provider for help getting that setup.\n\nAfter you can connect to 2.4GHz wifi then you will be able to start QR code setup\nCustomer: So i cant connect at the moment?\nHuman Agent: Not if you don't have a 2.4GHz wifi channel setup on your router.\nCustomer: Ok ill contact my wifi what should i ask them to do?\nHuman Agent: Ask them to help you setup a separate 2.4GHz wifi channel on your router and ask them to help you name them so you can tell the 2 channels apart.\nCustomer: Ok i will do that.  anything else you may think of i need to ask them for?"]
["Customer: I see alerts on my phone and am just now looking at them for yesterday and the program won't let me see the short video because the time expired. How long do I have to view videos?\nCustomer: Then why does it tell me alerts from yesterday have expired?\nCustomer: Read what I wrote\nCustomer: Read what I write\nCustomer: Get me to a human. This is terrible customer service. \nHuman Agent: The events will be available for 12 hours on the cloud.\nCustomer: Why only 12 hours?  It was never like that. Why does the chat not above say 7 days?\nCustomer: If I have to pay to see videos after 12!hours I'm going to stop using this and buy something else. What a terrible idea to cut it down to 12 hours. You are driving people like us away. \nHuman Agent: There are two Cloud Plan subscriptions. The Premium Plan records continuously and saves the footage for the last 7 days. That is why the AI Assistant said if you have the 7-day plan that you can see the footage for the last 7 days. The Platinum Plan is the same, but records for the last 30 days.\nCustomer: I bought this camera precisely because there was no monthly charge. I'll make sure to get onto media and steer people like me away. Terrible to get me accustomed to not having to be in a hurry and now a \"gotcha...pay up\". \nHuman Agent: The Cloud Plan pays for the storage for the continuous footage. You can still use the Live video and the motion events without a subscription.\nCustomer: The motion events are not showing up from last night (because I'm trying to view more than 12 hour). \nHuman Agent: Yes, if it has been more than 12 hours, they would no longer be available. If you want to save an event longer than the 12 hours, then you can download it to your phone or computer before it is deleted from the cloud after those 12 hours.\nCustomer: 12 hours is too short of a time. Bad business decision.  Every 24 is short but not unreasonable. It is unfair to us who bought without a 12 hour rule to now have to deal with it. \nHuman Agent: That is the way it is setup. Since storing footage requires servers and maintenance, that is why there is a charge for the Cloud Plans to maintain that."]
["Customer: Live agent pla\nCustomer: Live agent\nCustomer: Thanks\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Hi\nHaving some issues with clips are not sincronizing properly with nvr review or rewind \nCustomer: And also the firmware are not downloading takes too long almost 15 min and then says retry again\nCustomer: Firmware for 2 caneras\nCustomer: Hello?\nHuman Agent: Okay, let me look up your account to see what NVR and cameras you have, is the account under the danilofoto2009@hotmail.com email?\nCustomer: Yes\nHuman Agent: Okay, One moment\nCustomer: Ok\nHuman Agent: To confirm, When you are reviewing the clips is it on the NVR directly or from within the app?\nCustomer: With in the app as always\nAll started when the time change to winter time\nI am in fort Lauderdale fla\nCustomer: I try to reset the time zone\nAnd no results\nHuman Agent: when you reset the tiemzone are you going to the NVRs settigns from the app and selecting the timezone there or is it only on the cameras settigns youa re trying to change the timezone area?\nCustomer: Yes the apps setting on the nvr\nCustomer: I tried boths\nHuman Agent: Okay, Let me try and see if I can do a Sync from my end on both the cameras and the NVR for you.\nCustomer: Should I connect the nvr to my computer and reset it from there?\nCustomer: Ok I'll wait\nHuman Agent: I did a Sync now on all the cameras online and the NVR. \nCustomer: Soo\nCustomer: What should I do\nHuman Agent: are you able to try triggering the cameras by makign movement so it can create a clip then check and see if the time is now correct on the clips now. \nCustomer: Ok\nI will\nBut what abouth of doesn't work?\nShould I connect the nvr to computer or computer screen and  try to fix it from there?\nCustomer: And reset the nvr?\nHuman Agent: you wont be able to connect the NVR to a computer, you can opnly connect the NVR to a Monitor and connect it to a mouse. \nCustomer: And what the password will be? To open again\nHuman Agent: with the monitor and mosue you will be able to acess the settings for the NVR and be able to change the timezone directly onto it. \nCustomer: Yes yes. Sorry yes you are right\nHuman Agent: If you have never set a password it should be 111111, which is 6 1's. If you have set a password and forgotten it you will want to reset the NVR then it will have you go through the startup guide which will let you set a new password and also change the time zone\nCustomer: Ok \nAnd before I go\nWhat abouth the firmwares? That doesn't download?\nHuman Agent: be very careful with the reset though. Unplug it from the router first then you can reset it with the pinhole on the pack with a paperclip, just hold it for 30 seconds then let go. it takes about a minute for the reset then plug it back into the router. \nHuman Agent: For firmware your NVR and cameras are on the latest version so no need for a firmware change or update\nCustomer: Ok thanks\nCustomer: 2 caneras are showing to update the firmware\nThe one says porch\nAnd latest I purchased the mini\nCustomer: When I open the app\nAnd check the porch camera\nIs saying update firmware\nNow or remind me later\nHuman Agent: Odd, they show latest version for me, its possible the Devs have not updated us on a new firmware push, you can do an update if it says there is one available jsut make sure the cameras do not get unplugged and that you don't unplug or mess with the router while they are updating. \nHuman Agent: updates can take 3-7 minutes at the most for cameras typically. \nCustomer: No of course \nBut takes forever and then says retry again🤔\nCustomer: Ok\nCustomer: And last please\nWhat will be password for nvr if I open from computer screen?\nCustomer: 11111?\nHuman Agent: Sometimes if its taking a long time this can be due to the connection which can cause it to fail, if that happens you may want to bring the cameras closer to the router then try to do the update again. \nHuman Agent: it would be 111111, which is 6 1's\nHuman Agent: Feel free to take a screenshot of the chat if you need that in the future for yourself\nCustomer: Okk\nThanks for all your help😀\nCustomer: Thankssss\nHuman Agent: no problem, anything else I can assist you with before we go?\nCustomer: Not you were great\nThanks\nHuman Agent: Fantastic, if you do need further assistance, feel free to reach out to us again. Have a great day\nCustomer: 😀😀😀"]
["Customer: Why can’t I get footage of my recording I had them before \nHuman Agent: Hi my name is Wendy.  Camera named Z is offline.  The camera needs to be online to record footage.\n\nWhat color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: It wasn’t been that long it was on the 28\nHuman Agent: what was on the 28?\nCustomer: My footage that I need \nHuman Agent: Even if the camera was online, you have the 7-day cloud plan, its been more then 7 days so footage from the 28th would not be available.\n\n\nHuman Agent: What color is the indicator light on the camera? and is the light blinking or solid?"]
["Customer: Troubleshooting\nCustomer: I recently replaced my modem and now only one of my 4 devices works. How do I get the remaining 3 online?\nCustomer: I am getting message \"unable to join the network ZMD_SAP when trying to connect devices\nCustomer: The network does not appear in the list\nCustomer: The network does not appear in my list of networks on my phone\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: I ca not reach the devises\nHuman Agent: Is all 3 of the offline ones on the account back porch, driveway, and living room? \nCustomer: Yes\nHuman Agent: Are back porch and driveway flashing green? \nCustomer:  I will have to go outside and look\nHuman Agent: Ok\nCustomer: Living room is flashing blue. Back porch and driveway to high to see\nHuman Agent: Living room is set up via the QR code \nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code.\n\nCustomer: What does that mean\nCustomer: Ok what about the other two\nHuman Agent: The other 2 set up via the Zink set up method. But we need to confirm they are flashing green to indicate they are ready for set up. \nCustomer: You will have to give me a moment to get a ladder. Where is the light located on the cameras\nHuman Agent: Top right, you might need to cover the front of the camera to see it if its very bright \nCustomer: I told you I had to go up on ladder. There are no lights on these cameras\nHuman Agent: Yes the message is automatic \nHuman Agent: Did you cover the lens of the camera? Did the red night vision lights come on? \nCustomer: D/static_file/efffac7133_1_20241004113145.jpg\nCustomer: This is what I have\nHuman Agent: We might not have power, can you unplug and replug the cameras, then check one more time \nHuman Agent: If you cover the front of the camera those lights around the camera will come on in red\nCustomer: I covered the center lense and nothing happened\nHuman Agent: Can you try that camera on a different power supply and or outlet? \n\nCustomer: No\nWired through attic. I tried covering lens on front porch camera that is working and nothing happened. No red light\nHuman Agent: Okay do you see that ZMD_SAP network in your list of networks in the area. You want to be with in 5 to 10 feet of one of the 2 cameras.\nCustomer:  No\nCustomer: My internet provider just updated my modem. Does that have anything to do with it. Cameras haven’t worked since\nHuman Agent: Yes the cameras have to be set back up with the new wifi information. But normally you would see a light in the camera. When did they change the modem? \nCustomer: Yes\nCustomer: Hello\nHuman Agent: Yes did you see my previous message \nHuman Agent: Yes the cameras have to be set back up with the new wifi information. But normally you would see a light in the camera. When did they change the modem? \nCustomer: I switch it out two days ago\nHuman Agent: back porch has been offline for 7 days, the driveway was last online 10/01. I recommend bringing the cameras down to the try them inside. \n\nCustomer: 10/1 is when I got new modem\nHuman Agent: Okay, if we are not seeing that ZMD_SAP network the camera cannot be set up. \nCustomer: How do I get the network\nHuman Agent: It is produced by the cameras automatically\nCustomer: Ok\nHuman Agent: Are you going to be able to bring in one of those cameras down."]
["Customer: I just changed my wifi password. How do I reconnect my cameras wiith the new password\nCustomer: Set up\nCustomer: Set up\nCustomer: I cannot remember how I set them up. It's been a very long time.\nHuman Agent: Hi my name is Wendy.\nCustomer: No Wendy\nHuman Agent: The 3 cameras connected to this email use QR code setup\nCustomer: I mean Hi Wendy \nHuman Agent: Are the indicator lights on the cameras blinking green right now?\nHuman Agent: Hi\nCustomer: No blinking\nHuman Agent: What color are the indicator lights? and are the lights blinking or solid?\nCustomer:  Now it is \nCustomer: Then it stopped.\nHuman Agent: What color are the indicator lights? and are the lights blinking or solid?\nCustomer: I have checked all three and they now are all three blinking green\nHuman Agent: QR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: One thing I remember when I was initially sending these up was that it wouldn't work easily. I just recently put an extender on my Wi-Fi and a firewall as well.\nHuman Agent: okay you may need to lower the firewall for setup.  Does the extender have its own 2.4GHz wifi channel with its own wifi name/password? or does it just extend your router's wifi signal?\nCustomer: I do not think so about 2.4\nCustomer: Not sure how to lower the firewall\nHuman Agent: okay.  Please go through QR code setup.  Make sure your phone is connected to your 2.4GHz wifi channel\nCustomer: How do I do that? \nHuman Agent: QR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\nCustomer: I'm at the camera abs do not see a QR \nHuman Agent: The QR code will be displayed on the app during setup.  It is not a physical code\nCustomer: Ok\nCustomer: Brb\nHuman Agent: ok\nCustomer: The green lights stopped blinking \nHuman Agent: All 3 cameras show online.  If you tap on the live button you should be able to view the live feed \nCustomer: Okay but I wasn't able to complete even the first one.\nHuman Agent: back out of setup\nCustomer: I did\nHuman Agent: tap on the live button of the cameras, you will see the live feed \nCustomer: I saw that and even have received notifications.\nHuman Agent: Solid blue indicator lights mean the cameras are connected to your network. The cameras show online on my end\nCustomer: Yay!! Thank you!!!\nHuman Agent: You're welcome!\nCustomer: I just walked up to my camera and it has no lights on at all does that mean anything?\nHuman Agent: Which camera shows no lights?\nHuman Agent: kitchen, living room, cato ?\nCustomer: Cato... but I saw the live feed and there I am standing there and all my ugly Glory\nHuman Agent: Yeah Cato still shows online on my end.  It seems to be working correctly\nCustomer: I guess it just seemed to instinctively go to the new connection.\nHuman Agent: Sometimes if the cameras are close enough they all get setup at the same time.\nCustomer: That's awesome thank you so so very much.\nHuman Agent: You're welcome!"]
["Customer: The camera is showing timeout \nCustomer: I did, and nothing worked \nCustomer: I I unplugged out the power camera, router,and Checked the wifi \nHuman Agent: Hi my name is Wendy\nHuman Agent: ZMD16LII7201734 front door camera.  What color is the indicator light on the camera? and is the light blinking or solid?"]
["Customer: My camera shows solid blue for awhile then blinks green and I can not see anything\nCustomer: tried all that need further assistance\nCustomer: Agent\nCustomer: Hello\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I have two cameras model number ZP10A2J-W they blink green then turn solid blue then blink green again\nCustomer: I can not see anything\nHuman Agent: Okay, youa re sure they are changing to a solid blue not just flashing blue\nCustomer: yes solid blue\nHuman Agent: Okay, that means they are connecting, then disconnecting. How far away are the cameras from the router? \nCustomer: right next to eachother\nHuman Agent: Okay, Lets try unplugging the router, then while the router is unplugged I want you to reboot the camera by unplugging and plugging it back in again then tell me if it still turns a solid blue then flashes green or not. \nCustomer: k hold on\nHuman Agent: Okay"]
["Customer: Customer service number \nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Why am I not getting alerts \nCustomer: Hello \nHuman Agent: There are some things we would need to troubleshoot first to figure out why. \nHuman Agent: First can you go to the home page of the app, then take a screenshot of the screen. After that send me the screenshot so I can review it."]
["Customer: Where is the reset button on a torch 360\nCustomer: who can help me with a torch 360 camera\nCustomer: the color is white\nCustomer: -1\nCustomer: can i speak to a real person?\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: give me a second\nCustomer: zmd12ktbb002469\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nHuman Agent: If the light is solid white, then that means that it is connected to a Wi-Fi network, so you will want to try to add it to your account with a LAN Search in the app.\nCustomer: I tried that and it does not work.  I need to factory reset the device, but I don't see how.\nHuman Agent: Lets try it and tell me what you see on the app when you try it.\nCustomer: No existing devices found on the LAN\nCustomer: i even disabled 5g on the router\nHuman Agent: Do you have any Wi-Fi extenders or a mesh network?\nCustomer: no extenders.  not sure about mesh network\nCustomer: router shows no mesh devices\nHuman Agent: Then the only way to reset it would be with the Zmodo Batch Tool program. Do you have a Windows computer that you can use to run the program?\nCustomer: i do\nHuman Agent: What is an email address that I can send you an email with the link to download the program?\nCustomer: steveonlineusa@gmail.com\nCustomer: that would great if this works\nHuman Agent: I have sent an email with information to download and run the ZBatch program.\nCustomer: it is running.\nHuman Agent: You can click on the Factory Reset tab at the top left and then click on Refresh. Look for that camera and select it and then click on Factory Reset.\nCustomer: looks like it worked to reset it.  if it doesn't work now then the camera is just bad.  Thnks for all your help\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Good morning! We have a few cameras here at church that will not connect to the wifi.\nCustomer: they're solid blue but we got a new repeater in this part of the building.\nCustomer: Hi Dillon! Good morning! We have a few cameras here at church that will not connect to the wifi. They're solid blue but we got a new repeater in this part of the building. I suspect that might be why they do not work.\n\n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. If they're solid blue, it sounds like they are already connected to something. Would it be possible to unplug the old network they're still connected to so you may go through setup for the new network?\nCustomer: I can try that! Can you hold?\nHuman Agent: Sure, the chat will remain active for 7 minutes since the last message."]
["Customer: Agent \nHuman Agent: How can I assist you?\nCustomer: I can't connect to my cameras \nCustomer: They worked for a long time then they stopped \nHuman Agent: Alright, there could be a few reasons that cameras have stopped working. Have you changed your router, Wi-Fi name and password, or internet provider?\nCustomer: I changed a while ago but I had them working after that \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: My camera won’t work \nHuman Agent: Hi my name is Wendy\nHuman Agent: are the indicator lights on your cameras blinking green right now?\nCustomer: Yes I try this\nHuman Agent: are the indicator lights on your cameras blinking green right now?\nCustomer: There is no green light \nCustomer: I plugged it and unplugged it\nHuman Agent: What color are the indicator lights on the cameras? and are the lights blinking or solid?\nCustomer: There is no green \nHuman Agent: okay are they blinking blue?\nCustomer: No blue light either \nHuman Agent: Is the camera connected directly into a wall outlet, a power strip, a surge protector, or an extension cord?\n\nIf you are using a power strip, surge protector, or extension cord, please unplug from that, plug the camera in directly to a wall outlet with the original power adapter.\n\nOr try a different working power adapter, see if that will get the cameras to power on and start blinking green or switch to solid blue.\n\nCustomer: Yes I am \nHuman Agent: Is the camera connected directly into a wall outlet, a power strip, a surge protector, or an extension cord?\n\nIf you are using a power strip, surge protector, or extension cord, please unplug from that, plug the camera in directly to a wall outlet with the original power adapter.\n\nOr try a different working power adapter, see if that will get the cameras to power on and start blinking green or switch to solid blue.\nCustomer: I did that too\nHuman Agent: okay you tried a working power adapter and a different wall outlet and the camera will not power on?"]
["Customer: My camera keeps getting put offline \nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Where do I see what internet my camera is connected to?\nCustomer: I understand this but it’s never had an issue connecting to my internet and now all of a sudden it does. \nHuman Agent: Hello, my name is Grant. There is not anyway in the app to see what Wi-Fi network the camera is connected to. If you are able to access your router settings, then you can check the connected devices on your router or on a Wi-Fi extender if you have one."]
["Customer: Troubleshooting\nCustomer: My cameras don’t load since 9/23\nCustomer: -1\nCustomer: Live representative \nCustomer: Thank you\nHuman Agent: The cameras are currently offline and there could be a few reasons for that. Did you change your router, Wi-Fi name and password, or your internet provider recently?\nCustomer: Not at all and it’s weird because all of my other products work that also need wifi \nHuman Agent: Alright, are you there with the cameras right now? Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I am not home at the moment \nCustomer: Is there a way to find that number for you on the app?\nHuman Agent: You would need to be there with the cameras to troubleshoot them. If there was no change in your Wi-Fi information, then you may just want to restart your router. If the cameras do not connect after that, then you can do the QR Code setup to reconnect them.\nHuman Agent: I want to let you know that the Live Chat support will close in 10 minutes. If we run out of time, then I will send you an invitation to schedule a callback."]
["Customer: I contacted you all yesterday about my cameras not working and was given a list of things to try.\n\nI have even lost the ONE working camera after the firmware update.  None of my cameras are coming in line.  They ALL have power and the cameras has power to them.\nCustomer: I did the firmware YESTERDAY and there are no new updates showing today.\nCustomer: I can’t access the cameras. The Zmodo is configured to the 2.4 network.\nHuman Agent: Hi my name is Wendy.  All 4 of your cameras currently show offline.\nHuman Agent: What color are the indicator lights on the cameras? and are the lights blinking or solid?  The red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid.\n\nCustomer: WiFi connection is good have already been verified before I contacted you again today \nHuman Agent: Good, I'm glad your wifi connection is good. \n\nWhat color are the indicator lights on the cameras? and are the lights blinking or solid?  The red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid.\nCustomer: The distance between router has not changed \nHuman Agent: okay\nHuman Agent: Please let me know what color are the indicator lights on the cameras? and are the lights blinking or solid?  The red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid.\nHuman Agent: cup your hands around the lens of the cameras to see the indicator light easier\nCustomer: Still no color\nHuman Agent: Camera is not powering on? Please try plugging the camera in to a different wall outlet or try using a different working 5v 1a micro usb power adapter to power the camera.\nCustomer: The cameras are clicking on when plugged in & have been verified with a meter\nHuman Agent: Okay do you see the indicator light now?  \nCustomer: The outlets have also been verified with a meter\nCustomer: No\nHuman Agent: Please try using a different working power adadapter\nCustomer: The power adapters have been checked on all 4 cameras\nHuman Agent: You should see a green or blue indicator light that is either blinking or solid.\nCustomer: Well they’re not\nHuman Agent: You have checked the current power adapters that you are already using right?  Please try using a different power adapter to see if that will allow you to see the indicator light.\nCustomer: And stopped working AFTER the firmware update\nHuman Agent: You have checked the current power adapters that you are already using right?  Please try using a different power adapter to see if that will allow you to see the indicator light.\nHuman Agent: 5v 1a micro usb -no extension cables, power strips, or surge protectors.  Plug the camera in directly to a wall outlet with just a different working power adapter.\nCustomer: And where you suggest a get a different power adapter for all 4 cameras\nHuman Agent: Many android phones use a 5v 1a micro usb power adapter if you have one\nCustomer: It’s plugged directly into the wall no surge protectors \nHuman Agent: Many android phones use a 5v 1a micro usb power adapter if you have one\nCustomer: No have iphone\nCustomer: Why did the one working camera stop after the update\nHuman Agent: okay.  We sell 5v 1a micro usb power adapters on Zmodo.com or you could find one locally\nHuman Agent: Which camera was working before the update?\nCustomer: So you want me to purchase new usb power adapters and it may not be a problems\nCustomer: For all 4 cameras\nHuman Agent: This would be one way to troubleshoot the issue.  You could purchase just 1 adapter to see if that will get the cameras to power on\nCustomer: If I have to go through all that i will go somewhere and purchase different cameras\nHuman Agent: okay\nCustomer: And they will not be zmodo\nHuman Agent: Alright.  Anything else I can help with?\nCustomer: You haven’t helped at thank you for no help\nHuman Agent: Have a great day.\nCustomer: And you as well"]
["Customer: Troubleshooting\nCustomer: my cameras are not working\nCustomer: how do you configure camera with wifi\nCustomer: Set up\nCustomer: need customer service phone #\nCustomer: agent\nCustomer: have not used cameras in a long time - just pay for cloud service for 2 of them - says poor connection - how do I set it up ?\nCustomer: are you there?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. For the camera you have named Indoor camera it looks like its setup is the Zink setup, I will send you the directions for that setup for you to try. \nHuman Agent: 1.Check Network Compatibility:\n\nEnsure that the W-iFi network you want to connect the camera/s to, is operating on the 2.4GHz frequency.\n\n\n\n2.Access Zink Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the Zink option.\n\n\n\n3.Initiate Installation:\n\nEnter the number of devices you are trying to set up, tap on the check mark or next.\n\n\n\n4.Connecting to the ZMD_SAP\n\nTap on \"Tap Here to begin set up\" follow the onscreen instructions. The phone may warn you this network has no internet.\n\n\n\n5.Wi-Fi Password Entry:\n\nThe app will prompt you to select or enter your Wi-Fi name (SSID) and enter the Wi-Fi password. Remember the Wi-Fi and password are case sensitive.\nHuman Agent: The other cameras I see on the account are wired, so you may want to try unplugging and plugging in the camera and also where it plugs into the router, if it still does not come online you may want to reboot the router by unplugging and plugging it back in again. \nCustomer: it says \"unable to join ZMD_SAP\"\nCustomer: the indoor the indoor camera says that\nHuman Agent: Sometimes with that network it can take a few tries to connect to it, you may have to turn off the phones cellular data then reboot the camera to try again. \nCustomer: did no work 0 indoor camera - I deleted it, so I can add it back - how do I do that?\nCustomer: did not work - I deleted it to add it back - how do I add it back?"]
["Customer: Troubleshooting\nCustomer: None of my devices are working. \nI have internet and I already rebooted them \nHuman Agent: Hello, you've reached customer care, my name is Kylie. When you look at the camera's lights, what color are they and are they flashing or solid?\nCustomer: How do I refresh the app? \nHuman Agent: you would pull down from the top of the screen while in the app, then release your finger, that normally causes it to buffer and refresh. Otherwise if you have trouble with that you can also totally close and reopen the app\nHuman Agent: When you look at the camera's lights, what color are they and are they flashing or solid?"]
["Customer: Do you sell longer, power cables?\nCustomer: Speak with a live agent\nCustomer: Do you sell longer, power cables?\nHuman Agent: No, we do not have longer power cables. You can try looking at Amazon, BestBuy, Walmart, etc. for longer cables. If you use a longer cable or an extension cord, you may need to increase the amps of the power adapter. The cameras on your account use a 5V1A power adapter, so you may want to look for a 5V2A or 5V4A adapter if you are using a long cable.\nCustomer: Hello\nHuman Agent: Hello, did you receive my previous message? I will send it again in case it did not go through.\nHuman Agent: No, we do not have longer power cables. You can try looking at Amazon, BestBuy, Walmart, etc. for longer cables. If you use a longer cable or an extension cord, you may need to increase the amps of the power adapter. The cameras on your account use a 5V1A power adapter, so you may want to look for a 5V2A or 5V4A adapter if you are using a long cable.\nCustomer: When I bought some off of Amazon, the camera stopped working like the polarity or something was reversed\nCustomer: D/static_file/c5ea76a8a6_1_20241018131835.jpg\nCustomer: It did not work when I switch back to the cable the camera still not working now\nCustomer: Would reverse the polarity damage the camera?\nHuman Agent: Then it may have been an issue with the power adapter that you purchased. Do you have the power adapter that came with the camera? Or you can try a power adapter from one of the working cameras.\nCustomer: Hello\nHuman Agent: Then it may have been an issue with the power adapter that you purchased. Do you have the power adapter that came with the camera? Or you can try a power adapter from one of the working cameras.\nCustomer: Yes, this cable is just a cable. The answer the same I plugged the original cable into this one to the camera.\nHuman Agent: Okay, could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Yes, I’m looking now\nCustomer: D/static_file/57bc91dd12_1_20241018133337.jpg\nHuman Agent: Alright, can you tell me what light you see in the camera when it is plugged in to power?\nCustomer: The Camera came back on now with the old cable.  So it sounds to me like it’s a voltage problem and I need to get some kind of adapter with Mobil more voltage\nHuman Agent: Not voltage. You want to keep the same voltage. You can increase the amps."]
["Customer: I bought 4 new cameras and they keep losing connection\nCustomer: done that even replaced power supply will work for couple hours than lose camera goes off\nHuman Agent: If your cameras are going offline, then there is likely an issue with the network connection. The two most common causes are the upload bandwidth and the signal strength at the cameras. Are you with the cameras currently to troubleshoot them?\nCustomer: not now snow to deep to get to them  but will look at working than quit  good network signal had company check it out\nHuman Agent: Did they come out to your house to test the signal strength at the cameras? What was the signal strength at the cameras?\nCustomer: not atcamerathey went to modem as far as they go\nHuman Agent: Okay, well we would want to test the upload bandwidth and the signal strength to see what you can do to resolve the issue.\nHuman Agent: You can test the upload speed of the Wi-Fi network that the cameras are connected to. Make sure that your phone is connected to the same 2.4 GHz network that the cameras are connected to. You can use this website https://fiber.google.com/speedtest/ to test the speed of your network. It will test a download and then an upload speed.\nCustomer: ok you want me to do that now \nHuman Agent: To test signal strength, you can download an app on your phone. If you are using Android, then you will want to download an app called Wifi Analyzer. If you are using iOS, then you can download an app called Airport Utility. You can use these apps to test the signal strength from your Wi-Fi near the cameras.\nHuman Agent: You would need to do some tests to troubleshoot the connection issue with the cameras in order to determine why they are going offline.\nCustomer: ok thank you i will do that and get back to you\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: All my internet settings are connecting but both my cameras are not working \nHuman Agent: Hi my name is Wendy.  Cam 1 & cam 2 show offline.  \nHuman Agent: Are the indicator lights on these cameras blinking green?\nCustomer: No\nHuman Agent: What color are the indicator lights? and are the lights blinking or solid?\nCustomer: Are you still there\nHuman Agent: Yes.  What color are the indicator lights? and are the lights blinking or solid?\nHuman Agent: The red light you may see is the IR night vision light.  You should see a green or blue indicator light that is either blinking or solid.\nCustomer: White as near as I can tell. No color\nHuman Agent: Unplug the cameras.  Plug them in to a different wall outlet. or try a different 5v 1a micro usb power adapter to power them.  See if that will get them to power on and show the indicator light\nCustomer: I got nothing.  Plugs working \nHuman Agent: you tried plugging the cameras in to a different wall outlet and tried different power adapters and still no lights on the cameras? They are not powering on?\nCustomer: Correct \nHuman Agent: No extension cords, power strips, or surge protectors?\nHuman Agent: Unfortunately if the cameras will not power on they are most likely defective.\nCustomer: Front one has working surge protector but no lights on camera . Back one extension cord in gfi outlet . I checked it not the problem.  Is it some else I'm missing.  They worked prior to a new router installed. I have been talking to them. We're on track their. \nHuman Agent: Could you please unplug the cameras from the extension cords and surge protectors?  Plug them directly into wall outlets\nCustomer: Ok\nHuman Agent: See if that will get the cameras to power on and show the indicator lights?\nCustomer: Augh. Nope. No change.\nHuman Agent: Unfortunately if the cameras will not power on they are most likely defective.\nCustomer: Ok thanks souch for your help\nHuman Agent: You're welcome"]
["Customer: Set up\nCustomer: Agent \nCustomer: Hi! I had contacted an agent last night and he told me to contact someone again today- I am not sure if you are able to see our chat?\nCustomer: He looked up my camera ID and said it was never registered in the system \nCustomer: It’s the pivot. We tried all the troubleshooting \nCustomer: D/static_file/b65d423542_1_20250212151559.jpg\nHuman Agent: Hello, you've reached customer care, my name is Kylie. let me look up this device you sent the photo for and review the previous chat you had with us, one moment\nHuman Agent: Yes this Pivots ID number does not pop up in our system, normally the ID would only show in the system if its been setup or sometimes when the camera is on an older firmware it can also not pop up in the system. Have you ever set up this pivot in the pact/before or is this pivot used by someone else before you (example: bought secondhand) \nCustomer: It was brand new in box\nCustomer: And the wifi name doesn’t pop up on my wifi list. We tried everything \nHuman Agent: Okay, when you look at the lights on the pivot what colro are the lights and are they solid or flashing?"]
["Customer: I am needing my cameras to work again\nCustomer: I believe I owe a bill\nCustomer: In order to see my live review from the cameras I have to pay is that correct?\nCustomer: It’s not working\nHuman Agent: Hi my name is Wendy.  What color are the indicator lights on the cameras? and are the lights blinking or solid?\nCustomer: When I get to the location, I will text back\nHuman Agent: okay sounds good.  live chat agents are here until 6pm CT today"]
["Customer: Set up\nCustomer: I have 2 cameras that work fine. 2 other cameras stopped working and say I need a firmware update before adding to the system. The update fails numerous times no matter what I do\n\nCustomer: How do you reset the cameras?\nCustomer: I can find no button\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If a camera is offline you will not be able to do a reset same goes for the update. You would have to get them online first then you will be able to do the update\nCustomer: Ok.  How do I get them online?\nHuman Agent: when you look at the lights on the camera's that are offline what color are they and are they flashing or solid?\nCustomer: Flashing green\nHuman Agent: Okay, have you tried to go through the setup to reconnect the cameras? if so what setup?"]
["Customer: Agent\nCustomer: Hello Grant\nCustomer: I'm writing you because I'm having trouble with one of my cámaras with back Yard 2 I try everything and it keep showing this\nCustomer: D/static_file/34788ff59f_1_20250121141031.jpg\nHuman Agent: There could be several reasons the camera is not loading video. Are you there with the camera to troubleshoot?\nCustomer: Yes I'm here i unplug the cámaras for 30 second plug in back and nothing still the same \nCustomer: The router it's next where it's the cámaras and nothing\nCustomer: I uninstall zmodo app and nothing\nHuman Agent: There are a few things to check. First, can you make sure that the antenna is screwed in securely to the camera?\nCustomer: Yes check\nCustomer: It's all good\nHuman Agent: Alright, good. The antenna on top of the camera is just a quick thing to check. The other common causes of network connection issues are the upload bandwidth and the signal strength at the camera.\nHuman Agent: You can test the upload speed of the Wi-Fi network that the cameras are connected to. Make sure that your phone is connected to the same 2.4 GHz network that the cameras are connected to. You can use this website https://fiber.google.com/speedtest/ to test the speed of your network. It will test a download and then an upload speed.\nHuman Agent: To test signal strength, you can download an app on your phone. If you are using Android, then you will want to download an app called Wifi Analyzer. If you are using iOS, then you can download an app called Airport Utility. You can use these apps to test the signal strength from your Wi-Fi near the cameras.\nCustomer: D/static_file/694304ff64_1_20250121142014.jpg\nCustomer: It's weird becuase I can see all my other cámaras but not that one \nHuman Agent: You will also want to test the signal strength at the camera. It looks like you have an Android device, so you can use WiFi Analyzer. You will want the phone as close to the camera as possible when you test the signal strength.\nCustomer: I'm next to the cámaras \nHuman Agent: Good, then you will want to test the signal strength. The upload bandwidth is sufficient for the cameras. Obviously, if you have other devices that use more upload, that could cause an issue. But it could also be caused by the signal strength at the camera. You would want to go to the Google Play Store and download WiFi Analyzer.\nCustomer: It's all good\nHuman Agent: What is the signal strength? It will give you a number when you test it.\nCustomer: D/static_file/660fd49ee6_1_20250121143003.jpg\nHuman Agent: That is good. And that is with the phone right next to the camera?\nCustomer: Yes\nHuman Agent: And you do not have any Wi-Fi extenders or a mesh network?\nCustomer: No\nHuman Agent: You can try restarting the router. Unplug the router for 60 seconds and then plug it back in.\nCustomer: I did that before I contact you guys\nHuman Agent: That is fine. Lets try it again now.\nCustomer: I know it won't work but let try it\nCustomer: All done\n\nHuman Agent: The cameras never seemed to go offline, so it may not have been long enough for a reboot, but that is fine. If it is still not working, then you can try resetting the camera and setting it up again to connect to your Wi-Fi network.\nCustomer: Okay"]
["Customer: your website isn't working very well.   I have been attempting to order 3 inside camera's and 3 outdoor camera's.    Your website will show the 3 indoor camera's at checkout but no matter what I do your website will not show the wanted 3 outdoor camera's at your checkout page\nCustomer: I have a problem with one of your inside camera's.    It has work fine for the past 2 years but suddenly it stopped working.    When plugged in, the little light on the side is a solid green and after about 3-5 minutes it changes to a flashing green and fails to show any video.    Is there a reset on the camera or is it end of life.\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If the camera is flashing green that means it is offline, this is why you are not able to see any video\nHuman Agent: Are you able to send me the cameras ID number and model? this should be on the cameras sticker and start with ZMD."]
["Customer: Set up\nCustomer: Device doesn’t want to connect \nCustomer: I need a live agent \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/aec7d64829_1_20240913170801.jpeg\nCustomer: I’ve tried delete the device from my account and re-adding it back but now it doesn’t want to connect anymore\nCustomer: Deleting*\nHuman Agent: Thank you. Can you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: D/static_file/980f7cc3da_1_20240913170920.jpeg\nCustomer: It flash blue and green\nCustomer: Flashes \nCustomer: It’ll stay solid for a bit and then start flashing \nHuman Agent: Okay, can you please unplug the camera? Then plug it back in and tell me what light you see when you first plug it in.\nCustomer: That’s what I’m telling you ..\nCustomer: It’s start off blue and then flashes to blue and green \nHuman Agent: It does not start blue when you first plug in a camera. It starts green when you plug in the camera. That is why I asked if you can unplug it and plug it in now.\nCustomer: Sorry that’s what I meant \nHuman Agent: Okay, so you did unplug it and plug it back in after I asked you to here in the chat? It is important because if it is flashing blue and green at the same time, then that means it is connected to a Wi-Fi network, but not getting internet.\nCustomer: Hello?\nHuman Agent: Okay, so you did unplug it and plug it back in after I asked you to here in the chat? It is important because if it is flashing blue and green at the same time, then that means it is connected to a Wi-Fi network, but not getting internet. Do you have any Wi-Fi extenders or a mesh network? Have you changed your router or your internet provider?"]
["Customer: Hello, recently purchase multiple units and the volume is not working on them.  The sounds I hear are broken up, scratches, in and out connecting like a bad phone call.  I purchased 4 or 6 and the 3 that I set up all do the same. I have been using zmodo for almost 8 years. I am is using the new app. \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Whata re the names of the cameras your having trouble with the audio, I will check to see if there's any updates perhaps for the cameras. \nCustomer: Hello give me a moment to read this\nHuman Agent: Okay.\nCustomer: I have completed all the above accept contacting support as i thought this is support.  \n\nI have updated the cameras and the internet is great.  This is occurring in two locations with their own separate internet.  The cameras are the small white original ones they started with i believe $21\nHuman Agent: Okay, What are the names of the cameras your having trouble with the audio, I will check to see if there's any updates perhaps for the cameras."]
["Customer: Troubleshooting\nCustomer: Call back \nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? If you would like a callback for a future date you may schedule one or I'd be happy to help you here now. \nCustomer: So i have 2 cameras that'll randomly shut off. Regardless of the outlet or cord used\nHuman Agent: When this happens does the indicator light go out completely?\nCustomer: It starts flashing green\nCustomer: And sometimes it'll flash green and blue \nHuman Agent: Okay, but not solid green at all there? If so, that would imply that it's more likely a connection issue rather than a power issue. \nCustomer: But still will not connect back\nCustomer: No solid green\nHuman Agent: Flashing green is ready for setup while swapping between green and blue would vary based on camera, but for all of your cameras other than the two older mini wifi cameras, that would mean connected to the network with no internet access. Which two cameras are you having the trouble on?\nCustomer: De and ch3\nHuman Agent: Okay, are the two connected to the main router (rather than an extender or secondary router) and close to it currently?\nCustomer: All are connected to main router \nHuman Agent: Okay, and are they close to it currently?\nCustomer: Yes\nCustomer: If i use the qr xode to reconnect them they'll work for several hours but go offline again\nHuman Agent: Okay, are either in the same room as the router? If not, could you bring one in there, plug it in, and see if it reconnects?\nCustomer: Just plugged one up and it currently flashing green \nHuman Agent: Okay, still only flashing green or did it go to the swapping back and forth again at all?\nCustomer: Just flashing \nCustomer: Green only\nHuman Agent: Okay, and you do not have any extenders or other devices they could have connected to previously?\nCustomer: I have an extender but only my pc is connected to the extender. With a different name and password \nHuman Agent: Okay, please try the QR code setup with this device for now on the main network. \nCustomer: Flashing blue\nCustomer: Back to flashing green\nHuman Agent: Okay, that would generally imply it read the code, but that there was some information with the information. Are you sure you were on your 2.4Ghz wifi network? If so, please double check that there were no typos in the password. \nCustomer: I have one pw and wifi name for 2.4 and s different pw and name for 5 g\nHuman Agent: Can you go to the settings app then wifi, tap on your wifi then tap forget. Once you have forgotten the network please tap on it again to reconnect.  \nCustomer: Ive done that four times already \nHuman Agent: And no issues reconnecting correct \nHuman Agent: Do you manually enter the password or is it auto entered? \nCustomer: No issues. Just with the 2 cameras that randomly shuts off\nCustomer: Manually \nHuman Agent: Okay\nHuman Agent: How are the two being powered, is it directly into a wall outlet, power strip, surge protector or extension cord?\nCustomer: Wall outlets\nHuman Agent: And they are connected with the provided power cable?\nHuman Agent: When they disconnect if you reboot them do they reconnect or do you have to do the set up each time?"]
["Customer: I have the zmodo greet and It stopped working so I tried to reset it and add it again - it is not taking a picture of the qr code.  I have tried a milion times in a different angles and lighting.\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: it is a solid blue light\nCustomer: it rings because it is wired but does not go to my phone anymore\nCustomer: zh-cjege\nCustomer: it in in an area where it never gets rained on so it has not been damazEd\nCustomer: zk8-cjaed is the fcc id\nHuman Agent: If it is solid blue, that means that it is connected to the Wi-Fi network. That looks like it is the Model, not the Device ID. The Device ID will with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nHuman Agent: The Model and FCC ID are not the Device ID. The Device ID will start with ZMD and should be on a white sticker on the camera.\nCustomer: zmd14Hqha000278\nHuman Agent: That camera is showing offline right now. What light do you see on the camera currently?\nCustomer: Now it is green\nCustomer: I have another one that is blue but I am not taking it off the house because it is outside.  None of them are working correctly anymore\nCustomer: now it is a solid blue again\nCustomer: it will not take a picture of the qr code so I can reinstall it\nHuman Agent: Lets work with this camera at the moment. The light on the camera you gave me the Device ID for is solid blue?\nCustomer: yes\nHuman Agent: That means it is connected to a Wi-Fi network. Did you change your router, Wi-Fi name and password, or your internet provider since you last had the doorbell working?\nCustomer: if I try to look at the device through the app it says poor connection \nCustomer: No everything is the same\nHuman Agent: Do you have any Wi-Fi extenders or a mesh network?\nCustomer: I have tried to reinstall it and it won't let me because it can't recognize the qr code on the device I am holding 8 inches away from\nCustomer: no\nCustomer:  wait\nCustomer: yes\nCustomer: Eero   but it was working and we have had that for quite a while\nHuman Agent: Okay, then you can try restarting the mesh nodes and the router.\nCustomer: like unplug it?\nHuman Agent: The camera will not read the QR Code because it is already solid blue which means it is connected to a Wi-Fi network. The QR Code is not going to do anything.\nHuman Agent: Unplugging the router and the mesh nodes would work to restart it. You want to power them off and power them back on.\nCustomer: Can I completely this device and try to add it again?\nCustomer: or just unplug it and plut the other things back in?\nHuman Agent: The camera is connecting to a Wi-Fi network, but the Wi-Fi network is not giving the camera internet access. Since you have restarted the camera already, I would recommend restarting the router and the mesh nodes that the camera is connecting to.\nCustomer: ok \nHuman Agent: Deleting the camera from your account will not help.\nCustomer: give minute\nCustomer: well that was already attempted a few days ago because I assumed you didn't have chat on Sundays \nHuman Agent: You can also check the light on the camera when you have the router and all nodes from the mesh network unplugged and powered off. When they are powered off, there should be no Wi-Fi network for the camera to connect to, so you can check and make sure that the light changes from the solid blue light.\nCustomer: no what\nHuman Agent: I want to let you know that the Live Chat support will close in 10 minutes. If you would like, then I can help to schedule a callback appointment. We do our callback appointments Mon-Fri 9AM-12PM and 1PM-5PM CST. If you want to schedule a callback appointment, then I would need your phone number, email address, and name. Then I would need an appointment time that you want to schedule the callback appointment.\nCustomer: ok bbut I have 10 mimnutes\nCustomer: so i have a solid blue light\nCustomer: it was flashing green and now it is solid blue\nHuman Agent: I would need to schedule it before that as we will close at that time.\nCustomer: I tried to add a device\nCustomer: it won't let me add\nHuman Agent: If we do not have it scheduled before we close, then you can contact us tomorrow if you would like.\nHuman Agent: You will want to check your router settings then. Check for any paused or blocked devices. You can also check the firewall and security settings.\nHuman Agent: The other things to check would be potential network connection issues. You can check the upload bandwidth and the signal strength at the camera.\nHuman Agent: You can test the upload speed of the Wi-Fi network that the cameras are connected to. Make sure that your phone is connected to the same 2.4 GHz network that the cameras are connected to. You can use this website https://fiber.google.com/speedtest/ to test the speed of your network. It will test a download and then an upload speed.\nHuman Agent: To test signal strength, you can download an app on your phone. If you are using Android, then you will want to download an app called Wifi Analyzer. If you are using iOS, then you can download an app called Airport Utility. You can use these apps to test the signal strength from your Wi-Fi near the cameras.\nHuman Agent: The Live Chat support will be closing in 5 minutes. If you would like to make a callback appointment, then I would need your information to schedule it now before we close.\nHuman Agent: The Live Chat support will be closing for the evening. Our Live Chat support is available Mon-Fri 9AM-12PM and 1PM-6PM CST. You can also contact us at support@zmodo.com. Have a good evening."]
["Customer: My camera will not update\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Is it the camera named Smart Device that you are trying to update?"]
["Customer: I need help with my camera setup \nCustomer: Is red\nCustomer: No conexión \nCustomer: No se ve nada en la camera \nCustomer: Número de teléfono \nCustomer: Agente \nCustomer: Set up\nCustomer: Hello\nCustomer: Someone can help?\nHuman Agent: Hola, has contactado con atención al cliente. Mi nombre es Grant. ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD o GSG y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras.\nCustomer: Un momento\nCustomer: No hay ningún numero\nCustomer: Hay algún número de teléfono donde pueda llamar?\nCustomer: Hola\nHuman Agent: No hay un número de teléfono al que puedas llamar. Puedo enviarle un formulario para programar una cita de devolución de llamada, pero la devolución de llamada sería en inglés.\nCustomer: ZMD14HNDA256821\nHuman Agent: ¿Podrías desconectar la cámara, volver a enchufarla y decirme qué luz ves en la cámara cuando la enchufas?"]
["Customer: Agent\nCustomer: D/static_file/54a5b3b988_1_20241104164245.jpeg\nHuman Agent: Are you trying to connect that camera to your Wi-Fi network?\nCustomer: It was already connected \nCustomer: Can you see what’s wrong\nCustomer: It worked fine before\nHuman Agent: It is showing offline now, so that means it is not connected to the internet. Could you unplug the camera, plug it back in, and tell me what light you see in the camera?\nCustomer: I will contact you back tomorrow \nHuman Agent: Alright, we will be happy to assist you to troubleshoot the camera tomorrow."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: I need to speak to an agent. My camera shows up in my app, but I am not getting any actual feed from it.\nCustomer: OK, thank you I have three cameras. I was finally able to get the third one connected and have a live feed. But now the second one I see the camera, but have no feed at all. Can you help please?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you unable to view any of the cameras or only certain ones?\nCustomer: The light appears to be a solid green\nCustomer: I can view the other two cameras just not the third one\nHuman Agent: Is the solid green camera the one named Side yard on this account?\nCustomer: Yes\nCustomer: Can you help please?\nCustomer: Hello? Are you there?????\nHuman Agent: Yes, your not the only customer I am assisting at once please be patient im trying to type you a message\nCustomer: Ok did not know that. Sorry \nHuman Agent: Solid green is not a good light pattern, cameras should only go solid green when they are first plugged in and this means there is some sort of power issue, can you unplug this camera from where it is at, The first thing we would have you do is try to plug the camera into another outlet, if after 1 minute the light is still solid green then the next thing you would do, is try to swap this cameras cord with one of the other online cameras and see if it reacts the same, or if after 1 minute the cameras lights flash. If after you swap the cord it does still stay solid green that would mean unfortunately the camera has a power issue internally and that is not fixable. \nCustomer: Ok thanks\nHuman Agent: No problem, Let me know if you have any other questions."]
["Customer: Set up\nCustomer: Agentes \nCustomer: Saludo quiero concertar mi cámara ahora en este wifi y no puedo\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?\nHuman Agent: ¿Es esta una cámara nueva o una que ya configuró en el pasado?"]
["Customer: Way is my time jumping?\nCustomer: Time is skipping \nCustomer: There is no other way to explain it \nCustomer: So why?\nCustomer: Help\nCustomer: Camra time is skipping \nCustomer: -1\nCustomer: Need help from a person not a robot \nCustomer: -1\nCustomer: My time is skipping or jumping on one of my cameras \nHuman Agent: Which camera are you having the issues with?\nCustomer: Is there a reason why it does that \nCustomer: Driveway \nCustomer: And it has a hard time loading up on my app\nHuman Agent: There could be a few reasons. It looks like the camera does not have a good connection to the internet currently. That is typically caused by signal strength or upload bandwidth.\nHuman Agent: Are you there with the camera at this time?\nCustomer: No,  didn't start till I got to work \nCustomer: The other ones are fine,  just that one and this is the first time this has happened \nCustomer: I'll have to check my router when I get home \nCustomer: Thanks \nHuman Agent: You're welcome. When you are with the camera, we can help you troubleshoot the connection, so please do not hesitate to contact us."]
["Customer: No sound \nCustomer: I dont have any sound on clips\nCustomer: There is no audio \nHuman Agent: Hello, my name is Grant. The cameras on your account are the 1080p Outdoor Wi-Fi cameras and those cameras do not have audio features.\nCustomer: Wow well that would of been good to know before I ordered them. Thanks \nHuman Agent: The technical specifications are listed on the Zmodo store page for the cameras and it has the audio features listed there, as well as many other technical specs.\nHuman Agent: You're welcome."]
["Customer:  My notifications won’t stay on \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Do you mean your notification mode is being set to off? If so, do you have anyone else that uses the same account as you that may be changing it on their phone or have you set a notification mode schedule that may be changing it?"]
["Customer: I’m Ramon like to check my subscription \nCustomer: -1\nCustomer: My subscription expires when?\nCustomer: Can I speak to a live person?\nCustomer: Agent \nHuman Agent: The subscription will renew on 12/15/2025.\nCustomer: When I check it says expired 12/. /22\nHuman Agent: Which camera are you trying to check the subscription on?\nCustomer: So my subscription is still active ? Front door and back door \nHuman Agent: Yes, those cameras are subscribed. They are offline, which means they are not connected to the internet currently, but the cameras are subscribed.\nCustomer: How do l get them online\nHuman Agent: Could you please go to one of the cameras, unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Ok"]
["Customer: How do I connect to my wifi\nHuman Agent: Hi my name is Wendy.   Are you needing help with camera ZMD20IF01206704 named yea its me?\nCustomer: How do I connect my camera to my wifi\nCustomer: Yes\nHuman Agent: Is it camera ZMD20IF01206704  you are needing help with? or what is the ID on the camera?\nHuman Agent: If it is ZMD20IF01206704  what color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: Let me go see\nCustomer: It’s green\nHuman Agent: Blinking green or solid green?\nCustomer: Blinking \nHuman Agent: Good. B linking green means the camera is in setup mode.  You will want to set it up using Zink setup method.\n\nZINK setup instructions:\n\nCamera should be plugged directly into a wall outlet as close to your router as possible with just the original adapter (no extension cords, power strips, or surge protectors). \n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nCustomer: Ok I will try this\nHuman Agent: Okay."]
["Customer: I would like to speak to someone \nCustomer: I lost all visibility on my cameras\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: All 4 of your cameras show offline.  cameras named smart shop entry, smart outside, smart register, and bar.  are these the cameras you are needing help with?\nCustomer: Yes\nHuman Agent: any change to your router? or any udpates to your wifi name or wifi password?\nCustomer: No\nHuman Agent: What color are the indicator lights on the cameras? and are the lights blinking or solid?  The red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid.\n\nHuman Agent: If you cup your hands around the lens of the camera you can see the indicator light easier.\n\nCustomer: Off\nHuman Agent: the cameras of unplugged right now?\nCustomer: No\nHuman Agent: Are the cameras connected directly into a wall outlet, a power strip, a surge protector, or an extension cord?\n\nIf you are using power strips, surge protectors, or extension cords, please unplug from those, plug the cameras in directly to a wall outlet with the original power adapters.\n\nOr try different working power adapters, see if that will get the cameras to power on and start blinking green or switch to solid blue.\n\nHuman Agent: Smart register\tshows online now"]
["Customer: Troubleshooting\nCustomer: Cameras not sending notifications \nCustomer: -1\nCustomer: Still not working \nCustomer: I tried all steps\nCustomer: Yes tried all these \nCustomer: Customer care agent \nCustomer: Like I just tried going in front of both of my cameras twice and didn’t even get one notification \nHuman Agent: Okay, is it just the push notifications to your phone that you are not getting? Can you go to the Events tab in your app and tell me if you see any motion events there?"]
["Customer: Why can’t I hear anything from my camera?\nHuman Agent: Hi my name is Wendy.  The camera connected to this account does not have an audio feature."]
["Customer: Troubleshooting\nCustomer: My cameras are not going live\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like the cameras are currently offline. Are they blinking green at the moment?"]
["Customer: Troubleshooting\nCustomer: Trying to reconnect one of my cameras \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Go to the Devices section of the app, then choose the Add Device option at the bottom of your device list. \n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: My camera has a solid green light but it's offline \nHuman Agent: If it's staying solid green, that would imply it is not fully booting up as it should only be solid green for a short bit when first plugged in. Please make sure you're not using an extension cord and otherwise try another micro-USB cable to see if that resolves the issue."]
["Customer: I'm getting an error when I try and add a device\nCustomer: It won't connect to internet \nCustomer: It is \nCustomer: Can I get live support \nCustomer: Ok\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/efe928e302_1_20241023164009.jpg\nCustomer: D/static_file/b226104803_1_20241023164031.jpg\nCustomer: Zpib23w\nHuman Agent: Thank you. Can you unplug the camera, plug the camera back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Blue n green\nHuman Agent: Alright, lets unplug the camera now and plug it back in.\nCustomer: Green\nCustomer: Flashing blue and green again\nCustomer: Hello\nHuman Agent: Okay, if it is flashing green with the solid blue light behind it, that means that the camera is connected to a Wi-Fi network, but that the network is not giving the camera internet access. Did you change your router, your Wi-Fi name and password, or your internet provider recently?\nCustomer: It's a solid blue now\nHuman Agent: It is showing online now.\nCustomer: Ok should I just try it again through the system now\nHuman Agent: The camera is setup and online already.\nCustomer: Ok ty\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Camera won’t setup\nCustomer: -1\nCustomer: Still doesn’t work\nCustomer: Still doesn’t work\nCustomer: Tried that\nCustomer: Live chat\nCustomer: Customer care agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera or a camera that has been setup before in the past?\nCustomer: Camera that has been setup in the past\nHuman Agent: Okay, I will need to look up the device in order to know what setup it can utilize. I will need the Model and the ID number, the ID will start with ZMD or GSG and it will not be the FCCID number. \nCustomer: Model:ZH-IXY2J\nHuman Agent: the ID number for that model of camera will be on another sticker on the bracket.\nCustomer: ZMD16K6I8204984\nHuman Agent: For this camera it looks like it can use the QR code or the Zink setup. Have you tried either of those setups with this camera yet?\nCustomer: Yes I have and no luck\nCustomer: This camera has been going in and out for a week now and was only able to connect it once but now it’s not connecting at all\nHuman Agent: Okay, when you have the camera plugged in right now what color are the lights and are they flashing or solid?\nCustomer: Green and flashing \nHuman Agent: The camera is reacting as it should be when its offline. Can you try rebooting the router for me, then when the router boots back up and connects to the internet again reboot the camera and tell me how the lights react?\nCustomer: Okay one second \nCustomer: Flashing green\nHuman Agent: It would have taken longer then that for the router to reboot properly.\nCustomer: So reboot again?\nHuman Agent: Yes, Unplug the router for a minute, then plug it back in and wait for it to come online again where its actually pushing out the itnernet then reboot the camera.\nCustomer: Okay\nHuman Agent: Okay\nCustomer: Flashing green\nHuman Agent: Okay, I would like for you to go through the QR code setup, but at the end take a screenshot of the QR code then send it to me to review.\nCustomer: Okay I’ll do that now\nHuman Agent: Okay\nCustomer: D/static_file/e2277fc6fb_1_20250214092406.png\nHuman Agent: Okay, I would like for you to show this code to the camera, hold it 8 inches away and tell me how the lights react, you will only have to hold the code for 1 minute but what I'm looking for here is for the lights to react and change, if you notice them change to a solid green or blue, or flash blue at all please let me know after 1 minute what it does.\nCustomer: I did and it is in solid blue right now\nHuman Agent: Okay, that is a great sign, One moment, I will look up the camera again to see if it shows its back online on my end again or not. Normally thats what the solid blue lights are an indicator for. \nCustomer: It just changed to flashing green\nHuman Agent: Did you touch, or move the camera or its cord in any way\nCustomer: No\nHuman Agent: For me its showing its telling me its online. \nCustomer: Went back to blue\nCustomer: Okay then how does it connect \nHuman Agent: Don't touch the camera or the cord at all, I want to try adding this camera to the account then see if you can view it live, or if when you go to view it live if it drops offline. To add this camera to the account I just have to name the camera, what do you want me to name it?\nCustomer: Camera 3\nHuman Agent: Okay, one moment. \nCustomer: Okay \nHuman Agent: I added the camera now, you may have to refresh the app but on the device list try clicking on the camera live for me and watch the lights on the camera to see if they react and if it flashes at all. If it does not and you can see the live video also let me know that\nCustomer: Camera is flashing green\nHuman Agent: Okay, I may know the issue, I think the issue is when the camera is detecting motion, and when the camera is being viewed live the camera needs more power, if it cant get that then its dropping offline. this may be an issue with the cord or the port on the camera itself, can you change this cord for the cameras cord with one of the others that is working, then tell me how it reacts (if it comes online, only flashes green, ect)\nCustomer: Okay checking now \nHuman Agent: Okay\nCustomer: Flashing green\nHuman Agent: Okay, this was a bad response, I think when the cord was changed the camera may have reset itself. This would unfortunately be an indicator that the camera is having a port/internal issue causing this. You can set the camera back up so its online but I anticipate it will react the same way that when you go to view it live the camera will drop offline, you can definitely try to reconnect it one more time to cover all the bases to be safe though.\nCustomer: You mean to connect the camera I’m having issues with back up?\nHuman Agent: Yes, you can one more time, try to go back through the QR code setup, then show it the code when it turns a solid blue then you would do the same as I had you do before and try to view the cmaera live and see if it stays online (as it should) or if it flashes like before.\nCustomer: Okay \nHuman Agent: Okay, jsut elt me know how it reacts\nCustomer: It goes from flashing green to flashing blue\nHuman Agent: That is an unfortunate reaction. \nHuman Agent: The cameras unfortunately, not going to function properly for you.\nHuman Agent: When did you purchase this camera?\n\nCustomer: I’m not sure\nHuman Agent: Okay, we do have a warranty for our cameras, The warranty goes off of the date of purchase and is 1 year. \nCustomer: Okay how do I use the warranty for the camera \nHuman Agent: If you have the invoice you can check the purchase date, you will need the invoice/receipt for the RMA forum, this is the warranty replacement forum.  \nHuman Agent: https://www.zmodo.com/rma Here is a link to that RMA forum. \nCustomer: I can’t find my invoice is there another way to find this information \nHuman Agent: You would have to have the invoice in order to do the RMA process at all, its required. \nCustomer: Still here\nCustomer: If I need to purchase another is there discounts"]
["Customer: Why can I not purchase SKU SD-H2940-2 on your site?\nCustomer: I am on your website\nCustomer: Why can I not purchase SKU SD-H2940-2 on your site?\nCustomer: I am on your website it will not let me order\nCustomer: do you have a direct phone number to call for support issue?\nHuman Agent: Hi my name is Wendy.  One moment, let me check if SD-H2940-2 is in stock.\nCustomer: How do I do this in a barn\nHuman Agent: SD-H2940-2  is out of stock that is why you cannot order this product.\nCustomer: Do you have a direct line to call for technical issues to speak to someone over the phone\nHuman Agent: There is a 2-pack of 1080p wifi cameras available on Amazon that would be compatible with the Zmodo app.  The brand is SHO.\n\nhttps://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7/ref=b2b_gw_d_cue_uf_d_sccl_3/141-1693119-0779641?pd_rd_w=k6pWt&content-id=amzn1.sym.385d5c79-7be9-4802-802e-5e837b2be04a&pf_rd_p=385d5c79-7be9-4802-802e-5e837b2be04a&pf_rd_r=XR21XWVBJBGPG1TECP5H&pd_rd_wg=VYPdJ&pd_rd_r=ff8dc233-5999-43af-ac23-8023ac1b0fae&pd_rd_i=B0978WDJK7&psc=1\nHuman Agent: I just sent you an invite so you can schedule a callback.\nCustomer: I do not know exactly when I will be in the barn to get help with my issues.\nHuman Agent: Are you having an issue with a camera in your barn?\nHuman Agent: What issues are you having?\nCustomer: yes  currently it shows I have 7 camera linked to my wifi but I am only getting 6 views  the 7th does not show anything.\nHuman Agent: Outside east side camera shows offline.  Is this the camera?\nCustomer: Yes \nCustomer: my wifi say it is connected\nHuman Agent: What color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: last I checked it was solid green\nCustomer: it last worked feb 1 I think and then it stopped\nHuman Agent: Solid green can indicate a power issue.\n\nIs the camera connected directly into a wall outlet, a power strip, a surge protector, or an extension cord?\nIf you are using a power strip, surge protector, or extension cord, please unplug from that, plug the camera in directly to a wall outlet with the original power adapter.\n\nOr try a different working power adapter, see if that will get the cameras to power on and start blinking green or switch to solid blue.\n\nCustomer: I have another camera plugged into the same power surge protecter and I have changed out the power cord \nCustomer: I did check and I am at 2.4Ghz\nHuman Agent: You swapped out the power cord?  Is the indicator light still solid green? or what color is the indicator light now? and is the light blinking or solid?\n\n\nCustomer: Again, I am not at the barn I am at work\nHuman Agent: okay you would want to try this when you are on-site with the camera.\nCustomer: Yes but I would rather talk than type\nHuman Agent: You can use the invite I sent you earlier to schedule a callback if you would like\nCustomer: Never mind this is not worth the hassle to get customer service\nHuman Agent: Okay - we offer live chat, callback and email support."]
["Customer: how can I turn off the cloud service as the free trial expired by 03/01\nCustomer: Agent\nCustomer: how can I turn off the cloud service as the free trial expired by 03/01\nCustomer: Agent\nHuman Agent: What is the email address for your account?\nCustomer: alaw88@msn.com\nHuman Agent: There is not an active cloud plan on any of the cameras.\nCustomer: how can I turn off the cloud service as the free trial expired by 03/01\nHuman Agent: There is not a cloud plan on any of the cameras on that account to turn off.\nCustomer: when I try to see the event.  It pop up no cloud service and I need to subscribe\nHuman Agent: Alright, I can sync and restart the camera and that may resolve the issue. Which camera are you having trouble with?\nCustomer: tge front and the driveway\nHuman Agent: Thank you. I synced and restarted the cameras. Are you there with the cameras at this time?\nCustomer: yes\nHuman Agent: Alright, then you can try moving in front of one of the cameras to make a motion event. Then you will want to try to view the new motion event. The sync and restart would not affect any old events, so that is why you would want to try to check a new event.\nCustomer: the front camera is working. but the driveway camera still has problem\nHuman Agent: What time is the most recent event on the \"Driveway\" camera?\nCustomer: 10:22.41\nHuman Agent: Okay, so that would be from before we did the sync and restart on the camera. Are you able to go to that camera and move in front of it?\nCustomer: yes, it works now..Thank you for your assistance\nHuman Agent: You're welcome."]
["Customer: Agent\nCustomer: Agent \nHuman Agent: How can I assist you?\nCustomer: I have several cameras still not working\nCustomer: They are connected to my wifi but not available in app or my nvr\nHuman Agent: If the devices are connected to your Wi-Fi network, but they are offline, then that means that they are not getting internet access. Could you check your router settings and make sure the devices are not paused? Then also check the security and firewall settings as they could be blocking the cameras from internet access. \nCustomer: I have done the devices with solid blue and they still do not come up\nHuman Agent: The other thing that could be causing an issue is the network connectivity. That would typically be caused by the signal strength at the camera or the upload bandwidth.\nHuman Agent: What have you done to the devices with a solid blue light?"]
["Customer: Cancel subscription the app and cameras don’t work right. I try to follow setup instructions and it doesn’t work. I just want to cancel my subscription \nCustomer: I have followed the instructions, the app doesn’t let me reset the cameras. I want to cancel my subscription and get my money back. The charge is still pending on my CC\nCustomer: Non refundable for a service that doesn’t work? Just give me money back\nCustomer: I thought this was customer support\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: I know how to cancel it, I don’t want to have to pay for the entire year. I want it canceled today not Jan 1, 2026\nCustomer: The cameras and app are poor quality and now the cameras won’t do anything, I can’t even reset them the only option the app is giving me is to delete the cameras. I’m done with this app, it’s not worth the hassle\nCustomer: I just want the annual charge canceled\nHuman Agent: Canceling the subscription stops the renewal. You will still have the remaining time that was paid for and the subscription will expire at the end of that time. The cameras on your account are offline, so you would not reset them. You would use the QR Code setup to connect them to your Wi-Fi network.\nCustomer: It renewed yesterday, I do not want to pay for a full year of service that doesn’t work\nHuman Agent: If you want to setup the cameras I can help walk you through that process. Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date. \nCustomer: Walk me through the process, what QR code do o need to use?\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: So a QR code will generate in the app and I’m somehow supposed to align a QR code that’s on my phone with the camera on my phone?\nHuman Agent: No, you show the QR Code on your phone screen to the Zmodo camera.\nCustomer: Or you could just cancel the subscription that hasn’t even finalized on my credit card and I can be done with this ridiculous company\nHuman Agent: As I mentioned earlier, I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?\nCustomer: As I mentioned earlier I know how to cancel it, why should I pay for a year of service that doesn’t work? \nCustomer: You’re no help and this company is a scam\nHuman Agent: The service is being provided. The issue is that the cameras do not have internet access. To connect the cameras to the internet, you would do the QR Code setup.\nCustomer: The QR code doesn’t do anything\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD14DRDA208363\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Green\nHuman Agent: Is the light solid green or flashing green?\nCustomer: It was solid then went flashing now it’s blue\nHuman Agent: Okay, it looks like the camera is online. You did not need to delete the cameras from your account. But you can search for it in your app with a LAN Search to add it back to your account. It looks like you may have just needed to restart the cameras.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: You literally just told me the cameras were offline, now they’re magically online? Which is it\nHuman Agent: Well, when you restart a camera, just like any other electronic device, that can often fix it if something is wrong. It may have also connected when you did the QR Code setup.\nHuman Agent: The camera was offline before. But now that you did setup and troubleshooting it is online. That is why we wanted to do the setup and troubleshooting, to bring the cameras online.\nHuman Agent: So now we can try the same thing for the other cameras."]
["Customer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Camera establishe secure connection. I’ve gone through all the steps many times over. Please do not have me repeat them. I’d like to speak w someone!\nHuman Agent: You are speaking now with a live agent via chat. \nCustomer: My camera CANNOT est secure connection. I’ve been through this , there’s a green light. My wi-fi is fine\nHuman Agent: I will need to look up the devices details, can you send me all the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid. \n\nHuman Agent: Is the light solid green or flashing green right now. \nCustomer: D/static_file/a578ed73ae_1_20250207132338.png\nCustomer: Solid green \nCustomer: I noticed the microphone had been turned on. I make sure it’s off. I’ve got a creepy neighbor, is it possible he could’ve hacked my cam?\nHuman Agent: No its not that, Microphone wont have anything to do with your issue, this camera doesn't have a microphone or speaker in it.\nHuman Agent: Solid green means the camera is not in setup mode, if its staying solid green that's an indication of a power issue. Can you try swapping this cameras cord with another one, then watch the lights and tell me if after 1 minute it still stays solid green or if it flashes at all?"]
["Customer: I am trying to connect front porch camera.  I connected it and then about  30 mins later it was not connected.  We have tried to reconnect several times and can not get it to connect.\nCustomer: When I am trying to connect the set up tells me it is 5 g and my wifi is 2.4g  Can I change the camera to 2.4 g?\nCustomer: How do I change the camera  I have been trying several things  no Luck\nCustomer: I want to change the wifi from 5 to2.4\nHuman Agent:  Hello, my name is Grant. The app does not know if your Wi-Fi network is a 2.4 GHz or 5 GHz network. The QR Code setup will always say that the 5 GHz network is not supported.\nHuman Agent: Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it back in?\nCustomer: In the set up mode  the camera says it is 5g not 2.4 g  it acts like this camera is not connected to my internet\nHuman Agent: I am not worried about the fact that the app says 5 GHz networks are not supported. As I mentioned, the app always says that no matter what network you are connected to.\nCustomer: we are doing that now  just a min\nCustomer: green\nHuman Agent: Is it solid green or flashing green?\nCustomer: solid\nHuman Agent: It should change to a flashing green after several seconds. If it does not, then that indicates a power issue.\nHuman Agent: Is the camera plugged in with an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: directly to a wall outlet\nCustomer: it is still solid green  \nHuman Agent: Then you will want to try plugging it in to a different outlet. If it still does not change to a flashing green, then you will want to try using a different power adapter and cable.\nHuman Agent: Using a power adapter and cable from a working camera is usually good because we know that the power adapter works, but another 5V1A power adapter may work, as well.\nCustomer: we will try it.. Thank you so much\nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: How to reset camera \nCustomer: How to locate rest button \nCustomer: Model number ZP-IBH15-W reset button location \nCustomer: Call support \nHuman Agent: Hello, you've reached customer care, my name is Kylie. There is not an external reset button for that camera, Can you send me a picture of the cameras sticker so I can look up the device for more details?"]
["Customer: Set up\nCustomer: Hi\nCustomer: I want to know if we need something too talk \nCustomer: Yes \nCustomer: I want to know if we need something too talk or the cameras have a mic \nCustomer: And if it dosent have a mic what do I have to buy \nCustomer: Okay \nCustomer: And do you have a link \nCustomer: A link to the web site so I can buy the mic that can support the cameras \nCustomer: How dose the website appear \nCustomer: In Amazon \nHuman Agent: The cameras on your account do not have 2-way audio. There is not a microphone that you can install on the cameras.\nCustomer: There’s no external microphone that I can buy \nHuman Agent: No, there is not an external microphone for the cameras.\nCustomer: Okay thank you \nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Can't get blue light to go away \nCustomer: -1\nCustomer: I have deleted the cameras from the app \nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hi my name is Wendy\nCustomer: Troubleshooting\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: Can't get blue light to go away after deleting camera from the app \nHuman Agent: Which camera shows a blue light?\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \nCustomer: Have two \nHuman Agent: ok what are the device IDs on the 2 cameras?\nCustomer: D/static_file/ebd6f351c2_1_20241015145745.jpg\nCustomer: D/static_file/c9c420a50e_1_20241015145808.jpg\nCustomer: I have two new carport IDs. Also one was pool \nHuman Agent: ZMD19G1IHC18437  ZMD17H4IF900736 are you wanting the cameras bound to your account?\nCustomer: The two present carport are just fine. Don't delete them. The reason for all this I had to put up an access point because these Three kept dropping off\nHuman Agent: ZMD19G1IHC18437  ZMD17H4IF900736 are not bound to an account.\nCustomer: Yes the two on the picture \nHuman Agent: ZMD19G1IHC18437  ZMD17H4IF900736 are you wanting the cameras bound to your account?\nCustomer: Got a green  light on one now \nHuman Agent: ok  I just reset ZMD17H4IF900736 too.  It should start blinking green in a minute\nCustomer: Thanks. Check is in the mail \nHuman Agent: you're welcome"]
["Customer: Troubleshooting\nCustomer: My camera is red\nCustomer: Solid red it won’t update \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Which one of your cameras are you trying to update?"]
["Customer: I'm here and I need help\nCustomer: My system is not refreshing and I'm not getting notifications.\nCustomer: Yes, yes, yes...  I've done all that and still no success \nCustomer: Can I please get a live person to help me?\nCustomer: OK \nCustomer: Waiting \nHuman Agent: Okay, we can check a few things. First to start, are you there with your cameras currently?\nCustomer: Yes.  It's not the cameras.  It's the system.\nCustomer: Other phones and iPads are working fine.\nCustomer: Sorry, one other phone is not working.  It's doing the same thing.\nCustomer: Stuck on \"refreshing\" with the little circle rolling indefinitely.\nCustomer: Are you still there?\nCustomer: Third phone doing the same thing.\nCustomer: Are you there?\nCustomer: Hello?\nHuman Agent: It looks like none of your chats were coming through or mine were not being sent. With the phone that it is just stuck refreshing, is that an iPhone or an Android device?\nCustomer: Now I got a notification of a movement but nothing shows up in events.  All the three phones are still rotating \nHuman Agent: It may take a minute for the clip to load. And you may want to refresh the app to see the motion clip.\nCustomer: I’m aware of that.\nCustomer: My iPad seems to be working.\nCustomer: My phones are all android.\nHuman Agent: Okay, so if you are having issues with the Android phones, then you can go in to the app settings and clear the app data.\nCustomer: I did.  It worked ok for a while and then started doing the same thing.\nHuman Agent: Then you can try clearing the app data again and uninstall and reinstall the app afterwards. \nCustomer: I did all that too!\nHuman Agent: Okay, can you try clearing the app data again?\nCustomer: Ok \nHuman Agent: What is the phone model and the OS versions of the phones that you are using? \nHuman Agent: I will report the issue and your phone information to our development team so that they can take a look to see if it is an issue with the app and how to resolve it.\nCustomer: One plus 12R Android 14\nHuman Agent: Is that the same for all of the phones?\nCustomer: 2 phones only.  The third one is T-Mobile Revvl V+ 5G\nCustomer: All were working fine until a day or two ago.\nHuman Agent: Do you know the Android version of the third phone?\nCustomer: Looking \nCustomer: 12\nHuman Agent: Thank you. I am getting that information passed to our development team so that they can look in to it and the more information they have to start from the better. Did clearing the app data work again?\nCustomer: Logging in \nCustomer: Yes it did, but I’ve done this several times and it goes back to its bad habit.\nCustomer: Should I expect a call or an email.\nCustomer: .\nCustomer: ?\nHuman Agent: I can pass your information on to my supervisor and let them know that you want to be contacted when there is an update.\nCustomer: What happens in the meantime?\nHuman Agent: Right now we do not have another solution, because so far I think there is one other person that might have had a similar issue, but clearing the app data seems to have resolved it. The information is passed along to the development team who will be looking in to the issue.\nCustomer: Ok \nCustomer: Thanks.  I don’t think there’s anything else to discus.  Is there?\nHuman Agent: Do you have any other questions?\nCustomer: No, thank you.\nHuman Agent: You're welcome."]
["Customer: Representative please\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Hi again. The QR connected one camera, but timed out four times in a row on the other.\nHuman Agent: Okay, are you able to tell me the other two cameras Model and ID numbers? I will look them up in the system \nHuman Agent: this will be on the sticker, the ID should start with ZMD typically. \nCustomer: I can take a picture of the label. Ok?\nHuman Agent: Yes that is fine\nCustomer: D/static_file/3a580c43e4_1_20241206143423.jpg\nCustomer: Legible?\nCustomer: D/static_file/e016da4632_1_20241206143608.jpg\nHuman Agent: Yes, I can see that, let me look up this cameras info. Feel free to send the second cameras sticker  as well. \nHuman Agent: Just got the second now, one moment while I look up both of these.\nCustomer: The other worked using the QR. It’s reconnected to the system.\nCustomer: D/static_file/9513f2ffda_1_20241206143726.jpg\nCustomer: This is the second one which seems to be reconnected \nHuman Agent: Okay, great!\nCustomer: First one is still a problem \nHuman Agent: the ZMD15HWHE002013 camera looks like it will only use the QR code setup. Are you perhaps able to swap the camera cord on it with the one that reconnected then try the QR setup with it again?\nCustomer: Will try. Why would the cord make a difference?\nHuman Agent: Sometimes if there is an issue with the cord it can prevent the camera from coming online with the setup, its rare but does happen. \nCustomer: Ok, will let you know if it works \nHuman Agent: Okay\nCustomer: Didn’t work. Any other options?\nHuman Agent: When you did the QR code setup with the camera what color were the lights and how did they react any change?\nCustomer: Flashing green, no change\nCustomer: The camera that did reconnect went from flashing green to blue \nHuman Agent: Okay, if it only flashed green then that means it was not seeing the code Infront if it, try holding the code at 6 inches away for a minute and see if it ever flashes blue, if it does not try holding the code at 12 inches away, if it fails again take a screenshot of the code and send that to me to review to make sure its not something with the code itself. \nCustomer: D/static_file/77a37e2c23_1_20241206145305.png\nCustomer: Never flashed to blue at any point \nHuman Agent: Okay, Only other thing you could possibly try is to do the setup from another device or set up another camera while next to this one to hopefully also get it the signal. As far as I can tell the info with the QR code seems perfectly fine.\nCustomer: What if I connect my Zmodo hub device. It’s not turned on right now. Does that provide any help?\nHuman Agent: No, it sadly wont help to get the cameras themselves online\nCustomer: So this malfunctioning camera could get a signal from another working camera next to it?\nCustomer: And when you say set up from another device, does that mean a different cell phone?\nHuman Agent: If The issue is just that the camera cant see the code due to a lens issue then setting up another camera by it may bring it online as when one camera connects it try's to push the signal around it to other cameras that are ready to set up. If you are still unable to get the device to connect then this may mean something is wrong with the camera internally. \nHuman Agent: Yes mobile device so a phone or tablet. \nCustomer: And one last question, could this reset camera be remembering a different \nWiFi from when it was previously connected? I have 3 different WiFi channels here. Possible it was on a different one before.\nHuman Agent: So whenever you change the Wi-Fi name, password, or router the cameras drop offline because they only have the old info and are trying to connect with the old info and cant, how you would reconnect them is by going through the setup and give them the new Wi-Fi info, they read it then try to connect with that. This camera is only flashing green which means its not seeing the code in front of it to try and get that new info.  Not all cameras need to reset before going through the setup if they are already offline, this is one of those cameras that doesn't need to reset. \nHuman Agent: If it was connecting to another network it wouldn't be flashing green, it would be a solid blue so we know its not connecting to anything due to the light pattern. \nCustomer: Ok, thanks very much. I’ll play around with a couple different approaches before giving up. It’s a pretty old camera, so maybe it just gave up the ghost. Appreciate your help! Can you send this chat to me for future reference?\nHuman Agent: I am not able to send the chat unfortunately, I would advise for you to take a screenshot so you have the chat details instead.\nCustomer: Ok, will do. Take care and thanks!\nHuman Agent: No problem,You too, have a good day. let me know when you have taken all the screenshots you need and I can close the chat, otherwise it will timeout after 5 minutes. \nCustomer: All done👍\nHuman Agent: Fantastic mate, take care and farewell."]
["Customer: I would like talk to someone t renew my Zmodo anualy\nCustomer: Can you please send me the phone number \nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Your 4 spoE cameras & NVR show offline.  Are you needing help getting them setup again?\nHuman Agent: If you prefer to talk to someone on the phone I just sent you a callback invite to schedule a callback.\nCustomer: Can I have my Zmodo live back?\nHuman Agent: Do the cameras connect to the back of the NVR? or do they connect to a repeater?"]
["Customer: What does establishing a secure video channel mean\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you trying to access your carport camera? It is currently offline. What is the indicator light status? I'll need to know the color and whether or not it is flashing. \nCustomer: Yes, that camera is not working and I can not see the indicator light right now, we are going to have to wait a few days until it warms up to take it down to see. Thank you Dillon and will contact you when we can further inspect that camera \nHuman Agent: Okay, if you get a chance, you could also try unplugging it and plugging it back in to see if that makes any difference for it. Feel free to reach back out if you need more help once you can get closer to it. \nCustomer: Ok, thanks"]
["Customer: Camera not Blinking green\n\nCustomer: Model zp-IBH15-W\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Not Blinking green\nCustomer: Help\nCustomer: Customer assistance \nCustomer: Human\nCustomer: Agent\nCustomer: Customer care\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd13fvda211533\nHuman Agent: Can you please unplug the camera, plug it back in, and tell me what light you see inside of the camera when you plug it in?\nCustomer: Green light stays on about 5 seconds then blinks twice and goes away. No light after that\nHuman Agent: So it is changing to a blue light then. You may want to try looking in the camera at a slightly different angle for the blue light. You can also watch the camera for a minute or two and see if the flashing green light comes back on. It may be alternating between flashing green and flashing blue, so you would want to watch the light closely as it would not be flashing green for long."]
["Customer: Hi just installed one Camara speaker doesn’t work  \nCustomer: 1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You do not currently have any devices on your account with audio capabilities. \nCustomer: Hi. Speaker doesn’t not working. Already hold speaker icon won’t work \nHuman Agent: You do not currently have any devices on your account with audio capabilities. \nCustomer: Ha just subscribed  my carats shoes speak and records icon \n\nZmodo camara.   My email. Mikeportillo10@ yahoo.com. \nHuman Agent: The icons are greyed out and not able to be turned on as you do not have any devices on your account with audio capabilities. \nCustomer: My camara does have speak  and video cameras. Does no work   \nHuman Agent: No, your camera does not have a speaker or a microphone."]
["Customer: How do I use the sounds how to turn it on\nHuman Agent: Hello, my name is Grant. The cameras on your account are the Zmodo Indoor/Outdoor 1080p Wi-Fi cameras. Those cameras do not have 2-way audio features. That is why the microphone and speakers are greyed out on your app."]
["Customer: Hi trying to connect the Funlux camera to new network \nCustomer: Ok\nCustomer: Funlux camera is saying offline\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Are you trying to setup cameras named smart device, bedroom, and master bedroom?\nCustomer: Yes\nHuman Agent: What color are the indicator lights on the cameras? and are the lights blinking or solid?\nCustomer: Blinking green\nHuman Agent: ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have a tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nCustomer: Just need to connect with internet not showing"]
["Customer: Necesitó ayuda con cámara, tiene luz verde,dejó de funcionar \nCustomer: Ella es la única de 5 camaras que no funciona, esta en el techo \nCustomer: En estos momentos está de día, y esta muy alto\nCustomer: La luz es verde\nCustomer: Pues esta verde he tratado de configurar y no me deja,me puedes ayudar \nCustomer: Luz verde\nCustomer: Español por favor no habló inglés \nCustomer: Agente\nCustomer: Agenente\nCustomer: D/static_file/d058f7b33e_1_20241211144332.jpg\nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debería comenzar con ZMD y debería estar en una pegatina blanca en la cámara o en el soporte, normalmente debajo de un código de barras.\nCustomer: No lo puedo ver\nHuman Agent: Además, parece que hay algunos problemas con el código QR que enviaste. Primero, debe activar la Ubicación y permitir que la aplicación acceda a la ubicación de su teléfono. Luego, también deberá ingresar la contraseña de Wi-Fi y parece que no tiene la contraseña ingresada en ese código QR.\nCustomer: La ubicación está!\nCustomer: El código  qr,puede ser que me equivoque \nHuman Agent: Si regresa a la pantalla que le pide que ingrese la contraseña de Wi-Fi, ¿dice \"Unknown SSID\"?\nCustomer: Simplemente me dice que actualizar lo hago y nada\nHuman Agent: Bien, ¿puedes volver a la pantalla que te pide que ingreses la contraseña de Wi-Fi y decirme qué ves arriba donde ingresas la contraseña de Wi-Fi?\nCustomer: La contraseña está bien las demás cámaras funcionan perfectas\nHuman Agent: Le estoy haciendo preguntas específicas para que podamos resolver el problema y configurar la cámara. ¿Puedes ir a la pantalla en la configuración del Código QR que te pide que ingreses la contraseña de Wi-Fi? No ingreses la contraseña de Wi-Fi, por favor dime lo que dice arriba donde escribes la contraseña de Wi-Fi. ¿O puedes enviar una captura de pantalla de esa pantalla?\nCustomer: En mis registros con ustedes no se queda QR\nHuman Agent: Enviaste una foto de un teléfono con un código QR.\nCustomer: Un momento \nCustomer: D/static_file/0597484cd1_1_20241211145514.jpg\nCustomer: Verifique, la cama tiene nombre de identificación nelida\nHuman Agent: Muy bien, ese código QR es diferente de la primera imagen que enviaste. Entonces eso es bueno. Ahora, ¿puedes desconectar la cámara, volver a enchufarla y decirme qué luz ves en la cámara cuando la vuelves a enchufar?\nCustomer: No se puede esta en el techo\nHuman Agent: Si la cámara simplemente dejó de funcionar por sí sola, reiniciarla puede ser todo lo que necesite para resolver el problema.\nCustomer: Pues trato de reiniciarla y nada\nHuman Agent: ¿Qué quieres decir con que intentaste reiniciarlo? ¿Desconectaste la cámara y la volviste a enchufar?\nCustomer: Todas en un momento dado se reiniciaron, ellas misma no se porque \nHuman Agent: Para reiniciar la cámara, debe apagarla y volver a encenderla. Por lo tanto, deberá desconectar la cámara y volver a enchufarla.\nCustomer: Es imposible, están el techo,no me puedo subir,con el QR,no lo puedes hacer desde allá \nHuman Agent: Si no desenchufó la cámara y la enchufó, entonces no la reinició. Recomiendo encarecidamente reiniciar la cámara.\nHuman Agent: ¿Qué luz ves en la cámara?"]
["Customer: Troubleshooting\nCustomer: Devices not working \nCustomer: Representative \nCustomer: -1\nCustomer: Our 2 devices are offline and I need to know why. They have been off for several weeks \nCustomer: Are you there?\nHuman Agent: There could be several reasons cameras are offline. Have you changed your router, Wi-Fi name and password, or internet provider?\nCustomer: No changes. \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Sorry it is up very high and I will have to check it once I get a ladder. \nHuman Agent: Alright, that is fine. You would want to unplug the camera, plug it back in, and look at the light in the camera to see what the next things to check would be."]
["Customer: ZMD151B14205982 stopped playing back\nCustomer: Camera does not respond at all. \nCustomer: Solid blue\nCustomer: All the cameras are working on the same network. I worked with this camera for 3 hours and worked @ 11:31:07 today\nHuman Agent: Hello, you've reached customer care, my name is Kylie. That camera does not have a subscription \nCustomer: D/static_file/4d0014304e_1_20250127142032.jpg\nHuman Agent: If you wish to view the short clips a camera makes without a sub you would go to the event/alert section where the shrot clips are \nCustomer: It was paid 12/28/24\nHuman Agent: for cameras not subscribed thats where you view the clips\nCustomer: No clips to view, plenty of activity is normally shown\nCustomer: Maybe its time to replace the camera\nHuman Agent: No, this camera was previously subscribed but the service expired, the last date of service was 2024-11-12\nHuman Agent: It had the 7 day plan processing monthly for the billing.\nCustomer: The app will not allow us to update it and it was working until today\nHuman Agent: the screenshot you sent earlier shows the short clips the camera takes/makes when its triggered. Those are the clips for cameras without a subsciption. \nCustomer: One clip in 12 hours?\nHuman Agent: I cant see how many clips the camera makes.\nCustomer: This is a warehouse driveway. It only worked one time in 12 hours\nHuman Agent: The trigger for it to make a clip is motion, it takes a 10-15 second clip, has a cooldown of 3 minutes then if something else moves or if there is still motion it will trigger again then it repeats. The clips last 12 hours from the point they are created then they overwrite to make room for more footage. \nHuman Agent: Right now can you click live on the camera and view it live properly?\nCustomer: No…! Set this up so we can pay the cloud. The app greys out that camera\nCustomer: No live function\nHuman Agent: Viewing the camera live is not a paid feature, if you are unable to view the camera live the camera is offline. Are you able to take a look where the camera is to see if there are any lights on it? would look for a green, blue, or red light and see if its flashing or solid. \nCustomer: Solid Blue\nHuman Agent: This device looks like it's been regularly going in and out. That is generally related to power or network issues. To start looking into it, can you check and make sure the antenna is fully screwed on?\nCustomer: Yes,\nHuman Agent: Okay, about how far would you say this camera is from the router, extender, or access point it's connected to?\nCustomer: 10 feet for 8 years. I think a new camera or USB cable is needed. \nHuman Agent: This camera was first set up around 5 years ago. Is it in the same room as the router or is the router in another room? Are there any other networks it may possibly be on currently?\nCustomer: Exactly the same, the area the cable connects to the camera looks corroded. \nHuman Agent: Are you able to swap this cameras cord with another one at all to test and see how it reacts?"]
["Customer: Hello my camera not working \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Is the indicator light on the side currently blinking green?"]
["Customer: Troubleshooting\nCustomer: Camera keeps buffering \nCustomer: Did all that\nCustomer: Buffering \nCustomer: -1\nCustomer: Did all that, still buffering \nCustomer: Agent\nCustomer: Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. What is the name is the camera that is buffering for you?"]
["Customer: Troubleshooting\nCustomer: I have 4 cameras not work \nCustomer: They pop on and then. Go out \nCustomer: Customer service please \nHuman Agent: Hello, you've reached customer care, my name is Kylie.  Let me look up your account, one moment\n\nHuman Agent: You have several cameras on the account, the ones that are online right now show me they have been on consistently which is really good, however I see what you mean for the other cameras as they are offline right now, Are you able to check on the front of the cameras that are offline for me right now to see if there are any lights showing? that can give me a better idea for what would be causing them to go offline, I just need to know the color and if they are solid or flashing and if that changed while your viewing the lights (a flashing then solid then a flashing)."]
["Customer: Set up\nCustomer: My new camera does not power up when plugged in\nCustomer: Still does not power on\nCustomer: Does not power on\nCustomer: Still not powering on\nCustomer: Still nothing \nCustomer: Return faulty equipment\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device, can you send me all the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid."]
["Customer: I had new internet installed today and need help putting my cameras on the new network\nCustomer: I do not remember the process\nHuman Agent: Hi my name is Wendy\nCustomer: Hello\nHuman Agent: All the cameras connected to this account can use QR code setup.\n\nAre the indicator lights on the cameras blinking green?\nCustomer: They are not\nHuman Agent: What color are the indicator lights? and are the lights blinking or solid\n\n\nCustomer: Blinking green\nHuman Agent: QR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*"]
["Customer: Troubleshooting\nCustomer: I payed for my subscription but my camera won’t reconnect \nCustomer: How I do that \nHuman Agent: Hello, you've reached customer care, my name is Kylie. The subscription is only for recording purposes, it does not make cameras come online.\nHuman Agent: If the camera is currently offline you would have to go through the setup and troubleshoot with the camera.\nHuman Agent: We will be closing at 6PM central time which is in 10 minutes. I can follow up via email if you prefer, Sent a callback scheduler so you can schedule a callback for tomorrow or we can just chat until 6PM what would you like to do?"]
["Customer: My camera is freezing \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like since yesterday your camera named CAM 2 has been dropping offline at times. Are you at the same location as the cameras currently?"]
["Customer: Troubleshooting\nCustomer: I have 4 devices  and for some reason when chege my wifi password i can't connect \nCustomer:  Already try that  and still can't  connect  \nCustomer: Can I talk  to someone \nCustomer: For some reason  I  don't know  why  I can't connect  my 4 devices \nCustomer: Thanks for your  help \nCustomer: You have number so a can  talk  to someone \nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?"]
["Customer: Troubleshooting\nCustomer: No light on device\nCustomer: Still no light\nCustomer: Still no lights and plugged into a known working outlet\nCustomer: How do I contact customer support?\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 15JTDA017160\nHuman Agent: Thank you. Can you try covering the camera lens to block all light getting to the camera and let me know if you see the infrared lights for night vision turn on?\nCustomer: Nothing. I put it inside a dark cabinet - Zip!  Nada\nHuman Agent: Alright, then you will want to try another power adapter. The camera uses a 5V1A power adapter with a micro-USB connector.\nCustomer: Let me see if my adapter for my laptop will work. \nCustomer: Still searching for a connector\nCustomer: I can’t locate a connector the size you referring \nCustomer: GOT ONE. Green light is on\nHuman Agent: Is it flashing green or solid green?\nCustomer: Sorry the red lights were on then the blue is on. \nCustomer: Now green is on solid flashing \nHuman Agent: It looks like the camera is online. It looks like you set it up with your phone number, *******867.\nHuman Agent: The camera is online, so the light should be blue. And it would be either solid or flashing, not both.\nCustomer: The only light that stays on is solid blue behind the lense\nCustomer: Yes. Set up with that phone\nHuman Agent: You are logged in with a different account. So you will want to log in with the phone number to view the camera.\nCustomer: I will need to buy a cable because the other end of this cable I’m using has a USB PLUG\nCustomer: Ok walk me thru how to set it up\nHuman Agent: It is already setup. You would just need to log out of the account you are logged in to and log in with the phone number.\nCustomer: Ok can I get a new wall connector plug from Zmodo so I can install it outside?\nCustomer: Where do I go to log out while we are still connected?\nHuman Agent: You can buy a power adapter from us here https://www.zmodo.com/5v-1a.html or you can purchase any 5V1A power adapter with a micro-USB connecter from stores like Best Buy and Walmart or on Amazon.\nHuman Agent: If you are using the Live Chat support through your app, then you can try logging in to the web app at user.zmodo.com to be sure you can log in before you log out of the app.\nCustomer: Ok Amazon delivers quickly.  How or where do I set this up with the 867 number?\nHuman Agent: You just need to log in to the app with the phone number. The camera is already setup on the account and your Wi-Fi.\nCustomer: What number was it set up with before???\nHuman Agent: *******867.\nCustomer: That’s the correct number! So just reenter the same number?  When I go to devices it says there are no devices\nHuman Agent: Right now you are logged in with an email address, nonajean321@comcast.net. So you are not logged in with the phone number. You will want to log in with the phone number, not the email address.\nCustomer: Ohhhhh, ok \nCustomer: Should I end this chat?  Anything else I should know?\nHuman Agent: Do you have any other questions for me now? If you have any in the future, then you can start a new chat.\nCustomer: Ok thanks for your help. \nHuman Agent: You're welcome."]
["Customer: How to delete clips\n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. This will delete events, but not the recordings themselves. Recordings are only deleted automatically as they expire."]
["Customer: Saludos.. quería saber si las cámaras smodo gravan o se puede escuchar cuando está en vivo? \nCustomer: Es muy importante que las cámaras puedan reproducir el audio... Igual gracias por la información \nHuman Agent: Hola, mi nombre es Grant. Solo quería informarle que revisé su cuenta y las cámaras de su cuenta no tienen funciones de audio."]
["Customer: No rewind avaliable. Why?\nCustomer: I have a subscription. \nCustomer: It's active. \nCustomer: There is no cloud tab \nCustomer: Is the Vault not the same as the Cloud?\nCustomer: How to access cloud previous recordings. \nCustomer: Playback button does not work. \nCustomer: Where do I reach out?\nCustomer: Playback button does not work. Can not access the cloud. \nCustomer: How to contact an agent?\nCustomer: Hello?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you send me a screenshot of how it looks when you go to tap on playback\nCustomer: D/static_file/d6fbb4150b_1_20250225171218.jpg\nCustomer: When I try to access the playback in anyway this comes up. \nCustomer: Yes I am still here. \nHuman Agent: Okay, Does this occure for each camer aor only certain ones? Also what type of device are you using (phone ro tablet) and is it an android or apple as well\nCustomer: This is on all cams. And all Android phone devices the app is on.\nCustomer: I deleted the app and logged out but no fixing. \nHuman Agent: Okay, I would liek for you to try and clear all of the app data, just make sure you know your account password as it will have you login again when this is done, to clear out the app data can go to settings, then apps, then zmodo, then from there it may vary a bit, but will likely be storage and then buttons to clear data and clear cache. Once that is done Log back in then try checking the playback again for me.\nCustomer: I apologize i am \nCustomer: I will do as you suggested and if it does not work I will contact again. \nHuman Agent: Okay\nHuman Agent: If for any reason that does not work for you, the next thing you would do is  delete the group then refresh the app by closing and reopening it again then see if it works fine again.\nCustomer: It does not work. I will try this. \nHuman Agent: Okay\nCustomer: Okay. The playback only seems to work if the cams are not in a group. \nCustomer: It used to work when the cams were in a group. But only one of the cameras is not under a subscription. \nHuman Agent: Okay, that's great news, for now leave the cameras out of the group, we'll report the bug to get it fixed as soon as possible.\n\nCustomer: Thank you! I appreciate it. Have a good day. \nHuman Agent: Thank you as well, have a great evening."]
["Customer: Hello, my name is Pedro, I have change my network and I want my 4 wireless cameras to connect to my new WiFi network \n\nCustomer: Can you send me how is the process \nCustomer: -1\nHuman Agent: Hi my name is Wendy.  smart device, front 1, front 2, & inside cameras show offline.  Are these the cameras you are wanting to setup?\nCustomer: Yes \nHuman Agent: Are the indicator lights on the cameras blinking green right now?\nCustomer: Don’t know, there placed on top of my front door \nHuman Agent: Please let me know what color the indicator lights are on the cameras and are the lights blinking or solid.\nCustomer: I can’t see, cameras are on top front porch \nHuman Agent: okay.  Do you want to contact us again later after checking that?\nCustomer: I guess it has to be dark to see \nHuman Agent: Live chat agents are available M-F 9am-12pm CST and 1pm-6pm CST.\nHuman Agent: if you cup your hands around the lens you can see the indicator lights easier"]
["Customer: Troubleshooting\nCustomer: I have problems \nCustomer: -1\nCustomer: My camera is not working\nCustomer: The light still blink green\nCustomer: How im set up\nCustomer: He still blink green\nCustomer: Im still have problems \nCustomer: Someone call me\nCustomer: Yeah\nCustomer: My camera not working \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Okay, When you look at the cameras lights what color are they and are the lights flashing or solid?\nCustomer: Green \nHuman Agent: flashing or solid?\nCustomer: Flashing \nHuman Agent: Okay, that means the camera is in setup mode, Reboot the camera then go through the QR code setup.  When you hold the code up to the camera from 8 inches away watch the lights of the camera to see how they react, hold the code for 1 minute, if it fails Take a screenshot of the QR code and send that to me in the chat and also tell me how the cameras lights reacted when you showed it the QR code as well. \nCustomer: Blue\nHuman Agent: It takes a minute for the camera to reboot first, reboot the camera then do the setup and follow the steps I listed above.\nCustomer: Still no working \nHuman Agent:  if it fails Take a screenshot of the QR code and send that to me in the chat and also tell me how the cameras lights reacted when you showed it the QR code as well."]
["Customer: I cannot login to my camera information.  One of my cameras is offline and cannot get it to connect\nCustomer: There is no light showing .  I was able to fix this issue before when I logged into my online account.  I had a representative help with it another time.  I can't find a number to call anymore.\nHuman Agent: Hi my name is Wendy\nCustomer: I want to talk to someone and get this resolved.  This is not the customer service I expected\nHuman Agent: Camera named backyard patio shows offline.  is this the camera you are needing help with?\nCustomer: yes\nHuman Agent: What color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: There was no light last time I looked.  Do I need to look again?  This camera is 7 above ground and need a ladder to access\nHuman Agent: Yes please let me know what color the indicator light is on the camera. and is the light blinking or solid?\nCustomer: This will take me several minutes. \nHuman Agent: The indicator light is inside the lens of the camera.  You can see it easier if you cup your hands around the lens of the camera.\nHuman Agent: We will stay connected for 7 minutes without activity\nCustomer: There is no light\nHuman Agent: Try moving the camera to a different wall outlet or try using a different 5v 1a micro usb power adapter to try and get the camera to power on\nCustomer: I can't unplug it now as the app is updating.   \nHuman Agent: Backyard patio is offline.  \nCustomer: I know , thats why Im contacting you.  \nHuman Agent: Try moving the camera to a different wall outlet or try using a different 5v 1a micro usb power adapter to try and get the camera to power on\nCustomer: Ill try\nHuman Agent: ok\nCustomer: plugged it in, should the light be on now?\nHuman Agent: You should see a green or blue indicator light that is either blinking or solid\nCustomer: Ill check, takes a  few minutes to go outside\nHuman Agent: ok\nCustomer: no light\nHuman Agent: You tried using a different working power adapter too? \nHuman Agent: Is the camera on an extension cord, power strip, or surge protector?  If so, unplug from those, plug it directly into a wall outlet with just the power adapter\nCustomer: no. I'll have to locate one.\nHuman Agent: Is the camera on an extension cord, power strip, or surge protector?  If so, unplug from those, plug it directly into a wall outlet with just the power adapter\nCustomer: Its plugged into wall outlet with new adapter.  I'll check for light again\nHuman Agent: ok\nCustomer: no light no connection. does the camera require a specific wifi speed?\nHuman Agent: If the camera will not power on it is most likely defective\nHuman Agent: There are similar 1080p outdoor wifi cameras available on Zmodo.com if you would like to purchase a replacement camera\nCustomer: It is fairly new and was working in the Spring.  \nHuman Agent: When was it purchased?  If you attach your receipt here I can check if its in warranty\nCustomer: Let me pull up Amazon.\nHuman Agent: ok\nCustomer: Amazon.com Camera- Order 111-1396068-5032255.pdf\nHuman Agent: I can't look up amazon orders.\nHuman Agent: When was the order purchased?\nCustomer: Can't you read the pdf. doc I sent.  It is the receipt.  Purchase date april 22, 2024\nHuman Agent: I didn't get a PDF.  \nHuman Agent: If the camera was purchased Apr 22 2024 brand new it is most likely in warranty.\nCustomer: let me try to send it again.\nHuman Agent: You can fill out the RMA form to send the camera in to be replaced.  zmodo.com/rma \n\nAfter the RMA department approves the return you will be emailed return instructions.\n\nMake sure to include a copy of your receipt for the camera.\nCustomer: Amazon.com - Order 111-1396068-5032255.pdf\nHuman Agent: ZMD18ADIH504679 backyard patio looks to be first setup in Sept 2022, you are sure it was purchased in April 2024?\nHuman Agent: You could email me the PDF.  support@zmodo.com\nCustomer: We had to replace camera. I will email the pdf.   we have several cameras and I want to make sure I send the correct document. \nHuman Agent: ok thanks\nCustomer: Thank you\nCustomer: How do I get to my online account?  I have not been able to login.\nHuman Agent: You are wanting to login on the web app? \nCustomer: yes\nHuman Agent: https://user.zmodo.com/login\nCustomer: Thank you. I will continue to try to connect\nHuman Agent: You're welcome.  The camera needs to power on and show the indicator light.  If you see a blinking green indicator light you can set it up again using QR code setup"]
["Customer: Troubleshooting\nCustomer: i need help it's not working \nCustomer: agent \nHuman Agent: How can I assist you?\nCustomer: my cameras not working \nCustomer: i'm trying to connect the camera back again \nHuman Agent: Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: okay one moment\nCustomer: it's showing a red light on the front of the camera \nCustomer: one of them \nCustomer: the other camera shows a green light on the side than comes off"]
["Customer: hello trying to a a zmodo camera to my network\nCustomer: not working\nCustomer: trying to install another wifi camera\nCustomer: not working\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hi my name is Wendy\n\nPlease provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: zmd12k468270124\nHuman Agent: ZMD12K468270124 what color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: blinking green\nHuman Agent: ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nCustomer: does not work"]
["Customer: Set up\nCustomer: Agent \nCustomer: I can’t playback any clips \nHuman Agent: Alright, are you having trouble with clips from a specific camera or from all of the cameras? And are you getting any clips in your Events section?"]
["Customer: Agent\nCustomer: Agent\nCustomer: Agent\nCustomer: Agent\nCustomer: Agemt\nCustomer: Agent\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: Cameras not showing in app or nvr\nCustomer: Connect timing out \nHuman Agent: Do you have any Wi-Fi extenders or a mesh network? Or did you change your router or internet provider recently?\nCustomer: No\nHuman Agent: If the devices are connected to your Wi-Fi network, but they are offline, then that means that they are not getting internet access. Could you check your router settings and make sure the devices are not paused? Then also check the security and firewall settings as they could be blocking the cameras from internet access. \nCustomer: I have 13 cameras i have tried deleting etc and have managed to get what I have showing but only 3 are showing video\nHuman Agent: The other thing that could be causing an issue is the network connectivity. That would typically be caused by the signal strength at the camera or the upload bandwidth.\nCustomer: Everything was working with no issue until recently and nothing has changed\nHuman Agent: Alright, but the cameras are not working now, so you will need to troubleshoot them to figure out why they are not working.\nHuman Agent: You can test the upload speed of the Wi-Fi network that the cameras are connected to. Make sure that your phone is connected to the same 2.4 GHz network that the cameras are connected to. You can use this website https://fiber.google.com/speedtest/ to test the speed of your network. It will test a download and then an upload speed.\nHuman Agent: To test signal strength, you can download an app on your phone. If you are using Android, then you will want to download an app called Wifi Analyzer. If you are using iOS, then you can download an app called Airport Utility. You can use these apps to test the signal strength from your Wi-Fi near the cameras."]
["Customer: Troubleshooting\nCustomer: My zmodo mini cam has stopped working....just shows last picture when It stopped along with the message: \"Poor connection. Please try again later\" I have moved the cam closer to my wifi hub...no change. I have hit the \"reset\"....no change. Where do I go from here? Thanks for your help!\nCustomer: I need to communicate with a LIVE agent...is that possible?\nCustomer: Thanks very much\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 14GSE2293872\nHuman Agent: Thank you. That camera is showing offline. Can you unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer:  I have done that several times...no light appears\nCustomer: also from two different working outlets\nHuman Agent: Okay, if you are not seeing a light on the camera, then that likely means it is not powering on. You may want to try using a different power adapter. If you can use the adapter and cable from a working camera, that would be ideal since we know that power adapter and cable are working.\nCustomer: sadly the only other zmodo cam I have with the same power adaptor is my Back/LR cam which is not accessable at all for changing out power cords.\nHuman Agent: You can try a different power adapter then, you would just need to be sure it is a 5V1A power adapter.\nCustomer: I just lookes through my stuff and I do not have anything like that.\nHuman Agent: Then you would want to try using the power adapter from your working camera or get a new power adapter to see if it will work with the camera.\nCustomer: Ok...guess I am out of luck without buying a power adapter.\nHuman Agent: Essentially a power issue could be three different things: the camera, power adapter, or the outlet. Since you said you have tried plugging it in directly to two different outlets (no power strip or extension cord) then it is not the last option. The other two would be the power adapter and the camera. If it is the power adapter, then just replacing the adapter would be the solution. If it does not work with a working adapter, then it would be the camera and unfortunately, there would not be a solution without replacing the camera at that point.\nCustomer: OK...thank you for your help.\nHuman Agent: You're welcome."]
["Customer: I've done everything to reset my cameras I've deleted them to try and reload them they're just not reading the qr code \nCustomer: The indicator light will blink blue then blink green and it's still doesn't read the qr code \nCustomer: I've done everything and still nothing happened \nCustomer: It's not doing anything \nCustomer: Device or application is working at all the power is on still not accepting the qr code \nCustomer: The cameras are not working right done the troubleshooting that you have suggested over and over again and it's still not working \nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are working with right now?\nHuman Agent: The ID will be listed on a sticker on the camera, it will start with ZMD or GSG\nCustomer: Zmd16ae17200276\nCustomer: ZMD16AE1720276\nCustomer: That's the id\nHuman Agent: Is it a new camera? or has it been setup before?\nCustomer: It's been set up before \nHuman Agent: I got it, you were missing a zero - its ZMD16AEI7200276.  What color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: Right now it's solid green now it's blinking green \nHuman Agent: Zmodo QR code instructions:\n\nBlinking green means the camera is in setup mode.  After you setup the camera the indicator light will switch to solid blue.\n\n-First go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n-Make sure your phone is connected to 2.4GHz wifi.\n-The room you are doing setup in needs to be bright. Turn lights on, open blinds.  Your phone's display should also be bright, turn your display brightness level up.\n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nCustomer: I'm here\nHuman Agent: Did you go through setup?\nCustomer: I've done everything you've asked and it's still not working \nHuman Agent: You make sure location was enabled for the app along with precise location?\nCustomer: Yes \nHuman Agent: Camera plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors?\nCustomer: Yes\nHuman Agent: your phone is connected to 2.4GHz wifi?\nCustomer: Yes \nHuman Agent: When you are going through setup does the indicator light only blink green? or does it flash between green & blue?\nCustomer: Between green and blue \nHuman Agent: Sometimes when it flashes between green & blue either location needs to be enabled or the 2.4GHz wifi password you are entering is incorrect.\n\nCould you please go to your phone's wifi and forget the 2.4GHz wifi that you are connected to then reconnect to it? This will make you re-enter your password\nHuman Agent: Then go through setup again making sure to enter the 2.4GHz wifi password carefully, it is case sensitive.\nCustomer: I've done that and it's still not working \nHuman Agent: camera is plugged directly into a wall outlet with just the original adapter as close to the router as possible?\nCustomer: Yes\nHuman Agent: Please unplug your router for 3 minutes.  While the router is unplugged, unplug the camera.  After 3 minutes plug the router back in.  When the router is back online, plug the camera in.  When the indicator light on the camera is blinking, please try setup again.\n\nCustomer: I'm right next to it \nHuman Agent: Your background is white or black? Sometimes cameras can read the QR code easier with a white background\nCustomer: That's been done and the background is white for the qr\nHuman Agent: This camera could also use Zink setup so if you want to try Zink setup you can follow these steps.\n\nZmodo ZINK setup instructions:\n-First go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n-Then turn off mobile data for your phone.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup. Please remain within 5 feet of the camera for the entire process.\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have a tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.  Follow the in-app instructions to complete setup."]
["Customer: Troubleshooting\nCustomer: Hello my camera is now recording and its a purple hue… is that a setting i accidentally pressed\nCustomer: There is no color settings\nCustomer: Yes i explained already\nCustomer: A real person please \nCustomer: Hello my camera is now recording and its a purple hue… i looked for the setting in the live view but its not there \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Would you be able to take a screenshot of how the purple hue looks to send that for me to view?\nCustomer: D/static_file/1968b32918_1_20250117155651.png\nCustomer: D/static_file/456402e891_1_20250117155655.png\nHuman Agent: There are a few things that can cause a purple hue like this.  There's a few things I would like for you try try with the camera to see if it can go back to normal\nHuman Agent: First can you unplug the camera for 30 seconds, plug it back in then once its online again Cover the front of the camera to make the night vision lights come on then uncover it?\nHuman Agent: After you do that try checking in the app to see if its gone away, if not while your Infront of the camera I will have you try something else."]
["Customer: Set up\nCustomer: Lost internet and camera’s Only getting a red light on the camera when trying to restart.\n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Is this your Front Driveway camera? If so, is the red light flashing or solid?"]
["Human Agent: Agent \nHuman Agent: I have attempted to update my camera and it is consistently failing \nHuman Agent: Okay, when you look at the lights on the camera what color are they and are they solid or flashing?\nHuman Agent: Is there a work around?\nHuman Agent: Camera light is solid blue\nHuman Agent: If the camera is solid blue then that should mean it is connected, let me first make sure its showing online on my end, what did you name this camera on your account?\nHuman Agent: FAMILY ROOM\nHuman Agent: Okay, One moment\nHuman Agent: On my end that camera is showing that it is offline, This means it is connecting but it is not getting internet from where it is connecting which is why the update keeps failing. First are you able to try unplugging and plugging in the camera? once it comes back to a solid blue then I can check and see if it is still offline or not. \nHuman Agent: Now it is solid green\nHuman Agent: Now solid blue\nHuman Agent: Okay, let me check again\nHuman Agent: It is now telling me it is online again, you can now try to do the update, let me know if it gives you trouble at all. Make sure not to unplug the camera until it shows it has finished trying to update though. \nHuman Agent: Ok thanks\nHuman Agent: No problem, if you have trouble at all just let me know or contact us again should the chat time out and close."]
["Customer: Troubleshooting\nCustomer: Camera doesn’t work since January 4, 2025\nHuman Agent: Hello, my name is Grant. The camera on your account is offline, and there are several potential reasons that it could be offline. Are you with the camera to troubleshoot the device?"]
["Customer: Why are my cameras going blank when I zoom in  and buffering so much lately?\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I'm unsure what you mean when you say they go blank when zooming in. Could you elaborate or send a screenshot of what you're referring to? Regarding buffering, is this on all 4 of your online cameras or just specific ones?"]
["Customer: Troubleshooting\nCustomer: Agent \nCustomer: Agent \nCustomer: Agent \nHuman Agent: How can I assist you?\nCustomer: I have 3 cameras and one camera I have to constantly set up over and over again \nCustomer: I have already set this camera up 3 times today and I have had it in the same spot for years \nCustomer: It will work fine for a few hours and then start blinking green for me to set it up again \nCustomer: It is annoying \nHuman Agent: Alright, if you have one camera going offline frequently, then it is likely a network connection issue. The most common causes are signal strength and upload bandwidth. Are you there with the camera to troubleshoot it?\nCustomer: Yes but this is the camera closest to the router which makes no sense \nHuman Agent: Distance is not the only thing that matters for signal strength.\nHuman Agent: To test signal strength, you can download an app on your phone. If you are using Android, then you will want to download an app called Wifi Analyzer. If you are using iOS, then you can download an app called Airport Utility. You can use these apps to test the signal strength from your Wi-Fi near the cameras.\nHuman Agent: Is the antenna screwed in securely to the camera?\nCustomer: Yes \nHuman Agent: You can also test the upload speed of the Wi-Fi network that the cameras are connected to. Make sure that your phone is connected to the same 2.4 GHz network that the cameras are connected to. You can use this Website https://fiber.google.com/speedtest/ to test the speed of your network. It will test a download and then an upload speed.\nCustomer: I tested  speed on my WiFi app and I’m getting over 100 percent \nHuman Agent: 100% is not an upload speed. And you would want to test not from your router app as it may be testing directly from the router. Did you test the signal strength?\nCustomer: D/static_file/fe19a03a6f_1_20241010162144.png\nCustomer: Now the camera shows no light \nHuman Agent: Okay, that is not a speed. You will want to test the signal strength and the upload bandwidth that the camera is getting.\nHuman Agent: To test signal strength, you can download an app on your phone. If you are using Android, then you will want to download an app called Wifi Analyzer. If you are using iOS, then you can download an app called Airport Utility. You can use these apps to test the signal strength from your Wi-Fi near the cameras.\nHuman Agent: You can also test the upload speed of the Wi-Fi network that the cameras are connected to. Make sure that your phone is connected to the same 2.4 GHz network that the cameras are connected to. You can use this Website https://fiber.google.com/speedtest/ to test the speed of your network. It will test a download and then an upload speed.\nCustomer: D/static_file/833b52e2ca_1_20241010162419.png\nHuman Agent: Okay, and what about the signal strength?\nCustomer: Where do I see that ?\nHuman Agent: I will send the message again with the instructions.\nHuman Agent: To test signal strength, you can download an app on your phone. If you are using Android, then you will want to download an app called Wifi Analyzer. If you are using iOS, then you can download an app called Airport Utility. You can use these apps to test the signal strength from your Wi-Fi near the cameras.\nCustomer: Is it free ?\nHuman Agent: Yes.\nCustomer: Checking \nCustomer: D/static_file/4595b68559_1_20241010163420.png\nHuman Agent: Okay, you need to turn on the Wi-Fi scanner in your phone settings. Open Settings and scroll down to the apps on your phone. Tap on AirPort Utility and then turn on the Wi-Fi Scanner. Then you can go back to the AirPort Utility app and tap on Wi-Fi Scan in the top right corner. Then make sure you put the phone right next to the camera and tap on Scan in the top right corner.\nCustomer: Still days that \nCustomer: Any other suggestions?\nHuman Agent: Does it say Wi-Fi Scan at the top right corner?\nCustomer: No I open it and it goes straight to what I sent you \nHuman Agent: Okay, I will send you the steps to turn it on in your phone settings again.\nHuman Agent: Okay, you need to turn on the Wi-Fi scanner in your phone settings. Open Settings and scroll down to the apps on your phone. Tap on AirPort Utility and then turn on the Wi-Fi Scanner. Then you can go back to the AirPort Utility app and tap on Wi-Fi Scan in the top right corner. Then make sure you put the phone right next to the camera and tap on Scan in the top right corner.\nCustomer: D/static_file/ba78e9b2ea_1_20241010164137.png\nHuman Agent: Alright, and that was with your phone as close to the camera as possible? If the camera is outside, then you will want to be sure to be outside with the camera.\nHuman Agent: Which camera is it that you are having trouble with? I see one online camera and two offline cameras.\nHuman Agent: One of the offline cameras looks like it has been offline for the last 7 days. The other offline camera and the online camera both look like they go online and offline frequently.\nCustomer: D/static_file/2217431f36_1_20241010164447.png\nCustomer: It’s the one labeled as porch \nCustomer: My camera is in my window and that’s where I am \nHuman Agent: Okay, so the camera is inside of the window with you?\nCustomer: D/static_file/f5e44fb512_1_20241010164730.jpeg\nCustomer: I’m here \nHuman Agent: Okay, you can try moving the camera locations, but it looks like both cameras go online and offline frequently. So you may want to try restarting your router.\nCustomer: I just restarted my router today and also the other day \nCustomer: These cameras have been in same location for years \nCustomer: I don’t understand why just recently o have to keep reprogramming the living room camera \nCustomer: I don’t do the bedroom camera because my ac is in the window so if it does go out, it comes back on its own \nCustomer: The camera I check mostly is this one because it watches my porch for packages \nHuman Agent: It looks like the \"Porch\" camera also goes online and offline frequently on its own, as well. You can try moving the camera location or changing where the antenna is.\nCustomer: Ugh \nCustomer: Thanks \nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: I lost the quick Guide and I cannot set up my camera. Can someone call me or can I call someone to help me\nCustomer: QR code is what I need \nCustomer: I don’t have the quick Guide. I turned off the camera. There’s no lights on the camera. It’s not plugged in, but when I scanned the QR code, it says QR code invalid. Please try again\nCustomer: I have did all of the above, and it says QR code in invalid. Please try again.\nHuman Agent: Hi my name is Wendy\nHuman Agent: What is the device ID on the camera you are wnating to setup?\nHuman Agent: The device ID will be listed on a sticker on the camera, it will start with ZMD or GSG\nCustomer: OK, I have now plugged in the camera once again, and the only light that is on his red and it’s solid, and it says the QR code is invalid\nCustomer: GSG56JGC0024280\nCustomer: D/static_file/d889b2e605_1_20250226131346.jpg\nCustomer: Red light flashing, and when I scan that are QR code. It says invalid. Try again. Same thing when I enter it manually.\nCustomer: I just scanned the Camera QR code again, and it says invalid code scan. Please try again.\nCustomer: Is there a phone number I can call?\nHuman Agent: I jsut sent you a callback invite to schedule a callback\nCustomer: Hello, is anyone there?\nHuman Agent: GSG56JGC0024280 is a Goaofoeoi  camera.  Unfortunately we cannot help with setup.  You will want to contact Goaofoeoi by email:  Andrew@szqunanjie.com \n\nHuman Agent: Goaofoeoi  handles the support for their cameras. \nCustomer: But my app was meShare when I installed the camera. Now you’re saying it’s not your Camera.\nHuman Agent: meShare app is the app you will want to use with your Goaofoeoi camera but you would want to contact Goaofoeoi  for help getting the camera setup again\nHuman Agent: They handle the support for their cameras."]
["Customer: My cameras are not off line and one still  not working\nCustomer: My back camera say off line my wifi is strong this camera has not worked in a month\nCustomer: I did all that that's not the problem \nCustomer: Why I'm I paying yall if yall can't fix a problem  explain that fir me\nCustomer: You better fix this problem  can u understand  that \nCustomer: Good\nCustomer: Get me support  help please u are no good at your job\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: One moment please\nHuman Agent: Thank you \nCustomer: The camera I d  number is zmd18ADIH522293\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: It's not blinking at all\nHuman Agent: If you don't see a light on the camera it could indicate a power issue, to test if the camera has power can you cover the front of the camera to trigger the red night vision lights. Let me know if those come on. \n\n\nCustomer: Nothing  came on\nHuman Agent: Is this device connected directly to the wall outlet with the provided power cable? \n\nCustomer: Yes\nCustomer: I rebooted I plug in a different power outlet keep saying off line but the other 2 working fine\nCustomer: Yes\nCustomer: I'm still here\nHuman Agent: Do you still see no lights?"]
["Customer: Agent \nHuman Agent: How can I assist you?\nCustomer: My camera isn’t working again \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd19h318d36893\nCustomer: I just went through this on Friday and it still isn’t working \nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Green \nHuman Agent: Is the light solid green or flashing green?\nCustomer: Solid \nHuman Agent: If the light stays solid green and does not change after a minute, then that means that there is a power issue. Is the camera plugged in to an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: Wall outlet \nHuman Agent: You can try plugging it in to a different outlet. If that still does not work, then you can try using another power adapter.\nHuman Agent: Using the power adapter and cable from one of your working cameras would be ideal since we know that that power adapter will power the cameras.\nCustomer: Why would I take it from another camera and have that camera not work because of the power adapter from this camera \nHuman Agent: That would be to troubleshoot the camera to see why it is not powering on. It would not necessarily be permanent. Power issues are really caused by three things: the outlet the camera is plugged in to, the power adapter, or the camera.\nHuman Agent: So testing a power adapter that we know is working will help to determine if the issue is with the power adapter or the camera.\nCustomer: Ok so I switched the power adapter. Now the cameras light is a solid blue\nCustomer: Ok so the problem is with the power adapter from? Can a new one be sent to me?\nHuman Agent: Okay, that is good, that means the camera is still working. You can try plugging it back in to the original power adapter and just make sure it was not a loose connection. If it still stays solid green, then that means that the power adapter is not working. \nHuman Agent: If the camera was purchased new from us, then the camera would have a 1 year warranty. If the camera is under warranty, then you can fill out the warranty form here https://www.zmodo.com/rma/"]
["Customer: Troubleshooting\nCustomer: Can not connect 2 cameras, keep going out\nCustomer: I've tried all of this\nCustomer: Set up\nCustomer: Who can I call\nCustomer: Agent\nCustomer: Agent\nCustomer: Ok\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode\nCustomer: Ok here is13e4da000797 that is 1 of them I have 2\nCustomer: 13ed4da001537\nHuman Agent: Thank you. Which camera are you starting with?\nCustomer: 797\nHuman Agent: Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: No light \nHuman Agent: There will be a green or blue light in the camera when it is powered on. You will need to look in the camera lens and it may be hard to see depending on how you have it mounted and if it is outside and bright.\nHuman Agent: Can you try covering the camera lens to block any light getting to the camera and see if the infrared lights for night vision turn on?"]
["Customer: Troubleshooting\nCustomer: My camera wasn't getting wifi for a while I got wifi again and camera wouldn't go online again \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd16j917503961\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Green\nHuman Agent: Is the light solid green or flashing green?\nCustomer: Solid\nHuman Agent: If the light is still solid green more than a minute after you plugged it in, then that means there is a power issue. Is the camera plugged in to an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: Solid green\nHuman Agent: If the light is still solid green more than a minute after you plugged it in, then that means there is a power issue. Is the camera plugged in to an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: Hello?\nHuman Agent: Are you receiving my messages?\nCustomer: The last one asked if light was solid or blinking. It is solid\nHuman Agent: Okay, I replied to you saying it was solid green. I will send those messages again.\nHuman Agent: If the light is still solid green more than a minute after you plugged it in, then that means there is a power issue. Is the camera plugged in to an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: Directly into a wall outlet. Still solid green\nHuman Agent: Alright, then you will want to try using another power adapter. The camera uses a 5V1A power adapter. If you can use a power adapter and cable from a working camera, that would be ideal since we know that adapter and cable work to power the cameras.\nCustomer: Ok did that started blinking, went solid, stopped, now blinking\nCustomer: Now green light disappeared \nHuman Agent: Is it blinking green right now? It looks like the camera is online.\nCustomer: No. The green light is solid, just started blinking, disappeared, now solid, just started blinking blue then green. \nCustomer: Now blue solid\nHuman Agent: Yes, so a solid blue light means the camera is online.\nCustomer: Ok.\nHuman Agent: That means the camera is connected. All of your cameras are online now. So are you using the same power adapter?\nHuman Agent: Or did you swap to a different power adapter?\nCustomer: No new one\nHuman Agent: Then the power adapter was the issue.\nCustomer: Ok thank you \nHuman Agent:  You're welcome."]
["Customer: Troubleshooting\nCustomer: My camera says poor connection when I have a good internet . Nothing is working to activate the cameras. What do I do?\nCustomer: Phone number for contact support \nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\nCustomer: I would like to speak with a rep please \nCustomer: My 2 cameras have not been working for a long time. We pay $10 a month, our issue is that our cameras says offline but our internet is working. We’ve tried many methods to fix the issue but none has worked \nCustomer: How do I connect a camera to my internet ?\nHuman Agent: I sent the calls ceduler for you now let me know if you have any trouble submitting it."]
["Customer: I need support i am trying to update my camera and its states fail after 15 times\nCustomer: there is no issue with wifi would it be possible to update through you end\nCustomer: update on your side\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: give me just a sec\nCustomer: can i look elsewhere since it is installed where i can not reach each\nHuman Agent: It would be in the app. What is the email address or phone number for your account?\nCustomer: betosauceda@gmail.com\nCustomer: 2106839503\nCustomer: It the camera marked Outside tire rack\nHuman Agent: That camera is offline. The camera would need to be online to update it. Can you unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: okay let me do that\nCustomer: i unplugged camera\nCustomer: it won't let me see due to please update firmwate\nCustomer: firmware\nHuman Agent: Did you plug the camera back in? What light do you see on the camera when you plug it in?"]
["Customer: I'm trying to unsubscribe\nCustomer: I'm trying to cancel my cloud service\nCustomer: Agent\nCustomer: I'm trying to cancel my cloud service\nCustomer: Agent\nCustomer: Customer care agent\nCustomer: I've been chating a while\nHuman Agent: Let me take a look at your account.\nCustomer: Thanks I don't want to cancle but the feed is incorrect \nCustomer: Can't get help\nCustomer: 7 cams but even with pictures correct they all go to patio\nCustomer: Alerts that is\nCustomer: Its been happening on phones since the app update\nHuman Agent: Alright, I can cancel the subscriptions on your account. I can also try to sync and restart the cameras to see if that may help resolve the issue with the events.\nCustomer: I appreciate it i spent time rebooting and chking here\nHuman Agent: There are two subscriptions on your account. One is a Monthly Premium Plan for four devices. It looks like you may have already canceled the subscriptions on that device. The second is a Monthly Premium Plan for three devices. I can cancel that subscription so that it does not renew.\nCustomer: Ok like I said I don't really want to cancle either but without them working whats the point\nCustomer: I used to be able to call for help\nHuman Agent: Okay, so what do you want to do then at this point? Do you want me to cancel the subscription? Or do you want to try troubleshooting the devices?\nHuman Agent: You can tap on Schedule Call if you would like to make a callback appointment.\nCustomer: Fix the issue and cancle the cancle, I'd be real happy \nHuman Agent: I cannot cancel the cancellation of a subscription. If you want to troubleshoot the cameras, then we can do that and I can not cancel any further subscriptions.\nHuman Agent: Is that what you want to do at this time?\nCustomer:  Yep if you can\nHuman Agent: Are you there with the cameras at this time?\nCustomer: I would be grateful and yes\nHuman Agent: Which camera is going to be easiest for you to get to and move in front of to try to create a motion event?\nCustomer: Inside\nCustomer: I just moved\nHuman Agent: Alright, I will sync and restart the camera. Give it a couple of minutes to reboot and reconnect. Then you can try to move in front of the camera to create a new motion event from the camera.\nCustomer: Thats not subscribed sorry lets try front portch\nCustomer: It did reset though\nHuman Agent: There is not a camera on your account named \"front portch\".\nCustomer: Front\nHuman Agent: There are multiple cameras on your account with \"front\" in the name.\nCustomer: Sorry I'm goofy lets do patio\nHuman Agent: I thought you said that they would all redirect to \"patio\"? So it may not tell us anything if we do it with that camera.\nCustomer: That gave an alert\nCustomer: Indeed ok standby\nCustomer: East gate\nCustomer: Ok alerted \nHuman Agent: I have not synced and restarted that camera yet, but what happens when you tap on the new event?\nCustomer: It went to patio\nHuman Agent: Okay, let me sync and restart the camera then.\nCustomer: Plays that timeline\nHuman Agent: Alright, I synced and restarted the camera. Can you try setting off a new motion alert?\nCustomer: Yes stand by please\nCustomer: Done\nHuman Agent: Okay, do you have a new event? I cannot see the footage or events from the camera.\nCustomer: Still went to patio, so here's the strange part both my phone and my wife's are having trouble since the app update we can still watch alerts by individual camera, but on our tablet using the fungus software it works perfect\nCustomer: Don't cancle anything I like you guys to much, it's gota be an app glitch\nCustomer: Funlux\nCustomer: Funlux software \nCustomer: Boy I'm having a monday\nHuman Agent: Can you send a screenshot of the Events tab that you see and what events are listed there?\nCustomer: Any ideas and thanks for your time\nCustomer: I will try\nCustomer: D/static_file/613ca562d0_1_20250310163756.jpg\nCustomer: Did it work\nCustomer: I was not aware the galaxy tablet was functioning normal with the app until a bit ago\nHuman Agent: Yes, and do you have any newer events? Since those are from before we synced and restarted any of the cameras.\nCustomer: Must be our phones\nCustomer: Stand by\nHuman Agent: Yes, and do have any events from after what it shows in the screenshot you sent? Since the \"e gate\" camera is from before we synced and restarted the camera.\nCustomer: D/static_file/f5ea3815eb_1_20250310164152.jpg\nHuman Agent: Okay, so there are not any new events from after we synced and restarted that camera. Can you try again and move in front of the \"e gate\" camera?\nCustomer: Yes\nCustomer: On it\nCustomer: East gate did not pick me up after 2 times\nCustomer: Cameras working no motion \nHuman Agent: Okay, let me sync and restart the camera again. You can also refresh the Events tab or restart the app.\nCustomer: All new events are still going to patio timeline\nCustomer: Time line end at 430\nHuman Agent: I only just synced and restarted the cameras. It takes a minute for them to reboot and reconnect. And this is not going to do anything for events that have already been made.\nCustomer: D/static_file/de871a9205_1_20250310165339.jpg\nCustomer: Still took me to patio\nHuman Agent: Can you send a screenshot of what you see when you tap on one of the events?\nCustomer: Works perfect on tablet\nCustomer: Galaxy s8 with funlux\nCustomer: Yes\nCustomer: D/static_file/80e275dc8a_1_20250310165600.jpg\nCustomer: Every event that is our feed\nCustomer: We can go to individual cameras hit the event and it works fine\nCustomer: Got to be the app on phones, it was updated Feb 25 2025 I believe\nCustomer: I looked today at the play store\nHuman Agent: So, it is an issue with the app that our developers are working on. I checked with my supervisor who got back to me about that. It is an bug because of the NVR and the cameras. You can still switch cameras and select a different camera and view the events from there. Our developers are working on it but I do not have any more information or a timeline on it.\nCustomer: Did you fix my subscription just leave the going\nCustomer: I have seven cameras that were subscribed\nCustomer: I will just stay put\nHuman Agent: I did not do anything to your subscription.\nCustomer: Can you re instate the four that ee cancled\nCustomer: The deal is fix those or cancle the other three and we will re subscribe later\nHuman Agent: No, I cannot. You can resubscribe the cameras when the subscription expires if you want to continue the subscription.\nCustomer: Ok hey thanks for your time...grateful\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Live support \nCustomer: 1\nCustomer: My camera randomly disconnect from my WiFi and now I’m having trouble reconnected it \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD3316E3228133 \nHuman Agent: Thank you. Can you please unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: Ok give me one sec. Thank you Grant\nCustomer: Is green \nHuman Agent: Is it solid green or flashing green?\nCustomer: Blink green for like 10 sec. And solid for other 10 right now just stared blinking \nHuman Agent: Does it change back to a solid green after it is flashing green? Or is the light only solid green right after you plug in the camera?\nCustomer: Yes it does go back to solid \nHuman Agent: Okay, it should not be changing back to a solid green after it starts flashing green. That indicates a power issue. Is the camera plugged in with an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: Is directly on the wall\nHuman Agent: So the camera is plugged in directly to a wall outlet?  It is not using an extension cord or power strip?\nCustomer: Is not using one \nHuman Agent: Okay, then you will want to test a different power adapter. If possible, it would be best to use the power adapter from a working camera, since we know that power adapter and cable will power the cameras.\nCustomer: This is our outdoor camera. We also have an indoor one, the indoor one is great. I disconnected the indoor one to plug in the other one till I fix it so it shouldn’t be a problem with the adapter\nCustomer: I’ve try all the cameras we have to this adapter and as it right now this one is the one that keeps doing that  \nHuman Agent: Okay, well I would recommend trying another power adapter and cable for this camera. Otherwise it is an issue with the camera, and there is not anything that can be done to fix it if it is the camera that is the issue.\nCustomer: Ok hopefully is not the cam. But everything is pointing that it is.  \nThank you Garnt for your help\nHuman Agent: You're welcome."]
["Customer: I'm wanting to keep my subscription but there's not an option \nCustomer: It's saying it's expired\nCustomer: I'm not seeing that\nHuman Agent: Hi my name is Wendy.  \nCustomer: I'm wanting to be able to use my cameras\n\nHuman Agent: Your 4 cameras Phillip, camera 1, smart device, and shop camera show offline.  Are you needing help getting them setup again?\nCustomer: They were working\nCustomer: Are you still there \nHuman Agent: Yes I am here.  All 4 show offline.  What color are the indicator lights on the cameras? and are the lights blinking or solid?"]
["Customer: Troubleshooting\nCustomer: I am unable to get my cameras to show anything. I have 7 cameras and cannot get a picture from any of them.  I have shut them down and restarted a dozen times. \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. The cameras on your account are currently offline. Did you get a new router or change your wifi information? Are the cameras currently flashing green?"]
["Customer: Agent\n\nCustomer: New case \nCustomer: D/static_file/dbaac41b62_1_20250306132657.jpeg\nCustomer: Suddenly will not turn anymore \nCustomer: Agent\nCustomer: Are you there? \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Whenever you plug in the camera, do you see any lights come on or hear any clicking?\nCustomer: Light on\nCustomer: No clicking \nHuman Agent: What color is the light and is it solid or flashing?\nCustomer: I drain the battery overnight and then plug it back into the charger and still not working\nHuman Agent: I looked up that device and on the account the device is named Ruang Tengah and it telling me its online and connecting to the itnernet. Can you try closing and reopening the app then click live on the camera and let me know what you see?\nCustomer: D/static_file/4bf1c8c07b_1_20250306134026.png\nCustomer: Flickering \nHuman Agent: Okay, have you tried swapping the cord from this camera with one of the other cameras to see how it reacts to that and how the live video looks once its back online?\nCustomer: Same results \nCustomer: I even let the battery down till die. \nHuman Agent: The camera does not have a battery inside of it. \nHuman Agent: There is something called night vision cycling I am going to have you try and do for this camera, as sometimes this is caused by the night vision film getting stuck in place. One moment while I type out the steps for you to follow\nCustomer: I thought it does. How can I move it room to room without being charged or connected to the charger and is working for about 2 hours or so\nCustomer: I know how to do it\nCustomer: Yes I did that \nCustomer: Still flickering with night vision off\nCustomer: With the exception, no pink color\nHuman Agent: You would switch the night vision settings for the camera to always on, save it, back up to make sure its in black and white then unplug and plug in the camera, wait for it to come back online then again go into the night vision settings, switch it to always off, back up and see if its in color, then one more time go into the night vision settings and switch it to auto normal. then reboot the camera again then check if the issue is gone,  Is that what you did?\nCustomer: What should I do next\nHuman Agent: I asked a question above reguarding the night vision cycling steps you did. I will resend my message incase it did not arrive on your end.\nHuman Agent: \"You would switch the night vision settings for the camera to always on, save it, back up to make sure its in black and white then unplug and plug in the camera, wait for it to come back online then again go into the night vision settings, switch it to always off, back up and see if its in color, then one more time go into the night vision settings and switch it to auto normal. then reboot the camera again then check if the issue is gone,  Is that what you did?\"\nCustomer: D/static_file/fb0c63cba8_1_20250306135128.jpeg\nCustomer: As I mentioned on my message, there is a battery on this camera you can see on the top of my last image. There is a battery indicator so by unblocking and plugging will not reset the camera because the battery is still there the only way to do it if I unblock it and wait overnight until completely die Then I can recharge it again\nCustomer: I sent you the model or the serial number of this camera. Did you get that?\nCustomer: D/static_file/0739ee7433_1_20250306135310.jpeg\nCustomer: The image that you see is actually an old image that’s stuck in there so it’s not the new image so I wasn’t standing anymore in front of the camera so pretty much this camera like stuck\nCustomer: Would it be possible to get a replacement? Like last time? \nHuman Agent: Yes, I did. If you have done all of the steps for the night vision cycling, and also changed the cord and the issue is still persisting with the pink hue then unfortunately that is an indication that the camera is degrading and is not functioning as it should. In cases like these there is one thing you can try to do which is a total reset, but there is a chance that after the reset you would not be able to get the camera back online again. If your willing to take that risk you would push and hold down the top of the pivot until it reacts, then go through the setup again, ocne that is completed you would check the live video and see if its still effected, if it is then the issue cant be resolved. \nHuman Agent: No, the camera is outside of the warranty period so it would not qualify for a replacement. \nCustomer: That’s a bummer because it has windows and doors censored \nHuman Agent: Are there any toehr questions I can assist youw ith today before we go?\nCustomer: Yea\nCustomer: Do you have any program for a trade-in that is nonworking maybe a discount or something over to the new one"]
["Customer: Troubleshooting\nCustomer: Hi Mira\nCustomer: I have a Zmodo Greet Universal\nCustomer: The solid green light doesn’t go away\nCustomer: i have checked the first point and that is fine\nCustomer: i have reset the camea\nCustomer: rest the camera\nCustomer:  I have already reset camera but it still doesn’t work\nCustomer: I need further assistance\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If the caemras light is styaing a solid green that may indicate an issue with the cord, outlet, or within the camera itself, have you tried to plug the camera into a different outlet or swapped the cord with a different one to see if it changes how it reacts? it should only go to a solid green when its booting up then flash green. \nCustomer: i have checked in a different outlet the result is the same\nCustomer: hello\nHuman Agent: Okay, only other thing you can do is try to swap the cord with another one. It uses a Micro USB cord.\nCustomer: there is no micro usb port on this model\nHuman Agent: Oh deer, with this model it wired directly in, there is no way to change out the connectors for the power for this style. Unfortunately the camera is not functional, you will have to replace it. \nCustomer: okay, thanks. \nHuman Agent: No problem, Have a great day"]
["Customer: is an agent back ?\nCustomer: need an agent\nCustomer: Troubleshooting\nCustomer: both\nCustomer: need an agent\nCustomer: 1\nCustomer: Troubleshooting\nCustomer: need an agent\nHuman Agent: How can I assist you?\nCustomer: ok\nCustomer: I have this mini cam ZMD18FLIG52054...  facing some issues... when I setup this cam... everything is fine.. when for some reasons I unplug it, it is not back on line automatically... I need to set it up again... the second issue is that it is not updated... so when I try to update it, it displays the \"kind of purple led\" and then it goes to solid green, then blinking green.. and app display update error\nHuman Agent: Can you send the Device ID again? It looks like there is a number missing from the ID that you sent.\nCustomer: did you read the message ?\nCustomer: id is in the message\nCustomer: ZMD18FLIG52054\nHuman Agent: Yes, and as I said in my message, the Device ID you are sending is missing a letter or a number. Device IDs are 15 characters long and what you are sending has 14 characters.\nHuman Agent: Can you double check the ID or send a picture of it?\nCustomer: ZMD18FLIG512054\nCustomer: basically I cannot update it\nCustomer: and second if unpluged it does not reconnect automatically\nHuman Agent: Thank you. Can you connect the camera so that it is online? Then I can try to push the update from our system here.\nCustomer: it is online\nCustomer: do you see it on line\nCustomer: ?\nHuman Agent: It is online now. It was not online initially.\nCustomer: ok... let me know what should I do next\nHuman Agent: Just watch the camera. I pushed an update through our system and it may take a few minutes to update.\nCustomer: should the led change color ?\nHuman Agent: Yes, it should reboot when it installs the update."]
["Customer: I'm unable to link my cameras using link option.  Got new wifi and 2 of my 3 cameras would not connect.  I deleted the 2 to see if I can reconnect but no luck. \nCustomer: Still having issues.\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The camera you are trying to get online what color are the lights and are they solid or flashing?\nCustomer: I am unable to see since they are connected outside \nHuman Agent: Okay, the lights can tell us allot of info, if its flashing green or blue that means its only offline, but if the lists are a solid green that means there is either a power issue (cord or outlet) or a camera issue. If its solid blue then it is connecting to a network.\nHuman Agent: Is there any way for you to take the camera down and bring it closer to the router or possibly get close to look in the front of it to see if there's any lights?\nCustomer: I unplugged one where I can reach through my window and it only flash green once and I don't see no lights\nCustomer: Flashing green now\nHuman Agent: Okay that means it is ready for setup. Is this camera very far from the rotuer? perhaps it is just a little bit too far or has a weaker signal to where it needs to be closer for the setup. \nCustomer: Ok let me bring router closer\nHuman Agent: Okay, once its closer try the setup, while you do the setup though watch the lights to see how they react and let me know what they do if it fails how the lights react.\nCustomer: Ok\nHuman Agent: Okay\nCustomer: Still nothing and flashing green\nHuman Agent: Okay, can you send me this cameras ID number? it will be on the cameras sticker and start with ZMD, I will check and see if perhaps it uses another setup. \nCustomer: D/static_file/32aaf1efd3_1_20241211155328.jpg\nHuman Agent: This camera when I looked up its ID number appears to be online! it looks like you did it it just did not add to the account. I can add it for you I just have to give the device a Name, what would you like for me to name it for you?\nCustomer: Front\nHuman Agent: Okay, One moment while I add this one for you. It also looks like another camera may also be online that used to be on this account, im unsure what the camera was named before but I can add that one as well, is it okay for me to name it Cam 1 then you can change the name afterwards?\nCustomer: Yes\nCustomer: Thank you. \nHuman Agent: Okay, I added both of those now. Let me know if you can see them both live or not.\nCustomer: They show up on the account but when I select live it states establishing connection and timed out\nCustomer: I tried 3 x with same message \nHuman Agent: Hmm, seems the cameras dropped offline when you clicked on them live. Normally when I have seen this occur its because there is not enough upload speed or there is an issue with the rothers signal strength or the router's firewall is blocking the cameras. Would it be possible for you to unplug the router for a minute then plug it back in again??\nCustomer: Ok. Seems weird that my garage camera still works. But let me unplug for a min.\nHuman Agent: These cameras are different models form the Garage one sop that can matter for routers, also the order they are set up in can also have impact when it comes to upload speed its based on number of devices and it gives priority depending on when they were setup on the routers sometimes. \nCustomer: Ok router back up and still no live view\nHuman Agent: Okay, when you look at the lights on the camera right now are they flashing or solid?\nCustomer: Flashing \nHuman Agent: How Far is the camera from the router? and what is the walls made up of? (Brick, stone, stucko, ect) \nCustomer: 4 feet from router and brick\nHuman Agent: Okay, its possible that could matter, there is a way for us to try testing the speed of the network at the cameras location, I would like to have you schedule a call so we can walk you through that process and troubleshoot with the camera in real time, For the call I will send you a scheduler so you can schedule for an open time slot and spot that is best for you for the call.  All the times are for central time just so you are aware incase you are on a different time zone. \nHuman Agent: When submitting it make sure there are no dashes or spaces in the phone number as it wont let you submit with those. \nCustomer: Done. Thank you. \nHuman Agent: No problem, thank you as well, have a great night."]
["Customer: Why won't any of my motion events load??\nCustomer: -1\nCustomer: It won't load anything after 7 am\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Help me jesus\nCustomer: -1\nCustomer: Set up\nCustomer: Set up\nCustomer: Get me a person\nCustomer: None of my events after 7 are loading if I click on them it just takes me back to like 7 something am\nHuman Agent: Which camera are the events from that are not working properly?\nCustomer: Front porch\nCustomer: I tried saving them to phone and it just saves a 3 second clip from 9:11 am\nCustomer: Same if I click on an event it takes it back to 9:11 am\nHuman Agent: Okay, I can sync and restart the camera and that may assist with the camera as it may have gotten desynced. Are you there with the camera at this time?\nCustomer: Trying to check events around 2:30\nCustomer: No I'm at work and the live feed works just can't see my events and I need to see that time frame\nHuman Agent: Unfortunately, if those events are not loading properly now, they were likely not saved properly and may not be able to be viewed even after a sync and restart."]
["Customer: Hello I need help factory resetting my cameras\nCustomer: Scanning the qr code there is no lights flashing \nCustomer: There is no light on my camera when it asked to scan the qr code on my phone \nCustomer: Can I get a number for customer support\nCustomer: CUSTOMER CARE AGENT\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD16L3I7205770\nHuman Agent: The light will be inside of the camera, so you will want to look in the front of the camera for a green or blue light. It can be hard to see the light, especially if you have it mounted and outside or somewhere bright. You may want to try covering the camera lens to better see the light inside of the camera.\nCustomer: The light comes on when we plug it in. Although the light is not on when we try to scan the qr code to connect to out internet \nHuman Agent: Okay, so lets pause here and not worry about the QR Code yet. Can you look in the camera and tell me what light you see? It may be changing, so watch it for a minute or two and let me know if you see any light.\nCustomer: There is now a green light showing \nHuman Agent: Also, cover the camera lens some as that may make it easier to see the light in the camera.\nHuman Agent: Is it flashing or solid?\nCustomer: Green light is showing around the lenses and it is solid\nHuman Agent: Does it change from the solid green light at any point? Or does it just stay solid?\nCustomer: Just solid\nHuman Agent: That indicates a power issue as the light should change from the solid green. Is the camera plugged in with an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: Plugged in directly to the wall outlet\nHuman Agent: Then you will want to try a different outlet. If that does not work, then you will want to try using a different power adapter and cable. The camera uses a 5V1A power adapter with a micro-USB connector.\nCustomer: Tried a different outlet same output\nCustomer: Same as before \nCustomer: Use of different cables didn't work either\nCustomer: Is there anyway to factory reset the camera\nHuman Agent: Did you use just a different cable? Or did you replace the adapter that plugs in to the wall, as well? And did you make sure that it is 5V1A adapter?\nHuman Agent: No, there is not a way to reset it, because it is not powering on.\nCustomer: Yes I did that \nCustomer: It's blinking now \nCustomer: I was able to get it connected thanks for the help of figuring it out \nHuman Agent: You're welcome. I am glad that it was able to power on properly and connect."]
["Customer: Troubleshooting\nCustomer: Agent\nCustomer: Hey Grant\n \nI was with a rep yesterday. Are you able to pull up those notes? \nHuman Agent: Yes, it looks like you were troubleshooting offline cameras.\nCustomer: Oh okay\nCustomer: They did get to finish doing that?\nCustomer: The troubleshooting? Because everything appears to be the same \nHuman Agent: No, you would do the troubleshooting. We can help walk you through it, but we cannot troubleshoot cameras that are offline.\nCustomer: Oh\nCustomer: Can you provide me with the intructions to do so? \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I thought you were troubleshooting on your end which is what I was waiting \nCustomer: I am not there right now. Is there anyway you can provide me with the intructions and steps ?\nHuman Agent: It would depend on why the cameras are offline. You can start by unplugging the camera and plugging it back in. Then you would look at the light in the camera and potentially reconnect with the QR Code setup. Or if it is a power issue, then you can try plugging it in to a different outlet or a different power adapter."]
["Customer: How to replace battery in ZH-IXA2F-W\nCustomer: AGENT\nHuman Agent: Hello, you've reached customer care, my name is Kylie. It is not possible tor place any of the battery's on our cameras/ systems so unfortunately.\nCustomer: Agent\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: zmd19h8ik500415\nCustomer: 19H8IK500415\nHuman Agent: The battery cannot be replaced in that camera.\nCustomer: oK,  so i just plug it in with usb cable to charge it?\nCustomer: I plugged it in and got a red light\nCustomer: how do i know it's working?\nHuman Agent: Yes, you would charge the battery when the battery is low.\nCustomer: will light change to green when fully charged?\nHuman Agent: The light on the camera will be green when it is ready for setup. I would recommend letting it charge and then trying to set it up.\nCustomer: how often will i need to charge battery\nHuman Agent: That would depend on how often it detects motion and records video. Unfortunately, I cannot provide specific information about how long it will last.\nCustomer: ok,  how long should it take to fully charge the first time\nHuman Agent: I do not know precisely. You can keep an eye on it. You can also turn it on and set it up before it is fully charged. It will notify you in the app when the battery is running low.\nCustomer: ok  thanks\nHuman Agent: You're welcome."]
["Customer: One of my cameras is offline and I don’t know how to fix it\nCustomer: One of my cameras is offline and I don’t know how to fix it\nCustomer: There is no indicator light\nCustomer: There is no indicator light\nCustomer: No lights are showing. I’ve tried different outlets and nothing\nCustomer: No lights are showing. I’ve tried different outlets and nothing\nCustomer: I already tried\nCustomer: I already tried\nCustomer: What should I try now\nCustomer: What should I try now\nCustomer: Why is my camera offline? I have 2 and only one is working \nCustomer: Why is my camera offline? I have 2 and only one is working \nHuman Agent: Hi my name is Wendy\nHuman Agent: Hi my name is Wendy\nHuman Agent: ZMD14D9F8001467 camp cam shows offline.  Is this the camera you are needing help with?\nHuman Agent: ZMD14D9F8001467 camp cam shows offline.  Is this the camera you are needing help with?\nHuman Agent: Can you cup your hands around the lens of the camera.  The indicator light is inside the lens.  You should see a green or blue light that is either blinking or solid.  \nHuman Agent: Can you cup your hands around the lens of the camera.  The indicator light is inside the lens.  You should see a green or blue light that is either blinking or solid.  \nCustomer: Hi Wendy, I’m trying to figure out why one of my 2 cameras is offline\nCustomer: Hi Wendy, I’m trying to figure out why one of my 2 cameras is offline\nHuman Agent: okay ZMD14D9F8001467 camp cam shows offline.  Is this the camera you are needing help with?\n\nCan you cup your hands around the lens of the camera.  The indicator light is inside the lens.  You should see a green or blue light that is either blinking or solid.  \nHuman Agent: okay ZMD14D9F8001467 camp cam shows offline.  Is this the camera you are needing help with?\n\nCan you cup your hands around the lens of the camera.  The indicator light is inside the lens.  You should see a green or blue light that is either blinking or solid.  \nCustomer: I’ve tried different plugs and different outlets but there is no indicator light\nCustomer: I’ve tried different plugs and different outlets but there is no indicator light\nHuman Agent: unfortunately if the camera will not power on and show the indicator light is it most likely defective.\nHuman Agent: unfortunately if the camera will not power on and show the indicator light is it most likely defective.\nCustomer: I’ve tried over and over but no light\nCustomer: I’ve tried over and over but no light\nHuman Agent: unfortunately if the camera will not power on and show the indicator light is it most likely defective.\nHuman Agent: unfortunately if the camera will not power on and show the indicator light is it most likely defective.\nHuman Agent: There are 1080p indoor/outdoor wifi cameras available on Zmodo.com if you are wanting to purchase a replacement.  \n\nhttps://www.zmodo.com/1080p-wireless-security-camera-black\nHuman Agent: There are 1080p indoor/outdoor wifi cameras available on Zmodo.com if you are wanting to purchase a replacement.  \n\nhttps://www.zmodo.com/1080p-wireless-security-camera-black\nCustomer: So my 49.99 is refunded?\nCustomer: So my 49.99 is refunded?\nHuman Agent: No.  Cloud plans are not refundable.  If you setup a new Zmodo wifi camera to this same account though we can help move the remaining cloud time to a new camera on this same account that doesn't currently have an active plan.\nHuman Agent: No.  Cloud plans are not refundable.  If you setup a new Zmodo wifi camera to this same account though we can help move the remaining cloud time to a new camera on this same account that doesn't currently have an active plan.\nCustomer: I don’t think I would invest in another camera if they are defective. \nCustomer: I don’t think I would invest in another camera if they are defective. \nHuman Agent: Okay.  Would you like me to cancel the cloud plan on camera ZMD14D9F8001467 for you?\nHuman Agent: Okay.  Would you like me to cancel the cloud plan on camera ZMD14D9F8001467 for you?\nHuman Agent: That will it will not auto renew again?\nHuman Agent: That will it will not auto renew again?\nCustomer: Cancel both of them please but I am thinking the good one is paid for until July 30 2025. \nCustomer: Cancel both of them please but I am thinking the good one is paid for until July 30 2025. \nHuman Agent: Both cloud plans are cancelled.    They will expire on July 30, 2025.\nHuman Agent: Both cloud plans are cancelled.    They will expire on July 30, 2025.\nCustomer: I’ve learned a Zmodo lesson. Never again\nCustomer: I’ve learned a Zmodo lesson. Never again\nHuman Agent: Ok\nHuman Agent: Ok"]
["Customer: Hello\nCustomer: Do you have a history of our conversation?\nCustomer: Was speaking with you and then another girl took over name started with a T\nCustomer: Head doorbell camera bound to another account. I successfully got into the old account and deleted the doorbell camera from that account, but I can’t seem to connect it to the new account now.\nCustomer: ZMD doesn’t show up on Wi-Fi\nCustomer: Showed up under the old account, but now the new account doesn’t see the camera\nCustomer: ZMD12G6B7000214\nCustomer: This is the serial number of the doorbell camera I have\nCustomer: ZMD12G6B7000214\nThis is the device ID\nCustomer: I can’t go to the live camera. It’s not there.\nCustomer: \nIs there anyone else there that can help?\nCustomer: I wanna speak with the woman whose name started with the letter T\nCustomer: Are you a robot?\nCustomer: Can I speak with a real person?\nCustomer: Set up\nHuman Agent: It looks like you were able to get it added to this account, but the doorbell is now offline. If it's flashing green, you'll need to do zink setup. Otherwise please let us know what it's light is showing. You can let us know via email or may schedule a callback below. \n\nWe are currently unavailable for live chat support, but you can reach out to us via email support@zmodo.com. Our new hours of availability are:\n\n- Monday to Friday: 9am to 12pm and 1pm to 6 pm CST\n* Excluding Holidays\n\nYou may also contact the chat outside of our hours again to speak to our AI chatbot Mira who can assist with some troubleshooting. I've also sent a callback scheduling form where you can click the button in the chat in order to schedule a callback for a future date if you'd prefer.\n\nThank you for understanding."]
["Customer: Yes my cámaras are not showing clear and or running behind about 10 secs I’m\nAlso trying to sign up for service every month \nCustomer: month \nCustomer: Yes my cámaras are not showing clear and or running behind about 10 secs I’m\nAlso trying to sign up for service every month\nCustomer: Cámaras are not working\nCustomer: I already have \nCustomer: 1\nCustomer: They are not working \nCustomer: Customer representative \nCustomer: Yes the cameras are not recording they are 10 seconds behind they showing blurry \nCustomer: Hello \nHuman Agent: Sorry for the delay, is this happening on all the cameras?"]
["Customer: Troubleshooting\nCustomer: My camera haven’t not loaded for 13 days now. This is ridiculous \nCustomer: These steps did not resolve the issue\nCustomer: Ok\nCustomer: Let’s go to the next step\nCustomer: I need to contact the live chat agent\nCustomer: Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. When you look at the lights on the camera what color are they and are they flashing or solid?\nCustomer: There is no color\nCustomer: Hello ??\nHuman Agent: Okay, while the camera is plugged in lets have you do a little test, can you cover the front of the camera to make it dark (cup the front with your hands, use a towel to cover the front, ect) then peak and tell me if any of the Red IR lights come on, you will see them and the camera will click when it does turn the IR lights on."]
["Customer: Troubleshooting\nCustomer: I all ready rested my cameras but Still can’t connect them \nCustomer: Can you reset them \nCustomer: I did it all ready but still can’t manage to connect them\nCustomer: Only with tow cameras I have problems \nCustomer: Yes I can link them \nCustomer: Yes I like too add my two cameras but they don’t want to link \nCustomer: Yes I all ready did that but they don’t link up \nCustomer: Yes everything is okay Can you reset them so I can’t link them again \nCustomer: I didn’t that already \nCustomer: Can o casa you the is of the cameras so you can reset them please \nHuman Agent: Hi my name is Wendy.  The 2 cameras you are wanting to setup, are they new? or have they been setup before?\nCustomer: They been set up before \nHuman Agent: What are the device IDs on the cameras?\nHuman Agent: The ID will be listed on a sticker on each camera, it will start with ZMD or GSG\nCustomer: The fcc id \nHuman Agent: D/static_file/501e416bac_1_20250110151527.png\nHuman Agent: Most likely under the fcc id.  It will start with ZMD or GSG\nCustomer: The first one is ZMD18ADIH526829\nHuman Agent: ZMD18ADIH526829 shows online.  Its connected to a different email he----@hotmail.com\nCustomer: The second one is ZMD18ADIH526374\nHuman Agent: ZMD18ADIH526374 what color is the indicator light on this one? and is the light blinking or solid?\nCustomer: Yes one is conéctate to my moms email and the others one my email \nHuman Agent: Okay so for ZMD18ADIH526829  you would just need to login to this other account and you will see this camera. \nZMD18ADIH526374 what color is the indicator light on this one? and is the light blinking or solid?\nCustomer: I can’t see it \nHuman Agent: cup your hands around the lens of the camera to see the indicator light easier\nCustomer: The ZMD18ADIH526829 can you reset them so camera so I can’t link it to my account \nHuman Agent: You could login to the account with your mom's email and delete the camera then you would be able to set it up to your own account\nCustomer: Okay and the second one can you reset ir so I can link it \nHuman Agent: ZMD18ADIH526374 is reset.  You would need to set it up to your account but first you need to check the indicator light.  when the indicator light is blinking green it means the camera is in setup mode\nHuman Agent: so you need to check what the indicator light is doing to make sure it can be setup\nCustomer: Okay \nCustomer: Yes \nHuman Agent: Did you check what color the indicator light was? is it blinking or solid?\nCustomer: The green light is not doing anything \nHuman Agent: Please move the camera to a different wall outlet or use a different working 5v 1a micro usb power adapter to see if that will get the camera to power on and show the indicator light\nCustomer: It’s on the wall \nHuman Agent: ok\nCustomer: I can’t move it \nHuman Agent:  use a different working 5v 1a micro usb power adapter to see if that will get the camera to power on and show the indicator light\nCustomer: It’s solid\nHuman Agent: solid green or solid blue?\nCustomer: Green \nHuman Agent: Is this with a different working power adapter?\nHuman Agent: Solid green can indicate a power issue.\n\nIs the camera connected directly into a wall outlet, a power strip, a surge protector, or an extension cord?\n\nIf you are using a power strip, surge protector, or extension cord, please unplug from that, plug the camera in directly to a wall outlet with the original power adapter.\n\nOr try a different working power adapter, see if that will get the cameras to power on and start blinking green or switch to solid blue.\n\nCustomer: It’s sold blue \nCustomer: Solid\nHuman Agent: ZMD18ADIH526374  shows online now.  \nHuman Agent: Its connected to vicenterosales_jr@hotmail.com -can you view the live feed?\nCustomer: No I can’t \nCustomer: I can only see tow cameras \nHuman Agent: Log out of the app and then log back in, you should see 3 cameras on your account.\nCustomer: Yes now I have picture\nHuman Agent: okay good\nCustomer: Now the other one you can’t reset it or delete it from the other account \nHuman Agent: ZMD18ADIH526829  is connected to he----@hotmail.com.  You could ask your mom to login to the account and delete the camera then you would be able to set it up to your own account\nHuman Agent: or if you have access to the account you could log in and delete it\nCustomer: Okay \nCustomer: Let me check \nHuman Agent: ok"]
["Customer: Troubleshooting\nCustomer: Agent \nCustomer: I uninstalled and reinstalled this app today and although it's working perfectly now my notification sound is incorrect. How can I change the notification sound to what I used to have?\nHuman Agent: The notification sound would be set by the phone settings. You would want to check the notification or the sound settings on your phone.\nCustomer: I can't change the zmodo sound on my phone. I called Samsung and they said it's a third party app and only you would know how to change the sound.\nHuman Agent: The sound is not controlled by the app. There is not a way in the app to change the sound. You can go to your phone settings and check the sound settings or the notification settings."]
["Customer: Hi I'm having issues with my cameras working. \nCustomer: It says trying to establish a secure channel \nHuman Agent: Hi my name is Wendy.  Your 3 indoor cameras are offline.  Are the indicator lights on the cameras blinking green?\nCustomer: Blinking green light on camera\nHuman Agent: All 3 cameras use Zink setup\nHuman Agent: ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have a tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step."]
["Customer: Can you send me a live support link. I need them to reset cameras \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Hi Grant. Can you reset my cameras for me. I have three i need reset to factory.  \nCustomer: D/static_file/195297c89a_1_20241122145203.jpg\nCustomer: Trying to send you all three pics. But they are having trouble going through\nCustomer: D/static_file/66d24c057d_1_20241122145317.jpg\nCustomer: Last one is zmd19G4ih409964\nHuman Agent: Alright, all three cameras are offline, so they cannot be reset. We can troubleshoot the cameras and see about getting them setup. Which camera do you want to start with?\nCustomer: Ending in 9964\nCustomer: I talked to someone stay that called me. And they said att is blocking them from being online. But i spent hours on with att and they swear they have nothing blocked. \nHuman Agent: Alright, what light do you see in the camera now?\nCustomer: Talked to someone yesterday. I meant to say\nHuman Agent: What light do you see in the camera now?\nCustomer: Hello\nHuman Agent: Are you receiving my messages? I asked what light you see in the camera now?\nCustomer: Please help\nHuman Agent: Are you receiving my messages?"]
["Customer: I bought 4 new cameras in december.  2 were indoor, and 2 were out door.  1 of my indoor will not work, and my 2nd indoor i can talk on it, but there is no sound coming through the camera to the phone\nCustomer: how do i talk to customer support\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: zmd19h318d25116\nCustomer: This one was working.  and 1 day just quit recording.  I have tried to reset it, and I deleted it off and try to reinstall it.  I cannot get it to do anything \nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: There is a red light, and a green light on the side\nCustomer: Today I am at work, I brought the camera with me so i could try to trouble shoot it\nHuman Agent: Is the light solid green or flashing green?\nCustomer: yes\nCustomer: Sorry it is now flashing\nHuman Agent: Alright, then lets try the QR Code setup on the camera and we can troubleshoot why that is not setting up the camera. \nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nHuman Agent: When you get the QR Code on your phone screen, hold the phone screen close to the Zmodo camera lens and slowly pull it back. Watch the light on the camera closely and let me know if the light on the camera changes at any point while you are showing the QR Code to the camera.\nCustomer: ok, for some reason my app is not pulling up the qr code.  give me a minute\nCustomer: The camera now has a flashing blue on the side.  doesnt want to scan\nCustomer: now its not flashing just blue\nHuman Agent: The light is solid blue?\nCustomer: yes now it is\nHuman Agent: That means that it is connected to the Wi-Fi network. The camera is still offline, so your Wi-Fi network at work likely has security settings that are blocking it from internet access. Or you connected it to the Guest network.\nCustomer: the camera just made a clicking soung, the light turned solid green\nHuman Agent: Did you unplug the camera and plug it back in before it changed to a solid green?\nCustomer: no\nCustomer: when i was holding the camera up to the qr code i heard a click and it turned green \nHuman Agent: There may be a power issue with the camera or the power adapter then. Is the light still solid green?\nCustomer: yes\nHuman Agent: Alright, can you try unplugging it and plugging it back in again? Check the connection at the camera and at the outlet.\nHuman Agent: Is the camera plugged in directly to a wall outlet? Or is it plugged in with an extension cord or power strip?\nCustomer: it is plugged in direcdtly\nCustomer: directly\nCustomer: There is a red light in the front of the camera and solid green on the side\nHuman Agent: Alright, if the light is still solid green, then there is a power issue. You will want to try using a different power adapter. The camera uses a 5V1A power adapter.\nCustomer: I dont have any other cordes\nCustomer: i cant Imagin a camera that is not even 2 months old havins issues with a new power cord\nHuman Agent: Then when you are back home you can try using the power adapter from a working camera to see if the camera will remain powered on.\nCustomer: I think Zmoto needs to replace this camera.  I have several cameras from you, and i have not had issues like this before\nHuman Agent: So, the power issue could be the camera or it could be the power adapter. That is why you would want to test a known working power adapter to figure out which is having the issue.\nHuman Agent: Then if the camera is still under warranty you can fill out the RMA form to either replace the camera or the power adapter.\n\nhttps://www.zmodo.com/rma/\nCustomer: its still a brand new power cord that was sent with the camera new from you\nCustomer: How long is the warraty for them\nHuman Agent: Cameras purchased new from us have a 1 year warranty.\nCustomer: I will file a claim, I m not willing to  go buy a new cord for a brand new camera\nHuman Agent: I did not suggest buying a new power adapter. You can use the power adapter from a working camera.\nCustomer: This camera is not working with the cord that was sent to us from you.  If I put the cord on from my other camera, what does that do?  Tell me the camera is not going to work with out me going out and buying a new cord?  It does not work.\nHuman Agent: That would tell us if it is the camera that is not working or the power adapter that is not working. Then when you fill out the RMA form, we can get you the right replacement. Whether it is the camera or the power adapter that has stopped working.\nCustomer: I will check it when I get home"]
["Customer: Set up\nHuman Agent: Hi my name is Wendy.  are you trying to setup camera ZMD12EN83000196 named cámara sala?\n\nCustomer: Si\nHuman Agent: What color is the indicator light on the camera? and is the light blinking or solid?\n¿De qué color es la luz indicadora de la cámara? ¿Y la luz parpadea o es fija?\nCustomer: Azul fija\nHuman Agent: Azul fijo significa que la cámara está conectada a algo en su red.\n\n¿Tienes más de 1 enrutador? ¿O un amplificador de wifi o un exender de wifi al que se puede conectar la cámara?\nCustomer: Si\nHuman Agent: Mantenga encendido solo el enrutador al que desea conectar la cámara. \n\nDesenchufe todos los enrutadores, extensores o amplificadores adicionales que tenga.\n\nVea si al hacer eso, la luz indicadora de la cámara comenzará a parpadear en verde.\n\nVerde parpadeante significa que la cámara estará en modo de configuración."]
["Customer: Troubleshooting\nCustomer: We replace our sudden link to a optimum Internet, and now I can’t seem to set up my cameras\nCustomer: I can’t find anywhere to be able to put the password in for my optimum\nCustomer: So what is the process to reconnect the cameras to the new Wi-Fi network? I don’t know where my Manuel set up instructions are\nHuman Agent: HI my name is Wendy.  Your cameras will need to be setup to the new wifi info\nHuman Agent: Are the indicator lights on the cameras blinking green right now?\nCustomer: Well, I unplugged them and they’ll blink green and then they’ll go back to red\nHuman Agent: the red light is the ir night vision light.  \nHuman Agent: What is the name of the camera that is closest to your router?\nCustomer: So do I just unplug it and what do I do to set it up?\nHuman Agent: You would need to plug the cameras in.  the indicator light needs to be blinking green, that means its in setup mode.  Which camera is closest to your router? what is the name on the camera?\nHuman Agent: Is it Livingroom?\nCustomer: Yes\nHuman Agent: plug livingroom camera in, let me know if the indicator light blinks green\nCustomer: OK, I plugged it in. It has a green light, but it’s not blinking.\nCustomer: OK now it’s blinking\nCustomer: Now, what do I do?\nHuman Agent:  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nHuman Agent:  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step."]
["Customer: hi there, I have a question about my camera\nCustomer: My cameras stopped working on September 9th, and I want to know why.\nCustomer: -1\nCustomer: customer servicw\nCustomer: customer care agent\nCustomer: Since Sept 8th, we've noticed that a few of our cameras have not been working. Could you check on that for me. Thanks\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD24IEH9241922\nCustomer: ZMD24IGH9254928\nCustomer: ZMD24HVH9210286\nCustomer: ZMD24HVH9205327\nCustomer: ZMD18L9I8202961\nHuman Agent: Those cameras are showing offline. Are you there with the cameras at this time?\nCustomer: no. not at the moment.\nCustomer: they all went offline Sept 8 or 9th\nCustomer: and they are all at different locations\nHuman Agent: Okay, the cameras are offline, which means that they are not getting internet access. You would need to be with the cameras to troubleshoot them.\nCustomer: okay, but could you tell me why all of those cameras turned off all of a sudden?\nCustomer: was there something wrong with my account?\nHuman Agent: No, it would not be an issue with your account. There are several reasons that cameras could be offline. I cannot tell why they went offline. That is why you would need to be with the cameras to troubleshoot to see what needs to be done to get them back online."]
["Customer: Troubleshooting\nCustomer: May I chat with a live agent please\nCustomer: Thank you\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I have two cameras that when I go to check under the events are always blank.  Is there a setting that I need to fix\nHuman Agent: What are the names of the cameras? I will check to make sure they are up to date and check some things on my end that could impact events. \nCustomer: One of them will occasionally show something.  The other has not for a long time.  The one that never shows up anything is called \"Front Yard\".  The other one that does occasionally is back garage.\nHuman Agent: When you click live of both of those cameras are you able to see the live video and is the time correct for both cameras?\nCustomer: I think so.  Let me check.\nHuman Agent: Okay.\nCustomer: When I want to do a quick check and do home then all the cameras will show up there but they do not show in live video that has happened.\nHuman Agent: from the home screen can you take a screenshot of how it looks for you, then also can you click live on the Front yard camera and take a screenshot of how the Live video area looks for me. \nHuman Agent: You can send both screenshots into the chat for me to review. \nCustomer: OK.  I'm not sure I know how to do that.  \nCustomer: I am trying to send the snapshots\nCustomer: I don't know how to get these sent\nHuman Agent: Okay, taking a screenshot can be different for different kind of phones, you can try pushing the power button and the volume down or volume down button at the same time quickly to see if that triggers the screenshot to occur. Otherwise you can try looking up your specific phone to figure that out for yourself. \nCustomer: but I am doing this chat on my laptop\nHuman Agent: in the chat you can attatch files and send the photos that way. \nCustomer: i have to get the screenshots on my laptop.  I don't have the Zmodo app on the laptop but I wish I did.\nHuman Agent: Okay, can you email me the photos form the phone then. Email them to Support@zmodo.com \nCustomer: ok.  Give me a minute.\nHuman Agent: Okay. \nCustomer: i just did the one.  let me know if it worked,\nCustomer: It says it was rejected.  I'll try again\nHuman Agent: I will check my email now. One moment. \nHuman Agent: Yup, no email has come in at all. the email is support@zmodo.com If it fails again let me know.\nCustomer: ok.  I just did it again.  I think I see what I did wrong with the last transmission.\nHuman Agent: Okay, let me check my email again\nHuman Agent: I got your email. It only shows one screenshot though and it was not of what I requested before. Can you try once again, my message before for what I wanted screenshots of was \"from the home screen can you take a screenshot of how it looks for you, then also can you click live on the Front yard camera and take a screenshot of how the Live video area looks for me. \" \nHuman Agent: so that's two screenshots , 1 of the Home screen then 1 of the Live video area for the camera named \"front yard\" \nCustomer: Ok.  Give me a while again.  I apologize.  I am 78 years old and not computer or camera savvy.\nHuman Agent: Okay, no problem. \nCustomer: ok.  I just sent them.  Hopefully\nHuman Agent: Okay, One moment\nHuman Agent: Just got them in and am reviewing the screenshots now.\nCustomer: ok.  Thank you.  and thank you for being so patient with me\nHuman Agent: Its no problem. From the screenshots you sent it does look like the cameras are creating events as they should be in the app itself. On the web version of the app the notifications and alerts coming from the NVR you have for the cameras will not display properly, only from the Mobile app on the phone will you get alerts, There are some things I can have you do to make sure the cameras are able to detect motion throughly though, There is a setting each camera has called Motion Detection, You can adjust the Motion detection area on the cameras only from the Mobile app, sometiems when the  motion detection zone is smaller then the whole screen the cameras can have less alerts. Can you check the Motion detection area on each of the cameras to make sure its corner to corner and not a small box?\nCustomer: Yes.  Let me try to digest this.\nHuman Agent: If this is your first time adjsutign this Motion detection area, you would in the mobile app click live on the camera, click the settings gear in the top right corner, then look for motion detection. If you onyl see a lsit of the names of cameras click the camera first then look for the motion detection area. \nCustomer: ok.  Let me do the front yard first.\nCustomer: on the front yard it shows the entire picture in the screen - with the blue corners outlined\nCustomer: Should I make that smaller\nHuman Agent: I don't recommend making it smaller unless you know there is an area on the camera that makes allot of motion to create false alerts then you may make it smaller, (a tree waving, a roadway with lots of passing cars) Keep in mind anything that's outside of the motion detection square will never trigger the camera to make an event at all. so if something does move when the box is smaller and its outside of the motion detection box the camera wont make an event. \nCustomer: But it is not picking up now.  The street should make it pickup but it never does.  It is mainly for the front door but because of the shade it is very dark.  it all helps.\nCustomer: People will drive up to the back garage and a lot of times it does not pick it up,\nCustomer: I just thought there may be a sensitive setting that needed adjusted or something.\nCustomer: For instance, the camera did not pick up the trash truck emptying the container this morning and it used to be there when I would play back the events.\nHuman Agent: You can try makign the motion detection zone smaller to try and get the cameras to trigger more frequently, but sometimes it can cause the opposite to occur where becasue it is smaller you get less event triggers. You can try adjsuting it, then either rebootign the camera or moving infornt of the camera in that area to get an event to trigger. \n\nCustomer: ok.  I will try your suggestions.  Thank you for your help.\nHuman Agent: Okay, if you have any more trouble at all feel free to contact us again, in the chat if you say Agent it will transfer you to a live agent isntead of the AI assistant. \nHuman Agent: Have a wonderful day\n\nCustomer: Thank you ang you too"]
["Customer: Troubleshooting\nCustomer: How do I delete a camera that's not working?\nCustomer: The advice didn't work?\nCustomer: I have a camera that's not working and I'm unable to delete it to activate a new one. \nCustomer: -1\nHuman Agent: Hi my name is Wendy.  You are wanting a camera deleted from your account?  Are you wanting Front porch camera ZMD14DCDA205092 deleted? \nCustomer: Yes, it's not working properly. \nCustomer: I tried to remove camera with your instructions. It didn't work?\nHuman Agent: You have an active Google 7-day yearly cloud plan on this camera.  Are you setting up a different camera to this account?\nCustomer: Yes to replace the one that's not working \nHuman Agent: Okay.  ZMD14DCDA205092 Front porch camera has been deleted from your account.  If you refresh the screen or log out and back in again you will see just garage camera on your account.\nHuman Agent: After you have the new camera setup you will want to enable the cloud plan on the camera.\nHuman Agent: Here are the steps to do that:\nGo to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\nCustomer: Ok. \nThank you \nHuman Agent: You're welcome!"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: It seems my doorbell has lost signal \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Is it currently flashing green?\nCustomer: It says it has lost connection \nHuman Agent: Is it currently flashing green?\nCustomer: No lights \nHuman Agent: Ah, okay. No lights implies it is not powering up. \nHuman Agent: It may be best to take it off the bracket and see any wires have become disconnected. \nHuman Agent: You'll also want to make sure that it is sitting flush against the wall and bracket. \nCustomer: This is not the instruction I got last time when this happened \nHuman Agent: Okay."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Extender cameras are hooked up to has died. How do I connect to a new wifi\nCustomer: Do I need to delete the cameras from the app first?\nCustomer: I don’t have the instruction for setup anymore, can you send them to me\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code.\nCustomer: The QR code won’t scan\nHuman Agent: when you hold the code Infront of the camera what color are the lights and do they flash or go solid?\nCustomer: Solid blue \nHuman Agent: if the camera is a solid blue that means its connecting to something, was it solid blue when you tried to do the setup? or before you did the setup?\nCustomer: The whole time\nHuman Agent: Okay, the camera may be connecting to something that is pushing out the previous wifi signal, did you change the router to cause the cameras to drop offline?\nCustomer: No\nHuman Agent: Okay, If this camera that is solid blue was/is on the account, none of those cameras are telling me they are online.  Whatever the cameras are connecting to (router or Wi-Fi extender if you have one), they are not getting internet from, you may want to try rebooting the router first, but if they do not come back online you may want to check the router setting's to make sure the firewall is not blocking them or \"Pausing\" them. \nCustomer: Any tips?\nHuman Agent: did you see my previous message where I said what to try?\nHuman Agent: I said \"Okay, If this camera that is solid blue was/is on the account, none of those cameras are telling me they are online.  Whatever the cameras are connecting to (router or Wi-Fi extender if you have one), they are not getting internet from, you may want to try rebooting the router first, but if they do not come back online you may want to check the router setting's to make sure the firewall is not blocking them or \"Pausing\" them. \"\nCustomer: We did not change the router. \nCustomer: That sounds very technical…I wouldn’t have the first clue in finding out if a router is blocking. Not sure why it would have happened suddenly?\nHuman Agent: Okay, then the cameras are connecting to the router but not getting any internet, you can try rebooting the router but if that does not work then you will have to check the routers settings to check that firewall or see if tis being \"paused\" Im not sure why  the router would suddenly do this, it could be due to it updating or it could just be something it decided to do suddenly or a sign of an issue. With this camera being solid blue though that definitely means its connecting, its just not able to come online because its not being given internet from that connection."]
["Customer: One of my cameras keeps going into sleep mode. How can I prevent that?\nCustomer: How can I get a free camera?\nCustomer: One of my cameras is not working properly. I would like a free camera.\nHuman Agent: Hi my name is Wendy.\nHuman Agent: What is the device ID on the camera that is not working properly?\nCustomer: I’m sorry I don’t know it’s mounted up on the roof of my house. It’ll take me some time to get to it. I will contact you later thank you for your assistance. Have a nice day.\nHuman Agent: have a nice day.  Live agents are here on live chat until 6pm CT today if you want to contact us later."]
["Human Agent: I need to speak with an agent\nHuman Agent: Agent\nHuman Agent: You can give me the phone number to call a agent or you can call me\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nHuman Agent: I cannot set a date and time because your fucking page will not work. I am starting to hate Zmodo \nHuman Agent: What date and time are you trying to select for your callback appointment?\nHuman Agent: Anytime today\nHuman Agent: We do callback appointments Mon-Fri 9AM-12PM and 1-5PM CST. So Monday would be the earliest you can schedule a callback appointment.\nHuman Agent: Monday @ 11 am est\nHuman Agent: Alright, then you can select Monday, you would want to select 10 AM since it is CST. Make sure you have all of the fields filled out. Make sure that the phone number is just the numbers and no dashes, spaces, or parentheses.\nHuman Agent: I am trying to get your damn offer to purchase a plan off if my phone. I cannot open some of my files because your damn offer won't go away. You need to fix this \nHuman Agent: What are you not able to access in the app? Can you send a screenshot of the issue in the app?\nHuman Agent: I said Monday at 11 AM. That would be 10 am pst\nHuman Agent: CST is one hour behind EST. PST is 3 hours behind EST.\nHuman Agent: D/static_file/eb5f8d7e13_1_20250228161301.jpg\nHuman Agent: I want this shit off if my app. Whrn I click on a camera to see the clip and cannot because this bullshit won't let me \nHuman Agent: And what are you tapping on to get to that screen? Are you tapping on Playback to get to that screen? \nHuman Agent: One of my camera clips \nHuman Agent: Okay, so it takes you to that screen when you tap on one of the Events? Does it do that for all of the cameras or just certain cameras?\nHuman Agent: I have tried all damn day to get rid of this stupid shit\nHuman Agent: Not, but most. It is like Zmodo is trying to force me to make a purchase \nHuman Agent: Yes, it is trying to take you to the Cloud Playback, but since the cameras are not subscribed, it runs in to an error. I can try to sync and restart the cameras that are having that issue. Which cameras are you having the issue with? And are you there with the cameras currently?\nHuman Agent: That is your issue. I am not going to reset my cameras. Zmodo can fix it from your end. This has been doing this for a few days now.\nFix it now or I am going to make a report to the BBB. I am sick of the fucking bullshit with Zmodo. Constantly some fucking issue. I am oissed off and so sorry I wasted my money buying Zmodo.\nHuman Agent: Yes, I am trying to work with you to resolve the issue. That is why I said I can sync and restart the cameras that are having the issue and then we can see if you are able to view new events from those cameras.\n\nWhich cameras are you having the issue with? And are you there with the cameras currently?\nHuman Agent: I will expect a call from Zmodo on Monday @ 11AM EASTERN TIME\nHuman Agent: Alright, were you able to schedule a callback appointment with the callback form?\nHuman Agent: I am to angry to talk to a stupid AI.\nAI is nothing but problems \nHuman Agent: You have not been speaking with an AI for the last 20 minutes. \nHuman Agent: Were you able to schedule a callback for Monday with the callback invitation form? I do not see a callback appointment scheduled. I will send the form again to make an appointment."]
["Customer: Troubleshooting\nCustomer: Why it doesn't record I paid for year 49.99\nCustomer: My cameras had no scriptions \nCustomer: They on\nCustomer: Why can I not view on cloud\nCustomer: I need a customer service number please \nCustomer: Agent\nHuman Agent: Currently your cameras are offline, so they cannot record when they are offline and not connected to the internet. So that would be the first thing we would want to address. Are you there with the cameras to troubleshoot them?\nCustomer: Connect them to Internet"]
["Customer: One of my cameras ain’t coming on my back camera it’s called cubby hole Camera it’s like it don’t have power and there not old at all \nCustomer: Yes I did \nHuman Agent: Alright, can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: No lights on at all \nHuman Agent: Is the camera plugged in with an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: Wall outlet \nHuman Agent: Then you would want to try using the power adapter from one of your working cameras.\nCustomer: What r u saying \nHuman Agent: There is a power adapter and cable, one end plugs in to the outlet, the other end plugs in to the micro-USB connecter several inches down the wire from the camera.\nCustomer: Ur not a help \nHuman Agent: And it could be the power adapter that is not powering the camera properly. So you can test a power adapter that you know is working. That will tell you if the power issue is the adapter or the camera.\nHuman Agent: I am sorry that my instructions were not helpful. What part of it do you not understand and need more explanation of?\nCustomer: It don’t have any power or anything and I am not doing what ur telling me too do\nHuman Agent: The cameras need to be powered on and the power adapter is what powers the cameras. One end plugs in to the wall outlet and the other end is a male micro-USB connector that plugs in to the female micro-USB connector on the wire coming from the camera."]
["Customer: My cameras are not showing it says keep saying establishing secure connection\nCustomer: Blinks green\nCustomer: I thought when we lost power that it would automatically hook back up\nCustomer: When I go to View cameras, it says establishing connection\nCustomer: It’s been like this for a couple weeks now\nCustomer: How do I get them to start showing again?\nCustomer: Is there a phone number I can call?\nHuman Agent: Hi my name is Wendy\nCustomer: My cameras are still saying establishing connection. They’re not showing me what’s going on the latest Brinkley Green on the inside.\nHuman Agent: Did you get a new router? or update your wifi name/password?\nCustomer: Lost power for a minute and then reconnected a day later\nHuman Agent: okay.  All 7 cameras are offline.  If the indicator lights are blinking green on the cameras they will need to be setup again.\n\nblinking green means the cameras are in setup mode.\nHuman Agent: ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Funlux app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nCustomer: I didn’t check all seven. I just checked the one right in front of me.\nHuman Agent: ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Funlux app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step."]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.  2 cameras named front door show offline.  Are you needing help with these 2 cameras?\nCustomer: Yes. This is the second time in a week this has occurred. I’m not sure what is causing this. \nHuman Agent: What color are the indicator lights on the cameras? and are the lights blinking or solid?\nCustomer: Unfortunately I’m not going to be able to answer that. They are set up at our Airbnb we own.  Guests are presently staying there. \nHuman Agent: okay.  When you are next at the location please let us know.  Its possible the cameras were unplugged or have disconnected from the router, that would be the main reasons for the cameras being offline.\nCustomer: Ok. I was wondering if there could be any other reason. Thank you. \nHuman Agent: You're welcome"]
["Customer: Troubleshooting\nCustomer: Troubleshooting sound/volume on cameras\nCustomer: How do I know if my camera supports sound and volume \nHuman Agent: Hello, my name is Grant. The cameras on your account are the Zmodo 1080p Indoor/Outdoor Wi-Fi cameras. Those cameras do not have 2-way audio features. That is why the microphone and speakers are greyed out on your app.\nCustomer: Okay, thank you for letting me know. \nHuman Agent: You're welcome.\nCustomer: I also wanted to check if the subscription plan is per camera or if we can have multiple cameras without increasing monthly cost. \nHuman Agent: The subscription options that you see in the Cloud tab of your Smartz Eaze app are per device until you get to a certain number, it should be 3 devices or more for the subscriptions, at which point it changes to an unlimited number of devices."]
["Customer: Porque mis cámaras no tienen sonido\nCustomer: Porque mi dispositivo no soporta el audio bidireccional \nHuman Agent: Hola, mi nombre es Grant. La cámara de su cuenta es una cámara Wi-Fi Zmodo 1080p para interiores y exteriores. Esa cámara no tiene funciones de audio bidireccional.\nCustomer: Porque mi dispositivo no soporta el audio bidireccional\nCustomer: Porqué mi cámara  no tiene funciones de audio bidireccional \nCustomer: Porqué mi cámara  no tiene funciones de audio bidireccional \nHuman Agent: La cámara no tiene micrófono ni altavoces. No es una característica que viene con la cámara."]
["Customer: Thanks that worked. I have one more \nCustomer: ZMD26JVI9202738\nCustomer: I need the qr code for that one\nCustomer: No for the set up. I need sla qr code to scan to add it to my network \nCustomer: That didn't work\nCustomer: I need to connect to my network but I don't have the qr code\nCustomer: When I enter the barcode. It says invalid\nCustomer: That didn't work\nCustomer: I need to add my device to my network \nCustomer: Location is enabled. Still doesn't work. The last rep provided a qr code for me to scan to set it up\nCustomer: ZMD26JVI9202738\nCustomer: My camera barcode says invalid. May I have the qr code to scan to set it up\nHuman Agent: Hello, you've reached customer care, my name is Kylie. One moment while I look up this device.\nCustomer: Ok thanks\nHuman Agent: D/static_file/d1c3de4b76_1_20241112133902.png\nHuman Agent: Here is the QR code you can scan in the app to begin the setup. \nCustomer: Thanks. Will try it now\nHuman Agent: Okay, let me know if you have any trouble."]
["Customer: Troubleshooting\nCustomer: I no longer have my QR Code and cannot connect to wifi  Recently got a now Router with new password NOW it wont work at all tried scanning the bar code on the back and it says not valid ? Need Help \nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are wanting to setup?\nCustomer: ZM-SH75D001-WA-F2  Zmodo mini \nHuman Agent: The device ID will start with ZMD\nHuman Agent: It will be on a sticker on the camera.\nHuman Agent: on the top, side, or bracket of the camera.\nCustomer: Im at work and dont have those here  Its on the braket and I tried scanning and would not work \nHuman Agent: There are several setup methods the camera may use, I would be able to check what setup method the camera uses with the device ID.  do you see the camera on the app?\nCustomer: I will have to get back with you on that, I am at work - I will get those ID's and get back to you in the next couple days   Thank you ! \nHuman Agent: okay you're welcome!"]
["Customer: Tienen número de teléfono \nCustomer: Agent\nHuman Agent: ¿Cómo puedo ayudarte?\nCustomer: Quisiera saber cómo hacer para que a mis cámaras les funcione el audio \nHuman Agent: Las cámaras de su cuenta son las cámaras Wi-Fi para interiores y exteriores Zmodo 1080p. Esas cámaras no tienen funciones de audio bidireccional. Es por eso que el micrófono y los parlantes aparecen atenuados en su aplicación.\nCustomer: Ok\nCustomer: Gracias \nHuman Agent: De nada."]
["Customer: 2 of my 3 cameras are not updating.  Wi-Fi is working.  Do I need to refresh something ? .  \nCustomer: I am not present with the cameras. I am Travelling.  I know the wifi is on because one is working. How do you refresh the app? \nCustomer: How do you close the app ? \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Smart Device and Lanai are currently offline so it would not be possible to update them. To troubleshoot and try to reconnect them, you would need to be at the location. \nHuman Agent: It looks like all 3 of your cameras have had issues going in and out so I would guess there is likely either a signal issue or upload speed issue. If you reach out once you are back at the location we can assist in troubleshooting."]
["Customer: Set up\nCustomer: I already paid the asking price and how calm am not getting my videos \nCustomer: What is the phone number \nCustomer: Agent\nHuman Agent: Hi my name is Wendy.  Your cameras show offline.  The cameras need to be online in order to record footage.\nHuman Agent: What color are the indicator lights on the cameras? and are the lights blinking or solid?\nHuman Agent: You should see a green or blue indicator light that is either blinking or solid.\nCustomer: Red\nHuman Agent: The red light you may see is the IR night vision light.\nCustomer: Notting\nCustomer: Do i need to unplug am not home now\nHuman Agent: The red light you may see is the IR night vision light.\n\nWhat color are the indicator lights on the cameras? and are the lights blinking or solid? You should see a green or blue indicator light that is either blinking or solid.\nHuman Agent: You would need to be onsite with the cameras in order to troubleshoot why they are offline\nCustomer: Am not home now but when i left home its red\nHuman Agent: Please contact us when you are on-site with the cameras.\n\nWe are available here on live chat M-F 9am-12pm CST and 1pm-6pm CST.\nCustomer: It went off line because I didn’t pay\nHuman Agent: no\nHuman Agent: paid cloud plans are optional not required\nHuman Agent: Most likely the cameras just need to be setup again but you would need to be on-site with the cameras in order to do that.  Blinking green means the cameras are in setup mode.\nCustomer: Payment is not required?\nHuman Agent: No, paid cloud plans are not required.  The Zmodo app is free.\nHuman Agent: Paid cloud plans are optional.\nCustomer: Ok. Thanks.\nHuman Agent: You're welcome\nCustomer: I’ll contact you again when I get home thanks\nHuman Agent: Sounds good."]
["Customer: What would happen if I remotely Reset 1 of 5 cameras that keep showing up poor connection.  They are all connected to the same network.\nCustomer: -1\nCustomer: Is it possible for me to remotely eset a device with a poor connection \nCustomer: What happens if i reset a device from a remote location?\nCustomer: -1\nCustomer: If I reset a device will I be able to log in remotely\nCustomer: What happens during a reset\nCustomer: -1\nCustomer: Will I lose connection if I reset a device remotely\nCustomer: Hello?\nHuman Agent: Hello, my name is Grant. Resetting the device will disconnect it from the Wi-Fi network and then you will need to setup the camera again to reconnect to the Wi-Fi network.\nCustomer: So I can't do it remotely?\nCustomer: I have 5 cameras of which all but 1 are connecting - this just started and I am 2000 miles away\nHuman Agent: You cannot connect a camera to your Wi-Fi network remotely. You would need to be with the camera and the Wi-Fi network to connect the camera to the Wi-Fi network.\nCustomer: ok thank tou\nCustomer: *you\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: 3 of my cameras stopped working\n\nCustomer: -1\nCustomer: Blue light but not connected \nCustomer: They do not work but have power and are connected to wifi\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: I need a human\nCustomer: Basically I have 3 cameras that no longer work. 1 has a subscription \nCustomer: They have power and are connected to wifi\nHuman Agent: Okay, we can work through and see why they are not getting internet access. Lets start with one of the cameras. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: They first stopped working with alexa showing me the camera. But I could use the app ok\nCustomer: I'm sorry I can't provide that as I'm currently not home\nCustomer: You should be able to get the id off my account for the one with subscription \nCustomer: The powered has been rebooted to cycle them off and on and the wifi,  my other two work fine\nHuman Agent: Okay, the cameras are offline, which means they are not getting internet access. There are several potential reasons for that: power, Wi-Fi connectivity, network upload issues, or router and security settings. Since the cameras are offline, you would need to be with the cameras to troubleshoot them.\nCustomer: Ok. Well I knew they were offline that's my issue. They wint connect\nCustomer: Two of the cameras I can't get to because of where they are\nHuman Agent: Yes, and what I am saying is that there are many potential reasons that they are offline. So to troubleshoot them, you would need to be with the cameras to determine the issue and how to resolve it.\nCustomer: Well is there a way I can pause my subscription? \nCustomer: I'm currently not in the country \nHuman Agent: No, there is not a way to pause the subscription. You can edit the enabled device in your app to move the subscription to another camera. You can tap on Cloud and scroll down to the active subscription. Tap on View Details and Edit. Here you can move the subscription to another camera if you would like to.\nCustomer: Ok thank you\nHuman Agent: You're welcome. Do you have any other questions?"]
["Customer: I paid the cloud services but the cameras are off\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The cloud service is only for recording purposes if the camera is offline the cloud service wont make it come online again, you would have to reboot the camera and troubleshoot with it and do the setup again to reconnect it potentially."]
["Customer: Camera factory reset \nCustomer: Show how\nCustomer: Reset factory settings \nHuman Agent: Hi my name is Wendy.  Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: ZMD33FQEE8295108\nHuman Agent: There may be a typo.  ZMD33FQEE8295108 isn't pulling up any info.  Could you check for typos or attach a clear picture of the ID?\nHuman Agent: Is it ZMD33FQE8295108? \nHuman Agent: This camera is connected to your email julio4135@gmail.com. \nHuman Agent: Are you needing help getting the camera setup again? it currently shows offline.\nCustomer: I think ts online now\nHuman Agent: ZMD33FQE8295108 shows offline on my end.  Are you needing help getting the camera setup again? \nCustomer: Yes\nHuman Agent: What color is the indicator light on the camera? and is the light blinking or solid?  The red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid.\n\nCustomer: Solid red\nHuman Agent: the red light is the IR night vision light.  Cup your hands around the lens of the camera to see the green or blue / blinking or solid indicator light easier\nCustomer: Let me check\nHuman Agent: ok thanks\nCustomer: Camera show connected to old internet provider \nCustomer: I need to connect the device to a new internet"]
["Customer: To Tech Kylie. I got the 2 cameras going thru ZInk. Thank you. One other problem. I have one camera that will not update. I’ve tried and tried, even tried in the middle of the night. Any advice?\nCustomer: Tech Kylie please\nCustomer: Kylie?\nCustomer: Camera will not update\nCustomer: Still won’t update \nCustomer: Still doesn’t work\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is the camera you are trying to update currently online and on the account right now?\nCustomer: Still not working \nCustomer: Yes Kylie. You just helped me and I did get those 2 cameras working thru Zink. I can’t update one of the cameras. \nHuman Agent: Okay, can you tell me the Camera name of the one that you are having trouble updating? \nCustomer: Yes I’m waiting for you. Camera is online and on account won’t update\nHuman Agent: I replied above, you may not see it I said \"Okay, can you tell me the Camera name of the one that you are having trouble updating?\"\nCustomer: Mobile\nHuman Agent: Okay, I will try to push the update to the camera from my end, while I do this do not unplug the camera or the router.\nCustomer: 👍\nHuman Agent: How far away is the camera from the router right now?\nCustomer: In my garage. I can unplug it and bring it close to router if you want. \nHuman Agent: Lets make sure its not rebooting at all first, when you look at the lights on the camera are they a solid blue?\nCustomer: Yes. Solid blue\nHuman Agent: Okay, unplug it and bring it in close to the router, once its back online let me know and we will first have you try to push the update from your end, if it fails again then I will try to push it the update. \nCustomer: It’s online and when I hit update I get error 100\nHuman Agent: Try totally closing the app, then open it again and try to update it again. \nCustomer: Ok\nHuman Agent: Okay\nCustomer: It’s updating but flashing green\nHuman Agent: thats good, dont unplug it, when it gets clsoe to finishing it will reboot which it sounds like is whats happening\nHuman Agent: hmmm, perhaps it lost its connection to the network, lets give it another minute if it does not come back online then I will have you try to reboot the camera. \nHuman Agent: I don't see any change, try unplugging and plugging it back in again, let me know if it comes back online or not."]
["Customer: Troubleshooting\nCustomer: None of my cameras are working all of a sudden\nCustomer: One of them has a blinking green light. The other one has a solid green light.\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Blinking green would typically be ready for setup, but solid green should only be present when first booting up. If it's staying solid green, that would indicate it is not booting up properly. Is it plugged directly into a wall outlet without any extension cables?"]
["Customer: Hi. My name is Steve and we use the Zmodo cameras for our church. We use the Zmodo ZP-NJ18-S along with a few ZP-IBH15-S cameras. \n\nSeveral questions:\n- [ ] Can additional user be created to access and administer the account?\n- [ ] We are unable to update the firmware on our cameras. It states “Device Offline even though they are online. Trying to update it from the Zmodo mobile app. What are we doing wrong?\n- [ ] What cameras are available for the controller (hub) which we have? We would prefer wireless cameras. \n- [ ] What are our options for storing to your cloud?\nCustomer: 1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. \n1) Do you mean in the app? If so, there can only be one main account (though you could have multiple people logged into it), but you can also share the devices to other accounts with controlled access. \n2) Currently your cameras are offline and they would need to be online before they may be updated. Are they currently showing on a monitor the NVR is connected to? \n3) What is the ID of the NVR you have? It will likely begin with ZMD, 14, or 15 and is on a sticker on the bottom of the device. It doesn't seem to be bound to this account. \n4) Once the cameras are back online you could subscribe the cameras via the cloud tab of the app if you would like. The main options would be the premium (7-day) or platinum (30-day) plans where they would hold footage for the amount of days denoted."]
["Customer: Troubleshooting\nCustomer: I have 2 devices and they keep going offline \nCustomer: My network is working fine\nCustomer: I also have a doorbell cameras and I dont have any issues with that\nCustomer: I need assistance with troubleshooting the device\nCustomer: Agent\nCustomer: Hi Grant\nCustomer: Nothing was stated in the chat\nCustomer: One of the devices I have is always offline now and I dont know why\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: It's not allowing me to update to the new version\nCustomer: One sec\nCustomer: I dont see that one this device\nHuman Agent: Is there a sticker on the stand of the camera?\nCustomer: I see the model and fccid \nCustomer: Are you asking for the fccid?\nCustomer: Hello\nHuman Agent: No, I am not asking for the FCC ID. The Device ID is likely on a sticker on the stand of the camera.\nHuman Agent: Can you look on the stand of the camera?\nCustomer: Grant there is nothing there\nHuman Agent: Okay, then you may have removed the sticker at some point in time. That is alright. Could you please unplug the camera, plug it back in, and tell me what light you see on the camera?\nCustomer: 19H318D20372\nCustomer: Hello\nHuman Agent: Could you please unplug the camera, plug it back in, and tell me what light you see on the camera?\nCustomer: No light on the camera right now\nHuman Agent: Did you unplug the camera and plug it back in?\nCustomer: It's flashing g green now\nHuman Agent: That means it is ready for setup. So you will want to do the QR Code setup to connect the camera to the Wi-Fi network.\nCustomer: This is device that was already setup\nHuman Agent: Yes, it was setup, but now it is offline. That could be because of a change in the Wi-Fi or router, or it could have been reset, or just an issue with the camera.\nHuman Agent: You will want to do the initial setup again to connect it to the Wi-Fi network.\nCustomer: So what did you do on your end\nHuman Agent: I have not done anything on my end. The camera is offline, so I am unable to communicate with it remotely.\nCustomer: B/c what you are directing me to do I've done before \nCustomer: And its giving me issues of always being offline\nCustomer: But I'm not having this issue with my other device that I have setup\nHuman Agent: I understand. There are a multiple reasons it could need to be setup again. If the light is flashing green, that means it is in setup mode. So you will want to do the QR Code setup to reconnect it.\nCustomer: Please read and understand what I am saying\nCustomer: I have 2 devices \nCustomer: The one in one room works fine on the same network \nCustomer: The one in the other room is constantly lately being offline but will work itself out\nHuman Agent: I am reading and understanding what you are saying. The devices are separate and have their own connections. So one could be connected and the other could not be connected. When the lights are flashing green, that means the camera is ready for setup. If you are having trouble with just one camera, then it is likely a signal strength issue. You can also try plugging the camera in next to the router to see if it will reconnect automatically. If it does not, then you would want to do the setup again.\nCustomer: The room where the camera is at that is the exact same room where the wifi is connected \nCustomer: The one that is constantly working is further away\nHuman Agent: Okay, then if the light is flashing green, that means the camera is disconnected and ready for setup. So you will need to do the setup to connect the camera.\nCustomer: Grant this was not helpful for me at all\nHuman Agent: I do not know what else to tell you. I know you have already done the setup before, because otherwise the camera would not be on your account. You said the light is flashing green. I am telling you exactly what that means and what you need to do when the light is flashing green."]
["Customer: Troubleshooting\nCustomer: Hi! I don’t have sound on my cameras\nCustomer: Yes\nHuman Agent: Hi my  name is Wendy.  outdoor bullet cameras do not have an audio feature.\nHuman Agent: There are Mini Pro indoor cameras available on Zmodo.com that have 2-way audio\nHuman Agent: https://www.zmodo.com/1080p-indoor-wifi-camera/"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Wifi\nCustomer: Not connecting \nCustomer: -1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you send me this cameras Model and ID number? it will be on the cameras sticker, and the ID wills tart with ZMD.\nCustomer: Won’t connect to the wifi\nHuman Agent: Okay, Can you send me this cameras Model and ID number? it will be on the cameras sticker, and the ID will start with ZMD.\nCustomer: Zh-ixu1f-w\nCustomer: Zk8-bfs23nm\nHuman Agent: Thats not the right ID number, The one I will need starts with ZMD.\nHuman Agent: Is this the first time you are setting up this camera or has it been used previously?\nCustomer: Zoe13gtd9005288\nCustomer: First time for me. It was used by family\nHuman Agent: I couldn't find the camera with that ID number, could you perhaps take a picture of the ID number and send it to me into the chat?\nCustomer: ZMD13GTD9005288\nHuman Agent: Okay, while this camera is plugged in what color are the lights and are they flashing or solid?"]
["Customer: Set up\nCustomer: hi i just changed password and my cameras disappeared \nCustomer: very disappointed and all that is difficult because they are installed high \nCustomer: is there a phone number to contact support \nCustomer: agent\nCustomer: thanks\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: would like to speak with a rep\nHuman Agent: Okay, here is the calls ceduler, let me know if you have any trouble submitting a call or not. All the times are for Central time zone and it will not allow any spaces or dashes for the phone number so be sure not to put those in when trying to submit the call. \nCustomer: ok, i’m ready \nHuman Agent: Okay, did you submit yourself a call. \nCustomer: yes, thanks!\nHuman Agent: Fantastic, thank you as well."]
["Customer: U can’t speak thru these \nHuman Agent: Hello, my name is Grant. The cameras on your account are the Zmodo 1080p Indoor/Outdoor Wi-Fi cameras. Those cameras do not have 2-way audio features, so you would not be able to speak through them."]
["Customer: my camera doesn't connect to my wifi\nCustomer: I need a phone numberto speak with someone\nHuman Agent: Hi my name is Wendy\nHuman Agent: Are you needing help setup camera named sala,o9?\nCustomer: my zmodo camera doesn'tpick up the qr code and is only flashing green i triedmultiple times\nHuman Agent: I just sent you an invite to schedule a callback so you can tap on that to schedule a call\nHuman Agent: Flashing green means the camera is in setup mode\nHuman Agent: Camera named sala,o9 uses Zink setup not QR code \nHuman Agent: If it is this camera you are wanting to setup you can follow these setup instructions to setup the camera\n\nZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have a tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nCustomer: ok thanks \nHuman Agent: You're welcome"]
["Customer: Agent\nCustomer: Good morning grant\nHuman Agent: How can I assist you?\nCustomer: Continuing from yesterday \nCustomer: I replaced the power with to the OEM zmodo power source\nCustomer: After some minutes, it did the solid green cycle a few times.\nHuman Agent: What is the output of the power adapter? We have a few different power adapters.\nHuman Agent: The light changes back to solid green without you unplugging the camera and plugging it back in?\nCustomer: One big difference is that the internal clicking of the camera was very rapid for 30 seconds, then shut down\nCustomer: Blue to solid green with out unplugging it. I even moved the camera next to the router.\nCustomer: Could it be a hardware probably?\nHuman Agent: The distance from the router would not matter. If it changes to solid green while it is still plugged in, then that means there is a power issue. That is what we were working to resolve yesterday. What is the output of the power adapter?\nCustomer: The original was 2.0a. the zmodo from the working camera is 1.0a\nHuman Agent: Is it a 5V1A power adapter?\nCustomer: Yes\nHuman Agent: And it is the power adapter that was powering a working camera previously?\nCustomer: Yes \nHuman Agent: And it is not plugged in with an extension cord or to a power strip, correct?\nCustomer: It is not \nCustomer: Model tge08\nHuman Agent: Then, unfortunately, that would indicate it is an issue with the camera. Since we know the power adapter works, then it would be the camera that is having power issues. Unfortunately, there is not anything else to try to troubleshoot.\nHuman Agent: What device is that model for?\nCustomer: How do find the model of the camera?\nHuman Agent: The indoor cameras are the Zmodo Mini Pro cameras. We sell them at zmodo.com and on Amazon.\nCustomer: That's what I have\nHuman Agent: Oh, I apologize, you meant where do you find the model on the camera itself. It would be on the back of the camera. You sent a message \"Model tge08\". So I asked what model that was that you were sending.\nCustomer: That was the model of the cord\nHuman Agent: Okay, that is not important. It is just the power output of the adapter.\nCustomer: I do not see any model number on the  camera\nHuman Agent: That is fine. I do not need the model from your camera.\nHuman Agent: There are four cameras on your account. All four will use the same power adapter.\nCustomer: Some use different ones\nHuman Agent: But the model for the cameras will be on a sticker on the back of the camera. Often it is on the screw that holds the stand to the camera.\nCustomer: Yes, 4 on my account and only this one is malfunctioning \nHuman Agent: We have made many different types of cameras and some will use different power adapters. However, all four cameras on your account use a 5V1A power adapter.\nHuman Agent: Yes, and as I mentioned after the testing you did with a working power adapter, unfortunately, that would indicate it is an issue with the camera. Since we know the power adapter works, then it would be the camera that is having power issues. Unfortunately, there is not anything else to try to troubleshoot.\nCustomer: Aaa...the screw\nCustomer: Zh ixy1d\nHuman Agent: Okay, that is fine. As I mentioned, I do not need the model for the camera. All four of the cameras on your account require the same power.\nCustomer: Camera hardware issue?\nHuman Agent: Yes, and as I mentioned after the testing you did with a working power adapter, unfortunately, that would indicate it is an issue with the camera. Since we know the power adapter works, then it would be the camera that is having power issues. Unfortunately, there is not anything else to try to troubleshoot.\nCustomer: Any way to repair the camera?\nHuman Agent: No, if it is the camera, then unfortunately, there is not anything else to try to get it to remain powered on properly.\nCustomer: Any tutorials for opening the device?\nHuman Agent: No, we would not be able to support you opening the camera and trying to repair it.\nCustomer: I will be patient and observe if it comes back on by itself like it has in the past days\nCustomer: Thank you\nHuman Agent: You're welcome."]
["Customer: How can I connect my new WiFi to my meShare camera\nCustomer: Can you please send me how to do this\nCustomer: Wher is on screen instructions \nHuman Agent: Hi my name is Wendy\nHuman Agent: Are the indicator lights on cameras named register, back store, front store, and back outside blinking green right now?\nCustomer: I’m not sure I am outside\nCustomer: I will go and check \nHuman Agent: okay please check what color the indicator lights are and are the lights blinking or solid.\nCustomer: But can you please give me all information \nHuman Agent: First I would need to know what  color the indicator lights are and are the lights blinking or solid."]
["Customer: Troubleshooting\nCustomer: Can you reset a camera for me?\nCustomer: Can you test if you can see my camera\nCustomer: Is there a customer service number I can call\nCustomer: Agent\nCustomer: I have a camera that is 200 miles away from me and has gone unresponsive.  In the past zmodo has been able to remotely reset the camera for me. Can you do that?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is the camera you are trying to reset tied to this account?\nCustomer: Yes\nHuman Agent: Okay, is it the camera named LBI crawlspace?\nCustomer: Yes\nHuman Agent: That camera is offline, Offline cameras cant be reset, this is because right now its not getting any internet. If I try to do a reset from my end it just wouldn't work and make it to the camera unfortunately due to that, also a reset would mean you would also have to set the camera back up which would also require being at the location as it cant beset up remotely. \nCustomer: Boo that is too bad :-(\nHuman Agent: Do you have anyone who can go or be at that location where they could try rebooting the camera by unplugging and plugging it in or try rebooting the router by unplugging and plugging it in?\nCustomer: Is there anything else we can try? I know the internet is on and working at that location b/c I have several other cameras there.\nCustomer: Someone was there yesterday and tried plugging it in and unplugging it for me. Unfortunately, a contractor had accidentally unplugged it several months ago and it stayed unplugged for all that time. When it was plugged back in, it did not reconnect.\nHuman Agent: well normally when camera's are offline we would have you check the lights on the camera to see how its reacting, it could be that it dropped offline due to a power issue, or it could be that the camera just needs to be rebooted (unplugged and plugged back in) so it can reconnect. \nCustomer: Ok, I guess there is nothing that can be done until I can get out there myself\nHuman Agent: Flashing green, or blue lights mean the camera is in setup mode, Solid green lights when first plugged in are fine, but if its staying solid green that indicates a power issue, and if there are No lights then you would check that none of the IR lights come on when you make it dark, if no IR lights come on then you would check the outlet and the cameras cord (can swap it with one of the working cameras) If the camera is a Solid blue that means the camera is connecting to the network, but if you cant view it live that means its not getting any itnernet and you would first try rebooting the rotuer. The lights on the cameras really can tell us allot about how the cameras reacting and what's wrong to troubleshoot. \nCustomer: OK, great thank you for the information. This will be useful.\nHuman Agent: I would advise taking a screenshot of this, that way you have it for the future when you or another person is there, as when the chat closes that info will go away\nHuman Agent: You can also feel free to contact us while you are there as well if its during our working live chat hours. Mon-Fri 9AM-7:50PM central timezone.  \nHuman Agent: Any other questions before we go?"]
["Customer: Speak with agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Hello. My name is Darwin\n\nCustomer: Ok , we had our electric company was working on our street about 3 weeks ago and we have not had our cameras working since\nCustomer: We have reset them several times but cant seem to get them to work \nCustomer: Hello\nHuman Agent: Okay when you look at the lights coming from the cameras what is the color and are they flashing or solid?\nCustomer: Red. Hard to see in sun light \nHuman Agent: are you able to get close to any of the cameras and cup your hands around the front to shield the light and peak in to see the lights at all?\nCustomer: Ok i will look\nCustomer: No lites\nHuman Agent: Okay if there are no lights that means the camera is not receiving any power more then likely, are you able tot ry checking the cameras cord or the outlet the camera is plugged into? \nCustomer: Yes i did and power outlits work on all of them . Just no camers work\nHuman Agent: Okay, the cameras not booting up, it would be either an issue with the cord itself on the camera (which can be swapped out) or worst case its an issue with the camera itself. \nCustomer: Well i just looked and all 4 cameras outside does not have any lights on them\nHuman Agent: Do you have any other Male Micro USB cords in your home that you could perhaps use with the cameras to try testing them to see if it is only a cord issue or if its the cameras themselves?\nCustomer: They have been outside for about 4 or 5 years never an issue until now \nHuman Agent: Cameras when on or offline will always have a light, when they get power, it would be Green or blue. \nCustomer: Ok i brought one in and plugged it in and no lights . So our wifi is hooked up and to me its not linked somehow \nHuman Agent: are you able to send me the camera you took downs ID number? this will be on the cameras sticker and start with ZMD. \nCustomer: Can you look at our account or see if cameras are good or something \nCustomer: ZMD14H7G4000158\nHuman Agent: There are no cameras tied to this account youa re contacting from currently. This camera yous ent the ID of is bound to another account however its showing as offline still and that means its not getting any internet.\nHuman Agent: Can you try unplugging the camera then plug it back in and watch for any lights, when cameras are booting up they will have a solid green light and the red IR lights will also flicker on and off typically. \nCustomer: I did that and we get nothing\nCustomer: It should be under Audrey Glickman \nEmail is : augie299@gmail.com \nPhone is : 847 477 4964 \nHuman Agent: The cameras are tied to an account created with the 8474774964 phone numebr, not with an email. \nCustomer: Ok thanks my phone number \nHuman Agent: I know you sent it above. Is there a reason you sent the accoutn info?\nHuman Agent: If you swapped the cord on the cameras, and changed the outlet as well and the cameras still have no lights that means the cameras are broken unfortunately.\nCustomer:  It seems that on my phone.The account is under my phone number but to log in to the account on my husband's phone.It's apparently my email address periodI believe 2 of the cameras are paid for annually and the others are paid for monthly point. Is it possible to simply cancel all of the accounts and start over as it seems? The cameras are simply not operational.\nHuman Agent: An account can only be created with an email or a phone number when originally made. You have two accounts created, one with the phone number which all the cameras are bound and then the second account which is this one you are currently contacting from which has no devices and was created with an email.\nHuman Agent: The cameras though reguardless which account theya re bound to are not booting/powering up as they should be.\nHuman Agent: this is not fixable and means they are unfortunately broken.\nCustomer: Ok not sure how that happened. How do I go about canceling both accounts completely as well as payments to both cameras? I believe I pay annually for at least two of the cameras possibly four period and monthly for the others\nHuman Agent: Okay I can cancel all of those for you, One moment while I work on that for you.\nCustomer: Great thank you so much\nHuman Agent: I got them all canceled for you sucessfully, the will no longer renew in the future for you.\nHuman Agent: Thank you and I hope you have a great day, goodbye.\nCustomer: Great, thank you so much.I appreciate all of your help. is there by chance a refund for unused portion for the cameras that I pay for annually?\nHuman Agent: Unfortunately, cloud service charges are non-refundable so that would not be possible. If you get any of our cameras in the future though and there is still time available from the subscription we can move the leftover time onto other devices for you if you contact us again.\nCustomer: Thank you so much.I will keep that in mind period do you happen to know how much time is still available\nCustomer: And was that 44 cameras or two question mark\nCustomer: 4 devices ot two\nHuman Agent: 8/27/2025 for 4 cameras end service date. and for the other two cameras the end service date is 1/28/2025\nCustomer: Perfect.I won't need to worry about it then.Thank you so much\nHuman Agent: No problem happy to help have a great day."]
["Customer: My camera labeled door is not working well it's slow to load and often says timed out instead of showing anything and my third camera has not worked since I last spoke with support and you have been charging me for it even though it's inactive \nCustomer: How do I power cycle the first one off?\nHuman Agent: The camera named \"Door\" on your account goes online and offline frequently. That is typically caused by network connection issues. First you may want to check that the antenna is still screwed in securely.\nHuman Agent: The two most common causes of network connection issues are upload bandwidth and signal strength at the camera."]
["Customer: need live agent\nCustomer: ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: my cams not working\nCustomer: i unplug and won show anything\nHuman Agent: Okay, is this a new camera or one you previous had set up?\nCustomer: no it worked before lights are blue\nCustomer: no vid\nCustomer: restatrted modem\nCustomer: rescanned also\nHuman Agent: OKay, Once the rotuer is back up reboot the camera and elt me know if it turns solid blue again or now. \nCustomer: its blue\nCustomer: hello\nCustomer: are you still there\nHuman Agent: if the camera is turning a solid blue that means tis connecting to the router, but its showing on my end that the cameras are not getting any internet, the routers firewall could be stopping the cameras from getting internet or the router itself may be having trouble itself. \nCustomer: nope im online same router\nHuman Agent: Do you only have a router or do you use wifi extenders at all?\nHuman Agent: If the cameras solid blue that means tis connecting, just whatever its connecting to is not giving it any internet to come online. \nCustomer: just router im on pc same router worked fine before\nCustomer: yeah i no \nCustomer: what happen to call number\nHuman Agent: The cameras use 2.4GHZ wifi, even if other devices are working it could be that you have a duel router and the 5GHZ is working fine but there is trouble with the 2.4\nCustomer: ive had this over yr work fine all this time\nHuman Agent: We do not have a phone number you can call, but we do have outbound calling that is done via scheduling, I can send you the call schedule if you would rather troubleshoot over the phone that's no problem \nCustomer: meshare idid before\nCustomer: ok your not helping\nHuman Agent: We no longer have inbound calling only outbound. \nCustomer: ok i new you used to\nCustomer: how do we fix this\nHuman Agent: Yes we did have it in the past, but unfortunately no longer. \nHuman Agent: I sent the call scheduler into the chat now so you can schedule a call if you would like to have phone support, let me know if you have trouble with the scheduler at all."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Alert notifications to phone not working \nCustomer: -1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. If you go to the event tab of the app, do you still have events there? And are you getting no notifications at all or just not as many as you would like?\nCustomer: I completed the app settings and phone settings updates. Still no notifications to my phone. \nCustomer: I can see all of the alerts in the app under the events section. \nCustomer: I'm not getting any notifications at all."]
["Customer: Set up\nCustomer: Have a different internet service now how you do hook up the cameras to the new router?\nHuman Agent: Hi my name is Wendy.  The cameras will need to be setup to the new wifi info.  Are the indicator lights blinking green right now on the cameras?\nCustomer: Will I have to delete the cameras to connect to the new router?\nHuman Agent: Hi my name is Wendy.  The cameras will need to be setup to the new wifi info.  Are the indicator lights blinking green right now on the cameras?\nCustomer: Let me check\nHuman Agent: ok\nCustomer: I don’t see any lights\nHuman Agent: You are looking at cameras named doggie cam and living room?\nHuman Agent: You should see a blinking green or blue light on both cameras.\nHuman Agent: Sorry. you have cameras 1-6 right?  The indicator lights are inside the lens.\nHuman Agent: Cup your hands around the lens of the camera to see the indicator light easier\nCustomer: These cameras are outside and I can’t see any lights. We are thinking we have to take them down.\nCustomer: Green light is blinking \nHuman Agent: okay great.  blinking green means the camera is in setup mode.\nHuman Agent: ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nCustomer: Ok what next\nHuman Agent: ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\nCustomer: Ok we will try that . Thanks\nHuman Agent: You're welcome"]
["Customer: My devices are not working properly they have been on a frozen screen since July \nCustomer: There is no lack of power or network \nCustomer: How do I get they’re assistance \nCustomer: Can you read the previous comments \nCustomer: Can I have technical assistance phone number \nHuman Agent: Hi my name is Wendy.  Cameras named back & front show offline.  What color are the indicator lights on the cameras? and are the lights blinking or solid?\nHuman Agent: I just sent you an invite to schedule a callback if you prefer to speak with a phone agent\nCustomer: The color is green on both \nHuman Agent: Is the green light blinking green or solid green?\nCustomer: Blinking \nHuman Agent: Blinking green means the cameras are in setup mode and need to be setup in order to get them back online.\nHuman Agent: Both cameras use Zink setup\nHuman Agent: ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nCustomer: Ok the front is up by the roof and the back one is also high up with no access to either one. This problem has happened before and someone did whatever they had to do on their end and they went back to normal \nHuman Agent: I can't do anything remotely to offline cameras.  You can try setup where the cameras are mounted but if you have trouble moving them close to your router can help get them setup\nCustomer: There’s no way to move the cameras\nHuman Agent: okay try setup where the cameras are mounted.  \nHuman Agent: Both cameras use Zink setup\nCustomer: I can’t seem to be able to get anything done \nHuman Agent: Where do you get stuck in Zink steup?\nCustomer: I can’t even get to that \nHuman Agent: okay where are you? or what are you looking at?"]
["Customer: I have tried everything the other live chat told me to do and it don't work.\nCustomer: I have tried how do I reach them.  Can someone call me at 423-605-9422\nCustomer: Where do I type agent and wher do I press Customer Care Agent I tried\nCustomer:  can you give me the correc email address where I can reach support.  I try to reply back when I receive an email from them and it says not correct email \nCustomer: Well I have had it.  I guoess I am just going to have to turn this over to the BBB.  \nCustomer: 1\nCustomer: Yep thats what it looks like I will have to do.  I ihave tried ever way to reach support and they will ot give me anyo support.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I cant see your previous chat history as you are contacting as a Guest, How can I assist you today?\n\nCustomer: I need the correct email address for support.  I have tried everyone that I have received an email from and it sayos no surch address\nHuman Agent: Okay, you are not able to reply to the automated emails as they are not the actual support email so that may be the issue you are running into there. \nHuman Agent: The support email is Support@zmodo.com \nCustomer: Yes and that is crazzy if I receive an email I should be able to just hit reply and reply back to that same email that I received it from.  So how do I \nHuman Agent: It says on the automated emails themselves you cannot reply to them.\nCustomer: thats crazy . for instants I received an email responding to an email that I sent  so I should be able to respond back to it.  I ave used email for many years and this is hw yu do it. \nHuman Agent: Is this issue you are experiencing today something that I can help try and assist you with through chat support at all? \nCustomer: It looks like zmodo just will not give support any more so I may have to cancel amd get dofferemt camera.   It shouldn' be this hard to get support. \nCustomer: I wish you could that Is what I'm trying to do. \nHuman Agent: We have more forms of support now then previously. We have email, chat support, and phone support. \nCustomer: NO you DO NOT have phone support.  I have tried all the forms that you meantioned\nCustomer: can you give me the number for phone support\nHuman Agent: We do have phone support, its outbound calling only that's done via scheduling so I am happy to scedule you for a phone call if you prefer that for troubleshooting, do you want me to schedule you for a phone call for support or would you prefer email or chat support instead?\nCustomer: Wjew! Yes please schedule a support call.  \nHuman Agent: Okay, to schedule you I will need your name, phone number, email, brief description of the issue.  \nCustomer: Patricia DeLashmitt\nCustomer: 423-6059422, craftypatd@epbfi.com,  When I click on a notification I can not see what is shown in the brief notification.\nHuman Agent: Okay, One moment.\nHuman Agent: The soonest I can schedule you for today is for the 1-2PM central time zone call block, will that time work for you?\nCustomer: yes\nHuman Agent: Okay perfect. I scheduled you successfully, keep an eye out for the call it will occur between 1-2 central time for us to troubleshoot with you for this issue. Any other questions before we go today?\nCustomer: yes I answered\nHuman Agent: Okay perfect. I scheduled you successfully, keep an eye out for the call it will occur between 1-2 central time for us to troubleshoot with you for this issue. Any other questions before we go today?\nCustomer: I fthis works you have been more helpful than anone.  Thanks\nHuman Agent: Great! I wish you luck and we will talk to you soon, Have a beautiful day. \nCustomer: Yes I have another questionn.  I just tried again tho sen an email to the email that you said\nCustomer: and it says the server rejected the email. \nHuman Agent: Okay, I just checked and the email is working on our end as normal, would there perhaps be a typo in the email? If not I can cand you an email instead to see if that works for you. \nHuman Agent: Also if you can take a screenshot or a photo of that email you sent and send it to me in the chat. \nCustomer: please send me an email with the correct email address that I can reach support.  My email ie craftypatd@epbfi.com\nHuman Agent: I have now sent you an email. Are you able to take a screenshot of the other email you sent out and send that to me either through chat or email at all?\nCustomer: Thanks i received this email so if I just hit reply will it sent to support. \nCustomer: I have done this and sent and they say theiy can't read them etc etc etc it has been crazy\nHuman Agent: If you hit reply it typically will always come to me, if you copy the email and you create a new email chain instead it will go to any of the support agents. \nHuman Agent: The type of file you sent before was in a format for the file that we are unable to open properly to view, an agent named Wendy replied 2 hours ago to that message and let you know that it would need to be a different format for us to be able to view and open it properly.\nCustomer: I tried to copy and past them but still didn't work.  Hm I think I had Support@mesaher.come.  I guess you have changed your email at some point and it wasn't udated in myi contacts.\nHuman Agent: Support@meshare.com and Support@zmodo.com both work fine for avenues to receive support. \nCustomer: I looked again & I do have the correct email on the ones I sent a bout this issue.  ???\nHuman Agent: Okay, this can be an issue that we address in your phone call as well later on for support, there are some tests we can have you do/try, I will add this to the call schedule notes so we can help troubleshoot this issue with you as well. \nHuman Agent: I added those notes now, Have a great day and keep an eye out for that phone call later at 1-2 central time so we can troubleshoot further for both issues. \nCustomer: thanks.  I will be waiting for the call."]
["Customer: Device not updating firmware and connecting\nCustomer: Did that\nCustomer: It didnt work 3x now\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Okay\nCustomer: Tried force quitting\nCustomer: Then tried again...still a failed update\nCustomer: Still want the zmd?\nCustomer: Hello?\nHuman Agent: Yes please"]
["Customer: Troubleshooting\nCustomer: My cameras are not working after power outage. . I’ve tried everything. Qrcode , reset , powered off router, I deleted the cameras and tried to add , but no luck \nCustomer: This is frustrating, what is the manufacturer support phone number\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: I can’t get my cameras online , I’ve tried all the steps with no luck . \nHuman Agent: What are the IDs on the cameras?\nCustomer: I’m going to get them , this will take a little time\nHuman Agent: okay thank you\nCustomer: Breezeway - zmd13hpda238668, zmd19g1hc2794-back,zmd13hpda238664, driveway camera sticker is damaged, I can’t read it"]
["Customer: The cable that is routed into my camera is damaged and I would like to replace it as well as the rest of the power cord\nCustomer: I only see the feed wire up to the camera connector. I need the cable into the camera\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Unfortunately the cable attached to the camera itself is not replaceable."]
["Customer: Was chatting with Wendy\nCustomer: Zmd14fjh3001261\nCustomer: Greet is not motion recording the 10 second\nCustomer: It was working all this time except for 2 day ago\nCustomer: That is no basic aletr\nCustomer: No basic alert\nCustomer: Can.era I side is working fine\nCustomer: The zmodo greet is not but I could view outside\nCustomer: Yes I need help\nCustomer: I could view thru my cell the zmodo greet but it doesn't record \nCustomer: Everything is working  Network \nCustomer: It was working fine untill 2 day ago \nCustomer: It doesn't work in any of my devices the basic alert in the zmodo greet in the small inside camera everything is working fine\nCustomer: I have turn on a d turn off notifications and still nothing \nCustomer: I send you the ID maybe you could check on your end\nCustomer: I just went outside an I could see my self\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  I just now took over the chat and tried to look up the ID you sent earlier in the chat which was Zmd14fjh3001261, I was not able to find it in the system though, would it be possible for you to take a photo of the cameras sticker and send that to me to try looking it up from my end again. I also would like to get the model for this unit as well, ti should be on the same sticker on the camera so it will be in the photo when you send that. \nCustomer: But no event record \nCustomer: Zmd14gjh3001261\nCustomer: This is the right id\nCustomer: Zmd14gjh3001261 are you checking this id\nHuman Agent: Okay I found it this time. One moment while I look up the devices details\nCustomer: Ok thanks\nCustomer: If I stand in front of the greet I could see my self but no even recorded \nCustomer: Could you erase everything in the evens for now\nHuman Agent: Okay, I would liek to try something, I want to have you try rebooting the doorbell, to do this you would remove the face of the camera from the doorbells bracket, then press and hold the doorbells ring button until the lights go out, that will mean the camera has drained of power, after that you would press the doorbell one more time to make sure it does not ring, if it does not then put the doorbell back on the bracket and watch the lights, Once the lights are a solid blue try moving around infront of the camera and tell me if any alert pops up on your phone, if it does not check the alert section and see if there is still no alert and let me know\nCustomer: Am handy cap give a min ok\nCustomer: Right now is no light \nCustomer: Removing the face\nHuman Agent: Okay\nCustomer: Light I. Green\nHuman Agent: Okay, press and hold the doorbell button until the green light goes out."]
["Customer: Can I talk to someone\nCustomer: Phone number\nCustomer: Agent\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: My camera isn't working it has poer\nCustomer: Power\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I 181317505379\nHuman Agent: There is not a camera with that ID coming up. Can you try sending it again or send a picture of it?\nHuman Agent: Or can you tell me what the email address is for your account?"]
["Customer: Troubleshooting\nCustomer: I need you  to troubleshoot camera 3\nCustomer: Camera 2 is not working\nCustomer: Troubleshooting\nCustomer: Revoot camera 2\nCustomer: Reboot camera 2\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the light status of the camera? I would need to know color of the indicator light and whether it is blinking."]
["Customer: I don't find de forget password button \nCustomer: I don't remember my old phone number \nHuman Agent: Hi my name is Wendy.  \nHuman Agent: You don't remember the account phone/email?\nHuman Agent: Please provide the device ID of the camera/s  you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: Wear I have to go to put mi new internet \nHuman Agent: Are you trying to setup camera named from door?  ZMD15INI4228415?\nCustomer: Hello \nCustomer: Yes\nHuman Agent: Hello.\n\nAre you trying to setup camera named from door?  ZMD15INI4228415?\nHuman Agent: What color is the indicator light on the camera? and is the light blinking or solid?  The red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid.\n\nCustomer: To setup the new internet \nHuman Agent: What color is the indicator light on the camera? and is the light blinking or solid?  The red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid."]
["Customer: Troubleshooting\nCustomer: Does not recognize the QR code\nCustomer: -1\nHuman Agent: Hello my name is Wendy.  Are you wanting to setup cameras named front & back?\nCustomer: Doesn’t recognize the QR code\nCustomer: I am holding the QR code up to the camera and it is not recognizing it\nCustomer: Yes trying to get the cameras working\nHuman Agent: What color are the indicator lights on the cameras? and are the lights blinking or solid?\nCustomer: Green blinking \nHuman Agent: Could you please go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location?\nCustomer: Yes it is \nCustomer: While using the app is checked and precise, location is on\nHuman Agent: Okay please go through setup again - let me know if the indicator light only blinks green or does it flash between green & blue during setup"]
["Customer: To hear sound of my camera I have to have a subscription\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The chat bot is incorrect, the cameras you have on the account do not have a microphone that is why there is no audio\nCustomer: So even if I get the subscription I won't be able to hear off the camera or talk on the camera\nHuman Agent: yes, the camera itself does not have a microphone built in. \nCustomer: I didn't know they didn't have a microphone\nHuman Agent: yeah, for two way audio the camera would need a microphone and speaker, this model of camera does not have that. \nCustomer: It didn't say on the description that the cameras don't have a speaker or microphone \nHuman Agent: The caemra itself if it had a microphone or a speaker would list that in the device features and the details. It wont list what it lacks, only what it has."]
["Customer: Just asking a question about my carma dose it have sound on it \nCustomer: On my phone \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Your cameras do not have audio at all\nCustomer: Trying to find out if I can hear sound on my mobile app because it have a sound button on it but can't push it down I need a monitor\nCustomer: Do y'all have some whit sound on them\nHuman Agent: The sound button will show, but you cannot push it because the cameras don't have audio\nCustomer: Ok\nHuman Agent: Our indoor cameras support audio, none of the outdoor cameras have audio though."]
["Customer: No se puede cargar una cámara \nCustomer: Parpadea la luz verde pero no reconoce el QR\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. Primero tendré que buscar el dispositivo. ¿Pueden enviarme los números de identificación y el modelo de las cámaras? La identificación comenzará con ZMD o GSG, no con fccid.\nCustomer: Y como ingreso la identificación manual en vez del QR\nCustomer: ZMD\nHuman Agent: Primero tendré que buscar la cámara para saber qué opciones de configuración tiene. Necesito el modelo y el número de identificación para hacerlo.\nCustomer: ZMD19G1IHC15615\nHuman Agent: Esta cámara puede utilizar el código QR o la configuración Zink. ¿Has probado ya la configuración de Zink con la cámara o solo la configuración del código QR?\nCustomer: Ya también realice la configuración zink y nada \nCustomer: Pueden resetear está camara a efecto de que quede habilitado el dispositivo?\nHuman Agent: \nBien, me gustaría que revisaras la configuración del código QR por mí y luego, al final, cuando llegues al código QR, toma una captura de pantalla del código y envíamela al chat para revisarla.\nCustomer: Ok\nHuman Agent: No, la cámara está desconectada, no hay forma de restablecerla de forma remota"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Agent \nCustomer: Hello my camera doesn’t work and updating fails each time \nCustomer: It goes too long\nHuman Agent: Hello, The camera named Grooming is currently offline, it wont be able to update while it is offline. Can you take a look at that cameras lights for me and tell me what color they are and if they are flashing or solid lights as well?\nCustomer: Sure\nCustomer: It’s blew green\nCustomer: Blue green\nHuman Agent: okay, Is it solid or flashing?\nCustomer: Now flashing green\nCustomer: And blue\nCustomer: Now just blue \nHuman Agent: Okay, that's a good sign, That should means its connected to the internet again but Let me look up the camera again to check, just keep an eye on the lights and let me know if they change again at all.\nHuman Agent: Yes, that camera is reconnected to the network again. would it be possible to perhaps bring the camera closer to the router, then try to update it?"]
["Customer: Troubleshooting\nCustomer: Do I have to delete my device to reset \nCustomer: How do I add my camera back into my account \nCustomer: I’m having trouble using Zink. It’s not recognizing my SSIS and password \nHuman Agent: Hi my name is Wendy.  The offline cameras connected to this email use QR code setup.\nHuman Agent: except for ZMD12JP68232431 Shed -this one uses Zink\nCustomer: When reconnecting my device the screen doesn’t recognize my SSID and password \nHuman Agent: make sure you are entering your 2.4GHz wifi name and password correctly -they are case sensitive.\nHuman Agent: QR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: Ok. One device is working so I’m assuming it’s 2.4 ghz\nHuman Agent: okay great.  Please setup all your cameras with QR code setup.\n\nZMD12JP68232431 Shed -this one uses Zink setup.\n\n\nCustomer: Will an extender serve as the modem\nHuman Agent: Do you have a separate 2.4GHz wifi channel for the extender? or does the extender just boost your router's wifi signal?\nCustomer: boost\nHuman Agent: okay so you would want to enter your 2.4GHz wifi info during setup\nCustomer: is there a place to get setup info for qt code\nHuman Agent: Here are the QR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\nCustomer: thanks. I’ll give it a try. Bad news is 2 cameras are mounted so a ladder is needed. Is this because I selected reset camera on the app?\nHuman Agent: If you reset the cameras on the app that removes the wifi info that they were connected to so the cameras can be setup to different wifi.  You will need to setup the cameras again if you reset the cameras on the app.\n\nIf the cameras are close enough they may all get setup at the same time, if not you would want to move the cameras close to the router to set them up\nCustomer: Thanks for your help. Ugh. My mistake using Reset. \nHuman Agent: You're welcome!"]
["Customer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.  Did you get a new router ? or update your wifi name/password ?\nCustomer: How to change wifi\nHuman Agent: are the indicator lights on the cameras blinking green?\nCustomer: Updated internet to starlink\nHuman Agent: are the indicator lights on the cameras blinking green?\nCustomer: Yes\nHuman Agent: QR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*"]
["Customer: connect to wifi\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie, does this camera you are trying to connect or add have a solid blue light or what color and light pattern do the lights have?"]
["Customer: why i cant hear anything\nCustomer: no audio for the cameras\nHuman Agent: Hi my name is Wendy.  The outdoor bullet cameras on your account do not have an audio feature\nHuman Agent: We have Mini Pro indoor cameras that have 2-way audio:  https://www.zmodo.com/1080p-indoor-wifi-camera\nHuman Agent: and indoor/outdoor battery cams that have 2-way audio:  https://www.amazon.com/Zmodo-Security-Rechargeable-Detection-Waterproof/dp/B0DJ1LFNRP/ref=b2b_gw_d_puwl_d_sccl_1/132-6977896-3820560?pd_rd_w=2Ijr2&content-id=amzn1.sym.e29f9610-d9f9-499e-a6c0-e695a640e957&pf_rd_p=e29f9610-d9f9-499e-a6c0-e695a640e957&pf_rd_r=Z49WA1J8JR0H6B1GTQGK&pd_rd_wg=rJ8qF&pd_rd_r=2c96695b-e984-4d15-9209-98cc2bb0517f&pd_rd_i=B0DJ1LFNRP&psc=1"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Hey im trying to connect my camara how to do it cause I change wifi network \nCustomer: Yes I need more help\nCustomer: How do I set it up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZPIBH23-W\nCustomer: ZP-IBH23-W\nHuman Agent: That is the Model, not the Device ID. It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmodo\nHuman Agent: That would be the brand. On the sticker that has the Model, is there a barcode?\nCustomer: Yes\nHuman Agent: What is beneath the barcode?\nCustomer: ZMD18EQI7524496\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: I did it and still no light yet\nHuman Agent: There will be a green or blue light in the camera when it is powered on. It may be hard to see the light in the camera depending on how you have it mounted. Can you try covering the camera to block the light to the camera to see if the infrared lights around the camera lens turn on?\nCustomer: No lights \nHuman Agent: If the infrared lights are not turning on when you cover the camera, then it may not be turning on. Is the camera plugged in to an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: Extension strip\nHuman Agent: Then can you try plugging the camera in directly to a wall outlet? And if you have it mounted, try bringing it down where it will be easier to troubleshoot and see the lights inside of the camera.\nCustomer: Still no lights\nHuman Agent: Is the camera plugged in directly to a wall outlet? And is the camera inside and close to the router?\nHuman Agent: I want to let you know that the Live Chat support will close in 9 minutes. If we run out of time, then I will send you an invitation to schedule a callback appointment.\nCustomer: Yes outside\nHuman Agent: Oh, you still have the camera mounted outside?\nCustomer: Yes\nCustomer: Ok is fine\nHuman Agent: Alright, are you able to bring the camera down from where you have it mounted so it is easier to troubleshoot and see the lights inside of the camera?\nHuman Agent: Also bringing the camera next to the router can help with the setup.\nCustomer: Ok sounds good \nHuman Agent: The Live Chat support will be closing for the evening. You can tap on Schedule Call if you would like to make a callback appointment.\nHuman Agent: The Live Chat support will be closing for the evening. You can tap on Schedule Call if you would like to make a callback appointment."]
["Customer: My camera won’t show live view \nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie., What is the name of the camera you are not able to see the live video for?\nCustomer: When I hit live view it says update but it won’t update \nCustomer: Ms Krj is name on the camera that I’m trying to get live view \nHuman Agent: Okay, How far away is the camera from the rotuer, if you are trying to update it and its failing it sounds like its because of a netwrok or power interuption with the camera, can you bring the camera closer to the rotuer then once its online try the update again?\nCustomer: The camera is online when I hit playback. I can see everything but when I hit life and update it just continues to buff.\nHuman Agent: Okay, if its not updating try closing the entire app then open it and try again, if it still fails let me know.\nCustomer: Ok\nCustomer: It’s still failing \nHuman Agent: Okay, how far away is the camera from the router?\nCustomer: I have a camera at the front door and my router is in the bedroom \nHuman Agent: I dont know how far that is, can you give me a feet estimate?\nCustomer: Estimated 40 feet\nHuman Agent: We will be closing at 6PM central time which is in 10 minutes. I can follow up via email or I can send you the call sceduelr if you prefer to troubleshoot over the phone, for the callback so you are aware we only havei english spport and the sceduler only lets you scedule with an american number if you prefer, or we can just chat until 6PM what would you like to do?\nCustomer: You can schedule a call back \nHuman Agent: Thats way too far including the many walls its probably more like 50 feet or more to the camera if there's at least 2 walls and the camera is failing due to that, can you bring the camera closer to try the update again.\nHuman Agent: I send you the call sceduler in the chat for you to submit a callback, dont put any dashes or spacing in the number or else it will not submit.\nHuman Agent: We will be closing at 6PM central time which is in 10 minutes. I can follow up via email if you prefer, or we can just chat until 6PM what would you like to do?\nHuman Agent: Sent the call sceduler now"]
["Customer: Troubleshooting\nCustomer: video not working\nCustomer: live support\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: i don't know, it's a dorrbell with a camera built in\nHuman Agent: Okay, can I have the email address for your account?\nCustomer: davidmglickman1@gmail.com\nHuman Agent: Alright, the doorbell is offline. What light do you see on the doorbell?\nCustomer: i don't know if it's offline, i get notifications, but i cant see the video\nCustomer: i ttimes out\nHuman Agent: What I am saying is that the doorbell shows offline. What light do you see on the doorbell?\nCustomer: i'm saying it's not offline\nHuman Agent: Okay, that is fine. Can you tell me what light you see on the doorbell?\nCustomer: i can go down and check the lights\nCustomer: a blue rimg\nHuman Agent: Is it solid blue or flashing blue?\nCustomer: solid\nHuman Agent: If the light is solid blue, but it is showing offline and not giving you video footage, then that means that it likely does not have a good connection. The two most common causes of network connection issues are the signal strength at the camera and the upload bandwidth.\nCustomer: there's a rounter 15 feet away\nCustomer: where does it say it's offline?\nHuman Agent: The upload is probably the easiest to test. You can test the upload speed of the Wi-Fi network that the cameras are connected to. Make sure that your phone is connected to the same 2.4 GHz network that the cameras are connected to. You can use this website https://fiber.google.com/speedtest/ to test the speed of your network. It will test a download and then an upload speed.\nHuman Agent: Distance is not the only thing that matters for signal strength.\nCustomer: i've had this for 4 year\nCustomer: what makes you think it says offline?\nHuman Agent: It shows as offline when I look up the camera in our system.\nCustomer: so how am i getting pictures on my phone?\nHuman Agent: As I mentioned, it likely does not have a good connection. The two most common causes of network connection issues are the signal strength at the camera and the upload bandwidth.\nCustomer: ok, i'll go check the signal strength and bandwidth. be right bacl\nHuman Agent: To test signal strength, you can download an app on your phone. If you are using Android, then you will want to download an app called Wifi Analyzer. If you are using iOS, then you can download an app called Airport Utility. You can use these apps to test the signal strength from your Wi-Fi near the camera.\nHuman Agent: You will want to be outside with the doorbell and have your phone as close to the doorbell camera as possible.\nHuman Agent: You can test the upload speed of the Wi-Fi network that the cameras are connected to. Make sure that your phone is connected to the same 2.4 GHz network that the cameras are connected to. You can use this website https://fiber.google.com/speedtest/ to test the speed of your network. It will test a download and then an upload speed.\nCustomer: 13.4 upload\nCustomer: are you still there?\nHuman Agent: Yes, I was waiting. You gave me an upload speed, which would be sufficient if there is nothing else using the upload bandwidth.\nCustomer: what next?>\nCustomer: when i ring the doorbell my app doesnt activate\nHuman Agent: Did you test the signal strength?\nCustomer: no\nHuman Agent: Then that would be what you want to test now.\nCustomer: ok\nCustomer: -44\nHuman Agent: That is -44 dBm with your phone outside with the doorbell? And what is the channel on the network?\nCustomer: yes, 11\nHuman Agent: Alright, then you will want to restart the doorbell. You can take it off of the bracket and hold down the button until the light turns off. Wait 20-30 seconds after the light turns off and the put the doorbell back on the bracket. You should see the light change to a solid green when you first place it on the bracket and then it will reconnect.\nCustomer: i did\nCustomer: no chnage\nHuman Agent: Okay, can you try it again? And when you do, could you give me the Device ID of the doorbell? It will be on the back of the doorbell, so you can get it when you take it off of the bracket.\nHuman Agent: Do you have any Wi-Fi extenders or a mesh network?\nCustomer: yes mesh\nCustomer: now i can see live feed\nCustomer: zh cjaedf\nCustomer: cjaed\nHuman Agent: That is the model, but that is fine. It looks like the camera is online now.\nCustomer: ok\nCustomer: i recieved a new camera today, but it was supposed to be wireless\nCustomer: but requres me to plug it in?\nCustomer: hello?"]
["Customer: My doorbell camera is not saving all events, and the events that it does save to the cloud are unaccessible \nCustomer: customer service\nCustomer: My doorbell camera is not saving all events, and the events that it does save to the cloud are unaccessible \nCustomer: It's been happening for weeks now.  I just now am reporting it\nHuman Agent: It looks like the doorbell is going online and offline frequently. That is usually caused by a network connection issue, but it could also be a power issue.\nHuman Agent: The two most common causes are going to be the upload bandwidth or the signal strength at the camera. Are you there with the camera to troubleshoot it?\nCustomer: i am not ... i am at work\nHuman Agent: Alright, when you are with the doorbell camera, I would recommend checking the upload and the signal strength. Also, watch the camera when you move in front of it or ring the doorbell to be sure that it is not rebooting.\nCustomer: i remember hooking up the power to it from the old doorbell power leads many years ago\nHuman Agent: You can test the upload speed of the Wi-Fi network that the cameras are connected to. Make sure that your phone is connected to the same 2.4 GHz network that the cameras are connected to. You can use website link https://fiber.google.com/speedtest/ to test the speed of your network. It will test a download and then an upload speed.\nHuman Agent: To test signal strength, you can download an app on your phone. If you are using Android, then you will want to download an app called Wifi Analyzer. If you are using iOS, then you can download an app called Airport Utility. You can use these apps to test the signal strength from your Wi-Fi near the camera.\nCustomer: ok ... i will test that when i get home\nCustomer: fyi ... my other zmodo cams inside and outside the house are on the same network and doing fine.  I have one camera on the window about 3 feet from the doorbell cam and it works fine\nHuman Agent: The signal strength is going to be different at different locations, and distance is not the only thing that affects it. Also, each camera is going to use a certain amount of upload bandwidth, and the upload can change, as well. So if the upload is not sufficient for all of the cameras, then you may see cameras miss events or even go offline.\nHuman Agent: The cameras named \"Foyer\" and \"Living Room\" are currently offline and it looks like they went online and offline frequently over the last 7 days. Should those cameras be online? Or did you disconnect them?\nCustomer: oh foyer and living room are only turned on when we leave the house.  All other cameras are always on"]
["Customer: Need help with the app\nCustomer: Chat \nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?\n\nCustomer: Where's the customer care agent botton\nCustomer: Customer Service \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?\n\nCustomer: Agent \nCustomer: I need help, delayed doorbell ring\nHuman Agent: Does the light on the doorbell remain when the button is pressed? How long is it delayed?\nCustomer: 5 minutes person is gone before I  hear the ring \n\n\nHuman Agent: Does the light on the doorbell remain when the button is pressed? \nCustomer: Hello\nHuman Agent: Does the light on the doorbell remain when the button is pressed? \n\nCustomer: I'm not outside when somebody's at my door \nHuman Agent: Are you able to try it now?\nCustomer: Yes\nCustomer: The light turns green when pushed & stays on for  a few seconds \nHuman Agent: Solid green or flashing green? Then does the light shut off? \nCustomer: Solid \nHuman Agent: Okay that means the doorbell is restarting, so its losing power when the button is pressed. Can you make sure the doorbell and bracket are secure. Do you have the security screws installed on the doorbell. \nCustomer: There's ring seems to be intermittent, if I press hard I hear it immediately \nHuman Agent: Can you make sure the doorbell and bracket are secure. Do you have the security screws installed on the doorbell. \nCustomer: secure with the security screws\nHuman Agent: Are you able to remove it off the bracket to confirm none of the pins are damaged or bent. \nCustomer: Sure \nCustomer: The pins are fine not bent\nHuman Agent: Okay please remount it and try the button again to see if it still goes to solid green                                                                                                                                                                                                                     \nCustomer: Okay \nCustomer: Stays solid \nHuman Agent: Okay do you recall when and where it was purchased. If its staying solid when the button is pressed it is not something that can be changed. \nCustomer: That information should be in your files, I had two  replacements since my original purchase years ago\nCustomer: Is the light supposed to flash or stay solid because I heard the ring immediately a few times, hearing it is intermittent \nHuman Agent: It looks like it was purchased in 2018 so it is outside of the warranty period. \nHuman Agent: The light is suppose to stay solid blue. \nCustomer: Blue when pushed \nCustomer: Or Blue all the time\nHuman Agent: Blue all the time \nCustomer: Can I schedule a call\nHuman Agent: Sure \nCustomer: I scheduled a call for tomorrow thanks\nHuman Agent: Okay is there anything else I can answer today?"]
["Customer: Agent\nCustomer: I lost our conversation texts about how to fix\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account, one moment \nHuman Agent: It looks like you did not react to the conversation, I will re send the messages that were sent before \nHuman Agent: \" If you changed the Wi-Fi name, password or router you will have to go through the setup to reconnect the cameras, have you done this at all?\"\nHuman Agent: \"also, we only have outbound calling no inbound, if you would like that I can send you the call scheduler into the chat, do you want that?\"\nCustomer: I will try what you said first \nHuman Agent: Okay\nCustomer: Thank you and have a good night\nHuman Agent: No problem, have a great night!"]
["Customer: Troubleshooting\nCustomer: Not connecting \nCustomer: Help\nCustomer: Not connecting \nCustomer: No cameras connecting \nHuman Agent: Hi my name is Wendy.  What are the device IDs on the cameras you are needing help with? The device ID will be listed on a sticker on each camera and will start with ZMD or GSG\n\nCustomer: D/static_file/ac3a148488_1_20250108095911.heic\nCustomer: D/static_file/e4dbb3fd2c_1_20250108095913.heic\nHuman Agent: I didn't receive your last 2 messages.  Are you trying to send a picture?\nCustomer: D/static_file/b234e3bc13_1_20250108100000.heic\nCustomer: Yes \nHuman Agent: could you email me the picture instead?  support@zmodo.com\nCustomer: Zmd13fde2227414\nCustomer: ZMD18L9IH504143\nHuman Agent: ZMD13FDE2227414 is connected to a different email vk---@gmail.com  are you logged into the app with this other email?\nCustomer: ZMD18L9IH504142\nCustomer: That's my spouse \nHuman Agent: okay you are able to login to this other account right? you will need to setup the cameras from this other account\nHuman Agent: are the indicator lights on the cameras blinking green right now?\nCustomer: We had a internet outage \nCustomer: And they had to do a reboot \nHuman Agent: okay are the indicator lights on the cameras blinking green right now?\nCustomer: So what does he have to do\nHuman Agent: are the indicator lights on the cameras blinking green right now?\nCustomer: Blinking green \nHuman Agent: the cameras show offline.  they will need to be setup again to get them online\nCustomer: How\nHuman Agent: QR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the phone app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: Ok\nCustomer: Thank you so much for your help \nHuman Agent: You're welcome!"]
["Customer: Troubleshooting\nCustomer: Powers on, WiFi's working. the patio camera goes to blue, but my view screen shows anything. No blue dot connection, no picture. I'm pretty sure this is the case for the other camras also.\nCustomer: So I think the problems on your end. \nCustomer: NO. function!! Not pricing.\nCustomer: The cameras are working. Solid blue lights. No picture. No blue dot on the picture. \nHuman Agent: Hello, my name is Grant. If the light is solid blue, that means the camera is connected to a Wi-Fi network. However, the camera is offline, which means it is not getting internet access from the network it is connected to.\nHuman Agent: Have you changed your router, Wi-Fi name and password, or internet provider recently?\nCustomer: How do I update the app?\nCustomer: How do I refresh the live feed?\nHuman Agent: Updating the app would not be the issue. If the light is solid blue, that means the camera is connected to a Wi-Fi network. However, the camera is offline, which means it is not getting internet access from the network it is connected to.\nHuman Agent: Have you changed your router, Wi-Fi name and password, or internet provider recently?\nCustomer: No same router. No changes.\nHuman Agent: Do you have any Wi-Fi extenders or a mesh network?\nCustomer: They are connecting to the WiFi. just no pictures\nHuman Agent: Yes, that is because they are not getting internet access from the Wi-Fi network.\nCustomer: Yes I have WiFi extenders I don't know what a mesh network is. \nCustomer: I thought the blue light meant they are connected to the  wifi\nHuman Agent: Okay, so it is possible that the Wi-Fi extenders are not giving the cameras internet access for several reasons. First, lets start with the camera and work from there. Could you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nHuman Agent: Yes, the solid blue light means the camera is connected to Wi-Fi. The camera is connected to the Wi-Fi network, but the Wi-Fi network is not giving the camera internet access.\nCustomer: I have all the same wifi set up that I have had for a long time, and the cameras worked now they aren't\nHuman Agent: I understand that the cameras were working and now are not. That is what we are trying to resolve. First, lets start with the camera and work from there. Could you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: I did that, no, to green light to blue. \nHuman Agent: Okay, do you know if that camera is connected to your main router or to a certain Wi-Fi extender?\nCustomer: When plugged back in, no light, goes to blinking green light to solid blue light.\nCustomer: No, right now I brought the camera in the house and it's closest to a wifi extender\nHuman Agent: Okay, then we can try to figure out what it is connected to. Can you unplug the Wi-Fi extender that is nearby and leave it unplugged? Then with the extender unplugged check the light in the camera?\nCustomer: I moved the camera closer to the router. It went from no light to red, to blinking green and blinking blue to solid blue.\nHuman Agent: Okay, moving the camera around is not likely to help us figure out what it is connected to. Did you unplug the Wi-Fi extender?\nCustomer: Wouldn't it connect to the closest one? OK routers are unplugged. OK with the extenders unplugged it's not connecting to the wifi\nHuman Agent: No, it would not necessarily connect to the closest access point. Did you unplug just the one Wi-Fi extender or did you also unplug the router? We want to unplug them one at a time to figure out what it is connected to.\nCustomer: I unplugged the extenders. Now it's blinking green, to blinking blue, back and forth.\nHuman Agent: Okay, and your main router is still plugged in?\nCustomer: Yes. \nCustomer: Blinking blue.\nHuman Agent: So then we know that the camera is connected to the extenders and the extenders were not giving the cameras internet access. You can plug the Wi-Fi extender back in.\nCustomer: OK. \nCustomer: Now what?\nHuman Agent: Is the Wi-Fi extender rebooted and connected to your router?\nHuman Agent: What light do you see in the camera?\nCustomer: Solid blue\nHuman Agent: Then that means that either your Wi-Fi extender is not connected to your router, your router is not giving your Wi-Fi extender internet access, or the Wi-Fi extender is not giving the camera internet access.\nHuman Agent: You may want to try restarting the router now.\nHuman Agent: You can unplug the router for 30-60 seconds and then plug it back in to power.\nCustomer: OK"]
["Customer: Troubleshooting\nCustomer: I order wired spoe cameras and they won't connect\nCustomer: -1\nCustomer: They are wired cameras\nCustomer: Set up\nCustomer: No light\nCustomer: -1\nCustomer: I have a wired camera \nCustomer: It won't connect\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the model of the SPOE cameras and if they have any ID starting with ZMD? \nCustomer: It's asks me to update but will not update\nCustomer: D/static_file/64e0e4d560_1_20241016103953.jpg\nHuman Agent: This camera is fully up to date, can you send me a picture of where it has you update? \nCustomer: D/static_file/38ebc3ea53_1_20241016104221.jpg\nCustomer: When u click on it too look at it\nCustomer: It won't update \nCustomer: Or connect\nHuman Agent: The ID for the camera named Front stairs is ZMD14CV36208583 Not ZMD14JWH1000904\nCustomer: I've tried 4 different caneras\nHuman Agent: Can you confirm the camera with this ID ZMD14CV36208583 is connected to the cable and showing signs of lights\nHuman Agent: when you cover the front of the camera the red night vision light should come on. Sorry I am not sure what you mean by I tried 4 different cameras. Tried them in what manner? \nCustomer: Un plugged them and tried to re add them \nCustomer: 2 of cameras quit working \nHuman Agent: Okay, did you use new cables or the same exisiting cables? \nCustomer: You don't make replacements.any more I guess so I had to but them on ebay\nHuman Agent: Which 2 do you have plugged in right now? \nCustomer: I used existing cables\nHuman Agent: Can you provide me those IDs? \nCustomer: I have 1 unplugged\nCustomer: The west side is unplugged and I deleted it yesterday\nCustomer: The front stairs is hooked up\nCustomer: With the camera I'd I sent you\nCustomer: I added it as a seperate camera \nHuman Agent: Okay for ZMD14JWH1000904 to test if the camera has power can you cover the front of the camera to trigger the red night vision lights. Let me know if those come on. \n\nCustomer: I am unable to check that right now as I need to get on a ladder to get to it\nCustomer: But yesterday whwn I hooked it up I could hear it clicking\nHuman Agent: Okay do you see any lights on the port where the cable for that camera is connected?\nCustomer: I have 16 cameras total only 14 are working. I don't know which one it is plugged into\nHuman Agent: The camera named FRONT STAIRS on your account, is NOT the one you have plugged in right now. So can I delete that camera off the account to avoid confusion. \nCustomer: Ok\nHuman Agent: When you get a chance I recommend trying the ZMD14JWH1000904 camera on a power cable you know works to see if the issue is the cable or the camera.\nHuman Agent: Okay that camera has been removed. \nCustomer: Ok\nCustomer: So what your telling me is that the cable could be bad on the 2 cameras that don't work\nHuman Agent: Yes possibly\nCustomer: Well damn I ran those cable before the drywall was put up in my house\nHuman Agent: The other issue if the cables are bad is we have not made these products in several years now, so I am not sure you would find any. \nCustomer: I will check the cameras at a known good location to see if they work\nCustomer: Ok\nHuman Agent: Sounds good, if you continue to have issues please let us know."]
["Customer: Troubleshooting\nCustomer: Agent\nCustomer: Still having issue to link two cameras\nCustomer: D/static_file/5fdb37f823_1_20241106111612.jpg\nHuman Agent: Hello, you've reached customer care, my name is Kylie. When you look at the front of the cameras what color are the lights and are they flashing or solid?\nCustomer: D/static_file/af936dd0a5_1_20241106111626.jpg\nCustomer:  Flashing green\nCustomer:  And then solid green\nCustomer: D/static_file/eef72bf9d5_1_20241106111720.jpg\nHuman Agent: If the camera is turning solid green that means its having power trouble, are you perhaps able to change the cord plugged into these two cameras with one of the cords of an already connected camera?\nCustomer: Ok i’ll try it do not leave me\nHuman Agent: The chat will time out if you do not respond after the 5 minute warning, just be sure to check in and the chat will not time out and close"]
["Customer: Why my camera says poor connection?\nCustomer: 1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like your cameras are offline. Are they currently blinking green?"]
["Customer: Camera won't update\nHuman Agent: Hi my name is Wendy.\nHuman Agent: Is it camera named backyard you are needing help with?\nCustomer: Yes\nHuman Agent: The camera shows offline.  It needs to be online before trying to update the firmware.\n\nWhat color is the indicator light on the camera? and is the light blinking or solid?  The red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid.\n\nCustomer: I'm not sure can't look right now\nHuman Agent: okay\nCustomer: Last i checked it was green \nHuman Agent: We are here on live chat M-F 9am-12pm CST and 1pm-6pm CST if you want to contact us later.\n\nAsk for an AGENT to be connected with a  live chat agent during those times.\nCustomer: Now my wife can see the video on her phone\nHuman Agent: Is she at the location with the camera?\nCustomer: Not at the moment \nHuman Agent: okay please contact us when you are on-site with the camera\nHuman Agent: We are here on live chat M-F 9am-12pm CST and 1pm-6pm CST if you want to contact us later.\n\nAsk for an AGENT to be connected with a  live chat agent during those times."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: No pictures on my cam\nHuman Agent: Hi my name is Wendy.  Camera named outdoor1 shows offline.  Is this the camera you are needing help with?\nCustomer: Yes\nHuman Agent: What color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: Green and is blinking \nHuman Agent: You will want to set the camera up again to get it back online.\n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: I can’t find my QR code?\nHuman Agent: The QR code will be displayed on the app during setup\nHuman Agent: Make sure your smartphone is connected to 2.4GHz wifi then on the Smartz app tap on “Devices”, scroll down and tap on “Add device”.  Follow the in-app instructions to complete your setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n***The camera should be next to your router during setup, 5ft or less to your router***\n\nCustomer: I just reconnected my service?\nHuman Agent: You reconnected your service? I'm not sure what you mean\nCustomer: I cancelled my subscription last month and now I resubscrip again.\nHuman Agent: You signed up for a cloud plan today? is that what you mean?  Paid cloud plans are optional not required.   You will still need to setup the camera.\nHuman Agent: You will also want to enable the cloud plan on camera outdoor1\nHuman Agent: After you get the camera setup again, go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\nCustomer: I just want the camera service how do I do?\nHuman Agent: You can enable the cloud plan but that will not get your camera online.  You will need to setup the camera to get it back online.\nHuman Agent:  go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\n\nCustomer: Help me set up the camera?\nHuman Agent: Make sure your smartphone is connected to 2.4GHz wifi then on the Smartz app tap on “Devices”, scroll down and tap on “Add device”.  Follow the in-app instructions to complete your setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n***The camera should be next to your router during setup, 5ft or less to your router***"]
["Customer: Troubleshooting\nCustomer: Hello, my device does not link, I placed it on the QR in front of the camera and nothing happens\nHuman Agent: Hello, you've reached customer care, my name is Kylie. WHen youa re holding the QR code infront of the camera are you making sure the code on the phone screen is pointed toward the camera you are trying to set up at 8 inches away?\nCustomer:  \nyes but nothing works\nHuman Agent: When you hold the code infront of the camera what color are the cameras lights and are they flashing or solid at any point?\nCustomer: Green lights \nCustomer: Flashing \nHuman Agent: and they never change to a flashing blue at any point?\nCustomer: D/static_file/f3dd1b5a54_1_20241106174938.jpg\nCustomer: No\nHuman Agent: Okay, Is this a camera you have set up before in the past or is it a new camera?\n\nHuman Agent: we will be closing in 10 minutes. I can continue to assist you until 6 PM CT\nCustomer: No, it's a camera that I've had for a few years.\nCustomer: There was a power outage and since then it has been misconfigured.\nHuman Agent: Okay, Lets have you try resetting the camera then try the setup again, to reset the camera press down on the top and hold down until the camera reacts then let go. Once the camera begins to flash green again try the QR code setup again. \nCustomer:  \nI'm sorry if my English is not very good\nHuman Agent: You are doing well, its no problem\nCustomer: Ok\nHuman Agent: Would you like to scedule a call or continue via email? We are now currently unavailable for live chat support, but you can reach out to us via email support@zmodo.com. Our new hours of availability are:\n\nMonday to Friday: 9am to 12pm and 1pm to 6 pm CST\nExcluding Holidays\n\nYou may also contact the chat outside of our hours again to speak to our AI chatbot Mira who can assist with some troubleshooting. I've also sent a callback scheduling form where you can click the button in the chat in order to schedule a callback for a future date if you'd prefer.\n\nThank you for understanding."]
["Customer: Troubleshooting\nCustomer: Representatives \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you trying to setup a new camera or is this a camera that was used in the past that you are trying to reconnect?\nCustomer: My two devices aren’t letting me set them up they are blinking red as if it’s already linked to an account\nCustomer: Won’t turn green or blu when unplugging and replugging\nHuman Agent: Normally the red lights are the IR lights on our cameras, we do have a few where the light pattern can differ but a flashing red light is not an indicator that the camera is online or tied to another account. \nCustomer: It’s not allowing me to connect to system at all it keeps failing \nHuman Agent: If you are able to send the Model and ID number I can Look up the device to see if it is tied to another account and also look up the cameras setup that it uses as well. \nCustomer: D/static_file/6e65697df0_1_20250122105117.jpg\nHuman Agent: The photo is out of focus to where I cant see the ID clearly, can you try again?"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: i wanted to know why my cameras aren’t working \nCustomer: i already try all this steps and still not working \nCustomer: cameras not recording \nCustomer: agent \nCustomer: AGENT \nHuman Agent: The cameras on your account are offline, which means that they are not connected to the internet. There are several potential reasons the cameras could be offline. Are you there with the cameras to troubleshoot them?\nCustomer: ok\nCustomer: waiting \nHuman Agent: Did you receive my previous message? I will send it again.\nHuman Agent: The cameras on your account are offline, which means that they are not connected to the internet. There are several potential reasons the cameras could be offline. Are you there with the cameras to troubleshoot them?\nCustomer: Yes i am \nCustomer: What can i do to connect them back \nHuman Agent: So that depends on why they are offline. Have you changed your router, Wi-Fi name and password, or internet provider recently?\nCustomer: No everything is the same \nHuman Agent: Okay, then lets go to one of the cameras first. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Before the last update i could go back 24 or 36 hrs in the events catagorie, now nothing, just wanting me to subscribe to cloud service\nCustomer: I never subscribed at all, have had cameras for 8 years\nCustomer: That is correct, i  could see 10 second clips back 24 hrs\nCustomer: I just want the free basic service, now i dont even have that\nHuman Agent: Hello, my name is Grant. If it is taking you to the Cloud Playback when you tap on an event, then it likely is desynced. I can sync and restart the camera you are having trouble with. Which camera are you having issues with?\nCustomer: All of them\nCustomer: I only have live service\nCustomer: When i click on an event i get taken to cloud subscribing service.\nHuman Agent: Alright, I have synced and restarted all of the online cameras on your account. Are you there with any of the cameras to try to make a new motion alert?\nCustomer: Yes i walked in front of one\nHuman Agent: Alright, and did you get a new event from that camera?"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: my camera shows constant red leds\nCustomer: I did that, still not working \nCustomer: I did that too. \nHuman Agent: Hi my name is wendy.  Camera2 shows offline.  Is this the camera you are needing help with?\nCustomer: ok what now\nHuman Agent:   Camera2 shows offline.  Is this the camera you are needing help with?\nHuman Agent: The red light may be the IR night vision light.  If you turn lights on the red light should turn off.\nCustomer: no. the problem one is not plugged in right now, neither is camera2. \nHuman Agent: What is the device ID on the camera you are needing help with?\nHuman Agent: The device ID will be on a sticker on the camera, it will start with ZMD or GSG\nCustomer: i will plug them in. give me a minute. \nHuman Agent: ok\nCustomer: I pluged both in. \nHuman Agent: ok let me know what color the indicator lights are and are the lights blinking or solid?\n\nAlso let me know the ID on the camera.\nCustomer: there is no id on the camera. camera2 works ok. the one that doesn’t work I could never setup.  the model nr is zm-w0002\nHuman Agent: D/static_file/114744f13e_1_20241029153641.png\nHuman Agent: The ID will be on a sticker on the camera starting with ZMD\nHuman Agent: Could you please check for the ID starting with ZMD\nCustomer: there is no sticker \nHuman Agent: Was the camera purchased at the same time as the other camera on your account?\nCustomer: D/static_file/2ba9ec5fc5_1_20241029154026.jpg\nCustomer: D/static_file/cab59a575b_1_20241029154056.jpg\nHuman Agent: Was camera2 purchased at the same time as the one you are wanting to setup? or is it an older camera?\nCustomer: from the box\nHuman Agent: yes I see the box.  The box doesn't list the device ID. \nHuman Agent: when was the camera purchased?  Recently? or is it an older camera?\nCustomer: 1 year at least\nHuman Agent: okay does the indicator light on the camera blink green?\nCustomer: when i plug in in is green then it goes red. right now it shows one red led inside. \nHuman Agent: You should see a green or blue light that is either blinking or solid.   Could you please let me know what the indicator light is doing?\n\nThe red light is the IR night vision light.  If you turn lights on, make the room  you are in bright the red light should turn off\nCustomer: no its not the light   I unplugged it, plugged it back in. green led comes on for a few seconds then it stars blinking red. camera is facing the window bright sun light .\nCustomer: only one led shows not all of them. \nHuman Agent: Is the camera plugged directly into a wall outlet with just the original power adapter? \n\nIf it is connected to a power strip, surge protector, or extension cord, unplug from those, plug the camera directly into a wall outlet.  Then hopefully you will see the green or blue / blinking or solid indicator light\nCustomer: my router sees the camera. mac is 788a8672d7e8\nHuman Agent: ok \nHuman Agent: Is the camera plugged directly into a wall outlet with just the original power adapter? \n\nIf it is connected to a power strip, surge protector, or extension cord, unplug from those, plug the camera directly into a wall outlet.  Then hopefully you will see the green or blue / blinking or solid indicator light\nCustomer: sorry but that sounds ridiculous.  Yes Ive used many different outlets and locations. \nCustomer: I have also used the power supply from the working cameras\nHuman Agent: okay unfortunately if you power the camera on and it won't show the green or blue indicator light it may be defective.\nCustomer: it shows up in my router so it is connected to wifi. can it be accesed directly to troubleshoot \nHuman Agent: If your router sees the camera you could check if it is blocking the camera from showing online\nHuman Agent: Usually the indicator light would be solid blue though if it was connected to your router.\nHuman Agent: you only see the red indicator light so far\nCustomer: this camera Ive never used since I bought the kit. How can it go bad sitting in the box. Id like to get a replacement. \nHuman Agent: When/where was the camera purchased?\nHuman Agent: If you attach your receipt here I can check if the camera is in warranty.\nCustomer: Like I said over a year ago on amazon\nHuman Agent: if it was over a year, it would be out of the 1 year warranty if purchased in new condition\nCustomer: I will check my amazon account \nHuman Agent: ok\nCustomer: im in luck it was purchase nov 1 2023\nHuman Agent: If the camera was purchased in new condition most likely it would be in warranty.  You can fill out the RMA form to send the camera in to be replaced.\n\nzmodo.com/rma  \n\nMake sure to include a copy of your amazon receipt when filling out the RMA form\nCustomer: ok thank you\nHuman Agent: You're welcome"]
["Customer: I have 10 zmoto cameras and  I have changed internet provider . I am having trouble sinking cameras to new modem .\nHuman Agent: Hi my name is Wendy.  What color are the indicator lights on the cameras you are needing to setup again? and are the lights blinking or solid?\nCustomer: They are next to the modem and blinking green\nHuman Agent: If the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the phone app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*"]
["Customer: Troubleshooting\nCustomer: Agent\nCustomer: I am wondering about 2 of my cameras 1 doesn’t work at night and 1 doesn’t work in the day. I have had them for a while and they worked but went out a few months ago\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you elaborate more on what kind of issues you mean, are the cameras dropping offline and telling you they are offline in the app or?\nCustomer: No the one doesn’t have night vision anymore and the one outside in the day looks really brite\nCustomer: D/static_file/c71d1452b3_1_20250204154409.jpeg\nCustomer: This is my one outside it is cloudy so you can see a little better but on sunny days it it pointless during the day\nCustomer: My one in the house at night you can only see dark unless there is a light on\nHuman Agent: Okay, that issue looks like the camera itself is degrading which is causing this, You can try unplugging and plugging in the camera again or swapping the cameras cord but typically when I have seen this visual issue its caused by a power issue or comes up as the camera degrades. \nCustomer: I have unplugged them it doesn’t help. I have also moved them to different spots\nCustomer: Is there a way to get new ones \nHuman Agent: The cameras themselves are outside of the warranty so they would not qualify for a replacement. Not all of our New cameras are compatible with NVRs as we stopped making NVRs in 2018, I can send you a link to some indoor outdoor cameras that are 1080P that would be compatible with the NVR from one of our partenrs though. One moment while I grab that link. \nHuman Agent: https://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7/ Here is that link."]
["Customer: Why don’t my videos have sound \nHuman Agent: Hello, you've reached customer care, my name is Kylie. The cameras currently on your account do not have a microphone so they do not have audio \nCustomer: Why does the speaker have an x\nCustomer: Hello you tgere\nHuman Agent: the speaker will still show in the app, pressing it will just not work for cameras that do not have a microphone. \nCustomer: Ok thanks so I guess I will have to get more cameras with a microphone \nHuman Agent: your welcome, have a great day\nCustomer: You to thank you"]
["Customer: My canera, ZMD14GPE2282982 will not work...I get no light when I replugged it in.  Can you see what is wrong please?\nCustomer: I tried all those...next?\nCustomer: The camera was working but now it's not...it's not connecting or powering on.\nCustomer: No damage to the cable. Tried several times to reset but it won't if there is no power-even rst button on back. No overheating.   I did look at the manual and that is why I am having to contact you.  Can you mail me a new unit/power cord...I am under contract with this one til 7/21.\nCustomer: Already tried many working outlets.\nWhat is customer support's direct contact #?\nCustomer: Agent\nCustomer: Agent\nCustomer: \"Agent\"\nCustomer: Mira, are you ai?\nCustomer: My camera is not working after trying all troubleshooting options.\nCustomer: Agent \nCustomer: Sure\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD14GPE2282982\nHuman Agent: Alright, and when you plug the camera in is there a light on the camera?\nCustomer: No, I have tried everything to get this to power up...rst button on back too...no issues with electric cord, but I can't get the camera to power on.\nHuman Agent: Does the infrared light for night vision come on if you clock any light getting to the light sensor and camera lens?\nHuman Agent: Is the camera plugged in to an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: No nothing....it's under contract until 7/21...is there a way to send me a new power cord or camera?\nCustomer: Plugged directly into the outlet.\nHuman Agent: We would only be able to replace the camera if it is under warranty. The only warranties still active would be 1 year from the date of purchase. So the camera would likely not be under warranty any longer.\nHuman Agent: Can you try using the power adapter and cable from one of the working cameras?\nCustomer: I can try another cameras power cord...just a second...\nHuman Agent: Alright, good. You will want to use the power adapter and cable from one of the working cameras, because we know that adapter will work to power the cameras.\nCustomer: It came on!  Can you pkease send me another power cord?\nHuman Agent: As I mentioned, we would only do that if it is under warranty. The current warranties would be 1 year from the date of purchase of the camera.\nCustomer: I still need a working power cord...glad it's just the cord. \nCustomer: That includes the power cord??\nHuman Agent: The camera uses a 5V1A power adapter with a micro-USB connector. It is a common power adapter that can easily be found at places like Best Buy and Walmart, or online on Amazon.\nCustomer: Oh!  Thank-you... I thought it was unique to Zmodo.\nHuman Agent: Nope, not unique to Zmodo. Any 5V1A power adapter with a micro-USB connector to plug in to the camera should work just fine.\nHuman Agent: You're welcome.\nCustomer: Excellent!!  Gtk!  You were great helping me...Thank-you very much!\nHuman Agent: You're welcome.\nCustomer: Bye\nHuman Agent: Have a good day."]
["Customer: Troubleshooting\nCustomer: I have been getting intermittent signal so I brought my camera inside to test Can you help\nCustomer: Light is green\nHuman Agent: Hi my name is Wendy.  Is it camera named Front you are needing help with?\nCustomer: Ok. I will try a few things and check back. Thank you \nCustomer: 1\nHuman Agent: You're welcome"]
["Customer: Set up\nCustomer: I purchased two camera to add to my other three zmodo cameras. The first one conned as designed.  I cannot get the second one to connect. I' have following the same steps as before. The green light and wifi are correct.  Is there another means of getting this camera on my network?\nCustomer: -1\nHuman Agent: Hi my name is Wendy.  The cameras that you purchased, are they new? or have they been setu pbefore?\nCustomer: Brand new out of the box\nHuman Agent: What model of camera are they?  and are the indicator lights solid green or blinking green?\nCustomer: Blinking green\nCustomer: Zpibh23w\nHuman Agent: this type of camera uses QR code setup.  Please go through setup and let me know if the indicator light stays blinking green the whole time or does the indicator light flash between green and blue\nCustomer: ZP-IBH-23-W\nHuman Agent: this type of camera uses QR code setup.  Please go through setup and let me know if the indicator light stays blinking green the whole time or does the indicator light flash between green and blue\nCustomer: Nevermind it connected after about 35 seconds \nCustomer: Thx\nHuman Agent: great! glad you got it setup"]
["Customer: Camera reinstall isn’t working \nCustomer: I’m still having trouble. I’ve done all of the abive\nCustomer: None of the instructions to reinstall are working for me\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\n\nCustomer: D/static_file/cbb8a67bef_1_20250310133118.jpeg\nHuman Agent: ZMD15JTDA016990 thanks.  What color is the indicator light on the camera? and is the light blinking or solid?  The red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid.\n\nIf you cup your hands around the lens of the camera you can see the indicator light easier.\n\nCustomer: Flashing greeb\nCustomer: Green\nHuman Agent: Zmodo QR code instructions:\n\nBlinking green means the camera is in setup mode.  After you setup the camera the indicator light will switch to solid blue.\n\n-First go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n-Make sure your phone is connected to 2.4GHz wifi.\n-The room you are doing setup in needs to be bright. Turn lights on, open blinds.  Your phone's display should also be bright, turn your display brightness level up.\n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nCustomer: It’s still not working. It keeps timing out\nHuman Agent: You made sure location is enabled for the Zmodo app?\nCustomer: Yes\nCustomer: Precise location \nHuman Agent: camera is plugged into a wall outlet as close to the router as possible?  no extension cords, power strips, or surge protectors?\nCustomer: No it’s installed outside on my house like it always has been. \nHuman Agent: It can help with setup if you can move the camera inside next to the router for setup\nCustomer: I can’t move it. It’s hard wired into the house. I’ve done this before without any problem. Not sure why now \nHuman Agent: okay is the camera plugged directly into a wall outlet? or is it connected to an extension cable, power strip, or surge protector?\nCustomer: I’m gonna remove it. Hang on\nHuman Agent: Phone's brightness level will need to be bright so the camera can see the QR code on your phone.  your phone's background is white? \nHuman Agent: ok\nCustomer: Ok no light is on at all. \nCustomer: Scratch that blue light is on\nHuman Agent: It shows online now\nCustomer: How? Its still timing out\nCustomer: I have another camera that is online alresdt\nHuman Agent: How is your phone connected to internet? If you are connected to wifi switch to using your phone's data plan then try and view the live feed again \nCustomer: Ok I see it now \nHuman Agent: ok"]
["Customer: Why cámara is not working at night?\nCustomer: -1\nCustomer: Cámara doesn’t work at night \nCustomer: -1\nCustomer: At night is a picture of the camara\nCustomer: -1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like your cameras are typically online at night. What sort of issue do you have at night?"]
["Customer: Troubleshooting\nCustomer: Since I have purchased the program to record 10 outdoor security cameras  for $49.95 I have been losing contact with 5 of them\nCustomer: Ican see the display from the cameras\nCustomer: Yes I do that   I have 18 cameras that worked will until I purchased the program to record them.  5 of the cameras stop displaying   Says can not display or can not send\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Cloud and clip plans double the upload speed requirements of devices. If you are at the location currently, please make sure you're connected to your network the cameras are on and then Google \"speed test\" and run Google's built in speed test. We'll want to check the result of the upload speed specifically there. \nCustomer: checking now  the other 14 cameras work ok\nHuman Agent: It looks like your cameras would require around a minimum of 44mbps of upload speed to work properly with the plan you have currently on them. \nHuman Agent: If you had every camera on the account at the same location and all online. \nCustomer: All cameras at same location same account\nHuman Agent: Okay. \nCustomer: I am not on site . Cameras in Pa and I am in Florida  1 camera stop working and then a few days later another quit  and later another quit\nHuman Agent: I see. Unfortunately if you are not at the location, we cannot directly test. You could try unassigning most of your clips service to see if there is an improvement by going to the cloud tab, hitting view details on your plan, and then edit the enabled devices. \nCustomer: Can we try resetting units without losing connection\nHuman Agent: There is no way to remotely communicate with devices that are offline. So for any offline devices, there is nothing either of us can do remotely. \nCustomer: OK t\nCustomer: OK i will try cloud thank you for you help\nHuman Agent: Okay, no problem. Is there anything else I can assist with for now?"]
["Customer: Need to have two cameras reset\nCustomer: Adding back didn’t work. Won’t recognize the WiFi network \nCustomer: I am contacting customer support right now\nCustomer: Thx\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  you were talking to the chat bot Mira before.  When you look at the lights on the camera what color are they and are they solid or flashing?\nCustomer: Flashing green. They were both reset previously but now won’t recognize zmd or my wifi\nCustomer: Camera are both sitting next to my modem\nHuman Agent: Okay, Have you tried to go through the QR code setup with them at all not just the Zink setup?\nCustomer: They don’t have QR codes \nHuman Agent: the QR code you use for the setup is generated by the phone by the setup itself, its not a printed code you use. \nHuman Agent: I will send you the directions to try that setup to see if the cameras react at all to that.\nHuman Agent: 1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code."]
["Customer: Just added a eero to my router. Tried to put my outdoor cameras on. They have no lights\nCustomer: Rhey always worked fine. When I got the new router they wouldn't connect\n\nCustomer: Tried that multiple times. There are no lights\nCustomer: Yes\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: 1BH15-W\nCustomer: ZMD14DADA000679\nCustomer: Hello\nCustomer: Are you there\nHuman Agent: Yes thank you \nHuman Agent: If you don't see a light on the camera it could indicate a power issue, to test if the camera has power can you cover the front of the camera to trigger the red night vision lights. Let me know if those come on. \n\n\nCustomer: Nothing\nHuman Agent: Is this device connected directly to the wall outlet with the provided power cable? \n\nCustomer: Yes\nCustomer: Plugged and unplugged. Had no previous issues on these 2 . Indoor 1 works fine\nHuman Agent: Can you try that camera on a different power supply and or outlet? \n\nCustomer: Multiple times\nHuman Agent: Okay then if we still get no lights at all, it would be a dead camera. \nHuman Agent: How long ago did you purchase the camera? \nCustomer: About 4 years\nHuman Agent: Okay that would be outside of the warranty period. A replacement camera would need to be purchased. \nCustomer: Thanks\nHuman Agent: You're welcome, is there anything else we can help with today?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Got a new internet how to get my cameras back online\nCustomer: Its been awhile what do i need to do\nCustomer: My cameras back online its been awhile\nHuman Agent: Hi my name is Wendy.  Are the indicator lights on cameras zmodo & smart device blinking green right now?\nCustomer: Yes\nHuman Agent: If the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the phone app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*"]
["Customer: Troubleshooting\nCustomer: Can't hear\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The camera you have on the account does not have a microphone or speaker so it doesn't support two way audio."]
["Customer: Agent\nCustomer: Hello again Grant \nHuman Agent: How can I assist you?\nCustomer: Are you able to read my conversation with Kylie h?\nHuman Agent: Yes, I have looked at that chat history.\nCustomer: I reset it. I changed the cord\nCustomer: It stayed on for 15 minutes \nCustomer: Then cycled solid green a few times \nCustomer: And now it is off. No blue light \nHuman Agent: If the light keeps changing to solid green without you unplugging the camera and plugging it back in, then that indicates a power issue. Is the camera plugged in with an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: Wall outlet \nCustomer: Kylie also said that solid green is a power issue.  That's why we changed cords and  adapters\nHuman Agent: Then you can try using a different adapter. Ideally an adapter from one of your working cameras since we know those work to power the cameras.\nCustomer: Hello?\nHuman Agent: Did you receive my response? I will send my message again.\nHuman Agent: Then you can try using a different adapter. Ideally an adapter from one of your working cameras since we know those work to power the cameras.\nCustomer: I will try swapping with a working camera"]
["Customer: I need help adding an camera to my system\nCustomer: I purchased a system and have 1 camera hooked up to the system and want to add more camera, I have followed the instructions and can not get the camera added.\nCustomer: ok I see the camera to from blinking green to blinking blue, it then goes back to blinking green and times itself out\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are wanting to setup?\nHuman Agent: The device ID will be listed on a sticker on the camera and start with ZMD or GSG\nCustomer: ZMD12K168264655\nHuman Agent: ZMD12K168264655 is this a new camera or has it been setup before?\nCustomer: I purchased a set several years ago and 1 camera I have been using for several years but I would like to add more cameras \nCustomer: they are part of the same set\nHuman Agent: ZMD12K168264655 is this a new camera or has it been setup before?\nCustomer: new out of the box, purchased several years back\nHuman Agent: okay and it is the same model as the other camera on your account?\nCustomer: yes\nHuman Agent: Most likely the camera will use Zink setup\nHuman Agent: ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nCustomer: yes, I have done it a hundred times but it will not connect, I have had them side by side, double and triple checked the name and password\nHuman Agent: Turn your phone's mobile data off\nCustomer: can you tell me how?'\nHuman Agent: The camera is close to your router? Plugged directly into a wall outlet with just the original adapter?  No extension cables, power strips, or surge protectors?\nCustomer: yes\nHuman Agent: Mobile data can be turned off in your phone's settings\nCustomer: I have an Iphone can you tell me more specific as to where?\nHuman Agent: settings, cellular, cellular data -turn off\nHuman Agent: Go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location\nHuman Agent: Then go through setup again.  When you need to enter your 2.4GHz wifi password, enter it carefully, it is case sensitive\nCustomer: ok, don't leave me\nHuman Agent: we will stay connected for 7 minutes without activity\nCustomer: I turned cellular date off to zomodo and a pop up came up saying it was off\nHuman Agent: Could you please provide a screenshot of what you are looking at?\nCustomer: thats what timed me out before, trying to figure out how to screen shot\nHuman Agent: ok thanks\nCustomer: sorry talking on the computer and working on the phone\nHuman Agent: ok\nCustomer: what does the camera do that is in this message area\nHuman Agent: What message area?  I'm not sure what you are looking at\nCustomer: where I am typing there is a camera icon\nHuman Agent: that would be where you can attach a picture or screenshot\nCustomer: ok, at which point in the set up do you want the screenshot\nHuman Agent: where you are having trouble.\nCustomer: ok, the trouble comes after I enter the wifi name and password, it goes to adding the devise, but it acts like it can't find it, it keeps looking untl it times out\nHuman Agent: could you please provide a screenshot of that?\nHuman Agent: You are going through Zink setup right?  When going through Zink setup does the indicator light only flash green? or does it flash between green & blue?\n \n\nCustomer: yes through zink\nHuman Agent: Go to your phone's wifi, forget the 2.4GHz wifi, then reconnect to it.  This will allow you to double check the wifi password.   Then go through setup again entering the wifi password carefully.  It is case sensitive.\nCustomer: green the blinks blue a couple of times and then back to green\nHuman Agent: it will flash between green & blue sometimes if there is typo in the wifi password.  Go to your phone's wifi, forget the 2.4GHz wifi, then reconnect to it.  This will allow you to double check the wifi password.   Then go through setup again entering the wifi password carefully.  It is case sensitive.\nCustomer: ATT9Ta3aea\nHuman Agent: that is your wifi password for your 2.4GHz wifi channel?\nHuman Agent: you forgot the 2.4GHz wifi then reconnected to it?\nCustomer: qzt+yawdy2a2 is the password, I have tried is a thousand time and the same results, that the name of the wifi\nHuman Agent: It may be the + in the password.  \nHuman Agent: Could you reset the wifi password to not include special characters or spaces then try setup again?\nHuman Agent: Zink troubleshooting tips:\n\n1. Have only 1 camera connected to power:\n       Disconnect all other cameras that need to be set up.\n2. Distance from camera:\n       Make sure you are within 5 to 10ft of the camera you are trying to setup.\n3. Connecting to ZMD_SAP:\n       Go to your phone WiFi settings and try to connect to ZMD_SAP from there\n       -If this does not work, then disable the \"auto-reconnect\" setting on your home WiFi network and other available networks.\n       -If this does not work, then forget your home WiFi network and other available networks\n       -Disable mobile data\n4. 2.4 GHz Network:\n       Ensure that you're using a 2.4GHz network for the setup.  \n5. WiFi Information:\n       Double-check that you're using the correct WiFi password.  Remember, it is case-sensitive.\n6. Distance from the router:\n       It's recommended to have the camera in the same room as the router during the setup process for optimal connectivity.  Plug the camera in to a wall outlet close to the router with the original power adapter.  No extension cords, power strips, or surge protectors.\n\nCustomer: ok, thanks, I will just throw them bitches in the  trash, I have tried everything but standing on my head.\nHuman Agent: Okay."]
["Customer: Light is solid green\nCustomer: Can't connect \nCustomer: Can't connect the sink way \nCustomer: Zink \nCustomer: Yes the Zink way\nCustomer: That's the only way it will work\nCustomer: It won't scan qr code\nCustomer: I've tried on different phones\nCustomer: It's not flashing green\nCustomer: It's suppose to be flashing green \nCustomer: It's a solid green. That mean I can't set it up to use\nHuman Agent: Hello, my name is Grant. The light should start a solid green when you first plug it in, but as the AI Assistant was saying, if it does not change from the solid green, then that indicates a power issue. Is the camera plugged in to an extension cord or power strip? Or is it plugged in directly to a wall outlet?"]
["Customer: Set up\nCustomer: Set up\nCustomer: I don’t know \nCustomer: I am trying to setup \nCustomer: I don’t see light\nCustomer: It’s plug in \nCustomer: But I didn’t see light on\nCustomer: Yes I did that \nCustomer: Still not light on\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are wanting to setup?\nCustomer: D/static_file/b22c0bb7c2_1_20250131143828.jpg\nHuman Agent: ZMD24FEH4201262 doesn't show an indicator light when powered on?  \nCustomer: Yes it doesn’t see light on \nHuman Agent: Did you try using a different power adapter?\n\nThe camera should be plugged in directly to a wall outlet with just a 5v 1a micro usb power adapter -no extension cords, power strips, or surge protectors.\nCustomer: Still not showing light \nHuman Agent: Unfortunately the camera is most likely defective if it will not power on.\nCustomer: Ok then how I cancel my subscription \nHuman Agent: I can cancel it for you if you would like. just let me know and I will cancel it.\n\nYou may unsubscribe by logging in to your app account on the web app from a computer at user.zmodo.com, click the cloud icon on the top of the page, select the device and choose to unsubscribe. \n\nTo avoid future billing, you must cancel your subscription before the next renewal date. Cloud subscription plans are not eligible for refunds. After cancellation you will continue to enjoy access to the cloud plan until the last day of your current subscription period. After the subscription period ends, you will no longer be billed the recurring subscription fees, and your cloud recordings will be permanently deleted and will no longer be accessible to you.\n\n\n\nCustomer: Yes please \nHuman Agent: one moment\nHuman Agent: I have cancelled the cloud plan for you.    If you setup another Zmodo or meShare camera to this same account we can move the remaining cloud time to the new camera.\nHuman Agent: The 30-day plan can be used until it expires on 6/13/2025."]
["Customer: Troubleshooting\nCustomer: Agent\nCustomer: I have a Zmodo Pivot ZH-IZV2D-W and it says there is no microSD card available now\n And the temperature and humidity readings are super high or wrong? \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up the device model and your account to make sure this device is up to date and search for more details one moment.\nHuman Agent: For the SD card, are you suign the oprigional SD card that caem with the camera or have you changed it at all?\nCustomer: Anyone there? \nCustomer: Agent\nCustomer: Sorry. My screen didn't show me any messages you had typed until I left and came back. Let me read and answer your questions. \nHuman Agent: Okay no problem.\nCustomer: It says in the manual it is an internal storage and I don't know who to change the SD card so it is the one that came with the unit. \nCustomer: *how to change\nHuman Agent: Okay. you can try to look to see if there is an external access on the bottom at all for the storage (sd card), if not then that would mean the internal storage , only thing you would be able to do to help resolve the issue would be to try resetting the Pivot then setting it back up again,\nCustomer: When I had it on a couple weeks ago the storage management showed the SD space was mostly used up and I ran the format on the storage and now it doesn't show any storage available. \nCustomer: I tried resetting it before and it didn't change the problem with the temperature and humidity. But I have tried it since I formatted the storage. \nHuman Agent: If resetting it did not solve the issue then that means the camera is degrading and breaking down unfortunately.\nCustomer: I reset and removed and reinstalled.  It now shows the storage is full again like it did before.  How can I access the data? It doesn't let me see what time periods that are available on the storage."]
["Customer: Solid green light\nCustomer: Solid blue\n\nHuman Agent: Hi my name is Wendy.  What is the name or device ID on the camera you are needing help with?\nCustomer: Reset mini\n\nHuman Agent: I don't see a camera with that name on your account.  What is the device ID on this one?\nHuman Agent: The device ID will be on a sticker on the camera and start with ZMD or GSG\nCustomer: Zh-ixy2j\nHuman Agent: The ID will be on a sticker that starts with ZMD please let me know the ID starting with ZMD\nCustomer: Zmd17bli8200230\nHuman Agent: ZMD17BLI8200230 shows online.  Its name is Smart Device.  What issues are you having with this camera?\nCustomer: It’s not showing on my device list \nHuman Agent: refresh the screen.  The name on the camera is Smart Device.\nCustomer: Can i leave this chat to do it? \nHuman Agent: yes. we will stay connected for 7 minutes without activity\nCustomer: How do i refresh the list?\nHuman Agent: Hold your finger near the top of the screen and drag down\nCustomer: Got it!   \nHuman Agent: great!\nCustomer: TY\nHuman Agent: You're welcome"]
["Customer: Good afternoon \nI am trying to set up my cameras to my new Wi-Fi network.  I Swirches from xfitto tmobile\nCustomer: I scan the QR code and hold it in front of the camera.  It takes photo  it nothing else\nCustomer: I've done all of that.  Including powering down and I even removed the camera when resetting didn't work.\n\nNow what.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. What color are the lights on the camera and are they flashing or solid?\nCustomer: Green on the side\nCustomer: Solid\nHuman Agent: Is the cameras lights staying a solid green or if you watch it does it flash at all then go to a solid green?\nCustomer: If I move it, it goes dark.  Otherwise it is a solid green\nHuman Agent: Okay, that indicates that there is a power issue, the issue would be with the outlet, the cameras cord, or the camera itself in extreme cases. Is this camera directly plugged into a power outlet with the original cord that it came with?\nCustomer: Yes."]
["Customer: Troubleshooting\nCustomer: All of my zmodo cameras have been working great for several years.\nNow I'm getting establishing secure connection and then connection timed out. Please advise. \n\nThanks\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like all of the cameras on your account are offline. Are they plugged into an sPoE repeater currently? If so, is it plugged into power and connected via ethernet cable to the router?"]
["Customer: i had a camera not working. i switched it with another one. the camera that was not working worked in another place but i cant get the replaced one to work it only has a greeen ight\nCustomer: everything is properly connected\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is the green light solid?\nHuman Agent: or is it flashing green.\nCustomer: power source is just fine the other cameras are working ok\nHuman Agent: Is the green light your seeing from the camera a solid green, or a flashing green light.\nCustomer: it is green for about 3 to 4 seconds and then goes off for a second or 2  then back on. just keeps repeating t5hat process\nCustomer: are you still there\nHuman Agent: Yes I am here, if its flashing, then going solid then flashing thats nto a good sign, you can try checking the cords connection, but it sounds like that cord or the outlet might be causing the issue, If you take that same camera and plug it into another cord does it react the same? or does it go solid green, flash green then just keep flashing?\nCustomer: i plugged it into another outlet and it still does the same thing solid green and then off and then back on again\nCustomer: doesen't zmodo have a phone number to be able to talk to some live rather than doing chats\nHuman Agent: If its doing the same thing on other cords with a different outlet that you swap it to that would mean the camera itself is having an issue unfortunately. \nCustomer: tell me how i can go to the set up process so i can install a camera that i took out of service\nHuman Agent: You wont be able to do the setup while it is like this, if its rebooting over and over it wont work\nCustomer: i still need to know here to go to set up a camera please thank you\nHuman Agent: Your issue specifically means the camera is not functioning and as long as its like this where its rebooting it wont be able to be set up again, you can try to check the connector on the camera, perhaps lightly try and clean it with a soft brush, but otherwise your camera wont work. \nHuman Agent: You can find the setup area by going to the home page, clicking the device area, then tapping the Plus, Or from the home screen on the top right hitting the plus. \nCustomer: im done for today im frustrated"]
["Customer: trying to order outdoor camera and website will not let me click \"add to cart\"\nCustomer: I have tried for more than a week.  How do I contact an agent to place my order?\nCustomer: agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If it is not allowing you to add the item to the cart that means the item is out of stock currently. You can try looking at third party sites such as amazon to see if they perhaps have them in stock.\nCustomer: oh well.  thanks anyway\nHuman Agent: Thank you as well for inquiring. Have a beautiful day"]
["Customer: How can I replace a camera that quit working ? How do i know if its compatible \nCustomer: How do i know what kind of camera I  have now to see if comparable \nCustomer: Is it listed on my ap???\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see what devices you have, one moment\nHuman Agent: it looks like the cameras you have on the account here are the indoor outdoor cameras, Do you only use the camera's stand alone as most users, or are there other devices you are wanting the cameras to be compatible with such as an NVR or a DVR?\nCustomer: Stand alone as outdoor cameras that i view on my phone \nHuman Agent: Okay, you can use any of our cameras currentrly in the store no problem, we have newer models of the same type of camera you currently have which are our indoor outdoor type, we also have indoor cameras as well but they are not weatherized for outdoor use. \nCustomer: So do most work on 2 g & 5 g wifi?\nHuman Agent: If you go to the store area in the app you can see all our current products there. \nHuman Agent: our cameras are only compatible with 2.4GHZ networks, if the network is a Duel network which is where the 2GHZ and 5GHZ are together that is also fine. They will not work on only 5GHZ only networks \nCustomer: My dad just ordered ZModo cameras but they were 2g only and he has 5g wifi & would not work so he had to return them \nCustomer: So where is your store so i can order them?\nCustomer: Ok  thank you\nHuman Agent: ah, all of our cameras are the way I described, are you sure your father is not mistaken? none of our camera's are Only 2.4GHZ and wont work with a duel router, they will work with 2.4GHZ network's and Duel networks, just not 5GHZ only ones."]
["Customer: Hi, where us my order?\nCustomer: how do I track it?\nHuman Agent: Hi my name is Wendy.  What is your Zmodo.com order number?\nCustomer: what is the email address used. I cannot find anything by zmodo\nCustomer: cannot find it. \nHuman Agent: I found the order number.  Order # O-ZS-5X09370275 | Nov 27, 2024\nCustomer: yes, that's when I placed the order. an indoor camera\nHuman Agent: this order shipped out via USPS 9400111206211986852130.  The package is available for pickup \n\nUPPER DARBY\n201 BYWOOD AVE\nUPPER DARBY PA 19082-9998\nCustomer: how can I find the it in my email\nCustomer: ok, thanks\nHuman Agent: You need to pick up the package before Dec 14, 2024\nCustomer: ik\nCustomer: ok\nCustomer: how can I find it in my email\nHuman Agent: Order information was sent to mikesmallwood26@gmail.com on Nov 27 - if you don't see the message in your inbox, check your junk/spam folders\nCustomer: ok, thanks.\nHuman Agent: You're welcome\nCustomer: what's your email address?\nHuman Agent: support@zmodo.om is the support email"]
["Customer: Customer service \nHuman Agent: How can I assist you?\nCustomer: Can I get an update on my order\nHuman Agent: Could I have the Order # for your order?\nCustomer: O-zs-6a00214360\nHuman Agent: Thank you. The order has been shipped. Here is the USPS tracking number 9400111206211191481217.\nCustomer: When will it arrive\nHuman Agent: You can use the tracking number to see the shipping status and track your delivery.\nCustomer: Ok it says tomorrow by 9pm thanks \nHuman Agent: You're welcome."]
["Customer: Agent\nCustomer: Agent\nCustomer: Agent\nCustomer: I emailed customer support. I ordered the valentine's special.\n 45% off and a double order went through on my bank accbut I didn't get.\n The confirmation email that app was messing up. What do I do?\nCustomer: That's you Grant\nCustomer: Thank you \nHuman Agent: Let me take a look.\nCustomer: Thank you so much\nHuman Agent: What email address did you use to place the order?\nCustomer: johannsen20@gmail.com and Support could mot find it, but I was charged twice, I can email you as I did the my bank statement \nCustomer: With the apples messing up last night and I never got a confirmation email\nCustomer: Lol, the app was messing up \nHuman Agent: There is not an order with that email address. So you may have used a different email address when you placed the order.\nCustomer: No sir\nCustomer: Can someone call me please \nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: Thank you so much \nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: ok i have one camera very bad viewing like to change it which camera is compatible\nCustomer: i have one camera very blurry like to replace it thanks\nCustomer: hello\nHuman Agent: We no longer make and sell the sPoE cameras. You can look for 720p Funlux or Zmodo cameras from third aprty sellers (Amazon, eBay, etc.) if you are looking for cameras.\nCustomer:  is the zmodo 1080 compatible\nCustomer: yes is the  zmodo  1080 companeble\nHuman Agent: The Zmodo cameras currently sold on our website would not be compatible.\nHuman Agent: Our partner company SHO makes 1080p cameras that might be compatible, but I cannot confirm that 100%.\nCustomer: thank you\nHuman Agent: Here is their camera information if you want to look at that, https://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7"]
["Customer: Troubleshooting\nCustomer: I have an older system , with a Hard drive recording. I would like to buy new cameras . Can someone Platas’s help me. \nCustomer: No. I would like to purchase more cameras. \nHuman Agent: Hi my name is Wendy.  \nCustomer: Yes. I would like to order 4 wireless 1080p cameras. \nHuman Agent: I see a NVR & 4 cameras connected to this email.  All devices show offline.  Are you wanting to replace the cameras with new ones?\nCustomer: How do I purchase the refurnished \nHuman Agent: are you looking for indoor or outdoor cameras?\nCustomer: Yes I would like to order 4 outdoor water proof cameras. \nHuman Agent: Let me see what is available.  The outdoor wifi cameras are IP65 weatherproof.  One moment\nCustomer: Yes. That’s correct\nCustomer: On the website it showed pack of 4 \nHuman Agent: Unfortunately the outdoor wifi cameras on Zmodo.com are out of stock.  \n\nCustomer: What can I do? \nHuman Agent: there is a 4-pack of (2) indoor cameras & (2) outdoor cameras on Amazon\n\nhttps://www.amazon.com/Zmodo-Cameras-Security-Wireless-Detection/dp/B08XNQXQJR/ref=sr_1_5?crid=2KU0V91YG098K&dib=eyJ2IjoiMSJ9.EaI008NHI1oANXv2WH0nON57hf2Ct4IGM5pl4DmJSOxrxjcFwbB7MZ48AxaoAY3h3fsM-ItsLKgbUZALQFk4i08XpE6XMnUbLgbzZFY5xCX-44Av8MEvrd89U9lUBBfqf8gC0xOSw918x-RWWE_vuuIcw88LB4IWo_S2u2DP42_EsxFjQKt7HsMyWeBhdRO-MNiVhwbLq_d5eFq1cnz6rPuGkzZtbZyfRTXthGhY4JQ.85cxoj8V0DKCsJz9gN2TGdOy0ZU2_jLygenBeHACYMA&dib_tag=se&keywords=zmodo%2Bwifi%2Bcamera&qid=1740091233&sprefix=zmodo%2Bwifi%2Bcamera%2Caps%2C109&sr=8-5&th=1\nHuman Agent: This listing is for new cameras though, not refurbished\nCustomer: I do not need any indoor. Just outdoor \nHuman Agent: There are also outdoor battery cameras available on Amazon\n\nhttps://www.amazon.com/Zmodo-Security-Rechargeable-Detection-Waterproof/dp/B0DJ1LFNRP/ref=sr_1_8?crid=1YJNYLYSFFRWC&dib=eyJ2IjoiMSJ9._4cXMJcfj1eN61AWBQbYqKAIIeqK6HU22sflviKd9heWN7c0hXqAZuALpvSg8M65NL9pXMUlbfc8IcLKFpSCI9i10ZseZF8HGRilxhXODBx5DdNyeds5mwtgTTK-oynfJjTJbh3A2-2n3GouJchyHOUcHBU9sslTp2c23Qwu6Sy28c00HHCSSm1c2SpTRQfodvIb_lka4pAS072H7DWMjU7Camnz5dNnLJdGVc2N7No.kQtDdCOBt6eE6lOhC3w8TLFOCbDth8YvxdeNyjJ9vTE&dib_tag=se&keywords=zmodo+battery+cam&qid=1740091375&sprefix=zmodo+battery+cam%2Caps%2C115&sr=8-8\nHuman Agent: new cameras not refurbished\nCustomer: So everything is on Amazon. \n\nHuman Agent: we have indoor mini pro cameras available on Zmodo.com but the outdoor wifi cameras are out of stock currently.  We may get more in soon but we don't have an estimated restocking date\nCustomer: How can Amazon sell them and you can’t.  I feel you will honor the warranty better than Amazon. \nI may just have to switch brands to another company . \nCustomer: Thank you for your help.\nHuman Agent: We have been having quite a few promotions recently on Zmodo.com so we go out of stock of cameras when there are good sales."]
["Customer: I am not able to order me some new wireless cameras and I don’t have the guest order option \nCustomer: I don’t have a number for customer support \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you able to take a screenshot and send it to me for the camera you are trying to purchase?\nCustomer: Okay I will try to take a screenshot of the cameras I’m trying to purchase \nHuman Agent: we dont have an inbound phone number, we only have outbound calling. in the future if Mira is not assisting you you can say Agent into the chat and she will transfer your chat to a live rep. \nCustomer: D/static_file/49ee822f85_1_20250121140251.png\nCustomer: D/static_file/db0ef8cc57_1_20250121140312.png\nCustomer: These are the cameras I’m trying to purchase \nHuman Agent: We are currently out of stock for the indoor outdoor cameras. If you wish to purchase them you can try to purchase them instead on amazon or a third party site such as that or wait for them to be restocked. \nHuman Agent: We sold out due to the MLK sale so it will be some time until we restock. \nCustomer: Okay I’ll try Amazon and see if I can get a good deal for them \nHuman Agent: Okay, have a wonderful day."]
["Customer: Spare cables \nCustomer: Ordering replacement cables \nCustomer: Troubleshooting\nCustomer: Cables\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like you have generation 3 sPoE cameras. Are you wanting replacement cables between the cameras and the NVR then?\nCustomer: Yes\nCustomer: Where can I purchase them?\nHuman Agent: Okay, it looks like there are a few lengths you could choose from. Do you have a preference of 50, 82, or 98 foot cables? You can find them on places like Amazon and eBay, but I can also link you them directly based on what you'd like. \nCustomer: 82 foot please \nHuman Agent: https://www.ebay.com/itm/162572953244\nCustomer: Thank you \nHuman Agent: No problem. Is there anything else I can assist you with?"]
["Customer: Hello I would like to purchase a new repeater\nCustomer: I would like to purchase a zmodo MODEL:BS-0001 repeater for my current system. Can you advise how I can do this?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not make or sell the 8CH repeaters anymore, we only have the 4CH NVR repeaters, if you would like a link for those I can send that, otherwise you would have to search for listings online for a 8CH zmodo/funlux repeater for your system.\nCustomer: Ok send the link\nHuman Agent: https://www.ebay.com/itm/375286206306?_skw=Zmodo+Repeater&itmmeta=01JFJEG2GJ3G926CV0VPTT8YP1&hash=item5760cd0f62:g:-gcAAOSwCrRl4h5O&itmprp=enc%3AAQAJAAAA0HoV3kP08IDx%2BKZ9MfhVJKl3ZnPg0YXWRVRju6MyWcPisq19j%2FMddLTsGoFzCiMsROJeaTe1Q1xwZUh2nuzBOoJqVtP24CMtvOIXLPZQ5CN8CRsczeOrCnmNZoNoGNYEafJLYUTkLgc4kNJEX95rL5YVAETg48F452nW3wIrcw3Q9QAFEk%2Fkft48kUO0MbaqhcwnuVD6TAjeINAMYj2NTTdjq1iZh%2BNGVD%2FORxW4sM8hXjyBEe8QM%2Bzh%2Ffrr3CsxMIwNLc%2BMcCUY9I83L66RSQ8%3D%7Ctkp%3ABk9SR66owM78ZA Here is the link\nCustomer: Ok\nHuman Agent: Any other questions before we go?"]
["Customer: I have 3 of the 720p outdoor cameras. I would like to purchase 3 of the 1080p cameras. Will my yearly monitoring account transfer to the new cameras?\nCustomer: Ok. I will order them, Thanks for your help.\nCustomer: I want to order the 1080p our door cameras but they are on backorder. Can you tell me when I could expect them to be delivered?\nCustomer: I currently have 3 720p outdoor cameras. I want to replace them with the 1080p cameras. Your site says they are back ordered. If I order them today, when can I expect delivery?\nHuman Agent: Yes the 3 device subscription via apple will be able to be moved to the new devices. Where are you located? \nCustomer: Orlando Florida. Will the price remain as stated on your website?\nHuman Agent: It should yes, keep in mind you are not starting a new subscription but just moving the service over. For florida its usually 4 to 5 days."]
["Customer: I need a solar camera, I currently have 5 zmodo cameras\nCustomer: Can I hook up another brand with my zmodo\nCustomer: Can you recommend one that's compatible \nCustomer: I donot use the cloud\nCustomer: Again can you refer a camera\nCustomer: I'm able to pick a camera, I'm asking for one that's compatible with zmodo\nCustomer: I use to receive excellent customer service from zmodo when I could talk to you but I guess no more...\n\n\n\n\nCustomer: I tried,  obviously you rather i look it up..\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Mira is a chat AI she cant look up that kind of info. \nHuman Agent: We have several partners whos cameras are compatible with our app but not all cameras from unaffiliated brands work. The partners you yourself can look into is Funlux, Meshare, SHO Ai, Smartz Eaze."]
["Customer: Customer care agent\nCustomer: Hello Kylie I order (2) 4pk of the outdoor cameras last week with PayPal and wondering when I will get shipping information \nCustomer: D/static_file/219790b41c_1_20250310135502.jpg\nHuman Agent: Normally when the item is shipped it will send an automated email to the email you put on the order, sometimes it can go to the spam or not deliver if you ahev blocked our emails in the past at all. I can look up your order from my end and have it re send that info over to you, One moment while I look up the order. \nCustomer: Thank you \nCustomer: Yes\nHuman Agent: I am still ehre, its just taking a moment to look up all the details\nCustomer: I'm still here also (responding to keep chat open)\nCustomer: Having any luck?\nHuman Agent: Yes I was able to find the order information, I am inquiring with the marketing team as there are some notes made by them that im having trouble discerning, as far as I can tell I dont believe the order has sent from the warehouse and I'm checking as to why that is, I just sent them a message to inquire.\nCustomer: Ok thank you.  We use the cameras for our farm and calving season is getting under way so the sooner they get here the better!  🙂\nHuman Agent: Just got a response form the marketing team, The order just had a packing/processing delay, Marketing team told me that  your order will be processed and shipped out today for you.\nCustomer: Outstanding! Thank you for your help.  I assume once it ships the email with tracking info will also be sent\nHuman Agent: Once the items trackign is printed out and it is shipped it will send that tracking information to the email Bruce.koebrick@gmail.com Jsut keep an eye on that email. If for any reason you have not recieved an email after 5PM central time please contact us again, we can always look up orders and send you the tracking again in chat or email shoudl you need it.\nCustomer: Great thank you! Have a great day"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: There was an error in placing my order\nCustomer: support\nCustomer: Hello grant, earlier today I tried placing an order on your site and got error messages\nCustomer: I checked my credit card and it seemed 3 orders have been placed\nCustomer: Can we verify is an order has actually been placed?\nCustomer: the shipping address was 10107 Mangrove drive #205 Boynton Beach Florida\nCustomer: Grant are you there?\nHuman Agent: Could I have the Order Number from the purchase?\nCustomer: I do not have an order number\nHuman Agent: What email did you use to place the order?\nCustomer: joey.dirienzo@gmail.com\nCustomer: the delivery address is above\nHuman Agent: There is not an order placed today from that email address.\nCustomer: can you verify with the delivery adress\nHuman Agent: There is not an order placed today to that delivery address.\nCustomer: ok ...I'm wondering why i see three entries on my credit card..  thank you for confirming\nHuman Agent: You may want to check with your credit card company. Often when you try to purchase something, it will put a temporary charge on the card when the charge is being processed. There may be an issue with the payment or the charge from the credit card company.\nCustomer: thanks for thr advice\nCustomer: So normally if I place an order with zmodo I would get an email with an order numer?\nHuman Agent: Yes, there would be an email sent to your email address confirming the order and it will have an order number.\nCustomer: Thank you Grant\nHuman Agent: You're welcome."]
["Customer: AGENTE\nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: En español por favor\nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon, ¿en qué puedo ayudarte?\n\n\nCustomer: Tengo un sistema zmodo instalado en mi casa en Costa Rica\nCustomer: Parece que Zmodo Repetidor sPoE de 8 canales para cámaras Zmodo sPoE está fallando\nCustomer: Mi cuenta es wvives@gmail.com\nCustomer: He tratado de buscar para comprar uno nuevo pero no logro localizarlo. Puede ayudarme\nHuman Agent: Lamentablemente, no hemos producido dispositivos sPoE desde aproximadamente 2018, por lo que no tenemos repetidores nuevos, pero una empresa asociada todavía tiene algunos NVR de 4 canales más antiguos listados para usar solo como repetidor. Sin embargo, solo admiten 4 cámaras a la vez, por lo que si tuviera 8 cámaras, necesitaría dos repetidores. También deben conectarse directamente al enrutador principal, lo que puede ser otro factor potencialmente limitante. Aquí hay un enlace.\nhttps://www.ebay.com/itm/375286206306"]
["Customer: I sent an text \nCustomer: I can not pay everytime i put in credit card it says choose \nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Can you send a picture of where it ask you to choose? \nCustomer: i sent it by text\nHuman Agent: Okay, can you try another browser or try to clear cache on the current browser? \nCustomer: dont know how to\nCustomer: dont know how to\nHuman Agent: What browser are you using? \nCustomer: dont know what a browser is????\nHuman Agent: Are you using Chrome, edge, firefox? \nCustomer: what are they????\nHuman Agent: They are what you use to access the internet. \nCustomer: ??????\nHuman Agent: Is there someone who could assist you at the location? \nCustomer: no where do i look for what you want\nCustomer: I think i use chrome\nHuman Agent: I cannot help you make change to your computer/browser. But if you search on chrome how to clear cache it should bring up a guide."]
["Customer: I didn't receive all the items from my order\nCustomer: representative\nCustomer: agent\nCustomer: missing 4 cameras from my order\nCustomer: Order #O-ZS-5X09786198-1\nCustomer: Dillon, are you there?\nCustomer: helloz\nCustomer: yes i'm here\nCustomer: Can you help me or not?\nCustomer: Hello DILLAN!!!!\nCustomer: can you help me or not????\nCustomer: HELLOOOOOO!!!!!!!!\nCustomer: ???????????????????\nCustomer: What is going on DILLAN????\nHuman Agent: Hi, I apologize, are you still there? It seems I was assigned a chat while assisting a customer on the phone."]
["Customer: I had to buy a replacement camera for my SPoE system but you no longer make them so I was told to buy one online somewhere, which I did but the only \nCustomer: gen 2 to gen 3 adapter\nCustomer: SPoE camera adapter\nCustomer: ZCY00077015060811600\nCustomer: agent\nCustomer: Hello\nHuman Agent: We do not sell a Gen 2 to Gen 3 adapter. There may be cables available depending on what you need. Which kind of cable are you needing?\nCustomer: My existing camera that failed has a female USB plug and the cable has a male plug... The  new replacement camera I bought has a male USB plug \nCustomer: So I guess I need a ethernet end for the NVR end and a female USB on the camera end\nHuman Agent: Okay, so you have a Gen 2 camera now and would need a Gen 2 cable. There are going to be three lengths of cable:\n\n50 ft: https://www.amazon.com/Zmodo-W-USB015-50ft-Network-Cable/dp/B01GUDMB2U?ref_=ast_sto_dp\n\n82 ft: https://www.amazon.com/Zmodo-82ft-Generation-Network-Cable/dp/B08L47HLZQ?ref_=ast_sto_dp\n\n98 ft: https://www.amazon.com/Zmodo-W-USB030-98ft-Network-Cable/dp/B01GUD8L6K?ref_=ast_sto_dp\nCustomer: yep. that looks right...Thank You\nHuman Agent: You're welcome."]
["Customer: I Need Help with a Product Replacement Part\nCustomer: I need to replace my Repeater\nCustomer: I need to replace a part\nCustomer: My SPOE Repeater no loner works\nHuman Agent: Hi my name is Wendy\nHuman Agent: https://www.ebay.com/itm/375286206306?_trkparms=amclksrc%3DITM%26aid%3D777008%26algo%3DPERSONAL.TOPIC%26ao%3D1%26asc%3D20230823115209%26meid%3D07c9e52bd9a14bfe8b10007ee1303611%26pid%3D101800%26rk%3D1%26rkt%3D1%26itm%3D375286206306%26pmt%3D0%26noa%3D1%26pg%3D4375194%26algv%3DRecentlyViewedItemsV2SignedOut%26brand%3DZmodo&_trksid=p4375194.c101800.m5481&_trkparms=parentrq%3A29c638911920a62850f8ac77ffffaf98%7Cpageci%3Ae28f8b39-7b51-11ef-8b6e-5254ee79029f%7Ciid%3A1%7Cvlpname%3Avlp_homepage\nCustomer: Hi Wendy Mike here\nHuman Agent: Link on eBay to a 4 channel repeater replacement.\nHuman Agent: There are 4 channel repeater replacements on eBay - the BS-0001 repeaters are no longer in stock with no estimated restocking date\nCustomer: I Need to replace my 8 channel Repeater\nHuman Agent: There are 4 channel repeater replacements on eBay - the BS-0001 repeaters are no longer in stock with no estimated restocking date\n\nhttps://www.ebay.com/itm/375286206306?_trkparms=amclksrc%3DITM%26aid%3D777008%26algo%3DPERSONAL.TOPIC%26ao%3D1%26asc%3D20230823115209%26meid%3D07c9e52bd9a14bfe8b10007ee1303611%26pid%3D101800%26rk%3D1%26rkt%3D1%26itm%3D375286206306%26pmt%3D0%26noa%3D1%26pg%3D4375194%26algv%3DRecentlyViewedItemsV2SignedOut%26brand%3DZmodo&_trksid=p4375194.c101800.m5481&_trkparms=parentrq%3A29c638911920a62850f8ac77ffffaf98%7Cpageci%3Ae28f8b39-7b51-11ef-8b6e-5254ee79029f%7Ciid%3A1%7Cvlpname%3Avlp_homepage\nHuman Agent: or on eBay you can search for Model:  ZP-NE14-S-CR\nCustomer: is there a substitute I can use\nHuman Agent: this is the only repeater replacement option at this time.\nCustomer: 8 ch has been out of stock for over 2 years\nHuman Agent: yes bs-0001 repeaters are no longer available.\nCustomer: so meaning NO more?\nHuman Agent: Correct.  The only replacement option is the 4 channel repeater replacement on eBay that I provided a link to\nCustomer: for a $600 system that's it?\nHuman Agent: I'm not sure what you mean\nCustomer: the system I bought the repeater no longer works and the is no replacement part ?\nHuman Agent: There is a 4 channel repeater replacement available on eBay.  Here is the link again:  https://www.ebay.com/itm/375286206306?_trkparms=amclksrc%3DITM%26aid%3D777008%26algo%3DPERSONAL.TOPIC%26ao%3D1%26asc%3D20230823115209%26meid%3D07c9e52bd9a14bfe8b10007ee1303611%26pid%3D101800%26rk%3D1%26rkt%3D1%26itm%3D375286206306%26pmt%3D0%26noa%3D1%26pg%3D4375194%26algv%3DRecentlyViewedItemsV2SignedOut%26brand%3DZmodo&_trksid=p4375194.c101800.m5481&_trkparms=parentrq%3A29c638911920a62850f8ac77ffffaf98%7Cpageci%3Ae28f8b39-7b51-11ef-8b6e-5254ee79029f%7Ciid%3A1%7Cvlpname%3Avlp_homepage\nCustomer: I s there a router out there that is capable of SPOE\nHuman Agent: No\nCustomer: the 4ch will work with my 8 ch system?\nHuman Agent: If you have (8) sPoE cameras you would want to purchase (2) 4-channel repeater replacements.\nHuman Agent: D/static_file/f9dfb16211_1_20240925103136.png\nHuman Agent: Here is a diagram showing how you would connect them to your system.\nCustomer: Ok will give it a go... Thank you!\nHuman Agent: You're welcome"]
["Customer: hi\nCustomer: i have 3 camera installed but only 2 subscribed \nCustomer: how to add 3rd camera to existing subscription\nCustomer: customer support\nCustomer: Hi Kylie\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you able to go to the cloud section and scroll down to where it shows the subscription plan, devices and take a screenshot and send that to me in the chat here?\nCustomer: D/static_file/43c9d58384_1_20241202145132.jpg\nCustomer: oh. i found it\nCustomer: just enabled it\nCustomer: i am good there\nCustomer: i have another question\nHuman Agent: Okay, Great!\nCustomer: i am planning to buy Zmodo 1080p Indoor/Outdoor WiFi Camera\nCustomer: which is same as what i have already. correct ?\nCustomer: also , i see these cameras are wired camera\nCustomer: what type of wire i should buy to run wire from power plug to camera\nHuman Agent: You currently only have the 720P resolution cameras, These cameras will be more up to date and it will just be a newer model of camera.\nHuman Agent: Do you mean to plug the camera into a wall outlet or?\nCustomer: yes\nCustomer: if i buy camera Zmodo 1080p Indoor/Outdoor WiFi Camera\nCustomer: will it come with wire to run from power plug to camera\nCustomer: ?\nHuman Agent: Yes, The cameras come with a 5FT male Micro USB cord with a 5V 1A wall adaptor that it attached. \nCustomer: or i have to buy wire seperatly\nCustomer: ok. \nCustomer: incase if i have to return, how to do ?\nHuman Agent: If you order directly from us the return window is 30 days from the date the camera is purchased, there is a forum called the RMA forum you would fill out and submit, once approved then you would return the camera along with any accessories.  This same form is also sued for waranty replacements should you need that, the waranty for the cameras is a year from the date of purchase. \nHuman Agent: you would go to https://zmodo.com/rma in order to do that\nCustomer: thank you\nCustomer: i am good for now\nHuman Agent: Okay, great. Have an awesome day"]
["Customer: customer service\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: i am unable to order from the website,, the add to cart button isnt working\nCustomer: hello?\nHuman Agent: What item are you trying to purchase? If the button is greyed out, it is out of stock."]
["Customer: do you carry mode SD-H1080P-Z-4\nCustomer: do you have model SD-H1080P-Z-4\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Our current models would be nearly identical on specs, but would likely not be that exact model's 4 pack."]
["Customer: Hi, I need to purchase the power cord for my camera model ZP-IBH15-W. I could not find it in the Zmodo store.\nCustomer: How can I reach the customer support center?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Mira is a Chat AI shes able to assist simple questions and setup questions but shes not trained on sending links or give cord advice so you can always say Agent into chat to get a live rep at any time\nHuman Agent: Let me look up the camera model you sent earlier in the chat and help you find what cord it uses, one moment.\nCustomer: Hi Kylie, my name is Enrique. I accidently stepped on the powerccord for camera, model ZP-IPH15-W. How can I purchase nother one.\nHuman Agent: Looks like for that camera the Cord is a 5FT Micro USB cord with a 5V 1A walla daptor. We dont sell our cords individually only with the cameras when they are ordered. The MIcro USB cords are used by allot of electronic devices such as phoens as chargers so it is easy to find them locally at places such as bestbuy, wallmart, ect.  You can try looking locally if you wish or use online sites sucha s amazon. The cord jsut has to be 5FT or less for the 5V 1A wall adaptor. If the adaptor is not 5V 1A and the cord is 5FT long or longer by mroe then 5 extra feet it can damage the camera because tis not powering it properly so jsut be careful with doublechecking the amrage and voltage on the packaging or online listing\nCustomer: In my opinion, Zmodo should have accessories such as power cords for its products. Thank you for the information.\nHuman Agent: Also, if the wall adaptor you purchase says its a \"fast charging\" wall adaptor I would not get them unless the actual wall adaptor says its only 5V 1A.\nHuman Agent: Happy to be of assistance, have a great day."]
["Customer: Hi I have multiple cameras down due to my repeaters not being operable \nCustomer: Do you sell an 8 port repeater? \nHuman Agent: We do not have an 8 Channel repeater available. You can purchase two 4 Channel repeaters here https://www.ebay.com/itm/375286206306?itmmeta=01HQXP2BEMQV0GDRFPDTNVHBYK&hash=item5760cd0f62:g:-gcAAOSwCrRl4h5O"]
["Customer: Do I need Internet connection to use a Zmodo camera? In other words, can it just be linked to my phone to work?\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. It needs an internet connection.\nCustomer: So if I use data on my phone rather than WiFi will the camera still work with there being no internet in my home? \nCustomer: Thanks\nCustomer: What is the cost of the outdoor camera along with the solar panel?\nCustomer: I think you answered the question about not needing an Internet connection then just being connected to my phone, which is good. The reason is, I will not have Internet anymore. However, I’m going to have the need for a solar panel since there will not be electricity either for a little while.\nCustomer: OK, so you’re saying just during the set up I have to have internet connection? I’m not really sure what ZMP. \nCustomer: During this time of use after set up, can I be several miles away and still use the camera for my phone?\nCustomer: Are you a real person or AI? \nHuman Agent: Okay, so I think there are a few things that were confused here. The camera needs an internet connection for you to be able to view it. So the camera would need to be connected to a Wi-Fi network. We do not have a camera that is solar powered.\nCustomer: OK, thanks! Whatever that chat was made it seem like I did not need Internet. Thanks for your help Grant. \nHuman Agent: It was just telling you how you can view the camera. But the camera is a Wi-Fi camera, so it needs an internet connection.\nHuman Agent: You're welcome."]
["Customer: Would like to purchase a camera\nCustomer: SKU SD-H2921-B camera\nCustomer: No I would like to purchase one camera SKU  SD-H2921-B\nHuman Agent: Hi my name is Wendy.  We are out of stock of SKU  SD-H2921-B\nCustomer: I  am at your web sile\nCustomer: ok that is what I wanted\nHuman Agent: If the \"add to cart\" button is grayed out that means the product is out of stock.\nHuman Agent: okay."]
["Customer: Live agent\nCustomer: Hi Grant, will your battery powered remote control camera work with the old Zmodo app or do it only work with smart eaze\nHuman Agent: You can use the cameras on either app. The account is the same between the Zmodo app and the Smartz Eaze app.\nCustomer: Thank you\nHuman Agent: You're welcome."]
["Customer: Is it possible to buy two more cameras to add to these?\nCustomer: 1\nCustomer: Do you have wireless outdoor camera cameras?\nCustomer: I thought I was ordering wireless and I have four more cameras, but they have wires with them to plug into electric outlet\nCustomer: Thank you \nCustomer: Is there a phone number I can call and speak to someone?\nCustomer: Agent \nCustomer: Customer care agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nHuman Agent: Only cameras we have that do not require a plug are these, they are rechargeable.  https://www.amazon.com/Zmodo-Security-Rechargeable-Detection-Waterproof/dp/B0DJ1LFNRP/\nCustomer: OK, I will go look at these. Thank you.\nHuman Agent: Okay, Have a great Day."]
["Customer: Having trouble adding products to cart.\nCustomer: How?\nCustomer: It sent me here.\nCustomer: Having trouble purchasing cameras.\nCustomer: Cant add products to cart.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you take as screenshot of the camera you are trying to order, its very possible that we are out of stock for that specific camera and a screenshot will tell me exactly which one yo are trying to purchase."]
["Customer: I've cleaned out all of my cookies and instead of using duckduckgo as my browser.   I restarted my computer and again attempted to buy 3 indoor and 3 outside camera's (6)   Instead of using Duckduckgo, I switch over to Microsoft Edge and that did NOT work.   Your WEBSITE isn't working.   Do you have a phone number I could call to place an order????   I've been wasting allot of time to make a simple transaction.    I'll go elsewhere is you can take a call and order\nCustomer: Are you a human or a bot?    \nCustomer: bot or human\nHuman Agent: Hello, you've reached customer care, my name is Kylie. you were speaking to the chatbot, I am a live agent\nHuman Agent: If you are unable to order the product then the item is out of stock, you cna try ordering another camera otherwise you can also try ordering the product on amazon isntead\nHuman Agent: We dont do orders over the phone so this is something we would not be able to do for you unfortunately.\nCustomer: I can go to your competitor and buy a similar product and I will then stop using your camera's\nHuman Agent: Okay, that's your digression. \nHuman Agent: Have a good day."]
["Customer: i need 35 Zmodo 1080p Indoor/Outdoor WiFi Camera\nCustomer: can i talk to someone ?\nCustomer: i need to buy 35 cameras\nCustomer: can i talk to someone \nCustomer: sales department \nCustomer: Agent\nHuman Agent: We sell our cameras on out store at zmodo.com and on Amazon. You can purchase the cameras there."]
["Customer: my camera showed \"offline\" but the issue is the power plug (power to camera). Do you sell that?\nCustomer: my camera showed \"offline\"\nCustomer: no, if I plug it to another camera's power line, it works fine.\nCustomer: -1\nCustomer: where can I get the power source?\nCustomer: your power converter burned out\nCustomer: hello\nCustomer: it's YOUR power plug\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the model or name of the camera on the app to provided your the correct power supply option\nCustomer: zp-ibh23-w\nCustomer: that's on the camera. The one showed on my Amazon order is: SD-H2921-B-2\nHuman Agent: Is it the one named Living room or mom? \nCustomer: it has been removed and I tried to readd it back but not working\nCustomer: when I plug it to another power (from another camera) I see the blue light\nHuman Agent: Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: zmd1315f800184\nCustomer: 4\nCustomer: ZMD13I5F8001844\nHuman Agent: Thank you \nHuman Agent: A replacement power supply can be purchased here https://www.ebay.com/itm/374229394064\nCustomer: is this legitimate zmodo items?\nHuman Agent: Yes SHO is a trusted seller. \nCustomer: TY\nCustomer: why don't Zmodo sell its own devices?\nHuman Agent: We do not have any power supplies for sale currently \nCustomer: ok\nHuman Agent: Do you have any other questions? \nCustomer: How to reset the camera"]
["Customer: I need to buy replacement camera can you help me? X0022H5PXR zmodo sPOE 720p HD IP Camers is what I’m looking for!\nCustomer: Ok\nCustomer: D/static_file/5986fae541_1_20241030112828.jpg\nHuman Agent: We do not make and sell sPoE cameras any longer and have not for several years. You can try looking at third party sellers (Amazon, eBay, etc.) to see if there are any available.\nCustomer: So what are my options with zmodo\nHuman Agent: We do not sell cameras that would work with a 720p NVR. The cameras we currently sell are 1080p cameras and they would not be compatible with the NVR system.\nCustomer: Ok can I buy a whole system?\nHuman Agent: You can look on our website zmodo.com or on Amazon at the Wi-Fi cameras if you would like to. If by \"whole system\" you also are looking for an NVR, then you would not be able to purchase that from us. We have not made NVR systems for several years."]
["Customer: do the cameras have 2 way audio?\nCustomer: does the camera have a 120 degrees or 180 degrees view/\nCustomer: ?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. May I know which camera you're referring to so I can give more information on it?\nCustomer: indoor\nHuman Agent: Are you meaning the mini pros like this? \nhttps://www.zmodo.com/1080p-indoor-wifi-camera/\n\nIf so, they do have 2-way audio and a 130 degree field of view."]
["Customer: Troubleshooting\nCustomer: Nvr settings \nCustomer: How to sinc with NVR \nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Can i return some cameras i purchase that arent compatible with NVR\nHuman Agent: Did you order them from us or from a third party such as amazon?"]
["Customer: NVR ZP-NM28 and camera ZP-IBH23-W are compatible? Can NVR ZP-NM28 record camera ZP-IBH23-W in the hard drive?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. That camera model is not compatible with NVRs. None of our new cameras will work with NVR systems. If you are wanting to get a camera that does work with an NVR we have a partner who sells one camera that is compatible and I can send you the link for that.\nHuman Agent: https://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7/ Here is the link for the cameras form our partner that are compatible with our NVR systems\nCustomer: https://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7\nCustomer: Kylie?"]
["Customer: I’m in need of some power cords for my Zmodo camera \nHuman Agent: Hi my name is Wendy\nHuman Agent: https://www.zmodo.com/5v-1a.html\nHuman Agent: This type of power adapter 5v 1a micro usb would be compatible with the cameras on your account.\nCustomer: I’ve been to the Zmodo store and cannot find what I need \nHuman Agent: Here is a direct link to it:  https://www.zmodo.com/5v-1a.html\n\nor enter PS-USB in Zmodo.com's search bar"]
["Customer: Why won’t it let me click on add to cart for the white outdoor cameras?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If its not letting you add a device to the card that means the item is sold out. If you want that specific camera you can try checking on amazon to see if perhaps they would have it in stock there as amazon also sells our products and they may have them in their warehouses in stock perhaps."]
["Customer: Hi.  I have a camera system from you all a few years old.  Model #ZH-NI14 is what I see on the camera.  I also have an ID# as well.  I was wondering if I could find another camera or a compatible on to work with the system because 1 camera is failing.\nCustomer: Device ID is Z<D11KL49000280I\nCustomer: ZMD11JK49000280I\nCustomer: that is what I have found\nCustomer: Can I speak to a human\nHuman Agent: That looks like a 720p NVR system. You would need a Zmodo or Funlux 720p camera for it to display and record properly to the NVR system. Unfortunately, we do not make 720p cameras any longer so we do not have any for sale. You can try looking at third party sellers (Amazon, eBay, etc.) to see if there are any available.\nCustomer: I will look...do I need to look for specific model #'s or should any 720p zmodo camera work?\nCustomer: How can I verify compatibility\nHuman Agent: As long as it is a 720p Zmodo or Funlux camera, then it should be compatible. Unless it is a specialty camera (doorbell camera or Pivot camera)."]
["Customer: What other Cameras work with your app? \nCustomer: What other brand cameras can i connect to the meShare application \nHuman Agent: Hello, my name is Grant. The meShare app will work with Zmodo cameras, as well. So if you are looking for new cameras, I would recommend looking at Zmodo cameras.\nCustomer: Ok great, that's all I needed to know."]
["Customer: Agent\nCustomer: Agent\nCustomer: Do you sale part for your device I need the stand for mini pro cam indoor \nHuman Agent: Let me check and see if we have any stands for those cameras available.\nHuman Agent: You can purchase a replacement stand here https://www.ebay.com/itm/375628514345\nCustomer: I look on eBay and I can’t find it they don’t have it \nHuman Agent: Did you use the URL that I sent?\nCustomer: Ok got it thank you \nHuman Agent: You're welcome.\nCustomer: Can’t you check something on cloud acc \nHuman Agent: What question do you have about your account?\nCustomer: I choice by mistakes the premium but I wanted the regular one \nHuman Agent: It looks like you have the Platinum Plan for two devices on your account. The subscription is managed through your Apple account. So you would need to cancel through the Apple account. Then you could adjust or change the subscription if you wanted to for future subscriptions.\nCustomer: Are you there \nHuman Agent: Yes I am here."]
["Customer: Troubleshooting\nCustomer: Can I call to you?\nCustomer: Actually I need 16 channel repeater so how can I purchase?\nHuman Agent: Hi my name is Wendy.\nCustomer: Hello.\nHuman Agent: We are out of stock of repeaters and do not have an estimated restocking date.  There are 4 channel refurbished repeater replacements on eBay.  One moment I will find it for you.\nCustomer: I have 8 channel Zmodo repeater but I want to try to 16 channel repeater so..\nHuman Agent: https://www.ebay.com/itm/375286206306\nCustomer: Do you have 16 channel repeater?\nHuman Agent: If you have a BS-0001 repeater and you need to replace it, the only option is this 4 channel refurbished repeater on eBay.  We have no repeaters in stock.  No estimated restocking date.  We are focusing on wifi cameras now and have a variety of indoor and outdoor wifi cameras available on Zmodo.com\nHuman Agent: We do not have a 16 channel repeater.\nCustomer: Which company's repeater can be worked with Zmodo camera?\nHuman Agent: No 3rd party repeaters would be compatible\nCustomer: If so, I've been purchased 4 channel through Zmodo support team below.\n\nHello,\n\nThis email has information on replacement repeater for your system. To replace your repeater, we have 4 CH NVR (Refurbished and use as repeater) devices available for purchase. The devices are listed at $39.99 each, but when you purchase more than one, it discounts it to $29.99 each.\n\nHere is a link to where you can purchase the 4 CH NVR (Refurbished and use as repeater):\nhttps://www.funlux.com/4-channel-use-as-repeater.html\n\nPlease let me know if you have any questions or need any assistance.\nCustomer: Still same price?\nHuman Agent: The 4 channel repeater replacement available on eBay is $44.99 each\nHuman Agent: https://www.ebay.com/itm/375286206306\nCustomer: OK.. Thanks..\nHuman Agent: You're welcome\nCustomer: If I want to contact you guys through phone call, can I do?\nHuman Agent: I can send you an invite to schedule a callback but there are no inbound calls.  Would you like me to send you the invite?\nCustomer: 248-824-9409, Matthew..\nHuman Agent: I just sent you an invite so you can schedule a callback\nCustomer: Thanks..\nHuman Agent: You're welcome"]
["Customer: Is their a number I can reach your support at\n\nCustomer: Agent\nCustomer: Is their a number I can talk to someone \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. We don't have a number to call, but can schedule a callback if you would like by tapping the button to schedule a call. Otherwise I'd be happy to help now if you would like. \nCustomer: Is their a way to purchase a new ever for the security system I have\nHuman Agent: A new ever? \nCustomer: Dvr \nHuman Agent: Ah, we have not produced DVRs since around 2015 and have not made NVRs since around 2018. DVRs are no longer supported in our apps, but NVRs could potentially be purchased used places like Amazon or eBay. There don't seem to be any devices on your account though so I'm not sure what you have currently. What is your current system's model?\nCustomer: D/static_file/be7c8d6c97_1_20240920141657.png\nCustomer: I need the box in the middle\nHuman Agent: Okay, it seems you have an NVR. You could likely find a replacement device on Amazon or eBay then. It would need to be a Zmodo or Funlux NVR and if you have 1080p cameras you would need a 1080p NVR. If you have 720p cameras, either would be fine. \nCustomer: Hello \nHuman Agent: Yes, I said \"Okay, it seems you have an NVR. You could likely find a replacement device on Amazon or eBay then. It would need to be a Zmodo or Funlux NVR and if you have 1080p cameras you would need a 1080p NVR. If you have 720p cameras, either would be fine. \""]
["Customer: I am trying to add you product to my cart but I can't seem to do so\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If the item is not wanting to go into your card it means the product is out of stock currently\nHuman Agent: You can try checking amazon for the camera to see if perhaps amazon would have it in stock in the warehouse or you can wait until it is restocked on our website for you to purchase."]
["Customer: Can I buy replacement cords for our cameras from you?\nCustomer: Can I buy replacement cords for our cameras from you?\nCustomer: Hello?\nHuman Agent: The cameras on your account will use a 5V1A power adapter with a micro-USB connector. You can purchase them from us here https://www.zmodo.com/5v-1a.html but you can also find them at Amazon, BestBuy, Walmart, and similar stores. It is a pretty common power adapter that is used for many different devices.\nCustomer: Or cords now do not use a usb we do not want to do that we want to buy the original cords \nCustomer: they are outside so we worry about the weather \nHuman Agent: The connector that plugs in to the wire from the camera is a micro-USB connector. That is what your camera currently uses.\nHuman Agent: At least for the five cameras currently on your account.\nCustomer: Oh ok so its not a usb that connects to the actual outlet piece\nCustomer: we have 6 I believe \nHuman Agent: The micro-USB connector is what plugs in to the wire coming from the camera. You need a male micro-USB connector on the wire from the power adapter or it would not be able to plug in to the camera.\nCustomer: ok got it \nCustomer: That is for all 6 of our cameras?\nHuman Agent: There are 5 cameras on your account. All 5 of those cameras use the same power adapter.\nCustomer: So why on my home screen where I have cameras with screens I have 6 \nHuman Agent: There are 6 devices on your account. Five Wi-Fi cameras and an NVR system.\nCustomer: is that the one labeled Shop?\nHuman Agent: That is a NVR system, yes.\nCustomer: Oh ok great well we will get new cords ordered and see if we can get our system back online thank you!\nHuman Agent: You're welcome.\nCustomer: Sorry was looking at cords and all of then have USB ends that is what I was affraid of online \nCustomer: I was going to try and have you look at one that was at like amazon but we are worried about the USB\nHuman Agent: Okay, you can send me a link to it and I can look at it.\nCustomer: I can't find one that doens't have the USB end to plub into a box that is a 1A\nHuman Agent: That is fine. It does not matter if it has a USB end to plug in to the power adapter that plugs in to the wall."]
["Customer: How can I get an spoe repeater for my system?\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: You currently have a BS-0001 repeater?\nCustomer: Hi, it’s older I think, for old ND12 system \nHuman Agent: Is it an 8 channel repeater?\nHuman Agent: D/static_file/cac1d6088c_1_20250306143838.png\nHuman Agent: It looks similar to this picture? \nHuman Agent: We no longer have the BS-0001 8 channel repeaters but there are refurbished 4 channel repeater replacements available on eBay.\n\nhttps://www.ebay.com/itm/375286206306?_trkparms=amclksrc%3DITM%26aid%3D777008%26algo%3DPERSONAL.TOPIC%26ao%3D1%26asc%3D20230823115209%26meid%3D549ba07516a7418fb68b291ed01d76a7%26pid%3D101800%26rk%3D1%26rkt%3D1%26itm%3D375286206306%26pmt%3D0%26noa%3D1%26pg%3D4375194%26algv%3DRecentlyViewedItemsV2SignedOut%26brand%3DZmodo&_trksid=p4375194.c101800.m5481&_trkparms=parentrq%3A6d2bc4fe1950aab044b7b8d2fffff5e8%7Cpageci%3A914c9ed4-faca-11ef-a018-126e3ba349ad%7Ciid%3A1%7Cvlpname%3Avlp_homepage\nHuman Agent: If you have (8) cameras you would want to purchase (2) 4 channel refurbished repeater replacements. I will attach a diagram showing how they would connect to your kit.\nHuman Agent: D/static_file/8c54b12971_1_20250306144006.png\nCustomer: Yea, I need 2 but that’ll depend on price \nHuman Agent: https://www.ebay.com/itm/375286206306?_trkparms=amclksrc%3DITM%26aid%3D777008%26algo%3DPERSONAL.TOPIC%26ao%3D1%26asc%3D20230823115209%26meid%3D549ba07516a7418fb68b291ed01d76a7%26pid%3D101800%26rk%3D1%26rkt%3D1%26itm%3D375286206306%26pmt%3D0%26noa%3D1%26pg%3D4375194%26algv%3DRecentlyViewedItemsV2SignedOut%26brand%3DZmodo&_trksid=p4375194.c101800.m5481&_trkparms=parentrq%3A6d2bc4fe1950aab044b7b8d2fffff5e8%7Cpageci%3A914c9ed4-faca-11ef-a018-126e3ba349ad%7Ciid%3A1%7Cvlpname%3Avlp_homepage\nCustomer: Please just email me at jeremytcannon@gmail.com if I’m able to order"]
["Customer: Hi, I'm needing a power supply for an outdoor camera. Do you have them?\nCustomer: I bought them from you\nCustomer: I need a power supply for an outdoor camera\nHuman Agent: Hi my name is Wendy.  If you are needing a 5v 1a micro usb power supply for camera named shed you can purchase one on Zmodo.com\n\nLink to 5v 1a micro usb power adapter:  https://www.zmodo.com/5v-1a.html\nCustomer: thank you\nHuman Agent: If you purchase the cable on Zmodo.com enter promo code: spring45 at checkout to get 45% off your order.  Promo code valid until Feb 2, 2025."]
["Customer: Is the zm-ss7008d8 nvr compatible with zp-ibh27-w wireless camera? \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Our latest cameras, including the one you mentioned, are generally not compatible with any NVRs due to a difference in how the cameras handle video compression."]
["Customer: Set up\nCustomer: I am trying to purchase a replacement outdoor camera but is having difficulty using your website to get the 50% holiday discount.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you having trouble adding a device into the cart or?\nCustomer: Yes.\nHuman Agent: If it is grey when you are looking at the listing that means it is sold out. Is it grey when you are trying to click on the add to cart \nCustomer: I was troubleshooting with you yesterday when you suddenly disappeared.\nI have since concluded that the camera in reference is defective and I am now trying to replace it.\nCustomer: No it’s not grey.\nHuman Agent: Can you send me a screenshot of the listing your trying to add to the card for me?\nHuman Agent: I did not disappear you stopped responding to my messages and the chat timed out. \nCustomer: I am unable to after several attempts.\nI do not know why I am having so much difficulty using your website.\nHuman Agent: If when you click on the listing it is blue, then goes grey that means its sold out, is it grey at all?\nCustomer: In the past I was able to reach a live agent for conversation but that has all gone away.\nHuman Agent: I am a live agent.\nHuman Agent: Can you send me a screenshot of the listing your trying to add to the cart for me?\nCustomer: But I can’t speak to you directly to assist me in obtaining the device I need.\nHuman Agent: We are speaking through chat, do you mean via phone call? We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\nCustomer: Yes, via phone call to speak with a rep.\nThat would be helpful and resolve my frustration.\nHuman Agent: Okay, I sent the call scheduler for you to submit a callback.  All the times are for central time zone and don't put any spacing or dashes in the phone number or else it will not submit. \nCustomer: Sorry, I was busy setting up a callback."]
["Customer: Need to make a purchase \nCustomer: The website won’t let me add to cart \nCustomer: -1\nCustomer: Speak to person \nHuman Agent: Hi my name is Wendy.  What product are you trying to purchase?"]
["Customer: Why did you black Friday sale prices increased by $10 all of a sudden\nCustomer: I’d like to speak to a live representative and customer support\nCustomer: Agent \nCustomer: I attempted to purchase four of your white Zmodo cameras from your store and your black Friday prices and wasn’t allowing me to do that so I contacted Dylan through email this morning and sent him a picture of what I was trying to do and why I wasn’t able to do it through your website in the store. Can you please help me and give me the same price which was $70.04 of them. \nHuman Agent: The Black Friday Sale started today, so it was not available yesterday. The sale is 50% off for the cameras in the store. The 4-pack of cameras would be $80.00 with the Black Friday Sale discount.\nCustomer: I went on your website this morning and the cameras were four for $70. I have a picture of that when I sent the picture to Dylan through the email this morning asking him why I could not purchase them through the Store website on my phone. he has not replied yet since that point in time you have obviously raised your price is $10 so what I’m asking you to help me with is for me to purchase four of your white Zmodo cameras for $70 the ones with the metal case can you help me? \nHuman Agent: It also looks like those cameras are currently out of stock.\nCustomer: OK, so they’ve been out of stock then for over six months why are they still on the website?\nCustomer: Also, do you charge for shipping and handling if I purchased the cameras on your website from the store?\nHuman Agent: The cameras have not been out of stock for six months. The larger bundles of cameras do tend to go out of stock more quickly than the individual cameras. There are the black cameras and the white renewed cameras still in stock currently. There is free ground shipping on the cameras.\nCustomer: OK, so can I purchase the four black cameras at the price I saw this morning which was $70 instead of the price it is now at 80\nHuman Agent: The price on the cameras is $159.99 so the cameras will cost $80 with the Black Friday Sale discount. That is how much they will cost if you would like to purchase them.\nCustomer: But when I saw them this morning, the price for four was 139.99 and they were $70\nCustomer: I have a picture\nCustomer: I even emailed the picture to Dylan this morning\nHuman Agent: I understand, but prices for the cameras, just like any other product, can change. The price on the cameras is $159.99 so the cameras will cost $80 with the Black Friday Sale discount.\nCustomer: The picture I took this morning was from your black Friday sale\nCustomer: I’ve been a little customer of this company for 10 years. Can you please honor the picture that I saw this morning?\nCustomer: I’ll make the purchase right now with you\nHuman Agent: I cannot make a purchase for you. If you want to purchase the cameras, you would purchase them through the website at the price listed on the website.\nCustomer: It’s almost like I’m speaking to a robot. Your customer service skills are atrocious and I will purchase cameras but not from you. I’ll change companies completely. Thank you very much. Have a nice day.\nHuman Agent: It may seem like you are speaking to a robot because you are asking the same question and unfortunately, the answer to that question does not change. I am not able to change the price of the cameras. The price of the cameras is the price that is listed on the website and I am not able to change that.\nHuman Agent: You have a good day, too."]
["Customer: Hi, don't you have more of the outdoor wifi cameras in stock?\nCustomer: Talk to a human?\nHuman Agent: It looks like we have refurbished outdoor Wi-Fi cameras in stock currently.\n\nhttps://www.zmodo.com/1080p-wireless-security-camera-1pack-refurbished\n\nhttps://www.zmodo.com/1080p-wireless-security-camera-black-refurbished"]
["Customer: I need more cameras, 2 failed recently\nCustomer: -1\nCustomer: Never mind I’ll try calling\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We no longer have inbound calling only outbound which is done Via schedule. However our calls are reserved for troubleshooting or billing issues. \nHuman Agent: If you are wanting more cameras I would advise visiting our website, zmodo.com so that you can purchase more cameras"]
["Customer: I need to buy another doorbell camera \nCustomer: Door bell camera \nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have any doorbell cameras in stock, you can try looking on third party sites to see if there would be any in stock there, we sold out of the latest model we made and have not made a new one yet. Its possible that is something that is on the horizon in the future, but until then we will remain out of stock on our direct website."]
["Customer: I need to talk to an agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?\n\nCustomer: We ordered three new cameras. ZM-w0002-3.  They do not have the screw attachment on the bottom to attach them to a magnet or tri pod.  Do you still make this type?  Our old ones were Zmw-0002.  This is Deb Tompkins\nCustomer: We like the other type and attach them toa magnet for our steel siding so we do not have to drill holes\nHuman Agent: The black version of the camera might https://www.zmodo.com/1080p-wireless-security-camera-black You are meaning like this correct\nCustomer: D/static_file/7e496f191e_1_20240930151922.jpeg\nCustomer: Like this \nCustomer: Yes that would be the one.  The black one you mentioned.  Did you make this one we ordered differently evediently \nCustomer: Looks like we may have ordered the wrong model. \nCustomer: Are you still there\nHuman Agent: Yes I am here \nHuman Agent: Yes there is different models with different bracket types. \nCustomer: Oh yes I can now see that.  \nHuman Agent: The newer white models all have the brackets attached. \nCustomer: Oh ok that is the ones we got in error.  Ordered wrong ones. \nHuman Agent: Okay, do you recall when it was purchased? \nCustomer: We ordered them just a little over a week ago, but from Amazon. \nCustomer: Just got them Saturday. \nCustomer: We’ve already installed them so guess we will have to make them work for us. \nHuman Agent: Okay\nCustomer: Thank you. \nCustomer: We now have 11 cameras from Zmodo.   Work well for us. \nHuman Agent: Okay is there anything else we can help with today./ \nCustomer: No\nHuman Agent: Okay I hope you have a great day!"]
["Customer: I would like to buy more cameras \nCustomer: Can you give me the website to buy it \nCustomer: What is your website \nHuman Agent: You can purchase cameras at zmodo.com or on Amazon.\nCustomer: Is this camera will work with your app\n3MP 2K Window Camera,2.4GHz & 5GHz WiFi Indoor Cameras for Home Security"]
["Customer: what is the temperature rating on the Zmodo Security Camera Wireless Indoor Outdoor\nCustomer: agent\nCustomer: where I live it can get as low as 30 below\nCustomer: -30 F\nHuman Agent: The working environment temperatures for the Indoor/Outdoor cameras are 14-122 degrees Fahrenheit. You can look at other technical specifications on the cameras on the store listing for the cameras at zmodo.com if you would like to.\nCustomer: is that all the cameras? My zmodo door bell camera works with no issues.\nHuman Agent: They would have similar temperature specifications. The cameras can work outside of those temperatures, but it may cause issues or the cameras may shut down or reboot if they get too hot or cold.\nCustomer: Thank you for your help. I may give the new one listed on amazon a try. I do not see it listed on the zmodo website to buy directly\nCustomer: https://www.amazon.com/Zmodo-Security-Rechargeable-Detection-Waterproof/dp/B0DJ1LFNRP?ref_=v_sp_product_dpx\nCustomer: just to check, this is a legit listing?\nHuman Agent: Yes, that is a listing for the battery powered cameras.\nCustomer: Thank you for your help\nCustomer: Have a great day\nHuman Agent: You're welcome. You have a good day, too."]
["Customer: I need technical support on ordering a new microplug connecting cord for my outside camera. \nHuman Agent: Hello, you've reached customer care, my name is Kylie, do you know the Model of the camera you are trying to find a cord for? \nCustomer: D/static_file/25e1ec358f_1_20241104143217.jpeg\nCustomer: Picture attached. Did you get it?\nHuman Agent: Thank you, Let me look up this model to see what type of cord it uses, one moment\nHuman Agent: Yes I just received it. \nCustomer: I need the plug that fits into the cord attached to the camera then plugs into an outdoor outlet.  \nHuman Agent: Okay, It looks liek for this camera it uses a 5V 1A adaptor with a 5 foot Male Micro USB cord, let me check and see if we have these in stock to send you a link, One moment. \nCustomer: And how much?\nHuman Agent: We do have the cords in stock, here is a link. https://www.funlux.com/accessory/5v-1a.html \nHuman Agent: The price is $12.95 and there is a free shipping option when checking out.\nCustomer: Thank you so much. Ordering now. \nHuman Agent: You're welcome, is there anything else I can assist you with today?\nCustomer: You said the free shipping is an option.  Do I need to know a secret code or something for free? \nHuman Agent: No, when going through the checkout when you get to the shipping area of checkout it will show as an option there, if you do not see it then that may mean the mail carrier does not have a free option for your zone perhaps. \nCustomer: There needs an option or promotion code for free shipping.  Can you give that to me? \nHuman Agent: No we don't have any Promotion codes for the free shipping unfortunately\nHuman Agent: If this doesn't work for you you can look for a cord locally or elsewhere online, you would just have to make sure to buy the correct cord and Adaptor. You would want a 5V 1A wall adaptor that does not have Fast charging (fast charging means the Volts and Amps change) and use a 5FT cord, if you get a longer cord it will damage the camera over time unless you get a higher amperage wall adaptor to compensate."]
["Customer: Does the basic plan come with the zmodo system from the start? Is it the same as the small clips that you can watch from your cell phone?\nCustomer: It is mentioned that the basic plan is free.\nCustomer: hi\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Yes, there is a free plan that all devices come with, though there are optional cloud recording and storage plans you may also subscribe to if you wish. \nCustomer: That is the question I was asking. \nCustomer: That is the question I was asking. \nHuman Agent: The Zmodo app has free event clips up to 15 seconds in length with a 3 minute cooldown between them that are held on our servers for 12 hours. \nCustomer: I know there are pay plans but I can watch short clips on my cell phone \nHuman Agent: Yes, my last message has information on how those work. You may also freely view and clip the live video of your devices as well. \nCustomer: only for a few seconds\nHuman Agent: Yes, the free plan's event clips are only a maximum of 15 seconds in length. \nCustomer: ok i thank you for the help\nHuman Agent: No problem. Is there anything else I can help you with?\nCustomer: i will end the chat now\nCustomer: thanks\nHuman Agent: Okay, have a good weekend!"]
["Customer: Where can you get a repeater \nCustomer: No that’s not it\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: My wired cameras don’t work \nCustomer: I need a new repeater \nCustomer: New person\nCustomer: -1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We no longer sell the 8CH NVR repeaters, only the 4CH repeaters can be found on eBay, I can send you a link to those if you would like that. \nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Representative \nHuman Agent: You can purchase a replacement repeater here: https://www.ebay.com/itm/375286206306?itmmeta=01HQXP2BEMQV0GDRFPDTNVHBYK&hash=item5760cd0f62:g:-gcAAOSwCrRl4h5"]
["Customer: Hi Mira, i am wondering if there are SPOE cameras available to purchase separately?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We no longer make SPOE cameras, if you are in need of a SPOE camera you would have to look for older models on third party sites such as eBay."]
["Customer: I have been with your company for about 15 years and have bought multiple systems from you I have sent moved to the country and my internet is no good so I need a DVR to use with my current cameras can you please suggest me one that will work they suggested me three different ones yesterday and I've called and none of them will work with my current cameras I do not want to switch to any other company zomodo is number one in my book  \n\nCustomer: You are the Moto customer support I'm on the Moto website\nCustomer: That's no problem take your time but I just need a DVR that I can use with my cameras I've been with you guys for over 15 years I bought probably 60 different systems from you and installed them for people family and friends I'm starting to get really upset because you cannot tell me what DVR I need or give me some options to buy from you I don't give a s*** I just ain't got a network anymore that will use the cameras it has to be a standalone syste\nHuman Agent: We do not make DVR or NVR systems any longer. If you want a system to work with Wi-Fi Zmodo cameras, then it would need to be a Zmodo or Funlux system. You can try looking at third party sellers (Amazon, eBay, etc.) to see if there are any available.\nCustomer: Okay so you're saying zamoto's going out of business then\nHuman Agent: No, Zmodo is not going out of business. We just do not make NVR systems and have not for several years now. We now make just Wi-Fi cameras."]
["Customer: Troubleshooting\nCustomer: Hi i am trying to buy some cameras, but the webpage is not adding them to the basket\nHuman Agent: Hi my name is Wendy.  Most of our outdoor cameras are out of stock on Zmodo.com\n\nwhich camera you are interested in?\nHuman Agent: If the \"add to cart\" button is grayed out that means the camera is out of stock\nHuman Agent: There are 1080p battery cameras available on Amazon\n\nhttps://www.amazon.com/Zmodo-Security-Rechargeable-Detection-Waterproof/dp/B0DJ1LFNRP/ref=b2b_gw_d_cue_uf_d_sccl_2/141-1693119-0779641?pd_rd_w=Xr96m&content-id=amzn1.sym.385d5c79-7be9-4802-802e-5e837b2be04a&pf_rd_p=385d5c79-7be9-4802-802e-5e837b2be04a&pf_rd_r=MPH4NY8BWEFDJPXXJM4Q&pd_rd_wg=EzQoF&pd_rd_r=98c1af08-cedd-42b9-8cab-1b8242379a45&pd_rd_i=B0DJ1LFNRP&psc=1\nHuman Agent: There are SHO 1080p bullet cameras available on Amazon -SHO bullet cameras are compatible with the Zmodo app\n\nhttps://www.amazon.com/SHO-Smart-Home-Office-Weatherproof/dp/B0978WLHR4/ref=b2b_gw_d_cue_uf_d_sccl_1/141-1693119-0779641?pd_rd_w=Xr96m&content-id=amzn1.sym.385d5c79-7be9-4802-802e-5e837b2be04a&pf_rd_p=385d5c79-7be9-4802-802e-5e837b2be04a&pf_rd_r=MPH4NY8BWEFDJPXXJM4Q&pd_rd_wg=EzQoF&pd_rd_r=98c1af08-cedd-42b9-8cab-1b8242379a45&pd_rd_i=B0978WLHR4&psc=1"]
["Customer: Do you have any battery operated outdoor WiFi cameras?\nCustomer: Link to Zmodo battery operated cameras.\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. We currently do not have any battery powered cameras for sale. \nCustomer: battery cams...any time soon?"]
["Customer: can't buy a product from your web\nCustomer: I need further assistance\nCustomer: i'm using zmodo.com trying to buy a bundle but it doesn't get picked up by the cart\nCustomer: When clicking \"Buy now\" i get the following error message \"Please specify the product required option(s).\"\nCustomer: there are no other options to pick from\nCustomer: how can I buy a camera bundle?\nCustomer: Can I get human attention please?\nCustomer: Hi Grant, i'm just trying to buy an outdoor camera bundle but the page is giving me an error message and the bundle cannot be added to the cart\nHuman Agent: Which bundle are you trying to buy? If it is not allowing you to add it to your cart, then it is quite likely that part of the bundle may be out of stock.\nCustomer: this one https://www.zmodo.com/1080p-outdoor-wifi-camera-4pack-refurbished\nCustomer: In any case it is not allowing me to add any of these cameras\nCustomer: D/static_file/54ac310d16_1_20250218104221.png\nHuman Agent: Yes, those cameras are out of stock currently. That is why you get an error message when you try to add them to your cart.\nCustomer: ok, that's a pitty\nCustomer: thanks\nHuman Agent: You're welcome."]
["Customer: cant add item to cart\nCustomer: -1\nCustomer: I need a real person\nHuman Agent: What camera are you trying to purchase?\nCustomer: 1080p outdoor camera x 2\nCustomer: What is the difference between ordering direrct from you or Amazon?\nHuman Agent: We sell the same cameras on our website and on Amazon. It looks like the cameras are out of stock, which would be why the Buy Now button is grayed out on the website. Let me doublecheck if I can see if there are any in stock at all on the website.\nHuman Agent: The only outdoor cameras that are currently in stock on our website are refurbished cameras."]
["Customer: Agente \nCustomer: Mi cámara esta fallando que me recomienda comprar \nCustomer: Que camara\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?\nCustomer: La marca para comprar por amazon \nCustomer: Mi cámara esta fallando que me recomienda comprar\nCustomer: Que camara\nHuman Agent: Puede buscar nuestras cámaras en Amazon buscando en Zmodo para ver los listados.\nCustomer: Ok gracias \nCustomer: Buenas noches \nHuman Agent: Si la cámara falla, puede comprar otra cámara, no hay un tipo específico que pueda recomendarle, simplemente busque en línea la opción que más le guste, vendemos cámaras tanto para interiores como para interiores y exteriores.\nHuman Agent: Que tengas una gran noche también. adiós"]
["Customer: Camera broken\nCustomer: Hi can I speak to someone please?\nCustomer: Can I speak a real human please\nHuman Agent: How can I assist you?\nCustomer: Hello!\nCustomer: We have a set of 8 Network Usb-C camera's, and one of those is broken. Is there an option to buy a seperate one?\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: let me check, hold on please\nCustomer: I'm back, its the ZP-IBH2K-S\nCustomer: Or: ZMD14JHH1002334\nHuman Agent: Okay, that is an sPoE camera based on the model. We have not made and sold sPoE cameras for a few years and do not have any available. You can try looking at third party sellers (Amazon, eBay, etc.) to see if there are any Zmodo or Funlux sPoE cameras being sold.\nCustomer: Ok no worries! :) Thanks for looking it up anyways :)\nCustomer: Nice day\nHuman Agent: You're welcome. You have a good day, too."]
["Customer: Do you sell just the power cables for the cameras\nCustomer: Speak with an agent\nCustomer: Do you sell just the power cables?\nHuman Agent: You can purchase a 5V1A power adapter here https://www.zmodo.com/5v-1a.html"]
["Customer: What's the difference between the Wi-Fi cameras that can be seen on my NVR\nCustomer: What's the difference between the Wi-Fi cameras that can be seen on my NVR\nCustomer: What's the difference between the Wi-Fi cameras that can be seen on my NVR\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Could you elaborate on what you mean and which devices you're referring to?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Could you elaborate on what you mean and which devices you're referring to?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Could you elaborate on what you mean and which devices you're referring to?\nCustomer: -1\nCustomer: -1\nCustomer: -1\nCustomer: How can I tell the difference between the cameras that can be seen on an NVR\nCustomer: How can I tell the difference between the cameras that can be seen on an NVR\nCustomer: How can I tell the difference between the cameras that can be seen on an NVR\nCustomer: I have a 16 channel Zmodo NVR. I'm interested in buying a Wi-Fi camera that can be seen on my NVR. I have already purchased a Wi-Fi camera that cannot be seen on my NVR. How can I tell the difference between the cameras that can be seen on the NVR and the ones that cannot be seen on the NVR?\nCustomer: I have a 16 channel Zmodo NVR. I'm interested in buying a Wi-Fi camera that can be seen on my NVR. I have already purchased a Wi-Fi camera that cannot be seen on my NVR. How can I tell the difference between the cameras that can be seen on the NVR and the ones that cannot be seen on the NVR?\nCustomer: I have a 16 channel Zmodo NVR. I'm interested in buying a Wi-Fi camera that can be seen on my NVR. I have already purchased a Wi-Fi camera that cannot be seen on my NVR. How can I tell the difference between the cameras that can be seen on the NVR and the ones that cannot be seen on the NVR?\nCustomer: May I speak to a live agent\nCustomer: May I speak to a live agent\nCustomer: May I speak to a live agent\nCustomer: Agent\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. The majority of our current devices would not be supported due to a difference in the type of video compression used. There is no easy way to check this, but this outdoor camera model via our partner SHO would still be compatible with 1080p NVRs. https://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. The majority of our current devices would not be supported due to a difference in the type of video compression used. There is no easy way to check this, but this outdoor camera model via our partner SHO would still be compatible with 1080p NVRs. https://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. The majority of our current devices would not be supported due to a difference in the type of video compression used. There is no easy way to check this, but this outdoor camera model via our partner SHO would still be compatible with 1080p NVRs. https://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7\nCustomer: ???\nCustomer: ???\nCustomer: ???\nHuman Agent: Hi, did you have a question about my previous response?\nHuman Agent: Hi, did you have a question about my previous response?\nHuman Agent: Hi, did you have a question about my previous response?"]
["Customer: Hi Mira\nCustomer: looking for a camera (4) for outdoor use, possibly solar/power combined,  color, night, continuous monitoring want either HD or cloud.... (preffer cloud)  wifi 6 is available, app to monitor what is happenning and the distance is approximately 400 from the router also ios/android compatible  this is for a condo  association where we are looking to the see the entrances\n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. \n\nHuman Agent: We do not currently have solar devices. Our cloud recording subscriptions have an option to use intelligent recording that records as video when motion is detected and a screenshot every 10 seconds when no motion is detected which would be the closest we have to continuous recording. The cameras are compatible only with 2.4Ghz networks and if you mean 400 feet from the router, that may be difficult as you would need adequate wifi signal at the location of around at least -60dBm or better. \nHuman Agent: For power, we have one model of battery camera, otherwise our devices would need plugged in directly via a wall outlet."]
["Customer: I am trying to buy some cameras and then site will not let me\nCustomer: ok\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What sort of issue are you having when attempting to make a purchase on the site?"]
["Customer: I need new cameras\nCustomer: -1\nCustomer: Phone number \nCustomer: Agent\nCustomer: I need new cameras.\nCustomer: Hello?\nHuman Agent: There are wifi cameras available on Zmodo.com that are compatible with the Smartz Eaze app.\nHuman Agent: are you wanting indoor or outdoor wifi cameras?\nCustomer: Both\nHuman Agent: Indoor Mini Pro camera:  https://www.zmodo.com/1080p-indoor-wifi-camera\nHuman Agent: Outdoor bullet camera:  https://www.zmodo.com/1080p-wireless-security-camera-black\nCustomer: Thank you. \nHuman Agent: If you purchase the cameras on Zmodo.com enter code: HARVEST35 at checkout to get 35% off your camera order.   Code valid until Sept 22, 2024."]
["Customer: Will you get the Torch 360 ever again?\nCustomer: Troubleshooting\nCustomer: What is the \"official sources or retailers directly\"?\nCustomer: I am on the Zmodo site now\nCustomer: -1\nCustomer: -1\nCustomer: -1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We currently do not have the torch cameras in stock, we have not made a new model and sold out of the previous model that came out. You can look on third party sites such as amazon or eBay for the torch 360 cameras to see if they have any in stock."]
["Customer: Troubleshooting\nCustomer: Hello, I have a bad cord\nCustomer: it is the camera's cord\nCustomer: yes, the cord is faulty\nCustomer: the cord is bad the camera works with a different cord,\nCustomer: where can I buy a cord\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera that needs the new power cord?\nHuman Agent: The ID will be listed on a sticker on the camera, it will start with ZMD or GSG\nCustomer: zmd19a41h500213\nHuman Agent: ZMD19A4IH500213 uses a 5v 1a micro usb power adapter.  We have them on Zmodo.com  just a moment I will give you a link to it\nCustomer: ok\nHuman Agent: https://www.zmodo.com/5v-1a.html\nHuman Agent: Enter promo code: celebrate45 at checkout on zmodo.com to get 45% off your order.  valid until Jan 20, 2025"]
["Customer: I want to buy a cam but it doesn't let me add it in the cart\nCustomer: What you mean\nHuman Agent: Hi my name is Wendy.  What camera are you interested in purchasing?  \nHuman Agent: If the \"add to cart\" or \"buy now\" button is grayed out that means the camera is out of stock\nCustomer: Oh ok\nHuman Agent: Most of the outdoor cameras are out of stock.  is that what you are trying to purchase?\nCustomer: Ok \nHuman Agent: https://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7/ref=rvi_d_sccl_2/141-1693119-0779641?pd_rd_w=e1sax&content-id=amzn1.sym.f5690a4d-f2bb-45d9-9d1b-736fee412437&pf_rd_p=f5690a4d-f2bb-45d9-9d1b-736fee412437&pf_rd_r=4P5YSA1MXQ0M1NJZBKGV&pd_rd_wg=XOTo7&pd_rd_r=7cad4421-729a-4de2-840c-e512422b5cde&pd_rd_i=B0978WDJK7&psc=1\nHuman Agent: https://www.amazon.com/Zmodo-Wire-Free-Rechargeable-100-degree-Alexa-Ready/dp/B0DJ1LFNRP/ref=rvi_d_sccl_1/141-1693119-0779641?pd_rd_w=e1sax&content-id=amzn1.sym.f5690a4d-f2bb-45d9-9d1b-736fee412437&pf_rd_p=f5690a4d-f2bb-45d9-9d1b-736fee412437&pf_rd_r=4P5YSA1MXQ0M1NJZBKGV&pd_rd_wg=XOTo7&pd_rd_r=7cad4421-729a-4de2-840c-e512422b5cde&pd_rd_i=B0DJ1LFNRP&psc=1\nHuman Agent: there are a couple outdoor cameras options available on Amazon.  SHO outdoor 1080p bullet wifi cameras & Zmodo battery cameras"]
["Customer: is this the customer service area?\nCustomer: where do I find that?\nCustomer: I am looking for a nvr that can work with my zmodoZP-IBI15-W cameras\nHuman Agent: Hi my name is Wendy.  We no longer sell NVRs but just a moment, I will see if I see anything on eBay.  \nHuman Agent: This NVR would be compatible with  a ZP-IBH15-W camera:  https://www.ebay.com/itm/375352308600\nHuman Agent: It is an 8 channel NVR so you could connect up to (8) 720p Zmodo wifi cameras like ZP-IBI15-W\nCustomer: ok  thanks\nHuman Agent: You're welcome"]
["Customer: trying to purchase the PKD-DK4216 system but keep getting error 404 page\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. We do not have that system available. The page is archived on our site and is not listed in our current products. \nHuman Agent: If you would like to view our current products you may go to the products page on the website. \nCustomer: do you sell any wired 4 channel nvr systems\nHuman Agent: We have not produced NVRs since around 2018 so the only options would be used systems from 3rd party sellers."]
["Customer: I need to replace a spoe cable and 2 cameras for my system, do I have to stick with same generations cable and camera?\nCustomer: can i use a spoe 3rd generation cable with a 2nd generation spoe ip camera\nCustomer: representative\nHuman Agent: Hi my name is Wendy\nHuman Agent: You need to stick with the same generation as the cables have different ends so they connections cannot be made\nCustomer: I cannot find a 2nd gen cable.\nHuman Agent: Yes we have not produced those in 5 to 6 years so its very likely there are none for sale \nCustomer: Could I use a more current camera to work on your ZP-NJ18-S NVR?\nHuman Agent: We currently only have 1080P cameras while the NVR model provided is limited to 720P \nCustomer: Okay, thank you.\nHuman Agent: You're welcome, is there anything else we can help with today? \nCustomer: no thank you, have a bless day!\nHuman Agent: You too!"]
["Customer: Hello my piece that is screwed into the wall snapped. How do I get a replacement one?\nCustomer: Hi Kylie\nCustomer: I have a bunch of zmodo cameras and one of the pieces on the ceiling for mounting snapped and the camera fell. How do I get another piece? \nHuman Agent: Hello, would you be able to tell me what the Model is for this camera, also would you be able to send a picture of the pieces that broke on the camera itself so I can make sure it is a part that can be replaced, some pieces on the camera cannot be replaced. \nCustomer: Hey it's the actual mount part, I threw it out cause it was snapped. But it's for the camera in the pic next to our chat box. \nCustomer: https://www.amazon.com/Upgrade-Zmodo-Security-Vehicle-Detection/dp/B08R5RSRS6/ref=asc_df_B08R5RSRS6?mcid=917a8f827f053017ad7880d91649dc0d&hvocijid=2625148412299740203-B08R5RSRS6-&hvexpln=73&tag=hyprod-20&linkCode=df0&hvadid=721245378154&hvpos=&hvnetw=g&hvrand=2625148412299740203&hvpone=&hvptwo=&hvqmt=&hvdev=c&hvdvcmdl=&hvlocint=&hvlocphy=9004509&hvtargid=pla-2281435180058&psc=1\nCustomer: This one \nHuman Agent: okay, on the camera itself does it look like the area it mounted on/in is damaged at all? \nHuman Agent: I am not able to click on that link, can you perhaps take a screenshot and send that?\nCustomer: D/static_file/fd5c893e3c_1_20250129101839.png\nCustomer: It's that piece\nCustomer: No the camera looks good\nCustomer: SD-H2927-A\nHuman Agent: Okay, One moment while I check\nCustomer: Yes\nCustomer: You said you're checking \nCustomer: ??\nHuman Agent: We sadly do not list this bracket for sale at all. I would recommend for you to try looking online on amazon for a third party bracket option to try instead. \nCustomer: There is no bracket\nCustomer: Can I get a replacement camera?\nHuman Agent: https://www.ebay.com/itm/375628514345 I was able to find a listing on ebay for the bracket, this is not one from us and is on ebay but its someone who is selling only the bracket so it could work for you if you needed. \nCustomer: So you dont' have these brackets at all anymore? \nHuman Agent: We do not sell them at all anymore no. \nCustomer: Do they come with the cameras if you buy a camera?\nHuman Agent: The camera itself is outside of the waranty, it would not qualify for a replacement.\nHuman Agent: Yes they come with the cameras when purchasing them, not all of our brackets are the same though and we don't have the same brackets on our newer Mini cameras as this one. \nCustomer: Ok \nCustomer: Thanks\nHuman Agent: No problem, thank you, have a good day"]
["Customer: Anybody there?\nCustomer: Who are you?\nCustomer: Who is this\nCustomer: Walmart price is half of yours\nCustomer: Set up\nCustomer: Why walmart price is much lower than u\nHuman Agent: Hello, you've reached customer care, my name is Kylie. You were speaking to our Chat bot. We list out products on our website and others such as amazon or wallmart, sometimes those sites will have sales or different pricing, that is controlled by the sales team."]
["Customer: I am trying to buy SKU: ZG011C-4 on the website  \nCustomer: Your website doesn't work\nCustomer: n I call and order\nCustomer:  do not use Amazon\nCustomer: Is there a customer service number?\nHuman Agent: Hi my name is Wendy\nHuman Agent: The camera listing ZG011C-4 is currently out of stock"]
["Customer: Where can l obtain zmodo remote control for security cameras for h9128v\nCustomer: -1\nHuman Agent: Hi my name is Wendy.  We no longer have replacement remotes for DVRs."]
["Customer: I was going to purchase 1080P, I wanted Wireless Outdoor. But when I clicked on it- no where in details, did it mention it was wireless. Just wanted to be 100%\nCustomer: Is item 1080P wireless \nCustomer: Wow, I don’t know how much more detailed I can get \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. \n\nHuman Agent: The cameras on our site would require being plugged into a power outlet, but we do have a battery model I can link you, one moment. \nHuman Agent: https://www.amazon.com/Zmodo-Security-Rechargeable-Detection-Waterproof/dp/B0DJ1LFNRP"]
["Customer: Replacemen camera\nCustomer: need a compatible replacement\nHuman Agent: Hello, you've reached customer care, my name is Kylie. What kind of camera are you looking for for a replacement?\nCustomer: hi kylie\nCustomer: https://www.amazon.com/gp/product/B079JWQHQ1/ref=ppx_yo_dt_b_search_asin_title?ie=UTF8&psc=1\nCustomer: i got this system many years ago\nCustomer: i need a new camera or a compatible repalcement\nHuman Agent: Okay, One moment while I check and see if our partner that makes cameras that are compatible with this system has the cameras still in stock. \nHuman Agent: https://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7 Here is a link to the cameras that will be compatible with your NVR. \nCustomer: oh thanks\nCustomer: could this also work then?\nCustomer: https://www.amazon.com/Zmodo-Outdoor-Weatherproof-Wireless-Security/dp/B075T9FH4N\nHuman Agent: No, those wont work, they use a different system inside that makes them incompatible with NVRs, all of our newer cameras use this system which makes them incompatible with our previous NVRs unfortunately."]
["Customer: Send me a number to buy some cameras over the phone\nCustomer: Agent\nCustomer: Agent\nCustomer: I already have zmodo cameras, I need more re\nCustomer: But I can't reach anyone to buy some ,I am so frustrated already.\nCustomer: Wher\nCustomer: Where do I type Agent\nCustomer: I cannot spend all day on trying to buy zmodo cameras.\nHuman Agent: We do not sell cameras over the phone. We sell cameras on Amazon or on our website at zmodo.com.\nCustomer: I have the store app. But have no luck closing my order.\nCustomer: I go in where I look at my cameras, ther is an icon that says store\nHuman Agent: Alright, what trouble are you having with the app? You can also try going to the website zmodo.com or to Amazon if the app is not letting you purchase cameras.\nCustomer: I click on the 2 camera s \nHuman Agent: What happens when you click on the camera? Can you give me more information about what part you are getting stuck with trying to place an order?\nCustomer: So I click on two cameras for 79.99\nCustomer: Then you see the two cameras, it say $79.99. add to cart, but it doesn't work \nCustomer: Where do I click them.\nHuman Agent: Which cameras are you trying to order?\nCustomer: The two outdoor pair \nCustomer: I already have two at home working. I want to add two more.\nHuman Agent: The cameras are out of stock. That is why the \"Add to Cart\" button is greyed out. There are renewed cameras on the website that are in stock. You can also purchase cameras on Amazon. It looks like there are individual cameras and four packs of cameras in stock on Amazon."]
["Customer: Purchase \nCustomer: You’re website isn’t working \nCustomer: Agent \nHuman Agent: How can I assist you?\nCustomer: You’re website is not working \nCustomer: I’m trying to purchase some cameras \nHuman Agent: What on the website is not working for you?\nCustomer: It won’t allow me to put things in my cart \nHuman Agent: Which cameras are you trying to purchase? It is possible they may be out of stock.\nCustomer: Two outside cameras at 50%off\nCustomer: D/static_file/f096058e81_1_20241219112547.png\nCustomer: D/static_file/1dfcbd0320_1_20241219112651.png\nHuman Agent: Yes, those are out of stock. We have a two pack of  refurbished outdoor cameras in stock. https://www.zmodo.com/1080p-wireless-security-camera-2pack-refurbished\nCustomer: But these are not 50%off\nCustomer: D/static_file/8cee2b1102_1_20241219112744.png\nCustomer: D/static_file/c1f3ade3b3_1_20241219112839.png\nHuman Agent: Yes, they are, you would apply the coupon code when they are in your cart.\nCustomer: It reads invalid code\nHuman Agent: You would type happy50 in the Coupon Code spot. Make sure there are not any typos when you do that.\nCustomer: Got it \nCustomer: D/static_file/3d377d4158_1_20241219113159.png\nHuman Agent: Do you have any other questions?"]
["Customer: Hi I'm want to know if someone can call me at this number 985 860 2983. I need to know if yall can fine me another digital drive recorder. The one I have crashed.  \nCustomer: 1\nCustomer: Agent\nCustomer: Need assistance on finding another one like I have\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. We do not produce or support DVRs anymore so unfortunately we would not be able to assist with finding a new one. Your best option to replace that one and keep your cameras would likely be another company that allows for cameras that connect via BNC cables."]
["Customer: I made an order for 3 cameras and I have not received an email confirmation so I can’t check the status of the order \nCustomer: I thought this is customer support \nHuman Agent: Hello, you've reached customer care, my name is Kylie. You were speaking to the chat bot. I am a live agent, When you placed the order what email did you use I will try to locate it using that.\nCustomer: Robert.findlay@sbcglobal.net\nHuman Agent: Okay, one moment while I try to look up this order. \nHuman Agent: I was not able to find an order with that email, did you perhaps use a different email?\nCustomer: Maybe fabfind@sbcglobal.net.  It was the last day of your 50 percent off sale\nHuman Agent: Okay let me try searching under that email.\nHuman Agent: I was not able to find the order under that email either, perhaps I can try a last name, what was the first and last name you used for the order?\nCustomer: Stanley Findlay\nHuman Agent: I believe I have found the order, to confirm it though, what is the address you used for the order? I will make sure it matches the info I have here first, if it does then I will send you the tracking number for the order.\nCustomer: 15003 Havenridge Dr Houston\nHuman Agent: Perfect. The reason you did not get the order information is there was a typo in the email you entered for the order. One moment while I get the tracking info for you. \nHuman Agent: Tracking Number:\t9434611206211931854136\nCarrier:\tUnited States Postal Service\nSent on: Dec 9, 2024 9:06:56 AM\nCustomer: Yes still here. It may have autofilled a wrong email\nHuman Agent: Possibly, the email on the order was  robert.fndlay@sbcglobal.net. I sent the tracking info above, did you receive it?"]
["Customer: Your \"Add to Cart\" button does not work.\nCustomer: I select the product I want to buy but I can't add it to the cart. The button is unresponsive.\nHuman Agent: Hi my name is Wendy.  Which product are you wanting to purchase?  An outdoor bullet camera?\nCustomer: The three pack of 1080p outdoor bullet cameras.\nHuman Agent: We are out of stock of the outdoor bullet cameras on Zmodo.com that is why you are not able to add them to cart.\nHuman Agent: There are SHO brand wifi 1080p bullet cameras available on Amazon -these cameras would be compatible with the Zmodo app.\n\nJust a moment I will get the link for them\nHuman Agent: Looks like there are used ones available:  https://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7/ref=sr_1_3?crid=BU11SINWDP7L&dib=eyJ2IjoiMSJ9.O74-TIBtLG-hXSfQyknoJgJUWGhNBgekrIgcx7DloTnJBwloyYI6Rh2CjPLwWXiiYGPVsgiJqBeUNKvaTczW5sN8wIqJG_b0V0K6bB9Q595gq_oimnSu-4VA5uM29d2xdIIA8tjWy3fOXVw6v_nkcF905-mNAGYl6poj5is4mFTzbeyhHiDk-LHrtiHR2dmq5XsJQvnyYJEehnxZ5vaVnEddAojvvJEmgTPLFXoFJZM.fM_LmCu5-bAckxc84yDavRJl2l7sYE3OAsq3JRTlmn8&dib_tag=se&keywords=sho+wifi+camera&qid=1741386028&sprefix=sho+wifi+camer%2Caps%2C93&sr=8-3\n\nYou can either copy and paste the link or type SHO wifi camera in Amazon's search bar\nCustomer: Why don't you specify they are out of stock so we won't keep trying to buy them? \nHuman Agent: The \"buy now\" button is usually grayed out when the product is out of stock.\nCustomer: A good time to try another brand.\nCustomer: I don't want used cameras,\nHuman Agent: Okay\nHuman Agent: You are needing outdoor cameras?\nHuman Agent: There are Zmodo battery cameras available on Amazon.\n\nhttps://www.amazon.com/Zmodo-Wire-Free-Rechargeable-100-degree-Alexa-Ready/dp/B0DJ1LFNRP/ref=b2b_gw_d_cue_lf_d_sccl_1/141-1693119-0779641?pd_rd_w=xo4UE&content-id=amzn1.sym.385d5c79-7be9-4802-802e-5e837b2be04a&pf_rd_p=385d5c79-7be9-4802-802e-5e837b2be04a&pf_rd_r=QEV2XW1M3JTQWM6NGNWW&pd_rd_wg=TWBXH&pd_rd_r=9e6de830-0471-47a7-8a53-f92b835b3baa&pd_rd_i=B0DJ1LFNRP&psc=1"]
["Customer: I have zh-cjaed and need a new mounting bracket\nCustomer: Replacement bracket\nHuman Agent: Let me take a look and see if we have any available.\nCustomer: D/static_file/0d1e83523b_1_20241010093439.jpg\nHuman Agent: Unfortunately, it looks like we do not have brackets for that doorbell available any longer.\nCustomer: Options then please?\nCustomer: Agent please\nHuman Agent: You can try looking at third party sellers like Amazon, eBay, etc. to see if there are any available. Otherwise you may need to replace the doorbell."]
["Customer: Yes I have one of your security systems\nCustomer: And I need to replace the inside cameras because they're not clear like the outside ones\nCustomer: I need replacement cameras with the mini USB connect\nHuman Agent: Could I have the Device ID or Model of the cameras you are looking to replace?\nCustomer: They're the individual cameras that came in the pack that was a package of a cameras"]
["Customer: Set up\nCustomer: support\nHuman Agent: How can I assist you?\nCustomer: i received my new camera today. was supposed to be wireless, but i can see it requres it to be plugged in?\nHuman Agent: It may need to be plugged in. The wireless was likely referring to the internet connection. Could I have the model of the camera?\nCustomer: #O-ZS-5X09217283\nCustomer: thats the order number\nHuman Agent: That camera is our Indoor/Outdoor camera. It connects to the Wi-Fi network, but it does require an outlet for power.\nCustomer: i ca'nt power it it\nCustomer: thats why i ordere dwireless\nCustomer: that's a big wires\nHuman Agent: As I said, that refers to the internet connection. The listings for the cameras on our website all state that the camera needs to be plugged in.\nCustomer: that's deceptive as F\nCustomer: i see it does say that in the setup instructions\nCustomer: but no where in the produft description\nHuman Agent: It is listed on the website. And it is stated in the technical specifications of the listing.\nCustomer: no, thats deceptive\nCustomer: i'm on the page in the app \nCustomer: it says it onece in the set up instructions\nCustomer: not the website\nHuman Agent: If you went to the store tab in the app, then that takes you to the website and the store listing.\nHuman Agent: You can return the camera for a refund within 30 days of purchase. You can fill out the Return Merchandise Authorization form here https://www.zmodo.com/rma/\nCustomer: no, i'll just cancel the charge. thats vbait and switch\nCustomer: lying to me on your app\nCustomer: it says it once .so now you lied too\nCustomer: you can't make me spend my mpmey to ship back your lie\nHuman Agent: What says it once? I did not lie. I said that on the website in the listing where you went to purchase the camera, it says that you will plug it in, and it also says it in the technical specs at the bottom. It says it uses DC 5FV, 1A.\nCustomer: it says plug it in once\nCustomer: in the setup instructions\nCustomer: not in the product descitption\nCustomer: you lied bewcause you said it says it in the description\nCustomer: technical specs\nCustomer: and who reads that ... the friggin title is wireless\nCustomer: i expect it to be wirelesas\nHuman Agent: I did not say it was in the description. I said that it states it on the store page on the website and states the power is uses in the technical specifications.\nCustomer: its called wirelss my dude\nHuman Agent: Wireless on that camera is referring to a wireless internet connection.\nCustomer: not good enough\nCustomer: obviously or i wouldnt be contact you\nHuman Agent: The camera requires an outlet for power. As I said, you can return the camera for a refund if you do not want it.\nCustomer: ill just charge it back, no worries\nCustomer: misleading and deceptive advertising\nCustomer: even th picture is with it being unplugged\nCustomer: ridiculous\nHuman Agent: I am sorry you feel it is misleading. It is stated in the listing that it needs to be plugged in. The pictures also show the wire coming from the camera. That camera requires an outlet for power and connects wirelessly to the internet.\nCustomer: no, it doens't\nCustomer: liar\nCustomer: yes, the wires isn't plugged into anytyhing\nCustomer: doesn't matter i'm on the phone with capital one now\nHuman Agent: Yes, in some of the pictures it is just the camera without the power adapter. I have not lied to you at any point during this conversation.\n\nCustomer: or the cable is showing and it's not plugged into anythning\nHuman Agent: In one of the pictures, it shows how people often have the cameras installed and shows the wire going through an outdoor wall. I am sorry that you feel it is misleading and got confused about the power for the camera.\nCustomer: also showing up as a recurrting charge\nCustomer: real nice\nHuman Agent: The purchase of the cameras would not be a recurring charge. You may have a Cloud Plan subscription on another camera. That would be a recurring charge until canceled.\nCustomer: it clearly says recurring\nHuman Agent: And that may be a cloud plan subscription. If you have a cloud plan on another camera, then you may be looking at the wrong charge. Either way, the purchase of a camera does not setup a recurring charge.\nCustomer: no\nCustomer: it's not\nCustomer: all set disputed, thanks\nHuman Agent: Alright, do you have any other questions that I can help you with?"]
["Customer: agent\nCustomer: Is there a time frame when greet pro will be in stock?\nHuman Agent: Unfortunately, I do not have information on when or if the Greet Pro will be in stock."]
["Customer: Is there a 32 channel Zmodo NVR \nCustomer: Agent \nCustomer: Okay \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. There is not currently any NVRs with 32 channels."]
["Customer: Hi\nCustomer: Are you still have Zoom-IBH-23S\nHuman Agent: Hi my name is Wendy.  \nCustomer: I m looking for this model\nHuman Agent: Is it ZP-IBH23-S that you are wanting?\nCustomer: My name is segla \nCustomer: Yes \nHuman Agent: I don't think we have that exact model in stock but there are 1080p wifi bullet cameras available on Zmodo.com\nHuman Agent: are you wanting a 1080p outdoor bullet wifi camera?\nCustomer: Ok , I don’t know if it can work with my Dvr \nHuman Agent: let me check your NVR -one moment\nCustomer: I got 4 , unfortunately one get damage \nHuman Agent: What type of cameras do you currently have?\nCustomer: The model I gave you \nHuman Agent: I don't see any cameras connected to this account. Could you provide the ID on one of them?\nCustomer: ZP-IBH-23S\nHuman Agent: D/static_file/8c340e1254_1_20241009152208.png\nCustomer: No 23S \nHuman Agent: they are wired sPoE cameras?  we no longer stock wired sPoE cameras.  \nCustomer: My model is ZP-IBH23S\nHuman Agent: ok\nHuman Agent: We no longer have sPoE cameras or wired camera kits in stock.  The best place to try and locate a replacement would be on eBay\nHuman Agent: D/static_file/e3a6923f94_1_20241009152458.png\nCustomer: So my NVR Will support another one \nHuman Agent: Use this picture, match it up with your current camera cable end then search on eBay for 1st/2nd/3rd gen sPoE camera.\nCustomer: Ok thanks you a lot \nHuman Agent: 3rd party cameras would not be compatible with Zmodo  NVRs\nCustomer: Only this one \nHuman Agent: ok\nCustomer: Tks u you and have a great day \nHuman Agent: You too thank you!"]
["Customer: Order replacement cameras\nCustomer: Hello I need replacements for model:ZP-IBT15-S\nCustomer: I have 3 cameras where the led lights no longer work\nHuman Agent: We do not make and sell sPoE cameras. If you are looking for sPoE cameras, then you can look at third party sellers (Amazon, eBay, etc.) for Funlux or Zmodo 720p sPoE cameras.\nCustomer: Can you recommend a model?\nCustomer: All the ones I see online are Wi-Fi \nHuman Agent: We do not make and sell the sPoE cameras any longer. So as I said you would want to look for Funlux or Zmodo 720p cameras from third party sellers like Amazon or eBay.\nCustomer: Ok thank you\nHuman Agent: You're welcome."]
["Customer: Why can’t I purchase outside camera \nCustomer: I am trying to order while in my account. The add to cart does not highlight up\nCustomer: Still not wirking\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. \n\nHuman Agent: If the add to cart button is greyed out and cannot be clicked, that means the device is currently out of stock."]
["Customer: Troubleshooting\nCustomer: I need to speak with a person \nCustomer: Grant can I buy 6 cameras and wires \nHuman Agent: We have not made and sold sPoE cameras for several years. You can try looking at third party sellers (Amazon, eBay, etc.) to see if there are any sPoE Zmodo or Funlux cameras available.\nCustomer: So you guys no longer do this\nCustomer: What do you suggest I do \nCustomer: Do you have a new system \nHuman Agent: If you want to use Wi-Fi cameras, then we have a partner company, SHO, who makes cameras that would be compatible with the NVR on your account.\n\nhttps://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7\nHuman Agent: No, we do not make NVR systems any longer.\nCustomer: So you guys just support what is out there \nCustomer: Except wifi\nCustomer: No more hard wire\nHuman Agent: Yes, we do not make and sell the sPoE cameras any longer. We currently make and sell Wi-Fi cameras.\nCustomer: How will that connect to my dvr \nHuman Agent: The camera would connect to the same network as the NVR system, which would allow the NVR to see the camera.\nCustomer: Ok thanks for your help\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: question about an NVR\nCustomer: i’m trying to display the cameras on a TV or monitor… these are wireless is there a way to do that\nCustomer: -1\nCustomer: I wanna do this with an NVR\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Your current cameras could be displayed on a monitor using a 1080p NVR, yes. \nCustomer: hey, I’ve been exploring options on how to display my Wi-Fi Zmodo cameras! And I read somewhere I’m not sure where where the guy had hooked up the Wi-Fi  cameras to an NVR and then to the TV or monitor?\n\nhi dillion!\nHuman Agent: Yes, we have not produced NVRs since 2018 and our latest models would not be compatible due to the type of video compression they use, but your current cameras would be compatible with a 1080p Zmodo or Funlux NVR if you would like to use that to view them locally via a monitor. Our partner SHO currently has some refurbished units available on their eBay. https://www.ebay.com/itm/375352308600\nHuman Agent: *latest models of camera would not be compatible. \nCustomer: sweet!!\n\nzp-ibh23-w I believe that’s 720P could you confirm that for me maybe\nHuman Agent: ZP-IBH23-W are 1080p. Currently all of the cameras on your account are 1080p other than the camera named \"fucking mice\". That one is 720p. \nCustomer: I’d pick a lot of stuff up on eBay, I am familiar with zmodo, meshare.. never heard of SHO.. what other sister brands will work with the Zmodo app? \nCustomer: yes\nHuman Agent: While SHO does have a few cameras that would also be compatible in our app, they are primarily a partner that sells some of our refurbished products. The brands you mentioned are the ones that would be compatible with our app. \nHuman Agent: Oh, I apologize, there is also Funlux that would be compatible."]
["Customer: I have a Funlux zp ibt15 s that I can no longer get to show a feed. What camera is compatible for easy installation without having to change any wires?\nHuman Agent: https://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7 Here is a link to some cameras that will be compatible with your NVR system. None of our current cameras are compatible sadly, this would be the only ones."]
["Customer: What cameras do you have that are 5G? I have the old Funlux and I have 5G network now. What do you have?\nCustomer: What cameras do you have that are 5G compatible?\nCustomer: Hum \nCustomer: What cameras do you have now that are 5G compatible?\nCustomer: How much more information do you need?\nCustomer: -1\nCustomer: I’ll ask for the last time what cameras do you have that are 5G compatible?\nCustomer: Are you a human?\nCustomer: Are you a human?\nCustomer: Do you understand English?\nHuman Agent: The 5G network that you are talking about is the cellular network that the router connects to for internet (like through Verizon, T-Mobile, etc.). The router then makes a Wi-Fi network and it will make a 2,4 GHz and a 5 GHz network. Those are both different from the 5G. \nHuman Agent: The cameras connect to the 2.4 GHz Wi-Fi network that your router makes, not the 5G cellular service that your router connects to."]
["Customer: hi, I need some black cameras 1080p for my camera system. I dont see tham on amazon. are they still available?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I'd need to know your NVR to know if they'll work for sure, but do you mean these ones from our partner SHO? https://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7\nCustomer: Zmodo 32 Channel 1080P HDMI NVR Security System 16 x720P IP Outdoor/Indoor Surveillance Camera, w/sPoE Repeater for Flexible Installation & Extension, Customizable Motion Detection, w/2TB Hard Drive\nHuman Agent: Okay, yes, the ones I sent from our partner SHO would work on that and are also black as you mentioned. \nCustomer: but mine arent wireless\nHuman Agent: Ah, I wasn't aware you specifically wanted wired cameras. Unfortunately for those your best option would be used via Amazon or eBay as we have not produced sPoE devices or NVRs since around 2018. \nCustomer: ok so you dont make them anymore?\nHuman Agent: Yes, unfortunately we have not produced the wired cameras since around 2018. \nCustomer: ok thank you\nHuman Agent: No problem, is there anything else I can assist you with for now?\nCustomer: no\nHuman Agent: Okay, have a good evening! \nCustomer: you too"]
["Customer: agent\nCustomer: Do you have anything currently available that replaced the 1080p spoe full hd nvr security system?\nHuman Agent: We no longer make and sell NVR systems. We have Wi-Fi cameras that would connect to your network and you can view through the app.\nCustomer: ok"]
["Customer: Hi Mira, where can I find a \"router\" for my cameras? I need a new one \nCustomer: How you call the box that all the cameras wires are going in?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It sounds like you're likely referring to your NVR. We have not produced NVRs or sPoE devices since around 2018 unfortunately so the best option would be a used Zmodo or Funlux unit through a 3rd party seller. If you would like to check about compatibility I'd recommend sending us the listing you're interested in to check before purchase. \nCustomer: Where can I find a junction box ?\nHuman Agent: I'm not sure what you mean. If you're still meaning an NVR, then as I mentioned in my previous message we unfortunately do not produce them anymore and have not since 2018 so your best option would be a 3rd party reseller."]
["Customer: Hi, I am a current customer and I wanted to purchase another indoor camera that can be rotated remotely\nCustomer: -1\nCustomer: I need assistance \nCustomer: operator\nHuman Agent: Hi my name is Wendy.  We don't currently have any cameras that pan in stock.  We used to have Pivot cameras & Pan&Tilt cameras but we no longer have these cameras in stock\nCustomer: Hi, I want to purchase an extra camera that can rotate remotely\nCustomer: Awww bummer\nHuman Agent:  We don't currently have any cameras that pan or rotate in stock.  We used to have Pivot cameras & Pan&Tilt cameras but we no longer have these cameras in stock\nCustomer: what was the price of it?\nHuman Agent: You could search on eBay.  Zmodo Pivot or Zmodo Pan & Tilt camera.  You may be able to find one there.\n\n\nHuman Agent: It has been quite a while since we have had any Pivots or Pan Tilt cameras in stock, I don't remember their prices.\nCustomer: I see it on Amazon for 140\nHuman Agent: Okau\nHuman Agent: *Okay\nCustomer: can you at least give me a ballpark price?\nCustomer: I don't want to get ripped off \nHuman Agent: I think the black Pivot cameras were around $100? and maybe the white Pivots were around $150? I am not sure though as it has been a few years since we have had those cameras in stock\nCustomer: will you have something similar again?\nHuman Agent: That is a possibility but we haven't been told we will be getting any rotating cameras in, in the near future\nCustomer: okay thank you\nHuman Agent: You're welcome!"]
["Customer: Speak to live agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: The part that plugs into the electrical plug broke, how can I get a replacement for it\nCustomer: I think my cameras are 1080p\nHuman Agent: is it the part that connects into the cameras electrical plug or is it only the part the plugs  into the wall outlet that broke?\nCustomer: The wire broke off the plug in box that goes into the outlet\nHuman Agent: Okay, let me see if we have that plug in stock and send you a link if it is, one moment. \nCustomer: Thanks\nHuman Agent: https://www.funlux.com/accessory/5v-1a.html  \nHuman Agent: We do have them in stock here\nCustomer: Thanks\nHuman Agent: no problem, is there anything else I can assist you with today?"]
["Customer: Trying to order a product and can't add it to the cart\nCustomer: Customer service phone number\nCustomer: Agent\nHuman Agent: Are you trying to make an order at zmodo.com or on Amazon?\nHuman Agent: If you are on the store at zmdo.com and it is not allowing you to add a camera to your cart, that is probably because that camera or pack of cameras is currently out of stock.\nCustomer: Can you confirm a products availability for me?\nCustomer: 3 pack outdoor in black or white. Not refurbished\nHuman Agent: Yes, those are not in stock. That is why the button is grayed out on the page for the 3-pack and will not add to your cart if you click on Buy Now.\nCustomer: Ok thanks\nHuman Agent: You're welcome.\nCustomer: When I placed my order,  I got a screen full of error log messages. I didn't not receive an email the order went through.  Please advise."]
["Customer: I’m needing order support \nCustomer: I’ve been trying to purchase a 2 pack of outdoor cameras but your site will not allow me to add them to my cart\nHuman Agent: Which of the cameras are you trying to purchase?\nCustomer: 2 indoor/outdoor WiFi cameras \nHuman Agent: It looks like the white cameras are out of stock, but there are black cameras that are in stock.\n\nhttps://www.zmodo.com/1080p-wireless-security-camera-black-2pack"]
["Customer: do the cameras have micro sd recording?\nCustomer: do the cameras accept a micro sd card?\nCustomer: live agent\nCustomer: ok\nHuman Agent: Hi my name is Wendy\nHuman Agent: What camera are you interested in?\nHuman Agent: What is the model? or could you please link to the camera listing?\nCustomer: the in/out camera wireless\nHuman Agent: The cameras we have available currently on Zmodo.com do not have an SD Card slot \nCustomer: SKU: SD-H2937-2\nHuman Agent: so they do not accept sd cards\nCustomer: noe of them?\nCustomer: what is the one with 500Gb recorder\nHuman Agent: We no longer sell NVRs.  \nHuman Agent: You may be able to find a Zmodo NVR on eBay but all the cameras currently for sale on Zmodo.com are not compatible with NVRs.\nCustomer: how can I record if I don't want cloud?\nHuman Agent: The basic cloud plan is free and included with the free app.  With the basic plan you can playback motion alert clips from the past 12 hours for free\nCustomer: free for how long? one year?\nHuman Agent: The basic cloud plan that is included with the app doesn't have an expiration date.  \nCustomer: ok thanks\nHuman Agent: You will be able to playback up to 10 second motion alert clips from the past 12 hours \nCustomer: ok"]
["Customer: I'm trying to buy a 1 pack camera but it only lets me buy the 4 pack.\nCustomer: OMG.  AI sucks!\nHuman Agent: Hello, my name is Grant. It looks like one of our outdoor cameras is out of stock in the single camera packs, however, the other two styles of outdoor cameras are still in stock. The only differences are going to be either the mounting bracket or the color of the camera.\n\nhttps://www.zmodo.com/1080p-wireless-security-camera-1pack\n\nhttps://www.zmodo.com/1080p-wireless-security-camera-black"]
["Customer: Hi, I have one of your older systems (Zmodo 8 Channel HDMI NVR 8 x 720p HD Security Camera Smart PoE System) and would like to see if you have a newer system that would work with the existing Cat5 type cable that is already in place from the old system. So basically I would just swap out the cameras and NVR and reuse teh old cabling...Please advise and thansk\nHuman Agent: Hi my name is Wendy\nHuman Agent: We no longer sell sPoE cameras or kits. \nHuman Agent: The wifi cameras currently for sale on Zmodo.com are not compatible with NVRs.  They work with just the app.\nHuman Agent: Zmodo wifi cameras need to be plugged into a wall outlet with the included power adapters. They will connect wirelessly to your router (2.4GHz)\nCustomer: I am confused as I received this response first Wendy......Yes, you can reuse your existing Cat5 cabling with a newer Zmodo system, as long as the new NVR and cameras are compatible with the PoE (Power over Ethernet) technology. When selecting a new system, ensure that it supports the same type of connection and specifications as your current setup. If you have specific models in mind, I can help you confirm their compatibility. Please let me know if you need further assistance!\nHuman Agent: Unfortunately we do not have any devices compatible with sPoE kits at this time.  All the wifi cameras available on Zmodo.com work with just the app, they are not compatible with NVRs."]
["Customer: Are y’all out of all the new outdoor camera\nHuman Agent: Hi my name is Wendy.  We are out of stock of the 1080p outdoor bullet cameras right now on Zmodo.com\n\nThere are a few options available on Amazon. just a moment I will find them for you\nHuman Agent: 1080p indoor/outdoor battery camera:  https://www.amazon.com/Zmodo-Security-Rechargeable-Detection-Waterproof/dp/B0DJ1LFNRP/ref=b2b_gw_d_cue_uf_d_sccl_1/141-1693119-0779641?pd_rd_w=wZslv&content-id=amzn1.sym.385d5c79-7be9-4802-802e-5e837b2be04a&pf_rd_p=385d5c79-7be9-4802-802e-5e837b2be04a&pf_rd_r=ZDMZ6S8AB65B5SBHJ7H4&pd_rd_wg=TQFk0&pd_rd_r=8821e589-d639-4474-a47f-426878fdf43d&pd_rd_i=B0DJ1LFNRP&psc=1\n\nHuman Agent: 1080p SHO bullet camera\nhttps://www.amazon.com/SHO-Smart-Home-Office-Weatherproof/dp/B0978WLHR4/ref=b2b_gw_d_cue_uf_d_sccl_2/141-1693119-0779641?pd_rd_w=wZslv&content-id=amzn1.sym.385d5c79-7be9-4802-802e-5e837b2be04a&pf_rd_p=385d5c79-7be9-4802-802e-5e837b2be04a&pf_rd_r=ZDMZ6S8AB65B5SBHJ7H4&pd_rd_wg=TQFk0&pd_rd_r=8821e589-d639-4474-a47f-426878fdf43d&pd_rd_i=B0978WLHR4&psc=1\nHuman Agent: This SHO bullet camera is compatible with the Zmodo app\nCustomer: Is that on Amazon?\nHuman Agent: Yes both links I just sent you are Amazon listings\nCustomer: The link isn’t blue so I can’t click on it \nHuman Agent: copy and paste\nHuman Agent: or type Zmodo battery camera or SHO wifi camera into Amazon's search bar"]
["Customer: I want to know more about your outside cameras\nCustomer: I want to see the different types of outside cameras yow offer\nCustomer: Would like to talk to an agent.\nHuman Agent: We have a few different Wi-Fi cameras that we make. I believe currently we only have the battery-powered cameras in stock.\n\nhttps://www.amazon.com/Zmodo-Security-Rechargeable-Detection-Waterproof/dp/B0DJ1LFNRP/ref=sr_1_5?dib=eyJ2IjoiMSJ9.Ep-OJS7JKEA9cwamW4Z4onFl8xzuSY7lCpcOK0ka6BBXJnBhqE3t_wZuAttB1kR7UWPuPQyUGOHG0XrWeiEBw80hhmzcoFvdXndEd22zMgwbb7-fsa8wekBGg1MvnJ3r9TKLy7pTDkkyYTawqpvKRZER9X2qrU1hz1oHnq9f1mMXwr1J9F-OQmciRTDg7QqUec9T6U2Sc2XMeNv8omyHbjWRR8gdsCMK8-uuJjac9Sc.3-EupK6ay7Yt-haPUleYf_4kJNNoHRJwUzO_LzE02t0&dib_tag=se&keywords=zmodo&qid=1740435165&sr=8-5\nHuman Agent: It looks like we may have actually restocked some of the other outdoor cameras on our website at zmodo.com.\n\nhttps://www.zmodo.com/1080p-wireless-security-camera-1pack-refurbished\nCustomer: I'm looking for Wi-Fi cameras that has the night. Vision and weather resistance. Motion active need to know the footage is it will pick up good.\nHuman Agent: The outdoor cameras have night vision and can be used outside.\nCustomer: So they are sold on amazon\nHuman Agent: We sell cameras at zmodo.com and on Amazon.\nHuman Agent: The battery-powered cameras are only sold on Amazon.\nCustomer: Ok will check them out\nHuman Agent: Do you have any questions?"]
["Customer: I am having trouble using your ad to cart, menu I want to purchase two more outdoor Zmodo cameras\n\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Could you send me the link to the cameras you are trying to purchase?\nCustomer: Can I buy Zmodo products on Amazon and still get the 50% off that you have going on right now?\nCustomer: How do I send you the link please explain\nCustomer: D/static_file/0e8cadcc8c_1_20250102174113.png\nHuman Agent: No, it would not be possible to use our coupon codes on Amazon. \n\nEvery webpage has a URL If you're browsing on our website, you should be able to copy that URL to send here. For the screenshot you just sent though, that product is greyed out as it is out of stock. \nCustomer: They are 50% off right now if you use the promo code\nHuman Agent: Unfortunately though the current stock has sold out."]
["Customer: Cannot Get product ordered can you help me make the order\nCustomer: Cannot Get product ordered can you help me make the order\nCustomer: It will not make the order\nCustomer: When I try to order the bundle it does not make order\nCustomer: how do I get to customer support\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Which bundle are you trying to purchase?\nCustomer: SKU: ZG009C-4\nCustomer: zmodo security camera bundle 2 outdoor & 2 indoor Mini\nHuman Agent: It looks like an error on the site, this should show as out of stock but it is not.\nHuman Agent:  I am going to report the issue to see if it should be in stock. I recommend checking the listing in an hour or so. \nCustomer: I am here\nCustomer: I am here\nHuman Agent: Did you see my last 2 messages \nHuman Agent: It looks like an error on the site, this should show as out of stock but it is not. I messaged to confirm the current stock,  I recommend checking the listing in an hour or so.  \nCustomer: When I am placing the order it would not let me enter  Harvest coupon\nHuman Agent: Do you get an error? \nCustomer: No\nCustomer: Can you place the order for me\nHuman Agent: No I cannot.\nCustomer: How do i get discount\nCustomer: How do i get discount\nHuman Agent: Is the bundle in your cart? \nCustomer: no\nHuman Agent: Okay that is the first issue. I am waiting for confirmation that it is actually in stock and not just an error on the site. I recommend checking it in an hour or so."]
["Customer: I would like to purchase a outdoor PoE wired system\nCustomer: i keep getting 404 errors\nCustomer: on your webpage when i try to see the systems i get 404 network error\nCustomer: your AI really sucks where are the people?\nHuman Agent: We have not made and sold the sPoE NVR systems for several years now. So you are getting the error when you try to look for them on our website because we do not have any so that page does not exist any longer.\nCustomer: what has replaced it? \nCustomer: i have a four cam wired system that i love and would like to get a similar one for another installation\nHuman Agent: Currently the devices we have for sale are the Wi-Fi cameras. We have indoor Mini Pro cameras and the Outdoor Wi-Fi cameras on our store website https://www.zmodo.com/store/?qtyname=1\nCustomer: thanks, this look like what i am looking for\nHuman Agent: You're welcome."]
["Customer: I'm trying to place an order for 2 outdoor cameras but the add to cart button isn't working\nCustomer: -1\nCustomer: I cannot place an order\nCustomer: add to cart isn't working\nCustomer: speak to someone to place an order\nCustomer: Agent\nHuman Agent: If the Add Cart or Buy Now button is grayed out, then that means the camera is out of stock. There are refurbished cameras available in a 2-pack if you would like to look at those.\n\nhttps://www.zmodo.com/1080p-wireless-security-camera-2pack-refurbished\n\nhttps://www.zmodo.com/1080p-full-hd-outdoor-wifi-camera-2pack-refurbished\nCustomer:  I don't see the new battery operated camera also.  Do you sell it on line?\nHuman Agent: We sell the battery powered cameras on Amazon.\nCustomer: Ok,  thanks\nHuman Agent: You're welcome.\nCustomer: Does it setup the same as electric cameras\nCustomer: Will I be able to view it with my other cameras\nHuman Agent: Yes, you can set it up on the same app as your other cameras.\nCustomer: Ok,  thanks\nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: CHAT\nCustomer: -1\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: customer care\nCustomer: Troubleshooting\nCustomer: CHAT\nCustomer: CHAT\nCustomer: CHAT\nCustomer: There is No customer care button \nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Useless FUCKING CHAT\nCustomer: -1\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Worst support ever FUCK YOU\nCustomer: Skip the history\nHuman Agent: How can I assist you?\nCustomer: I got an email for 35% off yet I don't see the newest camera on the site only on amazon Zmodo Security Camera Wireless Indoor Outdoor, Rechargeable Battery Powered, 100° view 1080P HD Color Night Vision\nHuman Agent: Which camera is it that you are looking for specifically?\nHuman Agent: If you are looking for the battery powered cameras, those are sold on Amazon, they are not available at zmodo.com currently.\nCustomer: yes the battery ones, ok Thanks for the help!\nHuman Agent: You're welcome."]
["Customer: Does a camera purchase comes with the power supply?\nCustomer: Because it doesn’t mention that anywhere \nCustomer: Customer service \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking, could you confirm which camera model you are looking at? \n\nCustomer: Don’t have the model number as it doesn’t give that out. I am looking in the store on a HD outdoor camera wireless that normally sells for $39.99.\nHuman Agent: Yes that camera comes with a power supply. \nCustomer: 1080 p outdoor WiFi camera black\nHuman Agent: Yes that camera comes with a power supply. \n\nCustomer: What is the difference between that cam the the pro model?\nHuman Agent: The mini pro? \nCustomer: No, the 1080p comes with a pro model as well. What is the difference. I noticed the pro model only has 4 infrared lights \nHuman Agent: Do you have a link to the camera you are looking at? \nCustomer: No but it is in your product line. It has the same nomenclature as the regular camera but has pro on the end of it.\nHuman Agent: We have not made the pro camera in several years now. The main difference was the IR lights and field of view.\nCustomer: Ok thanks \nHuman Agent: You're welcome, is there anything else we can help with today?"]
["Customer: I had service for several years I would like to replace one of my cameras with a doorbell ring camera\nHuman Agent: Hi my name is Wendy\nHuman Agent: Ring doorbell cameras are not compatible with the Zmodo app.  \nCustomer: Do yall offer the product or must I terminate my existing service first\nHuman Agent: We do not have Zmodo doorbells in stock.  \nCustomer: Ok"]
["Customer: I am trying to order a camera through my store. I already own a few, but I wanted to buy two more. You have them for 50% off so I went online to try to buy them, but I cannot get the button to work that says add to cart this is the second Time I have tried this when they came on sale. \nCustomer: Is there anyone to talk to at customer support?\nCustomer: Hello Kylie, my name is Debbie and I’m trying to buy a couple of your outdoor cameras from Zmodo store. I already have four of them. I want to purchase two more. You have a sale going on now that is 50% off. I tried adding it to my cart on two different Browsers and it won’t let me add to cart. This is happened to me twice now. \nCustomer: How can I take care of this problem? I really like your Zmodo cameras and want to purchase two more especially if they’re 50% off what can we do about this problem when I try to put my purchase into the cart from the store it won’t light up in a blue color to let me add them so I can check out. Please help me with this problem thank you. \nHuman Agent: If its not letting you add an item to the cart its because its sold out, try purchasing another camera instead.\nCustomer: Hello"]
["Customer: Why am I having difficulty using my credit card on your website?\nCustomer: Why am I having difficulty using my credit card on your website?\nCustomer: I just checked with my bank who said that the purchase was approved and canceled by the merchant.\nCustomer: I just checked with my bank who said that the purchase was approved and canceled by the merchant.\nCustomer: I thought you were representing the merchant.\nCustomer: I thought you were representing the merchant.\nCustomer: How do I contact the merchant?\nCustomer: How do I contact the merchant?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If your credit card keeps being denied when you try to place an order or try to start a subscription its possible after the first time it triggered our fraud protection and it will now not accept it until that goes away. If this has occurred the only way you could subscribe is with another card or by going through the payment process with a PayPal instead. \nHuman Agent: Hello, you've reached customer care, my name is Kylie. If your credit card keeps being denied when you try to place an order or try to start a subscription its possible after the first time it triggered our fraud protection and it will now not accept it until that goes away. If this has occurred the only way you could subscribe is with another card or by going through the payment process with a PayPal instead."]
["Customer: Question about my order\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you?"]
["Customer: I am wondering what the difference is between the black and white outdoor cameras. The lens look different\nCustomer: The only ones I saw was the 1080 for outdoor I want new not refurbished \nCustomer: No I see the new ones but it looks like only 2 one white and one black\nCustomer: With the lens being different is there one you recommend for pictures of livestock. \nCustomer: And you offer that in an outdoor camera?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We have several models of cameras on our store, if they are refurbished it would say refurbished, if it does not then there is nothing to worry about they are new. \nHuman Agent: We have two colors in some of our cameras, the only difference regarding hardware is the color itself for the same model cameras. \nCustomer: It looks like there are 2 outdoor cameras one black and one white both are 1080\nHuman Agent: Yes\nHuman Agent: We have multiple different models of cameras. \nCustomer: But both have different lens it looks \nCustomer: For outdoor?\nCustomer: I have the white ones now and one mini pro\nHuman Agent: The lensed is the same, the hardware is the same, the only thing different on a few of our outdoor cameras is the IR lights, some models have multiple IR lights surrounding the lens and some only have 1, they both are comparable in IR power to one another though. \nCustomer: So then the white one might be better because it has multiple ir lights\nCustomer: I put them up to watch goats and cattle in labor. \nHuman Agent: as I said they are both comparable on power with the IR lights. Some people like more IR lights to draw attention to the cameras at night and some do not so we have options to please people.\nHuman Agent: So depending on your preference you can choose which one would suit you best.\nCustomer: OK I will decide then which of the 2 outdoor i want because that is all I see other than one that goes in light socket\nHuman Agent: Okay, the Torch lights so you are aware do not have night vision IR lights, only use the light on top to illuminate the area at night. \nHuman Agent: If you have any other questions feel free to reach out! have a great day!\nCustomer: Thanks you do the same."]
["Customer: Hi How can I put to work an ZP-IBH23-W with a ZP-NM28 NVR?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. That model of camera is not compatible with NVRs it would not be possible. \nCustomer: really?\nCustomer: Having this MVR (ZP-NM28) what options Do I have if i want to replace some camaras that are out of service?\nHuman Agent: None of our enw cameras are compatible with NVR systems, we stopped making the NVRs in 2018.\nHuman Agent: We have one partner that made a newer camera that is compatible with our NVRs but that's the only option that is out. I will get you a link for that.\nHuman Agent: https://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7/ Here is the link for those cameras. \nCustomer: Apreciate it\nCustomer: Thank you so much\nHuman Agent: No problem, thank you as well have a great day.\nCustomer: but looks like knowing the IP of the camera the NVR can add it ?"]
["Customer: Is Zmodo going out of business?\nCustomer: I don’t see any inventory of cameras. \nHuman Agent: Hello, my name is Grant. If you are looking to purchase cameras, we have them for sale on our website at zmodo.com and also on Amazon."]
["Customer: Set up\nCustomer: I need a new nvr equipment.\n\nCustomer: ZS-2008-B-1TB needs replaced.  No cameras, just the NVR and camera consolidation device\nCustomer: I need a phone number to speak with someone to buy a replacement nvr for my zmodo system\nHuman Agent: Hello, you've reached customer care. We have not made these devices in 4 to 5 years so we do not have any stock for those units. \nCustomer: I'm looking for new, nvr that is compatible with the cameras.\nHuman Agent: There is not one I am sorry to say \nCustomer: So there is no nvr system that works with your cameras?\nHuman Agent: Correct\nCustomer: Why?\nCustomer: What is the specific limiting configuration that prevents current nvr's from being compatible with older cameras? \nHuman Agent: The cameras use a proprietary signal so they will only work with Zmodo NVRs not third party NVRs. \nCustomer: Not looking for third party.  Looking for zmodo nvr that is compatible with the zmodo cameras.  \nHuman Agent: We have not made NVRS in 4 to 5 years. We have 0 NVRs in stock for sale. \nCustomer: Then DVR, or whatever it is called now.  I need the unit that does the recording that is compatible with those cameras.  Do they exist?\nHuman Agent: No they do we currently only sell stand alone wireless cameras\nCustomer: Is this really a customer support line?  The questions I'm asking are for specifics, the answers are generic and don't reflect the questions asked.   I need to speak to a person. Provide a phone number please\nHuman Agent: Yes this is the customer support line. I can give you a call right now if you provide the number. \nCustomer: 217-254-6850"]
["Customer: My order was placed under the wrong email. Robert.fndlay.sbcglobal.net. It should be robert.findlay@sbcglobal.net. Can you fix that\nCustomer: What is that link?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. There's not a way to fix the order after it has been placed. In the future jsut make sure not to put typos in for the email. Did you receive my message with the tracking info in our previous chat?\nCustomer: I had the wrong email address on my order for 4 cameras\nHuman Agent: Yes, I was the person who assisted you before. \nCustomer: I don’t have access to the email address on the order so I didn’t receive the info\nCustomer: Can you give me to order number?\nHuman Agent: I sent you the tracking info in our last chat, I will send it again.\nHuman Agent: Tracking Number:\t9434611206211931854136\nCarrier:\tUnited States Postal Service\nSent on: Dec 9, 2024 9:06:56 AM\nHuman Agent: Here is the info I sent before. \nCustomer: Excellent thanks. I had to start driving during our last chat so I was delayed. Thanks again \nHuman Agent: No problem, thank you as well, have a good day."]
["Customer: Why is the torch 360 not available when I try to add it to my cart \nCustomer: representative\nHuman Agent: The Torch 360 is currently out of stock.\nCustomer: Will it be available before the indigenious offer expires\nHuman Agent: Unfortunately, I do not know when the cameras will be back in stock.\nCustomer: Okay....boo hoo!"]
["Customer: Hello this is Bossier Rosensaft,  I just received a mini Wi-Fi camera from you today however I dont remember ordering this can you please provide order details\nCustomer: Basya Rosensaft \nCustomer: We received a mini Wi-Fi camera in the mail just this morning however I don't remember placing this order can you please tell me more details of the order\nCustomer: Please have a human being person call me ASAP because we don't have an email order and have not placed a credit card order for this item as far as I know\nCustomer: It was shipped to me at 6300 Smith Avenue in Baltimore Maryland\nCustomer: Please have a customer care agent call me ASAP at 914-523-2084 here in the United States\nCustomer: I want to order details for this item please\nCustomer: Basya Rosensaft \n6300 smith Avenue \nBaltimore Maryland \nHuman Agent: Youa re contacting as a guest, I can try to look and see if you have an order from us directly, however our products are also listed on other third party sites like amazon, ebay, ect and I would not be able to find orders from those, I will try to look up any order with your name one moment\nHuman Agent: Can you send me your email, I will send you the RMA (return form) through email so you can do an RMA for the camera, then once you do submit the RMA I would like for you to email me again to let me know once its submitted."]
["Customer: Troubleshooting\nCustomer: trouble placing an order\nCustomer: connect me to support\nCustomer: i,m trying to check out but i get an error message\nHuman Agent: Hello, you've reached customer care, my name is Kylie. are you ordering from a phone or a computer?\nCustomer: computer\nHuman Agent: are you able to take a screenshot of the order so I can check and see if anything would be stopping it from going through, also if you are able to take a screenshot or tell me what error pops up. \nCustomer: not sure I know how to do that, let me try\nCustomer: our chat screen is in the way and I can't move it\nCustomer: one error code said choose another method of payment....I chose credit card.. I do not have a Paypal account\nHuman Agent: you can close the chat and come back to it no problem. \nCustomer: it does not allow me to do that\nHuman Agent: however if that's what the error is showing then it could be something with how you entered the info or an incorrect zip code or name on the card. It could also be that the bank is not allowing for it to process so you cna try doublechecking with them as well. \nCustomer: I will try again\nHuman Agent: Okay\nCustomer: gateway error\nCustomer: everything is fine on my end, my bank checked with me and I confirmed I'm trying to buy something..so nothing wrong with my method of payment\nCustomer: also..why does it ask for a postal code\nCustomer: I am in the US, my internet connection is in the US, I have a US credit card...what else an i supposed to do to buy from your store?\nHuman Agent: it sounds like you may also have some trouble with the network, gateway error happens when is interrupted or when you have tried too many times. You may have to wait a while and try to put in the order again. Postal code, is the Zip code, online orders require it for it to process. Its the same when you go to get gas it will ask you for the postal code as well. \nCustomer: Is there another way to take my order?\nHuman Agent: you can try to get a PayPal account with your card and try that way, otherwise you can wait a while and try again. We are unable to take the payment information directly from you via phone or chat to push the order through due to safety protocols. \nCustomer: very sorry to hear that..please relay this to tech support...this is not normal..I have several zmodo products and this is the first time this happens\nCustomer: I can't even paste in this chat\nHuman Agent: okay, is there any other questions I can assist you with before we go?"]
["Customer: Do the cameras (indoor and outdoor) come with a power supply?\nCustomer: Yes, but is the power supply included with the camera?\nCustomer: OK, dor I have to buy a separate power supply, or is it included with the camera?\nCustomer: So, you9 are saying that no power supply is included with the camera.\nCustomer: I repeat, does the camera come with a plug-in power supply or do I have to9 buy one?\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Power supplies are included with the cameras when purchased\nCustomer: I understand batteries.  Does the camera come with a plug-in powersupply or do I have to buy one?\nCustomer: Thank yor, Marcela.\nCustomer: That's all I need.  Goodbye.\nHuman Agent: Thank you for reaching out to customer care. If you have any more questions, feel free to reach out again. Have a wonderful day!"]
["Customer: Agent\nCustomer: Trying to place an order\nHuman Agent: Are you trying to order the cameras at zmodo.com or on Amazon?\nCustomer: Zmodo.com\nCustomer: D/static_file/294ebb108a_1_20250103132015.png\nHuman Agent: It looks like the Outdoor camera in that bundle is not in stock, so that would be why it will not let you add it to a cart.\nCustomer: ..\nHuman Agent: Did you receive my response?\nCustomer: Yes. My internet fades in and out. I wanted to buy because it was on sale. There wouldn’t be any other options for the advertised price?\nHuman Agent: You can buy a single indoor camera and a slightly different outdoor camera separately. The price will be nearly the same for the other two devices.\n\nhttps://www.zmodo.com/1080p-indoor-wifi-camera\n\nhttps://www.zmodo.com/1080p-wireless-security-camera-1pack-refurbished\nCustomer: D/static_file/23908b0a91_1_20250103132927.png\nHuman Agent: You can scroll up to the top to see indoor cameras and then below that for outdoor cameras. You can also take a look at the listings that I posted in my previous message."]
["Customer: Hi I’m looking to purchase a repeater for an 8 channel. Do you have that available for?\nHuman Agent: If you are looking for replacement repeaters, then we have 4 Channel repeaters available here https://www.ebay.com/itm/375286206306?itmmeta=01HQXP2BEMQV0GDRFPDTNVHBYK&hash=item5760cd0f62:g:-gcAAOSwCrRl4h5O"]
["Customer: I want to buy the 720P Mini Wifi Camera because this type is supported By IPcamViewer Lite. Is it still available or already replaced by the Mini Pro version?\nHuman Agent: Hi my name is Wendy.  We no longer sell 720p wifi cameras.  \nHuman Agent: The cameras currently available for sale on Zmodo.com are 1080p wifi cameras."]
["Customer: I did not receive my RMA for order O-ZS-5X09575169  I submitted the online form over 2 hours ago.\n\nCustomer: I checked spam too\nCustomer: everything was correct - please provide link to customer support\nCustomer: I did not receive my RMA for order O-ZS-5X09575169  I submitted the online form over 2 hours ago.\nCustomer: sorry, hi Kylie\nHuman Agent: Hello, you've reached customer care, my name is Kylie. let me look up the RMA one moment.\nCustomer: ok\nHuman Agent: I did not find the RMA with your email, are you able to tell me your first and last name on the RMA forum you submitted I will try to look it up with that\nCustomer: Andrew Sampsel\nHuman Agent: Okay let me try that.\nHuman Agent: I don't see where there have been any submissions by a Andrew Sampsel. I don't think the RMA submitted when you did it before, try to fill out the RMA forum again and submit once again. \nCustomer: ugh - ok\nCustomer: can you send me the link?\nHuman Agent: https://www.zmodo.com/rma\nCustomer: thank you Kylie. Happy 2025\nHuman Agent: Thanks, Have a good day.\nCustomer: Kylie"]
["Customer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: I want to purchase a new camera but l am unable to find it \nHuman Agent: Okay, what kind of camera are you interested in buying?\nCustomer: I have a code love45 and the black outdoor camera \nCustomer: Hello\nHuman Agent: Okay, are you meaning these ones? As these are the only black outdoor cameras we currently have in stock on our website. https://www.zmodo.com/1080p-full-hd-outdoor-wifi-camera-2pack-refurbished\nCustomer: It’s only one and yes\nCustomer: No it’s new\nHuman Agent: We do not have any new black cameras in stock. We do have some listed that are out of stock though and so their add to cart buttons are greyed out. \nCustomer: No refurbish I just seen it but it will not allow me to order \nHuman Agent: Right, as I mentioned we do not have any others in stock for black outdoor cameras. The out of stock ones will have greyed out add to cart buttons to signify they are not currently in stock. \nCustomer: Well how about the white one\nCustomer: Hello are you still there \nCustomer: I would like to buy more camera time as well\nHuman Agent: For white outdoor cameras, there are two styles of 4-pack available and one style of 3-pack. All of these listings for what is available of these are refurbished as the new stock is sold out at present. \nCustomer: Ok thank you\nHuman Agent: If you would like to subscribe your camera to cloud service, you may do so from the cloud section of your app by going there, selecting a plan, choosing subscribe, selecting your camera, then going through checkout."]
["Customer: -trying to buy indoor outdoor cameras\n\nCustomer: I’m trying to buy a set. It won’t allow me to put the indoor outdoor cameras in the shopping cart to pay for it only the indoor and those aren’t the ones I want.\nCustomer:  I’m not able to check in stock or not are the two cameras for outside only available yes or no\nCustomer: Does the sale coupon celebrate 45 work on Amazon Amazon store\nCustomer: -1\nCustomer: Trying to buy the outdoor indoor camera your store is not working on the app. Don’t know what else to do. There’s no discount on Amazon.\nCustomer: -1\nCustomer: Since you’re not reading my comments, we’re done very disappointing on the lack of support\nCustomer: OK\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Mira is an AI, sometimes she doesnt always udnerstand sorry about that, If mira ever does that for you in the future feel free to say Agent and you will get a live agent faster. Let me review the chat now that you had with ehr one moment\nCustomer: OK\nHuman Agent: Can you send a screenshot or photo of the specific cameras your having trouble adding to the cart? I will inquire to see if perhaps they just sold out or not once I know which ones.\nCustomer: I don’t know how to do a screenshot on my iPad without losing you is the outdoor indoor camera with an antenna is two pack for $79 with a Celebrate coupon of 45 so it’s given money\nHuman Agent: also was it a single camera or one of the multi pack options you were trying to purchase/add to the cart?\nHuman Agent: You wont lose me the chat will still be here for you to come back to after you take the screenshot.\nCustomer: D/static_file/9bbb7405e2_1_20250120091435.png\nCustomer: The one with the antenna toward the right is the camera I’m trying to purchase\nHuman Agent: Okay, and when you clicked add to cart did you only add a single camera or was it one of the multipack options do you recall? \nCustomer: I was trying to add a two pack. It wouldn’t even add a single camera.\nCustomer: I don’t need any more than two. I’ve already got four other cameras already that I bought.\nCustomer: Actually, they were bought for me correction\nHuman Agent: Okay, thankyou.  Im checking into this now with the warehouse personnel to see if it's out of stock, One moment.\nCustomer: Great thank you\nHuman Agent: It looks like we are currently out of stock of the indoor outdoor Bullet cameras, looks like we ran out of stock due to the sale. \nCustomer: Yes, waiting for you to let me know if the cameras are in stock or not you asked me to hold on\nHuman Agent: Yes I replied above, I will resend the message perhaps it did not deliver on your end, that sometimes occurs.\nHuman Agent: \"It looks like we are currently out of stock of the indoor outdoor Bullet cameras, looks like we ran out of stock due to the sale.\" \nCustomer: OK, so when they come back in stock with the discount, still be appliable, even though they sold out\nHuman Agent: The MLK sale will be goign on from 01/10/2025 to 01/20/2025 \nCustomer: But it’s out of stock\nCustomer: I guess we’re done because today is the 20th and the sale ends today\nHuman Agent: Yes, the sale will only be active for that period of time, on the 20th that will be the last day for this particular holiday sale. If we are still out of stock by then unfortunately the discount cant be added retroactively after the sale has ended. \nHuman Agent: We have sales such as this periodically for holidays and special occasions, for this sale we unfortunately sold out of all of that particular camera, You can keep an eye out for future sales such as this one if you would like another discount in the future for our products. It is unfortunate that we sold out so quickly for this sale."]
["Customer: Troubleshooting\nCustomer: I have four older Zmodo cameras and I want to add some more. What do you recommend?\nCustomer: Yes, I would like to know what models would go with mine and would work\nHuman Agent: Hi my name is Wendy\nHuman Agent: You have 720p wifi cameras connected to this account.\nHuman Agent: We no longer sell 720p wifi cameras, the closest camera would be a 1080p wifi bullet camera.  These 1080p bullet cameras work with just the app, they are not compatible with Zmodo NVRs.\nHuman Agent: https://www.zmodo.com/1080p-wireless-security-camera-black\nHuman Agent: https://www.zmodo.com/1080p-wireless-security-camera-2pack\nHuman Agent: here are a few different options\nHuman Agent: https://www.zmodo.com/1080p-full-hd-outdoor-wifi-camera\nCustomer: Thank you I will check into it"]
["Customer: Is there a phone number i can call?\nCustomer: I have tech questions.\nCustomer: i have tech questions. Can you answer them?\nCustomer: I need exterior cameras that only need electricity\nCustomer: Can I store on video on external drive?\nCustomer: Can I also view the videos from a phone app?\nHuman Agent: Hi my name is Wendy\nHuman Agent: What is the device ID on the camera you are needing help with?\nHuman Agent: The device ID will be listed on a sticker on the camera, it will start with ZMD or GSG\nCustomer: are you an AI?\nHuman Agent: no I am a human\nHuman Agent: my name is Wendy\nCustomer: It would be best if i was able to talk to someone have receive help choosing options\nHuman Agent: What are you wanting to choose?\nCustomer: a system that works for what we need\nHuman Agent: What are you looking for?\nHuman Agent: A wifi camera?\nCustomer: wifi camera\nHuman Agent: https://www.zmodo.com/1080p-indoor-wifi-camera/\nHuman Agent: this is the Mini Pro indoor camera - its 1080p wifi camera.  \nCustomer: wifi, 4-8 exterior camera system\nHuman Agent: I think we are out of stock of the outdoor wifi cameras but let me double check.\nHuman Agent: We are out of stock of outdoor cameras on Zmodo.com\n\nThere are 1080p wifi battery cameras available on Amazon:  https://www.amazon.com/Zmodo-Security-Rechargeable-Detection-Waterproof/dp/B0DJ1LFNRP/ref=sr_1_1?crid=2UMOAAYAVTOGJ&dib=eyJ2IjoiMSJ9.qKrp_L6bqH2E98ElJEwIEWNnxN6HiJ5AWd6p6d8g79MEP38IZ7tSz9NH16KDlzpIRwPUJGtfoy1wkkfsWxo4Iug9W0fDBBActDtX9IO3oqd6n3ffu6bhANCWuq-GMBFTtk0-fXaGJRFiAStkJ8ASO-dSwdNA5Os95ZzaNLQchMZ59i_WZhoOy_GChxj_wo09Bv5I32E2CxnKrlVW8hS3gO8oayp7YHidI17_cJIZ82g.zqlb8n-9FJWjQ4_Ia1oOhQnqiDDBTOgnPztPqSwIzUM&dib_tag=se&keywords=zmodo+battery+camera&qid=1740432216&sprefix=zmodo+battery+camera%2Caps%2C109&sr=8-1\nCustomer: how do I see the battery cameras?\nHuman Agent: There are SHO 1080p wifi cameras available on Amazon as well -these cameras need to be plugged in for power but connect to your router wirelessly.  They are compatible with the Zmodo app\nhttps://www.amazon.com/SHO-Smart-Home-Office-Weatherproof/dp/B0978WLHR4/ref=sr_1_2?crid=1FJBXT4Y5BC82&dib=eyJ2IjoiMSJ9.KslFn9z3bMnZbJ6EF6TOatP-DIx_YIk-8zcA1yZ3zHkr00rgRfOnGE4IsYBRqYtM7XaK3voTmDQDgrY31hub8-bxI6JUPgLuOKzJAWpesrVd-AxEm6OjNTG-4XxT_5B6veZCiHTgmCKgmPc5epbyqkJe6pa-cSZSXeB_ZGpgX8wXur2CzEcWukIgq9VKob-uYblkFbja1Y2whOPlDmXwXBfANxOLuzDbCSmQO2GcDoc.BFz4LqcwJTIp8Bb90qUnVBfY6kQ05npruO-68CK6twM&dib_tag=se&keywords=sho+wifi+camera&qid=1740432259&sprefix=sho+wifi+camer%2Caps%2C138&sr=8-2\nHuman Agent: Copy and paste the link or type \"Zmodo battery camera\" into Amazon's search bar"]
["Customer: Set up\nCustomer: Hi.  Question on installation of outdoor cams on a concrete block house.  Seek professional install help?\nCustomer: bot\nCustomer: can I chat with tech support?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: Hi, do offer outdoor cams that are battery or solar powered?  I have a concrete block home which might be very difficult to run power to...\nHuman Agent: We do not currently have any devices of that nature. All of our current cameras would require the cameras be plugged into normal wall outlets. \nCustomer: ok thanks\nHuman Agent: No  problem. Anything else I can help you with for now?"]
["Customer: Agent \nHuman Agent: How can I assist you?\nCustomer: Are you the agent \nHuman Agent: Yes, how can I assist you?\nCustomer: I am trying to buy camera but your website doesn't work \nCustomer: I can't add nothing to my cart\nHuman Agent: Which camera are you trying to purchase?\nCustomer: Outside \nHuman Agent: Which of the outdoor cameras?\nHuman Agent: There are several listings on the website for outdoor cameras.\nCustomer: 1080p\nHuman Agent: All of the cameras, except for one, are 1080p cameras. Can you please tell me specifically what listing you are looking at? Or can you send me the link for the listing you are looking at?\nCustomer: You show 2 options new and refurbished \nCustomer: If I go back to website I will loose the connection with you \nHuman Agent: There are two different new cameras listed there and there are packs of different numbers of each of those cameras. And there are also several listings for refurbished cameras.\nHuman Agent: You can open it in a new tab.\nCustomer: I am interested in 3 of them \nHuman Agent: Okay, I need more specific information, because some are in stock and some are not. So you may be looking at cameras that are not in stock.\nCustomer: They are white and square looking \nCustomer: What warranty is on the refurbished \nHuman Agent: Note: The Certified Renewed product has been tested and certified by the manufacturer, Zmodo, to look and work like new. The refurbishing process includes full functionality testing, basic cleaning, inspection, and repackaging. The product ships with all relevant accessories and comes with a minimum 90-day warranty, which includes a 30-day return-for-refund warranty.\nCustomer: They are for outside \nHuman Agent: That is the information listed on the page for the refurbished cameras right under where you can add them to your cart.\nCustomer: Ok and the new what warranty \nCustomer: I can't add anything to my cart \nHuman Agent: Which are you looking at right now to try to add to your cart?\nCustomer: New \nCustomer: 3 pack\nHuman Agent: They are out of stock.\nHuman Agent: That is why you cannot add them to your cart.\nCustomer: It should say that \nHuman Agent: When the \"Add to Cart\" button is grayed out on the listing, that means they are not available.\nCustomer: Are all the new of this kind Are out of stuck \nHuman Agent: Yes. That is why the \"Add to Cart\" button is grayed out on those listings.\nCustomer: That is not as avious as you think \nCustomer: It makes me think that the website doesn't work \nCustomer: It show promotion on them \nCustomer: 50%off \nHuman Agent: Yes, the listings are still there, it is just that the cameras have recently sold out. You can look at the refurbished cameras of that same style and it will let you add those to your cart.\nCustomer: But the warranty is not good \nCustomer: I think the new is 1 year \nHuman Agent: The warranty for a new camera is 1 year\nCustomer: And that's what I want \nHuman Agent: Alright, but we do not have them as they are out of stock.\nCustomer: Ok thanks for your info i guess you can't help me \nHuman Agent: You're welcome. Unfortunately, we just do not have them in stock on our website at the moment. So I cannot sell you cameras that we do not have."]
["Customer: customer support\nHuman Agent: How can I assist you?\nCustomer: i can not order from the website, the add to cart button isn't working\nHuman Agent: You may be trying to order something that is out of stock. Can you give me a link to the listing you are trying to purchase?\nCustomer: https://www.zmodo.com/1080p-outdoor-wifi-camera-2pack\nHuman Agent: Alright, yes, the outdoor cameras are currently out of stock, unfortunately.\nCustomer: all of them\nHuman Agent: That is why the Add to Cart button is grayed out for the 2-pack and the other pack sizes. The cameras are currently out of stock."]
["Customer: I despite a camera from you guys.Can I use that outside to\nCustomer: Can u check and see if the one I bought is plugged in \nCustomer: I just bought one from you guys like five minutes ago\nCustomer: I do have a question about my I need to know if it's plugged in or battery operated.I need to plug in one\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Did you order an indoor camera or an indoor outdoor camera?\nCustomer: With the promo , it came to twenty seven fifty five I just need to know if it's plugged in and not battery if its battery I don't want it\nCustomer: 39.99 for one\nHuman Agent: we have several cameras that are priced the same, are you perhaps able to  take a screenshot of the camera you purchased? \nCustomer: My house is being worked on it broke.They didn't know it broke until I noticed today so the one that I had in my living room And the one that was in my driveway is broke That's why that's getting replaced\nCustomer: D/static_file/3e89a832ac_1_20241107130522.jpg\nHuman Agent: Okay, that camera is our Indoor Mini Wi-Fi camera, it does require to be plugged in for power, it is not battery operated. \nCustomer: Ok thank u and how long to receive it at my home\nHuman Agent: we do not recommend placing those cameras outdoors as they are meant for indoor use only and are not weatherized. \nCustomer: Well, the one that I had a friend of mine gave me. It is the white a couple years ago so he gave us all his well. I tried to hook up the other white one and for some reason, it's hooked up, but something about it's linked to another account so I can't reset it at all. That's why I had to buy another one. If there was a way that I could get it all reset. I could just cancel this order, but I can't.\nHuman Agent: I am unsure where your package is in transit, but I can get you the tracking number. One moment. \nCustomer: D/static_file/40ff5d4743_1_20241107130813.jpg\nCustomer: These r the ones I have\nCustomer: That one is for my drive way now 😞\nHuman Agent: We do have an unbind process we can go through for cameras that are on another account, I would need the cameras ID number to look it up and see what kind of account it is tied to first though.  the ID should be on a sticker on the back of the camera or bracket, it would start with ZMD. \nHuman Agent: Tracking# 9400111206211571892374\nCustomer: Well, they're under Troy Thompson, West Branch Iowa.I can give you the one i'm trying to work\nCustomer: D/static_file/0114d49c69_1_20241107131127.jpg\nCustomer: It says it's connected , but it's connected to another account is what it's telling me\nCustomer: And I think it's connected to his and I asked him and he says he doesn't remember\nHuman Agent: Okay, let me look up this device. \nCustomer: Ty\nHuman Agent: It looks like this camera is tied to an account that was created with an email. To unbind it I will send an unbind request to the email that the camera is tied to, if they respond to the email giving permission, or after 30 days of no response I will be able to unbind it and will notify you, what is the best email to keep in touch with you?\nCustomer: Hisbabygirl069@gmail.com\nHuman Agent: Okay, I will send this unbind request now, one moment. \nCustomer: Ok\nHuman Agent: I sent the unbind request and started the unbind process for that camera, if they reply or after 30 days I will contact you via email, sometimes our messages can go to spam so just keep an eye out. \nCustomer: I'm watching\nHuman Agent: Okay, it may take time for the user of the email to respond. If you know the previous owner you can contact them so they can check their email faster though. \nCustomer: I have not received it yet\nCustomer: Oh my God, it is shipment and order.And his order and ain't getting an email yet\nHuman Agent: I sent it to the email the camera is connected to, do you have acess to that email?\nCustomer: Yes\nCustomer: That's my main\nHuman Agent: Okay, it has not bounced back. I cant give you the whole email, but I can provide the first 3 letters and the domain, let me grab that for you, one moment. \nCustomer: Please and thank u \nHuman Agent: jts********@gmail.com is the email for the account that the camera is currently tied to. \nCustomer: Jtsthompson. I Know who it is. It's a friend of ours. His name is Troy Thompson.\nCustomer: But he does not have the password for it.I already asked him so i'm glad i'm getting this camera now\nHuman Agent: Okay, that is the email that needs to respond to the unbind request I have sent, if they are unable to respond to the unbind request for any reason we can still unbind the device, we would just have to wait the minimum time, which is 30 days. \nCustomer: Can you send that to him?And I will let him kno that he's getting one\nHuman Agent: Yes, I already have. The unbind request was sent, to the jts********@gmail.com email.\nCustomer: He's checking \nCustomer: Because it would be the 1 19 58 is the one that I need.Is that the one that's tied with him\nHuman Agent: I sent the Unbind request for the device ID you gave me, that is the only device tied to this email.\nCustomer: Ok gotchas \nHuman Agent: Okay, is there anything else I can assist you with today?\nCustomer: I just.\nHope I can get it fixed.If not I could still use that I just bought\nHuman Agent: Indeed, once its unbound you will be able to add it to your account freely. Once added you can then check the function of the camera and make sure everything looks good before you decide."]
["Customer: Troubleshooting\nCustomer: would like to add two more cameras but not sure witch ones to order can you help\nCustomer: not sure of right cameras is there a speclel num ber somewhere\nCustomer: what is the proper camera i should get for my system \nCustomer: add two new cameras to my system\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the model of the system you currently have?  \n\nCustomer: where would i find that info from\nHuman Agent: It is on a sticker on the unit, usually on the bottom of the unit \nCustomer: ok hang on\nCustomer: zp1bh15w\nCustomer: you still with me\nHuman Agent: Do you see an ID on the camera, it is usually under a barcode starting with ZMD \nCustomer: zmd14e9da227317\nHuman Agent: None of our current 1080P cameras will work on the NVR system \nCustomer: i dont think its a 1080p its an older unit i orderedfrom use in the past ijust don't know witch ones i got \nCustomer: i may have gotten them from amazon not sure\nHuman Agent: Correct your unit is a 720P unit and all of our current cameras are 1080P \nCustomer: nvr zpnl18 //zmd14fna1255154\nCustomer: so i should order on amazon and look for 720p \nHuman Agent: You might not be able to find any as we have not made these cameras in 4 or 5 years now \nCustomer: i guess im in trouble\nHuman Agent: Other brands will not work, your best bet might be possible used ones via ebay, but even then I do not know if there are any for sale \nCustomer: ok thanks\nHuman Agent: You're welcome, is there anything else we can help with today? \n\nCustomer: no thanks"]
["Customer: stock\nCustomer: are you having any trouble with outdoor wifi cameras?\nCustomer: do you have stock?\nCustomer: I want to but the outdoor camera\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I apologize, our chatbot is not able to properly assist with stock related questions. Due to recent promotions, we are unfortunately mostly out of stock of our outdoor cameras currently as they are some of our most popular devices. We do have some refurbished and there may be more available on Amazon as well."]
["Customer: helo \nCustomer: i ned to talk with a person \nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: hi \nCustomer: i just have a question \nCustomer: i have one of those NVR system that uses POe switch \nCustomer: and one of the switch went bad \nCustomer: i can't find replacement do you guys have them in stock or can tell me where to order them  \nHuman Agent: Unfortunately we have not produced sPoE repeaters in many years, but you could potentially use this 4-channel NVR as a way to connect and power the cameras. It would need to be plugged directly into the main router so if you would need more than one you would need to make sure you have enough ethernet ports on your router for your NVR and however many of these you would need. Because this NVR is being sold to act as a repeater, the NVR functionality is not supported. https://www.ebay.com/itm/375286206306\nCustomer: thank you very much \nHuman Agent: No problem, is there anything else I can help you with for now? \nCustomer: is this work with 720 cameras\nCustomer: sorry i got out of my computer \nHuman Agent: Yes, the repeater would work to power and connect 720 or 1080p sPoE cameras as it is just being used for power and data connection."]
["Customer: I am trying to buy camera from your website but it's not working \nCustomer: I did all that \nCustomer: Still want to buy camera \nCustomer: The price is higher on Amazon \nCustomer: Your website doesn't work work \nCustomer: I am trying for 2 days now \nCustomer: I want to buy camera \nCustomer: I want to talk to a person \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you send me a screenshot of the listing for the camera you are having trouble purchasing?"]
["Customer: Troubleshooting\nCustomer: My plug is not working.  Where can I get a new one?\nCustomer: Representative\nCustomer: The camera plug seems to be shot. Where can I get a new one?\nHuman Agent: The camera that is on your account will use a 5V1A power adapter with a micro-USB connector. It is a fairly common power adapter and you can find them  at BestBuy, Walmart, or online at Amazon for usually less than $10.\nCustomer: Thank you!\nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Smart Kit is for adding NVRs to your account. Did you have a second NVR you needed help adding?\nCustomer: I have a new camera that started working yesterday but today it has its setup and will not recognize the qr setup today. It just blinks green \n\nPlus I have lost 5 of the 8 cameras on my nvr aslo\nCustomer: The nvr says 7 channels are connected but only 3 can be seen \nHuman Agent: Is Main Driveway the one you're referring to that went offline? As for losing cameras on your NVR, It looks like you only have 4 total cameras compatible with your NVR on your account. Kitchen window, Barn Driveway, Looking Forward, and Back of barn are not compatible with the NVR. \nHuman Agent: Yes, the 4 I mentioned there would just display as black screens on the NVR. \nCustomer: They are or have been online before. I added the main driveway new camera yesterday \nCustomer: What changed\nHuman Agent: They 4 I mentioned can be online and working in the app, but never would have worked on the NVR. When \"connected\" to the NVR they would show a black screen locally, but in app when hitting live it would show the cameras since it would then be pulling the video from the cameras, not the NVR. \n\nFor Main Driveway, is it plugged directly into a wall outlet without any extension cables?\nCustomer: Yes\nHuman Agent: Okay, please restart it, then try the QR setup one more time to see if it will read the code. It will not be able to read it if the red night vision lights are on. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: I have had the system for years and I have done this process more than I can count. I have done this 8 times and it just stays flashing green. \nHuman Agent: Okay, and you did this after restarting the device and making sure the red night vision lights were not on?\nCustomer: Ok I just added the second new one and all of the sudden they both started working \n\nOk so what nvr do I need for these now\nHuman Agent: The four I mentioned earlier are not compatible with NVRs in general. We have not produced NVRs since around 2018 and many of our newer devices are now using a different type of video compression which results in the NVR not understanding how to decompress the video and so just shows the black screens. Only earlier cameras that do not use that compression type would work there. \nCustomer: Ok does anyone make something to work with these\nHuman Agent: No NVRs that would work with those, no. Though we have a partner company that still produces cameras compatible with the older NVRs. Here is a link to those. https://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7\nCustomer: I need a system to record do you have anything ?\nHuman Agent: We do not have any NVRs to record for sale, just the cloud sevice subscriptions"]
["Customer: What are the differences between cameras?\nCustomer: What is difference between wireless and other cameras?\n\nCustomer: How are wireless cameras charged?\nCustomer: How is sd-h2940 charged?\nCustomer: How long after remove devices from subscriptions will subscription be cancelled?\nCustomer: Can you help with my subscriptions in my account?\nCustomer: How to connect with live chat agent?\nHuman Agent: How can I assist you?\nCustomer: What is the difference between the wireless cameras and the others?\nCustomer:  sd-h2940.\nHuman Agent: All of the cameras that we sell currently are Wi-Fi cameras that connect to the internet wirelessly.\nCustomer: I have several SD – H2937 – CR cameras and want to know the difference between them and the SD – H2940 cameras\nCustomer: Also, I changed the subscription on some of my cameras and it looks like the previous subscription is still on my account. Can you tell me when that subscription will be canceled?\nHuman Agent: There is not going to be really much difference in the cameras. They are 1080p Wi-Fi cameras. They will connect the same way with the QR Code setup. The features and function in the app is the same. They may look slightly different and may have a slightly bracket to mount them. The cameras will also use a more efficient video coding method to send the footage to the app. That would be about it for the differences.\nCustomer: Which use more efficient video coding? Is one newer technology?\nHuman Agent: When you change or cancel the subscription, you will still have the remaining subscription time that was paid for. It looks like you have Apple subscriptions. You can check in your Cloud settings by scrolling down to see the subscription plans. You can also check the status of a subscription and cancel it in your Apple account.\nHuman Agent: It looks like two cameras may expire, one on 11/25 and the other on 11/27.\nHuman Agent: The new cameras on our website will use the newer video coding method."]
["Customer: Can you please help with  #O-ZS-5X09718144\nCustomer: How do I connect with support agents?\nCustomer: Could you please help with  #O-ZS-5X09718144\nHuman Agent: How can I help you with the order?"]
["Customer: hello can i speak with a human please\nCustomer: representative please\nCustomer: hello, are you a human?\nHuman Agent: How can I assist you?\nCustomer: product selection for my need\nHuman Agent: Can you give me more information about what you are looking for?"]
["Customer: Availability \nCustomer: Do you sell a door bell? I have many zmodo cameras and also a zmodo doorbell one of the delivery guys broke the doorbell now i need a replacement. \nCustomer: Do you sell a door bell? I have many zmodo cameras and also a zmodo doorbell one of the delivery guys broke the doorbell now i need a replacement. \n\nDo you know where i can buy a zmodo doorbell or when you will have some in stock?\nHuman Agent: We do not currently have any doorbell cameras in stock. You can check third party sellers (Amazon, eBay, etc.) to see if there are any Zmodo doorbell cameras in stock.\nCustomer: Do you sell a door bell? I have many zmodo cameras and also a zmodo doorbell one of the delivery guys broke the doorbell now i need a replacement. \n\nDo you know where i can buy a zmodo doorbell or when you will have some in stock?"]
["Customer: My camera does not turn on.\nCustomer: Did that.\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Camera does not work.\nHuman Agent: Hi my name is Wendy.  If your camera is not powering on even with a working power adapter and a known good wall outlet the camera is most likely defective.\nHuman Agent: If you attach a copy of your receipt for the camera I can check if it is in warranty.\nCustomer: How do I replace it? It is outside of warranty.\nHuman Agent: what kind of camera is it?\nHuman Agent: Could you provide the device ID?\nCustomer: Outdoor zp-1bh23\nHuman Agent: https://www.zmodo.com/hd-wireless-bullet-outdoor-ip-camera-with-night-vision.html\nCustomer: Ok.\nHuman Agent: These cameras would be similar.  This type of camera works with just the app they wouldn't be compatible with Zmodo NVRs.\nCustomer: Ok"]
["Customer: Do you guy have wireless battery cameras \nCustomer: We’re could I purchase it \nCustomer: What is the model of the camera \nCustomer: Could you attach the link to Amazon for the camera \nCustomer: What is the name of the camera \nCustomer: What is the name of the camera battery wireless \nCustomer: What number could I call \nCustomer: Agent \nCustomer: Hi I’m trying to get a wireless battery camera \nCustomer: Do you guys carry this type of camera \nHuman Agent: We do not sell battery powered cameras. Our cameras plug in to an electrical outlet for power.\nCustomer: Any luck \nCustomer: Agent \nCustomer: Need support finding a camera \nHuman Agent: I will resend my message that answered your question as it seems you did not receive it.\nHuman Agent: We do not sell battery powered cameras. Our cameras plug in to an electrical outlet for power.\nCustomer: Ok thanks \nHuman Agent: You're welcome."]
["Customer: I ordered a camera and I was just checking on when I would get it and I cannot find my order number\nCustomer: Can you look up the camera? I ordered from your store and see when I will get it.\nCustomer: Order that I placed\nCustomer: I have lost my email\nCustomer: You are no help whatsoever\nCustomer: I’m checking on an order I placed for a Camera. I accidentally deleted my confirmation email.\nCustomer: What is wrong with you? Are you a robot?\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Order # O-ZS-5X08879670 | Sep 9, 2024\nHuman Agent: 9434611206211878826586 USPS - your order should arrive tomorrow Sat Sept 14."]
["Customer: representative please\nHuman Agent: How can I assist you?\nCustomer: are you a human?\nHuman Agent: Yes. How can I assist you?\nCustomer: i am looking for a very simple solution.  is it possible to speak on the phone?\nHuman Agent: We would have to schedule a callback appointment. I can schedule later today any time from 1-5PM CST. I would also be happy to answer any questions you have here in the Live Chat if you would prefer.\nCustomer: we have elderly parents who live on their own.  My wife wants a simple camera: plug into wall, two way audio, and illumination at night.  a phone app for her to view when not with them.  what product fits this?\nHuman Agent: If it is an indoor camera, then the Zmodo Mini Pro camera plugs in to an electrical outlet for power, it has 2-way audio, and has an infrared light for night vision.\nCustomer: okay, give me a minute to see it on the website, please hold\nCustomer: how does it illuminate at night?\nHuman Agent: It depends on what you mean by \"illuminate at night\". Do you mean like a light on the camera to make the room brighter? It does not do that. It has an infrared light that it projects to see at night.\nHuman Agent: So it would not light up the room for a person, but the camera can still see at night.\nCustomer: okay, that is good.  and it is two way audio thru the camera, correct?\nHuman Agent: Yes.\nCustomer: i know you're a US company, my question is, the camera what country is it manufactuered in?\nHuman Agent: The cameras are made in China.\nCustomer: the phone app software, what country is it developed in?\nHuman Agent: We have developers in the US and in China."]
["Customer: I need a new camera. How do I order one?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You may order from zmodo.com or we also have a variety of our products available on Amazon. Do you have a particular type of camera you're interested in?"]
["Customer: Hello\nCustomer: How can I order the Zmodo Greet Smart 1080p\nVideo Doorbell with Indoor chime\nCustomer: I would like to buy \nCustomer: Zmodo Greet Smart 1080p\nVideo Doorbell with Indoor\nCustomer: I have tried Amazon don’t have it \nCustomer: Out of stock\nCustomer: Can I talk to live person\nCustomer: Agent\nHuman Agent: We do not have any Greet doorbell cameras in stock. You can try looking at third party sellers (Amazon, eBay, etc.) to see if there are any available there.\nCustomer: Do you know when they will be available \nHuman Agent: No, unfortunately, I do not know when they will be back in stock in our store.\nCustomer: Amazon don’t have any\nCustomer: Or do you have any comparable \nHuman Agent: No, as I mentioned, we do not have any Greet Doorbell cameras in stock.\nCustomer: Ok thanks\nHuman Agent: You're welcome."]
["Customer: Hi, I'm trying to purchase 4 pack wireless cameras.\nCustomer: I am unable to purchase on website\nHuman Agent: Hello, you've reached customer care, my name is Kylie. What issues are you experiencing when trying to make the purchase, if the bottom for the cart is greyed out at all that means we currently don't have that camera or camera package in stock."]
["Customer: Nothing will.add to cart\nCustomer: I've done all those things.\nCustomer: It still won't let me buy anything\nCustomer: NOTHING WILL ADD TO MY CART\nCustomer: You are useless\nCustomer: Representative \nCustomer: Nothing will add to my cart. \nHuman Agent: Are you trying to purchase cameras at zmodo.com? If the Buy Now or Add to Cart button is grayed out, then that specific listing is out of stock. Which camera are you trying to buy? And what size pack of that camera are you trying to purchase?\nCustomer: Zmodo Security Camera Bundle 2 Outdoor & 2 Indoor Mini (Renewed)\n\nSKU: ZG009C-4-CR\nCustomer: They are in stock\nHuman Agent: Alright, let me take a look.\nCustomer: Any luck?\nHuman Agent: Thank you for your patience.  So, technically that is because it is two separate devices, so it is a 2-pack of indoor cameras and a 2-pack of outdoor cameras. When one of those is out of stock (in this case the outdoor cameras) it will not let you add it to your cart. I passed along the information that it is out of stock so that it can be updated on the website.\nCustomer: Ahhh! Thank you! I'll try the other pack of white new ones instead\nCustomer: Dang, all.are out of stock! Do you know when they will restock? I've been trying to buy them for almost a month\nHuman Agent: Unfortunately, I do not know. I know that the cameras sell pretty quickly. It looks like for outdoor cameras, it is just the 3 and 4-packs of the refurbished cameras that are still in stock."]
["Customer: NVR question \nCustomer: Hello\nHuman Agent: Hi my name is Wendy.  What questions do you have about a NVR?\nCustomer: What is a good Wireless NVR I have 8 Zmodo wireless cameras \nHuman Agent: We unfortunately no longer sell NVRs or wired camera kits.\nCustomer: Do you know a third part on Amazon that is compatible with Zmodo wireless cameras\nHuman Agent: No.  The Zmodo 1080p wifi cameras that are available right now on Zmodo.com work with just the app, they are not compatible with NVRs.\nCustomer: Next question \nHuman Agent: sure\nCustomer: is there any package deals that your iCloud is offering that I can just have like four of them together under one rate\nHuman Agent: Zmodo cloud plans are per device.  There isn't a bundle cloud plan option\nCustomer: Crap \nCustomer: Next question I have an old email under my account. Can you help me switch it to my new email?\nHuman Agent: paid cloud plans are optional not required\nHuman Agent: Unfortunately, it is not possible to change the account email address since that's the actual account identifier.  You would need to create a new account with the new email address.\n\nHuman Agent: What is the old email account?\nCustomer: 34hockey@sbcglobal.net\nHuman Agent: You are contacting me from 34hockey@sbcglobal.net right now.\nCustomer: Ok \nHuman Agent: Do you already have a new app account created?\nCustomer: Looking to change to cyplik10@gmail.com \nHuman Agent: There isn't an account under cyplik10@gmail.com \nCustomer: So there’s no way to change 34 hockey to Gmail account\nHuman Agent: can't change it but you could move the devices to another account if you want.\nHuman Agent: You do have (2) paid cloud plans connected to 34hockey@sbcglobal.net.  You would want to cancel those 2 cloud plans first.\nHuman Agent: then after the plans have expired you can choose to sign up for new plans under the new account.\nCustomer: Ok thanks for this \nHuman Agent: You're welcome.\nHuman Agent: I am unable to cancel the subscription on my end, as you are subscribed via Apple but you can follow this guide on how to cancel your subscription via Apple. https://support.apple.com/en-us/HT202039\n\nCustomer: I really like your company and cameras and I was just hoping there were being an easier way to move things around. I don’t wanna go to any other company cause I’ve been with you guys for so long.\nHuman Agent: If you setup a new app account I can help move the cameras to the new account \nHuman Agent: You would also want to cancel the 2 cloud plans.\nCustomer: You know right now I’m just gonna leave it as is probably gonna add eventually the camera I added today and I’ll just deal with it for now. I appreciate all your help.\nHuman Agent: Okay.  Live agents are here on live chat M-F 9am-6pm CT\nCustomer: I figure someday when it’s raining or it’s real crappy outside and I got a few hours. I’ll contact you to set up a new account and switch it all over.\nHuman Agent: sounds good.  Just contact us again here on live chat and we will be able to help\nCustomer: Ok thanks \nHuman Agent: You're welcome"]
["Customer: Trying to buy a camera but it wouldn’t let add to cart\nCustomer: Tried all that stop didn’t work\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Which camera are you trying to buy?"]
["Customer: trying to buy zmodo torch 360\nHuman Agent: Hi my name is Wendy.    We are currently out of stock of Torch 360 cameras and do not have an estimated restocking date at this time."]
["Customer: Can I chat with live person\nCustomer: I'm looking to buy a zmodo video doorbell but cannot find one to purchase... everywhere I have searched are all out of stock...  I need to replace mine and want same brand so I can use same app..  any suggestions of where to look?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have a new model of doorbell camera so we do not have any in stock, unfortunately if you desire one you will have to look on other third party sites. \nCustomer: I've looked everywhere I can.. even Google. Hard to believe there are none in the wotld..lol\nHuman Agent: You can try amazon, walmart, ebay, there may also be other sites that people are listing the doorbells on as well if people are reselling them. \nCustomer: Any chance you are privy to when you guys will be releasing any new ones huh?\nCustomer:  Nvm..\nHuman Agent: There is no word on a  new model of doorbell at this time"]
["Customer: Set up\nCustomer: are zmodo cameras onvif\nCustomer: are your cameras onvif can I add them to a nvr\nCustomer: Can I connect to a nvr with your cameras\nCustomer: I am asking can I connect the cameras with my amcrest nvr\nCustomer: Are you a live person\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Our devices do not support ONVIF. \nCustomer: Thanks\nHuman Agent: No problem, is there anything else I can assist you with?"]
["Customer: Agent\nCustomer: Agent\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: Is there a way I can cancel an order I placed yesterday even though I’ve received an email stating my product has been shipped? \nHuman Agent: Could I have the Order Number for your order?\nCustomer: O-ZS-5X09325050\nCustomer: I apologize. It’s actually this one\nCustomer: O-ZS-5X09325069\nHuman Agent: Okay, so it is the second order, O-ZS-5X09325069, that you are trying to cancel? I just want to confirm.\nCustomer: Yes\nHuman Agent: Alright, I am taking a look to see if we can cancel the order. Please give me a few minutes to check with our team that handles the orders and shipping.\nCustomer: Hello\nHuman Agent: I reached out to the department that handles that to see if we can get it canceled. They will see what they can do. Do you have any other questions?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If the camera has already been chipped there's not a way to cancel it mid shipping, Once you get the device then you can do a return."]
["Customer: Are y’all going out of business or something?\nCustomer: -1\nCustomer: Customer service \nHuman Agent: How can I assist you?\nCustomer: Just wanted to know if this company was going out of business online if all out of stock and I ordered the last 4 cameras Walmart had can you help me with this?\nHuman Agent: No, the company is not going out of business. Due to the sale, some of the cameras on the zmodo.com store may have gone out of stock for the moment. We also sell cameras on Amazon.\nCustomer: Ok thank you just making sure I like the outside camera style\nHuman Agent: You're welcome."]
["Customer: Hi when will the torch 360 be available ?\nCustomer: Product availability\nCustomer: It says coming soon\nCustomer: Human\nCustomer: Hi when is the torch 360 going to be in stock for purchase again? It says coming soon on the website and is unavailable on Amazon right now...\nCustomer: Great little camera i already had one, need another. \nHuman Agent: Unfortunately, we do not have information about when the Torch 360 camera will be back in stock.\nCustomer: Will it come back though? Or is it discontinued? I like the zmodo platform and need a other bulb type camera that works on your app as all mother cameras are zmodo\nHuman Agent: As I mentioned, unfortunately, I we do not have that information. I do not know when it will be back in stock. It has not been officially discontinued, but I do not have any information about when or if it will be back in stock."]
["Customer: Is there a new battery operated camera \nCustomer: I don't see it on your website \nCustomer: It's not in your store\nCustomer: -1\nCustomer: Customer service \nCustomer: Ok\nCustomer: Anyone there\nHuman Agent: You can look on Amazon for the Zmodo battery powered camera. I believe they are currently only on Amazon.\nCustomer: Can they be used with the same zmodo app! How long does battery last before recharging \nHuman Agent: Yes, you would use the same app and the battery life would depend on the settings you have on it and the location.\nCustomer: Topical how long\nHuman Agent: There is no real way to know, because it activates when it detects motion, so it would vary greatly depending on the frequency of motion in the area."]
["Customer: I am trying to purchase 3 outdoor cameras I cannot get it to go the cart?\nHuman Agent: Hi my name is Wendy.\nHuman Agent: We are out of stock of most of the outdoor wifi cameras right now but which camera are you intested in?"]
["Customer: Agent\nCustomer: Hi Mira....I need 2 Zmodo camera mounting brackets...Do you have them?\nHuman Agent: Could I have the Model of the cameras that you need brackets for?\nCustomer: I dont have that handy\nCustomer: Its the older outside model cameras\nCustomer: You have the black cameras on sale, That is the model camera\nHuman Agent: We have a few outdoor camera models. What is the email address or phone number for your account?\nCustomer: victoryprogressor@gmail.com\nHuman Agent: I see one camera on your account. If the other cameras are the same as that camera, then you can purchase a bracket here https://www.zmodo.com/bracket-for-cameras.html\nCustomer: 213-984-7324\nCustomer: can you please send that link to my email\nHuman Agent: Yes, I just sent you an email.\nCustomer: Great thank you so very much😁\nHuman Agent: You're welcome.\nCustomer: that is it for now bye bye🖐\nHuman Agent: Have a good day."]
["Customer: agent\nCustomer: agent\nCustomer: are you a real person?\nHuman Agent: How can I assist you?\nCustomer: I have a front doorbell camera that I’ve had for many years. I think it finally is dead. I would like to purchase another one, but I cannot find one anywhere?\nCustomer: I own several other cameras so I would like to stick with this brand\nHuman Agent: We do not have any doorbell cameras for sale currently. You can try looking at third party sellers (Amazon, eBay, etc.) to see if there are any Zmodo Greet doorbell cameras for sale."]
["Customer: Is your Zmodo 1080p Indoor/Outdoor WiFi Camera supported by 5GHz?\nCustomer: Can I use 5G WiFi with Zmodo 1080p cameras?\nHuman Agent: No, the cameras will only connect to the 2.4 GHz network. Pretty much every router makes both the 2.4 GHz and 5 GHz networks."]
["Customer: Where's my order\nCustomer: Cancel my order\nCustomer: Agent\nHuman Agent: Could I have the Order Number from your purchase?"]
["Customer: Where do I purchase a replacement power adapter for my camera?\nCustomer: Which part don't you understand?\nCustomer: I need a replacement Funlux/Zmodo Switching Power Adapter model ZM-PS0001US for my indoor outdoor wireless camera with ZID ZMD33EFE8265708.  Where can I purchase one?\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. A replacement power supply can be purchased here https://www.ebay.com/itm/374229394064\nCustomer: What about on Amazon?  I purchased the cameras on Amazon.\nCustomer: Hello?\nHuman Agent: Unfortunately there is none for sale on amazon currently. \nHuman Agent: I tried searching but was not able to locate any. \nHuman Agent: You could use an off brand micro ubs 5 volts 1amp power supply with a 5ft cable \nCustomer: got it thx\nHuman Agent: You're welcome, is there anything else we can help with today?"]
["Customer: I am trying to make a purchase and Cloudflare has failed for 5 days trying to complete my order.\nCustomer: I can't complete an online purchase\nCustomer: My internet is fine\nCustomer: I am trying to make a purchase and Cloudflare has failed for 5 days trying to complete my order.\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the account that you are trying to subscribe on and where are you trying to subscribe currently? (the app or website)\nHuman Agent: Or are you trying to order physical devices?\nCustomer: yes\nCustomer: 1080p Wireless Outdoor Bullet IP Camera 2 pack\nQty x 1\nHuman Agent: Alright. Can you send a screenshot of the error you're receiving?\nCustomer: I am doing copy/ paste and doesn't work. Let me try to make it a file, is there a way to upload the file\nCustomer: D/static_file/24d4d8fbff_1_20240919104256.png\nCustomer: And everytime this happens it wipes out all my information\nHuman Agent: Okay, what part of the purchase process are you getting this error on?\nCustomer: placing the order - checkout\nHuman Agent: Okay, I've just tested and that does seem to be working properly. Have you tried a different browser or clearing your browser data?\nCustomer: I have cleared the browser, I use Chrome\nCustomer: Let me try in Edge\nHuman Agent: Okay, it's working properly for me in Chrome currently. If you're unable to get it to load from there, you could also potentially try from your phone to see if the issue is specific to your computer. \nCustomer: It looks like Edge is going to work but I have to enter all my information as I have it saved for autofill in Chrome.  Give me a few more minutes please\nHuman Agent: Sure. \nCustomer: Ok I think I finally completed the order. Yes, received the email confirmation. Thanks for your help.\nHuman Agent: Wonderful, no problem. Anything else I can help you with for now?"]
["Customer: Agent\nHuman Agent: How can I assist you?\nCustomer: Agent \nHuman Agent: You have been connected with a Customer Care Agent. How can I assist you?\nCustomer: D/static_file/582f990397_1_20241010094705.jpg\nCustomer: Need new bracket please \nHuman Agent: Were you receiving my messages in our previous chat? Unfortunately, it looks like we do not have brackets for that doorbell available any longer. \nHuman Agent: You can try looking at third party sellers like Amazon, eBay, etc. to see if there are any available. Otherwise you may need to replace the doorbell.\nCustomer: Oh ok!"]
["Customer: speak with live representative\nHuman Agent: How can I assist you?\nCustomer: I am trying order 3 outdoor cameras but the add to cart option has been disabled on the website. \nHuman Agent: If it is not letting you add the cameras to your cart, then it is probably out of stock. Let me take a look at the listings to check that. Which outdoor camera listing are you looking at?\nCustomer: SKU: SD-H2940-3\nCustomer: 1080p wireless outdoor security camera\nHuman Agent: It looks like those are out of stock currently. There are refurbished outdoor cameras that are in stock if you would like to take a look at those.\n\nhttps://www.zmodo.com/1080p-wireless-security-camera-3pack-refurbished\nCustomer: No thank you. Are the 1080p indoor/outdoor wifi cameras out of stock as well?\nHuman Agent: I believe so, let me check.\nHuman Agent: Yes, it looks like those cameras are out of stock, as well."]
["Customer: Mira, I want to buy some outdoor cameras\nCustomer: Does zmodo support SHO\nHuman Agent: Hi my name is Wendy.  \nCustomer: I am trying to buy outdoor cameras\nHuman Agent: We are currently out of stock of outdoor cameras on Zmodo.com\n\nThere are a couple options available on Amazon though. Just a moment I will find the links for you.\nHuman Agent: 2-pack SHO 1080p wifi bullet indoor/outdoor cameras, these cameras are compatible with the Smartz app\n\nhttps://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7/ref=b2b_gw_d_cue_lf_d_sccl_1/141-1693119-0779641?pd_rd_w=AgpGC&content-id=amzn1.sym.385d5c79-7be9-4802-802e-5e837b2be04a&pf_rd_p=385d5c79-7be9-4802-802e-5e837b2be04a&pf_rd_r=08JYZ6VDT3R320JACGVP&pd_rd_wg=erXSX&pd_rd_r=6b9e069c-455f-4669-a035-710f6e45aa54&pd_rd_i=B0978WDJK7&psc=1\nHuman Agent: Zmodo battery camera:  https://www.amazon.com/Zmodo-Wire-Free-Rechargeable-100-degree-Alexa-Ready/dp/B0DJ1LFNRP/ref=sr_1_1?crid=2MJX1161Z7EUQ&dib=eyJ2IjoiMSJ9.qKrp_L6bqH2E98ElJEwIEdXlJhHkmimkj4V0YEbDIUmzjxhMwvyd9xU2sle_v6Jk_Dt-Otr88gEK1hW8GkpT97p-2qJFcx0v9YPd062Q_j-_yEgOkmNJ5C4hRdFIeMmNJjTJbh3A2-2n3GouJchyHIEvflaydmF3hFCNbVieTrwFyDo_pRwoXqVUDUimH8OZznJoEuD5H2dSjiXOlpYLvujzofTV6CE23y4k94mZPFcYNG_pttaCdT7CbLmpzVg-iC-_VB5TJN6mNEOU2J9zabpkoH-YcPzJtff_plTyx740F6vE6WJIcImSdsEMdK23Q5WZOsv8Pqtss5t6SusO9YlBaZRiGOSJ_79QUqOnEI4.MGjjepv2YqhNukMtWUoi6B48XNZHpwsxIZ60X8Ji_l0&dib_tag=se&keywords=zmodo+battery+camera&qid=1741203613&s=electronics&sprefix=zmodo+battery+camer%2Celectronics%2C109&sr=1-1\nCustomer: Link is not working\nHuman Agent: You will need to either copy and paste or type SHO wifi camera or Zmodo battery camera into Amazon's search bar"]
["Customer: I need to order another indoor / outdoor camera?\nCustomer: I tried the Zmodo order site. Wasn’t able to place and order\nHuman Agent: Hi my name is Wendy.  What type of camera are you wanting to purchase?\nHuman Agent: You have 1080p wifi bullet cameras connected to your account.  Is that the type of camera you are wanting to purchase?"]
["Customer: Troubleshooting\nCustomer: Store is not functioning \nCustomer: Agent\nCustomer: Agent\nCustomer: Please \nCustomer: The cameras i want to purchase is not adding to cart properly \nCustomer: Is your store page down?\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  Can you send me a screenshot of the specific cameras you are trying to order, I can check and see if they are out of stock or not.\nCustomer: D/static_file/00a34cd297_1_20250226154108.jpg\nCustomer: These ones\nCustomer: I need 4\nHuman Agent: Those cameras are sold out, you can try to check on third party sites such as amazon to see if they have any of those in stock in their warehouses. \nCustomer: Which outdoor cameras do you have in stock then?\nHuman Agent: Let me check for you, One moment.\nCustomer: Ok please \nHuman Agent: All of the indoor outdoor bullet cameras are out of stock, looks like we ran out of stock due to the ongoing sale. \nCustomer: They should update the store page accordingly \nHuman Agent: If you want those cameras you can wait for a restock, or you can try searching on third party sites. I do not have an estimated wait time for the restock at this point, I would recommend jsut checking periodically if they are in stock or not by trying to add them to your cart. \nCustomer: Ok thanks \nHuman Agent: No problem, thank you as well, have a great day.\nCustomer: You too\nHuman Agent: Thanks! farewell"]
["Customer: Troubleshooting\nCustomer: I need part model bs-0001 how do I get it\nCustomer: Amazon is telling me it is unavailable \nCustomer: They don’t know when or if it will be back in stock\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not sell the repeaters anymore, you will have to look on third party sites such as eBay more then  likely for a NVR repeater. We no longer make the repeaters or NVRs. \nHuman Agent: https://www.ebay.com/itm/375286206306?_skw=ZModo+NVR+repeater&itmmeta=01JCRQB991F59RPWCAB1314PQE&hash=item5760cd0f62:g:-gcAAOSwCrRl4h5O&itmprp=enc%3AAQAJAAAA8HoV3kP08IDx%2BKZ9MfhVJKkZyqyGq5poD08w%2FkgjOTyojdiMDmvUa28oye1DZCBdKEiYKeoLDtr99oXeiui5y4EAtNkCT8VsJfuxI5WKaf8%2FnYeuFDyWtxVVHWap5BRrcNSuNYnu7QzQb1zXE%2BcyhZi41Zr8IGAPhjd7rMJNFnk5ZbkuSrgEwf%2BBlA2ECcb80i%2BIgKZ1VOuAtLXBsW4RfXY0xxTvVok%2BzOQKkOzw4jVqB%2B%2BRgXfrkprzL6mmmcygAGpafzhjwISPhl9%2B6sc99Al%2BBnj2hZbd48GOSJsQc9BC1FfZp81j%2BixvxiQ%2BHNdZmg%3D%3D%7Ctkp%3ABk9SR8yUrZfmZA \nHuman Agent: I was able to find this 4CH NVR repeater in stock on ebay you can try checking out."]
["Customer: Hi, do you have any fisheye ceiling cameras?\nCustomer: Hi, do you have any fisheye ceiling cameras?\n\nHuman Agent: Hello, you've reached customer care, my name is Kylie, we do not have any current cameras that are the fish eye type for sale, we have sold them in the past though so you can keep an eye on our store should we ever make another fish eye like ceiling camera model. \nCustomer: What is the largest angle outdoor camera that you have?\nHuman Agent: largest angle we have is our indoor outdoor cameras which are 98 degree viewing angle."]
["Customer: Hello agent please\nHuman Agent: Hi my name is Wendy.  How can I help?\nHuman Agent: How can I assist you?\nCustomer: Is the outdoor cameras completely wireless \nHuman Agent: Are you asking about the 1080P Indoor & Outdoor cameras on our website? Those cameras connect to your internet wirelessly through Wi-Fi. The cameras plug in to an electrical outlet for power."]
["Customer: add to cart\nCustomer: add to cart not working\nCustomer: help\nCustomer: customer service\nCustomer: lost my business\nCustomer: bye bye zmodo, ring here I come\nHuman Agent: Which camera are you trying to buy that you are having trouble ordering it?"]
["Customer: I am trying to order new cameras but am having trouble with the human verification process. \nCustomer: Hello Dillon H\n\nCustomer: D/static_file/30ec69f609_1_20250225153659.jpg\nCustomer: Are you there?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I check on this. \nCustomer: Thanks \nHuman Agent: It seems to work properly for me. Are you using a VPN?\nCustomer: I am on my home wifi\nHuman Agent: Okay, but do you have a VPN active? As that could potentially cause the issue. If not, would you be able to try from a different device or from your mobile data on your phone?\nCustomer: On my mobile it would even let me add to cart. \nCustomer: I will just keep trying. \nHuman Agent: Are you able to try from a different browser on your computer then? And what sort of issue did you have adding to cart?\nCustomer: I will try it\nHuman Agent: Okay. \nCustomer: Ok that worked\nHuman Agent: Wonderful. Anything else I can help you with for now?"]
["Customer: I need support for the store\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\n\nCustomer: I am trying to put a camera in my cart and when I hit buy now it never goes in my cart\nHuman Agent: Okay, that means we currently are out of stock for that camera, If you wish to order that specific camera you would be able to wait for more stock to come in or you can also try looking for the camera on amazon to see if perhaps its in stock in one of their warehouses instead. \nCustomer: The one that I want isn’t in stock on amazon \nCustomer: I will wait \nHuman Agent: Okay, Have a great day."]
["Customer: How soon can I buy a doorbell camera\nCustomer: I am interested in the SD-H2109 model but it says your out of stock when or if I can be on a list to purchase if possible \nCustomer: -1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We don't have any of the doorbell models in stock, You can check third party sites such as Amazon, Ebay, ect to see if there are any listings on there."]
["Customer: agent\nCustomer: I want to cancel my order for camera\nCustomer: Agent\nHuman Agent: Could you provide the order number for the order that you would like to cancel?\nCustomer: 0-Z5-5X09312783\nHuman Agent: It looks like that order has been canceled already.\nHuman Agent: Just to confirm, could you provide the email address that you used to place the order?\nCustomer: charlottejordan2017@yahoo.com\nHuman Agent: Thank you. Yes, that is the order and it has been canceled and as refund has been issued for the order."]
["Customer: How many cameras does your app support?\nCustomer: Do you sell a nvr?\nCustomer: Nvr that can store my data locally\nCustomer: Do you sell one that works with your cameras?\nCustomer: A NVR that can record the live video from my zmodo cameras\nCustomer: Is the price based on per camera?\nCustomer: Do you sell light bulb cameras?\nCustomer: Hello\nCustomer: Is zmodo torch available?\nHuman Agent: Hello, we stopped making NVRs in 2018. For the ZModo torch cameras we do not have any in stock, we have sold out of the previous model and have not come out with a new model, you can look on third party websites such as amazon or eBay for them though."]
["Customer: Can I get power cords\nCustomer: Where can I order them\nHuman Agent: Hello, my name is Grant. The cameras on your account will use a 5V1A power adapter with a micro-USB connector. It is a fairly common power adapter and you can find them at BestBuy, Walmart, or online at Amazon.\nCustomer: Thank you\nHuman Agent: You're welcome."]
["Customer: Trouble buying some camaras \nCustomer: I am having problem with the paying process. Yesterday by your own website I tried to buy 3 indoor pro cameras. I got the same error twice. I tried with two different cards and todat y checked both cards and the payment went through without placing my order. The error I received was \"Error: [GATEWAY_REJECTED]Approved\"\nCustomer: Contact Support \nHuman Agent: What email address did you use to place the order?\nCustomer: jorge.todd.s@gmail.com\nCustomer: $65.99 Total. For 3 Indoor Pro cameras with the dosicount of Celebrate25\nHuman Agent: There is not an order from that email address. It likely was unable to process the payment. If you see charges on your card, they are likely preauthorization charges.\nCustomer: Ok let me check in a few days if that balance is restablished to my account.\nCustomer: On the other hand, I need advice in Technical problems. I cant delete a few devides form my account. I follow al the instructions and I really cant. Delte Cache, Reinstall App, Restart Phone etc...\nCustomer: Every time I get to press \"Delete Device\" the app stops working. \nHuman Agent: What is the email address for your account?\nCustomer: jorgetodd@hotmail.com\nHuman Agent: Could I have the Device IDs of the cameras you want to remove? I can send an Unbind Request email to that email address. Then you can reply to the email giving me permission to remove the devices from the account."]
["Customer: Hello, I recently ordered some cameras and I accidentally ordered 5 indoor cameras and I was wondering if I could exchange 3 or them for 3 outdoor cameras\nCustomer: How do I contact customer service agent directly \nCustomer: Hello, I recently ordered 5 cameras from you and I meant to get 3 outdoor but accidentally ordered all indoor cameras. Am I able to exchange the indoor ones for outdoor ones?\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  How long ago did you make this purchase of 5 cameras, and was the order directly through us or did you order it from amazon or a third party site at all?\nCustomer: It was directly through you and it was sometime last week\nHuman Agent: Okay, We do not have an exchange program, however you can do an RMA for return for refund for 2 of the 5 cameras you ordered, then once that is processed you would be free to order other cameras if you wish.\nHuman Agent: https://zmodo.com/rma Here is a link to the RMA form where you can do the RMA and where it explains the RMA policy. Anywhere on the form that has a star is required, you also will have to attach a picture for it to submit properly, you will know its submitted when it gives you an RMA number (its like a case number) then once the RMA departments team has reviewed the Form they would send further info for the return process."]
["Customer: are you there\nCustomer: Will the  SD-H1080P-Z-4 connect to my existing zmodo nvr?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Most of our current cameras would not be compatible with NVRs due to a difference in the video compression. What is the ID of your current NVR?"]
["Customer: cannot get Harvest35 discount\nCustomer: when i tried to order could not get harvest 35 discount\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I've just tested the code and it still seems to be working. What sort of issue are you having with it?\nCustomer: when i tried to order it would not give me the harvest 35 discount\nHuman Agent: Does it say invalid code when you hit apply on the code or what happens?\nCustomer: yes\nHuman Agent: Can you send a screenshot of the code entered and where it is showing invalid code?\nCustomer: no don't know how\nHuman Agent: Do you mean you don't know how to take a screenshot? Are you doing the order on a phone or computer? If computer, apple or windows? If phone, apple or android?\nCustomer: computor windows\nHuman Agent: Okay, if you search for a program on your computer, you can search for the snipping tool. That will let you hit new, then drag to choose what to screenshot, then you can choose to save it. \nHuman Agent: Or you could take a picture with your phone and send it to me via email or text. If you'd prefer that, please let me know which you want to send to and I can provide the email or number. \nCustomer: i'm here taking pictures.  what is text\nHuman Agent: ‪9704141782‬\nCustomer: can i talk to someone on phone\nHuman Agent: Please leave the \"\" out of the code. \nCustomer: I have credit card marked and when i place order it didnt work\nHuman Agent: Did the code work? \nCustomer: yes\nHuman Agent: Okay does it give an error on the card\nCustomer: it says choose another way to pay\nHuman Agent: The other option would be paypal \nCustomer: I paid with this credit card for my icloud??\nHuman Agent: So it should work correct, can you double check the information that is entered. \nCustomer: Yes  trying to pay with pay pal\nHuman Agent: Okay\nCustomer: I can not get it to work\nHuman Agent: Do you get an error?"]
["Customer: Do you have now or planning on adding a SD micro mini card to any of your devices like AOSU does\nCustomer: I have bought 18 camera from you and they are inferior to AOSU.  I will never ever buy or support your products again.\nCustomer: You have lost me as a customer forever. And IA you AI BOT SUCK!\nCustomer: I have spent So much money on your products.  I was told by a friend to try Aosu products that use micro SD mini so they don't nickel and dime like meshare and zmodo\nHuman Agent: The cameras on your account do not have SD Card storage. We have battery-powered cameras for sale on Amazon that do have local storage available.\n\nhttps://www.amazon.com/Zmodo-Wire-Free-Rechargeable-100-degree-Alexa-Ready/dp/B0DJ1LFNRP/ref=sr_1_1_sspa?crid=P3X62XHUWWD2&dib=eyJ2IjoiMSJ9.Ep-OJS7JKEA9cwamW4Z4ov80jTFYC6XQWathABslLniFE7AMbReY66hsqzcBV6T3n4sn4vhvZnhX7H_NXDJPNDgaFNnWYZ8EX7P4rcA1qe--wYoIxoTikZFJcHrOZGheuPO6Q5stHuMORrHsZDHweFkozLkLRWzSSJoaV-8GoVE8JuCOGGTRt1vQJ2qQpAStSbEcc4SFhhXmxxJOYZKgnhaeOhPv0VX-_pGd1wcw5pw.DStjBNae5BY3zRzMJYkuKNv1GuOJBQJOwi_oUFyxx9E&dib_tag=se&keywords=zmodo&qid=1741634186&sprefix=z%2Caps%2C647&sr=8-1-spons&sp_csd=d2lkZ2V0TmFtZT1zcF9hdGY&psc=1"]
["Customer: How can I buy just a repeater for my existing Zmodo camera system??\nCustomer: I can not find just a repeater available on your website \nHuman Agent: If you are looking for replacement repeaters, then we have 4 Channel repeaters available here https://www.ebay.com/itm/375286206306?itmmeta=01HQXP2BEMQV0GDRFPDTNVHBYK&hash=item5760cd0f62:g:-gcAAOSwCrRl4h5O\nCustomer: I have many cameras down due to not having my repeaters working and I also have this problem at another location.  \nCustomer: Add there any 8 channel repeaters available \nHuman Agent: No, there are not any 8 Channel repeaters available. You can use two 4 Channel repeaters in place of an 8 Channel repeater."]
["Customer: Do you sell doorbells anymore?\nCustomer: real person\nCustomer: Icurrenty have a doorbell that keeps going offline the placsit is broken and i can see inside the unit i would like to buy a replacement but i dont see any in the store.\nHuman Agent: Unfortunately, we do not have any doorbells in stock currently. I do not have any details on when they will be back in stock. You can try looking at third party sellers (Amazon, eBay, etc.) to see if there are any Greet doorbells available.\nCustomer: are there any other companies doorbell that are combatable with the app? \nHuman Agent: There would not be any other brands that would work with the Zmodo app. It would need to be a Zmodo doorbell."]
["Customer: Troubleshooting\nCustomer: I only have a 5G  internet connection\nCustomer: I have model # ZP-NL14-S\nCustomer: -1\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Customer care agent\nHuman Agent: How can I assist you?\nCustomer: I have 2 systems. 6 cameras. two hooked up to model #ZP-NL14-S And 4 hooked up to  model #ZMD-DT-SBN4 AND NEITHER ARE ABLE TO WORK ON A 5gb INTERNET- sorry for all caps \nHuman Agent: That is an NVR system and a DVR system. So those would not connect to Wi-Fi. They plug in to the router with an Ethernet cable.\nCustomer: ok I think that they are hardwired to the router but I can't get the cameras to connect\nHuman Agent: The cameras should just plug in to the NVR and the DVR.\nHuman Agent: Could I have the device ID of the camera system you are working with?  It should start with ZMD and should be on a white sticker on the camera system.\nCustomer: the 2 camera systenm and the 4 camera system have different hook ups\nCustomer: ZMD device\nHuman Agent: Yes, the connectors for an NVR system and a DVR system are different.\nHuman Agent: But do your cameras plug in to your NVR system?\nCustomer: ZMD11K3BB001035. THE K MAY BE AN X. FUZZY PICTURE BECAUSE THE SYSTEM IS UP ON A WALL\nCustomer: yes cameras are hooked into the systems (Boxes). They were working a while back but all died \nHuman Agent: Okay, that looks like a DVR system. The cameras will just plug in to the back of it. \nCustomer: yes. I have 4 cameras on that one\nCustomer: It has buttons on the front that used to connect with a computer app. I don't remember how to use them anymore\nHuman Agent: Okay, can you give me more specific information about the issue you are having? Because I have really gotten an explanation of the issue after letting you know that your systems connect with an Ethernet cable and not to the Wi-Fi.\nCustomer: I don't think the camreas are powered up. I don't see any lights on the one I can reach\nHuman Agent: Oh, the buttons on the front are not what you use to connect to an app. The DVR would have used the Zsight app. You can try downloading the Zsight app and adding the DVR to the app. However, the Zsight app and legacy systems (like your DVR) are no longer supported.\nHuman Agent: Are you able to connect your DVR to a monitor? You would still be able to view the cameras locally.\nCustomer: It's a gymnastics facility and the cameras are basically on the ceiling.\nCustomer: No on the DVR question\nCustomer: I will try the Z sight app\nCustomer: can't find a Zsight app\nCustomer: reading through, I see that it's not supported at this point\nHuman Agent: The Zsight app and legacy systems are no longer supported. So if you cannot run the app on your phone or tablet, you can still view the cameras locally by connecting the system to a monitor.\nCustomer: Is there a way to get a system that I can hook all of the cameras up (with different connectors)?\nCustomer: Just the DVR system or cloud system...\nHuman Agent: You would need a DVR system. We do not make and sell DVRs any longer. You can try looking for other companies that make DVR systems.\nCustomer: what systems do you offer?\nCustomer: Anything that I don't need to get up on a ladder 6 times again?\nHuman Agent: We currently make and sell Wi-Fi cameras. You can go to zmodo.com or Amazon to see the cameras that we have for sale.\nCustomer: They would just hook up to the wifi and use the cloud as a DVR?\nHuman Agent: You can subscribe the cameras to a Cloud Plan to record continuously to the cloud if you would like to.\nCustomer: Which system do you recomend - looks like I'm climbing ladders again\nHuman Agent: It would just be individual Wi-Fi cameras. You can look at our website or Amazon to see the cameras listed there. There is not an entire system you would get.\nCustomer: So each camera would be a different \"system\"\nHuman Agent: Each camera connects to the Wi-Fi network and app individually."]
["Customer: Where my order\nCustomer: -1\nCustomer: Where's my order\nCustomer: -1\nCustomer: Life support\nHuman Agent: Hi my name is Wendy.  What is your Zmodo.com order number?\nCustomer: 2NU723915J544711A\nCustomer: That's a PayPal confirmation number since I haven't gotten anything from you for order confirmation or tracking\nHuman Agent: I can't look up the order by the paypal number.  Could you provide the name/shipping address on the ordr?\nCustomer: David glickman \nCustomer: 357 Blue Court, Marietta Ga, 30060\nHuman Agent: okay one moment I will see if I can find it\nHuman Agent: When was the order placed? what was the date?\nHuman Agent: I think I found it.  I will send the order info to the email on file.\nHuman Agent: Just sent the email. Please check for my message."]
["Customer: whats the diffence between the black and white outdoor cams\nCustomer: difference betwwen outdoor models of cams\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Generally the difference is minimal if there is any real difference beyond color, but you may check specifications on each product page of our website for further details."]
["Customer: checkout screen not coming up on screen\nCustomer: agent\nHuman Agent: Are you trying to purchase cameras at zmodo.com? Or are you trying to subscribe cameras?\nCustomer: purchase cameras at zmodo.com\nHuman Agent: Are you at the cart with the cameras? Or are they not being added to your cart?\nCustomer: waiting for the checkout screen to appear\nHuman Agent: Okay, I understand. What screen are you getting to in the store? Are you able to get the cameras in to the cart?\nCustomer: yes\nHuman Agent: Okay, and what do you see in the cart? What do you see on your screen where you are getting stuck?\nCustomer: the screen goes blank when I click the checkout button\nHuman Agent: You may want to try using another browser or another phone, tablet, or computer.\nHuman Agent: Which devices are you trying to purchase?\nCustomer: I tried two different Chromebooks and a iphone, same results.\nHuman Agent: You may want to try using your cellular data on your phone instead of your Wi-Fi. I have not been able to replicate the issue and am able to get to the Checkout page.\nCustomer: ok I will try using the cellular data\nCustomer: not working"]
["Customer: Troubleshooting\nCustomer: Where is wifi password located\nCustomer: Where is it located on the spp\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  It looks like your having some trouble with there setup, are you trying to set up a new camera or reconnect a device that was online/setup in the past?"]
["Customer: Troubleshooting\nCustomer: I need help with sharing a link to the camera \nHuman Agent: Hi my name is Wendy\nHuman Agent: Are you wanting to share a camera with someone else?"]
["Customer: New cameras want play on NVR.  It’s just a black screen. \nCustomer: You can. \nCustomer: I can watch the camera live, but not play back on NVR for older footage. \nCustomer: -1\nCustomer: Can you check to see if my new cameras are compatible with my NVR?  \nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Live help\nCustomer: 1\nCustomer: Need help figuring this out. \nCustomer: I bought new cameras and the will not playback on my NVR.  \nHuman Agent: Driveway and driveway 2 are not compatible with the NVR and you wouldn't not be able to see the playback\nCustomer: Ok.  No update can fix that?  \nHuman Agent: No\nCustomer: Ok. Thanks. \nHuman Agent: You're welcome, is there anything else we can help with today?"]
["Customer: How do I get my device back online\nCustomer: 1\nHuman Agent: Hi my name is Wendy.  Are the indicator lights on the cameras blinking green right now?"]
["Customer: Since new update I had tons of problems. How do I reconnect a zmodo camera that is solid blue and won't connect to wifi\nCustomer: -1\nCustomer: All my devices are connected except for one. But it's solid blue light, need to reconnect?\nCustomer: -1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device, can you send me the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid."]
["Customer: System Ja not working\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I see your devices are all offline, is that what you mean?\nCustomer: I want to cancel \nHuman Agent: There do not seem to be any active subscriptions tied to this account with the last renewal having occurred in 2023. Did you have another account with an active subscription?\nCustomer: They are on line but not working\nHuman Agent: Your devices are not online. Would you like help setting them back up?\nCustomer: I thought I renewed, but that’s ok, I really don’t need it anymore, so if it has been offline for that time,, I really do not need them\nHuman Agent: Okay, if you would like any help setting them up in the future, feel free to let me know."]
["Customer: Still having the same issue \nCustomer: -1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How can I assist you today"]
["Customer: Set up\nCustomer: Can I have somebody call me? I was supposed to have a call back the other day and I missed it. I’ve an older zoom Moto camera and for some reason I lost all my cameras and it’s not connecting.\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Is there a reason why my camera doesn't record sound?\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  Your cameras do not have a microphone or speaker so they do not record audio due to that."]
["Customer: Troubleshooting\nCustomer: I can’t see any videos\nHuman Agent: Hi my name is Wendy.  Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.\nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Problema con señal\nCustomer: Si\nCustomer: Se queda leyendo\nCustomer: Se queda leyendo\nCustomer: La camaraaa\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?"]
["Customer: My camera domt work\nHuman Agent: Hi my name is Wendy.  I see 4 cameras connected to this email.  All 4 show offline.  Did you get a new router? or update your wifi name or wifi password?"]
["Customer: Set up\nCustomer: I'm not seeing the network ZMD_SAP\nCustomer: How do I know if my camera is broadcasting\n\nCustomer: Well it's not\nHuman Agent: Hi my name is Wendy.  Camera named livingroom shows offline.  Is this the camera you are needing help with?"]
["Customer: Set up\nCustomer: My camera is saying it is already hooked up to another account, but this is the account\nCustomer: Contact support\nCustomer: I’m using the account that I’ve always use\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: The events section keeps on not apoearing\nCustomer: There are no events despite there being events\nCustomer: -1\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. If you go under the events section on the app, do you have any motion events listed there at all?"]
["Customer: No se quiere escanear el código qr\n\nHuman Agent: Hola, has contactado con atención al cliente. Mi nombre es Grant. ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debería comenzar con ZMD y debería estar en una pegatina blanca en la cámara o en el soporte, normalmente debajo de un código de barras."]
["Customer: Troubleshooting\nCustomer: How do I check and make sure I’m connected to the right Wi-Fi\nCustomer: I can’t find Wi-Fi settings in any thing that I am clicking on\nCustomer: I don’t need it for my phone. I need to check it on the camera to make sure the camera is connected. Not my phone connection.\nHuman Agent: Hello, my name is Grant. The app does not show the Wi-Fi network that a camera is connected to. You can check the router settings to see the list of connected devices."]
["Customer: agent\nCustomer: My zmodo app is saying that my 7 day cloud service expires on 12/31/25.  But the cloud Subscricption is listed as expired 1/10/25.  I paid for 2025\nCustomer: two conflicting dates-  and the cameras on my android are not enabled on the cloud subcscription\nCustomer: I sent an email and i just spoke with an agent but the android app on our phones is not reflecting that we have paid for our 7-day cloud for the next year 2025-  and we are not seeing that service in effect on our android phones.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I was able to look up your account and it looks like you had subscriptions going through two different processors in the past, You had some through us directly then some that went through google for the processor. The subscirption through us last renewed on 12/31/2024 and were stilla ctive, I am able to cancel them now so they do not renew in the future for you it will jsut take me a minute to do so \nHuman Agent: actually, it looks like the susbcriptions are all already canceled? were you meaning to cancel all the susbcirptions?"]
["Customer: Quiero eliminar todo\nCustomer: Quiero resetiar\nCustomer: Quiero eliminar la cuenta\nCustomer: En la plataforma\nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon. Si desea eliminar la cuenta, deberá completar un formulario de eliminación de cuenta por correo electrónico y enviárnoslo allí. ¿Quieres que te lo envíe?"]
["Customer: Can the Flashback playback speed be slowed down?  That would be the perfect feature.\nCustomer: Okay, so how do I contact the developers?\nCustomer: Okay, so how do I contact a support agent?\nCustomer: -1\nCustomer: Yeah, I want specific information and not a generalized answer.  You didn’t help one bit.  What a joke!\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Flashback speed cannot be slowed down, if you download the flashback you can do what you would like with the video and could find applications to slow it down however that it beyond our scope to recommend particular applications to do that for you. \nHuman Agent: In the future, if you say Agent or Representative in the chat it will direct you to a live agent faster if its during our working hours."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Español\nCustomer: Agente\nCustomer: Hola\nHuman Agent: ¿Cómo puedo ayudarte?"]
["Customer: Set up\nCustomer: I'm scanning the QR code with the camera and is not going to the next step what do I do\nCustomer: Is there a number I can call\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: I just need help connecting my cameras I'm trying to scan my QR code and is not working no matter how I put it \nCustomer: It turns flashing blue and that's it doesn't connect \nHuman Agent: Okay can you send me a screenshot of the qr code for me to review perhaps the camera can not see the code clearly or its generating wrong."]
["Customer: Trying to reset a camrea\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you trying to set Ann1 back up? If so, is it currently blinking green?"]
["Customer: is there a phone number i can call to talk to someone  thanks\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: agent yes thank you\nHuman Agent: Okay, I sent the call scheduler into the chat for you here, let me know if you have trouble submitting it at all. \nCustomer: thank you\nHuman Agent: Your welcome, Have a great Day"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: I can't see mobile mac\nCustomer: Yeah why isn't connected to my wifi\nCustomer: No\nCustomer: The single camera on app isn't showing up\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: ZMD19H8IK500162 mobile Mac shows offline.  What color is the indicator light on the camera? and is the light blinking or solid?"]
["Customer: Troubleshooting\nHuman Agent: Hi my name is Wendy\nHuman Agent: front yard 2 & poseyvanessa@gmail.c\tshow offline.  Are these the 2 cameras you are needing help with?"]
["Customer: Troubleshooting\nCustomer: I have a new router and now it wont work\nCustomer: Reset camera \nHuman Agent: Hi my name is Wendy.  Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Reset camera zp-ibh23w\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to reset? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: agent\nCustomer: Hi\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you?"]
["Customer: Troubleshooting\nCustomer: reset camera?\nCustomer: how do I reconnect camera?\nCustomer: can you tell me step by step how to reconnect cameras \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Customer service \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?"]
["Customer: its solid blue but wont connect \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: hi\nCustomer: hello, I have a problem with unlinking a camera from an account.\nHuman Agent: Hi my name is Wendy.  What is the ID on the camera you are needing help with?\nCustomer: I have tried a thousand times and it does not delete it, so I have not been able to link the camera to another account.\nHuman Agent: the ID will be listed on a sticker on the camera, it will start with ZMD or GSG\nHuman Agent: What is the ID on the camera you are needing help with? the ID will be listed on a sticker on the camera, it will start with ZMD or GSG"]
["Customer: Troubleshooting\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Please let me know what you are needing help with"]
["Customer: how can i reset my cameras to a new wifi\nCustomer: how do i do that?\nCustomer: how to reset camera to new wifi\nCustomer: what is the setup process\nCustomer: Set up\nCustomer: how to setup new wifi on cameras\nHuman Agent: Hi my name is Wendy.  All 4 cameras can use QR code setup\nHuman Agent: What color are the indicator lights on the cameras? and are the lights blinking or solid?  The red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid."]
["Customer: Troubleshooting\nCustomer: I have a camera used less than 5 months that is not connecting \nCustomer: -1\nCustomer: Camera not connecting \nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Agent \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: -1\nCustomer: https://14-alarm-mop.meshare.com/storage/get_file?token=1f434826e5fc9f3fe9f493ee6cd4c1fb&url=D/static_file/4606b08830_1_20250110091436.jpg\nCustomer: I keep saying the same thing need help setting up my cameras. How many times do I gotta keep saying it?\nCustomer: Flashing green light\nCustomer: Can you troubleshoot it?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. You are talking to a chatbot, its not going to know what setup unless you tell it what setup to give you info for\n\nCustomer: Well, then, how about somebody call me\nHuman Agent: I myself am a real rep though so it will take me jsut a minute to look at what setup the camera uses for you and I can send you the directions.\nCustomer: Ok\nHuman Agent: Here are the setups the setup steps for the QR code setup, QR Code Set Up\n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification. \n\nif you try it and the camera doesn't react at all take a screenshot and send me the code to review and send the cameras Model as well from the cameras sticker. \nCustomer: D/static_file/87d4a16c1b_1_20250110094726.jpg\nCustomer: I did that so can you troubleshoot it?\nHuman Agent: Okay If the QR setup failed then its possible that since this cameras not been setup that its on an older firmware which would mean itt uses Zink setup instead then its showing for me for the QR setup, there's a test I can have you do to see get close the camera with your phone then go into your phones wifi settings, if you see the ZMD_SAP network then that means the camera uses the Zink setup instead. If you dont see it then it then let me know either way what you see.,\nCustomer: It’s saying I’m able to join\nCustomer: So can you troubleshoot it?\nHuman Agent: Okay then its the Zink setup, here are the directions for that setup for you to try. Let me know if you have any trouble with that setup. \n\n1.Check Network Compatibility:\n\nEnsure that the W-iFi network you want to connect the camera/s to, is operating on the 2.4GHz frequency.\n\n\n\n2.Access Zink Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the Zink option.\n\n\n\n3.Initiate Installation:\n\nEnter the number of devices you are trying to set up, tap on the check mark or next.\n\n\n\n4.Connecting to the ZMD_SAP\n\nTap on \"Tap Here to begin set up\" follow the onscreen instructions. The phone may warn you this network has no internet.\n\n\n\n5.Wi-Fi Password Entry:\n\nThe app will prompt you to select or enter your Wi-Fi name (SSID) and enter the Wi-Fi password. Remember the Wi-Fi and password are case sensitive.\n\n\n\n6.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nCustomer: Twan4\nHuman Agent: Im unsure what you mean we are troubleshooting right now are we not?\nHuman Agent: The camera is offline and im telling you the setup to get it back online that you have to go through to do that.\nCustomer: Ok\nHuman Agent: Okay\nCustomer: I did what you asked me to do and it’s still not working\nCustomer: Could you just call me and talk me through it?\nHuman Agent: Okay, if that did not cause a reaction the next thing to try is to remove the HDD and see if the unit starts working, in rare cases when the HDD (hard drive) is bad it can take all the power from the unit and not let it function properly.  To try unplugging the harddrive you would unscrew the screws on the bottom and possibly the back too if it does not release, inside you will see a silver cartridge and would unplug any plugs going to that cartridge or manually take it out if it only slides in(thats the HDD your unplugging) When doing all this unplug the whole unit from power to prevent an accidental injury via shock. Then after that while the HDD is unplugged you would plug the NVR back into power and see if it boots up as normal \nCustomer: I don’t have a hard drive. I’m using my Wi-Fi."]
["Customer: Troubleshooting\nCustomer: 2 Cameras dropped offline in my home group...  I can view them using the app but can't get them back into the home group...\n\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Let me know if the process worked."]
["Customer: Mis cámaras no puedo add yo my phone\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hola, te has comunicado con atención al cliente. Te habla Marcela. ¿Podrías darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras."]
["Customer: Set up\nCustomer: I’m plugging in my 2 cameras for the first time in 2 years. Want to start using them agsin\nCustomer: I don’t remember how I initially set them up \nCustomer: I do remember I needed help over the phone\nCustomer: Agent \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device IDs of the cameras you are trying to set up? The ID starts with ZMD and it can usually be found on a sticker the bracket or camera under a barcode."]
["Human Agent: How can I assist you?\nCustomer: I need to know\nCustomer: what size screw is that goes into the indoor camera for the bracket\nHuman Agent: Could I have the Model or Device ID of the camera?\nCustomer: zmd00I311004611\nCustomer: its a camera in my garage\nHuman Agent: Unfortunately, we do not have that information. Your best bet would be to take it to a hardware store to test it any see.\nCustomer: look it up by my account\nCustomer: Jax8025@live.com\nHuman Agent: I did. I see the camera. What I am saying, is that we do not have that information, so your best bet would be taking it to a hardware store to test the size to find a screw that works.\nCustomer: I also need to update my email address as well\nCustomer: the Jax8025@live.com is no longer a good email address\nHuman Agent: You cannot change the email address on an account. If you want to use a different email address, then you would delete the cameras from the account, create a new account, and connect the cameras to the new account.\nCustomer: you guys dont make it easy for nothing\nHuman Agent: I want to let you know that the Live Chat support will close in 10 minutes. If we run out of time, then I can help you schedule a callback appointment. We do our callbacks by appointment Mon-Fri 9AM-12PM and 1PM-5PM CST. I would need an appointment time, your phone number, your name, and email address if you would like to make an appointment.\nCustomer: here is some feedback. Update your system software so it can do changes like that\nCustomer: also i want to put in a complaint against kylie H. They didnt help me and never responded when I was connected to them\nHuman Agent: Alright, I have passed that along to my supervisor.\nHuman Agent: As we will be closing shortly, if you want to schedule a callback appointment, then I will need an appointment time, your phone number, your name, and email address if you would like to make an appointment."]
["Customer: we\nHuman Agent: wwwwwwww\nHuman Agent: ewwe"]
["Customer: Add device qr not working\nCustomer: -1\nCustomer: Will not read the qr to add device\nCustomer: Customer service phone\nCustomer: AGENT\nCustomer: Ty\nCustomer: ?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Sorry for the delay, Is this a new camera or one thatw as previosuly setup?\nCustomer: It was connected to my old wifi\nCustomer: Yes\nHuman Agent: I apologize it did not show you had messaged for me, when you look at the lights form the camera are they solid or flashing and what is the color?\nCustomer: Solid green\nCustomer: It ok\nCustomer: One is solid one is blinking\nHuman Agent: Okay, if one camera is solid that means it is online typically, did you remove this camera from the account when you tried to reconnect it at all?\nCustomer: I don’t think so. Should I delete the old \nHuman Agent: No you dont ahve to delete it its jsut a mistake some people make when they do setup that is not needed for the setup.\nCustomer: Yes\nCustomer: It’s been cleaned up\nHuman Agent: Is the camera currently tied to this accoutn your contacting from? When I look up the account it does not show any devices are tied to it.\nCustomer: I wonder if when I was adding cameras I signed up with another email\nHuman Agent: Perhaps, I can try to look up the cameras individually to see if theya re bound to anotehr account for you, to do that6 I would need the cameras ID numeber, the ID will be on the cameras sticker and start with ZMD. You cna type it manually and send it in the chat or a picture of the sticker is also perfectly fine.\nCustomer: Got it\nCustomer: ZMD24h3H6000373\nCustomer: That’s the blinking one\nCustomer: Ues\nHuman Agent: Okay that camera right now is not bound to any account so I dont think you have another one. However with that info I also can see that on my end that the camera is offline. This means that its connecting to something (a network) but not getting any internet) Do you perhaps have  an old router or any wifi extenders it would be connecting to?\nCustomer: No\nHuman Agent: Okay, When you did the setup before with the cameras was this solid blue camera already solid blue or did you notice it only turned blue after you tired the setup?\nCustomer: As soon as I plugged it in it’s been blinking green\nHuman Agent: oh? you said it was solid blue though right?\nCustomer: Ok I just unplugged it and lugged it back in. It started solid green then began blinking\nHuman Agent: Okay well thats good news! we can go through the setup with it now that its not solid blue.\nCustomer: Ok\nHuman Agent: Can you go through the setup again with it and elt me know if it reacts at all, If it does not please let me know how it reacts with the lights, (flashes blue at all, only flasshes green whole time ect)\nCustomer: Ok\nCustomer: Same thing will not add device because it’s not reading QR\nHuman Agent: Okay can you send me a screenshot of the QR code for me to review and did the lights react at all?\nCustomer: Yes they went solid went it was time to add device\nCustomer: Everytime I try and send a pic it does not go thru\nHuman Agent: Solid blue or solid green?\nCustomer: Green\nCustomer: Now mothing\nCustomer: No lights\nCustomer: The cord just came out\nHuman Agent: Okay, Thats not a good sign. Cameras should only turn solid green when booting up so this camera may not be coming onlne do to a power issue potentially. \nCustomer: I’m rebooting\nCustomer: The green light is blinking\nCustomer: It will not let me upload picture\nHuman Agent: That might be the culpret for the solid green, maybe it was not plugged in all the way, After it reboots to test it watch the lights for a minute, if it only flashes green the whole time try the setupa gain, if at all it turns solid green again try swapping this cameras cord with another cord and try these same tests again. \nCustomer: It’s blinking green\nCustomer: But will not read qr\nCustomer: Yes\nHuman Agent: Okay, if its only blinking green that means the camera is not seeing the code at all\nHuman Agent: can you Try emailing me a screenshot of the code since you are unable to send it through chat?\nCustomer: I can try\nHuman Agent: The email is Support@zmodo.com\nHuman Agent: Perfect let me know once you have sent that and I can take a look to make sure nothign with the code itself would be preventing the camera from seeing it properly. \nCustomer: Sent\nCustomer: Yes\nHuman Agent: I do not see the email on my end at all. are you perhaps able tot ry resending it conencted to data?\nCustomer: I’ll do it agsin\nCustomer: Sent\nHuman Agent: I recieved the email but it looks like you onyl send pictures of the camera itself instead of a screenshot of the QR code are you perhaps able to try sending that again? you can hit reply on the same email that you last sent to resend if that helps you at all.\nCustomer: Ok\nCustomer: Sent\nCustomer: ?\nCustomer: Helloo"]
["Customer: Nvr has a red light and can’t get into it anymore \nCustomer: -1\nCustomer: Nvr has a red light after it is reset \n\nCustomer: Customer support \n\nCustomer: Agent \nCustomer: D/static_file/d5cf9e5e37_1_20250115155503.jpg\nCustomer: Reset and is green but then goes red and can’t access recordings. \nCustomer: D/static_file/4c5c158185_1_20250115155552.jpg\nCustomer: Hello \nHuman Agent: Hello, you've reached customer care, my name is Kylie. When you are trying to acess the recording are you using the app only or are you plugging a monitor or a mous into the NVR at all for local use?\nCustomer: Using the app\nCustomer: The using is red and not blue like it is normally \nHuman Agent: Okay if you try to use the app with an NVR and the NVR is not connected to a network with an ethernet cord you wont be able to acess the playback. In the photo you sent I can see that was not, can you try plugging it into the rotuer with an ethernet cord so it gets internet properly then try to do the playabck from the app again?\nHuman Agent: Also cameras will not communicate with an NVR for the same reasons, without the connection to the router the NVR cant communicate with any of the cameras if the cameras are online themselves. If you plug in the NVR and do not see any footage its possible that if it was like this and not plugged into the router for long enough (30 days) it overwrote the footage."]
["Customer: Agent \nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Agent"]
["Customer: Manuel reset\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is the caemera you are trying to reset currently online or offline?"]
["Customer: Set up\nCustomer: My cameras got disconnected from WiFi how do I reconnect them to WiFi \n\n\nHuman Agent: Hi my name is Wendy.\n\nPlease provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Change routers and now they won’t connect \nCustomer: I’ve done that and can’t get them to read the qr\nCustomer: Blue and green flash I’ve got 5 cameras that won’t link back up that worked fine I got one to link to new router but I can’t get the others to\nCustomer: Did u not read what I sent \nCustomer: Read what I sent and u will know I’m sick of repeating this or send me a number to talk to a person who knows how to fix this\nCustomer: Can u send me a number to call or can u call me\nHuman Agent: Hello, you've reached customer care, my name is Kylie. we don't have an inbound phone number only outbound calling, I will send you the call scheduler for you to fill out for a callback \nHuman Agent: sent it now into the chat, let me know if you have trouble submitting or not."]
["Customer: Como activar mis cámaras con wit nuevo\nCustomer: Si requiero ayuda \nCustomer: Si\nCustomer: Puse nuevo wu fi de otra compañía y no puedo conectar \nHuman Agent: Hi my name is Wendy.  Proporcione el ID del dispositivo de las cámaras con las que necesita ayuda. Verifique la etiqueta en el dispositivo, que podría comenzar con ZMD o GSG.\nCustomer: Como puedo ablar con un asistente \nCustomer: Numero de telefono \nHuman Agent: No tenemos agentes de soporte telefónico en español en este momento, pero si está dispuesto a hablar con alguien que hable inglés, puede programar una devolución de llamada.\nHuman Agent: Toque la invitación para programar una devolución de llamada"]
["Customer: Agebt\nCustomer: Agebt\nCustomer: Agent\nHuman Agent: How can I assist you?"]
["Customer: Troubleshooting\nCustomer: I have three Zmodo cameras and have had to move. I’m 83 and handicapped and have no idea how to get them operating ag\nHuman Agent: Hi my name is Wendy.  Basement camera shows offline.  Is this the camera you are needing help setup?"]
["Customer: I need help can someone ok phone me?!\nCustomer: -1\nCustomer: I need a live agent\nCustomer: Agent \nHuman Agent: You can tap on Schedule Call if you would like to make a callback appointment."]
["Customer: Set up\nCustomer: Trying to reset my cameras because I have a new Internet service\nCustomer: I deleted them off of my link already, so how do I reconnect them?\nCustomer: The cameras are still blinking blue so do I have to wait for it to turn green\nCustomer: Me further assistant, they are not connecting\nCustomer: Need further assistance\nCustomer: Agent\nCustomer: Kk\nCustomer: Are you ready to assist me?\nCustomer: 1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera you are trying to setup or one that was used in the past? can you send me the cameras Model and ID number as well I will lookup info on it. the ID will start with ZMD or GSG on the sticker not the fccid. \n\nCustomer: Cameras I used in the past I just reconnected to a new Internet service so I’m trying to reconnect my cameras. I had deleted the cameras off, not knowing that I didn’t have to do that to reset it so now I’m trying I’m stuck trying to reset them up.\nCustomer: D/static_file/7ec5501ba9_1_20250311171530.jpg\nCustomer: D/static_file/81e74aca5c_1_20250311171557.jpg\nCustomer: D/static_file/f9bb5f2012_1_20250311171612.jpg\nHuman Agent: Okay One moment while I review the photos you sent.\nHuman Agent: These camers are not one of ours or our partners devices.\nCustomer: D/static_file/0721e84742_1_20250311172007.jpg\nHuman Agent: We do not support these third party devices on our app.\nCustomer: Okay that’s all 4 other them\nHuman Agent: Did you see my messages above?\nCustomer: Wow so who do I contact?\nHuman Agent: I am unsure, this is a third party device and not one of ours, I would advise you try looking up the device to see if they have support."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Hey I was giving some cameras and the person said they removed them but I still can’t add them to my account\nCustomer: It was on someone else subscription \nCustomer: The person said they canceled theirs \nHuman Agent: Hi my name is Wendy.  Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: What's it mean when my camera I'm trying to add light is flashing blue\nCustomer: What's it mean when it's flashing green \nCustomer: I can't get my camera to add\nCustomer: I've tried all that \nCustomer: I can't get the camera to read the QR code \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you send me a screenshot of the QR code for me to review.\nCustomer: D/static_file/3dead20edc_1_20250107163613.png\nCustomer: The camera is flashing green then it'll flash blue then back to green \nCustomer: Hello \nHuman Agent: Okay, there are two issues with the QR code, 1 is you currently have dark mode on, that makes it almost impossible for the camera to read the QR code so switch that in the display settings to Light mode. and 2 the wifi name is showing as Unknown_SSID, this means the app cant see what wifi your connected to to populate the wifi name, you would want to check to make sure the phoens location is on and the permissions for the app are also allowed for location so it can populate the wifi name correctly. After that go through the QR setup again and make sure it shows the correct wifi name before you generate the new code then try the setup again, if it fails again send me a screenshot of the QR code again for me to review."]
["Customer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: How do I fix my camera if the video up side down\nCustomer: I don't see that \nCustomer: My system is the old system and I still need help with the same thing how do I fix my camera if the video is upside down\nCustomer: I don't see that and my system is an older system it's not the new system where's wireless mine's all wired so I'm guessing it's not the same f****** AI\nCustomer: I am \nCustomer: Are you AI are you an actual person\nCustomer: Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. In the future just say Agent and Mira will transfer you to a live agent if its during our working hours.\nHuman Agent: Are you viewing the camera from the mobile app, from a monitor connected to an NVR or DVR, or from the web app?"]
["Customer: Set up\nCustomer: My camera want connect \nCustomer: I would like to speak with tech \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I can't see anything \nCustomer: ZMD12CT16000260\nHuman Agent: That looks like the Device ID for the NVR system. What about the camera that you are trying to setup?\nCustomer: Fccidzk8bf523nm\nHuman Agent: Is there a barcode on that sticker on the camera? Or is there another sticker on the camera or on the stand of the camera?\nCustomer: 713 825 0035\nHuman Agent: Could you unplug the camera, plug it back in, and tell me what light you see on the camera?\nHuman Agent: If you want a callback, then you can tap on Schedule Call to make a callback appointment.\nHuman Agent: If you want a callback, then you can tap on Schedule Call to make a callback appointment.\nCustomer: Schedule Call\nHuman Agent: You will tap on Schedule Call where you see it above my previous message."]
["Customer: How do I check to see what WiFi I am connected to \nHuman Agent: Hello, you've reached customer care, my name is Kylie, there is not really a way tot ell what Wi-Fi is connected for a camera other then checking the device list on the router itself"]
["Customer: Do you guys still sell doorbell cameras \nCustomer: Do you sell doorbell cameras \nCustomer: -1\nCustomer: -1\nHuman Agent: Hi my name is Wendy.  We used to have doorbells but we are out of stock and do not have an estimated restocking date for doorbell cameras at this time.\nHuman Agent: We have a variety of indoor and outdoor wifi cameras on Zmodo.com though"]
["Customer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?\nCustomer: Hi Grant, I  need the IP address of My zmodo pivot camera in order to livestream to YouTube \nHuman Agent: You would want to look at your router settings for the IP Address.\nCustomer: How might it appear in my router \nHuman Agent: Your router settings should display all of the devices connected to your router. It will show the IP Address of each device.\nHuman Agent: I want to make you aware that the footage from the cameras is encrypted. So you may not be able to stream the footage through a third party app or device without using the Zmodo app."]
["Customer: Cameras are not working \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you referring to your offline cameras? Are they currently blinking green?\nCustomer: Cameras are all plugged in properly\nCustomer: Set up\nCustomer: Camera not connected to internet\nHuman Agent: Are you referring to your offline cameras? Are they currently blinking green?"]
["Customer: Hi my name is Susan. I'm trying to add 2 more devices.  It asked if a blue light is on.  It's green\nCustomer: It is blinking \nCustomer: I do need help \nCustomer: Set up the cameras \nCustomer: If I back out I'll lose the chat . I screen shot the instructions.  Wow AI smh \nCustomer: Agent for help \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: You mean the model number \nHuman Agent: No, I mean the Device ID. The cameras will all have a unique Device ID.\nCustomer: ZMD19H318D38295\nCustomer: That's one of them \nHuman Agent: Thank you. Is the light flashing green on the camera?\nCustomer: Yes\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I don't know why we have to go through all of this whatever happened to speaking to a live person \nCustomer: Customer service smh \nHuman Agent: I am a live person. You would need to do the QR Code setup in order to connect your camera to your Wi-Fi network.\nCustomer: Lol cute .I mean pick up the phone and call or receive a call \nHuman Agent: You can tap on Schedule Call if you would like to make a callback appointment to have someone walk you through the setup process.\nCustomer: Yes but I'm working during those hours.  \nCustomer: I think the last time slot was at 4 or 5pm\nCustomer: 5 pm is good for tomorrow \nCustomer: Or a call back now \nHuman Agent: You can tap on Schedule Call to make a callback appointment if you would like one.\nCustomer: I just explained that the time doesn't work \nHuman Agent: Those are the times that we have available. We do out callbacks Mon-Fri 9AM-12PM and 1PM-5PM CST.\nCustomer: 5pm would work \nHuman Agent: It is 4-5 PM. The timeslots are hour blocks.\nHuman Agent: All of the times that we have available are in the callback appointment form.\nCustomer: I just attempted to put me info in and it wouldn't allow me to move forward \nCustomer: I'll try again real quick \nHuman Agent: If you have any dashes or spaces in your phone number, then you will want to remove those. Just the numbers.\nCustomer: Ok I'll try that \nCustomer: Ok done. Thanks Grant \nHuman Agent: You're welcome.\nCustomer: Good night \nHuman Agent: Have a good evening."]
["Customer: I am wondering will my zmodo cameras work with T-Mobile 5g home internet?\nCustomer: agent\nHuman Agent: Any home or small office router should be capable of making both the 2.4 GHz and 5 GHz Wi-Fi bands. The 5G that is listed in your T-Mobile internet is the 5G cell service, which is how the router connects to the internet. That 5G is different from the 5 GHz and 2.4 GHz Wi-Fi bands."]
["Customer: Dear sir \nCan be restore all video and photo from 2022 till 2023  thanks \nCustomer: Welcome \nCustomer: Nov I didn’t use cloud it’s free. I think I’m not sure. Could you check?\nHuman Agent: Hello, you've reached customer care, my name is Kylie, we do not have the ability to give you the video you are requesting, cameras without a subscription take short clips that overwrite after 8 hours to make room for more video, Once that occurs there's no video anymore."]
["Customer: I need to speak to someone about my account.  Want to change certain information.  Please!!!!!!! Been having a hard time to speak to someone!!!\nCustomer: “Agent”.\nCustomer: “Agent”\nCustomer: Still here .\nCustomer: Good morning.  Need to change some information on my account.\nCustomer: Is there any one that I can talk to directly instead of texting.  I feel I can explain my problem better. 🤷‍♀️\nCustomer: “Agent”\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We have live support at 9AM central time until 6PM central time, I am a live agent how can I assist you today?"]
["Customer: Trying to update payment using Google \nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Here is a link with info on how to update your Google payment method:  https://support.google.com/googleplay/answer/4646404?hl=en&co=GENIE.Platform%3DAndroid"]
["Customer: Why is not working my cámara \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: My old legacy cameras are not connecting to the new router and network.  I've tried everything on your support page, except disconnecting all the cameras from power: some are hard to reach.\nCustomer: 1\nHuman Agent: Hi my name is Wendy.  Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: I tried to update my app, but when I open the app and try to update, it just sends me back to the beginning. What do I need to do to update?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. To be clear you're trying to update the app itself? If so, you would do that from the app store that you downloaded it from typically."]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.  Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with."]
["Customer: How do I reset the camera\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Unless the camera is already connected to a network and online, it generally would not be necessary to reset them. Are you trying to set up a particular camera? If so, what is the ID of the camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Mira, I need a person on the phone please. I have been trying to deal with my account issues for weeks.\nCustomer: agent\nCustomer: can I please talk with a person?\nHuman Agent: How can I assist you with your account?\nCustomer: I need to speak with someone please. I have been through the chat several times. I need a person please.\nHuman Agent: I am a person. My name is Grant, you have been connected with a Customer Care Agent. How can I assist you?\nCustomer: on the phone please\nHuman Agent: If you want to schedule a callback appointment, then you can tap on Schedule Call.\nCustomer: I spoke with someone several weeks ago and we solved a problem. No problems have been solved recently, not that people haven't been trying or helpful.\nCustomer: Where would I find this Schedule Call?\nHuman Agent: In the chat window above my previous message.\nCustomer: Thank you!\nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Can you call me need help with cameras\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: I just sent you a callback invite to schedule a callback\nCustomer: What do it mean device offline \nHuman Agent: Device offline means the camera is not connected to your network\nHuman Agent: You would need to set the cameras up again to get them online"]
["Customer: I need to delete my device off of another account but I don’t have access to that account \nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\n\nHuman Agent: ZMD19A4IH519809 shows online -its connected to a different email ro----@gmail.com\nHuman Agent: Can you login to the app with this other email?"]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Troubleshooting\nCustomer: Can’t do\nCustomer: Agent \nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you?"]
["Customer: Agent\nHuman Agent: Hi my name is Wendy.  Are you needing help setting up your cameras again?  the 4 cameras connected to this email show offline"]
["Customer: Soporte \nCustomer: Agente\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: I need help on my cloud on the plan that I just bought on December 22 of 2024 please let me know how to set up this plan cause I got the camera, but it gave me other choices than to login into my cloud plan that I order online. Give me a call or tell me what to do so I can enable my cloud with the original plan that I purchase from the Internet \nCustomer: I need a live customer care agent. Please give me your phone so I can call you direct,  thank you.\nHuman Agent: There is not a phone number that you can call in to. You can tap on Schedule Call to make a callback appointment."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: customer support\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you?"]
["Customer: I cannot see the cameras?\nHuman Agent: Hi my name is Wendy.  What are the device IDs on the cameras you cannot see?  The device ID will be listed on a sticker on each camera and start with ZMD"]
["Customer: Hi, I recently bought one more camera it’s on Zmodo app. Please help me to combine all together in one meShare app\nCustomer: My son was helping me to install but they didn’t allow him \nCustomer: I want all cameras in one app instead \nCustomer: I have been using 2 different app now.\nI want to use only one app instead \nCustomer: I’m old no good with technology. My son lives in Texas. I need help \nCustomer: I want all my cameras in one app meShare.\nMy other camera is Zmodo\nCustomer: Yes Zmodo camera is compatible with meShare. You guys were helping me before \nHuman Agent: Hi my name is Wendy.  You can login to both the meShare app and the Zmodo app with the same username and password.\nHuman Agent: Are you meaning you have two accounts?   I see cameras connected to your phone number account 7146157362.  Do you have another account under a different phone number or email?  What is the phone number or email of the other account?\nCustomer: I told you they won’t let my son do it, that’s why someone has helped me before\nHuman Agent: Are you meaning you have two accounts?   I see cameras connected to your phone number account 7146157362.  Do you have another account under a different phone number or email?  What is the phone number or email of the other account?\nCustomer: One account \nHuman Agent: I see 4 cameras connected to your phone number 7146157362.\n\nCameras named front yard, back yard, 1, & 2.\nHuman Agent: Are these all of your cameras?\nCustomer: Yes \nHuman Agent: okay great!  You can login to the Zmodo app or the meShare app with your phone number to see all 4 cameras\nCustomer: I don’t know how, can you help me \nHuman Agent: On the app login screen you would enter your phone number and password to login\nCustomer: I don’t remember password \nHuman Agent: If you don't remember your password you can reset it.  On the app login screen tap on \"forgot password\" to reset it.\nCustomer: Is there someone else can help me ?\nI’m don’t know how \nHuman Agent: I just sent you a callback invite to schedule a callback so a phone agent can talk you through the process.\nCustomer: Last time agent helped me without call me only took him 5 minutes \nHuman Agent: okay\nCustomer: can you connect me with the agent \nHuman Agent: I see you chatted with one of our agents in June.  Is that the last time you chatted with them?\nCustomer: I think so\nHuman Agent: Let me see if they are available one moment\nCustomer: Thanks \nHuman Agent: They are not available right now. \nCustomer: Only take 5 minutes \nHuman Agent: Please let me know in more detail what you are needing help with and I will try to help you. or I can send you another callback invite to schedule a callback.\nCustomer: If you let him know my situation only takes him 5 minutes \nHuman Agent: They are not currently available.  \nCustomer: I’m the customer too\nCustomer: I can wait \nHuman Agent: You are having trouble logging in to the app is that what you are having trouble with?\nCustomer: I just want all my cameras in one meShare app.\nI have been using 2 different app now\nmeShare and Zmodo\nHuman Agent: All 4 cameras are on one account.\nCustomer: Yes\nHuman Agent: If you login to the meShare app with your phone number you will see your 4 cameras\nCustomer: I’m old don’t know how \nHuman Agent: What don't you know how?  Can you explain in more detail what you are having trouble with?\nCustomer: I don’t how to do it\nHuman Agent: Just a moment please\nCustomer: Ok\nHuman Agent: D/static_file/160311a3c2_1_20250115162620.png\nHuman Agent: Here is a picture showing what to press on to login to the meShare app\nHuman Agent: If you are in the US you need to make sure to enter the region as the united states.  When entering your phone number you do not need to include any dashes or spaces\nCustomer: I can’t see anything too small \nHuman Agent: What is your email.  I will email it to you\nCustomer: ivydolls@yahoo.com\nCustomer: I’m in US\nHuman Agent: okay one moment\nHuman Agent: Just emailed you.  It may take a minute or two to receive\nCustomer: I I check email I will loose you right ?\nHuman Agent: no we will stay connected for 7 minutes without activity\nCustomer: will check now\nHuman Agent: ok\nCustomer: I’m not good in this.\nIs agent available now ?\nHuman Agent: no they are not available.  Did you check your email?\nCustomer: Yes\nHuman Agent: okay did you get my email? Follow the pictures to login to the meShare app the same way\nCustomer: Yes. It’s been with you around 30 minutes already. I told you I don’t know how \nHuman Agent: what are you having trouble with?\nHuman Agent: Did you check the pictures I sent you?\nCustomer: Yes\nHuman Agent: okay do you have the meShare app opened?\nCustomer: I don’t want to messing up \nHuman Agent: You are not currently logged in to the meShare app right?  So you would be just logging in to your account.\nCustomer: I don’t want to messing up \nHuman Agent: okay\nHuman Agent: If you would like, I can let the other agent know your email and when they are available they could email you.  Would that work for you?\nCustomer: No the agent can help me right away. \nEmail me I still can’t do it \nHuman Agent: The agent you spoke to previously is not currently available.  You could try back later if you would like.\nCustomer: When are they available ?\nHuman Agent: They are not currently available.  You could try back later if you would like.\nCustomer: When is the best time to cause I’m with you 45 minutes already and still don’t solve the problem yet ?\nHuman Agent: I have tried providing help to you but you have not tried logging in to the app.  You could try around 5:30pm. that may be a good time to try again\nCustomer: 5:30 in Orange County ?\nHuman Agent: 5:30pm CST\nCustomer: So what’s time over here I live in Orange County CA\nHuman Agent: That would be 3:30pm PST for you.\nCustomer: 45 minutes more \nHuman Agent: yes\nCustomer: Ok thanks I tried again \nHuman Agent: okay"]
["Customer: Hi I’m trying to upgrade my 4 devices to platinum it’s not allowing me to \nCustomer: How do I lay last dues\nHuman Agent: Hi my name is Wendy.  One moment let me check your account.\nCustomer: How do I pay what I owe\nHuman Agent: Just a moment please.\nHuman Agent: Your cloud plans are through your Apple account.  You could make sure your payment method is up to date for your Apple subscriptions.\nHuman Agent: https://support.apple.com/en-us/118293\nHuman Agent: All 4 of your cameras show offline.  Are you needing help getting them setup again?"]
["Customer: Hello I was trying to get some help on my camera system. I used to be able to get recordings up too maybe 2 weeks past but now it's just showing there's nothing available for all cameras. \nCustomer: My camera system is not saving past recodings\nCustomer: Should I empty my memory cache.?\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Do you have the NVR connected to a monitor/TV and mouse?"]
["Customer: Because. And a camera works\nCustomer: -1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: Troubleshooting\nCustomer: Set up"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Help\nCustomer: Agent\nCustomer: -1\nCustomer: Kylie - I want to upgrade service.  I tried to schedule an appointment but scheduler is not working.\nHuman Agent: Okay, for the sceudler you must not have any Dashes or add any spaces in the phone number and you have to add the area code. \nCustomer: Ok - thanks\nHuman Agent: No problem, thank you as well.\nCustomer: Waiting for scheduled call."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Hi I have 4 cameras and 2 are not connecting no matter how I try\nCustomer: I am not getting passed the zmd_sap access\nCustomer: yes that is the thing when I connect and go to the app I cant connect \nHuman Agent: Hi my name is Wendy.  Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: Thanks I will try my best to get through"]
["Customer: Troubleshooting\nCustomer: Am still having trouble getting my cameras back on line they are blinking green and blue \nCustomer: What does rest device mean \nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  Are the indicator lights blinking green right now on cameras back yard 4, front door 1, driveway 5, back door 3, girls window 2?"]
["Customer: Not connecting\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you currently trying to reconnect the camera on your account? If so, is it flashing green at the moment?"]
["Customer: Troubleshooting\nCustomer: Reset \nMy cameras\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: How to delete a camera from my account ?\nCustomer: -1\nCustomer: The devices are no longer conected to a network \nCustomer: -1\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you trying to connect a camera or are you trying to delete a camera?"]
["Customer: Trouble setting up camera\n\nCustomer: The camera is not scanning QR code\n\nHuman Agent: Hi my name is Wendy.\nHuman Agent: The camera you are setting up, is it new? or has it been setup before?"]
["Customer: Troubleshooting\nCustomer: I'm trying to update my camera\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: No me dijo nada 80 no me deja dormir 🫨🫨\nCustomer: 1\nCustomer: No se que duele 🇨🇷🇨🇷\nCustomer: 1\nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon, ¿en qué puedo ayudarte?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: New Wi-Fi how do I re connect \n\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: How can I reset a password to the default login \nCustomer: How can I reset a password to the default login \nCustomer: Our system has more than 10 years old\nCustomer: Our system has more than 10 years old\nHuman Agent: Hi my name is Wendy.  Are you wanting to reset the Zmodo app login password? or what password you are you trying to reset?\nHuman Agent: Hi my name is Wendy.  Are you wanting to reset the Zmodo app login password? or what password you are you trying to reset?"]
["Customer: Hi...i have problems to pay subscription plan of 2 cams\nCustomer: When i press subscribe not processing\nCustomer: Custumer sopport plz\nCustomer: How can i contac an agent?\nCustomer: D/static_file/b91800c30c_1_20250114134050.jpg\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How can I assist you today?"]
["Customer: Are these cameras compatible with ONVIF?\nCustomer: What cameras are compatible with Zmodo app\nCustomer: Which cameras are compatible with Zmodo?\nCustomer: Are wyze cameras s compatible \nCustomer: Septekon compatible \nCustomer: Zoo compatible \nCustomer: Zosi compatible \nHuman Agent: Hi my name is Wendy\nHuman Agent: Are you looking to purchase additional cameras to use on the Zmodo app?"]
["Customer: Customer service number \nCustomer: Agent \nCustomer: -1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you?"]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera you are trying to set up or is it one you have setup previously?"]
["Customer: Troubleshooting\nCustomer: How do I get in touch with your Logistics Team?\nCustomer: -1\nCustomer: Rep\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: Hello. I am looking to speak with someone from your shipping/logistics team.\nHuman Agent: I can take you information and pass it along. Could I have your name, the name of your business, your contact information, and some details about what you want to talk to the logistics team about?\nHuman Agent: That way I can make sure it gets to the correct person.\nCustomer: Sure!\nCustomer: Jason Palmer with Matson Logistics. My phone number is 630-988-1039 and email is jpalmer@matson.com\nCustomer: I am looking to see if we can provide transportation services for Zmodo (get setup as an approved carrier)\nHuman Agent: Thank you. I will get your information passed to my supervisor so that they can take a look at it and get it sent to the correct person in our team.\nCustomer: Thank you for your help!\nHuman Agent: You're welcome. Do you have any other questions or anything else that I can assist with at this time?\nCustomer: That's it. I hope you have a nice day.\nHuman Agent: Thank you. You have a good day, too."]
["Customer: My camera won’t connect\nCustomer: Customer service \nCustomer: Thanks\nCustomer: My camera won’t connect \nCustomer: 1\nCustomer: ?\nCustomer: Customer service \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you send me the cameras Model and ID number? the ID will start with ZMD\nCustomer: ZMD17HH17800066\nCustomer: Can i call. This is taking too long\nCustomer: ?? \nCustomer: Yes\nHuman Agent: We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: Schedule a call over the phone\nHuman Agent: I sent the call scheduler now, let me know if you have trouble submitting it or not."]
["Customer: Troubleshooting\nCustomer: None of my cameras are working . \nCustomer: 1\nCustomer: What else should I do\nCustomer: None of my cameras are working \nCustomer: I can’t view any of my cameras\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.  Are the indicator lights on the cameras blinking green right now?"]
["Customer: I newd to I need to active the camer\n\n\n\n\n\n\n\n\nHuman Agent: Hi my name is Wendy.  Are you wanting to setup cameras named smart device & device 1?"]
["Customer: Set up\nCustomer: What is connected an zmodo\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I'm not quite sure what you mean, can you elaborate on what you need assistance with?\nCustomer: Help don't no connected in a zmodo \nHuman Agent: Are you trying to connect a camera? If so, what is the ID of the camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \n\nWe will be closing in 8 minutes at 6pm CT. I would be happy to continue to assist you until then, but the chat will close at that time. If you would like a callback, you may schedule one via the button below. If you would prefer an email follow up instead, please let me know and provide an email you would like me to reach out on tomorrow. \nHuman Agent: We are currently unavailable for live chat support, but you can reach out to us via email support@zmodo.com. Our new hours of availability are:\n\n- Monday to Friday: 9am to 12pm and 1pm to 6 pm CST\n* Excluding Holidays\n\nYou may also contact the chat outside of our hours again to speak to our AI chatbot Mira who can assist with some troubleshooting. I've also sent a callback scheduling form where you can click the button in the chat in order to schedule a callback for a future date if you'd prefer.\n\nThank you for understanding."]
["Customer: Set up\nCustomer: Agebt\nCustomer: Agent \nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: Hello!?\nCustomer: Agent"]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: I bought a zmodo camera system, Zmodo 32 Channel 1080P HDMI NVR Security System 16 x720P IP Outdoor/Indoor Surveillance Camera, w/sPoE Repeater for Flexible Installation & Extension, Customizable Motion Detection, w/2TB Hard Drive. I have cameras that are not working. Can I buy there’s separately?\nHuman Agent: We do not produce sPoE cameras anymore so if you would like to buy replacement sPoE devices, it would need to be through resellers selling used products online. Otherwise these wifi cameras from our partner SHO would also work on 1080p NVRs. Our own current wifi cameras would not due to a change in compression. https://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7\n\nWe are currently unavailable for live chat support, but you can reach out to us via email support@zmodo.com. Our new hours of availability are:\n\n- Monday to Friday: 9am to 12pm and 1pm to 6 pm CST\n* Excluding Holidays\n\nYou may also contact the chat outside of our hours again to speak to our AI chatbot Mira who can assist with some troubleshooting. I've also sent a callback scheduling form where you can click the button in the chat in order to schedule a callback for a future date if you'd prefer.\n\nThank you for understanding."]
["Customer: Can you help\nCustomer: My camera stoped working\nCustomer: It’s powered\nCustomer: There plugged in\nCustomer: They have power\nCustomer: They are plugged in and have power\nCustomer: It says poor connection \nHuman Agent: Hi my name is Wendy\nHuman Agent: cam 1, cam 2, cam 3 show offline.  What color are the indicator lights on the cameras? and are the lights blinking or solid?"]
["Customer: I need to get a phone number forhelp\nCustomer: Where do I go to do that\nCustomer: I do not use the computer very good. I do not know how to do what you told me to do please just give me a phone number or have someone contact me\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: Call scheduler I cannot do this without speaking to somebody\nHuman Agent: Okay I sent you the call scheduler into the chat here, all the times listed are for Central time zone and when submitting the call scheduler be sure there are no spaces or dashes in the phone number or else it will not let you submit it. Let me know once your done.\nCustomer: Where did you send it to my phone or to my email?\nHuman Agent: I sent it into the chat your contacting me from right now"]
["Customer: One of my camera is not recording \nCustomer: Is not recording events  but is still live recording"]
["Customer: Hello agent, please\nCustomer: I like to schedule a call appointment\nCustomer: Agent\nCustomer: Agent\nCustomer: -1\nCustomer: Agent\nCustomer: Speech to representative\nCustomer: I’d like to schedule a phone call\nCustomer: I like to schedule a phone call\nHuman Agent: Hi my name is Wendy -I just sent you an invite to schedule a callback"]
["Customer: Set up\nHuman Agent: Hi my name is Wendy.\n\nPlease provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device IDs of the cameras you are trying to set up? The ID starts with ZMD and it can usually be found on a sticker the bracket or camera under a barcode."]
["Customer: Set up\nCustomer: How do I change the internet on cameras \nHuman Agent: Hi my name is Wendy.  Your cameras will need to be setup again to the new wifi info.  \nHuman Agent: Are the indicator lights on the cameras blinking green right now?"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: it says poor connection but I have been able to use it further away in the past. What could be causing that?\nHuman Agent: Hi my name is Wendy.  Camera named apfish shows offline.  What color is the indicator light on the camera? and is the light blinking or solid?"]
["Customer: How can I connect my camera\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: I have a NVR and wireless cameras I can't relink\nCustomer: I removed them because I was having issues \nCustomer: That's why I'm here\nCustomer: Need help connecting cameras\nHuman Agent: Hi my name is Wendy.  NVR ZMD13HDA1235105 shows online.  What are the device IDs on the cameras that you have?\nHuman Agent: The device ID will be listed on a sticker on the camera, it will start with ZMD or GSG\nHuman Agent: Also if the cameras are brand new please also let me know the model of camera."]
["Customer: Troubleshooting\nCustomer: I’m having difficulty getting play back option for my devices \nCustomer: Were we on a plan? \nCustomer: Were we on a premium plan? \nCustomer: Help \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. The shared cameras on your account do not have cloud. \nHuman Agent: The main account holder would need to subscribe for them to have cloud."]
["Customer: I need a phone number that I can CALL and get help to use my dvr in my new phone please, thanks\nCustomer: agent\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: I set up a schedule call\nCustomer: I change my phone and cant find the app"]
["Customer: I can not get the camera to connect to my phone \nCustomer: Green light is blinking \nCustomer: What next\nCustomer: What do I do now \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: This isn't letting me set it up\nCustomer: Nothing is working \nHuman Agent: Hi my name is Wendy.  The camera you are wanting to setup, is it new? or has it been setup before?"]
["Customer: It's not letting me upgrade or subscribe for a new plan \nCustomer: -1\nCustomer: Delete account \nCustomer: Agent\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: Need talk with a agent \nCustomer: I need a call back \nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID of the cameras you're needing help with.. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Set up\nCustomer: Won’t scan the qr code\nCustomer: Set up\nCustomer: Won’t work\nCustomer: The camera won’t scan the qr code\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Good evening  how to reset Camara  from  a old  account  to a new account \nHuman Agent: Hi my name is Wendy.  Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with."]
["Customer: Set up\nCustomer: I want to set up a customer service call \nCustomer: Agent \nCustomer: I would like to set up a phone call \nCustomer: Hello \nCustomer: Bye\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nHuman Agent: You can tap on Schedule Call to make a callback appointment if you would like to.\nCustomer: I sent a message for a phone call tomorrow \nHuman Agent: Alright, we will give you a call for your scheduled callback appointment tomorrow.\nCustomer: The phone call is on CST ? So I scheduled for 4-5 pm which will be an hour later correct?\nHuman Agent: The call is scheduled for 4-5 PM CST. It is currently 3:45 CST.\nCustomer: And it’s coming from +1 (217) 903-5673\nCustomer: Last call went to voicemail because it didn’t recognize the number so I programmed my phone with the number that you used last time \nHuman Agent: It will likely be from the same phone number. It will for sure be a 217 area code, but it will very likely be the same phone number as before.\nCustomer: Thank you I appreciate that \nI put it in my contacts so that it would ring \nHuman Agent: You're welcome.\nCustomer: 😊"]
["Customer: My garage camera is offline…what do I need to do?\nCustomer: Thanks I’ll try\nCustomer: What are your hours on the weekend \nCustomer: Hmm on my app this is support\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We only have live agent support Mon-Wed 9AM-7:30PM central time. Mira is a chat AI and not a real person\nHuman Agent: Mira is available 24/7 for questions though so if you want to contact during the weekend you would get Mira.\nHuman Agent: For the Garage camera do you see any lights coming from it? can you please tell me what color the lights are and if they are Solid or flashing."]
["Customer: My subscription not working on the camera\nCustomer: -1\nCustomer: Customer service number \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom."]
["Customer: Add back device accident removed \nCustomer: I can not find reconnect option \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account, sometimes it will show info still for us on cameras deleted from the account, if its online I can add it back for you, one moment.\nHuman Agent: I was able to find other devices that were once on this account but none are currently online. Are you able to take a look at the lights on the camera for me and tell me what color they are and if they are solid or flashing?"]
["Customer: Set up\nCustomer: Hi, I’ve got a camera that’s outside and it stopped working. Is flashing green.\nCustomer: Is it possible someone might give me a call at this number 704-619-8889\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  We do not have any inbound calling only outbound calling which is done via scheduling, I can send you the call scheduler so you can schedule yourself a callback just let me know if you have trouble submitting the callback or not."]
["Customer: Are you a human or machine \nBecause I don’t find logic your answers\nCustomer: -1\nCustomer: I provided all the cameras only have last picture oon ech 3 days ago \nCustomer: -1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I am a real rep How may I assist you today?\n\nCustomer: I check my subscription and is active now but there’s is a big red letters \nSaying I cancel it\nAnd it expires 1 April 2025"]
["Customer: Need to set up call schedule \nHuman Agent: Hello, my name is kylie, I sent the call scheduler now into the chat above, if you have any trouble scheduling a call or submitting it just let me know."]
["Customer: I would like to call a representative \nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: I would like to speak to someone over the phone\nHuman Agent: Okay, I will send you the call scheduler for you to submit a callback, dont put any spaces or dashes in the phone number and be sure to put the area code as well. If you have trouble submitting let me know.\nHuman Agent: Sent that in the chat now for you.\nCustomer: 2672510839\nCustomer: Yes\nHuman Agent: Did you fill out the call scheduler and submit it?\nCustomer: Where do I find it?\nHuman Agent: I sent it into chat earlier, I will send it again now"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera you are trying to setup or one that was used in the past? can you send me the cameras Model and ID number as well I will lookup info on it. the ID will start with ZMD or GSG on the sticker"]
["Customer: i am 84 yrs old and sight impaired. can i please get a phone call  typing is very slow and not helpful iam am paying for service i am not receiving\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: you can call right now if you can\nHuman Agent: I cannot call you right now. We do our callbacks by appointment. If you would like to make an appointment, then you will want to tap on Schedule Call and make a callback appointment.\nCustomer: i have an appointment for an 11am to 12 am call today i am waiting\nHuman Agent: Okay, if you have an appointment scheduled, then we will give you a call during your appointment time. Do you have any questions for me here in the chat?"]
["Customer: set up the blink doorbell camera\nCustomer: what does the green light mean on the camera?\nCustomer: i’m just gonna let you know I’m my camera could see outside, but I can’t hear outside. I can just talk to the people inside.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. we do not sell or make Blink  Doorbell cameras\nCustomer: 1\nCustomer: yes, ma’am\nCustomer: do you control my camera?\nHuman Agent: No, we have to control of Blink cameras, you will need to contact the company responsible for Blink cameras instead of us for support. \nCustomer: no, the leg ZMODO\nHuman Agent: Earlier in the Chat you were requesting Help for Blink cameras. \nCustomer: every time someone has a weapon, the camera starts recording\nCustomer: oh yeah, can you help me?\nHuman Agent: No, we can not help you with Blink cameras\nCustomer: I don’t have any blink cameras, just the doorbell\nCustomer: I already have it\nCustomer: I do not have the app\nHuman Agent: That is a type of camera, a doorbell camera.  and we cannot provide assistance. Please contact them for further support"]
["Customer: Hi\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  Please provide the device ID of the camera/s  you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: Cannot connect \nCustomer: Speak with customer support \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you trying to setup a new camera or a camera that was setup previously?"]
["Customer: I’m unable to connect to zap wi-Fi\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: Can I have someone give me a call it’s not working \nHuman Agent:  Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nHuman Agent: If you prefer a call, please tap on the schedule call button to set up a callback.\nCustomer: Yes waiting on a call \nHuman Agent: What time did you schedule the call for? \nHuman Agent: It looks like you schedule it for between 2PM and 3PM, it is currently 12:58PM"]
["Customer: Call me\nCustomer: I need a call back\nCustomer: I’ve scheduled calls back twice and no one calls me\nCustomer: This will be my third scheduling\nCustomer: And we’re on a time limit\nCustomer: My video is about to get erased\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We only have outbound calling which is done by schedule only, I will sent you the scheduler for calling into the chat so you may schedule the call. \nHuman Agent: Our rep called you and left a message, no one had answered."]
["Customer: Troubleshooting\nCustomer: Scan\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: My wireless device won’t scan QR code \nHuman Agent: Hi my name is Wendy.  The camera you are wanting to setup is it new? or has it been setup before?"]
["Customer: Troubleshooting\nCustomer: contact number please \nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\nCustomer: agent \nCustomer: agent \nCustomer: customer care agent \nCustomer: Troubleshooting"]
["Customer: My audio will not work on my camera playback\nCustomer: Camera will not play audio\nCustomer: Audio\nCustomer: Troubleshooting\nCustomer: Audio will not work\nCustomer: Does the camera record audio and video?\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. The cameras on your account do not have audio functions. \nCustomer: Why does it not have audio functions?\nHuman Agent: These are cameras meant to be outside so having openings for a mic and speaker would compromise the weather proofing on the cameras."]
["Human Agent: Deal FAQs"]
["Customer: Set up\nCustomer: Setting up my camera using a different internet \nCustomer: -1\nCustomer: Yes, I need new WiFi set up instructions\nCustomer: -1\nCustomer: How\nCustomer: 1\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Call support\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: ?\nHuman Agent: You asked for a call, so you can tap on Schedule Call to make a callback appointment if you would like. I can also assist you here in the chat if you would like."]
["Customer: Set up\nCustomer: I have a new wifi, but same email address how can I reset my doorbell camera \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\n\nCustomer: I can't remember my old password, I thought it was Lucille90$$\nHuman Agent: To reset your Zmodo account password, please visit https://user.zmodo.com/changepwd\n\nYou'll be prompted to enter your registered email or phone number to receive a verification code, confirming your access to the account. Once verified, you can then proceed to set a new password.\nCustomer: It's blinking green \nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\n\nCustomer: Yes\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\n\nHuman Agent: Let me know if it works"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Support\nCustomer: -1\nCustomer: Call customer service \nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: Call customer service \nCustomer: Call customer service \nCustomer: Hello\nCustomer: Call customer service \nHuman Agent: There is not a phone number that you can call in to. If you would like, then you can tap on Schedule Call to make a callback appointment."]
["Human Agent: My camera are not working & I have internet \nHuman Agent: Troubleshooting\nHuman Agent: Troubleshooting\nHuman Agent: I need a q r code to reset the cameras\nHuman Agent: I can’t scan the cameras because I don’t have  q code scan\nHuman Agent: I need to talk to someone else\nHuman Agent: Hi my name is Wendy\nHuman Agent: Agent \nHuman Agent: D/static_file/3e77f5ba28_1_20241009140354.png\nHuman Agent: You can use this QR code to setup your cameras.\nHuman Agent: If the indicator light on the camera is blinking green, it is ready to be setup.  For the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\nTap the \"+\" icon on the app home screen in the top right. Please scan the attached QR code when it asks for your startup guide.  Follow the in-app instructions to complete setup.\n\n*The camera should be next to your router during setup, 5ft or less to your router*"]
["Customer: Troubleshooting\nCustomer: My wifi has changed do I have to restart all cameras to updates new wifi\nCustomer: The QR code isn't working \nHuman Agent: Hello, you've reached customer care, my name is Kylie.  When you look at the cameras what color are the lights and are they flashing or solid?"]
["Customer: Troubleshooting\nCustomer: Im trying to sign up and create an account and it keeps saying password needs 8 to 15 characters but my password does \nCustomer: It won’t let me create an account\nCustomer: 1\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.  You have having trouble creating a new Zmodo app account?\nHuman Agent: Do you get an error message or what happens when you try to sign up?"]
["Customer: Troubleshooting\nCustomer: I got a new phone edge Motorola I try my camera and is not connected with my wifi.what I'm wrong?\n\n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \nCustomer: I checked later when I get home thanks.\nHuman Agent: Okay, no problem. Is there anything else I can assist you with for now?\nCustomer: Later.ok.\nHuman Agent: Okay, have a good day."]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Set up\nCustomer: I have four cameras only one of them has successfully set up the other three says they're linked to another account I do not know about\nCustomer: ID number zmd16le17200247 ID number zmd16le17200222. ID number zmd16le17202643\nCustomer: I need to get the device unlink from another account\nHuman Agent: Hi my name is Wendy.  Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: QR code for set up\nCustomer: Don’t have QR code \nHuman Agent: Hello, my name is Grant. Are you using the meShare or SHO app?\nCustomer: Meshare\nHuman Agent: Okay I can send you the QR code you need to start the set up. Do you have another phone to do the set up with so we can continue the chat on this device. If not do you have a computer that can display the QR code if I email it to you. If so what is the best email to send it to?\nCustomer: I have two will it work on both \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: There is no barcode \nHuman Agent: What information is there on the camera?\nHuman Agent: Is there any ID number or Model number on the camera? Are there any stickers on the camera?\nCustomer: A QR code that has a number of GSG56JGC0058091 \nHuman Agent: It looks like that camera is made by our partner company Goaofoeoi. You will want to contact Goaofoeoi support for setup instructions. Goaofoeoi's support contact email is Andrew@szqunanjie.com.\nCustomer: And GSG56JGC0058092\nCustomer: Ok"]
["Customer: Can I see footage from last night\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like you were not subscribed at that time so there would not be any footage recorded nor any that could be \"unlocked\" or anything of that nature."]
["Human Agent: Well it has been well over a hour and still no call. When I get up in the morning I am going to try one more time. If you don't take the piece of shit cloud offer off of m phone, I am going to go to my courthouse next week a d file a law suit, make you buy your cameras back since you try to force us to purchase your cloud service. I will win. Now piss the fuck.\nHuman Agent: I typed agent and filled out every line and it would not submit. The submit button would not work. I have never subscribed to the cloud app. It is on my damn phone and will not go away no matter what I try. It goes away Monday or I go to the court house and I will see you in court. Now go away because you are a stupid A I that can't come close to being as good as a human. FUCK OFF!\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It appears you had not scheduled the call when speaking with Grant. He noted you would need to remove the dashes, but no call was submitted after that point. If you were needing assistance with your cameras, you can file a callback now. Otherwise if you wish to file a lawsuit, you would only be able to speak further with our legal team."]
["Customer: Troubleshooting\nCustomer: Its saying that my camera is bound to another account\nCustomer: How can I fix issues\nCustomer: Say camera connected to another account \nCustomer: What account only have this one\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with."]
["Customer: hello 2- time trying to set up this camera   #ZDM14F2DA265556 CAN YOU CHECK IT   \nCustomer: -1\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\n\nCustomer: I got it off maket place 6mnth ago \nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\nCustomer: solid blue\nCustomer: ?????????\nCustomer: hello\nCustomer: i guess you went to lunch"]
["Customer: I can't update my system \nHuman Agent: Hi my name is Wendy.  Camera named CH2 shows offline.  Is this the camera you are needing help with?\nHuman Agent: *CH1"]
["Customer: Can I have a number to call you guys \nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Podria acceder de otra forma que no sea Qr?\nCustomer: Agente\nCustomer: Hola \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?"]
["Customer: Troubleshooting\nCustomer: Agent \nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: Thanks"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Camera blinking green, what does that mean \nCustomer: 1\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Yes can connect \nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: Talk to some one \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?"]
["Customer: Troubleshooting\nCustomer: My camera wont connect\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: How fo I factory reset cameras that do not have a button\nCustomer: How fo I factory reset cameras that do not have a button\nCustomer: So to reset a camera turn off old wifi and setup a new wifi\nCustomer: So to reset a camera turn off old wifi and setup a new wifi\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are needing help with?\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are needing help with?\nHuman Agent: The device ID will be listed on a sticker on the camera, it will start with ZMD or GSG\nHuman Agent: The device ID will be listed on a sticker on the camera, it will start with ZMD or GSG"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: How to update wifi password \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Hello,\n\nI am not able to tap the speaker to talk live or tap the microphone to be able to hear any audio?\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Is this for all the cameras?"]
["Customer: Troubleshooting\nCustomer: I am transferring my app to a new phone can't remember password and don't know what to do \nCustomer: I tried that several times, I am given one minute to enter the code and my email takes that long to get the info\nCustomer: I am slow and can't operate that fast\nCustomer: I am not given enough time to the process \nCustomer: What do you mean?ok\nHuman Agent: Hi my name is Wendy.\n\nDo you have a computer?  You could reset the password from the web app on a computer.  Then keep your email open on your phone.  it may be easier that way\nHuman Agent: https://user.zmodo.com/changepwd\nHuman Agent: Here is a direct link to reset the app password on the web app from a computer:  https://user.zmodo.com/changepwd"]
["Customer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Is there a phone number I can call? \nCustomer: Hello? \nHuman Agent: No, we do not have any inbound support. We only have outbound calling for support that is done via schedule, I can send you the scheduler so you can schedule a call though, would you like that? \nCustomer: Yes please \nHuman Agent: I sent it now, let me know if you have trouble with submitting it at all.\nCustomer: Oh no can you send it again please? I accidentally clicked on the „back“ button and I can’t use  it again \nHuman Agent: yes I can do that no problem\nHuman Agent: Sent it again \nCustomer: Thank you \nHuman Agent: No problem, Have a great day"]
["Customer: Troubleshooting\nCustomer: My cameras suddenly don't appear connected how do I reset them \nHuman Agent: Hi my name is Wendy.  Did you get a new router? or update your wifi name or wifi password?"]
["Customer: Troubleshooting\nCustomer: My camera is not connecting to live\nCustomer: It's still show the green light. \nHuman Agent: Hi my name is Wendy.  Camera named living room shows offline.  Is this the camera you are needing help with?"]
["Customer: Set up\nCustomer: Hi im trying to scan barcode on cameras and it says app doesn’t support device \nCustomer: I have a new wifi set up so I had to disconnect my cameras , I’m trying to set them up again and when I try to add cameras it says device not supported on \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you are trying to set up? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \nHuman Agent: It may also begin with GSG. \nCustomer: Can you help me \nHuman Agent: I would need more information to properly help you. Did you see my question?"]
["Customer: Troubleshooting\nCustomer: New out of box Camera won't pp6wer on. \nCustomer: Tried all that\nCustomer: It appears that the wires are not connected completely inside the camera The bare wires are showing\nCustomer: I thought you were the manufacturer\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Can you send a picture of what you were referring to with wires showing?"]
["Customer: Set up\nCustomer: Set up\nCustomer: Unable to get phones to work using QR code\nAlso cannot update phones\n\nCustomer: Customer support number?\nCustomer: Agent\nHuman Agent: You can tap on Schedule Call if you would like to make a callback appointment."]
["Customer: Hello is there anyway you can call me before 4 please?\nHuman Agent: Hi my name is Wendy.  Did you schedule a callback for today?\nHuman Agent: You should be called between 4pm-5pm CST.  \nHuman Agent: That is when the callback was scheduled for."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: \nHave the cameras come in the first one went right on the second two cannot get to set up\nCustomer: Trying to set up cameras will not go to solid blue light so I can set them up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are the other two the same model as the one you have already set up?"]
["Customer: I I have signed up for two plans. I only want one. Please delete the $4.99 monthly plan I don’t need it. \nHuman Agent: Hi my name is Wendy\nHuman Agent: Which camera are you wanting to delete the cloud plan? what is the  name or ID on the camera?"]
["Customer: Troubleshooting\nCustomer: Need to update my wifi\nCustomer: Where In the setting can you update wifi\nCustomer: I changed WiFi company’s \nCustomer: Start up procedures \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: One of my video cameras are not working it’s saying cannot be connect. Not a good connection.\nCustomer: I tried all those steps and and still haven’t connection problem\nCustomer: I unplugged it and plugged it into a different outlet and there’s a green light very light green. It’s not that bright.\nCustomer:  \nOK, thank you is there a number that I can call that somebody can assist me with?\nCustomer: OK, thank you happy holidays\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Cameras don't connect to Wi-Fi\nCustomer: Tried that\nCustomer: Unplugged try to connect\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Is there a custome support number i can call? \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. We do not have an inbound support number, though you may schedule a call if you would like for a future time. Otherwise I'd be happy to assist from here. \nCustomer: Is there a way to retrieve deleted footage? \nHuman Agent: No, once footage is gone, it is gone for good. On our end footage stays only as long as the plan you had at the time it was recorded allows and if you did not download it to keep permanently, it would be gone."]
["Human Agent: Agent please \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nHuman Agent: Hey my mom can't sign in and she's typing the user and password correctly. She emailed but no response. can I have an agent reach out to here phone number please?\nHuman Agent: Agent\nHuman Agent: Okay\nHuman Agent: Sorry for the chatbot here, I am still here, we do not have an outbound phone number but we do have inbound calling, I will send you the call scheduler so you can schedule a call with one of our reps. \nHuman Agent: sent it now, let me know if you have any trouble. \nHuman Agent: Can you help? \nHuman Agent: Agent \nHuman Agent: Yes I am here, you requested for a call so I sent you the call scheduler, I am also happy to try helping you through chat if you would prefer instead though, what would you like?\nHuman Agent: Agent please?"]
["Customer: local service\nCustomer: repair man\nCustomer: need service man to set up camera\nCustomer: need service person to come\nHuman Agent: We do not have technicians that do onsite setup."]
["Customer: Rest network password \nCustomer: Net work pass word\nCustomer: Set up\nCustomer: I need help\nCustomer: My network password has been changed. I need to update the password for the cameras.\nCustomer: Agent \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Why is my connector suddenly ticking?\nCustomer: The receptor to my doorbell is ticking, why?\nCustomer: The bluetooth connector to my doorbell is ticking like a timer\nCustomer: Why?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Could you clarify on what you mean? I'm not really sure what you're referring to as a receptor or bluetooth connector. Could you take a picture of what you mean possibly?\nCustomer: How do I send a picture?\nCustomer: D/static_file/446c4c3dde_1_20241017161043.jpg\nCustomer: The bluetooth receptor\nHuman Agent: Okay, I think that is likely a Beam there. You're referring to the item facing the camera mostly blocked by the black cable and it's tag?\nHuman Agent: If so, what is the ID of the Beam? It should be on a sticker on the back of it and likely will begin with ZMD. \nCustomer: The black cable is the electric plug in to my printer.  It has been hooked up like this for several years.  That little box is ticking like a timer.  Why would it start doing that?  It was not ticking yesterday.\nHuman Agent: Yes, I'm just trying to make sure I'm looking at the correct device. As much of it is covered, it is not easily identifiable. I believe you are showing me a Beam though. If that is the case, please provide the ID listed on the beam. \nCustomer: ZM-SHRZ03W\nHuman Agent: The ID should begin with ZMD. It will not have any spaces or dashes. \n\nCustomer: ZMD12JKC6001183\nHuman Agent: Thank you. Can you try plugging it directly into a wall outlet and see if it continues?\nCustomer: It continues clicking. \nHuman Agent: Could you try to reset it using the pinhole reset on the device while it is plugged in? Once it restarts, let me know if the ticking continues please. \nCustomer: Still ticking\nHuman Agent: Okay, unfortunately it sounds like it may be dead or dying. As long as you have adequate wifi signal at the location of the Doorbell, it should still be able to connect.\nCustomer: Okay, thank you Dillon\nHuman Agent: No problem, I apologize that we did not have a solution for the Beam. Is there anything else I can assist you with for now?"]
["Customer: i have a ZP-IBH27-W, i have it configured on my network, i'm wanting to connect it to surveilance station on my synology and i can't get it to connect. do you have any documentation on how to connect to 3rd party nvr devices?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Our devices would not be supported on 3rd party NVRs. \nCustomer: so i cannot connect to view from a web browser either?\nHuman Agent: We support viewing via browser from user.zmodo.com. You would log into the account you have the cameras tied to and then can view the cameras from there. \nCustomer: sorry got called away, thanks for your help"]
["Customer: Troubleshooting\nCustomer: Do you have a phone where to speak with someone about a matter with one of my camara video record \nCustomer: Thank you \nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?"]
["Customer: Hi can I have an agent assistance please\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\n\nCustomer: Hi Kylie H, ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?"]
["Customer: Agent\nHuman Agent: How can I assist you?\nCustomer: I need to schedule an phone appointment for help\nHuman Agent: Alright, are you trying to schedule a callback for today or for later in the week?\nCustomer: Will\n\nLater \nHuman Agent: I'm sorry, just to clarify, you want the callback scheduled for later in the week? You do not want one today?\nCustomer: \nYes we can do that \nHuman Agent: Okay, we do our callbacks Mon-Fri 9AM-12PM and 1PM-5PM CST. I will need a day and time that you want a callback. Then I will need your name, your phone number, your account email, and some information about the issue you need assistance with.\nCustomer: Tuesday 9am-12pmooo\nHuman Agent: It is not that whole time, it is an hour block that is is scheduled for. So you would like 9AM CST? I can schedule that for you. I will need your name, your phone number, your account email, and some information about the issue you need assistance with.\nCustomer: Marsha Arnold 937-287-3982\nCustomer: Marsha Arnold 937-287-3982\nHuman Agent: Alright, could I have your account email and some information about the issue you need assistance with.\nCustomer: Marshaearnold@yahoo.com I need help trying to set the time on my cameras. 2 of them didn’t automatic set there selves. We have daylight savings time change\nCustomer: Are you still there?\nHuman Agent: Yes, I am getting your callback scheduled. Do you have any questions?\nCustomer: You going to send me the time?\nHuman Agent: I asked you in the previous message if you wanted 9AM. You said 9AM-12PM and I said we do it in hourly blocks. You need to choose the time. We would schedule it for the time that you choose.\nCustomer: Ok i’m sorry I thought you meant in the timeframe 9 AM is that OK?\nHuman Agent: Our callback appointments are hour blocks. Would you like 9-10AM, 10-11AM, or 11AM-12PM?\nCustomer: 9-10am\nCustomer: Thank you \nHuman Agent: You're welcome. Do you have any questions?\nCustomer: No i’m new to the chat talking thank you for being so patient. Lol\nHuman Agent: You're welcome. I have a callback scheduled for you for tomorrow from 9-10AM CST.\nCustomer: It’s 10:56 a here what time is there\nHuman Agent: It is 9:58 AM CST.\nCustomer: Thank you\nHuman Agent: You're welcome."]
["Customer: Agent\nHuman Agent: How can I assist you?\nCustomer: I was chatting with someone else about my Zmodo Pivot not showing me the local storage and the temperature and humidity reads wrong. \nCustomer: The storage management was showing no micro SD card available and I reset and reinstalled the camera and now the storage management now shows that the SD card is full but I can't access the data on the SD card. Is there a way to extract the data to a computer and view it on an exterior device.  Also the temp and humidity still reads wrong. Is there a way to reset that on your end. \nHuman Agent: You can try connecting the SD card to a computer to see if it can see any data on the SD card or format it. As far as the temperature and humidity, you can reset the pivot and reconnect it with the Zink setup. Also make sure it is not on a hot surface, on another electronic device that may produce heat, or directly in the sun (like a window).\nCustomer: The SD card is internal and doesn't have anyway to remove it from what I can see. The device has been reset a few times and the temp never changes no matter where I set it. \nCustomer: It is the black Pivot ZH-IZV2D-W \nHuman Agent: Then, unfortunately, there would not be anything else to be done. It sounds like the camera is starting to fail.\nCustomer: Is there a reboot or reset that can be done on your end or away I can't do a deeper reset on my end? \nHuman Agent: No, the reset would be the same. Did you reset the camera and do the Zink setup to reconnect it?\nCustomer: Yes and there is no change. It does show in the Storage management that the SD card is full of data but I don't know what time periods is stored in it and every month I click on shows no data. \nHuman Agent: Unfortunately, if resetting and reconnecting the camera did not change anything, then there is not really much more to do. That is the most extreme troubleshooting step for these issues.\nCustomer: Okay thanks. \nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: recording only goes back so far\nCustomer: which do i have\nCustomer: how far back can i find\nCustomer: which plan do i have\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Why can’t I add my devices to my phone\nCustomer: Are they compatible to iPhone?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are these new cameras you are trying to set up or cameras you have setup before in the past or that were used?"]
["Customer: Hi\nCustomer: I can't connect my camera\nCustomer: It asks me for a barcode\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are wanting to setup?\nHuman Agent: The ID will be listed on a sticker on the camera.  It will start with ZMD or GSG\nCustomer: Gsg56jgc\nHuman Agent: There should be another set of numbers/letters too\nHuman Agent: could you please provide that as well?\nCustomer: D/static_file/21402210b0_1_20250127155924.jpg\nCustomer: 8893\nHuman Agent: GSG56JGC0008893 is a Goaofoeoi GS-H2931 camera.  Goaofoeoi  handles support for their cameras.  You will want to contact them by email, they will be able to help you get the camera setup again.  Email:  Andrew@szqunanjie.com \n\nCustomer: Ok thanks \nHuman Agent: You're welcome!"]
["Customer: Set up\nCustomer: Need to reset my device for a new user\nCustomer: How to reset device\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. There are no devices on this account. What is the ID of the device you're trying to reset and is it currently flashing green? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Set up\nCustomer: Qr code not working\nCustomer: Set up\nCustomer: -1\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: This application is fucking garbage\nHuman Agent: I am sorry to hear that, what is the issue you are having so I can try to assist?"]
["Customer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?"]
["Customer: How can I request old recorded clips \nHuman Agent: Hi my name is Wendy.  I don't see any active paid cloud plans connected to this account.  With the basic free cloud plan you can playback up to 10 second motion alert clips from the past 12 hours."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: QR code timing out \nCustomer: -1\nCustomer: Scan said device not supported \nHuman Agent: Hi my name is Wendy\nHuman Agent: The camera you are wanting to setup, is it new? or has it been setup before?"]
["Customer: Need someone to call by phone 321 385 9600 to resolve a problem.\nHuman Agent: Hi my name is Wendy.  I just sent you an invite so you can schedule a callback."]
["Customer: Live person\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Why isn’t my Zmodo working \nCustomer: ?"]
["Customer: Agent\nCustomer: I have a scheduled call do you know why nobody is calling me?\nHuman Agent: Your callback is scheduled for 11-11:59 AM CST. It is currently 10:04 CST, so your callback appointment is not for another hour.\nCustomer: Oh I am in a different timezone\nCustomer: Ok I wait. Thank you \nHuman Agent: You're welcome."]
["Customer: We have 5 G.  Will that affect our connection\nHuman Agent: Hi my name is Wendy.  The cameras connected to this phone number need to connect to 2.4GHz wifi\nHuman Agent: 5GHZ wifi routers have a 2.4GHz wifi channel.  If you haven't setup your 2.4GHz wifi channel yet on your router you can contact your router manufacturer or internet service provider for help getting that setup"]
["Customer: Hello\nCustomer: I need reset model ZP-IBH27-W\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Where is the reset button, please show me with a photo\nHuman Agent: That camera does not have a reset button. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I have tried to add another camera but it does not recognize me, the green and blue light is flashing, with the ZMODO software\nCustomer: Hello\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Customer service phone number please\nCustomer: Agent\nCustomer: Agent\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?\nCustomer: Set up\nCustomer: Set up"]
["Customer: Live agent \nCustomer: My drive way 2 looks funny green \nHuman Agent: Could you send a screenshot of the footage?\nHuman Agent: Are there always issues with the camera? Or does it come and go?"]
["Customer: Need replacement wire for my camera\nHuman Agent: Could I have the Model or Device ID for your camera?\nCustomer: SP-IBH23-W\nCustomer: ZK8-BFS23NM\nHuman Agent: Thank you. The Zmodo Indoor/Outdoor 1080p Wi-Fi camera will use a 5V1A power adapter with a micro-USB connector. It is a very common adapter and can be found at stores like BestBuy and Walmart, or online at Amazon. You can also purchase it from us if you would prefer.\n\nhttps://www.zmodo.com/5v-1a.html\nCustomer: Did you get it?\nHuman Agent: Yes, did you receive my response with information about the power adapter?\nCustomer: It has a female adapter & a nut that goes into the back of the camera \nHuman Agent: Ah, if you are trying to replace the wire that goes in to the camera and not the power adapter, then unfortunately, we do not have a replacement for that. If the camera is still under warranty, then you could fill out the RMA to repair or replace the camera. The cameras would have a one year warranty when purchased new from us.\nCustomer: I need the portion that is connected to back of the camera"]
["Customer: It us to be able to make a call to a zmodo tech and that was very helpful now that is no longer possible to talk to a tech on line and that what really hurts the buyer and is very frustrating because are home security is now compromized.\nCustomer: We the people buyers of your security camera home security are in need of talking to a live zmodo security camera technician not a robot or ai \nCustomer: I'll try i was not able to speak to anyone before and the text told me that they do not do that anymore\nCustomer: I was wanting to talk to a live zmodo agent on the cell phone\nCustomer: Again I don't wish to text chat on line but talk to a live zmodo agent on cell phone\nCustomer: Troubleshooting\nCustomer: Not good need a live zemodo tech again that is why people that buy your  product are upset and causing sales to go down\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Wi-Fi password correct camera will not connect solid. Lue light\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  It looks like your having some trouble with there setup, are you trying to set up a new camera or reconnect a device that was online/setup in the past?"]
["Customer: Troubleshooting\nCustomer: Tried everything live representative please\nCustomer: Ok\nCustomer: Hi Grant can you please call me I'm a bit older and not good at this kind of stuff and it would be a lot easier for me if we could talk in person\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: I tried that but in the comments or notes I put it in there but it won't go to submit won't be highlighted\nHuman Agent: Make sure you do not have any dashes, spaces, or parentheses in your phone number. It will only accept it with just the numbers.\nCustomer: Can you schedule it to call me in the 11:00 to 11:59 slot at 802-236-1086?\nHuman Agent: Fill out the form, but remove the dashes from your phone number.\nCustomer: Ok I did successfully thank you \nHuman Agent: You're welcome."]
["Customer: My basement camera isn’t recording \nHuman Agent: Hi my name is Wendy\nHuman Agent: ZMD19I2IHA19107 basement camera shows online.  Can you view the live feed from this camera?"]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: My cámaras are not working well \nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: How can I check the wife of my cámaras? I’m having problems with them \nHuman Agent: Are you meaning how to check which wifi network they're connected to?\nCustomer: Yeah \nCustomer: And I also having problems with detecting people and some of the videos the screen turns all grey \nHuman Agent: There is not a way to directly check this in the app, but you could unplug the router and then check if the cameras return to setup mode (flashing green) shortly after. If they remain solid blue you'll know they're still connected to another network. \nHuman Agent: When you say you're having problems detecting people, are you just meaning not getting an event every time there is a person or something else? \n\nFor the grey, are you referring to the night vision mode which is in black and white?\nCustomer: Ok great thank you \nHuman Agent: No problem."]
["Customer: We sold our home. How do I transfer access to the new owners?\nCustomer: Once the new owner has taken over how do I remove myself from the account\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. You want to remove the devices off the account, here is how. \nHuman Agent: To remove a device from your account, please follow these steps:\n\nGo to the device's Live View.\nTap the gear icon.\nTap the three dots icon.\nSelect \"\"Delete Device\"\"."]
["Customer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Agent\nHuman Agent: How can I assist you?\nCustomer: The camera that is labeled “sidedoor” is not recording continuous. It is on a plane with three other cameras that continuously record \nHuman Agent: What do you see when you tap on the Playback button for that camera?\nCustomer: The alerts that were recorded. Not the whole day\nHuman Agent: Lets take a look now, because it is showing as recording. Can you tap on Playback for that camera and send a screenshot of the Playback screen?\nCustomer: D/static_file/f7a8f5d179_1_20241227170130.png\nCustomer: D/static_file/f9a9828e20_1_20241227170138.png\nCustomer: D/static_file/6a1521396d_1_20241227170145.png\nCustomer: D/static_file/af9a91e230_1_20241227170148.png\nCustomer: D/static_file/d5e8f5888d_1_20241227170154.png\nCustomer: D/static_file/da66e0a284_1_20241227170256.png\nCustomer: D/static_file/d4598e4359_1_20241227170301.png\nCustomer: This is what one of the other cameras look like. It shows it’s recording continuous \nCustomer: Is there a way we can do a phone call? I really dislike texting \nHuman Agent: Okay, so it looks like it is recording, but it may be that the time on the camera is desynced from the server. You can try changing the time zone on the camera and then change it back. \n\nTap on Live for the camera. \nTap on the Gear Icon in the top right corner. \nTap on the three dots in the top right corner. \nTap on Device Time Zone and change it to another time zone. Then tap on Device Time Zone again and change it back to the correct time zone.\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: I did change the time zone once today and rebooted the camera \nHuman Agent: Okay, if you changed the time zone, that may be part of the issue. There may still be footage saved based on the time zone that was set before.\nCustomer: I scheduled a call. That will be more helpful to me. \nThank you for your time \nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: Hi I bought a used cámara but I can’t set it up\nCustomer: It tells me it’s already linked\nCustomer: Linked to other account but I want to reset camara\nCustomer: How do I do that\nCustomer: I bought at a yard sale\nCustomer: I don’t know who it was linked too\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on your camera. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Do u have a number for customer support \nCustomer: What is the company number \nCustomer: -1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: Call please \nHuman Agent: Okay, I will send you the call scheduler into the chat, let me know if you have trouble submitting it at all, don't put spacing or dashes in the phone number."]
["Customer: Agent\nCustomer: When I click playback it tells me I have to subscribe I have no playback so I have been paying and not getting my storage \nCustomer: I already am subscribed\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom."]
["Customer: Troubleshooting\nCustomer: We had to unplug two of our camera to hook up the Christmas lights. Now that they are plugged back in they are both saying poor connection we didn’t move them we just unplugged them and a two minutes later plugged them back in\nCustomer: -1\nCustomer: Can you have a technician call me?\nCustomer: 940-372-9044 is my cell \nHuman Agent: If you want to schedule a callback, then you can tap on Schedule Call."]
["Customer: my camaras are not working because i change my wifi\nCustomer: ok\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Whats the email for customer support? \nCustomer: I need the email for customer support"]
["Customer: why is my zmodo mini pro wifi camera unable to do firmware update?\nCustomer: the firmware is unable to update\nCustomer: i did several times\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Set up\nCustomer: I need to talk to someone at customer service\nCustomer: Agent\nHuman Agent: How can I assist you?"]
["Customer: No me está mostrando el video en vivo \nCustomer: -1\nHuman Agent: Hola, me llamo Wendy.\n\nLa cámara de la cafetería se muestra en línea. ¿Es esta la cámara desde la que no puedes ver la transmisión en vivo?"]
["Customer: Can you send me the customer service number \nCustomer: Are you still there \nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Rep\nCustomer: Rep\nCustomer: Troubleshooting\nCustomer: Rep\nCustomer: Rep\nCustomer: Rep\nCustomer: Rep\nHuman Agent: Hi my name is Wendy\nHuman Agent: How can I help?"]
["Customer: Hi, back over the summer I ordered two of the white indoor/outdoor cameras that were on sale. But when I got them in, I noticed the cord wasn't solid there was a connecter where two cords met. And that isn't weatherproof. There is a sticker on the cord that says I need to waterproof them before installing outside. If I had know that was the case I would have just bought the strictly outdoor cameras instead, but now I have these cameras I can't set up because I can't find anything to weatherproof it that would be a permanent fix. If I could get some guidance on how im supposed to do this. Or if I could possible exchange what I have for cameras that can actually be installed outside. I've neglected dealing with this with other things that have been going on, but now we are having problems at our home and I would really like to have the cameras up, but I'm suck. \nCustomer: Is this not customer service?\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The indoor outdoor cameras are meant to be used inside, or outside, all of our cameras have detachable cords so you can switch them out should they go bad or get old and stop working then you can easily replace it with anotehr one rather then replace the whole camera. \nCustomer: I mean, I can see the metal between the connectors. One rain storm and it would short it out. And it says on the tag on the cord that it has to be weatherproofed first. So how would I do that? \nHuman Agent: If you do wish to better weatherproof the cords beyond how they already are and cannot just have that portion of the cord in a dry area then what I would advise doing is buying some heat shrink tubing, cut and place it on the cord where the two connectors meet, then use a hair dryer or a bit of heat to get it to shrink into place, after that use some Plumbers tape on both ends of the shrink wrap and that should seal it off from moisture for the cameras lifetime. \nCustomer: Okay thank you. \nHuman Agent: Should you ever need to change the cord, you can also easily remove and re do it later on as well."]
["Customer: Live angent \nCustomer: Custom server \nCustomer: Live anget\nCustomer: Can get to customer service \nCustomer: It said the poor connection \nCustomer: 1\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: Not scanning\nCustomer: QR code not responding to camara\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: All cameras went offline with no lights on device when we updated our internet modem\nCustomer: 1\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: ZMD SAP doesn’t show up on my WIFI.\nHuman Agent: Hi my name is Wendy.  The camera you are wanting to setup, is it new? or has it been setup before?"]
["Customer: Troubleshooting\nCustomer: Can someone set my cameras up to my app with serial number. I have spent lots of time trying to set up the last 2 cameras. The Q r code is working \nCustomer: -1\nCustomer: It's not working \nHuman Agent: Hi my name is Wendy.  What are the device IDs on the cameras you are needing help with?\nHuman Agent: The device IDs will be listed on stickers on each camera, they will start with ZMD or GSG"]
["Customer: I want to cancel my subscription \nCustomer: How do I do that ?\nCustomer: Cancel my subscription \nHuman Agent: Hello, you've reached customer care, my name is Kylie.  It looks like you have 6 cameras subscribed, are you wanting to cancel the subscription for all 6 or were there only specific cameras you wanted canceled?"]
["Customer: Set up\nCustomer: My camera has a blue light but it is not showing up in my account\nCustomer: -1\nCustomer: Live rep\nCustomer: -1\nCustomer: Live rep\nCustomer: Representative \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: I have been struggling with my Zmodo cameras for a while.  2 are not connecting to my network.  Can someone call me right now.  7737190004\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: Speak with rep\nHuman Agent: Okay, I will send you the call scheduler into the chat here, let me know if you have trouble with submitting it or not\nHuman Agent: Sent now"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: My cameras aren't coming up the are all black screens. \nCustomer: Where do I check wifi settings\nCustomer: I have wifi but no camera still. \nCustomer: I have cameras they just aren't working. \nCustomer: They have power \nCustomer: Can some one call me\nCustomer: Need to talk to some one over the phone. \nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nHuman Agent: I do want to let you know that the Live Chat support will be closing in 10 minutes."]
["Customer: Hello.. my email is williamdkent@gmail.com \n\nI have 10 cameras and a Yearly household plan \nCustomer: Some cameras recognized in the Account, are not savings clips on the cloud \nCustomer: Troubleshooting\nCustomer: What is the customer support number ?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: plan\nCustomer: My plan is household yearly \nCustomer: For 10 cámaras \nCustomer: I had an intrusion last Saturday at 10.32 am \nHuman Agent: Did you see my message above? If not I can resend it, im not Mira.\nCustomer: And my main entrance camera did not  store the clip \nHuman Agent: Okay, are you wanting support over chat to go voer this issue or do you prefer phoen support?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. In order to assist you I will need to know what system you have first as this specific question your asking can have different answers depending on the device. I will need the devices ID numebr and the Model, this will be on the cameras sticker, the ID will normally start with ZMD, GSG, 14, or 15 and have no dashes, it wont start with anything I have not listed already for the ID number."]
["Customer: Agent \nCustomer: 1\nHuman Agent: How can I assist you?\nCustomer: Can I schedule an appointment for phone call back \nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: Agent"]
["Customer: because my camera can't be heard\nHuman Agent: Hi my name is Wendy.  The cameras that you have on your account do not have a sound /audio feature.\nHuman Agent: If you are wanting an outdoor wifi camera with audio, please take a look at the Zmodo battery camera available on Amazon:  https://www.amazon.com/Zmodo-Security-Rechargeable-Detection-Waterproof/dp/B0DJ1LFNRP/ref=b2b_gw_d_puwl_d_sccl_2/132-6977896-3820560?pd_rd_w=FoEws&content-id=amzn1.sym.e29f9610-d9f9-499e-a6c0-e695a640e957&pf_rd_p=e29f9610-d9f9-499e-a6c0-e695a640e957&pf_rd_r=PJ2HDNGVDSNSTMSHX2GM&pd_rd_wg=KsAdR&pd_rd_r=47923b9d-0006-4f97-9399-f60bcdbca504&pd_rd_i=B0DJ1LFNRP&psc=1\nHuman Agent: or the Zmodo indoor Mini pro camera available on Zmodo.com:  https://www.zmodo.com/1080p-indoor-wifi-camera"]
["Customer: I'm having.\nTrouble connecting one of my cameras\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: I still can’t use my doorbell camera or ANY of my cameras\nCustomer: I have rebooted , the doorbell is blinking green which I was told it’s in set up mode\nCustomer: I went thru set up steps and still not working\nCustomer: I was also told there’s NOT a live person I can talk to there?!! I am paying $50 a year for a camera system I can’t even get to work! And I just paid $150 for a new doorbell camera system and it don’t work either! \nCustomer: I am not home and u people don’t answer after 5pm, and I work til 7. This is so frustrating . You seriously don’t have a phone number I can call?!?\nCustomer: Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?"]
["Customer: I am trying to order a set of 2 of the Zmodo 1080p Indoor/Outdoor WiFi Camera.  But when I lick the 2-pack, the add to cart goes away\nCustomer: doing the browser history now\nHuman Agent: Hi my name is Wendy.  We are currently out of stock of the outdoor bullet cameras on Zmodo.com  \nHuman Agent: There are 1080p SHO bullet outdoor cameras available on Amazon\n\nhttps://www.amazon.com/SHO-Smart-Home-Office-Weatherproof/dp/B0978WLHR4/ref=b2b_gw_d_cue_uf_d_sccl_1/141-1693119-0779641?pd_rd_w=bL7Ij&content-id=amzn1.sym.385d5c79-7be9-4802-802e-5e837b2be04a&pf_rd_p=385d5c79-7be9-4802-802e-5e837b2be04a&pf_rd_r=T6TFRNET06BGMT5WMZC5&pd_rd_wg=nBbEy&pd_rd_r=66e9e622-e0d4-4340-8592-3f902d28f3dc&pd_rd_i=B0978WLHR4&psc=1\nHuman Agent: Link to a 2-pack of the SHO cameras:  https://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7/ref=sr_1_1?dib=eyJ2IjoiMSJ9.KslFn9z3bMnZbJ6EF6TOahkCbcp7F8siKfGtTPM4q-A.dxMhImyck2KUcIRuxGd2V3pIK9irv-2UbpxrWQnPBoc&dib_tag=se&qid=1740676630&sr=8-1&srs=121155139011"]
["Customer: Set up\nCustomer: It is tied to another account \nCustomer: How do I transfer it \nCustomer: How do I transfer the account to me\nCustomer: Please provide contact number \nCustomer: Agent \nHuman Agent: Hello, you've reached customer care. Could I have the device IDs of the cameras you are trying to set up? The ID starts with ZMD and it can usually be found on a sticker the bracket or camera under a barcode."]
["Customer: Set up\nCustomer: Set up"]
["Customer: camera offline\nHuman Agent: test"]
["Customer: What is the name of the new app you’re using?\nCustomer: What is the name of the new app?\nCustomer: Live agent\nCustomer: Hi Grant, can you please tell me what is the name of the new app you’re using?\nHuman Agent: The newest app is Smartz Eaze. \nCustomer: Thank you\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie. What type of troubleshooting are you needing today? are you able to elaborate more so I can assist you?"]
["Customer: Buenas tardes \nCustomer: Si yo pago el servicio de la nube hoy, puedo ver lo que sucedió ayer ?? Es que me robaron las cámaras y quería saber si en la nube hay grabación. \nHuman Agent: Hola, no, el servicio en la nube no es retroactivo. Solo comenzará a grabar después de iniciar el servicio."]
["Customer: I need a contact number to y’all’s customer service \nCustomer: Agent\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Customer service \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\n\nCustomer: What's the phone number \nHuman Agent: We do not have an inbound phone number to provide for support. We only do outbound calling, chat, and email support. \nCustomer: I need to talk to a real person not text \nHuman Agent: Okay, I can send you the call scheduler into the chat here for you to fill out to be able to get phone support, one moment \nCustomer: Then give me a call. I hate that I have to go through this every time I need to connect my camera to a new WiFi \nHuman Agent: I sent the scheduler into the chat now. \nCustomer: That's ridiculous I need to talk to someone now \nHuman Agent: Unfortunately this is the only way we are able to do phone support."]
["Customer: need to talk to a human\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?"]
["Customer: How much is it to add where I can talk thru camera a month\nCustomer: How do I make the speaker work without paying then bc I can’t figure it out \nCustomer: Or the microphone\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The microphone si not a paid feature at all, The cameras you have on the account currently do not have a microphone or speaker so it does not support two way audio due to that."]
["Customer: Set up\nCustomer: Trying to connect in some way I have new wifi\nCustomer: Weak connection cannot connect\n\nCustomer: Weak security cannot connect to internet\nCustomer: What do I do it says weak security cannot connect\n\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: I have a new modem and have to change name so cameras will work\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Test"]
["Human Agent: Troubleshooting\nHuman Agent: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: I installed a new WiFi extender and camera doesn’t seem to be getting signal from it and isn’t working\nCustomer: How would I know if camera is compatible with extender?.. it was with my previous extender\nCustomer: That information really isn’t helpful\nCustomer: I need some real help with this topic\nCustomer: Can someone call me about this ?\nHuman Agent: If you have a new Wi-Fi extender, then you would want to setup the camera with the initial setup method to connect to the new extender.\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: Where do I tap schedule call?\nHuman Agent: It is in the chat above my previous message.\nCustomer: Completed the schedule call firm\nBut submit button didn’t come on sunmitnit\nCustomer: To submit it\nHuman Agent: Make sure you do not have any dashes or spaces in your phone number. Just the numbers.\nCustomer: Can someone not just call me??\nCustomer: This is taking way too much time \nHuman Agent: We do our callbacks by appointment. So if you would like a call from a representative, then you will want to schedule a callback appointment.\nCustomer: I tried that and like u said it didn’t work!!\nHuman Agent: What do you have put in for the phone number?\nCustomer: Am looking for some REAL customer support and help\nHuman Agent: Yes, and I am trying to help you get your callback appointment scheduled. Can you tell me what you put in to the callback form for your phone number?\nCustomer: 817 683 3297\nHuman Agent: You will want to remove the spaces in your phone number to submit the form.\nCustomer: Seriously??  Can you just not have some call me??\nHuman Agent: We do our callbacks by appointment. So you will need to make a callback appointment if you want a call from a representative.\nCustomer: This is insane !\nLike I said form didn’t work and submit button didn’t come on!!!\nHuman Agent: The submit button would not light up if you have spaces in your phone number like you did. That is why I am saying you will need to remove the spaces from your phone number to submit the form.\nHuman Agent: I will send you the form again so you do not need to scroll back up for it.\nHuman Agent: I believe I see your callback appointment scheduled."]
["Customer: talk with an agent\nHuman Agent: How can I assist you?\nCustomer: Could you please transfer to Tim Lun Customer service manager \nHuman Agent: There is not a Customer Service Manager by that name. I can check to see if my supervisor is available. Could you give me some details about what you would like assistance with?\nCustomer: no, I don`t want to speak with supervisor only with general customer service manager\nHuman Agent: That is the same position. We do not have a title of \"General Customer Service Manager\". The escalation we have is to Customer Care Supervisors. Can you give me some details about what you would like assistance with? That way I can get you to the correct person?\nHuman Agent: Hello, My name is Marcela. I am the Customer Care Manager. How can I be of assistance? \nCustomer: Hello Marcelo, could you please confirm your last name, I am trying place a complain with Zmodo\nHuman Agent: I am not able to give my last name out for security reasons, but I can take your complaint. \nCustomer: what is the phone number That I can call you directly please\nHuman Agent: There is not a number you can call into, but if you provide a phone number I can call  you. \nCustomer: nope,there is no such thing that has no num,ber, just to let you know I will be calling directly the customer care manager \nHuman Agent: We do not have an inbound support number. But I am offering to call you, so I can listen to your complaint and provide assistance. I am the customer care manager. Tim Lun is based out of China and I am not sure he is still with the company. \nCustomer: I already check ion the Zmodo company contacts, he still the manager, to avoid problems with you guys, better ttransfer me to the manager\nHuman Agent: I am the Manager, I am willing to give you a call and listen to your complaint. There is no other manager that takes customer calls. \nHuman Agent: Are you there?"]
["Customer: Troubleshooting\nCustomer: Wifi\nCustomer: Change Wi-Fi connection \nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  backyard & front yard cameras show offline.  Are these the 2 cameras you are needing help with?"]
["Customer: Troubleshooting\nCustomer: I can't get my camera to work \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Password question\nCustomer: Forgot password and locked out\nCustomer: 1\nCustomer: Which zmodo app do I download?\nCustomer: What if I haven't made a Zmoto app?\nCustomer: How do I set up a Zmoto account?\nCustomer: 1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I'm a real person Mira is an AI chatbot and is having trouble with your questions. Can you please explain to me more what issue you are having or state your question clearer so I can assist you. \nCustomer: Will the smartz ease app work for resetting my forgotten password?\nCustomer: Hello?\nCustomer: I guess I'll shut this down and open a new chat.\nHuman Agent: I am here, Yes, you can use the Smartz app or the ZModo app to reset your password if you already have an existing account."]
["Customer: My devices got deleted off of my app. How do I restore them without deleting the account?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are the cameras still online?"]
["Customer: Troubleshooting\nCustomer: When I log into the DVR to retrieve video I just get a blue screen. Currently using Windows 10.\nCustomer: I'm using google chrome and after I log into the DVR IP address I only have a blue screen. There's no menu selections.\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the SKU from the bottom of the DVR?"]
["Customer: Troubleshooting\nCustomer: Do these camera have speaker to talk with \nCustomer: Thank you \nHuman Agent: Hello, you've reached customer care, my name is Kylie, I looked up the camera model that is on this account and it does not have a microphone."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.\nHuman Agent: How can I help?"]
["Customer: Live agent please  or please call  \n315-350-6106\nCustomer: 1\nCustomer: Ok\nHuman Agent: You can tap on Schedule Call to make a callback appointment. When you enter your phone number, enter just the numbers. It will not accept it with the dashes in the phone number.\nCustomer: 3153506106\nCustomer: Just call me plz \nHuman Agent: No, I did not mean send the phone number in the chat. I meant, tap on Schedule Call to make a callback appointment. And when you enter your phone number there, then you enter it without the dashes.\nCustomer: It jas that military time and I don't know that time\nHuman Agent: The callback schedule is CST. Our callback appointments are 9AM-12PM and 1PM-5PM CST.\nCustomer: 5-6 Est\nCustomer: 5PM EST\nCustomer: Now\nHuman Agent: Alright, CST is one hour behind EST. So if you want a callback appointment for 5-6 EST, then you will choose 4-5 CST.\nCustomer: It won't let me choose.I try touching it.It won't let me do anything.Please call me\nHuman Agent: Alright, if it is not letting you select it, then we may not have any more available appointments. Let me take a look and see.\nCustomer: You know what?Never mind because you guys are not helping at all\nHuman Agent: It looks like the callback appointments are full for the rest of the day. You can schedule a callback for Monday or I can help you here in the Live Chat support."]
["Customer: I need my account deleted \nCustomer: Agent\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could you please specify whether you're using an Android or iOS device?"]
["Customer: Agent\nCustomer: Agent\nCustomer: Hi, I just recently had Wendy de link my cameras that I acquired during the purchase of my house and they are still returning to the blue flashing light. \nCustomer: I was wondering if I could get assistance in resetting them \nCustomer: I couldn’t find the phone number if this would be easier to do over voice\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\nCustomer: That is what I would prefer \nCustomer: If possible to speak to someone \nHuman Agent: Okay\nHuman Agent: Okay nI sent the call scheduler now for you. Let me know if you have any trouble submitting the call let me know.\nCustomer: Is that in central time? Or eastern \nCustomer: (Just for planning purposes as it wouldn’t of course let me schedule for right now\nCustomer: Never mind I see the email \nHuman Agent: It is for central timezone for all the times yes."]
["Customer: I got cut off\nCustomer: Zmodo greet has no event recorded \nCustomer: I took the face like you guys suggested \nCustomer: The zmodo greet is not recording event \nCustomer: Give a d agents\nCustomer: Angent\nCustomer: get assistance from our agents.\nCustomer: Agent\nCustomer: I don't dvr or nvr\nCustomer: Everything was working fine it has been 2, day with no events recording \nCustomer: I don't have cloud can't afford it for now\nCustomer: Just want to event to record \nCustomer: But it was working before fine just 2, day ago it dopt recording event \nCustomer: Inside camera is working fine with notifications and event recording \nCustomer: Could and agent call me\nCustomer: At 386-569-4883\nCustomer: Customer Care Agent\nHuman Agent: Hello, I believe it was me who was helping you, were you rebooting a doorbell?"]
["Customer: Troubleshooting\nCustomer: Sound on my living room \nCustomer: It’s no sound\nCustomer: One of my cameras doesn’t have sound\nCustomer: Set up\nCustomer: The mic is on but no sound\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: My camera doesn’t have audio but the mic is on\nCustomer: My Camera microphone is on, but no auto is being played. It is turned off, but is no way to turn back on my mic, but my mic says it is on.\nCustomer: -1\nCustomer: My camera sound not working \nCustomer: Living room camera sounds not working\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Can you send me a picture of the camera?"]
["Customer: Troubleshooting\nCustomer: Device offline \nCustomer: Power Source is in\nHuman Agent: Hi my name is Wendy.  Camera 1 ZMD17AFI8204375 shows offline . Is this the camera you are needing help with?"]
["Customer: Hola\n\nHuman Agent: Hola, se ha comunicado con atención al cliente. Habla Marcela. ¿En qué puedo ayudarle?\nCustomer: D/static_file/f95241a15f_1_20241017133619.jpg\nHuman Agent: Como le puedo ayudar?"]
["Customer: I am unable to open my cloud or save any new video footage\nHuman Agent: Hi my name is Wendy\nHuman Agent: Which camera are you having this issue with?  What is the name on the camera? or the ID?"]
["Customer: I wanted to get an update on when my garage camera will be replaced?\nHuman Agent: Hi my name is Wendy.  Did you send the camera in to be replaced?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: My camara is on another account \nCustomer: But I don’t have the other account \nCustomer: My camara is conectes to another account but I don’t have access to it \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you send me the Model and ID numbers of the devices? the ID will start with ZMD."]
["Customer: Trying to add camera back to account \nCustomer: It’s been on my account before but I accidentally deleted it \nCustomer: It’s not wanting to reconnect \nCustomer: It is still connected to my WiFi I never disconnected it I accidentally deleted it from my account \nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are wanting to setup?\nHuman Agent: The device ID will be listed on a sticker on the camera and will start with ZMD or GSG"]
["Customer: Troubleshooting\nCustomer: Device keeps showing device offline it's been going in and out \nCustomer: I've just checked both power and wifi and those are great what do I try now\nHuman Agent: Hi my name is Wendy\nHuman Agent: ZMD16LGI7558583 Fbi live feed shows offline.  What color is the indicator light on the camera? and is the light blinking or solid?"]
["Customer: Change wifi\nCustomer: -1\nHuman Agent: Hi my name is Wendy.  Are you needing help setup cameras named front house, back house, side house, front house 1?"]
["Customer: Set up\nCustomer: What doorbell cam is compatible with Zmodo's software? \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Only Zmodo doorbells are compatible with our app, though unfortunately we do not have any new ones available and at present only used models via third party sellers would be an option. It's possible we may release new ones in the future though."]
["Customer: camera support\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?"]
["Customer: How do I cancel my service \nCustomer: Agent\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?"]
["Customer: Talk to a person\nCustomer: Yes\nCustomer: Waiting for an agent.\nCustomer: Yes\nCustomer: I am disappointed in your customer service \nHuman Agent: How can I assist you?"]
["Customer: Set up\nCustomer: I would like to set up a call back.\nCustomer: Agent\nCustomer: Agent\nCustomer: 1\nHuman Agent: How can I assist you?\nCustomer: I would like to set up a call back please. \nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: Done thanks\nHuman Agent: You're welcome."]
["Customer: Hi can you help me troubleshoot why my system is not working\nCustomer: When I press on live it never connects\nHuman Agent: Hi my name is Wendy.  I don't see any devices connected to this email.  Do you have a NVR or DVR kit? or a wifi camera?"]
["Customer: Set up\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with."]
["Human Agent: Just a test"]
["Customer: Agent\nHuman Agent: How can I assist you?\nCustomer: Agent \nHuman Agent: You have been connected to a Customer Care Agent. How can I assist you?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: I need to speak with a customer service \nCustomer: Agent \nHuman Agent: How can I assist you?"]
["Customer: Trying to reset my cams\nCustomer: I changed my email \nCustomer: The cams said in use under another account \nCustomer: I need help I can’t assess the old account \nCustomer: Need more help \nCustomer: Contact number \nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: Agent\nHuman Agent: I am an agent. \nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: Speake to an agent \nCustomer: Hello\nHuman Agent: Okay, I sent you the call scheduler, let me know if you have trouble."]
["Customer: Agent\nHuman Agent: How can I assist you?\nCustomer: Can I get a call please \nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: It will not work. Why does it have to be so difficult \nCustomer: I put in three different days but the “ time boxes” will not highlight \nCustomer: Are u still there\nCustomer: Agent\nHuman Agent: If you have dashes or spaces in your phone number, then you will want to remove those to submit the form.\nCustomer: I cannot get to that scree\nHuman Agent: Can you send a screenshot of what screen you get stuck on?\nCustomer: Please resend link and I’ll try again\nCustomer: I cannot go back\nCustomer: I got it scheduled for tomorrow morning. Thank u\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Live agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?"]
["Human Agent: Test"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Update failed\nCustomer: Trying to update camera\nHuman Agent: What is the name of the camera you are trying to update?"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Troubleshooting\nCustomer: I cannot connect to my cameras\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Im am trying to add the wyze cam pan v3 to my account but it's saying qr code is incorrect \nCustomer: -1\nCustomer: Agent\nCustomer: Agent\nCustomer: Agent\nCustomer: \"Agent\"\nCustomer: I bought 9 of the wyze camera pan v3 and none will connect to my account\nCustomer: Says invalid qr code on all of them\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. The Zmodo app does not support Wyze cameras. You will need to use the app provided by Wyze \n\nCustomer: Othanks\nHuman Agent: You're welcome, is there anything else we can help with today?"]
["Customer: How to reset camera with no reset button \n\nHuman Agent: Hi my name is Wendy.\n\nPlease provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: how do i connect my camera to the internet\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: How do I delete my account?\nCustomer: I don’t see that option\nCustomer: Agent\nCustomer: Agent\nCustomer: Sure. Thank you.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Do you have an android or an apple phone?\nCustomer: Apple\nHuman Agent:  Okay when you are deleting the app it should give you the option to also delete the account, if you have trouble with that though just contact us again and we would have you submit an account deletion form to us via email. \nCustomer: Okay thank you. Will try again\nHuman Agent: Okay, have a good day.\nCustomer: Kylie, what’s your email, just in case I need it?\nCustomer: Support email \nHuman Agent: Support@zmodo.com is the email.\nCustomer: Thank you!\nHuman Agent: No problem, take care."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Call me\nCustomer: -1\nCustomer: Call me\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?"]
["Customer: Add camera\nCustomer: The device is under the previous property owners account\nCustomer: The previous owners cannot access their account \nCustomer: We cannot create a new account for these cameras because they are someone else’s \nCustomer: Can I speak with someone \nCustomer: Can I call you\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Why isn’t my videos showing up\nCustomer: I’ve been waiting 6 months\nCustomer: I’m not getting any videos \nHuman Agent: Hi my name is Wendy.\nHuman Agent: both cameras connected to this email show offline. \nHuman Agent: What color are the indicator lights on the cameras? and are the lights blinking or solid?"]
["Customer: Hi if I get a subscription will I be able to view old videos that I’m not seeing now?\nCustomer: 1\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: Troubleshooting\nCustomer: Don’t know my password, need to rest a new password\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. To reset your Zmodo account password, please visit https://user.zmodo.com/changepwd\n\nYou'll be prompted to enter your registered email or phone number to receive a verification code, confirming your access to the account. Once verified, you can then proceed to set a new password."]
["Customer: My device keeps saying it’s connected to another account but I have deleted them to restart \nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: My system isn’t working. There’s a blinking blue light flashing. \nCustomer: I’ve tried everything. Nothing works \nCustomer: I want to speak with someone about this issue. A real person \nCustomer: 1\nCustomer: Is someone going to call me?\nHuman Agent: You can tap on Schedule Call to make a callback appointment if you would like a call from a representative."]
["Customer: Need power cord for outdoor 1080 p camera\nCustomer: Ok where can I get a replacement \nCustomer: Want to buy a powercord\nCustomer: Went to web site and no where do you offer power cords\nHuman Agent: Hi my name is Wendy\nHuman Agent: what type of camera do you have?\nHuman Agent: What is the model?"]
["Customer: Technical support \nCustomer: Agent\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: I have 2 cameras set up  and one is broken the one broken has cloud can you put the credit on the one that is working please\nCustomer: I paid for cloud service on my right side hence I had to purchase another one it got ruined during the hurricane in Florida hence I need to put the credit of my cloud service on the correct camera that is working\nCustomer: I need the camera that is working to have the cloud service on it for the remaining balance currently it only has a 7-Day cloud service\nCustomer: I don't want to upgrade and I do not want to repay something I already have on a camera that no longer works\nCustomer: Can I speak with a customer service representative not text messaging\nHuman Agent: Hi my name is Wendy\nHuman Agent: I just sent you an invite to schedule a callback\nHuman Agent: You can edit which cameras have the cloud plans. \nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom."]
["Customer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: What can I do to get my camera to read the QR code?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Let me check \nHuman Agent: Thanks. \nCustomer: ZMD\nHuman Agent: Yes, it would likely begin with ZMD."]
["Customer: Phone number?\nCustomer: Agent\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Hello \nCustomer: I need to cancel one of my cameras \nHuman Agent: Hi my name is Wendy.  You are wanting to cancel a cloud plan?  Which camera? What is the name or ID on the camera?"]
["Customer: I want to an appointment \nHuman Agent: The Live Chat support will be closing for the evening. If you would like to make a callback appointment, then please tap on Schedule Call in the chat window to make an appointment."]
["Customer: Troubleshooting\nCustomer: I m using funlux nvr\nCustomer: How i can connect with the online software \nCustomer: Not showing in the network tb\nHuman Agent: Whaat online software are you looking at?"]
["Customer: I can’t get my payment to submit.  \nCustomer: 1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Is this for an order on zmodo.com or a cloud subscription?"]
["Customer: Easy way to connect zomdo \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: can I get a longer plugin cord\nCustomer: how long is the plugin cord\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The cords that come with the cameras are 5ft long\nHuman Agent: we do not sell longer cords."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.   Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.   Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with."]
["Customer: Hi I have a subscription paying for two cameras and only one is being backed up. Why is that?\nHuman Agent: Hi my name is Wendy.  You will want to enable the plan on back1 camera.  Right now you only have front1 enabled.\nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom."]
["Customer: Is camera ZMD58A9IH500959 Compatible  with  system?\nHuman Agent: Hi my name is Wendy.  ZMD58A9IH500959  is this a new camera or has it been setup before?"]
["Customer: Troubleshooting\nCustomer: I need to change my 2.4 network name on all my cameras. Is that something you could do for me. I removed the NVR from my system and\nI lost any viewing of the cameras. I have converted one \nCustomer: Can you change my network name of all my cameras ? \nCustomer: Not the device name the network name. From sharp_home to Zmodo \nCustomer: Can you change the network name that the device reports on \nCustomer: -1\nCustomer: Can you change the network that my cameras talk on\nCustomer: -1\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: hook up to internet\nCustomer: how to get to device settings\nCustomer: there is no gear icon\nCustomer: i just need to get into setting and change our wifi as we have switched companies. \nCustomer: i dont have that\nCustomer: live chat?\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Garage front shows offline. is this the camera you are needing help with?"]
["Customer: What is phone number for support\n\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\nCustomer: Yes, please send me to the call scheduler\nCustomer: Call scheduler please\nCustomer: Are you still there? \nHuman Agent: I sent the call scheduler for you now, dont put any dashes or spacing in the phone number, let me know if you have any trouble submitting it.\nCustomer: Thank you \nHuman Agent: No problem have a good day."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: I want to change storage\nCustomer: I made the subscription payment, and I want to apply for two of the three cameras I have\nCustomer: I want to subscribe only two, I need to change.\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have your Zmodo account email?"]
["Customer: I need to change wifi\nCustomer: My cameras are no longer online as I need to change wifi\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  All 3 of the cameras can use QR code setup. \n\nAre the indicator lights on the cameras blinking green right now?"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Cloud service subscription lapse\n\nCustomer: Cloud service subscription lapse\n\nCustomer: Cloud service payment Interruption due to Google inaccuracies\nCustomer: Cloud service payment Interruption due to Google inaccuracies\nCustomer: Reinstating Cloud subscription after Google interrupted accurate payment information\nCustomer: Reinstating Cloud subscription after Google interrupted accurate payment information\nHuman Agent: Hi my name is Wendy.  You can subscribe to new cloud plans either on the phone app or on a web app from a computer:   user.zmodo.com\nHuman Agent: Hi my name is Wendy.  You can subscribe to new cloud plans either on the phone app or on a web app from a computer:   user.zmodo.com"]
["Customer: Any restore my camera\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Can’t get my camera to read the qr code\nCustomer: Still does does not work\nCustomer: I did all suggy still does not work \nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: I like to reset my camera\nCustomer: How\nCustomer: Please call me\nCustomer: I need some one to call me\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Agent\n\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: Okay great, ty\nCustomer: Hello\nHuman Agent: Hello, how can I assist you?"]
["Customer: Hola\nCustomer: Ablan españok\nCustomer: how to cancel camera service\nCustomer: where is that option\nCustomer: Do you have a number to call customer service\nCustomer: Can you give me a phone number so I can call customer service?\nCustomer: Troubleshooting\nHuman Agent: Hola, te has comunicado con atención al cliente. Te habla Marcela. ¿En qué puedo ayudarte?"]
["Customer: I need help removing and adding cameras to my plan. I subscribe to 3 cameras but I haven’t been able to add them\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom."]
["Customer: I want to share with my sister how don't Do It\nHuman Agent: Hi my name is Wendy.\n\nYour sister will need to setup her own Smartz Eaze app account first then you can share your cameras with her by tapping on \"My account\", \"sharing\", choose the cameras you want to share, enter your sister's email she used when creating her own Smartz Eaze App account, tap on next, choose what features you what features you want to share then tap on \"Send\"."]
["Customer: How to network wifi\nCustomer: Yes\nCustomer: I am very slow here confuse something is not connected yet\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you still having trouble with the setup?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: The indicator light is not blinking\nHuman Agent: Hi my name is Wendy.  What color is the indicator light? \nHuman Agent: The camera you are wanting to setup is brand new?  What is the model of camera?"]
["Customer: Set up\nCustomer: Yes we had a set up on my husband phone. He has a new phone and new email so I’m trying to start all over. But QR code is not being read. I did give each camera a code back when we set it up. But find no option for that. Can you help me.\nCustomer: Thank you\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.  Camera named front door shows offline.  Is this the camera you are needing help with?\nCustomer: Set up"]
["Customer: My WiFi pw got changed and my cameras turned off how do I re add the wifi\nHuman Agent: Hi my name is Wendy.  The 3 cameras named smart device all use Zink setup.  Are the indicator lights on the cameras blinking green right now?"]
["Customer: Set up\nCustomer: How do I setup a schedule? \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?"]
["Customer: My cameras are not working since last night \nCustomer: I just changed my wifi password today but they haven't been working since before\nHuman Agent: Hi my name is Wendy.  Are the indicator lights on front camera, side camera, and garage camera blinking green right now?"]
["Customer: I have 8 other cameras that is on the old mode cloud can I add them to this one\nCustomer: How do I add them\nCustomer: How do I add my other camera to this account \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What are the IDs of the cameras you would like to add? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD."]
["Customer: Set up\nCustomer: Agent \nCustomer: Email address \nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you?"]
["Customer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: live agent\nHuman Agent: How can I assist you?"]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Troubleshooting\nCustomer: My front door and garage cameras not working \nCustomer: -1\nCustomer: Already did \nCustomer: -1\nHuman Agent: Hello, you've reached customer care. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Lost power and internet for few days and my cameras is still off the line may you please chek what’s going on\nCustomer: Ok thank you for your quik response I will tray it \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?"]
["Customer: I need to speak to someone please asap\nCustomer: You can get someone to call me at 8074725035 \nCustomer: Agent\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: That just great. Cant even make an appointment for callback as apparently my email is nonexistent?\nCustomer: I can’t submit the form !!!  \nHuman Agent: Do you have any dashes or spaces in the phone number?"]
["Customer: How do I clear the camera to connect to my zmodo app and not the Smartz app?\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Change a subscription plan\nCustomer: -1\nCustomer: I did what you suggested , but I cannot find where to click to not renew\nCustomer: I cannot figure out how to cancel\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Do you want all 3 cameras on that subscription cancelled? \nHuman Agent: Are you there?"]
["Customer: I need to remove you guys from accessing my cameras\nCustomer: Agent\nHuman Agent: We cannot view the video from your cameras. Only people with access to your account by logging in with your email address and password would have access to your cameras."]
["Customer: Troubleshooting\nCustomer: Cámara won’t work \nCustomer: Yes and WiFi it’s working \nCustomer: How to reset the camara\nHuman Agent: Hi my name is Wendy.  Front & Side 2 cameras show offline.  Are these the 2 cameras you are needing help with?"]
["Customer: i have an older security camera system that had no  hard drive.  i just added a hard drive and it is not recognized\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  What type of NVR/DVR do you have? Could you provide the device ID?  Also what type of hard drive did you install?"]
["Customer: Set up\nCustomer: Flashing green\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD."]
["Customer: Troubleshooting\nCustomer: Can I have someone call me on my new camera's \nCustomer: Can I call you\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: I'm trying to subscribe but it trying to make me sub to each camera? Why is that!\nCustomer: Subscribe \nCustomer: -1\nCustomer: Customer support \nCustomer: Need help\nCustomer: -1\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. You can select which cameras you want to enable by tapping on the check mark to enable or disable them."]
["Customer: hi\nCustomer: chat with agent\nCustomer: Hi\nCustomer: okay\nCustomer: We need help with Zmodo mini IP camera\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera or one that has been previously set up before?\nCustomer: Hi Kylie, we have Zmodo Mini, it is not working any more and we need to buy a new. Where shall we get it in Europe or in UK?\nCustomer: Do u have store in Europe or can you deliver free?\nHuman Agent: Okay, On our website we only sell to the Contiguous US continents directly. For purchases outside of that I would recommend using third party's sites such as amazon or eBay, you can try looking up the Zmodo Mini or Zmodo in general then brows to see what options are available for your continent there. \nCustomer: Yes, we tried that but no available on ebay or on Amazon, neither Zmodo delivers to Europe.\nCustomer: We not aware of any third party selling online in Europe.\nCustomer: We believe, before you had store in Germany?\nHuman Agent: That is Unfortunate, We did sell direct to Europe years ago but no longer at this time. Only option would be for You to keep an eye on those third party's such as amazon or eBay for our products. \nCustomer: okay\nHuman Agent: Would you like tot try troubleshooting with the Mini camera you have  to make sure it cant just be reconnected?"]
["Customer: Set up\nCustomer: I’ve been trying to set up a beam alert. The instructions say to connect to AP_ZMD but my phone is saying ZMD_SAP.  When I choose that option, the screen just keeps flashing so I can’t input my Wi-Fi name and password to continue set up. Please call me to help.  661-644-4701\nCustomer: I’ve tried it twice and it just flashes \nCustomer: Should I turn my phone off and then try one more time?\nHuman Agent: Could I have the Device ID of the Beam you are working with? It should start with ZMD or GSG and should be on a white sticker on the Beam.\nHuman Agent: You can tap on Schedule Call if you would like to make a callback appointment.\nCustomer: ZMD12IJC6000283\nCustomer: Should I schedule a call?\nHuman Agent: You can if you would like to.\nHuman Agent: Would you rather schedule a callback appointment or work with me in the chat?\nCustomer: I scheduled a call, I’ll try one more time myself to see if it doesn’t flash"]
["Customer: Set up\nCustomer: Set up\nCustomer: First time \nCustomer: Can't get it connected to my wifi\nHuman Agent: Hi my name is Wendy.  What is the model of camera and the device ID?\nHuman Agent: model & ID will be listed on stickers on the camera.  The ID will start with ZMD or GSG"]
["Customer: Live agent\n\nCustomer: I just got new Wi-Fi and a new router and I’m having issues getting my cameras online\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the devices to see what setup options they can use, can you send me all the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid. \n\nCustomer: Oh boy that might be an issue. I can’t see all of them. Some of them are in places where I can’t reach them. I know I can see one right now in front of me but the other three I don’t know if I can or not.\nCustomer: The one I have in front of me is ZP-IBI15 – W\nCustomer: I also have a DVR believe it’s in NP- NL18\nCustomer: I did you see the ZMD on the camera I can’t see I’ll leave us a ZMD 12JS568244499. I believe is what it says.\nHuman Agent: Okay, Let me try to look that one up, we can try working with one for now, if the other cameras are the same style/model they may sue the same setup. One moment\nCustomer: Thank you so much\nCustomer: I know one other time I had to do this, but I can’t remember what I had to do when we changed Wi-Fi\nHuman Agent: This ID number did not bring up the camera info on my end, would you be able to perhaps take a photo of the cameras sticker with the ZMD number and I can compare it and try to search for it again.\nCustomer: D/static_file/f7f453ba06_1_20250221170804.jpg\nCustomer: I did get my DVR to come up but not the cameras\nHuman Agent: I got the photo now, One moment while I look up this camera. \nCustomer: Ok ty\nHuman Agent: Okay, I found some info, it looks like it may use a few possible setup types, we would have to narrow those down, Before I have you do some of the tests for that though can you look at the lights on this camera and tell me what color they are and if its flashing or solid?\nCustomer: Right now it shows green flashing\nCustomer: It’s kind of weird because it was a green flashing now it’s blue flashing now it’s green flashing now it’s blue flashing\nCustomer: It keeps going back-and-forth\nCustomer: But right now it’s green flashing again\nHuman Agent: Okay great, It will normally flash blue then green then blue that's a great response that means its ready for the setup.\nCustomer: OK\nHuman Agent: Can you go into tour phones Wi-Fi settings and look at the available Wi-Fi networks and tell me if you see a Wi-Fi network named ZMD_SAP at all? Make sure to hold your phone close to the camera\nCustomer: Yes, it says yes I do have that\nCustomer: And with that the ZMDSAP goes in and out as well on my Wi-Fi network names\nHuman Agent: Great, that narrows down the setup options, can you Unplug all of the cmaeras except this one youa re with right now, then go through the Zink setup?\nCustomer: OK can you give me a minute to get to those?\nHuman Agent: Sure, if more then 5 minutes passes it will send a warning message, if that's not responded to it auto closes the chat so just be sure to respond should that warning message appear to ensure the chat doesn't close\nCustomer: Ok I will run and do that now, bare with me\nHuman Agent: Okay\n\nCustomer: Ok I got them unplugged except for this one\nHuman Agent: Okay, check one more time that the ZMD_SAP is still on the device list, if you don't see it try rebooting the camera\nCustomer: OK says I’m connected without Internet on the zmdsap\nHuman Agent: Great, now that your connected to that network, go to the app, and start the setup, and select the zink setup and follow the steps, if you have any trouble let me know\nCustomer: It says waiting for connection. This may take a few moments.\nHuman Agent: Watch the cameras lights, let me know if they turn solid blue or how they react\nCustomer: Still flashing green\nHuman Agent: Okay, Give it 30 more seconds, if it still does not react, unplug the camera, leave it unplugged then check and make sure the ZMD_SAP network is not longer on your wifi list.\nCustomer: OK it’s unplugged and I’m not seeing it on there right now\nHuman Agent: Great, Plug it back in, wait for the ZMD_SAP network to show then connect to it and start over the setup again\nCustomer: OK it’s going again\nHuman Agent: okay watch the lights\nCustomer: When I first started going, it was green, flashing blue, flashing and green flashing blue flashing now it’s just green flashing\nHuman Agent: Okay, that means it tried to connect, then it failed, can you without changing anythign try backing up to the area where it has you type in the wifi password and take a screenshot and send that to me? if it wont let you backup without quitting its fine to quit and start over the setup, jsut when you get to that step take a screenshot then send that to me to review.\nCustomer: I’m trying to get the pic to you for some reason it’s not sending\nCustomer: Did you get the pic\nCustomer: D/static_file/e7172e3703_1_20250221174610.jpg\nHuman Agent: I just got the picture now\nHuman Agent: Can you tpa the drop down, select your wifi name, then enter in the password and send a photo of how that looks for me as well?\nCustomer: Sure\nHuman Agent: Okay\nCustomer: D/static_file/f816f7fc8b_1_20250221174733.jpg\nHuman Agent: OKay continue forward, then watch the cameras lights and tell me if they react the same or not\nCustomer: This happened another time it was around 3 to 4 years ago and for so,e reason I thought I had to go into my router and change so,e thing, but I can’t remember \nCustomer: Still flashing green\nHuman Agent: That means it didnt take in the signal, check and make sure your still connected to the ZMD_SAP entwork\nHuman Agent: Also, unfortunately We will be closing at 6PM central time which is in 8 minutes. I can follow up via email if you prefer, Send a callback scheduler so you can schedule a callback for next week or we can just chat until 6PM what would you like to do?\nCustomer: No shows I’m connected to mine at work because it tells me through the steps to connect to mine at work and then it starts I guess looking for the camera\nCustomer: Whatever’s easiest I just need to get this on Marlon. I’ve been trying to work on this for several days now.\nCustomer: Is there something I need to change or do you want my router settings since the Wi-Fi changed?\nCustomer: Sorry I’m doing talk to text to talk or whatever it is\nHuman Agent: Okay, You would want to make sure the wifi network itself is a 2.4GHZ network, its fine if its a duel network, also make sure its set to WPA1 or 2, not WPA 3 (its a firewall setting for the network typically) \nCustomer: Yeah, it sounds familiar that last time I chatted with somebody about this they had me go onto my router settings and I had to change something but I like I said I was a few years ago and I don’t remember what it was\nHuman Agent: I will send you the call scheduler so you can schedule yourself a call, it may be easier for us to in real time work with you on this issue, We wont be able to check those router settings for you though so in the meantime you would want to check that the network is a 2.4GHZ and that its not that WPA3, also make sure the network on the router is also not set as a Guest network as those style networks also don't work with the cameras, \nHuman Agent: Sent the call scheduler now into the chat for you to schedule the call for next week. \nCustomer: Okty\nHuman Agent: Let me know if you have trouble submitting it at all, dont put any dashes or spacing in the phone number area."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new device you are trying to setup or one that was setup previously?"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Same problem with account\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Agent\nCustomer: Agent"]
["Customer: Troubleshooting\nCustomer: I all ready did that but it’s still can’t connect them \nCustomer: Can you reset them \nHuman Agent: Hi my name is Wendy.  What are the device IDs on the cameras you are needing help with?\nHuman Agent: the device ID will be listed on a sticker on each camera and will start with ZMD or GSG\nCustomer: I all ready did that but it’s still can’t doesn’t let me link them \nHuman Agent: What are the device IDs on the cameras you are needing help with? the device ID will be listed on a sticker on each camera and will start with ZMD or GSG"]
["Customer: My camera is bound to another email how can I delete it? I have a new email \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. If you do not have access to the account to log in and delete it, you would need to do as we discussed yesterday and contact Goaofoeoi for further assistance."]
["Customer: Agente\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Spanish, sorry?\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?"]
["Customer: Buenas tardes hablan español ? \nCustomer: 1\nCustomer: Requiero información de las cámaras exteriores \nHuman Agent: Hola, mi nombre es Grant. ¿Qué preguntas tienes sobre las cámaras?"]
["Customer: Camera\nCustomer: What live button\nCustomer: I have no live button\n\nHuman Agent: Hi my name is Wendy.  Are you logged into the Zmodo app on your smartphone? or a tablet?\nHuman Agent: D/static_file/386dfe038b_1_20241114160801.png"]
["Customer: Hello. \nAgent \nHuman Agent: Hi my name is Wendy.  How can I help?"]
["Customer: GM,  looking to upgrade hard drive system \nMy model is ZMD-DT-SIN4 what's the upgrade from this one?\nCustomer: How do i contact your agent \nHuman Agent: Hi my name is Wendy.\nHuman Agent: We no longer sell DVRs or analog camera kits.\nHuman Agent: What exactly are you wanting to upgrade?"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie Is this a new camera you are trying to setup, or one you had previously connected in the past?"]
["Customer: Flashback is not working for me\nCustomer: I am subscribed\nCustomer: My flashback is not working\nCustomer: I do have 24/7 video recording\nCustomer: Does 7 day include 24/7 video recording\nCustomer: Need further help \nCustomer: Agent\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Do you get an error when trying to do the flashback?"]
["Customer: Set up\nCustomer: Speak spañish? \nCustomer: Agent\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?"]
["Customer: I just bought 2 more cameras to add to my current and 1 is not working and 1 is in and out\nCustomer: -1\nCustomer: It's not wifi issue bc I have like 7 or 8 other cameras working with no issues \nCustomer: It won't even going on we have disconnected, bought new wires and still nothing\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Yes agent please\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Your not making any sense\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: Please voit them out of your system\nCustomer: I can not download video of cops kid rushing up with face covered\nCustomer: Front door camera\nHuman Agent: I'm not sure what you mean by voit them out of our system. What trouble are you having with downloading the footage?"]
["Customer: Troubleshooting\nCustomer: I bought used system can account be transferred\nCustomer: Does prior account need to be deleted of last owner\nHuman Agent: Hi my name is Wendy.  What are the device IDs on the devices that you have?\nHuman Agent: The device IDs will be on stickers on each camera/NVR/DVR and will start with ZMD, GSG, or 1"]
["Customer: Troubleshooting\nCustomer: Still trying  to hook up my camera\nHuman Agent: Hi my name is Wendy\nHuman Agent: Cameras named Ken 2 & 1 show offline are these the 2 cameras are needing help with?"]
["Customer: I can't connect my front door camera\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  What color is the indicator light on front door camera right now? and is the light blinking or solid?"]
["Customer: Troubleshooting\nCustomer: May I speak with customer service\nCustomer: How do I get the images to show individually on my phone rather than all under \"Home\".  Also when I click on the images under Home they are not the usual short video but just a still shot.\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: May I chat with a customer servide representative please.\nCustomer: How do I get the individual cameras to show up rather than them showing up under \"Home.\"  I used to be able to go to a particular camera location to check on that particular camera area.  Also, when I wanted to check them they would play for a few seconds but that is not happening under them individually under \"Home.\"\nCustomer: -1\nHuman Agent: Could I have the device ID for one of the cameras?"]
["Customer: whats the qr code of the camera?\nCustomer: how can I connect the caneras without the qr code?\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nIf the cameras are new, please also let me know the brand/model of cameras."]
["Human Agent: Troubleshooting\nHuman Agent: Still not working \nHuman Agent: Tried that \nHuman Agent: -1\nHuman Agent: I need help\nHuman Agent: Hi my name is Wendy.  Are you needing help with cameras front of the house and garage? These 2 cameras show offline"]
["Customer: I had 4 cameras using only one what cords do I need to fix the other ones\nCustomer: Need new cords \nCustomer: Camera 2 how much for correct cord\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Would you be able to send me the cameras Model? that will allow me to look up what type of cord they would use and the Volt, amp info for the wall plug as well."]
["Customer: Green flashing light \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Troubleshooting\nCustomer: I want to cancel my subscription \nHuman Agent: Hi my name is Wendy.\n\n\nHuman Agent: I see active cloud plans on cameras ZMD14CL83001133 backdoor  ZMD14CL83003315 shed  ZMD14CL83003269 back yard ZMD14CL83003271 front door\n\nAre you wanting all 4 cloud plans cancelled?\nHuman Agent: You have legacy cloud plans on 3 of the cameras, if cancelled you will lose the legacy plan discount.  This price is no longer available.  Please let me know if you would like to cancel all 4 plans and I will cancel them for yo"]
["Customer: Hi\nCustomer: I am interested in buying Zmodo 1080p Wi-Fi\nSecurity Camera (Renewed) but I need to know if it has a power supply\nHuman Agent: Hi my name is Wendy.   Are you looking at a renewed camera available on Zmodo.com?\nHuman Agent: If it is a camera available for sale on Zmodo.com it will include a power adapter."]
["Customer: i can’t view the camera feed on my phone, why is that?\nHuman Agent: Hello my name is Wendy.  Your devices show offline.  Are you at the location with the cameras?"]
["Customer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Agent \nCustomer: Phone call back appointment \nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? You may schedule a call with the button below, but it would be for a future time. Otherwise I'm happy to help you here now. \nCustomer: I tried to schedule an appointment but I can’t submit \nCustomer: What days?\nHuman Agent: If you have any dashes or spaces in your phone number, please try to remove those. \nHuman Agent: It needs to just be the 10 digit phone number. \nHuman Agent: Callbacks are Mon-Fri from 9am-12pm and 1pm-5pm CT. \nCustomer: Can you reschedule again \nHuman Agent: There is the link again. \nCustomer: Thanks , I am all set \nHuman Agent: Okay, did you schedule it for a future date? I don't see a callback for today from you. \nCustomer: Tomorrow \nHuman Agent: Okay. Would you like any help here via chat for now?"]
["Customer: Hello\nCustomer: Do you cell video dorbell?\nCustomer: I want to buy video doorbell\nCustomer: With NVR\nCustomer: Do I need subscription even if I buy nvr?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have any of our doorbells in stock, and none of our doorbells are compatible with our NVRs. \nCustomer: Ok, thanks\nHuman Agent: No problem, is there anything else I can assist you with today?"]
["Customer: Having trouble renewing subscription\nCustomer: Need phone number \nHuman Agent: Hello, my name is Grant. You can tap on Schedule Call to make a callback appointment.\nHuman Agent: Hello, my name is Grant. You can tap on Schedule Call to make a callback appointment."]
["Customer: Troubleshooting\nCustomer: My cameras are not working \nCustomer: I'm sorry it's the phone app no cameras working \nCustomer: My cell phone can't get cameras \nHuman Agent: Hello, my name is Grant. I see a Cloud DVR system on your account and those systems would only be compatible with the Zsight app. However, the Zsight app and legacy systems (like your DVR) are no longer supported and I know some phones and tablets have trouble running the app. If your device is not compatible with the Zsight app, then you can still use the local features of the DVR by connecting it to a monitor or television."]
["Customer: Troubleshooting\nCustomer: We changed our Wi-Fi and I can’t get the cameras to hook up to the new Wi-Fi\nCustomer: I don’t remember what we did to set them up\nHuman Agent: Hi my name is Wendy.  Cameras front desk & back room show offline.  Are these the 2 cameras you are needing help with?"]
["Customer: Troubleshooting\nCustomer: Having trouble accessing cameras\nCustomer: 1\nCustomer: Need further assistance\nCustomer: Agent \nCustomer: Is there a customer support phone number \nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?"]
["Customer: Trying to scan the bar code\n\nHuman Agent: Hi my name is Wendy.  The camera you are wanting to setup, is it new? or has it been setup before?"]
["Customer: Agent\nCustomer: Agent\nCustomer: Hi I wanna know if my Zmodo is connected to an account or if it’s okay to sell\nCustomer: ?\nCustomer: Are you there?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I would need to look up the device, Can you send me the cameras Model and ID number? If its bound to an account or has a subsciption tied to it at all I will be able to tell after I look it up. The ID will start with ZMD or GSG, it is not the FCCID number.\nCustomer: Zmd12L8Nc206228\nCustomer: All the letters are uppercase\nHuman Agent: I was not able to find that camera with the ID number, could you perhaps take a picture of the sticker and send that to me to review instead?\nCustomer: If you can’t find it then it’s not connected \nHuman Agent: If the camera has ever been set up it will come up in the system. Was it never set up before?\nCustomer: It has been set up but it was reset\nCustomer: D/static_file/e5ce0a3589_1_20250304132414.png\nHuman Agent: Okay, I found the device, It is unbound and is free from information which means if you were to sell or give this device away the new owners wont have any trouble/issues with the setup. This camera also only uses the Zink setup no other types. \nHuman Agent: Any other questions before we go?\nCustomer: That’s all\nHuman Agent: Okay, Have a wonderful day"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Hi Im hard time seeing the NVR .. bad resolution video\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: The NVR on your account is compatible with Zmodo 720p wifi cameras.\nHuman Agent: I don't see any Zmodo 720p wifi cameras on your account.  Which cameras are connected to the NVR?"]
["Customer: My account got shut off because payment did not go thru I sent a payment 2 days ago can you restart my cloud service on my 2 cameras \nCustomer: It has cleared on my end\nHuman Agent: Hi my name is Wendy.  You would need to sign up for new cloud plans on your cameras.  The 2 cloud plans are expired."]
["Customer: Is there a way to get the Mac address for the cameras on my system"]
["Customer: Set up\nCustomer: I cant remeber my password and the verification code is not coming to my email\nCustomer: It not giving me the email\n\nCustomer: The verification code is not coming to my email\nHuman Agent: What email are you trying to reset the password for?"]
["Customer: I can't get my camera to scann\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: All my cameras show offline. I see they are blinking green can you \"all me? 720-312-5322\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Trying to get my old cameras to detect the QR code\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Call \nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: Call \nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: I need to speak with a human\nHuman Agent: I am a human. If you want a callback, you will need to tap on Schedule Call and make an appointment."]
["Customer: Agent\nCustomer: I paid my subscription twice and my camera is not activated \nHuman Agent: When did those 2 charges happen?"]
["Customer: How to scan the QT code\n\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: How to set up voice on the cameras \nCustomer: More I use you system I’m very disappointed and now non existent 2 ways of talking \nCustomer: The microphone is gray ….. no 2way comunication\nCustomer: 👎 very disappointed I even choose this system\nCustomer: Firstly I received the systems whit 2 different version of software and now no walk talking \nCustomer: The microphone is enable and on live streaming no microphone to use is gray\nCustomer: -1\nCustomer: Very disappointed of ZModo company’s \nCustomer: The point is : the system is a Crap\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Pointless chat whit you\nCustomer: You tal me to press the bottom below but only bottom is troubleshooting\nHuman Agent: Hi my name is Wendy.\nHuman Agent: The outdoor bullet cameras connected to this account do not have an audio feature that is why the microphone is grayed out\nHuman Agent: If you are wanting a wifi camera with audio please take a look at the mini pro indoor camera:  https://www.zmodo.com/1080p-indoor-wifi-camera/\n\nor the outdoor battery camera:  https://www.amazon.com/Zmodo-Security-Rechargeable-Detection-Waterproof/dp/B0DJ1LFNRP/ref=b2b_gw_d_puwl_d_sccl_2/132-6977896-3820560?pd_rd_w=bUjJy&content-id=amzn1.sym.e29f9610-d9f9-499e-a6c0-e695a640e957&pf_rd_p=e29f9610-d9f9-499e-a6c0-e695a640e957&pf_rd_r=MDVERPB2W17SQSE6NGY4&pd_rd_wg=erGGl&pd_rd_r=c0e6f92b-757a-4de2-a926-a6c30386e316&pd_rd_i=B0DJ1LFNRP&psc=1\n\nBoth have 2-way audio"]
["Customer: Driveway camera is not working\nHuman Agent: Hi my name is Wendy.  I don't see a camera on your account named driveway.  What is the device ID on the camera? \nHuman Agent: The ID will be on a sticker on the camera, it will start with ZMD or GSG"]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Got nvr and cameras from friend.  His account is bound to system.  He never got email from you to unbind them \nCustomer: Will they be unbound after 30 days still\nCustomer: Yall said if he doesn't the system will be unbound after 30 days \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Support number\nCustomer: I need tech support \nCustomer: A phone number\nHuman Agent: How can I assist you?\nCustomer: Phone number for tech support\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Connect me with a live agent \nCustomer: Is this a person? \nCustomer: Hello \nHuman Agent: How can I assist you?\nCustomer: Hello, is this a person?\nHuman Agent: Yes, how can I assist you?\nCustomer: Can you please call me at 937.661.1305\nHuman Agent: If you would like a callback, then you can tap on Schedule Call to make a callback appointment.\nCustomer: I requested the call between 2-3\nCustomer: Please call me so we can get this figured out \nHuman Agent: Then you will receive a callback during your appointment time. A representative will call you for your callback appointment.\nCustomer: Some of me cameras aren’t working. \nCustomer: And I don’t understand the subscriptions.\nI need help. Also the monitor has never worked since the day I bought the system and the times need adjusted on the app. \nCustomer: Several cameras aren’t working and we need to add more cameras. However, without proper support- we may choose somewhere else.\n\nWhen we signed up for this camera system it was because they had a phone number you could call for support.\n\nThis new was is not good and highly inconvenient for the consumer. I don’t like it at all! 0/10 \nHuman Agent: Okay, lets work through these things one at a time. Which do you want to start with?\nCustomer: Is not good\nHuman Agent: Okay, we can start with the cameras that are not working. Are you there with the cameras right now to troubleshoot them?\nCustomer: You read that too fast! Is this an actual person?\nCustomer: I have the app \nCustomer: Yes I can be with them in 5 minutes \nCustomer: I did \nCustomer: Look at my cameras and you can see the ones that are frozen and not working \nHuman Agent: Alright, then we will want to take a look at the repeater that powers and connects the cameras that are not working.\nHuman Agent: I cannot see the video from your cameras. Some are showing offline, so you would need to be with the cameras to troubleshoot those cameras."]
["Customer: Troubleshooting\nCustomer: I have an older pivot system I'm trying to connect to a new router.\nCustomer: Pivot will not connect\nCustomer: Pivot camera is offline\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Por favor solucionar mi problema, tengo una cámara que la he pagado el año pero no está grabando ahora me\nHicieron el cobro anual automáticamente y no graba los 7 días, favor ayuda \nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.  Jardin entrada\t, Cámara de lado, Cámara arriba, Smart Device -\nmostrar sin conexión. \n\n¿Con qué cámara estás trabajando ahora? ¿Cuál es el nombre o ID del dispositivo en la cámara?\nCustomer: Lo haré en la noche ahora voy al trabajo, o mañana en la mañana \nCustomer: Voy a tener listo eso que me están pidiendo luego a la noche o mañana en la mañana \nHuman Agent: Bueno.  Los agentes de chat en vivo están disponibles de lunes a viernes, de 9 a. m. a 12 p. m. CST y de 1 p. m. a 6 p. m. CST.\n\nSin embargo, estaremos cerrados los jueves y viernes por el Día de Acción de Gracias."]
["Customer: Hello\nCustomer: Set up\nCustomer: Not work\nHuman Agent: hello\nCustomer: Hi\nCustomer: D/static_file/b04c34abe2_1_20241009220744.jpeg\nCustomer: 1233"]
["Customer: Want to buy video doorbell\nCustomer: Says they are all out of stock\nHuman Agent: Hi my name is Wendy.  We are out of stock of doorbells and do not have an estimated restocking date at this time."]
["Customer: Set up\nCustomer: How to add camera with zlink\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Help\nCustomer: Zlink setup\nCustomer: Setup zlink\nCustomer: How to setup zlink camera\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: The cameras connected to email wilbertr@msn.com use QR code setup not Zink.\nHuman Agent: Are the indicator lights on the cameras blinking green right now?"]
["Customer: Troubleshooting\nCustomer: My one camera is not working \nCustomer: Indicator is green\nCustomer: 1\nCustomer: Ok\nCustomer: Can you help \nCustomer: Real person\nCustomer: My driveway camera isn’t working and I have unplugged and plugged it back in I need some help\nHuman Agent: Could you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?"]
["Customer: can I add a wireless garage door opener \nHuman Agent: Hi my name is Wendy. \nHuman Agent: We do not sell garage door openers so if you purchase one from a different company you would need to use their app.  It wouldn't be compatible with the Funlux app"]
["Customer: Set up\nCustomer: Was working as I go to settings and refresh not working saying low signal \nWiFi is very strong \nCustomer: Call me 510 366 4590\nCustomer: Please call me\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Having issues to connect my camera with the WiFi\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera you are trying to set up or is it a camera that was setup previously?"]
["Customer: Set up\nCustomer: I have tried all the ways to connect my doorbell but it will not connect \nHuman Agent: Hi my name is Wendy.  I see 1 doorbell connected to this account. Camera named 3023 shows online.  Is it a different doorbell you are trying to setup?"]
["Customer: My Front Door Camara was working this a.m. and has currently stopped.. says it's offline. Can someone tell me the problem?\nHuman Agent: Hi my name is Wendy.  What color is the indicator light on camera named Front?  and is the light blinking or solid?"]
["Customer: Help \nCustomer: Custome service\nCustomer: I need to talk to somebody\nCustomer: Real person\n\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Can we talk  by phone\nCustomer: Hello\nHuman Agent: We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\nCustomer: Hello"]
["Customer: How long should my camera last? We have had it for 3 years and it won’t power on\nCustomer: Is it warranted or do I need buy a new one \nCustomer: How do I reset \nCustomer: Reset the camera \nCustomer: How do I reset the camera \nHuman Agent: Hello, you've reached customer care, my name is Kylie. IF the camera is not powering on then you can try to change the cord with another one or change the outlet but if it is still not powering on then it is broken."]
["Customer: I have a problem with my cameras, I don't see anything on my cameras\nHuman Agent: Hi  my name is Wendy.  What color are the indicator lights on your  cameras? and are the lights blinking or solid?"]
["Customer: Why are my cameras not viewing live? They have been. It has to be on your end. Could you please fix it and thank you\nCustomer: -1\nCustomer: Could you please fix the cameras? They are not viewing live and I've done everything. You've said to do is so it's on your end. Thank you\nCustomer: -1\nCustomer: Could you please fix the app for my video security camera? S I can't view any of them live, and i've done everything on my end, so it's on your end, thank you\nCustomer: -1\nHuman Agent: Hi my name is Wendy.  All the cameras connected to this email show online.  On the phone app, if you tap on the live button of one of your cameras do you get an error message? or what happens?"]
["Customer: I was trying to order two cameras , the outdoor cameras and my Internet went down. You had half off on the  8 th of December if I order today, can I still get that half off?\nCustomer: How do I do that?\nCustomer: How do I contact the official website to see if they will still give me half off the deal they had on 8 December\nCustomer: What is the phone number for Zmodo support contact center?\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  That deal has passed, if you did not place the order when the deal was ongoing then sadly your only option to get another deal would be to wait for future discounts."]
["Customer: I have and I need to setup my camera having problems \nCustomer: Green flashing light on both camers got stuck on how to connect \nCustomer: I don't see reset button \nHuman Agent: Hi my name is Wendy.  The 4 cameras connected to this account show offline.  Which cameras are you working with right now? what are the names or device IDs on the cameras?"]
["Customer: Hi is Maciej can i call someone?? \nCustomer: Can I call you ? \nHuman Agent: Hi my name is Wendy.  Could you please let me know what questions you have?"]
["Customer: Hi, I have a zmodo 4 channel DVR. about a week ago, I am no longer able to see the cameras via my iphone.\nCustomer: how di i reach zmodo support\nHuman Agent: Hi my name is Wendy\nHuman Agent: Is it a Zmodo DVR or NVR that you have?  \nHuman Agent: What is the device ID listed on the bottom of the device?  It should start with ZMD or 1"]
["Customer: How can i cancel the service?\nDon’t need it anymore \nCustomer: Agent\nCustomer: “Agent”\nCustomer: “Agent”\nCustomer: “Agent”\nCustomer: “Agent” canceling"]
["Customer: Hello having trouble sharing with my brother. He already download the app \nCustomer: K let me try thank you \nCustomer: Did says failure doesn want to share \nCustomer: 1\nHuman Agent: Hi my name is Wendy.  What is your brother's Zmodo app account username? (Email/phone)?"]
["Customer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Live agent\nHuman Agent: How can I assist you?"]
["Customer: How do we reset the internet \nCustomer: We have a new internet box and I don’t know how to update it \n\nHuman Agent: Hi my name is Wendy.  Did you get a new router?  You are needing help setup your cameras & NVR? \nCustomer: Yes \nHuman Agent: Are the indicator lights on the cameras blinking green?\nCustomer: Yes \nHuman Agent: The NVR needs to connect to your new router with an ethernet cable running from the back of the NVR to the router.\nHuman Agent: If the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step."]
["Customer: Troubleshooting\nCustomer: Why are none of my cameras connecting \nHuman Agent: Hi my name is Wendy.  The 6 cameras connected to this email named smart device are offline.   What color are the indicator lights on the cameras? and are the lights blinking or solid?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Still not working\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Not working\nCustomer: Not connecting\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: I  can notnaccess my cameras please help\nCustomer: I don't understand\nCustomer: I don't understand what you mean initial set up I already have an account\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: What is your customer service phone number\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number, only an outbound calling is done via schedule, if you would like that I can send you the call scheduler into the chat."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Camera keeps blinking back and forth from green to blue\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: No pueso agreagar ala aplicacion eg dado los paso corresposie te\n\nHuman Agent: Hola, te has comunicado con atención al cliente. Te habla Marcela. ¿En qué puedo ayudarte?"]
["Customer: This model camera ZM-W0002-2-CR work with Nvr ZP-NL18\nCustomer: -1\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: What is the device ID on the NVR that you have?\nHuman Agent: The ID will be listed on a sticker on the bottom of the NVR.  It will start with 1 or ZMD.\nHuman Agent: The ZM-W0002-2 cameras that you have are ZMD15DGDA202761 (gazebo 2) & ZMD13HADA202990 (lado)?  These are the cameras you are wanting to connect to a NVR?"]
["Customer: My camera doesn't read the qr code on my phone. The password is correct. \nHuman Agent: Hi my name is Wendy.   \nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: Gsg56jgc0017902\nCustomer: Hello \nCustomer: My camera doesn't read the qr code from phone\nHuman Agent: GSG56JGC0017902 is a Goaofoeoi GS-H2931 camera.  Goaofoeoi  handles support for their cameras.  You will want to contact Goaofoeoi  by email:  piggyxlin@163.com"]
["Customer: Regain old cloud footage\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: There are no cameras connected to this email.  Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Hola \nCustomer: Español\nCustomer: Español\nHuman Agent: Hi my name is Wendy\nHuman Agent: \nPor favor déjame saber qué preguntas tienes."]
["Customer: Quiero dar de baja mi suscripción \nHuman Agent: Hola, mi nombre es Marcela. Solo para confirmar que deseas cancelar la suscripción a la nube en las siguientes 4 cámaras ZMD13I5DA262823, ZMD13I5DA262827, ZMD13I1DA251421, ZMD13I5DA262821"]
["Customer: The sound is not working on my camera \nHuman Agent: Hi my name is Wendy.   The cameras connected to this account do not have an audio feature.  No sound."]
["Customer: Troubleshooting\nCustomer: Can I speak to someone \nCustomer: Can I speak to someone \nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Can I speak to customer service \nHuman Agent: Hi my name is Wendy\nHuman Agent: The camera you are wanting to setup, is it new? or has it been setup before?"]
["Customer: Customer service \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Costumer service number \nHuman Agent: We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\nCustomer: How to schedule a call?\nHuman Agent: As I stated in my previous message, I would send you the call scheduler, One moment and I will send that into the chat for you. \nHuman Agent: I sent it now, if you don't see it or have any trouble with scheduling a call let me know."]
["Customer: I'm trying to get cloud it keeps denying my card\nCustomer: Can I get costumer service phone number \nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer just know that we are not able to take payment info over the phone in any way and would only assist you with directions/steps to try and subscribe, Would you like to scedule a call or chat?"]
["Customer: Troubleshooting\nCustomer: What do I do when I am not home and can not get my camera to stop loading \nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera that you have?\nHuman Agent: I don't see any cameras connected to email \thjmcdonald13@gmail.com"]
["Customer: do I have a payment due\nHuman Agent: Hello, my name is Grant. It looks like the subscription on your account will be renewing tomorrow. To check the status of your subscription managed by Google, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to see its status."]
["Customer: Set up\nCustomer: Tried scanning around code\n\nCustomer: 1\nHuman Agent: Hi my name is Wendy.   Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Set up\nCustomer: The camera won't scan\nCustomer: Won't work \nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are wanting to setup? The device ID will be listed on a sticker on the camera and will start with ZMD or GSG"]
["Customer: Is the help back from lunch yet?\nCustomer: You stated earlier support was out to lunch. Have they returned yet?\nCustomer: Camera replacement\nCustomer: Zmodo sPoE ZP-IBH15-S Generation 2. Is it compatible with ZM-55888001-S MODEL CAMERA?\nCustomer: That's where I am, Zmodo support. Where are you?\nCustomer: Live agent support phone numbers\nCustomer: I thought I am speaking to a support agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Im not sure I u8nderstand what youa re needing assistance with from the earlier messages, can you elaborate more on the issue so I can try to help you?\nCustomer: Zmodo phone numbers Corporate Office\nHuman Agent: We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\nCustomer: Thank you Kylie. I am looking to replace a camera. It's a model ZM-55888001-S which I have been unsuccessful to find.\nHuman Agent: That is not a camera model at all so that may be why your having trouble.\nCustomer: It is stamped right on your camera unless the last 5 was actually an s\nHuman Agent: Yeha thats not a camera model at all that you saw, are you perhaps able to take a picture of the cameras sticker and send it to me so I can try to look it up?\nCustomer: I'll check it again. But I'M 99.9% it's accurate. Give me a minute.\nHuman Agent: Okay\nCustomer: Oops! Try ZP-1BH23-S\nHuman Agent: Okay, there was a typo but ZP-IBH23-S is a camera model.  Its an older 2nd gen wired camera.\nHuman Agent: We dont make or sell wired cameras anymore you would have to look on third party sites for a 2nd Gen SPOE Zmodo or Funlux camera. \nCustomer: Yeah, I know, I'm on my third hard drive now.\nCustomer: Is the ZP-IBH15-S compatible?\nCustomer: And I don't do wireless or wiFi security systems. Nor do I load anything to a cloud.\nHuman Agent: That camera is compatible with NVR systems if that's what your asking yes. \nCustomer: Thank you. Two hrs. to get an answer but thanks. You guys been getting some very bad reviews. Don't think my next system will be a Zmodo. \nHuman Agent: Thats fine, have a good day.\nCustomer: You too. I'd find a better place of employment though if I worked for them. Keep the resume updated ;)"]
["Customer: Help\nCustomer: I was chatting with someone else\nCustomer: We got one camera connected but second one is not connecting\nCustomer: Ok I have a flashing green light\nCustomer: It says unable to join\nCustomer: This is just for one camera, the other camera is connected\nCustomer: All of those things seem to be operating properly\nCustomer: Still having trouble connecting my second canera\nCustomer: Help\nCustomer: May I speak with a human please\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera or a camera that has been set up previously?"]
["Customer: I already have one of your security systems. I want to add four more cameras. We already have lines run for your cameras that use a micro USB port. I need four of those\nHuman Agent: Hi my name is Wendy.  You have a sPoE camera kit?  What is the device ID on the NVR?\nHuman Agent: The ID will be listed on a sticker on the NVR, it will start with ZMD or GSG"]
["Customer: New internet \nCustomer: Please the internet new in the Home\nHuman Agent: Hello, my name is Grant. Are you trying to connect your cameras to a new Wi-Fi network?"]
["Customer: Got a new Wi-Fi box now it won’t let me connect to a new Wi-Fi\nHuman Agent: Hi my name is Wendy.  The cameras will need to be setup to the new wifi info.  Are the indicator lights on the cameras blinking green right now?"]
["Customer: Can't receive notifications when camera goes \nCustomer: Camera goes off\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. If you go under the events section on the app, do you have any motion events listed there?"]
["Customer: Agent \nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?"]
["Customer: Set up\nCustomer: I got another internet service and how do I put the internet on my camera \nCustomer: What do I go to to change at\nCustomer: Ok thanks you \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: I deleted a camera by mistake. \nCustomer: Can you help me from your end?\nCustomer: Can you help me to recover a camera that I deleted by mistake, from your office?\nCustomer: How can I reconnect that camera \nHuman Agent: Hi my name is Wendy.  Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with."]
["Customer: Set up\nCustomer: Camera won't scan or code\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Set up\nCustomer: 3 cameras\nCustomer: I don’t know how to connect them\nCustomer: Need help setting up cameras\nCustomer: Power light on only\nCustomer: The only light on is the power \nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Why isn’t my Zmodo working\nCustomer: -1\nCustomer: I need to renew my subscription\nCustomer: I did and it shows nothing\nHuman Agent: Hello, you've reached customer care. My name is Grant. There are no cameras on the account your are logged in to. You probably setup your cameras on a different account.\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: My system is out\nCustomer: Yes working for 2 days straight on it\nCustomer: Number to call for support \nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Set up\nCustomer: Agent\nCustomer: Schedule a callback \nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: 6073497977 or 5185901376\nCustomer: I'm trying to SHARE CAMERA WITH OTHERS IN THE BOUTIQUE/SALON\nHuman Agent: You can share devices with other accounts by entering the email address in the Sharing Management in the Device Settings. Tap on Devices and then tap on the camera you want to share. That will open up Device Settings and you can tap on Sharing Management. Then tap on the plus sign and tap on Share by Email and enter the email address of the account you want to share the camera with and set the permissions you want to allow."]
["Customer: Hello Mira,\nI renewed my subscription but did not see an email or a text to verify. The camera is on though. Please advise. \n\nThanks\nBrown\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: I was charged twice for my account number \nCustomer: Need a phone number \nCustomer: Agent \nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: I did a free trial on the cloud and I need to cancel.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like you have the trial going through apple for the processor, I am not able to cancel it for you from my end due to this. You will need to cancel from the apple subscriptions area. To get there, open the apple settings, click your  profile, choose subscriptions then tap on the subscription and chose cancel, you will know it is canceled successfully when it shows an expiring date."]
["Customer: I’ve got a new WiFi how can I connect the cameras to the new WiFi \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Can I link a Zmodo camera to a website for live feed 24/7?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. As the bot mentioned, you may use user.zmodo.com to access from a computer, though it is not meant for constant viewing."]
["Customer: Troubleshooting\nCustomer: Can you please check and make sure payment has been made \nCustomer: Has it been paid \nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: I believe it’s a billing issue why my cameras are not working \nHuman Agent: Hi my name is Wendy.  cameras named front, right side drive and backyard show offline. are these the 3 cameras you are needing help with?\nHuman Agent: The cloud plans will next renew around Oct 15, 2024"]
["Customer: All 4 cameras are reading poor connections \nCustomer: Why aren’t none of my cameras are working, their reading poor connection \nCustomer: How do I power cycle the cameras, do I just unplug and replug\nHuman Agent: Yes, you would unplug the camera and plug it back in to restart the camera."]
["Customer: Set up\nCustomer: want to ask a question\nCustomer: I have a zmodo ZP-IBIH15-W camera can it work with zmodo 8 cannel recorder?\nCustomer: ok thanks\nHuman Agent: Hi my name is Wendy.  Please let me know the device ID on the NVR and camera.  Both device IDs will be listed on stickers on each device.  The ID will start with ZMD or 1"]
["Customer: Troubleshooting\nCustomer: Cameras disconnected from WiFi, I unplugged and plug back on but still not connecting… besides deleting from app and creating the link again, is there something else I can do?\nCustomer: Everything else in the network works though \nCustomer: -1\nHuman Agent: Hi my name is Wendy.  are the indicator lights on the cameras blinking green?\n\nback living room, upstairs, front, on tv, and garage cameras all show offline."]
["Customer: Cameras in solid blue light\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are needing help with?\nHuman Agent: The device ID will be on a sticker on the camera and it will start with ZMD or GSG"]
["Customer: Do you support older dvr/camera systems?\nCustomer: Do you have their number?\nCustomer: How do I get in touch with customer support?\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Legacy devices such as DVR are no longer supported within the app and can only be used locally, we are unable to provide customer support in regard to legacy devices so you will have to troubleshoot the device on your own unfortunately."]
["Customer: I received a text saying my $199.99 yearly charge did not go through you have the right information please call me at 770-262-0799\nCustomer: I have a account with you I pay once a year but I receive a text saying you could not take the money out of my credit card the credit card on file is correct please try again my name is Janice my phone number is 770-262-0799\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hi Janice,.  It looks like your cloud plans are through your Google play account, make sure your Google play payment method is up to date."]
["Customer: Agent\nCustomer: Agent\nCustomer: Agent\nCustomer: Hello\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?"]
["Customer: Cancel a subscription \nHuman Agent: Hi my name is Wendy\nHuman Agent: I am unable to cancel the subscription on my end, as you are subscribed via Apple but you can follow this guide on how to cancel your subscription via Apple. https://support.apple.com/en-us/HT202039"]
["Customer: Why won’t my camera work\nCustomer: It’s not lighting up but it’s plugged in \nCustomer: The outlet works and no lights are on \nCustomer: Is there away to put in in another wY\nCustomer: It’s not lighting up but is plugged in to a working outlet \nCustomer: -1\nCustomer: Can you look at it \nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are needing help with?\nHuman Agent: The ID will be on a sticker on the camera, it will start with ZMD"]
["Customer: I need to talk with someone about cloud issues\nCustomer: This chat is not helping can I talk to someone on the phone \nCustomer: Agent\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Gub\nHuman Agent: test\n\n\nCustomer: Ghvv"]
["Customer: Set up\nCustomer: I have a blue light on camera but phone says connection timed out\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with."]
["Customer: My camera system will not overwrite recordingS\nCustomer: My cameras system will not record\nCustomer: What information are you looking for\nCustomer: -1\nCustomer: -1\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Is there anyone I can talk to over the phone?\nCustomer: Agent\nHuman Agent: Could I have the Device ID or the model for your system?"]
["Customer: My cameras aren’t working I unplugged them & turned  them back on\nCustomer: It’s my Wi-Fi because I switched carriers \nCustomer: My internet service I switched \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: My camera is connected to a inaccessible acount\nCustomer: How\nCustomer: How do I delete a camera from a account I can’t access\nCustomer: I can’t get to the account it’s tied to\nCustomer: How do I connect a used camera\nHuman Agent: Hi my name is Wendy.\n\nPlease provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Set up\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. The cameras on your account cannot use the Zink setup. Are you trying to set up other cameras or the ones currently on the account?"]
["Customer: I need to talk to someone \nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Please let me know what questions you have."]
["Customer: How do I change my router info\nCustomer: Set up\nCustomer:  How do I change the router info on meshare\nCustomer:  Total waste of my time guess I will just cancel my account since it will be easier than changing my router info\nCustomer: Total waste of my time !!!!\nCustomer: Trying to change my router info and you are no help\nHuman Agent: Hi my name is Wendy.  Are you needing help getting your cameras back online?\nHuman Agent: All of the cameras connected to this email use QR code setup.  The cameras will need to be setup again to get them online.  Are the indicator lights blinking green?"]
["Customer: How to log out my account from Other divices?\nCustomer: I need to change my account email\nHuman Agent: Hi my name is Wendy\nHuman Agent: Unfortunately, it is not possible to change the account email address since that's the actual account identifier.  You would need to create a new account with the new email address.\n\nHuman Agent: Do other people login to your account with your username/password? or do you share your cameras with other people using the sharing feature?"]
["Customer: Troubleshooting\nCustomer: Nothing is working since we changed internet providers\nCustomer: Nothing is working\nCustomer: I'm on the 2.4 gh\nCustomer: I'm right next to router, on the 2.4 and it's still not working\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Whenever you change the Wi-Fi name, password, or router to reconnect the cameras you have to go through the setup with the new Wi-Fi info. \nCustomer: Can you connect them remotely\nCustomer: I'm trying the \"new setup\" and it's not working\nHuman Agent: I would advise rebooting all the cameras by unplugging and plugging them in, then go through the QR code setup while your phone is connected to your 2.4GHZ network, the setup the cameras use on your acct is the QR code setup\nHuman Agent: We will be closing at 6PM central time which is in 10 minutes. I can follow up via email if you prefer, Send a callback scheduler so you can schedule a callback for tomorrow or we can just chat until 6PM what would you like to do?\nCustomer: Yup! Tried that too...not working \nCustomer: Can I talk with someone at 9 am tomorrow?\nCustomer: My number is 225-413-8797. My name is Joanne Danna!\nHuman Agent: I sent you the call scheduler, You can check to see the available times for tomorrow and schedule the call from there, when you fill in your info be sure not to put any dashes or spacing in the phone number area, and all the times listed are for central time zone."]
["Customer: Hola \nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon, ¿en qué puedo ayudarte?"]
["Customer: Troubleshooting\nCustomer: Where do i enter my Pass Word ?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What password are you referring to? Are you meaning the wifi password when setting up a camera?"]
["Customer: I’d there a number I may call to speak with someone?\nCustomer: Agent\nHuman Agent: You can tap on Schedule Call to make a callback appointment if you would like to speak to a representative on the phone."]
["Customer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nHuman Agent: We will be closing at 6PM central time which is in 10 minutes. I can follow up via email if you prefer, Sent a callback scheduler so you can schedule a callback for tomorrow or we can just chat until 6PM what would you like to do?"]
["Customer: live agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?"]
["Customer: I schedule a call nobody has called\nMe yet\nCustomer: Agent \nCustomer: Agent \nCustomer: I scheduled a call nobody called me, my cameras are not working \nHuman Agent: Hello, you've reached customer care, my name is Kylie. what is the phone number and email you used when you scheduled a call."]
["Customer: Hi. On Friday March 28th at 4:43 am someone broke into my house and I can’t retrieve this video. The police need this if you need a supena they will provide it\nCustomer: Who should I contact. Is there someone I can call\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You did not have a cloud plan at that time so there would not be any footage left from that date. At that time you would have had the clips of the free plan, but if you did not already download them, they would have already been deleted."]
["Customer: Good morning,\nMy name is Justin Adams, I am a detective with the Buckeye Police Department in Arizona. I am needing to submit a Search Warrant to Zmodo, who can I talk to to get the e-mail address where it needs to be submitted?\n\nCustomer: I did and it brought up this chat....I will continue to look\n\nCustomer: ok\nCustomer: where is the live chat agent\n\nHuman Agent: You can contact the Zmodo Legal Department at legal@zmodo.com"]
["Customer: I need to speak on the phone with someone \nCustomer: I need to talk with someone \nHuman Agent: Hi my name is Wendy.\nHuman Agent: I just sent you an invite so you can schedule a callback.\nCustomer: Nevermind I'm leaving the state in the morning and won't be available tomorrow \nHuman Agent: NVR ZMD12L9A1207514 Headquarters shows offline.  Is this the device you are needing help with?\nHuman Agent: okay."]
["Customer: Troubleshooting\nCustomer: Trying to set up all three of my cameras but 2of them are on my house how can I connect them with out taking them down\nHuman Agent: Hi my name is Wendy.  Camera named front & Garage show offline.  Are these the two cameras you are needing help with?\nCustomer: Ok thanks\nHuman Agent: Camera named front & Garage show offline.  Are these the two cameras you are needing help with?"]
["Customer: I missing clips from June 2024 thru July 25, 2024\nCustomer: I cannot view recordings from June 2024 thru July 25, 2024\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: You have the clip plan on ZMD19A4IH500214 Inside Home\t\n\nHuman Agent: You should be able to playback clips from the past 60 days. \nHuman Agent: Farthest back you would be able to playback would be July 27"]
["Customer: Troubleshooting\nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?"]
["Customer: Cancel cloud subscription\nHuman Agent: Hi my name is Wendy\nHuman Agent: I am unable to cancel the subscription on my end, as you are subscribed via Apple but you can follow this guide on how to cancel your subscription via Apple. https://support.apple.com/en-us/HT202039"]
["Customer: Set up\nCustomer: New internet service how do I restore device\nCustomer: I have different internet carrier so my device is not working\nCustomer: It does\nHuman Agent: Hi my name is Wendy.  Are you wanting to setup camera ZMD12K3BC000084 named Pivot?"]
["Customer: I can’t here on the cameras \nHuman Agent: cameras named camera livingroom and kitchen camera have an audio feature.  Are these the 2 cameras are you not hearing audio from?\nHuman Agent: Hi my name is Wendy btw."]
["Customer: My camera isn't connecting \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Camera will still not update. Deleted it and reinstalled it as per your instruction. Please advise. \nCustomer: Already have done that no luck. \nHuman Agent: Hi my name is Wendy.  Which camera are you wanting to update?  What is the name or device ID on the camera?"]
["Customer: I would like to know your customer support telephone number pls\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?"]
["Customer: Set up\nCustomer: I need to link my device to another account \n\n\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Hi\nCustomer: I do you speak english\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: Still can't pair cameras. Solid blue light showing\nCustomer: Devi es aren't even showing up in app!\nCustomer: How can I repair after changing wifi password \nCustomer: My wifi network is the same, just a new password \nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: The I'd is faded off. They have been outside over 2 years. They are raycom brand though\nCustomer: -1\nHuman Agent: Okay.  Rraycom handles the support for their cameras.   You will want to email Rraycom for help with this issue.  One moment I will get their email for you.\nHuman Agent: Rraycom@hotmail.com"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Launch video\nCustomer: Videos loss\nHuman Agent: Hi my name is Wendy.  Camera named w shows offline.  Is this the camera you are needing help with?"]
["Customer: My wife passed away in October, I’m trying to reactivate her account. I am Paul Hamel, I’m allowed access to the account \nHuman Agent: Hi my name is Wendy.   I am sorry for your loss!  Do you have Zmodo wifi cameras you are wanting to setup?"]
["Customer: Troubleshooting\nCustomer: Two of my Camaras with cloud service were stolen a while ago. I need the last available footage for both cameras. How do I get that data? \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. What is the name of the cameras on the app?"]
["Customer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  The 4 cameras connected to this account can use Zink or QR code setup.\nHuman Agent: are the indicator lights blinking right now? or are they a solid color?"]
["Customer: Set up\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  Is it camera ZMD19G4IH405116 named smart device you are needing help with?"]
["Customer: Agent \nHuman Agent: How can I assist you?\nCustomer: Hello \nCustomer: Is there someone to talk to?"]
["Customer: Agent\nHuman Agent: How can I assist you?\nCustomer: Please delete 2 defective cameras and add 2 replacement cameras to my current account under jaysif@yahoo.com.   the serial numbers of the new cameras are:\nZMD 19H3I8D08045\nZMD 19H3I8D08042\nHuman Agent: It looks like those cameras are already on your account and there are not any other cameras on your account currently. Are you trying to setup cameras to your Wi-Fi network? Or do you have a Cloud Plan that you are trying to put on the cameras?\nCustomer: I have a current  cloud account, I need these 2 new cameras added to that account"]
["Customer: Troubleshooting\nCustomer: My cameras never work on my view unless I'm sitting at home they're pointless\nHuman Agent: Hello, if you are able to view the cameras while at home but not while away ti could be that you have permissions not allowed for the app that would allow you to view the cameras while off wifi, its also possible that while away from your home/wifi the signal is too weak to view the cameras at times. Are you able to check your phone settings for the app permissions and send me a screenshot? I can check to see if there are any that would cause this that are not currently allowed."]
["Customer: Set up\nCustomer: We just moved into our house and it came with camera already installed, I’m not sure how to add the device \nHuman Agent: Hi my name is Wendy.  Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: for\nCustomer: I have been sitting around since 4:00 waiting for a scheduled call???\nCustomer: Agent \nHuman Agent: It looks like you scheduled a callback for 4-5 PM CST. You should be receiving a call during your callback appointment time.\nCustomer: Well I have Not received any calls and it's already 5:28\nCustomer: Hello\nHuman Agent: Yes, the call is not necessarily going to be exactly at 4 CST. There are other callback appointments and customers that are being helped and you will receive a call as soon as possible during your callback appointment time.\nCustomer: I'll be waiting \nHuman Agent: Do you have any other questions?"]
["Customer: I need to reset my ZMODO cameras.  I have new router.  My led s blue.  Can you help me or send sequence to reset? \nHuman Agent: Hi my name is Wendy\nHuman Agent: The indicator lights on the Mini indoor cameras named smart device show solid blue indicator lights? or are they blinking blue?"]
["Customer: Set up\nCustomer: Trying to set up cameras\nCustomer: We’re trying to take it off the old account and put it on the new account\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: GSG5001C0039038 and GSG5001C003932\nHuman Agent: These are not Zmodo cameras and are bound to another account. You would need to reach out to Rraycom's support team for further assistance. Rraycom@hotmail.com is their email."]
["Customer: Troubleshooting\nCustomer: I just moved to Georgia trying to reset two of my cameras \nCustomer: How do i reset \nHuman Agent: Hi my name is Wendy.\n\nAll 4 of your cameras can use QR code setup.  Are the indicator lights blinking green on cameras named man cave, man cave 2, living room, and kitchen?"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: What's the least expensive program\nCustomer: How much do I need to pay to have 1 day playback?\nHuman Agent: We do not have any plans that are for one day the shortest is the 7 day plan. \nHuman Agent: Please keep in mind the cloud service is not retroactive so it would only start storing recordings after the service is started."]
["Customer: Scanning QR code \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: I’m trying to get past the Wi-Fi password and it just keeps on saying make sure Wi-Fi is connected\nCustomer: I put in the password for the Wi-Fi and it’s not doing nothing. It says make sure your device is connected.\nCustomer: -1\nCustomer: That’s two different Wi-Fi towers I use and it’s still giving me the same problem\nCustomer: You’re no help\nCustomer: It must be these cheap cameras that you guys selling\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Camera not working \nCustomer: -1\nCustomer: The hard wired door bell camera has a steady green light and shows the same photo from September!\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If the cameras light is a solid green that means it is not booting up properly.  When you look at the front of the doorbell does it look/feel like its on snuggly on the bracket? or does it move wiggle on the bracket at all if you try to gently wobble it un and down left and right?"]
["Customer: I have bought 3 cameras about 5 months ago and 2 of the cameras stopped working. When I plug them in all they show is a solid green light on the front of camera. \nCustomer: I have tried doing that\nCustomer: ?\nCustomer: I have tried troubleshooting and problem isn’t fixed \nCustomer: -1\nCustomer: Customer representative please\nCustomer: Yes\nCustomer: Customer care\n\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Hello \nCustomer: I have a very old digital video recorder the model is h.264\nCustomer: How can I add it to the Zmodo app if it only gives me options for new technologies?\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Unfortunately DVRs are no longer supported and cannot be viewed remotely any more.\nHuman Agent: You can view the cameras connected to your DVR by plugging a monitor to the DVR and view them locally.  Remote viewing is no longer supported.\nCustomer: It asks me to configure via QR or WiFi and this old system has none of that."]
["Customer: Troubleshooting\nCustomer: I paid on 7 11 2024 n now is not  recording \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking, do you get an error when you try to do the playback?"]
["Customer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?"]
["Customer: I lost my phone and forgot my password I can only use it for this one \nCustomer: -1\nCustomer: No i forgot the email I had used \nCustomer: I need help getting access to my app on my personal phone  but i forgot the password can u send me the password so I can reset the password \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nHuman Agent: No I cannot, I need the ID off one of the cameras to see what account a device is linked to."]
["Customer: I reset my password but how do I force other devices to sign out of my account \nCustomer: That’s why I reached out to you aren’t you support \nCustomer: How do I force other devices to sign out of my account \nCustomer: I did change my password and we checked it did not kick my husband out which means the other device we want out would not be kicked out \nCustomer: There is someone logged into my account that I want off and I asked them to get off but they won’t. I changed my password now how do I force their device to sign out! \nCustomer: You are useless \nCustomer: I have an unwanted user in my cameras how do I get them out \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Im sos orry that the chatbot did not assist you better, I am a real rep though and can better assist you.\nHuman Agent: For this other user do they have direct acess to this account your contacting from where they login with the email or have you only done something called a share request to an a separate account they have?"]
["Customer: Customer support\nHuman Agent: We are currently unavailable for live chat support, but you can reach out to us via email support@zmodo.com. Our new hours of availability are:\n\n- Monday to Friday: 9am to 12pm and 1pm to 6 pm CST\n* Excluding Holidays\n\nYou may also contact the chat outside of our hours again to speak to our AI chatbot Mira who can assist with some troubleshooting. I've also sent a callback scheduling form where you can click the button in the chat in order to schedule a callback for a future date if you'd prefer.\n\nThank you for understanding.\nCustomer: Can i speak to an agent\nCustomer: Customer care agent"]
["Customer: trying to connect my cams   i forgot my password and me  user name\nCustomer: me email  somebody took me email \nCustomer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are the cameras tied to another account you used in the past or are they all unbound and your wanting to add them to a new account?"]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera or one you previously had set up."]
["Human Agent: Agent\nHuman Agent: Agent\nHuman Agent: Agent\nHuman Agent: How can I assist you?\nHuman Agent: I was on the phone when the agent called. I thought it was a spam call so I did not try to answer since I was on the phone with a important call. I now I know what to look \nHuman Agent: I am going to schedule a call\nHuman Agent: Agent\nHuman Agent: Agent\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: I'm having trouble deleting not working cameras for my group\nCustomer: I Don't see that as an option\nCustomer: It is part of a group that hooks to my NVR two of the cameras aren't working and I wanted to replace them I can't figure out how to delete the old cameras though\nCustomer: It won't let me access the cameras because they are not online They are broken\nCustomer: Yes I have new ones to replace the three cameras that are not working I just don't know how to delete the old ones if they're not online to install the new ones\nCustomer: Okay I will give it a try\nCustomer: Also I got two of the new cameras onto my Wi-Fi and they are working I just don't know how to link them to the NVR\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have your Zmodo account email?"]
["Customer: Schedule a phone call\nCustomer: Agent\nCustomer: I missed the phone call\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Human Agent: Hi my name is Wendy.  How can I help?"]
["Customer: Set up\nCustomer: All camera \nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you?"]
["Customer: Agente \nCustomer: Agente\nCustomer: Hola cómo estás buen día, ayer estaba viendo una camara en mi casa, la camara se llama casa Pero no me sale ahora en la app. Ayer la vi a las 9pm Pero después se me borró y me salen otras camaras de otro sitio que también son mías.\nCustomer: Pero es una camara nueva que conecte y tiene dos días en la app\nHuman Agent: Bien, ¿puedes enviarme el modelo de caemras y el número de identificación para que pueda buscarlo? la identificación comenzará con ZMD\n\nCustomer: Salí de viaje y no tengo acceso. Pero si la puedo buscar en Amazon \nCustomer: D/static_file/a71ebc5697_1_20241231090906.jpg\nCustomer: En mi casa si hay luz porque puedo prender mis luces, Pero la cámara nosé x qué dejo de salir en mi app\nHuman Agent: \nNecesitaré el modelo de la cámara y el número de identificación, esto estará en la etiqueta de la cámara y la identificación comenzará con ZMD.\nCustomer: Cómo te comenté no estoy en mi casa Pero la cámara estaba registrada ayer en mi app y de un momento a otro ya no apareció \nCustomer: No me sale ni en el historial de la app\nHuman Agent: Bien, una vez que estés en casa, podrás contactarnos nuevamente con la identificación y la información del modelo.\nCustomer: Estoy en otra cuidad a 4 horas \nCustomer: No hay otra forma ?\nHuman Agent: No, necesito tener el número de identificación de la cámara para buscarlo, así que lo necesitaré.\nCustomer: En la factura de Amazon no aparece eso?\nHuman Agent: \nNo, esto no estará en la factura, está en la propia cámara.\nCustomer: Cuantas camaras salen conectadas ? Deberían haber 4.. no sé si en la app se pueden ocultar las camaras\nHuman Agent: Hay 3 cámaras vinculadas a la cuenta en este momento."]
["Customer: I need a customer service number\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?"]
["Customer: Hi, I have a problem with my cameras. I just changed my internet connection and they have stopped working since I changed. How can I fix this?\nCustomer: What is the inicial setup process?\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: I want set up Zmodo camera \nCustomer: Set up new camera to my account \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: please have a service tech call me at 321 759 3868 to help\nCustomer: Agent\nCustomer: please have an agent call me at 321 759 3868\nHuman Agent: I can schedule you a callback if you would like. We do not have any times available today, but I can schedule you tomorrow. We do our callbacks from 9AM-12PM and 1PM-5PM CST.\nHuman Agent: I will need what time you want your callback, your name, and your account email (if you have one).\nCustomer: tomorrow at 4:00 Louis sales@flkeylimepies.com\nHuman Agent: Alright, and can you give me a little information about the issue you would like a callback from?"]
["Customer: I cannot get my camera to work.I think I may need to purchase a new one\nCustomer: There are no lights at all. It won't turn on\nCustomer: It is broken. I need a new ca6\nHuman Agent: Hi my name is Wendy.\nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with."]
["Customer: I have several Zmodo cameras but on my phone, phone broke how do I get yhem to my new phone and email\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: I would like to be connected to customer service \nCustomer: Agebt\nCustomer: Agent\nCustomer: When will the maintenance be done \nHuman Agent: Hi my name is Wendy\nHuman Agent: Please let me know what questions you have."]
["Customer: Where do I go to change the Wi-Fi settings?\nCustomer: How do I get the camera to connect to the new wi-fi?\nCustomer: Ok,  thank you!\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Such on establishing a video channel\nCustomer: Zmodo app is stuck establishing a secure video channel\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Is this for the device named Home?"]
["Customer: Can’t see all my cameras on nvr view\nHuman Agent: Hi my name is Wendy.  Cameras named Office & Shop are not compatible with NVRs.   You can only view these 2 cameras on the app."]
["Customer: I just set up a subscription.  I want to make the charges to my company card.  The subscription went through the app and did not give me a choice of cards to use.  \nCustomer: Subscription charges.  \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. It looks like you are subscribed via apple, so it used the payment method linked to your apple account."]
["Customer: Connect to a new wifi \nCustomer: It doesnt Connect \nHuman Agent: Hi my name is Wendy.  Cameras named Lanai, back, front garage show offline.  Are these the cameras you are wanting to setup?"]
["Customer: Give me a call please 6627363686\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: I just got a camera on shopgoodwill and am having trouble getting it hook up\nCustomer: Solid blue.  After doing all of this steps\nCustomer: I cannot see it on my zmoto app\nCustomer: I cannot see the camera\nHuman Agent: Hi my name is Wendy.  Please provide the device ID on your camera. Check the sticker on the device, which might start with ZMD or GSG.  \n\nCustomer: Now solid green\nHuman Agent: Please provide the device ID on your camera. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Can’t join iPad blinking blue not steady camera won’t join already have other camera working\nCustomer: -1\nHuman Agent: Hi my name is Wendy\nHuman Agent: What is the device ID on the camera you are wanting to setup?\nHuman Agent: the ID will be listed on a sticker on the camera and it will start with ZMD or GSG"]
["Customer: Troubleshooting\nCustomer: I unplugged a camera I have had for years and it will not reconnect\nCustomer: Is solid blue\nCustomer: I deleted the camera to try and add again.  When I search it doesn't show\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I'm consulting you.  I no longer have the manual.  Is there a number I can call\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: Tried that it will not allow the submit\nHuman Agent: Make sure you do not have an y dashes, spaces, or parentheses in your phone number. It will only accept it if it is just the numbers."]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Who can see my camera\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?\n\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: Beam extender not working\nCustomer: All other camera are working\nCustomer: Door camera and back yard camera and living camera are working but the beam is not connecting\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the ID from the back of the beam?"]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Agent\nCustomer: Please have someone call me at 210-392-7576. Kim Tindall. \nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: I need customer service to call me about sharing a device to my husband. I need to speak to a human. 210-392-\nCustomer: 210-3927576\nHuman Agent: You are speaking with a human currently. If you want to arrange a new callback for a future time, you can use the appointment button I sent. Otherwise I'd be happy to help here now. \nCustomer: Done. \nHuman Agent: Okay, would you like any help from here for now or would you like to just wait until the call?"]
["Customer: Troubleshooting\nCustomer: Do all cameras use QR to reprogram?\n\nCustomer: 1\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Is there a particular camera you are trying to set up?"]
["Customer: HI. I am going to New York in a few days and want to know if you have stores there \nCustomer: Stores in New  York\nCustomer: Do yo have stores in New York ?\nCustomer: -1\nCustomer: Do you have phisical stores in New York ?\nCustomer: Store adress\nHuman Agent: Hi my name is Wendy.  We do not have any retail locations.  \nHuman Agent: You can purchase Zmodo products on Zmodo.com and Amazon"]
["Customer: Good morning, How can I change my router name to another name router?\nCustomer: Troubleshooting\nCustomer: Which avenue do I take to change router name to new router name?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you meaning you would like to set up the cameras on a new network?"]
["Customer: Agent"]
["Customer: How do I reset my Zmodo camera?\nCustomer: I can’t log in to the Web App. How do I reset password?\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Are you needing help with camera ZMD11JR83001656? ZMODO LIVINGRM"]
["Customer: I had a couple old cameras fail this summer. I ordered replacements but do not see the options to delete the old cameras.  It only displays reset.\nHuman Agent: Hi my name is Wendy.  Are you wanting to delete cameras from the app? or from the NVR?"]
["Customer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Both\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: How do I reset my outdoor camera model zp-ibh2j-w?\nCustomer: The light is solid blue but when I check the camera I can’t see anything \nCustomer: Lens's is cleaned \nCustomer: The lens has been cleaned and still not working. \nCustomer: Troubleshooting\nCustomer: How do I change the wifi?\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: I see (2) cameras that are offline connected to this account.\n\nZMD13F3EC239633 offline4 and ZMD13I5DA259601 CH1.  Are you needing help getting these 2 cameras back online?"]
["Customer: I need a phone call\nCustomer: Can you call me now?\nHuman Agent: You can tap on Schedule Call if you would like to make a callback appointment.\nCustomer: Call me 530-263-7997\nCustomer: Every time I try to schedule a call, it will not let me submit it\nHuman Agent: IF you have the dashes in your phone number, then you will need to delete them when you are entering it in to the callback form.\nHuman Agent: Just the number, no dashes, spaces, or parenthesis."]
["Customer: Set up\nHuman Agent: Hi my name is Wendy.\n\nPlease provide the device ID of the camera that shows the solid blue indicator light. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: \"Agent\"\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you?"]
["Customer: I'm unable to connect to my camera but it's sending me notifications of movement. \nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: talk to agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: hi kyle i unplug everything still no zmd sap there\nHuman Agent:  I sent the info before for you to follow. Are you able to contact us while logged into your account instead of as a Guest? this will make thigns smoother for chatting purposes. You are currently contacting as a guewst and thats in aprt why new chats start over and over again.\nCustomer: ok i got the zmd sap\nCustomer:  thanks for your help\nHuman Agent: Fantastic, Have a great day."]
["Customer: Having trouble adding camera to my account not sure how to model # zp-ibh15-w\nCustomer: Ok but my camera doesn't have a qr code on it that I can find\nCustomer: The camera model I have doesn't have a qr code to scan\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are wanting to setup?  The ID will be listed on a sticker on the camera and it will start with ZMD\nCustomer: Yes\nHuman Agent:  What is the device ID on the camera you are wanting to setup?  The ID will be listed on a sticker on the camera and it will start with ZMD\nCustomer: Zmd14e9da225262\nHuman Agent: ZMD14E9DA225262 is online.  its connected to at----@gmail.com\nHuman Agent: do you have access to this other email account?\nCustomer: It is my landlord I bought the cameras from her but I don't have access to her email her name is anna Atchley \nHuman Agent: You would want to unplug the camera from power until the camera can be setup to your own account.\nHuman Agent: You could ask her to delete the camera from her account, then you can setup the camera to your own account.\nCustomer: How do I get it removed from her account I got five cameras from her and I'm guessing I'll have to get all remobe\nHuman Agent: You could ask her to delete the camera from her account, then you can setup the camera to your own account.\n\notherwise I can contact the previous account on file requesting the device/s to be unbound. If I do not receive a response within 30 days or if I receive approval from the account holder, the device/s will be deleted from the previous account. If the request is denied then I would need the original invoice for anything further.  I would need the device IDs on all 5 cameras though.\n\nHuman Agent: Just let me know if you would like me to send out the unbind request for you.\n\nI would need all 5 IDs in order to send out the unbind request."]
["Customer: I have a new phone and new WiFi \nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you are trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: 1800 number \nHuman Agent: We do not have inbound phone support. You can arrange a callback for a future time if you would like or I'd be happy to help you from here now."]
["Customer: Need some information on my account so that I can make my payment.  I’ve been trying for a long time and I can’t seem to get anyone to help me.  🤷‍♀️🤷‍♀️🤷‍♀️🤷‍♀️🤷‍♀️🤷‍♀️\nCustomer: Where do I call?\nCustomer: I need someone who can help me with my account please.  \nCustomer: Agent\nCustomer: Thank you!\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account, one moment \nHuman Agent: It looks like your account was previously subscribed through apple, if you wish to update any payment info you would open your apple account, click subscriptions or payment then update the info from there."]
["Customer: Troubleshooting\nCustomer: Phone number so I can call\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\nCustomer: I need a phone number \nCustomer: If I can't talk to a person I'll have to cancel my plan \nHuman Agent: There is not a phone number that you can call in to, but we do callback appointments. You can tap on Schedule Call to \nHuman Agent: There is not a phone number that you can call in to, but we do callback appointments. You can tap on Schedule Call to make a callback appointment.\nCustomer: What am I paying for u record nothing \nCustomer: I need to cancel this shit you all are not recording shit at my house .n I won't all my money back\nHuman Agent: The subscription on your account is the Monthly Premium Plan for four devices. You can tap on Playback to view the recorded footage of the last 7 days from a camera.\nHuman Agent: I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?"]
["Customer: Troubleshooting\nCustomer: My cameras stopped working \nCustomer: My lights are flashing green \nCustomer: They were already connected \nHuman Agent: Hi my name is Wendy\nHuman Agent: Cameras named watch out & mini are offline.  If the indicator lights are blinking green that means they are in setup mode ready to be setup.\nHuman Agent: any change to your router? or update to your wifi name/password?"]
["Customer: I'm wondering how come there's no sound in the live videos I paid for platinum figuring that would give me sound am I doing something wrong\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Do your cameras have antennas connected?"]
["Customer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I need to reactivate my premium cloud account. My Wi-Fi changed and I deleted all my cameras to re connect since I was having issues\nHuman Agent: Okay, First you would want to make sure all the cameras are set back up and connected that you want to subscribe again, after that you would go to the cloud section of the app and resubscribe. \nCustomer: Ok all cameras are on line. Will it charge me again for the subscription \nHuman Agent: it looks like your previous subscription was through apple, for apple as long as you choose the same plan you had previously and the same amount of cameras it will not charge again it will just reactivate the plan and enable the cameras."]
["Customer: Set up\nCustomer: Hello, I’m having trouble setting up my camera\nCustomer: The LED light is on blue model number is ZH1ZV2DW. \nCustomer: Can you send me the username that the camera is connected to?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you able to send me this cameras ID number? It will be on the cameras sticker, you can take a picture of that sticker and send that into the chat for me to look up."]
["Customer: Set up\nCustomer: How do I connect my new cameras I have a old one already \nCustomer: How do I do that I had help by y'all \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: No puedo conectar las camaras \nCustomer: I can't connect the cameras\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: My camera won’t establish a secure connection. I’ve followed all of the steps several times. \nCustomer: It has a green light. The last time it worked was Feb 4"]
["Customer: I just change router and need relink my cameras to My new wifi but i can't de-link them from they account first\nCustomer: Understood right away\nHuman Agent: Hi my name is Wendy.  Your cameras will need to be setup to get them online again.  All of your cameras use QR code setup.\n\nare the indicator lights blinking green?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Troubleshooting\nCustomer: Are you speaking Spanish?\nCustomer: Agent\nHuman Agent: ¿Cómo puedo ayudarte?"]
["Customer: Customer service please\nHuman Agent: How can I assist you?\nCustomer: Can someone please call me\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: It will not let me schedule a call\nHuman Agent: It will not let you submit if you have any dashes or spaces in your phone number. Make sure it is just the numbers of your phone number.\nCustomer: Ok thank you\nHuman Agent: You're welcome.\nCustomer: Yes thank u, all good, waiting for a call. I appreciate u\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Unable to download app and setup device \nCustomer: Unable to setup cameras\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nHuman Agent: Also if the camera is brand new, please let me know the model of camera."]
["Customer: ds\nHuman Agent: erae"]
["Customer: Need help with reconnecting wifi\nCustomer: I have 5g WiFi it says my cameras do not work with my WiFi\nCustomer: Router settings?\nHuman Agent:  Hello, you've reached customer care, my name is Kylie.  If your Wi-Fi is only 5GHZ the cameras will not be able to connect to it, it ahs to be a dual signal with the 5GHZ and 2.4GHZ or just 2.4GHZ for them to connect and be setup on the network gain."]
["Customer: Troubleshooting\nCustomer: I tried for several hours to reconnect my camera with the QR code and it didn’t work. Camera is still flashing green and blue it’s rather frustrating \nCustomer: -1\nCustomer: WiFi is good signal is great how can I reconfigure the camera \nCustomer: Camera won’t reset \nCustomer: Need to connect camwra to network are you able to assist it’s flashing green and blue \nHuman Agent: Hi my name is Wendy.  Garage & front division cameras show offline.  Are these the 2 cameras you are wanting to setup?"]
["Customer: My house is robbed\nCustomer: I need to talk to a live agent\nCustomer: On\nHuman Agent: How can I assist you?"]
["Customer: Set up\nCustomer: I purchased cloud service for multiple cameras for $49.99/yearly but one camera quit working so I purchased another one to replace it and now it won’t link to the previous cloud purchase. \nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  You will want to enable the cloud plan on the camera.\n\nGo to the Store tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom."]
["Customer: Why is my cameras not working \nHuman Agent: Hi my name is Wendy.  All 4 of your cameras show offline.  Any change to your router or wifi name/password?"]
["Customer: Set up\nHuman Agent: Hi my name is Wendy.  Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Set up\nCustomer: Hello trying to set up camera but not working\nCustomer: Flashing red\nCustomer: I tried moving the location but same thing happened\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on your camera. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: I cannot set up my camera stating.Already have it another account\nCustomer: I want to unlink it and start over\nCustomer: My account is showing no cameras link for me to tap on\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you send me the cameras Model and ID number, the ID will start with ZMD,"]
["Customer: I don’t get doorbell notifications on my iPhone but my wife does and I am the primary \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Have you tried deleting and reinstalling the app at all?\nHuman Agent: it may be that some of the permissions for notifications may not be allowed, first thing you can try is to delete and reinstall the app, if that does not work then you may also want to check in the phone settings the notification settings for the phone itself and the app to make sure all permissions are allowed for the app."]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: How can we talk to a person on a the phone\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: To speak with a call scheduler when can I talk to some one\nHuman Agent: Okay\nHuman Agent: I sent the call scheduler now, let me know if you have any questions or trouble with the scheduling. \nCustomer: We are going to look for different cameras \nHuman Agent: Okay that's no problem, have a wonderful day.\nCustomer: I need to talk to someone now \nHuman Agent: That would not be possible as that timeslot is full for the day already.\nCustomer: Your support system is a joke, I used to call when I had an issue, and get help right away. Now you tell me I can't get help unless it's on your time, give me a break. I will no longer recommend zmodo products to anyone! If ya can't get the help you need, when you need it then why buy zmodo?"]
["Customer: Update \nCustomer: System update \nCustomer: Run\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Are you wanting to update the firmware on back door camera?"]
["Customer: Smartz downloaded on tablet \nCustomer: -1\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Troubleshooting\nCustomer: connect to wifi \nCustomer: how to connect camera to wifi\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you are trying to set up? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Living room \nHuman Agent: Hi  my name is Wendy.  Living room and Thing 2 cameras are offline.  Are the indicator lights on the cameras blinking green right now?"]
["Customer: Troubleshooting\nCustomer: Customer service \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you setting up a new camera or a camera that was setup previously?"]
["Customer: Cannot get my cameras to connect...I am new manager here, cameras came with bldg\nCustomer: Cameras are solid blue light\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\n\nCustomer: GSG56JGC0055137 \nCustomer: GSG56JGC0055141\nHuman Agent: GSG56JGC0055137 is a Goaofoeoi GS-H2931-V330 camera.  Goaofoeoi handles support for their cameras.  One moment I will get the email for you.\nHuman Agent: Email:  Andrew@szqunanjie.com \nCustomer: Ty"]
["Customer: I have two cameras premium plan subscription only one have 7 days storage why the other one indoor camera doesn't have the 7 days storage?\nHuman Agent: Hi my name is Wendy.  One moment let me check your account.\nHuman Agent: ZMD19G4IH414680 Moltke front N.V., ZMD19H3I8D38909 Moltke back both are recording footage but it looks like ZMD19H3I8D38909  was powered on or setup just a little bit ago.  The camera will only record footage when it is online."]
["Customer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you trying to set up the camera that used to be on your account with ID 045C06083448LQB?"]
["Customer: Keeps saying bound to another account \nCustomer: How do I get them to work\nCustomer: How do I update my user name\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If the camera is bound to another account we will need to go through the unbind process to remove the cameras from the account unless you have access to it then you can also remove the device. For that I will need to look up the device ID numbers, this will start with ZMD and be on the cameras sticker."]
["Customer: Troubleshooting\nCustomer: Zmodo says there is an update but it always fails when I download it.\nCustomer: -1\nCustomer: It fails to download. \nCustomer: I have a strong connection. \nCustomer: Are you a bot?\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?"]
["Customer: Not getting notifications \nCustomer: -1\nCustomer: I checked and still not working \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. If you go under the events section on the app, do you have any motion events listed there?"]
["Customer: Troubleshooting\nCustomer: i am not able to add more cameras i have a error message\nCustomer: -1\nCustomer: customer service phone number\nCustomer: ok\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Wif-fi password \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: Manual\nCustomer: Zh-cjbge\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Manual \nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Reset WiFi\n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you trying to set up your two offline cameras?"]
["Customer: I reset my camera  and now it says offline line \nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?"]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are needing help with?\nHuman Agent: The device ID will be listed on a sticker on the camera.  It will start with ZMD or GSG"]
["Customer: Nvr is red and not recording. \nCustomer: I’m here but it still doesn’t record. Lights still red \nCustomer: -1\nCustomer: Still not recording. \nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Nvr\nCustomer:  An someone call me \nHuman Agent: You can tap on Schedule call to make a callback appointment.\nCustomer: -1\nCustomer: Done \nCustomer: Appointment set up\nHuman Agent: Alright, then we will give you a callback during your scheduled appointment time.\nCustomer: Waiting in a call back\nHuman Agent: As I mentioned, you will receive a callback during the scheduled appointment time. You scheduled a callback for 2-3 PM CST.\nHuman Agent: Do you have any other questions?"]
["Customer: Help setting up cameras\nCustomer: Need phone number to talk! Please mine is 318-267-1780 senior needing help! Thanx\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\nCustomer: Speak to rep ! Please\nHuman Agent: Over chat or over phonecall?\nCustomer: Phone call\nHuman Agent: Okay, I sent the call scheduler for you to submit a callback.  All the times are for central time zone and don't put any spacing or dashes in the phone number or else it will not submit. \nCustomer: 3182671780\nHuman Agent: You have to fill out the call scheduler I sent above\nCustomer: I did fill out but won’t go through! No help\nHuman Agent: Can you send me a screenshot of how it looks after you fill it out?\nCustomer: I filled all info and came back asking date time I filled out and said needed scheduling filled up but would not go back to it!\nHuman Agent: can you try again and take a screenshot of how it looks after you fill in the info?\nHuman Agent: Sent the sceduler again for you"]
["Customer: Set up\nCustomer: Update Wi-Fi password for ZP – IBH27 – W\nHuman Agent: Hi my name is Wendy.  Your cameras named 2, smart device, 3, & 4 are offline.  Are these the cameras you are needing help with?"]
["Customer: Troubleshooting\nCustomer: What is the phone number for tech support?\nCustomer: Customer care agent \nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Troubleshooting\nCustomer: How do I get the cameras to individually show on my phone.  I think I have done this before but cannot remember how to do it.\nCustomer: -1\nCustomer: I don't need to adjust the settings I need to add the images from each camera individually.  I only have a \"home\" shot that shows all four cameras.\nCustomer: Perhaps I should speak with a customer service representative.\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: How do i add a camera to the cart\nHuman Agent: Hi my name is Wendy\nHuman Agent: Are you trying to purchase a camera on the Zmodo.com website?\nHuman Agent: tapn on \"add to cart\""]
["Customer: Como comparto una cámara con otro usuario\nCustomer: Troubleshooting\nHuman Agent: Hola, te has comunicado con atención al cliente. Te habla Marcela. ¿Podrías darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras."]
["Customer: One of my camera won’t connect it’s ayear old never been used\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Are you guys going to every make and solar cameras or door bells\nCustomer: ?\nCustomer: Solar cameras \nHuman Agent: Hi my name is Wendy.\n\nWe do not have solar powered cameras and we are completely out of stock of doorbell cameras and do not have an estimated restocking date.\nHuman Agent: Make sure you are signed up for the Zmodo newsletter to be notified when we release new products.\n\n\nHuman Agent: On Zmodo.com scroll down near the bottom of the screen where it says \"enter your Email for News or Promos\""]
["Customer: wifi will not connect\nCustomer: ZMD-SAP connected with out wifi\nCustomer: Not metered/connected with out internet\nCustomer: wifi not provideing internet connection\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: yes zmd19g4lh413734\nHuman Agent: Thank you for the ID\nHuman Agent: Can you send me a picture of the ID sticker? \nCustomer: no i am done returing everything"]
["Customer: Black Camera mounts\nCustomer: I'm trying to find some replacement black camera mounts.\nHuman Agent: I do not think we have any black camera brackets for sale. If the cameras are still under warranty, then you would be able to fill out the RMA form to replace the brackets.\nCustomer: ok"]
["Customer: What is the customer service phone number \nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have inbound calling, only outbound done via schedule. I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\nCustomer: Phone call please \nCustomer: ?\nHuman Agent: Okay, it looks like since you are contacting as a Guest I will need to take down your information and fill out the scheduler for you, what is your name, phone number, email,"]
["Customer: One of my devices says it's offline \nHuman Agent: Hi my name is Wendy\nHuman Agent: ZMD19I2IH402638 named Smart device shows offline.  What color is the indicator light on the camera? and is the light blinking or solid?"]
["Customer: Set up\nCustomer: Camera is not capturing QR code \nHuman Agent: Hello, you've reached customer care, my name is Kylie, is this a new camera or one you have setup in the past?"]
["Customer: Zmodo not able to store footage or access them\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you?"]
["Customer: Set up\nCustomer: How do I connect camera to new wifi?\nCustomer: What is initial setup process\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  Cameras named Desk & Door use QR code setup.\n\nAre the indicator lights on both cameras blinking green right now?"]
["Customer: What is the name of this app?   Setting up new iPhone and cannot locate the app to download \nCustomer: What\nHuman Agent: Hi my name is Wendy.  meShare app"]
["Customer: Customer care agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?"]
["Customer: I am trying to speak with a live agent\nI need a 1800 number to call or for someone  to call me\n\nCustomer: Agent\nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. we do not have inbound calling only outbound calling via schedule, I will send you the call scheduler into the chat now for you"]
["Customer: how can i change the wifi provider on a specific camera \nCustomer: change wifi on camera\nCustomer: how\nCustomer: 1\nCustomer: How to change wifi\nCustomer: How to change wifi\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Don't  have information  to restart  my cameras \nCustomer: I don't have that information \nCustomer: I need a number to call Text support \nCustomer: Agent\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device in order to assist you properly, can you send me the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid."]
["Customer: Please call me back\nCustomer: I missed my call\nCustomer: Please send me links for call back\nCustomer: I just missed my call\nCustomer: Agent \nCustomer: Customer care agent\nCustomer: Agent \nCustomer: Hello\nHuman Agent: Hello, you've reached customer care, my name is Kylie. you will have to reschedule the callback we are unable to call you again without being on the schedule once more"]
["Customer: Hi\nCustomer: Troubleshooting\nCustomer: How can I connect my cameras to app\nCustomer: -1\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: What are the device IDs on the cameras you are wanting to setup?\nHuman Agent: The device ID will be listed on a sticker on each camera and will start with ZMD or GSG"]
["Customer: Set up\nCustomer: Set up"]
["Customer: Español?\nCustomer: Agente\n\nCustomer: Hola\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?"]
["Customer: I am trying to get my camera to transmit to my phone. Can you help?\nCustomer: purple\nCustomer: will I be able to see pictures from the camera on my phone?\nCustomer: I need to reactivate my Zmodo \nCustomer: Troubleshooting\nCustomer: I reactivated my account but still it is not connected to my cell phone\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera?\nHuman Agent: The ID will be on a sticker on the camera starting with ZMD or GSG"]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Hey having issues installing my camera\nCustomer: Red\nCustomer: Cameras not working \nCustomer: Set up\nCustomer: Saying invalid \nCustomer: Troubleshooting\nCustomer: QR code saying invalid \nCustomer: Hello\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Good Morning: I am looking for an outdoor camera system that I can hook up to power outlet instead of wifi\nCustomer: Good Morning: I am looking for an outdoor camera system that I can hook up to power outlet instead of wifi\nCustomer: I have had a zmodo system before, that we pulled into an outlet for power and were able to see on my phone through the app.  I recently tried a different camera system that connected to wifi but I had nothing but problems with it losing the connection\nCustomer: I have had a zmodo system before, that we pulled into an outlet for power and were able to see on my phone through the app.  I recently tried a different camera system that connected to wifi but I had nothing but problems with it losing the connection\nCustomer: 1\nCustomer: 1\nHuman Agent: Hi my name is Wendy.\n\nAll the cameras currently for sale on Zmodo.com connect to your router wirelessly but each camera includes a power adapter that runs from the camera to a wall outlet to power the camera.\nHuman Agent: Hi my name is Wendy.\n\nAll the cameras currently for sale on Zmodo.com connect to your router wirelessly but each camera includes a power adapter that runs from the camera to a wall outlet to power the camera."]
["Customer: Need phone number for support \nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: Schedule a call\nHuman Agent: Tap on Schedule Call to make a callback appointment.\nCustomer: Send link again"]
["Customer: Device won’t connect \nCustomer: -1\nHuman Agent: Hi my name is Wendy.  Are you needing help with camera named living room?"]
["Customer: Set up\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: No connection \nCustomer: Router is working \nCustomer: Camera won’t connect \nHuman Agent: Hi my name is Wendy.  front cam 1 & 2 show offline.  Are you needing help getting them setup again?"]
["Customer: Set up\nCustomer: Set up newcamera\nCustomer: -1\nCustomer: Green/blue not on.  Next ?\nCustomer: Set up\nCustomer: Ok. Green blinking.  Next ?\nCustomer: What do I do to configure\nHuman Agent: Hi my name is Wendy\nHuman Agent: Are you setting up Pbarn or Mike's Peyote Cam right now?"]
["Customer: Set up\nCustomer: I can’t get the QR code to be read on my phone. Is there another option?\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  Are you able to send me the cameras Model and ID number? I will look it up, the ID wills tart with zmd on the cameras sticker."]
["Customer: My video camera not working \n\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Green Light is on \nCustomer: The green light in bickering \nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Set up\nCustomer: Changing device wifi\nCustomer: Connecting device to wifi extender\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this camera currently bound to this account and online? or is it offline?\nCustomer: Troubleshooting\nCustomer: Led light status"]
["Customer: Can’t connect my cameras to my new router\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: schedule call\nCustomer: i need to schedule a call\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Hello! Is there a way to speak to a support person on the phone?\nCustomer: Hi Dillon \nHuman Agent: Hi, thank you for contacting support. My name is Dillon.  You may schedule a call via this button if you would like for a future call or I'd be happy to help you from here for now if you would like."]
["Customer: Set up\nCustomer: I inadvertently x out my living room\nCustomer: 1\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?\n\nCustomer: I deleted living area on my Zmodo. Can I get it back.\nHuman Agent: Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Hold on please I’m not home right now.\nHuman Agent: How soon will you be home? \nCustomer: I’m about 30 minutes away\nCustomer: I can ck back in the morning if that is ok"]
["Customer: Hello, is there anyway you can remotely reboot my NVR?\nCustomer: Hello, is there anyway you can remotely reboot my NVR?\nCustomer: reboot nvr\nCustomer: remotely reboot my NVR\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie. All of the cameras on the account are currently offline, rebooting the NVR wont help with that."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: My android still will not find the zmdsap network\nCustomer: -1\nCustomer: Still will not find\nCustomer: Speak in person\nHuman Agent: Hello, you've reached customer care. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Can you send email for me to send picture for my zmodo carmera to setting \nCustomer: You send your email to me\nHuman Agent: Hello, my name is Grant. You can send an email to support@zmodo.com if you would like."]
["Customer: Troubleshooting\nCustomer: I have 4 Zmodo cameras, I successfully installed 3 and having a hard time with the last one \nCustomer: -1\nCustomer: How can I get solid blue on my camera \nCustomer: I do exactly the same set up with other 3 cameras \nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are wanting to setup?  \nHuman Agent: The ID will be listed on a sticker on the camera and will start with ZMD or GSG"]
["Customer: Zmodo camera won't connect to wifi\n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD."]
["Customer: thyank you i am looking for a 16 port zomodo dvr rj45\nCustomer: i am looking for  advr with rj45 ports\nCustomer: dvr with rj45  ports 16 channels\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. We do not have any DVRs for sale currently."]
["Customer: Set up\nCustomer: How do I view second camera\n\nHuman Agent: Hi my name is Wendy.  Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with."]
["Customer: Set up\nCustomer: Hola \nCustomer: No speack inglés \nCustomer: Agente \nCustomer: 1\nCustomer: Agente \nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?"]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: I can not access any of my live camera feeds\nThe motion mode is working and I am receiving notifications \n\nCustomer: -1\nHuman Agent: Hi my name is Wendy.  You are unable to view the live feed from any of your cameras?  You are trying to view the live feed from the Zmodo phone app?"]
["Customer: Troubleshooting\nCustomer: talk to agent\nHuman Agent: How can I assist you?"]
["Customer: Troubleshooting\nCustomer: I think my hard drive / modem went out, I tried leaving it unplugged for over an hour and I've disconnected all the cables and held down the reset button for over 2 minutes and it's not working, anything I can do to fix this issue? \nCustomer: It's your device. Isn't this the Funlux help desk that's in the Funlux app?\nCustomer: Can you help me or not,  that's the question? \nCustomer: My cameras aren't working\nCustomer: Troubleshooting\nCustomer: Phone number to connect to Funlux\nCustomer: Phone number for troubleshooting \nCustomer: Agent\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Set up\nCustomer: My QR code is not scanning\nCustomer: -1\nCustomer: Red light blinking\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? It will likely be listed on a sticker on the camera and will generally begin with ZMD or GSG. \nCustomer: Hell o& the ID number is GSG56JGC\n0031891\nCustomer: Hello are you still there?\nHuman Agent: Yes, one moment as I look it up. \nCustomer: Thank you \nHuman Agent: This seems to be a Goaofoeoi camera so you would need to contact their support team for assistance with setup. One moment, I can get you their email. \nHuman Agent: piggyxlin@163.com is their contact email. \nCustomer: Phone number?\nHuman Agent: I do not have any information on a phone number for them so I'm not sure whether they do or do not have one. You may be able to check with their email to see if they do. \nCustomer: I had an account with you, are you still able to pull up my information?\nHuman Agent: Yes, I see you are contacting from one account while the device is on another account. \nCustomer: Another account? What do you mean?\nCustomer: Can you give me some more details? I should only have one account \nHuman Agent: The camera you are trying to set up is on an account under a different email that starts with ms and is at icloud.com. If you need assistance removing it, you would need to work with Goaofoeoi's support team on that as we would not be able to unbind the camera for you."]
["Customer: My one camera won't update and is all black\nCustomer: Wifi is the same\nCustomer: Camera won't update \nCustomer: -1\nCustomer: Won't update and video os black\nHuman Agent: Hi my name is Wendy.  The camera you are needing help with, is it backyard camera?"]
["Customer: Need help connect my ZP-IBH13-W camera to my wifi\nCustomer: why i can't get the screen where ask me to configure the camera\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: I had to change my wifi router and set up my camera again.  How do I transfer my subscription from the old router?\nCustomer: I don't need help with my router.  My paid subscription is still attached to the original router.  It is the same camera but is using the new router. \nCustomer: You are wanting me to do a new subscription for the camera.  Will I get a refund on my original subscription?\nCustomer: Please tell me how.\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: Would you please call me back 4073679849 I am having issues. It's saying the Camaras are already in the account. But do not show up on the app\nCustomer: Need to talk to a live agent \nCustomer: I don't have access to the camaras. \nHuman Agent: You can tap on Schedule Call if you would like to make a callback appointment."]
["Customer: I have been trying to resubscribe and it won’t let me\nCustomer: Agebt\nCustomer: Agent\nCustomer: ???\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Do you get an error when you try to subscribe?"]
["Customer: Hi I cannot access playback for my footage \nCustomer: Does my account have premium?\nHuman Agent: Hi my name is Wendy.  I don't see any cameras connected to email shannonhayden0@gmail.com.\nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with."]
["Customer: How do I reprogram my camera after resetting it\nHuman Agent: You would just want to setup the camera again with the initial setup method to connect it to the Wi-Fi network."]
["Customer: I need to cancel my account\nHuman Agent: Hello, my name is Grant. Are you trying to cancel the subscription on your account?"]
["Customer: Troubleshooting\nCustomer: I unplugged my camera and now it says it’s off line \nHuman Agent: Hi my name is Wendy.\n\nDid you unplug camera named back porch? back porch shows offline."]
["Customer: Hi, does Zmodo offer cameras with a higher quality image then what the cameras I currently have offer?\nCustomer: 1\nHuman Agent: Hi my name is Wendy.  The cameras you have are 720p cameras.  We have 1080p cameras available on Zmodo.com \nHuman Agent: The 1080p wifi cameras available on Zmodo.com work with just the app though -they are not compatible with Zmodo NVRs."]
["Customer: Do you speak spanish? \nCustomer: Agent\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?"]
["Customer: I need to speak with someone about getting an official copy of the video for law-enforcement\nCustomer: What’s the phone number to your support agents directly?\nCustomer: Agent\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Hi, i have trouble with my connection\nCustomer: One of them is not connect\nCustomer: WiFi connection\nCustomer: The device is ZMD24FSH4001340\nCustomer: OK\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  Is this a new camera or one that has been setup before in the past?"]
["Customer: Set up\nCustomer: My wifi password has changed and I can't find how to change the devices to the new password \nHuman Agent: Hi my name is Wendy.  Are the indicator lights on cameras named garage1, side of house, front of house, and garage blinking green right now?\nHuman Agent: The cameras will need to be setup to the new wifi info"]
["Customer: Set up\nCustomer: Hello I just start paid my monthly payment but my camera it's not working \nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with."]
["Customer: no ablo ingles\nCustomer: como coneto la camara al telefono\nCustomer: Set up\nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon. ¿Cuál es el ID que aparece en la cámara que está configurando? La identificación debe estar en una pegatina en el dispositivo o en su soporte y generalmente comenzará con ZMD.\n\nCustomer: zk8-xa05-wc\nHuman Agent: Esa no es la identificación. La identificación no tendrá guiones.\n\nCustomer: D/static_file/fd61127754_1_20241003141600.heic\nHuman Agent: ¿Enviaste una imagen? No parece cargarse.\n\nCustomer: 13NW17PK000901N\nHuman Agent: Lamentablemente, este dispositivo ya no es compatible con la aplicación."]
["Customer: I need to set up my camera to my wifi\nCustomer: How\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera or one that you previously used?"]
["Customer: Set up\nCustomer: I am trying to set up a system that was left at a house I just bought. \nCustomer: The camera isn’t showing a led lighting up\nCustomer: A red led comes on for a split second and then goes off\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera that you are needing help with?\nHuman Agent: The device IDs will be listed on stickers on each device.  They will start with ZMD or GSG or 1."]
["Customer: Please delete my account \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you wanting to delete your account or are you only wanting to delete cameras from an account?"]
["Customer: Troubleshooting\nCustomer: I changed my router. The Zmodo base is connected to my router by hardwire. Can’t connect to my cameras\nHuman Agent: Hi my name is Wendy. \nCustomer: Set up\nHuman Agent: The cameras will need to be setup to the new wifi info.  Are the indicator lights on the cameras blinking green right now?"]
["Customer: How to change password \nCustomer: How can we reset the password?\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. To reset your Zmodo account password, please visit https://user.zmodo.com/changepwd\n\nYou'll be prompted to enter your registered email or phone number to receive a verification code, confirming your access to the account. Once verified, you can then proceed to set a new password."]
["Customer: Closing my account \nHuman Agent: Hi my name is Wendy.  Are you wanting to cancel your cloud plans?"]
["Human Agent: IM WANT CHANCE MY PLAN\nHuman Agent: Are you have Phone number\nHuman Agent: Set up\nHuman Agent: Troubleshooting\nHuman Agent: Soporte\n\nHuman Agent: Hi my name is Wendy.  One moment I will check your account to see how you are subscribed.\nHuman Agent: I am unable to cancel the subscription on my end, as you are subscribed via Google but you can follow this guide on how to cancel your subscription via Google. https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid"]
["Customer: If I change my current router setup (2.4 and 5 ghz) transmitted by separate SSIDs to a Eero Mesh network will my cameras still function?  I know in past I had problems with different routers and the cameras shutting off\nCustomer: Will my cameras work with a mesh network\nCustomer: my current system uses separate SSIDs to transmit and the mesh network will not\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Mesh networks are generally fine so long as you're still getting an adequate 2.4Ghz signal to the location of the cameras. The networks do not need to be separated."]
["Customer: No puedo instalar la cámara\n\nHuman Agent: Hola, se ha comunicado con el servicio de atención al cliente. Habla Marcela. Cerraremos la sesión en 10 minutos. Hasta entonces, puedo ayudarle. Nuestro chat en vivo está abierto de 9 a. m. a 6 p. m., hora estándar central de EE. UU., de lunes a viernes.\nHuman Agent: ¿Podrías darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD y debe estar en una etiqueta blanca en la cámara o en el soporte; normalmente está debajo de un código de barras."]
["Customer: Troubleshooting\nCustomer: Block acct\nCustomer: Agent\nHuman Agent: How can I assist you?"]
["Customer: Set up\nCustomer: No we code on device \nCustomer: No scan code on device \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: 1\nCustomer: 1\nHuman Agent: Hi my name is Wendy.  Are you needing help setting up cameras named brown's home & front door?"]
["Customer: How do I switch which internet I use\nCustomer: Where is wi-fi settings?  I don't see it\nCustomer: Galaxy s22\nCustomer: I am using a Galaxy S22 and can't find where the internet is\nCustomer: I do all that to find the internet for my phones Zmodo device\nCustomer: Okay\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If you are trying to change the internet you will have to go through the setup to reconnect the camera to the wifi."]
["Customer: I to talk to a person not txt\nCustomer: Need a phone number \nCustomer: -1\nCustomer: Customer care\nCustomer: Where\nCustomer: Where\nCustomer: -1\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Customer care agent \nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: I want to buy cameras with your app, but I can't close my order. Their is no link \nHuman Agent: Hi my name is Wendy.\n\nOn your phone's browser you can go to zmodo.com and place your order there if you are having trouble placing your order from the app."]
["Customer: I need to request a call please \nCustomer: Agent \nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: All my cameras are connected, but I’m not getting no view of them"]
["Customer: Set up\nCustomer: Not sure\nCustomer: Need the camera set up to 2232 central avenue\nCustomer: Speak to a human\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the device you wanted to set up? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \nCustomer: Ok I will need to do this when I get to the shop in 30 minutes.\nHuman Agent: Okay, agents have a lunch hour from 12-1pm CT so as long as you message right away in 30 minutes, we may be able to help then, otherwise we would next have agents in chat at 1pm. I'll also send a callback scheduling invitation in case you would prefer that."]
["Customer: Troubleshooting\nCustomer: Hi \nCustomer: How can I call and chat with someone \nCustomer: Agent \nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Trying to reset camera\nCustomer: How to set up\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are needing help with? The device ID will be listed on a sticker on the camera and will start with ZMD or GSG\n\nCustomer: Camera light flashing blue\nHuman Agent: What is the device ID on the camera you are needing help with? The device ID will be listed on a sticker on the camera and will start with ZMD or GSG"]
["Customer: I don’t have Alexa or Google Assistant. I just have 4 cameras, how do I set them up?\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Can I call someone \nHuman Agent: Hi my name is Wendy\nHuman Agent: Are you needing help with backyard 1 & backyard 2 cameras? both show offline"]
["Customer: Troubleshooting\nCustomer: Hello, someone was suppose to call me this morning  and no one did \nHuman Agent: What was the phone number that you gave for your callback appointment?\nCustomer: 7208133384\nHuman Agent: There is not a callback appointment with that phone number. Could you have used a different phone number? Or can you give me the email address for your account?\nHuman Agent: I could also schedule a callback for you later in the day. I would just need your name, phone number (if it is different from the one you provided), the email address for your account, and a short description of what you would like a callback about. We have callback appointments from 1PM-5PM CST available today."]
["Customer: Troubleshooting\nCustomer: My camera is not linking have no access\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  Are you able to send me the cameras Model and ID number? the ID will start with ZMD"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: hi\nCustomer: need to talk\nCustomer: zp 1bh15w\nCustomer: live assistance\nCustomer: live assistance\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please let me know what questions you have."]
["Customer: Set up\nCustomer: If I can’t get my cameras back on my phone, I’m deleting. I’m throwing all my Zmodo away and doing with somebody else.\nCustomer: -1\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are needing help with?"]
["Customer: Set up\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Camera not acknowledging ZMD_SAP\nCustomer: Set up\nCustomer: Agent \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Hello. One of my cameras arent working and I am away from home. We verified that it is plugged in. Im wondering if there are any suggestions. \nHuman Agent: Hi my name is Wendy.  Camera named Camara de Mamitah shows offline.  Cameras go offline if they are unplugged or if they lose connection to the router.\nHuman Agent: Is anyone on-site with the camera? What color is the indicator light on the camera? and is the light blinking or solid?"]
["Customer: Troubleshooting\nCustomer: Well I know I purchased a year plan but I get notified that I have to subscribe again even though the payment came out of my account.\nCustomer: Ok Thank you. I thought this was customer support.\nHuman Agent: Hi my name is Wendy\nHuman Agent: Let me check your account one moment please\nHuman Agent: You will want to enable the cloud plan on your camera.\nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom."]
["Customer: My subscription includes 3 devices but only 2 are showing cloud recording\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom."]
["Customer: Set up\nCustomer: Set up\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID of the camera/s  you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  Are you needing help with beta1 & alpha4 cameras?"]
["Customer: hi\nCustomer: i wnna order but cannot click add to cart\nCustomer: i tried all already\nCustomer: cannot click on add to cart button\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If an item is not letting you add it to the cart that is because it is sold out. \nCustomer: but you mentioned there also\nCustomer: sold out\nCustomer: you need to write under offer\nCustomer: because many people may be face this problem\nHuman Agent: The products sold out due to the sale, you can check periodically for a restock or you can try to search on third party's such as amazon for the camera as well, whichever you prefer.\nHuman Agent: Any other questions I can assist you with before we go?\nCustomer: no\nCustomer: bye\nHuman Agent: Okay, have a splendid day, farewell."]
["Human Agent: I need to talk with a live agent on the phone this not helping me I need someone to walk me through\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nHuman Agent: Yes sending the cameras id# smart device\nZmd16cll7208185\nZmd 16ll7209257"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: problem\nCustomer: Why can't I see 24/7 recording anymore even though I'm still paying? It only lets me see the through the alerts\nCustomer: talk to agent\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. On which device is this happening on?"]
["Customer: Bahahahaha\nCustomer: Bahahahaha\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Dj\nCustomer: Dj\nCustomer: -1\nCustomer: -1\nCustomer: Real person \nCustomer: Real person \nCustomer: Hey\nCustomer: Hey\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?\n\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: I'm trying to sign up but i can't get past email confirmation. I'm not receiving email verification code. I've tried multiple times \nHuman Agent: Hello, you've reached customer care. Could I have the email you are trying to sign up with?"]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: The app just loads forever and won't show me the camera View\nCustomer: Help\nCustomer: The office loading and not showing me the video View\nCustomer: Customer service agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. When you look at the camera does it say a brand on it anywhere?"]
["Customer: Set up\nCustomer: Hi my name is Mayra. \nI’m trying to add another device to the same account.. but, is not getting the QR code.!\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Having trouble with the website today? \nCustomer: -1\nCustomer: Is the website not working properly? \nCustomer: If I knew the problem I wouldn't be using support.\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. We do not have any reported issues. What issue are you having? \nCustomer: Yes..sorry\nHuman Agent: No worries \nCustomer: None of my cameras can find a clear channel. My cameras are on three different networks in 2 separate states 275 miles apart. The only thing they have in common is zmodo.\nHuman Agent: What do you mean by clear channel?\nCustomer: \"Secure Channel \"\n\nSo...now I have one set working. Perhaps the internet provider at the other location is off-line. Close the chat for now.  Thanks \nHuman Agent: Okay, let us know if you have any other questions."]
["Customer: Hello, we switched internet providers so I need to know how to change the WiFi on my cameras\nCustomer: 1\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Don't know what green lights flashing means...it's been months since I've had cameras...nothing seems to work and I'm paying for nothing \nCustomer: Please assist me \nCustomer: Why are green lights flashing \nCustomer: What's the next step \nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device in order to troubleshoot properly with you, can you send me all the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid. \nCustomer: ZH-IXY1D\nZK8-BFS23NM\nCustomer: Wrong information \n...I am checking further"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: The cameras are not working\nHuman Agent: Hi my name is Wendy.  Do the cameras that are not working connect to the NVR that is on your account? or are they wifi cameras?"]
["Customer: So Ap_Zap isn't showing up on my list of wifi, I reset the box,  unplugged the camera, put it next to me with all the other stuff and it is blinking green\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I see one camera that used to be on your account is already online. What is the ID of the camera you're currently working on? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD."]
["Customer: How to change WiFi?\nCustomer: How do I update WiFi on my camera \nCustomer: Network settings missing \nHuman Agent: Hi my name is Wendy.  Camera named the blueberry shows offline.  Is this the camera you are needing help with?"]
["Customer: I can not look at my cameras away from home\nCustomer: I have zmodo cameras set up in my home, I can usually check my cameras away from home but the last couple weeks when I go to look at cameras it says timed out\nCustomer: What don't u understand \nCustomer: Set up\nHuman Agent: Hi my name is Wendy\nHuman Agent: Camera named outside shows offline.  Is this the camera you are needing help with?"]
["Customer: Hello\nOk I want to know if you could tell me what model and serial numbers I have \nCustomer: Hello\nOk I want to know if you could tell me what model and serial numbers I have\nCustomer: I just asked you \nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Can I talk to a live agent \nCustomer: Hello\nOk I want to know if you could tell me what model and serial numbers I have. My warranty company needs this information \nHuman Agent: The Model and Device IDs will be on the cameras. You can also get the Device IDs from the Device Settings in the app.\nHuman Agent: You have two different models of cameras on your account, ZP-IBH15-W and ZP-IDQ1D-W.\nCustomer: Setting \nCustomer: I couldn’t find it and I can’t reach the cameras \nHuman Agent: You can tap on Settings next to My Devices. Then it will show a list of the devices and you can tap on the device to go to the settings and it will show you the Device ID.\nCustomer: No way for you to access them\nCustomer: 😔\nHuman Agent: You can see the Device IDs for all of the cameras in the app. Open the app and tap on Settings next to My Devices. Then tap on the camera that you want to see the Device ID for and it will take you to Device Settings for that camera. It will show the name of the device and right below the name will be the Device ID.\nCustomer: Hello \nCustomer: I guess you are finished with our conversation \nHuman Agent: You can see the Device IDs for all of the cameras in the app. Open the app and tap on Settings next to My Devices. Then tap on the camera that you want to see the Device ID for and it will take you to Device Settings for that camera. It will show the name of the device and right below the name will be the Device ID."]
["Customer: Troubleshooting\nCustomer: I was kicked off my devices\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Could you clarify on what you mean by kicked off your devices?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Hello mira. I bought this camera from a friend. Says it's already linked to another account. Let me in please\nCustomer: ZL8-BFS23NM\nCustomer: Lllet me in\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up this model of device, while I am working on that I will also need this devices ID number, That will be on the cameras sticker and start with ZMD, you can send a picture of it in the chat if you would like."]
["Customer: What is the IP address for the camera \nCustomer: 1\nCustomer: Is 192.168.10.2 the camera IP address \nHuman Agent: Hello, you've reached customer care, my name is Kylie. What are you trying to use the cameras IP address for?"]
["Customer: Set up\nCustomer: Can’t connect to ZMD_SAP\nCustomer: Do see option \nCustomer: Don’t see WiFi option \nCustomer: Still need help\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with."]
["Customer: Need to configure new router without affecting my current subscription,I will be naming the camera the same name\nCustomer: Fuck your automated bullshit\nHuman Agent: Hi my name is Wendy.  Cameras named front window and backup camera show offline.  Are these the cameras you are wanting to setup?\nHuman Agent: can you see the two cameras on the Zmodo app right now? they are just offline?"]
["Customer: my store is not working\nCustomer: can you provide a phone number that i can call\nHuman Agent: Hello, my name is Grant. You can tap on Schedule Call to make a callback appointment.\nHuman Agent: Hello, my name is Grant. You can tap on Schedule Call to make a callback appointment."]
["Customer: Set up\nCustomer: I’m having some issues adding a device\nCustomer: Set up\nCustomer: Set up\nCustomer: It’s not working\nCustomer: I can’t add a device\nCustomer: Still having some issues\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera or one that was setup previously?"]
["Customer: My cameras they keep saying time up\nHuman Agent: Hi my name is Wendy.  Cameras named truck entrance, 2nd entrance, and main entrance show offline. Are these the cameras that are showing a time out message?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: I need\nCustomer: Call back\nHuman Agent: We are going to be closing here in 3 minutes, please tap on the call schedule button to set up a callback."]
["Customer: Would like to speak with live person on phone to help to share on her phone \nCustomer: Agent \nHuman Agent: You can tap on Schedule Call to make a callback appointment if you would like to."]
["Customer: Troubleshooting\nCustomer: I am having trouble adding a repeater\nCustomer: -1\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  \n\nYour repeater should connect to the same router that your NVR is connected to.\nHuman Agent: Your sPoE cameras show online.  Looks like you got it connected."]
["Customer: App fails to update to the latest version\nCustomer: I have done all the above\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie. When you look at the camera what color are the lights and are they solid or flashing?"]
["Customer: How to make background dark\nCustomer: Thank you \nCustomer: 1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Do you mean the background of the app itself? You should be able to set your phone to dark mode to have the app background be dark."]
["Customer: Set up\nCustomer: i cannot scan these codes its not working to add devices \nHuman Agent: Hi my name is Wendy.  Are you setting up brand new cameras? or have they been setup before?"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Ok\nHuman Agent: Hi my name is Wendy.  Are you needing help with camera named front?"]
["Customer: Troubleshooting\nCustomer: i was given cameras, do i need special software to proceed?\nCustomer: does that require a subscrip[tion or hub?\nCustomer: can it be used with a pc\nCustomer: Set up\nCustomer: how do i start the process with old cameras\nCustomer: i never used them\nCustomer: funlux cameras\nCustomer: do i need to set up a l;og in?\nCustomer: how do i set uyp a log in\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What are the IDs of the cameras you're wanting to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: Funlux troubleshooting \nCustomer: -1\nCustomer: Model: ZP-NC18-S\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: I need help adding system to account\nCustomer: -1\nCustomer: Agent\nCustomer: Model: ZP-NC18-S\nCustomer: -1\nCustomer: Agent\nCustomer: -1\nCustomer: Agent \nHuman Agent: Could I have the device ID of the NVR you are working with? It should start with ZMD and should be on a white sticker on the NVR."]
["Customer: Why is my account saying no cloud service?\nCustomer: I tried looking for that. But couldn't find it. When I go into it it says coming soon. I know my account is active \nCustomer: I need to talk to someone, not text. Is there a phone number I can call?\nHuman Agent: Hi my name is Wendy.  I just sent you a callback invite to schedule a callback.\nHuman Agent: Hi my name is Wendy.  I just sent you a callback invite to schedule a callback."]
["Customer: One of my zmodo camera's quit working, I bought some new cameras can I replace the one that's not working on my cloud plan?\nCustomer: Can I replace one of my current cameras on my cloud plan and zmodo account with a new zmodo camera that i bought without paying more on my plan\nCustomer: Thank you!\nHuman Agent: Did you already add the new device to the account?"]
["Customer: I can't configure the camera, it doesn't read The qrcode\nCustomer: I did, but doesn't read\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you send me the cameras Model and ID number? I will look it up and see what setups it can use."]
["Customer: The question is what do you mean update my payment. I got 3 advice 2 is working\nCustomer: -1\nCustomer: You take out every month $16.23 For 3 device. Only 2 work One is offline That's the backyard But you charge me for 3 What's a month So I don't understand you say update my payment Could be a hacker\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see how you subscribed, one moment \nCustomer: I'm looking for someone to talk to. I would like someone to call me on the phone I would like someone to call me on the phone\nHuman Agent: Okay, We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\nCustomer: D/static_file/6b776e9061_1_20241122092947.png\nHuman Agent: I see the photo you sent, is tehre a reason you sent it? also did you see the message I sent above? \nCustomer: So do you need my number My number is . My second number is  817-307-9908.817-655-9905.\nHuman Agent: No, we only do our calling via schedule, I will send you the scheduler into the chat. \nHuman Agent: I sent it now, let me know if you have trouble submitting it at all"]
["Customer: Set up\nCustomer: I'm having problems with my phone for Smartz Eaze\nCustomer: Set up\nCustomer: Having problems setup from my phone\nCustomer: At some point  there was notvany problems with me going to Smartz \nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are wanting to setup?\nHuman Agent: The device ID will be on a sticker on the camera, it will start with ZMD or GSG"]
["Customer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: I have a a zmodo  camera model#ZP-ibi15-w can I backup footage to and nvr  if so what model do you recomment?\nCustomer: ok thanks\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: What is the device ID on the camera you are needing help with?\nHuman Agent: The device ID will be listed on a sticker on the camera and will start with ZMD"]
["Customer: My cameras won’t start  up to start recording \nHuman Agent: Hi my name is Wendy.  Your 4 cameras named smart device show offline.  What color are the indicator lights on the cameras? and are the lights blinking or solid?"]
["Customer: How to get the device working after changing the wifi password \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Need to change password but cannot remember the old one\nCustomer: I tried that and it asks for old password first\nCustomer: I do not know the old password.  That is the whole issue\nCustomer: Will a real person please read the response above because it is not logical.  If you can’t remember the old password-you cannot reset it by entering the old password.  This advice is useless\nHuman Agent: To reset your Zmodo account password, please visit https://user.zmodo.com/changepwd You'll be prompted to enter your registered email or phone number to receive a verification code, confirming your access to the account. Once verified, you can then proceed to set a new password."]
["Customer: Hello, I need help with playback. It has stopped working for me.\nCustomer:  I can’t playback a camera at all. \nCustomer: Yes, I’ve tried all the above.\nCustomer: It’s been happening for a few months. \nCustomer: How do I request customer care help?\nCustomer: Where is that button?\nCustomer: I need further assistance please!\nCustomer: Customer care agent please \nCustomer: I’m here\nCustomer: I just need help with playback on my cameras. \nCustomer: It stopped working for a couple of months now. \nHuman Agent: On my end it shows that all the cameras do not have cloud service so they would not have any playback unless you had a local device called an NVR, do you have an NVR?\nCustomer: Hello?\nHuman Agent: Yes I replied above"]
["Customer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: I have older cameras I haven’t used in a long while how do I reconnect them to the internet and app ?\nCustomer: I don’t have box with Q r code…and I put in the bar code and that isn’t working either\nCustomer: How can I scan bar code?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. You would scan the code in the start up guide booklet not on the camera itself to begin the setup, do you still have that?"]
["Customer: Troubleshooting\nCustomer: My dvr is not recording\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We no longer provide customer support for DVR units, They are Legacy devices and we do not support them in the app anymore and you would use the unit locally. You will have to troubleshoot this device on your own from this point forward."]
["Customer: I got an error saying that my used camera is set up on a different account. It \nCustomer: Ok thank you for your help \nHuman Agent: Hi my name is Wendy\nHuman Agent: What is the device ID on the camera?\nHuman Agent: The ID will be listed on a sticker on the camera and will start with ZMD or GSG"]
["Customer: Hi Mira, I just have a sells question.. Are the doobell camera's discontinued? or just out of stock?\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Older models are discontinued, we likely bring a newer model of doorbell"]
["Customer: Set up\nCustomer: Cannot connect the battery camera to WiFi \nCustomer: Troubleshooting\nHuman Agent: \nHello, you've reached customer care, my name is Kylie. I will need to look up the device, can you send me all the cameras ID numbers. They will start with ZMD"]
["Customer: If I pay for the platinum will that cover both cameras?\nCustomer: Ok thanks \nCustomer: That's it \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Please keep in mind the pricing is per camera."]
["Customer: Camera not recording activity. Flashing green light. \nCustomer: 1\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Being able to talk through the speaker of the camera turning on the microphone is\nHuman Agent: Hi my name is Wendy\nHuman Agent: What is the device ID on the camera you are needing help with? \nHuman Agent: The device ID will be listed on a sticker on the camera and will start with ZMD or GSG"]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Is there a phone number for support addi g cloud service for one of my cameras is not working.\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: I prefer to speak over phone\nHuman Agent: Okay, I will send you the call scheduler into the chat. \nHuman Agent: let me know if you have any trouble trying to submit it, all the times are set for central time zone and don't put any spacing or dashes in the phone number.\nCustomer: Done\nHuman Agent: Okay, great. Is there any other questions before we go in the chat here?\nCustomer: Nope\nHuman Agent: Okay, have a great day."]
["Customer: Can’t share \nCustomer: Can’t share my device. It says wrong format \nCustomer: Can’t share device. It says wrong format. Trying to add my son\nCustomer: I forgot my password \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. What account are you trying to share the device to?"]
["Customer: Set up\nCustomer: I need three new cables \nCustomer: Power cables\nHuman Agent: Hi my name is Wendy.  are you needing power adapters for your replay cameras? ch1, ch2, ch3?\nCustomer: Yes"]
["Customer: Need to change internet for the cameras \nCustomer: Been trying but they won't connect to the new internet \nHuman Agent: Hi my name is Wendy.  All your cameras use QR code setup.  Are the indicator lights blinking green right now?"]
["Customer: Aug 10 to 11 video of 2024\nCustomer: August 11 2024 video \nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you?"]
["Customer: Set up\nCustomer: need help setting up zmodo security system\nCustomer: This is a rediculous system and there has been no custormer service help. will be trashing this system and choosing another\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: I’m trying to reopen account as I was told earlier because one of my devices got accidentally pulled out of plug in house \nCustomer: I’m using the correct information and still not working \nCustomer: Green last night but today can’t see no light \nCustomer: It’s not the light the other lady told me earlier it goi off account I really need to speak hav poor vision \nCustomer: No camera isn’t the problem the lady said \nCustomer: Can I please have a phone number so I can speak with somebody I can’t see poor vio\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\nCustomer: Blind\nCustomer: Much appreciated and my number is (540) 614-2999 \nHuman Agent: I sent the call scheduler, you will have to fill it out, when you input your phone number info do not put any spacing or dashes or it will not let you submit."]
["Customer: How can I get new power cord for my cameras? \nHuman Agent: Hello, you've reached customer care, my name is Kylie. We don't sell the cords individually, are you needing new cords for all of the cameras on this account?"]
["Customer: Troubleshooting\nCustomer: Agent \nCustomer: How can I avoid spiders making webs in my camera?\nCustomer: It's only on one camera. I keep cleaning it and spraying it with bug spray. But a couple months later it happens again\nHuman Agent: I would just recommend cleaning the camera lens if there is a spider web in the camera. You can try to use some sort of spider spray or other deterrent regularly to keep them from making a web on the camera.\nCustomer: Okay, that's what I've been doing."]
["Customer: Hi\nCustomer: Setup\nCustomer: Yes\nCustomer: Yea i need assistance with the process\nCustomer: Setup\nCustomer: Yeah i have difficulties please help\nCustomer: Setup my camera\nCustomer: 1\nCustomer: Meshare\nCustomer: Yes i meant to ask about meShare\nCustomer: How to travel to mars\nCustomer: Setup\nCustomer: Problem in connecting with wifi\nCustomer: Smartz\nCustomer: Meshare\nCustomer: Zaira\nCustomer: Is it a company?\nCustomer: Yes\nCustomer: Is it a product?\nCustomer: Test\nCustomer: Ok\nCustomer: Yes\nCustomer: Yo\nCustomer: Hola\nCustomer: Tell me about smartz subscription plans\nCustomer: Explain the second plan\nCustomer: meshare\nCustomer: Set up\nCustomer: Green light\nCustomer: Blue light\nCustomer: Showing offline\nCustomer: Hello\nCustomer: Yes\nCustomer: Setup\nCustomer: Ok\nCustomer: I love you\nCustomer: Camera broken\nCustomer: Replace the camera\nCustomer: Ok\nCustomer: Am testing here\nCustomer: Am a developer of smartz\nHuman Agent: Alright, do you want me to close the chat?\nCustomer: Yes\nHuman Agent: So you can keep testing Mira?\nHuman Agent: Alrighty, give me just a minute here.\nCustomer: Yes\nCustomer: Am will try to teat mira"]
["Customer: I need to renew my plan\nCustomer: I can't find a button to resubscribe.  It just says it's expired but no resubscribe button\nHuman Agent: Hi my name is Wendy.  Tap on the \"store\" icon near the bottom of the Zmodo phone app screen\nHuman Agent: Here you can choose to subscribe your cameras to cloud"]
["Customer: Set up\nCustomer: My cámaras have disconnected and won't connect\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Human Agent: Afternoon I had a call scheduled today for 3pm - 4pm but I never received an call. \nHuman Agent: There is not a callback appointment that matches the email address you are contacting us from. What phone number did you enter for the callback?"]
["Customer: Do this device have sound \nHuman Agent: Hi my name is Wendy\nHuman Agent: The 2 outdoor bullet cameras connected to this email do not have a sound or audio feature\nHuman Agent: There are indoor Mini Pro cameras with a 2-way audio feature -available on Zmodo.com\n\nhttps://www.zmodo.com/1080p-indoor-wifi-camera/"]
["Customer: Am trying to scan the QR code and nothing happen\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you are trying to set up? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD."]
["Customer: Set up\nCustomer: Why does it keep telling me to add a device and yet the camera is giving my phone notifications of movement already but I can't get a picture because it says I'm not set up I don't understand that\nCustomer: He keeps telling me to scan the QR code with the camera pointed at my phone yet the camera is already solid blue and it won't let me complete that step so I can't go any further\nHuman Agent: Hi my name is Wendy\nHuman Agent: What is the device ID on the camera you are needing help with?\nHuman Agent: The ID will be listed on a sticker on the camera and it will start with ZMD or GSG\nCustomer: Yes im still here but between trying to get this camea to scan 1r code and it keeps telling me connection timed out blah blah blah do I need to just send them back I mean can I not speak to somebody on the phone\nCustomer: Hello?????\nHuman Agent: Hello.  What is the device ID on the camera you are needing help with?  The ID will be listed on a sticker on the camera and it will start with ZMD or GSG"]
["Customer: Need to schedule a call back from one of your associates about my system please \nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: Need to speak with an agent about my bill and my system please \nHuman Agent: Were you able to schedule a callback?2"]
["Customer: How to reset the camera \nCustomer: This camera don’t have reset button \nCustomer: My camera model ZP-IBH15-W\nCustomer: It have been deleted from my system \nCustomer: I just deleted it by myself due to it keep getting off line too many times \nCustomer: Yes I wanted to set it up again\nCustomer: Tried that but the camera seems not detect the QR CODE\nCustomer: Ok I will try again. Any way I can call in to get help again. Be side this. I also have an other problem too\nCustomer: Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Do you have the ID number for this camera? it will be on the cameras sticker and start with ZMD."]
["Customer: What time is your phone support open to\nCustomer: I went through the chat yesterday and they told me I needed to contact support via the phone \nHuman Agent: You can tap on Schedule Call to make a callback appointment if you would like to.\nCustomer: Is there a number I can just call?  What time is support open till?\nHuman Agent: There is not a phone number that you can call in to. If you would like support over the phone, then you would need to schedule a callback appointment. Our callbacks appointments are Mon-Fri 9AM-12PM and 1PM-5PM CST.\nCustomer: Can I still call in to Zmodo"]
["Customer: Won't connect \n Solid red\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera? The ID will be on a sticker on the camera, it will start with ZMD or GSG"]
["Customer: I am having trouble connecting to my device \nCustomer: I am having trouble me adding the device to my phone \nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.  Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Set up\nCustomer: Set up\nCustomer: GSG5001C0104551 is the Device id and it's not accepting it\nCustomer: Trying to connect the cam\nCustomer: Qr code in the back\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. What is the brand of the camera?"]
["Customer: Zmodo not reconnecting. Please call to troubleshoot. \nHuman Agent: Hello, my name is Grant. You can tap on Schedule Call to make a callback appointment.\nHuman Agent: Hello, my name is Grant. You can tap on Schedule Call to make a callback appointment.\nCustomer: Not connecting\nCustomer: Need more help\nCustomer: Please call\nCustomer: Agent\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: No light comes on when I plug it in to receptacle and it is hot.\nCustomer: No there is 110 volts at the plug it not physically hot\nCustomer: I plugged it into one that is working and no light comes on. Should there be a light on the camera? The other one does work either\nCustomer: I have done all that, I have 4 camera's currently and no problem with them\nCustomer: The two new cameras that I just received will not work.  How about sending two more\nCustomer: Already did all that they do not work\nHuman Agent: Hi my name is Wendy.  The cameras that are not working, have they already been setup to your account?\nHuman Agent: if they haven't been setup yet and the cameras are not powering on, please provide a screenshot of your receipt for them.  I can check if the cameras are in warranty with your receipt"]
["Customer: So internet company change my modem should I reset my Zmodo cameras again or not \nCustomer: We lost power and internet true the storm today internet company restore my internet services but they change my modem and my Zmodo camera still don’t work what I should do \nCustomer: I did all of that it still don’t working should I reinstall them or not \nCustomer: So how I do it is I should delite device and than add again\nCustomer: How I reinstall device\nCustomer: Should I delite device and instal again \nCustomer: Ok \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: I’m have trouble putting one on my camera on the wi fi. It shows blue but doesn’t connect \nCustomer: 1\nHuman Agent: Hi my name is Wendy.\nHuman Agent: What is the device ID on the camera?\nHuman Agent: The ID will be listed on a sticker on the camera, it will start with ZMD or GSG"]
["Customer: Need video from Oct 24\nHuman Agent: Hi my name is Wendy.  Which camera are you needing help with?  What is the name or ID on the camera?"]
["Customer: Troubleshooting\nCustomer: It only shows connection time out when I open the Smartz Eaze app\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera that shows connection timed out?\nHuman Agent: The device ID will be listed on a sticker on the device.  It will start with ZMD or GSG"]
["Customer: Could someone assist me getting three of my four cameras connected, please?\nCustomer: Three cameras are blinking  greenlight\nCustomer: What are my next steps??\nCustomer: I’ve got three cameras. I’m trying to get back online. My fourth one is already working. I unplugged the three and plugged them back in now. They are blinking green.\nCustomer: I speak to someone in live chat \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: When will your live chat agent? Let me know he is available and online with me?\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: My cameras are being blocked by my router Because\nOf an attempt to connect to a suspicious remote location \n50.226.99.167\nHow is this happening?\nCustomer: -1\nCustomer: What more do you need?\nCustomer: I just told you\nCustomer: Troubleshooting\nCustomer: Is this a human talking?\nCustomer: D/static_file/9af9803606_1_20240917132203.png\nHuman Agent: These can sometimes happen, as it mentioned in the last line the router is protecting your device and you do not need to make any changes. \nCustomer: ???\nCustomer: Great support 🫤\nHuman Agent: It isn't something that can be stopped as it is just random bot scanning IPs an attempting to connect. \nHuman Agent: The router blocking the connection means it is doing what it was designed to do. \nHuman Agent: Our Servers are all located in Illinois, from looking that IP it shows as coming from somewhere in Michigan."]
["Customer: Troubleshooting\nCustomer: Camera not working where do I reset the Wi-Fi?\nHuman Agent: Hi my name is Wendy.  The 3 cameras connected to this email show offline.  Did you get a new router? or update your wifi name/password?"]
["Customer: Can someone call me\n\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?\n\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?\n\nCustomer: How many cameras can be connected through the app\n\nCustomer: See previous questions\nCustomer: Hello\nCustomer: Beuhler \nCustomer: Thanks for all the help\nCustomer: Still no reply! This works great\nHuman Agent: There is no limit on the number of cameras that can be added to one account\nHuman Agent: How many cameras are you looking to add?"]
["Customer: Set up\nCustomer: Don’t have qr code\nCustomer: Where do I find the qr code\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID of the camera/s  you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Set up\nCustomer: I can’t connect my camera…. I accidentally deleted it now I can’t get it back connected \nCustomer: I tried that already \nCustomer: I’ve tried to connect it with the qr code\nCustomer: I’ve tried all that also \nCustomer: I can’t connect the camera \nHuman Agent: Hello, you've reached customer care, my name is Kylie, when you look at the cameras lights what color are they and are they flashing or solid?\nCustomer: Solid green \nHuman Agent: Okay, a solid green light should only occure when the camera is first plugged in, then it will begin to flash, if the camera is staying solid green that's usually an indicator there is an issue with the cameras cord, the outlet/plug itself, or the camera. Woudl you be able to first try plugging the camera into another wall outlet directly then watch the lights to see how it reacts? \nHuman Agent: If it reacts the same where it stays solid green and does not flash at all then the next thing we would have you check is the cord, to do that you would swap this cameras cord with one that is working or a spare if you have one then see how it reacts."]
["Customer: Hi Mira - I would like to cancel my subscription. I don't see how it could be done from my profile info.\nCustomer: Agent\nCustomer: okay\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Do you want all 4 cameras cancelled?"]
["Customer: Troubleshooting\nCustomer: How do I get the cameras back online \nCustomer: I did that with no results \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: I a pissed,  lets start by checking if I have an account.  rpelda@gail.co\nCustomer: do I have an account as none of y cameras are working\nCustomer: do I have an account has none of my cameras are working.\nCustomer: what a stupid system\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.  Sala tv, Cámara cosina, & Cámara del cuarto 💕show offline.  Are these the cameras are you needing help with?"]
["Customer: Trying to share camera#2 with phone number 865-360-0634\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. They would need to have an account with that phone number."]
["Customer: Agent\nHuman Agent: How can I assist you?\nCustomer: Hello"]
["Customer: My video doorbell is just flashing green \nCustomer: Cannot find LAN for video doorbell \nCustomer: Video doorbell\nCustomer: My video doorbell is not letting me add it \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Is the doorbell already on an account? If so, what is your account so I may look it up?"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Need help resetting two cameras. \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What are the camera IDs and what is the current indicator light status (color and whether they are blinking or solid)? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: Customer stop support\nCustomer: 1\nCustomer: Hello grant\nCustomer: Are you able to call me?\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: Thank you\nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: I need my camera turned on plus you charged me double I want my money back \nHuman Agent: Hi my name is Wendy.  Camera named martinez shows offline.  Is this the camera you are needing help with?  What color is the indicator light on the camera? and is the light blinking or solid?\nHuman Agent: We have limited info for Apple cloud plan subscriptions but it looks like you cancelled your 7-day yearly plan, received a refund, then subscribed again and then cancelled.  Normally cloud plans are not refundable but you can contact Apple to see if they will issue you a refund."]
["Customer: Troubleshooting\nCustomer: My husband was talking to a guy yesterday and he was suppose to call back about getting our cameras back online.\nHuman Agent: Hello, you've reached customer care. Could I have the device ID of the easiest to reach camera you are trying to set up? The ID starts with ZMD and it can usually be found on a sticker the bracket or camera under a barcode."]
["Customer: Trying to set up a camera. Blinking blue and sometimes green. I am right next to the router\nCustomer: Wi fi connection is fine. Other cameras working. How do you power cycle the camera?\nCustomer: Did that.  \nCustomer: I turned it off and on. Still blinking blue and sometimes green\nCustomer: How do I contact customer support?\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: I need to set up an appointment to speak with someone \nCustomer: Agent \nCustomer: I missed my call that I had set up to help me fix my issue.  \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will send you the call scheduler now. \nHuman Agent: Let me know if you have trouble submitting it at all, it will not take spaces or dashes in the phone number so be sure not to put those in."]
["Customer: what happened to the screen the chat went off not allowing me to see the answer on the ip address so the ip would not change it would always stay the same ip address for the nvr.\nCustomer: Thank you.  I am trying to add my cameras, which I have eight to my third party Blue Iris.  \nCustomer: I see in the cameras they have a ip address, how do I make them static as well\nHuman Agent: Hi my name is Wendy.  What type of cameras do you have?  are they analog cameras?\nCustomer: They are wireless cameras zmodo\nHuman Agent: Zmodo wifi cameras are not ONVIF compatible.  They would not be compatible with blue iris.\nCustomer: I do not see each one by one in my router displayed\nHuman Agent: Could you please provide the device IDs on at least one of the cameras?\nHuman Agent: The device ID will be listed on a sticker on the camera, it will start with ZMD or GSG\nCustomer: I see on the blue iris folks have added the zmodo camera to blue iris\nCustomer: nvr\\\nHuman Agent: Zmodo analog cameras maybe but not wifi cameras.  What is the device ID on one of the cameras that you have?\nHuman Agent: The device ID will be listed on a sticker on the camera, it will start with ZMD or GSG\nCustomer: I do not have them handy to where I am\nHuman Agent: okay.  Please contact us again when you are with the cameras so I can check the type of cameras that you have.\nCustomer: So you are saying that you cannot add them onto blue iris\nHuman Agent: Correct.  You would want to use the Zmodo app or the Smartz Eaze app to view Zmodo wifi cameras\nCustomer: Can you hold for a moment so I can get one and let you know the id\nHuman Agent: ok\nHuman Agent: we will stay connected for 7 minutes without activity\nCustomer: Model ZP-ibh23-w\nHuman Agent: The device ID will be near the model.  It will start with ZMD\nHuman Agent: but this type of camera is not compatible with blue iris\nCustomer: ZMD17A817201480\nHuman Agent: ZMD17A8I7201480 is not connected to an account.  You would want to set it up on the Zmodo app\nHuman Agent: this type of camera uses QR code setup.  Is the indicator light blinking green?\nCustomer: I understand that one as just handy to give you an idea what I was using\nHuman Agent: ok\nCustomer: Would the models show up on my account\nHuman Agent: Most likely just the device IDs would be listed.  You would want to tap on the live button of each camera, then tap on the gear shaped icon in the upper right.  the device ID will be listed on this screen\nHuman Agent: on the Zmodo app\nCustomer: I forget the site that I can view the cameras\nHuman Agent: Zmodo app on your phone or the web app on a computer:  user.zmodo.com\nCustomer: I am in user.zmodo.com how can i find the id\nHuman Agent: It only lists the device IDs on the phone app\nCustomer: Okay so it seems that I cant add these cameras to Blue Iris is that correct\nHuman Agent: correct.  zmodo wifi cameras are not compatible with blue iris\nCustomer: I am so sorry to disagree. I just came off of a site and it shows that they have successfuly added zmodo camers to the blue iris\nHuman Agent: As far as I am aware that shouldn't be possible.  Zmodo wifi cameras are not compatible with 3rd party apps or software\nCustomer: Just a last question, can you tell me the port for zmodo cameras i.e 80 etc\nHuman Agent: I'm not sure what you mean.   You would just want to setup the camera to the app using QR code setup\nCustomer: No, thanks for all of your help\nHuman Agent: You're welcome"]
["Customer: How much I owe you\nCustomer: Where can I find my payments\nHuman Agent: HI my name is Wendy.  It looks like your 7-day plan will auto renew tomorrow $49.99"]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: It says no devices when I open app\nHuman Agent: Hi my  name is Wendy.  Its possible you are logging in to the wrong account.\n\nPlease provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nHuman Agent: With the device ID I can check what email/phone the camera is connected to"]
["Customer: How can I disable my account \nHuman Agent: Hi my name is Wendy.  Can you explain in more detail what you are needing help with?"]
["Customer: I’m trying to set up the talking mode \nCustomer: If it’s grayed out how do I get it to work \nHuman Agent: Hello, you've reached customer care, my name is Kylie. The cameras you have on the account do not have a microphone or speaker, they do not support audio."]
["Customer: Troubleshooting\nCustomer: My camera has blue light but I did not complete set up\nCustomer: Qr code\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera that shows a solid blue light?\nHuman Agent: The ID will be on a sticker on the camera, it will start with ZMD or GSG"]
["Customer: Troubleshooting\nCustomer: One of my cameras  doesn't connect, it only said establishing  connection \nCustomer: It got like that after changing wifi, I have 2 cameras and no problem with the other one, I'm been resetting  this one without  success \nCustomer: I did everything  on my end and still not working\nCustomer: I did it\nCustomer: May i talk to some one and not just automatic response \nHuman Agent: Hi my name is Wendy\nHuman Agent: ZMD12K668283002 front door camera shows offline.  is this the camera you are needing help with?"]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Troubleshooting\nCustomer: I need to reconnect my internet \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Agent\nCustomer: I’m having trouble viewing my cameras from a Chromebook. \nCustomer: This has happened since your update. \nCustomer: Are you no longer supporting chrome to view cameras? \nHuman Agent: Are you able to log in to the web app at user.zmodo.com?\nCustomer: Not from a Chromebook \nCustomer: Which I’ve been using all along \nCustomer: Hello \nHuman Agent: Okay, what happens when you try to log in to the web app on your Chromebook?\nCustomer: The login button does not work \nCustomer: I type in my email and password and the login button does not work \nHuman Agent: Is there a captcha below the password to enter? And you are at user.zmodo.com, correct? I just want to be sure you are not trying to login at zmodo.com or any other website.\nCustomer: No there is no captcha \nCustomer: I’ve been using the same exact saved page. It appears after you upgraded to vault I cannot access anything from my Chromebook. \nHuman Agent: Okay, lets try reloading the page and see if anything changes. Can you try opening another tab and typing in user.zmodo.com?\nCustomer: I’ve even tried clearing my cache for my browser. \nCustomer: I am using chrome on a Chromebook. And have been for months \nHuman Agent: I understand, I am just trying to walk through some troubleshooting steps to see if we can resolve the issue or narrow down what could be causing the issue. Can you try opening another tab and typing in user.zmodo.com?\nHuman Agent: Can you also send a screenshot of the screen you get to in order to log in? You may also want to try checking for a browser update.\nCustomer: I cannot send screenshot \nCustomer: Just forget it \nCustomer: Thanks \nCustomer: You’ve ruined my experience with your cameras. \nHuman Agent: If you are having trouble with sending a screenshot in the chat, you can email it to support@zmodo.com.\nHuman Agent: I am sorry you feel that way. We would be happy to help troubleshoot and try to resolve the issue. I was checking and we have not had any other similar reports of issues logging in with a Chromebook since the update."]
["Customer: All the devices on the app have disappeared.  How do I get them back? \nHuman Agent: Hello, you've reached customer care, my name is Kylie. If all the devices disappeared its very possible that you are just not logged into the correct account, Right now you are chatting from an account that was created with a phone number, did you perhaps make another account under an email? I can try to look it up in the system to see if there's an account under the email at all. I can also look up the devices themselves if you are able to see the ID numbers of any of them, this will be on the cameras sticker and start with ZMD."]
["Customer: My camera is not working it keep blinking green\nCustomer: How do I check Wi-Fi connection \nHuman Agent: Hello, you've reached customer care, my name is Kylie. The setup the camera on your account uses the QR code or the Zink setup. \nCustomer: My camera not working and yall not helping \nHuman Agent: I sent a message above, did you not see my message?\nHuman Agent: I said \"Hello, you've reached customer care, my name is Kylie. The setup the camera on your account uses the QR code or the Zink setup.\"\nCustomer: My camera keep blinking green\nHuman Agent: Okay, Can you go through the QR code setup, then at the end take a screenshot of the QR code and send it to me to review?"]
["Customer: Set up\nCustomer: I haveno wifi password on my wifi\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You would need to add WPA or WPA2 encryption onto your network before you may set up any cameras."]
["Customer: Troubleshooting\nCustomer: Camera it's not working \nHuman Agent: Hello, my name is Grant. The two cameras on your account are offline, which means they are not getting internet access. Can you go to one of the cameras, unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?"]
["Customer: Set up\nCustomer: I need to talk to someone about my subscription \nCustomer: Can you give me the telephone number \nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: I will like for some to call me\nHuman Agent: Okay, I sent you the call scheduler into the chat above , all the times listed are for Central time zone and when submitting the call scheduler be sure there are no spaces or dashes in the phone number or else it will not let you submit it. Let me know once your done."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.  Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with."]
["Customer: Troubleshooting\nCustomer: I can’t get my two cameras to update.   They might be to old\nCustomer: Okay \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Agent \nHuman Agent: How can I assist you?\nCustomer: Hello \nHuman Agent: Hello, how can I assist you?\nCustomer: Good morning \nCustomer: So hard to get a hold\nOf someone \nCustomer: Is there a customer service line I can call?\nCustomer: I’ve asked in the past why my cameras don’t show up all of them on the same group (house) \nCustomer: I tried to put them all on the same plan but they still appear separate and I’m\nBeing charged two different fees or subscriptions"]
["Customer: Cómo hago para activar camaras\nCustomer: No entendí \nCustomer: Español\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Escritura en español \nCustomer: Agente \nCustomer: -1\nCustomer: Espsñol\nHuman Agent: ¿Cómo puedo ayudarte?"]
["Customer: How many Gigs do you have to have for two of these cameras \nCustomer: Ok...let me know more about the recordings to operate these somodo 1080p full HD indoor/outdoor security camera s\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  We would not be able to give you an exact number the camera would use data as there are allot of variables and that's not something that's a set amount."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: i need help\nCustomer: phone call\nCustomer: im having trouble reconnecting my zmodo cameras\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nHuman Agent: If you prefer a call please tap on the schedule call option to set up a callback."]
["Customer: Troubleshooting\nCustomer: Customer S\nCustomer: Customer Care Agent\nCustomer: Thank you.  Standing by\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Good afternoon Kylie, I recently purchased a Zmodo Wireless Indoor/Outdoor Rechargeable Battery Powerered camera.  I took it out of the box and the light is continually red and I can not set it up\nHuman Agent: Okay, I would like to look up the camera to find additional setup info to assist you as we have several camera models, can you send me a picture of the cameras sticker so I can look up more info to assist you better?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  What are the device IDs on the cameras you are needing help with? The device ID will be listed on a sticker on each camera and will start with ZMD or GSG"]
["Customer: I need to reset a Camara with no rest button \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.   What is the device ID on the solid blue camera?\nHuman Agent: The device ID will be on a sticker on the camera and start with ZMD or GSG"]
["Customer: Need a call \nCustomer: I need to reschedule a call\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: I bought these cameras from this lady and idk how to get a hold of her so I need to set these cameras on my account \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device IDs of the cameras you are trying to set up? The ID starts with ZMD and it can usually be found on a sticker the bracket or camera under a barcode."]
["Customer: Não consigo acessar minha câmera, não atualiza, preciso de ajuda.\nCustomer: Não atualiza.\nCustomer: O dispositivo está conectado ao Wi-Fi, o sinal é forte, estou pagando todo mês, mas não estou recebendo o serviço… estou descontente.\nHuman Agent: Hola mi nombre es Wendy.  Camcam y camcam2 se muestran sin conexión. \n\n¿De qué color son las luces indicadoras de las cámaras? ¿Y las luces parpadean o están fijas?"]
["Customer: My wireless cameras say the cloud has expired, but you have been billing me every month\nCustomer: I know you just billed me about a week ago and when I try to get playback on my indoor wireless cameras it says subscription has expired\nCustomer: I just got billed!!!!!\nCustomer: How do I speak to an agent when you don’t accept calls!!!!\nCustomer: Agent\nHuman Agent: It looks like just one camera is enabled on your subscription. You can edit the enabled devices in your app. Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “Enable” at the bottom.\nCustomer: I’ve been getting billed for three cameras!!\nHuman Agent: Yes, you have a subscription for three devices, but you only have one camera on your account enabled. You can change which cameras you have enabled on the subscription in your app.\nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “Enable” at the bottom.\nCustomer: How do I talk to someone? It says I am paying for three but onl1 is enabled… and it’s not the ones I set up\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nHuman Agent: Are you receiving my messages? I have sent instructions on how to change which cameras are enabled on your subscription."]
["Customer: Need to talk to a live person\nHuman Agent: How can I assist you?\nCustomer: Agent"]
["Customer: How do I cancel my subscription \nHuman Agent: Looks like your subscription goes through apple for the processor, to cancel you would go into your apple settings, click your apple profile, click subscriptions then select the sub and choose cancel, you will know it is canceled successfully when it says the expiration date instead of the renewal date."]
["Customer: How to setup nvr to my camera system\nCustomer: Troubleshooting\nCustomer: I got an nvr with my zmodo camera how do I connect them\nCustomer: How do I get the cameras in address\nCustomer: How to find a camera ip address \nCustomer: How to find the IP address for my router \nHuman Agent: Hello, you've reached customer care, my name is Kylie. You can see the IP address that the router has assigned the cameras on the router itself from the settings if the cameras are online typically. This is a number that the camera doesn't have initially until the router connects to the camera and assigns it though so are the cameras currently online or are they offline?"]
["Customer: All of my devices are subscribed to 7 day plan and playback will not work- says not subscribed. But I can’t subscribe because I already am! I’ve updated app- turned phone off and on still doesn’t work\nCustomer: Playback does not work\nCustomer: Cannot playback cloud subscription \nCustomer: Need contact number for customer service\nCustomer: Agent \nHuman Agent: You can tap on Schedule Call to make a callback appointment if you would like to."]
["Customer: Cameras are daytime dim and night vision isn't t working\nCustomer: Do u have a phone number\nCustomer: Agenf\nCustomer: Custer care agent\nCustomer: Ok\nCustomer: Do u do video chat to see what I'm seeing on the monitor\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Have you tried to adjust the sensitivity?"]
["Customer: I need to speak with a real agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?"]
["Customer: Set up\nCustomer: Disconnect \nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?"]
["Customer: I need help with my cloud subscription never got the call that was scheduled it’s now after 3pm and I need this fixed asap! \nCustomer: Agent \nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. The sceduling is for central time, it is not 3PM yet for us here"]
["Customer: Set up\nCustomer: I can't fund my qr code\nCustomer: My camera is off line. I don't have the qr code to setup\nCustomer: 1\nHuman Agent: Hi my name is Wendy.  ZMD17CQI8208434 Eyespy uses qr code setup.  Is the indicator light on the camera blinking green right now?"]
["Customer: Cancel subscription \nHuman Agent: Hi my name is Wendy\nHuman Agent: I am unable to cancel the subscription on my end, as you are subscribed via Apple but you can follow this guide on how to cancel your subscription via Apple. https://support.apple.com/en-us/HT202039"]
["Customer: I'm waiting someone call me\nHuman Agent: It looks like you scheduled your callback for 11AM-12PM CST. It is currently 11:01 AM, so you will be receiving a callback during this hour."]
["Customer: Troubleshooting\nCustomer: I have 2 camera run for last 2 years but have replace my wi fi router how do I get the old camera to set to  wi fi . \nCustomer: 1\nHuman Agent: Hello, you've reached customer care. Could I have the device ID of the easiest to reach camera you are trying to set up? The ID starts with ZMD and it can usually be found on a sticker the bracket or camera under a barcode."]
["Customer: Troubleshooting\nCustomer: Will not connect using QR Code\nCustomer: Having trouble connecting with QR code\nCustomer: Speak with a person\n\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Can I call you you \nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Troubleshooting\nCustomer: Still not responding \nCustomer: I need the email for GOAOFOEOI\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: My camera is from that company but my service was with me share. I need to get a new QR for set up\nHuman Agent: I can certainly provide the QR code to access that, but would not be able to assist with the actual setup or unbinding of the camera. You would need to speak with Goaofoeoi for those things. \nHuman Agent: D/static_file/01eab2a5fc_1_20241010171537.png\nCustomer: Can you provide the contact information for that company?\nHuman Agent: It is the same email that was provided in our previous chat. piggyxlin@163.com is their contact email. \nCustomer: Yes I los contact & was unable to retrieve that. Thank you \nHuman Agent: No problem. \nCustomer: Can you send the QR code to my email address? I can not scan it \nCustomer: In a link please \nHuman Agent: Sure, I've just sent it. \nCustomer: Thank you \nHuman Agent: No problem. Anything else I can help you with for now?\nCustomer: Yea you mentioned in our previous messages that you were able to see my account & my cameras are under another account can you explain?\nHuman Agent: The device you mentioned is bound to a different email that starts with ms and is at icloud.com. \nCustomer: Hello\nHuman Agent: Yes, did you have other questions?\nCustomer: ??\nHuman Agent: Did you have other questions?\nCustomer: Yes\nCustomer: My email starts with Ms \nHuman Agent: Okay, did you have any other questions?\nCustomer: Yes I’m here\nHuman Agent: Okay, did you have any other questions?\n\nCustomer: What is the email address?\nHuman Agent: I cannot provide any more of the email address than I have already provided. \nCustomer: How can I access that? I have a new email address. But that’s my old account \nHuman Agent: If you want to access that account, you would need to log out of this account and log in with that one. If you do not have access anymore, you would need to speak with Goaofoeoi's support team to check with them regarding unbinding the device."]
["Customer: Hi, how I can get my old subscription to work with this account? \nCustomer: Hi, how I can get my old subscription to work with this account? \nCustomer: They cant\nCustomer: 1\nCustomer: Can I use my old subscription? \nCustomer: -1\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. The old subscription is linked to the account used to subscribed. It cannot be moved between accounts."]
["Customer: Troubleshooting\nCustomer: Need QR code\n\nCustomer: -1\nCustomer: I need the QR code that comes for device set up\nHuman Agent: Hi my name is Wendy.  Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with."]
["Human Agent: I sent over the ID for the devices\nHuman Agent: It's linked to my account\nHuman Agent: Waiting on the support team to call\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Did you schedule a callback previously?\nHuman Agent: I don't see where you submitted a callback with the email alatimer1970@gmail.com, did you use another email or did you not schedule it when the rep sent you the call scheduler?"]
["Customer: Troubleshooting\nCustomer: Need to connect without code\n\nCustomer: What password do I use\n\nCustomer: Changed wifi to ZMD asking for password \nCustomer: Not scanning \nCustomer: Why is the code not working\nCustomer: Qr code bigger\n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the device you wanted to set up? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD."]
["Customer: Set up\nCustomer: I am trying to connect my cameras \nCustomer: It fail\nCustomer: 1\nHuman Agent: Hi my name is Wendy.  The cameras you are wanting to setup, are they new? or have they been setup before?"]
["Customer: Set up\nCustomer: Camera not scanning qr code\nCustomer: -1\nCustomer: Customer service \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: UUID?\nCustomer: 5W3XHIQMYTVTBIWKB3XQ\nHuman Agent: That is not the Device ID for a Wi-Fi camera. The Device ID will start with ZMD or GSG and will be on a sticker on the camera or the bracket of the camera.\nCustomer: Model MZ-C8-4G-US\nHuman Agent: What brand of camera is that?\nCustomer: TMezon\nCustomer: D/static_file/395d32c834_1_20250303090929.jpg\nHuman Agent: That would not be compatible with the Funlux app and we would not be able to support TMezon cameras as they are made by a different company. I would recommend contacting TMezon support for assistance with the camera.\nCustomer:  Im sorry i just realize\nHuman Agent: That is alright, it is not a problem."]
["Customer: Troubleshooting\nCustomer: I'm trying to re set my cameras and I need help\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.   Are you needing to setup cameras named salon1, salon 2, salon 3?"]
["Customer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?"]
["Customer: I bought 3 video cameras at a thrift store but it says they are linked to another account \nCustomer: 1\nCustomer: Are you support… can you help me\nCustomer: Can you help me get my 3 cameras unlinked from another account\n\nCustomer: Are you able to help\nHuman Agent: Hello, you've reached customer care, You were speaking to the chatbot before. I will need the Devices ID numbers to look them up and see what kind of account they are tied to first. The ID number will start with ZMD on the cameras stickers."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Cameras not connecting after update\nCustomer: Cameras not connecting after app update\nCustomer: -1\nCustomer: Contact agent\nCustomer: Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  What is the cameras Model and ID number? the ID will start with ZMD.\nCustomer: Model: ZP- IBH15-W\nID: ZMD13GKDA256814\nHuman Agent: Okay, when you look at the lights on the camera what color are they and are they solid or flashing?\nCustomer: It is a solid blue \nHuman Agent: On my end its showing this camera is online and on the account currently, are you able to perhaps close the app, reopen it then click live on the camera?\nCustomer: I updated the app and the list of cameras under devices disappeared. It’s saying the cameras are bound to another account but this is the only account I’ve had. \nCustomer: Yes \nHuman Agent: The cameras are bound to an account created with an email.\nCustomer: Ok. So try to log in with the email?\nHuman Agent: I cant give you the whole email but it is pol**********@yahoo.com\nHuman Agent: do you recognize the email?\nCustomer: Yes\nHuman Agent: Okay, you would login to the account with that email to view the camera.\nCustomer: Ok I will try that \nHuman Agent: Okay"]
["Customer: Troubleshooting\nCustomer: Camara is not working, or something \nCustomer: -1\nCustomer: Signal \nCustomer: Or is not recording \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Are you able to trigger motion on the camera currently?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Human\nCustomer: 1\nHuman Agent: How can I assist you?"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Lost trabsmission\nHuman Agent: Hi my name is Wendy.   Are you needing help with ZMD14G8DA216469 smart device?"]
["Customer: All my cameras weresrt up to my old. Cell phone which broke I changed my email address and now my other cameras say attached to another account\nCustomer: Ok can I get number for customer service\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Do you sell 2nd gen spoe cameras alone?\nCustomer: I need 5 cameras\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.  We no longer sell sPoE cameras or wired camera kits.  The best place to try and locate replacement 2nd gen sPoE cameras would be eBay."]
["Customer: Set up\nHuman Agent: Hi my name is Wendy.  Front rt camera can use Zink setup.  The other cameras on your account use QR code setup.\n\nWhich camera are you wanting to setup right now?"]
["Customer: Can I please have a phone number to contact support agent\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?\n\nHuman Agent: If you prefer a call, please schedule a call by tapping the schedule call button."]
["Customer: Set up\nCustomer: It's on another account. I forgot the account I used\nHuman Agent: Hi my name is Wendy.  Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Hi i applied for a subscription in error \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. I'm unable to cancel the subscription on my end, as it's managed through Apple. However, I can guide you through the process. Do you have an iOS device currently signed into the Apple account associated with the subscription?"]
["Customer: How do you change the setting in all the device to the new WiFi username and password. It doesn’t let me\nCustomer: What is the device interface\nHuman Agent: Hi my name is Wendy.  The cameras will need to be setup to the new wifi info.   Are the indicator lights on your cameras blinking green right now?"]
["Customer: I have had my unit set up for years.  It was unplugged.  Now the light is flashing green,  and I'm unable to get it connected again.  I'm following the instructions in the manual that came with it. Help!\nCustomer: How do I power cycle the camera?\nCustomer: How do I turn the camera off?\nCustomer: How do I turn off camera from app?\nHuman Agent: Hi my name is wendy\nHuman Agent: Are you needing help with camera named living room?"]
["Customer: I was supposed to have a call back today 1 or 2 and they already call and I miss the call it was early \nCustomer: You must be 3 hrs a head of us \nHuman Agent: It looks like you were given a callback. The appointment times are CST and you were called just shortly after 1 PM CST. I can send you an invitation to schedule another callback if you would like to.\nCustomer: Can I get it today I need to get my camera working \nHuman Agent: Yes, you can schedule another callback for later today.\nCustomer: Ok lest do it"]
["Customer: Beam has steady green light\nCustomer: Not the camera the beam unit\nCustomer: The unit that plugs into wall outlet\nCustomer: I know that it’s the WiFi extender unit\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Solid green light on the beam\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: If I sign up for cloud service, does it cover all the cameras I have installed?\nCustomer: 1\nHuman Agent: Hi my name is Wendy.  Zmodo cloud plans are per device.  We do not have a household option at this time."]
["Customer: I want to Re subscribe \nCustomer: it won’t let me\nCustomer: The app won’t let me re-subscribe to my old subscription \nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Cancel current subscription \nHuman Agent: Do you get an error when you try to resubscribe?"]
["Customer: I have 2 cameras on solid blue. But I forget the ID and the password. I don’t remember those numbers. Is it posible for you to find out in your sistem?\nCustomer: ZMD1408DA206128 and ZMD1408DA206351.\nCustomer: Thajs\nCustomer: Thank you.\nHuman Agent: Can you send me a picture of the 2 IDs?"]
["Customer: I have 1 more camera \nI can’t scan QR cod\nHuman Agent: Hi my name is Wendy.  The camera you are wanting to setup, is it new? or has it been setup before?"]
["Customer: I can't get motion signal on my phone \nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?"]
["Customer: How to hook up camera to new phone\n\nCustomer: It says the camera was hooked to another phone\nCustomer: It was I'm trying to hook it to my new phone\n\nCustomer: Not sure my old email would u no it \nCustomer: If I give u and email can u tell me if it's the same one I used\nCustomer: Della gossettdella@icloud.com\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with."]
["Customer: Troubleshooting\nCustomer: Had to change my router and cameras are not working \nHow do i get them to work\nCustomer: Its been a while and i cant find the manual.\nHow do i get one?\nCustomer: Zmodo outdoor camera\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: How can I resent my camera \nCustomer: How can I reset \nCustomer: How can I reset the camera \nCustomer: Reset camera \nCustomer: -1\nCustomer: Reset my camera \nCustomer: -1\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: sales deparment \nCustomer: agent \nHuman Agent: Hi my name is Wendy. \nHuman Agent: How can I help?"]
["Customer: I got a new router and can’t figure out how to reconnect my 4 cameras to it. \nCustomer: I don’t need help reconfiguring the router. I’m just stuck on how to reconnect my cameras to the new router. \nCustomer: I can’t get my cameras to connect to WiFi \nCustomer: I’m not sure \nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Not able to enable cameras for cloud service \nCustomer: -1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If you are having trouble with the app not allowing you to enable to plan to resolve the issue you would cancel the subscription from your apple account, then go into the app and resubscribe, as long as you choose the same plan and pricing as before it will not charge you again and will just enable to cameras properly."]
["Customer: I have faulty equipment \nCustomer: I need further assistance with faulty equipment\nCustomer: I need to have some equipment replaced\nCustomer: I have been through troubleshooting on my unit, at least 10 times. The signal is just fine. I have two other units. Also that are working just fine.\nHuman Agent: Could I have more information about the issues that you are having?\nCustomer: I can only connect to my lock via Bluetooth. It will not go through the Wi-Fi anymore. I think the unit that is plugged in to the wall that connects to the Internet Internet is not working. It hasn’t worked for over a year.  I’m tired of messing with it and I want it exchanged\nCustomer: It’s been deleted and re-added and reconnected to the network connection, but it will not connect\nHuman Agent: You are having an issue with your lock? We do not make locks. If you are having issues with your Zmodo cameras, then I can assist with that.\nCustomer: How do I get another one of those units that hangs on the wall?\nHuman Agent: What kind of device are you looking for? Do you have a model number?"]
["Customer: Device says poor connection. Try again later. \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: How I pay to get recording longer?\nCustomer: How I do that\nHuman Agent: Hi my name is Wendy.  Paid cloud plans are optional not required.  If you want to playback footage from the last 7 or 30 days You can sign up for one of our paid cloud plans\nHuman Agent: tap on the \"cloud\" icon to subscribe"]
["Customer: Can’t get my camera to connect keeps saying not supported \nCustomer: Ok thank you\nCustomer: Switched WiFi’s and can’t get the cameras to connect again\nHuman Agent:  Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: It starts with gsg \nHuman Agent: Alright, could I have the Device ID for the camera?\nCustomer: Gsg56jgc0026370\nCustomer: D/static_file/a23daf2daf_1_20241209173217.jpg\nHuman Agent: That camera is setup on a different account. It looks like you set it up on a @gmail.com email address and the first two letters of the email are \"ch\".\nCustomer: That’s not right\nCustomer: I set it up 2 years ago under a Gmail starting with silas\nCustomer: Silasblack0719@gmail.com\nCustomer: That’s what I set the cameras up with\nHuman Agent: That is not the account the camera this camera is setup on or the account you are contacting us from right now.\nCustomer: D/static_file/f62e6a7b06_1_20241209173536.jpg\nCustomer: That’s doesn’t make any sense \nHuman Agent: Are you talking to me through a different phone? Because you may be logged in with a different account on the phone you are talking to me from.\nHuman Agent: The account you are contacting us from is blizzyb0727@gmail.com\nCustomer: Yes , I tried to make a new account to see if it would let me create it\nHuman Agent: Either way, do you recognize the email address that the camera is setup on? It is a @gmail.com email address and the first two letters are \"ch\".\nCustomer: I do not recognize that email\nHuman Agent: Then you will want to contact Goaofoeoi support for help getting access to the cameras. The cameras are made by a partner company, Goaofoeoi, and they will be who can help you access the cameras. You can send an email to Andrew@szqunanjie.com to reach Goaofoeoi support.\nCustomer: Ok thank you\nHuman Agent: You're welcome."]
["Customer: Hello I was wondering if I’d be able to see past footage if I made a payment today\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Sorry about the confusion \n\n\nHuman Agent: No it would not be possible as there would be no recordings the cloud only starts recording after the service is purchased"]
["Customer: Set up\nCustomer: My WiFi password changed.  How do reset it for my cameras?\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Set up\nCustomer: Camera set up\nCustomer: I don’t understand \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: I lost my manual and I can’t find the device ID or barcode. How do I set up the camera?\nCustomer: It’s not set up yet\nCustomer: -1\nCustomer: The camera is not set up yet\nCustomer: It is flashing red and blue, what does that mean!\nCustomer: Who can I email for support\nCustomer: Hello\nHuman Agent: There will be a Device ID on a sticker on the camera. What do you see on the camera?\nCustomer: I did see the sticker with a QR code and id \nHuman Agent: Can I have the Device ID?\nCustomer: Sure, one moment \nCustomer: GSG56JGC0080710\nHuman Agent: Thank you. That camera is made by a partner company, Goaofoeoi. You will want to contact Goaofoeoi support at piggyxlin@163.com for assistance with setting up the camera.\nCustomer: Ok, thank you\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy. \nHuman Agent: What is the device ID on the camera you are wanting to setup?"]
["Customer: Troubleshooting\nCustomer: Hi I need a technician so the blue light comes off as camera is not in app to reinstall  \nCustomer: I cannot connect to camera as its active but i do not have device in app\nCustomer: the camera has no reset buttom\nCustomer: zh-ixy2j\nCustomer: this camera stay connected but i do not have it in the app \nCustomer: can i speak to the technician so we can have a hard restart of the camera \nCustomer: need guidance to have a hard restart \nCustomer: this camera has no buttons\nCustomer: i need assistance\nCustomer: how to hard reset zh-ixy2j\nCustomer: do you have a phone number i can contact \nCustomer: agent\nCustomer: camera zh-ixy2j\nCustomer: fccid zk8-bfs23nm\nCustomer: i need help to have a hard reset\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: My wifi password has changed\nCustomer: Wifi password \nCustomer: How to change wifi password for zmodo cameras\nCustomer: Camera are offline\nCustomer: Network password changed\nCustomer: Customer support \nHuman Agent: We are going to be closing here in 3 minutes, The cameras frontyard, upstairs, and living room are set up via the QR code set up. The other 2 bedroom and kitchen window set up via Zink. \nHuman Agent: Our live chat will be open again tomorrow at 9AM CST. \nHuman Agent: I hope you have a good evening!"]
["Customer: Troubleshooting\nCustomer: I changed networks and my cameras stayed on my last network. How would I go about that? I’m trying to avoid having to setup each camera all over again. \nCustomer: -1\nHuman Agent: Hi my name is Wendy.  Are the indicator lights on the cameras blinking green right now? or solid blue?"]
["Customer: How do I get to network settings\nCustomer: How to connect cameras to internet \nCustomer: -1\nHuman Agent: Hi my name is Wendy.  Did you get a new router? or update your wifi name/password?  All 4 cameras show offline.\nHuman Agent: Are the indicator lights on the 4 cameras blinking green right now?"]
["Customer: Whose number can I call?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? I can either help you here now or you can schedule a callback for a future time as we do not have inbound phone support. \n\nCustomer: Ok but can you give me a person who speaks spanish\nHuman Agent: ¿Cómo puedo ayudarte?"]
["Customer: Set up\nCustomer: ZMD SAP network not showing. I have a new router. Need to connect cameras. Thnx\nCustomer: It's not there.\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Which camera are you trying to setup right now?  What is the name or device ID on the camera?"]
["Customer: How do I connect to new network set up I switched providers. On computer all saying offline\nCustomer: so take cameras off the roof \nCustomer: moron\nHuman Agent: Hi my name is Wendy.  The cameras will need to be setup again to the new wifi info.\nHuman Agent: are the indicator lights on the cameras blinking green right now?"]
["Customer: IS THERE ANY POSSIBILITY TO HAVE SOMEHELP OVER A LAND LINE?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. If you're wanting a phone call, it would only be available for a future time, but would be possible. Otherwise for help now, I'd be happy to help you here."]
["Human Agent: Agent"]
["Customer: Set up\nCustomer: My WiFi does not show up on the camera app\nCustomer: Step 4 \nCustomer: When setting up the camera when I try to connect to WiFi it does not show\nCustomer: Still not working \nCustomer: That did not fix the issue \nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Can I get a contact phone number to talk to someone in person\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have inbound calling only outbound calling which is done via scheduling."]
["Customer: Troubleshooting\nCustomer: No live footage\nCustomer: No live button\n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You said you have no live button? What sort of device are you trying to view from where you experience that issue?"]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Need to factory reset ZP-IBH27-W camera\nCustomer: How to factory reset ZP-IBH27-W ?\nCustomer: There is no reset button\nCustomer: then how to reset it\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: The camera is on a new WiFi system and it won’t pickup the QR code \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Do u have a batch of bad cameras \nCustomer: Blinking green won’t go blue after scanned\nHuman Agent: Hello, you've reached customer care, my name is Kylie. First I will need to look up the device, can you send me all the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid."]
["Customer: Hello, I don’t remember how many of my cameras (3) have full protection\nCustomer: My cameras aren’t working\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you elaborate more on what issue you are experiencing and need assistance with?"]
["Customer: Buenas tardes \nCustomer: No me deja registrarme no me cae el código de verificación \nHuman Agent: Hi  my name is WEndy\nHuman Agent: ¿Con qué correo electrónico estás intentando registrarte en una cuenta?\n\n¿Revisaste tu bandeja de entrada de correo electrónico, carpetas de spam y basura para ver el código de verificación?"]
["Customer: Troubleshooting\nCustomer: I have two cameras that don’t work. I also have 4 cameras total \nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  Shop camera shows offline.  Is this the camera you are needing help with?"]
["Customer: I accidentally deleted my camera of my phone and can’t see it any more how do I get it back on \nCustomer: I can see the rest of them just not that one \nCustomer: How do I reinstall my camera to my phone\nCustomer: 1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: One of my cameras keeps saying trying to establish a secure network \nHuman Agent: Hi my name is Wendy.  living room two\tcamera shows offline.  Is this the camera you are needing help with?"]
["Customer: is there a number i can call im trying to fix my funlux camera\nCustomer: im trying to get my funlux camera to reconect to my dvr \nCustomer: i had to factory reset my dvr and now i cant get the cameras to reconnect\nCustomer: i hard reset the dvr\\\nHuman Agent: Hello, you've reached customer care, my name is Kylie. You have a Legacy DVR issue,, Legacy devices are no longer supported within the app and can only be used locally, we are unable to provide customer support in regard to legacy devices so you will have to troubleshoot the DVR device on your own unfortunately."]
["Customer: Set up\nCustomer: Set up\nCustomer: Need to change WiFi on devices\nCustomer: -1\nCustomer: Unable to access settings app crashes\nHuman Agent: Hi my name is Wendy.  back & livingroom cameras show offline.  Are the indicator lights on both cameras blinking green right now?"]
["Customer: Set up\nCustomer: I am having trouble getting my cameras to connect to the system \nCustomer: My friend had these cameras on another account which no longer exists.  He had to to cancel the cameras off of his account and now they will not connect to the set up here\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Tengo mis cámaras zmodo pero no recuerdo mi usuario y contraseña y para configurar en otra red me pide cancelar la otra cuenta ...como le hago\nCustomer: Cuál es el número de atención al cliente \nCustomer: Agente\nCustomer: Ok gracias espero \nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debería comenzar con ZMD y debería estar en una pegatina blanca en la cámara o en el soporte, normalmente debajo de un código de barras."]
["Customer: Hi my camera is not working"]
["Customer: I need a call back 864-245-6825\nCustomer: Agent \nCustomer: I tried that it won’t let me do it\nHuman Agent: You will need to remove the dashes in your phone number. The form will not accept any spaces or dashes in the phone number, just the numbers.\nCustomer: Ok"]
["Customer: Contact number\nCustomer: Agent\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Troubleshooting\nCustomer: Playback only works for one camera\nHuman Agent: Hi my name is Wendy.  One moment I will check your account.\nHuman Agent: ZMD15JLI4260782 Bedroom may need to be enabled.  Right now only ZMD15INI4224951 Kitchen shows enabled.  \nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom."]
["Customer: Can I change dryer area on camera \nCustomer: Deter zone\nCustomer: Set up\nHuman Agent: HI my name is Wendy.\nHuman Agent: Are you needing help setting up shed & backyard cameras?"]
["Customer: Hey I changed my internet and now I’m getting black screens on my camera \nCustomer: Still seeing black screen\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID of the devices you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Hi \nCustomer: It won't let me connect the camera to WiFi via the QR code\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with."]
["Customer: Agent\nCustomer: Agent\nHuman Agent: Hi my name is Wendy\nHuman Agent: How can I help?"]
["Human Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Need a phone number for support\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Can you check if order went through\nCustomer: it keeps saying choose another way\nCustomer: I can't get the order to go through\nCustomer: When I try to place my order it keep saying choose another way  to pay\nCustomer: Troubleshooting\nCustomer: I cant get order to go through\nHuman Agent: Can you send a picture of where it has you pick another way to pay and wont let you use the card"]
["Customer: I need you to reset my one camera it is not allowing me to scan a QR code.\nCustomer: Does not have a pinhole\nCustomer: I need you to reset my camera. I am not able to do it and you guys always have to reset it yourselves I can give you the model number\nCustomer: Zmd16k6I8203035\nCustomer: I just gave you the model number\nCustomer: I need you to reset it\nCustomer: There is a green light now it will not connect\nCustomer: It’s a salad green\nCustomer: Solid green\nCustomer: I’ve already done that\nCustomer: Look I need my camera to be reset\nCustomer: I will need further assistance for the reset process\nCustomer: The blinking green\nCustomer: That did not work\nCustomer: You guys absolutely have not helped me in our useless thank you\nCustomer: I need my camera reset please\nCustomer: This is beyond ridiculous your customer support absolutely is disappointing"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Camera subscribed not working \nHuman Agent: Hi my name is Wendy.  Camera ZMD13D968268540 Main Door Interior shows offline.  The camera needs to be online in order to record footage.\n\nWhat color is the indicator light on the camera? and is the light blinking or solid?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Can I talk to someone \nCustomer: Can I talk to someone \nCustomer: I need help can I talk to someone \nCustomer: I do not tex very good and need to talk to someone \nHuman Agent: Hi my name is Wendy.  I just sent you an invite to schedule a callback\nCustomer: Ok\nCustomer: In my email \nHuman Agent: I'm not sure what you mean by in my email.\nHuman Agent: I sent the invite here in the chat.  I will send it again\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: Hi\nCustomer: https://oa.smartz.cloud/app/chat?token=false&is_guest=true&platform=zmd\nCustomer: Ticolling67002@yahoo.com\nCustomer: Won’t except my email \nCustomer: It’s correct\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: There isn't an account under email Ticolling67002@yahoo.com.  You can sign up for an app account with this email on the Zmodo app login screen by tapping on \"sign up\""]
["Customer: Troubleshooting\nCustomer: My cameras quit working about two weeks ago. Did something change with Zmodo?\nHuman Agent: Your 4 cameras show offline.  Any change to your router or update your wifi name/password?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: How may I speak to someone in technical support?\nCustomer: How can I speak directly to a support agent?\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?"]
["Customer: Conectar a wifi \nCustomer: Como conecto a wifi mis cámaras \nHuman Agent: Hola, mi nombre es Grant. Las cámaras de su cuenta utilizarán la configuración del código QR para conectarse a la red Wi-Fi."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: I just purchased a new house with the zmodo camera - when I tried to set up the camera to my account - it said it is linked to another account. I have no way of contacting previous owners  - how do I delink and set up to my account?\nCustomer: the white sticker with id is wore off - cannot read it\nCustomer: I can not link to account to find id\nCustomer: -1\nCustomer: new house with camera and no sticker for id - how to reset camera and link to new account\nHuman Agent: Hi my name is Wendy.  Could you attach a clear picture of the camera?\nHuman Agent: or when you go through setup  it should list the device ID on the camera.  please let me know the ID"]
["Customer: why is my picture turning pink\nCustomer: if there is some way to show u a picture it would help\nCustomer: when I look at the picture my camera is sending it's all pink all over\nCustomer: Troubleshooting\nCustomer: is there some way to send a picture\nCustomer: I need to show u what it looks like please\nCustomer: I'm trying to send more info i cant\nCustomer: I don't get it\nCustomer: -1\nCustomer: -1\nCustomer: -1\nCustomer: -1\nCustomer: -1\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: need to show u a picture\nCustomer: -1\nCustomer: ok great\nCustomer: -1\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: ZMD13ELE2207924\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: I am back trying to reach a live chat\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nHuman Agent: The camera you sent the ID for above looks like it may use QR code or the Zink setup, there's a test you can do to figure out which one. You would unplug and plug in the camera, once it boots up and flashes green then you would go into your phones Wi-Fi settings and look for a network named ZMD_SAP, if you see that then the camera uses the Zink setup."]
["Customer: Set up\nCustomer: I'm trying to set up my zumo camera but my device is already linked to another account and I need to disconnect it from the old account however idk what account info is and have no access to it anymore\nHuman Agent: HI my name is Wendy.  What is the device ID on the camera?\nHuman Agent: The ID will be listed on a sticker on the camera and will start with ZMD or GSG"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Want to schedule a phone conversation. \nCustomer: Set up\nCustomer: Agent\nCustomer: Troubleshooting\nCustomer: Agent\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Troubleshooting\nCustomer: Hi i changed the wifi at home, how do I connect the cameras to the new network?\nCustomer: -1\nCustomer: All my information will be deleted?\nCustomer: Can I get a phone number to call tech support?\nCustomer: Yes?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do all out calling via scheduling, I will send you the call scheduler so you can submit a callback. \nHuman Agent: Let me know if you have trouble scheduling it at all. \nCustomer: Ok, I did it\nHuman Agent: Fantastic, any other questions before we go?"]
["Customer: Troubleshooting\nCustomer: I changed my wifi password\nCustomer: Reconnecting with new wifi password\nHuman Agent: Hello, you've reached customer care. My name is Grant. The two cameras on your account will use the QR Code setup method to connect to your Wi-Fi network.\nHuman Agent: Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Set up\nCustomer: How to use battery camera\n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What sort of questions do you have about the battery camera?"]
["Customer: Troubleshooting\nCustomer: WiFi network name is being renamed,,,,how can I get the wifi cameras back on line\nCustomer: So I have to have the wifi cameras next to the nvr?\nCustomer: So I have to bring in the outdoor cameras to the nvr\nCustomer: So I have to bring the cameras closer to the nvr\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the easiest to reach camera you are trying to set up? The ID starts with ZMD and it can usually be found on a sticker the bracket or camera under a barcode."]
["Customer: Troubleshooting\nCustomer: Please call me need help\nCustomer: Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: Cheating ain’t helping \nCustomer: Please call me\nCustomer: Hello\nHuman Agent: Im nto sure what you mean by cheating, are you able to elaborate a little bit more so I can possibly give youa  little bit of advice now for the issue? I will also send the call sceduler into the chat so you can fill that out to submit the callback, let me know if you have any trouble with submitting it or have any questions! \nCustomer: Chatting isn’t helping me \nHuman Agent: Ah, okay thats no problem we can call to go over everything and help you out no problem.\nCustomer: Thankyou\nHuman Agent: Thank you as well! did you need anymore assistance or have any quick questions or all good until the callback?"]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Support center \nCustomer: No adding a camera \nCustomer: How do I know if the camera was set to a different account \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I’m not at home, from what time I could get some to help \nCustomer: I’m in California \nHuman Agent: Our Live Chat support is available Mon-Fri 9AM-12PM and 1PM-6PM CST.\nCustomer: Ok, I’ll reach back later when I get home, thanks \nHuman Agent: You're welcome."]
["Customer: We have followed set up, issue is the camera's green lite only flashes one minute then turns solid blue\nCustomer: we have already tried turning off camera and turning it back on and the green lite flashes but before we can get a good QR code scan the green lite becomes blue like it connected to the old set up, but not.  How do we reset the camera\nCustomer: i have looked over and over this camera for a pin hole, can you be more specific on were it might be\nCustomer: We are lookinh\nCustomer: looking*\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera? The ID will be listed on a sticker on the camera, it will start with ZMD or GSG"]
["Customer: ZMD19H318D08657\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you trying to set that camera up?"]
["Customer: agent \nCustomer: i need to buy 40 cameras zmodo wireless \nCustomer: outdoor \nHuman Agent: Hello, you've reached customer care, my name is Kylie. You can find all of our products directly on our website Zmodo.com"]
["Customer: How I change my camera bill to 4.99\nCustomer: 1\nCustomer: One my cameras off how I change my plan to 4.99 \nCustomer: 1\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: I trying to change my camera to 4.99 plan how do I do that it already off \nCustomer: Yes\nCustomer: 1\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. You would need to cancel the current plan, then once the remaining time expires you can resubscribe to the new plan"]
["Customer: HUMAN REPRESENTATIVE PLEASE\nCustomer: 1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?"]
["Customer: Set up\nCustomer: Just brought a zmodo and it didn’t come with any instructions. Where can I get instructions for it?\nHuman Agent: Hi my name is Wendy.  What type of camera did you purchase?  Could you please let me know the model and device ID?\nHuman Agent:  Check the sticker on the device for the device ID, which might start with ZMD or GSG."]
["Customer: Hi, I'm paying for a subscription every month but I still cannot see passed a few hours at a time. What is the point in paying for this if I cannot view passed a couple hours?\nCustomer: Ok I've been subscribed for a few months now, but I literally cannot view footage from last night!\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: one moment let me check your account\nHuman Agent: It looks like you need to enable the cloud plan on your camera.  It isn't currently enabled on to ZMD19I2IHA11267 living room.\nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom."]
["Customer: Changed my WiFi, hoy I update it on my camera?\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Is there a contact number I can call? \nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Agent \nCustomer: I need help with my cameras \nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nWe will be closing in 5 minutes at 6pm CT. I would be happy to continue to assist you until then, but the chat will close at that time. If you would like a callback, you may schedule one via the button below. If you would prefer an email follow up instead, please let me know and provide an email you would like me to reach out on tomorrow. \nHuman Agent: We are currently unavailable for live chat support, but you can reach out to us via email support@zmodo.com. Our new hours of availability are:\n\n- Monday to Friday: 9am to 12pm and 1pm to 6 pm CST\n* Excluding Holidays\n\nYou may also contact the chat outside of our hours again to speak to our AI chatbot Mira who can assist with some troubleshooting. I've also sent a callback scheduling form where you can click the button in the chat in order to schedule a callback for a future date if you'd prefer.\n\nThank you for understanding."]
["Customer: I recently changed password of wifi, now none of the cameras are working on the app\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with."]
["Human Agent: Set up\nHuman Agent: Look Dammit! I gonna say this again! All of the payments I've paid, and my Fucking ZMODO has been offline for almost 2 weeks! If I don't hear from anyone today! Someone is getting FIRED!\nHuman Agent: Fuck that! I never have reached to the seller,.so BITCH arrange a call back. I am tired of this shit!\nHuman Agent: -1\nHuman Agent: -1\nHuman Agent: Smed it NOW!\nHuman Agent: Send it NOW!\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Troubleshooting\nCustomer: camera will not blink green\nCustomer: how to turn off camera\nCustomer: Set up\nCustomer: where is zmd sap\nCustomer: zmd sap is not appearing\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Once I enter the said and password not happening \nCustomer: Agent\nCustomer: Agent \nCustomer: Hello"]
["Customer: Can I get a number to contact someone \nCustomer: Agent\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: I had to update my wireless internet box and now my cameras are not so connected and I forget how to reset them to the new Wi-Fi \nCustomer: I don’t have the instructions or remember how I did that. Is there somewhere I can get this info? \nCustomer: Need initial setup process\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.  Please let me know what questions you have.\nHuman Agent: Are you trying to setup a camera?\nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with."]
["Customer: Why camera 6 off line since monday\nHuman Agent: HI my name is Wendy.  Cam6 -what color is the indicator light on the camera? and is the light blinking or solid?"]
["Customer: how do i watch all cameras as a group on the computer\nHuman Agent: Hello, you've reached customer care, my name is Kylie. There is not a group viewing option for the Web app, that is only possible on the mobile app."]
["Customer: Set up\nCustomer: I need to connect to a different wifi\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like the 4 cameras on your account are online. So you're wanting to reset them to move them to a different network, correct?"]
["Customer: Porque mis cámaras no están guardando clips si page por el año de grabaciones \nCustomer: Siempre contestan lo mismo Jonás cobran y no funcionan \nHuman Agent: Hola, te has comunicado con el servicio de atención al cliente. Te habla Marcela. Hay algunas cosas que afectan a las alertas de movimiento. Hay un período de \"recuperación\" entre las alertas de movimiento, por lo que no todos los eventos generan una notificación. El sistema de alerta de la cámara se basa en comparaciones de fotogramas; es más probable que los cambios significativos en la imagen activen una alerta, mientras que los movimientos menores pueden no activarlas. Para ajustar esto, ajusta el área de detección para enfocar la región de interés específica. Esto mejora la sensibilidad, lo que garantiza alertas y grabaciones más precisas en esas áreas."]
["Customer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Set up\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Troubleshooting\nCustomer: Hello,\nCustomer: I have an old Zmodo ZlP-NJ18s that I replaced almost 3 years ago.  I can't find the remote and i need to see if there is a recording on the hard drive. can you help me?\nCustomer: the system was replaced about 2 1/2 years ago so it is not hooked up to any cameras.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. For the NVR systems you can connect them to a Monitor and a Mouse into the back of the NVR in order to navigate the system if your NVR does not have the remote anymore. \nCustomer: I tried doing that, but i asks to format the drive.\nCustomer: I don't want to over write the drive. can you help me navigate through it?\nHuman Agent: Thats not a good sign, If its asking to format the HDD that may mean the HDD is fulll or not recording as it should, SOmething you can try to do is reset the NVR, a normal reset not a format of the HDD will only reset the system itself and not mess with any of the data on the HDD, you can try that then see if it lets you navigate to the playback or not, it may still stop you and ask for the format the HDD, dont do that if you do see that pop up for now.\nCustomer: what pops up on the screen is \"DISK NOT FORAMTTED. WOULD YOU LIKE TO FORMAT NOW?\"\nHuman Agent: To reset the NVR there should be a pinhole on the back of it, it may even say reset next to it, you would take a paperclip or something small and metal and insert it into the pinhole and hold it until the monitor reacts, sometimes this can take  seconds to a minute. \nHuman Agent: That may mean that the HDD has not recorded anything, I would liek for you first to do a reset then try that.\nCustomer: Give me a second...\nHuman Agent: Oh also, for the reset, unplug the NVR from the itnernet first\nHuman Agent: unplug the ethernet cord from the back of the NVR, then do the reset. \nCustomer: I did not have it plugged to the internet.\nCustomer: I did originally, but still go the message.\nHuman Agent: Okay, no problem\nHuman Agent: For resetting NVRs in general, I always recommend unplugging it from the internet first as it helps to not reset the cameras as well, only the NVR itself.\nCustomer: okay did that.  the screen went blank then came back on... says loading...\nHuman Agent: Okay, wait for it to load up then try and right click with the mouse.\nCustomer: says Disk not formatted....\nCustomer: when i click right on mouse startup guide comes on...\nCustomer: Language ... resolution... next button...\nHuman Agent: Great, go through the start up guide, then when thats done let me know\nCustomer: asking for password... don't know it...\nHuman Agent: Its asking you to set a password, you can set it to any  characters you like, the default is  so you can use thats till if you want to\nCustomer: is there a default?\nCustomer: is there a default?\nCustomer: ok..\nHuman Agent: The default is 111111. \nCustomer: okay asking for time zone and date...\nCustomer: asking for name phone and e-mail.  are they necessary? \nCustomer: just look for a video file of a particular day\nHuman Agent: No, you may skip that. \nCustomer: says the next step is ip cameras, but there are no longer any cameras attached to it... go to next?\nHuman Agent: Yes, you may continue through the startup guide until the end. \nCustomer: okay.. out of setup, now back to a blank screen with blank grid...\nCustomer: running the mouse below, I see that one of the icons says \"disk full\"\nHuman Agent: Okay, are you able to go to playback?\nCustomer: I went to general settings..\nHuman Agent: In the general settings can you click the HDD area then take a picture of how that screen looks and send that to me?\nCustomer: in general settings I see a list to the left where you can go to account managment, date and language display settings system log disk drive infor system settings help and faq\nCustomer: I am in main menu where i see general settings, device management, network settings and event management.  I am trying to find any video that recorded at 5:45 on 12/12/21...\nHuman Agent: Disk drive is where the HDD is , its the hard drisk drive\nHuman Agent: If you can go to that section then take a picture I can see what it shows and see if the HDD is really full or not. \nCustomer: okay... one sec..\nHuman Agent: Okay\nCustomer: D/static_file/c78a72af67_1_20250218105115.jpg\nHuman Agent: This is a bad sign, it saying its not formatted means its not actually recording anything. \nCustomer: It should not be recoding anything now since it is disconnected from any cameras has not been connect since it was replaced by another system over two years ago. I am just trying to retrieve a recording from back then. \nHuman Agent: There wouldnt be any footage at all unfortunately with it saying that after twe did the reset, you would have to do the format to try and get the HDD calibrated to record video properly, its very possible that it will not format as well and in the event that that occures you would have to replace the HDD witth a new one, which I can help you find an option for online, but before we get to thgat extreme I would like for you to select the HDD by clicking the sqquare next to it, then click format bellow\nCustomer: will it erase anything on the hard drive?\nHuman Agent: The problem is its saying its daying its not formatted and that means there is no footage at all.\nHuman Agent: The HDD has no footage, at all, as its not formatted.\nCustomer: so you are saying there are no recording existing on the hard drive?\nHuman Agent: Formatting not only wipes the HDD but it also calibrates it to comunicate with the NVR system, When it says its not formatted that means its not comunicating with the NVR to try and record or record anything.\nHuman Agent: Yes, thats what im saying\nCustomer: where would any possible recording be then? \nHuman Agent: Unfortunately, no, theres no recordings at all with the HDD being in this state. \nCustomer: if i hit format, is there a possibility of recovering any recordings?\nCustomer: past recordings...\nHuman Agent: No, there are no recording on the HDD. The format will allow for the HDD to calibrate to the NVR and function from this point forward. \nCustomer: where else can past recordings go?  are they in a proprietary cloud? or there is no hope?\nHuman Agent: The footage on the NVR are only stored in the HDD, with the HDD not being formatted and not communicating with the NVR, any footage it tried to save on the HDD while in this state just wouldn't save and go away, as its not being stored anywhere. For the formatting of the HDD, Like I mentioned above though, its possible that a format may not resolve the issue if the HDD is malfunctioning severely it wont take a format at all, you would have to do a format first then see if it actually formatted and shows properly or not. If it is working properly it will not say its unformatted as it is now.\nHuman Agent: Any of the footage you are looking for is gone as it never saved to the HDD as its unformatted to the NVR.\nCustomer: okay... I tried.  thank you for your assistance.\nHuman Agent: Thank you as well, if for any reason you try to do the format and its not formatting feel free to contact us again if you need help replacing the HDD, we dont sell them directly, theres a manufacturer named Western digital that makes HDDs, not all HDDS are meant to be used for NVRS/DVRs though so it can be hard to navigate what HDD to get to make sure tis compatible, western digital Purple HDDS normally work fine you jsut want to make sure you dont get an HDD thats the wrong size physically or to large of storage, normally our NVRs handle 1-2GB for storage fine though. So like I said just contact us with the Model of your unit again and we can help you find options for the HDD should the HDD not format properly for you."]
["Customer: Set up"]
["Customer: Set up\nCustomer: I am trying to set up camera which previously was at a different location with different WiFi. Doesn’t seem to be working\nHuman Agent: Hi my name is Wendy\nHuman Agent: Are you setting up camera named garage door?\nCustomer: I have solid blue light but camera isn’t reading qr code"]
["Customer: My device are not working \nCustomer: All is ok ,but the cameras don’t work\nHuman Agent: Hi my name is WEndy\nHuman Agent: Are the indicator lights on cameras alberto & albert 2 blinking green right now?"]
["Customer: Hello why can’t I update \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Which camera are you trying to update?"]
["Customer: spanish\n\nHuman Agent: Hi my name is Wendy.  ¿Necesita ayuda para configurar sus 3 cámaras tipo bala para exteriores?\n\n\nCustomer: Set up\nCustomer: Troubleshooting"]
["Customer: Is Joe again\nCustomer: This is Joe again\nCustomer: The guy that I got to set the camera up this is his name\nCustomer: How can I get it out of his name\nCustomer: The guy that shot my camera up he set it up in his name not mine and I want to get it out of his name and put my name on it\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are needing help with?\nHuman Agent: The ID will be listed on a sticker on the camera and start with ZMD or GSG\nCustomer: So what I do go back to ID\nHuman Agent: I don't understand your question\nHuman Agent: With the device ID on the camera I can check what email/phone it is connected to"]
["Customer: Does the camera have to be plugged in 100% of the time or does it charge up and can be wireless \nHuman Agent: \nHello, you've reached customer care, my name is Kylie. Can you send me the cameras Model and ID number, the ID will start with ZMD, with that I can check"]
["Customer: Are you able to help me get these connected? \nCustomer: Set up\nCustomer: Nothing works\nCustomer: Adding new cameras. Won’t read QR code at all. Tried every way possible\nCustomer: Tried it all. Third time I’ve chatted\nCustomer: How do i do that\nCustomer: Connect me to live chat\nCustomer: Don’t see a customer care agent button\nCustomer: Sorry.  Third chat.  So not much info here\nCustomer: Trying to connect new cameras to system. None of the options are working for me.  Light is blinking blue green.  Just won’t readqr code. Tried all three cameras\nHuman Agent: Hello, you've reached customer care, my name is Kylie, can you tell me what the Model and ID number is for the cameras? it will be on the cameras sticker, the ID number will start with a ZMD\nCustomer: Zpibh27w. Zk8bfs23nm\nCustomer: That’s one\nCustomer: Hello\nHuman Agent: I was not able to find any device under the model or ID number you sent, is it possible you can send me a picture of the sticker instead?\nCustomer: D/static_file/05ce5e3461_1_20241121113519.jpg\nHuman Agent: it looks like this model of camera may use a setup called Zink instead of the QR code setup. Are you able to Reboot the camera by unplugging it and plugging it in, then go to your phones settings to the Wi-Fi area and let me know if you see a network on the list that says ZMD_SAP?\nCustomer: Yeah i tried that. But wouldn’t let me connect.  Let me try again. \nCustomer: If i lose you somehow my number is 6309363718. Please hold\nHuman Agent: I would not be able to call you, if you do lose me you can start a new chat and request an agent, the chat will only time out if you do not check in after 5 minutes though. \nCustomer: Now i don’t see it at all as an option.  Let me reset camera again\nHuman Agent: Okay\nCustomer: Nope nothing\nHuman Agent: When you look at the lights on the camera, are they flashing green for a while then to blue, or is it a rapid flash of 1 green then 1 blue back and forth?\nCustomer: Ok i was about to see it on the one camera i haven’t tried the QR code with yet. \nCustomer: If i get off this chat to try out. Do i lose you? \nHuman Agent: No, The chat will only time out if you do not check in after 5 minutes. \nCustomer: I see it but won’t connect to it\nHuman Agent: Is your phone an android or an apple phone?\nCustomer: Apple\nCustomer: And it’s flashing 3 green then 3 blue\nCustomer: Nope. Fast back and forth now\nCustomer: Is it possible to talk to you. Zmodo has made this so easy to fix on the past. With a quick phone call.  This is very difficult this way\nHuman Agent: Okay, with the ZMD_SAP network sometimes it can take a few tried before the phone connects to it, if after 4 tries the phone still does not connect to the ZMD_SAP network then try connecting to your own wifi, then forget the wifi and try connecting to the ZMD_SAP network again.  Because this ZMD_SAP network does not have any internet, apple phones can be a bit stubborn to get to connect and stay connected for the setup at times. \nCustomer: Ok\nHuman Agent: We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\nCustomer: It’s not even there anymore\nCustomer: Do i want it floating back and forth blue to green. Or the long ones\nCustomer: If you can help me that’s great.  Just taking a ton of time\nHuman Agent: it will disappear for a bit when you try to connect and it fails to, but it should stay gone. I will send the call scheduler into the chat now for you to fill out, let me know if you have any trouble submitting it."]
["Customer: Troubleshooting\nCustomer: I have changed  internet service to spectrum and I can't get cameras to work.\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. Could I have the device ID of the easiest to reach camera you are trying to set up? The ID starts with ZMD and it can usually be found on a sticker the bracket or camera under a barcode."]
["Customer: If I don't pay for the 24 hour surveillance, are you able to recover stuff that I can't view?\nCustomer: Are you able to recover footage that has been automatically deleted\nCustomer: How do you access the cloud footage?\nCustomer: When you activate the cloud footage are you able to view previous days footage?\nHuman Agent: No, the service only starts storing recording after the service starts \nCustomer: What is the biggest day plan you can view on the cloud footage"]
["Customer: Agent \nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you?"]
["Customer: Set up\nCustomer: talk to agent\nHuman Agent: How can I assist you?"]
["Customer: Set up\nCustomer: I can't get close to the camera.\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: I have zmodo indoor camera at home and one outdoor camera. my from doorbell greet pro stopped working and I'm looking for another camera for out front. can you make purchases on this zmodo app or do you only purchase them through Amazon?\nCustomer: does the 1080p outdoor camera work on the zmodo app I have on my phone now that monitor my zmodo cameras?\nCustomer: how do you update the app\nCustomer: on your phone?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have any new models of dooreblls currently, its possible this may change in the future but at the moment we do not have a new model and we have sold out of the previous model so if you wish to purchase another zmodo doorbell you wiill have to look on third party sites to find another zmodo doorbell for a replacement. \nHuman Agent: If the app were to have any update you can search for the app on the play store and it will say update so you can update it by tapping on that. It may also auto update on your phone but I would recommend searching for the app to check if you are unsure. \nCustomer: I understand but if I purchase the 1080p full hd wireless security smart plug in outdoor camera from Amazon can I connect it with the rest of them on my app???\nHuman Agent: If it is one of our cameras or our partners cameras then you can set it up and add it to the same account as the doorbell yes.\nCustomer: thank you for answering my questions\nHuman Agent: No problem, anything else I can assist you with before we go today? \nCustomer: no I'm about to order the camera now off Amazon. hopefully I wont have any issue connecting it!\nHuman Agent: Okay, if you do have any trouble with the setup feel free to contact us again, Take care happy holidays!\nCustomer: ;]"]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Set up\nCustomer: I need help setting up existing device\n\nCustomer: ZMD13CNCD00179\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?"]
["Customer: Set up\nCustomer: Good morning I was speaking with someone earlier and I don’t see my device on my account she said to refresh device and I need help doing it \nHuman Agent: Hello, you've reached customer care, my name is Kylie Try closing and reopening the app again.\nCustomer: Are you reopening the app or me\nHuman Agent: I cant control your phone, you would have to do it."]
["Customer: Setting up an account for my mother Brenda Boggs on her phone \nCustomer: Got the app downloaded on her phone and I am on the page to create an account but it won't let me continue \nHuman Agent: Hello, you've reached customer care, my name is Kylie.  are you able to take a screenshot or picture of the page you got stuck on then send it to me at all so I can better assist for this issue?"]
["Customer: Troubleshooting\nCustomer: My back camera is saying offline\nCustomer: I refreshed the app and that didn’t work\nCustomer: It was working this morning \nCustomer: My back camera was working until about 1 hr ago\nCustomer: I just did\nCustomer: How can I talk to a live body\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Want to add camera to my plan\nCustomer: Contact someone\nCustomer: Agent\nCustomer: Want to add two cameras to my already plan\nCustomer: I already have a plan with unlimited camera how do I add two more to that plan\nCustomer: Can I place a phone call\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do have callign available but its by schedule only, I can send you the call scheduler in chat here, one moment"]
["Customer: Can a agent call me \nCustomer: Please call me at 406-369-0499\nCustomer: Agent\nCustomer: I have been emailing Wendy\nCustomer: I have tried installing my new 360 Torch. \nHuman Agent: You can tap on Schedule Call to make a callback appointment if you would like a representative to call you. Make sure you do not have any dashes in your phone number, just the numbers.\nHuman Agent: It looks like Wendy scheduled a callback appointment from 3-4PM CST."]
["Customer: Troubleshooting\nCustomer: Hi. I have an older zmodo camera and I remember from day one I had a hard time connecting it, but it did finally connect. Today, I'm TRYING to connect again, and having NOT a bit of luck. Can ya help me?\nCustomer: Did all of that and still nothing. Plugging in my camera is starts off solid green, then it flashes green, then goes to Blue and stays \nHuman Agent: Hi my name is Wendy.  Please let me know the device ID on the camera.  The ID will be on a sticker on the camera, it will start with ZMD"]
["Customer: Green light just keeps flashing \nHuman Agent: Hi  my name is Wendy.\nHuman Agent: Cameras 1 & 2 and shop show offline. Which camera is showing a flashing green light right now?"]
["Customer: Do my cameras not work because my free subscription is over?\nCustomer: Set up\nCustomer: Set up\nHuman Agent: HI my name is Wendy.  \nHuman Agent: Paid cloud plans are optional not required.\nHuman Agent: Did you get a new router? or update your wifi name/password?"]
["Customer: Set up\nCustomer: Connection keeps timing out \n\nCustomer: Camera is blinking blue but times out\n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Can I talk to someone on the phone \n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. We do not have any callbacks available today, but you may schedule one for a future date using the schedule a call button. Otherwise I'd be happy to help you from here as well."]
["Customer: Do you have a phone number\nCustomer: 1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. We do not, but can schedule callbacks as needed. What can we help you with?"]
["Customer: Having issues connecting my nvr\nCustomer: I did that and nothing \nCustomer: It's connecting \nCustomer: Yes\nCustomer: I tried everything \nCustomer: A person please \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the ID from the bottom of the NVR?"]
["Customer: Why am I not getting notification alerts?\nCustomer: I've done all those things. \nCustomer: It still does not work\nCustomer: I have done the troubleshooting and I am still not receiving notifications\nHuman Agent: Hi my  name is Wendy.  Are you not getting notifications from all 4 cameras? or which camera are you having trouble with?"]
["Customer: Wi-Fi change need to reconnect. Used sink originally \nCustomer: Does the gigahertz need to be 2.4\nHuman Agent: Hi my name is Wendy.   Yes your phone should be connected to 2.4GHz wifi. \n\nCameras named sunroom, family room and front use QR code setup.  Camera named not on uses Zink setup.\n\nAre the indicator lights on the cameras blinking green right now?"]
["Customer: Troubleshooting\nCustomer: One of my cámara isn’t working \nCustomer: I can’t reset my camar\nCustomer: Ok thank you\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Need to speak with someone regarding connectivity \nCustomer: What is the number \nCustomer: What is the phone number for support \nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\nCustomer: Have someone call me please.  This has not helped me with my situation\n\n956-472-5757\nHuman Agent: I will send you the call scheduler for you to fill out, when filling it out do not put any dashes or spacing in the phone number."]
["Customer: Troubleshooting\nCustomer: I have a few cameras that do not seem to be connecting to the system. Is there a way to reset them?\nHuman Agent: Hi my name is Wendy.  4 of your Mini indoor cameras show offline.  front door, living room, east backyard, west backyard.  Are these the 4 cameras you are needing help with?"]
["Customer: Can't. Connect my cameras back to .y phone \nCustomer: Cameras  not link to phone  any  more  cause I changed  to new phone  same number \nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Not working  q r code want connect \nHuman Agent: Hello, you've reached customer care. Could I have the device ID of the easiest to reach camera you are trying to set up? The ID starts with ZMD and it can usually be found on a sticker the bracket or camera under a barcode."]
["Customer: Hi\nCustomer: I want to inquire about the Zmodo support \nCustomer: What plan can I get \nCustomer: I want to get the audio with 24/7 recorded video. Is it possible \nCustomer: Does it access voice too\nCustomer: How\nCustomer: How\nCustomer: What plan can I get\nCustomer: I want to get the audio with 24/7 recorded video. Is it possible? How\nCustomer: How to apply\nCustomer: What’s next\nCustomer: Is it the smartz eaze app?\nCustomer: I want to get the audio with 24/7 recorded video. Is it possible? How\nCustomer: How to apply\nCustomer: Is it the smartz eaze app?\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. The 2 cameras on your account do not have audio functions"]
["Customer: Customer rep\nCustomer: Hello, how do I find the IP address of each camera? \nHuman Agent: Your router settings should have a list of all of the connected devices. You can look there to find the cameras and their corresponding IP Addresses.\nCustomer: ?\nHuman Agent: Did you receive my previous message?\nHuman Agent: Your router settings should have a list of all of the connected devices. You can look there to find the cameras and their corresponding IP Addresses."]
["Customer: Hello\nCustomer: I have accidentally remove a camera from my account. How can recover it?\nCustomer: How?\nCustomer: How recover the camera?\nCustomer: How adding the camera back?\nCustomer: How to recover camera back to the account.\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Can you tell me how reconnect the new wifi please?\nCustomer: The old wifi is canceled. \nSo need to reconnect to the new one \nCustomer: It is not first install \nHuman Agent: Hi my name is Wendy.  The cameras connected to this account, naturaldayspa 1-4 use QR code setup.\n\nAre the indicator lights on the cameras blinking green right now?"]
["Customer: Set up\nCustomer: I can’t get the QR code to go through with the camera \nCustomer: It won’t connect \nCustomer: Still nothing \nHuman Agent: Hi my name is Wendy\nHuman Agent: Are you setting up a brand new camera? or has it been setup before?"]
["Customer: Got a new WiFi network and can’t find where to connect cameras to the new network\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Why are my cameras not working?\nCustomer: We lost power and wifi and now we are back up and running. The indicator lights are flashing green\nCustomer: These cameras are mounted up high.\nCustomer: How do I set the. Up again\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Did your wifi information recently change?"]
["Customer: My cameras don't want to record\nHuman Agent: Hi my name is Wendy.  Cameras named ana, sanchez, and ana 1 show offline.  The cameras need to be online in order to capture footage.\n\nWhat color are the indicator lights on the cameras? and are the lights blinking or solid?"]
["Customer: Español\nCustomer: Agente\nHuman Agent: ¿Cómo puedo ayudarte?"]
["Customer: Is there any chance to put the cameras to factory reset, I mean that flashing green like in new conditions \nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: Have 11 cameras running at property on island. My account was cancelled can’t see any cameras now. He’ll!\nCustomer: Please have someone call me. Thank you! 541-530-6230\nHuman Agent: Hi my name is Wendy.  I just sent an invite so you can schedule a callback\nHuman Agent: Hi my name is Wendy.  I just sent an invite so you can schedule a callback\nCustomer: -1\nCustomer: Agent\nCustomer: Put in all my contact info and day time request. Then your website does not let me submit/send. Again help!\nCustomer: Hello? please respond"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Customer Support \nHuman Agent: How can I assist you?\nCustomer: Phone number \nCustomer: Live person\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Can’t connect to cam\n\nCustomer: The camera is blinking green"]
["Customer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Troubleshooting\nCustomer: Customer se4vice number?\nCustomer: Troubleshooting\nCustomer: Customer service number\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Hello!  Quick question.  Do you offer repairs of Pivot and Pivot Cloud?  I have a couple of units that are not working well, and I would gladly pay for the repair service.\nCustomer: Do you repair Zmodo cameras?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not do repairs for cameras"]
["Customer: I only want to subscribe 2 cameras but It says my subscriptiin can not be changed\nCustomer: I only want to cameras subscribed but its subscribing all 4 that is way to much a month?\nHuman Agent: You can always cancel via the google menu then resubscribe for the new plan."]
["Human Agent: Hello. My video won't load\nHuman Agent: I'm using zmodo\nHuman Agent: Hi my name is Wendy.  All 5 of your cameras show offline.  Did you get a new router? or update your wifi name/password?"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: google home connection \nCustomer: stream to tv \n\nCustomer: i’ve never heard of a mirroring device for iphone \nCustomer: so streaming means mirroe ing my iphone ? \nCustomer: i don’t want to mirror from phone i want a separate anything from my home \nCustomer: so i’ll need another phone ?\nCustomer: i’m looking for the best/easiest way to show live video of cameras on TV.. i’ve never used a goodle or amazon start home devices before \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You can view compatible devices directly on a TV using Google Home or Alexa to do so if you have a compatible device to stream those there. So for example using a Fire TV or a Chromecast. Do you have any compatible Google Home or Alexa devices you could use on your TV?\nCustomer: i don’t currently.. are those going to be separate from my phone as i don’t want to mirror \nHuman Agent: Yes, so for example if you had a chromecast and a device to speak to it with (your phone, a nest speaker, etc) you could say \"Hey Google, show me my camera named \"whatever the camera name is\".\". The same would go for compatible Alexa devices such as Fire TVs or Fire TV sticks. \nCustomer: i’m sorry are you still there?"]
["Customer: Set up\nCustomer: I got new internet service how Set up my cameras on the new internet\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: New internet setup\n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD."]
["Customer: Why is there no content \nHuman Agent: Hi my name is Wendy.  Could you please explain in more detail what you are needing help with?"]
["Customer: My system is not updating the latest version\nCustomer: -1\nCustomer: Firmware version loads but does not complete the update\nHuman Agent: Hi my name is Wendy.  What device are you trying to update?  What is the name or device ID?"]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.  Are you wanting to setup a camera?"]
["Customer: Troubleshooting\nCustomer: How do you reconnect to a camera that is looking for a secure channel?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this camera a wired or wireless camera?"]
["Customer: Can I download the recording so that i dont loose the footage every 30 days?\nCustomer: I need to keep all the recording for at least two years.\nCustomer: Keeping my footage for more than 30 days.\nCustomer: Can I speak to an agent\nHuman Agent: Hi my name is Wendy\nCustomer: Hello, how can I keep my recordings for more than 30 days?\nCustomer: Hello\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. The 30 days is the longest recording period cloud subscription plan"]
["Customer: Troubleshooting\nCustomer: My camera stopped working\nCustomer: The light is solid blue and I’ve turned it off and back on.\nCustomer: 1\nHuman Agent: Hi my name is Wendy.  Please let me know the device ID on the solid blue camera.  The ID will be on a sticker on the camera it will start with ZMD or GSG"]
["Customer: Where's my shipment?\nCustomer: Customer support  number\nHuman Agent: Hi my name is Wendy.  Did you place an order on Zmodo.com?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?"]
["Customer: Set up\nCustomer: I scan qr code what do I do next\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: Como puedo instalation las camaras\nCustomer: Sheshelfchorus783\n\nCustomer: sheshelfchorus7883\nHuman Agent: Hi my name is Wendy\nHuman Agent: Proporciona el ID del dispositivo de la cámara o cámaras con las que necesitas ayuda. Consulta la etiqueta del dispositivo, que puede comenzar con ZMD o GSG."]
["Customer: Troubleshooting\nCustomer: Trying to connect to new network \nCustomer: Yes\nCustomer: 1\nCustomer: Still no connection \nCustomer: Won’t connect to new int\nCustomer: Internet\nCustomer: Won’t connect to Spectrum internet \nHuman Agent: Hi my name is Wendy\nHuman Agent: The offline cameras you are wanting to setup, are the indicator lights blinking green?"]
["Customer: I have a older device and I can’t remember log in password the model # is ZP-NE14-51\nCustomer: Need more help\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you trying to log into this device locally or from the app?"]
["Customer: Can I get a call from a agent\nCustomer: Ok thank you \nHuman Agent: You can tap on Schedule Call to make a callback appointment if you would like to.\nCustomer: It's not that they make an appointment so I could get a phone call\nHuman Agent: I'm sorry, I do not quite understand your statement. Are you having trouble making a callback appointment after you tap on Schedule Call?\nCustomer: I need help please \nHuman Agent: How can I assist you?"]
["Customer: Troubleshooting\nCustomer: I have three cameras they are all showing a solid blue light. I am trying to place them in a group, but I can’t do so.\nCustomer: Troubleshooting\nCustomer: I have one camera that is in the group, but I can’t find the other two\nCustomer: Where can I find live view when I hit on the name that I have it shows one camera\nCustomer: I am currently only showing one device, I will try to load the other two cameras again, but they are currently showing a blue light\nHuman Agent: Hi my name is Wendy.  What are the device Ids on the cameras not shown on the app?\nHuman Agent: The device IDs will be listed on stickers on each camera and will start with ZMD or GSG"]
["Customer: I need to talk to a representative \nCustomer: My camera are out line \nHuman Agent: Hello, my name is Grant. The cameras being offline means that they are not getting internet access. There are several potential causes of that. Have you changed your router, Wi-Fi name and password, or internet provider recently?\nCustomer: How do I connect them to my  new router \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Whenever you change the Wi-Fi name, password, or router to reconnect the cameras you would go through the setup with the cameras using the new Wi-Fi info,"]
["Customer: Troubleshooting\nHuman Agent: Hi my name is Wendy.  Are you setting up camera named mcamet?"]
["Customer: Is there a 1 800 number for me to call\nCustomer: -1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. We do not have a phone number for inbound calls. We do have callbacks available on request through this form though, but it would be for a future time or date. I'd also be happy to help you from here though."]
["Customer: Agent\nHuman Agent: How can I assist you?\nCustomer: Since I upgrade my subscription I am getting clips only. I have tired talking to agents and nothing is helping.  Is there a number to call to speak to someone \nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Hola spanis \nCustomer: Hola spanis \nCustomer: Agente\nCustomer: Agente\nCustomer: 1\nHuman Agent: \nHola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?\nHuman Agent: \nHola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?\nCustomer: 1\nCustomer: Hola kelly \nCustomer: Hola kelly \nCustomer: Puedes ayudarme se me desconcertó una cámara y no se  como conectarla ala app\nCustomer: Puedes ayudarme se me desconcertó una cámara y no se  como conectarla ala app\nHuman Agent: Claro, ¿es esta una cámara nueva o una que había conectado y configurado previamente?\nHuman Agent: Claro, ¿es esta una cámara nueva o una que había conectado y configurado previamente?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: I need help\nCustomer: This camera is not working even after doing all these steps\nCustomer: The camera is blinking green and keeps clicking but nothing is happening \nCustomer: I've done that but for some reason the qr code will not scan for me to be able to finish resetting up the camera \nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Camera.\nJust keeps blinking green, won't connect \n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: Camera is saying poor connection. Router and WiFi are working. How can I fix this?\nHuman Agent: Hi my name is Wendy.  Is it camera named driveway giving you a poor connection message?"]
["Customer: hello, i want to be able to see my zmodo system on my phone \nCustomer: my zmodo credentials does not work \nHuman Agent: Hi my name is Wendy.  What is the device ID on the device you have?  The ID will be on a sticker on the device, it will start with ZMD, GSG, or 1"]
["Customer: The light stays green now\nCustomer: No fool on the tiny box before it was blye\nCustomer: Blue \nCustomer: You don’t know Jack shit so shut up and let the customer representative. Call me.\nCustomer: My camera system is not working after resetting date and time \nHuman Agent: If you reset your NVR while it was connected to the same network as your Wi-Fi cameras, then the cameras would have been reset and they would need to be reconnected to the Wi-Fi network.\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: I had an existing camera using a usbc cord directing going to a monitor. Can a zmodo camera support that without hooking it up to wireless and just going to a monitor? \nHuman Agent: Hello, you've reached customer care, my name is Kylie. None of our newer models of cameras are able to be directly plugged in to a monitor at all so that sadly is not possible"]
["Customer: Schedule call\nCustomer: Hi. I’m ready for a call now. Is someone available?\nCustomer: 916-261-2289 \nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?"]
["Customer: Set up\nCustomer: I need to change wifi\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: What times are the chat help hours \nCustomer: Agent \nHuman Agent: The Live Chat support is available Mon-Fri 9AM-12PM and 1PM-6PM CST.\nCustomer: Okay thank you \nHuman Agent: You're welcome. Do you have any other questions?\nCustomer: No that's it\nHuman Agent: Please do not hesitate to contact us again if you have any questions in the future. Have a good day."]
["Customer: Customer service \nHuman Agent: How can I assist you?\nCustomer: ??\nCustomer: Can i speak to a live representative"]
["Customer: Getting error 100\nCustomer: Trying to update \nHuman Agent: Hi my name is Wendy.  Where are you seeing an error 100?"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: I am here\nCustomer: We have been trying to get our cameras to connect and they will not no matter how many times we have tried\nCustomer: We bought 4 cameras, we have been trying to get them to connect using the QRCODE and they wont connect \n\nCustomer: It starts as flashing green,  then goes to flashing blue,  then flashes green again for just a second,  then goes back to flashing blue, then it says it has timed out\nCustomer: Yes, we have tried every possible scenario  and it does the same thing, we have reset the router,  changed cameras, it does the same thing \nCustomer: Yes, we reset the router,  all of our computers are connected ok, our phones are connected ok\nCustomer: It was not our computers or phones that we are having issues with,  it's our zmodo cameras\nCustomer: Zmodo cameras \nCustomer: Let me try that \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Hi, what is customer service phone number? \nCustomer: Ok\nHuman Agent: There is not a phone number that you can call in to. You can schedule a callback if you would like. Tap on Schedule Call to make a callback appointment.\nHuman Agent: There is not a phone number that you can call in to. You can schedule a callback if you would like. Tap on Schedule Call to make a callback appointment."]
["Customer: Troubleshooting\nCustomer: The zmodo greet I could see outside from devices but the basic alert 10second record is not working the camera inside house basic always with recording work fine \nCustomer: It has been 2 day that the alert basic recording and zmodo greet was working fine\nCustomer: Can't record the 10second clip on greet \nCustomer: No\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are needing help with?\nHuman Agent: If you see the camera on the app tap on the live button, tap on the gear shaped icon in the upper right, the device ID starting with ZMD will be listed on this screen\nCustomer: ZMD14ghj3001261\nHuman Agent: ZMD14ghj3001261 there may be a typo \nHuman Agent: can you send me a screenshot of the ID?\nHuman Agent: or type out the device ID again to check for typos?"]
["Customer: Zmodo Security Camera Wireless Indoor Outdoor\nCustomer: what is the temperature rating on the Zmodo Security Camera Wireless Indoor Outdoor\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: customer service rep\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Can you clarify which camera you are looking at?"]
["Customer: Hello\nCustomer: I set up my camera but it has no microphone. The icon is white. It wont do anything if u touch it.  Can not communicate \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?\n\nCustomer: Microphone on camera wont work\nHuman Agent: Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: And colors wont work.  My doors need to be open for the colors to appear on camera.  It’s just black n white\nCustomer: ZP-IBH27-W\nHuman Agent: The night vision depends on how much light there is in the area. You can try to adjust the position of the camera or add more light to the area. It is also possible to adjust the sensitivity on the night vision setting. \n\nIt should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Hello\nHuman Agent: The night vision depends on how much light there is in the area. You can try to adjust the position of the camera or add more light to the area. It is also possible to adjust the sensitivity on the night vision setting. \n\nIt should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: No. There is nothing like that\nHuman Agent: Could I have your Zmodo account email or phone number? \nCustomer: Never mind I will return it and buy something better \nHuman Agent: Okay, is there anything else I can help with today?"]
["Customer: Troubleshooting\nCustomer: cameras network 5g\nCustomer: agent\nCustomer: hi Kylie\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\n\nCustomer: hi\nCustomer: I learned that my cmeras don´t work on 5G networks, correct?\nCustomer: I changed my internet provider, which is only 5g\nCustomer: is there any way that I can make my cameras working on that network?\nCustomer: is MESH technology\nHuman Agent: None of the cameras will be able to  be set up on a 5GHZ network, the netwrok either has to be Duel which is the 5GHZ and the 2.4GHZ or it has to be only 2.4GHZ. With it only being 5GHZ it will not connect\nCustomer: system allow me to go to 2.4g for a few hours, if I connect them on that time frame and then it goes again to 5g, they will be disconnected.  Correct?\nHuman Agent: If it changes totally back to a 5GHZ network without the 2.4GHZ network at all then, yes they would disconnect again. \nCustomer: ok.  thanks!\nHuman Agent: No problem, is there any other questions I can assist you with today?\nCustomer: no\nHuman Agent: Okay, have a great day.\nCustomer: u too\nHuman Agent: Thank you, farewell."]
["Customer: Troubleshooting\nCustomer: Changed internet now cameras are not working\nHuman Agent: Hi my name is Wendy.  \n\nThe cameras connected to this account can all use QR code setup.  Are the indicator lights blinking green?"]
["Customer: Help \nCustomer: Microphone \nCustomer: Why does the microphone option not work?\nCustomer: 1\nHuman Agent: Hi my name is Wendy.  The 3 cameras connected to this account do not have a microphone/audio feature.\nHuman Agent: There are indoor Mini pro cameras available on Zmodo.com that have 2-way audio.\n\nhttps://www.zmodo.com/1080p-indoor-wifi-camera/"]
["Customer: Schedule a call\nCustomer: Schedule a call \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You can schedule a call with the button below for a future time or otherwise I'd be happy to assist you from here now."]
["Customer: Is there way to hardware reset the account\nCustomer: I need to reset the wifi chip\nCustomer: The cameras are already connected to an account that i don’t have access to \nCustomer: I have the cameras second hand, is there a way to hardware factory reset the camera\nCustomer: There is no pinhole\nCustomer: Are you ai\nCustomer: Randa?\nCustomer: -1\nCustomer: -1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you able to send me the cameras Model and ID number that your trying to add for me to look up?"]
["Customer: Troubleshooting\nCustomer: Camera does not show up on my phone\nCustomer: -1\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on your camera. Check the sticker on the device, which might start with ZMD or GSG.  \n\nCustomer: I have answer"]
["Customer: Cameras not working \nCustomer: Power isn’t the issue \nCustomer: Neither \nCustomer: Representative \nCustomer: I’ve moved & Im trying to install the same cameras in a different home. \nCustomer: I’ve done that but they’re not working. \nCustomer: Yes \nCustomer: Do I need to delete them on my app and add again? \nCustomer: do I need to sign up w Zmodo ? Is there a monthly fee? \nCustomer: -1\nCustomer: Hello? \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the easiest to reach camera you are trying to set up? The ID starts with ZMD and it can usually be found on a sticker the bracket or camera under a barcode.\n\nCustomer: You didn’t respond \nHuman Agent: Did you see my message? \n\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the easiest to reach camera you are trying to set up? The ID starts with ZMD and it can usually be found on a sticker the bracket or camera under a barcode."]
["Customer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Representative \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: Real person\nCustomer: Adjust night brightness of 360 cameras\nCustomer: -1\nCustomer: Night brightness used to be adjustable but no longer is an option for camera need help\nCustomer: Can you upgrade camera firmware to add night brighness adjustment back to the camera\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Night brightness adjustment is no longer available\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If the camera is not as bright as it used to be it would not be caused from an update and no update would be able to improve that as thats something with the hardware of the camera itself. If its not as bright as before that may mean the IR light is degrading so its not as bright or some of the IR lights have burned out, this is not something that is fixable and you would unfortunately just have to get another camera or put more lighting in front of the camera or use external IR lights to help with the brightness.\nCustomer: Hello I got like 1000.00 worth of indoor outdoor 360 Cameras the problem is a while back the night brightness adjustment stopped working after a firmware upgrade I used to be able to see stuff outdoors at night perfectly but after the removal I can no longer see anything is it possible to add it to the firmware again so brightness can be controlled \nCustomer: No no it was a firmware upgrade that caused it a couple of years back and I'd like to be able to use these cameras again I verified it with support a couple of years ago that it was indeed firmware.\nCustomer: The problem is in order to capture what I need to capture I need the 360 camera to eliminate blind spots.\nCustomer: but the NVR actually allowed for adjustment for a couple of years prior. I'm unsure if it was an NVR upgrade or a Camera firmware upgrade that disabled the feature but the camera didn't have the option but the NVR did these cameras are useless without the brightness adjustment.\nHuman Agent: theres no way to ajust that on the cameras, you can adjust the sensitivity of the camera to change from daytime to night vision when its different darknesses but theres not a way to change the brightness.\nHuman Agent: If the cameras are not as bright its a physical issue not a firmware issue. \nCustomer: No it isn't physical I have verified it with several new cameras.\nCustomer: I still have new ones in the box ;)\nCustomer: So it was a firmware upgrade I've already been through the part of figuring this part out believe it or not.\nCustomer: I had hoped that sooner or later they would bring the ability to adjust brightness with the NVR back cause they said it might be a possible future update but at this moment it doesn't appear to be working still after being patient for a couple of years.\nHuman Agent: As I said in my last message There is no way to change the brightness of the IR lights they are either on, or off. You can only ajust the sensitivity of those to trigger from the app for the cameras in the settings. \nCustomer: What I'm saying is there used to be via the NVR and the feature was removed leaving me saddled with 1000.00 worth of cameras that I can't use. I understand the words you are typing but you are not understanding mine ;)\nHuman Agent: I understand perfectly fine. Its not possible to change this at all so there's nothing that I can do for you, you may look elsewhere for other products in the future that can provide those features for you.\nCustomer: Oh are you guys trying to phase out Zmodo all together?\nHuman Agent: No, we continue to have new products come out and are a successful company. \nCustomer: Oh ok good then why should I find another vendor?\nCustomer: Been using Zmodo for years to setup cameras for my customers and myself\nCustomer: Just purchased 2 more cams the other day for a customer you had me worried\nHuman Agent: I said you may look elsewhere for other products in the future that can provide those features for you. I didnt say you had to that is your discression. These features youa re asking for will not be implemented onto the cameras as I said its not a feature that is possible.\nCustomer: possible is a different definition I know its possible cause it used to be. But you are simply not going to dedicate resources to it more or less is how you should word it. Fair enough that's what I wanted to know.\nHuman Agent: the IR lights are just using special lightbulbs, there's not a dimmer inside the cameras, they are On, or they are Off. \nHuman Agent: It is not possible, have a good day.\nCustomer: Yeah oddly they used to work before but that makes sense.\nHuman Agent: No it has never worked that way.\nHuman Agent: im not sure what you saw before but none of our cameras have dimmers or anything like that inside to adjust the brightness of the IR lights at all.\nCustomer: The hardware wasn't supposed to support the dimming if you've used a non dimmable LED it still will dim and brighten but not like it is supposed to I am being honest it did work though 100% \nCustomer: Its not my imagination but it makes sense thank you for bringing this to my attention \nHuman Agent: Its not a LED light its an IR light.  its not a feature we can add or have had in the past so I'm not sure what your remembering but its incorrect.\nHuman Agent: Glad I could enlighten you and clear up this confusion. Have a great rest of your day./ \nCustomer: No I have my girlfriend here she witnessed it with me and I've had this chat already with support forlotto@gmail.com and they told me something to the effect that the upgrade disabled the feature.\nCustomer: You can look up chat logs\nHuman Agent: I dont need to I know our products.\nCustomer: anyways thank you I will disassemble and look for a dimmer circuit if I find one how do I contact you?"]
["Customer: I need a phone number to talk to a support person. \nHuman Agent: Hello, you've reached customer care, my name is Kylie. We dont have inbound calling only outbound calling which is done via scheduling. I can send you the call scheduler for you to submit a callback. \nCustomer: Agent"]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Delete account \nHuman Agent: Hi my name is Wendy.  Are you wanting to cancel a cloud plan subscription?  or you want to delete your Smartz Eaze app account?"]
["Customer: Set up\nCustomer: agent\nCustomer: how to i schedule a support call\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: I scheduled it. It's better speaking with a live person rather than texting.  It's been a while since I set up the zmodo and I have a few questions\nHuman Agent: Then we will give you a call during your scheduled appointment time. Do you have any questions for me at this time?\nCustomer: No thank you"]
["Customer: How to playback with sound\nCustomer: Sound playback\nCustomer: How to playback a recorded clip and hear sound with it\nCustomer: Playback a clip with sound\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. When you view the clip there should be a speaker icon you can enable to hear the audio."]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: My outside camera is not working. We have tried disconnecting and putting in back online. It will not turn on. What can we do to get it to work? Dan \nCustomer: -1\nCustomer: I have tried everyone of you suggestions if will not turn on\nHuman Agent: Hi my name is Wendy.  Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with."]
["Customer: I need to speak to someone about connecting issues, please. Is there a number I can call?\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Sorry, had a little problem with my question.  \nI need to speak to someone.  Very urgent.\nCan I please have a number I can call??\nIt’s about my account.  There is a problem that I have to straighten out before I make my payment.  Thank you for your help. 🙏🏼🙏🏼\nCustomer: 1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We only have outbound calling that is done via schedule. I will send you the call scheduler in the chat here"]
["Customer: How to make My cameras on? New owner with this e mail midg@yahoo.com.ar\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What are the IDs of the cameras you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Hi I don’t see the buttons in my app that allow me to view my camera footage realtime \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You mean you do not have the live button on the home page of your app? Are you viewing on an iPad?"]
["Customer: Set up\nCustomer: I am having trouble ordering more cameras for my house with your app, I'm already a customer.\nCustomer: A particular step that sends me for a coupon. I click on the two cameras, for $79.\nCustomer: No\nCustomer: I want two cameras, that's all, I don't care for the coupon \nHuman Agent: Hi my name is Wendy.  You are trying to purchase cameras on Zmodo.com?"]
["Human Agent: Set up\nHuman Agent: How do I do setup?\nHuman Agent: Agent\nHuman Agent: This is a test chat so feel free to close it \nHuman Agent: Test"]
["Customer: Set up\nCustomer: Is there a way to shut off just one camera using my iphone\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. By shut off do you mean power off completely or just have it stop recording?"]
["Customer: Hi Mira,\nI used to be able to see live video using mobile data. Now, it only allows me when conected to wifi\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It sounds like the app may not have access to your data connection. You may need to check your phone settings to make sure data is allowed for the app. \nCustomer: Hi Dillo ,\nI did make sure data is allowed to be used on Zmodo app\nHuman Agent: Okay, if it's still unable to load, that would still imply some sort of issue with the app getting data. Could you try reinstalling the app?\nCustomer: I will. Right now I am not near to the surveillance cameras\nCustomer: Thanks\nHuman Agent: Okay, you should be able to reinstall the app even if you are away."]
["Customer: I have the cloud subscription but it isn’t working\n\nCustomer: Yes\nCustomer: So fix it please?\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\n\nHuman Agent: Are you there?"]
["Customer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Spanish please \nCustomer: Agent\nHuman Agent: ¿Cómo puedo ayudarte?"]
["Customer: Troubleshooting\nCustomer: Door bell camera stop working. Won’t reprogram to app.\nCustomer: Need tech support phone number.\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: I have problem.with my camera\nCustomer: Not conectic\nCustomer: I dont know how reset my camera\nHuman Agent: Hi my name is Wendy.\nHuman Agent: camera1, camera2, and both cameras named ronald show offline.  Are these the cameras you are needing help with?\nCustomer: Both\nHuman Agent: What color are the indicator lights on the cameras? and are the lights blinking or solid?"]
["Customer: Is there an email for me to contact support my cameras have not been working two of my cameras have not been working quite some time I don't know what to do but this needs to be fixed is there an email I can contact support because I'm getting nowhere with this automated system\nHuman Agent: Hi my name is Wendy\nHuman Agent: Camera1 & camera 4 show offline.  Are these the 2 cameras you are needing help with?  What color are the indicator lights on these 2 cameras? and are the lights blinking or solid?"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Agent \nCustomer: Troubleshooting\nCustomer: Will my camera still work if I get a new modem\nCustomer: Do I have to reset my cameras if I get a new modem\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: How do I  speak to a person regarding a charge to my PayPal account? Phone #?\nCustomer: Agent\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nHuman Agent: Are you trying to cancel the subscription on your account? I'm unable to cancel the subscription on my end, as it's managed through Google. However, I can guide you through the process. Do you have an Android device currently signed into the Google account associated with the subscription?\nHuman Agent: I want to let you know that the Live Chat support will close in 10 minutes. If we run out of time, then I will send you an invitation to schedule a callback appointment."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: My camera is not solid blue it’s blinking blue\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Hello! Why one of my cameras isn’t recording \nCustomer: -1\nHuman Agent: Hi my name is Wendy.  You have (2) cloud plan subscriptions but one of the plans is on an unbound camera.  ZMD16LRI7206832.  You would want to enable the cloud plan on Derecha\nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom."]
["Customer: Hello! \nCustomer: Hi Mira… I’m trying to makes the microphone works! \nCustomer: In the case it doesn’t work, is there no way to make it work? \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like you have cameras that do not have any microphone or speakers so they do not have audio functionality."]
["Customer: How do I delete my account \nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Do you have an android or apple phone?"]
["Customer: Customer support \nHuman Agent: How can I assist you?\nCustomer: I'm here"]
["Customer: How I rescan my camera without my barcode\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.  What are the device IDs on the cameras you are needing help with? The device ID will be listed on a sticker on each camera and will start with ZMD or GSG"]
["Customer: Set up\nCustomer: Not seeing the zmd_sap network. Says could not connect first and then the meteor said does not show in list.  Light is blinking green in device\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: I cannot get my Wi-Fi to 2.4 GHz \n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Most routers have a 2.4Ghz network by default, generally with both the 2.4Ghz and 5Ghz networks being broadcast under one name to where it appears as only a single network. Do you have a reason to believe it doesn't have a 2.4Ghz band?"]
["Customer: Could you help me get my cameras back online.  I changed internet providers and do not know how to do that.\nCustomer: Set up\nCustomer: I am really at a loss on how to do this without assistance.  Could you please help me.\nCustomer: Set up\nCustomer: Yes.  Please help me.  I changed internet providers and need to get the cameras set up again.  I have had them for about 5 years.\nCustomer: I don't know what the initial set up was.  I am on basic settings on the computer screen\nCustomer: The cameras are all installed outside up under the eaves.  Do I need to go check each one of them.\nCustomer: I just need to change the internet connection from what it was.\nCustomer: In the settings isn't there a way to change the internet provider\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: There has to be a place to do that\nCustomer: Do you know what an internet setting is?\nCustomer: Is there a customer representative I could chat with please.\nCustomer: Troubleshooting\nCustomer: This is the worst example of customer service or chat that I have ever experienced.  It will definitely be a deciding factor in my purchase of this brand of camera and my referral to other purchasers.\nHuman Agent: You will need to do the initial setup method to connect the cameras to a new Wi-Fi network. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: Can you call me!\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Cloud plan cist\n\nHuman Agent: Hi my name is Wendy. Please let me know what questions you have"]
["Customer: Do you have a phone number \nCustomer: An agent \nCustomer: 1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. We do not, but we can arrange callbacks as needed. What would you like assistance with? \nCustomer: A zmodo outside camera\nHuman Agent: Okay, are you meaning set up? What is the ID listed on the camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Yyjdjjhh\nCustomer: 1\nCustomer: 🌏🌏🌏🌏🌏🌏🌏🌏🍒🌏⚠️\nCustomer: 1\nCustomer: Si men ya \nCustomer: Troubleshooting\nCustomer: Zzz no me \nCustomer: 1\nCustomer: Web en la \nCustomer: 1\nCustomer: Jjjjjjjjjjjjjjjjjj\nCustomer: -1\nHuman Agent: Hola, has contactado con atención al cliente. Mi nombre es Grant. ¿Cómo puedo ayudarte hoy?"]
["Customer: I’m not able to see in my home\nHuman Agent: Hello my name is Wendy.  I don't see any cameras connected to this email.  Do you already have cameras setup to an account? \nHuman Agent: What are the device IDs on the cameras? The IDs will be listed on stickers on each camera and will start with ZMD or GSG"]
["Customer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I have spoke to several people about my cameras not connecting  and each time I have to disconnect from one wifi to another and we get cut off...I need a phone call from someone\nCustomer: Or a reset done on the cameras\nHuman Agent: Okay, I can send you our call scheduler so you can schedule to speak with a rep over the phone One moment.\n\nHuman Agent: I sent the call sceduler now, let me know if you have any trouble submitting the call or not. \nCustomer: It's scheduled \nHuman Agent: Okay fantastic, We will troubleshoot with you soon over the phone, Just keep an eye for the phone call during that call block you scheduled for. Have a great day."]
["Customer: Troubleshooting\nCustomer: All of my cameras say poor connection \nHuman Agent: Hi my  name is Wendy.  The 7 cameras connected to this account show online.  \nHuman Agent: Please switch how your phone is connected to the internet then see if you are able to view the live feed.\nHuman Agent: or try viewing the cameras from a different phone or on a computer from the web app to see if you have the same issue.\nHuman Agent: user.zmodo.com"]
["Customer: Trouble shooting volume on cameras\nCustomer: Will it cost more for subscription the more cameras I have \nHuman Agent: Hi my name is Wendy.  The cameras connected to this account do not have sound, no audio feature.\nHuman Agent: Paid cloud plans are optional not required.\nHuman Agent: Each paid cloud plan applies to an individual camera."]
["Customer: How can I have 4 cameras in only one plan ?\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Paid cloud plans are optional not required. \n\nEach paid cloud plan applies to an individual camera. \nHuman Agent: 7-day plan is $4.99/month per device\n30-day plan is $9.99/month per device"]
["Customer: Troubleshooting\nCustomer: Hi, I cannot access the microphone in my camera. I subscribed , still can't talk on it.\nCustomer: It is greyed out. How can I access it?\nCustomer: The microphone on the camera for my dogs.\nCustomer: I could use it before , do I need to subscribe to something else to have access to it?\nCustomer: I am not trying to access videos .& am trying to use the microphone on the camera but it is greyed out. I have a subscription.\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. The microphone is greyed out as you do not have any cameras with audio capabilities. You would not ever have been able to use the microphone as the cameras on your account do not have a microphone or speakers. Audio capabilities are not part of the subscription."]
["Customer: Troubleshooting\nCustomer: New modem how to re connect cameras\n\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Money is still coming out of my account after I canceled almost a year ago\nCustomer: Number please\nCustomer: \"AGENT\"\nHuman Agent: You can tap on Schedule Call to make a callback appointment if you would like to speak to a Customer Care Agent on the phone.\nCustomer: Thank you\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Why is they saying my service has inspired,when I been paying monthly for 5yrs\nCustomer: Troubleshooting\nCustomer: Can I get a phone number I can call?\nCustomer: Agent \nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: I am unable to get my internet to connect to my cameras\nCustomer: How do I refresh the app\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What are the IDs of the cameras you are trying to set up? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD."]
["Customer: Troubleshooting\nCustomer: Need a phone number to call for support\nCustomer: Am vision impaired and have trouble texting. Need phone number to speak to someone\nCustomer: -1\nCustomer: Hello\nCustomer: I have never cheated so no history\nCustomer: Hello\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I will send you the call sceduler so you can scedule a callback, let me know if you have any troubel submitting the callback\nHuman Agent: Also all the times are for Central time as we are located in Central IL, and do not put any dashes or spacing in the phone number or else it will not let you submit the callback. \nCustomer: Waiting to receive the call scheduler\nHuman Agent: I sent the call scheduler again into the chat now.\nHuman Agent: Let me know if it also did not pop up and I will resend it again no problem."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: live rep\nCustomer: live rep"]
["Customer: Please cancel subscription for all cameras\nCustomer: Please cancel \nCustomer: Agent\nCustomer: Please camcel subcription to all cameras\nHuman Agent: Hello my name is kylie, I will need to look up your subscirption first, one moment while I look up your account to see if I am able to cancel from my end,\nHuman Agent: I found the susbcirption info and I will have no problem canceling the 3 cameras you currently have susbcribed, One moment while I cancel, I will message again once I have canceled sucessfully for you.\nCustomer: I believe i have 4 cameras\nCustomer: Why is the 4th one not able to cancel?\nHuman Agent: My apologies, im chatting with you from a computer and it appears I accidentally hit 3 instead of 4 and did not catch it before I sent the message, I meant to say you had 4 cameras susbcribed and I was canceling all of those\nCustomer: Ohh ok no problem thank you \nHuman Agent: I completed the cancelation successfully for you now and all 4 of the cameras have been canceled, they will not renew from this point forward. \nHuman Agent: Is there anything else I can assist you with today before we end the chat?\nCustomer: Thank you\nHuman Agent: No problem, have a great day."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Can't install\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: ZMD_SAP doesn’t show up in my wifi\nCustomer: No luck\nHuman Agent: Hi my name is Wendy.   The camera you are wanting to setup, is it new? or has it been setup before?"]
["Customer: How do I change my email address to my current address ? \nHuman Agent: Hello, you've reached customer care, my name is Kylie. You can only set a contact email you cannot change the email once the account is created. If you want to do that you would have to delete all the devices from the account then create a new account and add the devices to that new account."]
["Customer: Hi, I have a new WiFi and need to change it on my cameras. Can you pls help me \nHuman Agent: Hello, my name is Grant. You will want to connect the cameras to the new Wi-Fi network with the initial setup method.\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Need to speak with a person \nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Call me 282-686-8927\nCustomer: Call me on phone \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. We do not have any other callbacks available today. I'd be happy to help you here or you may use this button to arrange one for a future date."]
["Customer: Troubleshooting\nCustomer: Poor connection \nHuman Agent: Hi my name is Wendy\nHuman Agent: Camera named cathouse shows offline.  Is this the camera you are seeing a poor connection error?"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: My camera is not doing it job\nCustomer: My camera is not doing it job\nHuman Agent: Hi my name is Wendy.   Cameras named TMOBILE-202E & t mobile show offline.  What color are the indicator lights on the cameras? and are the lights blinking or solid?\nHuman Agent: Hi my name is Wendy.   Cameras named TMOBILE-202E & t mobile show offline.  What color are the indicator lights on the cameras? and are the lights blinking or solid?"]
["Customer: power back up how\nCustomer: oneed to addpowerbackup\nCustomer: i need to add power backup\nCustomer: yes\nCustomer: person\nCustomer: my power is out so I'm gonna need to add power back up so I don't ever lose my cameras how do I do that please\nCustomer: ?\nHuman Agent: We do not sell power backups or generators or anything similar. \nCustomer: OK how do I add backup power here at my house specifically to my cameras\nCustomer: my landlord's maintenance guy is here I gotta go\nHuman Agent: You would want to look in to power solutions. I do not have specifics about what would work at your location."]
["Customer: Sounds how to hear sounds \nHuman Agent: Hi my name is Wendy.  The 2 outdoor bullet cameras connected to this account do not have sound.  No audio features.\nHuman Agent: Zmodo outdoor battery camera with audio can be purchased on Amazon:  https://www.amazon.com/Zmodo-Security-Rechargeable-Detection-Waterproof/dp/B0DJ1LFNRP/ref=b2b_gw_d_puwl_d_sccl_1/132-6977896-3820560?pd_rd_w=Ve8dY&content-id=amzn1.sym.e29f9610-d9f9-499e-a6c0-e695a640e957&pf_rd_p=e29f9610-d9f9-499e-a6c0-e695a640e957&pf_rd_r=T9HMNBA6GFGNQS88KNJT&pd_rd_wg=xepfT&pd_rd_r=843efdaf-a2fd-4722-b5da-b77fdc7af08e&pd_rd_i=B0DJ1LFNRP&psc=1\nHuman Agent: Indoor Mini pro camera with audio available on Zmodo.com:  https://www.zmodo.com/1080p-indoor-wifi-camera"]
["Customer: Trying to let ya'll know the phone number in my email I received from yall for my call at today 10 to 12 is wrong! Correct phone number is 9856414401. Yall have 9856414402 and that is wrong. \nCustomer: I'm supposed to have a call at 10 to 11 this morning.\nCustomer: Hello\nCustomer: Grant\nHuman Agent: Alright, then we will give you a callback at your scheduled appointment time from 10-11AM CST.\nHuman Agent: I will update the phone number.\nCustomer: Thank you\nHuman Agent: You're welcome."]
["Customer: Add a camera to my current plan\nCustomer: Why is the new camera more expensive per month\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Its not the same price as previously because you when you subscribed the other cameras subscribed during a cloud promotion and they get that discount. \nHuman Agent: If the normal price of the cloud service is not optimal you can keep an eye out for when we have discounts and promotions in the future then subscribe otherwise the prices you are seeing is the usual price amount for the cloud service."]
["Customer: Can I speak with customer \nCustomer: Customer \nCustomer: Can I speak with customer service \nCustomer: Hello \nHuman Agent: How can I assist you?\nCustomer: Hello \nCustomer: I want connect nvr with my camras\nHuman Agent: You would just need to connect the NVR to the same local network as the cameras are connected to. The NVR will connect to the network with an Ethernet cable.\nCustomer: Yes \nCustomer: Same network \nCustomer: Can you call me \nCustomer: Hello \nHuman Agent: You can tap on Schedule Call to make a callback appointment if you would like a call."]
["Customer: Can I speak to a representative please \nCustomer: I have been having trouble for two days now please representative \nHuman Agent: How can I assist you?\nCustomer: Thank you is there some one that can call me please my time is wrong cameras not connecting to nvr \nHuman Agent: You can tap on Schedule Call to make a callback appointment if you would like.\nHuman Agent: You can tap on Schedule Call to make a callback appointment if you would like.\nCustomer: The submit button not working \nHuman Agent: If you have any spaces or dashes in your phone number, then you will need to remove those to submit the form.\nCustomer: Thank you \nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: I had to remove my device off of my account and now I can not get it back on and connected to my network\nCustomer: Can I have a rep call me\nHuman Agent: We are currently unavailable for live chat support, but you can reach out to us via email support@zmodo.com. You can also tap on the schedule call button to set up a callback.  Our new hours of availability are:\n\n- Monday to Friday: 9:00 am to 6:00 pm CST\n* Excluding Holidays\n\nThank you for understanding."]
["Customer: Troubleshooting\nCustomer: My cameras will not refresh on the app to view \nCustomer: The camera is online \nCustomer: That’s what I’m having trouble with \nCustomer: Remove billing subscription \nHuman Agent: Hello, you've reached customer care, my name is Kylie. What is the name of the camera your having trouble with I will look up the account?"]
["Customer: Troubleshooting\nCustomer: agent\nCustomer: agent\nCustomer: agent\nCustomer: agent\nCustomer: agent\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie. For live agents which I am we do not arrive in the office until 9AM central time. How may I assist you today?"]
["Customer: Live agent \nHuman Agent: How can I assist you?"]
["Customer: Agent\nHuman Agent: How can I assist you?\nCustomer: I would like to speak with someone on the phone\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Why can't I watch the videos if they already charged my card yesterday, September 16?\nCustomer: -1\nCustomer: Well, I already cancelled my subscription. Now you are a bad service. Please give me back my money for the 2 camera subscription \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. What happens when you try to playback?"]
["Customer: Troubleshooting\nCustomer: Something seems to be wrong with my premium subscription- I’ll send you screen shots if I can attach them here\nCustomer: When I go to cloud it shows my $299 6 camera subscription with subscribed in upper right corner but details say no subscriptions \nCustomer: If my cameras were off or disconnected for several weeks would you automatically cancel my subscription?\nCustomer: Ok\nHuman Agent: We would not change your subscription only the account holder can make changes"]
["Customer: Agent \nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?"]
["Customer: I can't place an order\nCustomer: I can't place an order\nHuman Agent: Hi my name is Wendy.  Are you trying to purchase a camera on Zmodo.com?  Which camera are you trying to order?"]
["Customer: Set up\nCustomer: no\n\nCustomer: no camera found\n\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Call support \nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you?"]
["Customer: I need to know if you sell replacement pieces for broken parts on my camera\nHuman Agent: What model of camera are you looking for replacement parts for? And what parts are you looking for?"]
["Customer: What kind ofcamer are we using?\nCustomer: How can I find out what kind of camera I'm using?\nHuman Agent: Hello, you've reached customer care. My name is Grant. You have multiple cameras of different types on your account. Which camera are you asking about."]
["Customer: My camera has stopped recording. Never bothered it. Even unplugged it and resetting it. Can you help\nCustomer: No but I'll check\nCustomer: No\nCustomer: It was my cord\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: Ok\nOk\n\nCustomer: Camera dont connect\n\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: Noting\n\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: what is the difference between the 1080p Wireless Security Camera and the 1080P Indoor&Outdoor Wi-Fi Security Camera?\nCustomer: -1\nCustomer: in your add it shows both security cameras for indoor or outdoor use, so what's the difference between the two\nHuman Agent: Hi my name is Wendy.  If you are looking at Zmodo wifi cameras on Zmodo.com if you scroll near the bottom of the camera listing and tap on the down arrow where it says \"explore the specs\" it will provide more details about the camera."]
["Customer: Is there a live representative?I can talk to\nHuman Agent: How can I assist you?"]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Set up\nCustomer: Connect and set up \nCustomer: Call me \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Think it's stupid that we're a big business and. I can even talk anyone but throw this \nCustomer: Yea I like to speak to a live agent \nCustomer: No would like to talk on the phone not throw this \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I want to speak to a live agent not on this stuff \nCustomer: Probably ai\nHuman Agent: Yeah, I am a live agent\nCustomer: Then call me \nCustomer: I own a big business and rather talk thow the phone then thow this stupid thing \nCustomer: I would know this would have even got ur camera to begin with \nHuman Agent: If you would like a call I would need your name, phone number, email, to schedule you for a call. We do all out calls for support via scheduling, we have no inbound calling only outbound. \nCustomer: Ozzy and my number is 570-492-3158\nCustomer: That's all I will be giving you till someone call me \nHuman Agent: the email is purely used for if our agent calls you and no one answers so we can reach you again. \nHuman Agent: One moment while I schedule you for a call. \nCustomer: I'm free now \nCustomer: Hello\nCustomer: Welp this is frustrating \nHuman Agent: We however are not free now to call you now, as I said there is a call schedule. The soonest I can schedule you for a call is tomorrow at 9AM central time, does that work or would you prefer an evening time instead?\nCustomer: Fine with me funny that im having a problem and u reschedule me me wile my business probably getting robbed I hope u all that I get a call tomorrow I have this saved if no one reach out to me you will be here for my lawyer \nHuman Agent: thats perfectly fine. I sceduled you for the 9AM call now. Have a great day"]
["Customer: Set up\nCustomer: Set up\nCustomer: Live help\nCustomer: 1\nCustomer: Live help needed \nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nWe will be closing in 8 minutes at 6pm CT. I would be happy to continue to assist you until then, but the chat will close at that time. If you would like a callback, you may schedule one via the button below. If you would prefer an email follow up instead, please let me know and provide an email you would like me to reach out on tomorrow. \nCustomer: We can see if we can complete now please\n\nHuman Agent: How may I help you?\nCustomer: I have a Zmoto camera that needs to be set up again after a Internet outage \nHuman Agent: What is the ID of the camera you need assistance with? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: ZMD11L116206624\nHuman Agent: That device is already online and on your account. \nHuman Agent: You should be able to hit live on the device on your home page to view it. \nCustomer: When I do that nothing happens. I'll try again now.\nHuman Agent: Okay, if it won't load currently, you could try both while connected to your wifi and while only on data by turning off the wifi on your phone to see if the issue is with your current network. \nCustomer: It worked🤦🏾...thanks\n\nHuman Agent: Wonderful. Is there anything else I can help you with for now?\nCustomer: That was all, thanks again.  Happy 🎊\nHuman Agent: Happy new year to you as well! Have a good night."]
["Customer: Set up\nCustomer: I just moved to new location and I have trying to setup cameras again \nCustomer: Further assistance please \nCustomer: I couldn't reconnect cameras \nCustomer: How to initial setup\nCustomer: Cameras did not receive QR code\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: How do I reset both of my meshare 1080 mini cameras\nHuman Agent: Hi my name is Wendy.  are you needing help setting up cameras named front door and back door?\nCustomer: Yes please\nCustomer: Hello Wendy are you still there"]
["Customer: In portuguese?\nCustomer: How to place four cameras in horizontal position?\nHuman Agent: \nOlá, você ligou para o atendimento ao cliente, meu nome é Kylie. Como posso ajudá-lo hoje?"]
["Human Agent: Agent \nHuman Agent: How can I assist you?\nHuman Agent: Call me. I am not going to talk to a stupid A I\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nHuman Agent: I filled out every line on your damn forrm and the submit button wouldn't high light or allow me to submitted anything. FUCKING CALL ME AND FIX THIS SHIT\nHuman Agent: You are starting to really piss me off.\nHuman Agent: What do you have entered for your phone number? \nHuman Agent: If you have any dashes, spaces, or parentheses, then you will need to remove them. The form will only accept it with just the numbers.\nHuman Agent: 276-220-8161 \nHuman Agent: Yes, so you will need to remove the dashes from the phone number to submit the form."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Set up\nCustomer: Can't connect camera \n\nCustomer: Still can't connect \nCustomer: Did that last night, still can't connect \nCustomer: All attempts failed giving up on your product. Can't connect"]
["Customer: Cameras are not working \nCustomer: They are all plugged in and my internet connection is fine\nHuman Agent: Hi my name is Wendy.  What color are the indicator lights on the cameras? and are the lights blinking or solid?"]
["Customer: Troubleshooting\nCustomer: My camera is not working \nHuman Agent: Hi my name is Wendy.  Front camera shows offline.  is this the camera you are needing help with?"]
["Customer: got new phone lost house cameras\nCustomer: cant view my cameras from my phone any more\nCustomer: tring to log in with my andriod phoe\nCustomer: i did cant get  the ap-zmd ap\nCustomer: i did it does not show up for me to pick\nCustomer: wifi does not show me that app\nCustomer: cant find AP-ZMD\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: I have 5 cameras. How do i pay for them with different payments\nHuman Agent: Hi my name is Wendy.\nCustomer: but if i uncheck one then it wants to delet it\nHuman Agent: Do you already have the 5 cameras setup on an account?"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Help\nCustomer: I am trying to set up one of my cameras on my account and it will not show up \nCustomer: Customer service \nHuman Agent: Hi my name is Wendy\nHuman Agent: Are you wanting to setup 15AB50UE001E7EQ Living room?"]
["Customer: Agwnt\nCustomer: Agent\nHuman Agent: Hi my name is Wendy.  How can I help?"]
["Customer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: I'm having problems setting up my cameras.Can you help me\nCustomer: Scanning the qr code \nHuman Agent: Hi my name is Wendy.  The cameras you are wanting to setup, are they new? or have they been setup before?"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Need help pls call me\n\nCustomer: Need help setting up Camara \nHuman Agent: Hi my name is Wendy.  Are you needing help setup cameras named front yard, driveway and back yard?\nHuman Agent: I just sent you a callback invite so you can schedule a callback"]
["Customer: One of my cameras has been offlined for 2 weeks. I finally got it back on line that. For some reason, it's not recording. I have done everything that it's told me to do. It's just the one camera\nCustomer: -1\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  What is the name of the camera you are having trouble viewing the playback for?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: ESpañol\nCustomer: Agente"]
["Customer: I have a 4-channel sPoE 720P NVR system I purchased years ago.  Is it capable of being set for Night Vision?\nCustomer: Can I chat with a Human?\nCustomer: ok\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Night vision would be handled by the cameras rather than the NVR. If these are sPoE cameras that do not add to an account themselves, they would not have settings to adjust night vision. \nCustomer: what do you mean by add to an account?\nHuman Agent: You're currently contacting from a guest account so I cannot see what devices you have on your account, but some older NVRs the cameras could not be added to the account and you purely could only add the NVR. Later sPoE cameras and wifi cameras could be added to accounts directly where you could then adjust various settings. \nCustomer: I purchased the equipment years about.  I have a unit that has a PC Monitor VGA Output and then 4 IP camera inputs.\nCustomer: what does NVR stand for?\nCustomer: also, how do I get to the setup screen on the monitor?  I powered the unit on the other day and all four of the monitor's showed what they were directed toward but I thought there used to be some sort of set up screen.\nHuman Agent: Do you know what type of connection is coming off of the short cable coming off of the cameras? Such as RJ45 or micro-USB and whether the connection on the camera side is male or female? That could help me determine whether they are ones that can add to the account. \n\nNVR stands for network video recorder.\nHuman Agent: What is the ID of the NVR?\nHuman Agent: The ID should be listed on a sticker on the bottom and would generally begin with ZMD, 14, or 15. \nCustomer: I am sorry that I not at home right now so I will not be able to answer some of your questions.  I do know that there are two different cables attached to each camera.\nCustomer: we never took them down so they are still strategically attached to the house.\nHuman Agent: Yes, the connection point I wanted to check on was the one coming off of the camera directly rather than the one that continues on to the NVR. If you are not there, what is the account that you have the NVR bound to? \nCustomer: David Gage I think\nCustomer: or if you need an e-mail address.  david.gage@hotmail.com\nCustomer: even though we hadn't had them running for years...the quality of the view from the camera's was excellent.  \nHuman Agent: Thanks, it is under that email. The NVR there though is no longer supported however so it would not work in the app. You can still use it locally, but we overall would not be able to provide support for it. The cameras that came with it though would not have had any night vision settings that are accessible and it would be purely automatic there. If you want to go through setup from scratch, you could potentially reset it (pinhole reset on the back) and then using a mouse could then go through the startup guide. \nCustomer: Are saying that I could re-configure them on site and set them to work at night?\nHuman Agent: There are no settings for night vision. The cameras that came with that NVR would only have automatic night vision where they swap between day vision and night vision automatically based on light level. \nCustomer: ok.  I did try to see what was available using the instructions the was provided earlier with the Mira connection.  there wasn't a Open Night Vision option listed.\nHuman Agent: Your device is not supported so unfortunately Mira's instructions would not apply. \nHuman Agent: As I mentioned though it does not have night vision settings and the night vision for that system is purely automatic. \nCustomer: Can I purchase updated cameras that would connection to the NVR that I have, that would provide Night Vision?\nHuman Agent: The NVR is not supported so it would not be usable in our apps. None of our current cameras would be compatible with it. \nCustomer: ok.  Next question.  If I purchased all new camera's and the supported version of the NVR...could I still use the cables that are already installed through out the attic and out to the camera's current mounts?\nHuman Agent: All of our current cameras are wifi cameras that are powered by standard wall outlets and connect to the network via wifi so they would not be compatible with the current cables. We have not produced NVRs since around 2018 so we do not have any current NVRs as well. \nCustomer: is it just the NVR that is not capable of Night Vision, but the camera's are, if connected to a unit with the app capabilities?\nHuman Agent: As I mentioned, your cameras do not have night vision settings, but do have automatic night vision. So it's not that any of the devices are incompatible with night vision, just that those devices do not have settings to adjust it as later devices do. Night vision though is always per camera rather than through NVRs. \nCustomer: that is a bummer.  because with the camera's connection directly to the NVR...I am not use my WiFI band width all the time.  Just when I want to use the app.\nCustomer: We once used to see a setup screen when we first got the system.  How do I get to that screen now?  When I powered the NVR back on...it just immediately showed what each camera with showing.\nCustomer: sorry....each camera WAS showing.\nCustomer: I do have the mouse that came with the equipment.  I could give the whole setup a try, like you suggested previously.\nHuman Agent: I had previously mentioned you may reset the system using the reset pinhole if you would like to go through the startup guide again which is where you set various initial settings. \nCustomer: unfortunately I don't have the Startup Guide anymore.  I don't know what happened to it.  I was hoping you could tell me how to get to the Start Up screen was saw orginally.\nCustomer: sorry again... my bad typing.  I am needing to know how to get to the Start Up screen we saw orginally.\nHuman Agent: Yes, I mentioned how you may access it. Did you reset the system as I mentioned? When you then go to click, instead of a log in page, it would then go through the startup guide. \nCustomer: I did see were you mentioned the setup again.  I just can't figure out how to bring up the setup screen on the monitor I have connected to the NVR.\nCustomer: How do you RESET the system?\nHuman Agent: Via the reset pinhole on the back of the system that I had mentioned. You would hold it in until the system restarts itself. \nCustomer: Oh.  I am sorry I miss-understood what you were trying to say.  I thought your were talking about a pinhole on each camera. \nCustomer: Dillon you have been very helpful.  I will try to reset the system and go through the setup.  Thank you for your assistance.\nHuman Agent: Okay, no problem. \nCustomer: you know how it is....stupid user syndrome  :-)\nHuman Agent: You're fine, was just reiterating since you had asked about it again. \nCustomer: sorry, one more question.  You said that the unit I have had only automatic night vision.  \nCustomer: so if I run through the setup again...was there a setting that I missed that would initiated the auto night vision?\nCustomer: I mean, there is not reason to go through the reset process if it won't change anything.\nHuman Agent: As I mentioned the night vision is automated and does not have any settings. In general, none of our cameras can have their night vision adjusted from NVRs, though newer cameras do have night vision settings available in the app. If your goal here is to access settings for night vision, a reset will not do anything to that end. \nCustomer: ok.  then they probably don't have an auto night capability. \nCustomer: thanks again.\nHuman Agent: They do have auto night vision capability. \nCustomer: it is not very good.  Especially if there isn't any kind of yard light on.\nCustomer: very grainy\nHuman Agent: It is automatic based on light level, swapping to night vision if dark enough or back to day vision if light enough. More than likely with the age of the system some of the IR lights used to see at night have started to burn out. To assist with that you could get an IR illuminator to cast the IR light into the area. That would use IR in the 850 or 940nm wavelengths. \nCustomer: is that something that I would purchase from you all or something I could get anywhere?\nCustomer: or could I purchase replacement camera's?\nHuman Agent: It is not something we carry, but I know they can be found on Amazon. Here is an example. https://www.amazon.com/Univivi-Illuminator-Infrared-Security-Cameras/dp/B075F7NV56\n\nWe have not carried those devices in quite some time so replacement devices would need to be used and may have similar issues. Unless you're fine with cameras that do not work with your NVR at which point our current cameras could work there and are the ones that connect via wifi and are powered via normal wall outlets. \nCustomer: Well you have given me some things to think about.\nHuman Agent: Feel free to let me know if you would have any other questions or concerns. My personal opinion is that with the age of the cameras and their incompatibility with the app, the IR illuminator may not be worthwhile here and personally I think newer devices would be better. If you're alright with wifi cameras without an NVR that use cloud storage options, our current devices could work. If you want an NVR with hard wired cameras like you have now, another brand may be your best option. \nCustomer: You don't have a wired camera setup anymore, correct?  I do like that I don't have to try to connect to an outlet that might not be available in the area I want a camera.\nHuman Agent: Correct, we only have wifi cameras that use normal power outlets and one model of rechargeable battery camera.\nCustomer: thank you so much for your time.  You have answered all my questions and I am now better informed.\nHuman Agent: No problem. Have a good day!\nCustomer: you too\nHuman Agent: Thanks!"]
["Customer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nWe will be closing in 9 minutes at 6pm CT. I would be happy to continue to assist you until then, but the chat will close at that time. If you would like a callback, you may schedule one via the button below. If you would prefer an email follow up instead, please let me know and provide an email you would like me to reach out on tomorrow."]
["Customer: Agent\nCustomer: ??\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?"]
["Customer: Can you send me customers service phone number?\nCustomer: -1\nCustomer: Poor customer service\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Troubleshooting\nCustomer: My 4 devices were offline for days. I just re setup 1 now all 4 work. But I’m seeing 6 windows instead of the 2. 2 cameras show twice in my main dashboard \n\nCustomer: -1\nCustomer: I should see 4 cameras. I see 6   2 are in my dashboard twice\nCustomer: -1\nCustomer: No\nHuman Agent: Hi my name is Wendy\nHuman Agent: Could you provide a screenshot of what you are looking at?"]
["Customer: Reactivate my account\nHuman Agent: Hi my name is Wendy.  Are you needing help setup camera named house?"]
["Customer: Troubleshooting\nCustomer: Speak to operator \nCustomer: 1\nCustomer: Were is the customer care button?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you?"]
["Customer: Camera won't connect \nCustomer: Did that still won't connect...it blinking green then blinking blue and back to green\nHuman Agent: Hi my name is Wendy.  The camera you are wanting to setup, is it new? or has it been setup before?"]
["Customer: I changed my WiFi info and now only 2 of my cameras connect\nCustomer: I need further assistance\nCustomer: The setup process is not working\nCustomer: The cameras are flashing green\nCustomer: Agent\nCustomer: Hello?\nCustomer: Agent\nCustomer: Hello?\nCustomer: -1\nCustomer: I need an agent"]
["Customer: Set up\nCustomer: Agent\nHuman Agent: How can I assist you?"]
["Customer: Send number\nCustomer: -1\nCustomer: You guys are RUDE, UNPROFFESIONAL, UNETHICAL….🙈👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎🤬\nCustomer: -1\nCustomer: 👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎👎\nCustomer: You need to take ethic classes u r useless\nCustomer: -1\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Could you please let me know what questions you have?"]
["Customer: Hi we changed internet companies. On the smarts site I get the zmd but the internet site I get the ip and MAC address.  All on internet site are labeled Zmodo cameras. How can I figure out which is which on the internet site. \nCustomer: The internet site doesn’t list the zmd only up and Mac for each\nCustomer: Only ip and mac\nCustomer: Is there a way to identify which ip or Mac goes with each zmd\nHuman Agent: Howdy, you've reached customer care, my name is Kylie. There's not an easy  way to tell which camera is which on the router itself unfortunately, You can unplug all the cameras but one and reboot the router to figure out which camera is which that way, however at any point in the future it is possible that the IP will change as that is something that is assigned to the camera by the router."]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Agent\nCustomer: Agent\nCustomer: Agent\nCustomer: I need a agent to assist me\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How can I assist you today"]
["Customer: need 2 cameras for 1080p sPoE Security System\nCustomer: need further assistants \nCustomer: agent\nHuman Agent: We do not make and sell sPoE cameras any longer. We have a partner company, SHO, who make Wi-Fi cameras that would be compatible with a Zmodo or Funlux 1080p NVR system.\n\nhttps://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7"]
["Customer: Help\nCustomer: Agent\n\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: Set up\nCustomer: The camera is on green and wont turn blue \nCustomer: Ok well I need to troubleshoot it then because I have tired everything else \nCustomer: Same color \nCustomer: It’s green and if it doesn’t turn blue it will not connect\nHuman Agent: Hi my name is Wendy.  The camera you are wanting to setup is it new? or has it been setup before?\nCustomer: Do you guys have a number I can call \nHuman Agent: I just sent you an invite so you can schedule a callback"]
["Customer: Troubleshooting\nCustomer: How do I delete a picture?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It's not possible to delete recordings outside of their automatic deletion when they expire. You can delete individual events, but it will not delete the footage."]
["Customer: Troubleshooting\nCustomer: How do I change the WiFi info on an existing camera \nCustomer: Ok\nThanks \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Connect to Internet \nCustomer: Technical support \nCustomer: Agent \nHuman Agent: How can I assist you?\nCustomer: Camera's won't connect to Internet \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Set up\nHuman Agent: Hi my name is Wendy. \nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with."]
["Customer: Troubleshooting\nCustomer: My camera had a red light on it\nHuman Agent: Hi my name is Wendy.  Camera named front door shows offline.  Is this the camera that you are needing help with?\nHuman Agent: What color is the indicator light on the camera? and is the light blinking or solid?  The red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: My cameras are not working \nCustomer: I need further assistance \nHuman Agent: Hi my name is Wendy\nHuman Agent: Are the indicator lights on your cameras blinking green right now?\nCustomer: No \nCustomer: Is there a number to call \nCustomer: I need to speak to someone \nCustomer: My camera is not working \nCustomer: No \nCustomer: No\nCustomer: I don’t know what to tell you but my camara is not working \nCustomer: Set up"]
["Customer: Set up\nCustomer: Representative please \nCustomer: Set up\nCustomer: It says device not supported when scanning barcode \nCustomer: When I scan barcode on back of camera it says device not supported \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD or GSG. \nCustomer: Hello \nCustomer: Can you help me set up my cameras \nHuman Agent: What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Is there an upgrade that I can download to use 5g internet \nCustomer: Can I use 5g internet \nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. No, you cannot use a 5Ghz network. That said, all modern routers should generally be able to use 2.4Ghz bands and generally would have that available by default in most cases as well."]
["Customer: What other brand doorbell cams are compatible with the ZMODO app? The doorbell cam I bought from yo with my other cams no longer works and you don't sell a new one.\nCustomer: What zmodo dorrbel cams are available? None on your website.\nCustomer: How do I reach customer service\nCustomer: agent\nCustomer: agent\nCustomer: -1\nCustomer: -1\nCustomer: agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nHuman Agent: We dont support other brands doorbells so there would be no other brand compatible. \nCustomer: I need a new doerbell cam. The Zmodo one I bought does not work anymore\nCustomer: I know you don't support other brands but I don't know where to get a Zmodo doorbel cam\nHuman Agent: Okay, we dont have a new model of doorbell out so we currently dont have any. You can try to look on third party sites for another doorbell or jsut keep an eye out for future models, at this time there is not a new doorbell out though.\nCustomer: So you are saying you don't support other brands and you don't sell one?\nHuman Agent: Yes.\nCustomer: Can you tell me what 3rd party vendors have your brand?\nHuman Agent: No you would have to look on your own for that.\nCustomer: So now I will have to use different apps for my home security?\nHuman Agent: Well if you want one of our doorbells again you would still use the app but if you cant find one you would then have to look at other brands of doorbells yes.\nCustomer: I want you to know I am supremely disappointed with these answers. I bought a ton of your products in good faith and now you don't even support my doorbell. That is pretty bad.\nHuman Agent: We dont have a new doorbell model and we are all sold out of the previous models so you cant buy one of those from us, I don't know what else to tell you besides look at third party sites if you want another one.\nCustomer: Thanks\nHuman Agent: no problem, have a good day."]
["Customer: we had a tech support call scheduled for 4:00 today and have had no call as of yet. Please have a representative call/\nCustomer: Agent\nHuman Agent: What is your name and your phone number?\nCustomer: Louis 321.759.3868\nHuman Agent: Your callback is scheduled for 4-5PM CST. It is currently 3:15 PM CST. You will receive a callback during your scheduled appointment time.\nCustomer: Okay, But, our business closes at 6:00 p.m. EST. It is now 4:15 p.m.\nHuman Agent: Your callback is scheduled for 5-6 PM EST. So you will be getting a call in approximately an hour from a Customer Care Agent.\nCustomer: Okay please try to call as close to 5 as possible as it make take some time to resolve the issues at hand.\nHuman Agent: You will get a call during your scheduled time. The Customer Care Agents will call as soon as they are available during your scheduled callback time."]
["Customer: Hi Miri still have problem sharing my cameras to another phone?!! I can’t find d persmission part on d Other phone like u said?!! 😬😃\nCustomer: The other phone am trying to share to is using Samson.. does that work?? 👍\nHuman Agent: Hi my name is Wendy.  Does the other person already have their own Zmodo app account created?"]
["Customer: Set up\nCustomer: Set up\nCustomer: What if I don't have the quick guide to scan?\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: hi . im juan , im try to buy somethig  , but nothing add  on my shop car . \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: How do i recover deleted recordings\nCustomer: I accidentally deleted videos how do i get them back\nCustomer: How do i do that\nCustomer: How do i add a camera back to previous user \nHuman Agent: Hi my name is Wendy\nHuman Agent: Camera named Eye-Spy is this the camera you deleted motion alert clips from?"]
["Customer: Set up\nHuman Agent: Hi my name is Wendy.  Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Set up\nCustomer: I changed from HughesNet Internet to Starlink.  Is there a place to make this change?\nCustomer: New internet\nCustomer: -1\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Speak to agent \nHuman Agent: How can I assist you?\nCustomer: Hello"]
["Customer: How do I reconnect my ZMOOD Camara to the wifi\nCustomer: The light is blue it's no changing to green \nCustomer: I change password and I need to put the new one in\nCustomer: -1\nCustomer: I network and I need to put in the new wifi password \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Can I get a number to call\n\nCustomer: -1\nHuman Agent: There is not a number that you can call in to. You can tap on Schedule Call to make a callback appointment.\nHuman Agent: There is not a number that you can call in to. You can tap on Schedule Call to make a callback appointment.\nCustomer: Schedule Call 347 298 1336\nHuman Agent: You will tap on where it says Schedule Call above my previous message."]
["Customer: Troubleshooting\nCustomer: Are you live?\nCustomer: No live button displayed\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: I called Amazon & my cameras don’t work..they are not working…I reached out to y’all & nobody hv called me..I troubleshoot & went on YouTube for 2 days..they don’t work…\nCustomer: I already did troubleshooting for 2 days..I have warranty to replace\nCustomer: -1\nCustomer: I have warranty why can’t I return when I have read everything & tried everything..\nCustomer: I need talk somebody verbal..what’s number\nCustomer: I talk with them before..what’s number…I hv supported & bought tons ya’ll camera..over 15\nCustomer: Agent\nCustomer: How do u talk with them..can u send my number to them\nCustomer: Agent \nCustomer:  Customer care agent\nCustomer: -1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon.  We will be closing at 6pm CT, but if you would like to schedule a call, you may do so via the schedule a call button. If you'd prefer an email follow up instead, please let me know. \nCustomer: I clicked on button & didn’t provide button to mash\nHuman Agent: I'm sorry, I'm not sure what you mean. You checked the schedule a call button and what happened?\nCustomer: I hv been reaching out 2 days \nHuman Agent: This seems to be the first contact we've gotten from your account, were you contacting as a guest before?\nHuman Agent: We are currently unavailable for live chat support, but you can reach out to us via email support@zmodo.com. Our new hours of availability are:\n\n- Monday to Friday: 9am to 12pm and 1pm to 6 pm CST\n* Excluding Holidays\n\nYou may also contact the chat outside of our hours again to speak to our AI chatbot Mira who can assist with some troubleshooting. I've also sent a callback scheduling form where you can click the button in the chat in order to schedule a callback for a future date if you'd prefer.\n\nThank you for understanding."]
["Customer: Troubleshooting\nCustomer: I don’t why my camera is just loading \nCustomer: I can’t see anything in my camera \nHuman Agent: Hello my name is Wendy.  Monito1 & Monito2 cameras show offline.  Are these the cameras you are needing help with?"]
["Customer: rotating camera\nCustomer: Customer support\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?"]
["Customer: Set up\nCustomer: Just moved I'm trying to set it back up without paying just to view\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: How do I reset it\nCustomer: How do I connect to Wi-Fi\nHuman Agent: Hi my name is Wendy.  The 3 cameras named MUCKCITY, what color are the indicator lights on the cameras? and are the lights blinking or solid?"]
["Customer: Good afternoon I would like to speak to someone in person \nCustomer: Please call not text 585 202 4379\nCustomer: Point is I want to speak to a rep in person \nCustomer: I upgraded my wifi box changed my username and my cameras haven't connected since \nHuman Agent: Hi my name is Wendy\nHuman Agent: In case you prefer to talk to a phone rep I just sent you an invite to schedule a callback.\n\nIf you would like my help in setting cameras named dadsroom, dadbathroom, livingroom, window cam please let me know what color the indicator lights are on the cameras and are the lights blinking or solid?\nCustomer: Yes \nCustomer: I have been struggling for weeks to get my cameras back reconnected \nHuman Agent: If you would like my help in setting cameras named dadsroom, dadbathroom, livingroom, window cam please let me know what color the indicator lights are on the cameras and are the lights blinking or solid?"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie. is this a new camera or one that was setup previously that you are trying to connect?"]
["Customer: Troubleshooting\nCustomer: Lights are flashing green\nCustomer: What's the next step?\nCustomer: They disconnected on their own\nCustomer: Need help\nCustomer: My cameras all.of a sudden stopped working, the lights are just flashing green but the connection times out\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Credit card update\nCustomer: Pay \nHuman Agent: Hi my name is Wendy.\n\nThe cloud plan on ZMD17A2I7208529 street view is through your Google play account\nHuman Agent: You will want to make sure your Google play payment method is up to date then the system should try again to charge you for this cloud plan"]
["Customer: My camera flashes green and purple, it doesn't detect the QR\nCustomer: 1\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are wanting to setup?\nHuman Agent: The ID will be listed on a sticker on the camera, it will start with ZMD or GSG"]
["Customer: Troubleshooting\nCustomer: Hi, my back camera is still offline. I have tried everything and it is still not working\nCustomer: I have tried all. It wont show solid blue. All I'm getting is a red light\nCustomer: can you look at my camera on your end if I give you the serial number\nCustomer: Troubleshooting\nCustomer: camera offline\nCustomer: I need to speak to customer support\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Hi Mira, I just changed my internet provider, and I was trying to connect my 4 cameras again, but I just have one connected, could you please tell me what to do\nCustomer: I did that, but still I couldn't \nCustomer: -1\nCustomer: May I chat with a real person ?\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Wait"]
["Customer: Troubleshooting\nCustomer: I'm having trouble connecting my devices\nCustomer: I need further assistance \nCustomer: Helpline phone number to talk to someone that may help me troubleshoot \nCustomer: Agent\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nHuman Agent: If you want to work in the Live Chat support, then could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Need help setting up my new internet \nCustomer: Can you get me someone who can help me\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: D/static_file/833e06a462_1_20250102164857.jpg\nHuman Agent: I seem to have you in two separate chats currently. That is an NVR though, not a camera. What is the ID of the camera you are trying to set up?\nHuman Agent: As the other chat you stated you were setting up a camera. \nCustomer: I'm trying to set the nrv\nCustomer: Nrv to the new internet \nHuman Agent: NVRs are plug and play in that you just would plug it into the new router.\nHuman Agent: You said in the other chat though that you were trying to change the internet for your camera? \n\nCustomer: Ok it's not turning blue\nHuman Agent: The light status would be based on whether it is currently recording or not. If you've already set up all of the cameras, you may need to clear out the listings in it for old devices. Do you already have all of the cameras connected?"]
["Customer: Hello. How is the mini pro powered\nCustomer: I want to know how the mini pro is powered. I dont see a cable in the pictures \nHuman Agent: Hello, you've reached customer care, my name is Kylie. The ZModo mini uses a male micro USB cord that plugs into it, then into a wall outlet for its power, its not a battery camera."]
["Customer: How to connect the Wi-Fi\nCustomer: How to connect Wi-Fi to cameras\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Slipper\nCustomer: I want to see online items\n\nCustomer: Nt opening\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you?"]
["Customer: Set up\nCustomer: Won't pick up Wi-Fi\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy. \nHuman Agent: What is the device ID on the camera you are wanting to setup? The device ID will be listed on a sticker on the camera and will start with ZMD or GSG\n\nCustomer: Okay thanks \nHuman Agent: Are you needing help with setup?\nCustomer: Later not now\nHuman Agent: Okay.  Live chat agents are available M-F 9am-12pm CST and 1pm-6pm CST on live chat if you want to talk to us later."]
["Customer: Troubleshooting\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are needing help with?\nHuman Agent: The ID will be listed on a sticker on the camera.  it will start with ZMD or GSG"]
["Customer: Agente\nCustomer: Agente\nHuman Agent: \nHola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?\nCustomer: Hola\nCustomer: Estoy teniendo problema para conectarme a mis camaras desde mi PC\nCustomer: El link que siempre use en la PC ya no funciona\nCustomer: No tengo problema en la App de mi cell\nCustomer: Trato de hacer un login con mi # de cell como siempre pero no me sale el prefijo de Mexico el #52 Me salen otros.. Mexico NO\nCustomer: HOLAA!\nHuman Agent: Bien, ¿a qué sitio web vas y también cuál es el número de teléfono que usaste para crear tu cuenta? Lo buscaré.\nCustomer: 52 646 171 8888\nCustomer: En mi cell no tengo problema para accesar\nCustomer: He tratado muchos sitios en la web.. \nHuman Agent: Bien, encontré tu cuenta. ¿Puedes intentar ir a user.zmodo.com y luego intentar iniciar sesión con tu número de teléfono? No pongas espacios ni guiones en el número de teléfono cuando intentes iniciar sesión.\nCustomer: OK\nHuman Agent: Si no logra iniciar sesión nuevamente, avíseme y tome una fotografía de cómo se ve la página con su número de teléfono y envíemela en el chat.\nCustomer: sigue sin aparecer Mexico al lado derecho de mi # de cell\nCustomer: No terngo camara en mi PC.. como te envio una screen shat desde mi cell?\nHuman Agent: You would take a picture of your computer screen with your phone, then send it to me in the chat, If you are chatting from a computer you would use the snipping tool on the computer to take a snip of how the screen looks then send that to me in the chat here\nCustomer: D/static_file/54e08616d5_1_20250303132540.docx\nCustomer: En español\nHuman Agent: Tomarías una foto de la pantalla de tu computadora con tu teléfono y luego me la enviarías en el chat. Si estás chateando desde una computadora, usarías la herramienta de recorte en la computadora para tomar un recorte de cómo se ve la pantalla y luego me la enviarías en el chat aquí.\nCustomer: como envio poto de mi cell al chat en la PC?\nCustomer: D/static_file/e4bac041f8_1_20250303133030.jpg\nHuman Agent: Parece que hubo una actualización en la aplicación web y actualmente esto es un error al iniciar sesión. Hay otro sitio web que puedes usar mientras tanto para iniciar sesión y utilizarlo hasta que se resuelva el problema. El sitio web es user.meshare.com, debería poder iniciar sesión en su cuenta desde allí sin ningún problema.\nHuman Agent: Pruebe user.meshare.com y avíseme si funciona para usted.\nCustomer: Ok deja lo intento..\nHuman Agent: Ok\n\nCustomer: Ya, Gracias..\nHuman Agent: Fantástico, ¿alguna otra pregunta con la que pueda ayudarte antes de irnos?\nCustomer: No, gracias\nHuman Agent: Ok, que tengas un gran día."]
["Customer: I was chatting with Wendy. Very frustrating that I can’t speak with someone. \nNow all my cameras are offline \nHuman Agent: Hi my name is Wendy\nHuman Agent: All 3 of your cameras show online now.  Great!\nHuman Agent: Live chat agents are available here on live chat M-F 9am-12pm CST and 1pm-6pm CST. \n\nAsk for an AGENT and then you can be connected with a live chat agent."]
["Customer: Como puedo conectar la cámara a otro wife\nCustomer: Quiero el manual\nHuman Agent: Hola mi nombre es Wendy.  ¿Necesita ayuda para configurar la cámara ZMD14G9F7000166 llamada Cámara?\n\n¿De qué color es la luz indicadora de la cámara? ¿Y la luz parpadea o es fija?"]
["Customer: Troubleshooting\nCustomer: Camera will not power up\nCustomer: Still does not power up. No green light on.\nCustomer: Still doesn’t power up\nCustomer: Still doesn’t power up\nCustomer: Outlet has power camera does not power up\nCustomer: Power supply is good and still no camera\nHuman Agent: Hi my name is Wendy.  Camera named uhaul is not powering on?\nHuman Agent: Did you try using a different power adapter (no extension cords, power strips, or surge protectors).  Plug the camera directly into a working wall outlet with just a working power adapter."]
["Customer: Set up\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: My camera not working \nCustomer: Connecting to wifi\nCustomer: Set up\nCustomer: How to connect to my new internet\nCustomer: What’s the initial setup \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Please provide the device ID of the camera/s/NVR you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Buenas se me daño una camara y no puedo eliminar el dispositivo de la aplicacion\nCustomer: Ya lo hice y no funciona\nCustomer: Agente\nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD o GSG y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras."]
["Customer: how dp i resolve an ip conflict\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If you have an IP conflict that is beyond our scope and you would have to research those type of issues on your own. the IP is assigned by the rotuer so if its assigning the same IP you would adjust this from the router."]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: I’m trying to sign up and something is wrong \nCustomer: Kimmieb10@hotmail.com\nCustomer: Trying to sign up \nCustomer: Can someone call me \nCustomer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If you woudl prefer to troubleshoot over a whonecall I would have to take doen your name, phone numbner, and email to scedule you for a callback. We do all of our calls on a scedule and the call would not be immediately now, I am happy to scedule you no problem but I also can ahppily assist you via chat here if you would like help as well, I want to do whatever you prefer. Just let me know what you prefer."]
["Customer: What’s the phone number Zmodo support \nCustomer: Troubleshooting\nHuman Agent: You can tap on Schedule Call if you would like to make a callback appointment.\nHuman Agent: If you would like to work with the Live Chat support, then how can I assist you?"]
["Customer: Luego allí que más sigue \nCustomer: Quiero configurar mi cámara pero no sé cómo hacerlo \nHuman Agent: Hola, me llamo Wendy.\n\nLa cámara ZMD19I2IHA16382 llamada Camera de garage se muestra sin conexión. ¿Es esta la cámara con la que necesitas ayuda?"]
["Customer: Something is wrong with my cameras \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: Why do i not have cloud service for my 5 cameras anymore.    It works and then it doesn't work.\nCustomer: It's free cloud service for 8 cameras or less\nCustomer: So why isn't it worling\nCustomer: Is there a support team member i can talk to on the phone \nCustomer: Agent\nCustomer: Do u need my phone number \nCustomer: 406-871-2742 \nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I wills end you the call sceduler into the chat now let me know if you ahve any trouble with submitting a callback"]
["Customer: Set up\nCustomer: Can’t get camera to connect to wifi\nCustomer: Got camera to work. How do I remove old cameras that broke and add name to new device?  The new device says smart device\nCustomer: No three dots\nHuman Agent: Hello, you've reached customer care, my name is Kylie. For the old camera click Live, click the settings gear in the top right, then click the three dots in the top right and choose delete. \nCustomer: Okay deleted camera. How do I get back to menu\nHuman Agent: Once deleted you should be able to back up to the Home screen on the app."]
["Customer: Troubleshooting\nCustomer: I’m having problems connecting to my wifi\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Customer service phone number \nCustomer: I want a phone number \nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Representative \nCustomer: D/static_file/8ad6df8200_1_20241107162348.png\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?"]
["Customer: Troubleshooting\nCustomer: My camara don't has the volumen \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Do the 2 cameras you have on your account have antennas connected to them?"]
["Customer: Troubleshooting\nCustomer: I am having trouble adding my cameras to my iPhone, currently they are working on my iPad\nHuman Agent: Hi my name is Wendy.\nCustomer: When I scan the barcode, it reads that this app is not supported by this device\nHuman Agent: I see 3 cameras connected to this phone number.  cam 1 shows offline.  Is this the camera you are needing help with?"]
["Customer: Español\nCustomer: Agente\nCustomer: Agente\nHuman Agent: \nHola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?"]
["Customer: I think I am needing new cameras - 1 has stopped working.  I can't seem to add the 1080p outdoor wifi camera to cart.\nCustomer: purchase\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If you are unable to add an item to the cart that means that item is sold out, you can either try to select a different item from the website or you cna try looking for our product on third party sites that list them such as amazon!\nHuman Agent: Is there any other questions I can assist you with today?"]
["Customer: Delete account\nCustomer: Agent \nCustomer: Agent Delete account \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could you please specify whether you're using an Android or iOS device?"]
["Customer: Troubleshooting\nCustomer: We changed our wifi and need to connect the cameras to the new router.\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Can request a call\nCustomer: Hi, grant.I was just messaging you and you sent me the link to request a call.I filled everything out.It would not let me submit.So I want to try again.Can you send me the link\nCustomer: Thank you \nHuman Agent: Yes, you can fill it out again. Make sure you do not have any dashes, spaces, or parentheses in the phone number.\nCustomer: Ok great\nCustomer: It went through, Thank you so much.\nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: I'm trying to say it my cameras I am also trying to reset my account or delete my old account to create a new one but I'm having trouble how do I delete my old account or reset it\nCustomer: Do you have a number where I could call him and get a hold of them so they can help me\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\nCustomer: Yes please my phone number is 701 409-9646\nHuman Agent: I sent the call scheduler into the chat for you to fill out and submit for the call. \nHuman Agent: all the times are set in central time zone, and to submit the call make sure there are no dashes or spacing in the phone number"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: How do I disconnect my camera from my old account that I no longer have access to?\nCustomer: How do I disconnect my camera from my old account that I no longer have access to?\nHuman Agent: Hi my name is Wendy\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nHuman Agent: Please also attach copies of your receipts for the cameras.\nHuman Agent: Please also attach copies of your receipts for the cameras.\nHuman Agent: with the device IDs and receipts I should be able to unbind the cameras so they can be setup to a different account\nHuman Agent: with the device IDs and receipts I should be able to unbind the cameras so they can be setup to a different account"]
["Customer: Set up\nCustomer: Set up\nCustomer: Blinking \nCustomer: -1\nCustomer: SPEAK not chat with a live person \nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?"]
["Customer: Hello, I want to ask a question about the app, I want to know if the Zmodo cameras are compatible with the Dahua NVR, I assume so, I press where it says smart kit but the DVR does not recognize me\nHuman Agent: Hello, my name is Grant. The Zmodo app would not be compatible with Dahua NVRs or cameras.\nCustomer: que nvr son compatibles con zmodo\nCustomer: Las camaras zmodo con que dvr son compatibles \nCustomer: Se puede usar otro dvr"]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are wanting to setup?\nHuman Agent: the ID will be listed on a sticker on the camera and start with ZMD or GSG"]
["Customer: The camera won't scam my qr code\nCustomer: I went through the setup process abd the camera isn't scanning my qr code\nCustomer: It's fishing at the same rate\nCustomer: It's not changing\nCustomer: 1\nCustomer: The light isn't changing when I present the qr code\nCustomer: I cannot get the status of my cameras to change when I show the qr code\nCustomer: It continues to flash at the same rate and color\nCustomer: What do I do now\nHuman Agent: Hi my name is Wendy.  The camera you are wanting to setup, is it new? or has it been setup before?"]
["Customer: Telephone call \nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: I would  like a telephone call \nHuman Agent: You may schedule a call for a future time using the button below. Otherwise I would be happy to help you here now. \nCustomer: Thanks \nHuman Agent: No problem. Would you like any help now or would you just like to wait for the callback later in the day?"]
["Human Agent: Agent \nHuman Agent: Customer care\nHuman Agent: There is no customer care agent button\nHuman Agent: I need a customer care agent to call me. I have been trying to talk to someone for a week.\nHuman Agent: I have gotten very angry with Zmodo\nHuman Agent: Where are you? Call me and this will go much faster.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule I will send you our call scheduler into the chat so you can schedule to speak with a rep over the phone, One moment.\nHuman Agent: I sent the call scheduler now. All the times listed are for Central time zone and when submitting the call scheduler be sure there are no spaces or dashes in the phone number or else it will not let you submit it. Let me know once your done.\nHuman Agent: Also, we are located in Central Illinois, \nHuman Agent: I called that number and it will not respond. I just filled out all the information just as I have done 3 other times and the submit button will not activate to let me push the button. It is light gray, not Blue. Please remove the subscription for cloud from my app.\nHuman Agent: Hello\nHuman Agent: The central Illinois number is useless\nHuman Agent: Are you going to respond?\nHuman Agent: Wake up and talk to me\nHuman Agent: We do not have an inbound number to call, but we do have outbound calling done via schedule\nHuman Agent: I selected call me. \nHuman Agent: Can you fill out the scheduler, try to submit it again then if you still have trouble scheduling take a screenshot of the form them send it to me in the chat to review."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: What information would you need to obtain video via a search warrant\nCustomer: What information would you need to obtain video via a search warrant\nCustomer: agent\nCustomer: agent\nHuman Agent: You can contact our legal department at legal@zmodo.com if you have a search warrant. The legal department will be better able to give you the exact information they would need for any footage.\nHuman Agent: You can contact our legal department at legal@zmodo.com if you have a search warrant. The legal department will be better able to give you the exact information they would need for any footage.\nCustomer: I want to speak to an agent\nCustomer: I want to speak to an agent\nHuman Agent: You can contact our legal department at legal@zmodo.com if you have a search warrant. The legal department will be better able to give you the exact information they would need for any footage.\nHuman Agent: You can contact our legal department at legal@zmodo.com if you have a search warrant. The legal department will be better able to give you the exact information they would need for any footage."]
["Customer: Won't connect \nCustomer: Call back\n\nCustomer: Agent \nCustomer: Agent \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zk8-bfs23nm\nHuman Agent: That is the FCC ID, not the Device ID. It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I did\nCustomer: Call me\nHuman Agent: You can tap on Schedule Call to make a callback appointment if you would like.\nCustomer: Yes still trying to figure it out\nHuman Agent: Were you able to submit a callback request?"]
["Customer: I would like to speak with someone over the phone please \nCustomer: Again I have did this 5times already im tired of texting because that’s not working \nCustomer: Ok so how do I reach out to customer service then\nCustomer: Ok\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Troubleshooting\nCustomer: I need to talk with a person\nCustomer: Hi Kylie, good morning \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How can I assist you today\nCustomer: I am unable to connect My cameras\nCustomer: The message says they are linked to another account \nCustomer: The person who gave me the cam set, disables the cams from her account early this year\nCustomer: We also reached support and they confirmed cams we're good to be connected under a new account \nCustomer: We provided the cams code already\nHuman Agent: Okay, I don't see the info to look up the camera, can you send me the cameras Model and ID number for me to look up the device?\nHuman Agent: The ID should start with ZMD.\nCustomer: D/static_file/ada1230969_1_20241227100913.jpg\nCustomer: That is one of the cams \nCustomer: Other models we're shared with zmode support team \nHuman Agent: The ID number there is cut off, are you able to send me the full ID number?\nCustomer: Yes\nCustomer: I am here"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: How to change network and password\nCustomer: -1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. To reconnect the cameras you would go through the setup with the camera's and the new network information"]
["Customer: Troubleshooting\nCustomer: My live feed is not working \nHuman Agent: Hi my name is Wendy.   Camera named kitchen/living room shows online.  Is this the camera you are not able to view the live feed?"]
["Customer: One of my cameras says it’s expired and I can’t seem to update the subscription on it\nHuman Agent: Hi my name is Wendy.  Which camera says expired? what is the name or device ID on the camera?"]
["Customer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID of the camera/s  you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Can you ship to Canada\nCustomer: How I buy product in Canada\nHuman Agent: Hi my name is Wendy.\n\nZmodo.com ships to the contiguous US only.   You may be able to find an Amazon seller in your area that sells Zmodo cameras."]
["Customer: Troubleshooting\nCustomer: having trouble connecting on my cell phone\nCustomer: I have everything connected. It’s just not. Can I have someone call me to help?\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Switched routers \nCustomer: Now that your assistance is no longer available on the phone and you can’t assist me here im going to get rid of your product and get a different one that has support, good luck going forward \nCustomer: -1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do still have Phone support, it is only Outbound and no longer inbound, we have Chat, email, and phone support still. How would you prefer to be assisted?\nCustomer: Phone\nCustomer: Hello?\nHuman Agent: Yes, I will send you the phone call schedule into the chat here, let me know if you have any trouble\nHuman Agent: I sent it into the chat now for you. \nCustomer: Can’t submit form\nHuman Agent: Make sure there are no Dashes or spacing in the phone number and it also needs the area code.\nCustomer: Trying to schedule call, phone number 425 244 9030\nCustomer: Ok ill try again \nHuman Agent: Okay\nCustomer: That worked, can you also add my land line # 4257717935,thank you \nHuman Agent: Which would you prefer we call?\nHuman Agent: Also it looks like you entered your email as being Cork1@hotmail.com, was that supposed to be cirk1@hotmail.com?\nCustomer: Yes\nHuman Agent: Okay, which number would you prefer we call?\nCustomer: Call land line first as I will use cell phone to view app\nHuman Agent: Okay, I will change the noted phone number to the 4257717935 number you provided. \nHuman Agent: Is there anything else I can help you with for now?\nCustomer: Thanks appreciate it\nHuman Agent: No problem. Is there anything else I can help you with for now?\nCustomer: Im good for now, will just be waiting for a call\nHuman Agent: Okay, we will give you a call sometime between 1pm and 2pm CT as you have scheduled. Have a good day. \nCustomer: U2 sounds good"]
["Customer: How do I change the wifi network on my cameras?\nCustomer: What is the installation process?  Do I need to reset the devices?\nCustomer: What is the intial setup process?\nCustomer: I have no paperwork so how do I set them up?\nCustomer: Please send me the intial setup instructions\nCustomer: Just send me the document for intial setup\nCustomer: Need the documentation for setup\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: Same issue I need customer care\nCustomer: There is no button for that\nCustomer: This is sad\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How can I assist you today?"]
["Customer: Set up\nCustomer: How do I reset my camera\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Are you needing help with ZMD14EME2239133 traveler?"]
["Customer: Hola \nCustomer: Español \nCustomer: Agente\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hola, te has comunicado con atención al cliente. Te habla Marcela. ¿Podrías darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras."]
["Customer: My cameras has not been working\nCustomer: I have tried that\nCustomer: Not working\nCustomer: Yes\nCustomer: Not working\nHuman Agent: Hi my name is Wendy\nCustomer: My cameras are not showing anything. Keeps saying device is offline\nHuman Agent: All 4 of your cameras show offline. Did you get a new router? or update your wifi name/password?\nHuman Agent: What color are the indicator lights on the cameras? and are the lights blinking or solid?"]
["Human Agent: How do I change the email \nHuman Agent: How do I change the userid\nHuman Agent: Can I change account \nHuman Agent: Can I open new account with same cameras\nHuman Agent: Set up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: Can someone call me I need assistance. \nHuman Agent: You can tap on Schedule Call to make a callback appointment if you would like to speak to a representative by phone.\nCustomer: I did that \nHuman Agent: Alright, then you will receive a call during your scheduled appointment time. Do you have any questions for me at this time?"]
["Customer: I would like to cancel my orders\nCustomer: agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you able to give me the order number for me to look it up?"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: My camera don’t work but when I took them down they did \nCustomer: It’ll show solid red\nCustomer: It’s showing solid red \nHuman Agent: Hi my name is Wendy.\n\nPlease provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nAlso please let me know the brand/model of cameras."]
["Customer: Set up\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: My back camera has been offline for 2 weeks now. I have tried following the steps to get it back online but have not been successful. The last time this happened I was able to schedule a time for someone to call me to help me get it working. Is it possible for someone to call me. The camera is on a pole I can't reach it and I am unable to climb a ladder.\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: How to factory reset camera\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are wanting reset?  The ID will be listed on a sticker on the camera.  it will start with ZMD or GSG\nCustomer: Hi it is ZP-IBH27-W"]
["Customer: I got new phone caram work but it not come up on phone when it gone off\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Can't connect my camera using QR code\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you are trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: How to set up my camera \nCustomer: How to do 2 factor \nCustomer: I don’t want customer care \nCustomer: Just give me chat or \nHuman Agent: Okay, I'll close the chat so that you may speak with the chat bot in that case. \nCustomer: Switch back to chatbot\nCustomer: Thanks"]
["Customer: Troubleshooting\nCustomer: None of my cameras are working just going around in circles\nHuman Agent: Hi my name is Wendy.  Backyard, driveway, and bonus room cameras show offline.  Are these the cameras you are needing help with?"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: It won’t connect\nCustomer: It won’t connect to Internet\nCustomer: It won’t connect to my Wi-Fi\nCustomer: -1\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the Id of the camera you're trying to connect? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD."]
["Customer: Troubleshooting\nCustomer: I haven’t been able to get unit to work. I’m not getting any notifications. But I’m seeing events \nCustomer: I’ve done all those and still not work\nCustomer: ZMD_SAP issue\nCustomer: I’m still cannot connect \nCustomer: I need further assistance \nCustomer: I need to speak to a representative \nCustomer: Agent\nCustomer: Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\nCustomer: Yes\nCustomer: Please\nCustomer: Schedule call would be better \nHuman Agent: I sent the call scheduler now for you, if you have trouble filling it out let me know\nCustomer: Thanks I just did \nCustomer: I had no trouble filling it out \nHuman Agent: Great, is there any questions you had before we go?\nCustomer: Yes. \nHuman Agent: Okay, what questions do you have?\nCustomer: Can I have the Zmodo app on 2 separate phone \nCustomer: For the same account\nHuman Agent: Yes, you would just log in with the same credentials on both devices. \nCustomer: Thanks \nCustomer: Have a nice day \nHuman Agent: You as well."]
["Customer: I’m having trouble with my backyard camera it’s saying it’s canceled on my thing \nHuman Agent: Hi my name is Wendy.  One moment I will check your account.\nHuman Agent: All 3 of your cameras are currently offline.  front door, back door, back yard\nHuman Agent: What color are the indicator lights on the cameras? and are the lights blinking or solid?\nCustomer: Ok my Wi-Fi is off\nHuman Agent: okay.\nHuman Agent: Did you have any other questions?"]
["Customer: Need to add new wifi to cameras\n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: Need call to call tech support\nHuman Agent: There is not a phone number that you can call. It looks like you scheduled a callback appointment, so you will be receiving a call this hour."]
["Customer: Subscription \nCustomer: I just renewed my subscription but unfortunately my device is not working.  Can I get a refund \nHuman Agent: Hello, you've reached customer care, my name is Kylie. The cloud subscription is only for recording purposes, it is not the cause for the device not working. Would you be able to troubleshoot with me for this device to get it back online?"]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: I need a phone number for technical support\nCustomer: I want to speak with someone cause this chat crap isn't working\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Having trouble adding a camera\nCustomer: Cannot add device\nCustomer: I'm trying to add a camera\nCustomer: I have tried several times following prompts and camera will not add\nCustomer: I want to add a camera\nCustomer: It won't add the device\nCustomer: Please help me add another camera\nCustomer: No led light shoeing on camera\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the new camera? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD."]
["Customer: My camera kit is linked to another account how do I reset to factory \nCustomer: I don't  remember the account\n\nHuman Agent: Hi my name is Wendy\n\nPlease provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: Hi\nCustomer: Erarsed\nCustomer: Deleted\nCustomer: 1\nCustomer: Agent \nCustomer: Contact number?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: I mistakenly deleted all my cameras \nCustomer: Yes \nCustomer: Hi\nHuman Agent: I sent the call sceduler so you can submit a callback let me know if you have any trouble with sceduling.\nCustomer: Now \nCustomer: Yes \nHuman Agent: What do you mean by now?\nCustomer: Can I call now?\nCustomer: My camera stop showing \nCustomer: Got deleted \nHuman Agent: No, as per my origional message we dont have any inbound calling so you would not be able to call us directly\nCustomer: Can u assist me?\nCustomer: Wired camera \nHuman Agent: If you would like a call for troubleshooting then you willl have to scedule a call, I can resend the call sceduler if you were unable to scedule that at all.\nCustomer: Was working perfectly fine\nCustomer: I’m not in the us\nHuman Agent: Okay, do you have a US number at all? its no problem for us to call phone numbers outside of the US as long as its a US number\nCustomer: No I don’t \nCustomer: Can you troubleshoot now?\nHuman Agent: I can troubleshoot over chat but not phonecall is that good for you?\nCustomer: Yes"]
["Customer: Do you have a phone number I can speak with someone\nCustomer: Agent\nCustomer: Okay\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Phone call please\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?"]
["Customer: Why is it not showing my cameras on my phone app? \nCustomer: Troubleshooting\nHuman Agent: Howdy,  you've reached customer care, my name is Kylie.  I looked up your account and there are a total of 4 camera's showing as bound to the account right now, are you unable to see the live video of any of those 5 cameras when you go to the device section of the app?"]
["Customer: Set up\nCustomer: I am trying to connect camera to internet it tells to connect my phone to the WiFi I want to connect did but it doesn’t let me continue \nCustomer: If I have Verizon home internet should that work\nCustomer: It’s not working can I get a call back\nCustomer: Ok thank you \nHuman Agent: You can tap on Schedule Call if you would like to make a callback appointment.\nCustomer: Thank you \nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Why are most of my cameras still on Version 7.1 only 2 have updated to version 16.1 software ?\nCustomer: Read above\nCustomer: Why are most of my cameras still on Version 7.1 only 2 have updated to version\nCustomer: Why are most of my cameras still on Version 7.1 only 2 have updated to version\nCustomer: Why are most of my cameras still on Version 7.1 only 2 have updated to version\nCustomer: They won’t update\nCustomer: Has no update message on each camera\nCustomer: Has no update message on each camera\nCustomer: Has no update message on each camera\nCustomer: Has no update message on each camera\nCustomer: Has no update information to update camera with most current version \nCustomer: Has no update information to update camera with most current version \nCustomer: Has no update information to update camera with most current version \nCustomer: Has no update information to update camera with most current version \nCustomer: Has no update information to update camera with most current version \nCustomer: Has no update information to update camera with most current version \nCustomer: Has no update information to update camera with most current version \nCustomer: Has no update information to update camera with most current version \nCustomer: Has no update information to update camera with most current version \nCustomer: Has no update information to update camera with most current version \nCustomer: Has no update information to update camera with most current version \nCustomer: Has no update information to update camera with most current version \nCustomer: Has no update information to update camera with most current version \nCustomer: Has no update information to update camera with most current version \nCustomer: Has no update information to update camera with most current version \nCustomer: Has no update information to update camera with most current version \nCustomer: Answer above question \nCustomer: Get an agent \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. The cameras are all on their latest firmware versions"]
["Customer: I have been trying for months to cancel our service we no longer live there we no longer have access to the cameras I've canceled it through Google I've canceled it through the app I've disputed it with my bank and still again today the monthly charge has come out again What do I have to do\nCustomer: Agent \n\nCustomer: Agent\nCustomer: Agent\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.  What is your account username? email/phone?"]
["Customer: Quick guide\nCustomer: Need quick guide QR code\n\nCustomer: Can you send me the QR code from the quick guide?\nCustomer: -1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you trying to setup a camera that has been setup before in the past or is this a new camera youa re trying to connect?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Not getting a voice prompt \nCustomer: Contact customer support \nHuman Agent: Hi my name is Wendy\nHuman Agent: The camera you are wanting to setup, is it new? or has it been setup before?\nCustomer: Been set up before \nCustomer: Hello"]
["Customer: Login\nCustomer: Troubleshooting\nCustomer: Change id \nHuman Agent: Hi my name is Wendy\nHuman Agent: Unfortunately, it is not possible to change the account phone number since that's the actual account identifier.  You would need to create a new account with an email address since new phone number accounts are no longer able to be created."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: I reset a camera and now it does not work\nHuman Agent: Hi my name is Wendy.  If you reset the camera that deletes the wifi info you set the camera up with.  The camera will need to be setup again.\n\nKitchen camera shows offline.  Is this the camera you are needing help with?  What color is the indicator light on the camera? and is the light blinking or solid?"]
["Customer: Cameras offline\nHuman Agent: Hi my name is Wendy.  Front door,kitchen, pool, driveway cameras show offline.  Did you get a new router? or update your wifi name/password?"]
["Customer: can't set up camera\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: it says \"ZMD_SAP\" was not connected.  please reset this for me\nHuman Agent: Did you see my previous message? What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: zmd12gm47218034\nCustomer: can't connect my camera because it is going to another network"]
["Customer: Cancel \nCustomer: Agent \nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?"]
["Customer: Set up\nCustomer: I have some cameras not for sure how to set them up\nHuman Agent: Hi my name is Wendy.  The cameras you are wanting to setup, are they new? or have they been setup before?"]
["Customer: I pay for continous recording on all of my devices, but it is not recording continuously and only recording motion. \nCustomer: I need customer service \nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Customer Sevice\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking, Are you on an android or iphone?"]
["Customer: Set up\nCustomer: Do not have a QR code tried all but no set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera you are trying to setup or one that was previously setup?"]
["Customer: I'm trying to give new credit card info. Up pops this ,payment issue, the new payment method provided does not work user not found please retry.\nCustomer: I need to talk to a humzn\nCustomer: I need z humsn\nCustomer: I need a human\nCustomer: I need to give a new credit card number\nCustomer: I said it I need to give you a new credit card number. What do g you understand \nCustomer: Customer service\nCustomer: Hi this my second call today. When I try to put in my new credit card information it says, payment issue.the new payment method provided  dies not work. User not found please retry.\nCustomer: This payment is due and no matter what I try it does not work. This card has thousands in credit. It works.\nHuman Agent: Are you trying to log in through the web app or through the mobile app?\nCustomer: I've tried both. The last person gave me an https. And that came up a black screen. Then I got a there's a problemtry again later.\nCustomer: I really miss the human I used to call and give my number to. I've done it the past 3 yrs.\nHuman Agent: Okay, you need to go to the web app. If copying the address that was given to you before did not work, then just type user.zmodo.com in to your web browser.\nCustomer: Oh lord he we go again. Wish me luck.\nHuman Agent: We have not taken your payment information over the phone. You can schedule a callback if you would like by tapping on Schedule Call and a representative can walk you through accessing the web app to update your payment information.\nCustomer: Ok I scheduled a call back for tomorrow.  Thank you.\nHuman Agent: You're welcome. A representative will call you then for your appointment to try to help you access your account so you can edit your payment information."]
["Customer: Call me\nCustomer: I need to talk on phone \nCustomer: Agent\nCustomer: Help\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Hi\nCustomer: Human ? AI?\nCustomer: Hi I have problem in registration of my NVR to my phone app\nCustomer: I want a human conceler\nCustomer: Set up\nCustomer: What about nvr ?\nCustomer: -1\nHuman Agent: We are currently unavailable for live chat support, but you can reach out to us via email support@zmodo.com. You can also tap on the schedule call button to set up a callback.  Our new hours of availability are:\n\n- Monday to Friday: 9:00 am to 6:00 pm CST\n* Excluding Holidays\n\nThank you for understanding."]
["Customer: Troubleshooting\nCustomer: how do i get back from a blank screen on my zmodo system\nHuman Agent: Hi my name is Wendy.  Are you seeing a blank screen on a monitor connected to a NVR? or where are you seeing a blank screen?"]
["Customer: Set up\nCustomer: Trouble\nCustomer: Agent\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: How can I assist you?"]
["Customer: Still here\nCustomer: Same problem \nCustomer: Can't get my camera to work\nHuman Agent: Hi my name is Wendy.  Are you needing help with camera named extra?\nCustomer: Yes\nHuman Agent: You are needing help with camera named extra?  What color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: Green flasing\nCustomer: Flashing\nCustomer: Blinking \nHuman Agent: You will want to setup the camera to get it online.\n\nQR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the phone app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*"]
["Customer: Agent\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: I need paid my suscripción camera how i can do\nCustomer: My camera subscriptexpire hoy can i pay my bll\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have your Zmodo account email? \n\nCustomer: My camera expire september,i need paid"]
["Customer: Set up\nCustomer: I need help setting wifi up to my device.\nCustomer: Set up\nCustomer: Wifi\nCustomer: I don't know how to set wifi up to my device\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Set up\nCustomer: Set up\nCustomer: QR code won’t work \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Need a person\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?\n\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: I can’t hear on the playbacks\nHuman Agent: Hi my name is Wendy.  Which camera is having this issue?  what is the name or ID on the camera?"]
["Customer: How can I stop sharing my cameras with someone\nCustomer: Customer service number\nHuman Agent: Hi my name is Wendy.  I just sent you an invite to schedule a callback"]
["Customer: Set up\nCustomer: I've changed Internet service. How do I reconnect to Internet?\nCustomer: How do I reconnect my base to the Internet?\nCustomer: How do I access the settings on my base and connecting it to my Wi-Fi network?\nHuman Agent: Hi my name is Wendy\nHuman Agent: Your NVR needs to connect to your router with an ethernet cable running from the back of the NVR to your router\nCustomer: Set up"]
["Customer: I have a problem with two cameras, they stay offline, and I have to turn off the electrical panel and turn it on again for it to work again.\nCustomer: I've seen all this but I still have problems\nHuman Agent: Hi my name is Wendy\nHuman Agent: Quintal, garage, Próton de entrada, Coisinha cameras show offline.  Are these the cameras you are needing help with"]
["Customer: J'arrive pas à connecter le camera avec mon wifi\nCustomer: J'ai dé manuel\nHuman Agent: \nBonjour, vous avez contacté le service client, je m'appelle Kylie. Pouvez-vous me dire le modèle et le numéro d'identification de la caméra ?\nCustomer: Zmodo\nCustomer: Le support technique \nHuman Agent: Bonjour, vous avez contacté le service client, je m'appelle Kylie. Pouvez-vous me dire le modèle et le numéro d'identification de la caméra ?"]
["Customer: Set up\nCustomer: Set up\nCustomer: I bought your 4 outside cameras. they do not swivel left or right only 2 way swivel.\nCustomer: I just did\nCustomer: are you there\nCustomer: How about a live person\nCustomer: Do you realize this chat is worthless.\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You can generally rotate the bracket as well by loosening another of the screws. If you need assistance with this, would you be able to provide a picture of the bracket used on your device?\nCustomer: yes. \nCustomer: It only swivels 2 ways not side to side\nHuman Agent: I have not received the picture, did you already try to send it?\nCustomer: D/static_file/24b50d18cd_1_20241017153138.jpg\nCustomer: it will not swivel left or right. only up and down. clockwise or counter clockwise\nHuman Agent: Thanks. On the other side, facing away from the camera, is another screw on the bracket near where the bracket meets the camera. Loosening that allows you to rotate the the bracket. When used in conjunction with the rotation of the mounting plate, that can allow for both up/down and also left/right rotations. \nCustomer: Have to find a small screwdriver\nHuman Agent: Okay. \nCustomer: D/static_file/a1e04e2683_1_20241017153938.jpg\nCustomer: I loosened that screw\nCustomer: Still no left or right\nCustomer: That only holds the bracket to the camera does not swivel/ \nHuman Agent: Yes, and with that loosened, the bracket can rotate. So if you say rotate the camera there so that what previously moved up/down is left/right instead, that allows for left/right rotation instead. That paired with some rotation of the mounting point of the bracket can result in some allowance for both left/right and up/down to some extent. \n\nHuman Agent: I took a few pictures and am sending them to my computer so that I may show you what I mean. \nCustomer: Ok I see now. Sorry. I am old and cant figure things out like before Thanks for your help. \nCustomer: These will work perfect. \nHuman Agent: No problem, glad it will work for you. Is there anything else I can assist you with for now?\nCustomer: I got it adjusted now. \nHuman Agent: Okay. \nCustomer: You have been a great help thank you\nHuman Agent: No problem, have a good day!"]
["Customer: Set up\nCustomer: Hi my camera will not read the QR code for setup, my WiFi password is correct and I am holding the phone 8 inches away \nHuman Agent: Hi my name is Wendy.  The camera you are wanting to setup, is  it new? or has it been setup before?"]
["Customer: Troubleshooting\nCustomer: Hello, is anyone going to call me?\nCustomer: I was supposed to get a call earlier this morning for an appointment. I made yesterday with one of your representatives. But I never got a call. I reached out to this line because it seems to be the only line of communication they asked for my number and no one still has called me.\nHuman Agent: What was the phone number that you gave for your callback appointment?"]
["Customer: The zomodo_sap WiFi is not popping up on the cameras end- I cannot find the network to connect it to my home wifi\nCustomer: None of those work \nCustomer: I need a new QR code to connect \nHuman Agent: Hi my name is Wendy\nHuman Agent: The cameras named front deck, flag, and garage use QR code setup.  Are the indicator lights on the cameras blinking green right now?"]
["Customer: Set up\nCustomer: I cannot get my cameras to link \nHuman Agent: Hi my name is Wendy\n\nPlease provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with."]
["Customer: Set up\nCustomer: how do i make sure i am connected with 2.4Ghz?\nCustomer: did that still not able to reconnect 1 camera and one more\nCustomer: cannot connect cameras using zink\nCustomer: both are blinking green\nCustomer: yes\nCustomer: why can't i connect cameras using zink?\nCustomer: i do see it\nCustomer: I have followed all instructions several times and still cannot connect cameras. all I get is failure to connect\nCustomer: I follow set up instructions and get failure to connect\nCustomer:  i am using the Zink connection\nCustomer: I have done this. still cannot connect\nCustomer: I am connected to ZMD_SAP still doesn't work\nCustomer: It is compatible. There are 2 cameras still connected\nCustomer: The device is compatible\nCustomer: I understand you must be viral. No problem\nHuman Agent: Hi my name is wendy\nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: my camera won't scan my barcode\n\nHuman Agent: Hi my name is Wendy.  The camera you are wanting to setup, is it brand new? or has it been setup before?"]
["Customer: Need to add new cloud account for the  remainder of my cameras help me\nHuman Agent: Hi my name is Wendy\nHuman Agent: It looks like you are subscribed via Google. Google does not like having multiple subscriptions for the same app. What you need to do is subscribe again for the new number of cameras you want to subscribe. Google will charge you again but they will issue a credit or refund for the remaining time on the old plan."]
["Customer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Can I call someone?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: I need to replace one camera that is bad. How do I replace the camera. It keeps telling me the ID isn't correct.\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  Cameras named front door1 & kitchen show offline.  Are these the cameras you are needing help with?"]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: I was given 2 zmodo camera and have having a hard time connecting\nCustomer: -1\nHuman Agent: Hi my name is Wendy.  Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: I got a new router with new password how do get my cameras to work again \nCustomer: How do I find it on the app \nCustomer: It will not let me click on device id\nHuman Agent: Hello, you've reached customer care, my name is Kylie. You would actually go to the Home, click the + then go through the setup from there."]
["Customer: I try to set up a call back today and it would not let me\nCustomer: I try to set up a call back today and it would not let me\nHuman Agent: You would want to be sure you do not have any dashes or spaces in your phone number. I will send the callback form again."]
["Customer: Set up\nCustomer: Set up\nCustomer: We not working still\nCustomer: Agent \nHuman Agent: Hi my name is Wendy\nHuman Agent: What is the ID on the camera you are wanting to setup? The ID will be listed on a sticker on the camera and start with ZMD or GSG"]
["Customer: Set up\nCustomer: How do I reset my camera that has been used before ? I do not know the account password or name\nCustomer: Ok that’s is fine with me\nCustomer: Instructions to reset camera?\nCustomer: Solid blue light\nCustomer: How to access camera with solid blue light\nCustomer: I do no have the username nor password due to previous owner death\nCustomer: Can I fully reset the camera without account name and password ? If so how?\nCustomer: The previous camera owner died, how do I setup camera \nCustomer: How to delete from previous owners account if I do not have access \nCustomer: How to delete previous owner account if deceased \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Cameras are not working \nCustomer: If they are plugged in then what?\nHuman Agent: Hello my name is Wendy.   What are the device IDs on the cameras that are not workign?\nHuman Agent: the device ID will be on a sticker on each device and start with ZMD or GSG"]
["Customer: What’s your number to speak to a live agent\nCustomer: Ok thanks\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. There isn't a direct number but you can tap the schedule call  option to set up a callback. \n\n\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. There isn't a direct number but you can tap the schedule call  option to set up a callback. \n\n\nCustomer: Can you send that link again, please to schedule a call?\nCustomer: Is there anything you can help me with? We updated our modem and router and now we cannot get the cameras sunk.\nHuman Agent: Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Hello\nHuman Agent: Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nHuman Agent: Are you getting my messages\nHuman Agent: Are you there?"]
["Customer: I can’t scan QR code\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are wanting to setup?\nHuman Agent: The ID will be listed on a sticker on the camera, it will start with ZMD or GSG"]
["Customer: Set up\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Hello\nCustomer: I like to schedule a call meeting\nCustomer: Agent\nCustomer: I’d like to speak to a representative\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?\n\nCustomer: Speak to an agent\nHuman Agent: I am an agent how may I assist you? \nCustomer: After the update, it was very confusing. What exactly in my pain for a month?\nCustomer: ?\nHuman Agent: You can see what plan you have or had under the apple subscription menu. To check the status of your subscription managed via Apple. Open the Settings app. Tap your name at the top. Tap Subscriptions, find the subscription then tap on it to see its status and type of subscription. \nCustomer: I know that, but to cancel it takes me to a whole different link. Can I schedule a call?\nHuman Agent: Sure, can you send me a picture of where it takes you?"]
["Customer: My new 4 cameras need to be added to my account all i need is live\nCustomer: Billing\nCustomer: I need to discuss billing\nCustomer: Live chat please\nCustomer: Where is customer care chat button\n\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Customer care chat\nCustomer: -1\nCustomer: I cannot find customer care chat button\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Troubleshooting\nCustomer: My camera and system are out \nHuman Agent: Hi my name is Wendy.  Do you have a NVR? or do the cameras connect to repeaters?"]
["Customer: Troubleshooting\nCustomer: Cant see all the cameras\nCustomer: -1\nCustomer: Seeing some cameras but cant view some\nHuman Agent: Hi my name is Wendy.  Wash room & front gate cameras show offline.  Are these the 2 cameras you are needing help with?"]
["Customer: Daring  setup I get the msg this device is bound to another account \nCustomer: How do I do I do that\nCustomer: This is ridiculous. 2 people have disconnected before I could answer.\nCustomer: Agent\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are needing help with?\nHuman Agent: The device ID will be listed on a sticker on the camera.  It will start with ZMD or GSG\nCustomer: Jui cant do thos now I'll try later"]
["Customer: I have subscription but I don’t see any videos . Why?\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Currently its showing on my end that the cameras are not subscribed currently so there would not be the cloud service on any of the cameras."]
["Customer: Set up\nCustomer: help\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: I need to speak with an agent \nCustomer: Is there an 800 number to call\nCustomer: Hello\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Hola \nCustomer: Español \nCustomer: Agente \nHuman Agent: ¿Cómo puedo ayudarte?"]
["Customer: Agent\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: don’t wrk\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?"]
["Customer: hello. I would like you to delete the cameras from my account so I can install them again, since it is having problems again.\nthank you\nHuman Agent: Hi my name is Wendy.  The 4 cameras connected to this account, are the indicator lights on them blinking green?"]
["Customer: Set up\nCustomer: Reset\nCustomer: I don't have access to email that was started with\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you send me the cameras Model and ID numebr so I can try to look them up and see what account they are bound to? the ID on the device will start with ZMD"]
["Customer: Set up\nCustomer: Trying to replace an existing camera, it’s not locating\nCustomer: Hello Dillon trying to replace a camera. It doesn’t work.\nCustomer: Thinking of replacing Zmodo altogether\nCustomer: Are you there?\nHuman Agent: Okay, so you removed an old wired camera and plugged a new one in there? Is the new one the one named Deck on your account? If not, what is it's ID? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nHuman Agent: Yes, we have multiple chats to reply to at once and also need to look into pertinent information for cases/type messages so replies may not always be immediate."]
["Customer: Troubleshooting\nCustomer: Agent\nCustomer: Agent\nCustomer: Hi\nCustomer: Agent\nCustomer: hello\n\ni have removed camera zmd14ecda237413 (its broken) from the subscription and kindly ask you to put in the same subscription another camera - zmd15jtda016714 \nCustomer: Please step-by-step instruction how to do it\nCustomer: Please step-by-step instruction how to add a new camera to the existing subscription\nCustomer: What was subscription for the camera zmd15jtda016714\nHuman Agent: I can move the remaining time from the old camera ZMD14ECDA237413 to the new camera but the subscription cannot be moved."]
["Customer: I can't see images from my Zmodo cameras  in my Zmode app.\nCustomer: 1\nHuman Agent: Hi my name is Wendy.  What type of Zmodo cameras do you have?"]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: It's a old zmodo I am trying to put it on my new phone \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you able to send me the cameras ID number and model?"]
["Customer: Hi, I I'm trying to get into my original Zmodo account when I say original I mean by using my phone number I had this happen once before and I texted and asked you if you could just reset my Zmodo password that's connected with my phone number I believe I have the correct password using my phone number but I can't seem to get into my account I can open a new account where none of my devices can be seen but I would like to get to my original account if possible can you help me please\nCustomer: 1\nCustomer: Set up\nCustomer: Help\nCustomer: Live sgent\nHuman Agent: Hi my name is Wendy\nHuman Agent: What is the device ID on the camera that you have?  The ID will be on a sticker on the camera, it will start with ZMD or GSG\nHuman Agent: With the device ID I can check what email/phone the camera is connected to"]
["Customer: My camera is saying it’s connected to another account and I do not have access to account \nCustomer: I need further assistance \nCustomer: \nMy camera is saying it’s connected to another account and I do not have access to the account to disconnect it \nCustomer: I need to connect my camera but it’s saying connect to another account. I DO NOT HAVE ACCESS TO ANOTHER ACCOUNT \nHuman Agent: Hi my name is WEndy\nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Set up\nCustomer: Add device manually \nCustomer: Add device without qr code\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you able to send me the cameras Model and ID number so I can look it up? the ID will start with ZMD."]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?\nHuman Agent: How can I assist you?\nHuman Agent: You are connected with a Customer Care Agent. You will need to give me information about how I can assist you."]
["Customer: Set up\nCustomer: Don’t know how to get started\nCustomer: Send me directions\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you trying to connect your camera named home13012?\nCustomer: Trying to get the cameras to work. Yes\nCustomer: I lost my directions\nHuman Agent: Okay. In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily."]
["Customer: Set up\nCustomer: Got new modem and router my cameras don't come on online\nHuman Agent: Hi my name is Wendy.   Are the indicator lights on your cameras blinking green right now?"]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Is this a person?\nCustomer: So what do I do now the camera still doesn’t work when I click on it\nCustomer: Can you please give me a call?\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: Call back"]
["Customer: Set up\nCustomer: Hello I need to cancel my call back for tomorrow.  I have installed the cameras myself. Thanks \nCustomer: Hi Grant. I would like to cancel my call back for tomorrow please.  I set up my cameras .Thanks\nHuman Agent: Alright, I will cancel the callback appointment.\nCustomer: Thanks \nHuman Agent: You're welcome."]
["Customer: Hi\nCustomer: Plese suport\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Hi\nCustomer: I have problem with one cam\nCustomer: Is blue but is not conect\nCustomer: My acct is intexbell@ gmail.com\nCustomer: D/static_file/68cf3cdd65_1_20250113173200.jpg\nCustomer: Hi\nCustomer: Hello\nHuman Agent: Yes I am here, what issue are you having with that camera?\nCustomer: Is blue but i cant see"]
["Customer: Adding devices \nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: My camera not working \nCustomer: I want to put set up \nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: Troubleshooting\nCustomer: I paid for cloud service & im not seeing any clips\nAlso my camera is not connecting to the internet\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?"]
["Customer: Troubleshooting\nCustomer: I can watch my camaras through the monitor, but not the Funlux app\nHuman Agent: Hi my name is Wendy.  The NVR connected to this account is offline.\nHuman Agent: Could you please make sure you have an ethernet cable running from the back of the NVR to your router? Make sure both ends are plugged in tight?\nHuman Agent: or try using a different working ethernet cable"]
["Customer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: I need help resetting my cameras\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. \n\nHuman Agent: Are you trying to connect the cameras named Outside currently?"]
["Customer: Setup\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the device you're trying to set up? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD."]
["Customer: How do I determine if cameras are weatherproof \nCustomer: Ip 66\nCustomer: Can you help set up system \nCustomer: Ok when I get back to working in I will get on chat\nCustomer: You all don’t have a phone number\nCustomer: ?\nCustomer: Do you have phone number?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the system you're trying to set up? If it's an NVR, it should be on a sticker on the bottom starting with ZMD, 14, or 15. We do not have a phone number to call, but we can schedule callbacks as needed."]
["Customer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you are trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Cameras are offline\nCustomer: How do I do initial set up\nHuman Agent: Hi my name is Wendy.  The 4 cameras connected to this email all use QR code setup.  \n\nAre the indicator lights blinking green?"]
["Customer: Set up\nCustomer: Two of my devices are saying connected to another account \nCustomer: Says another account \nCustomer: Let me see if I can screenshot \nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device IDs of the cameras you are trying to set up? The ID starts with ZMD and it can usually be found on a sticker the bracket or camera under a barcode."]
["Customer: Set up\nCustomer: My brother had zmodo cameras set up at my Mom. He is no longer with us. I have had to rake over. He had about 3 or 4 setup. He also had others is an open box. I have tried to set them all up but when I try to connect them to my new setup app it says to contact support because they are attached to another app\nCustomer: How do I contact them. I thought you were support\nCustomer: I need specific contact support for this issue \nHuman Agent: Hi my name is wendy\nHuman Agent: What are the device IDs on the cameras you are needing help with?\nHuman Agent: The device IDs will be listed on stickers on each camera and will start with ZMD or GSG"]
["Customer: I want to delete cameras from my account \nCustomer: -1\nCustomer: My cameras are no longer connected \nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Ok\nCustomer: Conect me to a customer care agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?"]
["Customer: Yeah, somehow my account got wiped out and now all my cameras are off-line. Please have somebody contact me.\nCustomer: -1\nCustomer: Yeah, please have somebody contact me in regards to my account being deleted, and my cameras are off-line\nCustomer: I am trying to contact customer support, but I’m not getting any response. Please have them call me or send me a phone number that I can call them.\nCustomer: Okay I will wait \nHuman Agent: Hello, you've reached customer care, my name is Kylie. we only have outbound calling done via scheduling, I will send you the call scheduler so you can schedule yourself a callback. \nHuman Agent: I sent the scheduler now, let me know if you have trouble submitting a callback or not."]
["Customer: Troubleshooting\nCustomer: No puedo cone tar las camaras sin eliminarlas\nCustomer: Tengo el id de todas las camaras \nCustomer: Como le hago \nCustomer: Activar las camaras teniendo el id de las camaras\nCustomer: No aparece la option \nCustomer: Agent\nCustomer: D/static_file/0a9e1ab73a_1_20250109174111.png\nCustomer: Son los is de las camaras cabbie de. Wifi\nCustomer: Y quiero volver a conectarlas sin eliminarlas \nHuman Agent: Bien, esas cámaras usan código QR o configuración Zinks, recomiendo reiniciar las cámaras y luego realizar la configuración QR primero, ya que con esa configuración, cuando una se conecta, envía la señal a su alrededor para conectar otras cámaras para que pueda tener varias en línea potencialmente.\nHuman Agent: Here are the QR code setup directions\nHuman Agent: \n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code."]
["Customer: Ahent\nCustomer: Agent\nCustomer: When will agents be available \nCustomer: Agent \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?\n\nCustomer: Agent\nCustomer: We have a quest About the cameras we purchased\nCustomer: Don’t to purchase more\nCustomer: Agent\nCustomer: Troubleshooting\nCustomer: Agent"]
["Customer: Had an appointment scheduled for a Val from 4:00-5:00 today. It’s after 5:00 and I did not receive the call. \nCustomer: Agent\nCustomer: I am very frustrated with these cameras and this support!!!\nCustomer: Is anyone there??????\nHuman Agent: It is just now 4PM. The calling is for Central timezone you have not been called yet\nHuman Agent: you will get a call between 4-5PM central time."]
["Customer: Español\nCustomer: Agente\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?\nCustomer: Hi\nCustomer: Me puedes llamar por favor?\nCustomer: Tengo problema con el plan de la camara\nHuman Agent: No tenemos un hablante de español para soporte telefónico, solo podemos comunicarnos por teléfono en inglés, ¿te parece bien? Si es así, puedo enviarle el programador de llamadas telefónicas para programar una llamada."]
["Customer: ZMD18CMIH800469\nZMD18CMIH800472\nZDM18BMIH800258\nZDM18BQIH801443\nCan you help me unlink these cameras from the email accounts?\n\nOne of them is linked to my email.\nCustomer: ZMD18CMIH800469\nZMD18CMIH800472\nZDM18BMIH800258\nZDM18BQIH801443\nCan you help me unlink these cameras from the email accounts?\n\nOne of them is linked to my email.\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Only one of these is bound to an account which is presumably the one you said is linked to your email. So are you meaning you just want that one unbound?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Only one of these is bound to an account which is presumably the one you said is linked to your email. So are you meaning you just want that one unbound?\nCustomer: My main language is Spanish. So I will try to express myself as best as possible. They are all the ones that I want to unlink because I could only make one of the cameras work.\nCustomer: My main language is Spanish. So I will try to express myself as best as possible. They are all the ones that I want to unlink because I could only make one of the cameras work.\nCustomer: mi correo es erickgm1983@gmail.com\nCustomer: mi correo es erickgm1983@gmail.com\nCustomer: Dilon are you there?\nCustomer: Dilon are you there?\nCustomer: They recently responded to my email. The camera that has my email is ZMD18CMIH800469\nCustomer: They recently responded to my email. The camera that has my email is ZMD18CMIH800469\nCustomer: Bye Bro!! \nCustomer: Bye Bro!! \nHuman Agent: Hola, te has comunicado con atención al cliente. Te habla Marcela. ¿Podrías darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras.\nHuman Agent: Hola, te has comunicado con atención al cliente. Te habla Marcela. ¿Podrías darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras."]
["Customer: How can i switch the wifi \nHuman Agent: Hi my name is Wendy.  \nHuman Agent: The cameras would need to be setup to the new wifi info.\nHuman Agent: Is the indicator light on the camera blinking green right now? ZMD16EMI7203687 Puerta?"]
["Customer: Set up\nCustomer: HOW DO I INSTALL THE HARD DRIVE ONTO THE ZMODO APP?\nHuman Agent: Hi my name is Wendy.  Are you wanting to install a NVR on the app?\nHuman Agent: What is the ID on the NVR? The ID will be listed on a sticker on the bottom of the NVR and start with ZMD or 1."]
["Customer: Hello, I can’t see two of my cameras they are outside and up high I can’t really get to them to reconnect them.\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like all of the cameras on your account are online? Had you deleted the cameras from your account?"]
["Customer: I need help connecting to new wi fi \nHuman Agent: Hi my name is Wendy.  Cameras named zmodo, living room, bedroom, outside show offline.  Are these the cameras you are needing help with?"]
["Customer: I want to talk about the yearly rate and our system. Give me a call at 864-245-6825.\nHuman Agent: You can tap on Schedule Call to make a callback appointment if you would like a call from a representative."]
["Customer: Ya hice muchas cosas para conectar una cámara y no se puede necesito ayuda para conectar la cámara es posible hablar con alguien??\nCustomer: La luz está azul \nCustomer: Porque no puedo verla en mi teléfono???\nCustomer: No veo la cámara en mi teléfono tengo otras y las puedo ver muy bien  que está pasando???\nCustomer: Como reiniciar la aplicación???\nCustomer: Podría hablar con usted \nCustomer: Hablar por llamada??\nCustomer: Agente\nCustomer: Hablar por llamada!!\nCustomer: -1\nCustomer: Podría hablar con usted???\nCustomer: Customer Care Agent\nHuman Agent: \nHola, te comunicaste con atención al cliente, mi nombre es Kylie. No tenemos llamadas en chat solo en español, si tiene un traductor o alguien que hable inglés, sí tenemos llamadas en inglés.\nCustomer: Lo intentaré en inglés \nCustomer: Are you calling me please \nHuman Agent: Bien, te enviaré el programador de llamadas para que puedas programar una devolución de llamada. Tienes que tener un número americano para completarlo y no poner guiones ni espacios en el número.\nCustomer: Yes lam hire"]
["Customer: My Wi-Fi camera doesn’t connect to my NVR\nCustomer: I have a monitor connected to the NVR. The camera didn’t show up in the monitor \nHuman Agent: Hi my name is Wendy. \nHuman Agent: I only see a NVR connected to this account.  What is the ID on the camera that you have?\nHuman Agent: The ID will be listed on a sticker on the camera, it will start with ZMD or GSG"]
["Customer: I have an account but when I try to log in it says not allowed, but my husband can on his Iphone. \nHuman Agent: Hi my name is Wendy.  If possible could you please provide a screenshot of the error you see when trying to login?  It says you are not allowed to login?"]
["Customer: Set up\nHuman Agent: Hi my name is Wendy.  What is the device ID on the solid blue camera?\nHuman Agent: The ID will be listed on a sticker on the camera.  It will start with ZMD or GSG"]
["Customer: Wanted to see if you guys still have the business camera package? \nCustomer: What’s the customer service #\nCustomer: Agent \nCustomer: Ty \nHuman Agent: You can tap on Schedule Call if you would like a callback from a representative."]
["Customer: Troubleshooting\nCustomer: hi i have the 8 zone camera system an as of today 4 ports have failed an 3 camera 2 out an one indoor\nCustomer: my nvr or dvr isnt working correctly\nCustomer: yes\nCustomer: hello\nCustomer: id like for you to replace the nvr an 3 cameras\nCustomer: great enjoy\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: I need to speak to customer service\nCustomer: Agent\nCustomer: Agent\nCustomer: Are you a real person\nCustomer: What I need to tell you is way to much to explain in cgat\nCustomer: I need to call you or you call me\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Can some wine give me a call please. It’s too complicated to type. Queenie’s Consignment   4042176755. Vickie Bracewell owner. Thank you!\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Set up\nCustomer: Why icant connect to my camera\nCustomer: My light  is blinking  blue\nCustomer: Can send me info to do that had my camera for years\nCustomer: It want let me update the camera \nCustomer: Did the update and it didn't update\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Your devices are offline and won't be able to update until you reconnect them. Are they currently plugged in and flashing green?\nCustomer: Thats you for zmodo\nCustomer: Can you help me ?\nHuman Agent: I apologize, it was not showing your messages until refreshing the page. Are the cameras blinking green?\nCustomer: No blue \nHuman Agent: Okay, is this your camera called kitchen or Living Room?"]
["Customer: Troubleshooting\nCustomer: One of the caneras not working\nCustomer: -1\nHuman Agent: Hi my name is Wendy\nHuman Agent: What is the device ID on the camera that is not working?\nHuman Agent: The ID will be on a sticker on the barcode - usually below a barcode\nHuman Agent: The ID will star twith ZMD or GSG"]
["Customer: Have not received a call back that was scheduled for this morning.  \n732-803-1415 \nCustomer: Email is Eteam34@gmail.com \nHuman Agent: Hello, Let me look up the callback you scheduled for today, One moment\nHuman Agent: I do not see any callbacks sceduled for today under that email at all.\nHuman Agent: Did you perhaps use a different email then the Eteam34@gmail.com  when you scheduled the callback?\nHuman Agent: I was able to fidn the callback you scheduled, it does look you put a different email, I was able to find it thanks to the phone number you sent earlier. Its not quite time for your callback yet, it was scheduler for 10AM-11AM bracket, we are on central time and its only 9:55AM here.\nHuman Agent: All our scheduling is done for central time zone as we are on that time zone."]
["Customer: Who do I call for support \nCustomer: Having trouble remaining my login information \nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have inbound calling, only outbound calling done via schedule, if you would like that I can send you the call scheduler in the chat \nCustomer: Okay \nHuman Agent: I sent the scheduler now."]
["Customer: Agent\nCustomer: Ok\nCustomer: Can I request a quick call please.?\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Set up\nCustomer: Nesecito poner frente a las cameras el codigo, para que funcion.  Donde lo encuentro\nCustomer: Agente\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?"]
["Customer: Lost connection\nCustomer: Already did\nCustomer: Help\nCustomer: Help with getting camera back on \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Is it the Extra and Road cameras you are currently trying to bring back online?"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: All my cameras are not working \nCustomer: -1\nCustomer: 3 of my camera are off\nCustomer: Light is not green \nCustomer: -1\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: Can someone call you\nCustomer: Call someone call me\nHuman Agent: We do not have a direct number, but you can schedule a call. \nHuman Agent: Once you fill in the information our support team can give you a call"]
["Customer: Cameras are flashing green and they are offline how do I fix this issue \nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: I’m able to view my camera feed for everyday except 10/05. Says “establishing secure connection” but never connects. Is there a way for me to retrieve the video footage from that day?\nHuman Agent: Hi my name is Wendy\nHuman Agent: Which camera are you wanting to playback on Oct 5?"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: customer support phone numbers \nCustomer: hello \nCustomer: hello \nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can take your name, phone numebr, email and account email if its different to schedule you. What do you want to do?\nCustomer: hello \nCustomer: customer care agent\nHuman Agent: Yeah I'm here I sent a message above, I will resend it if you did not receive it.\nHuman Agent: \"Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can take your name, phone numebr, email and account email if its different to schedule you. What do you want to do?\""]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: No pictures  on camers\nHuman Agent: Hello, you've reached customer care, my name is Kylie. do you see any lights coming from the cameras? If so what is the color and are the lights solid or flashing at all?"]
["Customer: Reset camera to factory settings\n\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Thank you\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you able to send me the cameras ID and model? the ID will start with ZMD"]
["Customer: Troubleshooting\nCustomer: Camera \nCustomer: Camera shows offline\nCustomer: -1\nCustomer: After reset of nvr\n3 out of 4 cameras are showing offline \nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Contact care agent\nCustomer: Hi Dillon ok thanks\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like your NVR isn't supported in the app. You could use it locally, but I cannot guarantee it would work at all properly in the app. \n\nWe will be closing in 4 minutes at 6pm CT. I would be happy to continue to assist you until then, but the chat will close at that time. If you would like a callback, you may schedule one via the button below. If you would prefer an email follow up instead, please let me know and provide an email you would like me to reach out on tomorrow. \nCustomer: Camera model is zp-ibh15-s1\nNvr is zp-ne14-s\n\n4 cameras are connected \nCustomer: Scheduled \nCustomer: Camera is not getting IP\nPowering on good\nMoved to known working poe switch port\nCustomer: Used a new Ethernet cable between camera and switch\nHuman Agent: Okay, unfortunately though, we would not be able to assist with the NVR on your account or it's cameras since they are no longer supported. If you need assistance with other devices, I'd be happy to help, but would not be able to assist with those since they are not supported in the app. \nHuman Agent: We are currently unavailable for live chat support, but you can reach out to us via email support@zmodo.com. Our new hours of availability are:\n\n- Monday to Friday: 9am to 12pm and 1pm to 6 pm CST\n* Excluding Holidays\n\nYou may also contact the chat outside of our hours again to speak to our AI chatbot Mira who can assist with some troubleshooting. I've also sent a callback scheduling form where you can click the button in the chat in order to schedule a callback for a future date if you'd prefer.\n\nThank you for understanding.\nCustomer: How to reset camera"]
["Customer: Call support\nHuman Agent: Hi my name is Wendy.  Please let me know what questions you have\nCustomer: What is customer service number \nHuman Agent: Do you need help with setup or have a cloud question?  \nHuman Agent: Please let me know what questions you have then I should be able to send you an invite to schedule a callback"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: It keeps saying erro when I scen the back of the cam\nCustomer: Speak to human\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Hello Mira \nCustomer: Can you call me \nCustomer: Hello\nHuman Agent: You can tap on Schedule Call to make a callback appoitnment.\nCustomer: 1\nCustomer: Hello \nHuman Agent: How can I assist you?\nCustomer: I need help \nCustomer: Hello \nHuman Agent: Are you seeing my messages? How can I assist you?"]
["Customer: I bought these camera online an I can’t setup an account cause they are linked to someone else’s account how can I reset them \nCustomer: What is customer service phone number \nHuman Agent: Hi my name is Wendy.   Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Hello my microphone isn’t wo\nCustomer: Working \nCustomer: My microphone isn’t working to talk on the cameras\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. The 2 cameras on your account do not have audio functions. \nCustomer: Yes they are both greyed out, I have an iPhone so it should support it right? \nHuman Agent: No the 2 cameras do not have audio functions. \nCustomer: How come ? Are the cameras like that or is it my phone or the cameras \nHuman Agent: The 2 cameras are cameras that can be placed outside so to ensure the cameras are not damaged by weather they can not have holes for a speaker or mic. The only cameras with audio functions are our indoor only cameras.\nCustomer: Okay thankyou!\nHuman Agent: You're welcome, is there anything else we can help with today?"]
["Customer: Need a phone # to call and talk\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\nCustomer: Speak to a phone, Rep\nHuman Agent: Okay, I will send you the call scheduler, all the times listed are for Central time zone and when submitting the call scheduler be sure there are no spaces or dashes in the phone number or else it will not let you submit it. Let me know once your done.\nCustomer: 904-502-1380\nHuman Agent: You don't send the phone number to me. You would fill out the call scheduler yourself, Once again dont put any dashes or spacing."]
["Customer: Troubleshooting\nCustomer: May I speak with a live agent?\n\nCustomer: Where is the customer care button?\nCustomer: I previously added a camera but now, it's offline.\nCustomer: I'm using the same WiFi \nCustomer: I have business class WiFi. It's the strongest \nCustomer: I have the camera 8 feet away from the router \nHuman Agent: Hello, you've reached customer care, my name is Kylie. what is the name of the camera onthe account?"]
["Customer: Set up\nCustomer: Can someone please call me.  Trying to set up camera in QR codes.   Not working.  814 4403404\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: I am a senior citizen. Some just please call \nHuman Agent: If you would like a callback, then you will want to tap on Schedule Call to make a callback appointment."]
["Customer: Set up\nCustomer: Reset all my cameras please \nCustomer: 1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like all of your cameras except Sala are offline. We cannot communicate with offline devices to reset them, would you still like Sala reset? Otherwise were you needing assistance setting them back up?\nCustomer: I want to reset all my cameras\nCustomer: Please \nHuman Agent: Did you see my message a moment ago?\n\nCustomer: Yes \nHuman Agent: Okay, as I mentioned, I cannot reset offline devices. Do you just want me to reset only Sala then since it is the only connected camera?\nHuman Agent: Since I have not heard back, the Sala camera which was the only one online and capable of being reset, has now been reset."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Still want connect\n\n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you?"]
["Customer: One of my cameras that has a subscription has not had any footage\nCustomer: It’s not showing anything at all \nCustomer: No footage being recorded \nCustomer: Can I talk to someone\nCustomer: Can I speak with a representative \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Which camera?"]
["Customer: Set up\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: Customer service number \nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: Yes\nHuman Agent: It looks like you scheduled a callback appointment. Do you have any other questions?"]
["Customer: Troubleshooting\nCustomer: Hi, does my modo cameras support rtsp?\nHuman Agent: The cameras do not support RTSP. The cameras have encryption on them, so they are used through the app.\nCustomer: ok, thank you!\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Troubleshooting\nCustomer: Not working camera\nCustomer: My camera is not working\nCustomer: Yes \nCustomer: When I go to scan it doesn't do it\nCustomer: I put it with the cell phone at 8 inches and it doesn't do anything\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD."]
["Customer: Reset camera to connect to new wifi\nCustomer: Do I delete it from my saved cameras?\nCustomer: What about my paid subscription?\nCustomer: Okay \nCustomer: It prompted me before deleting this camera that it’s tied to a subscription. \nCustomer: Okay thanks \nCustomer: New camera won’t connect.. \nCustomer: WiFi is fine. It doesn’t scan the QR code \nCustomer: -1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. You do not have to delete cameras to set them back up again at all and can do the setup without that step. To provide assistance I will need to look up the device, can you send me all the cameras ID number and Model it will be on the bottom of the camera on the sticker, the ID will start with ZMD."]
["Customer: You guys have been charging me for months with no device set up on the account (because your device refuses to connect to the WiFi)\nCustomer: You charged my account early for a service I can’t even use\nHuman Agent: Hi my name is Wendy.  One moment let me check your account\nHuman Agent: Camera ZMD16LGI7551593 is the camera you are having trouble setting up?\nHuman Agent: It looks like the cloud plan on ZMD16LGI7551593 was cancelled today.  So this cloud plan will no longer renew unless you sign up for a new cloud plan on the camera.\nHuman Agent: To avoid future billing, you must cancel your subscription before the next renewal date. Cloud subscription plans are not eligible for refunds. After cancellation you will continue to enjoy access to the cloud plan until the last day of your current subscription period. After the subscription period ends, you will no longer be billed the recurring subscription fees, and your cloud recordings will be permanently deleted and will no longer be accessible to you."]
["Customer: hi\nCustomer: Hi Mira, it seems I am suscribed to two cameras but I just want to be suscribed to one\nHuman Agent: Hi my name is Wendy.\n\nIn order to change your subscription you can go to the cloud tab in the app, choose to subscribe, and then subscribe for only the one  camera you want subscribed. As it is a downgrade, the next renewal date would then roll into your new 1 camera subscription. If you would prefer to cancel entirely, you would do so from your Google play subscriptions. https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid"]
["Customer: Troubleshooting\nCustomer: Representative \nCustomer: Hi\nHuman Agent: How can I assist you?\nCustomer: Can I get a phone call?\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: Cannot submit \nHuman Agent: If you have any dashes or spaces in your phone number, then you will need to remove them to submit the form.\nCustomer: 😃\nCustomer: Why is not provide that hint\nHuman Agent: Were you able to submit the callback successfully?"]
["Customer: Troubleshooting\nCustomer: One of my cameras keeps loading, trying to find connection . I cannot reset it or update it. I tried to disconnect it and plug it back in. But nothing changed \nHuman Agent: Hi my name is Wendy.  Camera named driveway shows offline.  Is this the camera you are needing help with?"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: A camera went offline and will not reconnect \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: The cloud for Madison camera are not recording \nCustomer: No recording through the cloud \nCustomer: -1\nCustomer: I pay for seven days subscription, but I’m unable to see the playback\nHuman Agent: Hi my name is Wendy.  If you tap on the playback button of ZMD24HVH9207691 Madison Homes 2, then tap on the calendar icon in the lower right corner, then scroll to the time you are wanting to playback can you playback this way?\nHuman Agent: It looks like the camera is recording properly, it was offline a little while yesterday Feb 19."]
["Customer: Playback is not working and I have cloud storage plan\nCustomer: Agent\nCustomer: I subscribed all of my cameras on May 24th to cloud storage \nCustomer: When I click playback it tells me I have to subscribe I have no playback so I have been paying and not getting my storage \nHuman Agent: Can you make sure it is enabled\nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\n\nCustomer:  Hello?\nCustomer: Agent"]
["Customer: Troubleshooting\nCustomer: No sound\nHuman Agent: Hello, you've reached customer care, my name is Kylie. None of the cameras on this account are cameras that have a microphone or speaker so audio/sound would not be possible."]
["Customer: How do I change the Wi-Fi on my cameras \nCustomer: I need to change the Wi-Fi for my cameras \nCustomer: I don’t remember how the setup process works \nCustomer: None \nCustomer: -1\nCustomer: Idk how to change my Wi-Fi or how the initial process is to set up the cameras \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\n\nCustomer: yes"]
["Customer: Troubleshooting\nCustomer: I have unplugged and plugged my camera in but it still not connecting \nCustomer: Still not connecting to app\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: When I try to share I keep getting a password error. I've logged out and back in and I still get message\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you trying to share your cameras with another account or?\nHuman Agent: We will be closing at 6PM central time which is in 10 minutes.  I can send you the call scheduler or I can also follow up via email if you prefer, what would you like to do? I can continue to assist you until 6 PM CT Via chat,"]
["Customer: Can't connect to a new wifi \nHuman Agent: Hi my name is Wendy.  Are you trying to setup the Pivot camera named Upstairs?"]
["Customer: Hello Mira, it's amazing I need to update but when I'm trying to update it's just spinning\nCustomer: Ok but I been trying foe three days.  Will try again\nCustomer: Ok \nCustomer: 1\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Which camera are you trying to update?"]
["Customer: Troubleshooting\nCustomer: Why doesn’t my doorbell light up anymore? No one tries to ring it anymore!\nCustomer: I need to have my door bell rebooted or something. It doesn’t light up so people would know to push it.\nCustomer: No one seems to know that it still is working \nCustomer: I don’t get your point either!\nCustomer: Are you a real person ?\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: It looks like the doorbell on your account is online, so it may just be that the light is faint and difficult to see or the light has burnt out.\nCustomer: I use to be able to talk to you but now I have to go and ring my own doorbell before I can be aware if the motion is working or not.\nCustomer: How can a light burn out when there is no way to change it?\nHuman Agent: Just like anything else, the LED light can fail and stop working. Or it can be faint and difficult to see when it is bright outside.\nCustomer: Can you somehow reboot it? I’m a elderly person, please help me.\nHuman Agent: I restarted the doorbell. It should reboot and reconnect. That may not make any difference with the light on the doorbell.\nCustomer: I will go ring it to see if it lights up than.\nCustomer: Okay, the doorbell does ring but no one seems to push. I miss talking on the phone to someone and I’ve even thought about getting inside camera as well.\nHuman Agent: I'm not sure what you mean by \"no one seems to push\". You were able to ring the doorbell? Do you see a light on the doorbell?\nHuman Agent: You can tap on Schedule Call if you would like to make a callback appointment.\nCustomer: What is the number to call!\nHuman Agent: There is not a phone number that you can call in to. You can tap on Schedule Call to make a callback appointment.\nCustomer: They don’t push door bell anymore.\nCustomer: I don’t have a phone number to call you.\nHuman Agent: There is not a phone number for you to call. Tap on Schedule Call if you want to make a callback appointment and we will call you.\nCustomer: I live in the USA and have never done this before.\nCustomer: You don’t have a 6:00 to 9:00 to offer on here.\nCustomer: I live in Wisconsin \nHuman Agent: We have callback appointments Mon-Fri 9AM-12PM and 1PM-5PM CST.\nCustomer: What about today?\nHuman Agent: We may have appointment times available from 4-5PM. You can tap on Schedule Call to make a callback appointment.\nCustomer: I have done that but nothing shows up like you are talking about.\nHuman Agent: What do you see when you tap on Schedule Call?\nCustomer: A calendar \nHuman Agent: Then you would select the date.\nCustomer: Okay, please send me what I have to start with.\nHuman Agent: Are you asking for the callback appointment form again? I just sent it again so you can tap on Schedule Call.\nCustomer: The summit button doesn’t light up.\nCustomer: For me to send it to you."]
["Customer: Phone provider had to update to digital service.  We can't get our devices to connect.  Need your help.  Thx.\nCustomer: There is no phone attached to these devices. Just internet.  What is the number for me to call for help?\nHuman Agent: Hi my name is Wendy.  The cameras connected to this account, bedroom, kitchen door, front door, family room, are the indicator lights on the cameras blinking green?\nHuman Agent: If you prefer a callback you can tap on the invite to schedule a callback\nCustomer: Yes.  Blinking green.\nHuman Agent: If the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: Will not let me to login.\nHuman Agent: You are trying to login to the app?   username:  \toceanside59@fuse.net\nHuman Agent: if you forgot the password it can be reset by tapping on \"forgot password\"\nCustomer: All good but still won't let me login\nHuman Agent: Do you get an error message? or what happens when you try to login to the app?\nHuman Agent: if possible please provide a screenshot of what you are looking at\nCustomer: No error message.  Won't let me get past the login screen.\nHuman Agent: please provide a screenshot of what you are looking at\nCustomer: Don't know how to do a screenshot.  Sorry.\nHuman Agent: okay.  \nHuman Agent: You enter your email with no extra spaces and enter your password then tap on \"login\"? \nCustomer: Yes\nHuman Agent: and you get no messages? for a reason why you are unable to login?\n\nYou have already updated the password?\nHuman Agent: you are trying to login on the phone app?\nCustomer: Will try.  Bare with me!\nHuman Agent: ok\nCustomer: Cannot do.  Says we have no network.\nHuman Agent: You are trying to login on your smartphone right?  How is your phone connected to wifi?  If you are using your phone's data plan, connect to wifi instead.  If you are connected to wifi, switch to using your phone's data plan\nCustomer: Nope, login on tablet that hubby has set up for his viewing ability.\nHuman Agent: okay switch how your tablet is connected to the internet.  It sounds like the tablet is not connected to a network\nCustomer: Pls wait.  Need pw.\nHuman Agent: ok\nCustomer: Does he need to unplug and plug back in the new router?"]
["Customer: Set up\nCustomer: Español por favor \nCustomer: 1\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Agent español ?\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?"]
["Customer: Troubleshooting\nCustomer: Power went out, on two of four cameras work?\nCustomer: -1\nCustomer: Did all that\nCustomer: Power went out, when power was restored 3 cameras not working they have green lite tried to reconnect with negative \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I currently only see one offline device, Front entrance, did you delete the other? If you've already restarted the camera and it did not come back on, please try going through set up. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: ent\nCustomer: agent\nCustomer: im having difficulty to see code so i can log in. please try to fix my issues \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you trying to log in on a a mobile device on the app or on a computer on the web app?"]
["Customer: Camera not supported by app\nCustomer: I’m trying to add device and it’s saying it’s not supported by app\nCustomer: -1\nCustomer: not\nHuman Agent: Hi my name is Wendy.  What type of camera are you wanting to setup?\nHuman Agent: What is the device ID on the camera? The ID will be listed on a sticker on the camera and start with ZMD or GSG"]
["Customer: What is the phone number for customer support\nHuman Agent: Hi my name is Wendy.  Are you needing help setup your 2 cameras again?"]
["Customer: zmodo pivot\nCustomer: How can I buy a zmodo pivot?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We dont have any picots in stock so purchasing one directly would not be possible, you can try looking on third party sited such as eBay or amazon though."]
["Customer: Need to change WiFi \nCustomer: Don't see the option \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: I'm not near the cameras right now. I just was trying to see if there was steps I can take to reset my grandparents cameras for the new wifi\nHuman Agent: Is it the 4 cameras on the account?"]
["Customer: My videos have no sound \nCustomer: There’s no sound on the cameras \nCustomer: Then I want to return them if they don’t have sound \nHuman Agent: Do the cameras have antennas connected?"]
["Customer: I need to speak to someone\nCustomer: Doorbell will not reconnect \nCustomer: -1\nCustomer: Need\nHuman Agent: Hi my name is Wendy\nCustomer: I need\nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' on a sticker) that you are needing help with.\n\nCustomer: to talk on the phone\nHuman Agent: I just sent you an invite to schedule a callback"]
["Customer: I tried to create a new account bc I set the account up like 8 years ago\nCustomer: I cant access the first account because I do not remember the information\nCustomer: How do I contact account recovery?\nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of one of the cameras on the old account? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \nCustomer: Can I give you something off this black box or you need a camera \nCustomer: I have a black box that the cameras wires run to\nCustomer: It says Zmodo and looks like a small dvd player\nCustomer: I cannot scan the barcode to my camera on my phone it says that it keeps timing out\nCustomer: And if these cameras are on the old account I will still be able to add them to the account I set up today?\nCustomer: Ok. Im going to take the camera down and try to scan it \nCustomer: Thank you\nHuman Agent: I apologize, it seems the bot had taken the chat back over. The box is likely an NVR, it should also have an ID and would start with 14, 15, or ZMD. \nCustomer: Ok how do I reset the password if I do not remember"]
["Customer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera you are trying to setup or one that was previously set up?"]
["Customer: Troubleshooting\nCustomer: Still having problems with trouble shooting on sink mode \nCustomer: Call a tech \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Do your have phone number \nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\nCustomer: I want to speak to somebody \nHuman Agent: OKay, I will send you the call scheduler, all the times listed are for Central time zone and when submitting the call scheduler be sure there are no spaces or dashes in the phone number or else it will not let you submit it. let me know if you have any questions or trouble submitting a call at all. \nHuman Agent: Sent the scheduler into the chat now"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Google Mesh dual band setup\nCustomer: Setting up a camera on Google Mesh dual band router\nCustomer: Live person \nHuman Agent: Are you trying to setup your router? Or do you already have it setup and you are trying to connect the cameras to your router?"]
["Customer: Contact\nCustomer: Agent\nCustomer: Contact\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Contact\nCustomer: Espańol\nCustomer: Please\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are needing help with?\nHuman Agent: The device ID will be on a sticker on the camera and will start with ZMD or GSG"]
["Customer: Set up\nCustomer: How do I hookup 2 devices the used to be under another account \nCustomer: What is supports number \nCustomer: Ok\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Agent\nCustomer: Grant.  Do you have a phone number I could call you at?  \nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: Thank you\nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: We have a new modem and WiFi address and password wi sync with 4 cameras\nHuman Agent: Hi my name is Wendy.  The cameras will need to be setup again to the new wifi info. Are the indicator lights on the 4 cameras blinking green right now?"]
["Customer: Set up\nCustomer: Set up\nCustomer: factory reset cameras\nHuman Agent: Hi my name is Wendy.\nHuman Agent: What are the device IDs on the cameras you are wanting to reset?\nHuman Agent: The IDs will be listed on stickers on each camera, they will start with ZMD or GSG"]
["Customer: Troubleshooting\nCustomer: Trying to add a camera \nCustomer: Have one we rest it\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Not sure where to turn… I purchased a 2 pack of the Zmodo cams that I have all over my house. One of the cams that came in the pack of 2 that was purchased via Amazon July 23rd has stopped working and all it does now is clocks and flashes a green light. I have reset it and nothing has worked. It just clicks every 2-3 seconds. Almost like the night vision turning on and off in the middle of the day. Do I have any recourse?  I just ordered 2 more from Amazon but not sure if I am going to keep them if they are only going to last a few months. What are my next steps. \nCustomer: I have three cams on the exterior of my garage and 2 of the 3 work fine so I don’t think it is a signal issue. I also contacted Zmodo and they said that since it was bought directly through Amazon and not from their official site, I have to go through Amazon. \nHuman Agent: Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: All of my content is gone\nHuman Agent: Hi my name is Wendy.  The Pivot camera named camp connected to this email shows offline.  Is this the camera you are needing help with?"]
["Customer: Troubleshooting\nCustomer: I don’t see any. Footage. On my cameras.  N laundry room or outside \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Currently all of the camera son the account are telling me they are offline. You may want to reboot the cameras and the router, if they still are offline then you would try to go through the setup to try and reconnect them again."]
["Customer: I need to extent my power cord and without buying micro usb extension can I do POE Ethernet cable and it work?\nCustomer: Live agent\nCustomer: Agent\nHuman Agent: Could I have the Model for your camera?"]
["Customer: live agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?"]
["Customer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  What is the device ID on the solid blue camera you are needing help with? \nHuman Agent: The device ID will be on a sticker on the camera and it will start with ZMD or GSG"]
["Customer: I changed internet companies and I can't get my cameras to connect.\nCustomer: I tried and it still won't connect.\nHuman Agent: Hi my name is Wendy.  I don't see any cameras connected to this email.  Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\n\nHuman Agent: This camera uses QR code setup.  Is the indicator light blinking green right now?"]
["Customer: Hi, I am looking for a wireless outdoor camera that has two way Voice, SD recording and a battery that is removable and rechargeable\nHuman Agent: Hi my name is Wendy.  There are Zmodo battery cameras available on Amazon.  This camera has 2-way audio, SD storage (sd card not included).  It does not have a removable battery but the camera is rechargable.\n\nhttps://www.amazon.com/Zmodo-Security-Rechargeable-Detection-Waterproof/dp/B0DJ1LFNRP/ref=sr_1_1?crid=3AOFSAHNRLLS6&dib=eyJ2IjoiMSJ9.QCWSr947ISpY9o97RVAKuVhwceSOzs1UXYRWJ3GcN91fzAAluxQu4r949EFEw6phEhwIN2Rrc5vNVcGLHRJATSxhaIzHK8_71d38nA9X6x-43GUnSCpvyxf5uFL6nd0hTjX-DAQKwe6JJ8SSe0VPc22Xrpi_n6d6trAJFUlaQyfemL8rQBsnTmtZ2F7xupx7CpIf4Cgr7b-x8poqHdRw-uKPUZEdZ-QsDoABXM9v1eM.XckDnEpielMkz03L-ACbUiZUC3MvJY8Z85mt2_I18-o&dib_tag=se&keywords=zmodo+battery&qid=1737662557&sprefix=zmodo+battery%2Caps%2C135&sr=8-1"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Call me \nCustomer: I need you to call me \nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: HI my name is Wendy\nHuman Agent: Are you needing help setup camera ZMD16H3IA200661 named andrea?"]
["Customer: Troubleshooting\nCustomer: I keep getting device offline\nCustomer: How to ensure network connection\nHuman Agent: Hi my name is Wendy.  Cam1 shows offline.  What color is the indicator light on the camera? and is the light blinking or solid?"]
["Customer: How do I update my cameras \nCustomer: I keep trying to do the update but it won't update.\nHuman Agent: Hi my name is Wendy. \nHuman Agent: Camera 1 & camera 2 show offline.  The cameras need to be online before trying to updating the firmware.\nHuman Agent: What color are the indicator lights on the cameras? and are the lights blinking or solid?"]
["Customer: It told me to update and when I did now my other camera aren't coming up\nCustomer: 1\nCustomer: I'll try it and see\nHuman Agent: Hello, you've reached customer care, my name is Kylie. What if the name of the device you updated?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Are you needing help with cameras named mike's house & mike's house 2?  What color are the indicator lights on the cameras? and are the lights blinking or solid?\nHuman Agent: Hi my name is Wendy.  What are the device IDs on the cameras you are needing help with? The device ID will be listed on a sticker on each camera and will start with ZMD or GSG"]
["Customer: Set up\nCustomer: I bought some cameras all I have is the cameras and the cord need to know what type of DVR or whatever I need\nCustomer: Yes does it matter what kind of NVR I buy\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the model off the cameras?"]
["Customer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Hi I need a phone call to replace a camera that broke I brought one and need to put it with same acount\nCustomer: I have a replacement I just want someone to call me and help me out to hook it up\nCustomer: Agent\nHuman Agent: You can tap on Schedule Call to make a callback appointment if you would like to.\nCustomer: Can you please send me the schedule call again thsnks\nCustomer: Thank you I made the appt call \nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: Resetting all cameras\n\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with."]
["Customer: Please call me at 1-502-727-9927\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: I hace a new wifi password in My router, I do I connect the cameras?\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: How do I get cameras online \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: -1"]
["Customer: Set up\nCustomer: I subscribed to the plus plan, but can't add my cameras. I'm not the primary account holder, so I'm sure that is the problem. I need to take over the account because my son is moving. He is the account holder now. He doesn't want to mess up his account because he is getting cameras for his new place. What do we need to do?\nCustomer: Thanks.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. You can only add a plan onto cameras if the cameras are bound to the same account the plan was susbcribed on.\nHuman Agent: You would have to log into your sons account to assign the plan onto the cameras or review the footage."]
["Customer: Hello\nCustomer: Agent Tech-support\nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: 1\nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you?"]
["Customer: Set up\nCustomer: Got 2 cameras. Moved them. Now won't let me use them. Says they're associated with another account \nHuman Agent: Hi my name is Wendy.  What are the device IDs on the 2 cameras?\nHuman Agent: the device ID will be listed on a sticker on each device and will start with ZMD or GSG"]
["Customer: My camera has stopped working with Alexa, is it still supported? \nCustomer: I thought you were manufacturer support, if not, how do I contact them? \nCustomer: What is the number for manufacturer support? \nHuman Agent: You can tap on Schedule Call to make a callback appointment if you would like.\nHuman Agent: Is it the camera named \"Patio camera\" that you are having trouble with?"]
["Customer: Troubleshooting\nCustomer: Hi this is Rashid \nCustomer: My camera screen showing sign is disk not found\nCustomer: Troubleshooting\nCustomer: How we call you \nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nHuman Agent: If the NVR says \"Disk Not Found\" that means that there is either not a hard drive installed in the NVR or the hard drive has stopped working."]
["Customer: Set up\nCustomer: Deleite \nCustomer: Delete\nHuman Agent: Hi my name is Wendy.  What are you wanting to delete?"]
["Customer: my app quit working\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Quit working how? \nCustomer: sorry\nCustomer: my cameras are off line"]
["Customer: Set up\nCustomer: I need to unbind my 4 cameras from this account \"Unica@gmail.com \"please because im going to change the internet company, please, I already deleted from theapp but they're still flashing blue\nCustomer: The problem is that the old internet is not working anymore, so I can unbind the cameras from here\nCustomer: I think the cameras still binded by the app, thats why still flashing blue \nCustomer: Ok let me try \nHuman Agent: Hi my name is Wendy.   Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Connected 2 out of 4 devices.. cant get third one connected\nCustomer: Its on setup says needs my phone notification to be on?  It is??\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are working with right now?\nHuman Agent: The ID will be on a sticker on the camera and start with ZMD"]
["Customer: My credit card information is on my account I called and it said that it didn't go through but I called my credit card company to give you the information my credit card number is 4147-2026-72488267 good through April 2029 ID number on the back is 729 the card is in Janice J fields 3359 Rock Mill Drive Ellenwood Georgia 30294 you can reach me at 770-262-0799 please call the credit card company Southwest Rapid reward Chase Visa and put the payment through thank you in advance\nCustomer: I've tried to call your company but I don't get a reply please pass this message on I have someone reach me\nCustomer: Troubleshooting\nCustomer: Yes I would like to talk or text with an agent\nCustomer: Ok\nCustomer: When\nCustomer: When can I chat with a agent\nHuman Agent: We are currently unavailable for live chat support, but you can reach out to us via email support@zmodo.com. Our new hours of availability are:\n\n- Monday to Friday: 9am to 12pm and 1pm to 6 pm CST\n* Excluding Holidays\n\nYou may also contact the chat outside of our hours again to speak to our AI chatbot Mira who can assist with some troubleshooting. I've also sent a callback scheduling form where you can click the button in the chat in order to schedule a callback for a future date if you'd prefer.\n\nThank you for understanding."]
["Customer: Meine neu eingerichtete ZP Ib 23 W Kamera ist nicht in der Liste meiner App von den anderen Kameras. Die LED ist konstant blau. Kann man die Kamera Zurücksetzen um neu zu verbinden?\n\nHuman Agent: Hallo, Sie sind beim Kundendienst. Hier spricht Marcela. Könnte ich die Geräte-ID der Kamera haben, mit der Sie arbeiten? Sie sollte mit ZMD beginnen und sich auf einem weißen Aufkleber auf der Kamera oder Halterung befinden, normalerweise unter einem Barcode.\nCustomer: ZMD17K2IFB01766"]
["Customer: My devices disappeared when I logged out and back in\nHuman Agent: Hi my name is Wendy.  Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you have.  I can check what email/phone the cameras are connected to with the device ID"]
["Customer: Still have problems with watching from my phone and iPad \nCustomer: No still can’t watch from my phone or iPad \nHuman Agent: Hi my name is Wendy.  I don't see any cameras connected to this email.\n\nWhat are the device IDs on the cameras you are trying to watch on your phone and iPad? \nHuman Agent: The device IDs will be listed on stickers on each camera, they will start with ZMD or GSG"]
["Customer: Troubleshooting\nCustomer: I set up three new indoor cameras and unplugged them to install and now all I get is buffering and a message saying poor connection.\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. To be clear, you plugged them back in at the locations you wish to have them set up? What is the current indicator light status? I'll need to know the color and whether it is blinking or solid."]
["Customer: Cameras not loading anything \nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like the cameras are currently offline \nHuman Agent: Are you at the location to try troubleshooting with the cameras?\nCustomer: The light is green\nCustomer: ?\nCustomer: Yes i am \nHuman Agent: Okay, Is it a green solid or a flashing green?\nCustomer: Flashing green \nHuman Agent: Okay, you would want to try rebooting the camera first, which is unplugging and plugging it back in, after it boots up and starts flashing if you don't see it turn solid blue then you would go through the setup process to try and get it back online again."]
["Customer: hey\nCustomer: does zmodo provide cloud storage? how many days of footage are stored? is every second available\nCustomer: theres no more than 30 days?\nCustomer: are there movement alerts?\nCustomer: theres no more than 30 days?\n\nHuman Agent: Hi my name is Wendy.  There are 2 optional paid cloud plans 7-day or 30-day"]
["Customer: Troubleshooting\nCustomer: Hi is the system updating? I’m having trouble keeping my camera connected \nCustomer: Can someone call me?\nCustomer: Can someone call me?\nCustomer: I want to speak to someone on the phone \nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Troubleshooting\nCustomer: All the cameras went off a few hours ago \nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.  Did you get a new router? or update your wifi name/password?\nHuman Agent: Cameras go offline if they are unplugged or if they lose connection to the router"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.  How can I help/"]
["Customer: Live agent \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?\n\nCustomer: Live agent\nCustomer: Hello\nCustomer: Customer care\nCustomer: Live agent"]
["Customer: Customer service call me\nCustomer: Call you give me the number \nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: Yes\nHuman Agent: I gave two options which would you prefer?\nCustomer: Call me\nHuman Agent: Okay, I will send you the call sceduler so you can scedule yourself a callback! just let me know if you have any trouble submitting the callback at all.\nCustomer: Yes\nHuman Agent: Do you have any other questions for me via chat you would like assistance with before your callback today?"]
["Customer: Speak to agent by phone\nCustomer: Agent request call back\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: I can't full form to submit\nCustomer: The call back request form submit button isn't working \nHuman Agent: Make sure to remove any dashes or spaces in your phone number if you have them included.\nCustomer: I tried both but will try again\nCustomer: Still not working to submit request\nHuman Agent: Can you send a screenshot of the form when you are trying to submit it?\nCustomer: Ok hold on \nCustomer: D/static_file/e7aa957e3f_1_20241029132714.jpg\nHuman Agent: Remove the 1 at the beginning of the phone number.\nCustomer: I will try again \nCustomer: That finally worked thank you \nHuman Agent: You're welcome."]
["Customer: I got new phone and can't get the camera to set up \nHuman Agent: HI my name is Wendy.  What is the device ID on the camera?  The ID will be on a sticker on the camera, it will start with ZMD or GSG"]
["Customer: Agent \nHuman Agent: How can I assist you?"]
["Customer: Troubleshooting\nCustomer: My cameras aren’t working \nCustomer: Cameras still don’t work \nCustomer: Says weak WiFi \nCustomer: It’s right next to router \nHuman Agent: Hi my name is wendy.  Cameras named smart device & living room show offline.  Are these the cameras you are needing help with?  What color are the indicator lights on the cameras? and are the lights blinking or solid?"]
["Customer: I can't seem to connect my camera to the app  or my wifi \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you having trouble setting up a new camera? \nHuman Agent: I can try to look up the setup used for the device for you and help troubleshoot, I will need to look up the device, can you send me all the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid."]
["Customer: Set up\nCustomer: I have devices connected to an old account and want to change them to the new account \nHuman Agent: Hi my name is Wendy\n\nPlease provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: I changed router, gateway, and can’t reconnect. \nCustomer: My phone will not connect to z-sap\nCustomer: It doesn’t appear on WiFi choices \nCustomer: Zmd sap does not appear on list of choices \nHuman Agent: Hi my name is Wendy\nHuman Agent: Are you wanting to setup camera ZMD13E5EC220128 named ch1?"]
["Customer: I need to schedule callback for life Agent\nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. We will be closing in 4 minutes at 6pm CT. I would be happy to continue to assist you until then, but the chat will close at that time. If you would like a callback, you may schedule one via the button below. If you would prefer an email follow up instead, please let me know and provide an email you would like me to reach out on tomorrow.\nCustomer: I tried several times to schedule call and it’s not letting me submit button. It is not connected.\nHuman Agent: Please make sure you have no spaces or dashes in your number. Only the number itself in the format of XXXXXXXXXX. \nHuman Agent: We are currently unavailable for live chat support, but you can reach out to us via email support@zmodo.com. Our new hours of availability are:\n\n- Monday to Friday: 9am to 12pm and 1pm to 6 pm CST\n* Excluding Holidays\n\nYou may also contact the chat outside of our hours again to speak to our AI chatbot Mira who can assist with some troubleshooting. I've also sent a callback scheduling form where you can click the button in the chat in order to schedule a callback for a future date if you'd prefer.\n\nThank you for understanding."]
["Customer: I was being connected with a supervisor bc I learned today that I’ve been charged for several months with no connected devices\nCustomer: Ok thank you, are you connecting me with a supervisor?\nHuman Agent: The supervisor is not available at this time. You can tap on Schedule Call to make a callback appointment for when they are available.\nHuman Agent: The supervisor is not available at this time. You can tap on Schedule Call to make a callback appointment for when they are available.\nCustomer: I set a call back\nHuman Agent: Alright, then you will receive a callback during your scheduled appointment time. Do you have any questions?"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?\nHuman Agent: I want to let you know that the Live Chat support will close in 10 minutes. If we run out of time, I will send you an invitation to schedule a callback appointment."]
["Customer: Set up\nCustomer: I’m trying to set my camera up. It’s been a while, but I don’t know whether I use the zinc or what\nCustomer: The camera is blinking blue but I don’t know. I have a new Wi-Fi service now so I don’t know what to do.\nCustomer: I’m sorry the camera is blinking green\nCustomer: I no longer have the original set up instructions. Can you provide me with that?\nCustomer: I’m on the first step where you choose which link you’re trying which setup you’re trying to link\nCustomer: Troubleshooting\nCustomer: The Wi-Fi connects MD but it always say error when it asks me to put in my SS ID and the password which SS ID and password am I supposed to use?\nCustomer: I know the name of my Wi-Fi and I know the password but it keeps saying error failure. It won’t connect.\nCustomer: Where do I go to forget and reconnect because when I last use this camera, it was on a different network\nCustomer: I’ve done all that. I’ll just cancel my subscription and find something else to do.\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are wanting to setup? The ID will be listed on a sticker on the camera.  It will start with ZMD or GSG."]
["Customer: Tengo dos cámaras una identidad como nelida y otra como mami que dejaron de fumar \nCustomer: Troubleshooting\nCustomer: no puedo escanear su código por que están en el techo,de 5 solo funciona 3\nHuman Agent: Hi my name is wendy.\n\nLas cámaras de nelida y mami se muestran sin conexión.  ¿Son estas las 2 cámaras con las que necesitas ayuda?"]
["Customer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: I need to schedule a call back please\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I've sent the callback scheduling option. Did Marcela reach back out to you previously? I had been on vacation Friday and Monday myself, but was told she would reach out to you after checking in on your issue. \nCustomer: Dillon, I have sent you 2 recent text regarding the issue with our cameras and neither have you replied to, that's not like you! \nMrs. Pipkin \nCustomer: No one has contacted me\nCustomer: I am drivingnoe, so please call me. \nHuman Agent: Yes, as I mentioned I was on vacation Friday and Monday. The manager of the call center said she would be reaching out to you. I apologize if she had not done so. Unfortunately I'm not privy to her messages, but I have not heard back on any updates for your issue. I'll message again to check in on it again. \n\nThere are no more callbacks available for the day. You may schedule a callback for a future date via the invitation I sent previously in the chat."]
["Customer: Troubleshooting\nCustomer: Hello\nCustomer: I am trying to set up my Zmodo DVR and it is stuck at loading?\nCustomer: My Zmodo DVR does not load on start \nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.  What is the device ID on the DVR?"]
["Customer: Do you have live agents ready to trouble shoot\nHuman Agent: How can I assist you?\nCustomer: I need help and I want to talk to a representative that can actually help me.  Not A.I. \nHuman Agent: I am not AI. You have been connected with a representative. How can I assist you?"]
["Customer: Well, i tried rebooting Router, rebooted the Zmoto server. Rebooted my phone and still the camera will not display video like it did a few days ago. Blue light is on so it's getting power but, cannot connect.\nCustomer: Firmware has correct one according to message.\n\nI have to leave for a couple of hours until almost 7 pm can support call me then?\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Are you needing help with camera named Gazebo?\nHuman Agent: I just sent you an invite to schedule a callback."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: My cameras are not letting me view the feed\nCustomer: I can't see my cameras \nCustomer: Agent\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: How do.you get to wifi setting on the APP?\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Set up\nCustomer: App want connect to my wifi\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Not the camera\nCustomer: App want connect \nCustomer: Call me \nCustomer: 3362400929\nHuman Agent: What problem are you having with the app? Are you not getting video when you try to view the cameras?\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Buenas \nCustomer: Spanish ?\nCustomer: 1\nCustomer: Speak spanish please\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?"]
["Customer: Set up\nCustomer: Reset device from different account to new account \nCustomer: Ok\nCustomer: Reset device\nCustomer: Ok how?\nCustomer: -1\nHuman Agent: Hi my name is Wendy.  Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: ZMD13GADA224539\n\nZMD13GADA227521\nHuman Agent: ZMD13GADA224539 is connected to email andracunningham1@gmail.com.    This camera shows offline.  Are you needing help getting it setup?\n\nZMD13GADA227521 is connected to nl----@aol.com  \nHuman Agent: Do you have access to this other aol account?\nCustomer: Yes I have the aol account now operating so just the 4539 device need to operate"]
["Customer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Troubleshooting\nCustomer: None of my cameras work, citing a poor internet connection. There is nothing wrong with my high speed fiber internet. Could it be the firmware that I’ve been having difficulty updating?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. It wouldn't be the update, all of the cameras are currently offline so you can not update the camera unless its online and that's why its failing the update."]
["Customer: hi there!\nCustomer: i need a human\nHuman Agent: How can I assist you?"]
["Customer: how do i reach customer support\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?"]
["Customer: Customer service \nCustomer: Customer service \nCustomer: I can do better talking through phone. Im having trouble with my camera for months now and i still paying for it\nCustomer: I need to speak with and agent\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Y not supoting dhis camera \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: Have tech call. I installed a new hard drive and I cannot see cameras in the tv \nCustomer: Solid green \nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: Please schedule a call\nHuman Agent: I sent the call scheduler into the chat for you to submit a callback now."]
["Customer: Set up\nCustomer: I can’t connect my cameras.  They are solid blue\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device IDs of the cameras you are trying to set up? The ID starts with ZMD and it can usually be found on a sticker the bracket or camera under a barcode."]
["Customer: Restar camera\nHuman Agent: Hi my name is Wendy.\nHuman Agent: Are you setting up a brand new camera? or has the camera already been setup before?"]
["Customer: Set up\nHuman Agent: Hi my name is Wendy.  Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with."]
["Customer: How can I get volume on my cell\nCustomer: I see from the camera but has no volume\nCustomer: I Connect security camera to my cell I get vision but no volume\nCustomer: What I see from my camera has any volume\nCustomer: You no help\nCustomer: Does Moo have volume\nCustomer: -1\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.   Outdoor bullet cameras do not have an audio feature.\nHuman Agent: Indoor Mini pro cameras have 2-way audio:  https://www.zmodo.com/1080p-indoor-wifi-camera/\nHuman Agent: Outdoor battery cameras have 2-way audio:  https://www.amazon.com/Zmodo-Security-Rechargeable-Detection-Waterproof/dp/B0DJ1LFNRP/ref=b2b_gw_d_puwl_d_sccl_1/132-6977896-3820560?pd_rd_w=QAjWu&content-id=amzn1.sym.e29f9610-d9f9-499e-a6c0-e695a640e957&pf_rd_p=e29f9610-d9f9-499e-a6c0-e695a640e957&pf_rd_r=6D4EC1JGT5MCP5VG2G81&pd_rd_wg=sSWSZ&pd_rd_r=9ccd98a3-eb62-43e1-b126-ccf0e40c6632&pd_rd_i=B0DJ1LFNRP&psc=1"]
["Customer: Set up\nCustomer: Trying to connect to my new wifi and change email address \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Do you still have access to the current account the cameras are on?"]
["Customer: Set up\nCustomer: Connection issue\nCustomer: Camera will not connect to network.\nCustomer: Issue persists \nCustomer: Call me\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: Are you there?\nHuman Agent: Yes, I am here. You asked for a call and I sent the callback invitation form. You can fill that out or I can assist you here in the chat.\nCustomer: I filled it out but submit will not activate.\nHuman Agent: If you have any dashes or spaces in your phone number, then you will need to delete those.\nCustomer: Ok\nCustomer: Done\nCustomer: Yes I scheduled a call.\nHuman Agent: Do you have any other questions? If you scheduled a call, then we will call you during your callback appointment time.\nCustomer: Not for now."]
["Customer: Set up\nCustomer: Set up\nCustomer: Hi, my camera is not reading the Qr code, it gave blinking blue light a couple of times, last time I intended to reconnect. I'm trying to connect again now and is not working, the green light stays unchanged \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are the green lights solid or flashing?"]
["Customer: I have repeatedly tried to subscribe via the app and website over the past 2 weeks without success\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Do you get an error when you go to subscribe? \n\nCustomer: When I hit subscribe a new window opens that is empty\nHuman Agent: Is this both on the app and webapp? \nCustomer: That's on the web. When I add my cameras on the phone app it puts a 1 by each of them but does not total or move forwar\nCustomer: I have been doing this for 2 weeks. And have contacted support before, that is why I tried to do it on the web\nHuman Agent: Okay for the web app, are you using Chrome? \nCustomer: It gives me great doubts about the company. Yes I am using Chrome\nCustomer: It is becoming a very unpleasant job trying to subscribe.\nCustomer: Are you there Marcela?\nHuman Agent: I am sorry to hear that. I was able to reproduce the issue on my end. I have reported it, but I am not sure how soon it will be fixed for the web app. For the app are you on android or iphone? \nCustomer: android\nCustomer: Could someone email or text me when it is fixed?\nHuman Agent: Yes is this the best email to reach you hpyykat@gmail.com\nCustomer: yes\nHuman Agent: Okay once I hear back it is resolved, I will reach out to you via email."]
["Customer: Hello\nCustomer: I would like to speak to doneone\nCustomer: It’s to much to type\nCustomer: I need to talk to customer service\nCustomer: Thank you\nCustomer: Yes I need to speak to someone\nHuman Agent: You can tap on Schedule Call if you would like to make a callback appointment.\nCustomer: I need to speak to someone"]
["Customer: Set up\nCustomer:  Myra I never received my phone call that was supposed to come. Could you please have somebody call me? I am off today. I am home. I would like to have this camera set up.. I’m paying for it and have nothing to show for it\nCustomer: 1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look and see when your callback was set for, one moment\nHuman Agent: It looks like you were called on 11-18, the rep left a voicemail. 9513774077 was the number they called is this the correct phone number?\nCustomer: Could you please call me before five. I really like to get this up and going."]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: I need to speak to someone on the phone\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: 2283427724 call any time\nHuman Agent: I have to send you the scheduler for you to schedule a call, I will send that now into the chat. When you submit the call make sure there are no dashes or spacing in the phone number and also all the times are set in central time zone as we are located in central time.\nCustomer: Call schedule \nCustomer: ???\nHuman Agent: I sent it into the chat above if youa re unable to see it I will send it again.\nCustomer: I just sent it to yall I’m waiting on yall now"]
["Customer: I have one camera with a solid blue light and one camera with solid green light.  Can you help me connect them \nCustomer: Can someone call me\n7737190004\nCustomer: Agent\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Troubleshooting\nCustomer: Camera installed but not connecting\nHuman Agent: Hi my name is Wendy.  Camera ZMD19G4IH408051 Entry shows offline.  Is this the camera you are needing help with?"]
["Customer: I have 7 outside cameras and I had your cloud service before but I want to get it again. How much does it cost for the 7 day cloud service? \nCustomer: Who would my service provider be? I went through yall before. \nCustomer: Do you have a phone number for customer service? \nCustomer: Is there a number I can call to talk to someone? \nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: My wife passed away in October 2024,I am trying to reactivate the cameras. I am Paul Hamel her husband and I have access to her account but do not know what to do \nCustomer: Thank you \nCustomer: I ll get back to you if I need further assistance. \nCustomer: 1\nHuman Agent: Hi my name is Wendy.  Are you logged in to your wife's account with email pa----@yahoo.com?\nCustomer: I contacted you earlier, my wife passed away in October 2024, I am Paul Hamel and have access to her account. The cameras are all working but I can’t access the live feed. The account has probably lasped. She was supposed to have a phone conversation with you on August 12, 2024, I don’t know if this happened or she might have been hospitalized. I would like to reopen her account in my name so that I can get live access to the cameras. I would appreciate any help you can give me."]
["Human Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?"]
["Customer: 1234\nCustomer: Set up\nHuman Agent: 五二翁翁\nCustomer: w额温枪二群"]
["Customer: I need live customer support \nCustomer: Thank you \nHuman Agent: How can I assist you?\nCustomer: Yes I have had my camera up and running for over  2 years now\nCustomer: It dropped off line a week ago \nFinal attempt to read was removing it from my network \nCustomer: I cannot find the original paperwork with install barcode and instructions \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: One second \nCustomer: All I see is a scan code with the numbers letters beginning with GS \nCustomer: D/static_file/9ed59bd104_1_20241031152000.jpg\nCustomer: D/static_file/200f3b263f_1_20241031152017.jpg\nCustomer: I have one blinking red light \nHuman Agent: It looks like that camera is made by our partner company Goaofoeoi. You will want to contact Goaofoeoi support for setup instructions. Goaofoeoi's support contact email is piggyxlin@163.com.\nHuman Agent: Goaofoeoi will be able to give you the setup instructions you need for the camera.\nCustomer: Thank you \nHuman Agent: You're welcome."]
["Customer: Sound\nCustomer: Sound not working \nCustomer: My sound not working \nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You do not have any cameras with audio capabilities on your account. \nCustomer: My microphone not working to talk through \nHuman Agent: You don't have any cameras with microphones or speakers."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer:  I need tech support \nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Yes\nCustomer: I finally got the cameras to come up online\nCustomer: But I do not have my hard drive connected\nCustomer: Should I install the hard drive now?\nCustomer: By installing the hard drive inside the nvr . Will it disconnect my cameras from viewing online?\nCustomer: When the cameras were hooked up with the NVR hard drive installed, the cameras will not display online at all"]
["Customer: Hi I added a new camera to replace old one that stopped working, how do I get the new one added to the account for the old one?\nCustomer: I had to do a 30 day trial to get the camera back online \nCustomer: I still only have 4 cameras that alley camera broke so I just replaced it with new one \nHuman Agent: The cloud service does not cause cameras to come online or have anything to do with cameras being online or offline its only used for recording purposes. \nHuman Agent: Let me look up your account to see what cameras you currently have subscribed and how you subscribed \nCustomer: Will that camera go offline after the 30 days? Or will I be charged for an extra camera?\nHuman Agent: The camera is already offline, its currently still subscribed but not on the account, It is not possible for us to move the subscriptions totally with the billing from one camera to another, what I can do is move the leftover time from the service for the subscription onto the other camera but it does not carry over the billing once that time ends you would just have to resubscribe it, do you want me to do that for you?"]
["Customer: Set up\nCustomer: Set up"]
["Customer: cyita\nCustomer: poiuw  cvyjlc\nCustomer: 1\nCustomer: pommd\nCustomer: mon\nCustomer: mpogf\nCustomer: cvbyda\nCustomer: snnia\nCustomer: ycgtrwwk\nCustomer: nb\nCustomer: mon\nCustomer: wsinia\nCustomer: nbg\nCustomer: nbc\nCustomer: mon\nCustomer: poigrwyo\nCustomer: bcethj;\nCustomer: bcf43\nCustomer: kinokna\nCustomer: 463551\nCustomer: mon\nCustomer: poikhyksd'\nCustomer: pohiy7i\nCustomer: pouukghdgd;xdhnsf\nCustomer: mon\nCustomer: 1\nCustomer: pokxwto\nCustomer: pokjykjbksk\nCustomer: poyyurhbhyhj\nCustomer: pohyiyukkghld\nCustomer: pomikbgd\nCustomer: 1\nCustomer: cynita\nCustomer: bngtew\nCustomer: mon\nCustomer: bvcwtl\nCustomer: sgiina\nCustomer: pokmhegm\nCustomer: mon\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hi my name is Wendy\nHuman Agent: What is the device ID on the camera you are needing help with?  The device ID will be listed on a sticker on the camera and will start with ZMD or GSG"]
["Customer: Buenos días \nCustomer: Tengo cámaras zmodo y quiero ponerlas para que se vean en dvr se puede\nHuman Agent: Hola, te has comunicado con atención al cliente. Te habla Marcela. ¿Podrías darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras."]
["Customer: Doesn't allow connecting my devices \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Can you elaborate on what you mean by it not allowing connecting your devices? Do you just mean you're having trouble with setting the devices up onto your wifi?"]
["Customer: is there no way to speak to a person on the phone now?\nCustomer: agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can get your name, phone number, email to schedule you a call to speak with a rep over the phone if you prefer, what would you like?\nCustomer: 2537402915\nCustomer: yes that would be great if you could call me.  its much easier for me to understand \nCustomer: my name is Abigail Scott\nCustomer: are you still here??\nHuman Agent: Yes, I am assisting other customers beyond just you. I will schedule you for a call now, one moment\nCustomer: i have a account with you. ok thanks\nCustomer: im still here\nHuman Agent: I scheduled the call successfully, you are next in line and have a call from 1-2PM central time.\nHuman Agent: do you have any other questions before we go?\nCustomer: i am not available at that time\nCustomer: im pacific time zone\nCustomer: so what time is 1 central?\nCustomer: hello \nCustomer: yes agent\nHuman Agent: that would be 3PM our time, I can scedule for that time no problem. do you want 1PM pacific time for the call?\nCustomer: i would like 10am pacific time\nHuman Agent: We do not have that timeslot available as we go to lunch during that period. \nCustomer: how about 6pm pacific \nHuman Agent: Is there anything time today that would work better for you besides 10AM pacific time?\nCustomer: not really i have appointments\nCustomer: maybe 11 am\nCustomer: can you call on saturdays\nHuman Agent: we do not have calling over the weekend, I can schedule you for 11AM pacific time no problem. \nHuman Agent: I scheduled you for 11AM now. Any other questions before we go?\nCustomer: ok let try that\nHuman Agent: Okay"]
["Customer: Do you have a good phone number I can call for customer support to help me out with the installation of my zmodo cameras?\nCustomer: Thank you \nHuman Agent: You can tap on Schedule Call to make a callback appointment if you would like a phone call for assistance.\nCustomer: Hi how are you?"]
["Customer: Please help me unsubscribe 2 cameras they do not work I have 2 newer ones that I would like to switch account to\nCustomer: I do not have android phones or tablet so I cannot connect to account to unsubscribe what do I do\nCustomer: Can I get customer support information \nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Do you want me to both cancel the cloud service for you and move that time onto the other two cameras on the account?"]
["Customer: good morning. I was wondering if you can give me a hand setting up an old school camera to my at. It had worked in the past.  It is zmodo camera zp-ixy1d\nCustomer: it is blinking blue. When I load the app, I other cameras are listed but not this one. I don't see a way to reset it\nCustomer: how do I reconfigure the camera?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device, can you send me all the cameras ID number, it will start with ZMD"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Still having trouble \nCustomer: Blue light flashing \nCustomer: Also flashing green\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this the first time you are setting up these devices or have they been setup previously?\nCustomer: Setup previously \nHuman Agent: Okay, I would like to first look up the devices to see what setup options they take, can you send me the cameras Model and ID number? the ID numebr will start with ZMD or GSG and Not start with FCCID. \nCustomer: Model:ZP-IBH15W\nZMD14KCDA279662\nHuman Agent: Okay, for this camera the setup it uses is the QR code setup, it does not use any other setup. WHen you did the QR code setup, and showed the camera the QR code earlier, how did the cameras lights react? what color were they and were they flashing or solid?\nCustomer: Lights continued flashing\nHuman Agent: what color were the lights?\nCustomer: First flashing green then flashing blue\nHuman Agent: Okay, Can you go through the QR setup, then at the end take a screenshot of the QR code and send that to me in the chat to review.\nHuman Agent: It sounds like the camera is trying to read the code, then failing based on the light pattern, it could be something with the code itself with how its generating on the phone, once you send the screenshot I will be able to tell if it is the issue or not."]
["Customer: Troubleshooting\nCustomer: How do I contact customer care?\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Nothing works \nCustomer: My WiFi will not connect \nCustomer: Just spins and will not connect \nCustomer: Need assistance \nCustomer: Need assistance \nCustomer: Needs assistance \nCustomer: Need assistance \nHuman Agent: Hi my name is Wendy\nHuman Agent: Are you needing help setup a camera? or what are you needing help with?\nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with."]
["Customer: Reset time and date\nCustomer: I have done that many times. I can’t click it. It doesn’t do anything \nHuman Agent: Hi my name is Wendy.  Do you have a monitor/mouse connected to your NVR?"]
["Customer: Hey Mira \nCustomer: I need help\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?\n\nCustomer: Yes \nCustomer: My cameras won't connect \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?\n\nCustomer: I changed my wifi password and it still won't connect \nCustomer: Hello \nHuman Agent: Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: The application is one of the most worsening application in the store…….\nMalfunctioning a big time and you guys don’t give a damn???????\nCustomer: -1\nCustomer: Even support is needed improvement since it’s malfunctioning \nCustomer: Even agents are malfunctioning? \nCustomer: -1\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Still not working \nCustomer: -1\nCustomer: My camera will not connect to the app\nHuman Agent: Hi my name is Wendy.  The camera you are wanting to setup, is it new? or has it been setup before?"]
["Customer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: My camera is only keep spinning but not catching \nCustomer: It's not connecting to wifi\nCustomer: My camera not showing no pictures \nCustomer: K\nHuman Agent: Hi my name is Wendy.  Denise room cam 1\t camera shows offline. Is this the camera you are needing help with?"]
["Customer: Camera will not connect to app\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy. Are you needing help with camera named cat box?"]
["Customer: Espanish\nCustomer: 1\nCustomer: Agent\nCustomer: Ok\nHuman Agent: How can I assist you?\nCustomer: Espanish please\nHuman Agent: ¿Cómo puedo ayudarte?\nCustomer: Gracias \nCustomer: Tengo 2 cámaras nuevas para activar y no e podido \nCustomer: E probado de todas las formas  p no\nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debería comenzar con ZMD y debería estar en una pegatina blanca en la cámara o en el soporte, normalmente debajo de un código de barras.\nCustomer: Estas\nHuman Agent: ¿Podría tener el ID del dispositivo para las cámaras?"]
["Customer: The  qr will not read\nHuman Agent: Hi my name is Wendy.  Are the indicator lights on the cameras blinking green?  You are trying to setup the meShare mini cameras connected to this account?"]
["Customer: Live person\n\nCustomer: -1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?"]
["Customer: Agent \nCustomer: Speak to a representative\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Hi my cameras is not working & they are plugged up\nCustomer: No I haven’t. I’ll try that. \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nHuman Agent: Hi my name is Wendy.  Are you needing help setup the Greet camera on your account named 5052?"]
["Customer: I need customer support phone number please\nCustomer: Agent\nCustomer: Agent\nCustomer: “Agent”\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: useless ai\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: I can't get this camera to connect\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nHuman Agent: Also if the camera is brand new, please let me know the model of camera."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: After trying all directions 4 troubleshooting I am still not getting them 2 wk?\nCustomer: Camera does turn on does not read the device\nCustomer: Pls hold on while I try I hav been wking on this 4 days\nCustomer: It only blinks red\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera that you are needing help with?\nHuman Agent: The ID will be listed on a sticker on the camera.  It will start with ZMD or GSG"]
["Customer: I need to talk to someone about my account. I need a number to call\nHuman Agent: Hi my name is Wendy\nCustomer: Agent\nHuman Agent: What questions do you have about your account?\nCustomer: Agent I need to talk to someone about my account\nHuman Agent: My name is Wendy.  What questions do you have about your account?\n\nHuman Agent: If you prefer to have a phone agent call you, you can click on the invite I just sent to schedule a callback\nCustomer: I need a phone number to talk to you\nCustomer: Now\nHuman Agent: Did you click on the invite to schedule a callback?\nCustomer: Yes call me now\nHuman Agent: I am not a phone agent.  You will need to schedule a callback for a phone agent to call you"]
["Customer: Troubleshooting\nCustomer: My camera only shows red lights\nCustomer: -1\nCustomer: It doesnt Connect to qr\nCustomer: -1\nCustomer: Agent\nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?"]
["Customer: Quiero poner a fucionar las camar y no puedo\nCustomer: Es mi primera vez\nCustomer: Zmodo\nCustomer: Estoy intentando de conectar la camara con el celular\nCustomer: 1\nHuman Agent: Hi my name is Wendy.\n\nProporcione el ID del dispositivo de las cámaras con las que necesita ayuda. Verifique la etiqueta en el dispositivo, que podría comenzar con ZMD o GSG. \n\nTambién déjeme saber la marca/modelo de las cámaras si son nuevas."]
["Customer: Set up\nHuman Agent: Hi my name is Wendy\nHuman Agent: The camera you are wanting to setup, is it new? or has it been setup before?"]
["Customer: Set up\nCustomer: Not counting to new wifi\nCustomer: How do i make it work ?\nHuman Agent: Hi my name is Wendy.  Home camera & home camera 2 show offline.  Are these the cameras you are needing help with?"]
["Customer: Can I have a support phone for the FPS\nHuman Agent: We are currently unavailable for live chat support, but you can reach out to us via email support@smartz.cloud. Our new hours of availability are:\n\n- Monday to Friday: 9am to 12pm and 1pm to 6 pm CST\n* Excluding Holidays\n\nYou may also contact the chat outside of our hours again to speak to our AI chatbot Mira who can assist with some troubleshooting. I've also sent a callback scheduling form where you can click the button in the chat in order to schedule a callback for a future date if you'd prefer.\n\nThank you for understanding."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Camera is not showing in the app\nCustomer: -1\nCustomer: Camera is working flashing blue light but it’s not showing in the app\nCustomer: -1\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Set up\nCustomer: I am a senior citizen and just moved.  Would like to set up my cameras.  Can you please have someone call me. 8144403404\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. All of the cameras currently on your account already seem to be online. Did you have other cameras you're looking to set up as well?\nHuman Agent:  All of the cameras currently on your account already seem to be online. Did you have other cameras you're looking to set up as well?\nCustomer: Please have someone call me Yes\nHuman Agent: I've sent a link to schedule a callback, but that would have to be for a future time if you schedule one. Otherwise I'm happy to help you here now. \nCustomer: 8146024150.  Please have them call this number \nHuman Agent: You would need to schedule the call via the schedule a call button I sent."]
["Customer: Hi \nHow can I change my WiFi to my cámara \nCustomer: I don’t remember the initial setup\nCustomer: Where can I find the setup\nCustomer: 1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I looked up your account and the cameras currently bound to your account all use the setup called QR code, I will send you the setup directions for you to go through\nHuman Agent: Here are the QR code setup steps \n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nHuman Agent: Let me know if you have any trouble with the setup."]
["Customer: Can I have the camera connected to the electric outlet all time?\nCustomer: 1\nCustomer: Okey, but it is a battery camera that I want it permanently connected to the electric power. It’s ok to do that?\nCustomer: 1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We have several cameras, are you able to send me the Model and ID number of the cmaera you are inquiring about? I will be able to check if its a battery powered camera or not with that. \nHuman Agent: Once I confirm which battery powered camera it is I will be able to check if it can be left plugged in or not for you."]
["Customer: Ok it work now\nCustomer: How long should I get a new one? Because is 3 yrs old.\nCustomer: That why I need a agent\nCustomer: How long should I get new \nCustomer: It 3 yrs old\nHuman Agent: I'm sorry, I do not understand your question. You can get a new camera if you want to. That is entirely up to you."]
["Customer: Can’t get my camera to connect \nCustomer: Last time this happened had to call you to get resolved is there a number I can call ? \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nHuman Agent: You can tap on Schedule Call if you would like to make a callback appointment.\nCustomer: I need number to call you \nHuman Agent: There is not a phone number that you can call in to. You can tap on Schedule Call to make a callback appointment if you would like to speak to a representative on the phone.\nCustomer: Ok \nCustomer: I scheduled call \nHuman Agent: Alright, then we will give you a callback during your scheduled appointment time."]
["Customer: Hi\nCustomer: 2 of my cameras night visions stopped working.  I reset them still not working\nCustomer: My wifivis 5g\nCustomer: Can u send update for my cameras?\nCustomer: Can Ibchat to a representative? \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Do the red lights on the cameras not come on at all?"]
["Customer: Why does every one of my videos have a playback error?\nCustomer: I've tried all of that already \nCustomer: Agent\nCustomer: Why does every video have a playback error?\n\nHuman Agent: Hello, you've reached customer care, my name is Kylie, when you see this playback error is it after you click playback or is it after you tap on an event does it give the playback error?\nCustomer: When I tap on an alert it acts like it's loading then stops and I get the error\nHuman Agent: Okay, Can you take a screenshot of how that page looks when its loading, then also take a screenshot of the error that pops up at all to send me?\nCustomer: Ok. Will I lose you if I back out of this chat?\nHuman Agent: You wont lose the chat, the chat only times out after 5 minutes of no response from your end. \nCustomer: Ok\nHuman Agent: Okay\nCustomer: D/static_file/c257edb636_1_20250210104007.jpg\nCustomer: D/static_file/b256d73ae3_1_20250210104011.jpg\nHuman Agent: Are you able to try moving the scroll wheel to have the Blue middle point on top of the Blue area and tell me if it stays there or if it jumps to the grey area just ahead, or just behind.\nCustomer: If I move to the blue it jumps to where it is now\nHuman Agent: Okay, I would like to have you do something to see if it resolved the issue. One moment while I type out the directions to have you do.\nHuman Agent: First, click Live on the device\nClick the settings gear in the top right\nClick the three dots in the top right corner\nClick time zone. : if the timezone is on the correct time, click one that is wrong to change it to, If it is on the wrong timezone click the tiemzone that is correct for you instead. \nHuman Agent: After that back up, check that the time on the camera has changed for the live view.\nCustomer: Ok\nHuman Agent: Then if the time does show it is incorrect, \none more time, \nClick the settings gear in the top right\nClick the three dots in the top right corner\nClick time zone, then Change it back to the correct time zone. \nThen back up and make sure the time is correct again. \n\nOnce you have done that let me know then I will have you do a test to see if this resolved the issue or not. \nCustomer: Ok the time zone was right\nHuman Agent: Okay, Good, you will change it to the wrong timezone now\nCustomer: Ok  done\nHuman Agent: Okay, Back up and check the lvie video to make sure it shows the wrong timezone properly. \nThen one more time, \nClick the settings gear in the top right\nClick the three dots in the top right corner\nClick time zone, then Change it back to the correct time zone. \nThen back up and make sure the time is correct again. \nCustomer: Done\nHuman Agent: Great. Now lets get the camera to make a new event, Try causing motion Infront of the camera, if it does not make an event at all just let me know. \nCustomer: Ok I think it is working now. \nHuman Agent: That's great news. Is there anything else I can assist you with today or any other questions before we go?\nCustomer: Thats it. Thanks\nHuman Agent: Okay, Thank you as well, have a beautiful day."]
["Customer: 1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?"]
["Customer: Troubleshooting\nCustomer: Both of my cameras aren’t working.  It says establishing secure video channel but won’t connect\nHuman Agent: Hi my name is Wendy.  Canary cam & living room cam show offline.  What color are the indicator lights on the cameras? and are the lights blinking or solid?"]
["Customer: Need a contact number \nCustomer: -1\nCustomer: Call\nCustomer: -1\nCustomer: Agent \nCustomer: Agent\nCustomer: -1\nCustomer: Agent\nCustomer: Agent\nCustomer: Agent\nCustomer: Call me\nCustomer: Call\nCustomer: Call\nCustomer: Cancel this zmodo\nCustomer: -1\nHuman Agent: Hi my name is Wendy.\nHuman Agent: What are you wanting to cancel?  Please let me know in more detail"]
["Customer: Set up\nCustomer: Please help me I can't get to set up my cameras it's not scanning \nCustomer: The color is blue\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Actually it's on solid blue I link them to the  SmartzEsze  but I would like to deactivate that and link it to zmodo and it not Accessing because it's saying the camera is already link to the SmartzEsze account \nHuman Agent: You can log in to the same account on the Smartz Eaze and the Zmodo apps. The account email addresses and passwords are the same. So you can log out on the Zmodo app and log in with the same account as you are logged in with on your Smartz Eaze app.\nCustomer: So close of the zmodo app and install the SmartzEsze app and use my same email and password \n\nHuman Agent: No, you would log in to the Zmodo app using the same email address and password that you used to log in to the Smartz Eaze app."]
["Customer: What's the support phone #?\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Set up\nCustomer: Customer support phone number \nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?"]
["Customer: Customer support \nCustomer: Customer care agent \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: Set up\nCustomer: My device are not connected to wiffi\nCustomer:  They are flashing green light\nCustomer: Meaning\nCustomer: They have been with me for almost a 3 years and never have they done that what can i so\nCustomer: Do i wait or what do i do\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Hi I am waiting on the call\nHuman Agent: Hello, you've reached customer care, my name is Kylie. What was the email and phone number you used when you submitted a callback for the call scheduler?"]
["Customer: Telephone call\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Not working \nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.  Are you needing help with camera named Vanda?"]
["Customer: need to talk to customer sevice\nCustomer: Set up\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Set up\nCustomer: Cannot add new camera\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Hi, I can't connect my camera!\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with."]
["Customer: Troubleshooting\nCustomer: My phone is only showing camera 1 and there’s 8 \nCustomer: I just have to slide to see next camera and it keeps sending number 1 camera \nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: I can’t view my cameras from my phone it says something about the network\nHuman Agent: Hi my name is Wendy.   All your cameras show offline.  Did you get a new router? or update your wifi name or wifi password?"]
["Customer: Set up\nCustomer: This is the second device and it’s not connecting first device is connected and the light is solid blue\nCustomer: LED light is solid blue\nHuman Agent: Hi my name is Wendy\nHuman Agent: What is the device ID on the solid blue camera you are needing help with?\nHuman Agent: The ID will be listed on a sticker on the camera. it will start with ZMD or GSG"]
["Customer: My cameras still not working, is on and internet is working, in my app said off line \nHuman Agent: Hi my name is Wendy.  What color are the indicator lights on the two cameras named Smart Device? and are the lights blinking or solid?"]
["Customer: Hello \nCustomer: I have a problems with my conection\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera or one you previously used?"]
["Customer: video not showing on screen\nCustomer: -1\nCustomer: y\nCustomer: -1\nCustomer: video not working\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: need help\nCustomer: video not displaying on crt screeen\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: contact person\nHuman Agent: Could I have the device ID of the camera or NVR system you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: trying again"]
["Customer: Set up\nCustomer: How can I reset the system.  I don't want to subscribe to icloud \nHuman Agent: Hi my name is Wendy.  Camera named main entrance shows offline.  Is this the camera you are needing help with?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: New wifi \nCustomer: -1\nCustomer: Set up new wifi\nCustomer: Agent \nCustomer: I got a new wifi box. I need to get the cameras back online \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: None of my events are being saved on my camera cloud\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Is it happening on all the cameras?"]
["Customer: I need to connect to my new network- but can’t figure out how to re establish the connection \nCustomer: So I have to do tgat for every camera ?!?\nCustomer: I don’t need to sort them - they are fine \nCustomer: I need to reconnect them all to the same network \nCustomer: -1\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: All of your cameras can use Zink setup.\n\nWhat color are the indicator lights on the cameras? and are the lights blinking or solid?  The red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid.\n\nIf you cup your hands around the lens of the camera you can see the indicator light easier.\n\n\n\nHuman Agent: The plans you had expired Jan 18, 2025."]
["Customer: Set up\nCustomer: I am having trouble getting my camera to connect to the internet I've made sure everything is on and working properly\nCustomer: -1\nCustomer: I have made sure everything's on and working properly and it's not connecting\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: which cameras work with your nvr\nCustomer: which cameras work with your zp-nl14 nvr\nHuman Agent: Hi my name is Wendy.  What is the device ID on your NVR?  \nHuman Agent: the ID will be on a sticker on the bottom of the NVR and will start with ZMD or 1"]
["Customer: Need to speak with a customer representative about changing address\nCustomer: Agent\nCustomer: 1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: Need to add new address \nHuman Agent: Are you meaning for your billing? Generally the address is only used for that. \nCustomer: Yes an address for purchases to order new cameras and they're going through my old address which is 951 North Chester avenue I need them sent to 963 North Chester avenue 46201\nCustomer: What can I speak with a representative that's going to change my address for making purchases from zumodo\nHuman Agent: You're speaking with a representative already. As for purchases ordering cameras, whenever you make a purchase on our site you input the shipping and billing addresses so that would just be entered whenever you make a purchase."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Account Deletion\nCustomer: Agent\nCustomer: Hey Dillon\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: Yes, I'd like to delete my zmodo account. No longer have use for it. \nHuman Agent: Okay, I've sent you an email with the account deletion form. You would need to fill it out and then return it to us via email. \nCustomer: Doing it now. one moment\nHuman Agent: Okay. \nCustomer: I don't have any device ID or App Account. If this isn't relevant can I just put N/A?\nHuman Agent: The app account you can just put the email you have the account under. Device ID you may put N/A since you do not have devices on your account. \n\nCustomer: Sent\nCustomer: All good?\nHuman Agent: Yes, it seems fine. It should be deleted later this evening and I will follow up via email once it is done. Is there anything else I can help you with for now?\nCustomer: Follow up with email: dankkronix@gmail.com\nCustomer: I will no longer be using the email the form was sent. I'm doing an account wipe due it being compromised. \nCustomer: Thank you for your assistance!\nHuman Agent: Alright, have a good evening."]
["Customer: I need a live agent. \nHuman Agent: How can I assist you?"]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Rep\nCustomer: Rep\nCustomer: Ok\nCustomer: Ok\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Rep\nCustomer: Rep\nCustomer: Hello\nCustomer: Hello\nCustomer: Reset my cameras\nCustomer: Reset my cameras\nCustomer: -1\nCustomer: -1\nCustomer: Camera linked to another account \nCustomer: Camera linked to another account \nCustomer: Old account not working\nCustomer: Old account not working\nCustomer: Rep\nCustomer: Rep\nCustomer: Rep\nCustomer: Rep\nCustomer: Rep\nCustomer: Rep\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: Rep\nCustomer: Rep\nCustomer: Tep\nCustomer: Tep\nCustomer:  Rep\nCustomer:  Rep\nCustomer: Set up\nCustomer: Set up"]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: I have a call back set for tomorrow they have the wrong number\nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. When you enter chat, you should have the option to edit your callback at which point you can update your information. \nCustomer: I did not and could I get a call sooner I have no camera working \nCustomer: Why did you quit talking calls\nHuman Agent: I can reschedule it for an earlier time tomorrow if you would like. What time would you like it moved to and what is the correct number for the callback? \nHuman Agent: We still have the callbacks, but just do not have the inbound phone support anymore. \nCustomer: 541-913-7511\nCustomer: The time is ok if I can not get one today\nHuman Agent: Okay, I'll update the phone number then. No callback today would be possible, but I'd be happy to help here instead if you would like. \nCustomer: I am not good at this tex thing\nHuman Agent: Okay, well if you have any other questions for now, feel free to let us know, otherwise we'll give you a call tomorrow afternoon between 1pm and 2pm CT. \nCustomer: Ok I am not happy with the new way things are being done I mit have to fine new camera's \nHuman Agent: I'm sorry to hear you feel that way. We're happy to assist you though whether here in chat or via the callback tomorrow. \nCustomer: Ok have a good day \nHuman Agent: Okay, you as well!"]
["Customer: Agent\nCustomer: Last four nunbers of the devive are 6825\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you send me the cameras Model and ID number, the ID will start with ZMD,"]
["Customer: How do I get on my other phone\nCustomer: It won’t let me \nCustomer: To log in with my info\nCustomer: Still having trouble \nHuman Agent: Hi my name is Wendy\nHuman Agent: You are trying to login to the app with email iansangel725@yahoo.com on a different phone/tablet?"]
["Customer: Troubleshooting\nCustomer: All cameras are not working. We had a power/internet/wifi outage.\nAll have been restored but the system is still not working.\nCustomer: Troubleshooting\nCustomer: Need tech support to please call (321)385-9600 to walk through the restoration process. Thank you!\nCustomer: Please have tech support contact us at 321 385 9600 to fix the problem. \nCustomer: You are sending back our number.\nCustomer: Please have an \" Agent\" call 321 385 9600\nCustomer: Grant please call 321 385 9600 and speak to us regarding restoration of service to all cameras.\nThank you!\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: I am having trouble setting up my camera. I have checked to be sure it is compatible and it seems that it is. Next steps?\nCustomer: led light is flashing green\nCustomer: i do please\nCustomer: app is downloaded, add device, will not scan device\nCustomer: 1\nCustomer: will not connect to zink \nCustomer: have tried so many times and it won't recognize device\nCustomer: 1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera youa re trying to setup or is it a camera that was setup previously?"]
["Customer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I have a really old system my internet went out the other day and when it came back on on the TV it says that the disc can't be formatted and I'm not sure what that means\nCustomer: D/static_file/80590af832_1_20250310134625.jpg\nCustomer: I tried pressing okay on the my remote because my zmodo doesn't have a remote\nHuman Agent: It says the Disc is not formatted, and its asking if you would like to format it. the Disc it is refering to is the harddrive inside the unit, you can choose to tap on cancel but there is a chance with the Harddrive not being formatted it may not be recording any of the footage onto it. You can check this in the devices settings to see how full the disc/HDD is\nHuman Agent: If the remote doesn't work you can use a Mouse plugged into the back of the DVR as well. \nCustomer: Okay that's what I was wondering is it if I could plug a mouse up okay thank you\nHuman Agent: Yes, You can plug a mouse into the back of the unit, it should have a USB port you can use a wired or wireless mouse in, If you plug in one mouse that is wireless and have any trouble with it not responding on the screen, I would recommend you to try a wired mouse or an older style of wireless mouse as sometimes newer wireless mouse don't work with DVRs."]
["Customer: Set up\nCustomer: hablas espanol\nCustomer: agent\nHuman Agent: ¿Cómo puedo ayudarte?\nCustomer: si tengo problemas con mi sistema\nCustomer: podrian ayudarme mi cel es 9564605412\nHuman Agent: Si desea que le devolvamos la llamada, puedo tomar su nombre y número de teléfono y entregárselos a nuestro representante de habla hispana. Te llamarán cuando estén disponibles. ¿Cómo te llamas?\nCustomer: Mi nombre ALONSO ZURITA CEL 956 4605412\nHuman Agent: Gracias. Le daré información a nuestro representante de habla hispana y ellos lo llamarán cuando estén disponibles.\nCustomer: OK GRACIAS\nHuman Agent: De nada."]
["Customer: Are you back from lunch?? \nCustomer: Are you back from lunch?? Would like someone to call me \nCustomer: Michelle-586-817-0335\nCustomer: Agent\nCustomer: “Agent”\nCustomer: Hello\nCustomer: Hello\nHuman Agent: If you would like to make a callback appointment, then you can tap on Schedule Call to complete the appointment form.\nCustomer: Yes I tried to fill out the form and the submit button doesn’t light up \nCustomer: Hello\nHuman Agent: Do you have dashes in your phone number? The form will only accept it with just the numbers.\nCustomer: Ok it didn’t say that hold on \nCustomer: Ok I sent it\nHuman Agent: Alright, then you will get a call during your scheduled appointment time.\nCustomer: So my appointment time is CST correct?? So it’s 400-500 so would be 500-600 EST CORRECT??\nHuman Agent: Yes, the appointment times are CST, so an hour behind EST."]
["Customer: Cameras don’t connect \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: 17A6I7508366\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?"]
["Customer: Troubleshooting\nCustomer: Hello.  We have had a zmodo 4 camera system since 2018 working well.  Just changed our internet provider and cannot get our cameras working. \nHuman Agent: Hi my name is Wendy.  Please provide the device IDs on the devices you are needing help with.\nHuman Agent: the device ID will be listed on stickers on each device and start with ZMD or 1\nHuman Agent: You can see the 3 cameras listed on your account?\nHuman Agent: QR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the phone app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nHuman Agent: Does the indicator light only blink green during setup? or does it flash between green & blue?\nHuman Agent: Go to your phone's settings, make sure location services are enabled for the app, along with precise location.\n\nHuman Agent: then go through setup again\nHuman Agent: Go to your phone's settings for the app\nHuman Agent: Make sure location is enabled while using the app along with precise location then go through setup again\nHuman Agent: okay is precise location enabled as well?\nHuman Agent: Double check that your connected to 2.4GHz wifi\nHuman Agent: You will want to contact Verizon or your router manufacturer, they can help you setup a 2.4GHz wifi channel on your router.  \nHuman Agent: Correct.  You need to connect to 2.4GHz for setup\nHuman Agent: You're welcome"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Cameras dont work\nCustomer: Cameras dont work\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: -1\nCustomer: -1\nCustomer: They are all pluged in no response on devices\nCustomer: They are all pluged in no response on devices\nCustomer: Everything is fine but still not working \nCustomer: Everything is fine but still not working \nCustomer: No cameras are working\nCustomer: No cameras are working\nHuman Agent: Hello, you've reached customer care, my name is Kylie. When the cameras are plugged into power do you see any lights coming from the from the front? If you do see lights let me know the color and if they are flashing or solid.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. When the cameras are plugged into power do you see any lights coming from the from the front? If you do see lights let me know the color and if they are flashing or solid."]
["Customer: Set up\nCustomer: How do I copy the code using my camera\nHuman Agent: Hello, you've reached customer care, my name is Kylie. What do you mean? can you elaborate more for your question."]
["Customer: I bought a storage unit at an auction and while going  thru what was in there I found a zmoto camera is there any way I can get it bound to my account?\nCustomer: Will do thank you\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: I can't get my already camera to connect again. We haven't used it on a while but it's not linking up\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with."]
["Customer: Troubleshooting\nCustomer: Ok\nCustomer: Payment\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Yes, i want to talk representatives \nHuman Agent: I am a Representative, How may I assist you?\nCustomer: I want to speak to a representative\nHuman Agent: Do you mean over the phone?\nCustomer: Yes\nCustomer: Over payment \nHuman Agent: Okay, for calling we only have outbound calling via schedule, I will send you the scheduler in the chat here so you can get phone support. \nCustomer: They charged me 199.60 when they should have charged only 14.99\nHuman Agent: I sent the scheduler now, if you have trouble with filling it out at all let me know."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.  Are you needing help setup the cameras named smart device & hummingbirds?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: \nContact me\nCustomer: Trying to connect my camera\nCustomer: I already did that\nCustomer: Trying to connect my fourth camera\nCustomer: 1\nCustomer: It didn’t work can somebody call me?\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Set up\nCustomer: maual\nCustomer: do you provide camera installation support\nCustomer: i am looking to buy 2 more camera and install it\nCustomer: do you give installation service\nCustomer: like, someone can come home and install it /\nHuman Agent: We do not have technicians that would install it on site. You would setup the cameras with your app."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new device you are trying to set up or is this a previously setup device?"]
["Customer: Set up\nCustomer: I can't connect \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD."]
["Customer: Troubleshooting\nCustomer: Nvr hard not working \nCustomer: Network recorder not working \nCustomer: It's has a bad hard drive \nCustomer: I need assistance \nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Do you have the NVR connected to a monitor/TV and mouse?"]
["Customer: Set up\nCustomer: How do you change your cameras over to someone else?   I gave mine to my daughter.  \nCustomer: How do you remove the camera from your account?\nCustomer: I had already deleted them, but my daughter can’t get them to activate to her phone.  Can she call you for help?\nCustomer: 1\nCustomer: What is their number?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. It does look like there are no devices tied to this account youa re contacting from, could you perhaps have made multiple account in the past that one of the cameras might still be bound to?\nHuman Agent: If you have any other emails or a phone number you would of made an account with in the past I can look that up to see if there are any other accounts with devices made with that info.\nHuman Agent: Otherwise I can also look up the the individual devices (cameras) with their ID number to see if they are bound to another account as well. The ID would be directly on the cameras on the sticker and start with ZMD or GSG."]
["Customer: Start the trial plan. I cannot use the microphone  option  what can I talk and hear from the camera\nCustomer: Microphone no working\nCustomer: Setup microphone\nHuman Agent: Hello, you've reached customer care. The cameras on your account do not have audio."]
["Customer: Set up\nCustomer: Can someone call me \nCustomer: I need a person over the phone to help me with setting up this camera \nCustomer: What is your customer service number \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. We do not have an inbound phone support number, but we could help to arrange a callback for a future date. We would need to know a US number to reach you, the date, and the time slot you would like to be called. We have callbacks Mon-Fri 9am-12pm and 1pm-5pm CT in 1 hour blocks where an agent would call sometime within that hour. Otherwise I would be happy to assist from here."]
["Customer: Saying username doesn't exsist\nHuman Agent: Hi my name is Wendy.  What is the email/phone you are using to login to the app?"]
["Customer: Set up\nCustomer: I have a model ZP – IBH15 –W camera and I cannot figure out how to connect it\nCustomer: How do I see where it will be ready to connect\nCustomer: I need to be able to discover it in the app where do I do that?\nCustomer: My camera will not connect via QR code. How do I connect it manually\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Where is this option for manual setup\nHuman Agent: The setup you will use will depend on the camera. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD13FVDA210788\nHuman Agent: That camera will use the Zink setup method. It is also setup on a different account. The camera is setup on a phone number account, *******752.\nCustomer: It wouldn’t let me in the account so I used my email \nHuman Agent: Do you still have access to that phone number?"]
["Customer: Set up\nCustomer: My camera are offline. It has been for 4 months and I can't set them up. \nCustomer: I need to speak with agents please. I cannot do. \nCustomer: I need someone to call me and help me. Set my cameras back up like old times please \nHuman Agent: We will be closing at 6PM central time which is in minutes. I can follow up via email if you prefer, Send a callback scheduler so you can schedule a callback for tomorrow or we can just chat until 6PM what would you like to do?\nHuman Agent: d\nCustomer: I would like to schedule an appointment for in the morning at eight a m.Please\nHuman Agent: you would submit the call sceduler I sent into the chat now, let me know if you have any trouble with submitting the call."]
["Customer: Troubleshooting\nCustomer: Hello I have continuous recording and it’s not recording 24/7\nHuman Agent: Hi my name is Wendy.  One moment I will check your account.\nHuman Agent: Cameras named out front and camera 1 outside have the cloud plans.  Both cameras are offline.  The cameras need to be online in order to record footage. \n\nWhat color are the indicator lights on the cameras? and are the lights blinking or solid?"]
["Customer: I have a new router and I am trying to sync my cameras up. Can’t get it to work. Tried everything.\nHuman Agent: Hi my name is Wendy.  Are you trying to setup camera named Front right now?"]
["Customer: if i turn in old cameras is there a discount for new cameras\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have any recycle plan or discount for that so you would not be able tos end us your old Zmodo products."]
["Customer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: I paid for 1 month subscription to the cloud. It expired the same day, what can I do?\nHuman Agent: Hi my name is Wendy.  One moment I will check your account.\nHuman Agent: I don't see any active cloud plans connected to email \tmarkarchtct@yahoo.com.  Could you please provide a screenshot of the cloud plan subscription you purchased?"]
["Customer: Adding new cameras to replace not working cameras to my account under jaysif@yahoo.com.   Numbers:\nZMD19H3I8D08045 and ZMD19H3I8D08042\nCustomer: What is the number for customer care?\nCustomer: Agent\nCustomer: Ok\nCustomer: Are you still there\nCustomer: Agent\nCustomer: Can you help\nHuman Agent: Hello, you've reached customer care, my name is Kylie. What occures when you try to add the cameras to the account?\n\nHuman Agent: Those two cameras are currently on the account and show they should be online, are you having trouble adding other cameras that are not those?"]
["Customer: I can't connect my camera because I'm on 5G I used to be able to call you directly and you guys would connect me, please do this again \nCustomer: Please call Charles at (614)622-6837\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. I cannot call you right now, but you can schedule a call back by tapping the schedule callback option."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: WiFi help\nCustomer: Connect camera to WiFi \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What are the camera IDs and what is the current indicator light status (color and whether they are blinking or solid)? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Set up\nCustomer: Can you call me \nCustomer: My monitor is blank\nCustomer: Do you have a phone number? I can call\nCustomer: Ok\nCustomer: D/static_file/699e2bf27a_1_20250311135746.jpg\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: Also it’s in my phone stop working \nCustomer: Yes let me know when I can talk to samone \nHuman Agent: I sent the call scheduler into the chat for you to fill out and submit for the call, all the times listed are for Central time zone and when submitting the call scheduler be sure there are no spaces or dashes in the phone number or else it will not let you submit it. Let me know once your done.\nCustomer: 9203656015\nHuman Agent: You would have to fill out the call scheduler for us to call you for support."]
["Customer: Set up\nCustomer: Set up\nCustomer: Zmodo\nCustomer: So download smarts\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, you may still use the Zmodo app, how can I help you?"]
["Customer: I am having trouble connecting cameras to my network so I can see on phone\nCustomer: I am still having trouble \nCustomer: I see cameras on app but for some reason they have lost connection \nCustomer: Still having trouble \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: Customer care\nCustomer: 1\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please let me know what questions you have."]
["Customer: Troubleshooting\nCustomer: Our cameras have not worked I over 4 months\nCustomer: -1\nHuman Agent: HI my name is Wendy\nHuman Agent: The 4 cameras connected to this account show offline.  What color are the indicator lights on the cameras? and are the lights blinking or solid?"]
["Customer: We can’t connect any cameras \nCustomer: This is so frustrating \nCustomer: Yes it’s fine \nCustomer: This is garbage\nCustomer: How to have a better qr\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. \n\nHuman Agent: What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Set up\nHuman Agent: Hi my name is Wendy.  Are you setting up camera named mcamet?"]
["Customer: How do I watch live camera \nCustomer: Doesn’t have the live camera option\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could you please specify whether you're using an Android or iOS device?"]
["Customer: Troubleshooting\nCustomer: how to unbind my account\nHuman Agent: Hi my name is Wendy.  Are you wanting to delete a camera from your account?\nHuman Agent: There are no cameras connected to email doralambrose@yahoo.com."]
["Customer: Customer service \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How can I assist you today\nCustomer: Hello .. I just recently purchased 2 cameras from someone I went to set my account up but it’s saying that they are bound to another account \nCustomer: I have both id #s\nHuman Agent: Okay, can you send me the cameras ID numbers and Model I will check to see what account they are bound to\nCustomer: ZMD15JTDA018416\nCustomer: ZMD15JDA018582\nCustomer: Sorry the second one there’s a t after the j\nCustomer: ZMD15JTDA018582\nHuman Agent: Okay, both of those devices show they are not bound to any account. Perhaps the previous owner deleted them from the account? can you try to add the devices to the account again for me and let me know if it still gives you that error or not.\nCustomer: Ok \nHuman Agent: Okay"]
["Customer: Troubleshooting\nCustomer: Change router and lost the cameras in the phone\n\nCustomer: I no longer have instructions \nCustomer: Given instruction how to install cameras \nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: What are the device Ids on the cameras you are needing help with?\nHuman Agent: the device ID will be listed on a sticker on each camera and start with ZMD or GSG"]
["Customer: How can I switch the networks on my cameras? \n\nCustomer: What is your customer service number\nCustomer: Ok\nHuman Agent: Hi my name is Wendy.  What is the device ID on the cameras you are needing help with?\nHuman Agent: the device ID will be listed on a sticker on each camera and will start with ZMD or GSG"]
["Customer: This text talk stuff is not working I need some physical person to talk to me and help me through this please\nCustomer: -1\nCustomer: You can't help me unless you can call me this chat support does not work it is not helpful at all\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: I did that already and it brought me back to this chat support that does nothing to help me\nHuman Agent: What do you see when you tap on Schedule Call?\nHuman Agent: It looks like you already scheduled a callback for 4-5PM CST.\nCustomer: Yes sir\nHuman Agent: Then you will receive a callback during the scheduled appointment time."]
["Customer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Won’t connect to my wifi\nCustomer: Cameras won’t commect\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Store\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: I have a billing question \nHuman Agent: Hi my name is Wendy.\nHuman Agent: What questions do you have about billing?"]
["Customer: Set up\nCustomer: I moved to new WiFi need to hook them to it now\nCustomer: That’s my problem I don’t have paper work now and can’t remember what steps I did \nHuman Agent: Hi my name is Wendy.  Both cameras can use either Zink or QR code setup.  Are the indicator lights blinking green?"]
["Customer: Can I have a contact phone number for your support\n\nHuman Agent: You can tap on Schedule Call if you would like to make a callback appointment."]
["Customer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you send me the cameras Model and ID number, the ID will start with ZMD, with that I can check what setup the cameras uses."]
["Customer: Hi Mira\nCustomer: I have a ZP-NL14 unit, with 4 wifi cameras, that I had purchased a number of years ago.\nCustomer: Set up\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s/NVR you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: Cameras aren't working \nHuman Agent: Hi my name is Wendy.  Any change to your router? or update your wifi name/password?"]
["Customer: Hi, I'm trying to connect to 3 legacy cameras in my house.  The app says they are connected to another account.\nHuman Agent: Hi my name is Wendy.  What are the device IDs on the cameras you are needing help with? The device ID will be listed on a sticker on each camera and will start with ZMD or GSG\n\nCustomer: Hi\nHuman Agent: Hi what are the device IDs on the cameras you are needing help with?\nCustomer: I'm trying to use my wife's account\nHuman Agent: ok\nHuman Agent: are you having trouble using your wife's account? or what questions do you have?"]
["Customer: Trouble with microphones \nCustomer: -1\nCustomer: Microphone not working \nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Can I speak with a live person \nCustomer: Agent\nCustomer: Hello\nCustomer: I need help with the microphone on the camera \nCustomer: Does not work\nCustomer: Uuu\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're having trouble with? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD."]
["Customer: I noticed my renewal is coming up on September 22, 2024 and my payment is increasing, I would like to discuss that issue \nCustomer: Need to talk to a representative \nCustomer: Thank you\nCustomer: Customer Service Agent\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: What is the default password for the system \nCustomer: Need the password to get into the system \nCustomer: I never set one up \nCustomer: What’s the factory settings \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the model or SKU from the unit?"]
["Customer: Set up\nCustomer: Trying hook up camera \nCustomer: Tricep cameras to my phone\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Hin\nHuman Agent: 322222222222222"]
["Customer: Set up\nCustomer: Smd_sap\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are wanting to setup? The device ID will be listed on a sticker on the camera and will start with ZMD or GSG"]
["Customer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Buenas por qué me sale El dispositivo ha sido registrado. Elimina el dispositivo en la aplicación e inténtalo de nuevo.\nCustomer: Troubleshooting\nCustomer: Elimine el dispositivo y aún me sales Please follow the steps to remove the device from your account in the app: \n- Go to the camera's Live View. \n- Tap the gear icon (Top right). \n- Tap the three dots icon (Top Right). \n- Press \"Delete Device\" at the bottom of the page.\nCustomer: El dispositivo ha sido registrado. Elimina el dispositivo en la aplicación e inténtalo de nuevo. \n\nYa lo elimine y sigue igual\nHuman Agent: Hola, te has comunicado con atención al cliente. Te habla Marcela. ¿Podrías darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras."]
["Customer: Agent \nCustomer: My camera microphone and sound does not work \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You do not have any cameras on your account with audio capabilities. If you would like to use audio functions, you would need to purchase one of our devices that has 2-way audio such as the mini pro. \nCustomer: Okay, thank you \nHuman Agent: No problem. Anything else I can help you with for now?"]
["Customer: I purchased a 3rd camera and I'm unable to connect \nHuman Agent: Hi my name is Wendy.  \n\nPlease provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nAlso please let me know the model of cameras."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Cam won't read \n\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: No puedo agregar \nCustomer: No puedo agregar en model \nHuman Agent: Hi my name is Wendy.\n\nPlease provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nHuman Agent: Proporcione el ID del dispositivo de las cámaras con las que necesita ayuda. Verifique la etiqueta en el dispositivo, que podría comenzar con ZMD o GSG."]
["Customer: What is the on button on the app for that looks like a bell\nCustomer: I can’t get it to scan QR code \nCustomer: Yes\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: The camera you are wanting to setup, is it new? or has it been setup before?"]
["Customer: Troubleshooting\nCustomer: I can not scan the QR code because I am on my phone with the camera excess\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: I was to talk to someone \nCustomer: Send me a schedule \nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: I want to talk live\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Troubleshooting\nCustomer: Agent \nCustomer: Changed wifi router\nHuman Agent: Hello, you've reached customer care. Could I have the device ID of the easiest to reach camera you are trying to set up? The ID starts with ZMD and it can usually be found on a sticker the bracket or camera under a barcode."]
["Customer: Troubleshooting\nCustomer: I can’t connect \nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: It’s not working\nCustomer:  Anything\nCustomer: Customer rep\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device, can you send me all the cameras ID number and model that you are trying to setup. The ID will start with ZMD or GSG, not the fccid."]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: My battery camera is showing red\nCustomer: Where is the on and off button \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you trying to set up the battery camera? What is the ID on the device?The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Hi….is Dillon available\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you?"]
["Customer: I schedule a call with a live agent please?\nCustomer: Agent\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: Hi\nHuman Agent: How can I assist you?"]
["Customer: Español\nCustomer: Customer care agent\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?"]
["Customer: Customer service numbers \nHuman Agent: You can tap on Schedule Call for a callback appointment.\nCustomer: I won’t let me schedule a call \nCustomer: I need someone to fix the bug and make my subscription work to record \nHuman Agent: If you have any dashes or spaces in your phone number, then you will want to remove them. It will not allow you to submit the form with anything other than numbers in the phone number.\nHuman Agent: It looks like you subscribed a device that you removed from your account. You can edit the subscription in you app to enable it on the camera on your account. Tap on Cloud and scroll down to the subscription. Tap on View Details and then tap on Edit."]
["Customer: Troubleshooting\nCustomer: How can I know if someone is logged in my cámara system if imán not sharing with no one\nCustomer: I need to logged anyone not aloud on my cámara system off\nCustomer: Troubleshooting\nCustomer: Agent \nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: Troubleshooting\nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?"]
["Customer: Set up\nCustomer: We changed Wi-Fi and we need to reconnect our cameras. I am able to change it to 2.4 GHz but it’s still not working. We originally signed up through zinc.\nCustomer: We no longer have the set up instructions. Where can I access them?\nCustomer: Instructions are not in the mobile app\nCustomer: The cameras are showing no lights at all\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device, can you send me all the cameras ID numbers. They will start with ZMD"]
["Customer: Troubleshooting\nCustomer: Hello. I have a : zm-ss800d8-1tb for 8 cameras, model: ZP-NM28. I want to get a new receiver from zmodo. What model can be used to replace my old box?\nCustomer: 1\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: For receiver are you meaning the NVR? that is what you are needing to replace?\nHuman Agent: or are you needing a replacement repeater?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: I want to add a subscription for a 2nd camera \nCustomer: It won't let me add a subscription to my 2nd camera \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Do you get an error when you try to subscribe?"]
["Customer: I update my account but the camera don’t recording \nHuman Agent: Hi my name is Wendy.  Camera named Cuarto de Alexandra shows online. Is this the camera you are needing help with?"]
["Customer: my zmodo system has a blank screen\nHuman Agent: Hi my name is Wendy.  Cameras named plants & kitchen show offline.  Are these the 2 cameras you are needing help with?"]
["Customer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Set up\nCustomer: I can't figure out how to setup my cameras in my new house the Wi-Fi is different \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're currently working on? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: Qr code not supported \nCustomer: Qr code no longer supported\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The QR code setup is our latest setup option, if your camera previously used the QR code setup it will still use that setup, if youa re unsure if you used that before I can look up the camera info to confirm that, For me to look that up I will need to look up the device, can you send me all the cameras ID numbers. They will start with ZMD\nCustomer: Goaofoeoi \nHuman Agent: OKay, If this is a Goaofoeoi camera them directly for setup support, though they are a partner for us we do not handle setup support forfor them reguarding setup, we only assist with billing support."]
["Customer: Trying to delete camera from an old email address so I can set it up in a new email address account\nCustomer: I can't remember I can't find the account that the camera is up to hook up to\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Contact support \nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are needing help with?\nHuman Agent: The device ID will be listed on a sticker on the camera.  It will start with ZMD or GSG."]
["Customer: Need helping turning Wi-Fi on\nHuman Agent: Hi my name is Wendy.  Are you needing help setup cameras named living room & outside?"]
["Customer: Call \nHuman Agent: Here is the call scheduler so you can submit a callback, let me know if you have any trouble submitting the callback. \nCustomer: My ex is logged into my account and I need all users logged out"]
["Customer: Green lights are flashing ...still not connecting \nCustomer: Which phone are you referring to...cell or home?\nHuman Agent: Hi my name is Wendy.  You are trying to setup the 3 mini cameras on your account?"]
["Customer: Cancel subscription on card\nCustomer: Cancel subscription\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.\n\nAre you wanting all of your camera's cloud plans cancelled?"]
["Customer: Agent\nHuman Agent: How can I assist you?"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you trying to setup a new device or one that was previously setup?"]
["Customer: I am a detective in Tyler Texas with the Tyler police department. I am working a capital murder and a customer of yours has valuable footage of the incident on their cameras. How and what do I do to ensure that footage is persevered so I can send you a search warrant???\nCustomer: I can’t find a phone number to contact your company that works\nCustomer: What’s the number?\nCustomer: I don’t have an account\nCustomer: I just need a customer service phone number\nCustomer: Agent\nCustomer: Hello?\nHuman Agent: You will want to contact our legal department at legal@zmodo.com\nCustomer: Ok. Thank you\nHuman Agent: You're welcome."]
["Customer: I can’t get my on my phone \nHuman Agent: Hi my name is Wendy.  Are you having trouble logging in to the app? or what questions do you have?"]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: I have 2 zmodo indoor camera's I got a new router couldn't hook up to wifi so deleted camera's from app but connection for zmod is there under available wifi connections how do I reconnect have tried multiple times but can not connect\nCustomer: Have done that several times but can't get connected \nCustomer: Need phone number to talk with live person \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to connect? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD."]
["Customer: Troubleshooting\nCustomer: I am unable to connect my camera. The QR code isn’t working and neither is connecting to zap \nHuman Agent: Hi my name is Wendy.  The camera you are wanting to setup, is it new? or has it been setup before?"]
["Customer: Troubleshooting\nCustomer: I'm having some issues with 5 of my cameras\nHuman Agent: Hi my name is Wendy.  4 of the sPoE cameras connected to this email show offline.  Do these cameras connect to a repeater? or do they connect directly to a NVR?"]
["Customer: I have been charged 4999 but my system isn’t working. I really need help.\nCustomer: I have been charged 4999 but my system isn’t working. I really need help.\nCustomer: Can I have a phone call at 4 o’clock today 951-377-4077 please\nHuman Agent: Hello, you've reached customer care, my name is Kylie. if you would like a phone call you will need to fill out the scheduler to schedule a call.  I will send it into the chat for you to fill out. \nHuman Agent: when you fill out the forum, make sure not to put spacing or dashes in the phone number, and to include the area code."]
["Customer: I have 2 cameras from my deceased father. How do I get them deleted from his account\nCustomer: Indo not have access to his account\nCustomer: I do not have access to his account\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Hello\nCustomer: Hi Mira\nCustomer: I bought some cameras but they were activated with another account\nCustomer: That was 2 years ago, now that I want to use them I can't add them to my application\nCustomer: what information \nCustomer: You may require\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: agent\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device IDs of the cameras you are trying to set up? The ID starts with ZMD and it can usually be found on a sticker the bracket or camera under a barcode.\n\nHuman Agent: Okay just reach out to our support team when you can."]
["Customer: Set up\nCustomer: Hi! I want to change my password, but I don’t remember the saved password\nCustomer: 1\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. To reset your Zmodo account password, please visit https://user.zmodo.com/changepwd\n\nYou'll be prompted to enter your registered email or phone number to receive a verification code, confirming your access to the account. Once verified, you can then proceed to set a new password."]
["Customer: I'm trying to put in new credit card info and it won't let me. Claims my email is incorrect. \nCustomer: -1\nCustomer: Can I talk to a human on the phone?\nCustomer: Agent\nCustomer: This is taking too long.\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Can you send me a picture of where it shows the email is incorrect? \n\nHuman Agent: if you prefer a phone call, please tap  on the schedule call option. \nHuman Agent: if you prefer a phone call, please tap  on the schedule call option."]
["Customer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Hola\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Why is my camera showing a black screen \nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you meaning when you hit live on a camera in the app?"]
["Customer: Says my camera isn’t supported by app now\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you scanning the QR code on the camera itself when your getting that message or where does that message pop up for you?"]
["Customer: I keep getting a notification that I have a poor connection and to please try again later.  What do I do?  This has been going on for days.  \nHuman Agent: Hi my name is Wendy.   Are you getting the poor connection message when trying to view bedroom camera?"]
["Customer: hello ! my wife the cellphone cannot see the camera, how can we do ?\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: please see attached ,  I log in my account  by Gmail.I  set forgot password but not work\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is it only your wife trying to view the cameras from her phone from a different account the cameras? or is she logged in with the same email that your contacting with the doris1207h@gmail.com email?\nCustomer: yes ! I am Doris ,  it's my Gmail correct.  but now in my phone .I can not log ,only my husband can see camera\nCustomer: could you please tell me the service customer in Houston ? \nHuman Agent:  We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: can I make schedule tomorrow at 12:30pm. please call my cellphone 346 240 0684.\nHuman Agent: I sent you the call scheduler now, you can see if that time slot is available for you, we do all out calling via central timezone, For that time we do take a lunch hour from 12-1PM so if you are on central time that time wont be available as all the calls are done in hourly blocks"]
["Customer: Customer service \nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you?"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Cannot get doorbell to connect to wifi\nCustomer: \n\nDoorbell doesn’t work. No lights blinking\nCustomer: We did\nCustomer: Can I speak to someone \nHuman Agent: Hi my name is Wendy\nHuman Agent: Your doorbell shows no indicator light?  You have tried taking the doorbell of the bracket and placing it back on the bracket? in case it isn't seated properly?\nHuman Agent: Also check power going to the camera to make sure it is being powered."]
["Customer: Hello my name is daniel. i work for roechling machined plastics out of somerset pa. we have zmodo cameras for our warehouse. one of our previous employees changed the password for our moble app and now we cannot use them can you help.\nCustomer: i do not know the password for my zmodo account\nCustomer: no it says my cameras are offline how do i reconnect them\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: How upgrade subscription to continuous \nHuman Agent: Hi my name is Wendy.  You can cancel your clip plans then after they have expired sign up for continuous plans.\nHuman Agent: I am unable to cancel the subscription on my end, as you are subscribed via Apple but you can follow this guide on how to cancel your subscription via Apple. https://support.apple.com/en-us/HT202039"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Troubleshooting\nCustomer: I bought a 4 pack of zmodo 1080 p trough Amazon  and having trouble conecting the cameras I had one working yey if i try to conect the others it keeps tming out \nCustomer: where is the reaset button on the camera can not find it \nHuman Agent: Hello my name is Wendy.  Zmodo 1080p bullet cameras do not have a reset button.  Are the indicator lights blinking green?"]
["Customer: Delete account\n\nCustomer: I would like to delete account\nCustomer: Agent\nCustomer: Agent\nCustomer: Ok\nCustomer: I would like to delete my account please\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could you please specify whether you're using an Android or iOS device?\nCustomer: Android\nCustomer: Android \nHuman Agent: Is this the email account you are trying to delete alwyzlive@gmail.com\nCustomer: Yes\nHuman Agent: Okay, I need to email you a form for you to fill in for us to be able to delete the account and any data associated with it. \nCustomer: Ok\nHuman Agent: That email was sent"]
["Customer: I'm paying for the subscription and it is not working \n\nHuman Agent: Hi my name is Wendy.  ZMD24ICH9230350 Gary Bray shows offline.  Is this the camera you are needing help with?"]
["Customer: Troubleshooting\nCustomer: I can't see my camera \nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are not seeing?\nHuman Agent: The ID will be on a sticker on the camera, it will start with ZMD or GSG"]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: I am not able to reconnect my camera\nCustomer: 1\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.  Are you needing help setup cameras named bedroom & livingroom?\nHuman Agent: Hello, you've reached customer care. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: What do they tell me? \nCustomer: I want customer service number. \nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?"]
["Customer: looking for cameras that would be compatible with old base station\nHuman Agent: Hi my name is Wendy.  What type of base station do you have?"]
["Customer: Need to set up a call with someone by phone\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Troubleshooting\nCustomer: Hi I am trying to charge a camera and its lit up red, is that correct??\nCustomer: How do I reset a camera\nCustomer: What do the 2 buttons on the bottom of the camera do?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device to answer your questions properly, can you send me all the cameras ID number and Model. The ID number will start with ZMD"]
["Customer: Why can’t I view my zmodo mini pro on my nvp drive?\nCustomer: Why is my zmodo mini pro not recording on my nvp drive?\nHuman Agent: Hi my name is Wendy. \nHuman Agent: Cameras named Foyer & familyroom are not compatible with NVRs, they work with just the app"]
["Customer: How to change WiFi \nCustomer: How to change WiFi on camera \nCustomer: I’m looking to reconnect to a new network\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: I only want to change the network\nHuman Agent: Yes, that would be done via the instructions I sent. \nCustomer: Ok\nHuman Agent: Please let me know if you have any trouble during the setup. \nCustomer: Is this the only way\nCustomer: We have cameras in very difficult spots can we do it any other way\nHuman Agent: You may also use the Zink setup, but still must get within 10 feet of the cameras for this setup. \n\nIn order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\n\n\nCustomer: Yes\nHuman Agent: Okay, were you having trouble with the setup?"]
["Customer: Troubleshooting\nCustomer: Ayuda\nCustomer: Como puedo conectar la cámara con el wifi \nCustomer: Sigo teniendo problemas \nCustomer: No se quiere conectar al Inter \nHuman Agent: Hola, te has comunicado con atención al cliente. Te habla Marcela. ¿Podrías darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras."]
["Customer: Troubleshooting\nCustomer: My camera is in and solid blue and connected \nCustomer: Ok\nHuman Agent: Hi my name is Wendy.  Camera ZMD16LRI7206771 named security shows a solid blue light for you?"]
["Customer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Troubleshooting\nCustomer: I need to know how to change my user name\nCustomer: Then I can't use it...\nCustomer: -1\nCustomer: My user name got changed on my internet. Now my cameras won't work\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID of the camera/s  you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Camera is blue\nHuman Agent: Hi my name is Wendy\nHuman Agent: I don't see any cameras connected to this email.  What is the device ID on the camera that shows a blue indicator light?\nHuman Agent: The ID will be listed on a sticker on the camera, it will start with ZMD or GSG"]
["Customer: All 3 offy ceramic won't go to cloud i pay for\nCustomer: All 3 of my cameras won't connect to cloud\nCustomer: How do I reboot them?\nHuman Agent: Hi my name is Wendy.  All 3 cameras seem to be recording properly.  Cameras will only record footage when they are online.   Goat camera looks like it was turned on today so you shoudl be able to playback just maybe an hour or so from today.\nHuman Agent: Which camera are you having trouble playing back? What is the name or ID on the camra?"]
["Customer: How can I connect my camera to a new network \nHuman Agent: Hello, you've reached customer care. Could I have the device ID of the easiest to reach camera you are trying to set up? The ID starts with ZMD and it can usually be found on a sticker the bracket or camera under a barcode.\nHuman Agent: Hello, you've reached customer care. Could I have the device ID of the easiest to reach camera you are trying to set up? The ID starts with ZMD and it can usually be found on a sticker the bracket or camera under a barcode."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Phone number to talk with a real person\n\nCustomer: I have a camera that will not connect \nI have done all the trouble shooting and it will not connect \nHuman Agent: We will be closing at 6PM central time which is in 10 minutes.  I can send you the call scheduler or I can also follow up via email if you prefer, what would you like to do? I can continue to assist you until 6 PM CT Via chat,\n\nCustomer: Now is good\nHuman Agent: I sent you the call scheduler since I see above you are wanting to talk over the phone, let me know if you have any trouble with submitting it at all. \nHuman Agent: I can assist you until 6PM then I will have to end the chat. What is the Model and ID number of this camera you are having trouble with, this will be on the cameras sticker and the ID will start with ZMD."]
["Customer: Troubleshooting\nCustomer: Connect to wifi \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: My camera want get a video feed \nCustomer: Doesn't work \nCustomer: 1\nHuman Agent: Hi my name is Wendy\nHuman Agent: Cameras named driveway & front yard show offline.  Are these the 2 cameras you are needing help with?"]
["Customer: Set up\nCustomer: I need to update the WiFi on my cameras I got a new WiFi carrier\nCustomer: I can’t remember how I set them up\nCustomer: I need the instructions on how to do this \nHuman Agent: Hi my name is Wendy.  garage 1, garage 2, back porch, front porch all use qr code setup\nHuman Agent: are the indicator lights on the cameras blinking green right now?"]
["Customer: How cant i sat up camar\nCustomer: Zmodo\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: The camera you are wanting to setup is new? or has it been setup before?"]
["Customer: Why did I get billed when I no longer have active cameras \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account. Its auto renewal for the susbcription If you did not cancel the subscription it does renew,  \nHuman Agent: It looks like you still have a subscription going through google for the processor, I am unable to cancel it for you due to this, to cancel you would open the play store, click your profile in the top right, click subscriptions then tap on the sub and click cancel, once it is canceled successfully it will show an expiring date."]
["Customer: Troubleshooting\nCustomer: i can’t add the camera \nCustomer: I can’t add the cameras to the app\nCustomer: -1\nCustomer: -1\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: Espanilish plis\nCustomer: Español porfavor\nCustomer: -1\nCustomer: Ablas español por favor\nCustomer: Agente customer care agent\nCustomer: D/static_file/00bdb2f545_1_20240924131504.jpg\nCustomer: Que es esto\nCustomer: Hola\nHuman Agent: ¿Cómo puedo ayudarte?"]
["Customer: dvr h9108v\nCustomer: how to play .264 back up file on pc\nCustomer: i need the software for dvr h9108v\nHuman Agent: Hello, you've reached customer care, my name is Kylie. You have a Legacy DVR, Legacy devices are no longer supported within the app and can only be used locally, we are unable to provide customer support in regard to legacy devices so you will have to troubleshoot the device on your own unfortunately."]
["Customer: I need a customer service rep to help my cameras aren't connecting \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Ok\nCustomer: D/static_file/00141b6bdc_1_20241003131124.jpg\nCustomer: D/static_file/bdcd4f3104_1_20241003131237.jpg\nCustomer: D/static_file/bf58a41f01_1_20241003131306.jpg\nHuman Agent: Alright, that is a camera made by our partner company Goaofoeoi. You will want to contact Goaofoeoi support at piggyxlin@163.com for support setting up the camera."]
["Customer: Troubleshooting\nCustomer: Linked to another account \nCustomer: -1\nCustomer: Other account is my mother's. She doesn't remember her account information. She gave me this camera to use with my account because she didn't use it very often \nHuman Agent: Hi my name is Wendy\n\nPlease provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: I have four additional cameras. All are flashing green. I can't connect them. Tried qr code and zink\nCustomer: yes\nCustomer: now what?\nCustomer: flashing green\nCustomer: Camera won't configure\nCustomer: I did. still didn't configure\nHuman Agent: Hi my name is Wendy\nHuman Agent: Are you needing help with ZMD14GIDA224867 Porch camera?"]
["Customer: Troubleshooting\nCustomer: Camera only blinks red \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Speak to agent \nCustomer: I wanted to make sure this camera I have is only connected to my account. ZMD 14G3E2263065\nCustomer: Speak to agent\n\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Cameras can only be tied to one account at a time, it would not be possible to have it tied to multiple accounts."]
["Customer: hello  I cannot connect the following video cameras.  the blue color shines but does not read the qr code.\nCustomer: Set up\nCustomer: Set up\nCustomer: hello  I cannot connect the following video cameras.  the blue color shines but does not read the qr code.\nCustomer: Troubleshooting\nCustomer: Hi\nCustomer: hello  I cannot connect the following video cameras.  the blue color shines but does not read the qr code.\nCustomer: Yes\nCustomer: ?\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Can you please have someone give me a call \nCustomer: Agent\nCustomer: ???\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: Yes please schedule me for a call \nHuman Agent: Okay, I sent the call scheduler for you to fill out and submit a call into the chat, let me know if you have any questions.\nCustomer: I have been sitting around since 4:00 waiting for a call that was scheduled earlier"]
["Customer: Customer service\nCustomer: Customer care agent \nHuman Agent: How can I assist you?\nCustomer: Hi grant I was wondering my camera on my three seasons porch got stolen. Is there anyway for you to look up the last time there was motion on the camera?\nCustomer: Or if someone tried to activate the camera? From the QR code.\nHuman Agent: You would check the app. You can check the Events tab to see if there were any events from the camera.\nCustomer: OK, I just I’m not quite sure when it got stolen and just noticed it 😢\nCustomer: I feel violated because someone would’ve literally had to come on my porch. I just didn’t know if maybe you could look up to see if it was from three days ago four days ago or what\nHuman Agent: I cannot see the video from your camera. You could only see the footage if you have access to your account. There would not be any footage that you do not have access to in your app.\nCustomer: Okay. Is there anyway that you can tell if the QR code has been scanned?\nHuman Agent: The QR Code setup is used to connect the camera to a Wi-Fi network. If the camera is connected to a Wi-Fi network, then it will show online when you try to view it in the app and you would see video from the camera.\nCustomer: OK, so if it’s connected to someone else’s Internet, clearly I wouldn’t be able to see it so I’ll take that as a no\nHuman Agent: If it is connected to someone else's internet, then you would be able to see the video. The camera is offline, so you should not be able to see any video and it is not currently connected to a Wi-Fi network.\nCustomer: Nope, that helps. Thank you.\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Just moved to nrw house and device isn't working \nCustomer: Tried to reboot and won't\nHuman Agent: Hi my name is Wendy.  Are you setting up cameras named cam 1 & cam 2?"]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy\nHuman Agent: Are you needing help with camera ZMD19H2IHA06867 named lvrm?"]
["Customer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Need to talk to customer service\nCustomer: Agent \nHuman Agent: How can I assist you?"]
["Customer: Need help with my cameras\nCustomer: I see a blue light inside the cameras now\nCustomer: Sorry I can’t see them on the TV\nCustomer: -1\nCustomer: I can’t see my cameras on the tv from the NVR\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: How can I see the camera on my TV from the NVR?\nCustomer: -1\nCustomer: And from the NVR?\nCustomer: -1\nCustomer: Set up\nCustomer: NVR \nCustomer: -1\nCustomer: Need help with the NVR\nCustomer: -1\nCustomer: How to connect the NVR?\nCustomer: 1\nCustomer: How to connect the NVR?\nCustomer: -1\nCustomer: Watch the camera from the NVR to the TV\nCustomer: Done that but not seeing the camera I can go into the menus but not seeing the cameras \nCustomer: -1\nCustomer: How can I see the camera on the tv is there something I have to do?\nCustomer: -1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is your account number? It can be found by going to the Me section of the app, tapping your profile icon in the top middle, then checking the account number there."]
["Customer: talk with an agent\nHuman Agent: How can I assist you?\nCustomer: hello\nCustomer: I would like speak with the supervisor\nHuman Agent: Okay, I can see if a supervisor is available. Please let me check.\nCustomer: ok\nHuman Agent: Alright, my supervisor is available. I will transfer you to him now.\nHuman Agent: Hi, my name is Dillon and I am Grant's supervisor. How may I help you?\nCustomer: I would like to speak with Grant please\nHuman Agent: You had requested a supervisor when speaking with Grant so Grant has passed the chat on to me. I would not be able to pass it back at this point. What was it that you wished to speak with a supervisor about? \nCustomer: or general manager please\nCustomer: who is the general manager ?\nHuman Agent: Could I please get some information on what you'd like assistance with? Once we have that information we can see what options are available. \nHuman Agent: Hello, are you still there? Did you see my last reply regarding further information on what you'd like assistance with?\nCustomer: I need to talk with the general manager North America\nHuman Agent: What is it that you're needing assistance with or wanting to talk about? \nHuman Agent: Hello, are you still there? Did you see my last reply regarding further information on what you'd like assistance with?"]
["Customer: Troubleshooting\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with."]
["Customer: I would like the number to speak with a representative over the phone my cameras are not operating properly?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can schedule you so you can speak with a rep over the phone if you prefer, what would you like?"]
["Customer: Troubleshooting\nCustomer: Live agent \nCustomer: I notice there are some days where there is no recording on the HD, inspite it is set up to record all the time.\nCustomer: All setting was checked. I need live agent support. \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account. \nHuman Agent: What is the name of the device are you trying to view the playback on? I can see the names of all your cameras and NVR."]
["Customer: Wifi\n\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Set up\nCustomer: Hello. Agent please\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Doesn't work \nHuman Agent: Hi my name is Wendy.  Camera named clinica shows offline.  Is this the camera you are needing help with?"]
["Customer: I have a new cellphone.  I downloaded the Zmodo app to it. When I go to my account, it does not see my camera, which has a solid blue light.\nCustomer: My camera has a solid blue light. How do I connect to it?\nCustomer: How do I connect to it?\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: I accidentally deleted my device, how do I reconnect?\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nHuman Agent: Also please let me know what color the indicator light is on the camera and is the light blinking or solid"]
["Customer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?"]
["Customer: Can someone give me a call I need some assistance 870.278.9986\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Are the mounting adjustments on the new cameras supposed to be as adjustable as the old ones?\nCustomer: We’re can I find the user manual for the outdoor security camera?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. The mounting bracket can still be adjusted a large amount, though there is a secondary screw that would need loosened to allow for more specific rotation."]
["Customer: Hi Mira \nCustomer: I need someone give a call about my subscription\nCustomer: I like with phone call\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: Please give a call here is my phone (904) 534-5526 \nCustomer: I was here \nHuman Agent: If you would like a callback, then tap on Schedule Call to make a callback appointment.\nHuman Agent: If you would like a callback, then tap on Schedule Call to make a callback appointment.\nCustomer: They don’t answer \nHuman Agent: Are you receiving my messages?\nCustomer: I tried to put my information but that don’t work \nCustomer: I need to speak with customer service \nHuman Agent: When you are putting in the phone number, make sure you do not have any dashes, spaces, or parenthesis. The form will only accept it if it is just the numbers.\nCustomer: 9045345526\nHuman Agent: Yes, but you need to put that in the callback form, not the Live Chat support.\nCustomer: I can’t do it don’t let me \nHuman Agent: Can you tap on Schedule Call in the chat?\nCustomer: Ok let me try again \nCustomer: Send me the link \nCustomer: Please I need to speak with someone \nHuman Agent: I sent it again in the chat.\nCustomer: I submit I hope they call me thank you \nHuman Agent: You're welcome.\nCustomer: Can you check if they have the information \nHuman Agent: Yes, you scheduled a callback appointment for 4-5 PM CST.\nCustomer: Thank you Mira \nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Looking for a call back because my cameras aren’t working \nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Asking if you can send me a copy of my previous camera order that I lost\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I am not able to send you another receipt form the previous order, you can try checking your email to see if you still have the email from the original order but I cant get obtain a copy of that to resend you sadly."]
["Customer: My Zmodo Camera have have not work in 5 months they are  not hooked up.\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. \n\nHuman Agent: Are you needing assistance in setting them back up?"]
["Customer: Hola\nCustomer: Set up\nCustomer: Agente \nCustomer: Saludos \nCustomer: Agente \nCustomer: Saludo quiero desvincular una cámara \nCustomer: D/static_file/e50badf7c4_1_20250110090137.png\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. para eliminar los dispositivos de esta cuenta tendríamos que pasar por el proceso de desvinculación ya que no tienes acceso a esa cuenta o correo electrónico. Esto se puede hacer de dos maneras, 1 es con la factura de la compra de las cámaras o con una solicitud de desvinculación que enviaría al correo electrónico conectado a la cuenta a la que están vinculadas las cámaras.  ¿Tiene las facturas?\nCustomer: Tengo el correo \nCustomer: Mándame el correos \nHuman Agent: Ok, One moment while I send that for the camera, just respond giving permission to the email then I can remove the device.\nCustomer: Español\nHuman Agent: K\nHuman Agent: Acabo de enviar la solicitud no solicitada, verifique su correo electrónico y responda dando permiso, avíseme una vez que envíe el correo electrónico."]
["Customer: What’s a good email for Zmodo?\nHuman Agent: Hi my name is Wendy.  Are you wanting to email our support team?  support@zmodo.com"]
["Customer: The camera is set up but says it is on a different account\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  Can you send me the cameras Model and ID number?"]
["Customer: Troubleshooting\nCustomer: I listo connectivity no when I try to reinstalling said it’s associated with other accoun\nHuman Agent: HI my name is Wendy.  What is the device ID on the camera? the ID will be on a sticker on the camera it will start with ZMD or GSG"]
["Customer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  upstairs and basement cameras show offline.  Are these the 2 cameras you are needing help with?"]
["Customer: Set up\nCustomer: Using existing zmodo/meshare apps won't scan code on phone to camera and neither camera will connect, currently have 24 cameras on my wifi network, this is very frustrating.\nCustomer: Can't set them up at all\nCustomer: Representative please as you are useless\nCustomer: More frustration thank you\nCustomer: -1\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: My camera went offline Monday how do I check the Wi-Fi is reconnecting \nCustomer: Maybe the power supply got to hot\nCustomer: What voltage is the power supply \nHuman Agent: Hi my name is Wendy.  Camera named carport takes a 5v 1a micro usb power adapter.\nHuman Agent: https://www.zmodo.com/5v-1a.html"]
["Customer: Hi Mira, is it possible for me to get a video from September 10?\nCustomer: I need a video from a couple of weeks ago\nCustomer: I don't have a subscription but would it be possible to pay to get the video?\nCustomer: Even though the footage is from a couple of weeks ago?\nCustomer: -1\nCustomer: Can I speak to a person?\nHuman Agent: Hi my name is Wendy\nHuman Agent: Paid cloud plans start when purchased so even if you subscribed to a cloud plan today, the plan would start when purchased it wouldn't allow you to playback footage from before the plan started."]
["Customer: how do I add product to cart\nHuman Agent: Hi my name is Wendy.  What product are you wanting to purchase?"]
["Customer: Connecting to new wifi\nCustomer: There is no settings option \nHuman Agent: Hi my name is Wendy.  Cameras named kitchen & front porch will need to be setup again to get them back online\nHuman Agent: Are the indicator lights on the cameras blinking green?"]
["Customer: When will my call happen \nCustomer: When will I receive my phone call\nCustomer: Please call me 7273330867\nHuman Agent: It looks like you have a callback appointment scheduled for 2-3 PM CST."]
["Customer: Set up\nCustomer: I have tried to set up my camera and it will not connect. Please help\nCustomer: I tried zlink and qr code\nCustomer: -1\nCustomer: My screen is bright I have moved my screen closer and further from the camera and still will not connect\nCustomer: It is flashing green\nCustomer: Is there away to get support setting it up?\nCustomer: What is that number, please. \nCustomer: What is the phone number for support \nCustomer: Agent\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Not working \nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Customer service representative \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: uid:XHB0215486SZHM\nCustomer: Rraycom 3Pack Security Cameras Outdoor Wireless, Battery Powered Camera for Home Security, Cloud/SD(up to 256G), Home Security Cameras with AI Motion Detection, Color Night Vision,2-Way Audio\nHuman Agent: That is not the Device ID for any of our cameras. Okay, that is a different company. Some Rraycom cameras use out app, but they also make camera that do not use our app."]
["Customer: Troubleshooting\nCustomer: New internet provider\nCustomer: How do I change my internet provider password\nHuman Agent: Hello, my name is Grant. If you need to connect your cameras to a new Wi-Fi network, then you would want to do the initial setup using the new Wi-Fi information."]
["Customer: Battery\nCustomer: How do i know how much battery camera has\nHuman Agent: Hi my name is Wendy\nHuman Agent: The cameras connected to this email are not battery cameras.  They need to be plugged into a wall outlet with the included power adapters at all times to power the cameras."]
["Customer: I’ve been paying for this for over a month and I cannot get my camera to work. It’s been updating with the CMP or whatever it is for the last hour and a half and I’ve got nothing. I really need help or just cancel me and give me my money back.\nCustomer: Green light\nHuman Agent: Hello, my name is Grant. Is the light in the camera solid green or flashing green?\nCustomer: Could you please have somebody call me 951-377-4077\nCustomer: Flashing\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: Where is that? I’m 66 years old. I don’t know how to do all this stuff, but I sure have been trying for the last couple weeks.\nHuman Agent: It should be in the chat. Above my message. I will send it again.\nCustomer: it won’t even let me push the submit button. I need to speak with somebody please as soon as possible.\nHuman Agent: Make sure you do not have any dashes or spaces in your phone number. It will not let you submit with the dashes in the phone number."]
["Customer: I am a licensed electrician so I would rather obtain 4 new power cords for cameras to avoid removing attic wiring \nCustomer: Can I get these from Zmodo?\nHuman Agent: Hi my name is Wendy.  You are wanting to purchase replacement power adapters for your wifi bullet cameras?\nHuman Agent: You can purchase replacement 5v 1a micro usb power adapters on Zmodo.com:  https://www.zmodo.com/5v-1a.html\nHuman Agent: Enter promo code gift50 at checkout to get 50% off your Zmodo.com order.  Code valid until December 1, 2024."]
["Customer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  The camera you are wanting to setup, is it new? or  has it been setup before?"]
["Customer: I need to know how to reset WiFi name and password \nCustomer: I need to know how to reset WiFi name and password on the zmodo cameras\nCustomer: My cameras are not connecting because the name of our WiFi changed and the password also changed \nHuman Agent: Hi my name is Wendy.\n\nYou would need to setup the cameras again to the new wifi info.\nHuman Agent: Are the indicator lights on the cameras blinking green?\nCustomer: Yes they are both green"]
["Customer: Need to speak to a live agent\nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you?"]
["Customer: Just paid for cameras and there not working\nHuman Agent: Hi my name is Wendy.  Side house & front cameras show offline.  Are these the 2 cameras you are needing help with?"]
["Customer: I have a new WiFi name. Only 2 of my 3 zmodo cams are working. \nCustomer: I have a new WiFi name. Only 2 of my 3 zmodo cams are working. \nCustomer: I tried multiple times with the QR method with no luck. \nCustomer: I tried multiple times with the QR method with no luck. \nCustomer: Can someone call ne\nCustomer: Can someone call ne\nHuman Agent: Hi my name is Wendy\nHuman Agent: Hi my name is Wendy\nHuman Agent: Are you trying to setup camera named livingroom?\nHuman Agent: Are you trying to setup camera named livingroom?\nCustomer: Yes I’m still gere\nCustomer: Yes I’m still gere\nCustomer: I have a new WiFi but only 2 of my 3 cameras are working. Tried multiple times using the QR method. The one not working is an older zmodo camera \nCustomer: I have a new WiFi but only 2 of my 3 cameras are working. Tried multiple times using the QR method. The one not working is an older zmodo camera \nHuman Agent: Okay, when you look at the lights on that camera what color are they and are the lights flashing or solid at all?\nHuman Agent: Okay, when you look at the lights on that camera what color are they and are the lights flashing or solid at all?\nCustomer: Flashing green\nCustomer: Flashing green\nCustomer: It’s the camera called Livingroom\nCustomer: It’s the camera called Livingroom\nCustomer: Hi are you still there? \nCustomer: Hi are you still there? \nCustomer: Good bye \nCustomer: Good bye \nHuman Agent: Yes I am here, When you tried to go through the setup with the camera does it only flash green or does it react and try to flash blue at all?\nHuman Agent: Yes I am here, When you tried to go through the setup with the camera does it only flash green or does it react and try to flash blue at all?\nCustomer: Ok great\nCustomer: Ok great\nCustomer: I don’t see blue at all during setup\nCustomer: I don’t see blue at all during setup\nHuman Agent: Okay, it looks liek for that camera its on an older firmware and it only will setup with the Zink setup on this firmware. Once you get it online you will be able to update the camera and on the new updated firmware it would sue QR setup at that time, but right now it is only Zink.\nHuman Agent: Okay, it looks liek for that camera its on an older firmware and it only will setup with the Zink setup on this firmware. Once you get it online you will be able to update the camera and on the new updated firmware it would sue QR setup at that time, but right now it is only Zink.\nHuman Agent: Here are the ZInk setup directions, I would recommend unplugging and plugging int he camera first to refresh the camera to react easier to the setup \n\n\n1.Check Network Compatibility:\n\nEnsure that the W-iFi network you want to connect the camera/s to, is operating on the 2.4GHz frequency.\n\n\n\n2.Access Zink Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the Zink option.\n\n\n\n3.Initiate Installation:\n\nEnter the number of devices you are trying to set up, tap on the check mark or next.\n\n\n\n4.Connecting to the ZMD_SAP\n\nTap on \"Tap Here to begin set up\" follow the onscreen instructions. The phone may warn you this network has no internet.\n\n\n\n5.Wi-Fi Password Entry:\n\nThe app will prompt you to select or enter your Wi-Fi name (SSID) and enter the Wi-Fi password. Remember the Wi-Fi and password are case sensitive.\n\n\n\n6.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nHuman Agent: Here are the ZInk setup directions, I would recommend unplugging and plugging int he camera first to refresh the camera to react easier to the setup \n\n\n1.Check Network Compatibility:\n\nEnsure that the W-iFi network you want to connect the camera/s to, is operating on the 2.4GHz frequency.\n\n\n\n2.Access Zink Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the Zink option.\n\n\n\n3.Initiate Installation:\n\nEnter the number of devices you are trying to set up, tap on the check mark or next.\n\n\n\n4.Connecting to the ZMD_SAP\n\nTap on \"Tap Here to begin set up\" follow the onscreen instructions. The phone may warn you this network has no internet.\n\n\n\n5.Wi-Fi Password Entry:\n\nThe app will prompt you to select or enter your Wi-Fi name (SSID) and enter the Wi-Fi password. Remember the Wi-Fi and password are case sensitive.\n\n\n\n6.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nHuman Agent: Let me know if you have any trouble with the steps at all. \nHuman Agent: Let me know if you have any trouble with the steps at all. \nCustomer: For sink do I say I’m only hooking up 1 camera instead of 3 since 2 are working?\nCustomer: For sink do I say I’m only hooking up 1 camera instead of 3 since 2 are working?\nCustomer: Zink\nCustomer: Zink\nHuman Agent: yes it would only be 1\nHuman Agent: yes it would only be 1\nCustomer: Unfortunately it says to connect to Zap-sap wifi. When I do that it said zmodo is unable to connect to zap sap\nCustomer: Unfortunately it says to connect to Zap-sap wifi. When I do that it said zmodo is unable to connect to zap sap\nHuman Agent: That can sometiems pop up, this wifi network ZMD_SAP coems from the caemra tiself, be sure you are close to the camera and try again, if it still fails try going to your phoens wifi settings and connect to the ZMD_SAP networkf rom there. If you still cant connect at all after that let me know.\nHuman Agent: That can sometiems pop up, this wifi network ZMD_SAP coems from the caemra tiself, be sure you are close to the camera and try again, if it still fails try going to your phoens wifi settings and connect to the ZMD_SAP networkf rom there. If you still cant connect at all after that let me know.\nCustomer: Ok let me they that. The Zink method didn’t work\nCustomer: Ok let me they that. The Zink method didn’t work\nHuman Agent: Okay\nHuman Agent: Okay\nCustomer: Now ZMD_sap is no longer an available network , even when I try to add it. \nCustomer: Now ZMD_sap is no longer an available network , even when I try to add it. \nHuman Agent: When you looka t the cameras lights are they still flashing green?\nHuman Agent: When you looka t the cameras lights are they still flashing green?\nCustomer: Successfully connected!  It only took 2 days. \nCustomer: Successfully connected!  It only took 2 days. \nHuman Agent: Glad to hear you got it connected. Is there anything else I can assist you with for now?\nHuman Agent: Glad to hear you got it connected. Is there anything else I can assist you with for now?"]
["Customer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Enter QR code\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Enable mic \nHuman Agent: Hello, you've reached customer care, my name is Kylie. let me look up your account to see what cameras you have. \nHuman Agent: The cameras on your account are indoor outdoor bullet cameras and those type of cameras do not have a microphone"]
["Customer: How to change my wifi code for my system to work.\nCustomer: I don't remember how Initial setup?\nCustomer: What is the process?\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: mi camara no quiere conectarse por que dise que esta registrada en otra cuenta\nCustomer: pero ya no tengo esa cuanta \nCustomer: \nI no longer have access to that account to be able to delete the camera and be able to enter the camera into my new account \nHuman Agent: Hi my name is Wendy.  ¿Cuál es la identificación de la cámara? La identificación estará en una pegatina en la cámara y comenzará con ZMD o GSG."]
["Customer: Hi I got these cameras from my father in law. Am I able to just delete this account and create my own with these cameras and them work fine? Or do I have to do something to get them to work at my house?\nCustomer: Okay great thank you. \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device IDs of the cameras you are trying to set up? The ID starts with ZMD and it can usually be found on a sticker the bracket or camera under a barcode."]
["Customer: I need to connect my camera to a new wifi \nCustomer: I need to connect my camera to a new wifi \nCustomer: This is the first time I going to change the wifi,I connect the camaras 4 years ago I don't remember how \nCustomer: This is the first time I going to change the wifi,I connect the camaras 4 years ago I don't remember how \nCustomer: I don't have the introduction \nCustomer: I don't have the introduction \nCustomer: I forgot how to connect the camera I never changed the wifi until now I put my cameras for years ago and that was the last time that I connect them to the Wi-Fi\nCustomer: I forgot how to connect the camera I never changed the wifi until now I put my cameras for years ago and that was the last time that I connect them to the Wi-Fi\nCustomer: I don't remember how I did it in the first time and I'm going here to settings and I can found anything that can help me\nCustomer: I don't remember how I did it in the first time and I'm going here to settings and I can found anything that can help me\nHuman Agent: Hi my name is Wendy.\n\nAre the indicator lights on the cameras blinking green?\nHuman Agent: Hi my name is Wendy.\n\nAre the indicator lights on the cameras blinking green?\nHuman Agent: You will want to connect your NVR to your router with a working network cable to get it online.\nHuman Agent: You will want to connect your NVR to your router with a working network cable to get it online."]
["Customer: Set up\nCustomer: My camera has been unplugged. I plugged it in and it says no content.\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. \n\n\nHuman Agent: It sounds like you're checking the camera events. If it was unplugged, it would not have events from when it was unplugged. \nHuman Agent: If you're wanting to view it live, you can instead hit live on it on the home page."]
["Customer: Troubleshooting\nCustomer: I purchased a 1 year subscription bt not getting any invoice after puurchased\nCustomer: Ineed help with billing\nHuman Agent: HI my name is Wendy.  One moment I will check your account.\nHuman Agent: The receipts should have been emailed to you around Oct 19.  Did you check your email inbox, junk, spam folders for the email?"]
["Customer: Troubleshooting\nCustomer: Hi, my name is Sandra.\nI have 2 devices, and I can not see live streams.\nCustomer: My devices are on, when I tried to see live stream I couldn’t see anything only video.\nCustomer: I did.\nCustomer: When I tapped home, I can see only events.\nCustomer: When I tapped home on my mobile home, it is only recorded stuff I can see.\nCustomer: Fine.\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It sounds like you may be tapping on the name of the device rather than live. What happens when you hit live next to the camera on the home page?"]
["Customer: Good morning.  I have a question about my system.\nCustomer: I am not exactly sure the name of my system.  ON the box is shows HP 720P 4-channel sPoE NVR System.  with 4 cameras.  It is an old system\nCustomer: cool, you have my information.  I wasn't sure I had ever created a User account.   I cant find my user manual and I wasn't sure about the 720P indoor/outdoor manual.\nCustomer: i was looking to see if my cameras are capable of night vision.\nCustomer: perfect.  Thank you.  I will give it a try.\nCustomer: We haven't used the camera's in years and we just powered them up yesterday and they came in just fine.  They are hooked up to a sort of a modem.\nCustomer: should I need to upgrade to the 1080\nCustomer: what is the difference between the 720P and the 1080's\nCustomer: ok.  If I am reading the manual correctly...I will need to install a Harddrive in the modem to record.\nCustomer: to catch any video I will need a hard drive installed in my Zmodo unit, it that correct.\nCustomer: how do I record?\nCustomer: I read where I could install a hard drive in the Zmodo unit I received and it could be saved there.  Is that correct?\nCustomer: I have an old Zmodo unit, where the network cables from each camera plug in.  There is also a location where I can install a Hard Drive for recording.\nCustomer: can I chat with a Human?\nCustomer: ok\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?\n\nCustomer: Are you the Customer Care Agent?\nCustomer: ok"]
["Customer: Hi , I need to reset my camera back to manufacture setting \nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are needing help with?\nHuman Agent: The device ID will be listed on a sticker on the camera, it will start with ZMD or GSG"]
["Customer: Set up\nCustomer: Can I speak with a live representative \nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: I would like to SPEAK to a live representative \nHuman Agent: You have been connected with a Customer Care Agent here in the chat. I can work with you here, oy you can tap on Schedule Call if you would like to make a callback appointment.\nHuman Agent: You have been connected with a Customer Care Agent here in the chat. I can work with you here, oy you can tap on Schedule Call if you would like to make a callback appointment."]
["Customer: Troubleshooting\nCustomer: I tryed to change my time setting and now I one camera dose not conect \nCustomer: hoe to i resstrt the camera \nCustomer: can some one pleas call me \nCustomer: all other cameras are working exept this one \nCustomer: i did un p[lug and re plugged \nCustomer: i did all what you sugested \nCustomer: i need to talk to a person \nCustomer: i need to talk to a costomer agent \nCustomer: ok I am waiting my number is 604-929-0424\nHuman Agent: Hello, currently we do not have any calling available for today. Soonest available would be tomorrow that I could schedule you for phone support is that alright or would you prefer to chat for support?\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Im not a chat bot\nHuman Agent: im a live rep currently \nHuman Agent: Did you see my message above?"]
["Customer: Upside down camera\nHuman Agent: After inverting the image, are you still having an issue?"]
["Customer: I want a refund\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What are you requesting a refund for?"]
["Customer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Set up\nCustomer: Yes how does the volume on the camera work \nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You do not have any cameras with audio functionality on your account so volume would not be needed."]
["Customer: Troubleshooting\nCustomer: How to reset zmodo camera\nCustomer: The camera has not any reset button \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is the camera online currently that you are trying to reset?"]
["Customer: Set up\nCustomer: Trying to set up an old ZH-IXY1D\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera? \nHuman Agent: The ID will be on a sticker on the camera and will start with ZMD"]
["Customer: Tried for hours to get into customer surport but it won't let me in\nCustomer: Agent\nCustomer: \"Agent\"\nCustomer: Agent\nCustomer: Is anyone there i have spent hours on this when I use to call it took no time if I can not reset these cameras.Can you send me new ones with a reset button\nCustomer: Hello\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  Mira is an AI if you ever need a live agent you can always say agent to mira and she transfers you to us, just don't add \" as she hasn't been trained on what to do in those cases yet.\nHuman Agent: If you would like to call for troubleshooting we do still have calling, we only have outbound calling now which is done via schedule would you like to troubleshoot with this device with a call?\nCustomer: Yes\nCustomer: 307-389-3115 \nHuman Agent: Okay, I will send you the call scheduler into the chat for you to schedule the callback, all the times listed are set in central time zone as we are in central IL. Also when entering in the phone number don't put any spaces or dashes or it will not allow the callback to be submitted. If you have any trouble scheduling just take a screenshot of the page and let me know.\nCustomer: All I need is a factor you set to 2 cameras"]
["Customer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Hi gm, I'm  having a problem trying to download the smart eaze app on my PC but not able to, I try connecting 2 camera to fungus app and the don't connect so I have to use the smart ease app also but can't install  on pc.\nCustomer: Can I install the smart ease app on my pc?\nCustomer: Isn't  the smart eazt app not affiliated with funlux\nCustomer: Do you know smart ease app\nCustomer: Can I install the smart ease app on my pc?\nHuman Agent: Hi my name is Wendy.  The Smartz app can only be downloaded to a smart phone/tablet.  It cannot be downloaded on a computer.\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: I did not receive my rma yet \nCustomer: I purchased through zmodo\nHuman Agent: Hello, you've reached customer care, my name is Kylie. What is the email you used for the RMA?"]
["Customer: Troubleshooting"]
["Customer: Im having trouble\nReceiving messages from here\nCustomer: Customer service\nHuman Agent: How can I assist you?\nCustomer: Hello\nHuman Agent: How can I assist you?"]
["Customer: Troubleshooting\nCustomer: Like to delete  another account  that I don't  have information \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How can I assist you today?\nCustomer: Is there a direct number  I can call?\nHuman Agent: We do have outbound calling but its by schedule, I can send you the scheduler to fill out if you would prefer to get support over phone rather then Chat, what would you prefer?\nCustomer: Phone \nHuman Agent: Okay I will send you the scheduler into the chat, let me know if you have any trouble filling it out. \nCustomer: Thank you \nHuman Agent: No problem, thank you as well."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Blinking green camera\nCustomer: -1\nCustomer: Agent\nCustomer: Nvr\nCustomer: Can’t turn night vision off certain cameras\nCustomer: Still having problems need assistance\nCustomer: Customer service tech-support\nCustomer: Yes\nCustomer: Camera issue with app\nCustomer: Agent\nCustomer: Here\nHuman Agent: Hi my name is Wendy.  How can I help?\nHuman Agent: What is the device ID on the camera you are needing help with?\nHuman Agent: The device ID will be on a sticker on the camera, it will start with ZMD or GSG"]
["Customer: Set up\nCustomer: My cameras all went out at the same time except for my 2 wireless indoor cameras. Pretty sure it has something to do with the internet but I can’t figure out what happened and none of my outside cameras are working.\nCustomer: Yes I’ve done that already and still not working. They all went out at the same time which indicates it’s something WiFi related, but I can’t even get the app to recognize them anymore.\nCustomer: The fact that they all went out at the same time. That tells me it’s something with the internet but I can’t figure out what happened. I’ve tried everything I can think of. How do i restart from scratch to redo the whole system?\nCustomer: But I can’t even get the app to recognize my outdoor cameras. How do I add them back to the system?\nCustomer: I don’t have the book anymore.\nCustomer: I’ve tried to find the manual online but haven’t found it.\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Agent\nCustomer: Can you help me with indoor outdoor camera system?\nCustomer: Is there a phone number I can call\nCustomer: 1\nHuman Agent: You can tap on Schedule Call if you would like to make a callback appointment.\nHuman Agent: If you want to work with the Live Chat, then could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD\nCustomer: What time are you guys there till today? Because I’m at work now and I don’t have the camera in front of me.\nHuman Agent: The Live Chat support is available Mon-Fri 9AM-12PM and 1-6PM CST.\nCustomer: OK well I tried to set up a live chat and it will not let me submit the form. I filled out all the information.\nHuman Agent: What is the phone number that you have entered?\nCustomer: This is beyond frustrating\nCustomer: 203-668-2473\nCustomer: That is my cell phone\nHuman Agent: You will need to remove the dashes from your phone number. Just enter the numbers.\nCustomer: Ok thank you\n\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: I switched internet providers and I'm trying to comment my cameras to my new modem\nCustomer: The app isn't finding the cameras \nCustomer: My cameras are still connected to my old modem\nCustomer: I deleted them off my account bc they wouldn't connect\nCustomer: My cameras won't find the QR code\nHuman Agent: Hi my name is Wendy\nHuman Agent: What are the device IDs on the cameras you are needing help with? The device ID will be listed on a sticker on each camera and will start with ZMD or GSG"]
["Customer: Need to change wifi\n\nCustomer: -1\nCustomer: I need to change my Wi-Fi connection\nCustomer: I need to set up my Wi-Fi\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: What is the number to call customer support\nHuman Agent: There is not a number, but you can schedule a call if you prefer a phone call."]
["Customer: Set up\nCustomer: I bought four cameras I have installed three of them the fourth one I have tried eight times to install. I need your help with the last one or do I just return it for a new one?\nCustomer: The LED light is green. I have it plugged in.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you able to send me this cameras Model and ID number for me to look up info on it? The model and ID will be on the cameras Sticker and start with ZMD\nCustomer: \nHello, I need help. This is my eighth time trying to do it myself. I got one in this bag. You may turn it back into the company. Are you gonna help me with it? Please give me somebody to talk to. I’ve been doing this for over an hour now I need help.\nCustomer: Please call 408-718-8807\nHuman Agent: Yes I sent a message above, you perhaps are unable to see it I said \"Hello, you've reached customer care, my name is Kylie. Are you able to send me this cameras Model and ID number for me to look up info on it? The model and ID will be on the cameras Sticker and start with ZMD\"\nHuman Agent:  We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\nCustomer: Like to speak to someone\nHuman Agent: Okay, I will send you the call scheduler, let me know if you have any trouble submitting a callback."]
["Customer: Troubleshooting\nCustomer: Talk to agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Hello \nCustomer: M camera doesn’t work"]
["Customer: Troubleshooting\nCustomer: Please have a human call me, 210-392-7576\nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? If you'd like a callback for a future time, you may schedule one with the button below, otherwise I'm happy to help from here now."]
["Customer: Set up\nCustomer: Can i connect an old zmodo camera?\nCustomer: trying to connect an old camera\nHuman Agent: Hi my name is Wendy.  Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: The password I'm using is correct and the camera is not reading the qr code\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: How do I update my date and time ?\nCustomer: It is selected but the date and times are wrong \nHuman Agent: Hi my name is Wendy.  You will want to update the date/time directly from the NVR>\nHuman Agent: Do you have a monitor/mouse connected to the NVR?"]
["Human Agent: Set up\nHuman Agent: Hello \nHuman Agent: How can i help you today"]
["Customer: Want connected \nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Hi\nCustomer: I am having problem with my camera \nCustomer: The microphone or sound does not work"]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Troubleshooting\nCustomer: I have two cameras(patio and main entrance ) that we have tried in every way and they do not want to work!!! Which ones are my warranty options?\nCustomer: 1\nHuman Agent: Hi my name is Wendy.  Patio camera what color is the indicator light on the camera? and is the light blinking or solid?"]
["Customer: Can you please provide your number \nCustomer: Customer service \nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Billing. I thought i paid for a year when i got mailed the camera. Today it looked like i had to subscribe again?\nCustomer: -1\nHuman Agent: Hi my name is Wendy. \nHuman Agent: Which camera are you needing help with? What is the name or ID?"]
["Customer: Speaking Spanish \nCustomer: 1\nCustomer: Please Spanish \nHuman Agent: Hola, te has comunicado con atención al cliente. Mi nombre es Kylie. ¿En qué puedo ayudarte?"]
["Customer: I’m trying to get the cameras at my late fathers house to where I can use them \nCustomer: They have power \nCustomer: They have power \nCustomer: Hello\nCustomer: Is there a real person I can talk to ?\nCustomer: I want to talk not chat \nCustomer: Agent\nCustomer: Agent\nCustomer: Is there a phone number I can call to talk to someone \nCustomer: I’ve done that and keep getting the same unhelpful messages \nCustomer: I’m requesting a phone call \nCustomer: Customer care agent \nCustomer: I’m about frustrated and call Vic or another company and pay them the monthly fee to use their cameras. \nHuman Agent: You can tap on Schedule Call to make a callback appointment if you would like to speak to a representative on the phone."]
["Customer: Troubleshooting\nCustomer: I update camera\n\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. There are no cameras on your account to update currently. Are you wanting help with setup? If so, what is the ID of the camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Mi equipo Zmodo no está funcionando \nCustomer: No está funcionando no tira la imagen en tiemp real \nCustomer: Ya lo ise no funciona desde ase 2 días esta frizada \nCustomer: Aparece fuera de linia \nHuman Agent: Hi my name is Wendy.\n\nZMD17AFI8209111 llamado Zmodo se muestra sin conexión.  ¿Es esta la cámara con la que necesitas ayuda?"]
["Customer: No puedo conectar mi cámara a wifi\nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon. ¿Cuál es el ID de la cámara que estás intentando configurar? La identificación debe estar en una etiqueta en el dispositivo o en su soporte, no tendrá guiones y generalmente comenzará con ZMD o GSG."]
["Customer: The process times out. \nCustomer: -1\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: agent please \nCustomer: hello Kylie\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: can you please let me know how can I know mac ID address of each cameras?\nHuman Agent: That is not information I am able to obtain from my end, that is something you would get from the router after the cameras are connected. Why are you wanting to know what the MAC is for the camera's? \nCustomer: because I want to see which mac id shown on my router is what camera on/offline\nHuman Agent: okay, only way to really tell which MAC is which camera is to unplug all but one, then reboot the router by unplugging and plugging it in then check what devices are connected, then plug them in one by one and look at the router each time to know which is which. \nCustomer: i see, only fingure out this way \nCustomer: thank you very much \nHuman Agent: Thank you as well, have a great day"]
["Customer: The time zone I selected got my cameras is incorrect. I live in central time zone in the US and that’s what I have selected but the time is incorrect \nHuman Agent: Hi my name is Wendy.\n\n hit the settings gear in the top right, then the 3 dots... in the top right, then chose device time zone. If it is already correct, move it to a random other time zone, then back to the correct time zone and save. That will resync it to the proper date/time."]
["Customer: Troubleshooting\nCustomer: I’m from uk I have two outside cameras white, six years old and power supply plugs have failed. I am unable to buy with correct connections do you know any suppliers.\nHuman Agent: Hi my name is Wendy.  Are you needing power adapters for cameras named Tim 6 & Tim 9?  Outdoor bullet cameras?\nHuman Agent: These cameras take a 5v 1a micro USB power adapter.  You can purchase this type of adapter on Amazon or you should be able to find them locally as well.\n\nIf you use the cameras outdoors its recommended to weatherproof the cable ends."]
["Customer: It doesn't connect\nCustomer: -1\nHuman Agent: Hi my name is Wendy.\n\nPlease provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nHuman Agent: are you needing help with Puerta Principal & Carros?"]
["Customer: What’s a good phone number to call\nCustomer: Agent \nCustomer: I’m having trouble with my cameras I already paid to see if they would work and still not working \nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?"]
["Customer: Set up\nCustomer: I can’t connect back to my Zmodo camera\nCustomer: I’m trying to connect to my Zmodo camera but having a hard time to do so.\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: How do I get someone off the account so they can't see through the cameras?\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Are the cameras shared to their account or are they signing in with the main account? \nCustomer: What happens if it is already paid for the year on a  Subscription?\nCustomer: Hello?\nHuman Agent: No need to delete devices \nHuman Agent: Are the cameras shared to their account or are they signing in with the main account?"]
["Customer: Set up\nCustomer: Ok\nCustomer: Are u a human being?\nCustomer: Set up\nHuman Agent: How can I assist you?"]
["Customer: Agent\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?"]
["Customer: Troubleshooting\nCustomer: New home WiFi router \nCustomer: Cameras aren’t running after installing new wifi\nHuman Agent: Hi my name is Wendy.  Your cameras will need to be setup to the new wifi info.\nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with."]
["Customer: Hi I'm contacting you to disconnect my service for the zoom cameras please let me know what I need to do?\nCustomer: Agent\nCustomer:  Copy \nHuman Agent: Hello, you've reached customer care, my name is Kylie.  Are you wanting to cancel the cloud service on the cameras? is that what you mean by disconnect?"]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Agent \n\nCustomer: 1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How can I assist you today"]
["Customer: Can I please call you\nCustomer: On a phone call\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have Inbound calling only outbound calling, I can send you the call scheduler if you would like to schedule a call to speak with a Rep directly into the chat here, would you like me to do that for you?\nCustomer: Can I please schedule a phone call \nHuman Agent: Okay, I will send the call sceduler into the char here for you, let me know if you have any trouble. Also as it can be looked over, all our call scheduling is done in Central timezone as we are in IL. \nCustomer: Can you please call me sooner I need the help please \nHuman Agent: We are unable to call sooner then the schedule allows \nCustomer: Hello can I please talk to someone now?"]
["Customer: Troubleshooting\nCustomer: I have the double pack the motor and one camera is working and the other one is not\nCustomer: I did that\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are needing help with?\nHuman Agent: The ID will be listed on a sticker on the camera and will start with ZMD or GSG\nCustomer: ZMD19G41H410493\nHuman Agent: ZMD19G4IH410493 what color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: Green blinking \nHuman Agent: Blinking green means the camera is ready to be setup\nCustomer: One camera is already blue . I don’t know how to set up the green.\nHuman Agent: QR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: Don’t nothing about QR code do y’all phone number this is not helping me \nHuman Agent: I just sent you an invite so you can schedule a callback to talk to a phone rep to help with setup\nCustomer: My iPhone blocks paper from Colleen, so I don’t know what to do\nCustomer: People \nCustomer: From calling \nHuman Agent: I'm not sure I understand your last message.\nHuman Agent: If you have a \"do not disturb\" setup on your phone to block unknown callers you would want to turn that off during the scheduled callback time\nCustomer: My iPhone blocks people from calling if the phone not in my contacts do you have a number I can call\nHuman Agent: We do not have an inbound phone number.  We only offer callbacks.  \n\nIf you have a \"do not disturb\" setup on your phone to block unknown callers you would want to turn that off during the scheduled callback time\nCustomer: I don’t have no Donot disturb on\nHuman Agent: Okay.\nHuman Agent: Then you should receive the call that you schedule."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: How do I hook up to internet \nCustomer: Where do I go to put in my Wi-Fi information \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: I’m trying to connect to the camera zmd sap and it doesn’t show up\nCustomer: The network does not show on my iOS..\nHuman Agent: The camera may not use the Zink setup, can you tell me the cameras Model and ID number?"]
["Customer: Troubleshooting\nCustomer: How can I do to conect my Camara \nCustomer: 1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD."]
["Customer: I have 2 Mini cameras  installed through SmartZ app.  I can access them through the app on my iphone and my browser.  On my browser I cann access both live and alerts, but on iphone app I can only access live videe NO ALERTS.  How can I acces ALERTS through the SmartZ app? access alerts on iphone \nHuman Agent: Hi my name is Wendy.   On the iPhone are the alerts turned on?\nCustomer: 1"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: I'm attempting to delete an old account and set up a new account on an old system.\nCustomer: How do I reach customer support. The prior administrator of this account is now deceased\nCustomer: Tell what time to get back to you.\nCustomer: What time is lunch over\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Idk what it is it was a gift\nCustomer: 1\nCustomer: I can provide a picture \nCustomer: It is white I have model #\nHuman Agent: Hi my name is Wendy.\nHuman Agent: What is the device ID on the camera you are wanting to setup?\nHuman Agent: The ID will be listed on a sticker on the camera. it will start with ZMD or GSG"]
["Customer: My camera is not reading the QR code for setup.\nHuman Agent: Hi my name is Wendy.   Please provide the device ID on your camera. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Having trouble downloading update firmware for back camera. Last night the camera was flashing red.\nHuman Agent: Hi my name is Wendy.  Back camera shows offline.  What color is the indicator light on the camera? and is the light blinking or solid?\n\nThe camera needs to be online before trying to update the firmware."]
["Customer: It’s not working \nCustomer: Is it paid? \nCustomer: It’s not recording \nCustomer: It’s not recording \nCustomer: I can’t renew my plan \nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy\nHuman Agent: What is the device ID on the camera that is not recording?  \nHuman Agent: The ID will be listed on a sticker on the camera and will start with ZMD"]
["Customer: Troubleshooting\nCustomer: Having trouble purchasing cloud\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  Are you trying to subscribe from the mobile app or from a computer?"]
["Customer: Troubleshooting\nCustomer: I’m away from home and can’t see all of my cameras\nCustomer: -1\nCustomer: I’m on my mobile phone and can’t see my cameras \nCustomer: -1\nHuman Agent: Hi my name is Wendy.  Cameras named CH1, CH2, CH3 show offline.  Are these the 3 cameras you are needing help with?"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Hi. Can you teach me how to fix my camera? The night vision is not working\nCustomer: What do you mean by Make sure the camera has power by covering the light sensor to trigger the red night vision lights to come on\nCustomer: I don't know what you mean by yhat\nCustomer: I don't when you say covering the light sensor to trigger the red light night vision light to come on\nCustomer: Can you teach me step by step\nHuman Agent: Hi my name is Wendy.  Which camera are you needing help with?\nHuman Agent: Tap on the live button of the camera, tap on the gear shaped icon in the upper right, night vision settings can be found here. Please try changing the night vision settings to either \"auto\" or \"always on\" to see if that will get the night vision to work for this camera."]
["Customer: Speak to representative \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: Set up\nCustomer: My cameras are not working. Do you have a customers service number?\nCustomer: What is customer service number?\nCustomer: Ok thanks. Do you have a number for me to call back in 1 hour?\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Ok\nCustomer: I have these cameras and can't make them work\nCustomer: Power source that will not connect to the phone\nCustomer: 1\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you able to send me the cameras ID number and the Model? with that I will look up the device and see what setup it uses."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: talk to agent\nHuman Agent: How can I assist you?"]
["Customer: Payment\nCustomer: Paying a declined payment\nCustomer: -1\nCustomer: Customer service number\nCustomer: Agent\nHuman Agent: How can I assist you?"]
["Customer: Set up\nCustomer: How do I get the url of hotpot address for my cameras so I can see them on my fire tv\nCustomer: There is no option to share\nCustomer: You do not have a way to tell me this info\nCustomer: So how do I find it\nCustomer: Troubleshooting\nCustomer: Obtaining hotpot for cameras\nCustomer: Obtaining http address for cameras\nCustomer: Hello\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  The cameras can only be accessed from the mobile app or the web app for viewing.\nCustomer: Ok do you know of an app that will so this fir firetv\nHuman Agent: You saddly cannot use the app on a firetv, its not compatible and would not be possible\nCustomer: Ok\nHuman Agent: Any other questions I can assist you with today?"]
["Customer: Set up\nCustomer: I am having problems getting my device online \nHuman Agent: Hello, you've reached customer care. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: New WiFi setup \nHuman Agent: Hi my name is Wendy.  All 3 of your cameras use QR code setup.\n\nWhat color are the indicator lights on the cameras? and are the lights blinking or solid?  The red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid.\n\nIf you cup your hands around the lens of the camera you can see the indicator light easier."]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: I need a phone number please\nCustomer: Agent\nCustomer: I don’t have time for a chat.  I need a phone call please\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: No pictures \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you meaning that when you go to the home page, you cannot see your devices live?"]
["Customer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\n\nCustomer: Did you see my issue in the chat history?\nCustomer: U there?\nCustomer: Please have someone call me to resolve my issue.\nHuman Agent: It looks like from the previous chat history that you are having trouble with reconnecting cameras, For calling I can send you the call scheduler again to schedule another call. \nHuman Agent: I sent that now into the chat for you."]
["Customer: Troubleshooting\nCustomer: I changed my home wifi modem, therefore I loss the connection of zmodo camera to my wifi.\nI tried to reconnect back with zink set up, couldn't find the zmodo to reconnect?\nCustomer: I did , however it could not never my zmodo?\nCustomer: I did\nCustomer: But no success for the set up\nCustomer: Couldn't pomp the zmodo wifi during the zink set up\nCustomer: It never prompted the zmodo wifi to connect to.\nCustomer: Set up process did not prompt the zmodo wifi?\nHuman Agent: Hi my name is Wendy\nHuman Agent: Are you wanting to setup camera ZMD13GIF6205035 Home-font?"]
["Customer: Hello I am an investigator from the State of Maine Fire Marshal's Office.  I am looking to obtain video from a customer's account.\nCustomer: I have a subpoena issued for your company and am looking of where to send it.\nCustomer: What is the address to reach the legal department\nCustomer: How do I reach the support agent?\nCustomer: What is the phone number for your legal department?\nCustomer: Agent\nHuman Agent: Hello, my name is Grant. You can contact our legal department by email at legal@zmodo.com\nCustomer: Hello, I am trying to obtain video from a customer's account.  I have a subpoena to obtain this and was looking for the correct place to send it."]
["Customer: Troubleshooting\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?"]
["Customer: One of my cameras that has been on cloud service has stopped.  When I try and pay/upgrade, it doesn't allow for that camera.\nCustomer: The camera works fine and shows that it records, it just stopped allowing cloud service\nCustomer: I've reset the camera and it still doesn't allow cloud service \nHuman Agent: Hi my name is Wendy\nHuman Agent: Which camera are you needing help with? what is the name or ID?\nHuman Agent: Is it doorbell camera named mountain house?"]
["Customer: My camera will not work with Starlink\nCustomer: My Zmodo will not connect to the 2.4Ghx network using Starlink\nCustomer: This product is junk\nCustomer: I need to talk to a customer care agent \nCustomer: -1\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Can you help me reset My password \nCustomer: -1\nCustomer: I do not have access to the email on the account\nCustomer: The email registered to the account, it no longer works\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: You are trying to reset an email app account password but you no longer have access to the email?"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Connected the camera had to shut off the power can’t get it to reconnect\nHuman Agent: Hi my name is Wendy\nHuman Agent: Cam 5 & Cam 7 show offline.  Which camera are you working with right now?\nCustomer: How do you connect it"]
["Customer: Cameras wont set up i meed assistance give me contact support number please \nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera with the solid blue light?\nHuman Agent: The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera with the solid blue light? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD."]
["Customer: How to reset the camera\nCustomer: How to reset camera\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Refund\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What are you requesting a refund for?"]
["Customer: Troubleshooting\nCustomer: I want to remove my device to add it again because i change the wify\nCustomer: But i already deleted two and still can not remove the other two to reconnect them\nHuman Agent: Hi my name is Wendy.  Are you wanting to remove the cameras to set them up to a different account?"]
["Customer: hi\nCustomer: I am trying to renew my subscription but getting en error message\nCustomer: customer service number?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the error you're receiving?"]
["Customer: How to delete old phone\nHuman Agent: Hi my name is Wendy.  Could you please let me know in more detail what you are needing help with?\nHuman Agent: I'm not exactly sure what you mean by delete old phone."]
["Customer: Set up\nCustomer: Set up\nCustomer: I wasn't to set up several cameras with blue lights\n\n\nHuman Agent: Hi my name is Wendy.  The 5 cameras connected to this account show offline.  The indicator lights are blinking blue? or solid blue?"]
["Customer: Hello\nCustomer:  blinking green light by not connected to the internet\nCustomer: That's not working you guys can send me the new one?\nCustomer: Set up\nCustomer: I'll do that?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If the camera is offline you would want tot ry going through the setup to see if it reacts and comes back online again, if it does not watch the lights while you go through the setup and let me know how it reacts (its color and if its solid or flashing)"]
["Customer: Set up\nCustomer: Having trouble connecting my cameras I upgraded my google and now can’t connect my cameras \nCustomer: I need further assistance \nCustomer: Can I speak to someone \nCustomer: I can’t connect my cameras to the internet \nCustomer: I’m still having problems. Can I please speak to an associate \nCustomer:  Whats the number\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: I can’t connect to the internet that I just upgraded to google \nCustomer: Please send caller schedule \nHuman Agent: I sent the call scheduler now for you. \nCustomer: I have a call scheduled"]
["Customer: Troubleshooting\nCustomer: Email support \nCustomer: -1\nCustomer: How to contact support \nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? You may also email us via support@zmodo.com."]
["Customer: Set up\nCustomer: Reset\nCustomer: Reset\nCustomer: How to reset \nCustomer: Troubleshooting\nCustomer: Solid blue light\nCustomer: How to watch\nCustomer: Watch video \nCustomer: Watch camera \nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Camera's have no connection\nCustomer: No connection\nCustomer: The camera's outside are on internet, but not visible in MeShare\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: -1\nCustomer: What information do you need\nCustomer: I'm not interesse, I'm sorry\nCustomer: Camera's are not connected\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: I’m paying for 7day recording and not getting it\nHuman Agent: Hi my name is Wendy.  One moment let me check your account.\nHuman Agent: It looks like you cloud plans expired.  Did you just purchase cloud plan subscriptions?"]
["Customer: Billing \nCustomer: 1\nHuman Agent: Hi my name is Wendy.  What questions do you have about billling?"]
["Customer: Troubleshooting\nCustomer: Useless \nCustomer: -1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you trying to set up a camera? Is it the cameras on your account named shop and shop 1?"]
["Customer: Set up\nHuman Agent: Hi my name is Wendy\nHuman Agent: Are you needing help setup camera named Dcamera?"]
["Customer: Trying to make payment on one camera\nCustomer: Why don't you answer phone \nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: Yes\nCustomer: Phone \nCustomer: 361 235 1200 \nHuman Agent: I wil send you the call sceduler now, when filling it out dont put any spacing or dashes in the phone number\nCustomer: Yes\nCustomer: I am here"]
["Customer: Have questions about the cloud subscription I ordered then canceled a short time later.\n\nCustomer: It was a free trial that I canceled\nCustomer: \nHow do I speak with an agent?\nHuman Agent: How can I assist you?\nCustomer: Is there any way we can speak over the phone Grant?\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Set up\nCustomer: How do I sync up the camera \nHuman Agent: Hi my name is Wendy.  kitchen & dining cams show online.  What is the device ID on the camera you are needing help with?\nHuman Agent: The device ID will be on a sticker on the camera and it will start with ZMD or GSG"]
["Customer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: What do I do if it's clucking and going red but not added to my screen\n\nHuman Agent: Hi my name is Wendy.  Camera 2 ZMD19G4IH404847 shows offline. Is this the camera you are needing help with?\nHuman Agent: The red light may be the IR night vision light.  If you turn lights on the red light should turn off.  You should see a green or blue indicator light that is either blinking or solid.  What color is the indicator light on the camera? and is the light blinking or solid?"]
["Customer: Troubleshooting\nCustomer: I changed my wifi How do I set it up to the camera?\nHuman Agent: Hi my name is Wendy.  House camera shows offline.  Is this the camera you are needing help with?"]
["Customer: Set up\nCustomer: Can't get my camera to connect   what do I push to send messages\nHuman Agent: Hi my name is Wendy.\n\nPlease provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nAlso if the camera is brand new, please let me know the model of camera."]
["Customer: Set up\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with."]
["Customer: My outdoor camera mount that swivels broke due to my kids hitting it with a ball.  I cannot seem to find any to purchase. I have ordered some off the internet and they dont fit. \nCustomer: I don’t see where to purchase mounts from Zmodo. The ones I have purchased came from amazon\nCustomer: I can’t find them.  That’s why I am asking \nCustomer: -1\nCustomer: I need a swivel mount for my camera. \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Can you send me a picture of the mount on your camera? \nCustomer: It’s already been trashed. 😔\nHuman Agent: Would you be able to send the picture from your other device? It appears you have two. \nCustomer: I’ve order 3 different ones off Amazon and they don’t fit.  Screws are to big. \nHuman Agent: Would you be able to send the picture from your other device? It appears you have two."]
["Customer: Tengo otro dispositivo que quiero agregar pero la luz esta azul y no me deja\nHuman Agent: Hi my name is Wendy.\n\nProporcione la identificación del dispositivo en su cámara. Verifique la etiqueta en el dispositivo, que podría comenzar con ZMD o GSG."]
["Customer: Troubleshooting\nCustomer: Can I talk to a technician?\nCustomer: Can I call a technician?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. are you requesting to speak to someone over the phone or a real person via chat here?"]
["Customer: Does the Zmodo mini pro camera have PC software, and if it does, does it have multi camera viewing? So how many cameras can be monitored at the same time on multi camera viewing?\nHuman Agent: Hi my name is Wendy.  You would first need to setup the camera from the app on your smartphone but after it is setup then you can view the camera from the web app.\nHuman Agent: Link to web app:  https://user.zmodo.com/login"]
["Customer: Speak to a representative. \nCustomer: Can you please call me at 619-925-5300. \nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: I need a new system. \nHuman Agent: Make sure you do not have any dashes in your phone number or the callback appointment form will not accept it."]
["Customer: Got new internet and I can't connect to ZMD SAP to add my cameras \nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: Can't get cameras connected \nCustomer: I need a phone number to zmodo customer service"]
["Customer: Hi I'm connected to my wifi but I'm not getting video 📸\nCustomer: Actually I've already done that process \nHuman Agent: Hi my name is Wendy.  Cameras named driveway/ garage & Bedroom side yard show offline.  Are these the 2 cameras you are needing help with?"]
["Customer: Need help linking device to new phone\nCustomer: -1\nCustomer: I forgot old login info\nCustomer: It won’t let me\nCustomer: It like I never had an account with you\nCustomer: I need someone to call and talk to me through this please\nCustomer: Agent \nCustomer: 1\nCustomer: Hello\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: Call schedule please\nHuman Agent: I sent the call scheduler now for you to submit a callback. Let me know if you have any trouble."]
["Customer: Set up\nCustomer: Can you call me \nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: I would like to know why i am only able to see 1 day? \nCustomer: When did this change? Thanks \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. The free plan on your account would only ever have allowed for the previous 12 hours of event clips."]
["Customer: Troubleshooting\nCustomer: I need to talk to a technician again please.\nCustomer: 1\nCustomer: Agent\nCustomer: Thank you\nCustomer: I will try again later.\nHuman Agent: We are currently unavailable for live chat support, but you can reach out to us via email support@zmodo.com. Our new hours of availability are:\n\n- Monday to Friday: 9am to 12pm and 1pm to 6 pm CST\n* Excluding Holidays\n\nYou may also contact the chat outside of our hours again to speak to our AI chatbot Mira who can assist with some troubleshooting. I've also sent a callback scheduling form where you can click the button in the chat in order to schedule a callback for a future date if you'd prefer.\n\nThank you for understanding."]
["Customer: Why is one camera connected an the other isn’t \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like there is only one camera on your account. Is ZMD19G4IH407788 the other camera you're referring to?"]
["Customer: Hi I'm having problems with the firmware update \nHuman Agent: Hi my name is Wendy.  The 4 cameras connected to this account are offline.  The cameras need to be online before updating the firmware.\nHuman Agent: What color are the indicator lights on the cameras? and are the lights blinking or solid?"]
["Customer: Live agent\nHuman Agent: How can I assist you?"]
["Customer: MN7M90GT30 Is my new order thur apple doesn’t it update automatically \nHuman Agent: Hi my name is Wendy\nHuman Agent: How can I help?\nHuman Agent: You purchased Apple cloud plans?  Could you please provide a screenshot of what you purchased?"]
["Customer: Set up\nCustomer: Hello, I have done all the things it said to do I am trying to reconnect with you \nCustomer: Trying to connect my camera back on \nHuman Agent: Hello, you've reached customer care, my name is Kylie, Can you send me the cameras Models and ID numbers so I can look and see what setup they use. \nHuman Agent: the ID numbers will start with ZMD."]
["Customer: Hi I need change my WiFi and password \nCustomer: Need to change my camera wifi \nHuman Agent: Hi my name is Wendy.  I see 4 outdoor bullet cameras that show offline.  Terraza frontal & 3 other cameras named smart device.  Are these the cameras you are needing help with?"]
["Customer: Do you have a phone number? I could call?\nCustomer: Do you have a phone number?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?"]
["Customer: I want to talk to a real oerson\nHuman Agent: How can I assist you?\nCustomer: Schedule a call back\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: Done\nCustomer: Thanks\nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: Can't remember my old account. Trying to reconnect my old camera to my new system\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Cómo desvincular una cuenta de mi camara\nCustomer: -1\nCustomer: Español.\nHuman Agent: Hi my name is Wendy.\n\nProporcione la identificación del dispositivo en las cámaras con las que necesita ayuda. Verifique la etiqueta en el dispositivo, que podría comenzar con ZMD o GSG."]
["Customer: Today is the only day I can do this \nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you?"]
["Customer: Need to delete cameras from account to add to another account \nCustomer: But I can’t login to delete it \nCustomer: Cameras did not show up on account \nCustomer: The cameras are not showing up on the account \nCustomer: Phone number \nCustomer: Agent\nHuman Agent: You can tap on Schedule call if you would like to make a callback appointment."]
["Customer: Good afternoon there is a camera that I want to restore as I cannot use it. \nHuman Agent: Hi  my name is Wendy.  What is the device ID on the camera?\nHuman Agent: The device ID will be on a sticker on the camera and will start with ZMD or GSG"]
["Customer: Set up\nCustomer: Send a link for mini camera instructions\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  All 4 cameras show offline.  Did you get a new router or update your wifi name/password?"]
["Customer: I need help with my cam\nCustomer: Green\nCustomer: I have a new wifi\nHuman Agent: Hi my name is Wendy\n\nPlease provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: Is there a number\nHuman Agent: The ID will most likely start with ZMD\nCustomer: Zmd\nHuman Agent: What is the entire ID?\nHuman Agent: You can attach a clear picture of the ID if that is easier.\nHuman Agent: D/static_file/8af7e2643a_1_20241007153154.png"]
["Customer: Hi\nCustomer: May I speak with an agent\nCustomer: May I speak with an agent\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?\n\nCustomer: May speak with an agent\nCustomer: May I speak with an agent"]
["Customer: Troubleshooting\nCustomer: agent\nCustomer: agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\n\nCustomer: cannot getmodel ZP-IBH23-W   ZK8-BFS23NM to connect\nCustomer: camera will not connect  it stays flashing green my wifi connection is good all other cameras ork great\nHuman Agent: Okay, is this a new camera or one that was setup previously\nCustomer: 1 that was set up b4\nHuman Agent: Okay, can you send me this cameras ID number? the ID will start with ZMD or GSG, its not the FCCID number\nHuman Agent: once I have that I will be able to see what setup options the camera has\nCustomer: ZMD17L2IH801463\nCustomer: ZMD17L2IH801463\nCustomer: did i lose u?\nHuman Agent: Nope, I just looked up the device\nCustomer: oops sorry\nHuman Agent: Its fine, this camera can use the QR code setup or the Zink setup, have you tried both of those setups with the camera at all or what setups have you tried sofar?\nCustomer: I jhave tried all qr etc cannot get zink\nHuman Agent: Okay, lets try the QR code setup together first, can you go through the QR code setup, then at the end take a screenshot fo the QWR code and send that to me to review.\nCustomer: last time when i was having issues i did camera reset and since all it does is flash greenok\nHuman Agent: When the camera is flashing green that means its in setup mode, How did you go about doing a camera reset for this camera last time?\nCustomer: connection timed out on the app when it offers to reset\nCustomer: i did the screenshot but do not know how to send to you i am messenging from my PC\nHuman Agent: Okay, can you email me the photo from your phone then, the email is user.zmodo.com\nHuman Agent: Sorry, the email is support@zmodo.com\nCustomer: done\nHuman Agent: Okay one moment while I check the email\nCustomer: yes\nCustomer: i was waiting on your response\nCustomer: are u still there?\nHuman Agent: Sorry for the delay, I checked my email and I never got the message at all\nHuman Agent: Would you be able to resend it, Make sure its support@zmodo.com\nCustomer: i sent it exatly as u askkkkkd\nHuman Agent: Im unsure why it did not arrive, Could you perhaps try sending it while on cellular data instead of connected to the Wi-Fi?\nCustomer: i also sent it to user.zomodo .com\nHuman Agent: support@zmodo.com is our support email, the other one I sent before is actually our web app (for viewing cmaeras from a browser/computer)\nCustomer: done\nHuman Agent: Okay, I will check again now\nCustomer: yep the other 1 didnt go throgh\nHuman Agent: It has not come in quite yet, lets give it just a moment\nHuman Agent: If it fails again, I will have you try instead to start a chat from your phone as well and send it to me from there.\nCustomer: ok 570-872-7167\nHuman Agent: You would start the chat from the app on your phone, you would go into the app, click the Me section, then click contact support and choose to start a chat from there.\nHuman Agent: After you do that send the screenshot into the chat and let me know and I will pull the chat from the Que \nCustomer: D/static_file/d5be1bc0be_1_20250219103145.png\nCustomer: D/static_file/e194a7567a_1_20250219103220.png\nHuman Agent: That worked splendidly, I got the screenshot now!\nHuman Agent: One second while I look at the screenshot here\nCustomer: Ok\nHuman Agent: Okay, the code itself is a tad smaller then what is considered normal, it may be due to this that the camera is having a tad mroe trouble reading it, this is not a huge issue but it does mean holding the code at 8 inches wouldnt nesisarily work, Can you go through the setup one more time, ignore when it says its timed out, if the code is on the screen you can jsut ignore what the app says for that last step, show the code to the zmodo camera at 8 inches and watch the lights, if for 1 minute they dont react, hold the code closer at 6 inches away for 1 minute and watch the lights, then if it doesnt flash blue one more time hold the code further away at 12 inches away for 1 minute. If it flashes blue at all hold very still and see if they turn solid blue or if they flash green again. Let me know what the lights do"]
["Customer: Set up\nCustomer: I changed internet routers and need to swap my cameras to it\nCustomer: Set up\nCustomer: Customer service number\nCustomer: Agent\nCustomer: Agent\nCustomer: Ok\nCustomer: Hello\nHuman Agent: It looks like the cameras on your account connect to your NVR and internet network with the sPoE cable. So you would want to connect your NVR to your router with an Ethernet cable.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?"]
["Customer: Hola buenas tardes \nCustomer: Tengo una cámara zmodo y no recuerdo la cuenta a la que la tengo vinculada, quiero vincularla a una nueva cuenta\nCustomer: No he podido vincular mi cámara \nCustomer: Cámara vinculada a otra cuenta\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. Tendré que buscar el dispositivo para ver a qué cuenta está vinculado actualmente, necesitaré su número de identificación que estará en la etiqueta de la cámara y comenzará con ZMD"]
["Customer: HI, I need to get uncompressed footage from several cameras because my home was broken into\nCustomer: I cannot get clips that are uncompressed\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  How long ago did this incident occur? \nCustomer: Yesterday\nCustomer: I would like footage that is uncompressed starting about 3:00pm eastern time from all of my cameras for at least an hour\nCustomer: I have a protective order against the woman who broke in and there is voice recordings on several cameras as well that I need to not be all choppy\nHuman Agent:  When a clip is created  anything that is in red or yellow is motion. The only time a file itself is compressed when creating a clip is when any Blue is in the clip, this is because the blue is not motion, the camera when no motion is present takes a picture every 10 seconds. \nCustomer: right... do you have a way to get me uncompressed files?\nHuman Agent: No that is not possible\nCustomer: UGHHHHH!  I need the audio conversation for the police report\nCustomer: but because there's no movement it you don't record that?\nHuman Agent: As I stated earlier, when there is no motion the camera takes a picture once every 10 seconds, there would be no audio from those times, audio is only recorded along with motion."]
["Customer: How can I talk to someone \nCustomer: I want to talk to a live person\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: Yes\nHuman Agent: yes to which option?\nCustomer: Call me\nHuman Agent: Okay, I will send you the call scheduler into the chat here, let me know if you have any other questions."]
["Customer: Cancel subscription \nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see how you subscribed, one moment. \nHuman Agent: Looks like you have 2 cameras subscribed, one moment and I will cancel both of those for you. \nHuman Agent: I canceled the two cameras successfully for you, the end service date is 2025-03-15 for those two cameras. \nCustomer: Ok thanks\nHuman Agent: Your welcome, have a great day"]
["Customer: Customer service \nCustomer: D/static_file/b5b2815e85_1_20250219093624.png\nCustomer: D/static_file/45193bf4e1_1_20250219093632.png\nCustomer: I had to do this yesterday too \nHuman Agent: Hello, you've reached customer care, my name is Kylie. One moment while I review the photos and look up your account.\nCustomer: Waiting on you to check account and respond \nHuman Agent: Yes, I jsut reviewed all the info now and from the previous chat, Since your still having trouble I would like to try a different approach, first, to confirm is the phone your using an android or an apple phone?\nCustomer: Apple\nHuman Agent: Okaym, can you go into your phones apple settings, click your apple profile, click subsciptions, then take a screenshot and check that the subsciption shows active there, if it does, clickj cancel, then let me know after you do that and I will give you more instructions for what to do in the app\nCustomer: I didn’t do it thru apple. I went into the app and added it\nHuman Agent: Since you have an apple phone, and subscribed from the app the processor for the subscription is apple, it will be in your apple subscription area. \nCustomer: No, I didn’t subscribe thru apple. I don’t have Apple Pay on this phone. The app is connected to my credit card. My bank was charged. \nCustomer: D/static_file/d3f0c5fa01_1_20250219095800.png\nHuman Agent: Can you please just Humor me and check your apple subscriptions area.\nCustomer: So since this is the second time in 2 days that this has happened, how do I get my money back and cancel it since I’m unable to use it.\nCustomer: Just checked, it’s not in my subscriptions because I didn’t pay thru apple. I stopped using Apple Pay because it’s cheaper to pay directly thru the app which is what I do with my other cameras. I added this one yesterday and it worked fine then stopped. Customer care got it working and now it’s not.\nHuman Agent: Unfortunately, cloud service charges are non-refundable and it is the responsibility of the customer to cancel if they would no longer like to be subscribed before the renewal date. \nCustomer: So how do I get what I’m paying for\nHuman Agent: On my end it shows your subscriptions were going through apple, and through google, not through us directly for the processor. \nCustomer: D/static_file/5b007f9482_1_20250219100717.png\nCustomer: I paid thru the app\nCustomer: So what do I do now?\nHuman Agent: Since you have an apple phone, and subscribed from the app the processor for the subscription is apple, it will be in your apple subscription area. \nHuman Agent: can you go into your phones apple settings, click your apple profile, click subsciptions, then take a screenshot and check that the subsciption shows active there, if it does, clickj cancel, then let me know after you do that and I will give you more instructions for what to do in the app\nCustomer: I keep telling you I didn’t subscribe they apple\nHuman Agent: And im telling you, you did. \nCustomer: I’ve provided you my bank statement proving that it went directly to meshare\nHuman Agent: If you dont want to follow the instructions im trying to send you, and not listen then theres not much else I can do to assist you. \nCustomer: I need a supervisor \nHuman Agent: Okay, our supervisor is currently in a meeting, I sent you the call scheduler for you to schedule a call to speak with them. \nHuman Agent: Okay, our supervisor is currently in a meeting, I sent you the call scheduler for you to schedule a call to speak with them. \nHuman Agent: If that is not optimal for you then I am also happy to take your email info or them to email you if you prefer that instead. \nCustomer: I created an appointment \nHuman Agent: Fantastic, it was a pleasure trying to assist you, I wish you well and hope you have a great rest of your day."]
["Customer: customer service number\nHuman Agent: Hi my name is Wendy.  Please let me know what questions you have"]
["Customer: It says my cameras already linked to another account \nCustomer: Can u call me \nCustomer: What is the number \nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: Over the phone 513-291-2858\nCustomer: 513-291-2758\nHuman Agent: Okay, I sent you the call scheduler in the chat, all the times listed are for Central time zone and when submitting the call scheduler be sure there are no spaces or dashes in the phone number or else it will not let you submit it. Let me know once your done or if you have any trouble submitting the call. \nCustomer: Got it \nHuman Agent: Okay great, any other questions I can assist you with before we go from the chat?\nCustomer: Just waiting on a call"]
["Customer: Hi\nCustomer: Hi mo here \nCustomer: Mo hery\nCustomer: -1\nCustomer: No gy\nCustomer: Costmr suirvsa\nCustomer: Agent\nCustomer: Hi\nCustomer: Compré una cámara a alguien y me explicó cómo instalarla, pero no pude hacer que la cámara funcionara. Dice que ya existe una cuenta anterior para esta cámara. Póngase en contacto con el servicio de asistencia.\nCustomer: No sé cómo eliminar la cuenta antigua e ingresar a la nueva cuenta\nHuman Agent: Hola, mi nombre es Kylie y trabajo en atención al cliente. ¿Puedes enviarme el modelo de la cámara y el número de identificación para que pueda buscar información sobre la cámara y ayudarte mejor? la identificación comenzará con ZMD y tanto el modelo como el número de identificación estarán en la etiqueta del dispositivo."]
["Customer: Speak to a rep\nCustomer: Phone call\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Why can’t my other camera device connect ? \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: It’s not working\nHuman Agent: Hi my name is Wendy\nHuman Agent: The camera you are wanting to setup, is it new? or has it been setup before?\nCustomer: I’m unable to connect my cameras\nCustomer: No never have been set up\nCustomer: Just got them in today\nHuman Agent: What are the models of cameras that you have?\nHuman Agent: The model will be listed on a sticker on each camera"]
["Human Agent: Test\nHuman Agent: Hjn"]
["Customer: billing\nCustomer: payment receipt\nCustomer: billing\nCustomer: payment\nCustomer: emailpayment \nCustomer: -1\nCustomer: Troubleshooting\nHuman Agent: HI my name is Wendy\nHuman Agent: What questions do you have about your cloud plans?"]
["Customer: Hi … recently had to change my modem and I am having issues connecting my cameras back up \nCustomer: Honestly don’t remember how I set them up \nCustomer: How do I set up my cameras \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of a camera you're trying to set up? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD."]
["Customer: Set up\nCustomer: Help \n\nCustomer: Operator\nCustomer: Connection\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: The camera you are wanting to setup, is it brand new? or has it been setup before?"]
["Customer: Troubleshooting\nCustomer: can not get it to replay video\nCustomer: have a older system no t connected to internet\nCustomer: the cameras show up on monitor but not on play back\nCustomer: yes its setup to record when i go back to the day i need to look at nothing comes up\nCustomer: dont have the cloud system\nCustomer: agent\nCustomer: agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How can I assist you today?"]
["Customer: I’m trying to reinstall my account and I’m unable set up or activate my cameras.\nCustomer: I signed up again this morning and paid the subscription but I’m unable to connect to any of the cameras \nCustomer: I had not used them for over a year! I want them on again.\nCustomer: I don’t have the initial start up procedure.\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: How do I set my cameras back up \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Is there a phone number I can call? \nCustomer: Thanks \nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?"]
["Customer: Español\nCustomer: Agent\nCustomer: 1\nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon, ¿en qué puedo ayudarte?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.\n\nPlease provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Set up\nCustomer: Hey, I have moved and have new WiFi I would like to connect my camera \nCustomer: Can you inform me how to reset ? It has been years since I’ve had to do this \nCustomer: I need to set up new WiFi \nHuman Agent: Hi my name is Wendy.  Cameras Ke&Brooke\t & Ke.Brooke.Brayden both use QR code setup.\n\nAre the indicator lights on the cameras blinking green right now?"]
["Customer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Set up\nCustomer: Agente \nCustomer: Saludos \nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon, ¿en qué puedo ayudarte?"]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Please call me thank you 407-257-2938 \nCustomer: I need help\nCustomer: Please call me thank you 407-257-2938 \nCustomer: Call\nCustomer: Please call me thank you 407-257-2938 \nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Troubleshooting\nCustomer: Unable to reactivate several cameras on our system \nCustomer: Went from  3G to 2.4 several camera still work but several do not \nHuman Agent: Hi my name is Wendy\nHuman Agent: computer room, loft and mud room show offline.  Are these the 3 cameras you are needing help with?"]
["Customer: I can’t playback footage \nS\nCustomer: It won’t play the footage\nCustomer: Agrnt\nCustomer: Anget\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hi my name is Wendy"]
["Customer: Troubleshooting\nCustomer: Need to change my password \nCustomer: New Wifi \nHuman Agent: Hi my name is Wendy.  The cameras will need to be setup to the new wifi info.\n\nAre the indicator lights on the cameras blinking green right now?"]
["Customer: For some reason I can only get 1 of my 6 cameras to work and I can't get the other 5 to load.\nHuman Agent: Hi my name is Wendy.  What color are the indicator lights on the cameras? and are the lights blinking or solid?"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: It’s not allowing me to add the camera back\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: What time are they going to call?\nCustomer: I never got a call yet\nHuman Agent: What was the email you put on the callback when you submitted the callback sheet?\nHuman Agent: or did you not submit it when it was sent to you?"]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Will a Shemua  work with zmodo\nCustomer: Sehmua\nCustomer: -1\nCustomer: Will sehmua camera work \nCustomer: With zmodo \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. No, they would not be compatible with our platform."]
["Customer: Got a message say my smartz eaze app has a bug?\nCustomer: How do I find the updates\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Where did you see this message appear?"]
["Human Agent: D/static_file/9f30035eb5_1_20250226132106.jpeg"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Why are my cameras not working \nCustomer: Why are my cameras not working \nHuman Agent: Hi my name is Wendy.  Are the indicator lights on the cameras blinking green right now?\nHuman Agent: Hi my name is Wendy.  Are the indicator lights on the cameras blinking green right now?"]
["Customer: Troubleshooting\nCustomer: I need to speak with a representative \nHuman Agent: How can I assist you?"]
["Customer: Set up\nCustomer: can you connect ZP-IBH237-W with zink on zmodo app?\nCustomer: is ZP-IBH237-W work with ZSP protocol on zmodo nvr?\nCustomer: customer service\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: I need help\nCustomer: I payed for a subscription the money came out of my account but my cameras won’t work\nCustomer: Do u have a number to call\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?"]
["Customer: Troubleshooting\nCustomer: I’m having problems I follow the directions. I can only get one camera to connect. I have four I have a new Wi-Fi and I’m having trouble connecting it. Can someone call me to help me 225-717-2089\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Someone installed them for me so I do not know the initial set ups so can someone call me at 225-717-2089\nCustomer: Can you call me at 225-717-2089 I’m not gonna keep texting back-and-forth for information. I have three green lights one blue light. I connected it. It accepted and it won’t pick up three of the cameras. I need to know why\nCustomer: Troubleshooting\nCustomer: They were blinking green, but it booted me out of the system and they wanted me to restart everything and I only have one camera. I’m not gonna keep redoing it until I have information.\nCustomer: The cameras are sitting next to the Wi-Fi modem so nothing you sent me so far has helped me so if someone cannot call me, I’mma throw the cameras in the freaking garbage can and go buy some other kind\nHuman Agent: Hi my name is Wendy.  I just sent you a callback invite to schedule a callback.\nCustomer: Ok"]
["Customer: Set up\nCustomer: Hi no conect\n\nHuman Agent: Hi my name is Wendy.  Are you needing help setup a camera?\nHuman Agent: There may be a typo ZMD33EQEG3201085 doesn't pull up any info.  Could you please check for typos or attach a clear picture of the ID?"]
["Customer: Hola \nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon, ¿en qué puedo ayudarte?"]
["Customer: my cam wont connect jus flashing nlue\nCustomer: its flashing green\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Hello, this is Olivia.  I am having a problem with one of my cameras.  Why do I see only see a reflection of my camera in the camera??\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Can you send me a screenshot of what you're referring to so I can get a better idea of what you mean?"]
["Human Agent: Can you please call me I’m having login problems. \nHuman Agent: Agent \nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: I view my cameras at my warehouse through ZViewer on different PCs. One of my PCs does not show any cameras available to view when I search in the add a device search\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Unfortunately Zviewer is not supported so we would not be able to assist with directly troubleshooting, though I would guess it is some form of networking issue where the computer in question is on a different network segment. \nCustomer: Thank you that fixed it\nHuman Agent: Is there anything else I can help you with for now other than Zviewer?"]
["Customer: My nvr just stopped and I'm wondering if the HDD could be bad.  Nothing changed . Green lights on nvr but no cameras showing on app or online \nCustomer: I've tried all these\nCustomer: 1. I've rebooted the nvr several times 2. All cameras are inside and out and all hooked to working power 3. No changes nor additions were made to my network. 4. I've took the back off of nvr but hdd looks ok and like I said I got green lights.  Ik the system is a bit old but it's strange all the cameras (8) went down at same time   I do not want to invest in a new HDD I'll add the difference to get new setup but I'm sincerely hoping to figure out why it just stopped\nCustomer: It's strange really it's how I knew something was up with them I got one inside and it's blinking green along with the outsides.. I'll try power cycle now\nCustomer: I got a solid green on the one inside now let me log in on computer see if it's there \nCustomer: No still no video\nCustomer: Connection times out \nHuman Agent: Hi my name is Wendy.  What is the device ID on the NVR? the ID will be listed on a sticker on the bottom of the NVR, it will start with ZMD or 1."]
["Customer: Troubleshooting\nCustomer: I have a Zmodo I change my email and my old email is on it I need help getting into it so I can set it back up to my new email \nHuman Agent: Hello, you've reached customer care, my name is Kylie. First, Are you able to tell me what the old email is so I can look up the account associated with that email.\nCustomer: Pamthomas8389@gmail.com\nCustomer: 1\nCustomer: Hello\nHuman Agent: Okay, that6s the account you are currently contacting me from, if you are wanting to delete the devices form the account to add to another account made with a different email you would click live on the camera, click the settings gear in the top right, click the three dots in the top right, then choose delete. \nHuman Agent: After all of the devices are deleted you would thyen log out of the account, either log into your new account if you have already made one or create a new account with the new email, then add the devices that were deleted. As long as you do not reset the cameras they will be online and you can just add them easily. \nCustomer: Ok I will try it thank you \nHuman Agent: No problem, if you have any trouble feel free to contact support again."]
["Customer: Troubleshooting\nCustomer: What is the customer service phone number\nCustomer: I got a new router and I need to hook up the cameras how do I do that\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the devices to see what setup they use, one moment while I research that then I can send you the setup directions."]
["Customer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: I’m having trouble setting up my camera\nCustomer: It currently only shows a green led on the side of the camera \nCustomer: It still only shows green\nCustomer: It’s not working\nCustomer: It’s not troubleshooting \nCustomer: It’s not turning on fully\nHuman Agent: Hello, you've reached customer care, my name is Kylie. When you look at the cameras lights what color are they and are they flashing or solid?\nCustomer: Can I speak to a representative \nCustomer: May I receive a call from you all\nHuman Agent: We only have outbound calling via schedule, I can send you the scheduler into the chat if you would like to troubleshoot over the phone. Would you like for me to send that?"]
["Customer: Troubleshooting\nCustomer: can see any of my cameras since yesterday... is there any issue going on?\nCustomer: 1\nHuman Agent: Hi my name is Wendy.  All 7 of your cameras show offline.  Any change to your router? or did you update the wifi name/password?"]
["Customer: How do I discontinue service wutg ayr nidi camera?\nCustomer: 1\nHuman Agent: Hi my name is Wendy\nHuman Agent: Do you have a paid cloud plan you want to cancel?"]
["Customer: How to lock off motion detectors \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I'm not quite clear on what you meant, would you be able to explain further what you are referring to?"]
["Customer: Good Afternoom\nCustomer: I want reset camera wifi zmodo \nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on your camera. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: cloud service not wonking\nCustomer: I don’t know why I can’t see the record on cloud \nCustomer: Can I get someone to help \nCustomer: I signed up service but it’s not working \nCustomer: Can I get an appointment for a phone call \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\nGo to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\n\n\nCustomer: Agent"]
["Customer: Set up\nCustomer: I have done everything and my cameras don't work, they did before and now it's does read the qrcode\nHuman Agent: Hi my name is Wendy.  What are the device IDs on the cameras you are needing help with?\nHuman Agent: The device ID will be listed on stickers on each camera and will start with ZMD or GSG"]
["Customer: Set up\nCustomer: Chat with agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Hi, my name is Kim.  I try to switched my PoE cameras and nvr device to this account, but it’s not success \nCustomer: Can you show me how\nHuman Agent: Are the POE cameras tied to another account individually or is the NVR tied to a different account?\nCustomer: I have wired cameras with NVR from ong0409@yahoo.com and deleted the device and want to add to this account \nCustomer: But I forget how to set it up\nHuman Agent: Okay, I see several devices tied to that account, I would like to look up the one you deleted so I can check what setup it uses. \nHuman Agent: For that I would need the devices ID number, the ID should be on the cameras sticker and start with ZMD, GSG, 14, 15, it will not be the FCCID number\nCustomer: Zmd13DQDC217668\nHuman Agent: Okay, that camera is online, I can add it for you to this account I just have to name the device, What do you want me to name it on this account?\nCustomer: Hi"]
["Customer: Troubleshooting\nCustomer: Need to speak to someone on phone \nCustomer: Agent \nHuman Agent: We are currently unavailable for live chat support, but you can reach out to us via email support@zmodo.com. Our new hours of availability are:\n\n- Monday to Friday: 9am to 12pm and 1pm to 6 pm CST\n* Excluding Holidays\n\nYou may also contact the chat outside of our hours again to speak to our AI chatbot Mira who can assist with some troubleshooting. I've also sent a callback scheduling form where you can click the button in the chat in order to schedule a callback for a future date if you'd prefer.\n\nThank you for understanding."]
["Customer: Number to customer service \nCustomer: Can you give me the number to customer service \nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: One of my camera isn’t working \nHuman Agent: Hi my name is Wendy.  Camera named Maria's camera shows offline.  What color is the indicator light on the camera? and is the light blinking or solid?"]
["Customer: Troubleshooting\nCustomer: My cloud is nt working correctly \nCustomer: Timing is off between events and reality\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: Troubleshooting\nCustomer: My cameras are all offline\nCustomer: Can I forward this message to someone else who can go to my house? \nCustomer: How do I check connectivity?\nHuman Agent: Hi my name is Wendy.  The NVR and most of your cameras show offline.  Is the camera powered on?\nHuman Agent: *Is the NVR powered on?"]
["Customer: Hello! I would like to know why my device is not supported and if theres any way to fix it \nCustomer: I’m trying to suscribe for the cloud recording service but it says its not supported \nHuman Agent: Hi my name is Wendy.  I see an NVR connected to this email.   What type of cameras do you have?  Are they wired sPoE cameras that connect directly to the back of the NVR? or wifi cameras?"]
["Customer: Troubleshooting\nCustomer: Want to configer camera to work with new ỉnternrt sẻvice\nCustomer: Fireware \nCustomer: Updates fireware\nCustomer: Older version camera to use the internet\nCustomer: Camera\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you tell me the cameras Model and ID number? the ID should start with ZMD."]
["Customer: How can I remove devices with access to cameras?\nCustomer: Log out of every phone who has the app\nCustomer: How can I remove users from having access to the Zmodo app\nCustomer: How to change login credentials\nCustomer: I did that but other users can still see the cameras \nCustomer: Troubleshooting\nCustomer: Cameras are connected but keeps saying off line \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: Hello  how do I add another camera  to the group?\nHuman Agent: Hi my name is Wendy.   What is the device ID on the camera you are wanting to add to a group?\nHuman Agent: The ID will be listed on a sticker on the camera and will start with ZMD o rGSG"]
["Customer: I never got a call \nCustomer: I never got a call\nCustomer: No no \nCustomer: No one called me\nCustomer: I waited for one hr \nHuman Agent: It is 2:01 CST. You will be receiving a call this hour.\nCustomer: Ok"]
["Customer: Troubleshooting\nCustomer: Someone has access to my login and cameras \nCustomer: Troubleshooting\nCustomer: Customer Service phone number \nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you?"]
["Customer: Hello\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: No good\nCustomer: The camara is not acepting the updated\nCustomer: I have done it many times\nCustomer: I need help\nCustomer: Represebtative\nCustomer: Agent\nCustomer: Hello\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device, can you send me all the cameras ID numbers. They will start with ZMD"]
["Customer: Troubleshooting\nCustomer: My cameras are not working \nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  Did you get a new router or update your wifi name/password?"]
["Customer: Set up\nCustomer: can you give me a call please -\n\n(214) 680-1923\n\nCustomer: thank you.\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. I cannot give you a call right now, but if you tap on the schedule call option you can schedule a call. \nCustomer: ok\nHuman Agent: Is there anything else we can help with today?"]
["Customer: Set up\nCustomer: I want to make a payment and it won't let me. \nCustomer: some phone number to call. \nHuman Agent: You can tap on Schedule Call to make a callback appointment, if you would like.\nHuman Agent: You can tap on Schedule Call to make a callback appointment, if you would like."]
["Customer: Troubleshooting\nCustomer: Niether\nCustomer: I am set up to view the clips but cannot see them I paid for it  but nothing \nCustomer: I can't view alerts even though I pay the monthly fee \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Is this happening on all the cameras or specific ones?"]
["Customer: Set up\nCustomer: How reconect my camera a new wifi signal\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  Cam 1, cam 2, cam 3 show offline.  Are the indicator lights on the cameras blinking green right now?\nCustomer: Close it i dont care\nHuman Agent: Are you needing help with setup?\nHuman Agent: or what questions do you have?"]
["Customer: Call me\nCustomer: Setting up device isn’t working. Can I call someone\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: Tried to schedule a call but it won’t let me. Like the call to be now\nHuman Agent: If you ahd trouble submitting the call make sure there are no dashes or spacing for the phone number. \nHuman Agent: Calling is only done via scheduler.\nHuman Agent: If you have trouble submitting the call again, take a screenshot of the scheduler and send it to me in the chat to review."]
["Customer: Agent\nCustomer: Agent\nCustomer: “Agent”\nCustomer: Someone had broken into my car and I am trying to get locked footage on January 5 at 2:30 am to 2:50 am\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Cameras without cloud service such as the camera you have named Device # 1 only hold the 10s clips created for 12 hours, after that the camera overwrites video to make room for more, there sadly is no footage from Jan 5th by this point for that camera.\nHuman Agent: For the other camera it shows it has been recording with the cloud service, you can click Playback then sselect the day with the callender and review the footage on that camera, It will only show you footage after you susbcribed though not from before that point.\nHuman Agent: Before the susbcription w as started if any 10s clips were created that would have been overwritten after 12 hours."]
["Customer: How do I switch from 5mhz to 2mhz?\nCustomer: Trying to add devices\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The cameras will only connect to 2.4GHZ network. For adjusting your actual network to have 2.4GHZ or 5.0GHZ signals is something you would do on the router in the routers settings typically. \nHuman Agent: If you need any help with that process you would have to troubleshoot the router itself on your own or contact your Internet service personnel if you have the router from them. \nCustomer: Ok I will give it a try thanks \nHuman Agent: No problem! if you need any help with the setup or have anymore questions feel free to contact us again. \nHuman Agent: Take care. Goodbye"]
["Customer: I need a phone number to talk to somebody \nCustomer: Agent\nCustomer: Agent\nCustomer: Set up\nCustomer: Ok\nHuman Agent: You can tap on Schedule Call to make a callback appointment if you would like to speak to a representative over the phone.\nCustomer: I did thank you, today at 10:00\nHuman Agent: You're welcome.\nHuman Agent: I do not see your callback appointment. You may want to be sure that the form submitted."]
["Customer: Hi! I deleted my camera 1 on accident I am trying to add it back to account I was resting camera it keeps buffering. Now the camera is blue not green how can I add the device back. I tried the normal steps is not capturing the code camera is blue.\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Can I  put an SD memory card in this camera \nCustomer: Agent\nCustomer: Does this camera has SD memory card capability \nHuman Agent: I see two Zmodo Mini Pro cameras on your account. That camera does not support an SD card.\nCustomer: Okay thanks \nHuman Agent: You're welcome."]
["Customer: Is there any way to see all of our cameras in a grid instead of one browser for each camera?\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Sorry about the confusion, it is not currently possible to see multiple cameras at once on the web app. \nHuman Agent: But it is a feature our developers are looking at adding. \nCustomer: OK! Thanks for the info! We're really looking forward to that!\nCustomer: Put me on your beta test list LOL\nCustomer: THANK YOU!\nHuman Agent: Lol, I will note down your email. Is there anything else I can answer today? \nCustomer: I have one camera that is solid blue that will not connect.\nCustomer: Can you help me with that?\nCustomer: I've reset the internet already and all other cameras work except for this one.\nHuman Agent: Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD15jtDa018670\nCustomer: Thank you!\nHuman Agent: Is it currently plugged in and solid blue? \nCustomer: Yes!\nHuman Agent: Okay it is showing offline on our end. Are you able to unplug the router you think it is on currently? \nCustomer: I can! I have done that already though if that helps?\nCustomer: That's how I got the rest of them to work.\nCustomer: This one is just being a stinker.\nHuman Agent: You want to keep the router unplugged and let me know if the camera goes back to flashing green\nCustomer: OK! Someone just came in so I will have to pick this up again soon. I will try unplugging and resetting it and get back on the chat later if it doesn't work. THANK YOU!!!\nHuman Agent: Okay I hope you have a good day!\nCustomer: You too!"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Hi , how do I view alerts ?\nCustomer: I tried to sign up for a safeguard plan and it will not allow me?\nCustomer: Agent\nCustomer: Ok\nHuman Agent: Can you tap on the Events tab at the bottom of the app? Does it show a list of events there? And what do you see if you tap on one of the events?\nCustomer: I see a list of events with a play arrow but when I hit play nothing happens \nCustomer: I dont believe we have a safeguard plan\nCustomer: Is there a way to actually speak with someone?\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: Thanks I did\nHuman Agent: You're welcome."]
["Customer: Hi my beam alert is not connecting \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Payment\nCustomer: Live chat\nCustomer: Account no recording \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: Set up\nCustomer: Can't connect my phone to new device\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are wanting to setup? The device ID will be listed on a sticker on the camera and will start with ZMD or GSG\n\nHuman Agent: also if the camera is brand new please let me know the model"]
["Customer: Why does the led lights turn red when I’m trying to connect?\nCustomer: The small led lights on the front of the camera turn red when I’m trying to set it up but it won’t connect \nCustomer: I have done that several times, could it indicate a problem with the cameras motherboard?\nCustomer: Are you ai?\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nHuman Agent: Is it camera ZMD19G1IHC13907 Outer shop\tyou are wanting to setup?"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Devices are not working, spinning circle\nCustomer: Network connection and power source are working correctly \nCustomer: I will try that, but there is no reason that they are offline.\nHuman Agent: Hi my name is Wendy.  Livingroom and front door cameras show offline.  What color are the indicator lights on the cameras? and are the lights blinking or solid?"]
["Customer: My device is offline for a long time and I try to sign in and it says couldn’t find my account so I signed up again but my had it since 2017\nCustomer:  I can’t access my device \nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Set up"]
["Customer: I have a call scheduled between 10-11 today and nobody called\nCustomer: Hello\nCustomer: Anybody there\nHuman Agent: Yes I apologize for the dellay, we currently have someone handling callbacks and the call window for your call is on central time, it is only 10:34 for us currently so you are still within the callback time for us to contact you\nHuman Agent: All our scheduling is done on central time as we are in Central IL. It shows this when scheduling."]
["Customer: Set up\nCustomer: We don't see ZMD_SAP\nCustomer: I don't see it\nCustomer: It is blinking green \nCustomer: I did that already \nCustomer: Can someone call me\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. For calling I can send you the call scheduler so you can receive a call from one of our Reps, One moment while I send that into the chat for you here\nCustomer: Thanks\nHuman Agent: No problem, thank you as well have a great day."]
["Customer: Set up\nCustomer: I am trying to set my cameras up came with no Instructions\nCustomer: A green\nCustomer: The camera is flashing green\nCustomer: What do i do nestnext\nCustomer: Iqs it ready to put outside\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Hi how are you?\nCustomer: By mistake I made an appointment to be called on December the 16th with a wrong number.\nCan you please delete for me Thant appointment?\nHuman Agent: Hi my name is Wendy.  Are you needing the phone number updated? or just want the callback cancelled?\nCustomer: Thank you very much but I already was able to make the update \nHuman Agent: okay great!  Any other questions?\nCustomer: No thanks \nHuman Agent: Alright.  Have a great weekend!\nCustomer: Have a great weekend and evening \nHuman Agent: Thanks!"]
["Customer: Agent\nHuman Agent: How can I assist you?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: I can delete devices from my account \nCustomer: When I do that it doesn't work and I have to close the app because it doesn't. \nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Are you giving the camera to someone else? is that why you want to delete a camera?"]
["Customer: Hello Mira\nCustomer: I would to know, how can I do to change the cloud to a new device because the old one doesn't work very well \nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Which camera is not working?"]
["Customer: Set up\nCustomer: Is not connecting \n\nHuman Agent: Hi my name is Wendy.   The camera you are wanting to setup, is it new? or has it been setup before?"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Zmodo app says internet connection is to slow \nCustomer: Zmodo app says internet connection is to slow \nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?\n\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: My cameras updated and now it says they are not subscribed \nCustomer: 1\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?"]
["Customer: We bought our home and used the same WiFi router for the first few months. Now we have a new router and our cameras aren’t working. Not sure how to connect the cameras to the router or what I need to do.\nCustomer: What is the process to set up the cameras to the new WiFi? The old owners helped set it up.\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  Your 3 outdoor bullet cameras use QR code setup.  Are the indicator lights on the cameras blinking green right now?"]
["Customer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: May I have a phone number for tech  support?\nHuman Agent: We do not have a direct number but you can schedule a call by tapping on the schedule call option."]
["Customer: internet\nCustomer: connect to internet \nCustomer: need help connecting to internet\nHuman Agent: Hi my name is Wendy.  All 4 cameras connected to this account use QR code setup.\n\nare the indicator lights on the cameras blinking green right now?"]
["Customer: Troubleshooting\nCustomer: The camers are connected with the system but I can’t see them on the app\nHuman Agent: Hi my name is Wendy.  I don't see any cameras connected to this email.\n\nWhat are the device IDs on the cameras you are needing help with?\nHuman Agent: The device IDs will be listed on stickers on each device, they will start with ZMD or GSG"]
["Customer: Hi I need to cancel my account \nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up the susbcription one moment\nHuman Agent: I dont see where you currently have an active subscription currently. The previous subscription it looks like tried to renew on 1/4 and failed so it canceled the plan."]
["Customer: Schedule call\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: I purchased the outdoor cameras a few years back and we are trying to setup the cameras in our new location\nCustomer: how do I add a device\nHuman Agent: Hi, thank you for contacting support. My name is Dillon.  What are the models and IDs of the cameras you are trying to set up? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD."]
["Customer: Troubleshooting\nCustomer: I can't get past the wifi setup screen\nCustomer: I can't Get past the wifi setup screen\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: I had to look up the numbers\nCustomer: Zmd19a4ih502447 zmd13h2da282532 zmd13h2da275371 zmd13h2da282570"]
["Customer: Set up\nCustomer: Was chatting with someone from customer service  who was helping me to set up my cameras was disconnected.\nCustomer: The person asked me to connect to ZMD_SAP  then I was disconnect.\nCustomer: It have a connection, what do I Do from there. I said I lost leaflet with the QR code.\nCustomer: How do I get hold of customer service.\nCustomer: Ok\nCustomer: Trying to connect my 4 set of cameras. Don't have the QR code\nCustomer: When will customer service agent be back\nHuman Agent: Hello, you've reached customer care. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Got a new phone can't get camera on \nCustomer: Tried that \nCustomer: Set up\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: I don’t care this scanner\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Can you elaborate on what you mean by scanner?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Is there a phone number to talk to a representative??\nCustomer: Agent\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Turning two way sound on \nHuman Agent: Hello, you've reached customer care, my name is Kylie. The cameras on your account do not have two way audio capabilities. They do not have a mic or speaker."]
["Customer: how do I figure out the monthly or annual subscription?\nCustomer: it doesnt show you the rates\nCustomer: the cloud tab does not show that\nCustomer: correct, I'm not going to subscribe until i know the rates for the product\nCustomer: IT DOES NOT SHOW THE RATES\nCustomer: -1\nCustomer: I'm on the cloud tab as you suggested, there are no rates on that tab\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: 7-day monthly cloud plan is $4.99/month per device\n30-day monthly cloud plan is $9.99/month per device\nHuman Agent: You can view the cloud pricing on the Zmodo phone app by tapping on \"Store\" tab\nHuman Agent: Paid cloud plans are optional not required"]
["Customer: Troubleshooting\nCustomer: The camera will not pick up the QR code\nCustomer: -1\nHuman Agent: Hi my name is Wendy.  The camera you are wanting to setup, is it new? or has it been setup before?\nCustomer: It tells me to check my Wi-Fi password and I know it is correct. It says it timed out.\nHuman Agent: The camera you are wanting to setup, is it new? or has it been setup before?\nCustomer: Set up before \nHuman Agent: What is the device ID on the camera?\nHuman Agent: The ID will be on a sticker on the camera and will start with ZMD or GSG\nCustomer: D/static_file/2da3d049a3_1_20241118111346.jpg\nHuman Agent: ZMD19G1IHC27564 is the indicator light solid blue?\nCustomer: Yes\nHuman Agent: You want the camera connected to this email account? Piperobie@me.com?\nCustomer: Yes\nHuman Agent: One moment\nCustomer: That’s not the WiFi account \nHuman Agent: ZMD19G1IHC27564 is now connected to your account.  If you refresh the screen or log out and back in again you will see the camera on your account."]
["Customer: Set up\nCustomer: Wi-Fi connection\nCustomer: How do I setup wifi\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: how can i get touch with a IT TECH\nCustomer: Agent\nHuman Agent: Hi my name is Wendy\nHuman Agent: How can I help?"]
["Customer: Como reset camara con boton \nCustomer: Set up\nHuman Agent: Hola, te has comunicado con atención al cliente. Te habla Marcela. ¿Podrías darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras."]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: Set up"]
["Customer: How to change my login id\nCustomer: Login id for zmodo How do I edit it?\nCustomer: Did that. Don't see options\nCustomer: -1\nHuman Agent: Hi my name is Wendy\nHuman Agent: Unfortunately, it is not possible to change the account email address since that's the actual account identifier.  You would need to create a new account with the new email address."]
["Customer: Set up\nCustomer: My camera won't scan the QR code\nCustomer: Tried that\nCustomer: Made sure camera is vertical and held device about 20 cm in front of the QR code\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with."]
["Customer: Please provide customer service phone number \nCustomer: I've tried chat online and it wasn't very helpful \n. Please provide number \nHuman Agent: Hello, you've reached customer care, my name is Kylie. we do not have inbound calling only outbound which is done via schedule, do you want me to send you the call scheduler in the chat here?"]
["Customer: Set up\nCustomer: Costumer service\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?"]
["Customer: Troubleshooting\nCustomer: No concted \nHuman Agent: Hi my name is Wendy.  Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: I need to speak someone \nCustomer: 1\nCustomer: Whr can I call \nCustomer: I wait \nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: I need talk\nCustomer: Agent \nHuman Agent: You're already speaking with an agent. If you mean a call, you would need to schedule it for a future date. Otherwise I'd be happy to help you from here now."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Deal FAQs\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Troubleshooting\nCustomer: Have a new email address\nCustomer: -1\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: You are needing help setup cameras named camera 1 - camera 4?"]
["Customer: Set up\nCustomer: Set up\nCustomer: Solid blue now\nCustomer: Still offline \nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Where do I change the WiFi name and password on my app\nCustomer: I don’t have that info\nHuman Agent: Hello, you've reached customer care, my name is Kylie. You would reconnect the cameras to the network by going through the setup again."]
["Customer: i'm trying to set up my cameras\nCustomer: we are currently trying to add the device to our phone\nCustomer: I am using the app\nCustomer: that's not\nCustomer: i'm using the app to set up my cameras and it's not working\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with."]
["Customer: Troubleshooting\nCustomer: I have been trying to hook my cameras back up to the new wifi I have but it won't show the wifi for Zmodo to connect\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are wanting to setup? The device ID will be listed on a sticker on the camera and will start with ZMD or GSG"]
["Customer: Hey my cameras hasn’t been showing the right time it’s been like that for the last 2 weeks may have help with this please?\nCustomer: I’m going to live I do t see a gear button\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Do you still need help with adjusting the time?"]
["Customer: Troubleshooting\nCustomer: Both my cameras indicate that the device is off-line and I can’t seem to get it to work\nCustomer: Are you asking me to reboot the router for our Internet provider for the entire house i.e. Xfinity\nCustomer: When you are asking me to reboot, the router, are you talking about plugging and re-plugging in the router where our Internet enters the house\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: just got my zmodo outdoor camera and was going to hook it up to my motion detector lights have a usb port.  the power cord isn't usb adaptable.  is there a what ever is on the camera to usb cord available?\nCustomer: are you a robot\nCustomer: am i talking to a robot?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You would need to plug it into a normal outlet typically. Do you know whether the USB port on your motion detector light provides constant power or only power when triggered? And do you know what the amperage it provides is?\nCustomer: it provides constant power through to usb to accomadate a camera\nHuman Agent: Okay, and the amperage the USB port has?\nCustomer: dont know.  box said that it will power a camera or any device that uses a usb port like a cell phone \nCustomer: guess i need to know what the end of the cord on the zmodo camera is so i can buy an adapter.  can you tell me what that is called\nHuman Agent: Okay, the documentation for the device should have that information listed somewhere. The reason I ask is that will determine how long of a cable you could use. The camera itself just uses a micro-USB cable. If that has constant power you'd likely be fine to buy a micro-USB cable and connect it there, but you would need an amp per 5 feet of cable. So for example 0-5 feet would take 1 amp, 5-10 would take 2, and so on. \nCustomer: ok  thanks\nHuman Agent: No problem. Anything else I can help you with for now?"]
["Customer: Good afternoon \nCustomer: All of a sudden the time on cameras screen is off by 30 minutes \nHuman Agent: Hi my name is Wendy.  The NVR that the cameras are connected to control the time.  Do you have a monitor/mouse connected to the NVR?\nHuman Agent: The NVR shows offline.  Do you have a ethernet cable running from the back of the NVR to your router?"]
["Customer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Troubleshooting\nCustomer: Hiw can i conect ky camera tô a dvr\nCustomer: 1\nCustomer: Agent\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Why isn’t my Funlux not working?\nHuman Agent: Hi my name is Wendy\nHuman Agent: Camera named grandma shows offline.  is this the camera you are needing help with?"]
["Customer: How do I change my payment information \nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  Your cloud plans are through your Apple subscriptions.  You would want to make sure your Apple subscriptions payment method is up to date."]
["Customer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Agent\n\nCustomer: Need an agent please. \nHuman Agent: How can I assist you?\nCustomer: Huh!"]
["Customer: Why am I still being charged $9.99\nCustomer: Yes this is the3rd time I've canceled \nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  Let me look up your account to see how you subscribed, one moment. \nHuman Agent: Your subscription is going through google for the processor, we are unable to cancel google subscriptions form our end, to cancel the subscription you would go to the play store, click your profile, select subscriptions then tap the subscription and choose cancel. \nHuman Agent: Once canceled successfully it will show an expiring date."]
["Customer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Human Agent: Set up\nHuman Agent: Set up\nHuman Agent: Set up\nHuman Agent: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Set up\nCustomer: Any cell number to call?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. We do not have inbound phone support, but do have callbacks available on request, though that would have to be scheduled for a future date. I'd be happy to help from here as well though. How may I help you?"]
["Customer: I switch Internet and I can’t get back on\nCustomer: Can’t get connected to the Internet\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD."]
["Customer: Troubleshooting\nCustomer: Replay is inaccurate\nCustomer: -1\nCustomer: When i scroll on thw timeline it takes me to random times. I pay for premium subscription and the replay makes it usless.\n\nCustomer: What is support phone contact\nCustomer: Give me the phone number\nCustomer: Agent\nCustomer: Agent\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Set up\nCustomer: Blinking blue led light on camera\nCustomer: The camera won't connect to my network \nCustomer: Blinking green then blinking blue\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  Is this a new camera or one that was previously setup?"]
["Customer: I can't view live through my app.\nCustomer: Can I chat with a real person, please?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up your account, did you start the account with an email or a phone number?"]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: I purchased the 1080 Mini Pro cameras but they cannot be used outdoors. Can I return them and purchase 2 outdoor cameras?\nCustomer: I purchased them from you, and yes I would like assistance with purchasing the outdoor  cameras.\nCustomer: I do not need your assistance setting up a camera, I need to know how to return the ones I purchased.\nHuman Agent: Hello, my name is Grant. The cameras would have a 30 day return for refund policy when purchased new from us. You can go to https://www.zmodo.com/rma/ to fill out the return form if you would like to return the cameras.\nCustomer: What is your return policy? This would be a lot smoother process if there was a telephone service line.\nHuman Agent: You can return the cameras within 30 days of purchase for a refund.\nHuman Agent: You can tap on Schedule Call if you would like to make a callback appointment."]
["Customer: Can I have my money back, please?\nCustomer: Are you able to read the conversation that I just had with the last agent?\nCustomer: I was told to do an RMA, but the Zmodo website is messed up and will not allow it to submit\nCustomer: I have tried multiple times, can I have my money back?\nCustomer: I am not asking about the cloud service, can I talk to an agent?\nCustomer: Agent\nCustomer: Agent\nCustomer: Can I have my money back, please?\n\nThe RMA request does not allow me to submit it, and I now have two broken cameras, this has been a waste of my time and my money\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me review the chat. \nCustomer: Hi Kylie, thank you for your time\n\nI have two cameras that are not working, I was told to do an RMA request, and I did, and every time I submit it, it does not work. Please see the screenshots below to show that I am trying, and at this point, I am frustrated and I want to stop wasting my time with this.  \nCustomer: I have spent so many hours trying to troubleshoot it now I can’t even get the request in for the RMA… This is extremely frustrating and I don’t have time for this, I would like to have my money back. \n\n\nI was willing to cooperate with the RMA, but at this point, I just want a refund\nCustomer: D/static_file/59424f5f0a_1_20250228155241.png\nCustomer: D/static_file/97da017893_1_20250228155249.png\nCustomer: This blank screen is what happens when I submit the RMA request, it just goes blank with no confirmation, and the page just goes in limbo\nCustomer: D/static_file/e6635e6c7b_1_20250228155320.png\nCustomer: D/static_file/0af951b736_1_20250228155327.png\nCustomer: Your screenshot showing that I’m trying, now three times to submit that RMA…\n\nLike I said, I would just like a refund at this point. \nCustomer: I currently use five other cameras of Zmodo and I think they work fine, but these two cameras are broken and I would like to just purchase new ones. \nHuman Agent: Don't put anything in the order number area, that's only used for orders tat go directly through us, but you ordered the cameras through amazon. Can you try to go through the RMA process again, then before you submit it take a screenshot and send it to me, also if you don't attach  photo of the invoice to the RMA it wont allow you to submit it.  You would not qualify for a return for refund as that specific type of refund can only be done 30 days after purchase and its been longer then that so that will not be possible. \nHuman Agent: I jsut checked the RMA area, and it does look like you submitted several RMAs, can you check your email.\nCustomer: D/static_file/78c4246768_1_20250228155822.jpeg\nCustomer: I do not have any emails\nHuman Agent: You may have to check your spam\nCustomer: So you see the ones that I submitted?\nCustomer: D/static_file/bb5b584850_1_20250228155939.png\nCustomer: Nothing in spam\nCustomer: I think something is was wrong with their system. \nLike I said, once I submitted it, it just gave me that white screen. \nSo aside from you telling me that I submitted it, I have no way to know that. \nHuman Agent: Schultzkarista@gmIl.com was one you put on an RMA, which wont give you an email becasue theres a typo. then there was One RMA you submitted with the email karista2004@yahoo.com , try checking that email isntead\nHuman Agent: Nothing is wrong with the system\nCustomer: That makes sense, hang on a second. Let me check the other one.\nHuman Agent: Okay\nCustomer: I haven’t got the yahoo one yet\nCustomer: D/static_file/f940b58edd_1_20250228160335.heic\nCustomer: Sorry, didn’t mean to send that\nCustomer: D/static_file/787f118a30_1_20250228160351.png\nCustomer: I just got this one at the schultzkarista @gmail.com\nCustomer: Are you able to see if both cameras were submitted to that one?\nCustomer: Like I said, I made multiple times, so I apologize for the confusion\nCustomer: Multiple attempts*\nHuman Agent: Perfect! that's the RMA, Keep an eye on that one, I will cancel the other RMAs you submitted so that it does not confuse the RMA team when they review it, Unfortunately they have already left for the day, they end their work day at 4PM central time so the soonest they will get to processing your RMA is on Monday. \nHuman Agent: It looks like actually at 4:02 they were able to process the RMA and give you a  response, you are free to follow the instructions sent you you for the return for the devices and follow the instructions for delivering them to the RMA team\nCustomer: Are you still there?\nHuman Agent: Any other questions before we go?\nHuman Agent: Yes, I replied above.\nCustomer: I do not see your response to my last question\nCustomer: Are you able to see if both cameras were submitted to that one?\nHuman Agent: Okay, I will re send my message. \nCustomer: Nothing came through to Yahoo yet\nCustomer: If you don’t want to help me, please assign a different agent\nHuman Agent: I am assisting you, don't get impatient with me. \nCustomer: I told you that Schultzkarista received an email. \nYou are disregarding my request of seeing if both cameras are listed on there\nHuman Agent: I replied, but youa re unable to see my reply so im trying to send you my message again, theres no need to get impatient.\nCustomer: You have an attitude… I would like a different agent\nHuman Agent: It looks like at 4:02 they were able to process the RMA and give you a  response, you are free to follow the instructions sent you you for the return for the devices and follow the instructions for delivering them to the RMA team.\nHuman Agent: You submitted the RMA for 2 devices.\nHuman Agent: Are there any other questions I can assist you with before we go regarding the RMA process?\nCustomer: Are both devices listed under schultzkarista@gmail.com\n\nOr are they under the incorrect email?\nCustomer: The one email was a typo as you showed me, and I never received anything at the karista2004 email\nCustomer: So I just want make sure that I’m supposed to send both devices back and they have the correct email. \nCustomer: Yes? No?!\nHuman Agent: The RMA you received a message for is the only one that submitted properly I canceled the other 2, it is under the email Schultzkarista@Gmail.com, and that rma is RMA-6B00196087, that RMA you submitted it for both devices so you can follow the directions shown in the email above for the RMA process to continue it and send the 2 cameras back for the replacement. \nCustomer: Ok \nCustomer: If you didn’t tell me that both devices are listed on there, how will I know that?\n\nDoes the email state that anywhere?\nHuman Agent: I said earlier that you submitted it for both devices. \nCustomer: Once our conversation is over, I have no way of knowing that both devices are listed on that RMA, can you show me that so I can screenshot it for future reference, please \nHuman Agent: No, I cannot show you internal screenshots of the system, you did submit the RMA for both devices and I have told you you have that is all that you would need.\nHuman Agent: You can feel free to take a screenshot of this conversation should you need it but unfortunately I cant send you screenshots of the system like that. \nCustomer: Respectfully so, there should be something that shows me I’m sending two devices back. \n\nI submitted an RMA multiple times, as you said that you deleted two of the requests… so how am I supposed to trust that both devices are to be sent back if I don’t have any proof other than your word? And your word will be deleted as soon as this conversation is over.  \n\n\nCustomer: I don’t understand why the RMA would not explain to me that I have two devices that I need to send back. \n\nSome of the RMA’s that I just sent in did not contain two devices since the system wasn’t allowing me to submit it on my end. \nCustomer: So I want to make sure the one that I received contains both\nCustomer: Are you able to ask your boss if there is some type of way that you can send me proof showing that both of my devices are intended to be sent back , and that the RMA did go through correctly\nHuman Agent: You have this conversation, and the email you sent a screenshot above, Chats do remain in our system so should you message us again it will be tied to your account and there will be a log of this conversation alter for any rep in the future to refer to. The RMA just tells you to send back the products you submitted the RMA for because it was approved, it does not have the power to remind you which devices you submitted for the RMA as its an automated message that is not sent by a human. I have told you it was submitted for two devices, and that's all you need to continue and follow through for the process. If you don't wish to do that then the RMA would just expire after 1 month if you don't follow through with the process and you would have to submit another RMA at that time. \nHuman Agent: My supervisor would tell you the same info as what I already have, They also wont be able to send you a screenshot of our internal system, at most they would have the system resend you the same email as you received earlier but that wouldn't change the situation. \nCustomer: OK, I apologize, I appreciate you taking the time to explain this, and confirming that both devices need to be sent back to be under warranty and that they show on the RMA I received  6B00196087\nHuman Agent: Its no problem, yes the RMA RMA-6B00196087 was for 2 devices and is the one that you got an email for and that was approved for the RMA\nCustomer: Sounds good, I appreciate your patience and I’m sorry for getting frustrated earlier. I have spent hours on this, and I just don’t want to send it back and find out there’s more problems.\nHuman Agent: Any other questions I can assist you with before we go?\nCustomer: No, thank you, have a good day and appreciate your help and I appreciate you not giving up on helping me\nHuman Agent: Thanks, have a great day, Farewell"]
["Customer: Set up\nCustomer: One of my cameras is flashing green but will not scan the QR code.\nCustomer: I have tried all of these remedies.\nCustomer: The camera will not get past setup.\nCustomer: The camera is broken and will not work.\nCustomer: The camera powers on and flashes green but will not scan the QR code.\nHuman Agent: Hello, you've reached customer care, my name is Kylie, when you did the setup how did the lights on the camera react? what color were they and did they turn solid at all?\nCustomer: Just flashing green.\nHuman Agent: Okay, are you able to tell me what the Model and ID number of the camera is? it should be on the sticker located on the bottom or back of the camera, with that I can look and see what setup options it has. \nCustomer: Zp-ibh23-w\nHuman Agent: the ID numebr will also be on the sticker and start with a ZMD as well. \n\nHuman Agent: if taking a picture is easier you can do that and send it into the chat if you prefer\nCustomer: Zmd19a4h505749\nHuman Agent: Okay, let me look up this device, One moment\nHuman Agent: It looks like for this camera it may have two options to try for setup, QR code, or Zink. I want to check one thing before we go through the setups though, With this camera would you be able to perhaps swap the power plug of it with one of the ones you got setup, then go through the QR code setup and see if it reacts at all? Sometimes in rare cases if the cord has trouble it can interfere with the setup \nCustomer: I tried that already.\nHuman Agent: Okay, have you tried to go through the Zink setup as well ?\nCustomer: Yes\nHuman Agent: Okay, When you tried both the Zink and the QR code setups did the camera react and flash other colors besides green or turn solid green at any point?\nCustomer: No. No reaction at all. Just flashing green \nHuman Agent: interesting. Do you have an android or an apple phone?\nCustomer: Android. My wife has iPhone but the same reaction.\nHuman Agent: Okay, for your android, do you have the blue light filter mode turned off and is it in \"light\" mode? if it is in \"dark\" mode this can make it Hard for the cameras to make out the qr code properly. \nHuman Agent: Yopu can find these specific setting options typically in the Display area of the phone settings. \nCustomer: It is not in dark mode and I turned the display all the way up.\nHuman Agent: thats good, and the option for blue light filter/eye protection shield is that also turned off for now?\nCustomer: Yes. Blue filter is not being used.\nHuman Agent: Okay, for this camera how far away was it from the router when you tried the setup?\nCustomer: 15 feet.\nCustomer: Direct line of sight \nHuman Agent: is the antenna snuggly installed? its not loose at all correct?\nCustomer: Yes. Tight \nHuman Agent: Theres one thing I can have you try to do, if this does not work and the camera does not react at all then it may be an issue with the camera itself. I would like to try refreshing the phones connection to the network, then once its reconnected try to go back through the QR code setup with the camera and see if it reacts at all. To refresh the phones conenction to the network you would go into the settings, into wifi, select the gear next to the network, click forget at the bottom. After you forget it find it once again on the list and reconnect, then go through the setup, Once you get the QR code generated go to the camera, reboot it first so its fresh and ready and once it flashes green show it the code 8 inches away for 30 seconds.\nHuman Agent: if it does not react at all then try holding it further away at 12 inches for 30 seconds, then if that doesnt react try at 6 inches away for 30 seconds. if it flashed blue at any point hold it steady as its trying to connect the camera with that information. \nHuman Agent: Let me know if you have any trouble along the way. \nCustomer: Ok. I'll try that.\nHuman Agent: Okay.\nCustomer: Ok. I tried all that with no luck. No hint of a blue light.\nHuman Agent: That is unfortunate. How long ago did you purchase this camera?\nCustomer: December of 23\nHuman Agent: Our warranty for the cameras is for a year from the date of purchase, I can send you the RMA forum, you can fill it out to submit the RMA and start the process. \nCustomer: Ok. That would be good \nHuman Agent: If you purchased the camera froma  third party you will need to take a screenshot of the invoice and attatch it to the forum, if you purchased it through us then you can take a screenshot of the order email and attach it and enter the order number or take a picture of the cameras sticker and attatch it and enter in the order number instead.  \nHuman Agent: https://zmodo.com/rma\nHuman Agent: Here is the link to the RMA forum,  Once submitted the RMA team will look over it and respond, sometiems the responses will go to spam so keep an eye out for them, The RMA team has left the warehouse for the day so you will get a response tomorrow at the earliest."]
["Customer: customer care agent please\nCustomer: Hi Grant, I spoke with you a couple of hours ago about the indoor two pack to be returned for the outdoor two pack\nCustomer: Apparently my RMA form did not go through, so Kylie (rep) told me to submit it again and this is what shows up both times,,,\nCustomer: sorry - there was no other way to explain without showing you\nHuman Agent: Okay, and you get that in your browser when you submit the RMA form? You may want to try using a different browser. Or use a different phone, tablet, or computer if you have one available. \nCustomer: still there Grant?\nHuman Agent: Yes, did you get my response? I will send the message again.\nCustomer: ok, it's Google\nHuman Agent: Okay, and you get that in your browser when you submit the RMA form? You may want to try using a different browser. Or use a different phone, tablet, or computer if you have one available. \nCustomer: I'll try - thanks\nHuman Agent: You're welcome.\nCustomer: Grant are you still there?\nCustomer: I tried another browser and get the same page long code stuff\nHuman Agent: Is that after you fill out all of the information and submit the RMA?\nCustomer: hello?\nHuman Agent: Is that after you fill out all of the information and submit the RMA?\nCustomer: customer care\nHuman Agent: You have been connected with a Customer Care agent and I have been responding to you. I will send my response again.\nCustomer: hello\nHuman Agent: Is that after you fill out all of the information and submit the RMA that you get the page? Or is it when you are trying to go to the RMA page?\nCustomer: after I fill it out. Different browser and different device - the same thing happens\nCustomer: thoughts?\nHuman Agent: You have filled out the form completely with all of the required information and attached an image of the order email that you received?\nCustomer: yes, total of 4 images and the form has been completed and attempted 4 times with the same result\nHuman Agent: You can also leave the Invoice # spot blank as that is not required for the RMA.\nCustomer: tried it and the same result\nCustomer: do you want to see pictures of the form I filled out? how can I send you the screen shots and bipass this nonsense?\nCustomer: oh my 3 people so far today - this is a nightmare\nHuman Agent: That's alright, we were able to test and confirm an issue. We'll go ahead and get that reported and can follow up with you via email once it is resolved. Is sdoglb1961@gmail.com good to reach you on when it is fixed?\nCustomer: yes, I'm going to send two pics of the form I filled out 5x\nHuman Agent: That's alright, we were already able to test further and confirm the issue on our end so that is no longer necessary. We're reaching out to our developers to resolve the issue and will reach out to you via email once it is resolved. Is there anything else I can assist you with for now?\nCustomer: D/static_file/f2d2a1a389_1_20241231120442.jpg\nCustomer: sorry - no\nCustomer: D/static_file/74e8df5189_1_20241231120507.jpg\nCustomer: Happy New Year\nHuman Agent: Happy new year to you as well!"]
["Customer: rma issue\nCustomer: i cant submit rma\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. When filing an RMA, you'll want to skip the invoice field, fill out all fields with blue asterisks, and attach an image of your invoice. \nCustomer: ok.. i need to attach the inoive phot?\nHuman Agent: Yes, a picture of the invoice or receipt. If it's an item that was purchased new, it would need to be purchased within the last year and from a verified seller. \nHuman Agent: We will be closing in 9 minutes at 6pm CT. I would be happy to continue to assist you until then, but the chat will close at that time. If you would prefer an email follow up instead, please let me know and provide an email you would like me to reach out on tomorrow. \nHuman Agent: Sorry, I meant Monday, not tomorrow, as we are closed on the weekend."]
["Customer: Set up\nCustomer: My device fell out and I have no service \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Could you elaborate on what you mean by it having fallen out? And are you referring to the doorbell on your account?\nCustomer: Yes\nCustomer: I slammed the door and the doorbell fell off \nHuman Agent: Okay, typically you would have the security screw in to lock it in place and otherwise would have to lift it up from the bracket in order to remove it. Were you able to put it back onto the bracket? If so, did it power back on?\nCustomer: The cover only fell off \nCustomer: No\nHuman Agent: So you're meaning not the whole doorbell fell off, just part? Are you able to send a picture?\n\nCustomer: D/static_file/f243cf696c_1_20241226173422.jpg\nCustomer: I’m checking to see if the internal battery was loosened \nHuman Agent: The picture there seems to be of the bracket only, correct? You should normally be able to put the doorbell back onto the bracket. It would push on, then slide down to be held into place. Then you would typically put in the security screw to prevent others from taking it off by hand. \nCustomer: I’m checking \nHuman Agent: Okay. \nCustomer: Internal battery intact \nHuman Agent: Okay. \nCustomer: I placed it back on and nothing \nCustomer: D/static_file/c3b1aa5ebf_1_20241226174052.jpg\nCustomer: What do I need to do now\nHuman Agent: I would make sure the wires are still getting a good connection and that the doorbell is flush against the bracket. If it's connected well and not powering on, it may have been damaged when it fell. \nCustomer: Can you send me another one?\nCustomer: It probably got damaged. If you send another one could you enclose the security screw\nHuman Agent: We have not produced this device in several years unfortunately so we do not have any we would be able to sell. We do not currently have any doorbell options available. \nCustomer: Can you refund me the unused subscription?\nHuman Agent: Unfortunately subscriptions are non-refundable, though you may transfer any remaining time to another device if you get another before your current service time is up. \nCustomer: No problem thanks for your help take care \nHuman Agent: No problem, have a good evening!"]
["Customer: how do I file warrenty claim\nCustomer: -1\nCustomer: I can't login to your website\nCustomer: agent\nHuman Agent: You can go to https://www.zmodo.com/rma/ to fill out the RMA request form if your camera is under warranty."]
["Customer: 1080p outdoor camera broken stand, instead of sending the entire camera back I would like a replacement stand\nCustomer: 1080p outdoor camera broken stand, instead of sending the entire camera back I would like a replacement stand\nHuman Agent: If you purchased the camera new within the last year, then it would still be covered under warranty. If it is under warranty, then you can fill out the RMA form for a replacement stand. \nHuman Agent: If it is not under warranty, then we sell the stands here https://www.zmodo.com/bracket-for-cameras.html\nCustomer: where can I find the RMA form\nCustomer: I was hoping to get a stand and not have to send the camera back\nHuman Agent: https://www.zmodo.com/rma/"]
["Customer: I need replacement \nHuman Agent: What is it that you need a replacement for?"]
["Customer: Need replacement \nHuman Agent: Could you give me some more information about what you need replaced and what you are looking for?\nCustomer: D/static_file/9bb2b24aae_1_20250128145606.jpg\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/435dedee53_1_20250128145710.jpg\nHuman Agent: You can fill out the RMA form at https://www.zmodo.com/rma/ if it needs to be replaced. I would recommend troubleshooting the camera first to see if we can get it back online without you having to go through the process of returning a camera that is working.\nHuman Agent: Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: It needs replaced\nCustomer: Ive already been through everything else"]
["Customer: Live agent available?\nHuman Agent: How can I assist you?\nCustomer: I have a SHO Camera, and it has always had an issue with power connectivity. I have changed out the power cord with other SHO cords that are working. The issue is where the power connects to the PC board inside the camera. If you \"wiggle\" it just right, sometimes it will connect, other times it wont. My question is can it be repaired or replaced under warranty. Not sure how long I've had, but ordered them through Amazon\nCustomer: It has been inservice less than three months\nHuman Agent: The camera would have a 1 year warranty from the date of purchase.\nCustomer: So, what is the process ( where, who to send to?) to have replaced under warranty?\nHuman Agent: You can fill out the RMA form here https://www.sho-ai.com/rma-form/"]
["Customer: Set up\nCustomer: i purchased a used security camera recever  they delevered it last friday but it doesent work it is worse than the one i have i also have a 1 year waranty on it  but i dont have a return address or a phone number to talk to some one\nCustomer: 1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Was this purchased from our website? What sort of issues are you having with the camera?"]
["Customer: Can you please provide shipping payment? \nCustomer: Agent\nCustomer: Agent\nCustomer: Representative\nCustomer: Is this the computer or a live person?\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: I am a real live person.  How can I help?\nCustomer: Hi Wendy, is there any way that I can have shipping paid for for an RMA request, please\nHuman Agent: Shipping payment? Did you place an order on Zmodo.com?\nCustomer: Yes \nHuman Agent: Did you already create the RMA? what is the RMA number?\nCustomer: Yes, I already created an RMA, they told me the label would be attached, but they only sent me a label with the shipping address. \n\nHuman Agent: I'm checking, one moment\nHuman Agent: RMA # RMA-6B00196087 | RMA Date 2025-02-28 to return ZMD19H3I8D18683  for replacement?\nCustomer: I don’t know why they said they were sending me a label if they only sent an address. \nHuman Agent: We provide prepaid shipping labels for orders within the first 30 days.  It looks like you purchased this camera in April 2024, prepaid shipping labels are not included.\nCustomer: I can’t Confirm the number right at this moment, the agent said it was for two devices, is that what you show?\nHuman Agent: Notes on the RMA: I have two camera cameras that do not work. One camera gives a blurry image and constantly disconnects without reconnecting since the day that I bought it.\nHuman Agent: We provide prepaid shipping labels for orders within the first 30 days.  It looks like you purchased this camera in April 2024, prepaid shipping labels are not included.\nCustomer: How can I guarantee that you will send a replacement? I’ve already spent a lot of money purchasing the cameras, I don’t want to spend money on shipping if the cameras are not going to be replaced.\nHuman Agent: The return tag was included so you would know where to ship the cameras to be replaced.\nHuman Agent: You have the RMA#RMA-6B00196087. The cameras would need to be sent in within 30 days.  After the return is received it is checked in by the RMA department, after they are done testing the camera/s, replacement/s will be sent. Usually the replacement/s are shipped in a few business days or less.\n\nHuman Agent: For your own benefit, we recommend that you use a traceable carrier that can provide you with delivery confirmation to ship your Returned Product back to the location instructed in the RMA authorization. Zmodo shall not be responsible for any loss or damage to the Returned Product caused in transit.\nHuman Agent: If the Returned Product is tested and found to be defective and covered by Zmodo Limited Warranty, Zmodo will ONLY provide free ground shipping for the repaired product or replacement to the contiguous USA destination. If you are outside the contiguous USA, Zmodo reserves the right to charge you with the additional shipping cost and other fees to ship the repaired product or replacement back to you.\n\nIf the Returned Product is tested and found to be non-defective or not covered by Zmodo Limited Warranty by the certified Zmodo RMA technicians, you should be responsible for arranging shipment of the Returned Product from Zmodo to your location.\n\nUnder no circumstance is Zmodo responsible to any customs clearance and/or duty, tax, fees that are enacted by the shipping carriers."]
["Customer: customer service rep please\nCustomer: RMA-5L00195956-RR  \nHuman Agent: How can I assist you with your RMA?\nCustomer: Hi Grant, I spoke with you on Tuesday. I finally received an email with an RMA number and shipping label link. The link however does not work. It resembles the crazy code page again from the other day\nCustomer: You said it was on your end, it appears to be doing the same thing. I tried a different browser and even device.\nHuman Agent: Let me take a look at the RMA.\nHuman Agent: I was able to look up the RMA, let me see if I can get the shipping label or information on it.\nHuman Agent: I can send you an email with the PDF that would have downloaded with that link. Then you will just want to follow the instructions from the RMA department in the email.\nCustomer: ok, I hope it works because the link I was sent pulls up that massive code page\nHuman Agent: I attached the file to the email, so it would not be a link to anything. You can just download the file directly from the email.\nCustomer: got it! thanks man\nHuman Agent: You're welcome."]
["Customer: Hi, we just received one of your cameras in the mail. We did not order it. Is there any way to track where it came from?\nCustomer: contact agent\nHuman Agent: Can you give me more details about the cameras that you received? Do you have the model of the camera and the number of devices?\nCustomer: just one camera\nCustomer: mini pro wifi camera\nCustomer: where do i find the model number?\nHuman Agent: Also, what is the address that the camera was delivered?\nCustomer: 6300 smith avenue baltimore MD 21209\nCustomer: addressed to Basya Rosensaft\nHuman Agent: Thank you. Let me take a look.\nHuman Agent: Alright, and I just want to check some information. That address is your address, correct? I just want to check to be sure that it was not delivered to the wrong address. And I assume that you are not Basya Rosensaft, is that correct?\nCustomer: This is a place of work. Basya Rosensaft works with me but I am not her.\nHuman Agent: Okay, and she did not order the camera?\nCustomer: no she did not and none of us in our office did\nHuman Agent: Thank you. Please give me another couple of minutes to see what we can do.\nHuman Agent: Is there a contact email that we can use to reach you and keep in contact? I do not want to lose contact for any future communication since you are contacting from a Guest account currently.\n\nYou can fill out the RMA form to return the camera. I can also send you all of the return information through that contact email.\nCustomer: Our security team wants me to trash it as a suspicious object.\nCustomer: I need to go to a meeting. you can be in touch at byelc@baisyaakov.net\nCustomer: thank you for your help\nHuman Agent: You're welcome.\nCustomer: I do not see any more messages and I do not see an email from you.\nCustomer: I did get an email about the RMA but not about the origin of the package"]
["Customer: Camera wont power on\nCustomer: Yes\nCustomer: Need rma\nCustomer: Walmart said reach out to you\nCustomer: Agent\nCustomer: Good day\nCustomer: 1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're having trouble with and have you tried it on another cable? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \nCustomer: Yes..tried another power cord already\nCustomer: Zmd14A1DA233245\nCustomer: Or AID\nHuman Agent: Thanks. This camera seems to have been first set up over 6 years ago so it would not be within warranty. When you're plugging the camera in, is it directly into a wall outlet or are you connecting it to any sort of extension cable?\nCustomer: Direct\nHuman Agent: Okay, and if you cover the lens with your hand, does the red night vision light come on at all or do you hear a click at all?\nCustomer: Nothing\nCustomer: And strange because it worked fine when i unplugged it to move\nHuman Agent: Okay, unfortunately if the device is not powering up at all even with another cable and is not within warranty, the only option to replace it would be to purchase another device to replace it."]
["Customer: Customer service rep please?\nCustomer: 1\nHuman Agent: How can I assist you?\nCustomer: Hi, I purchased a two camera set up a few days ago and I received the indoor version instead of the outdoor. My receipt has been deleted by accident and isn't available. I think I used PayPal\nCustomer: hello?\nHuman Agent: You would have been sent an email with the order information. You may want to check your Spam folder if you do not see it in the main inbox.\nHuman Agent: What email address did you use when you placed the order?\nCustomer: It was all accidently erased like I mentioned above\nCustomer: Your company is EP Technology correct?\nCustomer: My Pay Pal has a payment to you guys for $44.59 - the outdoor two camera set was on sale\nCustomer: sdoglb1961@gmail.com\nCustomer: are you with me?\nHuman Agent: I looked up your email in our system. The order that you placed was for the indoor cameras. I can try to resend you the order email so that you can fill out the warranty form if you would like to return the cameras.\nCustomer: ok, I'm pretty sure I clicked on the outdoor ones - but it is what it is - yes, send it and I will see what I can do\nHuman Agent: I sent it. You should be receiving it shortly. If it is not in your main inbox, double check the Spam or Junk folder.\nHuman Agent: Once you get that email you can fill out the RMA form to return or exchange the cameras.\n\nhttps://www.zmodo.com/rma/\nCustomer: I got it, but there is nowhere to start an RMA - is it the link above?\nHuman Agent: My previous message should have the link to the RMA form.\nCustomer: got it, thanks - Happy 2025\nHuman Agent: You're welcome. You have a Happy New Year, too."]
["Customer: I need a replacement micro-USB cord\nHuman Agent: Could I have the Model or Device ID of your camera?\nCustomer: ZH-BFS23NM\nCustomer: that's not right\nCustomer: ZH-IXY2J\nHuman Agent: Thank you. That camera uses a 5V1A power adapter with a micro-USB connector. That is a common adapter that can be found commonly at stores like BestBuy and Walmart or online at Amazon. You can also purchase one from us if you would like to https://www.zmodo.com/5v-1a.html\nCustomer: No No...I just purchased this last week.  It came defective.  I'm not buying another one.  I would like a replacement\nCustomer: A replacement micro-USB cord\nHuman Agent: You mean the power adapter part? The part that has a male micro-USB connector and the other end plugs in to the wall outlet?\nCustomer: yes\nHuman Agent: That is the power adapter for that camera. There is not something else to buy. If the issue with the camera is the power adapter and cable, then you would need a 5V1A power adapter with a micro-USB connector.\nCustomer: the camera works when I use another adapter\nCustomer: the adapter that came with the camera does NOT wrok\nCustomer: I need a replacement power adapter\nHuman Agent: If you purchased the camera new from us in the last year, then you can fill out the warranty form at https://www.zmodo.com/rma/\nCustomer: I tried that\nCustomer: it doesn't work\nCustomer: I press submit and nothing happens\nHuman Agent: What part is not working? It will mark which fields are needed. Did you upload a screenshot of the order information from your purchase of the camera?\nCustomer: wow...this is unbelievable.  I can't believe you are making me do this\nCustomer: never mind.  I won't be purchasing anything from Zmodo again\nHuman Agent: You would need to fill out the warranty form if you want a replacement for a defective device. The alternative would be purchasing a power adapter or using another power adapter if you have them since it is a common power adapter output."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Something else\nCustomer: I just received my zmodo camera but the backplate is damaged\nCustomer: Speak to an agent\nCustomer: D/static_file/10b2c66d3d_1_20241101132949.jpg\nHuman Agent: You can fill out the warranty form https://www.zmodo.com/rma/ to receive a replacement if the camera was purchased new from us in the last year.\nCustomer: Hello I need the backing plate only\nHuman Agent: Yes, you would want to fill out the RMA form.\nCustomer: Ok how long will it take to get the part\nHuman Agent: It usually takes a few business days. If you fill out the form now, it may be reviewed by our RMA department today. Otherwise, it will likely be reviewed Monday. After they look at it, if they need any more information from you, they will contact you by email."]
["Customer: Hello Mira\nCustomer: I opened an RMA incident and was denied\nCustomer: RMA # RMA-6A00196014\nCustomer: I have an Asurion 3yr that i bought thru Amazon\nCustomer: I did and they told me to go back thru you all\nCustomer: I have two cameras that are no longer working\nCustomer: I put all that info in the RMA\nCustomer: These are Zomodo camera that I purchased thru Amazon\nCustomer: Im confused\nCustomer: Yes please\nCustomer: I was looking for a phone number and did not see one\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can or we can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: Speak to someone on the phone\nCustomer: 972-679-4501\nCustomer: Regarding RMA # RMA-6A00196014\nHuman Agent: Okay, one moment first while I look up the RMA. \nCustomer: ok\nHuman Agent: I can see the notes from the RMA team reguarding this RMA. The RMA team reviewed the details and it was declined and it does not qualify for a replacement.\nCustomer: i have 2 Asurion 3yr purchases for the Zmodo cameras i bought in 2022.\nHuman Agent: Nothing the department can do will change this, the reason it was denied for replacement is because it is outside the warranty period. \nCustomer: 114-4434142-2908265\n114-2519061-3719431\nCustomer: eventhough i have an Asurion\nCustomer: I need to understand, please call me\nHuman Agent: If you believe they do still have a waranty I can definately still scedule you so a Supervisor can look up the details further, I myself do not know what Asurion is but you cna discuss that with them. \nHuman Agent: For scheduling I will also need your name, and email as well to attach to the call scheduler. \nCustomer: \nAsurion\nNext steps for your issue\n\nIt looks like your issue may still be covered by the seller or manufacturer; they may be able to assist. Please contact the manufacturer or, if none is listed, the seller and let them know the issue you are having with your product.\n\nRemember, you still have protection through Asurion after the seller's or manufacturer's warranty expires. The manufacturer's coverage and our coverage together ensures that your product is protected for a longer period of time.\n\nCustomer: This is the note i received from them\nCustomer: My name is Carlos Fabela and email is cnmfabela@gmail.com\nHuman Agent: I checked with a sueprvisor about Asurion, Asurion is a third party service and is not us so If you have purchased any warranty's through a them becasue they are a third party you would discuss that with the third party (asurion) \nCustomer: very well. i hope i dont have to be subjected to this any more. thank you for your help.\nHuman Agent: RMAs are only for our own warranty, not for third party's so you would have to handle this with Asurion, I am still happy to schedule you a callback if you would like to have this relayed over the phone to you again by my supervisor but we would not be able to change the RMA and it would continue to be denied because tis outside of our own warranty for this camera. \nCustomer: No thank you.\nHuman Agent: Okay, no problem. If you have any other questions feel free to contact us again should you need it. Have a great day."]
["Customer: Hello. I found a better price on Amazon. What should I do for a price match.\nCustomer: How should I contact them?\nCustomer: How to contact customer service\nCustomer: agent\nCustomer: agent\nHuman Agent: You can purchase the cameras from Amazon if you would like to. We sell the cameras on Amazon as well as our website. Sometimes there are different sales between Amazon and zmodo.com.\nCustomer: How to match the amazon price\nHuman Agent: There is not a price match between zmodo.com and Amazon.\nCustomer: shame on zmodo\nCustomer: Congrats, you just lost another customer!\nHuman Agent: You can buy the camera on Amazon if you would like to. You just buy it there instead of zmodo.com.\nCustomer: I will. How to return the one I just got directly from the manufacturer, aka you?\nHuman Agent: You can fill out the warranty and return form at https://www.zmodo.com/rma/\nCustomer: thanks\nHuman Agent: You're welcome."]
["Customer: The RMA label has a shipping address only. Do you not pay for the shipping in this request? \nCustomer: Can the shipping be covered? \nCustomer: How do I get shipping paid for? \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I check your RMA status. \nCustomer: Hello agent, can you please provide a paid shipping label \nHuman Agent: Unfortunately it would not be eligible for a paid label. You would need to pay the shipping to return the old products to us and we would then be handling the shipping back to you. \nCustomer: Hello"]
["Customer: Set up\nCustomer: It’s not working\nCustomer: -1\nCustomer: When I plug the camera in, there’s a solid green light for about 10 seconds then it start flashing blue but it’s not connected to my app\nCustomer: I have done all of those things and it’s still blinking blue and not connected to my app\nCustomer: I have tried that it doesn’t work\nCustomer: I need a phone number to call so I can talk to you guys\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \nCustomer: Zmd17A8I7204757\nCustomer: Is that the # you needed?\nHuman Agent: Yes, thanks. You said it's just blinking blue? This camera should only blink blue when trying to connect, otherwise would normally be blinking green when ready for setup. \nCustomer: If I plug it in, it’s solid green for about 15 or 20 seconds and then it starts blinking blue\nHuman Agent: And it stays blinking blue endlessly?\nCustomer: Yes\nCustomer: I’ve checked the Wi-Fi. I’ve checked the cord on the camera. I checked the plug-ins and everything else that the help said to do.\nCustomer: None of it is working\nHuman Agent: That is abnormal. It would normally stay mostly blinking green when not connected. Are you sure it's not green rather than blue? If so, is it plugged directly into a wall outlet without any sort of extension cable? \nCustomer: Yes, I’m certain it’s blue and it is plugged into a wall socket\nHuman Agent: If you go to your available wifi networks while next to the camera, do you see a network called ZMD_SAP?\nCustomer: So????\nCustomer: Is it broken or am I doing something wrong?\nHuman Agent: Did you see my last message? I said \"If you go to your available wifi networks while next to the camera, do you see a network called ZMD_SAP?\n\"\nCustomer: Hello?\nCustomer: Yea I’m here\nCustomer: I’ve been waiting for you to respond\nHuman Agent: Yes, I'm still here. Did you see either of my last two messages where I said \"If you go to your available wifi networks while next to the camera, do you see a network called ZMD_SAP?\"\nCustomer: No, I didn’t see that message. I’m doing it now.\nHuman Agent: Okay, thank you. \nCustomer: There is no Wi-Fi with that name\nCustomer: Yes, the camera is on. It’s still blinking blue and there is no Wi-Fi with that name when I check.\nCustomer: 🤷🏻‍♂️\nHuman Agent: Okay, then yes it's seeming as though the camera is not functioning properly. If  it is within warranty (1 year from verified sellers) you may file for an RMA at the bottom of zmodo.com/rma. You would skip the invoice field, fill out the fields with blue asterisks, and attach an image of your invoice. \nCustomer: You there?\nHuman Agent: Yes, I said \"Okay, then yes it's seeming as though the camera is not functioning properly. If  it is within warranty (1 year from verified sellers) you may file for an RMA at the bottom of zmodo.com/rma. You would skip the invoice field, fill out the fields with blue asterisks, and attach an image of your invoice. \"\nCustomer: Ok thank you\nHuman Agent: No problem, is there anything else I can help you with for now?"]
["Customer: Outside cameras are getting moisture inside the lenses \nCustomer: I have two cameras that have moisture damage inside I've had them for Less Than 3 months and they are outdoor cameras\nCustomer: There is water in my outdoor camera \nCustomer: -1\nCustomer: -1\nHuman Agent: Hi my name is Wendy\nHuman Agent: Which camera is getting water inside the lens?  What is the name or ID on the camera?\nHuman Agent: Also please attach a copy of your receipt for the camera.  I can check if it is in warranty with the receipt.\nCustomer: GSG5001C0132528\nGSG5001C0132361\nHuman Agent: Also please attach a copy of your receipt for these 2 cameras (GSG5001C0132528 & GSG5001C0132361).  I can check if they are in warranty with the receipts.\nCustomer: D/static_file/c3217faa9d_1_20241002154831.jpg\nCustomer: I guess it's been just over a year they're probably out of warranty\nHuman Agent: The cameras would unfortunately be out of the 1 year warranty if purchased in Aug 2023.\nCustomer: Do you know why they would be getting moisture damage just because the seals are getting old\nCustomer: The lenses are becoming super foggy due to temperature change\nHuman Agent: I am not sure, this type of camera is rated IP65 and can be used indoors and outdoors\nCustomer: That's what I'm confused by I specifically bought these to withstand outside conditions\nHuman Agent: yes they are IP65 weatherproof and have been tested to work in 14°F-122°F temperatures\nCustomer: Yeah we've never hit temperatures that high or that low\nHuman Agent: Unfortunately the cameras are out of warranty now, \n\nThere is a 2-pack of cameras available on Zmodo.com if you are wanting to purchase replacements:  https://www.zmodo.com/1080p-wireless-security-camera-black-2pack\nCustomer: OK thank you \nHuman Agent: You're welcome"]
["Customer: Set up\nCustomer: Can’t get camera to connect \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Trying to add new device\n\nCustomer: It's not pulling up on my tablet \nCustomer: I'm connected just can't add another device to account from it\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: elmer138613\nCustomer: 1\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: elmer138613\nCustomer: 1\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: elmer138613\nCustomer: 1\nCustomer: Set up\nCustomer: elmer138613\nCustomer: 1\nCustomer: elmer138613\nCustomer: Troubleshooting\nCustomer: 138613\nCustomer: 1\nCustomer: 1\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: elmer138613\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: elmer138613\nHuman Agent: I dont understand what that means, im a real chat rep so can you elaborate?\nCustomer: espańol\nHuman Agent: Le dije: \"Hola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿En qué puedo ayudarte hoy?\" Luego, después de tu último mensaje, dije: \"No entiendo lo que eso significa. Soy un representante de chat real, ¿puedes darme más detalles?\"\nCustomer: no puedo conectar la camara de la casa\nHuman Agent: Ok ¿Es esta una cámara nueva o una que fue configurada previamente? ¿Puede enviarme también el modelo de la cámara y el número de identificación? Esto estará en la etiqueta de la cámara y la identificación comenzará con ZMD.\nCustomer: elmer138613"]
["Customer: Customer service \n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \nCustomer: Do you have access to conversations  from yesterday \n\nHuman Agent: Yes, it looks like you had 4 cameras that were offline, correct? Did you try the Zink setup Wendy suggested?\nCustomer: Yes and no joy\nHuman Agent: No joy? I'm unsure what you mean. If you tried the setup, were you able to get all the way through it in the app or did you get stuck at a particular part?\nCustomer: When asked for wifi network setup stalls\nHuman Agent: Okay, please try again but A) Make sure you remain within 10 feet of the camera the entire setup B) Make sure your phone stays connected to ZMD_SAP and C) turn off your phone's cellular data before trying again. You'll want to leave it off during setup, but then will need to turn it back on once you're all done."]
["Customer: Troubleshooting\nCustomer: Costumer service \nCustomer: Costumer care agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: I just change my WI-FI service and I can't reconnect my cameras again\nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: The problem is that my cameras don't show any light\nHuman Agent: If you cover the lens for a few seconds, do they click or have a red light turn on?\nCustomer: When I cover the lens turn on the red light\nHuman Agent: Okay, if the red light is turning on, that at least tells us there is power. The main indicator light may just be hard to see. If you cup your hands over and look into the lens, you still cannot see a green or blue light?\nCustomer: I see the blue light now on the top \nHuman Agent: Okay, is it flashing or solid?\nCustomer: Solid\nHuman Agent: Okay, that means it is connected to something. That said though, it is offline so it is not getting internet access. Do you still have your old router or an old extender plugged in? If so, please try to unplug them. \nCustomer: Ok let me unplug them i have the router connected\nHuman Agent: Okay. \nCustomer: Okay I just disconnected the router \nCustomer: Now the light its flashing on green\nHuman Agent: Okay, now please follow the setup instructions from before. I'll post them again here. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Thank you so much it works ☺ \nHuman Agent: No problem, glad they're back working for you. Is there anything else I can assist you with for now?\nCustomer: No it's all. Thank you\nHuman Agent: No problem, have a good day! \nCustomer: You too"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Not working \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device to see what setup options it can use, can you send me the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid."]
["Customer: Troubleshooting\nCustomer: Unable to reconnect cameras \nCustomer: I don’t get the zmd sap network to come up\nCustomer: Does not come up!!!\nCustomer: ZMD_SAP Does not appear\nHuman Agent: \nHello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: These are old \nCustomer: No code unfortunately \nHuman Agent: Is it just the 3 on the account already?\nCustomer: Is there not a way I can add the network ZMD_SAP manually?\nCustomer: Yes 3 \nCustomer: I had 4 but one died \nHuman Agent: Tania Garage and Patio set up via the QR code set up not Zink so the ZMD_SAP wont show. Olivia is the only oone that set up via Zink \nHuman Agent: Which one are you working on? \nCustomer: Let’s start with patio\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: Green\nCustomer: Should I try the QR code method ?\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code.\n\nCustomer: Ok let me try \nHuman Agent: Let me know if it works"]
["Customer: Troubleshooting\nCustomer: Talk to agent\nHuman Agent: How can I assist you?\nCustomer: 1hzpidh27w please me how to connect these cames\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: zmd19G1lHC07139 \nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Troubleshooting\nCustomer: How do I switch WiFi \nCustomer: I can’t find WiFi settings\nCustomer: There isn’t a WiFi setting \nCustomer: -1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: Am having trouble getting my cameras to work \nCustomer: How can I change my wifi \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: I have tried everything it's still not connected \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera you are trying to setup or one that was used in the past? can you send me the cameras Model and ID number as well I will lookup info on it. the ID will start with ZMD or GSG on the sticker not the fccid. \n\nCustomer: The model number is ZP-IBH27-W\nCustomer: ZMD1912IHA03737\nHuman Agent: Is this a new camera you are trying to setup or one that was used in the past?\nCustomer: A new one\nCustomer: I just purchased it from Walmart last week\nHuman Agent: Okay, for that camera it may use the QR code or the Zink setup, Can you go through the QR code setup, then at the end of the setup when the QR code generates take a screenshot of it and send it to me to review that its generating properly. \nCustomer: It's not letting me send it \nCustomer: But it's saying make sure WiFi passcode is correct and it's definitely correct \nHuman Agent: It should allow you to attach the photo to the chat, try closing and reopening the app. Let me know if that gives you trouble. \n\nCustomer: Sorry it's not letting me \nHuman Agent: Okay, can you email me the photo at Support@zmodo.com \nHuman Agent: Just let me know once you sent it so I can check the inbox\nHuman Agent: The issue is that the QR code is too small, It should be much larger, can you go into your phones display settings and enlarge it to a normal lever then try the setup again.\nCustomer: Hey now it's now showing a QR code \nHuman Agent: Thats fantastic, now try and show that to the camera, hold it 8 inches away and watch the cameras lights, when they turn a solid blue you can stop holding the code and that will mean the device is online. If it does not turn solid blue after you hold it for 1 minute, watch the lights and tell me hwo they do react to the code (if the light changes what color? and does it only flash or go solid blue/green at any point?)"]
["Customer: Set up\nCustomer: Trying setup my camera. It's says invalid code but it's the one on the camera \nCustomer: I did all of that. It's flashing green \nCustomer: Did that to...\nCustomer: Trying to setup my camera have tried all of your ways \nCustomer: Green. It just keeps saying invalid code. Scanned. Manually. \nCustomer: I've done that.....\nCustomer: Talk to representative \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD24GRH6000552\nHuman Agent: Do you still have the quick guide that came with the camera?\nCustomer: No I've had it for a few years now\nCustomer: D/static_file/1dc762f54b_1_20250123160148.jpg\nHuman Agent: Okay I can send you the QR code you need to start the set up. Do you have another phone to do the set up with so we can continue the chat on this device. If not do you have a computer that can display the QR code if I email it to you. If so what is the best email to send it to? \nCustomer: Sierram089@gmail.com\nHuman Agent: I have sent you the email with the QR Code. Tap the \"+\" icon on the app home screen in the top right. Make sure your camera is powered on and flashing green. Tap Start Installation at the bottom of the screen. Scan the QR code included in this email when prompted by the app. Follow on-screen instructions, input your WiFi password, and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: How do I connect to my wifi\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Need to update wifi information \nCustomer: I can't locate device settings \nHuman Agent: You would need to the QR code setup described in my last message. \nCustomer: D/static_file/699fc55402_1_20250220162941.jpg\nCustomer: Doesn't show a plus in right top corner\nHuman Agent: I apologize, it'll be slightly different than I mentioned. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Go to Devices, then tap Add Device at the bottom of your device list. \n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Ok let me try again\nHuman Agent: Okay."]
["Customer: Troubleshooting\nCustomer: Change Router and now my 6 cameras wont work, keep trying to connect but ZMD_SAP wont show up\nCustomer: -1\nCustomer: Human assistance\nCustomer: Human assistance\nCustomer: Hola \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: There are 6\nHuman Agent: Okay, lets start with the first camera you want to setup.\nCustomer: Let me see how to write it here \nCustomer: #1 - ZMD13DS83272817\nHuman Agent: Okay, can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: #2 - ZMD13E3DA003945\nHuman Agent: Okay, as I mentioned, lets start with one camera.\nCustomer: Hold let me Scan all \nCustomer: Ok\nCustomer: #1\nCustomer: Green\nHuman Agent: Is the light solid green or flashing green?\nCustomer: Now is off\nHuman Agent: If the camera is still plugged in, then there is probably a blue light in the camera. You may need to look at a different angle to see the blue light. It can be harder to see the blue light.\nHuman Agent: Do you still have your old router?\nCustomer: Nop\nCustomer: gone\nHuman Agent: Do you have any Wi-Fi extenders or a mesh network?\nCustomer: Wi-Fi\nHuman Agent: So you have a Wi-Fi extender?\nCustomer: Yes\nHuman Agent: Can you unplug the Wi-Fi extender and leave it unplugged? Then with the extender unplugged look at the light in the camera?\nCustomer: Just a Sec\nCustomer: Done\nCustomer: now blink green for 4-5 sec\nCustomer: and off\nCustomer: nononoono\nCustomer: its blinking for a while \nCustomer: and off\nCustomer: Blink now\nHuman Agent: Could I have the Device ID of the camera that you are looking at right now?\nCustomer: blue \nCustomer: ZMD13DS83272817\nCustomer: ZMD13E3DA003945 THIS\nHuman Agent: Is it the first one or the second one on the camera that you are looking at the light in?\nCustomer: Second ZMD13E3DA003945\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: here\nCustomer: changing to 2.4 \nCustomer: All\nCustomer: haded 5g\nHuman Agent: Alright. The phone will need to be connected to 2.4 GHz network to setup the camera.\nCustomer: Noting happen\nCustomer: hols\nCustomer: Hold to new test\nHuman Agent: When the light in the camera is flashing green, try holding the phone screen close to the camera lens and pulling the phone back.\nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the camera?\nCustomer: Send QR\nCustomer: hold\nHuman Agent: You will make the QR Code in your app.\nCustomer: ???\nCustomer: Trying to send image\nCustomer: wont let me\nHuman Agent: If you are having trouble attaching an image to the chat, then you can email it to support@zmodo.com\nCustomer: https://snipboard.io/dQ7OyT.jpg\nCustomer: here \nHuman Agent: If you are having trouble attaching an image to the chat, then you can email it to support@zmodo.com\nCustomer: https://snipboard.io/dQ7OyT.jpg\nHuman Agent: Can you send it in an email?\nCustomer: OMG\nCustomer: SEE THE EXTENTION \nCustomer: .JPG\nCustomer: JESUS\nHuman Agent: That does not work. That is why I am asking for it in an email. If you cannot email the image, then lets try with a different camera. The first camera you sent the Device ID for will use the Zink setup. Can you take a look at the light in that camera?\nCustomer: Email Send\nHuman Agent: It looks like you are connected to your 5 GHz network. The network ends with 5G. Can you go to your Wi-Fi settings and take a look for a network that has the same name, but without the 5G at the end?\nCustomer: Ohhh\nCustomer: It was renamed \nCustomer: Hold \nCustomer: Found the prob wit net\nHuman Agent: It looks like that camera is online now. So it connected once you were on the 2.4 GHz network. As for the first camera, it will use the Zink setup.\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: For REAL Grant this is Frustating \nCustomer: frustrating \nCustomer: It has Waiting for connetions for a long time now\nCustomer: I will prepare a STATEMENT con social media about this BRAND \nCustomer: For shure!!!!\nHuman Agent: It looks like it setup one of the other cameras that you have plugged in.\nCustomer: BS\nCustomer: you'r Guessing \nHuman Agent: I see three cameras online. One of the cameras uses a Zink setup, and it was offline before. So your phone likely just connected to the ZMD_SAP network from that camera.\nCustomer: BS i dont see my cams on my App\nHuman Agent: It looks like you setup the cameras initially on a phone number account. The phone number ends in 986.\nCustomer: you'r goind from BS to BS to BS all time\nCustomer: My phone is 7898986\nCustomer: YES\nHuman Agent: That is the account the cameras are setup on. So you would want to log in with that phone number. Right now you are logged in with an email address, iamart.bc@gmail.com. So you are logged in to the wrong account.\nCustomer: Thats my email\nCustomer: and my phone\nCustomer: Any system today can much it up \nHuman Agent: Yes, but the Zmodo accounts are different. There is an account that uses your email to log in and another account that uses a phone number to log in. Right now you are logged in with the email address, but the cameras are setup on the account with your phone number.\nCustomer: .................OMG\nCustomer: ok\nCustomer: send link to phone restore pass\nHuman Agent: You can reset the password to your account from the login page of the app. You would tap on Forgot Password. You can also do that through the web app https://user.zmodo.com/changepwd\nCustomer: Here \nCustomer: theres a problem to accesss\nCustomer: https://snipboard.io/WuQN5G.jpg\nCustomer: NO code recived on my phone\nCustomer: JESUS CHRIST --- REALY \nCustomer: This is Support FOR YOU?\nCustomer: hold 2 min need to answer the door \nHuman Agent: It is probably because you did not put an area code on your phone number. If you do not know the password to your account, then I can remove the cameras from the account and you can try to add them to your email address account with a LAN Search in the app.\nCustomer: i did\nHuman Agent: The phone number that you used when you created the account is \"7898986\". That does not have an area code.\nCustomer: No cde has send\nCustomer: my Phone is 809 7898986 \nCustomer: i'm in the dominican republic\nCustomer: 18097898986\nCustomer: you can call me if you what\nHuman Agent: That is fine, but the account does not have the area code. So if you put in the area code, it would not send a code to reset the password because the account does not have an area code on it.\nHuman Agent: I have removed the cameras from the account. You can do a LAN Search in your app to connect the cameras that you already setup to your current account.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nHuman Agent: If you want a callback, then you can tap on Schedule Call to make a callback appointment.\nHuman Agent: If you want a callback, then you can tap on Schedule Call to make a callback appointment.\nCustomer: https://snipboard.io/oP3sEn.jpg\nCustomer: NO CODE has arive\nCustomer: Arrive\nHuman Agent: Did you receive my previous messages? I said that because you were not able to reset the password, I removed the devices from the phone number account so that you can connect them to the account you are logged in to.\nHuman Agent: You can do a LAN Search in your app to connect the cameras that you already setup to your current account.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: It's NOT my end Problem\nCustomer: It's YOU!!!\nCustomer: Uppppps\nCustomer: a number is wrong\nCustomer: Hold\nHuman Agent: You had a typo in your phone number?\nCustomer: DONEEEE\nCustomer: i'm log with my number\nCustomer: Now what i do?\nHuman Agent: Okay, since you were able to log in with your phone number after fixing the issue you had with the password reset, I will add the cameras back to the account since I removed them when you said before you were not able to reset the password.\nHuman Agent: You may just want to refresh or restart the app and there should be four cameras on the account. Three of the cameras are online.\nCustomer: ?????????\nHuman Agent: Are you receiving my messages? I sent two messages after you said you got logged in with your phone number after fixing the incorrect number. I will send the messages again.\nHuman Agent: Okay, since you were able to log in with your phone number after fixing the issue you had with the password reset, I will add the cameras back to the account since I removed them when you said before you were not able to reset the password.\nHuman Agent: You may just want to refresh or restart the app and there should be four cameras on the account. Three of the cameras are online.\nCustomer: Grant\nCustomer: ...\nHuman Agent: Are you receiving my messages? I sent two messages after you said you got logged in with your phone number after fixing the incorrect number. I will send the messages again.\nHuman Agent: Okay, since you were able to log in with your phone number after fixing the issue you had with the password reset, I will add the cameras back to the account since I removed them when you said before you were not able to reset the password.\nHuman Agent: You may just want to refresh or restart the app and there should be four cameras on the account. Three of the cameras are online.\nCustomer: Hello\nCustomer: Need\nCustomer: attention\nHuman Agent: Are you receiving my messages? I have been responding to you every time you send messages. Please let me know if you are seeing my messages.\nHuman Agent: I replied to the email that you sent since you do not seem to be receiving messages here in the Live Chat support."]
["Customer: I changed Internet servers and now my camera won’t work\nCustomer: It’s been six years. I don’t remember how to set up.\nCustomer: I need instructions to set up\nCustomer: I need help setting up!\nCustomer: Camera has no color \nCustomer: It’s flashing blue\nCustomer: Customer service number\nCustomer: Agent\nCustomer: I switched from AT&T to charter and now I can’t get my camera to work. I don’t know how to put the Wi-Fi password in.\nCustomer: It’s now flashing green\nHuman Agent: Hello, you've reached customer care, my name is Kylie. to reconnect the cameras you would go through the setup, one moment while I look up your account to see what setup the cameras would use. \nHuman Agent: On this account there is only one camera offline which is the doorbell,  it uses the QR code setup. Are you familiar with that setup?"]
["Customer: what's the password for zmd\nCustomer: i'm trying to reconnect one of my cameras I need the password to the camera network\nCustomer: right and I need that password to the ZMDSAP\nCustomer: then get me to a live agent\nCustomer: I purchased a camera from Amazon it was bad so I got rid of the camera and now I'm trying to reconnect I'm trying to reboot it but I need the password to the ZMD_SAP\nCustomer: i'm a disabled person I've been a customer for a long time\nCustomer: when I say get rid of the camera you know where you can live forget what it's called reset the camera whatever\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It sounds like you may have some confusion on the setup. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: right it's on the outside hanging on my house right now I have to use the one arm and one leg I guess we should try to do this tomorrow wouldn't you think\nCustomer: I remember when you were a great company we used to be able to speak to you\nHuman Agent: I see ZMD18DJIH800571 was previously on your account, is that the one you mean?\nCustomer: it was the one called Uno\nHuman Agent: Calls are still possible on request, though we're outside of our callback hours for the day. \nCustomer: it was a camera called Uno it's the only one that's not on my activation right now\nHuman Agent: I don't know the previous names of the cameras, but if it's the one you deleted from the account, this should be it. One moment and I'll check it's set up options. \nCustomer: I used to have five now I've got four\nCustomer: he keeps telling me Zmodo wants to join Wi-Fi network ZMD_SAP\nCustomer: then schedule me a call back for tomorrow anytime after nine mountain time\nCustomer: can you do that Dylan\nCustomer: I don't type I speak\nHuman Agent: Okay, this one can use Zink or QR setup. I would generally recommend QR setup if possible, but if you'd prefer to do Zink, I'll post the instructions for it below. ZMD_SAP does not have a password though so you do not need a password to connect to ZMD_SAP. \n\nIn order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\nHuman Agent: If you'd like to schedule a callback for tomorrow, you may do so via this schedule a call button. You'll need to type your phone number into the form without any spaces, dashes, or parentheses. So just in the format of XXXXXXXXXX. \nCustomer: OK if I don't need a password then why is it asking for one\nHuman Agent: Can you send me a screenshot of where it is asking for a password? The ZMD_SAP network does not ask for any passwords, though the setup will later ask you to input your own wifi information which would require your own wifi network's name and password. Is that what you're referring to?"]
["Customer: Set up\nCustomer: Cannot connect to zmodo, easy cam. It says it is not picking up AP_Zmd_sap\nCustomer: It will not connect to z m d network\nCustomer: When it connects to z and d, it's looking for ap_Z m d\nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like your having trouble with the setup, first in order to better assist you I will need to look up the device, can you send me all the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid."]
["Customer: I got a new Wi-Fi motom and now my cameras won’t connect \nCustomer: Set up\nCustomer: Can someone please call me\nCustomer: I can’t get my cameras to connect\nCustomer: How do I reconfigure to the new wifi? \nCustomer: I tried to reconnect to new wifi and it’s not working \nCustomer: Can I speak to a live agent pleae\nCustomer: Hi\nCustomer: Can someone please give me a call at (832) 339-1578 \nHuman Agent: Hello, you've reached customer care, my name is Kylie.  All of the cameras on your account use the setup called QR code, to reconnect them to the network you would go through that setup with the cameras to get them back online, what I would personally recommend you to do is jsut before you start the setup, unplug and plug in (reboot) each camera, this makes them more sensitive to the setup but also when one camera does come online they are more likely to bring mulktiple online if they are nearby\nCustomer: I’ve tried that several times and it didn’t work \nHuman Agent: We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\nCustomer: I can try thru chat for now\nCustomer: Should I delete all my cameras first and then try to install again? \nHuman Agent: Okay, can you go through the QR code setup, then at the end when the QR code generates take a screenshot and send that to me, I will check the code to make sure that its not generating improperly that may cause the camera not to be able to read it.\nHuman Agent: No you don't have to delete the cameras to do the setup that's never necessary. \nCustomer: D/static_file/3ff935242a_1_20250226095213.png\nCustomer: Is there another way I can connect ? \nHuman Agent: It looks like the gode is generating properly, however the issue is that you may be trying to set the cmaeras up to a 5GHZ only network which does not work for the cameras,  can you check and see if you have another network that is a 2.4GHZ network and switch to that network?\nHuman Agent: No, the cameras on your account only use the QR code setup.\nCustomer: I don’t have a 2.4 it wasn’t working when they set up my new motom so they delete it. So the cameras won’t work unless I use 2.4? \nHuman Agent: That is correct, the cameras will not work on a 5GHZ only network, the network has to be either a Duel network with the 5.0GHZ and the 2.4GHZ together, or be only 2.4GHZ. Without the 2.4GHZ network the cameras wont connect, it will try but fail every time as that network wavelength (5.0GHZ) is not compatible with the cameras. \nCustomer: Okay thank you \nHuman Agent: Thank you as well. I woudl advise for yout o contact your ISP if your rotuer is through them for assistance getting the 2.4GHZ network coming from the router again, once that is functioning then you will be able to do the setup once again.\nHuman Agent: Any other questions before we go?"]
["Customer: Set up\nCustomer: I changed my router and can’t remember how to reconnect the cameras to the router \nHuman Agent: Hi my name is Wendy.  You would need to connect the NVR to your new router with an ethernet cable"]
["Customer: I have four new cameras that your support helped me to get on line, but now all four cameras are on and showing solid blue but I cannot see them in the app, nor can the app find them. \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I have 4 new cameras that Kylie H helped me get on line yesterday. The numbers are:\n\nZMD13HADA\n 204843\n204947\n208153\n208155\n\nModel ZP-lBH15-W\n\nHuman Agent: Okay, it looks like you may have deleted them from your account. I can try to sync and restart them and then you can try to search for them. Are you there with the cameras at this time?\nCustomer: I am here with the cameras now, within 10’ of a mesh router. \nThe cameras are showing solid blue but have never shown on the App. Also none of my other 9cameras on line are showing. Any assistance is appreciated. \nHuman Agent: You do not see any cameras on your account?\nCustomer: My regular (old) cameras are on line and I see live images now. I still don’t see the new ones but I hear them cycling next to me. \nCustomer: I will check again. \nHuman Agent: You can try the LAN Search process now. \n\nMake sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: Still not seeing ANY cameras on line, not even the ones visible. \nHuman Agent: What does it say on the app when you do the LAN Search?\nCustomer: No existing devices found on this LAN\nCustomer: Not even the ones I can see. \nHuman Agent: It is not going to show the cameras that are already on your account.\nHuman Agent: Can you unplug the four cameras and leave them unplugged? I will try to add them manually through our system.\nCustomer: Ok, thanks for that had me worried that all my cameras were on my neighbors system, if he has one. \nCustomer: Sure doing it now\nCustomer: They are off\nHuman Agent: Alright, let me take a look.\nHuman Agent: The cameras have been added back to your account.\nCustomer: Thank you, should I power them up now?\nHuman Agent: Yes, you can. The cameras are setup on your account now.\nCustomer: I appreciate your help and that of Kylie (?) yesterday. I have spent several days trying to \nCustomer: Get them on line \nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: I moved and need to set up devices to new location \nCustomer: It keep saying not connected \nHuman Agent: Hello, you've reached customer care. My name is Grant. You will need to setup the cameras with the initial setup method to connect to a new Wi-Fi network. The four cameras on your account will use the QR Code setup method.\nCustomer: It’s not blue the internet is new so it would be a complete new setup can you give me instructions on how to setup device\nHuman Agent: Are you using the Smartz Eaze app or the Zmodo app?\nCustomer: I was on the Zmodo app originally but when I went on it said to update to Smartz so that’s what I did \nHuman Agent: It does not matter which app you are using. The beginning of the setup is just slightly different depending on which app you are using.\nHuman Agent: Open the Smartz Eaze app and tap on Devices. Tap on Add Device. Follow the instructions in the app and it will ask for your Wi-Fi password. You will get a QR Code on your phone screen and you will want to show it to the Zmodo camera. Hold the phone screen close to the camera and pull it back to 8-10 inches.\nCustomer: Smartz is what I’m texting you on so we can continue with that one so we don’t loose connection \nCustomer: It’s not scanning the qr code\nHuman Agent: It looks like one of the cameras on your account is online. What light do you see in the camera?\nCustomer: Blue\nHuman Agent: If it is a solid blue, then that means that it read the QR Code and is connected to your Wi-Fi network.\nCustomer: Yes it’s solid blue but it’s telling me connection has times out and try again\nHuman Agent: You do not need to worry about what it says on the app. What matters is the light in the camera. The camera is connected."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Representative \nCustomer: Hello I can’t get the camara to link to my account \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: It scan the QU and ligth chage to bluee blinking\nCustomer: But that is it don’t work \nCustomer: Yea\nCustomer: D/static_file/f12f9db8ec_1_20250221133920.jpeg\nCustomer: D/static_file/7a8c126586_1_20250221134012.jpeg\nHuman Agent: Alright, can you power the camera off, power it back on, and tell me what light you see on the camera as it reboots?\nCustomer: Green blinkkng\nCustomer: D/static_file/31245d6db9_1_20250221134107.jpeg\nCustomer: After I scan the Q Code it change to Blue Blinking and After that Nothing else happened \nHuman Agent: Okay, so if it changes to flashing blue, that means that the camera is reading the QR Code. Can you send a screenshot of the QR Code that you are showing to the camera?\nCustomer: Ok hold on\nCustomer: D/static_file/91e47113cb_1_20250221134341.png\nHuman Agent: You can go to your Wi-Fi settings and make sure that the network you are connected to is your 2.4 GHz network. When you are connected to your 2.4 GHz network, then you can tap on the settings button next to the network name and tap on Forget this network. That will disconnect you from the network and it will show up in the list of available networks. You can tap on the network and enter the Wi-Fi password to reconnect.\nCustomer: Ok \nCustomer: Done\nCustomer: What next\nHuman Agent: Okay, you are connected to your 2.4 GHz network and then forgot it and reconnected with your Wi-Fi password?\nCustomer: Yes\nHuman Agent: Then you can do the QR Code setup again. When you are entering your Wi-Fi password to the app, make sure it shows the name of your 2.4 GHz network above your password. You can also tap on the eye icon to see the password and be sure that it is correct and there are no typos.\nCustomer: Ok let see\nCustomer: Ok Done \nCustomer: Thanks all Done \nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: The camera cannot read the QR code \nCustomer: Blinking green\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you are trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: 14gse2290926\nHuman Agent: Thanks. Please hold in the pinhole reset on the back of this camera until it restarts, then follow the instructions below. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Camera not working \nCustomer: It is not coming on\nCustomer: Did not help \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera or a camera that was previously used?"]
["Customer: Troubleshooting\nCustomer: Camera reset not working, I need it reset\nCustomer: Support phone number\nCustomer: Agent\nCustomer: Agent\nCustomer: Okay thank you\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd14g2da208099\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Steady green on initial plug in\nCustomer: Now flashing blue\nHuman Agent: Okay, watch the light as it will change from the blinking blue. It will change to either a solid blue or a flashing green. If it changes to flashing green, it may only change briefly before going back to flashing blue, so watch the light closely and let me know when it changes.\nCustomer: Now flashing green. Goes between flashing green to flashing blue.\nCustomer: Currently flashing blue \nHuman Agent: Okay, that means that it is ready for setup. To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: How will I know if it’s successful?\nHuman Agent: The light in the camera will change to a solid blue light when it is connected to your Wi-Fi network.\nCustomer: Ah okay, looks like that worked. Thank you!\nHuman Agent: You're welcome.\nCustomer: So this version will req. the QR code\nHuman Agent: Yes, that camera uses the QR Code setup.\nCustomer: I have 2 types so now I know which one is which. Thanks again, appreciate it!\nHuman Agent: You're welcome. Is there anything else that I can assist you with today?"]
["Customer: Troubleshooting\nCustomer: My home camera did not connect with my cell app.\nCustomer: How to check the internet connection?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you trying to set up the 3 cameras on your account currently? If so, you may follow the instructions below. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Still neechelp\nHuman Agent: Okay, did you see my last message?\nCustomer: Yes\nHuman Agent: Okay, were those the 3 cameras you were trying to set up? If so, were you able to get the QR code screenshot I mentioned?"]
["Customer: Phone won’t scan QR code\nCustomer: I’ve had this problem when Ifirst connected to camera please tell me how to type in manually \nCustomer: There is no + at top right\nCustomer: I’m trying to reprogram camera as it has lost connection so I’m trying tore add it\nCustomer: Yes but still can’t scan we code with phone might be to old \nHuman Agent: Hello, my name is Grant. The phone does not scan a QR Code. You will make a QR Code on your phone screen and show it to the Zmodo camera. You can tap on Devices and then tap on Add Device. Follow the instructions on the screen and it will ask for your Wi-Fi password. When you enter that it will make the QR Code on your phone screen. Then you will show the QR Code to the Zmodo camera when the light in the camera is flashing green.\nCustomer: Can’t scan QR code with old phone. Please tell me how to type in manually \nHuman Agent: Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: It’s green. I have gone through all of your steps. I have removed camera and plugged in by router to add device as a new one. Had problems scanning QR Code before ended up typing manually \nHuman Agent: Is the light a solid green or a flashing green?\nCustomer: Flashing\nHuman Agent: Could you send a screenshot of the QR Code that you get on your phone screen?\nHuman Agent: The code that you are showing to the Zmodo camera.\nCustomer: D/static_file/09beb89738_1_20241209111435.jpeg\nHuman Agent: That is the barcode on the camera. You use the app to make a QR Code on your phone screen.\nCustomer: ?\nHuman Agent: So, if you follow the instructions that I sent, you will use the app to get a QR Code on your phone screen that you need to show to the Zmodo camera. What do you see on your phone screen when you open the app?\nCustomer: D/static_file/7f527de54a_1_20241209112007.png\nHuman Agent: You can tap on Devices and then tap on Add Device. Follow the instructions on the screen and it will ask for your Wi-Fi password. When you enter that it will make the QR Code on your phone screen. Then you will show the QR Code to the Zmodo camera when the light in the camera is flashing green.\nCustomer: Camera while pointing at QR code don’t seem to be doing anything \nHuman Agent: Can you hold the phone screen close to the Zmodo camera lens and slowly pull it back to 8-10 inches? Watch the light closely and let me know if it changes from the flashing green.\nCustomer: Yes I get to the scan QR code and that’s it\nHuman Agent: Could you also send a screenshot of the QR Code on your phone screen that you are showing to the Zmodo camera?\nCustomer: Yahoo It is blinking blue \nHuman Agent: That means the camera read the QR Code.\nCustomer: Now back to green \nHuman Agent: Could you send a screenshot of the QR Code on your phone screen that you are showing to the Zmodo camera?\nCustomer: D/static_file/dcaa216770_1_20241209112902.png\nHuman Agent: First, can you go to your Wi-Fi settings and make sure that your phone is connected to your 2.4 GHz network? If it is connected to your 5 GHz network, then connect to your 2.4 Ghz network. Once you are connected to your 2.4 GHz network (or if you are already connected to it) then tap on the settings next to the network. Then tap on Forget to forget the network. That will disconnect you from the network and it will show up in the list of available networks. You can tap on it and enter the Wi-Fi password to reconnect to the network.\nHuman Agent: Is the antenna screwed in securely to the camera, as well?\nCustomer: It seems I have forgotten my router password. The camera has clicked and went flashing red   Back to flashing green now\nHuman Agent: Okay, you will need the Wi-Fi password to connect the camera to your Wi-Fi network. That is why the camera changed back to a flashing green after it flashed blue. It was not able to connect because the password was not correct.\nCustomer: Just got it. I will try process with right password sorry \nCustomer: Scanned QRcode have a blue light but phone won’t go to the next screen \nHuman Agent: The camera is online. A solid blue light means the camera is connected.\nCustomer: It’s working. Thank you so much \nHuman Agent: You're welcome.\nCustomer: The correct password does help. Thak you again \nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: How to I change WiFi my cameras are hooked up to \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: One of my cameras is not working the others are it keeps saying it has timed out I unplugged and replugged it's flashing green do I need to delete and set up again?\nCustomer: Camera is flashing green is it ready to set up?\nHuman Agent: Hello, my name is Grant. If the light is just flashing green, then that means it is not connected and you would use the initial setup method to connect the camera to your Wi-Fi network."]
["Customer: Hi I bought a house with Zmodo cameras. I’m trying to connect the cameras to my phone but I don’t know how to connect them\nCustomer: Okay hold on let me try to connect the cameras to the new WiFi network\nCustomer: I think I need to call you\nCustomer: Can I call\nCustomer: I’m struggling with setting up my cameras and connecting them to my phone\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\nCustomer: I would like to schedule a call with a representative \nHuman Agent: Okay I sent you the call scheduler for you to do that, let me know if you have any trouble submitting a callback or not."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: agent\nCustomer: agent\nCustomer: 1\nCustomer: Hi Kylie\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  How can I assist you today?\nCustomer: do you have history of my previus chats?\nCustomer: just to save some time\nHuman Agent: I will have to look them up, one moment\nCustomer: thx\nHuman Agent: Okay i think im all caught up. Did you try to do the Zink setup again like the previous rep recommended? if so what happened?\nCustomer: I tried and same results\nCustomer: I tried more than once\nHuman Agent: so when you went through the Zink setup with the camera you got to the SSID/wifi name and password page and after entering that in it still did not continue forward?\nCustomer: correct\nHuman Agent: Okay, did you turn off the cellular/mobile data?\nCustomer: yes\nCustomer: if you like, I can start from zero and follow your instructions again\nCustomer: all cameras are blinking green\nHuman Agent: Okay, here's some more things you can do is Forget your homes network so it does not switch from the ZMD_SAP network to that. Then also forget the ZMD_SAP network and reconnect to that network to refresh the phones connection to it then try the setup again.  I also recommend before you do this unplug all the cameras but one so you can do this one by one, it could be your connecting to another cameras ZMD_SAP network and its too far away. \nCustomer: ok, I try that\nHuman Agent: I will send you the Zink directions for you to try, if the caemra has been plugged in for a while I also recommend rebooting it before you go through the setup. \nCustomer: ok\nHuman Agent: 1.Check Network Compatibility:\n\nEnsure that the W-iFi network you want to connect the camera/s to, is operating on the 2.4GHz frequency.\n\n\n\n2.Access Zink Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the Zink option.\n\n\n\n3.Initiate Installation:\n\nEnter the number of devices you are trying to set up, tap on the check mark or next.\n\n\n\n4.Connecting to the ZMD_SAP\n\nTap on \"Tap Here to begin set up\" follow the onscreen instructions. The phone may warn you this network has no internet.\n\n\n\n5.Wi-Fi Password Entry:\n\nThe app will prompt you to select or enter your Wi-Fi name (SSID) and enter the Wi-Fi password. Remember the Wi-Fi and password are case sensitive.\n\n\nHuman Agent: Here are the basic instructions for the setup. \nCustomer: ok\nHuman Agent: follow the directions I sent first then go through the setup, if it fails again reconnect to your wifi then let me know, \nCustomer: ok\nHuman Agent: Okay\nCustomer: yes\nHuman Agent: still going through the setup?\nCustomer: yes\nHuman Agent: Okay\nCustomer: yes\nHuman Agent: Having trouble with the setup?\nCustomer: yes\nHuman Agent: what area are you getting stuck on?\nCustomer: after connecting to ZMD SAP, does not show any wifi network to connect to\nCustomer: I entered it manually, but still not going to next step\nHuman Agent: Okay, did you unplug all the cameras except one and did you reboot this one?\nCustomer: yes\nCustomer: just one plugged and very near to the router and zmodo nvr\nHuman Agent: Okay, did you also forget the ZMD_SAP network then reconnect to it?\nCustomer: yes, at the beginnign\nHuman Agent: Okay, Can you double check for me that your phones celular data/mobile data is still off as well\nCustomer: I didn´t do that\nHuman Agent: if it is and your still having trouble with the setup moving forward then it may be something with this device you are trying the setup with where its just not letting you go through it properly. If that's the case you would want to try the setup from another mobile device such as another phone or tablet instead. \nCustomer: ok. I'll try that.   but my cell was connected to the cameras until I changes the internet provider\nCustomer: now I've got next step.  showing an antenna. it says: awaiting connection\nHuman Agent: Okay great watch the lights on the caerma, let me know how they react\nCustomer: still blinking green\nCustomer: and time exhosted says my cell\nHuman Agent: Okay, the caemra may not have picked up the signal sent to it. Try the setup again.\nCustomer: I.mtrying again\nHuman Agent: Okay\nCustomer: Same thing.... \nHuman Agent: So you got to the end of the setup, then the camera still only flashed green?\nCustomer: didn´t workl"]
["Customer: Troubleshooting\nCustomer: I changed wi-fi companies and now my Zmodo cameras doesn't work.  I tried to reset them with no luck\nCustomer: Question, my cameras were sent from my old phone to my new one does that make a difference\nCustomer: Can I do that on line or does it have to be done thru the phone?  We tried that method (a representative of a security company tried it) and it didn't work.  He said I needed to contact Zmodo and have you to go in and remove the old internet and then I could reset it\nCustomer: I thought I was talking to Zmodo\nCustomer: I am confused.  I am currently a Zmodo user and have a zmodo account (Had to sign into it to get the chat) do I need to contact them or not\nCustomer: Where do I go in the app to reset my wifi\nCustomer: If I call them would they be able to help me.\nCustomer: Do you have a phone number that I can reach them at\nCustomer: Agent\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Give me a minute to go get it\nCustomer: I have several cameras but one of them is ZMD126415222656\nHuman Agent: There is not a camera with that Device ID. Can you try sending it again or send a picture of it? You can also send the Device ID for another camera.\nCustomer: Third number may be a G making it ZMD12G415222656\nHuman Agent: Alright, that camera will use the Zink setup to connect to your Wi-Fi network. However, that camera is setup on another account. The camera is setup on a phone number account, *******433.\nCustomer: 2103824433\nCustomer: That is my phone number\nHuman Agent: Then you would want to log out of the account you are currently logged in with. Then log in with the phone number. When you are logged in to the account, you can setup the camera with the Zink setup.\nCustomer: We tired setting it up using Zink and was unsuccessfully.  Had a rep from a security company try it.  He said that the old wi=fi needed to be removed so the new one added. And a rep from Zmodo would most likley have to do that\nHuman Agent: The rep from the security company is not correct. What light do you see on the camera?\nCustomer: Solid blue\nHuman Agent: That means it is connected to a Wi-Fi network. Do you still have your old router or any Wi-Fi extenders?\nCustomer: I have my router but it is not connected and I believe I have a Wi-fi extender\nHuman Agent: Okay, if you still have your old router, then can you double check it and make sure it is not connected to power? Even if it is not connected to the internet, if it is powered on, then it would still be making the old Wi-Fi network.\nCustomer: Do I need to connect my Wi-fi extender as well\nHuman Agent: If it is an old Wi-Fi extender that is not setup on the new router, then yes, you may want to unplug that, as well.\nCustomer: Give me just a min to go do that\nCustomer: I disconnect my old wi-fi.  Now the cameras are flashing green\nHuman Agent: Good, then you will want to do the setup to connect the cameras to the new network.\nCustomer: I can not find directions for the cameras.  Would it be possible for you to send them to me\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home Wi-Fi network name (SSID) and Wi-Fi password. Afterwards, you will need to connect your phone back to your home Wi-Fi network to access the camera.\nCustomer: Can you email me those instructions?  Can I connect with my desktop laptop\nHuman Agent: You would need to connect it through the app on your phone or tablet.\nHuman Agent: What email do you want me to send the Zink setup instructions to?\nCustomer: jds10124@yahoo.com\nHuman Agent: Alright, I sent an email with Zink setup instructions.\nCustomer: Do I need to delete them or just reset them?  Once I do one of them will I have to redo them all?\nHuman Agent: You would not need to delete them. You would likely need to setup each camera.\nCustomer: Thank you.  You have been very helpful.  I will try the cameras and hopefully I can get them set up\nHuman Agent: You're welcome.\nCustomer: Have a great rest of you\nCustomer: I meant Have a great rest of your day\nHuman Agent: Thank you. You have a good day, too."]
["Customer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device to see what setup options are possible, can you send me all the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid. \n\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device to see what setup options are possible, can you send me all the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid."]
["Customer: Agent \nHuman Agent: How can I assist you?\nCustomer: We got new internet providers so I had to change all the cameras to the new Wi-Fi. I could not figure it out so I started removing the devices. I remove one camera and then figured it out but I cannot get the camera I removed back onto the added device. It shows that is connected to our Wi-Fi but it does not show inside the app\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Okay I will contact you once I get back home\nHuman Agent: If the light on the camera is solid blue, then you can try a LAN Search in the app.\n\nMake sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nHuman Agent: If that does not work, then please contact us when you are with the camera and we can look it up."]
["Customer: How do I switch internet on devices? Cant seem to figure it out\nHuman Agent: Hello, my name is Grant. To set up the cameras on your account to a new Wi-Fi network, you will use the QR code method. \n\nOpen the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Set up\nCustomer: Assistant \nCustomer: How to connect my NVR \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a New NVR or one you have used previously?\nCustomer: New\nHuman Agent: Okay, you will need to plug the NVR into power then into the router, after that if you are able to give me the NVRs ID number then I can look up the device and add it for you onto the account as long as its not on another account. \nHuman Agent: the ID will be on a sticker located on the bottom of the NVR, it wills tart with ZMD, 14, or 14. It is not the FCCID number."]
["Customer: Hello\nCustomer: Can you help me to reset camera back to manufacture set\nCustomer: My camera have a solid blue light but I could not find in my app\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD16LGI7513604\nHuman Agent: Thank you. Let me take a look.\nHuman Agent: It looks like the camera is already connected to a Wi-Fi network and is online. So you will want to try to add it to the account with a LAN Search in the app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: I did that but still , I’ll try again"]
["Customer: Still don’t see ZMD_SAP\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera you are trying to setup?  or is it one you previously used you are trying to reconnect?"]
["Customer: Español\nHuman Agent: Hola, se ha comunicado con atención al cliente. Habla Marcela. ¿En qué puedo ayudarle?\nCustomer: Dónde puedo cambiar el wifi\nHuman Agent: Deberá configurar las cámaras como si fueran dispositivos nuevos. ¿Podría indicarme el ID del dispositivo de la cámara con la que está trabajando? Debe comenzar con ZMD y debe estar en una etiqueta blanca en la cámara o en el soporte; por lo general, se encuentra debajo de un código de barras."]
["Customer: Set up\nCustomer: Mi carara no quiere conectarce\nCustomer: No se quiere conectar\nCustomer: No se quiere configurar\nCustomer: Estoy tratando de configurar la camara y no me aparecen\nCustomer: La luz esta verde\nHuman Agent: Hi my name is Wendy\nCustomer: Mi carara no quiere conectarse a mi telefono\nCustomer: Hola\nHuman Agent: Proporcione la identificación del dispositivo en las cámaras con las que necesita ayuda. Verifique la etiqueta en el dispositivo, que podría comenzar con ZMD o GSG. \n\nTambién avíseme si la luz verde parpadea en verde o en verde fijo.\nCustomer: Set up\nHuman Agent: Proporcione la identificación del dispositivo en las cámaras con las que necesita ayuda. Verifique la etiqueta en el dispositivo, que podría comenzar con ZMD o GSG. \n\nTambién avíseme si la luz verde parpadea en verde o en verde fijo.\nCustomer: Zk8-BFS23NM\nHuman Agent: D/static_file/9194e37abd_1_20241004105011.png\nHuman Agent: La identificación comenzará con ZMD.\nCustomer: ZMD17LKIH800557\nHuman Agent: ¿Es esta una cámara nueva? ¿Nunca has configurado antes?\nCustomer: Camara nueva nunca confugurada\nHuman Agent: \nTambién avíseme si la luz verde parpadea en verde o en verde fijo.\nCustomer: Parpadea\nHuman Agent: Si la luz indicadora de la cámara parpadea en verde, significa que está lista para ser configurada. \n\nHaga clic en el ícono “+” en la pantalla de inicio de la aplicación en la parte superior derecha> seleccione Código QR. Siga las instrucciones que aparecen en la pantalla. Oriente la lente de la cámara hacia el código QR, la cámara leerá el código QR que se muestra en la pantalla de su teléfono.  *El código QR se mostrará en la aplicación durante la configuración.\n\nPara que la configuración del QR se realice sin problemas, debe asegurarse de que su teléfono esté conectado a su red wifi de 2,4 GHz, que la configuración de ubicación y los permisos en su teléfono y la aplicación estén habilitados/permitidos para la aplicación, y que el nivel de brillo de su teléfono sea muy brillante. .  Encienda también las luces de la habitación en la que está realizando la instalación.\n\n\n*La cámara debe estar al lado de su enrutador durante la configuración, a 5 pies o menos de su enrutador*\nCustomer: Hola\nHuman Agent: Hola\n\nCustomer: La luz de la camara parpadea\nHuman Agent: Si la luz indicadora de la cámara parpadea en verde, significa que está lista para ser configurada. \n\nHaga clic en el ícono “+” en la pantalla de inicio de la aplicación en la parte superior derecha> seleccione Código QR. Siga las instrucciones que aparecen en la pantalla. Oriente la lente de la cámara hacia el código QR, la cámara leerá el código QR que se muestra en la pantalla de su teléfono.  *El código QR se mostrará en la aplicación durante la configuración.\n\nPara que la configuración del QR se realice sin problemas, debe asegurarse de que su teléfono esté conectado a su red wifi de 2,4 GHz, que la configuración de ubicación y los permisos en su teléfono y la aplicación estén habilitados/permitidos para la aplicación, y que el nivel de brillo de su teléfono sea muy brillante. .  Encienda también las luces de la habitación en la que está realizando la instalación.\n\n\n*La cámara debe estar al lado de su enrutador durante la configuración, a 5 pies o menos de su enrutador*\nHuman Agent: ¿Pasaste por la configuración del código QR?\nCustomer: Hola\nHuman Agent: Hi.  ¿Pasaste por la configuración del código QR?"]
["Customer: How to reset cameras \nCustomer: There’s no reset button\nCustomer: The wifi changed and they won’t connect to wifi \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Where is the wifi settings\nHuman Agent: You will setup the camera with the initial setup method to connect to the new Wi-Fi network. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: I need customer service telephone number \nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can schedule you for a call so you can speak with a rep over the phone if you prefer, what would you like?\nCustomer: I would be a new customer, and I have all the equipment I just need service set up. Can you help me with that?\nCustomer: Is that something you can help me with?\nHuman Agent: We do not have any in person agents who can come and set up the devices for you, but I can send you instructions and assist with troubleshooting if you needed that at all."]
["Customer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Smartlink is typically only used with some of our oldest devices. What is the ID of the device you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: cannot seem to connect my two zmodo security cameras to the wifi network\nCustomer: the wifi network is good I went through the zink connection entered the wifi password it shows connected but I can't access the live feed on either camera\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie. When you look at the lights on the cameras what color are they and are they solid or flashing?\nCustomer: I want to remove the two devices but I don't have the QR code to reinstall\nCustomer: they are blinking green\nHuman Agent: Oka y, if they are flashing green that means they are offline, You don't have to have an external QR code for the setup in the zmodo app, you would get the QR code from the setup itself. \nHuman Agent: Here are the directions for the QR code setup you can try with the cameras. \n\nQR Code Set Up\n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\n\n\nCustomer: ok I will give it a try\nHuman Agent: Okay, let me know if you have any questions"]
["Customer: I need to change my wifi network on my device .. how do I do that\nCustomer: Set up\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: one minute\nHuman Agent: The camera will need to be setup to the new wifi info.  With the device ID on the camera I can check what setup method your camera uses.\nCustomer: ZMD13a4bc000814\nHuman Agent: ZMD13A4BC000814 shows online.  Its connected to fr----@gmail.com\nHuman Agent: Are you moving the camera to a different location with different wifi?\nCustomer: yes, but I need to change the wifi\nCustomer: same location, differnt wifi\nHuman Agent: okay first you would need to unplug the router that the camera is currently connected to.  That will get the camera's indicator light to start blinking green\nHuman Agent: When the indicator light on the camera is blinking green you can set the camera up to the new wifi using Zink setup\nHuman Agent: ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nCustomer: the light \nCustomer: the light is blue\nHuman Agent: Right.  That is because it is currently connected to your router.  You would need to unplug the router that the camera is currently connected to, then the indicator light should start blinking green"]
["Customer: Want to  change my WiFi \nCustomer: Set up\nCustomer: I had gotten a new Wi-Fi. How do I connect to my existing cameras?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Customer service \nCustomer: Set up\nCustomer: Ok \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I see above you said solid blue to Mira the AI chatbot, are the lights staying a steady blue if you look at them or do they flash at all?\nCustomer: Solid \nCustomer: It won’t add to the app \nCustomer: I followed all the steps \nHuman Agent: Okay, Can you send me the Model and ID number for the camera? With that I can look it up from my end and see if its online or not.\nHuman Agent: The model will start with ZMD. \nCustomer: Ok, I need to go get the camara \nHuman Agent: Okay \nCustomer: Zp-ibh23-w\nCustomer: D/static_file/4079219886_1_20250117154431.jpg\nHuman Agent: Picture just came in let me look up this device one moment. \nHuman Agent: On my end it the camera is telling me that it is not connected to internet, If the light is a solid bleu that means the camera is connecting to a network but not getting internet from that connection.\nHuman Agent: Was this camera ever setup at this location previously or is this the first time you've set it up here?\nCustomer: Hello ???\nHuman Agent: Yes I replied above are you unable to see the messages?\nHuman Agent: if you don't see them just let me know and I will resend them. \nCustomer: I sent you the picture \nCustomer: Zmd19g1ihc11255\nHuman Agent: Looks like you did not revieve the messages I sent after that. \nCustomer: No \nHuman Agent: I said  \"Picture just came in let me look up this device one moment. \" then \"On my end it the camera is telling me that it is not connected to internet, If the light is a solid bleu that means the camera is connecting to a network but not getting internet from that connection.\" then \"Was this camera ever setup at this location previously or is this the first time you've set it up here?\" \nCustomer: Resend them \nHuman Agent: I said  \"Picture just came in let me look up this device one moment. \" then \"On my end it the camera is telling me that it is not connected to internet, If the light is a solid bleu that means the camera is connecting to a network but not getting internet from that connection.\" then \"Was this camera ever setup at this location previously or is this the first time you've set it up here?\" \nCustomer: It was set up here in this location but for some reason it froze up so I installed it \nHuman Agent: Okay, when you did the setupa gain were the lights alreadya  solid blue as theya re now or no?\nCustomer: Yes \nCustomer: Im waiting on your response \nCustomer: Hello \nCustomer: Someone needs to answer me \nHuman Agent: This is so weird I did respond, for some reason your not receiving all the messages on your end even though they are being sent. \nCustomer: Yes \nHuman Agent:  Okay, when you did the setup again were the lights already a solid blue as they are now or no?\nCustomer: When I plugged it the blue light was flashing and then green and after that blue solid\n\nHuman Agent: Yes it will turn solid blue when it connects to a network, it right now is connecting but not getting any internet from that network. Do you use any Wi-Fi extenders or have more then one router plugged in right now?\nCustomer: Only one router in this house now\nHuman Agent: Okay, can you unplugg the router from power then look at the lights on this camera while the router is unplugged to see if they change at all from the solid blue to flashing? \nHuman Agent: Let me know how the camera reacts when you try that.\nCustomer: Are you still here??\nCustomer: Is there a number I can call? \nCustomer: Green flashing \nHuman Agent: We do not have any inbound calling only outbound, I can send you the calls ceduler so you can scedule yourself a callback \nCustomer: It’s green flashing now \nHuman Agent: Let me know if you have any trouble with scheduling a callback.\nCustomer: I scheduled the call \nCustomer: The light is blue solid again \nHuman Agent: Perfect. Is the router plugged in again and online or is it still unplugged?\nCustomer: Back on line \nHuman Agent: Okay, the camera is still offline on my end. \nCustomer: Why ? \nCustomer: I don’t understand \nHuman Agent: The camera is definately connecting to the network coming from the rotuer based on the camera flashing while the rotuer was offline, but what this means is the camera is connecting to that network and not recieving any internet from that connection.\nHuman Agent: This means the routers firewall may be blocking the camera and not allowing it access to get the internet from the rotuer or the network itself is the issue where no internet is being pushed to it by/from the rotuer.\nCustomer: Is this something I need to discuss with the Internet provider?\nHuman Agent: If you do not have the ability to check the firewall settings on the rotuer yoruself and the router is one you got from your internet provider you can contact them to assist you in checking if the camera/device is being blocked by the rotuers firewall with \"Pausing\" and also have them help adjust the settigns on the firewall to allow the device as well.\nHuman Agent: If the router you have is one you purchased privately (online, in a store) you would have to lookup that routers model to find that info more then likely as most internet providers wont assist with checking the router settings in those cases. \nCustomer: Ok I will check on that thank you \nHuman Agent: thank you as well have a good day"]
["Customer: Why won't my phone connect \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the device you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: My WiFi has changed, how do I add the new WiFi to my cameras?\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nHuman Agent: We will be closing in 8 minutes at 6pm CT. I would be happy to continue to assist you until then, but the chat will close at that time. If you would like a callback, you may schedule one via the button below. If you would prefer an email follow up instead, please let me know and provide an email you would like me to reach out on tomorrow."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Not sure \nCustomer: Speak with someone \nCustomer: Agent\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: Okay thanks. I’m trying to set up and old camera that isn’t connected to my current WiFi. It’s alternating flashing blue and green. I tried all the options and followed the instructions and it’s not working. \nCustomer: The camera named ugh on my account \nHuman Agent: This camera would set up using the QR code setup. I'll include the instructions below, if it won't work still, please screenshot the QR code you're using and send it here for me to check. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: D/static_file/39739b8195_1_20241029100622.png\nCustomer: I tried that multiple times it’s not working \nHuman Agent: Thanks, and the network you're using is 2.4Ghz?\nCustomer: Yes\nHuman Agent: Okay, please go to the wifi settings on your phone, forget your current network, then when it reappears, tap on it to reconnect. You will have to enter the password again to reconnect. If it does not have you enter the password, you have not forgotten it. Let me know if you're able to reconnect successfully. \nCustomer: Okay did it\nHuman Agent: Okay, do you have any other available wifi networks that are yours?\nCustomer: No\nHuman Agent: Okay, please restart the camera and the router (unplug them and plug them back in), then once the router has finished rebooting and is back up, please try the QR setup again."]
["Customer: I have three that are still connected and one that I removed because I couldn't do it by resetting\nCustomer: I still have the old service and running the new one alongside of it because I wanted to make sure I could get everything hooked up\nCustomer: These are model CP I bh23-w\nCustomer: As soon as I get to the setup with the QR it just sits there and doesn't do anything\nCustomer: I updated all four of them before I tried this. The ones that are on the old Wi-Fi are still working I put one new one that's an indoor one and got that on fine on the new service but I can't get it with the old one\nCustomer: So we hooked to the old service to see if that will work?\nCustomer: I have two Wi-Fi's in the house running concurrently and I'm trying to switch them from Comcast to fidium which is fiber optic. My in the house or indoor one hooked up fine this outdoor one won't so I assume the other outdoor ones won't as well\nCustomer: I've done the reboot but it didn't work how do I contact \nCustomer: Agent\nCustomer: Agent \nCustomer: Thank u\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this camera still tied to the account or did you delete it?\nCustomer: I removed it and now trying to put it back on to the new internet\nHuman Agent: Okay, When you look at the lights on the camera, what color are they and are they flashing or solid? \nCustomer: When I plug it in first it's green and then when I hold it up it becomes blue and it's solid\nCustomer: It's green solid and blue then it becomes a solid blue but it doesn't connect when I plug it in green  then flashes then becomes solid blue\nHuman Agent: Okay, if the camera is turning solid blue that means its connecting to something. Can you plug the camera in for me and tell me when it turns solid blue? I will try seeing if the device pops up as online on my end or not. \nCustomer: Solid green now \nCustomer: Now blinking green \nCustomer: Now blue & green flashing \nCustomer: Now solid blue\nHuman Agent: Okay let me check, let me know if it changes at all but keep it plugged in\nHuman Agent: it looks like one camera that was previously on the account is telling me its online right now, I can add it for you to the account I just have to give it a name, what do you want me to name it?\nCustomer: It isn't named it was labeled boat but I removed and trying to add to my new Internet service fidium. I still have my Comcast / Xfinity running as well I tried to hook it back up to that and it wouldn't do that either\nHuman Agent: Okay, I will add it back to the account for you, then you can reset the camera, you don't have to delete it to set it back up again, you can then just go through the setup with the new Wi-Fi, one moment while I re add the camera here \nCustomer: It doesn't show on my app but I got a notice that I had movement on the boat camera\nHuman Agent: I added the Boat camera to the account for you, you may have to refresh the app to see it in your devices, \nCustomer: Ok just came back on app so now do I press reset? \nHuman Agent: yes, you can reset the camera then set it back up again\nCustomer: Do I put my wi-fi on my iPad to new fidium now or after \nHuman Agent: you would connect the device you sue for the setup to the new Wi-Fi before you  go through the setup. \nCustomer: Okay pressed reset  but no option just says establishing new connection then says poor connection do I have to add it \nHuman Agent: you would go through the setup process now to reconnect it.\nCustomer: As in add \nCustomer: Its flashing green\nHuman Agent: Yes, you would go through the setup to reconnect it, but you don't have to delete the camera if you don't want to. \nCustomer: I plugged it in so \nCustomer: It just flashes green the only way I could reconnect it would be adding it and then giving it a new name is that correct\nCustomer: The reset is on the app not on the camera itself\nHuman Agent: you do not have to delete the camera just to set it back up again, it is flashing green which means its in setup mode, you would just go through the setup with the camera again to reconnect it. \nCustomer: Got it. Thank you so \nCustomer: So I will have to do that with the other cameras as well as that correct so I'm going to take them down cuz I can't reach them for the QR code\nHuman Agent: Yes, sometimes if you reboot the cameras then do the setup when one camera connects it can connect others around it though, You would want to reset any others you plan on setting up first then do the reboot."]
["Customer: Change wifi settings \nHuman Agent: Hello, my name is Grant. To set up the cameras you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Troubleshooting\nCustomer: Where can I obtain the QR Code for my cameras?\nCustomer: On step 1: It does not provide the option for the QR Code.  What should I do instead?\nHuman Agent: Hello, my name is Grant. What do you see when you tap on the plus sign in the top right corner of the app?\nCustomer: I will try these suggestions, which may take longer than 5 minutes.  I will get back to you as soon as I try.\nCustomer: How can I update the app?\nHuman Agent: Lets not worry about that just yet. What do you see on the home screen of the app? Do you see the plus sign in the top right corner?\nCustomer: I see 2 options, Power Plug Camera and Battery Camera\nCustomer: Sorry, I see the 3 cameras I have\nCustomer: At the bottom of the page I have 4 icons, Home, Events, Cloud and Me\nCustomer: I do see the + sign on the top right.\nHuman Agent: Okay, tap on the plus sign in the top right corner.\nHuman Agent: DO you see the option that says QR Code when you tap on the plus sign?\nCustomer: No, I don't see any QR code.\nHuman Agent: No you would not see a QR Code. There should be four options that say QR Code, Zink, Smart Home, and Legacy.\nCustomer: No, I don't see that.\nHuman Agent: What app are you using?\nCustomer: I'm using meShare app\nHuman Agent: Okay, that would be the issue. You are contacting us from Zmodo, so I was giving you the instructions for the Zmodo app.\nHuman Agent: Do you still have the quick guide that came with the cameras?\nCustomer: No. I don't!\nHuman Agent: Okay I can send you the QR code you need to start the set up. Do you have another phone to do the set up with so we can continue the chat on this device. If not do you have a computer that can display the QR code if I email it to you. If so what is the best email to send it to? \nCustomer: Actually, we are chatting on my computer, and I have my phone for the setup.\nHuman Agent: That would be why the system thinks you are using the Zmodo app.\nCustomer: So, what can we do?\nHuman Agent: Okay I can send you the QR code you need to start the set up. Do you have another phone to do the set up with so we can continue the chat on this device. If not do you have a computer that can display the QR code if I email it to you. If so what is the best email to send it to? \nCustomer: gamuniz1@aol.com\nCustomer: Will you be sending the QR code for all 3 cameras?\nHuman Agent: The QR Code is for the app, not for the cameras.\nCustomer: Oh!  OK, sorry for my ignorance!\nHuman Agent: I have sent you the email with the QR Code. Tap the \"+\" icon on the app home screen in the top right. Make sure your camera is powered on and flashing green. Tap Start Installation at the bottom of the screen. Scan the QR code included in this email when prompted by the app. Follow on-screen instructions, input your WiFi password, and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nHuman Agent: You do not need to apologize.\nCustomer: Thank you! \nHuman Agent: You're welcome.\nCustomer: Now, I opened the QR Code. Do I scan it with my phone camera?\nHuman Agent: Tap the \"+\" icon on the app home screen in the top right. Make sure your camera is powered on and flashing green. Tap Start Installation at the bottom of the screen. Scan the QR code included in this email when prompted by the app. Follow on-screen instructions, input your WiFi password, and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: By the way, I'm 70 years old, and not too savvy about computers or mobile phones\nCustomer: I also have an old phone, and don't know how to open 2 apps at the same time. would you be able to walk me through this?\nHuman Agent: You would not open two apps at the same time on your phone. Do you have your email open on your computer?\nCustomer: yes\nHuman Agent: What do you see on the app right now?\nCustomer: I see Welcome and my devices!\nHuman Agent: Tap on the plus sign in the top right corner.\nCustomer: Done\nHuman Agent: Tap on Start Installation.\nCustomer: Done\nHuman Agent: Scan the QR code included in the email when prompted by the app.\nHuman Agent: Follow on-screen instructions, input your WiFi password, and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I think I have my items opened backwards. Meaning, the email opened in the computer and app opened on the phone.\nHuman Agent: That is what you want. You want the app open on your phone.\nCustomer: Ok! But how can I open the app and the phone at the same time?\nHuman Agent: The meShare app is open on your phone and the QR Code is open on your computer.\nCustomer: Sorry, I meant the app and the camera at the same time on the phone?\nHuman Agent: Okay, what do you see on the app right now?\nCustomer: I see the same thing as before.  I don't know how to open 2 apps at the same time on my phone. Meaning the meShare and the camera.\nHuman Agent: You do not open two apps at the same time. You do not use your phone's camera app. You just use the meShare app.\nCustomer: Could you walk me through this?\nHuman Agent: Open the meShare app.\nCustomer: O\nCustomer: Ok\nHuman Agent: Tap on the plus sign in the top right corner.\nCustomer: Done\nHuman Agent: Tap on Start Installation at the bottom of the screen. \nCustomer: Done\nHuman Agent: Scan the QR Code from the email.\nCustomer: Done\nHuman Agent: Okay, what do you see on the app now?\nCustomer: To turn off silent mode (which I did). Also a bar that says Next.\nHuman Agent: Tap on Next. Follow on-screen instructions, input your WiFi password, and tap \"Next\". A QR code will be generated.\nCustomer: Done\nHuman Agent: And you now have a QR Code on your phone screen?\nCustomer: Yes\nHuman Agent: Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Will do\nCustomer: I tried holding the QR code in front of the camera. How do I know if it worked?\nHuman Agent: What light do you see on the camera?\nCustomer: Blue\nHuman Agent: Is the light solid blue or flashing blue?\nCustomer: Solid\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Where do I find that?\nHuman Agent: It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I don't have that information at hand.\nHuman Agent: Are you there with your cameras?\nCustomer: Yes, they have been installed since 2018.\nHuman Agent: Do you see a sticker on the camera?\nCustomer: No\nCustomer: The camera I'm working with is attached on the ceiling\nHuman Agent: Okay. Why are you needing to setup the cameras again? Did you change your router, Wi-Fi name and password, or internet provider recently?\nCustomer: Changed Wi-Fi name, not even the password.\nHuman Agent: Okay, do you have any Wi-Fi extenders?\nCustomer: Don't know!\nCustomer: What are those?\nHuman Agent: Can you unplug your router and while it is unplugged look at the light on the camera and tell me if the light changes?\nHuman Agent: Wi-Fi extenders are devices that provide a Wi-Fi network. You can place them in locations to get a Wi-Fi signal in places that do not get a good signal from your router.\nCustomer: I have some things my stepchildren have placed around, for the Wi-Fi\nCustomer: Maybe these are extenders\nHuman Agent: Those might be Wi-Fi extenders. The camera may be connected to the Wi-Fi extender.\nHuman Agent: So you would either need to connect the Wi-Fi extender back to the router, or unplug the extenders and look at the light on the camera with the extenders unplugged. You can leave the router plugged in for now.\nCustomer: OK. Let me try that!\nCustomer: Light is the same!\nHuman Agent: What did you do?\nCustomer: I unplugged the extenders in the area.\nHuman Agent: Do you have other Wi-Fi extenders?\nCustomer: No.\nCustomer: Only 2 and are unplugged!\nHuman Agent: Can you unplug your router and while it is unplugged look at the light on the camera and tell me if the light changes?"]
["Customer: Agent \nCustomer: So I recently changed my wifi provider and now none of my cameras will connect \nHuman Agent: It looks like the cameras on the account will use the QR Code setup to connect to the new Wi-Fi network. \nCustomer: Okay how do I do that? And where is the QR code \nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Okay so will try that thank you \nHuman Agent: You're welcome."]
["Customer: I upgraded my Internet service and my cameras won't automatically connect to the network.\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like your older mini cams connect via Zink, but your newer cameras may use QR setup. I'd recommend starting with setting up the new ones using QR setup as it will share the information with nearby cameras to also connect them automatically. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Help\n\nCustomer: Or code don't want work\nCustomer: 2 cam \n\nCustomer: It won't recognize \n\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Change Internet provider.\nCustomer: I changed my Internet and I need to change the provider on my account.\nCustomer: Agent \nHuman Agent: You would need to setup the cameras using the initial setup to connect with the new Wi-Fi network information. The two cameras on your account will use the QR Code setup.\nCustomer: I need to scan the codes from both cameras to set up the new internet?\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Okay."]
["Customer: Trying to reset my camera to factory reset don't have a reset button\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to reset? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: So my camera wouldn’t scan the barcode to get the new network on it. What can I do? I hear it clicking and switching back and forth from night vision mode to regular and then it just makes little click noises and won’t scan. Scan time out is what it keeps saying \nHuman Agent: Hello, my name is Grant. Can you send a screenshot of the QR Code that you are showing to the camera?\nCustomer: Yes hang on\nHuman Agent: Can you also unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in? Watch the light and let me know if it changes after you plug it in.\nCustomer: D/static_file/53505c3e65_1_20241211140648.png\nCustomer: And why does my name say ray on the side of my chat? My name is not ray. Lol\nCustomer: It has been blue and green depending on which time I’ve already unplugged and plugged back in. It goes to a solid green mode when I’m trying to scan it \nHuman Agent: Okay, that is good to know. But I'm not too worried about what it was doing before. Can you now unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in? Watch the light and let me know if it changes after you plug it in.\nCustomer: Solid green\nCustomer: The light sometimes goes completely off. \nCustomer: But I can hear clicks on the device \nHuman Agent: Okay, what light do you see on the camera now?\nCustomer: Green \nHuman Agent: Flashing green or solid green?\nCustomer: Solid\nCustomer: Flashing\nCustomer: Blue\nCustomer: Green flashing \nCustomer: And back to blue \nCustomer: ??\nHuman Agent: Alright, then while it is flashing green you will show the QR Code to the camera. Let me know if the light changes to a flashing blue or to a solid green when you show the QR Code to the camera."]
["Customer: Set up\nCustomer: Just trying to reset my camera's up and don't seem to be working \nCustomer: I go to zmd it says not connected....  then phone reconnects to my internet\nCustomer: phone attached to ZMD but camera isn't connecting \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\n\nCustomer: I can't get it to connect   where is a human \nHuman Agent: I am a human. Which step are you having trouble with?\nCustomer: yes nothing is working   call me\nHuman Agent: We would not be able to call currently, but can arrange for a callback in the future if you would like via the schedule a call button. Otherwise I'd also be happy to assist from here. What part are you having trouble with?"]
["Customer: Set up\nCustomer: Hi \nCustomer: You speak Spanish \nCustomer: Agente \nHuman Agent: Hola, te has comunicado con atención al cliente. Te habla Marcela. ¿En qué puedo ayudarte?\nCustomer: Hola\nEstoy tratando de conectar mis cámaras pero no me leen el código de QR \nHuman Agent: ¿Podrías darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD y debe estar en una etiqueta blanca en la cámara o en el soporte; normalmente está debajo de un código de barras.\nCustomer: ZMD16HKl7203375\nHuman Agent: Para comprobar el estado actual de la cámara, mire la luz indicadora que se encuentra en la cámara o en su interior. ¿Parpadea en verde o se ilumina en azul?\nCustomer: Si \nHuman Agent: ¿De qué color es?\nCustomer: Tengo 3 cámaras y las 3 parpadean en el mismo color verde y se iluminan en azul\nCustomer: Ahora mismo verde \nHuman Agent: ¿Puedes desconectar la cámara, esperar 30 segundos y volver a conectarla? Una vez que la cámara esté parpadeando en verde, intentemos configurar el código QR nuevamente. Comienza con tu teléfono directamente frente a la cámara, retira lentamente el teléfono de la lente de la cámara hasta que esté a 8 pulgadas de distancia y mantenlo allí durante aproximadamente 40 segundos lo más quieto posible. Avísame si la luz cambia a parpadear en azul. Si la cámara aún no se conecta, toma una captura de pantalla del código QR y envíala en el chat.\nCustomer: Ok lo intentare\nHuman Agent: Ok\nCustomer: Dame unos minutos \nHuman Agent: Ok\n\nCustomer: Intenté los pasos pero no se conecta \nCustomer: La luz prende azul pero no lo lee\nHuman Agent: ¿Puedes enviarme la imagen del código QR que estás usando?\nCustomer: D/static_file/617263d80a_1_20240927165150.jpg\nHuman Agent: ¿Cuál es el nombre de la red a la que está conectado tu teléfono? El código QR muestra un error de red de 5 GHz. Las cámaras no admiten la red de 5 GHz.\nCustomer: Spectrum es la Internet \nCustomer: El nombre de la red es Home 5\nHuman Agent: ¿Tienes una red 2g?\nCustomer: Si la acabé de conectar con esa \nCustomer: Pero aún no se conecta \nCustomer: D/static_file/28279d5b6d_1_20240927165931.jpg\nHuman Agent: ¿Sigue parpadeando en verde? ¿Puedes ir a la aplicación de configuración y luego a Wi-Fi? Toca tu Wi-Fi y luego toca Olvidar. Una vez que hayas olvidado la red, toca nuevamente para volver a conectarte.\nCustomer: Parpadea en verde y luego azul \nCustomer: Ya realize ese paso \nHuman Agent: ¿Puedes ir a la aplicación de configuración y luego a Wi-Fi? Toca tu Wi-Fi y luego toca Olvidar. Una vez que hayas olvidado la red, toca nuevamente para volver a conectarte.\nCustomer: Lo hice ahora \nCustomer: Estoy esperando si lee el código QR\nHuman Agent: Okay\nCustomer: No lo lee \nHuman Agent: Si la luz cambia a parpadear solo en azul o azul y verde rápidamente, significa que lo escaneó.\nHuman Agent: Si la cámara tiene problemas para escanear el código QR, verifiquemos lo siguiente: Mantenga una distancia de aproximadamente 8 pulgadas entre el código QR y la cámara. Para pantallas o tabletas más grandes, extienda la distancia a 10-12 pulgadas. Evite tener la cámara boca abajo o de lado. Asegúrese de que las luces rojas de visión nocturna estén apagadas. Los filtros de privacidad, las grietas o el modo oscuro pueden evitar que la cámara vea el código QR. Las fuentes grandes o las configuraciones de zoom de la pantalla pueden distorsionar o recortar el código QR.\nCustomer: No lo ha leído por qué no me sale para registrarla se queda el código QR en la pantalla \nHuman Agent: Escanear el código QR no significa que se conecte automáticamente. Si está utilizando la red de 5 GHz, por ejemplo, escaneará el código QR, pero no podrá conectarse.\nCustomer: Ya olvide la red 5G estoy conectada a una 2G\nHuman Agent: ¿Podrías verificar la configuración WiFi de tu teléfono y ver si puedes localizar la red inalámbrica llamada 'ZMD_SAP'?\nCustomer: Si\nHuman Agent: Haga clic en el icono “+” en la pantalla de inicio de la aplicación en la esquina superior derecha > seleccione ZINK > siga las instrucciones proporcionadas. Se le pedirá que se conecte primero a ZMD_SAP (que no tendrá conexión a Internet) y luego regrese a la página de configuración de Zink. Luego, se le pedirá que ingrese el nombre de la red wifi de su hogar (SSID) y la contraseña de wifi. Luego, deberá volver a conectar su teléfono a la red wifi de su hogar para acceder a la cámara.\nCustomer: Si sigo aquí \nCustomer: Estoy habiendo los pasos que me indicó \nHuman Agent: Okay\nCustomer: Ya hice los pasos ya se conectó primero a ZMD_SAP Y LUEGO AL WIFFI \nCustomer: Y ahora que hago \nHuman Agent: Luego, se le pedirá que ingrese el nombre de la red wifi de su hogar (SSID) y la contraseña de wifi. Luego, deberá volver a conectar su teléfono a la red wifi de su hogar para acceder a la cámara.\nCustomer: Ya está \nCustomer: Y luego \nCustomer: No me lee el código QR\nHuman Agent: Después de enviar la información, debería aparecer una pantalla en la que se le pedirá que espere a que se conecte. ¿Ve esa pantalla?\nHuman Agent: Te pedí que hicieras la configuración de Zink, no la configuración del código QR.\nCustomer: Si lo estoy haciendo \nHuman Agent: Ok\nCustomer: Dice que falla \nHuman Agent: ¿Puedes desinstalar y reinstalar la aplicación? También queremos reiniciar el enrutador. ¿Puedes hacerlo ahora?\nCustomer: Si\nHuman Agent: Okay\nCustomer: Ya hice esos pasos \nCustomer: Entro con mi cuenta a la app \nHuman Agent: Si\nCustomer: Y que pasos hago ?\nHuman Agent: Pruebe primero el código QR mientras esté conectado a la red de 2,4 GHz.\nCustomer: Ok\nCustomer: No me funciona\nHuman Agent: ¿Este dispositivo está conectado directamente a la toma de pared con el cable de alimentación provisto?\nCustomer: Si\nHuman Agent: ¿Está conectada la antena a la cámara?¿Es esta la única cámara que tienes?\nCustomer: Si las únicas 3 y si tienen la antena conectada \nHuman Agent: ¿Has estado probando el código QR con las otras cámaras? Vamos a cerrar aquí en 8 minutos. Puedo seguir ayudando hasta entonces.\nCustomer: Si lo he intentado con las 3 y con ninguna me funciona \nCustomer: Hay alían otra manera que pueda conectar las ?\nCustomer: Alguna \nHuman Agent: No, solo el código QR y Zink. Puedes probar Zink nuevamente, ya que la aplicación se ha desinstalado y reinstalado.\nCustomer: Si\nHuman Agent: Estamos cerrados aquí por el día, nuestro servicio de chat en vivo estará abierto nuevamente mañana a las 9 a.m. CST.\nHuman Agent: ¡Espero que tengas un gran día!"]
["Customer: I got a new internet box and password. How do I update the camera for this.    \nCustomer: I need the initial setup process. I no longer have it. Can you email it to me at cecedorsey63@comcast.net. Thanks .\nCustomer: its blinging green\nCustomer: How do I configure it.\nCustomer: how do i put in the new internet password\nCustomer: Thanks.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The AI chat bot Mira gave you impropper advice before, For the cameras currently on the account to reconnect the cmaeras to the wifi you would have to go through the setup, you wont have top do anythign with the rotuer itself, let me look up the setup for the 2 cameras and I will send you the setup directions!\nHuman Agent: One moment while I grab those directions for you.\nHuman Agent: Zink Setup Steps\n\n1.Check Network Compatibility:\n\nEnsure that the W-iFi network you want to connect the camera/s to, is operating on the 2.4GHz frequency.\n\n\n\n2.Access Zink Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the Zink option.\n\n\n\n3.Initiate Installation:\n\nEnter the number of devices you are trying to set up, tap on the check mark or next.\n\n\n\n4.Connecting to the ZMD_SAP\n\nTap on \"Tap Here to begin set up\" follow the onscreen instructions. The phone may warn you this network has no internet.\n\n\n\n5.Wi-Fi Password Entry:\n\nThe app will prompt you to select or enter your Wi-Fi name (SSID) and enter the Wi-Fi password. Remember the Wi-Fi and password are case sensitive.\n\n\n\n6.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nCustomer: thanks\nHuman Agent: No problem, let me know if you have any troubel with the setupa s well im here to help!"]
["Customer: Troubleshooting\nCustomer: Where do I connect my new Wi-Fi at?\nCustomer: SSID not showing up \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. For the devices on your account currently you would use Zink setup. \n\nIn order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily."]
["Customer: Troubleshooting\nCustomer: Can I use this camera without subscription\nCustomer: How do I do that\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. \n\nHuman Agent: It looks like it's currently offline if you're trying to use your pivot. Is it plugged in and flashing green?"]
["Customer: Troubleshooting\nCustomer: Speak to an agent\nHuman Agent: How can I assist you?\nCustomer: Hi Grant! I have not been able to get any of the firmware updates to work, and I have tried troubleshooting. I’m wondering if it’s possible to get a refund for the two annual subscriptions on cameras that I paid for yesterday?\nHuman Agent: The cameras on your account are offline. The cameras need to be online in order to download and install the update. You would setup the cameras with the QR Code setup through the app.\nCustomer: I tried that already\nCustomer: I followed the direction and put the QR code 8 inches in front of one of the cameras but nothing happened. There was some blue light blinking inside, so I know there was power.\nHuman Agent: Okay, so that is good. There could be a few reasons it did not connect. Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it back in?\nCustomer: Hello?"]
["Customer: How to reset model zp\nCustomer: Reset model zp IBH23W\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: may i speak to a customer service representative please\nCustomer: Thank you\nHuman Agent: How can I assist you?\nCustomer: I have four cameras.  Two of them are \"set up\" and showing.  I have not been able to get the other two to connect.  The ZMD wi-fi does not show up on my phone.  When I tried to connect it manually it asks me for a password which I do not have or know.  What am I doing wrong?\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Do I have to get that off the camera itself?\nHuman Agent: Yes, we would want it off of the camera. It will be on a sticker on the camera.\nCustomer: Ok.  I will have to get someone to get a ladder and climb up to them to get that information.  Are you there tomorrow at all?\nHuman Agent: We are not open tomorrow. The Live Chat support is available Mon-Fri 9AM-12PM and 1PM-6PM CST.\nCustomer: Ok.  I will get the information and get back with you on Monday.  Thank you.\nHuman Agent: You're welcome. If you are able to get to the camera before Monday, you may want to try the QR Code setup, as the camera may use that setup instead of the Zink setup. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: There is one of them that is newer and will do the QR code.  The other one is older and I don't know if it will do the QR code.  I will give it a try though.  Thank you."]
["Customer: Troubleshooting\nCustomer: I lost my admin password on my mail box of funluc system \n\n\n\nCustomer: What phone number can I call\nCustomer: Agent\nCustomer: Customer care\nHuman Agent: Hello, you've reached customer care, my name is Kylie. we do not have outbound calling only inbound, I can send you the call scheduler so you can schedule a call with one of our reps. \nHuman Agent: Here you go, let me know if you have any trouble. \nCustomer: Do u know how to input new Internet on the system from my mobile spp\nHuman Agent: Yes, whenever you change or reset the router to reconnect the cameras you will go through the setup to get them back online again. \nHuman Agent: You dont have to delete or remove the cameras from the account, you would jsut reboot the cameras by unplugging and plugging them in then go through the setup for reconnection."]
["Customer: Set up\nCustomer: I’m have successfully add a Zmodo nvr however only one camera is added to the nvr.  I have 2 total for this nvr \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Set up\nCustomer: I switched internet providers. I need help with the setup.  \nCustomer: Can you email me the inital setup process to cecedorsey@bellsouth.net? Thanks.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. For the cameras currently on your account it looks like they use the setup called Zink I will send you the instructions via email as you requested, one  moment while I write up that email.\nCustomer: Thanks so much.\nHuman Agent: I sent those instructions now to you via email, let me know if you received them or not, sometimes our emails can also go to spam.\nCustomer: I got it. Thanks so much. \nHuman Agent: Great!"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Customer service\nCustomer: Hello\nCustomer: I’m trying to find a camera to reconnect it, but when I go to my none of the cameras are showing up on my app\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/4fcf1d6cb2_1_20250211161208.jpeg\nCustomer: I’m trying to find this and connect this camera to my app. It shows on my TV but I don’t see it on my app.\nCustomer: D/static_file/d46c2d8038_1_20250211161325.png\nCustomer: D/static_file/91ad64ceea_1_20250211161341.png\nHuman Agent: You can try to add it to your account with a LAN Search in your app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Funlux app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: It’s not showing up here\nCustomer: It’s been connected, but it shows up on my TV but it’s not connected on my phone\nCustomer: D/static_file/78cf50b032_1_20250211161451.jpg\nCustomer: D/static_file/e1ad1df81a_1_20250211161507.jpg\nCustomer: I can click on it on the TV monitor, but I cannot click on it on the mobile application. It doesn’t exist on the mobile application. Why is that? Do I have to re-added it why is it not appearing on the mobile application?\nHuman Agent: The camera is not connected to your app. You will want to try to add it to your app with a LAN Search.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Funlux app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: Is it something with the Wi-Fi? Why is it not connecting to the app?\nHuman Agent: Did you receive the LAN Search instructions that I sent?\nCustomer: ?\nHuman Agent: Are you receiving my messages?\nCustomer: Hello\nHuman Agent: Have you been receiving my messages about adding the camera to your account?"]
["Customer: My cameras won't hook up to my wifi\nCustomer: I disconnected all of them and now can't get them reconnected \nCustomer: But I did \nCustomer: I deleted my camera and can't get reconnected\nHuman Agent: Hi my name is Wendy.  Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: Zp-lbh15-w\nHuman Agent: The ID will be near the model.  it will start with ZMD\nCustomer: Zmd12bn83206203\nHuman Agent: ZMD12BN83206203 thanks.  What color is the indicator light on the camera right now? and is the light blinking or solid?\nCustomer: Flashing green \nHuman Agent: If the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step."]
["Customer: Set up\nCustomer: I have an old camera I’m trying to add back to my app. The light is solid blue not blinking green, but when I click to add a cam with solid blue I get a message that says no devices found on the lan \nCustomer: I don’t know how to change the router connection in the old camera since I can’t add it \nCustomer: Zmd network for setup is not showing up in my WiFi choices \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\n\nCustomer: I can’t get back on to see my cameras \nCustomer: I have a new wifi I’m not sure how to reconnect \nHuman Agent: Okay, Let me look up your account here and see what setup options the cameras take to reconnect them, one moment. \nHuman Agent: Looks like these cameras primary setup is the QR code setup. Have you rebooted the cameras by unplugging and plugging them back in then do the QR setup?\nCustomer: Hi are you there \nHuman Agent: Yes I replied, sometimes it does not show on the other end, I said \"Looks like these cameras primary setup is the QR code setup. Have you rebooted the cameras by unplugging and plugging them back in then do the QR setup?\"\nCustomer: ????\nHuman Agent: Did you see my last message just a moment ago?\nCustomer: I just refreshed I see it now \nHuman Agent: Okay\nCustomer: What should I do uninstall \nCustomer: Or just the QR code \nHuman Agent: you wont have to delete the cameras from the account to reconnect them, you can just reboot them then go through the QR setup.\nCustomer: My camera didn’t scan it earlier but I will try again \nHuman Agent: Okay, Doing a reboot just before setup really helps if its been offline for a long periods it can have more trouble reading the code without it at times. \nCustomer: What are the steps \nCustomer: The steps I was doing was for adding a new device \nCustomer: How do I do the qr setup \nCustomer: Are you still there \nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code.\nHuman Agent: Make sure your phoen is conencted to the wifi and that it is a 2.4GHZ or a Duel network, not only 5Ghz network"]
["Customer: Scan my phone or the camera \nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?\nCustomer: It’s not scanning\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. Smartlink is generally only used for our oldest devices so I'd like to help check the setup method of your devices using the ID."]
["Customer: Trying to set up my camera\nCustomer: Green \nCustomer: 1\nCustomer: Can you walk me through the setup process the light is green\nCustomer: The LED light is green\nHuman Agent: Hi my name is Wendy.   Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: Zmd13h 3 e2273281\nHuman Agent: Zmd13h3e2273281 isn't pulling up any info.  Is the camera new? or has it been setup before?\nCustomer: It's a camera I've been having for about 4 years and it has never been set up\nHuman Agent: what is the model of camera?\nCustomer: Z h 1 x y 1 d\nHuman Agent: ZH-IXY1D -There are several setup methods the camera may use depending on the firmware it is on.\nHuman Agent: Could you please move the camera as close to your router as possible\nHuman Agent: plug it directly into a wall outlet with just the original power adapter\nCustomer: Question I like to set it up through my cell phone\nHuman Agent: When the indicator light is blinking green, stand right next to the camera and check if you see a zmd_sap network listed in your phone's wifi\nHuman Agent: Setup can only be done on the Zmodo app from your phone\nHuman Agent: Let me know if you see a zmd_sap network listed on your phone's wifi\nCustomer: I see it\nHuman Agent: Good.  Most likely your camera can use Zink setup.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have a tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step."]
["Customer: Troubleshooting\nCustomer: May I speak to a customer service rep\nCustomer: Thank you\nHuman Agent: How can I assist you?\nCustomer: I have two cameras that I have not been able to get to connect for some time.  I just tried again and was unsuccessful.  Can you help me.  I am sure I am not doing something right.\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Oh dear.  Can you give me a few minutes.  I will have to go out and get on the ladder to see if I can read them.\nHuman Agent: That is fine. Lets start with the first camera you want to setup.\nCustomer: One of them may be ZMD11KG84003902.\nCustomer: That one is over the garage door pointing down the front driveway.\nHuman Agent: Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: OK.  \nCustomer: It is really faint but it appears to be red.  There rae two up there side by side.  The other one is working ok.  But both of the lights look like a faint red.\nHuman Agent: If there is a red light that is probably the infrared lights. Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: I just answered.  I am sorry.  But these are up under the eaves and hard to get to.\nCustomer: I can.  But it always says it cannot connect.\nHuman Agent: It says your phone cannot connect to the network? Or does it say that the network does not have internet?\nCustomer: It says that when I go thru the setup.  Do you want me to try to connect the phone to thata internet\nHuman Agent: Yes, you can connect to it and then do the Zink setup.\nCustomer: It says \"Unable to join the network  ZMD_SAP\"  \nHuman Agent: So, go back to your Wi-Fi settings on your phone and tell me what network your phone is connected to.\nCustomer: Should I disconnect the AT&T network\nCustomer: AT&T\nHuman Agent: Do you see the ZMD_SAP network in the list of available networks?\nCustomer: Yes\nHuman Agent: Can you tap on it?\nCustomer: I did and it gives me the unable to connect message\nCustomer: It just connected\nHuman Agent: And that is in your Wi-Fi settings, not the Zmodo app, correct? Did you unplug the camera and plug it back in?\nHuman Agent: Okay, good. Now go to the Zmodo app and do the Zink setup.\nCustomer: It says add failure\nHuman Agent: Did it ask you to choose your Wi-Fi network from a list of networks? Or did you have to type in the Wi-Fi network name manually?\nHuman Agent: How far are you from the camera while doing the setup?\nCustomer: just below it   should \nCustomer: I get nearer on the ladder\nHuman Agent: You would want to be within a couple of feet of the camera. Did it ask you to choose your Wi-Fi network from a list of networks? Or did you have to type in the Wi-Fi network name manually?\nCustomer: No I chose it.  I would choose my ATT right and use that password,\nHuman Agent: Yes, you would select your Wi-Fi network from a list if it shows up in that list. And you would enter the password for the Wi-Fi network. Did you unplug the camera and plug it back in?\nCustomer: yes\nCustomer: should i try that again\nCustomer: unpluggingh\nHuman Agent: Then you can try the setup again. If it fails again, then you can go to your Wi-Fi settings, forget your Wi-Fi network. Then you can tap on it and enter the Wi-Fi password to reconnect to the network.\nCustomer: 0k   give me a few+\nCustomer: OK.  That one came online.  The other one should be easier if the wi-fi will connect because it is newer and uses the QR."]
["Customer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Flashing blue light \nCustomer: How do I reset the camera?\nCustomer: Reset camera \nCustomer: How to reset a camera \nCustomer: Troubleshooting\nCustomer: Support \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: One of my older cameras is flashing blue.  I need to reset it to connect to the current WiFi \nCustomer: Zk8-bfs23nm\nCustomer: Sorry wrong one\nCustomer: Zmd14ceda253350\nCustomer: Now flashing green\nCustomer: Back to blue \nCustomer: Back to green \nHuman Agent: It being flashing green and blue means its ready to be set up. \nCustomer: Back to blue… not sure if you need to know \nCustomer: Thank you \nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code.\n\nCustomer: Will give it a go\nHuman Agent: Let me know if it works\nCustomer: Didn’t work \nHuman Agent: Did the camera change to only flashing blue when you showed it the QR code? Can you send me a screenshot of the QR code you are using? \nCustomer: It just connect somehow \nCustomer: Thanks for the help\nHuman Agent: I'm glad that worked! I hope you have a good day!"]
["Customer: Cameras not working at all new modem \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: No internet \nCustomer: Set up\nCustomer: How to reconnect internet \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Camera blinking green but will not connect\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: I got two Carreras I got one working how do I get the second one working ?\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera?  The ID will be listed on a sticker on the camera.  It will start with ZMD or GSG\nCustomer: How do I hook up the other camera\nHuman Agent: What is the device ID on the other camera?  The ID will be listed on a sticker on the camera.  It will start with ZMD or GSG\nCustomer: D/static_file/933d7550f0_1_20250117102750.jpg\nHuman Agent: ZMD19I2IHA17357 thanks.  Is the indicator light on the camera blinking green? or what color is the indicator light? and is the light blinking or solid?\nCustomer: Blinking green\nHuman Agent: Smartz QR code setup instructions:\n\nMake sure your smartphone is connected to 2.4GHz wifi then on the Smartz app tap on “Devices”, scroll down and tap on “Add device”.  Follow the in-app instructions to complete your setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n***The camera should be next to your router during setup, 5ft or less to your router***\n\nCustomer: I only scanned one of the cameras to the phone that one works fine how do I scan the second camera to the phone so that it works \nHuman Agent: You would need to go through setup again to get the 2nd camera setup\nCustomer: How \nHuman Agent: Make sure your smartphone is connected to 2.4GHz wifi then on the Smartz app tap on “Devices”, scroll down and tap on “Add device”.  Follow the in-app instructions to complete your setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n***The camera should be next to your router during setup, 5ft or less to your router***\nCustomer: How ?\nHuman Agent: Make sure your smartphone is connected to 2.4GHz wifi then on the Smartz app tap on “Devices”, scroll down and tap on “Add device”.  Follow the in-app instructions to complete your setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n***The camera should be next to your router during setup, 5ft or less to your router***\nCustomer: Only one camera is connected to my phone and working I need the other one to work \nHuman Agent: you will need to set it up to get it online\nCustomer: How do I get the second camera set up \nHuman Agent: qr code setup\nCustomer: Ok how do I get to that again \nHuman Agent: Here are the setup instructions again.  Please read through them and follow the setup instructions to complete setup.\n\nMake sure your smartphone is connected to 2.4GHz wifi then on the Smartz app tap on “Devices”, scroll down and tap on “Add device”.  Follow the in-app instructions to complete your setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n***The camera should be next to your router during setup, 5ft or less to your router***"]
["Customer: Update home network\n\nHuman Agent: Hello, my name is Grant. To set up the cameras on your account with a new Wi-Fi password you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Set up\nCustomer: Had to replace one of my cameras, and can't get it to connect.\nCustomer: Camera is blinking green.  No changes to system.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device, can you send me all the cameras ID number` and model. The ID will start with ZMD or GSG, not the fccid. \n\n\nCustomer: All my other cameras are working fine.\nCustomer: The NEW camera is mounted inside a bird house, and hanging in tree.\nHuman Agent: Okay, I will  need the cameras Model and ID number in order to assist you properly. \nCustomer: I don't have that.  Same cameras as the rest.\nHuman Agent: We have several models of cameras, they physically can look the same but not be the same internally. \nHuman Agent: I will not be able to properly assist you without that info, its crucial for troubleshooting. \nCustomer: Really ?  It's freezing cold outside.  Cameras is INSIDE a bird house, mounted in a tree.\nHuman Agent: Yes\nCustomer: I've had no problem in past.  Had a phone number to call, and they fixed issue from there.\nHuman Agent: I would advise you to take the camera down, set it up inside, then once done re mount it back outside again. \nCustomer: That's a LOT of work, and again, it's freezing cold outside !\nHuman Agent: We do not have an inbound phone number anymore. We would also ask you for the camera model and ID number while on the phone though.\nCustomer: Well, that ain't gonna happen today.\nHuman Agent: Okay, thats no problem, f you are unable to do the setup now you can feel free to contact us again once you are able to and we are happy to help you further\nHuman Agent: Have a great day"]
["Customer: Hi. I have an old funlux camera and I don’t know how to set it up. I don’t know the name of the product. \nCustomer: Green flashing light\nCustomer: I don’t know what option to pick in the app to set up the device\nCustomer: Do I pick legacy?\nCustomer: Agent\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd33b844248492\nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Yes I connected to it\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera."]
["Customer: Troubleshooting\nCustomer: Camera not connecting\nCustomer: tried no luck\nCustomer: Not reading bar code\nCustomer: tried all 7 camera not reading bar code\nCustomer: done no work\nCustomer: camera connection issue\nCustomer: -1\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Would you be able to go through the QR code setup and take a screenshot of the code to send to me, I can check to see if perhaps the code itself is generating wrong or if something visual is bothering the code just by looking at it."]
["Customer: How can I hook my funlux nvr up to my wireless funlux cameras?\nCustomer: Thank you. \nCustomer: I can't figure out how to hook up the cameras to the nvr. \nCustomer: The cameras model is ZP - IBT15 - W and the nvr says - ZP - NL18\nHuman Agent: Hello, you've reached customer care, my name is Kylie. To assist you I will need to look up the cameras first, can you send me all the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid. If you for any reason don't see the ID number, just send me a picture of the cameras sticker instead for me to review."]
["Customer: Set up\nCustomer: No puedo recuperar el acceso a mi camara \nHuman Agent: Hola, has contactado con atención al cliente. Mi nombre es Grant. ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debería comenzar con ZMD y debería estar en una pegatina blanca en la cámara o en el soporte, normalmente debajo de un código de barras.\nCustomer: ZMD13CG47239245\nHuman Agent: Gracias. ¿Puedes desconectar la cámara, volver a enchufarla y decirme qué luz ves en la cámara cuando la enchufas?\nCustomer: Verde\nHuman Agent: ¿Es verde fijo o verde intermitente?\nCustomer: Fijo\nHuman Agent: Muy bien, debería cambiar a verde intermitente después de varios segundos. Si no cambia a verde intermitente, eso indica un problema de energía y la cámara no se enciende por completo.\nHuman Agent: ¿Está la cámara conectada a un cable de extensión o regleta? ¿O se enchufa directamente a un tomacorriente?\nCustomer: Si se pone intermitente \nHuman Agent: Bien, ¿entonces ahora parpadea en verde?\nCustomer: El problema que presenta es que la quite de un wifi y la coloqué en otro wifi y perdí la comunicación \nHuman Agent: ¿Podrías verificar la configuración WiFi de tu teléfono y ver si puedes ubicar la red inalámbrica llamada 'ZMD_SAP'?\nCustomer: Se desapareció después de haberle hecho reset\n\nHuman Agent: Si la luz parpadea en verde, significa que está desconectado y listo para ser configurado. ¿La luz de la cámara parpadea en verde en este momento?\nCustomer: Parpadea unas 2 veces y luego se coloca fija\nCustomer: Y así se la pasa\nHuman Agent: Bien, ¿entonces parpadea en verde varias veces y luego vuelve a estar en verde fijo?\nCustomer: Exactamente \nCustomer: Si\nHuman Agent: Ese es un problema de energía, no debería volver a estar en verde sólido. ¿Está la cámara conectada a un cable de extensión o regleta? ¿O se conecta directamente a un tomacorriente?\nCustomer: Directamente a un tomacorrientes \nHuman Agent: Entonces quizás quieras probar con una toma de corriente diferente. También verifique el enchufe de la cámara, desconéctelo y vuelva a enchufarlo tanto en el tomacorriente de pared como en la cámara.\nHuman Agent: Si aún vuelve a estar en verde fijo, es posible que desees intentar reemplazar el adaptador de corriente. La cámara utiliza un adaptador de corriente de 12V1A.\nCustomer: Lo intentaré \nCustomer: Ahora sí está intermitente \nHuman Agent: ¿Vuelve a cambiar a un color verde sólido en algún momento?\nCustomer: No\nHuman Agent: ¿Podrías verificar la configuración WiFi de tu teléfono y ver si puedes ubicar la red inalámbrica llamada 'ZMD_SAP'?\nCustomer: Voy a intentar"]
["Customer: Set up\nCustomer: I have a new internet service and need to reconnect my cameras and need help\nCustomer: I do not remember how I initially set them up.\nCustomer: I am asking for assistance \nCustomer: What is the procedure to reset up the cameras\nCustomer: May I have a phone number to call for assistance \nCustomer: Thank you\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: We will try the chat if that doesn't work you can schedule a call, I need help reco figuring my cameras as I have a new internet service.\nHuman Agent: Okay, for the Mini indoor cameras they use the QR code setup, im looking up the setups of the other cameras now as well.\nCustomer: Thank you\nHuman Agent: The Den camera only uses the Zink setup, soemtimes with those cmaeras you have to reset them first, to reset them you would press on the top and hold it until it makes noise and reboots. If it only shuts off that could be bad and mean it wont reset, but if that happens you can do a reboot then go through the Zink setup.\nCustomer: Thank you, I will try. Is your service 24/7\nHuman Agent: The garden light  porchtorch360 also only uses the Zink setup, for those kinds of cameras I recommend rebooting it manually first, you would unscrew it from power and then screw it back If you can go through the QR code setup with the mini cameras first that may help bring them all online though as with that setup when one camera connects it sends the signal around it and the other cameras can pick it up and try to connect potentially.\nHuman Agent: the chat is 24/7 but we only have live support until 5:50PM central time, as we close at 6. \nHuman Agent: the chatbot can give out setup directions if you say setup then the type of setup if you need that at any point."]
["Customer: Set up\nCustomer: I am unable to connect one of my cameras to the wifi using the QR code\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: How to restart the camera\nJust one moment, I need to get my glasses\n\nCustomer: ZMD19GDIH503123\n\nHuman Agent: Thank you. Let me take a look.\nHuman Agent: Alright, it looks like the camera is connected to your Wi-Fi network. You will want to add the camera to your account with a LAN Search in your app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: Ok, let me try that\nCustomer: So I'm using a SmartzEaze app.  Do I need to download a Zmodo app?\nHuman Agent: No, you can do it in Smartz Eaze. \nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Smartz Eaze app and tap on Devices. Tap on Add Device and tap on the four squares in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: Ok I'm not seeing the option \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" \nHuman Agent: Did you tap on the four squares in the top right corner after you tap on Add Device?\nCustomer: No, let me do that\nHuman Agent: Did you get my second message with the updated instructions?\nCustomer: When I did that the only option I have is \"Get Ready\" button or \"Get Help \n\" link that brings me to this chat\nCustomer: The grlet Ready button takes me to where I can add a device, but it doesn't give me the option to choose Wired or wireless camera already solid blue\n\nHuman Agent: That is at the bottom of the screen. What do you see at the top right of the screen after you tap on Add Device?\nCustomer: I see the 4 boxes at the top right\nHuman Agent: Tap on the four squares at the top right corner.\nCustomer: Ok I did that and it takes me to the screen that has the \"Get ready\" button and the \"get help\" link at the bottom of the page.\nIt is also a video playing in the middle of the page\n\nCustomer: Ok I just found it.  I had to exit out of the chat to see it.  So let me try that again\nHuman Agent: That is the screen with the four squares at the top right corner. Then you tap on the four squares and it takes you to a screen that says Zink, Smart Home, Legacy, and then at the bottom says \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\"\nCustomer: Ok got it.  That worked.  Thank you so much for your patience!\nHuman Agent: You're welcome."]
["Customer: I deleted some of the app are you able to put them back on?\n\nCustomer: I deleted some cameras off the app. Is there a way I can just reinstall them without having to be by the cameras \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I can rebind cameras that were once 0on this account back to it if they are online, Unfortunately though I am not able to see what the cameras were named previously so I would have to name them something simple to add them, but afterwards in the same area you deleted the device, you can name the device. \nHuman Agent: Looks like its showing me 3 previously bound cameras are online, did you delete 3 only 3 or were there more?"]
["Customer: Hi.  Need help with adding another cam\nCustomer: -1\nCustomer: It’s the zmodo mini plus wifi cam & it has a different app called smartz eaze\nCustomer: K tx\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nHuman Agent: You can use the same Zmodo app for it if you would like to.\nCustomer: I have another zmodo cam & the app is different. When i tried to create an account w/the new smartz eaze, it said my email was already in use so it won’t let me create a new account w/the new app. Wasn’t sure if I could add the mini to the old app?\nHuman Agent: The accounts are the same between the Zmodo and the Smartz Eaze app. You can use whichever app you want.\nCustomer: Oh lol u wrote this after I sent it. Ok so I don’t need to download tje new app then, good 🙂\nCustomer: Great tx!\nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: I’m having trouble connecting my devices\nCustomer: Human\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 19h2iha07963\nHuman Agent: Thank you. Can you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Flashing green\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nHuman Agent: When you show the QR Code to the camera, you can also hold the phone screen close to the Zmodo camera lens and pull it back. Watch the light in the camera closely and let me know if it changes from the flashing green.\nCustomer: It says connection timed out\nHuman Agent: Okay, we are not worried about what it says on the app. We are just worried about the camera.\nHuman Agent: When you show the QR Code to the camera, you can also hold the phone screen close to the Zmodo camera lens and pull it back. Watch the light in the camera closely and let me know if it changes from the flashing green.\nCustomer: It started flashing blue then timed out\nCustomer: It only started blinking green 1 time\nCustomer: Then started back flashing blue\nHuman Agent: Okay, so if it changed to flashing blue when you showed the camera the QR Code, then that means it is reading the QR Code. There could be a few reasons it is reading the QR Code and not connecting.\nHuman Agent: Could you send a screenshot of the QR Code that you are showing to the camera?\nCustomer: D/static_file/8927196828_1_20241028144323.png\nHuman Agent: Okay, it looks like your phone is connected to the ZMD_SAP network. You will need to connect your phone to your 2.4 GHz Wi-Fi network.\nCustomer: Ok doing it now\nCustomer: D/static_file/bdf565910e_1_20241028144802.png\nCustomer: It’s still saying connection timed out\nHuman Agent: Does the light change on the camera when you show the QR Code to the camera?\nCustomer: Yeah to a flashing blue\nHuman Agent: Is the antenna screwed in securely to the camera?\nCustomer: Yes\nHuman Agent: Alright, can you go to the Wi-Fi settings on your phone and make sure the network you are connected to is your 2.4 GHz network and not your 5 GHz or Guest network. If it is not your 2.4 GHz network, then connect to the 2.4 GHz network. Then, can you tap on the settings button next to your Wi-Fi network and tap on Forget this network? That will forget the network and it will disconnect you from the network, and it will show up in the list of available networks. Tap on the network and enter the Wi-Fi password to reconnect to the network.\nCustomer: It’s connected now\nCustomer: What do I do now?\nHuman Agent: Do the QR Code setup again. When you are entering the Wi-Fi password in to the app, tap on the eye icon so that you can see the password and doublecheck that there are no typos in the password.\nCustomer: D/static_file/9bed7a231e_1_20241028145839.png\nCustomer: This is what it is showing now before I go to the QR code\nHuman Agent: Tap on Next and it will ask for the Wi-Fi password. When you are entering the password, you can tap on the eye icon to see the password and be sure to doublecheck it to be sure there are no typos in the password.\nCustomer: It’s still flashing blue until it says connection timed out\nHuman Agent: That means it is reading the QR Code, but is not connecting. Is the camera plugged in next to the router?\nCustomer: No\nHuman Agent: Can you plug the camera in next to the router and try the setup? Being close to the router can help for setup.\nCustomer: How do I plug it in the router when it has to plugged into an outlet\nHuman Agent: No, plug it in next to the router. You do not plug it in to the router.\nCustomer: It is plugged right next to the router \nCustomer: It’s been plugged by the router this whole time\nHuman Agent: Okay, sorry, I asked and you said no it was not. The password you are entering in to the app is the same password you used to reconnect to the network after you forgot it, correct? I just want to doublecheck because sometimes people use the Zmodo account password.\nHuman Agent: And you did go to your Wi-Fi settings and forget the network and enter the password to reconnect?\nCustomer: Oh I am so sorry\nCustomer: Yes it is the same\nCustomer: Yes I did forget the network and reconnected it\nHuman Agent: Alright, then you can try restarting the router. You can unplug the router and leave it unplugged for 30-60 seconds. Then plug it back in and when the router finishes rebooting, try the QR Code setup again.\nCustomer: Ok"]
["Customer: Set up\nCustomer: Change network settong on cameras. I have a new wireless router and need to change my cameras setting to match\nHuman Agent: Hi my name is Wendy.  Front camera uses QR code setup.  Is the indicator light blinking green on the camera?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: Hello I am trying to hook up my camera first off it didn't come with a antenna secondly every time I try to scan the QR code it doesn't give me the connected notification\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD18ADIU501070\nHuman Agent: Can you try sending that Device ID again or send a picture of it? The ID does not bring up a camera in our system.\nCustomer: Yes\nCustomer: D/static_file/d96cb082b9_1_20241030132733.jpg\nHuman Agent: Okay, so because that is not very legible, we may want to try getting it connected to the Wi-Fi network first, and it will give you the Device ID when the camera is connected. If the camera does not have an antenna, then you can try plugging it in right next to the router and we can see what light comes on in the camera.\nHuman Agent: As for an antenna, an antenna like this one should work for the camera:\n\nhttps://www.amazon.com/Dericam-Universal-Security-Removable-Connector/dp/B01N3RVQRF/ref=sr_1_1?crid=1CJYSXVI7TEOJ&keywords=rp-sma+female+connector+inside+antenna&qid=1685121086&s=electronics&sprefix=%2Celectronics%2C99&sr=1-1\nCustomer: Yeah well the device ID not being very legible would be your fault. Also not having an antenna is you guys as fault as well because it should have came in the original packaging\nHuman Agent: You said that you purchased the camera used. We do not sell used cameras. So we did not sell you this camera.\nCustomer: Well when I purchased the camera it was all still brand new in the packaging. The person who sold me the camera showed me the receipt and it was just bought two days ago\nCustomer: Anyways besides the point how do I get my camera connected to the Wi-Fi\nCustomer: Hello\nHuman Agent: They may have purchased it used. We cannot guarantee that all of the parts will be included if it is purchased from a third party. You can setup the camera with the QR Code setup.\nHuman Agent: Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I've tried doing all of this last night\nHuman Agent: That is why you would want to plug it in right next to the router and then look at the light in the camera. The light in the camera will tell us the status of the camera and what we would need to try.\nCustomer: The light goes solid blue everytime I try to connect to the QR code\nCustomer: And then when I go look at my Wi-Fi app it shows me all of the devices that's connected to my Wi-Fi and the camera shows up as one of those devices\nHuman Agent: Okay, a solid blue light means it is connected to a Wi-Fi network. So then you can do a LAN Search in the app to try to find the Device ID. Is the camera plugged in right now?\nCustomer: When I do a LAN search it doesn't pop up any devices\nHuman Agent: Is the camera plugged in right now?\nCustomer: Although in my Wi-Fi application it shows the camera as one of the devices. It just doesn't show up connected in your ZMODO application\nCustomer: Yes\nHuman Agent: What light do you see in the camera right now?\nCustomer: Solid blue\nHuman Agent: Alright, then you can try the LAN Search again in the app. \n\nMake sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nHuman Agent: If you can see it on your router, then make sure it is not paused on the router.\nCustomer: Well I tried that part as well and it doesn't find it\nHuman Agent: Well, lets try it again right now since the light in the camera is solid blue.\nCustomer: Also this will be my first time hooking up the camera to my Wi-Fi so I don't know why it's giving me hassle\nHuman Agent: If you can see it on your router, then make sure it is not paused on the router.\nCustomer: It's not paused \nHuman Agent: The issue is probably that it is connected to another account. Whoever used it previously probably still has it on their account. And it probably does not have a good connection because it does not have an antenna.\nCustomer: True\nCustomer: How do I factory reset the camera?\nHuman Agent: If the camera is bound to another account, you cannot reset it. It would need to be removed from that account first. That is why I have been trying to get the Device ID and asking you to try the LAN Search again here.\nCustomer: Yes and I've tried the search it still doesn't pop up\nHuman Agent: Well, you had said you did it before, so I wanted to try again since the camera may have been restarted if you had unplugged it and plugged it back in. You can check your router settings and make sure it allows for devices to be discovered on the network. Is the network that you connected the camera to a Guest network?\nHuman Agent: Do you have any Wi-Fi extenders or a mesh network?"]
["Customer: Set up\nCustomer: how to add my devices\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: What does it mean if the camera light is blue\nCustomer: It's solid blue but the camera is not added yet \nCustomer: I need assistance with the set up\nCustomer: 1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you send me this cameras Model and ID number? this will be on the cameras sticker and the ID will start with ZMD. \nCustomer: The color is blue and \nHuman Agent:  Can you send me this cameras Model and ID number? this will be on the cameras sticker and the ID will start with ZMD."]
["Customer: Set up\nCustomer: Hi mu name is Edgar but I dont know english can you help me pleasd\nCustomer: Tengo unas cámaras WiFi que no tiene botón de reseteo \nCustomer: Si porfavor\nCustomer: Como configuro mis cámaras \nCustomer: La luz de mis cámaras están en azul\nCustomer: No guardan nada en mi nvr\nCustomer: Como contacto a un asistente \nCustomer: Gracias\nCustomer: Hola Hace unos días dejó de grabar mi me percaté que el disco ya no funcionaba entonces cambié el disco pero ahora ya no graba nada otra vez mis cámaras las cámaras están en color azul y otras están en verde parpadeando cuál sería mi problema Por favor ayúdame\nCustomer: Cuando intento conectarme al zmd_sap no conecta mi dispositivo \nCustomer: 1\nCustomer: Ya lo hice y no me conecta \nCustomer: Mi equipo no se conecta al zmd sap \nCustomer: Sigue sin conectarse \nCustomer: Agente \nCustomer: Si\nHuman Agent: ¿Podrías darme el ID del dispositivo de la cámara con la que estás trabajando? Debe empezar por ZMD o GSG y estar en una etiqueta blanca en la cámara o el soporte; suele estar debajo de un código de barras.\nCustomer: Es un kit \nCustomer: Son 6 cámaras mi nvr es este\nCustomer: D/static_file/94a29b2e87_1_20250312154133.jpg\nHuman Agent: El NVR se conecta al router con un cable Ethernet, pero las cámaras se conectan por wifi. Por lo tanto, tendría que configurar las cámaras por separado. ¿Está ahí con las cámaras ahora mismo?\nCustomer: Si\nCustomer: Que debo hacer? \nHuman Agent: ¿Puedes ir a una de las cámaras que necesitas configurar y darme el ID del dispositivo de la cámara?\nCustomer: Si\nCustomer: ZK8-BFS23NM\nCustomer: D/static_file/a983a6fcbd_1_20250312155214.jpg\nCustomer: D/static_file/3f38b321b0_1_20250312155242.jpg\nHuman Agent: ZK8-BFS23NM es el ID de la FCC, no el ID del dispositivo. Debe empezar por ZMD o GSG y estar en una etiqueta blanca en la cámara o el soporte, generalmente debajo de un código de barras.\nCustomer: Si\nHuman Agent: Esa cámara ya está en línea y conectada a una red Wi-Fi.\nCustomer: Pero no guarda nada en mi nvr\nCustomer: D/static_file/d3e3de7871_1_20250312155419.jpg\nCustomer: D/static_file/a48ff7266d_1_20250312155457.jpg\nHuman Agent: Bien, trabajemos con una cámara a la vez. ¿Con cuál quieres trabajar primero?\nCustomer: La terminación 57\nHuman Agent: Ninguno de los ID de dispositivo que me enviaste termina en \"57\". ¿Te refieres al ID de dispositivo ZMD12KN68204267?\nCustomer: Si\nCustomer: Perdón 67 \nHuman Agent: ¿Podrías desconectar la cámara, volver a conectarla y decirme qué luz ves en la cámara cuando la conectas?\nCustomer: Verde \nHuman Agent: ¿La luz es verde fija o verde intermitente?\nCustomer: Fija \nCustomer: Ya esta parpadeando\nHuman Agent: ¿Podrías verificar la configuración de Wi-Fi de tu teléfono y ver si puedes localizar la red inalámbrica llamada 'ZMD_SAP'?\nCustomer: Si\nCustomer: D/static_file/e72019b689_1_20250312160705.jpg\nHuman Agent: Haz clic en el icono \"+\" en la esquina superior derecha de la pantalla de inicio de la aplicación > selecciona ZINK > sigue las instrucciones. Primero te pedirá que te conectes a ZMD_SAP (que no tendrá conexión a internet) y luego que regreses a la página de configuración de Zink. Después, te pedirá que ingreses el nombre de tu red Wi-Fi doméstica (SSID) y la contraseña. Después, tendrás que volver a conectar tu teléfono a tu red Wi-Fi doméstica para acceder a la cámara.\nCustomer: Si\nCustomer: Hi\nCustomer: Si aquí sigo\nCustomer: No me permite \nCustomer: Conectar al zmd sap\nHuman Agent: ¿Qué sucede cuando tocas ZMD_SAP para intentar conectar tu teléfono a esa red?"]
["Customer: Hola\nCustomer: Spanish\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Soporte tecnico\nHuman Agent: ¿Cómo puedo ayudarte?\nCustomer: No puedo activar 2 cámaras nuevas ya e estado. Con otros colegas p no me an podido hayudar\nCustomer: Me dicen más de lo mismo\nHuman Agent: Sí, puedes salir del chat y volver al chat. Cuando muestre el código QR en la pantalla de su teléfono a la cámara, mantenga la pantalla del teléfono cerca y retírela de la lente de la cámara. Observe la luz y avíseme si deja de estar verde intermitente.\nCustomer: Q valla a la app p no se puede de alli\nCustomer: Se pone azul parpadea \nCustomer: Pero no conecta\nHuman Agent: Eso significa que la cámara está leyendo el código QR. ¿Puedes enviar una captura de pantalla del código QR que estás mostrando a la cámara?"]
["Customer: Set up\nHuman Agent: Hi my name is Wendy\nHuman Agent: Are the indicator lights on your cameras blinking green?"]
["Customer: Cant connect my camera\nCustomer: 1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you connecting your camera named MB? If so, in order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: My new camera isn't scanning the qr \nCustomer: I'll tryagain but nothing happens\nCustomer: Still not scanning the qr \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you send me a screenshot of the QR code so I can review it?"]
["Customer: Need to update wifi\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Agent\nCustomer: D/static_file/e7953aa8df_1_20250227110432.png\nCustomer: D/static_file/ec0501c7a0_1_20250227110454.png\nCustomer: My phone is connected to the Wi-Fi but I I had this message\nCustomer: Hello are you still there Kylie?\nHuman Agent: Yes, It looks like the code you are trying to scan may be the code on the camera directly, this is not meant to be used in the app to begin the setup and is causing this message to appear, do you have the start up guide booklet? that has the code you would scan to begin the setup. \nHuman Agent: If you don't have that start up guide/booklet just let me know.\nCustomer: I have the barcode after I scan it. I received that message.\nCustomer: D/static_file/935336b156_1_20250227110918.png\nHuman Agent: You need to check the Location settings on your phone. You need to make sure that Location services are turned on. Then make sure that the app has permission to use your phone's location. If there is a Precise Location permission, then that needs to be on, as well.\nCustomer: Ok \nCustomer: Yes I’m trying to fix that\nCustomer: Hello\nCustomer: Yes the location service is turned on\nCustomer: But still, I can connect it to the Wi-Fi\nHuman Agent: You need to go back to your phone settings and go to the permission settings for the app.\nCustomer: Yes I did that\nCustomer: D/static_file/10f3f6fb1b_1_20250227112222.png\nCustomer: D/static_file/f7da8513ee_1_20250227112318.png\nHuman Agent: Can you tap on Location? Set it to Allow While Using the App. Then go back to app and let me know what it says when you do the setup?"]
["Customer: live agent \nCustomer: i need to change wifi network \nHuman Agent: You would just want to do the initial setup with the new Wi-Fi information to connect the camera to the new network.\nCustomer: all of them??!\nCustomer: i have 6\nHuman Agent: Yes, you may need to setup all of the cameras. Some setups will try to connect other devices, as well, but you may need to setup each camera.\nCustomer: every time i do that zmodo changes my billing schedule Why???\nCustomer: plus they're up in the roof\nCustomer: do i need to bring them down  and scan them all again \nHuman Agent: Connecting the cameras to your Wi-Fi network is different from the cloud plan subscriptions. You do not have to remove your devices from your account or cancel your subscription to set them up."]
["Customer: Flashing blue lights\n\nCustomer: Tech support\nCustomer: Agent\nCustomer: Agent \nCustomer: Hello Kylie\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How can I assist you today\nCustomer: I changed my Wi-Fi router.  I was able to reconnect 3 of my 5 camera.  The others two are flashing blue.  What should I do?\nHuman Agent: Okay, can you send me those cameras Models and ID numbers? I will check and see what setup they use.\nCustomer: They are an older model and don’t do the qr scan well\nCustomer: Give me one minute \nHuman Agent: Okay.\nCustomer: D/static_file/d63fedc95b_1_20241231151700.png\nCustomer: D/static_file/10e83ce260_1_20241231151731.png\nHuman Agent: Okay, one moment while I look up these devices setup.\nCustomer: Thank you \nHuman Agent: It looks like for those two cameras there only setup is the QR code setup.\nCustomer: I have tried and they don’t do the QR code as good as the newer models \nCustomer: Any advise or should I try again?\nCustomer: It says I need a flashing green light to QR code scan, the cameras are both flashing blue\nHuman Agent: you can do the setup while its flashing blue, you can try rebooting the cameras and try rebooting the router if you have trouble at all. \nCustomer: I will try. Thanks for the assistance.  Have a good day \nHuman Agent: Okay great have a good day as well."]
["Customer: Troubleshooting\nCustomer: my cameras are not connecting to app\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: yes let me locate that \nCustomer: zmd16jcia202821\nHuman Agent: Can you send me a picture of the ID? \nCustomer: D/static_file/a1f910cdad_1_20240918172145.jpg\nCustomer: i have two other cameras that won't connect to my acct as well \nHuman Agent: Can you get those Ids as well\nCustomer: they don't have tags or id numbers like the one i sent above \nHuman Agent: Can you send pictures of any stickers on the cameras? \nHuman Agent: Were the cameras online fore on this account? \nHuman Agent: before*\nCustomer: i can send you a picture of them but there are no tags on the outside ones \nHuman Agent: Okay \nCustomer: D/static_file/96bec4b2bf_1_20240918173222.jpg\nHuman Agent: Are all 3 flashing green? \nCustomer: yes \nCustomer: D/static_file/1bcffca1d4_1_20240918173344.jpg\nCustomer: they flash blue when i scan the qr code and then don't do anything \nCustomer: it's like they aren't connecting to the app \nHuman Agent: Is the antenna connected to the black camera? \nCustomer: yes both outdoor cameras have the antennas connected  \nHuman Agent: Can you unplug the camera, wait 30 seconds then plug it back in. Once the camera is flashing green lets try the QR code set up again. Start with your phone directly in front of the camera, slowly pull back the phone from the camera lens until it is 8 inches away, and hold it there for about 40 seconds as still as possible. Please let me know if the light changes to flashing blue? If the camera still doesn't connect please take a screenshot of the QR code and send it in the chat. \n\nHuman Agent: With the 2 outdoor cameras\n\nCustomer: ok let me try that i'll be back in a min \nHuman Agent: Okay\nCustomer: so i did the scan and it flashes blue but then nothing else happens\nHuman Agent: Okay can you send me a screenshot of the QR code you are using.\nCustomer: yes \nHuman Agent: Thank you \nCustomer: D/static_file/724ca41c1c_1_20240918174156.png\nHuman Agent: Can you go to the settings app then wifi, tap on your wifi then tap forget. Once you have forgotten the network please tap on it again to reconnect.  \nCustomer: ok \nHuman Agent: Thank you\n\nCustomer: ok done \nHuman Agent: Any trouble reconnecting? Are you able to reboot the router at this time?\nCustomer: no trouble reconnecting. let me reset the router \nCustomer: it's resetting now \nCustomer: it usually takes a few mins to come back up \nHuman Agent: Okay, let me know once it reconnects \nCustomer: ok it's reconnected \nHuman Agent: Okay please try the QR code set up one more time with one of the black outdoor cameras\nCustomer: ok \nHuman Agent: Thank you, we are going to be closing here in 7 minutes, I can help till the end. Our live chat will be open again tomorrow from 9AM to 6PM CST. You can also schedule a call if you prefer by tapping the call schedule option. \nCustomer: we got it!\nCustomer: thank you! \nHuman Agent: You're welcome, is there anything else we can help with today? \n\nCustomer: all 3 are working now, i appreciate all your help. thanks for being patient with me \nCustomer: that's all have a wonderful evening ! \nHuman Agent: Happy to help! I hope you have a good evening!"]
["Customer: Set up\nCustomer: I'm having issues connecting my cameras \nCustomer: Hello\nCustomer: I'm having issues connecting my cameras i have used the qr code and they just don't sync\nCustomer: The light doesn't change\nCustomer: I have and the power is solid \nCustomer: I also have cleaned them as well\nCustomer: Yes they are completely clean and power is good\nCustomer: Can I talk to someone \nCustomer: Phone call \nCustomer: Ok thank you\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nHuman Agent: If you want to work with me in the Live Chat, then could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Yes I can get\nCustomer: I have many cameras\nHuman Agent: That is fine. Lets start with the first camera you are trying to setup."]
["Customer: Set up\nCustomer: Hi I’m trying to hook up my security camera but it’s been failing \nCustomer: More help\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera or a camera you have had set up previously \nCustomer: It’s a new one\nHuman Agent: Okay, have you only tried the Zink setup or have you tried the QR code setup?\nCustomer: I’ve tried the Zink and the QR code it never worked for both\nHuman Agent: OKay, when you tried the QR code setup, what color were the lights and did it only flash or did it go solid at any point?\nCustomer: It first went to a green solid then would blink, then it would change to solid blue\nHuman Agent: okay, if the light changed to a solid blue then that means its connected, is it still solid blue now?\nCustomer: Yes it is \nHuman Agent: Okay, that means it has connected, I can try to look up the device if you can give me the cameras ID number, the ID will be on the cameras sticker and start with ZMD\nCustomer: 10121h401605\nCustomer: So the surveillance footage hasn’t appeared on the app though \nHuman Agent: It may have come online but not added to the account, let me look up this device now, one moment\nCustomer: Thank you \nHuman Agent: I cannot find this device in the system, can you take a picture of the sticker and send that to me? I will make sure that I'm not missing anything. \nCustomer: D/static_file/5dbeed3127_1_20241114152631.jpg\nCustomer: Maybe I got a number or letter wrong sorry about that \nHuman Agent: Its okay, let me look this over and try it again. \nHuman Agent: It looks like this device is currently already on the account, its named Home\nHuman Agent: it looks like you have 2 cameras on the account both named Home \nCustomer: So I got two cameras and the first one set up fine \nCustomer: Then how come it doesn’t show the footage on the app? The first one does but not the second one\nCustomer: Let me go back and check it out I hope it doesn’t close this chat\nHuman Agent: You may have to close the app and reopen it again, but on my end it shows both cameras are tied to the account, they just both are named Home \nCustomer: Okay it’s working now! \nCustomer: I greatly appreciate your help! Thank you \nHuman Agent: Fantastic, no problem thank you as well. Have a great day"]
["Customer: I changed my wifi router so how do i connect zmodo to that\nCustomer: Is it called smartz app?\nCustomer: Ok but i dont have that app\nCustomer: I do not have the app\nCustomer: -1\nCustomer: Which app i need to get ?\nCustomer: Agent please\nHuman Agent: You would just need to do the initial setup method to connect the cameras to the new Wi-Fi network. The cameras on your account will use the QR Code setup. You can use the Zmodo app.\nCustomer: So i need to go to the camera to scan?\nHuman Agent: Yes, you would need to do the QR Code setup to connect the cameras to the new Wi-Fi network.\nCustomer: So for each camera i need to do that?\nCustomer: The link base that i have cannot do just through that?\nHuman Agent: No you cannot connect the cameras through the NVR system. You would just plug the NVR in to the router with an Ethernet cable and you would do the QR Code setup for the cameras.\nCustomer: Ok\nCustomer: So to set the camera up what am i suppose to do \nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Ok"]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Representative \nCustomer: 1\nCustomer: Camera was initially set up about a week ago. Worked great for a few days, then we lost power. After the outage, it didn't want to connect to the app. Tried to reset through the app. No luck. Tried to set it back up, but it won't connect to the app. Camera light is solid blue \nHuman Agent: If the cameras lights are a solid blue that means they are connecting to the netwrok, did you delete this camera or is it still on the account?\nCustomer: Deleted. It would not connect to app \nHuman Agent: Okay sometimes this can happen after deleting a camera that's already setup, it came back online once the router booted up and it would just need readded,  I can re add the camera back to the account for you I just have to name it what do you want me to name it for you? I don't know what it was named previously. \nCustomer: Lloyd Stall \nHuman Agent: I re added the camera successfully to the account, refresh and let me know if you can see it or not.\nCustomer: All is good! Thank you \nHuman Agent: Great, in the future dont delete the camera, it doesnt have to be deleted to go through the setup either way, The only reason you would really delete the camera is if you are moving it from one account to another or if you decide to stop using it.\nHuman Agent: Have a great day"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: How reconnect cameras to my internet \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Bluesolid but can not see device in iPhone \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Agent\nCustomer: Ok\nCustomer: Technical support agent\nHuman Agent: How can I assist you?\nCustomer: I have a new internet service and want my cameras to connect to but it's not so I need someone to add them back to the new internet \nHuman Agent: You will use the initial setup method to connect the cameras to the new Wi-Fi network. The four cameras on your account can all use the QR Code setup. Are you there with the cameras at this time?\nCustomer: Yes I am where the cameras are\nHuman Agent: Alright, can you go to the first camera you want to setup, unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: Red at the front and green at the side flashing\nCustomer: Red at the front is gone out and green at the side still flaahing\nHuman Agent: Alright, if it is flashing green, then that means it is ready for setup. You can open the Smartz Eaze app and tap on Devices. Tap on Add Device and follow the instructions on the app screen. It will ask for your Wi-Fi password. Once you enter the password you will get a QR Code on your phone screen. You will show the QR Code to the Zmodo camera. Hold the phone screen close to the Zmodo camera lens and slowly pull it back to 8-10 inches.\nCustomer: It saying connection time out and this is what I have been doing from yesterday and not getting through \nHuman Agent: Can you send a screenshot of the QR Code that you are showing to the camera?\nHuman Agent: Could you also try showing the QR Code to the camera again and let me know if the light changes on the camera while you are showing the camera the QR Code?"]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: I installed new router. How do I move cameras to new wifi network\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Hello I had some internet boxes changed in my house and now my cameras aren’t working.\n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Yes still here once I get to the connect the phone part it’s connected but it’s not letting me continue \nHuman Agent: I'm sorry, the connect your phone part? Are you meaning when you connect your phone to your own 2.4Ghz network?"]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: I've had the camera s for awhile  I got a new router and wifi  how do u reset the wifi /passwords \nCustomer: I've tried no luck\nCustomer: I have.\nTried to set up and it does not work.What do I need to do\nCustomer: I cnt log in or out\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could you go to one of the cameras, unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?"]
["Customer: Set up\nCustomer: I’m trying to set up two devices, cameras on a property I purchased from my previous subscriber. I have the serial numbers for both devices. Can you help me?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What are the IDs of the cameras? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Should I be setting devices via the app or website?  My device begins with ZMD\nHuman Agent: The app is where we would do setup. What are the IDs?\nCustomer: Zmd19b61h401833 and zmd19b61h401831\nHuman Agent: Is that possibly ZMD19B6IH401833 and ZMD19B6IH401831? With an I before the H rather than 1?\nCustomer: Yes\nHuman Agent: Okay, these are online. What would you like them to be named on your account? I can help add them. \nCustomer: Cam1 and Cam2\nHuman Agent: Okay, one moment. \nHuman Agent: Okay, they have been added. Please go to the home page of the app and if you do not see them, pull down to refresh. They will have central time by default so if that is not correct, you can change it by going to the live view, then the settings gear in the top right, then the ... in the top right, then the time zone option there. \nCustomer: Ok. I have not set up a cloud account on my Zmodo account. I presume I need to do that, and do the cameras need to be set to a local Wi-Fi?\nCustomer: Are you there?\nHuman Agent: Cloud is an optional service for extra recording and storage on your cameras so you may sign up for it if you would like, but do not have to. Currently they're already set up on wifi at the location they're at, but if you would like to move them to a different network, you could reset them and go through setup again. \nCustomer: So if I’m away and my phone isn’t on same WiFi how do I access?\nHuman Agent: As long as your phone has internet access in some way, you would just open the app and hit the live button on the cameras. The main thing is making sure the cameras are connected to the wifi at their location, but it appears they're already online. \nCustomer: Ok. Thanks. \nHuman Agent: No problem. Anything else I can help you with for now?"]
["Customer: Troubleshooting\nCustomer: Good morning and my device got accidentally pulled out of internet and I can’t get it to connect \nCustomer: Troubleshooting\nCustomer: Thank you \nCustomer: Good morning and I can’t scan my device and it accidentally got pulled out of input so I plugged it back in and still not connected \nHuman Agent: Hello, you've reached customer care, my name is Kylie, What color are the lights on the camera and are they solid or flashing?\nCustomer: No lights \nHuman Agent: Okay, can you try to cover the front to make it dark and see if the IR lights come on at all?\nCustomer: It’s to high up \nCustomer: But last night they were green\nHuman Agent: If you dont see any lights it may mean the camera is not getting any power. \nCustomer: Everything was working fine until the plug got accidentally pulled out and can you reset \nCustomer: Or help me to add device back on the other camera is working fine \nHuman Agent: Okay, it looks liekt he camera is online jsut not on the account. In the future dont delete the camera if you need to do the setup you don't have to delete the camera.  What would you like for me to name the camera?\nCustomer: Got ur ass\nHuman Agent: That is the same name as the other camera are you sure you want them both to have the same name?\nCustomer: One is named got yo ass and the other is got ur ass\nHuman Agent: Okay, I re added the camera now\nHuman Agent: You may have to refresh the device list but let me know if you can see the device live or not.\nCustomer: Much appreciated and Happy Holidays to you and be safe \nHuman Agent: No problem, you as well, have a good day. \nCustomer: I don’t see device"]
["Customer: Troubleshooting\nCustomer: How do I connect the camera to my home wifi\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: Camera will not connect to my wifi\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: My 2 cameras keep going offline. And the camera has green lights but it will not read the QR code \nCustomer: They work because I've had them 7 months. And I paid a lot of money for them. But just the last month this makes the second time that they quit working and says not connected to wifi\nCustomer: They have the green light on. However it will not read the QR code\nCustomer: I need a person \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I have 2 not working \nHuman Agent: Okay, lets start with one of the cameras. Whichever you want to start with is fine.\nCustomer: Zmd19g1hc06754\nCustomer: I think that's right \nHuman Agent: Thank you. Can you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Green \nHuman Agent: Is it flashing green or solid green?\nCustomer: It's flashing \nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: It will not recognize my code\nHuman Agent: When you show the QR Code to the camera, can you hold the phone screen close to the camera and pull it back? Then watch the light closely and let me know if it changes from the flashing green?\nHuman Agent: Can you also send a screenshot of the QR Code that you are showing to the camera?\nCustomer: I'll have to go through the process again so give me a minute \nCustomer: D/static_file/69860a2f88_1_20240917141730.jpg\nCustomer: Oh and BTW it just flashes green the whole time it's in front of the QR code \nHuman Agent: Okay, and there is not a blue light in the camera, as well?\nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: What do i go to?\nHuman Agent: Your phone's Wi-Fi settings."]
["Customer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Talk to agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I am trying to connect these two devices zmd19G1lHC07139 zmd19G1lHC07141\nHuman Agent: Okay, it looks like for both of those cameras they can use the Zink or the QR code setup, have you tried either of those setups with the cameras at all?\nCustomer: i use qr code but it didnot work\nHuman Agent: Okay what color are the lights on the camera and are they solid or flashing, also when you did the QR setup when you showed the code to the camera did it react at all?\nCustomer: flashing green\nHuman Agent: Okay can you go through the QR code setup again then take a screenshot of the QR code and send that to review?\nCustomer: ok\nCustomer: give me aminute\nHuman Agent: Okay\nCustomer: D/static_file/cc3cb8d650_1_20250108110034.png\nHuman Agent: The picture came in strange where tis cropped off, try taking a normal screenshot again and send it.\nCustomer: ok\nHuman Agent: Okay\nCustomer: D/static_file/24d03c50b5_1_20250108110524.png\nHuman Agent: Okay the code is not generating with your wifi info properly, where the wifi name should be its saying Unknown SSID, this means the app cant tell what wifi you are connected to to put the name there, Can you make sure the phones location is set to the on position, let me know if when you check it is already in the on position or if you had to turn it on.\nHuman Agent: Normally this occures becasue the location is off but if its on then its caused by some permissions not being allowed for the app so thats why I would need to know if its on or off when you check.\nCustomer: where can i check\nHuman Agent: Each phone type it can be in a different area in the settings, I recommend when you get to the phone settings to use the search at the top and type in location to find it. \nCustomer: ok\nHuman Agent: Okay\nCustomer: now i am able to view my wifi name\nHuman Agent: Great, go through the setup again then show the code to the camera.\nHuman Agent: If it fails you may have to reboot the camera by unplugging and plugging it in again.\nCustomer: green flashing and red on middle\nHuman Agent: You will want the red lights top turn off, those are the IR lights and mess with the setup to where the camera has a really hard time seeing the code (the phones screen is reflective and when in IR mode it makes it all black and white so the phones screen just looks all white or black to the camera) \nHuman Agent: Can you try bringing the camera somewhere with better/ more light so the red lights turn off?"]
["Customer: Set up\nCustomer: Light stays blinking green and blue \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're working on? The ID should be on a sticker on the device or it's bracket and will generally begin with ZMD or GSG."]
["Customer: Set up\nCustomer: I Cant setup my zmodo\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I cant setup my zmodo\n\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: zmd12c154211631\n\nCustomer: is it ok?\n\nHuman Agent: It looks like that camera will use the Zink setup. It is also setup on a different account. The camera is on a phone number account, ********670.\nCustomer: is my wife phone\nCustomer: should I write from here phone?\nHuman Agent: You would want to sign in to that account to either setup and view the camera or delete the camera from the account so that you can set it up on another account.\nHuman Agent: To connect the camera to your Wi-Fi network, you will use the Zink setup. Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home Wi-Fi network name (SSID) and Wi-Fi password. Afterwards, you will need to connect your phone back to your home Wi-Fi network to access the camera.\nCustomer: should I use the zmodo app or smartz app?\nHuman Agent: You can use whichever app you would prefer."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: I got new internet  serve now  I need to reconnect  cameras \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like RReRed and BBlBlueBlue use Zink setup, but all of the others on your account use QR setup. I'd recommend restarting everything, then starting with the QR code setup cameras as they may pull others online as you do them. \nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: I want buying the recording long\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You may purchase cloud recording plans from the cloud section of the app. I see two of your cameras are offline though. If you want to subscribe them, you will likely want to set them up first so I'll provide instructions for that below. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: Need phone number\nCustomer: I change my password on my WiFi \nCustomer: Yes I need help\nCustomer: Help get my camera working again\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Whenever you change the wifi name, passwrod or router to reconnect the cameras you would go through the setup with them, One moment while I look up your accoutn to see whats etup your cameras use\nHuman Agent: The cameras named Living room 2 and Bedroom only use the Zink setup, however all of the other cameras on this account use the QR code setup. WHat I would recommend you to do it reboot all of the cameras (unplug and plug them in) this will make all the cameras more sensitive for the setup, then pick one of the QR code cameras thata re nearby the Living room 2 and Bedroom cameras and go through the QR code setup with that camera, When it comes online with that setup it will them push a signal around ti and if the Living room 2 and Bedroom cameras are close enough and pick it up they will also come online without you needing to do two different types of setups. The camera when its set up pushes out the signal around it fro around 3-5 minutes so it can take a little bit of time for the cameras to potentially pick it up. If for any reason they dont then you can always still go through the Zink setup with those cameras but I recommend doing the Zink setup per camera. This means you would want to make sure you unplug 1 of the 2 Zink setup cameras, then do the setup, then when its connected, plug in the other camera and do the setup again with it. \nHuman Agent: Would you like for me to send you the QR code and the Zink setup instructions in the chat for you to follow and go through or are you familiar with both of those setup steps?\nCustomer: Help with it says off line\nCustomer: my WiFi was down now it’s up and need to get my camera  back wirking\nHuman Agent: When you look at the lights on the cmaeras what color are theya nd are they flashing or solid?\nCustomer: Flash green\nHuman Agent: OKay, The cameras named Living room 2 and Bedroom only use the Zink setup, however all of the other cameras on this account use the QR code setup. WHat I would recommend you to do it reboot all of the cameras (unplug and plug them in) this will make all the cameras more sensitive for the setup, then pick one of the QR code cameras thata re nearby the Living room 2 and Bedroom cameras and go through the QR code setup with that camera, When it comes online with that setup it will them push a signal around ti and if the Living room 2 and Bedroom cameras are close enough and pick it up they will also come online without you needing to do two different types of setups. The camera when its set up pushes out the signal around it fro around 3-5 minutes so it can take a little bit of time for the cameras to potentially pick it up. If for any reason they dont then you can always still go through the Zink setup with those cameras but I recommend doing the Zink setup per camera. This means you would want to make sure you unplug 1 of the 2 Zink setup cameras, then do the setup, then when its connected, plug in the other camera and do the setup again with it. \nHuman Agent: Would you like for me to send you the QR code and the Zink setup instructions in the chat for you to follow and go through or are you familiar with both of those setup steps?\nCustomer: I forgot how to set it up\nHuman Agent: QR Code Set Up steps\n\n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nHuman Agent: Zink Setup steps\n\n1.Check Network Compatibility:\n\nEnsure that the W-iFi network you want to connect the camera/s to, is operating on the 2.4GHz frequency.\n\n\n\n2.Access Zink Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the Zink option.\n\n\n\n3.Initiate Installation:\n\nEnter the number of devices you are trying to set up, tap on the check mark or next.\n\n\n\n4.Connecting to the ZMD_SAP\n\nTap on \"Tap Here to begin set up\" follow the onscreen instructions. The phone may warn you this network has no internet.\n\n\n\n5.Wi-Fi Password Entry:\n\nThe app will prompt you to select or enter your Wi-Fi name (SSID) and enter the Wi-Fi password. Remember the Wi-Fi and password are case sensitive.\n\n\n\n6.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nHuman Agent: Here are both of the setup steps, I would recommend taking a screenshot of both so you have these steps in the future. Let me know if you have any trouble with the setups or have any questions\nCustomer: I need to reset my password I do t know my old one \nCustomer: My WiFi is sane just my password changed\nHuman Agent: As I mentioned at the beginning of the chat, whenever you change the Wi-Fi name, password, or router, you have to go through the setup with the changed new info to connect the cameras to the network again."]
["Customer: New WiFi \nCustomer: We got a new WiFi and I don’t know how to reconnect. \nCustomer: Do I need to delete device and re-add the device?\nCustomer: We did not install the cameras, they were already here. What is the initial setup?\nCustomer: How do you connect to WiFi?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\nCustomer: These are cameras that have already been installed for years, they just went offline due to a new WiFi. Should I delete the devices and add them back? Is that what prompts the initial setup?\nHuman Agent: No, you will want to go through the Zink setup I described in my last message. I'll include the instructions again below. \n\nIn order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\nCustomer: I did not see any light flashing. No devices were found. \nHuman Agent: There should be indicator lights when the cameras are plugged in, do you not see any lights at all on them?"]
["Human Agent: Troubleshooting\nHuman Agent: My hek will not connect with the internet.\nHuman Agent: I did try everything.\nHuman Agent: I wantvto reconventie my camera to a New internet sourse.but it will not turn blue\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: speak to an agent \nCustomer: agent\nCustomer: Hello, i’ve been having issues with setting up Zmodo Camera, i have previously had it set up but it hasn’t been in use for so long, is there anyway you can factory reset it and i can set it up like new to get it connected ? i’ve tried everything \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will first need to look up the device, can you send me the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid. \nHuman Agent: Once I look up the camera I can check to see if its possible to do a reset from my end or not."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Unable to setup camera \nCustomer: Speak to representative \nCustomer: Speak to representative \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Speak to representative \nHuman Agent: You have been connected to a Customer Care Representative. My name is Grant. I read the chat history and you are having trouble setting up your camera. Could I have the Device ID for the camera?\nCustomer: Speak to representative \nCustomer: -1\nHuman Agent: You are already connected to a representative. You will have to communicate with me in order for me to help you.\nCustomer: Speak to representative on phone \nCustomer: (860)593-8017\nHuman Agent: Okay, we do our callbacks by appointment. We do callbacks Mon-Fri 9AM-12PM and 1PM-5PM CST. So I would need a phone number, your name, your account email, the time you would like your callback, and some details about the issue your are having.\nHuman Agent: It looks like we have every slot available tomorrow except for 4-5PM which is full.\nCustomer: 860-593-8020\nHuman Agent: Okay, we do our callbacks by appointment. We do callbacks Mon-Fri 9AM-12PM and 1PM-5PM CST. So I would need a phone number, your name, your account email, the time you would like your callback, and some details about the issue your are having."]
["Customer: Outdoor camera set up\n\nCustomer: Trying to get the camera connected to my wifi, but the camera does not accept the QR code\n\nCustomer: The new camera wants me to use the smartz eaze app, but I am using the Zmodo app.\nCustomer: What if I want to use the new camera with my Zmodo app. Is that possible?\nCustomer: How can I be sure my camera is compatible with the Zmodo app?\n\nCustomer: Is model zp-ibh27-w compatible with the Zmodo app\nCustomer: Connect with an agent\nCustomer: Thanks \nHuman Agent: You can use the Zmodo app to setup the Zmodo camera.\nCustomer: Is this camera model compatible with the Zmodo app?\nHuman Agent: Yes, you can use the camera with your Zmodo app.\nCustomer: During set up with a QR code method it won't accept QR code. It timesout?\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd19i2iha26179\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Green \nCustomer: Blinking green \nHuman Agent: Alright, lets try the QR Code setup again. When you get the QR Code on your phone screen, hold the phone screen close to the Zmodo camera lens and slowly pull it back. Watch the light closely in the camera and let me know if it changes at any point from the flashing green.\nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the Zmodo camera?\nCustomer: D/static_file/ef0394629a_1_20250304145904.png\nCustomer: It did not work \nCustomer: Still blinking green \nHuman Agent: The light does not change at any point while you are showing the QR Code to the camera? It may change back to flashing green, but we want to see if it even briefly changes from the flashing green.\nCustomer: It just flashed green \nCustomer: Continued to flash green while holding the QR code to the camera.\nHuman Agent: Could you please check your phone's Wi-Fi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Ok. Give me moment to do so.\nCustomer: Yes, I can continue. Did you see my last response?\nHuman Agent: The last message that came through was \"Ok. Give me moment to do so.\"\nCustomer: I do see the network named ZMD on my phone, but it says that it is saved but won't automatically connect.\nHuman Agent: Then you can try the Zink setup. Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home Wi-Fi network name (SSID) and Wi-Fi password. Afterwards, you will need to connect your phone back to your home Wi-Fi network to access the camera.\nCustomer: Ok. I will give that a try right now and be back with you shortly.\nHuman Agent: Alright, if you run in to any issues, please let me know what step you get stuck on.\nCustomer: When going through Zink steps it indicates that it can't connect to ZMD and gives me the option to close the app or pause the app, but does not allow me to enter the network info.\nHuman Agent: That sounds like your app stopped responding. So you would want to close the app to restart it.\nCustomer: I will try again. Give me a moment.\nCustomer: It brings me to the wifi networks, but does not let me connect ZMD\nCustomer: It says connected automatically to my wifi network.\nHuman Agent: Okay, do you see the ZMD_SAP network listed there?\nCustomer: Yes\nHuman Agent: Can you tap on it?\nCustomer: Yes, when I do it only give the option to forget, disconnect or share.\nHuman Agent: That means you are connected to the ZMD_SAP network.\nCustomer: D/static_file/78b758a789_1_20250304153416.png\nHuman Agent: Yes, you are connected to the ZMD_SAP network.\nHuman Agent: So what do you see in the app when you go to do the Zink setup?\nCustomer: D/static_file/387a608633_1_20250304153439.png\nCustomer: I will try Zink again and send you a screenshot \nCustomer: D/static_file/482b3b50d4_1_20250304153626.png\nCustomer: If I tap on ZMD, I get the connected but no Internet from the earlier picture \nHuman Agent: Yes, the ZMD_SAP network does not have internet. So what happens when you connect to it and then tap on Done?\nCustomer: D/static_file/590f1a4201_1_20250304154054.png\nCustomer: It does not allow me to connect to the Internet \nHuman Agent: The ZMD_SAP network does not have internet. It should say that there is no internet access.\nCustomer: Yes, you are correct that is what it says. I can then reconnect through my other saved connection, but that is all I can do.\nHuman Agent: No, you do not want to do anything. Alright, please connect to the ZMD_SAP network. Then tell me what you see in your app with the Zink setup. You do not need to connect to any other network.\nCustomer: Ok\nCustomer: I am going to try again. It did ask me to connect to my wifi after the ZMD, but it took too long to connect so I am trying again.\nHuman Agent: You got to a screen that asked for your Wi-Fi name and password? Did it give you a list of networks to choose from?\nCustomer: My network is 5g, what can I do now?\nCustomer: Agent"]
["Customer: Agent \nCustomer: Need help with reset camera \nCustomer: I don't have a reset button \nCustomer: The light is blue I'm trying to add new wifi and it keeps timing out i have deleted the camera from the app \nCustomer: I have did all of the above\nCustomer: Can you send a reset signal to my camera \nCustomer: I have a new wifi I change one camera but can not get the other to change tonthe new wifi \nCustomer: I.have done all of that \nCustomer: My camera still isn't working \nCustomer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie, I looked up your account just now and see that there was a device online but not tied to the account, I added it just now with the name 1, take a look at your device list, you  may need to refresh but let me know if you are able to see that camera live and if that was the one you were having trouble with or not."]
["Customer: Hello I am needing to change all of my cameras to a different WiFi network. I can’t seem to figure out how to do this. Can you please help?\nCustomer: Please send me what that process is, I didn’t keep paperwork\nCustomer: Please start from step 1\nCustomer: Agent\nCustomer: Agent\nCustomer: Please help Agent\nCustomer: Hi there, I have a new WiFi network at my house and need to update my cameras to the new network\nCustomer: Hello are you there?\nCustomer: Please help Kylie\nHuman Agent: Hello, you've reached customer care, my name is Kylie. To reconnect the cameras you would go through the setup so the cameras can get the new Wi-Fi info and connect, have you tried to go through the setups with any of the cameras at all?\nCustomer: I did not keep any paperwork from when I got the cameras 5 years ago. Can you send me the setup documentation?\nHuman Agent: All of the cameras currently tied to this account all would use the QR code setup. Have you tried that setup at all? it has step by step directions in the setup itself but I can also send you directions as well if you want those as well to follow along with. \nCustomer: Yea that would be great please. I don’t know how to do the QR code setup\nCustomer: My email address is lil.cohn@gmail.com that you could send the directions to please\nHuman Agent: QR  setup directions \n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nCustomer: I have not gotten any directions\nHuman Agent: I will also send the isntructiosn to your email. Let me know if you have any trouble while you try the setup.\nCustomer: Ok I’ll wait for the instructions\nHuman Agent: I sent the setups steps in the chat here and also just now I sent them to your email\nCustomer: Sending them in this chat will work since I’m not getting anything via email.\nCustomer: I got them in my email. Thank you Kylie\nHuman Agent: Thank you as well.\nHuman Agent: If you have any questions or need more assistance while you go through the steps feel free to let me know or contact us again should the chat timeout."]
["Customer: My camera is still not connecting.  My password is correct. \nCustomer: I'm still having problems. I did what you said and still nothing. \nCustomer: When I got the QR code and did like I was suppose to do it kept beeping and the light was blue. Then it said something about connection is timed out\nHuman Agent: Hello, you've reached customer care, my name is Kylie. When you look at the lights of the camera what color are they and are they solid or flashing?\nCustomer: My wifi password is correct \nCustomer: Right now it's blinking green\nHuman Agent: Okay, can you go through the QR code setup, then when you get to the QR code take a screenshot and send that to me in the chat to review.\nCustomer: Okay.\nCustomer: I took a screenshot and I don't know how to send it to you\nHuman Agent: you can attatch it into the chat and send it\nHuman Agent: If you have trouble let me know \nCustomer: How do I attach it\nHuman Agent: theres a button, it might look like a portrate,paperclip, mountain. you would tap on that then attach the photo.\nHuman Agent: If you still don't see it feel free to email it to me at the support email support@zmodo.com \nCustomer: I just emailed it to you\nHuman Agent: Okay let me check my email\n\nHuman Agent: I think you sent the wrong photo. you sent something not pertaining to the setup, can you try to send the  the screenshot of the QR code from the setup again.\nCustomer: Where is the reset button on the camera \nHuman Agent: There is not an external reset button for the camera.\nCustomer: Check your email.\nHuman Agent: Got the email now, one moment\nCustomer: Okay\nHuman Agent: The QR code itself looks okay. I would like to have you try doing something, it may help. Can you go to your phones Wi-Fi settings area, then next to the name of your Wi-Fi click the i or the Settings gear icon then select forget network. After you forget the network, go back to the Wi-Fi list then try to reconnect to the network again. This will refresh your phones connection to the network then after that You can try the setup again. \nCustomer: Okay\nHuman Agent: Okay, let me know if you still have trouble at all."]
["Customer: How do I change my WiFi on app\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: Where do I change the wifi password \nCustomer: I have a new router and need to connect it to my Zmodo camera\nHuman Agent: Hello, my name is Grant. The camera on your account will use the Zink setup to connect to your Wi-Fi network. Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home Wi-Fi network name (SSID) and Wi-Fi password. Afterwards, you will need to connect your phone back to your home Wi-Fi network to access the camera."]
["Customer: Troubleshooting\nCustomer: Live agent\nCustomer: I have been trying to get my cameras to reconnect for four days now I was out of town. I had a power outage I came back everything is on except for the cameras they’re blinking green light, but they will not reconnect. My Internet connection is strong I deleted two of the cameras, because I figured if I did that maybe I could reconnect them now they are not connected the other ones just say off-line \nHuman Agent: How can I assist you?\nCustomer: Live agent\nCustomer: 1\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I actually have several cameras, but I will start the first one\nCustomer: ZMD17g917800530\nHuman Agent: Thank you. Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it back in?\nCustomer: Sure, but I’ve done this several times already\nCustomer: Green \nCustomer: Not blinking \nCustomer: Now blinking \nHuman Agent: Good, if it is flashing green now, then you will want to do the QR Code setup.\nHuman Agent: To set up the camera, open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I’ve been trying to do the set up and it is not connecting. It is telling me that it can’t find it.\nCustomer: Iv done all of that, that is why I am reaching out\nHuman Agent: Lets do the QR Code setup again. When you show the QR Code to the camera, hold the phone screen close and pull it back. Watch the light closely and let me know if it changes from the flashing green.\nCustomer: Is there anyway you can connect it \nCustomer: I did that to my other camera and it changed to blue then said I took to long to try again. However I had my phone faced at the camera Qr code\nHuman Agent: No, I cannot connect your cameras remotely to your Wi-Fi network.\nCustomer: So if they won’t connect then what do I do\nCustomer: Iv been trying to connect them for 4 days now \nHuman Agent: There are several potential things we would do depending on what we see when we troubleshoot the camera. That is why I asked you to do the setup and hold the phone screen close to the Zmodo camera and pull it back and watch the light in the camera when you do that.\nCustomer: I did and it wasn’t reading the code \nHuman Agent: Okay, can you do it again now that we are here in the chat? I am not worried about what it says on the app. Just worried about watching the light in the camera.\nCustomer: So I did what you said and nothing\nCustomer: It turned blue then back to green and said it couldn’t find the QR code\nHuman Agent: Okay, so there was something. It changed to flashing blue. That means that the camera read the QR Code from the phone screen. That is what I was asking about to see if the camera was reading the code.\nHuman Agent: Can you send a screenshot of the QR Code that you are showing to the camera?\nCustomer: Said connection times out again\nCustomer: D/static_file/d36b460fb5_1_20240916144514.png\nHuman Agent: Alright, you said that there was a power outage. Did you change your router or the Wi-Fi name and password after the power outage?\nCustomer: Then after the blue it turned green\nCustomer: No everything else works and nothing was changed\nHuman Agent: Okay, then can you try restarting the router? Can you unplug the router, wait 30-60 seconds and then plug the router back in?\nCustomer: Iv done all of that already three times \nHuman Agent: Okay, if we don't want to do that again, then you can go to your Wi-Fi settings on your phone, make sure that the network you are connected to is your 2.4 GHz network. If it is not, then connect to that network. Once you are connected, tap on the settings button next to that network and tap on Forget this network. That will disconnect you from the network, but it will show up in the list of available networks. You can tap on it and enter the Wi-Fi password to reconnect.\nCustomer: Okay\nCustomer: I don’t understand what I am looking for \nCustomer: I’m connected to the same internet connection Iv always been \nHuman Agent: Are you in your Wi-Fi settings?\nHuman Agent: Are you connected to your 2.4 GHz network?\nCustomer: Yes \nHuman Agent: Tap on the settings button next to that network and tap on Forget this network. That will disconnect you from the network, but it will show up in the list of available networks. You can tap on it and enter the Wi-Fi password to reconnect.\nCustomer: Okay let me try\nCustomer: I just did \nCustomer: D/static_file/12c166e062_1_20240916145818.png\nHuman Agent: Okay, so you reconnected to the Wi-Fi network by entering the Wi-Fi password?\nCustomer: Yes\nHuman Agent: In your Wi-Fi settings, do you see any other Wi-Fi networks that you recognize? Is there a network with the same or similar name but ends with 2G or 5G or anything similar?\nCustomer: No\nHuman Agent: Okay, then you will want to try the QR Code setup again. This time when you are entering the Wi-Fi password in the app you can tap on the eye icon to see the password and make sure it is the same as what you entered to reconnect in your Wi-Fi settings and that there are not any typos.\nCustomer: Not connecting\nHuman Agent: And you tapped on the eye icon and it is the same password as what you typed in after you forgot the network?\nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Yes I did \nCustomer: I do see the ZMD \nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: how do I order another camera? This is too stressful.\nHuman Agent: You could purchase cameras from Amazon or our store at zmodo.com. I would recommend trying the Zink setup or checking your router first. The camera was reading the QR Code but not connecting, so it may be an issue with the 2.4 GHz network or you may only be broadcasting a 5 GHz network.\nHuman Agent: The new cameras would connect through the same methods as the current cameras you have.\nCustomer: Thank you\nHuman Agent: You're welcome."]
["Customer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Ezlink is only used on some of our oldest devices. What is the ID of the camera you want to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: How do I change the internet name and password \nCustomer: Can someone go in manual and do it for me\nCustomer: Set up my new internet name and password \nHuman Agent: HI my name is Wendy.  What is the device ID on the camera you are wanting to setup?\nHuman Agent: The ID will be on a sticker on the camera, it will start with ZMd or GSG\nCustomer: Zmd12kn83000687\nHuman Agent: ZMD12KN83000687 does the indicator light show a solid blue light?\nCustomer: Yes\nHuman Agent: What is your account email/phone? I should be able to bind it to your account \nCustomer: Samalmightyfat@yahoo.com\nHuman Agent: ZMD12KN83000687 has been connected to your account. If you refresh the app or log out and back in again you will see the camera on your account\nCustomer: My new wifi is dd76f0\nHuman Agent:  If you refresh the app or log out and back in again you will see the camera on your account\nCustomer: I have another camera \nHuman Agent: What is the ID?\nCustomer: Zmd58a91h501888\nHuman Agent: ZMD58A9IH501888 named porch\nHuman Agent: this camera is already on your account\nCustomer: Can you reset my nrv box\nHuman Agent: I see a NVR on your account -it shows online\nHuman Agent: ID ending in 1237\nCustomer: I need the nrv box to be on dd76fo \nHuman Agent: The NVR shows online\nHuman Agent: If you have more than one router you would want to connect the ethernet cable running from the back of the NVR to your router dd76fo \nCustomer: It's not on my new internet box\nHuman Agent:  you would want to connect the ethernet cable running from the back of the NVR to your router dd76fo \nCustomer: I have a new serial number \nHuman Agent: ok\nHuman Agent: you mean a device ID?\nCustomer: Jw23331a60003350\nHuman Agent: that doesn't look like a Zmodo ID\nHuman Agent: what is this ID for?\nCustomer: My new wifi box\nHuman Agent: I can't do anything to your wifi box, if you have questions about it you would need to contact the manufacturer of the wifi box or possibly your internet service provider\nCustomer: My nrv will not connect to my new wifi account \nHuman Agent: Do you have more than one router at the location?\nCustomer: No\nHuman Agent: The NVR connected to your yahoo account shows online -it is connected to the internet\nCustomer: How can I change internet \nHuman Agent: I don't understand your question.  The NVR is currently online\nHuman Agent: are you moving it to a different location?\nCustomer: Yes and putting it on a different wifi router \nHuman Agent: If you are wanting it connected to a different router you would need to unplug the ethernet cable from the router it is currently connected to and plug it in to the new router\nCustomer: I did it's not connecting to the new router \nHuman Agent: The NVR is online. its connected to something\nCustomer: The nrv bow is green \nHuman Agent: The 2 cameras that are compatible with this NVR CH4 & Smart device -are they setup to the same router that the NVR is connected to?\nHuman Agent: You only have 2 cameras on the yahoo account that are compatible with the NVR you have\nCustomer: I need to add more cameras \nHuman Agent: You would want to purchase 720p Zmodo wifi cameras like SKU: ZM-W0003\nHuman Agent: The NVR is 4 channel \nCustomer: How much is a nrv 8 channel \nHuman Agent: We no longer sell 720p wifi cameras but you may be able to find 720p wifi cameras SKU: ZM-W0003 on eBay.\nWe no longer sell NVRs or wired camera kits\nCustomer: Okay"]
["Customer: How do I change WiFi for my camera \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: How do I get a flashing green light?\nHuman Agent: When plugged in the camera should start solid green, then will go blinking green after a a short time when it is ready for setup. What is your current indicator light status?\nCustomer: It is blue because it is working on old WiFi.   I want to update the WiFi without loosing my subscription \nCustomer: Do I do a reset?\nHuman Agent: Is this the pool deck camera? If so, can you unplug the old router for now? It would then return to flashing green and you could go through the setup I mentioned to connect it to the new router. \nCustomer: No pool deck is current off.   It is the other one.   This one also has a subscription \nHuman Agent: The one named Building is already online to where you could view it in your app. If it is still in the old router, that would mean the old router still has internet access. If you do not want it on that one, you can press and hold the reset button on it's back until the camera restarts, then follow the QR instructions provided once it has returned to flashing green. \nCustomer: I unplugged the router it is flashing green.   Give me a minute to try to connect.\nHuman Agent: Sure. \nCustomer: Yes\nCustomer: It is now connected to new wifi\nHuman Agent: Wonderful. Is there anything else I can help you with for now?\nCustomer: Will the subscription carry over on this device?\nHuman Agent: Yes, so long as you have not cancelled it through Apple, it would remain active. I see it currently is paid through 11/11/25.\nHuman Agent: When or if you do cancel in the future, you would retain the time you have paid for, it just would not renew further. \nCustomer: Great.   Thank you.   You were a big help.\nHuman Agent: No problem, have a good day!"]
["Customer: Set up\nCustomer: I changed up my modem today and have a new password and it seems that my cameras aren’t connected. I don’t know where to access Wi-Fi for the cameras to put them on the new network.\nCustomer: Ty\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Great room, East side, and Garage can all use the QR code setup while the pool cameras would have to use the Zink setup. When setting up the QR code cameras though, if the pool cameras are close by, they may be pulled online automatically though. So I would recommend first starting with the QR cameras via my instructions below. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are the lights on this camera  solid blue or are they flashing blue or green at all?"]
["Customer: How do I change the Wi-Fi for my devices?\nCustomer: How do I change the Wi-Fi for my devices?\nCustomer: where do I find forget The old network\nCustomer: where do I find forget The old network\nCustomer: In the device settings, where it asks for the password, is that referring to the Wi-Fi password?\nCustomer: In the device settings, where it asks for the password, is that referring to the Wi-Fi password?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You can go to live on the camera you want to reset, then the settings gear in the top right, then the ... in the top right, then reset from there which will forget the old network. This is only necessary if trying to set up an already online camera. \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You can go to live on the camera you want to reset, then the settings gear in the top right, then the ... in the top right, then reset from there which will forget the old network. This is only necessary if trying to set up an already online camera. \nHuman Agent: Device password is for a feature that is no longer supported. \nHuman Agent: Device password is for a feature that is no longer supported. \nCustomer: So Dillon, you set up my two devices earlier today, and I am getting a poor connection and no live transmission, so wanted to connect them to a better Wi-Fi. Does that mean I would go through the process since they have already been set up as an online camera? \nCustomer: So Dillon, you set up my two devices earlier today, and I am getting a poor connection and no live transmission, so wanted to connect them to a better Wi-Fi. Does that mean I would go through the process since they have already been set up as an online camera? \nHuman Agent: If you want to swap them to a different wifi network, you can follow the instructions I provided there to reset, then once that is done and they have finished resetting they'll eventually go back to flashing green (ready for setup) at which point you can go back through the QR setup with the network you want to move them to. \nHuman Agent: If you want to swap them to a different wifi network, you can follow the instructions I provided there to reset, then once that is done and they have finished resetting they'll eventually go back to flashing green (ready for setup) at which point you can go back through the QR setup with the network you want to move them to. \nCustomer: Even if my devices don’t have a QR code sticker on them?\nCustomer: Even if my devices don’t have a QR code sticker on them?\nHuman Agent: The QR code is generated in the app and displays on the phone screen to show to the camera. \nHuman Agent: The QR code is generated in the app and displays on the phone screen to show to the camera. \nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nHuman Agent: You will need to finish the resetting process described previously before you will be able to go back through setup in this way. \nHuman Agent: You will need to finish the resetting process described previously before you will be able to go back through setup in this way. \nCustomer: Ok\nCustomer: Ok\nHuman Agent: Feel free to let me know if you have any trouble throughout the process. \nHuman Agent: Feel free to let me know if you have any trouble throughout the process. \nCustomer: Thanks \nCustomer: Thanks"]
["Customer: Troubleshooting\nCustomer: Tried all the above and no success. The previous user of the camera's had an account, dies he have to deactivate the account before I can get them to accept the QR code \nCustomer: How do I reach customer support \nCustomer: Agent\nCustomer: Ok\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Hi Kylie, okay but I will have to get back to you as I gave to get the ladder back out again to get the code for you \nCustomer: Camera's are up on the out side of bldg \nHuman Agent: That is alright., We would need the Device IDs to look up the cameras and then we can see what would need to be done so that you can setup and access the cameras.\nCustomer: Okay , sorry to not be organized, will get the id for device. There is 4 devices do you need all 4 IDs one is to find the acct etc\nHuman Agent: Yes, so each camera has a unique Device ID. With that ID we can look up the cameras in our system. We will be able to see if they are bound to an account and what account that is and what you will need to do in order to setup and view the cameras."]
["Customer: How do I get my camera going again\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you you just referring to your camera named kitchen or other cameras as well?"]
["Customer: Set up\nCustomer: I can't connect my camera to wifi it continues to tell me the bar code is invalid \nCustomer: Nothing is working. \nCustomer: I need to speak to customer service. \nCustomer: Can I please have customer service #\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: ZMD26JRI9204653\nHuman Agent: Do you still have the quick guide that came with the camera?\nCustomer: No sir\nHuman Agent: Okay I can send you the QR code you need to start the set up. Do you have another phone to do the set up with so we can continue the chat on this device. If not do you have a computer that can display the QR code if I email it to you. If so what is the best email to send it to? \nCustomer: milly_dale@yahoo.com\nHuman Agent: I have sent you the email with the QR Code. Tap the \"+\" icon on the app home screen in the top right. Make sure your camera is powered on and flashing green. Tap Start Installation at the bottom of the screen. Scan the QR code included in this email when prompted by the app. Follow on-screen instructions, input your WiFi password, and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Ok thank you. I'm getting into my email now\nHuman Agent: You're welcome. Please let me know if you have any issues or need any assistance.\nCustomer: I will thank you"]
["Customer: Phone app won’t recognize camera\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera you are trying to set up or a camera that was previously setup or used in the past?"]
["Customer: Can someone call me to zink cameras. \nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nHuman Agent: Also, the two cameras currently tied to your account named Patio and Front door only would use the QR code setup, not the Zink setup. \nCustomer: Okay, how can I get the QR code?\nHuman Agent: QR Code Set Up\n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\n\n\nHuman Agent: Here are the setup instructions for the QR code setup, you get the QR code from the setup itself."]
["Customer: You sent me the instruction to help update my cameras . They won't work still. frustrated. Bill came out checking account paid.\nCustomer: Do uean reset them\nCustomer: Do I reset and delete \nCustomer: Adding the camera back to the acccount how .\nCustomer: So lost on what to do\nCustomer: Been this already today with customer support. Updating need to speek to some one over phone . Did what said won't update.\nCustomer: Agent\nCustomer: Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How can I assist you today?\nCustomer: Devices won't update. She sent me instructions on how did not work still. \nHuman Agent: Okay, Currently on my end bopth of the devices appear to be offline, when a camera is offline it wont be able to update\nCustomer: How to put back on line?\nHuman Agent: you would go through the setup with the cameras to reconnect them\nCustomer: How do I get setup\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code."]
["Customer: Troubleshooting\nCustomer: My internet cut off last night and made my cameras stop working now my internet is on my cameras still are not working \nCustomer: How do I do that\nCustomer: How can I make my cameras work again \nCustomer: I don’t remember how I did the setup \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\n\nCustomer: I haven’t started yet \nHuman Agent: Okay. \nCustomer: So I got to take my cameras down to do this?\nHuman Agent: Not necessarily, you could potentially do it at their location, though there are more factors that could cause issues with them already mounted generally. That said, doesn't hurt to try and generally should be possible in most situations with them already mounted."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: My camera isn't working \nCustomer: My camera isn't working \nCustomer: 1\nCustomer: 1\nHuman Agent: Hi my name is Wendy.  front and rear cameras show offline.  Are the indicator lights blinking green?\nHuman Agent: Hi my name is Wendy.  front and rear cameras show offline.  Are the indicator lights blinking green?\nCustomer: Yes\nCustomer: Yes\nHuman Agent: Both cameras are in setup mode and can be setup using QR code setup\nHuman Agent: Both cameras are in setup mode and can be setup using QR code setup\nHuman Agent: QR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nHuman Agent: QR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: How do I setup the camera \nCustomer: How do I setup the camera \nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*"]
["Customer: Set up\nCustomer: When I connect to the cameras wifi then try to connect the camera to my home wifi, no network names pop up and when I try manually, it just doesn't load \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device first in order to properly assist, can you send me the cameras ID numbers and model that your having trouble with. The ID will start with ZMD or GSG, not the fccid. \nCustomer: None of that worked \nCustomer: 1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device first in order to properly assist, can you send me the cameras ID numbers and model that your having trouble with. The ID will start with ZMD or GSG, not the fccid. \nCustomer: Zmd16g317204510\nCustomer: ?\nHuman Agent: For this camera it wont use the EZlink setup at all\nHuman Agent: It looks like this camera uses the setup QR code or Zink primarily. Have you already tried both of those setups at all?\nCustomer: There is no QR code and I tried the zink \nHuman Agent: You get the QR code from the setup itself and show the lense of the offline caemra the QR code so it can scan it, then try to connect\nHuman Agent: QR Code Set Up steps\n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\n\n\nHuman Agent: Try the QR code setup and let me know if you have any trouble or questions along the way through the setup. \nCustomer: It says my camera belongs to a different account"]
["Customer: Troubleshooting\nCustomer: Can not get cameras to scan QR code and WiFi password is correct\nHuman Agent: Hi my name is Wendy.  The camera you are wanting to setup, is it new? or has it been setup before?\nCustomer: Was set up before I removed devices trying to get it to stop switching from ld from hd now they won’t connect\nCustomer: It’s 4 cameras\nHuman Agent: What are the device IDs on the 4 cameras?  The IDs will be listed on stickers on the cameras and start with ZMD or GSG\nCustomer: Zmd19G4IH401387\nHuman Agent: ZMD19G4IH401387 are you wanting this camera connected to jmainka18@gmail.com?\nCustomer: Zmd19G4IH401161\nCustomer: Yes\nCustomer: It’s 4 total\nHuman Agent: Zmd19G4IH401161 what color is the indicator light on this one? and is the light blinking or solid?\nCustomer: Blue\nCustomer: Solid\nHuman Agent: ZMD19G4IH401387  is bound to your account.  If you refresh the screen or log out and back in again you will see the camera on your account.\n\nZmd19G4IH401161 shows a solid blue light?  Could you unplug this one for 30 seconds then plug it back in again?\nCustomer: I’ve unplugged them all and reset internet, deleted app and re installed it nothing worked\nHuman Agent: Please plug Zmd19G4IH401161  in.  Let me know what color the indicator light is.\nCustomer: I don’t see any light now\nHuman Agent: Are you using an extension cord, power strip, or surge protector?\nCustomer: Green flashing\nHuman Agent: If the indicator light stays flashing green that means it is in setup mode.  You can setup this camera using QR code setup.\nHuman Agent: \nQR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: Zmd19G4IH400178\nCustomer: It’s right next to the router\nHuman Agent: ZMD19G4IH400178 what color is the indicator light on this one? and is the light blinking or solid?\nCustomer: Now solid green again after unpluging\nHuman Agent: The indicator light should be solid green when the camera is powering on then it will switch to blinking green which means its ready to be setup, then will change to solid blue when connected to your network.\n\nDoes it stay solid green even after its been plugged in for a little while? or did it switch to blinking green or solid blue now?\nCustomer: 78 is flashing green but still won’t scan\nHuman Agent: When you go through setup does the indicator light only blink green? or does it flash between green and blue during setup?\nCustomer: It’s continuously flashing but won’t scan \nHuman Agent: what color is the indicator light flashing during setup? green or blue?\nCustomer: Now it connected \nHuman Agent: yes ZMD19G4IH400178 shows online on your account now great!\nCustomer: 2 are working\nCustomer: 61 is not connecting\nHuman Agent: ZMD19G4IH401161 is online connected to your account\nHuman Agent: what is the 4th ID?\nCustomer: Zmd19G4IH400186\nCustomer: Trying to connect 61 and is flashing green/blue\nHuman Agent: That camera is currently online and linked to your account, under the name of smart device. Do you see 3 cameras on your account? \nCustomer: No just 2\nCustomer: 61 just flashes green/blue then goes to blue like it’s connected and it’s not showing on the app\nHuman Agent: Can you close the app and open it again let me know if you see 3 devices\nCustomer: All back online thank you \nHuman Agent: I'm glad that worked! Is there anything else I can assist you with?\nCustomer: It switched from hd to ld anytime I switch out of the app I don’t want to pay for storage if that’s how it is. I have a good connection and 500mb internet \nHuman Agent: The recording will be in HD. The LD and HD when viewing the live feed is to change it to LD when you have weak signal"]
["Customer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: I need to connect new internet I'm not sure where to do that\nCustomer: How do I connect my cameras to new internet \nHuman Agent: Hello, my name is Grant. To set up the two cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID listed on the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. The EZlink setup you inquired about is generally only used on some of our oldest devices so I just wanted to check in to make sure to get you the correct information for your device."]
["Customer: Troubleshooting\nCustomer: How to change existing router name to a new name router?\nCustomer: How do I change zmodo from an old router name to my new router \nCustomer: Can I speak to a live agent pl.\nCustomer: Hello\nHuman Agent: You will setup the cameras with the initial setup method using the new Wi-Fi information.\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I've tried that, it a new router different from the old router \nHuman Agent: Alright, well we will want to try it again here. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I have 4 zmodo cameras to connect \nHuman Agent: I understand, lets start with one of them."]
["Customer: Set up\nCustomer: I have a new router do I have to reset all my cameras\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Good afternoon I need to set a new wifi for the cameras but can't find where to look for a network \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: How to reset security camera \nCustomer: How to  reset wireless security camera \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/25ed157490_1_20250206151541.jpg\nCustomer: Zp-ibh23-w\nHuman Agent: That would be the Model, not the Device ID. It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD16FV17200646\nHuman Agent: That camera is connected to your Wi-Fi network, but is not connected to an account. You can try to search for it in your app with a LAN Search. \nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct."]
["Customer: Troubleshooting\nCustomer: Change the Wi-Fi name\nCustomer: Set up\nCustomer: Agent \nCustomer: Ok\nHuman Agent: To set up the four cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I already do that but I can't connect the camaras because they are connected to the other WiFi. I just change the name and password because the Wi-Fi star to having troubles \nHuman Agent: If the Wi-Fi SSID and password are different, then the cameras would not still be connected to the network. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD13JADA275720\nHuman Agent: Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: I can't disconnect because there are in the 2nd floor of my house\nCustomer: It's a light. It's blue and It's flashing \nHuman Agent: Okay, flashing blue means it is not connected. The light will change to either a solid blue or a flashing green. Watch the light and let me know when it changes. I expect it will change between flashing green and flashing blue, but we want to be sure.\nCustomer: Ok it's flashing in blue\nHuman Agent: Yes, keep watching the light and let me know when it stops flashing blue and the light does something different.\nCustomer: The light turn green. But it change back to blue\nCustomer: It's green again\nHuman Agent: That means the camera is not connected to a Wi-Fi network, so you will want to do the QR Code setup to connect it to your Wi-Fi network.\nHuman Agent: When the light is flashing green, hold the phone screen close to the Zmodo camera lens and pull it back.\nHuman Agent: Could you also send a screenshot of the QR code that you are showing to the Zmodo camera?\nCustomer: Ok let me see\nCustomer: D/static_file/5d7215e560_1_20250311140940.jpg\nCustomer: It's the same don't work\nHuman Agent: The camera is online. Is the light solid blue?\nCustomer: Yes I see. But only conect 2 of the 4 that I have I need to do the same with the other 2?\nHuman Agent: Yes, you can try the same setup with the other cameras.\nCustomer: Ok let me see\nCustomer: Thanks \nHuman Agent: You're welcome. Do you have any questions?\nCustomer: No that's all. Thank you so much\nHuman Agent: You're welcome."]
["Customer: My camera blinking green , I tried to connect with QR code but doesn’t connect \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/88aad7af41_1_20250220164826.png\nCustomer: This is my QR code , it doesn’t want to connect \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Hold on\nCustomer: ZMD13H3E2266977\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Blinking green \nHuman Agent: Alright, lets try the QR Code setup again. When you get the QR Code on your phone screen try holding it close to the Zmodo camera lens and slowly pull it back. Watch the light on the camera closely and let me know if it changes at any point from the flashing green.\nCustomer: Ok\nCustomer: Now is back to work. Can you share what was the issue ?\nCustomer: Thanks for your support \nHuman Agent: Likely it was just rebooting the camera by unplugging it and plugging it back in.\nHuman Agent: You're welcome.\nCustomer: But I did the same you told me many times . And nothing happened \nCustomer: Thanks once again \nHuman Agent: Just like any other electronic device, turning it off and turning it back on can often resolve any issues. So rebooting it and then doing the setup is likely what worked. You're welcome."]
["Customer: agent\nCustomer: problem adding camera\nCustomer: green and blue blinking lights will not turn solid\nCustomer: I have done all that several times and\nCustomer: agent\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: zmd12k168264655\nCustomer: We have tried one other time and concluded that there is a plus sign in my router that could be the problem\nHuman Agent: Thank you. Can you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: router password\nCustomer: solid green\nCustomer: blinking green\nCustomer: blinking blue\nCustomer: blinking green\nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: yes\nCustomer: I see it, where it hangs up at is after i put the ssid and password\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nHuman Agent: Alright, if you see the ZMD_SAP network, then you can do the Zink setup method.\nHuman Agent: Okay, when you get to the screen that asks for your Wi-Fi name and password, does it give you a list of networks to choose from?\nCustomer: no\nHuman Agent: Do you tap on Manual Setup before you type in the SSID and password?\nCustomer: after I put the ssid and password in it says waiting for connection then times out\nCustomer: no once it finds sap it goes to ssid and passworf\nHuman Agent: Okay, so that sounds like it is trying to connect the camera. Lets do the Zink setup and if you get to that step, watch the light in the camera and let me know if it changes from the flashing green light.\nCustomer: it blinked blue\nCustomer: back to green and blue again\nCustomer: now blinking green\nHuman Agent: That means the camera got the Wi-Fi information and tried to connect. Is the antenna screwed in securely to the camera?\nCustomer: yes all is right, last agent thinks it is the + sign in the password\nCustomer: your thoughts?\nHuman Agent: You can try changing the password. You may also want to try restarting the router or Wi-Fi extender that you are trying to connect the camera to.\nCustomer: I have had 1 camera on this system for seversal years\nCustomer: that is the reason I am asking for help to try and change the password \nHuman Agent: I cannot help you change the password to your Wi-Fi network. I do not have information on your router or how to change the password for the Wi-Fi network.\nCustomer: why do you think one works and now I cant add another? I have 7 more brand new cameras that wont connect\nCustomer: There is no way to manually add them?\nHuman Agent: If you have other cameras that will not connect, then it may likely be an issue with the router. Can you restart the router?\nCustomer: yea I can unplug it, takes a while to come back on line\nCustomer: I will try it\nHuman Agent: Alright, just unplug the router for 30-60 seconds and then plug it back in.\nCustomer: ok, thanks"]
["Customer: My camera won't scan the QR code \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you referring to your camera named front porch? If so, can you send a screenshot of the QR code generated in the app that you are showing it?\nCustomer: No. It's a different camera \nHuman Agent: Okay, what is the ID of the other camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: ZMD18L9IH501281\nCustomer: That's the id.\nHuman Agent: Thanks. It does look like that one would still use the QR setup. Can you screenshot the QR code generated during setup and send it here for me to check? \nCustomer: I'll try\nHuman Agent: Okay, thank you. \nCustomer: I can't. If my phone can do it, I don't know how \nHuman Agent: Taking a screenshot? Do you have an Android or an iPhone?\nCustomer: I took a screenshot and I don't know how to share it here\nHuman Agent: There should be a camera icon to send pictures. \nCustomer: I know where my pictures are stored and when I try to send them I cannot find the proper place to send them at this link\nCustomer: To this chat I mean\nHuman Agent: Do you see the camera icon in this chat? Alternatively you could send them to support@zmodo.com and then let me know once you've sent them there. \nCustomer: I'm sorry but the camera icon is not letting me push it\nHuman Agent: Okay, in that case can you send to the support@zmodo.com email I mentioned? \nCustomer: Now my phone is saying that I am not connected to the WiFi \nHuman Agent: Alright, can you go to your phone's Wi-Fi settings and tell me if it shows you connected to a network there?\nCustomer: It's connected!\nCustomer: I did not mean for that to look like I was screaming I'm sorry\nHuman Agent: You are connected to your Wi-Fi network?\nCustomer: I think so. Give me a second. I got a triple check this piece of crap"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: I just changed Internet providers. I’m trying to figure out how to set my cameras back online\nCustomer: I don’t remember how to set them up because it’s been so long\nCustomer: I don’t remember how I initially set them up and been too long\nCustomer: I don’t remember how to I need assistance\nCustomer: What do I need to do to hook the cameras to the new Wi-Fi?\nHuman Agent: Hello, my name is Grant. To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: ZMD17K2IFB01766 ist nach Neueinrichtung nicht in der App unter meinen anderen Kameras zu finden. LED leuchtet dauerhaft blau. Wie kann ich die Einrichtung erneut durchführen? Kann bitte jemand die Kamera in  Werskseinstellung zurück setzten?\nCustomer: Led ist blau\nCustomer: Led ist dauerhaft blau\nHuman Agent: Hi my name is Wendy.\n\nStellen Sie sicher, dass Ihr Telefon mit einem 2,4-GHz-WLAN verbunden ist (derselbe Router, mit dem sich die Kameras verbinden würden). Tippen Sie dann in der Zmodo-App auf das +-Zeichen in der oberen rechten Ecke und dann unten auf dem Bildschirm auf „Hier tippen“. um es hinzuzufügen\".\nHuman Agent: D/static_file/fc6029c38f_1_20240926111103.png\nCustomer: Keine Device gefunden wenn ich suchen lasse. 2.4Ghz ist alleine an 5Ghz ist aus am Router\nHuman Agent: Möchten Sie, dass die Kamera an den Account ramon.olischer@gmx.de gebunden ist?\nCustomer: Ja gern :-)\nHuman Agent: einen Moment\nHuman Agent: ZMD17K2IFB01766 ist jetzt auf Ihrem Konto.  Wenn Sie den Bildschirm aktualisieren oder sich von der App abmelden und wieder anmelden, wird es in Ihrem Konto angezeigt.\nCustomer: Ich probiere es. Danke \nHuman Agent: Gern geschehen\nCustomer: Es hat geklappt !!!! Feines arbeiten mit Euch. Dickes Lob 👍💯%\nHuman Agent: Gern geschehen! Ich wünsche ihnen einen wunderbaren Tag"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: How do I change the internet of the camera to my new current internet from the old one\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Is this the camera named camera 1 that is offline on your account? If so, you can do the following:\n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: Recently changed routers and can't connect camera the zmd_sap doesn't show up in wifi names \nCustomer: I've tried but can't find the zmd _sap network\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: ZMD13DQD9000990\nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: K ill try\nCustomer: So the camera flashes blue for awhile then flashed green for a while is that normal \nHuman Agent: That would generally mean it failed to connect if that is what occurred after you showed the QR code. Were you able to get a screenshot of the QR code to send here?\nCustomer: Got it working thanks \nHuman Agent: Wonderful, anything else I can help you with?\nCustomer: Nope thanks again have a good day\nHuman Agent: No problem, you have a great day as well!"]
["Customer: I need to get footage \nCustomer: If it's cancelled \nCustomer: Agent \nCustomer: 1\nCustomer: Hi\nHuman Agent: There are not any cameras on your account. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Gsg5001c0073792\nHuman Agent: That camera appears to be offline and not on your account. So it is not likely that there would be any footage recorded to the cloud since the camera is offline. You can try setting up the camera with the initial setup method and see if there is any footage if you had it on your account previously.\nCustomer: How to do that it doesn't reconnect or scan the QR code\nHuman Agent: Do you have the setup guide that came with the camera?\nCustomer: No\nHuman Agent: Okay, that model of camera could be made by a partner company. Is there any branding on the camera or on the power adapter for the camera?\nCustomer: It ask for the QR code and that was discarded \nHuman Agent: I can also send the QR Code for the setup in the app. Do you have another phone to do the set up with so we can continue the chat on this device. If not do you have a computer that can display the QR code if I email it to you. If so what is the best email to send it to? \nCustomer: Zmodo\nCustomer: Yes\nCustomer: Send it here on the chat\nHuman Agent: D/static_file/8399770a3b_1_20250226170724.png\nHuman Agent: Tap the \"+\" icon on the app home screen in the top right. Make sure your camera is powered on and flashing green. Tap Start Installation at the bottom of the screen. Scan the QR code included in this email when prompted by the app. Follow on-screen instructions, input your WiFi password, and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Ok\nCustomer: Give me a sec\nCustomer: It's not working \nHuman Agent: Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: I dod\nCustomer: I did \nHuman Agent: Can you also send a screenshot of the QR Code that you are showing to the camera?\nHuman Agent: Alright, and can you tell me what light you see in the camera when you plug it in?\nCustomer: When I do the set up n the qr code to scan the camera does pick it up\nCustomer: Red\nHuman Agent: Is the light a solid red or a flashing red?\nCustomer: It activates with movement \nCustomer: Solid \nHuman Agent: Are you talking about the infrared lights around the camera lens? There will be a single light, usually at the top that is a red or blue light. And it will be flashing or solid.\nCustomer: No other visible lights on this camera \nHuman Agent: Okay, can you unplug the camera again and plug it back in? Then look right above the camera lens and let me know if a light comes on on the camera?\nCustomer: Blink red\nHuman Agent: If that single light above the camera lens is flashing red, that means it is ready for setup. So lets try the QR Code setup again. This time, when you get the QR Code on your phone screen, hold the phone screen close to the camera lens and slowly pull it back. Watch the light on the camera closely and let me know if it changes from the flashing red while you are showing the QR Code to the camera.\nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the camera?\nCustomer: D/static_file/9609dcf9b5_1_20250226172505.png\nCustomer: Nothing doesn't read qr\nHuman Agent: Do you mean the light does not change from the flashing red light? It does not change to solid red, flashing blue, or just turn off completely at any point?\nCustomer: Just flashes red\nHuman Agent: Alright, just looking at the QR Code, there are a few display settings that you will want to check. First, turn off Dark Mode for the phone while doing the setup. Then make sure Eye Comfort Shield or any other blue light filter settings are off. Then make sure Bold Font is off and the Font Size or Text Size is set to default or smaller.\nCustomer: Yes it's all normal I moved it close far n still nothing \nHuman Agent: Okay, can you send a screenshot of the new QR Code that you have after making those display changes?"]
["Customer: Set up\nCustomer: I have a new Wi-Fi network and need to add my doorbell to it\nCustomer: Where can I find the initial set up process?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. If this is the same doorbell you had on your account in the past, it would use Zink setup. In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\nCustomer: It is flashing green\nHuman Agent: Okay, you can set it up using the setup method in my last message."]
["Customer: My cameras aren’t working at a new location. Do they have to be rescanned anytime I use them in a different location?\nCustomer: I don’t have the scan cards with me \nCustomer: Can u somehow provide me with the setup link? \nCustomer: Connecting to internet \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Whenever you change the wifi name, password or router you do have to go through the setup with the cameras in order to give them the new info and for them to reconnect once again. \nCustomer: I need a QR CODE to scan for my devices. Can u provide one? \nHuman Agent: Yes, I just now looked up your account to figure out what setup the caemras use so I could do that. I can send you the QR code to scan in the meshare app to beging the QR setup, this code I am going to send you is not meant to bring the cameras online only for starting the setup. The code you will use with the cameras for reconnection comes from going through the setup. \nCustomer: So basically without the original cards with me I can’t use the cameras? \nHuman Agent: D/static_file/562ae8d061_1_20250131094410.png\nCustomer: Thank you. I’ll try it now\nHuman Agent: No, you can either print out this QR code or you can have this code up on one device and scan it from another to begin the setup. Let me know if you have any other questions or need further assistance. \nCustomer: It doesn’t work \nCustomer: It doesn’t take me anywhere \nHuman Agent: You use it in the meshare app\nCustomer: Oh lol\nHuman Agent: yeah, when you click the plus to begin the setup it asks you to scan a QR code, this code I sent is that code. Once it is scanned then it will begin the QR setup for you."]
["Customer: My camera wont set up with qr code\nCustomer: Still nothing\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are wanting to setup? The device ID will be listed on a sticker on the camera and will start with ZMD or GSG\n\nCustomer: ZMD31J853204681\nHuman Agent: ZMD31J853204681 uses Zink setup.  Is the indicator light on the camera blinking green right now?\nCustomer: Yes\nHuman Agent: Camera should be plugged directly into a wall outlet as close to your router as possible with just the original adapter (no extension cords, power strips, or surge protectors). \n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nCustomer: Okay ill try that thanks \nHuman Agent: You're welcome!"]
["Customer: Troubleshooting\nCustomer: I need to get my cams back online \nCustomer: -1\nCustomer: Didn’t work I tried that \n\nHuman Agent: Hi my name is Wendy\nHuman Agent: Are the indicator lights on your cameras blinking green right now?\nCustomer: Can you help or no? \nHuman Agent: Are the indicator lights on the cameras blinking green? or what color are the indicator lights and are the lights blinking or solid?\nCustomer: Let me check I see no lights \nCustomer: Blinking blue \nCustomer: Ok what can I do it’s blinking green them blinking blue \nHuman Agent: Most of your devices use Zink setup, the cameras will need to be setup again -they are in setup mode if they are blinking\nHuman Agent: You'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nHuman Agent:   Please remain within 5 feet of the camera for the entire process.\n\nHuman Agent: Driveway and south cameras use QR code setup but they may get setup at the same time as the other cameras if you start with Zink setup first"]
["Customer: Hi, I'm trying to connect my cameras \nCustomer: 1\nCustomer: There is any number that I can call?\nCustomer: 1800 assistant \nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\nCustomer: Guide for connecting \nHuman Agent: you would go through the setup to reconnect the cameras again\nCustomer: Yes\nHuman Agent: Its the QR code setup you would go through\nHuman Agent: Here are the directions 1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\nCustomer: Where is QR?\nHuman Agent: you get the QR code from the setup.\nCustomer: Thanks \nHuman Agent: No problem, is there anything else I can assist you with today?"]
["Customer: Hi I’m doorbell camera is not showing live footage how do I get it to do that\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Is it currently blinking green?\nCustomer: How do I connect it to the internet?\nHuman Agent: Is it currently blinking green?\nCustomer: No it’s blue\nHuman Agent: Is it blinking or solid?\nCustomer: Soild\nCustomer: Does that mean it is not connected to the internet \nHuman Agent: Okay, the one on your account is showing offline. Is this the same doorbell or did you get a different one at some point since setting it up in 2021?\nCustomer: Same\nCustomer: It is the same one \nHuman Agent: Okay, let's try resetting it and going back through setup. There should be a pinhole reset I believe on the bottom of the unit. Press and hold that until the device restarts and goes to a solid green light. \nHuman Agent: Once it is then back to blinking green, you can do Zink setup. \n\nIn order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\nCustomer: Ok will do\nHuman Agent: Let me know if you have any trouble during the process. \nCustomer: Ok thank u  I reset it and it is blinking green\nHuman Agent: Okay, now you would do the Zink setup. \nCustomer: How do I get to zink setup?\nHuman Agent: In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\nCustomer: It said unable to connect to network?\nHuman Agent: When attempting to connect to the ZMD_SAP Network? Sometimes you may have to try a few times. If it won't connect still, you can try doing it manually from the phone's wifi settings. \nCustomer: It says add failure now\nHuman Agent: Please restart the phone, temporarily turn cellular data off (you'll want to turn this back on when you're done), and try again."]
["Customer: Set up\nCustomer: I’ve been trying to set up camera with QR code but it doesn’t work\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\n\nCustomer: D/static_file/cae217626d_1_20241112153226.jpg\nHuman Agent: The device ID may be at the top of the camera or on the bracket.  It will start with ZMD\nCustomer: This is all I’m seeing. I purchased this years ago and I’ve only been able to set 1 camera up so far. I don’t see any other writing on the camera\nHuman Agent: D/static_file/3a7d0bb345_1_20241112153412.png\nHuman Agent: D/static_file/f3c91cf05d_1_20241112153416.png\nCustomer: D/static_file/869405aae5_1_20241112153503.jpg\nHuman Agent: anything on the back of the camera or top of the camera?\nCustomer: D/static_file/1854d61937_1_20241112153524.jpg\nCustomer: D/static_file/5a35fab061_1_20241112153617.jpg\nHuman Agent: the device ID was removed I guess?  \nCustomer: D/static_file/616a4ca189_1_20241112153639.jpg\nCustomer: I didn’t remove it. That’s how I got it\nHuman Agent: Most likely the camera will use Zink setup.  Is the indicator light on the camera blinking green?\nCustomer: D/static_file/27051431b1_1_20241112153716.jpg\nHuman Agent: Most likely the camera will use Zink setup.  Is the indicator light on the camera blinking green?\nCustomer: Yes, and it turned blue a couple times\nHuman Agent: You will want to setup the camera using Zink setup\n\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nCustomer: Will I close this chat if I go try?\nHuman Agent: We will stay connected for 7 minutes without activity\nCustomer: Ok I’m about to try\nCustomer: Still here\nHuman Agent: ok did you have trouble ? or have any other questions?\nCustomer: Yes\nCustomer: It’s not working \nCustomer: D/static_file/3147200189_1_20241112154812.png\nCustomer: D/static_file/042d4d02ac_1_20241112154821.png\nCustomer: This is what it’s doing \nHuman Agent: Turn off your phone's mobile data - then go through setup again\nCustomer: Ok I’m about to try that\nHuman Agent: ok\nCustomer: I got through\nCustomer: Thank you\nHuman Agent: Great! Glad you got it setup"]
["Customer: Troubleshooting\nCustomer: No secure video connection\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Agent\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: I'm trying to connect a zmodo greet pro and I'm getting an error.\nCustomer: AP_ZMD was not connected, please try again.\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Hola\nCustomer: He escrito varias veces a soporte \nCustomer: Agent\nCustomer: Hola\nCustomer: Necesito por favor que revisen \nCustomer: Unas camaras \nCustomer: No se quieren configurar \nCustomer: Con el codigo QR\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. Necesitaré buscar el dispositivo. ¿Pueden enviarme todos los números de identificación y modelo de las cámaras? La identificación comenzará con ZMD o GSG, no con fccid.\nCustomer: Siempre le envio los datos y no me dan respuesta querido\nHuman Agent: No he recibido nada en este chat que pueda buscar para intentar ayudarte."]
["Customer: Troubleshooting\nCustomer: I just changed internet providers. How do I connect my Zmodo cameras to the new modem?\nCustomer: 1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\n\nCustomer: Ok. Thank you \nHuman Agent: No problem, let me know if you have any trouble."]
["Customer: Set up\nCustomer: I have set up the cameras before. Removed them. And now they do not want to reconnect. \n\nCustomer: I am reaching out. \n\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: I need help reconnecting my cameras\n\nCustomer: ZMD19H2HS17979\nHuman Agent: ZMD19H2HS17979 isn't pulling up any info there may be a typo\nHuman Agent: this camera has been setup before?\nCustomer: \nCorrection....\nZMD19H2HA17979\n\n\nHuman Agent: ZMD19H2HA17979 is not pulling up any info.  Could you please attach a clear picture of the ID?\nCustomer: Please hold. \n\nHuman Agent: thanks\nCustomer: ZMD19H2IHA17979. That should be correct\n\nHuman Agent: ZMD19H2IHA17979 thanks!  Is the indicator light solid blue?\nCustomer: Yes\nHuman Agent: Are you wanting the camera connected to this account? melissa1974.mbl@gmail.com\nCustomer: Yes\nHuman Agent: One moment\nCustomer: Please note that I have 8 cameras on my account. \n\nHuman Agent: ZMD19H2IHA17979 has been bound to your account.  If you refresh the screen or log out and back in again you will see the camera on your account.\nHuman Agent: What are the device IDs on the other cameras you are needing help with?\nCustomer: Thank you. \nHuman Agent: You're welcome\nCustomer: I will do one at a time\nHuman Agent: ok\nCustomer: I cannot send images. \n\nHuman Agent: You could email them to me at support@zmodo.com\nCustomer: Is there a customer service number I can contact?\n\nHuman Agent: If you prefer to talk to a phone agent I just sent you an invite to schedule a callback.\nCustomer: Please do.\nHuman Agent: Here is the invite again\nCustomer: I scheduleing a callback but I cannot submit it. \n\nHuman Agent: Make sure you have everything filled out.  No dashes in the phone number.\nCustomer: Submitted. \nHuman Agent: okay\nHuman Agent: Anything else I can help with?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: I changed modems from my internet server, different name and password, How do I change my Zmodo?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\nCustomer: I'll get back to you, I have an interruption\nHuman Agent: Okay. \nCustomer: To review, I have done all of the above several times and get an error. \nHuman Agent: Okay, what sort of error?\nCustomer: like it did not find my network. I typed and re typed, I'm sure I typed it in correctly. \nCustomer: Do I need an account or subscription? I have 4 cameras and bought them several years ago. until the cable company insisted I change modems, they worked fine.\nHuman Agent: So you're getting to the page where you enter your wifi information and getting stuck there? Not finding the network isn't an error there that I'm aware of, is it just not moving forward past that page or is it actually saying something?\n\nNo, a subscription is not related to the cameras being online and would not help. Changing routers causes devices to go offline as the new router would likely have a different network name and password which the cameras do not know so they cannot connect. \nCustomer: correct, I get the set up almost finished and it can't fine my new modem. I have reset it.\nCustomer: I have four cameras, but only one plugged in and the green light is working.\nCustomer: Blinking\nHuman Agent: Does it just spin for a moment and stay on the same page, give an error, or does it go on to a different page after you submit the wifi information?\n\nCustomer: it stops\nHuman Agent: By stops you mean the first option I mentioned of spinning and staying on the same page? If so, please make sure your phone is staying connected to ZMD_SAP, that you are within 10 feet of the camera, and try turning off your phone's cellular data temporarily before running through the setup. \nCustomer: it shows a X and says failure.\nCustomer: Ive been working on this for awhile. I shut the phone down once, no difference. I reset the modem once and now difference.\nCustomer: I get to the screen with put in ssid and passwork easily, with one camera and that camera is flashing green. \nCustomer: I type in the information and Failure? back arrow and can try again?\nHuman Agent: Do you have another phone you could try from? If not, the West from house camera is on an older firmware that would allow an alternate method of setup that we could try, but if we were to do that, you'd likely want to bring all the cameras near each other. \nCustomer: I have three cameras near, the fourth is outside, but unplugged. The camera west from house is the one I have blinking.\nCustomer: Only that camera is plugged in now.\nHuman Agent: Okay, with only that one plugged in initially you could try the instructions below. \nHuman Agent: Sorry, did not mean to send that quite yet. The instructions will be sent in a moment. \nCustomer: ok\nHuman Agent: Connect your phone to ZMD_SAP, open your phone's web browser (not the google search widget), enter this IP address in the URL bar- 192.168.10.1:8087\n\nOn that page, enter your 2.4Ghz network's name (SSID) and password keeping in mind they are case sensitive and must be typed completely correctly. For UserID enter 0 and client count enter 4. Tap on OK and if it goes to a page that has small text saying result ok along with other information, your camera should start to blink blue in a moment. At this point you should keep this camera plugged in and plug in the other cameras as well. If successful, the first one should then connect and then share the wifi information with the others nearby. \nHuman Agent: If they go to solid blue, they have connected. The initial camera should go solid blue if it connects, but will drop back to flashing to send the information to the other cameras before eventually reconnecting again and going back to solid blue. If there are any issues in the SSID or password, the camera will not go to solid blue. The same is also true if it is not a 2.4Ghz network or is otherwise incompatible for another reason."]
["Customer: need to speak with an agent\nHuman Agent: How can I assist you?\nCustomer: I tryed  to ajust the time on my camera and now it will not connect \nCustomer: Date and time \nCustomer: two cameras are workin exept one \nHuman Agent: Did you tap on Reset Device at the bottom after you changed your Device Time Zone?\nCustomer: i think yes\nHuman Agent: Okay, so tapping on Reset Device will reset the camera and you will need to set it up again to connect to the Wi-Fi network.\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: how do I do this I am not very savy on the computer  please help \nCustomer: yes\nHuman Agent: It looks like you setup the camera. Do you have any questions?\nCustomer: yes trying to reconect one camera\nHuman Agent: There are three cameras on your account and they are all currently online. Which camera are you having trouble with?\nCustomer: ZMD19G4IH418584 \nHuman Agent: Yes, that camera is on your account and online. Can you check the Live view for the camera?\nCustomer: it just came back on it is now working \nHuman Agent: Good, I am glad it is working. Do you have any questions?\nCustomer: dont know what you did but thank you for your help \nCustomer: no more questions \nHuman Agent: I did not do anything. You did the QR Code setup to connect it.\nCustomer: Thanks \nHuman Agent: You're welcome."]
["Customer: Tech suport\nCustomer: Tech support\nHuman Agent: How can I assist you?\nCustomer: My cameras are not reading my qr code for set up with new wifi \nHuman Agent: The cameras on your account will use the Zink setup to connect. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd12en83000293\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?"]
["Customer: Troubleshooting\nCustomer: My meshare camera won't connect\nHuman Agent: Hello, my name is Grant. Do you still have the quick guide that came with the camera?\nCustomer: I do not\nHuman Agent: Okay I can send you the QR code you need to start the set up. Do you have another phone to do the set up with so we can continue the chat on this device. If not do you have a computer that can display the QR code if I email it to you. If so what is the best email to send it to?"]
["Customer: I recently switched Internet services and can’t get my front camera to reconnect but my back one reconnected\nCustomer: Would you please tell me what the set up is?\nCustomer: Yes, I see a green light blinking on and off. I’ve already tried the QR code and it won’t accept it.\nCustomer: Yes, I’m here. I just tried doing what you told me and it did not work.\nCustomer: I tried to put the QR code up to the camera, but it didn’t accept the QR code. It told me that it timed out and to try again.\nCustomer: I’ve done those steps two or three times now will you please help me \nCustomer: I’m trying to connect my camera to the new Wi-Fi\nCustomer: Yes, I’ve just tried those steps and still nothing\nCustomer: When trying to set up the camera, it continues to flash green\nCustomer: OK, thank you I’ve done the steps and still nothing\nCustomer: Is there any possible way I can reset the Zmodo camera?\nCustomer: Where is the small pinhole on the camera? Where can I locate the reset button?\nCustomer: I can’t find the small pinhole on the camera. Can I give you my Zmodo camera model number and you can help me locate it\nCustomer: It’s ZP-IBH23-W\nCustomer: Yes, I need to reset my device and I can’t find the small pinhole\nCustomer: My device is a Zmodo camera and the model number is ZP-IBH23-W\nCustomer: I’m not able to do that. Will you please help me reset the device that I provided?\nCustomer: I can’t locate my small pinhole to reset my device\nHuman Agent: Hello, my name is Grant. There is not a pinhole reset button on that camera. If the light is flashing green, then it is already disconnected and ready for setup. \nHuman Agent: Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?"]
["Customer: My power went out 2 months ago now my cameras don’t work\nCustomer: Power is good to the cameras , I need help \nCustomer: Cameras are powered on , blinking blue\nCustomer: Yes , I need assistance connecting cameras\nCustomer: Blinking blue \nCustomer: I did everything you suggested , no luck connecting \nCustomer: Do I need to have my phone on the zmd_sap network to reestablish connection \nCustomer: I’ll try it \nCustomer: Nothing I do works , can yo connect cameras for me \nCustomer: The light is blinking blue .please explore options to help \nCustomer: Why can’t you help me \nCustomer: I already have the cameras registered , they won’t work \nCustomer: I’m continuing to have connectivity problems, help \nCustomer: I’ve done everything, still won’t connect\nCustomer: I need an agent to help me \nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account here first\nHuman Agent: I do not see any cameras on this account, are you able to send me the cameras Model and ID numbers for me to look them up? The ID will start with ZMD on the cameras sticker.\nCustomer: Ok , this will take a moment \nHuman Agent: Okay\nCustomer: Zmd13hpda238668,zmd19g1hc27964,zmd13hpda238664,zmd19g1hc27664\nHuman Agent: Okay let me look these Up.\nHuman Agent: Looks like most of the cameras may use QR code or Zink, there are a few that look like they can use both though. Can you unplug all the cameras except for one, then tell me which one you do this with and we can go through the setup together with that camera? \nCustomer: Ok, just a second\nHuman Agent: Okay\nCustomer: The one still connected is zmd13hpda238664\n\nHuman Agent: Okay, if its been plugged in for a little bit give it a quick reboot then get close to the camera and let me know what color the lights are and if theya re flashing or solid.\nCustomer: Flashing blue\nHuman Agent: Okay go to your phones settings to the Wi-Fi area and look to see if the network ZMD_SAP is there, if it is then that means this camera uses Zink, if it is not then that means the camera uses the QR setup. Just let me know what you see. \nCustomer: It flashes green then goes to flashing blue\nCustomer: Still flashing blue , \nHuman Agent: Thats okay, Did you see my message above?\nHuman Agent: I said \"Okay go to your phones settings to the Wi-Fi area and look to see if the network ZMD_SAP is there, if it is then that means this camera uses Zink, if it is not then that means the camera uses the QR setup. Just let me know what you see. \"\nCustomer: It went back to Starlink , zmd does not show\nCustomer: It was on zmd before we started this \nHuman Agent: Okay that means this camera uses the QR code setup not the Zink setup at all. Go through that setup with the camera then when you get to the QR code take a screenshot and send it to me. \nCustomer: I don’t know how to take a screenshot \nHuman Agent: depending on the phone it can be done different ways, do you have an android or an apple phone?\nCustomer: Apple\nHuman Agent: okay, you can try pushing both the up and down phone volume at the same time to see if that does it, or you can push the power and the volume down button together to see if that does it, or the volume up and the power button together to see if that does it. If none of those work then just let me know. Its a fast click of 2 buttons together that triggers it typically on most phones but not on all.\nCustomer: It did it ; but I’m talking to you on my I pad ; I got a screenshot on my phone , now what \nHuman Agent: oh, well that would make it a bit harder for you to send it to me, are you able to email me the screenshot from the phone? the email is support@zmodo.com \nCustomer: I sent it to you \nHuman Agent: Okay I will check my email now\nHuman Agent: Got the email now, the code itself seems fien viasually, can you show the QR code to the camera and let me know how the lights react? what we are looking for it to do is flash blue then turn solid blue but knowing how it reacts with the color can help me if it fails.\nCustomer: I heard the cameras click , it went to flashing green for about 3 seconds and now it is flashing blue, intermittently it will flash green , but it is flashing blue \nCustomer: It just a moment ago it flashed green 10 times , now back to flashing blue \nHuman Agent: That means it is trying to connect, but failing, can you check to make sure there are no typos in the password you typed in when you generated the code? it is case sensitive.\nHuman Agent: The network also has to be a 2.4GHZ network or else the camera wont be able to connect, is this network a 2.4GHZ network do you know?\nCustomer: Ok ,I’ll check \nHuman Agent: Okay\nCustomer: I reentered password . Starlink is 2.4 it worked great until we lost power two months ago \nHuman Agent: Okay, try the QR setup again and let me know how it reacts to the code again.\nCustomer: I reentered password, scanned the QR code , camera clicks then goes to blinking blue \nHuman Agent: you would want to keep holding the QR code while its flashing blue until it reacts and either turns a solid blue or a flashing green.\nHuman Agent: the clicking it sounds like was the IR lights, those do interfere with the cameras ability to read the code when those come on.\nCustomer: I’ve shown the QR code to the camera and held it for quite a while , I flashes green for 5 seconds and goes back to flashing blue \nCustomer: How about we try camera ending in 668 \nHuman Agent: Okay, that means its trying then failing. It could be something with the network thats not letting it connect. I know in the past I have had some CS who have had starlink have trouble becasue their Duel wifi netwroks were prioritizing the 5GHZ network and to resolve the issue they split the netwrok so they had a 2.4GHZ and a 5.0GHZ netwrok seperately and that worked.\nHuman Agent: you could try to do that or we could also try the setup with another device such as your tablet with the QR setup to see if it reacts the same or not.\nCustomer: It really cold out and I’m freezing -, I don’t want to but I’m giving up . \nCustomer: I have no idea how to split a network, but i can tell you it worked great for years \nHuman Agent: Okay, something I could do is send you the Call scheduler so you can get assistance over the phone next week if you would like to troubleshoot more later?  \nCustomer: Yes .thank you \nHuman Agent: Okay, I will send the scheduler into the chat here for you, let me know if you have trouble submitting it at all \nCustomer: It won’t let me select a date or time \nHuman Agent: Is it blank or? I will try to send it to you again, be sure not to put any spacing or dashes in the phone number.\nHuman Agent: 30th and 31st are the soonest says we have available, if you want another further date you would flip the calendar to January.\nCustomer: It won’t let me submit form"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nHuman Agent: \nHello, you've reached customer care, my name is Kylie. I will need to look up the device, can you send me all the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid."]
["Customer: Set up\nCustomer: How to change mi wify\nHuman Agent: Hello, my name is Grant. The two cameras on your account will use the QR Code setup method to connect to your new Wi-Fi network.Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: How do I change my internet information that changed\nHuman Agent: Hello, my name is Grant. The cameras on your account will use the QR Code setup to connect to a network with a new name and/or password.\nHuman Agent: Open the app and tap on Devices. Then tap on Add Device. Follow the instructions on screen and it will ask for your Wi-Fi password. Then you will get a QR Code on your phone screen and you will show that to the Zmodo camera. Hold the phone screen close to the camera and pull it back to 8-10 inches."]
["Customer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\n\nCustomer: Good morning\nCustomer: I just bought one of your battery operated cameras and am having trouble setting it up.\nCustomer: I plugged in the USB cable to charge battery.  Red light is on for quite some time and then goes off.  Green light never comes on.\nCustomer: was I supposed to get a different power cable?\nCustomer: Model ZH-IXA2F-W\nCustomer: Hello??\nHuman Agent: Apologies for the dellay, If the cameras lights go off when you unplug the camera that means you have not pushed the power button and held it to turn on the camera. \nCustomer: There is no power button on this camera\nHuman Agent: After the camera is charged you would press the power button which si foudn on the left of the plugin area for charging.\nHuman Agent: Are you able to take a picture of the back of this camera where it shows the plugin port and send that to me?\nCustomer: yes\nHuman Agent: Okay\nCustomer: whats your email\nHuman Agent: Are you unable to send the photo into the chat here?\nCustomer: ok,,, hang on a minute please\nHuman Agent: Okay, let me know if you have any trouble and I can give you the email as well to try.\nCustomer: picture not sending.  what is an email address?\nHuman Agent: You may send it to support@zmodo.com.\nCustomer: email sent\nCustomer: I pressed button on left side if usb port.  Green light is flashing.\nCustomer: how to I continue setting up camera to zmodo app?\nHuman Agent: Okay, one moment as I check for your email. \nHuman Agent: You would want to first turn on the device by pressing and holding the power button for 5 seconds and make sure your phone is connected to the 2.4Ghz wifi network you want to connect the camera to. If it's been long since you turned it on, you may also press the power button again to wake it up. From there in the Zmodo app, you would hit the plus button in the top right of the home page, choose the QR code option, select Battery Camera at the top, then hit Start Installation at the bottom. You would then continue on through the pages until you reach the one that requests your wifi password. On that page, it will say \"Your device(s) will connect to\" and then should show your wifi network's name. If it does not, you may need to turn on location or adjust the app's permissions to allow the location permission which is used to see what network the phone is connected to during setup. If that's showing properly, you'd enter your wifi password and may use the eyeball icon once you start typing to see what you've typed. Please keep in mind it is case sensitive. Once that is all correct, you can use the button at the bottom of the page to go onto the next page which will display a QR code on your screen that you would hold approximately 6-8 inches in front of the battery camera you are attempting to set up. It should then go to flashing blue once it has read the code and eventually hopefully solid blue if it connects successfully at which point the app would ask you to the name the device. If it does not connect though, please provide a screenshot of the QR code used in setup and let me know if the camera went to flashing blue upon seeing the code.\nCustomer: I'll try this and hopefully it will work.\nCustomer: thanks\nHuman Agent: No problem."]
["Customer: Buen día como configuro zmodo por wifi \nCustomer: Estoy conectado ZMD_SAP y no se que hacer \nCustomer: Español por favor \nCustomer: Agente \nHuman Agent: Bien, ¿ves la red ZMD_SAP en tu configuración de Wi-Fi?\nCustomer: Si\nCustomer: Si\nHuman Agent: Haga clic en el ícono “+” en la pantalla de inicio de la aplicación en la parte superior derecha > seleccione ZINK > siga las instrucciones proporcionadas. Primero le pedirá que se conecte a ZMD_SAP (que no tendrá conexión a Internet) y luego regrese a la página de configuración de Zink. Luego, le pedirá que ingrese el nombre de la red wifi de su hogar (SSID) y la contraseña de wifi. Luego, deberá volver a conectar su teléfono a la red wifi de su hogar para acceder a la cámara."]
["Customer: How do I change networks \nCustomer: Directions for initial set up\nHuman Agent: Hello, my name is Grant. To set up the camera on your account you will use the QR code method. Open the app and tap on Devices and then tap on Add Device. Follow on-screen instructions and the app will ask for your Wi-Fi password. A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Flashing green"]
["Customer: Is this a live chat?\nCustomer: Are you a robot?\nCustomer: How can get get a live person to help me because you are not answering my questions \nCustomer: Agent \nCustomer: Thank you Grant\nHuman Agent: How can I assist you?\nCustomer: I have a new router with new WiFi and have some of the older Zmodo cameras that are not reconnecting to the new WiFi. 2 cameras are new and I was able to connect them to new WiFi so my question is how do I connect the old cameras to the new WiFi?\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Those are outside cameras and I cannot reach them \nHuman Agent: Okay, well the cameras on your account will use the QR Code setup, so you will need to get to the cameras to set them up. Can you go to one of the cameras, unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it back in?\nCustomer: Device ID: ZMD14CEDA253238\nCustomer: I found this ID number on this app \nHuman Agent: Okay, can you go to one of the cameras, unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it back in?\nCustomer: I unplugged it then plugged it back and see no light \nHuman Agent: There will be a green or blue light in the camera, you may want to try covering the camera lens to better see the light, especially since it is mounted outside and may be difficult to see if it is bright.\nHuman Agent: To set up the camera, you will need to use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween when the light in the camera is flashing green.\nCustomer: I checked another camera and the light is green after unplugging it and then back on again \nHuman Agent: Is it a solid green or flashing green?\nCustomer: Yes and I got it connected now but why is telling me to pay fee if i already paid for it\nHuman Agent: You can just back out of that screen. And go back to the Home screen and setup another camera."]
["Customer: Set up\nCustomer: I can't find my set up guide for the qr code and when I scan the qr code on device it says invalid \nCustomer: Can u give me a code to put in manually for set up\nCustomer: It isn't giving me the option to put in my wifi \nCustomer: Please and thank u \nHuman Agent: Hello, you've reached customer care, my name is Kylie. It sounds l;ike youa re not scanning the correct code for the setup, the code you would scan is the code in the startup guide booklet, do you still have that?\nCustomer: No Ma'am I can't find it and when I scan the code that is on my device is says it's invalid \nHuman Agent: yeah you dont scan the code on the camera for the setup, Can you send me the cameras Model and ID number, I will check to see what setup the camera uses then send you the QR code you can use to scan and begin the setup.\nHuman Agent: The ID number will start with ZMD.\nCustomer: The only thing that is on it is \nGsg56jgc\n0004152\nHuman Agent: Okay, one moment while I look up this device.\nCustomer: I bought them like 2 years ago and just now using them again in a while and can't find a code or my set up guide \nHuman Agent: D/static_file/53ab2f5650_1_20250107104208.png\nHuman Agent: Here is the QR code you can use for the setup to start the setup. You would scan this in the meshare app, if you need to you can save the photo and display it from another device to scan or you can print it out.\nCustomer: I can't use this off the screen because I only have one phone and I have to use the camera to scan the code, it says I can enter it manually if u have that info for me \nCustomer: Do u have a manual code I can enter, I don't have a way to print this out \nHuman Agent: No there is not a manual code you would enter you have tos can a code to begin the setup form the meshare app.\nHuman Agent: Another app you can try the setup from is called Zmodo, you would download it and login with your account then go through the setup, it does not require you to scan a code to begin the QR setup you would just select the QR setup instead."]
["Customer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Phone number for customer service\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: I need help connecting my existing cameras that have been Disconnected for a year\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Yes, thank you, it’s ZMD 33IAE3231337\nHuman Agent: Thank you. Can you unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: Solid green\nCustomer: Now it’s blinking blue\nHuman Agent: It will change from the blinking blue. Watch the light and let me know if it changes to a blinking green or a solid blue.\nCustomer: It’s changing to blinking green now and back to blinking blue\nCustomer: Now it’s blinking green again\nHuman Agent: Good, that means it is ready for setup. The camera will use the QR Code setup method.\nCustomer: What do I do?\nHuman Agent: To set up the camera, open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I’ve already read that and it doesn’t work to a QR code because I don’t have one. I only have the cameras now not the box or instructions with a QR code on it.\nHuman Agent: Correct, you do not have a QR Code. You make the QR Code on your phone screen with the app.\nCustomer: Yes, I was trying to scan the QR code with my security camera. It’s not working.\nHuman Agent: Is the light still alternating between blinking blue and blinking green?\nCustomer: Yes\nHuman Agent: There should be a pinhole reset on the back of the camera. You can press and hold the button with a paperclip or something similar for 15-20 seconds. You will see the light on the camera change to a solid green when it resets. Then it will change to a flashing green and stay flashing green until you do the setup.\nCustomer: OK, looking for a paperclip\nCustomer: OK, it went solid green and now it’s flashing green and I heard it click which now I think it’s working but needs to be added, added on to its old title on my home screen\nHuman Agent: Is the light flashing green?\nHuman Agent: It looks like it is online now on your account."]
["Customer: Troubleshooting\nCustomer: Camera doesn’t read QR double checked wifi\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 1912IHA03011\nCustomer: ZMD1912IHA03011\n\nHuman Agent: Thank you. Let me take a look.\nHuman Agent: It looks like the camera is already online, so you will want to add it to your account with a LAN Search in the app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Smartz Eaze app and tap on Devices. Tap on Add Device and tap on the four squares in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: I’m still having trouble, the camera doesn’t read the QR. ZMD1912IHA03011\nHuman Agent: You would not do the QR Code setup. Did you get my messages about the LAN Search in your app?\nHuman Agent: I will send them again.\nHuman Agent: It looks like the camera is already online, so you will want to add it to your account with a LAN Search in the app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Smartz Eaze app and tap on Devices. Tap on Add Device and tap on the four squares in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: I get “No existing devices found on the LAN” I searched a few times\nHuman Agent: Alright, can you unplug the camera for me and leave it unplugged? I will add it manually to your account.\nCustomer: 👍\nHuman Agent: Thank you. I added the camera back to your account. You may need to refresh or restart the app to see the camera.\nHuman Agent: You can also plug the camera back in.\nCustomer: Im sorry, I forgot to screw the antena, is that the problem?\nHuman Agent: That could cause issues if you move the camera to a spot with a weaker signal, but the camera was online, so that was not likely the issue.\nHuman Agent: I want to let you know that the Live Chat support will close in 7 minutes. If we run out of time, I will send you an invitation to schedule a callback.\nCustomer: The camera still doesn’t work \nHuman Agent: Do you see the camera listed in your app?\nCustomer: How do restart the app?\nHuman Agent: Close the app completely, not just minimize it, and then open it again. You can also power off the phone or tablet and power it back on.\nHuman Agent: The Live chat support is closing for the evening. You can tap on Schedule Call to schedule a callback appointment if you would like to. Have a good evening.\nHuman Agent: The Live chat support is closing for the evening. You can tap on Schedule Call to schedule a callback appointment if you would like to. Have a good evening."]
["Customer: Set up\nHuman Agent: Hi my name is Wendy.  Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: Need help\nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \nCustomer: ZMD14GPE2285751\nHuman Agent: ZMD14GPE2285751 uses QR code setup.\n\nWhat color is the indicator light on the camera? and is the light blinking or solid?  The red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid.\n\nIf you cup your hands around the lens of the camera you can see the indicator light easier.\n\n\n\n\nCustomer: ZMD14GPE2286089\nHuman Agent: ZMD14GPE2286089 also uses QR code setup\n\nWhat color are the indicator lights on the cameras? and are the lights blinking or solid?  The red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid.\n\nIf you cup your hands around the lens of the camera you can see the indicator light easier.\n\nCustomer: Flashing green \nHuman Agent: Zmodo QR code instructions:\n\nBlinking green means the camera is in setup mode.  After you setup the camera the indicator light will switch to solid blue.\n\n-First go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n-Make sure your phone is connected to 2.4GHz wifi.\n-The room you are doing setup in needs to be bright. Turn lights on, open blinds.  Your phone's display should also be bright, turn your display brightness level up.\n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup."]
["Customer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Instalación guide IP\nCustomer: Agente \nHuman Agent: How can I assist you?\nCustomer: D/static_file/e8c15c9508_1_20250312131217.jpg\nCustomer: I chances my internet provider \nCustomer: Now i cantó Connect my device and my cameras\nHuman Agent: The NVR will plug in to your router with an Ethernet cable. The cameras may connect to your Wi-Fi network, so we would want to work with the cameras.\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/329114f807_1_20250312131359.jpg\nHuman Agent: That camera will use the QR Code setup to connect. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Solid green\nCustomer: Now is off\nCustomer: Now is blue \nCustomer: Blinking blue \nHuman Agent: The light will change from a flashing blue to a solid blue or flashing green. Let me know when it changes.\nCustomer: Flashing green\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: The QR code is not working on my phone and I'm doing it from 2 different sites \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to connect and would you be able to send me a screenshot of the QR code you're trying to use? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \nCustomer: Zmodo MOOEL ZPBH27-W FOCID ZKB-BFE23 MADE IN TANAN ZMD19G4H414487 Zmodo MOOEL ZPBH27-W FOCID ZKB-BFE23 MADE IN TANAN ZMD19G4H414487 Zmodo MOOEL ZPBH27-W FOCID ZKB-BFE23 MADE IN TANAN ZMD19G4H414487 Zmodo MOOEL ZPBH27-W FOCID ZKB-BFE23 MADE IN TANAN ZMD19G4H414487"]
["Customer: Hello, I need to talk to an associate\nCustomer: associate\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please let me know what questions you have\nCustomer: I have problems configuring my camera since they are in fixed blue that's why I need to talk to an advisor\nHuman Agent: What is the device ID on the camera that shows a solid blue light?\nHuman Agent: The device ID will be on a sticker on the camera and will start with ZMD or GSG\nCustomer: I already tried everything they recommended, I checked the power source, restarted the wifi and other things and they are still in fixed blue mode then I share a photo of both cameras since there are only 2\nHuman Agent: Please let me know the device IDs on the cameras you are needing help with.\nHuman Agent: D/static_file/0b8482d859_1_20241202154356.png\nHuman Agent: The ID may look similar to this picture\nCustomer: ZP-IBH27-W\nHuman Agent: The ID will start with ZMD or GSG.\nHuman Agent: I would need to know the device IDs starting with ZMD\nHuman Agent: If easier, attach clear pictures of the device IDs.\nCustomer: Ok\nCustomer: The problem is that they don't leave the fixed blue light state\nHuman Agent: Right.  They have a fixed blue light.  \nHuman Agent: I would need to know the device IDs so I can check the cameras for you.  Please let me know the device IDs on both cameras that show a fixed blue light\nCustomer: I want to talk to a live agent, please\nCustomer: Thank you, I appreciate it because this virtual assistant has not helped me at all and I really need to have access to my cameras, thank you very much\nHuman Agent: I would need to know the device IDs so I can check the cameras for you.  Please let me know the device IDs on both cameras that show a fixed blue light\nCustomer: To advance the story my cameras are stagnant in the fixed blue light lapse and I have tried everything but it still works to be honest I have tried everything for example I reset the power source restarted the internet restarted the internet routers I managed to create another account to see if it was that and nothing yet\nCustomer: D/static_file/7c34dcb12a_1_20241202155613.jpeg\nCustomer: false\nCustomer: There you can read the camera model legibly\nCustomer: false\nHuman Agent: ZMD19I2IH404091 are you wanting this camera connected to account Josevenezuela2211@gmail.com?\nCustomer: Yes\nHuman Agent: ZMD19I2IH404091 has been bound to your account.  If you log out and back in again you will see the camera on your account.\n\nWhat is the device ID on the second camera?\nCustomer: And there is another camera, there are two\nHuman Agent: ZMD19I2IH404091 has been bound to your account.  If you log out and back in again you will see the camera on your account.\n\nWhat is the device ID on the second camera?\nCustomer: Ok, I'll share them with you\nCustomer: D/static_file/6422578796_1_20241202155936.jpeg\nCustomer: That's the other camera\nHuman Agent: ZMD19I2IH404061 has been bound to your account.\nHuman Agent: log out of the app and back in again to see both cameras on your account.\nCustomer: Ok lo intentaré gracias\nHuman Agent: you're welcome"]
["Customer: I’m trying to reconnect to internet they were connected but I had password changed and now it’s not\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: Having trouble getting it to connect\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: It's not connecting to my new wifi at all how do I get it to conne t\nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: It's brand new wifi\nHuman Agent: Okay, you'll follow the instructions I sent to set it up on the new wifi. \nCustomer: I don't see them\nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: There has to be a simpler way this is ridiculous \nCustomer: I dint understand any of that were do I sign into stand select the new wifi\nHuman Agent: You would follow the instructions I sent to set it up. Is there a particular part you are having trouble with there that I could elaborate on?\nCustomer: I don't understand your instructions I need simple\nHuman Agent: What part are you having trouble with? I'd be happy to elaborate. \nCustomer: All of it\nCustomer: I'm about to throw my phone I am getting angry it should not be this difficult \nCustomer: What part of I don't understand your instructions do you get I need simple termsI don't understand computer talk\nCustomer: I'm too old fot this crap\nHuman Agent: Alright, let's try a slightly different route. \nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the Devices button on the home page of your app, then the Add Device option at the bottom of your device list. \n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: This too long unreadable for ne it needs to be simple 2 instructions \nHuman Agent: Unfortunately that is not possible. Are you able to find the devices button and then the Add Device option I mentioned?\nCustomer: Than I need someone to call me\nHuman Agent: You could arrange a callback for next week if you would like via the button below, but there are no further callbacks available for this week. \nCustomer: Not good enough\nHuman Agent: I'd be happy to help you from here, but if you'd like a callback, next Monday would be the earliest you could arrange a callback for."]
["Customer: How to connect to new WiFi network \nCustomer: How to find WiFi settings \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: Ok on sec\nCustomer: 19m41h514612\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: I just change my WiFi password \nCustomer: I just need to know how to reconnect \nCustomer: Solid green\nHuman Agent: To set up the camera, use the QR code method. The camera has to be flashing green. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code.\n\nCustomer: The app add a update can’t find the plus a icon \nHuman Agent: Tap device then scroll down there should be a plus sign at the bottom \nCustomer: Won’t read the barcode \nHuman Agent: Can you send me a picture of the QR code you are using? \nCustomer: Copy\nCustomer: D/static_file/e3fb001a77_1_20241022162034.png\nHuman Agent: Did the camera change to flashing blue only? \nCustomer: Yes\nHuman Agent: Are you able to reboot the router at this time? \nCustomer: Yea\nHuman Agent: Okay please reboot the router once its back online let me know. \nCustomer: Ok\nCustomer: Back online bac up \nHuman Agent: Okay are the cameras flashing green? \nCustomer: Yes\nCustomer: There working now \nCustomer: Thank u\nHuman Agent: I'm glad that worked! Is there anything else I can assist you with?"]
["Customer: My cloud shows u have no subscription \nCustomer: It says I don’t have any active \nCustomer: I am asking \nCustomer: Omg\nCustomer: I paid for years subscription \nCustomer: I just asked where is my subscription\nCustomer: I did it doesn’t show up \nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I check your subscription status. \nCustomer: Madeit2houston@yahoo.com.  \nCustomer: Thank you\nCustomer: Bridget derrough\nHuman Agent: It looks like it's applied and properly recording, what sort of issue are you experiencing with it? \nCustomer: 8328080830\nCustomer: It won’t show me anything in cloud \nCustomer: Day u ordered it camera stopped working on the second camera \nHuman Agent: So if you hit playback on your camera, there are no yellow or red sections in the timeline there? \nCustomer: That’s there without subscription. Correct \nHuman Agent: Second camera? There is only one camera on your account. \nCustomer: I deleted second trying to get it back to working tried to reset it\nCustomer: It was two until that day right after I activated it\nHuman Agent: Okay, but so for now you're trying to access playback on the camera that is online and on your account, correct? \nCustomer: Playback from awhile back yes\nCustomer: It tells me no subscription on my side \nHuman Agent: Okay, for now to start, let's just check today's footage as I can confirm it has been recording. Can you go to playback for today, take a screenshot, and send it here please? \nCustomer: Ok brb\nHuman Agent: Okay, thank you. \nCustomer: D/static_file/482b9dcd02_1_20241031132805.png\nHuman Agent: That's not the playback page. Please go to the home page of the app and then hit playback on your camera. \nCustomer: D/static_file/d382d408c8_1_20241031132849.png\nHuman Agent: That is showing footage on that page, but you have a clips plan and are accessing a section with no motion. Clips plans record all motion as video, but do not record anything when there is no motion. The cloud plan would do the same, but when there is no motion it would take a screenshot every 10 seconds.\nCustomer: How to add camera back. Can you look up number bc it’s no code on it \nCustomer: Second one I had \nHuman Agent: The other camera previously on your account can be set up via the instructions below. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and scan the QR code I've provided below to access the setup. \n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nHuman Agent: D/static_file/0ab6601c74_1_20241031133323.png\nCustomer: Ok thanks\nHuman Agent: No problem, let me know if you have any trouble."]
["Customer: Set up\nCustomer: My cameras have been offline I need to reset them\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: I have a device connected to the internet but doesn’t show up as one of my devices\nCustomer: Led light is blue they are the 1080p full HD indoor outdoor\n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the device? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: D/static_file/242f497382_1_20250307164620.jpg\nHuman Agent: Thank you, one moment as I look it up. \nHuman Agent: This device is on your account and named Smart Device. \nCustomer: D/static_file/4b8fa4bb0f_1_20250307165150.png\nCustomer: It doesn’t show it on this screen \nHuman Agent: Please close your app and then reopen it. \nCustomer: That worked thank you! \nHuman Agent: Wonderful, is there anything else I can assist you with?"]
["Customer: Live agent \nHuman Agent: How can I assist you?\nCustomer: D/static_file/a1d375b69e_1_20250107101128.jpeg\nCustomer: I bought this camera\nCustomer: And is not connecting to the app\nCustomer: It tells me to scan the qr code\nCustomer: It says “is connected “ \nBut nothing else happens after that\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: What time r u open until today?\nHuman Agent: Our Live Chat support is available Mon-Fri 9AM-12PM and 1PM-6PM CST.\nCustomer: Im going to have to reach out at 1 pm EST because I noticed that i left the camera at the spa where it will be installed \nAnd I am home now\nCustomer: But i will go there in a few hours and i will contact u again\nHuman Agent: We would not be available at 1PM EST. We would be closed at that time, but would be available again at 2 PM EST."]
["Customer: I hate that stupid pattern   It won’t work\nCustomer: Yeah I can’t get the camera to see that pattern it is supposed to see\nCustomer: Threat damn qr code\nCustomer: The QR code won’t work\nCustomer: 10 times\nCustomer: That is the wurst idea any one ever had\nCustomer: Make it work\nCustomer:  Are you joking?\nCustomer: Fu\nCustomer: The at code won’t work\nCustomer: No\nCustomer: Troubleshooting\nCustomer: Human\nCustomer: I hate the qr   Why do you do this to people?\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/5fce362e12_1_20240917173901.jpg\nCustomer: D/static_file/66e8780a3f_1_20240917173942.jpg\nCustomer:  That damn code never works except I got 1 of them on\nHuman Agent: The first camera is still offline, but the second camera is online right now.\nCustomer: But bottom one just wont\nCustomer: Neither of the one you see are on\nHuman Agent: Yes, the camera named Shop is showing online. Can you go to the Live view for the Shop camera?\nCustomer:  There has to be a better way\nCustomer: Ok great  it wouldn’t register but it works now\nHuman Agent: Yes, it read the QR Code and connected to your Wi-Fi network. So we will want to take a look at the Driveway camera now. Can you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: I can’t tell you how horrible that code crap is  \nCustomer: I hate it\nCustomer: It finally worked   Fix that please  it is awful\nCustomer: Thanks  bye\nHuman Agent: You're welcome. I am glad that the QR Code setup worked for your camera. Have a good day."]
["Customer: Set up\nCustomer: i'm trying to set up my device when the green light is on I'm trying to connect to the zink But it's telling me that it's not connecting. What am I doing wrong\nCustomer: what is the original set up method?\nCustomer: am I able to get a customer service representative to help me?\nCustomer: hello Dylan, I'm trying to set up my cameras, but for some reason, it is not linking to the zink link\nHuman Agent: Hi, thank you for contacting support. When you said it is green, is it flashing green or just solid green? What is the ID of the device? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD."]
["Customer: How do I change the network and password for my cameras\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: Changed wifi router cant switch devices over\n\nCustomer: -1\nCustomer: New router at home need help\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Help from agent\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: There isnt anything there. I removed all 9 of my cameras that were working when i got a new router. Now I cannot reconnect them.\nCustomer: Zmd13h9d9001285\nHuman Agent: That camera is online and on your account. You may want to restart or refresh the app and look at the home screen of the app.\nCustomer: Can i do that without leaving chat\nHuman Agent: Yes, you can come back to the chat.\nCustomer: Standby\nCustomer: It was\nCustomer: But others are solid bkue and not there.\nCustomer: Zmd17dai7203854\nHuman Agent: You will want to try to add the camera to your account with a LAN Search in the app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: Didnt find it.\nHuman Agent: Okay, then I can sync and restart the camera. Could I have the Device IDs for other cameras that are solid blue?\nCustomer: These cameras are always a pain every wifi change ai have made they usually take hours to get working again.\nCustomer: Zmd17bqi7200814\nCustomer: Zmd17dai7203854\nHuman Agent: Alright, I have synced and restarted the cameras. When the cameras reconnect, try the LAN Search again. You may need to tap on Search Again a few times as it can take a couple of minutes to find a camera after it reconnects.\nCustomer: I am having trouble with the ones blinking green too.\nCustomer: The 3 so far are operational.\nHuman Agent: Okay, could I have the Device ID of the camera you are trying to setup?\nCustomer: K\nCustomer: Zmd13had9000559\nCustomer: Zm13had9003107\nCustomer: Zmd13had9004753\nHuman Agent: Okay, which camera are you working with first?\nCustomer: I am moving around the house giving them to you.\nCustomer: I am by this one now. Zmd178bqi7200934\nCustomer: It is solid blue\nHuman Agent: Okay, lets stick with one camera.\nCustomer: Ok got it.\nHuman Agent: Okay, I synced and restarted that camera. So you can try a LAN Search for it like the others when it reconnects.\nCustomer: That one is good\nCustomer: Next blinking green. Zmd14ehda241650\nHuman Agent: Can you unplug the camera, plug it back in, and then watch the light in the camera. If it goes back to flashing green, then you will do the QR Code setup to connect it.\nCustomer: Yes. That one is good.\nCustomer:  Next one. Zmd13had9000559\nHuman Agent: You will do the same thing with that one. Unplug the camera, plug it back in, and then watch the light in the camera. If it goes back to flashing green, then you will do the QR Code setup to connect it\nCustomer: K\nCustomer: Next Zm13had9003107\nHuman Agent: That camera is already online and on your account.\nCustomer: K\nCustomer: Lastly\nCustomer: Zmd13had9004753\nHuman Agent: You will do the same thing with that one. Unplug the camera, plug it back in, and then watch the light in the camera. If it goes back to flashing green, then you will do the QR Code setup to connect it.\nCustomer: All good.\nHuman Agent: Good, I am glad the cameras setup. Do you have any questions?\nCustomer: Not right now. I have some in my detached garage but they connect through an extender that has not been set back up. I am surw I will be back for those 2. Appreciate the help.\nHuman Agent: You're welcome."]
["Customer: I have an old zmodo pan tilt 720p camera that was working but now I’m having a hard time pairing to Zink. It’s not finding the “zmd_sap” network name.  I’ve tried to do a reset at the bottom pin w a paper clip but nothing happens.  I’ve also deleted it from my list of cameras but now I cannot add it\nHuman Agent: Hi my name is Wendy.  What is the device ID on the pan tilt camera?  The ID will be on a sticker on the side of the camera starting with ZMD\nCustomer: Network ZMD_SAP is not found after reset\nCustomer: Need a live person\nCustomer: Agent\nHuman Agent: Hi my name is Wendy.  What is the device ID on the pan tilt camera?  The ID will be on a sticker on the side of the camera starting with ZMD\nCustomer: Network zmd_sap does not come up. I’ve tried to reset the zmodo camera several times.  Model zh-izv15-wac\nCustomer: -1\nCustomer: Zms_sap does not appear\nHuman Agent: thank you for providing the model.  Please also let me know the device ID on the camera\nHuman Agent: D/static_file/c1785565c8_1_20241119095326.png\nHuman Agent: It will look similar to this picture\nCustomer: Zmd13FIF6203068\nCustomer: Cannot pair and zmd_sap does not show up\nHuman Agent: ZMD13FIF6203068 uses QR code setup not Zink. Is the indicator light blinking green right now?\nHuman Agent: ZMD13FIF6203068 uses QR code setup not Zink. Is the indicator light blinking green right now?\nCustomer: Yes\nHuman Agent: QR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*"]
["Customer: Can Zmodo camera record more than a few seconds of motion\nCustomer: Can this be done on a NVR\nCustomer: I have3 a model ZM-SS800DB8-1TB \nCustomer: It seems to be working but I can capture a few seconds of video\nCustomer: On the app in the events feature what does the clock button do\nCustomer:  When I press the clock button nothing happens\nCustomer: How do I get the time stamp to the correct time of the Iphone\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like the NVR you mentioned is not currently on the account. \nHuman Agent: It would need to be added to the account to properly adjust the time of devices going through it or to access the playback saved on it's hard drive. It should have an ID on the bottom of it likely starting with 14, 15, or ZMD, would you be able to provide that?"]
["Customer: Set up\nCustomer: My camera won't read the qr code\n\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Need to talk to an agent \nCustomer: Need to speak with live agent \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Hold up\nCustomer: I can't find it\nCustomer: D/static_file/620104f857_1_20250214170859.jpg\nHuman Agent: It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I don't see any white sticker on it\nHuman Agent: What do you see on the camera?\nCustomer: Look I'll take pictures and show it to u\nCustomer: D/static_file/e1156fdd58_1_20250214171217.jpg\nCustomer: D/static_file/6c2be642a2_1_20250214171222.jpg\nCustomer: D/static_file/c3ff590d52_1_20250214171227.jpg\nCustomer: D/static_file/e7bb733be6_1_20250214171237.jpg\nCustomer: D/static_file/5468a26ac5_1_20250214171245.jpg\nCustomer: D/static_file/d6d097aeaf_1_20250214171308.jpg\nCustomer:  There is none\nCustomer: I looked everywhere \nHuman Agent: Do you have the stand for that camera?\nCustomer: Yes it's bolted to the ceiling \nCustomer: I doubt it be on there tho\nHuman Agent: It is typically on the stand for the cameras.\nCustomer: Ok I would have to unbolt it. It might take a few mins"]
["Customer: Troubleshooting\nCustomer: Customer service phone \nCustomer: Agent \nCustomer: I recently deleted one of camera\nCustomer: I want to add it again \nCustomer: How \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: I can't set up my camera \n\nCustomer: Blink green \n\nCustomer: It say the password is not correct an it is correct \nHuman Agent: Hi my name is Wendy.  The camera you are wanting to setup, is it new? or has it been setup before?\nCustomer: I bought it as used\n\nHuman Agent: What is the device ID on the camera? The ID will be on a sticker on the camera, it will start with ZMD or GSG\nCustomer: 192lHA05852\nHuman Agent: zmd192lHA05852 isn't pulling up any info.  Could you please attach a clear picture of the ID?\nCustomer: 19l2lha05852\nHuman Agent: zmd19l2lha05852 isn't pulling up any info.  Could you please attach a clear picture of the ID?\nCustomer: 19l2lHA05852\nHuman Agent: zmd19l2lHA05852 doesn't pull up any info.  If the camera has been setup before there is most likely a typo in the ID.  \nHuman Agent: It may be easier if you could attach a clear picture of the ID\nCustomer: This app don't let me upload it\nHuman Agent: you can email the photo to me.  support@zmodo.com\nCustomer: Ok\nHuman Agent: ZMD19I2IHA05852 thank you\nHuman Agent: This type of camera can use Zink or QR code setup.  Is the indicator light blinking green right now?\nCustomer: Yes\nHuman Agent: QR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: I've tried this and the camera won't read the QR code\nHuman Agent: When you go through setup, does the indicator light only blink green? or does it flash between green and blue?\nCustomer: Only green \n\nHuman Agent: Go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location then go through setup again.\nHuman Agent: also double check that your phone is connected to 2.4GHz wifi \nCustomer: Is still not working\n\nHuman Agent: You have location enabled?  precise location too?\nCustomer: Yes\nHuman Agent: Double check your smartphone is connected to 2.4GHz wifi, the same router you want the camera setup to.\nCustomer: It says my password for Wi-Fi is wrong\nHuman Agent: Go to your phone's wifi settings, forget the 2.4GHz wifi that you are connected to, then reconnect to it, you can double check the wifi password doing this. Then try setup again making sure to enter the wifi password carefully, the wifi name/password are case sensitive. Remove special characters and spaces from the SSID name/password if there are any."]
["Customer: Where us live chat\nCustomer: Doesn't work - brings me back to you.\nCustomer: Representative\nHuman Agent: How can I assist you?\nCustomer: I need to move my 5 cameras to a new network.  Can't find a definitive way to easily do that\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Mira is our live chat AI, when you said \"where us live chat\" it thought you meant you needed live chat which you were already in. In the future if you need live support you can say Agent into tchat and it will transfer the chat to a live rep such as myself.\nHuman Agent: Now that I am here How can I assist you today?\nCustomer: ok - good to know.  Thanks.\nHuman Agent: You would do the initial setup with the new Wi-Fi information. All 6 of the cameras on your account can use the Zink setup method to connect. The three newer cameras can also use the QR Code setup method.\nCustomer: I need to move (easily) 5 cameras to a new network and can't find clear instructions on how to do that.\nCustomer: I moved 1 camera into where I am sitting, tried Zink, started the setup, entered the new WIFI info, and it keeps saying failed\nCustomer: Green light on the camera is flashing\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD1912121H409396\nHuman Agent: That camera can also use the QR Code setup. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Green\nCustomer: Now flashing green\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I get down to scanning the QR code with the camera and nothing happens.\nHuman Agent: You will want to watch the light in the camera when you show the QR Code on your phone screen to the camera. When the light in the camera is flashing green, hold the phone screen close to the Zmodo camera lens and slowly pull it back. Watch the light in the camera closely and let me know if the light changes at any point from the flashing green.\nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the camera?\nCustomer: ok, it says check WIFI password, but it won't let me enter it\nHuman Agent: That is fine, as long as you still have thee QR Code on your phone screen.\nCustomer: D/static_file/087d2746b7_1_20250115161641.png\nHuman Agent: It looks like you did not put your Wi-Fi password in on the previous step. You can press the back arrow to go back and enter the Wi-Fi password.\nCustomer: Correct - it asked me for it, I put the 'cursor' on the field, but the iphone keyboard doesn't pop up to enter the password\nCustomer: D/static_file/c4ac66a67c_1_20250115162047.png\nHuman Agent: Okay, that is an issue with either the app or your phone. You may want to try restarting the phone.\nHuman Agent: If that does not work, then you can try uninstalling and reinstalling the app.\nCustomer: ok, I won't hold you.  But do I have to go around to each camera and 'setup' them up?\nHuman Agent: When you setup one camera with the QR Code setup, it will try to setup other cameras. So you may be able to setup multiple cameras with one setup, but it may take more than one setup attempt.\nCustomer: ok, I'll work on this later.  Thanks.\nHuman Agent: You're welcome."]
["Customer: Need help troubleshooting \nCustomer: Light is turning solid blue\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera you are trying to setup or one that was used in the past? can you send me the cameras Model and ID number as well I will lookup info on it. the ID will start with ZMD or GSG on the sticker not the fccid."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Yes\nCustomer: Having trouble h getting to home page\nHuman Agent: Hello, you've reached customer care. How may I assist you today?\nCustomer: D/static_file/64fd379ddb_1_20241018113842.png\nCustomer: This is the only page I can get to open\nHuman Agent: This is the home page for the smartz app.\nCustomer: Where is the plus sign\nHuman Agent: Tap on device then scroll down and find the add device square at the bottom"]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the solid blue camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Hola\nCustomer: Mi camaras no quieren establecer conección\nCustomer: Entiendo pero no quieren escanear el codigo QR\nCustomer: En verdad e intentado todo y nada\nHuman Agent: Hola, has contactado con atención al cliente. Mi nombre es Grant. ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD o GSG y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras.\nCustomer: Si\nCustomer: Ahora mismo\nHuman Agent: Con la ID del dispositivo podré buscar la cámara y ver qué configuración utiliza y podremos comenzar a ver por qué no se estaba conectando.\nCustomer: Está bien \nCustomer: Espero su respuesta \nHuman Agent: Estoy esperando la ID del dispositivo de la cámara con la que estás trabajando.\nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD o GSG y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras."]
["Customer: I cannot reset my new wifi password in the cameras\nCustomer: How to reset wifi password in the cameras without doing a new set up on each camera\nCustomer: I cannot reach my cameras to do a new set up on them so I can put my new wifi password in them \nCustomer: I am disabled. I cannot climb a ladder to get to the cameras to reset my wifi password.\nCustomer: Can I talk to a real person\nHuman Agent: In order to connect the cameras with a new Wi-Fi password, you would need to set them up with the initial setup method. There is not another way to do it. The two cameras on your account can be setup with the QR Code or the Zink setup methods.\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nHuman Agent: Or you can use the Zink setup method. Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home Wi-Fi network name (SSID) and Wi-Fi password. Afterwards, you will need to connect your phone back to your home Wi-Fi network to access the camera.\nCustomer: Ok let me try. Give me a few minutes"]
["Customer: Set up\nCustomer: Need to reset camera\nCustomer: Speak to a representative \nCustomer: 1\nCustomer: Hi Kylie. I'm a new owner of a house that came with Zmodo cameras installed. Unfortunately the previous owners did not reset the cameras before moving out. Are you able to remote reset them if I provide model number and/or serials? \nCustomer: Hello? \nHuman Agent: Hello, we dont remotely acess cameras here, I can look up info on the cameras themselves and provide you assistance/support though, I would need the devices Model and ID number, the ID wills tart with ZMD or GSG, not the FCCID number. \nCustomer: Model ZP-IBH15-W\n\nID ZMD13E383286566\nCustomer: That's one of them. The cameras have no way for me to reset them. When I try to connect my account to them I'm given and error that they are connected to another account (I presume the previous tenant)\nHuman Agent: This camera is not tied to an account at all, are you able to give me the other cameras ID number for me to check it as well?\nCustomer: Yes, one sec.\nCustomer: Same model. \n\nID: ZMD14GIDA229203\nHuman Agent: Both of these cameras are not tied to an account at all, Can you try to add them to your account again and let me know if the same message pops up for you that its tied to another account or not"]
["Customer: My cameras are not working \n\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, my name is Grant. To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Set up\nCustomer: Set up\nCustomer: The camera isn’t scanning the code\nCustomer: Still not working \nCustomer: Agent \nCustomer:  I can get but one of my cameras to work I put my WiFi password in and held the phone up to the camera and nothing \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd19gihc00503\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Smartz Eaze app and tap on Devices. Tap on Add Device and tap on the four squares in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nHuman Agent: The camera is showing as online, so you will want to add it with a LAN Search."]
["Customer: Troubleshooting\nCustomer: agent\nHuman Agent: How can I assist you?\nCustomer: I mistakenly deleted my camera trying to change my network with new wifi. I can't get it to read the barcode\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I've tries the QR code method and the EZ link\nCustomer: i can't get to the bracket and it's not on the camera. would it be under the cover of the camera?\nHuman Agent: The location would depend on the camera. Is there a model on the camera?\nCustomer: There is n o sticker.  If you look at my other cameras I bought it at the same time.  Its the 180 outdoor one\nCustomer: Can I switch to the app and still have this same converstion so I can send a pic\nHuman Agent: It looks like you removed it from your account. Can you unplug the camera, plug it back in and tell me what light you see on the camera when you plug it in?\nCustomer: I removed all of them thinking I could add them back.  I couldn't get the bar code to work but then a screen popped up that let me list them and they stated working.  All but the outside one.  \nCustomer: it will flash green then flash blue\nHuman Agent: Does it change back to flashing green from the flashing blue?\nCustomer: yes\nHuman Agent: Okay, then lets do the QR Code setup. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nHuman Agent: You may want to try holding the phone screen close to the Zmodo camera lens when the light is flashing green and pull it back. You may need to pull it back further than the 8 inches.\nCustomer: ok  hold on\nCustomer: I tried it twice until it timed out.  How do I get back to the screen that let me manually put it in.  I had given up with the others and backed out and heard the lady talking.  Thats where it let me manually put in bedroom, living room, etc\nHuman Agent: This camera is not online, so you cannot add it with a LAN Search in your app. It would need to be added with the setup to connect to the Wi-Fi network.\nHuman Agent: Can you send a screenshot of the QR Code that you are showing to the camera?\nCustomer: I'm on the computer and when i switched to the app it wouldn't let me send a pic.  Let me try again.  Do I hit the camera icon?\nHuman Agent: You can also send a screenshot to the email at support@zmodo.com.\nCustomer: Just sent to email\nHuman Agent: Okay, the issue is a Location setting on your phone. The Location on your phone needs to be turned on. Then you need to go to the Apps settings and make sure that the Zmodo app has permission to use your phone's location, and if there is a Precise Location permission, then that needs to be on, as well.\nCustomer: ohhhh.  hold on\nCustomer: I wish I had known it was a location issue!!  That worked\nCustomer: Thanks so much\nHuman Agent: You're welcome.\nCustomer: Have a good night\nHuman Agent: Thank you. You have a good evening, too."]
["Customer: Troubleshooting\nCustomer: Why won't my camera not pick up the scan \nCustomer: Camera will not connect \nCustomer: All set \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 19I2IHA26316\nHuman Agent: Thank you. Can you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Green \nHuman Agent: Is it solid green or flashing green?\nCustomer: Flashing \nHuman Agent: Alright, so now you will want to do the QR Code setup.  Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nHuman Agent: When you show the QR Code on your phone screen to the Zmodo camera, start by holding the phone screen close to the camera and pull it back. Watch the light closely in the camera and let me know if it changes from the flashing green.\nCustomer: No it doesn't change \nHuman Agent: Can you send a screenshot of the QR Code that you are showing to the camera?\nCustomer: Sure hold on \nHuman Agent: Thank you \nCustomer: Are you still here \nHuman Agent: Yes\nCustomer: How do I send you the screenshot \nCustomer: How do I send you the screenshot of the QR code \nHuman Agent: You can send it by tapping the camera icon next to the chat window. Or you can email them to support@zmodo.com attention marcela in the subsject \nHuman Agent: subject*\nCustomer: Yes\nHuman Agent: Okay let me know if you send it via email \nCustomer: How do I send it?\nCustomer: Ye\nHuman Agent: You can send it by tapping the camera icon next to the chat window. Or you can email them to support@zmodo.com attention marcela in the subsject \nHuman Agent: subject*\nCustomer: I sent it \nHuman Agent: Thank you, was it sent from this email pawlah1@aol.com\nCustomer: Yes but forgot to put your name \nHuman Agent: No worries I will search for it by email.\nCustomer: Okay thanks \nCustomer: Did you find it \nHuman Agent: Okay there is a couple things, the QR code shows a possible 5G network not a 2.4 which will not work for the cameras. What is the name of the wifi network you are connected to? \nHuman Agent: Second the QR code is very small so you want to reduce the text size to make it a bit bigger \nCustomer: Paula-5 is what the name comes up and how do I make the Qr code bigger \nCustomer: I am with xfinity \nCustomer: I am getting the QR  code from the app \nHuman Agent: Do you have a network named paula-2 or just paula? You want to change the text size on your phones settings. With the text being  bigger it makes the QR code smaller. \nCustomer: No just Paula-5 \nCustomer: Yes \nCustomer: Are you still here \nCustomer: Hello \nHuman Agent: Okay if you tap on the name of your wifi on the settings do you see a frequency option? \nCustomer: No \nCustomer: There is a wi-f i named paula \nHuman Agent: okay can you connect to that network and do the QR code set up with that network \nCustomer: Ok I will try.  Hold on please \nHuman Agent: Okay\nCustomer: It worked thanks so much \nHuman Agent: You're welcome, is there anything else we can help with today? \n\nCustomer: No again thanks"]
["Customer: Set up\nCustomer: I have followed instructions but i cannot connect to my Pivot product\nCustomer: -1\nCustomer: agent\nHuman Agent: Hi my name is Wendy\nCustomer: hey\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: model zh-IZV2D-W\nHuman Agent: Not the Model, but the Device ID. It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: one sec\nCustomer: zmd11kk15200081\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see on the camera after you plug it in? Then watch the light and let me know if it changes.\nCustomer: it's green flashing\nHuman Agent: Didi it start green flashing when you first plugged it in? It should not be green flashing right away. Can you unplug the camera and plug it back in?\nCustomer: solid green - green flashing\nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: yes, i see it\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: ahh...much better. \nCustomer: the door sensors, how do they get connected?\nHuman Agent: You tap on the plus sign > Smart Home > Accessories. Then select the Pivot and press and hold the button on the sensor.\nHuman Agent: If you already had the sensor setup on the camera before, then it may still be connected to the camera."]
["Customer: Trying to change internet for my camera \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Zmd121c78001237\nHuman Agent: That ID does not seem to be correct. Could you try double checking it or send a picture of it? Thank you. \nHuman Agent: Is it possibly ZMD12JC78001237?\nHuman Agent: If so, that seems to be an NVR rather than a camera."]
["Customer: Agent \nHuman Agent: How can I assist you?\nCustomer: My camera  won’t scan my QR code \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Agent\nCustomer: My camera won't scan my QR CODE \nHuman Agent: You have been connected with a Customer Care Agent. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD19G1IHC05299\nHuman Agent: Thank you. Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: A steady green light \nCustomer: Now it's a blinking green light \nHuman Agent: Alright, and is it still blinking green? Did it change at any point to a blinking blue or just no light at all?\nCustomer: There's no blue whatsoever just blinking green light.  \nHuman Agent: Alright, then you can try the QR Code setup again. When you get the QR Code on your phone screen, hold the phone screen close to the Zmodo camera lens and slowly pull it back. Watch the light in the camera closely and let me know if it change from the flashing green at any point."]
["Customer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you are wanting to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. Smartlink is only used for our oldest devices so it is unlikely it would be used here."]
["Customer: Troubleshooting\nCustomer: I cannot get the cameras to go into set up mode for new wifi\nCustomer: Camera is not indicating it is in setup mode\nCustomer: I cannot reset the cameras \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the current indicator light status on the camera? I'll want to know the color and whether it is blinking or not. Red may be disregarded as that is the night vision lights. \nCustomer: Model number ZP-IBH15-W\nHuman Agent: What is the current indicator light status on the camera? I'll want to know the color and whether it is blinking or not. Red may be disregarded as that is the night vision lights. \nCustomer: There is no light coming from it accept for red when I put it in the dark \nHuman Agent: Okay, that implies it is powering on at least, but the indicator light may either be hard to see or potentially has gone out. While near the camera if you go to your wifi settings on your phone, do you see a network named ZMD_SAP? If you do not see it right away, you could also try turning wifi off on your phone and back on to force your phone to search again. \nCustomer: Yes, I see the network \nHuman Agent: Okay, that implies they are in set up mode. You'll want to go ahead and connect them then using the Zink set up method. I'll go ahead and send the instructions for that below. I'll include indicator light information there, though I understand you may not be able to see it on your devices. \n\nIn order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily."]
["Customer: Troubleshooting\nCustomer: I do everything to connect but no work \nCustomer: More further assistance \nCustomer: The LED is on but not connected to the bar codes that provides \nCustomer: Wifi is working perfectly fine\nCustomer: Still I can’t connect the camara \nCustomer: I did everything \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Go to the Devices page, then tap Add Device at the bottom of your device list. \n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: Agent \nHuman Agent: How can I assist you?\nCustomer: I have scanection timed out make sure wifi password is correct nn3r the barcode it keeps saying co\nCustomer: Have done this a 100 times\nHuman Agent: I'm sorry, I am not quite sure what you were saying in your previous message. Are you trying to setup a camera?\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Connection timed out...my password is correct \nCustomer: ZMD19G4IH412660\nHuman Agent: Thank you. Can you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Green \nHuman Agent: Is the light solid green or flashing green?\nCustomer: Flashing \nHuman Agent: Alright, lets try the QR Code setup again here. When you get the QR Code on your phone screen hold it close to the Zmodo camera lens and slowly pull it back. Watch the light in the camera closely and let me know if it changes from the flashing green.\nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the Zmodo camera?\nCustomer: Ok \nCustomer: It's not allowing me to share screenshot \nHuman Agent: You can attach it in the chat or you can send it to support@zmodo.com\nCustomer: Ok  I just sent the email\nHuman Agent: What email address did you send it from?\nCustomer: sharonreese1970@yahoo.com\nHuman Agent: We have not received an email from that email address yet. Can you double check that it sent and can you double check the email address that you sent it to?\nCustomer: It's flashing blue\nHuman Agent: The light changes to flashing blue when you show the camera the QR Code?\nCustomer: Then goes back to flashing green\nCustomer: Correct but it does nothing but go back to green saying try again \nHuman Agent: That means the camera is reading the QR Code. Is the antenna screwed in securely to the camera?\nCustomer: Saying connection has timedout\nCustomer: Yes\nHuman Agent: Okay, can you go back to the screen that is asking for your Wi-Fi password and tell me what it shows above where it is asking for your Wi-Fi password? Does it show the name of your Wi-Fi network?\nCustomer: Ok one sec\nCustomer: Yes\nHuman Agent: What does it say there?\nCustomer: I just resent email\nCustomer: I attached the screenshot of what it is say\nCustomer: It shows TP-LINK_ADE5_5G_2 \nCustomer: My wifi\nHuman Agent: That network is likely your 5 GHz band network. The camera will connect to your 2.4 GHz network. So you will want to go to your Wi-Fi settings and look for your network that does not have the 5G at the end.\nCustomer: It's saying 5ghz is not supported switch to  2.4ghz\nCustomer: Oh ok\nCustomer: Omg it worked thanks a million \nHuman Agent: You're welcome.\nCustomer: You are awesome  I have been doing this for 3 days even purchased new camera...\nHuman Agent: Do you have any questions or anything else that I can assist with?"]
["Customer: I have 2 cameras and they dont want to reconnect\nCustomer: I have 4 cameras and 2 of them doesnt want to connect\nCustomer: We have done all of that and it still doesnt want to work\nCustomer: It doesnt want to connect eith qr code\nCustomer: Can web have Phone number\nCustomer: Agent\n\nCustomer: We are having trouble with 2 of are cameras they dont want to connect\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd11ll83000242\nHuman Agent: Alright, that camera will use the Zink setup. Could you unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: Green light\nHuman Agent: Is it flashing green or solid green?\nCustomer: Flashing green\nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: We are Waiting\nCustomer: For agent\nHuman Agent: Did you receive my message where I asked could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: IH\nCustomer: Yes we seen zmd_sap\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera."]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: New WiFi for existing cameras \nCustomer: Can you help \nCustomer: Representative \nHuman Agent: To set up the two cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Do I delete the old cameras first \nHuman Agent: No, you do not need to delete the cameras from your account.\nCustomer: Well I already did because it’s not working \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: One second \nCustomer: Are you still there \nHuman Agent: Yes, I am still here. The last message I received from you was \"One second\" after asking for the Device ID.\nCustomer: Just making sure I have two devices \nZMD14H2DA251956\nAnd \nZMD14H2DA251965\nHuman Agent: Okay, which camera are you starting with?\nCustomer: Let’s start with the one that ends in 65 \nHuman Agent: Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Maybe a green light I can’t really see anything \nCustomer: Yeah I saw a green light flashing\nHuman Agent: Alright, flashing green is good. When the light is flashing green, try showing the QR Code on the phone screen to the Zmodo camera. You can try holding the phone screen close to the Zmodo camera lens and pull it back.\nHuman Agent: Watch the light in the camera closely and let me know if you see any changes in the light in the camera while you are showing the QR Code to the camera.\nCustomer: Awesome looks like the first one got connected do I need to turn off then on again to do the next one \nHuman Agent: It looks like the second one already connected as well. \nCustomer: Thank you guys so much \nHuman Agent: No problem, anything else I can help with for now?\nCustomer: No thank you! Appreciate it"]
["Customer: Hi Mira\nCustomer: My cameras was off the wifi for a while, I would like some assistance to reconnect them please.\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: I signed up for the 7 day free trial. And paid for a year subscription.  I still have December when I gob live on my cameras \nCustomer: That was of no help \nCustomer: Let me talk to a live personnel \nCustomer: Hello\nHuman Agent: The two cameras on your account are offline, which means they are not connected to the internet. Are you with your cameras currently to troubleshoot them?\nCustomer: Yes\nHuman Agent: Alright, could you go to one of the cameras and provide the Device ID for the camera? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Ok just a second\nCustomer: I have them securely attached and they are hard to reach.  I will have to get back to you.   \nHuman Agent: We can work without it, it just helps to know which camera you are trying to setup. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Red\nHuman Agent: The red light on the camera is likely the infrared light. There should be a green or blue light on the camera.\nCustomer: They are now flashing green \nHuman Agent: Flashing green means that the camera is ready for setup. Do you still have the quick guide that came with the cameras?\nCustomer: Well the one in the garage is still red \nHuman Agent: Okay, lets stick with one camera at a time. Which camera are you working with?\nCustomer: The one that is green is in the porch \nHuman Agent: Is that the camera you want to work with first?\nCustomer: Yes\nHuman Agent: Flashing green means that the camera is ready for setup. Do you still have the quick guide that came with the cameras?\nCustomer: No \nHuman Agent: Okay I can send you the QR code you need to start the set up. Do you have another phone to do the set up with so we can continue the chat on this device. If not do you have a computer that can display the QR code if I email it to you. If so what is the best email to send it to? \nCustomer: robertstovall675@gmail.com\nHuman Agent: I have sent you the email with the QR Code. Tap the \"+\" icon on the app home screen in the top right. Make sure your camera is powered on and flashing green. Tap Start Installation at the bottom of the screen. Scan the QR code included in this email when prompted by the app. Follow on-screen instructions, input your WiFi password, and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I’m working on it"]
["Customer: I need help adding my camera to the app\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Zmada\nHuman Agent: What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: D/static_file/e65c168aa8_1_20241106172516.jpg\nCustomer: ZMD19I2IH403862\nHuman Agent: Thanks. It looks like it's already online so I can add it to your account for you. What would you like it to be named on your account?\nCustomer: Front Yard\nHuman Agent: It's been added. If you go to the home page of your app you should see it there. If you do not, please close the app and reopen it. \nCustomer: Ok thank you \nHuman Agent: No problem. Let me know if you have any trouble there or if there is anything else I can assist you with."]
["Customer: Agente \nCustomer: 1\nCustomer: Hola \nCustomer: Kylie\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?\nCustomer: Si\nCustomer: Gracias Kylie \nHuman Agent: ¿Cómo puedo ayudarte hoy?\nCustomer: Necesito conectar mi cámara porque cambié de router y contraseña de router \nCustomer: Y no me permite conectarme \nCustomer: He hecho todo los pasos que hice la primera vez pero ahora no me permite \nHuman Agent: ¿Puedes enviarme el modelo de la cámara y el número de identificación para poder buscar la configuración? la identificación comenzará con ZMD o GSG\n\nCustomer: No se cual es el modelo pero si el identificador \nCustomer: ZMD00HE04000341\nCustomer: D/static_file/fe1ff63abc_1_20250109095943.jpg\nHuman Agent: Para esta cámara su única configuración es la configuración Zink, ¿es esa la configuración que probaste con la cámara?\nCustomer: Si \nCustomer: Dice que se quiere conectar con la red ZMD-Sa\nHuman Agent: Cuando revisaste la configuración de Zink, ¿llegaste al final de la configuración o te quedaste atascado? Si te quedaste atascado dime en qué página te quedaste atascado.\nCustomer: Pero cuando le doy acceso no tiene señal \nCustomer: Pide el SSID y contraseña \nHuman Agent: Sí, no hay Internet desde esa señal, lo cual es normal, la señal proviene simplemente de la cmaera, una vez que se conecta a la red ZMD_SAP, deberá realizar el resto de la configuración.\nHuman Agent: \nDespués de ingresar el SSID y la contraseña, ¿qué sucede? ¿Se almacena en buffer y no cambia la página o aparece algo en la pantalla?\nCustomer: Le escribí Fios-Hc9Wy que creo que es el SSID y no funciona \nCustomer: Dice falla \nCustomer: No se que más hacer \nCustomer: Para conectarme \nHuman Agent: Podría estar diciendo falla si hay un tipo en el nombre de Wifi (SSID) o la contraseña. ¿Escribiste manualmente el SSID o lo seleccionaste en un cuadro desplegable?\nCustomer: La escribí \nCustomer: Porque no veo como la puedo seleccionarla \nHuman Agent: Muy bien, intente ingresar a la configuración de Phoens y apague los datos celulares/móviles, luego reinicie la cámara desenchufándola y enchufándola, una vez que parpadee en verde, vuelva a la configuración de Zink, avíseme si todavía dice falla o no o lo que sucede\nCustomer: Ok\nHuman Agent: Ok\n\nCustomer: No pude\nCustomer: D/static_file/883d390766_1_20250109101612.png\nCustomer: D/static_file/9240ed6190_1_20250109101631.png\nCustomer: D/static_file/3731107984_1_20250109101651.png\nCustomer:  Después sale eso \nCustomer: Apague el dispositivo y lo encendí de nuevo \nCustomer: No se que más hacer \nHuman Agent: Hay dos cosas que podemos probar, primero podemos pedirle que actualice su conexión a la red, para eso debe ir a la configuración de wifi, luego conectarse al wifi que está usando para la configuración, luego debe hacer clic en el ícono i. junto al nombre de wifi, luego elija olvidar la red, después de olvidarla, deberá tocarla y conectarse nuevamente. Si se conecta nuevamente sin ningún problema, hágamelo saber; si tiene problemas para volver a conectarse, hágamelo saber."]
["Customer: Agent \nCustomer: Hi Kylie sure \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Hi so basically on Saturday I switch internet service providers and since the switch I have been having noting but nightmares trying to switch my existing 5 cameras to my new WiFi network\nCustomer: From the Zmodo app I don’t have the option to press the “reset,” button \nHuman Agent: If you changed internets the cameras should be disconnected, to reconnect them you would go through the setup process to give them the new network info. \nCustomer: So disconnect all of them now? \nCustomer: I tried to enter the new WiFi information on the Zmodo app and noting. I even deleted my oldest cam “living room,” and attempted to re add it and noting \nHuman Agent: All of them should be disconnected. When you look at the lights on the cameras what color are they and are they flashing or solid?\nCustomer: All of them are flashing green \nCustomer: I will disconnect them now from power \nHuman Agent: Okay, Once they are plugged in again and flashing green again let me know\nCustomer: Ok \nCustomer: They all seem to flash green. Even the one I deleted last night and tried to re add and could not \nHuman Agent: Okay, it looks like some of the cameras on the account may use Zink, but some may sue the QR code setup. Which setup did you try before? \nCustomer: Honestly I tried all of them. The scanning one was the most difficult. \nI even used the option to input the serial number and then it stated it doesn’t support this app \nHuman Agent: Using the number wont work so that's why that message popped up. \nCustomer: Oh ok. I assumed because it was my oldest camera the indoor living room one I deleted from my acct and tried to re add\nHuman Agent: Lets have you try to go through a test to see what setup it could be, Can you get close to a camera, go into the phones Wi-Fi settings then look and see if ZMD_SAP shows up, if it does try to connect to it Then go through the Zink setup. If you do not see it try the QR code setup but if you hear any beep when you show the QR code let me know. \nCustomer: Ok any camera? They are in different locations in my home \nHuman Agent: Yes, just tell me what you named it on the account so I can keep an eye on the camera while you try to go through the setup. \nCustomer: Ok I’m going to try on the “Front left dining room camera.”\nHuman Agent: Okay\nCustomer: Ok I am next to the camera and went into the WiFi zmd_sap option \nHuman Agent: Okay, if you saw it there then connect to it and go through the Zink setup.\nCustomer: I’m scared I may lose you from conversation. I’m trying from my alternate phone \nHuman Agent: Okay, the chat will only time out if you don't sent a massage after 5 minutes. \nCustomer: When I open the app from my other phone do I go into the specific camera? To try z link or do I just add and press the +\nHuman Agent: No, you would just go to the setup area then select Zink from there.\nCustomer: Ok so I press the + option then . Trying now\nHuman Agent: Okay\nCustomer: Just select 1 number of devices correct? \nHuman Agent: yES\nCustomer: Ok and trying now and entered my new WiFi address and it says failure \nHuman Agent: Okay, Can you double check that the Wi-Fi name and password are correct and try again? If it says failure again try turning off the phones mobile data/ cellular data then try again."]
["Customer: Representative \nHuman Agent: How can I assist you?\nCustomer: Hello. I was disconnected from a chat with Kylie who was trying to help me setup up two cameras\nCustomer: Is there any way for you to access that chat?\nHuman Agent: Yes, Kylie asked for the Device ID. You sent the model, not the Device ID. The Device ID will start with ZMD.\nCustomer: I sent two IDs\nHuman Agent: Those messages did not come through. Can you send the Device ID for the camera again?\nCustomer: Hello\nCustomer: It does not appear this chat is working properly\nHuman Agent: Did you get my previous message? I said that if you sent messages with Device IDs, then they did not come through. Can you send the Device ID again?\nCustomer: D/static_file/6c01444f1e_1_20241231142721.jpg\nCustomer: D/static_file/91b37b0fd2_1_20241231142724.jpg\nCustomer: Did that work?\nHuman Agent: Yes, the cameras will use the Zink setup. Could you unplug both cameras, then plug in one camera and tell me what light you see on the camera when you plug it in?\nCustomer: Blinking green \nCustomer: It was solid green then went to blinking \nHuman Agent: Could you please check your phone's Wi-Fi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Yes\nCustomer: Should I connect?\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home Wi-Fi network name (SSID) and Wi-Fi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: Tried that. Connected to the ZMD_SAP and everything it sent me back to the button to select a network.\nCustomer: Did you get my response?\nHuman Agent: Does it ask you to select your Wi-Fi network and enter your password?\nCustomer: No\nHuman Agent: Or did it take you to the screen that says \"Tap here to begin setup\" at the bottom?\nCustomer: Yes, it just keeps taking me back to that button\nHuman Agent: That is caused by your Location settings. You will want to go to your phone settings and make sure that your Location is turned on. Then go to the App settings in your phone settings and find the Zmodo app listed. Go to the Location Permissions and make sure that the app has permission to use your phone's location while using the app. If there is a Precise Location setting, then make sure that is turned on, as well.\nCustomer: Ok ...I got one working. Thanks. Will work on the other now. \nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: QR Code keeps timing out and does not give me another option to add device\nCustomer: WiFi password is correct and I am in the same room\nCustomer: is there a way to manually enter the code\nCustomer: and I got two additional cameras\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you first trying to set up the page1 camera on your account? If so, the only setup method that may be used is the QR setup. If it's not connecting, could you please send a screenshot of the QR code you're attempting to use?\nCustomer: I already have two devices, I am on the smartz app under devices-add device\nHuman Agent: Yes, page2 is online, but page1 is not. So I was checking if that is the one you were currently adding. If so, can you send a screenshot of the QR code you're attempting to set the cameras up with from that setup?\nCustomer: Yes that is. Page1 is no longer working so ordered two new ones so I will have 3\nCustomer: The message is connection timeout\nCustomer: check wi-fi password which is correct\nCustomer: GSGS5001C\nCustomer: 0135382 & 0135383\nHuman Agent: Were you able to screenshot the QR code I mentioned? \nCustomer: No because I am doing this from my phone and the error is a voice\nHuman Agent: I did not request a screenshot of the error, just of the QR code displayed during the setup. \nCustomer: GSGS5001C0135382\nCustomer: GSGS5001C0135383\nHuman Agent: Once you are able, please send a screenshot of the QR code displayed during setup. \nCustomer:  The two above are what is displayed\nCustomer: I am doing chat on my laptop and the QR Scan on my phone\nHuman Agent: The IDs would not be displayed in the app. If you're chatting on a computer though, we can come back to that. Is the network you are using for setup 2.4Ghz?\nCustomer: 5 GHz\nHuman Agent: The cameras are only compatible with 2.4Ghz networks. You will need to swap to your 2.4Ghz network for setup. \nCustomer: Ok, let me try it again\nHuman Agent: Okay. \nCustomer: Nope, connection timed out\nHuman Agent: Okay, please go to your wifi settings, forget your 2.4Ghz network, then tap on it and reconnect to it when it reappears. You will need to enter the password to reconnect. Please let me know once you have reconnected. If you do not have to enter the password, it was not forgotten properly. \nCustomer: ok give me another minute. I also moved to where my modem is, I don't have a router.\nHuman Agent: You may have a combination modem and router if that is what is broadcasting your wifi. \nCustomer: Yeah, I even got a ruler out, measured 8 inches still timed out\nHuman Agent: No need for that. However, right now I was having you forget your 2.4Ghz wifi network in your wifi settings and then reconnect. Please go to your wifi settings, forget your 2.4Ghz network, then tap on it and reconnect to it when it reappears. You will need to enter the password to reconnect. Please let me know once you have reconnected. If you do not have to enter the password, it was not forgotten properly. \nHuman Agent: We will be closing in 10 minutes. If you would like a callback, you may schedule one via the link below, otherwise we'd be happy to continue helping until we close. If you would prefer an email follow up, feel free to let me know what email you'd prefer that to. \nCustomer: No, I will mess with it some more. Please send me a link for follow up.\nCustomer: 5brent21@mchsi.com\nHuman Agent: Okay, you would prefer email follow up then or you will be setting a callback appointment?"]
["Customer: Agent\nCustomer: Agent\nCustomer: “Agent”\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\n\nCustomer: Hi Kylie, I just purchased 4 720p outside Zmodo cameras and can’t get them to connect with my internet. I have a dual band mesh router system with 5 and 2.4g. I have tried the QR code and Zlink with no luck. \nCustomer: I disabled the 5g band and every time I try the zlink I get immediate failure notice \nCustomer: QR just times out. The cameras are all blinking green. \nHuman Agent: Okay, can you send me the Model and the ID number for one of the cameras? I will look up what setup options we have for it and we can troubleshoot\nCustomer: Are you still with me?\nCustomer: Sorry yes surely \nHuman Agent: Okay\nCustomer: ZMD13HADA\n204843\n204947\n208153\n208155\nHuman Agent: Thank you for the ID numbers, I will also need the model as well.\nCustomer: Model ZP-IBH15-W\nHuman Agent: Okay one moment\nHuman Agent: With this camera model it looks like we will have to do a test to narrow down what setup the cameras use. Its an easy test. First you would want to have only one camera plugged in, make sure its flashing green and has been plugged in within 10 minutes from when you last plugged it in, if not just give it a quick reboot. After that Go into your phones wifi settings and look for a network named ZMD_SAP, if you do see it there let me know, if you do not see it there also let me know.\nCustomer: Ok , ZMD SAP is there, but I have other older cameras working, will those interfere?\nCustomer: I have one of the new cameras plugged in and blinking green.  ID ends inb843 \nCustomer: 843, no b\nHuman Agent: if the other cameras are online then it will not interfere, only if cameras are offline can it mess with the test as cameras offline that do use the Zink setup all push out the ZMD_SAP network and you cant tell which is pushing out the signal properly if you have other cameras plugged in and offline elsewhere. \nCustomer: All others are online at this time\nCustomer: ZMD_SAP is still there\nHuman Agent: Okay, That means the cameras would use Zink. Can you go through the Zink setup with the camera again and let me know if you have trouble in the setup or let me know once you get to the end and it says waiting for setup.\nCustomer: Ok, how can I do that without loosing the chat?\nHuman Agent: the chat will still be ehre, it only tiems out if you dont message after 5 minutes so if the setup takes a bit jsut pop back over to let me know.\nCustomer: Ok , I will try it again. The last times I tried the Zink I got to the point of selecting my network and after I put in the SSID and password I immediately got the X and failure. I will try again. \nCustomer: Same result\nCustomer: Tried again, still no luck \nHuman Agent: Okay there are 2 options left that we can try, You can refresh the phones connection to the home network by connecting to the homes wifi then forgetting the network and reconnecting to it then try the setup again, or we can try to do the setup from another mobile device as it may be something where the phone is making the setup fail because it doesn't want to communicate properly with the ZMD_SAP network. \nCustomer: I will try the first option first, the only other device I have is my MacBook. \nHuman Agent: MacBook's are more close to computers and don't use the mobile app like a phone or normal tablet would so you would not be able to use that device for the setup unfortunately. \nCustomer: Just finished forgetting then resigning into the house network. Will try Zink now. \nCustomer: Same results \nCustomer: Failure \nCustomer: I have a tablet that came with my adjustable bed frame. It is connected to the internet. \nHuman Agent: Okay, I looked up more legacy info for these 720P cameras and I may know of one more thing I can have you try for the setup. \nCustomer: Okay I am game \nHuman Agent: This is a old setup called the Non app setup, follow the steps then let me know what the lights on the camera do and how it reacts, if they turn solid blue that will mean its online. \n\nHuman Agent: Please connect your phone to ZMD_SAP, open your internet browser (likely Safari on Apple devices), and then enter the following IP address into the address bar- 192.168.10.1:8087. If it loads, it will ask for an SSID, password, UserID, and Client count. SSID will be the name of your network and must be exactly as it shows in the wifi settings of your phone. Password is the password of the network. UserID you can put 0 and client count you can put 1. Then hit OK to submit. If it sends it properly, you should go to a page with small text that says result Ok along with other information. At that point, watch the camera to see if it goes to flashing blue and you may reconnect to your own wifi to let me know what happens. \nCustomer: Wow, ok , trying now. \nHuman Agent: Okay\nCustomer: It worked for this camera, will I need to redo this for the others?\nCustomer: It’s blinking blue, but I don’t see it in the app\nHuman Agent: Flashing blue means its trying to connect, if it fails it will flash green again, if it is sucessful it will turn a solid blue \nHuman Agent: is it still flashing blue?\nCustomer: No, solid blue\nHuman Agent: That is great news, That means you did it! its online!\nCustomer: Yes, but where?\nCustomer: Lmao, glad it’s online somewhere, at least it’s not lost🤪\nHuman Agent: I can add the camera to the account for you I just have to give it a name when I add it, tell me the name you wish and I will get right on that. \nCustomer: N1 will work\nHuman Agent: Alright, While im doing that plug in another camera and do the same Non app setup again and let me know if you have any trouble or if the lights turn solid for the next one. \nCustomer: Ok \nHuman Agent: With this Non app setup unfortunately it has to be done One by One with the cameras. \nHuman Agent: I looked up each of the ID numbers you sent earlier which is how we look up cameras that are online but I was not able to find this solid blue camera would you be able to perhaps take a picture of the sticker and send that to me so I can doublechecked all the characters?\nCustomer: Worked again. N2\nCustomer: D/static_file/4317ed8741_1_20250113145648.jpg\nCustomer: D/static_file/9c2b1ec1c4_1_20250113145715.jpg\nHuman Agent: Great work! let me try to look up both of these again now.\nCustomer: Ok I will do the next one \nHuman Agent: Okay. \nCustomer: D/static_file/161780c965_1_20250113150120.jpg"]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you currently trying to set up your camera named Front Door? If so, it cannot do QR setup and may only use Zink setup at this time. \n\nIn order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily."]
["Customer: Erase devices\nCustomer: -1\nCustomer: Don't have that option\n\nCustomer: Agent\nCustomer: Agent\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: Hi. Trying to delete cameras Have no option\nCustomer: I changed internet provider. Don't see my cameras. Tried Zinc, didn't work. Want to erased them and start again\n\nHuman Agent: You would want to remove the NVR from your account if you are trying to remove the devices from your account. On the Home screen it should say My Devices. To the right of that it will say Settings and you can tap on that. Then tap on the NVR and tap on the three dots in the top right corner. Then tap on \"Delete Device\" or \"Remove Device\".\nHuman Agent: Deleting the cameras from your account would not help with the setup.\nCustomer: Ok. What should be my best action then?\nCustomer: To see my cameras again\nHuman Agent: Some of your cameras will use Zink and others will use the QR Code setup. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I'm here\nCustomer: ZMD12D883000446\nCustomer: All 4 cameras are same type\nHuman Agent: That camera will use Zink. Could you unplug all four cameras and plug in just the one camera you want to setup first?\nCustomer: I did it already. Just one is powered. Very close to NVR\nCustomer: Green lite blinking\nHuman Agent: Could you please check your phone's Wi-Fi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Yes. Is showing that\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home Wi-Fi network name (SSID) and Wi-Fi password. Afterwards, you will need to connect your phone back to your home Wi-Fi network to access the camera.\nCustomer: Yes\nHuman Agent: Alright, and did you do the Zink setup? What step did you get to?\nCustomer: I followed instructions\nCustomer: It doesn't see my home network\n\nCustomer: Then y type it\nNet and password\nCustomer: Didn't work\nHuman Agent: Okay, so when you tap to select a network does it show any other networks? Or is it just blank?\nCustomer: Just blank\nHuman Agent: Alright, so the app is likely using your cellular data. So you will want to go to your phone settings and turn off your Cellular Data and then try the Zink setup process again.\nCustomer: Oj\nCustomer: Ok\nCustomer: Excellent!!!!   Worked!\nCustomer: Should I do the same with the rest 3 cameras?\nHuman Agent: You can try the same setup on the other cameras, yes.\nCustomer: Or all 3 together?\nHuman Agent: You would setup the cameras one at a time.\nCustomer: And how can I erase those cameras that  Zmodo is showing but not working any more?\nHuman Agent: Which cameras are you trying to remove from your account?\nCustomer: All. Except Fondo 1\nHuman Agent: Why would you delete the cameras? I thought you were trying to set them up?\nCustomer: Yes. But now, is showing 7 cameras, and just one is working\nHuman Agent: There are 6 cameras on your account and 1 NVR. You connected one of the 6 cameras with the Zink setup. So you would want to setup the remaining cameras.\nCustomer: Yes, I will\nCustomer: Thanks a lot\nHuman Agent: You're welcome."]
["Customer: How do I change network setting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: How do I change network settings \nHuman Agent: You would need to set the cameras up on the new network via the advice in my previous message. I'll paste it again below. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: I changed wifi carriers and now my camera does not work\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily."]
["Customer: Troubleshooting\nCustomer: Representative\nCustomer: It is a new issue, Grant O. \nHuman Agent: How can I assist you?\nCustomer: D/static_file/be40a111ff_1_20241126112023.jpg\nCustomer: D/static_file/a243c844cc_1_20241126112034.png\nHuman Agent: How can I assist you?\nCustomer: I purchased this web cam for my wife on eBay.  It is still attached to another user's Zmodo account and they have tried to remove it, and said they did, but it is still connected to another Zmodo account.  Would you please reset it and remove it from the other account so we can connect it to ours?\nHuman Agent: The camera is not connected to another account currently. You can add it to your account with a LAN Search in the app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: I have tried and it is connected to the internet but, is not showing up in my app.  .  . \nCustomer: We did all of that and the web cam connected to the internet but, as I said, does not show up in my account. \nCustomer: The device LED is steady blue.  \nHuman Agent: Alright, I synced and restarted the camera. When it finishes rebooting and reconnects, try the LAN Search again.\nCustomer: It is still steady blue LED> \nCustomer: It has not restarted. \nHuman Agent: Alright, can you try the LAN Search in the app?\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: OK, got it.  Thank you very, very much!\nHuman Agent: You're welcome.\nCustomer: If you will, a couple of more questions.  Can I log into my app on another phone and move this camera to another location, on a different wifi?\nCustomer: Will I need to remove the camera from the app, my account, go to the other location, using my wife's phone, log into my app on her phone, then install the camera again?\nHuman Agent: Yes, you can log in to the same account on another phone, tablet, or computer. If you want to move the camera to another Wi-Fi network, then you would just need to set it up with the initial setup again to connect to the new network.\nHuman Agent: You would not need to remove the camera from the account. You would just do the setup with the new Wi-Fi information.\nCustomer: OK, we'll give that a try.  Thanks. \nHuman Agent: You're welcome.\nCustomer: That's all I need. You have been very helpful and solved my issues.  Thank again and have a great day.  \nHuman Agent: You're welcome. You have a good day, too."]
["Customer: Troubleshooting\nCustomer: Our internet password changed and now we can't  get notifications\nCustomer: They are not and I do not know how to change it\nHuman Agent: Hello, my name is Grant. To set up the cameras on your account will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I will try it"]
["Customer: Troubleshooting\nCustomer: Solid Red light when setting up? \nCustomer: -1\nCustomer: What does solid red mean while trying to set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What model of camera are you trying to set up? Is it one of the two previously on your account?\nCustomer: My camera clicks but remains solid red light and is not being added to my network why\nHuman Agent: What model of camera are you trying to set up? Is it one of the two previously on your account?\nCustomer: It's pretty old camera It's one of the original ones that you guys had It's white with a black face let me check model ZH-JKY 1D\nHuman Agent: Is that possibly ZH-IXY1D? If so, the red light would just be the night vision light that comes on when it is dark enough or if the night vision is set to always on. \nCustomer: How do I check to make sure if it's on night vision It won't acknowledge that the cameras even on the network\nCustomer: I also changed companies for my wireless so maybe it's not picking up the QR code or that's DMD underscore I forgot addresses\nHuman Agent: What is the ID of the camera? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD and will not have any dashes or spaces.\nCustomer: Let me check ZMD 13h3e2271947\nHuman Agent: This camera is already bound to another account under a phone number ending in 642. The setup method would be QR setup, but it will not be able to read the code on your phone screen while the red night vision light is on so you'll first want to see if it will go off if you put it in a well lit area. \nCustomer: How do I get my cameras to be all of them on the same account because for some reason there's a mix up here I don't understand why I have two different accounts or if I'm being charged for two different accounts or what I don't even understand anywho the 7642 is my phone number the other one maybe I guess is with Chulaginag.gg@gmail.com for my email how do I set them together\nHuman Agent: You don't have any devices or active subscriptions on this account. If the other is your account, you'd just want to log into that account instead if it is one you have access to. You had some cameras on this account at one time, but have since deleted them. \nCustomer: I still have all my old cameras Do I have to have a paid subscription in order to use them or like before I would just plug it in connect it to the Wi-Fi and I can watch it live because it's solid red even in a lit room does that mean that maybe the camera still connected to the other one and how do I reset that without a lot of confusion\nHuman Agent: If the IR lights are on even once in a brightly lit room, that means the last time it was connected the night vision was set to be always on. Payment is for optional cloud plans and is not needed for basic services. Do you have another that just is flashing green or something of that nature? We may be able to pull this first one online using another if you do. \nCustomer: Thank you so much for your help I'm actually going to go to work now but I will try that myself with the other cameras thank you any last minute advice\nCustomer: I just changed my password on my desktop computer and it's not letting me log in\nCustomer: Do I need to recreate a new account maybe\nHuman Agent: Are you referring to logging in with the phone number account? Are you trying to log in on user.zmodo.com? If so, what kind of error are you getting?\nCustomer: I was just on zmodo.com I think oh yeah it is user zmodo.com login\nCustomer: It wants my email but right now when I change my password it was sent a link to my phone number so I'm confused\nHuman Agent: zmodo.com does not have user log in. If you're trying to log in to view cameras on a computer, you would need to use user.zmodo.com. You cannot do setup on a computer though. When logging in there you're able to enter an email or a phone number. \nCustomer: Okay thank you got it bye You in a big help\nHuman Agent: Have a good day!"]
["Customer: how do i clear ip address on ip camera\nCustomer: it does not have a reset button the model# ZP-IBH15-S\nCustomer: WHAT IS THE PROCESS TO RESET THE CAMERA TO FACTROY SETTINGS\nCustomer: NO RESET BUTTON\nCustomer: MODEL# ZP-IBH15-S\nCustomer: I JUST WANT TO RESET SO IT WILL WORK WITH MY CAMERA SYSTEM\nCustomer: I NEED HELP WITH THE RESET PROCESS\nCustomer: BLACK ZMODO BULLET CAMERAMODEL ZP-IBH15-S\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Theres not a way from the camera itself to clear the IP adress from it, this is becasue the IP adress assigned to it is done so from the rotuer itself, if you want the router to assign a different IP adress to the camera you would have to delete the device from the device list on the router, then when it reconnects it should have a different IP adress, if it does not then you would have to look into teh router settings themselves to figure out that part as thats outside of our scope. Normally you don't have to change the IP address unless there is an IP conflict though where two devices have the same IP, what are you trying to do?"]
["Customer: Set up\nCustomer: We recently updated our router, so that changed the wifi the cameras were connected to. How do I fix this?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: what if my camera does not have a qr code on them...\nHuman Agent: You would continue to follow the instructions listed above. \nHuman Agent: The QR code is generated in the app and not on the cameras. \nCustomer: Do I have to follow the above steps for all the cameras. Some of them are very high."]
["Customer: Set up\nCustomer: I have to a prompt for my log in into to my WiFi network. It’s not a typical network name and password. I can’t get a QR code to pop up maybe because I have to the 720 mini cam? Not sure\nHow to connect it \nCustomer: -1\nCustomer: I’ve got a two step login process for WiFi and I don’t know how to get the camera to link without a QR code which I can’t get to pop yp\nCustomer: Talk to a person\nHuman Agent: You will make the QR Code on your phone screen with the app. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: To login to my WiFi I have to select the network then a prompt comes up for a website to open and then I enter my login information. What’s the work around\nCustomer: Got gifted it without the device sticker. \nCustomer: So. Okay. Let me use a device scanner see if the id comes up\nHuman Agent: The setup is not going to have you go to a different website. What app are you using for the setup?"]
["Customer: Set up\nCustomer: My camera on solid blue but not able to connected to the system \nCustomer: I tried this steps several times. Still not help. I do need to talk to somebody for help\nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you send me the cameras Model and ID number? the ID will start with ZMD\nCustomer: ZP-IBH15-W\nZMD13EMDA001659\nHuman Agent: Okay let me look up this camera, one moment \nHuman Agent: Right now is the camera plugged in and solid blue?\nCustomer: Yes\nHuman Agent: Okay, right now for me its telling me the cameras is offline, this means whatever the camera is connected to it's not getting any internet from that. \nHuman Agent: did you set this up on an extender or an old wifi network that's still being pushed out from a old rotuer?\nCustomer: How can I reset it to factory settings \nHuman Agent: theres not an external way to reset the camera, while its offline it wont be able to be reset.\nHuman Agent: did you set this up on an extender or an old wifi network that's still being pushed out from a old router?\nCustomer: No\nCustomer: It always in the router I using other camera \nHuman Agent: Okay, this means the router you have is not letting the cameras have access to the internet, you can try checking the routers settings to check if this cameras is being \"paused\" or \"blocked\" by the router, if you don't see it you can try disabling the firewall then reboot the router to see if the camera comes online. \nCustomer: I have been tried all this during contact with other agents \nHuman Agent: Okay, as long as this device is solid blue tis connecting to something, its not online so I know its not getting any internet. We cant reset it while its offline.\nHuman Agent: You will have to figure it out with the router on your own for why its connecting but not getting internet."]
["Customer: It's still not connecting\n\nCustomer: That's what I just did and it's still not connecting\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  Have you tried to go through the Zink setup?"]
["Customer: Troubleshooting\nCustomer: No me aparecen las camaras en la cuenta e intento conectarlas a traves del QR y no se conectan \nCustomer: -1\nCustomer: No puedo reiniciar la camara por como esta instalada y tengo tantos años con la camara que ya no tengo el manual para la configuración \nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon. ¿Cuál es el ID de la cámara que estás intentando configurar? La identificación debe estar en una etiqueta en el dispositivo o en su soporte, no tendrá guiones y generalmente comenzará con ZMD o GSG."]
["Customer: Trying to connect devices\nCustomer: I hold the camera in front of phone, blue light on camera starts blinking, but nothing happens after that\nCustomer: Yes here, but don’t understand \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera you are trying to setup or one that was used in the past? can you send me the cameras Model and ID number as well I will lookup info on it. the ID will start with ZMD or GSG on the sticker"]
["Customer: Set up\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Smartlink is only used for our oldest cameras. If this is for one of the cameras on your account currently, they would use QR setup. \nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Green light blinking but don't see ZMD_SAP wifi\nCustomer: How to reset Model ZP-IBH15-W ? \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Where is reset button for Model ZP-IBH 15-W ? \nHuman Agent: There is not one. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: I got 4 cameras . . . \nHuman Agent: Okay, if they're on the account you could also provide what the account is, but at present you are contacting as a guest so I cannot see the proper information for the devices. \nCustomer: FCC ID: 2K8-BFS23NM\nHuman Agent: Or if they're on the account and you provide one ID, I should also be able to locate them with that. \n\nThat is not the ID.  The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: I see . . hold on . \nHuman Agent: Okay, thank you. \nCustomer: ZMD13DRDA000798\nCustomer: ZMD13DRDA000935\nCustomer: ZMD13DRDA002251\nHuman Agent: Thanks. The first camera doesn't seem to be bound, but it would use the QR code setup. \n\nThe second is already online. If you tell me the account you would like it added to and a name, I can bind it for you. You may also try to bind it by connecting your phone to the same wifi network, hit the plus in the top right of the home page, then hit the \"Tap here to add it\" button at the bottom. \n\nThe third one will also use the QR setup. \nCustomer: ZMD13DSDA001713\nHuman Agent: The 4th will also use the QR setup. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Ok . .the account is mgkyaw1@gmail.com\nHuman Agent: Okay, what would you like the online one to be named? \nCustomer: Password is - Kokowitcher858*\nCustomer: Camera 1\nHuman Agent: I do not need to know your password, would recommend not sharing it with others, and would recommend changing it since you have shared it here. \nHuman Agent: Okay, it has been added. If you do not see it on the home page, you can pull down to refresh. \nCustomer: Ok\nCustomer: Can you set up QR code for all 3 cameras ? \nCustomer: I will change the password again . . no worry . . thanks\nHuman Agent: You would need to do that on your end as the cameras are offline and the QR code has to be shown to them in person based on the network you're trying to set them up onto. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Ok . . let me try\nHuman Agent: Okay. \nCustomer: Looks like its all working now . . Thank you for your help"]
["Customer: My cameras Don't want to connected to the internet what can I do on them?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Please restart your cameras by unplugging and plugging them back in, then do the setup below with any of the cameras other than the one named Smart Device with an ID ending in 791. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: How to setup camanas\nCustomer: I did not see QR\nCustomer: Zlink\nCustomer: use Zink?\nCustomer: I need live support\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: zmd13ine2271178\nHuman Agent: Thank you. That camera will use the QR Code setup method. Could you please unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: i saw flash  green\nCustomer: they use to work.\nHuman Agent: I the light still flashing green?\nCustomer: but I change the network name.\nCustomer: last time was using Zink to set up.\nHuman Agent: The camera no longer uses the Zink setup and will use the QR Code setup. Is the light still flashing green on the camera? Or does it change back to flashing green for a few seconds?\nCustomer: keep flashing green\nHuman Agent: Flashing green means it is ready for setup.\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: ok great\nCustomer:  thanks\nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Threw away box\nCustomer: Don't have qr code\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Here is the QR code that would have come with meShare cameras. \nHuman Agent: D/static_file/2535c4ae08_1_20240920090358.png"]
["Customer: I've been trying for 4 days now too add 2 new cameras and not working at all\nCustomer: Yes\nCustomer: Set up\nCustomer: Do ee call of the direction \nCustomer: I've followed all the directions \nCustomer: Still can't set the cameras  up to work \nCustomer: Well I need further assistance \nHuman Agent: Hi my name is Wendy.  The cameras are brand new? or have they been setup before?\nCustomer: The camera s ere new\nHuman Agent: What is the model of camera?\nHuman Agent: The model will be listed on a sticker on the camera."]
["Customer: Hello, several of our cameras are down (they don't show in the feed) and I'm not sure how to get them up and running again. \nCustomer: Great. Could you tell me what blinking green, blinking blue, solid blue, etc. mean? Also, if you have the initial instructions for setting them up, that would be helpful. I was not the one to set them up initially. \nCustomer: You don't have a set of written instructions I could follow? \nCustomer: I was wondering if you could send me step by step instructions for setting up cameras.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you able tot ell me the names of the cameras you are trying to setup that are on the account that are offline so I can lookup what setup they use? if you have deleted the camera at all that's no problem as well if you did do that I would only need the ID number instead to look up the setup info, the ID number starts with ZMD."]
["Customer: My camera is not setting up to my wifi\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Where do I find the device ID?\nHuman Agent: It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: My camera is out of my reach\nHuman Agent: Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?"]
["Customer: Troubleshooting\nCustomer: My camara stop working\nCustomer: I did that\nCustomer: Light is blue\nCustomer: One of my camera is not working.. i plug it to a diferent plug and still not working\nCustomer: I did that. And still not working\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the solid blue camera? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD."]
["Customer: Hi I need to change my wifi on my cams\nCustomer: How do I do this\nCustomer: Set up\nCustomer: Set up\nCustomer: Rep\nCustomer: Ok\nHuman Agent: The four cameras on your account will use the Zink setup method to connect to your Wi-Fi network. \nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: 9k\nCustomer: Do I need to del them \nCustomer: To add them\nHuman Agent: No, you do not need to delete them from your account.\nCustomer: Ok"]
["Customer: Troubleshooting\nCustomer: No hablo inglés \nCustomer: agente\nHuman Agent: ¿Cómo puedo ayudarte?\nCustomer: Tengo una cámara identificada como mami,la baje trato de que lea el código y nada parpadea verde primero y luego azul y nada\nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debería comenzar con ZMD y debería estar en una pegatina blanca en la cámara o en el soporte, normalmente debajo de un código de barras.\nCustomer: Voy\nCustomer: 17A617566614\nHuman Agent: Gracias. ¿Puedes desconectar la cámara, volver a enchufarla y decirme qué luz ves en la cámara cuando la enchufas?\nCustomer: voy\nCustomer: verde\nHuman Agent: ¿Es verde fijo o verde intermitente?\nCustomer: interminente\nHuman Agent: Para configurar la cámara, utilice el método del código QR. Abra la aplicación y haga clic en el ícono \"+\" en la esquina superior derecha, luego seleccione Código QR. Elija \"Iniciar instalación\" o \"Siguiente\" en la parte inferior de la pantalla para iniciar la configuración. Siga las instrucciones en pantalla, ingrese su contraseña de WiFi (recuerde que distingue entre mayúsculas y minúsculas) y toque \"Siguiente\". Se generará un código QR. Alinee la lente de la cámara con el código QR en la pantalla de su teléfono, dejando aproximadamente 8 pulgadas de espacio entre ellas.\nHuman Agent: Cuando muestre el código QR a la cámara Zmodo, sostenga la pantalla de su teléfono cerca de la cámara y retírela. Observe la luz de la cámara y avíseme si cambia del verde intermitente.\nCustomer: lo he hecho varias veces y nada\nHuman Agent: Bien, hagámoslo de nuevo. Esta vez, cuando muestre el código QR a la cámara Zmodo, sostenga la pantalla de su teléfono cerca de la cámara y retírela. Observe la luz de la cámara y avíseme si cambia del verde intermitente.\nCustomer: Esta palpitando azul\nCustomer: y nada no conecta\nCustomer: ahora verde\nHuman Agent: Si cambió a azul parpadeante, eso significa que la cámara leyó el código QR y volvió a parpadear en verde cuando no pudo conectarse. ¿Puedes enviar una captura de pantalla del código QR que estás mostrando a la cámara?\nCustomer: Voy a intentarlo \nCustomer: No puedo lo estoy intentando \nCustomer: D/static_file/0637b380d6_1_20241003142226.jpg\nHuman Agent: Parece que hay un problema de configuración de ubicación. Deberá asegurarse de que la configuración de Ubicación en su teléfono esté activada. Luego deberás ir a la configuración de la aplicación y asegurarte de que la aplicación tenga permiso para usar la ubicación de tu teléfono.\nCustomer: Las demás funcionan \nHuman Agent: Las otras cámaras ya están conectadas a la red Wi-Fi, por lo que no importa cuál sea la configuración de su teléfono para esas cámaras. Esta cámara que estás intentando configurar. La aplicación necesita la ubicación de su teléfono para ver su red Wi-Fi y dársela a la cámara.\nCustomer: sii\nCustomer: Ya lo logré, gracias \nHuman Agent: De nada."]
["Customer: Español?\nCustomer: \"Agente\" como conectar las camaras al Internet \nCustomer: Agente\nCustomer: Como conectar las camaras al wifi\nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD o GSG y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras."]
["Customer: Set up\nCustomer: I have 5g mobile network WiFi cannot connect to doorbell \nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Your doorbell is currently offline. What is the indicator light status? I'll need to know the color and whether it is blinking. \nCustomer: It is green and it is blinking\nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: I have 5G mobile network with T-Mobile for my Wi-Fi\nHuman Agent: Modern routers should be capable of 2.4Ghz networks as well. You'll want to make sure to use your 2.4Ghz network or otherwise enable it if you have it disabled for some reason. \nCustomer: I don’t have a router it is t mobile cell 5g internet \nHuman Agent: You mean you're using your cell phone as a hot spot or just that you have some other hot spot? \nCustomer: No my WiFi network is T-Mobile \nHuman Agent: You said you don't have a router though. What are you using to produce the wifi? Are you using your phone as a hot spot or do you have some other sort of mobile hot spot?\nCustomer: I use for all WiFi connections \nCustomer: I guess it could be called a router \nHuman Agent: Could you clarify what you mean?\nCustomer: No I can send picture\nHuman Agent: Okay. \nCustomer: D/static_file/3cf6d78f27_1_20241028170739.jpeg\nCustomer: D/static_file/7f2533dedf_1_20241028170815.jpeg\nHuman Agent: Okay, that is capable of 2.4Ghz networks and seems to be some form of hotspot capable of using 5G cell network signals for internet. The 5G in reference to the internet is not in reference to the wifi bands in use.  \nCustomer: Ok so how do I make my doorbell work \nHuman Agent: Did you try the setup method I recommended previously?\nCustomer: Yes I have tried a few times. When I hold the code on front of camera it does nothing then says it is timed out\nHuman Agent: Okay, would you be able to try restarting the doorbell? You can do that by removing it from it's bracket, then hold the button down until the light goes out, then put it back on the bracket. \nCustomer: I will try \nCustomer: Are you talking about the green flashing doorbell button that I hold down?\nHuman Agent: Okay. \nHuman Agent: Yes. \nCustomer: Ok it went to solid green now it is blinking after I put it back on \nCustomer: Now it is blinking blue \nHuman Agent: Okay, did it go back to blinking green or to solid blue?\nCustomer: Blinking blue then blinking green \nHuman Agent: Okay, please try the setup again now and if it does not go solid blue, please send the screenshot of the QR code requested at the end of the instructions. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nHuman Agent: It looks like it is now online again. Is it working for you now?\nCustomer: It is solid blue now does that mean is working \nHuman Agent: Yes, is live loading for you?\nCustomer: So should I get notifications now \nCustomer: For motion \nHuman Agent: Yes, though they would still be subject to the normal cooldown timers between notifications. \nHuman Agent: This is assuming you have notifications set to on in the app. \nCustomer: Yes I do. Thanks \nHuman Agent: No problem, is there anything else I can assist you with for now? \nCustomer: No thanks. Hope I don’t have any more issues \nHuman Agent: Okay, have a good evening. \nCustomer: You too"]
["Customer: Necesito cambiar la red wifi \nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon. Para configurar su cámara, primero deberá asegurarse de que su teléfono esté conectado a la red de 2.4 Ghz en la que desea configurar la cámara y que la cámara esté encendida y con su luz indicadora parpadeando. Una vez hecho esto, puede ingresar a la aplicación y seguir las instrucciones a continuación.\n1) Presione el signo más en la parte superior derecha de la página de inicio y seleccione la opción Código QR\n2) Continúe hasta llegar a la página donde le solicita la contraseña. En esa página, asegúrese de que aparezca el nombre de su red después de donde dice \"Su(s) dispositivo(s) se conectarán\". Si no, por favor hágamelo saber.\n3) Ingrese la contraseña de su red. Tenga en cuenta que distingue entre mayúsculas y minúsculas.\n4) La siguiente página mostrará un código QR en la pantalla del teléfono que deberá mostrar a la cámara sosteniéndolo a entre 6 y 8 pulgadas de la lente de la cámara. Si lo lee, la luz indicadora de la cámara debería comenzar a parpadear en azul.\n5) Si tiene éxito, la luz indicadora debería volverse azul fija y la aplicación le pedirá que le dé un nombre al dispositivo si aún no está en su cuenta (de lo contrario, puede salir de la configuración en este punto si ya la tenía encendida). su cuenta).\nSi la cámara no se vuelve azul fija después de aproximadamente 30 segundos de mostrarle el código QR, tome una captura de pantalla del código QR y envíela aquí para que la verifique."]
["Customer: Set up\nCustomer: Hi Mira\n\n\nCustomer: Need to connect my cameras to new wifi\nCustomer: Representative\n\nCustomer: Agent\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Yes. \nCustomer: ZMD32LE44232530\nCustomer: I have 2 I need to connevt\nHuman Agent: Thank you. Could you unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: Green\nCustomer: Solid\nCustomer: Now foashing\nCustomer: Flashing \nCustomer: ?\nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Yes\nHuman Agent: If you see the ZMD_SAP network, then you will do the Zink setup in the app. Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\n\nCustomer: I tried that numerous times but it says failed. I will try again."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?\nCustomer: My camera light on top will not turn blue and I cannot connect to it for live video\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: The light on top is flashing green\nCustomer: D/static_file/e109834824_1_20250221133229.jpg\nCustomer: D/static_file/e38d256550_1_20250221133235.jpg\nHuman Agent: Thank you. I know the light is flashing green now, but can you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Light on top is solid green, then said it was connected and started flashing green, red light on camera comes on when walked in front of sometimes\nHuman Agent: Alright, is the light still flashing green?\nCustomer: Yes\nHuman Agent: Could you please check your phone's Wi-Fi settings and see if you can locate the wireless network named 'ZMD_SAP'?"]
["Customer: Troubleshooting\nCustomer: Goodmorning, I have been trying to re connect my cameras. They worked for several years. My cable company installed a new modem and I have not bee able to connect. Ive tried Zink and code? almost but no success.\nCustomer: I think i have done all of the above. My camera has a green light not blue, is this an issue\nCustomer: It is green. blinking in one set up and solid in the other\nCustomer: lets try Zink together.\nCustomer: one device\nCustomer: flashing green\nCustomer: Zmoodo wants to join wi fi network zmd_sap\nHuman Agent: Hello, you've reached customer care, my name is Kylie. What color are the lights on the camera and are they solid or flashing?\nCustomer: making progress, blue solid light, added camera name and password, stuck on start free trial?\nCustomer: solid blue\nCustomer: only working one camera now\nHuman Agent: Okay, can you send me that cameras ID number? it should be on the cameras sticker and start with ZMD.\nCustomer: zmd11k312000111\nHuman Agent: This camera is online and is on the account with the name Camera 4, can you back up to the home screen and try to click on it live? \nCustomer: on my phone\nHuman Agent: Yes\nCustomer: success, now can you help me add cameras? And do I need a subscripti;on to run the cameras?\nHuman Agent: The subscription is optional it is not a requirement.\nHuman Agent: I can assist you, Have the other cameras ever been setup  before or is this the first time?\nCustomer: thanks and about adding camers? I have two in the room I am in, both umplugged and one mounted outdoors. Do I need to bring the outdoor camera inside to set it up?\nCustomer: yes, all previously set up and working\nHuman Agent: Okay, can yous end me those cameras Models and ID numbers? I will look them up to see what setup they would use.\nCustomer: OK zmd11k312000090\nCustomer: zmd11k314002479\nCustomer: I'll need a few minutes to get the fourth camera, please stand by\nHuman Agent: Looks like for that camera is may use the Zink setup, or perhaps would use the Smartlink or EZlink legacy setups.  Lets try checking them one by one. Unplug all the offline cameras then plug one back in, once it flashes green go into the phoens Wi-Fi settings and see if the ZMD_SAP network pops up, if it does not then I will have you try one of the legacy setups.\nCustomer: zmd11k314002435 outdoor location\nHuman Agent: Okay, all of those cameras,  may use the Zink setup, or perhaps would use the Smartlink or EZlink legacy setups.  Lets try checking them one by one. Unplug all the offline cameras then plug one back in, once it flashes green go into the phoens Wi-Fi settings and see if the ZMD_SAP network pops up, if it does not then I will have you try one of the legacy setups.\nCustomer: still here"]
["Customer: Can not connect camera\nCustomer: Camera not blinking green \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the current indicator light status? I'll need to know the color and whether or not it is blinking. \nCustomer: It's blue\nHuman Agent: Solid blue or blinking blue?\nCustomer: Not blinking\nHuman Agent: What is the ID of the camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Zmd18l9h502508\nHuman Agent: I'm not seeing that camera in our system. Could you send a picture of the ID so I may confirm it is correct? I see a camera previously on your account with the ID ZMD18L9IH500003 is currently online if that is one you mean to add. \nCustomer: Yes\nHuman Agent: Okay, thanks."]
["Customer: Troubleshooting\nCustomer: Not working \nCustomer: It doesn\"t let me scan QR codes as they will say that the page is not found or with other words the code is out of date \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: During the green blinking, it won’t connect to the wifi \nHuman Agent: Hi my name is Wendy.  Camera named Guest Bdrm Dog Bed shows offline.  Is this the camera you are needing help with?\nCustomer: The MA bedroom camera. I relocated the camera from one house’s wifi and to another \nCustomer: I deleted it from my list and am trying to readd it \nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\n\nCustomer: D/static_file/4a6494d41c_1_20250121141639.jpg\nHuman Agent: ZMD12KM45216835 thanks.  Is the indicator light on the camera blinking green right now?"]
["Customer: trying to setup zp-ib15w with zink connection. Not working\nCustomer: customer support number?\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: zmd12jk68226417\nCustomer: i have another also\nHuman Agent: Okay, could I have the Device ID for the second camera, as well?\nCustomer: zmd12jp68235219\nHuman Agent: Alright, lets start with one of the cameras. Can you unplug both, plug in just one camera, and tell me what light you see in the camera when you plug it in?\nCustomer: green light flashing\nHuman Agent: Alright, and which camera do you have plugged in right now?\nCustomer: 5219 is the ending number\nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: i have located that before and gone through setup. 0 devices found\nHuman Agent: Okay, that is fine. Can you check your Wi-Fi settings now and see if you see the ZMD_SAP network?\nCustomer: it is seen.\nHuman Agent: Okay, then lets walk through the Zink setup. Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. After you enter your Wi-Fi information, watch the light closely and let me know if it changes from the flashing green light.\nCustomer: when gone through before the light goes from green to blue and back to green\nHuman Agent: Okay, that means the camera is trying to connect. So lets try it again. When you are entering your Wi-Fi information, does it give you a list of networks to choose from or do you have to type in your Wi-Fi SSID? What is the Wi-Fi network that you are choosing or entering?\nCustomer: i have to type in the ssid. Att7Ww7gNa\nHuman Agent: Is that your 2.4 GHz network? And have you tried the setup again? Did you watch the light in the camera?\nCustomer: doing it now\nCustomer: Waiting for connection 0 devices found. flashing blue light nowback to green\nCustomer: Maybe i will try the other camera\nCustomer: This should be a dual band router as i have another that connected on the 2.4ghz band\nHuman Agent: Okay, so that means that the camera got the Wi-Fi information and was trying to connect, but failed. Can you go to your Wi-Fi settings and tap on the settings button next to your Wi-Fi network? Then tap on Forget or Forget this network. That will disconnect you from the network and it will show up in the list of available networks and you can tap on it and enter your Wi-Fi password to reconnect.\nCustomer: ok\nCustomer: ok. i have joined again. retrying\nCustomer: flashing blue\nCustomer: back to green\nCustomer: Within 3 feet of the router\nHuman Agent: And you used the same password in the app as you used when you reconnected to the Wi-Fi network? You can tap on the eye icon next to the password to see it.\nHuman Agent: You can try the non-app setup for the camera.\n\nMake sure your phone, tablet, or computer is connected to the ZMD_SAP Wi-Fi network and the light on the camera is flashing green.\nOpen a web browser like Safari or Google Chrome (you can use whatever you prefer). Into the address bar type the cameras IP Address 192.168.10.1:8087\nType in the name of your network and the password for your network. The name and the password are case sensitive.\nIn UserID type 0. In Client_Count type 1.\nPress OK and the device should send the network information to the camera. Watch the camera and the light should start flashing blue, or the green light may just go out. If the light turns solid blue, or you do not see a flashing green light come back, then check the app to see if the camera is online.\nCustomer: Ok. Will try."]
["Customer: Troubleshooting\nCustomer: I am trying toadd a wi fo extender it is flashing but not green\nCustomer: It hasnt been working for some time i just got most of my cameras working ad i wanted to add the extender to the new app\nCustomer: My cameras are online i have an extender that i am trying to add to the new app\nCustomer: I do not see the device\nCustomer: I do not have a maual \nCustomer: It is ZMD13KGG1000011\nCustomer: I did not find that manual for a model ZM-SHRZ04W\nCustomer: I searched and didnt find it\nCustomer: -1\nCustomer: Looking for a soecific manual ZM-SHRZ04W\nCustomer: It is not on the website\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: I have a ZM-SHRZ04W i am trying to find the manual so i can try and add it to the new app\nCustomer: I didnt find it on the site\nCustomer: I was on zmodo website i didint find any information\nCustomer: I was looking for a manual its not on the website can i speak to a person?\nCustomer: Agent \nCustomer: Agent\nCustomer: Hi Grant\nHuman Agent: That will use the Beam setup. You tap on the plus sign in the top right corner, tap on Smart Home, and then tap on Beam.\nHuman Agent: It will ask you to connect to AP_ZMD first (which will have no internet connection), and then go back to the Beam setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password.\nCustomer: I started the set up process for Beam switched to AP_ZMD then put in my wifi and password it just spins\nHuman Agent: You can try restarting the app or uninstall and reinstall the app. Also, make sure that your mobile data or cellular data on your phone is turned off.\nHuman Agent: You may also want to try resetting the Beam. There is a pinhole reset on the side. While it is plugged in and powered on, press and hold the button for 15-20 seconds until the Beam restarts.\nCustomer: When i switch to app zmd i loose my internet connection on my phone \nHuman Agent: Yes, the AP_ZMD network does not have internet access."]
["Customer: Lost WiFi connection how do I re establish it\nCustomer: My cameras lost WiFi connection how do I reconnect them \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and if you are prompted for a QR code, scan the one below. \n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nHuman Agent: D/static_file/676f132fe6_1_20241212113849.png\nCustomer: They have already been added and we’re working until I lost WiFi for a day. Do I have to delete them and readd them to get them back in wifi\nHuman Agent: You do not need to delete them. You could try restarting them first, but if they are just blinking green, you would then go through setup. Though again, deletion of the devices first is not recommended. \nCustomer: I tried unplugging one and plugging it back in hoping that would work, but it did not. How else do I restart it?\nCustomer: They are blinking green\nHuman Agent: It would just be that, would you be able to try the QR code setup?\nCustomer: How do I do the setup without deleting it?  Still just click add and go through the process?\nHuman Agent: Yes, you would follow the instructions I sent previously. \nCustomer: Ok I’ll try it \nHuman Agent: Okay."]
["Customer: Troubleshooting\nCustomer: I’ve took him. Did my router new password now my cameras are off. Someone will not connect. I need some help with it.\nCustomer: I have tried that it has not worked\nCustomer: I have tried it. It’s not picking up. It’s not working. Can I speak to a human being?\nCustomer: I also pay for my prescriptions due every month and you guys are not adding my script back into my cameras as I reload them. You’re making me repay again.\nCustomer: Well, please have one get their butts back to me. Thank you.\nCustomer: Yes \nCustomer: Yeah, for some reason, my cameras are not reconnecting after I change my password on my router\nCustomer: I’m not for sure of my password and I’m not for sure how to do that so please play the Lemon8 terms where I can do that and you’re talking to a female here not a male\nCustomer: Please do I’m waiting. I’ve been waiting.\nCustomer: Some of my cameras are not reconnecting after I change about his password. What do I need to do?\nCustomer: I don’t know if I have all these information on this shit anymore\nCustomer: Tell me step by stuff how to reconnect my cameras to the router with the new password\nCustomer: But you know what this sucks when you can’t talk to a live human being anymore just says something up because it’s really really sucks. Trying to communicate with you guys by this form.\nCustomer: I did and nothing happened. Oh, we’re experiencing high check volumes were good. I’ll leave this on and then I’ll go do my\nHuman Agent: To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code."]
["Customer: Troubleshooting\nCustomer: Qr code won't scan?\n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you are trying to set up? In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nHuman Agent: Whoops, I apologize, I did not intend to send the QR setup instructions. After asking the ID, I meant to say \"The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \"."]
["Customer: Hi. I am trying to connect a 720 mini to a new wireless network. My router is a 2.4/5 ghz dual router. Will the camera connect to this type of router?\nCustomer: How do I recreate the initial set up? I don't think I have the original QR code.\nCustomer: I have the smartz app open and don't see a + sign\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  Go to the device section of the app, then the Plus will be on the bottom of the device list. \nCustomer: thanks\nCustomer: Thanks. This is the second time I've generated a QR code for my wi fi and the camera isn't reading it. I've increased the brightness of my phone's scree. Any suggestions? How long should it take to read?\nHuman Agent: That can very sometimes, normally it doesnt take logner then a minute and 30 seconds for the camera to scan the QR code, When you hold the code in front of the camera, how are the lights reacting? (What color are they, do they change colors? and do they flash or go solid at any point?\nCustomer: the only light that I see doing anything is the blinking green light on the side of the camera. None of the other lights do anything.\nHuman Agent: Okay, WHen the camera is trying to scan the code, it will flash blue, can you unplug the camera, plug it in, then when the caemra flashes blue again go through the QR setup, show the code to the camera 8 incehs away and watch thsoe lights closely, if after 1 minute it does not flash blue please take a screenshot of the QR code, then let me know hwo it reacted and send me that screenshot\nCustomer: D/static_file/c61d229715_1_20250224151350.png\nCustomer: I unplugged it. When I plugged it back in, the light on the side of the camera was solid green then changed to blinking green. It never turned blue in either a blinking or solid configuration\nHuman Agent: Okay, That QR code visually looks fine. Perhaps the camera uses a different setup not the QR setup, Can you send me the cameras Model and ID number, the ID number wills tart with ZMD and not have any dashes and not be the FCCID, I can check for sure with that to see if there are alternative setup options. \nCustomer: model zh-1xy2j\nCustomer: zmd: 8L918200708\nHuman Agent: That ID number did not pop up in the system, can you take a picture of the ID number and send that to me to review.\nCustomer: fcc id: ZK8-BFS23NM\nCustomer: are we still chatting?\nHuman Agent: The ID number will start with ZMD and not have any dashes and not be the FCCID.\nCustomer: 8L918200708\nCustomer: D/static_file/7e31ebd145_1_20250224152941.jpg\nHuman Agent: One moment while I review the photo, it just came in\nHuman Agent: I found the device, it looks like it should use QR code and the Zink setup. Have you tried to only do the QR setup with this camera or have you attempted to try the Zink setup at all with it?\nCustomer: have not tried zink setup. do you have instructions?\nHuman Agent: Yes, I can send you the directions to try, One moment\nHuman Agent: Zink Setup steps. \n\n1.Check Network Compatibility:\n\nEnsure that the W-iFi network you want to connect the camera/s to, is operating on the 2.4GHz frequency.\n\n\n\n2.Access Zink Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the Zink option.\n\n\n\n3.Initiate Installation:\n\nEnter the number of devices you are trying to set up, tap on the check mark or next.\n\n\n\n4.Connecting to the ZMD_SAP\n\nTap on \"Tap Here to begin set up\" follow the onscreen instructions. The phone may warn you this network has no internet.\n\n\n\n5.Wi-Fi Password Entry:\n\nThe app will prompt you to select or enter your Wi-Fi name (SSID) and enter the Wi-Fi password. Remember the Wi-Fi and password are case sensitive.\n\n\n\n6.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nHuman Agent: Thry these steps, make sure to keep clsoe to the camera for this setup and when you get to the end of the setup and it says waiting for connection or it seems like tis searching for the camera, let me know and watch the lights to see if they react (they will flash blue when its trying to connect)\nCustomer: am I starting in the Smartz app or the zink app? \nCustomer: it says zmd not connected. Then I click settings and it takes me to network details. I see my network but am not prompted to enter a password.\nHuman Agent: You can do the setup in the smartz app, after you press the plus you would tap the square in the top right, then select the Zink setup and follow the directions above. \nHuman Agent: You have to connect to the ZMD_SAP network for it to move forward through the setup. Does it show your connected to the ZMD_SAP network when you check your phones Wi-Fi settings/area?\nCustomer: None ofl listed networks are ZMD_SAP.\nHuman Agent: The camera is still flashing green right now correct?\nCustomer: I found ZMD_SAP. it says it's disconnected. I have it set on auto-connect\nCustomer: yes, it is flashing green\nHuman Agent: OKay, connect to that ZMD_SAP network, its fine if it says there is no internet, this signal comes from the camera itself so it wont have internet that is normal. After you have connected go back to the app and try to do the Zink setup again.\nHuman Agent: Let me know what happens with the lights if you make it to the end of the setup, and if you have any trouble along the way let me know as well.\nCustomer: I have a QR code to share zmd_sap wifi. do I scan it with the camera?\nHuman Agent: For the Zink setup, you wouldnt use a QR code at all. \nHuman Agent: Zink Setup steps. \n\n1.Check Network Compatibility:\n\nEnsure that the W-iFi network you want to connect the camera/s to, is operating on the 2.4GHz frequency.\n\n\n\n2.Access Zink Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the Zink option.\n\n\n\n3.Initiate Installation:\n\nEnter the number of devices you are trying to set up, tap on the check mark or next.\n\n\n\n4.Connecting to the ZMD_SAP\n\nTap on \"Tap Here to begin set up\" follow the onscreen instructions. The phone may warn you this network has no internet.\n\n\n\n5.Wi-Fi Password Entry:\n\nThe app will prompt you to select or enter your Wi-Fi name (SSID) and enter the Wi-Fi password. Remember the Wi-Fi and password are case sensitive.\n\n\n\n6.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nCustomer: I am. the zmd_sap app says it's disconnected. I ndon't know how to get it to connect.\nHuman Agent: Here are the directions for that Zink setup.\nHuman Agent: Can you take a screenshot of where it says its disconnected and send that to me?\nCustomer: I have a dual band router, but when I look at my internet connection on my phone, it says 5 G. Could this be the problem?\nHuman Agent: As long as the network you are using for the setup is a 2.4GHZ or a duel network then its fine, if the network you are trying the setup with is a 5GHZ only network that wont work with the cameras for the setup. \nCustomer: how do I tell if my router is set up for 2.4 GHZ?\nCustomer: did i lose you\nHuman Agent: No I am here, Each router is different, but the general idea is that you would have to check the routers network settings to see what the network is set as (2.4ghx, 5.0GHZ duel) which unfortunately is outside of my scope to be able to assist with. If your router is through your ISP (Internet service provider) you can try contacting them for assistance with those settings, you can also try checking if your ISP has an app to manage your router or try looking up the model of your router online for that info of how to get into the settings of the router as well."]
["Customer: Having an issue connecting camera \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Can't connect device \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD13H3D7000053\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Blinking green then blinking blue and now solid blue\nCustomer: We recently switch internet providers too\n\nHuman Agent: If the light is solid blue, then that means that the camera is connected to a Wi-Fi network. Do you have your old router or any Wi-Fi extenders?\nCustomer: Yes I have my old router still. It's not putting out a single though. How do I chance to my new wifi\nHuman Agent: Check your old router and make sure it is not plugged in to power. Even if it is not connected to the internet, if it is still plugged in to power, then it will still make the Wi-Fi network.\nCustomer: Unplugged it. Now what\nHuman Agent: What light do you see on the camera now?\nCustomer: Blinking blue\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Set up\nCustomer: Live agent\nCustomer: Agent\nCustomer: Agent\nCustomer: Hello Grant I'm having problem connecting one of my cámaras I follow all steps and nothing\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD18L9IH503553\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: I did it\nCustomer: It's flashing green\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I did that like 5 times and it didn't work\nHuman Agent: Lets try it again. When you get the QR Code on your phone screen, hold it close to the Zmodo camera lens and slowly pull it back. Watch the light in the camera closely and let me know if it changes from the flashing green.\nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the camera?\nCustomer: Okay\nCustomer: D/static_file/e88ded7d7b_1_20250120131311.jpg\nCustomer: Nothing \nCustomer: Didn't work and that camara it's new\nHuman Agent: You are showing the QR Code on your phone screen to the Zmodo camera lens? Hold the phone screen close and slowly pull it back. While you are showing the QR Code to the camera, let me know what light you see in the camera lens. It may change briefly before changing back to flashing green, so watch it closely.\nHuman Agent: You can also check your phone's Wi-Fi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Not working \nCustomer: I did the same step over and over\nCustomer: It's still flashing green light\nHuman Agent: Could you please check your phone's Wi-Fi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Yes its there the wifi with that name and it ask for a password \nHuman Agent: The ZMD_SAP network does not have a password. So it would not ask for a password if you connect to it. So you do see it in the list of available networks?\nCustomer: Yes\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home Wi-Fi network name (SSID) and Wi-Fi password. Afterwards, you will need to connect your phone back to your home Wi-Fi network to access the camera.\nCustomer: It said this now\nCustomer: D/static_file/749841ae16_1_20250120132755.jpg\nHuman Agent: IT is showing online now. There are a few reasons it may not be loading video. I would start by restarting the app. You can also try restarting the camera or move the camera next to the router.\nCustomer: Okay thank you so much \nHuman Agent: You're welcome.\nCustomer: I will see if it work \nCustomer: Have a great day\nHuman Agent: Thank you. You have a good day, too."]
["Customer: Troubleshooting\nCustomer: Hi, i am Markus\nCustomer: My old Camera are Not supported with this app\nCustomer: Model:ZH-IXY1D\nCustomer: Ok thank you\nHuman Agent: Hello, you've reached customer care, my name is Kylie. That camera is compatible just fine, with the app.  The issue is your trying to scan the QR code on the camera to begin the setup and thats why the message is appearing, that's not the correct code you would scan to begin the setup. You would scan the QR code that is in the startup booklet/guide, do you have that at all?"]
["Customer: I have new wifi and idk to connect my device\nCustomer: Troubleshooting\nCustomer: Setup camera to wifi\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Its a device that already been added\nHuman Agent: Okay, please let me know if you have a question about the instructions. \nCustomer: It needs to be update i have new router so wifi \nHuman Agent: Okay. You would still need to follow the instructions sent above in order to connect your camera to the wifi network. Please let me know if you have any questions about the setup or instructions."]
["Customer: Troubleshooting\nCustomer: Zp-nl18 not finding cameras \nCustomer: Zomoto model zp-nl18 not finding cameras\n\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  What are the device IDs on the cameras that you have?  The ID will be listed on a sticker on the camera and start with ZMD or GSG\nCustomer: Customer service \nHuman Agent: Hi my name is Wendy.  What are the device IDs on the cameras that you have?  The ID will be listed on a sticker on the camera and start with ZMD or GSG\nCustomer: Zmd14 la1252990\nHuman Agent: Zmd14la1252990 isn't pulling up any info.  Is the camera new? or has it been setup before?\nCustomer: Zmd14cla1252990\nHuman Agent: ZMD14CLA1252990 is the NVR.  Could you also please provide the ID on the cameras you are wanting to connect to this NVR?\nHuman Agent: D/static_file/b3757e3579_1_20241007162832.png\nHuman Agent: The ID may look like the attached photo\nCustomer: Zmd14cdec244040\nZmd14cdec244393\nZmd14cdec244201\nZmd14cdec244697\nHuman Agent: ZMD14CDEC244201 is not bound to an account.    The other 3 are not pulling up any info, possible typos or they haven't been setup before.\n\nWhat color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: Blink green\nHuman Agent: ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step."]
["Customer: Set up\nCustomer: talk to agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: can you help me how to connect this camera using QR code or zink setup ZMD14CR83001240\nHuman Agent: Yeah,  please stoip restarting chats\n\nCustomer: ok\nHuman Agent: Each time you restart a chat it makes the process longer\nCustomer: ok\nHuman Agent: I responded before, that camera only uses the Zink setup, can you go through the Zink setup, on the page where it asks for the wifi password take a screenshot or a picture and send it to me in the chat or email me the photo at support@zmodo.com \nCustomer: ok thanks\nHuman Agent: Okay, let me know once you ahev sent the screenshot\nCustomer: i dont see zms_sap on my wifi network\nHuman Agent: Can you get close to the camera and looka t the color of the cameras lights, Tell me what the color is and if the light is Solid or flashing\nCustomer: flashing green\nHuman Agent: Try going into your phones wifi settings and turn off the wifi, turn it back on then look for the ZMD_SAP network there\nHuman Agent: Make sure youa re within 10 feet of the camera when you look for the ZMD_SAP network, has to be line of sight as well\nCustomer: ok\nCustomer: camera is 1 feet from me right now\nHuman Agent: Great.\nCustomer: can ypou please check is it connected with another network\nCustomer: no still not appear\nHuman Agent: It is not connected to another network, if it were the lights would be a solid blue and they are only flashing right now.\nHuman Agent: Can you send me a picture of the cameras sticker, I will double check the setup one more time. \nCustomer: sure you are asking about zmd?\nHuman Agent: it came up in the system earlier that it only used the Zink setup, but I want to be sure that is accurate.\nHuman Agent: When a camera is connected to a wifi network, the lights on the camera turn a solid blue. You said they are flashing green which means the camera is in setup mdoe. However you are not seeing the ZMD_SAP network so I want to check the cameras sticker to make sure it matches the information I looked up with the ID earlier reguarding the setup. If that's the case then I will have you try some specific tests/troubleshooting steps instead with this camera. \nCustomer: D/static_file/66dceca4db_1_20250207101909.png\nHuman Agent: Okay, one moment\nCustomer: thanks\nHuman Agent: Yes, its accurate, this camera only uses the Zink setup. So since there is No ZMD_SAP network its very possible that there is an issue with the power on this camera. Its a bit rare but I have seen an issue with the cameras cord cause a similar response, Can you swap this cameras cord with another working camera then plug that camera directly into a wall outlet as well. Once it starts flashing green or blue again check the Wi-Fi list on the phone settings area to see if there is still no ZMD_SAP network or not. Let me know if you do or do not see it pop up after you do that."]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Your camera is not compatible with Zink setup on it's current firmware and you'll need to use QR. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: talk to agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Hi I purchased new camera  and i am not able to set it up\nHuman Agent: Okay, What setup did you try with the camera and how did the lights react? (color and flashing or solid?)\nCustomer: first start with flashing green then when i sync qr code its changes to flashing blue after that again change to flshing green\nHuman Agent: if tis flashing blue then green but never changes to a solid bleu then the info entered when generating the code is not correct or letting it connect or its too far from the router to connect, its trying to connect with that info and failing. \nHuman Agent: The camera will only set up to a 2.4GHZ network, if the Wi-Fi your trying to go through the setup a 2.4GHZ or a Duel network? \nCustomer: ok\nCustomer: its 2.4'\nHuman Agent: Okay, Double check the distance from the router and the password entered for that Wi-Fi network when you generate the QR code."]
["Customer: Set up\nCustomer: It will not scan the qr code \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the  camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Tried putting in bar code by scanning and typing in bar code says invalid code\nHuman Agent: Hello, you've reached customer care, my name is Kylie, If you are scanning the code on the camera that is not the code for going through the setup at all, you would have to scan the code in the startup guide booklet, do you still have that?\nCustomer: No \nHuman Agent: Okay, can you send me the cameras Model and ID number? I will looka nd see what setup it uses and send you the QR code you can scan to begin the setup.\nHuman Agent: The ID number will start with ZMD on the cameras sticker\nCustomer: I have 3 cameras here is one ZMD13ISD9002655\nCustomer: Yes\nCustomer: I'm here\nHuman Agent: I apologize, the agent you were speaking with is having an issue with their computer and will be back momentarily. One moment as I review your chat. \nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and scan the QR code below if prompted by the app. \n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nHuman Agent: D/static_file/f37c968c6f_1_20241219110302.png\nCustomer: Ok may take awhile\nHuman Agent: Okay, let me know if you have any trouble during the setup. \nHuman Agent: The chat itself will remain active for 7 minutes from our last message. \nCustomer: Tried scanning bar code that came up on my phone doesn't do anything\nHuman Agent: You would scan this QR code in the Meshare app. \nCustomer: I scanned the bar code that came up after I entered my pw for my router\nCustomer: Scanned the bar code on my phone with my camera\nHuman Agent: You would scan the QR code that was sent earlier in the chat in the meshare app to begin the QR code setup.\nCustomer: Ok I'll try\nHuman Agent: Okay\nCustomer: My brain is fried nothing is working I am done\nHuman Agent: OKay, feel free to take a screenshot of the QR code sent into the chat so you can attempt the setup again when you are ready.\nCustomer: Ok\nHuman Agent: Have a good day.\nCustomer: U2"]
["Customer: I have a problem connecting my camera\nCustomer: Everything is connectingCan you call me\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: I need help connecting one of my cameras\nCustomer: Representative \nCustomer: I'm trying to connect one of my cameras and I cannot figure out how\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device to know what setup the camera uses, can you send me all the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid.\nCustomer: It is rubbed off so bad I can't make it out... Model is ZPIBH23W\nCustomer: The camera has been connected before but somehow it's not there anymore \nHuman Agent: are you able to take a picture of the sticker and send that to me? I may be able to make out the ID number for you, I'm happy to try. \nCustomer: Yes one moment\nCustomer: D/static_file/4e704ce22f_1_20250207115550.jpg\nCustomer: I can tell a ZMD17A\nCustomer: Looks like it ends in a 09\nHuman Agent: Just got the photo, let me take a look, one moment\nCustomer: D/static_file/e326fc563c_1_20250207115728.jpg\nHuman Agent: Found the camera, it looks like for this camera it can use the QR code setup or the Zink setup\nHuman Agent: Have you tried either of those setup options with the camera yet at all?\nCustomer: I tried the QR but the camera isn't reading the code \nHuman Agent: Okay, when you showed the code to the camera what color were the cameras lights and were they flashing or solid?\nCustomer: Solid green\nHuman Agent: Okay, Solid green may be the reason the camera is not reading the QR code, for the camera to read it and try to connect it has to be flashing green or blue. \nCustomer: How do I make it flash green or blue\nHuman Agent: Can you try checking the cameras cord and the outlet, normally a camera being solid green is an indication there is a power issue.\nCustomer: I'll try now \nHuman Agent: Okay. \nCustomer: Okay I cleaned the plug and it's flashing now\nHuman Agent: Okay, good to hear. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Let me try\nHuman Agent: Okay. \nCustomer: Where it asks for the Wi-Fi password it says unknown ssid instead of my network name.  Is that right\nCustomer: D/static_file/144700025e_1_20250207121458.png\nCustomer: This is the QR code\nHuman Agent: If it says unknown ssid, that means that either location is turned off on your phone or the app is not allowed location permissions. Please make sure your phone's location is set to on and then go to your phone's app settings and make sure your location permission setting for this app is set to allow while using and precise location if you have that option. \nHuman Agent: If you have trouble finding where to do that, please let me know if you're on an android or an iphone. \nCustomer: Okay I turned it on let me try again\nHuman Agent: Okay, if fixed it should now show your networks name rather than unknown ssid."]
["Customer: no me  quiere leer  el codigo\nCustomer: colocó  la cámara  frente al teléfono pero no registra en codigo \nHuman Agent: Hola mi nombre es Wendy.  ¿Cuál es el ID del dispositivo de la cámara con el que necesitas ayuda? La identificación del dispositivo aparecerá en una etiqueta en la cámara y comenzará con ZMD o GSG.\nCustomer: 19G1lHC01380\nHuman Agent: ZMD19G1IHC01380 esta cámara está conectada a un correo electrónico diferente ai----@hotmail.com\n\n¿Tienes acceso a esta otra cuenta?  Deberá iniciar sesión en esta cuenta para configurar la cámara."]
["Customer: Set up\nCustomer: Set up\nCustomer: I put the camera in front of the IQ on my phone and nothing happened \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: New internet how do I unconnected from the old to the new\nCustomer: Do I have to unsubscribe?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You do not need to delete or unsubscribe cameras to set them up on a new network. \nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Agent\nCustomer: \"Agent\"\nCustomer: How do I get my system going\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: The camera is kind of high\nHuman Agent: The two cameras on your account will use the QR Code setup method to connect to your Wi-Fi network. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: 17KVIH00058\nCustomer: 17KCIH00058\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: New network \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: How to set wifi\nCustomer: How to change WiFi network\nHuman Agent: Hello, my name is Grant. You will need to setup the cameras with the initial setup method again to connect them to a new Wi-Fi network.\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Set up\nCustomer: Done that\nCustomer: -1\nCustomer: Don't connetc\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy\nCustomer: Hi Wendy \nHuman Agent: Are you needing help setup cameras named Cocina & Parqueo?\nCustomer: Whit parqueo\nHuman Agent: you are wanting to setup camera named Parqueo?  What color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: Flashing green\nHuman Agent: If the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: I have a new network how do I connect my cameras\nCustomer: 1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Human assistance\nHuman Agent: How can I assist you?\nCustomer: ok\nHuman Agent: How can I assist you?\nCustomer: Need to change the network on my cams \nCustomer: on the app i dont see that option\nHuman Agent: You would setup the cameras using the initial setup method to connect them to a new Wi-Fi network. \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Hold\nCustomer: Trying to see it\nCustomer: ZMD13DS83272817\nHuman Agent: Thank you. Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Green\nHuman Agent: Is the light flashing green or solid green?\nCustomer: Green\nHuman Agent: Alright, is the light solid green or is it flashing green?\nCustomer: flashing gree\nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: yes\nHuman Agent: If you do see the ZMD_SAP network, then you will want to do the Zink setup to connect the camera. Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: Need help on someting else \nCustomer: You not helping realy\nCustomer: my account is with my phone \nHuman Agent: What else can I assist you with? You asked how to connect the camera to a new network and the Zink setup is how you would do that for that camera.\nCustomer: +1 809 789 8986\nCustomer: I did that and nothing found\nHuman Agent: Alright, are you having a problem with your account? Or do you have a question about the account?\nHuman Agent: Lets try the Zink setup again and let me know what step it gets stuck on and what message you get.\nCustomer: Help recover the Pass to access on the web\nCustomer: https://user.zmodo.com/login here\nHuman Agent: You can click on Forgot Password to reset the password.\nHuman Agent: It will be the same password as you used to log in on the mobile app on your phone or tablet.\nCustomer: https://snipboard.io/HfUDRg.jpg\nHuman Agent: I am sorry, that does not show anything. You can attach an image to the chat or email it to support@zmodo.com if you would like. Or you can explain to me the issue you are having.\nCustomer:  Please check your input and try again later.\nCustomer: I select my country dominican republic and enter my phone\nCustomer: nothing happens from there\nHuman Agent: Okay, do you know the password that you used to log in on the mobile app?\nCustomer: I forget \nCustomer: on app is still connected\nHuman Agent: Then you may want to try resetting it on the mobile app. You can also remove the devices from the account and set them up on an email address account if you are having trouble with your phone number account."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, my name is Grant. I see two cameras on your account and those cameras will use the QR Code setup, not the Zink setup.\nHuman Agent: Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: The QR code not working \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: i have new wifi i need to change it\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. \n\nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: agent\nCustomer: hi i have 4 ZP-IBH15-W and i cant get them to  connect to the wifi.\nHuman Agent: Alright, lets start with the first camera. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: zmd12k6682855010\nHuman Agent: Can you try sending that again? You have an extra number or letter in that ID.\nCustomer: 12k6682855010\nHuman Agent: No, that is the same. You have an extra number in there. The Device ID is 15 characters and what you are sending me is 16 characters. Can you send a picture of it? Or can we try another camera if that Device ID is hard to read?\nCustomer: 12k668285010\nHuman Agent: Thank you. That camera will use the Zink setup. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?"]
["Customer: Set up\nCustomer: Hi\nCustomer: I'm trie to conect  the camaras\nCustomer: 1\nCustomer: More help please\nCustomer: 1\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Already did all tha\nCustomer: Conecto 4 camaras tha.there were unbind \nCustomer: I need help connect  the cameras\nCustomer: The light is green\nCustomer: Additional help\nCustomer: Set up\nCustomer: Need customer help\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What are the IDs of the cameras you're trying to connect? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Need help conectin  myn4 cameras please\nHuman Agent: What are the IDs of the cameras you're trying to connect? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: MODEL  ZP IBH15 W\nCustomer: Model ZP_IBH15_W\nCustomer: Are you there\nHuman Agent: That seems to be the model. What are the IDs of the cameras you're trying to connect? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: ZK8_BFS23NM\nCustomer: They are 4 of them\nHuman Agent: That is also not the ID. Is there something beginning with the ZMD with no dashes?\nCustomer: ZMD13H5DA292823\nCustomer: ZMD13H5DA293212\nCustomer: ZMD13H5DA292899\nCustomer: ZMD13H5DA292857\nCustomer: Ok there\nHuman Agent: Thanks. These would use the Zink setup. In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\nCustomer: Ok let me conect 1 an see if  it let me do it thank you\nHuman Agent: Okay, let me know if you have any trouble."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: The ZMP_SMP does show up\nCustomer: I cannot connect my wireless camera\nCustomer: I am having trouble connecting to my new wifi\nCustomer: How to I reach out to an aganet\nCustomer: agent\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD1317E2214468\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: 1st, green, now green blinking\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: That was easy, I was trying to use sink\nHuman Agent: That camera does not use the Zink setup, so that would be why you were not seeing the ZMD_SAP network. Do you have any questions?\nCustomer: Have a great rest of your day\nHuman Agent: Thank you. You have a good day, too."]
["Customer: I’m trying to add another camera \nCustomer: Now what\nCustomer: Next step to adding device \nCustomer: I done that\nCustomer: What’s next step ?\nCustomer: It’s telling me to scan QR code \nCustomer: Qr not scanning\nCustomer: My QR code isn’t scanning \nCustomer: -1\nCustomer: My QR code isn’t scanning \nCustomer: -1\nHuman Agent: Hello, my name is Grant. If you're app is telling you to scan the QR Code, then you would show the QR Code on your phone screen to the Zmodo camera.\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Need help connecting my NVR and my cameras to a new Internet wireless provider\nCustomer: Set up\nCustomer: Need to chat with a person\nCustomer: Trying to reconnect my NVR and wireless cameras to a new Internet wireless provider\nCustomer: I can only connect three of my six cameras and I could not connect my NVR\nCustomer: I do need assistance with helping connect DMV MR I cannot find it anywhere in my wireless network\nHuman Agent: Hello, you've reached customer care, my name is Kylie. For the NVR it is a wired device for its internet, do you have the NVR plugged into your router?\nCustomer: Yes\nHuman Agent: Okay, I would like to look up your NVR, Can yous end me the NVRs model and ID number, it will be on the bottom of the NVR on the sticker, the ID wills tart with ZMD, 14,15 and not be the FCCID. \nCustomer: I am at lunch right now. I’m at work when I get home till 5 o’clock is there someone there that will be able to help me after I get home tonight? Unless you can give me the steps I did register this zmodo\nCustomer: I know when I first bought it I had to use the zinc and then now I use the scanning app for the cameras, but initially I had to zinc everything\nHuman Agent: We may be open it just depends on your time zone, we are on Central time and close for live chat support at 7:50PM central time. \nHuman Agent: Yes the setup of cameras can change, I would be able to look up the cameras setup with their ID number as well (it would start with ZMD,GSG,14,15, not the FCCID) to help tell you which setup the cameras would use."]
["Customer: Set up\nCustomer: Camera stopped working after getting new wifi\nCustomer: What is the initial setup process\nHuman Agent: Hello, my name is Grant. To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Set up\nCustomer: I want to add the camera wifi but zmd-sap isn't popping or displaying \nCustomer: I can't find zmd_sap network in my list. \nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.   \nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: ZDMD15F3DA208423\nHuman Agent: ZMD15F3DA208423 uses QR code setup.  You don't need to connect to zmd_sap network.  You will want to make sure your phone is connected to 2.4GHz wifi for setup though.\nHuman Agent: Zmodo QR code instructions: \n\n-First go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\n***The camera should be next to your router during setup, 5ft or less to your router***\n\nCustomer: Hey"]
["Customer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. If you're trying to set up the cameras on your account, they would not be compatible with QR and would need to be set up using Zink. \nHuman Agent: In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\nHuman Agent: Yes, you would need to use the Zink setup. You may follow the instructions I sent above and let me know if you have any questions."]
["Customer: Trying to get an older camera that I just found to the app. Not working.  Putting the device at the QR code on phone. \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Zmd18flIG813\nHuman Agent: There should be more characters in the ID. \nCustomer: Too small to read. Let me try a magnifying glass if you really need this\nHuman Agent: You could also take a picture and blow it up (or send it here). \nCustomer: What is your text\nHuman Agent: You can attach images to this chat. \nCustomer: How\nCustomer: Zmd18flig513933\nHuman Agent: To the left of where you type is an icon to attach pictures. I was able to locate that ID though with what you just sent though so it should not be needed anymore. Thank you. \nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: This is a camera I have used for several years. My wife packed away and we could not find it until today. I bought 2 new cameras and installed one today but this one won’t work. \nHuman Agent: Is it flashing green? If so, please follow the previous instructions and let me know if it goes to flashing blue at all. \nCustomer: I did not do anything with wifi. It automatically switched\nHuman Agent: I'm not sure what you're referring to. Did you see my previous messages?\nCustomer: Sold blue. No beep. \nHuman Agent: You successfully connected it. I can assist with adding it back to the account for you, what would you like it to be named?\nCustomer: Did it connect. Never heard beep and never moved on. \nHuman Agent: Yes, it connected. What would you like it to be named?\nCustomer: Living room\nCustomer: Connection timed out\nCustomer: Not working \nCustomer: Solid blue\nHuman Agent: Okay, I added it. You should be able to close the app and reopen it to see it now. If you need to change the time (the default here was central as that is where we are located), you can go to devices, then tap on it, then tap where it has the name/ID, then choose time zone. \nCustomer: Okay both cameras working wonder why the war code did not work. I pointed the zimodo camera at the war on my phone\nHuman Agent: It looks like it worked for setting it up, it just did not bind to your account. That can sometimes happen when you remove the camera when setting it back up (as removal to set back up is not necessary). \nCustomer: I’m in central. Why did you change name from zimodo on the app to Smartz\nHuman Agent: We didn't, Zmodo and Smartz Eaze are two different apps. You may use either. \nCustomer: I clearly tried to just plug in camera before I tried the add device and never got to see the camera. \nHuman Agent: I can only see that you had it on your account previously and had removed it from the account, I cannot see when. \nHuman Agent: Your other camera on your account is also set to UTC currently so you will want to change it's time zone to central as well via the previous instructions when you get time. \nCustomer: I know when. My wife packed the camera up. I finally found today after buying 2 new cameras plus a Wyze camera that I thought was zimodo. I hooked the old camera up like always thinking it would work and it did not. That is when I tried to add the device. \nHuman Agent: Okay, well I'm glade we were able to assist with getting it added again. Is there anything else I can help you with for now?\nHuman Agent: *glad\n\nCustomer: Is there a common mistake when people hold the QAR code 8” from camera?  Did I do that right?  One last question can you verify the WiFi this is connected to?\nHuman Agent: I cannot check the current wifi network. If you have multiple routers and would like to check which it is on, you could temporarily unplug the one you suspect it is on to see if it goes back to flashing green or not as it would when it's ready for setup. \n\nGenerally you're meant to hold the code about 6-8 inches from the camera lens, but that can vary a bit depending on certain factors. I'd say the most common issues when attempting to do that specifically is holding the camera to the phone's camera instead, showing the code when the camera has it's night vision lights on, or having dark mode on with the phone which frequently can cause it to misread the code. \nCustomer: I am back. Still updating firmware taking 5 minutes. Doesn’t seem to be working but I don’t want to turn off as it will damage camera\nHuman Agent: Both of your cameras are fully updated. \nCustomer: I had updated the new camera this morning. Which app do you recommend-Zimodo or smartz\nHuman Agent: You may use whichever you prefer. \nCustomer: Okay. Everything working. Thanks. \nHuman Agent: No problem, have a good evening!"]
["Customer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you said is solid blue? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: ZMD19A4IH515945\nCustomer: The QR code will not work to add my device \nHuman Agent: This device seems to be offline. Are you sure the indicator light is solid blue?\nCustomer: Yes \nHuman Agent: Please unplug it and plug it back in. It should go to solid green, then blinking green, then blinking blue, then solid blue if it reconnects. Let me know whether it returns to solid blue. \nCustomer: Okay just one seconds \nHuman Agent: Okay, thank you. \nCustomer: It’s blue but flashing green \nHuman Agent: Do you mean it is swapping back and forth between blinking green and blue?\nCustomer: it did what u said when i plugged it back in \nCustomer: Yes\nHuman Agent: If it is swapping back and forth quickly, that would imply it is connected, but has no internet access. Do you possibly have an old router or extender connected that it could be connecting to?\nCustomer: Yes it has an extension cord plugged into it but it’s always had that since I bought it and I’ve never had an issue\nCustomer: It’s blue now \nCustomer: Solid blue\nHuman Agent: It's online now that it is solid blue. What would you like it to be named? I can add it onto your account now that it is online. \nCustomer: Front house \nCustomer: Thank you\nHuman Agent: It has been added. Please check the home page of your app. If you do not see it, pull down on the home page to refresh. It will have added with my time zone so if Central time for the US is not correct for you, you will need to adjust that in the device's settings. Please test and see if the live view works for you. \nCustomer: It is working thank you! \nHuman Agent: Wonderful, good to hear. \nHuman Agent: Is there anything else I can help you with for now?"]
["Customer: Troubleshooting\nCustomer: Contact\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera or one that was previously set up?"]
["Customer: Hi \nCustomer: How to connect my cameras to my new wifi?\nCustomer: Further assistance \nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. To reconnect the cameras to the network you would have to go through the setup with the cameras to reconnect them. \nHuman Agent: All the cameras tied to this account use a setup called QR code, one moment while I send you the directions for that setup. \nCustomer: How should I reconnect it?\nHuman Agent: QR code setup\n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nHuman Agent: Go through the QR setup with the cameras, if you have any trouble with the setup at all let me know and also take a screenshot of the QR code as well so I can review it if you do have difficulties."]
["Customer: Set up\nCustomer: Camera not scanning QR code\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: chat agent\nCustomer: 1\nCustomer: ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: my name is slyndair\nCustomer: i have zmodo camera \nCustomer: i dont have acces to email \nCustomer: i need to reset \nHuman Agent: Okay, I will need to look up the camera first to see how it is bound to the account. Can you send me the cameras Model and ID number? the ID wills tart with ZMD or GSG, not the FCCID.\nCustomer: ok\nCustomer: D/static_file/df47617bb4_1_20250211112122.jpg\nCustomer: hi\nHuman Agent: Yes I am here, the picture just came in, one moment while I look up the device.\nHuman Agent: This device is not tied to any account right now, you can freely set it up.\nHuman Agent: Do you knwo what setup this camera uses or would you like for me to send you the directions?\nCustomer: im try to  crer un \nCustomer: can you have acces to reset\nCustomer: ok\nHuman Agent: No, we are not able to remotely do the setup fro you or anythign like that, that ahs to be done at the location from your mobile device.\nCustomer: camera ready to reset\nHuman Agent: Also, its only possible to reset cameras when they are online, when cameras are offline they go into the setup mode typically have have flashing lights. Right now when you look at the cameras lights what color are they and are they flashing or solid?"]
["Customer: how to reset camera\nCustomer: there is no reset button on my camera\nCustomer: cant access camera on network\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Generally it isn't needed to reset a camera to set it back up. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: Changed modem\nCustomer: We changed our WiFi router and we need to get the devices online \nCustomer: How\nHuman Agent: Hi, thank you for contacting support. My name is Dillon.  The rest of the cameras on your account would use the QR setup method. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Como conecto mi z modo a la app\nCustomer: Es un zModo nvr\nCustomer: Mi z modo nvr se puede conectar a la app?\nCustomer: Está conectado con cable\nCustomer: Es un z modo ZP NC14 \nCustomer: Se puede conectar a la app ese modelo?\nCustomer: Es un z modo ZP NC14 se puede conectar a la app?\nCustomer: Es un z modo ZP NC14 como lo conecto a la app\nCustomer: -1\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Puedo hablar con una persona?\nCustomer: Agente\nCustomer: Hola?\nCustomer: Tengo un modo ZP NC14 me gustaría conectarlo con la app\nCustomer: Y luego?\nCustomer: ? Es un agente el que habla\nCustomer: Agente\nCustomer: Agente\nCustomer: Ai una persona ?\nCustomer: Agente\nCustomer: Agente agwnte\nHuman Agent: Generally you may add an NVR to your account by tapping the plus in the top right of the home page, going to legacy, then smart kit. It will then scan the network your phone is connected to for the NVR. If your NVR is on the same router, it should generally then find it to add if it is compatible with the app and there are no networking issues. \n\nWe are currently unavailable for live chat support, but you can reach out to us via email support@zmodo.com. Our new hours of availability are:\n\n- Monday to Friday: 9am to 12pm and 1pm to 6 pm CST\n* Excluding Holidays\n\nYou may also contact the chat outside of our hours again to speak to our AI chatbot Mira who can assist with some troubleshooting. I've also sent a callback scheduling form where you can click the button in the chat in order to schedule a callback for a future date if you'd prefer.\n\nThank you for understanding.\nHuman Agent: Generalmente, puede agregar un NVR a su cuenta tocando el signo más en la parte superior derecha de la página de inicio, yendo a heredado y luego a kit inteligente. Luego escaneará la red a la que está conectado su teléfono en busca del NVR. Si su NVR está en el mismo enrutador, generalmente debería encontrarlo para agregarlo si es compatible con la aplicación y no hay problemas de red. \n\nActualmente no estamos disponibles para soporte por chat en vivo, pero puede comunicarse con nosotros por correo electrónico support@zmodo.com. Nuestros nuevos horarios de disponibilidad son:\n\n- De lunes a viernes: de 9 a 12 horas y de 13 a 18 horas CST\n*Excluidos días festivos\n\nTambién puede comunicarse nuevamente con el chat fuera de nuestro horario para hablar con nuestro chatbot de IA Mira, quien puede ayudarlo a solucionar algunos problemas. También envié un formulario de programación de devolución de llamada donde puedes hacer clic en el botón en el chat para programar una devolución de llamada para una fecha futura si lo prefieres.\n\nGracias por entender.\nHuman Agent: Lamentablemente, las devoluciones de llamada solo están disponibles en inglés."]
["Customer: Live agent \nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: I got a new wifi and I can't seem to update my camera\nCustomer: Cameras*\nHuman Agent: You will need to do the initial setup with the new Wi-Fi information. The two cameras on your account will use the QR Code setup method to connect.\nHuman Agent: To set up the camera, open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: So do I delete my cameras\nHuman Agent: No, you do not need to delete the cameras from your account.\nCustomer: Okay. Thanks \nHuman Agent: You're welcome."]
["Customer: How do I get 2 new replacement cameras as I have 2 that will not connect \nHuman Agent: We have cameras for sale on our store page at zmodo.com and on Amazon.\nCustomer: The chat isn't that long\n\nCustomer: I have 2 cameras that i just opened the box of and they will not connect \nCustomer: I do not need to purchase i need replacement \n\nHuman Agent: Okay, so lets work on connecting the devices. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 19121ha13205\nAnd\n19121ha13588\nHuman Agent: Alright, which camera do you want to start with?\nCustomer: 13205\nCustomer: Hello\nHuman Agent: Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Green blinky\nHuman Agent: Blinking green means it is ready for setup. Lets try the QR Code setup to connect the camera to your Wi-Fi network. When you get the QR Code on your phone screen, hold the phone screen close to the Zmodo camera lens and slowly pull it back. Watch the light closely and let me know if it changes from the flashing green.\nCustomer: We have been doing this for a while. It's still not working.\nCustomer: I have four other cameras that connected these two will not\nHuman Agent: I understand. That is why I am asking you to hold the phone screen close to the camera and watch the light in the camera.\nCustomer: It didn't work one cameras stayed green blinks and the other hooked up to some other networks \nHuman Agent: Okay, lets stick with one camera at a time. And I'm not worried about what it did before. Lets go through the troubleshooting steps here so we can figure out what we need to do to get the camera connected.\nHuman Agent: Can you also send me a screenshot of the QR Code that you are showing to the Zmodo camera?\nCustomer: Your app does not support the camera or ayaachments\nCustomer: Can you call me\n\nHuman Agent: You can attach images to the chat. If you are having trouble, you can also send an email to support@zmodo.com\nHuman Agent: You can tap on Schedule Call if you would like to make a callback appointment.\nCustomer: I don't want to schedule for next week I want a call now\nHuman Agent: We do not have any callback appointments available for today, so we would not be able to call you now.\nCustomer: How do I get replacements. \nHuman Agent: You can fill out the warranty form here https://www.zmodo.com/rma/\nHuman Agent: But we have not done any troubleshooting, so if the cameras work, they will probably just send back the same cameras.\nCustomer: Your call back scheduling will not let me hit submit\nCustomer: Does anything work right\n\nHuman Agent: If you have any dashes or spaces in your phone number, then you will want to remove them."]
["Customer: Help\nCustomer: Customer support \nCustomer: Can’t scan QR code \nCustomer: -1\nCustomer: Can’t get on at all \nCustomer: Nothing is working \nCustomer: Representative \nCustomer: I didn’t put much in chat history because I’ve been talking to the bot on and off today.  I got a new Wi-Fi.  I am trying to connect via QR code and it won’t let me.  I tried the other way and it won’t let me either.  \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Will this work \nCustomer: D/static_file/9247d8e5fa_1_20241004171639.png\nHuman Agent: That is the QR Code that you would show the camera. I was asking for the Device ID from the camera. It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/1c6a64cad2_1_20241004171749.png\nCustomer: Will this work \nHuman Agent: What light do you see on the camera?\nCustomer: Flashing green \nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Ok \nCustomer: I see it \nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: Will\nYou standby? \nHuman Agent: Yes, you can do the setup and come back to the chat.\nCustomer: Thanks brb \nCustomer: D/static_file/e237ff624f_1_20241004172940.png\nHuman Agent: No, that step you do not enter ZMD_SAP. That is the step that you put in your Wi-Fi information.\nCustomer: Ok I didn’t see a pull down for my WiFi I will manually input \nCustomer: Appreciate your help. It worked.  Thanks. \nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the solid blue camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: It’s still not connecting\nCustomer: My camera is not connecting to the wifi network\nCustomer: -1\nCustomer: I tidied the ziv setup\nCustomer: The network setup is not working \nCustomer: I followed the setup instructions but the camera won’t connect to my network \nCustomer: -1\nCustomer: I tried the initial setup\nCustomer: That is not working\nCustomer: I tried the initial setup and camera is still not working \nCustomer: I tried all of this and not working\nCustomer: -1\nCustomer: Call customer support\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Was it the Zink setup you tried with it? If so, were you able to get past the page where it asks for the network name and password or did you get stuck there/somewhere earlier?\nCustomer: Hello\nCustomer: D/static_file/5d273f7d04_1_20241017161647.png\nCustomer: I tried the scan QR code which didn’t work then was told to use the Zink eh I also didn’t work \nCustomer: For some reason it’s not connecting to the network \nCustomer: Should my phone be connected to the camera in my wifi setting or the wifi itself…or what am I missing? \nHuman Agent: QR will not work for your Pivot. So that ATTHTdr8r7 is your 2.4Ghz wifi network?\nCustomer: Yes that’s correct \nCustomer: So what can you tell me Dillon?\nHuman Agent: Okay, please go to your wifi settings on your phone, forget that network (you can tap the i next to the network in your wifi settings to then choose to forget), then reconnect to it. You will have to enter your wifi password. If it does not have you enter your wifi password, it was not forgotten properly. Please let me know if you are able to reconnect there after doing that. \nCustomer: You want me to forget my home wifi? Or the Zmodo network?\nCustomer: Which one?\nCustomer: D/static_file/d1abbdaff6_1_20241017162120.jpeg\nHuman Agent: Forget the ATT network. \nCustomer: Ok I forgot both of the passwords and will re connect to my wifi \nHuman Agent: Okay, let me know if you are able to reconnect successfully after entering your wifi password."]
["Customer: Set up\nCustomer: Not scanning \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the solid blue camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Set up\nCustomer: I have a Fun luxury doorbell camera I am trying to connect.\nCustomer: Set up\nCustomer: Help\nCustomer: I cannot get my Funlux doorbell to set up\nCustomer: How do you factory reset the doorbell?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device to see what kind fo doorebll you have here, can you send me all the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid. \n\nCustomer: Zh-cjaed\nCustomer: Zk8-cjaef\nCustomer: Zk8-cjaed\nCustomer: Zmd11jg48200140\nHuman Agent: To reset that doorbell there should be a small pinhole on the bottom of the doorbell, while its on the bracket you would take a small pin or like a paperclip and push it in and  hold it for about 30 seconds or until you see the lights react, they will turn a solid green when its resetting. \nCustomer: Ok. Let me try\nHuman Agent: Its on the very bottom, not on the front at all, dont accidentally incert it into the pinhole on the front, as thats the speaker\nHuman Agent: Let me know if you have any trouble or any questions at all. \nCustomer: Its blinking green\nCustomer: But not connected\nHuman Agent: Flashing green means its in setup mode\nHuman Agent: Have you gone through the setup with the camera after doing the reset?\nHuman Agent: The setup this doorbell uses is the Zink setup\nCustomer: Yes.\nCustomer: I've tried to connect to the zmd and it'll say connected but no internet. \nCustomer: My wifi is 5g but I have the other Camaras connected fine.\nHuman Agent: Yes, there is no internet from the ZMD_SAP network, its a signal coming from the camera itself so there is no internet, its just a signal used to communicate with the camera to send it the Wi-Fi name/password info for the setup. \nCustomer: Ok so when I get to that point and connect to my internet it doesn't do anything. \nHuman Agent: If you have other cameras connected then that more then likely means your network is whats called a Duel network, the cameras wont connect to 5G only networks. \nHuman Agent: Can you take a screenshot of the step where your not moving forward in the setup and send that to me to review? \nCustomer: Its the part where it asks for wifi. It won't generate anything. \nHuman Agent: Asks for your Wi-Fi name and password, or the part where it asks you to connect to the ZMD_SAP network?\nCustomer: D/static_file/1d9b0f18f0_1_20250217115743.jpg\nHuman Agent: Okay, Try going to your phones settings and turn off cellular data/mobile data. After you do that restart the setup and see if the list generates options, if it does not, then tap the Manual option. Make sure you are within 5 feet of the doorbell line of sight. \nCustomer: Ok\nHuman Agent: Thanks. \nCustomer: It does not. What do I enter for manual?\nHuman Agent: You will enter the name of your wifi network (it is case sensitive so feel free to pop back into your wifi settings to double check it) and then the password for the wifi network. Please make sure your phone is staying connected to the ZMD_SAP network as well. \nCustomer: D/static_file/32d706b320_1_20250217120535.jpg\nHuman Agent: Was there something you had a question about there?\nCustomer: Every time I get to this point now I click Herzen which is our internet and it'll connect to it but disconnect to ZMD.\nCustomer: I can't get it past this point and the next page doesn't show any connections.\nHuman Agent: You would need to be connected to ZMD_SAP, then hit done. The next page would be where you would normally select your wifi network, but as you are not seeing it, that is where you would then hit the manual set up option and enter your own wifi network's information. \nHuman Agent: Alternatively, if you have already done the pinhole reset, we could try to reset one of your other cameras which use the QR code setup instead. We could move one of them near this doorbell, do the QR setup, and when they connect from it they should share their wifi information to other nearby cameras. We could try that as an alternative way to pull this one online by setting up one of those others near this one."]
["Customer: Agent\nCustomer: Agent \nHuman Agent: How can I assist you?\nCustomer: I have new Wi-Fi. I’m trying to get my cameras onto it. I have tried the QR code and not having any success.\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd 13fde2227236 is one\nHuman Agent: That camera looks like it is online. Do you still have your old Wi-Fi network?\nCustomer: We do \nCustomer: I’m canceling it as soon as I switch the cameras\nHuman Agent: Then you can reset the camera in the settings on the app and then setup the cameras with the QR Code setup to the new network. Or you can unplug the old router and then do the setup to connect the camera to the new network.\nCustomer: Yes\nCustomer: Hello\nCustomer: I’m still here. I’ve answered you. Where are you?\nHuman Agent: Yes, I did respond. I will send my last message again.\nHuman Agent: Then you can reset the camera in the settings on the app and then setup the cameras with the QR Code setup to the new network. Or you can unplug the old router and then do the setup to connect the camera to the new network.\nCustomer: Yeah, that message never came through.\nCustomer: OK. we tried to reset and nothing happened. We’re going to unplug it now and try.\nHuman Agent: What did you do to reset the camera? You will want to tap on Live for the camera. Then tap on the Gear icon in the top right corner. Tap on the three dots in the top right corner. Then tap on Reset Device. After you do that, then you will see the light on the camera change to solid green and then flashing green."]
["Customer: Set up\nCustomer: Can’t get my cameras to connect to my internet using app on my iPhone \nCustomer: Already did all this! Been trying for days to get this set up \nCustomer: Lights are flashing green when trying to connect\nCustomer: I have done this as well\nCustomer: What else can I do?\nThese cameras were linked to my sons account and he turned them off of his account and I still can’t get on\nCustomer: He has done that.\nCan you look at that\nCustomer: Is there anyone I can speak with\nCustomer: What time does everyone get there\nCustomer: I had someone the other day that looked up my cameras by the serial numbers and tell me what was going on.\nCustomer: No that is not correct \nCustomer: I just want to get these connected.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Mira is a Chat AI, if you ever want a live agent you would say Agent into the chat to be transfered to one of us if its during working hours. \nHuman Agent: I will need to look up the device, can you send me all the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid. \n\nCustomer: The last guy I communicated with got my cameras serial numbers and it showed they belonged to my son who gave them to me so I contacted him and he went in and deleted the devices off of his account but I still can’t connect to my internet using my iPhone \nCustomer: D/static_file/41847a8a7f_1_20250206095358.jpg\nCustomer: D/static_file/82a7d02800_1_20250206095409.jpg\nHuman Agent: Okay, let me look up both of these devices, one moment. \nHuman Agent: Both of those cameras use the Setup QWR code for the setup. Can you go through the QR code setup and take a screenshot of the QR code and send it into the chat for me to review. \nCustomer: You still there\nCustomer: You there\nHuman Agent: Yes I replied above\nHuman Agent: I said \" Both of those cameras use the Setup QR code for the setup. Can you go through the QR code setup and take a screenshot of the QR code and send it into the chat for me to review.\" \nCustomer: Where is the QT code located \nCustomer: Sorry QR\nHuman Agent: You would get the QR code from the setup, have you gone through the QR code setup with these cameras at all yet?\nHuman Agent: That is the setup they use for connecting them. \nCustomer: D/static_file/4bfe01e434_1_20250206100701.png\nCustomer: It will not let me do anything past this\nHuman Agent: yes, this is the last step of the QR code setup before the devices connect, Have you held this QR code Infront of the Zmodo camera, 8 inches away so the camera can read the code and try to connect? can you try that for me now and watch the green flashing lights to see if they change at all while you hold the code. \nCustomer: I think that got it!\nThanks for your help\nHuman Agent: Thank you as well, have a great day"]
["Customer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Still trying to connect my cameras to the new wifi but it isn't working\nHuman Agent: Okay, did you see my last message before the chat timed out I said \"perhaps its connecting to something else, Try unplugging the router, then watch the lights on the camera and see if they start flashing differently, not a rapid blue and green, if not reboot the camera then watch the lights again, if its still a rapid blue and green then something else may still be pushing out Wi-Fi info that the camera is trying to connect to in the home such as an0toher router or a Wi-Fi extender. \"\nCustomer: Yes and it still flashing slow blue and green\nCustomer: They switched the bandwidth to 2.4ghz I don't understand why it won't connect\nHuman Agent: Okay, can you while leaving the router unplugged, look at the Wi-Fi list on your phone and see if you still see your new Wi-Fi name, or the old Wi-Fi name at all? If you do that means something else is pushing out the Wi-Fi signal still and would need unplugged. If there is for sure nothing then one more time lets plug everything back in and go through the QR setup, but at the end take a screenshot of the QR code and send it to me in the chat here. \nCustomer: Ok\nHuman Agent: Okay\nCustomer: D/static_file/d0823394eb_1_20241203095703.jpg\nCustomer: Flashing green now\nCustomer: Still won't connect \nHuman Agent: Okay, It does look like one thing may be interfering with the code, the code itself is fine but the phone appears to be in \"dark mode\" are you able to turn that to light mode then once more go through the setup, when you get to the end  hold the code to the camera and when it flashes blue hold it steady until it only flashes green without any blue, let me know if it never flashes blue or if you have trouble finding where the dark mode is. \nCustomer: Slowly getting them connected \nHuman Agent: Okay"]
["Customer: Hola\nCustomer: Mira que tal\nCustomer: Reclame unas camaras hace más de un mes\nCustomer: Perdí la contraseña y el correo\nCustomer: Y tuve que crear correo y contraseña nueva\nCustomer: Perdí mi usuario de zmodo y quiero reclamar las camaras\nCustomer: Alguien que hable español \nCustomer: Agent\nHuman Agent: Hi my name is Wendy.\n\nProporcione la identificación del dispositivo en su cámara. Verifique la etiqueta en el dispositivo, que podría comenzar con ZMD o GSG.\nCustomer: D/static_file/7a668e23bb_1_20240919164053.jpg\nHuman Agent: ZMD16FVI7200210 no está vinculado a una cuenta. \n\n¿La luz indicadora de la cámara parpadea en verde?\nCustomer: Está estable en verde\nCustomer: Ya parpadea\nCustomer: Así mismo hay un sed de 4 camaras \nCustomer: Todas están libre \nHuman Agent: D/static_file/aab52cfbd8_1_20240919164727.png\nHuman Agent: ZMD16FVI7200210 ¿La luz azul fija ahora en la cámara?\n\nAsegúrese de que su teléfono esté conectado a wifi de 2,4 GHz (el mismo enrutador al que se conectarían las cámaras), luego en la aplicación Zmodo toque el signo + en la esquina superior derecha y luego toque cerca de la parte inferior de la pantalla donde dice \"toque aquí\". para agregarlo\".\nCustomer: Pero las otras cámaras están libre\nHuman Agent: No entiendo a qué te refieres con que las cámaras son gratuitas.\n\n¿Puedes explicarlo con más detalle?"]
["Customer: I have 12 cameras that are offline. \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I see 9 online cameras on your account and only 1 offline. Do you have 11 more cameras that are not on your account?\nCustomer: Yes, I actually have 12 more cameras that are not on my account\nHuman Agent: Are they on another account or not bound? What is the ID of the first camera you want to work on setting up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Set up\nCustomer: I can’t get the QR code to scan\nCustomer: I’ve tried all of this.. the camera is blinking green. I have two cameras already connected \nHuman Agent: Hello, you've reached customer care, my name is Kylie. is this a new camera or one you are trying to get reconnected?\nCustomer: Yes.. it will not scan the code\nHuman Agent: when you hold the code Infront of the camera how do the lights react?\nCustomer: They don’t.. right now the infra reds are on\nCustomer: They just went out\nHuman Agent: IOf the red lights are on when you show the QR code the camera is unbale to see the code properly\nCustomer: They aren’t on when I show the code\nHuman Agent: it basically makes the phone screen look completely white when the IR light comes on, can you try to do the setup with more light to keep those IR lights from coming on while going through the setup?\nCustomer: Ok.. let me try \nHuman Agent: Okay\nCustomer: Still no luck.. question… do I need to use the password for the other two cameras or the one for WiFi? \nCustomer: Yes, I’m here\nCustomer: Is there another way to connect it?\nHuman Agent: I can try to see if theres alternative setup options if you can provide this cameras Model number\nHuman Agent: we will be closing in 6 minutes. I can continue to assist you until 6 PM CT, then we can take this to email or I can send you a phone call scheduler if you prefer\n\nCustomer: Model: ZP-IBH15-W\nCustomer: I will contact you again tomorrow \nHuman Agent: For that model the camera may also be able to go through the Zink setup, have you tried to go through that setup option at all?\nCustomer: I do not know how to do that.. are there instructions somewhere?\nHuman Agent: Yes, you can follow the Zink directions via the chat bot.\nHuman Agent: If you request Zink setup help in the Chat bot help with that it can assist you firther"]
["Customer: Troubleshooting\nCustomer: How do I let my cameras see my new. Router details. \nCustomer: 1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily."]
["Customer: My devices are already blue but it will not connect \n\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Why won't the camera scan the QR code? \nCustomer: Are you a human or a program? \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Yeah, one second\nCustomer: SSI d18 l9ih50 765\nCustomer: No spaces\nCustomer: I think that read that wrong\nCustomer: Let me type it one more time\nCustomer: ZMD18L9IH503765\nCustomer: That's it\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: 10-4\nCustomer: Green\nCustomer: Now it's blinking green\nHuman Agent: Alright, lets try the QR Code setup again and we can see why it may not be connecting. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Okay one second I am getting some distractions\nHuman Agent: When you get the QR Code on your phone screen, try holding the phone close to the Zmodo camera lens and slowly pull it back. Watch the light closely in the camera lens while you are showing the QR Code to the camera and let me know if the light changes at any point.\nCustomer: Okay 1 minute\nCustomer: It changed to Blue blinking\nCustomer: My other two cameras actually set up properly when I scanned the QR code. I don't understand why this one's having so much trouble\nCustomer: LOL \nHuman Agent: That means the camera read the QR Code. Does the light change to a solid blue or a flashing green?\nCustomer: Flashing green\nHuman Agent: Can you send a screenshot of the QR Code that you are showing to the Zmodo camera?\nCustomer: Actually I can't. I tried that before with another person when I was having trouble with another camera\nHuman Agent: If you are having trouble sending it in the chat, then you can send it in an email to support@zmodo.com\nCustomer: I'm sorry about that\nCustomer: Let me try\nCustomer: I'm still able to chat about this\nHuman Agent: Have you sent an email with the screenshot of the QR Code?\nCustomer: I did\nHuman Agent: We have not received an email at this point. Can you doublecheck that it sent and the email address that you sent it to?\nCustomer: One second \nHuman Agent: Okay. \nCustomer: I just sent it again\nHuman Agent: Thank you, I got it that time. Is the network you're using 2.4Ghz? \nCustomer: I don't know\nHuman Agent: Okay, do you have only one network or more than one network from your router? \nCustomer: One \nCustomer: I have two other cameras set up though. I was trying to get my third one set up\nHuman Agent: Okay, please go to your wifi settings, forget your network there, then once it reappears, attempt to reconnect to it. It will ask you for your wifi password. If it does not, it was not properly forgotten. Please let me know if you're able to reconnect after reentering your password. \nCustomer: Hang on\nHuman Agent: Okay. \nCustomer: I give up\nHuman Agent: Were you unable to reconnect to your wifi network after forgetting it?\nCustomer: Yeah but I can't change the Ghz\nHuman Agent: If you only have the one network, it's likely 2.4 or both under the same name. As you have two others, you should be fine there. Here I was just having you forget your network and reconnect after it has you enter your password. So you were able to do that then? It required you enter your wifi password and then you were able to reconnect to the network on your phone after that? \nCustomer: Let me try that one more time just to make sure it will work. It did not work the last time\nHuman Agent: Okay, if you're unable to reconnect, that implies the password you entered was incorrect. \nCustomer: The password was correct.\nCustomer: I got other things I got to do. Let me try again later. I might have to talk with you again. Have a good day.\nHuman Agent: Okay, you too. \n\nCustomer: You're awesome by the way. And thank you again for your assistance."]
["Customer: Set up\nCustomer: Cameras will not connect \nCustomer: I did all that and still will not work\nCustomer: Troubleshooting\nCustomer: I still can can't get them to connect \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you trying to setup a brand new camera or one that was used previously?\nCustomer: The camera's are blinking green than blinking blue and than goes to solid blue, than it starts all over again, I switched to 2.4G rebooted wifi unplugged and plugged back them back in..... camera's are the ones I've been using\nHuman Agent: Are you positive that the cameras are turning a solid blue?\nHuman Agent: If so, after it turns the solid blue does it ever turn to a solid green light then turn to a flashing green or only from solid blue to a flashing green? \nCustomer: Yes, than they it change to blinking green,  than blinking blue than solid blue, than back to blinking green, etc \nCustomer: It goes from solid blue, to flashing green to flashing blue, to solid blue \nHuman Agent: Okay, this means its connecting then disconnecting from the network then reconnecting. The info it has for the network is correct as it would not turn solid blue if it were just trying and failing so that's a good sign.\nHuman Agent: How far is the camera from the router would you say?\nCustomer: Camera 2 is by the router\nHuman Agent: OKay, with this info what thos means is the camera is connecting to the router, then the rotuer is kicking the camera off the rotuer, then the camera tried to conenct then the process repeats itself. Are you able to try checking the firewall on the rotuer and stop it from blocking this device?\nCustomer: How do I do that\nHuman Agent: That is information that would be based on the rotuer you have. We do not do support for router settings navigation for finding the firewall. If you have a private router (you bought it yourself not from your internet provider) then you can try checking the routers manual or look up the mdoel online. If its your internet service provider who you received the router from you can contact them so they can assist you in checking those router settings and adjusting the firewall."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Wifi\nCustomer: Connect to internet \nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Restart\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and scan the QR code below if prompted. \n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Send signal\nHuman Agent: D/static_file/9a3a785cd5_1_20250212173346.png\nHuman Agent: I'm unsure what you mean by send signal. Did you see my messages?\nCustomer: Cameras not working \nHuman Agent: Are they not powering on at all or are you just meaning you're having other troubles with the setup? \nCustomer: D/static_file/e5236c047c_1_20250212174621.png\nCustomer: Blinking blue\nCustomer: Doesn’t want to connect \nHuman Agent: It looks like you're using your 5Ghz network. You'll need to swap your phone over to the 2.4Ghz network before going through the setup. \nCustomer: Let me try that\nHuman Agent: Okay. \nCustomer: D/static_file/2e3ae055fc_1_20250212174915.png\nCustomer: Okay I swapped it now what?\nHuman Agent: You would need go to back through the QR setup while on the 2.4Ghz network. I see it says weak security there though. It would need to use WPA or WPA2 encryption so if that is not the case, the encryption would need to be changed. You may try it as it is though to see if it is able to connect with whatever the current encryption type is. If it still does not connect, please send the new QR code. \nHuman Agent: We will be closing in 10 minutes at 6pm CT. I would be happy to continue to assist you until then, but the chat will close at that time. If you would like a callback, you may schedule one via the button below. If you would prefer an email follow up instead, please let me know and provide an email you would like me to reach out on tomorrow."]
["Customer: I change the internet company of my house, now the wifi network is different, how do i connect the cameras to the new wifi?\nCustomer: I have it connected to the conner on top of house. Do i have to take them down?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: They are to high installed. And how do i connect it to the new internet network without take them out\nHuman Agent: For the cameras Front house 2, Laundry, Daniela's room, and Dogs cage you can use Zink instead, but all of the others may only be set up using the QR setup. When doing the Zink setup you can choose more than 1 device though which may be able to pull some of the others online as well, but you will more than likely need to do most using QR. For best chances of pulling others, you'll want to restart them all first. \n\nIn order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily."]
["Human Agent: How do I reset my cameras? I have a new router\nHuman Agent: I can’t remember how to install \nHuman Agent: Smartz outdoor cameras\nHuman Agent: I have them installed but I have a new router and not familiar on how to connect them to the new wifi\nHuman Agent: Hello, my name is Grant. You would just need to do the initial QR Code setup with the new Wi-Fi information. Open the app and tap on Devices. Tap on Add Device. Follow the instructions in the app and it will ask for your Wi-Fi password. Then you will get a QR Code on the phone screen that you will show to the Zmodo camera."]
["Customer: i just received 4 new cameras and i am using the QR code but i can not get them to connect restarted all and phone app looks up to date and password is correct\nCustomer: there is no buttons on the camera's only thing i ever done to the old ones i hae is scan the code\nCustomer: there is no way to turn off night vision when I can't load them\nCustomer: I have to be able to get the cameras on the app before i am able to do anything with them\nCustomer: I have an account i already have 5 cameras from you all but am about to send these back because they will not load with qr code unless there is a way for me to override that QR code\nCustomer: i feel like i am just talking to a recording\nCustomer: agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the devices to see if they use other setup options at all, I will need the Model and ID number which will be on the cameras sticker, the ID will start with ZMD\nCustomer: zmd19g4ih40617\nHuman Agent: And the model as well\nCustomer: zmd194gih401923\nCustomer: zmd19g4ih400206\nCustomer: zmd 19g4ih400610\nHuman Agent: I cant seem to find any of these in the system, perhaps there is a typo with the ID, can you perhaps send a picture of the cameras ID number and models instead? \nCustomer: all are ZP-Ibh27-w\nHuman Agent: It looks like the cameras based on just the model alone may take another setup called Zink or the QR setup. \nCustomer: it say ap_zmd was not connected when trying to use the zink\nHuman Agent: Lets have you check the wifi list and try conencting to the ZMD_SAP netwrok from there first then go through the setup.\nCustomer: it says connected without internet not secured\nHuman Agent: Yes, there is no internet on this signal, its just a signal coming form the camera to communicate with it so its fine that there is no internet, once connected you would then go through the Zink setup\nCustomer: D/static_file/45c8443c39_1_20241217112054.jpg\nCustomer: D/static_file/98a2b59933_1_20241217112057.jpg\nCustomer: that is what i get when i try to do it and won't let me go any further\nCustomer: was you able to get the screenshots\nHuman Agent: Yes, there is no internet on this signal, its just a signal coming form the camera to communicate with it so its fine that there is no internet, once connected you would then go through the Zink setup\nCustomer: well i take it as it isn't connecting because it keeps telling me same thing at bottom of screen\nHuman Agent: It is connected fine, it says connected without internet which is normal. Now you would go back to the app and do the Zink setup. \nHuman Agent: I will send you the Zink setup directions to help.\nHuman Agent: 1.Check Network Compatibility:\n\nEnsure that the W-iFi network you want to connect the camera/s to, is operating on the 2.4GHz frequency.\n\n\n\n2.Access Zink Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the Zink option.\n\n\n\n3.Initiate Installation:\n\nEnter the number of devices you are trying to set up, tap on the check mark or next.\n\n\n\n4.Connecting to the ZMD_SAP\n\nTap on \"Tap Here to begin set up\" follow the onscreen instructions. The phone may warn you this network has no internet.\n\n\n\n5.Wi-Fi Password Entry:\n\nThe app will prompt you to select or enter your Wi-Fi name (SSID) and enter the Wi-Fi password. Remember the Wi-Fi and password are case sensitive.\n\n\n\n6.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nCustomer: D/static_file/e3954380ff_1_20241217112919.jpg\nHuman Agent: Looks liek youa re not going through the Zinks etup, Zink setup would say ZMD_SAP not AP_ZMD, try again\nCustomer: no i am clicking on zink which is right below QR code\nHuman Agent: Can your send me screenshot of where it shows the options?\nCustomer: D/static_file/4eaeac6f7a_1_20241217113408.jpg\nCustomer: D/static_file/c2d98108d3_1_20241217113411.jpg\nCustomer: D/static_file/f8e32071b6_1_20241217113409.jpg\nCustomer: D/static_file/49ae7239b0_1_20241217113413.jpg\nCustomer: D/static_file/3cf96b6bd7_1_20241217113415.jpg\nCustomer: just sent them all to you\nHuman Agent: Now youa re in the correct setup, connect to the ZMD_SAP network, right now you are currently connected to your network not the ZMD_SAP\nCustomer: D/static_file/8c2ee2d582_1_20241217113620.jpg\nCustomer: it didn't change anything\nHuman Agent: Do you have your phones location on right now? when the location is off or the permissions for location are not allowed the app cant tell what network you are connected to. \nCustomer: it is off will turn it one\nCustomer: on\nHuman Agent: Yes you will want to turn it on then try the setup again to see if it lets you move forward \nCustomer: i got it now that i turned location on\nCustomer: i am so sorry never thought i would have to have it on\nHuman Agent: Thats great, its no problem. Is there anything else I can assist you with today?\nCustomer: no thanks again\nHuman Agent: Okay, have a wonderful day, take care."]
["Customer: Only 1 camera is working after the qr code. How do I get all of them working? Is it the same code?\nCustomer: They aren’t connecting \nCustomer: It is all functioning correctly \nCustomer: The lights are blinking green on the cameras but are not scanning the qr code. Please hel\nCustomer: One of my cameras is working but now it’s saying the 5.4 Wi-Fi isn’t supported by my devices??\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: I don’t have 2.4 internet\nCustomer: I have 5.4\nHuman Agent: 5Ghz networks are not supported no, but it saying that does not in itself mean you're using a 5Ghz network as it's just a warning. You'll need to be sure to use the 2.4Ghz network (or if both have the same name and password, that's fine as well) as you did with the Play Room camera. \nHuman Agent: Unless the Play Room camera is at another location, you do have a 2.4Ghz network as you've set it up. \nCustomer: It’s the same Wi-Fi network. I didn’t change that\nCustomer: It’s in the same house\nHuman Agent: All modern routers should have the ability to broadcast both typically. As long as that is the same location, you have a 2.4Ghz network since that one is online. You'll just need to make sure you're using the same network for the setup of your others. If you have only one network, that is likely fine to use. If you have two networks, one may be labeled as 5G at which point you'd just want to make sure to use the one that does not say that. \nCustomer: I only have one network. I’ll try again\nHuman Agent: Okay. \nCustomer: It says it’s blue but not connected \nHuman Agent: The camera has a solid blue light? What is the ID on the camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: It was blinking blue. Zk8bf523nm\nHuman Agent: That is not the ID. If it was only blinking blue, that means it had attempting to connect, but if it did not go solid blue, it was not successful. Were you able to get the screenshot of the QR code I mentioned?\nCustomer: D/static_file/a346141078_1_20241118122110.jpeg\nCustomer: I got the front door one working \nHuman Agent: Okay, you'll now want to repeat the process with the remaining devices. \nHuman Agent: It may also be beneficial to restart them beforehand as well by unplugging them and then plugging them back in. \nCustomer: Ok thank you. I’ll try that\nHuman Agent: No problem, let me know if you have any further troubles there. \nCustomer: On of the cameras was blinking green then just stopped all together \nHuman Agent: Is it the House camera? It's now online so it likely has a solid blue light which may be harder to see. \nCustomer: Oh yes sorry. 2 more to go ha\nHuman Agent: No problem, glad you were able to get it connected. The blue can definitely be hard to see at times, especially in sunlight. \nCustomer: Yea. A bit\nHuman Agent: Having any trouble with the last two?\nHuman Agent: Oh, actually, I see Kitchen just went online. \nHuman Agent: So one more to go!\nCustomer: One more!\nHuman Agent: Almost all done there. Let me know if you have any trouble with the last one. \nCustomer: The garage one is just blinking blue but not scanning \nHuman Agent: Did you already try restarting it?\nCustomer: Whoops. Forgot about that part\nHuman Agent: Okay, please restart it and once it is back to flashing, try the QR setup again. \nCustomer: I think it’s on\nHuman Agent: Yep, looks like it is online. Anything else I can help you with for now?\nCustomer: I don’t think so. \nThank you so very much! I appreciate you’re help!\nHuman Agent: No problem, have a great day and feel free to reach out if you would ever need any other help in the future."]
["Customer: There is nothing to scan how do I contact someone to set up the cameras \nCustomer: I have please provide me the nimber\nCustomer: The phone number for customer service\nCustomer: Agent\nCustomer: Ate you Ai or real person\nCustomer: Hello\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I'm a real person. When you said there is nothing to scan, are you meaning during a set up? If so, what is the ID of the device you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nHuman Agent: Regarding a call, if you'd like to schedule a call for a future time, you may do so via the button below. \nCustomer: Zmd13flda204941 is one of 4\nHuman Agent: Thanks. This ID is not showing up in our system. Has it been set up ever in the past?\nCustomer: No it has been on the shelf in the box for some time. Dad gave up \nCustomer: Model zp ibh15-w\nHuman Agent: Okay, have any of the 4 ever been set up?\nCustomer: No\nCustomer: I have 5 gh in the house with 2 routers. Verizon says the second is 2 gh\nHuman Agent: Okay, you would have to use the 2.4Ghz network for set up. Is the camera currently flashing green? If so, please go to your wifi settings and let me know if you see a network there named ZMD_SAP. \nCustomer: Red when I walk in front of it\nCustomer: Green when I plugged in\nCustomer: Yes network on my phone\nHuman Agent: The red is the night vision while the green is likely the indicator light.  It should be either green or blue and either blinking or solid. If ZMD_SAP is present, it should be blinking green. If you are seeing that network, you would set it up via the instructions below. \n\n\nHuman Agent: In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\nCustomer: OK not something I can do now. Can you email me this at liamdbrady@yahoo.com please\nCustomer: Tks\nHuman Agent: Sure, one moment. \nCustomer: Can I schedule a call for Monday to see it this works\nHuman Agent: Sure, you may schedule it via the button I sent. I've also just sent the email with the instructions along with some additional troubleshooting if you have trouble. \nCustomer: Tks\nCustomer: Bye\nCustomer: Merry xmass\nHuman Agent: You too!"]
["Customer: Set up\nCustomer: I've tried every way to set up my 2 cameras there new I have an existing set up \nCustomer: Green\nCustomer: I can't get them to connect to my existing \nCustomer: I can not hook up my cameras \nCustomer: I've done it all\nCustomer: I have cameras already but I can't get these 2 to hook up\nCustomer: I bought 2 new cameras\nCustomer: I've got them plugged next to my internet router\nCustomer: There sitting on top\nCustomer: There sitting on top of my router\nCustomer: Can't get any closer\nCustomer: I need a phone number\nCustomer: Agent\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: There is 3 cameras\nCustomer: ZMS161317516585\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Green\nHuman Agent: Is it solid green or flashing green?\nCustomer: Flashing\nHuman Agent: Then lets try the QR Code setup. When you have the QR Code on your phone screen, hold the screen close to the Zmodo camera lens and pull it back. Watch the light in the camera and let me know if it changes from the flashing blue.\nHuman Agent: Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I've done that my phone won't scan it\nHuman Agent: As I mentioned, lets try it again. When you have the QR Code on your phone screen, hold the screen close to the Zmodo camera lens and pull it back. Watch the light in the camera and let me know if it changes to a flashing blue. Or if it changes at all from the flashing green."]
["Customer: I need help in connecting 2 of my 4 cameras. One camera solid green. The other faint blue. I cannot find the zmp network \nCustomer: Tried all that\nHuman Agent: Hi my name is Wendy.  Shop camera ZMD13GNDA263854 shows offline.  Are you needing help with this one?\nCustomer: I had 2 cameras stop working. The app said i needed updated firmware. The firmware failed several times. Troubleshooting recommended removing the camera and starting over. This is where I am now. Two good cameras. Two won't work. One is solid green. Other faint blue. Tried using pink method of connecting, but now I can't find the zmp network! Rebooted router with no results \nCustomer: Correct\nHuman Agent: What are the device IDs on the cameras?\nHuman Agent: The IDs will be listed on stickers on each device and will start with ZMD\nCustomer: 13gnda263854. Is one.\n\n13gnda266357 is the other\nHuman Agent: ZMD13GNDA263854  what color is the indicator light? and is the light blinking or solid?\nHuman Agent: ZMD13GNDA266357 solid blue?  Are you wanting this one connected to mikuskyr@sbcglobal.net?\nCustomer: Correct\nCustomer: 54 is solid green. Also keeps clicking\nHuman Agent: ZMD13GNDA266357 has been bound to your account.  If you refresh the screen or log out and back in again you will see it on your account.\n\nFor ZMD13GNDA263854 solid green can indicate a power issue.  Is the camera connected to an extension cord, power strip, or surge protector?\nCustomer: No.  Household outlet\nHuman Agent: Could you please unplug it?  plug it into a different wall outlet? or try using a different working power adapter?  See if that will get the camera to power on and show either blinking green or solid blue indicator light?\nCustomer: Ok.   Connected 54 to another outlet. Still no .   Wait!  It changed to blue!\nHuman Agent: Yes ZMD13GNDA263854 shows online now\nCustomer: So if i log out then back in it will show all 4?\nHuman Agent:  If you need to purchase a replacement adapter, they are available on Zmodo.com\n\nhttps://www.zmodo.com/5v-1a.html\n\nUse promo code gift50 at checkout to get 50% off your Zmodo.com order -code valid until Dec 1, 2024\nHuman Agent: Yes it will show all 4 cameras\nHuman Agent: ZMD13GNDA266357 shows offline though -did you use the power adapter from this camera to power ZMD13GNDA263854?\nCustomer: Thanks for all your help!\nHuman Agent: You're welcome"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: I can’t get my cameras to update\nCustomer: I can’t get my cameras to update\nCustomer: I need assistance the update fails\nCustomer: I need assistance the update fails\nCustomer: How do I hook up to a new Wi-Fi?\nCustomer: How do I hook up to a new Wi-Fi?\nCustomer: Where do I connect the Wi-Fi on Zmodo?\nCustomer: Where do I connect the Wi-Fi on Zmodo?\nCustomer: Where does Zmodo show my Wi-Fi connection?\nCustomer: Where does Zmodo show my Wi-Fi connection?\nCustomer: How do I connect Zmodo to Wi-Fi?\nCustomer: How do I connect Zmodo to Wi-Fi?\nCustomer: I don’t have a Zmodo account. It was always free when I first purchased it.\nCustomer: I don’t have a Zmodo account. It was always free when I first purchased it.\nCustomer: I changed the Wi-Fi and can’t get cameras to work\nCustomer: I changed the Wi-Fi and can’t get cameras to work\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nHuman Agent: Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nHuman Agent: Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD13JBE2000786\nCustomer: ZMD13JBE2000786\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: Blinking green\nCustomer: Blinking green\nCustomer: What does the blinking green light mean?\nCustomer: What does the blinking green light mean?\nHuman Agent: If the indicator light is blinking green, the camera needs to be set up again.\n\nHuman Agent: If the indicator light is blinking green, the camera needs to be set up again.\n\nCustomer: How do I do that?\nCustomer: How do I do that?\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code.\n\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code."]
["Customer: Set up\nCustomer: I'm not sure what version I have. I know it's an older version\nCustomer: I can't even add the devices to the app\nCustomer: I'm not sure how to restart the device \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie, When you look at the lights on the camera what color are they and are they flashing or solid?"]
["Customer: agent please\nCustomer: Troubleshooting\nCustomer: zmodo nvr and mini pro \nCustomer: nvr doesn't show feed\nHuman Agent: Hi my name is Wendy.  Please let me know what questions you have about a zmodo nvr & mini pro camera\nCustomer: hi\nCustomer: i purchased zmodo mini pro camera\nHuman Agent: What is the device ID on the mini pro camera? \nCustomer: and i am trying to see its feed at my zmodo nvr\nHuman Agent: The ID will be listed on a sticker on the camera. starts with ZMD\nCustomer: hold on let me check\nHuman Agent: If it is a 1080p Mini pro it may not be compatible with your Zmodo NVR but I should be able to check with the device ID\nCustomer: mini pro ID ZMD19H3I8D07851\nHuman Agent: ZMD19H3I8D07851 is not compatible with NVRs.  This type of camera works with just the app\nCustomer: ohh ok\nCustomer: i didn't know that\nHuman Agent: Yeah the wifi cameras currently available on Zmodo.com just work with the app, they are not compatible with NVRs\nCustomer: i am willing to purchase outdoor wifi cameras from zmodo..are they compatible?\nHuman Agent:  the wifi cameras currently available on Zmodo.com just work with the app, they are not compatible with NVRs\nHuman Agent: What is the NVR that you have? What is the ID on it?\nCustomer: hold on\nHuman Agent: ok\nCustomer: it is ZP-NL18\nHuman Agent: The ID will start with either ZMD or 1. It will be listed on a sticker on the bottom of the unit\nCustomer: ZMD14ABA1249208\nHuman Agent: ZMD14ABA1249208 needs a firmware update but it would be compatible with 1080p SHO wifi cameras, you an purchase them on Amazon.  Just a moment I will find a link for you\nHuman Agent: https://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7/ref=b2b_gw_d_cue_lf_d_sccl_1/141-1693119-0779641?pd_rd_w=hiHQj&content-id=amzn1.sym.385d5c79-7be9-4802-802e-5e837b2be04a&pf_rd_p=385d5c79-7be9-4802-802e-5e837b2be04a&pf_rd_r=N64DAJNQYPPCC2QB82FA&pd_rd_wg=2u5mq&pd_rd_r=012068d5-aaf8-48b5-b601-5e750e785562&pd_rd_i=B0978WDJK7&psc=1\nCustomer: thank you.. so I need buy SHO cameras?\nCustomer: how can i update firmware?\nHuman Agent: If you want to purchase cameras that would be compatible with your NVR, the SHO wifi cameras would be compatible.\nHuman Agent: To update the firmware on the NVR on the app tap on the live button of the NVR, tap on the gear shaped icon in the upper right, tap on the 3 dots in the upper right, device firmware can be updated here\nCustomer: NVR is connected to my screen, now what should i do?\nHuman Agent: what do you mean?\n\nHuman Agent: Can you login to your NVR account on the app?\nCustomer: i am viewing the nvr screen at my monitor\nHuman Agent: Right.  Can you login to your NVR account on the Zmodo phone app?\nCustomer: don't know how to connect nvr to my app?\nHuman Agent: Right now the NVR is offline, did you unplug the network cable?\nHuman Agent: nevermind it shows online again.  \nHuman Agent: Login to the app with your phone number ending in x726\nCustomer: it is online\nHuman Agent: That is the account the NVR is connected to\nHuman Agent: Yes\nHuman Agent: Login to the app with your phone number ending in x726\nCustomer: i purchased it used \nCustomer: i format it\nHuman Agent: Could you please attach a copy of your receipt for the NVR?\nHuman Agent: I should be able to unbind it with your receipt\nCustomer: i purchased it from ebay.. it is used item\nHuman Agent: yes. can you attach your ebay receipt?\nCustomer: hold on\nCustomer: D/static_file/660dcd4368_1_20250304153202.jpg\nCustomer: is that ok\nHuman Agent: thanks one moment\nCustomer: i have zmodo account under my email ID\nCustomer: ceki.ille@gmail.com\nHuman Agent: What is your account email?\nHuman Agent: okay this is the account you would want the NVR connected to?\nCustomer: yes please\nHuman Agent: ok one moment\nCustomer: ok\nHuman Agent: log out of the app then login again to your ceki.ille@gmail.com account.  You will see the NVR On  your account now\nCustomer: yes i see it now\nHuman Agent: To update the firmware on the NVR on the app tap on the live button of the NVR, tap on the gear shaped icon in the upper right, tap on the 3 dots in the upper right, device firmware can be updated here\nHuman Agent: NVR needs to have a good strong connection to the router.  \nHuman Agent: Make sure both ends of the ethernet cable are tightly connected\nCustomer: it actually asked me to update its firmware\nHuman Agent: Okay good. \nCustomer: yes they are connected good\nHuman Agent: okay great\nCustomer: it is showing downloading\nHuman Agent: ok\nCustomer: updates can not made through the its screen using the mouse? I need app for it?\nHuman Agent: You should be able to update the firmware directly on the app.   Let me know if you have trouble getting it updated.\nCustomer: it is downloading still... in the meantime nvr restared\nHuman Agent: Okay it may be rebooting during the firmware update process\nCustomer: yes now the firmware says updated to V43.14.2.02\nHuman Agent: Perfect\nHuman Agent: Yeah the cameras that are available for this type of NVR are the SHO cameras I linked to earlier.\nCustomer: how about these ones?\nHuman Agent: which ones?\nCustomer: https://www.zmodo.com/1080p-outdoor-wifi-camera-4pack-refurbished\nHuman Agent: No\nHuman Agent: all the cameras on Zmodo.com are only compatible with the app they are not comaptible with NVRs\nCustomer: https://www.zmodo.com/1080p-wireless-security-camera-black-4pack\nCustomer: ohh ok ok\nHuman Agent: None of the cameras on Zmodo.com would be compatible with NVRs\nCustomer: understand\nCustomer: for some reason at my app mini pro got disappeared ?\nHuman Agent: The wifi cameras on Zmodo.com use codec h.265  The Zmodo NVRs are compatible with codec h.264 cameras\nCustomer: makes sense now\nHuman Agent: ZMD19H3I8D07851 CH1 shows connected to your gmail account\nHuman Agent: You could log out and back in again to see if you can view the mini pro camera\nCustomer: yes now i see it after login again to the app\nHuman Agent: okay good\nCustomer: sho are also zmodo ?\nCustomer: manufactured cameras?\nHuman Agent: SHO is a partner brand that is compatible with Zmodo NVRs like the one you have.\nCustomer: whats the best 1080p camera they have compatible to my NVR\nHuman Agent: The SHO brand camera is the camera right now that you can purchase that would be compatible with your NVR\nHuman Agent: It is 1080p \nCustomer: send me again the link please\nHuman Agent: https://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7/ref=b2b_gw_d_cue_lf_d_sccl_1/141-1693119-0779641?pd_rd_w=hiHQj&content-id=amzn1.sym.385d5c79-7be9-4802-802e-5e837b2be04a&pf_rd_p=385d5c79-7be9-4802-802e-5e837b2be04a&pf_rd_r=N64DAJNQYPPCC2QB82FA&pd_rd_wg=2u5mq&pd_rd_r=012068d5-aaf8-48b5-b601-5e750e785562&pd_rd_i=B0978WDJK7&psc=1\nCustomer: i will look for its white ones\nHuman Agent: I don't think SHO has white 1080p bullet cameras\nCustomer: hmm ok\nCustomer: how's this NVR ? ZP-NM28\nHuman Agent: ZP-NM28 is a 8 channel NVR\nHuman Agent: Do you have a ZP-NM28? What is the ID on it?\nCustomer: no mine is ZP-NL18\nHuman Agent: ok\nCustomer: you just added to my account email ID\nCustomer: which NVR is a better one? \nHuman Agent: Right.  What questions do you have about zp-nm28?\nCustomer: which NVR is better, they are both 8 channel\nHuman Agent: They are both 8 channel.\nCustomer: yes and?\nHuman Agent: Neither would be compatible with the h.265 cameras.  They are both only compatible with the h.264 cameras\nCustomer: i see\nHuman Agent: Both NVRs can connect 8 Zmodo cameras.  There isn't really a whole lot of difference between them\nCustomer: ok\nCustomer: there is something weird at the app my NVR is showing the camera feed\nCustomer: but not to my screen...why is that?\nHuman Agent: Sorry I don't know what you are asking.  what is weird?\nCustomer: at my hdmi connected screen it is black, not thing is showing. \nHuman Agent: The Mini pro camera is not compatible with your NVR\nHuman Agent: you would see a black screen if you are trying to view the mini pro\nCustomer: but at my app when i click NVR and click Live it showing the mini pro feed\nHuman Agent: Yes you would be able to see your NVR & the mini pro on the app. \nCustomer: I am selecting NVR and click Live it is showing mini pro under channel 1\nHuman Agent: You have the NVR & mini pro camera setup to the same router?  The NVR may have picked up the camera but you wouldnt be able to view the camera on the NVR.\nHuman Agent: You would only be able to view the camera on the app\nCustomer: i see\nCustomer: yes they are connected to the same router\nHuman Agent: ok\nCustomer: it is showing black screen at the hdmi connected screen \nHuman Agent: right\nCustomer: at the app it is showing it\nHuman Agent: Yep\nCustomer: may i ask why is that?\nHuman Agent: the camera is not compatible to be viewed from a NVR\nHuman Agent: It can only be viewed on the app\nCustomer: if there is compatible issue it shouldn't show at the app under NVR?\nHuman Agent: Most likely the NVR picked up the camera so it shows under the NVR on the app but you still would not be able to view the camera directly from the NVR\nCustomer: yess\nCustomer: anyways I will purchase some cameras from SHP\nCustomer: SHO\nHuman Agent: okay\nCustomer: the link you provided\nHuman Agent: okay great!\nCustomer: thanks a lot\nHuman Agent: you're welcome!\nCustomer: you were very helpful\nHuman Agent: Glad I could help!\nCustomer: sure\nCustomer: all the best\nHuman Agent: Thanks! you too"]
["Customer: Set up\nCustomer: I recently changed routers in my house.  How do I redirect camera to get on new network\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Cameras won't connect to network. \nCustomer: -1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\n\nWe will be closing in 9 minutes at 6pm CT. I would be happy to continue to assist you until then, but the chat will close at that time. If you would like a callback, you may schedule one via the button below. If you would prefer an email follow up instead, please let me know and provide an email you would like me to reach out on tomorrow. \nCustomer: Thank you\nHuman Agent: No problem!"]
["Customer: Hello how do I get my cameras back on line? I had to get a new motom for my Comcast cable and Internet. \nHuman Agent: Hello, my name is Grant. To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Live person \nCustomer: I need help setting Up my camera, we had recently got new Wi-Fi and it’s kind of hard to do it\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/f8f12610fe_1_20241028141043.jpg\nCustomer: ZMD17BQ/7202841\nCustomer: ZMD17BQI7202841\nHuman Agent: It looks like that camera is already online. Do you still have the old Wi-Fi network? Or did you get rid of the old router?\nCustomer: Got rid of old WiFi \nHuman Agent: Then if you do not have the old Wi-Fi network or any Wi-Fi extenders, then the camera is connected to the new network and you will want to add it to your account with a LAN Search in the app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: ?\nHuman Agent: Did you receive my messages about the LAN Search in the app?\nCustomer: No\nHuman Agent: Then if you do not have the old Wi-Fi network or any Wi-Fi extenders, then the camera is connected to the new network and you will want to add it to your account with a LAN Search in the app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: I did that, but it’s not connecting\nHuman Agent: Lets try it again and let me know what it says on the app when you try that.\nCustomer: OkY\nCustomer: D/static_file/96da7038a8_1_20241028142856.png\nCustomer: Yes, when I did that it says nothing\nHuman Agent: Alright, I just synced and restarted the camera. You should see the light change to a solid green.\nHuman Agent: Then the camera will reboot and reconnect. When it changes back to a solid blue, you can try the LAN Search again. You may want to tap on Search Again a few times as it can take a couple of minutes to find the camera after it reconnects.\nCustomer: I got it now thank you so much\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Representative \nHuman Agent: How can I assist you?\nCustomer: I need help resetting both of my cameras. They seem to be off. \nCustomer: ???\nHuman Agent: I see two cameras online on your account. Can you go to the Home screen of the app and tap on Live and tell me what you see?\nCustomer: If I get out of this chat will I be able to come back to it? \nCustomer: Also, both of my cameras work. They’re just off a little. \nHuman Agent: Yes, you can come back to this chat. Could you give me more information about what trouble you are having with the cameras?\nCustomer: The one labeled garage doesn’t pick up everything that’s passes in front of it anymore….it used to. \nCustomer: The one labeled garage floor, the color is off. \nCustomer: Or maybe not the color but the picture is definitely off a little\nHuman Agent: There are some things that impact motion alerts. There's a 'cool down' period between motion alerts, so not every event prompts a notification so if there was a recent event, it may not make a new event or notification for a motion.\nHuman Agent: Can you explain what you mean by the color is off or the picture is off? Or can you send a screenshot of it?\nCustomer: I’m aware of that…..I’ve had these cameras for a very long time. I want to reset or reinstall them. Can you help with that? \nHuman Agent: I can walk you through that. You can reset the camera in the Device Settings for the camera and then you would do the QR Code setup to reconnect them to the network.\nCustomer: Will I still be on the chat with you if I reset them? \nHuman Agent: Yes, you can come back to the chat.\nCustomer: Okay \nCustomer: I think I reset both of them….\nHuman Agent: The light on the camera will go back to a flashing green, and then you can set them up again with the QR Code setup to connect to your Wi-Fi network.\nCustomer: They’re not blinking green anymore\nHuman Agent: It looks like both cameras are online and connected to the Wi-Fi network again.\nCustomer: Yes I see that now lol\nCustomer: Thank you\nCustomer: Hopefully they’ll work better now\nHuman Agent: You're welcome."]
["Customer: I need to add devices for outdoor cameras and there is no settings tab\nCustomer: adding a camera\nCustomer: i dont have my old account email\nHuman Agent: Hi, thank you for contacting support. My name is Dillon.  What are the models and IDs of the cameras you are trying to set up? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \n\nCustomer: zmd16l117205394\nHuman Agent: Is this a first time set up? If not, there may be something wrong in the ID at which point you could send a picture of it instead. \nCustomer: we only set 2 of these up for our office in Va here are the 2 I had set up\nCustomer: zmd16l117200031\nCustomer: zmd16l117200067\nHuman Agent: If those devices were set up previously, the IDs are invalid. Could you send a picture of one? \nCustomer: give me a sec\nHuman Agent: Okay. \nCustomer: D/static_file/383bfa89cb_1_20240918103707.jpg\nCustomer: forgive me that should have been to i's\nCustomer: not 1's\nCustomer: Dillon did you receive\nHuman Agent: Thank you. It looks like the one ending in 31 is currently already bound to an account that starts with ch and is at longmoorhomes.com, is that familiar to you? The other two you provided have not been set up, but would use the QR setup method. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: yes\nCustomer: Thats was my construction account. We no longer have the general contracting business. It would have been chuck@longmoorhomes.com\nHuman Agent: Okay, do you have access to delete the camera from that account so that you may add it here? \nCustomer: No\nCustomer: I no longer have that email acount\nCustomer: I can use the 2 cameras that were not set up however\nCustomer: does it need to be done thru the phone app?\nHuman Agent: Okay, do you have the invoice from the purchase of the device? You can likely find it wherever you purchased or possibly in your emails. \n\nYes, those should use that QR setup I sent information on. You would need to do that setup in the phone app. \nCustomer: thank you. I will set up the unused 2\nHuman Agent: Okay."]
["Customer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like your cameras no longer use Zink setup and would instead use the QR setup. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: How to change the wifi\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: The light is blue and solid not blinking after reading the QR code\n\nCustomer: Where do I go see it on my camera\nCustomer: Where on the app I find live\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera that is solid blue? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: how do I change internet systems for my cameras\nCustomer: can you give me the sets not do that I don't have my directions any more\nCustomer: green\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  First I will need the cameras Model and ID number in order to look it up and see what setup options it would use. The ID number will start with ZMD or GSG, it is not the FCCID number.\nHuman Agent: The model and ID number are also located on a sticker on the bottom or back of the camera."]
["Customer: I've tried different outlets and power cords and both camera are showing solid blue lights I ve un mounted them and bought right up next to xfinity modem I've restarted the cameras I've erased my internet paswors and the internet name made up all new accounts and passwords and still no connection \nCustomer: Ok  so what's the number for customer support \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: The Zmd number has rubbed off \nCustomer: All I can see is ZMD1m\nCustomer: On camera one let check camera 2\nCustomer: Camera 2 is -\nZmd16LGI7526925\nHuman Agent: Okay, that camera is showing offline right now. Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Ok lets start off with camera 1 it's in the house next to the router \nCustomer: Ok plugging it back in\nCustomer: Solid grern\nCustomer: Green\nCustomer: Blink green once \nCustomer: Now blinks blue \nCustomer: Now soild blue\nCustomer: Solid blue\nHuman Agent: Okay, then you will want to try the LAN Search in your app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nHuman Agent: Actually, wait, the camera is still showing offline. Is that the second camera that is solid blue?\nCustomer: One sec Taking dwn 2nd camera to bring inside next to other camera\nCustomer: 2nd  Unplugged and is blinking green first camera is solid blue light\nHuman Agent: Alright, you can try the LAN Search for the camera that is solid blue. Is the second camera still flashing green?\nCustomer: Yes 2nd still flashing green\nHuman Agent: Then you can do the QR Code setup for the second camera.\nHuman Agent: Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: 1st camera finally showed on the plus camera opt and then ask me to update firmware so it's doing that now them I'll try the q code \nCustomer: Ok 2nd camera is successful in q code and now firmware updating \nHuman Agent: Good, is it just those two cameras?\nCustomer: Yes ......oh boi finally after a month of trying to figure it out its is done all good both cameras are up and running and that's all the cameras thank u veryyyyyy much \nHuman Agent: You're welcome.\nCustomer: Have a great evening \nHuman Agent: Thank you. You have a good evening, too."]
["Customer: Set up\nCustomer: Didn't work\nCustomer: Ok\nCustomer: I am having trouble adding a device \nCustomer: I need help doing it\n Today is the 3rd day I have tried \nCustomer: I am trying to add \nZP-ibh27-w \nHuman Agent: Hi my name is Wendy.  Cameras named on ac & by washer show offline.  Are these the 2 cameras you are needing help with?\nCustomer: I am\nHuman Agent: Hi my name is Wendy.  Cameras named on ac & by washer show offline.  Are these the 2 cameras you are needing help with?\nCustomer: Those were stolen \nCustomer: I have 2 new ones\nHuman Agent: What are the device IDs and models on the cameras you are wanting to setup?\nHuman Agent: The device ID will be listed on a sticker on each camera and start with ZMD or GSG\nCustomer: Zmd19ih401483\nHuman Agent: What model of camera is this?\nCustomer: 1080p\nHuman Agent: The model will be listed on a sticker on the camera\nCustomer: ZP-ibh27-w \nHuman Agent: okay this type of camera can use Zink or QR code setup.  Is the indicator light on the camera blinking green?\nCustomer: Using QR code\nHuman Agent: okay is the indicator light blinking green?\nCustomer: Yes\nHuman Agent: QR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the phone app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: Still not hooking up \nHuman Agent: when you go through QR code setup does the indicator light only blink green? or does it flash between green & blue?\nCustomer: Still here\nHuman Agent: when you go through QR code setup does the indicator light only blink green? or does it flash between green & blue?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Still not connecting\nCustomer: Still not connecting to Wi-Fi\nCustomer: -1\nCustomer: Need to speak with a person\nCustomer: Changed Wi-Fi network. All six cameras will not read QR code to reset it.\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD16F417201140\nCustomer: D/static_file/cc97bed4f3_1_20241023110436.jpg\nHuman Agent: Thank you. Can you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Green\nHuman Agent: Is the light solid green or flashing green?\nCustomer: \nStarted out solid, now it’s flashing with a solid blue behind it\nHuman Agent: Okay, if it is flashing green with a solid blue light behind it, then that means that it is connected to a Wi-Fi network, but that Wi-Fi network is not giving the camera internet. You said that you changed your Wi-Fi network, correct? Do you still have your old router that the cameras were setup on before?\nCustomer: Yes\nHuman Agent: Okay, can you double check and make sure that the old router is unplugged from power?\nCustomer: That would be it\nHuman Agent: With the router unplugged, the camera should go back to flashing green, but without the blue light behind it."]
["Customer: Set up\nCustomer: Set up\nCustomer: Código invalido\nCustomer: Queremos configuración de la cámara pero me dice código inválido \nCustomer: Añadir cámara y luz esta roja\nCustomer: Cómo puedo enviarte un screnshot para que veas lo que me sale \nCustomer: Las cámaras estaban funcionando correctamente el problema es que me cambiaron el internet y ahora no me deja programarlas otras vez la escaneo y me dice que el código es inválido \nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon. ¿Cuál es el ID de la cámara que estás intentando configurar?\nCustomer: Gsg5001c0100936\nHuman Agent: ¿Qué marca de cámara es esta?\n\nCustomer: Cómo puedo saber eso la cámara no dice nada \nHuman Agent: Si la cámara no lo dice, probablemente indicará en su compra dónde la ordenó. ¿Tiene un correo electrónico de pedido o puede verificar la marca a través de sus pedidos anteriores donde compró?\nCustomer: Yo las compré por Amazon hace como 1 año ‘\nHuman Agent: Bien, deberías poder ver tus pedidos anteriores en tu cuenta de Amazon.\nCustomer: Sabes el problema es que eso se compró hace 2 a tres años\nCustomer: Y cambié de celular \nHuman Agent: ¿Ya no utilizas la misma cuenta de Amazon o el mismo correo electrónico? Es probable que también tenga registros por correo electrónico y Amazon conserva su historial completo de pedidos anteriores desde que compró algo por primera vez.\nCustomer: Lo encontre\nCustomer: Rraycom\nCustomer: D/static_file/3a990e8edc_1_20241213135304.jpg\nCustomer: Hola\nHuman Agent: Gracias, puede comunicarse con Rraycom a través de este correo electrónico para que le ayuden con la configuración del dispositivo. Rraycom@hotmail.com\n\nPuede utilizar el siguiente código para acceder a la configuración si es necesario, aunque para obtener más ayuda con la configuración deberá comunicarse con Rraycom.\nCustomer: D/static_file/14ca51f780_1_20241213135419.jpg\nHuman Agent: D/static_file/8acc6654ce_1_20241213135429.png\nCustomer: Gracias me está funcionando, muy amable"]
["Customer: Agent\nHuman Agent: How can I assist you?\nCustomer: Need help reconnecting the camera \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: One of my cameras is unable to connect to my WiFi network \nHuman Agent: I understand. Could I have the Device ID of that camera?\nCustomer: D/static_file/9d397a8c97_1_20250225173856.png\nHuman Agent: Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Go from blinking green than blinking blue \nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I tried but it can’t pick up the QR code\nHuman Agent: Lets try it again. Did you unplug the camera and plug it back in?\nCustomer: Yes\nCustomer: It didn’t pick up the QR code\nHuman Agent: Alright, restarting the camera often helps with the setup. What the light is flashing green, hold the phone screen close to the Zmodo camera lens and pull it back. Watch the light closely and let me know if it changes while you are showing the QR Code to the Zmodo camera.\nHuman Agent: Can you send a screenshot of the QR Code that you are showing to the Zmodo camera?\nCustomer: It is connected. Thank you \nHuman Agent: You're welcome.\nHuman Agent: Do you have any other questions?\nHuman Agent: I want to let you know that the Live Chat support will close in 10 minutes. If we run out of time, then I will send you an invitation to schedule a callback appointment."]
["Customer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Need help setting up my camera \nCustomer: Blue LED \nCustomer: Need to delete that camera and reset it to my new internet \nCustomer: Camera was in my dad name \nNeed to add it to my name and network \nCustomer: He forgot the login \nHe don’t have access to that account no more he got new cameras \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the devices that are on the other account, can you send me all of those cameras ID numbers and models. The ID will start with ZMD or GSG, not the fccid. \nCustomer: D/static_file/0a7ca5da6b_1_20250224161929.jpg\nCustomer: D/static_file/62ab9a49e2_1_20250224162128.jpg\nCustomer: Need both reset \nHuman Agent: Both of those photos did not come in successfully and they are blank for me on my end, can you try again. \nCustomer: ZMD13HVF8001897\nZMD13HVF8000902\nHuman Agent: Both of those cameras are not bound to anyone's account. \nCustomer: Model:ZP-IBH23-W\nHuman Agent: Try adding them again and elt me know if the message pops up again showing they are bound to an account or not for you. \nCustomer: It’s bonded to my dad account he gave them to me and my wife \nHuman Agent: No, I looked up both cameras and currently they are not tied to anyone's account. \nHuman Agent: Try adding them again and elt me know if the message pops up again showing they are bound to an account or not for you or not, If it does please let me know. \nCustomer: Same message \nStill solid blue \nCustomer: Unable to connect to network \nCustomer: I called last year and they was suppose to remove it \nCustomer: They told me I\nHad to wait a year to connect it to my account \nCustomer: Hello u still there \nHuman Agent: Solid blue means the device is online try taping the Plus, then select the option to add a solid blue camera at the bottom. Also the unbind process does not take that long it would not have been a year, the unbind process is 1 month from when we start it, regardless though both of these cameras are already not bound to an account so you are free to add them. \nCustomer: Unable to connect \nCamera still solid blue \nCustomer: Need some more support then that"]
["Customer: Device not connecting to my phone \nCustomer: I no longer have the manual \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the device you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Can I chat with an agent please? \nCustomer: 1\nCustomer: Hi Dillon, ok, I'll wait \nCustomer: I think my issue is no longer on the chat, but I can tell you \nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nWe will be closing in 5 minutes at 6pm CT. I would be happy to continue to assist you until then, but the chat will close at that time. If you would like a callback, you may schedule one via the button below. If you would prefer an email follow up instead, please let me know and provide an email you would like me to reach out on tomorrow. \nCustomer: I changed my wifi router and the password changed and I can't make the cameras work \nCustomer: Well, 4 minutes is not going to be enough, maybe you can recommend me a video to help me ? \nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check (or if it's after we close, you can email it to support@zmodo.com and explain you're having trouble setting up your cameras with the QR code setup)\nCustomer: I'll contact you tomorrow at an earlier time, thanks for letting me know the hours. \nHuman Agent: No problem. Have a good evening."]
["Customer: Set up\nCustomer: Soild blue light but I can’t reconnect the device \nCustomer: My other camera just connected but this one didn’t blink green to reconnect just went soild blue \nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera that shows the solid blue indicator light?\nCustomer: Zmd15fhda221645\nCustomer: Did you get it ? \nHuman Agent: ZMD15FHDA221645 thanks.  Are you wanting the camera connected to email albrown420@yahoo.com?\nCustomer: Yes \nHuman Agent: one moment\nHuman Agent: If you refresh the app screen or log out and back in again you will see the camera on  your account.\nCustomer: Got it thank s \nHuman Agent: You're welcome"]
["Customer: Troubleshooting\nCustomer: Hello\nCustomer: I need help updating my WiFi password \nCustomer: So I will to disconnect all the devices and reconnect them?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I looked up your account and all the camera on your accoutn here use the setup called QR code primarily for the setup.\nCustomer: Some of the cameras are not easy to reach. How do I reconnect it?\nHuman Agent: To reconnect the cameras I would recommend, doing a reboot by unplugging and plugging in each camera, then do the QR setup with one, when one camera connects it will send the signal around it and if you reboot them first, then do the setup this makes the cameras more sensitive to picking up the signals so you may get multiple to connect by only connecting one. \nHuman Agent: Its still possible that some cameras will miss the signal but doing the reboot, then the setup really helps with the likelyhood that multiple will connect once one is connected"]
["Customer: Troubleshooting\nCustomer: Yes, we spoke on another line.My name is Gary more.I meant to Collinwood circle hampton virginia on my app, my zomoto door camera log no Lon.The show, the camera itself has a blank and green light.However when I try to set it up it does not set up it remains green\nCustomer: My doorbell camera does not have a plug in.It's directly hooked up to the electricity source.The light is not a solid green right but a blinking green light\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. To better assist you, what is the account your camera is bound to? You can go to the Me section of the app, tap your profile icon, and provide the account number listed there. \nCustomer: If I mean, the power source was turned off by the company and then return home once that of curved the camera no longer worked.However as I said on the app the camera does not show so I cannot connect anything because the door camera does not show on the app\nCustomer: Is all the other camera show accepted door camera\nCustomer: I was speaking with Mira that is not answering\nCustomer: -1\nHuman Agent: Mira is our chat bot. To better assist you, what is the account your camera is bound to? You can go to the Me section of the app, tap your profile icon, and provide the account number listed there. \nHuman Agent: Or rather, account that it was bound to. \nHuman Agent: Even if you have deleted it currently. \nCustomer: One camera does not show on app to camera does not connect to app.Camera is fully charged and directly connected to the current.When trying to connect my doorbell camera I just keep getting a blinking green light\nHuman Agent: Please provide your account number so I may better assist you. You can go to the Me section of the app, tap your profile icon, and provide the account number listed there. \nCustomer: I had this camera for so long.I don't remember no account number\nHuman Agent: You would follow the instructions I gave to check it. It would not be something you'd have already remembered. \nCustomer: I haven't seen any instructions you sent.You just told me the person was not there.Please resend\nHuman Agent: You can go to the Me section of the app, tap your profile icon, and provide the account number listed there. \nCustomer: 15876223\nCustomer: Thank you \nCustomer: E-mail TheBeareroflaws@gmail.com\nHuman Agent: Thanks. In order to set your doorbell camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\nCustomer: I'll give it a try Dylan.This is a long process.I didn't have\nHuman Agent: Okay, let me know if you have any trouble."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Zmd network doesn’t show up \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Rep\nCustomer: Agent\nHuman Agent: You are already connected with a Customer Care Agent. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/62c60bcb5b_1_20250221095502.jpg\nHuman Agent: The Device ID will likely be on the stand of the camera.\nCustomer: There’s no other sticker. Let me check the other camera \nCustomer: D/static_file/0427e40388_1_20250221095722.jpg\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Ok.i did \nCustomer: It’s not connecting to zmp \nHuman Agent: What light do you see on the camera when you plugged the camera back in?\nCustomer: Now it’s blue \nHuman Agent: Okay, it looks like another camera is online, so you may have swapped the stands between different cameras.\nCustomer: None of the cameras are working \nCustomer: The other doesn’t have a sticker either \nHuman Agent: There are two cameras on your account that are online. The cameras named \"Smart Device\" and \"CH4 Patio\" are both showing online. Can you tap on Live for those cameras in your app and tell me what you see?\nCustomer: The patio turned on.  And I don’t know where the second that is on is at.  \nCustomer: The home dvr doesn’t show anything. Just says poor connection. \nHuman Agent: The NVR can only have four cameras, and the four cameras that appear to be connected to the NVR are offline. The two cameras that are online are not cameras that are connected to the NVR.\nCustomer: I have 2 NVR \nCustomer: I have 2 cameras not working.  They can’t seem to connect.   What do you suggest ? \nHuman Agent: I only see one NVR on your account. Which cameras are you trying to connect? Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nHuman Agent: Actually, the Device ID may not help much since the cameras seem to have been swapped around to different stands.\nHuman Agent: Could you please unplug the first camera you want to work with, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Ok I’m unplugging \nCustomer: Plugged back in\nHuman Agent: Okay, and what light do you see on the camera? The light is the important part, because it tells us the status of the camera.\nCustomer: I don’t see a light on.  It was red last night. \nHuman Agent: Is this one of your indoor cameras or one of your outdoor cameras?\nCustomer: Outdoor \nHuman Agent: Could you please check your phone's Wi-Fi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: It’s an outdoor camera \nCustomer: It’s not finding it in WiFi \nHuman Agent: What do you see in your Wi-Fi settings right now?\nCustomer: Finally it popped up. One minute I’ll try to connect again. \nCustomer: It only found one device \nHuman Agent: It looks like the Zink setup connected that camera. So you will want to do the same setup process for the other camears.\nCustomer: That’s what I’ve been trying to do.  But I’ll try it again. Thanks for your help.  Bye \nHuman Agent: You're welcome. I would recommend rebooting the camera before you set it up like the last camera as you were able to set it up after that."]
["Customer: How can I add cameras to existing account \nCustomer: Can you walk me through the process of adding 3 additional cameras \nCustomer: Light is flashing green \nCustomer: Ok next step\nCustomer: I am in the add camera section, Notifications \nHuman Agent: Hi my name is Wendy\nCustomer: I am the app, 4 cameras already set up, just need to add 3 more\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nHuman Agent: The 3 cameras you are wanting to setup, are they new? or have they been setup before?\nCustomer: New\nHuman Agent: What is the model of camera?\nCustomer: Zp1ibh27-w\nHuman Agent: This type of camera can use Zink or QR code setup.  are the cameras next to your router right now?\nCustomer: ZMD19G4IH403838\nHuman Agent: are the 3 cameras next to your router right now?\nCustomer: Please wait \nHuman Agent: ok\nCustomer: Ok ready\nHuman Agent: are the 3 cameras next to your router right now?\nCustomer: Yes\nHuman Agent: If the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*"]
["Customer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  It looks like your having some trouble with the setup, are you trying to set up a new camera or reconnect a device that was online/setup in the past?"]
["Customer: Set up\nCustomer: Change wifi on cameras \nCustomer: Initial set up process\nCustomer: Blinking green \nCustomer: What is the original set up method\nCustomer: Help \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Is there a live representative to chat with please?\nHuman Agent: How can I assist you?\nCustomer: Thank you very much.\nCustomer: I changed internet providers and thought I had changed the cameras that show up on the monitor but all I have is one camera shot but it is on all four pictures.\nHuman Agent: Could I have the device ID of the NVR you are working with?  It should start with ZMD and should be on a white sticker on the NVR.\nCustomer: ZMD11JK49000289\nHuman Agent: It looks like only one camera is setup at this time. You will want to setup the other cameras to your Wi-Fi network. If they do not add to the NVR, then you can go in to the NVR settings and go to Device Management to clear available channels for the cameras to add to the NVR.\nCustomer: OK.  I must have just been lucky to do the one.  But I made changes on the device management page and I think that is where my problem is.\nCustomer: All four cameras now have the same IP address and MAC address.  I think that is why I have the same screen shot on all four sections of the monitor.\nHuman Agent: That would be because it is all the same camera. So you would want to connect the other cameras and then delete the device from the other channels so that you can add the additional cameras to the NVR.\nCustomer: They are ok showing up on my phone,\nCustomer: I just don't know where to start.\nHuman Agent: Are you able to see the live video from the cameras on your phone? Only one camera is online, the others are offline.\nHuman Agent: You would do the initial setup to connect the cameras to the new network.\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: If I hit home to see all four then I have the same shot in all four screens on my phone too.\nHuman Agent: Yes, that would be if you try to view the live video through the NVR, but I was asking if you look at the cameras individually. They will likely say Device Offline because you have not connected them to your Wi-Fi network yet.\nCustomer: No.  Evidently I do not have but the one set up on my phone either,.\nCustomer: When I added them I pressed four for four cameras.  But only I connected?\nHuman Agent: Yes, it may have only setup the one camera. So you would want to setup the other cameras.\nCustomer: OK>  Thank you.  I will try that\nHuman Agent: You're welcome."]
["Customer: My pivot camera is blue but not showing on the app\nCustomer: Support \nHuman Agent: Hello, you've reached customer care, my name is Kylie.  Are you able to send me the cameras ID number? this will be on the cameras sticker and start with ZMD\nCustomer: Yes give me a second \nHuman Agent: Okay\nCustomer: Sent Kylie \nHuman Agent: I do not see it in the chat here, try sending the ID number again."]
["Customer: I recently moved and I am trying to set up my camera but I am not able to \nCustomer: It is flashing green \nCustomer: How do I connect it to the wifi\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: How to change WiFi setting"]
["Customer: I had to get a new internet box so that came with a new password how do I reset the cameras to work on the new password to my internet\nCustomer: I have don't even remember the initial setup I've had them so long\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: We have a new WiFi network. How do I get my cameras switched to new WiFi?\nCustomer: So do I first delete device on my app to set up on new WiFi?\nCustomer: So what is the first step to do this? Do I unplug device?\nCustomer: I need instructions start to finish. The device is offline obviously since the old WiFi is gone. \nCustomer: How am I supposed to know indicator lights status? \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Thank you! Will do\nHuman Agent: No problem, let me know if you have any trouble. \nCustomer: Ok"]
["Customer: My camera in the bedroom isn’t working \nCustomer: It is on\nCustomer: Red light with green light flashing on right side \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Is that the camera on your account named Master? If so, you'll want to brighten the area so that the red light goes off, then can go through setup using the instructions below. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Reset factory device\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you trying to set one of your devices back up or reset/remove it so another person may use it? \nCustomer: I nd to reset to factory settings my camaa\nHuman Agent: Which camera? Are you trying to set it back up or are you trying to remove it for someone else to use?\nCustomer: Set back my camara\nHuman Agent: Okay, is it the camera on your account named Smart device 3?\nCustomer: I had three devices and the beam but I can’t connect device 3\nCustomer: Yes\nHuman Agent: Okay, is that camera's indicator light flashing? \nCustomer: I only see red lights around the lens\nHuman Agent: The red is the night vision lights. There should also be a blue or green indicator light as well if you look into the lens. \nCustomer: I think it’s a blue light fashion g\nHuman Agent: Okay, if it's flashing blue, please make sure the area is lit well enough for the red lights to go back off, then do the following setup. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: I did all the things you mention but no luck, why the other connected easy and only the device give me problems an d it’s very frustrating \nHuman Agent: Were you able to get the screenshot I requested?\nCustomer: Here\nHuman Agent: I do not seem to have received an image. \nCustomer: This \nCustomer: D/static_file/5b0006f983_1_20250217153517.jpg\nHuman Agent: That seems to be a picture of your phone when you try to hit live on the offline camera. Were you able to take a screenshot of the QR code from setup as I had requested?\nCustomer: Yes I took pictures from my phone because I using my iPad taking to you\nCustomer: D/static_file/839cfee51b_1_20250217153717.jpg\nHuman Agent: Okay, could you please screenshot the QR code I requested that is generated during the setup I sent instructions for and send it here? I'll send it again below. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: The blue light in very weak\nHuman Agent: Okay. \nCustomer: This the camera now\nCustomer: D/static_file/a11d35619f_1_20250217154028.jpg\nHuman Agent: I understand, are you able to provide the screenshot I requested from the setup I provided instructions for?\nCustomer: D/static_file/ea568ebef6_1_20250217154309.jpg\nCustomer: It’s show a solid blue light\nCustomer: D/static_file/ca9f158dd4_1_20250217154339.jpg\nHuman Agent: That is a picture of the camera rather than the code I mentioned. Solid blue would typically mean connected though and you said it was flashing before. Are you sure it is not still flashing blue?\nCustomer: D/static_file/c921825c0a_1_20250217154702.jpg\nHuman Agent: Thank you. Solid blue would typically mean connected though and you said it was flashing before. Are you sure it is not still flashing blue?\nCustomer: I think is solid blue but it’s very weak and hard to see it\nHuman Agent: Do you only have a single router or do you have anything else it may be connected to?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Ours cameras all worked. Changed internet company. Got all working except for 2\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What are the IDs of the two cameras you're having trouble with? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: I’ve tried deleting them and reinstalling. Get nothing\nCustomer: And 18ADiH530983\nHuman Agent: Are the IDs ZMD17G8IG901886 and ZMD18ADIH530983?\nCustomer: Is one of them \nCustomer: Yes\n\nHuman Agent: ZMD17G8IG901886 is currently online. What would you like it to be named?\nCustomer: Carport\nCustomer: The other was back porch\nHuman Agent: Okay, one moment, the other is now online too. \nCustomer: Ok so how do I get them to show on my site\nHuman Agent: I was adding them for you so you can now go to the home page of your app to look at them. If they do not show, please restart the app and you should then see them. The time zones are set to central automatically due to our time zone so you may need to adjust that. \nHuman Agent: To do that you can go to devices, tap on the device, tap where it shows the device name and ID, then you can go to the time zone option there to adjust that."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: My camera needs to be reconnected to wifi idk how to do it\nCustomer: I need the steps\nCustomer: It’s blinking blue\nCustomer: My WiFi changed since the last time it was connected so I need to reset it \nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  Is the cameras lights a solid blue? or what color are they and are they flashing or solid?"]
["Customer: Set up\nCustomer: Live agent\nHuman Agent: How can I assist you?\nCustomer: Hi! I lost connection to one of my cameras. It wont scan the qr code and its blinking gree\nCustomer: Green\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Cant reach\nHuman Agent: You are not able to get to the camera? That may be part of why it is not reading the QR Code if you are not able to get close to the camera. Are you able to take a picture of the Device ID on the camera?\nCustomer: I taped my phone to a pole lol\nCustomer: Thats how I placed it in front of the camera\nHuman Agent: Yeah, so that may make it difficult for the camera to read the QR Code. We would also want to see the light in the camera while you are showing the QR Code to the camera to see if it changes while the camera is looking at the QR Code.\nCustomer: It doesn't.  It keeps blinking green\nHuman Agent: Could you unplug the camera and plug it back in? Then let me know if the light changes back to flashing green after a minute?\nCustomer: Let me see if i can zoom into the camera id\nHuman Agent: Are you able to see the light in the camera while you are holding the phone in front of the camera?\nCustomer: Yes\nHuman Agent: Also, holding it on a pole like that may make it difficult to hold it at the right distance and steady so that the camera can read the QR Code.\nCustomer: Oh ok. Ill try to get a ladder then\nCustomer: Thank you \nHuman Agent: You're welcome. I would also strongly recommend you unplug the camera and plug it back in right before you try the setup as rebooting the camera often helps with the setup to connect the camera.\nCustomer: I believe its battery powered \nCustomer: I lied. It is plugged\nCustomer: But all of the cameras are connected to the same plug\nHuman Agent: I do not necessarily think it is an issue with the outlet the camera is plugged in to. What I mean is just rebooting it can resolve issues all by itself. Just like a computer or any other electronic device, often turning it off and turning it on can help resolve issues with the device.\nCustomer: What if my other cameras disconnect from the system?\nHuman Agent: You can just unplug the one camera and not any others. The camera has its own cable and power adapter. There is even the micro-USB connected that the power adapter connects to in order to power the camera.\n\nIf you do power off all of the cameras, then when they power back on, they will try to reconnect automatically to the Wi-Fi network they were previously connected to.\nCustomer: Oh ok\nCustomer: Thank you \nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the solid blue camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Set up\nCustomer: Mira hi I delete the camera and do hard reset and now doesn't want to add the camera back\nCustomer: Troubleshooting\nCustomer: And i can't add the device back\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: It's said about wifi password but I check all ia good very good internet our 2 other devices is working this one I can't connect \nCustomer: All devices working that one doesn't want to scan the qr code i am trying for 3 days\nCustomer: What i need to do\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: How i found id\nCustomer: I delete the camera from the app and I am trying to put back\nHuman Agent: It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/622dd6c956_1_20241231152541.jpg\nCustomer: D/static_file/6d64a6e0e3_1_20241231152616.jpg\nHuman Agent: Thank you. Let me take a look at that camera.\nCustomer: Thank you\nHuman Agent: It looks like that camera is connected to your Wi-Fi network, so you will want to add it to your account with a LAN Search in your app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: Are you here\nHuman Agent: Yes, are you receiving my messages? I will send them again in case they did not go through.\nHuman Agent: It looks like that camera is connected to your Wi-Fi network, so you will want to add it to your account with a LAN Search in your app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: D/static_file/f97f5b80ab_1_20241231153359.jpg\nCustomer: This is the message \nCustomer: Thank you so much\nCustomer: Happy new year\nHuman Agent: Were you able to add the camera to your account?\nHuman Agent: You're welcome. You have a Happy New Year, too.\nCustomer: Yes"]
["Customer: Trying to reset my camera\nCustomer: Troubleshooting\nCustomer: Contact number\nCustomer: Agent\nCustomer: Hello, my camera is connected to a network, but it is not accessible through the app. I would like to reset it so I can reinstall it on the app.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you able to send me the cameras Model and ID number? the ID should start with ZMD.\nCustomer: Yes. The model is ZP-IBH23-W. The code is ZMD18ADIH511996.\nHuman Agent: Is the camera currently plugged in right now?\nCustomer: Yes\nHuman Agent: its telling me its offline, what color are the lights and are they solid or flashing?\nCustomer: It's a solid blue light\nHuman Agent: Okay, this means whatever its connecting to its not getting any internet from. \nHuman Agent: are you able to unplug whatever its connecting to so you can set it up on another network again?\nCustomer: Yes, I can disconnect the router and try the installation.\nHuman Agent: Okay, try that"]
["Customer: Troubleshooting\nCustomer: My phone is no longer recognizing my camera\nCustomer: How do I contact customer support. I have tried all of the above steps numerous times \nCustomer: Agent \nCustomer: -1\nCustomer: My phone is not recognizing my camera. It tells me that this camera is bound to another account. That account is me. It tells me to delete and re add it but I cannot find where to delete it \nCustomer: Hello?? \nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device, can you send me all the cameras ID numbers. They will start with ZMD"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: I’ve already done ALL of the steps to reconnect my cameras to the new network and they just won’t connect \nCustomer: They simply won’t connect \nCustomer: I’ve already done that \nCustomer: It still won’t work \nCustomer: Still won’t connect \nCustomer: Live agent \nCustomer: I changed internet modems and after numerous attempts and troubleshooting the cameras just won’t connect \nCustomer: Is anyone there?\nHuman Agent: Hello, you've reached customer care, my name is Kylie.I would like to look up the device to check hat setup options they can utilize, I would need the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid. \nCustomer: Where would I find this information?\nHuman Agent: It is on the camera itself, on a sticker that will be on the bottom or the back of it.\nCustomer: D/static_file/31ef474a6a_1_20250306162620.jpg\nHuman Agent: I got the photo, one moment while I look up this device.\nHuman Agent: For this camera it only uses the QR code setup, Can you reboot the camera by unplugging and plugging it in, then go through the QR code setup, when the code generates take a screenshot of it and send me the screenshot so I can review the code to make sure its generating properly.\nCustomer: Sorry for the delay I had to crawl up in the attic to unplug the cameras"]
["Customer: Set up\nCustomer: I did it won't do it \nCustomer: Trying to get my camera to work again \nCustomer: It won't read the qr code off my phone \nHuman Agent: Hi my name is Wendy.  Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\n\nCustomer: Zmd\nHuman Agent: please let me know the entire ID\nCustomer: ZMD16L317208950\nHuman Agent: ZMD16L3I7208950 - What color is the indicator light on the camera? and is the light blinking or solid?  The red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid.\n\nIf you cup your hands around the lens of the camera you can see the indicator light easier.\n\nCustomer: Solid green \nHuman Agent: Could you please unplug the camera from power for 30 seconds?  Then plug it in again.  Let me know when the camera is unplugged.\nCustomer: Unplugged \nHuman Agent: Could you please attach a clear picture of the device ID\nHuman Agent: ZMD16L3I7208950  may have a typo\nCustomer: D/static_file/fc016ed21f_1_20250227144319.jpg\nHuman Agent: ZMD16L3I7208950 okay thank you.  Let me know when you have the camera powered on again, does the indicator light go back to  solid green?\nCustomer: Yes\nCustomer: Now it's blinking \nHuman Agent: I see the camera on my end now.  Are you wanting it connected to knappandy65@gmail.com?\nCustomer: Yes\nHuman Agent: If you refresh the Zmodo app screen or log out of the app and back in again you will see the camera on your account.\nCustomer: Ok \nCustomer: Thank u \nHuman Agent: You're welcome!"]
["Customer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I switched wifi and I can't get any of my cameras to connect to the new one and it removed my deck camera when I was trying things\nHuman Agent: Okay, when you look at the lights, what color are they and are they flashing or solid for the camera?\nCustomer: Flashing\nCustomer: Zmd17kaih800101 is the one that was removed and I can't get it back on my account either\nCustomer: Green and blue flashing\nHuman Agent: Okay, that camera is offline, unplug and plug in the camera then try to go through the QR code setup with the camera When you hold the code Infront of the camera Hold it 8 inches away and watch the lights for a reaction. If after a minute they do not turn solid blue, try holding it at 6 inches away for a minute, then 10 inches away for a minute should that also fail.\nCustomer: There's no way to do it in the app? Some cameras I can't reach\nHuman Agent: No, to reconnect cameras you have to go through the setup.\nCustomer: Well is there a way to manually add that camera back since I gave you the code on it\nHuman Agent: The camera is offline, I can add it to the account however you wont be able to see the video, I would personally advise doing the setup to add it as when it comes online it will add and allow you to name the camera yourself. \nCustomer: Ok please do\nCustomer: The qr isn't working!\nHuman Agent: Okay, what would you like me to name the caemra?\nCustomer: Deck\nHuman Agent: Okay, one moment\nHuman Agent: I re added the camera to the account for you.  When you did the QR setup, how did the cameras lights react?\nCustomer: Kept flashing\nHuman Agent: green only or blue and green?\nCustomer: Blue and green\nHuman Agent: Okay, if the flashing is rapid it is possible that the camera has connected but its not getting any internet from the router. How far away is the camera from the router?\nCustomer: How do I change it to connect to 2.4 instead of 5\nCustomer: Ghz\nHuman Agent: The cameras will only connect to 2.4GHZ networks not 5GHZ\nCustomer: Yeah my wifi is showing 5ghz so is there s way to change it\nHuman Agent: On the router itself you may be able to change it, otherwise you may have to contact the internet service if you have your router through them to help adjust that. \nCustomer: Ok did that but it's still not connecting \nHuman Agent: are the lights still one flash blue one flash green?\nHuman Agent: perhaps its connecting to something else, Try unplugging the router, then watch the lights on the camera and see if they start flashing differently, not a rapid blue and green, if not reboot the camera then watch the lights again, if its still a rapid blue and green then something else may still be pushing out wifi info that the camera is trying to connect to in the home such as an0toher router or a Wi-Fi extender."]
["Customer: Hi\nCustomer: How I can change the network in my system \nCustomer: Network settings \nCustomer: Where I can find network settings \nCustomer: System network settings \nCustomer: -1\nCustomer: Phone support\nHuman Agent: The cameras on your account will use the QR Code setup to connect to the Wi-Fi network. You will just need to do the initial setup with the new Wi-Fi information.\nHuman Agent: Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween\nCustomer: Tks \nHuman Agent: You're welcome."]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?\nCustomer: Need help setting up \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD19H318D43358\nHuman Agent: Thank you. Can you unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: Green flashing \nCustomer: On the side\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nHuman Agent: When you get the QR Code on your phone screen, try holding it close to the Zmodo camera lens and pull it back. Watch the light on the side closely and let me know if it changes at any point from the flashing green."]
["Customer: Set up\nCustomer: Connecting a camera. ZMD13FMEC259061\nCustomer: No QR code\nCustomer: I want to add this camera on my app ZMD13FMEC259061. \nCustomer: My other cameras are connected and work \nCustomer: Sorry but are you a person or bot?\nCustomer: Can you see my help request above?\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: Blue\nHuman Agent: Solid or flashing? \nCustomer: Flashing\nHuman Agent: Can you unplug the camera, wait 30 seconds then plug it back in. Let me know if you see any lights after? \n\nCustomer: Sure\nHuman Agent: Okay\nCustomer: Green flashing\nCustomer: Changed to blue\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code.\n\nCustomer: Now green flashing\n\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Hey we were disconnected earlier\nCustomer: My camera on solid blue is still not working\nCustomer: D/static_file/14b7be3bb0_1_20241218172151.png\nHuman Agent: Okay, let me look up this device, one moment. \nHuman Agent: I remember you, I said I found the device and added it to the account under the name you requested before, its on the account right now and named Front.\nCustomer: Oh ok it’s not showing up\nHuman Agent: Try closing the app totally then re open it, its still showing me its bound to the account and named Front.\nCustomer: Hmm ok \nHuman Agent: Okay\nCustomer: Have it now thank you very much\nHuman Agent: Perfect, no problem, have a good day."]
["Customer: Agent\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Hi. I can not get my camera to connect to my phone. I have tried everything. Reset my router, reset the camera, restarted the app and my phone. When I get to the step to scan the barcode with the camera, the camera makes a beep noise but then nothing happens. \nHuman Agent: Okay, I will need to look up the device first, can you send me the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid. \n\nCustomer: Sure. Let me check. \nCustomer: ZMD00ID02204737\nHuman Agent: Okay, One moment while I look up this device\nCustomer: ZH-IXY1D is the model\nHuman Agent: This camera it looks like is on an older firmware, this means the camera does not use any of the newer setups like Zink or QR code yet, The setup that this camera would use is called Smartlink. Once you get the camera online and added though you will be able to update the camera and from that point on it would use the Zink setup. One moment and I will send you the smart link directions for that setup\nHuman Agent: 1.Verify Network Compatibility:\n\nConfirm that the Wi-Fi network you intend to connect the camera/s to, operates on the 2.4GHz frequency.\n\n\n\n2.Access Smartlink Setup:\n\nLaunch the app and navigate to the home page. Tap the plus sign in the top-right corner, then select 'Legacy' and choose 'Smartlink'.\n\n\n\n3.Initiate Installation:\n\nFollow the on-screen prompts. Specify the number of devices you are setting up, then tap the check mark or 'Next'.\n\n\n\n4.Enter Wi-Fi Password:\n\nThe app will prompt you to enter the Wi-Fi password. Please note that the Wi-Fi password is case-sensitive. Tap the next, then wait for the device/s to establish a connection.\n\n\n\n5.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will ask you to assign a name to the device for easy identification.\nCustomer: Okay let me try this. \nHuman Agent: Here are the setups steps, also one question, are you using the meShare app or? which app are you using currently for the setup?\nCustomer: I tried the Meshare app first but it wasn’t working so I tried on the Zmodo app\nCustomer: Should I try those steps on the me share app?\nHuman Agent: Okay, you would want to do this setup on the Zmodo app, its easier for this specific setup\nCustomer: Okay\nCustomer: I’m going to try now on this app\nHuman Agent: When you press the Plus, you would tap on Legacy then tap on the smartlink option and follow the above steps\nCustomer: Okay one second please\nHuman Agent: Okay\nCustomer: Still not working. \nCustomer: D/static_file/4588c42360_1_20250217145501.png\nCustomer: Password is correct. Camera is plugged in right next to the router. \nHuman Agent: Okay, when you did this setup and it said waiting for connection at the end, what color were the lights on the camera?\nCustomer: They go back and forth from blinking green and blinking blue\nCustomer: Right now, every while not trying to set up, it goes back and forth blinking green a few times and then blue. \nHuman Agent: Okay, that means tis trying, then failing to connect to the router when its flashing back and forth while in the setup. Can you one more time go through the setup, but when you get to the page where it asks you to type in the wifi name take a screenshot of that apge and send that to me to review.\nCustomer: Sure\nCustomer: Be right back. \nHuman Agent: Okay\nCustomer: D/static_file/fae09bcc0d_1_20250217145941.png\nHuman Agent: Okay, that appears correct as it should be showing. I would like to have you try checking for something, Do you by chance on the back of this camera see a small pinhole at all sometiems it will say reset and sometimes it will not.\nCustomer: Yes\nHuman Agent: Okay, I would like to have you try doing a quick reset, then after that try this setup again\n\nCustomer: Okay\nHuman Agent: To reset the camera you while its plugged in would incert a pin and hold it for around 30 seconds, you will know its resetting once the camera turns a solid green, when you see that happen you can take out the pin\nHuman Agent: \nIn rare cases it also wont go solid green until the pin is removed, so if after a minute of holding it you still don't see a reaction, take it out then see if the lights react\n\nCustomer: No luck\nHuman Agent: The camera did not react at all?\nCustomer: It reset, but still will not connect after I put in the Wi-Fi password. \nHuman Agent: Okay, lets try one more thing, Instead of the Smartlink setup, try going through the EZlink setup. \nHuman Agent: 1.Verify Network Compatibility:\n\nConfirm that the Wi-Fi network you intend to connect the camera/s to, operates on the 2.4GHz frequency.\n\n\n\n2.Access Smartlink Setup:\n\nLaunch the app and navigate to the home page. Tap the plus sign in the top-right corner, then select 'Legacy' and choose 'Ezlink Devices'.\n\n\n\n3.Initiate Installation:\n\nFollow the on-screen prompts.\n\n\n\n4.Enter Wi-Fi Password:\n\nThe app will prompt you to enter the Wi-Fi password. Please note that the Wi-Fi password is case-sensitive. Tap the next, then wait for the device/s to establish a connection.\n\n\n\n5.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will ask you to assign a name to the device for easy identification.\nCustomer: Okay let me try\nHuman Agent: Here are the steps for that setup, Its telling me that this camera uses smart link setup, but sometimes I have found that the EZlink setup can also work at times. If it still does not work then just let me know\nCustomer: It didn’t work. I’ll try one more time\nCustomer: I got it!!!\nHuman Agent: Hurray! \nCustomer: Thank you so much!\nHuman Agent: Now that the camera is online, you should be able to update it, once updated the camera will no longer use any of these legacy setups and will instead use the setup called Zink, which is much easier to do. \nHuman Agent: Thank you as well, do you have any other questions before we go?\nCustomer: That’s all! Thank you again!\nHuman Agent: Thank you as well, take care and have a beautiful day"]
["Customer: Agent\nCustomer: Precious issue is fixed. I have another camera not connecting with I add the devoce\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Previous issue is fixed. I am trying to add another camera. It times out when I scan the QR code. I tried a couple of weeks ago with no luck and it was pretty cold, today it is 50• out and much warmer. Still times out. I disconnected the power, the light starts as green, turns to flashing blue while I hold up the QR code and then flashes green once and goes back to flashing blue. There is another camera right next to it that is connected fine.\nHuman Agent: Alright, I understand. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/a354b9e2ec_1_20250227172506.jpg\nCustomer: Camera on right is connected, camera on left times out when I try to connect the device.\nHuman Agent: The Device ID is not legible from the picture you sent. Can you send a closer picture or type out the Device ID?\nCustomer: Yep\nCustomer: ZMD19121HA02165\nHuman Agent: Did you receive my previous message letting you know that the Device ID cannot be read in the picture you sent? Can you send a closer picture or type out the Device ID?\nHuman Agent: Thank you. Let me take a look.\nHuman Agent: Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: D/static_file/fb82f59bda_1_20250227173515.jpg\nCustomer: Solid green and I hear click type noises\nCustomer: Now flashing green\nHuman Agent: Does the light change from the flashing green light after a minute? Or does it still stay flashing green?\nCustomer: Stays flashing green\nHuman Agent: Then lets try the setup again. Open the app and tap on Devices and then tap on Add Device. Follow on-screen instructions and the app will ask for your Wi-Fi password. A QR code will be generated. When you get the QR Code on your phone screen, hold the phone screen close to the Zmodo camera lens and slowly pull it back to 8-10 inches or further.\n\nWatch the light in the camera lens closely while you are showing the QR Code to the camera and let me know if it changes at any point while you are showing the QR Code to the camera.\nCustomer: 2 green blinks on the QR code, then 28 blue blinks, 1 green blink, 28 blue blinks, message connection has timed out. Several more blue blinks, now blinking green\nHuman Agent: Alright, if it changes to flashing blue, then that means that the camera is readying the QR Code. Can you send a screenshot of the QR Code that you are showing to the camera?\nCustomer: D/static_file/f909bd8a3e_1_20250227174439.png\nHuman Agent: So there are a few things to check here. First, can you make sure that the antenna is screwed in securely to the camera?\n\nThen go to your Wi-Fi settings and make sure that the network you are connected to is your 2.4 GHz network. When you are connected to your 2.4 GHz network, then you can tap on the settings button next to the network name and tap on Forget this network. That will disconnect you from the network and it will show up in the list of available networks. You can tap on the network and enter the Wi-Fi password to reconnect.\nHuman Agent: Once you are reconnected you can try the QR Code setup again. When you get to the screen in the app asking for your Wi-Fi password make sure it shows the correct Wi-Fi network above where you enter your password since you forgot and reconnected to the network. Then you can tap on the eye icon where you are entering the password to see the password you are entering. Make sure that it matches the password you entered to reconnect to your Wi-Fi network after you forgot the network.\nCustomer: The WiFi hasn’t changed. I had added cameras since having problems with this one. To you want me to unbox another and add it?\nHuman Agent: If the camera is still changing to flashing blue, but does not connect, then you can try unplugging the camera and plugging it in next to the router or Wi-Fi extender that you are trying to connect the camera to. Then move the camera back after you connect it.\nCustomer: And if it still doesn’t work, what are my options?\nHuman Agent: You can setup another camera if you would like to, but that may not help with the setup for this camera.\nHuman Agent: I want to let you know that the Live Chat support will close in 10 minutes. If we run out of time, then I will send you an invitation to schedule a callback appointment.\nHuman Agent: There are several potential options. Restart the router, try another phone or tablet, try the Zink setup, and more.\nCustomer: That’s convenient. I think the problem is with the camera, not the WiFi or router. If I take the camera down and plug it in right next to the router and try to add it as a device and it doesn’t work, what are my options?\nHuman Agent: I would recommend starting at the beginning by doublechecking the antenna and then going to your Wi-Fi settings and making sure that the network you are connected to is your 2.4 GHz network. When you are connected to your 2.4 GHz network, then you can tap on the settings button next to the network name and tap on Forget this network. That will disconnect you from the network and it will show up in the list of available networks. You can tap on the network and enter the Wi-Fi password to reconnect.\nHuman Agent: That Live CHat support \nHuman Agent: That Live Chat support will be closing for the evening. You can tap on Schedule Call if you would like to make a callback appointment. Have a good evening."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: I have changed Internet providers. I have nine cameras mounted outside. How do I re-engage them with my new Internet?\nCustomer: Does that mean I will have to climb up and take the cameras down to do this?\nCustomer: I do not have the QR codes for the cameras. I’ve had them for a long time and it’s going to be virtually impossible for me to scan the cameras. Is there any solution for that?\nCustomer: Set up\nCustomer: Having trouble finding the QR code I also am not sure if I remember my password to meShare\nCustomer: Having trouble on the homepage I cannot find\nCustomer: I can find the + to put a new phone in and I find settings, but I cannot find a login page\nCustomer: When I open the homepage, I get the list of cameras that I have plus arrow for adding a new camera and then I get settings when I get settings I press that and I get a list of cameras if I press the + for the new, adding a new camera it starts with battery power and it asked me to scan the camera for the QR code \nHuman Agent: Hello, my name is Grant. Do you still have the quick guide that came with the cameras?\nCustomer: No, I do not. I’ve had the cameras for a while and they have performed flawlessly.\nI switched from Xfinity wired to Verizon wireless everything else in the house connects fine, but I’m having problems with these cameras\nI’m getting older and I can’t get up to them as easy as I could when I was younger. Is there anyway that you could send me a QR code and I could print it out on a piece of paper and hold it up to the camera and can be done at night if need be I’m running out of time right now. \nCustomer: Also, do I have to change the password for The new Internet and I’m having trouble finding that\nHuman Agent: I can send you a QR Code that you would scan with the app on your phone. Then you would follow the instructions in the app to create the QR Code that you show to the cameras.\nCustomer: I’m thinking it would be easier to delete the camera and reinstate it over again, but I’m not sure if that would be the best idea either I need a little help\nHuman Agent: Do you mean you need to put the new password in the app for the cameras? Or you need to actually change the password to the Wi-Fi network.\nHuman Agent: I can send you the QR code you need to start the set up. What is the best email to send it to? \nCustomer: I’m sorry I had a phone call"]
["Customer: how many cameras can I have hooked up at a time I have 4 but I'm trying to hook up one more \nCustomer: tried that didn't, work\nHuman Agent: Hi my name is Wendy\nCustomer: for some reason it won't let me hook up\nHuman Agent: You can setup as many Zmodo wifi cameras as you would like to the same Zmodo app account.\n\nKeep in mind each 720p wifi camera requires at least 1Mbps upload speed and if the 720p wifi camera has a cloud plan it needs at least 2Mbps upload speed.  If you have 1080p wifi cameras each 1080p wifi camera requires at least 2Mbps upload speed and if the 1080p camera has a cloud plan it needs at least 4Mbps upload speed. \n\nYou can test your upload speed by first connecting your smartphone to 2.4GHz wifi, the same router that the cameras would be setup to, then go to google type \"Internet speed test\", run the test, then check your upload speed. \n\nHuman Agent: The camera you are wanting to setup now, is it brand new? or has it been setup before?\nCustomer: it has been set up before \nHuman Agent: What is the device ID on the camera? The ID will be listed on a sticker on the camera and start with ZMD or GSG\nCustomer: how do I check to see if it is 2.4 or 5. 15z049eg5001coh.  id\nHuman Agent: 15z049eg5001coh is not pulling up any info.  Could you please attach a clear picture of the ID?\n\nYou may have a few different wifi options to connect to.  Sometimes there will be a 5G at the end of the wifi name or 2G at the end so you can tell which wifi channel you are connected to.\nCustomer: where do I send it\nHuman Agent: attach it here or email it to me at support@zmodo.com\nCustomer: ill send it okay sent\nHuman Agent: 15ZD49EG5001C0H uses EZLink setup\nHuman Agent: Make sure your smartphone is connected to 2.4GHz wifi then on the Zmodo app tap on the +sign, choose \"Legacy\", \"EZLink\" setup. Follow the in-app instructions to complete setup.\n\nOnce set up, the camera is on older firmware so you will need to update before you may properly view in the app.\nCustomer: so how do I do that or be better to buy a new one\nHuman Agent: Here are the instructions to setup your camera.\n\nMake sure your smartphone is connected to 2.4GHz wifi then on the Zmodo app tap on the +sign, choose \"Legacy\", \"EZLink\" setup. Follow the in-app instructions to complete setup.\nCustomer: plug in and turn on the devise that's where I'm at\nHuman Agent: you need to go through setup on the app\nHuman Agent: tap on the +sign, choose \"Legacy\", \"EZLink\" setup. Follow the in-app instructions to complete setup.\nCustomer: its Time for a break can't find in-app\nHuman Agent: Okay.\n\nwhat can you not find on the app?\nCustomer: where  is the instructions\nHuman Agent: are you logged into the zmodo app?\nCustomer: yes\nHuman Agent: right across from the word \"Welcome\" you will see a + sign.  tap on that \nHuman Agent: then tap on \"Legacy\", then EZLink devices"]
["Customer: I already have the Zmodo app and is connected to one camera , I brought another camera I used at a different location to use in my current home and would like to connect to my current location . Somehow I cannot get the connection. Gets the message unable to join Zmodo -zap something . What should I do\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Its possible that the caemra does not use the Zink setup, can you send me the cameras Model and ID number, the ID number will start with ZMD or GSG, it also will not have any dashes,spacing, or say FCCID."]
["Customer: Agent\nCustomer: Hi our outside camera is not working \nCustomer: It’s showing a red circle\nCustomer: And a blinking green light \nCustomer: D/static_file/6576aef05a_1_20241220142901.jpeg\nCustomer: D/static_file/87464be6d5_1_20241220142905.png\nCustomer: The green light is blinking\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I’m so sorry I can’t get to the camera it’s too high and I am disabled \nHuman Agent: Okay, we can try to check a few things and maybe figure out what setup the camera uses.\nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: No I don’t see that on my phone wifi settings \nHuman Agent: Is there still a flashing green light in the camera?"]
["Customer: Troubleshooting\nCustomer: yes\nCustomer: Troubleshooting\nCustomer: i did all that\nCustomer: the cameras are still not working\nCustomer: it is blinking green\nCustomer: yes i need help configuring and setting up please\nHuman Agent: Hello, you've reached customer care, my name is Kylie. What color are the lights on the cameras and are they flashing or solid?\nCustomer: flashing green\nHuman Agent: Okay, can you send me the cameras Model and ID number, I will look it up to see what setup options it supports. The ID will start with ZMD or GSG, not FCCID. \nCustomer: D/static_file/8930eb4e90_1_20250210115631.jpg\nCustomer: D/static_file/a3d983e9cf_1_20250210115639.jpg\nHuman Agent: Okay, One moment while I look up this device.\nCustomer: thank you\nHuman Agent: It looks like for this camera it can use the QR code setup or the Zink setup. Can you go through the QR code setup for me, then take a screenshot of the QR code at the end and send that to me, I will review it to make sure there's not an issue with the code generation or how it looks."]
["Customer: Hi Mira. I have problem with my camera, I had to chance the place and now y cannot connect it\nCustomer: I tried but the ZMD_SAP does not connect, it shows no internet \nCustomer: I did it but even it appears it doen't connect to internet\nHuman Agent: Hi my name is Wendy.  The zmd_sap network signal comes from the camera, its okay if it says \"no internet connection\".  Please connect to it and continue with setup\nCustomer: After i do that what should I do?\nHuman Agent: ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step."]
["Customer: Hi, I have an older device and I'm having trouble setting it up \n\nZh-ixy1d\nCustomer: I am having trouble with the zink setup during the stage where I'm supposed to add my Wi-Fi to the device but nothing shows up when prompted\nCustomer: I am also having trouble with the QR setup where my device will not recognize the QR code\nCustomer: How to set up model number ZH-IXY1D\nCustomer: Troubleshooting\nCustomer: Human help\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you send me the cameras ID number? it will start with ZMD.\nCustomer: Hi! I am having trouble setting up my ZH-IXY1D camera. Is this device out of service?\n\nIt won't recognize the QR code and during Zink setup the wifi options won't generate.\n\nThank you\nCustomer: Just a moment\nCustomer: ZMD13G4E2249347\nCustomer: D/static_file/c093e72abf_1_20250106130724.png\nCustomer: That image is from earlier. I don't know if it's helpful or not\nHuman Agent: For that camera it uses the setup called Zink, I will send you the directions for that setup\nHuman Agent: 1.Check Network Compatibility:\n\nEnsure that the W-iFi network you want to connect the camera/s to, is operating on the 2.4GHz frequency.\n\n\n\n2.Access Zink Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the Zink option.\n\n\n\n3.Initiate Installation:\n\nEnter the number of devices you are trying to set up, tap on the check mark or next.\n\n\n\n4.Connecting to the ZMD_SAP\n\nTap on \"Tap Here to begin set up\" follow the onscreen instructions. The phone may warn you this network has no internet.\n\n\n\n5.Wi-Fi Password Entry:\n\nThe app will prompt you to select or enter your Wi-Fi name (SSID) and enter the Wi-Fi password. Remember the Wi-Fi and password are case sensitive.\nCustomer: I have tried that setting and I hit a wall at WiFi\nHuman Agent: Try that setup and let me know if you have any trouble.\nCustomer: See the image\nCustomer: Step Number 5 is where my issue arrises\nCustomer: I guess I'll try ssid if I can figure that out\nHuman Agent: try turning off celular data then connect to the ZMD_SAP netwrok and try again. If the lsit is still empty try clicking the Mnaual setup option instead.\nCustomer: That worked! Thank you for your help\nHuman Agent: Great! no problem, thank you and have a good day."]
["Customer: Live agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Im trying to create a new account because i dont have access to the email on this one but the cameras are not scanning the qr code\nHuman Agent: Okay, when you look at the lights on the cameras what color are they and are they solid or flashing?\nCustomer: There are no lights\nCustomer: Only a blue solid\nHuman Agent: Solid blue lights are an indicator that the camera is connecting to a network. Its possible that the cameras came online but did not add to the account, Can you send me the cameras Model and ID number, I will look it up the device. \nHuman Agent: The model number will start with ZMD or GSG and not have any dashes or spacing. It also will not start with FCCID\nCustomer: I cant reach camera \nCustomer: Is too high up\nHuman Agent: Okay, is this caemera currently tied to this account your contacting from? I wont be able to look up the individual device without the ID number."]
["Customer: Troubleshooting\nCustomer: Ok\nCustomer: Camera won't reset\nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera you are trying to setup or one that was used in the past? can you send me the cameras Model and ID number as well I will lookup info on it. the ID will start with ZMD or GSG on the sticker\nCustomer: D/static_file/37ad5ef584_1_20250306173305.jpg\nCustomer: Had installed previously and I get a solid light then flashing green light intermittent \nHuman Agent: Okay, for this camera it can use the QR code and the Zink setup. Have you tried to go through the QR code setup with this camera yet?\nCustomer: Yes I have \nCustomer: It didn't work \nHuman Agent: OKay, can you go through the QR code setup, then at the end when the code generates take a screenshot and send that to me to review, I can check to see if its generating the code properly.\nCustomer: D/static_file/55102b624f_1_20250306174124.png\nHuman Agent: Okay, I do see something that will greatly impact the cameras ability to read the code, and that is dark mode is on. When dark mode is on it changes the colors and how the code generates and the camera is not able to read the code properly due to this. In your phone settings switch it to Light mode, and also make sure the blue light filter/eye comfort shield is also off if you have that on then go through the setup again to generate a new code and try the setup with the camera. \nCustomer: I did take off the night light but still no luck\nHuman Agent: OKay can you take another screenshot fo the QR code and send it to me. \nCustomer: D/static_file/176baa291b_1_20250306174952.png\nHuman Agent: Dark mode is still on in that screenshot. Dark mode is a setting option in your phone settings you would would have to switch to light mode, I can tell its still on because the background is dark, With light mode the background wont be that way and it will be white. Go to your phone settings, click the search at the top, they look up Display, click on display then look for the dark/light options for the mode and select the light mode instead. \nHuman Agent: Also We will be closing at 6PM central time which is in 8 minutes. I can follow up via email if you prefer, Send a callback scheduler so you can schedule a callback for tomorrow, what would you like to do?\nCustomer: D/static_file/027d3b249a_1_20250306175704.png\nCustomer: Still won't work \nHuman Agent: Did you see my previous message about closing hours?\nHuman Agent: We are currently unavailable for live chat support, but you can reach out to us via email support@zmodo.com. Our new hours of availability are:\n\nMonday to Friday: 9am to 12pm and 1pm to 6 pm CST\nExcluding Holidays\n\nYou may also contact the chat outside of our hours again to speak to our AI chatbot Mira who can assist with some troubleshooting. I've also sent a callback scheduling form where you can click the button in the chat in order to schedule a callback for a future date if you'd prefer.\n\nThank you for understanding."]
["Customer: Cannot setup camera \nCustomer: Help setup\nCustomer: LED green then no light \nCustomer: Green light how to connect to wifi\nCustomer: Agent\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I cannot access the camera it’s too far I am disabled \nCustomer: I just wanted to change the wifi connection because I switched wifi services \nCustomer: I was able to update 4 of my 6 cameras\nCustomer: Only the ones in the kitchen and driveway will not connect now\nCustomer: I have unplugged and re plugged devices \nHuman Agent: Okay, what light do you see on the camera?\nCustomer: D/static_file/e17f1dbc9c_1_20241219174247.png\nCustomer: This is the camera in the kitchen \nCustomer: No light \nCustomer: D/static_file/ec038a7bbd_1_20241219174347.jpg\nHuman Agent: There will be a green or blue light on the camera when it is powered on. Can you unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: When I plug it in the light is green and then a red light appears next to it and then the green solid and then it goes off completely \nHuman Agent: Can you watch the light for a minute and let me know if it starts flashing green?\nCustomer: Watch my camera now?\nHuman Agent: Yes, look at the camera and let me know if the light changes to a flashing green at any point.\nCustomer: I’m looking at it now no flashing green lights has appeared and there is no light at all\nCustomer: Should I unplug and try again\nHuman Agent: That is why I said watch it for a minute and let me know if it changes at any point. As it may be changing between flashing green and flashing blue. But it would not be flashing green for very long, so you would watch it to not miss the change.\nHuman Agent: If it does not change, then it may be connected to a Wi-Fi network. Do you still have your old router or any Wi-Fi extenders?\nCustomer: I paused the other wifi it was connected to\nHuman Agent: Okay, do you still have your old router or any Wi-Fi extenders?\nCustomer: Yes\nHuman Agent: Can you unplug your old router?\nHuman Agent: While the router is unplugged you will want to look at the light on the camera and see if it changes at any point to flashing green.\nHuman Agent: I want to let you know that the Live Chat support will close in 9 minutes. If we run out of time, then I will send you an invitation to schedule a callback appointment.\nCustomer: It’s flashing green now \nCustomer: I unplugged the old router\nCustomer: It stopped flashing \nCustomer: It keeps flashing green and stopping g\nHuman Agent: Alright, and it may change back to flashing green. If it changes back and forth, then that means it was connected to that old router and you can now do the QR Code setup since it is disconnected.\nCustomer: Let me try\nCustomer: Okay the kitchen one is working now\nCustomer: Only one more left that’s the drive way \nCustomer: D/static_file/ed32984280_1_20241219180034.jpg\nCustomer: It’s showing this red light and flashing green \nHuman Agent: The Live Chat support is closing for the evening. You can tap on Schedule Call to make a callback appointment if you would like.\nHuman Agent: The Live Chat support is closing for the evening. You can tap on Schedule Call to make a callback appointment if you would like."]
["Customer: Is there a way to reset the wireless camera, I have moved from original location of where camera was installed, different WiFi and the cameras have not been active for over a year \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you would like to set up? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \nCustomer: I did that and it didn’t work, I don’t have any of the paperwork or the QR code, I tried scanning the bar code on the unit, it starts to install but when I get to the part with a QR code to scan with the camera it never recognizes the code\nHuman Agent: What is the ID of the camera you would like to set up? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \nCustomer: 1) ZMD24GCH4209479, 2) ZMD24GCH4209417\nHuman Agent: Thank you. These would indeed use the QR setup. I'll send instructions for it below along with the QR code used to access the setup. These instructions will have a bit more information so they may help you through, but if not, the end of the instructions I have instructed to send a screenshot of the QR code you use for me to check if it does fail which we can use to troubleshoot further. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and scan the QR code below when prompted. \n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\n\nHuman Agent: D/static_file/042ddbff9d_1_20240918093531.png\nCustomer: ZMD24GCH4209479, 2) ZMD24GCH4209417\nHuman Agent: Okay, did you see my previous replies?\nCustomer: Just the one asking for the ID number which I gave you the number of both cameras \nHuman Agent: Okay, I'll resend my messages. \n\nThank you. These would indeed use the QR setup. I'll send instructions for it below along with the QR code used to access the setup. These instructions will have a bit more information so they may help you through, but if not, the end of the instructions I have instructed to send a screenshot of the QR code you use for me to check if it does fail which we can use to troubleshoot further. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and scan the QR code below when prompted. \n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nHuman Agent: D/static_file/9c588a67bc_1_20240918094439.png\nCustomer: Ok, I will try it again, that seems to be the same steps that I did a few different times, is the QR code that you sent me the initial code to use when I start the install\nCustomer: I just sent you a reply \nHuman Agent: Yes, it is the code used to access the setup. The instructions note to send me a screenshot of your QR code if it fails. \nCustomer: Ok, thank you, I will send you the QR code if it fails \nHuman Agent: Okay, thank you. \nCustomer: Yes\nHuman Agent: Were you able to get a screenshot of the QR code after trying again?\nCustomer: It won’t let me send the screen shoot of the actual code it converts it to my user name and password of me internet. Do you want me to send that\nCustomer: Yes just sent reply \nHuman Agent: You should be able to use the file icon to send a picture. If you have trouble with that, you may also send it via email or text if one of those would be easier for you. If so, let me know which and I can let you know where to send it. \nCustomer: How about text\nHuman Agent: Sure, the number you can send the screenshot to is ‪(508) 506-1880‬\nCustomer: Sent\nHuman Agent: Thanks. The QR code itself looks good. Is the network you're using a 2.4Ghz network?\nCustomer: Did you receive it\nHuman Agent: Yes, I had replied with \"Thanks. The QR code itself looks good. Is the network you're using a 2.4Ghz network?\"\nCustomer: Yes, I have 4 cameras total, 2 have been working for sometime with no issues and the 2 others haven’t been hooked up for awhile \nHuman Agent: Okay, please go to the wifi settings on your phone, forget your wifi network, then when it reappears, tap on it to reconnect. You will need to enter your password again to reconnect. Please let me know if you're able to reconnect successfully after entering your password again. \nCustomer: I deleted the connection and re connected the connection and put the password back in. I’m back on line\nHuman Agent: Okay, and that is the same password you were using when going through the setup with the cameras? If so, could you try restarting the router, then go back through the setup again once the router is back up?\nCustomer: Yes and I replied \nCustomer: Are you there\nHuman Agent: I have not gotten a reply to my message of \"Okay, and that is the same password you were using when going through the setup with the cameras? If so, could you try restarting the router, then go back through the setup again once the router is back up?\"\nCustomer: Yes it’s the same password \nHuman Agent: Okay, have you restarted the router and gone back through setup once it is back up?\nCustomer: It’s restarting now \nHuman Agent: Okay. \nCustomer: The router just came back up, so It tied setup again and I get the same thing it says it timed out and Check the password. I checked it and it’s correct but still won’t connect \nHuman Agent: Okay, was the indicator light going to a flashing blue when you showed the QR code?\nCustomer: Yes\nHuman Agent: Okay, and this is your only network of yours you see when you are in your wifi settings of your phone? Or do you have any other wifi networks that are yours?\nCustomer: I have another network with a different company but it’s not used for anything but my tv service, internet is not used.\nHuman Agent: Okay, and the other two are on this same network you're trying to set these up onto? Are the cameras you're trying to setup in the same room as the router with the antennas on?\nCustomer: Did you get my response \nHuman Agent: Yes, I said \"Okay, and the other two are on this same network you're trying to set these up onto? Are the cameras you're trying to setup in the same room as the router with the antennas on?\"\nCustomer: Yes that’s correct \nHuman Agent: Okay, we've tested the password, it sounds like the devices are reacting to the code, they're close to the router, so as long as it's a 2.4Ghz network and there are no other settings on the router that might be preventing them from connecting then they should be able to connect. Are you using an Android or an iPhone?\nCustomer: iPhone \nHuman Agent: Okay, there is an app we can use to test the network to confirm it is 2.4Ghz called AirPort Utility. Once downloaded you can open your phone's settings, go to AirPort Utility listed there, and then turn on the Wi-Fi Scanner option. Once that is on you can launch the app, hit the Wi-Fi Scan option in the top right, then the Scan option in the top right of the next page. That will then start scanning nearby networks. You'll want to locate your network in the list and make sure it's channel is listed as a number between 1 and 11. \nCustomer: Ok working on it\nHuman Agent: Okay. \nCustomer: It found my network and it is on channel 1\nHuman Agent: Okay, that is definitely 2.4Ghz in that case so it should be able to connect if the cameras are reading the code since we've already tested password, so long as there are no issues with router settings. Do you have anything like mac filtering set up on your router? \nCustomer: No\nHuman Agent: Is this device connected directly to the wall outlet with the provided power cable? \n\nHuman Agent: Is this device connected directly to the wall outlet with the provided power cable?"]
["Customer: Is there a phone number I can call to get help hooking up my cameras\nCustomer: It is green blinking off and on\nHuman Agent: Hi my name is Wendy.  What type of cameras are you wanting to setup?  Are they Zmodo wifi cameras?\nCustomer: Yes \nHuman Agent: I just sent you an invite so you can schedule a callback.\nCustomer: Can you do it again\nHuman Agent: I just sent the invite again.  \nCustomer: It's asking me for an IP and when I don't put the numbers that's on the Bermuda it doesn't go through is there any way that you can help me hook up my cameras\nHuman Agent: Sure.  The cameras you are wanting to setup are they new? or have they been setup before?\nCustomer: They are new\nHuman Agent: What are the models?\nCustomer: D/static_file/44a24a36a0_1_20250116144246.jpg\nCustomer: D/static_file/50788107eb_1_20250116144338.jpg\nHuman Agent: ZMD19H3I8D24753 can use Zink or QR code setup.  The indicator light is blinking green right?\nCustomer: Yes \nHuman Agent: First turn lights on, open blinds, make the room you are in as bright as possible.\n\nGo to your phone's settings for wifi and make sure your phone is connected to 2.4GHz wifi\nHuman Agent: Then follow these steps to setup the camera.\n\nZmodo QR code instructions: \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\n***The camera should be next to your router during setup, 5ft or less to your router***"]
["Customer: Set up\nCustomer: One of the two Minis has a blue light and I can get it to Green flashing so I can connect it\nCustomer: Troubleshooting\nCustomer: The mini as a blue light and not a flashing green light\nCustomer: Troubleshooting\nCustomer: The many with the blue light is not showing up on the app\nCustomer: Troubleshooting\nCustomer: Need a human being\nCustomer: One of my minis connected the other one has a blue light but does not show anywhere on the app\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the camera with the solid blue light's ID? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. The cameras on your account would not be able to use the Zink setup and would instead use QR setup. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: My cameras are not working how can I reset them I can't see the images?\nHuman Agent: Hello, my name is Grant. To set up the cameras on your account you will use the QR code method. Open the app and tap on Devices and then tap on Add Device. Follow on-screen instructions and the app will ask for your Wi-Fi password. A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Thanks\nCustomer: I just purchased and moved into a home that has two of your Zmodo cameras installed and looking into what’s needed to get them connected to my wifi\nCustomer: What type of camera do I have \nCustomer: It’s not on my app\nCustomer: Human\nCustomer: D/static_file/17e6ee3816_1_20241122110642.jpeg\nCustomer: D/static_file/beff2d0398_1_20241122110701.jpeg\nCustomer: These are the two cameras that are on my new house that I moved into.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you able to perhaps see the stickers Model number? there's also another number on the sticker that starts with ZMD that I will also need to look up these cameras. \nCustomer: Yes I have both, one sec\nHuman Agent: Okay\nCustomer: D/static_file/219287d095_1_20241122110854.jpeg\nCustomer: D/static_file/ef71adc5de_1_20241122110902.jpeg\nHuman Agent: Okay, let me look up both of these cameras, one moment\nCustomer: Thanks\nHuman Agent: These are 1080P indoor outdoor cameras, they may use a setup called QR code, or Zink for setup. They are not bound to anyone's account currently so you can reboot the cameras by unplugging and plugging them in then go through the setup to add them to your account and use them. \nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your Wi-Fi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space in-between. The camera will automatically scan the QR code.\nCustomer: Great thanks for the assist\nHuman Agent: No problem, if you have trouble with the setup at all just let me know or you can contact us again for further support as well. \nCustomer: Looks like it’s hardwired?  Where/how do I unplug it?\nCustomer: Hi"]
["Customer: The firmware on an older camera won't update\nCustomer: -1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like the only camera on your account is offline so it would need set up before it can be updated. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: Hello \nCustomer: 2 of my cameras can't connecting \nCustomer: I did all before I contact for help\nCustomer: I still can't connect \nCustomer: Connection time out\nCustomer: I have other 2 same  network \nCustomer: I need help to get connect\nCustomer: If not, I will cancel those 2 sy\nSubscription \nCustomer: I paid 4 devices for the whole year\nCustomer: I need to speak with a live person \nCustomer: Hello \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you referring to Front and Garage? What is their current indicator light status? I'll need to know the color and whether or not they are blinking. \nCustomer: Yes\nCustomer: Blue\nHuman Agent: Okay, flashing or solid? \nCustomer: Front is blue\nHuman Agent: Okay, flashing or solid? \n\nCustomer: Flash \nCustomer: Now green\nCustomer: Blue\nHuman Agent: Okay, please use something small to hold in the reset button on the back until the cameras restart. Once restarted, please follow these instructions. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\n\n\nCustomer: Flashing green\nHuman Agent: Okay. \nCustomer: Where is the small hole\nHuman Agent: On the back of the camera. It may be labeled RST or Reset. \nCustomer: I did \nHuman Agent: Okay."]
["Customer: I need some additional help please.\nCustomer: I WOULD LIKE TO CHAT WITH A LIVE AGENT PLEASE\nHuman Agent: How can I assist you?\nCustomer: I have been trying all afternoon for the last three house to get the surveillance cameras back online.  I changed internet providers.  Here is where I am.  I have four cameras.  I have three of them back online on my phone.  I cannot get the last one to hook up.  And I have the same screenshot on all four quadrants of the inhouse monitor.\nHuman Agent: Could I have the device ID of the camera you are still trying to get back online?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: OK.  It will take me a few minutes.  It is mounted under the eave of the back garage.  I will hurry.\nCustomer: ZMD15JTDA007879\nHuman Agent: That camera will use the QR Code setup. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween\nCustomer: OK.  Let me try that.  \nCustomer: OK.  That one is not connected to my phone.  Now if I can just figure out how to get the pictures on the monitor I will have achieved the set up.  How do I do that.  I have the same picture in all quadrants.\nHuman Agent: You need to delete the duplicate devices in the channels in the Device Management on your NVR so that the other cameras can be connected to the NVR.\nCustomer: They all show the same IP address.  Everything is the same in all spaces except for the Channel.\nHuman Agent: Yes, that means it is the same camera in each channel. That is why you see the same image in each channel.\nHuman Agent: You need to delete the duplicate devices in the channels in the Device Management on your NVR so that the other cameras can be connected to the NVR.\nCustomer: OK.  Did that and now I have correct pictures.  You are so sharp and I greatly appreciate your help.\nHuman Agent: You're welcome. Do you have any other questions?\nCustomer: I am so glad to have all this done.  It's been a chore for an illiterate technological person like me.  Thank you again.\nHuman Agent: You're welcome."]
["Customer: How do I change my WiFi password in the app? \nHuman Agent: Hello, you've reached customer care, my name is Kylie. To reconnect the cameras to the internet you would go through the setup again to get them back online again."]
["Customer: Customer care agent\nHuman Agent: How can I assist you?\nCustomer: Hi Grant, I'm having some issues connecting my cameras\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I don't see any barcode or white sticker on it\nHuman Agent: What information do you have on the cameras?\nCustomer: Listen, these cameras use to be connected but I changed my internet provider\nCustomer: I got one of the cameras connected but i have other 3 \nCustomer: And I couldn't get them connected\nHuman Agent: I understand that they were connected and you changed your internet provider. All of our Wi-Fi cameras have stickers on them with device information. It will have Model information and Device ID information. I would need that to look up the camera.\nCustomer: I see the sticker is on the bracket, but they are hard to read\nHuman Agent: You can try taking a picture of it and zooming in on the picture or send it to me here in the chat.\nCustomer: Ok, let try that\nCustomer: D/static_file/e5ff394dab_1_20240930165435.jpg\nHuman Agent: Thank you. That camera is already connected to your Wi-Fi network, so you will want to try to add it to your account with a LAN Search in the app. \nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: Yes, they are connected to the old internet service, I need them on the new one\nHuman Agent: Then you would want to unplug the old router from power and the cameras will disconnect and then you can set them up on the new network.\nCustomer: Ok, I will try that \nCustomer: Is that true that these cameras won't work with 5 G ?\nHuman Agent: The cameras connect to the 2.4 GHz network. Routers are able to make both 2.4 GHz and 5 GHz networks.\nCustomer: I'm asking it because my new internet service is from t-mobile 5g\nHuman Agent: That means your router connects to the 5G cellular service to give you internet. That is different from the 2.4 GHz and 5 GHz Wi-Fi networks.\nCustomer: So, will thar work ?\nCustomer: I have one of the cameras connected to that network\nHuman Agent: Yes, as I said, routers are capable of making both the 2,4 GHz and 5 GHz Wi-Fi networks.\nCustomer: Okey dokey\nCustomer: Thanks\nHuman Agent: You're welcome."]
["Customer: I can't get my cameras to scan a qr code\nCustomer: Still can't get it to connect \nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I'm just going to order new cameras this is a joke \nCustomer: I loved these cameras they were easy to work and now they don't work at all I've tried everything \nHuman Agent: I would be happy to help you troubleshoot the cameras. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Yes I'll send you a picture is that ok?\nHuman Agent: That is fine.\nCustomer: D/static_file/37e8a06454_1_20250304164628.jpg\nCustomer: D/static_file/60ef0f9b3b_1_20250304164721.jpg\nCustomer: That's the best I could get \nHuman Agent: Which camera do you want to start with?\nCustomer: First one\nHuman Agent: Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Green\nHuman Agent: Is the light solid green or flashing green?\nCustomer: Solid\nCustomer: Now it's flashing green\nCustomer: I'm sorry it's raining here so it's a job to see what it's doing\nHuman Agent: Alright, if it stays flashing green, then lets try the QR Code setup again. When you get the QR Code on your phone screen, then hold the phone screen close to the Zmodo camera lens and slowly pull it back. Watch the light closely in the camera lens and let me know if it changes from the flashing green at any point.\nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the camera?\nCustomer: D/static_file/a30201fdcf_1_20250304165520.jpg\nCustomer: Not working \nHuman Agent: Can you hold the phone screen close to the Zmodo camera and slowly pull it back? Then watch the light closely and let me know if it changes from the flashing green at any point in time. It may only change briefly, so you would want to watch it closely.\nCustomer: It's flashing from green to blue that's all it's doing\nHuman Agent: The light changes to blue when you show the QR Code to the camera? Or is it flashing green with a blue light behind it constantly?\nCustomer: It's just a constant green flash with blue behind it\nHuman Agent: Okay, that means that the camera is connected to a Wi-Fi network, but it is not getting internet access. Have you changed your router, Wi-Fi name and password, or internet provider recently?\nCustomer: Yes today\nHuman Agent: What did you change today?\nCustomer: A new internet provider \nHuman Agent: Okay, and do you still have your old router or any Wi-Fi extenders that you used with the old network?\nCustomer: Nope\nHuman Agent: Alright, then can you unplug your new router and check the light in the camera with the router unplugged? We want to see if it still has the blue light in the camera or if it changes to just flashing green.\nCustomer: It's running my kids computers for home school right now\nHuman Agent: Then are you able to check your router settings to see if the cameras are connected to that network?\nHuman Agent: Or you can go to your Wi-Fi settings to see if you see your old Wi-Fi network listed there.\nCustomer: Okay hang on\nCustomer: No they arnt connected\nHuman Agent: Based on what you have told me about the light in the camera, the camera is connected to a Wi-Fi network. If you go to your Wi-Fi settings, do you see any other networks that you recognize?\nCustomer: Nope\nHuman Agent: Then the next step would be unplugging the router and checking the light in the camera and then if the light changes to just flashing green with no blue light in the camera, plugging the router back in to reboot it. If the light is still a flashing green with a solid blue light when the new router in unplugged, then that means there is a Wi-Fi extender or old router plugged in to power, but not connected to the internet somewhere that the camera is connecting to."]
["Customer: Set up\nCustomer: I got new internet and need to no how to switch over \nCustomer: Can I speak to a live agent to walk through the process \nHuman Agent: You will want to connect the cameras with the initial setup method to connect to the new network. The cameras on your account will use the Zink setup method.\nCustomer: How do I do that \nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: Can I have a call with live agent \nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: I got the internet set but the cameras are still not working \nHuman Agent: You would need to setup the cameras with the Zink setup method.\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: My device is not connecting to the WI. Fi I tried for hours\nCustomer: I tried all that still not connecting\nCustomer: How do I reach out to your agent\nCustomer: Agent\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/60076d9cdc_1_20250305135758.heic\nCustomer: 12jqbc201041\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Flashing green light\nHuman Agent: Could you please check your phone's Wi-Fi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: It's not there\nHuman Agent: Is your phone within a foot or two of the camera?"]
["Customer: How do I reconnect the camera to wifi\nCustomer: I don't remember how to\nCustomer: Connect to wifi\nCustomer: -1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. \nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Customer service \nCustomer: Hi Marcela \nCustomer: I am unable to setup my camera using Zmodo app \nCustomer: I am trying to do with QR scan \nCustomer: Are you there ? \nCustomer: Hellllooooo \nHuman Agent: Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: Ok\nCustomer: D/static_file/9ad4a509d4_1_20240920111144.jpg\nCustomer: This is my camera which I am trying to connect \nCustomer: Its ZMD13IPE2001217\nCustomer: Are you still there ? \nCustomer: Hi I am still here waiting for your response \nCustomer: I gave you device ID\nHuman Agent: Sorry for some reason your messages are not coming in right away\nCustomer: Shall I resend my messages again ? \nHuman Agent: No they come in they are just delayed. Especially if you send alot of messages at once. \nCustomer: My device ID is ZMD13IPE2001217\nHuman Agent: Was this camera online and linked to your account before? \nHuman Agent: Is the light solid green or flashing green? \nCustomer: This is for the first time i am linking to  my account flashing green light\nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\n\nCustomer: ok let me check\nCustomer: yes, i can see it\nCustomer: what do you want me to do tell me little bit fast, your response is very slow\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\n\nCustomer: done\nCustomer: now device is getting updated\nCustomer: with current version\nHuman Agent: Okay \nCustomer: so is setup process done?\nHuman Agent: Once its updated if you need to set up in the future it will be set up via the QR code method instead. It was just on firmware meaning it needed to be set up via Zink\nHuman Agent: Yes\nCustomer: ok\nCustomer: its is saying that updated successfully\nHuman Agent: Excellent you should be able to see the camera live\nCustomer: Yes i can see live video Thank you\nCustomer: you have solved my problem\nCustomer: i have one more question why am i not able to see the video clearly?\nCustomer: in any camera\nCustomer: i mean how to adjust the focus of camera?\nHuman Agent: Can you send me a picture of what you mean? \nCustomer: D/static_file/50bf09d714_1_20240920114006.png\nCustomer: D/static_file/7d1cedaa66_1_20240920114019.png\nCustomer: It was giving me the clarity what I use to get before \nCustomer: have you got the picture?\nHuman Agent: Yes thank you\nHuman Agent: There isn't any setting to change the clarity other than the HD and LD switch which it looks like you have it on HD\nCustomer: yes after HD it is giving me this clarity\nCustomer: ok then thats fine\nCustomer: Thank you for your help\nCustomer: bye for now\nHuman Agent: Okay I hope you have a great day!\nCustomer: you too"]
["Customer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  It looks like your having some trouble with there setup, are you trying to set up a new camera or reconnect a device that was online/setup in the past?"]
["Customer: Live agent \nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: My camera won't scan the qr code\nHuman Agent: What is the ID of the camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \n\nAlso, could you send a screenshot of the QR code generated in the app?"]
["Customer: Set up\nCustomer: Can I get some one on the phone to assist me \nCustomer: Agent \nCustomer: Hello \nHuman Agent: How can I assist you?\nCustomer: I’m trying to link my new pivot to my account and am having issues \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD12GF15226970\nHuman Agent: Alright, can you unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: Blinking green light \nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Okay have it in that\nHuman Agent: You do see the ZMD_SAP network?\nCustomer: Yes and I turned it on \nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: I tried all of that it would be nice if I could speak to you instead of texting \nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: Thank you I scheduled an appointment for tomorrow at 1-2p\nHuman Agent: You're welcome.\nCustomer: Merry Christmas and a happy new year"]
["Customer: Troubleshooting\nCustomer: Hello\nCustomer: I am trying to connect my camera to my app and I cant\nCustomer: I can see my camera on my wifi \nCustomer: I deleted the camera from my app\nCustomer: The app doesn’t see it \nHuman Agent: Hi my name is Wendy.  Please provide the device ID on your camera. Check the sticker on the device, which might start with ZMD or GSG.  \n\nCustomer: Ok\nCustomer: D/static_file/7c43304c30_1_20250123142845.jpg\nHuman Agent: ZMD16FFI7200195 thanks.  Is the indicator light solid blue right now?\nCustomer: I see it solid blue\nHuman Agent: Are you wanting the camera connected to email mfernandez4332@gmail.com?\nCustomer: And I can see it on my wifi devices \nCustomer: On my network \nHuman Agent: Are you wanting the camera connected to email mfernandez4332@gmail.com?\nCustomer: Yes\nHuman Agent: One moment\nHuman Agent: ZMD16FFI7200195 has been bound to your account.  If you refresh the app screen or log out and back in again you will see it on your account.\nCustomer: Thank you!\nHuman Agent: You're welcome!"]
["Customer: Troubleshooting\nCustomer: My device is no longer on my device list \nCustomer: And I can’t set it up through zink\nCustomer: That did not work either \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you trying to set up the camera with the ID ZMD17AFI8205535?"]
["Customer: Troubleshooting\nCustomer: that didnt work May I please talk to someone on the phone?  Your web site indicates I can but you give us no phone number\nCustomer: agent\nHuman Agent: Hi my name is wendy\nHuman Agent: Please let me know in more detail what questions you have.\nCustomer: We have done everyting asked of us and our cameras still wont work.  \nHuman Agent: Are you trying to setup cameras? what are the device IDs?\nHuman Agent: the device ID will be listed on stickers on each device and start with ZMD or 1 or GSG\nCustomer: zmd17jtih800377\nCustomer: 800270\nHuman Agent: ZMD17JTIH800377 is connected to da---@gmail.com  Are you able to login to this account?\nCustomer: 800899\nHuman Agent: The cameras are connected to da---@gmail.com  Are you able to login to this account?\nCustomer: please tell me how?\nHuman Agent: How to login?  On the Zmodo app login screen you would need to enter the gmail email and the password for the account\nCustomer: when i open the app there is no login it just pops up\nHuman Agent: Could you please provide a screenshot of what you are looking at?\nHuman Agent: Do you mean you are already logged in?  Do you see the 3 cameras listed on the home screen?\nCustomer: yes im logged in.  i had 4 cameras but deleted one trying thinking that might help but now can't even get that one back\nHuman Agent: Are the indicator lights on the 3 cameras blinking green right now?\nCustomer: yes all 4\nCustomer: I hold the phone pointing the qr code to the camera and nothing happens\nCustomer: it only flashing green the whole time \nCustomer: go to app first then location services?\nCustomer: its on \"while using app\"\nCustomer: green\nCustomer: I just switched to verizon.  When I go the wifi in settings it won't tell me what the GHz is\nCustomer: I my GHz is too high 5G then nothing will work?\nCustomer: okay thank you."]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the easiest to reach camera you are trying to set up? The ID starts with ZMD and it can usually be found on a sticker the bracket or camera under a barcode."]
["Customer: Troubleshooting\nCustomer: My camera won't connect to my new wifi\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: My cameras are mounted high I might just only have 1 ID there are 4 cameras \nHuman Agent: Alright, lets start with one camera.\nCustomer: Ok one moment\nCustomer: ZK8BFS23NM\nHuman Agent: That is the FCC ID, not the Device ID. It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I found it I'm writing them down\nCustomer: ZMD17K8IH8000581\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: I can't the cameras are mounted very high\nCustomer: Is that the only way to connect to a new wifi\nHuman Agent: Could you please check your phone's Wi-Fi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Yes I can locate it\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home Wi-Fi network name (SSID) and Wi-Fi password. Afterwards, you will need to connect your phone back to your home Wi-Fi network to access the camera.\nCustomer: Ok I will try now\nCustomer: D/static_file/e3458c7a4d_1_20250120164301.jpg\nCustomer: This is what I keep gettting\nHuman Agent: You need to turn off your Mobile Data or Cellular Data. You will also want to unplug the other cameras that you are not currently trying to setup.\nCustomer: Ok i will turn off my mobile data but I can not unplug any of the cameras because they are mounted very high\nHuman Agent: Okay, you can try that, but if it still does not work, then you would want to unplug and plug back in the camera to restart it.\nCustomer: I can not unplug the cameras because they are mounted very high I can not reach them to unplug them\nHuman Agent: Then you can try using another phone or tablet. You can also try the QR Code setup, but that would also require you to get to the cameras.\nCustomer: D/static_file/7bacec8bb4_1_20250120165224.jpg\nCustomer: Can I do a Manual Setup that  is just above the tick\nHuman Agent: Yes, you can try that. When you tap where it says WiFi Name, what do you see?\nCustomer: Wifi name and password\nHuman Agent: It says \"Wifi name and password\" when you tap where it says \"WiFi Name\" on the last screenshot you sent?\nCustomer: It shows up blank lik3 on the 1st screen shot I sent\nHuman Agent: Okay, and your Mobile Data is turned off?\nCustomer: Yes it is\nHuman Agent: Then you can try Manual Setup. If that does not work, then you can try using another phone or tablet. You can also try the QR Code setup, but that would also require you to get to the cameras.\nCustomer: Ok I will try\nCustomer: I am getting very stressed.....I know you're trying your best to assist\nCustomer: Still did not work\nCustomer: I just don't understand why it's so difficult \nHuman Agent: The cameras may just need to be restarted. Just like any other electronic device, restarting them will often help. I would strongly recommend restarting the cameras if the setup is still not working.\nCustomer: Ok I will have to wait to get someone to do that for me they are too high I need a ladder\nHuman Agent: I understand. You can always contact us again when you are able to get to the cameras if you need assistance. Do you have any other questions?"]
["Customer: I didn't have any success with zink.  \nCustomer: I'm not finding a ssid \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Now I will have to get this done in about an hour.  I have some plumbers here now. \nCustomer: Can you send the instructions to my email?\nHuman Agent: Sure, to this one? fbv50260@yahoo.com\nCustomer: Yes \nCustomer: Thanks a lot  Dillon!\nHuman Agent: No problem. I just sent it over so you can check if you got it when you have time. \nCustomer: I'll be in touch!\nHuman Agent: Okay, have a good day!"]
["Customer: Can't connect cameras.\nCustomer: -1\nCustomer: All cameras are lit\nCustomer: I need to chat with a person\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: D/static_file/5110f83f9a_1_20240918110609.jpg\nHuman Agent: Which one is the easiest one to reach? \nCustomer: Pick one. I have 6 of the 8 plugged in and all have blue or red lights. I had to remove all and they are all in front of me.\nCustomer: The only ones not plugged in end in 029and 296\nCustomer: Yesterday I deleted all cameras from previous system and set up a new account so I'm starting new\nHuman Agent: Okay for ZMD17A2I7208296\tTo check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: That's 296 which is not plugged in. \nLet's try the one ending 4528\nCustomer: 4528 is solid blue\nHuman Agent: I do not see one ending in 4528, do you mean 4534 named barn? \nCustomer: ZMD19A4IH514528\nHuman Agent: Can you press the plus sign on the top right down at the bottom select the option that states \"Wired camera or wifi camera already solid blue? tap here to add it\" tap there and let me know if it shows the camera/s.\nCustomer: Don't know how to get back to that page without losing this page\nHuman Agent: You can always return to the chat window or if you have another phone or tablet with the app you can try it on that device. \nCustomer: I do not have another phone or tablet.  \nI did press the plus sign but nothing that you referred to was there\nHuman Agent: Are you using the Zmodo app? \nCustomer: I think it's done??? Do I really need a password for every camera\nHuman Agent: You do not need to set one for every camera\nCustomer: Ok. That one camera is in my system. Do you and I need to do this for all 6 that I'll be using?\nCustomer: Or can I do it myself\nCustomer: What if the light are solid red\nCustomer: All of the older cameras are solid red\nHuman Agent: You can do it yourself if they are solid blue. \n\nHuman Agent: For the solid red cameras can you try to add more lights to the area to get those red lights to turn off. \nCustomer: Do the older ones no longer work with your system. They worked fine yesterday\nCustomer: Add more lights?\nHuman Agent: Yes the red lights are the night vision lights. They should still work. \nHuman Agent: But we need either a green or blue light to determine the status\nCustomer: I am shining a bright flashlight at one of them that's red and nothing is changing. I am also sitting in my kitchen under bright lights\nHuman Agent: Can you unplug the camera, wait 30 seconds then plug it back in. Let me know if you see any lights after? \n\nCustomer: Ok\nCustomer: I see a tiny green light on the one I unplugged\nCustomer: Now it has turned red\nHuman Agent: Could I have the ID off that camera? \nCustomer: Looking at my screenshot it ends 0118\nCustomer: ZMD13E8EC000118\nHuman Agent: That one is showing online on our end. Can you try the solid blue search again? \nCustomer: Device Not found\nHuman Agent: Okay I can try to add it from my end since its online, what would you like it named? \nCustomer: Cat room\nCustomer: Sorry cat room entry \nCustomer: It appears that I need to have you walk through each camera that I need to add as after I try to find the other ones that are solid blue they are not showing up\nHuman Agent: Okay can you close the app and open again let me know if you see it\nCustomer: Yes it's there but when I tried to add others that are solid blue, it shows no devices found on the LAN\nHuman Agent: Could I have the other ID? \nCustomer: ZMDI3E85C001785\nCustomer: Name:cat room back\nCustomer: This one is red\nHuman Agent: Can you double check that ID, it does not bring anything up. \nCustomer: ZMD13E8EC0001785\nHuman Agent: Nothing \nHuman Agent: Can you send a picture of the ID sticker? \nCustomer: Here's a different one which is also red\nZMD13E9EC000768\nHuman Agent: Okay this is one I can add as its online. What would you like it named? \nCustomer: D/static_file/84c3e53a73_1_20240918115401.jpg\nCustomer: Carport\nHuman Agent: Okay I was able to add that. Can you let me know if you see it? \nCustomer: It's not on the list\nHuman Agent: I was able to find ZMD13E8EC001785\nHuman Agent: What would you like it named? \nCustomer: Cat beds\nHuman Agent: Okay can you try to view it \nCustomer: It not on the list\nHuman Agent: Please close the app and open it again. \nCustomer: How do I get back to you if I close the app\nHuman Agent: Just tap on me, then chat after opening the chat again \nHuman Agent: opening the app again I mean.\nCustomer: Ok\nCustomer: Great I've got 4. Here's another\nCustomer: D/static_file/f35ced70d3_1_20240918120920.jpg\nCustomer: Name: front porch\nHuman Agent: Okay I was able to add that one.\n \nCustomer: Perfect 3 more\nCustomer: Name of next Barn\nCustomer: D/static_file/248d1dde1b_1_20240918121232.jpg\nCustomer: D/static_file/51505bff63_1_20240918121301.jpg\nHuman Agent: ZMD19A4IH514534 is already under  your account named driveway. \nCustomer: Can you rename it Barn\nHuman Agent: Done \nCustomer: Confused but I have 2 more please.\nCustomer: D/static_file/582f0f97e3_1_20240918121804.jpg\nCustomer: Name:driveway\nHuman Agent: Done\nCustomer: D/static_file/eec88aeb0c_1_20240918122106.jpg\nCustomer: Give it \"no name\" I know how to rename them once that they're online\nHuman Agent: Done \nCustomer: Awesome. I have one more but can differentiate between these mass of cords in front of me so I'll get back to you if I need help installing it. Thank you you've been very helpful\nHuman Agent: Happy to help, I hope you have a great day! \nCustomer: Great day or not at least I'll feel more secure with my cameras working and no one else seen them."]
["Customer: Troubleshooting\nCustomer: Hello. I can't conn3ct my ZH -IXY1D wifi-camaera. The device are blinking in green. \nCustomer: Set up\nCustomer: Set up\nCustomer: The smart link didn't find camera.\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Yes, sure. I have on the bracket (wall holder). Just a sec. \nHuman Agent: Okay. \nCustomer: ZMD11KD45001930 \nCustomer: I've tried the different apps from Zmodo. Also the meshare. The app said me that code is not correct. \nCustomer: This camera was already connected to my account but I didn't use a lot of time. Want to try again but can't connect. \nHuman Agent: In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\nCustomer: OK, will try with zink. \nHuman Agent: Okay. Let me know if you have any trouble."]
["Customer: Troubleshooting\nCustomer: I switched router now I can reconnect my cameras \nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Okay \nHuman Agent: Let me know if you have any trouble with the set up."]
["Customer: Cameras won’t reconnect after being removed\nCustomer: How do I connect them without the QR code that came with the camera\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Trying to change wifi network\nCustomer: -1\nCustomer: Change the wifi network for the camara\nCustomer: -1\nCustomer: Yes\nCustomer: Customer care agent\nCustomer: Need to change the wifi network for the camara. Tried removing a camara and now it will not recognize the qr code\nHuman Agent: Hello, you've reached customer care, my name is Kylie. When you did the QR code setup how did the lights on the camera react? and what was the color and was it flashing or solid?\nCustomer: Flashing green and blue \nCustomer: I am wanting too see if there is a different way to change the wifi network without having to remove the camara being as 3 of my cameras are high up and have subscription plans connected to them \nHuman Agent: You do not have to delete a camera to set it back up. Did you reboot the camera by unplugging it from power and plugging it back in before going through the setup? sometimes if a camera has been offline for a while it has trouble reading the code and needs to be rebooted first. \nCustomer: Yes I tried that\nHuman Agent: Okay, after you reboot the camera does the camera only flash green, or  does it flash green and blue 1 blink back and forth?\nCustomer: Still here \nCustomer: I need to know how to change the wifi network \nHuman Agent: Okay, after you reboot the camera does the camera only flash green, or  does it flash green and blue 1 blink back and forth?\nCustomer: Green and blue \nHuman Agent: back and forth with only one blink?\nCustomer: Yes\nHuman Agent: Okay, that may mean that the camera is connecting, but not getting internet, there's a test we can try to see for sure. For the test you would have to unplug the router then check and see if the lights on the camera react the same or begin to have longer intervals of green then to blue or just green blinking. If you do not see that change, reboot the camera once then see if it changes, if it still does not then let me know\nCustomer: Ok that 1 camara that doesn't have a subscription. How do I change the wifi network on my other camaras\nHuman Agent: Are the other cameras solid blue? if they are you would reset them from the app first, but if they are not and only flash green and sometimes blue then you can go through the setup to reconnect them. \nCustomer: What is that setup \nCustomer: They are up 16 ft in the air so I have to climb to see them so idk \nHuman Agent: It looks like the cameras you have there primary setup is the QR code setup, they may also use another setup called Zink as well, if while the camera is plugged in you see a wifi network pop up that says ZMD_SAP that confirms they can also go through that setup instead as well. \nCustomer: Is there a phone number i can call?\nCustomer: The qr code seems pretty useless on older camaras\nHuman Agent: we do not have inbound calling. however we do have outbound calling it is only done via schedule, I can send you the scheduler in the chat if you would like. \nCustomer: And what about my subscriptions?\nHuman Agent: what questions do you have regarding the subscription? \nCustomer: Will I lose them when I delete the camara to redo the setup\nHuman Agent: no, the subscription wont cancel or become disabled if you do not delete them from the account. You don't have to delete a camera to set them up again. \nCustomer: Thats im asking \nCustomer: I click on the camara and it never loads and nothing pops up on the screen\nCustomer: So what are the setup instructions for doing this without deleting the camara\nHuman Agent: Okay, You will just go through the setup as if they are a new device to reconnect them, this does not require you to delete the camera. they are offline right now and that is why you are unable to see the live video. \nHuman Agent: its the same QR setup as you tried before. You can also try the optional setup Zink as well if you desire. \nCustomer: They don't have zink \nHuman Agent: Did you plug the cameras in then while by the camera check the available networks to see if the ZMD_SAP network was in the list at all?\nCustomer: Yes but that network is not in the list \nHuman Agent: Okay, then the only option for the setup is the QR code setup. You can go through that setup with the other cameras to reconnect them."]
["Customer: I can’t find a setting, helping me, put the Wi-Fi back under my cameras\nCustomer: These cameras are seven years old I can’t remember the set up. I do not have the box\nCustomer: The lights are blinking green\nCustomer: The cameras is not working because I got new Wi-Fi. I need to put the new Wi-Fi in, but I don’t see nowhere that it allows me to put the new Wi-Fi code in\nCustomer: -1\nCustomer: Again, the camera system is way over seven years old. I don’t have a box or a manual\nCustomer: Inside the settings, where do you put the Wi-Fi information? There is nowhere in the settings. It says that or ask you about Wi-Fi\nCustomer: Can someone call me\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Whenever you change the Wi-Fi name, password, or router to reconnect the cameras you would have to go through the setup to give them the new Wi-Fi info. \nHuman Agent: We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?"]
["Customer: Factory reset needed, please\nCustomer: Factory reset please\nCustomer: There is no pinhole on an outdoor camera\nCustomer: Human needed\nCustomer: Hello?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Not all the cameras can be reset, I will need the cameras Model and ID numebr to know if it has an external reset or if it can be reset from the app at all or not. \nCustomer: ZP1BH23W\nHuman Agent: The model and ID number are on the camera and the Model will start with ZMD, 14, or 15 and not have any dashes or spacing. It will also not be the FCCID number.\nCustomer: ZK8BFS23NM\nCustomer: Let me get there\nCustomer: Hello does this take days weeks minutes?\nHuman Agent: Thats also not the ID number. Can you try taking a picture of the sticker and sending it into the chat instead for me to review. \nCustomer: D/static_file/e24742e263_1_20250203172726.jpg\nCustomer: Yes, it reads ID number zoom in\nHuman Agent: Great, I can now see the ZMD ID number and the model properly. One moment while I look up the device. \nCustomer: Yes, I gave you the same exact number please correct yourself\nHuman Agent: I do not need to correct myself, you sent the FCCID and I said not to send that as that is not the ID number. \nCustomer: It says ID number\nCustomer: So I am correct\nHuman Agent: No, I said not to send the FCCID number and to send the number beginning with ZMD, 14 or 15 above. \nHuman Agent: Its perfectly fine though as I said I can see the ID number in the photo you sent. \nCustomer: That’s called the serial number in the US\nCustomer: As you see, it says ID in front of the number I gave you\nCustomer: It’s OK that you’re confused\nHuman Agent: I am in the US? we are located in central Illinois. The FCCID numebr is a mnaufacturing number not the System ID number. I am not confused. \nCustomer: And I gave you the ID number you asked for so you need to say it in a better manner and not use the word ID\nHuman Agent: This device uses the setup Zink or QR code, It is currently offline and does not have an external reset. Cameras can only be reset form the app if they are online already, If the cameras lights are flashing blue or green you would go through the setup with the camera to connect it to the network. Are the lights flashing blue or green or are they Solid blue or green at all?\nCustomer: Solid blue \nHuman Agent: Okay, that means this camera is connecting to a network, but not getting any internet from that network as its not online. Do you have multiple routers or any wifi extenders at this cameras location?\nCustomer: That’s not the issue\nI have 14 other cameras connected correctly working fine\nCustomer: It may just need to be undeleted? \nCustomer: Two of the Zmodo cams were not working correctly. All my  MeShare are working. \n\nHuman Agent: For this caemera. It on me end is showing it is offline, This means its not getting any internet. The lights being a solid blue means the camera is connecting to the network it was setup on, but because its showing as Not online on my end that tells me that the camera is connecting to the network, and not getting any internet. Do you have multiple routers or any Wi-Fi extenders at this cameras location the camera would be connecting to?\nCustomer: The camera is currently inside my house next to the phone. I don’t need more than one router. All the cameras are working fine otherwise\nHuman Agent: Thank you for that info, I'm not telling you that you need multiple routers, I'm just trying to help you troubleshoot as if you did have more then one router that would effect the troubleshooting. \nHuman Agent: I want to have you do a test to see if the cameras lights will react  or change. Can you unplug your router, leave it unplugged and watch the lights on this camera, I want to see if they flash or if it continues to stay solid as it is now. \nCustomer: It changed to solid green now it’s blinking green\nHuman Agent: Did you unplug the camera at all or only the router. \nCustomer: You only said unplugged the router\nCustomer: How could I see the lights changed if it was unplugged ma’am?\nHuman Agent: I asked if you unplugged the camera based on the light pattern you relayed, I know the camera wont have any light if left unplugged.\nCustomer: Then why ask\nCustomer: Do you know how to fix this or not? Do I need to go higher up.\nCustomer: You obviously don’t know what you’re doing. I’ll just go higher up. I’m not gonna wait for your ignorance any further\nHuman Agent: I am going to escalate you further. It is the end of out call hours and to continue this I would escalate you via email or by scheduling a phone call which do you prefer?"]
["Customer: Set up\nCustomer: The device can’t be confirmed \nHuman Agent: Hi my name is Wendy.\nHuman Agent: You are seeing a message that a device can't be confirmed?  Where are you seeing this message?\nCustomer: What is the reason why the device can’t be connected on the app\nHuman Agent: What device are you wanting to connect? What is the device ID?\nHuman Agent: The device ID will be listed on a sticker on the camera, it will start with ZMD or GSG"]
["Customer: Troubleshooting\nCustomer: Hello, I got new Wi-Fi, how do I connect my cameras to the new wifi\nCustomer: Does that mean brining the cameras in the house??\nCustomer: I need directions on the initial set up of the cameras \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I don’t have the code. I’m trying to update the Wi-Fi \nCustomer: I would have to take the cameras down to get the code. \nHuman Agent: Yes, so you would need to do the initial setup to connect the devices. Three of the cameras on your account can use the QR Code setup. All four can also use the Zink setup. \nCustomer: Okay. Thank you \nHuman Agent: You're welcome."]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you trying to setup a new camera or a camera that was setup previously?"]
["Customer: Set up\nCustomer: It’s still not connecting  . My Zmodo camera isn’t ready the QR code\nCustomer: -1\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Yes one moment \nCustomer: Where would I find this at. Been had this about 4-5 years\nHuman Agent: It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd14gpe2284463\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: Green \nHuman Agent: Is the light solid green or flashing green?\nCustomer: Now the green is flashing and a red light is on\nCustomer: Now the green has turn blue\nCustomer: Blue flashing \nHuman Agent: Alright, the light will change to solid blue or back to flashing green. If it changes to flashing green, it will change back and forth between flashing green and blue. Let me know what it changes to.\nCustomer: Ok it back to flashing green \nCustomer: Back and forth flashing blue again now \nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I e been doing that for 2 days now. I set it up . I still have the box and paperwork. It is not reading the QR code \nHuman Agent: When the light is flashing green, hold the phone screen close to the Zmodo camera lens and pull it back. \nCustomer: I’ve tried those instructions before still not connecting \nHuman Agent: Can you also send a screenshot of the QR Code that you are showing to the camera?\nCustomer: Yes\nHuman Agent: I want to let you know that the Live Chat support will close in 10 minutes. If we run out of time, then I will send you an invitation to schedule a callback appointment.\nCustomer: D/static_file/4516f0ab74_1_20250114175239.png\nHuman Agent: There are a few things you can try to adjust. First, there should be a pinhole reset button on the back of the camera. You can press and hold the reset button until the light changes to a solid green and reboots. It usually takes about 10-20 seconds. Then the light will change to flashing green and will not change to a flashing blue unless the camera reads the QR Code. That will make it easier to tell if the camera is able to read the QR Code.\nHuman Agent: The other things you can check are the network connection. You can go to your Wi-Fi settings and make sure that the network you are connected to is your 2.4 GHz network. When you are connected to your 2.4 GHz network, then you can tap on the settings button next to the network name and tap on Forget this network. That will disconnect you from the network and it will show up in the list of available networks. You can tap on the network and enter the Wi-Fi password to reconnect.\nHuman Agent: The Live Chat support will be closing for the evening. You can tap on Schedule Call if you would like to make a callback appointment. Have a good evening.\nHuman Agent: The Live Chat support will be closing for the evening. You can tap on Schedule Call if you would like to make a callback appointment. Have a good evening."]
["Customer: Set up\nCustomer: I am having a problem setting up my zmodo security system. My hub has connected to my internet, my I cannot get my cameras to connect\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of one of the cameras? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: How tu connect \nCustomer: It doesn’t connect\nCustomer: Still doesn’t connect\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device, to check what setup it uses, can you send me the cameras ID number and model . The ID will start with ZMD or GSG, not the fccid. \nCustomer: Still doesn’t connect\nCustomer: Id model ZH-IXA2F-W\nZMD19H8IK500356\nHuman Agent: Perfect, one moment while I look up the camera. \nHuman Agent: This camera only uses the QR setup, but with this specific model of camera you may have to turn it on from the back first before going through the setup. Did you hold down the power button on the back of the camera so the lights turn on and it begins to flash?\nCustomer: I already did it, i Guess it has 2 bottons, one for power and one to reset. I tried both. \nI tried Ford diferent divides, both IPhones, and Still doesn’t work\nHuman Agent: Okay, when you look at the lights on the camera from the front what color are they and do they flash or are they solid at all?\nCustomer: I powered it off and on severas times. It blinks green and the app says that the time to conect is over and así yo Start over\nCustomer: Now the light is power off\nWhen I turn the camera on again it blinks green\nHuman Agent: Okay, flashing green is what you want for the setup. Can you go through the QR setup then at the end take a screenshot of how the QR code looks and send that to me in the chat to review. \nCustomer: D/static_file/b0855422b2_1_20250204101213.png\nHuman Agent: Okay the code looks fine physically, can you hold this code Infront of the camera for 1 minute then tell me how the cameras lights react, I want to know if they change colors or go solid at any point. If it tells you its timed out at all I want you to ignore it.\nCustomer: I Stay in front with the green light blinking until the light turns off and the app says that time to Connect is over\nHuman Agent: Even if the app says its timed out, if the code is still on the screen you dont have to stop holding it. Right now with the code moved away from the camera are there still no lights on the camera?\nHuman Agent: Its possible it may have connected, Can you take a picture of the cameras sticker and send that to me I will try to check if its online or not with that. \nCustomer: D/static_file/fffe32ffce_1_20250204102317.jpg\nCustomer: D/static_file/40aa45d79d_1_20250204102329.jpg\nHuman Agent: Great, one moment while I try to check if its online or not. \nHuman Agent: No, its not showing up as it being online. I think it may be trying to connect then having trouble perhaps because it is plugged in and in charging mode right now. Can you try unplugging it from the charger, see if the lights flash green, if they do not try pushing the reset button until the lights react, then try the QR setup again. \nCustomer: Ok\nI already tried it try again\nHuman Agent: Okay, after you try again elt me know how the lights react again with the setup. \nCustomer: Same situación\nBlinks grey, light went off and app says Connect in time is off \nCustomer: First power off and on the camera, and green light Star blinking\nCustomer: Nothing happenned\nHuman Agent: Okay, the light pattern sounds like it is connecting, if thats the case it may be connecting but not getting any internet from the network. Theres a test I can have you do to see if the cameras lights react. For this test you will leave the camera in this state where there are no lights, then unplug the router, leave the router unplugged and watch the lights on the camera, if they flash again let me know. \nCustomer: Ok \nI left the camera as it was, i reset the router, it is configuring \nHuman Agent: OKay\nHuman Agent: did the lights react at all?"]
["Customer: Troubleshooting\nCustomer: Having problems connecting to 2.4 GHz, I have 5GHz. I managed to get it connected once but then it failed, believe it was on 5GHz. How do I change that \nHuman Agent: Hello, you've reached customer care, my name is Kylie. The cameras are not compatible with 5GHZ networks so they would not have connected to your 5GHZ network unless it was what's called a Duel network, Duel networks are not only 5GHZ, they emit both 5GHZ and 2.4GHZ from the same network. \nHuman Agent: If you know for sure the network is a 5GHZ only network, you will unfortunately not be able to set up the cameras on that network and you would use a 2.4GHZ or a duel network for the cameras instead."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\n\nCustomer: Hello, I can't reconnect my new wifi to my cameras. It's not taking the qr code or any other option I tried. \nHuman Agent: Okay, can you send me this cameras Model and ID number? they will be on the cameras sticker, the ID number will start with ZMD\nCustomer: ZP-IBH23-W\nCustomer: ZMD16EQ17502923\nHuman Agent: Okay, it looks like this cameras Main setup is the WR setup, but it may also possibly use another setup called Zink. First I would like to have you go through the QR code setup but when you get to the end take a screenshot of the QR code and send it to me so I can review it and make sure its not an issue with the code stopping it from coming online. \nCustomer: D/static_file/d90abd76f5_1_20241209132509.jpg\nHuman Agent: Are you able to take a picture of the whole page?\nCustomer: D/static_file/fc5a826706_1_20241209132729.jpg\nHuman Agent: Okay, is this an android or an apple phone you are using for the setup?\nCustomer: Android\nHuman Agent: Okay, can you check your devices display settings for me and make sure that Dark mode is not on and that the blue light filter/eye comfort shield is also not on. You also will want to check the display size and make sure its not enlarged and is on its default size, the QR code looks a bit large in the first photo you sent me so that could have some impact. After that try to go through the QR setup and let me know how the cameras lights react if it fails at all for you. \nCustomer: It's still not working \nCustomer: The camera is blinking green \nHuman Agent: Okay, if the camera is only flashing green and not blue at all that means its not seeing the code in front of it.  Try holding the code closer at 6 inches for a minute and watch the lights for a reaction, then if it does not flash blue try holding it at 12 inches away for another minute for a reaction, if it still does not react unplug and plug in the camera and try again from 8, 6, and 12 inches away."]
["Customer: hii\nCustomer: i need agent \nCustomer: Hi i just paid you guys for cloud service\nCustomer: But still i cannot access my camera\nHuman Agent: The cameras on your account are offline. Which means they are not connected to the internet. Are you there with the cameras to troubleshoot them?\nCustomer: yesss\nHuman Agent: Could you please go to one of the cameras, unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: okk wait\nCustomer: it is having green light \nHuman Agent: Is the light a solid green or flashing green?\nCustomer: flashing green \nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Troubleshooting\nCustomer: not finding zmd_sap\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: zp-ibh23-w\nCustomer: I cannot change the old wifi name\nCustomer: not able to reset and start all offer the setup\nCustomer: found it. should be zmd15jb14251812\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: its a green solid light then change to blinking green light\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: thanks its working.   Another question,  can I set this camera to be on another location.  Right now it is on the same location for 3 other camera\nHuman Agent: When you say another location, do you mean just another physical place, but on the same Wi-Fi network? Or are you planning to set it up on a different Wi-Fi network?\nCustomer: it was setup in another location before this happens.   I have it set up at this location. when I bring up the app,  I can choose which location,  one at  another location and one at this location.  To set up this way, so I can let who need to see in other location or this location\nHuman Agent: I think there is some confusion on what you mean by \"location\". Are you talking about the physical location of the camera, the Wi-Fi network the camera is connected to, or the Zmodo account that the camera is connected to?\nCustomer: when I log onto the zmodo account,  I have 2 locations.  One has 3 camera in another house, and this camera is in my house,  So it is set up in 2 house hold, but I can access both by choosing which camera that I want to check on. \nHuman Agent: Yes, you can view cameras at another location if you have them setup on your account or if they are shared with your account.\nCustomer: I can see all 4 camera when I log on now.  But before,  I can pick the location first. \nCustomer: Then it show the cameras  for that location.\nHuman Agent: You may have had them setup in groups. You can create a group by tapping on Settings next to My Devices and tapping on Create Group.\nCustomer: I set up the group, but the main screen, I still see all 4 camera. \nHuman Agent: You would have needed to add the cameras you wanted to the group when you created the group. You can tap on Settings again, tap on the Group and tap on Edit Group and select the cameras you want in the group.\nCustomer: got it.  Tks.  You are very helpful.   Tks\nHuman Agent: You're welcome.\nCustomer: Have a nice day. Thanks again\nHuman Agent: You have a good day, too."]
["Customer: I have 2 zmodo wireless cameras that will not connect to wifi tried QR code and zink no luck. They just blinking green. Have other zmodo cameras that are working and have connected to my wifi.\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: No luck on unplugging and replugging wifi is good 2.5.\n\n1 is ZMD188MIH801520\n2 is ZMD18EHIH800380\nHuman Agent: ZMD18EHIH800380 what color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: Blinking green \nHuman Agent: Are the cameras next to your router right now for setup?\nCustomer: Yes\nHuman Agent: have your phone right next to one of the cameras then on  your phone, check if you see a ZMD_SAP network listed in your phone's wifi\nHuman Agent: its okay if it says \"no internet connection\"\nCustomer: No ZMD_SAP\nHuman Agent: Can you go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location if that is an option?\nCustomer: Yes it is on\nHuman Agent: Okay please go through QR code setup again. When you enter your wifi password make sure its correct, it is case sensitive.\n\nLet me know if the indicator light only blinks green or flashes between green and blue during the setup process.\nCustomer: It only blinks green \nHuman Agent: if it only blinks green the camera isn't communicating with your router.  during setup the light should switch to blinking blue and when connected to your network switch to solid blue.\n\nYour phone is connected to 2.4GHz wifi? \nHuman Agent: You only have (1) router at the location? no wifi boosters or wifi extenders?\nCustomer: Yes it is 2.4 and  just one router\nHuman Agent: Could you please reboot the router?  unplug it from power for 3 minutes.  After 3 minutes plug it back in again they when the router is back online try QR code setup again.\nHuman Agent: Also are the cameras plugged directly into wall outlets with just the original adapters? or are you using power strips, surge protectors, or extension cords on the cameras?\nCustomer: Using the supplied power cord\nHuman Agent: okay good.\nHuman Agent: please reboot the router (unplug for 3 minutes) then try setup again."]
["Customer: Trying to get the camera to work can I get the camera to work\nCustomer: Camera on green light blinking cannot connect from the device to my phone\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Good day I have a camera system for some years: Zmodo 1080p 8CH HDMI NVR 1TB HDD - 8 HD WiFi Wireless Weatherproof Security Cameras System with Night Vision - Hassle Free Installation No Video Cable - we just changed over our wifi to a new passcode and we now cannot seem to reload the cameras.  Please advise how I can find in settings the new wifi information so I can load in the new passcode\nCustomer: What is NVR?\nCustomer: Where do I find the NVR?\nCustomer: What is the gear icon?\nCustomer: I am unable to find it on the app\nCustomer: D/static_file/08d3a3c797_1_20250203155133.jpeg\nCustomer: Where can I find the Network settings from here?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The NVR itself does not connect to the Wi-Fi, it would to get internet need to be plugged into the router with an ethernet cord to get internet properly. \nCustomer: It is plugged in\nCustomer: none of the cameras are picking up\nCustomer: we are powering it down and restarting\nHuman Agent: Okay. Can you tell me what your account email or phone number is so I can look up the account and see if it shows the NVR online or not. I am not able to view any footage the NVR will just tell me if tis online or offline or not. \nCustomer: email is :  thebestcoltd@gmail.com\nCustomer: Phone is 1 268 720 9833\nHuman Agent: On this account you only have the cameras bound, all the cameras themselves are offline. Have you tried to go through the setup with the cameras to reconnect them again? also Since the NVR is not on the account I would need the NVRs model and ID number to look it up to see if it itself is online or offline. This info will be on the NVRs sticker, the ID will start with ZMD, 14, or 15 and have no dashes and is not the FCCID. \nCustomer: Looks like we will have to do a setup again how do we do this?\nCustomer: The NVR model ZPNL18.  and ID number is ZMD13DBA1215032\nHuman Agent: The cameras on your account here use the setup called Zink\nHuman Agent: Here are the directions for that setup.\nHuman Agent: 1.Check Network Compatibility:\n\nEnsure that the W-iFi network you want to connect the camera/s to, is operating on the 2.4GHz frequency.\n\n\n\n2.Access Zink Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the Zink option.\n\n\n\n3.Initiate Installation:\n\nEnter the number of devices you are trying to set up, tap on the check mark or next.\n\n\n\n4.Connecting to the ZMD_SAP\n\nTap on \"Tap Here to begin set up\" follow the onscreen instructions. The phone may warn you this network has no internet.\n\n\n\n5.Wi-Fi Password Entry:\n\nThe app will prompt you to select or enter your Wi-Fi name (SSID) and enter the Wi-Fi password. Remember the Wi-Fi and password are case sensitive.\n\n\n\n6.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nHuman Agent: This NVR is on an older firmware and needs updating, Its not showing me if its connected to internet or not sure to this. More then likely if the NVR is plugged into your router though it is online. I can add the NVR to your account so you can update it from there. You would still fo through the setup directions above with the cameras to get them online as well. One moment while I add the NVR.\nHuman Agent: I added the NVR onto the account for you, Let me know if you have any trouble with the camera setup. \nCustomer: Only says found 2 devices so far\nCustomer: only 2 of the cameras show a flashing green light 1 shows solid green and the others do not have any lights on\nHuman Agent: Okay, you can try the setup multiple times to try and get the devices to come online, its possible that the other cameras are a tad to far from where the first connected camera or it missed the signal sent to it to come online. \nCustomer: ok so what would be the best way to get them to hook up?\nHuman Agent: If the cameras lights are a solid green and you did not unplug and plug it in then you may want to check the camera cord and possibly try swapping it with another one. Cameras should onyl be solid green when first plugged in, then it will flash.\nCustomer: ok we will keep trying\nHuman Agent: Solid green is an indicator of a power issue, it would be caused by the outlet, cameras cord, or in extreme cases the camera itself where there's an internal issue. \nHuman Agent: Is there anything else I can assist you with today before we go?\nCustomer: We unplugged one of the cameras and plugged it back in to a new power supply it stayed solid green for 1 min then it flashed twice and then went back to solid green\nCustomer: Now flashing about every 3 mins then stops and then goes solid\nHuman Agent: shouldnt ever go back to a solid green on its own unless you rebooted the camera, is the cord of the camera plugged directly into a wall outlet or is ti plugged into an extension cord at all?\nCustomer: Direct into the wall outlet\nHuman Agent: Okay. This is not a good sign, if the camera keeps going solid, then flashing, then back to solid green again and you already have swapped the cameras cord and tried another outlet and its still reacting the same way that means the camera itself has an issue and wont be able to come online at all while like this. \nCustomer: Ok thank you \nCustomer: We have had the cameras for a long time\nCustomer: Maybe there is something wrong as they are older\nHuman Agent: It could be due to age or there are varibles with the power that caused this as well. \nHuman Agent: Is there any other questions or anything else I can assist you with before we go for the evening?"]
["Customer: How do I load the new Internet service \nCustomer: How to connect the cameras to the new wifi\nHuman Agent: Hello, my name is Grant. To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Agente \nCustomer: Hola necesito ayuda para reiniciar dos cámaras que no están funcionando \nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Está intentando configurar una cámara nueva o una que se utilizó en el pasado? ¿Puedes enviarme el modelo de la cámara y el número de identificación? Buscaré información al respecto. la identificación comenzará con ZMD o GSG en la etiqueta\nCustomer: Ya la había usado pero lleva mucho tiempo dañada \nCustomer: ZMD19G1IHC14678\nCustomer: Módem: ZP-IBH23-W\nCustomer: Ese es el modelo \nHuman Agent: \nAmbas cámaras están fuera de línea y no tienen reinicio externo. Cuando ambas cámaras están conectadas, ¿de qué color son las luces? ¿Están fijas o parpadeando?\nCustomer: Hola!\nHuman Agent: Respondí arriba\nHuman Agent: \"Ambas cámaras están fuera de línea y no tienen reinicio externo. Cuando ambas cámaras están conectadas, ¿de qué color son las luces? ¿Están fijas o parpadeando?\"\n\nCustomer: Te respondí \nCustomer: Hace rato \nCustomer: Hola \nCustomer: Si te llegan mis mensajes? \nCustomer: Agente \nHuman Agent: No recibí tu mensaje antes, pregunté \"Ambas cámaras están desconectadas y no tienen reinicio externo. Cuando ambas cámaras están en línea, ¿de qué color son las luces? ¿Son sólidos o parpadeantes?\"\nCustomer: Están desconectadas \nCustomer: Ambas \nCustomer: Usted me pidió el código y le envíe de una \nHuman Agent: \n¿De qué color son las luces? ¿Son sólidos o parpadeantes?\nHuman Agent: Sería uno o el otro, no ambos.\nCustomer: Sólidas \nHuman Agent: ¿color?\nCustomer: Verde \nHuman Agent: El verde fijo es una mala señal, si la luz permanece verde fija después de enchufarla y no parpadea en verde o azul, entonces eso es una indicación de un problema de energía, ¿puede intentar enchufar esta cámara a otro tomacorriente o cambiar el cable de esta cámara con otro y ver cómo reacciona? Es normal que esté verde fijo al principio, pero después de un minuto debería cambiar a verde o azul parpadeante cuando está en modo de configuración.\nCustomer:  Es verde que titila \nHuman Agent: Genial, intente realizar la configuración con la cámara, la configuración, ambas cámaras pueden demandar la configuración del código QR o la configuración de Zink. ¿Quieres que te envíe las instrucciones de configuración para que las pruebes?\nCustomer: Es verde te dije que titila\nCustomer: Que parpadea \nCustomer: Agente"]
["Customer: Agent\nCustomer: Troubleshooting\nCustomer: I have 3 cámaras, im not able to connect one of them. \nI believe it might need to be rebooted from your end. \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/d836dd1e5e_1_20241204110924.jpg\nCustomer: Did you receive it? \nHuman Agent: That camera is currently offline. Could you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Green \nCustomer: I’ve done that same step a few times.   Problem started last night. \nI was able to get the other 2 going, but not that one. \nHuman Agent: Is the light a solid green or flashing green?\nCustomer: Solid \nHuman Agent: Okay, watch the light for a minute and let me know if it changes from the solid green.\nCustomer: Turned off \nCustomer: No light at all. \nHuman Agent: There will be a green or blue light in the camera when it is powered on. It may be hard to see based on how you have it mounted. You may want to try covering the camera a bit if it is bright outside. Otherwise, you may want to bring the camera down so you can better see the light in the camera.\nCustomer: What do I do after? \nHuman Agent: That would depend on the light in the camera.\nCustomer: Flashing green \nHuman Agent: Alright, if it is flashing green, then you will want to do the QR Code setup to connect the camera to your Wi-Fi network.\nCustomer: Okay give me a min \nCustomer: It won’t scan \nHuman Agent: Alright, is the light in the camera still flashing green?\nCustomer: Yes it’s still flashing green \nHuman Agent: Alright, can you hold the phone screen close to the Zmodo camera lens and slowly pull it back? Watch the light closely and let me know if it changes at any point.\nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the camera?\nCustomer: D/static_file/69e97b833b_1_20241204112301.png\nCustomer: Light still flashing green \nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Ok then? \nHuman Agent: Do you see it listed in your Wi-Fi settings?\nCustomer: Yes. \nCustomer: Already connected to it and still couldn’t do it. \nHuman Agent: Then you can try the Zink setup. Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera."]
["Customer: Troubleshooting\nCustomer: Recently changed WiFi how do I reset WiFi for my cameras\nCustomer: We need assistance \nCustomer: Setting up wifi\nCustomer: Recently changed WiFi need help resetting wifi\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: Please give me one minute to locate \nHuman Agent: Ok\nCustomer: ZMD13HgEC281823\nHuman Agent: Could I have your Zmodo account? \nCustomer: Ecdc104@comcast.net\nCustomer: We are locked out of the account\nAnd we are unable to set up new wifi\nHuman Agent: Do you have access to the email to reset the password? \nCustomer: Yes but it’s not sending to my email account\nHuman Agent: Okay I can try it from my end. \nCustomer: Ok ty\nHuman Agent: Please send me the 6 digit code if you receive it. \nCustomer: Are you still there?\nHuman Agent: Yes did you receive the code. \nCustomer: Yes I did\nI entered it in the passcode  section  on the app and it didn’t work \nHuman Agent: I would need the code to reset it on my end. \nCustomer: Oh ok\n921970\nHuman Agent: Try to sign in with abcd1234\nCustomer: Ok that worked\nCustomer: Now can you help me  reset WiFi?\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: Blinking green\n\nHuman Agent: Can you double check the ID you provided and send it one more time? \nCustomer: The camera ID?\nHuman Agent: Yes the easiest one to reach \nCustomer: Zmd13HGEC281823\nHuman Agent: This ID does not bring anything up, is there another camera you can reach? \nCustomer: D/static_file/26be848686_1_20241029173752.jpeg\nCustomer: Does that help?\nHuman Agent: Yes but it looks like this camera has not been set up before. So we can try the current set up then older set up if that doesn't work. \nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code.\n\nCustomer: This particular camera was not set up\nDo you need the number of a camera that’s on the house?\nHuman Agent: Yes if you can get it. \nCustomer: Ok hold on a sec\nHuman Agent: Okay \nCustomer: D/static_file/ae6256602f_1_20241029174347.jpg\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: Blinking green\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code.\n\nCustomer: D/static_file/8bc0d7baff_1_20241029174817.jpg\nHuman Agent: That is caused by the Location setting or Location permission being turned being off for the app. Can you check both of these to make sure they are on. \nCustomer: Ok\n\nCustomer: Got QR\nCODE\nSCANNING NOW\nHuman Agent: Okay the camera should go to flashing blue once it read the QR code \nCustomer: Ok it’s blue\nHuman Agent: Solid or flashing blue? \nCustomer: Solid\n\nHuman Agent: Just to confirm this is the ID ZMD13HGEC276774 that is solid blue? \nCustomer: Now it’s flashing blue\nHuman Agent: Okay let me know if it goes back to solid blue or Green. \nCustomer: Solid blue right now\nHuman Agent: We are going to be closing here in 5 minutes here. Our live chat will be open again tomorrow at 9AM. Looks like the only one not online from that is the one named Front Leo \nCustomer: And yes that’s the correct ID number of the camera I am looking at\nHuman Agent: You might need to reboot it then try QR code again with it. \nHuman Agent: But the others are all online on the account. \nCustomer: Ok I will try that then if not I will try again tomorrow\nHuman Agent: Okay, is there anything else I can answer for tonight \nCustomer: No thank you so much for your help\nCustomer: And your patience \nHuman Agent: I hope you have a great day! \nCustomer: Safe travels home"]
["Customer: Troubleshooting\nCustomer: I need to replace two broken cameras for two new. How do I do this?\nHuman Agent: Are you trying to connect two new cameras to your Wi-Fi network and account?\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Iam trying to set up but don’t know what to select\nCustomer: Camera is blinking green\nCustomer: What do I select from the app? \nEzlink? Beam?\nCustomer: Can I call you?\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 13FBEC247284\nCustomer: Is there a number to reach you?\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nHuman Agent: That camera will use the Zink setup to connect to a Wi-Fi network.\nCustomer: Where is the schedule?\nCustomer: Camera blinks blue and green in between \nHuman Agent: If you want to make a callback appointment, then you would tap on Schedule Call. If you want to work with me here in the chat, then can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nHuman Agent: If you want to make a callback appointment, then you would tap on Schedule Call. If you want to work with me here in the chat, then can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Ok\n\nLet me try unplugging \nCustomer: Solid green\nCustomer: Then blinks green and blue\nHuman Agent: It blinks green and blue at the same time?\nCustomer: No, green blinking now\nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Ethernet port on dvr is orange. That’s ok?\nCustomer: Ok"]
["Customer: I need help replacing two of my cameras.\nCustomer: When I get to scan the QR code there is no code on my screen.\nCustomer: Set up\nCustomer: There is no QR code to scan \nCustomer: There is no QR code on my screen to scan \nCustomer: No\nHuman Agent: Hi my name is Wendy\nCustomer: Can I please talk to a hum\nHuman Agent: The cameras you are wanting to setup, are they new? or have they been setup before?\nCustomer: They are new to replace ones that quit working \nHuman Agent: What models are the cameras?\nCustomer: Zp-1bh27-w\nHuman Agent: This type of camera should be able to use Zink or QR code setup.  Are the cameras in the same room as your router right now\n\nCustomer: No \nHuman Agent: Could you please move the cameras close to your router?  plug them directly into wall outlets with just the original power adapters.  no extension cords, power strips, or surge protectors\nHuman Agent: after the cameras are powered on, let me know if the indicator lights are blinking green or what color are the indicator lights and are the lights blinking or solid.\nCustomer: Green \nHuman Agent: blinking green or solid green?\nCustomer: Blinking green \nHuman Agent: ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nCustomer: Ok it's not working \nHuman Agent: You were trying Zink setup?\nCustomer: Yes\nHuman Agent: Were you able to connect to zmd_sap network?\nCustomer: No\nHuman Agent: Do you not see the zmd_sap network in your phone's wifi list?\nCustomer: It says connected no internet access \nHuman Agent: camera should be close to your router, you should be right next to the camera.  The zmd_sap network signal comes from the camera.  Its okay if you see it and it says no internet connection you would connect to it anyway and continue with setup"]
["Customer: Set up\nCustomer: My brother-in-law give me the camera Zmodo model ZP-1BH23-W and will not read the QR code to connect to my router \nHuman Agent: Hi my name is Wendy.  What is the ID on the camera?  The ID will be on a sticker on the camera, it will start with ZMD\nCustomer: ZMD16L317203787\nCustomer: Are you still there \nHuman Agent: ZMD16L3I7203787 is the indicator light solid blue?\nCustomer: Yeah \nHuman Agent: are you wanting the camera connected to this email? cjmarques1@gmail.com?\nCustomer: Yeah \nHuman Agent: one moment I will bind it to your account\nHuman Agent: The camera is now bound to your account.  If you refresh the screen or log out and back in again you will see the camera on your account.\nCustomer: I’ve have 2 cameras \nThe other is \nZMD16L317203785\nHuman Agent: ZMD16L3I7203785\t what color is the indicator light on this one? and is the light blinking or solid?\nCustomer: Blue solid \nHuman Agent: I see it now.  One moment and I will add it to your account\nHuman Agent: The camera has been bound to your account.  Refresh the screen or log out and back in again to see both cameras on your account.\nCustomer: Okay let me check \nHuman Agent: ok\nCustomer: I’m good was able to see both cameras \nThanks a lot \nHuman Agent: You're welcome!  Have a great weekend"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: My camera not record \nCustomer: My account \nCustomer: 21952923\nCustomer: Mothytimohan@icloud.com\nCustomer: Mothytimphan@icloud.com\nHuman Agent: Hi my name is Wendy.  Are you needing help with the 2 cameras on your account named Gelous1?\nCustomer: My account number . 21952923\nCustomer: Yes\nCustomer: Please \nHuman Agent: What color are the indicator lights on the cameras? and are the lights blinking or solid?\nCustomer: Les me see \nHuman Agent: ok\nCustomer: Reen \nHuman Agent: solid green or blinking green?\nCustomer: Yes\nHuman Agent: are the indicator lights solid green OR blinking green?\nHuman Agent: solid green? or blinking green?\nCustomer: Yes\nHuman Agent: which one?\nCustomer: Solid green \nHuman Agent: Solid green can indicate a power issue.\n\nIs the camera connected directly into a wall outlet, a power strip, a surge protector, or an extension cord?\n\nIf you are using a power strip, surge protector, or extension cord, please unplug from that, plug the camera in directly to a wall outlet with the original power adapter.\n\nOr try a different working power adapter, see if that will get the cameras to power on and start blinking green or switch to solid blue.\n\nCustomer: Ok\nCustomer: I take out and I but back power \nHuman Agent: okay.  no exstension cords, power strips, or surge protectors?  Just the original adapter connected to a wall outlet now?\nCustomer: Yes \nHuman Agent: what color are the indicator lights now on the cameras? and are the lights blinking or solid?\nCustomer: Just the original a wall \nHuman Agent: what color are the indicator lights now on the cameras? and are the lights blinking or solid?\n\nCustomer: I but back now \nHuman Agent: what color are the indicator lights now on the cameras? and are the lights blinking or solid?\n\nCustomer: Wait minutes \nHuman Agent: ok\nCustomer: Blinking \nCustomer: Green \nHuman Agent: okay if they stay blinking green you can set them up using QR code setup or Zink setup.  \nHuman Agent: QR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: Ok\nCustomer: I think I can do  \nCustomer: Thank you \nHuman Agent: okay great\nHuman Agent: You're welcome!  Have a good day\nCustomer: How I updated pay  records camera\nCustomer: I you check my account \nCustomer: I pay already or not \nHuman Agent: It looks like you might have (3) 7-day monthly apple plans.  \nHuman Agent: In order to change your subscription you can go to the cloud tab in the app, choose to subscribe, and then subscribe for only the two cameras you want subscribed. As it is a downgrade, the next renewal date would then roll into your new 2 camera subscription. If you would prefer to cancel entirely, you would do so from your Apple subscriptions. https://support.apple.com/en-us/HT202039\n\nCustomer: Yeah record 7 day months ok\nCustomer: When I can see my record \nHuman Agent: The cameras need to be online to record footage.  You will also need to enable the cloud plans onto the cameras.\nHuman Agent: Go to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom.\nCustomer: Ok\nCustomer: D/static_file/2aefe737cd_1_20241028144903.jpg\nCustomer: D/static_file/9ce34256a4_1_20241028144932.jpg\nCustomer: I can not  I don’t know why \nHuman Agent: You just have the 2 cameras right? or is there a 3rd camera?\nCustomer: D/static_file/61a3c6fbeb_1_20241028145124.jpg\nCustomer: 2\nHuman Agent: In order to change your subscription you can go to the cloud tab in the app, choose to subscribe, and then subscribe for only the two cameras you want subscribed. As it is a downgrade, the next renewal date would then roll into your new 2 camera subscription.\nCustomer: D/static_file/d259dd5d03_1_20241028145410.jpg\nHuman Agent: Did you subscribe the two cameras?\nHuman Agent: this shows the plans expired.\nCustomer: Yes\nCustomer: D/static_file/af1a71fbf5_1_20241028145546.jpg\nCustomer: You see pictures \nHuman Agent: Yes I see it.  Weird because on my end both cameras do not have cloud plans enabled.\nHuman Agent: Do you have a computer?  You could try and edit the plans on the cameras from the web app.\nHuman Agent: user.zmodo.com\nCustomer: Ok\nCustomer: If I can not see record how I do \nCustomer: Your guy hav phone number ?\nHuman Agent: The cloud plans need \nHuman Agent: I just sent you an invite to schedule a callback\nCustomer: Oh ok"]
["Customer: Set up\nCustomer: I connected to my wify and the I am told to scan a QR code with my camera.  How am I supposed to scan a QR code with my camera?   When I open the camera the QR code is not available.  When I go to the QR code the camera is not available \nCustomer: Set up\nCustomer: I cannot set up.  No way to scan QR code with my camer\nCustomer: No way to set up\nCustomer: Can you connect me to a live conversation \nCustomer: Where is the button\nCustomer: Customer care button location\nCustomer: Get me a live agent please \nCustomer: Ok. Let me know when you are ready\n\nHuman Agent: If you are trying to setup a camera, you show the QR Code on your phone screen to the Zmodo camera.\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: So the QR code is for the camera, not my phone camera\n\nHuman Agent: You mean the QR Code on your phone screen when you do the setup in the app? Yes, that you show to the camera you are trying to setup.\nCustomer: Zk8–bfs23nm\nHuman Agent: That is the FCC ID, not the Device ID. The Device ID should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/635155fb57_1_20250103164734.jpg\nHuman Agent: Yes, so you will show the QR Code on your phone screen to that Zmodo camera to set it up.\nCustomer: Ok. I misunderstood the instructions.  I will try with new understanding."]
["Customer: Set up\nCustomer: My camera will not connect and I followed every step\nCustomer: I will try again\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Still will not connect\nCustomer: Tye camera will not connect\nCustomer: My camera will not connect what can u help me with\nCustomer: I have done all that and it is still not connecting\nCustomer: It's on\nCustomer: Can I speak to someone\nCustomer: My camera won't connect \nCustomer: I did it still wont\nCustomer: -1\nCustomer: Need to speak to someone \nCustomer: Agent\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zk8-bfs23nm\nHuman Agent: That is the FCC ID, not the Device ID. It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd16ini7201174\nHuman Agent: Thank you. Let me take a look.\nCustomer: Ok\nHuman Agent: It looks like that camera is already connected to the Wi-Fi network. You will want to try to add it to your account with a LAN Search in the app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: Ok\nCustomer: Still doesn't work\nCustomer: No devices found\nHuman Agent: I am going to sync and restart the camera. You will see the light in the camera change to a solid green, then it will change to flashing green, flashing blue, and solid blue. Watch the light and when it changes to solid blue, try the LAN Search again. You may need to tap on Search again a couple of times as it can take a minute or two for the camera to be found after it reconnects.\nCustomer: Ok\nCustomer: It still doesn't find it\nHuman Agent: Okay, I reset the camera. You will see the light change to solid green and then flashing green. When it is flashing green you can do the QR Code setup.\nHuman Agent: To set up the camera, open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Ok let me try\nCustomer: It worked I have 1 more canera with the same issue can u help with that as well the number is \nZmd16ini7201189\nHuman Agent: Alright, I reset that camera, as well.\nCustomer: Thank u\nHuman Agent: You're welcome."]
["Customer: Ive been trying to connect one of my cameras and is not working\n\nCustomer: Is lit up in blue\nCustomer: Is one of the 4\nHuman Agent: Hi, thank you for contacting support. My name is Dillon.  Is it solid blue or blinking blue?"]
["Customer: Set up\nCustomer: Customer suport\nCustomer: Agent\nCustomer: D/static_file/78fe16f1e0_1_20250113133752.jpg\nCustomer: Can you help me to add again this camera to me current account\nCustomer: Remove by errror\nCustomer: Can you help me\nHuman Agent: Can you go to the Me tab at the bottom right corner of your app? Then tap on the email address or phone number that you see there at the top? There should be an Account Number. If you can give me that number, then I should be able to add the camera to that account.\nCustomer: D/static_file/67102d9722_1_20250113134201.jpg\nHuman Agent: Thank you. Let me take a look.\nHuman Agent: Thank you for your patience. I have bound that camera to that account.\nCustomer: thanks\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Got a new router and can’t hook up the cameras to it\nCustomer: Set up\nCustomer: It’s been 5 yrs we’re do I get that\nCustomer: Where do I find the set up information \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: Where is the initial set up directions \nCustomer: ZMD135E5E2004399\nHuman Agent: Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I sent it\nHuman Agent: I did not receive that message can you resend it \nHuman Agent: Or the name of the camera on the app works too. \nCustomer: KZ8-BFS23NM\nHuman Agent:  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD135E5E2004399\nCustomer: The name is living room\nCustomer: Are you still here\nHuman Agent: Yes\nCustomer: Did you get it\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nHuman Agent: Yes thank you\nCustomer: Green\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code.\n\nCustomer: Ok\nHuman Agent: Let me know if it works"]
["Customer: I have 5 cameras I can't get set up at all please help me \nCustomer: It's flashing green but when I go to click on the zmd wifi that pops up like I'm supposed to it doesn't connect the camera \nMy wifi thing says I can connect to it but it doesn't have wifi \nCustomer: I've done that even went in and forgot that network and reclicked on it and still nada\nCustomer: I can't connect to the wifi zmd bc it doesn't have internet it says \nCustomer: Speak to a human \nCustomer: When I go to connect to the wifi zmd it is telling me no Internt is on the zmd \nHuman Agent: Yes, the ZMD_SAP network does not have internet. That is coming from the camera and it it how you give your camera the Wi-Fi information with the Zink setup.\nCustomer: My cameras are flashing green and are plugged in correctly \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD11JM68001753\nCustomer: I have 4 others do you need those also?\nHuman Agent: We can start with just the one. Can you unplug all of the cameras and then plug in just the one? Then let me know what light you see in the camera when you plug it in?\nCustomer: It's completely green no flashing just green \nCustomer: Now it's flashing green \nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Yes sir it's showing up\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: Yes sir"]
["Customer: Can't scan QR code with my Android galaxy phone \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 32LE44232992\nHuman Agent: That camera will use the Zink setup. Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home Wi-Fi network name (SSID) and Wi-Fi password. Afterwards, you will need to connect your phone back to your home Wi-Fi network to access the camera.\nCustomer: Ok thanks...I'm off to cook dinner...I took a screen shot of these directions and will try later...thanks\nHuman Agent: You're welcome. Do you have any other questions at this time?\nHuman Agent: Because we will be closing in 8 minutes."]
["Customer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Trouble setting up torch 360\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID listed on the torch 360 you are trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Ayuda\nCustomer: No puedo escanear para conectar la cámara \nCustomer: Cómo pongo en español toda la app\nCustomer: Agente\nCustomer: Troubleshooting\nCustomer: Agente \nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debería comenzar con ZMD y debería estar en una pegatina blanca en la cámara o en el soporte, normalmente debajo de un código de barras.\nCustomer: No conecta camara\n\nHuman Agent: Entiendo que estás intentando conectar tu cámara. ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debería comenzar con ZMD y debería estar en una pegatina blanca en la cámara o en el soporte, normalmente debajo de un código de barras."]
["Customer: Troubleshooting\nCustomer: My cameras are not connecting to my wifi\nCustomer: Where do I find WiFi info?\nCustomer: Help\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Where can I find the WiFi info for my devices?\nHuman Agent: What Wi-Fi information are you looking for? There is not anywhere to find the information, like name and password, about the network the camera is connected to. \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 12kt45225069\nHuman Agent: Thank you.\nCustomer: That is for one of my two cameras, do you need both of numbers?\nHuman Agent: Could you unplug the camera, plug it back in, and tell me what light you see on the camera?\nHuman Agent: Lets work with the one camera for now. But if you can unplug the second camera and leave it unplugged, that would be helpful.\nCustomer: A solid green light\nCustomer: Now it’s blinking\nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Ok\nCustomer: No I don’t see it\nCustomer: Now I do\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: Now that I see it should I still do this?\nHuman Agent: Yes, that is the setup method you will use to connect the camera to your Wi-Fi netowrk.\nCustomer: Ok"]
["Customer: I deleted my cameras from the old app and am trying to add to the new appp my cameras have no lights\n\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you send me the cameras Model and ID number, the ID will start with ZMD,\nCustomer: I have deleted my cameras from the old app and i am trying to add to the new app my camera was working before i deleted it it now has no lights showing\n\nCustomer: ZMD14E9G4000049\nHuman Agent: Its possible that the cameras may be online, sometimes tis hard to see the solid blue lights, I can look up the device to see if it is online or not. \nHuman Agent: Let me look up this device, one moment\nCustomer: It has been deleted from my old app does that matter\nHuman Agent: No, cameras can e online and be deleted from accounts. Is the camera currently plugged into power right now\nCustomer: Yes\nCustomer: I had removed device from the app\nHuman Agent: Okay, I cant tell if its online or not form my end, can you try covering the front of the camera to make it dark and see if the red IR lights come on? if they do come on let me know\nCustomer: The ir lights did come on\nHuman Agent: The camera can be deleted from an account and remain online. \nCustomer: Ok so now what\nCustomer: I want to add to the new app\n\nHuman Agent: Okay, can you unplug and plug in the camera then see if you can go to the add area to see if it pops up for you to add?\nHuman Agent: the camera may take a minute after the reboot to come online if it is doing that.\nCustomer: Ok i un plugged for about 30 seconds \n\nHuman Agent: Okay plug it back in then watch the lights to see if there are any, after a minute see if it will let you re add it or not.\nCustomer: Still no lights \nHuman Agent: Okay, see if you can add it in the app, if not then try going through the setup with the camera. \nCustomer: Connection timed out 2 times\nCustomer: Are you still there?\nHuman Agent: Yes, I checked to see what setup the camera uses, looks like it may use the QR code or the Zink setup, which setup did you try?\nCustomer: QR code setup\nCustomer: Thanks Dillon\nHuman Agent: It looks like it's now online. What would you like it to be named on your account? I can add it back on for you. \nCustomer: Front door\nHuman Agent: Okay, got it added. Please go to the home page of the app and if you do not see it, pull down to refresh and it should then show up. Let me know if you have any trouble accessing it live. \nCustomer: I have another camera to add with no lights \nZMD14ICG4000936\nHuman Agent: This one is offline. If you cover the lens with your hand, do red IR lights come on?\nCustomer: Yes\nCustomer: I removed the camera from the old app\nHuman Agent: Okay, and you're unable to see the green or blue indicator lights at all on it? We can try the same QR setup with it, though will be a bit harder to tell what is going on with it offline. \nHuman Agent: *bit harder to tell what is going on with no lights\n\nCustomer: Ok give me a minute to get a power cord for my phone it is about dead\nHuman Agent: Okay. \nCustomer: Connection timed out \nHuman Agent: Okay, if you unplug it, plug it back in, and watch the lens for the indicator light, do you see it at all when it's starting up?\nCustomer: I am not sure if i can get this one unplugged\nHuman Agent: You're unable to access where it is plugged in or the connection point between the two cable sections? If so, would the breaker be an option?\nCustomer: I was able to unplug\nHuman Agent: Okay, and when plugging it back in, are you able to see the indicator light at all?\nCustomer: No light but IR lights light up\nHuman Agent: It is now online. What would you like this one to be named?\nCustomer: Garage\nHuman Agent: Okay, got it added. Please go to the home page of the app and if you do not see it, pull down to refresh and it should then show up. Let me know if you have any trouble accessing it live. \nCustomer: It is working i am also trying to add an indor device \nZMD12JQBC200319\nCustomer: I have a green flashing light\nHuman Agent: Okay, please restart it. Once it returns to flashing green, if it does not continue on to solid blue, you can then connect it using the Zink setup. \nHuman Agent: In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. If it does not load the next step, see troubleshooting below.\n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\nCustomer: How do i get into ziink set up i keep getting the qr code set up\nHuman Agent: You may follow the instructions in my previous message. You would hit the plus in the top right of the home page of the Zmodo app, then choose Zink."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Activar mi cámara \nCustomer: Agente \nHuman Agent: ¿Cómo puedo ayudarte?\nCustomer: No puedo activar mi cámara \nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debería comenzar con ZMD y debería estar en una pegatina blanca en la cámara o en el soporte, normalmente debajo de un código de barras.\nCustomer: ZMD19H2IHA03981\nHuman Agent: Gracias. Parece que la cámara está en línea, por lo que querrás agregarla con una búsqueda LAN en la aplicación.\nHuman Agent: Abra la aplicación y toque Agregar dispositivo. Luego toque los cuatro cuadrados en la esquina superior derecha. En la parte inferior de la pantalla dirá \"¿La cámara con cable o la cámara WiFi ya están en azul fijo? Toca aquí para agregarla\". Toque eso y podrá agregar la cámara a su cuenta.\nCustomer: Ya lo intenté y no funciona \nHuman Agent: Bueno, intentémoslo de nuevo. Y puedes decirme qué ves en la aplicación cuando la pruebas.\nCustomer: Dice no se encuentra dispositivo \nHuman Agent: Muy bien, sincronizaré y reiniciaré la cámara. Mira la luz en la cámara. Volverá a cambiar a un color verde sólido y luego debería volver a conectarse a un azul sólido. Cuando vea que la luz vuelve a cambiar a azul fijo, intente realizar la búsqueda LAN nuevamente. Es posible que tengas que tocar Buscar nuevamente varias veces, ya que puede tomar un par de minutos encontrar el dispositivo después de que se vuelve a conectar.\nCustomer: Dice no se encuentra dispositivo existente en lan\nHuman Agent: Muy bien, ¿puedes desconectar la cámara y dejarla desconectada por mí? Intentaré agregarlo manualmente a tu cuenta.\nCustomer: Ok desconecta \nHuman Agent: He vuelto a agregar la cámara a tu cuenta. Se llama \"Dispositivo inteligente\", pero puedes cambiar el nombre en la configuración si lo deseas. Es posible que desees reiniciar tu aplicación si no aparece inmediatamente.\nHuman Agent: Quiero informarles que el soporte del chat en vivo se cerrará en 7 minutos. Si necesita más ayuda, puedo tomar su nombre y número de teléfono y pasárselos a nuestro representante de habla hispana. Te llamarán cuando estén disponibles. No sería hasta mañana como pronto ya que cerramos en breve.\nCustomer: Ya funciona muchas gracias \nHuman Agent: De nada"]
["Customer: Can i talk to teach\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: How i change wifi network for my home zmodo security camera \nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: I can't set up the camera\nCustomer: Flashing Green light \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you are trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: ZMD12DB47212754\nHuman Agent: Thank you. In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\nCustomer: I've already done all this and it fails\nHuman Agent: What part do you get stuck on?\nCustomer: Step 3 \nHuman Agent: Okay, please try turning off your phone's cellular data, make sure your phone is staying connected to ZMD_SAP, and make sure you're staying within 10 feet of the camera in the same room. \nCustomer: It Didn t work \nCustomer: ZMD_SAP dont connect\nHuman Agent: Is ZMD_SAP not showing up now?\nCustomer: I used this camera for a long time, suddenly it stopped working\nHuman Agent: Is ZMD_SAP not showing up now?\n\nHuman Agent: We will be closing in 10 minutes at 6pm CT. I would be happy to continue to assist you until then, but the chat will close at that time. If you would like a callback, you may schedule one via the button below. If you would prefer an email follow up instead, please let me know and provide an email you would like me to reach out on tomorrow. \nCustomer: D/static_file/a0f559f7c9_1_20241213175306.jpeg\nCustomer: No signal \nHuman Agent: That seems to show you are connected and have full bars of signal. The signal you're pointing at at the top is your data signal which is not related, though as I mentioned you'll want to turn off cellular data if you have not already during the set up. \nHuman Agent: We are currently unavailable for live chat support, but you can reach out to us via email support@zmodo.com. Our new hours of availability are:\n\n- Monday to Friday: 9am to 12pm and 1pm to 6 pm CST\n* Excluding Holidays\n\nYou may also contact the chat outside of our hours again to speak to our AI chatbot Mira who can assist with some troubleshooting. I've also sent a callback scheduling form where you can click the button in the chat in order to schedule a callback for a future date if you'd prefer.\n\nThank you for understanding."]
["Customer: Problem with my Zmodo account\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. What kind of issues? \nCustomer: Recently, I was on with support and there is so issue with my account and ip address. I'd like to get this resolved but the person said it was $149.99 \nHuman Agent: I am not sure what issue you mean, we also do not charge for support. \nCustomer: That's what I thought... it seemed fishy.... but I cannot add cameras to my account and he said it was an issue with my account and the ip address my account uses.\nCustomer: Should I start over with, I am unable to add cameras to my Zmodo app\nHuman Agent: Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: yes one moment\nHuman Agent: Okay thank you\nCustomer: ZMD13H2EC272881 & ZMD13H2EC273123\nCustomer: they are both on and blinking green\nCustomer: yes\nCustomer: ZMD13H2EC272881 & ZMD13H2EC273123\nCustomer: They are both blinking green\nHuman Agent: Okay \nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code.\n\nCustomer: one added and one didnt... ZMD13H2EC273123\nCustomer: yes\nHuman Agent: ZMD13H2EC273123 is on your account but named smart device. \nCustomer: i see it now\nCustomer: Thank you, I appreciate your help\nHuman Agent: I'm glad that worked! Is there anything else I can assist you with?\nHuman Agent: Do you have any info on who wanted to charge your for support, so we can report it. \nCustomer: not right now.... glad I waited and didnt pay the tech that was saying I needed to pay 149.99\nHuman Agent: Okay if you have any other  questions please let us know. \nCustomer: will do"]
["Customer: Troubleshooting\nCustomer: Trying to re-ad an older outdoor cam back on app. Light is staying read & not picking up qr code\nCustomer: -1\nCustomer: Tried all u said \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you send me the cameras Model and ID number as well I will lookup info on it. the ID will start with ZMD or GSG on the sticker not the fccid. \n\nCustomer: D/static_file/0d35ee1175_1_20250312171033.jpg\nCustomer: It’s a ZMD model\nHuman Agent: Can you send me the exact Model? also does it show the brand on the top, side, or back of the camera at all?\nCustomer: Can’t get model # if it’s not in my app. \nHuman Agent: Okay, One moment.\nHuman Agent: Looks like for this camera it can use the QR code or the Zink setup. Can you go through the QR code setup, then at the end when the setup code generates take a screenshot and send that to me in the chat to review."]
["Customer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you trying to set up your camera named Afuera?"]
["Customer: Necesito una persona en español \nCustomer: Agente\nHuman Agent: ¿Cómo puedo ayudarte?\nCustomer: Hola buenas tardes\nCustomer: Disculpa la molestia\nCustomer: Tengo con ustedes 2 camaras que se desactivaron\nCustomer: Con mi  clave de Internet no se activan\nCustomer: Cuando las active me ayudo por teléfono una señorita  de nombre marcela\nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD o GSG y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras.\nCustomer: Y ella medio unas letras del abecedario y se activaron\nCustomer: Ok déjame buscar por favor y gracias\nCustomer: 19H2IHA16594\nCustomer: Gracias\nHuman Agent: Gracias. ¿Podrías desconectar la cámara, volver a enchufarla y decirme qué luz ves en la cámara cuando la enchufas?\nCustomer: Verde\nHuman Agent: ¿La luz es verde fija o parpadea en verde?\nCustomer: Parpadea\nHuman Agent: Para configurar la cámara utilizará el método del código QR. Abra la aplicación y toque Dispositivos y luego toque Agregar dispositivo. Siga las instrucciones en pantalla y la aplicación le pedirá su contraseña de Wi-Fi. Se generará un código QR. Alinee la lente de la cámara con el código QR en la pantalla de su teléfono, dejando aproximadamente 8 pulgadas de espacio entre ellas.\nHuman Agent: Cuando aparezca el código QR en la pantalla de su teléfono, intente sostener la pantalla del teléfono cerca de la lente de la cámara Zmodo y tire lentamente del teléfono hacia atrás. Observe atentamente la luz de la cámara y avíseme si cambia del verde intermitente en cualquier momento mientras muestra el código QR a la cámara.\nCustomer: Si pero no agarro la última ves por que una señorita  de tu compañía me las configuro y trabajaron\nCustomer: Sera que se pueda hacer algo??\nHuman Agent: No podemos configurar las cámaras de su cuenta de forma remota. Es posible que le hayan dado instrucciones sobre cómo configurar las cámaras.\nCustomer: Disculpa mi tarda saliendo yo no tengo mucha experiencia con esto\nHuman Agent: Para configurar la cámara, utilizará la configuración del código QR.\nCustomer: Ok lo voy a intentar\nCustomer: Aparecen letras rojas dice reiniciar dispocitivo\nHuman Agent: ¿Tienes un código QR en la pantalla de tu teléfono?\nCustomer: No me deja\nHuman Agent: ¿Qué tienes en tu pantalla cuando abres tu aplicación?\nCustomer: Viene el ID DE CAMARA Y AQUIEN PUEDO INVITAR\nCustomer: Pero no sale codigo\nCustomer: Ustedes no tienen número teléfono donde pueda llamar\nHuman Agent: ¿Qué ves en tu aplicación ahora mismo? ¿Puedes ir a la pantalla que muestra la lista de tus dispositivos?\nCustomer: Para mi es más facil\nHuman Agent: No tenemos un número de teléfono al que pueda llamar. Puede programar una devolución de llamada, pero la devolución de llamada será en inglés.\nCustomer: Mira aparecen cuatro camaras\nCustomer: 2 las tengo apagadas\nCustomer: Y la que quiero activar como hago para el código QR\nHuman Agent: Bien, ¿dice Agregar dispositivo en la parte inferior de la pantalla?\nCustomer: Si\nHuman Agent: Luego toque Agregar dispositivo. Siga las instrucciones en pantalla y la aplicación le pedirá su contraseña de Wi-Fi. Se generará un código QR. Alinee la lente de la cámara con el código QR en la pantalla de su teléfono, dejando aproximadamente 8 pulgadas de espacio entre ellas.\nCustomer: Ok\nCustomer: Mira aoarece verde y azul y medico qué el tiempo se a agotad\nHuman Agent: ¿La luz cambia a azul intermitente cuando muestras el código QR a la cámara Zmodo?\nCustomer: Si\nCustomer: Mira mejor dejamos esto asi.\nCustomer: Déjame checa bien la clave del wifi\nHuman Agent: Si la luz cambia a azul parpadeante, significa que está leyendo el código QR. Puede ser un problema con el Código QR o la red o contraseña. ¿Puedes enviar una captura de pantalla del código QR que estás mostrando a la cámara de Zmodo?\nCustomer:  Y acaban de llegarme 4 camaras nuevas\nCustomer: Déjame destapadas y ver si esa es la contraseñña\nCustomer: Y yo los vuelvo a molestar\nCustomer: No quiero quitarte tu valioso tuempo\nCustomer: Yo no tengo experiencia en esto \nCustomer: Que te parece se lo hago con calma aquí en mi cada \nHuman Agent: Eso está bien. Podemos solucionar el motivo por el que las cámaras no se conectan. ¿Puedes enviar una captura de pantalla del código QR que estás mostrando a la cámara Zmodo?\nCustomer: Y los molesto para activar las otras 4\nCustomer: Ya me desespere y no tengo paciencia con esta tecnología deja que venga mi hijo y lo molestare\nCustomer: Aunque no megusta por que empiezan con su cantaleta jijiji\nCustomer: Gracias y mil disculpad\nCustomer: Los molestare más adelante ya que este al tiro como dicen los jovenes\nHuman Agent: De nada. No hay nada por qué disculparse. Puede contactarnos nuevamente si necesita más ayuda.\nCustomer: Gracias muchas BENDICIONES A TI Y AL EQUIPO\nCustomer: Buena Tarde\nHuman Agent: De nada. Que tenga un buen día."]
["Customer: Can't connect one of my old cameras to a new Wi-Fi\nCustomer: I've tried everything it will not connect\nCustomer: My device will not connect\nCustomer: Representative\nCustomer: My camera will not connect to my new Wi-Fi stop sending me dumb text messages and tell me what to do\nCustomer: Need someone to call me\nCustomer: Agent\nCustomer: Agent\nCustomer: How long is this going to take\nCustomer: Hello\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/39328cf7af_1_20241218165606.jpg\nCustomer: Zmd11kg84003463\nHuman Agent: Thank you. Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: I just did that you unplug it plug it back in it goes green and then starts blinking green\nHuman Agent: Alright, is the light still blinking green in the camera?\nCustomer: Yes\nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: My Wi-Fi is fine I got two other devices on it\nHuman Agent: I did not say there was an issue with your Wi-Fi network. I asked if you can check your Wi-Fi settings to see if it shows the Wi-Fi network that the camera is broadcasting for the Zink setup.\nCustomer: Yes I can see it\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: Ok one sec\nCustomer: Still not working\nHuman Agent: Alright, what step are you getting to in the Zink setup?\nCustomer: I'm getting to the part where you type in the Wi-Fi network and everything password hit the check mark it's buffers and then goes back to the same thing\nCustomer: Everything was fine until I switched Wi-Fi networks and this is the only camera that will not reconnect\nHuman Agent: Does it ask you to choose a Wi-Fi network and not show your network? Or does it automatically ask you to type in the Wi-Fi network name?\nCustomer: Yeah it asked that but it picks it up but when I try to pick it up through y'all stuff it won't pick it up so I got to type it in\nCustomer: Is there another way to do this because I'm not going to sit out here and get ate up by mosquitoes can y'all just send me a new one since this one don't work\nCustomer: My two white ones work fine but all my black ones have stopped working this one and the other two that I used to use it stopped working\nHuman Agent: Okay, if it asks you to select the network and is not showing the networks, that means your phone is using your Mobile Data and not the ZMD_SAP network. So you will want to go to your phone settings and turn off the Mobile Data while you do the setup.\nCustomer: I did exactly what it said I connected to the zmd and then tried to connect to mine and it's not working it's not rocket science I've had these cameras for a long time and the black ones do not work no more\nHuman Agent: The app is asking you to select a Wi-Fi network. And if it does not show any networks when you tap to select the networks, then that means your phone is using your Mobile Data. It is doing that because the ZMD_SAP network is coming from the camera and does not have internet. So you will want to go in to the phone settings and turn off the Mobile Data while you do the setup. That way the phone does not use the Mobile Data and will use the ZMD_SAP network to talk to the camera.\nCustomer: I'll try again tomorrow but if it don't work y'all need to send me a new one\nHuman Agent: We would be happy to help troubleshoot the camera and the connection. Our Live Chat support is available Mon-Fri 9AM-12PM and 1PM-6PM CST.\nHuman Agent: The warranty on the camera would have expired a few years ago, so we would not be able to replace the camera if it is not functioning."]
["Customer: I cannot get one of my cameras online\nCustomer: did not work\nCustomer: Need help\nCustomer: Camera won’t connect\nCustomer: -1\nCustomer: Setup failed\nCustomer: -1\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Hello\nCustomer: Hello, my camera that I have by my front door disconnected this weekend and it was blinking green and I tried to do a few of the different set up options and none of them would work for me\nCustomer: Yes, that wouldn’t work\nCustomer: I need a person\nCustomer: My camera disconnected this weekend and I tried a few of the set up options in the app and none of them would work. It keeps blinking green and will not set up.\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I will try it is in a high place by my Front door and it might be hard for me to access\nCustomer: D/static_file/4270f2674b_1_20241028112951.jpg\nCustomer: That?\nCustomer: Can you read that?\nHuman Agent: It is a little blurry, but I think I can read it.\nCustomer: Zmd13ch45235563\nCustomer: Are you still there?\nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Don’t see it but I just plugged the camera back in\nHuman Agent: What light do you see on the camera?\nCustomer: Don’t see that\nCustomer: The camera blink screen when I first plug it back in, but then it just stops and I don’t see any lights\nCustomer: Earlier this morning, it was blinking green constantly, and then I unplugged it for a while\nHuman Agent: That is because it is online and connected to your router. You likely just needed to unplug the camera and plug it back in. Since you removed the camera from your account, you will want to try to add it back to your account with a LAN Search in the app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: I unplugged it multiple times before I left it unplugged this morning and it was not connecting previously\nCustomer: Can you assist me with the LAN search in the app? I am not sure what you mean.\nHuman Agent: Did you receive the instructions that I sent in the second message?\nCustomer: Yes\nCustomer: It seems to  have worked\nCustomer: I am not sure if I had a subscription on that camera. What will happen if I did since I removed it previously\nHuman Agent: It looks like you had a Clips Free Trial, but canceled that free trial, and it would have expired already.\nCustomer: Ok. Thank you\nHuman Agent: You're welcome.\nCustomer: The trouble all started when the camera accidentally got sprayed with the hose so maybe it just needed a little bit of time to get itself together again lol\nCustomer: Thanks again for your help. Have a nice day.\nHuman Agent: You're welcome. You have a good day, too."]
["Customer: Set up\nCustomer: New WiFi set up \nCustomer: Can you help me \nCustomer: I need to set up \nCustomer: 1\nCustomer: Troubleshooting\nCustomer: I need help\nCustomer: I need to set my new WiFi to these cameras how can I do that? \nCustomer: I need the number for Customer Service \nCustomer: Ok \nCustomer: Hello are you there\nHuman Agent: To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I don’t have the code my WiFi is only changed that’s all \nCustomer: I need to connect my WiFi \nHuman Agent: You would make the QR Code to show to the Zmodo camera in your app.\nCustomer: How do I do that? \nHuman Agent: To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Troubleshooting\nCustomer: Agent \nHuman Agent: How can I assist you?\nCustomer: When I try to set up my Zmodo to my new wifi it connects to ZMD but it says connected without internet. From there it doesn't let me proceed \nHuman Agent: The ZMD_SAP network does not have internet. What screen are you at in the app after you connect to the ZMD_SAP network?\nCustomer: Let me see if I took a screenshot. I do know after I get that message z of z conducted without peter that it does not let me proceed to do any other setup\nHuman Agent: You can also go through the setup again if needed and we can see where it gets stuck.\nCustomer: I can't do it now but I will take a picture of where I get stuck\nCustomer: What am I supposed to do after it connects to zmd\nHuman Agent: You will go to the app and enter your Wi-Fi network and password.\nCustomer: Okay.Yeah, I remember trying that and it did not connect\nCustomer: Hopefully, the company makes it easier to change WI. Fi connections easier in the future. I always have a difficult time every time.I set up my cameras to a new connection\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I'm not home right now but I will get that information an try later today \nHuman Agent: Alright, please contact us if you need further assistance with setting up the camera. We would be able to help you troubleshoot the setup when you are with the camera."]
["Customer: How do I change the WiFi used with Zmodo cameras \nCustomer: New WiFi for cameras \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: im trying to connect my camera but is not working \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're setting up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: WiFi set up \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: If changed Internet,what do I need to do to camera to work\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: What is the setup process to connect to my new WiFi \nHuman Agent: That is listed in my previous message, are you able to see it?\nCustomer: Yes thank you \nHuman Agent: No problem, let me know if you have any trouble."]
["Customer: I updated my payment method, and it says that I am paid until July 2025. But when I click on live icon, all it says is poor connection. Please try again later. And it has been doing that for the past couple of weeks. So something is wrong somewhere. \nHuman Agent: Hello, my name is Grant. The camera on your account is offline, which means it is not getting internet access. Are you there with the camera to troubleshoot the device?\nCustomer: Sorry didn’t see the conversation what do I need to do\nHuman Agent: Hello, my name is Grant. The camera on your account is offline, which means it is not getting internet access. Are you there with the camera to troubleshoot the device?\nCustomer: I am\nHuman Agent: What light do you see on the camera?\nCustomer: I don’t see a light\nCustomer: Sort of see a red light very faint\nHuman Agent: Alright, can you take the doorbell off of the bracket and then press and hold the doorbell button for 20-30 seconds. Then give it another 20-30 seconds and put it back on the bracket. Let me know if you see a light on the doorbell when you put it back on the bracket.\nCustomer: How does it come off\nHuman Agent: It should lift off of the bracket that it is mounted on. There may be two security screws holding it to the bracket. Either two on the bottom or one on the bottom and one on the side.\nCustomer: Yep putting it back on\nCustomer: Have a green light now\nCustomer: Green light went away \nCustomer: Now it’s blinking and then goes out and then blinks\nHuman Agent: Okay, so it is alternating between blinking green and no light?\nCustomer: Correct\nCustomer: Not blinking now just dark\nHuman Agent: Then it is changing between flashing green and flashing blue, but it can be hard to see the blue light. That means the camera is ready for setup. Are you using the meShare app?\nCustomer: Just see geeen and yes using meshare\nHuman Agent: Do you still have the quick guide that came with the camera?\nCustomer: Don’t think so\nHuman Agent: Okay I can send you the QR code you need to start the set up. Do you have another phone to do the set up with so we can continue the chat on this device. If not do you have a computer that can display the QR code if I email it to you. If so what is the best email to send it to? \nCustomer: Have another phone my wifes\nCustomer: Bethmorris437@gmail.com\nHuman Agent: I have sent you the email with the QR Code. Tap the \"+\" icon on the app home screen in the top right. Make sure your camera is powered on and flashing green. Tap Start Installation at the bottom of the screen. Scan the QR code included in this email when prompted by the app. Follow on-screen instructions, input your WiFi password, and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Ok working on it \nCustomer: Doesn’t seem to be reading the 2nd QR code\nHuman Agent: The camera is online. So it read the QR Code and connected to your Wi-Fi network. Are you able to see the live video from the camera?\nCustomer: Yes it seems to be working. Thanks\nCustomer: Nothing else to do?\nHuman Agent: You're welcome. Do you have any questions?\nCustomer: Don’t think so\nHuman Agent: Please do not hesitate to reach out if you have any questions or need any further assistance."]
["Customer: Como puedo reconectar mis camaras\nCustomer: Es que es una nueva cuenta de internet \nHuman Agent: Hola, te has comunicado con atención al cliente. Te habla Marcela. ¿Podrías darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras.\nCustomer: Agente\nHuman Agent: Hola, te has comunicado con atención al cliente. Te habla Marcela. ¿Podrías darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras.\nCustomer: 1912lha 14613\nCustomer: Ya las tenía conectadas pero cambie compañía de internet solo quiero conectarlas al internet nuevo\nHuman Agent: Para comprobar el estado actual de la cámara, mire la luz indicadora que se encuentra en la cámara o en su interior. ¿Parpadea en verde o se ilumina en azul?\nCustomer: Verde\nHuman Agent: Sólida o intermitente?\nCustomer: Intermitente \nCustomer: Tengo 3 camaras\nHuman Agent: Para configurar la cámara, utiliza el método del código QR. Abre la aplicación y haz clic en el icono \"+\" en la esquina superior derecha, luego selecciona Código QR. Elige \"Iniciar instalación\" o \"Siguiente\" en la parte inferior de la pantalla para iniciar la configuración. Sigue las instrucciones en pantalla, ingresa tu contraseña de WiFi (recuerda que distingue entre mayúsculas y minúsculas) y pulsa \"Siguiente\". Se generará un código QR. Alinea la lente de la cámara con el código QR en la pantalla de tu teléfono, dejando aproximadamente 20 cm de espacio entre ambos. La cámara escaneará automáticamente el código QR.\nCustomer: Todo esto está en la app que ya tengo abierta en mi celular \nHuman Agent: ¿Si puedes probar la configuración del código QR?"]
["Customer: Set up\nHuman Agent: Hi my name is Wendy\nHuman Agent: The device you are wanting to setup, is it new? or has it been setup before?\nCustomer: I am trying to add another camera to my system but don't know what I'm doing wrong \nCustomer: New\nHuman Agent: What is the device ID and model of camera?  Both the ID and model will be listed on stickers on the camera\nHuman Agent: The ID will start with ZMD or GSG\nCustomer: Model is zpIBH27W\nCustomer: ZK8 BPS23NM\nHuman Agent: This type of camera can use QR code or Zink setup.  What color is the indicator light on the camera? and is the light blinking or solid?\n\nThe device ID will be near the zk8 number, it will start with ZMD\nCustomer: ZMD19G4IH412334\nCustomer: Green blinking \nHuman Agent: \nQR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: Ok I will have to unplug it and move it to the router.\nHuman Agent: ok"]
["Customer: Set up\nCustomer: I can't get the zmodo camera to connect \nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Light on outdoor camera won't stop flashing green \nCustomer: Network is working and I'm only 5 foot from the router \nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Should I forgot device and start over \nHuman Agent: Hello, my name is Marcela, thank you for contacting support. No need to remove the camera off the account.\n\nHuman Agent: When you do the QR code set up does the camera change to flashing blue? \nCustomer: Indicator light still flashing green \nCustomer: I've unplugged it several times \nHuman Agent: Did you recently change the  wifi information? \nCustomer: No I haven't \nHuman Agent: Okay\n\nCustomer: The other 2 are working fine \nHuman Agent: Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD16LG17554660\nHuman Agent: Thank you\nCustomer: Your welcome \nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code.\nCustomer: Yes\nCustomer: I've tried doing that twice \nCustomer: That's why I was going to try. Forgetting the device and try it that way \nHuman Agent: No need to forget it. Does the light change to flashing blue? \nCustomer: No just flashes green \nCustomer: Yes\nHuman Agent: Can you unplug the camera, wait 30 seconds then plug it back in. Once the camera is flashing green lets try the QR code set up again. Start with your phone directly in front of the camera, slowly pull back the phone from the camera lens until it is 8 inches away, and hold it there for about 40 seconds as still as possible. Please let me know if the light changes to flashing blue? If the camera still doesn't connect please take a screenshot of the QR code and send it in the chat. \nCustomer: D/static_file/ff44b1326e_1_20240913102224.jpg\nHuman Agent: Are the red lights on the cameras on? \n\nHuman Agent: Can you disable the dark mode on the phone and make sure the camera is right side up\nCustomer: Only the flashing green light. No red ones\nCustomer: And I turned off night mode and tried that \nCustomer: Dark mode I meant \nCustomer: I got it. Thank you for your help \nHuman Agent: You're welcome I am glad that worked"]
["Customer: Troubleshooting\nCustomer: When I reset my Zmodo 8 channel NVR, 13 of my 15 cameras went off line and they are all blinking green, but none of the camera setup procedures work. Mt wif-fi signals are strong. How can I get my cameras back on-line?\nCustomer: I have tried all 4 steps several times. Nothing works.\nCustomer: When I try QR code, nothing happens. When I try Zink, I get an indication that it is trying to connect, but it never does. \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're currently working on? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: I actually have 13 cameras that suddenly don't work (2 still work). The one I am trying to connect is located about 10 feet from the router and have a very strong signal. Device # is ZMD32L144239064. \nHuman Agent: Yes, resetting the NVR resets the cameras going through it. That ID does not seem to be valid. Is it possibly ZMD32LI44239064? That device is bound to an account with an email starting with to if that helps to identify it as the correct device. \nCustomer: Yes, that could be it... difficult to tell a 1 from an L.\nHuman Agent: Okay. It looks like this camera (and the other cameras of the same model on that account) use the Zink setup, but all of the other cameras on the account use the QR setup. Overall QR setup may be easier so you may want to start with the others as if you connect one, it'll send out a signal to connect any other nearby cameras so you may not then need to go through setup quite as many times. If you're able to start with one of the other models, you can use the instructions below. If not, let me know and I'll send Zink instructions instead. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: I will try some things based on the info you gave me, so I will get back to you later if I still have a problem.\nHuman Agent: Okay, sounds good. Have a good day!"]
["Customer: Troubleshooting\nCustomer: Hi my camera is not working from 9/24\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Is it currently blinking green?\nCustomer: yes\nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\n\nCustomer: i wii try it thanks\nHuman Agent: No problem. \nCustomer: have a good day\nHuman Agent: You too!"]
["Customer: Set up\nCustomer: Connection keeps timing out.  What to do\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Zmd1986ih401338\nHuman Agent: Thanks. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: Someone call me please\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: Hi Kyle the camera is not taking the QR code \nCustomer: Send the schedule \nHuman Agent: I sent the scheduler for you now, when filling it out be sure not to use any spacing or dashes in the phone number or it will not submit."]
["Customer: How do I change my Internet provider on my cameras?\nCustomer: 1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily."]
["Customer: Agent \nCustomer: Hi Mira,\nCustomer: Can you please send me the scan  barcode for the camera \n\nCustomer: ZMD24I5H9218193\nCustomer: Alaagamar1985@gmail.com\nHuman Agent: Yes, give me a minute to send you an email.\nCustomer: Sure thank you Grant \nHuman Agent: I sent another email, but it is the same QR Code as you used for the setup of your camera yesterday.\nCustomer: Hello \nHuman Agent: Did you receive the email with the QR Code for the setup?\nCustomer: Thank you Grant I received the code\nCustomer: I really appreciate your help for today and yesterday 🌹\nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: Agent\nCustomer: Ok\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZpIDQ1D-w\nHuman Agent: That looks like a Model number, not the Device ID. It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: All my cameras got disconnected when I added a NVR \nCustomer: Zmd13gadb211944\nHuman Agent: Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Green \nHuman Agent: Is it flashing green or solid green?\nCustomer: Flashing green\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Ok\nCustomer: Hi it worked!\nCustomer: How can I add the NVR?\nCustomer: The ID no. Is zmd13gLA1229421\nHuman Agent: Here are the instructions to add an NVR to your account:\n\nPlug in the device to both power and the router, make sure your phone is connected to the same router as the NVR.\nOpen the App and confirm you are signed in with the account you want the device linked to.\nTap the plus sign (+) on the top right and select Legacy, then Smart Kit.\nTap the check mark to confirm the NVR is powered up, this will prompt the app to do a network search for the NVR.\nIf the app locates the NVR it will show you the option to select the NVR and Name it. The name goes on the same line as the Device ID, after entering a name you can adjust the time zone and enter a password for your device.\nLastly tap on the checkmark at the bottom to add the device.\nCustomer: What does the NVR do exactly?\nCustomer: Will just allow me to see all the cameras in one screen?\nHuman Agent: The NVR connect to the NVR through the router and they can record to a hard drive locally to the NVR. You can also connect the NVR to a monitor and view the cameras on the monitor or television.\nCustomer: Ah ok, let me give it a try\nCustomer: Thank you! It worked \nHuman Agent: You're welcome."]
["Customer: Replaced modem, how do I reconnect the cameras?\nCustomer: Yes please give me the steps again\nCustomer: Led flashing green\nCustomer: Set up\nHuman Agent: Hello, my name is Grant. The three cameras on your account will use the Zink setup method to connect to your Wi-Fi network.\nHuman Agent: Make sure the cameras are plugged in and the light in the camera is flashing green. Make sure you turn off the Mobile or Cellular Data on the phone or tablet.\nThen open the app. Tap on the plus sign and select Zink. Select the number of wireless devices and tap on the checkmark.\nTap on Tap here to begin setup. The phone will try to connect to the ZMD_SAP wireless network.\nIf it fails to connect, then you will want to go to your phone's Wi-Fi settings and connect to the network manually. It may say it does not have internet access, and that is okay.\nThen back in the Zmodo app it will ask you to enter the Wi-Fi name or select it from a list. If you have to type it in, then make sure it is a 2.4 GHz network. Then you will need to enter the password. Both the name and password are case sensitive.\nTap the checkmark and you should get a screen that says \"Waiting for connection\". The light in the camera should start flashing blue and go solid blue if it connects."]
["Customer: Set up\nCustomer: Trying to reconnect my device, need help \nCustomer: How can I connect my device to wifi? \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: how do i switch my wi-fi settings\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: Need help resetting device \nCustomer: I need to connect it to new WiFi\nCustomer: It’s not picking up the QR code\nCustomer: It picked the other one up fine \nCustomer: Human\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/952ce968f1_1_20240930092810.jpg\nCustomer: D/static_file/c08abce496_1_20240930092843.jpg\nCustomer: That’s all I have \nCustomer: Unfortunate \nHuman Agent: Can you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Solid green\nCustomer: Now it’s flashing green \nCustomer: Ahhh now blue and green blinking\nHuman Agent: Alright, so it is flashing green with a blue light at the same time? It is not flashing only blue for several seconds, then only green, then back to only blue and going back and forth. Is that correct?\nCustomer: It goes blue green blue green blue green \nCustomer: 1 - 1 - 1 - 1 \nHuman Agent: That means that it is connected to a Wi-Fi network, but it not getting internet. Do you have your old router? Do you have any Wi-Fi extenders or a mesh network?\nCustomer: We have the old router \nCustomer: No internet \nHuman Agent: Okay, can you go to the old router and double check that it is disconnected from power?\nCustomer: Yeah\nCustomer: Now it’s just blinking green \nHuman Agent: Good, that means it is disconnected now that the old router is unplugged and you can do the QR Code setup to connect it to the new network.\nCustomer: Thank you!!! \nCustomer: It worked :)\nCustomer: Yay’\nHuman Agent: You're welcome. Do you have any questions?"]
["Customer: Set up\nCustomer: I am trying to setup my ZP-NL18.  I have the base unit connected but I can not get the cameras to connect to it\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are the cameras wireless and plug into a normal wall outlet for power or or do they plug into a repeater for power/internet?\nCustomer: a wall outlet\nHuman Agent: Okay, when you look at the lights what color are they and are they flashing or solid? \nCustomer: green flashing on the camera and solid green on the base\nHuman Agent: Okay, if the camera is flashing green then that means its not connected to the network at all. To reconnect it you would go through the setup with the camera to give it the Wi-Fi info for it to connect again. Can you give me the cameras Model and ID number so I can see what setup it uses? this info will be on the cameras sticker and the ID will start with ZMD. \nCustomer: ZMD13IBEC205730\nCustomer: Model ZP-IBI15-W\nHuman Agent: It looks like for that camera it could be the setup QR code or Zink, to tell which one it does take we can do a test. You would unplug and plug in the camera, then once it starts flashing green again go into the phones Wi-Fi settings to see what WIFI's are around you on the list, if you see the ZZMD_SAP Wi-Fi then that means this camera would use the Zink setup. If you do not see that network pop up for the camera then that means it uses the QR setup. If you have multiple cameras you will want all of them unplugged while you do the test so they don't interfere. \nHuman Agent: you also have to be within 10 feet line of sight of the camera when you check for the network as well. \nCustomer: I did get a XMD_SAP in wifi\nHuman Agent: Okay, that means it would sue the Zink setup, I will send you the directions for you to try with the camera, When it gets to the end of the setup watch the lights on the camera to see if they react and flash blue then turn solid blue or what happens and let me know. \nHuman Agent: 1.Check Network Compatibility:\n\nEnsure that the W-iFi network you want to connect the camera/s to, is operating on the 2.4GHz frequency.\n\n\n\n2.Access Zink Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the Zink option.\n\n\n\n3.Initiate Installation:\n\nEnter the number of devices you are trying to set up, tap on the check mark or next.\n\n\n\n4.Connecting to the ZMD_SAP\n\nTap on \"Tap Here to begin set up\" follow the onscreen instructions. The phone may warn you this network has no internet.\n\n\n\n5.Wi-Fi Password Entry:\n\nThe app will prompt you to select or enter your Wi-Fi name (SSID) and enter the Wi-Fi password. Remember the Wi-Fi and password are case sensitive.\nCustomer: That worked.  Thanks for your help!!!\nHuman Agent: Fantastic, thank you as well. Is there anything else I can assist you with today? \nCustomer: that was it.  Thanks again!!\nHuman Agent: Great, have a good day, farewell."]
["Customer: Set up\nCustomer: Camera won't read or code on my phone\nHuman Agent: Hi my name is Wendy.  The camera you are wanting to setup, is it new? or has it been setup before?\nCustomer: New\nHuman Agent: What is the model of camera?\nHuman Agent: The model will be listed on a sticker on the camera.\nCustomer: ZP-IBH27-W\nHuman Agent: This type of camera can use Zink or QR code setup.  Is the indicator light on the camera blinking green?\nCustomer: Yes\nHuman Agent: ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nCustomer: I'm a little confused\nHuman Agent: please let me know in more detail what you are confused about?"]
["Customer: Set up\nCustomer: How do I reset my cameras?\nCustomer: How do I reset my camera on model zp-ibh23-w?\nCustomer: Where has it been? Pinhole on model zp-ibh23-w\nCustomer: How do I update the software?\nHuman Agent: Hi my name is Wendy.\nHuman Agent: There isn't a reset button on the camera\nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\n\nCustomer: Zmd 16121720-2890\nCustomer: My cameras quit working. Do I need to reset them or update or do I need to buy cloud service?\nHuman Agent: Zmd 16121720-2890 isn't pulling up any info.  This camera has been setup before? or is it brand new?\nCustomer: No, it's quite old\nCustomer: In the model number there should be no – between the zero and the two\nHuman Agent: Could you please type out the device ID without any spaces or dashes or attach a clear picture of the device ID here?\nCustomer: D/static_file/c8cc275419_1_20241112153323.jpg\nHuman Agent: ZMD16I2I7202890 is the indicator light solid blue?\nCustomer: Yes\nHuman Agent: are you wanting the camera bound to skingsley316@yahoo.com?\nCustomer: None of my cameras show up on my app anymore\nHuman Agent: are you wanting the camera ZMD16I2I7202890  bound to skingsley316@yahoo.com?\nCustomer: Yes\nCustomer: I did not know they bond to my email\nHuman Agent: ZMD16I2I7202890   has been bound to your account.  If you refresh the screen or log out and back in again you will see the camera on your account\nCustomer: That is working, thank you. How do I get my other cameras to bond with my email address?\nHuman Agent: What are the device IDs on the other cameras?\nCustomer: D/static_file/44948648c1_1_20241112154200.jpg\nHuman Agent: ZMD16HPI7200364 shows online.  Its connected to a phone number account ending in 587\nHuman Agent: There are 6 cameras connected to the phone number account\nCustomer: Yes that's right but they're not showing up on my account or in my app\nHuman Agent: Are you logged into the app with your email skingsley316@yahoo.com? or with the phone number ending in 587\nCustomer: With my phone right now\nHuman Agent: You are most likely logged in with email skingsley316@yahoo.com\nCustomer: How do I change that?\nHuman Agent: tap on \"me\" in the lower right corner it will list an email or phone number at the top of the screen\nHuman Agent: You would want to log out then login with your phone number\nCustomer: Okay I will try that\nHuman Agent: ok"]
["Customer: Agent \nHuman Agent: How can I assist you?\nCustomer: Please read our earlier discussion \nCustomer: Still having problems connecting my camera 1 to my new TMobile 5G account \nHuman Agent: The device named \"Camera1\" does not use the QR Code setup. As I mentioned in our previous chat, that camera uses the Zink setup method. \nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: Ok hold on while I try this other method"]
["Customer: I would like to add another camera to my system. But, the original cameras are no longer available. I bought a different camera by Zmodo.\nCustomer: I thought cameras by the Funlux parent company Zmodo would work. \nCustomer: You are ignoring the question. \nCustomer: You could instruct me on how to add the new camera to my existing system. \nCustomer: Blinking red light. \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: ZMD19H3I8D02195\nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: I would like to add this camera to my existing Funlux network. \nHuman Agent: Alright. You would do so via the instructions in my previous message. \nCustomer: Ok, great. I will try that. Thank you!\nHuman Agent: No problem."]
["Customer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. \n\nHuman Agent: It looks like all of the cameras were updated to where they would now use the QR setup rather than Zink. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Why my ZMD33DB44266608 is just blinking blue\nCustomer: this camera is in the same place since ever\nCustomer: Troubleshooting\nCustomer: can I chat with an agent \nCustomer: hello ! think we chat a few months ago\nCustomer: hey this time git the following issue\nCustomer: this camera use to work fine ZMD33DB44266608\nCustomer: but now got a problem with my wifi provider\nCustomer: now wifi is ok\nCustomer: but when i setup this camera is just blinking blue\nCustomer: Im using the same wifi network as before\nHuman Agent: Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: when I do so...\nCustomer: I see solid green\nCustomer: then blinking green\nHuman Agent: Okay, lets do it again.\nCustomer: then I setup via zlink\nCustomer: ok let me do it again\nCustomer: solid green now\nCustomer: blinking green now\nCustomer: will do via zlink\nHuman Agent: Does the light change from the flashing green before you do the Zink setup?\nCustomer: before doing zink was flashing green\nCustomer: now after zlink is flashing blue\nHuman Agent: Alright, watch the light and let me know if it changes from the flashing blue light.\nCustomer: app says waiting for connection.... 0 devices\nCustomer: still flashing blue\nHuman Agent: We are not really worried about what it says on the app if the light on the camera changes to flashing blue. That means the camera got the Wi-Fi information and is trying to connect, so we got through what we needed to on the app.\nHuman Agent: Is the light still flashing blue?\nCustomer: yes\nHuman Agent: And you only did the Zink setup the one time? You did not try it again while we have been on the chat support?\nCustomer: I did it before the chat\nCustomer: I re-do during this chat as requested\nHuman Agent: Okay, that is fine, but not what I was asking. You have only done the Zink setup the one time since we have been in the chat, correct?\nHuman Agent: And the light has not changed to flashing green after it changed to flashing blue?\nCustomer: ok \nCustomer: after started fashing blue\nCustomer: wasnt back to flash green\nCustomer: if I close the app\nCustomer: will start flashing green\nCustomer: you want me to close the app so that will start flashing green ?\nHuman Agent: Sure, close the app and let me know what happens with the light on the camera.\nCustomer: OK I closed the app already\nCustomer: still flashing blue\nCustomer: :(\nHuman Agent: The light is not going to change because you closed the app. The light will change to flashing green if the camera fails to connect and stops trying to connect.\nCustomer: lesson learned ! thank you for sharing this \nHuman Agent: When you do the Zink setup and it asked for your Wi-Fi network and password, did it give you a list of networks to choose from? Or did you type in your Wi-Fi network name manually?\nCustomer: It shows a dropdown list and pick my wifi net\nCustomer: but this time... it showed directly my wifi net and just entered the password\nCustomer: now is flashing green\nCustomer: I didnt touch anything\nHuman Agent: It is good that you get a list of networks to choose from. Can you go to your Wi-Fi settings and make sure your phone is connected to your 2.4 GHz network? Then can you tap on the network name or the settings button next to it? It should take you to a screen with settings and information about the network. \nHuman Agent: Can you tap on \"Forget\" or \"Forget this network\"? That will disconnect you from the network and it will show up in the list of available networks. Then you can tap on it and enter the Wi-Fi password to reconnect to the network.\nCustomer: I have amazon eero... it has both 2.4 and 5.. I need to setup eero first to pause the 5 and be available just 2.4... then I will forget both wifi nets... mine and zlink\nCustomer: and try it again\nCustomer: hold please\nCustomer: taking longer than expected\nCustomer: hold \nHuman Agent: If the Wi-Fi network is both a 2.4 GHz and 5 GHz network, that is fine."]
["Customer: Set up\nCustomer: I’m unable to add my cameras with QR code or zink\nCustomer: That doesn’t work \nCustomer: I need to factory reset my camera \nCustomer: -1\nCustomer: QR code doesn’t work \nCustomer: Troubleshooting\nCustomer: Still doesn’t connect \nCustomer: -1\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.  Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: D/static_file/66da2640f7_1_20250129150615.jpg\nHuman Agent: ZMD19H2IHA15752 thanks.  is the indicator light on the camera blinking green right now?\nCustomer: D/static_file/1e85154098_1_20250129150641.jpg\nCustomer: D/static_file/61b9b06442_1_20250129150653.jpg\nCustomer: Just blue solid\nHuman Agent: Solid blue means the cameras are connected to something on your network.  Do you have more than 1 router?\nCustomer: No but multiple access points \nCustomer: Now flashing green then blue \nHuman Agent: Okay if the indicator light stays flashing green/blue you can set it up using QR code or Zink setup.  \nHuman Agent: Which setup method did you already try?\nCustomer: Qr\nHuman Agent: Please try Zink setup.\n\nZmodo ZINK setup instructions:\n-First go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n-Then turn off mobile data for your phone.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup. Please remain within 5 feet of the camera for the entire process.\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have a tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app\n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nCustomer: Unable to join zmd sap\nHuman Agent: I see 3 cameras online now.  ZMD14GNDA238014 ZMD19H2IHA15752 ZMD19H2IHA15751\nHuman Agent: Do you have more than 3 cameras in total?\nCustomer: Yes \nCustomer: Is there a way you can factory reset them all? \nHuman Agent: Would you please attach a picture of the cameras not online yet?\nCustomer: Ok sure \nHuman Agent: You don't want the 3 cameras on your account?\nHuman Agent: The 3 cameras currently connected to \teskay703@yahoo.com now show online\nCustomer: I do want them \nHuman Agent: okay so far you have 3 setup\nCustomer: I’m in the smarts app and I don’t see three \nHuman Agent: Try refreshing the screen or log out and back in again\nCustomer: D/static_file/56c5da2eba_1_20250129151706.jpg\nHuman Agent: ZMD19H2IHA16231 is now on your account.\nCustomer: Are you able to add other models?\nHuman Agent: What are the other camera IDs that you have?\nCustomer: D/static_file/b154e7f4ca_1_20250129152008.jpg\nHuman Agent: ZMD12K683235014 is the indicator light blinking green on this one? \nCustomer: One sec no\nCustomer: Gonna check power \nHuman Agent: okay thanks\nCustomer: Blinking Green now \nHuman Agent: Okay please setup this one using Zink setup\nCustomer: Ok \nCustomer: Wouldn’t connect \nHuman Agent: Did the indicator light every blink blue when you tried to set it up or only green?\n\nCustomer: Let me check \nCustomer: D/static_file/922e18edee_1_20250129153145.jpeg\nCustomer: Can you please add this one it’s not showing up \nHuman Agent: ZMD19H2IHA16234 has been bound to your account."]
["Customer: I changed my Wi-Fi password. How do I reconnect the cameras to the Wi-Fi\nCustomer: 1\nCustomer: I don't have the box or instructions anymore. I don't remember the initial setup procedure. Can you give me the instructions?\nCustomer: I'm stuck on the first step. I have a green LED light\nCustomer: How do I start the initial setup procedure?\nCustomer: Thank you\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit devices on the home page, then add device on the following page.\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Delete device from account I no longer have access to\nCustomer: Are you live chat agent?\nCustomer: Delete device from account I no longer have access to\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device first to know what kind of account its bound to, can you send me all the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid. \n\nCustomer: ZMD13KDE2274270\nCustomer: ZMD13KDE2274142\nHuman Agent: For both of those cameras they are not bound to an account, you are free to set them up or add them to another account if you wish\nCustomer: I will try again \nHuman Agent: Okay, Let me know if it gives you any trouble with adding the device or not."]
["Customer: Hello\nCustomer: I have chances my módem, how can i chances the network?\nCustomer: Hi, i cant find the ssid\nCustomer: Can someone help me please\nCustomer: I cant conect the the New network\nCustomer: I dont Knowles what to do\nCustomer: How can i contact someone\n\nCustomer: agent\nCustomer: Thanks\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: connect \nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: live agent please\nCustomer: im trying to connect my two other camera but not working \nCustomer: i tried using the bar code\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Can you send me a screenshot of the QR code you used for setup?\nCustomer: i cant because im chatting u\nHuman Agent: You can exit the chat and come back to it as long as you return within 7 minutes of the latest message. \nCustomer: okey\nHuman Agent: Thanks. \nCustomer: D/static_file/9f83abf621_1_20241009110745.png\nCustomer: im using both cameras buy its not scanning/reading the bar code\nHuman Agent: Thanks. So they never go to a blinking blue when you are holding the code in front of them? Is the network you're using 2.4Ghz? \nCustomer: i switch my phone to 2.4ghz\nCustomer: i only see blinking green\nHuman Agent: Okay, and so when you're showing the code to the camera, you're holding the code 6-8 inches in front of the camera you're setting up so that the camera can see the code on your phone screen?\nHuman Agent: You'll also want to make sure the red night vision lights are not on when showing the code. \nCustomer: i think its not. i didnt use these two cameras since june 21, i only use the other one\nHuman Agent: You think what is not? I'm sorry, I'm not sure what you're referring to. \nCustomer: its not reading the code. i tried this many times already\nHuman Agent: Okay, please go to your wifi settings on your phone, forget the wifi network you're setting the cameras up to, then when it reappears, reconnect to it. You will have to re-enter the password when you reconnect. Let me know once you have reconnected. If you do not have to enter the password, you have not forgotten the network. \nCustomer: i did it too. but did not work\nHuman Agent: You could not reconnect to your wifi from your wifi settings after forgetting it?\n\nCustomer: i did it again, but the camera is not reading the code.\nCustomer: though the blue light is blinking, but its not reading the code\nCustomer: can you do it on your end?\nCustomer: like a activating these two cameras?\nHuman Agent: I had requested you forget your wifi network and then reconnect to your wifi. That does not require our app for now. \n\nNo, I have no way to communicate with an offline device from my end. \nCustomer: i dont know why one is online while the other two are offline.\nHuman Agent: Are you seeing my messages? You do not seem to be replying to what I'm saying. Please go to your wifi settings on your phone, forget the wifi network you're setting the cameras up to, then when it reappears, reconnect to it. You will have to re-enter the password when you reconnect. If you do not have to enter the password, you have not forgotten the network. Let me know once you reconnect to your wifi or if you have trouble reconnecting to it. \nCustomer: let me check\nHuman Agent: Okay. \nCustomer: i did what you told me. but still not working.\nHuman Agent: So you were not able to reconnect to your wifi after forgetting it? \nCustomer: i was able to reconnect and tried setting up the camera again. but it still not reading the code\nHuman Agent: Okay, for now I was just asking you to forget the password and reconnect. So in the app then when you are going through setup, you're using the same password you just used to reconnect to your wifi when the app requests the password for the network, correct? \nCustomer: yes, i click “forget the network”. when it appeared, i reentered my wifi password. after that i tried connecting the camera again but its not reading the barcode\nHuman Agent: Okay, but I was checking that the password you used when going through setup is the same password you used when reconnecting to your network. \nCustomer: yes\nHuman Agent: The flashing blue does imply it's reading the QR code, but currently it is unable to connect. That would generally imply the password is wrong or that you are using a 5Ghz network. Is this the only wifi network you have or do you have more than one available that is yours?\nCustomer: i mean, the wifi password and the password to get the barcode on the app is different \nCustomer: its only this time that i find it hard setting it up again.\nHuman Agent: No, they are not. The process in the app is telling the the camera the information to connect to your wifi. If you're using a different password in the app, the camera would not know the correct information to connect to your wifi. You would need to use the wifi password when going through setup. \nCustomer: then  why is it that after entering the zmodo app password, it directs me to the barcode\nCustomer: let me double check\nHuman Agent: Because the app has no way to know whether your wifi password is correct and is relying on you to enter the correct password. \nCustomer: same thing. i used the wfi password to get the barcode. the camera is not reading again.\nHuman Agent: Please restart the camera, try again, and if it still does not connect, send me the new QR code please. \nCustomer: so heres the thing: my phone is on 2.4ghz, i used my wifi password to get the barcode, the blue light is blinking but not reading the code.\nHuman Agent: The blue light blinking means it did read the QR code. Not going solid blue implies there is still an issue. Please restart the camera, try again, and if it still does not connect, send me the new QR code please.\nCustomer: okey, i will turn off the camera and will start the process again.\nHuman Agent: Okay. \nCustomer: i was able to connect the other one. \nHuman Agent: Yes, it looks like they're now all online. Is there anything else I can help with for now?\nCustomer: im trying to connect the 3rd one.\nHuman Agent: All 3 cameras on your account currently are already online. \nCustomer: thank you much. i just need to rename the other camera\nHuman Agent: Okay, you can go to live, hit the settings gear in the top right, hit the ... in the top right, then select device name to rename it. \nCustomer: Done, thank you so much.\nHuman Agent: No problem, have a good day!"]
["Customer: Troubleshooting\nCustomer: How do I change my devices Wi-Fi information\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like the two bullet style cameras use QR setup while the pan and tilt camera uses Zink. I would recommend starting with the QR cameras as setting them up shares the wifi information with other nearby devices, potentially meaning you may not have to set up the others if they are close enough. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Ok let me try this. \nHuman Agent: Okay, let me know if you have any trouble. \nCustomer: It worked thank you \nHuman Agent: Wonderful, it looks like only one is connected so far though. Are you wanting to set up the others now as well?"]
["Customer: Hello is anyone back from lunch wanting to talk to a real human\nHuman Agent: How can I assist you?\nCustomer: Ok all good. I have a Zmodo pivot camera that won’t connect to the app and I’ve tried every way\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd12g415221808\nHuman Agent: Thank you. Can you please unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in? Also let me know if the light changes.\nCustomer: The camera is plugged in and blinking green\nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Yes I’ve tried that multiple time zmd sap never shows up in my network \nHuman Agent: Okay, then can you unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in? Also let me know if the light changes.\nCustomer: Are you still there?\nHuman Agent: Yes, are you receiving my messages asking you to unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it back in? And to also let me know if the light changes after you first plug it in?\nCustomer: I can’t locate any ZMD_SAPin my networks \nHuman Agent: Okay, I understand that you do not see the ZMD_SAP network. Have you been receiving my messages?\nCustomer: Ok now I see your messages \nCustomer: OK, I unplugged it and plugged it back in. It starts off with a solid green light.\nCustomer: Now it’s blinking, green and rotating\nHuman Agent: Alright, lets check for the ZMD_SAP network again. Watch the list of available networks on your phone and let it refresh for a minute or two.\nHuman Agent: Make sure the phone is within a couple of feet of the camera while you are looking for the network.\nCustomer: Still not showing up\nHuman Agent: You can try resetting the Pivot by pressing down on the circle inside of the light until the camera powers down.\nCustomer: Ok it powered off\nHuman Agent: If it does not power back on automatically, then you can unplug it and plug it back in. Then when the light is flashing green, you will look for the ZMD_SAP network again.\nCustomer: Negative \nHuman Agent: If you are at the same location as your outdoor cameras, then you can try resetting one of those cameras and setting it back up with the QR Code setup with the Pivot plugged in nearby. When you setup a QR Code camera it will look for other QR Code or Zink cameras and try to set them up to. However, that would require resetting one of the cameras that are online (unless you have another camera) which will take it offline in order to be ready for setup.\nCustomer: Ok I will try that now"]
["Customer: Troubleshooting\nCustomer: it will not take passwprd on my new router\nCustomer: ive done that and still have a problem, will not take password\nCustomer: agent\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD\nHuman Agent: Could I have the rest of the Device ID?\nCustomer: IS IT ON THE CAMERA?\nHuman Agent: It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: or on the app\nCustomer: zmd11lt48002392\nHuman Agent: What light do you see on the doorbell camera?\nCustomer: and i have another camera...ZMD121S15232526\nCustomer: BOTH LIGHTS ARE BLUE\nHuman Agent: Okay, which camera do you want to start with?\nHuman Agent: Are the lights solid blue?\nCustomer: 526 ending\nCustomer: yes\nHuman Agent: Do you still have your old router or any Wi-Fi extenders?\nCustomer: yes, wifi extender\nHuman Agent: Can you unplug the Wi-Fi extender and leave it unplugged? Then take a look at the light on the camera with the extender unplugged.\nCustomer: old router went bad\nCustomer: yes i will, still solid blue\nHuman Agent: The Wi-Fi extender is still unplugged?\nCustomer: yes\nHuman Agent: I know you said that your old router went bad. Do you still have the old router?\nCustomer: it took the SSID of the new router, but wont accept the password\nCustomer: yes i do have it\nHuman Agent: The solid blue light means the cameras are connected to a Wi-Fi network. That is why I am asking about your old router and Wi-Fi extenders.\nHuman Agent: Okay, can you check your old router and make sure that it is not connected to power?\nCustomer: its totally unplugged\nCustomer: should i try unplugging the camera?\nHuman Agent: Okay, and you do not have any other Wi-Fi extenders? Then can you unplug your new router from power and look at the light on the camera when the router is unplugged?\nCustomer: ok give me a minute\nCustomer: if i unplug the router , Ill loose you\nHuman Agent: The cameras are connected to a Wi-Fi network. So we are trying to figure out what network the cameras are connected to.\nCustomer: can you call me?\nCustomer: I can see on my app, the new router SSID\nHuman Agent: Is your new router still plugged in?\nCustomer: It just keeps asking me for the password\nCustomer: yes\nHuman Agent: You're cameras are connected to a Wi-Fi network, so the setup is not going to do anything to the cameras.\nHuman Agent: We do callbacks by appointment. Our callbacks are Mon-Fri 9AM-12PM and 1-5PM CST. I can schedule a callback for you for tomorrow if you would like to. I would need a phone number, email address, and your name.\nCustomer: ok, i understand , but I dont want to loose our connection\nHuman Agent: I understand, but we need to figure out what the cameras are connected to. Is there anything other than your new router that is plugged in?\nCustomer: 805-390-9229, Ill be here until 10am pt\nCustomer: tommorow\nCustomer: can I try unplugging the camera??\nHuman Agent: I would still need a email address, your name, and what time you want the callback appointment.\nHuman Agent: You can try that.\nCustomer: p.pamger@verizon.net\nCustomer: Gerry Lieberman 8am pacific time\nCustomer: let me try that befor I drop you Please, give me a minute\nHuman Agent: Okay, if that does not work, then you can unplug the router and look at the light when the router is unplugged. You can always come back to the Live Chat or start a new chat when your router is powered back on.\nCustomer: I just went to go unplug it and its flashing green\nCustomer: have not unplugged it yet\nHuman Agent: Oh, so the light did change then?\nCustomer: yes\nHuman Agent: After you unplugged your extender?\nCustomer: never unplugged it\nCustomer: yes after the extender was unplugged\nHuman Agent: Since the light changed after you unplugged the Wi-Fi extender, that means it was connected to the Wi-Fi extender. So now you can do the Zink setup to connect the camera to the new network.\nCustomer: ok\nCustomer: ill try that and call back if needed\nHuman Agent: Please do not hesitate to contact us if you need further assistance. I also scheduled a callback appointment for you tomorrow.\nCustomer: ok thank you\nHuman Agent: You're welcome.\nCustomer: Its doing the same thing, not recognizing password, askes me to keep rentering\nHuman Agent: Can you quit out of the setup and start the setup again? Because it sounds like you may still be in the setup screen from before the cameras were disconnected.\nHuman Agent: Which setup are you doing?\nCustomer: ok\nCustomer: zmd-sap\nHuman Agent: That is the Wi-Fi network from the camera, not the setup method. When you tap on the plus sign in the top right corner of your app, there are four options, QR Code, Zink, Smart Home, and Legacy. Which are you tapping on?\nCustomer: izink\nCustomer: zink\nHuman Agent: Alright, what screen are you on in the Zink setup right now?\nCustomer: then prompts me to connect to ZMD-SAP\nCustomer: WIFI CONNECTING TO ZMD-SAP\nHuman Agent: Alright, then can you go to your Wi-Fi settings and tell me what network your phone is connected to?\nCustomer: when I hit done it reverts back to wifi, tap here to begin set up\nCustomer: ZMD-SAP\nCustomer: When I press \"done\"it goes back to the wifi \nCustomer: stating connected without internet\nHuman Agent: Then you will want to check the Location settings on your phone. You will want to make sure that your Location is turned on and then check the app permissions and make sure that the app has permission to use your phone's location.\nHuman Agent: Also, when you are checking the permission, if there is a Precise Location setting, then make sure that is turned on, too.\nCustomer: all on\nHuman Agent: Did you change any settings? Or was the location already turned on?\nCustomer: already on\nHuman Agent: Okay, can you go to the app settings in your phone settings and go to the permissions for the app?\nCustomer: ok\nCustomer: looks like all permissions allowed\nHuman Agent: Okay, what permission settings do you see there?\nCustomer: it ws off now its on\nHuman Agent: What was off?\nCustomer: the permission\nHuman Agent: Which permission and what is it set to now?\nCustomer: in the app , should i go back to the for connection?\\\nHuman Agent: Which permission are you talking about and what is it set to now?\nCustomer: I went into the app, made sure it was allowed, location\nHuman Agent: Okay, can you go to the app permissions and tell me what setting you set it to?\nCustomer: now thw phone is stating waiting for cennection\nCustomer: connection\nCustomer: let me go look at the lights\nHuman Agent: Are you not with the camera right now?\nHuman Agent: You need to be next to the camera when you do the setup.\nCustomer: was just at the camera \nCustomer: no change, still flashing\nHuman Agent: Is the light flashing right now? Are you with the camera currently?\nCustomer: should I press done im my settings\nCustomer: yes\nHuman Agent: Okay, so right now you are next to the camera, within a foot or two and can see the light on the camera?\nCustomer: yes\nHuman Agent: Then lets do the Zink setup again. After you enter your Wi-Fi name and password, watch the light on the camera closely. The light may only change briefly, so you will want to watch it closely.\nHuman Agent: You also need to be within a couple of feet of the camera to do the Zink setup.\nCustomer: still renn\nCustomer: so its back to the \" may take a few minutes\"nmodeflashing green\nHuman Agent: Okay, it may be trying to setup your doorbell camera then. Can you unplug the camera and leave it unplugged and go to the doorbell camera? If the light is flashing green, then try the Zink setup while you are next to the doorbell camera.\nCustomer: ok\nCustomer: yes\nCustomer: it started to turn blue, went back to flashing green\nHuman Agent: That means that the camera got the Wi-Fi information and tried to connect. When you entered your Wi-Fi name, did you choose your network from a list of networks? Or did you type in the name manually?"]
["Customer: Contact number \nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Several days and I cannot get my existing cameras to load. I’ve already followed all troubleshooting protocols \nCustomer: ???\nCustomer: Hello \nHuman Agent: I am here, I looked up your account, all of the cameras on your account except 1 are currently offline. Can you get close to the cameras that are offline and tell me what color the lights are, and if those lights are flashing or solid.\nCustomer: They are all connected and blinking green\nHuman Agent: Okay, Did you recently change your Wi-Fi name, password, or router when the cameras dropped offline?\nCustomer: Yes, and I’ve followed all troubleshooting instructions. Including trying to remove a camera and reconnect it and it’s not connecting \nHuman Agent: Okay, whenever you change the wifi name, password, or router tor econnect the camera you would have to go through the setup. For the cameras on your account thata re offline they can use the QR code and the Zink setup. Can you go through the QR code setup, then at the end take a screenshot of that QR code and send that to me in the chat to review.\nHuman Agent: I will be able to check to see if the QR code is generating properly or if how its generating would cause an issue with the setup from the screenshot. \nCustomer: D/static_file/9f872fc318_1_20250226150630.jpg\nCustomer: D/static_file/f36e03cab4_1_20250226150722.jpg\nHuman Agent: You would not use the EZlink setup, the cameras don't use that setup.\nCustomer: Ok, but the program is not allowing me to reset the cameras either\nHuman Agent: The QR code for the setup vistually is a bit smaller then recommended, can you reboot one of the cameras, then go through the QR code setup one more time and show the caemra the QR code at 6 inches away, while youa re doing thatw atch the lights closely and hold the code for 1 minute and elt me know if the lights change and how they change/react\nCustomer: D/static_file/49b74ec858_1_20250226150942.jpg\nHuman Agent: You cant reset cameras that are offline from the app, its not connected to your network to receive the reset signal from the phone so that's why the reset is not working. \nCustomer: What is it that I need to do to achieve the contact with the network?\nCustomer: D/static_file/3c47c6e623_1_20250226151157.jpg\nHuman Agent: The QR code for the setup vistually is a bit smaller then recommended, can you reboot one of the cameras, then go through the QR code setup one more time and show the caemra the QR code at 6 inches away, while youa re doing thatw atch the lights closely and hold the code for 1 minute and elt me know if the lights change and how they change/react\nCustomer: Tried the qr again still continuing to blink green\nHuman Agent: When your holding the QR code up to the camera, are you making sure its facing toward the camera, and not pointed at yourself? also is the camera right side up, or upside down at all? you can tell if you look for the Logo, it should not be upside down on the side of the camera. \nCustomer: D/static_file/1a3b53f2e1_1_20250226152017.jpg\nCustomer: Still not loading, still not working \nCustomer: Still blinking green \nHuman Agent: The QR code cant be angeld at all, it has to be straight, and lever, and the camera has to be right side up.\nCustomer: D/static_file/1d11fd6ffa_1_20250226152523.jpg\nCustomer: Still blinking green, telling me to check the WiFi password which is saved and correct \nHuman Agent: That's better, If it still only flashes green, Then the next thing I would have you try is the Zink setup with this camera instead, but for that setup, you would need to unplug all of the cameras and leave them unplugged that are offline. We would only leave this one offline camera here plugged in.\nCustomer: Still blinking green, telling me to check the WiFi password which is saved and correct \nCustomer: Hello?\nHuman Agent: I replied above, I said\" Then the next thing I would have you try is the Zink setup with this camera instead, but for that setup, you would need to unplug all of the cameras and leave them unplugged that are offline. We would only leave this one offline camera here plugged in.\"\nCustomer: Yes\nCustomer: Unplugging cameras \nHuman Agent: Okay, Just let me know when you start the Zink setup, and make sure your within 10FT of the one plugged in camera as well when you go to start the setup. \nCustomer: D/static_file/e49081b054_1_20250226154036.jpg\nCustomer: I’m 2ft from the wifi\nHuman Agent: Im meaning your distance from the camera itself for the Zink setup. The ZMD_SAP network comes from the camera, and you have to be within 10 feet of the camera for the Zink setup to work properly. \nCustomer: D/static_file/53776f14a7_1_20250226154228.jpg\nHuman Agent: Keep trying to connect to it, if it keeps failing try connecting to the ZMD_SAP network from your phones Wi-Fi settings first, then start the setup.\nCustomer: D/static_file/a7d995894a_1_20250226154403.jpg\nCustomer: How many times do I have to get this message, before we try something else \nCustomer: D/static_file/5ec1167a71_1_20250226154507.jpg\nHuman Agent: I sent a message above. Perhaps you did not see it I said \"Keep trying to connect to it, if it keeps failing try connecting to the ZMD_SAP network from your phones Wi-Fi settings first, then start the setup.\"\nCustomer: It’s not connecting to ZMD-SAP. I made sure the WiFi was at 2.4ghz also\nHuman Agent:  are you going to your phones Wi-Fi settings, then taping on the ZMD_SAP network to connect to it from there?\nCustomer: Still not registering network connection \nHuman Agent: If your phone is still not wanting to connect to the ZMD_SAP network, unplug and plug in the camera, and restart your phone, then try again, if it still fails after 4 attempts to connect to the ZMD_SAP network while you are within the 10 feet then I would advise for you to try turnign off the mobile data/celular data, then restart the setup in the app, if it still after that fails then do the setup from another mobile device. \nCustomer: Is there a specific password I’m supposed to be using for the ZMD-SAP network? \nCustomer: Hello?\nHuman Agent: That network comes from the camera itself, there is no password for it. \nHuman Agent: Its only a network used to communicate with the camera for the setup, once the camera is online it stops emitting that network. \nCustomer: -1\nCustomer: -1\nCustomer: It is not registering ZMD-SAP network \nCustomer: Is there another way to connect ZMD \nHuman Agent: No, you can only do the Zink setup with a mobile device to go through the setup with/on the app. \nHuman Agent: Same goes for the QR cose setup as well. \nCustomer: WiFi is close, qr is close to the camera, it is still not connecting \nCustomer: Not working \nCustomer: ?\nHuman Agent: Is thats not working for you then you can try the setup from another mobile device, or try the setup options with another camera instead of this one instead. \nCustomer: D/static_file/57fb8d7a8f_1_20250226162905.jpeg\nHuman Agent: I sent a message before that automated one\nCustomer: I did, I used my husband’s phone also\nCustomer: Is there a contact number so I can do this over the phone \nHuman Agent: we do have outbound calling done via schedule, I sent the call scheduler into the chat for you so you can schedule to speak with a rep over the phone for troubleshooting."]
["Customer: Agent \nCustomer: Hi Grant. I was just being assured by a Kylie and we got disconnected \nHuman Agent: Alright, could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Ok it’s zmd16em17202562\nCustomer: I think after the M it’s a I rather than 1\nHuman Agent: Alright, that camera can use the QR Code setup, so lets try that. You will want to be sure that your phone is connected to your 2.4 GHz Wi-Fi network and not the ZMD_SAP network.\nHuman Agent: Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Ok trying now. \nCustomer: It worked. \nCustomer: What about my other cameras?\nHuman Agent: The other cameras on the account will use the Zink setup. So can you go to one of those cameras and lets try the Zink setup.\nCustomer: Ok\nCustomer: Ok I’m by one of them now \nHuman Agent: Alright, have you tried the Zink setup?\nCustomer: I think b4 w the last rep but can u guide me \nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: One I clicked on z link it’s asking how many devices? \nHuman Agent: You can select 1 devices just like you did before.\nCustomer: K\nCustomer: It worked. \nCustomer: And my other ones? \nHuman Agent: The other cameras on your account will also use the Zink setup just like that one.\nCustomer: So go to each one and do the same process? \nHuman Agent: Yes, you would need to do the Zink setup for each camera.\nCustomer: Can u stayed connect with me please? One of them I have to go outside and it’s frigid today \nHuman Agent: The chat will remain open for at least 7 minutes. You can always ask any questions you have or you can open up a new chat if this one times out.\nCustomer: Ok. \nCustomer: My right outdoor front cam I’m trying now \nCustomer: I was next to my front outdoor right camera and it connected another camera.\nHuman Agent: That is fine. You can just do the setup again.\nCustomer: I am and it’s not linking \nHuman Agent: Okay, what happens when you try the setup now?\nCustomer: I manually enter my new WiFi and password and after loading it doesn’t zine says failure \nHuman Agent: Did it have you select a network from a list for the other Zink setups?\nCustomer: No I had to manually enter it \nCustomer: Should I go back and retry? It’s the same camera we just set up also \nHuman Agent: Wait, you did not try the setup again after it connected a different camera? Just restart the setup and try it again.\nCustomer: No I did. Once I realize it set up a totally different camper I have downstairs I went back and tried again while holding to phone to this particular camera \nHuman Agent: Okay, well lets try the setup again. If it does not work, then you can try unplugging the other cameras that are not setup and setup with just this camera plugged in.\nCustomer: Ok I’ll try now this specific camera in my bedroom \nCustomer: Still reads as failure \nCustomer: So I will unplug it now \nHuman Agent: Yes, you can unplug and leave unplugged the cameras that have not been setup yet. Then plug in just one camera and do the setup for that camera.\nCustomer: I can even log onto my app now \nHuman Agent: Are you connected to the ZMD_SAP network still?\nCustomer: Yeah I think that’s why\nHuman Agent: That would also mean you did not unplug all of the cameras that have not been setup. Your phone would have disconnected once there was no ZMD_SAP network.\nCustomer: Yes I assume that’s why it randomly sinker the one camera while I was in one of my bedrooms to one downstairs which I just received an alert for \nCustomer: Ok I’m trying zonk again \nCustomer: Ok it worked. \nHuman Agent: Good. You can do the same thing with the next camera.\nCustomer: Doing now. Just this one and then have to re add the one I deleted last night from frustration \nCustomer: I’m adding the back yard one outside now. \nCustomer: It worked \nCustomer: I’m just a popsicle lol. \nHuman Agent: Good, I am glad that setup worked. \nCustomer: Just trying to set up the last camera I deleted last night \nCustomer: When I clicked on it my WiFi password didn’t come up \nHuman Agent: I'm not sure what you mean. You would type in your Wi-Fi password.\nCustomer: Oh the last few times the drop down menu would recognize it making it easier. I’ll do that now \nHuman Agent: The drop down menu is for your Wi-Fi network name, not the password.\nCustomer: Yes that’s what I meant in general. Sorry \nIt just linked and they are all set up to my new WiFi. Tyvm Grant for all your help. \nHuman Agent: You're welcome. Do you have any other questions?\nCustomer: No that’s all. Merry Christmas to you and family \nHuman Agent: Thank you. You have a Merry Christmas and Happy Holidays, too."]
["Customer: Set up\nCustomer: Do I plug in my device and scan it on my phone I don’t understand\nCustomer: OK but does my device need to be plugged into an outlet\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: My Internet restarted itself, so my cameras aren’t working after the QR code. It is not giving me any directions. I own three cameras, but I can only find two and I still get them going.\nCustomer: -1\nCustomer: Please call me\nCustomer: I had to reset my Internet, so my cameras are down. It won’t accept the QR code. Nothing happens, but I can only find two of my three cameras. If I remember right last time we talked I had to have all three of my cameras. Maybe that’s the problem.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like\nCustomer: Is the problem I’m having caused by me not finding the third camera\nCustomer: The lights are both blinking blue right now\nCustomer: I’ve tried the QR code again and nothing is happening\nHuman Agent: No, that wouldn't cause this issue, are you able to go through the QR setup then when the code generates take a screenshot and send that to me so I can review it and make sure its generating properly?"]
["Customer: I changed my wifi password, how do I reconnect my cameras \nCustomer: How do I do that\nHuman Agent: Hello, my name is Grant. To set up the cameras on your account you will use the QR code method. Open the app and tap on Devices and then tap on Add Device. Follow on-screen instructions and the app will ask for your Wi-Fi password. A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Nothing is happening after the light starts blinking green\n\nHuman Agent: Can you send a screenshot of the QR Code that you are showing to the Zmodo camera?\nCustomer: The camera icon does nothing \n\nHuman Agent: If you are having trouble attaching the screenshot to the chat here, you can also email it to support@zmodo.com\nHuman Agent: Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in? Also watch the light for a minute and let me know if the light changes at any point in time.\nCustomer: Still here\n\nCustomer: It clicks then a flashing green light with a red circle\n\nHuman Agent: Does the red light turn off when you show the QR Code to the camera? Or if you shine a light in the camera do the red lights turn off?\nHuman Agent: The other thing you may want to adjust are the display settings on the phone. Turn off Dark Mode. Also make sure Eye Comfort Shield and any other blue light filter settings are turned off. Make sure that the font size is set to default or smaller and that Bold Font or Text is turned off."]
["Customer: againt\nCustomer: Troubleshooting\nCustomer: againt\nCustomer: againt\nCustomer: agaent\nCustomer: 1\nCustomer: agent\nCustomer: agent\nCustomer: ok\nCustomer: i need help changeing wifi\nCustomer: on my cams\nHuman Agent: The four cameras on your account will use the Zink setup method to connect to your Wi-Fi network. \nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: ok let me try\nCustomer: i dont see after i add it\nHuman Agent: What do you not see? What step do you get to in the setup?\nCustomer: i am connected to the cam\nHuman Agent: Okay, can you give me more details about the step you are stuck on? What do you see on your phone screen?\nCustomer: i click on search and it finds no cam\nHuman Agent: You should not be searching for a camera. You are doing the Zink setup. If you are doing the LAN Search, then you need to cancel that and follow the Zink setup instructions.\nCustomer: ok\nCustomer: it says i am connected to zmd sap\nCustomer: on the zink connection\nHuman Agent: That is good. What do you see in the app after you connect to the ZMD_SAP network?\nCustomer: done\nCustomer: i click done\nCustomer: and it goes back to tap here to setup\nHuman Agent: Alright, that means that there is a Location setting issue on your phone. Go to your phone settings and go to the Location settings. Make sure the Location is turned on. Then go to the app settings and go to the app permissions. Make sure that the app has permission to use your phone's location. And if there is a Precise Location, make sure that is turned on, too.\nCustomer: i am useing the funlux app\nCustomer: ok\nCustomer: ok\nCustomer: i think i got one online\nCustomer: it says establishing secure vidio channel\nHuman Agent: It looks like the camera named \"Back Door\" is online.\nHuman Agent: You will just want to do the same setup for the other cameras.\nCustomer: ok\nCustomer: how can i get the other cams to blink green\nCustomer: so i can add them\nHuman Agent: They will when they are not connected to a Wi-Fi network. Just do the same Zink setup you just did for the camera that you connected.\nCustomer: ok how do i del the old cams\nHuman Agent: You do not need to delete them.\nCustomer: ok other cam is not showing up\nCustomer: and blinking green\nCustomer: it is solit green\nCustomer: solid green\nHuman Agent: Is the light still solid green? Or has it changed from the solid green light?"]
["Customer: Set up\nCustomer: How to change wifi connection \nCustomer: How to reset camera to new wifi \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Hello\nCustomer:  I need help\nCustomer: I need to connect the WiFi network \nCustomer: I had one but I already changed it and need to add it to have internet\nCustomer: I don’t know how to do it I forget\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: It’s connected but not showing on my phone \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device, can you send me all the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid."]
["Customer: Trouble reconnecting camera\nCustomer: Further assustance\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Had new WiFi … cannot reconnect camera now\nCustomer: Hello\nCustomer: Are you asleep\nHuman Agent: Okay, you will want to unplug and plug in the camera then go through the setup to reconnect it to the new network again.\nCustomer: No\nHuman Agent: Yes, to reconnect the camera to the new network you have to go through the setup again.\nCustomer: Or buy a different system\nHuman Agent: That wont reconnect these cameras so No. \nHuman Agent: If you don't want to go through the setup to reconnect them again and purchase a different setup that is your prerogative, but it will not get these online again."]
["Customer: I have added two new camera successfully, but the old cameras till I cannot add them\nCustomer: Okay \nCustomer: Tried with zink option but no luck \nCustomer: Okay \nCustomer: Hello \nCustomer: Request live chat agent \nCustomer: Okay thanks \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Okay \nCustomer: D/static_file/a84d0fb0e6_1_20240917094211.jpg\nCustomer: Here you go \nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Green light \nHuman Agent: Is it solid green or flashing green?\nCustomer: Flashing \nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Let me try \nCustomer: Yes this one added \nCustomer: I saw 3 more added \nHuman Agent: When you setup one camera, it will look for other cameras and try to set them up, as well. So it looks like it connected some of the other cameras.\nCustomer: Yes\nCustomer: D/static_file/f2dc2620ca_1_20240917095247.jpeg\nCustomer: This one still flashing green \nHuman Agent: Can you unplug the camera and plug it back in? Then watch the light, I just want to be sure it does not connect when rebooted as sometimes they will after another camera is setup with the QR Code.\nCustomer: No luck\nCustomer: Another one \nCustomer: D/static_file/0c521f55d7_1_20240917095818.jpeg\nCustomer: Same thing \nHuman Agent: Well, no, it may not connect. I just wanted you to unplug the camera and plug it back in and tell me if the light goes back to flashing green. If it did, then we would do the setup for the camera.\nHuman Agent: But okay, we can do that for this camera.\nCustomer: D/static_file/31c27df3da_1_20240917095944.jpeg\nHuman Agent: Okay, lets pick one camera and work with that camera.\nCustomer: Yes \nCustomer: D/static_file/4336cab4e0_1_20240917100723.jpeg\nCustomer: Out of 8 old cameras 4 of them worked \nHuman Agent: I understand. Can you please pick one camera and stick with that camera so that we can work on getting it setup?\nCustomer: Okay \nCustomer: This one. End with 58211615\nCustomer: Are you still there \nHuman Agent: Can you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Green\nCustomer: Flashing \nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Yes I can \nHuman Agent: If you can see the ZMD_SAP network, then you will do the Zink setup. Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: I tried this option but it failed \nHuman Agent: Okay, what step did you get stuck on?\nCustomer: After entering ssid and password, keep spinning then is says failed\nHuman Agent: Okay, did you have to type in the Wi-Fi name or did it give you a list of networks to choose from?\nCustomer: I have to type \nHuman Agent: Okay, so that may be an issue as it should give you a network to choose from. Did it give you a list and just not show on any on the list and then you tapped on Manual Setup? Or did it never even give you the opportunity to choose from a list of networks?\nCustomer: Let me try from other phone"]
["Customer: Add new camara\nCustomer: Represent \nCustomer: Represented \nCustomer: Hi ok\nHuman Agent: How can I assist you?\nCustomer: Thank you, i have a new camara, i want add but i can't. \nI scanned Qr but nothing\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Yes\nCustomer: Id: ZK8-BFS23NM\nHuman Agent: That is the FCC ID, not the Device ID. The Device ID should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Ok\nCustomer: Zmd58A9IH501700\nHuman Agent: Thank you. It looks like the camera is already connected to your Wi-Fi network. You will want to try to add the camera to your account with a LAN Search in the app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: Yes i did,  but dont work\nHuman Agent: Lets try it again and if it does not find the camera, let me know what you see on the app when you try.\nCustomer: Ok i right back\nCustomer: Is working,  thank you\nHuman Agent: You're welcome.\nCustomer: So now i want add this camera in my group\nCustomer: Right now this group have 4 cameras, \nA question,  i can add one more (this camera)?\nHuman Agent: You can tap on Settings next to My Devices. Then tap on the group and tap on Edit Group. Then you can select the camera and tap on Save.\nCustomer: Ok\nCustomer: Ok.\nThe other question. \nThe pictures this camera are recording in my nvr?\nHuman Agent: You would want to check the NVR to see if the camera is connected to the NVR. You can tap on Live for the NVR or you can connect the NVR to a monitor to see which cameras are connected to the NVR.\nCustomer: Ok tks\nHuman Agent: You're welcome.\nCustomer: Sorry , one more question. \nHow i can do put the order the cameras?\nHuman Agent: To change the order of the cameras on your NVR, you would need to go to the settings on the NVR directly. You would click on the Main Menu button at the bottom left of the screen and click on Device Management. Then you can delete the cameras from the channels on the NVR and then reconnect them in the channel you want to connect them to."]
["Customer: hello\nCustomer: are you a real person?\nCustomer: i need help but i think i need a real person to get this solved \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nHuman Agent: I'm a real person \nCustomer: i have changed my modem and my password and now my cameras are offline and these cameras are a little bit old and they do not have a reste button or something like, i was trying to get the set up again with my new network but i has been impossible \nHuman Agent: Okay, it looks like for the cameras that were once on this account they may use the QR code or the Zink setup. Which setup have you tried?\nCustomer: i have tried the zink set-up because i do not see any Qr code on them \nHuman Agent: For the QR code setup you get the code from the phone at the end of the setup ti generates a code for you to use on the camera \nHuman Agent: I will send you the directions for the QR code setup to try that one. \nCustomer: ok \nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code.\nCustomer: oh nice will try that and see if it works \nHuman Agent: Okay\nCustomer: do i need to follow those instructions on each camera right?\nHuman Agent: if you reboot the cameras by unplugging and plugging them in, it will make them more sensitive to the setup, if one connects it will send out the signal around it to try and bring others online too, so you may not have to do the setup with each one \nCustomer: amazing i will try that\nHuman Agent: Okay\nCustomer: it works im getting them all back \nCustomer: thank you\nHuman Agent: Fantastic, thank you as well, have a Great day"]
["Customer: I got a new modem and my cameras will not hook up to it\nCustomer: I did it will not hook to the ZMD-SAP\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I got a new module and can not get my cameras to hook up to ZMD-SAP\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zp18715w\nHuman Agent: That looks like you might be reading the model, not the device ID. It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd33e4e8e8242511\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Sghz not supposed \nHuman Agent: Yes, it will always say 5 GHz networks are not supported. The cameras connect to the 2.4 GHz network. So just make sure your phone is connected to your 2.4 GHz Wi-Fi network and tap on Next.\nCustomer: How it is stuck \nHuman Agent: What does it say at the bottom above the Next button?\nCustomer: Using celllular data network \nHuman Agent: Okay, so that is a location setting issue. First, go to your phone settings and make sure that your phone's Location Services is turned on. Then scroll down to the list of apps and tap on the Zmodo app. Then make sure the Location permission is set to Allow while using the app and that Precise Location is turned on.\nCustomer: I turned it on and still will not support it\nHuman Agent: The app always says 5 GHz networks are not supported there. You can just ignore that. What does it say at the bottom above the Next button?\nCustomer: It says to scan code \nHuman Agent: Okay, so you have a QR Code on your phone screen?\nCustomer: It doesn’t have anything like that toscan\nHuman Agent: What do you see on your phone screen?\nHuman Agent: Can you send a screenshot of what you see on the app?\nCustomer: I don’t know how \nHuman Agent: If you are using an iPhone, then tap the volume up and the lock screen buttons at the same time. That will take a screenshot and then you can send it in the chat.\nHuman Agent: D/static_file/1831c34886_1_20240913101748.png\nHuman Agent: Do when it asks you to scan the code, do you see something that looks like this on your screen?\nCustomer: It doesn’t have one of those \nHuman Agent: What do you see on the screen?\nCustomer: It shows that but my camera doesn’t have one\nHuman Agent: You show the QR Code on your phone screen to the camera. The camera does not have a QR Code on it.\nCustomer: Yes\nHuman Agent: So you will want to show the QR Code on your phone screen to the camera.\nCustomer: D/static_file/e8e5a7967d_1_20240913102656.jpeg\nHuman Agent: That camera will use the QR Code setup. So you will want to show the QR Code on your phone screen to that camera."]
["Customer: Set up\nCustomer: I had a conversation going already, but I was disconnected \nCustomer: I need to reconnect 2 of my 4 cameras. When I try to access them it says I need a firmware update. It failed multiple times.\n\nCustomer: Tried all that. Was asked to reset the cameras, but I have no reset button\n\nCustomer: Indicator light is flashing green\nCustomer: I DO need assistance!   It won't connect when I show it the qr code.\nHuman Agent: Hi my name is Wendy.  What is the device IDs on the cameras you are needing help with?\nCustomer: Model ZP Ibh15 w.     Sn. Zmd13gnda263854\nHuman Agent: ZMD13GNDA263854 is connected to mi----@sbcglobal.net  are you logged into the app with this email?\nCustomer: The camera has flashing green lights. Will not read qr code\nHuman Agent: are you logged into the app with mi----@sbcglobal.net?\nCustomer: Yes.  I am logged in with that email\nHuman Agent: okay ZMD13GNDA263854  uses Zink setup. \nHuman Agent: not QR code setup\nHuman Agent: ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step."]
["Customer: Buenas tardes\nCustomer: He escritondesde ayer para la revisíon de una camaras y no me han dado respuesta enviado todo los datos de dicha camara para observar su configuración y no me han dado respuestas , las camaras no quieren conectar con el QR\nCustomer: Se queda en Azul y no hace nada \nCustomer: Quiero configurarla y no hace nada \nCustomer: E enviado los datos de la camara y ustedes no me han vuelto a contestar despues de enviar dichos datos .\nCustomer: Agent\nCustomer: Buenas tardes tengo un inconveniente con unas camaras con el codigo QR hay otros asistentes me han atendido le enviado los datos dos veces y no me han dadonrespiestas en verdad\nCustomer: No me han dado respuestas \nCustomer: Por favor\nHuman Agent: \nHola, te comunicaste con atención al cliente, mi nombre es Kylie. No veo la información de tus chats anteriores, puedes enviarme nuevamente la información para poder ayudarte,\nHuman Agent: Tengo que tener el modelo y el número de identificación. Usted envió el número de identificación, pero el número de identificación no me permite buscar la configuración de las cámaras. Desafortunadamente, es por eso que necesito el modelo, pero el modelo nunca se envió ayer."]
["Customer: Will it connect to star link\nCustomer: How can I switch the network on my phone\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Reset camera for setup\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Reconnect my cameras\n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. To start I'd restart your cameras (for your doorbell, you can reset it by holding in the pinhole reset on the bottom of it), then for the two bullet cameras they would use the QR setup while the doorbell would use Zink. I'd recommend starting with the bullet cameras as when they connect, they will also share the wifi information with other nearby cameras so you may not need to set up the others manually. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: How do I connect my cameras to a new WiFi \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. If you have any trouble with that QR setup, please send me a screenshot of the QR code generated in the app."]
["Customer: Set up\nCustomer: Agent\nCustomer: I can’t connect my cameras \nCustomer: One connected but the other three wont\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Yes hold on\nCustomer: ZMD 15jB14248364\nCustomer: D/static_file/1a8856be7f_1_20240930142758.jpg\nHuman Agent: Thank you. Can you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it back in?\nCustomer: Yes I am plugged it and I plugged it back up\nHuman Agent: Okay, what light do you see in the camera when you plug it back in?\nCustomer: That camera Is A flashing green one\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nHuman Agent: When you show the QR Code on your phone screen to the camera, you can also hold the phone screen close to the camera and pull it back. Watch the light in the camera to see if the light changes from the flashing green.\nCustomer: Now there’s nothing showing\nCustomer: Never mind I can move onto the next device\nHuman Agent: It looks like two of the cameras setup from the QR Code setup.\nCustomer: No I have one more that is not set up\nHuman Agent: I understand. I was just informing you that two cameras connected since you said you did not see a light and were moving on to the next device.\nCustomer: Yes ma’am thank you so much\nCustomer: The other camera is blinking red\nCustomer: Zmd17AFI8206578\nHuman Agent: Let me take a look.\nHuman Agent: Can you try unplugging the camera and plugging it back in again? And let me know what the light is right when you plug it in and if it changes.\nCustomer: It’s all green now\nCustomer: But not flashing\nHuman Agent: Is it still a solid green?\nCustomer: No red\nHuman Agent: Okay, is the light still a solid green?\nCustomer: Yes\nCustomer: No blinking red now\nHuman Agent: Okay, so if it is changing to a blinking red, then there is likely an issue with the camera. You can try plugging the camera in with a different power adapter. You may want to try using the power adapter from one of your working cameras.\nCustomer: Like the cord\nCustomer: For the box\nHuman Agent: The power adapter is what plugs in to the wall outlet on one end and plugs in to the camera on the other end.\nCustomer: Ok it’s green\nCustomer: Solid\nHuman Agent: Watch the light and let me know if it changes from the solid green.\nCustomer: No\nCustomer: Now it’s blinking red again\nHuman Agent: Alright, if it is blinking red, then that means that there is an issue with the camera. Unfortunately, it will not likely setup with the QR Code setup.\nCustomer: Yes\nCustomer: It’s going from red to green\nHuman Agent: Alright, if it is blinking red, then that means that there is an issue with the camera. Unfortunately, it will not likely setup with the QR Code setup.\nCustomer: So it’s going from solid red to green back to red\nHuman Agent: Yes, I understand what the issue is. Are you receiving my messages about the fact that you have a flashing red light means the problem is with the camera? And that it likely will not setup and connect?\nCustomer: So how do I get a discount on a new camera\nHuman Agent: You can go to zmodo.com to go to the Zmodo store. The cameras are currently 35% off."]
["Customer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the device you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: I have a ZP-IBH15-W I am trying to add to my system, and am unable to do so\nCustomer: I am using Zink, and it does not pull up the Zmodo network\nCustomer: I need Zmodo support\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device to find what setup it uses, can you send me all the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid.\nCustomer: it is a model zp-ibh15-w, serial zmd14d2da294684\nCustomer: I have six others that all work. just want to add this one\nHuman Agent: It looks like this camera would only use the Zink setup. When you look at the lights on this camera what color are they and are they flashing or solid?\nCustomer: they start out solid green, then blinking green, then solid blue. it says Zmodo network can't be joined\nHuman Agent: Okay, the ZMD_SAP network is not showing because the camera is connecting to a network, the Solid blue lights means its connecting to a network. Right now is the camera solid blue and staying that way or does it flash or turn solid green at all on its own without you rebooting or unplugging it?\nCustomer: no, it does not, I have to unplug and replug it it to have out flash green\nCustomer: this had been connected to a different network, but a month ago I asked to have it unbound, and received this\nCustomer: \n\nZmodo Support\n \nzmodo.com\nFrom:\nsupport@zmodo.com\nTo:\nMike\n\nThu, Feb 6 at 6:54 PM\n\nHello,\n\nThank you for your patience during the Unbind Request process. The camera has been removed from the previous account. You can now setup the camera on your account and Wi-Fi network with the Zink setup.\n\nZink Setup Instructions:\n\nMake sure the cameras are plugged in and the light in the camera is flashing green. Make sure you turn off the Mobile or Cellular Data on the phone or tablet.\nThen open the app. Tap on the plus sign and select Zink. Select the number of wireless devices and tap on the checkmark.\nTap on Tap here to begin setup. The phone will try to connect to the ZMD_SAP wireless network.\nIf it fails to connect, then you will want to go to your phone's Wi-Fi settings and connect to the network manually. It may say it does not have internet access, and that is okay.\nThen back in the Zmodo app it will ask you to enter the Wi-Fi name or select it from a list. If you have to type it in, then make sure it is a 2.4 GHz network. Then you will need to enter the password. Both the name and password are case sensitive.\nTap the checkmark and you should get a screen that says \"Waiting for connection\". The light in the camera should start flashing blue and go solid blue if it connects.\nPlease let me know if you have any questions.\n\n--\n\nBest regards,\nGrant O.\nZmodo Support\nHuman Agent: Okay. The device has been unbound from the account, but unbinding doesnt effect the light status of the camera, cameras can be online and deleted from an account. \nCustomer: son what do I do?\nHuman Agent: We can try something, this camera does look like its on an older firmware and needs updating, it may be that its online but not popping up due to this, I can add the device for you to this account then have you try and update it and see if it reacts at all to that. To add the camera I would just have to name it. What do you want me to name this camera?\nCustomer: pool\nHuman Agent: Okay great, one moment. \nHuman Agent: I added the camera to the account now, you may have to refresh the page to see it on the device list, once it pops up click live on the camera then try and update it. \nHuman Agent: While tis updating please do not unplug the camera at all, even if you see the lights change do not unplug it or else it can damage the camera. \nHuman Agent: also do not unplug the router as it can also cause the update to fail. \nCustomer: great, it is working\nCustomer: is there something I should do to update it?\nCustomer: is there something I should do to update it?\nHuman Agent: You would click live on the camera, if the update popup does not occur, you would click the settings gear in the top right, then click the three dots in the top right, then click on firmware and select update,(do not push reset or delete at all)\nCustomer: ok, updating now, thank you\nCustomer: ok, updating now, thank you\nHuman Agent: Fantastic, is there anything else I can assist you with today. \nCustomer: no, thank you so much\nCustomer: no, thank you so much\nHuman Agent: No problem, have a great day."]
["Customer: Set up\nCustomer: Can not connect\nCustomer: Still having problem\n\nCustomer: LED blinking green but no response to qt coder\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  It looks like your having some trouble with there setup, are you trying to set up a new camera or reconnect a device that was online/setup in the past?\n\nCustomer: Hi reconnecting same 720mini camera get to the green blinking led stage and it does not read qr code \nCustomer: I have tried reseting from the back of unit and powering down\nHuman Agent: Okay, can you send me the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid. \n\nCustomer: 11kd45000770\nCustomer: Zmd1xy1d\nHuman Agent: For that camera the setup it uses is the Zink setup, not the QR setup. \nHuman Agent: Zink Setup steps\n\n1.Check Network Compatibility:\n\nEnsure that the W-iFi network you want to connect the camera/s to, is operating on the 2.4GHz frequency.\n\n\n\n2.Access Zink Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the Zink option.\n\n\n\n3.Initiate Installation:\n\nEnter the number of devices you are trying to set up, tap on the check mark or next.\n\n\n\n4.Connecting to the ZMD_SAP\n\nTap on \"Tap Here to begin set up\" follow the onscreen instructions. The phone may warn you this network has no internet.\n\n\n\n5.Wi-Fi Password Entry:\n\nThe app will prompt you to select or enter your Wi-Fi name (SSID) and enter the Wi-Fi password. Remember the Wi-Fi and password are case sensitive.\n\n\n\n6.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nHuman Agent: Here are the Zink setup steps, let me know if you have any trouble or any questions as you go through that setup. \nCustomer: I tried that but did not get zmd sap WiFi to connect to\nCustomer: Ok will try again\nHuman Agent: Okay\nCustomer: Please steps I will try them\nHuman Agent: I sent the steps above, I will resend them again, One moment\nHuman Agent: Zink Setup steps\n\n1.Check Network Compatibility:\n\nEnsure that the W-iFi network you want to connect the camera/s to, is operating on the 2.4GHz frequency.\n\n\n\n2.Access Zink Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the Zink option.\n\n\n\n3.Initiate Installation:\n\nEnter the number of devices you are trying to set up, tap on the check mark or next.\n\n\n\n4.Connecting to the ZMD_SAP\n\nTap on \"Tap Here to begin set up\" follow the onscreen instructions. The phone may warn you this network has no internet.\n\n\n\n5.Wi-Fi Password Entry:\n\nThe app will prompt you to select or enter your Wi-Fi name (SSID) and enter the Wi-Fi password. Remember the Wi-Fi and password are case sensitive.\n\n\n\n6.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nHuman Agent: Here they are again\nCustomer: Thank you it worked\nCustomer: All set up thanks have a nice day\nHuman Agent: Fantastic, thank you as well, have a great day"]
["Customer: Set up\nCustomer: Is an agent available?\nCustomer: Hi Kylie! I believe we spoke last evening!\nCustomer: SSDS LOL\nCustomer: SSDD*\nCustomer: LOL \nCustomer: Setting up cameras - changed internet providers\nHuman Agent: Hello, you've reached customer care, Were you able to try going through the setup at all since last we spoke?\nCustomer: Yeah, no success\nCustomer: Tried QR code & zlink\nCustomer: But, apparently, the camera keep trying to access the Internet that was cut off (this according to some Reddit posts)\nCustomer: cameras*\nHuman Agent: Okay, Lets have you go through the QR code setup with me, when you get to the end with the QR code take a screenshot of it and send that into the chat here, I will check the code itself for any issues that would prevent the camera from reading it. \nCustomer: Awesome!\nCustomer: I have 2 cameras flashing blue & green\nHuman Agent: It definitely could also be other things with the info in the code itself or the network not letting them get internet despite being connected. but before we jump to anything like if I can see the code can rule out some things first. \nCustomer: Perfect! You're the expert!\nCustomer: Do I wait for you to send a link or do I initiate?\nHuman Agent: If you are at the location and the phone is connected to the Wi-Fi you can go through the setup. I can send you the QR code directions again if you need it for you to go through it then take the screenshot and send it to me once you get to the end. \nCustomer: Ok I am only on 1 phone rn - so I will have to move away from this chat\nCustomer: I'm about to do QR Code\nHuman Agent: Okay, no problem, as long as you check in no longer then 5 minutes so the chat doesn't time out and close it will be fine\nCustomer: Ok - I have a hotspot that broadcasts 5 & 2.4G but I am not finding the 2.4g network in the drop-down for some reason\nCustomer: When it asks me to select a wifi\nHuman Agent: Odd, did you have that pop up before?\nCustomer: It keeps coming up with the 5G\nCustomer: I can disable the 5g on the hotspot & see if that works\nHuman Agent: maybe restart the hotspot or try checking the settings, the cameras will not connect to 5GHZ networks, only duel or 2.4 networks will work.\nHuman Agent: You can try that if you want as well, as long as its not only pushing out the 5GHZ then it should allow us to go through the setup with the network if it also is pushing out 2.4ghz\nCustomer: That's what I'm shooting for!\nCustomer: Ok, I will try now\nCustomer: Brb\nHuman Agent: Okay\nCustomer: D/static_file/8bc3de865f_1_20241205135807.png\nCustomer: Is this what you needed?\nHuman Agent: Yes, that's the code I needed, let me look this over now.\nCustomer: Thank you! I've really had to take this long to set up these cameras before - I've done it at least 4-5xs\nHuman Agent: The QR code looks good to me, the info doesn't say if tis 2.4 or 5ghz for me though so we will have to just try the setup and see how the cameras react, Go through the setup and try holding the code up to the camera, be sure to reboot the cameras first before showing the code so it can react better. \nCustomer: I connected my phone thru the QR code - so it should be on 2.4\nCustomer: Ok thanks\nHuman Agent: Okie Dokie, lets try it then, While you do the setup and hold the code watch how the lights react for me as well\nCustomer: How long keep unplugged?\nHuman Agent: you don't have to wait, just a quick unplug and plug in is fine. \nCustomer: Great!\nCustomer: Going to set up rn\nHuman Agent: Okay\nCustomer: Connection timed out - it's showing I'm on 2.4g - can't you add the device with the serial number?\nCustomer: I believe that's how I've gotten it done several times, actually\nHuman Agent: No, you cant use the serial number to get a device online remotely in any way so I'm unsure what you remember for that there. \nHuman Agent: what did the lights do when you held the QR code in front of the camera? what color and solid or flashed only?\nCustomer: No change - green & blue\nCustomer: Interesting...I know I took pix of the serial numbers & texted them in the app\nCustomer: This was probably 5 years ago\nCustomer: Ok, I have an appointment at 3:30 & I'm 15 min away - so, I'm about to jump in my car\nHuman Agent: Okay, it could be one of two things, it could be that the cameras are connecting to the hotspot and not getting any internet, if that were the case you should be able to check the device list on the hotspot router to see if there are any connections and see if its the firewall blocking them, if you do not see anything though then that would mean that the camera is trying to connect and not able to at all which would be due to the hotspot itself. Not all hotspots are compatible to be used with cameras.\nCustomer: You know what?!? I think you are CORRECT!\nCustomer: I have an ATT NetGear hotspot & I believe that was the issue when I first got it\nCustomer: Thanks for reminding me!\nHuman Agent: We may have looked up the cameras ID numbers to find them in the system, if they were already online we do help customers add cameras to accounts that are online but not on accounts, but that's the only thing I can think, we would of just used the ID to find the device then added it while it was already online. \nCustomer: Ok, that is possible \nHuman Agent: No problem, sometimes Hotspots can be frustrating to use anyway with cameras even if you do get them to connect, they sue allot of upload speed and can use up the high speed internet that the ISP allows quickly and when it goes to low speed internet the cameras will lag or totally disconnect because its just not enough to keep them running. I don't really recommend using hotspots for this reason and it can be quite expensive in the long run. \nCustomer: I think I spent a whole day at this same location on a weekend day trying to get these cameras to work...& FINALLY, after talking to 5-6 people over several hours hearing different things - I believe they finally said can't link cameras to hotspot - do you know why that is?\nCustomer: Ok, thanks! You anticipated my question! Great job!\nHuman Agent: Not sure why some hotspots will let cameras connect and why some will not. It could be how they emit the signal from them or the data inside that the ISP adds for protecting them its hard to say for sure. \nCustomer: Yeah, makes sense\nHuman Agent: Do you have any other questions before we go?\nCustomer: Ok, well we can keep barking up the same dead tree or move on lol\nCustomer: No, not that can be helped anyway lol - thanks though!\nHuman Agent: Okay, I wish you luck and hope your appointment goes well. \nCustomer: 👍🏻"]
["Customer: Set up\nCustomer: Need to reset my device \nCustomer: 1\nCustomer: Live agent \nCustomer: I reached out last month and needed to update my email address to my new email to reset my device but the reset password was being sent to the old email that I no longer have access to\nCustomer: So whomever I chat with last month stated that I will have to wait 30days for an email to kick back and inform you guys that the email on file was an inactive email \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/1b549c79c6_1_20241227164742.png\nHuman Agent: That camera is unbound from the previous account. You can do the LAN Search now to add it to your account.\nCustomer: Ok let me try"]
["Customer: Hi\nCustomer: My camera not working in my phone.\nCustomer: Yes \nCustomer: How to connect my camera to my iPhone \nHuman Agent: Hello, you've reached customer care, my name is Kylie.  What sort of trouble are you experiencing? is this a new camera or one you currently have on the account? \nCustomer: I need help to connect my camera to my phone \nHuman Agent: Is this a new camera or one that was previously used?"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Español\nCustomer: Español\nCustomer: Agente\nCustomer: Agente\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?\nCustomer: Hola Kylie, tengo un problema con un par de cámara Outdoor que vienen en paquete las cuales al querer integrarlas me aparece la leyenda de que ya fueron dadas de Alta, te comento que compramos alrededor de 9 paquetes de estas cámaras y las utilizamos con diferentes cuentas dependiendo de donde se instalaron\nCustomer: Hola Kylie, tengo un problema con un par de cámara Outdoor que vienen en paquete las cuales al querer integrarlas me aparece la leyenda de que ya fueron dadas de Alta, te comento que compramos alrededor de 9 paquetes de estas cámaras y las utilizamos con diferentes cuentas dependiendo de donde se instalaron\nCustomer: Anteriormente ya había tenido este problema con otro de los paquetes, las cámaras están relativamente nuevas pero ya tenemos bastante tiempo con ellas por que son para reemplazo\nCustomer: Anteriormente ya había tenido este problema con otro de los paquetes, las cámaras están relativamente nuevas pero ya tenemos bastante tiempo con ellas por que son para reemplazo\nCustomer: Trate de darlas de alta en todas las cuentas que tengo a la mano pero no sé si alguno de nuestros asistente haya utilizado una cuenta diferente\nCustomer: Trate de darlas de alta en todas las cuentas que tengo a la mano pero no sé si alguno de nuestros asistente haya utilizado una cuenta diferente\nHuman Agent: Necesitaré buscar cada una de las cámaras/dispositivos. ¿Pueden enviarme el número de identificación y el modelo de todas las cámaras? La identificación comenzará con ZMD o GSG, no con fccid.\nHuman Agent: Necesitaré buscar cada una de las cámaras/dispositivos. ¿Pueden enviarme el número de identificación y el modelo de todas las cámaras? La identificación comenzará con ZMD o GSG, no con fccid.\nCustomer: Las series son: ZMD 12K683234892 y ZMD 12K683234916\nCustomer: Las series son: ZMD 12K683234892 y ZMD 12K683234916\nCustomer: El modelo de la cámara es: ZP-IBH15-W\nCustomer: El modelo de la cámara es: ZP-IBH15-W\nHuman Agent: Un momento mientras busco estos dispositivos.\nHuman Agent: Un momento mientras busco estos dispositivos.\nHuman Agent: Ambas cámaras no están vinculadas a ninguna cuenta. Cuando miras las luces de las cámaras mientras estoy enchufadas, ¿son fijas o parpadean en azul?\nHuman Agent: Ambas cámaras no están vinculadas a ninguna cuenta. Cuando miras las luces de las cámaras mientras estoy enchufadas, ¿son fijas o parpadean en azul?\nCustomer: Aquí estoy\nCustomer: Aquí estoy\nHuman Agent: Respondí arriba ¿puedes ver mi respuesta?\nHuman Agent: Respondí arriba ¿puedes ver mi respuesta?\nCustomer: Ya le envíe los datos de las cámaras que me solicito\nCustomer: Ya le envíe los datos de las cámaras que me solicito\nHuman Agent: Dije Ambas cámaras no están vinculadas a ninguna cuenta. Cuando miras las luces de las cámaras mientras estoy enchufada, ¿son fijas o parpadean en azul?\nHuman Agent: Dije Ambas cámaras no están vinculadas a ninguna cuenta. Cuando miras las luces de las cámaras mientras estoy enchufada, ¿son fijas o parpadean en azul?\nCustomer: Son fijas en azul\nCustomer: Son fijas en azul\nCustomer: Su respuesta no se ve\nCustomer: Su respuesta no se ve\nHuman Agent: Bien, ¿puedes intentar agregar las cámaras nuevamente desde la aplicación y decirme si el mensaje vuelve a aparecer? Las cámaras no están vinculadas a ninguna otra cuenta, es posible que este mensaje haya aparecido por error.\nHuman Agent: Bien, ¿puedes intentar agregar las cámaras nuevamente desde la aplicación y decirme si el mensaje vuelve a aparecer? Las cámaras no están vinculadas a ninguna otra cuenta, es posible que este mensaje haya aparecido por error.\nCustomer: Ok \nCustomer: Ok \nCustomer: Lo intento nuevamente \nCustomer: Lo intento nuevamente \nCustomer: Debo de salirme del chat?\nCustomer: Debo de salirme del chat?\nHuman Agent: \nSí, abandonarías el chat para intentar agregar las cámaras nuevamente.\nHuman Agent: \nSí, abandonarías el chat para intentar agregar las cámaras nuevamente."]
["Customer: AGENT\nCustomer: hi grant.. i need some help connect a few cameras to my account\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD13E4DA0010703\nHuman Agent: Can you send that Device ID again or send a picture of it? There are one too many characters in the ID that you sent.\nCustomer: sorry\nCustomer: ZMD13E4DA001703 \nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: green solid\nCustomer: now blinking\nHuman Agent: The camera may use a couple of different setup methods. Could you please check your phone's Wi-Fi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: i can, and it connects to that.  however it then says \"AP_ZMD was not connected\" and starts over\nCustomer: i've been in a loop of this\nCustomer: i would like to link all 4 that i have, but also tried to narrow it down to one at a time\nCustomer: but same loop\nHuman Agent: It should not say AP_ZMD since that is for a different setup. So you may want to try restarting the app or uninstalling and reinstalling the app.\nCustomer: oh, i have restarted the app many times.  i have not tried uninstalling it though\nCustomer: i am updating the app, if you don't mind staying with me until i can try again please\nCustomer: ok, it is still doing the same thing\nCustomer: i have now completely uninstalled and am reinstalling\nHuman Agent: Okay, which setup method are you doing in your app?\nCustomer: downloading from google play, is that what you mean?\nCustomer: while in the app i was using the Zink method\nHuman Agent: No, you would need to do the setup in your app to connect your camera to your Wi-Fi network. There are several options that you can choose from after you tap on the plus sign. Which setup are you using?\nHuman Agent: Zink, okay, that is good. Can you go to your Wi-Fi settings and tell me what network your phone is connected to?\nCustomer: i am not using a phone, i am on a tablet\nCustomer: i need to connect to the 2.4, right\nHuman Agent: Okay, so then can you go to your Wi-Fi settings and tell me what network your tablet is connected to?\nCustomer: seafo2\nHuman Agent: Then you will want to connect to the ZMD_SAP network.\nCustomer: yes\nCustomer: but it still says AP_ZMD is not connected\nCustomer: why is it trying to do that if that is different?\nCustomer: it is connected to ZMD_SAP\nHuman Agent: Okay, and earlier you said that you were updating the app? So did you uninstall the app? And then did you go in to your settings and clear the app cache and data?\nCustomer: just to be sure, clearing the data will not delete downloaded videos right?\nCustomer: i did uninstall and have cleared the cache so far..not the data\nHuman Agent: It may remove and clips that you have, but if you have saved them to your tablet's photos, then those would not be cleared. You can also try the setup on another phone or tablet.\nCustomer: can i use the web interface?\nHuman Agent: You cannot setup cameras through the web app.\nCustomer: ok, i do think i tried that as well.  give me a moment to get another device.  i have tried a couple different ones, but i will get try another.\nCustomer: its still doing the same\nCustomer: AP_ZMD is not connected\nCustomer: ZMD_SAP is connected without internet\nCustomer: hello\nCustomer: hello\nHuman Agent: Can you check the location permissions on the tablet? Make sure that the location is turned on. Then check the permissions and make sure that the app has permission to use your tablet's location. If there is a Precise Location setting, then make sure that permission is turned on, as well.\nCustomer: i'll check\nCustomer: precise location was not on, but is now\nCustomer: still doing the same thing\nHuman Agent: Okay, can you try uninstalling the app, then clearing the app cache and data? Then you can go to the app store and download the app again. Or you can try downloading the Funlux app.\nCustomer: ok\nCustomer: i downloaded the funlux app to try that\nCustomer: wifi says ZMD_SAP is connected without internet, but when i hit 'tap here to begin setup a popup says \"ZMD_SAP was not connected\" - but it is\nHuman Agent: Double check the location permissions for the Funlux app, then.\nCustomer: precise location is on\nHuman Agent: Okay, and what about the location permission? What is it set to?\nCustomer: on also\nHuman Agent: What is it set to? There are usually a few different permission options.\nCustomer: \"allow while using the app\"\nHuman Agent: Can you check your Wi-Fi settings and see if the tablet is still connected to ZMD_SAP or if it reconnected to your Wi-Fi network?\nCustomer: other options are \"ask every time\"  or \"dont allow\"\nCustomer: it is connected to ZMD_SAP\nHuman Agent: Can you send a screenshot of the Zink setup screen that you get to?\nCustomer: let me see, give me a moment\nCustomer: did you get it?\nHuman Agent: No, if you tried to send an image in the chat, then it did not come through.\nCustomer: dnt think so, little camera to the left opens window but it dnt pop up in the box, ugh\nCustomer: does it need to be a certain format?  it is a jpeg\nHuman Agent: You can also send an email to support@zmodo.com\nCustomer: unfortunately my email is so full it won't let me  send anything\nCustomer: png won't go through either?\nHuman Agent: Can you check the Location Services setting on the tablet? Not the permissions for the app, but the tablet's actual location.\nCustomer: ok, i turned it off and then on again and may have made progress\nCustomer: give me a moment\nCustomer: ok, one is added\nCustomer: if you don't mind, let me just set up one more to be sure i can\nHuman Agent: Are you having trouble with the setup for the second camera?\nCustomer: ok, i think i got it\nCustomer: thank you for your help\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: My camera isn’t reading the qt code\nCustomer: It’s too not working it keeps timing out\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: I can’t connect my camera \nCustomer: -1\nCustomer: The light is green but I cannot connect the camera\n\nCustomer: Onvif camera\n\nHuman Agent: Hi my name is Wendy\nHuman Agent: What is the device ID on the camera that shows the green light? and is the green light blinking or solid?\nCustomer: How to connect the camera onvif?\nHuman Agent: What is the device ID on the camera you are wanting to setup?\nHuman Agent: the ID will be listed on a sticker on the camera and will start with ZMD or GSG\nCustomer: ZMD12CH33000194\nHuman Agent: ZMD12CH33000194 uses Smartlink setup.  You would need to set this camera up on the Zmodo phone app.\nHuman Agent: the green light on the camera -is it blinking or solid green?\nCustomer: Blinking\nHuman Agent: Make sure your smartphone is connected to 2.4GHz wifi then on the Zmodo app tap on the +sign, choose \"Legacy\", \"Smartlink\". \nHuman Agent: follow the in-app instructions to complete setup"]
["Customer: How do I connect my cameras to my new wifi\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: can I reset my Camera without having the QR code?\nCustomer: how do I reset my camera without the QR code?\nCustomer: I do not have the QR code, how do I reset my camera?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I'll send the QR code to access setup below. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and scan the QR code when prompted.\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\n\nHuman Agent: D/static_file/5d8e3912e7_1_20240920173141.png"]
["Customer: Troubleshooting\nCustomer: Mira I can’t get this link to my account the blue light is blinking\nCustomer: I have done all that\nCustomer: I still having problems\nCustomer: Mira I can’t get this link to my account the blue light is blinking\nCustomer: -1\nCustomer: I need to connect a camara\nCustomer: Representative \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you tell me the cameras Model and ID number? the ID should start with ZMD. \nCustomer: Kylie ligth is blinking blue and I can’t get it tonwork\nHuman Agent: Okay can you give me the info I requested above then I can look up more for the setup on the camera. \nCustomer: Sku zm sh721 sd\nHuman Agent: I want the Model and ID number.\nCustomer: Zh i uid wac\nCustomer: ZH IXU1D WAC\nHuman Agent: Can you take a picture of the sticker and send that instead perhaps?\nCustomer: D/static_file/11ff589926_1_20250103111231.jpeg\nCustomer: D/static_file/757ce29267_1_20250103111307.jpeg\nHuman Agent: Okay for this camera it looks like it uses an older setup called EZlink, I will send you the directions so you can try that setup.\nHuman Agent: 1.Verify Network Compatibility:\n\nConfirm that the Wi-Fi network you intend to connect the camera/s to, operates on the 2.4GHz frequency.\n\n\n\n2.Access Smartlink Setup:\n\nLaunch the app and navigate to the home page. Tap the plus sign in the top-right corner, then select 'Legacy' and choose 'Ezlink Devices'.\n\n\n\n3.Initiate Installation:\n\nFollow the on-screen prompts.\n\n\n\n4.Enter Wi-Fi Password:\n\nThe app will prompt you to enter the Wi-Fi password. Please note that the Wi-Fi password is case-sensitive. Tap the next, then wait for the device/s to establish a connection.\n\n\n\n5.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will ask you to assign a name to the device for easy identification.\nCustomer: Why ligth get blue blinking every time I try \nCustomer: I still having issues \nHuman Agent: I dont know, if its flashing green or blue you can go through the setup, perhaps try rebooting the camera first then try the setup again."]
["Customer: I need help\nCustomer: It keeps giving me connection timeout when trying to connect\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD12KAA7000176\nHuman Agent: Thank you. Can you please unplug the camera, plug it back in, and tell me if you see a light come on in the camera when you plug it back in?\nCustomer: ZMD12K4A7002000\nHuman Agent: Okay, lets start with just one camera. Unplug both cameras and plug in just one of the cameras here.\nCustomer: I have a green light on\nHuman Agent: Is the light solid green or flashing green?\nCustomer: Solid green\nHuman Agent: Alright, watch the light for a minute and let me know if it changes to a flashing green.\nCustomer: Yes it is flashing now \nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Yes I see it as saved\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: It will not allow me to select my wifi name. When I click the drop down nothing comes up for me to select my wifi it says refresh\nHuman Agent: Then you will want to go in to your phone settings and turn off your Mobile Data. The app is using that instead of the ZMD_SAP network since the ZMD_SAP network does not have internet."]
["Customer: My camera will not scan the qr code\nCustomer: It is blinking blue\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  It looks like your having some trouble with there setup, are you trying to set up a new camera or reconnect a device that was online/setup in the past?\nCustomer: It has been on for more then two years now it doesn't work\nHuman Agent: Okay so its been setup in the past, great. It looks like both of the cameras on your account can use the QR code setup or the Zink setup. First can you go through the QR code setup, then at the end take a screenshot of the QR code and send that to me in the chat here to review."]
["Customer: Set up\nCustomer: Zh-iky1d green blinking light and can't set up\nCustomer: I don't remember the original set up method\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd14e3e2220317\nCustomer: And another ending in 333\nHuman Agent: Okay, lets start with the first camera. Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Solid green\nCustomer: Now green blinking\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: That worked.  It activated both of them\nCustomer: Thank you so much.  I was so frustrated searching the internet and resetting over and over\nHuman Agent: You're welcome.\nCustomer: Love your products.  Going to buy more in the future.  Thank you again and have a great day\nHuman Agent: You're welcome. You have a good day, too."]
["Customer: My phone will not connect \nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you are trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: I changed my wifi but can’t find where to update the network in settings\nCustomer: There aren’t those options under settings for me.  Lease advise \nCustomer: I need to talk to a live person \nCustomer: Agent\nCustomer: I changed my WiFi and need to update the network but can’t find that option in settings.  Can you help?\nCustomer: I don’t have those instructions .  Can someone walk me through it?\nHuman Agent: Hi my name is Wendy.  Your 3 indoor cameras use QR code setup.  Are the indicator lights blinking green?\nCustomer: LED lights are green\nCustomer: Led lights are blue\n\nHuman Agent: are the lights blinking blue or solid blue?"]
["Customer: Are you an actual person or a chatbot?\nHuman Agent: How can I assist you?\nCustomer: Hello Grant. I currently have 4 indoor cameras and yesterday I updated one that needed to be updated. Ever since, it just stopped working.\nHuman Agent: Alright, can you unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: I already tried disconnecting and reconnecting it and nothing \nCustomer: I tei d resetting it to and nothing.\nCustomer: Ohh I'm currently not home right now.\nHuman Agent: The status light on the camera will be solid green, flashing green, flashing blue, or solid blue. It may start at one stage and go to the others (ideally it should go through all until it gets to solid blue). Depending on the light and how it changes, that would give us more information about where to go.\nHuman Agent: You would need to be with the camera though to troubleshoot it.\nCustomer: Let me ask my wife. She is home.\nCustomer: Flashing green\nHuman Agent: Then you will want to do the QR Code setup to reconnect it to the Wi-Fi network.\nCustomer: Oh ok."]
["Customer: Troubleshooting\nCustomer: I change my internet company and the ZMS_SAP it's not working\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: I forgot the password of my camera\nHuman Agent: Camera passwords are no longer used. Are you trying to set up the camera? If so, you would only need your wifi password."]
["Customer: ZMD19G1IHC01255\nZMD19G1INC00933\nZME19G1IHC00945\nPlease add these to my account \nCustomer: Please add them to my Steve.yentzer@gmail.com\nCustomer: I'm not changing my email\nCustomer: Please add the 3 cameras to my account \nHuman Agent: Hi my name is Wendy.  \nCustomer: The QR code is not working\nCustomer: Wtf\nHuman Agent: ZMD19G1IHC01255  what color is the indicator light on this camera? and is the light blinking or solid?\nCustomer: Please add the 3 cameras to myaccount\nHuman Agent: ZMD19G1INC00933 ZME19G1IHC00945 are these two cameras brand new? or have they been setup before?\nCustomer: Solid blue\nHuman Agent: ZMD19G1IHC01255 shows a solid blue light right now? or is it unplugged currently?\nCustomer: Set up multiple times. The QR code will not work\nHuman Agent: ZMD19G1IHC01255 shows a solid blue light right now? or is it unplugged currently?\nCustomer: Blinking green \nCustomer: Please just add them!\nHuman Agent: okay blinking green means the camera is in setup mode.  You will need to setup the camera on your end.   This camera uses QR code setup.\n\nQR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the phone app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\n\nHuman Agent: Blinking green means the camera is in setup mode.  During setup the indicator light should start blinking blue that means its communicating with your router.  When it has connected to your network the indicator light will switch to solid blue.\nCustomer: The QR code is not working on my cameras, please add these 3 cameras to my account \nZMD19G1IHC01255\nZMD19G1INC00933\nZME19G1IHC00945\nCustomer: Out takes a while because the are mounted high up!\nHuman Agent: I could bind ZMD19G1IHC01255 to your account but it will still be offline.  You would need to set it up to get it online.\n\nZMD19G1INC00933 ZME19G1IHC00945 are these two cameras brand new? or have they been setup before? I am not pulling up any info with these two device IDs.  Its possible they have typos.\nCustomer: I've had the for about 2 years\nHuman Agent: oh, that could be the problem.  The cameras should be plugged into wall outlets as close to the router as possible during setup.  You could try moving just one of the cameras inside next to the router if that will get the camera to get setup.\nCustomer: Don't that \nCustomer: Done\nHuman Agent: you have one of the cameras next to your router?  Which camera? \nCustomer: 1253 is\nHuman Agent: ZMD19G1IHC01253 shows online\nCustomer: Yes one of your techs added it\nHuman Agent: Yes that was me.  I helped you 30 minutes ago or so\nCustomer: Yep\nHuman Agent: ZMD19G1IHC01255 if you don't want to move this camera, please stand right next to it then go to your phone's wifi and see if you see a zmd_sap network listed there.\nHuman Agent: It can take up to 15-30 seconds to see this network appear.   You should be right next to the camera when checking.  The zmd_sap network signal comes from the camera.\nCustomer: Zmd sap\nCustomer: It's there\nHuman Agent: okay please connect to it.  Then go to the Zmodo app and try and setup the camera using Zink setup instead of QR code setup\nCustomer: I'm just going to but Blink cameras\nHuman Agent: okay\nCustomer: What is zink\nHuman Agent: Zink setup is another setup method.  On the same screen where you tap on \"qr code\" setup.  Instead you would tap on \"Zink\" setup\nCustomer: There is no option \nHuman Agent: D/static_file/6cbec269b1_1_20250117165432.png\nCustomer: And I can't leave the chat or it loses connection to you... 😳😳😳😳\nHuman Agent: You would choose Zink setup.  Here is a picture to show you.\nHuman Agent: D/static_file/ed8dd05e03_1_20250117165451.png\nHuman Agent: We will stay connected for 7 minutes without activity.  please try zink setup\nCustomer: I've never seen that screen\nHuman Agent: Are you using the Zmodo app for setup?\nCustomer: Smartz\nHuman Agent: okay for smartz app tap on \"devices\", \"add device\" tap on the 4 squares in the upper right corner, Zink setup can be found here"]
["Customer: Troubleshooting\nCustomer: Not connecting \nCustomer: Cameras not reading QR code\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: Reset \nCustomer: Zmd16FF17201726\nCustomer: Yes I’m here\nHuman Agent: I am not sure what you mean by reset \nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: Green\nHuman Agent: Solid or flashing? \nCustomer: Flashing\nHuman Agent: Can you unplug the camera, wait 30 seconds then plug it back in. Once the camera is flashing green lets try the QR code set up again. Start with your phone directly in front of the camera, slowly pull back the phone from the camera lens until it is 8 inches away, and hold it there for about 40 seconds as still as possible. Please let me know if the light changes to flashing blue? If the camera still doesn't connect please take a screenshot of the QR code and send it in the chat. \n\nCustomer: It’s flashing green\nHuman Agent: Can you unplug the camera, wait 30 seconds then plug it back in. Once the camera is flashing green lets try the QR code set up again. Start with your phone directly in front of the camera, slowly pull back the phone from the camera lens until it is 8 inches away, and hold it there for about 40 seconds as still as possible. Please let me know if the light changes to flashing blue? If the camera still doesn't connect please take a screenshot of the QR code and send it in the chat. \nCustomer: Ok\nHuman Agent: Thank you\nCustomer: D/static_file/284033c09f_1_20240926125412.png\nHuman Agent: Can you go to the settings app then wifi, tap on your wifi then tap forget. Once you have forgotten the network please tap on it again to reconnect.  \nCustomer: Ok\nHuman Agent: Let me know if you have any trouble reconnecting? \nCustomer: Setting in this app or my phone app\nHuman Agent: You're phone app\nCustomer: Ok\nCustomer: My phone is connecting fine\nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\n\nCustomer: I see it but can’t join network \nHuman Agent: Is this device connected directly to the wall outlet with the provided power cable? \n\n\nCustomer: Yes\nCustomer: Connected to wall\nCustomer: When I scan QR code it blinks blue then back to blinking green\nHuman Agent: Is the antenna connected to the camera?"]
["Customer: Pf en español\nCustomer: Agente\nCustomer: En español\nHuman Agent: ¿Cómo puedo ayudarte?\nCustomer: Necesito activar\nHuman Agent: ¿Puedes darme más detalles sobre qué es lo que estás intentando hacer?\nCustomer: Ok tengo 2 camaras zmodo mucho tiempo en 2 telefonos 1 iphon que es mio y el otro sansung boostmovil de mi esposa y los 2 se me han desconfigurado\nHuman Agent: ¿Podrías ir a una de las cámaras, desconectarla, volver a enchufarla y decirme qué luz ves en la cámara cuando la enchufas?\nCustomer: Ok verde oscilando\nCustomer: Ahora azul oscilando\nHuman Agent: Para configurar la cámara, utilice el método del código QR. Abra la aplicación y haga clic en el ícono \"+\" en la esquina superior derecha, luego seleccione Código QR. Elija \"Iniciar instalación\" o \"Siguiente\" en la parte inferior de la pantalla para iniciar la configuración. Siga las instrucciones en pantalla, ingrese su contraseña de WiFi (recuerde que distingue entre mayúsculas y minúsculas) y toque \"Siguiente\". Se generará un código QR. Alinee la lente de la cámara con el código QR en la pantalla de su teléfono, dejando aproximadamente 8 pulgadas de espacio entre ellas.\nCustomer: Ahora verde oscilando\nHuman Agent: Quiero informarles que el soporte del chat en vivo se cerrará en 8 minutos. Si estamos a punto de quedarnos sin tiempo, tomaré su nombre y número de teléfono para que un representante de habla hispana pueda devolverle la llamada más adelante en la semana.\nHuman Agent: El soporte del chat en vivo cerrará por la noche en 5 minutos. ¿Podría darme su nombre y un número de teléfono para dárselo a nuestro representante de habla hispana?"]
["Customer: I am waiting for your response\nCustomer: Do you not see my message sent \nCustomer: I have been corresponding with someone at your office via email but not getting my questions answered. The question is, I have a camera that has a blinking light but I am unable to activate it on my app as I do not see it on the app. What can I do in order to activate it?\nCustomer: My other cameras are working on the app except this one. Do I still need to disconnect from the wi-fi?\nCustomer: The camera does not show up on the app at all.\nCustomer: The serial number of the camera does not show up as one of the cameras on the list.\nCustomer: Put me through to a live person.\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: Give me a few to get it. Thanks\nHuman Agent: Okay\nCustomer: ZMD13I5F8000252\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: blinking\nHuman Agent: Blinking Green? \nCould you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\n\nCustomer: Unfortunately I am not at home to do so but when I first set this up, the ZMD_SAP was visible.\nHuman Agent: Okay, I recommend contacting us when you are at the location of the camera. \nCustomer: Normally this will be after hours. So when I access the ZMD_SAP then what should happen?\nHuman Agent: You will want to set up the camera with the Zink set up. \nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\n\nCustomer: Ok I will give that a try. I do have another issue where in the app once the + sign is selected, I see a camera with this serial number ending in 0452. None of the cameras has that serial number and when I try to access or make it come on line, it tells me it belongs to another account.\nCustomer: Yes i am\nHuman Agent: Can you get the full ID so we can search for the camera. \nCustomer: agent\nCustomer: I am sorry, not at this time. I will get back to you tomorrow when I have a chance to write it down\nHuman Agent: Okay sounds good, we will be here. \nHuman Agent: You can also email us at support@zmodo.com"]
["Customer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Hello \nCustomer: The device cannot connect to Wi-Fi \nCustomer: -1\nCustomer: it keeps saying unable to join the network\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: Camera 2 is not working\nCustomer: Not blinking\nCustomer: Blinking green\nCustomer: How to put new internet\nHuman Agent: Hello, my name is Grant. To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: My bill paid but will not let me see anything on camera \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like your devices are offline. They would need to be set up to be able to be viewed live or have them record. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Is the subscription price per camera or the group?\nCustomer: How do I group all 3 cameras?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The susbcription is priced per camera. \nCustomer: Yes I’m here. I can’t get one camera to work, it’s flashing blue\nHuman Agent: Okay, is it a new camera or one you have previously used before?\nCustomer: One I’ve used before. Haven’t used them in a long time but 2 out of the 3 are working\nHuman Agent: Okay can you send me the cameras Model and ID number so I can look it up, the ID number will start with ZMD.\nCustomer: zmd13c7da001232\nCustomer: I’m still here\nHuman Agent: It looks like for that camera its setup is the QR code setup. \nCustomer: Ok, do I delete that camera?\nHuman Agent: Try unplugging the camera for 30 seconds, then plug it back in and try the QR setup again, if it does not work try holding the code closer at 6 inches away or further at 12 inches away, if you still have trouble then take a screenshot of the qr code and send that to me to review. \nCustomer: Ok\nHuman Agent: Okay\nCustomer: Yep I’m here."]
["Customer: Set up\nCustomer: I need help connecting my camera to a new wifi\nCustomer: how do i set up my camera to the wifi\nHuman Agent: Hi my name is Wendy.  Cameras named kitchen 1, break2, smart device, and office use Zink setup.\n\nAre the indicator lights blinking green?\nCustomer: hi wendy\nHuman Agent: Hi\nHuman Agent: Are the indicator lights blinking green?\nCustomer: we moved to a new building\nHuman Agent: you are wanting to setup cameras named kitchen 1, break2, smart device, and office?\nCustomer: we have a different wifi here\nHuman Agent: okay you will want to setup the cameras again to get them online.  All 4 cameras use Zink setup\nHuman Agent: ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nCustomer: now i only have access to the office camera\nCustomer: can you help me set up that one for now\nHuman Agent: Yes   Here are Zink setup instructions.\n\nZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nCustomer: do i need to delete the camera first\nHuman Agent: No need to delete the camera first, it would just need to be setup again\nCustomer: zmodo app will not connect to wifi\nCustomer: it is not finding my wifi\nHuman Agent: you are having trouble connecting to zmd_sap network?\nHuman Agent: the app doesn't list your 2.4GHz wifi name?\nCustomer: i reach the point where it tells me to select the wifi network but there is not network to select\nCustomer: it does not list it\nHuman Agent: Go to your phone's settings for the Zmodo app, make sure location services are enabled for the app, along with precise location.\n\nHuman Agent: After doing that, go through Zink setup again\nCustomer: location was already on use precise location. \nHuman Agent: okay please go through setup again see if it will list your wifi network now\nCustomer: location access is allowed while using the app\nHuman Agent: ok good\nCustomer: now it is trying to connect to zmd_sap\nHuman Agent: yes you will need to connect to zmd_sap network first. \nCustomer: options are connect only this time; allow switch; or stay connected. What do i choose?\nHuman Agent: I'm not sure where you are in setup?  You see this when connecting to zmd_sap network?\nCustomer: yes\nHuman Agent: only this time.  The zmd_sap signal comes from the camera\nHuman Agent: you should be right next to the camera during setup and the camera should be as close to the router as possible plugged directly into a wall outlet with just the original adapter.\n\nno extension cords, power strips, or surge protectors.\nCustomer: ok it worked\nHuman Agent: Great!"]
["Customer: I just paid a payment in August of this year and my cameras haven't been working for like about a year. I tried everything and I can't get them going. So how can I cancel my payment plan?\nCustomer: Well what's the number to them\nCustomer: Agent\nHuman Agent: Let me take a look at your account.\nCustomer: Ok\nHuman Agent: Are you wanting to try to setup the cameras? Or do you just want to cancel the subscription for all 4 devices?\nCustomer: Let's try to set them up first\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd14ithf000377\nHuman Agent: Thank you. Can you please unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: Green\nHuman Agent: Is it solid green or flashing green?\nCustomer: Solid at first then starts blinking \nHuman Agent: Alright, if it is blinking green, then you will want to do the QR Code setup to connect it to the Wi-Fi network. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nHuman Agent: You can try holding the phone screen close to the Zmodo camera lens and pull it back. Watch the light on the camera and let me know if it changes from the flashing green.\nCustomer: Not working \nHuman Agent: Okay, did you hold the phone screen close to the camera lens and pull it back? Can you watch the light and tell me if it changes from the flashing green at any point?\nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the camera?\nCustomer: The green light flashes for a bit and everything turns off\nHuman Agent: Okay, so if the light turns off, it is probably changing to blue, but it may be hard to see the blue light or the blue LED may have stopped working. Does the flashing green light come back on after a minute or so?\nCustomer: D/static_file/bf55898eed_1_20241101174447.jpg\nCustomer: Nothing no blue or green light \nCustomer: D/static_file/8b845e65e8_1_20241101174600.jpg\nCustomer: D/static_file/80f45f95df_1_20241101174646.jpg\nHuman Agent: Yeah, so it may be changing to blue, but hard to see or burnt out. Have you changed your router, Wi-Fi name and password, or internet provider since you had the cameras working?\nCustomer: At 1 point the internet went out and I had to change the password and ever since cameras couldn't be connected no more.\nCustomer: Yes and router change\nHuman Agent: Okay, do you still have the old router or do you have any Wi-Fi extenders?\nHuman Agent: I want to let you know that the Live Chat support will close in 9 minutes. If we run out of time, then I will send you an invitation to schedule a callback with us.\nHuman Agent: The Live Chat support will be closing for the evening. You can tap on Schedule Call to make a callback appointment if you would like."]
["Customer: I will not scan the qr code \nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: Till not working \nCustomer: Still\n\nHuman Agent:  Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \nCustomer: Zk8-BFS23NM\nHuman Agent: The device ID will be near this, the ID will start with ZMD or GSG\nCustomer: ZMD19G1IHC13314\nHuman Agent: ZMD19G1IHC13314 is the indicator light solid blue?\nCustomer: Yes\nHuman Agent: Are you wanting the camera connected to email eloisajimenez09@gmail.com?\nCustomer: No trying to add my device \nHuman Agent: what is your account email?\nCustomer: eloisajimenez09@gmail.com\nHuman Agent: one moment, I will add the camera to oyur account\nHuman Agent: ZMD19G1IHC13314 has been added to your account.  If you refresh the screen or log out and back in to your account you will see the camera."]
["Customer: hi\ni need Reset Zmodo mini pro, i don't find a reset bottom, and as a mistake I deleted from my app. I unplug it, trying to reset,  but in seconds the camara tur blue \nCustomer: I tried that options, no \nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: sure\nCustomer: ZMD18H318D46364\nHuman Agent: The camera is already connected to a Wi-Fi network, so you will want to add it with a LAN Search in your app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: thanks \nHuman Agent: You're welcome.\nCustomer: I never had seen that option \nCustomer: happy Thanksgiving!\nHuman Agent: Thank you. You have a Happy Thanksgiving, too."]
["Customer: Set up\nCustomer: Solid blue. QR code not tesponding\nCustomer: Solid blue but won’t connect to qr code\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you able to tell me the cameras ID number and the Modell? The ID number will start with ZMD.\nCustomer: 12kh68293650.   Modelzp1b115w\nCustomer: D/static_file/5a2f8fa921_1_20241217133118.jpg\nCustomer: Can I call you? This is taking too long\nHuman Agent: I found the camera and it is telling me it is online, I can add it to the account for you here I just have to give it a name, what do you want me to name the camera for you?\nHuman Agent:  We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\nCustomer: Patio\nHuman Agent: Okay one moment.\nCustomer: If this works. No need to call I guess\nHuman Agent: I added the camera now. Take a look at the device list and let me know if you can view the camera live or not. You may have to refresh the device list if you don't see it at first.\nCustomer: Ok. Hold on\nCustomer: I don’t want to lose you. How do I do it?\nHuman Agent: You wont lose me you can come back to the chat.\nHuman Agent: you would jsut go to the device list and look for the Patio camera and click on it live"]
["Customer: Agent\nCustomer: Agent\nCustomer: Agent \nCustomer: I need to unbound camera but it isn't on my account \nCustomer: The camera is plugged I'm and solid blue. \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device, can you send me the camera ID number and model. The ID will start with ZMD or GSG, not the fccid. I will look it up in the system here first.\nCustomer: D/static_file/9f4a80b213_1_20250131112529.jpg\nCustomer: ZMD32KJ44211793\nHuman Agent: Perfect, one moment while I look up this device. \nCustomer: Thank you it looks like it's no longer blue and now it's blinking green.\nCustomer: Now back to solid blue.\nHuman Agent: I found the camera, I believe it is online but I myself cannot check the video, I will add the device to your account here then have you check to see if you can view the video or not. In order to add it I will need to name the camera, what do you want me to name it for you?\nCustomer: I've been waiting on your assistance \nCustomer: You told me to wait while you look uo this device. \nCustomer: Hello! Are you still here? \nHuman Agent: Yes, I replied above, I said \"I found the camera, I believe it is online but I myself cannot check the video, I will add the device to your account here then have you check to see if you can view the video or not. In order to add it I will need to name the camera, what do you want me to name it for you?\"\nHuman Agent: Are you able to see my messages, hello?\nCustomer: Stacy\nCustomer: I just received your message now\nHuman Agent: Okay, one moment while I name the camera Stacy! \nCustomer: Thank you \nHuman Agent: I added the camera now, you may have to refresh the app to see it but check and see if you can view the Stacy camera live now. \nCustomer: Now I do want to unbind the camera from this account to add with my other account and active camera I will be able to do that? \nCustomer: Sorry if I'm being difficult. \nCustomer: I wasn't able to add this camera to my other account as it is bound to this current one. I just want to ensure when I remove it here I'll be able to add it with my other account that has active cameras so I don't have multiple accounts with different cams\nCustomer: D/static_file/9a912bd6ca_1_20250131115215.jpg\nCustomer: D/static_file/d736802eee_1_20250131115238.jpg\nCustomer: D/static_file/168ce3c9a8_1_20250131115258.jpg\nCustomer: D/static_file/390dedb3c6_1_20250131115337.jpg\nCustomer: I'm sorry but I want to verify that my first initial conversation stated that I wanted to unbound this camera from this account so I can add to my other account.\nHuman Agent: Sorry for the dellay, yes you would be able to add the camera to another account, you would delete the camera then while on the same network you would be able to click the PLus in the app then choose the optiona t the bottom to add a solid blue device, as long as youa re on the same network as the camera and the camera is not tied to any account it will pop up with the cameras ID number and allow you to add it . Just when deleting the camera do not accidentally reset it at all.\nHuman Agent: to delete the camera you would click live on the camera, click the settings gear in the top right, click the three dots in the top right then choose delete. \nCustomer: Okay thanks for the help \nHuman Agent: No problem, is there any other questions before we go?\nCustomer: No that was all \nHuman Agent: Great, if anythign else comes up or you need further assistance feel free to contact us again"]
["Customer: I changed my wifi from Spectrum to T Mobile  \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\nCustomer: Can you send these instructions to my email:   jonadams3333@yahoo.com\nHuman Agent: Sure, I just sent that along with a few additional troubleshooting tips. \nCustomer: Thank you. I can’t work with this for a little while, but I’m sure it’ll be fine. If I have a problem, I’ll get back to you. Thank you so much.\nHuman Agent: Sure, if you reply to the email it will go to me and I can assist further from there."]
["Customer: Got new Wi-Fi cannt get the camera to come on\nHuman Agent: Hello, my name is Grant. The two cameras on your account will use the QR Code setup method to connect to your new Wi-Fi network.Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Trying to readd zh-ixy1d soni can change the wifi network and the device will not show the correct wifi network to add to funlux app\nCustomer: -1\nCustomer: Agent\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/6ebdee065b_1_20241226164303.jpg\nCustomer: I have tried reset from app, where I started and used a pin for the reset on the back of the camera\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Tried that too and it does not connect \nHuman Agent: What light do you see on the camera?"]
["Customer: Not wanting to scan thecamera qr\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: My doorbell camera stopped working.\nCustomer: How to change my WIFI settings?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Is the doorbell currently blinking green?"]
["Customer: I can’t set up my cameras the QR code doesn’t work\n\nCustomer: Nothing happens\nCustomer: I need more help\nCustomer: Agent\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/0f4927a733_1_20241107093530.png\nCustomer: We talked yesterday. I’m trying to set up these cameras with the QR code but it’s not working\nHuman Agent: Okay, can I have the Device ID from the camera you are currently trying to setup?\nCustomer: Zmd13geda234588\nHuman Agent: Thank you. Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: No light\nCustomer: It was flashing green before I unplugged\nHuman Agent: There will be a green or blue light in the camera when it is powered on properly. So you may want to check the connection and make sure it is plugged in well at the wall outlet and at the connector on the wire from the camera. \nCustomer: Yeah it’s all plugged in \nHuman Agent: Then you will want to try another power adapter, because the camera is not powering on if there is no light in the camera.\nCustomer: Thanks dude I appreciate the help I’m just gonna use some different cameras I’m don’t trying to mess with these. Thanks\nHuman Agent: You're welcome. Please let us know if you want to work on setting up the cameras."]
["Customer: Set up\nCustomer: I have a camera that I haven’t used for several years and I’d like to start using it again and I don’t know where to start\nHuman Agent: Hello, you've reached customer care. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD148BSDA23980\nHuman Agent: Can you try sending the Device ID again or send a picture of it? There is not a camera with that Device ID, so there may just be a typo in it.\nCustomer: I will try but It might take a while\nZMD14BSDA239480"]
["Customer: Troubleshooting\nCustomer: Still same issue \nCustomer: I’m trying to scan qr code, light turns blue from green but then again it shows green light blinking \nCustomer: Still same issue \nCustomer: Chat with agent \nCustomer: I’m trying to scan qr code, light turns blue from green but then again it shows green light blinking \nCustomer: Everything is correct, password too\nHuman Agent: Okay, so the light changes to a flashing blue when you show the camera the QR Code, but then goes back to a flashing green after a short time?\nCustomer: Yes\nCustomer: I did it 4 times\nHuman Agent: Okay, that means the camera is reading the QR Code. Could you send a screenshot of the QR Code that you are showing to the camera?\nHuman Agent: Is the antenna screwed in securely to the camera?\nCustomer: Yes\nCustomer: D/static_file/809dfbfc59_1_20241121145345.png\nCustomer: Yes\nHuman Agent: There are a few things that we can check here that could be causing an issue. First, can you go to your Wi-Fi settings and then tap on the settings button next to your Wi-Fi network? Then tap on Forget this network at the top. This will disconnect you from the network and it will show up in the list of available networks. You can tap on it in the list and reconnect to the network.\nCustomer: ??\nHuman Agent: Did you receive my response?\nHuman Agent: I will send the messages again.\nHuman Agent: There are a few things that we can check here that could be causing an issue. First, can you go to your Wi-Fi settings and then tap on the settings button next to your Wi-Fi network? Then tap on Forget this network at the top. This will disconnect you from the network and it will show up in the list of available networks. You can tap on it in the list and reconnect to the network.\nHuman Agent: Then we will want to check the display settings on your phone. First, make sure Dark Mode is off. Make sure Bold Text is turned off. Turn the brightness all of the way up. Make sure Night Shift and any other blue light filters you may have set are turned off. Make sure Display Zoom is set to default. Make sure Large Text is off and that the text size is set to default or smaller.\nCustomer: Wait plz\nHuman Agent: Then you can go back to the app and try the QR Code setup one more time. When you get to the screen that asks for the Wi-Fi password, make sure it shows the correct network name since you forgot and reconnected. Then tap on the eye icon next to the password so that you can see the password and make sure it matches the password that you entered to reconnect to the network after you forgot the network.\nCustomer: I did reply\nCustomer: It’s still same issue \nHuman Agent: Okay, so you went to your Wi-Fi settings and forgot the network and then entered the Wi-Fi password to reconnect to the network? Did you also check all of the display settings? Could you send a screenshot of the new QR Code that you showed the camera?\nCustomer: Ok\nCustomer: D/static_file/3690186125_1_20241121150931.png\nCustomer: I did all of that\nHuman Agent: And when you made the new QR Code, did you tap on the eye next to the password and make sure it was the same password you used to reconnect to your Wi-Fi network after you forgot the network? And is it your 2.4 GHz network and not a 5 GHz or Guest network?\nHuman Agent: Are you able to unplug the camera and plug it in next to the router?\nCustomer: ?\nHuman Agent: Are you receiving my messages?"]
["Customer: No puedo conectar la camara perdi el codigo\nCustomer: -1\nCustomer: Perdi el QR codigo\n\nCustomer: Necesito un QRCodigo nuevo\nCustomer: Agente\nCustomer: Necesito un QR codigo\nHuman Agent: ¿Estás usando la aplicación Zmodo? Deberá crear el código QR en la pantalla de su teléfono para la configuración.\nHuman Agent: Abra la aplicación y haga clic en el ícono \"+\" en la esquina superior derecha, luego seleccione Código QR. Elija \"Iniciar instalación\" o \"Siguiente\" en la parte inferior de la pantalla para iniciar la configuración. Siga las instrucciones en pantalla, ingrese su contraseña de WiFi (recuerde que distingue entre mayúsculas y minúsculas) y toque \"Siguiente\". Se generará un código QR. Alinee la lente de la cámara con el código QR en la pantalla de su teléfono, dejando aproximadamente 8 pulgadas de espacio entre ellas."]
["Customer: Change wifi\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Saludos \nCustomer: Me cambiaron el internet y se me descodificaron las cámaras la otra vez me pasó y me enviaron que code y me permitía programarlo otra vez \nCustomer: Es que fue hace tiempo y no lo perdí \nCustomer: Te pregunto si podrías enviarme otra vez para poder configurar gracias \nCustomer: Un qr code que le da reset a las cámaras \nCustomer: La otra vez tuve una situación similar y ustedes me ayudaron \nCustomer: -1\nCustomer: Quiero programar las cámaras ellas funcionaban bien cambié el internet y no puedo configurarlo cuando voy al paso de escanear me dice que el código es inválido que hago\nHuman Agent: Hola, has contactado con atención al cliente. Mi nombre es Grant. ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD o GSG y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras.\nCustomer: D/static_file/37d590471b_1_20250204104812.jpg\nCustomer: Esta es un de las cámaras en total son 4\nHuman Agent: Gracias, puede comunicarse con Rraycom a través de este correo electrónico para que le ayuden con la configuración del dispositivo. Rraycom@hotmail.com\n\nPuede utilizar el siguiente código para acceder a la configuración si es necesario, aunque para obtener más ayuda con la configuración deberá comunicarse con Rraycom.\nHuman Agent: D/static_file/f91ad4e232_1_20250204104948.png\nCustomer: Que hago escaneo eso en la cámara o en celular?\nHuman Agent: Escanee eso con la aplicación para acceder a la configuración en la aplicación meShare."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Agent\nCustomer: Agent\nCustomer: -1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I was just on with you and was disconnected.\nCustomer: My camera is still not connected\nHuman Agent: I am unable to look up the chat as you are contacting as a guest and we have several customers contacting us at once, can you elaborate more so I may assist you?\nCustomer: Camera\nZMD13HIDA219472\nMODEL: ZP-IBH15-W\nCustomer: I had originally two cameras I could not get connected then I got one to connect \nHuman Agent: Okay, I remember you. The chat timed out as there was no response to my messages.  let me re send those to you now for us to try, one moment.\nCustomer: You said I needed to take off of dark mode so I did that but still not connecting\nHuman Agent: You must not have been able to see nay of my messages for some reason, very strange. \nCustomer: I was messaging you but you stopped showing responses on my end\nCustomer: Can we get this last camera fixed?\nCustomer: Are you still there????\nHuman Agent: Yes, please be patient I can only type so fast to explain. We can have you try a few legacy setups to rule those out, this setup is called EZ link. For that setup: Click the +. click Legacy, Click EZ link devices, then follow the on screen prompts till the end then show the Code. \nCustomer: Can I get this camera replace???\nCustomer: Hello\nCustomer: Are you still there or do I need to reconnect?\nCustomer: This is getting frustrating \nHuman Agent: You are still not seeing my messages, this is so weird \"Yes, please be patient I can only type so fast to explain. We can have you try a few legacy setups to rule those out, this setup is called EZ link. For that setup: Click the +. click Legacy, Click EZ link devices, then follow the on screen prompts till the end then show the Code. \"\nCustomer: I see it now\nHuman Agent: Great, not sure why that's happening, same thing occurred before.\nHuman Agent: as for replacement, that depends on the date it was purchased for the warranty, when was this camera purchased? \nCustomer: Still nothing!!!!\nI haven't been able to use this camera since I purchased and Zmodo was suppose to take it back but I never received any directions on how to return. With support taking several hours it simply takes a LOT of time to work with Zmodo on resolving!!!!\nHuman Agent: as for replacement, that depends on the date it was purchased for the warranty, when was this camera purchased? \nCustomer: What is the replacement time frame?\nHuman Agent: If that legacy setup did not work, try the other setup in that same area called Smart link.\nHuman Agent: That all depends on when the camera was purchased. When was this camera purchased? \n\nCustomer: Did not work!\nCustomer: October \nHuman Agent: Need the year as well, it will show this info on your invoice which will be needed for the replacement process as proof of purchase. Okay, We can try troubleshooting over the phone and I can schedule you for a call.  What is your name, phone number, and best email. \nCustomer: Trudi Henke\n308-379-8937\nthenke_mayhew@yahoo.com\n\nHuman Agent: Ah, I see, this is a 2017 camera, I found info from previous emails you sent to us. This was denied at the time you filled out the RMA forum as it was outside of warranty then as it is also now, camera would not be elidable for replacement. \nHuman Agent: I will still schedule you for a callback so we can troubleshoot with you and the camera to see if we can get it to come online, one moment while I work on that. \nCustomer: I found the invoice and it was purchased 1/17/2024\nHuman Agent: That is False,  I can see that from the emails I mentioned. Please don't lie.\nCustomer: And it cannot be a 2017 camera because I have not owned these cameras until 2020!!\nHuman Agent: As stated, The emails do not lie. Regardless, for calls the earliest I can schedule you is for 9AM central time tomorrow, will that work for you?\nCustomer: My account probably shows I setup an account in 2020 NOT 2017! You feeding me a line and lying!!\nCustomer: I cannot do 9 am my time\nHuman Agent: The next times I have available after that is 10, 11, and 1PM central time, will any of those work for you?\nCustomer: Will have to be 1:00pm\nHuman Agent: We have the emails as stated, the info from this camera  was found to be a camera that was from 2017 and the invoice provided did not match with an invoice with the camera therefor the replacement was declined. I have now scheduled you for the 1PM central time callback for tomorrow, be sure you are with the camera at the time of the call for troubleshooting. Is there any other questions before we go?"]
["Customer: Set up\nCustomer: Lost internet, camara has blinking red night unable to reprogram\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: I have tried several times rebooting the system using your steps. I lost internet and had to change the password. I may need to refigure my camara.   3 other camara’s on the same system came back on line the 1st time I tried.\nHuman Agent: Were you able to get the QR code I requested?\nCustomer: I will attempt another one for you\nHuman Agent: Okay. \nCustomer: I tried again to unplug the device and use the  new QR Code and the camera clicked on thank you for your time\nHuman Agent: Were you able to get the QR code to send here?\nCustomer: D/static_file/ce4dbc6551_1_20241108174923.jpg\nCustomer: Yes I have one more camara flashing green but will not connect to WiFi. Here is the code\nHuman Agent: Thanks, it looks like all of the cameras on your account are online. What is the ID of the last camera?\nHuman Agent: We will be closing in 10 minutes at 6pm CT. I would be happy to continue to assist you until then, but the chat will close at that time. If you would like a callback, you may schedule one via the button below. If you would prefer an email follow up instead, please let me know and provide an email you would like me to reach out on tomorrow. \nHuman Agent: *Monday. Not tomorrow, sorry for the confusion. \nCustomer: ID#ZMD13IKF8000061\nHuman Agent: Thanks. This one uses a different setup than the others. In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\nCustomer: I appreciate your help I have 4 out of 5 working . I can keep playing with the last one till next week. Enjoy your weekend\nHuman Agent: Okay, have a good evening."]
["Customer: Troubleshooting\nCustomer: agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: I have 2 issues to discuss. Let take one at a time. I have a serial number that shows up in my app that belongs to a camera I do not have. The serial number is ZMD14CDF8000452. Is this a camera that belongs to my account?\nHuman Agent: No, it is on a different account. When you say it shows up in your app, do you mean it shows up as a camera on the network when going to setup/\nHuman Agent: *?\nCustomer: Yes that is correct.\nHuman Agent: Okay, It is on a phone number account where the number ends in 321. Is that familiar to you?\nCustomer: The message is This device is already bound to another account. Please delete it from that account, reset it and try again. If you do not have access to that account, please power off the device and contact support. \nHuman Agent: Yes, as it is on another account. It is on a phone number account where the number ends in 321. Is that familiar to you?\nCustomer: The phone number you mentioned is not one of mine but know this is the rest of the story. I purchased this house 2 months ago and the camera were already in place. I took pictures of the of each camera and sent them to your office so they could transfer them to my account. This is one of the numbers that was transferred but was not one of the cameras I had. Either this is one of the camera that failed and the original owner either purchase another one or had a replacement.\nHuman Agent: As the camera is showing up as a connected device, it is a working camera on the same network as you. It does not seem to be one of the ones provided before though, did you possibly miss it before?\nHuman Agent: Or rather it was mentioned, but not provided in full as you said you didn't have it and you believed it failed. \nCustomer: No, I only have 7 cameras and we will need to discuss that as another issue. Do you show that camera active and can you access it?\nHuman Agent: I can view basic information on the device, but cannot see live view or recordings for customer cameras. The camera is online and on the wifi network your phone is on since you see it in the app though. \nCustomer: I was hoping you had access to it so you could screen shot it then I could tell if it was on the home or not.\nHuman Agent: It would have to be at that location since it is on your network. \nCustomer: The other cameras I had to wait 30 days to be able to connect. Will I have to go through this again since the original owner released the others?\nHuman Agent: One moment as I check the wording of the previous request. \nHuman Agent: It looks like based on the previous communications we would be able to unbind it. Want me to add it to your account since it is there at your location so you can find it?\nCustomer: Yes go ahead so I can see which camera that is and where it is located.\nHuman Agent: I've added it with the name Smart Device. Please check your home page. If you do not see it, you can pull down on the home page to refresh. \nCustomer: I will do so when at home. Thanks for that. Now on to the 2nd issue. I have 5 working cameras and 2 not working. One has a blinking light and has no lights at all even at night there is no IR. So I thing the power supply is out. The blinking one does not show up on the app to activate. I followed the instructions given me yesterday and it did not work.\nHuman Agent: Do you mean that one has a blinking light and one has no lights? For the one with the blinking light, if it is the same model as the others on your account, you'd likely need to set it up via the Zink setup, is that what you were using on it yesterday? For the one with no power supply, you could always test with a known good power supply to confirm. \nCustomer: I could not get the ZMD_SAP to show up on the app no matter what I tried. I had the phone next to the camera, I turned off the wifi and mobile part and still no ZMD_SAP.\nCustomer: Yes it was on the Zink setup.\nCustomer: What happened to Dillon?\nHuman Agent: He had to leave his desk \nHuman Agent: for a bit. For the camera not producing the ZMD_SAP. Is the device connected directly to a wall outlet with the provided power cable. \nCustomer: It is connected to a multi-strip just like the others.\nCustomer: and yes with the power cable provide.\nHuman Agent: Can you try it directly to a wall outlet, with a different power cable of a working camera to see if produces that network. \nCustomer: These cameras are installed underneath the eaves of the home and power cables were professionally installed and sealed. In fact it looks like the power cable is a direct connection to the camera. Normally you would see a connector before going into the camera but not here.\nCustomer: Therefore, it would be a great endeavor to do what you are asking.\nCustomer: Are these cameras that finicky? \nHuman Agent: It is about 1 foot from the camera. If it isnt producing the ZMD_SAP there wouldnt be other way to set up the camera. \nCustomer: Do you show ZMD131I5F8000252 as one on my account?\nHuman Agent: I do not see that ID on your account. \nCustomer: Well that is why I do not see on my app to set up\nCustomer: That is one of the photos sent in originally to be transferred to my account.\nHuman Agent: If it isnt set up it could be why it isnt on your app\nCustomer: Can we get that one on my account?\nHuman Agent: I can add it to your account but it will be offline until it is set up\nHuman Agent: and it if it is not producing the ZMD_SAP it cannot be set up\nCustomer: Ok and would this cause it not to have a ZMD_SAP?\nHuman Agent: Generally it is a power issue \nCustomer: Even though it is blinking and at night it has the IR lights\nHuman Agent: Yes, which is why we want to try different power options. If it still does not past that, then it would be a bad camera. \nCustomer: Ok well please add to my account. Now, what is the power input to these cameras? I have read that it is 5 volts DC and others say 12 volts DC. Which is it?\nHuman Agent: 5 volts \nCustomer: Thanks a bunch\nHuman Agent: You're welcome, is there anything else we can help with today? \n\nCustomer: No I will go home to see what happens with the 2 camera IDs that is now in my account.\nHuman Agent: It is named camera 1 on the account. \nCustomer: Thanks again.\nHuman Agent: I hope you have a great day!"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Hi need help\nCustomer: cameras not working\n\nCustomer: Need a tecnitian\nCustomer: Blinking green\nCustomer: Need help setting up\nCustomer: Green\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you currently trying to set up your abajo camera?\nCustomer: No\nCustomer: Other cameras that I erase time ago\nHuman Agent: What is the ID of the camera you are setting up? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \nHuman Agent: Okay. What is the ID of the camera you are setting up? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \n\nCustomer: You want pictures \nHuman Agent: Pictures or text, whichever is easier for you is fine. \nCustomer: D/static_file/8b30b7a658_1_20240919151405.jpg\nHuman Agent: Thank you. It seems this is a first time set up on this camera as it has not reached our servers previously. While plugged in and flashing green, do you have a network called ZMD_SAP available in your wifi networks when you're within 10 feet of the camera?\nCustomer: No\nCustomer: It doesn’t appear \nHuman Agent: Okay, do you have other cameras plugged in there you're also trying to connect or just this one for now?\nCustomer: I am nex to the camera \nHuman Agent: Okay. \nCustomer: Just this one\nHuman Agent: Okay, please try the instructions below and let me know whether the camera goes to blinking blue at all after showing it the QR code. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: It works \nCustomer: Need help with other camera \nHuman Agent: Okay, what help are you needing with another camera? \nCustomer: It’s blinking blue\nHuman Agent: You're setting up another camera? You said the other was the only one. What is the ID of this camera?"]
["Customer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Only our oldest devices would use the Smartlink setup. What is the ID of the camera you are trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the solid blue camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the solid blue camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Human Agent: I got new Wi-Fi. How do I connect to it?\nHuman Agent: Hello, my name is Grant. To set up the cameras on your account to a new Wi-Fi network you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Troubleshooting\nCustomer: I just had my household wifi completely replaced.  PLEASE give me a detailed step by step directions on where to find my WIFI when I am logged in.bI need to replace my user name and password.  Thx\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It seems the chat bot misunderstood the question, one moment as I review your chat. \nHuman Agent: Alright, for the camera on your account named Garage, you would set it back up onto the new wifi using the instructions below. Feel free to let me know if you have trouble at any point in the process. \n\nIn order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\nCustomer: How can I save your response?\nHuman Agent: There is not a direct way to save responses in the chat itself, but you could always take screenshots if you would like."]
["Customer: Changing my WiFi service\nCustomer: 1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily."]
["Customer: Hello, i have a Zmodo outdoor metal 1080p camera. It has lost the connection to my network. There is a green flashing light on the camera. How do I get it reconnected?\nCustomer: I see where I can remove the camera but it asked about my subscription. Once I add the camera back will the subscription still be there?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. You dont have to delete a camera to set it back up again, you can go through the setup without needing to delete the actual device.\nHuman Agent: Let me know if you have trouble with the setup at all and what setup you try, the cameras on this account looks cike they can use the QR setup and the Zink setup."]
["Customer: Set up\nCustomer: Cannot connect to zmd_sap network\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Its possible that the setup the camera uses is not the Zink setup anymore, I can check, for that I will need to look up the device, can you send me all the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid. \nCustomer: Hello\nCustomer: ZMD\nCustomer: I cant tell cause they were removed. I bought a new mesh system and I believe because these cameras are old they do not work with this new wifi mesh system\nCustomer: I have 5 cameras with cloud subscriptions but i am probably going to have to cancel and find a new camera brand that works with this newer updated wifi mesh system\nCustomer: my account is with angiebocas@gmail.com\nCustomer: I disconnected two cameras to try and connect them both to the new mesh system but I had no luck I couldnt even connect to the ZMD_SAP to set it uo"]
["Customer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie, if the camera is solid blue that means its connecting to something, is this a new camera you just set up or is it one that was previously connected that your trying  to add?\nHuman Agent: Hello, you've reached customer care, my name is Kylie, if the camera is solid blue that means its connecting to something, is this a new camera you just set up or is it one that was previously connected that your trying  to add?"]
["Customer: Set up\nCustomer: I have tried the above many times and cannot get the camera to work. It connected once but now it won’t. can you help please?\nCustomer: I am still having issues.\nCustomer: OK, how do I do that? Can I call someone?\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Hang on I’m trying to find it\nCustomer: ZMD18AD1H501210\nHuman Agent: Thank you. It looks like that camera is online, so you can try to add it with a LAN Search in your app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: The light flash is green, but the QR code in front of it, but I do not hear any sound and then it turns to a solid blue\nCustomer: It never gets to the point that it will ask me to name the camera\nHuman Agent: Yes, the camera is already connected to your Wi-Fi network. Did you get my previous message with the LAN Search instructions?\nCustomer: Yes, but it doesn’t seem to work either cause I cannot detect the camera. I have several and the others show up, but not this one.\nHuman Agent: I can sync and restart the camera. Watch the light in the camera and you should see it change to solid green, flashing green, flashing blue, and then solid blue. Once it is soldi blue, try the LAN Search again in your app. You may need to tap on Search Again a few times as it can take a minute or two for the app to find the camera after it reconnects.\nCustomer: It says no existing devices found on the LAN\nCustomer: OK, it’s flashing green and now it’s a solid blue\nCustomer: But the app is still not able to see it\nHuman Agent: Okay, lets try the LAN Search again now that it has been a couple of minutes and just try tapping on Search Again a couple of times.\nCustomer: I’ve done this several times and it still does not find any existing devices\nHuman Agent: Alright, can you unplug the camera and leave it unplugged for me?\nCustomer: Sure, I unplugged it\nHuman Agent: Thank you. I have connected the camera back to the account manually. You can plug the camera back in.\nCustomer:  OK, thank you should I try again?\nHuman Agent: Try what again? The camera is already on your account."]
["Customer: How do I enter my new Wi-Fi password \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: How do I change to Wi-Fi password for an existing camera?\nHuman Agent: You would change it via the instructions in my last message. \nCustomer: It says my old password is wrong. It’s the default password that’s on the old router. I typed it exactly but it says it’s wrong.\nHuman Agent: Please go to your wifi settings, forget your network you're trying to connect the cameras to, then reconnect to it. It will ask you for the password and if it does not, it was not forgotten. Type in the password and let me know if the phone reconnects successfully. \nCustomer: Nothing happened \nHuman Agent: I'm unsure what you mean by nothing happened. Were you able to reconnect to your wifi after forgetting the network?\nCustomer: Yes I forgot the network and reconnected. Was something else supposed to happen?\nHuman Agent: No, I was just trying to test that. So you had to re-enter the password when doing that, correct?\nCustomer: Yes\nHuman Agent: Okay, and where in the app are you getting a message that your password is wrong? Can you send a screenshot?\nCustomer: Ok 1 moment\nHuman Agent: Okay, thank you. \nCustomer: D/static_file/a6a5eddeba_1_20241030161927.png\nHuman Agent: This is your account password. To update your wifi password you will need to follow the instructions I provided. I'll send it again below this. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Does this have to be done for every camera?\nHuman Agent: When you set up one, it will share the wifi information with other nearby cameras. So you may get more than one at a time, but any that are not connected by one connecting you would then go on and do this again with the next one that needs connected still. \nCustomer: Will do Ty \nHuman Agent: No problem."]
["Customer: Troubleshooting\nCustomer: Agent \nCustomer: Okay \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\n\nCustomer: Yes \nHuman Agent: I responded above\nHuman Agent:  How may I assist you today?\nCustomer: I am trying to set up my existing Zmodo cameras to a new wifi\nCustomer: Hello \nHuman Agent: Okay can you send me the cameras Model and ID number so I can lookup the setup, the ID wills tart with ZMD.\nCustomer: ZMD00I311004821\nCustomer: ZMD00I311000952\nCustomer: ZMD00I313002322\nHuman Agent: Okay all of those cameras primary setup is the Zink setup have you tried to go through that setup with the cameras yet at all?\nCustomer: Yes an when I get to the part where I connect to ZMD_SAP it says connected without internet\nCustomer: After that, it goes back to the same screen, tap here to begin set up\nHuman Agent: Yes its supposed to not have itnernet its comunicating with the camera directly as the signal coems form the camera.\nCustomer: Okay, so what would be my next step? Because after it says connected without internet, it goes right back to tap here to begin setup\nHuman Agent: If it still stays on the tap page that means the app cant tell that your connecting to the ZMD_SAP network, can you make sure you are indeed connected to it, if you are then this might be due to the phones location being off as it can cause this. Let me know if it is off then try the setup again.\nCustomer: How do I know if i'm connected to the ZMD_SAP\nHuman Agent: The location settings should be in the phone, if you cant find it try using the search at the top of the phone settings and type in location\nHuman Agent: You would go to your Wi-Fi settings to see if it shows the phone is connected to the ZMD_SAP network. \nCustomer: Okay let me try \nCustomer: Location settings is on an it show Wi-Fi ZMD_SAP\nHuman Agent: Okay\nHuman Agent: If location settings were on then go to the phone settings and lookup Zmodo, once there click on it and check the permissions, if you can send a screenshot of all the permissions so I can review and see which ones being off would cause this.\nCustomer: Okay trying that\nHuman Agent: Okay\nCustomer: For some reason, I can't send a picture through chat\nHuman Agent: Weird, can you try emailing it perhaps?\nCustomer: Yes what is the email \nHuman Agent: Okay our email is support@zmodo.com\nCustomer: Hello thank you for your help. I was able to set the cameras up, so everything is now connected. Thank you"]
["Customer: Troubleshooting\nCustomer: I don’t know what to do now that I have a new router and password. \nCustomer: What is the initial process? \nCustomer: I need to set up my camera after getting a new router. How do I set it up?\nCustomer: -1\nCustomer: I need step by step instructions on setting up my camera \nCustomer: I do not have the steps at all\nCustomer: Step 0\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\n\nCustomer: Thank you"]
["Customer: The light keeps connecting blue but the progress doesn't proceed. Keeps saying connection timed out\n\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Hello\nCustomer: I have a new network. \nCustomer: Yes. Connect \nCustomer: Customer care \nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Ok\nHuman Agent: How may I assist you today?\nCustomer: Can you tell me how to reconnect devices with new network?\nHuman Agent: You would go through the setup with the cameras again to give them the new network info and connect them again. \nCustomer: Hello\nHuman Agent: Yes, I replied above I said \" You would go through the setup with the cameras again to give them the new network info and connect them again. \"\nCustomer: How do I do that?\nHuman Agent: The cameras may use the QR code or Possibly the Zink setup, I will send you the QR code setup directions. First though you would reboot all the cameras, so unplug them and plug them back in again. \nHuman Agent: 1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\nHuman Agent: This is the QR code setup instructions above"]
["Customer: Set up\nCustomer: I want set up my new wifi router\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID listed on the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: No lights on my camera. I’ve checked connections and all are plugged in to working outlets \nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: Still no lights \nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \nCustomer: ZMD15INI4223425\nCustomer: I sent the device ID you asked for\nHuman Agent: ZMD15INI4223425 isn't connected to an account.  Are you wanting the camera connected to email les_garrett@msn.com?\nHuman Agent: You should see a solid blue indicator light inside the lens of this camera.\nCustomer: Yes I do want it connected to that email account. I do not see a solid blue light. That is the problem. \nCustomer: Could it be a problem with the camera?  My other camera works fine. \nCustomer: How long do these cameras usually last?  Is there a battery or anything inside that needs replacing? \nHuman Agent: Please unplug the camera from power, let me know when it is unplugged\nHuman Agent: Its possible the indicator light is not working but you should be able to cup your hands around the lens of the camera to see the indicator light.\n\nPlease unplug for me then I will check on my end if it shows online or offline."]
["Customer: Troubleshooting\nCustomer: Agent\nCustomer: Agemt\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: Agent\nHuman Agent: You have been connected with a Customer Care Agent. How can I assist you?\nCustomer: Cameras online but cannot access through app or nvr\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Ok but is like 12 cameras no stickers on cameras\nCustomer: None of my cameras have that\nHuman Agent: What do you see on the first camera?\nCustomer: Nothing just light\nHuman Agent: What light do you see on the camera?\nCustomer: Blue\nHuman Agent: Is the light flashing blue or solid blue?\nCustomer: They are showing connected on my router but offline in the app and my nvr\nCustomer: Solid\nHuman Agent: There are two cameras on your account, and they are both showing online. Are you able to see those two cameras?\nCustomer: Yes I have 11 total\nHuman Agent: Okay, so it is not showing offline, it is just not connected to your app, correct? Because you can see the live video from the two cameras on your account?\nCustomer: I deleted them to try to get back on but they are connected to my internet still\nCustomer: I could only see those two I have 11 offline out of 13\nHuman Agent: Okay, got it. It is not that they show offline in the app, it is that they are not on the app.\nHuman Agent: You can try a LAN Search in your app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: No they were in the app just off line I deleted trying to resolve\nHuman Agent: Yes, I understand. There is just some mix-up in the words being used. Cameras being offline in the app is different from them not being on the app at all.\nCustomer: They were in the app and offline\nHuman Agent: Okay, that is fine. Lets not worry about the exact words that were used or what they were showing previously. Can you try the LAN Search in your app?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: New network \nCustomer: How to change networks\n\nCustomer: Where is the WiFi settings in the app\nCustomer: How to reset a new network\nHuman Agent: Hello, my name is Grant. To set up the cameras on your account to a new Wi-Fi network you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Cameras won't connect \nCustomer: Tech person please \nCustomer: Agent\nCustomer: Hi not sure I have the right person.  That Mira is hard to get past. \n\nI have changed my modern.  I have one camera that connected but 7 are not\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Of the remaining 7 cameras, all but driveway would use the QR setup and while setting up the others, they may also pull that last camera online too so I'll have you start with that on those. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: I need a technician \nCustomer: I got my nvr to reset but only one camera came back on how do I get the others on\nHuman Agent: The cameras will use the QR Code setup method to connect to your Wi-Fi network.\nHuman Agent: Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Ohhhh I have to take all the cameras down ??? Is there another way\nHuman Agent: It looks like the cameras will also use the Zink setup to connect.\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera."]
["Customer: Chat with live agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Trying to access the wifi network for setup. Cannot see it in my phone.\nCustomer: ZMD_SAP network does not show up on my iPhone \nCustomer: Zmodo Mini WiFi cameras \nCustomer: Are you still there?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera you are trying to setup or one that was used in the past? can you send me the cameras Model and ID number as well I will lookup info on it. the ID will start with ZMD or GSG on the sticker\nCustomer: ZH-IXY1D\nCustomer: That was the model number\nCustomer: The ID is\nCustomer: ZK8-BFS23NM\nHuman Agent: the ID will start with ZMD or GSG on the sticker, for this model of camera the sticker will be on the cameras bracket by a barcode.\nCustomer: Those are the numbers on the camera…here is the number on the box\nCustomer: X004HI9TNV\nHuman Agent: This ID number wouldn't be on the cameras box. \nCustomer: The first two numbers I gave you are on the round sticker on the back of the camera itself\nCustomer: D/static_file/39a80566ad_1_20250307154832.jpg\nHuman Agent: the ID will start with ZMD or GSG on the sticker, for this model of camera the sticker will be on the cameras bracket by a barcode.\nCustomer: The only sticker is what I sent in the photo\nCustomer: I have it\nCustomer: ZMD14GPE2279996\nCustomer: I have a 2nd camera as well..\nCustomer: ZMD14G3E2264804\nCustomer: Here is the message I am getting\nCustomer: D/static_file/3a41460aaa_1_20250307155357.png\nHuman Agent: Looks like the camera ending with 4804 uses the QR code setup, the other camera did not tell me the precise setup its possible it may use the Zink or Legacy setup.  We can first try to set up the 4804 camera while leaving the other camera plugged in. With the QR code setup when one camera connects it will send a signal around to try and bring other cameras nearby online as well. \nHuman Agent: QR Code Set Up directions\n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\n\n\nHuman Agent: Try to go through this setup with the ZMD14G3E2264804 camera, let me know if it comes online or if you have any trouble, Be sure you are connected to your own network while you go through the QR setup as well."]
["Customer: Troubleshooting\nCustomer: New WiFi password \nCustomer: Troubleshooting\nHuman Agent: Hello, my name is Grant. To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Can’t connect cameras. They’ve been disconnected for about a year. Now won’t connect. Stating QR code invalid\nCustomer: 1\nCustomer: Yes\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: How do I set WiFi configuration \n\nHuman Agent: That will depend on the camera. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: How to connect to wifi\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily."]
["Customer: Hello. I got a new internet provider and need to reconnect my device to my new internet\nCustomer: Can you give me those instructions \nCustomer: Hello. I got a new internet provider and need to reconnect my device to my new internet\nCustomer: I need to connect my device to a new internet network \nCustomer: How do I do the setup mode?\nCustomer: I need more information \nCustomer: More info on initial setup process\nCustomer: Can someone call me?\nCustomer: Thank you\nHuman Agent: The camera on your account will use the QR Code setup method to connect to the new network.\nHuman Agent: Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?\nCustomer: I can’t get the camera to read the QR code\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd19i2iha12334\nHuman Agent: That camera is already setup and online on your account.\nCustomer: On my end it’s showing I have no devices \nHuman Agent: You will just want to refresh the app or restart the app.\nCustomer: I got it thank you!\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: I can’t see the zmd sap  network \nCustomer: -1\nCustomer: I can’t see that network \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Its possible that the camera may not sue the Zink setup and uses another setup type, I can look this up but for that I will need to look up the device, can you send me the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid. \n\nCustomer: D/static_file/9f3c0f2120_1_20250217143140.jpg\nHuman Agent: Okay, One moment\nCustomer: D/static_file/dd82b3ef9b_1_20250217143301.jpg\nHuman Agent: This camera uses the setup called QR code, you would go through that setup in order to set it back up again\nHuman Agent: QR Code Set Up steps\n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\n\n\nHuman Agent: Here are the setup steps, let me know if you have any questions or trouble as you go through the setup. \nCustomer: Okay I’ll try that\nHuman Agent: Okay"]
["Customer: hello, I'm trying to setup my cameras on a different wifi and when I go to re-add them I get a message that the serial number is invalid, here are my serial numbers\nGSG56JGC0029003\nZMD24EMH4001740\nZMD24GGH4003149\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If you are scanning the QR code on the cameras themselves that wont work for starting the setup. To start the setup you would scan the code that is in the start up guide booklet, do you still have that? if not just let me know."]
["Human Agent: Troubleshooting\nHuman Agent: Set up\nHuman Agent: Reset up my cameras\nHuman Agent: How to set up to my wifi\nHuman Agent: Hello, my name is Grant. The two cameras on your account will use the QR Code setup to connect to your Wi-Fi network.\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Hello! My cameras do not work. Please help\nCustomer: I need help setting up my cameras\nCustomer: The cameras do not show up at my phone\nCustomer: D/static_file/7a4f91f0b9_1_20250131132839.jpg\nHuman Agent: Hello, you've reached customer care, my name is Kylie. All of the caemras on this account are offline\nHuman Agent: what color are the lights coming from the cameras and are they solid or flashing?\nCustomer: The one I sent you is red\nCustomer: This one is blinking green\nHuman Agent: the red lights are only the IR lights so you can ignore those. \nHuman Agent: Did you recently change your Wi-Fi name, password, or router at all?\nCustomer: Yes\nHuman Agent: Okay, to reconnect the cameras again you would go through the setup. One moment while I get you the setup steps.\nHuman Agent: 1.Check Network Compatibility:\n\nEnsure that the W-iFi network you want to connect the camera/s to, is operating on the 2.4GHz frequency.\n\n\n\n2.Access Zink Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the Zink option.\n\n\n\n3.Initiate Installation:\n\nEnter the number of devices you are trying to set up, tap on the check mark or next.\n\n\n\n4.Connecting to the ZMD_SAP\n\nTap on \"Tap Here to begin set up\" follow the onscreen instructions. The phone may warn you this network has no internet.\n\n\n\n5.Wi-Fi Password Entry:\n\nThe app will prompt you to select or enter your Wi-Fi name (SSID) and enter the Wi-Fi password. Remember the Wi-Fi and password are case sensitive.\n\n\n\n6.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nHuman Agent: Let me know if you have any trouble with the setup."]
["Customer: Set up\nCustomer: Change wifi pasword\n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: The camera is not connecting \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/a0b5a39a80_1_20241024150811.jpg\nHuman Agent: Thank you. Can you unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: Green\nHuman Agent: Is it solid green or flashing green?\nCustomer: Solid\nHuman Agent: Does it stay solid green? Or does it change to a flashing green?\nCustomer: Is flashing right now \nHuman Agent: Okay, good, that means it is ready for setup. So now you will want to do the QR Code setup to connect the camera to your Wi-Fi network and account.\nCustomer: I’m trying to do that but is not working \nCustomer: I see the blue lights \nCustomer: But o get the message that my password is wrong or the time is out \nHuman Agent: Open the app and tap on Devices. Then tap on Add Device. The app should provide instructions and will ask for the password to your Wi-Fi network. When you enter the password there will be a QR Code on your phone screen. Hold the phone screen close to the camera lens and pull it back. \nHuman Agent: Okay, that means that the camera is reading the QR Code. Can you send a screenshot of the QR Code that you are showing to the camera?\nCustomer: Is there other way to set them up \nCustomer: D/static_file/dc4c2147d3_1_20241024151350.png\nHuman Agent: Okay, and the light is flashing green when you do not show the password to the camera? And then the light changes to flashing blue when you show the QR Code to the camera, correct?\nHuman Agent: Can you go to the Wi-Fi settings on your phone and make sure that the network you are connected to is your 2.4 GHz network and not a 5 GHz or Guest network? If it is not, then connect to the 2.4 GHz network. If it is the 2.4 GHz network or once you connect to the 2.4 GHz network, tap on the settings button next to the Wi-Fi network. Then you can tap on Forget this network and that will disconnect from the network and it will be listed in the available networks. You can tap on it and enter the Wi-Fi password to reconnect.\nHuman Agent: Once you have reconnected, you can start the QR Code setup again. Make sure that it shows the correct network name on the app since you forgot and reconnected. Then you can tap on the eye icon when you are entering the same password you used to reconnect to be sure that there are no typos."]
["Customer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera you are trying to setup or one that was used in the past? can you send me the cameras Model and ID number as well I will lookup info on it. the ID will start with ZMD or GSG on the sticker"]
["Customer: Set up\nCustomer: I can’t link my camera \nCustomer: It keeps asking to check my password \nCustomer: To link the camera? \nCustomer: I have an account \nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: Zmd12ch33000281\nHuman Agent: ZMD12CH33000281 uses Smartlink setup.  Is the indicator light on the camera blinking green right now?\nCustomer: Yes\nHuman Agent: Make sure your smartphone is connected to 2.4GHz wifi then on the Zmodo app tap on the +sign in the upper right corner, choose \"Legacy\", \"Smartlink\" setup\nCustomer: Yes tried that still will not link?\nHuman Agent: Where do you get stuck in setup?\nCustomer: When it’s looking to connect \nHuman Agent: When you are going through setup is the indicator light only blinking green? or does it flash between green and blue?\nCustomer: Only flashing green \nHuman Agent: Go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location if that is an option then go through setup again\nCustomer: Both on already \nHuman Agent: You have separate 2.4GHz & 5GHz wifi channels setup on  your router?\nCustomer: No \nHuman Agent: You would need to setup a separate 2.4GHz wifi channel for your router.  Connect to just 2.4GHz wifi for setup\n\nHuman Agent: You can contact your router manufacturer or internet service provider for help setting up a 2.4Hz wifi channel\nCustomer: My other camara\nHuman Agent: Your other camera what?\nCustomer: My other camara is working on 2.4 \nHuman Agent: I don't see any other cameras connected to this account.  What is the ID on the other camera?\nCustomer: Didn’t need to do anything to set that up \nHuman Agent: What is the ID on the other camera?\nCustomer: It’s a different make \nHuman Agent: ok\nCustomer: Different program \nHuman Agent: ok\nCustomer: But still only works on 2.4 \nHuman Agent: ZMD12CH33000281  needs to be setup when your phone is connected to just your 2.4GHz wifi channel\nCustomer: This just will not link \nHuman Agent: also the wifi password cannot have special characters or spaces.\nCustomer: Yep that’s ok \nHuman Agent: First you need to setup the 2.4GHz wifi channel separated from the 5GHz wifi channel. Then go through smartlink setup again"]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera you are trying to setup or one that was used in the past? can you send me the cameras Model and ID number, I will lookup info on it. The ID will start with ZMD or GSG on the sticker"]
["Customer: Set up\nCustomer: I have a fun Lux camera and I'm trying to set it up but it will not connect to my 2.4 internet I get all the way to the part where I scan the QR code and the camera is not recognizing the QR code at all it just flashes green I've tried resetting it and everything\nCustomer: I tried all those and still it is continuing to flash without changing green\nCustomer: Still nothing I've tried all that\nCustomer: I checked the cord and noticed it wasn't charging or coming on so I changed cords and it's now powered on and working as far as the lights are on the camera I reset the camera and it's flashing green and still no connection to my device which is a Samsung Galaxy s24 the newest Android Samsung I made sure my phone was connected to the 2.4 network instead of my 5G and am trying to connect the camera to the 2.4 but it will not work it's just flashing green in my face and yes frustrating I'm sorry\nCustomer: I've done all the above and still nothing\nCustomer: I think I need to reach out to an agent I've tried all of this\nCustomer: Agent\nCustomer: Ok thank you Grant\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Model:ZH-IXY1D\nCustomer: Sorry I may have given you wrong device ID. I see the barcode.... \nCustomer: ZMD32KN44216315\nCustomer: There you go....\nHuman Agent: Is the light still flashing green on the camera?\nCustomer: Yes\nHuman Agent: Could you please check your phone's Wi-Fi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Yes\nCustomer: I can but it does not allow me to connect it says connected no internet\nCustomer: And actually it's no longer pulling up\nHuman Agent: That is fine. The ZMD_SAP network does not have internet.\nCustomer: D/static_file/aabfd575e2_1_20250220091724.jpg\nCustomer: I see it there\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home Wi-Fi network name (SSID) and Wi-Fi password. Afterwards, you will need to connect your phone back to your home Wi-Fi network to access the camera.\nCustomer: Ok\nCustomer: I'm sorry I'm simply done trying to set this camera up I'm frustrated it affected my original internet Wi-Fi and my router and I'm just over it is there anything you can do to replace the camera or credit my account or refund it or whatever\nCustomer: I've wasted hours of the morning on the stupid camera\nHuman Agent: I am not sure how it would affect your router as we are not doing anything to your router. Did you try the Zink setup? What step of it did you get stuck on?\nHuman Agent: As far as a refund, we have a 30 day return for refund policy on cameras purchased from us. However, we have not sold this model of camera for several years, so if you purchased it recently, then you would want to contact the seller to see about their return policy.\nCustomer: Yes I tried zinc it wanted me to manually put in this information and I did that and it still would not work as if I had put the information in wrong and I know I did not I tried four times like I said this is wasted so many hours of my morning and I'm very frustrated so I'll just throw it in the trash and take a loss I guess\nHuman Agent: Okay, I can help you troubleshoot if you want, but you will need to tell me what you are doing and what you see when you are doing the setup. What do you see after you enter your Wi-Fi information? And what is the SSID that you are entering?"]
["Customer: Decice offline after updating wifi password \nHuman Agent: Hello, my name is Grant. To set up the cameras on your account you will use the QR code method. Open the app and tap on Devices and then tap on Add Device. Follow on-screen instructions and the app will ask for your Wi-Fi password. A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Connection timed out\nHuman Agent: We are not too worried about that on the app. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Green\nCustomer: Flashing green \nCustomer: Red circle soIid but flashing green\nHuman Agent: Alright, then lets try showing the QR Code on your phone screen to the Zmodo camera. Hold the phone screen close to the Zmodo camera lens and pull it back. Watch the light closely and let me know if it changes at any point from the flashing green light while you are showing the QR Code to the camera.\nHuman Agent: Do the infrared lights turn off when you show the QR Code to the camera or if you shine a light at the camera?\nCustomer: I have to get a ladder to access the qr code. Will have to try another time \nCustomer: Thank you \nHuman Agent: The QR Code should be on your phone screen.\nHuman Agent: You can contact us again if you need any further assistance."]
["Customer: How do I connect my phone to a camera?\nCustomer: -1\nCustomer: Set up\nCustomer: I don't have anything that says QR Code Setup.\nCustomer: -1\nCustomer: agent\nCustomer: live agent please\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD16EQ17528760\nHuman Agent: Thank you. Can you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: It's blinking green.\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I already have the cameras listed from when I used them before. Should I delete them first?\nHuman Agent: You do not need to delete the cameras from your account.\nCustomer: When I click on the camera it doesn't let me reinstall it.\nHuman Agent: You do not click on the camera. Did you get my previous message with the QR Code setup instructions?\nCustomer: No, I'm talking about the listing of camera on the app. How can I reconnect the camera that is already listed?\nCustomer: I'm going to delete the cameras and just start over.\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nHuman Agent: You do the QR Code setup. I just sent the instructions again. You do not need to delete the cameras. Deleting the cameras will not make any difference. The setup is the same.\nCustomer: I just tried to delete them and realized that each camera is subscribed so you can't delete them. \nCustomer: I will click on the plus sign but I still don't understand how it will connect with an existing listing of a camera and not create a new one.\nHuman Agent: Each camera has a unique Device ID. When the camera is already connected to the account, the QR Code setup will just connect it to the new Wi-Fi network and it will then be online.\nCustomer: It doesn't scan the QR code.\nCustomer: I will check if the password has changed."]
["Customer: How do I reset the wifi to a new router\nCustomer: So I need to delete the ones that’s already set up\nCustomer: Set up\nHuman Agent: Hello, my name is Grant. You do not need to delete the devices from your account to connect them to a new Wi-Fi network.\nHuman Agent: To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Set up\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the device you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: I need the support contact\nCustomer: Hello, I have 4 Wi-Fi Zmodos cameras and I am having problems resetting them, my router burned and I had to change it\nHuman Agent: To set up the four cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: The cameras are configured with the old network, I fail to configure them as new. \nHuman Agent: To connect them to a new Wi-Fi network, you will do the initial setup method with the new Wi-Fi information."]
["Customer: Set up\nCustomer: I need to talk to an associate\nCustomer: I have problems configuring my camera since it stays in fixed blue\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?\nCustomer: My cameras tried to configure them but they don't go from fixed blue\nCustomer: None of that works, I need more help\nCustomer: Ok\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Ok\nCustomer: Hello, I already validated that the configuration of the Wi-Fi network is as requested by the cameras: four OK, I also validate the power source, restarted the camera, restarted the Internet, updated the application, uninstalled to install and even so when I turn on the camera, they switch from blue and green and green twinkling, they go through fixed blue and it doesn't give me more, it gives me a configuration mechanism already done everything, I don't know what to do, I need you to help me, please, thank you very much\nCustomer: D/static_file/83bf1bf7b2_1_20241202131430.jpg\nCustomer: D/static_file/f8769f363d_1_20241202131453.jpg\nCustomer: There are only two cameras\nHuman Agent: Alright, you will want to do a LAN Search in your app. \nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Smartz Eaze app and tap on Devices and then Add Device. Tap on the four squares in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: Hello\nCustomer: I need you to help me with the issue of the cameras, it's in great need"]
["Customer: agent\nCustomer: human\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: Hi Dillon.  I'm trying to set up my Pivot to wifi but getting error \"AP_ZMD was not connected, please try again\" when connecting to ZMD_SAP\nCustomer: the green light is flashing on the Pivot\nHuman Agent: Okay, is it then hanging on the page that has the tap here to begin setup button? \nCustomer: yes\nHuman Agent: Okay, please make sure your phone's location setting is on and that the location permission for the app are allowed, then try again. When trying again, please make sure that your phone stays connected to ZMD_SAP. It would also be best to temporarily turn data off on your phone during setup. \nCustomer: That worked, thank you!\nHuman Agent: Wonderful, is there anything else I can help you with for now?\nCustomer: i don't think so thanks again\nHuman Agent: No problem, have a good day!"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Mycameras will not connect to wifi\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD13JSF7000464\nHuman Agent: That camera will use the QR Code setup to connect. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: solid green\nCustomer: blinking blue now\nHuman Agent: Alright, watch the light and let me know if it changes from the flashing blue. The light will change to either a solid blue or it will start changing between a flashing green and a flashing blue.\nCustomer: flashing green,now flashing blue\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: did not get a response from the QR code\nHuman Agent: What light do you see on the camera?\nCustomer: seeing ZMD_APon phone\nCustomer: blinking blue\nHuman Agent: You do not need to worry about that.\nHuman Agent: Okay, when the light is next flashing green, hold the phone screen close to the camera lens and pull it back. Can you also send a screenshot of the QR Code that you are showing to the camera?\nCustomer: ZMD_AP disappeared, nevr got this far before\nHuman Agent: You do not need to worry about the ZMD_AP network. \nCustomer: went form flashing green to flashing blue\nHuman Agent: Can you also send a screenshot of the QR Code that you are showing to the camera?\nCustomer: need  help\nHuman Agent: Are you receiving my messages?\nCustomer: yes\nHuman Agent: Okay, can you send a screenshot of the QR Code that you are showing to the camera?\nCustomer: thats what I need help with\nHuman Agent: Okay, can you give me more details about what part of that you need help with? Have you taken a screenshot of the QR Code?\nCustomer: no, done\nHuman Agent: I'm sorry, I do not understand exactly what you need help with. Can you explain in more detail so that I can give you specific instructions?\nCustomer: now that I have a screen shot what next\nHuman Agent: You can attach it to the chat and send it to me here. Or you can email it to support@zmodo.com\nCustomer: sent\nHuman Agent: Okay, can you go to youw Wi-Fi settings and make sure that the network you are connected to is your 2.4 GHz network and not your 5 GHz network. Then can you tap on the network or the settings button next to it? That should take you to the networks settings and you can tap on Forget. That will disconnect you from the network and it will show up in the list of available networks. You can tap on it and enter the Wi-Fi password to reconnect.\nHuman Agent: The other thing that can cause issues are the Display settings. You can go to your Display settings and make sure that it is on Light Mode. Then make sure that Eye Comfort Shield or any other blue light filter settings you have are turned off. Make sure that font size is default or smaller and that Bold Font or Bold Text is turned off.\nCustomer: fyi I am chatting on  my PC and using phone for all  other \nHuman Agent: Okay, that is fine.\nCustomer: just paused the 5 ghz network\nHuman Agent: You do not need to pause the 5 GHz network. Just make sure the network your phone is connected to has the 2.4 GHz band.\nCustomer: return to zmodo app for settings?\nHuman Agent: No, the settings are in your phone settings.\nHuman Agent: Did you forget your Wi-Fi network?\nCustomer: your last instruction lost me\nHuman Agent: Okay, lets take it one at a time. Did you go to your Wi-Fi settings on your phone?\nCustomer: there now\nHuman Agent: Is the network that you are currently connected to your 2.4 GHz network?\nCustomer: yes\nHuman Agent: Okay, then tap on the network name or the settings button next to it and then tap on Forget.\nCustomer: I paused the 5ghz\nHuman Agent: That is fine, but you do not need to do that.\nCustomer: done\nHuman Agent: Alright, do you see your Wi-Fi network listed in your available networks?\nCustomer: yes\nHuman Agent: Alright, then tap on it and it should ask you for the Wi-Fi password.\nCustomer: enter oPW?\nHuman Agent: Yes, you would need to enter your Wi-Fi password to reconnect to the Wi-Fi network.\nCustomer: getting unable to join?\nHuman Agent: Okay, then it may be an issue with the password. You will want to double check the password."]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?\nCustomer: Why does my cameras don't connect that all I have two and I have tried everything and I have got help on here on the app and I tried everything that they mentioned and it's still not working and it's getting very frustrating when it's supposed to be a simple installation\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: For some reason I'm trying to upload the picture because I have tried to write it down and apparently I guess it's something wrong with it \nHuman Agent: You can attach a screenshot to the chat. You can also email it to support@zmodo.com\nCustomer: Is there a reset button in this camera \n\nCustomer: I just sent it\nHuman Agent: Thank you. Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Is blinking green\nHuman Agent: Okay, lets try the QR Code setup. This time when you do it, hold the phone screen close to the Zmodo camera lens and slowly pull it back. Watch the light in the camera carefully while you do this and let me know if it changes from the flashing green at any point.\nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the camera?\nCustomer: No it's still flashing green and has red around now\nCustomer: And then now it's saying check Wi-Fi password and I have is the same and I have changed my password still is not working and saying check Wi-Fi password I have checked for uppercase lowercase for being insensitive and it's still not working\nHuman Agent: The red lights around the camera lens would be the infrared lights.\nCustomer: What does it mean when it's doing that\nHuman Agent: The infrared lights are for night vision, so they turn on when the camera is not sensing enough light. Do the lights turn off when you show the QR Code to the camera?\nCustomer: Yes\nHuman Agent: And when you said you changed the password, did you change your Zmodo password or did you change the password to connect to your Wi-Fi network?\nCustomer: I changed my Wi-Fi password so the Wi-Fi could connect and it's still not working\nHuman Agent: Okay, and when the red lights go off, does the light in the camera change at any point? Does it stop flashing green or does it change to a flashing blue? Or even for a few seconds?\nCustomer: No I just not change and still continues on flashing Green nothing Blue\nHuman Agent: There are a few things that we can check here that could be causing an issue. First, can you go to your Wi-Fi settings and then tap on the settings button next to your Wi-Fi network? Then tap on Forget this network at the top. This will disconnect you from the network and it will show up in the list of available networks. You can tap on it in the list and reconnect to the network.\nHuman Agent: Then we will want to check the display settings on your phone. First, make sure Dark Mode is off. Make sure Bold Text is turned off. Turn the brightness all of the way up. Make sure Night Shift and any other blue light filters you may have set are turned off. Make sure Display Zoom is set to default. Make sure Large Text is off and that the text size is set to default or smaller.\nHuman Agent: Then you can go back to the app and try the QR Code setup one more time. When you get to the screen that asks for the Wi-Fi password, make sure it shows the correct network name since you forgot and reconnected. Then tap on the eye icon next to the password so that you can see the password and make sure it matches the password that you entered to reconnect to the network after you forgot the network."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Talk to agent\nHuman Agent: How can I assist you?\nCustomer: My password to my internet changed. I’m having trouble changing my cameras to the new password. \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD15J5I4245103\nCustomer: I have 2 cameras that I’m working with \nHuman Agent: Lets start with the one you gave me the ID for.\nCustomer: Okay \nHuman Agent: Can you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Okay\nCustomer: It’s blinking green then it goes to blinking blue \nHuman Agent: Alright, it should change from the blinking blue. It will either change to a solid blue or back to the blinking green. If it changes to green, then it will change back and forth. Can you let me know what it changes to?\nCustomer: It went back to blinking green\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: It’s not working \nCustomer: It took a bit\nHuman Agent: It looks like the camera did read the code and it is showing on your account now.\nCustomer: Okay do I do the same with the other device? \nHuman Agent: The other camera on your will use the same setup method.\nCustomer: Okay"]
["Customer: Hi Mira… this z Eric agen.. we chat yesterday n Wendy followed up wit my problem.. is she der?? \nCustomer: Yes.. am still having problem activating my old camera that i deleted!! 🤔 am using d Q r code wit no luck..\nCustomer: Mmm. Is wendy around?? \nHuman Agent: Hi my name is Wendy\nHuman Agent: What is the device ID on the camera you are wanting to setup?\nCustomer: Hi Wendy tnx 4 piking up.. am d 1 yur asking wats on d back of d camera n now i have it with me… wat wer u asking me to find bcuse am having problem using d Qr code.. 😩\nHuman Agent: The ID will be listed on a sticker on the camera and will start with ZMD or GSG\nCustomer: K its ZP-IBH23-W\nHuman Agent: You should see the device ID listed near the model.  The device ID will start with ZMD\nHuman Agent: D/static_file/3f8f82c9c0_1_20240926164627.png\nHuman Agent: It will look similar to this picture\nCustomer: ZMD17CQ17800108\nHuman Agent: ZMD17CQI7800108 can use Zink or QR code setup.  Is the indicator light blinking green?\nCustomer: No blinking but its on …\nHuman Agent: what color is the solid light?\nHuman Agent: solid green or solid blue?\nCustomer: Neither green or solid blue z blinging..\nHuman Agent: What color is the indicator light? and is the light blinking or solid?\nCustomer: No blinking… its blank but s spoting of green but after dat its complety blank..\nHuman Agent: spotting of green? Like it will blink green then turn off?\nHuman Agent: Could you please plug the camera in with a different working 5v 1a micro usb power adapter?\n\nDon't use a power strip, extension cord, or surge protector.  You should plug the camera in directly to a wall outlet with a working power adapter.\nCustomer: Yes.. fyi… wen i try 2 go thru d link i can’t find d ZMD… on d list of my internet listing… \nHuman Agent: first the indicator light needs to be consistently blinking green.  setup will not work if the indicator light turns off.\nCustomer: K also am having a very diffult time using d Qr code using my fon.. do u have any advise or style or angle for my fon 2 conect 2 d QR code???\nHuman Agent: Is the indicator light blinking green now?\nCustomer: Nope no blinking of any green blinking… 🥲\nHuman Agent: Could you please plug the camera in with a different working 5v 1a micro usb power adapter?\n\nDon't use a power strip, extension cord, or surge protector.  You should plug the camera in directly to a wall outlet with a working power adapter.\nCustomer: Hi Dillon… so yur try 2 help me now?? \nHuman Agent: Yes, it was the end of Wendy's shift. Did you see her last message?\nCustomer: Yes\nHuman Agent: Okay, have you done what was instructed there? If so, is the camera now blinking?\nCustomer: Yes dillon…still here.. so do u have any advise 2 me 2 bring bak my camera dat i deleted?? 😳🥲\nHuman Agent: I had checked whether you have done what Wendy suggested and if so, whether the camera is now blinking, but had not yet heard back. \nCustomer: No blinking unfortunately…\nHuman Agent: Okay. When you said a spotting of green earlier, you just meant it went green for a moment when plugged in, then no light at all?"]
["Customer: Agent\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: Oh sorry than you\nCustomer: I have two cameras that are attached to another account I don't have accessible to that email anymore. \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD12KH6828093\nCustomer: ZMD32KJ44211793\nHuman Agent: Can you try sending the first Device ID again? It is missing a letter or a number.\nHuman Agent: You can also send a picture if that is easier.\nCustomer: D/static_file/4faf9b29fc_1_20250131100449.jpg\nCustomer: I might have sent the same twice\nCustomer: D/static_file/487e24e7fd_1_20250131100546.jpg\nHuman Agent: No, you sent two different IDs. Just missed one of the numbers in the first one. That picture has it.\nCustomer: Wonderful! \nHuman Agent: The first camera, ZMD12KH68298093, is not bound to any account and you can set it up.\nCustomer: That's odd cause when I try to search for it nothing shows up on my end.\nHuman Agent: As for the second one, you do not have access to the email address that you setup that camera on?\nHuman Agent: Do you have the invoice or order information from the purchase of the camera?\nHuman Agent: You may need to set it up to connect to your Wi-Fi network and account. The camera is currently showing offline. Lets work on the second camera, and then I can help you setup the first if you would like.\nCustomer: The 2nd one was a prize I won from Marlboro.\nCustomer: It also is wired blue whenever I try to set it up it's still attached to that old account and I don't know how to access it.\nCustomer: They both are not plugged on right now. \nHuman Agent: For the ZMD32KJ44211793 device, as this camera is already bound to another account I can contact the previous account and request that they delete the camera from their account, however I must allow 30 days for a reply. When I receive a reply or at the end of 30 days if we hear no response, I will unbind the device and contact you. What is the best email to reach you?\nCustomer: My email you can send to Stacyacruz@gmail.com \nHuman Agent: Alright, I will get the Unbind Request email sent for that camera. Can you unplug that camera for now and just have the ZMD12KH68298093 camera plugged in?\nCustomer: Yes thank you \nHuman Agent: Alright, and for the first camera then, could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Solid Green then solid blue\nCustomer: Now blinking green\nCustomer: Now it's solid blue\nCustomer: I got it now \nHuman Agent: Good, I was just getting the instructions for the LAN Search to send to you, but you already got it.\nCustomer: Yes wonderful! Thank you so much for all the help!\nHuman Agent: You're welcome.\nCustomer: So now I just wait till the other one gets removed and that's pretty much all the help I needed. Thanks again for your time!\nHuman Agent: Yes, we will notify you if we get a response or after 30 days with no response. You're welcome.\nCustomer: Ohhh I got the email I didn't know I used that email. \nCustomer: So I can unbind myself or just reply back? \nHuman Agent: Then you can log in to the app with that email address and remove the camera from the account.\nCustomer: Wonderfully wow thanks so much! \nCustomer: Yayyyy welll thank you again soooooo much I appreciate you!\nHuman Agent: You can reply to the email, as well. Either way will work.\nHuman Agent: You're welcome.\nHuman Agent: I have removed the camera from the account it was setup on. You can now connect it to a different account."]
["Customer: My old email was garymnabb48@icloud.com i had to setup a new account \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. There is no account under that email you provided. Are you trying to access devices from an old account?\nCustomer: I need the sign in to be garymcnabb48@icloud.com\nCustomer: I just don't have access to the email addressesanymore \nHuman Agent: Okay, so you're trying to log into garymcnabb48@icloud.com, but you do not know the password and do not have access to that email anymore?\nCustomer: Correct \nCustomer: My phone went from a iPhone to a Samsung and my email changed\nHuman Agent: Okay, do you have access to your invoice or receipt from purchase?\nCustomer: My family got me a new phone and I'm struggling\nHuman Agent: Okay. \nCustomer: No \nCustomer: I have what I thought was my password \nCustomer: Rosebud2018\nHuman Agent: Okay, if you do not have access to the account, the email, or the invoice, our only other option would be what is called an unbind request. I will reach out to the account email to request permission to unbind the devices. If they reply and approve or do not reply in 30 days, the devices will be unbound. If they reply and deny the request, I would not be able to proceed. In either case I will follow up with you to let you know the result once the process has finished. Is papawg1948@gmail.com good to reach you on for that? \n\nI would recommend not sharing your passwords with others in the future.\nCustomer: Yes that is good contact \nHuman Agent: Okay, I will go ahead and do that then and follow up with you once the process has finished. Is there anything else I can assist you with for now?\nCustomer: No thank you \nHuman Agent: Okay, have a good evening!"]
["Customer: Can you please send me a QR or barcode I’m resetting my camera\nCustomer: Troubleshooting\nCustomer: I need a new barcode or QR code. I am resetting the camera because the Wi-Fi password is different.\nCustomer: There is not working\nCustomer: Please send a new QR code\nHuman Agent: Hi my name is Wendy.\n\nYou can use the attached QR code to setup cameras named white cam 1 & 2.\nCustomer: I did everything you just said it took me to self installation I require a new code. Can you please send me one\nHuman Agent: D/static_file/e63619d494_1_20241002163119.png\nHuman Agent: You can use the attached QR code to setup cameras named white cam 1 & 2.\nHuman Agent: For the Goaofoeoi GS-H2931 cameras connected to this account you would want to contact Goaofoeoi  support by email:  piggyxlin@163.com"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: I need to change networks. The other one is too weak and it won’t work my cameras.\nCustomer: Troubleshooting\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Because when I go to set the cameras up now, it says the Wi-Fi password is not right so I called AT&T and they said it was because the wasn’t enough data for the cameras so I need to change networks to the smart network and I’ve got the password\nHuman Agent: Alright, I can give you the setup instructions and help you troubleshoot the setup. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd19g1lhco5410\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Greenlight blinking green light\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nHuman Agent: When you get the QR Code on your phone screen, try holding the phone screen close to the Zmodo camera lens and slowly pull it back. Watch the light in the camera closely while you are showing the QR Code to the camera and let me know if it changes at any point from the flashing green light."]
["Customer: I am trying to reset the internet. Don’t know where to do it.\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: Trying to get my additional camera back online. It's not reading the QR code. \nCustomer: I've tried. The camera should link since it was already set up before. \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like it was already online, but you had deleted it from the account. For future cases, I would recommend not deleting cameras prior to setting them back up. I've added the device to your account. You can go to the Devices part of the app, tap the camera, then tap where it shows it's name/ID. From there you can adjust the name and time zone as it will have defaulted to central time zone. So if that is not correct for you, you can change it there. \nCustomer: It was blue with the indicator\nHuman Agent: It looks like it was already online, but you had deleted it from the account. For future cases, I would recommend not deleting cameras prior to setting them back up. I've added the device to your account. You can go to the Devices part of the app, tap the camera, then tap where it shows it's name/ID. From there you can adjust the name and time zone as it will have defaulted to central time zone. So if that is not correct for you, you can change it there. \nCustomer: I just had it unplugged. I don't recall deleting it from the account. \nCustomer: It was working at one point and then when I plugged it back in, I was only suspecting an update at most\nHuman Agent: It had been deleted from the account at some point so it was not listed in your devices. I was able to find it among previously bound devices though to add back to your account. \nCustomer: Thank you, I will check now\nHuman Agent: No problem."]
["Customer: Troubleshooting\nCustomer: This app sucks\nCustomer: The cameras not scanning the qr code\n\nCustomer: Tbe issue persists\nCustomer: How\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\n\nCustomer: Zmd 19g1hc03263\nHuman Agent: Is this a new camera? or has it been setup before?\nCustomer: Befre with the same\naccount. New phone\nHuman Agent: Must be a typo in the ID.  can you type it out again? or attach a clear picture of the ID?\nCustomer: Tje camera ineapp not rezponding\nHuman Agent: can you type it out again? or attach a clear picture of the ID?\nCustomer: Cant attachthe picture\nHuman Agent: okay please type out the ID again.  there is a typo zmd19g1hc03263 pulls up no info.\nHuman Agent: or you could email me the clear picture: support@zmodo.com\nCustomer: Zmd19G1lHC03263\nHuman Agent: If the ID is ZMD19G1IHC03263, the camera is online.  its connected to va----@gmail.com\nHuman Agent: do you have more than one zmodo app accounts?\nCustomer: How can I remove it from my cousin email\nHuman Agent: You could contact your cousin and ask them to delete the camera from their account. then you would be able to set it up to your own account\nCustomer: My cousin setup for me.\nVanrudder@gmail.com\nHuman Agent: contact your cousin and ask them to delete the camera from their account. then you would be able to set it up to your own account\nCustomer: How can he delete it\nHuman Agent: Here's how you can delete the device:\n\n1. Open the phone app and tap on the \"Live\" button to access the live feed from your device.\n2. In the upper right corner of the screen, you'll see a gear-shaped icon. Please tap on that icon.\n3. Now, you'll see three dots in the upper right corner. Tap on those three dots.\n4. From the options that appear, select \"Delete Device.\"\n\n\nCustomer: Thanks\nHuman Agent: You're welcome\nCustomer: Yes. It not scan\n\n\nCustomer: I disconectted from my couson account\nHuman Agent: ZMD19G1IHC03263 is unbound.  Does it show a solid blue indicator light for you?\nCustomer: Yes\nHuman Agent: are you wanting the camera connected to email ruthorp035@gmail.com now?\nCustomer: Yes\nHuman Agent: one moment\nHuman Agent: If you refresh the app or log out and back in again you will see the camera on your account now\nCustomer: Yes\nHuman Agent: Do you see the camera on your account now?\nCustomer: Thanks I have 3 more to add. \nHuman Agent: What are the device IDs on the other 3?\nCustomer: Zmd19G1IHC03115\nHuman Agent: ZMD19G1IHC03115 has been bound to your account.\nCustomer: Zmd19G1\nIHC03265\nHuman Agent: ZMD19G1IHC03265 what color is the indicator light on this one? and is the light blinking or solid?\nCustomer: It was unplug\nHuman Agent: Okay I see it now.   ZMD19G1IHC03265 is now on your account.\nCustomer: ZMD19G1IHC03234\nHuman Agent: ZMD19G1IHC03234 is now connected to your account.\nCustomer: Thanks gor your help\nHuman Agent: You're welcome!"]
["Customer: Can you help me activate two older units\nCustomer: -1\nCustomer: What is the Customer support number\nCustomer: Agent\nCustomer: Agent\nCustomer: Agent\nCustomer: -1\nCustomer: Set up\nCustomer: What is the number for customer support?\nCustomer: I just need you to walk me through installing these devices on a new network.\nHuman Agent: \nHello, you've reached customer care, my name is Kylie. I will need to look up the device to know what setup it uses first to assist you, can you send me all the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid. \nCustomer: I don’t see any ID number on the cameras\nCustomer: These are the same cameras that have been on my account for a while so that should be in your records\nHuman Agent: The ID numebr will be on the cameras sticker, can you take a photo of the sticekr and send it into the chat?\nCustomer: D/static_file/8b58f638fe_1_20250207102959.jpg\nCustomer: there is no sticker\nHuman Agent: The cameras sticker is what I need a photo of\nHuman Agent: its on the bottom or the back typically\nCustomer: D/static_file/d4629ba6fd_1_20250207103032.jpg\nHuman Agent: This is most unusual, all of our cameras have Stickers. Where did you purchase this camera?\nCustomer: I was purchased five years ago. It never had a sticker on it. When I called support last time about six months ago to install in a different network they did not need the number.\nCustomer: It was purchased off of the Zmodo website\nCustomer: Hello…\nHuman Agent: Hello, apologies for the delay, it is a bit busy right now. Is this camera currently tied to this account? if it is just tell me what you have named it and I can look up the info from that.\nCustomer: Hello…\nAnyone there?\nHuman Agent: I replied above\nHuman Agent: I said \"Hello, apologies for the delay, it is a bit busy right now. Is this camera currently tied to this account? if it is just tell me what you have named it and I can look up the info from that.\" \nCustomer: That message did not come through\nCustomer: The devices were deleted from the account so I can reinstall them on the new network. That was the procedure I followed last time I installed them.\nCustomer: I have the blinking blue light. \nHuman Agent: Okay, Lets have you try the QR code setup. Can you go through that setup then at the end take a screenshot of the QR code, send it to me to review.\nCustomer: I’ll try\nCustomer: I go to a device, legacy, smartLink\nHuman Agent: You wouldnt do legacy.\nHuman Agent: The QR code setup is not a legacy setup\nHuman Agent: On Zmodo, from the home screen you would click the Plus in the top right, then select the QR setup, its normally at the top and is the first setup option on the list. It will not be in the Legacy area in the setup zone\nCustomer: D/static_file/0b43a50c5a_1_20250207104902.png\nCustomer: D/static_file/f1d635f5c7_1_20250207105111.png\nHuman Agent: Got the photo now, let me review it now\nHuman Agent: Okay, the code itself looks okay, only thing I would like to ask is is the network ORBI95 the only Wi-Fi network you have that comes from the router or does the router push out multiple networks?\nCustomer: Single network\nHuman Agent: Okay, hold the QR code from the setup infront of the camera 8 inches away and watch the lights, hold it for atleast a minute and ignore any tiemout lessages then tell me how the lights react.\nHuman Agent: I want to know if the light changes color, turns solid, or changes at any point\nCustomer: Any ideas?\nHuman Agent: I sent messages above, let me resend them again incase they did not arrive. \nHuman Agent: \"Okay, hold the QR code from the setup infront of the camera 8 inches away and watch the lights, hold it for atleast a minute and ignore any timeout messages then tell me how the lights react.\"\nHuman Agent: \"I want to know if the light changes color, turns solid, or changes at any point\"\nHuman Agent: here they are again\nCustomer: They did not come through the first time\nCustomer: I will try to reinstall again. I followed that process already but nothing happened. I will try the second camera.\nCustomer: I waited for about two minutes after the timeout message and the lights continued blinking blue the whole time.\nHuman Agent: Okay, that means its not reacting to the setup. I would like you to do a test for me, Can you get close to the camera, then go into your phones Wi-Fi list and tell me if the ZMD_SAP network is on the available Wi-Fi list at all. \nCustomer: Ok\nCustomer: It does not show up\nCustomer: I have to go. I did not think this talk would last 50 minutes. I’ll have to try again another day.\nHuman Agent: Okay, no problem. Have a good day"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: How can i connect the cameras to my internet\nCustomer: -1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Go to the Devices section of the app and choose Add Device at the bottom of your device list. \n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: How do I get me cameras to find new WiFi name\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: U there\nCustomer: Help\nHuman Agent: Yes, but I had not heard back after my last message. Did you see it? I said: \n\nHi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: I did. My cameras were already set up.  I just changed my WiFi name. What do I do for my cameras to find it\nHuman Agent: If you changed your wifi name, you would need to go through the setup in my previous message to give them the new wifi information. \nCustomer: These are older cameras. I don’t the the QR code worked\nHuman Agent: The cameras on your account would have to be set up using the QR setup. They previously used Zink on older firmware, but on their current firmware they have to use the QR setup. \nCustomer: Ok let me try again\nHuman Agent: Okay, let me know if you have any trouble. \nCustomer: D/static_file/1cd38817c1_1_20241111162318.png\nCustomer: Here is my qr code\nCustomer: It wouldn’t scan it\nHuman Agent: Okay, by wouldn't scan it you mean it never went to a blinking blue when you showed it the QR code?\nCustomer: Correct\nHuman Agent: Okay, you'll want to make sure it's bright enough that the red night vision lights are not on on the cameras, should restart them by unplugging and plugging them back in, make sure you have no cracks on your phone screen over the code, and make sure your brightness is up on your phone screen. \nCustomer: Should I delete the camera from my app and start over?\nHuman Agent: No, you do not need to delete the cameras. \nCustomer: The camera is just solid red\nHuman Agent: Are they in a brightly lit area currently?\nCustomer: Yes\nHuman Agent: Did you previously have the cameras set to have night vision always on?\nCustomer: Yes\nCustomer: All I did was change WiFi  ame and now it says poor connection \nHuman Agent: Okay, if you set the night vision to always on rather than auto, that would prevent the cameras from reading the code on the phone screen as the red IR light would bounce off of the phone screen. In that situation your main option if they are all set that way would be to print the code and scan the print out as the IR light would not have issues of reflecting back from that. \nCustomer: All 3 camera?\nCustomer: None will work\nHuman Agent: Yes, if you have it set that way on all 3 to where the red night vision lights are always on. Though the same code would work for all 3. \nCustomer: Is there another option?\nHuman Agent: Not unless you have another camera that is not set to have the night vision on always. \nCustomer: Can I change them now?\nHuman Agent: No, unfortunately you would need them reconnected before you can change camera settings. \nCustomer: I just changed the setting\nCustomer: I am connected to all 3 cameras\nHuman Agent: It's not possible to change the settings while the cameras are offline. The cameras are offline so I'm unsure what you mean by you are connected to all 3 cameras. \nCustomer: It says poor conection\nHuman Agent: Yes, they're not online. \nCustomer: So I didn’t lose connection. It’s just poor correct\nHuman Agent: Your cameras are offline. They will be offline until they are set back up. You said you have them all set to have the night vision lights always on and while that is the case, they will not be able to scan the code on your phone screen leaving the main options to be either a printed code or another camera that does not have the night vision set to always on. \nCustomer: So what happens if they don’t scan the prints. What do I do?\nHuman Agent: They should be able to scan that, they just can't scan a phone screen while the night vision is on due to how the red IR lights reflect off of the glass of the phone screen. \nCustomer: Ok 1 last question.  Why can’t I delete them and start over\nHuman Agent: Cameras don't need to be deleted to be set back up and deleting them would not change how they were previously set. Overall it would provide no benefit for setting them back up and if you require future assistance it would make it more difficult to find what cameras you're referring to as we would then need you to provide the camera IDs. \nCustomer: Ok. I have to find someone with a printer. Ty for your help\nHuman Agent: No problem. Have a good evening."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Where do I enter WiFi password\nCustomer: Flashing green light\nCustomer: Set up\nCustomer: Flashing blue light \nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. \n\nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Is 5g supported\nCustomer: My WiFi is 5 \nHuman Agent: No, you will need to use a 2.4Ghz network. All modern routers should support 2.4Ghz and generally would have it enabled by default. The additional speed of a 5Ghz network is not needed and they have less range and penetrative ability making them less suited for devices that may be further from a router such as cameras. \nHuman Agent: If you instead mean that you have 5G satellite internet, the 5G referred to there is not referring to the band your wifi network itself is utilizing."]
["Customer: Set up\nCustomer: 4.Connecting to the ZMD_SAP\n\nTap on \"Tap Here to begin set up\" follow the onscreen instructions. The phone may warn you this network has no internet. \nCustomer: agent\nCustomer: thank you Grant\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: my cameras are a few years old, had to reset my router, when I went back to add my cameras back onto my network, it will not recognize them anymore\nCustomer: let me get it \nCustomer: basically set 4 above is where I am stuck, it does not show the below \nCustomer:  In the list of available WiFi networks, find and connect to ZMD_SAP\nCustomer: like it did years ago when I set up the camera\nHuman Agent: Okay, could I have the Device ID for the camera? That way I can look up the camera?\nCustomer: let me get the model \nHuman Agent: Not the model, but the Device ID. It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZM-W0002-2)\nCustomer: oh shooot\nCustomer: that is at home, i am at work\nCustomer: but I could always try again when I get home to reach out \nCustomer: how late do you have agents on chat ?\nHuman Agent: Okay, when you are home, you can contact us with the Device IDs. The cameras may not use the Zink setup, but we can see that with the Device ID.\nHuman Agent: Our Live Chat support is available Mon-Fri 9AM-12PM and 1PM-6PM CST.\nCustomer: well i have the original paperwork for the setup\nCustomer: and it does say go to zink, but that is fine, will reach out when I get home\nCustomer: thank you Grant\nHuman Agent: The cameras may have updated and could now use the QR Code setup.\nHuman Agent: You're welcome.\nCustomer: thank you \nCustomer: what if there is no Qr code on the camera\nCustomer: how do I set them up \nCustomer: just curious\nHuman Agent: There would not be a QR Code on the camera. You make the QR Code on the phone screen using the app and show it to the camera.\nCustomer: interesting, ok, will try that \nCustomer: and chat back\nCustomer: thanks again\nHuman Agent: You're welcome.\nCustomer: have a good day\nHuman Agent: Thank you. You have a good day, too."]
["Customer: Troubleshooting\nCustomer: How do I change WiFi to cameras \nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: How do I check the 2.4 ghz\nHuman Agent: What is the name of the network? Do you have only one or more than one network of your own?\nCustomer: Verizon-3NSX4F\nHuman Agent: Okay, and is that your only network? You can ignore other networks from neighbors and such. \nCustomer: Neither of the cameras are flashing and I can’t climb a ladder \nHuman Agent: What is their current indicator light status? Are they solid green or solid blue?\nCustomer: Neither\nCustomer: No light but they both have power to them\nHuman Agent: Do you mean they have no light? If so, it's possible you may be too far to see the light or if it is bright, it may be hard to see in the daylight. To test power you would need direct access to the cameras to cover the lens to see if the red night vision lights come on. \nCustomer: Ok\nHuman Agent: Would you be able to test that today?\nCustomer: ill have to wait till tonight \nHuman Agent: Okay. We will be open until 6pm CT. If you have to test after that point and need to speak to an agent you may either email us at support@zmodo.com or otherwise agents will be back tomorrow morning starting at 9am CT."]
["Customer: Ho how do I connect my cameras to my new Wi-Fi I just changed companies\nCustomer: I don't remember how to set them up\nCustomer: I need help reconnecting my cameras to my Wi-Fi\nCustomer: I need father help\nCustomer: What do you do to reconnect the cameras to the Wi-Fi\nCustomer: Can someone please call me\nCustomer: Live agent please \nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?"]
["Customer: Set up\nCustomer: I need to move my cameras to a new house \nCustomer: Further assistance \nCustomer: Agent \nCustomer: Ok\nCustomer: ?\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  To reconnect the cameras you would have to go through the setup so they can connect to the new network, When you look at the lights on the camera what color are they and are they flashing or solid?\nCustomer: I tried but didn't connect to new house\nCustomer: Said something about need to disconnect from previous network \nHuman Agent: When you look at the lights on the camera what color are they and are they flashing or solid?\nCustomer: Flashing \nCustomer: How do I eliminate cameras from my network \nCustomer: O application \nHuman Agent: Okay, if the cameras are flashing green or blue that means they are not connected to a network at all.  It looks like the cameras on the account may use the QR setup or the Zink setup, what setups have you tried?\nCustomer: Both \nCustomer: I tried at the new house with 2 cameras but couldn't connect \nHuman Agent: Okay, I would like to have you go through the QR setup with me, Unplug and plug in one of the cameras, then go through the QR setup, at the end when the code generates show it to the camera at 8 inches away for about a minute and watch how the lights react, if that fails try holding the code at 6 inches for 1 minute, then if that fails try 12 inches away for a minute, each time watch the lights to see how they react if it begins to flash blue hold it steady to see if it turns solid blue at all. If that still fails take a screenshot of the QR code and send it to me\nCustomer: Ok\nCustomer: Thanks\nCustomer: I can't right now \nCustomer: I'm at work \nHuman Agent: Okay, you would need to be at the location to do the setup. When you do, I would recommend starting with the #7 camera as it can use the QR setup. When it sets up, it will share the information to other nearby cameras. If the others do not connect, it looks like the other offline cameras would need to use the Zink setup."]
["Customer: I need help reconnecting my cameras \nCustomer: Whats the number \nCustomer: A customer services representative \nCustomer: I need help to reconnect my cameras \nCustomer: I deleted them\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/551e3c9367_1_20241018164934.jpg\nCustomer: D/static_file/d88f4797b5_1_20241018165018.jpg\nHuman Agent: Lets start with one camera here. Which camera do you want to start with?\nCustomer: All 3\nCustomer: D/static_file/6eba23a0b6_1_20241018165124.jpg\nCustomer: Hello\nHuman Agent: I understand you have multiple, but you can only show the QR Code to one camera at a time. So lets start with one of them. Which camera are you starting with?\nCustomer: Arw you still there \nCustomer: The last one\nCustomer: 2882\nHuman Agent: Alright, can you unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: Green\nCustomer: Flashing green \nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Hello\nCustomer: Are you still there\nHuman Agent: Yes, I sent a message with setup instructions. I will send the instructions again if they did not go through.\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Okay\nCustomer: It is still not working \nHuman Agent: Alright. When you get the QR Code on your phone screen, can you hold it close to the Zmodo camera lens and then slowly pull it back? Watch the light on the camera and let me know if it changes from the flashing green.\nCustomer: It keeps changing from green to blue\nCustomer: Then back to green \nHuman Agent: It changes to flashing blue when you show the camera the QR Code? Or it changes even when you do not show the QR Code to the camera?\nCustomer: When I show the QR code\nCustomer: Without the code flashing green \nHuman Agent: Okay, that means it is reading the QR Code. Can you send a screenshot of the QR Code that you are showing to the camera?\nCustomer: D/static_file/793a891e4a_1_20241018171224.jpg\nCustomer: This is for the 2410 camera\nHuman Agent: Okay, lets stick with one camera.\nHuman Agent: Okay, you need to check your Location settings on your phone. The Location needs to be turned on. Then you need to go to the App settings on your phone and check the permissions. The app needs permission to use your phone's location.\nCustomer: Okay\nCustomer: Give me a few to check\nCustomer: Still no luck\nHuman Agent: Can you send a screenshot of the QR Code that you are showing now to the camera?\nHuman Agent: Does it say \"Unknown SSID\" when you are entering the password in the app?\nCustomer: No\nHuman Agent: Okay, can you send a screenshot of the QR Code that you are showing now to the camera?"]
["Customer: Set up\nCustomer: Set up\nCustomer: Problem with set up \nCustomer: QR code is not working \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Still not working"]
["Customer: Troubleshooting\nCustomer: Not working\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: My camera doesn't work\nCustomer: My camera doesn't work. I'm trying to scan and it won't let me.\nHuman Agent: What is the ID of the camera and it's indicator light status (color and whether it is blinking)? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \nCustomer: ZMD24FEH4201721\nHuman Agent: Thanks. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and scan the QR code below when prompted. \n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nHuman Agent: D/static_file/7646865e8e_1_20240918135638.png\nCustomer: ZK8-BFS23NM\nHuman Agent: Okay, did you see the previous message?\nCustomer: Yes \nHuman Agent: Okay, if it does not connect, please send a screenshot of the QR code generated in the app. \nCustomer: Ok\nHuman Agent: Thank you. \nCustomer: D/static_file/7a048d02e8_1_20240918140126.png\nHuman Agent: Thanks. Is the network you're using 2.4Ghz? \nCustomer: Yes \nHuman Agent: Okay, is the camera going to blinking blue when you show the code?\nCustomer: Yes \nHuman Agent: Okay, please go to your wifi settings, forget your wifi network, then reconnect when it shows back up. You will have to enter the password to reconnect. Please let me know if you're able to reconnect successfully after entering the password. \nCustomer: Ok\nCustomer: Not working \nCustomer: flashing green\nHuman Agent: If you're unable to reconnect in your wifi settings, that means the password is incorrect. Do you have any other idea of what your password may be? \nCustomer: I'm putting the correct password\nCustomer: Flashing green\nHuman Agent: I had you forget the network and attempt to reconnect. You said it was not working. If it cannot reconnect and you are in range, that means your password is incorrect or that your router is having some form of issue. You could try to restart your router, but if you cannot reconnect to it otherwise, you would need to check into the password further or contact your internet provider if you lease the router from them."]
["Customer: Troubleshooting\nCustomer: My cameras don’t work \nCustomer: Nothing changed \nCustomer: Can I get some help \nCustomer: I deleted two cameras and now I can’t get them set back up\nCustomer: What phone number can I call?\nCustomer: Agent \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 13hpda238668 @ 13hpda238664\nCustomer: I can’t get these two cameras to operate\nHuman Agent: Alright, we can work on getting both setup. Which camera would you like to start with?\nCustomer: 664\nHuman Agent: Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Solid blue\nHuman Agent: That means it is connected to a Wi-Fi network. But it looks like it is offline and is not getting internet. Did you change your router, Wi-Fi name and password, or your internet provider recently?\nCustomer: No\nHuman Agent: Do you have any Wi-Fi extenders or a mesh network?\nCustomer: No\nHuman Agent: Alright, can you unplug your router, and while the router is unplugged, can you look at the light in the camera and let me know if it is still a solid blue or if it changes to a flashing blue or green light?\nCustomer: My other two cameras work fine\nCustomer: Flashing green \nHuman Agent: Okay, but this camera is not working fine. If the light is solid blue, that means it is connected to a Wi-Fi network, but the fact that it is offline means that Wi-Fi network is not giving the camera internet. So we want to be sure the camera is actually connecting to your router and then we would restart the router and check router settings if necessary.\nHuman Agent: Okay, it changed to flashing green with the router unplugged?\nCustomer: It goes from flashing green to flashing blue\nHuman Agent: Alright, if it is changing between flashing green and flashing blue with the router unplugged, then that is good. Can you plug the router back in now?\nCustomer: Ok I plugged the router in \nCustomer: No solid blue\nCustomer: Now solid blue\nHuman Agent: It looks like the camera is online now. So restarting the router got the cameras internet access again. So now you will want to do a LAN Search in the app to add the cameras to your account. \nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: I’m\nProbably gonna lose you \nHuman Agent: You can come back to the chat. It will remain open for at least 7 minutes.\nCustomer: The screen keeps telling me to name camera , but it won’t take anything \nHuman Agent: You would take where you see the Device ID and type the name you want for the camera.\nCustomer: I’ve done that numerous times, it won’t take it , \nHuman Agent: What do you see on the app when you try to do that?\nHuman Agent: It also looks like the cameras are offline again. Is the light still solid blue in the camera?\nCustomer: I keeps telling me to name camera, whatever I put, shop , etc it keeps saying name the fevice\nCustomer: I’m gonna make this easy and buy other cameras , this is frustrating \nHuman Agent: If the lights in the cameras are still solid blue, then it seems there is a router setting that is blocking internet access to the cameras. That may be why the app cannot add the cameras to the account. \nCustomer: How can I fix it ? My two other cameras work fine \nHuman Agent: You would want to check the router settings. You can check the connected devices and look for any paused or blocked devices. You would also want to check the security and firewall settings as they could be blocking internet access to the cameras.\nCustomer: I’m not able to figure that out . My excuse is that I’m old \nCustomer: I have starlink and it’s impossible to get in contact with anyone \nHuman Agent: Unfortunately, I cannot help you with your router settings. Are the lights still solid blue in the camera?\nCustomer: Yes I found three paused devices and I unpaused them \nHuman Agent: The cameras are showing online now, so try the LAN Search again and see if it will let you add the cameras to the account.\nCustomer: I still can’t get them to accept any name or password \nHuman Agent: You would not put in a password. You would leave the password spot blank."]
["Customer: Set up\nCustomer: I got a new Wi-Fi password and I need to hook up my cameras\nCustomer: -1\nCustomer: I need help setting up my camera\nCustomer: It’s flashing green\nCustomer: It’s flashing green again\nCustomer: -1\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Can I talk to a customer?\nCustomer: -1\nCustomer: How do I get a hold of the customer agent?\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  The setup your cameras use is the QR code setup, have you tried that setup with them at all yet?\nCustomer: No, I haven’t. I wanted to see if you could help me is flashing green right now.\nHuman Agent: Okay, I will send you the directions for the QR setup to go through to get the camera back online, one moment. \nHuman Agent: QR Code Set Up steps\n\n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nCustomer: I’ve tried that and it’s not working that’s why I’m asking for help\nHuman Agent: You said you had not tried the QR setup when I asked earlier. \nHuman Agent: That's the only setup your cameras will accept. Can you go through that QR code setup, then at the end take a screenshot of the QR Code for me to review, I can check if its generating properly. \nCustomer: Yeah, hold on\nHuman Agent: Okay\nCustomer: D/static_file/9bc5f0e615_1_20250228105715.png\nHuman Agent: Okay, this code visually looks fine, Can you unplug and plug in one of the cameras, then when it flashes green show the QR code to the camera and watch the lights, hold it 8 inches away from the camera for at least a minute while you watch the lights then tell me how the lights react. (if they only flash if they change colors, if any red lights come on ect)\nCustomer: Ok\nHuman Agent: Okay\nCustomer: So it didn’t work it said connection timed out\nHuman Agent: Can you tell me how the lights reacted, what color they were, or did you not follow the directions I sent above. \nCustomer: Green\nHuman Agent: green solid or green flashing?\nCustomer: Flashing green\nCustomer: Well, I have to get ready for work so bye\nHuman Agent: Okay, so if the camera only flashed green that means it did not see the code Infront of it, try holding the code, at 6 inches away, and at 12 inches away for 1 minute to see if the lights try to flash blue then go solid blue if you still have trouble contact us again\nHuman Agent: Have a good day."]
["Customer: I can't connect my camera to my phone\nCustomer: I'm sure everything happened\nCustomer: I can't connect my camera to wifi\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: I have been trying to set my cameras but the blue light would not stop flashing \nCustomer: It change to green for a few seconds and goes back to blue\nCustomer: I have done all of those steps \nCustomer: Is there is any phone number I can call\nCustomer: What's there numbers \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: How to connect to WiFi?\nCustomer: Where is my device WiFi setting located at?\nCustomer: WiFi setting\nCustomer: How to connect to my Wi-Fi\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\n\nCustomer: Where is the option to connect to Wi-Fi\nHuman Agent: You would need to follow the instructions in my previous message to connect your cameras to the wifi. \nCustomer: I'm trying to connect to my Wi-Fi\nHuman Agent: Yes, if you are trying to connect your cameras to your wifi, you would need to follow the instructions in my previous message."]
["Customer: How do I change my WiFi connection to continue recording? We have a new router. \nCustomer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  For all the cameras on your account here they use the setup called QR code, they wont use EZlink\nHuman Agent: Do you want me to send you the directions for the QR code setup or are you familiar with that setup?"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: How to reset Camera without camera reset pencil\n\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Unable to get into my account. \nHuman Agent: Hi my name is Wendy.  Did you forget the password? or what happens when you try to login?\nCustomer: Yes I don't know the password. \nHuman Agent: You can reset the password on the login screen by tapping on \"forgot password\".\nCustomer: It want allow.\nHuman Agent: the app is not allowing you to update the password?  Do you get an error message or what happens?\nCustomer: It says I don't have an account. \nHuman Agent: What are you entering as the username?\nHuman Agent: what email/phone are you entering as the username?\nCustomer: I have tried all three none work\nHuman Agent: Please let me know the device ID on the camera.  With the device ID I can check what email/phone it is connected to.\n\nThe ID will be on a sticker on the camera and it will start with ZMD or GSG\nCustomer: ZMD14gpe2286088\nHuman Agent: ZMD14GPE2286088 isn't bound to an account.  \nHuman Agent: You are currently logged into the app with 7138250035 right?  If this is your current app account you can setup the camera to this account\nCustomer: I know but I can't get in.\nHuman Agent: You are unable to log in to the app with 7138250035?  \nHuman Agent: You would want to tap on \"Forgot password\" to reset the password for your phone number account 7138250035\nCustomer: I can see it there's no  camera's connected\nHuman Agent: right there are no cameras connected to your phone number account.  You can setup ZMD14GPE2286088  so it is on this account \nHuman Agent: What color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: The lights are green for a moment\nHuman Agent: Is the green light blinking green? or solid green?\nCustomer: Blinking\nHuman Agent: If the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the phone app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*"]
["Customer: Troubleshooting\nCustomer: Can’t connect to my cameras\nCustomer: Camera doesn’t recognize QR\nCustomer: Speak with an agent\nCustomer: Hello, my cameras are zmodo zp-ibh15-w and I cannot connect them to WiFi\nCustomer: They  are both in setup mode (blinking blue changing to blinking green$\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD14FTDA201604\nCustomer: I’ll send the other one shortly\nHuman Agent: Lets start with that one.\nCustomer: ZMD14FTDA201637\nHuman Agent: Can you unplug the camera again, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: One moment\nCustomer: It’s solid green\nCustomer: It’s started blinking green\nCustomer: Then started blinking blue\nCustomer: Then switched to blinking green\nCustomer: And again blinking blue\nCustomer: Hello, are you still there?\nHuman Agent: Okay, lets try the QR Code setup now. When the light is flashing green hold the phone screen close to the camera and pull it back. Could you also send a screenshot of the QR Code?\nHuman Agent: Yes, are you seeing my messages?\nCustomer: Yea\nCustomer: D/static_file/ba14693367_1_20241101171541.jpeg\nCustomer: The camera doesn’t take the QR\nHuman Agent: We can check a few things that could be giving the camera difficulty reading the QR Code. First can you go to the Wi-Fi settings on your phone and make sure that it is the 2.4 GHz network you are connected to? Once it is, tap on the settings button next to the Wi-Fi network and tap on Forget. That will disconnect you from the network, and it will show up in the list of available networks. Then you can tap on it and enter the Wi-Fi password to reconnect.\nCustomer: My network name does not indicate frequency, but the cameras were connected to the router before\nHuman Agent: Okay, can you go ahead with the rest of the steps?\nCustomer: I did that, and tried to reconnect - no success\nHuman Agent: You mean that you could not reconnect to your Wi-Fi network after you forgot it?\nCustomer: I could reconnect my phone to my WoFi, but no success with the cameras\nCustomer: What else can we try?\nHuman Agent: After you reconnect to your Wi-Fi network, try the QR Code setup again. When you are entering the Wi-Fi password, tap on the eye icon so that you can see it. Make sure it matches what you entered to reconnect after you forgot the network. Just to be sure that there are not any typos.\nHuman Agent: Are there any cracks or scratches in the phone screen or the screen protector if you have one?\nCustomer: Are you still there?\nHuman Agent: Yes, are you seeing my messages?\nCustomer: Probably i missed some. Could you repeat?\nHuman Agent: After you reconnect to your Wi-Fi network, try the QR Code setup again. When you are entering the Wi-Fi password, tap on the eye icon so that you can see it. Make sure it matches what you entered to reconnect after you forgot the network. Just to be sure that there are not any typos.\nHuman Agent: Are there any cracks or scratches in the phone screen or the screen protector if you have one?\nCustomer: No cracks, no protectors, full brightness\nCustomer: I think I’ll stop trying\nCustomer: I’ll spend more time later to troubleshoot\nCustomer: Thank you for your help\nHuman Agent: You're welcome. Please do not hesitate to contact us again if you would like more assistance troubleshooting again."]
["Customer: Troubleshooting\nCustomer: Agent\nCustomer: I need help to set up sight 180 camera\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD14G9F7000739\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: It does not recognize the QR code in front of the camera\nCustomer: It said 5G hz not supported \nHuman Agent: The app will always say that 5 GHz Wi-Fi is not supported. Could you unplug the camera, plug it back in, and tell me what light you see on the camera?\nCustomer: Blinking blue now\nHuman Agent: Okay, does it change from the blinking blue?\nCustomer: At first, it is green \nCustomer: Blinking green now\nHuman Agent: Alright, then when the light is flashing green, try showing it the QR Code again. Could you also send a screenshot of the QR Code that you are showing to the camera?\nCustomer: Trying\nCustomer: D/static_file/dd2b504e9c_1_20241107152553.jpg\nCustomer: It doesn't recognize in front of the camera\nHuman Agent: There are a few things to try here. First, can you go to the Wi-Fi settings on your phone settings and make sure that the network your phone is connected to is your 2.4 GHz network? Then tap on the settings button next to it and Forget the network. That will disconnect you from the network and it will show up in the list of available networks. You can tap on it and enter the Wi-Fi password to reconnect.\nCustomer: I don't see 2.4Ghz but only 5Ghz\nHuman Agent: Okay, if you see a network that has the same name, but without the 5 or 5G at the end, then that is the 2.4 GHz network.\nCustomer: Only 1 network \nHuman Agent: Okay, if it is just one network, then it is probably both the 2,4 GHz and the 5 GHz network. Does it end with -5 or -5G?\nCustomer: 5G\nHuman Agent: What is the name of that network?\nCustomer: MySpectrum-5G\nHuman Agent: Okay, is there a network named just MySpectrum?\nCustomer: Yes\nCustomer: MySpectrum. Sorry Only this one\nCustomer: No MySpectrum-5G\nHuman Agent: Okay, so the network name is \"MySpectrum\" with nothing else after it?\nCustomer: Yes\nHuman Agent: Okay, that is likely the 2.4 GHz network. Tap on the settings button next to it and Forget the network. That will disconnect you from the network and it will show up in the list of available networks. You can tap on it and enter the Wi-Fi password to reconnect.\nCustomer: It said MySpectrum is 5GHz not supported \nHuman Agent: The app always says 5 GHz networks are not supported. Even if you were not connected to Wi-Fi it would say that. The app does not know if the network is 5 GHz or 2.4 GHz.\nCustomer: It just doesn't move when I scan the QR code in front of the camera \nHuman Agent: Can you tap on the settings button next to it and Forget the network. That will disconnect you from the network and it will show up in the list of available networks. You can tap on it and enter the Wi-Fi password to reconnect.\nCustomer: Only 1 network here\nCustomer: MySpectrum\nCustomer: Do we have another method to connect?\nHuman Agent: Yes, that is your Wi-Fi network. It is almost for sure both a 2.4 GHz and 5 GHz network combined.\nHuman Agent: That is the network we want.\nHuman Agent: Are you seeing my instructions about forgetting the network?\nCustomer: I did click forget and reenter password \nHuman Agent: Okay, good. So you are connected to the network again?\nCustomer: It is the same result \nCustomer: I see ZmD_AP now\nCustomer: What is the password I shall enter now \nHuman Agent: Then the second thing you will want to do is go to the Display settings on your phone settings and make sure that Dark Mode is off. Also check that the Eye Comfort Shield or other blue light filter settings are off. Check the font settings and make sure that Bold Font is off and that the font size is default or smaller.\nHuman Agent: You do not want to do anything with the ZMD_AP network.\nCustomer: D/static_file/72fb73a52c_1_20241107154747.jpg\nCustomer: Shall I use this one?\nHuman Agent: No, you do not want to be connected to ZMD_AP.\nHuman Agent: Please go back to your Wi-Fi settings and connect to your Wi-Fi network.\nCustomer: Same thing\nCustomer: Font size is small\nHuman Agent: Okay, lets please take this one step at a time instead of jumping around and getting things mixed up here. First, can you go to the Wi-Fi settings on your phone again and tap on the settings button next to it and Forget the network. That will disconnect you from the network and it will show up in the list of available networks. You can tap on it and enter the Wi-Fi password to reconnect.\nCustomer: Yes I did that already\nHuman Agent: I understand. Lets do it again, since you have been doing several different things here.\nCustomer: I just did the whole process and it just stays at scanning the QR code\nHuman Agent: I understand, but I am trying to walk through the steps with you so I can see where it may be having issues and how to fix it.\nCustomer: I clicked + to add a device\nCustomer: Click QR code\nCustomer: Start installation \nHuman Agent: That is not what we want to do yet.\nCustomer: Turn off silent mode\nCustomer: D/static_file/ec8bfe2e0f_1_20241107160203.jpg\nCustomer: Click change\nCustomer: Click forget\nHuman Agent: Why would you click on Change?\nCustomer: I just reenter the wifi password \nHuman Agent: Oh, that is how you are getting to your Wi-Fi settings? I apologize, that is just a roundabout way to get there. Okay, did you reconnect to the network?\nCustomer: Yes, I just make sure the wifi password is correct \nCustomer: I click next now\nHuman Agent: Okay, then lets go to the Display settings on your phone.\nCustomer: The camera is blue light\nCustomer: No reaction\nHuman Agent: It looks like it is online. So it setup this time.\nHuman Agent: Or it setup one of the earlier times and you just did not notice.\nCustomer: It just announced Connection time out \nHuman Agent: Is the light solid blue?\nCustomer: Yes\nHuman Agent: The camera is already connected. You connected it.\nCustomer: I am still on QR code scan screen\nHuman Agent: I understand. You likely set it up on one of your previous attempts. You can quit out of the setup. The camera is already setup.\nCustomer: Omg \nCustomer: You are correct\nCustomer: I can see it now\nCustomer: Thanks a lot\nHuman Agent: You're welcome.\nCustomer: Bb"]
["Customer: That didn’t work I even tried unplug \nCustomer: I moved it from the other plug and now it’s still stuck on offline\nCustomer: But my wifi shows it’s connected\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: I have did all that and it still says device offline but I checked my wifi  and it is showing connected\nHuman Agent: Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/5b6c4177ed_1_20240919122022.jpg\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: It’s blinking green \nHuman Agent: Did you recently change your wifi information or router? \nCustomer: No\nCustomer: Can you reboot the camera \nHuman Agent: No as the camera is offline. \nHuman Agent: If the indicator light is blinking green, the camera needs to be set up again as a new device.\n\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code."]
["Customer: Can not set up camera \nCustomer: Yes please help \nCustomer: Set up\nCustomer: Setring up camera \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: I switched internet providers and my camera system doesn’t work\n\nCustomer: Set up\nHuman Agent: Hello, my name is Grant. The cameras on your account will use the QR Code setup to connect to the new Wi-Fi network.\nHuman Agent: Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: I change my internet provider now the camera wont work\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: yes I am here"]
["Customer: Set up\nCustomer: Won't connect by scanning or code\n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to connect? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Set up\nCustomer: How do I switch to a new network ?\nCustomer: How do I connect my cameras to a new network ?\nCustomer: Speak to a person \nCustomer: Agent\nCustomer: Ok\nCustomer: Hello\nHuman Agent: You would setup the cameras with the QR Code setup method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Ok"]
["Customer: I reset my wifi name and password \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: agent \nHuman Agent: How can I assist you?\nCustomer: both cameras offline is there anyway to check from your end \nHuman Agent: I see both cameras on your account are offline. You would need to be there with the cameras to troubleshoot them.\nCustomer: ok what do i need to do \nHuman Agent: Are you there with the cameras?\nCustomer: yes i can get to them with a ladder \nHuman Agent: Then you will want to go to one of the cameras, unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in.\nCustomer: all lights are on the center one is red\nHuman Agent: So the red lights around the camera would be the infrared lights. There will be a green or blue light in the camera. You may need to look past the infrared lights.\nCustomer: there is a green lite at 12oclock flashing \nHuman Agent: Flashing green means that it is ready for setup. You can try the QR Code setup.\nHuman Agent: To set up the camera, open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Troubleshooting\nCustomer: I switched ISPs and was able to connect all of my cameras, but I tried to update something on the app for the 2 cameras of the 5, and since then I cannot get them brought online ...\nCustomer: -1\nCustomer: speak to a live agent\nCustomer: HI\nCustomer: I switched ISPs and was able to connect all of my cameras, but I tried to update something on the app for the 2 cameras of the 5, and since then I cannot get them brought online ...\nCustomer: I did the Reset Device\nHuman Agent: Alright, could you go to one of the cameras, unplug the camera, plug it back in, and tell me what light you see in the camera?\nHuman Agent: Okay, if you reset the device, then you will need to set it up again.\nCustomer: ok\nCustomer: solid green\nCustomer: now blinking green\nCustomer: what do I need to do\nCustomer: I tried the QR code, but to no avail\nHuman Agent: If the light is still flashing green, then you will want to do the QR Code setup to connect the camera to the Wi-Fi network.\nCustomer: I tried that many times already, but it simply won't connect\nHuman Agent: Try it again. When you get the QR Code on the phone screen, hold the phone screen close to the camera lens and pull it back. Watch the light in the camera and let me know if it changes from the flashing green.\nCustomer: Yes, did that dozen times\nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the camera?\nHuman Agent: You have not watched the light and told me if it changes dozens of times.\nHuman Agent: Lets try the QR Code setup again.\nCustomer: trying\nCustomer: Nothing\nHuman Agent: You want to hold the phone screen close to the camera lens and slowly pull it back. Watch the light in the camera closely while you do that and let me know if it changes from the flashing green at any point in time.\nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the camera?\nCustomer: ok, a second\nCustomer: https://www.tiktok.com/t/ZTY1Fqeqs/\nCustomer: D/static_file/c65c4df21b_1_20241113143749.jpg\nHuman Agent: Is that the entire QR Code on your phone screen? Because the top part of it is being cutoff, so the camera would not be able to read the QR Code.\nCustomer: I just got it to work, have no Idea how ... Lol\nCustomer: But thanks nevertheless\nHuman Agent: You're welcome."]
["Customer: No escanes el cobigo\nCustomer: No escanea el codigo\n\nHuman Agent: Hola, gracias por contactar al servicio de asistencia. Mi nombre es Dillon. ¿Cuál es el ID de la cámara que estás intentando configurar? El ID debe estar en una etiqueta en el dispositivo o en su soporte, no tendrá guiones y, por lo general, comenzará con ZMD o GSG."]
["Customer: I cannot connect to my device which I accidentally remove \nCustomer: My outside camera I accidentally remove from my list I don’t know how to activate it again \nCustomer: I already try but I cannot get it ask me to scan the QR code that I don’t know \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Can I add a camera to my existing account and watch it split screen?\nCustomer: Cannot find add device\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: My cloud isn’t working on my 1st camera and it  has been paid for\nCustomer: Paid cloud not working \nCustomer: What is customer support number \nCustomer: My cloud for my 1st camera is paid for and it is not working \nHuman Agent: Alright, let me take a look at your account.\nCustomer: Nor will the 2 new camera  work that I got from Amazon\nHuman Agent: It looks like the subscription is set to a camera that you removed from your account. I can clear the subscription and then you can edit the enabled devices on the account to enable another camera on the subscription.\nHuman Agent: As for the cameras that you are trying to setup, could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD19H318D45820\nHuman Agent: Thank you. I just want to double check, the end of that is 5820 and not 5620, correct?\nCustomer: The other one is ZMD19H318D33649\nCustomer: ZMD19H318D45620\nHuman Agent: Okay, I asked because that is the 5620 camera is the camera that you have subscribed. So lets work on getting it setup here.\nHuman Agent: Could you unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: Neither new camera would work properly. I couldn’t get them to function like my other Zmodo cameras I already have\nHuman Agent: Both of the Device IDs you gave me have been setup on your account before, so lets try a setup here. Can you please unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: The 5620 is now blu but the 3649 is still not changed from green \nHuman Agent: Okay, lets stick with the first camera here. Is the light a solid blue or a flashing blue?\nCustomer: 3649 is still flashy green\nCustomer: Yes solid blue \nCustomer: On the 1st\nCustomer: Camera 5620 solid blue\nHuman Agent: Okay, so that means it is connected to the Wi-Fi network. Just for your information, I think you have the stands on those cameras swapped. Because the 3649 camera is showing online. You will want to try to add it to your account with a LAN Search in the app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: I will try again and if I can’t get it will reach back again thank you so much \nHuman Agent: You're welcome.\nCustomer: Camera went back offline both of them\nCustomer: I tried to do an update and the one solid blue is now green and won’t come back blue \nHuman Agent: The camera will go offline and restart while it is updating. You just want to leave the camera alone and do not want to unplug it while it is updating.\nCustomer: The other one will not work it is still green I did the steps to add it but it isn’t adding \nHuman Agent: Is the light a flashing green or a solid green?\nCustomer: Flashing green on the 5620\nHuman Agent: Alright, if it is flashing green, then you will want to do the QR Code setup method to connect it. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nHuman Agent: You may also want to try holding the phone screen close to the Zmodo camera lens and slowly pull it back. Watch the light carefully on the camera when you are showing the QR Code to the camera and let me know if the light changes on the camera.\nCustomer: Okay I will try that way"]
["Customer: Set up\nCustomer: During setup, the ZMD_SAP network is not in range.\nCustomer: I am next to the device, it is powered on, there are no obstructions.\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are wanting to setup?\nHuman Agent: The device ID will be listed on a sticker on the camera and will start with ZMD or GSG\nCustomer: Hi, the model on the back is zh-lxy1d. It is a mini Wi-Fi camera.\nHuman Agent: Could you please let me know the device ID?  The ID will be listed on the top/side/bracket of the camera\nHuman Agent: With the device ID I can check what setup method the camera uses\nCustomer: There is a sticker on the box that says zmd14f9e2250003.\nHuman Agent: ZMD14F9E2250003 uses QR code setup.  Is the indicator light blinking green right now?\nCustomer: Yes.\nHuman Agent: QR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the phone app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: OK, standby while I complete the steps. Thanks.\nHuman Agent: ok\nCustomer: Yes, the procedure worked. Sorry for the delay as it took me a minute to log back on to the network I wanted it. All works fine now. Thank you and Happy Holidays."]
["Customer: Agant\nCustomer: Againt\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I need to up date my cam \nCustomer: Wi fi\nCustomer: Change my wifi settings\nCustomer: On my cans\nHuman Agent: All of the cameras are currently offline, you will not be able to update them until they are back online again, to do that you will need to go through the setup with the cameras to reconnect them. \nCustomer: Ok can u help me\nCustomer: I am login to pc\nHuman Agent: I can send you the directions for you to go through the setup, the setup can only be done on a mobile device like a phone or tablet though \nCustomer: Can u help me\nCustomer: Do it on my laptop\nHuman Agent: 1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\nHuman Agent: No you cannot do the setup from a computer at all. Only from a mobile device"]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Set up\nCustomer: My cameras has been offline and deleted from my account.  How do I reinstall? Green light is flashing\nCustomer: Yes wifi has changed\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I have changed to fiber optics\nHuman Agent: If your Wi-Fi network has been changed, then the cameras will need to be setup with the new Wi-Fi information. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: I can’t get camera to work  ZMD19H318D45620\nCustomer: Support Agent\nHuman Agent: Hi my name is Wendy.  ZMD19H318D45620 is this camera new? or has it been setup before?\nCustomer: Yes and my other new camera stop working when I did an update \nHuman Agent: Okay, which camera do you want to work with first?\nCustomer: I am also not getting the cloud I paid for\nCustomer: ZMD19H318D33649\nCustomer: They are both new\nHuman Agent: Both of the cameras have been setup on your account before. For this camera, what light do you see on the camera?\nCustomer: Both flashing green \nCustomer: I just got them a few days ago from Amazon have 3 other cameras I purchased awhile ago\nCustomer: These 2 are new\nCustomer: Got one Sat and another Sunday\nHuman Agent: Both of the Device IDs you have given have been setup on your account before. The camera you added to your account and tried to update was initially setup on 9/26/2023 and has been on your account before.\nHuman Agent: Lets start with one camera and do the QR Code setup.\nHuman Agent: Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nHuman Agent: You may also want to try holding the phone screen close to the Zmodo camera lens and slowly pull it back. Watch the light carefully on the camera when you are showing the QR Code to the camera and let me know if the light changes on the camera.\nCustomer: No I have had these camera purchased 3 days ago from Amazon. I put the3649 on my account did update and now it isn’t working and I pa for cloud would like it to work and my cloud as well or will send them back to Amazon and like a refund for the cloud I am not getting \nHuman Agent: Okay, debating over when you bought the cameras or if you have set them up on your account is not going to get us anywhere. The Device IDs you have given, have been setup on your account before. You may have the wrong IDs or you may have mixed up these cameras with other cameras. Either way, lets do the QR Code setup that I sent instructions for.\nCustomer: I am getting frustrated because my cameras I got prior to these 2 did not give me this problem \nCustomer: I know these 2 cameras are not acting like the ones I previously purchased I will just send them back. What can you do about my cloud purchase \nCustomer: Can you put the cloud I purchased on a camera I already have working\nHuman Agent: The Cloud subscription was on one of the two cameras you gave the Device ID for. The Cloud subscription was started on the ZMD19H3I8D45620 camera. As I mentioned in our previous chat, I cleared the subscription from that camera so you can edit the enabled device in your Cloud tab.\nHuman Agent: Tap on Cloud and scroll down to your subscription. Tap on View Details and tap on Edit.\nCustomer: Okay will try\nCustomer: It is not working transferred the clod to cameraZMD17G924526 but it is saying I need to repay and I need it transferred to this camera I paid for a month already \nCustomer: No access to cloud\nHuman Agent: Okay, what do you see when you tap on View Details on the subscription?\nCustomer: It says it is transferred but not able to view cloud on that camera\nCustomer: D/static_file/f260861a0c_1_20241008142541.png\nCustomer: I paid through apple for a month subscription of $4.99\nHuman Agent: Yes, and it should give you the option to edit the subscription, but it does not show the Edit button there. You may want to check the status in your Apple account and reactivate the subscription if it is canceled.\nCustomer: D/static_file/00f99a5afe_1_20241008142737.png\nCustomer: I am supposed to have cloud till Nov6\nHuman Agent: You can tap on the subscription there and reactivate it and then edit the subscription in your app.\nCustomer: D/static_file/5bcf625ca3_1_20241008142949.png\nCustomer: D/static_file/aac07c01b9_1_20241008143011.png\nCustomer: It is telling me to repay and I have already paid\nHuman Agent: Did you tap on the subscription in your Apple account?\nCustomer: It is not doing a change but wanting to recharge me\nHuman Agent: Reactivating the subscription does not charge you again until the renewal date.\nCustomer: I will call capital one credit card company and depute this charge for I have not been successful and I don’t want to be charged for something I am not getting . I photo shot our conversation so they will know I had no other option \nHuman Agent: The payment is processed by Apple, so you would need to contact Apple support for information about a refund. As far as not being successful, I cannot change the subscription since it is managed by Apple, so that is why I was trying to give you instructions on how to edit your subscription."]
["Customer: Set up\nCustomer: I have three cameras I'm trying to set up and they're partially set up. They are all solid blue what do I do next\nCustomer: They are not showing up in the app the app said it timed out\nCustomer: I want to talk to a person\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If the cameras are a solid blue that means theya re connected to the network, are these cameras that were previously set up or are they new?\nCustomer: No first time. I used the app and the QR code and they turned from green blinking to Blue but they don't show up in the app\nHuman Agent: Okay, sometimes this can happen if it timed out at the right (wrong) moment, I can try to look up the cameras and make sure they are online and add them to your account for you, I would jsut need the ID numbers, the ID number will be on each cameras sticker and start with ZMD \nCustomer: Zmd19I2Iha11433\nZmd19I2Iha11354\nZmd19I2Iha11381\nHuman Agent: Perfect, One moment whiole I look up each camera.\nHuman Agent: I was able to find the cameras Zmd19I2Iha11433 and Zmd19I2Iha11354 but the last ID did not bring anything up, was that camera also solid blue or have you yet to set that one up?\nHuman Agent: I can add the other two to your account for you, I just have to give them a name when I add them, what would you like for me to name them?\nCustomer: G1 G2 G3\nCustomer: That last one ended in 361 instead of 381\nHuman Agent: Alright I found it, I will get to work adding those to your account, to confirm you want them added to the account your contacting from which was made with the jmoss@relia.net email correct?\nCustomer: Yes\nHuman Agent: Okay\nHuman Agent: I sucessfully bound those three devices to the account, you may have to refresh the app but they should now be among your devices on the device list\nCustomer: I see them. Thanks\nHuman Agent: Fantastic, thank you as well. Is there anything else I can do for you today?"]
["Customer: Troubleshooting\nCustomer: After I connect to the ZMD_SAP network it doesnt do anything. I cant kove on to the next step\nCustomer: Still have the issue\nCustomer: How?\nCustomer: How do I speak with a support agent?\nCustomer: Ok\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to connect? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Zk8-ibh23-w\nHuman Agent: That is not the ID. What is the ID of the camera you're trying to connect? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Whops\nCustomer: Zmd174617519959\nHuman Agent: Thank you, is this a first time setup? \nCustomer: No\nHuman Agent: Okay, if this device has been set up before, that ID does not appear to be correct. Could you please send a picture of it?\nCustomer: D/static_file/d0e1b594ff_1_20250217154024.jpg\nCustomer: D/static_file/3b00bad424_1_20250217154028.jpg\nCustomer: The number is a bit scratched so its hard to tell\nCustomer: D/static_file/adecef792e_1_20250217154203.jpg\nCustomer: Zmd17A617519959 \nHuman Agent: Thank you. It seems it is ZMD17A6I7519959. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Ok. Please hold\nHuman Agent: Okay, the chat will remain active for 7 minutes from the time of the latest message. \nCustomer: Ok"]
["Customer: Hi, Just changed to Starlink, how do i set it up with my cameras?\nCustomer: I have two model ZP-IBH23-W\nCustomer: ??????? i HAVE these\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: ok, i'll work on this\nCustomer: Will it work with Starlink\nHuman Agent: Overall that would depend on your upload speeds rather than specific provider. You'll want to make sure your router has a 2.4Ghz network enabled and enable it if it does not, but after it is connected whether it works properly will be based on whether you have adequate upload speed to support the devices. For your devices you'd need a minimum of 8mbps of upload speed for just the cameras. \nCustomer: ok\nHuman Agent: Let me know if you end up having any trouble with setup. \nCustomer: It all worked with Starlink. Thank you!\nHuman Agent: No problem, anything else I can help you with for now?\nCustomer: Have a good day. Need no mor help today.\nHuman Agent: Okay, have a good day as well!"]
["Customer: I have new Wi-Fi. I deleted my devices and the QR code is not working.\nCustomer: -1\nCustomer: I have a new Wi-Fi network. I deleted my cameras and now I can’t add them back. QR code is not working.\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: I need a live agent\nCustomer: Ok\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZDM13LUDA204429\nCustomer: ZMD148SDA238649\nHuman Agent: IT looks like the cameras are online, so you can add them with a LAN Search.\nCustomer: ZMD14BSDA238649 this is a correction for the last one\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: wired camera is not an option\nCustomer: those options aren’t there for wire camera or the blue light\nHuman Agent: What do you see at the bottom of the screen when you tap on the plus sign?\nCustomer: Yes\nCustomer: D/static_file/ad010d571c_1_20250203141943.jpg\nCustomer: OK, I see it now\nHuman Agent: It looks like it is being covered by the Legacy option there. You may have font sizes that are causing that. You can try tapping on it there or change the font size.\nCustomer: D/static_file/e14a92dba5_1_20250203142044.jpg\nCustomer: are you still there?\nHuman Agent: Okay, let me sync and restart the cameras. You will see the light in the camera change from solid blue to solid green, flashing green, flashing blue, and then solid blue again. When it reconnects, try the LAN Search process again. You may need to tap on Search Again a couple of times as it can take a minute or two for the app to find the camera when it reconnects.\nCustomer: three cameras\nHuman Agent: You gave me the IDs for two cameras. Are you saying you see three cameras in the LAN Search now? Or you have 3 cameras to setup?\nCustomer: The Land search shows no devices\nHuman Agent: Okay, lets work on them one at a time. Which camera do you want to start with?\nCustomer: ZMD14BSDA238649\nHuman Agent: Thank you. Can you please unplug the camera and leave it unplugged for me?\nCustomer: Ok done \nHuman Agent: Alright, I have added the camera back to your account. You can plug it back in.\nCustomer: Ok it plugged in\nCustomer: ZMD13LUDA204429\nCustomer: Here is another 1\nHuman Agent: Is that camera unplugged?\nCustomer: Yes\nHuman Agent: Thank you. I have added it to your account.\nCustomer: Ok 1 more\nCustomer: ZMD14AFDA225244\nHuman Agent: Can you unplug that camera?\nCustomer: Yes done. I have another 2 more actually \nCustomer: I forgot about them\nHuman Agent: Alright, lets start with the next one then.\nCustomer: ZMD14AFDA22524\nHuman Agent: Can you try sending that ID again? There is not a camera with that Device ID.\nCustomer: D/static_file/920119ecdf_1_20250203145302.jpeg\nCustomer: D/static_file/ac7f6ec37b_1_20250203145359.jpeg\nHuman Agent: That is the third camera. You already gave me that ID and I added it to your account. You said that you have 2 other cameras.\nHuman Agent: Can you plug that camera back in now?\nCustomer: Done\nCustomer: What wifi network are they on?\nHuman Agent: I do not know what Wi-Fi network the cameras are connected to. Do you have more than one Wi-Fi network?\nHuman Agent: What light do you see in that last camera? It is currently offline, so it is not connected to the internet.\nCustomer: I have a new Wi-Fi network. Currently, I have two.  One will be canceled.\nHuman Agent: Okay, can you unplug your old router from power?\nCustomer: Done\nHuman Agent: Then you would just want to see if the cameras go offline. If they remain online, then they are connected to the new router that is still powered on.\nCustomer: They are off line\nCustomer: The family room is the only 1 online. I did that 1 with a qr code. They other wouldn’t connect with the qr code\nHuman Agent: That would be because they were still connected to your old network.\nHuman Agent: That is also probably why you could not find them with a LAN Search.\nHuman Agent: So now you will want to do the QR Code setup to connect them to your new network.\nCustomer: Yep. The whole reason for this is because I was switching my Wi-Fi.\nHuman Agent: The cameras need to be disconnected from your old Wi-Fi network before you can connect them to your new Wi-Fi network.\nCustomer: so do I need to just unplug the router and that’s it?\nHuman Agent: With the router powered off it will not be able to broadcast that Wi-Fi network. So the cameras will disconnect and you can set them up on another Wi-Fi network.\nCustomer: OK I gotta go. If I have problems I’ll come back.\nHuman Agent: Please do not hesitate to contact us if you need any further assistance.\nCustomer: OK, thank you\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Change network\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: I change router and password what do I do to update \nCustomer: Set up\nHuman Agent: Hello, my name is Grant. To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nHuman Agent: I want to let you know that the Live Chat support will close in 10 minutes. If we run out of time, then I will send you an invitation to schedule a callback appointment.\nHuman Agent: To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: I have a new wifi address. How do I tell my cameras?\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\nCustomer: It's been a long time since I've done this. Do I use the Zink set up?\nHuman Agent: Yes, you can do Zink following the instructions in my previous message. \nCustomer: Thanks\nHuman Agent: No problem, let me know if you have any trouble."]
["Customer: Troubleshooting\nCustomer: Unable to update internet network for cameras\nCustomer: -1\nCustomer: Customer service\nHuman Agent: To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I would have to reach my cameras with a ladder isn’t there another way?\nHuman Agent: To connect the cameras to a new Wi-Fi network, you would need to do the initial setup. That is how you would give the cameras the new Wi-Fi network information.\nCustomer: So your saying thats the only way\nHuman Agent: Yes, the cameras on your account will use the QR Code setup to connect.\nCustomer: Ok\nCustomer: Yea\nHuman Agent: Alright, do you have any questions?\nCustomer: No thats it\nHuman Agent: Have a good day."]
["Customer: Live agent \nHuman Agent: How can I assist you?\nCustomer: My camera isn't connecting to my network \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: It won't scan the qr code. It just kept blinking green \nCustomer: D/static_file/0bbe701984_1_20250219093613.jpg\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Ok\nCustomer: Green \nHuman Agent: Is the light a solid green or a flashing green?"]
["Customer: I made contact 2 weeks ago about setting up 4 WiFi cameras. One of the last messages was that the cameras were cleared from the original account. When I try to set up the cameras today using Zinc it fails when logging into ZMD_SAP using my WiFi. I know the log in credentials are correct. Is this enough information to understand why this is failing?\nCustomer: How do I contact customer support?\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD16eqi7519322\nCustomer: zmd16eqi7518456\nCustomer: zmd16e8i7202155\nCustomer: zmd16f1i7204383\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I do not have the QR codes. I do not have the original boxes. \nCustomer: Oh, let me follow your instructions. Sorry!\nHuman Agent: You do not need a QR Code from the boxes. You make the QR Code on your phone screen."]
["Customer: Set up\nCustomer: Hi Mara, I’ve tried this path and haven’t had much luck. It would be nice to speak with a tech.\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: Hi Grant, I changed the password to my Internet and my cameras are needing to re-enter that password. There is no reset button on my cameras. They’re the little white metal cameras. They’ve done well for me, but I need some help getting them aligned with my new Internet password.\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/5c49b99278_1_20250128134238.jpg\nCustomer: There is no documentation on the camera\nHuman Agent: That is just the side of the camera that says the brand, not the Device ID. If there is not a sticker on the camera, then you may have removed it at some point or it may have worn off. Do you know which camera on your account this camera is?\nCustomer: Camera number two\nHuman Agent: Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: The light is in the hood inside and it’s green and now I see the red LEDs and the green light is now blinking then turning to a blinking blue light\nHuman Agent: Alright, watch the light closely and let me know when it changes from the flashing blue.\nCustomer: I’ve had it plugged in for a while and the blinking blue light will then turn to a blinking green light and then back to blue\nHuman Agent: Okay, since you have had it plugged in for a while, did you unplug it when I asked in my previous message?\nCustomer: It just now started blinking green\nCustomer: Yes, I did unplug it\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Now I have the app on both my iPhone and my iPad can I do this on my iPhone while I’m talking to you on this iPad?\nHuman Agent: Yes, you can use your phone for the setup.\nCustomer: So it generated a QR code it said to hold my camera on it about 8 inches away which I did for quite a while and nothing ever happened\nHuman Agent: You would want to hold the phone screen close to the Zmodo camera lens when the light is flashing green. Then pull the phone back from the camera lens. Watch the light closely and let me know if it changes at any point.\nHuman Agent: Could you also send a screenshot of the QR Code that you are shwoing to the camera?\nCustomer: This time I heard it say device connected so I guess we got it covered. I will do the same with my other two cameras I would imagine.\nCustomer: I think we got it covered at this point. I appreciate your help.\nCustomer: Will these cameras all show up in the same threesome of a group as they were prior to this?\nHuman Agent: \"CAm 3\" will do the same setup and \"cam 1\" will use the Zink setup. If you have not removed them from the Group you had them in, then they will remain in that Group.\nCustomer: Well, I’m not sure what the zinc set up is all about, but it should be pretty straightforward. I would imagine.\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home Wi-Fi network name (SSID) and Wi-Fi password. Afterwards, you will need to connect your phone back to your home Wi-Fi network to access the camera.\nCustomer: I need to go round up my other cameras, but when I decide to use the zinc set up, do I put in three as the number of wireless device devices?\nHuman Agent: No, you would do one, because you are just trying to setup the one camera.\nCustomer: I’m not sure how long I would be connected to you for me to get those cameras and bring them in\nHuman Agent: The Live Chat will remain open for at least 7 minutes. If it closes, then you can always start a new chat if you need asisstance.\nCustomer: OK, I brought in the other cameras. Am I able to unplug the one that we’ve already connected temporarily\nHuman Agent: Yes, you can unplug the camera.\nCustomer: Yea\nCustomer: I wasn’t having any luck connecting the camera three so I decided to work with Camera one and it looks like that’s getting ready to be connected through the zinc technique\nHuman Agent: It looks like that camera is online.\nCustomer: But it was asking me to name the camera which I put in a password next to the little key but above it is a time zone which I selected and then how do I get my name in on it? I’ll look to see if\nHuman Agent: You can type in a name for the camera if you want and then make sure the time zone is correct. You can also quit out of the setup if you do not want to change the name of the device.\nCustomer: OK, I figured that one out now. I just have to get the last camera to connect while it’s looking at the QR code. I tried it a couple times without much luck.\nCustomer: So it wants to be blinking green in order to read the QR code, right?\nHuman Agent: Yes, the camera will only read the QR Code when the light is flashing green.\nCustomer: Okayed it said device connected I’m all set. Thank you again.\nHuman Agent: You're welcome.\nCustomer: One more question\nHuman Agent: What is your question?\nCustomer: It said something about start a free trial, but I’ve already got a an account set up\nHuman Agent: You can ignore that. Your cameras are either already subscribed, or have had the free trial used already.\nCustomer: Yes, I think I have been paying 99 a year and just paid for another year if I’m not mistaking\nHuman Agent: To check the status of your subscription managed via Apple. Open the Settings app. Tap your name at the top. Tap Subscriptions, find the subscription then tap on it to see its status.\nCustomer: OK, got it. Thanks a lot. I probably will be signing off now this time for sure you take care.\nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: The camera won't read the qr code for setup. Solid blue light \nCustomer: -1\nCustomer: Solid blue light. Won't read qr code\nCustomer: -1\nCustomer: Set up\nCustomer: Representative\nCustomer: The camera won't scan the qr code for setup. It's got a solid blue light \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/414890b086_1_20241118173042.jpg\nCustomer: Can you read that?\nCustomer: It's kind of inaccessible right now\nHuman Agent: No, the picture is not in focus and is a bit blurry.\nCustomer: Ok hang on \nCustomer: D/static_file/a0d2fe5cfd_1_20241118173342.jpg\nHuman Agent: Thank you.\nCustomer: Now it's flashing green/blue\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nHuman Agent: The camera is already online and connected to a Wi-Fi network,. The camera will not read the QR Code when it is already connected. You will want to do a LAN Search in the app to try to add the camera to your account.\nCustomer: That worked thanks!\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I have 3 cameras. I connected 2 this morning with no problem. The third camera doesn’t blink green and it keeps saying it cannot connect to Zmd_sap\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Phone number please\nCustomer: Agend\nCustomer: Customer care agent\nCustomer: I changed the modem and my cameras don't work.\nHuman Agent: The cameras will need to be setup again with the new Wi-Fi information. The cameras on your account will use the QR Code setup method.\nHuman Agent: Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I have paid for the cloud and I don't want to lose what I paid for\nHuman Agent: You would not lose anything. The setup is not related to the Cloud Plans and does not cancel them.\nCustomer: Ok déjame tratar gracias \nHuman Agent: You're welcome."]
["Customer: I have 1 camera out of 6 that will not connect\nCustomer: Customer service \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I tried using the QR code . It briefly turned blue then back to green and red.\nCustomer: ZMD19A4IH514029\nCustomer: It is flashing green now \n\n\nHuman Agent: Lets take a look at it. If it changed to a flashing blue, that means that it read the QR Code, but failed to connect. Are you able to unplug the camera and plug it in next to the router or Wi-Fi extender that you are trying to connect the camera to?\nCustomer: I can plug it in 5 ft from router\nCustomer: Solid green \nCustomer: Now flashing green\nHuman Agent: Alright, if it stays flashing green, then lets try the QR Code setup again.\nCustomer: It flashed blue then green then blue and now flashing green. Message said connection timed out\nCustomer: Red dots flashed on now back to flashing green\nCustomer: Red dots again\nCustomer: Back to green flashing \nHuman Agent: We do not need to worry about the red lights, those are just the infrared lights for night vision. It is the green and blue light that we are looking at. If it changed to clue when you showed the camera the QR Code, that means that it read the QR Code.\nHuman Agent: Could you send a screenshot of the QR Code that you are showing to the camera?\nCustomer: D/static_file/ccd710342b_1_20240927144738.jpg\nHuman Agent: It looks like your phone may be connected to your 5 GHz Wi-Fi network. Can you go to your Wi-Fi settings and see if you can connect to your 2.4 GHz network?\nCustomer: I have no idea how to do that\nHuman Agent: Go to your phone settings and go to the Wi-Fi settings.\nCustomer: Yes\nCustomer: And\nHuman Agent: Do you see a list of available networks?\nCustomer: Yes\nCustomer: D/static_file/f3160dbcd4_1_20240927145126.jpg\nHuman Agent: Do you see a network that has a similar name to the network you are connected to, but without the _5 at the end?\nHuman Agent: Okay, yes, you will want to connect to the network named Ponderosa. That is very likely your 2.4 GHz network.\nCustomer: I don't have a password for that\nHuman Agent: It is usually the same as the password for your 5 GHz network.\nCustomer: Ok it says I'm connected \nHuman Agent: Then you will go back to the app and do the QR Code setup now that you are connected to your 2.4 GHz network.\nCustomer: It's live but does this mean I have to us this connection not the Ponderosa 5? I have 5 other cameras that are working fine\nCustomer: Working fine with the Ponderosa 5 network\nHuman Agent: No, it does not matter what network your phone is connected to once the camera is connected. The cameras are all connected to the Ponderosa network that you just connected to. You need to be connected to that network for the setup, because you are giving the camera that Wi-Fi information. Then the camera makes its own connection to the router. Once it is connected, you can connect your phone to whatever Wi-Fi network you want.\nCustomer: Ok thanks for the help\nHuman Agent: You're welcome."]
["Customer: I’m not home, and reset my WiFi password. Now my camera view isn’t available \nCustomer: Set up\nHuman Agent: Hello, my name is Grant. If you reset your Wi-Fi password, then you will need to reconnect the cameras with the initial setup to reconnect to the Wi-Fi network.\nHuman Agent: To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Speak with an agent\nCustomer: Hi Kylie. I think we got disconnected.\nCustomer: I was trying to transfer ownership of a camera from previous tenants into my account.\nCustomer: D/static_file/5de651b475_1_20250228110141.jpg\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  I did respond but due to no response from your side the chat closed. Both of the cameras you send me the ID's of are not tied to an account at all, can you try to add the devices to your account again and let me know if it still pops up with that message where it says its tied to an account or not?\nCustomer: I can try again, but I just did ~15 mins ago and received this error.\nHuman Agent: Okay, try again and let me know.\nCustomer: Can you see either of those cameras as online at all? Connected to any network? \nHuman Agent: We cant see the live video from cameras, however one of the 2 cameras is telling me its connected to a network and online yes. \nHuman Agent: Its this camera ZMD14GIDA229203 that says its online"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Help\nCustomer: -1\nCustomer: I try to setup my camera to new router\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Customer service please \nCustomer: 1\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Ok\nCustomer: Zmd13ghda249959\nCustomer: I have three cameras to set up\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Flashing green \nCustomer: It turn to flashing blue now and go back to green\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I try that it didn’t work \nHuman Agent: Well, lets give it another try here now that you have restarted the camera.\nCustomer: Ok I will try \nCustomer: Now\nCustomer: Not working \nHuman Agent: Can you send a screenshot of the QR Code that you are showing to the camera?\nCustomer: Ok\nCustomer: D/static_file/e339d43ce0_1_20240925100347.png\nCustomer: Hello \nHuman Agent: Can you go to your Wi-Fi settings and make sure that the network you are connected to is your 2.4 GHz network and not a 5 GHz or Guest network? Then tap on the settings button next to the network and tap on Forget this network. That will disconnect you from the network and it will show up in the list of available networks. Then you can tap on it and enter the Wi-Fi password to reconnect to the network.\nCustomer: Hello\nCustomer: Is someone there\nHuman Agent: Yes, I am and I responded to you. I will resend my response.\nHuman Agent: Can you go to your Wi-Fi settings and make sure that the network you are connected to is your 2.4 GHz network and not a 5 GHz or Guest network? Then tap on the settings button next to the network and tap on Forget this network. That will disconnect you from the network and it will show up in the list of available networks. Then you can tap on it and enter the Wi-Fi password to reconnect to the network.\nCustomer: I am using 2.4ghz\nHuman Agent: Okay, that is good. Now you will tap on the settings button next to the network and tap on Forget this network. That will disconnect you from the network and it will show up in the list of available networks. Then you can tap on it and enter the Wi-Fi password to reconnect to the network.\nCustomer: So if I forget the network that is 2.4ghz how I will recover it back\nHuman Agent: That will disconnect you from the network and it will show up in the list of available networks. Then you can tap on it and enter the Wi-Fi password to reconnect to the network.\nCustomer: But I use it for other cameras that I just send up now four of it that works\nCustomer: Only three that’s not working \nHuman Agent: Okay, that is fine.\nCustomer: I do it\nCustomer: So I hat next?\nCustomer: So what next?\nHuman Agent: If you are reconnected, then you will do the QR Code setup again. When you are entering the password in the app, you can tap on the eye icon and make sure it matches what you entered to reconnect to the Wi-Fi network and there are not any typos in it.\nCustomer: I do it again it’s not working \nCustomer: Why I set up other cameras up once\nHuman Agent: Alright, is the antenna screwed in securely to the camera?\nHuman Agent: Are you able to unplug the camera and then plug it in next to the router or Wi-Fi extender that you are trying to connect the camera to?\nCustomer: Yes\nCustomer: Yes\nCustomer: It now working any suggestions \nHuman Agent: It is now working? Or it is not working?\nCustomer: It not working \nHuman Agent: Okay, is the antenna screwed in securely to the camera?\nCustomer: Yes yes I have already answered this\nHuman Agent: I did not see your answer to that.\nHuman Agent: Are you able to unplug the camera and then plug it in next to the router or Wi-Fi extender that you are trying to connect the camera to?\nCustomer: Yes, it was next to each others include my phobe\nHuman Agent: Alright, if the camera is right next to the router, then you can try restarting the router. Unplug the router from power for 1-2 minutes and then plug the router back in. When the router finishes rebooting, then you will make sure your phone is reconnected to your 2.4 GHz network and then try the setup again.\nHuman Agent: You may also want to try using a different phone or tablet for the setup.\nCustomer: You’re not help out. I connect 4 cameras with the same process no problem\nHuman Agent: I understand you connected other cameras. However, we would need to troubleshoot why this camera is not connecting. That is what I have been having you do. Walking through different troubleshooting steps to determine what may be causing the issue and how to resolve it.\nCustomer: Thank anyway\nHuman Agent: You're welcome. Do not hesitate to contact us again if you would like any more assistance troubleshooting the camera."]
["Customer: Reset WiFi \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like all of your devices have updated to where they would now need to use QR setup. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: Help connect my camera \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. \n\nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Go to the Devices page of your app then hit the Add Device option below your device list. \n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: My code QR not found\nCustomer: Is not finding\nCustomer: The code QR isn't working 😕 \nCustomer: -1\nCustomer: My camera it's nothing recognized the Code QR, It's have nice conditions, good distance, good vision\nCustomer: The green leds this nice\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the devices you are trying to setup/reconnect, can you send me all the cameras ID numbers. The ID will start with ZMD or GSG. This is not the FCCID number so disregard that if you see it."]
["Customer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Smartlink typically is only used by our oldest devices. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Agent \nHuman Agent: How can I assist you?\nCustomer: Having problems with connecting cameras \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/e8379589f4_1_20241101164647.jpg\nHuman Agent: Thank you. Can you unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: Blinking green \nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Did that plenty of times blink blue then back to green \nHuman Agent: I understand. Lets try it again. And let me know if the light changes this time.\nHuman Agent: Could you also send a screenshot to the QR Code that you are showing to the Zmodo camera?\nCustomer: Didn't work \nCustomer: D/static_file/468fc5ecb9_1_20241101165402.png\nHuman Agent: Okay, it is a Location setting issue. When you are entering your Wi-Fi password it says \"Unknown SSID\" instead of the name of the Wi-Fi network. You will want to go to the phone settings and make sure that the Location is turned on. Then go to the permissions for the app in your phone settings and make sure Location is turned on. If there is a Precise Location, turn that on, too.\nCustomer: Ok let me try again \nCustomer: Still the same \nHuman Agent: Does it still say Unknown SSID on the screen where you are entering your Wi-Fi information?\nCustomer: No\nHuman Agent: Okay, can you send a screenshot of the new QR Code?\nCustomer: D/static_file/4f9144acae_1_20241101170337.png\nHuman Agent: Alright, can you go to the Wi-Fi settings on your phone and make sure that it is the 2.4 GHz network you are connected to? Once it is, tap on the settings button next to the Wi-Fi network and tap on Forget. That will disconnect you from the network, and it will show up in the list of available networks. Then you can tap on it and enter the Wi-Fi password to reconnect.\nCustomer: Ok\nCustomer: Did\nCustomer: Work thanks 👍\nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: I can’t get my camera set up\nCustomer: Troubleshooting\nCustomer: Ones blue. One red\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Other way to add devices \nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: I can’t add devices\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zkbbfs23nm\nHuman Agent: That is the FCC ID, not the Device ID. It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 19g4ih402727\nHuman Agent: That camera is showing as setup and online on your account.\nCustomer: I just have 3 ready but this one don let me add\nHuman Agent: It does not need to be added. As I mentioned, it is already on your account and it is online. You have already set it up."]
["Customer: Change wifi\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nHuman Agent: I apologize, please do not do the previous message, I sent the incorrect information. \n\nHuman Agent: Instead, in order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily."]
["Customer: do i have to delete all of the cameras from my current account to re add them?\nCustomer: customer representative \nHuman Agent: Hello, you've reached customer care, my name is Kylie. You don't have to delete cameras to set them back up again, you can just go through the setup without deleting them. \nCustomer: i just got a new router and am trying to get my cameras back on the account. i tried the QR code method to re add my cameras but i have older cameras so i they aren’t lighting up green or blue to scan the qr code. i’m not sure how else to do this \nHuman Agent: if you don't see any lights they may not be getting power properly, Have you tried plugging them into another outlet or swapping the cord on any of them?\nCustomer: yes\nCustomer: they were working perfectly fine before I change the router\nHuman Agent: Yes, whenever you change the router, password, or wifi name you have to go through the setup to reconnect the cameras, it looks like all the cameras on the account use the QR code setup. but if you are not seeing any lights from the camera it may not be getting any power so thats why they are not coming online.\nCustomer: I see a blue solid light, but it’s not scanning the QR code\nHuman Agent: If the light is a solid blue that means tis connecting to something. Whatever its connecting to though its not getting any internet. \nHuman Agent: Do you still have the old router plugged in or any wifi extenders?\nCustomer: Yes\nHuman Agent: Okay the cameras may be connecting to that, you cna try unplugging those so the cameras disconnect then you can do the setup again with the new network.\nCustomer: ok\nHuman Agent: Okay\nCustomer: i connected a new camera to the new wifi but it isn’t showing on my tv from the zmodo box\nHuman Agent: if the cameras are connecting they are not getting any internet, you can try to check the rotuers settings to make sure the firewall is not blocking or pausing them, if the old network is still being pushed out though the cameras may still be connecting to that not the new network. \nHuman Agent: it wont show on the NVR if the JNVR is not also plugged into the same rotuer for internet."]
["Customer: One of my cameras has not recorded anything since Oct 8th 2024 10:08am \nCustomer: Camera is not recording \nCustomer: Operator\nCustomer: Agent\nCustomer: Ok\nHuman Agent: Which camera are you having trouble with?\nCustomer: Driveway ZMD20IH9200763\nHuman Agent: That camera is showing offline, which means it is not getting internet access. Are you there with the camera to troubleshoot it?\nCustomer: Yes\nHuman Agent: Can you unplug the camera, plug it back in, and tell me if you see a light in the camera when you plug it back in?\nCustomer: It's going to take me a minute to reach it\nCustomer: I did not see a light. Would it be on the front face?\nHuman Agent: That is okay. Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'? Make sure your phone is within a couple of feet of the camera when you are checking for the ZMD_SAP network.\nCustomer: Ok. I did that before I contacted you but I was in the house. I will try again right next to it.\nCustomer: I was able to connect to the wifi\nCustomer: Yes\nCustomer: I was able to connect to the wifi. Now what\nHuman Agent: Okay, so you do see the ZMD_SAP network?\nCustomer: Yes\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera."]
["Customer: Troubleshooting\nCustomer: Hi, I'm trying to add my camera but it is not working.\n\nCustomer: -1\nCustomer: Live Agent \nCustomer: Hello \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How can I assist you today\nCustomer: I'm trying to add another camera to my account. It has a solid blue light but it not showing with my other cameras.\nHuman Agent: Okay can you send me the cameras Model and ID number?\nCustomer: Yes\nCustomer: ZMD17AJI8204839\nCustomer: Live Agent"]
["Customer: I need to reset my cameras arter i chanser my router \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you referring to the camera on your account currently? Is it's indicator light currently blinking green?\nCustomer: Can i do a manufacturer reset ? It feels like my router or the camera is blocking the connection \nCustomer: Yes it’s blinking green \nHuman Agent: If it's blinking green, that means it's ready for setup so there generally should not be any need to do a reset. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Thank you for the awnser, I just need to put my kids to bed and I will give it a try 😊\nHuman Agent: Okay, let me know if you would have any trouble when you do try later."]
["Customer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Smartlink is not compatible with your cameras. You'll instead want to use QR setup. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: We changed wifi \nCustomer: I Am unable to reconnect my doorbell\nCustomer: I need to reach out to customer support \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: It’s on the doorbell and it is stuck to my door \nCustomer: D/static_file/6f75433033_1_20241219170056.jpg\nHuman Agent: The doorbell is mounted on a bracket. It can be removed from the bracket. In fact, removing it would be a good idea as you can restart the doorbell and that often helps with setup.\nCustomer: How do I remove it ?\nHuman Agent: There are security screws that hold it to the bracket. If you have them installed, there will be either two on the bottom, or one on the bottom and one on the side. With those removed, it will come off of the bracket.\nCustomer: Okay let me try to remove it \nHuman Agent: If you are not able to, then can you tell me what light you see on the doorbell?\nCustomer: D/static_file/e85fbb72ef_1_20241219171320.jpg\nCustomer: D/static_file/d1efb530f8_1_20241219171346.jpg\nHuman Agent: Thank you. While the doorbell is removed from the bracket, can you press and hold the doorbell button until the light turns off? Then wait 30 seconds and put it back on the bracket.\nCustomer: Okay we are putting it back in bracket light is off \nCustomer: Light it blinking green \nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: It says unable to connect to ZMD_SAP it says failure \nCustomer: I have tried a few times already \nHuman Agent: Okay, lets try connecting to it again and in your Wi-Fi settings. Do you have the Wi-Fi settings open on your phone right now?\nCustomer: Yes \nHuman Agent: Okay, and do you see the ZMD_SAP network listed in the list of available networks?\nCustomer: It connected thank you \nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: My one of the z-Modo camera is solid blue. But it is not seen in the list of cameras. I am unable to add it . When I click ‘+’ and ‘tap here to add it” it says “ no existing device in the list”\n\nCustomer: How to reset the camera, just power off / on \nCustomer: All done still solid blue\nCustomer: -1\nCustomer: Solid blue . Router on/off, camera on/off. Not connected to network . Solid blue light on the camera after power on cycle green flashing/blue fashing / solid blue. \nCustomer: Ok thanks -will keep trying. Bye \nCustomer: Thanks bye\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you able to send me the cameras Model and ID number? I can check to see if the camera is online or not, if it is then I will be able to add it to the account for you. The ID will start with ZMD."]
["Customer: Real person please \nHuman Agent: How can I assist you?\nCustomer: Updated router and now can't get reconnect to cameras \nHuman Agent: To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Why Wi-Fi password has changed\nHuman Agent: Hello, my name is Grant. If you changed your Wi-Fi password, then you will need to setup the cameras with the initial setup method. The cameras on your account will use the QR Code setup.\nCustomer: Password has changed\nHuman Agent: Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: how to change new SSID and password  on Zmodo camera\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you are trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: zmd13f6D9002518\nHuman Agent: Thanks. This camera is already online, is your old network still up?\nCustomer: yes, but want to change to a different SSID\nHuman Agent: Okay, in the app you can go to live on the camera, then the settings gear in the top right, then the ... in the top right, then choose to reset the device. Once it is reset you can then go through the QR code setup which I've noted below to set it up onto the network you have your phone connected to at the time of setup. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: I dont have QR code just bar code\nHuman Agent: Please follow the instructions I provided as it generates a QR code in the app. \nCustomer: okay thanks, have a great day\nHuman Agent: No problem, feel free to let me know if you have any trouble with the setup."]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Is there any other way we can fix this issue ?\nCustomer: Agent \nHuman Agent: How can I assist you?\nCustomer: Our cameras do not have connection and we have difficulties scanning the QR code \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD19G1IHC05299\nHuman Agent: Alright, then you can try the QR Code setup. When you get the QR Code on your phone screen, hold the phone screen close to the Zmodo camera lens and slowly pull it back. Watch the light in the camera closely and let me know if it change from the flashing green at any point.\nCustomer: We've tried that multiple times but it's not working. It's still blinking green.\nHuman Agent: That is fine. Can you try it again and when you get the QR Code on your phone screen, hold the phone screen close to the Zmodo camera lens and slowly pull it back. Watch the light in the camera closely and let me know if it change from the flashing green at any point.\nHuman Agent: Can you also send a screenshot of the QR Code that you are showing to the camera.\nCustomer: Thank you so much, it now works!\nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: No add device button on app\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You can go to Devices, then Add device to add or set up devices. \nHuman Agent: It looks like the only one on your account that is currently offline on your account is Pool Side Area. Is that the one you're trying to set up?"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Won't connect \n\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\n\nCustomer: Zmd1\nCustomer: The rest of the number has rubbed off\nHuman Agent: There should be more letters/numbers.  Please let me know the entire ID\nHuman Agent: Does it show the model of camera that you have?\nCustomer: zp-ibh23-w\nHuman Agent: zp-ibh23-w cameras usually use QR code setup.  Is the indicator light blinking green right now?\nCustomer: No \nCustomer: Solid blue\nHuman Agent: Solid blue means the camera is connected to something on your network.  You could try setting it up to your account using the solid blue setup method. \n\nMake sure your phone is connected to 2.4GHz wifi (the same router that the cameras would connect to) then on the Zmodo app tap on the +sign in the upper right corner then tap near the bottom of the screen where it says \"tap here to add it\".\n\nCustomer: Ok went to the old app to see the * sign look at bottom of page found the add it did it still did not work it said could not find\nHuman Agent: Is your phone connected to 2.4GHz wifi?\nHuman Agent: What old app?\nCustomer: The old zmodo app not the new one app u guys just put out let me check to see if I'm connected to 2.4ghz\nHuman Agent: okay\nCustomer: Just to make sure how do I know I'm my phone is connected to 2.5ghz\nHuman Agent: You may have a couple options you can choose from.  One may have a 5G at the end, most likely it would be the other one.\nHuman Agent: If you don't have a 2.4GHz wifi channel setup yet on your router you can contact your router manufacturer or internet service provider for help getting that setup.\nCustomer: Can't find it so I guess my camera are just paper weights now but I appreciate your help"]
["Customer: Set up\nCustomer: Do you spoke Spanish \nCustomer: Agent\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?\nCustomer: Hola quiero que me ayudes a saber cómo ponerles el nuevo internet a las camaras\nCustomer: Por qué se cambió de contraseña \nCustomer: Y por más que busco como no encuentro \nCustomer: Gracias \nCustomer: Hola \nHuman Agent: Configuración del código QR\n\n1.Verifique la compatibilidad de la red:\n\nAsegúrese de que la red WiFi esté funcionando en la frecuencia de 2,4 GHz y que el teléfono con el que está realizando la configuración esté conectado a esa red, ya que esta es la red a la que se conectarán las cámaras.\n\n\n\n2.Acceda a la configuración del código QR:\n\nAbra la aplicación y vaya a la página de inicio. Toque el signo más ubicado en la esquina superior derecha, luego seleccione la opción Código QR.\n\n\n\n3.Iniciar la instalación:\n\nToque \"Iniciar instalación\" o \"Siguiente\" en la parte inferior de la pantalla para comenzar el proceso de configuración.\n\n\n\n4.Ingreso de contraseña de WiFi:\n\nSiga las instrucciones en pantalla. La aplicación le pedirá que ingrese su contraseña de WiFi. Recuerde que la contraseña distingue entre mayúsculas y minúsculas.\n\n\n\n5.Generar código QR:\n\nDespués de ingresar su contraseña de WiFi, toque \"Siguiente\" y aparecerá un código QR en la pantalla.\n\n\n\n6.Coloque la cámara:\n\nAlinee la lente de la cámara con el código QR que se muestra en la pantalla de su teléfono con aproximadamente 8 pulgadas de espacio entre ellas. La cámara leerá automáticamente el código QR.\n\n\n\n7.Nombre del dispositivo (solo configuración por primera vez):\n\nSi esta es la configuración inicial, la aplicación le pedirá que le dé un nombre al dispositivo para identificarlo fácilmente.\nHuman Agent: Aquí están las instrucciones de configuración, todas sus cámaras usan la configuración del código QR"]
["Customer: Set up\nCustomer: Camera will not scan QR code.  Internet password is correct. Close to router.  Have reset router.  Unplugged Camera more than 5 minutes.\nFYI Camera being moved to different place with different network \n\n\nCustomer: Yes to all questions \nCustomer: Ok\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are setting up? \nCustomer: Camera will not scan QR code from phone\nHuman Agent: The ID will be listed on a sticker on the camera and will start with ZMD or GSG\nHuman Agent: What is the device ID on the camera you are setting up? The ID will be listed on a sticker on the camera and will start with ZMD or GSG\nCustomer: ZMD24EMH6000476\nHuman Agent: ZMD24EMH6000476 is the indicator light solid blue?  \nCustomer: Yes\nHuman Agent: are you wanting the camera connected to email roysterslake@yahoo.com?\nCustomer: Yes\nHuman Agent: one moment\nHuman Agent: The camera is now bound to your account.  If you refresh the screen or log out and back in again you will see it on your account.\nCustomer: Ok. Will try it.\nThanks \nHuman Agent: You're welcome"]
["Customer: How do I get the network to pair the cam to my phone \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: How to change my WiFi password \nCustomer: How to change my WiFi password on my camera \nHuman Agent: Hello, you've reached customer care, my name is Kylie. The setup your cameras on this account can use is the QR setup and the Zink setup, To get the cameras back online you would go through one of those setups with the cameras to reconnect them."]
["Customer: Troubleshooting\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you trying to set up a new camera or reconnect one that was previously set up before?\nCustomer: Reconnect \nCustomer: I have four one of them turned blue and connected  the other three wont\nCustomer: Hello \nHuman Agent: Okay, I only see one camera bound to this account, did the camera that turn blue and connected the camera on the account here the one named porch? or did the solid blue camera add to your account?\nCustomer: The one that connected is called porch\nCustomer: The other 3 just blink green and never connect\nHuman Agent: Okay, can you send me the 3 cameras ID numbers? I will be able to look them up in the system and see what setup method they use, its very possible that they don't use the Zink setup and the setup has changed and I can check into that. The ID number will be on each cameras sticker, it would start with ZMD or GSG, it is not the FCCID number. \nCustomer: Zmd13cm68245930\nCustomer: Zmd13cm68252351\nCustomer: Zmd13cm68252389\nHuman Agent: Great, One moment while I look up all 3 of these cameras. \nHuman Agent: For all 3 of those cameras, the only setup they use is the Zink setup, Theres something I would like for you to do with me to see if it will help the setup, Can you unplug all 3 of the offline cameras, then only plug 1 back in, once it boots up and flashes green again search for the ZMD_SAP network in your phones wifi settings, connect to it first, then try to go to the app and start the setup, As you go through the setup let me know if you have any trouble, if you do not and make it to the end where its sending out the setup signal to the camera let me know and keep a close eye on those lights to see if they react at all or what they do. Make sure while you do all this as well that your line of sight and within 10 feet of the camera as well."]
["Customer: Troubleshooting\nCustomer: Everytime I scan the arcade to connect the zmodo it says invalid code \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. We will be closing in 10 minutes at 6pm CT. I would be happy to continue to assist you until then, but the chat will close at that time. If you would like a callback, you may schedule one via the button below. If you would prefer an email follow up instead, please let me know and provide an email you would like me to reach out on tomorrow. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and scan the QR code I send after this message. \n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nHuman Agent: D/static_file/ffa1d2e673_1_20250205175100.png\nCustomer: It won't scan it\nHuman Agent: Can you provide the QR code it generated in the app? Does the camera not blink blue at all when you show the code?\nCustomer: I'm gonna try again\nI will contact you tomorrow if I can not get it\nHuman Agent: Okay, have a good evening!"]
["Customer: .. I  am having problems with re assignment on an outdoor camera .. I purchased a new camera and assigned it to the old camera number .. now I'm trying to setup the old camera, but qr code isn't working\nCustomer: .. color is solid blue, but won't connect to phone ..\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZK8-BFS23NM\nHuman Agent: That would be the FCC ID, not the Device ID. It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZP-IBH27-W\nHuman Agent: That is the Model. Is there a barcode on that same sticker on the camera?\nCustomer: Zmd1912ih402717\nHuman Agent: Thank you. It looks like that camera is connected toy our Wi-Fi network, so you will want to try to add it back to your account with a LAN Search in your app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: .. Oops\nZMD19I2IH402717\nCustomer: .. let me try it, hand on ..\nCustomer: .. it asked to be connected to Lan  which the camera is not\nHuman Agent: The camera would be connected to the LAN when it is connected to the Wi-Fi network.\nCustomer: .. ok, it tells me it is not connected \nHuman Agent: What do you see on the app when you try the LAN Search?\nCustomer: .. I got it .. I needed to point phone towards camera and Wham it got it 👍.. thanks for the help ...\nHuman Agent: Pointing the camera in a different direction would not affect it. Sometimes you need to tap on Search Again or restart the camera to help. I am glad you were able to add the camera to your account. Do you have any other questions?\nCustomer: .. No thanks, have a great week ..\nHuman Agent: You have a good week, too."]
["Customer: Can’t connect to my Wi-Fi and message not supported by app\nCustomer: Can’t get to network settings on app at all\nCustomer: Hello!\nHuman Agent: Hello, you've reached customer care, my name is Kylie. To reconnect the camera you would go through the setup, I would like to look up the camera to see what setup options it can use. Could you send me the cameras Model and ID number? the ID wills start with ZMD. \nHuman Agent: The code you would scan to begin the setup would of been the one on the startup booklet, the code on the camera is not used for the setup so it will display that message. Once I have the ID and Model I can see what setup the camera uses and send you the QR code you can scan to begin the setup no problem.\nCustomer: ZMD26JV19201499,ZMD24IEH237707,ZMD24IEH9237752\nHuman Agent: Perfect, One moment.\nHuman Agent: D/static_file/3e7bd6393b_1_20250122093423.png\nCustomer: ZMD24IEH9237707 CORRECTION \nHuman Agent: Here is the QR code you can use for all of the cameras you sent the IDs for. you would scan this code to begin the QR code setup.\nHuman Agent: If you have trouble with scanning the code within the meshare app just let me know I can also email it to you or you can if you have a printer, print it out physically. \nCustomer: Not working\nHuman Agent: What happens when you scan the code does it start the setup? or are you having trouble with scanning the code I sent?"]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nHuman Agent: I want to let you know that the Live Chat support will close in 10 minutes. If we run out of time, I will send you an invitation to schedule a callback."]
["Customer: Trying to change WiFi network on cameras\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: We change our WiFi and the camera are not working now how do I fix it\nCustomer: How do I do that\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, my name is Grant. The cameras on your account will use the QR Code setup.\nHuman Agent: Open the Smartz Eaze app and tap on Devices. Tap on Add Device and follow the instructions in the app. It will ask you to enter the Wi-Fi password and then you will get a QR Code on your phone screen. Align the camera lens with the QR code on your phone screen, hold the phone screen close to the camera and pull it back to 8-10 inches."]
["Customer: Camera light blinks then turns blue but it doesn’t connect to the app\nCustomer: -1\nCustomer: The light is solid blue but not connected to the app\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID on the camera? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD."]
["Customer: Set up\nCustomer: i am trying to set up my 1080 Full HD indoor/outdoor security camera. i was wondering which setup i use?\nCustomer: green\nCustomer: the light is green\nCustomer: can i speak with a real person?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Is that camera's green light blinking? If so, what is the ID of the camera? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \nCustomer: i need help setting up my camera\nHuman Agent: Okay. \nCustomer: the light is green\nCustomer: blinking green\nHuman Agent: Okay, thanks. And what is the ID of the camera? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \nCustomer: D/static_file/fd2738bc8f_1_20240920093932.jpg\nCustomer: did you get the picture?\nHuman Agent: Yes, one moment. \nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\n\nCustomer: the QR code is not scanning\nHuman Agent: So it does not go to blinking blue at all after you hold the code in front of it?\nCustomer: correct \nCustomer: D/static_file/2ad0be3f3e_1_20240920094852.png\nHuman Agent: Please restart it, make sure it is not on an extension cable, make sure the red night vision light is not on when scanning, and ensure your phone's brightness is up. If there is too much glare on your phone screen or there is damage to your screen over the code, that could also prevent it from being read. \nCustomer: okay"]
["Customer: Hola \nCustomer: Set up\nCustomer: Set up\nCustomer: Quiero conectarme las camaras\nCustomer: Como las conecto\nCustomer: Quiero informacion para conectarme \nCustomer: Agente\nCustomer: Buenas \nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Es esta una cámara nueva o una que ya has configurado antes?\nCustomer: Ya se habia usado\nCustomer: Nad mas que cambie de correo y telefono\nCustomer: Y ya puse otro nuevo para volver a ponerlas\nHuman Agent: ¿Puedes enviarme este modelo de caemras y número de identificación? Esto estará en la etiqueta de la cámara y comenzará con ZMD.\nCustomer: D/static_file/888112ef6e_1_20241212162113.jpg\nCustomer: Hay  esta\nHuman Agent: Pude encontrar esta cámara, actualmente está vinculada a una cuenta diferente, ¿tienes acceso a esa cuenta?\nCustomer: Si\nHuman Agent: Bien, para esta cámara usaría la configuración del código QR o la configuración Zinks, hay una prueba que puedes hacer para determinar cuál. Debes desconectar y enchufar la cámara, una vez que parpadee en verde, entonces te acercarás y abrirás la configuración wifi de tu Phoens, buscas en la lista un wifi llamado ZMD_SAP, si lo ves allí, entonces la cámara usará la configuración ZInk, si Si no lo veo, entonces la configuración sería la configuración QR."]
["Customer: How to change the WiFi settings \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: I got a new router just need to change wife on my cameras \nCustomer: I need help setting up my cameras with new internet \nCustomer: Can you send me those steps plz\nCustomer: Blinking green\nCustomer: Perfect \nCustomer: What do I do\nCustomer: Set up\nCustomer: Can you send me new setup steps plz\nCustomer: Where do I go to configure \nHuman Agent: Hello, my name is Grant. To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Do I need to reset cameras to default \nHuman Agent: No, the cameras are offline, so they cannot be reset. You would set them up with the initial setup method."]
["Customer: Is not picking up the channel for this device\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you trying to reconnect your offline camera? In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: i am having zmodo dvr so i want to connect to mobile \nHuman Agent: Hello, you've reached customer care, my name is Kylie. For DVRs we no logner support them on the Zmodo app directly. If you are wanting to connect it to mobile you would need to do a process called Port forwarding and use a third party app such as Meye, or Isee to view the footage instead, for that process we are unable to provide assistance though."]
["Customer: It's not working \n\nCustomer: Trying to put my 2ed device on\nCustomer: 1\nCustomer: Not working \nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: I have a camera which I set up yesterday, but the camera did not work so I deleted it and now it shows a steady blue light but I cannot get it setup.  \nCustomer: how to I reconfigure it - I have already tried power cycle, WIFI is good (other cameras are working).  \nCustomer: I have tried that but when I use the QR code method, it times out all the time.\nCustomer: I believe it flashes blue, then sometimes changes to show green then goes back to flashing blue\nCustomer: What does that mean - it isn't getting connected when I use the QR code metthod.  How do I recongifure the device? \nCustomer: Have done all that\nCustomer: What should I do next? \nCustomer: can I speak to a representative? \nCustomer: Model is ZP-IBH23-W\nCustomer: FCC ID is ZK8-BFS23NM\nCustomer: Another number is ZMD17A617549321\nCustomer: I need to speak to someone who can help me get the camara setup. \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: I already told you it has solid blue light now; but when I try the QR method, it shows blinking blue and sometimes one green light then back to blinking blue. \nCustomer: See earlier chat - I provided the number\nCustomer: ZMD17A617549321\nHuman Agent: Can you double check the 1 between 6 and 7, could it be an i? \nCustomer: could be I (upper case i)\nHuman Agent: Can you press the plus sign on the top right down at the bottom select the option that states \"Wired camera or wifi camera already solid blue? tap here to add it\" tap there and let me know if it shows the camera/s.\nCustomer: IT says no existing devised found on the LAN\nHuman Agent: Okay let me know if it goes to flashing green? \nCustomer: It is now flashing green\nCustomer: can i try to set it up again now using the QR method? \nHuman Agent: Yes \n\nCustomer: Thank you - it is working now!  YEah!\nHuman Agent: You're welcome, is there anything else we can help with today? \n\nCustomer: No - thank you so much! \nHuman Agent: I hope you have a great day! \n\nCustomer: You too!"]
["Customer: Blue light OK and\n\n\n\n\nCustomer: Device BLUE light on\nCustomer: Flasing BLUE light \n\n\n\nCustomer: -1\nCustomer: Blue flash ing light \n\n\nHuman Agent: Hi my name is Wendy.  Please provide the device ID on your camera. Check the sticker on the device, which might start with ZMD or GSG.  \n\n\nCustomer: ZP-IBH27-W\nHuman Agent: The ID will start with ZMD.  Could you please provide the ID?\nHuman Agent: D/static_file/d40d02705e_1_20241004111100.png\nCustomer: ZMD19121HA19960\nHuman Agent: Is this a new camera? or has it been setup before?\nCustomer: New\nHuman Agent: QR code instructions: \n\nIf the indicator light on the camera is blinking, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: I did everything you mention but app stops when Reading QR code and the câmera blinks BLUE light \nHuman Agent: Blinking blue means the camera is trying to communicate with your router.  when connected the indicator light will switch to solid blue.\nHuman Agent: Does setup time out? or just stops when holding the qr code in front of the camera lens?\nCustomer: I know that but can nota fixa Thais issue \nHuman Agent: Reboot your router.  Unplug the router for 3 minutes.  While the router is unplugged, unplug the camera.  After 3 minutes plug the router back in, when its back online plug the camera in.\nCustomer: Set UP time out but BLUE light still blinkiing\nHuman Agent: Reboot your router.  Unplug the router for 3 minutes.  While the router is unplugged, unplug the camera.  After 3 minutes plug the router back in, when its back online plug the camera in.  When the indicator light starts blinking again then go through QR code setup again.\nCustomer: Will try \nHuman Agent: ok"]
["Customer: Set up\nCustomer: Customer service \nCustomer: Hi I'm trying to set up I held the camera 8 inches and the light turned blue but nothing else happened \nHuman Agent: Is the light solid blue or just flashing blue?\nCustomer: Flashing green solid blue then back to green \nHuman Agent: Once it is solid blue, it generally would not change again unless the wifi network were to go out or no longer be in range. It would more likely have been flashing green there. What is the ID of the camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: It did stay solid xod a moment zmd19h318d24753\nCustomer: So what happens once it's blue?\nHuman Agent: Solid blue would typically mean it is connected. If it's only going blue for a moment, that sounds more like flashing blue. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: What is the 2.4ghs network?\nHuman Agent: That would be the 2.4Ghz wifi network you want to set your cameras up onto. We do not know your wifi networks or which is 2.4 if you have more than one, but generally you'll just want to avoid any networks of yours that say something like 5G or 5Ghz in the name. If it becomes relevant later we can assist with testing. \nCustomer: I'm using the house wifi the 2.4ghz isn't popping up on available network \nCustomer: Can someone please call me \nHuman Agent: Are you saying you only have a network that is specifically labeled as 5Ghz? \nCustomer: I don't know \nHuman Agent: What is the name of the wifi network and is it your only wifi network?\nCustomer: It is home-3354 and yes \nHuman Agent: Okay, that does not say 5Ghz or anything like that in the name so you're likely fine. You'll want to continue the QR setup I had sent instructions for and if it does not connect, please send me a screenshot of the QR code the app generates in the setup. \nHuman Agent: Regarding calling, we do have callbacks available, but only to be scheduled for a future time slot. If you would like a callback, please let me know a good date, time slot, and US phone number for the callback. We have callbacks Mon-Fri 9am-12pm and 1pm-5pm CT excluding holidays in 1 hour blocks where an agent would call sometime within that hour. \nCustomer: Okay so don't connect to the 2.4ghz?\nHuman Agent: You said you only have one network so that network you mentioned is likely either 2.4Ghz or has both under the same network name and password. \nCustomer: I got it thank you \nHuman Agent: You mean you were able to get it connected then?"]
["Customer: Set up\nCustomer: Setup do not wotk\nCustomer: QR fails\nCustomer: All 100%\nCustomer: What payment information?\nCustomer: K\nCustomer: My camera do not wotk\nCustomer: -1\nCustomer: ZMD18FlLIG507724\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD18FlLIG507724\nCustomer: It’s steady Blue light\nCustomer: It’s not connecting\nHuman Agent: Then you will want to do a LAN Search in your app to add it to your account.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: It’s saying no LAN found\nCustomer: It do not work\nCustomer: It’s solid blue\nHuman Agent: Alright, let me sync and restart the camera. You will see the light change to solid green and then it will reboot and should go back to solid blue. When it does, try the LAN Search process again. You can tap on Search Again a couple of times as it can take a minute or two to find it after it reconencts.\nCustomer: It’s solid green now\nCustomer: It’s blinking green now\nCustomer: Blinking blue\nCustomer: Solid blue\nCustomer: Did Search again nothing\nCustomer: It do not connect\nHuman Agent: Alright, can you unplug the camera and leave it unplugged?\nCustomer: Done\nCustomer: It’s unplugged\nHuman Agent: Thank you. You can plug the camera back in. I rebound it back to your account.\nCustomer: Okay now?\nCustomer: Hello?\nHuman Agent: Did you get my message after you said you unplugged the camera? I will send it again.\nHuman Agent: Thank you. You can plug the camera back in. I rebound it back to your account.\nCustomer: It’s plugged in\nCustomer: Solid blue\nHuman Agent: That is good. Then you should be able to see live video from the camera. The device will be named \"Smart device\" but you can change that in the settings.\nCustomer: Thank You!\nHuman Agent: You're welcome."]
["Customer: Agent\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: Not anything in the history today I chatted last night and still can’t get my cameras on\nCustomer: I reset my WiFi password and now I can’t get my nvr to change from solid green. My cameras will go from flashing green to blue then back and forth between flashing green and blue\nHuman Agent: If you changed your Wi-Fi password, then you will need to reconnect the cameras with the initial setup method. \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I left my nvr unplugged last night. I have reset it and tried as much as I can\nCustomer: Zmd13eha1000271\nHuman Agent: That is your NVR system. You would need to setup the cameras. Could I have the Device ID of the first camera you are working with?\nCustomer: I have tried to scan the code to set up and use the zink\nCustomer: Zmd12am68205171\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Flashing green \nHuman Agent: Could you please check your phone's Wi-Fi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Found it\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home Wi-Fi network name (SSID) and Wi-Fi password. Afterwards, you will need to connect your phone back to your home Wi-Fi network to access the camera.\nCustomer: Ok one sec\nCustomer: Said it failed \nCustomer: Camera is going back and forth between flashing green and blue\nHuman Agent: Alright, there could be a few reasons for that. Could you unplug all of the cameras that you have and then plug in just the one camera that you want to setup? That way we know you are seeing the ZMD_SAP network from that camera and not one of the other cameras.\nCustomer: Ok\nCustomer: Done\nHuman Agent: With just the one camera plugged in, could you look for the ZMD_SAP network in your Wi-Fi settings?\nCustomer: Do you want the nvr plugged in or unplugged \nHuman Agent: The NVR does not matter. The NVR is unrelated and does not connect to Wi-Fi or make the ZMD_SAP network.\nCustomer: Ok\nCustomer: So want me to try again. I went to settings and can see the zmd_sap\nHuman Agent: Yes, you can try the Zink setup again.\nCustomer: Ok be right back\nHuman Agent: Make sure your phone is within a couple of feet of the camera throughout the setup process.\nCustomer: Still said failure. I’m sitting next to the camera \nHuman Agent: Does the app give you a list of networks to choose from when it asks your for your Wi-Fi SSID and password? Or do you have to type in your network name manually?\nCustomer: I have to type it in. It also goes straight to failure unless I change my internet back to WiFi then it spins for a bit and then fails \nHuman Agent: Well, you do not want to change your Wi-Fi network off of the ZMD_SAP network. You will also want to turn off your Cellular Data or Mobile Data on your phone that you are using for the setup.\nCustomer: Ok let me try to turn off cellular \nCustomer: I will try again\nHuman Agent: Good, and if you still get the Failure message, then you can try restarting the app and phone and even uninstalling and reinstalling the app.\nCustomer: I uninstalled last night   Turned my phone on and off  still got an instant failure. \nCustomer: Should I try to turn the phone off and on again?  Will I lose you if I do?\nHuman Agent: Yes, you should try the things I suggested again. Especially with the Cellular Data turned off. The Live Chat support will remain open for at least 7 minutes and if it times out, then you can always open a new chat.\nCustomer: Ok I will be back\nCustomer: I just tuned my phone off and on\nCustomer: Tried again and same thing failed \nHuman Agent: Make sure your Cellular Data is still turned off. And can you send a screenshot of the screen right when you get to the step that asks for your Wi-Fi SSID and password? And then can you send one of what you get when it fails?\nCustomer: Ok just a sec\nHuman Agent: Does it give you a list of networks to choose from with your cellular data turned off now?\nCustomer: No\nCustomer: D/static_file/c4f0cc7762_1_20250204134843.png\nCustomer: D/static_file/276c788bdd_1_20250204134901.png\nHuman Agent: Okay, that may be an issue, because it should be giving you a list to choose from. You do not have to tap on Manual Setup at any point, correct?\nHuman Agent: And you do have a password for your Wi-Fi network, correct?\nCustomer: It doesn’t have me tap on manual it just does it\nCustomer: It was in there not sure why it didn’t show up\nHuman Agent: Okay, then lets try using either a different phone or tablet for the setup, or trying to setup a different camera.\nCustomer: Ok one sec\nHuman Agent: Actually, really quick, could you just unplug this camera and check for the ZMD_SAP network?\nCustomer: Yeah\nCustomer: Unplugged it’s gone\nHuman Agent: Good, then lets continue with the troubleshooting and try either another phone or tablet or using another camera.\nCustomer: Ok I’m getting the app on my pad\nHuman Agent: If you are going to try another camera, then make sure you leave this camera unplugged.\nCustomer: Ok\nCustomer: D/static_file/38179c65d4_1_20250204135905.jpg\nCustomer: I turned off the cellular data and used the same camera this is what came up\nHuman Agent: Alright, and do you get the same Failure message?\nHuman Agent: And is the tablet still connected to the ZMD_SAP network? Or does it automatically disconnect and reconnect to your Wi-Fi network?\nCustomer: It went to failure \nCustomer: When I went to settings it was on wifi\nHuman Agent: You're Wi-Fi or the ZMD_SAP Wi-Fi network?\nCustomer: Wifi\nHuman Agent: They are both Wi-Fi networks. Which Wi-Fi network are you connected to?\nCustomer: Home network \nCustomer: D/static_file/9b847bb02c_1_20250204140551.jpg\nCustomer: It’s now on zmd_sap and this is what I get\nHuman Agent: Then that may be part of the issue. Since it should not reconnect unless the camera gets your Wi-Fi information to try to connect. \nHuman Agent: What is the name of your Wi-Fi network? Because the screenshots you have sent have two different names entered.\nCustomer: As soon as I push the button \nHuman Agent: Is it still connected to ZMD_SAP even after it says Failure?\nCustomer: Netgear02\nHuman Agent: Is it like that with just the uppercase N and the rest lowercase? And there are no spaces, dashes, underscores, or other characters in it?\nCustomer: On my modem it’s all caps but either way I get the same. \nHuman Agent: Okay, but it is case sensitive. Can you go to your Wi-Fi settings?\nCustomer: D/static_file/fd69549278_1_20250204140911.jpeg\nHuman Agent: Okay, so it will need to be in all capital letters then. Can you tap on the little settings button next to your Wi-Fi network name and then tap on Forget this network? That will disconnect you from the network and it will show up in the list of available networks. Then you can tap on it and enter the Wi-Fi password to reconnect.\nHuman Agent: Do you have another network with a similar name, like \"NETGEAR02-2G\" or \"NETGEAR02-5G\" or anything similar?\nCustomer: I have the NETGEAR02-5G\nCustomer: I don’t click on it\nHuman Agent: Alright, that is fine. The NETGEAR02 is your 2.4 GHz network then, and that is what the cameras would want to connect to. Did you tap on the settings button next to your network, forget the network, and then tap on it and enter the Wi-Fi password to reconnect?\nCustomer: Yes\nHuman Agent: Then you can tap on the settings button again and either turn off the automatic reconnect or forget the network again and then try the Zink setup again.\nHuman Agent: We want to be sure it is not disconnecting from the ZMD_SAP network and connecting back to your Wi-Fi network during the setup.\nHuman Agent: If that does not work, then you can try the setup with another device.\nCustomer: D/static_file/9abe18658a_1_20250204141847.jpg\nHuman Agent: That shows you are not connected to the network. Did you forget the network a second time?\nCustomer: I logged in then forgot it again and this is what comes up when I click on it\nCustomer: Do I just log in again\nHuman Agent: You can and then turn off the automatic reconnect.\nCustomer: Ok got it\nCustomer: I will try again\nCustomer: It’s working \nHuman Agent: What are you seeing now?\nHuman Agent: Is the camera online?\nCustomer: Yeah \nHuman Agent: Good, then you can try going to the next camera, plug it in, and try the same setup.\nCustomer: Ok I will do that\nCustomer: I will get back later if I need help \nHuman Agent: Please do not hesitate to contact us if you need any more assistance then.\nCustomer: Thank\nCustomer: You\nCustomer: Do I need to keep doing 1 at a time ?  I was trying to do my 2 that are close together and it won’t let me also do I need to unplug the one that is set up\nHuman Agent: You would do them one at a time and you do not need to unplug cameras that are already connected.\nCustomer: Ok\nCustomer: So the one I got connected had the ssid to choose from now I have to type it in and it won’t work  I tried to forget the home internet again and it didn’t work\nHuman Agent: Can you go to the Wi-Fi settings and tell me what network you are connected to?\nCustomer: Netgear02\nHuman Agent: Okay, so then it sounds like you did not forget the network or turn off the automatic reconnect on it.\nCustomer: I relogged in\n\nHuman Agent: Then check the settings and make sure you have the automatic reconnect turned off or forget the network.\nCustomer: I just forgot again and then turned off trying again \nCustomer: Got the second one\nHuman Agent: Alright, good. Then you can keep doing the same setup for the other cameras.\nCustomer: Can you tell me how to keep all my camera on the same time?  They always move around \nHuman Agent: I am not sure what you mean. You are not able to keep all of your cameras online at the same time?\nCustomer: Off and on 1 or 2 cameras will sho am while the others are on pm. This was before the reset\nHuman Agent: The time on the cameras would be controlled by the NVR. So you can try resyncing the time zone by changing the time zone on the NVR and changing it back.\nCustomer: Ok thanks\nHuman Agent: You're welcome."]
["Customer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: Hi Dillon, my name is Craig and I'm trying to reactivate two of our cameras. I was able to do one yesterday, but today when I get to the part of selecting the ZMD_SAP it won't connect. Keep getting \"connection failure\" can you help me...\nHuman Agent: Are the cameras on your account named s hangar and spider the ones you're currently trying to set up?\nCustomer: Yes\nHuman Agent: Okay, please unplug both, plug one back in, then stay within 10 feet of the camera in the same room and try the setup again. \n\nIn order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\n\nCustomer: OK... I'll give that a try, thanks\nHuman Agent: No problem, let me know if you have any trouble."]
["Customer: Troubleshooting\nCustomer: Can someone call me please?\nCustomer: Okay \nCustomer: Can someone please call me on my mobile phone please?\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: I want to set up my camera in my house remotely and I was told that it was a way to do that by setting up the camera in my house remotely\nCustomer: Can I set up my camera when I'm not at home?\nCustomer: Can I speak to an agent please?\nHuman Agent: Unfortunately, you would need to be with the camera to connect it to your Wi-Fi network and app.\nCustomer: With the type of cameras that I have, which setup would be best for the type of cameras that I have?\nHuman Agent: The cameras on your account are currently already connected. Some use the QR Code setup and others use the Zink setup."]
["Customer: Set up\nCustomer: I have a new wifi router and want to change the wifi ID and password \nCustomer: I can not do that. Is there a phone number that I can call \nHuman Agent: Hello, you've reached customer care, my name is Kylie. After changing the wifi, name, password or outer you would have to go through the setup with the cameras to reconnect them that is the only way so you will have to go through the setup if you want the cameras to come back online on the network again. \nCustomer: I’m not to good good with computers. Hoe do I change the ID and password\nCustomer: How do I go through the set up. \nHuman Agent: Okay as I said before you cant just update the Wi-Fi name and password you have to go through the setup. You wouldn't use a computer for the setup you would use the app, the setup the cameras take is a setup called Zink I will get the setup directions for you.\nHuman Agent: Zink setup\n\n1.Check Network Compatibility:\n\nEnsure that the W-iFi network you want to connect the camera/s to, is operating on the 2.4GHz frequency.\n\n\n\n2.Access Zink Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the Zink option.\n\n\n\n3.Initiate Installation:\n\nEnter the number of devices you are trying to set up, tap on the check mark or next.\n\n\n\n4.Connecting to the ZMD_SAP\n\nTap on \"Tap Here to begin set up\" follow the onscreen instructions. The phone may warn you this network has no internet.\n\n\n\n5.Wi-Fi Password Entry:\n\nThe app will prompt you to select or enter your Wi-Fi name (SSID) and enter the Wi-Fi password. Remember the Wi-Fi and password are case sensitive.\n\n\n\n6.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nHuman Agent: If you have any trouble with any of those steps just let me know where in the setup you have trouble and what happens so I can help you. \nCustomer: Ok. Thank you\nCustomer: Hi, it says unable to connect to Zmodo-zap\nHuman Agent: Sometimes it can take a few tried to connect to the network, phones give a bit of pushback because that network is coming from the camera and has no internet, I recommend trying at least 4 times to connect when this happens, if it still fails then turn off your phones cellular data/mobile data then try to connect\nCustomer: Hi. I think I got it. The blue light is on and it’s working. Thank you for your help\nHuman Agent: Fantastic that's great news, glad to be of help have a great day."]
["Customer: Troubleshooting\nCustomer: may i speak to a c\nCustomer: may I chat with a tech please\nCustomer: -1\nCustomer: I would very much like to chat with a tech please\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: How do I get each individual camera to show on my phone so that when I want to just check activity on one camera I can go to that specific angle.  Also when it was like that I could check back through the event and there would be a short few seconds video of that event.  Somehow I am not able to do that now.\nCustomer: They are all listed under \"Home\" only.\nCustomer: And it is a still picture only.\nHuman Agent: It looks like you had deleted the cameras off at some point. Are you there at the location? If so, please connect your phone to the wifi the cameras are on, hit the plus in the top right of the home page, then at the bottom tap \"tap here to add it\" to search the network for cameras that are already connected. \nCustomer: Yes.  I will try that.\nHuman Agent: Okay.\nCustomer: It is asking me to connect the mobile device to the wireless network.  What does that mean?\nHuman Agent: Connect your phone to the same wifi network you set the cameras up onto. Currently it seems to be indicating you're not connected to wifi. \nCustomer: But I get the \"home\" events where all the cameras are listed that have had an event and the time.\nHuman Agent: I'm not sure what you're referring to. Right now though you'll want to turn on your phone's wifi and connect to the wifi network you have the cameras on, then follow the setup option I mentioned to scan that network for available cameras to add so that you can add the cameras back to the account so that you have more than just the NVR listed. \nCustomer: ok.  I guess I need to come at this from the wi-fi angle.  Is there a way to print this conversation so that I can refer back to it for the instructions.\nHuman Agent: Not directly, you could potentially take screenshots though. \n\nCan you go to your wifi settings on your phone and make sure wifi is on and that you're connected to the network you set the cameras up onto?\nCustomer: From my illiterate understanding I think they are.\nHuman Agent: Okay, so in your wifi settings it shows that the wifi is on and it shows that network as the current or connected network? If so, do you still get that error in the app when you try the setup?\nCustomer: I believe so.  Since I can see the cameras on the home page on the phone wouldn't that indicate that I am connected\nHuman Agent: No, you see the NVR on your home page because you have the NVR on the account and you can see the cameras when you hit live because the cameras are connected and going through the NVR. Please check the wifi from the wifi settings of your phone, not from the Zmodo app. \nCustomer: My general settings on my phone are connected to the home wi-fi and it is on.\nCustomer: I am sure the problem then is with my home wifi.  I really never had any problems with the cameras until the internet provider was changed.  It has been very frustrating and disappointing to work with.\nCustomer: I will work on this from the internet aspect and if necessary I can get back in touch with you next week.\nHuman Agent: Okay, and you're still getting a message to connect to your wifi in the app? If so, I could try adding the devices for you, but they will initially be set to central time since that is where I am located so if you are in a different time zone you'll need to change it after. I see 4, is that the total amount that you have connected?\nCustomer: Yes.  But I think I should not waste any more of your time until I get this wifi straightened out.  Or we will have to go through this all again.  \nHuman Agent: The cameras are already online, they just weren't on your account. If you believe you have a wifi issue, you can certainly check into it, but at least currently the devices should be functional. \nHuman Agent: Okay, I've added them all with the basic name \"Smart Device\". If you want to rename them or change the time zone, you can hit live on one of them on your app's home page, hit the settings gear in the top right, then the ... in the top right. From there you can choose the name or time zone options. You'll want to make sure not to choose to reset or remove the device from there. \nCustomer: If it is a simple task for you to help me with and do that would be appreciated.  I really missed not being able to hone in on a certain camera last night.\nHuman Agent: If you do not see the cameras on your home page right away, you may refresh by placing your finger in the middle of the screen while on the home page, pulling down, then letting go to refresh. \nCustomer: Ok.  Thank you.\nHuman Agent: Yeah, it's no problem, I'm happy to help. Please check their status now and let me know if you need any other assistance there. \nCustomer: They are all there.  You all make this look so easy.  Oh to have half your knowledge.  Thank you so much.\nHuman Agent: No problem, is there anything else I can help you with for now?\nCustomer: No thank you.  You have been very helpful and did more than I could have expected.  Thank you again.\nHuman Agent: No problem, feel free to reach back out if you need any further help in the future. Have a good weekend! \nCustomer: Oh Thank you.  And you too.  Just be safe!!"]
["Customer: My wifi password changed how do I reconnect my camera \nCustomer: I cant seem to figure how to do that\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nHuman Agent: To set up the cameras on your account you will use the QR code method. Open the app and tap on Devices and then tap on Add Device. Follow on-screen instructions and the app will ask for your Wi-Fi password. A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Camera\nCustomer: Live agent \nCustomer: Hey Kylie I tried to reconnect my camera and the app said they don’t support it anymore so do I just need to cancel my subscription \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nHuman Agent: Okay, let me look up your account to see how you have subscribed, one moment. \nCustomer: Okay thanks \nHuman Agent: Also if your trying to scan the code on the camera that is not the code you would scan for the setup, you would scan the code on the startup guide to start the setup.\nCustomer: I no longer have the setup guide and I use to just scan it or type the information in \nHuman Agent: I dont see any cameras tied to this account and didn't find the subscription. Are you able to send me the cameras Model and ID number? \nHuman Agent: The ID number will start with ZMD.\nHuman Agent: I can send you the QR code for the setup after I look up the camera so you can try to connect it with the correct code.\nCustomer: I apologize I’m not around them right now can I chat back later to give that information \nCustomer: I also deleted the camera trying to set them back up but couldn’t \nHuman Agent: Okay, Once you are able to send that then we can send you the setup QR code in the chat or in email. We can also look up the device and cancel the subscription if you still desire that once we have the ID number as well. \nCustomer: Okay thank you so very much \nHuman Agent: Thank you as well, have a good day.\nCustomer: You as well"]
["Customer: Connecting new wifi\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Can't set up cameras \n\n\nCustomer: Can't set up\nCustomer: Cameras flashing green and can't set up through app\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device, can you send me all the cameras ID numbers. They will start with ZMD\nCustomer: Did all that.  Did not work \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device, can you send me all the cameras ID numbers. They will start with ZMD\nCustomer: You see this ?\nCustomer: Hello ?\nHuman Agent: Yeah, I replied\nCustomer: You did ?\nHuman Agent: I said \"Hello, you've reached customer care, my name is Kylie. I will need to look up the device, can you send me all the cameras ID numbers. They will start with ZMD\n\" Twice as you were not responding.\nCustomer: I sent pic of camera with that imfo\nCustomer: Do you not see that ?\nHuman Agent: I dont see the picture at all, I dont think it sent.\nHuman Agent: Try again\nCustomer: D/static_file/d94d6b6217_1_20250107164052.jpg\nCustomer: See that ?  Showing on my chat \n\nHuman Agent: I can see this photo you just sent, one moment while I look up the device.\nHuman Agent: For this camera it uses the Zink setup only, have you tried to go through that setup with the camera at all?\nCustomer: Many times \nCustomer: Can't I talk to someone ?\nHuman Agent:  We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\nCustomer: I think I need to schedule a call as I've read up on this and tried it several times. It is not reading the camera\nHuman Agent: Okay, I will send you the call scheduler now, when submitting a callback don't put any spacing or dashes in the phone number area, let me know if you have trouble submitting the callback"]
["Customer: Troubleshooting\nCustomer: Camera switches between flashing green and flashing blue \nCustomer: So what do I do now\nCustomer: If camera is flashing green and flashing blue what do I di\nCustomer: My camera is flashing green and flashing blue. What do I do? \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you are trying to set up? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \nCustomer: 14EUDA258801\nCustomer: I also have 4 others with the same problem\nHuman Agent: Okay, thank you. Could you please send a screenshot of the QR code you're using for setup?\nCustomer: I sent 2 messages?\nHuman Agent: I have not gotten a reply to my last message. \n\n\"Okay, thank you. Could you please send a screenshot of the QR code you're using for setup?\"\nCustomer: D/static_file/12e09646c7_1_20241015164823.png\nHuman Agent: Thanks. Is this a 2.4Ghz network?\nCustomer: Did you receive that? \nHuman Agent: The QR code? Yes, I said \"Thanks. Is this a 2.4Ghz network?\"\nCustomer: I believe so but how could I double check if it is\nHuman Agent: Is it your only network or do you have more than one network name broadcast from your network? If it's the only one, you likely have both a 2.4Ghz network and a 5Ghz network with the same name and password which would be fine. \nCustomer: I have 2 and currently on the 2.4 \nHuman Agent: Okay, please try going to your wifi settings on your phone, forget your 2.4Ghz network, then reconnect to it when it comes back. You will have to re-enter the password. If you do not have to enter the password, it was not forgotten. \nCustomer: Might have been a wrong password but I’ve figured it out \nHuman Agent: Okay, if you were able to reconnect to your wifi after getting the correct password, please try the QR setup again. \nHuman Agent: Using the password that you were able to reconnect to your wifi with. \nCustomer: Okay I have one connects I’m gonna try the rest\nHuman Agent: Okay."]
["Customer: Set up\nCustomer: Outdoor WiFi ip camera setup\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to setup? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: ZMD32CH62217339\nHuman Agent: It looks like this is already bound to another account where the email begins with kj and it is at gmail.com, is that familiar to you?\nCustomer: I picked these up resale lot like a garage sale. They might be connected with the previous wonder \nCustomer: Previous owner*\nCustomer: I have a set of 4 here \nHuman Agent: Okay, I would need to contact the previous owner to request permission to unbind the devices. They would have 30 days to reply. If they reply and approve or do not reply in the 30 days, I could then unbind them. If they reply and deny the request, I would not be able to proceed. What are the other 3 device IDs so I may check whether they're already bound or if you can go ahead and set them up?\nCustomer: ZMD32CV62225238\nZMD32CV62227934\nZMD32CJ62223301\nHuman Agent: Thank you. Those 3 are unbound and may freely be set up, though all 4 are on very old firmware to where it may take a few extra steps to get them going. I'll send you instructions for the setup and will go ahead and send the unbind request on the 4th. Is gordonchong12@gmail.com good to reach you on once that process has finished?\nHuman Agent: In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\nCustomer: The Email is correct \nHuman Agent: Okay, thank you. Once the process has finished I'll reach out to you there. In the meantime, you may use those instructions to set up the other 3. Feel free to let me know if you have any trouble with a particular part and I'd be happy to help further. \nCustomer: Sounds good I’ll give it a try \nCustomer: Thank you so much \nHuman Agent: No problem."]
["Customer: Hola cambie la contraseña del Internet que debo hacer para conectar las cámaras de nuevo \nCustomer: No me acuerdo \nCustomer: Agente\nCustomer: No tengo las instrucciones de como conectar las cámaras al wifi\nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon. Para configurar su cámara, primero deberá asegurarse de que su teléfono esté conectado a la red de 2.4 Ghz en la que desea configurar la cámara y que la cámara esté encendida y con su luz indicadora. brillante. Una vez hecho esto, puede ingresar a la aplicación y seguir las instrucciones a continuación.\n1) Presione el signo más en la parte superior derecha de la página de inicio y seleccione la opción Código QR\n2) Continúe hasta llegar a la página donde le solicita la contraseña. En esa página, asegúrese de que aparezca el nombre de su red después de donde dice \"Su(s) dispositivo(s) se conectarán\". Si no, por favor hágamelo saber.\n3) Ingrese la contraseña de su red. Tenga en cuenta que distingue entre mayúsculas y minúsculas.\n4) La siguiente página mostrará un código QR en la pantalla del teléfono que deberá mostrar a la cámara sosteniéndolo a entre 6 y 8 pulgadas de la lente de la cámara. Si lo lee, la luz indicadora de la cámara debería comenzar a parpadear en azul.\n5) Si tiene éxito, la luz indicadora debería volverse azul fija y la aplicación le pedirá que le dé un nombre al dispositivo si aún no está en su cuenta (de lo contrario, puede salir de la configuración en este punto si ya la tenía encendida). su cuenta).\nSi la cámara no se vuelve azul fija después de aproximadamente 30 segundos de mostrarle el código QR, tome una captura de pantalla del código QR y envíela aquí para que la verifique.\nHuman Agent: Cerraremos en 1 minuto a las 6 p.m. CT. Estaré encantado de seguir ayudándote hasta entonces, pero el chat se cerrará en ese momento. Si desea una devolución de llamada (solo disponible en inglés), puede programarla a través del botón a continuación. Si prefiere un seguimiento por correo electrónico, hágamelo saber y proporcione un correo electrónico al que le gustaría que me comunique mañana.\nHuman Agent: Actualmente no estamos disponibles para soporte por chat en vivo, pero puede comunicarse con nosotros por correo electrónico support@zmodo.com. Nuestros nuevos horarios de disponibilidad son:\n\n- Lunes a viernes: de 9 a 12 horas y de 13 a 18 horas CST\n*Excluidos días festivos\n\nTambién puede comunicarse nuevamente con el chat fuera de nuestro horario para hablar con nuestro chatbot de IA Mira, quien puede ayudarlo a solucionar algunos problemas. También envié un formulario de programación de devolución de llamada donde puedes hacer clic en el botón en el chat para programar una devolución de llamada para una fecha futura si lo prefieres. Las devoluciones de llamada solo están disponibles en inglés en este momento. \n\nGracias por entender."]
["Customer: How to reconnect after change the WiFi password \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like your mini wifi cameras would use the QR setup while the other camera would use the Zink setup. I would recommend restarting them all, then starting with the QR ones as they may also pull the Zink one online without you having to go through it's setup. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Wifi help\nCustomer: How do I speak with a live person \nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\n\nCustomer: I installed a new wifi yesterday and need to update my 7cameras, how do I complete this? \nHuman Agent: To reconnect the cameras you would go through the setup process with them.\nCustomer: And how do I do that\nHuman Agent: It looks like the cameras on the account can use the QR setup or the Zink setup, I would recommend rebooting the cameras first by unplugging and plugging them in then do the QR setup first.\nHuman Agent: I can send you directions for the QR and Zink setups, one moment.\nCustomer: That would be great.\nHuman Agent: QR setup steps\n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nHuman Agent: Zink setup steps\n\n1.Check Network Compatibility:\n\nEnsure that the W-iFi network you want to connect the camera/s to, is operating on the 2.4GHz frequency.\n\n\n\n2.Access Zink Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the Zink option.\n\n\n\n3.Initiate Installation:\n\nEnter the number of devices you are trying to set up, tap on the check mark or next.\n\n\n\n4.Connecting to the ZMD_SAP\n\nTap on \"Tap Here to begin set up\" follow the onscreen instructions. The phone may warn you this network has no internet.\n\n\n\n5.Wi-Fi Password Entry:\n\nThe app will prompt you to select or enter your Wi-Fi name (SSID) and enter the Wi-Fi password. Remember the Wi-Fi and password are case sensitive.\n\n\n\n6.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nHuman Agent: Let me know if you have any trouble with the setup or have any questions.\nCustomer: Ok give me a few minutes\nHuman Agent: Okay, the chat will not time out as long as you check in and message after 5 minutes. If there are 5 minutes without a response it will send a warning before the chat closes. \nCustomer: How do I verify my network has 2.4g\nHuman Agent: that's a bit tricky. sometimes in the name of the wifi itself it will say 2g or 2GHZ at the end, but sometimes it will not. Normally if the network is a 5GHZ only network though it will have a 5 at the end of the Wi-Fi name or show as 5.0GHZ so if you don't see that you can try the setup. \nCustomer: Ok we are all set one camera connected and the remainder just kicked in thank you for the assistance.\nGo Bills!\nHuman Agent: fantastic, that's wonderful. Go Bills! Have a great day!"]
["Customer: My camera is stuck solid blue\nCustomer: Agent\nCustomer: My camera is stuck blue after deleting from my account, can you reset it?\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: I changed internet providers and now my cameras are not working. How do I fix this?\nCustomer: My son set them up and he lives in Texas now. Don't know what to do. \nCustomer: I don't have instructions for setup.\nCustomer: Blinking green\nCustomer: How do I do that?\nCustomer: Setup and configuration?\nCustomer: The light is blinking green. What is the next step?\nCustomer: How do I proceed with the setup process for the camera?\nCustomer: The next step.\nCustomer: Can I speak to a live person in technic support please?\nCustomer: Agent\nCustomer: Thank you\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZH-IXY-Y1D\nHuman Agent: That is a Model Number. IYou would want to check the bracket or stand of the camera for the Device ID. It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: The other number is the FCC ID\nCustomer: Nothing starting with ZMD\nHuman Agent: Yes, it is not on the same sticker as the Model and FCC ID. It would be on the stand or bracket of the camera.\nCustomer: Ok I need to leave to take grandkids to school. I will try again later\nHuman Agent: Please contact us again and we would be happy to help."]
["Customer: Troubleshooting\nCustomer: I did all that \nCustomer: I need help setting up \nCustomer: Blink green \nCustomer: I did all that \nCustomer: I need to chat with support \nCustomer: Okay \nHuman Agent: In our last chat after you let me know it was blinking green, I said \"Okay, please do the instructions I provided for QR code setup if you have not done them since unplugging it and if it does not work, please send me the QR code. A camera generally should not return to only blinking green just from unplugging though and would normally reconnect when plugged back in. Did you possibly reset it in the app?\"\nCustomer: D/static_file/f45ac14c51_1_20250214164858.jpg\nHuman Agent: Thank you. Is this a 2.4Ghz network? Also, it looks like there may be damage to the screen overlapping with the code. It may be best to screenshot it and move it down to an undamaged portion of the screen. \nCustomer: I unplugged and plugged back again but nothing happens \nHuman Agent: Okay.  Is this a 2.4Ghz network? Also, it looks like there may be damage to the screen overlapping with the code. It may be best to screenshot it and move it down to an undamaged portion of the screen. \nCustomer: Okay let me try again \nHuman Agent: Okay. \nCustomer: I just did what you suggest me to do but still the same\nHuman Agent: Okay, I had asked is this a 2.4Ghz network previously. Do you know if this is a 2.4Ghz network that you're trying to use for setup?\nCustomer: I'm sorry I did not see that I think is a 2.4 ghz\nHuman Agent: Okay, is this your only network or does your router produce more than one wifi network?\nCustomer: That the only network \nHuman Agent: Okay, please go to your wifi settings on your phone, forget that network there, then when it reappears tap on it to reconnect. You will need to enter the wifi password again to reconnect. If it does not have you enter the password, it was not properly forgotten. Please let me know if you are able to reconnect after entering the password again there to reconnect. \nCustomer: I'm here \nHuman Agent: Okay. \nCustomer: I'm working on it.\nHuman Agent: Alright. \nCustomer: I just reset the Wi-Fi I put the QR in front of the camera led is blue \nCustomer: But the screen not switching \nHuman Agent: The camera's indicator light is solid blue or just flashing blue? It still seems to be offline at the moment. \nCustomer: Can you reset the device from your end \nHuman Agent: No, the device is offline. \nCustomer: I don't understand\nCustomer: Why \nCustomer: When I put the QR led light switch to blue but doesn't do anything else \nHuman Agent: Because when the device is not connected to your internet, it does not have internet access. So we do not have any way to communicate with it from our end when it is offline. \nHuman Agent: Are you meaning just flashing blue? That means it read the code, but if it doesn't reach a solid blue, it did not connect due to some issue with the information it was given. We had been working on forgetting your wifi network and trying to reconnect your phone to it, have you done that? \nCustomer: Yes just flashing blue \nCustomer: Yes I did everything that you said \nHuman Agent: Okay, I had asked you to forget the wifi network, reconnect after entering the password, then let me know if you were able to reconnect. When you returned you seemed to be in the middle of setup instead though. If you forgot the wifi network and reconnected after re-entering the wifi password, is that the same password you're using during setup in the app?\nCustomer: Jess, I'm here\nHuman Agent: Okay. \nCustomer: Thanks \nCustomer: All done\nHuman Agent: I'm unsure what you're referring to. It looks like you deleted the camera from your account."]
["Customer: Set up\nCustomer: I cant istall my cameras\nCustomer: 1\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: hi\nCustomer: how can i reset the wifi on a device\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and scan the QR code below when prompted.\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nHuman Agent: D/static_file/d55cefa7d0_1_20241122154951.png"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Troubles for change the wifi\nCustomer: Ok thanks \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Hi- I have used my camera for the past four years. I recently moved and tried connecting it to my new internet, but it wouldn’t work. So I deleted the camera from my app and tried to repair it. I keep getting a message saying the app does not support the device. Is there a new app?\nCustomer: My app is up to date and I no longer have the manual or box for my camera \nHuman Agent: Hello, you've reached customer care, my name is Kylie. It sounds like for the setup you scanned the code on the camera, this code is not sued for starting the setup and that's the issue your running into, The code you would scan is in the startup guide booklet that originally came with the camera, do you still have that at all? \nHuman Agent: D/static_file/aba736f099_1_20241202114312.png\nHuman Agent: Here is the QR code you can scan to begin the setup. You would scan this code then it will begin the QR Setup from the app after that. \nHuman Agent: Let me know if you have any trouble. \nCustomer: Hello?"]
["Customer: Set up\nCustomer: When can I set up Wi-Fi \nCustomer: In my application don’t see Wi-Fi setting \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: D/static_file/31689f2590_1_20241029102515.png\nHuman Agent: I apologize, the instructions would be a bit different for you. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Go to Devices on the home page of the app, scroll down, hit Add Device, then Get Ready once your location permission is allowed and you are connected to your 2.4Ghz wifi network.\n2) On the next page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Cuál e ala página para abrirla en mi pc? \nCustomer: Cuál es la página web \nHuman Agent: Deberías hacer esto en la aplicación de tu teléfono."]
["Customer: Hello Mira can you tell me how update my new wi fi\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like all but your Front Door camera would use the QR setup. I'd recommend restarting that camera, then set up the rest with the instructions below. When others are set up, they'll share the information with other nearby cameras so you may be able to get the Front Door in that way as well. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: My zomoto camera is missing off my phone and I cannot put it back.How do I do this?Is all drinking a green libut?The picture is not on my app\nCustomer: This is a doorbell camera.Of course.Is powered on.It's just flashing a green light.But the thing for the app is not showing the camera\nCustomer: The doorbell camera does not have a plug is directly into the electricity.What are you talking about\nHuman Agent: Hi my name is Wendy.  Blinking green means the camera is in setup mode and ready to be setup.  The doorbell will use Zink setup\nHuman Agent: Zink doorbell setup:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup. Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nCustomer: I.\nDid that and zinc won't keep saying?That set up time has run out and it hasn't set up the camera\nHuman Agent: Zink won't keep saying? I'm not sure what you mean.  Can you explain in more detail?\nCustomer: And I put it in zinc load. The camera will show a blinking light. I will hold the Dick at the 5 foot distance so that it can download information. The phone will save from the app. Setup time is over. Try again, check your password to make sure it's correct.  Password is absolutely correct\nHuman Agent: You are right next to the camera when going through setup?\nHuman Agent: You are able to connect to the zmd_sap network?"]
["Customer: Troubleshooting\nCustomer: My cameras aren’t updating and I’m unable to view \nCustomer: Speak with agent \nHuman Agent: The cameras on your account are offline. They would need to be online in order to view video. Are you there with the cameras to troubleshoot them?\nCustomer: Yes \nHuman Agent: Could you please go to one of the cameras, unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Green for one \nHuman Agent: Is the light solid green or flashing green?\nCustomer: And the other one as well, flashing for both \nHuman Agent: Okay, lets stick with one camera. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/997766a209_1_20250124151004.jpg\nHuman Agent: Is the light still flashing green on that camera after you unplugged it and plugged it back in?\nCustomer: Yes \nHuman Agent: That means the camera is ready for setup. To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: D/static_file/c09eeccc49_1_20250124151242.jpg\nCustomer: And for this one? \nHuman Agent: Lets start with the first camera.\nHuman Agent: Then we can move to the other camera.\nCustomer: Okay let me go set it up \nCustomer: If I leave the chat the conversation won’t end? \nHuman Agent: You can come back to the chat.\nCustomer: Okay I went up the camera it’s back to working \nHuman Agent: Good. It looks like both cameras are online.\nCustomer: Perfect thank you, does it show if they are updated? \nHuman Agent: You can start the firmware update by tapping on Live for the camera. It should prompt you to update if there is an update available.\nCustomer: Perfect both are working thank you so much \nHuman Agent: You're welcome.\nCustomer: Hi\nCustomer: The front camera is acting up \nHuman Agent: Can you give me more details about the issue you are having with the camera?"]
["Customer: Set up\nCustomer: Need help setting up the camera \nCustomer: Green light to blue but nothing happens \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: D/static_file/feb2d25aa3_1_20250214162353.jpg\nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: I did all the steps already but I unblocked the camera by accident and I plugged back again and now is not working \nHuman Agent: Do you mean you unplugged it by accident? What is the current indicator light status on the camera? I'll need to know color and whether it is blinking or solid. \nCustomer: Blinking green\nHuman Agent: Okay, please do the instructions I provided for QR code setup if you have not done them since unplugging it and if it does not work, please send me the QR code. A camera generally should not return to only blinking green just from unplugging though and would normally reconnect when plugged back in. Did you possibly reset it in the app?"]
["Customer: Troubleshooting\nCustomer: Yes hi I have a new wifi and I'm trying to connect the camaras and it keeps saying no connect \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: I'm still having problems \nHuman Agent: Okay, were you able to get the screenshot I mentioned of the QR code?"]
["Customer: Troubleshooting\nCustomer: Buen día necesito ayuda con las camaras\nCustomer: Cambien de red wifi y ahora no puedo conectarlas\nCustomer: Ya hice todo eso\nCustomer: Se cambió de red wifi ya hice los procedimientos para instalarlas de nuevo pero no funcionan \nCustomer: Ya se hizo también intente borrar los dispositivos cambien correo y aun no se puede \nCustomer: Necesito contactar a soporte tecnico\nCustomer: Agente\nCustomer: Agente \nHuman Agent: ¿Cómo puedo ayudarte?\nCustomer: Buen día tengo problemas para instalar mis cámaras cambie de compañía de Internet y no me a permitido cambiar los dispositivos \nHuman Agent: Deberá configurar las cámaras con el método de configuración inicial para conectarse a una nueva red Wi-Fi. Las dos cámaras de su cuenta utilizarán el método de configuración del código QR.\nHuman Agent: Abra la aplicación y haga clic en el ícono \"+\" en la esquina superior derecha, luego seleccione Código QR. Elija \"Iniciar instalación\" o \"Siguiente\" en la parte inferior de la pantalla para iniciar la configuración. Siga las instrucciones en pantalla, ingrese su contraseña de WiFi (recuerde que distingue entre mayúsculas y minúsculas) y toque \"Siguiente\". Se generará un código QR. Alinee la lente de la cámara con el código QR en la pantalla de su teléfono, dejando aproximadamente 8 pulgadas de espacio entre ellas.\nCustomer: Ya se hizo todo ese proceso"]
["Customer: Tech support please\nCustomer: Agent\nCustomer: Agent\nCustomer: Agent\nCustomer: Thanks Grant.  \nHuman Agent: How can I assist you?\nCustomer: I have a 360 I’m trying to hook up.  \nI tried a year ago but gave up.  \nI know how to do it but it’s acting weird.  \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I power it off and on.  \n\nWiFi good and it goes through its boot sequence.  \nCustomer: I deleted it and tried to reinstall. \nCustomer: I am handicapped and can’t go up and down the ladder.  \nCustomer: I have one 360 hooked up and working.  \nCustomer: I didn’t think to save the data. \nHuman Agent: If you removed it from the account, then the Device ID would let me look up the camera.\nHuman Agent: What light do you see on the camera?\nCustomer: None\n\nAfter the boot sequence I was holding up the QR code and it started rotating.  \n\nI thought it was hooking up.  \n\nIt doesn’t appear on the app though. \nCustomer: Then I came in to text you and I powered off and then on.  \n\nStill no lights. \nCustomer: D/static_file/d8c8793c2b_1_20241113131327.png\nCustomer: It used to have garage on there.  \n\nIt didn’t appear after I set it up.  \nCustomer: No light at all\nHuman Agent: Okay, you can try a LAN Search to see if the camera is connected to the Wi-Fi network.\nCustomer: How?\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: Ok\n\nI will try now.  \nCustomer: Working like a champ!\n\nThanks a ton!\nHuman Agent: You're welcome.\nCustomer: Have a great day!\nHuman Agent: Thank you. You have a good day, too."]
["Customer: Camera not s\nCustomer: Camera not scanning \nCustomer: Didn't work\nCustomer: Okay\nCustomer: Connect to live agent \nCustomer: Okay\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD15INI4223233\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Blinking green\nCustomer: Now blue\nCustomer: It's going green and blue\nHuman Agent: So right now it flashes green for several seconds, then changes to flashing blue for several seconds, then repeats back to green?\nCustomer: Yes correct \nHuman Agent: That means it is ready for setup. Lets try the QR Code setup again. When the light is flashing green, hold the phone screen close to the Zmodo camera lens and pull it back. Watch the light closely in the camera lens and let me know if it changes.\nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the Zmodo camera?\nCustomer: Okay sure one sec \nCustomer: D/static_file/0f06f81693_1_20250310133358.jpg\nCustomer: Still going back and fourth between green and blue\nHuman Agent: Okay, so there is a problem with the Location settings on your phone. When you are entering the Wi-Fi password on the previous screen it says \"Unknown SSID\". That means the app cannot see your Wi-Fi network. So you will want to go to your phone settings and make sure the Location is turned on. \n\nThen in your phone settings there will be app settings and you will want to go to the Zmodo app to check the Location permissions. Make sure that you give the app permission to use your location while using the app. And if you have a Precise Location setting, then that needs to be turned on, as well.\nHuman Agent: You can also check the Display settings. You can turn off Dark Mode. Also check for Eye Comfort Shield or any other blue light filter settings and turn them off. Then check the font size and make sure it is setup to default or smaller and if you have a Bold Font setting, make sure that is turned off.\nCustomer: Okay perfect it worked \nCustomer: Thank you so much \nHuman Agent: You're weelcome.\nCustomer: The other camera is not turning on at all when I plug in \nHuman Agent: It could be an issue with the power adapter for that camera. First, can you try covering the front of the camera to block any light to the camera and the sensor and let me know if you see the infrared lights turn on?\nCustomer: Solid green\nCustomer: Now blinking blue\nHuman Agent: The light will change from blinking blue. If it changes to blinking green, then you will do the same setup for the camera as you did for the first.\nCustomer: It's making a weird clicking sound\nHuman Agent: Okay, what light do you see in the camera?\nCustomer: Solid green \nHuman Agent: Did you unplug it and plug it back in again? Or did it change back to solid green on its own?\nCustomer: Both are working \nCustomer: Thank you for your help \nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: Hi I’m trying to set up this camera again and I scan the QR code on the camera and it says it’s not supported.\nCustomer: Ok!\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD26JVI9201024\nHuman Agent: Do you still have the quick guide that came with the camera?\nCustomer: No I do not\nHuman Agent: Okay I can send you the QR code you need to start the set up. Do you have another phone to do the set up with so we can continue the chat on this device. If not do you have a computer that can display the QR code if I email it to you. If so what is the best email to send it to?\nCustomer: Yess I do\nCustomer: I don’t see an email \nCustomer: Please send \nHuman Agent: What email do you want me to send it to? You did not give me an email address to send it to.\nCustomer: nemessssisss@gmail.com\nHuman Agent: I have sent you the email with the QR Code. Tap the \"+\" icon on the app home screen in the top right. Make sure your camera is powered on and flashing green. Tap Start Installation at the bottom of the screen. Scan the QR code included in this email when prompted by the app. Follow on-screen instructions, input your WiFi password, and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Okay!"]
["Customer: I need to reconnect my cameras as follows:\nCustomer: Negative\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \n\nCustomer: I have deleted all of the cameras. Now they do not want to reconnect. I scheduled a call but no callback. \nCustomer: There are 8 cameras\nHuman Agent: You scheduled your callback between 11am and 12pm CT. It is not yet that time. \nHuman Agent: What is the ID of the camera you are wanting to start with? \nCustomer: ZMD19I2IH4O7879\nZMD19I2INA18845\nZMD19G4IHA19385\nZMD19I2IHA27846\nZMD19H2IHA17979\nZMD19G4IH419413\nZMD19I2IHA18358\nZMD19I2IH408475\n\nThese are my cameras.\nCustomer: Hello\nHuman Agent: Thanks. It looks like most of these are online. One moment and I'll add them to your account with basic names. \nCustomer: That will be fine\nHuman Agent: Alright, I've added them all, though the one ending in 475 is still offline so I've named it offline for now. If that one is flashing green, it can be set up using QR setup. For the others, I'd recommend testing their live view and then hitting the settings gear in the top right of the live view, then the ... in the top right of the settings, and then you can use device name to adjust the name. They will have added with our time zone, central time zone, so if that is not correct, you can also choose the device time zone option there to adjust the time zone on each. \nHuman Agent: Also, it is now time for your scheduled callback and I would be the one calling you. Would you like to swap to me going ahead and calling or continue here for now?\nHuman Agent: If you do not see the devices on your home page of your app, you can also pull down on the home page to refresh."]
["Customer: Camera not connecting\n \n\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: when i scan my camera it’s saying device not supported\nCustomer: camera blinking green\nCustomer: need help\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: ZMD57DRI7902694\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: green\nCustomer: blinking green\nHuman Agent: Which app are you currently using?\n\n \nCustomer: SHO\nCustomer: is there another app i should be using?\nCustomer: every time i scan the camera it says device not supportef\nHuman Agent: Do you still have the quick guide that came with the camera/s?\n\nCustomer: no\nHuman Agent: Okay I can send you the QR code you need to start the set up. Do you have another phone to do the set up with so we can continue the chat on this device. If not do you have a computer that can display the QR code if I email it to you. If so what is the best email to send it to? \n\nCustomer: this is the same app i had when i set the camera up the first time\nCustomer: josephscurry77@gmail.com\nHuman Agent: Sent. Tap the \"+\" icon on the app home screen in the top right. Make sure your camera is powered on and flashing green. Tap Start Installation at the bottom of the screen. Scan the QR code included in this email when prompted by the app. Follow on-screen instructions, input your WiFi password, and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will scan the QR code on the phone screen."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: I hace a problem, muy can it's works, please help me\n\nCustomer: Can web speak un hispanih, because I do note speak english, thank \nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon. Lo siento, no estoy muy seguro de lo que quisiste decir antes. ¿Estás intentando configurar la cámara que está actualmente en tu cuenta?\nCustomer: Si, ya estaba configurada, pero el programa da el mismo  mensaje que no encuentra el canal para conectar \n\nHuman Agent: Para configurar su cámara, primero deberá asegurarse de que su teléfono esté conectado a la red de 2.4 Ghz en la que desea configurar la cámara y que la cámara esté encendida y con su luz indicadora parpadeando. Una vez hecho esto, puede ingresar a la aplicación y seguir las instrucciones a continuación.\n1) Presione el signo más en la parte superior derecha de la página de inicio y seleccione la opción Código QR\n2) Continúe hasta llegar a la página donde le solicita la contraseña. En esa página, asegúrese de que aparezca el nombre de su red después de donde dice \"Su(s) dispositivo(s) se conectarán\". Si no, por favor hágamelo saber.\n3) Ingrese la contraseña de su red. Tenga en cuenta que distingue entre mayúsculas y minúsculas.\n4) La siguiente página mostrará un código QR en la pantalla del teléfono que deberá mostrar a la cámara sosteniéndolo a entre 6 y 8 pulgadas de la lente de la cámara. Si lo lee, la luz indicadora de la cámara debería comenzar a parpadear en azul.\n5) Si tiene éxito, la luz indicadora debería volverse azul fija y la aplicación le pedirá que le dé un nombre al dispositivo si aún no está en su cuenta (de lo contrario, puede salir de la configuración en este punto si ya la tenía encendida). su cuenta).\nSi la cámara no se vuelve azul fija después de aproximadamente 30 segundos de mostrarle el código QR, tome una captura de pantalla del código QR y envíela aquí para que la verifique."]
["Customer: Green light is not flashing\nCustomer: Camera light is blue\nCustomer: Camera with blue light does not show up in the app\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD16FFI7203398\nHuman Agent: Thank you.\nCustomer: The light just went green\nCustomer: Now it's flashing green\nHuman Agent: It looks like that camera is already connected to your Wi-Fi network. I synced and restarted the camera. When it reconnects, try the LAN Search in your app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: Ok, let me try\nHuman Agent: You will want to wait until the light is solid blue again.\nCustomer: That worked, thabks\nHuman Agent: You're welcome.\nCustomer: That's all I needed \nHuman Agent: Have a good day."]
["Customer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: ZMD19IH402143\nCustomer: 1\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. ZMD19IH402143 is not enough characters. Could you please check the ID again?"]
["Customer: Where is at up\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: Where do you go to setup\nCustomer: Our chat deleted \nHuman Agent: In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\nHuman Agent: It looks like you also have deleted one of the cameras. You do not need to delete cameras before setting them back up. \nCustomer: I did because It broke. I have another I deleted before contacting also I have to work on\nHuman Agent: Alright."]
["Customer: Troubleshooting\nCustomer: Pivot\nCustomer: 1\nCustomer: Set up\nCustomer: customer service\nHuman Agent: How can I assist you?\nCustomer: My pivot camera quit connecting?  Also, my wifi extender is kaput.  It doesn't work anymore.\nCustomer: The wifi extender? I'm not sure what else to call it...\nHuman Agent: Okay, if the Pivot was connecting to the Wi-Fi extender, then that may be why it is not connecting. Could you please unplug the camera, plug it back in, and tell me what light do you see on the camera when you plug it in?\nCustomer: I'll have to run downstairs then back up.  I DID unplug it last night.  It was blinking green I belive.\nCustomer: My wifi extender hasn't been plugged in for about 6 months, so, I do not think that was the problem.  I'd called Zmodo months ago and tried to get the extender fixed...it necer would work\nHuman Agent: Okay, well we want to restart the camera either way and see what the light is doing on the camera when you plug it in.\nCustomer: I'll be right back.  I'll go unplg it now\nCustomer: Okay, it was a solid green when I restarted it.\nCustomer: I also snapped a pic of the model/serial number\nHuman Agent: Alright. Is it still solid green or has it changed to a flashing green>\nCustomer: It went to a flashing green I believe.  Sorry...I have to run up and down the stairs.  Not convenient.\nHuman Agent: Are you able to move the camera to where you are?\nCustomer: I could do that...\nHuman Agent: If the light is flashing green, then you will want to look for the ZMD_SAP network.\nCustomer: Okay...I'll try that.  \nCustomer: I'm not seeing a ZMD_SAP\nCustomer: Remember, I do not have a wifi extender that came with my original Zmodo cameras (720 outside camera).  We added this camera later.\nCustomer: Still blinking green though...\nHuman Agent: Okay, we are not worried about any Wi-Fi extender. When you look for the ZMD_SAP network is your phone next to the camera? And is the light still flashing green?\nCustomer: Light still blinking green. I'm right next to the pivot camera...no ZMD_SAP.\nCustomer: Just my home network\nCustomer: Should a try and add it?\nHuman Agent: You do not see anything else on your screen? Just your home network?\nCustomer: Yes...just my home network and the people next door.\nHuman Agent: Then you can try resetting the camera by pressing down on the circle inside of the light until the camera powers down.\nCustomer: Okay.  Powered down.\nCustomer: It back to blinking green and rotating around.\nHuman Agent: Alright, then you will want to look for the ZMD_SAP network.\nCustomer: I see it now!\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: Its working!  Thank you!\nHuman Agent: You're welcome.\nCustomer: That is all I needed.  Thanks again!\nCustomer: Have a great day.\nHuman Agent: You're welcome. You have a good day, too."]
["Customer: Set up\nCustomer: Call please \nCustomer: Troubleshooting\nHuman Agent: How can I assist you?\nCustomer: I can not get this to connect to my new modem \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: -sap\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I have to wait for my husband to get home at 5\nCustomer: Can I call\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: I’ll come back later on"]
["Customer: New Cama won't connect. Cams turn from green to blue, but app won't advance to Next step and times out.\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/e8bcab0441_1_20241206111654.jpg\nCustomer: Zmd19G4IH411857\nHuman Agent: Thank you. Can you please unplug the camera, plug it in, and tell me what light you see in the camera when you plug it back in?\nCustomer: Green\nCustomer: Then flashing green\nHuman Agent: Alright, lets try the QR Code setup again. Let me know if the light changes to a flashing blue when you show the QR Code to the camera and then what it changes to after the flashing blue.\nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the camera?"]
["Customer: Need to delete off old account \nCustomer: Agent\nCustomer: Thank you\nCustomer: I just bought this camera and it won't let me set it up because it's connected to another account \nCustomer: I bought it from someone so I'm guessing they didn't reset everything. I'm not sure \nCustomer: 1\nCustomer: Hello?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you send me the cameras Model and ID number, I will look up the device and see wat kind of account it is bound to.\nHuman Agent: The ID wills tart with ZMD, 14, or 15\nHuman Agent: it will not say FCCID or have any dashes as well. Once you send both the ID number and the Model I will look up the device. \nCustomer: ZMD13BFCD000276\n\nZH-IZV2F-WAC\nHuman Agent: Great, one moment while I look up this device. \nCustomer: Thank you. Does it need to be on or off?\nHuman Agent: I foudn the caemra, its not currently bound to any account at all.\nHuman Agent: If youa re able to plug in the camera so it comes back online I will have you try to add the device again to see if the message pops up where it says its on another account or not.\nCustomer: When I tried to connect it, it said it was on another account and if I didn't have access to that account to contact support \nCustomer: Okay one sec \nHuman Agent: If it does pop up again just let me know. Sometimes that message can pop up in error or the previous owner may have deleted it from their account already. It sadly doesn't tell me what account it was bound to before so I don't know when/if it was unbound at all or if this was an app error at all.\nCustomer: Okay I just got it plugged in. There's a solid blue light on it \nHuman Agent: Okay great, try and see if it will let you add the device. Click on the Plus then after you click the Plus if nothing pops up look for an option at the bottom to add a solid blue device and tap on it. \nCustomer: Okay it's working. Does it include playback? Like could I go back and watch something?\nCustomer: Or is it just live?\nHuman Agent: For cameras without a subsciption when there is motion it will take a 10-15 second clip then stop, it will then have a cooldown of 3-5 minutes after that point if there is still motion or motion triggers the camera it will then repete and create another clip. You can review these clips from the Event/alert section and download them from there\nCustomer: It's says \" cloud service for this device has expired \"\nHuman Agent: Once a clip is created it will also have a 12 hour window, after 12 hours its overwritten to make room for more video, if you downlaod a clip however that downlaod saves to the phones photo gallery.\nHuman Agent: Yes, the camera does not have cloud service, that's a subscription based service.\nCustomer: Okay got it. \nCustomer: It says it's expired. I've never subscribed before \nHuman Agent: Yeah, the previous owners may have had it subscibed at one point but its not. If you want it to be subscribed you would do that yourself from the cloud section. \nCustomer: Ok thank you\nHuman Agent: Subscription starts from the point its started and effects future video as well not previous video that's already occurred in the past. \nHuman Agent: Your welcome, have any other questions I can assist you with today before we go?\nCustomer: No thanks have a good rest of your day\nHuman Agent: Okay. You as well thank you, farewell."]
["Customer: I need help \nCustomer: I need to reset my wifi password \nCustomer: I need to connect my cameras with the new password how do I do that \nCustomer: That did not help I need more in detail step by step \nCustomer: All my cameras with the new wifi password \nCustomer: Yes but I can't find what to do to reset the wifi password on the cameras\nCustomer: I someone to call and help me \nCustomer: Ok\nHuman Agent: If you want setup the cameras with a new Wi-Fi password, then you would need to setup the cameras with the initial setup using the new password. \nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Ok\nCustomer: Thank u \nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: 3 of my cameras aren't connecting to the internet \nCustomer: Live agent \nCustomer: OK thanks \nHuman Agent: Can you go to one of the cameras, unplug the camera, plug it back in, and tell me what light you see on the camera?\nCustomer: Yes\nCustomer: It changes from green to blue back and fourth \nHuman Agent: Then you will want to connect it to the Wi-Fi network with the QR Code setup. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I already did that it times out\nHuman Agent: Lets try it again here now that you have restarted the camera.\nHuman Agent: Also could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd13ine2264174\nHuman Agent: Thank you. Lets try the QR Code setup again. When the light is flashing green, hold the phone screen close to the camera lens and pull it back."]
["Customer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like your having trouble with the setup, first in order to better assist you I will need to look up the device, can you send me all the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid."]
["Customer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Set up\nCustomer: I'm trying to get my cameras back on my phone\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to access? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Reset camera ZMD19G4IH419497\nCustomer: There is no reset button\nCustomer: ZMD19G4HI419497\nCustomer: D/static_file/e113d723c7_1_20241115160536.jpg\nCustomer: I have already purchased this product.  It arrived today.  I need a reset to connect it\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I tried to look up that cameras ID numebr and nothing came up in the system, would you be able to take a picture of the sticker and send it to me here? I can doublecheck all the characters. \nHuman Agent: Did you already go through the setup with this camera to try to connect it?\nCustomer: D/static_file/f9f67365c2_1_20241115160715.jpg\nCustomer: Yes i tried but the connection was interrupted \nHuman Agent: okay, this camera is not tied to any account and is not showing as online, I am not able to reset it if it is offline. How are the lights reacting on the camera? what is the color and is it solid or flashing?\nCustomer: And now I'm getting the solid blue light and cannot continue setup\nCustomer: D/static_file/946c01e9a8_1_20241115161112.jpg\nHuman Agent: Okay, if the camera is a solid blue, that means its connecting, I can add the camera to the account and you can see if you are able to view the live video or not. When I add the camera I just have to name it for you, what would you like for me to name it?\nCustomer: Back porch\nHuman Agent: I added the device to the account now.\n\nCustomer: Thank you it is working\nHuman Agent: Fantastic, is there anything else I can assist you with tonight before we go?"]
["Customer: agent\nCustomer: agent\nCustomer: okay i had some chat yesterday too but got timed out\nCustomer: hi\nHuman Agent: Alright, how can I assist you?\nCustomer: setting up 2 cameras\nCustomer: qr code method doesnt work\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: it has model and fccid\nCustomer: model is zh-1xy1d\nHuman Agent: The Device ID will be on the stand of the camera. Do you have the stands that hold up the camera?\nCustomer: id is zk8-bfs23nm\nCustomer: i see it hang on\nCustomer: zmd11k145213700\nHuman Agent: And do you have the Device ID for the second camera?\nCustomer: the other id is zmd11k145214353\nCustomer: these are associated with my old account.  i tried to ractivate there but it didnt work\nHuman Agent: Thank you. Those cameras are setup on another account. Have you setup the cameras before? Or did you recently purchase or receive the cameras used?\nHuman Agent: Alright, are you able to log in to the app with your old account?\nCustomer: yes but it is the previous app\nCustomer: should i try to login with the newer app? \nHuman Agent: You can use the Zmodo or the Smartz Eaze app. Are you already logged in to the account with the Zmodo app?\nCustomer: yes\nHuman Agent: Alright, then you can try to setup the cameras with the Zink setup. Can you please unplug both cameras and plug just one camera in? Then tell me what light you see on the camera when you plug it in.\nCustomer: i can only find one power cord at the moment.  i unplugged and replugged back in.  getting a flashing green light\nHuman Agent: Could you please check your phone's Wi-Fi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: i see it\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home Wi-Fi network name (SSID) and Wi-Fi password. Afterwards, you will need to connect your phone back to your home Wi-Fi network to access the camera.\nCustomer: is this with the older app or newer app? \nHuman Agent: You said that you were logged in to the account on the Zmodo app, correct?\nCustomer: yes\nHuman Agent: The instructions I sent are for the Zmodo app."]
["Customer: Set up\nCustomer: Why wony my camera scan the qr code? The wifi is correct\n\n\nCustomer: Yes its correct\n\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 18FLIG520091\nHuman Agent: Thank you. Can you unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: Red on front and green on side\nHuman Agent: Okay, does the red light on the front turn off? If it does not, then are you able to make the room brighter or shine a light on the camera and tell me if the red light turns off?\nHuman Agent: And the green light, is it flashing or solid green?\nCustomer: Flashing\nCustomer: The red light is off\n\nHuman Agent: Alright, lets try the QR Code setup again here. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nHuman Agent: When you show the QR Code to the camera, try holding the phone screen close to the camera lens and pull it back from the camera lens. Watch the green light on the side of the camera closely and let me know if it changes from the flashing green.\nCustomer: Nope continues to flash green\nHuman Agent: Can you send a screenshot of the QR Code that you are showing to the camera?\nHuman Agent: Is there a faint blue light behind that flashing green light?\nCustomer: It wont let me send a picture\nCustomer: And theres no blue light\nHuman Agent: If you are having trouble sending it here in the chat, you can also send an email to support@zmodo.com.\nCustomer: I sent it via email rathabya@gmail.com\nHuman Agent: Okay, so a few things to adjust in order to make it easier for the camera to read the QR Code. The QR Code looks small, so you may have adjusted your font size and it is causing a sizing issue in the app. If you have larger font on or you have the font turned up larger, try decreasing it to the default size. Also, turn off Dark Mode and make sure that Eye Comfort Shield or any other blue light filter settings are turned off."]
["Customer: Una de mis cámaras no funciona hace meses\nCustomer: -1\nCustomer: La cámara no funciona, aveces enciende la luz aveces no y no trabaja\nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon. ¿Cuál es el ID de la cámara en la que estás trabajando o, si ya la tienes agregada, cuál es el nombre en tu cuenta? La identificación debe estar en una etiqueta en el dispositivo o en su soporte, no tendrá guiones y generalmente comenzará con ZMD o GSG.\nCustomer: Existe la posibilidad de que me reemplacen la camara?\nCustomer: Patio vip\nHuman Agent: Lamentablemente, esa cámara no está dentro de la garantía, por lo que no podremos ofrecer reemplazo. En cuanto a las luces, ¿hay alguna luz actualmente? Si es así, ¿son verdes o azules y parpadean o están fijos?\nCustomer: Ninguna luz\nCustomer: La cámara no trabaja \nHuman Agent: Si tapa la lente con la mano durante unos segundos, ¿se enciende la luz roja de visión nocturna?\n\nCustomer:  Voy a intentar \nHuman Agent: Bueno.\n\nCustomer: Nada, ahora solo una luz verde\nHuman Agent: Si actualmente parpadea en verde, intente las instrucciones a continuación. \n\nPara configurar su cámara, primero deberá asegurarse de que su teléfono esté conectado a la red de 2.4 Ghz en la que desea configurar la cámara y que la cámara esté encendida y con su luz indicadora parpadeando. Una vez hecho esto, puede ingresar a la aplicación y seguir las instrucciones a continuación.\n1) Presione el signo más en la parte superior derecha de la página de inicio y seleccione la opción Código QR\n2) Continúe hasta llegar a la página donde le solicita la contraseña. En esa página, asegúrese de que aparezca el nombre de su red después de donde dice \"Su(s) dispositivo(s) se conectarán\". Si no, por favor hágamelo saber.\n3) Ingrese la contraseña de su red. Tenga en cuenta que distingue entre mayúsculas y minúsculas.\n4) La siguiente página mostrará un código QR en la pantalla del teléfono que deberá mostrar a la cámara sosteniéndolo a entre 6 y 8 pulgadas de la lente de la cámara. Si lo lee, la luz indicadora de la cámara debería comenzar a parpadear en azul.\n5) Si tiene éxito, la luz indicadora debería volverse azul fija y la aplicación le pedirá que le dé un nombre al dispositivo si aún no está en su cuenta (de lo contrario, puede salir de la configuración en este punto si ya la tenía encendida). su cuenta).\nSi la cámara no se vuelve azul fija después de aproximadamente 30 segundos de mostrarle el código QR, tome una captura de pantalla del código QR y envíela aquí para que la verifique.\nCustomer: Lo intentaré \nHuman Agent: Bueno.\nCustomer: No pasa nada sigue sin trabajar \nHuman Agent: Entonces, cuando muestra el código, ¿no parpadea en azul ni parece dejar de parpadear? ¿Pudiste obtener la captura de pantalla del código que mencioné?"]
["Customer: Set up\nCustomer: Can I get to connect to QR on phone is there some other way to connect\nCustomer: Can I activate it with numbers on the camera\nCustomer: Can I send you the number and you activate it\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 19g41h407201\nHuman Agent: Thank you. Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in? It should change, so please let me know if the light changes at any point.\nCustomer: Was salad green now blinking green\nHuman Agent: Good. That means it is ready for setup. Lets have you try the QR Code setup one more time here. When you get the QR Code on your phone screen hold it close to the Zmodo camera lens and slowly pull it back. While you are showing the QR Code to the camera, watch the light in the camera and let me know if it changes from a flashing green.\nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the camera?\nCustomer: Cannot send picture scanned again it's blinking blue"]
["Customer: Troubleshooting\nCustomer: Changed WiFi and need to reconnect\nCustomer: Don’t have instructions any more how do I connect\nCustomer: How do I reconnect\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: No ZMD network to connect too. \nCustomer: ZMD_SAP not showing up. \nHuman Agent: Hello, my name is Grant. If you do not see the ZMD_SAP network, then your cameras may still be connected to a Wi-Fi network, or they may not use the Zink setup.\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Why does he only grab two cameras and not all three? \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Could you clarify what you're meaning?\nCustomer: I installed three cameras and only two record and one does not. What can I do? \nHuman Agent: It looks like you only have two cameras on your account currently, but there is a third device where you deleted a device from your account, but it's still online. Are you wanting that added back onto your account? \nCustomer: if i want it to be added again \nHuman Agent: Is that a yes that you want it added again? \nCustomer: and \nCustomer: Yes\nHuman Agent: Okay, what would you like it to be named?\nCustomer: Stubborn \nHuman Agent: Okay, it has been added back to the account. \nCustomer: thank you  \nHuman Agent: No problem, anything else I can help you with?\nHuman Agent: We are closing in 10 minutes. I can help until then but if you need further help after that point, you may either schedule a callback with this button or let me know if you would like an email follow up."]
["Customer: No QR code\n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device, can you send me all the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid."]
["Customer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\n\nCustomer: Where do I find the device ID?\nHuman Agent: The ID will be listed on a sticker on the camera.  It will start with ZMD or GSG\nCustomer: There is no sticker on the device.\nHuman Agent: Could you please attach a clear picture of the camera?\nHuman Agent: There are no stickers at all on it?\nCustomer: No\nHuman Agent: If you can't attach a clear picture here could you please email it to me?  support@zmodo.com\nCustomer: D/static_file/870ee1c7ef_1_20250124160850.jpg\nHuman Agent: This type of camera, the ID will be on the bracket\nHuman Agent: D/static_file/3e43f1b1e2_1_20250124160919.png\nHuman Agent: Do you have the bracket?\nCustomer: D/static_file/2ac5f53896_1_20250124161018.jpg\nHuman Agent: What about the back of the bracket?\nCustomer: No sticker \nHuman Agent: Okay the indicator light stays solid blue? or does it flash between green & blue?\nCustomer: It's sold blue \nHuman Agent: You may be able to find the device ID by going through solid blue setup method.\n\nSolid blue setup:\nMake sure your phone is connected to 2.4GHz wifi (the same router that the cameras would connect to) then on the Zmodo app tap on the +sign in the upper right corner then tap near the bottom of the screen where it says \"tap here to add it\"."]
["Customer: Set up\nCustomer: Set up\nCustomer: i need to put my cameras up again but don’t have the box anymore and the app is saying it doesn’t support the device any more. there is a qr code on the cameras but i can’t re set them up \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you using the Funlux app for the setup or?\nCustomer: i used meshare \nCustomer: D/static_file/27acb75d8f_1_20250203104819.jpg\nHuman Agent: Okay, on the meShare app you would not scan the QR code on the origional box or on the camera itself for the setup, it will say tis not supported because those QR codes arnt for setup. \nHuman Agent: You would scan the start up guide booklets QR code to begin the setup in the meshare app.\nCustomer: i don’t have that anymore \nCustomer: i just have the cameraa\nCustomer: i’ve had them for 3\nyears \nHuman Agent: Okay thats no problem, I can send you the code digitally here so you can print it out or use with another device so you can scan it and begin the setup. One moment while I grab that for you. \nCustomer: are you still there \nHuman Agent: Yes, it took me a moment to find the code my apologies.\nHuman Agent: D/static_file/f1b864d3cd_1_20250203105807.png\nHuman Agent: Here is the code you can scan in the Meshare app to begin the setup properly\nCustomer: ?\nHuman Agent: I sent the code into the chat above, are you unable to see it or why did you send the \"?\"\nCustomer: i can’t see it\nCustomer: i did not receive it\nHuman Agent: Okay, I will resend it into the chat again\nHuman Agent: D/static_file/d858e776f7_1_20250203110036.png\nCustomer: i got it thank you \nHuman Agent: sent again into the chat, if you still dont see it let me know and I can email this code to you as well\nHuman Agent: Oh perfect! that's great news. \nHuman Agent: Is there anything else I can assist you with today or any other questions?\nCustomer: will the code take me to the app?\nCustomer: it takes me to google \nHuman Agent: No, you would scan this code in the meshare app not in your phones photo area.\nHuman Agent: you would open the meshare app, click the plus for setup then when it asks you to scan a code, you would scan the QR code I sent you from the chat. \nHuman Agent: once its scanned it will move onto the setup steps."]
["Customer: Still won’t work\nCustomer: Can’t find ZMD SAP\nCustomer: Still can’t join\nCustomer: Still can’t join\nCustomer: Can’t join ZMD SAP\nCustomer: Can’t find ZMDSAP\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Hi Mira, I have new internet and I’m trying to reconnect my cameras\n\nCustomer: Yes I need the steps because I didn’t install them initially \nCustomer: The cameras are outside so I don’t know the led color\nCustomer: Oh they have power because they are constantly trying to load on the app\nCustomer: I need to connect them to the new WiFi and password for the new internet \nCustomer: So where in the zomodo app do I go to update the internet information \nCustomer: So I need a separate app to update the WiFi info on the Zmodo app?\nCustomer: Where do I go on the Zmodo app to update the WiFi information \nCustomer: System settings don’t give me anything concerning WiFi \nCustomer: So you can not help me\nCustomer: Update the WiFi so my cameras can work \nCustomer: Yes so I’ve been told this \nCustomer: I need to be helped the same way you take my money for your service! I need you to tell me how to update my WiFi information using the Zmodo app \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: speak with a live person\nCustomer: agent\nHuman Agent: How can I assist you?\nCustomer: Can not connect to my cameras\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Mo id  does start with ZMD\nHuman Agent: Are you trying to connect a camera to your app?\nCustomer: Yes \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Earlyier today you sent me a QR code could you please send it again\n\n\nCustomer: Can I enter the ID number on a camera to\nrather than scan it\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  I want to be sure I send you the correct QR code for the setup process, can you send me the cameras Model and ID number, this will be on the cameras sticker and the ID will start with ZMD or GSG, not the FCCID number."]
["Customer: I want to change the wiffi\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: I need to change the password from wifi because we change the password\nCustomer: Where the routers setting are \nHuman Agent: Hello, my name is Grant. If you changed your Wi-Fi password, then you will need to setup the cameras with the initial setup method to reconnect to the Wi-Fi network.\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: agent please \nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?\nCustomer: hello \nCustomer: hello \nCustomer: i have wifi camera \nMODEL:ZP-IBH15-W\nFCC ID:ZK8-BFS23NM\nMADE IN CHINA, I scanned barcode already but it’s said time out all the time \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD14ECDA234788\nHuman Agent: Thank you. Can you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: if I do like 192.168.10.1:8087 and fill out the network at my end also ID: admin and channel whatever then camera will show connected blue light, but I get on the zmodo app and didn’t see the camera \nHuman Agent: Okay, that is fine, but that is several steps ahead of where we are right now. First, can you just unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: flash green light \nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: yes, I did \nHuman Agent: Okay, so you do see that now in your Wi-Fi settings?\nCustomer: I see it\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: I did do like that and it was said error \nHuman Agent: Okay, well lets try it again. And we can see what step it is that you get to and what error message you get.\nCustomer: it keeps say “Failure” \nHuman Agent: Alright, then lets try the non-app setup that you have tried before since you said the light would turn solid blue when you did that.\nCustomer:  but when I get on the app I didn’t see that camera \nHuman Agent: Right, the non-app setup will connect it to the Wi-Fi and then you will do a LAN Search in the app to connect it to your account.\nCustomer: can you please walkthrough me on it?\nHuman Agent: Make sure your phone, tablet, or computer is connected to the ZMD_SAP Wi-Fi network and the light on the camera is flashing green.\nOpen a web browser like Safari or Google Chrome (you can use whatever you prefer). Into the address bar type the cameras IP Address 192.168.10.1:8087\nType in the name of your network and the password for your network. The name and the password are case sensitive.\nIn UserID type 0. In Client_Count type 1.\nPress OK and the device should send the network information to the camera. Watch the camera and the light should start flashing blue, or the green light may just go out.\nCustomer: ok thanks\nCustomer: and what’s next steps please?\nHuman Agent: What light do you see in the camera?\nCustomer: the blue light \nHuman Agent: Is it flashing blue or solid blue right now?\nCustomer: solid Blue \nCustomer: when I do searching and “No existing device on LAN searching “\nHuman Agent: The camera is still offline, which means that the Wi-Fi network the camera is connecting to is not giving the camera internet access. \nHuman Agent: Do you still see the ZMD_SAP network in your Wi-Fi settings?\nCustomer: no, not at all \nHuman Agent: Then you may want to check the network settings on the router or Wi-Fi extender that you are connecting the camera to. You may also want to restart the router or Wi-Fi extender.\nCustomer: let me restart router and see\nHuman Agent: Is the Wi-Fi network that you are connecting the camera to coming from a Wi-Fi extender or your main router?\nCustomer: come from main router\nHuman Agent: Is it a Guest network?\nCustomer: no\nCustomer: after reset router, I saw the flash green light on camera again \nCustomer: and I saw ZMD_SAP at wifi \nHuman Agent: Then you can unplug the camera and plug it back in. Let me know if the light stays flashing green or changes back to a solid blue.\nCustomer: now solid blue, after unplug and plugged camera back on \nCustomer: still don’t see at LAN searching \nHuman Agent: The camera is still showing offline, which means the router is not giving the camera internet access. You will want to check the router settings to see what may be blocking it from connecting to the internet and to your app. You will want to check for any paused or blocked devices. You will also want to check the security or firewall settings on the router as they could be blocking the camera, as well.\nCustomer: i think my router is fine \nHuman Agent: The camera is connecting to the router, but it is not discoverable by other devices and the router is not giving it internet access.\nHuman Agent: That does not mean there is something wrong with the router. It may just mean there is a setting that is not allowing the camera internet access.\nCustomer: do you have any else solution on it?\nHuman Agent: No, the camera needs internet access in order to be viewed on the app. So you would need to check the router settings to see what may be preventing the camera from getting internet access.\nCustomer: but i did to try another location as well \nCustomer: the camera got something is wrong \nCustomer: hard to set it up \nHuman Agent: You can try another Wi-Fi network and we can see if it gets internet access and shows as online. But right now, the camera is connecting to the router, but the router is not giving the camera internet access."]
["Customer: Troubleshooting\nCustomer: Admin password\nCustomer: Admin password on dvr\nHuman Agent: Hi my name is Wendy.  Please let me know the device ID on the DVR that you are needing help with.  The device ID will be on a sticker on the bottom of the device and will start with ZMD or 1\nCustomer: ZMD11JK49000789\nHuman Agent: ZMD11JK49000789 is not bound to an account.  do you want it connected to artuportillo@hotmail.com?\nCustomer: Yes\nHuman Agent: You also are needing to reset the login password for the NVR?\nCustomer: Yes\nCustomer: Yes I can access to check some vídeo for tha las days\nCustomer: I forgot the password\nHuman Agent: First unplug the network cable from the back of the NVR then press and hold the reset pinhole button on the back of the NVR  for 15-30 seconds to reset the NVR to defaults.\n\nDefault username: Admin\nDefault password: 111111\n\nAfter the NVR is reset then you can connect the network cable back to the NVR.\nCustomer: But I loss the cameras that I have setup \nHuman Agent: You lost a camera? What is the device ID on the camera?\nCustomer: D/static_file/fac1019b34_1_20241205133044.jpg\nCustomer: O ask Id reset to default loss the cameras that is setup now\nHuman Agent: The default username & password are the following.  You can try that to login otherwise you would want to reset the NVR to defaults to use the default username/password.\n\nDefault username: Admin\nDefault password: 111111\n\nFirst unplug the network cable from the back of the NVR then press and hold the reset pinhole button on the back of the NVR  for 15-30 seconds to reset the NVR to defaults.\n\nDefault username: Admin\nDefault password: 111111\n\nAfter the NVR is reset then you can connect the network cable back to the NVR.\nCustomer: Thank you \nHuman Agent: You're welcome"]
["Human Agent: Hello I’m trying to start my subscription back up but my device has been removed and I need to add it to my account again. I am not get the barcode or anything from the device but it is the same device I had subscribed to before. Can you give me the device ID so I can add it to my isp then get the cloud service. Thank you \nHuman Agent: Can you give me my device Id from my past subscription\nHuman Agent: -1\nHuman Agent: Set up\nHuman Agent: Set up\nHuman Agent: Troubleshooting\nHuman Agent: I need my device ID please \nHuman Agent: My decide was removed from the app I can’t see it on my device anymore \nHuman Agent: I registered this device last year can you give me my device ID\nHuman Agent: Representive \nHuman Agent: I used this cloud service last year since my device was removed from the app. Can you give me my device id so I can get the cloud service again. \nHuman Agent: Hi grant \nHuman Agent: You do not need the Device ID to subscribe a camera. The camera would need to be setup on your account in order to be subscribed.\nHuman Agent: Do you still have the quick guide that came with the camera?\nHuman Agent: It’s not that why I need the id it was no that was 4 years ago I had the subscription for 3 years removed from my account when I changed internet and I can’t see it on my device \nHuman Agent: The camera would need to be setup on your account. Do you still have the quick guide that came with the camera?\nHuman Agent: No I do not that was a long time ago it was removed from my acct last year and I don’t have the device ID to set it up \nHuman Agent: Okay I can send you the QR code you need to start the set up. Do you have another phone to do the set up with so we can continue the chat on this device. If not do you have a computer that can display the QR code if I email it to you. If so what is the best email to send it to? \nHuman Agent: That’s y I’m asking if it can be looked up from my prior subscription that is expired \nHuman Agent: Yea I have computer \nHuman Agent: Colleenhartwig@hotmail.com\nHuman Agent: Sent. Tap the \"+\" icon on the app home screen in the top right. Make sure your camera is powered on and flashing green. Tap Start Installation at the bottom of the screen. Scan the QR code included in this email when prompted by the app. Follow on-screen instructions, input your WiFi password, and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will scan the QR code on the phone screen.\nHuman Agent: Ok I’m starting my computer 2 minutes please \nHuman Agent: Doing it now \nHuman Agent: Thank you it worked perfectly \nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Update internet information \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Nothing helps\nCustomer: Representative\nHuman Agent: How can I assist you?\nCustomer: I can’t get the camera to connect to Zmodo network\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Ues"]
["Customer: Please contact suport\nCustomer: How\nCustomer: Troubleshooting\nCustomer: Can is connect with other acct\nCustomer: Please helme to remuved\nCustomer: I need to connect the cam\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device, can you send me all the cameras ID numbers. They will start with ZMD\nCustomer: Yess\nHuman Agent: ok\n\nCustomer: Zk8bfs23nm\nCustomer: Is it?\nCustomer: I can send picture \nHuman Agent: No that is not the ID number, thats the Fccid number which is not what I can use. A picture would be no problem I can use that\nCustomer: Zmd17kaih800475\nCustomer: I have this \nCustomer: You need picture or not\nCustomer: ?\nHuman Agent: I was able to find the camera with the ID number, it shows on my end this camera is not tied to anyone's account currently so you can add it to this account freely \nCustomer: But im try several time\nCustomer: Ok , one time more\nHuman Agent: When you look at the cameras lights what color are they and are they solid or flashing?\nCustomer: Blue\nCustomer: Continue blue\nCustomer: Solid\nHuman Agent: Okay, Just to be sure you sent the correct ID number can you send me a picture of the sticker for me to compare with what you sent?\nCustomer: D/static_file/41703e1b56_1_20250113163304.jpg\nCustomer: The picture is good?\nCustomer: My acct is intexbell@gmail.com\nHuman Agent: Yes that is the same camera I looked up. Currently this camera is on my end telling me it is offline, but solid blue means its connected. So what this means is its connecting but not getting any itnernet from what it was setup on. \nHuman Agent: when you went through the setup before were the lights flashing blue or green do you recall?\nCustomer: Blue\nCustomer: Now is blue\nCustomer: But i cant see in my acct\nHuman Agent: so it was blue flashing then went to a solid blue?\nCustomer: Solid blue\nCustomer: D/static_file/f6c6668dd7_1_20250113163825.jpg\nCustomer: Is solid\nCustomer: If is conect , is not conect with intexbell@gmail.com\nHuman Agent: okay, so this camera was already online before you did the setup, do you have another rotuer plugged in it would be connecting to or perhaps a wifi extender?\nCustomer: No\nHuman Agent: the camera is connecting to soemthing but not getting internet, it is set up and connecting but the rotuer its connected to is not giving any internet.\nHuman Agent: Are you able to try rebooting the router by unplugging and plugging it back in?\nCustomer: But i have 3 camara work good\nCustomer: In same router\nHuman Agent: Try the reboot to see if it comes online and while you have the router unplugged watch the lights on the camera, if they do not flash green or blue that means this camera is connecting to something else pushing out a Wi-Fi signal there, if it does flash green/blue then plug back in the router and let me know, \nCustomer: Ok\nCustomer: The cam starte flash blue and green , then solid blue\nCustomer: I reboot the router\nCustomer: Now is flash green\nHuman Agent: Okay let me know when its solid blue again\nCustomer: Is blue now\nCustomer: Like other cam\nCustomer: Nothin?\nHuman Agent: It is still offline. This means that the router firewall is either blocking this device from getting internet access on some types of routers there is  something called \"pausing\" and the camera could be paused. You would have to check your routers settings to try altering the firewall or looking to see if this device is being paused on the router.\nCustomer: Ok\nCustomer: If i go to other router we can fix\nHuman Agent: thats also a potential option but I would recommend trying to troubleshoot the one you already have.\nCustomer: Im here"]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the solid blue camera you're trying to connect?"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: customer service\nHuman Agent: How can I assist you?\nCustomer: i have a zmodo camera but i have a new internet service and the camera is not working\nCustomer: how would i reset the camera to now work with my new internet service\nHuman Agent: You would need to setup the camera with the initial setup method to connect to the new Wi-Fi network. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: model zh-ixy1d\nCustomer: id - zk8bfs23nm\nHuman Agent: Not the FCC ID. There should be a sticker on the stand of the camera with a barcode.\nCustomer: i dont have that one mines\\\nHuman Agent: You do not have a stand for the camera?\nCustomer: theres no stand on it\nHuman Agent: How does the camera stay up? Or how do you have it mounted?\nCustomer: is mounted on wall but i have it down.. its not bar code on it\nCustomer: the only thing on it is what i provided\nHuman Agent: Okay, there should be a barcode on the stand that you have mounted to the wall. That is where the Device ID would be. \nHuman Agent: Could I have the email address or phone number for your account? Right now you are contacting from a Guest account, so I need something to look up if you cannot provide a Device ID to look up the camera.\nCustomer: crowdalberta@yahoo.com\nCustomer: 9042582721\nCustomer: alberta crowd\nHuman Agent: I see one camera on your account. To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: thats the thing its not taking the qr cod\nHuman Agent: It may be a different camera that does not use the QR Code setup, which is why I asked for the Device ID to confirm the setup the camera uses. Could you unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: its green and flasing\nHuman Agent: It shouldn't start flashing right when you plug it in. Could you unplug it and plug it back in?\nCustomer: nvm i got it working\nHuman Agent: It looks like it connected a camera that was not on your account. So you should be able to see the live video for that camera. The camera that was still connected to your account will also use the QR Code setup."]
["Customer: Set up\nCustomer: Help Camera does turn blue but no connection \nCustomer: Customer service operator \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd16eq17501167\nCustomer: U see 👀 it\nCustomer: Hello\nHuman Agent: That camera does not show in our system. Which means it has not been setup before. Are you able to send a picture of the Device ID just to doublecheck there is not a typo?\nHuman Agent: And then can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Green flashing\nHuman Agent: Alright, flashing green means it is ready for setup. To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: D/static_file/940f466c3a_1_20250307135540.jpg\nCustomer: D/static_file/799676a5bb_1_20250307135559.jpg"]
["Customer: Set up\nCustomer: Representative \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. The cameras on your account use the QR code setup. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: D/static_file/aea862d5c4_1_20241107164119.png\nCustomer: I already tried multiple times and it won’t connect. \nCustomer: I called spectrum and switched to 2.4 also and it’s still not working.\nCustomer: I’m paying for a service I can’t use because the cameras won’t connect.\nHuman Agent: Thanks, when you show the code, do the cameras blink blue at all? \nCustomer: Yes\nCustomer: ???\nCustomer: Yes they do blink blue.\nHuman Agent: Okay, that at least means they're reading the code, but there is likely some issue there. Is the network you're using 2.4Ghz?\nCustomer: Yes.\nHuman Agent: Okay, please go to your wifi settings, forget your network, then when it reappears, tap on it to reconnect. You will have to enter the password of the wifi network again to reconnect. Let me know if you are able to reconnect then. If you do not have to enter the password, the network was not properly forgotten. \nCustomer: Done\nCustomer: Hello?\nCustomer: Yes \nHuman Agent: Okay, did you have any trouble with reconnecting? Is this the same password you were using in the app during setup?\nCustomer: You’re the one not responding \nCustomer: Yes it is\nHuman Agent: Okay, is this your only wifi network you see of yours available in the wifi settings or do you have more than one network that is yours there?\nCustomer: No this is the only one\nCustomer: Sir…\nHuman Agent: Okay, please unplug the camera you're working with, plug it back in, then try the QR setup again. Wait until the camera goes to blinking green to show the QR code and then try to watch to see if it seems to be responsive and going to blinking blue shortly after you show the code. \nCustomer: Ok\nHuman Agent: Thanks."]
["Customer: Am I scan the code with my phone or the security camera?\nCustomer: Ok I had to take a photo and email it to myself to do so and now it will not scan \nHuman Agent: Hello, you've reached customer care, my name is Kylie. The QR code you generate from the setup you would not scan with your phone itself at all, theres no need for you to take a screenshot in order to do that. You show the generated code to the camera you are trying to setup, 8 inches away, then it wills can the code and try to connect with the Wi-Fi name and password info that's in the code. \nCustomer: I scanned it finally and it just added a contact phone number \nHuman Agent: Fantastic, is there any other questions I can assist you with today?"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Hi Mira \nCustomer: I bought my house 2 years ago and tried contacting you guys about this issue and finally I’m getting around to fixing it\nCustomer: What??\nCustomer: I need pre existing cameras to be set up with me\nCustomer: It’s saying the admin password is incorrect \nCustomer: The device isn’t registered to my email…\nCustomer: I’m trying to tell you I bought this house 2 years ago\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It sounds like you might be trying to log into an NVR, is that correct? \nCustomer: I contacted you then to get it swapped to my email \nCustomer: That is correct 0489\nCustomer: Prior homeowner left me no information \nCustomer: Have an NVR and 8 cameras I can’t connect to\nHuman Agent: Okay, what is the ID listed on the bottom of the NVR? It'll likely begin with 14, 15, or ZMD. It will not have any dashes or spaces. \nCustomer: D/static_file/0920389580_1_20250227155817.jpg\nCustomer: ZMD33IKB9206038\nHuman Agent: Thanks. One moment as I add this NVR to your account as it's currently unbound. \nCustomer: Can I use a different email scrually\nCustomer: This one I’m logged into I was going to use for my house things but never did\nHuman Agent: Okay, do you have another account set up under another email already?\nCustomer: I do not\nCustomer: Should I do that quickly \nCustomer: On my laptop\nHuman Agent: Sure, go ahead and create that account on user.zmodo.com, then let me know the email it was created under so I can add the NVR there. \nCustomer: Ataddeo1991@gmail.com\nHuman Agent: Okay, so you would like me to go ahead and move the NVR to that account along with all the cameras it added as well then, correct?\nCustomer: Any luck?\nHuman Agent: I had double checked to make sure you wanted me to move it and all of the cameras there, correct?\n\nCustomer: Yes sir\nHuman Agent: Okay, if you check that account, do you see the NVR? And do the cameras show if you hit live on it?\nCustomer: Hello was this done?\nHuman Agent: Yes, I moved the devices and asked if you check that account, do you see the NVR? And do the cameras show if you hit live?\nCustomer: Nice looks good!\nCustomer: Now how do I change this admin password\nCustomer: D/static_file/03fbf5e942_1_20250227162443.jpg\nCustomer: Or is the admin password the same as the account I just made\nHuman Agent: The default password would typically be 111111. You would change it via a monitor and mouse by opening the main menu, going to general settings, account management, selecting the account, the edit account. \nCustomer: I tried 111111, 666666, and 888888\nCustomer: None work \nCustomer: Invalid password every time \nHuman Agent: Okay, you can reset it via the pinhole on the back of the system. Though your picture shows you're already logged in which would require the password if one was set. \nCustomer: It probably was never logged out\nCustomer: We just turned my tv on to the input and was able to get to the settings via interface button\nHuman Agent: Odd, it would be logged out any time it is unplugged or loses power. \nCustomer: Ok I just held the reset for 10 seconds\nCustomer: Going to try this\nCustomer: Cameras are rebooting \nHuman Agent: Okay, you would hold it until the device restarts. Once it does that, you can stop holding it and upon the system starting again, clicking will take you through a startup guide where you can set various things such as password. \nCustomer: On the setup guide now. \nHuman Agent: Okay. \nCustomer: Thank you\nHuman Agent: No problem, anything else I can help you with for now?"]
["Customer: Troubleshooting\nCustomer: How do I reconnect my Wi-Fi?\nHuman Agent: Hello, my name is Grant. The cameras on your account will use the Zink setup method. Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera."]
["Customer: Troubleshooting\nCustomer: How do you change internet settings\nCustomer: Thanks\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily."]
["Customer: cameras not working\nCustomer: how to reconfigure the camera with the new wi-fi settings\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\n\nCustomer: what is the setup process\nCustomer: these 3 are older cameras\nCustomer: D/static_file/ef0eb6d071_1_20241104092243.png\nHuman Agent: Okay, do you still have the guide that came with the cameras. If not I can send it to you via email as you need the QR code from the guide to start the set up process. \nCustomer: i have 3 cameras and 3 guides / qr codes, but I don't know which one belongs to which camera\nHuman Agent: They are the same so it doesn't matter which code you use. \nCustomer: ok, what do i do now\nHuman Agent: Tap the \"+\" icon on the app home screen in the top right. Make sure your camera is powered on and flashing green. Tap Start Installation at the bottom of the screen. Scan the QR code included in your Start up guide when prompted by the app. Follow on-screen instructions, input your WiFi password, and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will scan the QR code on the phone screen.\n\nCustomer: let me try it. please wait \nHuman Agent: Okay let me know if you run into issues. \nHuman Agent: Any luck with the set up? \nCustomer: It worked. Thank you very much."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Smartlink is only used for our oldest devices. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Set up\nCustomer: Set up\nCustomer: I want to connect cameras to iPad I had account but it was paid subscription \nHuman Agent: Hi my name is Wendy\nHuman Agent: Are you needing help setup cameras named camera back and camera front?\nCustomer: Yes It's disappeared from iPhone Zmodo app to sync with Amazon \nHuman Agent: On the Zmodo app you do not see either camera?\nCustomer: One is flashing green and one flashing blue\nHuman Agent: Can you see the 2 cameras on the app?  they just show offline?\nCustomer:  It was on iPad But only showed 2023 before it was paid\nCustomer: They show offline \nHuman Agent: okay.  Both cameras can be setup using QR code setup\nHuman Agent: QR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: Forgot about 2.4 will check wifi\nHuman Agent: ok\nCustomer: I guess we have to call Xfinity to set up a 2.4 unless you can help \nHuman Agent: If you do not have a 2.4GHz wifi channel setup on your router yet you would want to contact either the router manufacturer or your internet service provider for help getting that setup\nCustomer: Ok Thanks \nHuman Agent: You're welcome"]
["Customer: Update wifi\nCustomer: Looking to update my internet connection to my camera \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Still don’t get it\nCustomer: My cameras are on my old network and need it updated \nHuman Agent: Are they currently flashing?\nCustomer: Yes, but not again how to update them to my new network \nCustomer: Sure how to update them\nHuman Agent: If they're flashing, that means they're ready for setup and not on your old network. You would need to go through the QR setup I advised. \nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Just checked there still on my old network \nHuman Agent: Solid blue would be connected to a network, flashing means they are not connected currently. \nCustomer: There not doing either, they have power on it’s still working \nHuman Agent: Not doing either? I'm unsure what you are referring to. \nCustomer: I’m looking at my camera now there powered on but don’t know how to update to my new network \nHuman Agent: You would need to follow the QR setup instructions I sent. \nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: That network is not coming up \nHuman Agent: It's not showing after \"Your device(s) will connect to\" you mean? What does it show instead?\nCustomer: There still connected to my old connection, tried the QR code way and the camera are not connecting \nCustomer: How to remove the camera I have now on and add them again\nHuman Agent: If they are not solid blue, they are not on your old network. You do not need to remove them to set them back up. \n\nYou said the network is not coming up, can you elaborate on what you mean?\nCustomer: I don’t see any colors on my camera? There outside in the cold and I’m out here now, I don’t see any color on them and did the QR code way and the cameras aren’t picking up the code or anything so assuming there still on the old network and not in pairing mode\nHuman Agent: You said they were flashing before. There would be an indicator light when powered on that would be green or blue and either flashing or solid. \nHuman Agent: It looks like you've now deleted them from your account. In the future I would advise not doing that as it can make it harder to set back up as if they do connect, they're not on your account and may not readd on their own. \nCustomer: I don’t see any colors but a red eye on it \nCustomer: Idk it’s freezing outside and looking to get this taken care of and having issues, need help \nCustomer: How do I connect them, tried the QR code way multiple times and both \nHuman Agent: Red is night vision and the camera will not be able to read the code while that is on. Are you able to move the camera somewhere lighter so that will go off? It may be easier if you bring it inside temporarily since it is cold and harder to see the light in the sunlight. \nCustomer: Unable to remove them from outside\nHuman Agent: If the camera does not have a flashing indicator light as you originally said, we will need to first know the indicator light status to know what needs to be done. If we don't know that, do you still have your old network connected? If so, please disconnect it for now. \nCustomer: I no longer have that network, I just unplugged the camera and I here them powering up but don’t know, can’t see any colors from outside\nHuman Agent: If the network isn't present, there is no way it would be possible for it to still be connected as you mentioned earlier. There should be a green or blue light in the lens when looking in the front of the camera. Is the wifi network you were using for QR setup 2.4Ghz?\nCustomer: How do I get these set up, there not in pairing mode so assuming there still trying to connect to my old network because there’s no lights that I see\nCustomer: No that network was not coming up\nHuman Agent: No lights would indicate they are not powered up, but as you could see the red IR light, that instead implies that they are powered up, but the outside light may just be making it hard to see the light color. If the old network is fully gone though, they should be blinking green or blue currently. Can you send a screenshot of the QR code generated in your app?\nCustomer: Can I get a call so I can get assistance that way\nHuman Agent: No calls would be available right now, but you may schedule one for a future time or date if you would like. \nCustomer: D/static_file/b3ed7e5253_1_20241213120641.jpeg\nCustomer: So that’s pointless \nHuman Agent: A callback you mean? That's up to you, but we would not be able to call immediately. \n\nCan you try going to your wifi settings on your phone, forget your network, then tap on it to reconnect. It will have you enter your password again to reconnect. If it does not ask for your password, it was not forgotten properly. After that, let me know if it is then able to reconnect properly. \nCustomer: Can you try to respond faster still outside and it’s freezing \nHuman Agent: We have multiple chats so I would not be able to respond any faster than I am currently. Currently though I am waiting to hear back from my last message. \nCustomer: Still there\nHuman Agent: Yes, I have not yet gotten a reply from a few messages ago. I said-\n\n\"A callback you mean? That's up to you, but we would not be able to call immediately. \n\nCan you try going to your wifi settings on your phone, forget your network, then tap on it to reconnect. It will have you enter your password again to reconnect. If it does not ask for your password, it was not forgotten properly. After that, let me know if it is then able to reconnect properly. \"\nCustomer: You ask for the picture of the QR code and I sent it\nHuman Agent: Yes, this message was sent after the QR code. \nCustomer: I was speaking on the call back what’s the point of a future call I need help now\nHuman Agent: We have callbacks available on request, but they are scheduled in advance. That is up to you whether you would like one for a future time or date. \nCustomer: If I can’t get one now that what I was referring to it’s pointless right now, just looking to get my cameras connected again and still having issues, the cameras aren’t flashing anything that I can see but there on, and tried the wr code way and still nothing the cameras aren’t reading the code or I guessing there not in pairing mode\nHuman Agent: Unless you have another device still broadcasting your old network or there is some form of power issue to where they're not fully booting up, they should be in the setup mode. \nCustomer: Idk I keep doing the QR code and putting it up to the camera and nothing\nHuman Agent: Okay, did you forget the network as I requested?"]
["Customer: Help I bought a cam second hand and now it won't pair to my account\nCustomer: Customer service number\n\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device first in order to look of details for the device for the setup/connection process, can you send me all the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid. \nCustomer: Hello Kylie thank you\nCustomer: D/static_file/c6c617e080_1_20250224140847.jpg\nCustomer: D/static_file/1efafc68f7_1_20250224140850.jpg\nCustomer: Those are the only information I have. \nHuman Agent: I got both screenshots, is this the only camera or are there multiple that you are having difficulties with?\nCustomer: This one as well\nCustomer: D/static_file/d85ced8d2a_1_20250224141302.jpg\nHuman Agent: It looks like for that first camera the ZMD00ID02205859 one  it uses a legacy setup called EZlink. Have you tried that setup yet or not quite yet? (its not the Zink or qr  setup options)\nHuman Agent: I got the 3rd screenshot jsut now, I will also check that cameras setup, one moment\nCustomer: I did use the legacy setup but it says it was linked to someone else's account. That makes sense since I bought these second hand. \nHuman Agent: That second camera also looks like it is also the EZlink setup. Both of these cameras are not currently bound to an account at all, Are both cameras currently plugged in or are they unplugged right now?\nCustomer: One is plugged in currently the first one is\nHuman Agent: Okay, can you take a look at that cameras lights and tell me what color they are and tell me if they are flashing or solid, after that plug in the other camera and after a minute also tell me the light status of that second camera as well.\nCustomer: First camera is solid blue\nCustomer: Second is solid green\nHuman Agent: Great news, That means it is online, I can add the camera to the account for you in that case, I will wait to see how the second camera reacts to see if it also goes solid blue. Let me know if it does, It takes a moment for the camera to boot up, it should go solid green, flashing green, flashing blue then solid blue if it connects.\nCustomer: The other camera is flashing blue n9w\nCustomer: Now*\nCustomer: Yes I am available \nHuman Agent: Okay, Did the second camera turn a solid blue as well or did it only flash blue?\nCustomer: Still flashing. I can try to connect it again. Maybe that will work\nHuman Agent: Okay, Try to connect that one again, In the meantime I will add the First solid blue camera for you, to confirm that camera is the camera with the ID ZMD00ID02205859 Correct? \nHuman Agent: Also in order to add the camera I will also need to name it, what do you wish for me to name that camera? \nCustomer: Yes that's correct. Zmodo1 please.\nHuman Agent: OKay great, Let me know if thats econd camera turns solid blue for you, If it doesn't jsut pay attention to the lights and relay that info back to me to let me know how the lights reacted to the setup.\nCustomer: Second camera is blue now\nCustomer: The second camera is solid blue now\nHuman Agent: Fantastic, I just added Zmodo1 to the account, Both of these cameras will need updating, Go to one of the cameras and click on the live video it should pop up asking for the update to start from there, I would advice updating them one by one as they are behind by a few updates, While they update dont unplug either of them or the router, Its normal for the camera to reboot for the update dont worry if you see flashing lights at any point while they update, that's normal."]
["Customer: I changed my wifi router and cameras won't work \nCustomer: How do I do that \nCustomer: How do I get my cameras up to work with new router \nCustomer: What is the set up process to reconnect them\nCustomer: WHAT IS THAT PROCESS \nCustomer: How do I talk to a real person\nCustomer: Ok\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Do you need them off all 4 nonworking cameras? I ask as they are outside my house. It will take a minute to get all of them \nHuman Agent: We can start with one camera.\nCustomer: Ok give me a minute please\nCustomer: D/static_file/c7e899932b_1_20250210161429.jpg\nCustomer: Does that work ok? \nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Yes, again will be a minute as I have to unplug inside and run outside \nCustomer: It took a while then Red\nHuman Agent: Is the red light the infrared lights around the camera lens?\nCustomer: Yes \nHuman Agent: Then there will be a green or blue light in the camera lens. It would be behind the infrared lights in the camera.\nCustomer: There are no other lights on\nCustomer: Once Red went away there is nothing\nHuman Agent: Alright, it is probably just difficult to see depending on how you have it mounted. You can try the QR Code setup on the camera and if that does not work, then you may want to bring the camera down so that you can better see the light in the camera to troubleshoot it.\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: The QR code off the back of camera? \nHuman Agent: No, not from the camera. Did you receive my message with the setup instructions?\nCustomer: Yes, I will see what happens \nCustomer: Confused as 5 other cameras came on just fine \nHuman Agent: There are many reasons the cameras may be offline. Have you changed your router, Wi-Fi name and password, or internet provider?\nCustomer: That is what this is from. I had to get a new router. The other one died\nHuman Agent: So you will need to do the QR Code setup to connect the cameras to the new router.\nCustomer: Ok, I'm trying \nCustomer: It worked however the picture is upside-down\n\nCustomer: Got it flipped one worked so far\nHuman Agent: That camera is showing online. So you can try the same reboot and then setup for the other cameras."]
["Customer: how to connect cameras to wifi \nCustomer: how to reconnect to wifi if i changed wifi settings \nCustomer: -1\nCustomer: what is the initial setup process \nHuman Agent: Hello, you've reached customer care, my name is Kylie. The setup your cameras uses is the QR code setup, I will send you the directions for that setup that you can follow. \nHuman Agent: QR setup steps:\n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nHuman Agent: Let me know if you have any trouble with the setup or if you have any other questions."]
["Customer: Troubleshooting\nCustomer: I move to a temporary place and I’m trying to use one of my cameras at the new place, but it not working, how do I get it to work?\nCustomer: Ok\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Is this the offline camera on your account, ZMD24I8H9221335? If so, you can follow these instructions. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and scan the QR code below when prompted. \n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nHuman Agent: D/static_file/dcfeec0430_1_20250214111009.png"]
["Customer: I have a new router. Trying to connect my cameras. ZMD SAP is not showing. \nCustomer: ZMD_SAP is not an available network\nCustomer: Agent please.\nHuman Agent: Hi my name is Wendy.\n\nCameras named bedroom & front room use Zink setup but all the other cameras on your account use QR code setup.\nHuman Agent: which camera are you trying to setup right now? What is the name or device ID on the camera?\nCustomer: Shop and office. I never used QR code before, my phone has no reader. And one camera is too high to reach. Pls help. Thanks\nHuman Agent: Shop & office cameras both use QR code setup.  During setup the QR code will display on the app. It isn't a physical code.\nHuman Agent: are the indicator lights blinking green on the cameras right now?\nCustomer: No. Should I reboot?\nHuman Agent: cup your hands around the lens of the camera.  You should see the indicator light inside the lens.  the indicator light will be green or blue that is either blinking or solid\nHuman Agent: If no light, please try plugging the camera into a different working wall outlet or try a different working power adapter 5v1a micro usb.  Plug the camera directly into a working outlet with just the adapter, no extension cables, power strips, or surge protectors\nCustomer: Solid green\nCustomer: Then went out\nHuman Agent: If no light on the camera you would want to plug the camera in with a different working 5v 1a micro usb power adapter to power the camera.\nHuman Agent: Plug the camera directly into a working outlet with just the adapter, no extension cables, power strips, or surge protectors\nHuman Agent: See if that will get the camera to power on and start blinking green, blinking green means the camera is in setup mode ready to be setup\nCustomer: Blinking green. FYI they worked yesterday with old router\n\nCustomer: Hold on I'll be back have a customer\nHuman Agent: ok\nHuman Agent: If the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*"]
["Customer: Camera won't see the qr code to add\nCustomer: Still not working \nHuman Agent: Hi my name is Wendy.  Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\n\nCustomer: 19G1HC12513\nCustomer: ZmD\nHuman Agent: If possible, could you please attach a clear picture of this ID?  \n\nWhat color is the indicator light on the camera? and is the light blinking or solid?  The red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid.\n\nIf you cup your hands around the lens of the camera you can see the indicator light easier.\n\nCustomer: Blinking green\nHuman Agent: What model of camera is it?\nCustomer: It won't let take a picture \nHuman Agent: Is it the same type of camera as the other cameras on your account?\nCustomer: ZP1BH23W\nCustomer: Yes\nHuman Agent: Zmodo QR code instructions:\n\nBlinking green means the camera is in setup mode.  After you setup the camera the indicator light will switch to solid blue.\n\n-First go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n-Make sure your phone is connected to 2.4GHz wifi.\n-The room you are doing setup in needs to be bright. Turn lights on, open blinds.  Your phone's display should also be bright, turn your display brightness level up.\n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nCustomer: Not reading the code just times out\nHuman Agent: Does the indicator light flash between green & blue? or does it only blink green when you are going through setup?\nCustomer: Not just green\nHuman Agent: Could you please unplug your router for 3 minutes?\nHuman Agent: When the router is unplugged, unplug the camera.\nHuman Agent: after 3 minutes plug the router back in, when the router is back online, plug the camera in, then go through QR code setup again.\n\n\nHuman Agent: Make sure to check these things first before starting QR code setup again.\n\n-First go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n-Make sure your phone is connected to 2.4GHz wifi.\n-The room you are doing setup in needs to be bright. Turn lights on, open blinds.  Your phone's display should also be bright, turn your display brightness level up.\nCustomer: Doing  the same thing\nHuman Agent: flashing between green & blue? \nCustomer: Just green\nHuman Agent: You made sure location is enabled for the Zmodo app in your phone's app settings?\nCustomer: I had issues before with this camera not updating so I removed and trying to readd\nCustomer: Yes\nHuman Agent: Your phone is connected to 2.4GHz wifi?\nCustomer: Not sure whatever internet we have only have 1\nHuman Agent: Is it 2.4Ghz/5GHz? Dual band?\nCustomer: All other cameras work fine and updated fine\nHuman Agent: Is the camera plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors.\nCustomer: Yes\nHuman Agent: Lights are on, window blinds open, phone display is bright\nCustomer: Yes\nHuman Agent: okay please go through setup again.  when the app asks you to enter your 2.4GHz wifi password, carefully enter it, it is case sensitive.\nCustomer: Still not working\nHuman Agent: Could you please send me a screenshot of the QR code that the app displays when you go through setup?\nHuman Agent: or email it to me? support@zmodo.com\nCustomer: Sent to email\nHuman Agent: okay I will check for it. thanks\nHuman Agent: The QR code may be too small for the camera to read.  Can you increase your font size?\nCustomer: I did and same thing\nHuman Agent: okay give me a few moments please\nHuman Agent: Do you have screen zoom on?\nCustomer: No\nHuman Agent: okay do you have the meShare app? You could try setup from the meShare app, I can provide the QR code needed for QR code setup on the meShare app\nCustomer: Not i don't \nHuman Agent: You can download the meShare app from apple app store or Google play -you can login to the meShare app with your Zmodo app username/password\nHuman Agent: D/static_file/f6a1fed891_1_20250310115349.png\nHuman Agent: This is the QR code needed when going through QR code setup on the meShare app\nHuman Agent: You can use another phone/tablet to display this QR code during setup"]
["Customer: Need procedures to connect to a new wifi\nCustomer: -1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The setup all of your cameras use is the QR code setup, One moment and I will send you the setup directions.\nHuman Agent: QR Code Set Up\n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\n\n\nHuman Agent: Here are the directions, Let me know if you have any questions or trouble with the setup.\nCustomer: Hi Kylie,\nI can't connect to wifi? It is 2.4ghz\nHuman Agent: Hi, Did you follow the steps above that I sent for the setup? you would want to be sure your connected to your homes Wi-Fi when you go through the setup with the camera.\nCustomer: Ok. Let me recheck \nHuman Agent: Okay"]
["Customer: My camera is not reading the QR code\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're working on?\nHuman Agent: The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Hasn’t worked in 6 months. Can’t connect to ZMD_connect\nCustomer: Also won’t connect with qr code\nCustomer: Live agent\nCustomer: Camera won’t reset once you hit the reset button. It just shuts down when trying to reset\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the device you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: D/static_file/b376ea788f_1_20250305113508.jpg\nCustomer: D/static_file/2ce151d7c0_1_20250305113631.jpeg\nCustomer: Never used to have any problem with it now it can’t connect to the ZMD\nHuman Agent: Unfortunately if this device only shuts down and does not come back up on it's own after doing a reset but holding down the button on the top, it sounds like it is not working properly. You could try the Zink setup (QR code setup is not compatible with this camera), but it is unlikely to work in that state sadly. I'll provide detailed Zink instructions below with Zink troubleshooting options in case there is anything you may have missed when trying it previously. \n\nIn order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\nCustomer: I’ve tried the QR code and that doesn’t work either\nCustomer: Correction, I always try to connect it using the ZINK and that doesn’t work either\nHuman Agent: As I mentioned in my last message, this camera is not compatible with the QR setup. \nCustomer: I put in one device and then it will not find the ZMD connect\nHuman Agent: Okay, if it's both not resetting properly and does not produce ZMD_SAP, unfortunately it sounds like the device is no longer working properly so the only option would be to purchase a new device sadly. \nCustomer: I have had this camera for many years and I’ve always used zinc and then one device and then I go to find the ZMD connect and it no longer shows as an option\nCustomer: How much is a new one?\nHuman Agent: We do not currently have any pivot devices available so if you are wanting another pivot, your best option would be checking for them via 3rd party resellers in places such as eBay. \nCustomer: These are pretty old cameras. I’ve looked already. What other cameras do you sell that are comparable and the cheapest\nCustomer: Why is it not showing the ZMD connect. It has nothing to do with my WiFi or router. I have used this camera for MANY years\nHuman Agent: The Torch 360 is the only other rotating camera we have available currently. Otherwise another good option could be a Mini Pro. \nhttps://www.zmodo.com/zmodo-torch-360\nhttps://www.zmodo.com/1080p-indoor-wifi-camera\n\nAs I mentioned, with it not resetting properly, that implies an issue with the camera. Between that and not producing the setup network when blinking green, that indicates the camera has unfortunately stopped working properly. This could happen for various reasons ranging from being dropped to an internal piece going out. \nCustomer: Hello\nHuman Agent: Yes, I said \"The Torch 360 is the only other rotating camera we have available currently. Otherwise another good option could be a Mini Pro. \nhttps://www.zmodo.com/zmodo-torch-360\nhttps://www.zmodo.com/1080p-indoor-wifi-camera\n\nAs I mentioned, with it not resetting properly, that implies an issue with the camera. Between that and not producing the setup network when blinking green, that indicates the camera has unfortunately stopped working properly. This could happen for various reasons ranging from being dropped to an internal piece going out. \"."]
["Customer: I put the camara next to the QR code and it doesn’t work\nCustomer: It still doesn’t work \nCustomer: Can you show me a video on how to do it\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: I’ve got a new WiFi connection and cameras won’t connect to it\nCustomer: I’ve deleted cameras and am trying to reconnect on new WiFi \nCustomer: I accidentally deleted cameras how do I get them back\nCustomer: They won’t reconnect \nCustomer: How do you connect manually \nCustomer: I need further assistance \nCustomer: Is there s phone number to call for support \nCustomer: Agent\nCustomer: Not connected \nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Have you tried to go through the setup with the cameras at all to reconnect them to the new Wi-Fi? If so, what color are the lights on the camera and are they solid or flashing while you did it?\nCustomer: Hi Kylie, I was unable to connect to ne WiFi, anyway I’ve somehow deleted the cameras too, I have new ones I was going to replace \nCustomer: Cannot connect to WiFi I have starlink\nCustomer: I’ve tried both old and new using qr code\nHuman Agent: Okay, When you look at the available entwroks around you while near the camera, do you still see the ZMD_SAP network pop up?\nCustomer: No\nHuman Agent: Okay, When you tried to go through the QR code setup and showed it to the camera did the lights only flash green or did they change at all?\nCustomer: It flashed blue but never connected \nCustomer: That was a new camera \nHuman Agent: Okay, it sounds like it tried to scan the code and connect but failed, can you go through the QR code setup again for me then take a screenshot of the QR code and send it into the chat, I will check to see if there's anything that's an issue with the code itself \nCustomer: Ok\nCustomer: D/static_file/d125240d9b_1_20241120160002.jpg\nCustomer: D/static_file/07c1679bc1_1_20241120160200.jpg\nCustomer: Better pic\nHuman Agent: Okay, I think the code itself looks fine. Do you know if the Wi-Fi network coming from the router is a 2.4GHZ network at all?\nCustomer: Unknown how would I find that out\nHuman Agent: You can try to check the settings on the router for the network, you can also contact the internet service provider to see if they can help you check as well. If the network is not a 2.4GHZ network then the cameras wont be able to connect and it will need to be adjusted to be a 2.4GHZ network for them to connect. \nCustomer: Ok thanks, will there be a problem since I inadvertently delegated my cameras\nHuman Agent: No, once you go through the setup with the cameras and they add they will allow you to name the cameras once they add to the account.\nCustomer: So billing won’t be affected \nHuman Agent: I will need to look up your account to check that, what is the email you use for the account?\nCustomer: DDQDILLON@sbcglobal.net\nHuman Agent: It looks like your subscription was going through apple, i am not able to check from my end if it still shows as active. To check this you can go into your apple account then select subscriptions and tap on the subscription, if you see it there and it does not show an expiring date then it is still active."]
["Customer: We purchased two of the zmodo cameras which were setup under my husbands name who passed away a year ago this past November.  I’m trying to get them reset in my name but not letting me and I did not know his password. \nCustomer: How do I contact an agent\nCustomer: Thank you \nCustomer: Are you customer care\nCustomer: Customer agent agent, please\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the devices to see what account they are bound to first, can you send me all the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid. \nCustomer: sure one moment \nHuman Agent: Okay\nCustomer: How can I attach a photo of each one?\nCustomer: D/static_file/c5fdc11e1f_1_20250311161836.jpeg\nHuman Agent: Yes you can, jsut make sure the photo with the sticker is in focus is all.\nCustomer: D/static_file/4f5fbd4c5f_1_20250311161850.jpeg\nHuman Agent: Let me know once you send all of the ID numbers, I will begin to look them each up while you do that. \nCustomer: D/static_file/56b193d2f5_1_20250311161932.jpeg\nCustomer: Can you tell if those are the same or different ones because there’s two cameras I’m talking about\nCustomer: D/static_file/b74e7d3293_1_20250311161950.jpeg\nCustomer: Were you able to get those?\nHuman Agent: I received 3 photos, is that how many cameras you have?\nCustomer: No, I accidentally said a duplicate of one there was only two cameras\nHuman Agent: Oh okay, no problem One moment while I look up both of these devices.\nCustomer: One is ending in 63 and the other one is ending in 30 I believe that’s the bottom serial number well it’s a number underneath the barcode\nCustomer: The devices should be under Richard Drury I am Rilda, Marjorie, Drury , his wife, and as I stated earlier, he passed away a year ago this past November\nHuman Agent: I looked up both of the devices and both of them are not tied to an account at all. You are free to add them to a different account if you wish, do you know what setup they use or would you like for me to send you the setup directions to go through with the cameras?\nCustomer: Yes, would you please send that and I know that we talked to someone last June or last July regarding the same issue but it got so frustrating that we just gave up so we’re attempting again to get them set up\nHuman Agent: Okay, I will check each of the cameras setup methods to make sure they are not different from one another, then send you the setup directions, One moment, \nCustomer: Thank you\nHuman Agent: Looks like both of these cameras use the smae setup, and that setup is called Zink. \nCustomer: Can you send that information?\nCustomer: Actually, isn’t that on the same model app?\nHuman Agent: Zink Setup directions\n\n1.Check Network Compatibility:\n\nEnsure that the W-iFi network you want to connect the camera/s to, is operating on the 2.4GHz frequency.\n\n\n\n2.Access Zink Setup:\n\nOpen the app and go to the home page. Tap the \"devices\" page, then tap the plus sign on the bottom, then select the squares  in the top right corner and select the Zink option.\n\n\n\n3.Initiate Installation:\n\nEnter the number of devices you are trying to set up, tap on the check mark or next.\n\n\n\n4.Connecting to the ZMD_SAP\n\nTap on \"Tap Here to begin set up\" follow the onscreen instructions. The phone may warn you this network has no internet.\n\n\n\n5.Wi-Fi Password Entry:\n\nThe app will prompt you to select or enter your Wi-Fi name (SSID) and enter the Wi-Fi password. Remember the Wi-Fi and password are case sensitive.\n\n\n\n6.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nCustomer: Got it and thank you so much for that, but will I be able to download that from this site this chat site?\nHuman Agent: So sometimes for cameras if they are on different firmware's it can mean they use different setups. Both of these cameras are on the same firmware. They both do need updated though so after you set up each one, I would advise updating them both, 1 at a time, then after that update both cameras will use the QR setup instead of the Zink setup, which I find has less steps then the Zink setup. \nHuman Agent: You would set up the camera from the Smartz Eaze app with the instructions I sent above, is that what you are using?"]
["Customer: I’m getting new service for Internet do I still have to take down the camera restart it all over again or just change the Wi-Fi password\nCustomer: Yes usually I have to scan the QR code\nCustomer: Why can’t you guys have some easy way this is my third time doing it\nCustomer: -1\nHuman Agent: Hello, my name is Grant. The QR Code setup is how you would communicate with the cameras to give them the new Wi-Fi information."]
["Customer: Set up\nCustomer: Customer service \nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: I’ve been trying to set up my cameras for a few days now, after buying a new router/modem. When I enter my network and password, I immediately get the error “add failure“.\nCustomer: I’ve unplugged all cameras, except for one, placed it next to my router, and can’t get past adding my info.\nHuman Agent: Please restart your phone, turn off data during the setup, make sure you stay next to the camera during setup, and make sure your phone is staying on the ZMD_SAP network and not swapping to another network. \nCustomer: Still get the add failure\nHuman Agent: Okay, do you have another phone or tablet you could try from?\nCustomer: Green light is blinking\nCustomer: No\nHuman Agent: Okay, have you reset the camera you're working with at all via it's pinhole reset? If not, we could try that as well. \nCustomer: Let me try that\nHuman Agent: Okay. \nCustomer: How do I know it reset?\nHuman Agent: The camera's indicator light will go back to solid green for a few seconds which is the light it has when starting up. \nCustomer: I think I broke that camera \nCustomer: Grabbed a second one to set up\nHuman Agent: Okay. Was it just dropped or something of that nature?\nCustomer: Nope, immediately get add failure \nCustomer: On this second camera.\nHuman Agent: Okay, did you reset this one?\nCustomer: Tell me how to reset? It’s with the pinhole correct?\nHuman Agent: Yes, there is a pinhole reset on the back of the device. You would press it in for 10-20 seconds until the unit restarts (goes solid green). You should be able to feel the button being pressed in when using the pinhole reset. \nCustomer: I don’t have a pinhole on the back of my camera, but I do have one on the front. It doesn’t feel like a button, though.\nHuman Agent: The front would likely just be the microphone hole. There is one on the back. You may need to rotate the stand to see it. \nCustomer: Found it! Reset to solid green light now\nCustomer: Now it is blinking green \nHuman Agent: Okay, once back to blinking green we can go ahead and try to do the Zink setup again. \nCustomer: That didn’t work. Add failure immediately \nCustomer: Ugh. I’m giving up. \nHuman Agent: One other option we could try would be another app. We have a partner with an app, Zmodo, where you can use your same login credentials to log in and could try from there. \nHuman Agent: Otherwise the main other option would be trying from another phone or tablet eventually."]
["Customer: Chat with agent\nCustomer: Hi, I chatted with other agent few hours ago regarding to add a NVR device to this account \nCustomer: The NVR # ZMD13HGEB000348\nCustomer: It’s from my other account which ong0409@yahoo.com and I want to separate it into this account \nHuman Agent: Okay, that NVR is online, I can add it to this account for you I jsut have to name the device, what do you want me to name it?\nCustomer: 2237Garner please \nHuman Agent: Okay one moment\nHuman Agent: I added the device to the account now\nCustomer: I see it, Thank you! That’s all set\nHuman Agent: Great, glad to be of assistance, have a great day"]
["Customer: Troubleshooting\nCustomer: I cannot connect to doorbell\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie. When you look at the lights on the doorbell what color are they and are they flashing or solid?"]
["Customer: Buenas tardes quiero saber como recolectar esta cámara zmodo cambiaron el router y las cámaras no sé pueden conectar de nuevo \nCustomer: Pensé que eras la aplicación y la borre luego la descargué de nuevo pero no se conecta a la cámara \nCustomer: Ya lo ise y fue en vano \nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon. ¿Cuál es el ID de la cámara? La identificación debe estar en una etiqueta en el dispositivo o en su soporte, no tendrá guiones y generalmente comenzará con ZMD o GSG."]
["Customer: I need to speak with Agent\nCustomer: Ok\nCustomer: 1\nCustomer: Hello \nCustomer: Are you still there \nHuman Agent: Yes, Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Can I give you a call? I need to speak to someone I don’t feel comfortable with chatting.\nCustomer: Or if you can call me\nCustomer: Hello, are you still there?\nCustomer: Hello\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: Hello are you still there?\nCustomer: -1\nHuman Agent: Yes, I am here. Do you have questions about scheduling a callback appointment?\nCustomer: I just have my camera and I need to connect it and it says it’s not supported by the app\nCustomer: If I need to make an appointment for call back, that would be that will take too long ? I need to connect the camera now.\nHuman Agent: Alright, then we can work in the Live Chat if you would like. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/e6ddef6a9c_1_20250227103927.png\nCustomer: ZMD24IEH9245951\nHuman Agent: Thank you. Do you still have the quick guide that came with the camera?\nCustomer: No \nHuman Agent: Okay I can send you the QR code you need to start the set up. Do you have another phone to do the set up with so we can continue the chat on this device. If not do you have a computer that can display the QR code if I email it to you. If so what is the best email to send it to? \nCustomer: Ok , I don’t have another phone\nCustomer: But I can scan it my phone and get back to the same chat if you can send it to my email\nCustomer: Alaagamar1985@gmail.com\nHuman Agent: I have sent you the email with the QR Code. Tap the \"+\" icon on the app home screen in the top right. Make sure your camera is powered on and flashing green. Tap Start Installation at the bottom of the screen. Scan the QR code included in this email when prompted by the app. Follow on-screen instructions, input your WiFi password, and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Ok I will try"]
["Customer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Per our previous conversation you'll want to use the QR setup, not the Zink setup. The Zink setup would not work for your cameras on their current firmware."]
["Customer: Mi cámaras dejaron de funcionar \nCustomer: Dice en la aplicación que no acepta internet 5g\nCustomer: Que puedo aser\nHuman Agent: Hola, has contactado con atención al cliente. Mi nombre es Grant. ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD o GSG y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras.\nCustomer: Gsg5001c\nCustomer: Las estoy tratando de configurar otra ves el cual no e podido conseguirlo \nHuman Agent: Parece que me diste la primera mitad del ID del dispositivo. ¿Puedo tener el resto de la ID del dispositivo?\nCustomer: Gsg5001c0073457\nHuman Agent: Gracias. ¿Podrías desconectar la cámara, volver a enchufarla y decirme qué luz ves en la cámara cuando la enchufas?\nCustomer: Solo tira luz roja se queda fija\nCustomer: Y empieza a parpadear\nHuman Agent: Muy bien, eso significa que está listo para la configuración. Intente configurar el código QR nuevamente en su aplicación. Cuando obtenga el código QR en la pantalla de su teléfono, sostenga la pantalla del teléfono cerca de la cámara y retírela lentamente. Observe atentamente la luz de la cámara y avíseme si cambia del rojo intermitente.\nHuman Agent: En realidad, es posible que esta cámara haya sido fabricada por una empresa asociada. ¿De qué color es la cámara? ¿Hay alguna marca en la cámara, en el adaptador de corriente o en la guía de configuración que viene con las cámaras?\nCustomer: Cuando pongo el código se apaga la luz y así queda no hace nada \nCustomer: Es blanca la marca es Sraycom\nHuman Agent: Parece que la cámara está leyendo el código QR, pero no puede conectarse. Recomendaría verificar nuevamente su información de Wi-Fi. Para obtener más ayuda con la configuración y solución de problemas de la cámara, deberá comunicarse con el soporte de Rraycom. Puede contactar con Rraycom en Rraycom@hotmail.com"]
["Customer: Troubleshooting\nCustomer: Yes blue light or green light is blinking on camera \nCustomer: What do i do\nCustomer: What to do if blue or green light is blinking\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: I need a QR code sent to set up my 5 older cameras to my new router. The “ZMD_SAP” is not an option on any device I have tried and I’ve reset the cameras and even deleted some which I am not able to re-add now. \nCustomer: -1\nCustomer: There are no QR codes on my cameras \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Connection keeps timing out when trying to scan qr code\n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD."]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Set up\nCustomer: How to connect to wifi \nCustomer: 1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Please email me instructions on how to reset the WiFi connection \nCustomer: Starting with how to even locate that setting in the app. \nCustomer: D/static_file/8785f7b186_1_20250311104652.png\nCustomer: D/static_file/1ae3b0f4bb_1_20250311104700.png\nHuman Agent: Okay, the setups all of the cameras can use is the QR code setup or the Zink setup. Do you want me to also send you the directions here in the chat for you to follow along with or only email?\nCustomer: D/static_file/f02e0ba62b_1_20250311104709.png\nHuman Agent: Whenever you change the Wi-Fi name, password, or router at all, to reconnect the cameras you would go through the setup again with the cameras. \nCustomer: I will need instructions sent to my email. I can not keep this chat open trying to access the cameras. And please sent instructions for both methods in case on fails. These cameras are an over a yr old and I no longer have any of the packaging. \nCustomer: I am asking you to email me the set up instructions. \nCustomer: I provided a copy of my acct info and the device info \nHuman Agent: Okay, I understand what your wanting, I am just making sure you don't also want those instructions sent here as well. You wont need the packaging, both setups will have steps within the setup itself once you start each, I will also have those setup details in the email for you to follow as well, I already looked up your account to get the device details to know what each cameras setups are, they all can use the QR code or Zink setups, I will let you know once I send the email, one moment\nCustomer: Thank you very much. \nHuman Agent: I have now sent the instructions via email for both the QR and the Zink setup."]
["Customer: Please give me a live agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I have a new Internet service and trying to figure out how to reconnect my base and cameras to the new Internet router\nCustomer: Hello Kylie are you there?\nHuman Agent: I looked up your account, it looks like the cameras to reconnect them you would go through the QR code setup from the app.\nCustomer: What about the base?\nHuman Agent: For the NVR you would plug it into the router with an ethernet cord for it to get internet. \nCustomer: Can you tell me basically what is the NVR? What is it for? I unplugged it from the router a long time ago and everything seems to work fine\nHuman Agent: The cameras can function without an NVR. What an NVRs purpose is, is to record continuous footage locally from the cameras, NVRs can hold up to around a months worth of footage before it overwrites old footage slowly to record more. When the NVR is not plugged into the router it is not able to communicate with the cameras, as the NVR and the cameras have to have internet for them to communicate with each other and for the NVR to add the cameras to record that footage locally to it. \nCustomer: I've had the NVR unplugged for over a year and I'm still getting all of my camera recordings. They just give me a short recording.\nCustomer: So how is it that I get about 30 second recordings? Without the NVR being plugged in?\nHuman Agent: Some people also like to connect a monitor and a mouse to their NVR so easily view several cameras at once or view footage from an individual camera on a bigger screen, as you can use a computer monitor or a TV monitor you would just connect it with a VGA or HDMI cord. \nCustomer: OK, thank you for the information but what I'm curious is how I get short snippet recordings of each camera with the NVR not being plugged in. You are claiming that it must be plugged in, but it doesn't seem to matter.\nHuman Agent: Thats a normal feature everyone gets with the cameras, When there is motion it will trigger the camera to take a 10 second clip, then it has a cool down of 3-5 minutes, if more motion or there is still motion present then it triggeres again and that process woruld repeate, you cna view those events from the alert area and download them but the window before it overwrites is 36 hours, after that the videos overwrite to make room for more footage for thsoe short clips. Even if you sue the NVR you still get those clips in the event section, but you also would have the continuous footage for a longer period of time on the NVR recorded. \nCustomer: Oh ok\nCustomer: So I'm trying to find my ethernet cord to plug it in and you're saying once I get plugged in and the cameras are reestablished the base will automatically connect to the cameras\nHuman Agent: With the NVR it records video when there is motion, and when there is not motion it takes a photo every 10s which it compiles into a video so there is also footage recorded of those isntances as well. \nCustomer: OK, I get that but you said to reconnect my cameras. I have to add a camera and use the QR code method to the new router, but will that also then automatically connect by NVR to the cameras once I plug it into the router\nHuman Agent: Yes, Once you plug the NVR in, any cameras thata re currently online will add to the NVR, sometimes if a camera does not add you can reboot the camera by unplugging and plugging it in, and rebootign the NVR the same way. If a camera does not add to the NVR though jsut connect a monitor and a mouse to the NVR and contact us and we can walk you through how to adjust the order and add cameras from the device center on the NVR. By default the NVR should add the cameras automatically if they are online and on the same network (as its plugged into the router the wifi for the cameras is also coming from)\nCustomer: OK, thanks\nHuman Agent: Your welcome, any other questions I can assist you with today?\nCustomer: Yes I have another question is is there any particular camera that I have to get? What kind of specs do I need? Add more cameras to my system."]
["Customer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: I thought I got 12 FREE hours of cloud recording but cannot find it\nCustomer: I thought I got 12 FREE hours of cloud recording but cannot find it\nCustomer: I thought I got 12 FREE hours of cloud recording but cannot find it\nCustomer: Is it free\nCustomer: Is it free\nCustomer: Is it free\nHuman Agent: Hello, you've reached customer care, my name is Kylie. A camera without cloud service will make clips that can be reviewed within the last 12 hours, the clips are 10 seconds long and can be found in the alert section of the app. Are you able to check there and let me know if you can tap on the alerts to see those clips? \nHuman Agent: Hello, you've reached customer care, my name is Kylie. A camera without cloud service will make clips that can be reviewed within the last 12 hours, the clips are 10 seconds long and can be found in the alert section of the app. Are you able to check there and let me know if you can tap on the alerts to see those clips? \nHuman Agent: Hello, you've reached customer care, my name is Kylie. A camera without cloud service will make clips that can be reviewed within the last 12 hours, the clips are 10 seconds long and can be found in the alert section of the app. Are you able to check there and let me know if you can tap on the alerts to see those clips? \nHuman Agent: If you have trouble at all just let me know and if you can take a screenshot of how that section of the app looks for you. \nHuman Agent: If you have trouble at all just let me know and if you can take a screenshot of how that section of the app looks for you. \nHuman Agent: If you have trouble at all just let me know and if you can take a screenshot of how that section of the app looks for you. \nHuman Agent: that would be great for me to better assist you.\nHuman Agent: that would be great for me to better assist you.\nHuman Agent: that would be great for me to better assist you."]
["Customer: Set up\nCustomer: I have  one camera set up for the front, how do I sat up for the back door.\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Is the other camera the same model or a different model?"]
["Customer: Set up\nCustomer: Change wifi\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Representative\nHuman Agent: How can I assist you?\nCustomer: Hi, my my code won’t scan on the camera. I’ve tried all the troubleshooting tips\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZK8-BFS23NM\nCustomer: That’s the fcc ID\nHuman Agent: Yes, that is the FCC ID, not the Device ID. It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/66cdaad9bd_1_20250303142015.jpg\nCustomer: D/static_file/c0e849f70b_1_20250303142026.jpg\nHuman Agent: What do you see on the stand of that camera?\nCustomer: There is no barcode\nCustomer: There is only that and the model ID\nHuman Agent: Alright, you may have removed it or it may have worn off. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: D/static_file/c2b88c40bc_1_20250303142142.jpg\nCustomer: It’s green\nCustomer: Blinking green\nHuman Agent: Does the light change from the blinking green light?\nCustomer: Sometimes it blinks blue \nHuman Agent: Does it switch between flashing green and flashing blue automatically? Or does it only change when you show the QR Code to the camera?\nCustomer: It changes automatically\nCustomer: I can try to get you the device ID because I had these cameras set up before but we had to change the router and now they won’t reconnect with the QR code. I’m Chatting with you in the app. If I leave this convo briefly will I be able to return to it?\nHuman Agent: Alright, then we know it definitely uses the QR Code setup. So lets try the QR Code setup again now that you have rebooted the camera by unplugging it and plugging it in. When you get the QR Code on your phone screen, hold the phone screen close to the Zmodo camera when the light is flashing green. Then pull the phone screen back from the camera to 8-10 inches or even a little further.\nCustomer: Still not working\nCustomer: Here’s the device ID though\nCustomer: D/static_file/a2b85acfdb_1_20250303142752.png\nHuman Agent: Can you send a screenshot of the QR Code that you are showing to the Zmodo camera?\nCustomer: D/static_file/e12da55388_1_20250303143018.png\nHuman Agent: Do you have a paperclip or something similar that you can use to reset the camera with the pinhole reset button on the back of the camera? You can press and hold until the light changes to a solid green. It usually takes 15-20 seconds.\nCustomer: Yeah I tried that but I’ll try again now\nHuman Agent: The camera will not change to flashing blue if you reset it. So if it is changing to flashing blue without you showing the QR Code to the camera, then it was not reset.\nCustomer: It was solid green for a few seconds and now its flashing green again\nHuman Agent: Alright, and it just stays flashing green?\nCustomer: Yes\nHuman Agent: Then lets try the QR Code setup again.\nCustomer: Ok\nHuman Agent: Let me know if the light on the camera changes when you show the QR Code to the camera.\nCustomer: The light changed to blinking blue when I tried to scan the barcode but the connection just timed out and nothing happened\nHuman Agent: That lets us know that the camera is reading the QR Code. \nHuman Agent: Please go to your Wi-Fi settings and make sure that the network you are connected to is your 2.4 GHz network. When you are connected to your 2.4 GHz network, then you can tap on the settings button next to the network name and tap on Forget this network. That will disconnect you from the network and it will show up in the list of available networks. You can tap on the network and enter the Wi-Fi password to reconnect.\nCustomer: How do I know if it’s 2.4 GHz?\nCustomer: I’m just connected to our regular home wifi\nHuman Agent: Pretty much every router makes one by default. Lets go take a look at your Wi-Fi settings. You should see your network and other networks that are available.\nCustomer: Ok I clicked forget network and then entered the password and reconnected\nHuman Agent: Okay, are you in your Wi-Fi settings and do you see your network and a list of other available networks?\nCustomer: Yes\nHuman Agent: Alright, and in the list of available networks, do you see any others that you recognize? Or do you see one that has a similar name to your current Wi-Fi network?\nCustomer: I see one with a similar name but has -lot attached at the end\nCustomer: Is that the admin wifi?\nHuman Agent: I do not know specifics about your Wi-Fi network. Sometimes there are some common things between different networks or routers, but there is nothing that is 100%. Lets try the QR Code setup again. When you get to the screen asking for your Wi-Fi password, make sure that it shows the name of your Wi-Fi network since you forgot and reconnected to it. \nHuman Agent: Then also tap on the eye icon next to the password so that you can double check it. Make sure it matches the password you entered to reconnect to your network after you forgot it and there are not any typos.\nCustomer: Ok I just tried again. Password is definitely correct and it still didn’t work. \nHuman Agent: You checked that it shows the right network name above where it is asking for the password and you tapped on the eye icon to be sure it matches the password you entered in your Wi-Fi settings?\nHuman Agent: And the light changed to blue when you showed the QR Code to the camera?\nHuman Agent: Then you can try restarting your router. Also, unplug the camera and plug it in next to the router if it is not already.\nHuman Agent: We can also confirm which network is your 2.4 GHz and which is your 5 GHz network. Are you able to access your router settings?\nCustomer: How do I access the router settings?\nHuman Agent: That would depend on your router. And I do not have technical or support information for your router.\nHuman Agent: Some routers use an app, some you need to access directly with the IP Address.\nCustomer: I’m told that it definitely is 2.4\nHuman Agent: Alright, we can work with that and come back and test it if we run out of other troubleshooting options. When you did the setup again you checked that it shows the right network name above where it is asking for the password and you tapped on the eye icon to be sure it matches the password you entered in your Wi-Fi settings, correct?\nCustomer: Yes the password is correct\nCustomer: I’m positive \nHuman Agent: The password is not the only part of that. And you can make typos, that is why I am just checking that it showed the correct network name and that you looked at the password to be sure.\nHuman Agent: And the light changed to blue when you showed the QR Code to the camera?\nCustomer: Yes that’s correct\nHuman Agent: Then you can try restarting your router. Also, unplug the camera and plug it in next to the router if it is not already.\nCustomer: I’ve already done both of those things\nHuman Agent: Then we can try another camera to setup. Or you can download a Wi-Fi scanner to test the signal strength and channel of the network to make sure there is a 2.4 GHz network.\nCustomer: The strength of the network is very good, I’m positive \nHuman Agent: That would not be the only thing we would check. In fact, the channel is more important to know, but it would also show the signal strength anyway.\nHuman Agent: If you want to check the channel to confirm the network then you can download a Wi-Fi scanner on your phone. If you are using Android, then you will want to download an app called Wifi Analyzer. If you are using iOS, then you can download an app called Airport Utility."]
["Customer: Set up\nCustomer: I lost my QR code for my two cameras and changed my WiFi and messed up my cameras and removed them in hops I could redo it and fix the WiFi but I can’t re add them because I lost the QR code \nCustomer: I don’t have that option \nCustomer: I need to add the cameras to my account but need a QR code to finish set up \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and scan the QR code below when prompted. \n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\n\nHuman Agent: D/static_file/ad2c92e920_1_20241204113723.png"]
["Customer: move device to new network\nCustomer: I want to move my camera to a new network\nCustomer: zink connection set up is not working\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Which camera are you currently trying to set back up?\nCustomer: I have a camera on my network which I am trying to relocate to another location with a different wifi. Let me get the info on that. Specifically, what will you need to know?\nHuman Agent: If you can let me know what the name of the camera is on the account, I can check set up information and assist in troubleshooting further. \nCustomer: Skyview Pole\nCustomer: And Skyview Porch, however I believe one of them is not powering on.\nCustomer: The one that is powered on has FCC id: zk8-bfs23nm\nHuman Agent: Okay, thanks. The Pole camera can use either the Zink or QR setups while the SW Porch if that is the one you mean may only be set up using the Zink setup. When trying the Zink setup, you would need to remain within 10 feet of the camera during the setup. What was the part you were having trouble with during that setup?\nCustomer: I'm sorry, I meant to say, the one that is not pwered has FCC id: zk8-bfs23nm\nHuman Agent: The IDs to identify the cameras start with ZMD. We are not able to look them up with the FCC ID. That said, I can also identify them based on camera name. \nCustomer: I powered up the Skyview pole. I saw the green flashing light. I opened my app. I pressed the + icon to add the camera. The app turns a circle...... and finally tries to pop up a list of available wifi networks but a list never populates.\nCustomer: D/static_file/ef6e5e0e1f_1_20240919091801.jpg\nHuman Agent: When hitting the plus it should give a list of setups, you'd choose Zink, choose the number of devices, would have to connect to ZMD_SAP, then it would have you select your network's name and password. Is that the page you mean? If so, you can temporarily turn off data on your phone, restart the setup, and see if anything populates for the network name that time. If it doesn't, on that page asking for the network name and password there is a manual setup option as well where you can manually type in the name of the network. It is case sensitive though and must match exactly. \nCustomer: When I pwered the camera on, my phone automatically connected to its wifi, ZMD_SAP, as I have done this set up before. Then I click to add 1 camera and this page pops up.\nCustomer: D/static_file/6bb0216b81_1_20240919092036.jpg\nCustomer: And when I tap to select a wifi network, this happens\nHuman Agent: Okay, did you try what I suggested in my last message?\nCustomer: D/static_file/77780b0642_1_20240919092115.jpg\nHuman Agent: Okay, did you try what I suggested previously?\n\nCustomer: I am turning off wif\nCustomer: wifi so that I can follow your instructions to the T\nHuman Agent: You would need to turn off data, wifi will need to be on during the setup. \nHuman Agent: Once done with the setup entirely you'll want to turn data back on as well, but it can sometimes get in the way of the Zink setup. Because the ZMD_SAP network has no internet, the phone sometimes thinks it should swap to data which then causes it to not communicate with the camera as we want it to do. \n\nCustomer: Ok, I did turn off Mobile Data as well.\nCustomer: D/static_file/6c64cd7519_1_20240919092401.jpg\nHuman Agent: Okay, with mobile data off and wifi on, you can try going through setup again, restarting from the beginning of the setup. If it still will not populate that list, you can instead use the manual setup option and carefully input your network's name. \nCustomer: When I followed the instructions after turning off data and connecting to the ZMDSAP signal, I was prompted to then choose a  wifi network. Then I did choose the wifi network. Then I was prompted to choose it again because the space for the wifi name was blank even though I  put in the passowrd and connected. Then I hit refresh becaues the list of wifi networks was blank. It is still twirling its circle 90 seconds laterr.\nCustomer: Sorry for all the misspelled words. \nHuman Agent: No problem, if you cannot select the network, you may try the manual setup option there. \nCustomer: I tried using the QR code. The zink wouldn't work at all. The camera is now connected. \nCustomer: I would like to ask a few questions\nHuman Agent: Sure. \nCustomer: Okay. I would like to move this camera from the current group to another group. How do I do that?\nHuman Agent: You can hit settings on the home page right of My Devices, select the current group, hit edit group at the bottom, then uncheck this camera and save the group. Then select the new group you want it added to, hit edit group, and check the circle to add it there and save. \nCustomer: Okay, thanks.\nCustomer: My next question is about the 2 cameras I have which do not seem to be powering up at all. What should I do? Is there any troubleshooting for them?\nHuman Agent: First I would try powering them up with a different, known good power cable. If that doesn't work then you could also potentially try a different outlet as well. \nHuman Agent: If they are on extension cables, please make sure to remove the extension cables and plug them in directly. \nCustomer: Okay, and assuming I have done this and they do not show any power, is there any more trouble shooting? \nHuman Agent: No, if you have done all of that and they are not powering on, there would not be anything else to do directly. However, it may also be good to cover the lens with your hand to see if the camera clicks or has a red light come on then in case it's just the indicator light having burnt out or something of that nature. If that were the case, you'd be working a bit blind during setup, but could still potentially connect it since it is powering on at that point. \nCustomer: Okay, so I do have the Skyview Driveway camera which I am trying to get setup but my app just told me the connection timed out. I guess I should try this one with Zink?\nHuman Agent: Skyview Driveway is another that may use either Zink or QR. So if you're more comfortable with the QR setup, you may do that again here. If it timed out, I'd double check your password in case there was a typo. If not, does it blink blue when you show the code at all or does it only blink green?\nCustomer: Yes, only blinking green\nCustomer: through the whole process. It timed out again. I did double check the password. I will try zink\nCustomer: So, I tried zink setup and the ZMDSAP signal is not showing. \nCustomer: Is it possible that the camera is not producing the signal?\nHuman Agent: I'd restart the camera and then once blinking green check for it again. If it doesn't show, you can turn your phone's wifi off and back on to force it to rescan to see if it shows up. \nCustomer: i will try this\nCustomer: I powered off the Skyview Driveway camera and took another look at the lens area and realized that the light is solid green\nHuman Agent: Solid green would imply it is not fully booting up so I would now treat it the same as the troubleshooting that was suggested for the ones that were not powering on. \nCustomer: flashing green now, but still no zmdsap on my list of available wifis. I had turned off my wifi on my cell phone while the camera was rebooting.\nHuman Agent: Okay, you could try QR again to see if it will react at all there. You'll want to make sure the red night vision light is not on when showing the code, that the phone is held in the same orientation as the camera, that the phone screen is bright to easily show the code, and that the sun is not reflecting off of the glass of the phone screen too much as that could make it harder to see. \nCustomer: Since my last message I did attempt the QR again. I am in a bright kitchen. Here is my set up.\nCustomer: D/static_file/0fcfca3bb7_1_20240919094709.jpg\nCustomer: The connection timed out 2 more times. \nHuman Agent: Okay, still not blinking blue at all? And is the camera painted? The model we were speaking of would typically be white. \nCustomer: It is painted. We ordered it in 2021 when we first needed it and didn't realize until later that you all were selling black cameras. It has worked fine until about 2 months ago when it and the other Skyview Pole camera began to go offline for long periods of time, then finally quit being connected. Now i am doing some \"figuring out\" and finally got that Skyview Pole working but this one, Skyview Driveway, is not producing a wifi ZMD SAP.\nHuman Agent: Okay, was this one using an extension cable at all previously? \nCustomer: We purchased 2 new devices, black outdoor ones, over the labor day weekend with the discount you all were offering. However, unfortunately, 1 out of 2 power cords does not work. That has been one of our impediments to getting the new and old cameras connected. I have tried the power cord in multiple outlets but it does not work.\nCustomer: Yes, it had used an extension cable. All of our cameras use extension cables. The power cables that come with the cameras are about 20 inches long and there's no way to get power up a pole unless you wire an outlet 25 feet in the air, so yes, at the risk of sounding a little put out, we do use extension cords for them all. \nCustomer: We have a total of 15 cameras.\nHuman Agent: The power cables that come with them are around 5 feet long. When using them with an extension cable, did you get a different power supply with increased amperage to account for the extra cable length?\nCustomer: Thanks\nHuman Agent: No problem. \nCustomer: Okay, I am sorry. I had to take a phone call in another room and I forgot to let you know!!\nCustomer: But, back to the power cord. Yes, you are right, I checked and the ones from the package are around 5 ft long. \nCustomer: I am not sure I understood your question, \"did you get a different power supply with increased amperage to account for the extra cable length?\"\nHuman Agent: Extension cables themselves are not meant to act as permanent power supplies and while there are longer micro-USB cables you could use, if you're going to lengthen the cable that would mean you would need a power supply with higher amperage to account for the extra cable length or else the longer cable would result in the device being underpowered which can, over time, damage devices. \nCustomer: Okay, I have nother call . I have to go now. Thanks for your direction and assistance and ideas.\nHuman Agent: Okay, have a good day."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Can I set up another camera on a different internet \nCustomer: Can I set up another camera on a different internet \nCustomer: It’s not allowing me to set it up this way \nCustomer: It’s not allowing me to set it up this way \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device tos ee what setup options it has, can you send me all the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid. \n\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device tos ee what setup options it has, can you send me all the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid. \n\nCustomer: I’m having trouble it has me put in my password but never wirks\nCustomer: I’m having trouble it has me put in my password but never wirks\nCustomer: Zmd18bbih80079\nCustomer: Zmd18bbih80079\nHuman Agent: I will also need the Model number as well, I am looking up the ID you sent now.\nHuman Agent: I will also need the Model number as well, I am looking up the ID you sent now.\nHuman Agent: This ID number did not allow me to see what setup the camera uses so I will need the Model to determine that info, If you are able to send a picture of the cameras sticker that's perfectly fine to do. \nHuman Agent: This ID number did not allow me to see what setup the camera uses so I will need the Model to determine that info, If you are able to send a picture of the cameras sticker that's perfectly fine to do. \nCustomer: Hello\nCustomer: Hello"]
["Customer: I have a camera i am trying to add and it says it is connected to another account\nCustomer: I need to speak to customer support \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device, can you send me all the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid. \n\nCustomer: Zmd16j917507136\nHuman Agent: I was not able to find the camera with that ID number, there perhaps may be a typo or a character missing, can you take a photo of the ID number and send it so I can compare \nCustomer: D/static_file/953f5e53e4_1_20250127130903.jpg\nHuman Agent: thank you, one moment while I try to look up this device again. \nHuman Agent: I was not able to find that camera in our system, cameras that have come online will pop up in the system when we look up the ID. When you look at the lights on the camera what color are they and are they flashing or solid?\nCustomer: It is solid blue. When I try to add it it says that it is connected to another account, but we have had this camera for 2 years so I don't know what account it would be under\nHuman Agent: Is this your first time setting up the device or have you set it up before in the past?\nCustomer: Actually we've probably owned this camera longer than that \nCustomer: We have had it set up in the past. \nCustomer: I just plugged it in again. Did you need it plugged in to attempt to find it?\nHuman Agent: I would like for the device to be plugged in, Let me know when its solid blue again.\nCustomer: Sorry, they had told me to unplug it earlier. It is plugged in and solid blue\nHuman Agent: Its no problem\nHuman Agent: I found the device, but I cant tell from my end if it is online or offline, I can add the camera to the account then have you check the live video to see if it is online/offline again. To add the caemra I just have to give it a name, what do you want me to name it?\nCustomer: That would be great \n#3 for a name please\nHuman Agent: Okay, one moment. \nHuman Agent: I added the camera now to the account, you may have to refresh the app but just let me know if your can see it properly or not now.\nCustomer: It's up and running! Thanks so much!\nHuman Agent: Fantastic! I'm happy to have been assistance to you today. Have a great day"]
["Customer: no lights on the cameras and are stuck in firmware update\nCustomer: -1\nCustomer: live agent\nCustomer: ZMD16LGI7517397\nZMD17A6I7520017\nCustomer: camera are stuck in firmware update \nCustomer: and are showing no lights \nCustomer: i have 9 of them with same status \nCustomer: kemoncri@gmail.com\nCustomer: i have tried reboot them but still no results\nHuman Agent: The first camera is offline, so it will need to be online before it can be updated. The second camera is not bound to your account and is still offline. Which camera do you want to start with?\nCustomer: start with first one \nCustomer: ZMD16LGI7517397\nHuman Agent: Okay, can you cover the camera lens and tell me if you see the infrared lights turn on?\nCustomer: it have a light on camera now as solid blue \nCustomer: on the app says needs firmware update \nHuman Agent: Okay, that camera is showing online now. Can you check the Live view for the camera? You can tap on update later.\nCustomer: let me check \nCustomer: it is not showing up on the app now \nHuman Agent: Did you tap on Delete Device?\nHuman Agent: You would not go to the settings, but tap on Live for the camera.\nCustomer: solid bule but not showing up on the app\nHuman Agent: You deleted it from your account. That is why it is not showing on your app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: i found it \nCustomer: adding now\nCustomer: i can see the camera feed but it says new firmware avilable \nHuman Agent: Then you can try to update the firmware on the camera now that it is online.\nCustomer: it is downloading now \nCustomer:  still downloading solid green \nHuman Agent: Okay, you will want to leave the camera plugged in while it is updating. You can back out of it on the app and we can work on the other camera while it updates.\nCustomer: updated \nCustomer: ok so next camera i guess?\nCustomer: ZMD17A6I7520017\nCustomer: flashing blue and green \nCustomer: doing the qr code method \nCustomer: cameras that are stuck in the updates i tried taping update later it says connection time out \nHuman Agent: The camera may not be online. Could I have the Device ID for the cameras that you are getting that message on?\nCustomer: ZMD16L3I7209151\nCustomer: I HAVE 8 MORE \nHuman Agent: That camera is offline. So it would need to be connected to the internet before it can be updated.\nCustomer: I HAVE 9 MORE CAMERAS IS THERE ANY WAY I CAN DO ALL IN ONE GO\nHuman Agent: When you setup one camera, it will look for other cameras that are nearby to set them up as well. So you may be able to setup multiple in one setup attempt, but you may need to do multiple setup attempts to connect all of the cameras.\nCustomer: IT IS SOLID BLUE AND NOT SHOWING UP ON THE OPTION THAT YOU TOLD ME \nHuman Agent: You may want to try searching again.\nHuman Agent: Also, you do not need to delete the camera from your account. You can leave it connected to your account when you do the setup.\nCustomer: OK SURE\nHuman Agent: I want to let you know that the Live Chat support will close in 9 minutes. If you want further assistance, I can help schedule a callback appointment. We do our callbacks Mon-Fri 9AM-12PM and 1PM-5PM CST. If you want to make an appointment, I will need your name, phone number, and what time and date you want your appointment.\nCustomer: i know what to do now i can handle it i guess if i need help i will contact you \nHuman Agent: We will be happy to help if you need any further assistance.\nCustomer: live agent"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD17CG17800612\nHuman Agent: Thank you. Can you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Flashing green\nHuman Agent: Alright, lets try the QR Code setup. When you show the QR Code to the camera, hold the phone screen close to the camera and pull it back. Watch the light closely and let me know if it changes from the flashing green.\nCustomer: Where can I get the QR code?\nHuman Agent: You would make it in the app. Sorry, I thought you had done that since you had asked the FAQ for the QR Code troubleshooting. I will send the instructions.\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Ok so my camera is back on but now it's showing the picture upside down \nHuman Agent: You can flip the screen in the device settings for the camera. Tap on Live and then tap on the gear icon in the top right corner. In Device Settings there will be an option that says Flip Screen or Invert Screen."]
["Customer: Set up\nCustomer: We changed to diner\nCustomer: We changed\nCustomer: WiFi not connecting \nCustomer: Camera not connecting \nCustomer: 1\nCustomer: Keeps failing \nCustomer: Help\nCustomer: Troubleshooting\nCustomer: Customer service \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\n\nCustomer: I’ve tried all the setup methods and not having any luck. I’m currently trying to get my pivot connected. It’s flashing green and connected to my Bluetooth. I am on 2.4\nCustomer: D/static_file/ccb4b4e9a1_1_20241016144021.png\nHuman Agent: Ah, okay. A pivot would not use the QR setup. I was going based on the cameras you have on your account already which are offline. \nHuman Agent: Instead you'll need to use the Zink setup method for it or otherwise use the QR setup with one of your other cameras on your account near it, though when doing QR you would need to use your own network, not ZMD_SAP. In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\n\nCustomer: I was starting with it since it monitors my special needs daughter. \nHuman Agent: Okay. \nCustomer: I tried zink. Give me a minute and I’ll read details and try again. \nHuman Agent: Okay. \nCustomer: Figures I spend an hour and then boom it worked that\nCustomer: Time\nHuman Agent: Good to hear it connected then. Anything else I can help with for now?\nCustomer: So for all the other ones do I delete and re add with qr?  They are just the regular indoor and outdoor \nHuman Agent: No need to delete them. The ones on your account can be set up using the instructions provided earlier. I'll send them again here. You'll need to make sure you're connecting your phone to your 2.4Ghz network you want to set them up onto though, not ZMD_SAP if it's still available. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Ok let me try one and I’ll let you know\nHuman Agent: Okay. \nCustomer: Thank you. It worked. I’ll go do the rear while it is fresh. Thank you!  I’m all set \nHuman Agent: No problem, glad to hear you were able to get it set back up. Feel free to reach back out if you ever have any other questions."]
["Customer: Troubleshooting\nCustomer: Can’t reconnect cameras to new router\nCustomer: -1\nCustomer: Can’t see older cameras ZP-1B15-w in app…. Log into ZP-SAP network and het a response from192.168.10.1….  But will not add to new network \nCustomer: K\nCustomer: How do I reset the camera to factory \nCustomer: There is no button\nCustomer: Agent\nCustomer: Have just the older cameras. ZP-IB15-W…. Worked for years, but then I replaced router….  Now the just flash green… \nCustomer: Sorry ZB-IBH15-W\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Whenever you change the wifi name, password, or rotuer the cameras will drop offline. To get them back online again you would go through the setup, that's how you reconnect the cameras and give them the new network info to reconnect. \nHuman Agent: The setup the 3 cameras tied to this account use is the Zink setup. I will send you the directions for that setup one moment. \nHuman Agent: Zink Setup\n\n1.Check Network Compatibility:\n\nEnsure that the Wi-Fi network you want to connect the camera/s to, is operating on the 2.4GHz frequency.\n\n\n\n2.Access Zink Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the Zink option.\n\n\n\n3.Initiate Installation:\n\nEnter the number of devices you are trying to set up, tap on the check mark or next.\n\n\n\n4.Connecting to the ZMD_SAP\n\nTap on \"Tap Here to begin set up\" follow the onscreen instructions. The phone may warn you this network has no internet.\n\n\n\n5.Wi-Fi Password Entry:\n\nThe app will prompt you to select or enter your Wi-Fi name (SSID) and enter the Wi-Fi password. Remember the Wi-Fi and password are case sensitive.\n\n\n\n6.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nCustomer: Setup in the app for the model I have doesn’t work… I have tried all the Zink… I see the zmd_sap… join that and then go back to the app…then enter WiFi info and it just stalls\nCustomer: I am going back to try again- hopefully session continues… will the current app work with this model?\nHuman Agent: Okay, if it does not mvoe forward from that step theres a few things that would cause that. Can you try turning off the Celular/mobile data on this mobile device then try the setup again. \nHuman Agent: If it still does not resolve the issue, reboot the camera (unplug it plug it back in) Connect to the ZMD_SAP network in your phones Wi-Fi settings, then try the setup again. \nHuman Agent: also make sure you are within 10 feet light of night from the camera."]
["Customer: Set up\nCustomer: Change wifi \nCustomer: How to reset my camera \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: Live agent \nHuman Agent: How can I assist you?\nCustomer: Hi I don’t know if you have access to my previous chat \nCustomer: I changed internet modems and now the cameras won’t connect \nCustomer: I have tried ALL troubleshooting options and even went up in the attic to unplug them and it still won’t work \nHuman Agent: Alright, you unplugged the camera and plugged it back in, so what light do you see in the camera?\nCustomer: Are you there?\nHuman Agent: Yes, did you receive my message? You unplugged the camera and plugged it back in, so what light do you see in the camera?\nCustomer: Hello?\nHuman Agent: Are you receiving my messages?\nCustomer: D/static_file/8521eb5646_1_20250306165406.png\nCustomer: Those are the only messages I have received \nHuman Agent: That is fine. I will send my response again.\nHuman Agent: You unplugged the camera and plugged it back in, so what light do you see in the camera?\nCustomer: Flashing green\nCustomer: Same as before \nCustomer: D/static_file/7eb4d673d6_1_20250306165507.jpg\nHuman Agent: Alright, flashing green is good. Lets try the QR Code setup now that you have rebooted the camera. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I have also called my internet provider to ensure that the modem is open to 2.4ghz. And I’ve even removed the screen protector from my phone \nCustomer: I have already attempted this twice\nCustomer: And it times out \nHuman Agent: I understand. Lets try again. We are not worried about what it says on the app. We are just worried about the light in the camera.\nCustomer: If I exit this chat, it also ends it and I have to start all over again. It is what happened when the last agent was helping me troubleshoot \nHuman Agent: So when you get the QR Code on your phone screen, while the light is flashing green hold the phone screen close to the Zmodo camera lens and slowly pull it back. Watch the light and let me know if the light changes at any point.\nHuman Agent: The Live Chat will remain open for at least 7 minutes. If it does time out, then you can start a new chat.\nCustomer: Sir this is the second chat I have to start. \nHuman Agent: Yes, your previous chat timed out because there was more than 7 minutes without a response from you.\nHuman Agent: That is why I said it will remain open for at least 7 minutes.\nCustomer: The light continues to flash green, until the message that it has timed out comes on \nHuman Agent: Can you send a screenshot of the QR Code that you are showing to the camera?\nCustomer: I have also tried with another one of the cameras to see if perhaps it would connect but it does the same thing\nCustomer: I don’t understand. They were working fine until I switched modems \nHuman Agent: Right, you have a new router, so you need to setup the cameras to connect to the new router.\nHuman Agent: Can you send a screenshot of the QR Code that you are showing to the camera?\nCustomer: Yes sir one second \nCustomer: D/static_file/2fa52c5c70_1_20250306170310.png\nHuman Agent: Thank you. There are a few things to check here. First, can you make sure that the antenna is screwed on securely to the camera?\nHuman Agent: Then you can go to your Wi-Fi settings and make sure that the network you are connected to is your 2.4 GHz network. When you are connected to your 2.4 GHz network, then you can tap on the settings button next to the network name and tap on Forget this network. That will disconnect you from the network and it will show up in the list of available networks. You can tap on the network and enter the Wi-Fi password to reconnect.\nCustomer: Yes sir the antenna is secured \nCustomer: How would I see from the WiFi settings to ensure that it is 2.4ghz\nCustomer: D/static_file/0ac7fb8056_1_20250306170735.png\nHuman Agent: It would not show it there. You can check the router settings. But first, can you go back to the screen that shows all of the Wi-Fi networks? And is there a network with a similar name?\nCustomer: I have sent you the details of the WiFi \nHuman Agent: I see that. Did you get my response saying that it would not show if it is a 2,4 GHz or 5 GHz in the picture you sent?\nCustomer: D/static_file/a343351c1f_1_20250306171132.png\nCustomer: There is another network that starts with the word kinetic but it is not mine. \nCustomer: On the screen prior to the QR code it lists the correct network name \nCustomer: D/static_file/a8e0b64c9e_1_20250306171247.png\nHuman Agent: Okay, did you forget the network in your Wi-Fi settings?\nCustomer: Yes sir. \nCustomer: I forgot it, then put the password in again, and tried to connect via QR code again, and nothing \nHuman Agent: Then you can try the QR Code setup again. If it does not work, then you can try adjusting the display settings. Make sure it is on Light Mode. Make sure Night Shift and any other blue light filters are turned off. Make sure font size is set to default or smaller and that the screen zoom is default. Also make sure the brightness is turned up. \nCustomer: I have informed you sir that I have just done that. I even removed my screen protector \nHuman Agent: The cameras may have trouble reading the QR Code based on how it is mounted and the brightness. You can try bringing the camera down and bringing it inside close to the router for the setup.\nCustomer: I have another camera that is in a corner inside the carport where it doesn’t get the glare and I’ve followed the same steps there \nCustomer: I am not trying to be difficult with you. I am only trying to explain all of the steps that I have taken before. I tried reaching out to you guys.\nHuman Agent: Okay, so that still does not change trying to bring the camera down and plug it in next to the router.\nHuman Agent: If that does not work, then you would want to check the router settings to make sure you are connected to a 2.4 GHz network and not a 5 GHz network. Then you can try restarting the router. And you can try another phone or tablet.\nCustomer: Sir the cameras have been installed in the same spot and the router has been in the same spot for 2 years \nCustomer: The power connection is in the attic, as I’m sure you understand it isn’t as simple as just bring the camera inside. \nHuman Agent: It is a new router though. You said that you changed it.\nCustomer: Yes sir. But not it’s location \nHuman Agent: Yes, but different routers are going to have different signal strengths. Also, sometimes the camera needs to be closer to the router for initial setup and then can be moved.\nCustomer: And again with all due respect, we are talking about a home security system. It isn’t a desk lamp that you can simply pick up and move around.\nCustomer: OK, so in the event that I bring one of the cameras down and try bringing it inside what should I try next?\nHuman Agent: That would be why it is one of the last things I would suggest to try. Because it is more difficult than the other things.\nCustomer: Understood. \nCustomer: Following that attempt, what would be next. \nHuman Agent: I sent a message with other things to try. I will send it again.\nHuman Agent: If that does not work, then you would want to check the router settings to make sure you are connected to a 2.4 GHz network and not a 5 GHz network. Then you can try restarting the router. And you can try another phone or tablet.\nCustomer: I informed you early in the conversation that I had called my internet provider and ensured this steps\nHuman Agent: Calling your internet provider is different from checking your router settings. And I am not privy to your conversation with your internet provider, so I do not know what was checked or what was said.\nHuman Agent: You could also check the signal strength at the camera location.\nHuman Agent: To test signal strength, you can download an app on your phone. If you are using Android, then you will want to download an app called Wifi Analyzer. If you are using iOS, then you can download an app called Airport Utility. You can use these apps to test the signal strength from your Wi-Fi near the cameras.\nCustomer: Sir I ensure you that the router was setup correctly \nHuman Agent: I'm not saying it was not setup correctly.\nCustomer: I will check the WiFi signal \nCustomer: WiFi signal is strong \nHuman Agent: What is the signal strength? It will give you a strength and it will also give you a channel.\nCustomer: One second \nCustomer: D/static_file/af006145c9_1_20250306173909.png\nHuman Agent: That is the download and upload speeds, not the signal strength. To test signal strength, you can download an app on your phone. If you are using Android, then you will want to download an app called Wifi Analyzer. If you are using iOS, then you can download an app called Airport Utility. You can use these apps to test the signal strength from your Wi-Fi near the cameras.\nCustomer: D/static_file/b92f834b7a_1_20250306174252.png\nCustomer: D/static_file/85a4556ad0_1_20250306174256.png\nHuman Agent: That tests the ping over the network from the router. That is not testing the Wi-Fi signal strength. Are you seeing my messages?\nHuman Agent: If you are using iOS, you will want to use Airport Utility. You can download the app, then you will go to your phone settings and go to the Airport Utility settings. Then turn on the Wi-Fi scanner. Then you can go to the Airport Utility app itself and tap on Wi-Fi Scan and then Scan.\nCustomer: ?\nHuman Agent: That tests the ping over the network from the router. That is not testing the Wi-Fi signal strength. Are you seeing my messages?\nHuman Agent: If you are using iOS, you will want to use Airport Utility. You can download the app, then you will go to your phone settings and go to the Airport Utility settings. Then turn on the Wi-Fi scanner. Then you can go to the Airport Utility app itself and tap on Wi-Fi Scan and then Scan.\nHuman Agent: I want to let you know that the Live Chat support will close in 10 minutes. If we run out of time, then I will send you an invitation to schedule a callback appointment.\nCustomer: I’m here \nHuman Agent: The picture you sent tests the ping over the network from the router. That is not testing the Wi-Fi signal strength. Are you seeing my messages?\nHuman Agent: If you are using iOS, you will want to use Airport Utility. You can download the app, then you will go to your phone settings and go to the Airport Utility settings. Then turn on the Wi-Fi scanner. Then you can go to the Airport Utility app itself and tap on Wi-Fi Scan and then Scan.\nCustomer: D/static_file/892d718039_1_20250306175434.png\nCustomer: This is what it tells me \nHuman Agent: Yes, that is because you need to go in to the settings like I mentioned in the rest of my message. You can download the app, then you will go to your phone settings and go to the Airport Utility settings. Then turn on the Wi-Fi scanner. Then you can go to the Airport Utility app itself and tap on Wi-Fi Scan and then Scan.\nCustomer: D/static_file/558723521f_1_20250306175624.png\nCustomer: D/static_file/a2c8012df8_1_20250306175626.png\nCustomer: This is what it shows \nCustomer: I don’t really understand it \nHuman Agent: Yes, the RSSI value is the signal strength. The cameras are designed for a signal strength between -40 and -60 dBm. So the signal strength of your network is a little bit weak at your current location. Are you there with the camera?\nCustomer: One second let me move and go back\nHuman Agent: Since the signal strength is weaker, you can try moving the camera close to the router for setup. You may also want to look at potentially using Wi-Fi extenders. The Live Chat support will be closing for the evening. You can tap on Schedule Call if you want to make a callback appointment.\nHuman Agent: Since the signal strength is weaker, you can try moving the camera close to the router for setup. You may also want to look at potentially using Wi-Fi extenders. The Live Chat support will be closing for the evening. You can tap on Schedule Call if you want to make a callback appointment.\nCustomer: D/static_file/7f8ce0f500_1_20250306180056.png"]
["Customer: My camera not working flashing green light tried to reset not working\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: Zmd131ke2001751\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code.\n\nCustomer: I am still here\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code.\nCustomer: I do not have a QR code on the camera\nCustomer: I will check this method need to create this\nHuman Agent: The QR code is generate by app using your wifi information the camera then scans the QR code. Please read the set up instructions sent, they describe the process. \nHuman Agent: D/static_file/c0601f4f0b_1_20240925153153.png\nHuman Agent: It will look like this but with your camera instead of the outdoor camera."]
["Customer: zp-ibh23-w cannot be found by app. I see ZMD_SAP as available network, and phone can connect to it, but the app says \"failed to connect\". I was able to hit the 192.168.10.1:8087 interface from a laptop and put in the correct info, but nothing seems to happen.\nCustomer: did that\nHuman Agent: Hi my name is Wendy.  cameras ch1, ch2, ch3, ch4 show offline.  Which camera are you working with right now?\nCustomer: i'm just starting with camera1 -- i have none setup yet\nHuman Agent: Camera CH1 ? ZMD11KH83000492 ?  is this the camera you are next to right now?\nCustomer: i actually only have 2 of the original 4 cameras, as 2 of them died, so whichever is ZMD11KH83000426\nHuman Agent: Ch1, CH2, CH3 use Zink setup. CH4 uses QR code setup.\n\nWhat color is the indicator light on CH3 ZMD11KH83000426?  and is the light blinking or solid?\nCustomer: blinking green\nHuman Agent: The camera should be close to the router and you need to be right next to the camera during setup\nCustomer: i am\nHuman Agent: ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nCustomer: yup. my phone is connected to zmd_sap\nHuman Agent: okay after connecting to zmd_sap please continue with Zink setup\nCustomer: the app keeps saying \"ZMD_SAP was not connected. please try again\"\nCustomer: but it shows i'm connected to that SSID. my mobile radio is off.\nHuman Agent: Turn off your mobile data then try again to connect to zmd_sap network\nCustomer: yup. did that. see above\nHuman Agent:  Connecting to ZMD_SAP:\n       Go to your phone WiFi settings and try to connect to ZMD_SAP from there\n       -If this does not work, then disable the \"auto-reconnect\" setting on your home WiFi network and other available networks.\n       -If this does not work, then forget your home WiFi network and other available networks\n       -Disable mobile data\n\nCustomer: now it says \"AP_ZMD was not connected. please try again\"\nHuman Agent: Here are some troubleshooting steps to go through:\n\nZink troubleshooting tips:\n\n1. Have only 1 camera connected to power:\n       Disconnect all other cameras that need to be set up.\n2. Distance from camera:\n       Make sure you are within 5 to 10ft of the camera you are trying to setup.\n3. Connecting to ZMD_SAP:\n       Go to your phone WiFi settings and try to connect to ZMD_SAP from there\n       -If this does not work, then disable the \"auto-reconnect\" setting on your home WiFi network and other available networks.\n       -If this does not work, then forget your home WiFi network and other available networks\n       -Disable mobile data\n4. 2.4 GHz Network:\n       Ensure that you're using a 2.4GHz network for the setup.  \n5. WiFi Information:\n       Double-check that you're using the correct WiFi password.  Remember, it is case-sensitive.\n6. Distance from the router:\n       It's recommended to have the camera in the same room as the router during the setup process for optimal connectivity.  Plug the camera in to a wall outlet close to the router with the original power adapter.  No extension cords, power strips, or surge protectors.\n\nCustomer: all of the above have been done and verified, with two different phones.\nHuman Agent: You have all but the 1 camera plugged into power.  The camera is plugged directly into a wall outlet with just the original adapter? no extension cords, power strips or surge protectors?\nCustomer: yes ma'am\nCustomer: as stated, I can get the camera's internal web server when I am connected to the ZMD_SAP network. the app just doesn't seem to like it.\nHuman Agent: Could you try setting up one of the other cameras? See if you have the same issue?\nCustomer: i can try the other camera again. I've tried before using the QR method, but I'll try again.\nHuman Agent: let me know the ID on the next camera you try to setup so I can check the setup method\nCustomer: that is zmd16eqi7512909\nHuman Agent: ZMD16EQI7512909 uses QR code setup.  Is this one blinking green right now?\nCustomer: yup\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: how long should it take the camera to read the qr code?\nHuman Agent: it can take a minute or so.  is the indicator light only blinking green? or is it flashing between green & blue?\nCustomer: ive tried several times and it just times out\nCustomer: only green\nHuman Agent: Go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location then go through QR code setup again\nCustomer: verified\nHuman Agent: okay location is now enabled along with precise location?  Please go through setup again\n\nCustomer: yup. it just timed out again\nHuman Agent: Your phone is connected to 2.4GHz wifi?\nCustomer: yes, the SSID is on a 2.4GHz only network\nHuman Agent: any cracks on your phone screen?  background of the app is white not black?\nCustomer: no ma'am\nHuman Agent: is your phone background when looking at the app, white? or black?\nCustomer: brightness is up all the way, screen is pristine. app background is black.\nHuman Agent: can you switch the background to white? \nHuman Agent: sometimes the cameras have an easier time reading the QR code with the white background\nCustomer: i'm guessing that's a phone setting and not an app setting?\nHuman Agent: -Turn lights on in the room you are in when setting up the camera. Turn your phone's brightness level all the way up.\n\n-Font size should be small.\n\n-camera is connected directly to a wall outlet with just the original adapter? no extension cables, power strips, or surge protectors?\n\n\n\nHuman Agent: Yes in your phone's display settings you should be able to switch to white background\nCustomer: got it and retrying now\nHuman Agent: ok\nCustomer: still nothing so far\nHuman Agent: Do you have another phone or tablet you could try setup from?\nCustomer: i'm gonna run to fetch an old tablet to see if that might work\nHuman Agent: ok thank you\nHuman Agent:  for tablets Hold at 10 inches away so the camera can read the QR code.\nCustomer: having to download the app, sorry\nHuman Agent: no problem.  make sure to allow all permissions when setting up the app\n\nCustomer: so far it's behaving the same.\nCustomer: for this one it's like it can't see the QR code, if it indeed that's what it is supposed to be trying to do.\nHuman Agent: I'm not sure what you mean by you can't see the qr code, could you explain in more detail?\nHuman Agent: attach a screenshot or picture of what you are looking at?\nCustomer: i mean the camera is acting like it can't see the QR code, being that nothing is happening when pointing it at the screen. i've tried adjusting the distance away from the screen to between 6 in and 14 in, and holding it there for 1-2 minutes without moving it. doesn't seem to matter\nHuman Agent: Is the indicator light flashing between green & blue? or just green?\nCustomer: just green\nHuman Agent: just green means the camera isn't communicating with your router.  You have just the (1) 2.4GHz wifi router?  Does the router have any virtual or guest networks?\nCustomer: no ma'am\nCustomer: sorry, yes, it's just the 1 and no virtual or guest networks. \nCustomer: plain, vanilla 2.4GHz SSID with WPA2 PSK\nHuman Agent: Please unplug the router for 3 minutes.  After 3 minutes plug the router back in again and when its back online try setup again.\n\n\nCustomer: i'll try that again too :)\nHuman Agent: okay thank you!\nCustomer: sorry, yes.\nHuman Agent: No problem.  Router has been rebooted?\nCustomer: reboot and reattempt is same\nHuman Agent: Could you take a screenshot of the QR code and attach it here?\nCustomer: here ya go\nCustomer: hmm. did it come through?\nHuman Agent: not yet\nCustomer: D/static_file/777545f73d_1_20241022170414.jpg\nHuman Agent: Are the red lights on in the camera? Or is it just the flashing green light?\nCustomer: just flashing green\nHuman Agent: You may also want to check for any Eye Comfort Shield or other blue light filter settings on in the Display settings that can make it difficult for the camera to read the QR Code.\nCustomer: yup. turned all those off, too\nCustomer: my laptop webcam confirmed the qr code has the data i expect\nHuman Agent: Okay, then unplug the camera, plug it back in, and watch the light closely. It should start solid green, then change to flashing green. Watch it for a minute and make sure it does not change from the flashing green (even briefly). \nHuman Agent: Then try the QR Code setup again with all of the changes. Hold the phone screen close to the camera lens and slowly pull it back. Watch the light closely and let me know if it changes at any point from the flashing green.\nCustomer: got it. trying now\nHuman Agent: If the light does change from the flashing green when you initially plug it in, let me know, as well.\nCustomer: starts solid green, then starts flashing green every 1 second, no alteration\nCustomer: i'm gonna have to call it for today. i'll keep playing with it and reach out to try again if i can't get anything to connect.\nHuman Agent: Alright, please do not hesitate to contact us if you have any further questions."]
["Customer: Hi \nCustomer: How I change they password of the wifi ?\nHuman Agent: Hello, my name is Grant. To set up the cameras on your account you will use the QR code method. Open the app and tap on Devices and then tap on Add Device. Follow on-screen instructions and the app will ask for your Wi-Fi password. A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Cameras aren't connecting \nCustomer: Can't see cameras on app\nCustomer: Can't see anything from rhe cameras on the app\nCustomer: Human\nHuman Agent: The cameras on your account are currently offline. Did you change your router, your Wi-Fi name and password, or your internet provider recently?\nCustomer: Yes\nCustomer: I believe so\nCustomer: How do I fix it\nHuman Agent: The cameras would need to be setup again with the initial setup method to connect to the new Wi-Fi network.\nCustomer: Please remind me how to do that\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Thank you\nCustomer: That is very helpful\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Hello I am new to this property and the cameras have not been working since I got here. \nCustomer: how do I connect them to internet?\nCustomer: what device there is nothing showing to connect?\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: zmd14cnec246755\nCustomer: thats the camera or 1 of them then there is a router zmodo zmd14fna12545050\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: blinking blue\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code."]
["Customer: Troubleshooting\nCustomer: Hi need  help \nCustomer: Customer service\nCustomer: 1\nCustomer: I need help conectin 4 cameras could you please help me already did don't let me\nCustomer: D/static_file/f0806b077a_1_20250131171938.jpg\nCustomer: D/static_file/c7cbb1fd23_1_20250131172002.jpg\nCustomer: Already did all tha  you told me still can't not conect \nHuman Agent: Okay, so you got through the setup completely, but none of the cameras connected? Or did you get stuck at a particular part of the setup?\nCustomer: Yes it say no internet an don't let me do nothing else\nCustomer: You think you could help me conect  please\nCustomer: I got stuck on the wifi connection it say connected no net work an I get suck there\nCustomer: They suppose unbind the cameras I bought them on ebay\nCustomer: The email is  mariedonna296@gmail.com \nHuman Agent: I am helping you connect. No internet is normal for the ZMD_SAP network as you are just connecting to the camera. If you are stuck on the page with the \"Tap here to begin setup\" button, you likely need to either turn on location or allow the location permission for the app first so that the app can see you're connected to that network. \nCustomer: Ok let me do tha \nCustomer: Ok so need to turn on location\nHuman Agent: Okay. \nCustomer: Already did tha don't let me\nHuman Agent: Your phone won't let you turn on location and allow the location permission for the app?\nCustomer: Already  turn on location it says the same\nCustomer: D/static_file/b4b7c39434_1_20250131173051.jpg\nCustomer: Thas wat it says\nHuman Agent: Did you hit done once you were connected?\nCustomer: Yes it's all it gets stuck there\nHuman Agent: Okay, and in addition to turning on location on your phone, you have also allowed the location permission for the app?"]
["Customer: How do I check internet connection on app\nHuman Agent: Hello, my name is Grant. There is not a way to check the internet network that the cameras are connected to on the app. The cameras on your account are currently offline. Are you trying to set them up on a new Wi-Fi network?\nCustomer: Why are my cameras not on app with solid blue light on\nCustomer: Yes\nHuman Agent: Do you still have your old router or any Wi-Fi extenders?\nCustomer: Same router, just changed password on it\nHuman Agent: Do you have any Wi-Fi extenders or a mesh network?\nCustomer: No\nHuman Agent: Okay, can you go to one of the cameras, unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in? The light should then change over a minute, let me know if it changes.\nCustomer: Flashing green \nHuman Agent: Okay, that means it is not connected to a Wi-Fi network and is ready for setup. You can setup the camera with the QR Code setup method.\nHuman Agent: Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Is there anyway to talk to a live person?\nCustomer: Ok\nHuman Agent: How can I assist you?\nCustomer: I had to get AT&T Internet air so now I need to know how to change what Wi-Fi my cameras are running on\nHuman Agent: To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Ok I’ll try it \nCustomer: Yes\nCustomer: That did not work \nCustomer: Are you still there?\nHuman Agent: Two of your cameras are online now. So it looks like the camera did take the QR Code setup and connect.\nHuman Agent: The cameras named \"Kitchen\" and \"Dining Room\" are online.\nCustomer: Oh ok I never heard any other message \nCustomer: So I’ll just continue doing that with all the cameras\nCustomer: I will continue now\nCustomer: Should I come back here to this chat often so we don’t get disconnected\nHuman Agent: You probably would not see a message on the app. You would look for the light in the camera. The solid blue light means it is connected.\nHuman Agent: You can always start a new chat if you need further assistance.\nCustomer: OK, have any more connected?\nHuman Agent: No, those are the only two cameras connected.\nCustomer: Ok I’ll keep trying \nCustomer: I don’t see any lights on on those two that you say are connected\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/82cf2797b4_1_20250203132800.jpg\nHuman Agent: Thank you. Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it back in?\nCustomer: A red light came on for a second and then blinked back off\nHuman Agent: There will be a green or blue light in the camera. You will want to try looking in the camera lens or where the wire goes in to the camera.\nCustomer: I’ve got nothing on any camera. I did just get a notification from the kitchen camera \nCustomer: I guess I just have to keep trying the QR code thing trying to get them to connect.\nHuman Agent: Okay, that is fine. We are not worried about the other cameras right now. Lets work with the camera that you gave me the ID for.\nHuman Agent: We want to stick with one camera at a time rather than going around between the cameras. If it does not work on this camera, we can later try going to another camera, but lets work with one at a time.\nCustomer: Ok I tried the QR code again on that one I gave you the info for\nHuman Agent: That camera is online.\nCustomer: OK, what do you want me to do next?\nHuman Agent: You would go to the next camera you want to setup.\nCustomer: OK, I’m there. What do you want me to do?\nHuman Agent: You would do the same thing as you have done to setup the other cameras.\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 👍🏻\nCustomer: Did that one connect?\nHuman Agent: I do not know which camera you are working on.\nCustomer: D/static_file/eec6def41d_1_20250203134737.jpg\nHuman Agent: Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: The red one in the middle\nHuman Agent: Are you talking about the infrared lights around the camera lens?\nCustomer: No\nCustomer: It’s just a little red dot in the middle\nHuman Agent: Okay, that is probably just the camera lens. There will be a green or blue light in the camera when it is powered on.\nCustomer: These cameras are pretty old. Is there any chance the little bulb that’s  supposed to be glowing is burnt out\nCustomer: Should I try the QR code again?\nHuman Agent: It is possible. It is more likely that with how you have it mounted, you may just be having trouble seeing it. Can you do the QR Code setup?\nCustomer: Yes\nHuman Agent: Yes, you should don the QR Code setup as that is how you would connect the camera.\nCustomer: Did it work?\nHuman Agent: That camera is online. Can you see the live video in your app?\nCustomer: I’ll check\nCustomer: Yes I can \nI have 2 more cameras \nCustomer: D/static_file/a4ba20b4e0_1_20250203135845.jpg\nHuman Agent: Okay, then you can do the same thing for those cameras.\nCustomer: Unplug it etc\nCustomer: Is that one online now?\nHuman Agent: It does not look like it. Can you see the live video? If you can see live footage in the app, then that means it is online.\nCustomer: Moving to my last camera\nCustomer: I was trying to last camera, but it’s not connecting\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/776413637e_1_20250203141641.jpg\nHuman Agent: Can you unplug the camera and plug it back in?\nCustomer: Ok I did\nHuman Agent: Did you do the QR Code setup?\nCustomer: Yes, doing it now gotta put in my password, etc.\nCustomer: I’ve tried it twice and it’s not taken it. I think I’m done for today.\nCustomer: When I wanna try again, can I just try the QR code or do I need to get assistance again?\nHuman Agent: Okay, you may want to try taking the camera down so that you can better see the light in the camera. You can also use another power adapter.\nHuman Agent: You can do the QR Code setup. If you feel comfortable on your own you can do that. I have not done anything except explain the steps to you. But if you forget or would like assistance, you can contact us again.\nCustomer: OK, thanks so much for all your help today. I really appreciate it.\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: My device won’t connect \nCustomer: My device keeps saying device off line\nCustomer: Troubleshooting\nCustomer: Device offline help\nCustomer: Device offline\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\n\nCustomer: Yes can I get help with device offline\nHuman Agent: Yes, did you see my previous message?"]
["Customer: Says time out check oassword is correct\nAnd it is and 2.4 connection\nCustomer: My other camera is working on meshare \nCustomer: I was speaking to guy five mins ago\nCustomer: Can he help me \nCustomer: Agent\nCustomer: Check log from last two months please.  Same issue \nHuman Agent: Can you send a screenshot of the QR Code that you are showing to the meShare camera?"]
["Customer: Troubleshooting\nCustomer: Need human\nCustomer: Hi\nHuman Agent: How can I assist you?\nCustomer: D/static_file/f8103a1a38_1_20250113131804.jpg\nCustomer: I removed this camera by error\nCustomer: Need add again \nCustomer: But i am not in home\nHuman Agent: Okay, let me take a look at it.\nCustomer: Haloooo \nHuman Agent: Alright, I was able to find the camera, let me see if it can be added to your account.\nHuman Agent: Can you go to the Me tab at the bottom right corner of your app? Then tap on the email address or phone number that you see there at the top? There should be an Account Number. If you can give me that number, then I should be able to add the camera to that account."]
["Customer: Set up\nCustomer: Trying to reconnect after new router. No lights -red occasionally \nCustomer: We used zink to originally connect - tried didn’t work. Accessed 2.4ghz. Nothing.\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like all of the cameras on your account except \"Not on\" would now use the QR setup. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: No green lights when plugged in \nCustomer: Still here\nCustomer: There aren’t any green lights I’ve switched to 2.4 GB were right next to the router still can’t connect\nHuman Agent: Are there no lights on any of the cameras at all? If so, do they have a red light come on if you hold your hand over the lens? \nCustomer: Yes \nCustomer: They go on and off\nHuman Agent: The red light is a night vision light. If they are coming on, that implies they're at least powering up and it may just be difficult to see the indicator light itself as it is harder to see, especially in bright light. \nHuman Agent: When you tried the setup I sent then, were you able to get the screenshot I requested?\nCustomer: We only have a 30 minute window to connect at 2.4 gig hertz\nCustomer: One chest flash green for a few seconds\nHuman Agent: Generally that should not be an issue as the 5Ghz network doesn't need to be disabled. \nHuman Agent: When you tried the setup I sent then, were you able to get the screenshot I requested?\n\nCustomer: I haven’t tried it. I’ll try it now.\nHuman Agent: Okay. \nCustomer: The QR code set up correct?\nHuman Agent: Yes. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: So far it worked! Thank you! We can move them right?\nHuman Agent: Yes, so long as they are still within range of the router they should reconnect automatically if you have already reconnected them successfully using the QR setup. \nCustomer: Thanks!\nHuman Agent: No problem, is there anything else I can help you with for now?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Not working \nCustomer: Camera won't setup\nCustomer: Camera doesn't scan the qr code\nCustomer: The light stops blinking green when present with qr code and turns blue\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: Hii \nHuman Agent: Hi.  What are the IDs on the cameras you are needing help with?\nCustomer: D/static_file/ff04d1c7cb_1_20250217160606.jpg\nHuman Agent: ZMD18ADIH518776 is the indicator light solid blue or blinking blue?\nCustomer: Blinking blue\nCustomer: The goes back to blinking green \nHuman Agent: okay.  please go through setup again making sure to enter your wifi password carefully.  It is case senstivie.\nHuman Agent: Zmodo QR code instructions: \n\n-First go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\n***The camera should be next to your router during setup, 5ft or less to your router***\n\nHuman Agent: Your phone's display should be bright and the room you are doing setup in should be bright.  Open blinds, turn lights on, make the room as bright as possible for setup\nCustomer: Okay \nCustomer: Same thing \nHuman Agent: What do you mean same thing?\nCustomer: The light goes back to blinking green \nCustomer: After it blinks blue \nHuman Agent: Did you go through QR code setup again? already?\nCustomer: Yes I did \nHuman Agent: Did you check these things first?\n-First go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n-Your phone's display should be bright and the room you are doing setup in should be bright.  Open blinds, turn lights on, make the room as bright as possible for setup\nCustomer: Yea\nCustomer: Blinks blue \nCustomer: Then goes back to green\nHuman Agent: okay.  Please go to your phone's wifi and forget the 2.4GHz wifi that you are connected to then reconnect to it. \n\nSometimes the indicator light will switch between green & blue if the wifi password is incorrect.\nCustomer: And it times out\nCustomer: Ok\nHuman Agent: Please go to your phone's wifi and forget the 2.4GHz wifi that you are connected to then reconnect to it. \n\nSometimes the indicator light will switch between green & blue if the wifi password is incorrect.\nCustomer: Blinking blue\nCustomer: Then green  \nCustomer: Then blue\nHuman Agent: okay did you forget your wifi password then reconnect to 2.4GHz wifi?\nCustomer: Yes\nHuman Agent: okay you are sure you are connecting to 2.4GHz wifi?\nCustomer: Yes\nHuman Agent: Camera is plugged directly into a wall outlet as close to the router as possible for setup? no extension cords, power strips, or surge protectors?\nCustomer: Yes\nHuman Agent: okay.  Please try setting the camera up with Zink setup instead of QR code setup.\n\nZmodo ZINK setup instructions:\n-First go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n-Then turn off mobile data for your phone.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup. Please remain within 5 feet of the camera for the entire process.\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have a tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.  Follow the in-app instructions to complete setup.\n\nCustomer: Ok\nCustomer: It said it was not connected \nHuman Agent: when you tried to connect to zmd_sap network it said not connected?\nCustomer: Yes\nHuman Agent: You have location enabled for the Zmodo app?  \n\nMobile data is turned off?\n\nYou are right next to the camera?\nCustomer: My location was off all along it's working thanks !\nHuman Agent: Great!"]
["Customer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera that is solid blue?"]
["Customer: Troubleshooting\nCustomer: Camera was on my network and in my camera list. It stopped working. I erased it and now it is not showing to add devoce\nCustomer: That’s why I’m contacting you!\nCustomer: Customer support \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Yea\nCustomer: ZMD 16EEQI7518308\nCustomer: Sorry\nCustomer: 16eqi7518308\nHuman Agent: Thank you. Let me take a look.\nHuman Agent: It looks like the camera is already setup on your Wi-Fi network, so you will want to try to add it to your account with a LAN Search in your app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: I tried that and it’s stating it is not detecting any decice\nCustomer: Device \nHuman Agent: Alright, I have synced and restarted the camera. Can you try the LAN Search again in your app? You may need to tap on Search Again a few times as it can take a minute or two to find the device after it reconnects.\nCustomer: Still nothing.\nHuman Agent: Then I can reset the camera and you can do the QR Code setup to reconnect the camera. Are you there with the camera right now to set it up?\nCustomer: Yes\nHuman Agent: You will see the light in the camera change from the solid blue light to a solid green light. Then it will change to flashing green and you can do the QR Code setup to connect it.\nCustomer: Your awesome!! Fixed! And added\nCustomer: Thank you \nHuman Agent: You're welcome."]
["Customer: i can’t conect my device to the phone with QR code can you help me with something??\nCustomer: i did every step but i cant connect \nCustomer: i did everything, every step but i cant connect\nCustomer: 1\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you send me the cameras Model and ID number, the ID will start with ZMD."]
["Human Agent: How can I assist you?\nCustomer: Picking up on our earlier communication I see that my network is 5g. Can I still connect the camera?\nHuman Agent: You would want to connect the camera to a 2.4 GHz network. Pretty much any router is going to make it by default. If it does not, then you can go to the router settings and turn on the 2.4 GHz network.\nCustomer: The light is now blue. Is there another way to connect without 2.4?\nHuman Agent: Is the light solid blue or flashing blue?\nCustomer: Solid\nHuman Agent: That means that the camera is connected to the Wi-Fi network. You will want to try to add it to your account with a LAN Search in your app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct."]
["Customer: Live agent \nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: My cameras are not connected \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/264c67ac3b_1_20250224153544.jpg\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: D/static_file/30d1d6c751_1_20250224153653.jpg\nHuman Agent: Lets stick with one camera at a time. Which camera do you want to start with?\nCustomer: Blinking green \nHuman Agent: Could you please check your phone's Wi-Fi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Are you still there?\nHuman Agent: Yes, I sent two more messages. I will send them again. \nHuman Agent: Lets stick with one camera at a time. Which camera do you want to start with?\nHuman Agent: Could you please check your phone's Wi-Fi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Ok I am logged in ZMD\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home Wi-Fi network name (SSID) and Wi-Fi password. Afterwards, you will need to connect your phone back to your home Wi-Fi network to access the camera.\nCustomer: I did that but the camera did not pick up the QR code to the camera \nHuman Agent: The Zink setup does not use the QR Code.\nCustomer: I will try again \nHuman Agent: You probably chose the wrong setup method. I sent the instructions for the Zink setup.\nCustomer: Add failure \nHuman Agent: Which camera are you working on now?\nCustomer: The first one \nHuman Agent: Alright, can you unplug both cameras and then plug in just the one camera that you are working with?\nCustomer: Ok the camera is blinking green \nHuman Agent: Alright, then check for the ZMD_SAP network and if you see it, then you can do the Zink setup again.\nCustomer: Ok\nCustomer: Add failured\nHuman Agent: Can you unplug the camera and with the camera unplugged look for the ZMD_SAP network? I want to make sure there are not any other cameras that may be making that network and causing connection issues.\nCustomer: I have four cameras and I only can unplug the two cameras. The other two are too high for me to reach. \nHuman Agent: Okay, can you unplug the two cameras that you sent pictures of?\nHuman Agent: Then with the cameras unplugged, can you look for the ZMD_SAP network?\nCustomer: I will have to wait until my husband gets home. I will unplug all of the cameras and get back to you. \nHuman Agent: Alright, that is fine, as well. Please contact when you are able to get to the two cameras as restarting them will be helpful for the setup."]
["Customer: Set up\nCustomer: Can't get the camera to scan the qr code\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Login from a computer \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Its not possible to do the setup with a camera from a computer. \nHuman Agent: Is this a new camera you are trying to setup or was it online previously? \nCustomer: New\nHuman Agent: Okay, can you send me this caemras Model and ID number, I will check to see what setup options the camera has, I will need both numbers, the Model will start with ZMD or GSG, it is not the FCCID."]
["Customer: Live agent please \nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: Hi Dillon, I am having difficulty adding a zmodo cam to my account that was previously on it but removed. I lent to a friend and it was returned to me. It says it is still on her account but I can log in and verify it is in fact not on her account. Can you please add back to mine? It is zmd12k568274728\nHuman Agent: This device is not currently online. What is the current indicator light status? I'd need to know the color and whether it is blinking or not. \nCustomer: Solid blue and shows attached to same WiFi network as my phone \nHuman Agent: Can you restart the camera (unplug it and plug it back in) and send me a picture of the ID sticker please?\nCustomer: D/static_file/d1fe33fcb3_1_20241022154220.jpg\nCustomer: Done. Attached and hit send on photo also but looks to be loading still \nCustomer: D/static_file/51850defa5_1_20241022154258.jpg\nHuman Agent: Thank you. Could you check your router's firewall to make sure it is not blocked or \"paused\"?\nCustomer: Let me check it out  \nHuman Agent: Okay. \nCustomer: Those settings are fine I think but wondering why the cam shows pending dhcp I’ll show a pic hold on \nCustomer: D/static_file/539b0989ae_1_20241022155443.png\nCustomer: D/static_file/0a6bff6597_1_20241022155457.png\nHuman Agent: It sounds like for whatever reason it's not been assigned an IP address properly via DHCP or something of that nature. Could you try restarting the router? \nCustomer: Yes but it will disconnect the chat when I do it. Should I complete that step then try again to contact y’all in the morning if it doesn’t work? It’s about the end of your day I’m sure you’d like to wrap up sooner rather than later and I don’t mind \nHuman Agent: The chat would stay active 7 minutes from the last message in general so as long as you're back by then, it would still be here. We are in the office 2 more hours as well so will not be closing soon. \nCustomer: Ok I’ll do it now thank you\nHuman Agent: No problem. \nCustomer: It’s back on and I’m checking to see if that corrected it \nHuman Agent: Okay, it still shows offline on my end. \nCustomer: I added it via the Zsight app thank you for your help and time"]
["Customer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: I need another QR code\nCustomer: I lost my QR code and I need another QR code\nCustomer: I need to talk with a person \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. If the camera is already solid blue, it won't be able to do the QR code setup. If that is the case, please let me know the ID. The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. Otherwise I will provide the QR code you requested to access the setup below in case it is not solid blue. \nHuman Agent: D/static_file/49e00da311_1_20240918103240.png\nCustomer: I have 4 cameras and only one is blue , do you need the 3 ZMD # off the back of the ones that are blinking green?\nHuman Agent: Yes please. \nCustomer: Ok \nCustomer: Can I send a picture of them?\nHuman Agent: Sure. \nCustomer: I'll text them \nCustomer: Zmd13C83268853 \nCustomer: ZMD13CS83266980\nCustomer: ZMD13CS83268846\nHuman Agent: Thanks. It looks like these are Zmodo cameras so they would not be compatible with the setup for the QR code I sent previously. Instead you would need to do the Zink setup. Here is a QR code that can access that in the meShare app if that is where you would prefer to do setup. \nHuman Agent: D/static_file/63595944f1_1_20240918104341.png"]
["Customer: How to change to another internet box \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the device you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Hi - my two NVR’s are not showing up in my app.  Could you please reinstate?  \nCustomer: Could I have an expert like last time please?\nCustomer: Could I have some one from your Customer Support team please \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. This is a new account that was just created today so it seems you may be logged into a different account. What is the ID of one of your NVRs? It would be on a sticker on the bottom and often starts with 14, 15, or ZMD. \nCustomer: Hi Dillon - 14GHE9209846\nCustomer: Sorry 24GHE9209746\nHuman Agent: This does not show up in our system. Would you be able to send a picture?\nCustomer: D/static_file/d277e20120_1_20241001151350.jpg\nHuman Agent: Thanks. It seems to be ZMD14GHE9209746. This is not bound to any account. Did you delete your old account? \nCustomer: D/static_file/61b256768c_1_20241001151505.jpg\nHuman Agent: 14BR10KK002607G is also not bound to another account. It seems you have either deleted your old account or removed both cameras from the old account. Want me to go ahead and add them to this account then?\nCustomer: Yes  - I could not log in anymore because it kept saying that my password was too long so I created another account.  Yes please - could you add these to the new account?\nHuman Agent: Okay, they have been added. If you do not immediately see them on the home page of the app you can pull down to refresh. \nCustomer: Thank you so much!  My husband also has this app on his phone.  Does he log out and log in with my details now?\nHuman Agent: Yes, if you want to have the same access, he could log in using your same account. \nCustomer: Was there a change to how long the password could be?  I was using the same password but kept getting the message that the password must be between 8 and 15 characters long (ours was longer than that)\nHuman Agent: Yes, though that change was I believe over a year ago or something of that nature. \nCustomer: Thank you!  Much appreciated!\nHuman Agent: No problem. \nHuman Agent: Is there anything else I can help you with for now?\nCustomer: Am I able to rearrange the camera views ?  Or is it just however it is?\nHuman Agent: That can only be done from the NVRs directly when they are connected to a monitor. To do so, you can go to device management, turn off the auto add option, and then note which cameras are which, delete them out, then add them back in the order you would like. \nCustomer: Ok thank you!  Thank you for all of your help 😊.  \nHuman Agent: No problem, have a good day!"]
["Customer: Agent \nCustomer: Trying to reinstall a camera \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD1SJTDA016990\nCustomer: Can you work on this without me being home? I have to leave. \nHuman Agent: No, you would need to be with the camera to connect it to your Wi-Fi network. To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I attempted this between 10-12 times yesterday and it didn’t work \nCustomer: Any other way to do it?\nHuman Agent: No, that is how you would setup that camera. There are several reasons the camera may not have been connecting with the setup. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: I had to leave. I’ll contact you when I get back.\nHuman Agent: Please contact us when you are with the camera and we would be happy to assist. The Live Chat support is available Mon-Fri 9AM-12PM and 1PM-6PM CST."]
["Customer: Won’t connect\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you trying to connect your Carport camera? If so, is it blinking green currently?"]
["Customer: Hi me cameras don’t work \nCustomer: I try already \nCustomer: Me cameras stop working \nCustomer: All of them \nCustomer: Any number to call \nHuman Agent: To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Troubleshooting\nCustomer: I reset my wifi name and password and need to reconnect the cameras \nCustomer: I don’t have the QR code to scan \nCustomer: Ok thanks \nCustomer: Will this still work if I deleted the cameras from my wifi network when I reset it \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What are the IDs of the cameras you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Set up\nCustomer: I need help setting up my camera \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Do I have to subscribe to this ring cam\nCustomer: I ask because it’s not working after the storm \nCustomer: The power is on the light is  blinking \nCustomer: How do I that \nCustomer: The light is blinking on my ring camera and not working so how do I set it up the setup mode \nCustomer: The WiFi is working \nCustomer: Is there a phone number to Zmodo I need to speak to a human \nCustomer: I need a 800 number to Zmodo \nHuman Agent: Hi my name is Wendy\nHuman Agent: camera ZMD11J548004668 named home 63 shows offline.  Is this the camera you are needing help with?\nHuman Agent: If the indicator light on the camera is blinking green you can set it up using Zink setup\nHuman Agent: ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step."]
["Customer: Set up\nCustomer: I got new internet and I'm having a hard time setting up my devices\nCustomer: When I scanned the QR code on the camera it says invalid\nCustomer: It is still giving an invalid code the light is blinking red\nCustomer: When I go to set up the camera it is not asking for me to present a QR code to the camera it's asking me to scan a QR code off of the camera\nCustomer: I feel like possibly you are misunderstanding when I go into the app and hit the plus sign it sends me to wired camera or battery operated camera when I hit set up it says scan the barcode on the device the only thing on my device is a QR code and when I scanned that it says invalid \n\nCustomer: How do I speak with customer support\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Hello I have an issue I'm trying to set up my cameras with my new Wi-Fi\nCustomer: I have GOAOFEOI cameras\nHuman Agent: Okay, When you are \"scanning\" the qr code are you scanning the code on the cameras sticker or in the quick start guide booklet?\nCustomer: I went to add a new device in the app and it asks if I have a wired or battery operated camera I selected wired it then asked me for the quick QR code I no longer have that so then I selected I don't have it and so it asked to scan the barcode on the camera the only sticker on the camera has a QR code so I scanned that and it is saying that it is invalid\nCustomer: I ended up removing the devices thinking maybe it's because they were already in my account but that did not change the outcome when I scanned the QR code\nHuman Agent: Okay, the QR code on the camera is not sued for the setup, you would need to scan the code that came in the booklet with the camera. For Goaofeoi cameras we are unable to provide support for the setup itself however I can send you the QR code for you to scan and go through the setup yourself. I can send it into the chat here for you to save/copy or I can send it to you Via email, you would just have to have this code on another device so you can scan it with the phone. Printing it out and scanning will also work if you can do that. \nCustomer: Okay could you please send that to me in an email\nHuman Agent: Yes, that's no problem, what email is the best for me to send this over to you?\nCustomer: snowzink@gmail.com\nHuman Agent: Okay, One moment while I type up an email, I will let you know once I send it so you may check your inbox. \nHuman Agent: I sent an email now. \nCustomer: Thank you \nHuman Agent: No problem, thank you as well, I wish you luck and hope you have a splendid day"]
["Customer: Troubleshooting\nCustomer: My cameras isn’t reading the QR code \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera you are trying to setup or one that was previously used in the past?"]
["Customer: Troubleshooting\nCustomer: Hello I’m trying to setup my camera I can’t do it\n \nCustomer: Light is green now but when I scan the bar code turns blue after that nothing happens \nHuman Agent: Hello my name is Wendy\nHuman Agent: What is the device ID on the camera you are setting up?\nHuman Agent: The ID will be listed on a sticker on the camera, it will start with ZMD or GSG\nCustomer: Hello wendy zmd17L6ih800885\nCustomer: Let me know if you need anything else \nHuman Agent: zmd17L6ih800885 is this a new camera? or has it been setup before?\nCustomer: I use it on my other property \nHuman Agent: Okay there may be a typo in the ID.  Could you please check for typos or attach a clear picture of the ID?\nCustomer: Working on it\n \nHuman Agent: ok\nCustomer: LED light change to blue but screen still no change \nHuman Agent: okay could you please type out the device ID again or provide a clear picture of the ID?\nCustomer: D/static_file/fd958ac63c_1_20250214153521.jpg\nHuman Agent: ZMD17L6IH800885 Thanks.  The camera shows online.   Connected to cecilia20143274@gmail.com.  Can you view the live feed from this camera now?\nHuman Agent: You can back out of chat, we will stay connected for 7 minutes without activity\nCustomer: Yes is working now\nHuman Agent: Great!\nCustomer: Is updating \nHuman Agent: okay\nCustomer: Thank you\nHuman Agent: You're welcome! have a great weekend.\nCustomer: Thank you"]
["Customer: Set up\nCustomer: My camera won't connect\nCustomer: I've already donee these things\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: How does the camera have to be looking at the code bar to get it to download?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Could you elaborate on what you mean? I'm not quite sure what you mean with your previous question. \nCustomer: How long does it take to camera to scan the QR code and do you have to move the camera around or just pointed at the QR code?\nHuman Agent: Generally it would only take a few seconds to read the code at which point it will go from flashing green to flashing blue once it has read it. You would want to hold it still about 6-8 inches from the lens of the camera so that the camera can clearly see the QR code. Is your camera not going to a blinking blue at all?"]
["Customer: Set up\nCustomer: my camera is not working \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Hi Can you reset my cameras \nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Hello\nCustomer: Im having trouble setting up one of my cameras it has a blinking green light\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: I'm having trouble setting up device ZMD17A217207881\nCustomer: I am unable to connect to ZMD_SAP. I setup my other camera via QR code method, however I've been trying all day and it will not connect.\nHuman Agent: Hello, my name is Grant. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Hello Grant. I did that a few times. The 2 cameras I'm trying to connect both have green lights.\nHuman Agent: Okay, lets start with the one camera you gave me the Device ID for. Could you please unplug it again and tell me what light you see in the camera when you plug it in?\nCustomer: Okay....I'll do it again. Once sec....it is ouside.\nHuman Agent: I want to let you know that the Live Chat support will close in 10 minutes. If we run out of time, then I will send you an invitation to schedule a callback appointment.\nCustomer: It is blinking green again\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: that's exactly what I've been doing.....I'll TRY again\nHuman Agent: Okay, you were just talking about the ZMD_SAP network earlier, which is for a different setup.\nHuman Agent: When you show the QR Code to the camera, hold the phone screen close to the Zmodo camera lens and slowly pull it back. Watch the light in the camera closely and let me know if it changes at all when you are showing the QR Code to the camera.\nCustomer: Okay. I'll try again.\nCustomer: Still did not work\nHuman Agent: Did the light change in the camera?\nHuman Agent: The Live Chat support will be closing for the evening. You can tap on Schedule Call to make a callback appointment if you would like.\nHuman Agent: The Live Chat support will be closing for the evening. You can tap on Schedule Call to make a callback appointment if you would like.\nCustomer: Lights still blinking green\nCustomer: Wow!"]
["Customer: Troubleshooting\nCustomer: My cameras will not update and keep blinking green\nCustomer: 1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Blinking green means they're ready for setup, but cameras have to be online to update them.  For the cameras on your account you would need to use the QR setup. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: ligh flashing green but no camera on the wifi netwok\nCustomer: yes i moved to diffrent location.\nCustomer: no ZMD_SAP network on my wifi \nCustomer: i did this all few times.\nCustomer: how to reset camera to factory state?\nCustomer: what is the initial process/\nCustomer: green flashing\nCustomer: no ZMD_SAP network??\nCustomer: unable to join the network\nCustomer: i did everything pivot camera configured no problem but this mini camera's i have 3 the same problem\nCustomer: camera is flashing green but no connection \nCustomer: this not work\nCustomer: we going back and force with same  issuses but i still have problem\nCustomer: Set up\nCustomer: can't get device to be seen on network\nCustomer: how to get customer support/\nCustomer: where is this button?\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZK8-BFS23NM\nCustomer: MODEL ZH-IXY1D\nHuman Agent: That is the FCC ID, not the Device ID. The Device ID will likely be on the stand or bracket of the camera.\nCustomer: ZMD131QE2273801\nHuman Agent: Thank you. That camera will use the QR Code setup method to connect.\nHuman Agent: Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: WHERE IS QR CODE?\nHuman Agent: You would make the QR Code in your app. Did you get my message with the setup instructions?\nCustomer: YES I DID\nHuman Agent: Okay, so what do you see on your phone screen when you follow those setup instructions?\nCustomer: i see big QR code and nothing happen\nHuman Agent: Okay, so you see a QR Code on your phone screen, that is good. What light do you see on the camera?\nCustomer: flashing green\nCustomer: now solid blue\nHuman Agent: It looks like it setup. Your app may be asking you to name the device.\nCustomer: ok thank you all ok\nHuman Agent: You're welcome.\nHuman Agent: Do you have any other questions?"]
["Customer: Troubleshooting\nCustomer: La aplicación no me deja retirar un dispositivo\nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon. ¿Cuál de tus dispositivos estás intentando eliminar?\nCustomer: Todos, estoy pasando de apartamento hacia otro apartamento y necesito ponerlos en el nuevo apartamento\nHuman Agent: Bien, ¿las cámaras ya están conectadas en el nuevo apartamento?\n\nCustomer: No las tengo todavía conectadas en la casa y estoy en este momento en su lugar\nHuman Agent: Bien, ahora aparecen como en línea en tu cuenta. Una vez que los muevas a la nueva ubicación, si usas el mismo enrutador, es probable que se conecten automáticamente. De lo contrario, deberá volver a configurar el código QR para conectarlos a la nueva red.\nCustomer: Ya probé llevando una al apartamento y la aplicación no la dejó ver tengo entendido que las tengo que Conectar a ese nuevo punto de red en el apartamento Porque están actualmente conectadas al punto de red de la casa donde están hoy\nCustomer: Cuando hablas del enrutador es el wi-fi\nHuman Agent: Para configurar su cámara, primero deberá asegurarse de que su teléfono esté conectado a la red de 2.4 Ghz en la que desea configurar la cámara y que la cámara esté encendida y con su luz indicadora parpadeando. Una vez hecho esto, puede ingresar a la aplicación y seguir las instrucciones a continuación.\n1) Presione el signo más en la parte superior derecha de la página de inicio y seleccione la opción Código QR\n2) Continúe hasta llegar a la página donde le solicita la contraseña. En esa página, asegúrese de que aparezca el nombre de su red después de donde dice \"Su(s) dispositivo(s) se conectarán\". Si no, por favor hágamelo saber.\n3) Ingrese la contraseña de su red. Tenga en cuenta que distingue entre mayúsculas y minúsculas.\n4) La siguiente página mostrará un código QR en la pantalla del teléfono que deberá mostrar a la cámara sosteniéndolo a entre 6 y 8 pulgadas de la lente de la cámara. Si lo lee, la luz indicadora de la cámara debería comenzar a parpadear en azul.\n5) Si tiene éxito, la luz indicadora debería volverse azul fija y la aplicación le pedirá que le dé un nombre al dispositivo si aún no está en su cuenta (de lo contrario, puede salir de la configuración en este punto si ya la tenía encendida). su cuenta).\nSi la cámara no se vuelve azul fija después de aproximadamente 30 segundos de mostrarle el código QR, tome una captura de pantalla del código QR y envíela aquí para que la verifique.\nCustomer: Okay voy a tratar de hacerlo otra vez en el apartamento hoy y las cámaras no tienen QR\nHuman Agent: Por favor lea las instrucciones. El código QR se genera en la aplicación.\n\nCustomer: Ok\nHuman Agent: ¿Hay algo más en lo que pueda ayudarle por ahora?"]
["Customer: Agent\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: D/static_file/8b64584a95_1_20241122092025.jpg\nCustomer: Hi Grant, can you add my camera \nCustomer: Call it foster room \nHuman Agent: You should be able to add it back to your account with a LAN Search in your app.\n\nMake sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: It's not I already tried\nHuman Agent: Let me sync and restart the camera. You will see the light change to a solid green and then it will power back on and reconnect. When the light is solid blue, try the LAN Search. You may need to tap on Search Again a few times as it can take a couple of minutes for the app to find the camera when it reconnects."]
["Customer: I’ve been in contact with you many times before I finally removed one of the cameras from the front of the house came in plugged it in, followed all the steps and it’s not working at all. Does the system support 5G because I just got a new Internet\nCustomer: I have a green indicator light at the camera. Should I delete it completely and try and restart it\nCustomer: Lights, blinking, and went to blue\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If the network is only 5GHZ then the camera will not be able to connect to it. The network has to be both 5GHZ and 2.4GHZ or be only 2.4GHZ for the cameras to connect and work"]
["Customer: How do I connect my device to a new location and WiFi? \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily."]
["Customer: Hola\nCustomer: Quiero conectar mi cámara \nCustomer: Mi cámara estaba conectada a otra red Qi fi\nCustomer: Cómo reiniciar la camara\nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon. Para configurar su cámara, primero deberá asegurarse de que su teléfono esté conectado a la red de 2.4 Ghz en la que desea configurar la cámara y que la cámara esté encendida y con su luz indicadora parpadeando. Una vez hecho esto, puede ingresar a la aplicación y seguir las instrucciones a continuación.\n1) Presione el signo más en la parte superior derecha de la página de inicio y seleccione la opción Código QR\n2) Continúe hasta llegar a la página donde le solicita la contraseña. En esa página, asegúrese de que aparezca el nombre de su red después de donde dice \"Su(s) dispositivo(s) se conectarán\". Si no, por favor hágamelo saber.\n3) Ingrese la contraseña de su red. Tenga en cuenta que distingue entre mayúsculas y minúsculas.\n4) La siguiente página mostrará un código QR en la pantalla del teléfono que deberá mostrar a la cámara sosteniéndolo a entre 6 y 8 pulgadas de la lente de la cámara. Si lo lee, la luz indicadora de la cámara debería comenzar a parpadear en azul.\n5) Si tiene éxito, la luz indicadora debería volverse azul fija y la aplicación le pedirá que le dé un nombre al dispositivo si aún no está en su cuenta (de lo contrario, puede salir de la configuración en este punto si ya la tenía en su cuenta).\nSi la cámara no se vuelve azul fija después de aproximadamente 30 segundos de mostrarle el código QR, tome una captura de pantalla del código QR y envíela aquí para que la verifique."]
["Customer: Spanis\nCustomer: Troubleshooting\nCustomer: Other\nCustomer: Agent\nCustomer: Ok\nHuman Agent: How can I assist you?\nCustomer: I just moved and I'm reinstalling the cameras but none of the magnets want to stick to me\nCustomer: It's only in the old picture of my previous house\nHuman Agent: I'm not sure what magnets you are talking about. The cameras on your account will use the QR Code setup to connect to a new Wi-Fi network.\nHuman Agent: To set up the camera you will use the QR code method. Tap on Devices and tap on Add Device. Follow the instructions on the app and it will ask your your Wi-Fi password. When you enter the password you will get a QR Code on the phone screen. Show that QR Code to the Zmodo camera. Hold the phone screen close to the camera lens and pull it back to 8-10 inches. Watch the light closely in the camera while you are showing the QR Code to the camera and let me know if the light changes at any point.\nCustomer: Ok So I have to do everything again like the first time?\nHuman Agent: Yes, you would setup the cameras with the initial setup to connect to the new network.\nCustomer: It is flashing blue\nCustomer: change to flashing green\nHuman Agent: If it changed from flashing green to flashing blue when you showed the camera the QR Code, then that means that it read the QR Code. And if it changed back to flashing green, then that means that it failed to connect. Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the Zmodo camera?"]
["Customer: Set up\nCustomer: how're u doing Mira, nice to meet u\nCustomer: ok i have 3 cams in my house that i can't re configure with my new wifi\nCustomer: can u share me the setup manual?\nCustomer: green light\nCustomer: let me know the steps to setup mode\nCustomer: setup camera by device id\nCustomer: setup camera using the device id\nCustomer: please talk with agent\nCustomer: Kylie H, nice to meet u\nCustomer: please aid to setup the camera using the device id\nCustomer: i think there is a form to do that\nHuman Agent: Hello, you've reached customer care, my name is Kylie. You cannot use the ID of the camera for the setup and there is no forum for that.  The devices Model will be on it directly and I can use that to look up the device in the system but there is no forum that we can fill out to get it online remotely on our end. \nCustomer: i got it.. is there any form to reset all?\nHuman Agent: Unsure without the device info, are you able to send me this devices model and the ID number for me to check?\nCustomer: D/static_file/1d5ae01d73_1_20241205093525.jpg\nCustomer: what is the best way to re configure that?\nCustomer: because i changed wifi provider\nCustomer: internet provider i mean\nHuman Agent: Whenever you change the wifi name, password, or router you have to go through the setup with the device to get it back online again, im gonna look up this device now for you and see if it has a reset and also see what setup it can take, one moment.\nHuman Agent: Looks like this camera does not have an external reset, that's no problem though to reconnect the camera you can just try going through the setup. \nCustomer: can u share me this setup steps?\nHuman Agent: For this camera it may use the QR code setup or the Zink setup. There is a test you can do to find out which one. You would unplug and plug in the camera then get close, once close go into your phones wifi settings and see if there is a network called ZMD_SAP that pops up, if that does not and you see the camera is flashing green or blue then it would use the QR setup not Zink. If you do see the ZMD_SAP wifi that means it uses the Zink setup instead. \nHuman Agent: Let me know what occurs for ya mate then I can send you the setup directions\nCustomer: I just could setup 1 camera with this way (ZMD_SAP wifi).. the other 3 cameras are pending\nCustomer: because this wifi does not appers\nCustomer: appears\nCustomer: it is strange because these cameras looks the same model\nHuman Agent: Okay, the other cameras probably use the QR code setup then. If some of the cameras are up to date but others are not that can mean they use different setups despite being the same model. Also many of our cameras have the same style shell despite being different models. \nHuman Agent: Let me grab the QR code directions for ya to try, one moment. \nHuman Agent: 1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\nHuman Agent: I recommend before you do this setup to unplug and plug in the cameras and make sure they are flashing green, it helps with the setup to reboot just before you go through it. \nCustomer: ok i'm taking notes because i m not in house.. when go back i will do\nCustomer: thanks Mira\nHuman Agent: No problem My name is Kylie, Mira is the chatbot, I would recommend you to take a screenshot of the chat before you go just in case you miss any of the details. The chat will close with the directions otherwise. \nCustomer: sorry Kylie, thanks a lot\nHuman Agent: So you are also aware, we have live support available until 6PM tonight, should you need any help outside of hours though Mira has all the setup directions if you say setup in the chat then say QR code. \nHuman Agent: No problem mate, have a perfect day, take care."]
["Customer: Where is the eye on the camera that I’m supposed to point to the QR code?\nCustomer: Show me a picture of how to scan the QR code where the camera is\nCustomer: Is there a certain spot on the QR code that I have to aim the camera to?\nCustomer: Ok\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. The lens of the camera is effectively the eye. You would hold both right side up with the camera looking at the code from about 6-8 inches away. \nCustomer: I’m having a hard time getting the camera to scan the QR code\nHuman Agent: When it scans the code, it would go to a blinking blue. Does the camera not go to a blinking blue at all then?\nCustomer: No, the camera does not go to a blinking blue light at all\nHuman Agent: Okay, it cannot read the code while the red night vision light is on, is that currently off?\nCustomer: No\nHuman Agent: Okay, if it's not currently off you'll want to make sure the area is bright enough that it turns off. \nCustomer: Is there any other way to scan the barcode?\nHuman Agent: With the night vision on? You would need it printed at that point as the reason it won't work with the night vision on is because the night vision lights reflect off of the glass of the phone screen making it unable to see the code. \nCustomer: How do I get it printed?\nHuman Agent: You would email a screenshot of it to yourself and then print it off. Generally that would not be necessary though and typically you would just turn on lights to make it brighter so the red night vision lights aren't on. \nCustomer: What do I aim at the QR code?\nHuman Agent: You would be holding the camera you're setting up in front of it as we discussed earlier. \nHuman Agent: D/static_file/e0f19c6df6_1_20241017174021.jpg\nHuman Agent: Similar to this image. \nCustomer: Ok\nHuman Agent: Were you not able to get the red night vision lights to go off by turning on more lights in the area?\nCustomer: Yea\nHuman Agent: Had you possibly set the night vision to always on when you had it connected previously?\nHuman Agent: Also, we will be closing in around 6 minutes. If you would like a callback, you may hit the option to schedule a callback. Otherwise you may also request an email if you would like by letting me know you'd prefer that. I'd be happy to continue helping until that time, but once we close the chat will end. \nCustomer: What does it mean when there’s HD and LD on the screen with the cameras, you already have programmed?\nCustomer: And how do I get the HD off the one camera and have an LD like the other one? It’s a better picture\nCustomer: Are you there\nHuman Agent: You can swap between HD (high definition) and LD (low definition) video with that option. You tap the button to swap. \nHuman Agent: We are currently unavailable for live chat support, but you can reach out to us via email support@zmodo.com. Our new hours of availability are:\n\n- Monday to Friday: 9am to 12pm and 1pm to 6 pm CST\n* Excluding Holidays\n\nYou may also contact the chat outside of our hours again to speak to our AI chatbot Mira who can assist with some troubleshooting. I've also sent a callback scheduling form where you can click the button in the chat in order to schedule a callback for a future date if you'd prefer.\n\nThank you for understanding."]
["Customer: Troubleshooting\nCustomer: I'm trying to reconnect my funlux \ncameras up to my funlux recorder\nCustomer: It still shows the old cameras there but won't show video or anything \nCustomer: How do I reset the camera \nCustomer: Is there a reset button?\nCustomer: Where is the rest \nHuman Agent: Hi my name is Wendy.  Please provide the device ID of the camera/NVR you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: Zmd33db44263800\nHuman Agent: ZMD33DB44263800 is connected to ri----@rocketmail.com  Are you logged into the app with this email?\nCustomer: Yes\nHuman Agent: Is the indicator light on the camera blinking green?\nCustomer: I can see 2 of the 4 cameras in the app. But I can't get the live feed nor does it show up on the monitor from the back up drive \nCustomer: A blinking green light \nHuman Agent: There are only 2 cameras connected to ri----@rocketmail.com\nHuman Agent: If the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nCustomer: Ok  I will try adding the third after\nHuman Agent: ok\nCustomer: Ok I moved it\nHuman Agent: ok\nCustomer: Is solid \nHuman Agent: solid green or solid blue?\nHuman Agent: Blinking green means the camera is in setup mode. \nHuman Agent: you will want to set it up using Zink setup\nCustomer: It's solid \nHuman Agent: solid green or solid blue?\nCustomer: Still no video in app or on the monitor \nCustomer: Green \nHuman Agent: Solid green can indicate a power issue.\n\nIs the camera connected directly into a wall outlet, a power strip, a surge protector, or an extension cord?\n\nIf you are using a power strip, surge protector, or extension cord, please unplug from that, plug the camera in directly to a wall outlet with the original power adapter.\n\nOr try a different working power adapter, see if that will get the cameras to power on and start blinking green or switch to solid blue.\n\nCustomer: Not anymore you had me move it close to the router \nHuman Agent: what not any more?\nCustomer: It's not direct \nHuman Agent: Is the camera connected directly into a wall outlet, a power strip, a surge protector, or an extension cord?\nHuman Agent: If you are using a power strip, surge protector, or extension cord, please unplug from that, plug the camera in directly to a wall outlet with the original power adapter.\nCustomer: Can we talk? This is hard\nHuman Agent: I am not a phone agent. \nHuman Agent: I could schedule a callback for tomorrow Oct 10\nHuman Agent: 9am-12pm CT or 1pm-5pm CT.  \n\nwhat is your US phone number?\nCustomer: It was in a wall outlet,  then you said to move it with 5 feet of the router then ther is no direct outlet  so I had to plug it in a power supply \nCustomer: (231) 383-2661 \nHuman Agent: What is the best time for the callback?\nHuman Agent: 9am-12pm CT or 1pm-5pm CT.  \nCustomer: 10 am eastern \nHuman Agent: What is your email?\nCustomer: Rick.leyland@rocketmail.com.  but i can access it due to migraines\nHuman Agent: Callback scheduled for tomorrow Oct 10 10am-11am ET or 9am-10am CT\nHuman Agent: Unplug the camera from whatever it is plugged into right now, then plug it directly into a wall out let as close to the router as possible.\nHuman Agent: that should get the indicator light to blink green.  when its blinking green you should be able to set it up using Zink setup\nCustomer: Ok done i move it directly into a wall outlet 4 foot away \nHuman Agent: is it blinking green now?\nCustomer: Yes it blinking green \nHuman Agent: If the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\nCustomer: It's not allowing me to log into ZMD_SAP\nHuman Agent: Does it say it has no internet connection?\nCustomer: Yes\nHuman Agent: Connect to it any way and continue with setup.  The zmd_sap network signal is coming from the camera so there is no internet connection\nCustomer: Ok got the QR code \nHuman Agent: no.  The camera uses Zink setup not QR code setup\nHuman Agent: You want to setup the camera using Zink\nCustomer: Trying \nCustomer: It doesn't want to connect \nHuman Agent: When you go through Zink setup does it allow you to enter your 2.4GHz wifi info?\nHuman Agent: or where do you get stuck in setup?"]
["Customer: Can not connect camera to wifi\nCustomer: -1\nCustomer: Solid blue light still won't connect \nCustomer: I've done that, still can't connect \nCustomer: -1\nCustomer: Troubleshooting\nCustomer: I need to speak with a person \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera or one that was previously used?\nCustomer: Previously used\nCustomer: Now it's flashing green\nHuman Agent: Okay, can you send me the cameras Model and ID number?\nCustomer: Moder ZP-1BH23-W\nHuman Agent: the ID number will start with ZMD\nCustomer: ZMD15INI42245-79\nCustomer: ZK8-FS23NW \nCustomer: Named Cam 1\nHuman Agent: Okay, when you look at the lights coming from the camera what is the color and is it solid or flashing?\nCustomer: Flashing green \nHuman Agent: Okay it look like for that camera its setup is the QR code setup, I will send you the directions for you to try. \nCustomer: I just tried that twice\nHuman Agent: 1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\nHuman Agent: This is the only setup the cameras take. \nCustomer: Not working \nHuman Agent: When you hold the QR code in front of the camera let me know how it reacts (need to know the color and if it changes at all). If it fails again take a screenshot of the QR code and send it to me.\nCustomer: D/static_file/d7898ea72d_1_20241230164650.jpg\nCustomer: Still flashing green \nHuman Agent: Okay, if its only flashing green that means its not seeing th code at all. are you able to try holding the code closer at 6 inches away, if after a minute it still only flashes green then try holding it at 12 inches away. \nCustomer: Not working, I removed the device yesterday, and today it came up named smart device and was solid blue, I re named it back to cam 1 and now this, when it named itself smart device and was solid blue there was still no connection \nCustomer: I wish I could speak with someone \nHuman Agent: We have outbound calling which is done via schedule, would you like for me to send you the call scheduler so you can arrange yourself a callback? \nCustomer: Yes\nHuman Agent: We have outbound calling which is done via schedule, would you like for me to send you the call scheduler? \nHuman Agent: Okay I sent the call sceduler for you now, when submitting dont put any dashes or spacing in the phone number"]
["Customer: Troubleshooting\nCustomer: How do I connect to my WiFi \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of your camera you're working on setting up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: elmer138613\nCustomer: 1\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: elmer138613\nCustomer: Set up\nHuman Agent: Hola, soy Kylie nuevamente, no respondiste a mi mensaje que envié y el chat se agotó antes. ¿Puedes enviarme el modelo de la cámara y el número de identificación? Esto estará en la etiqueta de la cámara y comenzará con ZMD.\nHuman Agent: Además, si le pides lo mismo al chatbot, seguirá enviándote lo mismo y el resultado no cambiará. Si tiene problemas porque el chatbot no le brinda la ayuda que necesita, le diría que Agente obtenga un representante en vivo para obtener ayuda más detallada.\nCustomer: elmer138613\nHuman Agent: No sé cuál es tu envío, ¿es ese el ID?\nCustomer: yo tengo cuatro camaras solo una no puedo conectar\nHuman Agent: \nTampoco estás enviando toda la información que pedí. También necesito el modelo. Si puedes tomar una foto de la pegatina y enviarla, creo que sería más fácil.\nHuman Agent: Necesito el número de identificación y el número de modelo completos para ayudarlo mejor, por favor.\nCustomer: modelo es amodo\nCustomer: D/static_file/144047c452_1_20250109113616.jpeg\nHuman Agent: Esta cámara está actualmente en la cuenta y está en línea, todas las cámaras en la cuenta tienen el mismo nombre, están en la cuenta y en línea, es posible que tenga que actualizar la lista de dispositivos, pero verifique el video en vivo de cada una de las cámaras para ver cuál este es, puedes apuntar la cámara a algo para poder identificar mejor cuál es el ZMD19G4IH403690"]
["Customer: Troubleshooting\nCustomer: I have tried to reconnect my doorbell camera through zink, smart kit, and QR code. Nothing works. Been trying for 2 days. Please help\nCustomer: The light doesn't change at all when holding QR code. I've turned my phone on and off. Nothing. I tried resetting the doorbell. Nothing. The light is just sold blue.b\nCustomer: -1\nCustomer: I tried all this and nothing as changed \nCustomer: I have tried to reconnect my doorbell camera through zink, smart kit, and QR code. Nothing works. Been trying for 2 days. Please help\nCustomer: -1\nCustomer: Did this nothing changed \nCustomer: -1\nCustomer: Troubleshooting\nCustomer: I have tried to reconnect my doorbell camera through zink, smart kit, and QR code. Nothing works. Been trying for 2 days. Please help\nCustomer: -1\nCustomer: Customer care agent or Engineer \nCustomer: Hi. Okay\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Okay give me a moment to get info. \nCustomer: ZMD12GPB7000615\nHuman Agent: It looks like the doorbell is already connected to your Wi-Fi network, so you will want to add it to your account with a LAN Search in the app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: Okay I will try give me 1 min\nCustomer: How do I know what wifi the camera is connected to\nHuman Agent: Do you have more than one Wi-Fi network? If you do, then you can try the LAN Search a few times on each network.\nCustomer: No. I got it to work. THANK YOU SO MUCH!!! I REALLY APPRECIATE IT!!\nHuman Agent: You're welcome."]
["Customer: Will you please help me set my camera back up? I recently switched Internet services and I’m not able to connect to my new one.\nCustomer: OK, will you please help me with this process?\nCustomer: I switched Internet service and need help connecting to my new one\nCustomer: Please help me connect my camera to my Internet\nCustomer: Please help me\nCustomer: Connect my camera\nCustomer: How do I connect to my Wi-Fi?\nCustomer: How do I switch from one Wi-Fi settings to another\nCustomer: What is the new set up process?\nCustomer: The light is blinking green\nCustomer: How do I reconfigure the camera using the original set up method?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. For the two cameras on your account they can use the QR code or the Zink setup. \nHuman Agent: QR Code Set Up directions\n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nCustomer: Hello, will you please help me access those?\nHuman Agent: You can follow these instructions for the QR setup that I sent above. \nHuman Agent: If you have any questions just let me know."]
["Customer: Set up\nCustomer: Español \nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon. ¿Cuál es el ID de la cámara azul fija? La identificación debe estar en una pegatina en el dispositivo o en su soporte y generalmente comenzará con ZMD."]
["Customer: Troubleshooting\nCustomer: How to add wifi\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Hello. I have aquired a used Zmodo camera and am trying to bind it to my new account. The device is currently bound to another account that I don't have access to nor can I contact the previous owner. \nCustomer: 1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. To remove a camera form another account we would have to go though the unbind process, for that I will first need to look up all the devices you have to see what kind of account they are bound to. I will need the Model and ID number, this will be on the cameras sticker and the ID will start with ZMD. \nCustomer: Hello Kylie, thank you for your help. We only have one camera we're trying to use. The model is ZH-IXY2J and the ID is ZMD17AFI8200741.\nHuman Agent: It looks like this camera is not bound to any account, are you able to try adding the camera again? let me know if it still does not let you add it to the account.\nCustomer: Okay, we'll try one more time. Give us just a few minutes\nHuman Agent: Okay, no problem.\nCustomer: Hu weird. We got the camera running now and it's connected. Not sure what we did wrong the first time. If we have any problems, we'll reach out again. \nHuman Agent: I am unsure, perhaps it was deleted from where it was bound to before? sadly we are unable to tell when cameras are unbound from accounts or what they were bound to if they are already unbound. Its also possible that it was an app error that occurred that interfered. \nHuman Agent: Glad I could be of service, Have a great day"]
["Customer: Set up\nCustomer: I want to start using my camera again \nCustomer: I need help settling it back up\nCustomer: I have it on but it’s only showing the green light\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Z\nMd 18 c7lh801075\nCustomer: Ok\nHuman Agent: Is the light a solid green or a flashing green?\nCustomer: Flashing\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: The light is blue now \nCustomer: But still not working \nCustomer: Ok\nCustomer: Help I need to use my camera \nHuman Agent: IS the light flashing blue or solid blue?\nCustomer: Green again\nCustomer: Flashing green\nHuman Agent: Alright, so if it changed to flashing blue when you showed the QR Code to the camera, then that means it read the camera. But it failed to connect because it changed back to flashing green.\nHuman Agent: Can you send a screenshot of the QR Code that you are showing to the camera?\nCustomer: I don’t understand \nHuman Agent: Okay, what part do you have a question about?\nCustomer: D/static_file/73712dda97_1_20241219111222.png\nCustomer: Done \nCustomer: Now what? \nHuman Agent: It looks like your phone is connected to the ZMD_SAP network. You will want to go to your Wi-Fi settings and connect to your 2.4 GHz Wi-Fi network.\nCustomer: Ok, done\nHuman Agent: Start the QR Code setup process again. You will need to make a new QR Code on your phone screen now that you are connected to your Wi-Fi network.\nCustomer: Ok"]
["Human Agent: Mira my camera JOY IS NOT ON IT IS BLINKING GREEN AND HAS RED I HAVE ANITHER CAMERA JOY 3 AND IT IS WORKING FINE I NEED TECHNICAL SUPPIRT NOTHING WORKED \nHuman Agent: How do you reconfigure it because putting it in different outlets does not work\nHuman Agent: I do not have a new router it is the same\nHuman Agent: You said new router I do not have a new router I have another Zmodo camera called JOY 3 AND IT IS WYFI E \nHuman Agent: You said in your text I have a new router I do not have a new router it is the same one and I have another Zmodo camera called JOY 3 and it is working fine\nHuman Agent: -1\nHuman Agent: Your help is not helping \nHuman Agent: Thank you\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nHuman Agent: Marcella are you still here\nHuman Agent: Yes\nHuman Agent: Could I have that ID? \nHuman Agent: When you mention the red light, is the red lights around the camera lens for the night vision? \nHuman Agent: The id is zmk15206465\nHuman Agent: When you mention the red light, is the red lights around the camera lens for the night vision? \n\nHuman Agent: Zmd yes the iZMDQ15206465\nHuman Agent: The red light is on with flashing or blinking green light \nHuman Agent: So you do also see a flashing green light? \nHuman Agent: Yes the red light is around there is no blue light just flashing green light \nHuman Agent: Yes\nHuman Agent: The camera id is ZMDKQ15206465\nHuman Agent: Thank you for the ID, Are you able to reach the camera to try the QR code set up? \nHuman Agent: Not right now but what do I do\nHuman Agent: How do you get the QR code\nHuman Agent: Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code.\n\nHuman Agent: Can you tell me what I need to do with the QR code set up \nHuman Agent: Then will the camera start because this camera is not filming with flashing green light \nHuman Agent: Yes once it read the QR code it will change to flashing blue then solid blue once it connects."]
["Customer: Set up\nCustomer: I need help setting up my cameras \nCustomer: Red\nCustomer: My cameras are offline and I need to add them back on\nCustomer: What processing that don't have the manual no more\nCustomer: Need manual to set up caneras\nCustomer: What is customer service number\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: Zmd13HIDA224962\nCustomer: Do you all have a customer service number\nHuman Agent: We do not, but you can schedule a call by tapping the schedule call option and submitting your information. \nHuman Agent: We do not, but you can schedule a call by tapping the schedule call option and submitting your information. \nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: Hello\nCustomer: D/static_file/6646f172b3_1_20241001100214.jpg\nCustomer: D/static_file/28a17c7629_1_20241001100215.jpg\nCustomer: D/static_file/fa70ce96f6_1_20241001100216.jpg\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: It's not blinking\nHuman Agent: What color is the light in the camera. \nCustomer: Red\nCustomer: How do I add the camera back online\nHuman Agent: The red is the night vision light there should be a blue or green light inside the camera as well \n\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code."]
["Customer: I am unable to connect my camera \nCustomer: I have done all this \nCustomer: Yes\nCustomer: Please help\nCustomer: Can someone call me \nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Agent\nCustomer: I can't get my camera to work\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Yep\nCustomer: ZMD12KG83001174\nCustomer: It's blinking green \nHuman Agent: Thank you. Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: It's blinking green \nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Yes there is\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera."]
["Customer: Troubleshooting\nCustomer: My camera won't connect to the new app\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Go to the Devices page, then the Add Device button\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: Hi Mira\nCustomer: I changed my home equipment router; now my Cameras are not working. I don’t know where to put the new Router password. \nCustomer: Yes, I tried by following the initial setup, but they are not working. \nCustomer: Yes, it failed during the QR code when I hold the camera screen to my phone screen \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you able to send me the camera's Model and ID number so I can look up the setup it uses? the ID will start with ZMD. \nCustomer: Yes\nCustomer: Please hold \nHuman Agent: Okay\nHuman Agent: The chat will time out if you do not message after 5 minutes though.\nCustomer: Yes\nHuman Agent: Okay\nCustomer: ZMD15JB14247399\nHuman Agent:  For that camera it uses only the QR code setup, have you tried that with the camera at all?\nCustomer: Kitchen Camera: \nZMD15JLI4259979\nHuman Agent: That cameras setup is also only the QR code setup. \nHuman Agent: what color are the lights coming from the cameras and are they solid or flashing?\nCustomer: Porch Camera:\nZMD15JLI4259765\nHuman Agent: Same thing as the other two.\nCustomer: Kitchen: blue flashing \nPorch: blue flashing \nCustomer: Living room: ZMD15JBI4247399 : blue flashing \nCustomer: All  3 three Cameras \nCustomer: Please help me \nHuman Agent: Okay, can you reboot them then go through the setup, once the QR code is made take a screenshto of it and send it to me so I can review it.\nCustomer: Yes, I do it now \nHuman Agent: Okay\nCustomer: 1\nSpectrumSetup-5A39\nbestlawn612\ntQV1zH\nHuman Agent: I need to see the screenshot of the QR code.\nCustomer: Ok\nHuman Agent:  Okay\nCustomer: I have the screenshot but I don’t know how to send it\nHuman Agent: you would attatch and send it into the chat.\nCustomer: Ok let me try again \nHuman Agent:  Ok\nCustomer: No way to attach the picture of screenshot to Zmodo Support \nCustomer: Chart"]
["Customer: Set up\nCustomer: Camera won't connect with wifi\nCustomer: Isn't reading qr on phone\nCustomer: Ca.era isn't scanning qr code from phone\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Act397\nHuman Agent: Is it possibly GS-ACT397?\nHuman Agent: Or is it GS-ACT397-3MP instead?"]
["Customer: Set up\nCustomer: this is not working \nCustomer: agent\nCustomer: is there a way to speak over the phone so i can talk to you as i try and do these steps \nCustomer: i’ve tried it many times and it does not work \nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: let’s try to do this on the text \nHuman Agent: Okay, Is this a new camera you are trying to setup or one that was used in the past? can you send me the cameras Model and ID number as well I will lookup info on it. the ID will start with ZMD or GSG on the sticker not the fccid. \nCustomer: used in the past and given to me as a gift\nCustomer: ZMD13HRD9003047\nCustomer: the light just stopped blinking \nHuman Agent: Okay, for this camera, when you look at the top area of it, is it flat on the top and have kind of a a upside down teardrop taper design, or is the top rounded?"]
["Customer: I bought a 4 pack of cameras but only one works \nCustomer: Both cameras are plugged in into power. I’m only using two of the four that I bought the first camera works perfect the second camera when you plug it in lights up constant blue what does that mean?\nCustomer: But on my app, it doesn’t even show that I have a second camera hooked up. It only lets me view my other camera that’s turned on. Is there a way to reset the camera?\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: So I unplugged the camera plug the camera back in it goes constant green color then flashes, green, then flashes, blue then flashes, blue and green and then goes constant blue how do I get this camera to hook to the\nCustomer: App\nHuman Agent: Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD19I2IH401852\nCustomer: ?\nHuman Agent: Thank you \nHuman Agent: Can you press the plus sign on the top right down at the bottom select the option that states \"Wired camera or wifi camera already solid blue? tap here to add it\" tap there and let me know if it shows the camera/s.\nCustomer: On the app correct \nHuman Agent: Yes please"]
["Customer: Set up\nCustomer: I need to know how to connect my existing cameras to my new internet network\nCustomer: Set up\nCustomer: Yes\nCustomer: That is not working. I go to step 4 & then it doesn't have a place where it asks me to network name & password\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the solid blue camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: I can't connect my device\nHuman Agent: Hello, you've reached customer care. My name is Grant. To set up the camera on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. \nCustomer: It didn't work\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: How can I connect my camera to wifi I entered the correct password \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. If you are connecting the camera named Ade on your account, you would use the Zink setup. In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily."]
["Customer: Troubleshooting\nCustomer: I need\nT\nCustomer: I need to switch my wifi\nHuman Agent: Hello, you've reached customer care. My name is Grant. The cameras on your account will use the QR Code setup method to connect to a new Wi-Fi network."]
["Customer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Set up\nCustomer: hola \nCustomer: no puedo configurar mis dispositivos\nCustomer: mande un correo porque estaba configurado a otra cuenta  y el 24 de octubre me respondieron que ya  estaban libres de la cuenta  anterior, pero me aparece que sigue vinculada a otra cuenta\nCustomer: estaria bien si me pudieras contactar\nCustomer: ok\nCustomer: mis dispositivos se ponen en azul y no me dejan configurarlos\nCustomer: me aparece en la aplicacion ningun dispositivo\nCustomer: si tengo determinada a que red estan conectadas\nCustomer: me aparece dispositivo existente en la lan\nCustomer: ya me aparece agregar dispositivo inalámbrico pide nombre de la cámara zona horaria y contraseña para el dispositivo\nCustomer: ya lo hice pero me aparece este dispositivo ya esta vinculado a otra cuenta . pero te vuelvo a mencionar me mandaron el correo que ya no estaban vinculadas \nCustomer: me pones en contacto\nCustomer: que si me comunicas con un agente \nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debería comenzar con ZMD y debería estar en una pegatina blanca en la cámara o en el soporte, normalmente debajo de un código de barras.\nCustomer: claro dame un segundo\nCustomer: ZMD13GHDA244979\nCustomer: Y SON DOS CAMARAS MAS\nCustomer: ZMD13GHDA244969\nCustomer: ZMD13GHDA245513\nHuman Agent: Bien, hagámoslos uno a la vez. ¿Con qué cámara estás empezando?\nCustomer: CLARO CON LA TERMINACION 4979\nHuman Agent: Parece que ya configuraste esa cámara en una cuenta. La cámara está configurada en una dirección de correo electrónico @gmail.com y las dos primeras letras son \"fe\".\nCustomer: SI ES MI CORREO \nHuman Agent: Entonces ya has configurado esa cámara.\nCustomer: PERO NO ME DEJA  PASAR DE AGREGAR DISPOSITIVO - PONGO EL NOMBRE DE LA CAMARA , ZONA HORARIA Y CONTRASEÑA Y ME DICE QUE ESTA CONFIGURADA A OTRA CUENTA\nHuman Agent: Sí, configuraste la cámara en la cuenta. La cámara está configurada en una dirección de correo electrónico @gmail.com y las dos primeras letras son \"fe\".\nHuman Agent: Ahora mismo estás conectado con el correo electrónico felipe@wilbureagle.com. ¿Tiene otra dirección de correo electrónico que haya utilizado?\nCustomer: YA PUDE VER ESA CAMARA\nCustomer: ME PIDIO ACTUALIZARLA A LA VERSION ACTUAL\nCustomer: SE ESTA DESCARGANDO LA VERSION\nHuman Agent: Bien, me alegra que hayas iniciado sesión en la cuenta correcta y puedas ver la cámara.\nCustomer: UNA PREGUNTA\nCustomer: SI LA CAMARA LA TENGO EN UN SITIO Y LA PONGO EN OTRO LUGAR TENGO QUE CAMBIAR LA RED O COMO LE HAGO\nHuman Agent: Si se va a conectar a la misma red Wi-Fi, intentará volver a conectarse cuando lo vuelva a enchufar. Si lo va a trasladar a un lugar diferente con una red Wi-Fi diferente (como otra casa o negocio ) entonces deberás configurarlo nuevamente con la nueva red Wi-Fi.\nCustomer: A OK PERO ES MAS FACIL YA CON MI CUENTA ADECUADA\nCustomer: ME PUEDES AYUDAR CON LA OTRA CAMARA\nCustomer: ES LA TERMINACION 4969\nHuman Agent: Querrá agregar la cámara a su cuenta con una búsqueda LAN en la aplicación.\nHuman Agent: Asegúrese de que su teléfono esté conectado a la misma red Wi-Fi que la cámara.\nAbre la aplicación Zmodo y toca el signo más (+) en la esquina superior derecha.\nEn la parte inferior de la pantalla debería decir \"¿La cámara con cable o la cámara WiFi ya están en azul fijo? Toca aquí para agregarla\". Toque allí y luego la aplicación debería permitirle realizar una búsqueda en su red.\nToque el signo más al lado del dispositivo cuando lo encuentre. La aplicación le pedirá que nombre la cámara, establezca una contraseña opcional y se asegure de que la zona horaria sea correcta.\nCustomer: NO ME DEJA\nCustomer: ME PODRAS DECIR A QUE CORREO ESTA ESTA\nHuman Agent: La cámara no está configurada en una cuenta. Es por eso que está agotando la búsqueda LAN para agregarla a una cuenta.\nCustomer: ENTONCES ME INDICAS QUE HAGO\nCustomer: PERO LA CAMARA ESTA EN AZUL EL LED\nHuman Agent: Querrá agregar la cámara a su cuenta con una búsqueda LAN en la aplicación.\nHuman Agent: Asegúrese de que su teléfono esté conectado a la misma red Wi-Fi que la cámara.\nAbre la aplicación Zmodo y toca el signo más (+) en la esquina superior derecha.\nEn la parte inferior de la pantalla debería decir \"¿La cámara con cable o la cámara WiFi ya están en azul fijo? Toca aquí para agregarla\". Toque allí y luego la aplicación debería permitirle realizar una búsqueda en su red.\nToque el signo más al lado del dispositivo cuando lo encuentre. La aplicación le pedirá que nombre la cámara, establezca una contraseña opcional y se asegure de que la zona horaria sea correcta."]
["Customer: I changed my network name for the wifi and now my cameras are offline\nCustomer: how do i do initial set up again\nCustomer: how do i connect my camera to wifi\nHuman Agent: Hello, my name is Grant. To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera or one that was previously used?"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Hi I put a new router from a different company and I've tried everything for hours and I can't connect \n\n\nCustomer: It still doesn't work \nCustomer: They are wifi cameras \nCustomer: -1\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. What color are the lights on the camera and are they flashing or solid?\nCustomer: Blue\nCustomer: Flashing blue\nCustomer: Green now \nCustomer: And it flashed red right now that I moved it\nCustomer: I notice that if I move the camera with my hand it turns red for a bit\nHuman Agent: Did it turn a solid green at any point after it flashed blue or green?\nCustomer: No\nHuman Agent: Okay, Have you tried to go through the QR code setup with the camera at all? if so what did the lights do and did any Red light up when you tried? \nCustomer: Over and over and nothing\nCustomer: Only when u shake it does the camera sometimes turn red\nHuman Agent: what did the lights do, did they light up only green, did they flash green then blue for a long time, I need to know how the lights responded when the code was shown.  \nCustomer: Flash green. Right now it's just flashing green\nHuman Agent: Are you showing it the QR code right now?\nCustomer: I am and turn flashing blue\nHuman Agent: okay, flashing blue means its trying to read the code, if it flashed green again after the blue but does not turn solid blue that means its trying to connect and failing, Can you take a screenshot of the QR code and send it to me in the chat here. I will check the code itself for any issues. \nCustomer: D/static_file/4d78dd43df_1_20241119143908.jpg\nHuman Agent: Okay, a few things are preventing the code from connecting the caemra, first, the wifi name says Unknown SSID, this means its not using your wifis name like it should be, This is most likely do to you having the phones location off, try turning that on in the phone settings. Next it looks like you may have the phone in Dark mode, its a display setting and also interferes with the code, switch to light mode then try the setup again, If you still see it says Unknown SSID though please let me know."]
["Customer: Hola\nHuman Agent: Hola, se ha comunicado con atención al cliente. Habla Marcela. ¿En qué puedo ayudarle?\nCustomer: Hola quería si me podrían resetear las cámaras y si todavía estoy activo en la suscripción \nHuman Agent: ¿Podrías darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD y debe estar en una etiqueta blanca en la cámara o en el soporte; normalmente está debajo de un código de barras.\nCustomer: Ahorita no estoy en mi casa estoy en la aplicación como podría ayudarme así \nCustomer: Sale aquí en la aplicación \nCustomer: D/static_file/2f47ccb6ae_1_20241101172055.jpg\nCustomer: No puedo ver nada desde el 28\nHuman Agent: ¿Cambiaste recientemente tu información de wifi? Si es así, tendrás que volver a configurar las cámaras como si fueran dispositivos nuevos.\n\nCustomer: Pero si tengo pagado los planes de las cámaras todavía \nCustomer: Para el almacenamiento \nHuman Agent: La suscripción al servicio en la nube es solo para grabar. Las cámaras no tienen conexión a Internet, por lo que deberá solucionar el problema mientras se encuentra en el lugar.\nCustomer: Pero si todavía sigo pagando el plan\nCustomer: Mensual\nCustomer: Ya se que tengo a activarlas pero mi pregunta es si todavía me cobran el plan\nHuman Agent: Sí, el plan seguirá vigente a menos que lo canceles."]
["Customer: I got new internet and my cameras won't connect \n\n\n\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd19g1ihc12023 \nHuman Agent: Thank you. Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in? The light should change as well, so please let me know if the light changes after you plug it in.\nCustomer: Sorry I'm not home right now\nCustomer: What time are you guys avaliable till?\nHuman Agent: Our support hours are Mon-Fri 9AM-12PM and 1PM-6PM CST.\nCustomer: The light flashes green then to blue then back to green all flashinh\nHuman Agent: Then you will probably want to setup the camera with the QR Code setup if the light is just flashing green.\nCustomer: I've tried and it doesn't wanna take it! I tired with the meshare to scan the bar code and it says invalid \nHuman Agent: You would not scan the barcode on the camera. Are you using the Zmodo app? You would use the app to make a QR Code on your phone screen that you show to the Zmodo camera."]
["Customer: Hello\nCustomer: My WiFi password is change \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Hello\nCustomer: I'm having trouble setting up my device. I've already reset it \nCustomer: Need further help\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device, can you send me all the cameras ID number. it will start with ZMD\nCustomer: 12AF47206598\nHuman Agent: I will also need the Model as well. Right now what color are the lights on the camera and are they solid or flashing?\nCustomer: Flashing green \nCustomer: I'm not sure of the model... we purchased it about 5 years ago\nHuman Agent: The model is on the cameras sticker. \nCustomer: zH-IZV15-WAC\nHuman Agent: Okay, this camera uses the Zink setup. Have you gone through that setup with the camera at all?\nCustomer: I believe so. It asked for me to connect to the wifi of camera... then it asked me to connect to my wifi and my wifi password, but no cameras come up to connect to \nCustomer: Yes \nCustomer: I am available  \nCustomer: Thank you! \nCustomer: I'm just here waiting patiently ☺️\nHuman Agent: Okay, try to do the setup again after rebooting the camera and let me know what happens if you get stuck at all take a screenshot of the page you have trouble with.\nCustomer: Ok let me try \nHuman Agent: Okay\nCustomer: Ok here is where I get stuck \nCustomer: D/static_file/8c1512a23d_1_20250107144144.jpg\nCustomer: When i click on wifi, no wifi becomes avl\nCustomer: And I'm next to the router \nHuman Agent: Okay try going to the wifi settings and turn off celular data and try again\nCustomer: Okay.. \nHuman Agent: Let me know if you still have trouble at all.\nCustomer: How do I turn off cellular data \nHuman Agent: Each phone can be different, try going into your phone settings and look up Cellular or Mobile data at the top to find it. \nCustomer: Ok let me try \nHuman Agent:  Okay\nCustomer: Ok i turned it off ... and now back on. Let me try \nHuman Agent: No you would leave it off\nHuman Agent: then do the setup\nCustomer: Okay let me try that. But you know I just remember, I tried to set  up camera on a different phone and it still wouldn't work \nHuman Agent: phones can react differently to the setup at times, lets focus on the setup with this phone for now.\nCustomer: Ok\nCustomer: Sooo now that wifi shows up \nCustomer: But it just stays in loading mode \nCustomer: Let me try again! \nHuman Agent: Can you send me a screenshot of the page?\nCustomer: Ok so I'm getting some where \nCustomer: So I was able to connect back to my wifi, then I'm stuck on this page \nCustomer: D/static_file/96a2f21e21_1_20250107145848.jpg\nHuman Agent: that measn its sending the info to the camera, look at the cameras lights to see what the camera does\nCustomer: Ok now light is blue \nCustomer: Solid blue \nHuman Agent: Solid blue means its connected.\nHuman Agent: is it letting you name the device and add it to the account now?\nCustomer: Ok let me try now \nHuman Agent: No, on that page where it says waiting for connection it would change and ask you to name the camera, if you quit out from that then it wont pop up with that at all.\nCustomer: After waiting a while I had to get off that page so I wouldn't lose connections with you \nHuman Agent: The camera is currently online and it looks like its  on the account with the name it has previously, you dont have to do the setup anymore jsut go and click live on the camera to view it now. \nCustomer: D/static_file/d7e701e0d2_1_20250107150247.jpg\nHuman Agent: The camera is tied to another account that was started with a phone number. You would login to that account to view the camera.\nCustomer: Okay let me check \nHuman Agent: I cant give you the whole phone number but it ends with 30\nCustomer: That's my number... but if I log off to check.. am I going to lose my connection with you \nHuman Agent: you can still come back if you need  more help, otherwise its fine to let the chat timeout if it worked for you."]
["Customer: I can’t get my cameras to connect to my new Quautum Fiber Internet. \nCustomer: My router is supposed to auto pick up 2.4ghrz devices but still doesn’t seem to recognize the cameras.\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: This is a system that has already been installed, I am unable to access the camera because of its location.\nHuman Agent: I don't see any cameras connected to this email. \nCustomer: Would that be because I deleted them off my dvr to try and reconnect them?\nHuman Agent: With the device ID I can check what setup method the camera uses\nHuman Agent: yes if you deleted them off your account they would no longer be listed\nHuman Agent: If easier, please take a clear picture of the stickers on the camera\nHuman Agent: the ID will start with ZMD\nCustomer: Zmd13eqdb000225\nCustomer: I think that’s what it says\nHuman Agent: ZMD13EQDB000225 uses QR code setup.  Is the indicator light on the camera blinking green right now?\nCustomer: No lights are flashing\nHuman Agent: Do you see a green or blue light?\nCustomer: Nope no lights at all\nHuman Agent: For this dome style camera it can be easier to see the indicator light from the back of it.\nHuman Agent: D/static_file/71930e4e6e_1_20241107162022.png\nCustomer: No lights and I tried unplugging and replugging back in.  \nHuman Agent: If the camera isn't powering on at all, please try plugging the camera in to a different wall outlet or try using a different power adapter to power it\nCustomer: D/static_file/7ff356a500_1_20241107162411.jpg\nCustomer: These are the other cameras I have as well. \nHuman Agent: If the camera isn't powering on at all, please try plugging the camera in to a different wall outlet or try using a different power adapter to power it  See if doing that will get the camera to power on and show the indicator light\nHuman Agent: Okay the other cameras, are the indicator lights blinking?  Also can you zoom in to see the device ID?\nCustomer: D/static_file/4efb5ee2d0_1_20241107162511.jpg\nHuman Agent: I can't read the ID\nHuman Agent: Most likely the cameras will use QR code setup.  Are the indicator lights blinking green?\nCustomer: Yes I am still here!\nHuman Agent: Are the indicator lights blinking green?\nCustomer: No, when power cycle them, I can hear them clicking on. But no lights that I can see. \nCustomer: I think my other camera is 13emec001060\nHuman Agent: For the bullet cameras cup your hands around the lens.  The indicator light is inside the lens of the camera.  You should see a green or blue light that is either blinking or solid.\n\nThe red light you may see is the IR night vision light\nHuman Agent: ZMD13EMEC001060 uses QR code setup but the indicator light should be blinking green, that means the camera is in setup mode ready to be setup\nCustomer: Ok, so it sounds like they are all QR code set up?\nHuman Agent: ZMD13EMEC001060  uses QR code setup\nHuman Agent: If the other cameras are on the same firmware they will use QR code setup too but you need to check what the indicator light is doing first\nCustomer: Ok, since I can’t reach them by hand, I may try once it get dark to see if I can see any lights. Blinking blue means it’s ready for set up right?\nHuman Agent: Blinking green means ready for setup.  If its blinking blue its trying to communicate with your router.  when connected to your network the light will switch to solid blue\nCustomer: Perfect. Does having a router plugged into my router already set up affect anything?\nHuman Agent: I'm not sure what you mean\nCustomer: D/static_file/3f6fe1596e_1_20241107163846.jpg\nHuman Agent: what is the device ID on the NVR?  it will be listed on the bottom\nHuman Agent: start with ZMD\nHuman Agent: Is it ZMD13EQA1000263?  named HOme?\nCustomer: Zmd13eqa10000263\nHuman Agent: This NVR shows online\nCustomer: Does having this already online affect installing the cameras?\nHuman Agent: NVR being online will not affect installing the cameras\nCustomer: Is there direction in the app for installing via QR code when I get to that point?\nHuman Agent: QR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: Perfect. I appreciate your help. I’ll give it a go again. \nHuman Agent: You're welcome!\nHuman Agent: Live chat agents are here M-F 9am-6pm CST if you need to contact us again.  Just ask for an AGENT during those times.\nCustomer: Thank you!\nHuman Agent: You're welcome!"]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. \n\nHuman Agent: It looks like all of your cameras have updated to where they would no longer use Zink setup and instead use the QR code setup. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Como conectar el wifi\nCustomer: Set up\nCustomer: Dónde está la configuración de wifi\nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon. Para configurar su cámara, primero deberá asegurarse de que su teléfono esté conectado a la red de 2.4 Ghz en la que desea configurar la cámara y que la cámara esté encendida y con su luz indicadora parpadeando. Una vez hecho esto, puede ingresar a la aplicación y seguir las instrucciones a continuación.\n1) Vaya a dispositivos, luego toque Agregar dispositivo\n2) Continúe hasta llegar a la página donde le solicita la contraseña. En esa página, asegúrese de que aparezca el nombre de su red después de donde dice \"Su(s) dispositivo(s) se conectarán\". Si no, por favor hágamelo saber.\n3) Ingrese la contraseña de su red. Tenga en cuenta que distingue entre mayúsculas y minúsculas.\n4) La siguiente página mostrará un código QR en la pantalla del teléfono que deberá mostrar a la cámara sosteniéndolo a entre 6 y 8 pulgadas de la lente de la cámara. Si lo lee, la luz indicadora de la cámara debería comenzar a parpadear en azul.\n5) Si tiene éxito, la luz indicadora debería volverse azul fija y la aplicación le pedirá que le dé un nombre al dispositivo si aún no está en su cuenta (de lo contrario, puede salir de la configuración en este punto si ya la tenía encendida). su cuenta).\nSi la cámara no se vuelve azul fija después de aproximadamente 30 segundos de mostrarle el código QR, tome una captura de pantalla del código QR y envíela aquí para que la verifique."]
["Customer: What is a host error \nCustomer: Please get me over to them\nCustomer: I have a camera that I cannot connect\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera you are trying to setup or one that was used in the past? can you send me the cameras Model and ID number as well I will lookup info on it. the ID will start with ZMD or GSG on the sticker"]
["Customer: I change internet providers. How do I change the Wi-Fi?\nCustomer: Can you send me those setup instructions?\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Cameras aren’t connecting \nCustomer: 1\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: The zmd sap is not showing up on the wifi \nCustomer: I checked all this. The green light is just on and then the blue one too. \nCustomer: I tried that already.  I am using my old camera that was connected on my other account \nHuman Agent: Hi my name is Wendy.  The camera you are wanting to setup, is it new? or has it been setup before?\nCustomer: How do I reset it \nHuman Agent: Hi my name is Wendy.  The camera you are wanting to setup, is it new? or has it been setup before?\n\nPlease provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\n\nCustomer: It has been set up before.  I have a new account now. Same address \nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\n\nCustomer: The fcc I'd?\nHuman Agent: It will be near the FCC ID.  The ID will be near the barcode.  It will start with ZMD or GSG\nCustomer: Zmd13E3DA002136\nHuman Agent: ZMD13E3DA002136 uses QR code setup.  The indicator light is blinking green on this one?\nCustomer: Now it is \nHuman Agent: If the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the phone app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\n\nCustomer: Now it's blue again \nHuman Agent: blinking green & blue?  \n\nPlease click on the “+” icon on the phone app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*"]
["Customer: Agent\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: Our wifi changed name and password. I can't find how to reset that on our cameras.\nHuman Agent: You would setup the cameras with the initial setup method to connect to the new Wi-Fi network. The two cameras on your account will use the QR Code setup method to connect.\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Ok. Will all our history be there, since we subscribe to the cloud service?\nHuman Agent: You would just be setting up the cameras to a new network. That will not affect your cloud subscription.\nCustomer: Ok, \nCustomer: And I do not go in and hit the remove device before I start?\nHuman Agent: You do not need to remove the device from your account. You would just want to do the QR Code setup.\nCustomer: Ok, gonna try"]
["Customer: Need to add 3 more camera to this account \nCustomer: Troubleshooting\nCustomer: Help\nCustomer: Need to add 3 cameras to this account \nCustomer: They are attached to another account \nCustomer: I just need the cameras to be added to this user name and password\nCustomer: I deleted it already \nCustomer: I deleted and still isn't getting through \nCustomer: Really\nCustomer: Sure\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: It still not working \nCustomer: It's saying it not supported \nHuman Agent: Alright, could I have the Device ID of the camera? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD17A6I7534790\nHuman Agent: That camera is bound to another account. The camera is on a @gmail.com email address and the first two characters are \"ka\".\nCustomer: ZMD17A6I7530740\nCustomer: Yes but I deleted it\nCustomer: So why are they still there\nCustomer: It's 3\nHuman Agent: The second camera is unbound and not on an account. The first camera is bound to an account and was not deleted from the account.\nHuman Agent: Could I have the Device ID for the third camera?\nCustomer: I just deleted all\nHuman Agent: The camera with the Device ID ZMD17A6I7534790 is bound to a @gmail.com email address and the first two characters are \"ka\".\nHuman Agent: Okay, now it is unbound. It looks like you just removed it from the account.\nCustomer: ZMD17A6I7531846\nHuman Agent: That camera is unbound and you can add it to your account with a LAN Search in the app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the meShare app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: Ok\nCustomer: I will try now\nCustomer: Hi\nCustomer: ZMD17A6I7534790\nCustomer: I'm not able to add this one\nCustomer: I add the other 3\nHuman Agent: That camera is offline, so you will still need to setup that camera with the QR Code setup method.\nCustomer: 2\nCustomer: I don't have the box\nHuman Agent: You would not need the box. You would make the QR Code with your app and show it to the Zmodo camera. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Add camera but it want let me update\nCustomer: Add atill no picture\nCustomer: Add camera no camera\n\n\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Changing wifi network \nHuman Agent: Hello, my name is Grant. The three cameras on your account will use the QR Code setup method to connect to a new Wi-Fi network.\nHuman Agent: Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Troubleshooting\nCustomer: Cannot get my camera back online it will not pick up the scan and I have put in the correct password\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: Wifi \nCustomer: What are the instructions to change WiFi \nCustomer: What is the initial setup process \nCustomer: Red \nCustomer: Speak to agent \nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie.  I will need to look up the device to find what setup options it can utilize, can you send me the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid. \nCustomer: Hello. I need to change my WiFi connection. The cameras are currently connected and working fine. But I will be canceling the WiFi network they are currently on. I want to switch them over or my new WiFi. I do not have any boxes or instructions from my initial purchase. \nCustomer: The cameras are mounted on my roof. Is there ID info in the app ?\nCustomer: Hello?\nCustomer: Agent \nHuman Agent: Okay thats no problem, I am here.\nCustomer: Ok \nHuman Agent: It looks like I would need the ID of the device in order to look up what setup it would use, All of the devices currently on your account are online but if you had deleted the device to re add it I am not able to find the info for the camera due to that. \nCustomer: I’ve have never deleted the devices. I have not made any changes since the initial setup \nHuman Agent: If you wanted to I could send you both of the mroe likely setup isntructions the camera would take for you to try with the camera, both setups though require you to be pretty close to the camera though. \nCustomer: Then that’s impossible. I would basically have to hire someone to climb on my roof \nCustomer: What are the instructions to change the WiFi network? \nHuman Agent: To reconnect the cameras you would have to go through the setup, unfortunately that is the only way.\nHuman Agent: QR Code Set Up isntructions\n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\n\n\nHuman Agent: Zink Setup instructions\n\n1.Check Network Compatibility:\n\nEnsure that the W-iFi network you want to connect the camera/s to, is operating on the 2.4GHz frequency.\n\n\n\n2.Access Zink Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the Zink option.\n\n\n\n3.Initiate Installation:\n\nEnter the number of devices you are trying to set up, tap on the check mark or next.\n\n\n\n4.Connecting to the ZMD_SAP\n\nTap on \"Tap Here to begin set up\" follow the onscreen instructions. The phone may warn you this network has no internet.\n\n\n\n5.Wi-Fi Password Entry:\n\nThe app will prompt you to select or enter your Wi-Fi name (SSID) and enter the Wi-Fi password. Remember the Wi-Fi and password are case sensitive.\n\n\n\n6.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nHuman Agent: Here are the QR code and the Zink setup instructions that you can try with the camera."]
["Customer: Changing internet \nCustomer: -1\nCustomer: How do you change the internet settings \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Driveway cam #1 and porch cam use QR setup while the other two use zink. I'd recommend restarting them all first, then start with the QR code cameras as they will also automatically pull other nearby cameras online when they're set up. Here are the instructions for them. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Thank you, I'll try that and see how it goes \nHuman Agent: Okay, please let me know if you have any trouble."]
["Customer: Agent\n\nCustomer: Agent\nCustomer: Thank you \nHuman Agent: How can I assist you?\nCustomer: Hi I am not able to connect my cameras. I have my phone on a dedicated 2.4ghz Wi-Fi network and the start up will not let me past that part\nCustomer: It says “using cellular data”\nHuman Agent: That is an issue with the Location settings on your phone or tablet. You will need to go to your settings and check that the Location Services are turned on. Then scroll down to the bottom of your phone settings where it has the app permissions. Make sure that the Location permission is set to While using the app and that Precise Location is turned on.\nCustomer: ?\nHuman Agent: Did you receive my message about the Location settings? I will send it again.\nHuman Agent: That is an issue with the Location settings on your phone or tablet. You will need to go to your settings and check that the Location Services are turned on. Then scroll down to the bottom of your phone settings where it has the app permissions. Make sure that the Location permission is set to While using the app and that Precise Location is turned on.\nCustomer: Ok"]
["Customer: Troubleshooting\nCustomer: New internet router today, can not get back into the camera\nCustomer: I just start from the beginning?\nHuman Agent: Hello, my name is Grant. To set up the four cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Set up\nCustomer: How do I put my internet password in here when I had to change my password for the internet\nHuman Agent: Hello, my name is Grant. You would need to do the initial setup with the new Wi-Fi information.\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmodo\nCustomer: I had to change my internet password but now I have to start all back over and it would not take the password\nCustomer: -1\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: I need help connecting a camera \nCustomer: I still need help that wouldn’t work I tried that \nCustomer: Agent\nCustomer: Okay\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \n\nCustomer: ZMD17CQI8203641\nHuman Agent: This is already online. What would you like it named? I can then add it to your account. \nCustomer: Oh living room 2\nCustomer: Thank you \nHuman Agent: I've added it. If you close the app and reopen it, you should now see it. The time is currently set to the default which is our time. To change it, you can go to Devices, tap on the device, then tap on it's name on the following page, then go to the timezone option. If you would need to set the device back up again in the future, I would advise leaving it on the account as removing it first can sometimes result in it being online but not connected to the account like this.\nCustomer: Okay sounds good \nCustomer: Thank you for your help \nHuman Agent: No problem, feel free to let me know if you would have any other questions."]
["Customer: How do I reset a wired funlux camera\nCustomer: I can’t connect to the zmd network\nCustomer: It doesn’t show up at all \nCustomer: The zmd network doesn’t appear, when I try to connect it says it’s unable to \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: I changed my WiFi password, need to reinstall cameras \nCustomer: Already deleted, thought that was what I needed to do to reinstall \nCustomer: Didn’t delete the app, deleted the devices\nCustomer: Devices not on subscription plan\nCustomer: Not helpful with my issue.\nCustomer: Are you connecting me with a live agent \nCustomer: Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Mira is a chat AI, in the future I would recommend saying Agent to be transferred to an agent faster. \nCustomer: Ok\nHuman Agent: For this camera you are trying to reconnect would you be able to send me the cameras Model and ID number, with that I can check what setup it uses so I can send you the setup directions and we can troubleshoot to help bring it back online. \nHuman Agent: The ID number will start with ZMD, or GSG, it will not be the fccid or have any dashes in it. The model will have dashes typically and thats fine. \nCustomer: ZMD2418H9226529 is one in my great room \nCustomer: Living room is ZMD2418H9221803\nCustomer: They are connected to wall.\nHuman Agent: Okay one moment while I look up the devices.\nHuman Agent: Looks like both of those cameras use the QR code setup. one moment while I grab the directions for that setup to have you follow and try along with me. \nCustomer: Ok\nHuman Agent: QR setup steps\nFirst thing\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nHuman Agent: D/static_file/b46417e5ec_1_20250128102821.png\nHuman Agent: This QR code I jsut sent is the code you would first in the me share app scan to begin the setup, then after that you would follow the steps above the QR code. At the end of the setup a unique QR code will generate in the setup, that is the code you would hold Infront of each of the 2 cameras to connect them to the network.\nCustomer: I’m in the app will I lose this information when I go to the +\nHuman Agent: Let me know if you have any trouble or would like for me to send the QR code via email. \nHuman Agent: The chat will still be here, as long as you check in every 5 minutes that chat will not time out and close.\nCustomer: I’m going to open the app on my IPad so that I can keep the chat\nHuman Agent: perfect, that will also allow you to scan the Code in the meshare app I sent better to start the setup as well. Great idea\nCustomer: Trying to connect \nHuman Agent: Okay\nCustomer: Keep getting message connection timed out\nHuman Agent: In the setup it says connection timed out on the screen? \nHuman Agent: On my end it shows one camera is online, let me check the other camera, one moment\nHuman Agent: Looks like the camera ZMD24I8H9221803 is still offline. When you look at that cameras lights what color are they and is it solid or flashing right now?\nCustomer: Got one set up\nCustomer: Need to scan code again for the other one \nHuman Agent: Okay, no problem, good job.\nHuman Agent: Let me know if you have any trouble with the next cameras setup. \nCustomer:  Connection timef\nCustomer: Can you send me the QR code through email\nHuman Agent: Sure, I can do that, the code I send is only used for the meshare app to begin the setup. Is the email \nlbbaker18@yahoo.com the best one for me to send you that code on?\nCustomer: Yes\nHuman Agent: Okay, One moment while I type up that email.\nHuman Agent: I sent the email now. \nHuman Agent: let me know if you received it or not, sometimes the message can go to span since there's an attachment. \nCustomer: Got it, will try with my phone \nHuman Agent: Okay\nHuman Agent: If you still have any trouble with the setup, take a screenshot fo the generated QR code to send me into the chat here, I can review it to make sure its generating properly on the phone.\nCustomer: Ok\nCustomer: Will have to do that\nHuman Agent: Okay\nCustomer: I get a solid blue light but it still say it’s timed out \nHuman Agent: Okay, solid blue normally means its connected. Let me look up this device again, one moment\nHuman Agent: This camera is online now and is tied to the account\nHuman Agent: it has the name smart device. \nHuman Agent: You may have to refresh the app to see its added, if your unsure how to do that just let me know."]
["Customer: Troubleshooting\nCustomer: I change my WiFi password and I can’t see my cameras \nHuman Agent: Hello, my name is Grant. If you changed your Wi-Fi password, then you will need to setup the cameras with the initial setup to connect with the new password.\nHuman Agent: To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Troubleshooting\nCustomer: Wi-Fi password has changed. How can I reset it for the camera?\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie. For the camera bound to this account named Camera 1 you would go through the QR code setup to reconnect it to the network (internet)\nHuman Agent: Would you like for me to send you the directions for that setup?"]
["Customer: I rebooted everything and and i still can’t join network \nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are needing help with? The device ID will be listed on a sticker on the camera and will start with ZMD or GSG\n\nCustomer: Do you have me in your files already? I just chatted with another person\nHuman Agent: I see your account but there are no cameras connected to it.\nHuman Agent: Just a moment, I will check the chat history\nHuman Agent: ZMD18CUIH800398 ZMD18CUIH800398\nHuman Agent: When you unplugged the extender did the indicator lights on the cameras start blinking green?\nCustomer: Some of stickers aren’t there anymore \nCustomer: No\nCustomer: That’s the only sticker the one i sent\nHuman Agent: If the indicator lights stayed solid blue when the extender was unplugged that means the cameras are connected to something else.  Could you please unplug your router? \nHuman Agent: See if the indicator lights start blinking green with your router unplugged\nHuman Agent: ZMD18CUIH800398 I see it now on my end\nHuman Agent: You are wanting the camera connected to monty155@yahoo.com again right?\nCustomer: Yes\nCustomer: Unplug router or extender\nHuman Agent: One moment.  If you can provide the other device IDs I can check if they show online too\nCustomer: There are no stickers on the others. Came off due to weathering \nHuman Agent: ZMD18CUIH800398 is now connected to your account, if you refresh the app or log out and back in again you should see the camera on your account.\nHuman Agent: Each camera will have a device ID.  What color are the indicator lights on the other cameras? and are the lights blinking or solid?\nCustomer: The other cameras stickers came off. We’ve been through 2 hurricanes and lots of Other weather\nHuman Agent:  What color are the indicator lights on the other cameras? and are the lights blinking or solid?\nCustomer: D/static_file/2e6105489e_1_20250109100934.jpeg\nCustomer: This is Camera you see. Wont connect \nCustomer: They look solid blue \nHuman Agent: switch how your phone connected to the internet?  if you are connected to wifi switch to using your phone's data plan, or if you are connected to data switch to connected to wifi to see if that will allow you to see the live feed from the camera\nHuman Agent: Solid blue setup:\nMake sure your phone is connected to 2.4GHz wifi (the same router that the cameras would connect to) then on the Zmodo app tap on the +sign in the upper right corner then tap near the bottom of the screen where it says \"tap here to add it\".\n\nCustomer: If iuse my data plan, i can see cam\nHuman Agent: okay great!\nCustomer: But not on wifi\nHuman Agent: Solid blue setup:\nMake sure your phone is connected to 2.4GHz wifi (the same router that the cameras would connect to) then on the Zmodo app tap on the +sign in the upper right corner then tap near the bottom of the screen where it says \"tap here to add it\".\nCustomer: How do i put phone on 2.4\nHuman Agent: You would need to go to your phone's wifi to choose the 2.4GHz wifi or extender what ever the cameras are connected to, that is what you want your phone connected to when trying to set the cameras up using the solid blue setup method\nCustomer: Let me try\nHuman Agent: ok\nCustomer: D/static_file/3b7a228a33_1_20250109102602.png\nCustomer: D/static_file/e83d8745e0_1_20250109102608.png\nHuman Agent: That may mean you are not connected to the correct wifi that the cameras are connected to\nHuman Agent: The cameras are connected to a wifi extender? or did you find that they are connecting to a router?"]
["Customer: Set up\nCustomer: I have had this doorbell camera before, it broke, I bought a new one, and now I can’t get it to set ip\nCustomer: Camera is blinking green\nCustomer: I’ve already done that\nCustomer: It do t work!!!!!!\nCustomer: I have been trying to get this to work for over a month! \nCustomer: Live person\nCustomer: Live person\nCustomer: I have had this doorbell camera installed for 2 months. I have had several chats with all u people and no one has helped me! I’m paying $50 a year for nothing! \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera you are trying to setup or one that was used in the past? can you send me the cameras Model and ID number as well I will lookup info on it. the ID will start with ZMD or GSG on the sticker\nCustomer: I had th same camera before, the transformer blew and I had a new one and a new doorbell camera installed by an electrician \nCustomer: I even bought a router/extender because I thought maybe it wasn’t connecting \nCustomer: It will not set up, I tried to put bar code in front of doorbell camera and an actual camera in back yard \nCustomer: None of them woek\nCustomer: Hello???\nCustomer: X004ghu5xv\nCustomer: Model  zh-cjaed\nCustomer: Sorry, whoever sent it to me put a sticker over the model number \nHuman Agent: Its no problem, I was able to fidn some info with the model, do you see the ID number at all? the ZMD number?\nCustomer: D/static_file/588a058980_1_20250305145212.jpg\nCustomer: D/static_file/e522410fb8_1_20250305145227.jpg\nCustomer: D/static_file/61153131ef_1_20250305145300.jpg\nHuman Agent: Perfect got that ID number, It looks like for this model of camera it may not use the QR code setup, but actually use the Zink setup, there is a test you can do to see if that's the case or not, Put the doorbell onto the bracket to give it power, then when the doorbell is flashing green or blue get line of sight within 5 feet of the camera then go to your phones Wi-Fi settings and see if there is a network named ZMD_SAP, if you see that network let me know. If you see AP_SAP at all  instead also let me know and specify which one you see form there.. \nCustomer: You get pics?\nCustomer: D/static_file/0d47f5792f_1_20250305145851.jpg\nCustomer: Camera blinking green\nCustomer: You there?\nCustomer: Hello\nCustomer: Can u please let me know you’re there \nCustomer: The last person just stopped responding \nHuman Agent: Yes I am here, I replied above, are you unable to see my message?\nHuman Agent: I said \"Perfect got that ID number, It looks like for this model of camera it may not use the QR code setup, but actually use the Zink setup, there is a test you can do to see if that's the case or not, Put the doorbell onto the bracket to give it power, then when the doorbell is flashing green or blue get line of sight within 5 feet of the camera then go to your phones Wi-Fi settings and see if there is a network named ZMD_SAP, if you see that network let me know. If you see AP_SAP at all  instead also let me know and specify which one you see from there.. \"\nCustomer: You said u found info\nCustomer: Ok I’ll check\nCustomer: Yes got that \nCustomer: D/static_file/fcc8666b0b_1_20250305150951.png\nHuman Agent: Okay, that means the camera would use the Zink setup\nCustomer: Ok how do I do it\nHuman Agent: Zink Setup instructions\n\n1.Check Network Compatibility:\n\nEnsure that the W-iFi network you want to connect the camera/s to, is operating on the 2.4GHz frequency.\n\n\n\n2.Access Zink Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the Zink option.\n\n\n\n3.Initiate Installation:\n\nEnter the number of devices you are trying to set up, tap on the check mark or next.\n\n\n\n4.Connecting to the ZMD_SAP\n\nTap on \"Tap Here to begin set up\" follow the onscreen instructions. The phone may warn you this network has no internet.\n\n\n\n5.Wi-Fi Password Entry:\n\nThe app will prompt you to select or enter your Wi-Fi name (SSID) and enter the Wi-Fi password. Remember the Wi-Fi and password are case sensitive.\n\n\n\n6.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nHuman Agent: Here are the directions you can follow from the app. Let me know if you have any trouble or questions along the way, also for this setup you have to stay by the camera after you connect to the ZMD_SAP network, it doesn't have a far range and comes form the camera itself, stay within 5 feet, if you have to go outside that range to grab anything,  leave your phone by the camera or start over the setup again once you return."]
["Customer: Cambiar wifi\nHuman Agent: Hola, mi nombre es Grant. Deberá configurar sus cámaras con el método de configuración inicial para conectarse a una nueva red Wi-Fi.\nHuman Agent: Para configurar las cámaras en su cuenta utilizará el método del código QR. Abra la aplicación y toque Dispositivos y luego toque Agregar dispositivo. Siga las instrucciones en pantalla y la aplicación le pedirá su contraseña de Wi-Fi. Se generará un código QR. Alinee la lente de la cámara con el código QR en la pantalla de su teléfono, dejando aproximadamente 8 pulgadas de espacio entre ellas."]
["Customer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the solid blue camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Set up\nCustomer: Hello,\nI can not get the setup to go past selecting zmd_sap. It will not go to next step. Phone says it is connected to the zmd_sap without internet. \nHuman Agent: Hi my name is Wendy.  Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\n\nCustomer: Zmd14d2da292203\nHuman Agent: Has this camera been setup before?\nCustomer: Not this one, but I have another one that has and I want to get them all working\nHuman Agent: What is the model of camera?\nCustomer: ZP-IBH15-W\nHuman Agent: Okay this type of camera can use several different setup methods depending on what firmware it is on.\nHuman Agent: Please plug the camera in to a wall outlet as close as possible to your router with just the original power adapter\nHuman Agent: no extension cables, power strips, or surge protectors.\nHuman Agent: After you have it plugged in please let me know what color is the indicator light on the camera? and is the light blinking or solid?  The red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid.\n\nIf you cup your hands around the lens of the camera you can see the indicator light easier.\n\nCustomer: I plugged in all 3 of the cameras. All three are blinking green\nHuman Agent: I would like you to try Zink setup.\n\nZmodo ZINK setup instructions:\n-First go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n-Then turn off mobile data for your phone.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup. Please remain within 5 feet of the camera for the entire process.\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have a tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.  Follow the in-app instructions to complete setup."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: is there a number to call\nCustomer: agent\nCustomer: Hello, I can not get the camera to accept the qr code by camera aol typing it in. It keeps blinking blue and says code not valid\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZH-IX11D-WAC  this?\nCustomer: MY00068914090170112\nHuman Agent: The camera will use the EZlink setup. You will tap on the plus sign in the top right corner and tap on Legacy. Then tap on Ezlink Devices. It will ask you to power on the device and then swipe the screen and the press Next. You will enter the password for your Wi-Fi network. Both the password and the network name cannot have spaces or special characters. Once you enter the password and tap Next, then a QR code will appear on the screen. Hold the phone screen to the camera so that the camera can read the QR code. The light on the camera should be solid blue if it connects successfully.\nCustomer: OR   ZK8-BFS23NM\nCustomer: where am i finding the ezlink setup on the meshare app?\nCustomer: it keeps saying invalid code\nHuman Agent: Do you still have the quick guide that came with the camera?\nCustomer: no\nHuman Agent: Then you will want to download the Zmodo app to get to the Ezlink setup.\nCustomer: ok waiting for the download\nHuman Agent: For the meshare app you would scan the QR code that is in the booklet not the QR code on the camera for starting the setup, do you still have the original booklet at all? if not that's no problem I can also send you a photo of that code for you to scan instead if needed. just let me know! \nCustomer: it keeps beeping and blinking blue\nCustomer: i do not have it\nHuman Agent: Okay, I am happy to send that to you, would you prefer for me to send the the QR code over the chat here or by email so you can scan it in the meshare app to begin the EZlink setup?\nCustomer: this is fine\nHuman Agent: Okay, One moment while I grab that for you.\nCustomer: omg i got it to work thank you\nCustomer: I need it to watch my dogs, it does video or just still shots\nHuman Agent: Oh well fantastic news! didnt even need to send you the code. Great job!\nHuman Agent: Is there anything else I can assist you with today?\nCustomer: I need it to watch my dogs, it does video or just still shots\n\nHuman Agent: It does live video any time you need as logn as the camera has power and internet. When youa re not viewing if there is motion it will take short 10 second clips for you to review. If youe ver want to see those you can check those out in the notifications ection adn can save them if you see your pet do something extra cute even!\nCustomer: thank you so much\nHuman Agent: No problem, I hope you and your doggies have a beautiful day.  Take care"]
["Customer: Troubleshooting\nCustomer: Can’t connect camera to WiFi\nCustomer: -1\nCustomer: I cannot connect to the camera\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device, can you send me the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid. \nCustomer: D/static_file/0cfd8946ee_1_20250217102704.jpeg\nCustomer: Did that go through?\nHuman Agent: The picture just came in. \nHuman Agent: Looks like for that camera the setup it uses is the QR code setup. Have you tried to go through that setup with the camera at all yet?\nCustomer: No\nHuman Agent: Okay, One moment and I can send you the directions for that setup\nHuman Agent: QR Code Set Up steps\n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\n\n\nHuman Agent: Here you go, If you have any trouble or questions along the way through the setup feel free to let me know or ask. \nCustomer: Thanks. That worked. \nHuman Agent: Fantastic, any other questions before we close the chat?"]
["Customer: How do I change the WiFi connection?\nCustomer: How do I change the WiFi on my camera?\nHuman Agent: Hello, my name is Grant. The cameras on your account will use the QR Code setup method to connect to the new Wi-Fi network."]
["Customer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?\nCustomer: Camera won't read qr code\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd18flig520188\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Solid green\nCustomer: Now blinking green \nHuman Agent: Alright, if the light stays blinking green, then that means it is ready for setup. Lets try the QR Code setup again. When you get the QR Code on your phone screen, hold your phone screen close to the Zmodo camera lens and slowly pull it back. Watch the light on the camera closely and let me know if it changes at any point while you are showing the QR Code to the camera.\nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the Zmodo camera?\nCustomer: Ok. May take few minutes \nCustomer: yes\nCustomer: no change... green light still blinking\nHuman Agent: The light does not change at any point when you show the QR Code to the camera? It may change back to green, so you would want to watch it closely.\nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the Zmodo camera?\nCustomer: how do I send a screenshot to the camera\nHuman Agent: You can send a screenshot to me here in the Live Chat, or you can email it to support@zmodo.com\nCustomer: i emailed it.\nHuman Agent: What QR Code are you showing to the camera? Is it the QR Code from the setup guide booklet?\nCustomer: that is the only qr code that came with the camers\nHuman Agent: Okay, that is not how you setup the camera. You make the QR Code using your app. The booklet should have instructions, but I will also send the setup instructions here in the chat. Are you using the Zmodo app or the Smartz Eaze app?\nCustomer: Smartz Eaze\nHuman Agent: To set up the camera you will use the QR code method. Open the app and tap on Devices and then tap on Add Device. Follow on-screen instructions and the app will ask for your Wi-Fi password. A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: OK I'll do it\nCustomer: ok   light turned blue\nHuman Agent: It is online and on your account. What do you see on the app?\nCustomer: it's working\nHuman Agent: I am glad that the setup worked for that camera. Do you have any other cameras you are trying to setup?\nCustomer: no... thanks.   goodby\nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: Green light blinking. Error message says unable to join zmd_sap on iphone\nCustomer: ZMD_SAP does not show in wifi settings\nCustomer: Tried everything but no connection\nCustomer: How do I reach an agent?\nCustomer: Agent\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 2k8bf523nm\nHuman Agent: That is the FCC ID, not the Device ID. It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD17cg18203770\nHuman Agent: Thank you. I know you said that the light was flashing green, but could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Okay\nCustomer: Unplugged as requested. Plugged in now showing green blinking\nCustomer: See red light in front of camera\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Okay. Thank you. Will try to set it up later. Have to get back to work. \nHuman Agent: You're welcome. Please do not hesitate to contact us if you need further assistance."]
["Customer: Set up\nCustomer: chat with agent\nHuman Agent: How can I assist you?\nCustomer: started chatting with another agent got disconnected. Cannot connect with zink from the app\nCustomer: we went through a lot of troubleshooting\nCustomer: Camera tries to connect but wont\nHuman Agent: Okay, then you can try the non-app setup to connect not in the app.\nCustomer: the camera is zp-ib15w\nHuman Agent: Make sure your phone, tablet, or computer is connected to the ZMD_SAP Wi-Fi network and the light on the camera is flashing green.\nOpen a web browser like Safari or Google Chrome (you can use whatever you prefer). Into the address bar type the cameras IP Address 192.168.10.1:8087\nType in the name of your network and the password for your network. The name and the password are case sensitive.\nIn UserID type 0. In Client_Count type 1.\nPress OK and the device should send the network information to the camera. Watch the camera and the light should start flashing blue, or the green light may just go out."]
["Customer: Troubleshooting\nCustomer: Cameras not working after I got new wifi \nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and scan the QR code below if prompted.\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nHuman Agent: D/static_file/8fe1fc9255_1_20241212171205.png"]
["Customer: Set up\nCustomer: I don't have a barcode to set up my indoor meshare camera.\nThe installation app will not accept the barcode on the camera.\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: I have updated my front camera and it just quit and I don't know how to get it back online- it times out. \nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. \nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: I HAVE UPGRADED MY ROUTER; I CAN'T GET MY CAMERAS TO CONNECT. I ALREADY unplugged and plugged the router back in, That didn't work, and I've had these cameras for years and don't remember to to reconnect them, that's why you should still have LIVE tech support!\nCustomer: -1\nCustomer:  DON'T REMEMBER HOW TO RECONNECT THEM!!\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer:  have 4 of them\nHuman Agent: That is fine. Lets start with the first camera you want to setup.\nCustomer: ZMD13FJDA000122, ZMD14FEDA283384,ZMD14FEDA283313,ZMD14FEDA283376\nHuman Agent: To set up the cameras you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: first one,ZMD13FJDA000122\nCustomer: These cameras have been installed for years\nHuman Agent: I want to let you know that the Live Chat support will close in 10 minutes. If we run out of time, then I will send you an invitation to schedule a callback appointment.\nHuman Agent: You will do the QR Code setup to connect the camera to your Wi-Fi network. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I just got one camera connected so far\nHuman Agent: Okay, you will want to do the same setup for the other cameras. You will want to unplug the camera, plug it back in, and when the light changes to flashing green, do the QR Code setup.\nHuman Agent: The Live Chat support will be closing for the evening. You can tap on Schedule Callback if you would like to make a callback appointment for additional assistance.\nHuman Agent: The Live Chat support will be closing for the evening. You can tap on Schedule Callback if you would like to make a callback appointment for additional assistance."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: One of our cameras shows a steady blue light and is shown in our que, but it isn't connecting. Can you help us?\nCustomer: Our camera worked for a while, but is no longer working. I tried the reset but that didn't help\nCustomer: I'd like to speak to a representative please\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hi my name is Wendy.  The 4 mini cams connected to this email are offline.  Are the indicator lights on the cameras blinking green right now?\nCustomer: Yes it is\nCustomer: I cannot find my QR code to fix it \nCustomer: Do you guys have a customer service number?\nCustomer: Or can you help me \nHuman Agent: D/static_file/4dd0aea0f5_1_20240918114430.png\nHuman Agent: meShare QR code setup instructions:\n\nIf the indicator light on the camera is blinking green, it is ready to be setup.  For the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\nTap the \"+\" icon on the app home screen in the top right. Please scan the attached QR code when it asks for your startup guide.  Follow the in-app instructions to complete setup.\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: But what happens when I have to move the camera from the router? Will I have to set it up again? \nHuman Agent: After the camera is setup you can move it where you want it mounted.  If the camera has a good signal to the router it will reconnect to the router.\nCustomer: Can you see how much devices is set up for the cameras? \nHuman Agent: What do you mean?\n\nHuman Agent: Are you asking how many cameras are connected to this account?\nCustomer: Me and my spouse are no longer together I was wondering if he will be able to still see \nHuman Agent: Does he login to the app with your username/password? or did you share the cameras with him using the sharing management?\nCustomer: We shared passwords and camera access\nHuman Agent: You would want to update the app password so he can't login to your account.\nHuman Agent: Tap on \"me\" in the lower right corner of the app, system settings, reset password\nCustomer: Thank you so much \nHuman Agent: You're welcome\nCustomer: Cannot get one of my cameras to connect \nHuman Agent: Zahni room and front door show offline.  Which one are you working on right now?\nCustomer: Living room \nHuman Agent: Living room camera shows online.\nHuman Agent: Living room and dutch cameras are online.  cameras named zahni room and front door are offline.\nCustomer: Dutch is offline correct? I plugged it out\nHuman Agent: Now all 4 are offline\nCustomer: It’s not showing anything \nHuman Agent: All 4 cameras are offline.  What is not showing anything?\nCustomer: Trying to set up the cameras but it’s not capturing the qr code\nCustomer: It’s blinking blue and green at the same time \nCustomer: Connection keeps timing out\nHuman Agent: Sometimes the indicator lights will blink blue/green if there is a typo in the wifi password.\n\nFirst make sure your phone is connected to 2.4GHz wifi and make sure the wifi password is correct.  It is case sensitive.\nCustomer: Ok\nCustomer: It was connected to the 2.4 but now it’s not even showing up\nHuman Agent: the 2.4GHz wifi channel isn't showing up as a wifi your phone can connect to?\nCustomer: No\nHuman Agent: Possibly reboot the router or you could contact your router manufacturer or your internet service provider for help getting your 2.4GHz wifi channel working on your router.\nCustomer: Ok\nCustomer: I am here \nCustomer: Still trying \nHuman Agent: Do you see the 2.4GHz wifi now?\nCustomer: How many is online? \nHuman Agent: 3.  living room, dutch, and backyard are online now\nHuman Agent: When the cameras are connected to your network the indicator lights will show a solid blue light\nCustomer: It’s connected but on my phone it’s saying offline \nHuman Agent: What is connected?\nCustomer: Only backyard is online for me \nHuman Agent: backyard, dutch, and living room are online.  Do they show solid blue indicator lights?\nCustomer: Living room is solid right now \nCustomer: Blue \nHuman Agent: that means it is connected to your network\nCustomer: Yes but still saying offline \nHuman Agent: Could you please provide a screenshot of what you are looking at?\nCustomer: It’s working now \nHuman Agent: ok good\nCustomer: Just have to fix the front door \nHuman Agent: ok\nCustomer: Thank you so much \nHuman Agent: You're welcome!"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  It looks like your having some trouble with there setup, are you trying to set up a new camera or reconnect a device that was online/setup in the past?"]
["Customer: I’m having trouble viewing my cameras \nCustomer: Ready did all that \nCustomer: I can’t view my camaras on one it won’t update properly and make sure it has  good strong connection \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like your cameras are currently offline. If they're blinking green, please follow the setup instructions below. Otherwise if the indicator light is showing something other than blinking green, please let me know. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: I already unplugged one and it’s still blinking green \nHuman Agent: Okay, please follow the instructions in my previous message and let me know if you have any trouble."]
["Customer: cant get my pivot to read qr code\nCustomer: -1\nCustomer: still won't work\nCustomer: won't scan qr code\nCustomer: it won't read the qr code then it times out\nCustomer: -1\nCustomer: thabk you\nCustomer: camera still won't connect via qr code\nCustomer: -1\nCustomer: which button\nCustomer: there is no customer care agent button\nCustomer: thank u\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of you pivot? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \nCustomer: 11L315201468\nHuman Agent: In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\n\nCustomer: please hold let me try\nHuman Agent: Okay. \nCustomer: cant find that connection listed\nHuman Agent: The ZMD_SAP network? Are you within 10 feet of the camera and is it blinking green currently?\nCustomer: yes\nCustomer: then said won't connect but can't find it\nCustomer: yes\nHuman Agent: Okay, you can try holding down on the top of the pivot until it resets. Once it is back up and flashing green again, you can check your available networks for ZMD_SAP again. If it's there, you can restart the setup instructions. \nCustomer: yes just trying to get it sorry\nHuman Agent: Okay. \nCustomer: it just keeps searching for wifi once it connects 2 zmd\nCustomer: D/static_file/170f3820e4_1_20241021170903.jpg\nHuman Agent: Please try turning off your phone's mobile data (you'll want to turn it back on when you're all done, but it can sometimes get in the way during setup), make sure you're within 10 feet of the camera, and make sure your phone is staying on ZMD_SAP and hasn't swapped to another network."]
["Customer: Troubleshooting\nCustomer: How do I connect to my new Wifi\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I need to set up my cameras\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I have to go outside and get it. Never mine it is raining \nHuman Agent: Alright, both of the cameras on your account will use the QR Code setup to connect. So you would need to go to the cameras to set them up. If you have any issues setting up the cameras when you can get to them, or need any assistance, please let us know. We would be happy to help troubleshoot the setup process."]
["Customer: I just got charged for my Zmodo WIFI doorbell that didn't work last year. It will not connect \nCustomer: How do I reach out?\nCustomer: phone number\nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the account you are contacting about? It would generally be under an email. \nCustomer: susiero@aol.com\nHuman Agent: Thanks, are you wanting the subscription cancelled, wanting help setting up the device, or was there something else there you wanted assistance with?\nCustomer: I paid for this doorbell, tried talking to someone on your end trying to help set it up, to no avail. They need to refund me for last year. I had it working a couple years ago and they keep charging me.\nCustomer: I also have a range extender that does not help. I can't get that connected either.\nHuman Agent: The subscription would continue until you cancel. As it was not cancelled prior to renewal, no refund would be possible. We'd be happy to assist with setup if you'd like. For cancellation, I will need to email the account email since you are contacting as a guest. One moment. \nCustomer: My front door is not that far from my router. I have an open house. I'm paying for something that does not work. If you can help setting up, fine. If not refund me my money\nHuman Agent: I've emailed with information on how to cancel. For setup, you may follow the instructions below and let me know if you have trouble at a particular point. Before starting I would recommend temporarily turning off your phone's cellular data as it can get in the way of the setup. \n\nIn order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\nCustomer: I can't even move this window to see all instructions\nHuman Agent: You should be able to scroll up and down. Would you prefer I email them instead? If so, where would you like them to be emailed to?\nCustomer: Unable to join the network"]
["Customer: Operator \nCustomer: Agent \nHuman Agent: How can I assist you?\nCustomer: I’m trying to connect my camera and it won’t connect \nCustomer: Help it’s frustrating \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Sure give me a moment \nCustomer: ZMD16J917509916\nHuman Agent: Thank you. Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Ok \nCustomer: Green \nHuman Agent: Is the light solid green or flashing green?\nCustomer: Flashing \nHuman Agent: Alright, that means it is ready for setup, so lets try the QR Code setup. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nHuman Agent: Try holding the phone screen close to the Zmodo camera lens and slowly pull the phone back. Watch the light in the camera and let me know if it changes from the flashing green.\nCustomer: Ok \nCustomer: Nothing \nCustomer: The light doesn’t change \nHuman Agent: Can you send a screenshot of the QR Code that you are showing to the camera?\nCustomer: D/static_file/9b320ee239_1_20241105155659.jpg\nHuman Agent: Okay, if the camera is mounted outside, it may be difficult for the camera to read the QR Code. You can try increasing the brightness on the phone screen. You may also want to try shading the camera and phone screen to block any glare. Otherwise, you may want to try bringing the camera down and plug it in next to the router for the setup.\nCustomer: How about with ez link? \nHuman Agent: No, the camera will not use the Ezlink setup. The camera uses the QR Code setup method.\nCustomer: Ok I’ll try that later"]
["Customer: Camera will not pick up QR code\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you are trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: ZMD19H318D48538\nCustomer: Are you there  \nHuman Agent: Yes, so when you scan the QR code, does it not blink blue at all? Can you send a screenshot of the QR code here?\nCustomer: No ! \nHuman Agent: Was that to both of my questions or just one? \nCustomer: And no \nCustomer: Both\nHuman Agent: Okay, if you are unwilling to send a screenshot of the QR code you're using for setup, our ability to assist is greatly diminished. Is there a reason you are not willing to send the QR code screenshot?\nCustomer: Don’t know how !!\nHuman Agent: How to take a screenshot or how to do the QR code setup?\nCustomer: Where do I send screen shot ?\nHuman Agent: You would hit the camera icon in this chat to be able to send it here."]
["Customer: Set up\nCustomer: There’s no QR code on my camera\nCustomer: I’m trying to set up my camera and there’s no QR code\nHuman Agent: Hello, my name is Grant. The QR Code is not on the camera. You will make the QR Code on your phone screen using the app."]
["Customer: Set up\nCustomer: Ho\nCustomer: Hi Good you?\nCustomer: My devices have been kicked off my wifi and I’m trying to reconnnect them but it is not working\nCustomer: I’ve done all of that\nCustomer: Can you reset my cameras \nCustomer: I need assistance with reset process \nCustomer: All lights are flashing green\nHuman Agent: Hello, my name is Grant. If the lights in the cameras are flashing green, then that means you will want to connect them using the initial setup method in your app.\nHuman Agent: To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I have done that and it’s turned blue but the phone isn’t saying device connected \nHuman Agent: Lets try it now and we can see what the light does in the camera. Can you go the QR Code setup and let me know how the light changes when you show the QR Code to the camera?\nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the Zmodo camera?\nCustomer: The light is flashing blue\nCustomer: D/static_file/bda747b296_1_20250127102253.png\nHuman Agent: The camera changing to flashing blue means it is reading the QR Code. Is the light still flashing blue?\nCustomer: ??\nHuman Agent: Did you receive my message after you sent a screenshot? I will send it again. \nHuman Agent: The camera changing to flashing blue means it is reading the QR Code. Is the light still flashing blue?"]
["Customer: Trying to reconnect my camera \nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: Did you get the pic\nHuman Agent: No can you resend it please\nCustomer: D/static_file/f610783477_1_20240923091641.jpg\nCustomer: Did you get it\nHuman Agent: Yes thank you. To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: BLUE\nHuman Agent: Solid or flashing? \nCustomer: Flashing \nHuman Agent: Can you unplug the camera, wait 30 seconds then plug it back in. Let me know if you see any lights after? \n\nCustomer: Just did that while I was waiting \nCustomer: It started with green the went to blue\nHuman Agent: Do you still have the quick guide that came with the camera/s?\n\nCustomer: No. \nCustomer: Just unplugged \nCustomer: Plugging back\nCustomer: Solid Green\nHuman Agent: Okay I can send you the QR code you need to start the set up. Do you have another phone to do the set up with so we can continue the chat on this device. If not do you have a computer that can display the QR code if I email it to you. If so what is the best email to send it to? \n\n\nCustomer: Blinking green\nHuman Agent: Okay I can send you the QR code you need to start the set up. Do you have another phone to do the set up with so we can continue the chat on this device. If not do you have a computer that can display the QR code if I email it to you. If so what is the best email to send it to? \nCustomer: No other phone\nCustomer: Can you email it, I'll toggle  back\nCustomer: flavia.alexander@gmail.com\nHuman Agent: You need to scan it with the phone  you are doing the set up with \nCustomer: Oh ok, that won't work \nCustomer: Is there a place to just add the wifi \nHuman Agent: No you have to do the QR code set up. \nHuman Agent: Can you download our partner app Zmodo. Just sign in with the same account \nCustomer: Send it any way, I'll charge my laptop \nHuman Agent: It was sent \nCustomer: So does that mean this meshare will no longer exist\nHuman Agent: Sent. Tap the \"+\" icon on the app home screen in the top right. Make sure your camera is powered on and flashing green. Tap Start Installation at the bottom of the screen. Scan the QR code included in this email when prompted by the app. Follow on-screen instructions, input your WiFi password, and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will scan the QR code on the phone screen.\n\nHuman Agent: No you can still use meShare, its just to get around the need to the QR code to start the set up. Zmodo doesn't have the same requirement to start the set up.\nCustomer: Gotcha... can you hang on while I try\nHuman Agent: Ok\nCustomer: Still working \nHuman Agent: Okay\nCustomer: It only flashes green for a quick second and then go to blue flashing\nHuman Agent: Can you send me a screenshot of the QR code you are using?"]
["Customer: I need to reinstall a deleted doorbell that does not seem to allow me to add it back \nCustomer: I need help reset it as none of the steps work\nCustomer: Need support\nCustomer: Hi there\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Ok try to get it for you\nCustomer: ZMD14GQH3001085\nHuman Agent: Thank you. Can you take the camera off of the bracket that it is mounted on? Then press and hold the doorbell button until the light turns off. Wait 20-30 seconds with it powered off and then you can place it back on the bracket. When you do, let me know what light you see on the doorbell.\nCustomer: can you help?\nCustomer: blinking green\nCustomer: I tried connecting through the zink option but it does not allow me to connect to ZMD_SAP \nCustomer: and the QR method does not work either\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I tried QR code but it did not work either\nCustomer: tried it multiple times and it times out\nHuman Agent: Lets try the QR Code setup again. When you get the QR Code on the phone screen, hold it close to the Zmodo camera lens and pull it back. You may need to pull it back further than 8 inches because of the camera lens on the doorbell cameras.\nHuman Agent: Watch the light closely and let me know if you see any change from the flashing green.\nCustomer: Yes\nCustomer: I am still here\nCustomer: did you see my message\nCustomer: Hello?\nHuman Agent: The last message I received was that you had tried the QR Code multiple times before and it had not worked. Did you get my responses after that? I will send the messages again in case they did not go through.\nHuman Agent: Lets try the QR Code setup again. When you get the QR Code on the phone screen, hold it close to the Zmodo camera lens and pull it back. You may need to pull it back further than 8 inches because of the camera lens on the doorbell cameras.\nHuman Agent: Watch the light closely and let me know if you see any change from the flashing green.\nCustomer: I did that and then it the flashing stops and then after a long while the flashing starts again\nHuman Agent: Okay, and it only changes when you show the camera the QR Code? That sounds like it is reading the QR Code, but may not be connecting. Can you send a screenshot of the QR Code that you are showing to the camera?\nCustomer: did you get it?\nHuman Agent: No, if you tried to send a screenshot, then it did not send.\nCustomer: I tried to upload the screen shot image but nothing happens\nCustomer: i can select the image and when I click open it just closes the window\nCustomer: But now the light remained turned off\nHuman Agent: It looks like the camera setup and is connected to your account.\nCustomer: But I do not see it in my app\nCustomer: and it did not give any notification that it connected\nHuman Agent: You probably backed out of it while it was trying to setup still. You can just refresh or restart the app.\nCustomer: Ok I see it now\nCustomer: The bell notification does not seem to work\nHuman Agent: You can go to the settings for the device in the app and make sure that the ring alert is turned on.\nHuman Agent: When you press the doorbell button, does the light on the doorbell change?\nCustomer: Yes, the camara is working but the ring not\nHuman Agent: Do you mean that you do not hear a chime in the house when you press the doorbell button?\nHuman Agent: Or do you mean that you do not receive a notification on your phone?"]
["Customer: Troubleshooting\nCustomer: How can I call you\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: I have a couple of cámara the I delete of my app I’m try to get them back on my app and I don’t know how\nCustomer: ?\nHuman Agent: Okay, I will need to look up the devices, can you send me the deleted cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid. \nCustomer: GSG5001C\nCustomer: ZMD13GHDA244799\nCustomer: ZMD14A8DA211643\nCustomer: ZMD13KHDA201434\nCustomer: ZMD13GHDA244777\nCustomer: ZH-1XY1D\nCustomer: ZMD13GHDA244270\nCustomer: ZMD13KHDA201326\nHuman Agent: It looks like for the cameras you sent the IDs use the QR code setup. You can reboot one of the cameras by unplugging and plugging them in, then when the camera is flashing green or blue go through the QR code setup, At the end make sure the camera is still flashing green or blue then show the QR code to the camera and watch the lights to see how they react, If the setup fails, take a screenshot fo the QR code and let me know how the cameras lights reacted when you held the code infront of the camera (if it only flashed green, flashed green and blue then green, ect)\nCustomer: Ok I’ll try that and get back to you\nHuman Agent: Okay\nHuman Agent: Let me know if you have any trouble or have any questions"]
["Customer: Set up\nCustomer: Espanish pmease\nCustomer: 1\nCustomer: Troubleshooting\nCustomer: Spanish\nCustomer: 1\nHuman Agent: Hola, te has comunicado con atención al cliente. Te habla Marcela. ¿En qué puedo ayudarte?\nCustomer: Hola marcela tengo problemas para activar 2 cámaras nuevas en mi casa\nCustomer: Aque número puedo llamarte  para hayuda técnica \nCustomer: D/static_file/b74fe16e01_1_20240925130905.jpg\nHuman Agent: No hay ningún número, pero puedes programar una llamada. toque el botón de schedule call."]
["Customer: The cam doesnt work \nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you referring to the Ventanas alta camera?"]
["Customer: Set up\nCustomer: Thanks Mira. Trying to setup camera and need an agent\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: zmd19g41h419492\nHuman Agent: Thank you. Can you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Trying to get camera on the wireless network and followed last procedure. Flashing green.\nHuman Agent: Alright, well lets try unplugging it and plugging it back in first. That way it will be freshly restarted here.\nHuman Agent: What app are you using for the setup?\nCustomer: Just the zmodo app. Customer has an nvr also\nHuman Agent: Okay, lets work with the camera first. After you unplugged the camera and plugged it back in, was the light solid green?\nCustomer: last time i was instructed to use the ip address of 192.168.10.1 with port 8087. The light is not solid green\nHuman Agent: No, you would not use that to setup this camera. When you first plug the camera in, the light will be solid green. Can you unplug the camera and plug it back in and tell me what light you see in the camera when you first plug it back in?\nCustomer: This time solid green but went back to flashing\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Ok. Hold please\nCustomer: Ok. That added it. Thanks.\nHuman Agent: You're welcome.\nCustomer: Can this camera be added to the nvr?\nHuman Agent: That camera would likely not work with an NVR. It is one of our new cameras, so it will probably be using the h.265 video coding method. Any Zmodo NVRs will use h.264 video coding method.\nCustomer: Ok. Thanks.\nHuman Agent: You're welcome."]
["Customer: Cannot connect model ZP-IBH15-W\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are wanting to setup? The device ID will be listed on a sticker on the camera and will start with ZMD or GSG\n\nCustomer: Camera not recognizing the QR code to connect\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are wanting to setup? The device ID will be listed on a sticker on the camera and will start with ZMD or GSG\nCustomer: ZK8-BFS23NM\nCustomer: That is the fcc id\nHuman Agent: The device ID will be near the zk8 number.  It will start with ZMD\nHuman Agent: D/static_file/357aea5b6d_1_20241213092834.png\nCustomer: ZMD13FVDA214196\nHuman Agent: Thanks.  This camera uses Zink setup.\nHuman Agent: Is the indicator light on the camera blinking green?\nCustomer: Yes it is\nHuman Agent: If the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nCustomer: I have tried connecting to the zmd and cannot"]
["Customer: Hello\nCustomer: My camera is not connecting\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: How do I connect the camera to wifi?\nHuman Agent: That would depend on the camera you are trying to setup. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Hi\nCustomer: I have a zmodo wireless camera that I need to add \nCustomer: It's just blinking blue\nCustomer: Reset camera\n\nHuman Agent: Hi my name is Wendy.  The camera you are wanting to setup, is it new? or has it been setup before?\nCustomer: Setup before \nHuman Agent: Please let me know the device ID.  it will be on a sticker on the camera and start with zmd or gsg\nCustomer: I tried adding it app but the zmd connection isn't showing up\nHuman Agent: What is the device ID on the camera? \nCustomer: Zmd13hada207107\nHuman Agent: ZMD13HADA207107 is connected to a phone number account ending in 505.  Make sure you are logged into the app with this phone number.\n\nThis type of camera does not need to connect to zmd_sap network.  This camera uses QR code setup.\n\n\nHuman Agent: QR code instructions: \n\nIf the indicator light on the camera is blinking, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: It's not scanning the qr code\nHuman Agent: Is the indicator light only blinking blue? or is it flashing between green & blue?\nCustomer: Kept saying connection timed out\nCustomer: Blue\nHuman Agent: Unplug your router for 3 minutes.  \nCustomer: Blinking blue\nHuman Agent: unplug the camera with the router unplugged.\nCustomer: Ok\nHuman Agent: after 3 minutes, plug the router back in.  When the router is back online, plug the camera in, it should blink green, when its blinking green go through QR code setup again.\n\nMake sure your phone is connected to 2.4GHz wifi for setup\nCustomer: Ok\nCustomer: So it has to be blinking green to set up with qr code \nHuman Agent: Blinking green  or blue means the camera is in setup mode.\nCustomer: Ok\nHuman Agent: Camera indicator light meanings:\nSolid green - powering on or power issue\nBlinking green - ready for setup\nBlinking blue - communicating with router\nSolid blue -connected to your network\n\nCustomer: Ok thanks \nHuman Agent: You're welcome"]
["Customer: talk to agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Hi my camera is flashing red \nCustomer: its zmd id is\nCustomer: ZMD15JTDA014860\nHuman Agent: Okay the camera is offline, you would go through the QR code setup to reconnect the camera, let me know if you have any trouble with the setup.\nCustomer: can i reset ?\nCustomer: or remove it from account?\nHuman Agent: removing it wont help with reconnection, this camera does not have an external reset so no for that as well, to reconnect it you would have to go  through the setup again."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Change WiFi password\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?\nCustomer: Reconnect to WiFi \nHuman Agent: The cameras on your account will use the QR Code setup to connect to your Wi-Fi network. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: I'm trying to check my cameras but I'm not receiving any videos. Can you help me figure out why?\nHuman Agent: Hello, you've reached customer care. My name is Grant. I see four cameras on your account and they are all currently offline. That means that they do not have a connection to the internet and there are several potential causes for that.\nHuman Agent: Did you change your router, Wi-Fi name and password, or internet provider recently?\nCustomer: I recently changed my Wi-Fi password. How do I change it for the devices?\nHuman Agent: You would do the initial setup with the new Wi-Fi password. So you will want to do the QR Code setup again to connect the cameras to the Wi-Fi network."]
["Customer: Troubleshooting\nCustomer: Update WiFi \nCustomer: Update new WiFi connectivity \nCustomer: Set up\nCustomer: Ty\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily."]
["Customer: Cambie de Internet en el hogar.  Como actualizar la aplicación \nCustomer: No recuerdo \nCustomer: Instalar los dispositivos a mi nueva red WiFi \nCustomer: No recuerdo \nCustomer: La lus led esta parpadeando verde \nCustomer: Agente \nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. Para todas las cámaras vinculadas a esta cuenta, utilizan la configuración del código QR.\nHuman Agent: Aquí están las instrucciones de configuración, aunque en la configuración misma también le darán instrucciones paso a paso en la pantalla.\nHuman Agent: Configuración del código QR\n\n1.Verifique la compatibilidad de la red:\n\nAsegúrese de que la red WiFi esté funcionando en la frecuencia de 2,4 GHz y que el teléfono con el que está realizando la configuración esté conectado a esa red, ya que esta es la red a la que se conectarán las cámaras.\n\n\n\n2.Acceda a la configuración del código QR:\n\nAbra la aplicación y vaya a la página de inicio. Toque el signo más ubicado en la esquina superior derecha, luego seleccione la opción Código QR.\n\n\n\n3.Iniciar la instalación:\n\nToque \"Iniciar instalación\" o \"Siguiente\" en la parte inferior de la pantalla para comenzar el proceso de configuración.\n\n\n\n4.Ingreso de contraseña de WiFi:\n\nSiga las instrucciones en pantalla. La aplicación le pedirá que ingrese su contraseña de WiFi. Recuerde que la contraseña distingue entre mayúsculas y minúsculas.\n\n\n\n5.Generar código QR:\n\nDespués de ingresar su contraseña de WiFi, toque \"Siguiente\" y aparecerá un código QR en la pantalla.\n\n\n\n6.Coloque la cámara:\n\nAlinee la lente de la cámara con el código QR que se muestra en la pantalla de su teléfono con aproximadamente 8 pulgadas de espacio entre ellas. La cámara leerá automáticamente el código QR.\n\n\n\n7.Nombre del dispositivo (solo configuración por primera vez):\n\nSi esta es la configuración inicial, la aplicación le pedirá que le dé un nombre al dispositivo para identificarlo fácilmente."]
["Customer: I need to speak with a human.\nCustomer: -1\nCustomer: I need a human person \nCustomer: Greetings \nHuman Agent: How can I assist you?\nCustomer: I spent over an hour yesterday trying to connect my cameras to my Internet. We get all the way through until it says to use your Camera to scan the QR code To connect the camera to the Internet. It keeps timing out for some reason this particular process does not work. Is there a way to manually connect the cameras without using a QR code?\nCustomer: I’ve also tried several times today. It does not connect.\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Gsg56jgc\nHuman Agent: Can I have the rest of the Device ID?\nCustomer: 3117\nCustomer: Sorry bout that \nHuman Agent: That is not a problem. You will want to be sure that you are showing the QR Code on your phone screen to the camera that you are trying to setup.\nHuman Agent: That camera is made by one of our partner companies, Goaofoeoi. So if you need further assistance with troubleshooting the camera and setup, then you would want to send an email to Andrew@szqunanjie.com to contact Goaofoei support.\nCustomer: The other camera is gsg56jgc0003113\nCustomer: Thank you. Have a blessed day \nHuman Agent: You're welcome."]
["Customer: Can I talk to a person about my Wifi with my Zmodo camera?\nCustomer: Trying to change my WiFi password but old password said invalid \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: aGENT\nCustomer: Please reset these two cameras ZMD13GHDA244814  //  ZMD13JADA282796 //\nCustomer: There is no button\nCustomer: Agent\nCustomer: Please reset these two cameras ZMD13GHDA244814  //  ZMD13JADA282796 \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up the two camera ID's you sent, One moment\nCustomer: jenniferwagner31@gmail.com\nHuman Agent: Both of these cameras are offline, its not possible to do a reset. \nCustomer: Just a moment\nCustomer: They are plugged in to the power\nCustomer: Flashing green lights\nHuman Agent: Flashing green lights means the camera is in setup mode and not online.\nCustomer: should i start to setup both of them\nHuman Agent: Were you unable to log in with the jenniferwagner31@gmail.com email or are you logged into that account?\nCustomer: yes\nHuman Agent: I asked two different questions\nCustomer: ?\nHuman Agent: what are you saying Yes to?\nCustomer: i am loged in to account\nHuman Agent: Okay, you would go through the setup to connect the cameras yes.\nCustomer: please stay on chat untill its done\nHuman Agent: The chat will automatically time out unless you message when the automated chat warning is sent into the chat.\nCustomer: ok\nHuman Agent: Okay"]
["Customer: I just change from spectrum internet to Tmobile wifi and i cannot see my live cameras\nCustomer: I changed internet provider\nCustomer: Set up\nHuman Agent: Hello, my name is Grant. The cameras on your account will use the QR Code setup method to connect to a new Wi-Fi network. \nHuman Agent: Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: had internet problems\nCustomer: I need help changing my internet connects"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Can’t scan bar code\nCustomer: Says device is not supported by the app, but the device used to be paired already \nCustomer: I have two of these cameras, which I’ve used for over a year, and now moving to a new house, but unable to scan/setup the cameras. Even when I enter the serial number manually, it says that the device is not supported by the app.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. For the setup you would not scan the barcode on the camera, the barcode you would scan to begin the setup in the meshare app is the qr code that came on the original startup booklet, do you still have that at all?\nCustomer: I do not have the original booklet, so I am following instructions to scan barcode on device \nCustomer: As I mentioned, I tried to manually input the serial number as well.\nHuman Agent: That will not work either it has to be scanned.\nHuman Agent: I can send you the correct code for the setup so you can scan it to begin the setup., I would just need to lookup the device, are you able to send me the cameras Model and ID number.\nHuman Agent: The ID will be on the cameras sticker and start with ZMD, 14, or 15. This is not the FCCID.\nCustomer: ZMD24ILH9001840\nCustomer: Model: ZH-1X2J\nCustomer: Are you able to send it now? At my house trying to setup before I leave :)\nHuman Agent: D/static_file/1031ec1d4b_1_20250120163722.png\nHuman Agent: Here is the QR code you can scan in the Meshare app to begin the QR code setup. \nCustomer: I scan this using camera?\nHuman Agent: No, you would scan this in the Meshare app with your mobile device to begin the setup. You wont show this code I sent to the Me share camera itself at all.\nCustomer: It’s having trouble on second QR code. Camera won’t pick it up \nCustomer: Is there any other way to add the second QR code?\nHuman Agent: I can email you the QR code, you can also save the code I sent in the chat and print it if you have a printer to have it physically as well.\nHuman Agent: Apologies, thought you meant the code I sent you. I cant send you the generated code (second one) can you perhaps take a screenshto of that second code and send that to me in the chat to review?\nCustomer: No that code works \nCustomer: What I am saying is the second QR code \nCustomer: Where you use MeShare camera to recognize. \nHuman Agent: Yes, can you send me a screenshot of that code so I can review and make sure the app generated it properly?\nCustomer: D/static_file/fa50e8c417_1_20250120165152.png\nCustomer: Seems camera can’t read it\nHuman Agent: I see the issue, its not that the caemra cannot connect to it, its that the netwrok your phoen is conencted to right now is a 5GHZ network and the camera cannot connect to a 5GHZ only network. \nHuman Agent: Do you ahev a 2.4GHZ network you can switch the phone over to for its internet connection then try the setup again?\nCustomer: I see. Let me chekc\nHuman Agent: Okay.\nCustomer: Thanks!!\nHuman Agent: No problem, happy to be of assistance, is there any other questions you had before we go?\nCustomer: No thank you\nHuman Agent: Okay, have a great rest of your day, take care."]
["Customer: Set up\nCustomer: Spanish\n\nCustomer: -1\nCustomer: Agent\nHuman Agent: Hola, has contactado con atención al cliente. Mi nombre es Grant. ¿Cómo puedo ayudarte hoy?\nCustomer: Tengo 2 cámaras que no me quieren conectar \nCustomer: D/static_file/600d772999_1_20241212144425.jpg\nCustomer: D/static_file/8ff7bc0095_1_20241212144438.jpg\nHuman Agent: Parece que esas cámaras ya están en línea, por lo que querrás agregarlas con una búsqueda LAN en tu aplicación.\nCustomer: Y me puedes explicar cómo ?\nCustomer: Por favor \nHuman Agent: Asegúrese de que su teléfono esté conectado a la misma red Wi-Fi que la cámara.\nAbra la aplicación Smartz Eaze y toque Dispositivos. Toque Agregar dispositivo y toque los cuatro cuadrados en la esquina superior derecha.\nEn la parte inferior de la pantalla debería decir \"¿La cámara con cable o la cámara WiFi ya están en azul fijo? Toca aquí para agregarla\". Toque allí y luego la aplicación debería permitirle realizar una búsqueda en su red.\nToque el signo más al lado del dispositivo cuando lo encuentre. La aplicación le pedirá que nombre la cámara, establezca una contraseña opcional y se asegure de que la zona horaria sea correcta.\nCustomer: D/static_file/79fbb99234_1_20241212144747.jpg\nHuman Agent: Vinculé la primera cámara a tu cuenta. ¿Podrías enviar una mejor imagen de la segunda cámara o escribir la ID del dispositivo? Es difícil leer en esa imagen.\nCustomer: D/static_file/6c0b48510a_1_20241212145033.jpg\nCustomer: D/static_file/42a11ecdfc_1_20241212145043.jpg\nHuman Agent: Gracias. He vuelto a agregar la cámara a tu cuenta.\nCustomer: Ayyy mil gracias \nHuman Agent: De nada."]
["Customer: Yes\n\nCustomer: I cant not conectar \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Speak to rep\nHuman Agent: How can I assist you?\nCustomer: Ok\nCustomer: Hi grant there’s a camera I cannot view in my cell \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Yes holdonplease\nCustomer: ZMD14H2RA249797\nHuman Agent: That Device ID does not bring up any cameras. Can you try sending it again or send a picture of the Device ID?\nCustomer: D/static_file/595c661e14_1_20241030113541.jpeg\nHuman Agent: Thank you. That camera is currently unbound, so you can try to add it to your account with a LAN Search in your app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: Perfect thank you \nCustomer: That’s it for now\nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Hi Mira \nAnthony here \nI changed Internet providers \nNow cameras ready no signal\n\nCustomer: I do need help \nThe guy said I need to call from a different phone cause he had to use my phone to set up the cameras and WiFi \nCustomer: I called a number \nRecording said they do not offer over the phone help have to go online \nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can get your info to schedule you for a call to speak with a rep over the phone if you prefer, what would you like?\nCustomer: Well I changed my Internet provider now cameras ready no signal on the monitor.. 1 camera cuts in and out\nCustomer: Would I have to use a different phone like I did when I first set up my cameras ?\nHuman Agent: Okay, I would like to look up your account to look up what setup the cameras use first in order to assist you, can you send me the email or phone number you started the account with so I can look that up.\nCustomer: 7203382004\nHuman Agent: There is not an account under that phone number.  Perhaps an email? if your unsure , in the app you can go to the Me section, and there it will show the email, or phone number you created the account with to replay that to me to search for here. \nCustomer: anthonyl2002@live.com\n   Or \nanthonyl2002@gmail.com\nCustomer: This is Z modo ... Correct ?\nHuman Agent: Yes, this is Zmodo. Your contacting us on the chat support right now as a Guest, it doesn't pop up with your account info for troubleshooting when you do that. Let me try to look up your account with the two emails you sent, one moment. \nCustomer: When can we set up a phone call..\nSo I can have someone else here so I can use their phone number \nHuman Agent: Nither of those emails popped up in the system as having an account created with them. Are you not able to check from the app in the Me section like I mentioned earlier?\nHuman Agent: Soonest I can schedule you for a call for support would be the time block 9-10AM central time zone tomorrow. There are also alter times available tomorrow as well but thats the soonest time I can schedule you for."]
["Customer: Hello, my camera has an update in the app but the update doesn’t go though and it gives an error message. I have unplugged it & plugged it back in\nCustomer: How do I reach out to customer service? \nCustomer: Agent\nCustomer: Okay thank you\nCustomer: Are you still there?\nCustomer: Okay thanks\nHuman Agent: Hello, I am assisting multiple customers at once.  You've reached customer care, my name is Kylie. When you look at the lights on the camera what color are they and are they flashing or solid?\nCustomer: Green\nHuman Agent: The camera that has an available update is offline. The camera would need to be online in order to download and install the update. Could you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: When I did that the light was green. But let me go back out and see, it’s an outdoor camera \nHuman Agent: Alright, we will want to see what it does as it may need to be setup to connect to your Wi-Fi network.\nCustomer: The light is green. I think it is the WiFi \nCustomer: How do I fix that? \nHuman Agent: Is the light solid green or flashing green?\nCustomer: Let me go back out again, it’s cold out there so I come in right after. \nHuman Agent: You may want to stay out with the camera, since you will need to be with it to troubleshoot it and set it up if necessary.\nCustomer: Flashing green \nCustomer: Yes easy to say but I live in the NW. lol \nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nHuman Agent: I understand, but you would need to be with the camera anyway in order to do anything with it. So you are going to be going right back out to the camera.\nCustomer: I’m close enough to it at my door. \nCustomer: I’ll try to restart the installation"]
["Customer: Set up\nCustomer: Please help\nCustomer: I need to set up camera \nCustomer: Not sure how\nCustomer: Model- ZH-IXU1F-W\nCustomer: I bought it, need to set it up\nCustomer: Set up\nCustomer: Customer support \nCustomer: I have camera , need to set it up please help\nCustomer: D/static_file/366a131805_1_20241218161029.jpg\nCustomer: D/static_file/613d45087d_1_20241218161043.jpg\nCustomer: How to set it up\nCustomer: Please help\nHuman Agent: Let me take a look at the device.\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Wait let me try\nCustomer: Please wait\nCustomer: Worked \nCustomer: Thanks\nHuman Agent: You're welcome."]
["Customer: 2 of my cameras stopped working\nCustomer: Still won’t work\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What are the IDs of the cameras you need help with? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: They won’t scan the code when I’m trying to re connect them \nHuman Agent: What are the IDs of the cameras you need help with? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: ZMD15INI4224006\n\nZMD15IKI4222729\n\n\nHuman Agent: Thanks. Yes, you would have to use the QR setup for these. When you say it won't scan the code, you mean the indicator light never goes to blinking blue when you show the code?\nCustomer: Yes correct they won’t go blue.\nHuman Agent: Okay, are the plugged directly into a wall outlet without extension? You'll also want to make sure the area is bright enough that the red night vision is not kicking on as they will not be able to see the code when that is on. \nCustomer: I ordered new ones and those connected right away so I know how they work these are now defective been a loyal customer if you could please help me replace them I can send them back \nHuman Agent: Unfortunately they would not be within warranty, but I'd be happy to help you troubleshoot. \nCustomer: Why is it past the date?\nCustomer: How could I troubleshoot them ?\nHuman Agent: The warranty is 1 year from the date of purchase for new devices purchased from verified sellers. These cameras were first set up in 2019. \n\nAre the plugged directly into a wall outlet without extension?"]
["Customer: Set up\nCustomer: agent\nCustomer: maryhlandery@gmail.com\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: cant connect the camera they are saying offline on the app\nHuman Agent: What is the ID of the camera you are working with? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: maryhlandery@gmail.com\nHuman Agent: There is no account under that email."]
["Customer: Troubleshooting\nCustomer: Can’t add one of my cameras \nCustomer: The camera was already on my system I deleted it by accident and now I can’t reconnect it \nCustomer: I’ve done that up to the QR code and it won’t read the code \nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are wanting to setup?\nHuman Agent: The ID will be listed on a sticker on the camera and will start with ZMD or GSG\nCustomer: Still won’t read the code\nCustomer: D/static_file/b395283f78_1_20241227164020.jpeg\nHuman Agent: ZMD12CU68218158 is the indicator light on the camera blinking green?\nCustomer: Yes \nHuman Agent: This camera uses Zink setup .  blinking green means the camera is in setup mode.  Please setup the camera using Zink.\nHuman Agent: ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nCustomer: I can’t remove the camera from it’s location it is about 15 feet away from the router I’ve tried to do it using the Zink but It only picked up the camera in the back which is further away from the router\nHuman Agent: You can try setup where the camera is mounted but if you have trouble with setup moving the camera close to the router can help\nHuman Agent: The indicator light on the camera is blinking green?\nCustomer: I’ve tried that and it won’t find the camera \nHuman Agent: What color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: Yes it’s blinking green \nHuman Agent: When you are going through setup does it only blink green? or does it flash between green and blue?\nCustomer: Only blinks green\nHuman Agent: Go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location\n\nalso go to your phone's settings and turn off mobile data\n\nthen go through setup again. \nCustomer: D/static_file/ba0e8c7e88_1_20241227165345.png\nCustomer: It won’t let me connect \nHuman Agent: Your phone needs to be right next to the camera during setup.  \nHuman Agent: are you right next to the camera?\nCustomer: I am \nHuman Agent: The zmd_sap signal comes from the camera.  You could try rebooting the camera and your router then go through setup again"]
["Customer: Hi  A Zmodo camera and I’m trying to add garage  camera  to my Settings how do I do that\nCustomer: Where is QR code located as I no longer have the box\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Oh.. okay the camera is outside on a post so I will have to call a handyman to take it down.\nHuman Agent: Did you previously have it on your account? There does not seem to be a camera named Garage on your account at the moment. \nCustomer: Because I deleted from my acct\nCustomer: I was trying to add it back\nHuman Agent: Okay, I believe I have located it. If you would ever need to set it up in the future, you do not need to delete it first. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) From the home page of the app, choose Devices, then go to the option to add a device at the bottom of your device list. \n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Ok thank you for your help. \nHuman Agent: No problem, let me know if you would have any trouble with set up."]
["Customer: I can't connect this camera\nCustomer: -1\nCustomer: the QR code doesn't work, \nCustomer: -1\nCustomer: Troubleshooting\nCustomer: agent\nCustomer: the model I have Is the  ZP-Ibh23-w\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD131kF8000800\nCustomer: recently bought a new one which connected fine, but I have this old one that ive never used that I'd also like to connect, the one I had before doesn't work anymore \nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: it's there\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: on what app, the smart eaze orzmodo\nHuman Agent: Both apps would work. I sent you the instructions to do the setup through the Zmodo app.\nHuman Agent: Which app are you using?\nCustomer: I just went back on to the zmodo one\nCustomer: I'm not reaching far with this\nCustomer: I connect to the zmd, then when I hit done, it asks me to connect to a network, then I choose mine, then I hit done, then the same message keeps popping up\nCustomer: trying the other app\nCustomer: that doesn't work, that just takes me to the qr code\nHuman Agent: Did you select your Wi-Fi network and enter the password for your Wi-Fi network?\nCustomer: let me quick the app and try the zmodo again\nHuman Agent: Please use the Zmodo app.\nCustomer: I'm not getting anywhere\nCustomer: it just keeps asking me  to connect I do, then when I hit 'tap here to begin setup' the same message about connecting to a network comes back\nCustomer: I'm in a loop\nHuman Agent: Okay, so you are not getting past the screen that says \"Tap here to begin setup\"?\nCustomer: no\nHuman Agent: That means you need to check the Location settings. The location on your phone needs to be turned on and the app needs permission to use your phone's location.\nCustomer: ok will try that\nCustomer: ok looks like I'm getting somewhere!\nCustomer: I got it!\nCustomer: thank you so much, would have been impossible otherwise\nHuman Agent: You're welcome. Do you have any questions?\nCustomer: no I think I have it from here! \nCustomer: thank you so much have a great day!\nHuman Agent: You're welcome. You have a good day, too."]
["Customer: Troubleshooting\nCustomer: I changed my wifi were can I go to \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Hi Mira! Thanks. I’m trying to install an outdoor device but it’s not reading the QR\nHuman Agent: Hi my name is Wendy.  Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\n\nCustomer: ID: zmd12ds83001381\nHuman Agent: Is the indicator light solid blue on this camera?\nCustomer: I see the light solid blue on the top —but if I look at the camera straight I can’t see the light\nHuman Agent: are you wanting the camera connected to this account? arias.roberto.j@gmail.com?\nCustomer: Yes, please :)\nHuman Agent: The camera is now bound to your account.  If you refresh the app or log out and back in again you will see the camera on your account.\nCustomer: Excellent! Thank you soooo much!!!!\nHuman Agent: You're welcome!"]
["Customer: Troubleshooting\nCustomer: Reconnecting camera\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you trying to reconnect your camera named islands? \nCustomer: I’ll try to later"]
["Customer: Troubleshooting\nCustomer: Offline help\n\nCustomer: My camera is offline\nCustomer: Troubleshooting\nCustomer: Give me troubleshoot \nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: Hold in\nHuman Agent: Okay \n\nCustomer: Zmdi367da222361\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: Hold on\nCustomer: Red\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: Not blinking\nHuman Agent: Okay the red light is the night vision lights, are you able to add more light to the area to get those to turn off? \nCustomer: No it is just the red light in center\nHuman Agent: Can you unplug the camera, wait 30 seconds then plug it back in. Let me know if you see any lights after? \n\nCustomer: Ok\nHuman Agent: Any lights? \nCustomer: Yes\nHuman Agent: Do you see any lights?\nCustomer: There's no change. Maybe it's broke cause it's plugged up but nothing blinks\nHuman Agent: You can try the set up with it \nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code."]
["Customer: Set up\nCustomer: Hi I had to get my internet replaced a couple weeks ago and now when I try connecting to the ZMD_SAP I can't find it\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The cameras named sala and\tpasillo only use the QR code setup, so that's why there is no ZMD_SAP network for those, try the QR code setup with those cameras and let me know if you have any questions or need me to send you the setup directions. \nCustomer: Where will I be able to find the QR code setup?\nHuman Agent: In the zmodo app you would click the plus, then choose the QR code setup it should be the optiona t the top\nHuman Agent: QR Code Set Up steps\n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\n\n\nCustomer: Thank you I figured it out\nHuman Agent: Here are the setups teps should you need them, the setup does have steps on each page as well. \nHuman Agent: Fantastic, any other questions I can assist you with today?"]
["Customer: Representative \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I have my cameras all set up again \nHuman Agent: Fantastic that's great news to hear, good work.\nHuman Agent: Did you have any other questions for me regarding your cameras or are you all good to go?"]
["Customer: Troubleshooting\nCustomer: I cant add the cameras \nCustomer: Customer service \nCustomer: Ok\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/70f59a405a_1_20241104145238.jpeg\nCustomer: D/static_file/36babaa236_1_20241104145246.jpeg\nCustomer: D/static_file/0a3003caa9_1_20241104145253.jpeg\nCustomer: These three\nHuman Agent: Okay, lets work with one camera at a time. Which camera are you starting with?\nCustomer: First pic\nCustomer: I have 4 cameras but only one of them is added now\nHuman Agent: Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Solid green\nCustomer: Blinking green now\nCustomer: Hello\nHuman Agent: Lets try the QR Code setup method again. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nHuman Agent: When you get the QR Code on your phone screen, you can hold the phone screen close to the camera lens and pull it back. Watch the light closely and let me know if the light changes from the flashing green."]
["Customer: Where is the QR code\nCustomer: 1\nCustomer: What is QR code \n\nHuman Agent: You would get the QR code from the setup itself \nHuman Agent: When you go through the setup in the app at the end it generates the QR code that you would then show to the camera you are trying to setup, once it sees the QR code it will get the wifi name and password from the code and try to connect to that network."]
["Customer: I have two zmodo cameras and have tried to connect a third but have been unsuccessful.   Will you please help?\nCustomer: I need help connecting additional zmodo camera \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Model ZH-IZV15-WAC\nHuman Agent: I need the Device ID, not the model. It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD13EKF6200573\nHuman Agent: Thank you. Can you please unplug the camera, plug it back in and tell me what light you see on the camera when you plug it in?"]
["Customer: No puedo volver a conectar las cámaras de atrás \nHuman Agent: Hola, se ha comunicado con atención al cliente. Me llamo Grant. ¿Podría darme el ID del dispositivo de la cámara con la que está trabajando? Debe empezar por ZMD o GSG y estar en una pegatina blanca en la cámara o el soporte; normalmente está debajo de un código de barras."]
["Customer: Camera not attached to my account but on my network please attach \nCustomer: -1\nCustomer: Add camera to my account \nCustomer: Speak to an agent\nCustomer: Set up\nCustomer: D/static_file/1a4cfdb46f_1_20241119155357.jpeg\nCustomer: Didn’t attach to my account \nCustomer: But it’s on my network and nvr\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up this device and see if it is online, one moment\nHuman Agent: I found this device, I can add it to the account for you, I just have to name it when I add it. What do you want me to name it.\nCustomer: Cafe Front\nHuman Agent: Okay, One moment\nHuman Agent: I added the camera to this account now. \nHuman Agent: let me know if you are able to view it live fine."]
["Customer: How do I set my cameras us after switching WiFi on the Smartz app?\nCustomer: I don’t have the initial setup instruction \nCustomer: Blinking blue \nCustomer: Set up\nCustomer: I need to talk to a real person \nCustomer: \nHow do I set my cameras us after switching WiFi on the Smartz app?\nHuman Agent: The cameras will use the QR Code setup method. You can tap on Devices and scroll down and tap on Add Device. Then it should give you instructions on screen and it will have you enter the Wi-Fi password. Then you will get a QR Code on your phone screen and you can show the QR Code on your phone screen to the Zmodo camera. Hold the phone screen close to the camera lens and slowly pull it back to 8-10 inches."]
["Customer: Como conectar la cámara \nCustomer: Hice todo pero no agarra el código qr\nHuman Agent: Hola, has contactado con atención al cliente. Mi nombre es Grant. ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD o GSG y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras."]
["Customer: Camera not scanning thru QR code\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: I have a couple cameras to reset and reenroll and I can’t get it to work\nCustomer: I’ve tried and they won’t set up\nCustomer: I’ve done that as well\nCustomer: Can I speak with a rep in person\nCustomer: D/static_file/b6a44163a2_1_20250113150913.jpg\nCustomer: D/static_file/937f572bb4_1_20250113150930.jpg\nCustomer: I need to get these two cameras rolling \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up the camera you sent a picture of to find what setup the camera uses. Have you tried any of the setups with this camera? what color are the lights and are they solid or flashing?\nCustomer: Flashing green\nCustomer: I’ve tried to set up multiple time and no luck\nCustomer: Before when I had issue the rep was able to manually load them\nHuman Agent: We are not able to remotely setup cameras for customers so we wouldn't have been able to get them online from our end remotely for you before.\nHuman Agent: For the picture you sent its hard to make out the characters. The ID numebr we lookup is the ZMD number, for that camera its got some matter obscuring it are you able to make that any more visible for me?\nCustomer: Zmd15jtda019057\nCustomer: Still there?\nHuman Agent: It looks like for this camera it can use the Zink setup or the QR setup. Have you tried to go through the QR code setup with the camera at all?\nCustomer: Yes \nCustomer: It doesn’t do anything \nHuman Agent: Okay, Can you go through the QR code setup then once you get to the QR code take a screenshot and send it to me to review. \nCustomer: Do you have a solution to manually program this camera?\nCustomer: I’ve got 2 minutes and I have to start another task, I can’t wait in a chat box for 30 minutes \nHuman Agent: No theres not a manual option, the only two setups that caemra will take are the Zink ro QR code setups\nCustomer: The chat is glitching,\nCustomer: D/static_file/89ab0a01a1_1_20250113152635.png\nHuman Agent: The code itself there looks fine on my end, theres no physical abnormalitys, are there any cracks on the screen of the phone and have you tried holdign the code 6 inches away or 10 inches away to see if the light ever would flash blue?\nCustomer: There is nothing wrong with the screen\nHuman Agent: Okay thats good. \nCustomer: I’ve done all the things, I’ve had these cameras for years\nHuman Agent: have you tried the setup from another device? have you tried to swap the cord on the camera with another one then tried the setup?"]
["Customer: Live agent\nCustomer: Troubleshooting\nCustomer: Need help reconnected a camera that was deleted off the account please\nCustomer: Reconnecting*\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD19H3I8D20132\nHuman Agent: Thank you. Let me take a look.\nCustomer: Thank you\nHuman Agent: It looks like that camera is already on your Wi-Fi network. So you can try to add it to your account with a LAN Search in the app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Smartz Eaze app and tap on Devices. Tap on Add Device and tap on the four squares in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: It’s not finding it\nHuman Agent: Alright, I can sync and restart the camera. You should see the light on the camera change to solid green, flashing green, flashing blue, and then back to solid blue. Once it is solid blue, try the LAN Search process again. You may need to tap on Search Again a few times as it can take a minute or two for the app to find it after it reconnects.\nCustomer: I restarted the camera and tried again and it’s not finding anything \nCustomer: Last time they were able to manually add it back on super quick. Is that not possible now?\nHuman Agent: No, I do not want you to restart the camera. I will sync and restart it from my end. Please do not touch the camera. You should see the light on the camera change to solid green, flashing green, flashing blue, and then back to solid blue. Once it is solid blue, try the LAN Search process again. You may need to tap on Search Again a few times as it can take a minute or two for the app to find it after it reconnects.\nHuman Agent: We can try that. But I will need you to unplug the camera and leave it unplugged for me.\nCustomer: Ok I see that you restarted it but it’s still not finding it and I refreshed it plenty of times. So do I unplug it\nHuman Agent: What does it say on the app when you try it?\nHuman Agent: And yes, you can unplug the camera.\nCustomer: It says no existing devices on the LAN\nCustomer: Ok it’s unplugged\nHuman Agent: Thank you. I have connected the camera to your account and you can plug it in. You will probably have to restart or refresh the app to see the change.\nCustomer: Ok thank you \nHuman Agent: You're welcome."]
["Customer: Hi im having problems with my zmodo systems. It will not turn on after i paid subscription to turn camera live it wont go live. I need help \nCustomer: How to reach out for customer support\nCustomer: Agent\nCustomer: I need help getting zmodo to work \nCustomer: I subscribe but camera not turning on to live \nHuman Agent: The cameras are offline, which means they are not connected to the internet. Are you there with the cameras to troubleshoot them?\nCustomer: How can i get it connect to internet \nHuman Agent: Subscribing the cameras is separate from the cameras being online. You can connect the cameras and view the Live video without a subscription.\nHuman Agent: That would depend on why they are offline. Are you there with the cameras to troubleshoot them?\nCustomer: How can i connect it back to internet\nHuman Agent: There are different things you would do depending on if it is a power issue, a change in the Wi-Fi network, a router issue, or other potential problems. So you would need to troubleshoot. That is why I am asking if you are currently with the cameras to troubleshoot them.\nCustomer: It was a change to password internet. Im trying to reconnect but no options to do that\nHuman Agent: If you changed your Wi-Fi password, then you would need to do the initial setup to connect the cameras with the new password. To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I lost the qcode how do i find it\nHuman Agent: There is not a QR Code to lose, you will make it in the app. The message I sent has the instructions for the QR Code setup.\nCustomer: Oh ok got it i will try it im away from the device .\nThank you so much \nHuman Agent: You're welcome. Please contact us if you have any trouble when you are trying to setup the cameras."]
["Customer: Troubleshooting\nCustomer: Internet settings \nCustomer: I recently switched Internet providers. I need to connect my cameras to the new Internet \nCustomer: It tells me I need to cancel my subscriptions. \nCustomer: Agent \nCustomer: Agent\nCustomer: I recently switched Internet providers and need to connect my cameras to the new Internet \nHuman Agent: You do not need to remove the devices from your account or cancel the subscription. You would just want to do the QR Code setup with the new Wi-Fi information.\nHuman Agent: Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Troubleshooting\nCustomer: I'm here\nCustomer: Are you a real person?\nCustomer: Can't view live from the app.\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: One sec please.\nCustomer: ZK-8-BFS23NM\nHuman Agent: That is the FCC ID, not the Device ID. It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Sorry, here it is:\nCustomer: ZMD13GEFC001600\nHuman Agent: That camera is offline, which means it is not getting internet access. Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Sure...\nCustomer: It's green\nHuman Agent: I want to let you know that the Live Chat support will close in 10 minutes. I will continue to work with you. If you want to schedule a callback for later I can schedule a callback for later in the week. We do our callbacks by appointment Mon-Fri 9AM-12PM and 1PM-5PM CST. I would need your name, phone number, and what time you want to schedule your callback appointment.\nCustomer: And now it's red\nCustomer: A callback is fine...\nHuman Agent: If the light is flashing green in the camera, then you will want to do the QR Code setup to connect the camera to your Wi-Fi network.\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nHuman Agent: Okay, if you want a callback, then I would need your name, phone number, and what time you want to schedule your callback appointment. We do our callbacks by appointment Mon-Fri 9AM-12PM and 1PM-5PM CST.\nCustomer: My camera has alreday been added, years ago.\nCustomer: So it's already showing in my app.\nHuman Agent: Right, this would not be to connect it to your app, but connect it to your Wi-Fi network. \nHuman Agent: The camera may have disconnected. Or if you changed your router or your Wi-Fi name or password, then it would need to be reconnected anyway.\nCustomer: I thought it was already connected.\nHuman Agent: What light do you see in the camera?\nCustomer: Yes, ok. My router is semi-new.\nCustomer: Red\nCustomer: How do I connect to new router?\nHuman Agent: Is that the infrared lights for night vision around the camera lens?\nHuman Agent: You would connect it with the QR Code setup.\nCustomer: Yes, infrared lights\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Ok, so I need to add it like I would with a new camera?\nHuman Agent: Yes, you would just follow the setup instructions that I sent in that message.\nCustomer: I did try that a while ago, using QR code, it didn't connect. So perhaps we can schedule a callback for tomorrow?\nHuman Agent: We will be closing in 5 minutes. If you want a callback, then I would need your name, phone number, and what time you want to schedule your callback appointment. We do our callbacks by appointment Mon-Fri 9AM-12PM and 1PM-5PM CST. And I would need it in the next couple of minutes to setup the appointment before we close.\nCustomer: Kristina Bergvall\nCustomer: 205-602-1794\nCustomer: 9AM CST, please\nHuman Agent: Thank you. I have that appointment scheduled. I would recommend trying the QR Code setup again now that you have restarted the camera.\nCustomer: Sure, will do.\nHuman Agent: Do you have any other questions before we close in the next few minutes?\nCustomer: Thanks! I'll be ready for the call tomorrow.\nHuman Agent: You're welcome.\nCustomer: Have a great night!\nHuman Agent: Thank you. You have a good evening, too."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  It looks like your having some trouble with there setup, are you trying to set up a new camera or reconnect a device that was online/setup in the past?"]
["Customer: I had camera ZMD18K8IH800944 working then the power cable failed and I removed from account. I now have a new power cable but can't get the camera added back. Is there any way to reset this camera? \nCustomer: I can't get the camera added back, it has a blue light\nCustomer: It is not showing offline, it isn't showing on the app at all. \nCustomer: Can the camera be reset? \nCustomer: How do you reset the camera? \nCustomer: How do you reset? \nCustomer: Is there a customer service phone number? \nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. The camera is already online so I can add it back for you. What would you like it to be named?\nCustomer: Driveway\nCustomer: I'm waiting\nHuman Agent: I apologize, it did not show your responses until I refreshed for some reason. One moment as I add it. \nHuman Agent: It has been added. \nCustomer: Thank you Dillon! \nHuman Agent: No problem, anything else I can help you with for now? \nCustomer: I think we are good, thanks! \nHuman Agent: Okay, have a good day!"]
["Customer: Factory reset device \nCustomer: Device not showing on app\nCustomer: Solid blue\nCustomer: I already rebooted the router \nCustomer: I tried the installation several times \nCustomer: I already said that it's solid blue\nCustomer: Again, I already rebooted the router \nCustomer: May I speak with a live agent? I already tried everything \nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera or one that previously has been setup in the past? \nCustomer: Hello Kylie. This camera was setup two days ago, but went offline. My installation guy reset and removed the camera from the app but I can't get it to reinstall \nHuman Agent: Okay, when you look at the front of the camera whole its plugged in what color are the lights and are they solid or flashing?\nCustomer: Solid blue \nHuman Agent: solid blue means the camera is connecting, can you send me the cameras ID number, I will look it up to see if it tells me its online or not. the ID should be on the cameras sticker and start with ZMD or GSG. \nCustomer: ZMD19I2IHA20237\nHuman Agent: This camera is online, I can re add it to the account for you I just have to give it a name, what do you want me to name the camera? \nCustomer: Yes. \n\nOutside door\nHuman Agent: Okay one moment while I add the device.\nHuman Agent: I added the camera to the account again. You may have to refresh the device list but let me know if you can see it live or not.\nCustomer: I can see it. Thank you, Kylie!\nHuman Agent: In the future if the device is offline don't delete it from the account, you don't have to delete the camera to reconnect with the setup.\nHuman Agent: Is there anything else I can assist you with?"]
["Customer: Set up\nCustomer: I don’t know \nCustomer: We have a cameras we need to setup and I’m not sure how to set them up\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  Are these new cameras or ones that have been used previously?\nCustomer: I’ve plugged them in but I don’t see a light \nHuman Agent: Do you still not see a light after checking the power cord and unplugging and plugging it in?"]
["Customer: Agent\nCustomer: I lost access to my last account. I can’t connect device to new account \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the devices first, can you send me all the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid. \nCustomer: Zmd15jbi4247939\nCustomer: Model zip-ibh23-w\nHuman Agent: Okay Is this the only camera or are there several?\nCustomer: D/static_file/33fb8fd28c_1_20250217154626.jpg\nCustomer: The second is this one\nHuman Agent: Okay, got that one. Is it only these two?\nCustomer: Yes. It’s just the 2\nHuman Agent: Okay, I looked up both of those devices and they are not bound to an account at all\nHuman Agent: So you would be free to set them up to another account if you wish. \nCustomer: They just said they was \nHuman Agent: Sometimes that can pop up in error if it times out at just the right moment.\nHuman Agent: Try to see if you are able to add the cameras again and let me know if it still says that error or not for you."]
["Customer: My camera isn't setting up\n\nCustomer: -1\nCustomer: My camera is jist flashing green\n\nCustomer: I changed my wifi provider, now my cameras won't work\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're setting up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: Device is not connecting but internet is working \nCustomer: Can you reset device?\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: No conecta\nCustomer: -1\nCustomer: Español\nCustomer: Agente\n\n\nCustomer: 1\nCustomer: Agente \n\nHuman Agent: ¿Cómo puedo ayudarte?\nCustomer: Agente\n\nCustomer: No lee el codigo\n\nCustomer: Qr\nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debería comenzar con ZMD y debería estar en una pegatina blanca en la cámara o en el soporte, normalmente debajo de un código de barras.\nCustomer:  Smrtz eaze\nCustomer: Zp ibh27 w\nHuman Agent: Ese es el modelo, no la ID del dispositivo. Comenzará con ZMD y debería estar en una pegatina blanca en la cámara o en el soporte, normalmente debajo de un código de barras.\nCustomer: 19i2ih19674\nHuman Agent: ¿Puedes intentar enviar el ID del dispositivo nuevamente o enviar una foto del mismo? Le falta una letra o un número.\nCustomer: 19I2IhA19674\nHuman Agent: Gracias. ¿Puedes desconectar la cámara, volver a enchufarla y decirme qué luz ves en la cámara cuando la vuelves a enchufar?\nCustomer: Verde\nHuman Agent: ¿Es verde fijo o verde intermitente?\nCustomer: Intermitente\nHuman Agent: Bien, intentemos configurar el código QR nuevamente. Cuando obtenga el código QR en la pantalla de su teléfono, sostenga la pantalla del teléfono cerca de la lente de la cámara Zmodo y retírela lentamente. Observe atentamente la luz de la cámara y avíseme si cambia del verde intermitente.\nHuman Agent: ¿Podrías enviar también una captura de pantalla del Código QR que estás mostrando a la cámara?\nCustomer: Si\nCustomer: Cambio azul intermitente \nHuman Agent: Eso significa que está leyendo el código QR. ¿Podrías enviar una captura de pantalla del Código QR que estás mostrando a la cámara?\nCustomer: No me da la opcion la camara\nCustomer: Agente \nHuman Agent: Puedes enviar una captura de pantalla aquí en el chat. O si tiene problemas con eso, puede enviarlo a support@zmodo.com.\nHuman Agent: ¿O puedes ir a la pantalla donde te pide que ingreses tu contraseña de Wi-Fi y decirme si ahí muestra el nombre de tu red Wi-Fi o si dice \"Unknown SSID\"?"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Need help setting up I had deleted camera now can't put it back on account  I don't have or code \nCustomer: Can I get a phone # to reach out to you guys for customer support \nCustomer: Can they help add camera back to my account \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I had camera  for a while I don't have  papers and box it came with \nCustomer: D/static_file/ca31c369d3_1_20241121102603.jpg\nHuman Agent: It will be on the stand for that camera. Do you have the stand for the camera?\nCustomer: I have to look when I get home 🤦🏾‍♀️\nHuman Agent: Alright, I can also send you the QR Code with a likely setup for that camera if you want me to. If it does not work, then you can contact us with the Device ID. What is a good email to send that to?"]
["Customer: I went to make an account and the app wouldn’t let me what can I do to set up an account \nCustomer: Set up\nCustomer: I have tried several times to do this and it won’t let me tell me who I need to to contact \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What part of account creation were you having trouble with?\nCustomer: The main account at the start. Because I can’t add my camera to it at all\nHuman Agent: Okay, so you already created the account and you're wanting to do camera setup then? What is the ID listed on the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \nCustomer: I can sign in but at the beginning do you have to make an account?\nCustomer: I never made an account at all\nHuman Agent: You definitely have created at least one as you're contacting me from an account under the email bocrabby@icloud.com made a few days ago. Unless you're trying to create a new account, you shouldn't have to do anything further with account creation. \nCustomer: Ok just didn’t know that was the main account. \nHuman Agent: I'm unsure what you mean by main account, but it is the account you're currently signed in with. Unless you were trying to make a new account, nothing further should be needed for account creation. \nHuman Agent: If you're trying to set up a camera, what is the ID listed on the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \nCustomer: Zmd13cncd000844\nHuman Agent: In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\nCustomer: When I go to the QR code and hold it there it always runs out of time before it get hooked up\nHuman Agent: The QR setup is not compatible with your camera and you would need to follow the instructions in my previous message. \nCustomer: Ok let me try that\nHuman Agent: Okay, let me know if you have any trouble."]
["Customer: Set up\nCustomer: How do I change wifi\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Hello\nCustomer: I change my internet model and now my cámara are no working \nCustomer: No ligth\nHuman Agent: You would need to setup the cameras with the initial setup method to connect to the new network.\nCustomer: There is no light in the cámara \nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: The cámara is flashing green \nCustomer: Hello\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: This app is BAD now connects the camera then doesn’t add it to the dam front page so there’s no access , no I can’t reset the dam camera …..\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera that you cannot see on the app?\nHuman Agent: The ID will be listed on a sticker on the camera and will start with ZMD or GSG\nCustomer: Zmd18L9ih501983\nHuman Agent: ZMD18L9IH501983 shows a solid blue indicator light?  are you wanting the camera bound to this account? tech81ma@gmail.com?\nCustomer: Yes blue\nHuman Agent: ZMD18L9IH501983 has been added to your account.  If you refresh the screen or log out and back in again you will see the camera on your account.\nCustomer: Okay one more quick \nHuman Agent: Sure what is the device ID on the next one?\nCustomer: D/static_file/a303300133_1_20241114151626.jpg\nHuman Agent: The device ID may be on the top or bracket of this type of camera.\nCustomer: Do these not work on zp-nl18  NVR?\nHuman Agent: This Mini Pro? What is the device ID on it? so I can check the firmware?\nCustomer: D/static_file/b942f1d21f_1_20241114151759.jpg\nHuman Agent: ZMD19H3I8D18274 is not compatible with NVRs.  What color is the indicator light on this one? and is the light blinking or solid?\nCustomer: Okay yea I’ll need this one reset then\nHuman Agent: This camera is reset, it is not bound to an account.   What color is the indicator light on this one? and is the light blinking or solid?\nCustomer: One sec it was blue , just plug in\nHuman Agent: okay \nHuman Agent: I see it now on my end.  You want it connected to tech81ma@gmail.com?\nCustomer: Yea that way I can reset , it didn’t link to me and connected anyway like the other, this a know bug?\nHuman Agent: Usually you can setup solid blue cameras using the solid blue setup method but I will add it to your account for you.  One moment\nHuman Agent: ZMD19H3I8D18274 has been added to your account.\nHuman Agent: If you refresh the screen or log out and back in again you will see the camera on your account.\nCustomer: Thanks , what is the blue method, didn’t see an option\nHuman Agent: D/static_file/0f65073616_1_20241114152630.png"]
["Customer: Set up\nCustomer: I have a Zmodo greet pro and I would like to know how to work it the light is green that’s it\nCustomer: How do you get it to go to setup mode\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is the light on your doorbell a solid green or a flashing green?\nCustomer: It has never been setup I don’t know why it so difficult to just tell me and help me\nCustomer: Solid green\nHuman Agent: I just took over your chat, Mira is an AI chatbot, im a live human. \nHuman Agent: It wont go through the setup while its solid green, that means its booting up, did you only just plug it in or has it been solid green for a while?\nCustomer: Thank you\nHuman Agent: It wont go through the setup while its solid green, that means its booting up, did you only just plug it in or has it been solid green for a while?\nCustomer: About 45 mins now \nHuman Agent: Okay, the camera should of only gone solid green when first powering up, then begun to flash green, this may indicate a power issue is going on, can you take the doorbell off of the bracket for me and while you do that watch the light, after the doorbell is off the bracket let me know if the light shuts off or if its still on, its fine if it is I just need to know how it reacts to being removed from the bracket first\nCustomer: Stays green"]
["Customer: Set up\nCustomer: I changed network. Now it is not working\nCustomer: No I don’t know how to do \nCustomer: How to change WiFi setting\nCustomer: Where is the device WiFi setting\nCustomer: Where to find device WiFi setting\nCustomer: Live agent\nCustomer: How to update WiFi setting\nHuman Agent: If you changed your Wi-Fi network, then you would need to do the initial setup with the new Wi-Fi information to connect the camera.\nCustomer: How to do it\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd12l8bc202636\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: Green stable\nCustomer: No sorry\nCustomer: Green blinking \nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Yes\nHuman Agent: Is that a yes that you can see the network? Or a yes that you are checking?\nCustomer: I can see\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: All set. Thx\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Agent\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: I’m trying to connect my camera and it’s not allowing me\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 24g9h4000448\nHuman Agent: That camera will use the QR Code setup. Do you still have the quick guide that came with the camera?\nCustomer: No I do not\nHuman Agent: Okay I can send you the QR code you need to start the set up. Do you have another phone to do the set up with so we can continue the chat on this device. If not do you have a computer that can display the QR code if I email it to you. If so what is the best email to send it to? \nCustomer: Yes\nCustomer: I have another phone\nHuman Agent: D/static_file/d5daf9601c_1_20241007165630.png\nHuman Agent: Sent. Tap the \"+\" icon on the app home screen in the top right. Make sure your camera is powered on and flashing green. Tap Start Installation at the bottom of the screen. Scan the QR code included in this email when prompted by the app. Follow on-screen instructions, input your WiFi password, and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will scan the QR code on the phone screen.\nCustomer: The device isn’t reading the QR after this step\nCustomer: I don’t know why it’s giving me such a hard time \nHuman Agent: Alright, can you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Won’t Connect \nCustomer: -1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device, can you send me the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid."]
["Customer: camera doesn't conenxt\n\nCustomer: Troubleshooting\nCustomer: camera doesn't connect\nCustomer: still not working\nHuman Agent: Hi my name is Wendy.  The camera you are wanting to setup, is it new? or has it been setup before?\nCustomer: its not new but i havent been using it\nHuman Agent: What is the device ID on the camera? The ID will be listed on a sticker on the camera and may start with ZMD or GSG\nCustomer: i got a 4 pack and only used 3\nHuman Agent: What is the device ID on the camera? The ID will be listed on a sticker on the camera and may start with ZMD or GSG\n\nCustomer: let me see\nHuman Agent: ok\nCustomer: zmd19g1ihc01536\nHuman Agent: ZMD19G1IHC01536 is the indicator light solid blue right now?\nCustomer: yes\nHuman Agent: Solid blue setup:\nMake sure your phone is connected to 2.4GHz wifi (the same router that the cameras would connect to) then on the Zmodo app tap on the +sign in the upper right corner then tap near the bottom of the screen where it says \"tap here to add it\".\n\nCustomer: im connected to same network\nHuman Agent: ok\nHuman Agent: on the Zmodo app tap on the +sign in the upper right corner then tap near the bottom of the screen where it says \"tap here to add it\".\nHuman Agent: D/static_file/a40f7b7cc5_1_20240926145827.png\nCustomer: zmodo app? do u mean smartz eazeapp?\nCustomer: what is this zmodo app?\nHuman Agent: You can log in to the Zmodo app with your Smartz Eaze app username/password.\nCustomer: so i need to download this new app?\nHuman Agent: No you don't need to download the Zmodo app but it is an app you can use with Zmodo cameras. \n\nAre you wanting ZMD19G1IHC01536  connected to Jonathancortez701@gmail.com?\nCustomer: yes\nHuman Agent: If you want to do solid blue setup from the Smartz app you can tap on \"devices\", scroll down and tap on the +sign\nHuman Agent: Tap on the 4 square icon in the upper right corner, \nHuman Agent: then tap on \"tap here to add it\" at the bottom of the screen\nCustomer: yea thats what i did\nCustomer: thats how i am trhing to set up camera with the qr code\nHuman Agent: No not QR code setup.  \nCustomer: i am now using the zmodo app like u suggested and its not working either\nHuman Agent: Do you see where you can tap on \"tap here to add it\"?\nCustomer: on this app? i would have to close the chat\nHuman Agent: We will stay connected for 7 minutes without activity\nHuman Agent: please try and get the camera setup using solid blue setup method\nCustomer: on which app zmodo or this one?\nHuman Agent: Either.\nCustomer: ok"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Chat with agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Green light blinks repeatedly after scanning qr code\nHuman Agent: Okay, is this a new camera or one that was set up previously?\nCustomer: Tried  multiple times \nCustomer: Setup previously \nCustomer: Showing green light since yesterday \nHuman Agent: Okay, is the camera your trying to set up the one on the account named \"Sirat@1\"?\nCustomer: Yes\nHuman Agent: Okay, if it is only flashing green and not flashing blue then that means it is not seeing the code when its held Infront of it. Try rebooting the camera by unplugging and plugging it in then go through the QR code setup, try holding it at 8 inches away first, if after about a minute it does not flash blue then try holding it at 6 inches for another minute, if it still fails then one more time try holding the QR code further away at 12 inches for a minute. Once it starts flashing blue hold it steady and watch how it reacts, if it comes back online it will be a solid blue. \nCustomer: Yeah, I did that\nCustomer: It does scan code and shows blue light but again starts showing green after sometime \nCustomer: I tried it many times, unplugging, forgetting WiFi on phone and reconnect but still same \nHuman Agent: Okay, if it is flashing blue that means it is trying to read the code, can you go through the setup then take a screenshot of the QR code and send that to me in the chat, I will try and see if there's anything that would bother the code itself for the setup. \nCustomer: Tried display methods too\nHuman Agent: Okay, can you go through the setup then take a screenshot of the QR code and send that to me in the chat, I will try and see if there's anything that would bother the code itself for the setup. \nCustomer: Yes, wait plz\nHuman Agent: Okay\nCustomer: D/static_file/09285978a4_1_20241121165135.png\nHuman Agent: as far as I can tell the QR code looks perfectfly fine. Do you know if the Wi-Fi network you are trying to use is a 2.4GHZ network? the caemras will onyl connect to netwrok that have 2.4ghz, they wont connect to a network that is only 5GHZ. \nCustomer: But I’m using this WiFi only from the starting \nHuman Agent: The Wi-Fi the cameras are set up on has to be a 2.4GHZ network for the setup. \nCustomer: How to check that?\nHuman Agent: You may be able to check this on the router itself in the settings for the network, otherwise you can also try contacting the internet service personnel if you have the router through them then they also can help you find out if it is a 2.4GHZ network or not. \nCustomer: On it\nHuman Agent: Okay\nCustomer: It has 2.4\nHuman Agent: Okay, Lets have you refresh the phones connection to the network then try the setup again, To do that you would go into the phones Wi-Fi settings, forget the wifi you used for the setup, reconnect to it again then go back through the QR code setup and try it one more time, if it still fails we may have to try the setup from another device or see if the alternate setup called Zink will work instead. \nCustomer: Ok\nCustomer: Still same\nHuman Agent: Okay, are you able to try the setup from another mobile device?\nCustomer: Yes\nCustomer: Still same issue \nHuman Agent: Okay, when you held the code Infront of the camera with that phone did it flash blue for a while then back to green or is it flashing rapidly blue once, then green once, back and forth?\nCustomer: Blue 1st then green flashing \nCustomer: Not back n forth \nHuman Agent: Okay. It still soudns like ti is trying to connect and failing. Lets try one more thing before we attempt to see if the camera will accept the alternative setup Zink. Can you reboot the router for me, unplug it for about 30 seconds then plug it back in, once it comes back online again then go through the setup and see if the camera connects after that. \nCustomer: Ok wait \nHuman Agent: Okay\nCustomer: No luck\nHuman Agent: Did it react the same again?\nCustomer: Yes \nHuman Agent: Okay, lets see if this camera will setup on the Zink setup, there is a test we can do to see. Get close to the camera then go into your phones Wi-Fi settings and if you see a network named ZMD_SAP then that means we can try the Zink setup. If it is not there, try rebooting the camera then when it flashes green refresh the list to see if it pops up at all. \nCustomer: Ok\nHuman Agent: Okay\nCustomer: It’s there, connected \nHuman Agent: Fantastic! that is great news, are you able to see it live okay?\nCustomer: Yes, let me try qr again \nCustomer: Camera not connected, I meant that wifi\nHuman Agent: Oh I see, for the zink setup its a little bit different, you wont do the QR setup\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: Still same \nHuman Agent: When you did the Zink setup, did you get to the end of the setup? what did it say at the end?\nCustomer: It asks to connect to that network you mentioned \nCustomer: It still does same after scanning qr\nHuman Agent: after you connected did it move forward? theres more steps after that where you enter in your own homes Wi-Fi name and password, If you did not get to that part then that means the phone is perhaps not connecting to the ZMD_SAP netwrok fully. You can try turning off the Celular data/Mobile data then connecting to the ZMD_SAP netwrok to try the setup to move past that point again. \nCustomer: Ok\nHuman Agent: Okay"]
["Customer: WiFi connection \nCustomer: I need assistance with the WiFi \nCustomer: How do I connect them to the WiFi \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Ezlink is only used for some of our oldest devices. What is the ID of the device you are trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: Can't get back on-line \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: New WiFi\nCustomer: I want to set my camera up to a new wifi\nCustomer: My old WiFi is no longer usable so I want to move over to a new WiFi what can I do\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Your cameras currently on your account are updated and would use QR setup rather than Zink. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: I have a new network company how do I reset my password to this new network \nHuman Agent: You would follow the QR setup instructions in my previous message to set up the cameras on your account onto your new network. \nCustomer: Okay 👍🏽\nHuman Agent: Feel free to let me know if you have any trouble. \nCustomer: Will do that 👍🏽\nHuman Agent: Okay."]
["Customer: Don’t have QR code\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: Camera turned blue and no next steps \nCustomer: For set up \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: I am not able to get the camera setuo\nCustomer: flashing green\nCustomer: i have tried this and it still does not work\nHuman Agent: Hi my name is Wendy.  Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the device you are trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: ZMD18FLIG514938\nHuman Agent: Is this a first time setup? \nCustomer: for this camera, yes\nHuman Agent: Okay. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: thanks\nHuman Agent: No problem, let me know if you would need any other assistance. \n\nCustomer: all set\nHuman Agent: Okay, have a good day!"]
["Customer: Trying to add Zmodo to the new WiFi \nHuman Agent: Hello, my name is Grant. The cameras on your account will use the Zink setup method to connect.\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home Wi-Fi network name (SSID) and Wi-Fi password. Afterwards, you will need to connect your phone back to your home Wi-Fi network to access the camera."]
["Customer: Troubleshooting\nCustomer: I have been waiting for about 15 minutes for a response \nCustomer: rebooted the routerthat did not work they worked yesterday and today     it does not work both are showing solid blue how can I reset this is a known issue as I have been doing some research \nNeed to reset 3 of my cameras solid blue shows but it will not connect it times out hooked up one of 4  \nCustomer: -1\nCustomer: I have 3 cameras that want connect that were connected solid blue on all 3 of them   \nCustomer: I have done that they are not showing up in the app but they are solid blue I need to speak to someone \nCustomer: AGENT\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: zhlxy2j\nHuman Agent:  Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 9zmd sorry\nCustomer: zmd17ari8205529\nHuman Agent: Is the camera at this moment plugged in and solid blue? \nCustomer: yes\nHuman Agent: Can you unplug the camera, wait 30 seconds then plug it back in. Let me know if you see any lights after? \n\n\nCustomer: ok\nCustomer: Solid blue \nHuman Agent: Okay I am going to try and add it back to your account, what would you like the camera named? \nCustomer: Back door Home \nHuman Agent: Okay can you close the app and open it again, let me know if you see that. \nCustomer: yes thanks \nCustomer: onr more please\nCustomer: one more please \nCustomer: zmd17ari8204274\nHuman Agent: Is it also plugged in and solid blue? \nCustomer: yes \nHuman Agent: What would you like it named? \nCustomer: Front door Home\nHuman Agent: Okay please close the app and open again let me know if you see it\nCustomer: Done Thanks You are AWESOME \nHuman Agent: You're welcome, is there anything else we can help with today? \n\nCustomer: Not today thanks again \nHuman Agent: I hope you have a great day!\nCustomer: You too good day"]
["Customer: Troubleshooting\nCustomer: I bought a used pivot camera and am unable to connect it to my internet. How do I factory reset it?\nCustomer: Yes what is the set up process please \nCustomer: When it’s plugged in it has a soiled green light on \nCustomer: It’s the same no matter where I plugged it in. It does blink\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera?\nHuman Agent: The ID will be listed on a sticker on the camera, it will start with ZMD\nCustomer: Model # ZH-1zv2D-w\nHuman Agent: Thanks for providing the model.  Could you please also provide the device ID starting with ZMD?\nCustomer: ZWD11LW15212429\nHuman Agent: ZWD11LW15212429 it looks like there are typos.  If possible, please attach a clear picture of the ID\nCustomer: Sorry I’d is zk3-bf32nm\nHuman Agent: The ID will start with ZMD.  ZWD11LW15212429 is most likely the ID just with typos.  Could you please attach a clear picture of this ID?\nCustomer: Might be Zmodo-bfs23nm\nHuman Agent: No.  The ID will start with ZMD.  \nCustomer: Zk8-bfs23nm this is what is by FCC ID #\nHuman Agent: D/static_file/5a6a1d2d55_1_20250207153356.png\nHuman Agent: It will start with ZMD\nCustomer: D/static_file/eaa48385f3_1_20250207153552.jpeg\nCustomer: Here is \nHuman Agent: ZMD11LM15212429 thank you.\nHuman Agent: Is the indicator light blinking green or solid green?"]
["Customer: Are representatives still at lunch \nCustomer: Your app no longer supports my camera \nCustomer: Can you tell me if my camera is still supported on your app?\nCustomer: I need a represent\nCustomer: I need a representative\nCustomer: I’m guessing my camera is no longer supported by your app so I will be needing a refund\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD13FVDA210788\nHuman Agent: That camera will use the Zink setup. Could you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Flashing green\nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Yes\nCustomer: Connected \nHuman Agent: If you see the ZMD_SAP network, then you will do the Zink setup in the app. Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: It says failure everytime I try to do that \nHuman Agent: What step are you getting to in the setup process?\nCustomer: WiFi information \nCustomer: After I input credentials it says failure \nCustomer: I’ll take my refund now \nHuman Agent: There could be a few reasons for that. When you get there are you selecting the Wi-Fi name from a list or are you typing it in manually?\nHuman Agent: You may also want to unplug the other cameras and leave them unplugged so that you are just working with one camera at a time.\nCustomer: There isn’t a list it makes me type manually \nHuman Agent: New cameras would have a 30 day return for refund policy. These cameras would not be covered by that as they were first setup almost 7 years ago.\nHuman Agent: Okay, so that could be the issue. You will want to unplug the other cameras and leave them unplugged. Then make sure to turn off the cellular data on the phone that you are using for the setup.\nCustomer: That is not working either it’s the app no longer supporting the camera \nCustomer: That is a breach of the user agreement so I am due a refund \nHuman Agent: The app still supports the camera. You would want to do the steps that I suggested for the setup.\nCustomer: I did the steps exactly and they don’t work \nHuman Agent: Okay, is your cellular data turned off right now?\nCustomer: That leads me to believe the app no longer supports the camera \nCustomer: Obviously the data is on if I’m messaging you \nCustomer: I turned it off to try as you said and it made no difference \nCustomer: It’s almost as if the app no longer supports this model of camera \nCustomer: Refund time yet?\nCustomer: I’ll take a replacement that functions with your app if not a refund will do \nHuman Agent: You could be connected to Wi-Fi or using a different device on the Live Chat. The app does still support the camera. Are the other cameras plugged in?\nCustomer: Nope just the one \nHuman Agent: The warranty on the cameras would have expired, so we would not be able to issue a refund or exchange the camera.\nHuman Agent: Alright, then you can try to uninstall and reinstall the app. Or if you have another phone or tablet that you can use, then you can try that.\nCustomer: So fix whatever glitch is in your system to make the camera function \nCustomer: Nope if you want me to continue troubleshooting after completing all troubleshooting steps I’ll need to bill your company for my time \nHuman Agent: I am trying to walk you through the troubleshooting to setup your camera. There is nothing I can do remotely because the camera is offline and there is no way for me to communicate with the camera.\nHuman Agent: You do not have to troubleshoot if you do not want to. This is customer support for you, so you would not bill us for your time.\nCustomer: Deleting the app will make no difference the camera will not connect to the network because it is out of date with your app. That is a software function not hardware. This violates the user agreement \nCustomer: Seeing how it’s in violation I am willing to mail the camera to you and you can repair or replace it \nCustomer: Or I’ll take the number I can call and communicate with your supervisor this seems a little too complicated for you \nCustomer: No offense but I understand it can be complicated for some people \nHuman Agent: One of the most basic steps of troubleshooting electronic devices and software is uninstalling and reinstalling the app. We are going through things in order of things that are likely to cause issues and how quick and easy it is to resolve the issue. So, uninstalling and reinstalling the app would be the next step. If you have another phone or tablet, then you can try that. And if that does not work, then you can try communicating with the IP address of the camera. The last one is more complicated and takes more time, which is why it is last.\nHuman Agent: You can tap on Schedule Call to make a callback appointment if you would like. There is not a phone number that you can call, but you can schedule a callback.\nCustomer: Thanks little buddy I appreciate it \nHuman Agent: I see the callback scheduled. A representative will call you and walk you through the same setup steps that I was walking you through over the phone to help you connect the camera to your Wi-Fi network.\nCustomer: Hopefully the app updates in that time so it’s compatible \nHuman Agent: The app is already compatible and if there is an update in the next hour, it should not cause the app to become incompatible with the camera.\nCustomer: It’s already incompatible lol\nHuman Agent: No, as I said, that is not the issue. The camera was on your app before you deleted it. The other cameras are on your app. It is an issue with the setup. And we would need to go through the troubleshooting steps to resolve the issue and get the camera setup on your account and Wi-Fi network.\nHuman Agent: I understand you think the app needs to update, but it does not.\nHuman Agent: You can check for an update in your app store if you would like to.\nHuman Agent: But an older version of the app would still be compatible with the camera. as well."]
["Customer: Troubleshooting\nCustomer: One of my cameras will not work. Says needs update. Try numerous times to update but comes up error every time.\nCustomer: Tried all of the above but will not update.\nHuman Agent: Hello, my name is Grant. The only camera on your account with an available update is offline. That means that the camera is not connected to the internet and it will need to be connected to download and install an update.\nHuman Agent: Are you there with the camera to troubleshoot the camera?\nCustomer: Yes. Just unplugged and plugged back.in\n\nHuman Agent: What light do you see on the camera?\nCustomer: Red on front. Blinking green on side.\nHuman Agent: Flashing green means that the camera is ready for setup. To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Will.do now"]
["Customer: La camara no lee el código QR\n\nCustomer: 1\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. Necesitaré buscar el dispositivo. ¿Pueden enviarme todos los números de identificación y modelos de las cámaras? La identificación comenzará con ZMD o GSG, no con fccid."]
["Customer: Set up\nCustomer: Did you have somebody who’s Spanish speak?\nCustomer: Agent\nHuman Agent: ¿Cómo puedo ayudarte?\nCustomer: Instalando una cámara \nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD o GSG y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras.\nCustomer: Un momento \nCustomer: D/static_file/562eabff01_1_20250123172915.jpg\nCustomer: Eso \nHuman Agent: Esa imagen no tiene el ID del dispositivo. Estará en el soporte de la cámara y comenzará con ZMD.\nCustomer: D/static_file/e6dc48f5e1_1_20250123173027.jpg\nHuman Agent: ¿Podrías desconectar la cámara, volver a enchufarla y decirme qué luz ves en la cámara cuando la enchufas?\nCustomer: Una verde \nCustomer: Roja \nCustomer: Las 2\nHuman Agent: ¿La luz es verde fija o parpadea en verde?\nCustomer: Verde princando\nCustomer: Parpadea \nHuman Agent: Para configurar la cámara utilizará el método del código QR. Abra la aplicación y haga clic en el ícono \"+\" en la esquina superior derecha, luego seleccione Código QR. Elija \"Iniciar instalación\" o \"Siguiente\" en la parte inferior de la pantalla para iniciar la configuración. Siga las instrucciones en pantalla, ingrese su contraseña de WiFi (recuerde que distingue entre mayúsculas y minúsculas) y toque \"Siguiente\". Se generará un código QR. Alinee la lente de la cámara con el código QR en la pantalla de su teléfono, dejando aproximadamente 8 pulgadas de espacio entre ellas.\nCustomer: Si pero no quiere tomar la foto"]
["Customer: Troubleshooting\nCustomer: My camera is not connecting \nCustomer: Camera blinking edit not green\nCustomer: Blinking red not green\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're referring to? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: talk to agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: zmd19G1lHC07139 please help me how to setup these camera\nHuman Agent: Let me look up that ID number to find more info on the setup, one moment.\nCustomer: Thanks\nHuman Agent: I could not find that camewra is the system, is it a new camera or one that has been used before? Can you send the Model so I can look up what setup it uses.\nCustomer: new camera\nHuman Agent: Okay I will still need the Model to look up the setup for you.\nCustomer: oh sorry\nHuman Agent: it will be on the cameras sticker.\nCustomer: 19z1lhp07141\nHuman Agent: That is not the Model number\nHuman Agent: Are you able to take a picture of the sticker and send it at all?"]
["Customer: Can I speak with someone \nCustomer: I need live support \nCustomer: I have 6 cameras that are not blinking and it doesn’t let me reset on the app\nHuman Agent:  Hello, you've reached customer care. My name is Grant. Could I have the device ID of the first camera you are trying to set up? The ID starts with ZMD and it can usually be found on a sticker the bracket or camera under a barcode.\nCustomer: Zmd13ibec204859\nHuman Agent: Thank you. Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it back in?\nCustomer: No light comes up\nHuman Agent: There will be a blue or green light inside of the camera when you look in the camera lens when it is powered on. It may be hard to see depending on how you have it mounted. Can you try covering the camera lens to block any light to the camera and let me know if you see the infrared lights turn on?\nCustomer: There is a camera right next to this one, I am able to see a blue light on that one but there’s is no light on for the one I am trying to connect \nHuman Agent: Alright, can you try covering the camera lens to block any light to the camera and let me know if you see the infrared lights turn on?\nCustomer: Still no light \nHuman Agent: The red lights do not turn on around the camera lens when you block any light to the camera lens?\nCustomer: No\nHuman Agent: Then there may be a power issue with the camera. Is the camera plugged in with an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: It is connected to the Zmodo original cable and then to an extension cord but we have another camera connected to the same cord and it’s working \nCustomer: Is there a number we can call to speak with someone \nHuman Agent: It may not be getting enough power for both devices. Could you try plugging the camera in to a wall outlet? If that does not work, then you will want to try another power adapter and cable.\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: I can't view my cameras\nCustomer: I need to chat with a real person please\nCustomer: Hello \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: I don't know the id\nHuman Agent: The ID will be on a sticker on the camera. \nCustomer: D/static_file/9f2a924fd8_1_20241028130818.jpg\nCustomer: D/static_file/74c5107f30_1_20241028130835.jpg\nCustomer: \nI sent 2 pics\nHuman Agent: Did you reset the NVR or change your wifi information? \nCustomer: I unplug the cameras i don't know how to change the wifi\nCustomer: Please just me don't have waiting \nHuman Agent: Okay can you get me the ID off the easiest to reach camera. Please make sure to plug it back in. \nHuman Agent: Please keep in mind I am working with multiple customers at once and answer chats in the order the come in. \nCustomer: It's plugged in\nCustomer: Are u asking me to take a picture of the camera outside\nHuman Agent: Which ever one you can reach?\nHuman Agent: The cameras will need to be set up as a new device."]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What are the IDs of the solid blue cameras? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Help\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you trying to setup a new camera or one that was previously setup?"]
["Customer: New wifi and cameras won't show up \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Good afternoon I’m trying to set the cameras on my new Wi-Fi I’m having a hard time \nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Ok thanks \nHuman Agent: No problem, let me know if you have any trouble during the setup."]
["Customer: Troubleshooting\nCustomer: hi, I've already been in here. Gave a lady my camera numbers and got disconnected. I guess. Two Zmodo cameras I'm trying to hook up with others. The light is solid blue. It says I have to turn the Wi-Fi on my phone. It is on it says 5G is not supported and my router is a 2.4 G. And neither camera will connect even though the lights are solid blue and my phone is connected to Wi-Fi. Could you please tell me what the problem is?\nCustomer: I just finished the reboot process no success with hooking up the cameras\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I check the IDs in your previous chat. \nHuman Agent: Rather than H31 in the IDs provided, is it possibly H3I instead?"]
["Customer: Doesn't want to scan the qr code \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera you are trying to setup or one that was used in the past? can you send me the cameras Model and ID number as well I will lookup info on it. the ID will start with ZMD or GSG on the sticker not the fccid."]
["Customer: Can i speak with an agent?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Hi Kylie, I changed my wifi and can't connect my cameras to the new one \nCustomer: they are not blinking or anything in blue \nCustomer: and they are already installed on the walls \nHuman Agent: Okay, lets try a quick test with one camera, can you cover the front of the camera as much as you can, (cup your hands around the front of the camera or use a cloth) then peak and tell me if you see the red IR lights come on at all?\nCustomer: ok, wait a minute please \nHuman Agent: Okay\nCustomer: nope,\nCustomer: no red lights\nHuman Agent: Okay, that's not a good response, that indicates that the camera is not getting any power more then likely, one last test you can try is to unplug and plug in the camera then quickly listen to see if the camera clicks or turns on the red IR lights, when cameras are first plugged in they will test the IR lights and click. \nHuman Agent: Do all the cameras plug directly into the wall for power or do they plug into an extension cord or are they wired cameras that plug into a repeater/NVR for their power?\nCustomer: each has its own power box \nCustomer: I'll try the unplugging and plugging in \nHuman Agent: Okay, If that doesnt work, take a picture of the sticker on the bottom of the box you have the cameras plugged into so I can see the devices sticker and look it up in the system\nCustomer: it did make a sound \nCustomer: the model is zp-ibh15-w\nCustomer: the FCC ID: ZK8-BFS23NM \nCustomer: and the other, below the code bar is ZMD14EUDA263309\nHuman Agent: That camera is a 720P wired camera, Do the cameras plug directly into a wall outlet or do they plug into an extension cord then the outlets at all?\nCustomer: directly to the wall outlet \nHuman Agent: Okay, Can you try to test the wall outlet to see if its providing proper power, a simple way to test this is to plug in a power tool, you wouldn't want to use a light as it wouldn't use comparable power as it takes less power for a lightbulb then the camera would use/need, is that possible for you to try?\nCustomer: Yes, I can. \nHuman Agent: Okay, let me know if the power tool does work or if it seems like tis being under powered.\nCustomer: there is power \nCustomer: when I unplugged and plugged in, i could hear a sound \nCustomer: and they were working just fine before I changed the wifi \nHuman Agent: the camera made a sound?\nCustomer: a light click when I plugged it in again \nHuman Agent: Whenever you change the wifi name, password, or router to reconnect the cameras you would go through the setup to reconnect them, Have you tried to go through the QR code setup with the cameras to see if they would react to it at all?\nCustomer: yes, but they arent blinking , they don't detect the new QR  \nCustomer: do I need to eliminate the cameras and adding them again?\nCustomer: the thing is that I am paying the cloud service for two of them, so I dont know how that will affect the cameras or the payments \nHuman Agent: Sometimes the indicator lights on the cameras can burn out and that might be why you don't see the green or blue lights on the camera, can you try the setup, and hold the code up to the camera 8 inches away for at least a minute (ignore it if it says it times out) then let me know and I will check to see if the camera has come online or not, I wont be able to see the video, but it will tell me if the camera is on or offline still.\nHuman Agent: You dont have to delete cameras jsut to do the setup so I wouldnt recommend you to do that. \nCustomer: ok, so I click on + and then QR set up? \nHuman Agent: Yes thats correct, then go step by step, make sure it shows your new wifi name and enter your wifi password then when the code generates you would hold it up to the camera, 8 inches away for 1 minute.\nCustomer: I see a green light! \nCustomer: I could add one!! \nCustomer: Let me try in the others \nHuman Agent: yay! thats fantastic news!\nHuman Agent: Let me know if you have any trouble with the others.\nHuman Agent: If you do have trouble with any of them scanning the code, try a quick reboot by unplugging then plugging them in, then after 30 seconds then try the code again.\nCustomer: The two most importants are up!! \nCustomer: Thank you so much for your patience and help!  HAve a great day \nHuman Agent: No problem, glad I was able to assist you, I hope you have a wonderful rest of your day as well. Farewell\nCustomer: bye bye"]
["Customer: Agent\n\nCustomer: Set up\nCustomer: I have 3 cameras that I can't get to read the qr code \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are these new cameras or ones that were setup previously? \nCustomer: Brand new \nCustomer: Are you still here \nHuman Agent: Yes, I am here, Can you send me the cameras Model and ID numbers so I can check what setup options they would have is. The model wills tart with ZMD or GSG, not the FCCID.\nCustomer: Zmd19g4ih402610\nZmd19g4ih402390\nZmd19g4ih402646\nHuman Agent: I also will need the Model\nCustomer: Zpibh27w\nHuman Agent: Looks like these cameras can use the QR code setup or the ZInk setup. \nHuman Agent: Have you only tried the QR setup or have you done the Zink setup at all with the cameras yet? \nCustomer: Ok the qr setup is not working how do I go about setting them up the other way \nHuman Agent: Okay, I will send you the Zink setup directions, one moment. \nHuman Agent: 1.Check Network Compatibility:\n\nEnsure that the W-iFi network you want to connect the camera/s to, is operating on the 2.4GHz frequency.\n\n\n\n2.Access Zink Setup:\n\nOpen the app and go to the home page. go to the device list area, then Tap the plus , then select the three dots or squares in the top right corner and select the Zink option.\n\n\n\n3.Initiate Installation:\n\nEnter the number of devices you are trying to set up, tap on the check mark or next.\n\n\n\n4.Connecting to the ZMD_SAP\n\nTap on \"Tap Here to begin set up\" follow the onscreen instructions. The phone may warn you this network has no internet.\n\n\n\n5.Wi-Fi Password Entry:\n\nThe app will prompt you to select or enter your Wi-Fi name (SSID) and enter the Wi-Fi password. Remember the Wi-Fi and password are case sensitive.\n\n\n\n6.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nHuman Agent: If you have any trouble moving forward through the steps please let me know and take a screenshot of the step you have trouble with as well if possible."]
["Customer: Resetting WiFi settings \nCustomer: Delete and re add?\nHuman Agent: Hello, my name is Grant. The cameras on your account will use the QR Code setup to connect to your new Wi-Fi network. You do not need to remove the devices from your account before you set them up."]
["Customer: Troubleshooting\nCustomer: I need help\nCustomer: One of my cameras won’t work and I want to delete 2 cameras off of my profile\nCustomer: Done. \nCustomer: One of my cameras stopped working\nCustomer: Set up\nCustomer: It’s blinking green\nCustomer: Set up\nCustomer: I need a representative \nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are wanting to setup?\nCustomer: Ch3\nCustomer: It’s blinking green\nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Yes I clicked on it\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera."]
["Customer: I can't get my zmodo mini connected\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Having real trouble adding back a camera to the Zmodo app\nCustomer: The camera is blinking green\nCustomer: Can I talk to a rep?\nCustomer: Agent\nCustomer: Hi. One of my cameras got disconnected from the app. Yesterday I was able to set it again. But then it got disconfigured again and since then it connects, it shows the blue light but I can’t see video on the app. I know it is connecting to the 2.4 Network.\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: The camera Id is ZMD17A617524582\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: I have tried connecting it with the ZModo app and it connects but no video. Somehow it is not working.\nCustomer: I unplugged it and plugged it back.\nCustomer: It is blinking green\nHuman Agent: Is the light still blinking green in the camera? \nCustomer: Yes\nHuman Agent: And is it just a green light? Or is there a solid blue light along with the flashing green?\nCustomer: Only green\nCustomer: I reset it and deleted it from the app before I contacted you\nHuman Agent: That means it is ready for setup. So lets try the QR Code setup to connect the device to your Wi-Fi network.\nCustomer: I tried the QR code and it doesn’t work. I was trying the Zlink\nCustomer: Should this model work with QRCode ?\nCustomer: Should I try ?\nHuman Agent: The camera can use either setup method to connect.\nCustomer: Ok. I will try the QRCode\nCustomer: It does not work with QRCode.\nCustomer: I can try Zink but I have done it many times and still does not work.\nCustomer: Can you look at it when I connect it ?\nHuman Agent: The camera is on your account. What do you see when you tap on Live for the camera?\nCustomer: I just connected it. It has blue light\nCustomer: But I don’t get anything out of it. The message connecting with the picture it got yesterday. And that’s it\nCustomer: I also noticed the night vision does not switch when I cover it. \nCustomer: It’s like lost somehow.\nHuman Agent: What do you see when you tap on Live for the camera named \"West\"?\nCustomer: Establishing secure video channel and the fails\nCustomer: Spins and then fails. The background pic is when it connected yesterday. It hasn’t worked since. I have tried several times.\nHuman Agent: There can be several reasons for that. You are tapping on Live for the camera itself, correct? Not on one of the NVR systems on your account.\nCustomer: On Live. I even removed the cams from the NVRs. But I don’t think it is related.\nHuman Agent: The NVRs also have a Live view, that is why I am doublechecking what exactly you are going to. You have a device named \"West\" and you are tapping on Live for that camera specifically, and not on an NVR or a group, correct?\nCustomer: This cam was outside and it reset itself. I was traveling. When I came back was blinking green. \nHuman Agent: Is the camera still outside? Or did you bring it inside and plug it in next to your router?\nCustomer: That is correct. I am doing it on the West link not on the NVR. The camera is not set up currently on the NVRs.\nCustomer: D/static_file/c2dcddede8_1_20250311163829.jpeg\nCustomer: D/static_file/fd4de7aed6_1_20250311163916.png\nCustomer: Camera is with me by the router\nHuman Agent: Do you have any Wi-Fi extenders or a mesh network that it may have connected to? Can you doublecheck that the antenna is screwed in securely to the camera?\nCustomer: I don’t\nHave extender or mesh. Just regular Comcast router I always had.\nHuman Agent: Can you doublecheck that the antenna is screwed in securely to the camera? If it is still stuck loading like that, then you can try to uninstall and reinstall the app. \nCustomer: Antenna is secure. I know it connects to the network because I can pause the ipaddress from the router app and it goes blinking green/blue. When I unpause it it goes back to solid blue.\nCustomer: Should I reinstall the app then ?\nHuman Agent: Right, it connects, but it may not have a good connection to get internet access and upload the video. If the antenna is disconnected, the camera may connect if it is close to the router, but would disconnect once it gets moved from the router and it may not have a strong enough connection to upload video.\nHuman Agent: You can uninstall and reinstall the app.\nHuman Agent: The other thing that could be causing issues is the upload bandwidth on the network. You can test the upload speed of the Wi-Fi network that the cameras are connected to. Make sure that your phone is connected to the same 2.4 GHz network that the cameras are connected to. You can use this website https://fiber.google.com/speedtest/ to test the speed of your network. It will test a download and then an upload speed.\nCustomer: All other cameras are working at different locations. This is just by the router. I even rebooted the router. I will try the app. If it doesn’t work I think the camera is damaged. I’ll let you\nKnow.\nCustomer: It didn’t work. Thank you. Seems\nto me the camera stopped working"]
["Customer: Troubleshooting\nCustomer: My camera dont show any image\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. \n\nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Agent\nCustomer: agent\nCustomer: Cutomer Care Agent\nCustomer: Ihave numerous cameras with Zmodo and recently the cameras WILL NOT stay linked . I have re linked them numerous time and only 2 of the 15 will stay linked. WhenI try to do the Zink and get to the \"Select WiFi network\" part and I tap to select WiFi Network a new menu pops up and i just loads continuously\nHuman Agent: Hello, you've reached customer care, my name is Kylie, If the cameras are disconnecting it would be because of them loosing connection to the network. \nHuman Agent: When you look at the lights on the camera right now what color are they and are they solid or flashing?\nHuman Agent: Also all the cameras currently on this account that are offline dont use the Zink setup anymore, they use the QR code setup instead. \nCustomer: I have tried the zink and QR and they are currently blinking green\nHuman Agent: Okay, you may want to try bringing a camera closer to the rotuer for the setup, you wont do the zink setup only the QR code setup for the cameras. \nHuman Agent: If you have trouble with the setup again let me know and send me a screenshot of how the QR code looks for me to review.\nCustomer: i will get the qr to you here shortly. I/m chattingon my desk top \nHuman Agent: Okay no problem, you will want to contact from a mobile device in order to send us screenshots.\nCustomer: D/static_file/3d67d08394_1_20250102144012.png\nCustomer: Also I tried to link with the QR code again and it did not work\nHuman Agent: One thing I see that interferes with the setup is you currently have the phone in dark mode, try changing that to light mode then go back through the setup, dark model wont let the qr code work when the phone is in that mode.\nCustomer: ok i will try that now\nHuman Agent: Okay\nCustomer: That did not work either I will check my password and try again\nHuman Agent: OKay\nCustomer: Did not work.\nHuman Agent: if the cameras have been plugged in for a while you may have to reboot them then do the setup again.\nHuman Agent: You can also try holding the qr code different distances, try holding it at 6 inches for a minute, and then 12 inches away for a minute if that doesn't work. If it still does not work you may have to try the setup from another mobile device instead. \nCustomer: oKay but I have gotten them to link up before but they do not stay linked up. and then I have to go through the whole thing again.\nHuman Agent: If they are not staying connected then it would be because the cameras are losing connection to the network of the wifi info was changed to where they cant reconnect on their own."]
["Customer: How to reset my cameras after changing a new router\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Agent\nCustomer: Agent\nCustomer: Hi Grant. Ok\nHuman Agent: How can I assist you?\nCustomer: I've changed internet provider ad no camera is working now\nCustomer: Power was reset to all 4\nHuman Agent: The cameras would just need to be setup with the initial setup method to connect to the new network. \nHuman Agent: Could I have the device ID of the first camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 12D883000446\nCustomer: When I plugged in, light is solid green and then blinking\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it back in?\nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Yes, I see it\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: I did that couple times yesterday, didn't work. but I'll try again now\nHuman Agent: Give it a try now and let me know what spot you get to if it does not work.\nCustomer: Nop, does not work\nHuman Agent: Okay, what step did you get to? And what happened at that step?\nCustomer: I write net and password and does not go to next step\nHuman Agent: You have to manually type in the name and password? Does it ask you to choose from a list of networks?\nCustomer: Manually entered\nOn the list, does not show anything\n\nHuman Agent: It does ask you to choose from a list first, but just does not show any SSIDs in the list? There are a couple of possible causes for that. First, you will want to turn off the Cellular Data while you are doing the setup. The other thing you can do is unplug the other cameras and leave them unplugged while you do the setup for the one camera.\nCustomer: Ok. I'll try that later.\nHave to work now.\nThx a lot\nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: Unable to connect to camera\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: I erased 3 items in my account and I want reconnect  my account no.is sandoval 524@yahoo.com\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What are the last 3 digits of the IDs of those 3 devices? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: I have account ready \nHuman Agent: What are the last 3 digits of the IDs of those 3 devices? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: 639\nHuman Agent: That camera is already online, but is bound to another account where the email starts with sa and it is at hotmail.com, is that familiar to you?\nCustomer: 51\nCustomer: Yes\nHuman Agent: That second camera is also already online, but is on an account where the email starts with sa and it is at gmail.com. Is this email also familiar to you?\n\nCustomer: Yes\nHuman Agent: Okay, do you have access to those accounts?"]
["Customer: Troubleshooting\nCustomer: I got a new service provider and cannot access the cameras?\nHuman Agent: Hello, my name is Grant. If you changed your router, then you will want to setup the cameras with the initial setup method to connect to the new Wi-Fi network.\nHuman Agent: There are three cameras on your account. The indoor camera will use the QR Code setup and the two outdoor cameras will use the Zink setup method.\nCustomer: So I have to disconnect the current set up cameras and restart?\nCustomer: Because I have the cameras still showing connection\nHuman Agent: Restarting the cameras by unplugging them and plugging them back in would be helpful for the setup. Then you would just do the initial setup to connect to the new Wi-Fi network.\nHuman Agent: The cameras on your account are offline, so they are not connected to the Wi-Fi network."]
["Customer: Troubleshooting\nCustomer: My door bell camera I'd flashing green but nothing o a recording\nCustomer: Please send set up direction \nCustomer: Green light flashing\nCustomer: How to configure info \nCustomer: Agent\nCustomer: My doorbell camera is Not recording or taking photos anymore \nCustomer: I have Zmodo app\nCustomer: I had cloud service\nCustomer: Hello\nHuman Agent: Currently the doorbell on this account named Trixie is offline, Can you take a look at the lights on the front of that doorbell camera and tell me what color the light is and tell me if its flashing or a solid light as well. \nCustomer: Green light and flashing\nHuman Agent: Okay, That means its not connected to the internet right now, to reconnect the camera you would go through the setup to give it the Wi-Fi details and reconnect. \nHuman Agent: The setup the camera uses is the Zink setup, are you familiar with that' setup or would you like for me to send setup instructions for you to follow/preform into the chat?"]
["Customer: My zmodo cameras not connecting\nCustomer: Did all that\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Where do I find that\nHuman Agent: It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I see the sticker but the barcode is erased\nCustomer: Can I send a photo in this chat\nHuman Agent: Yes, you can send a photo in the chat.\nCustomer: How do you attach it\nCustomer: Barcode sticker...\nHuman Agent: If you are having trouble attaching it in the chat, you can also send an email to support@zmodo.com\nCustomer: Did you get the photos?\nCustomer: D/static_file/7d760fd86f_1_20241119170154.jpg\nCustomer: It attached and was sent\nHuman Agent: Alright, could you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Green\nCustomer: It now turned blue...\nHuman Agent: Is it flashing blue or solid blue?\nCustomer: Solid blue\nHuman Agent: That means the camera is connected to a Wi-Fi network. You can try the LAN Search in your app. If it finds the camera, then it will also show the Device ID in the app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: I actually need to reconnect my camera. Your last agent instructed my to remove the device from my app but disconnected before advising on reconnecting \nCustomer: Give me a sec\nCustomer: Tried, no device found it says\nCustomer: Can we talk in the phone?\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: How do I connect my phone bac to my camera \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily."]
["Customer: Set up\nCustomer: I'm using a tablet switch Camara should I hold the Camara up to\n\n\n\nCustomer: I'm using a tablet which Camara should I hold up the Camara to front or back \n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you trying to do QR setup? Otherwise could you elaborate on what you're referring to? \nCustomer: It keeps saying connection time out \n\nCustomer: I'm holding the Camara up to thec\n\nHuman Agent: Okay, so it sounds like you're trying to do QR setup. What is the ID on the camera? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD."]
["Customer: Cannot set up cameras. I had cameras and I got new WiFi. Couldn’t reconnect them so I deleted them. Now I cannot get them to work.\nCustomer: -1\nCustomer: Cameras won’t set up \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I see there were previously 4 cameras on your account, are you trying to set up all 4 again? In the future I would recommend not deleting the devices as it can make the process slightly more complicated. \nCustomer: Yes\nCustomer: They now say device is not supported\nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Scan the QR code below to access setup. If you'd prefer I email it, please let me know. \n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nHuman Agent: D/static_file/c55577a6c5_1_20250312171009.png"]
["Customer: How to connect Wi-Fi after changing password \nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and scan the QR code below if prompted. \n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\n\nHuman Agent: D/static_file/3ca65c3e0c_1_20250123164431.png"]
["Customer: Flashing green light \nCustomer: Won't scan qr code\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device, can you send me all the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid."]
["Customer: Agent\nHuman Agent: How can I assist you?\nCustomer: I'm, trying to connect my pivot \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd12LGBC207549\nHuman Agent: What light do you see on the camera?\nCustomer: Flashing green\nHuman Agent: Could you please check your phone's Wi-Fi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: I can\nCustomer: It says I'm connected \nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home Wi-Fi network name (SSID) and Wi-Fi password.\nCustomer: I did that but nothing happens after I put in the ssid and password \nHuman Agent: Well, lets try it again here. And when you get to the screen that is asking for your SSID and password, does it ask you to select your Wi-Fi network from a list of available networks?"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Got a new router today need to contact new wifi  code to cameras\nCustomer: I don't need any help with my router. Need to get camers back online\nCustomer: How do I do that please walk me thru\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: We have cameras that are not showing up on our account. When we try to connect them, we get the message \"AP_ZMD not connected\" how do we connect?\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Can I speak to a live rep on phone please\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\nCustomer: I need someone to help me set up my camera s\nHuman Agent: Okay, are these new cameras or some you have setup before in the past? \nCustomer: Some I set up before\nHuman Agent: Okay, let me look up your account and see what setup the cameras use, in the meantime while I do that make sure all the cameras are ready for the setup, you will want to unplug and plug them in so they are more sensitive to the setup first. \nHuman Agent: It looks like the cameras I can see that were previously on your account may use the QR code setup or the Zink setup. Do you know the steps for both setups to try them? if not I can send those to you."]
["Customer: Agent\nCustomer: Agent\nCustomer: Hey grant\nHuman Agent: How can I assist you?\nCustomer: I can't get my cameras to turn on \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: There's two hold on please\nCustomer: Zmd19121h404128\nCustomer: Zmd19121h404132\nHuman Agent: Thank you. Lets start with one of the cameras, can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Blinking green \nCustomer: The one in my room is Zachary and the one in my shed is Blaise.\nHuman Agent: Alright, then you will want to do the QR Code setup to connect the camera to the Wi-Fi network and account.\nCustomer: I'm disabled and hard of sight could you help me please.\nHuman Agent: You will want to open the app, tap on Devices, tap on Add Device. Then you will follow the instructions and enter the Wi-Fi password. Then you will get a QR Code on your phone screen that you will show to the Zmodo camera.\nCustomer: I've tried grant many times with no resolve.\nHuman Agent: Well, lets do the setup now. Can you do the QR Code setup and when you show the QR Code to the camera, hold the phone screen close to the Zmodo camera and pull it back. Watch the light in the camera and let me know if the light changes from the flashing green.\nCustomer: It doesn't work for me a nice guy from your co help me set them up before could you please help me again?\nHuman Agent: I am trying to help. Depending on what the light does, that will help tell us what we need to do to connect the cameras. Can you try the QR Code setup and when you show the QR Code to the camera, hold the phone screen close to the Zmodo camera and pull it back. Watch the light in the camera and let me know if the light changes from the flashing green.\nCustomer: There flashing green now \nHuman Agent: Yes, flashing green means the camera is ready for setup. Can you try the QR Code setup and when you show the QR Code to the camera, hold the phone screen close to the Zmodo camera and pull it back. Watch the light in the camera and let me know if the light changes from the flashing green while you are showing the QR Code to the camera?\nHuman Agent: I want to let you know that the Live Chat support will be closing in 10 minutes. If we run out of time, then I will send you an invitation to schedule a callback.\nCustomer: I don't know how\nCustomer: Nevermind Grant your not helping me\nHuman Agent: I sent the instructions on how to get to the setup. I will send you those instructions again.\nHuman Agent: You will want to open the app, tap on Devices, tap on Add Device. Then you will follow the instructions and enter the Wi-Fi password. Then you will get a QR Code on your phone screen that you will show to the Zmodo camera.\nCustomer: It's not working Grant I don't know what to do is there a manager or somebody I can speak with this is ridiculous\nCustomer: It should not be this difficult\nHuman Agent: I can send you an invitation to schedule a callback. What do you see on the app when you try to do the setup?\nHuman Agent: You can tap on Schedule Call to make a callback appointment if you would like. A supervisor will be the person to give a callback.\nCustomer: I did and that ain't working either this is beyond ridiculous the people should be able to help thank you for nothing\nHuman Agent: If you have any dashes or spaces in your phone number, then you will need to remove those to submit the callback form.\nCustomer: Nope\nCustomer: Can you have him call me tomorrow morning please before I throw these cameras across the street, this is absolutely ridiculous Grant\nHuman Agent: The Live Chat support will be closing for the evening, so I will send you another invitation to schedule a callback. You can fill that out or contact us again and give more information about what you are seeing, since we cannot see your phone screen, so that we can assist you. Have a good evening.\nHuman Agent: The Live Chat support will be closing for the evening, so I will send you another invitation to schedule a callback. You can fill that out or contact us again and give more information about what you are seeing, since we cannot see your phone screen, so that we can assist you. Have a good evening."]
["Customer: Real person \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Need to reset cameras to new router \nCustomer: Tried tutorials and no luck \nHuman Agent: Okay, when you look at the lights on/in the front of the camera what color are they and are they flashing or solid?\nCustomer: Green and flashing \nCustomer: What ssid does it require for connecting \nHuman Agent: Okay, can you send me a picture of the sticker on the bottom/back of the camera that has the Model and ID number, I will check and see what setup options it can take are. \nCustomer: D/static_file/b03da7504f_1_20241104170510.jpg\nCustomer: D/static_file/96b7f3ca69_1_20241104170532.jpg\nHuman Agent: the SSID is the wifi name, the wifi network you use has to be a 2.4GHZ network or a duel network which has both 5GHZ and 2.4GHZ together. \nCustomer: Is this for the zid_ thing \nCustomer: Or main wifi \nHuman Agent: its for your homes wifi that the SSID you type in will go\nCustomer: Ok hopefully this will work \nGetting very frustrated"]
["Customer: Troubleshooting\nCustomer: My camara no conect to internet \nCustomer: Only changed the password for the WI-FI\nCustomer: Yes, I need assistance \nCustomer: Reconfirming the camara\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: It’s not working \nCustomer: In trying to set it up \nCustomer: Can I call you \nCustomer: I need a agent \nCustomer: I can’t set up my camera \nCustomer: I changed internet provieders \nCustomer: Now I can’t set it up \nCustomer: I’m trying to do it through the QR code \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera you are trying to setup or one that was used in the past? can you send me the cameras Model and ID number as well I will lookup info on it. the ID will start with ZMD or GSG on the sticker\nCustomer: Hello \nCustomer: Wtf"]
["Customer: factory reset ZP-IBH27-W\nCustomer: How to factory reset ZP-IBH27-W?\nCustomer: customer service\nCustomer: Hi. I need to factory reset ZP-IBH27-W camera. How do I do that?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. If the device is on your account and online, you can reset it by hitting live on it, going to the settings gear in the top right, then the ... in the top right, then the reset option. If it's not on your account or not connected, it generally would not be possible, but also shouldn't normally be needed. \nCustomer: I accidentally click \"remove\" it from the device list\nCustomer: and now I can't add it back\nCustomer: but it doesn't seem to be trying to initializing the set up again.\nHuman Agent: No need to reset it. Please try connecting your phone to the same wifi network that you set them up onto, hit the plus button in the top right of the home page, then hit the Tap here to add it at the bottom of that page to search the network for already connected devices. \nCustomer: Is there any difference between the Zmodo app and Smartz app?\nHuman Agent: There are differences, yes, such as the plans available and the designs of the apps. You may use whichever app you prefer. \n\nCustomer: and the same account will work on both right?\nHuman Agent: Yes. \nCustomer: Alright thank you\nHuman Agent: No problem, is there anything else I can help you with?"]
["Customer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: I need to add the other new device and it’s not connecting. \nCustomer: New device not connecting \nHuman Agent: Hello, you've reached customer care. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: It’s does. It was originally connected but I had deleted the camera and now it won’t connect again \nHuman Agent: Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/09f8b27098_1_20240913104253.jpg\nHuman Agent: Can you send another image as that one is to blurry to make out an ID.\n\nCustomer: D/static_file/f7bc1ee376_1_20240913104432.jpg\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\nCustomer: Solid blue \nCustomer: I have two cameras one connected and the other did not \nHuman Agent: Can you press the plus sign on the top right down at the bottom select the option that states \"Wired camera or wifi camera already solid blue? tap here to add it\" tap there and let me know if it shows the camera.\nCustomer: It is connected now thank you \nHuman Agent: You're welcome, is there anything else we can help with today?"]
["Customer: Set up\nCustomer: Set up\nCustomer: How to set up station \nCustomer: Storage station setup\nHuman Agent: Hi my name is Wendy.  You have a NVR or DVR you need to setup?\nCustomer: Recording station set up\nCustomer: Nvr\nHuman Agent: Please let me know the device ID on your recording station.  The ID iwll be listed on a sticker on the bottom of the device and it will start with ZMD or 1\nCustomer: I have NVR\nHuman Agent: Please let me know the device ID on your recording station.  The ID will be listed on a sticker on the bottom of the device and it will start with ZMD or 1\nCustomer: ZM11KG17200227\nHuman Agent: ZM11KG17200227 may have a typo.  Could you please check for typos or attach a clear picture of the ID here?\nCustomer: D/static_file/eeac1adb97_1_20241018102634.jpg\nHuman Agent: ZMD11KG17200227 thanks.  The NVR is not connected to an account.  Are you wanting it connected to email dchawla1@hotmail.com?"]
["Customer: Set up\nCustomer: Is there a phone number I can actually talk to someone? \n\nCustomer: Agent \nCustomer: There is no chat history because I'm still fighting to get this camera connected lol\n\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\nCustomer: Well if you can help here quicker than me waiting around for a call great..\nCustomer: I have a camera I can't get to connect,  the other 3 did no p\nroblem, \nHuman Agent: Okay, is this a new camera or one that was previously used?\nCustomer: Has a solid blue light.. and the help thing on the app doesn't help it says to click on something at the bottom of the screen that isn't there\n\nCustomer: New camera,  well refurbished I think \nHuman Agent: If the camera is solid blue that means it is connecting, Can you tell me this cameras ID number? I can look it up and make sure it is online, if it is I can add it for you to the account. The ID will be on the cameras sticker and start with ZMD. \nCustomer: Zmd18adih517804\nHuman Agent: This camera is online, I will add it to your account for you since you are having trouble adding it yourself. I just have to name the camera, what do you want it named?\nCustomer: Please just name it #3 for the time being and I'll change it once I'm set up , thank you\nHuman Agent: Okay, one moment. \nHuman Agent: I added the camera now to the account, Let me know if you can see the live video okay or not. \nCustomer: Still not showing up \nCustomer: Got it... I had to close and re open the app\nCustomer: Thank you very much Kylie, I had been fighting with this one for over a hour now trying lol \nHuman Agent: Fantastic! Glad I was able to help. Is there anything else I can assist you eith before we go?"]
["Customer: Set up\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Set up\nCustomer: Camera won’t QR code\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I have tried to get the camera to read the QR code multiple times it just won’t do it\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd 19G1HC22689\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Green\nCustomer: Now it’s solid blue \nHuman Agent: That means it is already connected to the Wi-Fi network. So you can try to add it to your account with a LAN Search in the app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct."]
["Customer: Can’t set my camera up to my new network \nCustomer: Zp-ibt15-w\nCustomer: The app won’t find the camera \nCustomer: Setup isn’t working \nCustomer: -1\nCustomer: That isn’t working \nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Agent \nCustomer: OK, I can’t get my camera to be found with the app\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: D/static_file/c413ef120d_1_20240920113741.jpg\nCustomer: Is that good \nHuman Agent: Yes thank you\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: Slow blinking blue \nCustomer: Now blinking green \nCustomer: I didn’t unplug it and it’s back to blinking blue \nCustomer: ???\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code.\n\nCustomer: That didn’t work the connection timed out\nHuman Agent: Did the camera change to flashing blue only when you showed it the QR code? \nCustomer: It has a solid blue light now\nHuman Agent: Did the app change to ask you to name the device?\n \nCustomer: It connected somehow thank you \nHuman Agent: You're welcome, is there anything else we can help with today?"]
["Customer: I have a new wifi and now my cameras are not working \nCustomer: I not longer have the set up information anymore \nCustomer: I have 11 cameras \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like all of your cameras except for Driveway would use the Zink setup. Driveway instead will use the QR setup. You could restart them all and then connect driveway first which may pull some others nearby online, otherwise you can go through and work on zinking the rest. I'll provide instructions for each below. \nHuman Agent: QR:\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nHuman Agent: ZInk: \nIn order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily."]
["Customer: Need help setting up cameras again after changing internet services\nCustomer: Tried that and didnt work can I get specific directions on set up\nHuman Agent: Hello, my name is Grant. You will want to setup the cameras with the new Wi-Fi information. The cameras on your account will use the QR Code setup method to connect.\nHuman Agent: Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Thank trying now\nCustomer: Plugging in the cameras now\nHuman Agent: Are you having any trouble with the QR Code setup? Or do you have any questions?\nCustomer: Thank you, got cameras set up. Have a nice day\nHuman Agent: You're welcome. You have a good day, too."]
["Customer: Hello \nCustomer: My camera does not connect, it is a zmodomodek zp-Ibh23-w and I do not have a reset button\nCustomer: Yes\n\nCustomer: My camera does not connect, it is a zmodomodek zp-Ibh23-w and I do not have a reset button\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: No QR code\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you trying to set up your Birdie Cam?"]
["Customer: How to change the wifi to my cameras\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: I can't find the QR code\nHuman Agent: I'm unsure what you mean. The instructions provided explain how to generate the QR code in the app. Were you getting stuck at a particular point in the setup?\nCustomer: Where can I find the QR code?\nHuman Agent: I'm unsure what you mean. The instructions provided explain how to generate the QR code in the app. Were you getting stuck at a particular point in the setup?"]
["Customer: Changed my wifi network and can't connect my cameras to new network. \nCustomer: Following initial setup process but ZMD_SAP is not showing up in available network \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: Still not working \nHuman Agent: Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD131UDA294515\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: ZMD 13JUDA294515\nCustomer: Blinking green \nHuman Agent:  To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code.\n\nCustomer: Will try\nHuman Agent: Let me know if it works!"]
["Customer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: My camera dosnt read the qr code\n\nCustomer: Yes\n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD.\nCustomer: Thanks. zmd19g4Ih412299\n\nHuman Agent: Thanks. So it doesn't go to flashing blue at all when you show the code? Would you be able to send me a screenshot of the QR code?\nCustomer: No, it just continues to blink green.\nHuman Agent: Okay, is the red night vision light on when you were trying to show the code?\nCustomer: It wont allow me to send a screenshot\nCustomer: No.\nHuman Agent: What is the problem you're having when trying to send a screenshot? \n\nOkay, do you have any cracks on your phone screen over the code? \nCustomer: When I hit the camera button it dosnt do anything.\nCustomer: I took off the screen protector and the camera would not pick up the qr code\nHuman Agent: I could also have you send it via text or email. Which of those would be better for you? \nHuman Agent: Also, have you restarted the camera at all recently? If not, it could be good to do that as well. \nCustomer: Text\nHuman Agent: Okay, you can send it to 5085061880\nHuman Agent: Got it. I see a few issues. First, you'll want to go back to light mode on your phone during the set up as the dark mode can make the QR code harder for the camera to read. Also, you're using your 5Ghz network and the cameras are only compatible with 2.4Ghz networks. \nCustomer: How do I switch to 2.4ghz?\nHuman Agent: You would need to connect your phone to your 2.4Ghz wifi network. The one you're currently on has 5Ghz at the end of the name. You likely have another that does not have that at the end of the name. \nCustomer: It still didn't work.\nHuman Agent: Can you send me the new code?\nCustomer: Okay\nHuman Agent: You're still using dark mode. \nHuman Agent: You will want to swap to light mode. As I mentioned dark mode can make it harder for the camera to see the QR code properly. \nCustomer: That worked!\nI didnt know I was in dark mode. Thank you.\nHuman Agent: Good to hear it connected. No problem, is there anything else I can help with for now? \n\nCustomer: One question:\nI thought with the 1080 camera, the picture from my phone would be clearer. What cameras would provide  a clearer picture on my phone.\nHuman Agent: 1080p is the highest resolution device we currently sell. Did you try swapping between the LD and HD option when viewing?\nCustomer: Wow, that's a lot clearer on the HD.\nHuman Agent: Good to hear. Anything else I can assist with? \nCustomer: Okay, now I'm having trouble connecting the next camera.\nHuman Agent: Okay, is it the same model of camera? Is it flashing blue when shown the code?\nCustomer: Yes, same model. \nJust flashing green.\nHuman Agent: Okay, have you restarted this one? If not, it would be best to try that here as well. \nCustomer: Okay. I unplugged it and plugged it back in. Do I have to scab the code again?\nCustomer: Scan\nHuman Agent: Yes, scan the code now that it's back to blinking green. If it still does not go to blinking blue, make sure you're holding it around 6-8 inches in front of the lens of the camera so the camera is looking at the code, make sure the red lights are not on, and if you're outside currently, possibly try again inside so there is less glare. \nCustomer: I realized you need to hold the camera up to the code a little longer.\n\nI got 4 cameras connected. How many more is the app capable of if I want to connect more?\nHuman Agent: You may add as many cameras as you would like to add. The main limiting factor is the typically network speeds as each camera requires 2mbps of upload speed or double that with cloud services. \nCustomer: Okay.\n\nThanks for the great help, I appreciate it.\nHuman Agent: No problem. Have a good weekend!"]
["Customer: I have a door bell camera that I can't get setup with the QR code\nCustomer: When I put the QR code up to the camera. It flashes green at the same rate\nCustomer: It still will not connect \nCustomer: I need to talk to someone \nCustomer: The door bell camera still will not connect \nCustomer: Bullshit\nCustomer: I need to talk to someone so they can help\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: I need to speak with a representative \nCustomer: Agent\nHuman Agent: What light do you see on the doorbell camera?\nCustomer: Green blinking light\nHuman Agent: Could you please check your phone's Wi-Fi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Ok found it. It says internet not available \nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home Wi-Fi network name (SSID) and Wi-Fi password. Afterwards, you will need to connect your phone back to your home Wi-Fi network to access the camera."]
["Customer: Troubleshooting\nCustomer: Yes\nCustomer: I tried several times but they don't connect to the new wifi, i need help\nCustomer: I did those steps and I still have problems\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the device you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Green\nHuman Agent: What is the ID of the device you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG.\nCustomer: There are 4 devices\nHuman Agent: Okay, are they the ones on your account named Exit, sala, Terraza, and Pasillo puerta entrada?\nCustomer: D/static_file/3cd4cfb98a_1_20250122113204.jpg\nCustomer: If all the ones you mention\nCustomer: D/static_file/8b6bc1ab40_1_20250122113302.jpg\nHuman Agent: Okay. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Ok I'll try it\nHuman Agent: Okay, let me know if you have any trouble. \nCustomer: D/static_file/2d44e16bf9_1_20250122114227.jpg\nCustomer: D/static_file/c0f6d306fb_1_20250122114230.jpg\nCustomer: First green light flashing and then blue light flashing, but it won't connect.\nHuman Agent: Thanks. Please swap to light mode, make sure location is on for your phone, and allow the location permission for the app. Currently the app is unable to see what network your phone is connected to which is needed to tell the camera the name of the network. When this is resolved, the page where you enter your password will show your network's name after \"Your device(s) will connect to\" rather than Unknown SSID."]
["Customer: My camera won’t pair for the set up process \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. \n\nHuman Agent: What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Camera is not working \nCustomer: It won't read code and is blinking \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \n\nCustomer: Zmd16LR17209743\nHuman Agent: Is it possibly ZMD16LRI7209743 instead?\nCustomer: Yes\nHuman Agent: Okay, when you show the code to the camera, does it blink blue at all?\nCustomer: No\nHuman Agent: Okay, that implies the camera is not seeing the code. Are you holding the camera about 6-8 inches in front of the code so the camera is looking at the code on your phone screen? You'll also want to make sure your phone is in light mode, not dark mode, and that the red IR lights are not on on the camera while showing the code. \nCustomer: Yes and it's just flashing green \n\nHuman Agent: Can you please send me a screenshot of the QR code you're showing to it?\nCustomer: Just flashing green \nHuman Agent: Can you please send me a screenshot of the QR code you're showing to it?\n\nCustomer: D/static_file/7691f80d73_1_20241213114908.png\nHuman Agent: Thanks, is the camera on any sort of extension cable or is it plugged directly into a wall outlet?\nCustomer: It's plugged in directly \nHuman Agent: Okay, thanks, is the network 2.4Ghz?\nCustomer: Yes\nHuman Agent: Okay, please restart the camera, then try showing the camera the code again. \n\nCustomer: Just did still nothing but flashing green \nHuman Agent: When near the camera while it is blinking green, if you go to your wifi settings on your phone, do you see a network named ZMD_SAP?\nCustomer: Yeah \nHuman Agent: Okay, we'll try an alternative set up method in that case. \nHuman Agent: In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily."]
["Customer: New router, but app keeps reverting to old password and will not save new password\nCustomer: Password keeps reverting to old password\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you trying to set up the two cameras previously on your account? If so, both can be set up via QR setup. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, my name is Grant. To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Had new wifi (6) installed in our. Home yesterday by Spectrum and today I’m trying to switch over my 6 cameras to the new router and it will not connect……”failures” only. I have installed multiple cameras previously. Can you provide me insight?"]
["Customer: Como conectar al internet \nHuman Agent: Hola, mi nombre es Grant. Para configurar las cámaras en su cuenta utilizará el método del código QR. Abra la aplicación y haga clic en el ícono \"+\" en la esquina superior derecha, luego seleccione Código QR. Elija \"Iniciar instalación\" o \"Siguiente\" en la parte inferior de la pantalla para iniciar la configuración. Siga las instrucciones en pantalla, ingrese su contraseña de WiFi (recuerde que distingue entre mayúsculas y minúsculas) y toque \"Siguiente\". Se generará un código QR. Alinee la lente de la cámara con el código QR en la pantalla de su teléfono, dejando aproximadamente 8 pulgadas de espacio entre ellas."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: 778sT=g#p+9a\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: where is the option to add a new device?\nCustomer: I cannot find the add device menu\nHuman Agent: Hi my name is Wendy.  Are you wanting to setup a camera on the Zmodo app?\nCustomer: yes\nHuman Agent: Tap on the +sign in the upper right corner to start setup\nCustomer: yes - zmodo app\nHuman Agent: Okay yeah you can tap on the +sign in the upper right corner to start setup.  Is it a brand new camera? or has it been setup before?\nCustomer: set up before - several years ago\nCustomer: no used in a few years\nHuman Agent: What is the device ID on the camera? The ID will be on a sticker on the camera and will start with ZMD or GSG\nCustomer: ZMD138BFCD000274\nHuman Agent: ZMD138BFCD000274 isn't pulling up any info there may be a typo. \nHuman Agent: ZMD13BFCD000274 I got it.  \nHuman Agent: Is the indicator light on the camera blinking green right now?\nCustomer: yes\nHuman Agent: This camera uses Zink setup.  If the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have a tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nCustomer: and moving around\nHuman Agent: This camera uses Zink setup.  If the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have a tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\nCustomer: the light is blue now\nHuman Agent: Blinking blue or solid blue?\nCustomer: solid\nHuman Agent: Solid blue means the camera is connecting to something on your network but it shows offline on my end.  Do you have more than 1 router? or any wifi boosters/extenders that it could be connecting to?\nCustomer: maybe - I will check back with you later when my husband wakes up - he may have another router - thank you for the help!\nHuman Agent: You're welcome"]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?\nCustomer: I just moved, and I need to reconnect my cameras. How do I go about doing it\nHuman Agent: To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you trying to reconnect a camera? or are you trying to setup a camera for the first time?\nCustomer: Set up"]
["Customer: Agent\nCustomer: Agent\nCustomer: Trying to set up a previously owned camera system. It came with the house that we bought\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the devices  from this system, can you send me all the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid. \n\nCustomer: D/static_file/15c57c92c1_1_20250203131455.jpg\nHuman Agent: Is this the only device or do you have any wireless cameras?\nHuman Agent: I will also need the ID numbers of those devices as well if you do.\nCustomer: D/static_file/fe6ae0d913_1_20250203132216.jpeg\nCustomer: D/static_file/97a4e1eb2f_1_20250203132219.jpeg\nCustomer: D/static_file/8554661412_1_20250203132225.jpeg\nCustomer: Sorry it took me a minute to get to them\nHuman Agent: Its no problem. I will now look up the cameras and the NVR, one moment.\nCustomer: Ok\nHuman Agent: I looked up all the devices, the cameras themselves are not tied to an accoutn at all and you will be able to set them up and connect them to your account, however the NVR is tied to an account. To remove the NVR from the account its bound to we would have to go through the unbind procedule, this can be done 2 ways, If you have the origional purchase invoice (the reciept) from the purchase of this system and can send that I can unbind it right away if the info matches, if that is not possible then the other option for unbinding is I would send an unbind request to the account that the NVR is currently bound to. \nHuman Agent: do you have the invoice/receipt at all for the original purchase of the system at all?\nCustomer: No it was previously bought from the homeowners we bought the house from. \nCustomer: They reached out today and told them there is nothing on their account \nCustomer: D/static_file/08b0181916_1_20250203133141.png\nCustomer: Here is the response your company gave them\nHuman Agent: I cannot use that for the unbind process. What I can do is send an Unbind request for this NVR, it will go to the email the account was created with. If they respond and give approval or if they do not respond for the minimum wait time which is 30 days then I would unbind the NVR and notify you so you can add it to your own account. \nHuman Agent: Is the bkratz71@gmail.com email the best to keep in touch to notify you?\nCustomer: 30 days seems a bit excessive \nCustomer: Yes that email for me is best\nCustomer: So will the cameras work without the NVR? I don’t think they would \nHuman Agent: Okay I sent the unbind request. You would not have to wait the 30 days if the other account responds to the message or if they delete the NVR from the account themselves. If they do not reply then its our unbind process policy that we have to wait the minimum time before being able to unbind the device, that Minimum time is 30 days from today (because that's the day the request was sent by me). \nCustomer: Great\nHuman Agent: The cameras will show you live video without the NVR, the cameras use the QR setup and can be added to an account individually, the NVR is only for recording purposes. \nHuman Agent: Do you have any questions about this system, the setup for the cameras, or the NVR at all before we go?\nCustomer: I can’t really do anything until I can add this to my account so I guess I will just contact then\nHuman Agent: Oh also, I recommend for now, leave the NVR unplugged from the router/internet, Once the NVR is online it will add the cameras that are also online to it and record/show the video. Since the NVR is on someone elses account they will be able to see the cameras if the NVR is getting internet so unplugging it from the router will not allow that. Once the NVR is unbound though feel free to plug it back into your router again and add it to your own account.\nCustomer: Thanks\nHuman Agent: You can set up the cameras to view the live video if you want, you just wouldn't have the ability to view the recorded playback video from the NVR until its on your own account (once its unbound and you add the NVR)\nHuman Agent: No problem! take care have a good day."]
["Customer: Set up\nCustomer: My WiFi was\nReset and now I can’t figure out how to add my cameras \nCustomer: What process should I follow \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Zmd13jada280932\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: Blue\nHuman Agent: Solid or flashing blue? \nCustomer: Now green \nCustomer: Now flashing blue \nCustomer: Now flashing gteen\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code.\n\nCustomer: It isn’t reading\nQR code \nHuman Agent: Can you unplug the camera, wait 30 seconds then plug it back in. Once the camera is flashing green lets try the QR code set up again. Start with your phone directly in front of the camera, slowly pull back the phone from the camera lens until it is 8 inches away, and hold it there for about 40 seconds as still as possible. Please let me know if the light changes to flashing blue? If the camera still doesn't connect please take a screenshot of the QR code and send it in the chat. \n\nHuman Agent: only flashing blue*\nCustomer: Changed to flashing blue \nHuman Agent: How long does it remain flashing only blue? Are you able to send that screenshot? \nCustomer: I’ll have to come back to this. It’s taking too long \nHuman Agent: Okay we will be here till 6PM CST \nCustomer: K\nHuman Agent: I hope you have a great day!"]
["Customer: New wifi\nCustomer: How do i add my camera to a new wifi\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you trying to set up the Garage cam? If so and if it's flashing green, please follow the instructions below. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: I have a camera of yours but it doesn't connect to the network \nCustomer: Ot still don't work\nCustomer: Still not working \nHuman Agent: Hi my name is Wendy.  Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\n\nCustomer: The model is \nZH-izv15-wac\nHuman Agent: Thank you for letting me know the model. Could you please also provide the device ID on the camera that starts with ZMD\nCustomer: There is nothing starting with zmd or gsg\nCustomer: Ho sorry \nHuman Agent: D/static_file/388aed5aa6_1_20250311140819.png\nCustomer: I found it\nHuman Agent: It should be on a clear sticker on the side of the camera\nCustomer: ZMD11L347200057\nHuman Agent: ZMD11L347200057 uses Smartlink setup.  is the indicator light on the camera blinking green right now?\nCustomer: Yes\nHuman Agent: Zmodo Smartlink  instructions:\n\nBlinking green means the camera is in setup mode.  After you setup the camera the indicator light will switch to solid blue.\n\n-First go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n-Make sure your phone is connected to 2.4GHz wifi.\n\nPlease click on the “+” icon on the app home screen in the top right > select “Legacy” then “Smartlink”. Please follow the instructions given on the screen to complete setup.\n\nCustomer: Where do i see the location?\nHuman Agent: In your phone's settings for apps -scroll down to the Zmodo app settings"]
["Customer: Cameras will not reconnect after wifi change\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: I'm trying to add a camera to my app and it's not reading the qr code \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: How to factory reset the cameras\nCustomer: Show me in picture where the hole is\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you trying to reset the camera named Smart Device on your account?\nCustomer: Ibam trying to connect my cameras to new wifi\nCustomer: It was showing the zmd sap earlier but not showing now\nCustomer: Also had another camera named by that got removed trying to reconnect\nCustomer: Yes smart device and bb\nCustomer: Hope reset will help to connect\nHuman Agent: Is bb a camera with the ID ZMD18ADIH505256 on it or it's bracket?\nCustomer: Let me check\nCustomer: Yes\nCustomer: It is correct \nHuman Agent: Okay. bb is already online and does not have a reset button. I can reset if needed or can add it back to your account (if your old wifi is already off, you should not need to reset it since it seems to be connected). Smart Device has a reset pinhole on the back, but cannot use the Zink setup and would have to use QR setup (both may use this setup, though bb is already connected so it would not accept a QR code now).\n\n\nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Ok if you could add bb, that would be great\nHuman Agent: Sure, it has been added. You should be able to see it on the home page if you refresh (pull down on the home page to refresh). \nCustomer: Ok I will try it\nHuman Agent: Okay, let me know if you have any trouble. \nCustomer: Nice, bb is there now\nCustomer: Let me try with qr code for the smart device\nHuman Agent: Okay. \nCustomer: I bought the 2 cameras together, one was not qr and other was, how is it possible :)\nHuman Agent: You could not have purchased these two cameras together. Smart Device was first added to your account in 2018 before bb's model existed. bb was first added to your account in 2023. \nCustomer: Not bb, smart device and master were bought together\nCustomer: Do I need to remove and re add smart or just show the QR code and it will know?\nHuman Agent: Smart Device and Master are similar, but different models. Smart Device was able to update to now use QR setup, but Master is only capable of Zink. \n\nYou do not need to remove devices to set them back up and may just quit the setup once they go to solid blue. \nCustomer: Ok\nCustomer: It keeps going back and forth between blue blink and green blink\nCustomer: How long do I need to hold?\nHuman Agent: If it's swapping quickly back and forth that could indicate an issue with the password. If it's flashing blue for a bit, then green for a bit, then blue for a bit swapping slowly, that could be another issue. Per the instructions if it does not go to solid blue after around 30 seconds of showing the code, please take a screenshot of the QR code and send it here for me to check. \nCustomer: D/static_file/2cc3850d35_1_20241114144946.jpg\nCustomer: It does blue blink for 10 secs and green blink for 10 secs and repeat\nHuman Agent: Thanks. You'll first want to swap to light mode as dark mode sometimes causes issues for seeing the code properly. Is this network 2.4Ghz?\nCustomer: Yes\nHuman Agent: Okay, let's first try swapping to light mode and attempt the setup one more time first then and then let me know how it goes. \nCustomer: How do I swap?\nHuman Agent: Typically you would go to your phone's settings, then display settings, then there would be some form of option for light or dark mode there. \n\nCustomer: My phone is in light mode\nCustomer: It's the app\nHuman Agent: The image you sent has black borders around the QR code. The app only has those black borders when the phone is in dark mode. \nCustomer: Ok actually it was dark\nLet ne try now\nHuman Agent: Okay. \nCustomer: It worked!\nCustomer: Thanks a lot\nHuman Agent: Wonderful, good to hear. You're welcome to swap back to dark mode now as well if you would like. Is there anything else I can help you with for now?\nCustomer: I like light mode better\nCustomer: So if I have to do it again, the three other cameras will do the zmd sap way and this one will only do or way?\nCustomer: QR*\nHuman Agent: Okay. I'll list possible setup methods your cameras may use below. \nMaster- Zink Only\nSmart Device- QR only\nGB and bb- Zink or QR. \n\nWhen setting up a device with QR setup or choosing setup for multiple devices on zink, once you connect one it will share the info with nearby cameras making it possible to potentially pull on others that are nearby without having to do setup for each. QR setup is best for this. \nCustomer: Ok thak you so much, I appreciate your support!\nCustomer: Have a good day\nHuman Agent: No problem, you have a good day as well!"]
["Customer: How can I change my WiFi so my camera works?\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you are trying to set up? \nHuman Agent: The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: I see none—we set this up 5 years ago. Now the green light is flashing. Said cannot connect.\nHuman Agent: Do you see any stickers with any other information such as the model?\nCustomer: \nHuman Agent: Can you send me a picture of the camera you're trying to connect?\nCustomer: D/static_file/18b85112ae_1_20241113134633.jpeg\nHuman Agent: Thanks. The ID (and stickers with model information and such) would be on the back of the doorbell when removed from the bracket. Based on the model you've shown here, you should be able to follow the instructions below, though in some cases you may need to remove it from the bracket, hold the button to ring it until the battery drains, then place it back onto the bracket before continuing. \n\nIn order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\n\nCustomer: Yes that has been workable before, but sometimes it does go blue and green. This stopped in July. I don’t remember the old password—have one that I thought it was, but not. Also, thought I had enough cloud space—Thanks for your help!!\nHuman Agent: For setup, the only password you'll need is your wifi network's password as long as you're already logged into your app account. \n\nFor cloud storage, we have optional cloud recording and storage plans available, but they are not necessary to connect or use the device for basic live view and such and I'd highly recommend making sure you have the device online and working before buying any cloud plans. For now you'll just want to go through the Zink setup recommended in my previous message."]
["Customer: Hello \n\nCustomer: My one camera died\n\n\n\nCustomer: Labelled front door died \n\n\n\n\n\nCustomer: Mine is actuallyAC/DC\n\nC /DC no battery \n\n\nCustomer: I have plugged it in and out\n\n\n\n\nCustomer: Nothing\n\n\n\n\n\nCustomer: My question is,I paid for a year. I need to replace the new camera To have now got the dead Front door camera\n\n\n\n\n\n\n\n\n\n\n\nCustomer: Thank you\n\n\n\n\nCustomer: 1\nCustomer: Sure\n\n\n\n\nCustomer: Thanks\n\n\n\n\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see how you've subscribed, one moment. \nCustomer: Thanks\n\n\n\n\n\nCustomer: My new camera was not scanning the QR code\n\n\n\n\nHuman Agent: Okay so the new camera has not been set up and added to the account yet?\nCustomer: Keeps saying my wi fi\n\n\n\n\n\n\n\n\n\ngot code is not correct?\n\nCustomer: Camera is blinking with green light\n\n\nHuman Agent: We will be closing at 6PM central time which is in 10 minutes. I can follow up via email if you prefer, or we can just chat until 6PM what would you like to do?\n\nCustomer: Chat is fine\n\n\n\n\nCustomer: Thanks\n\n\n\n\nHuman Agent: Okay, can you send me a screenshot of the QR code so I can review it and make sure nothing with the code would be causing it not to scan.\nCustomer: \n\n\n\n\nLet me mess with it. We can try tomorrow \n\n\n\n\n\n\nCustomer: I can't cause I'm chatting with you\n\n\nHuman Agent: you can leave the chat, go through the setup to generate the code then take a screenshot and send it into the chat again"]
["Customer: Set up\nCustomer: Set up\nCustomer: I don’t know\nCustomer: I don’t know which method should be a connect\nCustomer: I want to connect my cameras\nCustomer: I don’t know which message should be. I connect my indoor camera to my app.\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/fbeee150be_1_20250109162205.jpg\nHuman Agent: The Device ID will be on the stand of that camera. Is there a sticker with a barcode on the stand for the camera?\nCustomer: Did you get that \nCustomer: D/static_file/c48303feb1_1_20250109162457.jpg\nHuman Agent: I received one picture that does not have the Device ID on it. Did you receive my response to that picture? I will send it again.\nHuman Agent: The Device ID will be on the stand of that camera. Is there a sticker with a barcode on the stand for the camera?\nHuman Agent: Oh, it looks like the second picture just came through. Let me take a look.\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: D/static_file/29b0b3944a_1_20250109162943.jpeg\nHuman Agent: You need to check your Location settings. Make sure that your Location Services are turned on and then check the app permissions and make sure that it has access to use your phone's location while using the app. Also make sure Precise Location is turned on.\nCustomer: Next tape not active to click on it??\nCustomer: Okay \nCustomer: It’s worked \nCustomer: It connected now thank you \nHuman Agent: Good, I am glad that setup worked. Is that the only camera that you have to setup? Do you have any other questions?"]
["Customer: Need to change my WiFi information to my cameras\n\nHuman Agent: Hello, my name is Grant. To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: How to change wifi connection as new internet \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It may be necessary in some cases to first restart your device (remove from bracket, hold down button until the light goes out, place back on the bracket). In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: Hello. I purchased a used camera and am trying to link it to my account \nCustomer: I need further assistance \nCustomer: I purchased a used camera on eBay and want to link it to my account \nCustomer: Need assistance \nCustomer: Link a camera \nCustomer: Will not link \nCustomer: I need help \nCustomer: Need support \nCustomer: Agent \nCustomer: Thank you \nCustomer: Agent \nCustomer: I am attempting to pair a used camera to my account. \nHuman Agent: We are currently unavailable for live chat support, but you can reach out to us via email support@zmodo.com. Our new hours of availability are:\n\n- Monday to Friday: 9am to 12pm and 1pm to 6 pm CST\n* Excluding Holidays\n\nYou may also contact the chat outside of our hours again to speak to our AI chatbot Mira who can assist with some troubleshooting. I've also sent a callback scheduling form where you can click the button in the chat in order to schedule a callback for a future date if you'd prefer.\n\nThank you for understanding."]
["Customer: Tried everything you suggested still no pictures it just spinns\nHuman Agent: Hello, my name is Grant. If the light in the camera is flashing green, that means it is ready for setup. So you would want to setup the camera with the initial setup method through your app.\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Bye"]
["Customer: Living room won’t connect \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: None of my cameras are working\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and scan the QR code below when prompted. \n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nHuman Agent: D/static_file/4a6095452a_1_20241114165548.png\nCustomer: My camera has a red light on and have worked for a long time. I have 3 and none are working \nHuman Agent: The red light is night vision lights. Generally they should only be on if you A) are in an area where it is dark enough for them to swap to night vision mode or B) set the night vision when they were connected to be always on which would always have them in the black and white night vision mode. \nHuman Agent: As long as you fall into case A, you can move them to a brighter area, then do the setup I recommended. The indicator light will be on the side of the device. \nCustomer:  So you are telling me that i need to set up the cameras all over again \nHuman Agent: At present they're offline. If they're flashing green, then yes. Otherwise I would need more information on the indicator light status to advise you properly. If you got a new router or changed your wifi name or password, that would result in needing to set devices back up again. \nCustomer: Nothing at all is new. Nothing has changed….just the cameras don’t work\nHuman Agent: You could restart the devices to see if they reconnect, but if they do not, they were likely either reset or something was changed at some point. If they are flashing green, you may go through the QR setup advised above."]
["Customer: Troubleshooting\nCustomer: Plebe, i need to respeto the cámaras, since the Internet signal in my house Washington divide, one is 2,4g and thr other is 5g\nCustomer: The changed our wifi sig al before it was only 5g now it is 5g and 2,4g\nHuman Agent: Hi my name is Wendy.  Your phone should be connected to just the 2.4GHz wifi channel to setup the cameras.\nHuman Agent: If you don't have a separate 2.4GHz wifi channel you can contact your internet service provider or router manufacturer for help getting that setup.\nCustomer: Yes it is they also installed 5g for us which is why the system became complicarte and now the cámaras do not work\nCustomer: That's why i wanted to respeto the system and instala it again\nHuman Agent: okay so you can connect to just the 2.4GHz wifi channel?  What color are the indicator lights on the 3 cameras? and are the lights blinking or solid?\nCustomer: Oye moment please\nCustomer: They do not hace any lights right now\nHuman Agent: Please try plugging the cameras in to different working power adapters or different working wall outlets to see if you can get them to power on and show the indicator lights\nHuman Agent: Don't use extension cables, power strips, or surge protectors.  The cameras should be plugged in directly to a wall outlet with just the 5v 1a micro usb power adapter.\nCustomer: Web are again turbina on cámaras whit a direct outlet to see if it has color  but no color is seen\nHuman Agent: No indicator light on the camera? You tried using a different working power adapter?\nCustomer: It Washington checked and there is no light\nCustomer: Sorry\nHuman Agent: okay if you have tried a different working power adapter and tried plugging the camera in to a different working wall outlet and the camera will still not power on it is most likely defective.\nCustomer: It Was checked and there is no light\n\nHuman Agent: if you have tried a different working power adapter and tried plugging the camera in to a different working wall outlet and the camera will still not power on it is most likely defective.\nCustomer: What i want is to reset them and i do not know How to loado them again\nHuman Agent: Unfortunately if the cameras will not power on and show indicator lights they are most likely defective.\nCustomer: the cameras worked perfectly, it is just that where the wifi system change was made, you can not see them, that is why we need to tell me how to reset, nothing mor\nCustomer: more\nHuman Agent: Did you get the cameras to power on and show the indicator lights?  Do you see a blinking green light now on the cameras?\nHuman Agent: If you see blinking green indicator lights now you can set the cameras up using Zink setup.\n\nZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nCustomer: no\nHuman Agent: If you cup your hands around the lens of the cameras you can see the indicator lights easier. \n\nYou should see a green or blue light that is either blinking or solid.\n\nIf you see blinking green indicator lights now you can set the cameras up using Zink setup.\n\nZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step."]
["Customer: We updated our router today and have a new wi-fi password. My cameras will not allow me to change this. I have tried adding a new device but it still won't work. Help, please!!!\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZK8-BFS23NM\nHuman Agent: That is the FCC ID, not the Device ID. It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: So, I did not realize you were responding. Still fighting with this stupid device.  UGH!\nCustomer: ZMD13ABD9000502\nHuman Agent: Thank you. Can you please unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: Green Solid\nCustomer: now it is blinking\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: i have this 20 times...it says the 5GHz is not supported\nCustomer: We updated to a way faster, better network & WiFi with Verizon today so it should be even faster and better.\nHuman Agent: Yes, it will always say that on the app. That is just part of the instructions.\nCustomer: It will not allow me to access the NEXT option (it's not bold)\nHuman Agent: Okay, what does it say at the bottom above the Next button?\nCustomer: Nothing\nHuman Agent: It says nothing at all? Do you see \"Using Cellular Data\"?\nCustomer: above it, it says Using cellular data network\nHuman Agent: Okay, good, so you do see that above the Next button. That is a Location setting issue.\nCustomer: So what does that mean?\nHuman Agent: You will want to go to your phone settings and make sure your Location is turned on. Then in your phone settings, at the bottom should be the apps on your device and you will want to find the Zmodo app and tap on it. Then go to the Location permission and make sure the app is allowed to use your phone's location. Also turn on Precise Location in the Location permissions.\nCustomer: Doner\nCustomer: Done\nCustomer: Now what?\nHuman Agent: Okay, and are you able to try the QR Code setup now?\nCustomer: okay, I will try...the zmodo does not stay active to scan the barcode\nCustomer: same problem I have had all day.  :-(\nHuman Agent: Can you watch the light when you are not showing the QR Code to the camera? Does it change back to flashing green after a minute?\nCustomer: yes, it does ... goes off and returns to flashing \nHuman Agent: Okay, that is fine. When the light is flashing green, you will show the QR Code to the camera.\nHuman Agent: Were you able to get through to enter the Wi-Fi password?\nCustomer: yes\nHuman Agent: Okay, so when the light is flashing green, show the QR Code on the phone screen to the Zmodo camera. Hold the phone screen close to the camera lens and pull it back.\nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the camera?\nCustomer: Give  me a minute and will try.\nCustomer: did you get the screen shot?\nHuman Agent: No, there was no screenshot sent here in the chat.\nCustomer: I am not sure how to do it . I did a copy and paste\nCustomer: And a  download?/\nHuman Agent: You would attach it in the chat. You can also email it to support@zmodo.com\nCustomer: I'm working on a home PC...I will try support@zmodo.com.\nCustomer: I'm working on a home PC...I will try support@zmodo.com.\nCustomer: I just sent it to the email.\nHuman Agent: Alright, I will take a look.\nHuman Agent: Can you go to the Wi-Fi settings on your phone and make sure that the network you are connected to is your 2.4 GHz network and not a 5 GHz or Guest network? If it is not, then connect to the 2.4 GHz network. If it is the 2.4 GHz network or once you connect to the 2.4 GHz network, tap on the settings button next to the Wi-Fi network. Then you can tap on Forget this network and that will disconnect from the network and it will be listed in the available networks. You can tap on it and enter the Wi-Fi password to reconnect.\nCustomer: It does not show the network  GHz\nHuman Agent: Do you see any other networks in the list of available networks that have a similar name?\nCustomer: no\nCustomer: no\nHuman Agent: Then it is probably a 2.4 GHz network. You may want to check your router settings if you are unsure. But you can continue trying the rest of the instructions there with forgetting the network.\nCustomer: But it won't let me forget the network\nHuman Agent: Why won't it let you forget the network? Do you see that option there in your phone settings?\nCustomer: Sorry, i misunderstood...forgot the only network currently connected?\nHuman Agent: If that is your Wi-Fi network, you will tap on the settings button next to it then you can tap on Forget this network and that will disconnect from the network and it will be listed in the available networks. You can tap on it and enter the Wi-Fi password to reconnect.\nCustomer: Ok, done...now what\nHuman Agent: Okay, you forgot the network and entered the Wi-Fi password to reconnect?\nCustomer: simmer-ode3-oak\nCustomer: Whooops wrong keyboard!\nHuman Agent: I do not need to know the Wi-Fi password. I was just asking you if you forgot the network and reconnected.\nCustomer: done\nHuman Agent: Okay, so you forgot the network and then tapped on the network in your available networks and reconnected?\nHuman Agent: Then you can start the QR Code setup again. Make sure that it shows the correct network name on the app since you forgot and reconnected. Then you can tap on the eye icon when you are entering the same password you used to reconnect to be sure that there are no typos.\nCustomer: Do I need to forget my device and cancel my subscription?\nHuman Agent: No, when I was talking about forgetting the network, I was talking about your phone's connection to your Wi-Fi network.\nCustomer: ok\nHuman Agent: So, did you forget your Wi-Fi network in your phone settings and then tap on it in the available networks and enter the Wi-Fi password to reconnect?\nCustomer: no light at all on the zmodo to scan the barcode\nCustomer: and yes, i did\nCustomer: it is connected.\nHuman Agent: And it looks like that camera connected your second camera, as well.\nCustomer: No, the zmodo has not acted any different than before.\nCustomer: No camera connection....there has been no green light at all for minuts\nHuman Agent: The camera is online. The camera is connected to your Wi-Fi network.\nHuman Agent: Can you go to the Home page of your app and tap on the Live button for the cameras?\nCustomer: it says connection timed out\nCustomer: should I try again?\nHuman Agent: No, the camera is connected. You already connected it. Can you go to the Home page of your app and tap on the Live button for the cameras?\nCustomer: I am on the home page...where is it?\nHuman Agent: Do you see your cameras listed there?\nHuman Agent: Can you tap on Live?\nCustomer: no, just my devices \nHuman Agent: Can you please try to view the live video from your cameras?\nHuman Agent: The cameras are online and connected so you should be able to see video from them.\nCustomer: what live video?\nHuman Agent: The cameras show you live footage when they are connected. You can view what the cameras are seeing live.\nHuman Agent: It is the main function of the cameras.\nCustomer: ahhh, it is workimg!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!\nCustomer: Does this mean this camera is back on iine?\nCustomer: If so, you are my hero!\nHuman Agent: Yes, as I said, you connected the camera. You would not be able to see video from the cameras if they were not online.\nCustomer: Thank you!  How do I need to do that easily with my second camera?\nHuman Agent: The second camera is already setup.\nCustomer: oh my gosh! Thank You! You are my hero!\nCustomer: Have a nice evening.   I have have a third Z modo to connect.  Anything special I need to know to add it?\nHuman Agent: You're welcome.\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZM-SH721-SD\nCustomer: This is one I used a few years ago.\nHuman Agent: That looks like a model number, not the Device ID.\nCustomer: That's the sku not the model number\nHuman Agent: Okay, I do not need the SKU or the Model. I would need the Device ID.\nCustomer: 14JB46QD5039AAZ\nHuman Agent: You will want to do the Ezlink setup. Tap on the plus sign in the top right corner and tap on Legacy and then Ezlink Devices. It will ask you to power on the device and then swipe the screen and the press Next. You will enter the password for your Wi-Fi network. Both the password and the network name cannot have spaces or special characters. Once you enter the password and tap Next, then a QR code will appear on the screen. Hold the phone screen to the camera so that the camera can read the QR code. The light on the camera should be solid blue if it connects successfully.\nCustomer: So far, so good.  I have gotten this far and it times out.\nCustomer: So far, so good.  I have gotten this far and it times out.\nCustomer: Waiting for connection.\nCustomer: It worked !!!!!!!!!!  Again, You get to go home early for being so amazing.  Tell your boss you have earned it :-)\nHuman Agent: You're welcome. Do you have any other questions?\nCustomer: No, but thank you again. Have an absolutley lovely evening.\nHuman Agent: Thank you. You have a good evening, too."]
["Customer: Set up\nCustomer: I have been unable to connect this one camera I have \nCustomer: Flashing blue now \nCustomer: Yes\nCustomer: Just to connect this camera \nCustomer: Yes I do need further assistance \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device, can you send me the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid."]
["Customer: Set up\nCustomer: Camera flashes blue but not completing connection \nCustomer: I did all steps\nCustomer: Yes I need help with camera scanning \nCustomer: Blur flashing light\nCustomer: Can u setup another way\nCustomer: Set up\nCustomer: I have called 3xs please help\nHuman Agent: Hello, my name is Grant. What light do you see in the camera right now? Is it flashing blue?\nCustomer: Camera is green now flashing \nHuman Agent: Can you send a screenshot of the QR Code that you are showing to the Zmodo camera?\nCustomer: D/static_file/ebf264c7fc_1_20250307145305.jpg\nHuman Agent: The flashing green light means it is ready for setup. Can you send a screenshot of the QR Code that you are showing to the Zmodo camera?\nCustomer: D/static_file/99a5d5bd01_1_20250307150124.jpg\nCustomer: Hello \nHuman Agent: Thank you. So there are a few things to check here. First, can you make sure that the antenna is screwed in securely to the camera?\nHuman Agent: Second, you can go to your Wi-Fi settings and make sure that the network you are connected to is your 2.4 GHz network. When you are connected to your 2.4 GHz network, then you can tap on the settings button next to the network name and tap on Forget this network. That will disconnect you from the network and it will show up in the list of available networks. You can tap on the network and enter the Wi-Fi password to reconnect.\nCustomer: Ok"]
["Customer: I tray everything my camera don’t work may you please help me \nCustomer: I lost power and internet conection during hurricane,today they fix my power and they fix my internet everything working but not my dodo cameras they change modem and euro to I don’t know whyb\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are the cameras currently blinking green?\nCustomer: How I do it may you please explain to me \nHuman Agent: First, are the cameras currently blinking green?\nCustomer: Yes\nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: Cannot connect to cameras after router change\nCustomer: its been a few years since and i dont remember how i set up\nCustomer: flashing blue\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: they have been outside for years, cannot read\nCustomer: i changed routers and now hve different logon andP/W\nHuman Agent: I would need some information about the cameras to look them up. Is there any information on the cameras? What email address or phone number did you set them up on?\nCustomer: it was either bubnnio@aol or bubnniko@aim.com\nCustomer: bubnniko@aol.com*\nHuman Agent: Okay, there are accounts with both email addresses. Can you take a look at the cameras and tell me if there is any information? Is there a Model on the camera?\nCustomer: sure BRB\nCustomer: model zp-IBH23-W\nHuman Agent: Okay, and is there a barcode on that sticker?\nCustomer: YES\nCustomer: ZMD16FF17201988\nHuman Agent: Thank you. Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: OKAY BRB\nCustomer: FLASHING GREEN I THINK, ITS REALLY SUNNY OUT\nHuman Agent: Good, that means that the camera is ready for setup.\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: oka brb\nCustomer: thanks it works!!!\nHuman Agent: You're welcome.\nCustomer: have a great day\nHuman Agent: Thank you. You have a good day, too."]
["Customer: I changed my modem and have a new network but can't figure out how to add it to my zmodo app for the cameras. Can you help? \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. \n\nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: I am trying to add two cameras to my current system, which is the HD Wi-Fi indoor outdoor camera kit. The model number is ZP – ZP-IBH 23 –W SERIAL NUMBER ZMD 16EQI7526427. I followed the instructions explicitly, and it would not let me add this camera to my system\nCustomer: -1\nCustomer: It is a brand new system I bought in the store. I may have installed it on my system, but not on any other system. The light is blue when I try to set it up, which means it is ready to be part of the network, but I cannot see it on my network \nCustomer: I already did that\nCustomer: Can I talk to a live person?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. The ID you provided is already online. What would you like it named on your account? \nCustomer: Alley\nCustomer: Can you see camera on my system?\nHuman Agent: Okay, I've just added it to your account. If you do not immediately see it in your device list, you can pull down to refresh on the home page. \nHuman Agent: I can see a list of devices with basic information like name, firmware version, and whether they're online, but I cannot see through the cameras."]
["Customer: Troubleshooting\nCustomer: I upgraded my intervener and need yo connect my cameras\nCustomer: Can you send me the inintusl set up process?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you send me the cameras Model and ID number, the ID will start with ZMD, with that I can check what setup the cameras uses"]
["Customer: I changed my wifi and my front camera is no longer working \nCustomer: I dont know how to do that \nCustomer: I changed my wifi and my front camera is no longer working \nCustomer: I changed my wifi and my front camera no longer works what do i do\nCustomer: Can you send me those instructions \nCustomer: -1\nCustomer: I dont know initial set up instructions can you please provide them\nCustomer: I want to talk to agent \nCustomer: I changed my wifi and my front camera is no longer working \nCustomer: I need help please\nHuman Agent: You will need to setup the camera with the QR Code setup method to connect to the new network.\nHuman Agent: Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. \nCustomer: Do i need to delete old camera ? \nCustomer: And set it up from scratch? \nCustomer: Can you explain in more detail what do i do with existing camera? Do i delete it?  \nHuman Agent: No, you do not need to delete it from your account. You would follow the instructions I sent for the QR Code setup to connect it to your new Wi-Fi network.\nCustomer: Do i need to do anything with the camera? Or will it just know after scanning qr code? \nHuman Agent: The QR Code setup is how you give it your Wi-Fi information. You will just want follow the instructions I sent.\nCustomer: Okay\nCustomer: Bye\nHuman Agent: Please let us know if you have any other questions or need any more assistance. Have a good day."]
["Customer: Troubleshooting\nCustomer: I have tried all troubleshooting steps.  Agent please\nHuman Agent: How can I assist you?\nCustomer: I had a camera stop working and deleted it in my device list and now can not get it added back in\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I can get green blinking then blue blinking light but wifi network never shows up\nCustomer: sure\nCustomer: ZMD13C7DA001592\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Trying now\nCustomer: OK that worked\nCustomer: Great Thank you!!!!!\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: Hi grant. I have changed my network and not sure how to change to that SSID on the cameras that I have?\nCustomer: Hi Grant. Are you still there?\nHuman Agent: You will do the initial setup method. The cameras will use the QR Code setup except for the \"Patio\" camera, that will use the Zink setup.\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nHuman Agent: To set up the camera, use the Zink method. Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: Could you email all of this to me?\nHuman Agent: What email address would you like me to send that to?\nCustomer: jimm.dunn@gmail.com\nCustomer: So do I need to delete them first?\nHuman Agent: You do not need to delete the cameras from your account.\nCustomer: Okay, thank you so much for your help!\nHuman Agent: You're welcome."]
["Customer: I can see my cameras\nCustomer: I’d like a number to call \nCustomer: Agent\nCustomer: I just reactivated my account from 2022. Same devices. But I can’t see them\nHuman Agent: The cameras are showing offline, so you will want to do the QR Code setup to connect the cameras to the Wi-Fi network.\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Set up\nCustomer: well i quess ill be sending them back Ive done everything and they still dont show up so  ..\nCustomer: really?\nHuman Agent: Hi my name is Wendy\nHuman Agent: The camera you are wanting to setup, is it new? or has it been setup before?\nCustomer: I have 2 on the house already repair men broke my other 2 so we took down the broke ones and put up 2 new i cant get them to come on phone\nHuman Agent: What are the device IDs and models of cameras you are wanting to setup?\nHuman Agent: the device ID and model will be listed on stickers on the cameras and the ID will start with ZMD or GSG\nCustomer: there on the house\nCustomer: 1080 fullhd\nCustomer: there were 2 in package\nHuman Agent: I would need to know the models and device IDs so I can check what setup methods the cameras use.\nHuman Agent: If easier, you can take clear pictures of the stickers on the cameras and attach those here.\nCustomer: ill have to get ladder and climb up there do you need both\nHuman Agent: yes both models and device IDs on both cameras\nCustomer: ok \nHuman Agent: The cameras should be inside next to your router for setup\nCustomer: yes im here"]
["Customer: Troubleshooting\nCustomer: My cameras will not update \nCustomer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Your cameras do not use the smartlink setup\nHuman Agent: they can use the QR code setup, or possibly the Zink setup. \nCustomer: Ol\nHuman Agent: Pardon?\nCustomer: How do I do the QR code \nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, tap on \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space in between. The camera will automatically scan the QR code.\nHuman Agent: This camera does not use the QR code for setup, it would only use Zink\nHuman Agent: I apologize, that message was meant for another customer. I will send you the QR code setup, one moment\nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\nHit the plus in the top right of the home page and select the QR code option\nContinue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\nEnter your network's password. Please keep in mind it is case sensitive.\nThe next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\nIf successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Agent\nCustomer: Agent\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Agent\nCustomer: Hello?\nCustomer: Hello\nI am having difficulties\nCustomer: Am I in line\nCustomer: Agent\nCustomer: D/static_file/a9f3050d1d_1_20250311130657.jpeg\nCustomer: D/static_file/78f0b5f4b0_1_20250311130710.jpeg\nCustomer: D/static_file/1b29aa1c7a_1_20250311130719.jpeg\nCustomer: D/static_file/36a0d1bcef_1_20250311130728.jpeg\nCustomer: D/static_file/a5051b9143_1_20250311130736.jpeg\nCustomer: These cameras are ours but I can’t add to the account.  \nCustomer: Hello\nIs anyone on this chat?\nCustomer: Hello?\n\nI have been waiting with no response.  \n\nIs anyone there\nHuman Agent: Yes I am here, I was looking up your devices, both of these cameras are tied to an account that was created with an email, that email is ajk****@att.net Do you have access to that email; or are able to log into the account associated with that email at all?\nCustomer: End\nCustomer: I can try.  \nI thought the were under spazgator@gmail.com. \n\nHow do I log in under ajk1965@att.net.  \n\nI could log in to that account and not have to login on spazgator\nHuman Agent: ZMD13E8D9000221 and ZMD18FLIG502307 cameras are not tied to any account so you can set them up freely to any account you wish. \nHuman Agent: Okay, to log out of this account and try logging into the ajk1965@att.net account you would go to the Me section of the app, click logout, then on the login window you would type in the ajk1965@att.net email and the password to try and login.\nCustomer: How do I do that?\n\nIf I try to open a new account this app pops up.  \nCustomer: Is that 221 a good camera with talking and speakers?\nHuman Agent: You don't have to have multiple accounts for the cameras, you can add all the cameras to one account. Once you login on the other email you would go through the setup process as normal. These cameras use the QR code setup, when you tap the Plus on the device page it will either ask you which setup or start with the QR setup and you can go through the setup step by step with the onscreen directions. \nHuman Agent: That ZMD13E8D9000221 camera is an indoor camera, it does have a speaker and a microphone and would support two way audio liek the other mini wifi indoor cameras we have, yes. \nCustomer: It’s for my studio.  \nCan I open a seperate account and hook up the two non linked cameras?\nCustomer: Also birds nest won’t connect outside but I had it connected in the house\nCustomer: You can see it’s not online. \nHuman Agent: You can have several accounts, but the cameras can only be tied to one account at a time,  If you want to have the cameras on certain accounts you can always add the device to the account, then send a share request to another account created, once accepted that other account would be able to see the cameras, but not be able to alter the name, delete the camera from the main account or reset the camera from the app like the main account can. If you do want that ability you would just add the camera directly to a separate account instead of the share request. \nHuman Agent: When you plug that camera in outside, do the cameras lights only flash green, or do they flash green, then blue back and forth? it may be that the signal is too weak at that outside location you are trying to place the camera so the camera cant reconnect from outside \nCustomer: You said the 21 and 07 aren’t linked to an account. \nI could have my own account and use those two in my studio.  \nCustomer: It’s just green\nHuman Agent: Sure you could do that, you would have to remove them from that account first, then once deleted the camera would not be bound to any account and you can freely add them to another account if you wish. \nHuman Agent: Is it a solid green or a flashing green?\nCustomer: Solid\nHuman Agent: Okay, is that camera plugged directly into a wall outlet or is it plugged into an extension cord or a surge protector at all?\nCustomer: We had it going once but then I took it inside and wiped it down. \nThen I re hooked it up inside and moved it back out. \n\nYou can probably see it on the use log\nHuman Agent: If the light when its plugged in is staying a solid green, and its not flashing at all the indicates that there is a power issue, the issue sounds like it is with the outlet or the cameras cord and not the camera itself since when its plugged inside it is able to go from solid green, to flashing green then connect which means its booting up all the way inside, just not outside. \nCustomer: Ok\n\nThe only thing I didn’t do was swap the cord.  \n\nI’ll try that and get back. \n\nThanks a ton.  \n\nI’m gonna go try.  \nHuman Agent: Okay sounds good, Let me know if you have any other questions, or if the chat closes due to inactivity feel free to contact us again for further support.\nCustomer: Thanks.  \n\nGoodbye.  \nHuman Agent: Thank you as well. Farewell"]
["Customer: Cameras will not connect to WiFi \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: I have charged the camera, but how do you turn it on and there’s no light on anywhere on the cameras after charging\nCustomer: I have re-plugged in the cameras. They both have a red light on them. Shouldn’t I be seeing a green light when they’re ready?\nCustomer: How long should it take to charge new cameras?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you able to tell me what this cameras ID number and Model number are? they are on the cameras sticker, feel free to take a photo of the sticker to send if you don't want to type it out. \nCustomer: D/static_file/35a919cb47_1_20241216155059.jpg\nCustomer: D/static_file/a29bca2222_1_20241216155157.jpg\nHuman Agent: Okay, these cameras have a power button next to the plugin slit, if you look in the first photo you sent its to the left of the plugin area, press and hold that until the camera starts flashing then you can go through the QR setup to connect and setup the camera. \nCustomer: Light is flashing. What do I do next?\nHuman Agent: You would go through the QR code setup to connect the camera."]
["Customer: We moved to a new house and plugged in cameras and can’t establish connection\nCustomer: 1\nCustomer: How do I do initial set up\nCustomer: Thanks I’ll try it\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily."]
["Customer: Hello I’m having trouble adding a additional camera to my account could I get an agent \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD33E9E8252300\nHuman Agent: Thank you. Could you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Green\nCustomer: Then it flashes green for a bit then flashes blue and then back to green \nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I have done this and the camera doesn’t pick up the QR code it times out on me \nHuman Agent: Lets try it again. When the light is flashing green, hold the phone screen close to the camera lens and pull it back.\nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the camera?\nCustomer: Okay I’ll do that \nCustomer: D/static_file/3e1bcc81b5_1_20241202153753.png\nCustomer: Times out \nHuman Agent: Alright, you are connected to your 5 GHz Wi-Fi network. The camera will not connect to your 5 GHz network. So you will want to connect to your 2.4 GHz network.\nCustomer: Yeah I’m trying to connect it on the 2.4 just like the other three but this one’s not letting me \nHuman Agent: Looking at the network your phone is connected to, it has a 5G at the end, which is pretty much always a 5 GHz network.\nCustomer: Okay I switched it but now the camera light is constantly blue\nHuman Agent: If it is a solid blue, then that would mean it connected to a Wi-Fi network. Can you send a screenshot of the new QR Code that you showed to the camera?\nCustomer: false\nHuman Agent: Is it a Guest network that you connected to?\nCustomer: No I connected it to the 2.4 \nCustomer: But I don’t see the camera popping up \nHuman Agent: Can you try sending the screenshot again? It did not come through.\nCustomer: false\nCustomer: D/static_file/05618116c9_1_20241202155528.png\nHuman Agent: Can you unplug the camera again, plug it back in, and let me know what light you see in the camera? Watch the light and let me know if it changes. We want to see if it goes back to a solid blue.\nCustomer: No soild blue just back flashes green and blue \nHuman Agent: Alright, if it is flashing blue or green, then you will want to do the QR Code setup.\nCustomer: Okay \nCustomer: When I do that it goes back to solid blue \nCustomer: No live feed or I can’t see camera\nCustomer: This used to be installed on my last account \nCustomer: But I had already unbind them last time \nHuman Agent: The camera is still showing offline, which means it is not connected to the internet. If it is solid blue, then that means the network that it is connected to is not giving it internet access.\nHuman Agent: Can you unplug the router that the camera is connecting to and let me know if the light changes in the camera?\nCustomer: Unplugged router and light stayed solid blue my other cameras blink blue after \nHuman Agent: Can you go to your phone's Wi-Fi settings and see if you still see that Wi-Fi network that you last used to setup the camera? With the router still unplugged.\nHuman Agent: If the light is still solid blue, then that means that the camera is not connecting to that router. So I want to be sure it is not connecting to an extender or to another router that you may have. Do you have any Wi-Fi extenders, an old router, or a mesh network?\nCustomer: I’m on the 2.4 the one that has the rest of my cameras \nHuman Agent: You are still connected to that network on your phone? With the router unplugged?\nCustomer: No it uses my 5g \nHuman Agent: Okay, it looks you plugged the router back in. The camera is online and on your account after you restarted the router.\nCustomer: Okay yes I see it now thank you \nHuman Agent: You're welcome."]
["Customer: Hello, look at the time of scanning with a camera the phone code is as if it didn't detect it\nCustomer: There is a part when you put the wifi password you have to scan with the same camera a QR code on the twl screen\nCustomer: That's the part that the camera doesn't want to detect\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Hello how ca i reset ip cam without reset button?\nHuman Agent: Hi my name is Wendy.  Camera ZMD00I313000559 filmar2 shows offline.  Is this the camera you are needing help with?\nCustomer: No, the cam i cant connect is similar to filmar1\nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\n\nCustomer: zmdooi311000427\nHuman Agent: Is this a brand new camera? or has it been setup before?\nCustomer: Setup before but nvr broke\nHuman Agent: please attach a clear picture of the ID.  zmdooi311000427 has a typo\nCustomer: Im triing to setup with zmodo app\nHuman Agent: please attach a clear picture of the ID.  zmdooi311000427 has a typo\nCustomer: D/static_file/bc0aa5b67f_1_20250310112517.jpg\nHuman Agent: ZMD00I311000427 thank you.  Is the indicator light blinking green on the camera?\nCustomer: Yes\nHuman Agent: Zmodo ZINK setup instructions:\n-First go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n-Then turn off mobile data for your phone.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup. Please remain within 5 feet of the camera for the entire process.\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have a tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.  Follow the in-app instructions to complete setup.\n\nCustomer: Perfect done tnks\nHuman Agent: you're welcome!"]
["Customer: Set up\nCustomer: I can't get my camaras to work \nCustomer: Troubleshooting\nCustomer: They all pulg in\nCustomer: I don't know why they don't work \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. By can't get them to work, are you meaning they're not powering on or you're having trouble setting them up?\nCustomer: I'm having trouble to set them up\nHuman Agent: Okay, what is the ID of one of the cameras you're trying to set up and is it flashing green? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \nCustomer: I had them already connected to my other wifi I have a new wifi today and I'm trying to put them on the new wifi and nothing \nHuman Agent: Okay, so the 4 on your account right now? If so, you can follow these instructions. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: ZK8-BFS23NM\nCustomer: Model is ZP-IBH15-w\nHuman Agent: Okay, you may follow the instructions in my previous message if it is the 4 currently on your account. \nCustomer: I have 4 camaras they all plug in but none  of them are working \nCustomer: Yes\nCustomer: When I trun my wifi on I don't see that  2.4ghz network \nHuman Agent: Okay, you may follow the instructions sent previously. I'll send it again here. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nHuman Agent: You do not see your own 2.4Ghz network?\nCustomer: Yes my own yes I connect my self and then go step by step and nothing \nHuman Agent: I'm not clear on what you mean. You said you don't see the 2.4Ghz network, but you're now saying you connect yourself. Are you meaning in the setup it is saying unknown network instead of your network's name or something of that nature?"]
["Customer: Where can I call\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: How can reconnect to the cameras\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/103571720f_1_20241101141459.jpg\nCustomer: I got 4 cameras \nCustomer: Front door ZMD19H2IHA05185\nAlly way ZMD19H2IHA04455\nParking lot ZMD19H2IHA05186\nBack door ZMD19H2IHA04453\nHuman Agent: Alright, well lets start with that camera.\nHuman Agent: Alright, which camera do you want to start with?\nCustomer: Any camera \nCustomer: Let’s do the ally way\nHuman Agent: Alright, it actually looks like the camera is connected to your Wi-Fi network, so you will want to add it to your account with a LAN Search in the app.\nCustomer: Ok\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Smartz Eaze app and tap on Devices. Then tap on Add Device and tap on the four squares in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct."]
["Customer: Troubleshooting\nCustomer: My cameras does not want to connect to my wifi\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: It won’t let me change WiFi \nCustomer: It won’t let me change wifi\nCustomer: How do I change WiFi carrier \nCustomer: Hello\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. If this is for your camera named Back and it's currently flashing green you can follow the instructions below. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\n\nCustomer: I already have it set up. I changed internet company’s and I can’t find where to change it\nHuman Agent: The instructions I sent are how to set it up onto a wifi network. Since you changed routers, you would need to follow those instructions. \nCustomer: Thank you \nHuman Agent: No problem."]
["Customer: Thought I reconnected my Zmodo camera Stella2 due to new router and added new one.  Now is Stella1st.  However Stella1 is not working and afraid to touch it.  Also the cloud service was just renewed and charged and can’t tell if still there!!!\nCustomer: We already had our carrier install new router today and we do not want to reboot!\nCustomer: I have no idea what to do.  Can u tell which one had the iCloud.\nCustomer: Ugh!!\nCustomer: How do I speak with tech?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. When you look at the lights on the camera what color are they and are they flashing or solid?\nCustomer: Well our router acted up late yesterday and messed up everything.  New router had to be replaced and I thought I did the right thing and I must have removed my Stella2 and renamed Stella1st.  I do have a Stella1 downstairs and it needs to be reset.  So now Stella1st has a different password.  Ugh\nHuman Agent: Whenever you change the Wi-Fi name, password, or the router, you do have to reconnect the cameras by going through the setup with the camera, I would advise you to unplug and plug in the camera, then go through the setup, for the cameras that are offline on this account they use the QR code setup. \nCustomer: Stella2 which is now Stella1st is lit up blue.\nHuman Agent: One of the cameras on your account named stella1st is online yes.\nCustomer: Yes.\nCustomer: But I had to create different password.\nHuman Agent: The other two however are not. Can you reboot the other two, then once they flash green go through the QR code setup to reconnect them.\nCustomer: I only had two - Stella1 and Stella2.  I thought I was resetting Wi-Fi for Stella2 and it made me change name to Stella1st.\nHuman Agent: when a camera is offline it will flash green or blue when its back in setup mode. When you change something with the network you would reconnect the cameras by going through the setup, at the end it does have you name the camera, you can always change the names of cameras if you desire. You have 3 cameras tied to this account\nCustomer: I only have two cameras.  I somehow renamed Stella2 to Stella1st which I didn’t want to do.\nHuman Agent: You have 3 cameras tied to this account, theya re named: Stella, Stella 1, and stella1st. The camera currently online is named stella1st\nCustomer: Sorry Stella is now Stella1st\nCustomer: But somehow a different account now\nCustomer: What can I do?\nHuman Agent: You have 3 cameras tied to the account, they are different cameras and not duplicates, You can take a look at the cameras stickers for the ID numbers, the ID numebers will start with ZMD.  \nCustomer: One camera is not working.  I only had two. \nHuman Agent: D/static_file/9626d889c1_1_20250303173717.png\nCustomer: Okay I am confusing you.  I only had two cameras.  I was working with Stella and thought I was resting Wi-Fi which I guess I did\nHuman Agent: Okay, Just go through the setup with the other camera to get it online as well, all the cameras use the QR code setup\nCustomer: Give me a min.  Checking who I see on the stella1st\nHuman Agent: Okay, no problem, just let me know if you have any questions\nCustomer: How can I get Stella1st back to Stella?\nCustomer: And put back into same account as before\nCustomer: Hello\nHuman Agent: You can always change the name of cameras, you would click live on the camera, click the settings gear, click the three dots in the top right, then select the name and change the name from there. Just don't accidentally hit delete or reset as that's also in that same 3 dot area."]
["Customer: Set up\nCustomer: Wifi password is correct but it says it keeps timing out\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: How to change the internet connection from at&t to spectrum?\nCustomer: I am switching internet providers, how do I update the cameras to the new wifi network?\nCustomer: I lost the original setup instructions, can you provide a copy of this?\nCustomer: Can you please send me a link for the original setup instructions to the cameras? \nCustomer: Troubleshooting\nHuman Agent: Hello, my name is Grant. To set up the cameras on your account, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Set up\nCustomer: Hi\nCustomer: Device setup \nCustomer: Device connected to another account \nCustomer: Need assistance \nCustomer: Phone support \nCustomer: Agent \nCustomer: Hello Kylie\nCustomer: I am trying to connect a device and having issues \nCustomer: It says device is connected to another account \nHuman Agent: Okay, I will need the cameras ID n umber to look it up and see what kind of account its currently bound to. The ID number will be on the cameras sticker and start with ZMD\nCustomer: Where do I get it\nHuman Agent: The ID number will be on the cameras sticker\nCustomer: D/static_file/4d051a93b9_1_20241127095610.jpg\nHuman Agent: It will start with ZMD\nHuman Agent: It looks like for this Model, the sticker with the ID would be on the bracket. \nCustomer: Couldn’t find in bracket\nCustomer: D/static_file/8378a85b19_1_20241127100042.jpg\nHuman Agent: Okay, Let me look up this device now, one moment. \nHuman Agent: This device currently is not bound to any account, are you able to try adding it again and let me know if it still pops up saying it is bound to another account or not?\nCustomer: D/static_file/d88c699610_1_20241127100359.png\nHuman Agent: I looked up that cameras ID number as well and it is not bound to any accounts. It looks like the bracket on the camera is not the same as its ID number, perhaps it was swapped with another cameras bracket at some point. \nHuman Agent: Try and add it and see if it still pops up with that message or not. \nCustomer: Ok\nHuman Agent: Okay\nCustomer: I was able to add it now\nHuman Agent: Fantastic, sometimes the message that a device is bound to another account can pop up in error. Is there anything else I can assist you with today?\nCustomer: I assume I am good\nCustomer: For now\nCustomer: Thank you So Much\nHuman Agent: Okay, if you do ever have more need for assistance feel free to contact us again. Have a good day"]
["Customer: model-zp-ibh27-w  id-zk8-bfs23nm\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: i have 2 zomodo cameras on my house but these 2 new ones i cant get to show on my phone with the other ones ive tried it all \nHuman Agent: Okay, what are the IDs listed on the cameras? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: ZMD19121HA16141\nHuman Agent: Thanks. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: Connetkng my cameras go wish can I have u guys call me \nCustomer: Set up\nHuman Agent: Hello, my name is Grant. I see three cameras and an NVR system on your account. The NVR will plug in to your router with an Ethernet cable, it does not connect by Wi-Fi. The cameras will use the Zink setup method to connect to your Wi-Fi network.\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera."]
["Customer: My password has uppercase letters but it reverts to lower case when trying to connect to camera\n\nCustomer: Arn't you the customer support? \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. When typing your password your phone's keyboard will have an option to capitalize letters if you want to. \nCustomer: Wifi password was changed,  i enter the new password,  the system times out,  and it shows the old password\nCustomer: Help\n\nHuman Agent: Okay, so you're trying to set up the two cameras that were previously on your account? Which app are you currently using?\nCustomer: Smartz eaze\nCustomer: And 3 more that haven't been set up\nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Go to Devices, then Add Device\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: It won't let me add a picture to chat\nHuman Agent: I could also have you send it via email or text. Do you have one of those you would prefer?\nCustomer: Text would be easier\nHuman Agent: (508) 506-1880\nHuman Agent: You can send it to that number. \nHuman Agent: Thanks. Is this a 2.4Ghz network?\nCustomer: Yes\nHuman Agent: Okay, when you show this code to the camera, does it go to a blinking blue at all or does it only blink green?\nCustomer: It states it will not work on a 5Ghz\nCustomer: Yes is does blink blue\nHuman Agent: Right, it would not work on a 5Ghz network, but the app has no way to know which you are on so I was checking with you. \nHuman Agent: Okay, if this is a 2.4Ghz network, please go to your wifi settings on your phone, forget the network, then reconnect. When you attempt to reconnect, it will have you enter the network password. If it does not have you enter the password, it was not forgotten properly. Let me know if you are able to reconnect after doing that. \nCustomer: Yes,  it did ask for the password\nHuman Agent: Okay, and you were able to reconnect successfully? If so, do you have any other networks listed in your wifi settings that are yours?\nCustomer: On my phone?\nHuman Agent: Yes, in your wifi settings of your phone. \nCustomer: Yes is have 2.4, and 5\nHuman Agent: You have another 2.4Ghz network listed there in addition to the one you were already on?\nCustomer: No\nHuman Agent: Okay, please restart the camera by unplugging it and plugging it back in. Once back to blinking green, try the QR setup again. If it does not reconnect still, please let me know. \nCustomer: It doesn't work. For some reason it keeps reverting to a previous password. I have even un-installed, reinstalled the app.\n\nIs there another app you suggest?\nHuman Agent: What do you mean by reverting to a previous password? You have the option to type the password when going through the setup. \nCustomer: I type in the new password, and hit the check box to remember password. Setup then times out, then i hit the eye to show password and it is the old password, not the new one\nHuman Agent: Okay, is the 12a13b20b7 password the old or new password? If it is the old password, that could be the issue. If it's the new one, then the correct password is being used in the code. \nCustomer: Old\nHuman Agent: Okay, when you are going through the setup and entering the password, there is an eyeball icon to see the password you have entered. Before going on to the next page, please make sure that shows the correct password. It sounds like you may have a 3rd party app for password management entering your old one. \nCustomer: It is definitely the new password.  I don't believe i have a password management app. I will have to dig\nHuman Agent: Strange. If you would like to try from another app, you can log into your same account in the Zmodo app, then do the following. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: I will try that one.  Thanks\nHuman Agent: No problem, let me know if you have the same issue there. \nCustomer: Yes\nCustomer: Waiting for a code from zmodo\nHuman Agent: You mean you're trying to go through the QR setup on the Zmodo app? \nCustomer: Yes,  and it worked.  \nCustomer: Thanks for your help,  not sure why the other app did not work\nHuman Agent: Okay, it looks like you added them to a new account rather than your old account. Were you meaning to put them on your original account?\nCustomer: It doesn't matter as long as they work\nHuman Agent: I'm unsure as well unless you have some form of password manager. \nCustomer: Nothing i could find\nCustomer: Again thanks for your assistance\nHuman Agent: Okay, then if you would like to use them in Smartz as well, you would need to log out of your current account and then back in with your new account there. Or you may use the Zmodo app as well if you would prefer. \nHuman Agent: No problem, have a good evening!"]
["Customer: Agent \nCustomer: One of my cámaras won’t Connect to the internet \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 17A817207924\nHuman Agent: Thank you. Can you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Ok I just unplugged \nCustomer: I’m plugging it back in now \nCustomer: It’s green \nCustomer: Now it’s blinking green \nHuman Agent: Alright, if it is blinking green, then that means it is ready for setup.\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: So I have to reset it up again \nCustomer: I do it now it’s let’s see if it works this time \nCustomer: It’s still not working \nHuman Agent: Okay, when you show the QR Code to the camera, can you hold the phone screen close to the Zmodo camera lens and pull it back. Watch the light closely and let me know if it changes from the flashing green light.\nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the camera?\nCustomer: Ok I will try that now and yes I will send you the screenshot \nCustomer: D/static_file/688244d4ec_1_20240917170110.png\nCustomer: It won’t take it \nHuman Agent: Did you watch the light in the camera when you were showing the QR Code to the Zmodo camera?\nCustomer: I’m try it one more time \nCustomer: It green then red and blue blinking \nCustomer: Right now it’s blocking blue \nCustomer: Now green \nHuman Agent: Okay, if it changed to flashing blue, that means that the camera read the QR Code. So there could be a few reasons that it would read the QR Code, but not connect.\nHuman Agent: Is the antenna screwed in securely on the camera?\nHuman Agent: Are you able to unplug the camera and move it close to the router and plug it back in?\nCustomer: Yes it’s screwed in"]
["Customer: Set up\nCustomer: I still can’t connect my devices \nCustomer: Is there someone that can call me\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: I’m just trying to input my new password in hopes of my devices will reconnect.\nHuman Agent: Okay, to reconnect the cameras you would go through the setup with the cameras, It looks like all the cameras on your account use the QR code setup\nHuman Agent: Have you tried to go through that setup at all yet?\nCustomer: Yes please have someone call me\nHuman Agent: we do have outbound calling done via schedule, you would fill out this call sceduler in order to speak with a rep over the phone if you prefer to troubleshoot over the phone. \nCustomer: I’m only available today before 5pm. I normally work pass 5pm. Can someone give me a call today?\nHuman Agent: You would have to check the scheduler to see if that timeslot is available, if its not a time you can select then that time would unfortunately be full for calling. \nCustomer: None of those days co-inside with my schedule. No one is available on the weekends\nCustomer: Troubleshoot\nHuman Agent: Okay, we do not have calling for the weekend, we dont have any live support over the weekend only Mira.\nHuman Agent: Are you still wanting to do support over the phone still or are you okay with us continueing support over chat?"]
["Customer: Is not connecting to Wi-Fi for some reason my password is right and everything I don't know what's going on\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: My camera won’t connect\nCustomer: -1\nCustomer: I have a solid blue light, but my camera will not connect\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Cannot connect to Wi-Fi\nCustomer: -1\nCustomer: Customer care \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: D/static_file/3ea263886d_1_20240924151611.jpg\nCustomer: Zh-ixu2d-w\nHuman Agent: Are you using the Zmodo app or meShare app? \nCustomer: Zmd24h3h6001943\nHuman Agent: Are you using the Zmodo app or meShare app? \n\nCustomer: Meshare\nHuman Agent: Can you press the plus sign on the top right down at the bottom select the option that states \"Wired camera or wifi camera already solid blue? tap here to add it\" tap there and let me know if it shows the camera/s."]
["Customer: Cameras not working. Flashing green light on cameras \nCustomer: Set up\nCustomer: I don’t know which one my camera needs to set up\nCustomer: Green \nCustomer: How to configure \nHuman Agent: Hello, my name is Grant. The cameras on  your account will use the Zink setup method. Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera."]
["Customer: Camera willl not complete setup process.  I had to get a new wifi router.  new home network.  reset camera.  it uses zink.  get to the last step but it always times out\nCustomer: I have obviously done all those things already\nCustomer: tell me how to make it work\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Is ZMD00HE0400014D\t the camera you are trying to set up?\nCustomer: yes\nHuman Agent: Are you using a 2.4Ghz network?\nCustomer: yes.\nCustomer: it is a dual band router\nHuman Agent: Okay, when going through the setup are you able to select your network from a drop down list or do you have to type it in manually?\nCustomer: it shows up on the drop down\nHuman Agent: Okay, please go to your wifi settings on your phone, forget your 2.4Ghz network, then reconnect to it. You will have to type in your password again to reconnect. If you do not have to type in the password, you did not forget the network properly. Let me know once you have reconnected successfully. \nCustomer: i have done this a half dozen times already unfortunately\nHuman Agent: You forgot your network in the wifi settings of your phone you mean?\nCustomer: yes and then reconnected.  turned of auto reconnect, and ran the setup process.  multiple times.  always times out on last step\nCustomer: turned off*\nHuman Agent: Okay, if you were able to reconnect successfully, please run through the Zink setup and after you submit your wifi information, if it goes on to the next page, the camera should start to blink blue. Let me know how if it does, then also what it does after going to blinking blue until it returns to just blinking green. \nCustomer: it does start to blink blue.  the phone has the waiting to connect screen showing.  then it times out\nCustomer: consistent blue blink.  same pace as the green blink\nHuman Agent: Okay, then does it just return to the blinking green? Or did it ever eventually swap back and forth between green and blue?\nCustomer: once it times out it returns to grren.  no back and forth\nHuman Agent: Okay, thanks. While trying to do setup, have you restarted the router at all? If not, would you be able to do that?\nCustomer: yea that was one of the first things i tried\nCustomer: or do you mean restarting it during setup?\nHuman Agent: No, just at some point since you have started trying to do the setup. How far is the camera from the router currently?\nCustomer: about 15 feet through open air\nHuman Agent: Okay. Do you know what type of encryption your network uses? Sometimes you can see from the wifi settings on your phone. \nCustomer: Wpa/wpa2\nHuman Agent: Okay, that shouldn't cause any issues. Do you know if the router has any sort of band steering set up to force authentication on the 5Ghz band?\nCustomer: it does not.  however i have just determined the problem is this phone.  i just ran setup on my old phone.. and it worked right away.  old Poco F3.  this phone is a samsung fold.  so who knows i guess\nHuman Agent: Strange, that generally should not make a difference so long as it is making it through the setup. I'm glad you were able to get it from your other phone though. \nCustomer: i hope if i log out and then back in on this one it will work\nCustomer: thanks for your help\nHuman Agent: Yes, though you do not need to log out and can just pull down on the home page to refresh the page. \nHuman Agent: No problem, is there anything else I can help you with for now?\nCustomer: ok"]
["Customer: I have 5 Zmodo devices.  I have changed WiFi carrier.  What is the best way to update my devices?\nCustomer: How? Can I do it as a group or do I have to do them individually. I have multiple types of Zmodo devices\nCustomer: How can I talk to tech support?\nCustomer: Agent\nCustomer: Ok\nHuman Agent: You would want to setup the cameras with the initial setup method to connect them to the new Wi-Fi network. The camera named \"Camera1\" will use the Zink setup. The other four cameras on your account will use the QR Code setup.\nCustomer: Ok walk me thru the two processes \nCustomer: I just need to change the WiFi connection \nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nHuman Agent: For the Zink setup, please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nHuman Agent: It also looks like some of the cameras on your account are online, so if you still have the old Wi-Fi network, you will need to reset the cameras or unplug the old router first.\nCustomer: My new WiFi carrier is TMobile 5g\nHuman Agent: That is fine. You will want to setup the cameras to the new router.\nCustomer: Camera 1 will not read the bar code"]
["Customer: Set up\nCustomer: I’ve lost my internet connection. I used to gave a meshed 2.5 and 5.0 but the mesh was removed. \nCustomer: Troubleshooting\nCustomer: Reconnecting devices \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like your bullet cameras use the Zink setup while the Sight 180C camera uses the QR setup. I'd recommend starting with the Sight 180C camera as it may pull others online as well when you connect it. So I'll lead with instructions for that camera. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: I’m trying to set up my zmodo minipri camera and it’s asking to scan a QR code\nHuman Agent: Hello, my name is Grant. Did you go through the QR Code setup process on the app and generate the QR Code on your phone screen?"]
["Customer: Zmd_sap never connects so I can setup my cameras \nHuman Agent: Hi my name is Wendy.  The cameras you are wanting to setup, are they new? or have they been setup before?\nCustomer: Thrybhave been setup before\nHuman Agent: What are the device IDs on the cameras? the IDs will be listed on stickers on each camera and will start with ZMD or GSG\nCustomer: Let me look\nHuman Agent: ok\nCustomer: Zmd32bj4422201049\nCustomer: Zmd32bj44221169\nHuman Agent: ZMD32BJ44221049 this camera is online connected to this account.  Are you moving the camera to a different location with different wifi?\nHuman Agent: ZMD32BJ44221169 does this camera show a solid blue indicator light?  are you wanting it connected to this account?  5125928293?\nCustomer: Zmd32ks44221463\nCustomer: Yes these were connected but have not been connected in several months now\nHuman Agent: Zmd32ks44221463 is this one also solid blue?\nCustomer: Shows solid blue on my end\nHuman Agent: are you wanting both cameras bound to 5125928293?\nCustomer: Yes\nCustomer: One more \nCustomer: I guess I threw the one in the bedroom away. \nHuman Agent: ZMD32KS44221463 &  ZMD32BJ44221169 have been bound to your account.\nCustomer: Thank you \nHuman Agent: You're welcome"]
["Customer: Como activar mi cámara silla no tengo las instrucciones \nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. Necesitaré buscar el dispositivo. ¿Pueden enviarme todos los números de modelo y de identificación de todas las cámaras? Empezarán con ZMD"]
["Customer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Ezlink is only used for some of our oldest devices. What is the ID of the device you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Camera light not working\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Our WiFi cable changed to optic fiber and now my cameras don’t work\nCustomer: I have no idea what that was\nCustomer: How do I do that\nHuman Agent: Hi my name is Wendy. \n\nYour cameras will need to be setup to the new wifi info.  Are the indicator lights on the cameras blinking green right now?\n\nCustomer: Yes\nHuman Agent: All 4 cameras use QR code setup\nHuman Agent: QR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: Ok\nHuman Agent: Did you go through setup?"]
["Customer: I am changing WiFi company.  Can’t get current cameras to wirk\nCustomer: Does it set up using the new or the zmd?\nCustomer: I may not have the correct password and cannot remember.  How can zI get it reset?\nCustomer: Where is the login page?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. \n\nHuman Agent: What is the ID of the camera you are currently trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: My camera is not working \nCustomer: -1\nCustomer: My garage camra is not working at all the lights come on but can't see it in the app\nCustomer: Still nothing \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: I dont have the QR code to set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. The QR code itself is something that is generated in the app when going through the setup. It then displays on your phone screen and you show it to the code. I apologize though as the instructions will be slightly different than what the bot mentioned. Instead of hitting the plus button on the home page, you'll want to tap on devices from the home page and then choose Add Device. If the device is already on the account, you can quit the setup once it goes solid blue. \nCustomer: Yes I'm here \nHuman Agent: Okay, was there anything you were having trouble with in that setup?\nCustomer: I need to add device \nCustomer: I need assistance \nCustomer: The instructions given is not helpful \nCustomer: Hello \nHuman Agent: Yes, what part of the instructions were you having trouble with?\nCustomer: Everything \nCustomer: Can you just help with the setup\nCustomer: Hello \nHuman Agent: I apologize, but I'm going to need more specific information to know what part you're having trouble with. Are you getting stuck at a particular part of the setup?\nCustomer: Yes\nCustomer: What to select and everything \nHuman Agent: Yes, I am here, it had been less than 30 seconds since your message. We do need time to reply both to your chat and others along with looking into issues for customers so replies may not be immediate. \nHuman Agent: I'm unsure what you mean by what to select and everything. What are you referring to? \nCustomer: Omg\nCustomer: Lets just start from the beginning \nCustomer: I have the app\nCustomer: My device is flashing green\nCustomer: How do I set it up\nCustomer: My device is plugged up\nCustomer: Whats next\nHuman Agent: One moment, I'll resend the instructions from earlier with the correction I included in my message. \nCustomer: The instructions is not helping \nHuman Agent: 1. Open the app.\n2. Go to Devices, and choose Add Device\n3. Follow the on-screen instructions and tap \"next\" to proceed.\n4. When prompted, enter your Wi-Fi password.\n5. After entering your password, tap \"next.\" This will generate a QR code containing your Wi-Fi information on your phone screen.\n6. Hold the generated QR code in front of the camera you wish to set up.\nHuman Agent: If you're having trouble with the instructions, please let me know what part you're having trouble with or what sort of issue you're having. In order to guide you through something we have to give you instructions and if you have trouble with a part of them, we'd need to know what part you're having trouble with to try to find out what issue you're having at that step."]
["Customer: Help me to change my password \nCustomer: I don't remember old pastword\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\n\nCustomer: it wont let me\nzmd16l3172022927\nCustomer: I got 4 cameras\n\nHuman Agent: ZMD16L3I7202927 thanks.  Is the indicator light on the camera blinking green right now?\nCustomer: they are blinking green yes\nHuman Agent: If the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: they are but it times out\nHuman Agent: QR code setup times out?  When you go through setup does the indicator light only blink green? or does it flash between green & blue?\nCustomer: green\nHuman Agent: Go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location if that is an option.\n\nThen go to your phone's wifi and double check your phone is connected to 2.4GHz wifi then go through setup again."]
["Customer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like your cameras no longer use Zink setup and would instead use the QR setup. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: My 2 camera say update won't let me. Need assistant in doing g so. Was hoping verbally on phone\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like your cameras are currently offline and would need to be connected to the internet before you could update them. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Cannot get my cameras to open on my new internet service\nCustomer: Cannot find where to add new internet service\nCustomer: Cannot find where to afford new internet service for my cameras\nCustomer: Cannot find where to add new internet service on my cameras\nHuman Agent: Hello, my name is Grant. You will just use the initial setup to connect the cameras to a new Wi-Fi network. The cameras on your account will use the QR Code setup method to connect.\nCustomer: Cannot find the qr code\nHuman Agent: Are you using the Zmodo app or are you using the meShare app?\nCustomer: Meshare\nHuman Agent: Do you still have the quick guide that came with the cameras?\nCustomer: Yes what is the lan\nCustomer: My cameras are old does that matter\nHuman Agent: No, your cameras are fine. So you do have the meShare setup guide that came with your cameras?\nCustomer: Yes\nHuman Agent: Tap the \"+\" icon on the app home screen in the top right. Make sure your camera is powered on and flashing green. Tap Start Installation at the bottom of the screen. Scan the QR code included in your Start up guide when prompted by the app. Follow on-screen instructions, input your WiFi password, and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will scan the QR code on the phone screen.\nCustomer: Cameras light is blue\nHuman Agent: Is it flashing blue or solid blue?\nCustomer: Solid blue\nHuman Agent: That means it is connected to a Wi-Fi network. Do you still have your old router?\nCustomer: No\nHuman Agent: Do you have any Wi-Fi extenders or a mesh network?\nCustomer: Don't know what that is but probably not\nHuman Agent: Okay, well the camera is connected to something. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD13ISD9002655\nHuman Agent: Can you unplug your new router and while it is unplugged, can you look at the light on the camera and let me know if it changes from the solid blue?\nCustomer: Still blue\nHuman Agent: Your new router is still unplugged?\nCustomer: Yes\nHuman Agent: Okay, if the light is solid blue, then that means there is another Wi-Fi network that the camera is still connected to. So you have either your old router or a Wi-Fi extender that it is connecting to.\nHuman Agent: Can you go to the Wi-Fi settings on your phone and see if your phone is connecting to a network?\nHuman Agent: Or see if you recognize any of the networks listed?\nCustomer: Showing my old router \nHuman Agent: That means you still have your old router and it is still plugged in to power. So you will want to unplug your old router so that it powers off and stops broadcasting the Wi-Fi network.\nCustomer: Just unhooked my old router that might do it maybe\nHuman Agent: Yes, the camera was still connected to your old router because it was still plugged in.\nCustomer: Ok thanks for the help\nHuman Agent: You're welcome.\nCustomer: Trying to scan bar code on camera saying invalid code. Light is flashing blue"]
["Customer: Set up\nCustomer: Need help to setup the camera\nCustomer: Green flashes \nCustomer: Yes \nCustomer: Next steps please \nCustomer: Never mind i will return your camera \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you trying to set up the two devices that are on your account or a different camera?\nCustomer: Still green flashes \nHuman Agent: Are you trying to set up the two devices that are on your account or a different camera?\nCustomer: Hello\nHuman Agent: Hello. \nCustomer: Yes\nCustomer: Same camera just to another apartment \nHuman Agent: In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\nCustomer: I don know my old password what do i do next ??\nHuman Agent: You don't need your old password, just your current wifi password. \nCustomer: When ssid and password \nCustomer: Which password i should enter\nCustomer: ZMD_SAP\nCustomer: My wifi password here ??\nCustomer: Still waiting for \nHuman Agent: The SSID is the name of your wifi network you want to connect the camera to. It has to be 2.4Ghz. The password requested there would be the wifi password you would use to connect to the wifi network. \nCustomer: So. O zmd\nCustomer: My network and password \nCustomer: Let me try thanks\nHuman Agent: No, not ZMD_SAP, your own wifi network."]
["Customer: Live supper \nCustomer: Live support \nCustomer: Agent\nCustomer: Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: My Wi-Fi changed and I cannot reconnect cameras. I deleted all cameras and app and tried to start from the Beginning and no luck. Is there a way to reset the cameras without connecting to app?\nCustomer: I also deleted my subscription to zmodo and that didn’t work either \nCustomer: Anyone there?\nCustomer: Agent\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Give me a moment \nCustomer: Zmd15jtda008298. The unit is unplugged at this time\nHuman Agent: Thank you. Can you plug the camera in and tell me what light you see in the camera when you plug it in?\nCustomer: I’m not at home but I have another camera plugged in.  It flashes between blue and green\nHuman Agent: The camera that you provided the Device ID for will use the QR Code setup to connect to your Wi-Fi network. Unfortunately, you would need to be with the cameras to setup and troubleshoot them.\nCustomer: Ok. So do I use the zink set up or something different \nHuman Agent: The camera that you provided the Device ID for will use the QR Code setup to connect to your Wi-Fi network."]
["Customer: Why isn't the camera scanning the qrcode\nCustomer: Done\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd 24ig9249338\nCustomer: It takes a picture but isn't scanning the code.\nIt was working perfectly but today we switched internet providers so I need to reconnect\nHuman Agent: What point in the setup are you getting stuck at?\nCustomer: Ive measured 8\" between the camera and the phone \nI'm in a fully lift room with overhead lighting and I added flashlight lighting to help.\n\nCustomer: It takes a photo but doesn't scan\nHuman Agent: Do you have a QR Code on your phone screen?\nCustomer: Of course\nHuman Agent: Alright, can you send a screenshot of the QR Code that you are showing to the camera?\nCustomer: Hold on\nCustomer: D/static_file/c941cdcee0_1_20250305162232.jpg\nHuman Agent: Okay, that is not the QR Code that you show to the camera. Are you able to scan that QR Code with the app on your phone? Tap the \"+\" icon on the app home screen in the top right. Make sure your camera is powered on and flashing green. Tap Start Installation at the bottom of the screen. Scan the QR code.\nCustomer: What QR code am I scanning?\nCustomer: Because it literally says to scan this code\nHuman Agent: Yes, you scan that with your app.\nHuman Agent: Tap the \"+\" icon on the app home screen in the top right. Make sure your camera is powered on and flashing green. Tap Start Installation at the bottom of the screen. Scan the QR code included in your Start up guide when prompted by the app. Follow on-screen instructions, input your WiFi password, and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I have! \nAbout 17 times.\n\nI have done every imaginable reboot I have unplugged the power for it to reset I have hit reset in the app I have it removed the device in the app so that I am starting from scratch the camera is taking a picture and not scanning that is the issue\nCustomer: As I said above I measured out 8 inches with a ruler and I even turn the flashlight on my other phone in the vicinity to have more light and I've been a fully lit overhead lit bedroom\nHuman Agent: You mean you are showing the QR Code on that start up guide to the meShare camera? Or you are doing it with your phone?\nHuman Agent: Because you do not need to hold that QR Code 8 inches from the meShare camera.\nCustomer: I am showing the QR code that is generated on the app to the camera and it literally says 8 in the app\nCustomer: Right now I'm trying to take a screenshot of the QR code that's generated in the app\nHuman Agent: Okay, good. That is what I wanted a screenshot of. You sent a picture of the QR Code on the setup instructions.\nCustomer: D/static_file/cf809f7a85_1_20250305163151.jpg\nHuman Agent: Alright, good. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: K\nCustomer: Green light solid on the side \nCustomer: Green light does not stay on.\nNot flashing\nCustomer: Now it's flashing\nCustomer: Now it's off \nCustomer: It worked perfectly before the provider change\nHuman Agent: Alright, it should change back and forth. When the light is flashing green, hold the phone screen close to the meShare camera lens and pull it back.\nCustomer: Okay when I move in front of the camera on the green light flashes\nCustomer: Trying again\nCustomer: Nope time out\nCustomer: Timed out\nHuman Agent: Yes, that is fine. We are not worried about what it says on the app. We are just worried about the light on the camera.\nHuman Agent: Is it still changing to a flashing green? And you are showing the QR Code that is on the phone screen in the second picture you sent, correct? Not the first picture you sent of the setup instructions.\nCustomer: Yes I am showing the QR code from the phone app it flashes green I show the code I pull the clothes further away the light goes off it'll take a picture it does everything but scan the code\nHuman Agent: The camera does not take a picture. If you are seeing a red light on the camera, that just means that the infrared light is turning on.\nCustomer: Do I really have to connect to a 2.5 network?\nHuman Agent: Yes, the camera connects to a 2.4 GHz network. Is you phone connected to your 2.4 GHz network or your 5 GHz network?\nCustomer: Okay well that may be the issue so thanks for your help I'm going to try again tomorrow\nHuman Agent: You're welcome. Please let us know if you need further assistance with the setup."]
["Customer: How to update network password\nHuman Agent: Hello, my name is Grant. To set up the cameras on your account with a new Wi-Fi password you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: I can’t scan QR\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device, can you send me the camera ID number and the Model, The ID will start with ZMD or GSG\nCustomer: I can’t scan QR\nCustomer: Ok\nHuman Agent: In order for me to assist you I I will need to look up the device, can you send me the camera ID number and the Model, The ID will start with ZMD or GSG\nCustomer: Zmodo\nZH-IXY2J\n\nZK8-BFS23NM\nHuman Agent: That second number is not the ID number, the ID number for this camera will start with ZMD, it may be on a separate sticker on the bracket by the barcode. \nCustomer: Ok\nHuman Agent: Okay\nCustomer: ZMD19H318D24360\nCustomer: Thank you so much for your help \nHuman Agent: Great, no problem, let me look up this Model and camera ID number now, one moment\nCustomer: Thank you so much \nHuman Agent: It looks like for this camera it can use the QR code setup but also the Zink setup. Since you are having a bit of trouble with the QR setup lets have you try the Zink setup instead, one moment while I grab the directions for you to follow, \nHuman Agent: Zink setup steps\n\n1.Check Network Compatibility:\n\nEnsure that the W-iFi network you want to connect the camera/s to, is operating on the 2.4GHz frequency.\n\n\n\n2.Access Zink Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the Zink option.\n\n\n\n3.Initiate Installation:\n\nEnter the number of devices you are trying to set up, tap on the check mark or next.\n\n\n\n4.Connecting to the ZMD_SAP\n\nTap on \"Tap Here to begin set up\" follow the onscreen instructions. The phone may warn you this network has no internet.\n\n\n\n5.Wi-Fi Password Entry:\n\nThe app will prompt you to select or enter your Wi-Fi name (SSID) and enter the Wi-Fi password. Remember the Wi-Fi and password are case sensitive.\n\n\n\n6.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nHuman Agent: Let me know if you have any trouble with this setup, if you do have trouble or don't get to the end of the setup at all, take a screenshot of the page for me to review.\nCustomer: Thank you so much \nHuman Agent: No problem, did you still need assistance or have any questions I can assist you with today?"]
["Customer: I have tried several times to get this last camera to read the QR code but it won't work. Do I have to unplug the camera to reset it?\n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Restarting a device can help make it more receptive, but would not reset it. Is this another camera of the same model of the others?\n\nCustomer: I have done all of this 15 times and it doesn't work\nCustomer: Yes the same brand. It was connected and working fine\n but my wife had to reset the router and this camera would not come on. I tried to reset it but nothing worked so I deleted the camera\nCustomer: Now it won't read the QR\nCustomer: Dillon you still here\nHuman Agent: I apologize, it was not showing your messages. When you say it will not read the QR, does it not blink blue when you show it the code at all?\nCustomer: No It only blinks green\nHuman Agent: Okay, could you please send a screenshot of the QR code?\nCustomer: It won't let me post a screenshot\nHuman Agent: Oh? What sort of issue are you having with sending a screenshot? I could also have you send it via email or text message, do you have one you would prefer?\nCustomer: Why can't I see what I'm typ8ng \nCustomer: Text\nHuman Agent: I'm unsure what you mean. Is your keyboard displaying over it you mean?\n\nCustomer: Yes\nHuman Agent: Okay, unfortunately that may be over the text there. What sort of issue are you having with sending a screenshot? I could also have you send it via email or text message, do you have one you would prefer?\nCustomer: I'll text it to you\nCustomer: Give me a number\nHuman Agent: Okay, you may send it to 5085061880. \nHuman Agent: Thanks. The code itself looks fine. Is this network 2.4Ghz?\nCustomer: Yes\nHuman Agent: Okay, are the red night vision lights on while showing the camera the code? \nCustomer: All I see is green lights flashing\nCustomer: All 3 of my other cameras are working right now\nHuman Agent: Alright, is this camera plugged in with the original cable directly into an outlet without extension?\nCustomer: I believe it's in an extension. It is hooked up thru the attic\nCustomer: Do I have to unplug it?\nHuman Agent: Okay, are you using a different power supply with higher amperage to account for the additional cable length?\n\nCustomer: I'm not exactly sure how it's hooked up. I had someone do it. But all 3 other cameras are hooked up the same\nCustomer: It was working fine before\nHuman Agent: Okay, it would be best to plug it in directly to a wall without extension in that case. Extension without proper amperage to account for the additional cable length can A) damage devices slowly over time and B) sometimes results in being unable to read QR codes. \n\nOur other option would be to have it near another device that is working, reset the other device, then set that other device back up which would send a signal to other devices nearby to connect them too. \nCustomer: This camera is mounted above my front door and there are no outlets to plug it into. \nHuman Agent: In that situation if you wish to use an extension cable you would need to make sure it is properly powered. For total cable length, you would need at least 1 amp for 0-5 feet of cable, 2 for 5-10, and 3 for 10-15. Generally it would not be possible to go beyond that in most situations. \nCustomer: It's about 7- 10\nHuman Agent: Okay, were you able to check the amperage listed for the output on the power supply?\nCustomer: It should be enough because it was working fine before\nCustomer: The camera over the garage is further away and works great\nHuman Agent: Working previously does not mean that it is properly powered. As I mentioned being improperly powered can result in damage over time. \nCustomer: If that is the case then these cameras are just cheap. Maybe I should return them and upgrade to a better brand\nHuman Agent: I'm unsure how you have reached that conclusion. Electrical devices have power requirements. Use of extension cords is typically not meant to be permanent and results in some drop off to where less power would reach the device depending on a variety of factors such as the gauge of the wire and length of the run. In this case I have let you know the general requirements for the cameras and want to check the current amperage since the camera is not properly reading the code which is something that can occur when a device is improperly powered which itself can cause damage over time. \nCustomer: Yes\nHuman Agent: Okay. \nCustomer: All right I'll try a few more times.\nHuman Agent: Okay, I would still recommend checking the current amperage and if improperly powered, using a power supply with proper amperage. Otherwise you may also plug this camera in near one of the others, reset the other, then set the other back up to see if it can then be pulled online when the other reconnects. \nCustomer: Ok. Thanks for your help\nHuman Agent: No problem. \nCustomer: Close it out\nHuman Agent: The chat?\nCustomer: Yes"]
["Customer: Set up\nCustomer: I'm trying to connect my cameras to the new internet \nCustomer: It's been awhile and I don't remember how I did it\nCustomer: Yeah I didn't have internet for a little while and I don't remember how I connected them\nCustomer: -1\nCustomer: How do you connect the cameras to the internet? \nCustomer: OK how do you do that\nHuman Agent: Hello, my name is Grant. The cameras on your account will use the QR Code setup method to connect to your Wi-Fi network. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: I can't  connect  camera  to wifi \n\nCustomer: Ok if camera is blue means it's getting  signal \n\nHuman Agent: Hello, you've reached customer care, my name is Kylie. is the cameras light a solid blue for you?"]
["Customer: Set up\nCustomer: How can I reset ZP-IBH15-W cameras?\nCustomer: -1\nCustomer: My zmodo ZP-IBH15-W model camera doesn't have a reset button\nCustomer: -1\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Reset zmodo ZP-IBH15-W camera without reset button\nCustomer: -1\nCustomer: thanks\nCustomer: connect with a customer care agent\nCustomer: Sure, thanks\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you able to send me this cameras ID number for me to look up more info for the camera, it will be on the cameras sticker and start with ZMD. \nCustomer: Sure. ZMD13FVDA211948\nHuman Agent: It looks like for this camera it may use the QR code setup or the Zink's setup, there's a test we can have you do to figure out which one. First you would plug and plugin the camera, once its flashing green you would get close to the camera and go to the Wi-Fi settings, there you would look for a network named ZMD_SAP, if you see that network then the setup is Zink, if you do not then the setup is QR code. Let me know if you do or do not see the network, then I will send you the setup directions to try with the camera. \nCustomer: Camera is pluged and flashing, but there is not ZMD_SAP network in wifi settings. Additional, my cameras don't have any QR label/code :(\nHuman Agent: Okay, the QR code setup is done in the app and that's where the QR code is generated for you to show the camera to get it to connect to the network. \nHuman Agent: QR code setup:\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\nCustomer: Thanks. Let me try those steps\nHuman Agent: oKAY\nCustomer: Hi, sorry took some time but it seems worked for one of them\nCustomer: OK, is working in both cameras. thanks a lot"]
["Customer: I need help.  We updated our wifi.  It's a mesh motom which means it has 2.4 and 5.0.  I can reconnect the cameras.  I can remember the password to reset it it.  I was going to remove the devices and set them up again but im nit sure if I can if it on connects to 2.4.  Can you please help me?\nCustomer: It's been over 2 years.  How do I do that.  Are there instructions somewhere?  When I try to connect t it keeps saying unable to connect to wifi or internet\nCustomer: Sure I will screenshot you what I'm talking about.\nCustomer: I'm trying to screen shot but it wont let me.  first screen says reconnect device then when i select that it says unable to reconnect while offline, but my wifi is on \nCustomer: How do I reconnect the device.  Please walk me through it\nCustomer: I dont know the initial setup process\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: Ok.let me look\nHuman Agent: Thank you \nCustomer: Zmd13fvfa214818\nCustomer: Sorry thats vda214818\nCustomer: I unplugged and plugged it back but no green light\nCustomer: Green light is blinking\nHuman Agent: Okay\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code.\n\nCustomer: Hellooooo\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code.\nHuman Agent: Let me know if you see the message"]
["Customer: Set up\nCustomer: Will not find my wifi \nCustomer: Camera will not find wifi \nCustomer: Real person \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 16ff17202391\nHuman Agent: Thank you. Could you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Green \nCustomer: Then flashing green \nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Set up\nCustomer: I can’t get camera to connect to wifi\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to connect? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: I am unable to configure my pivot camera, the ZMD_SAP wifi does not appear\nCustomer: -1\nCustomer: even if I restart or reset the camera, the wifi does not show up\nCustomer: Can I talk to support?\nCustomer: Hello, earlier I tried to update the pivot camera, but it was still running after 2 hours so I guess it failed somehow. The camera became unreachable. I tried to reset the camera but I am unable to configure it\nCustomer: the wifi does not show up and the QR code doesn't work either, nothing happens\nHuman Agent:  Could you unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it back in?\nCustomer: flashing green\nHuman Agent: Can you please unplug the camera and plug it back in?\nCustomer: yes\nCustomer: it seems to boot normally: solid green then flashing green\nHuman Agent: The light should not be flashing green right when you plug it in. So please unplug the camera, plug it back in, and let me know what light you see on the camera when you plug it in.\nHuman Agent: Okay, good. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD12GF15223905\nHuman Agent: Thank you. When the light is flashing green, you will want to check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'? Let the list of available networks refresh for a minute as it may take a few tries for it to appear.\nCustomer: the wifi still doesn't show up\nCustomer: I tried a dozen times already, and also to reset a few times the camera\nHuman Agent: Okay, just look for a minute. The Zink setup is the only way to setup that camera unless you have another camera that you can setup. So if it does not show up in the list of available networks, then that means the camera is not working properly and it will not be able to be setup. \nCustomer: what are the options then? because the factory reset does not restore the device into a working state\nHuman Agent: There is not another option to setup the camera directly. If you have another camera, then you may be able to try to setup that other camera with this camera plugged in nearby. The cameras can try to look for other cameras to give them Wi-Fi information when they are initially setup.\nCustomer: sadly I do not have another camera...\nHuman Agent: You can try using another phone, tablet, or computer to see if you can see the ZMD_SAP network on that device. It will just need to be within a couple of feet of the camera. The ZMD_SAP network is coming from the camera and it does not broadcast very far.\nCustomer: I am right next to the camera and I tried to detect the wifi with 3 different phones\nHuman Agent: Then, unfortunately, there is nothing else that can be done since the ZMD_SAP network is required to setup the camera. Since the camera is not broadcasting it, the camera is not working properly and there is not another way to set it up.\nCustomer: is there another way to reset the camera, apart from touching the top for a few seconds?\nHuman Agent: No, that is how the camera is reset.\nCustomer: then the camera play a sound but does not reboot by itself\nCustomer: it have to unplug and replug it\nHuman Agent: Unfortunately, without the ZMD_SAP network, there is not another way to setup the camera. Do you have any questions?\nCustomer: I guess not... Thank you\nHuman Agent: You're welcome. And I am sorry, I wish I had a better answer, but the only setup for that camera is the Zink setup, which requires the ZMD_SAP network to communicate with the camera."]
["Customer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD17A8I7204663"]
["Customer: I am trying to get my meShare cameras reactivated. I get as far as showing the QR code on my iPhone to the camera.  I get no response, my cameras may be to old \nCustomer: Nothing happens\nCustomer: I need further assistance \nCustomer: The meShare camera doesn’t recognize the WR code\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you send me the cameras Model and ID number as well I will lookup info on it. the ID will start with ZMD or GSG on the sticker\nCustomer: Where do I find that \nHuman Agent: the ID will start with ZMD or GSG on the sticker on the camera\nCustomer: Ok \nCustomer: ZMD24HVH9002685\nHuman Agent: For that camera the only setup it will use is the QR code setup. When you look at the lights on that camera, what color are they and are they flashing or solid? \nCustomer: Green solid\nCustomer: Now  nothing \nHuman Agent: Okay, can you cover the front of the camera and make it dark then tell me if the red IR lights come on at all?\nCustomer: Just went to Green flashing \nHuman Agent: Okay, watch it for a bit longer, let me know if the lights change again to a solid green, if after 1 minute nothing changes then I will have you try the QR setup with the camera to see how it reacts and to see if it comes online or not. \nCustomer: Yes red light came on \nCustomer: The green light came on it’s flashing \nE \nHuman Agent: Okay it hasn't gone to a solid green again on its own right?\nCustomer: It’s still flashing \nCustomer: Right \nCustomer: It is still flashing green\nHuman Agent: Okay, go through the QR code setup now\nHuman Agent: If it fails take a screenshot of the QR code and send it to me and then tell me how the lights on the camera reacted to the setup.\nCustomer: Ok \nHuman Agent: Okay\nCustomer: It’s still glazing green.  I got a screen that said name the device and add password. It didn’t to anything \nHuman Agent: Can you take a screenshot of the page and send it to me so I can see how it looks for you?\nCustomer: I don’t have the screen that said add device name\nHuman Agent: That's fine, can you just send me a screenshot of the page you get stuck on from the setup, or send me a screenshot of the QR code?\nCustomer: Ok\nHuman Agent: Okay\nCustomer: D/static_file/bc55265766_1_20250228151421.jpeg\nHuman Agent: That's not the QR code I'm talking about, that just a barcode. Have you not been able to go through the QR code setup on the Meshare app? \nHuman Agent: D/static_file/ec50c30ff4_1_20250228151618.png\nHuman Agent: This is the QR code you would scan in the me share app setup page to begin the setup, At the end of the setup another QR code will generate then you would show that generated QR code to the camera to try to get it online. \nCustomer: I’ll try another\nCustomer: D/static_file/98dec86e45_1_20250228151736.jpg\nHuman Agent: Thats also not a QR code, thats A BAR code. Read the messages I sent above then try the setup. \nCustomer: Is the bar code only on the camera\nHuman Agent: I sent info above, no its not a barcode youa re trying to scan.\nHuman Agent: You would scan a QR code in on the meshare app from the start up guide booklet, if you do not have that then you can scan this QR code in the meshare setup area to begin the setup, then once you get tot he end it will generate a special QR code that you would then show to the camera to get the camera online. \nHuman Agent: D/static_file/fe7f67e93d_1_20250228152146.png"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Cant connect\nCustomer: Live agent\nCustomer: Hi\nCustomer: Are you a bot?\nHuman Agent: No, I am not. How can I assist you?\nCustomer: Good\nCustomer: I changed recently the network and now i cannot reconnect the camera\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/d59cb54cc3_1_20241213131826.jpg\nHuman Agent: It looks like you sent a picture, but the picture is not coming through. Can you try sending it again or can you type out the Device ID?\nCustomer: Ok\nCustomer: model:ZP-IDK2H-W\nCustomer: ZMD14FEF7000003\nHuman Agent: Thank you, the Device ID is what I needed.\nHuman Agent: It looks like that camera is already connected to a Wi-Fi network. Do you still have your old network or any Wi-Fi extenders?\nCustomer: Ohhhh\nCustomer: How about now\nHuman Agent: Because what you would want to do is do a LAN Search in the app. Your phone will need to be connected to the same network (old router, new router, or extender) in order to add it to your account.\nHuman Agent: You are going to need to give me more information. What did you do?\nCustomer: Just turn off old modem\nCustomer: Deleted the camera from the app\nHuman Agent: Okay, what light do you see on the camera with your old router turned off?\nHuman Agent: The camera was already deleted from your app.\nCustomer: Solid blue\nHuman Agent: That means it is connected to a Wi-Fi network. And your old router is currently unplugged from power?\nCustomer: off\nCustomer: No power\nHuman Agent: Then it is connected to the new router or a Wi-Fi extender. So you will want to do the LAN Search in your app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: Ok\nCustomer: No advance\nCustomer: Is it possible to hard reset?\nHuman Agent: What did you see on the app when you did the LAN Search?\nCustomer: I did all of rhe above\nCustomer: Not found\nCustomer: D/static_file/545d5be402_1_20241213133120.png\nCustomer: Also the link\nHuman Agent: Okay, that is Zink setup, not the LAN Search in your app.\nHuman Agent: So you are in the wrong place.\nCustomer: i did the link and the lan\nHuman Agent: The Zink setup is not going to do anything for the camera. The camera is already connected and it does not use the Zink setup if it was not connected anyway.\nHuman Agent: I synced and restarted the camera. You will see the light on the camera change as it reboots.\nCustomer: I heard the noise and green light. Now solid blue\nCustomer: What should i do now\nHuman Agent: When it finishes rebooting and reconnects, the light will be solid blue again. When it is, try the LAN Search again. You may need to tap on Search Again a few times as it can take a couple minutes to find the device after it reconnects.\nCustomer: Ok i will\nCustomer: Good \nCustomer: Ready\nCustomer: Thanks\nHuman Agent: You're welcome. Do you have any questions?\nCustomer: Happy holidays\nCustomer: Thats it\nHuman Agent: Thank you. You have a happy holidays, as well."]
["Customer: Why would I get time out\nCustomer: Agent \nHuman Agent: How can I assist you?\nCustomer: Hi I have xfinity and I am have trouble viewing the cameras it says timeout\nHuman Agent: Are you trying to connect the cameras to your Wi-Fi network?\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Yes but some time it connect to the zap I missed spell this word but yes and then it knock the my wifi name iff\nCustomer: Can't you look on my app\nHuman Agent: You have multiple cameras and may have removed cameras from your account. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nHuman Agent: Are you there with the cameras?\nCustomer: The camera are up and I have to go get them I have two new cameras the one I had I took off please don't treat me like I am stupid\nHuman Agent: I am not treating you like you are stupid. I am just asking for the Device ID for a camera that you are trying to setup so that I can look up the device and get more information on that camera.\nCustomer: I gave been connect on a free trial\nHuman Agent: The Free Trial is for continuous recording to the cloud. That is separate from the cameras being offline and needing to be connected to the Wi-Fi network. The cameras are not able to record to the cloud when they are not connected to the Wi-Fi network.\nCustomer: Ok I am on disability are you the boss \nHuman Agent: No, I am not the supervisor. If you need assistance connecting the camera to your Wi-Fi network, you will need to go to the camera and I would need to know which camera you are working with here.\nHuman Agent: Can you unplug the camera, plug it back in, and tell me what light you see on the camera?\nCustomer: Ok would you please get me your supervisor or have him call me \nHuman Agent: Hello, My name is Marcela. I am the Customer Care Manager. One moment while I finish reading the chat. \nHuman Agent: I am going to need some information from the camera to be able to help. \nHuman Agent: Specifically the camera ID and what color the indicator light is on the camera. \nHuman Agent: Are you there?"]
["Customer: Troubleshooting\nCustomer: I’ve tried all the things listed to get my third camera recording again still nothing \nCustomer: I need to speak to someone \nCustomer: I need a real person\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: The camera is mounted on my house I would have to get on ladder, is there another way?\nHuman Agent: Are you trying to setup a camera? The third camera enabled on your subscription is offline and not bound to your account.\nCustomer: I’m only having problems with 1 camera, the other 2 are still subscribed \nHuman Agent: I understand. That is why I am asking for the information on that camera. To confirm we are looking at the same camera and so that I can walk you through setting up the camera.\nCustomer: I’ll reach back out tomorrow, thanks \nHuman Agent: Are you trying to connect the camera to your Wi-Fi network? Or are you having trouble with one of the cameras already on your account?\nHuman Agent: Alright, please contact us again tomorrow and we would be happy to assist."]
["Customer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera you are trying to setup or one that was used in the past? can you send me the cameras Model and ID number as well I will lookup info on it. the ID will start with ZMD or GSG on the sticker not the fccid."]
["Customer: Set up\nCustomer: Cameras won't connect\nCustomer: Not connecting \nCustomer: Need customer assistance \nCustomer: Customer service number\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Customer service\n\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: I have a camera i deleted from my app and would like to add back using a different wifi. Trued many times without success. When camera is near old wifi, it connects, blue light gies solid. but since it is not in my app i can't see it. I moved away from the old wifi now blinks blue then green but times out. Options?\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Camera is labeled ZM17H4IF900597\nCustomer: ZMD17H4IF900597\nHuman Agent: Thank you. Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Green\nCustomer: Now flashing green then blue\nHuman Agent: Is the light solid green or flashing green?\nCustomer: Flashing green then blue\nHuman Agent: The light is flashing green for a while and then flashing blue for a while and then back to green? Or is it flashing green with a solid blue light behind it?\nCustomer: Alternating blue and green\nCustomer: Sorry. Blue is solid behind with green flashing.\nHuman Agent: Thank you. That means the camera is connected to a Wi-Fi network, but is not getting internet access. Can you unplug the old router or Wi-Fi extender that the camera was connected to?\nCustomer: I am 500 yards from the old wifi and none of devices near me can see that wifi. I can but will have to drive down to another building. Can it pickup the wifi that far away?\nHuman Agent: It is connecting to something and that network is not giving the camera internet. Can you unplug the router that you have at the current location and look at the light with the router unplugged?"]
["Customer: Technician\nCustomer: Troubleshooting\nCustomer: Customer service \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: D/static_file/ba43e8eec5_1_20241104151222.jpeg\nCustomer: This camera\nCustomer: I need help with adding this camera\nCustomer: D/static_file/15e3891a13_1_20241104151249.jpeg\nCustomer: Hello\nCustomer: Hello\nHuman Agent: Okay, One moment while I look up this camera for you, is it already set up and online or are you needing help with the setup?\nCustomer: Need help with the set up\nCustomer: It currently has blinking green\nCustomer: I tried to scan the qr code. It goes to blinking blue for a moment then goes back to green\nHuman Agent: Do you have an android or an apple phone?\nHuman Agent: are you able to take another photo of the sticker for me up-close? I'm having trouble making out the ZMD number to look up this device properly. \nCustomer: Can u please type faster\nCustomer: Hello\nHuman Agent: Hello, did see my previous message? I Said \"are you able to take another photo of the sticker for me up-close? I'm having trouble making out the ZMD number to look up this device properly.\""]
["Customer: Set up\nCustomer: I cant connect to ZMD_SAP \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: I cant find it in WiFi \nHuman Agent: You cannot find what in your wifi?\nCustomer: No \nCustomer: I Changed internet \nHuman Agent: I'm unsure what you're saying no to. I understand that changed. To set the devices back up on the new network you would need to follow the QR code instructions I provided. I will send them again below. Please let me know if you have a question or need further assistance with some part of the instructions. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Our camera worked for 2 days and then stopped. We have tried reconnecting it with the QR emblem and it doesn’t work \nCustomer: ITS NOT WORKING \nCustomer: I need to talk to a live agent \nCustomer: Set up\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD19G4IH402110\nHuman Agent: So that camera is already online, so you will want to add it with a LAN Search in the app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Smartz Eaze app and tap on Devices and tap on Add Device. Then tap on the four squares in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: Let me try that\nCustomer: It says no existing devices found on the LAN\nHuman Agent: Alright, let me sync and restart the camera. If you watch the light in the camera you will see it change to a solid green, then it will reboot and reconnect. When the light changes back to a solid blue, try the LAN Search again. You may need to tap on Search Again a few times as it can take a couple of minutes for the app to find it after the camera reconnects.\nCustomer: Still waiting for it to connect but the camera has a solid blue background with a red ring in front\n\nHuman Agent: The solid blue light means it is connected.\nCustomer: Still says no existing devices on the lan\nHuman Agent: Okay, can you unplug the camera and leave it unplugged for me? I will try to add it back to your account manually.\nCustomer: It’s unplugged \nHuman Agent: Alright, please give me a minute.\nCustomer: Ok\nHuman Agent: Alright, I added it back to your account. You can plug the camera back in now.\nCustomer: Ok what now\nHuman Agent: You can plug the camera back in and view it. You may want to restart the app so that it will update if it does not show the camera.\nCustomer: It's solid blue but still not found on lan\n\nHuman Agent: Yes, that is because I added it to your account.\nCustomer: How do you restart the app\nHuman Agent: You close the app completely, not just minimize it, and then open it again. You can also restart the phone or tablet.\nCustomer: Thank you it is working \nHuman Agent: You're welcome."]
["Customer: I rest my device because new wifi how can I connect to it\nCustomer: It's not that easy I have tried also i have a zmodo camera \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: I need to speak with an agent \nCustomer: Okay \nHuman Agent: How can I assist you?\nCustomer: I need add my camera but it's not connecting \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD19121H403237\nCustomer: ZMD19121H402737\nHuman Agent: Thank you. Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Okay \nHuman Agent: Okay, lets work with one camera at a time. Which camera are you starting with?\nCustomer: ZMD19121H403237\n\nCustomer: Flashing green light \nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\n\nWhen you do the setup, hold the phone screen close to the camera lens and pull it back. Watch the light in the camera closely and let me know if the light changes.\nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the camera?"]
["Customer: Por favor tengo días que tengo problemas con las cámaras me gustaría hablar con alguien \nCustomer: Las cámaras están en azul pero no funcionan \nCustomer: Agent \nHuman Agent: Hola, te has comunicado con atención al cliente. Te habla Marcela. ¿Podrías darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras.\nCustomer: ZMD19A4IH521213\nHuman Agent: Gracias\nHuman Agent: ¿La cámara está en azul fijo o parpadea en azul?\nCustomer: Azul fijo \nHuman Agent: ¿Puedes desenchufar la cámara, esperar 30 segundos y luego volver a enchufarla? Avísame si ves alguna luz después.\nCustomer: Cambio a verde \nHuman Agent: Bien, démosle 30 segundos para ver si se vuelve azul fijo.\nCustomer: Ya está en azul de nuevo \nCustomer: Todos los dispositivos están igual y no funcionan \nHuman Agent: ¿Puedes presionar el signo más en la parte superior derecha y, en la parte inferior, seleccionar la opción que dice \"¿La cámara con cable o la cámara wifi ya están en azul fijo? Toca aquí para agregarla\", toca allí y avísame si muestra la(s) cámara(s).\nCustomer: No funciona \nHuman Agent: ¿Está conectada la antena a la cámara?\nCustomer: Si ningún dispositivo funciona \nHuman Agent: ¿Puedes reiniciar el enrutador en este momento?\nCustomer: Cuál es el enrutador \nHuman Agent: El dispositivo que proporciona el wifi en la zona.\nCustomer: Ok\nCustomer: Ya lo hice nada funciona \nHuman Agent: ¿Las cámaras han vuelto a estar en azul fijo?\nCustomer: La cámara que le di la ID está en colores y las otras en azul \nHuman Agent: Sí, entiendo que está desconectada, pero si se quedan en azul fijo, significa que están conectadas a una señal wifi que no tiene Internet. ¿Puedes desconectar el enrutador y decirme si las cámaras permanecen en azul fijo o si se ponen en verde?\nCustomer: Ya desconecte y están en verde \nHuman Agent: ¿Todas?\nCustomer: Si todas \nHuman Agent: Está bien, por favor vuelve a enchufar el enrutador.\nCustomer: Listo \nHuman Agent: Una vez que el enrutador esté completamente en línea, avíseme si las cámaras se ponen en azul. ¿Alguna de las redes que produce el enrutador está marcada como guest?\nCustomer: Ya están en azul \nHuman Agent: Okay \nHuman Agent: Entrada 3 y entrada 2 Tambien? \nCustomer: Si están en azul \nHuman Agent: ¿Puedes ver a los demás además de esas dos?\nCustomer: Sala y parking 2 ya están funcionando \nCustomer: Entrada principal funciona \nCustomer: Patio funciona \nHuman Agent: Para esta prueba, asegúrate de que tu teléfono esté conectado a la red wifi de 2,4 GHz de tu casa. Luego, ve a Google y busca \"speedtest\" y toca \"Ejecutar speedtest\" en azul. Cuéntame qué obtienes por hacer ping, descargar y cargar.\nCustomer: Dame unos minutos por favor \nHuman Agent: Okay\nCustomer: Solo encuentro speed test by ookla\nHuman Agent: Ese también está bien.\nCustomer: Ya lo hice \nHuman Agent: Genial lo que muestra para ping, descargar y cargar.\nCustomer: No entiendo en Ping sale número 26 y después 228\nHuman Agent: ¿Puedes enviarme una foto de los resultados?\nCustomer: D/static_file/24833d7547_1_20240920171815.jpg\nHuman Agent: ¿Puedes ver la entrada 2? ¿Alguna de las cámaras en la transmisión en vivo tiene retrasos o el tiempo se detiene y comienza a correr?\nCustomer: Las transmisiones están al mismo tiempo mismo minuto \nHuman Agent: ¿Todos estos dispositivos están conectados directamente a la toma de pared con el cable de alimentación provisto?\nHuman Agent: Pude volver a agregar ZMD19A4IH521213. Si cierra la aplicación y la abre nuevamente, debería verlo bajo el nombre del smart device. \nCustomer: Solo falta que funcione la de la entrada 3 y la cámara que le di el ID\nCustomer: Si ya está funcionando \nHuman Agent: Muy bien. ¿Hay algo más en lo que podamos ayudar?\nCustomer: La cámara de la entrada 3 no me funciona \nHuman Agent: ¿Es ese azul fijo? ¿Este dispositivo está conectado directamente a la toma de corriente de pared con el cable de alimentación provisto?\nCustomer: Alimentación provisto \nHuman Agent: ¿Puedes desenchufar la cámara, esperar 30 segundos y luego volver a enchufarla? Avísame si ves alguna luz después.\nCustomer: Deme unos minutos por favor \nCustomer: No funciona \nCustomer: Lo tengo muchas gracias por su ayuda \nHuman Agent: que pase un buen dia"]
["Customer: Troubleshooting\nCustomer: How do I reset my internet\nCustomer: I have a new internet password and need to update for cameras\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: So I have to do every camera all over again?\nHuman Agent: Yes you will need to set them back up"]
["Customer: Camera update failed message\nCustomer: Talk to a representative \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Currently all the cameras on this account are offline, it will not be able to update successfully while offline. \nHuman Agent: Are you able to get close to any of the cameras to see what the lights are doing? I would like to know what color they are and if they are flashing or solid at all\nCustomer: Hi Kylie I need your help!\nI recently switched Wi-Fi router and haven’t been able to connect cameras to the new Wi-Fi! Are you able to connect them for me?\nCustomer: Yes one moment let me go outside and check the lights\nHuman Agent: Okay\nCustomer: No lights at all\nCustomer: It has a blinking small green light\nHuman Agent: Okay, that means the camera is in setup mode. First you would want to reboot all the cameras by unplugging and plugging them in then you would go through the setup to reconnect the cameras to the network. \nCustomer: How do I do the setup to reconnect?\nHuman Agent: The cameras may use the QR code or the Zink setup. If you can do the QR setup when one camera connects it will send the signal around it to try to connect the others around it so I recommend trying that setup first so that you have the likelihood of multiple connecting at once to occur. \nHuman Agent: Here is the QR code setup steps. \n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\nCustomer: So I only need to do this with one camera and it will link the rest? Or do I have to go scan each individually camera?\nHuman Agent: you may have to do the setup with multiple if they don't all connect from one connecting, but if you reboot then do the setup its more likely for multiple to connect at once once one connects. \nCustomer: Ok, if I need further assistance there’s no number to call?\nHuman Agent: We do not have an inbound number to call, but we do have outbound calling but its done via schedule\nCustomer: Ok thank you I will try this and if I need more assistance I’ll get back on the app thank you! Is the app support 24/7\nHuman Agent: the chat support is 24/7, however we only have live rep support from 9AM-6PM central time Mon-Fri\nCustomer: Are you still here?"]
["Customer: Troubleshooting\nCustomer: I just changed Internet companies and ever since then my cameras do not link to the Internet. I cannot get them to work. Could you help me figure this out?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Hello - I need to update the WiFi on my cameras but I am not seeing that option. Can you advise? \nCustomer: I already deleted one camera and tried re-adding. But it keeps failing and telling me to re check the WiFi password. The password is correct. I’ve tried for 2 days now and it won’t work \nCustomer: I have tried all those methoxs\nCustomer: I have tried all of those methods suggested\nCustomer: I got a new WiFi router. I am trying to reconnect the cameras. I have tried power cycling and double checked the WiFi password several times. It’s still failing to connect and work. \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. For the cameras on your account, front would use the Zink setup while the other two can use the Zink setup or QR setup. I would personally recommend using the QR setup with those two as if successful, it would then pull other nearby cameras online. For the one that was deleted I would need to know the ID to give more direct advice. I would generally recommend not to delete them when setting them back up as it is not needed. I'll include QR instructions for the two I mentioned below along with advice on what to do if it fails. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: The QR code method has not worked at all for the deleted device\nCustomer: So try the zink method with the other cameras? \nHuman Agent: I do not know the set up method for the deleted device so far so it may not be compatible with it. I can check if you're able to provide the device ID listed on the device. The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. But yes, QR would be fine for the two I noted. \nHuman Agent: And then Zink on the one named front. \nHuman Agent: Though I would lead with the QR cameras since they may pull on the Zink cameras without needing to go through setup for them separately if they're at all near each other. \nCustomer: How do I reset the cameras using the zink link? I don’t see an option in settings\nHuman Agent: For the Zink cameras, you would do the Zink setup. Though I would wait until you have done the two QR cameras as they may pull the Zink ones online when you connect them. Additionally, you need to be within 10 feet of the device during the Zink setup and beyond unplugging the other cameras, you have no way to directly control which you're doing set up for so unless you have them all together, you may need to do them one at a time if doing this set up method. Zink instructions are listed below. \n\nIn order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\nCustomer: D/static_file/843e87c18c_1_20241125172303.png\nCustomer: D/static_file/d91b78bbed_1_20241125172310.png\nHuman Agent: Was there a question you had about the settings for that device?\nCustomer: The cameras are already on my system. I need to update the WiFi but these are my only options on the settings \nCustomer: D/static_file/9e7d11b21f_1_20241125172403.png\nHuman Agent: You would need to follow the instructions in my previous messages in order to set them up on the wifi network. You would not need to do anything from your settings. I'll post the QR code instructions again below which can be used on Front Door and Cheeze-It. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: I need help setting up my camera \nCustomer: Can someone give me a call \nHuman Agent: Hi my name is Wendy.  The camera you are wanting to setup, is it new? or has it been setup before?\nCustomer: It’s new \nHuman Agent: what is the model of camera?\nCustomer: Can someone call me or give me the phone number \nHuman Agent: first I would need to know the model of camera you are needing help with\nCustomer: Can you please help me \nHuman Agent: What is the model of camera you are wanting to setup?  The model will be listed on a sticker on the camera.\nCustomer: I have the blue light now on my camera \nHuman Agent: What is the device ID on the camera? the ID will be listed on a sticker on the camera and start with ZMD or GSG.\nWhat is the model of camera you are wanting to setup?  The model will be listed on a sticker on the camera.\nHuman Agent: if easier attach clear pictures of the stickers on the camera\nCustomer: D/static_file/f96080837e_1_20240918164509.jpg\nHuman Agent: What is the ID that is listed directly on the camera you are wanting to setup please?\nHuman Agent: D/static_file/81334d4bae_1_20240918164606.png\nCustomer: I need the phone number please \nHuman Agent: It will look similar to this picture\nCustomer: Am asking for customer service phone number \n\nHuman Agent: I can schedule a callback for tomorrow Sept 19 10am-12pm CT or 1pm-5pm CT but I would need to know the device ID on the camera you are needing help with along with your US phone number and best time available for the callback\nHuman Agent: We do not offer inbound calls but I can schedule a callback for you with the info needed"]
["Customer: New WiFi \nCustomer: Connect cameras to new WiFi\n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: Cam doesnt recognize barcode\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: I can’t get my cameras set up to my new wifi \nCustomer: What’s the process I’ve tried connecting by zink and it shows unable to connect\nCustomer: It keeps saying unable to connect to network\nCustomer: When I try connecting to the ZMD_sap it says unable to connect to network\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: We had to update our Wi-Fi today and now my cameras are not compatible with something. Do I need to change the password and if I do I need help.\nCustomer: OK, will give it a try thank you\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Agent\nCustomer: Camera released from someone else need added to my account\nHuman Agent: Hello, you've reached customer care, my name is Kylie, I recieved a response from the previous owner and jsut sent you an email now to notify you of the unbind, it was successfully unbound \nHuman Agent: you may now add it to your own account if you wish. \nCustomer: I will try now \nHuman Agent: Okay, let me know if you have any trouble adding it. \nCustomer: Stil womt work\nHuman Agent: Okay, I can add the device to the account for you, I jsut have to assign it a name, what would you like for me to name it?\nCustomer: Hope\nHuman Agent: Okay, One momenjt while I work on adding the device to the account for you. \nCustomer: Thank you \nHuman Agent: I jsut added it now, you may have to refresh the app for it to show but it will be among your devices now. \nCustomer: Thank you for everything \nHuman Agent: Is there anything else I can assist you with today?\nCustomer: Hero its perfect.\nHuman Agent: No problem, happy to help and im glad the previous owners responded in a timely manner for you. If you ever need assistance in the future don't hesitate to reach out to us.  Have a Beautiful day"]
["Customer: Live agent\nHuman Agent: How can I assist you?\nCustomer: WiFi switched can’t reconnect cameras\nCustomer: Hello?\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Live agent\nCustomer: D/static_file/6b68cdd7cd_1_20241119100456.jpg\nHuman Agent: That camera is currently online. Do you still have your old Wi-Fi network?\nCustomer: 13GTEDO02091\nCustomer: I have 3 different cameras\nCustomer: New WiFi network \nCustomer: Currently cameras offline\nHuman Agent: I understand you are trying to connect it to a new network. That camera is already online, which means it is connected to a Wi-Fi network. Do you have your old Wi-Fi network still? Or did you remove the router that had your old Wi-Fi network?\nCustomer: I tried scanning QR code to add cameras but did not connect \nCustomer: Removed router already \nHuman Agent: Okay, if you do not have the old network, then that means that the camera is connected to the new network and it is online already.\nCustomer: It isn’t \nCustomer: That’s why I’m calling!\nCustomer: Shows camera offline in app\nHuman Agent: Do you see the camera named \"Sales Floor\" listed in your app?\nCustomer: Ok that one is on. Other two are not\nCustomer: D/static_file/f1c3b20f77_1_20241119101018.jpg\nHuman Agent: Alright, can you unplug that camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: D/static_file/b7a5ca1a8f_1_20241119101116.jpg\nCustomer: This is the other one \nHuman Agent: Lets work with one camera at a time. Which camera are you working with?\nCustomer: The latest picture I sent you\nCustomer: White one \nCustomer: It’s unplugged \nHuman Agent: Alright, can you unplug that camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Green\nCustomer: Blinking\nHuman Agent: Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Didn’t work \nHuman Agent: Okay, can you try showing the QR Code again, this time, hold the phone screen close to the Zmodo camera lens and slowly pull it back. While you are doing that, watch the light in the camera closely and let me know if it changes from the flashing green light at any point.\nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the Zmodo camera?\nCustomer: Still blinking green no change \nCustomer: D/static_file/c485d0611a_1_20241119102510.png\nHuman Agent: It did not change at any point? To a flashing blue or the green light just stopped flashing? It may change back to a flashing green after that, which is why you would want to watch closely while showing the camera the QR Code.\nCustomer: Only green blinking\nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Did not come up\nCustomer: D/static_file/8eacc2c42b_1_20241119102846.png\nHuman Agent: Okay, so that may mean that the camera is connected to a Wi-Fi network but not getting internet. And there will also be a blue light in the camera, but it may be hard to see it based on how the camera is mounted.\nHuman Agent: Do you still have your old router there with you?\nHuman Agent: Do you have any Wi-Fi extenders or a mesh network?\nCustomer: Let’s work on the other one \nHuman Agent: Can you unplug that camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: Ok got the white one working and connected. \nCustomer: Green blinking light now no light on the last camera\nHuman Agent: Alright, if there is no light, then it may just be that the blue light is burnt out or difficult to see on that camera. Can you watch the light on it for a minute and let me know if it changes back for a few seconds to a flashing green?\nCustomer: Yes flashing green now \nHuman Agent: Alright, then when the light changes to a flashing green, try the QR Code setup with the camera. \nCustomer: No luck\nHuman Agent: What light do you see on the camera?\nCustomer: Flashing green\nCustomer: No light now \nHuman Agent: Okay, when it next changes to flashing green again, try holding the phone screen close to the camera lens and pull it back."]
["Customer: Troubleshooting\nCustomer: I need to add the wifi, \nHuman Agent: Hello, you've reached customer care, my name is Kylie. If you have changed the wifi name,. password, or router to reconnect the camera you will have to go through the setup to reconnect the camera and give it the new/changed wifi info."]
["Customer: Agent \nCustomer: Agent\nCustomer: I reset camara blinking lights green comes I scan code it said sucesful then it goes to red ligth\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I have this Camara working before and it stop working so I deleted it and now I can’t set up again \nCustomer: D/static_file/83f62ca2ef_1_20250217094213.jpg\nCustomer: D/static_file/85b1b2a04e_1_20250217094231.jpg\nCustomer: D/static_file/aeea7da70d_1_20250217094341.jpg\nHuman Agent: Thank you. Can you please turn the camera off, turn it back on, and tell me what light you see when you power the camera back on?\nCustomer: Red\nCustomer: I disconet and connet again stay red\nHuman Agent: Okay, lets turn off the camera first. Can you please power off the camera and power it back on? There should be a power button on the camera.\nCustomer: D/static_file/a755e869d0_1_20250217094601.jpg\nCustomer: Blinping\nCustomer: Green\nCustomer: Still blinking green with the red on the back ground \nCustomer: Now is red again \nCustomer: Are you there?\nHuman Agent: Did you do the QR Code setup to change the light or did it change automatically?\nCustomer: Automatically \nCustomer: Off then on and light blinking came up\nCustomer: Now is off\nHuman Agent: You turned the camera back off? Or just the light turned off on its own?\nCustomer: D/static_file/e47ce9ff4b_1_20250217095027.jpg\nCustomer: On it own\nHuman Agent: Can you try powering the camera on and unplug it from the charging cable and see what the camera does?\nCustomer: Ok\nCustomer: Green blinking \nCustomer: That is what it does\nHuman Agent: No change from the blinking green when it is unplugged?\nCustomer: Ok I scan the code \nCustomer: Now is blinking blue\nCustomer: When truen green blinking I scan the code to add divice and then it turn blinking blue and it truns off automatically:(\nCustomer: :(\nHuman Agent: Okay, then you may want to let the camera charge for some time and then do the setup with the camera unplugged. The camera would need to be unplugged for setup and use.\nCustomer: So this camara can not be connected all the time?\nHuman Agent: No, it is a battery powered camera. You would unplug it when you want to use the camera.\nCustomer: How do I know it need Re chage\nCustomer: I am using it in my office \nCustomer: Do you have any othet camaras 2 way audio that will stay on all the time ? \nHuman Agent: When it is on your account, and you go to view the camera, it will notify you when the battery \nCustomer: Ok I will try that ones I let it charge \nHuman Agent: The Zmodo Mini Pro cameras are indoor cameras that have 2-way audio. The Mini Pro cameras are not battery powered, so would be required to be plugged in at all times.\n\nhttps://www.zmodo.com/1080p-indoor-wifi-camera\nCustomer: I have other camaras but they are no 2 way audios\nCustomer: D/static_file/06bc37cc48_1_20250217100122.jpg\nCustomer: Ok Thanks for the Help\nHuman Agent: The camera in that picture is one of the Zmodo Indoor/Outdoor cameras, and those cameras do not have 2-way audio.\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: I can't scan the 2nd camera whit the qr code\nCustomer: Ok\nHuman Agent: Hi my name is Wendy.  Is the 2nd camera you are wanting to setup new? or has it been setup before?\nCustomer: Thanks\nHuman Agent:  Is the 2nd camera you are wanting to setup new? or has it been setup before?\nCustomer: Is new\nHuman Agent: What is the model of camera?\nHuman Agent: the model will be listed on a sticker on the camera.\nCustomer: Zmodo\nHuman Agent: its a Zmodo brand camera?  Could you please also let me know the model of camera?\nCustomer: Hold on\nCustomer: Where's the model at\nHuman Agent: It will be on a sticker on the camera\nCustomer: Ok i got it\nHuman Agent: If easier please attach clear pictures of the stickers that are on the camera you are wanting to setup\nCustomer: SD-H2937-2-CR\nHuman Agent: Is this listed directly on the camera?\nHuman Agent: or is this on the camera listing where it was purchased?\n\nCustomer: The model on the sticker box is diferent then the one on the camera\nHuman Agent: what is the model that is listed on the camera\nCustomer: ZP-IBH27-W\nHuman Agent: ZP-IBH27-W cameras can use Zink or QR code setup.  Is the indicator light on the camera blinking green?\nCustomer: Yes\nHuman Agent: ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step."]
["Customer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: My new device is not scanning\nCustomer: How do I reach out to the agent?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera you are trying to setup or one that was used in the past? can you send me the cameras Model and ID number as well I will lookup info on it. the ID will start with ZMD or GSG on the sticker not the fccid. \n\nCustomer: Yes this is a new one I'm trying to connect and it's just not connecting no matter what we do. \nHuman Agent: Okay, can you send me the cameras Model and ID number I will lookup info on it.  The ID will start with ZMD or GSG on the sticker not the fccid. \nCustomer: Model : ZH-IXA2F-W\nSKU:-BC-H1001\nHuman Agent: Okay, this camera would use the QR code setup. When you look at the camera from the front does it have any lights on? If so what is the color of the light and are they and are the lights flashing or solid?\nCustomer: Sorry did I send the correct information?\nHuman Agent: You sent me the Model and the SKU but not the ID number, The ID will start with ZMD or GSG on the sticker not the fccid. \nHuman Agent: Did you see my message before your \"Sorry did I send the correct information?\" message at all? I asked a question about the cameras lights, if you dont see it jsut let me know and I can re send the message.\nCustomer: Where is the ID because I can't find it?\nCustomer: Yes sorry I just found it\nCustomer: ZMD19IBIK503407\nHuman Agent: OKay that cameras setup is the QR setup, When you look at the camera from the front does it have any lights on? If so what is the color of the light and are they and are the lights flashing or solid?\nCustomer: Solid red light \nHuman Agent: Okay, those are the night vision lights, do you not see any flashing green or blue lights at all?\nCustomer: No there's no other lights one at all just solid red. \nCustomer: My others always blink the blue/green to connect \nHuman Agent: Okay, I think the camera may not be on, On the back of the battery camera, to the left or right of the micro USB charging port there is a power button, press and hold that and watch the front, once you see the light react let go of the power button then wait and let me know if the lights flash green, blue, or red at all. \nCustomer: Ah okay it's flashing red and green \nHuman Agent: That's great news, now go through the QR code setup with the camera, let me know if you have any trouble with the setup along the way or have any questions. Also if you do get the device let me know as well\nCustomer: Okay it said connection successful  on the camera but it's still not connected now it's blinking blueish purplish and red\nHuman Agent: I looked up the account and it looks like ti added the device, are you able to try refreshing the app, then check the device list area and let me know if you can view it live? its the camera named Smart device right now. \nCustomer: Okay\nHuman Agent: Okay\nCustomer: I could see it live but it says connection timed out and it shut off again \nHuman Agent: Okay, Did you charge the device after you took it out from the box and opened it?\nCustomer: It's charging right now\nHuman Agent: Okay, Whenever the device is charging, it cant be set up since its conserving and drawing in power. What I would recommend doing is after about an hour of two of it charging, unplug the device, if its still only flashing use the reset button on the back of the camera (press and hold it until the lights react) then go back through the QR code setup while the camera again. \nCustomer: Okay thank you very much I appreciate it\nHuman Agent: You don't have to delete the device to set it up again, but when you do get through the setup it should let you name the camera so feel free to do that. If you ever want to change the name you can do so by clicking(or double tapping) on the camera live, click the settings gear on the top right corner, click the 3 dots in the top right corner, then tap on the name. This is also the same area you can change the time zone, reset the camera (if the camera is online you can use the in app reset) and delete it from the account. Be cautioned though when the camera is deleted from the app it will also cause it to reset if the device is online and it would need set up again."]
["Customer: changing wifi\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. \n\nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: I need to reset my camera's \nCustomer: How?\nCustomer: How i can reset my cámara \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Did you recently change your Wi-Fi name, password, or router at all?"]
["Customer: Set up\nCustomer: I switched cable company's I'm trying to get my cameras to work\nCustomer: 1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: I can’t get any of cameras working \nCustomer: I think internet setting got changed somehow \nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Hola habla español\nCustomer: Agente\nCustomer: Hola\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?\nCustomer: Necesito información proceso para cambiar la señal de wifi de mis dispositivos cámaras gracias \nHuman Agent: ¿Las cámaras para las que estás intentando cambiar el wifi están actualmente en línea en la otra red wifi o están fuera de línea?"]
["Customer: Set up\nCustomer: Set up\nCustomer: MY CAMERAS ARE NOT CONNECTING.\n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Which camera are you currently trying to connect and is it flashing green?\nCustomer: The camera is flashing Green.\n\nHuman Agent: Okay, and what is the name of the camera on your account?\nCustomer: D/static_file/4828087643_1_20241002160209.jpg\nCustomer: Basement\n\nHuman Agent: In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily."]
["Customer: Set up\nCustomer: Set up\nCustomer: I had it set up and switched  phone plans. I have doorbell system\nCustomer: 1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily."]
["Customer: having trouble setting up my new device\nCustomer: have tried the QR code, but no good\nCustomer: green a=and blue\nCustomer: flashes green then blue\nCustomer: no luck\nCustomer: still didn't work\nCustomer: tried it, but it wasn't successful\nCustomer: it wou;dn't complete the setup\nCustomer: unsuccessful setup\nCustomer: can I speak to an agent?\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: one minute to get it\nCustomer: ZMD18ADIH508408\nHuman Agent: Thank you. Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: need to step out to do it\nCustomer: green\nHuman Agent: Is it flashing green or solid green?\nCustomer: flashing green\nHuman Agent: Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\n\nHold the phone screen close to the camera and pull it back. Watch the light closely in the camera lens and let me know if it changes from the flashing green light.\nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the camera?\nCustomer: I have 2 passwords written down, can you confirm if it ends in 10# or 20#\nHuman Agent: I do not know your passwords.\nCustomer: or can I tell when I move to the next ;screen?\nHuman Agent: You would need to know what your Wi-Fi password is. The app does not know what your Wi-Fi password is.\nCustomer: got it. I was using the PW for my Zmodo acct instead of the NW PW\nCustomer: why is my app now showing \"Fee Trial Available, Activate Now\"\nCustomer: got it,k just backed out of it, thanks\nHuman Agent: You're welcome."]
["Customer: I got a new router and need to reconnect to my WiFi \nHuman Agent: Hello, my name is Grant. The indoor cameras on your account will use the QR Code setup and the outdoor camera will use the Zink setup.\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nHuman Agent: For the Zink setup click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera."]
["Customer: Troubleshooting\nCustomer: Light blinking green \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: I have a new Motorola wireless modem router. My Zmodo camera is unable to hook up with the 2.4 G router \nCustomer: Yes\nCustomer: The Ei-Fi can't find ZMD-SAP network\nCustomer: My phone not even showing the ZMD-SAP network\nCustomer: The camera is not generating ZMD-SAP wifi network\nCustomer: There is no ZMD-SAP wifi network showing in the list of wifi networks list\nCustomer: Are you a robot?\nCustomer: You are repeating the same answers\nCustomer: Set up\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: zmd1rf9e2248187\nCustomer: ZMD14F9E2248187\nHuman Agent: That camera uses the QR Code setup, not the Zink setup. So it will not make the ZMD_SAP network. Could you please unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: BLINKING GREEN LIGHT\nCustomer: Was steady first for a few seconds, now blinking\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: how do i scan the qr code as i am using the same phone for st up\nCustomer: Ok, i am holding the camera in front of the phone. how long it takes\nHuman Agent: Do you have the QR Code on your phone screen?\nCustomer: It worked. Thanks\nHuman Agent: You're welcome.\nCustomer: Thanks again"]
["Customer: Set up\nCustomer: How do I connect existing cameras to a new WiFi source \nHuman Agent: Hello, my name is Grant. You will do the initial QR Code setup with the new Wi-Fi information to connect the camera to a new Wi-Fi network."]
["Customer: Set up\nCustomer: I got a new phone and was wondering what the easiest way to set my cameras up would be?\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the device you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \n\nWe will be closing in 10 minutes at 6pm CT. I would be happy to continue to assist you until then, but the chat will close at that time. If you would like a callback, you may schedule one via the button below. If you would prefer an email follow up instead, please let me know and provide an email you would like me to reach out on tomorrow. \nCustomer: Let me check\nHuman Agent: Thanks. \nCustomer: Zmd14k9da27269\nHuman Agent: That seems to be missing a character. It should be 15 characters long. \nCustomer: Zmd14k9da27269\nHuman Agent: That still is only 14 characters. \nCustomer: Can someone call 6073683008\nHuman Agent: You would need to schedule a callback for a future date via the link I sent previously. I'll send it again. Ideally we will still need the ID though. You could possibly try sending a picture of it or taking a picture and then zooming in on it to see it more clearly. \nCustomer: It’s easier for me to read it off. I can barely see the numbers.\nHuman Agent: Okay, are you able to take a picture of it? You could then zoom in. \nCustomer: Yes\nHuman Agent: We are currently unavailable for live chat support, but you can reach out to us via email support@zmodo.com. Our new hours of availability are:\n\n- Monday to Friday: 9am to 12pm and 1pm to 6 pm CST\n* Excluding Holidays\n\nYou may also contact the chat outside of our hours again to speak to our AI chatbot Mira who can assist with some troubleshooting. I've also sent a callback scheduling form where you can click the button in the chat in order to schedule a callback for a future date if you'd prefer.\n\nThank you for understanding.\nCustomer: D/static_file/2a0ac01229_1_20250312180025.jpg"]
["Customer: Set up\nCustomer: How do I get to the page to set up the wifi\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Morning I have 2 Zmodo cameras 1 is working on my phone the other it working but not on my phone \nCustomer: Can you reset the camera I can’t \nCustomer: If I gave you the sereal number can you reset it ?\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: The camera is deleted from my app. But the camera still works it’s blue just like the other one I have \nHuman Agent: What is the ID on the camera?\nHuman Agent: Check the sticker on the device, which might start with ZMD or GSG. \nCustomer: Zk8-BFS23NM\nHuman Agent: The ID will be near this - the ID I'm looking for starts with ZMD\nCustomer: ZMD16FV17204821\nHuman Agent: ZMD16FVI7204821.   Make sure your phone is connected to 2.4GHz wifi (the same router that the cameras would connect to) then on the Zmodo app tap on the +sign in the upper right corner then tap near the bottom of the screen where it says \"tap here to add it\".\n\nCustomer: I tried don’t work it already connected I think it s hacked I would like you to reset it \nHuman Agent: Could you please unplug the camera from power?  Let me know when it has been unplugged.\nCustomer: It’s unplugged \nHuman Agent: You have ZMD16FVI7204821 unplugged?  Could you please attach a clear picture of the camera showing the lens along with a clear picture of the ID on the camera?\nHuman Agent: Nevermind, I see it went offline now.\nHuman Agent: are you wanting the camera connected to altongrant49@yahoo.com?\nCustomer: Yes\nHuman Agent: One moment\nCustomer: Ok\nHuman Agent: I have added the camera to your account.  Plug the camera in, when the light goes to solid blue check the app, you may need to refresh the screen but it is on your account now\nCustomer: Should I reset it and re do it in case it’s been hacked?\nHuman Agent: no\nHuman Agent: I just added it to your account\nCustomer: Ok\nHuman Agent: If you think someone else is logging in to your account with your username/password you would want to update your app password\nCustomer: Thank you so much it’s working \nHuman Agent: You're welcome"]
["Customer: Set up\nCustomer: We recently had to get a new router so the network changed and I can’t get these cameras to connect again\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: There is no zmd_sap wifi\n\nHuman Agent: Hi, I had not mentioned ZMD_SAP. You need to use the QR setup I provided information on. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: Unable to connect cameras after after new modem router\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like some of your cameras use QR setup and some use Zink. I would start with the QR ones (back door, Garage 3, and Garage 4) as they may also be able to pull the others online when you connect them so you have to do less setups. You'll first want to restart all of the cameras. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: Espeñol porfavor \nCustomer: Agent\nHuman Agent: ¿Cómo puedo ayudarle?\nCustomer: No puedo conectar la cámara zmodo \nHuman Agent: ¿Podrías darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD o GSG y debe estar en una etiqueta blanca en la cámara o en el soporte; normalmente está debajo de un código de barras.\nCustomer: ZMD12LGBC207390\nHuman Agent: Gracias. ¿Podrías desenchufar la cámara, volver a enchufarla y decirme qué luz ves en la cámara cuando la enchufas?\nCustomer: Ningún color\nHuman Agent: Se encenderá una luz en la parte superior de la cámara cuando esté encendida. Si no hay luz, es posible que no se encienda.\nHuman Agent: ¿La cámara está enchufada a un cable de extensión o a una regleta de enchufes? ¿O está enchufada directamente a una toma de pared?\nCustomer: En la parte superior prende una luz verde .y está enchufada directamente a una toma de pared \nHuman Agent: ¿Hay una luz? Eso es bueno. ¿La luz es verde fija o verde intermitente?\nCustomer: Intermitente \nCustomer: Y verde\nHuman Agent: ¿Podrías verificar la configuración de Wi-Fi de tu teléfono y ver si puedes localizar la red inalámbrica llamada 'ZMD_SAP'?"]
["Customer: Troubleshooting\nCustomer: Got a new wifi router and it's not connecting, I been at it for a hour, I have 3 cameras and no1 1 will connect \nCustomer: The wifi is working fine,everything works except these cameras \nCustomer: Green blinking lights\nCustomer: So what do I do?\nCustomer: My cameras won't connect to my.new router,everything else connected fine except my cameras \nCustomer: The router is fine\nCustomer: Everything is connected but the cameras \nCustomer: They are and blinking green\nCustomer: Well they won't connect \nCustomer: I bought a new wifi because my other 1 died,I hooked up 3 tvs and my alexa and the cameras will not connect to them\nCustomer: Duh\nCustomer: The router is fine\nCustomer: Wow you must be slow\nCustomer: What detail info do you want,everything is connected but the cameras......what do you not umderst5,???\nCustomer: About what\nCustomer: The cameras are blinking green light's, I been 8imches away trying to scan tje scanning code they want,they won't connect, what else do you need\nCustomer: Wow you are definitely a retarded huh \nCustomer: What ducking detailed info do you need\nCustomer: Put a supervisor on please cause boy you are slow or stupid \nCustomer: Iv jad these cameras for 3 years what info do you fucking want\nHuman Agent: You were talking with the AI Assistant, so it just did not understand the information you were typing in. \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I'm sorry for getting mad but she keeps asking me the same damn question \nHuman Agent: It is an AI Assistant.\nCustomer: Oh,I feel dumb....I'm so sorry\nCustomer: Model?\nHuman Agent: Not the Model. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Fccid\nCustomer: Or ic\nCustomer: I see now\nCustomer: It was on the back\nCustomer: Zmd12l54722690\nHuman Agent: That camera will use the Zink setup. Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Usually it's easy,but my wifi of 3 years died so I bought the nighthawk and trying to connect 3 cameras \nCustomer: Again I feel like a idiot fighting with a machine,I'm so sorry \nCustomer: I know the code is right because everything is gooked up but these 3 cameras \nHuman Agent: The camera does not use the QR Code setup. Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Hooked up not gooked up\nCustomer: It's there\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: Do I do 1 at a time or all 3?\nCustomer: All it was doing is circling forever \nCustomer: All my cameras have green flashing lights \nHuman Agent: You would do Zink for one device. I would recommend unplugging the other cameras and plugging in just one camera. Then try the Zink setup. What step are you getting to where it just circles?\nCustomer: Ok,all unplugged but 1,let try it,a d tha k you for helping \nCustomer: Still green,it keeps going back to my wifi\nCustomer: Om still here\nHuman Agent: Okay, so what step are you getting to in the Zink setup?\nCustomer: I sca. It 8 inches away and nothing \nHuman Agent: You are not doing the QR Code setup. You should not get a QR Code on your phone screen in the Zink setup.\nCustomer: I don't know if it matters but I bought one of the nighthawk that look like a seagull with wings.....is it 2 powerful do you think?.....I'm using the same modem,and I hooked up a few things already and there working just fine\nHuman Agent: No, I do not think your router is too powerful. It sounds like you have been doing the QR Code setup and not the Zink setup.\nHuman Agent: The Zink setup does not make a QR Code on your phone screen.\nCustomer: Yay i been doing that,that's the let the cameras read the code off my phone right?\nCustomer: I did this a few times and this one is tje hardest \nHuman Agent: Yes, if the camera used the QR Code setup. But this camera does not use the QR Code setup, so it will never read the QR Code from your phone screen. You need to do the Zink setup.\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nHuman Agent: The Live Chat support will be closing for the evening in 5 minutes. If we run out of time, then I will send you an invitation to schedule a callback appointment.\nCustomer: If that happens I'll just message you 2marro.....I tjank.you so much\nHuman Agent: You're welcome. I will send you an invitation to schedule a callback if you would like to. Our Live Chat support hours are Mon-Fri 9AM-12PM and 1PM-6PM CST."]
["Customer: Buen día, estoy tratando de configurar una cámara modelo ZP-IBH13-W, he intentado hacer la configuración con los diferentes métodos pero ninguno ha resultado. \nCustomer: Tiene un led parpadeante en color verde\nCustomer: He intentado todos los métodos de configuración y aún así no he podido\nCustomer: Agente\nCustomer: Muchas gracias\nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debería comenzar con ZMD y debería estar en una pegatina blanca en la cámara o en el soporte, normalmente debajo de un código de barras.\nCustomer: ZMD16I2I7204141\nHuman Agent: Gracias. ¿Puedes desconectar la cámara, volver a enchufarla y decirme qué luz ves en la cámara cuando la enchufas?\nCustomer: La cámara anteriorme estaba funcionando pero cambie de proveedor de Internet y a partir de ello ya no he podido configurarla, ya no conservo el empaque ni los manuales del equipo\nHuman Agent: Eso está bien. La cámara deberá configurarse con el método de configuración inicial para conectarse a una nueva red Wi-Fi. ¿Puedes desconectar la cámara, volver a enchufarla y decirme qué luz ves en la cámara cuando la enchufas?"]
["Customer: Change internet\nCustomer: where do I reset the device\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: My friend just gave me this camera and I like to update it and get it set up\nCustomer: Well it was green last night but now it ain't got a light on it\nCustomer: -1\nCustomer: Model:zp-1bh23-w\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device, can you send me all the cameras ID numbers. It will start with ZMD or GSG for the ID number, this si not the FCCID."]
["Customer: Call me\nCustomer: Call me\nCustomer: Call me\nCustomer: Thanks \nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: If You can help me please \nCustomer: D/static_file/71d90f6a11_1_20241219130412.jpg\nCustomer: I’m trying to add this it back. \nCustomer: I had taken it down a while ago and now I’m trying to set up in a different location. But am unable to\nHuman Agent: Okay, when its plugged in what color are the lights and are they flashing or solid?\nCustomer: Glazing green \nCustomer: Sorry. Flashing green \nHuman Agent: Okay, it looks like for that camera it may sue the QR code or Zinks setup.  Have you tried to do either of those setups with the camera?\nCustomer: Yes. Has no QR code.  And the Zink option keeps asking for  SSD?\nCustomer: SSID\nCustomer: I keep adding the WiFi name and password and says invalid \nHuman Agent: The SSID is the name of the wifi and then the password for the wifi.\nHuman Agent: Can you go through the QR code setup for me and after you enter in the Wi-Fi password to the end and the code generates can you take a screenshot and send it to me?\nCustomer: Ok.  The picture I sent doesn’t help?\nHuman Agent: I didn't get any screenshots from you, only a picture of the camera and that wont help with this part as it pertains to the setup for the info I want to review.\nCustomer: Ok give me a sec\nHuman Agent: Okay\nCustomer: D/static_file/2f240585e8_1_20241219131536.jpg\nHuman Agent: AH, I think I know the issue. Its currently buffering in the middle of the code which is covering part of it, the camera when your holding the code in front of it is not able to see the full code due to that.  Are you able to try the setup from another Mobile device at all?\nCustomer: D/static_file/0f728da7c3_1_20241219131830.jpeg\nCustomer: Sorry I had used an old phone to do it\nCustomer: I was afraid I would lose you \nHuman Agent: Okay, i found another issue, your currently not connected to your homes Wi-Fi, your connected to the ZMD_SAP network. You wont connect to that for the QWR setup that's only sued for the Zink setup. Connect to your homes Wi-Fi network then when the code generates let me know. \nCustomer: Ok let me try\nHuman Agent: Okay\nCustomer: D/static_file/22d47bbddc_1_20241219132246.png\nCustomer: How is this one?\nHuman Agent: This one as far as I can tell seems fine, try it with the camera, if it fails please let me know how the lights on the camera reacted to the code.\nCustomer: Ok it worked!! YAY!!\nCustomer: I tried that earlier but did work \nCustomer: Thank you so much!! \nHuman Agent: You are Absolutely legendary, that's fantastic. \nCustomer: Have an awesome day!\nHuman Agent: You as well, take care.\nCustomer: I can go eat my lunch now. lol. \nHuman Agent: Enjoy"]
["Customer: Set up\nCustomer: I cannot get my camera to set up\nCustomer: LED light is blue\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: One second\nHuman Agent: Thank you\nCustomer: ZMD13FHDA001684\nHuman Agent: Is the light solid blue or flashing blue? \nCustomer: Flashing blue at the moment\nCustomer: Now flashing green\nCustomer: Customer service set it up once before because of this same issue.\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code.\n\nHuman Agent: We cannot set up the camera remotely, it has to be set up via the QR code to connect it to WiFi. \nCustomer: We tried that last time. I will attempt again.\nHuman Agent: Let me know if the camera changes to only flashing blue, as that indicates it read the QR code and is attempting to connect. If it does not connect please send a screenshot of the QR code you are using. \nCustomer: Thank You, Thank you.  It worked. Perhaps that's how we got to connect the last time.Thank you. Are we able to purchase new cords for these cameras?A squirrel has chewed through mine.\nHuman Agent: I'm glad that worked! Yes if the power cord is for that model a replacement power supply can eb purchased here https://www.ebay.com/itm/374229394064\nCustomer: Thank you\nHuman Agent: You're welcome, is there anything else we can help with today?"]
["Customer: Set up\nCustomer: new wifi munber, how to change\nCustomer: Troubleshooting\nCustomer: how to reset device\nHuman Agent: Hello, my name is Grant. To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Set up\nCustomer: Hi, I’m trying to set up my 2 cameras for my mom on her phone. I have downloaded the app for her and registered but the cameras are not responding. Do I have to do something on my end? Delete the cameras from my account etc?\nCustomer: I would like to get help please \nCustomer: How do I remove the cameras from my account?\nCustomer: Okay I deleted both cameras \nCustomer: I’m unable to set up the cameras on my mom’s account \nCustomer: I need a live agent \nCustomer: Agent \nCustomer: Hi Grant\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I am trying to set up my 2 cameras for my mom on her phone and her account \nCustomer: 18L9I8204656\nCustomer: 17G8IG906710\nHuman Agent: Thank you. It looks like the camera is setup on the Wi-Fi network already. You will want to try to add it to the account with a LAN Search in the app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: One is solid blue but other is solid green \nCustomer: They are both blue now \nHuman Agent: Both cameras are showing online. One may have been solid green briefly if you unplugged it and plugged it back in.\nHuman Agent: Are you able to try the LAN Search in your app?\nCustomer: D/static_file/dbee614ea4_1_20250303132313.jpg\nHuman Agent: And you are there with the cameras and connected to the same Wi-Fi network, correct?\nCustomer: How do I connect the cameras to the wifi\nHuman Agent: They are connected to the Wi-Fi. Are you there with the cameras and connected to the same Wi-Fi network as the cameras?\nCustomer: Yes\nHuman Agent: I will sync and restart the cameras. You should see the light change to a solid green, flashing green, flashing blue, and then solid blue. When the light changes to solid blue again, try the LAN Search setup in the app again. You may need to tap on Search Again a couple of times as it can take a minute or two for the app to find the cameras once they reconnect.\nCustomer: Ok\nCustomer: I keep pressing search but nothing happens \nCustomer: Still nothing \nHuman Agent: There may be a setting on the router that is preventing other devices from being discovered. I can try to add them manually to an account. First, go back to the Home page of the app and then tap on the Me tab at the bottom right corner. Then tap on the email address or phone number at the top for the account information. Can you give me the account number that is there in the account details?\nHuman Agent: Then second, can you unplug the cameras and leave them unplugged while I try to bind them to the account?\nCustomer: 22192795\nCustomer: That’s the new account \nCustomer: Ok cameras are unplugged \nHuman Agent: Thank you. Please give me a couple of minutes to take a look here.\nCustomer: Sure \nHuman Agent: Alright, thank you for your patience. I have bound the cameras to the account. You can plug the cameras back in. You may need to restart the app to refresh it or wait a few minutes for it to update and show the cameras.\nCustomer: Okay they are both set up on the new account \nCustomer: Question \nCustomer: She will take the camera to her home and how will she set up with new wifi network?\nHuman Agent: You would do the QR Code setup to connect them to the Wi-Fi network.\nCustomer: So she will plug in the cameras at her home and wait until they are solid blue and then what happens?\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: She is 72 years old so she has no tech experience \nCustomer: Okay thanks \nHuman Agent: You're welcome.\nCustomer: Have a great day!\nHuman Agent: You have a good day, too."]
["Customer: I have the QR code on my phone, which has the camera on it so I can't scan the QR code that you're asking me to scan with the camera\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. The QR code is not meant to be scanned with your phone's camera, but instead with the camera you are trying to set up."]
["Customer: Can't get past the wifi screen on set up\nCustomer: Can't get past the wifi screen on Set up\nCustomer: I need more help\nCustomer: I need A person\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd19a4ih502447 \nHuman Agent: Thank you. Can you please unplug the camera, plug it back in, and let me know what light you see in the camera when you plug it in?\nCustomer: Flashing green\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Set up\nCustomer: How do I know which setup I should use?\nCustomer: Green flashing\n\nCustomer: That still doesn’t tell me which setup I need to use\nCustomer: Green flashing\nCustomer: Will not join zmd_sap\nCustomer: How do I get it to connect\nCustomer: ZMD_SAP does not show up as available WiFi network\nCustomer: Do you have a real person in customer service that I can speak with?\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/a57813cafb_1_20250129090404.jpg\nHuman Agent: Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: I have six cameras\nCustomer: Green\nHuman Agent: Is the light solid green or flashing green?\nCustomer: Flashing\nHuman Agent: And is it just a flashing green light? There is not a blue light in the camera behind the green light?\nCustomer: Yes, there is a blue light. I can see when the green light flashes.\nHuman Agent: Alright, that means that the camera is connected to a Wi-Fi network, but the Wi-Fi network is not giving the camera internet access. Have you changed your router, your Wi-Fi name and password, or your internet provider recently?\nCustomer: We did change Internet provider\nCustomer: And  a new router\nHuman Agent: Do you still have your old router?\nCustomer: No\nHuman Agent: Do you have any Wi-Fi extenders?\nCustomer: No\nHuman Agent: Alright, then can you unplug your router and with it unplugged, take a look at the light in the camera?\nCustomer: Still blinking, green and blue\nHuman Agent: Alright, if your new router is still unplugged, then that means you have another router or Wi-Fi extender that is making a Wi-Fi network.\nCustomer: D/static_file/3157d0ddaa_1_20250129091529.jpg\nCustomer: D/static_file/24fb32dd6f_1_20250129091611.jpg\nCustomer: Hello\nHuman Agent: Yes, did you receive my previous message? Alright, if your new router is still unplugged, then that means you have another router or Wi-Fi extender that is making a Wi-Fi network.\nCustomer: I unplugged the satellite completely\nCustomer: So now there is only one router\nHuman Agent: Is the router still plugged in to power?\nCustomer: Ok we have three of the six I will see if we can get w\nThe rest. Thank you!\nHuman Agent: You're welcome."]
["Customer: How do I reset my camera \nCustomer: Where is reset button \nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, my name is Grant. The camera on your account will use the QR Code setup.\nHuman Agent: Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: I just changed my WiFi, how do I reconnect my cameras\nCustomer: Send me the steps\nCustomer: Steps to Set up to reconnect to my WFi\nHuman Agent: Hello, my name is Grant. To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I do not remember the initial set up process when I first install the cameras. Send me the steps\nHuman Agent: Did you receive my message with the QR Code setup instructions? I will send that message again in case it did not go through.\nHuman Agent: Hello, my name is Grant. To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Set up\nCustomer: Can I speak to an agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I want to connect my camera to wifi \nCustomer: But the camera is not scanning the QR code\nCustomer: Are you still there?\nHuman Agent: Yes, I am here. Is this a new camera or a camera that has been setup before in the past?"]
["Customer: Troubleshooting\nCustomer: Having trouble connecting device. How do I get from 5ghz to 2.4 so the set will continue? Keeps saying I'm not connected to my wifi but I am\n\nHuman Agent: Hello, my name is Grant. When you try to do the QR Code setup, does it say \"Using Cellular Data\" at the bottom of the screen on the step that you get stuck on?"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: My cameras aren’t loading and haven’t for a few days now \nHuman Agent: Hello, my name is Grant. The cameras on your account are offline, which means they are not getting internet access.\nCustomer: How do  I fix that \nHuman Agent: There are several potential reasons the cameras could be offline. First, have you changed your router, Wi-Fi name and password, or your internet provider recently?\nCustomer: I think it might have gotten reset but it’s the same everything \nHuman Agent: Alright, the cameras may need to be setup again. Are you there with the cameras at this time?\nCustomer: I can’t find anywhere to change the WiFi \nHuman Agent: You would do the initial setup. Are you there with the cameras at this time?\nCustomer: Yes \nHuman Agent: Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Yeah I’ll try one now \nCustomer: It showing green after plugging it back in\nCustomer: Blinkin green now \nHuman Agent: To set up the camera you will use the QR code method. Open the app and tap on Devices and then tap on Add Device. Follow on-screen instructions and the app will ask for your Wi-Fi password. A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: So i have to re add them all again? \nHuman Agent: If the light is flashing green, that means that the camera is ready for setup.\nCustomer: Okay. I had them working and running for about 7 months. So i just re add them like the beginning \nHuman Agent: You would just follow the setup process."]
["Customer: Hello \nCustomer: I need reconfigurated My camera \nCustomer: I need chance the wifi red \nCustomer: I need chance the email \nCustomer: I hace te serial number My camera \nHuman Agent: Hello, my name is Grant. Are you trying to connect your camera to a new Wi-Fi network?\nCustomer: Yes \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd12jt68254113\nCustomer: This si the id \nHuman Agent: Alright, it looks like that camera has not been setup before. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: The light is green \nHuman Agent: Is the light solid green or flashing green?\nCustomer: Flashing green \nHuman Agent: Could you please check your phone's Wi-Fi settings and see if you can locate the wireless network named 'ZMD_SAP'?"]
["Customer: Troubleshooting\nCustomer: Reset camera\nCustomer: Reset device from different account \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device to see what kind of account its bound to first, can you send me all the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid."]
["Customer: Hi\nCustomer: Set up\nCustomer: Agent \nCustomer: Agent \nCustomer: Hi\nCustomer: Hello \nHuman Agent: Can you send a screenshot of the QR Code that you are showing to the Zmodo camera?"]
["Customer: I can't set up\n\nCustomer: Blinking green light \nCustomer: More help\nCustomer: Agent \nCustomer: Agent \nCustomer: Thanks\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera or one that was previously used? \nCustomer: Previously used\nHuman Agent: Okay, can you send em the cameras Model and ID number, the ID wills tart with ZMD and be on the cameras sticker.\nCustomer: Okay\nHuman Agent: Okay\nCustomer: Model  is: ZH-IXY1D\nCustomer: ZMD13E5E2000298\nHuman Agent: Okay one moment\nCustomer: Okay\nHuman Agent: This camera may use the Zink setup or the QR setup. There is a test you can try to see which one. You would make sure that only this camera is plugged in, if it has been plugged in for a while you would unplug and plug it in again, Once you do that you would get close with your phone to the camera and go into the phones Wi-Fi settings, there you will look and see if there is a Wi-Fi network named ZMD-SAP if you see that then the camera would use the Zink setup, if you do not then it uses the QR setup. Just let me know what happens then I can send you the setup for QR or for Zink. \nCustomer: Okay\nHuman Agent: Okay\nCustomer: I see the ZMD-SAP\nCustomer: I tried the QT setup ,but it seems the camera doesn't read it\nCustomer: Hello?\nHuman Agent: Okay, lets have you try the Zink setup\nHuman Agent: Zink Setup \n\n1.Check Network Compatibility:\n\nEnsure that the W-iFi network you want to connect the camera/s to, is operating on the 2.4GHz frequency.\n\n\n\n2.Access Zink Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the Zink option.\n\n\n\n3.Initiate Installation:\n\nEnter the number of devices you are trying to set up, tap on the check mark or next.\n\n\n\n4.Connecting to the ZMD_SAP\n\nTap on \"Tap Here to begin set up\" follow the onscreen instructions. The phone may warn you this network has no internet.\n\n\n\n5.Wi-Fi Password Entry:\n\nThe app will prompt you to select or enter your Wi-Fi name (SSID) and enter the Wi-Fi password. Remember the Wi-Fi and password are case sensitive.\nCustomer: It didn't work \nHuman Agent: Did you get through to the end of the setup or?\nCustomer: It didn't let me connect at all, it said connection failed \nHuman Agent: Do you have an android or an apple phone?\nCustomer: Android \nHuman Agent: Okay, sometimes it can take a few tries to connect to the ZMD_SAP network because it has no itnernet on that signal (its just for communicating with the camera), try connecting to it in your phones Wi-Fi settings first then start the setup. \nCustomer: Okay \nHuman Agent: Okay\nCustomer: I get the code but the camera don't read it \nHuman Agent: There is no code during the Zink setup. We would have to use the Zink setup. \nCustomer: QR Code\n\nHuman Agent: No, you would have to use Zink. \nCustomer: How\nHuman Agent: The camera would only support QR code setup once it is updated. Currently your only way you may set it up is Zink. You would use the instructions sent previously. I'll send instructions here as well. \nHuman Agent: In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\n\nHuman Agent: You had said before you didn't get connected to ZMD_SAP at all and that it had said connection failed so it had been recommended to try to connect a few more times. You'll also want to be within 10 feet of the camera when doing that. \nCustomer: Okay, let me try again\nHuman Agent: Okay. \nCustomer: I have a question\nHuman Agent: Sure. \nCustomer: I was doing this on the ZMODO APP, then I was prompted to download another app SMARTZ, where do I do this? I have tried both.\nHuman Agent: You may continue to use the Zmodo app. \nHuman Agent: You would just need to follow the instructions sent previously for Zink setup. \nCustomer: Okay \nHuman Agent: Please let me know if you run into any other issues during the Zink setup. \nCustomer: Right after I put my password, it shows me the QR Code, and then obviously the camera don't read it\nHuman Agent: Yes, the camera is not reading it as the camera cannot use the QR setup and you would need to use the Zink setup instead that we have provided instructions for. You will need to quit the setup and go through the Zink setup instead."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: 6\nCustomer: The connection keeps timing out and won't setup camera\nCustomer: -1\nCustomer: Setup assistance \nCustomer: -1\nCustomer: Set up\nCustomer: Agent\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 19G1IHC13563\nHuman Agent: Thank you. Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Solid green light\nCustomer: Now flashing green\nCustomer: Hello?\nHuman Agent: Alright, then you can try the QR Code setup for the camera. When you show the QR Code to the camera, hold the phone screen close to the Zmodo camera lens and pull it back. Watch the light in the camera closely and let me know if it changes from the flashing green.\nCustomer: It just says connection times out\nCustomer: Light still flashing green \nHuman Agent: I am not worried about what it says on the app. We just want to try the QR Code setup by holding the phone screen close to the camera lens and slowly pulling it back. And you want to watch the light while you are showing the QR Code to the camera as it may change briefly from the flashing green,\nCustomer: Nothing changed \nHuman Agent: Can you send a screenshot of the QR Code that you are showing to the Zmodo camera?\nCustomer: I don't know. It won't allow me to attach it to you here. I did take a screenshot but it won't attach it. When I click the camera button nothing happens\nHuman Agent: If you are unable to attach it to the chat, then you can send an email to support@zmodo.com.\nCustomer: I have been using the z Moto app for years and just am getting around to installing these new cameras and it told me to download this app the smarties is that perhaps the problem?\nCustomer: Okay, I just sent it to that email address\nHuman Agent: Alright, let me take a look.\nHuman Agent: You can use the Smartz Eaze app or the Zmodo app. Both apps will work with the cameras.\nCustomer: Ok well can't get it to set up with either app unfortunately \nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Yup it's there, I tried that way too\nCustomer: I unfortunately have a meeting scheduled for 10:00 a.m. and I have been at this for 45 minutes now and it looks like my meeting is here so I can't continue this conversation even though I am now fully invested\nHuman Agent: Okay, you can contact us again when you have time. And I was not going to necesarrily have you try a different setup method, just to start by checking for the ZMD_SAP network."]
["Customer: Troubleshooting\nCustomer: One of my cameras are not connecting\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD16EQI7508187\nHuman Agent: Thank you. Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: OK, just did it and the light is showing green solid\nHuman Agent: Is the light still solid green? Or has it changed?\nCustomer: It’s green, but blinking\nHuman Agent: Okay, blinking green means it is ready for setup. To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: OK, I will have to take it down We’ll get back in touch with you thanks\nHuman Agent: You're welcome."]
["Customer: Camera is just blinking blue light\nCustomer: I need to talk to a human\nCustomer: I have talk on the phone to people several times before\nCustomer: Agent\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd17fwi8911792\nHuman Agent: Thank you . Can you unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: Green \nCustomer: Blinking now\nCustomer: Green\nHuman Agent: That means the camera is ready for setup.\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I did that like 5 times\nHuman Agent: Lets do it again. When you show the QR Code to the camera, hold the phone screen close to the camera and slowly pull it back. Let me know if the light on the camera changes. \nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the camera?\nCustomer: Nothing \nHuman Agent: Do you mean the light on the camera did not change?\nCustomer: Ok let me try\nCustomer: D/static_file/081b491141_1_20241115103955.jpg\nCustomer: It starts out green when I move camera slow it turns blue and I stop\nCustomer: Then it's says connection timed out\nHuman Agent: Okay, if the light is changing to flashing blue, then that means that the camera is reading the QR Code.\nCustomer: It goes from green to blue, then blue light blinks\nCustomer: I understand but then for about 9th time isn't says connection timed out\nHuman Agent: Can you go to the Wi-Fi settings on your phone and tap on the settings button next to your Wi-Fi network and then forget the network? That will disconnect you from the network and then it will show up in the list of available networks. You can tap on the network and then enter the Wi-Fi password to reconnect to the network.\nHuman Agent: Once you reconnect, then you can go back to the app and do the QR Code setup again. When the app asks for your password, make sure it shows the correct Wi-Fi network name since you will have forgotten the network and reconnected. Then enter the password you used to reconnect to the network after you forgot the network. There should be an eye icon that you can tap on to see the password to be sure there are no typos.\nCustomer: I have turn off mi wifi, my camera redid the whole process still nothing\nHuman Agent: No, you do not want to turn off the Wi-Fi on your phone.\nHuman Agent: You want to go in and forget the network.\nCustomer: I tried everything \nCustomer: This is ridiculous I should have to go thru all this, the rest of my cameras are working \nHuman Agent: Did you forget your network and disconnect from the network and then tap on it and enter your Wi-Fi password again to reconnect?\nHuman Agent: And we have not tried all of the troubleshooting yet.\nCustomer: It don't say anywhere forget network\nHuman Agent: Are you in your Wi-Fi settings? Is there a settings button next to your Wi-Fi network name? Or can you tap on your Wi-Fi network name?\nHuman Agent: Does it bring up settings and information about the Wi-Fi network?\nCustomer: No\nHuman Agent: Okay, what do you see in the Wi-Fi settings right now?\nCustomer: I have spectrum as internet\nHuman Agent: Okay, and are you in your Wi-Fi settings on your phone right now?\nCustomer: No\nCustomer: I have 5g and 2g it's connected to my 2g\nHuman Agent: Okay, can you go to your phone settings and go to your Wi-Fi settings?\nCustomer: Yea\nCustomer: And\nHuman Agent: Do you see your Wi-Fi network that you are connected to at the top?\nCustomer: Let me see\nCustomer: Ok I turned it off and slide it to on again\nHuman Agent: No, that is not what we are trying to do.\nHuman Agent: We are not turning the Wi-Fi off and on again.\nHuman Agent: Do you see your Wi-Fi network that you are connected to at the top?\nCustomer: I have no idea what you want me to do then\nHuman Agent: Okay, can you find the app on your phone that says Settings?\nCustomer: D/static_file/e22b2d4340_1_20241115111255.jpg\nHuman Agent: Can you tap on Forget at the bottom right?\nCustomer: I'm not putting that in that little trash can so I have to call spectrum to get it all set back up again, I been on the phone to lobg with a simple small camera trying to get it to work, all my others ones are working\nCustomer: No that sends that to trash\nHuman Agent: Wait, why would you have to call your internet provider to reconnect to your Wi-Fi network? Do you know the password to your Wi-Fi network?\nCustomer: Yes I know it\nHuman Agent: Okay, then after you forget the network, it will show up in the list of available networks and you can tap on it and enter the Wi-Fi password to reconnect to the network.\nHuman Agent: You may also be able to tap on the eye icon where it says Password to see the password and double check it.\nCustomer: I did that\nCustomer: Went thru the whole process of scanning qr code\nHuman Agent: You forgot the network and reconnected?\nCustomer: All I get for the 100th time connection timed out\nCustomer: Yes\nHuman Agent: Okay, good. You had not let me know, so I did not know that you had done that. And you had to enter your Wi-Fi password to reconnect your phone to your Wi-Fi network after you forgot it? And when you went back to the app, did you make a new QR Code and enter the same Wi-Fi password that you used to reconnect after you forgot the network?\nHuman Agent: Could you send a screenshot of the new QR Code that you are showing the camera?\nHuman Agent: Are you able to unplug the camera and plug it in next to the router?\nCustomer: No, I have never had to go thru this ever, I called actually talked to a PERSON/HUMAN AND they resolved it within 4m5 minutes\nCustomer: D/static_file/92b6175db1_1_20241115112331.jpg\nCustomer: D/static_file/6f14259351_1_20241115112334.jpg\nHuman Agent: I am trying to help you resolve the issue. That is why I am asking you to do these troubleshooting steps to get the camera connected. You are not able to move the camera next to the router?\nHuman Agent: You can tap on Schedule Call if you would like to make a callback appointment.\nCustomer: I'm close to it\nHuman Agent: Getting next to the router can often help for setup. When you were entering the password into the app for the QR Code setup, did you tap on the eye icon next to the password? Did it match what you typed in to reconnect to your network after you forgot the network? With all the same uppercase and lowercase letters?\nHuman Agent: The next thing to do would be restarting the router. Unplug the router for 30-60 seconds and then plug it back in. When the router is back up and your phone reconnects to the network, you will do the QR Code setup again.\nCustomer: Yes did pw correct\nHuman Agent: Just wanted to be sure because any typos could cause an issue. Also frequently people enter the password for their Zmodo account and not their Wi-Fi password.\nCustomer: Nope got it right, just attempted to scan qr code says of course connection timed out\nHuman Agent: It does not matter what it says on the app. It is fine that is says connection timed out. That is not what we are worried about. It is the light on the camera.\nHuman Agent: Did you restart the router?\nCustomer: It's green and blue\nHuman Agent: Like it is flashing green with a solid blue light behind it? Or it is flashing green and changes to flashing blue when you show the camera the QR Code and then changes back to flashing green when you stop showing the QR Code?\nCustomer: I start out on the QR code and it's green I move it slowly and then it goes to a blue blinking light it will not turn to a solid blue\nHuman Agent: Did you restart the router?\nCustomer: Yes\nCustomer: I give up\nHuman Agent: Alright, then the other things to try would be unplugging the camera and plugging it in next to the router and trying with another phone or tablet for the setup.\nCustomer: I will just go get another camera system, and won't recommend this kind to anyone.\nCustomer: Very frustrating \nHuman Agent: The camera is reading the QR Code, but then is having trouble communicating with the router. That is why we tested the password to make sure it was correct and you were not using the Zmodo password. Then restarting the router if it was potentially an issue with the router itself. The other potential issues could be it is not getting a good signal from the router to connect, so plugging the camera in next to the router would help with that. Or it could also be that there is an issue with a display setting or if there are any cracks or scratches in the phone screen that is causing the camera to not read the code correctly, which is why you can try with another phone or tablet.\nCustomer: Everything is working correctly but no 1 camera\nHuman Agent: We are going through these steps to figure out why the camera is not connecting and how to resolve that issue.\nCustomer: I get it\nHuman Agent: Right, so that is why you would need to go through the steps and why I have been asking the questions I have been asking and trying to get the answers. Because I cannot just tell you what is wrong without actually going through the steps.\nCustomer: It's blinking blue\nCustomer: Now blinking green\nHuman Agent: Alright, then the other things to try would be unplugging the camera and plugging it in next to the router and trying with another phone or tablet for the setup.\nCustomer: I don't have any other option"]
["Customer: Troubleshooting\nCustomer: Unable to connect to wifi\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Is this for the 3 on your account currently? If so, you may do so using the instructions below. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the solid blue camera you're trying to set up?"]
["Customer: It keeps \nblinking blue and won’t scan the we code\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you are setting up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nHuman Agent: We will be closing in 10 minutes at 6pm CT. I would be happy to continue to assist you until then, but the chat will close at that time. If you would like a callback, you may schedule one via the button below. If you would prefer an email follow up instead, please let me know and provide an email you would like me to reach out on tomorrow."]
["Customer: Troubleshooting\nCustomer: Solid blue light\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: can I chat with an agent ?\nCustomer: Hello Kylie... \nCustomer: last week or one before I was chatting with somebody from zmodo support\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: it was about this ZMD13HVED002742\nCustomer: the thing is that it connects to the wifi but it does not get an IP address\nCustomer: so when I connect it... it start green then flashing green then flashing blue then solid blue\nCustomer: then I verify my mesh account and see it connected to my wifi\nCustomer: but I do not see it in my app\nCustomer: by curios I saw the connection detail of the cammera in mesh I it does not shows an IP\nCustomer: all the other cameras I see the IP address\nCustomer: so...\nCustomer: I set a new wifi net\nCustomer: and Im able to add it to the new wifi... and everything is the same\nCustomer: now I have it connect... I see it solid blue... I see it connected in my mesh... but dont see it in my zmodo app \nCustomer: in mesh I see it did get an IP address\nCustomer: sorry for too much text... \nHuman Agent: Solid blue means it is connecting to a network, its appart of the routers job that it is the device that assigns the device an IP address. The camera is connecting to a network so it soudn slike ti is assigning it an IP so I dont think thats the issue here. \nCustomer: yes solid blue is connected to a network\nHuman Agent: Let me look up this particular device to see what the mdoel details are, one moment.\nCustomer: I have another camera exactly the same model\nCustomer: that one is working fine\nCustomer: D/static_file/c9d73c465e_1_20250206151052.jpg\nCustomer: it is like that one\nCustomer: the one with the problem is ZMD13HVED002742\nCustomer: 84:20:96:44:AB:9A\nHuman Agent: Okay, I looked up the device, its telling me its currently offline from my end, what this usually means is the camera is connecting to the network but the network it is connecting to is not allowing it to have access to the internet.  Are you able to check the routers firewall at all to try adjusting it or seeing if it tells you its blocking this device, each router can be different so im not able to help direct you on the routers settings themselves. \nCustomer: I already reviewed about the firewall \nCustomer: it is not filtering anything\nCustomer: I read something about the encryption \nCustomer: wep\nCustomer: I have several cameras connected with no problem\nHuman Agent: The cameras are devices that are encrypted.  Did you double check to make sure all the nodes in your mesh network near the camera are pushing out the network from them with internet properly?\nCustomer: in fact last week my internet prvoider changed my modem... so before and after that .. .same problem\nCustomer: In fact\nCustomer: I connected via no mesh\nCustomer: so directly to my modem\nCustomer: and same thing\nCustomer: in the mesh is where I realized it did not get any IP address\nCustomer: so.. Im able to add it to different wifi... but in all cases even if it get connected... I do not see it in my app\nHuman Agent: Okay thats good to know, I would like you to try a test with the camera. Can you unplug the router and leave it unplugged, after you do unplug it watch the lights of the camera to see how they react, I want to see if it drops offline where it flashes right away or if it stays solid blue while the router is unplugged. \nCustomer: I did it this morning.. what I did I changed the wifi password... everything connected went down.. this camera during that time ... the led turned green... then flashing green....\nCustomer: so, it is reacting\nCustomer: that is a fact.. it reacts under that scenario...\nCustomer: do you want me to do it again right now ?\nHuman Agent: Do you have a Wi-Fi network for the router and also a seperate wifi network that emits from the mesh nodes themselves?\nCustomer: that is correct.. .I have a wifi from my internet provider ( modem ) and the mesh is connected to that modem but emits a different wifi name\nCustomer: so I have two different wifis name\nCustomer: you want me to kill momentarily the wifi where the camera is connected to ? in this case is the mesh\nHuman Agent: Alright, lets have you try this: can you unplug the router, leave it unplugged so this one camera begins to flash, then go through the setup with the camera but make sure you use the Wi-Fi mesh networks information. After that when the camera turns solid blue again plug the main router back in. \nCustomer: let me understand\nCustomer: 1 unplug router\nCustomer: 2 my camera is currently connected to mesh no to router\nCustomer: doesn't matter that ?\nHuman Agent: That does matter and means those 2 cameras are connecting in a different way then the one camera we are having trouble with so I want to have you try and get this camera to connect to the mesh network not the main router to see if it will come online. \nCustomer: do you read me\nCustomer: ?\nHuman Agent: Yes I replied above, if you don't see my message I can resend it again. \nCustomer: I will do this now\nCustomer: Alright, lets have you try this: can you unplug the router, leave it unplugged so this one camera begins to flash, then go through the setup with the camera but make sure you use the Wi-Fi mesh networks information. After that when the camera turns solid blue again plug the main router back in. \nHuman Agent: Okay \nHuman Agent: Let me know if you have any trouble or questions along the way or when it has connected and is solid blue again also let me know."]
["Customer: Can not scan or code with the camara\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Hi. Having trouble adding my camera using the QR code. Keeps timing out. \nCustomer: Rrstarted the app and phone but still not working \nCustomer: Tried all of those steps. Still will not accept the QR code\n\nCustomer: Still not working \n\nCustomer: I need to speak to someone \nCustomer: Need a phone number to call for help\nCustomer: Thank you \nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nHuman Agent: If you want to work with me in the Live Chat support, then could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Can you add the cameras for me ? \nCustomer: D/static_file/d5787ad6dc_1_20250108112112.jpeg\nHuman Agent: I cannot connect the cameras remotely to your Wi-Fi network.\nCustomer: D/static_file/1950336a9a_1_20250108112131.jpeg\nHuman Agent: That camera will use the Zink setup. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Can you check to see if it was added. It hasn’t been used in a while so I couldn’t delete it. \nHuman Agent: That camera is not on your account currently.\nCustomer: Flashing green light\nHuman Agent: Could you please check your phone's Wi-Fi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Yes I see that \nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home Wi-Fi network name (SSID) and Wi-Fi password. Afterwards, you will need to connect your phone back to your home Wi-Fi network to access the camera.\nCustomer: Ok.  I’ll try that \nCustomer: I have tried what you said a couple times and I get failure message when trying to connect to the WiFi network. \nHuman Agent: You get a failure message when you try to connect to the ZMD_SAP network?\nCustomer: No. I can connect to that ok. When trying to connect to my wifi\nHuman Agent: Okay, do es the app ask you to select your Wi-Fi network and give you a list of networks to choose from?\nCustomer: No. I have to enter it \nHuman Agent: Okay, that may be part of the issue. Can you go to your phone settings and turn off your Cellular Data or Mobile Data?\nCustomer: Ok. Then try again ?\nHuman Agent: Yes, then you would try the Zink setup process again.\nCustomer: It did the same thing \nCustomer: I have used the QR code method it the past but that doesn’t seem to be working today \nCustomer: Any ideas for that?\nHuman Agent: Can you send a screenshot of the app screen and the error message you are getting?\nCustomer: For the zlink method? \nHuman Agent: The two cameras on your account right now use the QR Code setup. This camera is on an older firmware version, so it will still use the Zink setup to connect. Once you have it connected, then you can update it and it will use the QR Code setup after that.\nHuman Agent: Yes, for the Zink setup. That is the setup that the camera uses.\nCustomer: Ok. \nCustomer: D/static_file/a9b9212706_1_20250108114706.png\nCustomer: D/static_file/85094f0b5d_1_20250108114716.png\nCustomer: It tries then fails \nHuman Agent: Okay, and did you have to tap on Manual Setup to type the name of the Wi-Fi network?\nHuman Agent: Did you connect back to your Wi-Fi network after to send the screenshots?\nHuman Agent: Or are you using a different device for the setup?\nCustomer: Yes. I have to in order to send.  No same device. \nCustomer: No I wasn’t asked about manual setup \nHuman Agent: Then lets try restarting the camera again. Can you unplug the camera, leave it unplugged for 30 seconds and then plug it back in?\nCustomer: Ok\nHuman Agent: While the camera is rebooting, can you go to your Wi-Fi settings and double check the Wi-Fi network? Make sure that it is your 2.4 GHz network. Make sure the name has all the same uppercase and lowercase letters and if there are any spaces, dashes, or other characters in the Wi-Fi name.\nCustomer: Done. So now try again ?\nHuman Agent: Can you tap on the settings button next to your Wi-Fi network and tap on Forget this network? That will disconnect you from the network and it will show in the list of available networks. You can tap on it and enter the Wi-Fi network to reconnect to the network.\nHuman Agent: Then once reconnected, if you see the ZMD_SAP network now, then you can try the setup again.\nCustomer: Ok\nCustomer: It did the same thing. \nCustomer: Hi. Are you still there \nHuman Agent: Okay, we'll go ahead and try an alternate method. Please connect your phone to ZMD_SAP, open your internet browser (likely Safari on Apple devices), and then enter the following IP address into the address bar- 192.168.10.1:8087. If it loads, it will ask for an SSID, password, UserID, and Client count. SSID will be the name of your network and must be exactly as it shows in the wifi settings of your phone. Password is the password of the network. UserID you can put 0 and client count you can put 1. Then hit OK to submit. If it sends it properly, you should go to a page with small text that says result Ok along with other information. At that point, watch the camera to see if it goes to flashing blue and you may reconnect to your own wifi to let me know what happens. \nCustomer: Ok. Light is now solid blue\nHuman Agent: Wonderful, it is now online. What would you like it to be named?\nCustomer: Sheep Side pen\nHuman Agent: Okay, I've added it. If you do not see it in your device list, pull down to refresh on the app home page. You can then hit live to test it. It will have central time by default since that is my time zone so you can change that by hitting the gear in the top right of the live view, then the ... in the top right of that next page, then the time zone option. Just be careful not to reset or delete the device on that page. \nCustomer: Perfect. I see it now. I’m updating the firmware. Thank you. You’re the best. \nHuman Agent: No problem, is there anything else I can help you with for now?"]
["Customer: Troubleshooting\nCustomer: One of my cameras won’t go online\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Which camera are you trying to work on and what is it's current indicator light status? I'll need to know color of the indicator light and whether it is flashing or not."]
["Customer: Buenas tardes \nCustomer: Necesito retirar mi dispositivo y sincronizar de nuevo\nCustomer: No\nCustomer: Asesor\nCustomer: Agente\nCustomer: Gracias \nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD o GSG y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras.\nCustomer: D/static_file/624724b114_1_20250121094906.jpg\nHuman Agent: La ID del dispositivo estará en el soporte de esa cámara. Comenzará con ZMD."]
["Customer: Cambie de wifi y las cámaras no funcionan \nCustomer: Ya lo realice y no funciona \nCustomer: Cambie de WiFi e intentando configurar las cámaras y no funcionan \nCustomer: No funcionan \nCustomer: Las cámaras no funcionan \nCustomer: Si\nCustomer: Correo electrónico para escribir a soporte de zmodo\nCustomer: Las cámaras no funcionan \nCustomer: No funcionan y están conectadas\nCustomer: No se registran \nCustomer: Agente \nCustomer: Agente \nCustomer: Necesito ayuda con mos cámaras, cambie de WiFi, he realizado el mismo procedimiento para registrar las cámaras y no funcionan \nHuman Agent: ¿Cómo puedo ayudarte?\nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debería comenzar con ZMD y debería estar en una pegatina blanca en la cámara o en el soporte, normalmente debajo de un código de barras."]
["Customer: Hi....is there a maximun of cameras to conect to the app?\nCustomer: I have two cameras that canot conect\nCustomer: Can not conect the cameras\nCustomer: Yes\nCustomer: I still cant conect them\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are they two cameras already on your account? If so, what are their names?\n\nCustomer: MODEL: ZP-IBH15-W\nHuman Agent: Are they two cameras already on your account? If so, what are their names?\nCustomer: MODEL: ZH-IXU1F-W\nHuman Agent: Are they two cameras already on your account? If so, what are their names?\n\nCustomer: MODEL: ZP-IBH15-W\nMODEL: ZH-IXU1F-W\nCustomer: they are not on my account. I cant connect them to my account\nHuman Agent: Okay, what are the IDs of the cameras? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \nCustomer: ZMD13DLDA001952\n\nZMD13HND9003843\nHuman Agent: Thanks. What part of the Zink setup are you getting stuck on?\nCustomer: canot conect to the ZMD_SAP\nCustomer: i conect and its disconect\nCustomer: And it disapear the ZMD_SAP signal\nHuman Agent: Some phones will try to swap to other networks automatically when they see the network doesn't have internet access. We can prevent that by either forgetting or turning off autoreconnect on your other networks for now. Please go to your wifi settings to either forget or turn off autoreconnect on your other available wifi networks that are there. \nCustomer: Ok\nHuman Agent: Thanks. \nCustomer: I conect now to zmd\nHuman Agent: Okay, now that you are able to connect to ZMD, are you able to proceed through the setup? \nCustomer: I touxh \"press here to start configuration\" and canot fo on\nHuman Agent: Okay, so your phone connects to ZMD and doesn't swap, but it does not continue?\n\nCustomer: Yes.....i can go on from that page\nHuman Agent: Okay, in that case please make sure your phone's location setting is on and that the app is allowed the location permission. \nCustomer: Where i allow the permision\nHuman Agent: Are you on an android phone?\nCustomer: Yes\nHuman Agent: You can open your settings, go to apps, locate the app you're using for setup, go to permissions, then the location permission should be listed there. \nHuman Agent: Let me know if it is enabled. You also want the precise location enabled.\nHuman Agent: Any luck?"]
["Customer: Set up\nCustomer: Changed router and WiFi network and need to update cameras\nCustomer: Isn’t working\nCustomer: Can’t connect when going through setup\nCustomer: Zink setup and says unable to join\nCustomer: Not coming up as network to join \nCustomer: Still can’t join\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If nothing is coming up as a network for you to join, you may either be too far to pick up the network or the camera uses the QR code setup, or the camera is not getting any power. Do you see any lights coming from the cameras? if so what is the color and are they flashing or solid? \nCustomer: Flashing blue \nHuman Agent: Okay, Try the QR code setup instead of the Zink setup.\nHuman Agent: if its been a while since the cameras been rebooted I would also advise rebooting the camera then doing the setup. \nCustomer: I did try that already and it doesn’t do anything when I put the QR code in front of the camera \nCustomer: I have unplugged a camera a few times and plugged back in is that how you reboot\nHuman Agent: If there is no ZMD_SAP network then the only other setup would be the QR code setup. Yes that is how you reboot.\nCustomer: I will try qr again \nHuman Agent: Are you able to take a screenshot of the QR code and send it to me so I can review it and make sure there's not something stopping the camera from scanning it. \nCustomer: Got them working"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Camera stopped connecting \nCustomer: Blinks green\nCustomer: Other camera is working. The other one not working. Says WiFi connection try later \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: can I chat with an agent\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: Hello Dillon, I have this camera ZMD13HVED002742\nCustomer: but it is just solid blue but not listed in my app\nCustomer: everytime I plug it, even if I do anything else\nCustomer: it starts green, then flashing green then flashing blue then solid blue\nHuman Agent: It is listed in your app as livingroom1. That said though, it is currently offline. Do you possibly have it blocked or paused on your router?\nCustomer: it was added today by Zmodo agent but was offline\nCustomer: so tried to re-added and delete it \nCustomer: but not able do add it\nCustomer: even today when it was added... it was listed but offline\nCustomer: I restarted my router\nCustomer: my mesh\nCustomer: all the nodes and no success\nCustomer: every time I plug it .. it goes automatically to solid blue\nHuman Agent: It was on the account at the time of my last message, but it appears you deleted it now. In general I would not recommend deleting devices as it is not needed to set them back up and generally would make the process more complicated. \n\nWere you able to check what I inquired about regarding whether it is blocked or paused on your router?\nCustomer: sorry I deleted with the intention of test it again\nCustomer: the router is not blocking or paused it\nCustomer: I already checked that\nCustomer: so if you can re-add it and see if this time I can see it online\nCustomer: the thing is that I see added in my net... but even today when was listed.. it was offline\nCustomer: I see it in my net... I see it physically solid blue\nHuman Agent: Yes, it is not needed and will generally make it more difficult to set back up so in the future I would advise leaving it on the account. \n\nYou would not be able to see it if I readd it as it is offline. That would need to be resolved before you would be able to view it. Solid blue indicates it is connected, but it is not getting internet access. I see it was online briefly yesterday and on the 16th though.\n\nYou said you see it on your net, you mean that you can see this specific device as a connected device on your router?\nCustomer: so sorry... I learned that now ! it wont happen again.. i have a bunch of cameras...\nCustomer: I see it connected in my net\nCustomer: the MAC address is ended as ab:9a\nHuman Agent: No problem, I just wanted to let you know for the future. Was anything different yesterday or the 16th when it was able to go online? \nCustomer: what happened yesterday, I was notified that this camera was unbounded after 30 days\nCustomer: of waiting\nCustomer: so I plugged it yesteday\nCustomer: but thought it could still be linked to previous acocunt... so what I did was to reset it and removed it\nCustomer: then wasnt able to set it again :(\nCustomer: maybe it is still linked to previous account\nCustomer: mine is jcanzaldua@hotmail.com\nHuman Agent: It is not linked to the previous account. It was on your account until you deleted it a few minutes ago. The only issue at present is that it is not getting internet access on the network. Generally this is related to it being on a network with no internet (though that doesn't seem to be the case since you said you see it on the correct router) or being blocked by the router. Is this mesh system all you're using or are there any other routers on the network?\nCustomer: I have the modem provided my phone company... then I have a mesh system linked to the modem\nHuman Agent: Is it purely a modem or a modem router combo?\n\nCustomer: it is a combo, because I used to have just that modem without the mesh ( two years ago )\nCustomer: so if I remove the mesh.. I still have internet but using other wifi name\nCustomer: for any chance do you see some info from the net it is linked to ?\nCustomer: the modem wifi is infinitum---something... the one from the mesh is mesh_go... something\nCustomer: those are my two wifi names\nHuman Agent: I cannot see information on your wifi networks from my end unfortunately. Which network were you seeing the device as connected to? And had you confirmed it was this specific device in some way?\nCustomer: in mesh\nHuman Agent: Okay, do you have a windows computer connected to that network at all?\nCustomer: yes,,, it is the one Im chatting with you now\nHuman Agent: Okay, and are the other cameras on the mesh network or the main router?\nCustomer: I have some in the mesh.. .but no have cameras in the main router\nCustomer: I use IPCSearch\nCustomer: to see the ones that are available\nCustomer: and the way I see the \"bad\" camera islinked to the net.. is by the Eero ( Amaxon Mesh)  App\nHuman Agent: Okay, On your computer please go to https://files.zmodo.com/Software%20Files/NVR%20Tools/ and then download the ZBatch1.0.0.14.zip file. You can then unzip it and run the Zbatch program, go to the factory reset tab on the top, and then hit refresh which will show a list of your Zmodo devices. You can then match the device ID on the camera with the ID in this program to know which one, deselect all cameras on the left except this one, then hit factory reset in the bottom right. \nCustomer: D/static_file/06668d292d_1_20250121172833.jpg\nCustomer: D/static_file/2814abf53b_1_20250121172846.jpg\nCustomer: D/static_file/9629d2f116_1_20250121172855.jpg\nHuman Agent: After that you would need to set it back up. If it's a network issue or the device is blocked, we'll likely have the same issue, but this should help us to test. If you get the same issue, we may need to reset again and then could possibly try setting it up onto the main router instead if it is within range to see if that bypasses the issue. \nCustomer: Let me follow the instructions you just provided\nHuman Agent: Okay. \nCustomer: working on the instructions\nHuman Agent: Okay. \nCustomer: D/static_file/04f5f80665_1_20250121173415.jpg\nCustomer: I dont see it isted\nCustomer: let me swith in my pc from mesh to the main wifi\nCustomer: can i do so now ?\nHuman Agent: Yes, you'll need to refresh again in that program to see an updated list then. \nCustomer: i did refresh a few times under mesh\nCustomer: let me jump to the other wifi.... \nHuman Agent: Yes, I meant once you swap to the other network. \nHuman Agent: Okay. \nCustomer: but see no cameras listed in the other wifi\nHuman Agent: Okay, and is this the only camera not showing up when on the mesh network or are others also missing? I see you have more than 23 devices that are currently online, though I do not know if they're all at the same location. \nCustomer: all I have connected are listed\nCustomer: ah ok ok some of my cameras are in other house\nCustomer: but the one with the problem never being in my other house\nHuman Agent: Okay, would you be able to unplug the mesh nodes and check whether this camera returns to flashing on it's indicator light? \nCustomer: I can do so.. the thing I did today was just restarted but not unplug\nCustomer: think if I do so I will miss the comunication with you \nCustomer: if that happen can I contact you again in a new session ?\nHuman Agent: Okay, if it returns to flashing, you could then try to set it up on the other router to see if it will go online then at all. If you leave your computer connected to the main network, our conversation will not drop since that should still retain internet access. \nCustomer: I will unplug the mesh nodes... then by having just the main wifi... all the cameras will no be connected\nCustomer: let me swith in my pc the wifi\nHuman Agent: Okay. If the camera returns to flashing, let's try testing it on the main router by connecting it to that. \nHuman Agent: Once the mesh nodes are unplugged, I mean. \nCustomer: sure let me do so\nHuman Agent: Okay, thanks. \nCustomer: now my computer is in main wifi\nCustomer: hold \nHuman Agent: Okay. \nCustomer: hold\nHuman Agent: Sure. \nHuman Agent: We will be closing in 10 minutes at 6pm CT. I would be happy to continue to assist you until then, but the chat will close at that time. If you would like a callback, you may schedule one via the button below. If you would prefer an email follow up instead, please let me know and provide an email you would like me to reach out on tomorrow."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Connection time out sing on my camera\nCustomer: Connection time out sign on my camera. It is been like that for a while \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: I am unable to connect the new camera. May I please talk to a real person?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you are trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: The light is blinking green.\nCustomer: I need further assistance.\nCustomer: Trying to connect an additional camera. Not having any luck. \nCustomer: I tried all those options already. \nCustomer: Unable to connect a new camera to my existing system. \nHuman Agent: I apologize, the bot still seems to be in our chat. One moment. \nHuman Agent: Alright, it should be fixed now. What is the ID of the camera you are trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: ZMD19H3I8D02195\nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: I was already sent these instructions. Camera won't recognize the QR code.\nCustomer: D/static_file/6355eecd0e_1_20250213175112.jpg\nHuman Agent: Does it never blink blue? Were you able to get the QR code screenshot I requested? The QR code you've just sent is not what is described in the instructions and is not something used during setup. \nHuman Agent: If you were trying to show the QR code you sent, it would not work and you would need to use the one generated in the app during the instructions provided. \nCustomer: It goes to \"unknown ssid\"\nCustomer: It won't keep my network\nHuman Agent: Okay, that means you either have location turned off on your phone or have the location permission rejected for the app. Please make sure to turn on location and allow in for the app from your phone's settings. \nHuman Agent: We will be closing in 7 minutes at 6pm CT. I would be happy to continue to assist you until then, but the chat will close at that time. If you would like a callback, you may schedule one via the button below. If you would prefer an email follow up instead, please let me know and provide an email you would like me to reach out on tomorrow. \n\nCustomer: Ok, thanks. I will keep trying myself\nHuman Agent: I'd be happy to help until then. Please make sure location is on, location is allowed for the app, then check whether it then shows your network's name instead of unknown ssid. If so, please show the new QR code generated in the app to the camera. \nHuman Agent: We are currently unavailable for live chat support, but you can reach out to us via email support@funlux.com. Our new hours of availability are:\n\n- Monday to Friday: 9am to 12pm and 1pm to 6 pm CST\n* Excluding Holidays\n\nYou may also contact the chat outside of our hours again to speak to our AI chatbot Mira who can assist with some troubleshooting. I've also sent a callback scheduling form where you can click the button in the chat in order to schedule a callback for a future date if you'd prefer.\n\nThank you for understanding."]
["Customer: Set up\nCustomer: Attempting to set up the cameras it was set up originally it's still in my phone but for some reason it won't connect it's flashing green and then flashes blue\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Trying to reset the camera it shows up on my phone but there's no picture I plugged it in and plugged unplugged it and it's flashing blue not sure what to do next it's also goes to Green for a while and then back to Blue\nCustomer: Attempting everything that was suggested but is still to continue to go back to the same thing blue and green\nCustomer: How do I get a hold of customer support\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera or the name of the camera if it is already on your account that you are trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: ZMD 131CE2000045\nHuman Agent: Thanks. Hold in the reset button on the back until the device restarts. Once that is done, you'll want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: how can i change the internet on my cameras \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. \n\nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: yesterday you had me remove my back camera and do a new setup with it. I did this and got it to reconnect but then the front camera disconnect after doing so. So I removed the front camera and now trying to reconnect it and I can't get the flashing green light. After unplugging it for about 5 hours I get a full set of red lights and the little light at the bottom is blue instead of flashing green for setup.\nHuman Agent: Hi my name is Wendy.  What is the device ID on front camera?\nHuman Agent: The device ID will be on a sticker on the camera and it will start with ZMD or GSG\nCustomer: zmd16g9fd01503\nCustomer: that is the back one and the front I am going to guess is different and I will need to go get it.\nHuman Agent: ZMD16G9FD901503 is the ID for back camera.  What is the device ID for the camera you are needing help with?\nCustomer: the front\nHuman Agent: okay thank you\nHuman Agent: Only camera on your account is back camera.  Please let me know the device ID on front camera\nCustomer: zmd16g9fd901502\nHuman Agent: ZMD16G9FD901502 shows a solid blue light?\nCustomer: yes\nHuman Agent: you want it connected to this account right? dalemc1950@bellsouth.net?\nCustomer: yes, it was until I removed it yesterday\nHuman Agent: one moment and I will add it back to your account\nHuman Agent: If you refresh the screen or log out and back to your Zmodo app account you will see the camera on your account\nCustomer: back story, front worked but back quit working. Mira had me remove and add back the back camera and do a new setup. Once I did that it came back on but then the front camera didn't connect so now I am trying to get it reconnected after removing it and can't get it to go into flashing green light to reinstal\nHuman Agent: I added it back to your account.  If you refresh the screen or log out and back to your Zmodo app account you will see the camera on your account\nCustomer: ok, that worked, thanks\nHuman Agent: You're welcome\nCustomer: have a nice Christmas\nHuman Agent: You too! thank you :)"]
["Customer: Yes please help me set up a second camera \nCustomer: I have the second camera it was set at first until I changed the time and it disappeared \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: 19I2IH404855\nHuman Agent: Thanks, one moment as I look this up. \nHuman Agent: It looks like it's online, but not bound. What would you like it named? I could add it back on your account for you. \nCustomer: puddin2\nHuman Agent: Okay, I've added it. You should see it if you restart the app. The time defaults to our time zone though which is central time so if you would like to change it, you can go to Devices, tap the camera there, tap the name on that next page, then go to the time zone option. \nCustomer: What you mean by open a app\n\nCustomer: How do I restart my app what I do\nHuman Agent: You would close the app on your phone, then reopen it."]
["Customer: Where is the reset buttons on my camera\nCustomer: There not set up yet\nCustomer: Connection is where I need help\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Qould you be able to send the cameras Model and ID number? this will be on the cameras sticker and the ID will start with ZMD or GSG\nHuman Agent: I will need both in order to look up the details regarding resetting \nCustomer: Red green and blue light won’t scan the QR code and my camera color is white \nCustomer: That’s both cameras\nHuman Agent: I will still need the cameras Model and ID number first in order to assist you properly.\nCustomer: Model number is 2P-IBH27-W\nZMD19G4IH1404379\nCustomer: Hello"]
["Customer: Troubleshooting\nCustomer: How to connect new wifi\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: I have been trying to set up in the app. Wifi on to get my cameras working, and i'm having trouble\nCustomer: Hello\nHuman Agent: Okay, did you use the instructions I sent above? If so, were you able to get the screenshot of the QR code to provide? \nCustomer: Yes, i'm connected to the wifi here at home, but I cannot get the wi.Fi connected in the app\nHuman Agent: I'm unsure what you mean. Did you follow the instructions I sent for setting up your cameras via the QR setup method? If so, were you able to get the screenshot I requested? \nCustomer: I am connected to the wifi and am still unable to get a screenshot of the qr code\nCustomer: Every time I hold the phone up to the camera, it does nothing ask me to make sure that I am connected to the internet put in the password each time and it is still not working\nHuman Agent: Are you unsure how to take a screenshot or what sort of issue are you having with taking the screenshot? \nCustomer: I am pretty tech-savvy when I hold the phone up to the camera to scan the QR Code, it will not scan it. I do not hear a voice for me to continue or anything\nCustomer: It times out\nCustomer: I am also holding it eight inches away from the camera to the screen on the phone period not working\nHuman Agent: Okay, but what issue are you having with taking a screenshot of the QR code? Are you unsure how to take a screenshot or were you having some other issue? \nCustomer: No, it is not taking the photo of the QR Code. That's the problem. I cannot get past that next step\nCustomer: I am very sure how to take a screenshot\nHuman Agent: I'm requesting you take a screenshot of the QR code when you have it displayed so that I may assist you with troubleshooting by having you send that here. It sounds like you may have some form of misunderstanding regarding what I am requesting. \nCustomer: I am, I'm very sorry. I will take a screenshot of the q r code now.Give me just one moment\nHuman Agent: Okay, thank you. \nCustomer: D/static_file/f42c7e044d_1_20241111143708.jpg\nHuman Agent: Thanks. Could you try changing your phone over to light mode? Dark mode as you're currently using can sometimes cause issues with the scanning of the QR code. Outside of that, is the network you're using 2.4Ghz?\nCustomer: D/static_file/688f35fce9_1_20241111143842.jpg\nHuman Agent: Thanks. Could you try changing your phone over to light mode? Dark mode as you're currently using can sometimes cause issues with the scanning of the QR code. Outside of that, is the network you're using 2.4Ghz?\n\nCustomer: Okay, I'm going to do that now. Thank you so much for your patience\nHuman Agent: No problem. Once you've done that, let's try scanning the code with the camera again and see if it blinking blue at all or if it just stays blinking green. \nCustomer: That is another good point, as it's been blinking. Green, never blue. I'm going yet to another camera on the other side of the house. I have turned my settings to light mode hold one more moment, please.Thank you again so\nHuman Agent: No problem. Yes, only blinking green implies it is not seeing the code. Hopefully light mode will help resolve that here. Let me know if it does not though and we can troubleshoot further. \nCustomer: Success! But it's asking us to start a free trial. We should not be having to pay for anything\nHuman Agent: You can back out without starting a trial. The trial is for the optional cloud services. \nCustomer: We cannot thank you enough for your support.Have a wonderful day.Happy thanksgiving and merry christmas\nHuman Agent: No problem, you too!"]
["Customer: Troubleshooting\nCustomer: I've moved so I'm trying to set the cameras in different location and different wifi provider \nCustomer: I did \nCustomer: No option to change it\nCustomer: Can I use my girlfriend wifi?\nCustomer: I moved from Louisiana to Florida \nCustomer: But now the internet is on my girlfriend name with different provider \nCustomer: And\nCustomer: Can I talk on the phone?\nCustomer: -1\nCustomer: What?\nCustomer: Geez\nCustomer: Give me a person on the phone please \nCustomer: Troubleshooting\nHuman Agent: You would use the initial setup method to connect the camera to a new Wi-Fi network.\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Sure \nCustomer: Lol, it is a joke?\nCustomer: D/static_file/e39bd353ec_1_20240930155932.jpg\nHuman Agent: Thank you. That camera will use the QR Code setup. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Hold on\nCustomer: I'll send the pictures of the other 2\nHuman Agent: Lets start with the one camera.\nCustomer: D/static_file/30a8d5f183_1_20240930160316.jpg\nCustomer: D/static_file/c284d5fd9f_1_20240930160407.jpg\nHuman Agent: Okay, which camera are you working with?\nCustomer: ALL 3\nHuman Agent: I understand you want to setup all three, but we need to start with one of the cameras. So which camera are you working with?\nCustomer: The first one \nHuman Agent: Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: I unplugged them all and plugged back \nCustomer: No ligh\nHuman Agent: Okay, I am not worried about the other cameras yet. Lets stick with one camera right now.\nHuman Agent: There will be a green or blue light inside of the camera when it is powered on properly.\nHuman Agent: You may want to bring it down if you have it mounted outside to make it easier to see the light in the camera.\nCustomer: Ok. No light \nHuman Agent: Can you cover the camera lens so that light cannot get to it and see if the infrared lights for night vision turn on?\nCustomer: Ok\nCustomer: Still no light \nHuman Agent: Okay, if the infrared lights do not turn on when you completely cover the camera lens, then it may not be powering on. Is the camera plugged in with an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: Are you working with the one ending in 05?\nCustomer: To the walk\nHuman Agent: I'm not doing anything to the cameras as of yet. The cameras are not online, so I cannot communicate with them and if there is no light, then the camera is not powering on anyway.\nCustomer: I see\nYou are working on the wrong camera \nHuman Agent: Can you try plugging the camera in with a different power outlet? If there is still no light, then you will want to try using a different power adapter.\nHuman Agent: I am not working on any of the cameras. It does not matter which camera at this point in time.\nCustomer: I found one blinking green \nCustomer: Continue on that one \nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nHuman Agent: When you show the QR Code to the camera, hold the phone screen close to the camera lens and pull it back. Watch the light closely in the camera and let me know if it changes from the flashing green."]
["Customer: Set up\nCustomer: Can I change wifi settings or do I have to delete the current account?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: How do I connect Zmodo camera without QR code\nCustomer: How do I use the code number without qr code\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: I have been wanting to connect the cameras for three days, the WiFi password is correct and they do not connect.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this your first time setting up the cameras or have you set up these cameras before in the past?"]
["Customer: Troubleshooting\nCustomer: I can get my camera to work\nCustomer: Can someone coming and take a look\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Camera will not synch\nCustomer: I did\nCustomer: But it's still not connecting \nCustomer: Is someone available to help me set it up?\nCustomer: Green flashing \nCustomer: 1\nCustomer: But it won't scan the QR code\nCustomer: I did \nCustomer: Can I speak with a representative?\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD 18L918201748\nHuman Agent: Thank you. Can you please unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: Green\nCustomer: Now. Green flashing\nHuman Agent: Alright, good. Lets try the QR Code setup again. This time, when you show the QR Code to the camera, start by holding the phone screen close and pulling it back from the camera. Watch the light closely on the camera and let me know if you see the light change from the flashing green.\nCustomer: Instead of.the QR code ir says Smartz\nHuman Agent: You can try restarting or uninstalling and reinstalling the app and then try making the QR Code again.\nCustomer: I did. \nCustomer: It clicks with the QR code and it goes back and forward from flashing to steady \nHuman Agent: Okay, so you did get a QR Code on your screen? And what does the light do when you show the QR Code to the camera?\nCustomer: The red on front flashes \nCustomer: Then goes back to green flashing\nHuman Agent: The red light on the front would be the infrared light for night vision. And the green light only flashes? Does it go to a solid green?\nCustomer: It flashes red once, then goes to green solid, then to flashing green. Then it repeats\nHuman Agent: That sounds like it is rebooting, so there is a power issue. Do you have the camera plugged in to an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: An extension cord. The cable does not reach\nHuman Agent: Can you try plugging it directly in to a wall outlet? The camera is restarting when you are trying the setup and the infrared light is coming on."]
["Customer: I bought a 4set of Zmodo security cameras. Model # zp ibh15 s lost the directions with the QR code. Can you help me.\nCustomer: The cameras was never set up and there is difference Zmodo apps and their asking to scan the QR codes\nHuman Agent: Hello, you've reached customer care. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd14esda253552\nCustomer: ZMD14ESDA253552\nCustomer: Hello\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: Green\nHuman Agent: Solid or flashing?\nCustomer: Flashing\nHuman Agent: If it hasn't set up before it might be on really old firmware. \nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?"]
["Customer: Set up\nCustomer: How do I setup a model zh- 1xy1d?\nCustomer: My camera doesnt read qr\nCustomer: My camera is an older model\nCustomer: I need a human\nCustomer: I need to setup a camera older model, how do I do this?\nCustomer: D/static_file/865bd33e5b_1_20250108133420.jpeg\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me lookup this cameras setup options one moment.\nCustomer: Thanks\nHuman Agent: For this model it looks like for accurate setup info I will also need the ID number, the ID wills tart with ZMD and be on a sticker on the cameras bracket, once I have that I can look that up better."]
["Customer: Troubleshooting\nCustomer: Hello.  I accidentally removed a camera.  Can I get it back?\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Cámara is offline \nCustomer: I tried everything \nCustomer: Is flashing green and after the turn blue bonis still flashing \nCustomer: Ok thank you \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: New camera won't connect \n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you are working on? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Hi , theres away to connect the cameras manually im trying everything to get them back but nothing worked to get them back working\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you send me the cameras Model and ID number? the ID will start with ZMD."]
["Customer: Contact live support\nCustomer: Is there a phone number? \nHuman Agent: We do not have a phone number that you can call in to. We do callbacks by appointment Mon-Fri 9AM-12PM and 1PM-5PM CST. I can schedule an appointment for you tomorrow if you would like. Or I can help you here in the Live Chat.\nCustomer: Ok I’ll just use like chats \nCustomer: Live \nHuman Agent: How can I assist you?\nCustomer: So the WiFi will not show up to connect on the app\nCustomer: On the internet app we can temporarily switch the internet to only use 2.4 but it will not show up even after doing that\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD17BQI7207175\nHuman Agent: Thank you. When you said that the Wi-Fi does not show up to connect to on the app, do you mean that it says Unknown SSID when you are entering the Wi-Fi password for the QR Code setup?\nCustomer: There’s no WiFi at all \nCustomer: But I went thought the app not a QR code \nHuman Agent: Okay, lets just walk through a setup so I have a better idea what you mean here.\nHuman Agent: Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nHuman Agent: The QR Code is made in the app.\nCustomer: Is it a solid green light \nCustomer: Now it’s flashing green \nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Ok it’s flashing blue now \nHuman Agent: Okay, if it changes to flashing blue when you showed the QR Code to the camera, that means that it read the QR Code. Let me know if the light changes to a solid blue or a flashing green.\nCustomer: Got it now thank you \nHuman Agent: You're welcome."]
["Customer: I accidentally deleted my nvr cameras\nCustomer: I don't have icloud \nCustomer: How will I go about adding back all my cameras? My nvr box is with red lights\nCustomer: What is the technician number that will help me? I need to talk to someone please\nCustomer: Agent\nCustomer: Are you still there? \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Do you only view the cameras from the NVR locally with a monitor or do you use the app to view the cameras?\nCustomer: Using app\nHuman Agent: Okay, jsut to confirm which app primarily do you use to view the NVR with the cameras?\nCustomer: But I can also use nvr monitor to see my cameras on my phone \nCustomer: Zmodo app \nHuman Agent: Okay, I will look up your account, is your account under a phone number or an email?\nCustomer: Phone number\nCustomer: 19512371213\nHuman Agent: Okay, let me look up this account, One moment\n\nCustomer: Or email msmiraloma@yahoo.com \nCustomer: Thank you \nHuman Agent: Found the account, I can re add all the cameras that were previously on the account in the past, unfortunately it does not tell me what devices were the ones most recent on the account. It also deosnt tell me what you named them previously as well. Is it okay to re add them as Cam 1(ect), and then you can change the name of the device after I have added them?\nCustomer: Sure. Anything just please put them back 🙏\nHuman Agent: Okay, One moment while I work on that\nCustomer: Are you still there? Just want to make sure I don't lost you. \nCustomer: Yes I'm still here\nCustomer: Hello \nHuman Agent: Yes I am here, sometiems messages we send dont show up for you, I am working on adding thsoe\n\nCustomer: Thank you \nHuman Agent: I readded the NVR and the cameras that were online\nHuman Agent: We are at our closing time, if you would like firther assistance I can follow up with you via email if you would like\nCustomer: Yes 👍 \nCustomer: Can I go back to the apps now? \nCustomer: Yes please \nCustomer: msmiraloma@yshoo.com \nHuman Agent: Yes you cna go back to the app and check the devices. I will follow up with you via email. \nCustomer: Thank you \nHuman Agent: No problem have a great night."]
["Customer: Live agent \nCustomer: Ok\nCustomer: Live agent \nCustomer: Ok\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: My camera is not connecting to my network \nHuman Agent: What is the ID of the camera you're trying to connect? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: D/static_file/8364d879d0_1_20250220140741.jpg\nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Ok\nCustomer: I'm trying it now\nHuman Agent: Okay. \nCustomer: It never blink blue. It's stayed blinking green \nHuman Agent: Okay, and you were holding the QR code 6-8 inches in front of the lens of the camera so it could see it? You'll want to make sure it's light enough so that the red night vision lights are not on. \nCustomer: Yes I even used a tape measure \nCustomer: It's in a well lit room \nHuman Agent: Okay, there is a pinhole on the back to reset it, please hold in the reset pinhole until it restarts. Once it is back to blinking green, please try to show it the code again. \nCustomer: Ok\nHuman Agent: Thanks. \nCustomer: Still the same\nCustomer: D/static_file/466432b330_1_20250220141933.jpg\nHuman Agent: You will need to use a network that has a password and you would enter your wifi password when going through the setup. \nCustomer: So it gotta have a PW? \nCustomer: My network doesn't have a PW on it\nHuman Agent: Yes, you would have to have WPA or WPA2 encryption. \nCustomer: So I just add a PW and it will work after that? \nHuman Agent: Password would be required to connect the cameras, yes. If there are no other issues, then you should then be able to connect it."]
["Customer: Set up\nCustomer: Can't connect \nCustomer: -1\nCustomer: Can't connect \nCustomer: -1\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Associate \nCustomer: -1\nCustomer: What button \nCustomer: -1\nCustomer: Help\nCustomer: Problems connecting new camera \nHuman Agent: Hi my name is Wendy\nCustomer: Hi Wendy \nHuman Agent: Are you needing help setting up camera ZMD16K6I8200467 livingroom?\nCustomer: Trying to connect a new camera \nCustomer: Yes\nHuman Agent: what color is the indicator light on livingroom camera? and is the light blinking or solid?\nCustomer: No \nCustomer: It's a new camera \nHuman Agent: what is the device ID and model of the new camera?\nHuman Agent: The ID will be on a tsicker on the camera, it will start with ZMD or GSG\nCustomer: ZMD\nHuman Agent: what is the entire ID?\nCustomer: 19H8IK500046\nHuman Agent: this camera uses QR code setup.  Is the indicator light blinking green?\nCustomer: Model ZH-IXA2F-W\nCustomer: I was now is blinking blue \nCustomer: I been trying for hours \nCustomer: This is kind of ridiculous \nHuman Agent: Could you please unplug your router for 3 minutes?  \nHuman Agent: After 3 minutes plug the router back in again, then try setup again. \nCustomer: The home router \nHuman Agent: yes the router that you want the camera setup to\nHuman Agent: A power cycle of at least 3 minutes on the router, can help it forget any temporary restrictive behavior it may have adopted. This means unplugging the router for 3 minutes, when the router is back online again try setup again.\n\nCustomer: Okay \nCustomer: I'm here \nHuman Agent: Did the indicator light switch to blinking green? or is it still blinking blue?\nCustomer: No\nCustomer: Blue \nCustomer: Is still blue \nHuman Agent: Blinking blue still? okay.  Are you doing setup from the Zmodo app or the Smartz app?\n\nCustomer: Zmodo \nHuman Agent: The indicator light is solid blue now right?\nCustomer: Yes\nHuman Agent: Are you wanting the camera connected to email zacharydelgado19@gmail.com?\nCustomer: But it turns of and blinks \nHuman Agent: are you wanting the camera connected to this account?\nHuman Agent: Are you wanting the camera connected to email zacharydelgado19@gmail.com?\nCustomer: Yes \nHuman Agent: If you refresh the screen or log out and back into the app you will see the camera on your account.\nCustomer: I'm doing that right now \nHuman Agent: The camera should turn off when there is no motion.  It will turn on when motion is detected.  That helps save battery.\nCustomer: Okay"]
["Customer: Hi having trouble with this update and the camera has been out for a few days. Any tips here? It keeps saying failed\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to update the device, it must first be online and connected to the internet, but right now it seems your camera is offline. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: My cameras will not connect\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you trying to set up backyard, Barn, and driveway?"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Trying to set up camera\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Good morning.. i have a wireless system installed.. just received one of your wireless cameras battery operated.. there is no qr code on camera to install on my existing s\nsystem and no direction\nCustomer: That would be great but no qr code on camera\nCustomer: The new camera has no qr code on it\nCustomer: Please get me a human\nCustomer: Did you read my issue above\nCustomer: Human please\nHuman Agent: Hi my name is Wendy.  The QR code will be displayed on the app during setup\nCustomer: No qr code on the new camera?\nCustomer: ?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. You can use the QR code setup for our new cameras, the QR code is not on the camera itself though, you generate a QR code in the setup to connect the camera. \nCustomer: Thats not what i did for other cameras? \nCustomer: It keeps asking me to scan qr code\nCustomer: Ok i see it needs to s scan\nHuman Agent: The camera itself is what scans the QR code to get the Wi-Fi info imbedded in it and try to connect with that."]
["Customer: Set up\nCustomer: How do I change to a different wifi settingq\nCustomer: How do I change zmoda wifi\n\nHuman Agent: Hello, my name is Grant. The camera on your account will use the QR Code setup.\nHuman Agent: Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Need to hook up cameras to a different wifi\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The cameras on your account use the QR code setup ro the Zink setup. I would recommend first doing the QR setup, Have you tried to go through the QR code setup to would you like for me to send you directions for that setup for you to try it first?"]
["Customer: My cameras are offline and I am unable to reset. I have unplugged and no way to check for network availability \nCustomer: The lights are working but it does nothing in the app for me to setup or do anything \nCustomer: Can I delete the cameras and add them again?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. What color are the lights on the camera and are they flashing or solid?\nCustomer: The lights are blinking green\nCustomer: But it won’t scan the QR code \nHuman Agent: Okay, if the cameras are flashing green then the device is offline, When you held the QR code ifnront of the camera did you see the flashing green lights change at all? (flash blue, turn solid green, ect)\nCustomer: Or link the Zmod_zap\nCustomer: I am not sure what else do it \nCustomer: Yes changes to blue but it did not do anything. Do I need to hold it longer?\nHuman Agent: you may need to try holding the code longer yes, if there's much movement or if the code is too far/ too close it can have trouble reading it. Try it again and watch the light, once it flashes blue its trying to read the code, then it should turn solid when connected, if it fails again take a screenshot of the QR code and send that to me to review. \nCustomer: Ok I am trying now \nHuman Agent: Okay\nCustomer: D/static_file/17ad1dd71e_1_20250130133050.png\nCustomer: Connection timed out \nHuman Agent: Its fine if it times out, the code still stays on the screen, Let me review the code you sent one moment. \nHuman Agent: The code itself looks fine physically so everything is good there. I'm going to have you try something that we call network cycling, its something that can help with the setup. To do that I would like for you to go into your phones Wi-Fi settings, click on a settings gear or an i icon next to your homes Wi-Fi name, then click forget network, after you forget the network once again reconnect to it then go back through the setup again. \nCustomer: Ok I did that. Give me a moment I will try to reconnect camera \nHuman Agent: Okay"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: I’m trying to scan barcode on device and it says not supported \nCustomer: Set up\nCustomer: Solid green \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: I'm trying to set up 2 new cameras and 2 of my existing ones \nCustomer: I can't get the 2 news ones to work and my other 2 won't connect back in \nCustomer: Is there a number I can call\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: ZMB161317516585\nZMB16J917515706\nZMB33EUE8282938\nZMD16L317202546\nCustomer: ZMD\nHuman Agent: Which 2 cameras are not working? \nCustomer: None of these 4\nCustomer: The first 2 are new\nCustomer: ZMD161317516585\nZMD16J917515706\nZMD33EUE8282938\nZMD16L317202546\nHuman Agent: Okay 585 and 706? \nCustomer: Yes\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: Blinking green\nHuman Agent: Do the cameras change to flashing blue when you show it the QR code. \n\nCustomer: No\nHuman Agent: Can you unplug the camera, wait 30 seconds then plug it back in. Once the camera is flashing green lets try the QR code set up again. Start with your phone directly in front of the camera, slowly pull back the phone from the camera lens until it is 8 inches away, and hold it there for about 40 seconds as still as possible. Please let me know if the light changes to flashing blue? If the camera still doesn't connect please take a screenshot of the QR code and send it in the chat. \n\nCustomer: My phone won't scan a code\nHuman Agent: The cameras scan the QR code not your phone. \nCustomer: My phone\nCustomer: D/static_file/7d3328d683_1_20240923153247.jpg\nHuman Agent: Can you unplug the camera, wait 30 seconds then plug it back in. Once the camera is flashing green lets try the QR code set up again. Start with your phone directly in front of the camera, slowly pull back the phone from the camera lens until it is 8 inches away, and hold it there for about 40 seconds as still as possible. Please let me know if the light changes to flashing blue? If the camera still doesn't connect please take a screenshot of the QR code and send it in the chat. \nCustomer: D/static_file/1aeb917937_1_20240923153330.jpg\nCustomer: My phone is not set up to scan codes\nHuman Agent: Please read my instructions for the QR code set up. \nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code.\n\nCustomer: Does not work\nCustomer: Blinks green and does not scan\nHuman Agent: Can you send me a picture of the QR code you are using? \n\nCustomer: Let me take a better picture\nHuman Agent: Okay"]
["Customer: Zmodo model zp-ibh23-w\nConnected without internet.\n\nFlashing green\n\nHad to get a new router troubleshooting \nCustomer: In set up mode no available networks are found\nCustomer: New set up no available connections\nCustomer: -1\nCustomer: No available networks are presented when trying to do new set\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  It looks like your having some trouble with there setup, I will need to look up the device, can you send me the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid."]
["Customer: Troubleshooting\nCustomer: Can't scan QR code\nCustomer: 1\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: I try. Still not working\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the device you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: ZMD 19I2IH401514\nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Yes. Still not working\nHuman Agent: Please send the screenshot I requested in that case so that I may assist further. \nCustomer: Can't take a screenshots\nCustomer: Can I call you\nHuman Agent: Why can't you take a screenshot? If you're not sure how, please let me know if you're on an Android or an iPhone. \n\nWe do not have inbound phone support. We do have callbacks available for later times/dates, but we would still need a screenshot to further diagnose. \nHuman Agent: It looks like you've successfully set it up, but because you deleted it from your account, it is not on there. You mentioned it didn't work, but it should currently have the solid blue indicator light that denotes it has connected successfully. I will readd it to your account. It will default to our time zone, central time, so you may need to change that if it is not correct for you. \nCustomer: Thank you\nHuman Agent: No problem. Is there anything else I can assist you with for now?\nCustomer: I try to add 2nd camera\nHuman Agent: Okay, what is the ID of the 2nd camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: ZMD 19I2IH402702\nHuman Agent: This would also use the same setup as the previous one. In future case I would recommend not deleting devices from your account when setting them back up as it can make the process slightly harder. Please let me know if this one goes solid blue as well once you finish the setup. It may be best to restart it before doing the setup."]
["Customer: Hi I was wondering if you could help me. When I do set up on my phone for my cameras it recognizes my Zmodo but it has no internet I've tried to about everything I was wondering if you have any ideas for me\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. \n\nHuman Agent: What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: Como le cambio el wifi \nCustomer: Como si fuera un producto nuevo \nCustomer: No tengo un router diferente y quiero conectarme al wifi \nCustomer: Tengo un router nuevo \nCustomer: Que debo hacer para hacer el proceso inicial \nHuman Agent: Hola, mi nombre es Grant. La cámara de su cuenta utilizará la configuración de Zink para conectarse. Haga clic en el ícono “+” en la pantalla de inicio de la aplicación en la parte superior derecha > seleccione ZINK > siga las instrucciones proporcionadas. Primero le pedirá que se conecte a ZMD_SAP (que no tendrá conexión a Internet) y luego regrese a la página de configuración de Zink. Luego, le pedirá que ingrese el nombre de su red Wi-Fi doméstica (SSID) y la contraseña de Wi-Fi. Luego, deberá volver a conectar su teléfono a la red Wi-Fi de su hogar para acceder a la cámara."]
["Customer: Set up\nCustomer: It’s not reading qr code\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: ZMD18L9IH500133\nHuman Agent: This device is already connected, but not on an account. Had you deleted it from your account previously? What would you like it to be named?\nCustomer: No it’s a brand new camera to be set up outside but I just can’t get it to connect to the account. It’s going to be named backyard \nHuman Agent: I've checked and it appears you had it on your account and deleted it previously. I've readded it with that name. It has the default time zone which is central time so you'll need to adjust that. You can go to live view on it, hit the settings gear in the top right, then the ... in the top right, then timezone. \nCustomer: Thank you so much. I did disconnect it to bring it inside. If I disconnect it to go put it back outside will I have to reconnect it to the account again?\nHuman Agent: No, as long as it is still within range, it will reconnect. This was an issue related to it being deleted from your account previously. \nCustomer: Ok. Thank you for your help I appreciate it \nHuman Agent: No problem, anything else I can help you with for now?\nCustomer: No that was all\nHuman Agent: Okay, have a good day! \nCustomer: Thank you, you too"]
["Customer: Set up\nCustomer: App does not see any wifi networks when connecting cameras\nHuman Agent: Hi my name is Wendy.\nHuman Agent: Go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location if that is an option.  then go through setup again\nCustomer: Hi. I have done all the trouble shooting steps. Location is enablef.\nHuman Agent: What is the device ID on the camera you are wanting to setup?\nHuman Agent: The ID will be on a sticker on the camera -starts with ZMD or GSG\nCustomer: D/static_file/b091d18e72_1_20241112162711.jpg\nHuman Agent: The indicator light is blinking green?\nCustomer: Yes\nHuman Agent: Is your mobile data off?\nCustomer: No\nHuman Agent: Please turn your phone's mobile data off then go through setup again\nCustomer: Ok"]
["Customer: Hi. Out of 8 cameras only 2 are working and the kit has an Orange light and it only keeps clicking\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  The cameras on the account dont use the Zink or QR code setups, they use the setup called QR code so you would go through that setup to connect the cameras again.\nHuman Agent: I would recommend unplugging and plugging in the cameras first before you go through the QR setup."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: I have a camera that will not reconnect after changing wifi\nCustomer: Yes, I followed instructions and it did not work\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Which of your cameras are you having trouble with? \nCustomer: Yes, the camera does not appear to generate it's own network called ZMD_SAP when I do the Zink method\nHuman Agent: Which of the cameras on your account are you referring to?\nCustomer: Need the model number?\nCustomer: Or FCC ID?\nHuman Agent: If it is on the account, you may tell me the name you have it listed as. Otherwise I would need the ID which is different from the FCC ID. The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: ZMD15IKI4219824\nHuman Agent: This camera cannot use Zink and would need to use the QR setup. \nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Oh interesting. I used the Zink method on the ones just like it. Thank you, let me try that\nHuman Agent: No problem, let me know if you have any trouble. \nCustomer: Thank you! Sorry for the trouble. I'm trying to do it now\nHuman Agent: No problem. The chat will remain active for 7 minutes from the last message. \nCustomer: Ok, thanks \nHuman Agent: No problem. \nCustomer: Thank you, that appears to have worked!\nCustomer: Have a great evening\nHuman Agent: Wonderful, have a great evening as well!"]
["Customer: Trying to set up new cameras to replace older ones. Having trouble connecting.\nCustomer: Need to speak to someone please\nCustomer: need to speak to actually person to troubleshoot connecting\nCustomer: Agent\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I have several different cameras\nCustomer: 8 to be exact\nHuman Agent: That is fine. Just start with the first camera you are trying to setup.\nCustomer: ZMD1912IH407911\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Green\nCustomer: Solid Green\nCustomer: Now flashing green\nHuman Agent: Alright, to setup the camera, you will want to do the QR Code setup. When you get the QR Code on your phone screen, hold the phone screen close to the camera lens and slowly pull it back. Watch the light in the camera closely and let me know if it changes from the flashing green.\nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the camera?"]
["Customer: Troubleshooting\nCustomer: Trying to setup older zmodo. Device ID: ZMD13ELE2207924 The ZMODO Network does not show up on my wi-fi selections\nHuman Agent: If the ZMD_SAP network does not show in your phone settings after you rebooted the camera then that means it would use the QR setup, but what color are the lights on the camera and are they flashing or solid?\nCustomer: flashing blue\nCustomer: , now flashing green\nCustomer: and now back to flashing blue\nHuman Agent: Okay, Lets have you go through the QR code setup with the camera to see how it reacts, when you do it if it fails to read the code after a minute while its 8 inches away, try holding it closer at 6 inches away for a minute, then 12 inches away for a minute to see if it reacts better to either of those, if it still fails take a screenshot of the QR code and send it to me in the chat to review. \nCustomer: There is no QR code on the device and I no longer have the manual. There is a bar code only\nHuman Agent: Okay, are you using the Zmodo app?\nCustomer: yes\nHuman Agent: You get the QR code from the QR code setup in the app, its not an external code, it generates at the end of the setup then you show it to the camera from your phone. \nHuman Agent: I will send you the setup directions. \nHuman Agent: 1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space in-between. The camera will automatically read the QR code.\nCustomer: says 5 not supported. Now what?\nHuman Agent: you would make sure your network is not a 5GHZ network then move forward by tapping next. \nCustomer: how do i locate the 2.5g ntwrk\nHuman Agent: You would look in your Wi-Fi settings on the phone to see if there is a 2.4GHZ network, if there is not and your network is only a 5GHXZ network then you would have to change the router settings so the network is either a duel network or a 2.4GHZ network. \nCustomer: mine is a dual ntwrk but the 2.4g does not show up.  I will call T-mobile support to establish the 2.4G and contact you later if this does not work. Thank you.\nHuman Agent: Okay, great. If you have any more trouble feel free to contact us again, we will have live support until 6PM central time, the chatbot will also help with setup directions if you say QR SETUP."]
["Customer: Troubleshooting\nCustomer: I changed routers and my cameras will not connect to new wifi\nCustomer: -1\nCustomer: how can i connect them without physically unmounting them.\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: Set up\nCustomer: Which password? The network is on just the cameras won't connect\nCustomer: Been there done all that. Cameras won't connect\nCustomer: Not working\nCustomer: Both camera lights are blinking green then solid blue\nCustomer: Still waiting for the connection\nMessage code ap_zmd not connected\nCustomer: I'll try again\nCustomer: Set up\nCustomer: Not connecting to zmd_\nCustomer: Not showing up in my network\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device, can you send me the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid. \nCustomer: Model #zp-ibh23-w ×2\nCustomer: Zmd15jbi4247733\nCustomer: Hello\nHuman Agent: For this camera it does not use the Zink setup, it only uses the QR code setup so thats why the ZMD_SAP is not showing.\nHuman Agent: QR Code Set Up steps\n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\n\n\nHuman Agent: Here are the setup steps for the QR code setup you can use, let me know if you have any questions. \nCustomer: Not initial set up \nWorked till I changed router last week\nHuman Agent: It doesn't use the Zink setup anymore because its updated, it only uses the QR setup now. \nCustomer: Got Em!\nThanks! Great job\nHuman Agent: Thank you as well, have a great day"]
["Customer: I need to change my WiFi network \nCustomer: -1\nCustomer: My current system was connected to my old internet provider. I need to switch my 3 cameras over to the new network \nHuman Agent: Hello, you've reached customer care. My name is Grant. You will need to setup the cameras with the initial setup method to connect to a new Wi-Fi network. The three cameras on your account will use the QR Code setup method.\nHuman Agent: Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. \nCustomer: I am 70 years old, the camera is mounted up very high. This is not a good idea for me to get on a ladder in the snow to perform this function. Is there a simple way \nHuman Agent: You can also try the Zink setup. Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: I will try that \nCustomer: I reset my Ring doorbell without having to go outside \nHuman Agent: I do not know the specifics for the setup for cameras from other companies. For our cameras, the setup through the app is how you give the cameras your Wi-Fi information."]
["Customer: I have changed our modem. \nCustomer: Zmodo network is not showing \n\nCustomer: Trying to connect, there is not the zmd sap to connect to \nCustomer: The network is not showing up in my phone settings \nCustomer: Network is not in my phone settings \nCustomer: Chat with a tech support?\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Yes. It's Zmd14cf83000113\nHuman Agent: That camera is already online and connected to the Wi-Fi network. It looks like you may have set it up on a different account. The camera is on a @gmail.com email address and the first two characters are \"gr\".\nCustomer: Zmd14cf83000113\n\nCustomer: I'm so confused. The zmd network is not showing up in my phone settings \nHuman Agent: It will not show up when the camera is connected to a Wi-Fi network.\nHuman Agent: That camera is already online, so it is connected to a Wi-Fi network.\nCustomer: Ok. I'll try again. Thank you. I might be back\nHuman Agent: You're welcome."]
["Customer: I am so sorry to bother you but the camera is not showing video \nCustomer: We just chatted a wile ago it is about the 1080 p i (we) installed.\nCustomer: how do we get a live support\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How can I assist you today\nCustomer: I just installed successfully the camera called various it worked and know it does not work there where a few alerts that worked but no video live now.\nHuman Agent: Okay, I would like to look up your account, what is the email you sued to create the account?\nCustomer: blue light is on solid\nHuman Agent: used*\nCustomer: robert@arba.org\nHuman Agent: Okay, I found the account, it looks like you have several cameras, can you send me this cameras Model and ID number? the ID will be on the cameras sticker and start with ZMD. \nCustomer: The camera is named various\nCustomer: it is  the 1080p camera named various\nCustomer: Are you there\nHuman Agent: Okay, right now this camera is telling me it is offline. If the lights are solid blue still then this means the camera is connecting to the router but not getting any internet from it. Few things you can try is to reboot the camera, reboot the router by unplugging and plugging it in, or check the routers settings to make sure its not \"paused\" or blocked by the routers firewall. If all of that is fine you may also try bringing the camera closer to the router as it could a distance issue.\nCustomer: It told me to update the device since then it said it failed now i have nothin i tried all you suggested before i got on the chaty\nCustomer: It appears the download failing caused the issue\nHuman Agent: Okay, the camera is not online right now so that's why its failing.\nCustomer: While i guess you can tell me what i need to do further\nCustomer: It says thet it is downloading, does that mean anything\nHuman Agent: With the camera being solid blue that means its connecting to the network you can try the suggestions I gave before\nHuman Agent: No, its offline it wont ever finish while offline\nCustomer: I guess that I am asking what I should do to resolve the issue?\nCustomer: It syas not to lose the electric because it would damage the camera\nCustomer: Are you there.\nHuman Agent: It can damage the caemra but what you would find happens in those cases is the camera would stay solid green and enver flash or go solid blue so thats not whats happening here\nHuman Agent: Few things you can try is to reboot the camera, reboot the router by unplugging and plugging it in, or check the routers settings to make sure its not \"paused\" or blocked by the routers firewall. If all of that is fine you may also try bringing the camera closer to the router as it could a distance issue."]
["Customer: Hi. I have three meShare camera we changed our WiFi and the device now I am unable to connect \nCustomer: It doesn’t accept the QR code J\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What are the camera IDs? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: How to change WiFi on camera\nCustomer: -1\nCustomer: I need the steps to set up wifi\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Mira the Chat AI gave incorrect advice due to you saying \"steps to set up wifi\" she thought you were asking her how you would setup the actual Wi-Fi network and not the cameras. \nCustomer: Thank you, I need to set up the WiFi on my camera \nHuman Agent: I am a live agent, to assist you with this I first will need to look up the device to see what setup it does use, I will need the cameras Model and ID  number, the ID will start with ZMD or GSG, it is not the FCCID so if you see that on the sticker ar all that is not the ID number and I wont need that. \nHuman Agent: If you have trouble finding the model or ID number on the camera just let me know."]
["Customer: Troubleshooting\nCustomer: What is your number so I can call y’all?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. We do not have an inbound support phone number, but can arrange a callback for a future date. Otherwise I'd be happy to assist from here. \nCustomer: I scheduled an appointment to talk to someone tomorrow\nHuman Agent: Okay, would you like any assistance here for now?\nCustomer: I’ve tried connecting my camera to the Wi-Fi, but it won’t recognize it in. The green light is still flashing.\nHuman Agent: No, I had asked you to forget your own wifi that you would like to connect the camera to, then reconnect to it. It would ask you to enter your wifi password at that point to reconnect to it. So I had said to let me know if you were able to reconnect to it successfully then and noted that if it doesn't have you enter a password, it was not forgotten properly. \nHuman Agent: I apologize, that was for another customer. One moment. \nHuman Agent: The \"in house\" camera? If so, you may follow the instructions below. \nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Trying to reset\nCustomer: Reset camera \nCustomer: Call me \nCustomer: Trying this for two days \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is the camera you are trying to reset tied to this account? if so tell me the name you gave that camera. \nCustomer: Yes\nCustomer: I had it for the backyard.  Bought another one and it’s stopped.  Neither are new. \nCustomer: I have the numbers \nCustomer: Still there Kylie\nHuman Agent: Okay, I dont see cameras named Back yard on the account so iw ill need those numebrs to look up the devices, I would need the Model and the ID number whihc wills tart with ZMD or GSG, not the FCCID.\nCustomer: D/static_file/a192bf7ac2_1_20250226171251.jpg\nCustomer: I deleted it and started over \nCustomer: It’s blinking green.  Yes I know my password for wifi and I have a nvr.  I have replaced this camera. Have the old one here too \nHuman Agent: This camera is offline, to get it back online you would go through the setup with the camera, it looks like for this camera it can use the QR code and the Zink setup, Can you go through the QR code setup and try it with the camera and let me know how the lights react if it fails to set up at the end, I would just need to know what color the lights are, and if they change or go solid at any point while you show  the QR code. If the QR setup is successful the camera would flash blue, then go solid blue which means its online and connected. \nCustomer: Tried 5-6 times \nCustomer: It’s green \nCustomer: Climbed the ladder and took it down.  Now it’s plugged in on a counter.  I have 7 other cameras \nHuman Agent: Okay, I want you to do it again with me while I am here and then tell me how it reacts to the setup with the light color, and pattern, if it fails again tell me what the lights did and take a screenshot of the QR code and send it to me to review as well\nCustomer: It failed   Its green\nHuman Agent: solid green?\nCustomer: D/static_file/e1ab61ee06_1_20250226172355.png\nCustomer: Blinking \nHuman Agent: Okay, If it only flashed green that means it didn't see the code Infront of it, can you try holding the same code 12 inches away for 1 minute, if it doesn't flash blue, try holding the QR code closer at 6 inches away for 1 minute, and if it still does not change after that let me know. \nCustomer: It didn’t change.  I have another camera here I can try \nHuman Agent: Okay, is it the same model as this one or is the model different?\nCustomer: Ok. The old one works? \nCustomer: Finally.  Can’t you see it?\nCustomer: D/static_file/bdc5621ec4_1_20250226173321.jpg\nHuman Agent: I dont know which camera the old one was, is it one that was still tied to this account? you didnt send me info for the old camera to know whihc one it is to check that\nCustomer: Backyard. \nHuman Agent: That camera is telling me its online on my end, can you try to click on the camera live and view it?\nCustomer: Hold please \nHuman Agent: Just let me know if the live video looks good and if the date/time is correct as well\nCustomer: Not workkng\nCustomer: It’s on the house \nCustomer: Red"]
["Customer: Troubleshooting\nCustomer: Need to reset device\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: Had to change router.  Light on flashing green \nCustomer: Zmd19a41h509805\nCustomer: Zmd19a41h509805\nCustomer: Are we still connected \nHuman Agent: Yes thank you for the IDs \nCustomer: Yw\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code.\n\nCustomer: Ok\nHuman Agent: Let me know if it works"]
["Customer: What is the Customer service phone number\nCustomer: Agent\nHuman Agent: Hi my name is Wendy\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: Hi, I had purchased some camera's, a multi pack and two of the camera I simply cannot get connected. I have several of these cameras already but these two will not connect \nCustomer: Do you need the camera numbers?\nCustomer: Call scheduler\nHuman Agent: I will need the cameras ID and Model numebr yes, What setup have you gone through to try and connect these cameras and how did they react? what was the color and did they only flash or go solid?\nHuman Agent: I sent the call scheduler for you now, let me know if you have any trouble with submitting it. \nCustomer: ZMD19A4IH515734\nZMD13HIDA219472\n\nWhen I go through the process to connect it never connect when trying to read the QR and times out. I have tried unplugging and restarting the app. I do not have this issue with the other 9 zmodo cameras I have.\nHuman Agent: Okay. I will also need the camera Model number as well.\nHuman Agent: With both of these cameras when you did the QR code setup and held it Infront of the cameras did the lights only flash green or how did those react? \nCustomer: ZP-IBH23-W\nZP-IBH15-W\nHuman Agent: It is possible that these cameras may be able to use the setup called Zink. Have you tried that setup at all with the camera's?\nCustomer: I go through the app to set them up so if the zmodo app provides Zink to set up then I have tried it.\nCustomer: I just looked on the app and yes it is call Zink\nCustomer: It did not work for these two cameras\nCustomer: Are you still there?\nHuman Agent: you said earlier that you have tried the QR code setup, but did not mention the Zink and had to look it up just now its very possible that the cameras may only use one or the other, lets try doing a test to see which setup the cameras can take then try the setup together. Lets have you do a test real quick to see if the cameras can use the Zink setup or not, if not then me and you will try the QR setup together. Reboot both of these cameras by unplugging and plugging them in, then once both cameras are flashing green go to your phones wifi list and tell me if you see the ZMD_SAP Wi-Fi pop up on the list at all. \nCustomer: Cameras were already unplugged so I am plugging one in at a time to try.\nHuman Agent: You can if you would like\nCustomer: Waited for the green light to flash on each of the cameras and ZMD_SAP did not come up for either camera\nHuman Agent: Okay, if that never shows up then the setup would be the QR code. Make sure your phone is connected to your home Wi-Fi then go through the QR code setup, once you get to the end with the QR code take a screenshot and send that to me in the chat to look over. \nCustomer: One camera connected the other did not. Here is the QR code for the one that did not connect\n\n\nHuman Agent: I do not see any images, try sending the image again\nCustomer: I cannot get this chat to add the screenshot \nHuman Agent: What happens when you try to attach the screenshot?\nCustomer: I click on the camera to add my picture. I select the picture and it just jumps back to this chat but the picture is not attached.\nCustomer: Btw, the camera that did not connect is clicking\nHuman Agent: Odd, very odd. Perhaps you have not allowed pictures for the app and that is what's stopping it. To check you can go into the phone settings and search for the app to see what permissions are allowed or not allowed. \nHuman Agent: Do you see any red lights when you hear the clicking?\nHuman Agent: and does the camera turn a solid green at all when you hear the clicking ?\nCustomer: What app am I allowing because I am in a chrome browser which I allowed and I allowed Zmodo app\nHuman Agent: You are not able to sue a website for the setup only the app. In your phone settings you would find Zmodo then see what permissions are and are not allowed there\nCustomer: Yes, I looked at the settings and made sure I was allowing Zmodo access to my camera\nHuman Agent: Were there any permissions not allowed? maybe another permission is effecting it. \nHuman Agent: also, for the camera clicking, Do you see any red lights when you hear the clicking? and does the camera turn a solid green at all when you hear the clicking ?\nCustomer: Permissions are allowed to camera and files/media on all apps\nCustomer: It still will not send\nCustomer: Send me an email address and I will attach and send\nHuman Agent: Odd, not sure why it will not allow you to send the screenshot. Are you perhaps able to send it in an email instead? you can send it to Support@zmodo.com\nHuman Agent: See my other questions regarding the camera?\nCustomer: Just sent by email\nHuman Agent: Okay, as for the other questions reguarding the caemra?\nCustomer: That is the QR code I generated for the camera to connect but it didn't. The other camera did connect.\nHuman Agent: The info in the code itself seems to be fine, however something that can make setup difficult if not impossible is the Dark mode setting, currently that is on for the phone. Try switching that to light mode and also make sure the Blue light filter/eye comfort shield is also off for now if you have that setting, these both will be in your phones display settings.\nCustomer: So I only have one camera left to connect \nHuman Agent: My questions before were \"also, for the camera clicking, Do you see any red lights when you hear the clicking? and does the camera turn a solid green at all when you hear the clicking?\"\nCustomer: Goes back and forth between green and red while clicking then switches to green flashing then blue flashing.\nCustomer: It is the following camera\n\nZMD13HIDA219472\nZP-IBH15-W\nHuman Agent: I'm following and know which one we are working with but thank you.  If the red lights are coming on those are the night vision lights. When they come on the phone screen to the camera looks completely white, try brightening the area a bit more to keep those red lights from turning on, if they do still appear then try swapping the power cord on this camera with another to make sure its not being caused by a power issue. \nCustomer: It is on the same cord I used for the other camera\nHuman Agent: Okay, are you able to make it brighter then at all to keep those red lights from turning on and try the setup again with the dark mode off? \nCustomer: I have the camera directly pointed at the light and it still clicks to red\nCustomer: Dark mode off of what?\nHuman Agent: ? I sent a message above I said \"The info in the code itself seems to be fine, however something that can make setup difficult if not impossible is the Dark mode setting, currently that is on for the phone. Try switching that to light mode and also make sure the Blue light filter/eye comfort shield is also off for now if you have that setting, these both will be in your phones display settings.\"\nCustomer: If that is on then why did the other camera connect?\nHuman Agent: Like I said, it makes it very very difficult to connect, sometimes I have has customers be able to connect a camera with a dark mode QR code, but its pretty rare because the dark mode makes it hard for the camera to see the code properly. \nHuman Agent: also for the red lights, if they will not stay off when you hold the QR code Infront of the camera and interfere with the setup then your options are to keep trying and hope the camera can catch the code without being glared/whited out by the IR lights, or you can physically print out the code and show it the code instead. \nCustomer: I have my phone setting on extra bright!\nWill not connect!\nI even I have the camera under the light where I am trying to connect it\nHuman Agent: you still have dark mode on though, that needs to be turned off\nHuman Agent: the IR lights turn everything black and white with the night vision, when they come on the phone screen looks white because of the glass. \nCustomer: The dark mode is off.\nBtw, how did you know it was on?\nCustomer: It did not connect after I turned off dark mode!!\nHuman Agent: I can tell by how the code looks, compare your screenshot to how the code looks now to see the differences. \nHuman Agent: How did the lights react when you showed the code to the camera?\nCustomer: Hello?\nHuman Agent: Seems sometimes you are not receiving my messages, I said \"I can tell by how the code looks, compare your screenshot to how the code looks now to see the differences.\" and \"How did the lights react when you showed the code to the camera?\"\nCustomer: Still there?\nHuman Agent: yes can you see this message\n\nHuman Agent: Only other thing I can think of to try beyond having you print out the code for the setup is to try a legacy setup, this setup is called EZ link. Let me grab the directions for that  setup and have you try it. \nHuman Agent: Click the +. click Legacy, Click EZ link devices, then follow the on screen prompts till the end then show the Code. \nCustomer: What is going on??????"]
["Customer: talk to agent\nCustomer: can you help me how to connect this camera using QR code or zink setup ZMD14CR83001240\nHuman Agent: Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?"]
["Customer: Set up\nCustomer: Won't scan or code\n\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: New WiFi connection \nHuman Agent: Hello, my name is Grant. The cameras on your account will use the QR Code setup method to connect to a new Wi-Fi network.\nHuman Agent:  Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Troubleshooting\nCustomer: One of my devices is not connecting properly \nCustomer: I already did this process my other 3 devices are connected and working properly \nCustomer: Can i give you the device serial number \nCustomer: Give me a second please\nCustomer: The device id is ZMD57DRI7903498\nCustomer: Its not connected \nCustomer: It says reset device or delete device \nCustomer: I want to connect it not delete it\nCustomer: Assistant \nCustomer: Problems with a device \nCustomer: My device cant connect \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Is the device currently blinking green on it's indicator light?\nCustomer: The device ID is ZMD57DRI7903498\nHuman Agent: Is the device currently blinking green on it's indicator light?\nCustomer: Let me check\nCustomer: No \nCustomer: Its not doing anything \nHuman Agent: Okay, if you cover the lens with your hand, does the red night vision light come on?\nCustomer: Yes\nHuman Agent: Okay, go ahead and unplug it, plug it back in, and see if you see the indicator light come back at all. \nCustomer: Nothing \nHuman Agent: Hm, okay. It's odd that it has no light at all beyond the night vision when you cover it. Let's go ahead and try setup to see if it connects. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Let me try that\nHuman Agent: Okay. \nCustomer: Its says the product does not support the app\nHuman Agent: D/static_file/27ed7cc1a4_1_20250311172656.png\nHuman Agent: Try this QR code to proceed through setup or you may log in via the Zmodo app instead to try setup from there. \nCustomer: Let me try\nHuman Agent: Okay. \nCustomer: Its blinking on green\nHuman Agent: Okay, blinking green means ready for setup. Let's do that QR setup and see if it goes to blinking blue. \nCustomer: Do i put the qr code infront of the camara? The one you semd me?\nHuman Agent: No, you said it was telling you the camera is not supported so I'm guessing you're in the SHO app, correct? If so, you can scan that QR code with your camera when going into setup to reach the proper setup, but if that isn't viable you can download the Zmodo app and log in there to be able to access the set up more easily. \nCustomer: I got it thanks for all ur patience and help\nHuman Agent: No problem, glad you were able to reconnect it. Have a good evening!"]
["Customer: Troubleshooting\nCustomer:  My cameras aren't working  \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: I have a green and blue blinking light. Camera cannot be found \nCustomer: I have tried to reset still not working \nCustomer: Cannot add camera \nCustomer: I have deleted camera already and cannot find it to connect \nCustomer: It blinks green the. Blinks blue but still not connecting \nCustomer: Cannot connect to camera. I already have 2 connected but the last one will not connect\nCustomer: -1\nCustomer: Talk to operator\n\nCustomer: Agent\nCustomer: Agent\nCustomer: Ok thank you\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: D/static_file/b732919762_1_20241112174129.jpg\nCustomer: Is that ok?\nHuman Agent: Yes, thanks. This one would have to use QR setup, could you try the instructions below and provide a screenshot of the QR code if it would fail?\n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Ok\nHuman Agent: Let me know if you have any trouble. \nCustomer: That worked. Thank you\nHuman Agent: Wonderful. Anything else I can help you with for now?\nCustomer: Any promotions available on any cameras you all have \nHuman Agent: Any available cloud promotions will be listed in the cloud section of the app. We do not have any currently available.\nCustomer: Ok and also how do I ungroup my cameras \nHuman Agent: We will be closing in 10 minutes at 6pm CT. I would be happy to continue to assist you until then, but the chat will close at that time. If you would like a callback, you may schedule one via the button below. If you would prefer an email follow up instead, please let me know and provide an email you would like me to reach out on tomorrow. \nHuman Agent: You can go to settings to the right of my devices on the home page of the app, select the group, then depending whether you want to ungroup some or get rid of the group entirely you can either choose to edit the group or delete the group. \nCustomer: Ok thanks \nCustomer: Much help from you. Thank you\nHuman Agent: No problem. Have a good night!\n\nCustomer: Thank you.  You as well"]
["Customer: Troubleshooting\nCustomer: Won't connect to camera\nCustomer: Can't get beep from scanning code\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: I got new internet\nCustomer: How do I connect new internet \nCustomer: How do I connect to new wifi\nCustomer: Where is the wifi setting\nCustomer: How do I find wifi setting on system \nCustomer: Live agent\nCustomer: Agent\nCustomer: Live agent\nCustomer: Oh sorry thanks\nHuman Agent: You would want to setup the cameras with the initial setup method to connect to the new network. The cameras on your account will use the QR Code setup.\nHuman Agent: Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: What? I have to reset them all???\nHuman Agent: You would need to setup the cameras with the new Wi-Fi information. When you setup one camera, it will look for other cameras and may setup multiple devices. You may have to do multiple setups, however."]
["Customer: Set up\nCustomer: I have tried those steps won’t work\nCustomer: My device is flashing green and blue light \nCustomer: I have tried restarting and disconnecting the camera \nCustomer: All steps have been taken \nCustomer: Agent"]
["Customer: Set up\nCustomer: Set up\nCustomer: Agent\nCustomer: Ok\nHuman Agent: How can I assist you?\nCustomer: I have som old camera that won't  connect.  I have a new modem.  It did that once before and agent gave me anip address to connect them.  The camera are the white ones.\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Mine don't  have them\n\nHuman Agent: All of our Wi-Fi cameras will have a Device ID on the camera. If you do not have one, then you may have removed the sticker that was on the camera. What information do you have on the camera?\nCustomer: I've a i'd numbers on them and a Mac address\n\nHuman Agent: Alright, what is the ID number?\nCustomer: 15fg49v150129bm\nHuman Agent: Thank you. That camera will use the Smartlink setup.\nHuman Agent: Smartlink Setup Instructions:\n\nOpen the app and tap on the plus sign in the top right corner.\nTap on Legacy. Then tap on SmartLink.\nPower on the camera and tap on the checkmark. Select the number of devices you are trying to connect.\nEnter the password for your Wi-Fi network. The Wi-Fi network must be a 2.4 GHz network and the SSID and password must not have special characters or spaces and WMM must be turned off.\nThe camera should flash blue and then turn solid blue when it connects. The app will ask you to name the device.\nCustomer: It just flashing blue\nHuman Agent: So it changes from flashing green to a flashing blue when you do the Smartlink setup?\nCustomer: Yes\nHuman Agent: Okay, if it changed to a flashing blue, then that means that it tried to connect to the Wi-Fi network, but failed. What is the name of the Wi-Fi network that you are trying to connect the camera to?\nCustomer: ReggieBrown1\nHuman Agent: And is there a -5G, -2G, or anything like that at the end of it? Does the password have any special characters in it? \nCustomer: No\nHuman Agent: Do you have 2 separate 2.4 GHz and 5 GHz networks? Or are the networks combined in to one?\nCustomer: Separate\nHuman Agent: Alright, so you have two different networks that you can connect to? Are you connected to the 2.4 GHz network or the 5 GHz network?\nCustomer: 2\nHuman Agent: Can you also check your router settings for the Wi-Fi Multimedia (WMM) setting and see if it is on or off?\nCustomer: It don't show it\nHuman Agent: It would be a setting that needs to be turned off. Are you able to access your router settings?\nCustomer: Yes, it not listed\nHuman Agent: What settings options do you see?\nHuman Agent: I can try to help a little in finding it, but unfortunately, since every router is different, I would not know where it is in your specific router's settings.\nCustomer: Let goto another camera.  That I'd is zmdoik320000348\nHuman Agent: I think I found that camera and it will also use the Smartlink setup. You can try the same setup with that camera.\nCustomer: It just flashing blue\nHuman Agent: If it changes back to flashing green, then it is running in to the same issue as the other camera was.\nHuman Agent: When you are checking your router settings, do you have an app for your router settings or are you logging in directly to your router? Or are you in your phone's Wi-Fi settings?\nCustomer: Is there a ip address I can use to install the cameras.  One time and agent gave me an address because he said these was so.e old cameras.\nHuman Agent: No, that would have been for a Zink setup and these cameras do not use the Zink setup.\nCustomer: Could they still be on old modem I Had\nHuman Agent: If the light is flashing green, then that means that they are ready for setup. That is why I am asking about your router settings.\nCustomer: I have at&t modem.  I'm in the router setting.  What will wmm be under\nHuman Agent: I do not know. What do you see in your router settings there?\nHuman Agent: Also, if your router is from AT&T, you may also be able to contact them for assistance in checking for the Wi-Fi Multimedia (WMM) setting and turning it off.\nCustomer: Device, broadband,home network, boice,firewall and diagnostics\nHuman Agent: You can check those sections to see if it is under any of those settings areas.\nCustomer: I don't see them. I tried again layer.  Thanks\nHuman Agent: I would recommend contacting AT&T if your router is from them as they would be able to help you."]
["Customer: It didn't work \nCustomer: Customer service \nHuman Agent: How can I assist you?\nCustomer: My app isn't able to connect to the doorbell camera \nHuman Agent: What light do you see on the camera right now?\nCustomer: Flashing green \nCustomer: I tried rebooting it \nCustomer: Still the same \nCustomer: Tried to set up fresh using QR code \nHuman Agent: Okay, lets try the QR Code setup. Hold the phone screen close to the camera lens and pull it back. You may need to pull it back further than 8 inches. Watch the light closely on the camera when you are showing the QR Code, and let me know if it changes at any point.\nHuman Agent: Can you also send a screenshot of the QR Code that you are showing to the camera?\nCustomer: But zmodo device is still not connecting \nHuman Agent: Did you receive my two messages about things to try and sending a screenshot of the QR Code?\nCustomer: Yes\nCustomer: D/static_file/df28f396a0_1_20241220151344.png\nCustomer: Sent screenshot \nHuman Agent: Okay, so it looks like there is a Location setting issue. When you are entering the password to the app, it should show the name of your Wi-Fi network. If you go back and look it will currently say Unknown SSID. So you will want to go to your phone settings and make sure the phone's Location is turned on. Then check the permissions and make sure the Zmodo app has permission to use your phone's location. And if there is a Precise Location permission, make sure that is turned on, too.\nCustomer: Ok\nCustomer: Let me try \nCustomer: Connection timed out \nHuman Agent: What light do you see on the camera?\nCustomer: But looks like my doorbell camera came online \nHuman Agent: That is good. Are you able to see live video from the camera?\nCustomer: Solid blue \nCustomer: Yes \nCustomer: But not sure what happened \nHuman Agent: That means the QR Code connected the camera. So the setup worked after changing the Location settings.\nCustomer: But the events are showing wrong timestamp \nCustomer: When I am pressing doorbell, nothing happens \nHuman Agent: You can change the time zone setting in the settings for the doorbell. Tap on Live and tap on the gear icon in the top right corner. Tap on the three dots in the top right corner and then tap on Device Time Zone. Then you can select the correct time zone for your camera.\nCustomer: I did but no change \nCustomer: Plus it's not recognizing doorbell pressing \nHuman Agent: It is not going to change any events that were already made. It will change the live time on the camera now and any events moving forward.\nHuman Agent: You mean you are not hearing the chime ringing in your house? Or you are hearing the chime in the house, but not getting a ring alert to your phone?\nCustomer: Yes, not hearing chime and not getting any notifications on my phone \nHuman Agent: If you are not hearing a chime, then that may be an issue with the chime itself. You may want to check the mechanical chime that you have. As far as notifications, you may not get motion alerts or ring alerts if you are in the app or looking at the video since you are already in the app itself.\nHuman Agent: You can also check the permissions and make sure that your phone is allowing notifications and check the device settings in the Zmodo app to make sure that ring alerts are turned on.\nCustomer: It was allowing 2 hrs before \nHuman Agent: Alright, but it is not now. So you can check those settings. And the app will also not send motion alert notifications when you are in the app.\nHuman Agent: Does the light on the doorbell change when you press the doorbell button?\nCustomer: I got the chime sound now \nCustomer: But no notification \nCustomer: Solid green \nCustomer: It's not showing up in the events history as well \nHuman Agent: Okay, if it changes to a solid green, that means it is restarting when you press the button. So you may want to reseat it on the bracket as it is powering off when you press the button.\nHuman Agent: You may also want to give it some time to let the battery in the camera recharge since you just restarted the doorbell.\nCustomer: What should I do?\nHuman Agent: So you may want to reseat it on the bracket as it is powering off when you press the button. You may also want to give it some time to let the battery in the camera recharge since you just restarted the doorbell.\nCustomer: How to reset it on the bracket?\nHuman Agent: You take it off of the bracket and put it back on and make sure it is seated securely.\nCustomer: Ok\nCustomer: Yes\nCustomer: I tried it\nCustomer: And same issue \nHuman Agent: Then as I said, you may want to give it some time to let the battery in the camera recharge.\nCustomer: Light turns to solid green when I press\nCustomer: Ok, how much more time?\nHuman Agent: I would recommend checking later this evening."]
["Customer: I need to have my camera factory reset\nCustomer: It's not on my app and I can't connect it to my app\nCustomer: I can't connect to my camera\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: I tried to set the camera usign the QR but it's not working\nCustomer: Showing the QR\nCustomer: ues\nCustomer: Can you delete my cameras to add them again?\nCustomer: i mean, remove them from my dashboard\nCustomer: help\nCustomer: i neeed to tal to a human\nCustomer: Hi Kylie\nCustomer: I cannot set my cameras\nCustomer: I have changed my network provider\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Did you reboot the cameras by unplugging and plugging them back in and try to go through the setup with the cameras to reconnect them at all?\nCustomer: yes\nHuman Agent: Did you do the QR code setup?\nCustomer: yes\nHuman Agent: Okay, when you held the code Infront of the camera, what did the cameras light do? what was the color and did it flash or go solid at all?\nHuman Agent: we will be closing at 6PM central time which is in 7 minutes. I can continue to assist you until 6 PM CT Via chat, I can also follow up via email if you prefer, what would you like to do?\nHuman Agent: I can also send you the call scheduler if you would prefer phone support as well. \nCustomer: Yes please\nHuman Agent: Okay, I will send you the call scheduler into the chat."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Need you to reset my cameras will mot let me program them\nHuman Agent: Hello, you've reached customer care, my name is Kylie. What color are the cameras lights and are they flashing or solid?"]
["Customer: Set up\nCustomer:  \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: I have zp-nl18 nvr. How can I connect cameras? I have 6 cameras working on my zmodo app.\nCustomer: I couldn't make it, so I am asking help.\nHuman Agent: Hi my name is Wendy\nHuman Agent: What is the device ID on the NVR? I don't see an NVR connected to this account\nCustomer: Zm-ss7007d8-500gb\nCustomer: I need removed it to reconnect \nHuman Agent: The device ID will start with ZMD and be on a sticker on the bottom of the NVR>\nCustomer: D/static_file/bc9d50df6b_1_20240926152026.jpg\nHuman Agent: ZMD13GLA1229890 isn't bound to an account.  You want it connected to jangyk100@outlook.com right?\nCustomer: Yes\nHuman Agent: ok one moment\nHuman Agent: The NVR has been bound to your account.  If you refresh the screen or log out and back in you will see it on your account.\nHuman Agent: Do you have a monitor/mouse connected to the NVR?\nCustomer: Thanks \nHuman Agent: You're welcome"]
["Customer: I got a new wifi router and need to connect the zmodo cameras to the new network\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Troubleshooting\nCustomer: Bought 4 new cameras and one will not allow me to set it up\nCustomer: It has never been setup before, this is the forst time\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are needing help with? \nHuman Agent: The device ID will be listed on a sticker on the camera.  It will start with ZMD or GSG\nCustomer: Zmd 18FLIG513248\nHuman Agent: ZMD18FLIG513248 does the indicator light show a solid blue light?\nCustomer: Yes \nHuman Agent: are you wanting the camera connected to 9092733931?\nCustomer: Yes\nHuman Agent: one moment I will bind it to your account.\nHuman Agent: The camera is now on your account.  If you refresh the app screen or log out and back in again you will see the camera on your account.\nCustomer: I bought 4 new cameras when I upgraded router. Install 3 no problem but this one and all my older cameras are not working\nCustomer: How do I do that without losing this chat\nHuman Agent: Yes I see many cameras on your account that are offline.\nCustomer: How do we fix them\nHuman Agent: We will stay connected for 7 minutes without activity.  You can see if you see the camera on yoru account then come back to chat.\nHuman Agent: Are the indicator lights on the older cameras blinking green right now?\nCustomer: Awesome that worked for the new one\nHuman Agent: great!  Are the indicator lights on the older cameras blinking green right now?\nCustomer: Will do them one at a time ok\nHuman Agent: okay\nCustomer: Zmd14EUDA258138 is blinking green\nCustomer: Now blinking blue\nHuman Agent: Zmodo QR code instructions: \n\nIf the indicator light on the camera is blinking, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n***The camera should be next to your router during setup, 5ft or less to your router***\n\nHuman Agent: You can try setup where the cameras are mounted but you have trouble with setup moving the cameras close to your router can help get them setup.\nCustomer: Where do I get the qr code\nHuman Agent: The QR code will be displayed on the app during setup.\nCustomer: Ok let me try\nHuman Agent: ok\nHuman Agent: 5 & 6 show online now."]
["Customer: Representative \nHuman Agent: How can I assist you?\nCustomer: My camera won't connect to the internet \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD11LI15208487\nHuman Agent: Thank you. Can you unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: It's blinking green\nHuman Agent: Can you unplug the camera and plug it back in now?\nHuman Agent: We want to restart it and then we will look for the ZMD_SAP network to do the setup.\nCustomer: I get that far. It won't take the wifi name \nHuman Agent: I understand. We will walk through the setup to troubleshoot it to see what is going wrong. Restarting the camera will often help with that. Did you unplug the camera and plug it back in after I asked?\nCustomer: I've done that \nHuman Agent: Okay, good. What light do you see on the camera after you plugged it back in?\nCustomer: Still blinking green \nHuman Agent: Okay, I just want to be sure since all of the instructions and questions I am asking are to help you get the camera setup. That is why I am asking them in specific orders and not just having you try the whole process. \nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Yes\nHuman Agent: Alright, good. Now you can do the Zink setup. Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nHuman Agent: When you get to the screen asking for your Wi-Fi name and password, let me know if it asks you to select from a list of networks or if it asks you to enter the Wi-Fi name.\nCustomer: It won't take my wifi\nCustomer: The list doesn't load \nHuman Agent: I understand. That is why I am asking you these questions.\nCustomer: And when I put it in manually it won't take it \nHuman Agent: Okay, so it asks you to choose from a list?\nCustomer: Yes\nHuman Agent: You will want to turn off your Mobile Data.\nCustomer: I turned it off and it's still not loading a list \nHuman Agent: Is your mobile data still turned off? You will want to restart the Zink setup after you turn off your mobile data.\nCustomer: Yes it is, I went through the whole process again. It won't load. \nHuman Agent: Are you still connected to the ZMD_SAP network? Are you using the same phone or tablet that you are using for the Live Chat support?\nCustomer: I'm using the same phone.\nHuman Agent: Are you still connected to the ZMD_SAP network? Or are you connected back to your Wi-Fi network?\nCustomer: I'm on wifi to message you\nHuman Agent: Alright, that might be part of the issue if you are reconnecting to your Wi-Fi network. Also, resetting the camera by pressing and holding the circle inside of the light on top of the camera may help. Press and hold until the camera powers down and reboots.\nCustomer: Ohk\nCustomer: Still not finding the wifi \nHuman Agent: Alright, what happened when you reset the camera?\nCustomer: It was holding green, rotated and started blinking\nHuman Agent: Then you can try forgetting your Wi-Fi network to be sure it is not reconnecting to it and not staying connected to the ZMD_SAP network. Also double check the mobile data in your phone settings.\nHuman Agent: After that, you can try uninstalling and reinstalling the app or use another phone or tablet for the setup.\nCustomer: I did that before coming to customer support \nHuman Agent: Those are the options that you have. You can try it again here. Try forgetting your Wi-Fi network to be sure it is not reconnecting to it and not staying connected to the ZMD_SAP network. Also double check the mobile data in your phone settings.\nHuman Agent: And we would want to try that after restarting and resetting the camera and turning off the mobile data.\nCustomer: I've fine everything but turn off data the first time. . I guess ima just leave it. \nCustomer: Done*\n\nCustomer: Thank you have a nice day\nHuman Agent: You're welcome. You have a good day, too.\nCustomer: Hello\nHuman Agent: Do you have another question?\nCustomer: How do I cancel my membership for now. \nHuman Agent: To cancel, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option.\n\nIf you do not have access to an android device currently you can follow this guide on how to cancel your subscription via Google. https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid\nCustomer: Thank you\nHuman Agent: You're welcome."]
["Customer: Live agent\nCustomer: Hi again! Just tried the zink connection but it failed. \nCustomer: Yes I’m here\nHuman Agent: When you did the Zink setup what occured?\nHuman Agent: Did you make it through the whole setup or?\nCustomer: When I got to the SSID and password, I added the info and press the check button, I’d get a message saying “Failed”\nCustomer: I triple check the information of the wifi/password\nHuman Agent: Okay, how far away were you from the camera and is this the only camera plugged in or are there more?\nCustomer: I’m here\nHuman Agent: I replied above looks like you didn't see it I said \"Okay, how far away were you from the camera and is this the only camera plugged in or are there more?\"\nCustomer: Yes I am here\nCustomer: Is there a way to connect the device/reset it so I can link it via QR?\nHuman Agent: You are not replying to me, No the camera only uses the QR setup.\nHuman Agent: I replied twice, I said both times \"Okay, how far away were you from the camera and is this the only camera plugged in or are there more\"\nHuman Agent: I meant the camera only uses the Zink setup."]
["Customer: Quiero eliminar el dispositivo y volverlo a instalar \nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon. No es necesario eliminar un dispositivo al configurarlo de nuevo. ¿Estás intentando configurar las cámaras sin conexión en tu cuenta?"]
["Customer: Hi. I got new WiFi and online it told me to click the reset device button to join the new WiFi but unfortunately the reset device is greyed out and not able to be selected \nCustomer: It did not automatically revert to set up mode\nCustomer: How do I manually initiate the initial set up\nCustomer: It’s not in set up mode\nCustomer: -1\nCustomer: I tried \nCustomer: -1\nCustomer: There is no button to bpush\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: I need customer service \nHuman Agent: You do not need to reset the device. You will just want to do the initial setup to connect the cameras to a new Wi-Fi network.\nHuman Agent: To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Do I need to delete them prior?\nHuman Agent: No, you do not need to delete them from your account.\nCustomer: Okay I will try that\nCustomer: Thank you\nHuman Agent: You're welcome.\nCustomer: What if my camera doesn’t read the qr code\nHuman Agent: There could be a few reasons for that. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I’m working with two. The first one is ZMD16H7IA200672 and the other is ZMD16HAIA201644\nHuman Agent: Both of those cameras are online now. They did read the QR Code and they are connected to your Wi-Fi network.\nCustomer: Do you need more information from me to help troubleshoot\nHuman Agent: No, did you get my response to your message with the camera IDs? The cameras are online now. They did read the QR Code and they are connected to your Wi-Fi network.\nCustomer: Hello? \nHuman Agent: Are you receiving my messages?\nCustomer: I did not receive your messages, my apologies \nHuman Agent: That is alright, it is not your fault. Both of those cameras are online now. They did read the QR Code and they are connected to your Wi-Fi network.\nCustomer: My new WiFi network I hope?\nCustomer: I just checked and they are connected. Thank you so much \nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: Set up\nCustomer: still doesn't work \nCustomer: I have done everything that is in your list 1- 6 and it keeps timing out \nCustomer: how do I contact support?\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ok\nCustomer: ZMD16LG17551359\nHuman Agent: Thank you. Let me take a look.\nCustomer: Thanks \nHuman Agent: It looks like that camera is already online, so it is connected to your Wi-Fi network. You will want to try to add it to your account with a LAN Search in the app. \nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct."]
["Customer: I got new wifi. How do I reconnect my cameras?\nCustomer: Set up\nCustomer: How to reconnect my cameras to a new wifi\nCustomer: Please help with the serup\nCustomer: Blinking green \nHuman Agent: Hello, my name is Grant. To set up the cameras on your account, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween\nCustomer: I do not see a plus sign anywhere on the app\nHuman Agent: Are you using the Zmodo app or the Smartz Eaze app?\nCustomer: D/static_file/4abeb51feb_1_20241015154608.png\nCustomer: D/static_file/3327522af4_1_20241015154614.png\nCustomer: Smartz Eaze app\nHuman Agent: Okay, you are using Smartz Eaze. Tap on Devices and then scroll down and tap on Add Device.\nCustomer: Thank you\nHuman Agent: You're welcome."]
["Customer: Hola no logro conectar mi cámara no quiere sanear el codigoQR\nCustomer: Aun no logro conectarlas, seguí todas las recomendaciones \n\nCustomer: No se quiere conectar al código Qr\nCustomer: Cambia de color azul y verde y sigue parpadeando y no hace nada más \nCustomer: Aun no logro conectarlas,  ya verifique la contraseña pero aun nada\nCustomer: Agente \nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debería comenzar con ZMD y debería estar en una pegatina blanca en la cámara o en el soporte, normalmente debajo de un código de barras.\nCustomer: ZMD19I2IHA21955\nHuman Agent: ¿Y la luz cambia a azul parpadeante cuando le muestras el código QR a la cámara?\nHuman Agent: ¿Podrías enviar una captura de pantalla del Código QR que estás mostrando a la cámara?\nCustomer: Si y hace cm un sonido\nCustomer: No me permite realizar el envío de la captura.\nHuman Agent: Puedes adjuntarlo al chat o enviarlo a support@zmodo.com\nCustomer: Lo envié al email \nHuman Agent: ¿Desde qué dirección de correo electrónico lo enviaste?\nCustomer: Orializ.rivera14@gmail.com\nHuman Agent: Bien, es un error de configuración de ubicación. Cuando ingresa la contraseña de Wi-Fi en la aplicación, dice \"Unknown SSID\", donde debería mostrar el nombre de su red Wi-Fi.\nCustomer: Perdón no le entendí. \nHuman Agent: Deberá ir a la configuración de su teléfono y asegurarse de que la Ubicación esté activada. Luego vaya a la configuración de la aplicación en la configuración de su teléfono, busque la aplicación y luego vaya a Permisos de ubicación. Asegúrese de que esté permitido usar su ubicación y, si hay una ubicación precisa, actívela también.\nCustomer: Perfecto lo intentaré"]
["Customer: Troubleshooting\nCustomer: Howbcan I get set up mode screen\nCustomer: Log in. Failed\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Need help to set up camera and connect it to my internet\nHuman Agent: Is this a new camera or one that was previously set up before? \nCustomer: Just renewed payment\nCustomer: Previous \nHuman Agent: Okay, Have you tried to go through the QR setup to try and connect the camera yet?\nCustomer: Qr code not showing up\nCustomer: How do I get that?\nHuman Agent: I will send you the QR code setup instructions, one moment. \nCustomer: Ok\nHuman Agent: QR Code Set Up\n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\nCustomer: Qr not appearing \nHuman Agent: Can you take a screenshot of how it looks for you when you get to the end of the setup and send it to me?"]
["Customer: Set up\nCustomer: I don't know how to set up\nCustomer: The start\nCustomer: I don't know how to start set up\nCustomer: Green do they have to be plugged in\nCustomer: I ordered wirelessthe number on the box is zm-w0002-2-cr\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zm-w0002-2-cr\nHuman Agent: That is not the Device ID. The Device ID will be on the sticker on the camera."]
["Customer: Set up\nCustomer: I purchased a new camera, the light on the camera is flashing green. I tried to set up and the QR code is on my screen. I’m following the instructions, times out everytime. Any suggestions??\nCustomer: I’m going to move closer to the router and see if that works \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera?  The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: We moved and I’m trying to setup cameras to new WiFi without any luck. \nCustomer: Can you tell me setup instructions\nHuman Agent: Hi my name is Wendy.  Please provide the device ID of the camera/s  you're needing help with. Check the sticker on the device, which might start with ZMD or GSG, typically found under the barcode. \n\nCustomer: ZMD12L345234681\nHuman Agent: ZMD12L345234681\t uses Zink setup.  Is the indicator light on the camera blinking green right now?\nCustomer: Yes\nHuman Agent: ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have a tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step."]
["Customer: Set up\nHuman Agent: Hi my name is Wendy.  What is the device ID on the solid blue camera?\nCustomer: It has a flashing blue light\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: ZMD17A8I7204757\nHuman Agent: If the indicator light on the camera is blinking, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*"]
["Customer: Set up\nCustomer: I’m hooking my camera that is already on my app previously used but a new wifi. Do I have to add the camera to wifi to get it to start playing live view or how do I get it to work live?\nCustomer: How do I connect to wifi\nCustomer: How do I connect the camera to the wifi\nHuman Agent: Hello, my name is Grant. You will use the QR Code setup method to connect the camera to your Wi-Fi network. Do you still have the quick guide that came with the camera?\nCustomer: I manually add my device id to establish a new network connection but it says the camera is not supported on this app. I’ve always used this app to view my camera. What’s wrong with it?\nCustomer: No I do it \nCustomer: I tried to manually enter my device id but it’s notnworking\nCustomer: I do not have the manual \nCustomer: I’ve had this camera for a while now so having the start guide is definitely a no! I’ve had this camera probably 7  years \nHuman Agent: Okay I can send you the QR code you need to start the set up. Do you have another phone to do the set up with so we can continue the chat on this device. If not do you have a computer that can display the QR code if I email it to you. If so what is the best email to send it to? \nCustomer: I have a computer . My email is howella85@yahoo.com \nHuman Agent: Alright, I sent you the email. Tap the \"+\" icon on the app home screen in the top right. Make sure your camera is powered on and flashing green. Tap Start Installation at the bottom of the screen. Scan the QR code included in this email when prompted by the app. Follow on-screen instructions, input your WiFi password, and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will scan the QR code on the phone screen.\nCustomer: Let me know when you send it please \nHuman Agent: Did you receive my previous message?\nHuman Agent: After you gave me your email address I responded. I will send the message again.\nHuman Agent: Alright, I sent you the email. Tap the \"+\" icon on the app home screen in the top right. Make sure your camera is powered on and flashing green. Tap Start Installation at the bottom of the screen. Scan the QR code included in this email when prompted by the app. Follow on-screen instructions, input your WiFi password, and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will scan the QR code on the phone screen."]
["Customer: Set up\nCustomer: Operator \nCustomer: Agent \nCustomer: Troubleshooting\nCustomer: Agent \nHuman Agent: Hi my name is Wendy.  How can I help?\nHuman Agent: What is the device ID on the camera you are wanting to setup?  The ID will be on a sticker on the camera, it will start with ZMD or GSG\nCustomer: I have a new Wi-Fi at my house. How do I set up my current zmodo, to connect to the new wi.Fi\nHuman Agent: Your devices currently show online.  If you are wanting to set them up to a different wifi you would first want to unplug the wifi router that they are currently setup on.\nHuman Agent: also unplug the ethernet cable from the router that runs from the NVR to the router and plug it into the new router.\nHuman Agent: Unplugging the current wifi router should get the indicator lights on the cameras to start blinking green.  When they are blinking green you can set the cameras up to the new router by using Zink setup\nCustomer: Okay I will try that\nCustomer: How to l get the nvr box to start working an recording video again \nHuman Agent: The NVR needs to be connected to the new router along with the cameras -when all the devices show online again the NVR should be recording footage from the cameras\nCustomer: If I want to use the cloud service. What is the price per month to have cloud recording with 3 of my cameras? What would be the total price monthly\nHuman Agent: It depends on which plan  you want. \n\n The 7-day plan is $4.99/month per device\nThe 30-day plan is $9.99/month per device\nHuman Agent: So you would be looking at either $15 or $30 a month for (3) cameras \nCustomer: In my previous experience, I was able to set up the 3 cameras to my WiFi, but I could not get the Nvr to work any tips for setting up the nvr\nHuman Agent: It just needs to be connected to the new router with an ethernet cable\nHuman Agent: that should get the NVR online on the new router\nCustomer: Okay I'll try it again but I have it connected directly right now to my router and it is not recording video \nHuman Agent: The NVR currently shows online.  Do you have a monitor/mouse connected to it?\nCustomer: No\nHuman Agent: YOu would want to connect a monitor/mouse to see if the cameras are setup to the NVR\nCustomer: What do you mean by a monitor mouse\nHuman Agent: Plug in a HDMI monitor and USB mouse to the NVR\nHuman Agent: Login to the NVR to see if your cameras are setup to the NVR\nCustomer: You mean set up a computer screen with a mouse to the nvr using a HDMI cable.\nHuman Agent: not a laptop but yes a computer monitor\nCustomer: Okay\nHuman Agent: You can look at the back of the NVR. some NVRs have HDMI and VGA connectors others only have HDMI\nCustomer: What is the website I go to view the nvr cameras\nHuman Agent: the web app is user.zmodo.com\nCustomer: Okay, thank you for your help.I will give this a try later on today\nHuman Agent: okay.  Live chat agents are here on live chat until 6pm CST if you need help later.  We are avaialble M-F 9am-12pm CST and 1pm-6pm CST -just ask for an AGENT\nCustomer: Thank you \nHuman Agent: You're welcome!\nCustomer: 👍"]
["Customer: Troubleshooting\nCustomer: We had a change in WiFi can’t figure out how to update \nCustomer: So delete camera then reinstall?\nCustomer: Ok I will try thanks\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. No need to delete the devices when setting them up on a new wifi network. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: One of my devices is plugged in but not connecting. I moved so it's the first time I'm using it with a new wifi. I don't know how to connect it to the new wifi.\nCustomer: I don't know what the process was and the devices are connected on the app still\nCustomer: Can I just edit the wifi it's connected to on the app?\nCustomer: Can I speak to a call center representative some how.\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: So I have 2, one is plugged in and one is not, I'm not sure which one is plugged in and I'm not home right now. I do have both ID numbers on the app here.\nHuman Agent: Do you still have the quick guide that came with the cameras?\nCustomer: I don't think so\nHuman Agent: Okay I can send you the QR code you need to start the set up. I will send you the code and the setup instructions for when you are with the cameras. What is the best email to send it to?\nCustomer: Brischilling91@yahoo.com\nHuman Agent: Thank you. I have sent you an email with the QR Code to start the setup and the setup instructions.\nCustomer: The devices are still connected to the app, is there no way to reset the wifi from the app? I'm on vacation, that's why I need the camera on.\nHuman Agent: That is how you would give the camera new information. The QR Code setup is how you connect the camera to Wi-Fi.\nCustomer: Forget it.\nHuman Agent: There is not a way to connect the cameras to a different Wi-Fi network remotely. You would need to do the QR Code setup with the cameras."]
["Customer: How can I change mi WiFi for zmodo cameras ?\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: My cámara isn’t working \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and scan the QR code I provide below to access the QR setup. \n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nHuman Agent: D/static_file/cd4d0fbda0_1_20241106172209.png"]
["Customer: Set up\nCustomer: Unable to join network \nCustomer: Customer service \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD31KD44201258\nHuman Agent: Can you unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: Right now it’s solid green\nCustomer: Now it is blinking green\nCustomer: Now it is blinking blue\nCustomer: Back to blinking green\nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: That is the network I am on currently.\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nHuman Agent: I want to let you know that the Live Chat support will close in 10 minutes. If we run out of time, then I will send you an invitation to schedule a callback.\nCustomer: I will try it again, but I’ve already gotten that far with it, saying I was not able to join the net work.\nHuman Agent: Well, you said you are already connected to the network, correct?\nCustomer: The Sap network Correct \nCustomer: But it puts me in a loop when I try to join our net work, saying it cannot join\nHuman Agent: So then you would not get the message saying you are unable to join the network, because you are already connected to the network.\nCustomer: The error is “unable to join G34-6E39” my home router\nCustomer: Do I need to switch my setting to my home router?\nHuman Agent: Then you may want to double check the password or the network. Does it give you a list of networks to choose from? And is that network in the list? Or do you have to type your Wi-Fi network name in to the app?\nCustomer: I’ve tried manually and selecting it. And double check the password. all are correct.\nHuman Agent: So you do see it in the list to choose in the app?\nHuman Agent: Can you go to your Wi-Fi settings and connect to your Wi-Fi network? Then tap on the settings button next to the network and tap on Forget this network. That will disconnect from the network and then it will show in the list of available networks. You can tap on it and reconnect with the Wi-Fi password.\nCustomer: Yes, same error- unable to connect \nHuman Agent: You should not get that error in your phone's Wi-Fi settings.\nCustomer: I’m in the link setup when I get the error \nHuman Agent: If you are getting that message in your Wi-Fi settings after you forget the network, then it is either an issue with the Wi-Fi password or the network. You would want to check the password and restart the router.\nHuman Agent: Can you go to your Wi-Fi settings and connect to your Wi-Fi network? Then tap on the settings button next to the network and tap on Forget this network. That will disconnect from the network and then it will show in the list of available networks. You can tap on it and reconnect with the Wi-Fi password.\nHuman Agent: The Live Chat support will be closing for the evening. You can tap on Schedule Call to make a callback appointment if you would like to. Have a good evening."]
["Customer: How to start up my cameras\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Iam scanning the QR code and the camera is not connecting \nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD18FLIG500394\nHuman Agent: Thank you. Let me take a look.\nCustomer: Ok\nHuman Agent: That camera is online, so you will want to try to add it with a LAN Search in your app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Smartz Eaze app and tap on Devices. Then tap on Add Device and tap on the four squares in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct."]
["Customer: Troubleshooting\nCustomer: Spanish\nCustomer: Agent\nCustomer: Customer care agent\nCustomer: Hola \nHuman Agent: ¿Cómo puedo ayudarte?\nCustomer: No puedo instalar talvez me pueden ayudar con el manual \nCustomer: Es un kit con nvr \nCustomer: Quiero adicionar una camara de exterior pero le trato y no la lee\nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD o GSG y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras.\nCustomer: No sé puede leer bien \nCustomer: Zmd13hfda21751\nHuman Agent: A ese ID de dispositivo le falta una letra o un número. ¿Puedes enviar ese ID de dispositivo nuevamente o enviar una foto del mismo?\nCustomer: Está borroso no se puede ver bien \nCustomer: No la puedo conectar \nHuman Agent: Entiendo que no puedes conectarlo. Con el ID del dispositivo puedo buscar la cámara para ver qué hay que hacer para conectarla. ¿Puedes enviarlo de nuevo o tomarle una foto y enviarla?"]
["Customer: How to reconnect cameras to wifi\nHuman Agent: Hello, my name is Grant. To set up the cameras on your account to a new Wi-Fi network, you will use the QR code method. \n\nOpen the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Set up\nCustomer: Cameras don't want to catch qr code \nCustomer: The camera is blue they've both been on I changed WiFi trying to get them back on my account \nHuman Agent: Hi my name is Wendy. \nHuman Agent: Please provide the device ID of the camera/s  you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: Model ZP-IBH23-W\nCustomer: Zmd 17DFI7800463\nHuman Agent: ZMD17DFI7800463 shows a solid blue light? Are you wanting the camera connected to sanchezannalisa58@gmail.com\n?\nCustomer: Yes there's 2\nHuman Agent: There are 2 cameras that show a solid blue indicator light?  What is the other ID?\nCustomer: Let me get it \nHuman Agent: okay thanks.  Are you wanting the cameras connected to sanchezannalisa58@gmail.com?\nCustomer: Yes this one is green \nCustomer: 17DFI17800146\nHuman Agent: zmd17DFI17800146 this one, has it been setup before? or is it new?\nCustomer: There's suppose to be 2 \nHuman Agent: zmd17DFI17800146 this one, has it been setup before? or is it new?\nCustomer: They've both been set u I just changed WiFi \nCustomer: So I had to undue them was trying to put them both back but only the first one is catching \nHuman Agent: zmd17DFI17800146  may have a typo, it doesn't pull up any info.  Could you type out this ID again? or attach a clear picture of the ID?\nCustomer: I've been going at it \nHuman Agent: zmd17DFI17800146  may have a typo, it doesn't pull up any info.  Could you type out this ID again? or attach a clear picture of the ID?\nCustomer: Yes\nHuman Agent: okay thanks\nCustomer: ZMD17DFI7800146\nHuman Agent: ZMD17DFI7800146 this one will need to be setup using QR code setup.  The indicator light is blinking green on this one? or is it solid green?\nCustomer: It solid green \nHuman Agent: Solid green can indicate a power issue.\n\nIs the camera connected directly into a wall outlet, a power strip, a surge protector, or an extension cord?\n\nIf you are using a power strip, surge protector, or extension cord, please unplug from that, plug the camera in directly to a wall outlet with the original power adapter.\n\nOr try a different working power adapter, see if that will get the camera to power on and start blinking green or switch to solid blue.\n\nCustomer: It on \nHuman Agent: it on? I don't understand.\nCustomer: Yes the camera is on solid green \nHuman Agent: Solid green can indicate a power issue.\n\nIs the camera connected directly into a wall outlet, a power strip, a surge protector, or an extension cord?\n\nIf you are using a power strip, surge protector, or extension cord, please unplug from that, plug the camera in directly to a wall outlet with the original power adapter.\n\nOr try a different working power adapter, see if that will get the camera to power on and start blinking green or switch to solid blue.\nCustomer: I just unplugged it and plugged it back on \nCustomer: It blue \nCustomer: The one I just gave you \nCustomer: So know what \nHuman Agent: I see it -one second I will add it to your account now.\nCustomer: Thank you so much my hand hurts 😭\nCustomer: My gosh \nHuman Agent: Both cameras are now connected to your account.  If you refresh the app or log out and back in again you will see both cameras on your account.\nCustomer: Ok let me try thank you so much \nHuman Agent: You're welcome!"]
["Customer: Set up\nCustomer: The ZMD network is not popping up to connect my camera to\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Its possible that the camera may not use the Zink setup anymore and the setup has changed for the camera, is this a new camera you are trying to connect or if it a camera that was setup previously?"]
["Customer: 13XG17AA001302K\nCustomer: Can not connect 13XG17AA001302K to my account \nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Customer support please \nHuman Agent: Hi my name is Wendy.  13XG17AA001302K uses a setup method that is unfortunately no longer supported.  This camera can no longer be setup.\nCustomer: D/static_file/281cb1f910_1_20241105164957.jpg\nCustomer: D/static_file/b85f4da868_1_20241105165047.jpg\nCustomer: How about this one \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up info on these devices, one moment. \nHuman Agent: This is a 720P camera, when you look at the camera while its plugged in do you see any lights? what color are they and are they flashing or solid?"]
["Customer: Add a camera\nCustomer: Representative\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\n\n\nCustomer: Hi. I can’t get a cam added. This cam was one I have had before but it wouldn’t update so I deleted the device from my setup and am now trying to add it back again. \nHuman Agent: Okay, what color are the lights on the camera and are they solid or flashing?\nCustomer: I try to add it thru the QR code but it never goes to the next step. \nCustomer: Flashing green at first but then goes solid blue. \nHuman Agent: Okay, if its turning a solid blue that means its connecting to something. Can you tell me what this cameras ID number is? it will be on the cameras sticker and start with ZMD, what that I can look it up and see if it is showing as online or not from my end. I will not be able to see the video footage it just tells me if its on or offline. \nCustomer: Zmd18adih529929\nHuman Agent: This camera is currently online and also on the account right now, it shows it is named CH7\nCustomer: It was named backyard cam but I guess it changed when I deleted the device. How do I get it added then?\nHuman Agent: Can you check the device list and perhaps refresh it to see if that camera pops up, if it does click live on it and let me know if you can view the footage or not. \nHuman Agent: Its named CH7 right now\nCustomer: One sec. \nHuman Agent: Okay\nCustomer: It’s online and I see the footage. I can’t seem to get the firmware to update. It keeps failing. \nHuman Agent: Okay, now that the camera is back online, is the camera inside by the router right now?\nCustomer: Yes\nHuman Agent: Okay, try the update now again and see if it finishes this time. Do not unplug the camera or the router while it is updating, its normal for the cameras lights to start flashing when it gets close to finishing as it reboots itself. Let me know if it fails again, the update should not take longer then 5-7 minutes typically. \nCustomer: I’ll try to update it again. If it keeps failing I’ll message back lol. Thank you for the help. \nHuman Agent: No problem, if its been fore then 5 minutes without a message the chat will time out, if that occurs just message again, we will be open until 6PM central time"]
["Customer: I am not able to connect my cameras to phone app\nCustomer: I cannot connect my cameras\nCustomer: We have tried all that\nCustomer: How do i contact the support agents\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD17A817200914\nHuman Agent: Thank you. Can you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Complete green lite is blinking\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Done this several times\nHuman Agent: When you show the QR Code to the Zmodo camera, hold your phone screen close to the camera and pull it back. Watch the light in the camera and let me know if it changes from the flashing green.\nCustomer: ok I will try again hold tight\nCustomer: still not working\nCustomer: keeps blinking green\nHuman Agent: Can you send a screenshot of the QR Code that you are showing to the camera?\nHuman Agent: And it did not change at all at any point? Not even just the light turning off and stopping flashing while you were showing the QR Code to the camera?\nCustomer: How do i send you a screen shot\nHuman Agent: You can attach it here in the chat and send it or you can send it to support@zmodo.com.\nCustomer: ok give me a minute \nCustomer: I just sent it to support@zmodo.com\nCustomer: let me know you received it\nHuman Agent: What email address did you send it from?\nCustomer: devostacey@gmail.com\nHuman Agent: So we will want to try a few things here. First, are the red infrared lights for night vision on inside of the camera?\nHuman Agent: Do you have any cracks or scratches in the phone screen that you are showing to the camera?\nCustomer: No\nCustomer: I dont believe the infrared lights for night vision on inside of camera\nCustomer: how do i check the infrared lights\nHuman Agent: You would just look at the camera and if there are red lights on around the camera lens, then the infrared lights are on.\nCustomer: no there are not\nHuman Agent: Alright, can you go to your Wi-Fi settings and tap on the settings button next to your Wi-Fi network? Then you will want to tap on Forget this network. That will disconnect you from the network and it will show up in the list of available networks. Then you can tap on it and reconnect with the Wi-Fi password.\nHuman Agent: Then you can go to the display settings on the phone and make sure Dark Mode is off. Make sure Night Shift, Eye Comfort Shield, or any other blue light filter settings you have are turned off. Then also increase the brightness all of the way up on the phone.\nCustomer: Complete still does not work\nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: It does not locate ZMD_SAP\nHuman Agent: Alright, because the camera should also be producing the ZMD_SAP network if it is just flashing green. Is there a blue light in the camera as well as the green light? You may need to look in to the camera at a slightly different angle or cover it some if it is somewhere bright.\nCustomer: I do not see a blue light.  I have to leave at this point.  Very disappointed I have trying to get this to work for 2 hours."]
["Customer: Troubleshooting\nCustomer: No I changed my wifi and I can't get it to pair \nCustomer: Trying to set up camera on new wifi\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\n\nCustomer: I have did this but the zmd-zap is not there\nHuman Agent: The ZMD_SAP network is not mentioned or used in the instructions I provided. \nCustomer: All I am trying to do is change internet company \nCustomer: Set up camera to the new one\nCustomer: On the zink connection \nHuman Agent: The Zink option is not what I provided instructions for. Please follow the instructions provided. I'll paste them again below. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: This is camera 1st time my camera was working just charging internet service \nCustomer: Just need camera to pick up wifi\nHuman Agent: I understand. Please follow the instructions provided in order to set it up on the new network. \nCustomer: All camera are on the houses can't reach them \nHuman Agent: Are they currently blinking green?\nCustomer: They are installed on the house i cannot see them\nHuman Agent: If you do not have the ZMD_SAP network available and cannot see the light currently, you would either need to get up to them or bring them down temporarily. Unless you possibly have an old extender still broadcasting the old network at which point you could unplug that and check for the ZMD_SAP network to try Zink again instead. You could also restart them and check for that. \nHuman Agent: We will be closing in 5 minutes. If you would like a callback, you may hit the callback button to schedule one for a future date. If you'd prefer email follow up in the future instead, please let me know a good email to reach you on."]
["Customer: Troubleshooting\nCustomer: talk to agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: my once camera is not connecting\nHuman Agent: Okay is this a new camera or one that was previously setup?\nCustomer: 19i2ih404370\nHuman Agent: Okay, it looks liek for that camera it can use the Zink setup or the QR setup, which setup have you tried sofar?"]
["Customer: I need to speak with a customer support agent about setting up some cameras. I was just in a chat with them. \nCustomer: I was just in a chat about adding 4 cameras that needed to be released from another account. That is now done. I need help adding them as the app isn’t working. Thanks\nHuman Agent: Hello, you've reached customer care, my name is Kylie. When you look at the lights on the cameras what color are they and are they flashing or solid?\nCustomer: Flashing green \nCustomer: Only 1 is plugged in right now \nCustomer: But they all can do that \nHuman Agent: Okay, Have you tried to go through the setup with the cameras at all to try and connect them to your network after theyw ere unbound yet?\nCustomer: yes. It fails when I enter the ssid and pw.  Same as before they were inbound. \nCustomer: I can send you the SN’s. \nHuman Agent: Okay, sometimes in the setup it can say failure when the phone is not compunicating with the ZMD_SAP netwrok properly and is using Data isntead of the ZMD_SAP like it should, try turning off the phones Celular data/mobile data then try the setup again.\nCustomer: ZMD131JK. 286721, 286782, 286725, 286727. \nCustomer: I have tried that and it didn’t help. Has the same issue the other day with another older zlink camera. \nHuman Agent: Do you see my message above about the setup? if not I will resend it sometimes it doesn't deliver all the messages at times. \nCustomer: Yes. It did not help. \nCustomer: Should have been ZMD131JKDA.  \nHuman Agent: Okay lets do some more things that could help,  Unplug all the cameras except 1, go into the wifi settings and connect to the ZMD_ZAP network then tap either the I or a settings gear next to that Wi-Fi name and forget the network, after that reconnect to it again, if any messages regarding permissions or if it asks you if you want to stay connected say always or stay connected then try the Zink setup again. \nCustomer: Ok. I still get a failure message when trying to connect. \nCustomer: Cant you just add them ?  ZMD131JKDA 286721, 286782, 286725, 286727. \nCustomer: Someone helped me the other day without using the app. \nHuman Agent: . You have to go through the setup to get them online there on the network I cant remotely make them come online unfortunately\nCustomer: It’s not working. Someone did that the other day with another camera I was having issues with. They gave me an ip address to connect to. Then added it. \nCustomer: Can you look at my chat history for This account? \nHuman Agent: We are able to add cameras that are online to an account, but that does not make them come online again. There is no way for us remotely to do the actual setup for you to get the cameras back online\nCustomer: So you can’t see the camera  was trying to add ? \nCustomer: I just did this the other day with another camera. \nHuman Agent: I can, they are all offline\nCustomer: Only the 721 one is plugged in. \nHuman Agent: sorry misunderstood the question, I meant I was able to look up the camera and it tells me its offline, we don't have the ability to see the footage from cameras at all it just tells us if the camera is getting internet, or if it is not. \nHuman Agent: none of the cameras whos ID's you have sent are currently online at all\nCustomer: What does online mean ? \nHuman Agent: I looked up all of them when I checked. \nHuman Agent: connecting to internet is what Online means.\nHuman Agent: You have to do the setup to add the cameras to the account.\nCustomer: Well that’s the issue. The only way I know how to connect is through the app and that’s not working. \nCustomer: The other day someone had me connect to an ip address they sent and got it to connect that way and then they\nCould add it to can’t you do that too ? \nCustomer: D/static_file/f602b74efd_1_20250113143440.png\nCustomer: D/static_file/0ff9da88b9_1_20250113143510.png\nCustomer: This is the end of the conversation. I don’t have a picture with the up address. \nHuman Agent: That's not us doing it for you that's you using a method called the Non app setup to get the camera online yourself then after the device is online then we add it, as I said earlier we only add online cameras to accounts. You can try that setup but with the firmware on these cameras it may not work because they are more up to date then the previous one you inquired about, the Non app setup only works for older firm wares typically. \nHuman Agent: Here are the Non app setup directions you can attempt if you wish.\nHuman Agent: Please connect your phone to ZMD_SAP, open your internet browser (likely Safari on Apple devices), and then enter the following IP address into the address bar- 192.168.10.1:8087. If it loads, it will ask for an SSID, password, UserID, and Client count. SSID will be the name of your network and must be exactly as it shows in the wifi settings of your phone. Password is the password of the network. UserID you can put 0 and client count you can put 1. Then hit OK to submit. If it sends it properly, you should go to a page with small text that says result Ok along with other information. At that point, watch the camera to see if it goes to flashing blue and you may reconnect to your own wifi to let me know what happens. \nCustomer: I’ll try anyway. Give me a minute \nHuman Agent: Okay no problem\nCustomer: Yeah that didn’t work. \nHuman Agent: If that did not work then the only option is the Zink setup unfortunately.\nHuman Agent: Are you able to try the setup perhaps from another device such as another phone or tablet?\nCustomer: Ok. Its too old firmware to use QR code ?  \nCustomer: I will try that if it’s the ok option."]
["Customer: Well I'm trying to connect to zmoto\nCustomer: Not to my knowledge \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. \n\nHuman Agent: What is the ID of the device you're trying to connect? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Still not working \nCustomer: It’s saying that the device already has an account but it’s a new device \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I would like to look up the device to see what account it is bound to, can you send me all the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid. \nCustomer: Okay sorry I’m at work\nHuman Agent: Are you not able to provide the Model and ID numbers at this time since you are at work?\nCustomer: ZMD17HHI7800771\nCustomer: FCC ID:zk8-bfs23nm\nModel:zp-ibh23-w\nCustomer: D/static_file/4fd8f51fbb_1_20250307101012.jpg\nHuman Agent: This camera is online but not tied to an account at all. Can you try closing the app, reboot the camera by unplugging and plugging it back in, then when the camera turns solid blue again then open the app and try to add it again, jsut let me know if it still gives you a message that says its bound to another account or not\nCustomer: Yes still does the same I’m a bit confused now\nHuman Agent: What is confusing for you?\nHuman Agent: Is the camera not going to a solid blue or what are the lights on the camera doing?\nCustomer: It’s solid blue\nCustomer: It’s still saying it’s bound to an account\nHuman Agent: Is this the ZMD17HHI7800787 camera, or the ZMD17HHI7800771 camera that is solid blue that you are trying to add?\nCustomer: 800771\nHuman Agent: Okay, that camera is still not bound to another account, Can you try deleting the app, reinstall the app then try again to add the device. Let me know if it still gives you trouble or not\nCustomer: Okay\nHuman Agent: It looks like the camera was just setup on an account. It looks like there is an NVR on the network you are connected to and the NVR connected the camera to another account.\nHuman Agent: The camera is setup on a @homeaide.us email address and the first two letters are \"jo\". Do you recognize the email address? And if you do, then do you have access to the account or the email address?"]
["Customer: It’s not letting me set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: My son deleted one camera how can we get it back??\n\n\nCustomer: Device is in our vaccation house far away\n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What would you like the device to be named?\nCustomer: Bbq area\nHuman Agent: Okay, it's been added, but will be set to central time for the time zone until you change it. You can close the app, reopen it, make sure you can see it, then go to devices, then tap on the device, then tap where it has the name/ID, then you can choose the time zone option. \nCustomer: Wow Thank you so much!!!!!!!\nHuman Agent: No problem, is there anything else I can help you with?"]
["Customer: Trying to set. Doesn’t do anything when I hold camera in front of camera. Please help. \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: D/static_file/c131f1acc4_1_20250211134910.jpeg\nCustomer: Nothing happens when trying to connect. Please help. \nHuman Agent: Thanks. The camera should go to blinking blue once it reads the QR code you show it. I'll go ahead and provide the QR instructions below along with a request for a screenshot of the QR code if it does not react at all in that way. \nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Buenas tardes, necesito cambiar una cámara de red ..o eliminarla para ingresar con la red nueva\nCustomer: Ya lo intente , pero no me da el código QR . \nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon. Para configurar su cámara, primero deberá asegurarse de que su teléfono esté conectado a la red de 2.4 Ghz en la que desea configurar la cámara y que la cámara esté encendida y con su luz indicadora parpadeando. Una vez hecho esto, puede ingresar a la aplicación y seguir las instrucciones a continuación.\n1) Presione el signo más en la parte superior derecha de la página de inicio y seleccione la opción Código QR\n2) Continúe hasta llegar a la página donde le solicita la contraseña. En esa página, asegúrese de que aparezca el nombre de su red después de donde dice \"Su(s) dispositivo(s) se conectarán\". Si no, por favor hágamelo saber.\n3) Ingrese la contraseña de su red. Tenga en cuenta que distingue entre mayúsculas y minúsculas.\n4) La siguiente página mostrará un código QR en la pantalla del teléfono que deberá mostrar a la cámara sosteniéndolo a entre 6 y 8 pulgadas de la lente de la cámara. Si lo lee, la luz indicadora de la cámara debería comenzar a parpadear en azul.\n5) Si tiene éxito, la luz indicadora debería volverse azul fija y la aplicación le pedirá que le dé un nombre al dispositivo si aún no está en su cuenta (de lo contrario, puede salir de la configuración en este punto si ya la tenía en su cuenta).\nSi la cámara no se vuelve azul fija después de aproximadamente 30 segundos de mostrarle el código QR, tome una captura de pantalla del código QR y envíela aquí para que la verifique."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: QR connection beeps but won't complete setup\n\nCustomer: Light changed from blue/green alternating flash to solid blue\n\nCustomer: But it's still won't complete setup\nCustomer: -1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device, can you send me all the solid blue cameras ID number and model. The ID will start with ZMD or GSG, not the fccid. I will try to look up the device. \n\nCustomer: 19h318d45911\nHuman Agent: I believe this camera is online, it just did not add to the account, I can add it to the account for you since it seems like its online then have you check to see if you can view it live or not. \nCustomer: Ok\nHuman Agent: To add the camera I just have to name the device, what do you want me to name this camera?\nCustomer: Downstairs\nHuman Agent: Okay, One moment while I add it. \nHuman Agent: I added the camera now. You may have to refresh the app but try to see if you can view the camera live video or not. \nCustomer: Great! That worked. Ty!\nHuman Agent: Thank you as well, have a great day!"]
["Customer: How the I change WiFi settings \nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Contact support number\nCustomer: Agent. \nCustomer: Changed my WiFi how do set up new WiFi \nCustomer: Custermor care agent\nHuman Agent: You will need to setup the cameras with the initial setup method. It looks like the Pan&Tilt cameras will use the Zink setup and the Mini Pro cameras can use the QR Code or the Zink setup methods."]
["Customer: Troubleshooting\nCustomer: Not connecting to internet\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Trying to hook up my camera \nCustomer: Done\nCustomer: Next?\nCustomer: Customer service please\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like the cameras on your account would need to use QR setup rather than the Zink setup you inquired about. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera you are trying to set up or are you trying to reconnect a camera that was setup previously?\nHuman Agent: We will be closing at 6PM central time which is in 8 minutes. I can follow up via email if you prefer, Send a callback scheduler so you can schedule a callback or we can just chat until 6PM what would you like to do?\nHuman Agent: We are currently unavailable for live chat support, but you can reach out to us via email support@zmodo.com. Our new hours of availability are:\n\nMonday to Friday: 9am to 12pm and 1pm to 6 pm CST\nExcluding Holidays\n\nYou may also contact the chat outside of our hours again to speak to our AI chatbot Mira who can assist with some troubleshooting. I've also sent a callback scheduling form where you can click the button in the chat in order to schedule a callback for a future date if you'd prefer.\n\nThank you for understanding."]
["Customer: Set up\nCustomer: Cameras not picking up qr code\nCustomer: Done all of that\nCustomer: Blinks blue when I scan then starts blinking green no connection \nCustomer: Done both\nCustomer: Nothing is working\nCustomer: Nothing is working\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD.\nCustomer: Zmd16Ff17201726\nHuman Agent: Thanks. Is it possibly ZMD16FFI7201726 instead? If so, can you send a screenshot of your QR code you were using during setup?\nCustomer: Yes \nHuman Agent: Okay, thanks. \nCustomer: D/static_file/34b72ce13c_1_20240926135110.png\nHuman Agent: Thanks. Is the network you are using for set up 2.4Ghz?\nCustomer: What’s that\nHuman Agent: Wifi networks would be either 2.4 or 5Ghz. The cameras only support 2.4Ghz. Do you have only this wifi network you're connected to or do you have another broadcast by your router as well?\nCustomer: It was fine until I changed the password \nHuman Agent: Okay, please go to your wifi settings on your phone, forget the network, then reconnect. It will ask you to enter the password. Let me know once you have reconnected. If it does not have you enter the password, you have not forgotten the network. \nCustomer: I did that earlier with another agent \nHuman Agent: Okay, I looked through that chat. It seems the last thing they had asked was whether the antenna is still on the camera. I assume it likely is since it was working previously?"]
["Customer: Can connect  to my device \nCustomer: Do t have another phone\nCustomer: I don't have another phone \nCustomer: Well thT what I am asking for and your advice is not helping \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you trying to set up a camera? If so, what is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: ZMD19G1IHC13314\nHuman Agent: It looks like it's currently online already so I can just add it to your account for you. What would you like it to be named?"]
["Customer: Troubleshooting\nCustomer: 5\nCustomer: Hi\nCustomer: I have an issue connecting my device to WIFI\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Stays blinking \nCustomer: -1\nCustomer: Stays blinking \nCustomer: More help\nCustomer: Troubleshooting\nCustomer: ZK8 BFS23NM\nCustomer: -1\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up?\nHuman Agent: The ID would typically be on a sticker on the camera or it's bracket and often begins with ZMD or GSG. It would not have any dashes. \nCustomer: 19i2ih408371\nCustomer: Thats 1 of them theres 2 \nCustomer: It stays flashing green \nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: D/static_file/03b006a67d_1_20241226174712.png\nHuman Agent: Thanks. It looks a bit smaller than it would normally be. Could you try going to your display settings and turn down your font size and screen zoom settings temporarily, then return to the app and try again? Then let me know if it still will not flash blue on the camera when you show the code. \n\nAlso, we will be closing in 9 minutes. I'd be happy to help until then, but the chat will close at 6pm CT. If you would like a callback for another day, you may schedule one via the button below or if you'd prefer email follow up instead, please let me know. \nCustomer: It flashes blue\nCustomer: And then it goes green \nHuman Agent: Ah, alright, you had previously said it stays flashing green. In that case, is this a 2.4Ghz network?\nCustomer: Yes i believe \nCustomer: Ohh i se \nCustomer: I think im on yhe 5g version of it \nCustomer: Let me switxh \nHuman Agent: Okay. \nHuman Agent: We are currently unavailable for live chat support, but you can reach out to us via email support@smartz.cloud. Our new hours of availability are:\n\n- Monday to Friday: 9am to 12pm and 1pm to 6 pm CST\n* Excluding Holidays\n\nYou may also contact the chat outside of our hours again to speak to our AI chatbot Mira who can assist with some troubleshooting. I've also sent a callback scheduling form where you can click the button in the chat in order to schedule a callback for a future date if you'd prefer.\n\nThank you for understanding."]
["Customer: Hello, I only have (1) camera funlux that I still own. I have had a round of bad luck for 10 yrs. However if I could get this last camera to “reset” in order to be discovered in the app, I can use this to “secure” my only home left which is 34 foot rv… there is no reset button on the camera, however I can take apart the camera and see the reset part of the  circuit board to touch reset and ground at the same time… could you help advise me on which way to get this Device discoverable?\nCustomer: Does the camera need to be powered on in in order for the ground and rest part of board to be touched at same time? If so how long? I get a green indicator light to show up on the camera.. but so far it’s not discoverable\nCustomer: I do get the light to blink green however I cannot get the app to discover it so I can use the camera\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are the lights on the camera a solid green?\nHuman Agent: Or does it only flash green as your watching it"]
["Customer: Can't get the camera to setup \nHuman Agent: Hi my name is Wendy.  Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\n\nCustomer: Not working won't set upp\n\nHuman Agent:  Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\nCustomer: Zmodo  zp-lbh23-w \n\nHuman Agent: The ID will be near the model.  It will start with ZMD.\nHuman Agent: Please let me know the ID starting with ZMD\nHuman Agent: D/static_file/2b7f2b4932_1_20250306161959.png\nCustomer: Z zmd19a41h50044\n \nHuman Agent: Is this a new camera? or has it been setup before?\nCustomer: Old camera \nHuman Agent: What color is the indicator light on the camera? and is the light blinking or solid?  The red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid.\n\nIf you cup your hands around the lens of the camera you can see the indicator light easier.\n\nCustomer: Yes \nHuman Agent: What color is the indicator light on the camera? and is the light blinking or solid?  The red light you may see is the IR night vision light.  The indicator light will be green or blue / blinking or solid.\n\nIf you cup your hands around the lens of the camera you can see the indicator light easier.\nCustomer: Green blinking green blinking\nHuman Agent: Zmodo QR code instructions:\n\nBlinking green means the camera is in setup mode.  After you setup the camera the indicator light will switch to solid blue.\n\n-First go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n-Make sure your phone is connected to 2.4GHz wifi.\n-The room you are doing setup in needs to be bright. Turn lights on, open blinds.  Your phone's display should also be bright, turn your display brightness level up.\n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\n\nCustomer: It's not working \nHuman Agent: Where are you getting stuck?\nCustomer: Won't read the QR code\nHuman Agent: Did you check each of these things first before starting QR code setup?\n\n-First go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n-Make sure your phone is connected to 2.4GHz wifi.\n-The room you are doing setup in needs to be bright. Turn lights on, open blinds.  Your phone's display should also be bright, turn your display brightness level up.\nCustomer: Yes \nHuman Agent: When you are going through setup does the indicator light only blink green? or does it flash between green and blue?\nCustomer: Just green\nHuman Agent: You went to your phone's settings for the Zmodo app? location is enabled for the app along with precise location?\nCustomer: Yes \nHuman Agent: Your phone is connected to 2.4GHz wifi?\nCustomer: Yes \nHuman Agent: Blinking green means the camera is in setup mode, during setup the camera indicator light should blink blue that means it is communicating with your router.  If the indicator light is only blinking green it isn't communicating with your router.\n\ndo you have more than 1 router?\nHuman Agent: The camera is plugged directly into a wall outlet with just the power adapter as close to the router as possible?  No extension cords, power strips, or surge protectors?"]
["Customer: I am having difficulty setting up my cameras onto a new Wi-Fi router. But the Zmodo app says I do not have a subscription. I do have a subscription. I paid through it through Apple Pay in the beginning of the year. How do I update my Zmodo software to know I have a subscription\nCustomer: Can you verify the subscription please?I have already done all the other steps\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. The subscription shows active on your devices. Are you having trouble accessing playback when going to playback on either camera?\nCustomer: I I am having trouble loading more than two cameras. I have installed a new Wi-Fi router a couple of months ago. The first two cameras installed very easily, but I can’t get past that. I have another Seven I must install.\nCustomer: Let me check the accessing playback on the other cameras. One second please.\nHuman Agent: It looks like you deleted the cameras from your account. For any future cases I would advise against deleting them. One moment as I check on your other devices. \nHuman Agent: Fortunately I think most are online. I'm going to go ahead and readd the cameras I see that used to be on your account which are still online. \nCustomer: Ok\nHuman Agent: Okay, 6 were already online so I added those. Please go to your home page, pull down to refresh, check your current cameras, and see if you can determine which camera you're still missing. Once you figure that out, please check the light status on that camera and let me know if it is currently flashing green. \nCustomer: Ok\nHuman Agent: For the ones I added, they will have our time zone since I added them (central time). If that is not the correct time zone for you, you can hit live on a camera you want to update the time of, tap the settings gear in the top right, then tap the ... in the top right. On this page is a time zone option where you may adjust that and also a name option where you can change the device name if you wish. Just be careful not to hit reset or delete there. \nCustomer: Ok one sec I have to check two cameras \nCustomer:  One camera is flashing green\nCustomer: Three are flashing green\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Okay, what is the ID of the camera that is flashing green? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nHuman Agent: Sorry, I had not meant to send the intro portion of my message again there. \nCustomer: Ok one sec\nHuman Agent: Sure, thanks. \n\nCustomer: Zmd19g1Ihc0787\nHuman Agent: ZMD19G1IHC07787 will use QR setup. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Zmd same but the last two are 67\nHuman Agent: Oh? You had 10 total cameras rather than 9? ZMD19G1IHC07767 will use that same setup as well. \nCustomer: Yes\nHuman Agent: Okay. \nCustomer: Yes\nCustomer: D/static_file/febd65a5f2_1_20250204163649.png\nCustomer: I actually have three more cameras that are off-line. So I think the last time they installed them they did 12.\nHuman Agent: Thanks, try pulling up the screenshot you took of this code and zoom in to make the QR code bigger, though not so big that it gets cut off at all. Show the code again and let me know if the camera ends up blinking blue at all when shown. \nCustomer: They are flashing green\nCustomer: Can u add them\nHuman Agent: They do not go to flashing blue when you show the zoomed in code at all? \n\nNo, these ones are not online. The others were already connected. \nCustomer: Ok one sec\nHuman Agent: Okay. \nCustomer: 9365376052  can u call me \nCustomer: We are trying to connect one right \nHuman Agent: I cannot. If you want a callback on a future date, you may schedule one with the button I sent, but our callbacks have already ended for the day. \n\nYes, did you zoom in, but make sure the code is not cut off and then show it? If so, did it go to flashing blue at all when you did that?\nCustomer: Trying again \nHuman Agent: Okay. \nCustomer: D/static_file/2fdbf59d88_1_20250204164609.jpg\nHuman Agent: Did you try what I mentioned?\n\nCustomer: We are trying this one.  Easier access\nHuman Agent: Okay. \nCustomer: Yes we are trying that \nHuman Agent: Okay, let me know if it flashes blue at all this time. \n\nCustomer: No Flying green line green\nCustomer: Flashing green\nCustomer: Would not connect \nHuman Agent: Okay, if it isn't going to flashing green when you show the code, it is not reading the code. Is the red night vision light on currently? The camera will not be able to read the code when that is on. \nCustomer: No it’s not \nHuman Agent: Okay. Was this camera already plugged in when you started? If so, could you restart it, then try showing the code again?  \nCustomer: Ok\nHuman Agent: Thanks. \nCustomer: We unplugged it and plugged . We had blue to green flashing\nCustomer: It was flashing green to begin with.\nCustomer: We have solid blue now\nCustomer: Scanning code again.\nHuman Agent: Solid blue means it is connected. \nHuman Agent: I've added it to your account like the others. \nHuman Agent: For the other, please restart it and then show it the code as well. \nCustomer: Hang on we’re going to unplug the next camera re-plug it in and do it\nCustomer: It’s plugged in and we’re going to do it again\nHuman Agent: Okay. \nCustomer: We’re plugged in. We’re going back to read the code.\nCustomer: Have a device update going on for camera five\nHuman Agent: Okay. \nCustomer: We r scanning next camera\nCustomer: How close does our phone need to be to the camera?\nCustomer: We have a solid blue light at 9 o’clock\nHuman Agent: Okay, one moment. \nHuman Agent: It has been added. \nCustomer: D/static_file/93755e17a2_1_20250204170528.jpg\nCustomer: This camera isn’t doing anything. Only a solid light.\nCustomer: Blue light\nHuman Agent: As I mentioned I added that one to the account as well. You would want to go to your home page and refresh again to view the newly added devices. \nCustomer: We r going to stop now and wait for the call.\nHuman Agent: Okay, did you have more you needed help with? All of the devices you've mentioned are online and on your account. It looks like your callback is tomorrow afternoon between 2 and 3pm CT. \nCustomer: One sec\nHuman Agent: Sure. \nCustomer: The first one, is that online? W With the serial number, we gave you the first one\nHuman Agent: Ah, I apologize, that one is not online. I lost track due to the initial numbers you had given. \nCustomer: Can u add it online\nHuman Agent: I can only add it once you have set it up (once it is solid blue). You would set it up via the QR setup you've been doing. \nCustomer: Ok brb\nHuman Agent: Okay. \nCustomer: Ok we are done for today. I have a camera here that flashes green then I put the barcode up there. It flashes blue and then it goes back to flashing green.\nHuman Agent: Okay, we'll assist further in the call then. Have a good evening! \nCustomer: Thank you"]
["Customer: Agent\nCustomer: Agent\nCustomer: I have 3 Zmodo wireless outdoor cameras. 1 of them was acting up so I deleted it from my account then went to re add it and it’s stuck in solid blue mode. Iv tried everything including deleting it from my router and still stuck solid blue\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: My cameras are off-line. It’s not allowing me to see the current photo of the store.\nCustomer: Set up\nCustomer: Cameras are blinking green lights\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: How do I update my Wi-Fi password?\nCustomer: How to reconnect Zmodo cameras to a new Wi-Fi network\nHuman Agent: Hello, my name is Grant. To set up the camera on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Set up\nCustomer: Hi Mira, im trying to set up my camera with qr code but is not working\nCustomer: step 6\nCustomer: in step 6 it flashes in same color\nCustomer: it flashes in same rate and color\nCustomer: Set up\nCustomer: iit is flashing in diferent rate, was green now is blue\nCustomer: original setup method\nCustomer: i need more assistance\nCustomer: I just bought a ZP-IBT15-W Fulix camera, but i dont have the manual for the original setup instructions, and qr code is not working, can you help me?\nCustomer: i having issues\nCustomer: cant connect via qr code\nCustomer: i continue to exprience issues\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Its possible that this camera may use the Zink setup or an older legacy setup. There is a test you can do, you would reboot the camera by unplugging and plugging it in, then once the camera starts flashing green you will stay close to the camera and go into your phones Wi-Fi settings to see if there is a network called ZMD_SAP on the list, if there is then the camera uses the Zink setup.\nHuman Agent: Just let me know if you do or do not see that ZMD_SAP network when you try this. \nCustomer: ok\nHuman Agent: Okay\nCustomer: hi\nCustomer: i do not see the network\nCustomer: D/static_file/f9891e52c6_1_20241216155406.jpg\nCustomer: the camera is a model ZP-IBT15-W\nHuman Agent: Okay if the network is not there that you would try one of the legacy setups called Smart link or EZ link, I will get the directions for you to try those. \nCustomer: ok\nHuman Agent: Smartlink\n\n1.Verify Network Compatibility:\n\nConfirm that the Wi-Fi network you intend to connect the camera/s to, operates on the 2.4GHz frequency.\n\n\n\n2.Access Smartlink Setup:\n\nLaunch the app and navigate to the home page. Tap the plus sign in the top-right corner, then select 'Legacy' and choose 'Smartlink'.\n\n\n\n3.Initiate Installation:\n\nFollow the on-screen prompts. Specify the number of devices you are setting up, then tap the check mark or 'Next'.\n\n\n\n4.Enter Wi-Fi Password:\n\nThe app will prompt you to enter the Wi-Fi password. Please note that the Wi-Fi password is case-sensitive. Tap the next, then wait for the device/s to establish a connection.\n\n\n\n5.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will ask you to assign a name to the device for easy identification.\nHuman Agent: EZlink \n\n1.Verify Network Compatibility:\n\nConfirm that the Wi-Fi network you intend to connect the camera/s to, operates on the 2.4GHz frequency.\n\n\n\n2.Access Smartlink Setup:\n\nLaunch the app and navigate to the home page. Tap the plus sign in the top-right corner, then select 'Legacy' and choose 'Ezlink Devices'.\n\n\n\n3.Initiate Installation:\n\nFollow the on-screen prompts.\n\n\n\n4.Enter Wi-Fi Password:\n\nThe app will prompt you to enter the Wi-Fi password. Please note that the Wi-Fi password is case-sensitive. Tap the next, then wait for the device/s to establish a connection.\n\n\n\n5.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will ask you to assign a name to the device for easy identification.\nHuman Agent: Here are the two setup directions for you to try. \nCustomer: i found it by tryng smart link\nCustomer: but it said that the camera has already been set for another user\nCustomer: told me to turn the device off and contact support\nHuman Agent: Okay, it sounds like the camera may be online but perhaps on another account, can you tell me what this cameras ID number is? it will be on the cameras sticker and start with ZMD. \nCustomer: yes\nCustomer: ZMD31KD62000241\nHuman Agent: On my end it does not look like this camera is tied to an account, can you try again to see if it will let you add the device?\nCustomer: ok will do\nHuman Agent: Okay\nHuman Agent: It looks like you were able to add it now, are you able to see the device live or does it need to update first?\nCustomer: it worked, now its saying i need to update, thanks !\nHuman Agent: Fantastic, if you have any more questions or trouble feel free to contact us again. Have a great day."]
["Customer: Changed my internet to 5G wireless none of my devices seem to be working\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, my name is Grant. The cameras on your account will use the QR Code setup method to connect to the new Wi-Fi network.\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: It doesn't give me that option when I say scan qr code. It won't let me move forward without one. \nCustomer: It never asks for the wifi password \nCustomer: How do I add a new wifi to the camera \nCustomer: I don't have the qr code\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\n\nCustomer: ZMD26JVI9201899\nCustomer: Is the first one\nHuman Agent: ZMD26JVI9201899 uses QR code setup.  Is the indicator light on the camera blinking green right now?\nCustomer: Yes. I don't have the qr code any more\nHuman Agent: D/static_file/f8629144f9_1_20241112131908.png\nHuman Agent: If the indicator light on the camera is blinking green, it is ready to be setup.  For the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\nTap the \"+\" icon on the app home screen in the top right. Please scan the attached QR code when it asks for your startup guide.  Follow the in-app instructions to complete setup.\n\n*The camera should be next to your router during setup, 5ft or less to your router*"]
["Customer: Hola\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Diferente \nCustomer: Al intentar agregar la cámara me dice que ya está agregada en otra cuenta \nCustomer: 1\nCustomer: Cromo contacto al soporte?\nCustomer: 1\nCustomer: Agente \nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?\nCustomer: Sigo esperando \nHuman Agent: rosamcclure@ymail.com\nCustomer: ?\nCustomer: Qué significa ese correo?\nCustomer: Hola\nCustomer: Kylie, aún sigues ahí?\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. Necesitaré buscar el dispositivo. ¿Pueden enviarme todos los números de identificación y modelo de las cámaras? La identificación comenzará con ZMD o GSG, no con fccid.\nCustomer: ZMD14E3E2222431\nHuman Agent: Esta cámara no está vinculada a una cuenta. ¿Está conectada actualmente o usted la conectó?\nCustomer: Yo intenté agregarla a mi cuenta pero me sale un aviso de que ya está agregada a otra cuenta \nCustomer: Actualmente no está conectada \nHuman Agent: Bueno, es posible que estuviera vinculado a otra cuenta, pero cuando busqué el dispositivo no estaba vinculado a ninguna cuenta en absoluto, así que puedes intentar agregarlo a tu cuenta nuevamente ahora. Déjame saber si dice el mismo mensaje donde está vinculado a otra cuenta o no.\nCustomer: En este momento me encuentro en mi trabajo, por la tarde que llegue a mi casa podría intentarlo nuevamente \nHuman Agent: Bien, no hay problema, estaremos abiertos para brindar soporte por chat en vivo hasta las 7:50 p. m., hora central.\nCustomer: Gracias, vuelvo a contactarlos más tarde \nHuman Agent: Gracias también, que tengas un espléndido día."]
["Customer: Troubleshooting\nCustomer: None of my cameras are connected, the camera I’m trying to connect is a red circle and a blue dot at the top , I need some help. And I have a new phone\nCustomer: When I go to check on my cameras my phone tells me there are 0 cameras \nCustomer: Ok I’ll give it a try thanks\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you able to send me the cameras Model and ID number the ID will start with ZMD"]
["Customer: Hi Mira we woke earlier about ny camera. I guess you wanted me to unplug it I guess until one blink light is steady then try to retry to learn the QR code ?\nCustomer: Yes I’ve done that and it didn’t work \nCustomer: Yes I have \nCustomer: What’s happening is that it’s saying it’s not recognizing the Wi-Fi net work \nCustomer: When I I try to activate the camera to Wi-Fi it’s saying can not join the network \nCustomer: How do I power cycle the camera?\nCustomer: Do you mean unplug the camera?\nCustomer: That works it’s just blinking green\nCustomer: Ok I’ll try that and I’ll let you know later. Thanks Mira I’m Pete. \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: You should already have it on file from my last early morning conversation with Mira. It’s hard for me to go up and down because I have a bad right leg as you know \nHuman Agent: Did it change to flashing blue during the set up, are you able to send a picture of the QR code you are using? \nCustomer: I never had to set it up they were working fine for 4 years since 9/10/24 since I upgraded my router Wi-Fi. And I no longer have cameras \nCustomer: I never had a problem until 9/10/24 when the stopped working \nHuman Agent: Yes if you change the router and the wifi information the devices have to be set back up as if they were new devices. \nCustomer: Yes but they were fine I upgraded the system for the reason that they stopped working. Is  it possible the camera is no longer any good? And maybe I should maybe try a different camera company device? But I like Zomodo  \nHuman Agent: When you upgraded your wifi router, did you wifi information (name and password) changed \nCustomer: As far as I know No. because if that was the case I wouldn’t have any other devices working in my home and everything else is working fine. Just like I’m having a conversation with you guys and I could go on anything and it’s not a problem. \nHuman Agent: is your phone currently showing connected to wifi? \nCustomer: Yes when it asks me to join the Wi-Fi when learning the camera procedure \nHuman Agent: Are you able to send me a screenshot of the QR code you are using for the set up\nCustomer: Yes but you need to give me some time because I had told Mira I have a disabled weak right leg it takes me a few minutes or longer \nHuman Agent: Okay"]
["Customer: Hi\nCustomer: I have changed my wifi provider but I cannot connect them to my new network\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. If this is for the two wifi cameras on your account, you can follow the instructions below. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: I think they are linked to my old network\nHuman Agent: What is their indicator light status? I'll need to know the color and whether it is blinking. \nCustomer: It's green\nHuman Agent: Flashing or solid?\nCustomer: It's flashing\nHuman Agent: Okay, that means it is in set up mode so you can follow the QR setup instructions I provided. \nCustomer: ok, gotta check\nHuman Agent: Okay. \nCustomer: Not working"]
["Customer: Troubleshooting\nCustomer: Can't connect to mini zomodo \nCustomer: -1\nCustomer: I don't see and sap\nCustomer: I see my home Internet and I a connected to that\nCustomer: And sap doesn't exist\nCustomer: Get a live agent \nCustomer: I am trying to connect two wireless camera to my net work. Having trouble can you please walk me through\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are they the ones on your account named mini Zmodo and Backyard Lake view?\nCustomer: Yes that is correct Dillon\nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\n\nCustomer: I have done that using zink instead of QR code. I connect one camera at a time \nCustomer: If I go to home page I will loose your text\nCustomer: What no mini zomodo green lite on the side flashing \nHuman Agent: While both of your cameras can use the QR setup, the mini pro you have cannot use Zink. Are you able to try the QR setup I sent instructions for? The chat will remain active for 7 minutes after the last message so you may freely exit and return after trying. \nCustomer: I don't see the QR on the camera it's on the wall\nCustomer: Why we can't we talk on the phone\nHuman Agent: I'm unsure what you mean, the QR code is generated in the app via the instructions I sent previously. \nCustomer: It says scan the camera\nCustomer: I am confused on the instructions \nHuman Agent: No, step 4 said \"The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\"\n\nIf you want to do a callback on a future date, let me know and I can send an option to schedule a call instead. A call would not be possible today though as we are outside of our callback hours for the day. \nHuman Agent: What part are you having trouble with?\nCustomer: The Scan let me try one more time\nHuman Agent: Okay, the scan itself is holding the QR code on your phone screen 6-8 inches in front of the camera you are trying to set up so that the camera can see the QR code on your phone screen."]
["Customer: Agent\n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: 1364 that is the device last 4 digits that won't work\nCustomer: Trying to establish a connection and spins\nHuman Agent: Is the camera's indicator light flashing green currently?\nCustomer: Yes\nHuman Agent: Okay, please restart it, then do the following:\n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and scan the QR code I'll send below if prompted. \n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nHuman Agent: D/static_file/94819c5506_1_20250130173512.png"]
["Customer: One of the cameras is not working right\nCustomer: Costumer Service\nCustomer: Agente\nCustomer: Agent\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Agent\n\nHuman Agent: You have been connected with a Customer Care Agent.\nHuman Agent: Did you receive my message?\nCustomer: ZMD17CG10202301\nCustomer: Yes I received Your message\nHuman Agent: Can you send that Device ID again or send a picture of it? There is not a camera with that Device ID.\nCustomer: D/static_file/17ed2c2e0a_1_20250205144611.jpeg\nCustomer: D/static_file/5a554deeba_1_20250205144619.jpeg\nHuman Agent: Those pictures do not show the Device ID. It will be on the stand of the camera or on the bottom of the camera.\nCustomer: D/static_file/7528854911_1_20250205144851.jpeg\nCustomer: This Is The Information Only We Have On The camera\nHuman Agent: Thank you. That is the Device ID. It just looks like there were a few typos. \nHuman Agent: Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Green\nHuman Agent: Is the light solid green or flashing green?\nCustomer: Flashing\nHuman Agent: To set up the camera you will use the QR code method. Open the app and tap on Devices and then tap on Add Device. Follow on-screen instructions and the app will ask for your Wi-Fi password. A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I read it a few times you start peeping turn it on the light on blue Bing Again and Turner Green\nHuman Agent: I'm sorry, I am not quite sure what your statement means. Are you doing the QR Code setup now?\nCustomer: Yes \nCustomer: Already did a few times but doesn’t connect\nHuman Agent: Does the light change from the flashing green light when you show the QR Code to the camera?\nHuman Agent: Can you send a screenshot of the QR Code that you are showing to the Zmodo camera? \nCustomer: Change it to blue but change it back to green\nCustomer: And the camera to say time to connection is over\nCustomer: Yes\nHuman Agent: Can you send a screenshot of the QR Code that you are showing to the Zmodo camera? \nCustomer: D/static_file/23f359be8c_1_20250205151345.png\nHuman Agent: Thank you. You can go to your Wi-Fi settings and make sure that the network you are connected to is your 2.4 GHz network. When you are connected to your 2.4 GHz network, then you can tap on the settings button next to the network name and tap on Forget this network. That will disconnect you from the network and it will show up in the list of available networks. You can tap on the network and enter the Wi-Fi password to reconnect.\nCustomer: Yes everything is correct\nCustomer: Still still not working\nCustomer: Agent"]
["Customer: One of my cameras is not working and I just got new internet and don't how how to set up new wifi\nCustomer: How do I contact support?\nCustomer: What's the number?\nCustomer: This is literally the app\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: I'm asking but you're not answering my questions \nHuman Agent: I've just sent the instructions for your device after taking over the chat from our chat bot. Do you see them above?\nCustomer: I don't have a laptop atm so how do I show the camera the qr code?\nHuman Agent: You show it from your phone. Setup cannot be done from a laptop in general so you would not need a laptop. \nCustomer: If I exit the chat to do all of this will I be able to to the instructions?\nHuman Agent: You may always screenshot the instructions if you'd like. The chat itself will remain active 7 minutes from the time of the last message."]
["Customer: I changed WiFi carriers  how do I get my cameras back online \nCustomer: It’s been a few years since I’ve set them up what is the process?\nCustomer: Sorry I’ll re word my question where in the app do I find instructions on set up. I haven’t done that since I first got the cameras a few years ago \nHuman Agent: Hello, my name is Grant. To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Set up\nCustomer: Customer Care Agent\nHuman Agent: How can I assist you?\nCustomer: Good afternoon, I recently purchases Model\"ZH-IXA2f-w camera.  It is one of the wireless ones.  It has a continuous red light and will not let me set it up \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD-bc-h1001\nHuman Agent: That is the SKU for the camera. Is there any other information on the camera?\nCustomer: The number I provided you is the SKU on the box\nHuman Agent: Right, what about on the camera itself?\nCustomer: The number on the camera is 19h8ik500246\nHuman Agent: Thank you. That is the Device ID that will let me look up the camera. Is the red light on the camera the infrared light for night vision?\nCustomer: Maybe.  But how do I get the flashing light to set it up\nHuman Agent: There could be a few reasons. Is it just one solid red light on the camera?\nCustomer: Yes\nHuman Agent: Do you see a light to the side of the camera lens? Is the red light on the side or on the top?\nHuman Agent: Can you also turn off the camera, turn it back on, and tell me what light you see when you turn the camera back on?\nCustomer: Red light is on the front.  They is no button to turn it off. I unplugged it and plugged it back in.  Do you have to have a SD card in it to set it up\nHuman Agent: The camera is a battery powered camera, correct?\nCustomer: Correcty\nHuman Agent: Okay, if it is a battery powered camera, then there is an On/Off button on the camera.\nCustomer: I don't see  one\nCustomer: i looked on the top, bottom and sides and there is not a button to turn it off and back on\nHuman Agent: You may want to try looking again as there will be a power button on the battery powered cameras. There is also a reset button on the cameras.\nCustomer: I can not find a off and on button.  I am just going to return it and get a wired one.  \nHuman Agent: You can also send a picture of the camera and I can help point out where it is on the camera for you.\nHuman Agent: You can also contact Amazon if you would like to return the camera.\nCustomer: My computer does not take pictures\nHuman Agent: Well, yes. You can take a picture with your phone and then either send it to your computer or you can email it to support@zmodo.com\nCustomer: Give me a couple of minutes and I will email them to you\nCustomer: I sent them to the e-mail.  I sent two views one of the camera from the front and one with the camera turned on its back, which shows the side\nHuman Agent: The picture is a little blurry, but do you see the button there next to the USB port?\nCustomer: Yes.  I pressed it and now I have the flashing green light.  Sorry I didn't see that before\nHuman Agent: Okay, if the light is flashing green, then you can try the QR Code setup.\nCustomer: Great it is now connected.  Just one finally question.  I am not going to put it on a wall I want to set it on a shelf.  How do I get it to stand up.  What came with it is a wall mount\nHuman Agent: Does it just sit up when you put it on the shelf? Like you have it sitting in one of the pictures you sent?\nCustomer: I have it on my desk.  Got it to stand up.  Thanks for all your help\nHuman Agent: You're welcome.\nCustomer: Couple of questions.  What is the SD card for and how long before I have to charge it\nHuman Agent: The SD Card would be to store the footage when the camera detects motion. How often you would need to check it would depend on the size of the SD Card and how much it records.\nCustomer: Got it.  Like if I checked it once a day, what size card would I need.  Do I need to charge the battery each day?\nHuman Agent: Unfortunately, I cannot give you specifics as it entirely depends on how often the camera detects motion and how much it records.\nCustomer: Are there anything on the camera that indicates when the battery needs to be charged\nHuman Agent: It should warn you when you go to the Live video when the battery is low.\nCustomer: Okay.  I see it on my phone. Thank you.  You have given me 5 star assistance today and I appreciate it.  Have a blessed rest of your work day\nHuman Agent: You're welcome. You have a good rest of your day, too."]
["Customer: How to change email\nCustomer: Also got new internet provider and green light flashing?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. If you would like to change the log in email for your account, unfortunately that is not possible unless you create a new account under the new email. \nCustomer: Still there \nCustomer: Nov 14 02:11:46\nHuman Agent: Okay, did you see my previous message? As for setup, you can follow the instructions below. \n\nIn order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\nCustomer: Got new wifi. Flashing green light. ?\nCustomer: Zmodo app?  Play store android\nHuman Agent: Yes, you would use the Zmodo app and follow the instructions in my previous message. \nCustomer: Thanks"]
["Customer: No funciona la cámara \nCustomer: Trate pero no funcionó \nCustomer: Agente \nHuman Agent: ¿Podrías darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD o GSG y debe estar en una etiqueta blanca en la cámara o en el soporte; normalmente está debajo de un código de barras.\nCustomer: ZMD19A4|H521219\nHuman Agent: ¿Podrías desconectar la cámara, volver a conectarla y decirme qué luz ves en la cámara cuando la conectas?\nCustomer: Verde ternitente\nHuman Agent: Si la luz parpadea en verde, deberá configurar el código QR. Cuando aparezca el código QR en la pantalla de su teléfono, sostenga la pantalla del teléfono cerca de la lente de la cámara Zmodo y retírela lentamente. Observe la luz de la cámara de cerca y avíseme si cambia de verde intermitente en algún momento.\nCustomer: No cambia la luz sigue verde intermitente \nHuman Agent: ¿No cambia ni siquiera brevemente mientras muestra el código QR a la cámara? Es posible que solo cambie durante unos segundos antes de volver a parpadear en verde. Por lo tanto, observe la luz muy de cerca. Es posible que cambie a azul o que simplemente vea que la luz verde se apaga.\nHuman Agent: ¿También puedes enviar una captura de pantalla del código QR que estás mostrando a la cámara Zmodo?\nCustomer: 1\nSpectrumSetup-37\ncoffeelotus738\nEqdzC8\nCustomer: D/static_file/9a7e437550_1_20250310143418.png\nHuman Agent: Bien, intentemos nuevamente el proceso de configuración del código QR. Sostenga la pantalla del teléfono cerca de la lente de la cámara Zmodo y retírela lentamente. Observe la luz muy de cerca para ver si cambia de verde intermitente a azul intermitente o simplemente no hay luz. El cambio puede ser breve antes de que vuelva a verde intermitente, así que obsérvelo de cerca.\nHuman Agent: Parece que conectaste otra cámara. Tampoco es necesario que sigas eliminando cámaras de tu cuenta. Puedes dejarlas en tu cuenta cuando vayas a configurarlas.\nCustomer: La luz sigue en verde termitente \nHuman Agent: Muy bien, ¿podría darme el ID del dispositivo de la cámara con la que está trabajando ahora? Porque acaba de configurar una cámara diferente de la que me proporcionó el ID del dispositivo.\nHuman Agent: Parece que configuraste varias cámaras."]
["Customer: Set up\nCustomer: I only have 5G internet\n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Modern routers should be able to broadcast both. If you've turned off your 2.4Ghz network, you would need to turn it on to connect cameras. \nCustomer: Is it possible to get a 2.4ghz WiFi extender \nHuman Agent: It is, but that shouldn't be necessary as your router should be capable of broadcasting a 2.4Ghz network. Is there a reason you believe the 2.4Ghz network was disabled on your router or something like that?\nCustomer: My router can only broadcast \nCustomer: Transmit 5ghz \n\nHuman Agent: That is very unlikely as wifi standards require routers be able to broadcast 2.4Ghz networks. What is the model of your router?\nCustomer: Altice\n\nCustomer: eRouter Mac\nHuman Agent: That doesn't seem to be a model. Though Altice seems to be the brand. \nCustomer: Optimum \nHuman Agent: Optimum is an internet provider. The router itself would have some form of model or SKU on it. That said, it's overall likely unnecessary. Unless you or your internet provider has specifically turned off the 2.4Ghz band of your wifi, it is likely broadcasting at present. If you only have a single network visible, it's likely just your router broadcasting both the 2.4Ghz and 5Ghz networks with the same name and password to where it looks like only one network. What is the ID of the camera you are trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Hola buenas tardes\nCustomer: 1\nCustomer: Cambie de contraseña mi WiFi y ahora las cámaras ya no conectan\nCustomer: Como hago eso\nCustomer: Como vuelvo a conectar las cámaras si ya estaban instaladas\nHuman Agent: Para configurar las cámaras en su cuenta utilizará el método del código QR. Abra la aplicación y haga clic en el ícono \"+\" en la esquina superior derecha, luego seleccione Código QR. Elija \"Iniciar instalación\" o \"Siguiente\" en la parte inferior de la pantalla para iniciar la configuración. Siga las instrucciones en pantalla, ingrese su contraseña de WiFi (recuerde que distingue entre mayúsculas y minúsculas) y toque \"Siguiente\". Se generará un código QR. Alinee la lente de la cámara con el código QR en la pantalla de su teléfono, dejando aproximadamente 8 pulgadas de espacio entre ellas."]
["Customer: Troubleshooting\nCustomer: How do I reconnect my camera to my Wi-Fi \nCustomer: I forgot how to \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\n\nCustomer: I forgot how I connected my wifi the first time \nHuman Agent: You may connect it using the instructions in my last message."]
["Customer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: New wifi\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?\nCustomer: New wifi...\nCustomer: Moved, have a new wi, fi.Have to repro\nHuman Agent: To set up the four cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nHuman Agent: I want to let you know that the Live Chat support will close in 10 minutes. If we run out of time, then I will send you an invitation to schedule a callback appointment.\nHuman Agent: You can tap on Schedule Call if you would like to make a callback appointment. Have a good evening."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Set up\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the solid blue camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: How to connect new wifi \nCustomer: Set up\nCustomer: New internet \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: Help\nCustomer: Just setup a new modem and my wifi network has changed. My cameras do not work now. How do I set them up on my new network?\nCustomer: I don’t remember the steps\nCustomer: Setting up wifi\nCustomer: Cameras offline \nCustomer: Initial setup process\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\n\nCustomer: Connecting cameras to wifi\nHuman Agent: Yes, you would follow the steps in my previous message. \nCustomer: I no longer see a 2.4Ghz option \nHuman Agent: Do you mean you only have one wifi network name showing? If so, what is the network name?"]
["Customer: Necesito ayuda\nCustomer: Instalación \nCustomer: Agente\nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD o GSG y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras.\nCustomer: D/static_file/8a14cf3fc2_1_20250123174829.jpg\nHuman Agent: Esa cámara ya está en línea y en tu cuenta.\nCustomer: Pero no puedo ver nada\nCustomer: Si  deme un momento \nHuman Agent: ¿Qué ves en tu aplicación?\nCustomer: Mande la que no era\nHuman Agent: Quiero informarles que el soporte del chat en vivo se cerrará en 10 minutos. Si se nos acaba el tiempo, puedo enviarle una invitación para programar una cita de devolución de llamada; sin embargo, cualquier devolución de llamada se realizará en inglés ya que no tenemos un representante que hable español.\nCustomer: D/static_file/1e6f17baaa_1_20250123175124.jpg\nHuman Agent: ¿Podrías desconectar la cámara, volver a enchufarla y decirme qué luz ves en la cámara cuando la enchufas?\nCustomer: Ok\nCustomer: Verde y roja\nCustomer: Verde parpatiando\nHuman Agent: Bien, entonces harás lo mismo que hiciste con la primera cámara para configurarla.\nHuman Agent: Para configurar la cámara utilizará el método del código QR. Abra la aplicación y haga clic en el ícono \"+\" en la esquina superior derecha, luego seleccione Código QR. Elija \"Iniciar instalación\" o \"Siguiente\" en la parte inferior de la pantalla para iniciar la configuración. Siga las instrucciones en pantalla, ingrese su contraseña de WiFi (recuerde que distingue entre mayúsculas y minúsculas) y toque \"Siguiente\". Se generará un código QR. Alinee la lente de la cámara con el código QR en la pantalla de su teléfono, dejando aproximadamente 8 pulgadas de espacio entre ellas.\nCustomer: Pero esta verde\nCustomer: Parpatiando\nHuman Agent: Sí, el color verde parpadeante significa que está listo para la configuración. La primera cámara parpadeaba en verde cuando configuraste el código QR para conectarla.\nHuman Agent: El soporte del chat en vivo cerrará por la noche. Puede tocar Programar llamada para programar una cita de devolución de llamada si lo desea. Sin embargo, me gustaría recordarles que la llamada telefónica no será en español, sino en inglés.\nHuman Agent: El soporte del chat en vivo cerrará por la noche. Puede tocar Programar llamada para programar una cita de devolución de llamada si lo desea. Sin embargo, me gustaría recordarles que la llamada telefónica no será en español, sino en inglés."]
["Customer: Set up\nCustomer: I'm trying to add a camera\nCustomer: 1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Hola Mira\nCustomer: My daughter get a mew set of cameras and give me old camaras. One of then din not start. It have a green light then a blinking blue then a solid blue.. I can see it in the app like the others.. How can I fix this?\nCustomer: How can I do #3\nCustomer: Model ZP-IBH15-W\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. Necesitaré buscar los dispositivos. ¿Pueden enviarme todos los números de identificación y modelo de las cámaras? La identificación comenzará con ZMD o GSG, no con fccid.\nCustomer: ZMD14A8DA207305\nHuman Agent: \nBien, un momento.\nHuman Agent: Este dispositivo muestra que está en línea, parece que lo conectó pero no lo agregó a la cuenta. Puedo agregarla por ti a la cuenta, para agregar esta cámara a tu cuenta tengo que nombrar el dispositivo, ¿cómo quieres que le ponga el nombre?\nCustomer: Ponle \"Calle\"           Todavia no estoy seguro de su ubicacion final....despues lo puedo renombrar?\nCustomer: Le adelanto...... Gracias, por su apoyo a resolver el problema.\nHuman Agent: Agregué el dispositivo ahora a su cuenta, está bien si necesita mover la cámara, siempre y cuando no se mude a una nueva ubicación con un enrutador diferente o si la cámara está demasiado lejos de su enrutador aquí, debería volver a conectarse cuando la mueva. Si alguna vez cambia el nombre, la contraseña o el enrutador de wifi, todo lo que tendrá que hacer para volver a conectar la cámara es realizar la configuración para volver a conectar la cámara.\nHuman Agent: Déjame saber si puedes ver la cámara de Calle en vivo\nCustomer: SIIII! GRACIAS!!\nCustomer: Como se realiza la configuracion\nHuman Agent: De nada. ¿Alguna otra pregunta con la que pueda ayudarle hoy antes de irnos?\nCustomer: En \"HOME\"? a la derecha-arriba en +\nCustomer: Lo de la configuracion.... please\nHuman Agent: \nLa cámara ya ha sido configurada y está en línea, no es necesario realizar ninguna configuración más.\nCustomer: Pregunto .... solo en caso de que lo requiriera en un futuro\nHuman Agent: Configuración del código QR\n\n1.Verifique la compatibilidad de la red:\n\nAsegúrese de que la red WiFi esté funcionando en la frecuencia de 2,4 GHz y que el teléfono con el que está realizando la configuración esté conectado a esa red, ya que esta es la red a la que se conectarán las cámaras.\n\n\n\n2.Acceda a la configuración del código QR:\n\nAbra la aplicación y vaya a la página de inicio. Toque el signo más ubicado en la esquina superior derecha, luego seleccione la opción Código QR.\n\n\n\n3.Iniciar la instalación:\n\nToque \"Iniciar instalación\" o \"Siguiente\" en la parte inferior de la pantalla para comenzar el proceso de configuración.\n\n\n\n4.Ingreso de contraseña de WiFi:\n\nSiga las instrucciones en pantalla. La aplicación le pedirá que ingrese su contraseña de WiFi. Recuerde que la contraseña distingue entre mayúsculas y minúsculas.\n\n\n\n5.Generar código QR:\n\nDespués de ingresar su contraseña de WiFi, toque \"Siguiente\" y aparecerá un código QR en la pantalla.\n\n\n\n6.Coloque la cámara:\n\nAlinee la lente de la cámara con el código QR que se muestra en la pantalla de su teléfono con aproximadamente 8 pulgadas de espacio entre ellas. La cámara leerá automáticamente el código QR.\n\n\n\n7.Nombre del dispositivo (solo configuración por primera vez):\n\nSi esta es la configuración inicial, la aplicación le pedirá que le dé un nombre al dispositivo para identificarlo fácilmente.\nHuman Agent: \nAquí están las instrucciones de configuración, las instrucciones se encuentran en la configuración misma y, cuando las siga, se mostrará cada paso en la pantalla a medida que avanza en la configuración."]
["Customer: rep\nCustomer: cant connect camera\nCustomer: help\nCustomer: cant connect \nCustomer: camera wont connect \nCustomer: i didt, still cant connect \nCustomer: respresentative \nCustomer: live agent \nCustomer: ok\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 7kpih800655\nCustomer: 17kpih800655\nHuman Agent: Thank you. Can you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it back in?\nCustomer: ok\nCustomer: blinking green\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: ok\nHuman Agent: When you show the QR Code on your phone screen to the camera, you can also hold the phone screen close to the camera and pull it back. Watch the light in the camera to see if the light changes from the flashing green.\nCustomer: flashing entire time, timedout\nHuman Agent: Was it flashing green the entire time? Or did it change to a flashing blue?\nHuman Agent: Can you send a screenshot of the QR Code that you are showing to the Zmodo camera?\nCustomer: green, never blue \nCustomer: D/static_file/6ab63e62eb_1_20240930143600.jpg\nHuman Agent: Okay, do you have any cracks or scratches in your phone screen?\nHuman Agent: Are the red infrared lights for night vision on in the camera?\nCustomer: no\nCustomer: no\nHuman Agent: And you held the phone screen facing the Zmodo camera lens? And you slowly pulled the phone screen back? You would want to start it with the phone screen close to the camera lens and then pull it back, also pull back further than 8 inches. Watch to see if the light changes at any point. You may also want to try using a different phone or tablet. Also, if the camera is mounted outside and it is bright, then you may want to try bringing it down as it can be difficult to read the QR Code.\nCustomer: yes, i am positive.  have several cameras and have installed reinstalled many times.  \nCustomer: the camera is in my hand no longer mountted \\\nHuman Agent: Well, if it is outside still, then you may want to try bringing it inside and plugging it in close to the router for the setup.\nCustomer: its not outside, its inside in my hand while doing setup\nCustomer: i am next to router \nHuman Agent: Alright, that is good. Then you can try the QR Code setup again. Hold the phone screen close to the Zmodo camera lens and slowly pull it back. Watch the light carefully while you are showing the QR Code to the camera and let me know if the light changes at all.\nCustomer: ok\nCustomer: same, timeout, no color change \nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: no zmd\nHuman Agent: Alright, that camera should be broadcasting the ZMD_SAP network if it is just flashing green. Can you look closely in the camera, you may need to look at slightly different angles and tell me if there is a flashing green light with a blue light behind it in the camera?\nCustomer: its only green.  i have seen teh blue light before on other camera setups.  but this one is only green.  \nHuman Agent: There can be a green and blue light at the same time in the camera. If there was, then it would not change from the flashing green when shown the QR Code and it would not make the ZMD_SAP network.\nCustomer: yes, thee is no blue and green light on this camera setup\nHuman Agent: However, if it is just flashing green with no blue light, then that indicates an issue with the camera. You will want to try plugging it in with a different power adapter. And make sure it is plugged in directly to a wall outlet and not an extension cord or power strip.\nCustomer: ok\nCustomer: new cord, directly to wall outlet, still only green\nHuman Agent: You cant try the QR Code setup and look for the ZMD_SAP network while the light is flashing green.\nCustomer: i checked no zmd network\nHuman Agent: Any response to the QR Code setup on the new power adapter?\nCustomer: that did not work\nHuman Agent: Then you can try another phone or tablet for the setup. Otherwise, the camera will likely not setup since it is not reacting to the QR Code and it is not broadcasting the ZMD_SAP network."]
["Customer: Ok am trying too start my camera \nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: I have 5g and can't contact any of my devices\nCustomer: Can't access any of my devices because I have a dual or 5G router\nCustomer: Can't access devices\nCustomer: -1\nCustomer: I have a dual band or 5G router and I can no loner access my devices\nCustomer: I have a dual band or 5G router and can no longer access any of my devices\nHuman Agent: Hello, my name is Grant. Any home or small office router is going to be capable of making the 5 GHz and 2.4 GHz Wi-Fi networks at the same time. So you should be able to setup your cameras.\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I'll have to go and take one down\nCustomer: one minuter\nCustomer: ZMD14G2D7001292\nCustomer: Are we still connected\nHuman Agent: Thank you. That camera will use the QR Code setup to connect to the Wi-Fi network. Can you unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: one moment\nCustomer: It had a blue now green\nHuman Agent: Is it flashing green or solid green?\nCustomer: It was solid when I plugged it in\nHuman Agent: Okay, what light do you see on the camera now?\nCustomer: No content\nHuman Agent: No, not in the app. What light do you see on the camera now?\nCustomer: I'll go look\nCustomer: Flashing green, sorry its on another leve\nCustomer: level\nHuman Agent: Okay, if it is flashing green, then you can set it up with the QR Code setup.\nHuman Agent: Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: ok, I have a flashing blue and can see the camera.  Do I do the same thing with the other?\nHuman Agent: Flashing blue does not mean it is connected. It would need to be a solid blue to be connected.\nCustomer: I can see it on my app\nHuman Agent: It is showing offline right now. What do you see when you tap on Live? Does it have a time and date on the image?\nCustomer: Ok, I'll have to try it again.  Any suggestions on?\nCustomer: What I'm seeing on my camera is back in March\nHuman Agent: When the light is flashing green hold the phone screen close to the camera lens and pull it back. It will be a solid blue when it connects to the Wi-Fi network.\nHuman Agent: I want to let you know that the Live Chat support will be closing in 10 minutes. If we run out of time I will send you an invitation to schedule a callback.\nCustomer: I'll try it again.  Thank you for your help\nHuman Agent: You can also send a screenshot of the QR Code that you are showing to the camera and I can take a look at it to see if there is anything that may be making it difficult for the camera to read it or connect."]
["Customer: Set up\nCustomer: Can a real person help me before I return my product \n\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera or a camera thatw as used previously that you are trying to setup?\nCustomer: One camera work the outside camera won't scan the QR code\nCustomer: New camera I just received yesterday\nHuman Agent: Okay, can you send me this caemras Model and ID number, this will be on the cameras sticker and the ID wills tart with ZMD. I will need both to look up details for the camera setup.\nCustomer: Camera sset one inside one outside\nCustomer: The camera option is not available it's there but I can't click on it\nCustomer: I took a picture of it can you please make sure that your Wi-Fi password is correct and try again\nHuman Agent: can you send me this cameras Model and ID number, this will be on the cameras sticker and the ID wills tart with ZMD. I will need both to look up details for the camera setup.\nCustomer: I took a picture of it it'll take me awhile to get it I'll guess I'll start it over I'll text back in a few going to take me a couple of minutes\nHuman Agent: Okay No problem.\nCustomer: ZPTBH27-W\nZMD1H219H21HAD5673\nCustomer: If you give me the option I'll send you a picture of the sticker\nCustomer: Anybody still there\nCustomer: ?\nCustomer: Anybody want to help me before I return my product to Walmart today\nHuman Agent: Yes, you jsut sent the info and im looking up information for the setup\nCustomer: The camera is blue and just won't read the QR code\nHuman Agent: are the lights a flashing blue or a solid blue?\nCustomer: Solid blue\nCustomer: The inside cameras setup was easy this one won't read the QR code\nHuman Agent: Okay, it looks like there may be some typos in both the ID numebr you sent and the Model, can you try sending the picture instead so I can review the ID and Model.\nCustomer: The camera thing is there but it won't let me add a picture\nCustomer: How do I add a picture when the picture icon will not let me add one\nHuman Agent: If the camera is solid blue that means its connecting to the network. Once I have the correct ID and Model I can look the device up properly. \nCustomer: How do I send a picture when the camera icon does not work\nHuman Agent: If its not letting you add a picture into the chat you can try emailing the picture to me, the email is support@zmodo.com \nHuman Agent: Just let me know once you send the email and I will check for the message.\nCustomer: I sent the email\nHuman Agent: Okay let me check for it now.\nHuman Agent: I found the device and it is telling me its currently online, I can bind it to this account for you since it is online I would just have to name it. What would you like for me to name this device?\nCustomer: Might be easier just to return to Walmart. I just received the cameras yesterday from FedEx delivery\nCustomer: How come it doesn't show up in my app it shows nothing in the z mode amount\nCustomer: App\nHuman Agent: The camera is online and setup, its just not tied to your account, more then likely it came online when you setup the other camera or when you held the code it caught the code and came online right before the timeout. \nCustomer: Camera does not show up in my Gmail\n app\nCustomer: Camera is not recognized in my z modem app\nHuman Agent: Its no problem though I can add it to your account for you so you can see it, I just have to name the camera. \nHuman Agent: What do you want me to name the camera when I add it to your account?\nCustomer: I don't need you to name it I need to return to the z mode amount to see if it's there\nHuman Agent: ? but the camera is working, it is online right now\nHuman Agent: I am going to add the device to your account under the genaric name of Camera 1, then I will have you view the device from the app. One moment.\nHuman Agent: The camera is now tied to this account, You may have to refresh the app but it will now be in your device list to view. Let me know if you are able to check the live video and make sure everything is working properly."]
["Customer: Set up\nCustomer: I just got a new WiFi provider. How do I change my cameras to us the new wifi\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like your two black cameras use Zink while the white ones use QR code setup. I'd recommend restarting all of them, then starting with the QR cameras as they may pull the Zink ones online when they connect. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I can’t connect my new device\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd19g4ih411054\nHuman Agent: Thank you. Can you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: I did \nHuman Agent: Can you tell me what light you see in the camera when you plug it back in?\nCustomer: Is green \nHuman Agent: Is it solid green or flashing green?\nCustomer: Flashing green now \nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nHuman Agent: When you show the QR Code to the camera, try holding the phone screen close to the Zmodo camera lens and pull the phone back. Watch the light closely and let me know if it changes from the flashing green.\nCustomer: Yes but is the same no connection. Still \nHuman Agent: When you show the QR Code to the camera, try holding the phone screen close to the Zmodo camera lens and pull the phone back. Watch the light closely and let me know if it changes from the flashing green\nHuman Agent: Can you send me a screenshot of the QR Code that you are showing to the camera?\nCustomer: What QR where do I find it \nHuman Agent: The QR Code on your phone screen that you show to the Zmodo camera. Did you do the QR Code setup in your app?"]
["Customer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Yes\nCustomer: I can’t connect to the WiFi \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you tell me the cameras Model and ID number? this will be on the cameras sticker and the ID will start with ZMD."]
["Customer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Anybody want to help me before I take this back to Walmart. The camera will not raid the QR code it's blinking green\nCustomer: 1\nCustomer: Z modem used to be easy setup now it's super hard I don't like him as much as I used to\nCustomer: It's a z modem camera it will not read QR code it makes a clicking sound it's blinking green\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you still having trouble setting up a new camera or is it a camera that was already setup in the past?"]
["Customer: Troubleshooting\nCustomer: My cameras keep buffering. They will not make a connection the light. The green light is blinking.\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. The cameras are offline. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: We are having a problem with our cameras updating. We have tried multiple times with no luck, we have also tried using meshare app and still no luck. We have powered them on and off and still nothing\nCustomer: Can I speak with someone on the phone about my issues?\n\nCustomer: Agent\nCustomer: We are having a problem with our cameras updating. We have tried multiple times with no luck, we have also tried using meshare app and still no luck. We have powered them on and off and still nothing\nHuman Agent: Okay, when the cameras are on what color are the lights and are they flashing or solid?\nCustomer: Flashing green.\nHuman Agent: Okay if its flashing green then it is offline, while offline the camera cannot update you will have tog et the camera back online by going through the setup\nCustomer: What setup? I have switched wifi, turned them on and off.\nCustomer: I've tried to even do a live view from a laptop and they still don't work. \nCustomer: I have even tried to reset them in the app\nHuman Agent: When you change the wifi you have to go through the setup to reconnect the camera, this can only be done from the mobile app. \nCustomer: Can you provide me with the steps on how to do this\nCustomer: We haven't had to do this in years\nHuman Agent: Okay, let me grab those directions for you, one moment\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space in between. The camera will automatically scan the QR code.\nCustomer: Thank you I will give this a shot\nHuman Agent: Okay, if you have any trouble feel free to contact us again. \nHuman Agent: I will be here in the meantime should you have trouble now, without checking in the chat will time out after 5 minutes though. \nCustomer: Will the lights turn blue?\nHuman Agent: When the cameras are connected they will turn a Solid blue, yes.\nCustomer: Will this effect our subscription? Or will we be fine to re do them this way\nHuman Agent: It will not effect the subscription as long as you do not delete the camera from the account, which doing the setup will not cause to occur. \nCustomer: How to i get rid of the old cameras that don't work on the app anymore? Because of the wifi change\nHuman Agent: Are these new cameras you are setting up that are not currently on the account?\nCustomer: Sorry. We are all good. I just renamed one the same. Haha\nCustomer: Thank you for all the help. We are all good now\nHuman Agent: Okay, no problem. Now that they are online you can now try to update them, if you have any trouble with that though you may want to bring the cameras closer to the router and try again. \nHuman Agent: Have a good day"]
["Customer: Troubleshooting\nCustomer: Unknown SSID\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Unknown SSID shows when the app does not have location permissions to check the network the phone is connected to. To resolve this you would both make sure your phone's location setting is on and that the location permission is allowed for the app itself."]
["Customer: Set up\nCustomer: I disconnected one of my cameras to reset it and I would like to set it up again\nCustomer: It's been a few years since the initial setup I forgot how to do it\nCustomer: I'm reaching out now can I get some assistance\nCustomer: I just explained I need some help with initial setup\nCustomer: Right now the camera is a blinking green light\nCustomer: Okay so what's the next step\nCustomer: Is there a way to get a live agent\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: 32kj44213197\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: It's blinking green \nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\n\nCustomer: Yes I see it\nCustomer: Do I tap on it?\nHuman Agent: Yes\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\n\nCustomer: Ok that's gonna take a few will you still be waiting \nHuman Agent: Yes\nCustomer: Okay there's a message on my iPhone and it's saying waiting for connection or something\nHuman Agent: Okay let me know if the camera goes solid blue\nCustomer: It's still blinking green \nHuman Agent: Ok\nCustomer: It's blinking faster now \nHuman Agent: Okay let me know if it goes solid? \nCustomer: It says my connection times out please make sure that your Wi-Fi password is correct and that you are using a 2.4 GHz connection with WPA WPA2 encryption you can also try moving your device closer to the router and try again\nHuman Agent: Did you manually enter the wifi name or did you select it from a list? \nCustomer: It was \nIt was entered from my face sign in automatically\nHuman Agent: The wifi name or the password? \n\nCustomer: Both\nHuman Agent: Okay can you please enter both the wifi name and password manually. \nCustomer: Okay so do I have to start all over again\nHuman Agent: Yes if it did not go solid blue. \nCustomer: Okay give me a few minutes\nHuman Agent: Okay \nCustomer: It's keep saying something about I have the wrong password so I'm going to have to go back and do some more research and if I need to I will contact you guys back but thank you for your patience and have a good day"]
["Customer: Live agent\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: Hi, I have a new modem, cannot get connected to my internet\n\nCustomer: I forgot my password, but already logged in. Where do I go to into Wifi password\n\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nHuman Agent: You will do the initial setup with the new Wi-Fi information.\nCustomer: ZMD14G3E2266323\nHuman Agent: That camera will use the QR Code setup method. Could you unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: How do I do that\nCustomer: Ok\nCustomer: Flashing blue\nCustomer: Camera is flashing blue light\nHuman Agent: Did you unplug the camera and plug it back in? It should start solid green and then will change. Can you watch the light on the camera as it should change from the flashing blue. It may change between flashing blue and flashing green, so watch it closely.\nCustomer: It has been flashing blue for 30 minutes.\nHuman Agent: Okay, can you unplug the camera?\nCustomer: I did unplug, I will unplug again\nCustomer: It is unplugged\nCustomer: Should I plug back in?\nHuman Agent: Alright, can you plug it back in and watch the light on the camera? Let me know what light you see when you first plug it in, then watch the light closely and let me know if the light changes.\nCustomer: Green\nCustomer: Now flashing blue again\nCustomer: It is flashing blue now\nCustomer: Flashing green now\nCustomer: Blue again\n\nHuman Agent: Good, that means it is in setup mode. It will change between flashing green and flashing blue.\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Ok I will try, but will contact later if that does not work. I have to go now. Thanks\n\nHuman Agent: You're welcome.\nCustomer: Bye\nHuman Agent: Have a good day."]
["Customer: Human\nCustomer: I’m having a hard time updating my cameras \nCustomer: I really need help on how to update them \nCustomer: Are you still there\nCustomer: Human\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It seems your camera is offline. You would need to connect it before you may update it. \nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: So reconnect with the QR code again\nHuman Agent: Yes, if it is blinking green. \nCustomer: Human\nCustomer: It’s not working with the qr code\nCustomer: Hello\nCustomer: End chat\nHuman Agent: Does it go to blinking blue at all when you show the code to the camera?"]
["Customer: Troubleshooting\nCustomer: My camera isn’t scanning the qr code. I have restarted the camera multiple times. The Wi-Fi password has been checked multiple times. I have done everything that I was supposed to do.\nCustomer: Nothing is working. The camera still isn’t scanning the code\nCustomer: Nothing is working \nCustomer: Agent \nCustomer: Agent \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd19h318d36893\nHuman Agent: That camera is already online, so you will want to add it to your account with a LAN Search in your app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Smartz Eaze app and tap on Devices. Tap on Add Device and tap on the four squares in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: It says no existing devices found on LAN\nHuman Agent: Alright, let me sync and restart the camera. Watch the light, it will change to a solid green, then flashing green, flashing blue, and solid blue as it reboots. When the light is solid blue, try the LAN Search process again. You may need to tap on Search Again a few times as it can take a couple of minutes to find the device when it reconnects.\nCustomer: Ok thank you, it’s working. But now one of the other cameras is doing the same thing that this one was doing. It’s not showing the area. I’ve tried resetting it already but it’s still not working. \nHuman Agent: Could I have the Device ID for that camera?\nCustomer: Give me a moment please, it’s up higher \nCustomer: Zmd19h318d19145\nHuman Agent: Thank you. That camera is currently showing offline. Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Blinking green \nHuman Agent: If the light is blinking green, then that means that the camera is ready for setup.\nHuman Agent: To set up the camera you will use the QR code method. Open the app and tap on Devices and then tap on Add Device. Follow on-screen instructions and the app will ask for your Wi-Fi password. A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Why do I have to go through all that stuff again? It just recently started doing this with 2 out of 4 cameras \nHuman Agent: There are several potential reasons. The most common are if you changed your router, Wi-Fi name and password, or your internet provider."]
["Customer: Set up\nCustomer: I can’t set up my email camera. Can I speak with somebody over the phone?\nCustomer: Is the Solaris blue light\nCustomer: I meant a solid blue light\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Ayuda agarren mi cámaras no funcionan\nCustomer: Agente \nCustomer: Agente \nCustomer: Ok \nHuman Agent: ¿Podrías darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD o GSG y debe estar en una etiqueta blanca en la cámara o en el soporte; normalmente está debajo de un código de barras.\nCustomer: ZMD19I2IHA00963\nCustomer: Son todos mis cámaras no funcionan \nHuman Agent: Gracias. ¿Podrías desenchufar la cámara, volver a enchufarla y decirme qué luz ves en la cámara cuando la enchufas?\nCustomer: Luz verde \nHuman Agent: ¿Tienes una luz verde? ¿Es verde fija o verde intermitente?\nCustomer: Verde intermitente \nHuman Agent: Eso significa que la cámara está lista para su configuración. Para configurar la cámara, deberá utilizar el método del código QR. Abra la aplicación y toque Dispositivos y luego toque Agregar dispositivo. Siga las instrucciones en pantalla y la aplicación le solicitará su contraseña de Wi-Fi. Se generará un código QR. Alinee la lente de la cámara con el código QR en la pantalla de su teléfono, dejando aproximadamente 20 cm de espacio entre ambos.\nCustomer: No funciona \nHuman Agent: Cuando veas el código QR en la pantalla de tu teléfono, acerca la pantalla al lente de la cámara Zmodo y retírala. Observa la luz de cerca y avísame si la luz cambia de verde intermitente en algún momento. Es posible que cambie solo brevemente antes de volver a verde intermitente, así que obsérvala de cerca.\nHuman Agent: ¿Puedes enviar una captura de pantalla del código QR que estás mostrando a la cámara Zmodo?\nCustomer: Una ya funcionó pero faltan las otras \nHuman Agent: Bien, parece que la configuración conectó la cámara con la que estabas trabajando. Por lo tanto, tendrás que pasar a la siguiente cámara, desenchufarla y volver a enchufarla. Si la luz parpadea en verde, tendrás que realizar el mismo proceso de configuración.\nCustomer: Estoy tratando en eso u no puedo \nCustomer: La luz quedó azul fija \nHuman Agent: Parece que configuraste un segundo dispositivo en tu cuenta.\nCustomer: No lo tengo en mi teléfono agregado \nHuman Agent: ¿Qué ves en la aplicación? Puedes intentar reiniciar o actualizar la aplicación.\nCustomer: Si ya tengo 2 intentaré con las otras\nHuman Agent: Sí, realizarás la misma configuración del código QR para conectar las otras cámaras de tu cuenta."]
["Customer: Troubleshooting\nCustomer: Updating WiFi password \nCustomer: Cameras not working after updating WiFi password\nHuman Agent: Hello, my name is Grant. To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Troubleshooting\nCustomer: Need to install camera that I uninstalled and reset to new WiFi \nCustomer: Set up\nCustomer: Need set up instructions \nCustomer: Don’t have QR code\nCustomer: Don’t have QR code for installing \nCustomer: Need to have a phone number for contact information \nCustomer: Agent \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD24HP9201149\nCustomer: I have 3 cameras \nHuman Agent: Lets start with that one. CAn you send the ID again? It looks like it is missing a letter or number.\nCustomer: ZMD24HPH9201149\nHuman Agent: Thank you. Are you using the Zmodo app or the meShare app?\nCustomer: Zmodo\nHuman Agent: Then you would not need a QR Code, you will make one on your phone screen to show to the camera with your app.\nHuman Agent: First, can you unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: Green\nHuman Agent: Is it solid green or flashing green?\nCustomer: Flashing green \nHuman Agent: Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: On the app now will in the support option, will I be leaving the chat \nHuman Agent: You can leave the chat. The chat will remain open for at least 7 minutes."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Id ZK8ID:ZK8-BFS23NM\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: My camera want connect \nCustomer: Troubleshooting\nCustomer: Can I get any help other then this QR code it not picking up\nCustomer: The light is red but still not picking up\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  Can you send me the cameras Model and ID number? \nCustomer: I have talk & text can some one call me \nCustomer: Model zp-IBH23-W\nFccID zk8-BFS23NM\nHuman Agent: we do all of our calling via scheduling, I will send you the call scheduler so you can schedule yourself a callback.\nHuman Agent: Let me know if you have trouble submitting a callback.\nHuman Agent: also the ID will start with ZMD, its not the fccid.\nCustomer: ZMD19G1IHC06447\nHuman Agent: Okay it looks like that camera can use the QR code setup or the Zink setup.\nHuman Agent: Have you tried the Zink setup at all?\nCustomer: Yes im here zink not working as well"]
["Customer: Troubleshooting\nCustomer: Hello , I have like 7 cameras that I want to connect. I change my router and it’s difficult to connect \nCustomer: I say router change\nCustomer: I fellow the initial setup but never work\nCustomer: I change my router/wifi and I try to connect my camera to the router but it didn’t work \nCustomer: Hello\nCustomer: I send you text now \nCustomer: -1\nCustomer: Are you AI\nCustomer: What detail?\nCustomer: Are you human\nCustomer: Ok\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Ok I have 7 in total \nCustomer: Zmi is or fcc id\nHuman Agent: It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nHuman Agent: Not the FCC ID.\nCustomer: Zmd19I2IHA20340\nHuman Agent: Okay, lets start with that camera. Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Zmd18L9IH503072\nCustomer: Green\nCustomer: Flashing \nCustomer: ?\nHuman Agent: Flashing green is good, so lets try the QR Code setup. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nHuman Agent: When you are showing the QR Code to the Zmodo camera, you can hold the phone screen close to the camera lens and slowly pull it back. Watch the light closely and let me know if it changes from the flashing green.\nCustomer: Which one is QR code?\nHuman Agent: You will make it on your phone screen in the app. Did you get my previous message with the setup instructions?\nCustomer: D/static_file/0474e12439_1_20240924104242.jpeg\nCustomer: Yes\nCustomer: Ok\nCustomer: Yes, I try it but not working \nHuman Agent: Okay, so as I asked, when you are showing the QR Code to the Zmodo camera, you can hold the phone screen close to the camera lens and slowly pull it back. Watch the light closely and let me know if it changes from the flashing green.\nCustomer: Is not working \nHuman Agent: I understand it is not connecting. Are you receiving my messages? Can you hold the phone screen close to the camera lens and slowly pull it back. Watch the light closely and let me know if it changes from the flashing green."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Agent\nCustomer: Hello it wpnt let me add my devices \nCustomer: U thier\nCustomer: -1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Yes just wanna ad my cameras and they wont connect \nHuman Agent: Okay, are these new cameras or have they been setup before in the past?\nCustomer: Been set up b4 \nCustomer: Its not wantning to connect \nHuman Agent: Okay, can you send me the cameras Model and ID number, I will look them up to see what setup options are possible for the camera. \nHuman Agent: The model will start with ZMD or GSG, not FCCID\nCustomer: Zp\nCustomer: Model zp-IbH15-W\nCustomer: I cant get to qr code part but nothing happens or times out\nHuman Agent: Okay, do you see the ID number that starts with ZMD or GSG at all I will also need that. \nCustomer: Did it come with pic i sent\nCustomer: D/static_file/abdbbb7697_1_20250210170622.jpg\nHuman Agent: the picture came in jsut now\nCustomer: Ok cool ty\nHuman Agent: One moment while I look up this device. \nCustomer: Ok ty\nHuman Agent: Looks like for this camera the only setup it will use is the QR setup. When you did the QR code setup what color were the lights and were they flashing or solid when you showed the QR code to this camera?\nCustomer: Flashing green\nCustomer: It wont read the qr code \nCustomer: Ive got a measuring tape out 4 the 8in\nCustomer: U thiern\nHuman Agent: Yes I am here. Can you take a screenshot of the QR code and send it to me to review"]
["Customer: I can not to set up second camera \nCustomer: Second camera is new\nCustomer: I can not set up new second camera \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: SD-H2927-A\nHuman Agent: That is the Model, not the Device ID. It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 889490021470\nHuman Agent: Can you try sending the Device ID again or send a picture of the Device ID?\nCustomer: D/static_file/2bc81e9a74_1_20241216170628.jpg\nHuman Agent: Can you look at the stand of the camera? Is there a sticker with a barcode on either side of the stand?\nCustomer: ZK8-BFS23NM\nHuman Agent: That is the FCC ID, not the Device ID. The Device ID will be on the stand of that camera. Below where the picture you sent cuts off.\nCustomer: ZMD19H318D22245\nHuman Agent: Thank you. While I am looking up the device, can you please unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it back in?\nHuman Agent: Actually, it looks like that camera is online on your account already.\nCustomer: Green \nCustomer: Then blue\nHuman Agent: The camera is already setup on your account.\nCustomer: But I do not see it on the phone\nCustomer: I see only first camera \nHuman Agent: Lets check the app now and see what you see on it. You may also want to restart the app.\nCustomer: D/static_file/5b56396411_1_20241216171501.png\nHuman Agent: Can you restart the app?"]
["Customer: I am trying.\nTo get my camera to connect.I haven't had it running in a long time\nCustomer: I have tried rescannon at several times.\nIt starts out blinking green and then turns blue\nCustomer: Not sure if this is a camera.I got off eBay a while ago.And never got connected\nHuman Agent: Hello, you've reached customer care, my name is Kylie, can you send me the cameras Model and ID number? this will be on the cameras sticker and the ID will start with ZMD or GSG\nCustomer: The number on this camera is \nModel zp IBH15-W\nZMD14G8DA216111.\nHuman Agent: Okay, One moment while I look up the device.\nCustomer: it has a blue light now\nHuman Agent: Is it a solid blue light?\nCustomer: yes\nHuman Agent: I looked up the device and it appears to be online, its showing on my end that its getting internet and a solid blue light also means its online. \nCustomer: Can't find it on my app\nHuman Agent: I can add the device to the account for you, I just have to name it. What do you want me to name it?\nCustomer: yes please \nHuman Agent: What do you want me to name the camera?\nCustomer: Call it \nTest \nI can rename later \nHuman Agent: Okay, one moment.\nCustomer: k\nCustomer: Update now\nHuman Agent: I added the device now to the account. You may have to refresh the app but jsut let me know if you can see the \"test\" camera live or not\nCustomer: It had to be updated first doing that now\nHuman Agent: Okay\nCustomer: Still updated\nHuman Agent: Okay\nCustomer: 50%\nHuman Agent: that's great.\nCustomer: Update failed trying again\nCustomer: still  downloading \nHuman Agent: Okay, if it failed the camera may either be too far from the rotuer or the update was interrupted. \nHuman Agent: When you look at the lights of the camera what color is it and is it solid or flashing? \nCustomer: stuck in downloading \nHuman Agent: When you look at the lights of the camera what color is it and is it solid or flashing? \nCustomer: trying again. \nhas blue blinking light\nHuman Agent: If the light is flashing blue that means its not connected to the network. \nHuman Agent: the camera should only reboot itself at the end of an update then come back online, if the camera is only flashing blue and not turning a solid blue then you may have to reboot the camera by unplugging and plugging it back in. It is crucial to make sure the update is not still being pushed though as if we interrupt it while tis trying to reboot it can damage the camera."]
["Customer: Troubleshooting\nCustomer: Camera is flashing blue and has been for 2 months\nCustomer: -1\nCustomer: Agent\nCustomer: Online it says I need to update firmware \nCustomer: I have tried connecting and it’s not working\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 18ADIH524184\nHuman Agent: Thank you. That camera is offline, so it will need to be connected to the Wi-Fi network before it can be updated. Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: D/static_file/200724ebd1_1_20241004163642.jpg\nCustomer: Just min\nCustomer: Green\nCustomer: Flashing green\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Ok\nCustomer: Ok, it’s working . Ty so much\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Sure \nCustomer: I have a Zmodo camera that has not been working for a while I tried deleting it and adding it again however it just keep flashing a green light and a red light flash in and out and it’s not reading the QR code to be added. I’m not sure if the camera has stopped working all together I need some assistance please \nCustomer: This step still didn’t work \nCustomer: The camera still did not work after trying the steps you mentioned \nCustomer: The camera has power and I did unplug it and plug it back in. \nCustomer: Is it possible to contact Zmodo customer support \nCustomer: Ok thank you \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Ok just a second \nCustomer: The device ID is: ZMD17A8I7205736\nHuman Agent: Thank you. Can you please unplug the camera, plug it back in, and tell me what light you see in the camera when you first plug it in?\nCustomer: I see a green light after plugging it back in \nCustomer: It’s a fast flashing green light \nHuman Agent: Okay, so it changed from a solid green to a flashing green. That is good. You will want to try the QR Code setup again. This time hold the phone screen close to the camera lens and pull it back. Watch the light in the camera closely and let me know if it changes from the flashing green.\nCustomer: Ok will do \nCustomer: I tried the QR code setup again twice and the the connection timed out \nCustomer: It’s still flashing the green light \nHuman Agent: Okay, I am not worried about what it says on the app. You can ignore the app. We just want to see the light in the camera when you are showing the QR Code to the camera. Start by holding the phone screen close to the camera and pull it back. And watch the light in the camera while you are showing the QR Code to the camera.\nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the camera.\nCustomer: D/static_file/c357718851_1_20240913164833.png\nCustomer: That is the QR code that I’m showing to the camera \nCustomer: When I show the camera the QR code it’s still flashing the green light\nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: It’s saying unable to join ‘ZMD_SAP’\nHuman Agent: Okay, are you in your Wi-Fi settings right now? And you see it in the list of available networks?\nHuman Agent: Or are you in the Zink setup and tapping on Tap here to begin setup?\nCustomer: Yes I’m in WiFi settings I don’t see ‘ZMD_SAP’ as an available network \nHuman Agent: Okay, so the camera should be making the ZMD_SAP network if it is just flashing green. Is there a blue light in the camera along with the flashing green light?\nHuman Agent: Or when you unplug and plug in the camera, does the light start solid green, flashing green, and then the flashing green light turn off for a few seconds and then turn back on?\nCustomer: No there’s no blue light just the flashing green light \nCustomer: When I unplugged it just now and plug it back in the green light is solid then it starts flashing \nHuman Agent: You would want to watch the light closely, to see if the light turns off at any point and then comes back to flashing green. Because if it is working properly, it should also be making the ZMD_SAP network if it does not turn off even briefly and then come back flashing green.\nHuman Agent: Is the antenna screwed in securely to the camera?\nCustomer: Yes I had my mom unplug it and plug it back in so I can watch the light. When it is plugged back in there’s just a solid green light for about 10 seconds then it starts flashing \nCustomer: I’m still unable to connect to the network \nCustomer: The antenna is screwed securely to the camera, yes\nHuman Agent: So you see the ZMD_SAP network in your Wi-Fi settings?\nCustomer: No I don’t \nHuman Agent: Well then you would not be able to connect to the network if it is not there. You can try plugging the camera in with a different power adapter.\nCustomer: I’ve also tried a different power adapter previously that also didn’t work \nHuman Agent: If you tried a known working power adapter (preferably one from a working camera if possible since we know that one works) then unfortunately the camera is not working properly.\nCustomer: Yes I’ve tried everything possible and it still isn’t connecting. Do you know if we still have warranty on it? I’m not sure. Or would we need to buy a new one\nHuman Agent: The active warranties would be a 1 year warranty. So the camera would be covered if it was purchased new within the last year.\nCustomer: Ok understand. Well thank you for the assistance. \nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/3d59ac564d_1_20241115142842.jpg\nCustomer: ?\nHuman Agent: That is the Model and the FCC ID, not the Device ID. The Device ID will be on a sticker on the stand of the camera.\nCustomer: D/static_file/3abe6fc38e_1_20241115143026.jpg\nCustomer: ?\nHuman Agent: Thank you. It looks like that camera has not been setup before. Could you unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: Blinking green \nCustomer: ?\nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Yes I m here\nCustomer: Hello\nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Yes\nCustomer: ?\nCustomer: D/static_file/d9408cb6c6_1_20241115144257.jpg\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: It not show me nothing on input home wifi \nCustomer: D/static_file/24a784f2a3_1_20241115144603.jpg\nCustomer: ?\nHuman Agent: The picture you sent is in your Wi-Fi settings, can you go to the app and do the Zink setup?\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: D/static_file/7edd2d61b2_1_20241115145050.jpg\nCustomer: After I connect ZIM_SAP it did ask me to input home wife \nCustomer: ?\nHuman Agent: Then you will want to check your Location settings. You will want to make sure your phone's location is turned on. Then you will want to check the app settings and make sure that the app has permission to use your phone's location."]
["Customer: Set up\nCustomer: I have a new router and can't connect my cameras \nCustomer: I've tried the initial setup. Does not work \nCustomer: Not using QR code. Using zink \nCustomer: How do I use QR code to setup? \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I looked up your account and though there are no devices, the two cameras that were tied to this account previously look like they only use the QR setup. If you have more then those two cameras or you still have trouble with the QR setup just let me know. \nCustomer: I've tried to connect with QR code, times out. I'm really getting frustrated \nHuman Agent: Okay, what color are the lights on the camera and are they flashing or solid?\nCustomer: One flashing green one flashing blue \nHuman Agent: OKay, Reboot both of the cameras (unplug them and plug them back in) then go through the QR setup on your phone again, when you get to the end where the code generates take a screenshot of the QR code and send that to me, I will review it to make sure its generating properly.\nCustomer: Ok. \nHuman Agent: Okay\nCustomer: D/static_file/4b2fd198ea_1_20250311094755.png\nCustomer: Screenshot \nHuman Agent: Okay, the code itself looks like its generating with the info fine, the pixels are a tad bit smaller then normal however, can you try holding the code closer at 6 inches from one of the cameras then watch the lights and tell me how it reacts after a minute, If it flashes blue while you hold the code keep holding it until it flashes only green again."]
["Customer: No puedo contectar mi camara\nCustomer: 1\nCustomer: Soy nueva con la app y mi cámara es usada no puedo encontrar el dispositivo \nHuman Agent: Hola, has contactado con atención al cliente. Mi nombre es Grant. ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD o GSG y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras."]
["Customer: Set up\nCustomer: Gary was helping me , he asked for the ser on my  CAMERA, which is ZMD17K1H800086\nCustomer: HOW DO I GET IN TOUCH WITH GARY?\nCustomer: 3 OF MY 4 PHONES ARE NOT WORKING .AFTER PROVIDING ALL MY INFO , GARY ASKED MED ME TO GET THE NO .OFF THE CAMERA. ZMD17K1H800086\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I can assist you, let me look up that cameras ID number. \nCustomer: hI, KYLIE ,\nHuman Agent: I was not able to find the camera with that ID number, can you take a picture of the cameras sticker and send that to me in the chat here so I can review the Model and ID number.\nCustomer: OK  HOW DO I SEND THE PICTURE TO YOU, KYLIE\nHuman Agent: you would take a picture then attach it to the chat if you are chatting from a mobile device or you can send me the photo via email at support@zmodo.com \nCustomer:  I SEE I MISSED ALETTER ZMD17KP1H800086\nCustomer: HOW DO I ATTACH IT TO THE CHAT?\nCustomer: FROM MY PHONE?\nCustomer: MODEL ZP-1BH23-W\nHuman Agent: If you are chatting with me from the phone then yes you would attach it there, if you are having trouble at all though you can just send me an email of the photo to support@zmodo.com \nCustomer: ILL TRY EMAILING IT\nHuman Agent: Okay, let me know once the email is sent. \nCustomer: I WILL\nHuman Agent: Okay\nCustomer: KYLIE I SENT THE PIC VIA E-MAIL\nHuman Agent: Great! I just got the email. It looks like for this camera it can use the setup called Zink or the setup called QR code. I wil send you the directions for both setups so you can go through the setup steps and try them with the camera. \nHuman Agent: QR Code Set Up\n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\n\n\nHuman Agent: I would recommend trying the QR code setup first as beyond these steps I have sent if you turn the volume up on your phone while going through the setup it will also verbally tell you what to do on each step which I find is very helpful. \nHuman Agent: Zink Setup\n\n1.Check Network Compatibility:\n\nEnsure that the W-iFi network you want to connect the camera/s to, is operating on the 2.4GHz frequency.\n\n\n\n2.Access Zink Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the Zink option.\n\n\n\n3.Initiate Installation:\n\nEnter the number of devices you are trying to set up, tap on the check mark or next.\n\n\n\n4.Connecting to the ZMD_SAP\n\nTap on \"Tap Here to begin set up\" follow the onscreen instructions. The phone may warn you this network has no internet.\n\n\n\n5.Wi-Fi Password Entry:\n\nThe app will prompt you to select or enter your Wi-Fi name (SSID) and enter the Wi-Fi password. Remember the Wi-Fi and password are case sensitive.\n\n\n\n6.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nCustomer: TRIED THAT I JUST DON'T KNOW IF I DID IT CORRECTLY.i I HOPE YOU CA N STAY WITH ME WHILE I ATTEMPT TO DO IT. NO THESE CAMERAS WERE WORKING UNTILL3 DAYS AGO\nHuman Agent: Here is the Zink setup instructions./ If you at all have trouble with the QR setup or the Zink setup just let me know what happens or where you get stuck in the setup process.\nCustomer: kYLIE THE PAGE ON MY COMPUTER IS LOST AT THE TOP AND I CAN'T GET IT . COULD YOU RESEND THE INST. ON THE ZINK SETUP AGAIN\nHuman Agent: you can scroll up or down on the chat, I am however happy to send you the steps again. Do you also want me to send you the setups steps over email would that be easier for you?\nCustomer: OR BETTER YET TO MY EMAIL. YES\nCustomer: PLEASE\nHuman Agent: Okay, great, I will send the setup here in the chat again and also send you the setup over email. One moment\nHuman Agent: I sent the email now\nHuman Agent: Here are the setup steps for the QR setup and the Zink setup. \n\nQR Code Set Up\n\n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\n\n\n\nZink Setup\n\n\n1.Check Network Compatibility:\n\nEnsure that the W-iFi network you want to connect the camera/s to, is operating on the 2.4GHz frequency.\n\n\n\n2.Access Zink Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the Zink option.\n\n\n\n3.Initiate Installation:\n\nEnter the number of devices you are trying to set up, tap on the check mark or next.\n\n\n\n4.Connecting to the ZMD_SAP\n\nTap on \"Tap Here to begin set up\" follow the onscreen instructions. The phone may warn you this network has no internet.\n\n\n\n5.Wi-Fi Password Entry:\n\nThe app will prompt you to select or enter your Wi-Fi name (SSID) and enter the Wi-Fi password. Remember the Wi-Fi and password are case sensitive.\n\n\n\n6.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification."]
["Customer: Troubleshooting\nCustomer: How come I can't get my me share camera to scan my phone?\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Hi Mira, I am trying to get my cameras connected again\nCustomer: I don’t have the previous information and I can’t remember it.\nCustomer: I don’t remember the set up process I used to install them prior. When we got home from our vacation we took them down, and now I can’t get them back up\nCustomer: May I have some assistance with the set up please\nCustomer: I plugged in one camera and there is a blue blinking light\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: The barcode on the sticker in the bracket of the camera is ZK8-BFS23NM\nCustomer: Model ZH – IXY1D\nHuman Agent: What is the name of the c amera on the app? \nCustomer: Zmodo\nCustomer: Hello\nCustomer: Are you still there?\nHuman Agent: Yes I am here, the brand is Zmodo but on your account you have one named Thermostat or boiler room \nHuman Agent: Which one are we working with? \nCustomer: I’m working with the thermostat one\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code.\n\nCustomer: Hold on please \nHuman Agent: Okay \nHuman Agent: If the camera does not connect please send me a screenshot of the QR code you are using.\nCustomer: D/static_file/64fa90f69a_1_20241015164211.jpg\nHuman Agent: Is the camera only flashing blue, or is it back to flashing green?\nCustomer: It was just flashing blue and now it’s flashing green\nHuman Agent: Okay are you able to reboot the router and camera at thsi time? \nCustomer: Ok I will try now. Please hold. \nHuman Agent: OK\nCustomer: Yes I just rebooted\nCustomer: Are you still here\nHuman Agent: \n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\n\nYes \n\n\n\n\n\nHuman Agent: Yes\nHuman Agent: Is the camera back to flashing only blue? \nCustomer: It keeps going back-and-forth to Green and to blue\nHuman Agent: Okay \nHuman Agent: Can you go to the settings app then wifi, tap on your wifi then tap forget. Once you have forgotten the network please tap on it again to reconnect.  \nCustomer: Ok\nCustomer: I’m on the app but don’t see where the WiFi is to forget this network \nHuman Agent: It would be in the settings app of your phone. \nCustomer: Ok but then that would disconnect my phone WiFi \nHuman Agent: Correct, we are trying to test your wifi password to ensure you are using the correct password. \nCustomer: Do you mean shut my Wi-Fi off on my cell, because I do not see where it says forget this WiFi.  I am on Settings but it’s not available to forget\nHuman Agent: No shutting off the wifi does not test the password. Are you on android or iphone? \nCustomer: Iphone\nHuman Agent: On the wifi page tap on your wifi name the at the very top the forget option will be listed in blue \nCustomer: Ok I got I. I clicked on forget this password\nCustomer: I’m on my iPad with you but trying the zmodo app on my cell. Which is now not on WiFi. Is that ok ?\nHuman Agent: Yes that is fine, if you tap on your wifi again is it asking you to enter the wifi password again? \nCustomer: Yes \nCustomer: Ok I’m back on the wifi\nHuman Agent: Okay please try the QR code set up again\nCustomer: It keeps telling me that like that his time down\nHuman Agent: Sorry I am not sure what you mean \nCustomer: I am trying to scan the QR code with the Camera and it keeps telling me that it’s timed out it is not connecting\nCustomer: I rechecked the password to make sure it was right, and it is. I hold the camera to the QR code but it does not connect\nHuman Agent: Okay on the back of the camera above where the power supplies goes there is a small pinhole to reset the camera. Can you press and hold that button for 30 seconds. \nCustomer: Ok\nCustomer: Ok light is Blinking green\nHuman Agent: Okay please try the QR code again. Just to confirm are you using the phone still for the set up or the ipad? \nCustomer: I’m using the phone. \nHuman Agent: Okay \nCustomer: Hi \nHuman Agent: Hello\nCustomer: What’s next. \nHuman Agent: Did you try the QR code set up again, did the camera change to flashing only blue? \nCustomer: I did try. No it’s not connection. If I arrow back on this conversation and try the QR code from the app on here willi loose you.?\nHuman Agent: No you wont. \nHuman Agent:  Let me know if the light changes to flashing blue for a while after showing it the QR code \nCustomer: Ok I’m trying. \nHuman Agent: Okay \nCustomer: Nothing is happening\nHuman Agent: Is the light remaining flashing only green? \nCustomer: Both blue n green\nHuman Agent: We are going to be closing here in 8 minutes. Our live chat will be open again tomorrow or you can set up a callback or email if you prefer for us to follow up with you in a different method. \nCustomer: Ok thank you. Good night. \nHuman Agent: Please tap the schedule call option if you want to set up a callback"]
["Customer: Can I speak to a representative about connecting my device\nCustomer: Agent\nCustomer: Hi, I can’t seem to get connected to my device, it has connected previously, but all the sudden is not. I think I may have to delete it and restart, but it says I have to cancel my subscription to do that. Can you help me get connected to the device without having to delete it or help me renew the subscription. \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. No need to delete the device. In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\n\nCustomer: It will just be on the “this will take a few moments page” for a long time before failing. Sometimes it will fail right away. \nHuman Agent: Are you meaning that you went through the Zink setup, it let you submit the network name and password, then was on a page saying it would take a few moments?\nCustomer: Yea i have done that a lot and it has worked before but now it wont\nCustomer: Yes \nCustomer: And it just stays flashing green or not lit up at all at that point\nHuman Agent: Okay, are you using a 2.4Ghz network for the setup?\nCustomer: i think so? It has connected to the same network many times before \nHuman Agent: When you go through the Zink setup, does it have you pick the network from a list or are you having to type it in manually?\nCustomer: It just stopped working about a week ago and I try to reconnect it every day\nCustomer: I have tried both\nHuman Agent: Okay, so the network is appearing in the app for you to pick from then? If so, we'll want to stick with that. Next, can you go to your wifi settings on your phone, forget your network that you're trying to connect it to, then when it reappears, try to reconnect to it. It will have you enter your wifi password. If it does not have you enter the password, the network was not properly forgotten. \nCustomer: This happened once a long time ago and I did have to delete the device and add it again. \nCustomer: Ok\nHuman Agent: No, you never have to delete the device. It is a common misconception that you have to delete a device to reconnect. If it's already on the account it will not get past the page you mentioned, but the camera will blink blue when it tries to connect and go solid blue once connected (the blue light is likely where you thought there was no light as it is harder to see). Once solid blue, you can just quit the setup.\nCustomer: Ok i tried that and it said failed so I tried again. How long should i have to wait? \nCustomer: It stayed blinking green the whole time, 2-3 minutes\nCustomer: After the first failure, which happened after I got back from my phones wifi settings\nHuman Agent: I'm unsure what you mean. You failed to reconnect to your wifi, but then were able to reconnect to your wifi on later attempts?\nCustomer: No I connected to the wifi on my phone and when I got back to the zmodo app, on the “this will take a few moments” screen, it said failure, so I inputted my wifi info again, and then waited about 2-3 mins with no luck and green flashing. \nCustomer: My phone was connected to the wifi though\nCustomer: I’ll try again\nHuman Agent: Okay, so to be clear, you forgot your wifi in your wifi settings and then you were able to reconnect after entering your wifi password again there?\nHuman Agent: This should not involve our app at all for what we're currently doing. \nCustomer: What no \nCustomer: My phone is connected to the wifi\nCustomer: But when i try the zink set up it will not connect\nCustomer: Wait yes I did what you told me and forgot and reconnected to the wifi on my phone yes\nHuman Agent: Okay, but what I asked was to go to your phone's wifi settings, forget the network, then when it reappears, tap on it and reconnect to it. It will ask you for your wifi networks password when you do this. If it does not, you have not forgotten the wifi network properly. \nHuman Agent: Okay, sorry, you had seemed to indicate you had not. \n\nCustomer: Yes I did all that sorry\nHuman Agent: In that case, please hold in the reset button on the bottom of the camera until it restarts, restart your router, and once it is back up, please try the Zink setup again. \nCustomer: But I input the password and got reconnected to if on my phone\nHuman Agent: Okay. \nCustomer: Restart the wifi router too?\nHuman Agent: Yes, please. \nCustomer: Ok\nHuman Agent: Thanks. \nHuman Agent: Let me know once you are back online.\nCustomer: Hi it is still not seeming to work\nHuman Agent: Do you have another phone or tablet we could try the set up with? \nCustomer: No\nHuman Agent: Okay \nHuman Agent: Have you done the reset on the bottom of the camera? \nCustomer: Yes\nCustomer: And it has been resetting itself - or just scanning the room- every once in a while, several times a day\nHuman Agent: Is this device connected directly to the wall outlet with the provided power cable? \n\nCustomer: Its connected to a good extension cord\nCustomer: But I can move it to a wall outlet\nHuman Agent: We do not recommend using extension cords as they do not regulate power. Yes please plug it directly to a wall outlet. \nCustomer: Ok\nCustomer: Now its just immediately going to “add failure” after inputting the wifi password\nHuman Agent: Okay, are you able to uninstall and reinstall the app?\nCustomer: Sure\nHuman Agent: Once you sign back in please try the set up \nCustomer: Trying again\nHuman Agent: Okay \nCustomer: Still not connecting \nHuman Agent: Is it still giving the failure message after entering the wifi information? \nCustomer: Yes\nCustomer: Well now it will go to the waiting screen\nHuman Agent: The waiting for connection screen? \nCustomer: Yep\nHuman Agent: Okay did the light change to flashing blue? \nCustomer: It sometimes says failure before or after that\nCustomer: No\nHuman Agent: Did you have to enter the wifi name manually again? \nCustomer: The green sometimes stops \nCustomer: No\nHuman Agent: Does it remain off for a while? \nCustomer: I did see it blue one time right after I redownloaded the app \nCustomer: Just a few seconds\nHuman Agent: Okay please try the set up one more time. Keep in mind the wifi name is case sensitive \nCustomer: I just tried again. This time it stopped flashing for about 10 seconds. I waited 20 more seconds before coming back here. Still nothing on the camera screen. \nHuman Agent: What is the name of the wifi network you are entering? \nCustomer: weefee\nCustomer: Just did again. It stopped flashing for 18 seconds, then it spun around again. Nothing coming on the camera screen.\nHuman Agent: Okay sorry to say it might be a bad camera \nCustomer: Ok\nHuman Agent: Do you recall when and where the camera was purchased? \nCustomer: I’m not sure \nHuman Agent: It looks like it was set up originally around 2017 \nHuman Agent: So it would be out of warranty \nCustomer: Darn\nHuman Agent: Yep, is there anything else I can answer today?"]
["Customer: Troubleshooting\nCustomer: My phone says my connection timed out and it can't find a secure video channel\nHow can I fix it\nCustomer: 1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like your cameras are offline so they'll likely need set back up. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: I just moved to a house that has a zmodo doorbell camera hooked up and want to be able to use it \nCustomer: I didn’t purchase it - it just was here when I moved in\nCustomer: Yes I need help getting it on my app \nHuman Agent: Hello, you've reached customer care, my name is Kylie. To assist you with this device I first will need to look it up, can you take a look at the sticker on the bottom or back of the devices and tell me what the Model and ID numebrs are? the ID will start with ZMD or GSG and have no dashes. Do you also only have one camera or how many are there? \nCustomer: I need to speak with someone \nCustomer: It’s mounted to the wall outside in the concrete \nHuman Agent: When you say speak to someone are you meaning over the phone via phone call? as we are currently speaking over chat technically I just want to clarify what your asking for. \nCustomer: Yes on a phone call \nHuman Agent: Okay no problem, we do have phone support, all of our calling is done via schedule though so I will send you the call scheduler so you can get yourself a callback from one of our reps for troubleshooting. \nHuman Agent: Let me know if you have any trouble submitting the call you scedule. All the tiems are for Central timezone as we are located in Central IL as well."]
["Customer: Set up\nCustomer: Set up\nCustomer: Can’t understand the QR code scanning.  \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Go to the Device section of the app and hit Add Device.\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nHuman Agent: If you have a specific question about the setup process, feel free to let me know."]
["Customer: Help me please for setting my camera \nCustomer: Ok \nCustomer: The led is blue \nCustomer: Not the camera no functioning \nCustomer: Yes \nCustomer: And no functioning \nCustomer: The led is green blinking \nCustomer: I need the phone number for representing please \nCustomer: Necesito representante \nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debería comenzar con ZMD y debería estar en una pegatina blanca en la cámara o en el soporte, normalmente debajo de un código de barras.\nCustomer: ZMD14seceda256464\nCustomer: ZMD14SECEDA256464\nHuman Agent: Bien, la identificación que enviaste tiene demasiados números y letras. ¿Puedes intentar enviarlo nuevamente o enviar una foto del ID del dispositivo?\nCustomer: Hola sigue hay \nCustomer: Sii\nCustomer: Estoy aqui\nHuman Agent: Bien, la identificación que enviaste tiene demasiados números y letras. ¿Puedes intentar enviarlo nuevamente o enviar una foto del ID del dispositivo?\nCustomer: Donde la busco \nHuman Agent: Debería comenzar con ZMD y debería estar en una pegatina blanca en la cámara o en el soporte, normalmente debajo de un código de barras.\nCustomer: ZMD14CEDA256464\nCustomer: Eso es lo que está \nCustomer: D/static_file/ec72befe2b_1_20241028160646.jpg\nHuman Agent: Gracias. ¿Puedes desconectar la cámara, volver a enchufarla y decirme qué luz ves en la cámara cuando la enchufas?\nCustomer: Verde\nHuman Agent: ¿Está parpadeando en verde o en verde fijo?\nCustomer: Verde fijo\nHuman Agent: Bien, ¿y todavía está en verde fijo? ¿No ha cambiado a verde intermitente o azul intermitente?\nCustomer: No ahora está azul parpadeando \nCustomer: Ahora verde intermitente \nCustomer: Volvió a azul intermitente \nHuman Agent: Cuando la luz parpadee en verde, querrás realizar la configuración del código QR. Abra la aplicación y haga clic en el ícono \"+\" en la esquina superior derecha, luego seleccione Código QR. Elija \"Iniciar instalación\" o \"Siguiente\" en la parte inferior de la pantalla para iniciar la configuración. Siga las instrucciones en pantalla, ingrese su contraseña de WiFi (recuerde que distingue entre mayúsculas y minúsculas) y toque \"Siguiente\". Se generará un código QR. Alinee la lente de la cámara con el código QR en la pantalla de su teléfono, dejando aproximadamente 8 pulgadas de espacio entre ellas.\nCustomer: Ok \nCustomer: El wifi de aquí cambió haré lo que dijo \nCustomer: Me funcionó \nCustomer: La de la sala \nCustomer: Falta la del cuarto \nHuman Agent: Es posible que tengas que hacer lo mismo con esa cámara. ¿Puedes ir a la cámara, desconectarla, volver a enchufarla y probar la configuración del código QR cuando la luz parpadea en verde?\nCustomer: No lo hace \nCustomer: Lo intenté \nCustomer: D/static_file/acecf7e9c7_1_20241028163026.jpg\nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debería comenzar con ZMD y debería estar en una pegatina blanca en la cámara o en el soporte, normalmente debajo de un código de barras."]
["Customer: Troubleshooting\nCustomer: Still not connecting \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the device you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Zmd16fv17200646\nHuman Agent: Is that ZMD16FVI7200646 possibly? If so, it seems to be online. What would you like it to be named?\nCustomer: Yes\nHuman Agent: Okay, I've added it to your account. Please go to your app home page and pull down to refresh. You should see the device and may try to hit live. The time zone is currently set to our time zone, central time, so if you would like to change that or the name, hit live on the camera, go to the settings gear in the top right, then go to the ... in the top right. From there you can access the device name and the device time zone."]
["Customer: Can someone call me\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: I am having trouble logging in. I installed my smart Zmodo phones but I can’t do anything else \nHuman Agent: Okay, when you try to login with the email from the app does an error pop up or what happens when you try to login?\nCustomer: I might need to talk to someone because I am 71 years old \nCustomer: It says authorization incorrect \nHuman Agent: Okay thats no problem, I will send you the call scheduler so you can schedule your self a call.\nCustomer: Do you see an email for \nKristac948@gmail.com\nHuman Agent: all the times listed are for Central time zone and when submitting the call scheduler be sure there are no spaces or dashes in the phone number or else it will not let you submit it. Let me know if you have any questions\nHuman Agent: There is not an account tied to that Kristac948@gmail.com email at all.\nHuman Agent: The account you are contacting me from shows the email you used to create it is kkclark040853@gmail.com, have you tried to login with that email at all?\nCustomer: Maybe that is my problem. Can I use my email for my regular Zmodo cameras \nCustomer: My old camera didn’t have a z.\nCustomer: D/static_file/6d5cef604b_1_20250306143238.jpg\nCustomer: Let me try the old email. Please wait on my\nHuman Agent: Thats perfectly fine,  you dont have to make multiple accounts and you can login with the same account on the Smartz eaze app no problem\nCustomer: It doesn’t work!\nLet me try to change my password \nHuman Agent: Okay\nCustomer: I made it\nCustomer: Now how did I get my camera to work \nHuman Agent: Now that your logged into the account, you can go through the setup from the device section, you would go there, then tap the + symbol at the bottom and go through the setup steps with the camera. If these are new cameras they would use a setup called QR code, for that setup at the very end a QR code will generate, you would show that code to the new zmodo camera, it will read the code as you hold it in front of the camera, when the lights turn a solid blue that means its online and you will be given the option to name the camera and add it to the account.\nHuman Agent: If you have any trouble with the setup or any questions along the way through the setup feel free to let me know."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: More help\n\nCustomer: -1\nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: Hello, I am having issues connecting my ZModo camera to my phone. It will not scan the qr code and I have already cleared all of the above suggested fixes\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD19G1IHC26112\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Green\nHuman Agent: Is the light solid green or flashing green?\nCustomer: Started solid, but goes to flashing\nHuman Agent: Alright, lets try the QR Code setup again. When you get the QR Code on your phone screen, hold it close to the Zmodo camera lens and slowly pull the phone back. Watch the light in the camera closely while you are showing the QR Code to the camera. Let me know if the light changes at any point.\nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the Zmodo camera?\nCustomer: The chat is not allowing me to send that\nHuman Agent: If you are having trouble sending a screenshot in the Live Chat, then you can also email it to support@zmodo.com\nCustomer: It changes to blue flashing at about 4 inches, and the connection timer times out\nHuman Agent: That means that the camera is reading the QR Code. Can you email a screenshot of the QR Code that you are showing to the camera?\nCustomer: Yes \nCustomer: Swnt\nHuman Agent: Alright, there are a few things to check. First, just make sure that the antenna is screwed in securely. Second, can you go to your Wi-Fi settings on your phone and make sure that you are connected to your 2.4 GHz network? If you are, then tap on the network name or the settings button next to it to go to the network settings. Then tap on Forget or Forget this network. That will disconnect you from the network and it will shwo up in the list of available networks. Tap on the network and enter the Wi-Fi password to reconnect.\nCustomer: I have already done all that as well\nHuman Agent: You can try that again now. Or can you please check your phone's Wi-Fi settings and see if you can locate the wireless network named 'ZMD_SAP'?"]
["Customer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?\nCustomer: I went to reconfigure my cameras with my app on my phone and it says the cameras does not work with this app and this is the app that I originally had when I set up my cameras\nCustomer: agent\nCustomer: Is this grant?\nHuman Agent: Do you still have the quick guide that came with the cameras?\nCustomer: No\nHuman Agent: Okay I can send you the QR code you need to start the set up. Do you have another phone to do the set up with so we can continue the chat on this device. If not do you have a computer that can display the QR code if I email it to you. If so what is the best email to send it to? \nCustomer: yes i have a computer you can sent me the QR code\nHuman Agent: What is the best email to send it to? \nCustomer: tony.wpd@gte.net\nHuman Agent: Thank you. I sent the email with the QR Code to scan. Tap the \"+\" icon on the app home screen in the top right. Make sure your camera is powered on and flashing green. Tap Start Installation at the bottom of the screen. Scan the QR code included in this email when prompted by the app. Follow on-screen instructions, input your WiFi password, and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will scan the QR code on the phone screen."]
["Customer: Troubleshooting\nCustomer: I cannot get my cameras to connect\nCustomer: -1\nCustomer: can I speak to a person\nCustomer: Thank you\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are the cameras new or have they been used previously?\nCustomer: Previously used, over a year ago\nCustomer: Previously used, over a year ago\nHuman Agent: Okay, When you look at the lights coming from the camera what color are they and are they solid or flashing?\nCustomer: Flashing green\nHuman Agent: Okay, can you send me the cameras Model and ID number? with that I can check what setup the camera uses.\nHuman Agent: the ID will start with ZMD.\nCustomer: Is that the same as the network?\nHuman Agent: No, it will be on the cameras sticker.\nCustomer: Model: ZH1XY1D\nHuman Agent: For that model the ID number will be on a sticker on the bracket by a barcode. \nCustomer: zmd12k345200555\nHuman Agent: Looks like for that camera the setup is Zink.\nHuman Agent: I will get the directions for that setup for you to try, one moment. \nHuman Agent: 1.Check Network Compatibility:\n\nEnsure that the W-iFi network you want to connect the camera/s to, is operating on the 2.4GHz frequency.\n\n\n\n2.Access Zink Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the Zink option.\n\n\n\n3.Initiate Installation:\n\nEnter the number of devices you are trying to set up, tap on the check mark or next.\n\n\n\n4.Connecting to the ZMD_SAP\n\nTap on \"Tap Here to begin set up\" follow the onscreen instructions. The phone may warn you this network has no internet.\n\n\n\n5.Wi-Fi Password Entry:\n\nThe app will prompt you to select or enter your Wi-Fi name (SSID) and enter the Wi-Fi password. Remember the Wi-Fi and password are case sensitive.\n\n\n\n6.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nCustomer: Yes. It doesn't seem to send the network info to the camera when I connect via the app\nHuman Agent: Here are the Zink setup directions, try the setup and let me know if you have any trouble, I recommend if you havent already to unplug and plug in the camera and make sure its the only one plugged in if you have others unplug them for now. \nCustomer: I have unplugged all the others and tried connecting it to my network.\nCustomer: It did not work\nHuman Agent: okay, when you did that on the page did it just stay there asking for the wifi name and password or did it move forward at all?\nCustomer: I also tried setting up a network just for the cameras and that did not work either\nHuman Agent: Yeah that wont work, you have to connect to the ZMD_SAP network for the setup. \nCustomer: It won't show a network in the auto search list, and if I manually enter the SSID and password it will not advance. This is while I am connected to the \"ZMD_SAP\"\nHuman Agent: do you have an android or an apple phone?\nCustomer: Android\nCustomer: I've tried it on 3 different android phones\nHuman Agent: Okay, it may be that your phones location is not on, can you check and make sure that is on for me and let me know if it is or is not\nCustomer: location is on\nHuman Agent: Okay, can you go to the apps permissions and take a screenshot where it shows all the permissions allowed and not allowed for me and send that.\nHuman Agent: its possible the location permission there is not allowed or another permission is not allowed which is making the setup not go through. \nCustomer: D/static_file/a25c7bc94f_1_20241230161731.png\nHuman Agent: You will want to change that to allow only while using the app\nCustomer: Done\nHuman Agent: Okay, are there any other permissions not allowed?\nCustomer: contacts, mic, phone, photos/videos\nHuman Agent: you will also want to allow Phone for the setup\nHuman Agent: Then after that permission is changed then try the setup again\nCustomer: D/static_file/0d5198aee2_1_20241230162013.png\nHuman Agent: you will also want to allow Phone for the setup, Then after that permission is changed then try the setup again\n\nCustomer: Trying it\nHuman Agent: Okay\nCustomer: Still just get the loading wheel then it it goes back to the blue check mark but nothing else\nHuman Agent: Okay, try forgetting the ZMD_SAP network and your home network then reconnect back to the ZMD_SAP network again and try the setup again. \nCustomer: D/static_file/ccd3e3b5f8_1_20241230162607.png\nCustomer: D/static_file/079aa7a67a_1_20241230162618.png\nHuman Agent: Did you try forgetting the ZMD_SAP network and your home network then reconnect back to the ZMD_SAP network again?\nCustomer: I did, it does the same thing.\nHuman Agent: If you did perhaps try restarting the phone then try the setup again. \nCustomer: Restarting now\nHuman Agent: only other thing I can think of is that the phone doesn't want to go through the setup with this network, we can try one of the other mobile devices for the setup if that's the case\nCustomer: Would a VPN make a difference?\nHuman Agent: VPN can definately be an issue at times.\nCustomer: I'll turn that off\nHuman Agent: Okay, give the setup a try once your ready.\nCustomer: Well that worked\nHuman Agent: Fantastic! \nCustomer: Do I go through the same process for the other cameras?\nHuman Agent: Yes that is correct.\nHuman Agent: If you have any trouble just let me know\nCustomer: I'll try the next one now.\nHuman Agent: Okay\nCustomer: Firmware update\nCustomer: I would also like to order more of these but it will not let me add them to my cart?\nCustomer: https://www.zmodo.com/1080p-outdoor-wifi-camera-refurbished\nHuman Agent: It looks like for those we are sold out, try ordering another model instead. \nCustomer: The other camera connected\nHuman Agent: Great! thats good\nHuman Agent: is there anything else I can assist you with today? \nCustomer: I would like to purchase more outdoor cameras\nHuman Agent: Okay, you can order our products from our store or on amazon. \nCustomer: I tried on your store but it won't let me add any to the cart\nHuman Agent: If you have toruble with checking out for any cameras it means its out of stock and you would have to either wait to order or order another camera. \nCustomer: Oh, gotcha\nCustomer: Ok, I'll check them all\nCustomer: Thank you so much for your help, it was fantastic!\nHuman Agent: Thank you as well, have a beautiful day."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: It didn’t connect.\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Smartlink is only used with some of our oldest devices. What is the ID of the device you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: ZMD0132000348\nHuman Agent: Is that possibly ZMD00IK32000348? The ID you mentioned doesn't have enough characters, but I see this ID as one that was previously on your account. \nCustomer: ZMD00IK32000348\nCustomer: That is correct.\nHuman Agent: That one would actually use Smartlink as you were looking into. Was that not working for you? If not, there are some possible changes that may need to be made to your network. \nHuman Agent: That one would actually use Smartlink as you were looking into. Was that not working for you? If not, there are some possible changes that may need to be made to your network. \n\nResending this in case it was missed since our last two messages came through at the same time. \nCustomer: It’s flashing blue only.  No further action can be done\n\nHuman Agent: So you're meaning you went through the smartlink setup, but that was all that occurred?\n\nCustomer: Yes.\nHuman Agent: Okay, some possible changes you could make to your network to be able to get through setup that are sometimes required by cameras that use the smartlink setup:\n2.4Ghz and 5Ghz networks are separated. \nNo spaces or special characters in the network name or password. \nWMM may need to be turned off on the router. \nCustomer: Everything is correct, no WMM on this new router.\nHuman Agent: You mean you have already turned WMM off? It would be on for the router by default. \nCustomer: I don’t see this in my AT&T router?\nHuman Agent: If you do not see it, you could potentially check with your internet provider on how to disable it. \nCustomer: I had this problem before, one of your agent sent me through an ip address and I had to input the ID.\nHuman Agent: Do you possibly mean an IP address where you entered the network name and password of your network? If so, that is an alternate way of completing the Zink setup which is not compatible with this camera, but is compatible with the two cameras currently on your account. \nCustomer: Are these older white cameras can be set up on legacy and smartlink\nHuman Agent: The type of camera you sent me the ID of can only be set up using the Smartlink setup. \nCustomer: Is set up on \nLegacy and smart link.\nHuman Agent: Legacy is the category that Smartlink is listed under if that is what you mean, but is not a set up itself. Smartlink is the only set up method for this camera on it's current firmware. \nCustomer: Since you see it was previously set up on your end, can you for it on your end?\nHuman Agent: Are you asking if I can set it up for you? No, the issue is that it is not connected to your network so there is no way for me to communicate with it and you would need to both provide the correct network information via smartlink and have your network meet the conditions of smartlink for it to be able to connect. \nCustomer: I meant force it on your end.\nHuman Agent: No."]
["Customer: Agent\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. How may I assist you today?\n\nCustomer: I was just disconnected \nCustomer: My light only blinks twice and goes away\nHuman Agent: Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD13FVDA211533\nCustomer: Is that all? \nCustomer: Hello? \nCustomer: Are you kidding? \nHuman Agent: Is the light currently off? \nCustomer: Yes it's off. No lights at all\nHuman Agent: If you don't see a light on the camera it could indicate a power issue, to test if the camera has power can you cover the front of the camera to trigger the red night vision lights. Let me know if those come on. \n\nCustomer: Yes the night vision comes on \nCustomer: These cameras have been connected before and since, the wifi has changed and the cameras have been removed from the app\nCustomer: No power issues at all\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code.\n\nCustomer: Tried, does not work\nCustomer: That's never worked well for zmodo. The qr code\nCustomer: The light does not blink but only twice\nCustomer: Green\nHuman Agent: Yes its possible the light is out on the camera. \nHuman Agent: If the red lights are coming on we know atleast it has power. \nHuman Agent: The QR code is the only set up the camera supports. \nCustomer: No it stays green for 5 seconds and then blinks twice then goes away\nHuman Agent: Yes I understand if it goes away but the red light still come on atleast it has power. \nCustomer: I tried zink but that doesn't work\nHuman Agent: Correct as I mentioned the QR code method is the only set up that camera supports. \nCustomer: So what are other ways to get the qr to work? \nHuman Agent: Can you send me a picture of the QR code you are using?"]
["Customer: Set up\nCustomer: Thank you \nCustomer:  My cameras will not reconnect to my new wifi\nCustomer: My cameras won’t blink green \nCustomer: I have tried all that \nCustomer: My cameras were working fine, I switched WiFi Carrie’s and now they aren’t working \nCustomer: they won’t blink green \nCustomer: Hello\nCustomer: Can you help me set up my cameras\nCustomer: The camera are solid blue but will not connect \nCustomer: I need to update the network the camera are connected to\nCustomer: The cameras are already deleted from my account t \nCustomer: How do I set my cameras back up \nCustomer: What if they are already deleted \nCustomer: Okay but how do i reconnect my cameras\nCustomer: Live agent \nCustomer: I switched WiFi providers, and my cameras will not reconnect with my new WiFi information. \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Whenever you change the Wi-Fi name, password, or router to reconnect the cameras you have to go back through the setup to reconnect them, have you tried this with any of the cameras at all?\nCustomer: I deleted the cameras from my account and they are still solid blue\nCustomer: It will not let me get past that\nCustomer: I have powered the off to let them reset and still getting nothing \nHuman Agent: Okay, If they are a solid blue that means they are still connecting to something pushing out the old wifi information. Do you have a wifi extender or perhaps an old router plugged in still?\nCustomer: No! I have everything u plugged \nHuman Agent: Lets try a test to make sure you did not set them up to the new Wi-Fi info, can you unplug the router where the new Wi-Fi information is emitting from then check the cameras and tell me if they are still a solid blue? if they are unplug and plug in one camera then see if it still goes to a solid blue as well. \nCustomer: All of my WiFi routers are unplugged \nCustomer: I’m blinking green now \nHuman Agent: Okay, do you only have one router or do you use extenders at all?\nCustomer: Just one router \nCustomer: But now they are solid blue \nCustomer: I just got one to connect \nHuman Agent: Is the router still unplugged or did you plug it back in?\nHuman Agent: Great, see if the other cameras will also connect now \nCustomer: I’m trying the others now \nHuman Agent: Okay\nCustomer: I have two connected \nCustomer: I have 2 more to do \nHuman Agent: Great! Let me know if you have trouble at all\nCustomer: I’m working on the let one \nCustomer: Just a moment \nHuman Agent: Okay\nCustomer: Fixing to try \nHuman Agent: Okay\nCustomer: I can’t get the last one to connect \nHuman Agent: What are the lights on it doing?\nCustomer: Blinking green \nHuman Agent: OKay, try unplugging it and plugging it in then try the setup again, let me know if it only flashes green when you do the setup or if it tried to flash blue at all. \nHuman Agent: We will be closing at 6PM central time which is in 10 minutes. I can continue to assist you until 6 PM CT Via chat, I can send you the call scheduler or I can also follow up via email if you prefer, what would you like to do?\nCustomer: Its blinking blue now \nCustomer: Now blinking green \nHuman Agent: okay, have you tried the setup again with it again after the reboot yet?\nCustomer: Yes \nHuman Agent: Also do you prefer email or phone support for a follow-up?\nHuman Agent: Okay, the router may need another Reboot for this last camera to connect, one more time try unplugging and plugging it in then go through the setup once its back up and working. \nCustomer: Phone please\nHuman Agent: Okay, I sent you the call scheduler, if you have submitting it let me know. \nCustomer: I scheduled a call back \nCustomer: It want connect \nHuman Agent: Okay, we can keep troubleshooting until close.\nHuman Agent: Did you try rebooting the router again then go back through the setup once more?\nCustomer: Yea\nHuman Agent: Okay, Did you go through the QR code setup or the Zink setup?\nCustomer: I got it \nHuman Agent: Fantastic!  That's great!\nHuman Agent: It is now the end of the night, Should you need further assistance feel free to contact us again via chat, we will have live agents in the office at 9AM central time tomorrow should you need us. \nHuman Agent: Have a good night"]
["Customer: Set up\nCustomer: Why does the camera not connecting to my phone \n\nHuman Agent: Hi my name is Wendy\nCustomer: I did all of those\n\nHuman Agent: The camera you are wanting to setup, is it new? or has it been setup before?\nCustomer: Yes new\n\nHuman Agent: what is the model of camera? The model will be listed on a sticker on the camera\nCustomer: Zmodo\nHuman Agent: Zmodo is the brand.  The model will be listed on a sticker on the camera.\nCustomer: ZP-IBH27-W\nHuman Agent: This type of camera can use Zink or QR code setup.  is the indicator light on the camera blinking green right now?\nCustomer: Yes its blinking green\nHuman Agent: QR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*"]
["Customer: Need help setting up cameras\nCustomer: I'm trying to scan the QR code to activate the wireless cameras but it's not flashing blue\nCustomer: What is the phone number to contact someone\nCustomer: Agent\nCustomer: Is someone there?\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nHuman Agent: If you prefer a phone call please tap the schedule call option. \nCustomer: ZDM19A41H505300\nCustomer: But I have four of them total\nCustomer: This is for one of them\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: It's blinking green when I scan the QR code it doesn't do anything I tried for 10 minutes multiple times\nHuman Agent: Can you unplug the camera, wait 30 seconds then plug it back in. Once the camera is flashing green lets try the QR code set up again. Start with your phone directly in front of the camera, slowly pull back the phone from the camera lens until it is 8 inches away, and hold it there for about 40 seconds as still as possible. Please let me know if the light changes to flashing blue? If the camera still doesn't connect please take a screenshot of the QR code and send it in the chat. \n\nCustomer: Okay I'm going to try it now\nHuman Agent: Ok\nCustomer: Okay it actually activated all of them now the cameras are just upside down for some reason and they are not upside down on the walls \n\n\nHuman Agent: To change the orientation of your camera, please follow these steps:\n\nGo to the camera's Live View.\nTap the gear icon.\nToggle the \"\"Flip Image\"\" option to turn it on or off.\nCustomer: Okay I found it thank you everything set I appreciate your time and help\nHuman Agent: You're welcome, is there anything else we can help with today?"]
["Customer: Set up\nCustomer: camera not connecting even though it is a blue signal. Says to turn the Wi-Fi on my phone. My phone Wi-Fi is on.\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\n\nCustomer: hi Wendy the only number on the back sticker says model ZH – IXY 2 j\nHuman Agent: There should be another set of numbers and letters starting with ZMD.  The ZMD ID may be on the bracket or side/top of the camera\nCustomer: OK I guess I just didn't see the sticker you're talking about ZMD19H318D36485\nHuman Agent: ZMD19H3I8D36485 thanks. The indicator light is solid blue? or what color is the indicator light? and is the light blinking or solid?\nCustomer: also Camera ZMD19H318D37321\nCustomer: I am going to go plug both of them back in after I restart my router so give me a minute or two thanks\nHuman Agent: Okay sure."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: How do I put new WiFi password in\nCustomer: How to put WiFi password f out camera \nHuman Agent: Hello, my name is Grant. The camera on your account will use the QR Code setup to connect to your Wi-Fi network. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?"]
["Customer: I can't connect zmd to my wifi\nCustomer: I will see if I can do that\nCustomer: It won't let me see anything on my cameras\nCustomer: So I have to reconnect all the cameras again \nCustomer: Ok\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. \n\n\nHuman Agent: It looks like the only cameras able to use Zink on your account are front and shed. The others have updated to use QR and those first two I mentioned may also use QR setup. \nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: I have the old Zmodo app that I use with another house. I just purchased 4 indoor outdoor cameras and am trying to install for a second home. Do I have to use this new app smartz ? \nCustomer: This seems pre generated answer. Will my old Zmodo app work? \nCustomer: Is there a fee? \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Mira is a chat AI bot so she didnt understand your question. \nCustomer: Okay \nCustomer: Is there a different answer to my question? \nHuman Agent: You can use the same account login on both SmartZ and on the Zmodo app. You dont have to make multiple accounts. \nCustomer: Okay, I’ve tried 5 times to get my new cameras connected. Sound I be clicking on legacy? \nCustomer: Also, you’re saying I can use the Zmodo app to install? \nHuman Agent: I would have to look up the cameras themselves to see what setup they use, you are able to do the setup on Zmodo or Smartz. Can you send me the cameras Model and ID numbers, the ID wills tart with ZMD, 14, 15 and it will not be the FCCID at all. \nCustomer: D/static_file/bfcd48dfab_1_20250204142034.jpg\nCustomer: Do you need all 4? \nCustomer: D/static_file/64e938e0d5_1_20250204142156.jpg\nCustomer: D/static_file/21092e6857_1_20250204142223.jpg\nHuman Agent: Yes, I would need all the cameras info to check each one. \nCustomer: D/static_file/3e05180276_1_20250204142247.jpg\nCustomer: Okay, that’s all if them\nHuman Agent: Perfect, let me look up each of these cameras, one moment.\nCustomer: 👍\nHuman Agent: It looks like for those 4 cameras they can use the QR setup or the Zink setup. Have you only tried to go through the QR setup with all 4 cameras or have you also tried the Zink setup at all?\nCustomer: I have only tried sink as there’s no QR code on the cameras\nHuman Agent: Okay, I would like for you to try  the QR setup. You would generate the QR code from the setup itself. One moment and I will send you the directions for that setup. \nHuman Agent: 1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nHuman Agent: Here are the directions, I would recommend for this setup, have all the cameras plugged in, when one camera connects it is more likely to bring the others online as well if they are plugged in and also in the setup mode. (flashing green or blue)\nCustomer: Okay, I’ll try that. Thanks \nHuman Agent: Let me know if you have any trouble with the steps or with the app itself, these instructions are specifically formatted for the Zmodo app, but you can do them in Smartz app as well."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Zmd_SAP not showing up \nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you send me the cameras Model and ID number, the ID will start with ZMD,\nHuman Agent: Did you see my message above?\nCustomer: zmodo\nModel: ZH-IXY1D\nECC ID: ZK8-BFS23NN\nCustomer: That’s the only info I see\nHuman Agent: There should be another sticker on the Bracker that has the ZMD number I need.\nHuman Agent: Bracket*\nCustomer: ZMD 13DSE2202452\nCustomer: Yes sir\nHuman Agent: Looks like for this caemra model, , since you are not seeing the ZMD_SAP network that narrows it down the setups and that means it uses the QR setup not the Zink\nHuman Agent: You will have to go through that setup to get the camera to come online.\nCustomer: I’ve never used the qr once in the few years I’ve had this camera\nCustomer: I have only used zink \nHuman Agent: This camera has been updated for the firmware, that means it does not use Zink anymore it uses the QR code for this model of camera\nCustomer: Ok. Thank you\nHuman Agent: Cameras setup can change with updates. There's not a way to change it back you will have to go through the QR code setup for this camera to get it online from this point forward. \nHuman Agent: If you have any trouble with the setup just let me know"]
["Customer: Troubleshooting\nCustomer: ive tried to connect my camera multiple ways and its not working\nCustomer: once i add the device and put all the info it says it will take a few moments and after a few minutes it times out. the camera is plugged in wifi is correct and the green light is blinking\nCustomer: i tried all these steps\nHuman Agent: Hello, you've reached customer care, my name is Kylie. are these new cameras you are trying to setup or ones that were online in the past?\nCustomer: no\nCustomer: i had an old one up that wasnt connecting anymore so im switched it with the new one and im trying to set it up\nCustomer: its not allowing me to set it up no matter which way i try to set it up\nCustomer: ???\nHuman Agent: When you look at the lights on the camera what color is the lights and are the light it solid or flashing?"]
["Customer: Troubleshooting\nCustomer: My front camera isn’t working. It is flashing blue and then green\nCustomer: If I delete the camera and reset it up will I lose the cloud plan that I have \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You do not need to delete the camera to set it back up.  Please restart it and then follow these instructions. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Ok I will try this \nHuman Agent: Okay, let me know if you have any trouble."]
["Customer: Hello\nCustomer: Im trying to reconnect my camera but the app soy that there is a new versión. I tried to update it an hour ago and till now is on it. Is it normal?\nCustomer: Another question, I have 2 cámeras. When I tried to update the Front *frente* it fail\nCustomer: Can I use the camera without updating the firmware?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Your camera is offline. It would not be possible to successfully update it until it is online. In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\nHuman Agent: I apologize, it looks like your cameras use different set up methods. That one in the last message is for atras. adelante would use the following set up. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: agent\nCustomer: need a phone call please\nCustomer: i can see my cameras on the computer that is hooked up to the zmodo but i can not see anything on my phone .. \\\nCustomer: I also can not get any new cameras to read the qr code\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: we can first try with the chat\nCustomer: what should i try first\nHuman Agent: Okay, First, on my end it looks like this device is offline, which means it is not getting any internet.  Are all of your cameras wired or are any of them wireless?\nCustomer: the cameras are wired\nHuman Agent: Okay, do they plug directly into the back of this NVR or do they plug into another smaller box called a repeater at all?\nCustomer: looking now\nHuman Agent: Okay\nCustomer: i just reset the system\nHuman Agent: Okay, the NVR is back showing online. Can you check it in the app and let me know if you are able to see it live now?\nCustomer: it is half working now\nHuman Agent: if any cameras do not show, you may have to unplug and plug in the cameras again.\nCustomer: i cant get the new camera to read the qr code\nHuman Agent: If the camera is wired then it will not use a qr code, Is it plugged into the NVR or is it plugged into a wall outlet?\nCustomer: the new cameras i have are not wired to the device , \nCustomer: the light turns from green to blue but never goes to the next step\nHuman Agent: Were there lights responding this way before you did the reset on the NVR or were you able to see them live?\nCustomer: yes\nCustomer: i can not see the new cameras at all\nHuman Agent: The reason I asked earlier in the chat if you had wired or wireless devices was mainly to know what we are working with but also to know if I needed to warn you. Whenever you reset an NVR, if its connected to the router it will also reset any online wireless cameras as well, it does not do this with wired cameras. You will need to reboot the cameras then go back through the setup with them to reconnect them once again. \nCustomer: they will not rear the qr codes .\nCustomer: that is my issue\nHuman Agent: are you able to send me the Model and ID number of the new cameras? I can look them up to see if they are compatible with your NVR or not, not all of our cameras work with NVRs so I can check on that while you work on the setup. \nHuman Agent: you can take a picture of the sticker on each new camera  and send it into the chat if you would like. \nCustomer: zp-1bh23-w\nHuman Agent: For this model camera it may use the setup called Zink instead of the QR code setup. Have you tried to go through that setup with these camera's at all?\nCustomer: its telling me to look for a wi-fi network that i do not see\nCustomer: i think i need someone to call me or i can call them\nHuman Agent: What is the name of the wifi network?\nCustomer: mine or the one they want me to look for\nCustomer: zmd_sap\nHuman Agent: Okay, if you would rather do support over the phone I will send you the call scheduler so you can get phone support. \nHuman Agent: I sent it in the chat now"]
["Customer: How can I connect my cameras to my new internet account \nCustomer: How can I do that\nHuman Agent: Hi my name is Wendy.  Are you wanting to setup camera named hallway?\nCustomer: Yes\nHuman Agent: is the indicator light blinking green right now?\nCustomer: I change my internet and I'm trying to reconnect my cameras with my new internet \nCustomer: Yes\nHuman Agent: If the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: But my wifi is 5g do\nHuman Agent: you would need to connect to 2.4GHz wifi for setup\nHuman Agent: if you don't have a 2.4GHz wifi channel setup yet on your router you can contact your internet service provider or router manufacturer for help getting that setup"]
["Customer: Set up\nCustomer: Have new WiFi delete my camera and need to reconnect to my new WiFi \nCustomer: Already deleted \nCustomer: How to I add back my deleted camera's \nHuman Agent: Hello, my name is kylie, were the cameras previously on this same account you are trying to add them back to?"]
["Customer: Camera won’t update \nCustomer: -1\nCustomer: Camera won’t update \nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Connect with agent\nHuman Agent: The cameras on your account are offline and they will use the QR Code setup to connect to your Wi-Fi network.\nHuman Agent: Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: They are already installed \nCustomer: The front one just won’t update \nCustomer: So I have to reinstall ?\nHuman Agent: The cameras are offline, which means they are not getting internet access. The camera needs to be online in order to update."]
["Customer: How to connect my cameras to my new WiFi\nCustomer: How to carry out the process of the cameras as if it were. New\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: I just bought a new camera having trouble setting it up they said that it has another account\nCustomer: Ok\nCustomer: I thought you were customer support\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD-BC-H1001\nHuman Agent: That is not the Device ID for any of our cameras. Is there any other information on the camera?\nCustomer: Yes \nHuman Agent: Okay, what information is there on the camera?\nCustomer: The model number is ZH - IXA2F-W\nCustomer: I purchased It The Other day on Amazon brand new\nHuman Agent: Okay, so what you first gave me was the SKU, not the Device ID. Is there any other information on the camera?\nCustomer: ZMD19H8IK500304\nHuman Agent: Thank you. It looks like that camera has not been setup before. What light do you see on the camera?\nCustomer: Green flashing \nHuman Agent: Is there a solid blue light behind the flashing green light?\nCustomer: No\nCustomer: D/static_file/87f0a6f65a_1_20250206164332.jpg\nCustomer: I try setting it up because I set up these counters before and this is what I got\nCustomer: Spell chat cameras\nHuman Agent: Yes, so it is likely connected to your Wi-Fi network, but not getting internet access. That is why I asked about a blue light on the camera. Like if it is alternating blue and green.\nHuman Agent: Can you turn the camera off and then turn it back on and tell me what light you see on the camera when you power it back on?\nCustomer: I did but it wouldn't turn back on I think I need to charge it longer\nCustomer: I'll get back to you I have to go out thank you for your help\nHuman Agent: You're welcome. Please do not hesitate to contact us again if you need further assistance after restarting the camera."]
["Customer: Set up\nCustomer: I can't figure out what set up method to use with my older Z-Modo wi-fi cameras. I have lost the manuals that came with them\nCustomer: Which of the set up process do I use with model ZP-IBH15-w?\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: ZMD15F3DA210385\nCustomer: It alternates between blinking blue for about 1 minute, then blinking green for about 15 seconds. Then repeats.\nCustomer: OH, I think I know the problem. The SSID on Z-INK setup says \"Unknown SSID\". I was trying to force it to recognize my home Wi-Fi network but for these devices, I should be looking for the Zmodo temp network \"ZMD_SAP\"\nCustomer: Or maybe not. I still cannot find this specific camera's manual or setup method via the Zmodo website.\nHuman Agent: That is caused by the Location setting or Location permission being turned being off for the app. Can you check both of these to make sure they are on. \nHuman Agent: The set up for the camera is the QR code set up. \nCustomer: Okay, I've allowed the app Location permissions\nCustomer: Will you stay with me for a few minutes while I try the QR code method?\nHuman Agent: Does it still show unknown SSID? \nHuman Agent: Yes\nCustomer: The device is outside and I am inside, so the QR code method will take me temporarily away from my computer.\nHuman Agent: Okay \nCustomer: Got it working! Thanks. Why is location permission required to do set up?\nHuman Agent: It is what it uses to confirm the wifi network, other wise the app cannot confirm what network is being used. \nCustomer: I have two of these. They have both been unplugged for about two weeks because I was unsuccessful at reconnecting them after changing SSID and mesh networking equipment. \nCustomer: Their CMOS should be completely clear now. But the second one is not showing any blinking LEDs like the first did. Is it dead?\nHuman Agent: No just do the QR code set up with that camera as well.\nCustomer: Even with no blinking LEDs?\nHuman Agent: If you don't see a light on the camera it could indicate a power issue, to test if the camera has power can you cover the front of the camera to trigger the red night vision lights. Let me know if those come on. \n\nCustomer: hello\nCustomer: It doesn't seem as though I can power on the unit at all\nHuman Agent: Did you already try it on a different power supply? \nCustomer: The power outlets are testing good (no ground faults or anything), so the conclusion is that the cam itself is probably dead.\nCustomer: the power supplies look hard-wired into the back of the camera\nHuman Agent: The power supply can be unplugged"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, my name is kylie, are you trying to set up a new camera or reconnect a camera?"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Does not show zmd\nCustomer: Trying to connect a camera it is not showing \nCustomer: Still having issues\n\nCustomer: Still having issues\n\nCustomer: Camera is not connecting \nCustomer: Still experiencing issues \nCustomer: Support agent\nCustomer: OK\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera you are trying to setup or one that was used in the past? can you send me the cameras Model and ID number as well I will lookup info on it. the ID will start with ZMD or GSG on the sticker\nCustomer: Use in the past\nCustomer: D/static_file/f7b99f7839_1_20250307143420.jpg\nHuman Agent: This camera would only use the QR code setup. Can you unplug and plug in the camera, then go through the QR code, at the end take a screenshot of the QR code then send that to me to review and make sure its generating properly.\nCustomer: D/static_file/d558e49e2e_1_20250307144155.png\nHuman Agent: The code visually looks fine, right now is the camera flashing green or blue at all or is it a solid green or blue at all?\nCustomer: Blue\nCustomer: Solid blue\nHuman Agent: OKay that's a great sign, it looks like this camera is now online on the account, are you able to try viewing it live for me?\nCustomer: lol is working.  Thank you\nHuman Agent: Fantastic, that's great news. Any other questions I can assist you with today before we go?\nCustomer: All set.   Thanks so much.\nHuman Agent: Thank you as well, have a great day and a good weekend. Farewell"]
["Customer: Set up\nCustomer: hello \nCustomer: agent please \nCustomer: hello \nCustomer: hello Kylie\nHuman Agent: Hello, you've reached customer care, How may I assist you today?\n\nCustomer: agent please \nHuman Agent: Yes, I am an agent, How can I assist you today?\nCustomer: i have issues about camera already connected to the network and I add camera with tap searching Lan connection, it see camera and I am input the name camera done, I got messages successfully add now you ready share with your friend, and I hit option later, and messages has gone away, but I don’t see it on camera list\nHuman Agent: Okay, I can look up the device to make sure it is not on another account, Can you give me this cameras ID number? with that I can look it up\nCustomer: id:ZK8-BFS23NM\nHuman Agent: that is not the ID number I would need, do you see another number anywhere with a ZMD? sometimes it will be on the bracket instead \nCustomer: ZMD14ECDA234611\nHuman Agent: Okay, let me look up this device. \nHuman Agent: I was not able to find a device under that ID number, are you able to double check all the characters are correct?\nCustomer: it’s correct \nCustomer: I did double checked it\nHuman Agent: Okay, this means that the device is connecting to the router, but it may not be getting internet, causing it to not pop up in the system dispite it connecting to the router, and why it is not allowing you to add the device. \nCustomer: well if it not get internet how searching Lan it see device connected \nHuman Agent: can you check and make sure the router is communicating and pushing out internet correctly? if it is then you may have to check the devices connected to the router and make sure this device is not being \"paused\" or blocked by the routers firewall preventing it from reaching the internet. \nCustomer: i did add another one successfully \nHuman Agent: that's because it is connected there to the router locally showing up locally on the LAN for you because your connected to the same rotuer when doing the LAN search. But the device is not getting internet. The router may have blocked one device without blocking the other one you set up. \nHuman Agent: Are you able to send me a picture of the Model and ID number for this camera? \nCustomer: D/static_file/ab349e0c90_1_20241107103225.jpeg\nHuman Agent: Okay, I double checked the ID and looked up info on the model but everything seems fine there. At this point we know for sure that it is connecting to the router because its showing up on the LAN, but it is not getting any internet to reach out servers and actually get internet. You can try to check the router settings to make sure there are no devices being \"paused\" or blocked by the firewall, you can also try rebooting the router to see if that helps as well, unless this camera is able to get internet though it will not let you add it to the account."]
["Customer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera with a solid blue indicator light that you are trying to set up?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Representative \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera you are trying to setup or one that was used in the past? can you send me the cameras Model and ID number as well I will lookup info on it. the ID will start with ZMD or GSG on the sticker\n\nCustomer: Used cameras.  Zp-ibh23-w.   Second one is zp- ibh23-w\nHuman Agent: I will also need the ID numebers of both cameras\nCustomer: Zk8-bfs23nm\nHuman Agent:  The ID will start with ZMD or GSG on the sticker\nCustomer: Zk8-bsf23nm\nHuman Agent: Both of those numbers are not the ID number I will need. The ID will start with ZMD or GSG on the sticker\nCustomer: Sorry gave you wrong number.  Zmd17a217207795.   Zmd17bq17205552\n\nHuman Agent: Okay, for both of those cameras they can use the QR code setup or the Zink setup. Lets have you go through the QR code setup first, go through that setup then at the end when the QR code generates take a screenshot of the QR code then send that to me in the chat here to review. \nCustomer: How do I get to QR code\nHuman Agent: You get it by going through the QR code setup, it generates at the end of the setup, then you would show that code to the camera so that the camera can scan it and try to connect to the network and come online \nHuman Agent: Im not a chat bot, im a real person. \nHuman Agent: Perhaps you did not see my message above, I said \"You get it by going through the QR code setup, it generates at the end of the setup, then you would show that code to the camera so that the camera can scan it and try to connect to the network and come online \"\nCustomer: We’re is the QR code?\nCustomer: This is driving me nuts\nHuman Agent: As I said, you generate the QR code in the QR code setup, you get the code from the setup itself.\nHuman Agent: Since you are having trouble understanding, try following these steps for the setup. \nHuman Agent: QR Code Set Up steps for the Zmodo app\n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nHuman Agent: I sent the setup steps now, let me know if you have any trouble or if you have any questions. \nHuman Agent: Yes you are trying to do the QR code setup right now, jsut follow the steps I sent above for the setup."]
["Customer: Me cameras don’t work anymore \nHuman Agent: Hello, my name is Grant. To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: How do I connect my internet to the cameras \n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: How do I turn on my new camera?\nCustomer: The camera won’t recognize the QR code on the phone\nCustomer: -1\nCustomer: I need help. Your camera is not reading the code.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. would you be able to send me a screenshot of the QR code for me to review? Also if you are able to I would also like to double check the cameras setup and look it up, can you send me the cameras ID number and the model? this will be on the cameras sticker, the ID numebr will start with ZMD or GSG, the ID I need is not the fccid if you see that at all I wont need that number. \nCustomer: The camera will not pick up the image\nCustomer: Is there another way to do this?\nCustomer: Please call I need help 408-718-8807\nCustomer: Please call I need help\nHuman Agent: We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone\nCustomer: My username and my email address are different so if you’re gonna send me a message, send it to my email that I use now: jameschansard@gmail.com. My username is.jameschansard@yahoo.com\nHuman Agent: You would fill out the sceduler from the chat and submit it, we can not email the scheduler for you to to the callback,  if your having trouble submitting the callback make sure there is no spacing in the phone number or dashes before you submit the callback. If you still have trouble submitting the call at all you can take a screenshot and send it into the chat here for me to review. I will send you the call scheduler again now."]
["Customer: I don’t know how to set up my cameras \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: D/static_file/b01eebc515_1_20241126141156.jpg\nCustomer: The model number ?\nHuman Agent: No, but the ID, ZMD19A4IH508895, was listed in that image. It does appear this is bound to a different account though which starts with br and is at gmail.com. So while you can set it up, it would not bind to this account while it is still on that one. Is that account familiar to you?"]
["Customer: Not scanning \nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie.  It looks like your having some trouble with there setup, are you trying to set up a new camera or reconnect a device that was online/setup in the past?"]
["Customer: Troubleshooting\nCustomer: Neither the qr code or link will work. I just got a new wifi router \nCustomer: How do ibget customer support?\nCustomer: Agent\nCustomer: Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. \nCustomer: Still there?\nHuman Agent: Are you able to send me the cameras Model and ID number that you are trying to do the setup with so I can check and see what setups it can use? the ID will start with ZMD. \nCustomer: There are 6 of them. Let me see if I can see them. They worked fine before the router change\nCustomer: It wond let me see them while on the chat\nCustomer: I can see if I can get some from outside\nHuman Agent: you can leave the chat and come back to it as long as its not more then 5 minutes without a response the chat wont timeout. \nCustomer: One is ZP-IBH23-W. ZMD16LGI7534288\nCustomer: Another is the dame model.  ZMD16LGI7534140\nCustomer: ^same model. Do u need them all?\nHuman Agent: Looks like for both of those they may use Zink or QR code potentially. Are you able to go through the setup while with me? I would like to first try to go through the QR code setup first. Before you try the setup though unplug and plugin the camera then when its flashing green go through the QR setup, when you get to the end of the setup and the code generates take a screenshot and send it to me so I can review the code and make sure nothing with it would cause an issue with the setup. \nCustomer: ZMD16LGI8534320.\nCustomer: I have tried that over 6 times now...\nCustomer: The qr does not work\nHuman Agent: Okay, I would like for you to send me a screenshot of the code so I can review it to see if something with the code would be causing it not to connect for you.\nCustomer: Ok. I will try again.\nHuman Agent: Okay, once your at the QR code just send me a screenshot of it. \nCustomer: It looks like those added. I will keep trying the others. Was there something you had to do on your end?  Very strange\nHuman Agent: No, here I was just requesting the QR code so that I could take a look and see if there were any issues that may need to be resolved first. Let me know if you continue to have trouble with the others and if so, please send me a screenshot of the QR code and I can still check for anything that may be making it harder for the devices to connect. \nCustomer: Sorry yes. I have to climb for the rest\nHuman Agent: Okay\nCustomer: The others are lighting up\nHuman Agent: Okay, that sounds great. Do you still need my assistance or think you have it from here?"]
["Customer: Set up\nCustomer: How do I get my cameras back on\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of one of the cameras you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Agent\nCustomer: Agent\nCustomer: D/static_file/55f29d653e_1_20241122103047.jpg\nCustomer: I tried Lan search and nothing came up. It's solid blue so please just add the camera and call it Foster Room\nHuman Agent: Let me sync and restart the camera. You will see the light change to a solid green and then it will power back on and reconnect. When the light is solid blue, try the LAN Search. You may need to tap on Search Again a few times as it can take a couple of minutes for the app to find the camera when it reconnects.\nCustomer: It's not working \nHuman Agent: What do you see on the app when you do the LAN Search?\nCustomer: Nothing found, I did it 15 times \nHuman Agent: I meant what does it say on the app when you try the search? But alright, can you unplug the camera and leave it unplugged?\nCustomer: That's what it said on the app lol, yes I will unplug it\nCustomer: It's unplugged \nHuman Agent: The app does not say \"Nothing found\", but do not worry about that. Give me a couple of minutes to try to add the camera to your account.\nCustomer: Ok\nHuman Agent: Alright, I have added the camera to the account. You can plug the camera back in. You can rename the camera in the Device Settings in your app.\nCustomer: OK thank you \nHuman Agent: You're welcome."]
["Customer: My cameras have been off for over a year. I have Internet in my house again. How do I connect my cameras back to my new Internet\nCustomer: So I need help getting my cameras back on\nCustomer: How to do that\nCustomer: Set up\nHuman Agent: Hello, my name is Grant. To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: I would like a phone number to call someone in customer support. I’ve tried to use the automated system and it will not work for me.\n\nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. We do not have a phone number to call, but you may schedule a callback for a future date if you would like. Otherwise I'd be happy to help you right now. \nCustomer: Hi Dylan, I unplugged my cameras for a construction project for a couple months and now that I have plugged them back in the green light is showing on the camera, but I cannot get them hooked back up to my phone\nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Hello\nCustomer: Troubleshooting\nCustomer: Talk to a representative \nCustomer: Thank you\nCustomer: Hello, someone give me a camera and was already registered with that account of the person \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device to find what type of account its bound to first, can you send me all the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid.\nCustomer: Now that I want to configuration the camera it doesn't let me do it because it says that is already linked with another account \nCustomer: Just give me a minute \nHuman Agent: Okay\nCustomer: Did you receive the information \nHuman Agent: No you have not send me any of the info into the chat on my end.\nCustomer: Model: ZH-IXC1D-WAC\nHuman Agent: Okay, I also will need the cameras ID number. The ID will start with ZMD or GSG, not the fccid.\nCustomer: FCC ID: ZK8-BFS23NM\nHuman Agent: nope, not the FCCID.\nHuman Agent: Can you perhaps take a picture of the cameras sticker and send that into the chat?\nCustomer: Okay \nCustomer: Have you received the picture \nCustomer: ID: 15ZK48VM000B0CF\nHuman Agent: I do not see any photos in the chat. \nCustomer: The ID number that I just provided you works?\nHuman Agent: Yes, I will try that, One moment\nCustomer: Thank you for your patience \nHuman Agent: This camera looks like it uses the EZlink setup, do you know how to go through that setup or do you want the directions send into the chat to try that to bring the camera online?\nCustomer: Can you please send me some directions please \nHuman Agent: This camera is not tied to an account at all as well so it should allow you to add it freely.\nHuman Agent: One moment and I will send you the directions.\nCustomer: I see\nCustomer: Thank you \nHuman Agent: Ezlink setup steps\n\n1.Verify Network Compatibility:\n\nConfirm that the Wi-Fi network you intend to connect the camera/s to, operates on the 2.4GHz frequency.\n\n\n\n2.Access Smartlink Setup:\n\nLaunch the app and navigate to the home page. Tap the plus sign in the top-right corner, then select 'Legacy' and choose 'Ezlink Devices'.\n\n\n\n3.Initiate Installation:\n\nFollow the on-screen prompts.\n\n\n\n4.Enter Wi-Fi Password:\n\nThe app will prompt you to enter the Wi-Fi password. Please note that the Wi-Fi password is case-sensitive. Tap the next, then wait for the device/s to establish a connection.\n\n\n\n5.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will ask you to assign a name to the device for easy identification.\nCustomer: Thank you \nHuman Agent: Here are the steps for that setup, try it and let me know if you have any trouble with the setup and what you have trouble with. \nCustomer: Okay \nCustomer: Let me try\nHuman Agent: Okay"]
["Customer: Troubleshooting\nCustomer: I rebooted router can't get QR code to work unplugged and replugged cameras still blinking green. But have 4 other zmodo cameras that are connected to router wifi.\nCustomer: Not sure on original setup. But tried zink. And no ZMD_SAP showing up on wifi list.\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: ZMD188MIH801520\nHuman Agent: Can you unplug the camera, wait 30 seconds then plug it back in. Once the camera is flashing green lets try the QR code set up again. Start with your phone directly in front of the camera, slowly pull back the phone from the camera lens until it is 8 inches away, and hold it there for about 40 seconds as still as possible. Please let me know if the light changes to flashing blue? If the camera still doesn't connect please take a screenshot of the QR code and send it in the chat. \n\nCustomer: D/static_file/1188bfd2d7_1_20241004113218.jpg\nCustomer:  \nHuman Agent: Did it go to blue at all? \nCustomer: No just blinking green \nHuman Agent: If the camera is having difficulty scanning the QR code. Lets check the following: Maintain a distance of around 8 inches between the QR code and the camera. For larger screens or tablets, extend the distance to 10-12 inches. Avoid having the camera upside down or sideways. Make sure the red night vision lights are off. Privacy filters, cracks, or dark mode can prevent camera from seeing the QR code. Large fonts or display zoom settings can distort or crop the QR code. \n\n\nCustomer: Turn phone on super bright and 8 to 10 to 12 inches and still blinking green\nHuman Agent: Is the camera right side up with the antenna connected? \n\nHuman Agent: Is this device connected directly to the wall outlet with the provided power cable? \n\nCustomer: Yes antenna connect and using the provided power cable \nHuman Agent: Okay \nHuman Agent: Is this the only camera you have? \nCustomer: I have 2 that are doing the same thing blinking green. Have 4 others that are up and running.\nHuman Agent: What is the ID of the second camera? \nCustomer: ZMD18EHIH800380\nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\n\nCustomer: Checked wifi settings can't find ZMD_SAP\nCustomer: Tried restart on phone and turn off wifi on phone no ZMD_SAP \nHuman Agent: The ZMD_SAP is produced by the cameras. \nCustomer: Cameras not producing then\nHuman Agent: Can you take one of the cameras and plug it into the power supply oif a working camera? \nCustomer: Yea\nHuman Agent: Okay let me know if you see the ZMD_SAP network \nCustomer: No don't see the ZMD_SAP  when plugged into other cameras power cord blinks green still\nHuman Agent: Okay lets try the QR code one more time\nCustomer: Qr code didn't work blinking green \nHuman Agent: Okay, do you recall when and where the camera was purchased? \nCustomer: March 1, 2023\nCustomer: Off ebay\nHuman Agent: Okay those cameras would be out of warranty. \nCustomer: Ok is there anyone who fix them or is it better to get new ones\nHuman Agent: There isnt anyone who can fix them so they would need to be replaced with new ones. \nCustomer: Ok thanks for the help \nHuman Agent: You're welcome, is there anything else we can help with."]
["Customer: Set up\nCustomer: I need help setting up \nCustomer: Flashing green\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I have 3 cameras do you want all numbers at the same time?\nCustomer: Are you rhere\nHuman Agent: Lets start with whichever camera you want to setup first.\nCustomer: Ok\nCustomer: ZMD19H318D07535\nHuman Agent: Thank you. Can you unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: Blinking green\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nHuman Agent: When you show the QR Code to the camera, try holding the phone screen close to the Zmodo camera lens and slowly pull the phone back. Watch the light on the camera and let me know if it changes from the flashing green."]
["Customer: How to add DVRZNPL 18 to the app\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you referring to a ZP-NL18 NVR? If so, what is the ID listed on the bottom? It will likely start with 14, 15, or ZMD."]
["Customer: Troubleshooting\nCustomer: Upgraded my Wi-Fi need to change things\nCustomer: I understand all that but I have pushing every button not one gives me the opinion or anything about my wifi\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera you are trying to setup or one that was used in the past? can you send me the cameras Model and ID number as well I will lookup info on it. the ID will start with ZMD or GSG on the sticker"]
["Customer: Troubleshooting\nCustomer: Agent\n\nCustomer: Troubleshooting\nCustomer: One of my cameras went offline, I think it needs to be reset\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd19A4IH505519\nHuman Agent: Thank you. Let me take a look.\nHuman Agent: It looks like the camera is connected to your Wi-Fi network. You will want to try to add it to your account with a LAN Search in your app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Says its not supported by the app\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD24IKH9001859\nHuman Agent: Are you using the Zmodo app or the meShare app for the setup?\nCustomer: Me share\nHuman Agent: Do you still have the quick guide that came with the camera?\nCustomer: Yes\nCustomer: I was waiting for you. You asked me what app and I answered \nCustomer: Hello\nHuman Agent: And then I responded. I will send that message again as it seems like it did not go through.\nHuman Agent: Do you still have the quick guide that came with the camera?\nCustomer: No \nHuman Agent: Okay I can send you the QR code you need to start the set up. Do you have another phone to do the set up with so we can continue the chat on this device. If not do you have a computer that can display the QR code if I email it to you. If so what is the best email to send it to? \nCustomer: Yes\nCustomer: I can use my husbands phone\nHuman Agent: D/static_file/7728377254_1_20240927164808.png\nHuman Agent: Sent. Tap the \"+\" icon on the app home screen in the top right. Make sure your camera is powered on and flashing green. Tap Start Installation at the bottom of the screen. Scan the QR code included in this email when prompted by the app. Follow on-screen instructions, input your WiFi password, and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will scan the QR code on the phone screen.\nCustomer: Ok let me try"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: It’s green \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Is your camera solid green or flashing green?\nCustomer: Yes\nCustomer: All my cámaras are green \nCustomer: Flashing green \nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: I recently changed internet providers and can't connect to new internet \nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Change of wifi router. Now can't view cameras \nCustomer: Tks \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: I changed my Wi-Fi password and cameras won’t go along with that\n\nCustomer: Where do I find the initial set up process?\nHuman Agent: The setup your 3 cameras use on the account is the QR setup\nHuman Agent: Here are the directions for the setup.\n\nHuman Agent: 1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nHuman Agent: My name is kylie and I am a live agent, jsut let me know if you have any trouble with the QR setup with the cameras or have any other questions I can help with."]
["Customer: Set up\nCustomer: Is my card set up correctly\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the solid blue camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: My camera has solid blue light\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera you are trying to setup or one that was used in the past? can you send me the cameras Model and ID number as well I will look up info on it. the ID will start with ZMD or GSG on the sticker\nCustomer: Not connected\nCustomer: ZP-IBH16-W\nCustomer: ZMD12A183000860\nCustomer: ZP-IBH15-W\nHuman Agent: Can you send me a picture of the cameras sticker, I was not able to find the camera with that ID number\nCustomer: D/static_file/59a038d933_1_20250224164605.jpg\nHuman Agent: I foudn the camera, I cannot see the video fo the camera, but the camera is telling me its online and its not tied to an account, Can you go to the app, tap on the Plus then choose the option at the bottom of the screen that says tap here to add a solid blue device/camera\nHuman Agent: Then see if this cameras ID number shows there and if you can add it.\nCustomer: I already did that, found the camera, but got a message do disconnect it\nHuman Agent: OKay, reboot the camera by unplugging and plugging it in, then when its solid blue try to add the device again\nCustomer: Working\nCustomer: Tks"]
["Customer: Live agent\n\nCustomer: Agent\n\nCustomer: Need help getting my cameras back online after getting new Wi-Fi and a new router\nCustomer: Agent\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD12JS68244499 I have three others but I can’t get to the model number of them because they’re mounted up and I can’t reach them\nHuman Agent: That camera will use the Zink setup method to connect. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Sure\nCustomer: Right now it’s blinking rain\nCustomer: Now I switch to blinking blue\nCustomer: Now that it keeps going back-and-forth from blinking blue and red, blinking green\nCustomer: Sorry, not red, blinking green and blue back-and-forth\nCustomer: The last time I got a new router and the Wi-Fi I had issues getting them online to, but I believe we had to change something in the router settings to get them on but I am not real sure\nHuman Agent: Alright, and what light do you see in that camera right now?\nCustomer: Blinking green\nHuman Agent: And that is the same camera that you gave me the Device ID for that is alternating, correct?\nHuman Agent: Could you please check your phone's Wi-Fi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Yes\nCustomer: Now it’s blinking blue\nHuman Agent: Okay, that camera should not be alternating like that. Some of the other cameras may alternate like that if they use a different setup method.\nCustomer: I’m not sure it just keeps going green blinking blue, blinking back-and-forth\nHuman Agent: Alright, I am just asking to be sure, because it looks like some of the other cameras on your account use the QR Code setup, which would be acting like this. So it may be a camera with a different ID.\nHuman Agent: Could you please check your phone's Wi-Fi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Yes, I see it now\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home Wi-Fi network name (SSID) and Wi-Fi password. Afterwards, you will need to connect your phone back to your home Wi-Fi network to access the camera.\nCustomer: Ok\n\nCustomer: OK it says it’s waiting for connections. This may take a few moments and still blinking green.\nHuman Agent: Alright, has the light in the camera changed?\nCustomer: No, it hasn’t\nHuman Agent: Can you try unplugging the camera and check for the ZMD_SAP network while the camera is unplugged? I want to see if the phone may be connecting to a different camera and may be causing part of the issue.\nCustomer: Sure\nCustomer: I’m not saying that net work, the ZMD SAP net work\nCustomer: I meant not seeing\nHuman Agent: Okay, then plug the camera back in and lets try the Zink setup again. After you select your Wi-Fi network and enter the Wi-Fi password, watch the light in the camera closely and let me know if it changes at any point.\nCustomer: Ok\nCustomer: It went to blue flashing when I picked my net work now it’s back green flashing\nCustomer: In the past when I’ve set these cameras up, I’ve never use the QR code to set them up. I’ve always used ink or something else, but like I said, previous when we got new Internet, a new router from the last time like last time, we had to change some settings I believe in the router, but I’m not sure.\nHuman Agent: Okay, so it changed to flashing blue after you entered your Wi-Fi information? That means the camera got the information and tried to connect, but failed to connect. What is the name of the Wi-Fi network that you selected?\nCustomer: HiHelloThere\nCustomer: You still there\nHuman Agent: Yes, did you get my previous message? I will send it again.\nCustomer: I’m still here\nHuman Agent: You can go to your Wi-Fi settings and make sure that the network you are connected to is your 2.4 GHz network. When you are connected to your 2.4 GHz network, then you can tap on the settings button next to the network name and tap on Forget this network. That will disconnect you from the network and it will show up in the list of available networks. You can tap on the network and enter the Wi-Fi password to reconnect."]
["Customer: I can’t reconnect my camera \nCustomer: My setup light isn’t coming on \nCustomer: No light at all.\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: D/static_file/caad1a11d6_1_20250116161708.jpg\nHuman Agent: Thanks. If you cover the lens with your hand for a few seconds, does a red light come on or does it click at all?\nCustomer: Click\nCustomer: Red light and a click\nHuman Agent: Okay, so it's powering on at least. The indicator light may just be harder to see. While the red light is back off, you can follow the instructions below to connect it. \nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\n\nCustomer: It’s asking to connect to a ZMD network but it’s not picking up on my phone. I had it setup at one point, but now that network doesn’t pop up \nHuman Agent: That is not part of the setup in the instructions I sent above. You'll instead want to follow the instructions I sent previously. \nCustomer: D/static_file/3a7b600e3e_1_20250116162424.png\nCustomer: My indicator light doesn’t flash\nHuman Agent: You do see the green or blue indicator light now then? Or do you just mean that you still do not see it?\nCustomer: No light at all. When I turn the lights off to be sure, I get all red\nCustomer: D/static_file/f1152b62b9_1_20250116162734.jpg\nHuman Agent: Okay, while the red light was not on, you showed the QR code from around 6-8 inches away though, correct?\nCustomer: Yes\nHuman Agent: Okay, please go to your wifi settings on your phone, forget the network you're currently using for setup, then reconnect to it. You will have to enter the network password again. If it does not request the password, it was not properly forgotten. Please let me know if you are able to reconnect your phone to the network once you have done this. \nCustomer: Done\nHuman Agent: Okay, so you were able to reconnect after re-entering the password? If so, are you sure your current network is 2.4Ghz? \nCustomer: Yes, it’s the same network I’ve always had \nHuman Agent: Okay, and you had not changed the network at all? Did the camera randomly disconnect then?\nCustomer: I replaced it with a newer one and setting this up elsewhere \nCustomer: I deleted it all together \nHuman Agent: Did you also reset it? As otherwise it should still have the network's information and would normally reconnect when plugged back in if still in range of the router. \nCustomer: There’s no reset button, I’ve had it unplugged to try to reset it\nHuman Agent: There is a reset button in the app when the camera is online. Unplugging it does not reset it though. Are you able to check on your router whether it is possibly showing up as a connected device already? It could be connected but offline if we cannot see the indicator light. \nCustomer: I don’t know how to check the router to show if it’s connected or not but all of the indicators are on\nHuman Agent: Can you restart the router, then while it has not finished booting up, restart the camera as well and watch in the lens for any indicator lights beyond the red night vision light?\nCustomer: I can see a flashing blue light at the top\nHuman Agent: Okay, once the router is back up, let me know if that changes at all."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Talk to a person \nHuman Agent: How can I assist you?\nCustomer: My cameras aren't reconnecting to my internet. I've tried to add a new device to reconnect them that way but it's not working. \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd17g917800587 and zmd17g1i80085\nHuman Agent: Okay, which camera do you want to start with?\nCustomer: I think that supposed to be a I or a 1 I can't really tell\nCustomer: Zmd17g9i7800587\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: It's sold green \nHuman Agent: Is the light still solid green in the camera? Or has it changed?\nCustomer: Yes it's still sold green \nHuman Agent: Okay, if it does not change, then that indicates a power issue. Is the camera plugged in to an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: It's directly in the outlet \nHuman Agent: Then you will want to try using another power adapter. The camera uses a 5V1A power adapter with a micro-USB connector. You can try using another adapter from another one of the cameras, as well.\nCustomer: Ok the other camera is trying to connect \nCustomer: Ok the other camera connected itself \nHuman Agent: Alright, you can try using the power adapter from the working camera on the first camera.\nCustomer: I need both cameras to work. I took the coed from another camera  I wasn't using anymore to replace the one that still isn't working\nHuman Agent: Right now we are just trying to determine whether it is the power adapter or the camera that is not working. So you would temporarily use the adapter and cable that we know works to try to power on the camera that was not working.\nCustomer: Well I used the other one and it reconnected so I got lucky. I do appreciate your help. Now I know if the light is sold green it's a power issue. Thank you so much for your help today \nHuman Agent: You're welcome.\nCustomer: I hope you have a great rest of your day \nHuman Agent: Thank you. You have a good day, too."]
["Customer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Most of our cameras would not use the Ezlink setup anymore. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Zmd1912ha29020\n\nHuman Agent: Thanks. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: It did not work\n\nHuman Agent: Were you able to get the screenshot of the QR code I requested? Did the camera blink blue at all when you showed it the code?\nCustomer: Yes but it will not let me upload it here\nHuman Agent: What sort of issue are you having with sending here? There should be a camera icon you can select, then you may select the file to upload."]
["Customer: Set up\nCustomer: I can't get the QR code to work. I switched wifi \nCustomer: Phone number \nCustomer: Agent \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I changed wifi. I couldn't get the QR codes to work. I had deleted all my cameras in hopes to set them back up. I backed out of the set up screen, then I hear a voice talking about the cameras. On the app screen I was able to type in bedroom, basement, etc but I forgot about driveway. I have no idea how to get back to that screen   I've tried many times to scan the QR code \nCustomer: The problem is it's up on the eve of my house. I can't see the back of it but can get my phone to the front\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I can't get to it\nCustomer: Can you look at my account? \nHuman Agent: If it is not on your account, then the Device ID will not show on your account when I look up your account. How many cameras do you have total to setup?\nCustomer: 4\nCustomer: 3 of them set up fine per my previous long comment \nHuman Agent: Yes, I see three cameras, so this camera is not on your account, so I do not have the Device ID for it. Can you unplug the camera, plug it back in, and tell me what light you see in the camera?\nCustomer: It will flash blue, then no light, then flash blue\nCustomer: Can you see wat back to which cameras I had purchased? \nCustomer: Way back\nHuman Agent: So it is probably changing to a flashing green when you do not see a light. It may be harder to see the green light based on how you have it mounted. \nCustomer: Maybe\nHuman Agent: So you will want to do the QR Code setup for this camera. Show the QR Code on your phone screen to the camera when you do not see a light in the camera.\nHuman Agent: Did you unplug the camera and plug it back in?\nCustomer: I've tried all that \nHuman Agent: Lets try it again. Did you unplug the camera and plug it back in just now?\nCustomer: I will again \nCustomer: Ok. \nCustomer: Flashing green I think \nHuman Agent: Okay, then you will do the QR Code setup for the camera."]
["Customer: Troubleshooting\nCustomer: I can't find my 4th camera \nCustomer: It said it was linked to another account but I was the only account\nCustomer: My other three cameras are working\nCustomer: It's solid blue the light\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: May I Please speak with an agent\nCustomer: Thank you\nHuman Agent: How can I assist you?\nCustomer: As I am sure you were able to tell I have some issues with my cameras mainly due to changing internet providers.  They were off last night and most of the day but I have been able to get them up and going now.  Here is my question.  The cameras used to be listed individually when I would check them but now the only choice is home.  Have I got a setting changed that is not allowing each camera to show up individually?\nCustomer: This is when I check the cameras either on my phone or iPad\nHuman Agent: The device on your account named \"home\" is an NVR system that the cameras may be connecting to. If the cameras were listed individually before, then they would need to be added back to the account. \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: No.  The cameras are showing up just fine on the monitor.  There are four and each has its own square and that is ok.  But when I look at my phone I used to be able to see \"home\" and then each camera listed.  If I wanted to just check one camera I went to the particular one and could see the activitiy on just that camera.  Now they are all listed under home and not individually.\nCustomer: Under \"My Devices\" on the home screen in the app.\nHuman Agent: Yes, that is exactly what I am talking about. The cameras are not connected to your account.\nCustomer: So they are not connected but are displaying on the monitor and on my phone - just not individually?\nHuman Agent: You are seeing the cameras through the NVR, because the NVR is on your account, but the cameras are not on your account. Could I have the Device IDs from the cameras?\nCustomer: OK.  These are mounted under the eaves and it is not easy to get to them.  Is there anyplace else that I can get the ID's.\nHuman Agent: You can try to add them to your account with a LAN Search in the app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: OK.  I should do this for each one?\nHuman Agent: Yes, you would need to do that for each device.\nCustomer: ok.  Thank you.  I will go through that for each one.\nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: It can get it to scan the code\n\nCustomer: Cant \n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: It just blinks green\nHuman Agent: So when you show the QR code, it never blinks blue? Can you send a screenshot of the QR code generated from the app and make sure it's bright enough that the red night vision lights are not on while showing the code?\nCustomer: It just said timed out. Check password. \n\nHuman Agent: So when you show the QR code, it never blinks blue? Can you send a screenshot of the QR code generated from the app and make sure it's bright enough that the red night vision lights are not on while showing the code?\nCustomer: The camera button won't open on this chat\nHuman Agent: You could try closing the app and then reopen it. Otherwise you could send it via email as well to support@zmodo.com with my name, Dillon, in the subject line of the email and just let me know here once you send it. \nCustomer: I emailed you. I'll close the app\nHuman Agent: Okay, for your QR code, I see you're currently using dark mode. That tends to make it much harder for the camera to make out the code. Could you try again with the phone swapped to light mode?\nCustomer: Ok yes I will\nHuman Agent: Okay, once you try that let me know please whether the camera blinks blue at all this time. \nCustomer: Same thing. Just connection timed out\nCustomer: It won't even blink blue\nHuman Agent: Is it plugged directly into a wall outlet with no extension cables?\nCustomer: Yes just the wall\nHuman Agent: Okay, are the red night vision lights on at all on the camera?\nCustomer: No I don't think so\nHuman Agent: Okay, please restart the camera and try showing it the new QR code again to see if it will react. Please make sure you're holding it around 6-8 inches from the lens of the camera you're doing set up on so that the camera can see the code. \nCustomer: Just unplug it?\nHuman Agent: Yes, unplugging it and then plugging it back in. \nCustomer: Ok I left it unplugged for about 30 seconds\nHuman Agent: Okay, go ahead and plug it in and try the QR setup again holding the code 6-8 inches from the lens of the camera so that the camera can see the QR code on your phone screen. \nCustomer: Ok still just green then blinks green forever. Times out\nHuman Agent: What is the ID listed on the camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Ok let me look\nHuman Agent: Thank you. \n\nCustomer: ZMD19H2IHA01009\nHuman Agent: Thanks. There is a secondary set up method that may be used with this device. If you go to your phone's wifi settings while within 10 feet of the camera, do you see a network called ZMD_SAP? If not, please turn off wifi on your phone and turn it back on to scan again to check one more time. \nCustomer: Ok let me check\nHuman Agent: Okay. \nCustomer: Yes got it\nCustomer: Connected without Internet \nHuman Agent: Okay, in order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\nCustomer: Where is the zink button??\nHuman Agent: You should be able to hit the plus in the top right of the home page of the app and select Zink from there. \nCustomer: Ok I found it\nHuman Agent: Okay, \nCustomer: It won't pull up the ZAD Wi-Fi\nCustomer: ZMD\n\nHuman Agent: The ZMD_SAP network? You mentioned you could see it and had connected before, right? It's disappeared since then?\nCustomer: Yes it's still there and open\nHuman Agent: Okay, then could you elaborate on what you mean by it not pulling up?\n\nCustomer: But it won't pull anything up. Wants me to put it in manually\nHuman Agent: I'm unsure what you mean. If you're on the page in the app where it asks you to enter your wifi information, you would be entering information for your own 2.4Ghz network that you want to connect the camera to. \nCustomer: When I get to the network page. Wants me to put in my wifi manually \n\nHuman Agent: Okay, you may need to manually type it in, being careful of case sensitivity. Though it may be best to temporarily turn off your phone's mobile data during the setup as that could cause it to not show the available networks\n\nHuman Agent: I see the camera is now online, but not on your account. One moment and I'll bind it for you. \nHuman Agent: Okay, if you do not immediately see it, please pull down on the home page of the app to refresh. If you would like to rename it you can go to the live view, then hit the settings gear in the top right, then the ... in the top right, then device name. The time zone is currently set to central time like your other cameras, but you may change it from the same area if needed. Is there anything else I can assist you with for now?\nCustomer: It's still not working\nCustomer: It acted like it was going to connect to the network. And then it thought and thought and thought about it but it never did connect\nHuman Agent: The live view isn't working when you hit live on the device on your app's home page? Did you see my previous messages?\nCustomer: It isn't even coming up as a device \nHuman Agent: Did you pull down to refresh your home page as I mentioned in my previous message when I added the device onto the account?\nCustomer: Let me try\nHuman Agent: Okay. \nCustomer: Omg yes!! It's working! Thank you so much\nHuman Agent: No problem, is there anything else I can assist you with for now?\nCustomer: While I have you on here for help can I ask you a question about my plan.\nHuman Agent: Sure, what can I help you with there?\nCustomer: I really don't know what I signed up for. I need to be able to look back on videos from a week or two ago when someone stole something off our porch. I went ahead and did a year subscription. Is this the right type of subscription to be able to look back a week or two if something else is stolen in the future\nHuman Agent: Yes, the plan that you have currently will hold recorded footage for 30 days, though the recording started only once you subscribed so it would not have earlier footage. The current plan you have would record any detected motion, but does not record when no motion is detected. \nCustomer: Ok that will work! Thank you\nHuman Agent: During that 30 days you may download footage to keep it permanently as well, the 30 days is only as long as it stays on our servers to access in the app though. \nHuman Agent: No problem, anything else I can help you with?\nCustomer: You were amazing help. I appreciate it\nHuman Agent: No problem, have a good rest of your day! \nCustomer: You too"]
["Customer: My device won't work\n\n\nCustomer: Set up\nCustomer: Step 6 fails\n\nCustomer: Server timeout\n\nCustomer: Need further assistance. Maybe device not in system\n\nCustomer: Agent\n\nCustomer: Agent\nCustomer: Agent\nCustomer: Oh hi grant o\nCustomer: Or Kylie H\nCustomer: That's weirdhow are there 2 \nCustomer: 1\nCustomer: 1\nCustomer: Hello?\nHuman Agent: It is because you tapped to be assigned to an Agent more than once, so it reassigned you. \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 14vx46ex500154u\n\nCustomer: Did I lose you\nHuman Agent: It looks like that camera has not been setup before. Can you send the Model of the camera?\nCustomer: Yup..1st time using it\nCustomer: Zh-ixu1d-wac \nHuman Agent: That camera will use the Ezlink setup. You will tap on the plus sign in the top right corner and tap on Legacy. Then tap on Ezlink Devices. It will ask you to power on the device and then swipe the screen and the press Next. You will enter the password for your Wi-Fi network. Both the password and the network name cannot have spaces or special characters. Once you enter the password and tap Next, then a QR code will appear on the screen. Hold the phone screen to the camera so that the camera can read the QR code. The light on the camera should be solid blue if it connects successfully.\nCustomer: So if there's a * in the password then it can't login to the network\nHuman Agent: That may cause an issue. You can try the setup with the asterisk in the password.\nCustomer: Did. it still times out.\n\nHuman Agent: What light do you see on the camera?\nCustomer: I had to log into router change the pw and re attempt \nCustomer: Flashy blue\nCustomer: And my messages says 2 not 5 min\nHuman Agent: Okay, does the light change from flashing blue if you stop showing the QR Code to the camera?\nHuman Agent: I am not sure what you mean by 2 not 5 minutes. If you mean the automated message about closing the chat, that is sent after more than 5 minutes without a response and if there is not a response after 2 minutes from when that message is sent, then the chat will be closed.\nCustomer: Ummm I can't stand here all day showing it and the time to you. It's flashing while I'm ya not looking at it and the please try again error message is yelling at me about the timed out connection\nCustomer: You said it's been 5 min... The time between your last message and that message says 2.min. ... \nCustomer: What I'm saying is don't tell me 2 min is 5 min when I'm working with you to do the things ur asking \nHuman Agent: The message that I had previously sent was at 1:59:23 PM and the automated message was sent at 2:05:16 PM. You may have had a delay form when you received the messages.,\nHuman Agent: That message is an automated message sent by the support system. I have no control over it and did not send it.\nHuman Agent: Does the light on the camera change when you show the QR Code to the camera?\nCustomer: Well that's weird it shows differently on my end\nCustomer: Let m ssee\n\nCustomer: Nope.. just flashes\nCustomer: No change .. except for a click and a beep beep beep  while reading the image\nHuman Agent: Can you unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: I know your not sending it ... It's just still talking to me while I'm talking to yiu\nCustomer: Yup\n\nCustomer: Green\n\nCustomer: Solid green\nCustomer: Flashy blue\nCustomer: No longer green\nCustomer: Any ideas?\nHuman Agent: Alright, and it does not change from the flashing blue? Then you can try the Ezlink setup again.\nCustomer: Is it not connecting because password is too simple a password \nCustomer: So nothng has changedseems the problem is it can't connect to the server\nCustomer: Either it has the wrong server encoded in the call home or that server doesn't exist\nHuman Agent: That is not likely an issue. When you are entering the Wi-Fi password, does it show the name of your Wi-Fi network?\nCustomer: It seems to connect fine and will beep 3 times sometimes 6... Not sure why it beeps\nHuman Agent: We are trying to connect the camera to your router. It is not trying to connect to any of our servers at this point.\nCustomer: Umm lemme see\nCustomer: Yes\n\nCustomer: I get an error if the password is wrong\nCustomer: It connects but can't reach the server\nCustomer: .I get a connection time out to the server error\nHuman Agent: The app does not know the password for your Wi-Fi network. If the light is flashing blue, then it is not connected to your Wi-Fi network. Is the light on the camera still flashing blue?\nCustomer: It could be ... Idk idk maybe the server is attempting an inbound connection and ita being blocked by my provider .. can you check and see if the signal was ever received by the sever\nCustomer: So when it asks ... And I type it in ...  It doesn't know the password?\nHuman Agent: No, I cannot check that. The camera needs to connect to your router first before it can communicate with anything else on the internet. Is the light on the camera flashing blue?\nCustomer: The instructions say enable up on router.. lemme check\nHuman Agent: What light do you see on the camera?\nCustomer: Flashy blue\n\nCustomer: Upnp.  I don't see a upnp setting anywhere\nHuman Agent: You do not need to do anything with UPNP. What is the name of the network that it shows on the app when you are entering the Wi-Fi password?\nCustomer: Ring\nHuman Agent: Okay, it just says \"Ring\" nothing else? Is that your 2.4 GHz network? Or is it a 5 GHz or Guest network?\nCustomer: Nope just ring\nCustomer: 2\nCustomer: Wpa\nCustomer: Password is the Password \nHuman Agent: That camera should have a pinhole reset on the back of it. You can press and hold until the camera reboots and the light changes to a solid green.\nCustomer: Same error. Connection timeout check password try again\nCustomer: Ok I pressed and it still flashes blue no restart\nCustomer: Just holding\n\nCustomer: Still flashes. \nCustomer: K releasing\nCustomer: 2nd press and holds.... Still blue flashy\nHuman Agent: If it did not reboot, then that means that it did not reset. You can try using another phone or tablet for the setup.\nCustomer: ?\nCustomer: Aren't we more concened with it not res\netting \nCustomer: I'll get a tablet but it'll be a min to down load and install the software ,\nHuman Agent: There is not another way to reset the camera. So you can try the pinhole reset again, but if that does not work, then your next option would be trying the setup with another device. It may be an issue with the camera itself, but you can try other troubleshooting steps to try to rule out any other potential issue.\nCustomer: So that's it... Equip won't work won't reset just try another device? No compatible id or vendors or any key information that is restricting it stability to operate?\nHuman Agent: The camera is not connecting to your Wi-Fi network. The camera sets up with the Ezlink setup. There is not another way to setup the camera.\nCustomer: That's what I'm asking .  What otherknown Stes are there \nCustomer: Should I change the cast on the network to g or somethjng\nCustomer: I can make shit up all day but there should be a specs sheet that defines what it needs, correct?\nHuman Agent: I am not sure what exactly you are asking or what answer you are looking for. We went through the things that could be causing the issues. That is why I have been asking you these certain questions. There is not anything that I have been holding back or not telling you about.\nHuman Agent: Can you send a screenshot of the QR Code that you are showing to the camera?\nCustomer: Every piece of electronic hardware has a specs sheet\nCustomer: The chat won't let me select the camera to attach the screen shot\nCustomer: Can I email it\nHuman Agent: If you are unable to attach the image to the chat, then you can send it to support@zmodo.com\nCustomer: Ok look for jj1162@gmail.com\nCustomer: K sent\nHuman Agent: I would recommend trying another phone or tablet for setup. You can also check the Display settings and make sure that Dark Mode is off. Turn off Eye Comfort Shield or any other blue light filter settings. Make sure font size is set to default or smaller and that Bold Font is turned off.\nCustomer: Yes I'm here... \n\nCustomer: How is font size gonna change qr code\nHuman Agent: The app may display text and other images (including the QR Code) differently depending on the font size.\nCustomer: Is there anything real I can try ... Should I request for a replacement and mail this one back?\nHuman Agent: I have been giving you the real troubleshooting to try. We have not made or sold this model of camera for several years. If you purchased it recently, then it would have been through a third party seller. You can try contacting them, but since it is a third party seller, I cannot tell you what their response would be."]
["Customer: I got a new wifi password and have been having nonstop trouble trying to figure how to connect my cameras back up and you guys seem to be no help. Everything you say to do, I can't do on my app. I now have 4 outdoor cameras that are no use! Total waste of money!\nCustomer: I wasn't the one that set up my cameras..I just want what I paid for to actually work! I'm going on amazon and giving a completely negative review.\nCustomer: I have no lights on my cameras! I just told you I have no idea how to set my wifi and get them to actually work!\nCustomer: I don't have a connectivity issue other than I simply want to know how I can change my Wi-Fi on them to make them work again. They've been out for mths\nCustomer: Can you people NOT READ?\nCustomer: Wtf!! You people are completely WORTHLESS! IM DEFINITELY TELLING PEOPLE TO NEVER BUY YOUR PRODUCTS!\nCustomer: I've been saying stuff and now apparently you people just don't want to help the people like me that have bought your stupid cameras cause we certainly can't seem to get help from any of you! I'm absolutely done!\nCustomer: Do you do nothing but constantly repeat yourselves?\nCustomer: WELL YOU NEED TO FIND ANOTHER JOB BECAUSE YOU HAVENT HELPED ME WITH ABSOLUTELY NOTHING!\nCustomer: -1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You were speaking with our support bot previously. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: My camera says it's connected to the wifi but not the internet it's been like this for about a  week \nCustomer: I have tried all.of that and it is still.out everything else is working like my outside camera \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: I have 2 cameras from yall and one is working fine and the other one is not I have rebooted my router and I have did everything in trouble shooting \nCustomer: Give me one sec to get it\nCustomer: Zmd\nCustomer: Zmd16jm8102077\nCustomer: Yes I am\nHuman Agent: Can you send me a picture of the ID? \nCustomer: D/static_file/0ea77544cb_1_20240916103501.jpg\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: Blinking green\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code.\n\nCustomer: Ok\nCustomer: Thank you it'sworking\nHuman Agent: You're welcome, is there anything else we can help with today?"]
["Customer: Live agent\nCustomer: Hi Kylie! I need some help setting up a camera. Had issues in the past and was able to get help via this online chat. But now I’m trying to move the camera to a different house, and can’t set it up\nHuman Agent: Okay, can you send me the cameras Model and ID number? the ID wills tart with ZMD.\nCustomer: Yes! Thanks\nCustomer: Model: ZP-IBH15-W\nCustomer: ID: 12DS83001381\nHuman Agent: it looks like that camera uses the Zink setup, have you tried to go through that setup with the camera to conenct it at all?\nCustomer: I have not tried that. Don’t think I ever used zink, and since this is a new house/router tries the QR path\nHuman Agent: Okay, you would go through the Zink setup to connect this camera.\nHuman Agent: Here are the setup steps. 1.Check Network Compatibility:\n\nEnsure that the W-iFi network you want to connect the camera/s to, is operating on the 2.4GHz frequency.\n\n\n\n2.Access Zink Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the Zink option.\n\n\n\n3.Initiate Installation:\n\nEnter the number of devices you are trying to set up, tap on the check mark or next.\n\n\n\n4.Connecting to the ZMD_SAP\n\nTap on \"Tap Here to begin set up\" follow the onscreen instructions. The phone may warn you this network has no internet.\n\n\n\n5.Wi-Fi Password Entry:\n\nThe app will prompt you to select or enter your Wi-Fi name (SSID) and enter the Wi-Fi password. Remember the Wi-Fi and password are case sensitive.\n\n\n\n6.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nCustomer: I’m here\nCustomer: But the zink process isn’t working"]
["Customer: Troubleshooting\nCustomer: How to reset camera\n\nCustomer: Where is the pinhole\n\nCustomer: I need to find the pin hole to rest the camera\n\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I need to rest the camera \nCustomer: Zmd19g4ih416454\nHuman Agent: That camera is offline, so it would not be able to be reset. Are you trying to connect it to a new Wi-Fi network?\nCustomer: Yes\n\nCustomer: I already reset it in the app n delete it\n\nCustomer: I have 2 camera \nHuman Agent: Okay, then you will want to set it up with the QR Code setup method to connect it to the new Wi-Fi network. Could you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Green\nCustomer: I was using the QRcode method \nCustomer: It's blinking blue and green \nHuman Agent: If it is flashing green with a blue light behind it, then that means it is connected to a Wi-Fi network, but it is not getting internet from that Wi-Fi network. Do you still have your old router?\nCustomer: Yes \n\nCustomer: But no wifi is on it \nHuman Agent: Okay, can you unplug the old router and make sure it is disconnected from power?\nCustomer: I unplug it \nHuman Agent: Alright, with the old router unplugged what light do you see in the camera now?\nCustomer: Green\nHuman Agent: Just flashing green without the blue light?\nCustomer: Yes \nHuman Agent: Good, that means it was connected to the Wi-Fi network from the old router still, which is why it would not let you set it up on to your new Wi-Fi network.\nHuman Agent: So now you can do the QR Code setup with the new Wi-Fi information.\nCustomer: Ik \nCustomer: Ok"]
["Customer: customer support\nCustomer: Thank you\nHuman Agent: How can I assist you?\nCustomer: I just had a customer support person help me get my app working\nCustomer: Now I'm having 3 cameras that flash green then go solid green\nHuman Agent: If the camera changes back to a solid green without you unplugging the camera, then that indicates it is rebooting and there is a power issue. Does the camera alternate between a solid green and flashing green?\nHuman Agent: It just switches between those two states without you unplugging the camera?\nCustomer: Correct, not unplugging\nHuman Agent: That is a power issue. Is the camera plugged in to an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: The wall\nHuman Agent: Can you try plugging the camera in to a different outlet? If that does not work, then you can try another power adapter. With the Device ID for the camera I can tell you what power adapter it will use.\nCustomer: I'm trying a different adapter\nCustomer: Seems like it was the power adapter\nHuman Agent: Good, I am glad that the camera works with another power adapter. The camera uses a 5V1A power adapter with a micro-USB connector.\nCustomer: I'm going to try and get the other two connected \"real quick\". They have been sitting for a while so they all want updates.\nHuman Agent: The update usually takes a few minutes. Make sure you do not unplug the camera while it is updating. You can also wait to update the camera if you want to unplug it and use the same power adapter to connect the other cameras. Or you can use the power adapter from your other working camera if needed.\nCustomer: I am, I was just connecting and updating these cameras. I think I am good. I only have one left\nHuman Agent: Alright, do you have any questions?\nCustomer: Thank you, the customer service has been great! I don't think I have any other questions.\nHuman Agent: You're welcome.\nCustomer: Happy New Year, have a good day!\nHuman Agent: Thank you. You have a Happy New Year, too."]
["Customer: Set up\nCustomer: I have a new WiFi \nCustomer: How can I link the cameras to the new WiFi \nCustomer: Agent please \nCustomer: Certainly Grant\nHuman Agent: You would just want to do the initial setup with the new Wi-Fi information. The cameras on your account will use the Zink setup method.\nCustomer: How do I redo the initial set up with the app already installed \nCustomer: Do I have to erase the app \nHuman Agent: You would just do the same setup through the app. The cameras will use the Zink setup.\nHuman Agent: No, you do not need to delete the app.\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: Ok I’ll try that"]
["Customer: Set up\nCustomer: Set up\nCustomer: My camera blinks blue but won’t link to my WiFi. Help \nCustomer: Set up\nCustomer: Live agent please. \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\n\nCustomer: I’m trying to link my camera to my WiFi but it won’t recognize it.  I currently have 4 cameras linked to this and they work fine. Please help. \nHuman Agent: Okay, is this a new camera or one that was set up previously?\nCustomer: Previously set up at a different location. \nHuman Agent: Okay, can you send me the cameras Model and ID number, it will be on the cameras sticker and the ID will start with ZMD \nCustomer: Model #zp-Ibh23-w\nZmd18akih800577\nFCC Id# zk8-bfs23nm\nHuman Agent: Looks like the camera uses the QR setup and may also use the Zink setup. Have you tried the QR code setup and the Zink setup at all?\nCustomer: QR yes.  Zink no. \n\nLast week I had one of your agents help me to get it to work at a different location. He discovered that I was trying to use my e-mail to use it so he had me use my phone #. \nCustomer: Should I try the zink method?\nHuman Agent: Okay, there is a test we can try to see if the Zink setup is an option for you to try first. You would want to unplug and plug in the camera then when it flashes green get close to it and check the Wi-Fi settings to see if there is a network that says ZMD_SAP, if it is there then you can do the Zink setup. \nCustomer: Ok. I’ll try\nHuman Agent: Okay"]
["Customer: Can I talk to you on the phone\nCustomer: I need to talk to someone\nCustomer: I can not type everything I need to ask you\nCustomer: Set up\nHuman Agent: Hello, my name is Grant. If you would like to schedule a callback appointment, then you can tap on Schedule Call.\nHuman Agent: Hello, my name is Grant. If you would like to schedule a callback appointment, then you can tap on Schedule Call.\nCustomer: Well I’m off work today trying to talk with someone that might can help me\nCustomer: I used to have account \nCustomer: Is there anyone I can talk now\nCustomer: Hello\nHuman Agent: I can assist you here in the chat if you would like. If you want a call, then you can tap on Schedule Call to make a callback appointment.\nCustomer: The closest call back is tomorrow I need you now\nHuman Agent: I can assist you here in the chat. How can I assist you?\nCustomer: I’m trying to restart my camera since I have return home my internet service have change to 5G no blue light is on it showing red,,unplug it for 2 hrs plug back up still no blue lights\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 13g7dAZ219168\nHuman Agent: It looks like that camera is setup on another account. The camera is setup on a phone number account, *******822.\nCustomer: Yes that’s me\nCustomer: 334-830-1822\nHuman Agent: Then you will want to log in with that phone number. Then you would want to setup that camera with the Zink setup.\nCustomer: But my interest service is pine belt 5 G\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: I tried all that but ok I’ll try again\nHuman Agent: The 5G likely refers to the fact that your router connects to the 5G cell service to connect to the internet. That is different from the 5 GHz or 2.4 GHz Wi-Fi networks. The router will very likely still be able to make a 2.4 GHz network.\nCustomer: But it say your camera should be flashing green nothing is green I see red light\nHuman Agent: If you see the red lights around the camera lens, those are the infrared lights for night vision. The green or blue light would be behind the infrared lights in the camera.\nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Yes I just did so what you want me to do\nCustomer: Yes it did\nHuman Agent: So you do see the ZMD_SAP network?\nCustomer: Ok it check\nHuman Agent: Okay, so you are checking, do you see the ZMD_SAP network?\nCustomer: Yes\nHuman Agent: Then that means the camera is ready for setup, so you will want to do the Zink setup.\nCustomer: Ok I tried but it want connect \nHuman Agent: Well, lets go through the setup now and we can troubleshoot why it is not connecting.\nCustomer: If I get it connected what will be my password\nHuman Agent: Are you talking about when it asks for your Wi-Fi SSID and password? That is your Wi-Fi password.\nCustomer: My phone number or the password I got for my omelet 5g\nHuman Agent: The password to connect to your Wi-Fi network.\nHuman Agent: The Zink setup is to give the camera your Wi-Fi information. So you would need to enter your Wi-Fi password during the Zink setup.\nCustomer: What I’m trying to tell you that when I click on there and it using ZMD_SAP it ask me for a password so if I used my cell number it want connected or my WiFi password it still want connected \nHuman Agent: The ZMD_SAP network does not have a password.\nCustomer: Well it ask for a password\nHuman Agent: You are probably trying to connect to a different network then. Did you tap on Other and then manually type in ZMD_SAP?\nCustomer: Yes\nHuman Agent: Okay, you do not want to tap on Other. You just want to go to the list of networks and tell me if you see ZMD_SAP listed there.\nCustomer: Yes\nCustomer: It there\nHuman Agent: Okay, then if you tap on it, it will try to connect and it will not ask for a password. Do not tap on Other.\nCustomer: Ok\nCustomer: Now what\nHuman Agent: You do the Zink setup. Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: Ok thank\nCustomer: You see I need a live someone to talk too but but ok thanks\nHuman Agent: You're welcome. You can schedule a callback if you would like to talk to someone on the phone. I do want to let you know that the Live Chat support will close in 10 minutes. So I will continue working with you until we close. But if you want to schedule a callback for more assistance, then you can tap on Schedule Call."]
["Customer: Set up\nCustomer: Can't  connect  my camaras\nCustomer: I try everything \nCustomer: It doesn't  scan the QR code\nCustomer: I did\nCustomer: Can't i connect  manually?\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zk8BFS23NM\nHuman Agent: That is the FCC ID, not the Device ID. It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD12EP83215878\nCustomer: I have 7 camaras\nHuman Agent: That camera will use the Zink setup to connect. Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home Wi-Fi network name (SSID) and Wi-Fi password. Afterwards, you will need to connect your phone back to your home Wi-Fi network to access the camera."]
["Customer: How do i change wifi's?\nCustomer: Thank you. I will try this\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: Got new modem I had 5 cameras linked they won't reconnect\nCustomer: I can't connect \nCustomer: -1\nCustomer: Can someone call me\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hi my name is Wendy\nHuman Agent: are you wanting to setup camera named balcony 2?\nCustomer: I have 5 ca.erss I deleted them minutes ago I want to put them all back\nHuman Agent: Are they all the same model of camera?\nCustomer: Yes\nHuman Agent: You can use Zink or QR code setup\nHuman Agent: Do you have one of the cameras inside next to the router right now?\nCustomer: Their are no wr cowhen I press zink it doesn't work n this is the newest modem Xfinity hasdes\nCustomer: Oops has\nHuman Agent: Do you have one of the cameras inside next to your router right now?\nCustomer: No do I have 2 then I have to go outside n take it down\nHuman Agent: You can try to do setup where the cameras are mounted, Zink will be easier for trying setup away from the router\nHuman Agent: ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step."]
["Customer: Tech support\nCustomer: I’m having issue with connecting to my network with my cameras\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are these new cameras or ones that were previously set up before? \nCustomer: They have been set up before\nCustomer: I got a new router a couple weeks ago which caused the issue\nHuman Agent: Okay, can you send me the devices Model and ID numbers? with that info I will be able to look up what setup they use. The ID will start with ZMD. \nCustomer: D/static_file/31df155dfe_1_20241226140922.jpg\nCustomer: ZMD_SAP\nHuman Agent: One moment while I look up this camera.\nHuman Agent: It looks like this camera can use the Zink or QR code setup. Have you tried to do the QR setup with the camera at all?\nCustomer: No i havent\nCustomer: How do I use qr code\nHuman Agent: Okay I will send you the directions for that setup, I recommend rebooting the cameras by unplugging and plugging them in before you try this setup as it helps.\nCustomer: Ok\nHuman Agent: 1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification."]
["Customer: Set up\nCustomer: I changed my router I want to add my camera to the new router\nCustomer: I don’t have the qr code anymore \nCustomer: How I do that\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. The QR code is generated in the app during setup. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\n\nCustomer: Ok\nHuman Agent: Let me know if you have any trouble with the setup. \nCustomer: Yea\nCustomer: I having trouble with the setup\nHuman Agent: Okay, were you able to take the screenshot of the QR code I requested if it didn't work for you?\nCustomer: No \nHuman Agent: Okay, what part are you having trouble with so far then?\nCustomer: Setup to new router \nHuman Agent: Yes, you would need to follow the instructions I sent previously. Was there a particular part you were having trouble with?"]
["Customer: Hello my camera is disconnected \nCustomer: I need to conected back to a different wifi\nCustomer: I already did that\nCustomer: I need help connecting my camera\nCustomer: Nothing\nCustomer: It ilstill not allowing me\nHuman Agent: Hello, you've reached customer care, my name is Kylie. When you look at the lights on the camera what color are they and are they flashing or solid?\nCustomer: Need ab agent\nCustomer: They are flashing green and blue\nCustomer: They are flashing green and blue but I can't reconnect them\nHuman Agent: OKay,  I will need to look up the device first, can you send me the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid. \n\nCustomer: D/static_file/bd8fd7de6b_1_20250304143214.jpg\nCustomer: D/static_file/89660e3985_1_20250304143318.jpg\nHuman Agent: Its a bit too blury for me to make out the ID number properly\nCustomer: Second picture is better it is hard to get the number since it is drilled in a hard position\nCustomer: 19g4ih401115\nCustomer: I believe that is the one\nHuman Agent: Okay, I was able to disern the ID number form the two photos. This device is offline on my end so its not getting any internet. This doesnt nesisarily mean its not connecting to something though, You mentioned earlier wanting to change the wifi on this camera, is the old wifi network the camera would be connecting to coming from another router or a wifi extender still at all?\nCustomer: No\nCustomer: It is a completely different wifi\nCustomer: So I should remove the device and installed again?\nHuman Agent: Okay, and did you keep the same router as before when you got a new wifi network or did you also get a new router?\nHuman Agent: No you dont have to delete the camera to set it back up. \nCustomer: It is my grandfather and I don't think he has the router\nCustomer: I got a new router\nCustomer: So the new wifi has a new router\nCustomer: With an extendor also\nCustomer: What should I do now\nHuman Agent: Okay, can you make sure the old router is not still plugged in, then check in your phones Wi-Fi settings that you don't see the old network, if you do not see the old network at all just make sure your phone is connected to the new network then go to the app and go through the QR code setup, at the end of the setup show the code to the camera, then let me know how the lights respond or react and if it does not change after 1 minute take a screenshot of the QR code and send that to me. \nCustomer: Ok let me try that\nHuman Agent: Also if when you do check the Wi-Fi network settings you see the old network name, that would mean the old network is being emitted from either a router or an extender so you would check around to make sure that device is unplugged before trying the setup. \nHuman Agent: Just let me know if you have any questions along the way or if you see anything odd.\nCustomer: Oki doki let me try that\nHuman Agent: Okay\nCustomer: Give me a few minutes to check on all that\nHuman Agent: Just keep an eye on the chat, it does send an automated message after 5 minutes of no message, if that occurs just respond yes so it doesn't close the chat. \nCustomer: Thank you i am able to see the cameras \nCustomer: But help me with one more please\nHuman Agent: Okay, Is the other camera the same model as this one or does it have a different model?\nCustomer: No\nCustomer: It is an old one\nHuman Agent: Okay, can you send me the ID number, I can check the setup it uses with the ID number. \nCustomer: D/static_file/10f653dbb3_1_20250304144811.jpg\nCustomer: D/static_file/508289a947_1_20250304144815.jpg\nCustomer: It is blinking blue\nHuman Agent: Great, this camera also uses the QR code setup, but first I would recommend with this model to unplug and plug it in then do the setup as it responds better when rebooted for the setup.\nCustomer: Ok let me try\nHuman Agent: Okay\nCustomer: It is blinking blue but doesn't let me conect it\nCustomer: Now it's blinking green\nCustomer: And now blue\nHuman Agent: it will flash green and blue when its reading the code, try holding the code for a bit longer while tis flashing blue and green\nCustomer: Ok let me try again\nHuman Agent: If it still fails, try holding the code closer at 6 inches away for 1 minute, then if it faisl again try holding the code at 12 inches away for 1 minute, you can ignore any message that says the QR code times out. \nCustomer: Ok let me try\nHuman Agent: Okay\nCustomer: Thank you so much it worked\nHuman Agent: That's great news! good job. Any other questions I can assist you with before we go?\nCustomer: No that is all thank you so much have a great day\nHuman Agent: Thank you as well, Have a beautiful day, farewell"]
["Customer: Agent\nCustomer: I have an outdoor WiFi camera that I disconnected from my account, when I go to reconnect it. The camera is stuck solid blue. I had this issue a year ago and someone was able to reset it for me. Is this something you can help me fix? Iv tried everything from hard reset to deleting it from my router it’s not working still \nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Typically when setting a camera back up, you should not remove it from the account and would instead just go back through setup. If it's solid blue, it sounds like it's likely already online. One moment as I see if I can locate it. \nHuman Agent: What is the ID listed on the camera? I do not see any cameras that are unbound and online that used to be on your account. The ID would typically be on a sticker on the camera or it's base and would start with ZMD or GSG and have no dashes. \nCustomer: Agent"]
["Customer: Troubleshooting\nCustomer: I have a new Internet provider. How do I connect to my new Internet?\nCustomer: How do I connect my Funlux to my new Internet?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: customer support \nCustomer: customer support \nHuman Agent: How can I assist you?\nCustomer: i just changed my wifi router and now my cameras won’t work \nCustomer: representative \nHuman Agent: Alright, if you changed your router, then you will need to connect the cameras with the initial setup method to connect to your new Wi-Fi network.\nHuman Agent: To set up the cameras you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: my cameras are all outside of my house, i can’t access them \nCustomer: is there another way to reconnect them?\nHuman Agent: No, the cameras on your account use the QR Code setup method to connect to the Wi-Fi network.\nCustomer: the QR code method isn’t working\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: customer support \nCustomer: customer support \nCustomer: customer care agent \nHuman Agent: You are still connected with a Customer Care Agent. Did you receive my previous message?\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD13FMEC258232\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: it flashed red for 1 second now no light is showing\nHuman Agent: If it was the red lights around the camera lens, then that would be the infrared lights for night vision. There will be a green or blue light in the camera and it will be flashing or solid.\nCustomer: there are no lights on the camera \nHuman Agent: The light will be in the camera. You will want to look in the camera lens. It may be hard to see the light based on how you have it mounted and it can be hard to see if it is bright outside. Can you try covering the camera lens so it may be easier to see the light in the camera? Otherwise, you may want to try bringing it down to better be able to troubleshoot the camera.\nCustomer: what should i do?\nHuman Agent: Did you receive my previous message? I will send it again.\nHuman Agent: The light will be in the camera. You will want to look in the camera lens. It may be hard to see the light based on how you have it mounted and it can be hard to see if it is bright outside. Can you try covering the camera lens so it may be easier to see the light in the camera? Otherwise, you may want to try bringing it down to better be able to troubleshoot the camera.\nCustomer: i covered the camera but i still don’t see a light \nCustomer: it’s a older camera\nHuman Agent: Yes, the camera will have a light in the camera when it is powered on. Do the infrared lights come on if you cover the camera lens so that light cannot get to the camera?\nCustomer: no the red light only came on for 1 second when i turned the camera on. no other lights have come on \nHuman Agent: Then it may not be powering on correctly. Or it may just be difficult for you to see the light in the camera based on where you have it located. You may want to try bringing it down to better be able to troubleshoot the camera. Or you can try going to another camera to take a look at another device."]
["Customer: I changed my internet and can't get my devices to connect again. They are all solid blue\nCustomer: I did and they are still solid blue\nCustomer: -1\nCustomer: Representative \nCustomer: Thank you\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Solid blue indicates they are already connected to a network. What is the ID of one of the cameras? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \nCustomer: Zmd15ini4227558\nCustomer: D/static_file/30c7c888c9_1_20241015172923.jpg\nHuman Agent: This camera is currently offline. Do you still have your old router or an extender connected that the camera may be connected to?\nCustomer: I just unplugged it\nCustomer: Now its flashing green\nHuman Agent: Okay, now you can go through setup. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Should I try to reconnect with my new internet \nHuman Agent: Yes. \nCustomer: Okay thank you\nHuman Agent: No problem, let me know if you have trouble with the setup."]
["Customer: Set up\nCustomer: reconnect all my devices using the new network password.\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. All but your camera named garage in can use the QR setup while that one uses Zink setup. Though if others are set up nearby, it may get pulled online too. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: I can't reconnect one of my cameras\nCustomer: -1\nCustomer: Can need to speak to someone what is number for Customer service \nCustomer: Need phone number\nCustomer: D/static_file/ce102312b1_1_20241202093550.jpg\nCustomer: Having trouble resetting this camera \nHuman Agent: There is not a phone number that you can call in, but you can schedule a callback appointment. Tap on Schedule Call if you would like to make an appointment.\nHuman Agent: There is not a phone number that you can call in, but you can schedule a callback appointment. Tap on Schedule Call if you would like to make an appointment.\nHuman Agent: Alright, could you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Green \nCustomer: Blinking \nCustomer: Some red\nHuman Agent: Are the red lights the infrared lights for night vision around the camera lens? Or is it a single red light in the camera?\nCustomer: Infrared\nHuman Agent: Alright, and do the infrared lights turn off when you show the QR Code to the camera?\nCustomer: The camera not picking up or code\nHuman Agent: I understand. I am asking because the infrared lights can make it difficult for the camera to read the QR Code. So do the infrared lights turn off when you show the QR Code to the camera?"]
["Customer: Troubleshooting\nCustomer: Plug my modem into a router and now I'm not getting single signal to my modem\nCustomer: -1\nCustomer: Technical support phone number\nCustomer: Plugging in my router to my modem but I get no signal. I already tried to take any kind of security settings off the modem but nothing\nHuman Agent: It looks like all of your cameras are currently offline. If you want to set them back up, you may follow the instructions below. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\n\nWe are currently unavailable for live chat support, but you can reach out to us via email support@zmodo.com. Our new hours of availability are:\n\n- Monday to Friday: 9am to 12pm and 1pm to 6 pm CST\n* Excluding Holidays\n\nYou may also contact the chat outside of our hours again to speak to our AI chatbot Mira who can assist with some troubleshooting. I've also sent a callback scheduling form where you can click the button in the chat in order to schedule a callback for a future date if you'd prefer.\n\nThank you for understanding."]
["Customer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I see you are having trouble with the setup, are you trying to setup a new camera or one that was previously setup? also I will need to look up the cameras you are trying to setup, can you send me all the camera ID numbers and models. The ID number will start with ZMD or GSG."]
["Customer: I am scanning  and no luck\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: It’s closet to the router, takes the QR code and it shows the correct ssid but it won’t connect\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  It looks like your having some trouble with there setup, are you trying to set up a new camera or reconnect a device that was online/setup in the past?\nCustomer: It was given to me \nHuman Agent: We will be closing at 6PM central time which is in 10 minutes. I can follow up via email if you prefer, Send a callback scheduler so you can schedule a callback for tomorrow or we can just chat until 6PM what would you like to do?\nCustomer: Chat please. \nHuman Agent: Okay, I will chat until 6PM\nCustomer: I unplugged and plugged in the device to see if that will help\nHuman Agent: Okay, I would like to look up the device, can you send me all the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid. \nCustomer: Zmd19h3i8d10825\nHuman Agent: Looks like for that camera it can use the QR code setup and the Zink setup. Can you go through the QR code setup, then when you get to the QR code take a screenshot and send that to me here in the chat so I can review it for any abnormality's or issues.\nCustomer: D/static_file/0ed46ebd55_1_20250305175759.png\nCustomer: Continue in email?\nHuman Agent: QR code seems to be generating fine, try holding it up to the camera at 6 inches away, then at 12 inches away, for 1 minute each time. If it stops then try forgetting your wifi network in the settings area then reconnect to it then try the QR setup again. \nHuman Agent: Yes I can follow up via email.\nHuman Agent: We are currently unavailable for live chat support, but you can reach out to us via email support@zmodo.com. Our new hours of availability are:\n\nMonday to Friday: 9am to 12pm and 1pm to 6 pm CST\nExcluding Holidays\n\nYou may also contact the chat outside of our hours again to speak to our AI chatbot Mira who can assist with some troubleshooting. I've also sent a callback scheduling form where you can click the button in the chat in order to schedule a callback for a future date if you'd prefer.\n\nThank you for understanding.\nI will send you an email"]
["Customer: New wifi network \nCustomer: -1\nCustomer: I have a new Wi-Fi network. I need to transfer my cameras to the new network.\nCustomer: -1\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Live agent\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD13LUDA204429\nCustomer: ZMD14BSDA238649\nCustomer: ZMD14AFDA22524\nHuman Agent: Lets start with one camera. What camera do you want to start with?\nCustomer: First 1. plugged them all for now.\nCustomer: I have one camera that is connected to the correct Wi-Fi.  It’s called family room.\nHuman Agent: Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: ZMD19I2IHA19030\nHuman Agent: I just need the Device ID for the first camera you are trying to setup.\nCustomer: blinking green\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: trying now\nCustomer: OK, that’s done\nHuman Agent: It looks like the cameras on your account are online now.\nCustomer: let me know when the second one is ready\nHuman Agent: I'm sorry, I do not know what you mean by letting your know when it is ready. I am not doing anything on my end. You are doing the setup.\nCustomer: I sent you multiple serial number\nCustomer: are they all already?\nHuman Agent: As I said, it looks like the cameras on your account are online now.\nCustomer: Ahhh i see. \nCustomer: there is one missing\nHuman Agent: Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Blinking green\nHuman Agent: Then you will do the same QR Code setup you did for the other camera.\nCustomer: OK done thank you\nHuman Agent: You're welcome."]
["Customer: The green light is on \n\nCustomer: It just keep jumping from green ,red,blue and back to green\n\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd17a817207878\nHuman Agent: Thank you. Could you please unplug the camera and plug it back in? Once it finishes rebooting, then you can do the QR Code setup to connect it.\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Ok\nCustomer: It keeps doing the same it doesn't connect \nHuman Agent: What light do you see in the camera right now?\nCustomer: Green\nHuman Agent: Is it solid green or flashing green?\nCustomer: Solid\nHuman Agent: Alright, the light should be solid green when you first plug it in, but after several seconds it should change and it should not go back to solid green unless you unplug the camera.\nHuman Agent: Is the camera plugged in to an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: Ok just pulg it to wall\nHuman Agent: What light do you see in the camera now that it is plugged in directly to the outlet?\nCustomer: Blue and red\n\nHuman Agent: If the red lights are the infrared lights, then we are not worried about those lights.\nHuman Agent: Is the blue light solid blue or flashing blue?\nCustomer: It was flashing but now green light flashing\nHuman Agent: Okay, if the light is flashing green, then try the QR Code setup. When you get the QR Code on your phone screen, hold the phone screen close to the Zmodo camera lens and slowly pull it back. Watch the light in the camera closely and let me know if it changes from the flashing green when you show the camera the QR Code.\nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the Zmodo camera?\nCustomer: Ok just wait for me\nCustomer: Did u get it\nCustomer: D/static_file/3ad9b5dea1_1_20250211171641.jpg\nHuman Agent: You sent a picture of the camera.\nHuman Agent: Could you send a screenshot of the QR Code that you are showing to the Zmodo camera?\nCustomer: D/static_file/17393e6b69_1_20250211171816.jpg\nHuman Agent: Okay, so first, you will want to turn off Dark Mode. You may also want to try decreasing the font size to default or smaller.\nHuman Agent: When you get the QR Code on your phone screen, hold the phone screen close to the Zmodo camera lens and slowly pull it back. Watch the light in the camera closely and let me know if it changes from the flashing green when you show the camera the QR Code.\nCustomer: Red\nHuman Agent: Again, I am not talking about the infrared lights, but rather the green and the blue light in the camera.\nCustomer: Green flashing\nHuman Agent: Do the infrared lights turn off if you shine a light in to the camera lens?\nCustomer: The red light is still on with flashing green\nHuman Agent: I understand. Can you shine a light at the camera lens and tell me if the infrared lights turn off?\nCustomer: It went off\nHuman Agent: The infrared lights around the camera lens turned off?\nCustomer: Yes\nHuman Agent: Alright, that is good. Then can you make those display changes and try the QR Code setup again?\nCustomer: It's flashing green\nCustomer: No I will try again later\nHuman Agent: Alright, please do not hesitate to contact us again if you need more assistance.\nCustomer: Thank u\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: I can not get my camera back on line. It keeps saying unable to join network??\nCustomer: I’ve tried 1 and 2 still doesn’t work. \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: Checked Wi-Fi all good and I performed power cycle and still dose not work\nHuman Agent: Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd14f1gb000906\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: Blinking green\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code.\n\nCustomer: Ok I’ll try\nHuman Agent: Let me know if it works\nCustomer: No I did not work \nHuman Agent: Did the camera change to only flashing blue when you showed it the QR code? \nCustomer: No it stays on blinking green\nHuman Agent: Can you unplug the camera, wait 30 seconds then plug it back in. Once the camera is flashing green lets try the QR code set up again. Start with your phone directly in front of the camera, slowly pull back the phone from the camera lens until it is 8 inches away, and hold it there for about 40 seconds as still as possible. Please let me know if the light changes to flashing blue? If the camera still doesn't connect please take a screenshot of the QR code and send it in the chat. \n\nCustomer: Is it ok if I try in about 1/2 hour and I’ll let you know because it’s hard for me  to go up and down the stairs because I have a bad leg  \nCustomer: Can I contact you with in the hour your name Mira correct \nHuman Agent: Yes thats fine, please ask to speak with an agent."]
["Customer: Spanish\nCustomer: Set up\nHuman Agent: Hola, gracias por contactarte con el servicio de asistencia. Mi nombre es Dillon, ¿cómo puedo ayudarte?\n\nCustomer: No puedo conectar mi dispositivo \nCustomer: Cómo puedo hacerle \nHuman Agent: ¿Cuál es el ID del dispositivo? El ID debe estar en una etiqueta adhesiva en el dispositivo o en su soporte, no tendrá guiones y generalmente comenzará con ZMD o GSG.\n\nCustomer: No se donde está solo se que es un iPhone 13\nHuman Agent: \nMe refiero al ID de la cámara que estás intentando configurar. El ID debe estar en una etiqueta en el dispositivo o en su soporte, no tendrá guiones y, por lo general, comenzará con ZMD o GSG.\nCustomer: D/static_file/4fd6f8f4a5_1_20250307173403.jpg\nHuman Agent: Para configurar la cámara, primero debes asegurarte de que tu teléfono esté conectado a la red de 2,4 GHz en la que quieres configurar la cámara y que la cámara esté encendida y con la luz indicadora parpadeando. Una vez hecho esto, puedes ingresar a la aplicación y seguir las instrucciones a continuación.\n1) Pulsa el signo más en la parte superior derecha de la página de inicio y selecciona la opción de código QR\n2) Continúa hasta llegar a la página donde se solicita la contraseña. En esa página, asegúrate de que aparezca el nombre de tu red después de donde dice \"Tu(s) dispositivo(s) se conectarán a\". Si no es así, avísame.\n3) Ingresa la contraseña de tu red. Ten en cuenta que distingue entre mayúsculas y minúsculas.\n4) La siguiente página mostrará un código QR en la pantalla del teléfono que deberás mostrarle a la cámara sosteniéndolo a una distancia de 6 a 8 pulgadas de la lente de la cámara. Si lo lee, la luz indicadora de la cámara debería comenzar a parpadear en azul.\n5) Si la operación es exitosa, la luz indicadora debería eventualmente pasar a un color azul fijo y la aplicación te pedirá que le des un nombre al dispositivo si este aún no está en tu cuenta (de lo contrario, puedes salir de la configuración en este punto si ya lo tenías en tu cuenta).\nSi la cámara no pasa a un color azul fijo después de aproximadamente 30 segundos de mostrarle el código QR, toma una captura de pantalla del código QR y envíala aquí para que la revise.\nCustomer: ZMD14DKDA001623\nHuman Agent: Para configurar la cámara, primero debes asegurarte de que tu teléfono esté conectado a la red de 2,4 GHz en la que quieres configurar la cámara y que la cámara esté encendida y con la luz indicadora parpadeando. Una vez hecho esto, puedes ingresar a la aplicación y seguir las instrucciones a continuación.\n1) Pulsa el signo más en la parte superior derecha de la página de inicio y selecciona la opción de código QR\n2) Continúa hasta llegar a la página donde se solicita la contraseña. En esa página, asegúrate de que aparezca el nombre de tu red después de donde dice \"Tu(s) dispositivo(s) se conectarán a\". Si no es así, avísame.\n3) Ingresa la contraseña de tu red. Ten en cuenta que distingue entre mayúsculas y minúsculas.\n4) La siguiente página mostrará un código QR en la pantalla del teléfono que deberás mostrarle a la cámara sosteniéndolo a una distancia de 6 a 8 pulgadas de la lente de la cámara. Si lo lee, la luz indicadora de la cámara debería comenzar a parpadear en azul.\n5) Si la operación es exitosa, la luz indicadora debería eventualmente pasar a un color azul fijo y la aplicación te pedirá que le des un nombre al dispositivo si este aún no está en tu cuenta (de lo contrario, puedes salir de la configuración en este punto si ya lo tenías en tu cuenta).\nSi la cámara no pasa a un color azul fijo después de aproximadamente 30 segundos de mostrarle el código QR, toma una captura de pantalla del código QR y envíala aquí para que la revise."]
["Customer: Quiero activar mi camara\nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon. ¿Cuál es el ID de la cámara que estás intentando configurar? La identificación debe estar en una etiqueta en el dispositivo o en su soporte, no tendrá guiones y generalmente comenzará con ZMD o GSG.\nCustomer: D/static_file/4d7851c3eb_1_20241121153149.jpg\nHuman Agent: Para configurar su cámara, primero deberá asegurarse de que su teléfono esté conectado a la red de 2.4 Ghz en la que desea configurar la cámara y que la cámara esté encendida y con su luz indicadora parpadeando. Una vez hecho esto, puede ingresar a la aplicación y seguir las instrucciones a continuación.\n1) Presione el signo más en la parte superior derecha de la página de inicio y seleccione la opción Código QR\n2) Continúe hasta llegar a la página donde le solicita la contraseña. En esa página, asegúrese de que aparezca el nombre de su red después de donde dice \"Su(s) dispositivo(s) se conectarán\". Si no, por favor hágamelo saber.\n3) Ingrese la contraseña de su red. Tenga en cuenta que distingue entre mayúsculas y minúsculas.\n4) La siguiente página mostrará un código QR en la pantalla del teléfono que deberá mostrar a la cámara sosteniéndolo a entre 6 y 8 pulgadas de la lente de la cámara. Si lo lee, la luz indicadora de la cámara debería comenzar a parpadear en azul.\n5) Si tiene éxito, la luz indicadora debería volverse azul fija y la aplicación le pedirá que le dé un nombre al dispositivo si aún no está en su cuenta (de lo contrario, puede salir de la configuración en este punto si ya la tenía encendida). su cuenta).\nSi la cámara no se vuelve azul fija después de aproximadamente 30 segundos de mostrarle el código QR, tome una captura de pantalla del código QR y envíela aquí para que la verifique."]
["Human Agent: How can I assist you?\nCustomer: Ayer cambie el password \nCustomer: Y la cámara no funciona ahora\nHuman Agent: ¿Cambiaste tu contraseña de Wi-Fi?\nCustomer: Si\nCustomer: Quiero volver a conectar con la contrasen̈a nuevo \nHuman Agent: Luego solo necesitará configurar las cámaras con el método de configuración inicial para conectarse con la nueva contraseña.\nCustomer: Pero no puedo\nHuman Agent: ¿Aún tienes la guía rápida que vino con las cámaras?\nCustomer: No tiene un teléfono donde yo pueda llamar y recibos asistente por teléfono \nCustomer: No ya no tengo la guia\nHuman Agent: Bien, puedo enviarte el código QR que necesitas para iniciar la configuración. ¿Tiene otro teléfono para realizar la configuración para que podamos continuar el chat en este dispositivo? De lo contrario, ¿tiene una computadora que pueda mostrar el código QR si se lo envío por correo electrónico? Si es así, ¿cuál es el mejor correo electrónico para enviarlo?\nCustomer: Si eso estos haciendo con otro teléfono \nHuman Agent: Bien, ¿quieres que te envíe el código QR aquí en la ventana de chat en vivo?\nCustomer: Me dice que escane fuente a la cámara \nCustomer: Pero la cámara nonlo lee\nCustomer: D/static_file/71d5579c46_1_20250128161755.jpg\nCustomer: Estoy escaneando ese QR PERO LA CÁMARA NO LEE\nHuman Agent: ¿Estás escaneando eso con tu aplicación? ¿O le estás mostrando eso a tu cámara meShare?\nHuman Agent: No muestra ese código QR a la cámara meShare. Eso es lo que escaneas con la aplicación para llegar a la configuración de la cámara.\nCustomer: Primero lo escanie fuente al teléfono y después a la cámara \nHuman Agent: Escaneará el código QR con su aplicación cuando se lo solicite. Luego sigues las instrucciones en pantalla y obtendrás un Código QR diferente que mostrarás a la cámara meShare.\nCustomer: Si eso hago\nCustomer: D/static_file/8daa327c17_1_20250128162125.jpg\nCustomer: Eso estoy escanendo pero la cámara no escanea \nHuman Agent: Sí, eso es lo que le mostrarías a la cámara meShare. ¿Podrías desconectar la cámara, volver a enchufarla y decirme qué luz ves en la cámara cuando la enchufas?\nCustomer: La luz esta como si estuviera funcionando\nHuman Agent: ¿Podrías desconectar la cámara, volver a enchufarla y decirme qué luz ves en la cámara cuando la enchufas?\nCustomer: Luz Roja u una luz azul \nCustomer: Ok voy a desconectar\nHuman Agent: Gracias.\nCustomer: Ya conectes\nHuman Agent: ¿Puedes decirme qué luz ves en la cámara cuando la vuelves a enchufar?\nCustomer: D/static_file/faa0683312_1_20250128162452.jpg\nCustomer: Luz roja\nHuman Agent: No necesito una foto de la cámara. ¿Podrías desconectar la cámara, volver a enchufarla y decirme qué luz ves en la cámara cuando la enchufas?\nCustomer: Comobsi estuviera funcionando normal\nHuman Agent: ¿Son esas las luces infrarrojas alrededor de la lente de la cámara?\nCustomer: Si\nHuman Agent: ¿Se apagan las luces infrarrojas? ¿O puedes iluminar la cámara con una luz para ver si se apaga?\nCustomer: D/static_file/98a97d804e_1_20250128162648.jpg\nCustomer: Las luces no se apagan queda encendido como si estuviera funcionando normal\nHuman Agent: Las luces infrarrojas pueden dificultar que la cámara lea el código QR desde la pantalla del teléfono. ¿No se apagan si enfocas una linterna hacia la lente de la cámara?\nCustomer: Tengo que buscar una linterna\nHuman Agent: ¿Hay una configuración de linterna en tu teléfono?\nCustomer: Ok\nCustomer: Nada igual \nCustomer: No lo lee\nCustomer: Yo me acuerdo para configuration salia una luz verde\nHuman Agent: Bien, no me preocupa mostrar el código QR a la cámara en este momento. Intentábamos ver si se podía iluminar la lente de la cámara para apagar las luces infrarrojas.\nCustomer: Yo luminous la luz de mi teléfono a la cámara no se apaga\nCustomer: D/static_file/1122913981_1_20250128163835.jpg\nHuman Agent: Muy bien, si las luces IR de la cámara no se apagan, puedes intentar aumentar el brillo de la pantalla de tu teléfono. Pero es posible que no pueda leer desde el teléfono debido a las luces infrarrojas. Puede intentar imprimir el código QR en papel y mostrárselo a la cámara. Las luces infrarrojas no se reflejarán en el papel ni cegarán la cámara como lo harían con el cristal.\nHuman Agent: También puedes intentar configurar otra cámara si tienes una.\nCustomer: No tengo otra cámara solo esta\nCustomer: Pero por que no sale el color verde para configurar\nHuman Agent: Las luces verde y azul son luces diferentes. Estarán en la cámara, detrás de las luces infrarrojas.\nCustomer: No se puede configurar\nHuman Agent: Las luces infrarrojas dificultarán que la cámara lea el código QR desde la pantalla del teléfono. Si no se apagan, puede intentar imprimir el código QR y mostrárselo a la cámara.\nCustomer: D/static_file/f85990d809_1_20250128164838.jpg\nCustomer: No tengo impresora\nHuman Agent: Luego puedes intentar aumentar el brillo del teléfono. Pero no existe otro método de configuración para conectar las cámaras en su cuenta.\nCustomer: Le puse todo el brillo de mi telefono y nada\nCustomer: Me puede enviar el codigo QR  \nHuman Agent: Puedo enviarte el código QR que escaneas con la aplicación para acceder a la configuración.\nHuman Agent: D/static_file/1a588f9585_1_20250128165519.png\nCustomer: Ese para el telefono  o para la Camara \nHuman Agent: Eso es para la aplicación de tu teléfono.\nCustomer: Y para la Camara \nHuman Agent: Tú creas el Código QR que le muestras a la cámara en tu aplicación.\nCustomer: Eso le hago captura para despues printear \nHuman Agent: Puede tomar una captura de pantalla del código QR que crea con su aplicación después de ingresar su contraseña de Wi-Fi e imprimirla.\nCustomer: Ok lo intentare mad tarde que lo imprima\nHuman Agent: ¿Tiene alguna otra pregunta en este momento?\nCustomer: No \nHuman Agent: Que tenga un buen día."]
["Customer: Set up\nCustomer: Hello.. i change my Wifi provider.. how i can pair the cameras?\nCustomer: Where I can find the initial setup?\nCustomer: I have the mobile app.. where i found it?\nCustomer: 1\nHuman Agent: Hello, you've reached customer care, my name is Kylie, the setup your cameras use is the QR code setup, One moment and I will send you the directions for the setup you can follow, the QR code setup does also have directions within the setup step by step as you go through it as well. \nHuman Agent: QR Code Set Up\n\n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nHuman Agent: Here are the directions, let me know if you have any trouble"]
["Customer: Set up\nCustomer: Representative\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. For the devices on your account you would need to set them up using the QR setup. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: I did that already\nCustomer: Customer service\nCustomer: Agent \nCustomer: Agent \nHuman Agent: How can I assist you?\nCustomer: Customer service\nHuman Agent: You have been connected with a Customer Care Agent. How can I assist you?\nCustomer: No\nCustomer: Agent \nHuman Agent: You are already connected with a Customer Care Agent. My name is Grant. Can you tell me what you need assistance with? I will need more information to help you.\nCustomer: D/static_file/4606b08830_1_20250110091436.jpg\nCustomer: To connect a camera\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZmD13feDa001260\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: I sent the barcode\nHuman Agent: Yes, I received the Device ID that you sent. Did you receive my reply? I will send it again in case you did not get the message.\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: A flashing green light\nHuman Agent: Could you please check your phone's Wi-Fi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: I don’t see it\nCustomer: I see it now\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home Wi-Fi network name (SSID) and Wi-Fi password. Afterwards, you will need to connect your phone back to your home Wi-Fi network to access the camera.\nCustomer: It didn’t work\nHuman Agent: Okay, what step did you get to in the setup?\nCustomer: It said couldn’t connect to the ZMD"]
["Customer: Troubleshooting\nCustomer: We have moved to a new home & I am trying to set up my cameras. Where do I find the network settings?\nCustomer: Where do I find the wi-fi settings to change them? I don't have the cloud service. I just used them on my local wi-fi & now it is different. \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Ok I will try this\nHuman Agent: Okay, let me know if you have any trouble while setting it back up."]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the solid blue camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: I can not connect my  camera to the  phone.\nCustomer: I did and the  camera  does not read the  QR code. i scanned and  keep it in front  og the  phone, but  doest not do anything\nCustomer: Id did  8 in. away but nothing happens\nHuman Agent: Hi my name is Wendy.  The camera you are wanting to setup, is it new? or has it been setup before?\nCustomer: It is not new, i was set up bere Iguess. people from my rental house left and left the  cameras so I want to use them\nHuman Agent: Could you please let me know the device ID on the camera? The ID will be listed on a sticker on the camera and will start with ZMD or GSG\nCustomer: ZMD12KH83001202 ON OF THEM i Have 5 cameras\nHuman Agent: ZMD12KH83001202 uses Zink setup. Is the indicator light on the camera blinking green?\nCustomer: Then when i ttried to connect I need to select the Zink set up?\nHuman Agent: Yes but first is the indicator light blinking green?\nHuman Agent: or what color is the indicator light? and is the light blinking or solid?\nCustomer: Ok I will try this way if  it does not work i will let you know. Thank you - have a good day\nHuman Agent: okay you have a nice day too"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Camera will not recognize QR code. Everything else is as shown in the troubleshooting list. Red dot in camera does not stay on either\nCustomer: -1\nCustomer: Camera will not recognize QR code. Everything else is as shown in the troubleshooting list. Red dot in camera does not stay on either\nHuman Agent: Hi my name is Wendy.  What camera are you trying to setup right now?  Is it Front porch? or Extra black?\nCustomer: Portable\nHuman Agent: I don't see a camera named portable.  What is the device ID on the camera?\nHuman Agent: The ID will be on a sticker on the camera and it will start with ZMD or GSG\nCustomer: Zmd17cqi8207381\nHuman Agent: ZMD17CQI8207381 is the indicator light on the camera blinking green right now?\nCustomer: Green and blue\nHuman Agent: The red light is the IR night vision light.\nHuman Agent: Okay good that means the camera is in setup mode.  Double check that your phone is connected to 2.4GHz wifi\n\n\nHuman Agent: Zmodo QR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n***The camera should be next to your router during setup, 5ft or less to your router***\n\nCustomer: Yes\nHuman Agent: Here are the setup instructions:\nZmodo QR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n***The camera should be next to your router during setup, 5ft or less to your router***\n\nCustomer: I’ve done all that. It will not read the QR code\nHuman Agent: Is your display background black or white?  \n\nSometimes cameras can read the QR code easier with a white background\nCustomer: White and bright\nHuman Agent: Okay the room you are in should be as bright as possible.  open blinds, turn lights on\nHuman Agent: Go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location then go through setup again\nCustomer: Still no luck\nHuman Agent: Do you have another phone or tablet you could try setup from?\nCustomer: I’ll get my tablet\nHuman Agent: ok"]
["Customer: How to factory reset ezcam?\nCustomer: My ezcam does not have a rest button. \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this camera you are trying to reset currently online or is it offline for you?\nCustomer: I’m moving this to a new wifi network which is why im trying to reset. The camera has a solid blue light. \nCustomer: Unfortunately, i removed this camera from my zmodo app because I didn’t know it has no reset button. \nCustomer: I believe it is currently offline. \nCustomer: What other options do i have to reset this camera?\nCustomer: Yes, im still here. \nHuman Agent: Yes I replied above asking for the ID number for the camera so I can look up more info to assist you I will need that info in order to help you with troubleshooting.\nHuman Agent: I will also need the Model of the camera. The ID starts with ZMD, this info can be found on the cameras sticker which should be on the back or on the bracket of the camera. \nCustomer: Let me get the details. Give me few minutes. \nHuman Agent: No problem, the chat will only time out if its been longer then 5 minutes without a response.\nCustomer: Zmd13esd9002287 \nCustomer: Model zh-ixu1f-w\nCustomer: D/static_file/c9e6ab5afd_1_20250114115129.jpg\nHuman Agent: Okay I was able to look up that camera. Currently it on my end is telling me it is offline. \nHuman Agent: For the light pattern on the camera it is a solid blue, solid blue means it is connecting to a network, but it is not online, this means that the camera is currently connecting to a network but not getting any internet. \nCustomer: It is probably connecting to the previous wifi network. How can i reset this camera?\nHuman Agent: Do you only have one router or do you have for instance an old router or multiple rotuers or any, wifi extenders set up in your home?\nCustomer: I have multiple routers. Is that a problem?\nHuman Agent: it would only be able to connect to the old network if something was still pushing out the old network to get it to disconenct you would have to unplug/stop whatever is pushing out the old entwork so the camera goes back into setup mode.\nCustomer: Unfortunately, we moved out of the previous house which is why im trying to connect to my current house. \nCustomer: And i made the mistake of removing this device from my zmodo app before i had the chance to reset it. \nHuman Agent: OKay, you may have set up this camera on the new rotuer then, theres only one way to figure out what its connectign to and thats by unplugging 1 router, then looking at the cameras lights, if it doesnt change then unplug anotehr router (still leaving the first router unplugged) and see if the camera changes.\nCustomer: So the camera should automatically switch to setup mode if it cannot connect to the previous wifi, right?\nHuman Agent: No, there's no mistake on your part, this camera cant be reset in the app if theya re offline. cameras form the app can only be reset if its online (the camera remember is connecting but not getting any internet) so you havent done anythign wrong\nCustomer: Ok. Let me try your suggestion. Thanks for the help. \nHuman Agent: That is correct, cameras if they have nothing to connect to (the odl signal is not being pushed out around it for it to connect) automatically flash greeen/blue and can be setup on another network when they are in that flashing mode.\nCustomer: Thank you!\nHuman Agent: Your welcome"]
["Customer: Troubleshooting\nCustomer: Hello my name is Oneal. I have 4 ZP-1BH15-W. I change my wifi password and I need to reset my cameras to put in new password.\nCustomer: It was 7 years ago. What are the steps.\nCustomer: How do I put in the new wifi password.\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: I need a camera factory reset please. \nCustomer: I need a camera factory reset please \nCustomer: Troubleshooting\nCustomer: I need to talk to customer service\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 19G5IHC00961\nHuman Agent: Thank you. Can you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Yes the camera was unplugged I just plugged it back in \nHuman Agent: What light do you see in the camera?\nCustomer: Flash green and blue \nHuman Agent: Okay, did you change your router, your Wi-Fi name and password, or your internet provider recently?\nCustomer: With the red circle around the ring, I got a new main router today but my other router that controls my cameras is in use and works but it wouldn’t connect at first so I only deleted one camera from devices and in the Smartz app and it won’t reconnect other 3 cameras are working \nHuman Agent: Okay, if you still have your old router, then you will want to unplug the router and then check the light to see if the light in the camera changes to just a flashing green without the blue light.\nCustomer: Okay unplugging it now \nCustomer: The router was not plugged up I had unplugged it after the camera wouldn’t connect so plugging it back in now \nHuman Agent: Which router did you have unplugged? The new router or the old router?\nCustomer: Old one the new one is my main router \nCustomer: Going to unplug the trouble camera and plug it back in now \nHuman Agent: I'm asking because if the light in the camera is flashing green with a blue light in it, then that means the camera is connected to a Wi-Fi network, but is not getting internet from that Wi-Fi network. So we would need to figure out which Wi-Fi network it is connected to.\nCustomer: Light is solid blue now \nHuman Agent: Then you will want to add it to your account with a LAN Search in the app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: I’ve done all that, the camera will not read the QR code when all the info is correct, I read online that y’all have to factory reset it \nHuman Agent: The LAN Search does not use the QR Code. Did you get my message with the LAN Search instructions?\nCustomer: And Smartz has updated their app that is the way you did it through their old app settings \nCustomer: The Smartz app is what it makes me use \nHuman Agent: Okay, you are using the Smartz Eaze app? It looks like you are contacting us from Zmodo app in our system.\nHuman Agent: You can use either app.\nCustomer: I’m online on y’all’s website, how would I do it for the Smartz app\nHuman Agent: If you are using the Smartz Eaze app, then tap on Devices. Scroll down and tap on Add Device. Tap on the four squares in the top right corner. At the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network. Tap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: I see it I’m going to lose internet connection for a few mins so I may lose this chat because I have to change Wi-Fi’s so after I do that it will work again?\nHuman Agent: That is how you would add it back to your account. The camera is connected to the Wi-Fi network and is getting internet access, so it will be online when you add it to your account.\nCustomer: It didn’t not work it says it can’t find it \nCustomer: Could you perform a factory reset please?\nCustomer: It says that it can’t find the LAN even though other 3 cameras are working \nHuman Agent: It will only try to add unbound devices, it will not show cameras that are already connected to your account. Can you unplug the camera for me and leave it unplugged? I am going to try to add it manually to your account.\nCustomer: Yes sir doing it now \nCustomer: I removed the camera from my Smartz account is why I’m having all this trouble in the first place, idk if that info helps or not \nHuman Agent: I added the camera back to your account. You can plug it back in now. You may also want to restart your app to update it to see the camera.\nCustomer: Ok going to try it out now \nCustomer: Camera is restarting now \nCustomer: Thank you so much it’s working now!\nCustomer: Is there any kind of survey I can take for you? \nHuman Agent: You're welcome. There is not a survey at the end of the chat.\nCustomer: Well I greatly appreciate your services and I hope you have a good rest of your day\nHuman Agent: You're welcome. You have a good day, too."]
["Customer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I just emailed you as well, but you may set up using the QR setup. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nHuman Agent: We will be closing in 10 minutes at 6pm CT. I would be happy to continue to assist you until then, but the chat will close at that time. If you would like a callback, you may schedule one via the button below. If you would prefer an email follow up instead, please let me know and provide an email you would like me to reach out on tomorrow."]
["Customer: New wifi network \nCustomer: Live support\nCustomer: 1\nHuman Agent: You would do the initial setup method to connect your cameras to a new Wi-Fi network. The four cameras on your account will use the QR Code setup method to connect.\nCustomer: 5 cameras \nCustomer: I deleted 1\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Front door was deleted \nCustomer: D/static_file/c0f51ecfa5_1_20250312131030.jpg\nCustomer: D/static_file/b87bc68c62_1_20250312131208.jpg\nHuman Agent: Both of those cameras are already online and already on your account.\nCustomer: D/static_file/9a3abfb4f4_1_20250312131301.jpg\nCustomer: On witch wifi?? I have both still the new and old. I just unplugged the old 1. New is called SMARTHOUSE\nHuman Agent: I cannot see which Wi-Fi network they are setup on. Is your old router still unplugged?\nCustomer: D/static_file/2bfdf8fae6_1_20250312131513.jpg\nHuman Agent: Okay, we do not need the IDs from each camera right now. First, we need to pick a camera and start with it. Which camera are you working with?\nCustomer: Only the new wifi is in now\nCustomer: ZMD14AFDA225244  This is the 1 I deleted \nHuman Agent: Okay, is that the camera you are working with now?\nCustomer: Yes\nHuman Agent: Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: To be honest i cant see the light. Its outside and the glare is very stong. \n\nCustomer: I unplugged it and plugged it back in i head it turn on. I cant see the light\nHuman Agent: Then you can try the QR Code setup. It is possible it may have issues reading the QR Code if the glare is bad, but you can still try. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I tried that before but ill try again \nHuman Agent: It looks like the setup connected the device and two other cameras on your account.\nCustomer: Ok that worked\nCustomer: Yes still missing cameras \nHuman Agent: So you would go to the cameras that did not connect and do the same process. Unplug the camera and plug it in, then do the QR Code setup.\nCustomer: Ok doing it now\nCustomer: Trying to get the last 1\nCustomer: It’s giving me a hard time \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Ok i did that 4 times now. Is there a different way?\nCustomer: It should be easy to change the wifi\nHuman Agent: Could I have the Device ID for the camera you are working with now?\nCustomer: Nevermind it’s connected \nHuman Agent: That is why I was asking, because all of the cameras on your account were already connected, so I assumed it was a different device.\nCustomer: I don’t know how. But its on now. It kept saying “timed out”\nCustomer: It wasn’t there before. Anyway Thank You!\nHuman Agent: They were showing online when you messaged saying you were having trouble with one camera. You may have just checked before it had connected and then it connected while you were messaging. I am glad it is working and you are able to see the video. Do you have any questions?\nCustomer: No questions thank you\nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: I need to put the internet \nCustomer: Please Send me the instrucción for put the wifi for my camera \nHuman Agent: QR Code Set Up steps\n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nHuman Agent: Hello, my name is kylie, Here are the setups steps for the QR code setup which your cameras can use."]
["Customer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: It’s not scanning the QR Code\nCustomer: Set up\nCustomer: It’s still not working \nCustomer: The camera is not scanning the QR Code\nCustomer: That didn’t help\nCustomer: Okay thank you. \nCustomer: Just need help with the camera set up \nCustomer: The QR Set Up\nCustomer: That didn’t work \nCustomer: The camera is not scanning the QR Code \nCustomer: I did all of that it didn’t work \nCustomer: Live chat please \nCustomer: Custom care agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Need help with scanning the QR Code the camera is not scanning the Code \nCustomer: Trying to add a device the Camera is not scanning the QR Code Is there a way to manually set it up? \nHuman Agent: Okay, When you hold the QR code Infront of the camera what color are the light's and are they solid or flashing? \nCustomer: One second \nHuman Agent: Okay\nCustomer: It’s green and yess it’s flashing \nHuman Agent: And that's all it does is flash green? not blue?\nCustomer: Yes \nCustomer: Just flash green \nCustomer: No blue \nHuman Agent: Okay, that means its not seeing the code Infront of the camera. Is this a new camera or a camera that has been set up previously?\nCustomer: It started flashing blue for a little then stop\nHuman Agent: Okay, that means its trying to read the code and connect but not connecting, Can you go through the QR code setup and take a screenshot of the code then send that to me in the chat here I will check to make sure nothing is wrong with the code itself. \nCustomer: Okay \nHuman Agent: Okay\nCustomer: D/static_file/43821d5503_1_20241115164016.png\nCustomer: That’s the code \nCustomer: Did you get the code? \nHuman Agent: Okay, it looks like the code on the screen itself is fine, its possible that the password or Wi-Fi name is the issue, we can have you try to refresh the phones connection to the wifi, for that you would go into the phones Wi-Fi settings, click the settings gear next to the Wi-Fi name then choose forget, after its forgotten you can reconnect to it and try the setup again using that same Wi-Fi name and password. \nCustomer: Okay \nHuman Agent: Okay"]
["Customer: I can’t connect t ZMD_SAP.\nRegardless of any option that chose.\n\nI lost my connection when we had a blackout a couple of months ago.\nCustomer: I have done all that multiple times but nothing seems to work.\nIs there any chance I could talk to a representative?\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I lost my camera connection when we were on one of those blackouts.\nI have done everything that could be done to reconnect with no success.\nCan you help?\nHuman Agent: Yes, could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD14DBF6210597\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Troubleshooting\nCustomer: Establish connection \nCustomer: Establish secure video channel\nCustomer: Reconfigure device\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. The cameras on your account are offline, which means they are not connected to the internet. Are you there with your cameras to troubleshoot them?\nCustomer: Reset device\nHuman Agent: The cameras on your account are offline, which means they are not connected to the internet. Are you there with your cameras to troubleshoot them?\nCustomer: Yes\nHuman Agent: Could you go to one of the cameras, unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it back in?\nCustomer: Green\nHuman Agent: Is the light solid green or flashing green?\nCustomer: Flashing\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Model ZP-IBH21-W setup instructions please.\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Set up\nCustomer: Set up is not working \nCustomer: It's not connecting through the app\nCustomer: How do I contact customer support \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera or a previous camera you are trying to set up?\nCustomer: Previous camera \nHuman Agent: Okay, was it set up on this same account  hlw12@att.net you are contacting from before?\nCustomer: Yes\nCustomer: It was named front\nHuman Agent: Okay, Have you tried to go through the QR code or Zink setups with the camera at all after unplugging and plugging it back in? sometimes if you do the setup without unplugging and plugging it back in it can have trouble reconnecting.\nCustomer: Yes and it just keep loading until it freezes\nHuman Agent: Okay, Just to confirm, if this an indoor outdoor camera or is it one of the Garden light cameras?\nCustomer: Outdoor camera \nCustomer: I can send you a pic if you like\nHuman Agent: Okay, how far away is this camera from the rotuer, and when you did the QR code setup what color were the lights and did they flash or go solid at any point?\nCustomer: Camera is about 10 feet away. They worked before for many months in this location.\n\nThe cameras is flashing green\nCustomer: I will like to add that I started having problems when I changed routers\nHuman Agent: Okay,did it only flash green when you held the code Infront of it or did it try to flash blue at all?\nCustomer: I just tried the zink way, how do I do the other way\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code.\nHuman Agent: I would recommending rebooting the camera before you do the setup as that can help it be more sensitive to the setup again. \nCustomer: Ok. Let me try this method \nHuman Agent: Okay\nCustomer: Connection times out\nCustomer: Hello, are you still there?\nHuman Agent: Yes I am here, What did the lights on the camera do how did they react?\nCustomer: Just flshed green the whole time\nCustomer: Typo, flashed\nHuman Agent: Okay, if it only flashed green then it did not see the code and did not react to it. is it very bright when you were holding the code in front of the camera? sometimes it can have trouble seeing the code if there is allot of glare. \nCustomer: How long should I leave the camera unplugged to reboot it?\nHuman Agent: should only need to unplug it and plug it back in, don't need to wait. \nCustomer: It's midday where I'm at\nCustomer: Ok\nCustomer: I'll try again and try and minimize any glare\nHuman Agent: For the cameras, they will only connect to a 2.4GHZ network, is the wifi your phone connected to a 2.4GHZ?\nHuman Agent: a duel band signal is also fine, it just can not only be 5GHZ network. \nCustomer: It's a daul band \nHuman Agent: Okay. \nHuman Agent: If this does not work, is it possible to try the setup with another camera? its possible this camera may have trouble connecting through the normal setup, if we can connect a camera nearby, when one camera connects it will try to connect others around it, we may be able to get it online doing it that way\nCustomer: Okay so far I only been successful connecting 1 camera. It automatically connected when I changed routers\nHuman Agent: odd, none of the cameras can reconnect to a router without knowing the Wi-Fi name and password. Did you change the new routers name to the same and set the same password as the previous one?\nCustomer: Yes, I did\nCustomer: Are you able to see which of my camera's that's online? \nHuman Agent: okay, sometimes cameras will reconnect if they detect a netwrok witht he same name and password again, sometiems they will not though and still require you to go through the setup for reconnection. \nHuman Agent: it does tell me if a camera is online or offline yes, Currently only the camera named LR is online on thsi account.\nCustomer: Last time I set these up I don't remember doing it with the QR code, is there another way?\nCustomer: Yep, that's the only one that works \nCustomer: If that one connected I figured the other ones should be able to as well\nHuman Agent: as long as the network is 2.4GHZ then the others can be connected yes. I know with that camera there it can use 2.4, or 5GHZ so that make a difference. \nHuman Agent: are you able to try the setup with one of the other cameras and see if it reacts and trys to connect? sofar based on what you have told me about this camera that we did try is that it did not react to either setup. Normally if the network is an issue the camera would flash blue then green and not turn a solid blue it would just go back and forth trying and failing, but this camera only flashed green meaning its not seeing the code or receiving the signal via Zink to try and connect. \nCustomer: I've confirmed that's it's set to 2.4\nHuman Agent: there are only two setups that I see here that you can try for these cameras, the QR code or the Zink setup. \nCustomer: Ok\nCustomer: Maybe let's try the other one\nHuman Agent: If you do try the zink setup, may want to try unplugging all of the other cameras but one, because they all push out that ZMD_SAP network, when you connect to one, you may not be connecting to the right camera meaning you could be too far for the setup, if you unplug all the ones that are offline except one then do the zink setup then you know your connected to the right ZMD_SAP and can try the setup. \nHuman Agent: you don't have to unplug the camera that is online, just the offline ones \nCustomer: Ok, wow that's a lot.\nBut it's worth a shot.\nI am about to unplug the other cameras now\nHuman Agent: Okay\nCustomer: I think I got them all\nHuman Agent: Okay, PLug only 1 back in and try going through the zink setup first with it, if that does not work tell me how the lights react, if its trying it will flash blue or sometimes if its too bright it will look like the lights are going out because of how deep the color is. \nCustomer: D/static_file/6edf90f2b7_1_20241111142800.jpg\nCustomer: It seems to freeze on this screen\nCustomer: Yes\nHuman Agent: try choosing the Manual setup option and type in the wifi name, beware it is case sensitive though for the name and password. \nCustomer: Ok\nHuman Agent: Let me know if it continues or what happens when you try to move forward again. \nCustomer: It's have a loading screen and then it goes back to the previous screen after about 1 minute\nCustomer: Something is terribly wrong here\nCustomer: I've even tried to connect it to my guest wifi that's only on 2.4\nHuman Agent: sounds like the phone is trying to use the cellular data instead of the ZMD_SAP Wi-Fi, are you able to go into your phone settings and turn off the Cellular data? you will turn it on once the setup is done. If that's not possible we could also try the setup from another device such as another phone or tablet. \nCustomer: Let me try to turn off the phone data\nCustomer: Will putting it in airplane mode work?\nHuman Agent: no, airplane mode will make it so you cant conenct to wifi, we still want to connect to the ZMD_SAP network. Sometimes instead of Cellular data it can be called Mobile data in the phone.\nCustomer: Ok\nCustomer: It's finally doing something different \nCustomer: It says waiting for connection \nCustomer: This may take a few moments \nCustomer: Still have a flashing green light\nHuman Agent: Okay, look at the lights on the camera, it should be trying to send it the Wi-Fi name and password. With the Zink setup at times it can take a few tries before the camera picks up the signal being sent. If you need to you can reboot the camera again, that can help \nCustomer: Solid blue light now\nHuman Agent: Woo! that means it should be online!\nHuman Agent: It looks like the Front Right camera says its online now, so that worked!\n\nCustomer: Yes\nHuman Agent: Now, we can continue and get the rest of the cameras online in the same way. \nCustomer: Sheesh, now I just have to do it 8 more times\nCustomer: Ok\nHuman Agent: One step closer to getting them all up and running, Let me know when you get through the setup if you have any trouble. \nCustomer: Ok, thanks\nHuman Agent: No  problem, happy to help. \nCustomer: What do a solid green light mean?\nHuman Agent: Solid green light should only happen when the camera is booting up after being plugged in, then it will flash once booted up. If it stays solid green it can mean there's trouble with the cameras power(cord), outlet, or an internal issue. \nCustomer: Yes\nCustomer: I got a couple more added\nHuman Agent: Okay, good! I see that there are more online, you are doing a great job\nCustomer: Thanks\nHuman Agent: No problem \nCustomer: I just have 2 more that I'm going to be able to get to tonight \nHuman Agent: Okay, Great! is there anything else that I can assist you with today before you go?\nCustomer: No, I think I'm good at this point\nCustomer: Thank you\nHuman Agent: Alrighty, your welcome, hope you have a beautiful rest of your day, take care."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: How do I update the WiFi on my cameras?\nCustomer: Set up\nCustomer: Set up\nCustomer: How to initiate set up mode on camers\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like all of your cameras can use Zink, but the Garage camera can also use QR setup. If they're blinking green, you can proceed with setup. I would recommend doing the QR setup camera first as it may pull others online too if they're at all nearby. For it you can follow the instructions below. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: Live agent \nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: I got a new WIFI Provider and now cameras dont work. I already tried resetting but didn't work.  I then removed cameras and added but still working.  I tried Zlink abd QR code but still not working \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD33EU8279515\nCustomer: I have 2 cameras both worked fine until I got new WIFI Provider \nHuman Agent: Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it back in?\nCustomer: I see 1 small green light then all lights turn red then turn off\nHuman Agent: Alright, the green light is changing to a blue light, but it can be harder to see the blue light. Can you please watch the light for a minute or two and let me know if it changes back to a flashing green light at any point? It may only briefly change to a flashing green, so you will want to watch the light.\nCustomer: The green light is actually behind the other lights (small about the size of the tip of a pen) the turns blue but also small about the size of the tip of a pen. \nHuman Agent: Okay and is it a solid blue light or a flashing blue light?\nHuman Agent: If it is flashing blue does it change back and forth between flashing blue and flashing green?\nCustomer: The only time \"all the lights\" turn is red briefly \nCustomer: Yes the small size of a pen tip turns green then blue\nHuman Agent: I am not asking about all of the lights. Those are the infrared lights for night vision. We are just worried about the green and blue light.\nHuman Agent: Okay, is the light flashing blue or solid blue?\nCustomer: Flashing blue\nCustomer: Then flashes green\nHuman Agent: Okay, good. That means it is ready for setup. To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I have already tried that like 10+ times but nothing happens \nCustomer: If I leave this chat to try your instructions again will I be able to resume where I left off?\nHuman Agent: You can come back to the chat.\nHuman Agent: When the light is flashing green, hold the phone screen close to the camera lens and pull it back. The camera will only read the QR Code when the light is flashing green.\nCustomer: Ok I will try again \nCustomer: Hi I tried but still not working.  I got a message saying 5G is not supported but I have a WIFI connecter with 2.4G and still not working?\nHuman Agent: It always says 5 GHz networks are not supported. It looks like the camera is online. It should have a solid blue light in the camera and you should be able to see live video in your app.\nCustomer: Actually it worked! How do I set up my 2nd camera?\nHuman Agent: Could I have the Device ID for the second camera?\nCustomer: Yes\nCustomer: Please stand by\nCustomer: Getting a step ladder\nCustomer: ZMD33EUE8279583\nHuman Agent: Thank you. That camera will use the same QR Code setup method.\nCustomer: Ok let me try\nCustomer: Its not adding the 2nd camera but I keep getting Zmodo not responding error\nCustomer: I think I have to reboot my phone. Will I be able to resume our chat after rebooting my phone?\nHuman Agent: If your app is not responding then you will want to restart the app. Close the app completely and then open it again. You can also restart the phone to restart the app.\nCustomer: I forgot to unplug camera #2 \nCustomer: Trying QR code again \nCustomer: Both cameras are working now! How do I rename camera #1?\nCustomer: Are you there?\nHuman Agent: You can tap on Live for the camera. Tap on the Gear icon in the top right corner. Tap on the three dots in the top right corner of the Device Settings screen. Tap on Device Name and enter a new name and tap on Save,\nCustomer: Ok\nCustomer: Thank you! Both are working now!\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: I changed internet provider \nCustomer: Where do I add the new internet provider to the cámara \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode\nCustomer: ZMD19I2IHA18389\nCustomer: ZMD19I2IHA18389\nHuman Agent: Thank you, can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it back in?\nCustomer: Green\nHuman Agent: Did you unplug the camera and plug it back in? Is the light solid green or flashing green?\nCustomer: Flashing \nCustomer: I have to unplug it first ?\nHuman Agent: Yes, can you unplug the camera and plug it back in? We want to restart the camera.\nCustomer: I will do it now \nCustomer: Light still flashing green \nHuman Agent: Okay, good. So now you will want to do the initial QR Code setup method to connect to the new Wi-Fi network.\nCustomer: I did not get a solid light"]
["Customer: Set up\nCustomer: I'm trying to setup my camera\nCustomer: Well it's been setup already one time \nCustomer: I erased it from my app because it wasn't working\nCustomer: Well all my other cameras work except for this one as soon as I plug it up it blinks green n then solid blue but I can't findbit\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: I can set up my camara \nCustomer: Qr code \nCustomer: The problem is that step 6 and 7 \nCustomer: the cámara can’t read my qr code\nCustomer: i would like to try for other way\nCustomer: i need to set up my camara\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Hi\nCustomer: I need help i switched internet provider and now I can't connect my cameras \nCustomer: I'm sorry where do I go \nCustomer: Set up\nHuman Agent: Hi my name is Wendy\nHuman Agent: Your cameras use QR code setup.  Are the indicator lights on the cameras blinking green righ tnow?\nCustomer: They are blinking blue \nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*"]
["Customer: I'm having issues trying to get  my camera to activate \nCustomer: This is the second set of cameras and none of them are working  really frustrated \nHuman Agent: Hi my name is Wendy.  Are the cameras new? or have they been setup before?\nCustomer: I have power ,I've moved to various places in my house I HAVE POWER.\nHuman Agent:  Are the cameras new? or have they been setup before?\nCustomer: The cameras are new (2) and a couple(2) that were set up previously \nHuman Agent: Please let me know the models of the new cameras and the device IDs on the ones that have been setup before.  The model & device IDs can be found on stickers on each camera and the ID will start with ZMD or GSG"]
["Customer: I have new camera\nCustomer: A dont know not Connecticut \nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Troubleshooting\nCustomer: Camera wont reset\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: having trouble set up a device\nCustomer: Camera does not read the QR code\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Technical support \nCustomer: I have 1 camera working and 2 that will not connect \nCustomer: Neither will scan the QR code. \nHuman Agent: Lets start troubleshooting with one of the cameras. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I have unplugged them and plugged them back in and tried again. Still failed. I contacted someone yesterday and they just stopped talking to me\nCustomer: I'll check both\nHuman Agent: Just start with one camera.\nCustomer: ZMD16EQI7519050\nHuman Agent: What light do you see in the camera?\nCustomer: Blinking green\nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Yes I see that network\nHuman Agent: Alright, then you can try the Zink setup and if that does not work, then you may want to try adjusting some display settings on the phone and bringing the camera down if it is mounted somewhere bright to make it easier to see the QR Code. But Zink does not require scanning a code, so we can try that first.\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: Nope that didn't work \nHuman Agent: Okay, can you tell me what happened or what step you got stuck on?\nCustomer: It wouldn't allow me to connect to the internet here which I know I have internet \nCustomer: Agent \nHuman Agent: So you got to the step where it asked you to select your Wi-Fi network and enter the password for your Wi-Fi network?\nHuman Agent: And did it just not show you a list of networks to choose from? Or did it show you a list and it did not have your Wi-Fi network?\nCustomer: It wouldn't allow me to choose my wifi or manually add it\nCustomer: It wouldn't show any networks \nHuman Agent: Then you will want to turn off your Mobile Data on your phone. The phone was using the Mobile Data since the ZMD_SAP network does not have internet.\nCustomer: How do I do that???\nHuman Agent: You will want to look in your phone settings. It will likely be in the internet settings on your phone.\nCustomer: That didn't work either \nCustomer: Hello?\nHuman Agent: Did you find your Mobile Data in your phone settings?\nCustomer: Yes and I turned it off \nCustomer: It still didn't work \nCustomer: It didn't show any networks to connect to for internet \nHuman Agent: If you are still not seeing a list of networks when it asks you to select your network, then it is not turned off. Can you send a screenshot of the screen that you are on? And can you send a screenshot of the Mobile Data screen that you turned off?\nCustomer: D/static_file/3358425f47_1_20241004093433.jpg\nHuman Agent: Okay, and then lets redo the Zink setup and let me know where you get stuck. You may also want to unplug the other offline cameras as they may be making a ZMD_SAP network that you are connecting to and it may be too far to get a good connection.\nCustomer: D/static_file/d557d1635d_1_20241004093735.jpg\nCustomer: It just does this then doesn't connect\nHuman Agent: Okay, so it does let you choose a Wi-Fi network. That is good. So you will want to unplug the cameras and plug in just the one camera that you are trying to setup. Since the phone needs to be close to the camera to get a good connection to the ZMD_SAP network we want to make sure you are connected to the camera you are close to (within just a couple of feet) and not one of the other cameras.\nCustomer: D/static_file/bbe46df238_1_20241004094154.jpg\nCustomer: Now it won't allow me to connect to the network again\nHuman Agent: Did you restart the Zink setup after you unplugged the cameras and plugged one back in? Or were you already on that Zink screen? Because you would need to start from the beginning for it.\nHuman Agent: And make sure you are within a couple of feet of the camera.\nCustomer: Yes I did\nCustomer: Yes I'm less than a foot from the camera\nCustomer: There's nothing you could do on your end? \nHuman Agent: Okay, make sure that the Mobile Data is still off and that you can still see the ZMD_SAP network. You can also try bringing the camera down and close to the router for the setup if you have it mounted. \nHuman Agent: You can also try the QR Code setup after bringing it close to the router. If you do the QR Code setup, then you will need to connect back to your Wi-Fi network and check some display settings. Make sure that Dark Mode is off. Make sure Eye Comfort Shield or any other blue light filters are turned off. Make sure Bold Font or Text is turned off and make sure that the font size is set to default or smaller.\nHuman Agent: No, the camera is offline. I cannot communicate with a camera when it does not have internet access because I am not there with the camera.\nCustomer: The QR code doesn't work \nCustomer: Nothing is working \nHuman Agent: Have you tried all of the things that I suggested?\nCustomer: Yes I have done EVERYTHING you have told me\nHuman Agent: We haven't gone through the Display settings though. I just sent those instructions now.\nCustomer: I don't use dark mode ever\nCustomer: Everything on my phone is the way it comes from the store without any special things going on for display \nHuman Agent: Is the camera mounted? Is it outside or inside? If it is inside, then is it next to the router?\nHuman Agent: Alright, that is one of the settings to check. Can you go to the Display settings on your phone and we can check the other settings?\nCustomer: Mounted outside, it's an outdoor camera and it's not far from thr router inside \nCustomer: All the settings are factory I already checked \nHuman Agent: What settings do you see in your Display settings on your phone?\nHuman Agent: If it is outside, then I would suggest again bringing the camera down and bringing it inside as it can be difficult for the camera to read the QR Code when it is mounted especially if it is bright outside.\nHuman Agent: You can also increase the brightness of your phone screen.\nCustomer: There's none of the things you listed that are on \nCustomer: I've literally been without these cameras for over a month and trying to get them to work. I have 1 online so how does all my cameras just stop working on the same internet network I've had for 5 years???\nCustomer: I can't bring the camera inside \nHuman Agent: I am trying to check the common issues that can make it difficult for the camera to read the QR Code. I cannot see your phone screen, so I am just trying to walk you through things that can commonly cause issues reconnecting cameras and how to set them up again.\nHuman Agent: Then you can try increasing the brightness on your phone screen and show the QR Code to the camera if you cannot do anything else with the camera. You can try restarting the router that you want to connect the camera to. \nHuman Agent: Do you have any Wi-Fi extenders or a mesh network?\nCustomer: No neither of those \nHuman Agent: Or you can try using another phone or tablet for the setup. You can also try the setup on another camera.\nHuman Agent: If that does not work, then I would strongly advise bringing the camera inside and next to the router for the setup.\nCustomer: D/static_file/03963a60e2_1_20241004100331.jpg\nCustomer: I can't bring it inside \nCustomer: I'm literally working off a ladder to do this as it is \nHuman Agent: Then you can try increasing the brightness on your phone screen and show the QR Code to the camera if you cannot do anything else with the camera. You can try restarting the router that you want to connect the camera to. Or you can try using another phone or tablet for the setup. You can also try the setup on another camera.\nHuman Agent: Or you can restart the app and do the Zink setup again.\nCustomer: I've tried the brightness all the way up. I'm trying a different camera right now. I only have my phone no other devices to do this with \nHuman Agent: If that does not work, then you can restart the router. Other than that, I would again strongly recommend bringing the camera next to the router for the setup. You can unplug it and plug it in with a different adapter inside.\nCustomer: Still nothing is working \nHuman Agent: What setup did you do? What did you see when you did that setup? What step did you get to in the setup? Did you unplug the router and plug it back in?\nCustomer: Restarted the router. Same screen as before where it wouldn't show the networks. Restarted the Zink setup.\nI also tried the QR code when the other one wouldn't work \nHuman Agent: You would want to restart the camera after you restarted the router if you are doing the Zink setup. Also make sure your mobile data did not turn on again since we have been going back and forth between different setups and it may have turned on since you are coming here to chat and would not be able to do it on the ZMD_SAP network.\nHuman Agent: Since none of the setups are working with the camera where it is, I would again strongly recommend bringing the camera next to the router for the setup. You can unplug it and plug it in with a different adapter inside.\nCustomer: I did restart the camera after the router"]
["Customer: Set up\nCustomer: How do I change a camera to a different wifi \nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Hello \nCustomer: I am trying to set up my camera again, I just got a new modem \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: I have tried and I keep getting the message that my camera is being shared \nHuman Agent: What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: ZK8-BFS23NM\nHuman Agent: That is not the device ID. The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: ZMD12GF15227887\nHuman Agent: Thanks. You'll want to make sure you're logged in on the phone number account this is bound to which ends in 500, then do the following. In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily."]
["Customer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Idk which method I have an nvr if that helps with 5-5 cameras with no audio\nCustomer: Troubleshooting\nCustomer: I was going to ask if I could get a month or two of paid cloud service for my devices due to the fact that even before my subscription ended it wasn’t working as far back as august of 2024 i know for sure \nCustomer: -1\nCustomer: I show no cloud videos and no way to continue my subscription bcuz I had to delete all cameras to start over \nCustomer: Can you refer me to an agent to speak with about my cloud services … my nvr is also not recording how do I fix that\nCustomer: 1\nCustomer: Agent\nCustomer: Thank you all \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you having trouble with the setup or how can I assist you today?\nCustomer: Setup \nCustomer: Nvr \nCustomer: Cloud services \nCustomer: Everything \nCustomer: Is there a way to do the is over the phone?\nCustomer: It’s letting me talk to talk now. OK my cloud service has not worked since before August 2024. I know this because it didn’t record someone vandalizing my house but my camera did as well as I could view the one camera last night on my phone, but I cannot view it on my NVR Also cannot seem to do anything with the NVR. I just have non-blank boxes because I don’t know how to move around the screen how do you get into the NVR without a wireless mouse? I have a wired mouse, but there’s nowhere to hook a wired mouse, obviously.\nCustomer: I don’t know which method to use to set up all my cameras at once. See if I can do it one at a time individually and how do I get my NVR to record locally do I have to have it hardwired with an ethernet to my modem/router or tenet be wireless. \nCustomer: I was wanting to see if if I could get a refund or at least a month or two of free card service on at least two or three devices I would feel like five or six I have maybe even seven due to the fact that I can’t use my glass service that I’m supposed to be paying for in court against the person That vandalized to my house has also beat me on my yard which the cameras should’ve caught and I did catch but all of a sudden everything‘s erased out of them so I’m guessing they also have access to my cameras. I can’t even make a new email every time I’ve done that or change the email I’ve gotten back in. I know who it is. it’s my ex DUSTIN BECKETT but I don’t know how to trace or paint it to him rather he would be the only one to gain from it. \nCustomer: ???\nCustomer: 1"]
["Customer: Troubleshooting\nCustomer: How do I change WiFi password for cameras \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: Witch camera I have 8\nHuman Agent: The easiest one for you to reach\nCustomer: Zmd14e9da227317\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: It was Blinking green \nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code.\n\nCustomer: Is that for the one camera or do I got to do all cameras \nHuman Agent: All of the flashing green cameras, once a camera is solid blue it is connected to a wifi network \nCustomer: Not working gos to timed out did three times \nHuman Agent: Can you unplug the camera, wait 30 seconds then plug it back in. Once the camera is flashing green lets try the QR code set up again. Start with your phone directly in front of the camera, slowly pull back the phone from the camera lens until it is 8 inches away, and hold it there for about 40 seconds as still as possible. Please let me know if the light changes to flashing blue? If the camera still doesn't connect please take a screenshot of the QR code and send it in the chat. \n\nCustomer: Ok\nHuman Agent: Thank you \nCustomer: Ok this camera is working I guess I have to do the same thing to all cameras \nHuman Agent: Okay"]
["Customer: Set up\nCustomer: Change wifi\nCustomer: Initial setup\nHuman Agent: Hello, my name is Grant. You will use the initial setup method to connect the cameras to a new Wi-Fi network. The cameras on your account will use the QR Code setup to connect.\nCustomer: I have a new router and need help connecting my cameras to it.\nCustomer: How do I do that?\nCustomer: Where do I get the qr code?\nHuman Agent: Do you still have the quick guide that came with the cameras?\nCustomer: No\nHuman Agent: Okay I can send you the QR code you need to start the set up. Do you have another phone to do the set up with so we can continue the chat on this device. If not do you have a computer that can display the QR code if I email it to you. If so what is the best email to send it to? \nCustomer: Charles1525@gmail.com\nHuman Agent: I have sent you the email with the QR Code. Tap the \"+\" icon on the app home screen in the top right. Make sure your camera is powered on and flashing green. Tap Start Installation at the bottom of the screen. Scan the QR code included in this email when prompted by the app. Follow on-screen instructions, input your WiFi password, and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Ok, thanks for the help!\nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: Tried 3 time. My phone will not connect to zmd sap\nCustomer: Tried that. Doesn’t see it\nCustomer: Done. No access to zmd sap\nCustomer: Phone will not connect \nCustomer: Did both those actions \nCustomer: Tried resetting phone and zmd \nCustomer: You’re not helping \nCustomer: -1\nCustomer: Live person please \nCustomer: New router and phone. Unable to connect \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: My cameras. 5, are outside in different places \nHuman Agent: Okay, well lets go to the easiest camera for you to get to or the one you want to setup first.\nCustomer: That’s difficult and will take time \nHuman Agent: The Device ID will let me look up the camera to see what setup method you will want to use. There is one camera that is not online on your account, and it uses the QR Code setup, not the Zink. So if the other cameras are the same, then that would be why you are not seeing the ZMD_SAP network. But I would need a Device ID to confirm the setup method for the camera.\nCustomer: Yes. \nCustomer: Does the box that feeds cameras to a monitor need to be plugged into Ethernet?\nHuman Agent: Yes, the NVR would need to be connected to the router with an Ethernet cable to be able to see and connect to the cameras once they are connected to your Wi-Fi network.\nCustomer: Oh. It’s not now. I will do that and try again \nHuman Agent: That would not change the setup for the cameras. The cameras would setup to the router.\nCustomer: Oh I see. So I’m back at square one. My phone will not connect to zmd sap still\nHuman Agent: Yes, as I said, the one camera on your account that is offline will use the QR Code setup, not the Zink setup. If the other cameras are the same, then you will not see the ZMD_SAP network. That is why I asked for the Device ID from the camera you are trying to setup.\nCustomer: Okay. Thanks. It will take quite a bit of time to get the device id for the 4 different cameras \nCustomer: Thanks for your help \nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: I’m having trouble scanning my QR code\nHuman Agent: Hi my name is Wendy.  The camera you are wanting to setup, is it new? or has it been setup before?\nCustomer: I can’t get my QR code to pair up with my camera \nHuman Agent: The camera you are wanting to setup, is it new? or has it been setup before?\nCustomer: New\nHuman Agent: Could you please let me know the model of camera and the device ID listed on it?\nHuman Agent: The ID will be on a sticker near the model.  It will start with ZMD or GSG\nCustomer: Zmodo zip-ibh27-w\nHuman Agent: thanks.  Please also let me know the device ID -it will most likely start with ZMD\nCustomer: 19g4ih410147\nHuman Agent: ZMD19G4IH410147 is the indicator light solid blue right now?\nCustomer: No it’s red\nHuman Agent: cup your hands around the lens.  YOu should see a green or blue indicator light that is either blinking or solid\nHuman Agent: The red light is the IR night vision light\nCustomer: It’s blue and it’s solid \nHuman Agent: okay.  are you wanting the camera connected to this email? Sandradarden34@gmail.com?\nCustomer: Yes \nHuman Agent: One moment\nHuman Agent: If you refresh the app or log out of the app and back in again you will see the camera on your account.\nCustomer: If I log out then I forget my password \nHuman Agent: If you don't want to log out you can just refresh the screen.  On the zmodo app main screen press and hold your finger near the to of the page and drag it down to refresh the screen\nHuman Agent: You can reset the password though if you forget it.  on the app login screen tap on \"forgot password\" to reset it"]
["Customer: Set up\nCustomer: On the Wi-Fi connection to the device.Does it have to be my Wi-Fi or the device Wi-Fi?Or how do I go about doing that\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Camera doesn't flash blue or green, won't connect to wifi\n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. If it isn't flashing, what is the current indicator light status on the camera? \nCustomer: It's flashing red\n\nHuman Agent: Okay, what is the ID of the camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Gsg5001c\nHuman Agent: That seems to be the first half, what is the second half listed below that?\nCustomer: 136977\nHuman Agent: Thanks. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Nothing \n\nHuman Agent: Nothing? As it in never flashed blue when you showed the code? Did you get the screenshot I requested?\nCustomer: This is my 5th camera, aren't they supposed to flash blue for setup, i have red\nCustomer: Just a second \nHuman Agent: This camera would flash red until it reads the QR code, then would go to flashing blue when trying to connect. Then would return to flashing red if it fails to connect. \nCustomer: Wait the qr code camera with the camera didn't it\nHuman Agent: I'm not sure what you meant. Could you elaborate?\nCustomer: Did a qr code come with the camera in the package? \nHuman Agent: I'm not sure, but I'm not referring to anything like that. I provided instructions on how to generate a QR code in the app to show to the camera and you said it didn't work to connect it, but hadn't provided the screenshot I'd requested for if it didn't work. Would you be able to provide a screenshot of that QR code from setup that you said didn't work? \nCustomer: I can't show you the QR code. It won't let me share the acreenshot\nHuman Agent: If you're having trouble sharing it here, I could provide an email or phone number to send it to  instead. Which would you prefer?\nCustomer: Email would be great, thank you \nHuman Agent: Okay, please send it to support@zmodo.com and let me know once you have sent it. \nCustomer: I sent you a email \nHuman Agent: Thanks. Please try taking that screenshot and pulling your fingers apart on it to make it bigger so that the QR code is larger without any of it's edges being cut off, then try showing it to the camera again after you have restarted the camera and it has returned to flashing red. Let me know if it goes to flashing blue at all at that point."]
["Customer: Troubleshooting\nCustomer: I have did all of this and nothing \nCustomer: Agent \nHuman Agent: How can I assist you?\nCustomer: I can’t get my camera to work \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD19G1IHC00504\nHuman Agent: Thank you. Let me take a look.\nHuman Agent: It looks like that camera is already connected to your Wi-Fi network. You will want to add it to your account with a LAN Search in the app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Smartz Eaze app and tap on Devices. Tap on Add Device and tap on the four squares in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: Ok and if this don’t work do you have A 800 number that I can talk to a live agent and they can walk me through it\nHuman Agent: You can tap on Schedule Call to make a callback appointment if you would like."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: please help.  I'm setting up my 2nd camera.  modelzp ibh23 w.\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: won't read the QR code with my phone.  I believe the last time you helped it was with my phone settings.     zmd19g1ihc06931\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: will do .  hang on.\nCustomer: unplugged.  now back i.  green light\nCustomer: flashing\nCustomer: now it's blue\nHuman Agent: Is it flashing blue or solid blue?\nCustomer: flashing\nHuman Agent: Did it change when you showed the QR Code to the camera? Or did it change on its own?\nCustomer: when I showed it the qr code.  but it's not reading and timing out.\nCustomer: now flashing green\nHuman Agent: Can you send a screenshot of the QR Code that you are showing to the camera?\nCustomer: ok.  hang on.\nCustomer: having trouble.  I'm on PC with our chat.  QR code on phone.\nHuman Agent: You can email it to support@zmodo.com\nCustomer: sent\nHuman Agent: Alright, there are a few things to check. First, can you make sure that the antenna is screwed in securely to the camera?\nCustomer: Check.  Done.\nHuman Agent: Can you go to your Wi-Fi settings and make sure that your phone is connected to your 2.4 GHz network? If it is connected to your 5 GHz network, then connect to your 2.4 Ghz network. Once you are connected to your 2.4 GHz network (or if you are already connected to it) then tap on the settings next to the network. Then tap on Forget to forget the network. That will disconnect you from the network and it will show up in the list of available networks. You can tap on it and enter the Wi-Fi password to reconnect to the network.\nCustomer: ok will do.  give me a sec\nCustomer: I think we had success.  Hang in there!\nCustomer: updating firmware\nHuman Agent: Okay, if it is on your account and letting you update, then that means the setup worked.\nCustomer: i believe you're right!  Thanks for your help.  But please stand by for a few to see if download succeeds.\nCustomer: Done!  Worked!  Thank you.  I'm all set.\nCustomer: GREAT Job Grant!\nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: I need to set up WiFi again in my cameras\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Hi\nCustomer: Agent \nCustomer: Agent \nCustomer: Ok\nHuman Agent: How can I assist you?\nCustomer: Thank you \nCustomer: Set my camera \nCustomer: Have been trying for 40 minutes \nCustomer: Not connecting \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Ok\nCustomer: D/static_file/201cc084bd_1_20250305091748.heic\nCustomer: Ok\nCustomer: ZMD 131ne2271747\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Ok\nCustomer: I have \nHuman Agent: Okay, so can you tell me what light you see in the camera when you plug it in?\nCustomer: Blue blinking \nHuman Agent: Okay, watch the light as it will change from the blinking blue. It will change to either a solid blue or a flashing green. If it changes to flashing green, it may only change briefly before going back to flashing blue, so watch the light closely and let me know when it changes.\nCustomer: It just did\nCustomer: And went back to flashing blue \nHuman Agent: Okay, what did it change to?\nCustomer: Flashing green \nHuman Agent: Alright, that means it is ready for setup. So when it is flashing green, you will want to show the QR Code to the Zmodo camera.\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I have been doing that\nCustomer: Couldn't hear no click sound \nHuman Agent: Okay, that is fine. Lets do it again now that you have rebooted the camera by unplugging it and plugging it back in.\nHuman Agent: You should not hear a clicking sound during the setup.\nCustomer: I also can't find zmd on my wifi \nCustomer: Ok\nHuman Agent: You also should not find the ZMD_SAP network. I will send the setup instructions again. You will want to follow the QR Code setup instructions.\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: It keeps saying connection timed out\nCustomer: My wifi password is correct and everything \nCustomer: Hi\nCustomer: Hello\nHuman Agent: That is fine. We are not worried about what it says on the app. We are worried about the light on the camera. When the light is flashing green you will want to hold the phone screen close to the camera lens and pull it back to 8-10 inches or even further.\nHuman Agent: Can you send a screenshot of the QR Code that you are showing to the camera?"]
["Customer: How do I get my kitchen camera on my phone after deleting it by accident\nCustomer: Don't have three dots on my phone after I hit the settings icon \nCustomer: Can't get kitchen camera on my phone. It's online \nCustomer: How do I  check the settings on the kitchen camera if it's not on my phone \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: ZMD19A4IH506639\nHuman Agent: Can you press the plus sign on the top right down at the bottom select the option that states \"Wired camera or wifi camera already solid blue? tap here to add it\" tap there and let me know if it shows the camera/s.\nCustomer: Is that number okay \nHuman Agent: Yes thank you \nHuman Agent: Can you press the plus sign on the top right down at the bottom select the option that states \"Wired camera or wifi camera already solid blue? tap here to add it\" tap there and let me know if it shows the camera/s.\nCustomer: I don't not see a plus sign\nCustomer: I have other cameras on this app \nHuman Agent: Okay I can try and add it from my end, would you just like it named Kitchen?\nCustomer: Please thank you \nHuman Agent: Can you sign out and sign back in, let me know if it shows the kitchen camera\nCustomer: Do you mean on this app\nHuman Agent: Yes \nCustomer: I will lose you \nHuman Agent: You can always rejoin the chat \nCustomer: Oh okay \nCustomer: Yes it's there. Thank you so much \nHuman Agent: You're welcome, is there anything else we can help with today? \n\nCustomer: Yes I am showing the stairway on the phone but it's saying \"establishing connection \"\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: What do I do for that one \nCustomer: Hold on\nHuman Agent: Okay\nCustomer: Blinking blue \nHuman Agent: Can you unplug the camera, wait 30 seconds then plug it back in. Let me know if you see any lights after? \n\nCustomer: Solid blue \nCustomer: No sorry just started blinking blue \nHuman Agent: Okay let me know if it goes solid\nCustomer: Not going solid \nHuman Agent: Lets try to bring it online via the QR code. Tap on devices on the Smartz app then at the bottom tap on add device. From there follow the onscreen instructions. \nCustomer: The camera is too high for me to reach. I will have to try that when my husband gets home \nHuman Agent: Okay \nCustomer: Thanks so much for all your help \nHuman Agent: Happy to help, if you still have issues with that one camera please let us know. \nCustomer: I will \nHuman Agent: I hope you have a great day!"]
["Customer: Troubleshooting\nCustomer: I have a message that my cameras are establishing a secure video connection. I had an internet disruption over the weekend. \nCustomer: The lights are flashing blue\nCustomer: How do I check in the app for wi fi connection\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If the cameras are not a solid blue that means they are offline, you can try rebooting the cameras by unplugging and plugging them in, you can also try rebooting the router by unplugging and plugging it in, its possible that if the Wi-Fi info changed slightly and you may need to go through the setup again to reconnect"]
["Customer: I cannot get  my  zmodo camera to work \nCustomer: I tried to I put my  wifi on  and it will not work  it will not let me pay  4 dollars for it \nCustomer: Do you have a  contact number I cannot keep  trying this \nCustomer: I just  send my  camera back \nCustomer: I don't know how to do that \nCustomer: It's  what me to pay 4 dollars but it will not take it \nHuman Agent: Hi my name is Wendy\nHuman Agent: What is the device ID on the camera you are needing help with?\nHuman Agent: the ID will be listed on a sticker on the camera and it will start with ZMD or GGS\nCustomer: D/static_file/55b520adad_1_20241004134315.jpg\nCustomer: I\nHuman Agent: What are the device IDs?\nHuman Agent: D/static_file/79821aa29b_1_20241004134350.png\nCustomer: D\nCustomer: D/static_file/14820cc43f_1_20241004134513.jpg\nHuman Agent: I need the device ID listed on the cameras."]
["Customer: Unable to join network \nCustomer: Contact support\nCustomer: My camera won’t connect\nCustomer: I got a new wifi modem and the other cameras connected and one will not\nCustomer: It’s asking to join the zmd network and keeps saying unable to join. Only the one camera \nCustomer: Can’t I speak to someone?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Do you have an android or an apple phone?\nHuman Agent: We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: Phone. 6619651482\nCustomer: Apple\nHuman Agent: I will send you the call scheduler now, the times are scheduled for central time zone and when entering your phone number don't put any spacing or dashes or else it will not submit. \nHuman Agent: Sent now"]
["Customer: Troubleshooting\nCustomer: I recently changed my wifi password and now my 4 cameras don't hook up.  I can't get on a ladder,  so now what can I do to get them reconnected?\nHuman Agent: Hello, my name is Grant. You would need to setup the cameras with the initial setup method using the new Wi-Fi password. The four cameras on your account will use the QR Code setup or the Zink setup to connect.\nCustomer: I can't find the place to enter my new wifi password \nHuman Agent: You would use either the QR Code setup or the Zink setup to connect the cameras.\nHuman Agent: To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nHuman Agent: You can also use the Zink setup method to connect the cameras. Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: I don't have the QR codes for that anymore.  \nHuman Agent: You may the QR Code in your app.\nCustomer: OK, I will try that .\nHuman Agent: The instructions I sent for the QR Code setup gives step by step instructions to make the QR Code on your phone screen.\nCustomer: OK, Hopefully it works 💪"]
["Customer: Troubleshooting\nCustomer: Nothing works\nCustomer: Representative \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera you are trying to setup or one that was used in the past? can you send me the cameras Model and ID number as well I will lookup info on it. the ID will start with ZMD or GSG on the sticker not the fccid. \n\nCustomer: Ok \nCustomer: Camera worked in past\nCustomer: Zmd13D5E2200163\nCustomer: Ez Cam\nHuman Agent: Okay while the camera is plugged in, What color are the lights and are they flashing or solid?\nCustomer: Light is green \nHuman Agent: I was not able to find that device with the ID number, can you take a picture of the cameras sticker and send it to me to try and search for it again?\nCustomer:  Model zh-IXY1D\nCustomer: D/static_file/9c21772210_1_20250311150905.jpg\nHuman Agent: The ID numebr is too blury for me to make out.\nCustomer: Zmd13dse2200163\nCustomer: D/static_file/a4ca367555_1_20250311151130.jpg\nHuman Agent: Okay, that ID does pop up in the system, This cameras setup is the QR code setup, have you tried to go through that setup with the camera at all?\nCustomer: No\nHuman Agent: Okay, Here are the steps for that setup that you can follow, make sure when you show the code to the camera that the camera is not upsidown\nHuman Agent: QR Code Set Up steps\n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nCustomer: I have it working thanks\nHuman Agent: Fantastic, that's great news. Any other questions I can assist you with before we go today?"]
["Customer: Troubleshooting\nCustomer: Cameras won't connect \nCustomer: Not working\nCustomer: Camera still won't connect\nCustomer: Wifi won't connect\nCustomer: Rep\nCustomer: D/static_file/06aacd35d5_1_20241029102740.jpg\nCustomer: D/static_file/3fea802c6a_1_20241029102752.jpg\nCustomer: I cannot get my cameras to connect again\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: It is connected to the 2.4\nHuman Agent: Okay.\nCustomer: I can't get it to read the code\nHuman Agent: So when you show the code, it never goes to a blinking blue?\n\nCustomer: No\nCustomer: For some reason it disconnected and I can't get it reconnected \nHuman Agent: Okay, were you able to get the screenshot of the QR code I requested in the instructions?\nCustomer: D/static_file/7cd7fb23e7_1_20241029103326.jpg\nHuman Agent: Thanks, please swap your phone to light mode and then try again. Dark mode as you're using here can sometimes make it harder for the camera to read the code. \nCustomer: D/static_file/52c0105609_1_20241029103707.jpg\nCustomer: Still not connecting \nHuman Agent: Okay, and it still will not flash blue at all when shown this code?\nCustomer: No\nHuman Agent: Okay, please restart the camera, try again, and let me know if it reacts. It will need to not have the night vision lights on when showing the code to see it. \nCustomer: Okay\nHuman Agent: Thanks. \nCustomer: It keeps blinking green\nHuman Agent: Okay, so when showing the code, it never goes blinking blue still? And to be clear, you're holding the camera about 6-8 inches from the QR code on your phone screen so that it is looking at that QR code, correct?\nCustomer: Correct\nHuman Agent: Okay, do you have any cracks on your screen over where the code is displayed?\nCustomer: No\nHuman Agent: Okay, let's try the Zink setup method. In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\nCustomer: D/static_file/2075acdb98_1_20241029105958.jpg\nCustomer: It's not moving from this screen\nHuman Agent: Please make sure your phone is still connected to ZMD_SAP, turn off your phone's mobile data (you'll want to turn it back on once fully done, but it can sometimes get in the way of the setup, and ensure you're staying within 10 feet of the camera. \nCustomer: It will not connect to the zmd_sap now\nHuman Agent: Do you not see the network available or is it just failing to connect? If the latter, make sure you're close, that the antenna is on the camera tightly, and try a few more times. \nCustomer: Failing to connect\nHuman Agent: Please restart the camera, then once ZMD_SAP reappears, try a few more times to connect.\nCustomer: D/static_file/944990b3df_1_20241029110907.jpg\nCustomer: D/static_file/2b983f942f_1_20241029110915.jpg\nHuman Agent: Please restart the camera, then once ZMD_SAP reappears, try a few more times to connect.\n\nCustomer: It is still not connecting \nHuman Agent: Is the camera plugged directly into a wall outlet without any sort of extension cable?\nCustomer: D/static_file/173ae15339_1_20241029111749.jpg\nCustomer: It won't let me select the network \nCustomer: It is connected to the wall\nHuman Agent: Is your phone's data currently off?\nCustomer: No\nHuman Agent: Okay, as I mentioned it can get in the way of the setup so we'll want to keep it off until we are done with the setup. \nCustomer: Oo\nHuman Agent: Hm? I'm not sure what you mean. \nCustomer: D/static_file/166cd1f677_1_20241029112324.jpg\nCustomer: It just keeps spinning on this page\nHuman Agent: Okay, if your data is off, you're next to the camera, and your phone is still connected to ZMD_SAP, it unfortunately seems like it is not going to work there. Our next best option would be to reset the other camera and then set it back up near this one in hopes it could pull it online, though there would of course be some risk there since we'd be resetting that camera. Would you like to try that?\nCustomer: Yes\nHuman Agent: Okay, once the puerta camera is back to flashing, you may do the QR setup with it while the other camera is plugged in near it. \nCustomer: D/static_file/c068862868_1_20241029113419.jpg\nCustomer: D/static_file/2859287083_1_20241029113422.jpg\nHuman Agent: That would generally imply an issue with the information entered, though were you able to try the QR setup I recommended for the puerta camera?\nCustomer: Ok\nHuman Agent: Were you able to try the QR setup I'd recommended for it?\nCustomer: I am trying\nHuman Agent: Okay. Does this one go to blinking blue when you show the code? \nCustomer: Didn't connect \nCustomer: And no light\nHuman Agent: The camera has no indicator light whatsoever?\nCustomer: No\nCustomer: And zink didn't work either \nHuman Agent: No indicator light would generally mean no power. If you cover the lens with your hand, does the red night vision light come on?\nCustomer: Yes\nHuman Agent: Okay, that at least implies it is powering on if it's getting that light. Please unplug it, plug it back in, and let me know if you see any other lights. \nCustomer: Green\nHuman Agent: Okay, it should be solid green when first started, then blinking green after that point. Is that what you're seeing?\n\nCustomer: Yes\nCustomer: Can my camera for the puerta be reconnected \nHuman Agent: Are you able to try the QR code with that camera, let me know if it changes to flashing blue when you hold the QR code to the camera? \nCustomer: Thr qr code doesn't work nor the zink\nCustomer: Yes\nHuman Agent: Those are the only set up methods for the camera. \nHuman Agent: How far is the camera from the router? \nCustomer: 5 feet\nHuman Agent: Okay do you have another phone you could try the set up with? \nCustomer: I have never had an issue before..can my camera for the puerta be reconnected \nCustomer: Other reps have added the camera for me\nHuman Agent: We can help add the camera to the account, but we cannot add the camera to the wifi network for you. It has be set up by someone at the location of the camera. \nCustomer: Ok\nCustomer: Please add the cameras\nHuman Agent: The cameras are already on your account. I cannot add them to your wifi. \nCustomer: Two are missing as one is not connected at all\nHuman Agent: Could I have the IDs of the missing cameras? \nCustomer: D/static_file/a6c60c18ed_1_20241029123203.jpg\nCustomer: D/static_file/58472d57c4_1_20241029123213.jpg\nHuman Agent: Those are back on your account but they are also offline. \nCustomer: Ok how does my camera for the puerta be reconnected because he disconnected it\nHuman Agent: Via the QR code set up, Is this device connected directly to the wall outlet with the provided power cable? \n\nCustomer: Power cable\nHuman Agent: Sorry I am not sure what that means \nCustomer: It is not directly into the wall as it is outside \nHuman Agent: Okay can you bring the camera inside and plug it directly to a wall outlet. \nCustomer: Yes I will have to unscrew it\nHuman Agent: Okay let me know once it is inside and power on. \nHuman Agent: Are you still working on it?"]
["Customer: Set up\nCustomer: We have a new motum & I can’t connect my cameras\nCustomer: Can you call me\nCustomer: Call me\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 18ADIH502049\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Flashing green lite\nHuman Agent: Alright, if the light is flashing green, then that means that the camera is ready for setup. Lets try the QR Code setup again here. To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nHuman Agent: When you get the QR Code on your phone screen, hold the phone screen close to the Zmodo camera lens and slowly pull it back. Watch the light closely in the camera lens and let me know if it changes at any point from the flashing green while you are showing the QR Code to the camera.\nCustomer: Okay be patient hope I don’t loose you\nCustomer: So I did all the steps & held the QR code up to the green light. I heard the camera click a few times and nothing happened. \nHuman Agent: Did you watch the light in the camera while you were showing the QR Code to the Zmodo camera?\nCustomer: Yes I can see it slightly. It flashes & I held it 8 inches from screen\nHuman Agent: Okay, so hold the phone screen close to the Zmodo camera lens and slowly pull it back. Watch the light closely in the camera lens and let me know if it changes at any point from the flashing green while you are showing the QR Code to the camera.\nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the Zmodo camera?\nCustomer: It just stayed flashing green\nCustomer: D/static_file/bde847b1f8_1_20250212161002.jpg\nHuman Agent: That is the Device ID from the camera. Can you send a screenshot of the QR Code that you are showing to the Zmodo camera?\nCustomer: We got a new motum installed in the store today by the phone company. It threw off all of our WiFi cameras & Sonos radio\nCustomer: D/static_file/e84f0f632a_1_20250212161204.png\nHuman Agent: Do you still have your old router or any Wi-Fi extenders?\nCustomer: No all new everything \nCustomer: The phone company took everything \nHuman Agent: It looks like your phone is connected to your 5 GHz Wi-Fi network. You will want to go to your Wi-Fi settings and connect to your 2.4 GHz network.\nCustomer: Is that on my desk top\nHuman Agent: On your phone settings.\nHuman Agent: You will go to your Wi-Fi settings and connect your phone to your 2.4 GHz network.\nCustomer: Is that in the camera app?\nHuman Agent: No, it is in your phone settings.\nCustomer: Ok\nCustomer: D/static_file/bbd73ecf4c_1_20250212161630.png\nCustomer: This is all I see\nHuman Agent: So, you would connect to your 2.4 GHz network. That would be the one named \"Parkside\".\nCustomer: Okay,, I connected to Just parkside\nCustomer: Not using 5G\nCustomer: Is that right\nHuman Agent: You need to be connected to the 2.4 GHz network because the cameras will connect to the 2.4 GHz network and not the 5 GHz network. You were previously connected to the 5 GHz network, so the camera would not connect.\nCustomer: G Cameron, so do I need 5G cameras or can I use the old Parkside app and re-scan it?\nHuman Agent: No, once you are connected to the 2.4 GHz network, you will do the QR Code setup."]
["Customer: How do I put my camera on a different wifi\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: I added my camera and it connected.  Then i deleted it by accident.    Now when i try to add again it doesnt appear in my list but it shows connected. \nCustomer: Its not. Ive tried twice.  It turns to blue light but doesnt show in my camera list\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Sure. One moment. \nCustomer: ZMD17WI8904030\nCustomer: Hello\nHuman Agent: Alright, I think you were missing a letter from your Device ID, but I think I found the camera. That is why it took me a little bit of time to find it.\nHuman Agent: You will want to add the camera with the LAN Search in your app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: Ok. Let me try to add\nCustomer: Awesome!  Thanks Grant so much.   Have a great rest of your day!! \nHuman Agent: You're welcome. You have a good day, too."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?\nCustomer: I’m connected to my 2.5 GHz Wi-Fi, under the password, I’m scanning the QR code on my phone with the camera and it beeps but nothing ever happens. There was a blue blinking light on the side of the camera while it was beeping, but it never connects.\nCustomer: Sorry that line should say and I’ve entered the router password. \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Not sure where that would be but the box  says SD – H2927 – A.  Could that be it?\nHuman Agent: It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I see. Yep. ZMD19H318D34650.\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: I get a red light in the front that goes away. And I have a blinking green light on the side.\nHuman Agent: Alright, lets try the QR Code setup again. Open the app and tap on Devices and then tap on Add Device. Follow on-screen instructions and the app will ask for your Wi-Fi password. A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nHuman Agent: When you get the QR Code on your phone screen, you can try holding the phone screen close to the Zmodo camera lens and slowly pull it back. Watch the light closely on the camera and let me know if it changes at any point while you are showing the QR Code to the camera.\nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the Zmodo camera?\nCustomer: How do I do all this without losing you?\nHuman Agent: The chat will remain open for at least 7 minutes, so you can come back to the chat. And if the chat times out, then you can always start a new chat.\nCustomer: It worked that time! Maybe I wasn’t close enough to the camera. But now I’m in a window that is asking me to select a plan. I don’t want a payment plan but it it won’t let me select the plus unlimited plan\nCustomer: I don’t understand this window at all. I have had two other  zmode cameras and I didn’t have to pay for basic service. That’s what I’m looking for or I’ll need to return these.\nHuman Agent: You can just tap next without selecting a subscription plan or you can just tap the back arrow at the top to back out of the window.\nCustomer: oh got it. Good. I have another one to set up, but I think I’ll proceed with that on my own and be back in touch if I need any further help. Thanks for the chat.\nHuman Agent: You're welcome.\nCustomer: PS. I have had the other cameras for several years. I really like these, which is why I ordered two more identical ones.\nHuman Agent: I am glad they are working well for you. Do you have any questions about the cameras?"]
["Customer: Set up\nCustomer: I deleted 4 cameras from a old account, one camera came up just fine, the other 3 are just blinking green \nCustomer: I have tried power cycling, and when I tried to do Zink it says it can’t join zmg_sap\nCustomer: Zmd_sap does not show up as a network \nCustomer: My phone show it has my internet connection, 1 gig speed, the one camera works just fine. I am within 3 feet of cameras and 8 feet of router\nCustomer: Rebooted everything still no luck\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the devices, would you be able to send me the Model and ID number from the cameras that you wanted to connect, with that I can better provide assistance. \nHuman Agent: The ID number will start with ZMD or GSG, it is not the FCCID at all. \nCustomer: ZMD1313E2202825\nZMD1313E2202838\nZMD1313E2202646\nHuman Agent: Okay, for all 3 of those cameras the setup they will  use is not the zink setup, it would be the QR code setup.\nHuman Agent: QR code setup directions/steps \n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nHuman Agent: Here are the directions for the QR code setup, go through this setup instead of the Zink setup and let me know if you have any trouble or have any questions. \nCustomer: Thank you all is good \nHuman Agent: Great! have a good day."]
["Customer: Troubleshooting\nCustomer: Agent \nCustomer: Agent \nCustomer: Agent I would like to upgrade my internet. Do I have to reset my cameras if I get a new modem?\nHuman Agent: You would need to connect the cameras with the initial setup method again with the new Wi-Fi information.\nCustomer: Thank you \nHuman Agent: You're welcome."]
["Customer: I am wanting to add two torches to my home Wi-Fi and I’m having difficult to getting them set up\nCustomer: I have two torch cameras that I want to add to my existing cameras on my home Wi-Fi. I’ve use these cameras in the past, but I’m having difficulty adding them. It’s timing out and not reading the QR code.\nCustomer: They are right next to the Wi-Fi router. I am using the correct password.\nCustomer: I need your assistance. Can you please call me?\nCustomer: I’m wanting to add my two torch cameras to my home and I’m having difficulty getting them added\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD12LC88002048\nHuman Agent: What light do you see on the camera?\nCustomer: It’s flashing green\nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Yes, I can find it\nCustomer: Should I connect to it?\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera."]
["Customer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. Ezlink is typically only used with some of our oldest devices."]
["Customer: Agent\nCustomer: Thanks\nHuman Agent: How can I assist you?\nCustomer: I changed my wifi and really screwed up the cameras trying to update them.  I finally scrapped the wifi changed and need to get the cameras back online\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Uh oh, I painted some of them\nCustomer: They are flashing green\nHuman Agent: Okay, can you give me the Device ID of any of the cameras?\nCustomer: Does this work?\nCustomer: D/static_file/8d7bff1047_1_20240930162206.jpg\nHuman Agent: Thank you. That camera will use the Zink setup. Can you please unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it back in?\nCustomer: Solid green?\nCustomer: Now flashing green\nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Yes i see it\nCustomer: Can i close chat without losing you?\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nHuman Agent: Yes, you can come back to the chat.\nCustomer: Ok hang on\nCustomer: I am here\nCustomer: All good!  Thank you!!\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: I have new Wi-Fi how can I change or update the new wifi\nCustomer: I did go to the settings and I see nothing for Wi-Fi\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. \nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: How to change wifi passworf\nCustomer: Didn’t work \nCustomer: -1\nCustomer: Change WiFi password\n\nCustomer: Change WiFi password for cameras\nHuman Agent: Hello, you've reached customer care. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD18ADIH530753\nCustomer: ZMD18ADIH530754\nCustomer: ZMD18ADIH530755\nCustomer: ZMD18ADIH530756\nCustomer: Are you there?\nHuman Agent: Yes\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\nCustomer: Blinking green \nCustomer: So?\nCustomer: Are you there?\nCustomer: Guess not \nHuman Agent: Yes I am here. \nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code.\nCustomer: So if I had the cameras for years and had to get a new wifi password I have to remove the cameras to change the wifi password on them?\nHuman Agent: You do not need to remove the cameras, but yes you will need to set them back up as if they were newer devices. \nCustomer: Hello \nHuman Agent: Were you able to try the QR code?"]
["Customer: My device zmd18flig522437 will not change from solid green no matter what I do \nCustomer: It was working fine until today\nCustomer: Representative \nCustomer: Hi grant. Can you see my previous message \nHuman Agent: If the light does not change from a solid green shortly after you plug it in, then that indicates a power issue.\nHuman Agent: Is the camera plugged in to an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: Crazy but the light just changed to solid blue. Halloween is right around the corner👻\nCustomer: And to answer it’s plugged into an extension \nHuman Agent: If the light is solid blue, then you can add it to your account with a LAN Search in your app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: Thx\nHuman Agent: You're welcome.\nCustomer: How do I get rid of window glare\nHuman Agent: You can try turning off the Night Vision in the Device Settings for that camera. If that does not help, then you can try moving the camera.\nCustomer: Okay. Thanks again. I need to have it where it is as it monitors our pool. \nCustomer: Thanks for all your help. Enjoy the day \nHuman Agent: You're welcome."]
["Customer: My camera isn’t reading the QR code\nCustomer: Already tried\nCustomer: The camera doesn’t reading the QR code. Sometimes it’s green sometimes it’s blue. Tried different thing and nothing works. It’s an outdoor camera\nCustomer: Already tried\nCustomer: Already provided more details \nCustomer: Speak with a tech agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you send me the cameras Model and ID number, the ID will start with ZMD, with that I can check what setup the cameras uses.\nCustomer: Thanks, Kylie!\nCustomer: Model: ZP-IBH15-W\nCustomer: ID: 12DS83001381\nCustomer: Have another one (I purchased them as a package) currently working perfectly\nHuman Agent: Okay, when you look at the lights on the camera what are they doing right now? what color are they and are they flashing or solid?\nCustomer: Right now just turned it on again… and are blinking green. (Tried before and also got them blue)\nCustomer: Actually varies between solid and flashing. Now solid \nHuman Agent: Okay wait a moment and I will see if it tells me it is online at all, will give it jsut a minute to see if it tells me or not. Let me know if the light changes on its own and what it does though.\nCustomer: Noted. Just flashed briefly back to solid now\nCustomer: Always in green\nCustomer: Flashed again thrice back to solid\nHuman Agent: Okay, did you see it turn solid green at all?\nCustomer: Yea. Now it’s solid green\nHuman Agent: That's not a good sign, this indicates that their is either a cord, outlet, or camera issue. Can you try swapping this cameras cord with another one to see how it reacts or try another outlet first?\nCustomer: D/static_file/a1e4493ccb_1_20241227170455.jpg\nCustomer: Tried different outlets already biter me try different cord\nCustomer: But*\nCustomer: Ok. Switched cords already\nCustomer: Now it’s blinking blue\nCustomer: And solid blue now\nHuman Agent: Okay watch it and I will check to see if its online or not\nCustomer: Thanks!\nHuman Agent: I don't see where its currently online, its still telling me its offline. When you set up this camera before did you set it up on the current router or did you set it up on a Wi-Fi extender or another router at all?\nCustomer: It should have been set up on the same router/wifi —-I’d be surprised otherwise, but it was a long time ago so I’m not 100% certain\nHuman Agent: Okay, there's not a way for me on my end to check what it was set up on. One thing you could try is to unplug the router and leave it unplugged to see if the camera changes from solid blue to flashing, if it does then it is set up on that router, if it does not then its connecting to something else.\nCustomer: I’m on it\nHuman Agent: Okay\nCustomer: Ok so router off, and camera flashing green now\nHuman Agent: Okay, so this tells us that the camera was connecting to this router, but it was not getting any internet from the router, Plug it back in then if the cameras on its own goes back to solid blue let me know and I will check to see if the router reboot helped it to come online, if not I will let you know. \nCustomer: Understood. Router on again.\nHuman Agent: Okay, once its booted up the camera should try to connect on its own, if it doesn't right away though give it a quick reboot.\nCustomer: Internet back on. Camera back on solid blue\nHuman Agent: Okay let me check\nCustomer: Thanks!\nHuman Agent: It may be online now, its hard for me to tell this time, I can add it to your account so you can see if you can view it live, When I add it back to the account I jsut have to name it, what do you want me to name it?\nCustomer: Notes. Name: NewCamera\nCustomer: Noted*\nHuman Agent: Okay, one moment\nCustomer: Thanks!\nHuman Agent: I added the camera to the account now\nHuman Agent: you may have to refresh the app to see it pop up on the device list but let me know if when you click on the device live you see it or not.\nCustomer: I see the new device but don’t see it live\nHuman Agent: Okay, is it still solid blue?\nCustomer: Yes, solid blue\nHuman Agent: Okay, the camera is connecting to the router, but the router is not giving it any internet. Do you know if you can access the routers settings to check and make sure this device is not being \"paused\" or blocked by the routers firewall? \nCustomer: That may be beyond my current knowledge -but will do my homework. I have noticed my internet has been/is spotty… for instance, the camera “frente casa” (which is same model same router) was working fine before and now it’s also not live \nCustomer: From your end, can you see whether the NewCamera is with the same connectivity features as “frente casa”? That could be useful to know\nCustomer: But it seems to me that I now need to do some homework on my end while also check the internet \nHuman Agent: Okay, The Frente camera is the same type of camera as this camera we are troubleshooting yes \nCustomer: Good to know. \nCustomer: Thanks!\nCustomer: You have helped more than I could have asked for!\nCustomer: I’ll keep working on my end, and reach out again if something comes up\nHuman Agent: firewalls can be strange, sometimes they will allow some devices to connect and get internet while stopping others, if that is happening you should be able to see it on the router itself but sometimes routers can be tricky. Each router can be vastly different and can be difficult to navigate to see if it is or not, I would advise looking up your type of router to find out if you can do it yourself, if not you may have to contact the ISP to see if they have that ability.  \nCustomer: From my end then, nothing further for now, Kylie. Just thanking you again and wishing you and great weekend and end of the year!\nCustomer: Duly noted! Taking notes and learning a lot today! \nHuman Agent: Okay, thank you, I wish you the same and hope you have a great night.\nCustomer: Thanks!!"]
["Customer: Troubleshooting\nCustomer: We have zmoto and recently switched our Wi-Fi. How do I get in to change our network on our cameras?\nCustomer: Not finding access device settings on our app\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: Help my phone keeps saying on app 5G is not supported \nCustomer: Do you have a phone # I can call\nHuman Agent: The app will always tell you that 5 GHz networks are not supported. That does not stop your from going through with the setup.\nHuman Agent: You just want to be sure you are connected to your 2.4 GHz network.\nHuman Agent: We do not have a phone number that you can call in to. You can tap on Schedule Call if you would like to make a callback appointment.\nCustomer: I have set these up before a lot of times I have a new iPhone 16 and I’m connecting to my Wi-Fi which is 2.4 and I can’t switch on my phone keeps saying 5G not supported and I’ve tried everything possible\nCustomer: 561 294 2628\nCustomer: Scott\nHuman Agent: You would tap on Schedule Call if you want to make a callback appointment.\nHuman Agent: As I said, the app will always tell you 5 GHz Wi-Fi networks are not supported. It says that whether you are connected to 2.4 GHz, 5 GHz, or even if you weren't connected to Wi-Fi.\nHuman Agent: What does it say at the bottom of that screen right above the Next button? Does it say \"Using Cellular Data\"?\nCustomer: I just filled out everything and it won’t light up submit\nHuman Agent: You will need to remove and dashes or spaces in your phone number if you have them.\nCustomer: Ok\nCustomer: You have to resend me Schedule call cause it won’t light up now\nCustomer: I just sent a call in\nHuman Agent: Alright, then we will call you during your scheduled callback appointment time."]
["Customer: Set up\nCustomer: Hello, I am trying to set up the camera \nCustomer: Green\nCustomer: Blinking green\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you setting up the camera on your account named Flores House?\nCustomer: I am trying to set up the camera \nHuman Agent: The one on your account named Flores House, correct?\nCustomer: Yes\nCustomer: The lights are green\nCustomer: Blinking \nHuman Agent: Okay, this device looks to be on older firmware so when it connects it will likely need updated before it can be viewed. In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily."]
["Customer: I have 2 houses need to use 2 different passwords wont take password \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. I'm sorry, can you elaborate on what you mean? I'm not quite sure what passwords you're referring to. If you mean wifi passwords when setting up cameras, you would just set up each camera separately. If you mean account password, you can only have 1 password set on an account at once. \nCustomer: I have two houses in different towns i tried start iver many times wont take second house password\nCustomer: Wifi password \nHuman Agent: You can just use a single account for both houses. For setup, you would just set them up separately. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Modelzp ibh27 w\nHuman Agent: That is the model rather than the ID. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Zmd19g41h4d00896\nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: I have no idea how to do that\nHuman Agent: You would follow the instructions I posted. Was there a part you were having trouble with? \nCustomer: How get 2.4\nCustomer: I have 5 g\nHuman Agent: You would need to connect to your router's 2.4Ghz network. All modern routers should be capable of broadcasting 2.4Ghz networks and generally would have one set up by default. If you have only a single network listed, it's likely fine to use as in many cases both the 5Ghz network and 2.4Ghz network will just have the same name and password (and display as only a single network due to that). If it's specifically labeled 5G or 5Ghz in the network's name though, that would generally specifically only be a 5Ghz network which would not be compatible so you would need to connect to the router's 2.4Ghz network. \nCustomer: Thanks im to stupid to do this im sorry\nHuman Agent: No problem, not knowing information regarding 2.4 and 5Ghz networks does not make you stupid. Once you try running through the setup, if it does not connect, please send me a screenshot of the QR code so I may try to assist with troubleshooting further. \nCustomer: I took a screenshot but i dont know what how to get it to u\nHuman Agent: There is a camera icon you can tap on in the chat to send it. Otherwise if it is any easier I can also give information for sending it via email or text message as well. \nCustomer: D/static_file/c261335bd7_1_20250123170606.png\nHuman Agent: Thanks. When you showed this to the camera, did it blink blue at all or did it only blink green?\nCustomer: I saw green then i thin it blinked blue\nCustomer: I tried again blinked both\nHuman Agent: Okay, and it just ended up going back to blinking green eventually? If so, please go to your wifi settings on your phone and forget the wifi network you're using there. Once you see it listed again, tap on the network to reconnect. It will ask you the password for your wifi network. If it does not, it was not properly forgotten. Once you re-enter your wifi password, let me know if you were able to successfully reconnect to the network. If you need more information on how to forget a wifi network, please let me know if you are on an Android or iOS device. \nCustomer: K\nHuman Agent: Thanks. \nHuman Agent: It looks like ZMD19G4IH400896 is now online again. Did you have any other devices you wanted to set up?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: How to change to a new network?\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily."]
["Customer: The myshare camera we have is older and hasn’t been used in a while\nI am having trouble getting past the download and sign up for a free account step\nThe error message says can’t find network \nCustomer: Not correct error message… it now says “poor connection, please try again “\nCustomer: Our internet is a satellite “Starlink”… it has a strong connection \nCustomer: We do have an extender \nCustomer: And I’m standing right next to the router\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you take a screenshot of the page you are currently getting stuck on and send that to me in the chat here?\nCustomer: D/static_file/1955d9240d_1_20241217103517.jpg\nHuman Agent: You already have an account, as you are contacting me from the account, are you having trouble with the setup in the app itself or?\nCustomer: I have the app, but can’t seem to get the video coming through\nGetting “poor connection, try again later”"]
["Customer: Set up\nCustomer: I have moved locations so there is a different WiFi where the camera is now. I can't get it to connect. I have removed the camera from my device\nCustomer: It is not working\nCustomer: Set up\nHuman Agent: Hi my name is Wendy\nHuman Agent: What is the device ID on the camera you are wanting to setup to new wifi?\nHuman Agent: The ID will be listed on a sticker on the camera and will start with ZMD or GSG\nCustomer: Zm17kqih800626\nHuman Agent: ZMD17KQIH800626 can use QR code setup.  Is the indicator light blinking green right now?\nCustomer: Yes\nHuman Agent: QR code instructions: \n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*"]
["Customer: Set up\nCustomer:  We changed our WiFi name and password and now we can’t get the camera to link\nCustomer: We tried but it won’t go past the QR code step\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \n\nCustomer: ZMD15KQI5200240\nHuman Agent: It looks like it's online, but you'd deleted it from your account previously. In the future I would recommend not deleting devices when setting them up as it can make the process a bit more complicated. What would you like the device named? I can readd it to your account for you. \nCustomer: Bird Camera\nHuman Agent: Okay, if you do not yet see it on your home page, please pull down to refresh and you should see it. It will have central time as the default time zone. If that is not right for you, go to to the camera's live view, tap the settings gear in the top right, then the ... in the top right. From there you can select device time zone to update the time zone. Be careful not to hit reset there as that would reset it again. \nCustomer: Thanks we see it\nHuman Agent: Wonderful, is there anything else I can assist you with for now?"]
["Customer: Live agent\nCustomer: My 3 cameras just stopped working all of a sudden. I tried to chat with an agent on Saturday but no one was available\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: Let me get a step ladder real quick\nHuman Agent: Okay \nCustomer: Ok I have 3 that aren’t working do you want all 3 device id’s at once or one at a time?\nHuman Agent: No just the easiest one to reach? \nCustomer: ZMD14CJDA000871\n\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: No light at all but there was a green flashing light for a second when I unplugged it and plugged it back in\nHuman Agent: If you don't see a light on the camera it could indicate a power issue, to test if the camera has power can you cover the front of the camera to trigger the red night vision lights. Let me know if those come on. \n\nCustomer: It’s all 3 of them and they’re all plugged into different outlets\nCustomer: Let me walk back out there and see \nCustomer: I can hear it clicking\nCustomer: There is a flashing green light that comes on for a second after I take my hand away\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code.\n\nCustomer: Do I need to delete them off my app then reconnect them?\nHuman Agent: No need to remove them \nCustomer: Ok\nHuman Agent: Let me know if you see a solid blue light\nCustomer: It says connection timed out\nHuman Agent: Can you try a different camera, the camera should be flashing green while ready for set up then flashing blue when attempting to connect and solid blue when connected \nCustomer: Not working on any of them Lewis timing out\nHuman Agent: Do you see any lights \nCustomer: Not anymore\nHuman Agent: Are the camera high up and hard to reach? \nCustomer: It only starts flashing green when it sees movement\nCustomer: I’m on a step stool currently\nHuman Agent: The cameras do not do that. It indicates more of a power issue if its only flashing every so often.  \nCustomer: I just don’t see how all 3 of them that are plugged into different outlets all started having a power issue simultaneously \nHuman Agent: I agree. Can you bring one camera down and inside so its easy to reach \nCustomer: Let me see if I can\nHuman Agent: Ok\nCustomer: I’ll have to try that later… I can’t get them down without help\nCustomer: How long are yall open for live chat support\nHuman Agent: We are open till 6PM CST. We are open from 9AM CST to 6PM CST Monday to Friday"]
["Customer: Troubleshooting\nCustomer: The camera hasn't worked since I paid in January 2025\nCustomer: Agent\nCustomer: Agent \nCustomer: Grant I have been a long time zmodo customer over 4 years the camera not working since I paid the bill Jan 2025\nHuman Agent: The camera on your account is offline, which means it is not connected to the internet. Are you there with the camera to troubleshoot it?\nCustomer: Yes I am\nHuman Agent: Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Green\nHuman Agent: Is the light solid green or flashing green?\nCustomer: It's blinking\nCustomer: Flashing green\nHuman Agent: That means that it is ready for setup. To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I did all that in January I'll do it again.i held the camera in front the qr code\nCustomer: I did that it went solid blue when I did that in january\nHuman Agent: Alright, that is good. That means that it had connected. So lets try the QR Code setup again.\nCustomer: I'm doing it"]
["Customer: Live support \nCustomer: How to change router\nCustomer: Initial set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie. All the cameras currently tied ot this accoutn use the Zink setup, One moment and I will send you the directions for that setup\nHuman Agent: Zink Setup steps\n\n1.Check Network Compatibility:\n\nEnsure that the W-iFi network you want to connect the camera/s to, is operating on the 2.4GHz frequency.\n\n\n\n2.Access Zink Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the Zink option.\n\n\n\n3.Initiate Installation:\n\nEnter the number of devices you are trying to set up, tap on the check mark or next.\n\n\n\n4.Connecting to the ZMD_SAP\n\nTap on \"Tap Here to begin set up\" follow the onscreen instructions. The phone may warn you this network has no internet.\n\n\n\n5.Wi-Fi Password Entry:\n\nThe app will prompt you to select or enter your Wi-Fi name (SSID) and enter the Wi-Fi password. Remember the Wi-Fi and password are case sensitive.\n\n\n\n6.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nHuman Agent: Here are the Zink setup directions, let me know if you have any questions."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Live agent \nCustomer: Agent \nCustomer: Ok\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: I have 2 cameras that I can’t get to connect. My WiFi went out the other day and they came back on but have been offline since the 18th\nHuman Agent: Okay, it looks like 3 cameras on your account are currently offline, which are the two you're wanting help with? \nCustomer: One camera I was able to unplug and get it to connect back but not the other 2. I have also reset my router and unplugged the camera \nCustomer: Back \nCustomer: And I’m not sure if the other name\nHuman Agent: Okay, your other two offline cameras are Front and Smart Device. \n\nHuman Agent: They can all connect via the QR setup method, but the indicator lights may behave slightly differently. \nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: If I go look at them can I come back to the chat?\nHuman Agent: Yes, the chat will remain active for 7 minutes from the time of the last message. \nCustomer: Back and smart. I removed the front and couldn’t figure out how to add it back\nHuman Agent: Okay, both can use the QR setup I mentioned, though the lights will behave a bit differently if we have any issues during setup. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: I changed my modem and network name\nCustomer: I do not see WIFI setting on the app\nCustomer: -1\nCustomer: Can I talk to a gent\nCustomer: Can I call you..?\nCustomer: Phone #..?\nHuman Agent: If you changed your Wi-Fi network, then you would need to setup the camera with the initial setup to connect to the new network. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Yes\nCustomer: ZMD12K468271129\nHuman Agent: Thank you. That camera will use the Zink setup. Can you unplug the camera, plug it in, and tell me what light you see in the camera when you plug it in?\nCustomer: red\nCustomer: I have 4 camera\nHuman Agent: Is that the infrared lights for night vision around the camera lens?\nCustomer: It is outside and hard to see a light\nCustomer: what light should i be seeing..?\nHuman Agent: There will be a blue or green light in the camera when it is powered on.\nHuman Agent: Could you please check your phone's Wi-Fi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: yes i did\nCustomer: I clicked on it\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home Wi-Fi network name (SSID) and Wi-Fi password. Afterwards, you will need to connect your phone back to your home Wi-Fi network to access the camera.\nCustomer: Ok. let me do that \nCustomer: Should I choose QR Code..?\nCustomer: Oh Zink\nHuman Agent: Yes, you will select Zink."]
["Customer: Troubleshooting\nCustomer: Representative\nHuman Agent: How can I assist you?\nCustomer: Help with troubleshooting \nCustomer: Cameras aren't working \nCustomer: How do I make sure thre WIFI is programmed correctly?\nHuman Agent: There could be a few reasons the cameras are offline. Are you there with the cameras to troubleshoot them?\nCustomer: Yes\nHuman Agent: Okay, can you go to one of the cameras, unplug the camera, plug it back in, and tell me what light you see in the camera?\nCustomer: It's showing green\nCustomer: Blinking green\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Okay"]
["Customer: Troubleshooting\nCustomer: I am trying to add another camara and don't let me \nCustomer: I have only one camara in my account \nCustomer: Set up\nCustomer: Can you check my account \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera or one you have setup previously?"]
["Customer: Set up\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Costumer service phone number \nCustomer: Agent \nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: I can’t pick a call later \nI need to reset my zmodo mini with new wifi can u help me \nHuman Agent: I see three cameras on your account and you will set them up with the initial setup method to connect to the new Wi-Fi network.\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Should I delete the camera and set it up again casue the reset bottom is not clickable \nHuman Agent: No, you do not need to delete the camera and you do not reset it since the camera is offline.\nHuman Agent: Did you get my message with the setup instructions?\nCustomer: Yes I did I’ll try your instructions \nCustomer: So it’s not reading the GR code \nSome of my cameras are blinking green some blue \nHuman Agent: Okay, lets start with one camera. Can you unplug the camera, plug it back in, and tell me what light you see on the camera when you plug in?\nCustomer: Plugged in \nIt’s green \nCustomer: Now turned blue \nHuman Agent: Is the light flashing or solid?\nCustomer: Flashing blue \nCustomer: Now solid \nHuman Agent: It looks like it read the QR Code and connected. The camera named \"Studio3\" is showing online now.\nCustomer: Ok let me check \nCustomer: Yes it is \nOk should I do the same with others correct?\nHuman Agent: Yes, the other two cameras will use the same setup method.\nCustomer: Trying the studio 2\n\nCustomer: That’s worked \nTrying the office \nAlso I deleted the 4th camera yesterday \n\nI can add that too correct ?\nHuman Agent: Yes, you can add a camera that you removed from your account when you setup the camera.\nCustomer: Ok great \nThey all work now \nThank you very much \nI appreciate your help \nHuman Agent: You're welcome."]
["Customer: Live chat\nCustomer: Talk to someone \nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: I don’t see that button\nHuman Agent: I have already manually taken over the chat so there is no longer a button. \nCustomer: Agent\nHuman Agent: As I mentioned you are already speaking to one. I had asked how I can help previously. \nCustomer: My camera isn’t syncing \nCustomer: Please help\nHuman Agent: I see the camera on your account is currently offline, is that what you mean? If so, what is the current indicator light status on the device? I'll need to know color and whether it is blinking. Red lights are night vision and can be disregarded. \nCustomer:  Green\nHuman Agent: Is it solid or flashing?\nCustomer: Flashing \nHuman Agent: In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\nCustomer: I already tried scanning the barcode on the device \nCustomer: That didn’t work\nHuman Agent: I did not mention anything regarding scanning a barcode. You will need to follow the instructions in my previous message. \nCustomer: I see okay I thought it would be quick and easy I’ll have to do it another time then \nCustomer: I was hoping there was something you could do from your end\nHuman Agent: Unfortunately camera set up must be done from that location. It is not possible to do anything remotely when a camera is offline since it does not have internet access. \nCustomer: Thanks anyways for your help \nHuman Agent: No problem, have a good evening."]
["Customer: Troubleshooting\nCustomer: I can't access my camera\nCustomer: i can't view my camera\nCustomer: -1\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: where do I go after I log in\nHuman Agent: Tap on live for the camera named front yard \nCustomer: ZMD15J514246618\nHuman Agent: Has this camera been set up before? \nCustomer: yes\nHuman Agent: Has this camera been set up before? \n\nHuman Agent: This ID ZMD15J514246618 is not bringing anything up. \nCustomer: it was working a week ago\nHuman Agent: Can you send me a picture of the ID? \nCustomer: ok, wait a minute\nHuman Agent: Okay \nCustomer: D/static_file/86e415ae88_1_20241017105703.jpg\nHuman Agent: The image is of 4th of July banner\nCustomer: sorry clicked on wrong file\nHuman Agent: Okay can you send the correct one \nCustomer: D/static_file/5f7b197e0c_1_20241017110622.jpg\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: I'm still here, I will check the camera...\nHuman Agent: Okay \nCustomer: sorry for the delay the camera  is mounted outside the house...It's blinking green\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code.\n\nHuman Agent: Let me know if the camera changes to flashing blue. \nCustomer: the camera was working for 2 years, does it still have to be set up again?\nHuman Agent: Yes if it is flashing green \n\nCustomer: OK, but I have 2 cameras and both went out at the same time...what's up?\nHuman Agent: Did you recently change your wifi information or router? \nCustomer: no, same router\nCustomer: so not to waste your time I will set up both cameras again and see if that works. Thanks for your help.\nHuman Agent: Okay, you might also want to try to reboot the router first as well \nCustomer: Thanks!\nHuman Agent: You're welcome, is there anything else we can help with today?"]
["Customer: Hi, continue, one of camera ID: ZMD14FME 2258999\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I just changed WiFi, still have no idea to reconnect my 3 camera.\nCustomer: Can you give me simple steps?\nHuman Agent: Okay, it looks like this camera may use the QR code setup or the Zink setup, I will send you steps for both for you to try.\nHuman Agent: QR setup: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your Wi-Fi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space in between. The camera will automatically scan the QR code.\nHuman Agent: Zink setup: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: Let me try \nHuman Agent: Okay"]
["Customer: Is there a way for yall to reset my camera system \nCustomer: Yes please reset them\nCustomer: Can you please help me with this \nCustomer: How do I reset them on my phone \nCustomer: I don’t need my passport reset my cameras are not working, and I need to reset them\nCustomer: Yes details \nCustomer: Can you contact me by phone \nCustomer: Is there a phone number to call? \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nHuman Agent: I want to let you know that the Live Chat support will be closing in 10 minutes. If we run out of time, then I will send you an invitation to schedule a callback appointment.\nHuman Agent: The Live Chat support will be closing for the evening. You can tap on Schedule Call if you would like to make a callback appointment.\nHuman Agent: The Live Chat support will be closing for the evening. You can tap on Schedule Call if you would like to make a callback appointment."]
["Customer: Troubleshooting\nCustomer: My NVR stopped recognizing the network because I have a new network company\nCustomer: So I have to sit up the camera by itself without the NVR\nCustomer: Thanks, but I didn’t get any support was the NVR\nCustomer: How do I contact? Support agent for directly.\nCustomer: Are you still here?\nCustomer: Hello \nHuman Agent: Hello, sorry for the delay its a little bit busy right now. My name is kylie I'm with customer care.  Currently are the cameras online to where you can see them in the app at all or are they also not showing live from within the app at all?\nCustomer: None of the camera and the DVR are connected to network\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Sorry, NVR\nHuman Agent: The cameras on your account will use either the QR Code setup, Zink setup, or both. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: What about the NVR?\nHuman Agent: The NVR plugs in to the router with an Ethernet cable."]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: I have followed all the instructions you have given me and I have 2 cameras that won’t come back online. I have 5 other cameras that work after my WiFi upgrade. I can uninstall them and reinstall with no problem. These two will just not recognize bar code. They both flash green. I have tried over and over with no luck. \nCustomer: I have done all this and still they will not connect. \nCustomer: The only more details i can give you is they will not connect. \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you able to give me the cameras ID number? it will be on the stickers and start with ZMD.\nCustomer: Zmd12kc83250490 and\nZmd12kc83247000\nCustomer: Yes\nCustomer: Did you receive them?\nHuman Agent: It looks like those cameras may use the QR code setup or the Zink setup, what setups have you tried for these cameras?\nCustomer: I have tried QR over and over. Zinc tells me number not recogy\nCustomer: Zink says cannot connect to network\nHuman Agent: Do you have an android or an apple phone?\nCustomer: Apple\nCustomer: I do have an old android phone not on phone. \nHuman Agent: Okay, sometimes the phones don't want to connect to the ZMD network because it doesn't have any internet, I would like for you to try turning off the Mobile data/cellular date on the phone then try to connect to it again. If it still fails then Forget your home network then try again.\nCustomer: I have tried that with no success\nHuman Agent: Odd, Okay only other option would be to try the setup from another device if the phones not wanting to connect to that ZMD_SAP network for the setup.\nCustomer: My 5 other cameras can be installed and uninstalled and installed again no problems with qr\nHuman Agent: Not all the cameras use the same setup, If you are seeing the ZMD_SAP network that indicates they use the Zink setup. \nCustomer: Ok I’ll keep trying. Thanks\nHuman Agent: No problem, thank you as well, have a great day."]
["Customer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Ok so can I manually set this up\nCustomer: I do it still is not reading qr codes\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera or one that was previously setup?\nCustomer: One that someone else had and sold to me\nHuman Agent: Okay right now what color are the camera lights and are they solid or flashing?"]
["Customer: Set up\nCustomer: Bought used cameras \nCustomer: Can't get them connected \nCustomer: Strong WiFi signal, they're on another account \nCustomer: Connect to a new account \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the devices to find what setup they utilize. Can you send me all the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid."]
["Customer: Changed WiFi password \nCustomer: Update to new wifi\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. For the 3 cameras on your account that need reconnected, you would need to use QR setup. \nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: How do I delete devices so I can add them back\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You do not need to delete devices to set them back up and it generally is not recommended to delete them for that reason. Are you trying to set CAM01 and CAM04 back up?\nCustomer: Yes. This all started with me trying to get the timezone right.\nCustomer: On those two cameras\nCustomer: I did a reset on those two cameras so they changed IP address.\nHuman Agent: I apologize, it was not showing me your messages. \nHuman Agent: Are they currently flashing green?\nCustomer: On the cameras themselves? \nHuman Agent: Yes, the indicator lights on the cameras. \nCustomer: No. Should I do a power cycle on them?\nHuman Agent: Are there no lights at all currently?\nCustomer: None unless they are on top of the camera where I can't see. Do I need to get a ladder?\nCustomer: Turning them off and back on\nHuman Agent: The indicator light is in the camera and you would generally see it by looking into the lens. They can sometimes be harder to see from further away or in direct sunlight. For now restarting them as you mentioned could be good. They should start solid green when you plug them in, then go to flashing green shortly after. \nCustomer: Cam4 is blinking green\nHuman Agent: Okay, thanks. In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\nCustomer: Ok - So I have to take down my outdoor devices and bring them inside?  Is there not a way I can do it by my home wifi? \nHuman Agent: Bringing them inside can potentially help if signal may be poor at that location, but you can certainly try with them outside. You though would have to be within 10 feet of the camera with your phone when doing the setup. \nCustomer: Ok. I will start new conversation if needed.\nHuman Agent: Okay, have a good day."]
["Customer: Troubleshooting\nCustomer: Español?\nCustomer: Agente\nCustomer: Agente\nHuman Agent: ¿Cómo puedo ayudarte?\nCustomer: Hola 2 de mis cámaras no se conectan \nCustomer: Estoy pagando un plan de 3 de ellas\nCustomer: Encienden pero no aparecen \nCustomer: Hola?\nHuman Agent: Bien, podemos trabajar en ellos y ver si puedes conectarlos. ¿Podrías ir a una de las cámaras con las que tienes problemas, desconectarla, volver a enchufarla y decirme qué luz ves en la cámara cuando la vuelves a enchufar?\nCustomer: Ok\nCustomer: Verde\nCustomer: D/static_file/83c643e594_1_20241104144706.jpg\nHuman Agent: ¿Es verde fijo o verde intermitente?\nCustomer: Intermitente \nCustomer: Las 2 iguales \nHuman Agent: Para configurar la cámara, utilice el método del código QR. Abra la aplicación y haga clic en el ícono \"+\" en la esquina superior derecha, luego seleccione Código QR. Elija \"Iniciar instalación\" o \"Siguiente\" en la parte inferior de la pantalla para iniciar la configuración. Siga las instrucciones en pantalla, ingrese su contraseña de WiFi (recuerde que distingue entre mayúsculas y minúsculas) y toque \"Siguiente\". Se generará un código QR. Alinee la lente de la cámara con el código QR en la pantalla de su teléfono, dejando aproximadamente 8 pulgadas de espacio entre ellas.\nCustomer: Ok"]
["Customer: Troubleshooting\nCustomer: Just got new internet and I need to switch to my new internet \nCustomer: So how do I do that \nCustomer: Just got new internet so I need to switch my camera over to the new internet \nCustomer: So which option do I pick\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the solid blue camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Set up\nCustomer: I lost my product QR code for set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. If you have any trouble with the setup, please send me a screenshot of the QR code generated in the app from the setup."]
["Customer: Si es la misma chica \nCustomer: Le escribi en un momento esperando respuesta de mis camaras que no quieren conectarse me dijeron que iban a verificar \nCustomer: Me pueden  enviar donde puedo entrar\nCustomer: Troubleshooting\nCustomer: Agent\nCustomer: Hola\nCustomer: Necesito\nCustomer: Por favor revisen unas camaras \nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. Parece que tienes problemas con la configuración. Primero, para poder ayudarte mejor, tendré que buscar el dispositivo. ¿Puedes enviarme todos los números de identificación y modelo de las cámaras? La identificación comenzará con ZMD o GSG, no con fccid.\nCustomer: Ok \nCustomer: ZMD18HEIH800925\nCustomer: Me dejas saber \nCustomer: Por favor\nHuman Agent: También necesitaré el modelo\nCustomer: Ok\nCustomer: Espere\nHuman Agent: \nUna vez que tenga el modelo junto con el número de identificación, podré buscar el dispositivo para ver qué configuración utiliza.\nCustomer: Ha sido dificil\nCustomer: Para mi \nHuman Agent: \nTodavía no he recibido el número de modelo. Si tienes problemas, ¿puedes enviarme una foto de la pegatina de la cámara?\nCustomer: Ahh ok\nCustomer: Ese verdad\nCustomer: Espero puedan verificar \nHuman Agent: \nNo ha llegado nada de mi parte, ¿terminaste la foto de la pegatina en el chat aquí?\nCustomer: Me dejan saber \nHuman Agent: No ha entrado ninguna foto al chat. ¿Podrías intentar enviármelo por correo electrónico? Si es posible te daré el correo electrónico, solo házmelo saber."]
["Customer: No se quiere conectar \nCustomer: No quiere escanearse el codigo\nCustomer: I can't scan the code\nCustomer: I can't scan the code\nCustomer: -1\nCustomer: I can't scan the code to put the camera\nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon. Entonces, cuando usas la configuración QR, ¿el dispositivo nunca parpadea en azul?"]
["Customer: Set up\nCustomer: I just move my cameras to my room and it’s not uploading \nCustomer: How to connect wifi\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. \n\nHuman Agent: Are you trying to set up the Puff puf pazz and Henhouse back door?"]
["Customer: Need an agent. \nCustomer: Hi Grant. \nHuman Agent: How can I assist you?\nCustomer: We changed our wifi password. How do we update our cameras so they can connect with the new password?\nHuman Agent: You would set them up using the initial setup method. The cameras on your account will use the QR Code setup method.\nHuman Agent: Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Okay. We do that process with all the cameras one by one?\nHuman Agent: When you setup one camera, it may setup others, but you may need to do multiple setups."]
["Customer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? Smartlink was only used for some of our oldest devices. The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: All but 2 of our outside camera disappeared, need help resetting them \nCustomer: Still need help\nCustomer: Reinstalling setup process \nCustomer: -1\nCustomer: I don’t remember setup process \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: They are outside up about 9 feet\nCustomer: Is there any other way you can identify them\nHuman Agent: To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Well, I have to do this with each camera?\nHuman Agent: When you setup one camera, it will try to connect the other devices. So you may need to do fewer setups, but you may need to do multiple setups to connect all of the cameras."]
["Customer: New wifi\nCustomer: Set up new WiFi \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you trying to set up the camera on your account named Garage?"]
["Customer: Hola habla espanol\nCustomer: 1\nCustomer: Agente\nCustomer: Agente\nHuman Agent: ¿Cómo puedo ayudarte?\nCustomer: D/static_file/f0dea6a76a_1_20250305150534.jpg\nCustomer: Necesito ayuda con una camarita \nCustomer: No me puedo conectar \nCustomer: D/static_file/552af5d4b8_1_20250305150610.jpg\nCustomer: No tengo el código QR\nCustomer: Hola \nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD o GSG y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras."]
["Customer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: I can't get my camera to read the qr code during adding a device on the app. How do you reset the camera. It's currently lit up all red\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera you are needing help with? The device ID will be listed on a sticker on the camera and will start with ZMD or GSG\n\nCustomer: Hello zmd14dcda202062\nHuman Agent: ZMD14DCDA202062 are you wanting this camera connected to email weldlife503@gmail.com?\nCustomer: Yes\nHuman Agent: One moment I should be able to bind it to your account.\nHuman Agent: If you refresh the screen or log out of the app and back in again you will see the camera on your account.\nCustomer: Can you see all 4 cameras\nHuman Agent: No.  There are now 2 cameras on your account.\nCustomer: I got one to pull up \nCustomer: I actually have 4 \nHuman Agent: What are the device IDs on the other 2 cameras?\nCustomer: 2 are paid subscription \nHuman Agent: ok What are the device IDs on the other 2 cameras?\n\nCustomer: I have to go outside \nHuman Agent: ok\nCustomer: Please give me a bit thank you so much\nHuman Agent: We will stay connected for 7 minutes without activity.\nCustomer: I'll keep active\nHuman Agent: ok\nCustomer: Getting ladder\nHuman Agent: ok\nCustomer: Front yard camera zmd14dcda202744\nCustomer: I'm going to side yard camera now\nCustomer: Give me a few more minutes \nCustomer: You still there\nCustomer: Hello??\nHuman Agent: yep I am here\nCustomer: Were you able to hook up front yard camera \nHuman Agent: I added ZMD14DCDA202744 to your account.\nCustomer: K thanx\nHuman Agent: you're welcome\nCustomer: So you see 3 cameras now?\nHuman Agent: yes\nCustomer: K I'm getting last code now. It's 20 feet in the air. Please hold on\nHuman Agent: ok\nCustomer: Zmd14dcda202060\nHuman Agent: ZMD14DCDA202060 has been added to your account\nCustomer: I'm afraid to log out forgetting my password do you think just refreshing will work \nHuman Agent: yes if you refresh the screen you should see all 4 cameras\nCustomer: It worked \nHuman Agent: great!\nCustomer: Now I'm really curious \nCustomer: Can you see what camera's are seeing \nCustomer: Threw my email\nHuman Agent: No.  I can only tell if a camera shows online or offline\nCustomer: OK you've ended alone of stress I've had with this new phone\nCustomer: Alot\nCustomer: Thank you \nHuman Agent: D/static_file/60ccef3df0_1_20241227113136.png\nHuman Agent: This is what I see on my end.  You're welcome! Glad we could help!!\n\nCustomer: Happy new year \nHuman Agent: same to you!"]
["Customer: Set up\nCustomer: Can you help me to connect outdoor camera\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD14CDF8000806\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Red\nHuman Agent: Are those the infrared lights for night vision around the camera lens?\nCustomer: Yes\nHuman Agent: Okay, so behind that should be a green or blue light.\nHuman Agent: Could you please check your phone's Wi-Fi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Yes wifi ZMD_SAP\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home Wi-Fi network name (SSID) and Wi-Fi password. Afterwards, you will need to connect your phone back to your home Wi-Fi network to access the camera.\nCustomer: Ok\nCustomer: Failure\nHuman Agent: If you have other cameras plugged in, then can you unplug those cameras and leave them unplugged? Then with just the one camera plugged in, try the Zink setup again.\nCustomer: Ok\nCustomer: Still failure \nHuman Agent: When you get to the screen that it asks for your Wi-Fi information, do you get a list of networks to choose from?\nCustomer: Yes\nHuman Agent: Alright, and you select your Wi-Fi network from the list? Or do you tap on Manual setup and type the name in?\nCustomer: Type \nHuman Agent: Okay, so it does not give you a list of networks then?\nCustomer: Sorry in the zink set up I type \nHuman Agent: Okay, do you have to tap on Manual Setup first? Or does it never even try to give you a list of networks?\nCustomer: No list of networks, I type manually \nHuman Agent: Okay, can you unplug the camera and plug it back in again? You will also want to try restarting the app or even uninstall and reinstall the app.\nCustomer: I have 4 cameras, can I delete all and reinstall back\nHuman Agent: No, not delete the cameras from your account. Delete the app from your phone and reinstall the app.\nCustomer: Ok I will delete the app and reinstall. But I already deleted one , can I set up back to my account \nHuman Agent: Yes, you can connect the camera back to your account.\nCustomer: Ok thanks for your help, I quit now and try back what you said . If still have any problems I will talk to you . Thanks \nHuman Agent: You're welcome. Please contact us again if you need further assistance."]
["Customer: I need to reset my old system I got a new router how do I go about that it's been up for 7 years\nCustomer: Can you send a link for them I've had this a while\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  To reconnect the cameras you would go through the setup with the new Wi-Fi info to reconnect them"]
["Customer: Set up\nCustomer: both my Zmodo Ring and camera is not connecting.  Please advise!\nCustomer: tried that already\nCustomer: your tech advised for me to remove the device and now I cannot even add it back!!!!\nCustomer: live agent\nCustomer: Grant, your previous agent advised I removed my device from the app and now I cannot even connect it back!  I am very upset he gave me wrong advise!\nCustomer: also I cannot get ZMD to show up on my wifi network\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: dont have that right now.  I provided that to your previous agent from the app but now that he had me remove the camera, no longer available!\nCustomer: I must tell you, I have other wifi cameras and rings and never have i had this much problem with devices disconnecting and offline!  Zmodo sucks!\nCustomer: please help!\nCustomer: are you even there!\nHuman Agent: I do not see a previous contact with us from this email address. So you may not have been connected with Zmodo support from this account. That is why I would need the Device ID from the camera.\nHuman Agent: The camera may not use the Zink setup. If it uses a different setup method, then it would not make the ZMD_SAP network."]
["Customer: Live chat\nCustomer: Talk to someone\nCustomer: Live chat\nCustomer: 1\nCustomer: live chat\nCustomer: talk to someone \nCustomer: Agent \nCustomer: hello \nCustomer: trying to figure out why my camera isn't working now \nCustomer:  I moved the camera from one address to another \nCustomer: is that the issue\nHuman Agent: If you changed where you have the camera, you will likely need to set it up with new Wi-Fi information. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: im here\nHuman Agent: Did you receive my previous message asking for the Device ID? I will send it again.\nHuman Agent: If you changed where you have the camera, you will likely need to set it up with new Wi-Fi information. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: no where is it\nCustomer: the location \nHuman Agent: Where is what? The message? I sent it again.\nCustomer: the id \nHuman Agent: It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD 19H318D06264\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: okay but does the wifi have anything to do with it\nCustomer: how do I scan the QR code \nCustomer: I don't know where that paper is anymore \nHuman Agent: Yes, the Wi-Fi does have something to do with it. As I mentioned previously if you changed where you have the camera, you will likely need to set it up with new Wi-Fi information.\nHuman Agent: Are you using the Zmodo app?\nCustomer: yes\nHuman Agent: Then you would not need a paper to scan. You make the QR Code on your phone screen and show it to the camera.\nHuman Agent: Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I don't have the wifi password at the moment so maybe I have to wait until I get that\nHuman Agent: You will need the Wi-Fi password in order to connect the camera to the Wi-Fi network. So when you have that password, you can do that QR Code setup to connect the camera to the Wi-Fi network.\nCustomer: Okay then I guess I just can't set it up right now \nHuman Agent: Once you have the Wi-Fi password you will be able to setup the camera. Do you have any other questions?"]
["Customer: Estoy batallando para conectar las cámaras no tenía internet por 2 días y no se pueden conectar me podía ayudar por fabor\nCustomer: Está con la luz verde parpariando no cambie nada de internet\nCustomer: Ya las desconecte pero no se configuran o como las puedo reiniciar borrando de mi teléfono \nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon. Para configurar su cámara, primero deberá asegurarse de que su teléfono esté conectado a la red de 2.4 Ghz en la que desea configurar la cámara y que la cámara esté encendida y con su luz indicadora parpadeando. Una vez hecho esto, puede ingresar a la aplicación y seguir las instrucciones a continuación.\n1) Presione el signo más en la parte superior derecha de la página de inicio y seleccione la opción Código QR\n2) Continúe hasta llegar a la página donde le solicita la contraseña. En esa página, asegúrese de que aparezca el nombre de su red después de donde dice \"Su(s) dispositivo(s) se conectarán\". Si no, por favor hágamelo saber.\n3) Ingrese la contraseña de su red. Tenga en cuenta que distingue entre mayúsculas y minúsculas.\n4) La siguiente página mostrará un código QR en la pantalla del teléfono que deberá mostrar a la cámara sosteniéndolo a entre 6 y 8 pulgadas de la lente de la cámara. Si lo lee, la luz indicadora de la cámara debería comenzar a parpadear en azul.\n5) Si tiene éxito, la luz indicadora debería volverse azul fija y la aplicación le pedirá que le dé un nombre al dispositivo si aún no está en su cuenta (de lo contrario, puede salir de la configuración en este punto si ya la tenía encendida). su cuenta).\nSi la cámara no se vuelve azul fija después de aproximadamente 30 segundos de mostrarle el código QR, tome una captura de pantalla del código QR y envíela aquí para que la verifique.\nCustomer: No tienen botón nomás las desconecto y no las agarra siguen parapariendo verde\nHuman Agent: No se necesita ningún botón para las instrucciones que di anteriormente. Intente realizar la configuración del QR como se indica en mi respuesta inicial.\n\nCustomer: Cómo puedo desconectar de el wifi\nCustomer: En mi aplica sin no la ayo en el sering\nCustomer: En la aplicación a donde me puedo ir para allá esa del wifi\nCustomer: Entonces de donde puedo apagar las cámaras del wifi\nHuman Agent: Pido disculpas, nuestro bot de chat sigue regresando al chat cuando no debería.\n\nHuman Agent: Reenviaré las instrucciones de configuración a continuación. \n\nPara configurar su cámara, primero deberá asegurarse de que su teléfono esté conectado a la red de 2.4 Ghz en la que desea configurar la cámara y que la cámara esté encendida y con su luz indicadora parpadeando. Una vez hecho esto, puede ingresar a la aplicación y seguir las instrucciones a continuación.\n1) Presione el signo más en la parte superior derecha de la página de inicio y seleccione la opción Código QR\n2) Continúe hasta llegar a la página donde le solicita la contraseña. En esa página, asegúrese de que aparezca el nombre de su red después de donde dice \"Su(s) dispositivo(s) se conectarán\". Si no, por favor hágamelo saber.\n3) Ingrese la contraseña de su red. Tenga en cuenta que distingue entre mayúsculas y minúsculas.\n4) La siguiente página mostrará un código QR en la pantalla del teléfono que deberá mostrar a la cámara sosteniéndolo a entre 6 y 8 pulgadas de la lente de la cámara. Si lo lee, la luz indicadora de la cámara debería comenzar a parpadear en azul.\n5) Si tiene éxito, la luz indicadora debería volverse azul fija y la aplicación le pedirá que le dé un nombre al dispositivo si aún no está en su cuenta (de lo contrario, puede salir de la configuración en este punto si ya la tenía encendida). su cuenta).\nSi la cámara no se vuelve azul fija después de aproximadamente 30 segundos de mostrarle el código QR, tome una captura de pantalla del código QR y envíela aquí para que la verifique."]
["Customer: Human being \nCustomer: Torch 360 ZMD12K9C2000145 \nPowers on and rotates but I accidentally deleted it from my app\nHuman Agent: Alright, it looks like that camera is connected to your Wi-Fi, so you will want to try to add it to your account with a LAN Search in your app. Are you using the Zmodo app or the Smartz Eaze app?\nCustomer: I have both \nHuman Agent: Okay, I am asking because the instructions are slightly different depending on which app you are using. So I want to send you the right instructions.\nCustomer: Which is easier?\nHuman Agent: Whichever is easier for you.\nHuman Agent: Just tell me which app you are using and I will send you the instructions. They are practically identical, just a small difference in one step.\nCustomer: I’m m on Smart Eaze connected to you so I’ll use the Zomdo app\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: Hey, that worked \nCustomer: I actually never even noticed that script at the bottom of the add page \nCustomer: Thanks for your help \nHuman Agent: You're welcome.\nCustomer: Happy Halloween"]
["Customer: Can’t get my camera to scan the QR code and don’t know why\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Set up\nCustomer: Qr code not scanning\n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the device you are trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: ZK8BFS23NM\nHuman Agent: Unfortunately that is not an ID.  The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: ZMD19H318D49445\nHuman Agent: Thanks. When you scan the QR code with the camera, does it blink blue at all? Would you be able to screenshot the QR code and send it here?\nCustomer: Camera just keeps blinking green.i cannot see how to attached the screen shot\nHuman Agent: There is a camera icon in the chat where you can send an image. Otherwise I could give you either an email or a phone number to text it to if either of those are easier for you. \nCustomer: The camera icon is non functional please provide a text number\nHuman Agent: 508-506-1880 is a number you may send it to. \nHuman Agent: Once you have sent it, please let me know. \nCustomer: Just sent\nHuman Agent: Thanks. It seems to be very small. This is likely a result of having either font size very high, screen zoom very high, or both. You'll want to go to your display settings on your phone, set those to normal or lower, then please try again at which point you should receive a much larger QR code. It also appears you're using your 5Ghz network so you'll need to swap over to your 2.4Ghz network to set up the device. \nCustomer: I have no idea how to switch to a 2gh network \nHuman Agent: You would need to go to your wifi settings on your phone and then tap on your 2.4Ghz network to connect to it instead. For example your current network's name ends with 5Ghz. Your 2.4ghz network is more than likely the same network name without 5Ghz at the end of the name."]
["Customer: No me puedo conectar \nCustomer: Agente \nHuman Agent: ¿Estás intentando configurar una cámara en tu red Wi-Fi?"]
["Customer: Hola \nCustomer: Agente \nCustomer: Hola buenas tardes, tengo dos cámaras pero necesito resetearlas porque están des configuradas \nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debería comenzar con ZMD y debería estar en una pegatina blanca en la cámara o en el soporte, normalmente debajo de un código de barras.\nCustomer: ZMD19G1IHC14687\nZMD19G1IHC12289\nHuman Agent: Trabajemos con ellos uno a la vez. ¿Con qué cámara estás empezando?\nCustomer: ZMD19G1IHC14687\nCustomer: Esta mal escrito \nCustomer: Déjeme lo corrijo \nCustomer: ZMD19G1IHC14678\nHuman Agent: Gracias. ¿Puedes desconectar la cámara, volver a enchufarla y decirme qué luz ves en la cámara cuando la enchufas?\nCustomer: Verde \nCustomer: Ahora titila \nHuman Agent: El color verde parpadeante significa que está listo para la configuración. Para configurar la cámara, utilice el método del código QR. Abra la aplicación y haga clic en el ícono \"+\" en la esquina superior derecha, luego seleccione Código QR. Elija \"Iniciar instalación\" o \"Siguiente\" en la parte inferior de la pantalla para iniciar la configuración. Siga las instrucciones en pantalla, ingrese su contraseña de WiFi (recuerde que distingue entre mayúsculas y minúsculas) y toque \"Siguiente\". Se generará un código QR. Alinee la lente de la cámara con el código QR en la pantalla de su teléfono, dejando aproximadamente 8 pulgadas de espacio entre ellas.\nHuman Agent: Cuando muestre el código QR a la cámara Zmodo, sostenga la pantalla del teléfono cerca de la lente de la cámara y retírela lentamente. Observe atentamente la luz de la cámara mientras muestra el código QR a la cámara y avíseme si la luz cambia en algún momento.\nCustomer: Pero puedo hacerlo más tarde o debo hacerlo ya? \nCustomer: Es que no la tengo aún instalada en el lugar que va \nHuman Agent: Puede realizar la configuración y luego moverlo a la ubicación que desee después de que esté conectado.\nCustomer: Vale y podemos revisar la otra por favor \nCustomer: ZMD19G1IHC12289\nHuman Agent: Podemos trabajar en la otra cámara. Primero hagamos la configuración de esta cámara. Queremos seguir con una cámara a la vez.\nHuman Agent: Podemos trabajar en la otra cámara. Primero hagamos la configuración de esta cámara. Queremos seguir con una cámara a la vez.\nCustomer: Pero es que no la quiero configurar de mi celular \nCustomer: Y ahora mismo no está el celular donde quiero que queden \nCustomer: Por eso necesito hacer el reset y ya después configurar, o no se puede? \nHuman Agent: Usaría la aplicación en su teléfono para configurar la cámara y conectarla a la red Wi-Fi.\nCustomer: En otro teléfono \nHuman Agent: No hay reinicio. Sólo necesita configurar la cámara con la configuración del Código QR. La cámara no se conecta a su teléfono. Se conecta a su red y cuenta Wi-Fi. Puede iniciar sesión en la cuenta en otro dispositivo si lo desea.\nCustomer: Pero queda asociada a mi cuenta si la hago desde mi celular, y después cuando la instalen no me sirve que estén en mi cuenta, las necesita otra persona \nCustomer: Ya me había pasado antes \nCustomer: Ustedes las reinician y yo las puedo configurar más tarde \nHuman Agent: Las cámaras están desconectadas y no conectadas a una red Wi-Fi. No hay nada que restablecer. Puede configurarlos en cualquier cuenta y red Wi-Fi que desee.\nCustomer: Bueno ya la configuré \nCustomer: Pero ahora necesito que la cámara me quede instalada en otra sesión de otra persona, cómo lo hago? \nHuman Agent: Puede restablecer y eliminar la cámara de su cuenta en la Configuración del dispositivo de la cámara."]
["Customer: Troubleshooting\nCustomer: None of my cameras are working\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: I reset password for WiFi can’t get the camera to connect,\nCustomer: Were do I find the setup process \nHuman Agent: Hello, my name is Grant. To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: I have had my cameras for a while and I've just swapped out a new router and now I can't see my cameras on my phone now.  Is there something I am missing?  \nHuman Agent: Hello, my name is Grant. The cameras on your account will use the Zink setup to connect to your new network.\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home Wi-Fi network name (SSID) and Wi-Fi password. Afterwards, you will need to connect your phone back to your home Wi-Fi network to access the camera."]
["Customer: Set up\nCustomer: I cannot get my cameras to connect to the Wi-Fi what's the problem\nCustomer: Can you go inside the app and change the Wi-Fi setting \n\nCustomer: Can you use the same QR code that you use when you first got the camera to reset it your cameras\nCustomer: So how do you go about getting a new QR code to set your cameras up\nCustomer: Yes I'm still here\nHuman Agent: Hello, you've reached customer care, my name is Kylie. You get the QR code from the setup itself to connect the camera. \nCustomer: I'm falling there instruction for the set up a new QR code so if I can't generate when I will call you back\nHuman Agent: We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: Can you send me the phone number so in case I can't get it get it I can talk to the rep\nHuman Agent: We don't have a phone number I can send you, like I said we don't have any inbound calling. \nCustomer: I followed the instruction on how to get a new QR code but the camera still will not connect to the internet"]
["Customer: Agent\nCustomer: Set up\nCustomer: Español\nHuman Agent: ¿Cómo puedo ayudarte?"]
["Customer: Troubleshooting\nCustomer: \n Not \nconnecting\n\nCustomer: -1\nCustomer: Tried multiple times. Not working\nCustomer: Set up\nCustomer: Set up\nCustomer: Not working \nCustomer: Set up not working\nCustomer: Flashes blue, then flashes green. Then connection timed out\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you send me a screenshot of the QR code after it generates on your phone, I can review the code to make sure nothing is amiss with how it generates."]
["Customer: Agent\n\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Hi kylie\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: I'm Scott, my problem is that I recently installed a second zmodo camera in my house. It worked for a few days, then stopped working. I reset it from the app, and then removed it from the app. I have been trying to setup the camera again using the setup instructions,  but it isn't working. \nHuman Agent: Okay, when you look at the lights on that camera what color are they and are the lights flashing or solid?\nCustomer: Solid blue\nHuman Agent: Okay, that means its connecting to the network, can you send me the cameras ID number? the ID will be on the cameras sticker and start with ZMD or GSG, it will not be the FCCID number. \nCustomer: Sure\nCustomer: ZMD19H318D30346\nHuman Agent: I've readded the camera. In the future I would recommend not to delete it if you are having trouble with it as that can make it a bit harder to readd. If you close and reopen the app, you should see it now with the name Smart Device. It will also have central time by default. If you would like to change either, you can go to the Devices section, tap the device, tap where it's name and ID are, then change the name or time zone. \nCustomer: How do I close and reopen the app?\nHuman Agent: If you're using an Android device, you will generally have a button at the bottom of your phone to swap between apps. From there you can swipe the app away to close it. In many cases the button I am referring to is the one in the bottom left. \nCustomer: Thank you,  will this conversation and when I do so?\nHuman Agent: The conversation stays active for 7 minutes from the time of the last message that was sent in the chat. \nCustomer: OK, hold on, I'll try it.\nHuman Agent: Okay. \nCustomer: OK, looks good. Let me check one thing.\nHuman Agent: Sure. \nCustomer: OK, great. Looks like it's all done. \nHuman Agent: Wonderful. Is there anything else I can help you with for now?\nCustomer: What do I do if I want to move the camera and I have to unplug it?\nHuman Agent: As long as it's still within range of the router, it will automatically reconnect once plugged back in. It may take around 30 seconds or so to reconnect once plugged in though. \nCustomer: Thank you very much. That is all I need.\nHuman Agent: Fantastic, thats great news, have a great day.\nCustomer: You too."]
["Customer: Need help setting up doorbell camera \nCustomer: It’s the doorbell camera \nCustomer: I have it mounted but it’s not connected to my phone \nHuman Agent: Hello, you've reached customer care, my name is Kylie, You would go through the setup in the app with the doorbell to connect it to the network. \nHuman Agent: What color are the lights on the doorbell and are they flashing or solid?\nHuman Agent: the light will be in/on the doorbell button area typically.\nCustomer: I need a phone number for live support\nCustomer: I can’t get doorbell camera to connect \nCustomer: Doorbell light is green\nHuman Agent: I am a live agent, not Mira. \nHuman Agent: We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\nCustomer: Ok I installed another doorbell camera \nCustomer: Green light but not connected to my phone \nHuman Agent: Is it a solid green light or is it flashing green?\nCustomer: I need to set up the doorbell camera. I had an existing camera but the transformer blew. So I replaced with same camera. But now my 2 outside camera and doorbell camera are not connected to my phone \nCustomer: Flashing\nHuman Agent: Okay, flashing green means the camera is in setup mode. \nCustomer: Ok\nHuman Agent: Im going to have you do a test to better figure out whats etup this specific doorbell uses.\nCustomer: Ok\nHuman Agent: Can you get close to the doorbell, open your phones Wi-Fi settings, look at the list of available Wi-Fi networks and tell me if you see a Wi-Fi name ZMD_SAP on the list at all.\nCustomer: No\nCustomer: Still no\nCustomer: Now what \nHuman Agent: Apoologies for the dellay, If the ZMD_SAP network is not there then that means the camera uses the QR setup. \nHuman Agent: Here are the QR setup directions to go through for the camera\nHuman Agent: 1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nHuman Agent: Let me know if you have any trouble with the steps or if you have any trouble with the setup at all. \nCustomer: Hello?"]
["Customer: Trying to change WiFi \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Live assistant \nCustomer: Live rep\nCustomer: Ok\nCustomer: Ok\nCustomer: I didn't put anything in chat yet\nCustomer: We changed internet service & need to move the cameras over - you have been very helpful & efficient in the past - can you access my account & switch them?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You would need to go through setup on your end. Unfortunately there is no way for us to access devices that are offline from our end. There do not seem to be any devices on your account though, did you delete them?\nCustomer: No\nCustomer: There's no record at all?\nCustomer: Ok then it's showing the cameras but no content in the app\nHuman Agent: It looks like you have cameras shared to your account from another account. Are those the cameras you are trying to set up?\nCustomer: Yes, we've switched back & forth - but I'm usually the one handling the \"connection\" lol - joshuaharwellnavyls@gmail.com is the other account \nCustomer: He's with me rn & I can probably go thru his app - but I can very well set up all the cameras under my account & share\nHuman Agent: Okay, for those camera you would need to use the QR code setup. You may use either phone for setup. I apologize for the confusion, there just had not been any listed on your account so I was not aware you were trying to set up ones being shared over. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: I am just looking for the quickest way to do it & having my camera stare at a QR code can be very fast or many-times-try slow lol\nCustomer: Ok will do rn\nHuman Agent: Okay, when one is set up, it should share the wifi information to any other nearby cameras. So you hopefully will not need to do the set up for every camera. \nCustomer: Some are just super inconvenient to get to, too lol\nCustomer: I'm looking at the first one with a green light flashing\nHuman Agent: Okay, they may also use the Zink setup for all but Farm front left, but I'd recommend doing QR for the ones you can reach as that setup may connect other nearby ones without the need to do it for each. While Zink you may need to unplug all but one at a time if they're spread out. \nCustomer: Ok let me make sure I have the right network connection on my phone \nCustomer: Sometimes this chat goes away when I click away, so, I hope I don't lose you!\nHuman Agent: The chat will remain active for 7 minutes from the last message. So long as you're back within that time, it will still be active. \nCustomer: Ok, thanks!\nCustomer: I got his phone now\nHuman Agent: No problem. And okay, let me know if you have any trouble with the setup. \nCustomer: Alright he was on 5G so I had to switch to 2.4\nHuman Agent: Okay. \nHuman Agent: We will be closing in 10 minutes at 6pm CT. I would be happy to continue to assist you until then, but the chat will close at that time. If you would like a callback, you may schedule one via the button below. If you would prefer an email follow up instead, please let me know and provide an email you would like me to reach out on tomorrow. \nCustomer: Thank you! Please check - I think one device is connected \nCustomer: And I'd like to keep the same names but it's asking me to band the device\nHuman Agent: Yep, with any luck it may connect a few others, otherwise you'll repeat with the others or do the QR setup otherwise. Though it looks like this one was just added to the account. If you had deleted it before setup, that is not needed and you may go through setup without removing them from the account. You'll need to reshare this one to the other account as well since it had been removed. \nCustomer: I didn't delete it but I didn't know how to access it otherwise \nCustomer: I just started the set up process\nCustomer: One is going thru an update rn\nCustomer: ...yay...update...lol\nCustomer: Can I work on other cams whilst this one is updating or do I have to wait?\nCustomer: Until Farm backporch is finished\nCustomer: It really sucks that all the footage that was saved just disappeared when we changed internet providers\nHuman Agent: You may exit the update and it will continue in the background. \nHuman Agent: No footage would have disappeared from changing internet providers, but they would not have recorded while they were offline. \nCustomer: Ok great bc this chat will end before the update does lol\nHuman Agent: It looks like it is now fully updated. \nCustomer: Sure, that is understood - Well, will the previous content be accessible once the device is back online \nCustomer: Great! But that's not what the screen is saying lol\nHuman Agent: You have the premium 7-day plan and the devices have been offline over the past 7 days it appears. Footage on that plan is stored only for 7 days. \nCustomer: Ok, understand\nHuman Agent: Did you possibly tap on a different camera? If so, they would not be able to finish the update until they are online. \nHuman Agent: We are currently unavailable for live chat support, but you can reach out to us via email support@zmodo.com. Our new hours of availability are:\n\n- Monday to Friday: 9am to 12pm and 1pm to 6 pm CST\n* Excluding Holidays\n\nYou may also contact the chat outside of our hours again to speak to our AI chatbot Mira who can assist with some troubleshooting. I've also sent a callback scheduling form where you can click the button in the chat in order to schedule a callback for a future date if you'd prefer.\n\nThank you for understanding.\nCustomer: Yes, I did, do they all have to update individually?\nHuman Agent: Yes, though they may only do so once they are connected. \nCustomer: Thanks!"]
["Customer: Need to link my cameras to my new internet connection \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Can you please help me set up my cameras they won’t connect \nCustomer: Ok so my account justo be under jarapedro2500@gmail.com but for safety reasons I wanted to delete it and make a new account but I had just paid the premium I think of 109\nCustomer: Really!!\nCustomer: Can you please read the message \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Art\nOk so my account justo be under jarapedro2500@gmail.com but for safety reasons I wanted to delete it and make a new account but I had just paid the premium I think of 109\nCustomer: Zmd16L317207045\nCustomer: The other one is\nHuman Agent: Thank you. Can you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: I also wanted to change accounts because I used my neighbors WiFi to connect my cameras now I have my own router that’s why I want them to change wifi\nCustomer: The other camera is zmd16l317207026\nHuman Agent: Okay, lets work with one camera at a time here. Which camera are you starting with?\nCustomer: You tell me the first one\nCustomer: Do I connect or disconnect \nCustomer: ??\nHuman Agent: You are working with the first Device ID that you gave me?\nCustomer: Actually the second one is more important please \nCustomer: Can we do this quick I need to go to work\nHuman Agent: Okay, lets start with that one then. Can you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Ok\nCustomer: Solid green\nHuman Agent: Is the light still solid green or has it changed?\nCustomer: Blue \nHuman Agent: Is it a solid blue or a flashing blue?\nCustomer: Solid blue\nCustomer: What’s next\nCustomer: What’s next\nHuman Agent: So you will want to do a LAN Search in the app to find and add the camera to the account. You may need to be connected to your neighbor's Wi-Fi network if the cameras were setup on that network and not reset and then connected to your Wi-Fi network.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: ??\nCustomer: Ok I’m going to try it\nCustomer: I won’t connect!!!!\nHuman Agent: What do you see on the app when you do the LAN Search?\nCustomer: Can you please call me\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nCustomer: They won’t connect\nHuman Agent: What does it say on your app when you try to connect the camera?\nCustomer: Can’t find cameras\nCustomer: Isn’t there a way to reset the cameras \nCustomer: Hello\nHuman Agent: Okay, we want to be sure you are connected to the right Wi-Fi network and doing the correct steps here. Are you getting a QR Code on your phone screen? Or what are the words on the app screen when you try to connect the camera?\nHuman Agent: Is your phone connected to your Wi-Fi network or to your neighbors?\nCustomer: I’m on mine I know there’s a way to reset them just tell me how I need to gooo!!!!!!\nHuman Agent: Well, as I mentioned, you would want to be connected to your neighbor's network when you do the LAN Search, because the camera was still connected. So that was probably why you were not able to find it.\nHuman Agent: I have reset the camera so you can do the QR Code setup to connect it to your Wi-Fi network.\nCustomer: Thank you got one can you please put my subscription back I had already payed the $109\nHuman Agent: The camera is still subscribed.\nHuman Agent: I would recommend canceling the subscription in your Apple account since it would still be tied to your other Zmodo account, so you would not be able to edit the subscription in your new account if you want to."]
["Customer: Cameras not working\nCustomer: -1\nCustomer: Blinking green light and not picking anything up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Can't connect camera already solid blue \nHuman Agent: Hi my name is Wendy.\n\nPlease provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that shows a solid blue indicator light.\n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera that is solid blue? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Zp18H21W\nHuman Agent: The ID should begin with ZMD. It looks like that would possibly be the model. \nHuman Agent: If easier you can attach a clear picture of the ID starting with ZMD\nCustomer: Zmd13K1G4000539\nHuman Agent: ZMD13K1G4000539 is online.  Its connected to challyce@hotmail.com.  If you tap on the live button you should see the live feed from this camera"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: I can not get my camera to scan the qr code\nCustomer: -1\nCustomer: Still won't scan qr code\nCustomer: Yes\nCustomer: What else can I do is there a phone Number \nCustomer: Phone number\nCustomer: Agent \nCustomer: Hello I can not get my camera to scan the qr I checked the normal troubleshooting provlems\nCustomer: Hello?\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: My account was deleted or hacked \nCustomer: Agent \nCustomer: Yes sir \nCustomer: My account was deleted or hacked \nCustomer: I tried to long into my account and it says no account exist under the email I had registered \nCustomer: Yesterday had to sign up again \nCustomer: And I used the same email \nCustomer: It allowed me sign up but I don’t see my six cameras I had on there \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It's possible you may have had it under a phone number or other email. What is the ID of one of the cameras you're trying to access so I may check the account? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: It was the email \nCustomer: Hang on \nHuman Agent: Okay. \nCustomer: :zk8-bfs23nm\nHuman Agent: The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG.\nCustomer: Ok \nCustomer: Zmd14c6da251557\nHuman Agent: Thanks. This device is currently unbound so you may freely set it up on this new account. It was either deleted from the old account or if the old account was deleted, that would also explain it being unbound. \nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Ok \nHuman Agent: Let me know if you have any trouble. \nCustomer: So I have to reconnect this 6 devices \nHuman Agent: This device at least is offline and not on an account. I can't say for sure without the other IDs, but presumably you would need to set them up as well."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: blue blinking\n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Camera won't connect\nCustomer: Still won't connect\n\nCustomer: Blinking green bur won't connect\nCustomer: That did not work\n\nCustomer: Will not scan QR code \nCustomer: That didn't help \nCustomer: Technical support \nCustomer: Customer care agent \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZDM16EQI7519050\nCustomer: I have more than that one not working \nCustomer: Only 1 is online \nHuman Agent: Alright, lets start with the camera you gave me the ID for. Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Blinking green \nCustomer: It won't scan the QR code and I've done it until it timed out 3 times \nHuman Agent: Alright, well lets try the QR Code setup again here. This time when you show the QR Code to the camera, please hold the phone screen close to the Zmodo camera lens and pull it back. Watch the light closely in the camera and let me know if it changes at any point from the flashing green.\nCustomer: Hold on\nCustomer: Nothing changed its just blinking green \nHuman Agent: Alright, can you send a screenshot of the QR Code that you are showing to the camera?\nHuman Agent: Could you also check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: D/static_file/d9439ae2df_1_20241003144545.jpg\nHuman Agent: Could you also check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?"]
["Customer: Set up\nCustomer: Setup cameras\nCustomer: I need help setting up cameras\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: Please have some one to call i think i did something is why it want connect my # is 318-282-7521thank you.\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 19121ha29524\nHuman Agent: Thank you. Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: OK i'll be right back\nCustomer: it's green\nHuman Agent: Is it flashing green or solid green?\nCustomer: it was flashing green but after i plug it back up it is just green\nHuman Agent: Okay, so right now the light is a solid green?\nCustomer: it's flashing\nCustomer: i went in to the setting to set time zone and tap reset set that when it all started\nHuman Agent: Okay, flashing green means it is ready for setup.\nHuman Agent: Ah, so you reset the camera, which means you will need to reconnect it to your Wi-Fi network.\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer:  thank you so much i'm up and going you the man..."]
["Customer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like rather than Zink setup, your cameras were updated at some point and now use the QR code setup. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Hi I need help with a QR code to setup my camera \nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: My camerad are not working I have tried every different ways\nHuman Agent: Hi my name is Wendy.  The cameras you are wanting to setup, are they new? or have they been setup before?\nCustomer: Used \nHuman Agent: What are the device IDs on the cameras?\nHuman Agent: The ID will be on a sticker on each camera and will start with ZMD or GSG\nCustomer: Yes I have already gave it to someone to look at them and they gave me different steps but it's still not connecting to my password I have tried everything is there a way to reset the cameras\nHuman Agent: You mean you provided the device IDs earlier today on live chat?\nCustomer: Yes\nHuman Agent: let me check\nCustomer: The camera is not scanning the QR code\nCustomer: It blinks green\nHuman Agent: ZMD19I2IHA05852  ? is this the camera?\nCustomer: And it saves my Wi-Fi password is wrong and it's not I try changing my password and that still didn't work\nCustomer: Yes\nHuman Agent: You could forget the 2.4GHz wifi then connect to it\nHuman Agent: or try setup from a different phone or tablet\nCustomer: I tried and still does not connect \nCustomer: Ok I'll try different phone\nHuman Agent: ok\nHuman Agent: If you need to install the Zmodo app on another phone make sure to allow all permissions during the install"]
["Customer: Troubleshooting\nCustomer: Need to setup to new network \nCustomer: Set up\nCustomer: Which one\nCustomer: I need setup process \nHuman Agent: Hello, my name is Grant. The cameras on your account will use the QR Code setup.\nHuman Agent: Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I changed internet equipment \nHuman Agent: Yes, so you will need to setup your cameras with the QR Code setup to connect to your new network."]
["Customer: This is the worst service \nWhy can't I speak to someone \nConcerning my system\nCustomer: Agent\nCustomer: I changed my password on my internet all I'm trying to do is get my system back up\nHuman Agent: Hello, you've reached customer care, my name is Kylie. To reconnect your cameras to the internet again you would have to go through the setup with the cameras again. \nCustomer: So I have to remove device and then reinstall\nHuman Agent: Your cameras can use the QR code setup, or the Zink setup. Would you like for me to send you the setup directions for both for you to try?\nHuman Agent: No, you don't have to delete cameras in order to set them up again, that's not necessary. \nCustomer: Yes please\nHuman Agent: One moment while I grab the setup steps for both setups for you.\nHuman Agent: QR Code Set Up steps\n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\n\n\nHuman Agent: Zink Setup steps\n\n1.Check Network Compatibility:\n\nEnsure that the W-iFi network you want to connect the camera/s to, is operating on the 2.4GHz frequency.\n\n\n\n2.Access Zink Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the Zink option.\n\n\n\n3.Initiate Installation:\n\nEnter the number of devices you are trying to set up, tap on the check mark or next.\n\n\n\n4.Connecting to the ZMD_SAP\n\nTap on \"Tap Here to begin set up\" follow the onscreen instructions. The phone may warn you this network has no internet.\n\n\n\n5.Wi-Fi Password Entry:\n\nThe app will prompt you to select or enter your Wi-Fi name (SSID) and enter the Wi-Fi password. Remember the Wi-Fi and password are case sensitive.\n\n\n\n6.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nCustomer: Ok tks I'll give it a try\nHuman Agent: Here are both of the setup steps, I would recommend rebooting all the cameras then doing the QR code setup first as with that's setup when one camera comes online it tries to connect other cameras around it that are close, rebooting the cameras allows for them to be more sensitive to do this so you may have better luck connecting multiple if not all of them with only doing the setup once. \nCustomer: Ok\nHuman Agent: Any other questions I can assist you with before we go?"]
["Customer: Set up\nCustomer: I changed my internet and now I can’t get my camera to work \nCustomer: Where do I do that on the app can’t find where to do it \nCustomer: K don’t have a third party setting on my screen \nCustomer: I went to me in right corner and I don’t have any third party setting on my app\nCustomer: I changed internet and can’t  find where to update the internet \nCustomer: What steps?\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: Let me get it\nHuman Agent: Thank you \nCustomer: Where can I find it on the app I’m not by the cameras \nHuman Agent:  What is the name of the camera on the app? \nCustomer: I have four one is living room, second one is front yard and patio and number four is studio\nCustomer: く\nAbout\nZmodo 6.2.16\nHuman Agent: You will need to set them up via the QR code\nCustomer: D/static_file/d1ddb0434f_1_20241007120558.png\nCustomer: K I’ll have to contact you later when I’m by the cameras thanks \nHuman Agent: Okay, we will be here till 6PM CST \nCustomer: 👍"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: I can’t reset my cameras to a different WiFi network \nCustomer: 1\nCustomer: I need help with the setup process \nCustomer: The camera is blinking in green \nCustomer: -1\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you send me the Model and ID number of the device for me to look up more info? the ID will start with ZMD.\nCustomer: That is not working for me \nHuman Agent: Can you send me the Model and ID number of the device for me to look up more info? the ID will start with ZMD.\nCustomer: ZMD13INDB249371\nCustomer: Model ZP-IDQ1D-W\nHuman Agent: Looks like that camera uses the QR code setup\nHuman Agent: Here are the setup directions. 1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification."]
["Customer: I installed a new wifi router,  and now I cannot get camers to connected \nCustomer: Where can I get a user's manual\n\nCustomer: What is the web site?\nCustomer: Give me a web site\nCustomer: -1\nCustomer: I was asking for the web site address to get an owners  manual\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We don't have a user manual for our cameras just a startup guide which you can find online fi you search zmodo startup guide, however it just lists the same directions shown in the setup themselves. Are these new cameras you are trying to setup or ones that were previously setup?\nCustomer: Ones previously  set up\nHuman Agent: Okay can you send me the cameras ID numebr and the Model, this will start with ZMD.\nHuman Agent: With that I can check what setup the camera uses and send you the directions for the setup."]
["Customer: Set up camera\nCustomer: -1\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: It’s not working \nCustomer: 19h318d25b45\nHuman Agent: Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Green\nCustomer: On the side\nCustomer: It’s flashing\nCustomer: Hello\nHuman Agent: Alright, if the light is flashing green, then that means it is ready for setup. Lets try the QR Code setup. When you get the QR Code on your phone screen, hold the phone screen close to the Zmodo camera lens and slowly pull it back. Watch the light closely and let me know if it changes at any point while you are showing the QR Code to the camera.\nCustomer: I have a QR code in the instructions \nCustomer: Not on my phone\nHuman Agent: To set up the camera you will use the QR code method. Open the app and tap on Devices and then tap on Add Device. Follow on-screen instructions and the app will ask for your Wi-Fi password. A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Where do I get the we code from\nCustomer: Qr cide from\nHuman Agent: Open the app and tap on Devices and then tap on Add Device. Follow on-screen instructions and the app will ask for your Wi-Fi password. A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Set up\nCustomer: I am having difficulty connecting ZMD141HH2000211 wireless camera to WiFi network \nCustomer: -1\nCustomer: I have already tried all of that and it still hasn’t worked \nHuman Agent: Hi my name is Wendy.  Is ZMD141HH2000211  a brand new camera? or has it been setup before?\nCustomer: It was setup before but I have new internet provider \nHuman Agent: What color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: Blinking green \nHuman Agent: If the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the phone app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: It does not have a QR Code \nHuman Agent: When you go through setup the QR code will be displayed on the app during the setup process\nHuman Agent: If you are doing setup from the Smartz app you can follow these instructions.\n\nSmartz QR code setup instructions:\n\nMake sure your smartphone is connected to 2.4GHz wifi then on the Smartz app tap on “Devices”, scroll down and tap on “Add device”.  Follow the in-app instructions to complete your setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n***The camera should be next to your router during setup, 5ft or less to your router***\n\nCustomer: Is there a live rep that I can speak to for help, please?\nHuman Agent: If you prefer talking to one of our phone reps you can tap on the invite I just sent to schedule a callback"]
["Customer: Set up\nCustomer: Cannot connect the camera\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Agent\nCustomer: Ok\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\n\nCustomer: Hi Kyle. I am trying to add a camera to my current cameras. I purchased the new one used. It is telling that it needs to be disconnected from the original person and I do not have access to that. So it said to contact support \nHuman Agent: Okay, I will need the cameras ID number and Model to look and see what6 kind of account its bound to right now. \nCustomer: Model is zoom-ibf23-w.    Zmd17a8i7206086\nHuman Agent: Okay one moment while I look up this device.\nCustomer: Ty\nHuman Agent: Currently this device is not bound to any account, perhaps the previous accountholder deleted it, try seeing if you can add it to the account again. \nCustomer: I have it connected to the internet but I can’t see it on my dashboard \nHuman Agent: yes its not on the account yet, try adding it to the account again. \nCustomer: If I changed screens will I loose you. And how do I add it since I already have the blue light\nHuman Agent: you wont loose the chat you can come back if you have trouble adding it, the chat only times out after 5 minutes of no messages.\nHuman Agent: you would jsut add it with the LAN option, once you tap the plus choose the option at the bottom that says tap to add a solid blue device.\nHuman Agent: Looks like you added it to the account, if you cant see it try refreshing the app and check the device list.\nCustomer: Ok trying again\nHuman Agent: try refreshing the app and check the device list.\n\nCustomer: Ok. Got it. It on there now. Thank you for your help\nCustomer: Have a good day"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Live agent\nHuman Agent: How can I assist you?\nCustomer: I am having an issue reactivating our camera system.  I have one comera and the smart kit here in the office with a new router.\nCustomer: The camera or smart kit won't indicate that it's on\nHuman Agent: The NVR will need to be plugged in to the new router with an Ethernet cable. And the camera will need to be setup to the Wi-Fi network with the initial setup method. \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: OK, smart kit is plugged into the new router with a cable  ID on camera is 00IA14001314\nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Found it, It says no internet\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: It's not finding a netwok to select\nHuman Agent: Does it just bring up a blank screen when you are looking for the Wi-Fi networks? If that is the case, then you will want to turn off the mobile data on your phone.\nCustomer: OK\nCustomer: Yes... blank screen\nCustomer: Put in airplane mode???\nHuman Agent: No, you will turn of the Mobile Data or Cellular Data.\nCustomer: Yep... that seemed to work, waiting on connection now\nCustomer: Still waiting for connection on the app mon my phone and there still are no lights on either the camera or the smart kit\nHuman Agent: There are no lights at all on the NVR? Then you may want to check the power to the NVR. As for the camera, you may want to check the Wi-Fi settings for the ZMD_SAP network again. If you see it, then the camera did not setup, so you will want to try the setup again.\nCustomer: By NVR I assume you mean the Smart Kit?  if so.... yes, the power is good to it, it's plugged in to a good circuit.  I just got a screen on my phone that says connection timed out... \nHuman Agent: The device on your account named \"Smart Kit\" is a Network Video Recorder. There will be lights on the NVR when it is powered on. So if you do not see lights on the NVR, then it may not be powering on.\nCustomer: Lights on it now, I switched out the power supply, Must of gone bad\nCustomer: ZMD_SAD says no internet\nHuman Agent: Yes, the ZMD_SAP network does not have internet. It is coming from the camera and it is how you give the camera your Wi-Fi information.\nCustomer: OK, what's netx?\nHuman Agent: If you see the ZMD_SAP network, then you will do the Zink setup again in the app.\nCustomer: I did the Zink connection to the new router, it keeps going back to that page after I hit done\nHuman Agent: It keeps going back to what page?\nCustomer: \"Zink Connection\" No flashing lights on camera yet\nCustomer: I'm now connected to ZMD\nCustomer: Next??\nHuman Agent: There would not be any lights on that camera model. Is it not going to the screen that is asking you for your Wi-Fi information, then double check that you are connected to ZMD_SAP.\nCustomer: I'm currently connected to ZMD, it says No Internet\nCustomer: I hit done, and goes back to the same page, I'm just going round & round\nHuman Agent: Okay, then you can try restarting the app. You will want to connect back to your Wi-Fi before you restart the app.\nCustomer: Same thing is happening...\nHuman Agent: What screen exactly it it getting stuck on?\nCustomer: Was trying to send you a screen shot, your system wont let me.  It's stuck on the \"Zink Connection\" page\nHuman Agent: Can you give me more information about the screen? There are multiple screens that say Zink Connection.\nCustomer: When I hit \"Tap here to continue\"  it shows the Wi_fi options, my new router is on it and sellected.  When I hit \"Done\" it simply goes back to that same page and starts over\nHuman Agent: That is the screen you need to connect the ZMD_SAP, not your Wi-Fi network.\nCustomer: OK... did that again, got to the camera and added a name, No what??? Asking for free trial...\nCustomer: It shows the list of my 4 items and shows all as expired\nHuman Agent: You can just hit next or back out of that screen, it does not matter for the setup.\nCustomer: There is no Next  or  Back out option, only \"Start Free Trial\" button\nCustomer: Back arrow at top left???\nHuman Agent: Yes, the back arrow at the top left.\nCustomer: OK... This camera and the NVR now have blue buttons on in the app and this one camera is working\nHuman Agent: Yes, the NVR and that camera are online and connected now.\nCustomer: So to get the other two camera's online, I need to take this router over to them (they are mounted) and actived through the app on my phone?\nHuman Agent: You would likely not move the router. I mean, you can, but it would still need to be connected to the internet. Then you would do the Zink setup for those cameras.\nCustomer: I have an internet cat-5 line over there for it.\nHuman Agent: Are you talking about your router or the NVR?\nCustomer: So.... how does the NVR work???  What does it do???   Sorry, I've never used this system before and am taking over for the guy that did.   it went down last fall and I'm trying to get it back on line.\nHuman Agent: The cameras connect to the NVR through the router and can record to the hard drive in the NVR. You can also connect the NVR to a monitor to view the cameras.\nCustomer: Both router & NVR will be in a different building where these cammeras are.  There is internet over there\nCustomer: How many days does it do a look-back?    What was the fee we were paying for up to last september for?\nHuman Agent: The NVR will need to be connected to the same network as the cameras in order for it to see the cameras. It will depend on the size of the hard drive inside of the NVR and the number of cameras and the recording settings you have. It looks like you had a Cloud Plan on the cameras that did not renew and expired on 9/6/2023.\nCustomer: OK, so a cloud plan whould extend the amount of data and/or look back recording days for these cameras... Corect?\nHuman Agent: No, it would not extend it necessarily. It would be a separate recording to the cloud instead of to the hard drive in the NVR.\nCustomer: OK... I understand.  I would like to purchase 2 more cameras like these, what would you recommend?\nHuman Agent: If you want cameras for your NVR, then you would want to look for 720p Zmodo or Funlux cameras. We do not sell any cameras that would work with the NVR system any longer. You can purchase the 1080p cameras that we have for sale currently. You can still set them up on your account and view the cameras, they just would not work with the NVR.\nCustomer: OK... So look for the 720p Zmodo or Funlux cameras on Ebay or marketplace?\nHuman Agent: If you want cameras that would work with your NVR, then yes, you can look there.\nCustomer: OK.... thank you very much for all your help!!!\nHuman Agent: You're welcome.\nCustomer: Would these work?    Zmodo 720p HD IP ZP-IBH15-W Wireless IR Outdoor Home Security Cameras                          https://www.ebay.com/itm/305851399566?_skw=720p+Zmodo&itmmeta=01JC4A2PHPE2DJAJQ0HMG0SYQ5&hash=item473629fd8e:g:Q-kAAOSwtipnCDlV&itmprp=enc%3AAQAJAAAA0HoV3kP08IDx%2BKZ9MfhVJKn%2F%2BIzeyUhvtGFBa3lm0mmJjnw9gEiYyRdfXKvcFhjvOBO9NyGTnOVzeyrR8MgZBCOwuON02XacmNy1RjtBOTbkcT%2BL4uWLLVBzm2gyWR%2FsD2loIFWH9ma146%2B9Ybpe2lxY%2B7oPhbdY5wvAUu%2Bm142%2FCDXKZleInac%2FcqFlsK3Kc8Pee1DfJ39tugVj24GJm4JrfULyKfzyNwP1%2FWqUjQWNDyD98m3xQIDtJQrKBMZTJp1%2Fr5wyczdGIQE%2FBS6ZPFE%3D%7Ctkp%3ABk9SR_joiorhZA\nHuman Agent: That appears to be two 720p Zmodo cameras, so they should work.\nCustomer: Thanks...\nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: I had this camera ever since 2021 and I'm trying to connect to it can I connect find the channel\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. \n\nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: Can not connect to ZMD wifi\nCustomer: Set up\nCustomer: Does not read QR code \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: I can not get my cameras to connect\nCustomer: We have a solid blue light\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you send me the cameras Model and ID number"]
["Customer: Hablar en español\nCustomer: 'Agente'\nCustomer: Troubleshooting\nHuman Agent: Hola, te comunicaste con atención al cliente, mi nombre es Kylie. ¿Cómo puedo ayudarte hoy?\nCustomer: Soporte\nCustomer: Tecnico\nCustomer: Kylie\nCustomer: Nesecito ayuda con las camaras\nCustomer: Me podría facilitar un número de teléfono ya que es más fácil para mi\nHuman Agent: ¿Está intentando configurarlos por primera vez o ya se han configurado anteriormente?\nCustomer: Ya fueron configurado en otra cuenta\nHuman Agent: \nDesafortunadamente, no contamos con soporte para llamadas telefónicas en español. Si desea una llamada, solo será en inglés. ¿Aún desea programar una llamada?\nCustomer: Noo\nCustomer: Me podrías ayudar\nCustomer: Cómo conectar las cámaras \nCustomer: Por q se tardan tanto en contestar\nHuman Agent: Pido disculpas por la demora, hay una afluencia de clientes que se comunican con nosotros para las vacaciones. Puedo enviarle las instrucciones de configuración de la cámara si puede enviarme el modelo de la cámara y el número de identificación, esto estará en la etiqueta de la cámara y la identificación comenzará con ZMD."]
["Customer: Troubleshooting\nCustomer: No\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Did you see my messages in our previous chats referring you to the QR setup rather than the Zink setup? If not, you'll need to use QR setup on your cameras. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: About 2 weeks ago my ZMODO cameras all stopped working. I have tried to reset them i updated the app. I deleted them and try to add them and can't get them add.... Not sure what in the heck is going on. We have had ZMODO cameras for years and nothing changed until just 2 weeks ago. \nCustomer: How do I reach Customer Support? \nCustomer: okay\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I have a lot of cameras but the one currently at my desk is  13g7cd000846\nCustomer: I have 3 of these\nHuman Agent: Thank you. Can you unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in? Then watch it and let me know if the light changes.\nCustomer: I have done this with all of my cameras.. They are flashing green\nHuman Agent: I understand you have done it already. I do not expect it to resolve the issue with just a reboot. But we want to make sure it is restarted just before we do the setup and make sure it is rebooting properly.\nCustomer: I have done it with the one on my desk per your ask and it is flashing green\nHuman Agent: It should not start flashing green. But that's fine, lets move on from that. \nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: I unplugged for 30 seconds and it's flashing green. \nHuman Agent: I understand. It should be solid green before it starts flashing green. But that is fine, lets not worry about that. Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Yes. ZMD_SAP \nHuman Agent: If you see the ZMD_SAP network, then you will want to do the Zink setup. Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: I have done this multiple times as well.... I choose ZMD SAP and sometime it connects and sometime it just says Internet Not Available and just stops there. Both ways it never goes to a next step\nCustomer: I click done and it just brings me back to ZINK Connection instruction page.\nCustomer: Tap her to begin\nHuman Agent: It will say that the internet is not available since the ZMD_SAP network does not have internet. That is likely a location setting issue. You will need to make sure that the Location is turned on for your phone. Then you will need to go to the permission in your phone settings and make sure that the app has permission to use your phone's location. And if there is a Precise Location permission in the app permissions, then that needs to be on, as well.\nCustomer: Doing it again.... ZMD checking Quality of Internet.... then it says connected without internet and then goes to my password for my internet and then just spins.... and spins... I try inputting manually and put name of network and then password and then it does absolutely nothing\nCustomer: Is location and permission both in phone settings?\nHuman Agent: Okay, if it asks you to select a network and it does not bring up any networks, then that means the phone is using your cellular data instead of the ZMD_SAP network. You will want to turn off your Cellular Data or Mobile Data.\nCustomer: locations is turned on... and found recent access ZMODO 4 minute ago. \nHuman Agent: Yes, I understand. If you got to the screen that was asking for your Wi-Fi information, then the Location permissions should be set correctly.\nHuman Agent: If it asks you to select a network and it does not bring up any networks, then that means the phone is using your cellular data instead of the ZMD_SAP network. You will want to turn off your Cellular Data or Mobile Data.\nCustomer: so you mean switch to airplane mode? \nHuman Agent: No, you can turn off the Mobile Data or Cellular Data in your phone settings.\nCustomer: okay I found it... and turned it off\nCustomer: I went back to the instructions and I am now in Wife Name and Password area and it's just spinning... not giving me a selection. \nHuman Agent: Is your mobile data still turned off?\nCustomer: yes. it says OFF\nHuman Agent: Okay, can you check your Wi-Fi settings and tell me what network your phone is connected to?\nCustomer: ZMD\nCustomer: Should I try Manual Setup\nHuman Agent: You can try. You may want to reconnect to your Wi-Fi network, restart the app, and then do the setup again. Because if you did not restart the setup, then it would still not show you networks.\nCustomer: I typed it in manually and it moved on.... now its gone to screen Waiting for Connection this may take a few minutes.\nCustomer: I did restart the setup 3 different times... but now typing it in manually this is as far as I have gotten in the last 2 weeks.... It will probably now time out\nHuman Agent: Well, you would want to watch the light on the camera. Did the light change?\nCustomer: However, I did turn of the data stuff some maybe we get lucky\nCustomer: Light has not changed.. still flashing GREEN\nCustomer: I have spent hours on this... believe me . Reading everything online that I could... It just is the weirdest thing.... ALL of my Cameras do the exact same thing. I have tried all of the different ways to also setup ... from the scan code as well. Nothing has gotten me past where we are right now... Which is waiting for connection.... \nHuman Agent: Okay, so it either may have changed earlier and then changed back. Or it may have been another camera's ZMD_SAP network that you connected to. Can you unplug any other cameras that you have so that just the one camera is plugged in?\nCustomer: after setting up camera manually\nCustomer: I have like 9 cameras.... The only one close to me is the one on my desk... I have a large home... but yes... I CAN GO unplug them all. \nCustomer: I have like 9 cameras.... The only one close to me is the one on my desk... I have a large home... but yes... I CAN GO unplug them all. \nCustomer: I just got the error message back that I get after the timing out... Connection Timed Out.. yada yada.... Give me a second and I will go and unplug all of the camera... and also bring another type of camera to my desk ... just in case we want to try a different camera.\nHuman Agent: I understand, but other cameras may be making the ZMD_SAP network. If you are connecting to another camera you would not be able to see the light if it changes and tries to connect. Your phone may also have a weaker connection and that could be causing some of the issue with setting up the camera.\nCustomer: Okay... I got them all unplugged and brought another model with me just in case\nCustomer: I am going to start over and close app and start from beginning\nCustomer: So I am back at the stage in which you add the wifi and password... It is spinning.. not finding anything... I remember when I orginally set these cameras up I had to manual so I will do manual again. Problem is after I click manual it timesout after so long.. let s see\nHuman Agent: You can try that. It should give you a list of networks. If it is not and just spinning, that means the app or phone is not using the ZMD_SAP network and either reconnected to your network or is using the mobile data. Could I have the Device ID of the other camera?\nCustomer: I got it to work....  didn't give me the list but I was able to load it manually and it went through all of the steps .... So Now I have 1 camera... Do I just keep trying again... do all my cameras load up the same way? \nHuman Agent: I would need the Device IDs for the other cameras to know how they setup.\nCustomer: Okay.. one moment... let me go get them. The other one on my desk is a different model.... it's zh-ixy2h-w\nCustomer: zmd14e4d7001394\nHuman Agent: That camera will use the QR Code setup.\nCustomer: ZMD14G9F7001737\nHuman Agent: That camera will also use the QR Code setup.\nCustomer: ZMD13IEED002527\nHuman Agent: That camera will use the Zink setup.\nCustomer: And then I have 4 outside cameras mounted 20 ft in the air .. any idea on those? \nHuman Agent: It would likely be Zink or QR Code setup.\nCustomer: CAN I somehow save these notes?\nHuman Agent: You can take screenshots of the chat.\nCustomer: Okay... i am going to try and set up an additonal camera... I will reach out if it has problems\nHuman Agent: Alright, please let me know if oyu have any questions."]
["Customer: Set up\nCustomer: I have new WiFi and trying to connect with it\nCustomer: What do I need to do\nCustomer: Trying to connect cameras with new Wi-Fi\nHuman Agent: Hello, my name is Grant. The cameras on your account will use the QR Code setup method to connect to a new Wi-Fi network. \nHuman Agent: Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: It’s say 5GHz is not supported \nHuman Agent: YEs, the app says that 5 GHz Wi-Fi is not supported because the camera will only connect to a 2.4 GHz network. It will say that no matter what network you are connected to.\nCustomer: Will it connect to my 5GHz?\nHuman Agent: No, the camera will not connect to the 5 GHz Wi-Fi band. The camera will connect to the 2.4 GHz band.\nCustomer: Hello\nHuman Agent: Hello, did you try the QR Code setup?"]
["Customer: Set up\nCustomer: Trying to install camera with blue light\nCustomer: It says it’s all assigned to a network \nCustomer: How do I change networks \nCustomer: I have tried all this\nCustomer: Trying to install camera. It keeps saying it’s already on a network but I don’t know what \nCustomer: How do reconfig camera \nCustomer: Is they any way to talk with a person \nCustomer: Is there a person I can call\nCustomer: Hello\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: I just want to get my camera working \nCustomer: I am assuming it was set up with an old network we had. I 3 other cameras that all came in and work. This one doesn’t \nHuman Agent: Thats No problem, based on what you said earlier to the chatbot it sounds  like the camera may possibly be tied to another account or not added to the account in error, Are you able to send me the cameras ID number and Model? This will be on the cameras sticker and the ID wills tart with ZMD\nCustomer: D/static_file/3686175053_1_20250114154852.jpg\nCustomer: D/static_file/0278a5053a_1_20250114154944.jpg\nHuman Agent: Perfect let me look up the camera info one moment\nCustomer: Ok\nHuman Agent: The setup this camera uses is called Zink. Here are the steps for the setup, if you have any trouble throughout the setup or if the camera does not connect just let me know,\nHuman Agent: 1.Check Network Compatibility:\n\nEnsure that the W-iFi network you want to connect the camera/s to, is operating on the 2.4GHz frequency.\n\n\n\n2.Access Zink Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the Zink option.\n\n\n\n3.Initiate Installation:\n\nEnter the number of devices you are trying to set up, tap on the check mark or next.\n\n\n\n4.Connecting to the ZMD_SAP\n\nTap on \"Tap Here to begin set up\" follow the onscreen instructions. The phone may warn you this network has no internet.\n\n\n\n5.Wi-Fi Password Entry:\n\nThe app will prompt you to select or enter your Wi-Fi name (SSID) and enter the Wi-Fi password. Remember the Wi-Fi and password are case sensitive.\n\n\n\n6.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nCustomer: It says unable to join. Netwrk\nHuman Agent: Are you using an android or an apple phone?\nCustomer: Apple \nHuman Agent: Okay, Make sure you are within 10FT of the camera then reboot the camera by unplugging and plugging it in, once it comes back online try to connect to the ZMD_SAP network from your phones wifi settings first then try the setup, let me know if the phone still still fails to conenct to the ZMD_SAP network after the 4 tries.\nCustomer: That doesn’t come up to connect with \nHuman Agent: Interesting it should pop up on your phoens wifi settings if the camera is in the setup mode, when you look at the lights on the camera what is the color and are they flashing or solid?\nCustomer: When I plug it it’s solid green then starts flashing green then goes solid blue \nCustomer: It acts like it’s connected but doesn’t show up with my other cameras\nHuman Agent: Okay If the camera is solid blue that light pattern tells me that the camera is online, I looked up the camera and its telling me it is offline, this tells me that the camera is connecting to a newtowrk, but it is not getting any itnernet and thats why its not adding to the account.\nHuman Agent: Do you recall before when you origionally tried to go through the setup if the camera was solid blue at that point?\nCustomer: Yes it was\nHuman Agent: Okay, that means before you tried to reconnect it it was already connecting to something. Do you by chance have any wifi extenders or if you changed routers do you still have the old router plugged in still?\nCustomer: I am checking \nCustomer: Old router is gone. The 3 other cameras hooked up the way it is. \nCustomer: I don’t know what to do. \nHuman Agent: Hmmmmmm this camera is clearly connecting to something from the old netwrok based on what you told me and the light pattern so something within your home is pushing out a network and the camera is connecting to it. Unfortunately on our end remotely theres no way to tell what a camera was setup/is setup on so you would have to find whatever is pushing out that old network and manually unplug it.\nHuman Agent: Ah, found one more thing that could help that we could try, We can have you do a reset on this camera so it goes back to its default this will put the camera back into setup mode and it will forget the old wifi into totally.\nHuman Agent: For the reset on the back of the camera is a small pinhole, it may say reset above or near it or it may not, take a paperclip and push it into that hole and hold it there while you watch the lights. You will know it has taken the reset once the lights turn a solid green and can remove the pin\nHuman Agent: roughtly speaking you would hold the pin into the hole for 30 seconds to a minute long for this to react, so it its been logner then that you can stop holding the pin and remove it. Just let me know if you have troubled with the reset at all\nCustomer: D/static_file/291eca2f32_1_20250114163325.png\nHuman Agent: How odd, this camera is not bound to any accoutn currently, are you able totry seeing if you can add it again? though rare when a camera after a reset comes back online this message can pop up in error.\nCustomer: That worked now going try getting connected \nCustomer: Thank you that worked \nHuman Agent: Fantastic! good work\nCustomer: Thanks. \nHuman Agent: It was a pleasure asssiting you with this process, is there any other questions you may have for me before we close the chat?"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: I can't get my cameras to work\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Hello! What Wi-Fi frequency does system run on? Cable company replaced router and now cameras don’t work.\nCustomer: Cameras and nice are older\nNvr model zpnl14\nCameras zpIbI15\nCustomer: NVR\nCustomer: Autocorrect spelled nice sorry\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: To be honest, system has been offline for probably 5 years\nCustomer: ZMD13CQ7820348\nHuman Agent: That looks like the NVR. It plugs in to the router for internet access. Could I have the Device ID from the easiest camera for you to access?\nCustomer: Sorry my bad\nCustomer: ZMD13CM68247356\nHuman Agent: Thank you. The camera will use the Zink setup. Could you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Thank you Grant, but I will have to get back to you on this. At night I do notice red light. Cameras require ladder to reach and I have other appointment scheduled today.\nHuman Agent: Alright, that is fine. There will be a green or blue light in the camera when it is powered on properly. I will send you the Zink instructions if you would like so that you can try if you have time.\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: Do you think I will have to remove cameras and relink them to NVR?\nHuman Agent: The cameras would connect to your NVR through your router. So when you connect them to the Wi-Fi network, they should be able to be found by the NVR.\nCustomer: Ok , thank you for your time! Also Grant cameras seemed very sensitive when they were working…. ie leaves blowing on trees or bushes tripping cameras. Is there a sensitivity setting for them?\nHuman Agent: There is not a sensitivity for the motion detection. You can try changing the motion detection area so that only movement in certain areas of the camera's view will set off a motion alert.\nCustomer: Ok thank you for your time!🙋🏻‍♂️\nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: Help\nCustomer: representative\nCustomer: agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: Hey Dillon, Happy Friday, my name is Jenn. I just moved into a new house that has a Zmodo set up, and I've downloaded the app, now just trying to get the account switched to me. Can you help me with that?\nHuman Agent: Typically devices can only be bound to one account at once. If they're already bound to another account we may need to first get them removed from that. Would you be able to provide the IDs of the cameras you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Okay cool, let me take a look...\nHuman Agent: Okay, thanks. \nCustomer: I don't see anything on the device on the front of the house\nCustomer: I thought when i tried to set it up recently it just had to be in range....is that a thing?\nHuman Agent: Unless it's been removed, the cameras should have a sticker on them with information like the model and ID. Do you know if these are wifi cameras or cameras that are wired to an NVR? \n\nIf they're wifi cameras, they would need to be in range of the router to have adequate wifi signal, but different cameras have different set up methods so ideally we would want to know the ID or the model if the ID is unavailable to get some information on what setup they may use. \nCustomer: I believe it's wifi...this looks like an older model. one second..\nCustomer: does the cover pop off?\nCustomer: like a ring doorbell does?\nHuman Agent: I do not know anything about Ring products and I do not know what type of device you're currently working with. Is this a doorbell? Would you be able to provide a picture of it? \nCustomer: yes one sec\nHuman Agent: Okay, thank you. \nCustomer: D/static_file/3fd1c8f2b7_1_20250110174052.jpg\nHuman Agent: Okay, thank you. It looks like this is a Greet 1.0 doorbell. I apologize, I had thought this was a normal camera you were referring to initially. The ID for this would be on the back of it, but it would need to be lifted off of the bracket to see that (and may have a security screw holding it in place on the bracket). If it is flashing green, you can follow the setup below to connect it. From there, we should be able to more easily check the ID once it is online. \n\nIn order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\n\nCustomer: okay i remember i tried doing the connection and it said it was unable to connect to Z_MAP or something, but let me try again\nCustomer: *ZMD_SAP\nHuman Agent: You will need to be within 10 feet to connect to that network and it will only be available if the doorbell is flashing green. If you are on iOS, it may fail a few times before it connects. \nCustomer: okay, i just put in my wifi name and password...\nCustomer: it's thinking...(doing this on my iOS)\nHuman Agent: Okay, if it goes past the page where you input your wifi information, the doorbell should start to blink blue and if successful, it will go to a solid blue. \nCustomer: okay, thanks. it's still blinking green.\nCustomer: you're right, this does take a few tries on my phone to connect\nHuman Agent: Okay, did it get past the network name and password page or did it just get stuck on that page? \nCustomer: it's stuck and twirling. I've hit the check mark button below about 3 times now\nHuman Agent: We will be closing in 10 minutes at 6pm CT. I would be happy to continue to assist you until then, but the chat will close at that time. If you would like an email follow up, please let me know and provide an email you would like me to reach out on tomorrow.\nCustomer: okay great, thanks. My email is: Jennifer.LaPlante117@gmail.com\nHuman Agent: Please try turning off your cellular data and then try again. You'll want to turn it back on when you're all done, but data can sometimes get in the way of the setup there. \nCustomer: got it. cellular data switched to Off.\nCustomer: trying again...\nCustomer: dang, it's not working or going to the next page. We can try again tomorrow if that's okay with you. What are your office hours tomomorrow?\nCustomer: yeah it says \"X Failure\"\nCustomer: Okay, I'm going to sign off. I hope you have a great evening and I'll keep an eye out for your email. Thank you, Dillon! :)\nHuman Agent: We are open Mon-Fri from 9am-12pm and 1pm-6pm excluding holidays. \nHuman Agent: For the failure message, I would recommend restarting your phone and the doorbell. To restart the doorbell, there is a reset pinhole on the bottom of it you can hold until the light goes solid green. \nHuman Agent: Have a great evening as well!"]
["Customer: My camera labeled Test will not update or come on line.  can you please help \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: My cameras are not working \nCustomer: Where do I go to reconnect my device\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: New Router need to reconnect security cameras \nCustomer: We're not sure how my daughter did it and she's not here\nCustomer: We didn't connect tge cameras \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I was able to look up your account to find what setup the cameras use, for these cameras they can use the QR code or the Zink setup, would you like for me to send you directions for both setups for you to try with the cameras?\nCustomer: The cameras need to be connected to the new Router \nCustomer: And we don't know how to do that\nCustomer: Yes\nCustomer: Are you there\nCustomer: Can you ho ahead and send the to set up for our camera's please thanks\nHuman Agent: Zink Setup Directions\n\n1.Check Network Compatibility:\n\nEnsure that the W-iFi network you want to connect the camera/s to, is operating on the 2.4GHz frequency.\n\n\n\n2.Access Zink Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the Zink option.\n\n\n\n3.Initiate Installation:\n\nEnter the number of devices you are trying to set up, tap on the check mark or next.\n\n\n\n4.Connecting to the ZMD_SAP\n\nTap on \"Tap Here to begin set up\" follow the onscreen instructions. The phone may warn you this network has no internet.\n\n\n\n5.Wi-Fi Password Entry:\n\nThe app will prompt you to select or enter your Wi-Fi name (SSID) and enter the Wi-Fi password. Remember the Wi-Fi and password are case sensitive.\n\n\n\n6.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nHuman Agent: QR code setup directions\n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nHuman Agent: I would recommend personally to reboot the caemras by unplugging and plugging them in then going through the QR code setup first if your able to reach the cameras to get 6FT away properly, as with that setup its more likely to get multiple online when one camera comes online, with the Zink setup it doesn't work that way and you would individually have to setup each camera typically more often."]
["Customer: Both of my cameras are offline\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Hi need help setting up a camera \nCustomer: Blinking blue and green\nCustomer: It blinks green 10 times then blue\nCustomer: What can I do \nCustomer: How can o reset and set it up\nCustomer: Need to reset a camera\nCustomer: -1\nCustomer: I need to reset \nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Need an agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you are trying to set up?\nCustomer: Hi I need to reset 2 cameras they are blinking 10 times green then blue\nHuman Agent: What are the IDs of the cameras you are trying to set up?\nCustomer: ZMD13FCDB091367\nCustomer: ZMD13FCDB003587\nHuman Agent: There would not be a way to reset these when they are offline as they currently are and it generally should not be needed. The first you sent seems to have never been online before or the ID could be incorrect. The second would use the QR code setup method to reconnect it. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Still here\nHuman Agent: Okay. \nCustomer: ZMD13FCDB091367   This one works withe QR CODE \nCustomer: The other one not\nCustomer: I am here \nHuman Agent: You have already set up the other one. The one you just mentioned is not yet online though. That other may be on Zink firmware since it has not been set up. When plugged in and flashing, can you find the ZMD_SAP network in your available networks?\nCustomer: It’s know solid blue \nHuman Agent: ZMD13FCDB091367 is solid blue?\nHuman Agent: So both are now solid blue?\nCustomer: Yes but this ones does not appear on my list \nHuman Agent: Okay, it is not showing on our servers so may be on very old firmware. Can you try restarting it and let me know once it gets back to solid blue?\n\nCustomer: It’s know on my list with different name \nHuman Agent: Ah, rather than ZMD13FCDB091367 it was ZMD13FCDB001367?"]
["Customer: Agebt\nCustomer: Agent\nCustomer: I need an agent\nCustomer: Agent\nCustomer: AGENT\nHuman Agent: How can I assist you?\nCustomer: I removed my 2 cameras from this account, I made a new account and I want to connect them to my new account on a new phone but it won't let me. I already removed them from this account thi\nCustomer: I have sold them to someone else so I need them completely deleted from my account. I am with the person right now trying to connect them to his account and it's not working\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: There are 2 cameras. One is zmd17g917800144 and the other zmd17g917800189\nHuman Agent: Okay, lets work with them one at a time. Which camera do you want to start with?\nCustomer: The first one ending in 144\nHuman Agent: Alright, let me take a look.\nCustomer: Thank you\nCustomer: They are plugged in right now I don't know if that matters or not\nHuman Agent: It looks like the camera is already connected to the Wi-Fi network, so you will want to try a LAN Search in the app to add the camera to the account. \nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: OK that one is connected now can we do the other one? The other one is not showing up yet\nCustomer: The one ending in 189\nHuman Agent: Alright, I will sync and restart that camera. Watch the light in the camera and it will chaneg to solid green, flashing green, flashing blue, and solid blue. When it is solid blue again, try the LAN Search again.\nCustomer: Awesome thank you! \nCustomer: Looks like they are both connected now\nHuman Agent: You're welcome.\nCustomer: Now can you delete my account please? \nHuman Agent: I can send you an email with our Data Subject Rights Request form to fill out and return and then we will be able to get your account deleted.\nCustomer: OK will I have to do anything else in the app? Or will it be completed once I email that back? \nCustomer: But yes please send that email 😊 thank you you have been so helpful \nHuman Agent: You would just need to fill out the form and return it.\nCustomer: Awesome thank you! Than yes please send me the email and then I am done \nCustomer: Have a good day! 😊\nCustomer: My email is amhawkins707@gmail.com \nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like your having trouble with the setup. I will need to look up the devices youa re trying to setup can you send me all the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid."]
["Customer: Reconnecting after new WiFi password \nHuman Agent: Hello, my name is Grant. The two cameras on your account will use the QR Code setup method to connect to your new Wi-Fi network.Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Troubleshooting\nCustomer: No camera service\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you trying to set your cameras back up?\nCustomer: How to reconfigure camera\nCustomer: Yes\nHuman Agent: It looks like you have 4 cameras that can use the QR setup (Camera 2 bedroom, House1, Camera 4, and Smart Device). The other 4 use Zink setup. I'd recommend restarting them all and then set up the QR cameras first as they may pull others online when you connect them. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: How to reset internet settings\nHuman Agent: Did you see my previous message? I said \"It looks like you have 4 cameras that can use the QR setup (Camera 2 bedroom, House1, Camera 4, and Smart Device). The other 4 use Zink setup. I'd recommend restarting them all and then set up the QR cameras first as they may pull others online when you connect them. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\"."]
["Customer: How do I connect my cameras to my new Wi-Fi\nCustomer: I can't remember how I did it\nCustomer: I do not have the scan code bar that you scan to get them all connected\nHuman Agent: Hello, you've reached customer care, my name is Kylie. You would not have to scan a QR code for the Zmodo app to do the setup, the QR code generates at the end of the setup that you would use with the cameras to bring them online\nHuman Agent: QR Code Set Up steps\n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nHuman Agent: Here are the QR code setups directions/steps if you need them."]
["Customer: Set up\nCustomer: Hello, I already have a system set up but want to change my Wi-Fi router settings. How do I get into those settings on my phone?\nCustomer: Maybe you misunderstood, I changed my home router now my cameras will not work. How do I tell the cameras that I have a new router?\nCustomer: When I log into my Wi-Fi, I am not seeing the camera Internet connection\nCustomer: There is no colored lights on the camera, but it does click when I stand in front of it\nCustomer: There is no green light lit up on the camera to tell you that it is ready for set up\nCustomer: I do remember in 2018 when I bought these cameras that the set up was not very easy. Do I need to unplug my Wi-Fi in order to see?ZMD_SAP In my Wi-Fi settings\nCustomer: Do I need to disconnect my Wi-Fi router in order to see?ZMD_SAP appear in my Wi-Fi settings on my mobile device?\nCustomer: I just did. Obviously the cameras are too old and you’re set up is too complicated. They worked before I changed my router.\nCustomer: OK, how do I get to see the cameras in my Wi-Fi settings in order to tell them what network to be on?\nCustomer: Is there a way to talk to someone live not in a chat?\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: ZMB33ESE8271834\nCustomer: I’m sorry, it ZMD\nCustomer: I’m sorry the Camry I am working with is ZMD33ESE8271834\nCustomer: Are you still there?\nHuman Agent: Thank you for the ID\nHuman Agent: If you don't see a light on the camera it could indicate a power issue, to test if the camera has power can you cover the front of the camera to trigger the red night vision lights. Let me know if those come on. \n\nCustomer: Your chat was no help at all. Perhaps these cameras are too old to run with new equipment.\nHuman Agent: If you don't see a light on the camera it could indicate a power issue, to test if the camera has power can you cover the front of the camera to trigger the red night vision lights. Let me know if those come on. \nCustomer: Let me try that standby please\nHuman Agent: Okay \nCustomer: I just powered the camera back up, it clicks and a bunch a little red lights come on around the edges. I put my hand over it and it clicked again.\nHuman Agent: Ok\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code.\n\nCustomer: OK, when I go to my Wi-Fi settings, I do not see ZMD_SAP\nCustomer: This is what the book is telling me to look for\nHuman Agent: It does not set up using the Zink set up, so no need for the ZMD_SAP. Yes that was the old set up method but these have since been updated to QR code. Did you see the QR code instructions I sent? \nCustomer: Yes, I did, but shouldn’t I be able to tell the Funlux system that I want to login into a Wi-Fi rout?\nHuman Agent: No because the app has no way of communicating that information to the camera itself \nHuman Agent: The camera is offline it cannot be reached in any way \nCustomer: So the new set up is QR code and it should go back online. If this is the method do I need to do this with all of my cameras?\nHuman Agent: Yes, you might need to, but the cameras do try to share the wifi with other cameras in the area once one connects. So you might find multiple cameras are online after doing the QR code with one. \nCustomer: I am still here, was copying and printing out instructions so I could have them with me. \nHuman Agent: Ok\nCustomer: Well, I need to be connected to my 2.4 router or my 5G router settings\nHuman Agent: 2.4GHz\nCustomer: OK, I am going to try that now. May take a minute.\nHuman Agent: Okay \nCustomer: Yes, I am still here. I’m 63 years old and visually impaired and slower than the average 16-year-old. Please be patient.\nCustomer: I tried both of my 2.4 GHz connections and the app is telling me that it is not supported\nHuman Agent: Can you send me a screenshot of where it shows its not supported? \nHuman Agent: It normally states that it wont support the 5ghz network but you can progress if you are connected to the 2.4Ghz\nCustomer: Yes\nHuman Agent: Ok\nCustomer: Did you receive the screenshot?\nHuman Agent: No I have not \n\nCustomer: D/static_file/04482a92d3_1_20241011111838.png\nHuman Agent: That is caused by the Location setting or Location permission being turned being off for the app. Can you check both of these to make sure they are on. \nCustomer: Where do I find those settings.\nHuman Agent:  Settings > Privacy & Security > Location Services, then turn on Location Services\nCustomer: Standby please\nHuman Agent: Then for the app  Settings > Funlux > Location set location to while using the app, then enable precise location. \nCustomer: I do not find it. The only time I ever saw anything about privacy was when I reinstalled the app yesterday. There is no location settings in any of my settings folders.\nHuman Agent: Do you see the apps  option in the settings? \nCustomer: I will send you a screenshot of my Settings page\nHuman Agent: \nok\nCustomer: D/static_file/414306baa8_1_20241011113045.png\nHuman Agent: This would be the settings app on your phone not with in the funlux app. \nCustomer: This is what I see before I hit settings. After I hit settings, it just shows my cameras there is no location setting anywhere in this app. Only when I first installed it and I did that yesterday. To reinitialize the cameras.\nHuman Agent: This would be the settings app on your phone not with in the funlux app. \n\nCustomer: Let me look at that\nCustomer: OK, I found it and turned the location on \nHuman Agent: Okay please try the QR code. \nCustomer: OK, I successfully got one camera to work. I will have to go and do all the other ones as they are still circling looking for a connection.\nHuman Agent: Correct"]
["Customer: Can't get 1 camera to connect. Keeps timing out\nCustomer: Need a to talk with a customer service representative \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD 19A4IH514029 \nCustomer: Hello\nCustomer: NEED CUSTOMER SERVICE \nCustomer: 1 camera won't connect but is flashing green\nHuman Agent: Thank you. Can you please unplug the camera, plug it back in, and tell me what light comes on in the camera when you plug it back in?\nCustomer: SOLID GREEN\nCustomer: Now flashing green\nHuman Agent: Alright, good. Lets try the QR Code setup. When you show the QR Code to the Zmodo camera, hold your phone screen close to the Zmodo camera lens and pull it back. Watch the light closely in the camera and let me know if it changes from the flashing green.\nCustomer: What QR code\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera you are trying to setup or one that was used in the past? can you send me the cameras Model and ID number as well I will lookup info on it. the ID will start with ZMD or GSG on the sticker not the fccid."]
["Customer: Hola necesito que me ayude a reiniciar dos cámaras que ya he usado antes y por favor no me cierre la conversación que yo les estoy respondiendo \nCustomer: Están conectadas \nCustomer: Y parpadean en color verde \nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD o GSG y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras."]
["Customer: Can I talk to Grant again. This isn’t working \nCustomer: I am unable to connect my old cameras to my new network and I am getting very frustrated\nHuman Agent: Hello, my name is Grant. It looks like you did setup one of your cameras successfully. The camera named \"Inside\" is online.\nCustomer: A) that didn’t work. B) grant told me to try something else and it didn’t work \nHuman Agent: The setup did work as the camera is online. What do you see when you tap on Live for the camera?\nCustomer: Hi. It just sat there forever and kept saying failed. Let me look. \nHuman Agent: You are not worried about what it says in the app after you enter your Wi-Fi network and password. You would watch the light in the camera to see if it changes to a flashing blue and then to a solid blue.\nCustomer: Yay. That worked. Ok so I have to do that for each camera. Thank you. \nHuman Agent: Yes, the other two cameras on your account will use the Zink setup.\nHuman Agent: I want to let you know that the Live Chat support will close in 10 minutes. If we run out of time, then I will send you an invitation to schedule a callback appointment.\nCustomer: As soon as I type in the wifi password and say done it says add failed \nHuman Agent: Can you unplug the camera and plug it back in? You may also want to unplug the other camera that is not setup yet.\nHuman Agent: The Live Chat support will be closing for the evening. You can tap on Schedule Call if you would like to make a callback appointment.\nHuman Agent: The Live Chat support will be closing for the evening. You can tap on Schedule Call if you would like to make a callback appointment."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Can’t find QR \nCustomer: Generate qr code\nCustomer: Can’t reach camera for qr\nHuman Agent: Hello, my name is Grant. If you are trying to do the QR Code setup, then you will use the app to make the QR Code on your phone screen and then you will show the QR Code to the Zmodo camera.\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Agent\nCustomer: I got a new wifi and I need to update my camera. I hit the plus sign and clicked QR code but it won't scan my QR code\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Could you please provide a screenshot of the QR code you are using during setup?\nCustomer: I'd have to leave this screen to do so\nCustomer: D/static_file/d58d3c9ae9_1_20241009113549.jpg\nHuman Agent: Thanks. Please try swapping your phone back to light mode so the background of this page is not black as that can make it harder to properly read the code and try again.\nCustomer: I don't know how to do that \nCustomer: Last time I got a new wifi you all had to set it up for me\nHuman Agent: Generally you can do that from your phone's display settings. It's not possible for us to set up cameras for you. If you had already set it up to where it was online and just needed help adding it onto the account, we could have done that, but the setup itself is not possible to do from our end both because we would need to tell the camera your wifi name and password correctly and also because an offline device has no way to communicate with our servers. \nCustomer: D/static_file/3f694e4b7c_1_20241009113836.jpg\nCustomer: Still won't work\nHuman Agent: Okay, is this a 2.4Ghz network?\nCustomer: Yes\nHuman Agent: Okay. Please go to your wifi settings on your phone, forget the wifi network you're setting the cameras up to, then when it reappears, reconnect to it. You will have to re-enter the password when you reconnect. If you do not have to enter the password, you have not forgotten the network. Let me know once you reconnect to your wifi or if you have trouble reconnecting to it. \nCustomer: Done\nHuman Agent: Okay, you had to re-enter the password and were able to reconnect successfully, correct?\nCustomer: Correct \nHuman Agent: Okay, in the app then when you are going through setup, you're using the same password you just used to reconnect to your wifi when the app requests the password for the network, correct? \nCustomer: Yes\nHuman Agent: Okay, are the cameras switching between flashing green and flashing blue every so often or have they only flashed green even when showing the code?\nCustomer: Back and forth \nCustomer: Now it's solid blue but still won't scan QR code \nHuman Agent: Solid blue means it is connected which implies it was able to read the code. \n\nCustomer: Okay\nCustomer: Now I have another camera \nHuman Agent: That camera is now online so you should be able to show the code to the other as well. Once it goes solid blue you may quit the setup and test each of them. \nCustomer: Let me see if they are showing Live feed\nHuman Agent: Only the one is connected so far. \nCustomer: Other is solid blue\nCustomer: But no Live feed\nCustomer: Hang on\nHuman Agent: Sims Porch is also solid blue you mean?\nCustomer: Yes\nCustomer: But no Live fees\nCustomer: D/static_file/9805165d77_1_20241009114909.jpg\nHuman Agent: That device is not showing as connected on our end. Please restart it, see if it goes solid blue again, and once solid blue let me know. \nCustomer: I unplugged it already. It flashed green. I scanned qr code it went solid blue and no Live fees\nCustomer: Feed*\nHuman Agent: It now is online. Try viewing the live view now. \nCustomer: It worked!!\nCustomer: Thank you! \nHuman Agent: No problem, is there anything else I can help you with for now?\nCustomer: Nope\nCustomer: You've been great \nCustomer: Have a great day\nHuman Agent: You too!"]
["Customer: We have moved and I’m trying to recalibrate the cameras to our new place. Of course I do not have the original box with the QR code to recalibrate. Can you or someone help\nHuman Agent: Hi my name is Wendy.  Are the indicator lights on the cameras blinking green?\nHuman Agent: You are needing help setup cameras named extra, front porch, driveway, and backyard?\nCustomer: I have 1 camera doing nothing “Front porch” the other 3 are blinking green and blue 35x then green 10x\nHuman Agent: Smartz QR code setup instructions:\n\nMake sure your smartphone is connected to 2.4GHz wifi then on the Smartz app tap on “Devices”, scroll down and tap on “Add device”.  Follow the in-app instructions to complete your setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n***The camera should be next to your router during setup, 5ft or less to your router***\n\nHuman Agent: For the front porch camera, the camera is not showing any lights?  Could you try plugging the camera in with a different power adapter to see if that will get the camera to power on and show the indicator light?\nCustomer: The power supply box is bad. Switched boxes the camera works thank you\nHuman Agent: You're welcome\nCustomer: So I will try setting these up as new devices & see if that works. Thanks again \nHuman Agent: No problem! Let us know if you have any questions"]
["Customer: goodbye? ok thanks will be cancelling my cloud subscriptions right away. lol\nCustomer: thanks\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: I bought a new mesh system and I believe because these cameras are old they do not work with this new wifi mesh system\nCustomer: I have 5 cameras with cloud subscriptions but i am probably going to have to cancel and find a new camera brand that works with this newer updated wifi mesh system\n\nCustomer: I removed 2 of the 5 cameras I had but I could never connect to the wifi. I even set up an Iot network for the cameras but no luck\nHuman Agent: Is there a particular reason you believe they wouldn't be compatible? Also, are they at a different location than the current 3 on your account that are online?\nCustomer: now I cannot even connect to the ZMD_SAP to set the two i disconnected to the old router up.\nCustomer: no, they are all in the same location\nCustomer: i believe because my cameras are old and this mesh system is new. I think my mesh system is too new for the old zmodo cameras\nHuman Agent: It looks like 1 of the 2 you removed is online already. In future cases I would recommend not deleting them as it is not needed for setup and can result in cameras being reconnected without them being on your account. \nCustomer: which one is online=\nHuman Agent: I've just added it to your account with the name Smart Device. If you return to the home page and pull down to refresh, you should then see it. It will add with our time zone since I added it which is central time so please let me know if you need help changing that. For the other, I'll check on it now. \nCustomer: Ok i see it\nCustomer: What abiout the other one?\nHuman Agent: The last one, ZMD14DCDA207504, uses QR setup and so it would not be able to use the Zink setup that cameras that produce the ZMD_SAP network you mentioned use. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: I tried but no luck\nCustomer: I believe its the mesh system and the cameras are too old.\nCustomer: I will look around\nHuman Agent: Were you able to get the screenshot I mentioned? \nHuman Agent: That is not the case as the others are connected and this one is the same model as the other that is connected. \nCustomer: D/static_file/cba997870f_1_20250211174734.jpeg\nCustomer: Its cause I reconnected my old router\nCustomer: They are all connected to my old router but I am only doing this temprarily\nHuman Agent: So the new ones are not on the new network either? Is the old router supplying the internet to your mesh system or can you unplug it without the mesh system losing it's internet access?\nHuman Agent: We will be closing in 10 minutes at 6pm CT. I would be happy to continue to assist you until then, but the chat will close at that time. If you would like a callback, you may schedule one via the button below. If you would prefer an email follow up instead, please let me know and provide an email you would like me to reach out on tomorrow. \nCustomer: I have my mesh system connected but I reconnected my old router just so i have the cameras working until I can replace them with new ones that work w the new mesh system\nHuman Agent: That's likely unnecessary.  Is the old router supplying the internet to your mesh system or can you unplug it without the mesh system losing it's internet access?\nCustomer: I need to get my cameras connected to my new mesh system but the cameras dont want to. I was able to connect another camera from another company very easily it was only the zmodo cameras I couldnt and I am guessing its cause the mesh system is new\nCustomer: The old router is connected to my moden and my mesh system is too. I have my old wifi network that the cameras are currently connected to and the rest of items are connected to my new mesh system. I want to get rid of the old router and only use the mesh. \nCustomer: the mesh. and old router are two seperate wifi names w passwords connected to the same modem.\nHuman Agent: Okay, I would recommend unplugging the old router, then starting with your newer camera, Jardin, restart that camera and when it returns to blinking green, show it the QR code and let me know if it goes to a blinking blue at all. \nCustomer: ok one moment, but are u going to disconnect?\nHuman Agent: There are just under 3 minutes left until the chat will close. \nCustomer: ok no worries. im just gonna look into newer cameras. thanks!!!\nHuman Agent: Alright, we'd be happy to help you reconnect them if you'd like to in the future. You may also schedule a call as I mentioned if you'd prefer help via a call."]
["Customer: Troubleshooting\nCustomer: talk to agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: my camera is not connecting\nCustomer: ZMD14CR83001240\nCustomer: How to setup this camera\nCustomer: using zink or QR code\nHuman Agent: That camera uses the Zinks etup only not the QR code.\nHuman Agent: Can you go through the ZInk setup with the cam for me and tell me what it shwos on the page where you enter in the wifi password, you can send a screenshot of that page."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: My cameras got deleted off my account\nCustomer: lease help me re add cameras\nCustomer: please help add my cameras back\nCustomer:  i tried to connect to wifi but it does not woek\nHuman Agent: Hello, you've reached customer care, my name is Kylie. What is the email you use for your account?\nCustomer: kelianne@hawaii.rr.com\nHuman Agent: Okay, One moment while I look up your account. \nHuman Agent: I was able to look up your account and see several cameras that are online but were deleted from the account, I can re add them for you however it does not tell me what they were named before, is it okay for me to name them Camera 1 (ect) when I add them back to the account for you?\nCustomer: yes\nHuman Agent: Okay, One moment while I begin to add the devices back.\nHuman Agent: I readded all the devices that were on the account previously \nCustomer: thank you \nHuman Agent: No problem, anything else I can assist you with today?\nCustomer: that is all\nHuman Agent: Okay, have a good day! \nCustomer: thank you"]
["Customer: Update wifi\nCustomer: How do I update my WiFi so my cameras will reconnect \nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily."]
["Customer: Troubleshooting\nCustomer: Hi- I have tried to update the camera with new software and it always fails.\nCustomer: The light  is green and my WiFi is strong. Its a new WiFi network though\nHuman Agent: Hello, my name is Grant. If you have a new Wi-Fi network, then you will need to setup the camera with the new Wi-Fi network with the initial setup method.\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Having trouble setting up two of my cameras\nCustomer: The green lights on on both cameras I end up switching Wi-Fi networks, and only two of my cameras won’t hook up\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are these new cameras or cameras you had setup previously that your having trouble resonnecting?\nCustomer: I need a telephone number to customer service\nHuman Agent: We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\n\nCustomer: 207 699-7812\nCustomer: I wanna speak to a rep over the phone\nCustomer: Hello \nHuman Agent: Okay, I will send you the call scheduler now so you can scedule yourself a call, let me know if you ahve any trouble submitting it at all."]
["Customer: Set up\nCustomer: My camera will not connect to the network.  The light is solid blue\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD."]
["Customer: Set up\nCustomer: 2 of my camera not working and I accidentally deleted them and cannot get them back to work\nCustomer: Okay will try to do that thanks\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are the IDs on the cameras ZMD12DS83001706 and ZMD12DS83001848?\nHuman Agent: The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Help me reset up my camera's\nHuman Agent: Hello, my name is Grant. To set up the cameras on your account, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. \nCustomer: I can't tell the color \nCustomer: I need to call someone. What's the #?\nHuman Agent: You can tap on Schedule Call to make a callback appointment."]
["Customer: Agent\nCustomer: I need an agent\nHuman Agent: How can I assist you?\nCustomer: I'm having a hard time hooking my cameras up to my new wifi\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd14crda274513\nHuman Agent: Thank you. Can you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: flashing green and blue\nHuman Agent: Okay, what is the light doing right now in the camera?\nCustomer: It's flashing blue at the moment\nCustomer: But it alternates between blue and green.. like now it's flashing green\nHuman Agent: Okay, and you just unplugged it and plugged it back in after I asked? Because it should start solid green when you plug it in.\nCustomer: Now back to flashing blue \nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: It did start solid green when I first turned it on. But by the time I write the message it was flashing green and blue\nHuman Agent: I want to let you know that the Live Chat support will close in 9 minutes. If we run out of time, then I will send you an invitation to schedule a callback.\nCustomer: Ok\nCustomer: Yes\nHuman Agent: The Live Chat support will be closing for the evening. You can tap on Schedule Call to make a callback appointment.\nHuman Agent: The Live Chat support will be closing for the evening. You can tap on Schedule Call to make a callback appointment."]
["Customer: Cannot pair my fun Lux camera system could I please get another barcode\nCustomer: My phone is in perfect condition\nCustomer: I just need to try another barcode because nothing is working not zinc not beam nothing when I first paired them when I got them I didn't have this issue\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: It keeps blinking green and then blinking blue then going back to blinking green\nHuman Agent: What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: I'll have to get that for you here in a little bit because I don't have it handy\nHuman Agent: Okay, I see there were two cameras on your account in the past, is it one of those devices?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: I resubscribed my camera building lot 1 and it is not working correctly now.\nCustomer: Please call me 952-457-7059. No AI bots please. Same answers every time. \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. One moment as I review your subscription. Regarding calls, we don't have any other calls available for today, but you can schedule one for another day or I'd be happy to help you from here. \nCustomer: If a call is no longer available then I will be looking for a different service. \nHuman Agent: As I mentioned we do not have any available today, but you may schedule one for another day. \nHuman Agent: Alright, it looks like the camera you subscribed is offline. It would need to be online to be able to record. Is it currently flashing green?\nCustomer: It is.\nHuman Agent: Alright. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: TRYING FOR SET CAMERA TO WIFI\nCustomer: NEED TO TALK TO LIVE PERSON\nCustomer: YES\nCustomer: YES\nCustomer: YES\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: OK\nCustomer: WAIT\nHuman Agent: Okay\nCustomer: YES\nHuman Agent: Are you able to get that ID? \nCustomer: YES\nHuman Agent: Thank you please send it when you get it. \nCustomer: OK\nHuman Agent: Thank you\nCustomer: I AM LOOKING NOW\nHuman Agent: Okay\nCustomer: I SEE MODEL NUMBER AND FCC ID\nCustomer: Troubleshooting\nHuman Agent: Could you capture photos of the stickers on the device and share them here in the chat?\n\nCustomer:  ZMD12DR15214719\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: \nTo check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: BLINKING GREEN\nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\n\nCustomer: YES, I SEE IT\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\n\nCustomer: YES, I AM DOING IT NOW AND IT TAKES ME TO WIFI SETTING BUT NOT SHOW SHOW AVAILABE WIFI, SO I MANUALLY PUT IT IN AND DOES NOT GET OFF THAT SCREEN\nHuman Agent: Are you able to click on enter or done on the keyboard? \nCustomer: NO\nHuman Agent: Are able to uninstall and reinstall the app, then try the set up again. \nCustomer: YES\nHuman Agent: Okay please let me know if you get stuck on the same spot. \nCustomer: I HAVE 5 CAMERAS\nHuman Agent: You can also try the QR code set up with the Indoor mini camera\nCustomer: THIS WILL TAKE AWHILE SHOULD I JUST CALL YOU BACK?\nHuman Agent: You can yes, just ask to speak with an agent. \nCustomer: WHAT ARE THE HOUR FOR SUPPORT?\nHuman Agent: Monday to Friday 9AM CST to 6PM CST it is currently 4PM CST\nCustomer: OK, THANK YOU, I WILL CALL BACK\nHuman Agent: Okay"]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: How do I set my camera up after changing my router\nCustomer: I don't remember how I set it up last time. It's been a long time\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: Yes need assistance to set up camera\nHuman Agent: Could I have the device ID of the easiest to reach camera you are trying to set up? The ID starts with ZMD and it can usually be found on a sticker the bracket or camera under a barcode.\n\nCustomer: 13dse2201314\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: Blue \nHuman Agent: Solid or flashing? \nCustomer: Flashing blue\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code.\n\nCustomer: After blinking blue, it blinks green for a few seconds and then goes back to blinking blue\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: changed Wifi\nCustomer: But my Cameras are subscribed to cloud\nCustomer: What about the cloud subcribtion\nCustomer: It is active. \nCustomer: Am I going to loose my subscription after changing the wifi? \nHuman Agent: Hello, you've reached customer care, my name is Kylie. setup does not effect the subscription\nHuman Agent: Whenever you change the wifi name, password, or router you would reconnect the camera again by going through the setup. You do not have to delete the camera to do the setup again."]
["Customer: I changed my internet provider and along with that the cameras aren’t connected anymore… I’ve been trying for weeks with no luck\nCustomer: -1\nHuman Agent: Hi my name is Wendy.  back of house and register area are offline.  both cameras use Zink setup\nHuman Agent: are the cameras in the same room as your router right now?\nHuman Agent: The NVR is also offline.  Do you have it connected to the new router?\nCustomer: No the cameras are scattered\nCustomer: But can all reach wifi\nCustomer: I don’t have an NCR… it’s all cloud\nHuman Agent: you can try setup where the cameras are mounted but if you have trouble setting them up you may need to move them close to the router and set them up there.\nHuman Agent:  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nCustomer: Do do this process 4 individual times…?\nHuman Agent: cameras named front dining room and 1 both show online so it would just be setting up the 2 offline camreas.\nCustomer: Should I just delete all devices and start from scratch?\nHuman Agent: no\nHuman Agent: cameras named front dining room and 1 both show online so it would just be setting up the 2 offline cameras.\n\n back of house and register area are offline.  these are the 2 cameras you would want to setup\nCustomer: God dang, what a pain in the ass\nHuman Agent: ok"]
["Customer: How can I talk to a live representative in customer service \nCustomer: Agent\nHuman Agent: How can I assist you?\nCustomer: Agent \nHuman Agent: You have been connected with a Customer Care Agent already. How can I assist you?\nCustomer: I need to talk to tech support \nHuman Agent: Yes, you are connected with technical support. You requested a Customer Care Agent and have been connected. My name is Grant. How can I assist you?\nCustomer: Is there a live person that I can talk with\nHuman Agent: I am a live person.\nCustomer: My cameras are not working \nCustomer: Hello???\nHuman Agent: There are several reasons the cameras are offline. Have you changed your router, Wi-Fi name or password, or your internet provider recently?\nCustomer: Yes\nHuman Agent: Okay, then you will need to setup the cameras to connect to the new network with the QR Code setup method.\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Thanks \nHuman Agent: You're welcome."]
["Customer: Qr code is too small\n\nHuman Agent: Hi my name is Wendy.  Are you needing help setup cameras named building & bus stop?\nCustomer: I can't scan the qt code. Its to small\n\nHuman Agent: If the QR code is small, please try turning your font size and screen zoom down."]
["Customer: Troubleshooting\nCustomer: Hello, I have one camera that it was working but  now it is not showing video..  now is green flashing.  But not being able to reconnect via It's own SSID or via QR.   What can I do?\n\nWifi network have not changed SSID/password \nCustomer: Yes it looks like a deeper issue\nCustomer: How can I talk to a support agent?\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/c8a5d73418_1_20241223112207.jpg\nCustomer: ZMD18CLIH801456\nHuman Agent: Thank you. Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in? It should start solid green. Also watch the light for a minute and let me know if it changes at any point.\nCustomer: Yes, starts solid green\nCustomer: Clicks after 30 seconds\nCustomer: And starts blinking on green\nHuman Agent: The green light never turned off at any point?\nCustomer: Only when unplugged \nHuman Agent: And there is not a blue light in the camera as well? You may need to look at a slightly different angle to see a blue light if it is there.\nCustomer: No blue light \nHuman Agent: Alright, then you can do the QR Code setup. When you get the QR Code on your phone screen, hold the phone screen close to the Zmodo camera lens and slowly pull it back. Watch the light in the camera closely and let me know if it change from the flashing green at any point.\nCustomer: Ok let me try\nCustomer: I tried, but the Camara does nothing...  Only change is sometimes clicks and turns on the night vision if I move to a darker places to avoid clarity on the screen \nCustomer: By does nothing, I mean it keeps doing the same...  Green blinking \nHuman Agent: The light does not stop flashing green at any point?\nCustomer: Correct \nHuman Agent: Can you send a screenshot of the QR Code that you are showing to the camera?\nCustomer: D/static_file/5c65bff9b4_1_20241223113752.png\nHuman Agent: Okay, so a few things to change that may be making it hard for the camera to read the QR Code. Go to the Display settings and turn off Dark Mode. Turn off Eye Comfort Shield or any other blue light filter settings you may have. Check the font settings and make sure Bold Font is off and that the font size is set to default or smaller.\nCustomer: Yes\nCustomer: D/static_file/44f7d38443_1_20241223114556.png\nCustomer: I have changed display settings, but still same results \nHuman Agent: Are there any cracks in your phone screen? Or any cracks or scratches in a screen protector if you have one?\nCustomer: No, no protector on screen, no cracks \nHuman Agent: Can you restart the router or Wi-Fi extender that the camera is connected to? Just unplug the router for 30-60 seconds and then plug it back in. When the router is back up and connected, can you take a look at the light in the camera?\nCustomer: Oh wait\nCustomer: After a few minutes after the router rebooting green light was solid for a few seconds, but now started blinking again \nCustomer: Maybe it reboot itself?\nHuman Agent: Do you mean the light in the camera? The light should not change to solid green unless you unplug the camera and plug it back in.\nHuman Agent: That may indicate a power issue with the camera. Is the camera plugged in to an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: Yes the camera\nCustomer: Directly to wall outlet \nHuman Agent: Then you may want to try a different power adapter. Using one from a working camera would be best since we know that adapter and cable work to power a camera.\nCustomer: Are you sure the device does not reboots after being on configuration model for X amount of minutes?\nHuman Agent: Yes, the camera does not restart unless it powers off.\nCustomer: Ok I will use another camera cable and adaptor \nHuman Agent: Okay. \nCustomer: Ok I did it,  but camera still blinking green\nCustomer: Will try the QR code again \nHuman Agent: Okay, let me know if it blinks blue at all when you show it the code. \nCustomer: Nothing changes, same results \nHuman Agent: Okay, if it never goes to blinking blue when shown the code, do you see a network in your wifi settings called ZMD_SAP?\nCustomer: No, that SSId network never shows.\nHuman Agent: Okay, in your wifi settings, try turning off wifi there and then turn it back on. Then check for that network one more time. You'll need to make sure the camera is flashing green within 10 feet of you in the same room and has it's antenna on. \nCustomer: Tried that...  No showing...  I even delete/ forget the network to see if previous connections to other cameras was giving problems.... But it is not showing \nHuman Agent: To forget it are you going into past networks you've connected to or something? As you typically need to see the network to forget it. \nCustomer: Yes , I went into stored networks\nHuman Agent: Okay, I see Techo izquierda is also offline. Would it be possible to plug these in near each other and then try the QR setup on that camera instead? When one connects via the QR setup, it sends a signal to other nearby cameras to connect them so we could see if it can pull this one online if we can successfully set that one up. \nCustomer: Techo izquierda is online, but it is on the roof... \nHuman Agent: Ah, I apologize, it's showing online for me now as well. What about frente or techo Derecha? Both of them are online, but we could potentially reset one for that if that is alright. \nCustomer: Maybe PZ2 is easier and it is off right now\nHuman Agent: PZ2 cannot use the QR setup and would have to use Zink. It may possibly be able to share though if you did Zink with more than one device. However, if there are more than one Zink cameras nearby, we wouldn't necessarily know which you're connecting to. If you'd like to try though, you'd need to move within 10 feet of that camera and plug this one in nearby, then check for the ZMD_SAP network once there. If you see it, you can follow the instructions below. \n\nIn order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\nCustomer: Do I need to delete the device first from the app?\nHuman Agent: No, the device does not need to be deleted. \nCustomer: Ok I will try later on, now I need to leave to a doctor's appointment....  My last purchase of cameras don't have warranty anymore Right?  For example this one that is failing to connect.\nHuman Agent: If purchased new from a verified seller, they would have a 1 year warranty from the date of purchase. \nCustomer: I bought from Amazon, but I think it just passed due like 2 months \nHuman Agent: Okay, unfortunately I do not know when it was purchased, but you may always check from your past Amazon orders. \nHuman Agent: I see PZ1 was first set up this July, but that doesn't necessarily correspond to the date of purchase."]
["Customer: camera not filming \nCustomer: Camera blinking green \nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: quick guide set up \nCustomer: ??\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: ZMD17A217209666\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: Green\nHuman Agent: Flashing or solid? \nCustomer: Flashing \nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code."]
["Customer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Wifi change\nCustomer: Change wifi password \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: i switched internet providers and am having trouble connecting some of my cameras. there is no rhyme or reason as to why. can you help me please?\n\nCustomer: your suggestions dont work. i had been able to connect 4 cameras but cannot connect the other 4\n\nCustomer: what is the phone number for and support?\nCustomer: i have 8 cameras set up in my home—i changed internet providers and have successfully connected 4 of the cameras but cannot get the other 4 connected. any help is much appreciated. thank you\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 1 sec\nCustomer: zmd14ITHF00018\nHuman Agent: Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: the light is blinking blue\nCustomer: when i first turn it on, the light is solid green. then blinks green then blinks blue\n\nCustomer: and stays blinking blue\nHuman Agent: It will  change from the blinking blue. It is probably changing back to blinking green, but may only change briefly before it goes back to blue. And then it will continue to change back and forth. So it can be easy to miss when it changes to flashing green again. Can you watch the light closely on the camera to see if it changes back and forth between flashing green and flashing blue?\nCustomer: yes it is switching \n\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: i have tried that process about 10 times and it wont connect\n\nHuman Agent: Lets try it again. When the light is flashing green hold the phone screen close to the Zmodo camera lens and pull it back. Watch the light on the camera closely and let me know if it changes.\nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the camera?\nCustomer: it connected—i have no idea why it wouldn’t before because i have been doing the same process\nHuman Agent: Unplugging and plugging in the camera restarts it, which often helps with the setup. That is a big part of why I had you do that to start.\nCustomer: if i unplug the camera to move it to the spot where i want it go, will it still be connected?\nCustomer: gotcha\n\nHuman Agent: The camera will attempt to reconnect on its own when you plug it back in.\nCustomer: so it wont mess up the pairing?\n\nHuman Agent: Now that you have connected the camera to your Wi-Fi network, it has that Wi-Fi network information saved in the camera. It will try to reconnect to the Wi-Fi network when you plug it back in.\nCustomer: do you mind helping me with one more camera please?\nCustomer: zmd15JTDA015544\nHuman Agent: Alright, you will want to do the same thing with this camera. Can you start by unplugging and plugging in the camera?\nCustomer: i did\nHuman Agent: And what light do you see in the camera?\nCustomer: solid green, then blinking green then i cant see any lights after that\n\nCustomer: blinking green now\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: i got it. i think the glare from my window was obscuring the QR code\n\nHuman Agent: Good, I am glad the setup worked for it. Do you have any other questions?\nCustomer: i just plugged the 2 cameras back in where they go and they arent coming back online yet\nHuman Agent: Which camera are you at right now?\nCustomer: the first one—the inside one\n\nCustomer: the light is flashing blue then green\nHuman Agent: You can try the setup again. If it still does not connect, then it is likely that the camera is not getting a strong enough signal from the router to connect.\nCustomer: it is literally right next to the router\nHuman Agent: Why would you have moved it to another location to setup then?\nCustomer: i brought it back to try the setup again\n\nHuman Agent: Okay, it looks like the indoor camera is back online after you moved it back to the router.\nCustomer: it is\n\nHuman Agent: So it connects when it is close to the router, but not when you put it where you want it. So it is likely that the location you are moving it to does not have a good signal from the router. You can try moving it back again.\nCustomer: ok thanks—i can figure out the rest. appreciate your help. \nHuman Agent: You're welcome."]
["Customer: Can not connect one of my cameras the light is steady green not flashing\nCustomer: Yes change everything \nCustomer: I need to connect it \nCustomer: It doesn’t allow me to connect \nCustomer: I have done this over and over \nCustomer: I need someone else please \nCustomer: I need an agent \nCustomer: ZMD33E9E8252300 is my device I can not see on app but every time I unplug it and plug it back in light inside is constant blue not blinking \nCustomer: Still an issue\nCustomer: Nope nothing like that \nCustomer: I just need to set the cam up on the app but no luck \nHuman Agent: Hello, my name is Grant. The camera is connected to your Wi-Fi network if the light is solid blue. You can try to add the camera to your account with a LAN Search in the app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: When I go to add it on app the zink link will not allow me to connect to camera also tired the QR code and camera will not pick it up \nCustomer: One of the agents had a hard time connecting my other cameras to my account \nHuman Agent: You would not do either of those setup methods.\nCustomer: I use the Funlux app\nHuman Agent: Do you have the app open now? Can you tap on the plus sign in the top right corner and does it say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" at the bottom?\nCustomer: Yes I’ve tired that and it doesn’t pick it up \nCustomer: D/static_file/3eecbb8ebb_1_20241223130841.png\nCustomer: D/static_file/4be1dcbc63_1_20241223130847.png\nHuman Agent: Okay, let me sync and restart the camera. You will see the light change to solid green, then it will reboot and reconnect and will change back to solid blue. When it does, try the LAN Search process again. You may need to tap on Search Again a few times as it can take a minute or two to find the device after it reconnects.\nCustomer: Okay should I wait untill it’s finished \nHuman Agent: Have you tried redoing the LAN Search process? Is the light in the camera solid blue again?\nCustomer: I waited for it to reconnect I tired what you said and I even unplugged it and waited a lil longer. Yes I have tired refreshing the app and phone light is still solid blue \nCustomer: I’m close to my router \nHuman Agent: Okay, I am going to sync and restart the camera again. Just watch the light in the camera. You will see it change to a solid green. When it reconnects and is solid blue, try the LAN Search again.\nHuman Agent: You do not need to do anything else.\nCustomer: Okay I’ll wait for it to reset \nHuman Agent: I already synced and restarted the camera? Did you watch the light in the camera?\nCustomer: Yea I watched the light turn from green back to blue \nCustomer: I tired the LAN search a few time and nothing \nCustomer: Still nothing on the app \nHuman Agent: Okay, you are either connected to a different network, especially if you have Wi-Fi extenders or a mesh network. Or there may be a setting on the phone or router that is not allowing the app to discover other devices on your network. That is fine, can you unplug the camera and leave it unplugged for me?\nCustomer: Okay camera is unplugged \nCustomer: I do have different band withs but I connected the three on a 2.4h\nHuman Agent: Alright, I added the camera back to the account. You can plug the camera back in.\nCustomer: Okay that work thank you \nHuman Agent: You're welcome."]
["Customer: I have a new Wi-Fi, how do I connect\nCustomer: Live agent\nCustomer: I'm trying to reconnect with new Wi-Fi but cannot.  Can you help?\nHuman Agent: The doorbell camera on your account will use the Zink setup method to connect to a Wi-Fi network. Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: Problem is when I use zink, Zmd_sap does not show up on the network. Tried numerous time...\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I don't have access to my camera right now, will need to contact you later. Btw, do you charge to assist w this?\nHuman Agent: No, we do not charge for technical support on the cameras.\nCustomer: As a feedback, last time I contact your support via my desktop and what indicated as zmodo and they asked for payment!\nCustomer: I disconnected as I believed it was a sham\nHuman Agent: That was not Zmodo support that you had connected to then. You likely connected to a different website and it was a scam."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is the camera a solid blue for the light?"]
["Customer: Troubleshooting\nCustomer: Camera won’t connect to wifi\nCustomer: Still not working\nCustomer: Need assistance \nCustomer: Reset my camera remotely in your end pmease\nCustomer: Someone has reset my camera before on your end… \nCustomer: Customer seevice\nCustomer: Customer Care Agen\nCustomer: Where is customer care agent button\nCustomer: 2 of my cameras are not working… they are not linking to my new WiFi provider. There is no reset button\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device, can you send me all the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid. \nCustomer: ZMD19G5IHC00479\nCustomer: ZMD19H318D17999\nCustomer: Sent\nHuman Agent: It looks like for both of thsoe cameras they can use the Zink setup or the QR code setup. \nHuman Agent: Which setup have you tried to reconnect these two cameras?\nCustomer: They will not setup that way. No connection or response!\nCustomer: Is there a phone number to customer care I can call?? You are jonhelp\nCustomer: You are no help. I need a live agent or phone number\nHuman Agent: I am a live agent. We do not have an inbound number to call, but we do have outbound calling done via schedule, I will send you the call scheduler to schedule yourself a call for support. \nCustomer: Can I get a supervisor \nCustomer: Can I get a supervisor to talk to\nHuman Agent: My supervisor is available, I will transfer the chat over to them as requested, Have a great day,\nHuman Agent: Hi, my name is Dillon and I am Kylie's supervisor. One moment as I review the chat so that I may better assist you. \nHuman Agent: As the agent mentioned, these cameras are capable of the Zink and QR setups. I'd personally recommend using the QR code setup. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Hi I got a new router and my security cameras needs to be reset and I don't know how and I didn't set it up\nCustomer: I need your help because I don't have those instructions \nCustomer: Need help to reset my security cameras and I didn't set it up and I don't have the instructions on how itcwas set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: I cannot get the camera to read my QR code for setup\nCustomer: There is no light \nCustomer: The camera is not displaying any status light, there are a few blue lights I can see but they do not change \nCustomer: There is no blinking light they are solid blue \nCustomer: It will not scan the QR code for setup\nCustomer: I have tried with the QR code 8 inches away and 10 inches away. The code is within the cameras view and there are no cracks or damage on the screen, I have tried with multiple QR codes \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What are the IDs of the solid blue cameras? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. Solid blue would typically indicate a device is connected to wifi already. \nCustomer: Zk8-bfs23nm\nHuman Agent: The ID will generally begin with ZMD. It will not have any dashes. \nCustomer: Zmd19i2iha10535\nHuman Agent: Please restart the camera. It will start off solid green when plugged in, then go to flashing green, then let me know if it stays on that or does anything else?\nCustomer: Solid green flashing green flashing blue solid blue\nHuman Agent: Okay, it's now online, try checking it live on the home page. \nCustomer: It is showing video in the alerts page but not showing up under devices \nHuman Agent: Please restart your app and try again. \nCustomer: Thank you \nHuman Agent: Also, you'll want to view live on the home page rather than devices."]
["Customer: I’m unable to set up my battery operated wireless Zmodo, which I just bought because it is not scanning the QR code and I have left it for charging overnight but does not have any light on it\nCustomer: Agent\nCustomer: Agent\nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you able to send me the cameras Model and ID number so I can look up the setup information for the camera, it will be on the cameras sticker and start with ZMD. \nCustomer: Model ZH -iXA2F-W\nCustomer: Fcc ID. ZKB-BF523NM.\nHuman Agent: There should be another number that starts with ZMD, that's the ID number.\nCustomer: ZMD19IBIK501855\nHuman Agent: also for this camera did you try pressing and holding the power button on the back of the unit to turn it on?\nCustomer: I do not see any power button in the back. I only see a speaker and a sticker and I see a hole where are you connected to stand that’s all\nCustomer: I have charged it twice overnight\nWhen I plug it on the red light comes on top of the camera, but when I come in the morning, there is no light\nHuman Agent: Can you send me a picture of the area where the camera plugs in and send that to me.\nHuman Agent: It should have a power button as well form the notes I'm seeing on my end for this camera. \nCustomer: I fully agree with you\nIt is so spooky that there is no power button at all, and I have been looking at this beautiful little thing all around again and again. It looks well-made and beautiful and I think I’m missing something very simple. I’m excited about it, but unable to use it. 🙂 will be sending you a photo if I can.\nCustomer: D/static_file/2a2aab157d_1_20241213154116.jpg\nCustomer: D/static_file/cf5111ea79_1_20241213154136.jpg\nCustomer: D/static_file/5c9167e577_1_20241213154150.jpg\nCustomer: D/static_file/0324fecdd6_1_20241213154213.jpg\nHuman Agent: Boom right there, see on the left next to the plug for the charging port? if you look it has a Power icon next to it, press and hold that to start up the camera. \nCustomer: Ha haa. It is now blinking green. What do I do?\nHuman Agent: That means its ready for the setup, you can now go through the QR code setup and show it the code, it should now read it and try to come online. \nHuman Agent: Heres the setup directions if you need them.\nHuman Agent: 1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code."]
["Customer: Set up\nCustomer: I have a new internet modem. I need to reconnect my cameras to this new modem\nCustomer: How do I get to initial setup\nCustomer: I can't figure out how to connect to my new modem\nCustomer: I need to connect my exiting cameras to my new modem\nCustomer: Where are the setup instructions for my cameras \nCustomer: My indoor camera is blinking green\nHuman Agent: Hello, my name is Grant. The cameras on your account will use the QR Code setup.\nHuman Agent: Open the Smartz Eaze app and tap on Devices. Tap on Add Device and follow the instructions in the app. It will ask you to enter the Wi-Fi password and then you will get a QR Code on your phone screen. Align the camera lens with the QR code on your phone screen, hold the phone screen close to the camera and pull it back to 8-10 inches."]
["Customer: Troubleshooting\nCustomer: got a new router and am having issues getting my cameras to connect \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Talk to an agent \nCustomer: Hello\nHuman Agent: How can I assist you?\nCustomer: My cameras aren’t connecting\nCustomer: It’s not working on the app\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: It’s 4 cameras\nHuman Agent: That is fine. Lets start with the first camera you are trying to setup.\nCustomer: D/static_file/cde88a4d66_1_20250102164813.jpeg\nCustomer: I’m gonna send the picture of each camera\nHuman Agent: Lets start with that camera.\nHuman Agent: It looks like that camera is connected to your Wi-Fi network. You can do a LAN Search in your app to connect it to your account.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: Hello\nCustomer: Was that one able to be connected \nHuman Agent: Did you receive my previous messages? I will send them again.\nHuman Agent: It looks like that camera is connected to your Wi-Fi network. You can do a LAN Search in your app to connect it to your account.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: It says nothing is found\nHuman Agent: Alright, I can sync and restart the camera. You will see the light in the camera change to a solid green, and then it will reboot and reconnect and will change back to solid blue. When it changes to solid blue try the LAN Search again. You may need to tap on Search Again a couple of times as it can take a minute or two to find the device after it reconnects.\nCustomer: D/static_file/a52181fb9a_1_20250102165932.jpeg\nCustomer: That’s another camera \nHuman Agent: Alright, just like my previous message, I can sync and restart the camera. You will see the light in the camera change to a solid green, and then it will reboot and reconnect and will change back to solid blue. When it changes to solid blue try the LAN Search again. You may need to tap on Search Again a couple of times as it can take a minute or two to find the device after it reconnects.\nCustomer: It doesn’t work \nHuman Agent: What do you see on the app if you try the LAN Search again now that I synced and restarted the cameras?"]
["Customer: Set up\nCustomer: I had to change my Wi-Fi password.  How do I reconnect my cameras with the new password\nCustomer: That doesn’t help me at all\nHuman Agent: Hello, you've reached customer care, my name is Kylie. To reconnect the cameras you would go through the setup with the cameras again. Do you remember that process or would you like instructions send to you via chat?"]
["Customer: Troubleshooting\nCustomer: Hello, I have 5g will this device work with it \nHuman Agent: Hi my name is Wendy.  Camera named smart device needs to connect to 2.4GHz wifi for setup.  \nCustomer: My name is Kathy and I’m trying to set up my security cameras Zmodo 2.5 g and want to know if they would work with 5G network\nHuman Agent: 5GHz wifi routers have a 2.4GHz wifi channel.  If the 2.4GHz wifi channel hasn't been setup yet on  your router you can contact your internet service provider or router manufacturer for help getting that setup.  Then you will be able to setup your Zmodo wifi camera.\nHuman Agent: Camera named smart device needs to connect to 2.4GHz wifi for setup\nCustomer: Thank you very much\nHuman Agent: You're welcome"]
["Customer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Your cameras are not compatible with Smartlink setup and you'll need to use QR. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Got disconnected from Kayla \nCustomer: Set appointment \nCustomer: Agent\nHuman Agent: Hello, again, Soonest I can schedule you for a call for support would be the time block 9-10AM central time zone tomorrow. There are also alter times available tomorrow as well but that's the soonest time I can schedule you for. I would need your name, phone number, and best email for yourself for me to schedule the call for you."]
["Customer: Set up\nCustomer: ssid not found\nCustomer: -1\nCustomer: SSID not found while loading cameras on to network\nCustomer: I have done all of thst multiple times, I work before , changing providers\nCustomer: -1\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: How do I enable location services\nCustomer: Set up\nCustomer: Yes need help\nCustomer: -1\nCustomer: Need help\nCustomer: Agent\nCustomer: Thank You\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 17fvi7800658\nHuman Agent: Alright, and are you trying the QR Code setup and it says Unknown SSID when you get to the screen asking for your Wi-Fi password?\nCustomer: Our tentant left all 9 cameras were on there acct, comcast installed new service, the ssid is not found while trying to activate the camera's\nCustomer: Yes q r code , have location and notification turned on\nHuman Agent: Okay, can you send a screenshot of the QR Code that you are showing to the camera?\nCustomer: Yes give me a minute\nCustomer: D/static_file/c4401844c5_1_20241008135830.jpg\nHuman Agent: Okay, so you may need to turn the actual location settings on for your phone if the location permission is on. Go to your phone settings and check your Location settings. Then just double check the app permission and make sure it is allowed to use your location while using the app and if there is a Precise Location permission, then turn that on, as well.\nCustomer: Done hours over something so simple, I wish you had a tech line agin this wasted most of my day.. Thanks Gary"]
["Customer: What is your phone number so I can call the customer service line\nCustomer: 1\nCustomer: I'm having difficulty with my camera\nCustomer: Green that's flashing\nCustomer: So you saying power it off unplug it and then wait a while then plug it back\nCustomer: Okay I'm trying I'm unplugging it\nCustomer: Okay \nHuman Agent: Hello, my name is Grant. Did you unplug the camera and plug it back in? What light do you see on the camera?"]
["Customer: Forgot WiFi password \nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?\nCustomer: I’m trying to reload the cameras after having them off and changing my Wi-Fi path password\nCustomer: I have deleted it and trying to re-add it, but it won’t see the QR code\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD1912HA10113\nHuman Agent: Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: I have three on the system that need to be reconnected\nCustomer: It’s power down\nHuman Agent: Lets start with that camera.\nCustomer: Okay\nCustomer: It’s power down\nCustomer: Plugged it back in and waiting for lights\nHuman Agent: There will be lights in the camera when you plug it in to power. What lights do you see in the camera?\nCustomer: I hear it click on, but I don’t see a color, but it is outside\nHuman Agent: Are you able to try to cover the camera lens to see if there is a light inside of the camera? You may also want to try bringing the camera inside where you can better see the light in the camera.\nCustomer: Hello\nCustomer: Green\nHuman Agent: Is it solid green or flashing green?\nCustomer: It flashes every now and then\nCustomer: On off\nHuman Agent: Is it constantly flashing? Or is it mostly solid and will flash briefly a few times and then go back to solid green?\nCustomer: It’s constantly flashing\nHuman Agent: Okay, so it is flashing. I just wanted to be sure because you said it was flashing every now and then. So lets try the QR Code setup. Make sure to turn the brightness on your phone all of the way up. When you have the QR Code on your phone screen hold it close to the Zmodo camera lens and slowly pull it back. \nHuman Agent: While you are showing the QR Code, watch the light in the camera closely and let me know if it changes at any point. You may see it change to a flashing blue or just see no light at all.\nCustomer: Okay\nCustomer: It went to blue, but the connection timed out\nHuman Agent: The camera is connected and on your account.\nCustomer: What’s it under as the name?\nHuman Agent: Smart Device\nCustomer: I don’t see it in my list\nCustomer: It’s not coming up on my phone\nCustomer: But the one in the back came up\nCustomer: I did delete the device to try to re-add\nHuman Agent: You may just need to restart the app to get it to refresh and show the camera.\nCustomer: Okay I try that thx\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Camera\nCustomer: Agent\nCustomer: Agent\nCustomer: -1\nCustomer: Live agent\nCustomer: Agent\nCustomer: Agent\nCustomer: Agent\nCustomer: Agent\nCustomer: Agent\nHuman Agent: How can I assist you.\nCustomer: Camera has been offline since the 21st, unable to reconnect\nHuman Agent: Alright, first, did you change your router, Wi-Fi name and password, or internet provider recently?\nHuman Agent: Second, could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: None of that occurred around the 21st, everything is the same\nCustomer: Zmd17a617545336\nHuman Agent: Can you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Already did that multiple times, it flashes green and is currently blinking green\nHuman Agent: I understand you have done it. Can you do it again for me and tell me what light you see in the camera when you plug it in?\nCustomer: Unplugged and plugged back in, now blinking green\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nHuman Agent: When you show the QR Code on your phone screen to the camera, you can also hold the phone screen close to the camera and pull it back. Watch the light in the camera to see if the light changes from the flashing green.\nCustomer: Once I do this, will it still be on the current subscription?\nHuman Agent: There has been no change to the subscription. The camera is still subscribed.\nCustomer: Okay"]
["Customer: Troubleshooting\nCustomer: Help\nCustomer: Hey mira y am trying to conect my camera\nCustomer: I need to reconnect my camera\nCustomer: It is solid blue but I cant see the camera in my app\nCustomer: I did that\nCustomer: But is still not showing up in my app\nHuman Agent: Hi my name is Wendy\nCustomer: Hi wendy\nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\n\nCustomer: I am trying to reconnect my camera since I changed internet, I am trying to conect it to the new wifi ,I deleted the camera and now it shows solid blue but doesn't allow me to conect it\nHuman Agent: What is the ID on the camera?\nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\nCustomer: Zmd: 13e4d9001829\nHuman Agent: You are wanting the camera connected to 4126803422 phone number account right?\nCustomer: Yes\nHuman Agent: one moment\nCustomer: That's is mo phone number\nCustomer: Can you rebot it\nCustomer: So I can add it to my app again\nHuman Agent: ZMD13E4D9001829 has been bound to your account. If you refresh the app or log out and back in again you will see the camera on your account.\nCustomer: But I can't reinstalled \nCustomer: I am on my app\nHuman Agent: Its on your account now. \nCustomer: So I need to log out\nHuman Agent: YOu would need to either refresh the screen or log out and back in again to see the camera on your account\nCustomer: Let me try\nHuman Agent: ok\nCustomer: I got it\nHuman Agent: ok great!\nCustomer: Itt is conected now\nHuman Agent: perfect!\nCustomer: Thank you!\nCustomer: One more thing\nHuman Agent: sure\nCustomer: I have other 4 that I need to change to a diferent wifi do i have to reinstalled them all again? Or it automatically\nHuman Agent: If you are setting up the cameras to different wifi you would need to go through the setup process again to get them online and connected to the new wifi\nHuman Agent: are you moving the cameras to a different location?\nCustomer: No \nHuman Agent: so you are wanting 4 cameras setup to a different router?\nCustomer: Just connecting them to a different wifi\nCustomer: Yes\nCustomer: I am sorry 3 on them yes\nHuman Agent: you would want to unplug the router that the cameras are currently setup to, keep only the 4 cameras powered on, that will get them to blink green.  Make sure your smartphone is connected to 2.4GHz wifi the router that you want the cameras setup to.  Then go through the setup process to set them up to different wifi.\n\nmake sure the other cameras are unplugged so they don't get setup to the other wifi.\nCustomer: But they are high up so I was wondering if there is another way to conect them to the new wifi\nHuman Agent: Which cameras are you wanting to setup to different wifi?\nCustomer: I have a group in my app\nCustomer: 255 40th outside\nHuman Agent: If you let me know the names or device IDs I can check what setup methods they will use\nHuman Agent: I don't see any cameras named 255 40th outside\nCustomer: That is the group\nCustomer: And there is 3 cameras there\nHuman Agent: I only see a list of cameras that are connected to your account.  I can't see the groups you created\nCustomer: I am unable to see the id's because they are outside and high\nCustomer: I see\nHuman Agent: what are the names? they are already setup to this account?\nCustomer: They say \nCustomer: Back porch\nCustomer: Side yard\nCustomer: Front porch\nHuman Agent: You should be able to set them up using Zink setup.\nCustomer: If you don't mind i will try later I have to go to run errands now thank you for you help\nCustomer: Ok I will try. And let you know \nHuman Agent: okay we are here on live chat until 6pm CST today if you want to contact us later\nCustomer: Thank you\nHuman Agent: closed 12pm-1pm CST for lunch"]
["Customer: I try to add another device following instructions,  the light camera looks sokid blue  but I can't see nothing in my phone\nCustomer: Is solid blue\nCustomer: I can't see added in my phone with the other cameras\nCustomer: Not working \nCustomer: The light is solid blue, mean is working but I don't see active in my phone \nCustomer: I have other zmodo cameras but this one I can't added \nCustomer: -1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the device? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \nCustomer: Hello Dillon is ZMD19A4IH514132\nCustomer: -1\nCustomer: -1\nHuman Agent: Thanks. What would you like the device to be named on your account?\nCustomer: Living room 2\nCustomer: I have 9 cameras I can see in my phone except this one\nHuman Agent: Got it added. If it doesn't immediately show on your home page of your app, please pull down on the home page to refresh and it should then show up. \nCustomer: Ok\nHuman Agent: Let me know if you have any trouble once you try to view it. \nCustomer: Thank you now I can see, can I put in the group with my others cameras?\nHuman Agent: Sure. You can hit settings right of my devices on the home page, tap on your group, then tap on edit group at the bottom and add it, then save it. \nCustomer: Thank you so much for your help\nHuman Agent: No problem. Anything else I can help you with for now?"]
["Customer: Set up\nCustomer: 2 of my cameras won't connect\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\nCustomer: I cannot see the ZMD SAP\nCustomer: Also if 2 cameras work and 2 do not, do I only choose 2?\nCustomer: Should my ZMD SAP router be plugged ?\nHuman Agent: ZMD_SAP is produced by the offline cameras, though you would need to be within 10 feet of the camera. You would choose 2 for number of devices. There is no ZMD_SAP router. If you mean your NVR, it is not needed for the setup of the cameras. \nCustomer: My wifi list does not have ZMD SAP anymore\nHuman Agent: Are you within 10 feet of the camera you're trying to set up with it plugged in? If you turn off wifi on your phone and then turn it back on, do you see it at all then?\nCustomer: Let me try this \nHuman Agent: Okay. \nCustomer: It's not there\nCustomer: There's one called TP Link\nCustomer: I am right next to the camera I want to connect \nCustomer: It has a blue light now\nHuman Agent: Is it a solid blue light or blinking blue?\nCustomer: Solid\nHuman Agent: Solid blue implies it is connected. Currently only kitchen and shiloh are online though, I assume this is not one of those cameras, correct?\nCustomer: Correct\nCustomer: Family room is what im working on\nCustomer: Wait.....you can see my cameras? Even without the password?\nHuman Agent: Okay, restart the camera by unplugging it and plugging it back in. It should go solid green, then blinking green, then we can see if it returns to solid blue again. If it does and is still offline, we can try the same with restarting the router (or you can restart both at once if you'd like). \nCustomer: I did unplug it twice\nHuman Agent: I can see a list of the devices for troubleshooting purposes with information like whether they are online, what they are named, and their firmware, but cannot see the images from the cameras. \nCustomer: I'll plug the router in\nHuman Agent: Okay. \nCustomer: Zmodo router is plugged in and green light now. Should I cycle the cameras again? \nCustomer: The cameras still has blue light\nHuman Agent: Are you referring to your NVR? If so, that is not a router and is not needed here. Once you have the cameras set up you can use it for recording if it has a hard drive in it or viewing on a monitor though if you would like. \nCustomer: Oh\nHuman Agent: Here I was meaning your router for your network that you have the cameras connected to via wifi and the NVR is connected to via ethernet cable. \nHuman Agent: We will be closing in 10 minutes at 6pm CT. I would be happy to continue to assist you until then, but the chat will close at that time. If you would like a callback, you may schedule one via the button below. If you would prefer an email follow up instead, please let me know and provide an email you would like me to reach out on tomorrow. \nCustomer: Can we try anything else\nCustomer: Why would the ZMD SAP not show on my list, esp when 2 of the cameras are working?\nCustomer: Should I try to the kitchen camera\nHuman Agent: Beyond restarting your router? The next step would be checking your router's firewall to see if it is blocked by your router, though ideally we should confirm it is on your router first by restarting your router and seeing if it returns to blinking green when the router is off. \n\nBecause the camera only broadcasts that network when it is in setup mode, but right now it seems it is already connected to something, but is offline. \nCustomer: How do the other cameras work then?\nCustomer: I see\nHuman Agent: I'm unsure what you mean. Not all devices would be blocked if they are blocked, but also what I mentioned also allows us to confirm this camera is on that router as at present we don't know that and it could be connected to something else. The online cameras are connected to the router and not blocked. \nCustomer: So some could be blocked and some not?\nHuman Agent: Yes. Though first we should ideally restart the router and see if it returns to blinking green when the router is off. If it stays solid blue with the router off, it may be connected to something else. \nCustomer: Ok\nCustomer: I'll try that. I have a call scheduled for 9am tomorrow \nHuman Agent: Okay, we'll speak with you then in that case. Have a good evening."]
["Customer: How do I get a new qr code \nCustomer: Not finding the QR on the device\nCustomer: I only have model and fcc numbers\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The QR code would be in the start up guide booklet, do you still have that at all?\nCustomer: Yes I do"]
["Customer: Troubleshooting\nCustomer: Our 3 cameras have all stopped working at once \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily."]
["Customer: I deleted all of the cameras thinking I could just add them , but no luck\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd13hpda238668, zmd19g1hc2794, zmd13hpda238664. I deleted all cameras and tried to rebook . No luck the fourth camera has a damaged sticker and I can’t go to live view because it’s deleted\nCustomer: Did you get my message?\nHuman Agent: Yes, which camera are you working with first?\nCustomer: 668\nHuman Agent: Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Flashing blue\nHuman Agent: Alright, the light will change from the flashing blue to a solid blue or a flashing green. Can you watch the light and let me know when it changes?\nCustomer: it’s flashing green\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I’ve tried that about 30 times , no luck \nHuman Agent: Well, lets try it again. Show the QR Code to the camera when the light is flashing green. You can hold the phone screen close to the Zmodo camera lens and pull it back.\nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the camera?"]
["Customer: Set up\nCustomer: We recently changed internet service providers and I need help connecting my cameras to my new router and service\nCustomer: I don’t know what the initial setup was\nCustomer: How do I connect my cameras\nCustomer: Is there an agent available \nHuman Agent: The cameras on your account will use the QR Code setup. Are you using the meShare or Zmodo app?\nCustomer: Hi we recently changed internet service providers and need to update our cameras to connect to the new system. The only answer I can find is to follow the initial start up process I used when I installed the first time but that was years ago and I don’t remember what the steps were\nCustomer: MeShare app\nHuman Agent: Do you still have the quick guide that came with the cameras?\nCustomer: I don’t have the guide that came with them I purchased them several years ago \nCustomer: I purchased in 2018\nHuman Agent: Okay I can send you the QR code you need to start the set up. Do you have another phone to do the set up with so we can continue the chat on this device. If not do you have a computer that can display the QR code if I email it to you. If so what is the best email to send it to? \nCustomer: You can send it to 229-300-8632\nHuman Agent: Do you have an email that I can send it to?\nCustomer: suttonshvac@gmail.com\nHuman Agent: Thank you, I sent the email with the QR Code. Tap the \"+\" icon on the app home screen in the top right. Make sure your camera is powered on and flashing green. Tap Start Installation at the bottom of the screen. Scan the QR code included in this email when prompted by the app. Follow on-screen instructions, input your WiFi password, and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Troubleshooting\nCustomer: Hi I'm trying to connect my cameras with my 5g and it says it's not supported by it what to I have to do?\nCustomer: Thank you\nCustomer: That's it hopefully can fix this problem, also if I can't fix it where I cancel before I get charged for the year \nCustomer: Ok thank you\nHuman Agent: Hello, my name is Grant. The app will always tell you that 5 GHz Wi-Fi networks are not supported. That does not meant that the network you are connected to is a 5 GHz network. Pretty much every router produces a 2.4 GHz network by default.\nHuman Agent: To cancel your subscription, go to the Google Play Store app. Then tap on your profile at the top right. From there, navigate to 'Subscriptions,' and tap on the subscription to find the cancellation option.\n\nIf you do not have access to an android device currently you can follow this guide on how to cancel your subscription via Google. https://support.google.com/googleplay/answer/7018481?hl=en&co=GENIE.Platform%3DAndroid"]
["Customer: Troubleshooting\nCustomer: One of My cameras tell on My phone isn't have internet, Buy they other one is fumcion\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like the camera named Smart Device is currently offline. Are it's indicator lights flashing green currently?\nCustomer: Yes is flashing green\nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Ok i try\nHuman Agent: Okay."]
["Customer: Set up\nCustomer: I am trying to use Zink Setup for two of my cameras. Yesterday I was able to set up the other three, but today I cannot locate the ZMD_SAP network. It is not showing up in my WiFi list.\nCustomer: Troubleshooting\nCustomer: the camera has a blinking green light and our phone is right next to it, but ZMD_SAP is not showing up in the WiFi list.\nCustomer: We tried powering down the phone and disconnecting the camera. When we reconnected the camera it began blinking green, but the ZMD_SAP network still not appearing in WiFi List\nCustomer: I tried all that am still not finding the ZMD network\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device, it sound slike the camera may use a different setup adn not the Zink setup anymore, can you send me the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid. \nCustomer: MODEL ZP-IBH15-W\nCustomer: ZMD15F3DA204897\nHuman Agent: Okay, one moment while I look up this cameras setup.\nHuman Agent: Yes, this camera does not use the Zink setup, the setup this camera uses is the QR setup. That is why you are nto seeing the ZMD_SAP network anymore, I will grab the directions for that setup for you to try with this camera, one moment again. \nCustomer: Thanks\nHuman Agent: QR setup steps\n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nHuman Agent: Here are the setup steps, If you have any trouble with a specific step or have any questions just let me know.\nCustomer: Okay we will try this. It will take some time. What if we don't have a 2G network. We only have one network. We used to have 5G and 2G but now we just have one network. Does that matter?\nHuman Agent: the wifi network you used for the Zink setup with the other cameras will work. Our cameras wont connect if the wifi network is only 5G, since I know your other cameras are also connected that means you have whats called a Duel network with both the 5G and 2.4G network and that's perfectly fine. Its only an issue if the network is only 5G and if that were the case all the cameras wouldn't have connected at all. \nCustomer: Okay that worked.  Many thanks.  Have another camera and will try these steps as well.  \nHuman Agent: Okay, do you have any other questions or do you want me to look up that other camera for you at all?\nCustomer: No that's fine for now.  You've been very helpful Kylie. Thank you for your assistance\nHuman Agent: Thank you, I am happy to have assisted you today. Dont hesitate to ask for more assistance in the future should you need it. Have a beautiful day. \nCustomer: Thanks.  You too!"]
["Customer: is there a number i can call to help set up an old camer?\nCustomer: green blinking led\nCustomer: i'm not sure which setup procedure to go through\nCustomer: blinking green as i already stated\nCustomer: i don't know what to do in the app to add the camera to my account\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If you have trouble with the QR setup just let me know and we can troubleshoot more in depth.\nCustomer: thanks\nCustomer: i have tried the qr code, but it isn't working\nCustomer: doesn't do anything\nCustomer: i'm not sure if it's associated with another account.  it's an old system left here by the previous owner, although i did transfer and take over the nvr and a few other cameras.\nCustomer: i wanted to try to add a few other camera, but no luck getting them added in the app\nHuman Agent: Okay, can you send me the cameras Model and ID number for me to look up, the ID will start with ZMD and be on the cameras sticker. \nCustomer: yes, just a moment\nCustomer: zp-ibi15-w\nCustomer: zmd12kh68297199\nHuman Agent: Okay one moment\nHuman Agent: This camera may use the Zink setup or the QR setup. There is a test you can try to see which one. You would make sure that only this camera is plugged in, if it has been plugged in for a while you would unplug and plug it in again, Once you do that you would get close with your phone to the camera and go into the phones Wi-Fi settings, there you will look and see if there is a Wi-Fi network named ZMD-SAP if you see that then the camera would use the Zink setup, if you do not then it uses the QR setup. Just let me know what happens then I can send you the setup for QR or for Zink. \nCustomer: i unplugged and plugged it back in\nCustomer: i see the zmd_sap\nHuman Agent: Okay, let me grab the Zink setup directions for you try with the camera. \nHuman Agent: Zink Setup \n\n1.Check Network Compatibility:\n\nEnsure that the W-iFi network you want to connect the camera/s to, is operating on the 2.4GHz frequency.\n\n\n\n2.Access Zink Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the Zink option.\n\n\n\n3.Initiate Installation:\n\nEnter the number of devices you are trying to set up, tap on the check mark or next.\n\n\n\n4.Connecting to the ZMD_SAP\n\nTap on \"Tap Here to begin set up\" follow the onscreen instructions. The phone may warn you this network has no internet.\n\n\n\n5.Wi-Fi Password Entry:\n\nThe app will prompt you to select or enter your Wi-Fi name (SSID) and enter the Wi-Fi password. Remember the Wi-Fi and password are case sensitive.\n\n\nCustomer: i think i took too long...  i'll unplug and plug in again quickly\nCustomer: sorry for the delay\nHuman Agent: No problem\nCustomer: i may not be doing the process correctly\nCustomer: i start out connected to my home wifi\nCustomer: i go into zink connection, and click tap here to begin setup\nCustomer: i connect to zmd_sap and hit done\nCustomer: but nothing happens after that\nCustomer: it stays at the tap here to begin setup screen\nHuman Agent: Yes, if nothing is happening it may be that the app cant tell your connected to the ZMD_SAP network, can you check and make sure the location is on on your phone? If it is then check the location permissions for the app to see if theya re allowed/on as well.\nCustomer: phone just a moment\nHuman Agent: Okay\nCustomer: okay, restarted it again with my location permissions set to allow the zmodo app location access\nCustomer: \"internet may not be available\"\nCustomer: do i slect always connect?\nHuman Agent: Yes that's normal you will say always connect, this signal comes form the camera there is no internet you will want to stay connected until the camera connects/sets up then it goes away.\nCustomer: i selected that one and again it stays on the same page\nCustomer: tap to begin\nHuman Agent: does it show you are connected to the ZMD_SAP network?\nCustomer: my phone is connected to that wifi, yes\nCustomer: when i hit done it just stays on the same page\nHuman Agent: Okay, perhaps another permission is still not allowed that it needs for the setup. Can you go into the apps permissions again then take a screenshot for me and send that, I will look it over to see if there is any that would prevent it from moving forward. \nCustomer: it's not letting me attach a screenshot\nCustomer: allowed:\nHuman Agent: Odd, can you email it to me? the email is Support@zmodo.com \nCustomer: camera, nearby devices, notificaitons, photos and videos\nCustomer: ask every time\nCustomer: location\nCustomer: not allowed\nCustomer: contacts, microphone\nCustomer: i changed location to allowed\nHuman Agent: Change the Nearby devices to be while using.\nCustomer: i'll restart and see if that works\nCustomer: nearby devices is allowed all the time\nHuman Agent: Okay, let me know if it will now continue once you've gone back into the setup process. \nCustomer: i think that worked\nHuman Agent: Wonderful, let me know if you have any other troubles from there. \nCustomer: can i give you another model and id\nCustomer: i have a few more cameras i want to check\nHuman Agent: Sure. \nCustomer: zp-ibh2i, zmd14dgg4000355\nHuman Agent: This one would also use Zink, though once it has been connected and updated, it would use QR in the future. For now we'll need to go through the Zink setup again for it though. \nCustomer: the light is solid green and not blinking\nCustomer: looks like the green light turned off\nHuman Agent: Did you just plug it in? It should be solid green when first plugged in, then go to blinking green once it is booted up and ready to be set up. \nCustomer: it turned off then didn't come back on\nCustomer: i have to go...  i'll message again if i need help later\nCustomer: thanks\nHuman Agent: Okay, good luck. We'll be happy to help if you need any other assistance later."]
["Customer: How I change el password to wifi of My cam\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: How do I set my camera's back up to wifi\nCustomer: Set up\nCustomer: 1\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  It looks like your having some trouble with there setup, are you trying to set up a new camera or reconnect a device that was online/setup in the past?"]
["Customer: 你好；为什么连接不了网\nCustomer: 网络正常，重新安装也安装不了\nCustomer: 是改新的网络了，刚开始好，现在不好用了都掉下来连接不上\nHuman Agent: 您好，感谢您联系支持人员。我叫狄龙。为了设置相机，您首先要确保您的手机已连接到要设置相机的 2.4Ghz 网络，并且相机已开机且指示灯闪烁。完成后，您可以进入应用程序并按照以下说明进行操作。\n1) 点击主页右上角的加号并选择二维码选项\n2) 继续，直到到达要求输入密码的页面。在该页面上，请确保在“您的设备将连接到”后面列出了您的网络名称。如果没有，请告诉我。\n3) 输入您的网络密码。请记住它区分大小写。\n4) 下一页将在手机屏幕上显示一个二维码，您需要将其放在距离相机镜头 6-8 英寸的地方向相机显示。如果读取到，相机的指示灯应开始闪烁蓝色。\n5) 如果成功，指示灯最终应变为稳定的蓝色，如果该设备尚未在您的帐户中，应用程序将要求您为该设备命名（否则，如果您已经打开了该设备，您可能会在此时退出设置您的帐户）。\n如果在显示二维码约 30 秒后相机没有变成纯蓝色，请拍摄二维码的屏幕截图并将其发送到此处供我检查。\nCustomer: D/static_file/183258303e_1_20250122153526.jpeg\nCustomer: 这个Wi-Fi是和摄像头配套吗？摄像头可以使用这种Wi-Fi吗？\nHuman Agent: 这些相机将与 2.4Ghz wifi 网络兼容。您的路由器的这张图片没有提供足够的信息来了解您正在使用的网络类型。尽管如此，所有现代路由器通常都应该能够广播 2.4Ghz 网络，并且通常默认情况下会这样做。如果您只有一个网络，那么您可能可以使用它。如果您有多个，则需要使用 2.4Ghz 的。\nCustomer: D/static_file/1bcbb577c1_1_20250122153834.jpg\nHuman Agent: 不幸的是，我无法从您的路由器图片中获取该信息。如果您只有一个网络，那可能没问题。如果您从该路由器拥有多个网络，则默认情况下它们通常会被标记。\nCustomer: 我是按你这样的操作做的，但是摄像头灯显示绿色一会又变蓝色一闪一闪的就是连接不上\nHuman Agent: 绿色闪烁表示准备好设置。蓝色闪烁表示正在尝试连接。蓝色常亮表示已连接。您的意思是它闪烁了一会儿蓝色然后又恢复为绿色吗？如果是的话，您能获取我请求的二维码的屏幕截图吗？"]
["Customer: Troubleshooting\nCustomer: I have a camera that is offline \nCustomer: Blue light\nCustomer: Solid blue\nCustomer: I have 2 cameras i want to remove from the old zmodo app and have on the Smart Eaze app\nCustomer: How to add a camera\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd14e9g4000049\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Smartz Eaze app and tap on Devices. Tap on Add Device and then tap on the four squares in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nHuman Agent: That will let you search for the camera on your LAN since the camera is showing online.\nCustomer: I have tried twice and it timed out\nHuman Agent: You tried the LAN Search in the app? What does it show on your app screen?"]
["Customer: It keeps saying can’t join \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you meaning when you try to connect to ZMD_SAP?\nCustomer: Yeah \nHuman Agent: Okay, when trying to do that, are you within 10 feet of the camera and in the same room? It can sometimes take a few tries to connect."]
["Customer: Troubleshooting\nCustomer: Still not working\nHuman Agent: Hi my name is Wendy.  Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\n\nCustomer: Still nothing\nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\nCustomer: Zmg19g1ihc01253\nCustomer: Zmd\nHuman Agent: Zmg19g1ihc01253 is this a brand new camera? or has it been setup before?\nCustomer: Set up multiple times \nHuman Agent: ZMD19G1IHC01253 ?  What color is the indicator light? and is the light blinking or solid?\nCustomer: I have 4, none will connect \nHuman Agent: For ZMD19G1IHC01253 , what color is the indicator light? and is the light blinking or solid?\nCustomer: Solid blue\nHuman Agent: are you wanting the camera connected to this email?  steve.yentzer@gmail.com?\nCustomer: Yes\nHuman Agent: One moment.  Please provide the other 3 device IDs.  Are they also solid blue?\nHuman Agent: ZMD19G1IHC01253 is now on your account.  If you refresh the app or log out and back in again you will see it on your account."]
["Customer: Set up\nCustomer: Solid blue won't show up in my list of devices. I accidentally erased it from the list. Please add it back\nCustomer: Done all that I need you to add it back to my account\nCustomer: Help\nCustomer: Agent\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Checking \nCustomer: Musy have fallen off i only have a sticker on the working one\nHuman Agent: Then you can try a LAN Search in the app if the light in the camera is solid blue. \nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: Thanks will try\nCustomer: No good. Finds nothing. Am I out of luck if no sticker?\nHuman Agent: There is no information at all on the back or stand of the camera?\nCustomer: D/static_file/dcdd5f4523_1_20241202112925.jpg\nCustomer: Just the working one. The issue one must have fallen off\nHuman Agent: Alright, and what about on the underside of the stand of the camera?\nCustomer: No it's missing\nHuman Agent: Can you go to your Wi-Fi settings and doublecheck the Wi-Fi network you are connected to?\nCustomer: They are on my guest network. Thinking it has wireless isolation turned on since its my guess netowrk. \nHuman Agent: That may be the issue. You can try turning off the guest network and set it up to your regular network. You can also try searching again on both the Guest network and the regular 2.4 GHz network to see if you can find it on either. Tap on Search Again a few times if it does not find it on the first search.\nCustomer: Thanks will do\nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Will not let me enable the camera\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're working on? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Set up\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the solid blue camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the solid blue camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: talk to agent\n\nHuman Agent: How can I assist you?\nCustomer: \n\nI would like to connect my camera with my new wifi network but when i tap on ZMP_SAP network it automatically switch back  \nCustomer: to my home wifi \nCustomer: i have samsung moble \n\nCustomer: camera's flashing green\nCustomer: jward57@yahoo.com\nCustomer: Registered email id\n\nHuman Agent: You can forget your Wi-Fi network while you do the setup and then reconnect after you setup the camera.\nHuman Agent: There is not an account with that email address. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD17K2IFB08033\nCustomer: can i tap forgot on my home wifi\nHuman Agent: That camera will use the QR Code setup. So you would not connect to the ZMD_SAP network to setup that camera.\nCustomer: Jfs0169@yahoo.com\nHuman Agent: If you forgot your network, then tap on it and enter the password to reconnect to your Wi-Fi network.\nHuman Agent: Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Trying\nCustomer: flashing blue and green\nHuman Agent: That camera is showing online and connected to your account now.\nCustomer: my rest of camera automatically connect?\nCustomer: or i need to setup them again with new wifi\nHuman Agent: When you setup one camera, it will try to setup other cameras, but it may not connect them. IT looks like the other cameras on your account are still offline, so you will want to do the same QR Code setup to connect them.\nCustomer: ok\nCustomer: let mw try to reboot the camera if its works\n\nCustomer: i need to remove the camera from account to resync them?\n\nHuman Agent: No, you would not need to remove the camera if it is already on your account.\nCustomer: ok\nCustomer: then all camera using or code ?\nCustomer: QR code\nHuman Agent: Yes, you would setup all of the cameras on your account with the QR Code setup.\nCustomer: please check is it other came online i just rebooted all\nHuman Agent: There is just the one camera that you setup online.\nCustomer: ok\nHuman Agent: You would need to go to the other cameras and do the QR Code setup to connect them.\nCustomer: great\nCustomer: let me do it\nCustomer: trying on one more camera\nCustomer: is it connecting please check\n\nCustomer: its asking me name again and again\n\nHuman Agent: It looks like four more cameras connected. You will know it is connected with a solid blue light in the camera.\nCustomer: ok\nCustomer: yea\nCustomer: 3 camera not picking up wifi can i place near by router\nCustomer: 1 is not working"]
["Customer: How can I set up my cameras if I change my Wi-Fi password and I don’t know where the barcode is it cause I think I throw the box away. What can I do?\nCustomer: How can I set up my cameras if I change my Wi-Fi password and I don’t know where the barcode is it cause I think I throw the box away. What can I do?\nCustomer: Can you show me how the QR code look on the camera?\nCause when I try to scan it, it did not work\nCustomer: Can you show me how the QR code look on the camera?\nCause when I try to scan it, it did not work\nCustomer: I lost the QR codes that came with the box and I don’t know what to do or how to set my cameras back up because I changed my Wi-Fi password\nCustomer: I lost the QR codes that came with the box and I don’t know what to do or how to set my cameras back up because I changed my Wi-Fi password\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see what setup your cameras take, one moment\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account to see what setup your cameras take, one moment\nHuman Agent: It looks like there are no caemras bound to this account, are you perhaps able to send me the cameras Model and ID number? this will be on the camera or on the brackets sticker, the ID will start with ZMD, with that I can check what setup it uses and send you the proper setup code. \nHuman Agent: It looks like there are no caemras bound to this account, are you perhaps able to send me the cameras Model and ID number? this will be on the camera or on the brackets sticker, the ID will start with ZMD, with that I can check what setup it uses and send you the proper setup code."]
["Customer: Set up\nCustomer: Hey I had connected my camera to the app and paid for a subscription but now it’s blinking green so do I need to reconnect or delete the camera and try to reconnect but does that affect the subscription I’ve already bought\nCustomer: Ok thanks you \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Need the telephone number to speak to someone to fix my camera. It’s blinking green and when I connect to my network.\nCustomer: Zmodo pallet\nCustomer: I had to reset my camera while I was on vacation since I’ve been home and not able to get it to reconnect\nCustomer: Is there a number that I can reach someone to speak to someone to go through the process?\nCustomer: Agent \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/69ffc48689_1_20250108145447.jpeg\nCustomer: Ok\nCustomer: Ok\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Green\nHuman Agent: Is the light solid green or flashing green?\nCustomer: Solid\nCustomer: Now it flashing\nCustomer: Green \nHuman Agent: Could you please check your phone's Wi-Fi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: OK, I got the one on my Wi-Fi but it’s still green flashing\nHuman Agent: Do you mean that you see the ZMD_SAP network in your Wi-Fi settings?\nCustomer: Yes\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home Wi-Fi network name (SSID) and Wi-Fi password. Afterwards, you will need to connect your phone back to your home Wi-Fi network to access the camera."]
["Customer: Cameras aren’t working \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like your cameras are offline. What is their current indicator light status? I'll want to know the color of the light and whether or not it is flashing. \nCustomer: Green it’s flashing \nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Can someone that speaks good English call me and walk me through setting this up or cancel the subscription I just paid for thank you\nHuman Agent: As we're located in the US, English is the only option we have available in general. I'd be happy to help you from here, but if you want a callback, you would need to schedule it for a future time via the link below. \nCustomer: I’ve tried the earlier instructions. I’m not doing a good yet. I’ve went to the homepage and hit plus and I can’t pull up the QR code.\nHuman Agent: When you hit the plus, you do not see the QR setup option there?"]
["Customer: It’s still telling me the device is bound to a dift\nCustomer: Why not\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Yes it was my dads but never used\nCustomer: I have to be at work in 40 min if we can’t resolve this in 5 min I’ll buy a blink camera\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Yea…\nCustomer: D/static_file/874d8de02a_1_20240916142200.jpg\nCustomer: I’m about to leave for work \nCustomer: Can you fix this or should I buy a camera that actually works and leave a terrible rector this one\nHuman Agent: Thank you. That camera is bound to a @gmail.com email address and the first two characters are \"mi\". Do you recognize the email address? If so, then do you have access to the email address that the camera is bound to? \n\nIf you do not recognize or have access to the email address, do you have the invoice or order information for the purchase of the camera?\nCustomer: Is it michaelsbambouyani@gmail,com\nHuman Agent: Yes, that is the email address that the camera is bound to.\nCustomer: Ok I have access \nCustomer: Send me the code and I’ll provide it \nHuman Agent: You can reset the password to the account by tapping on Forgot Password on the login screen and resetting the password.\nCustomer: Sir I’m running very late \nCustomer: Im going to work the camera is plugged in if you can get it to work I’ll start my free trail\nHuman Agent: You can reset the password to the account by tapping on Forgot Password on the login screen and resetting the password. Then you would set it up with the Ezlink setup. I cannot connect your camera to your Wi-Fi network remotely.\nCustomer: But the problems we had trying to connect them is the reason we never \nHuman Agent: You would tap on the plus sign in the top right corner. Tap on Legacy and then Ezlink Devices. You should now be in the Ezlink setup. It will ask you to power on the device and then swipe the screen and the press Next. You will enter the password for your Wi-Fi network. Both the password and the network name cannot have spaces or special characters. Once you enter the password and tap Next, then a QR code will appear on the screen. Hold the phone screen to the camera so that the camera can read the QR code. The light on the camera should be solid blue if it connects successfully.\nCustomer: Used them can I connect it remotely I’m at work but the camera is plugged in and connected to WiFi \nCustomer: Otherwise I will buy a more reputable brand as my father did to replace these cameras \nCustomer: If you can make it work before my break is over I will subscribe to your company instead of blink\nCustomer: Hello"]
["Customer: Set up\nCustomer: Can you check if the camera I am trying to install if it's lock\nCustomer: It hasn't been install i can see it live\nHuman Agent: Hello, you've reached customer care, my name is Kylie. What do you mean by lock?\nCustomer: It's not letting me add it to my exiting cameras I try everything \nHuman Agent: Okay can you send me the cameras Model and ID number? the ID wills tart with ZMD.\nCustomer: Model. ZP-1BH15-W.     ZMD14F8DA278146\nHuman Agent: I was not able to find this camera with the ID number, is this the cameras first time being set up or has it been setup in the past at all?\nCustomer: First time\nHuman Agent: Okay, it looks like this camera may possibly use different setups I will have you do a test to tell me which setup it would be to narrow it down. Can you unplug and plug in the camera, get close to it and when it is flashing blue or green then check the wifi settings in your phone and tell me if you see a ZMD_SAP network or not.\nCustomer: It's flashing green  and I do see  the network  ZMD-SAP  but says it's not available  i tap on my network but doesn't pick it up\nHuman Agent: Okay if the ZMD_SAP network is not showing then that means the camera would use either the QR code setup or the EZlink setup. Have you tried the QR setup with the camera at all?\nCustomer: I have try them all. I have have a total of 6 camera in use trying to add a 7\nHuman Agent: When you did the QR setup did the cameras lights react at all or did you hear a Beep from the camera when you held the QR code in front of it  at any point?\nCustomer: No it said you have reach the time given check your password \nCustomer: Can I give you the account number  you think it might be locked \nHuman Agent: No, You already gave me the cameras ID number, its not tied to any account right now and it is offline. Okay, can you go through the QR code setup again for me then when you get to the code take a screenshot and send that to me so I can review it to see if there's anything wrong with the code itself. \nCustomer: But all my other camera are working fine there online \nHuman Agent: but thats not this camera, its offline. When you look at the front of the camera at its lights what color are they and are they solid or flashing?\nCustomer: Flashing green \nHuman Agent: Okay that means its offline, can you do as I said above and go through the QR code setup again for me then when you get to the code take a screenshot and send that to me so I can review it to see if there's anything wrong with the code itself. \nCustomer: Ok\nHuman Agent: Okay\nCustomer: D/static_file/659b73739f_1_20250107135632.jpg\nCustomer: D/static_file/9db6c8ef82_1_20250107135851.jpg\nHuman Agent: Right away I can see one issue, you currently have Dark mode on on the phone and that does not work with the QR code setup, you have to change that in the display settings so its in light mode as the code doesn't work in dark mode.\nHuman Agent: Try the QR code setup again after you switch it from dark mode and let me know if that works for you or not. \nCustomer: Ol okay l will change that\nHuman Agent: Okay\nCustomer: Do I try again \nHuman Agent: I said above \"Try the QR code setup again after you switch it from dark mode and let me know if that works for you or not. \"\nCustomer: Yes I tried a few time did not work\nCustomer: Still didn't work now what"]
["Customer: Troubleshooting\nCustomer: I was trying to reset my cameras, because my Wi-Fi password stuff changed\nHuman Agent: Hello, you've reached customer care. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I forgot how to set them back up do I need a qr code\nHuman Agent: Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Sho\nHuman Agent: Are you using the Sho app for the set up? \nHuman Agent: Is this the best email to send the set up information to neetrawomack31@gmail.com\nCustomer: ZMD57DR17904520\nCustomer: Yes that’s a good email\nCustomer: Hello\nCustomer: Are you still there\nHuman Agent: Okay that email was sent \n\nHuman Agent: Tap the \"+\" icon on the app home screen in the top right. Make sure your camera is powered on and flashing green. Tap Start Installation at the bottom of the screen. Scan the QR code included in this email when prompted by the app. Follow on-screen instructions, input your WiFi password, and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will scan the QR code on the phone screen.\nHuman Agent: Yes"]
["Customer: Troubleshooting\nCustomer: Mira Hi\nCustomer: I changed my WiFi password but my camera doesn’t connect \nCustomer: -1\nCustomer: I tried later \nCustomer: Set up\nCustomer: 4\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Were is the wifi settings \nCustomer: How can I hook to the wifi\nCustomer: Were is the internet settings \nCustomer: -1\nCustomer: -1\nCustomer: Set up\nCustomer: Customer service \nCustomer: Were is the internet \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you trying to set your two cameras back up? If so, are they currently flashing green?"]
["Customer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: I don't have the box it came in so I don't have a QR code\nHuman Agent: Hi my name is Wendy.  The camera you are wanting to setup, is it new? or has it been setup before?\nCustomer: Yes I'm here\nHuman Agent: HI -  The camera you are wanting to setup, is it new? or has it been setup before?\nCustomer: It's been used before so it's not not new\nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\n\nCustomer: ZMD33EQEG3201085\nHuman Agent: Could you please check for typos or attach a clear picture of the ID?  ZMD33EQEG3201085 doesn't pull up any info.\nCustomer: D/static_file/fba2ae1d38_1_20250116154414.jpg\nHuman Agent: ZMD33EQE3201085 thankyou.   This camera uses QR code setup.  Is the indicator light blinking green right now?"]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: I want to setup my mini cam\nModel zh-4xyv10\nCustomer: Password Rafazmodo24\nCustomer: rafaelcastilloespinoza@hotmail.com\nCustomer: I USED IT FOR FEW YEARS, I CHANGED ADDRESS NOW DOES NOT WORK\n\nHuman Agent: Hello, my name is Grant. The cameras on your account will use the QR Code setup to connect to the Wi-Fi network.\nHuman Agent: Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Changed the wifi and can't connect the cameras.\nCustomer: I tried that and it doesn't work.\nCustomer: How do I setup the cameras?\nCustomer: Set up\nCustomer: Which one do I choose?\nCustomer: representative\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: I've never been able to use the QR option. I hold the QR code up to the camera and it doesn't setup. I think I need to use another option.\nHuman Agent: The cameras are compatible with the QR setup. If it's not working that would generally imply an issue with the information that was entered. If you provide the QR code, I can assist with troubleshooting that. Otherwise you may also try Zink with your cameras. \nCustomer: D/static_file/33941e668d_1_20241010144134.jpg\nCustomer: I have to hold it for 30 seconds?\nHuman Agent: You would hold it in front of the camera so the camera can see the code on your screen for a few seconds until it goes to flashing blue. Flashing blue implies it has read the code. Does it ever go to flashing blue?\nHuman Agent: If it fails for some other reason past that point such as a 5Ghz network instead of 2.4Ghz, it will then return to flashing green\n\nCustomer: it is ftill flashing green.\nHuman Agent: Okay, but so after holding the code in front of the camera, it never went to flashing blue temporarily?\nCustomer: The internet company said its broadcasting 2.4 and 5\nCustomer: I can't tell.  I only saw the green.\nHuman Agent: Okay, please restart the camera, make sure there are no cracks over the code on your screen, make sure the red night vision lights are not on when showing the code, and make sure your phone's brightness is up. \nCustomer: Done.  It is not flashing green but solid green.\nHuman Agent: Solid green should only occur when first restarted as it boots up. If it is staying solid green, that means the camera is not booting up. Is it plugged into a wall outlet without any sort of extension cable?\nCustomer: There is an extension cord   It has has always worke this way.\nCustomer: I'll go check if its flashing now.  I might not have waited long enoguh.\nHuman Agent: Extension cords, if you have not also swapped to a power supply that has higher amperage, will result in devices being underpowered which will damage them over time. \nCustomer: I tried the other camera... it went solid green and then flashing green but it did not recognize the QR code.\nHuman Agent: Okay, and the other things I mentioned were checked? The extension cord, if it is also using one, can also impact the ability to read the code. If you'd like to try Zink instead though I'll provide those instructions below too. \n\nIn order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\nCustomer: The second camera is not using an extension.\nHuman Agent: Okay, then something else would be causing it to not see the code. Either among the things I mentioned, the code is not being held somewhere the camera is able to see, or if outside glare on the phone screen could also impact the ability to see it. \nHuman Agent: It looks like 2/3 are now online. Only the Driveway camera is left. \nCustomer: That is strange. The front door is unplugged, and the Pool camera wasn't coming on.   I would have guessed the driveway was the only one on.\nCustomer: It now connects to driveway but it won't accept the wifi password of the new wifi.\nCustomer: When I try to connect it says failure.\nHuman Agent: Did you just unplug front door recently? It had been online until recently. \n\nThe failure message implies it cannot communicate with the camera. Some things to check would be making sure you're within 10 feet of the camera, make sure you're still connected to ZMD_SAP, and turning off your cellular data until you finish the setup. \nCustomer: I'll check.\nHuman Agent: Okay.\nCustomer: Unplugged and replugged driveway camera.  Did ZLink.   COnnected to ZMDSAP, put in wifi password. It says failure.\nCustomer: I checked and rechecked to make sure it was right.\nHuman Agent: It looks like Front Door is back online, did you plug it in again? As for zink, did you turn off your phone's cellular data?\nCustomer: Yes Plugged in front door.\nCustomer: I did turn off cell phone data.\nHuman Agent: Okay, with the two that are connected, were you able to get through the Zink setup for them or had they been connected by the QR code?\nCustomer: I don't know the answer to that.  I had tried with the QR, it didn't look like it was working. I started trying on the driveway camera and then you told me they were connected.\nCustomer: So I guess maybe the QR worked, but delayed. I'm not sure.\nHuman Agent: Okay, so you did not ever get fully through the Zink setup? You've only gotten to the page where it said failure, correct?\nCustomer: Correct.\nHuman Agent: Okay, it would have to have been the QR setup then. Let's go ahead and try that on this last one in that case. \nCustomer: When I check the app, I only see the front door It doesn't seem to connect to the other two. \nCustomer: I'll try QR code on the driveway camera.\nHuman Agent: Okay, so Pool will not load still? I'll try restarting it while you do the Driveway camera. \nCustomer: I see all three now.\nHuman Agent: Wonderful. Was there anything else you needed assistance with?\nCustomer: That is it, thanks.\nHuman Agent: Okay, have a good day!"]
["Customer: Trying to connect to secure 2.4 network but keeps failing! The previous app version populated available network which it does not any longer. Please advise… thank you\nCustomer: Support email\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  It looks like your having some trouble with there setup, are you trying to set up a new camera or reconnect a device that was online/setup in the past?\nCustomer: Hello\nHuman Agent: Hi, did you see my message above?\nCustomer: Yes I am trying to set up a new camera\nHuman Agent: OKay, can you send me the cameras Model and ID number as well I will lookup info on it. the ID will start with ZMD or GSG on the sticker"]
["Customer: Set up\nCustomer: I am trying to set my camera up to WiFi but it is saying my camera is not supported with the app \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd26jri9203141\nHuman Agent: Thank you. Let me take a look.\nCustomer: Thank you \nHuman Agent: Do you still have the quick guide that came with the camera?\nCustomer: No. We’ve had these cameras for a bit. They were working fine, I was just trying to switch them to our new WiFi. But the quick guide is long gone. \nHuman Agent: Okay I can send you the QR code you need to start the set up. Do you have another phone to do the set up with so we can continue the chat on this device. If not do you have a computer that can display the QR code if I email it to you. If so what is the best email to send it to? \nCustomer: The email is kirstinsummerlin@gmail.com\nHuman Agent: Alright, give me a minute to get that sent to you.\nHuman Agent: I have sent you the email with the QR Code. Tap the \"+\" icon on the app home screen in the top right. Make sure your camera is powered on and flashing green. Tap Start Installation at the bottom of the screen. Scan the QR code included in this email when prompted by the app. Follow on-screen instructions, input your WiFi password, and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Okay. Will try"]
["Customer: Wi-Fi is not connecting to cameras \nCustomer: Ip adress\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Connect to WiFi\nHuman Agent: Please follow the instructions in my previous message. I'll include them again below. \n\nHi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: I had my cameras set up in another house back in 2021 but they are no longer working as I am attempting to set in new home\n\nCustomer: I already deleted cameras because it was not working now I am have trouble adding them\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID listed on one of the cameras you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: D/static_file/c13ba07378_1_20241101104847.jpg\nCustomer: D/static_file/09014c77ad_1_20241101104954.jpg\nCustomer: I have 2 cameras \nHuman Agent: Thanks. It looks like neither is bound currently so you should be free to set them up. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Ok let me try that now\nHuman Agent: Sure, let me know if you have any trouble. \nCustomer: D/static_file/ca194a91b2_1_20241101105726.png\nCustomer: It would not scan\nHuman Agent: You seem to be using a 5Ghz network rather than 2.4Ghz. You'll need to use a 2.4Ghz network. \nCustomer: How do I change that?\nHuman Agent: You would connect to your 2.4Ghz wifi network instead of your 5Ghz wifi network in your phone's wifi settings. \nHuman Agent: You'll notice that your current wifi network says 5G at the end of the name so you'll want to look for another network of yours that does not say 5G.\nCustomer: They are connected now thank you\nHuman Agent: No problem, anything else I can help you with for now? \nCustomer: No \nHuman Agent: Okay, have a good day!"]
["Customer: Troubleshooting\nCustomer: Call\nCustomer: Set up\nCustomer: I have a few cameras that are not working. \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you tell me the cameras Model and ID number? this will be on the cameras sticker and start with ZMD\nCustomer: D/static_file/de8cd0bd61_1_20241217172253.jpg\nCustomer: Did that work\nCustomer: ?\nCustomer: ??\nCustomer: Hello?\nCustomer: Is there an easier way to contact support?\nCustomer: Agent\nCustomer: Hello\nCustomer: ??????????\nCustomer: Agent\nHuman Agent: Can you unplug that camera, plug it back in, and tell me if you see a light in the camera?\nCustomer: Ok\nCustomer: Where will I see the light?\nHuman Agent: It may be visible in the camera lens. You may also be able to see it where the wire goes in to the back of the camera.\nCustomer: Flashing green\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Flashing blue\nCustomer: Flashing green\nCustomer: Flashing blue\nHuman Agent: Did you get my message with the QR Code setup instructions?\nCustomer: No\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Set up\nCustomer: Changed internet\nCustomer: Do I need to remove and add back?\nCustomer: How do you do that\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you trying to set up the 4 cameras on your account up on a new network? It looks like sh would use QR setup while the other 3 would use Zink setup. If you set up the QR code camera first, it may also pull other nearby cameras online at the same time if you can plug them in near each other so I would recommend starting with that. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: I can't do qr because phone screen is cracked\nHuman Agent: Okay, then for the Zink setup, here are the instructions for that. \n\nIn order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\nCustomer: If new internet is 5g will it not work?\nHuman Agent: The cameras have to be set up on a 2.4Ghz network. 5Ghz networks aren't compatible, but all modern routers should be capable of 2.4Ghz networks and unless you've specifically disabled it, it's likely already active by default."]
["Customer: I need help connecting additional zmodo camera\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: ZMD13EKF6200573\nHuman Agent: This ID is not coming up in our system. Is this the first time this device has ever been connected?\nCustomer: Yes first time trying to connect\nHuman Agent: Okay, if the camera is currently flashing green and you are next to it, please go to your wifi settings on your phone and let me know if you can find a network called ZMD_SAP listed there. \nCustomer: OK will look\nHuman Agent: Okay, thank you. \nCustomer: Oh yes I see it now \nHuman Agent: Okay. In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\n\nCustomer: I'm sorry but is Zink setup on the phone app or website?\nHuman Agent: Setup can only be done on the phone app."]
["Customer: Hi, we have moved and I’m having trouble connecting to our new Wi-Fi network.\nCustomer: Cameras flashing blue.\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\n\nCustomer: Thank you, I will.  I was gathering all my cameras.  I’m assuming each camera will need the QR code.\nHuman Agent: If one successfully connects, it will share the wifi information with other nearby cameras so you may not need to show it to them all, but any that are not connected after showing one you would then show the code as well. Though you may need to regenerate it between attempts if the code goes away. \nCustomer: Ok, thanks Dillon!\nHuman Agent: No problem, let me know if you have any trouble."]
["Customer: How do I change my home wifi network\nCustomer: I need to change the WiFi network that my cameras are connected to. How do I do that?\nCustomer: -1\nCustomer: I need step by step procedure to change the WiFi network for the cameras.\nCustomer: What is the contact number for customer support\nCustomer: Agent\nCustomer: I need help help changing to a new WiFi network for my cameras\nHuman Agent: Most of the cameras on your account will use the QR Code setup or the Zink setup. There are a few that will use only the QR Code or only the Zink setup.\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nHuman Agent: To setup with the Zink setup, please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera."]
["Customer: Tells me it’s unable to join Zmp network\nCustomer: Still unable to join after forgetting home Wi-Fi can’t find or connect to ZMD_SAP\nCustomer: They didn’t resolve the issue\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If you dont see the ZMD_SAP network and the caemra is flashing green or blue then the camera may use the QR code setup now not the zink setup"]
["Customer: Set up\nCustomer: Why won't my camera read qr code \nCustomer: Won't scan or with solid blue light \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: I don’t see where Wi-Fi connection is?\nCustomer: Where is device settings \nHuman Agent: Hello, you've reached customer care, my name is Kylie. There is not a way to tell what wifi the camera is already set up on once it has been set up. \nCustomer: I don’t see Wi-Fi connection in the settings area?\nHuman Agent: Are you perhaps looking for the setup itself?\nCustomer: Yes, to connect to a different Wi-Fi network \nCustomer: Yes\nHuman Agent: Okay, is the old network still emitting from a router or a Wi-Fi extender at all? if not then you can just go through the setup with the new Wi-Fi info to reconnect the camera. I would recommend rebooting the camera by unplugging and plugging it in first before the setup."]
["Customer: Agent\nHuman Agent: How can I assist you?\nCustomer: Hello I’ve been trying to get assistance on my front and back camera \nCustomer: My front and back camera are stuck on loading \nCustomer: Agent\nCustomer: Okat\nHuman Agent: It looks like the cameras are currently offline. Are you there with the cameras to troubleshoot them?\nCustomer: Yes \nCustomer: I’ve tried unplugging them\nCustomer: Resetting them through the app\nCustomer: Disconnecting my internet and turning it back on but they’ve been like this since I’ve purchased them and I have others but these ones are the only ones not working \nHuman Agent: If you reset the cameras in the app, then they would need to be reconnected to the Wi-Fi network. Can you go to one of the cameras, unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Okay \nCustomer: For my back camera I didn’t see any color flashing \nHuman Agent: There will be a green or blue light in the camera when the camera is powered on. You may want to try covering the camera lens, especially if it is outside and bright, to better be able to see the light inside of the camera.\nCustomer: Okay let me try again \nCustomer: It turns on green and starts flashing green \nCustomer: It’s currently flashing green\nHuman Agent: Flashing green means that the camera is ready for setup.\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Do I need to remove it first before adding it back \nHuman Agent: No, you do not need to remove the camera from your account.\nCustomer: Okay I’m gonna try reconnecting it now \nCustomer: This is where I was also having trouble \nCustomer: It timed out and didn’t connect \nHuman Agent: You would want to watch the light in the camera when you show the QR Code to the camera. Start by holding the phone screen close to the camera lens and pull it back. Watch the light and let me know if it changes from the flashing green.\nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the camera?\nHuman Agent: It looks like the cameras are going online and offline frequently. That is typically caused by network connection issues. The two most common causes of that are going to be the signal strength and the upload bandwidth.\nCustomer: Okay one sec\nCustomer: It still doesn’t want to connect \nHuman Agent: You would want to watch the light in the camera when you show the QR Code to the camera. Start by holding the phone screen close to the camera lens and pull it back. Watch the light and let me know if it changes from the flashing green.\nCustomer: Is there not another way for them to be set up\nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the camera?\nCustomer: Again I’ve done that so many times and it doesn’t work \nCustomer: It keeps timing me iut\nCustomer: D/static_file/8dded1a0c3_1_20240927155945.png\nHuman Agent: I understand it says it is timed out. I am not asking about what it says on the app. I am asking about the light in the camera.\nCustomer: It’s doing the same thing \nCustomer: Nothing \nHuman Agent: It's not flashing green?\nCustomer: It was yes\nHuman Agent: Is it still flashing green?\nCustomer: I can’t tell anymore \nHuman Agent: Okay, so it did change from the flashing green. That is good to know. I wanted to know if it changed from flashing green when you showed the QR Code to the camera.\nCustomer: Is there not any other way to connect them because this is getting ridiculous I haven’t been able to use these cameras since I’ve got them \nHuman Agent: The camera is online right now. So the light in the camera is a blue light.\nHuman Agent: That is why you do not see a green light and why I was asking you to tell me if the light changed from the flashing green. The light in the camera tells us the status of the camera.\nCustomer: Okay that one is fixed \nCustomer: Now my front camera \nCustomer: Sorry I have them outside and I couldn’t tell, from my view it just looked off \nHuman Agent: That is fine. I understand you could not see the blue light. But that was why I asked you to tell me if it changed from the flashing green. When the light is not longer flashing green, that means it changed and likely means it read the QR Code.\nCustomer: Does it matter if the atendas are on?\nHuman Agent: Yes, that matters a lot. The antenna needs to be connected to the camera.\nCustomer: Okay my front camera is flashing green too\nHuman Agent: Okay, is the antenna screwed in securely to the camera?\nCustomer: No not at first \nHuman Agent: Alright, then you will want to do the QR Code setup when you have the antenna screwed in to the camera.\nCustomer: Okay doing it now\nCustomer: It started flashing blue I’m not sure if it connected \nHuman Agent: Is the light still flashing blue?\nCustomer: Okay I believe I got them on now\nCustomer: My only concern is now since I was having so many technical issues I didn’t get to use my free trail for these cameras \nHuman Agent: The cameras are still on the free trial and will start recording now that they are back online.\nCustomer: Okay awesome!! Thank you so much I appreciate it!!\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: Did not work\nCustomer: Didn’t work\nCustomer: How do I reach out to a live chat\nCustomer: Agent\nCustomer: My cameras don’t reset. And I want a new set of three cameras due to the issue\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: GSG5001C0099185\nCustomer: I have 3 of them this is the first one \nHuman Agent: Alright, lets start with that camera. What color is the camera? And does the camera have any branding on the side of the camera or on the power adapter?\nHuman Agent: This camera may be one made by a partner company.\nCustomer: It was on my account before but since my wifi switched I had no way of reseting them or anything.\nHuman Agent: I understand. Did you receive my previous message asking about the camera? This camera may be one made by a partner company. What color is the camera? And does the camera have any branding on the side of the camera or on the power adapter?"]
["Customer: Reset WiFi camera \nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of your solid blue camera? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD."]
["Customer: Set up\nCustomer: I’m trying to reconnect my two devices after moving to a new address with a new Wi-Fi network \nCustomer: I don’t remember how I did it \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I need to connect my dives \n\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Wired cameras not connecting\n\nHuman Agent: Hi my name is Wendy.  What type of cameras do you have? I don't see any cameras connected to this account.\nHuman Agent: What are the device IDs on the cameras? The IDs will be listed on stickers on each camera and will start with ZMD or GSG\nCustomer: They outside let me check\nHuman Agent: ok\nCustomer: Here is on of them zmd13DIE6001651\nHuman Agent: ZMD13DIE6001651 is not connected to an account.  What is the ID on the NVR that this camera connects to?\nHuman Agent: The ID on the NVR will be on the bottom of the NVR.  It will start with ZMD or 1\nCustomer: I have had them connected for years and it just stopped \nHuman Agent: What is the ID o the NVR? I can check if that is connected to an account with the ID\nCustomer: ZMD13JEEB203891\nHuman Agent: ZMD13JEEB203891 isn't connected to an account either.  Do the cameras connect to the back of the NVR? or do they connect to repeaters?\nCustomer: To the back of the NVR\nHuman Agent: Do you have an ethernet cable running from the back of the NVR to your router?\nHuman Agent: or do you only view the cameras on a monitor connected to the NVR?\nCustomer: No on my iPad and phone as well\nHuman Agent: You will need to run an ethernet cable from the back of the NVR to your router\nCustomer: Yes there is a Ethernet cable\nHuman Agent: Make sure both ends are plugged in tight.  Is the NVR powered on?\nHuman Agent: Okay NVR shows online now.  Do you want the NVR connected to dmitchell85@att.net?\nCustomer: I checked that. I have blinking yellow lights on the back of my NVR should they be green\n\nCustomer: Yes\nHuman Agent: one moment\nHuman Agent: If you refresh the screen or log out of the app and back in again you will see the cameras & NVR on your account now\nCustomer: Ok\nCustomer: Are the cables for these cameras HD compatible\nHuman Agent: I'm not sure what you mean\nHuman Agent: The cameras you have are 3rd generation sPoE\nCustomer: Can change camera to HD cameras \nHuman Agent: so the cables are 3rd gen sPoE camera cables\nHuman Agent: Your NVR would be compatible with 3rd generation 1080p sPoE cameras but we no longer have those in stock\nCustomer: Will HD cameras work or is there a different cable for HD\nHuman Agent: Are you asking about wifi cameras?\nCustomer: No wired HD cameras\nHuman Agent: we no longer have sPoE cameras in stock\nCustomer: Is there a tv app for cameras\nHuman Agent: It looks like your NVR is only compatible with 720p sPoE cameras, the type that are already connected to it.\n\nYou can view your cameras on the web app from a computer:  user.zmodo.com\nHuman Agent: There isn't a TV app though\nCustomer: Ok thanks\nHuman Agent: You're welcome!"]
["Customer: Set up\nCustomer: I can’t get my camera to connect qr code \nCustomer: I have done everything and it won’t connect \nHuman Agent: Hi my name is Wendy.\n\nPlease provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: D/static_file/b2c674b28a_1_20241007145425.jpg\nCustomer: ZMD18ADIH524119\nHuman Agent: Is the indicator light solid blue?\nCustomer: Yes\nHuman Agent: Solid blue setup:\nMake sure your phone is connected to 2.4GHz wifi (the same router that the cameras would connect to) then on the Zmodo app tap on the +sign in the upper right corner then tap near the bottom of the screen where it says \"tap here to add it\".\n\nCustomer: Still nothing \nHuman Agent: Your phone is connected to 2.4GHz wifi? The router that you want the camera connected to?\nCustomer: Yes \nHuman Agent: Could you please unplug the camera?  Let me know when it has been unplugged.\nCustomer: Unplugged \nHuman Agent: ok one moment\nHuman Agent: Are you wanting ZMD18ADIH524119 connected to mercedeslynnanne15@yahoo.com?\nCustomer: Yes\nHuman Agent: One moment\nHuman Agent: You can plug the camera back in to power - after the indicator light switches back to solid blue, refresh the Zmodo app screen, you will see the camera on your account.\nCustomer: It’s green right now \nHuman Agent: okay.  When the light switches to solid blue you should see the camera on the app\nCustomer: How long does it take to turn blue \nHuman Agent: just a few seconds.\nHuman Agent: Do you have the camera connected to an extension cord, power strip or surge protector?\nCustomer: Straight in the plug in\nHuman Agent: unplug the camera, then plug it in again or try using a different working power adapter.\nCustomer: There’s no light now \nHuman Agent: Its possible the power adapter isn't working.  Could you please use a different 5v 1a micro usb power adapter?\nCustomer: Ok it’s flashing blue to green now\nCustomer: It’s working now \nHuman Agent: okay great!"]
["Customer: Can't scan Qr\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Hello I need help updated my WiFi password for my cameras \nCustomer: I try that and it said it’s not supported\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Did you scan the QR code on the camera itself or in the booklet when you got the not supported message?\nCustomer: I enter the code from the camera\nHuman Agent: Okay, that's why it told you that, to do the setup you would scan the QR code that came in the start up guide booklet not on the camera. Do you still have the booklet?\nCustomer: ?"]
["Customer: how do I change the wifi network for my cameras\nCustomer: can you remind me how to do that\nCustomer: set up wifi connection to cameras\nHuman Agent: The setup msot of your cameras use is the QR code setup\n\nHuman Agent: QR Code Set Up steps\n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\n\n\nHuman Agent: Here are the directions, in the setup itself it also gives directions as well once you start it."]
["Customer: How can I fix my billing issue \nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up your account, what sort of billing issue are you having today?\nCustomer: How do I update my payment? \nHuman Agent: It looks like the processor for your subscription is Google, to update your payment info you would go to your google account subscriptions then update the billing there for the subscription. \nHuman Agent: To get to the google account subscriptions you would open the play store, click your google profile, then click payments and subscriptions, then you can go to both Payments section and subscription sections  to view the plan details and billing details."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Pls help me\nCustomer: Connect me to the agent pls ty\nCustomer: Good morning grant\nCustomer: I'm trying to reconnect my cam back but I do the scan I don't know why i can't not scan is not work\nCustomer: Because i change my wifi\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I have 3 cam\nHuman Agent: That is fine. Lets just start with the first camera you want to setup.\nCustomer: ZMD19H318D19141\nHuman Agent: Thank you. Could you unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it back in?\nCustomer: ZMD18FLIG503452\nCustomer: Okay wait\nCustomer: Light green\nHuman Agent: Is the light solid green or flashing green?\nCustomer: Flashing green\nHuman Agent: Alright, lets try the QR Code setup again and when you get the QR Code on your phone screen you will want to hold the phone screen close to the camera lens and pull it back. Watch the light on the camera and let me know if it changes from the flashing green.\nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the camera?\nCustomer: How\nCustomer: You gonna end this chat if ever I do the screenshot \nHuman Agent: The chat will remain open for at least 7 minutes. So you can leave the chat to do the setup and come back.\nCustomer: How to send this\nHuman Agent: You can attach it to the chat. If you are having trouble attaching it to the chat, you can email it to support@zmodo.com.\nCustomer: Still can't go through \nCustomer: I did email to you now\nCustomer: Is work now\nCustomer: Let me try the another cam\nCustomer: Can you wait for me\nHuman Agent: That is great. I am glad the camera read the QR Code correctly this time.\nHuman Agent: Yes, you can do the setup on another camera.\nCustomer: All my camera are working now thank you for helping me\nHuman Agent: You're welcome.\nCustomer: I'm good now good bless you\nHuman Agent: Have a good day."]
["Customer: I need to change my WiFi password on my devices how do I do that since I am subscribed to a plan \nHuman Agent: Hello, my name is Grant. To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Qr code won't connect the device\n\nCustomer: Yes\nCustomer: Yes I did all that\nCustomer: I hear a clicking sound when I first use the qr code and then it times out after awhile\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you are trying to connect? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \nCustomer: Model number?\nCustomer: ZP-IBH27-W\nHuman Agent: No, there should be an ID that often would begin with ZMD, though may start with GSG, 14, or 15 in some cases. It would not have any spaces or dashes. \nCustomer: D/static_file/eb79678189_1_20241021162737.jpg\nHuman Agent: This camera is already online. What would you like it to be named? I can help add it for you. \nCustomer: Driveway 1\nCustomer: It doesn't show in the app that it is connected\nHuman Agent: Yes, it was not bound to your account. I've just added it. Please check for it now. If it does not show, please pull down on the home page of the app to refresh. \nCustomer: Do you have steps to bound the others I do in the future?\nHuman Agent: The default time zone will be central time as that is our time zone. If you need to change that, you can go to the live view, hit the settings gear in the top right, then the ... in the top right of the settings page and select the Device Time Zone option. \nCustomer: No. I'm in central also.\nHuman Agent: This camera would use QR setup normally, though if they are already solid blue you can connect your phone to the same wifi network, hit the plus in the top right, then choose \"Tap here to add it\" at the bottom to scan the network for already connected cameras. \nCustomer: D/static_file/5dee0d9362_1_20241021163154.jpg\nHuman Agent: It looks like you're in the Smartz app. I apologize, it showed you were in Zmodo. In Smartz you may need to close the app and reopen it. \nHuman Agent: As for adding them on Smartz if they're solid blue, you can go to Devices, hit the Add Device button, hit the four squares in the top right, then the Tap here to add it at the bottom of the page. \nCustomer: If I close the app I will lose this chat?\nHuman Agent: No, the chat will remain active for 7 minutes from the time of the last message so as long as you're back by them, it will still be here."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Please can I have a phone number to call for help\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: Yes\n\nHuman Agent: I sent the sceduler to you now, let me know if you have any trouble with submitting a call or have any questions.\nCustomer: Help can Message run these cameras\nCustomer: OK tell me how\nHuman Agent: I will need more information to assist you properly, can you send me the cameras Model and ID number, the ID wil start with ZMD, GSG and it will not be the fccid number, Once I have both of those numbers I can better assist you with the setup process. \nCustomer: Message Me share instruction to me I cannot get smart eager to work\nHuman Agent: I would need the cameras info first in order to tell you which setup directions to use, we have several setup methods and I want to provide you with the correct setup info. \nCustomer: Zmodo model ZP-IBH23-w\nZMD18L9IH503124\nCustomer: I just sent info on the camera I purchased\nHuman Agent: Okay perfect, One moment while I look up that camera.\nHuman Agent: For that camera it uses the setup called QR code, In the Meshare app you would first scan a QR code, then it will start the QR setup. At the end of that setup it will generate a QR code that you would show to the camera, once the camera connects it will turn solid blue and that will mean its online, I am going to send you the QR code you would scan to begin the QR setup and the setup directions into the chat here. One moment\nHuman Agent: D/static_file/1633c790b0_1_20250224093101.png\nHuman Agent: 1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then scan the QR code I sent you to begin the QR setup\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\n\n\nCustomer: GREAT \nHuman Agent: Let me know if you have any questions\nCustomer: Thank you\nHuman Agent: Thank you as well, I would advise saving this QR code I sent you so you have it in the future should you need it.\nCustomer: Yes I don't see the QR code you sent. How did you sent it?\nHuman Agent: I sent it into the chat above the setup isntructions, I will send it again for you Now \nHuman Agent: D/static_file/f57e2f12bb_1_20250224094330.png\nCustomer: Ok\nHuman Agent: I sent the Code again for you to scan in the me share app to begin the setup into the chat, let me know if you got it this time or not. \nCustomer: Got it\nHuman Agent: Fantastic, Save this QR code so you will have it in the future, then Try the setup, let me know if you have any difficulties or have any questions."]
["Customer: Cambie de WiFi y las cámaras no me funcionan \nCustomer: Si ya lo hice, pero no funcionan \nCustomer: Cambie de WiFi y las camas no funcionan \nCustomer: Ya realice ese procedimiento y no funcionan\nCustomer: Necesito que me ayuden a registrar las cámaras de nuevo ya que cambie de Wifi\nCustomer: Cambien de WiFi, ya Intente registrar las cámaras nuevamente con el código QR pero no funcionan \nCustomer: Me pueden ayudar \nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debería comenzar con ZMD y debería estar en una pegatina blanca en la cámara o en el soporte, normalmente debajo de un código de barras.\nCustomer: ZMD17H4IF909579\nCustomer: ZMD17H4IF909580\nHuman Agent: Gracias. ¿Puedes desconectar la cámara, volver a enchufarla y decirme qué luz ves en la cámara cuando la enchufas? Luego avíseme si la luz cambia en la cámara.\nHuman Agent: ¿Con qué cámara quieres empezar?\nCustomer: La que finaliza en 80 \nCustomer: Color verde y parpadea\nHuman Agent: Muy bien, querrás configurar el código QR para la cámara. asegúrese de desconectar la cámara y volver a enchufarla después de que le pregunté porque reiniciar la cámara a menudo será útil. Sostenga la pantalla del teléfono cerca de la lente de la cámara Zmodo y retírela.\nHuman Agent: Observe atentamente la luz de la cámara mientras muestra el código QR a la cámara. Avísame si la luz cambia en algún momento.\nHuman Agent: ¿Podrías enviar una captura de pantalla del Código QR que estás mostrando a la cámara de Zmodo?\nCustomer: Parpadea en color azul, pero no la registra \nCustomer: D/static_file/dc94182e59_1_20241206172513.jpg\nHuman Agent: Eso significa que está leyendo el código QR pero no se está conectando. Hay algunas cosas que puedes probar.\nHuman Agent: ¿Puedes ir a la configuración de Wi-Fi en tu teléfono? Asegúrese de que la red a la que está conectado sea su red de 2,4 GHz y no su red de 5 GHz. El nombre de la red termina en 5, por lo que podría ser 5 GHz, pero puede ser ambos o 2,4 GHz. Entonces querrás confirmar eso.\nHuman Agent: Luego puede tocar el botón de configuración al lado de su red de 2,4 GHz. Toque Olvidar desconectarse de la red. Se mostrará en su lista de redes disponibles. Puede tocarlo e ingresar la contraseña de Wi-Fi para volver a conectarse.\nCustomer: Hola \nCustomer: Ya lo hice \nCustomer: Ya estaba conectada a la red Wifi\nCustomer: Estas ahí? \nHuman Agent: Sé que está conectado a tu red Wi-Fi. ¿Es su red de 5 GHz o una red de 2,4 GHz? ¿O son ambas cosas?\nCustomer: D/static_file/c8bc8bc043_1_20241206173756.jpg\nHuman Agent: Parece que la red a la que estás conectado es tu red de 5 GHz. Deberá conectarse a su red de 2,4 GHz.\nCustomer: Listo \nCustomer: Ya lo hice \nCustomer: Ahora que hago ? \nHuman Agent: ¿Entonces estás conectado a tu red de 2,4 GHz y ya no a tu red de 5 GHz? Luego realice la configuración del código QR mientras está conectado a la red de 2,4 GHz. ¿Puedes enviar una captura de pantalla del nuevo código QR que crees?\nCustomer: Ok \nCustomer: D/static_file/7ec6f00d9c_1_20241206174730.jpg\nHuman Agent: Deberá mostrar el código QR a la cámara. Mire la luz y avíseme si cambia a azul parpadeante cuando muestra el código QR a la cámara.\nCustomer: Primero fue luz parpadeante\nCustomer: Ahora azul fijo\nCustomer: No parpadea\nHuman Agent: Parece que la cámara está configurada y está en línea.\nCustomer: Ya revise \nCustomer: Muchas gracias \nHuman Agent: Ahora puedes hacer la misma configuración con la otra cámara.\nCustomer: Fue de mucha ayuda \nCustomer: Si eso haré \nCustomer: Gracias \nHuman Agent: De nada. Quiero informarles que el soporte del chat en vivo se cerrará en 9 minutos. Trabajaré contigo hasta que cerremos.\nCustomer: Ok \nCustomer: Ambas cámaras ya funcionan \nHuman Agent: Me alegro de que ambos se hayan configurado fácilmente una vez que estuviste en la red de 2,4 GHz. Ahora que las cámaras están conectadas, puede volver a conectar su teléfono a su red de 5 GHz si lo desea. ¿Tiene alguna pregunta?\nCustomer: Perfecto \nCustomer: Muchas gracias \nCustomer: No, estoy clara en todo. \nHuman Agent: De nada."]
["Customer: Set up\nCustomer: Blue light stay solid\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Please provide the device ID of the camera that shows a solid blue light. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: HEY Wendy my connection to wifi not working\nCustomer: D/static_file/1db9ca78b7_1_20250307142305.jpg\nHuman Agent: okay the camera you are needing help with shows a solid blue indicator light?\nCustomer: D/static_file/77b7de0cd6_1_20250307142311.jpg\nCustomer: Any other way you can connect \nHuman Agent: Both cameras show a solid blue indicator light?\nCustomer: Yes\nHuman Agent: Can you please unplug your router?  Let me know if the indicator lights start blinking green with the router off"]
["Customer: Set up\nCustomer: New camera, need to change wifi network \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: How can I connect to wifi?\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: I’ve done this and it immediately fails.\nCustomer: Failure message\nCustomer: Customer service \nHuman Agent: How can I assist you?\nCustomer: I changed router/modem and follow the steps to reset up my cameras, but I received a failure message.\nHuman Agent: Okay, so there could be a few reasons for that. First you will want to restart the app. Then you can unplug all of the cameras and then plug in just one camera. That way you are only connecting to one camera that you are right next to."]
["Customer: Set up\nCustomer: I changed my WiFi but lost the setup information \nCustomer: How do I do that\nCustomer: I forgot what setup process I used\nCustomer: Blinking green \nCustomer: Blinking blue\nCustomer: I need help reconnect to my device\nCustomer: I need to know how the setup happeed\nCustomer: Agent\nCustomer: Agent\nCustomer: Hi. I’m having problems reconnecting to my camera after changing the WiFi. I lost the booklet that showed me how to setup the camera\nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like all the cameras on your account here use the QR code setup, You don't have to have the booklet to do the setup again, you can go through the setup to reconnect the cameras as normal from the Zmodo app. \nCustomer: How do I do that\nHuman Agent: QR Code Set Up steps\n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\n\n\nHuman Agent: Here are the steps for the setup, the setup itself also shows you and tells you what to do step by step as well. \nCustomer: Okay thanks \nHuman Agent: No problem, any other questions before we go?\nCustomer: Are all cameras only compatible with 2.4hz?\nHuman Agent: Yes\nHuman Agent: All of our cameras only use 2.4GHZ.\nCustomer: Okay thanks \nCustomer: Have a great day :)\nHuman Agent: 2.4GHZ has a longer wavelength compared to 5GHZ so though while 5GHZ is faster, it has a shorter wavelength and does not travel very far compared to the 2.4GHZ, this is the reason why the cameras only use 2.4GHZ, its a more stable signal for further distances. \nHuman Agent: Have a wonderful day as well."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: We just had the set a new Wi-Fi in our home and now I cannot get the cameras to connect, can you tell me how to do this please?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Agent \nHuman Agent: How can I assist you?\nCustomer: My camera has a flashing green light \nHuman Agent: Does the light change from the flashing green light at any point?\nCustomer: It hasn’t in the last 5 minutes \nHuman Agent: If the light is flashing green, then that means it is ready for setup. To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Ok but I just did all this to this camera on Friday. The camera’s power adapter wasn’t working on this camera so I changed it\nHuman Agent: Okay, you may have reset the camera or it may just need to be reconnected. Either way, if the light is just flashing green, then you will want to do the QR Code setup to connect the camera."]
["Customer: How l can change the wifi \nHuman Agent: Hello, my name is Grant. To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Hola! Cómo estás ? \nTuve que cambiar en wifi y ahora nose cómo configurarlo de vuelta a la camara\nCustomer: No me acuerdo cómo lo hice me dirías de vuelta el proceso ?\nCustomer: Agente\nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debe comenzar con ZMD o GSG y debe estar en una etiqueta blanca en la cámara o en el soporte, generalmente debajo de un código de barras.\nCustomer: D/static_file/b72ad40679_1_20250303150447.jpg\nCustomer: ZMD14F1GB000370\nHuman Agent: Para configurar la cámara utilizará el método del código QR. Abra la aplicación y haga clic en el ícono \"+\" en la esquina superior derecha, luego seleccione Código QR. Elija \"Iniciar instalación\" o \"Siguiente\" en la parte inferior de la pantalla para iniciar la configuración. Siga las instrucciones en pantalla, ingrese su contraseña de WiFi (recuerde que distingue entre mayúsculas y minúsculas) y toque \"Siguiente\". Se generará un código QR. Alinee la lente de la cámara con el código QR en la pantalla de su teléfono, dejando aproximadamente 8 pulgadas de espacio entre ellas.\nCustomer: No lo hace \nSigue en la luz verde parpadeando \nCustomer: Lo tengo que resetear a la cámara ?\nHuman Agent: ¿Podrías desconectar la cámara, volver a enchufarla y decirme qué luz ves en la cámara cuando la enchufas?\nCustomer: Si\nCustomer: Verde parpadeando \nCustomer:  Ahora azul parpadeando  \nHuman Agent: ¿La luz cambia de azul parpadeante? ¿Cambia a azul sólido? ¿O vuelve a cambiar a verde y luego alterna entre verde parpadeante y azul parpadeante?\nCustomer: Ahí ya pude ! Muchas gracias \nHuman Agent: De nada. Me alegra que el reinicio haya ayudado a conectar la cámara.\nHuman Agent: ¿Tienes más preguntas?"]
["Customer: Set up\nCustomer: My camera won’t come on it’s a zmodo onvif model number ZP-IBI13-W\nCustomer: None of this worked \nCustomer: I need help setting up my camera \nCustomer: D/static_file/83aee24031_1_20250211163833.jpg\nCustomer: D/static_file/adfee9be2c_1_20250211163845.jpg\nHuman Agent: Hello, my name is kylie im with customer care,  Can you also send me a picture of the Sticker from the NVR/DVR as well. I will look up this camera now. \nCustomer: D/static_file/fe4cd3c355_1_20250211164008.jpg\nCustomer: D/static_file/be8e1013b6_1_20250211164022.jpg\nCustomer: Did that help? \nHuman Agent: Yes, thank you, one moment while I look up this NVR/DVR\nCustomer: Okay \nHuman Agent: This is a very old system you have here, For a system like this you would have to plug the NVR into power, then plug the NVR into the network w(rotuer) so it can get internet and communicate with the camera. \nHuman Agent: currently do you have that NVR set up to power and to the router? or not yet?\nCustomer: You still there? \nCustomer: It’s set up to power but I have starlink so there’s no where to plug the NVR to the router \nCustomer: Never mind I found where to plug it in \nHuman Agent: Okay, that will be an issue, you will in order to use this system properly have to connect the NVR to the router in order for it to receive internet as the NVR itself is not a wireless device. \nHuman Agent: Let me know once you have this NVR plugged into the router and let me know what colro the lights on the front of the NVR are or if theres a solid/flashing light in the back of the NVR at all.\nCustomer: In the back there’s a yellow flashing light and a solid green light \nCustomer: D/static_file/da9a28f313_1_20250211165936.jpg\nHuman Agent: Okay, it sounds like the NVR is not getting any internet from the rotuer. \nHuman Agent: Are you able to check the routers settings to see what devices are connected? if the router is trying to communicate with the NVR it will assign it an IP address, can see if its on the list at all and check to see if perhaps its blocked the NVR from accessing the internet from the router, usually what causes that is the routers firewall. Each routers settings can be a bit different but usually all routers have some sort of firewall and also have settings where you can see what devices its communicating with and giving internet to. \nCustomer: I restarted my router"]
["Customer: Set up\nCustomer: Trying to set up new camera flashing red light\nCustomer: Can’t find reset?\nCustomer: Can’t find reset button?\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera? and what is the model?\nHuman Agent: Both the device ID and model will be listed on stickers on the camera.  The ID will start with ZMD or GSG\nCustomer: Gsg5001c\nHuman Agent: there should be another set of numbers/letters\nCustomer: GSG5001C\nCustomer: 135566\nHuman Agent: GSG5001C0135566 thanks.  Is it a Zmodo brand camera?\nCustomer: Yes\nHuman Agent: blinking red means the camera is in setup mode.  Have you tried QR code setup?\nCustomer: I’ll try again\nHuman Agent: Please click on the “+” icon on the phone app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: Yes\nHuman Agent: Camera shows online now.  Looks like you got it\nCustomer: I connected. This is a replacement camera. I cancelled plan on the old one, and subscribed this new one. One of my camera showed expired so I renewed that one. I had time left on the old one so will that be refunded?\nHuman Agent: Let me check how you are subscribed\nHuman Agent: Which camera cloud plan did you cancel?\nHuman Agent: what is the name or ID on the camera that you cancelled?\nCustomer: Porch camera. Do you need the id number?\nHuman Agent: Porch camera is the new camera right?  What is the name/ID on the camera that the cloud plan was cancelled?\nCustomer: It was 4.99 a month.\nHuman Agent: ZMD13HUF8001146 Porch camera - I have limited info for Apple cloud plans but it doesn't look cancelled on my end.  Did you cancel it through your Apple account subscriptions?\nHuman Agent: I am unable to cancel the subscription on my end, as you are subscribed via Apple but you can follow this guide on how to cancel your subscription via Apple. https://support.apple.com/en-us/HT202039\n\nCustomer: I have 3 cameras.  Thought I had two on subscriptions. The front camera and the porch camera. The porch camera stopped working so this one was the replacement.\nHuman Agent: You will want to follow the info in this link to cancel the cloud plan on the old porch camera:  https://support.apple.com/en-us/HT202039\nHuman Agent: Back, front, and new porch camera are all on cloud plans but the new porch camera is on a trial \nCustomer: My Apple subscription shows I’m on 9.99 per month for 2 cameras. Should I leave alone.  So I look good on your end regarding the subscription for the 2 cameras?\nHuman Agent: ZMD13HUF8001146 is on an apple plan.  You would want to downgrade to just a 1 camera plan for GSG5001C0133067 \nHuman Agent: In order to change your subscription you can go to the cloud tab in the app, choose to subscribe, and then subscribe for only the one camera you want subscribed. As it is a downgrade, the next renewal date would then roll into your new 1 camera subscription. If you would prefer to cancel entirely, you would do so from your Apple subscriptions. https://support.apple.com/en-us/HT202039\n\nHuman Agent: You also have a legacy cloud plan 7-day monthly plan on camera ZMD14D9F8001814 back\nCustomer: When I was connecting this new replacement for porch I was asked if I wanted to cancel the old porch camera “1146” subscription and I said yes.\nHuman Agent: On the app does it show a 2 camera plan or 1 camera plan?\nHuman Agent: for your cloud subscriptions?\nCustomer: 2 camera\nHuman Agent: you are wanting to downgrade to just a 1 camera subscription? or are you wanting to keep the 2 camera plan?\nCustomer: Keep the 2\nHuman Agent: Okay \nCustomer: I’m good then from your end?\nHuman Agent: Yes.   After the free trial on Porch camera expires you can edit the Apple cloud plan to it if you would like.\n\nGo to the Cloud tab on the mobile app and scroll down to the bottom. You should see an overview of your subscription, click on “View Detail”. Then select “Edit” next to “Enabled Devices”. Any device with the checkmark will be enabled after tapping “enable” at the bottom."]
["Customer: Troubleshooting\nCustomer: Cannot connect cameras to my new Wi-Fi\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like all of your offline cameras except for back pond would use the QR setup and QR setup may connect other nearby devices when you set up a camera so I'll send you instructions for that for now. If it doesn't end up pulling back pond online when you get the others though, please let me know and I'll also send you instructions for it's Zink setup. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: There is no picture’s coming through to my phone from my outside camera \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like your cameras are offline at the moment. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: How to get ur device to work with a different network \nHuman Agent: Hello, my name is Grant. To set up the camera on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Set up\nCustomer: I buy new camera but can't get it connected \nCustomer: Green light is flashing \nCustomer: Need help with setup \nCustomer: Green \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd19gdih501770\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Green \nHuman Agent: Is the light solid green or flashing green?\nCustomer: Know flashing \nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nHuman Agent: When you show the QR Code to the camera, try holding the phone screen close to the Zmodo camera lens and slowly pull it back. Watch the light in the camera closely and let me know if the light changes while you are showing the QR Code to the camera.\nCustomer: Ok\nCustomer: I got it but a question my plan still the some I just got these one to replace one the got damaged"]
["Customer: I have 2 cameras that I need to move to a new wifi but I do not have the qr codes. The serial numbers are ZMD24HVH9211726 and ZMD24HVH9207940 could I get new qr codes for those?\nCustomer: How do I contact an agent?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Let me look up both of those cameras to see what setup they use then I can send you the setup QR code you can use in the meShare app to begin the setup, one moment. \nCustomer: Thank you\nHuman Agent: D/static_file/d703d86532_1_20250312101511.png\nCustomer: Will this work for both cameras?\nHuman Agent: Here is the QR code you can use in the meShare app to begin the setup, you would not show this to the meshare camera. In the setup at the end it will generate a QR code and thats the code you would show to the camera instead.\nCustomer: Thank you\nHuman Agent: QR Code Set Up steps\n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select scan the QR code I sent above.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\n\n\nHuman Agent: No problem, Here are the setup steps as well should you need them."]
["Customer: Set up\nCustomer: Camera won’t update and it’s saying it’s offline\nCustomer: -1\nCustomer: I have a green light on the camera\nCustomer: How do I connect to wifi\nCustomer: Still green light but connected to wifi in settings\nCustomer: How do I reconfigure?\nCustomer: Tell me how to do that \nCustomer: How do I reconfigure\nCustomer: How do I re install the canera\nCustomer: What is the initial setup process\nHuman Agent: Hi my name is wendy.   Camera ZMD12G415221369 named Kuća shows offline.  Is this the camera you are needing help with?\nCustomer: Camera is not reeding the QR code on my phone\nHuman Agent:  Camera ZMD12G415221369 named Kuća shows offline.  Is this the camera you are needing help with?\nCustomer: Yes\nHuman Agent: Is the indicator light on the top of the camera blinking green right now?\nCustomer: Yes\nHuman Agent: This camera uses Zink setup.  ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have a tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step."]
["Customer: Human \nCustomer: Hello? \nHuman Agent: How can I assist you?\nCustomer: Recently I change my router and my cameras don’t have Wi-Fi connection anymore. I tried to login with my admin password but it didn’t work.\nCustomer: I have an NVR box by the way. That connects to the monitor \nHuman Agent: Yes, so the cameras would setup through your app, not through the NVR. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Okay one moment\nCustomer: ZMD13E7A1220129\nHuman Agent: That is the Device ID for the NVR. I would need the Device ID from the camera you are trying to setup.\nCustomer: I have a lot of cameras and I can’t reach them. I am have problems with all of them since my WiFi has changed \nHuman Agent: Yes, the cameras would need to be setup with the initial setup method to connect to the new network.\nCustomer: So I can connect the cameras with this app and not from the nvr? \nCustomer: Give me a moment to look at the cameras \nHuman Agent: Yes, you connect cameras through your app, not through the NVR.\nCustomer: ZMD12K4A7000289\nHuman Agent: That camera will use the Zink setup to connect. Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: It said this device is connected to\nCustomer: Another account \nHuman Agent: It is setup on a @gmail.com email address and the first two characters are \"fe\". Do you recognize that email address?\nCustomer: No \nCustomer: The email it should be connected to is @gmail.com but first two characters are not fe \nCustomer: The email should be jigrace97@gmail.com\nCustomer: That’s the email I am using for this account and app right now. \nHuman Agent: You likely just set them up on a different account at one point in the past. Do you have another email address or another person who may have setup the cameras on a different account at one point in time?\nCustomer: I don’t have another email. \nHuman Agent: Okay, then we have a few options to unbind the cameras from the account they are setup on. Could I have the Device IDs for the other cameras?\nHuman Agent: Once I have the Device IDs, then we have a few options to unbind the cameras from the account they are setup on. Do you have the invoice or order information from the purchase of the cameras?\nCustomer: I don’t know why that email is there because no one has connected the email. I just bought these cameras a long time ago from Amazon. \nCustomer: I can check my Amazon history for the invoice. \nHuman Agent: That would be great. I would also need the Device IDs from the other cameras.\nHuman Agent: You probably just used a different email address when you setup the cameras. Or you may have had help setting them up and they may have been setup on a different email address.\nCustomer: Okay. I need a bit to get the device IDs because the cameras are high up \nCustomer: And some of them are also outside. \nCustomer: D/static_file/d55b0da0fc_1_20241127172509.jpeg\nCustomer: D/static_file/f300b2a51a_1_20241127172558.jpeg\nHuman Agent: A screen shot of the order details showing the date, description, price, and seller of the unit will be acceptable as the purchase invoice. So I would need all of that information from your order.\nCustomer: D/static_file/42e18283b9_1_20241127172723.jpeg\nHuman Agent: That is not the right information. That has shipping information, not purchase information.\nCustomer: D/static_file/da1207c3e6_1_20241127173055.jpeg\nCustomer: These are the closest things Amazon gives me. \nHuman Agent: Can you please just send a screenshot of that entire order screen with all of that information?\nCustomer: D/static_file/5b9ddeebe2_1_20241127173210.png\nCustomer: I says the seller is meShare right there. \nHuman Agent: Thank you. I will also need the Device IDs from the cameras.\nCustomer: ZMD13CH8325906\nHuman Agent: Can you send that again? It looks like you are missing a letter or a number.\nCustomer: ZMD13CE83256021\nCustomer: ZMD13CH83259506\nThat’s the first one that was missing a character. \nCustomer: ZMD13CE83256167\nCustomer: ZMD12K4A7000097\nCustomer: ZMD12K4A7000115\nCustomer: ZMD12K4A7000384\nCustomer: That’s all of them \nHuman Agent: Alright, I have 6 cameras, is that correct?\nCustomer: 7 if you count the first one I sent you \nCustomer: ZMD12K4A7000289 \nSent this one a while back in our convo\nHuman Agent: Yes, correct, sorry. I was just counting the other ones you sent. I apologize for that confusion.\nCustomer: It’s all good. \nHuman Agent: Alright, give me a few minutes to check the cameras in our system and I should be able to unbind the cameras.\nCustomer: Okay. I’ll be here. Just send me a update when you have one. \nHuman Agent: Thank you for your patience. I have unbound the cameras from the previous account. You can setup the cameras now and when you connect them to your Wi-Fi network, they will connect to your account, as well.\nCustomer: Okay let me try to connect them real quick \nHuman Agent: I want to let you know that the Live Chat support will close in 10 minutes. If we run out of time, then I will send you an invitation to schedule a callback appointment.\nCustomer: Okay. I would appreciate that. The connection is taking a bit right now. \nHuman Agent: You can tap on Schedule Call to make a callback appointment if you would like to.\nCustomer: It only connected to 2 cameras\nHuman Agent: You will want to go to the other cameras and do the Zink setup with those cameras.\nCustomer: I see. I'll set up a call. Thank you. I'll talk to you later \nHuman Agent: You're welcome."]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?\nCustomer: I just got a new router and trying to figure out how to sync my cameras up to them?\nHuman Agent: To set up the three cameras on your account you will use the QR code method. Open the app and tap on Devices and then tap on Add Device. Follow on-screen instructions and the app will ask for your Wi-Fi password. A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Set up\nCustomer: Hello the we code is not working \nCustomer: It keeps beeping Blu and green and it never proceeds \nCustomer: Troubleshooting\nCustomer: This does not work \nCustomer: I’m having trouble connecting it the wifi password is correct \nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie.  Is this a new camera or one that was setup/used before?"]
["Customer: Agent\nHuman Agent: How can I assist you?\nCustomer: Hi\nCustomer: I need to talk to someone who can activate some cameras for me.\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Hi"]
["Customer: How to connect camera to wifi \nCustomer: Where can I find these instructions at in the app\nCustomer: I'm looking for the settings that allows me to put in the wifi password \nHuman Agent: Hello, my name is Grant. To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: I cant change the wifi\nHuman Agent: Hello, you've reached customer care. My name is Grant. To connect the cameras to a new Wi-Fi network, you will do the initial setup method. The indoor Pivot cameras will use the Zink setup and the outdoor cameras will use the QR Code setup."]
["Customer: Set up\nCustomer: I like to set up payment \nCustomer: 1\nCustomer: Need to set up my payments on my card \nCustomer: How do I do that \nCustomer: Ok\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like you do not have any cameras bound to this account and are just being shared a camera from another account. If you want that camera subscribed, you would need to subscribe from the main account. That said, the camera is currently offline so I would recommend reconnecting it before subscribing to make sure you have no issues there. \nCustomer: Can you send me a link \nHuman Agent: A link for what?\nCustomer: Set up my camera start a account \nHuman Agent: You're already contacting from an account. Camera set up would be done in the app though and is not something I can link. Are you trying to set up the camera that is shared over to this account? \nCustomer: Had an account about 14 yr ago but lost all my information \nHuman Agent: I'm sorry, I'm not really sure what exactly you're requesting. So you're not trying to set up the camera shared to this account and want to set up other devices? \nCustomer: Do not know the email address but my old account comes up but don't no how to get in \nHuman Agent: Could you provide an ID for a camera that is on the account you're trying to access? \nHuman Agent: The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \nCustomer: Ok\nCustomer: Zmd16gn1703818\nCustomer: I had 3 camera \nHuman Agent: Zmd16gn1703818 doesn't seem to be a valid ID that was set up previously. Could you either send a picture or double check the ID for typos?\nCustomer: Ok\nCustomer: D/static_file/bd76ba15f9_1_20241010114243.jpg\nCustomer: Is this ok \nHuman Agent: It seems to be ZMD16GNI7203818 which is bound to an email that starts with mi which is at gmail.com. Is that familiar to you?\nHuman Agent: Yes.\nCustomer: Yes but that my wife she doesn't have that email address any more that why \nHuman Agent: Okay, do you have the invoice from the purchase of the devices?\nCustomer: Bot of amazon Long time ago do not want to buy again \nHuman Agent: I'm not meaning to buy again, I'm just asking if you can provide the invoice from the purchase. Amazon keeps all past order information so you can go to your past orders to access it there. \nCustomer: I can try it will take a bit \nHuman Agent: Okay, the chat will remain open for 7 minutes since the last message. \nCustomer: That a lot work for me just to hock it up\nCustomer: What the bill for \nHuman Agent: The device is not bound to your account and you do not have access to the account. If you want it unbound, we cannot just unbind customer cameras randomly and would need to verify the claim. The invoice from the purchase helps to show you are the one who purchased the devices. If you do not have that our only other option would be contacting the previous account holder who would have 30 days to reply. As you said it is your wife's email and they don't have access, that method would require waiting 30 days assuming we get no reply before we could unbind the devices. So invoice would be much faster if available. \nCustomer: Can I not set up a new account \nCustomer: Do if I bought a use one I could not use it \nHuman Agent: Setting up a new account would not unbind it from the old account so that would need to be handled before you may add already bound devices to any account. \nCustomer: Ok got invoice know got to find how to send it\nCustomer: D/static_file/2e0a141d81_1_20241010120451.png\nCustomer: D/static_file/1717f1c5c6_1_20241010120458.png\nCustomer: You might have to in large it \nHuman Agent: This does not show entirely what was purchased. \nCustomer: Ok try again \nHuman Agent: Okay. \nCustomer: D/static_file/f756b3eaec_1_20241010120958.png\nCustomer: It was made by same card\nHuman Agent: Thanks. ZMD16GNI7203774, ZMD16GNI7203818, and ZMD16GNI7203763 have been unbound and may now freely be set up to a new account. \nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\n\nCustomer: Back then I knew nothing \nHuman Agent: Okay. \nCustomer: Ok how do I get a cod\nCustomer: Do i go on your site \nHuman Agent: A cod? I'm sorry, I'm unsure what you mean as I assume you don't mean a fish. Could you elaborate on what you mean?\nCustomer: How do I get a QR code \nHuman Agent: The QR code is generated in the app during the setup process I described. \nCustomer: Got green light \nHuman Agent: A flashing green light?\nCustomer: Yes\nHuman Agent: Okay, you should be able to proceed with the setup I sent instructions for. \nCustomer: Ok\nCustomer: Are you send it to my g mail \nHuman Agent: Sure, I can send it there too if you would like. One moment. \nCustomer: Thanks \nHuman Agent: It has now been sent. \nCustomer: Ok thanks for your help \nHuman Agent: No problem. Are you planning to do it later or are you doing it now? If now, I'd be happy to help if you have any trouble. \nCustomer: Know \nHuman Agent: Okay, let me know if you need any further help as you go through the setup. \nCustomer: Yes \nHuman Agent: Were you needing more help with part of the setup?\nHuman Agent: Were you needing more help with part of the setup?\n\nCustomer: Still green \nHuman Agent: It does not go to flashing blue at all when you show the QR code to the camera? \nCustomer: No\nHuman Agent: Were you able to get a screenshot of the code to send here?\nCustomer: D/static_file/3d89bbeb48_1_20241010124444.png\nHuman Agent: That is a screenshot of the app installation page, not the QR code during the setup. \nCustomer: Is this the home page I get a screenshot \nHuman Agent: No, the screenshot you sent is not in the app. The home page of the app is the base page of the app when you first open it and is the tab at the bottom of the app that says home. \nCustomer: D/static_file/e44b2ad232_1_20241010124613.png\nHuman Agent: That is your invoice. \n\nCustomer: D/static_file/29379d762e_1_20241010124626.png\nHuman Agent: That is not the QR code from the setup. You would need to go through the setup instructions to generate a QR code for setup. \nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\n\nCustomer: Ok try again \nHuman Agent: Okay. \nCustomer: How do I get to ap\nHuman Agent: You would open the app on your phone by tapping it's icon. Or from the app store as you sent a picture of earlier you could tap open there. \nCustomer: Ok"]
["Customer: Troubleshooting\nCustomer: I just bought to cameras off eBay. I tried to add them to my account and they are saying they are already registered to another account \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device IDs of the cameras you are trying to set up? The ID starts with ZMD and it can usually be found on a sticker the bracket or camera under a barcode.\n\nCustomer: I don’t see any stickers that have the device ID on either of the camera’s \nCustomer: D/static_file/a7b39c3b2e_1_20240925105244.png\nCustomer: Yes I’m here\nHuman Agent: Can you press the plus sign on the top right down at the bottom select the option that states \"Wired camera or wifi camera already solid blue? tap here to add it\" tap there and let me know if it shows the camera/s.\nHuman Agent: It should show the IDs there\nCustomer: Zmd13h3e2272768\nCustomer: The other one is blinking green now\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code.\n\nCustomer: Ok let me try it \nHuman Agent: Let me know if it works \nCustomer: Zmd13eie2000862\nHuman Agent: Just to confirm it is just these 2 cameras? \nCustomer: Yes just these two\nHuman Agent: Try the Solid blue search again please. Due to you providing the receipt I was able to remove them off the old account. \nCustomer: They work! They are now on my account. Thank you \nHuman Agent: You're welcome, is there anything else we can help with today? \n\nCustomer: No that is all\nHuman Agent: Okay, I hope you have a great day!"]
["Customer: Live person \nCustomer: I need help setting this camera up. I changed WiFi’s and it’s not letting me see the live \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ?\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Are you able to help\nHuman Agent: Yes, are you receiving my messages?\nCustomer: No\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd17bqi7202891\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: OK, my camera is blinking green\nHuman Agent: That is good. You will want to do the QR Code setup. My previous message has the setup instructions.\nCustomer: Now it’s blue\nHuman Agent: The camera is showing online.\nCustomer: Okay thank you\nCustomer: Have a good fay\nCustomer: Day\nHuman Agent: You're welcome."]
["Customer: Can you help me get my equipment set up\nCustomer: Green\n\nCustomer: Blinking gree\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: What do I do if the cameras doesn't recognize the QR code?\nHuman Agent: What is the ID of the camera you're trying to set up so I may check whether that is the proper setup for the camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: \nThe camera ID is ZMD19H318D16744\nHuman Agent: Thanks. QR should be fine for this device. When you showed it the QR code, it wouldn't go to blinking blue at all?\nCustomer: It went blue for a few seconds then back to blinking green\nHuman Agent: Okay, please take a screenshot of the code and send it here. \nCustomer: This chat won't let me add a screenshot\nHuman Agent: Is it giving some sort of error or something of that nature? There should be a button to add images. \nCustomer: When I click the button, nothing happens. I'm not getting an error message. It's just unresponsive\nCustomer: D/static_file/0fd104c8eb_1_20241122141941.png\nCustomer: There it is\nCustomer: it was still trying to connect with the camera\nHuman Agent: Thanks. Please swap to light mode as dark mode can cause issues with the camera reading it properly. Additionally, you are using a 5Ghz network and will need to swap to a 2.4Ghz network as the cameras are not compatible with 5Ghz networks. \nCustomer: OK. Let me try that\nHuman Agent: Okay."]
["Customer: Won’t connect\nCustomer: Still not working\nCustomer: Agent\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/db38a466b2_1_20250124164036.jpg\nCustomer: Zmd13gted002889\nHuman Agent: That camera is connected to your Wi-Fi network, but is not on your account. You can add it to the account with a LAN Search in the app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: Worked! Thank you\nHuman Agent: You're welcome.\nHuman Agent: Just so you know, you do not need to remove the devices from your account before you set them up. That is probably partly why you had issues with that other camera."]
["Customer: Troubleshooting\nCustomer: My zmodo does not work. Says can't establish a secure connection \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like your cameras are currently offline. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Hi\nCustomer: Agent please \nCustomer: Agent \nCustomer: Ok\nCustomer: Hi\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Hi\nCustomer: Set up\nCustomer: I need help with set up\nCustomer: Have been trying for an hour now \nCustomer: Hi\nCustomer: Hello \nHuman Agent:  I will need to look up the device, can you send me all the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid. \nCustomer: Ok\nHuman Agent: Okay\nCustomer: D/static_file/fb7e06ec03_1_20250305095225.heic\nCustomer: ZMD13INE2271747\nCustomer: Hi\nCustomer: I sent it \nHuman Agent: Yes, I was looking up the camera. For that camera it only uses the QR code setup, can you go through the QR code setup, then at the end take a screenshot of the QR code and send that to me to review that its generating properly."]
["Customer: I would like to chat with a live person\nCustomer: Hello\nHuman Agent:  How can I assist you?\nCustomer: I bought a house with 4 cameras. The previous owner disconnected one camera from his account, I was able to find the ZMD_SAP network and add it. So, he disconnected the other 3 but they are not showing up. They still have a solid blue LED. Is there a way to factory reset them?\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Let me go grab it\nCustomer: zmd16l3i7207355\nCustomer: I can only reach one without a ladder, so hopefully we can associate this one to the other two or it will take ma a bit to get the other two.\nHuman Agent: You will want to try to add the camera to your account with a LAN Search in the app. If you do not find the other cameras in the LAN Search, then you will need to get the Device IDs from those cameras.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: I have done this many times\nCustomer: it never finds the cameras\nCustomer: do you have a way to reset them remotely?\nHuman Agent: So, I synced and restarted the camera you gave the ID for. So try the LAN Search for that camera and then I would need the IDs for the other cameras if the LAN Search does not find them.\nCustomer: ok, let me go plug this one in and see. I do have a second ID. I took a picture of it when I was on the ladder\nHuman Agent: Okay, please leave the camera plugged in so that I can sync and restart it. It may not have gone through if the camera was unplugged.\nCustomer: zmd16L3i7208033 is the second.\nCustomer: let me go plug in the first, sorry.\nCustomer: the first is not plugged back in\nHuman Agent: Okay, you can try the LAN Search again.\nCustomer: these are only 2.5Ghz capable correct?\nCustomer: 2.4Ghz\nHuman Agent: Yes, the cameras connect to the 2.4 GHz network.\nCustomer: not finding them\nHuman Agent: What do you see on the screen when you do the LAN Search?\nCustomer: \"no existing devices found on the LAN\nCustomer: \"\nCustomer: my phone is on the wifi they would be on.\nHuman Agent: And no change when you tap on Search Again?\nCustomer: correct\nHuman Agent: Okay, I just wanted to be sure before resetting the cameras. I reset those two cameras. I would need the Device ID from the last camera in order to find it in our system.\nCustomer: now, the one camera I was able to move is on a different wifi, they wouldnt have associated to that camera could they?\nCustomer: ok, for the last one I'll have to get oout a big ladder. It might take me 20 minutes or so. Could we leave this chat open?\nHuman Agent: Is that Wi-Fi network at the same location?\nCustomer: so, for these two, I should see them Green LED and be able to find the ZMD_SAP network now, correct?\nCustomer: that network is at the same location, but completely different name\nHuman Agent: The chat will remain open for at least 7 minutes, If the chat closes, then you can open a new chat.\nHuman Agent: Yes, the cameras should be able to be setup. Then the cameras may have connected to the other Wi-Fi network.\nCustomer: I found the ZMD_SAP network and I'm setting up the other two.\nCustomer: ok, the other two are now added.\nCustomer: I will try to be quick and get the last ID number\nCustomer: zmd16L3i7208139\nCustomer: is the fourth\nHuman Agent: That camera has been reset, as well.\nCustomer: it appears to be setting up corectly too. THank you very much!\nHuman Agent: You're welcome.\nCustomer: the setup failed. I am restarting the app.\nCustomer: I'll keep messing with it\nCustomer: for some reason the app isnt letting me in now...\nHuman Agent: Are you connected to your Wi-Fi network or to ZMD_SAP?\nCustomer: I backed completely out. the ZMD_SAP network is gone. can you reset one more time?\nHuman Agent: No, the camera is offline, so I cannot reset the camera.\nCustomer: wait, ZMD_SAP is back\nCustomer: its trying again.\nCustomer: got it. I'm good now. Thank you.\nCustomer: yup, I see all 4 on my dashboard now. I am all set. thanks for your help!\nHuman Agent: You're welcome."]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: I can't get the camera to connect to wifi net\nCustomer: How to reset\nCustomer: Reset camera\nCustomer: How to reset camera\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to reset? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: How can I add new wifi\nHuman Agent: Hello, my name is Grant. To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: smart doorbell won’t reconnect to wifi\nCustomer: support phone?\nCustomer: Ty\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I have a smart doorbell that got disconnected and i have tried reconnecting it for about 2 hours back to wifi and app using zink and legacy no luck\nHuman Agent: Alright, could I have the device ID of the camera you are working with?\nCustomer: so i need to remove it from the wall?\nHuman Agent: Yes, you can remove the doorbell from the bracket that it is mounted on. You can also restart it while it is removed from power, which may help with the setup.\nHuman Agent: When the doorbell is off of the bracket, press and hold the doorbell button until the light turns off. Then after 30-60 seconds, you can put the doorbell back on the bracket.\nCustomer: zmd12ds48000528\nHuman Agent: Thank you. Have you powered off the doorbell?\nCustomer: give me a few its hard to fit\nHuman Agent: Okay, take your time. I just want to be sure you powered off the doorbell and the light turned off while you had it removed. If it did not turn off, then the camera did not restart.\nCustomer: dont hang up\nCustomer: ok just resseted the doorbell\nCustomer: its flashing green\nHuman Agent: Did you hold down the button on the doorbell camera until the light turned off while you had it removed from the bracket?\nCustomer: it didnt have the light when it was removed\nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: yes\nCustomer: i can see it in my wifi network\nCustomer: the green is flashing\nHuman Agent: Alright, if you see the ZMD_SAP network, then you will do the Zink setup. Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: i have 12 zmodo wifi cameras in my home and i want to keep the doorbell vs getting a different brand\nHuman Agent: Alright, that is fine. Did you get my previous message with the setup instructions?\nCustomer: no\nCustomer: do i use zink?\nHuman Agent: Alright, if you see the ZMD_SAP network, then you will do the Zink setup. Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: ive tried this at least 15x and no luck\nHuman Agent: You can try it again now that the doorbell has restarted. And we can see where it fails if it does not work."]
["Customer: Troubleshooting\nCustomer:  Español?\nCustomer: Agent\nCustomer: Spanish\nHuman Agent: ¿Cómo puedo ayudarte?\nCustomer: Hola \nCustomer: La cámara no toma el código qr \nCustomer: Y no puedo conectarla \nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debería comenzar con ZMD y debería estar en una pegatina blanca en la cámara o en el soporte, normalmente debajo de un código de barras.\nCustomer: D/static_file/8bcba60f4a_1_20241021103621.jpg\nCustomer: Eso?\nHuman Agent: ¿Puedes desconectar la cámara, volver a enchufarla y decirme qué luz ves en la cámara cuando la enchufas?\nCustomer: Ok \nCustomer: Verde\nHuman Agent: ¿Es verde fijo o verde intermitente?\nCustomer: Intermio\nCustomer: Intermitente\nHuman Agent: Muy bien, entonces intentemos configurar el código QR nuevamente. Cuando muestre el código QR a la cámara, sostenga la pantalla del teléfono cerca de la lente de la cámara Zmodo y retírela lentamente. Observe atentamente la luz de la cámara y avíseme si cambia del verde intermitente.\nCustomer: Y como vuelvo a este chat?\nHuman Agent: El chat permanecerá abierto durante al menos 7 minutos, por lo que puedes volver a abrirlo.\nCustomer: Cuando acerco el código, cambia a azul intermitente\nCustomer: Ahora que lo aleje se puso verde intermitente\nHuman Agent: Cuando cambia a azul parpadeante, significa que está leyendo el código QR. ¿Puedes enviar una captura de pantalla del código QR que estás mostrando a la cámara?\nCustomer: Si\nCustomer: D/static_file/8fdc7d6c25_1_20241021104420.jpeg\nHuman Agent: Hay algunas cosas que comprobar aquí. Primero, ¿está la antena bien atornillada a la cámara?\nCustomer: Si\nHuman Agent: ¿Puedes ir a la configuración de Wi-Fi y mirar la red a la que estás conectado? Primero asegúrese de que sea su red de 2,4 GHz y no una red de 5 GHz o de invitados. Si no es su red de 2,4 GHz, conéctese a su red de 2,4 GHz.\n\nLuego, una vez conectado a la red de 2,4 GHz, ¿puedes tocar el botón de configuración al lado de la red y tocar ¿Olvidar esta red? Eso olvidará la red y aparecerá en la lista de redes disponibles. Luego puedes tocarlo e ingresar la contraseña de Wi-Fi para volver a conectarte a la red.\nCustomer: No dice lo de la red \nHuman Agent: ¿Estás conectado a tu red de 2,4 GHz? ¿Y te olvidaste de la red?"]
["Customer: Troubleshooting\nCustomer: Cameras aren't connecting to either zink or add device\n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: I have new WiFi and can’t switch if you can help\nHuman Agent: Hello, my name is Grant. To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Set up\nCustomer: I am trying to set my cameras up using the QR Code, and it won't connect it. Keeps saying wifi password is incorrect? And I know my password, so i'm gonna need help logging into my camera\nCustomer: I've set my password and still cannot get into my cameras. So I don't know what else to\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Is it possibly just asking you to check your password? The QR setup has no way to know whether the password is correct, so it will suggest checking that if nothing connects after a bit. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Zmodo\nHuman Agent: That is the brand, what is the ID listed on the camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: ZK8BFS23NM\nHuman Agent: That is not the ID. The ID should start with ZMD or GSG typically. Do you have anything like that on the device? It will not have any dashes. \nCustomer: Z m d 19 g d h 500760\nCustomer: Those are capital letters\nCustomer: Ok\n\nHuman Agent: That seems to be missing a character. Based on the ID though, the QR setup should be correct though. When trying the setup before, did the camera flash blue at all? Was the network you used 2.4Ghz?\nCustomer: ZMD19GIH500760 \nCustomer: And no, the camera did not flash it on\nHuman Agent: Okay, is it blinking green currently? \nCustomer: No it is blue\nHuman Agent: Solid blue or flashing blue?\nCustomer: Solid \nHuman Agent: Solid should generally indicate it's connected, but I don't see it in our system currently. Can you send me a picture of that ID on the camera? It would likely also be best to unplug it and plug it back in, wait for it to boot up, and see if it returns to solid blue again. \nCustomer: It won't allow me to send a picture\nHuman Agent: Okay, if you're having trouble sending it here, you may also send it to support@zmodo.com via email and let me know once you have sent it."]
["Customer: I can't get the camera to read the qr code\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID of the camera/s  you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: What color should the light be when reading the qr code\nHuman Agent: If the indicator light is blinking green that means it is in setup mode.  When the camera is communicating with your router the indicator light will be blinking blue, when the indicator light switches to solid blue that means it has connected to your network.\n\nPlease provide the device ID of the camera/s  you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \nCustomer: ZK8-BFS23NM\nCustomer: ZK8-BFS23NM\nHuman Agent: You should also see a set of numbers/letters that start with ZMD\nHuman Agent: What is the ID starting with ZMD\nCustomer: ZMD13ILE2254936\nHuman Agent: ZMD13ILE2254936 thanks.  Is the indicator light on the camera blinking green right now?\nCustomer: Solid blue\nHuman Agent: Do you have more than 1 router at the location?\nCustomer: No\nHuman Agent: Solid blue means the camera is connecting to something on your network.  any wifi boosters/extenders that it could be connecting to?\nCustomer: No\nHuman Agent: Do you have a guest or virtual network setup on your router?\nCustomer: I didn't know\nCustomer: Don't\nHuman Agent: can you please unplug the camera for 30 seconds? then plug it back in again?\nHuman Agent: see if the indicator light will go back to solid blue after its plugged in again.\nCustomer: Went back to blue\nCustomer: Solid blue\nHuman Agent: Can you unplug your router? Then check if the indicator light starts blinking green with the router unplugged.\nCustomer: Yes, now blinking green\nHuman Agent: Okay please plug the router back in again.  \nCustomer: Now blinking blue\nHuman Agent: If the indicator light on the camera switches back to solid blue after the router is online, please login to the router, check if you have a guest or virtual network on the router\nCustomer: Now blinking green\nCustomer: Now blinking blue\nHuman Agent: is the router still unplugged? or is it back online?\nCustomer: Still booting up \nHuman Agent: okay let me know what the indicator light does after the router is back online\nCustomer: Now it's up\nHuman Agent: still blinking green/blue? or did it go back to solid blue?\nCustomer: Camera is now blinking green\nHuman Agent: router is back online? \nCustomer: But changes to blinking blue\nHuman Agent: That is okay - the router is back online ?\nCustomer: Yes router is back online\nHuman Agent: Zmodo QR code instructions: \n\n-First go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\n***The camera should be next to your router during setup, 5ft or less to your router***\n\nCustomer: It's switching back and forth to Green then blue\nHuman Agent: That is okay.  Please go through setup to try and get the camera back online again.\nHuman Agent: Zmodo QR code instructions: \n\n-First go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n\nIf the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\n***The camera should be next to your router during setup, 5ft or less to your router***\nCustomer: Ok"]
["Customer: Camera is blinking blue. Trying to establish on new WiFi \nCustomer: I only have one WiFi, it doesn’t appear to be 2.4Ghz what do I do next?\nCustomer: I only have one WiFi, it doesn’t appear to be 2.4Ghz network what do I do next?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. The cameras are only compatible with 2.4Ghz networks. If you've disabled your 2.4Ghz network for some reason, you would need to re-enable it. \nCustomer: How do I do that?\nCustomer: We did a recent reset on the modem which caused the new WiFi password.  \nHuman Agent: You would either re-enable it on your router or contact your internet provider to handle it for you if you lease the router from them. It would not be something we could assist with. Unless you've specifically disabled it though, most routers would have a 2.4Ghz network available by default. Generally modern routers either have both the 2.4Ghz and 5Ghz networks broadcasting under the same name and password so it looks like only a single network or you'd have slightly different names for each to differentiate them in some cases.\nCustomer: Ty reaching out to my internet provider\nHuman Agent: Okay. \nCustomer: I will reach out if more help is needed, thank you so much!\nHuman Agent: Sure, once you have that sorted out, you can follow the instructions listed below. Have a good evening. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: Connecting to the ZMD_SAP Not working \nCustomer: It is not recognized \nCustomer: The WiFi is not popping up \nCustomer: Could not find network \nCustomer: Troubleshooting\nCustomer: Real human \nCustomer: Unable to find network \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD17G8IG909030\nHuman Agent: That camera uses the QR Code setup, so it will not make the ZMD_SAP network.\nHuman Agent: To set up the camera, open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Also ZMD17G8IG909035"]
["Customer: Troubleshooting\nCustomer: Can't connect to wi-fi \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Done all that still not connection\nCustomer: Set up\nCustomer: Still nothing\nCustomer: Set up\nCustomer: Done but not working\nCustomer: Disconnected from wifi,  unplugged,  moved closer, \nCustomer: So a waste of money \nCustomer: Operator \nCustomer: Operator \nCustomer: Agent\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd19h318d45582\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: Green\nHuman Agent: Is the light solid green or flashing green?\nCustomer: It was solid then went to flashing\nHuman Agent: Alright, if it is still flashing green, then that means that it is ready for setup. Can you try the QR Code setup again? When you get the QR Code on your phone screen, hold the phone screen close to the Zmodo camera lens and slowly pull it back. Watch the light on the camera closely and let me know if it changes from the flashing green at any point.\nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the camera?"]
["Customer: How do I change internet providers?\nCustomer: That’s not even close to what I asked!\nCustomer: HOW DO I CHANGE THE INTERNET FOR MY CAMERAs!\nCustomer: Yes, I need further assistance!  There is NO place to do that!\nCustomer: How do I change my Wi-Fi provider?\n\nCustomer: I need to talk to a human!\nCustomer: I am trying to change my Wi-Fi to a new provider and you’d think I need to know how to make a nuclear missle!\nCustomer: Hello?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Whenever you change the Wi-Fi name, password, or router to reconnect the camera you would go through the setup."]
["Customer: Troubleshooting\nCustomer: I was talking to a person helping me\nHuman Agent: Okay, I see the last chat history. The representative asked for a screenshot of the QR Code that you are showing to the Zmodo camera and then there was no further response. Are you able to send a screenshot of the QR Code that you are showing to the camera?\nCustomer: Yes I did\nHuman Agent: If you tried, it did not come through. Can you send a screenshot of the QR Code that you made on your phone screen using the app?\nCustomer: My app didn't take a picture I took one with my phone\nHuman Agent: No, I am talking about the QR Code that you make with the app. Do you have a QR Code on your phone screen?\nCustomer: Let me check please hold \nCustomer: D/static_file/8d16bd6772_1_20240923161348.jpg\nHuman Agent: Okay, that is not what you are supposed to show to the camera. You need to do the QR Code setup through the app. I will send you the instructions again.\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I did my phone won't scan codes\nHuman Agent: You are not scanning a code with your phone.\nHuman Agent: You make the code in the app and you show the code to the camera.\nHuman Agent: Your phone does not scan the code.\nCustomer: I did my phone won't scan\nHuman Agent: I understand. You do not scan it with your phone.\nHuman Agent: You are not scanning anything with your phone.\nHuman Agent: Can you open the app on your phone and tap on the plus sign in the top right corner?\nCustomer: Yes but ill loose you\nHuman Agent: Well, you need to do that to do the setup. You use the app to make the QR Code that you show to the Zmodo camera.\nHuman Agent: The chat will remain open for at least 7 minutes, so you can come back to the chat.\nCustomer: So the zoom camera is facing the code\nCustomer: The code must face the code on camera\nHuman Agent: I am going to send you the setup instructions again. If you read through those instructions, it will walk you through the process of making the QR Code on your phone screen and then you need to show that QR Code to the camera.\nHuman Agent: No, the QR Code on your phone screen faces the Zmodo camera lens. The Zmodo camera needs to see the code on your phone screen.\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nHuman Agent: All of that is stated in the setup instructions, so I will send them again.\nCustomer: Ok thank u\nHuman Agent: You're welcome.\nCustomer: Thank you it worked \nHuman Agent: You're welcome."]
["Customer: hello,  I purchased a used camera, and cannot get it on to my app\nCustomer: hello,  I purchased a used camera, and cannot get it on to my app\nCustomer: what are those steps\nCustomer: connect with live agent\nCustomer: Troubleshooting\nCustomer: live agent\nCustomer: Hi,  are you still there?\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I purchased a used camera from shopgoodwill.  It appears to be on another account.\nCustomer: yes\nCustomer: zmd16j917504032\nCustomer: It appears solid blue when I try to set it up. \nHuman Agent: That camera is unbound, and it looks like you have connected it to your Wi-Fi network. You will want to do a LAN Search in your app to connect it to your account.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: it did not find it.  \nHuman Agent: What does it say on the app when you try the LAN Search?\nCustomer: it says no existing devices found on the LAN..   I do have another functioning camera on that LAN\nHuman Agent: Alright, I will sync and restart the camera. You should see the light change to a solid green. Then the camera will reboot and reconnect. When it changes back to a solid blue, you can try the LAN Search again. You may want to tap on Search Again a few times as it can take a couple of minutes to find the camera after it reconnects.\nCustomer: I saw it go green and then flash and then solid blue.....still cannot find it\nHuman Agent: Alright, I reset the camera. So you can set it up with the QR Code setup now.\nCustomer: ok\nCustomer: that worked!!!!   Thanks so much!  Have a great day!\nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: Necesito saber cómo vuelvo a resetear las cámaras porque se desconfiguraron al cambiar el Wi-Fi \nCustomer: Si no encuentro el manual ustedes me podrían ayudar?\nCustomer: Agente\nHuman Agent: Para configurar las cámaras en su cuenta utilizará el método del código QR. Abra la aplicación y haga clic en el ícono \"+\" en la esquina superior derecha, luego seleccione Código QR. Elija \"Iniciar instalación\" o \"Siguiente\" en la parte inferior de la pantalla para iniciar la configuración. Siga las instrucciones en pantalla, ingrese su contraseña de WiFi (recuerde que distingue entre mayúsculas y minúsculas) y toque \"Siguiente\". Se generará un código QR. Alinee la lente de la cámara con el código QR en la pantalla de su teléfono, dejando aproximadamente 8 pulgadas de espacio entre ellas."]
["Customer: Got a new router. Zmodo stop working\nCustomer: How do I do step 2?\nCustomer: How do I put in new router credentials?\nCustomer: How do I put in new router and password into zmodo\nCustomer: Can’t find where to put in new WiFi\nCustomer: Need further assistance\nCustomer: Agent\nHuman Agent: You would setup the cameras with the initial setup method to connect them to the new Wi-Fi network.\nCustomer: So remove them all and reinstall them?\nHuman Agent: You do not need to remove them first. You can remove them, but it would be the same as just leaving them on the account. You will just do the initial setup for the cameras to give them the new Wi-Fi network information.\nCustomer: It’s been a while since I installed them. How do I do that?\nHuman Agent: Some of the cameras will use the QR Code setup and some can use the Zink setup.\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nHuman Agent: To do the Zink setup, please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home Wi-Fi network name (SSID) and Wi-Fi password. Afterwards, you will need to connect your phone back to your home Wi-Fi network to access the camera.\nCustomer: Wow. Getting a new router means having to reinstall every camera by itself? That’s crazy. I have a camera that is outside and difficult to get to since it’s so high. How is there no setting to put in a network pass word on this app?  And what is the difference between smarts app and Zmodo app?\nHuman Agent: The cameras do not connect directly to your phone. They connect to the Wi-Fi network. So when they are not connected to the network, the setup method is how you communicate with the cameras to give them the new Wi-Fi information.\nHuman Agent: The Smartz Eaze app is a newer app. Not all of the features are currently released, but it is designed more to be a property management app and system. At the moment, the features between the apps will be quite similar for the cameras."]
["Customer: Set up\nCustomer: We have 2 Zmodo cameras and want to add a third but the new camera wants me to use smatz app not Zmodo \nHuman Agent: Hello, my name is Grant. You can continue to use the Zmodo app for a new camera.\nCustomer: Then do I have to add the existing ones to the smatz app or will I have 2 separate accounts \nHuman Agent: You can use whichever app you want and you can use the same account between the two apps.\nCustomer: When I get to the part where I scan the QR code nothing happens \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD19H318D27168\nHuman Agent: Can you unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it back in?\nCustomer: Green light \nCustomer: It’s blinking \nHuman Agent: Alright, can you try the QR Code setup again? When you show the QR Code to the camera, hold the phone screen close to the Zmodo camera lens and pull it back. Watch the light on the camera and let me know if it changes from the flashing green.\nCustomer: Now it’s flashing blue \nHuman Agent: That means it is reading the QR Code and trying to connect. Does the light go back to flashing green or does it change to solid blue?\nCustomer: Still flashing blue \nHuman Agent: If you are still showing the camera the QR Code, then you can stop showing it the QR Code.\nCustomer: Now back to green \nHuman Agent: Could you send a screenshot of the QR Code that you are showing to the camera?\nCustomer: How \nHuman Agent: You can attach a screenshot to the chat. If you are having trouble with that, you can also send it to support@zmodo.com.\nCustomer: D/static_file/ef56e88c12_1_20241028171933.png\nHuman Agent: There could be a few reasons that the camera is reading the QR Code, but not connecting. Is the camera plugged in next to the router?\nCustomer: About 10 feet away \nHuman Agent: Okay, you can try plugging the camera in next to the router. Can you go to the Wi-Fi settings on your phone and make sure the network you are connected to is your 2.4 GHz network and not your 5 GHz or Guest network. If it is not your 2.4 GHz network, then connect to the 2.4 GHz network. Then, can you tap on the settings button next to your Wi-Fi network and tap on Forget this network? That will forget the network and it will disconnect you from the network, and it will show up in the list of available networks. Tap on the network and enter the Wi-Fi password to reconnect to the network.\nHuman Agent: Once you have reconnected to the network you can do the QR Code setup again. When you are entering the Wi-Fi password in to the app, tap on the eye icon so that you can see the password and doublecheck that there are no typos in the password.\nCustomer: Sorry can’t finish this now. Will try again later \nHuman Agent: That is alright. Please do not hesitate to contact us if you need further assistance."]
["Customer: I need y’all’s help so bad man. Been trying to get my camera online for the past 2 months \nCustomer: I need customer service \nCustomer: I need help getting my camera to work I’ve been trying for the past month\nHuman Agent: Hello, you've reached customer care, my name is Kylie. are you trying to set up a new camera or reconnect a device that was online/setup in the past?"]
["Customer: Set up\nCustomer: Agent \nCustomer: Agent \nCustomer: Certainly \nHuman Agent: How can I assist you?\nCustomer: I have a new Wi-Fi and only one camera got found and reconnected \nHuman Agent: It looks like the other cameras will also use the Zink setup. So you will want to do the same setup you did for the one camera that you connected.\nCustomer: I already had them connected with the older network \nBut when I did the set up with the new one only one camera was found \nHuman Agent: Each setup connects one camera. So you would need to do the setup with the other cameras to connect them to the new network.\nCustomer: So if I do it again it will find on\nOkay \nI’ll try \nThank you \nHuman Agent: You're welcome."]
["Customer: The cameras blink green a couple of times then blink blue.\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you trying to set up an NVR? If so, what is the ID of the system? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: How do I reconnect to my camera if the camera was turned off and disconnected?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you trying to connect the Front Door camera? If not, what is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Set up\nCustomer: Need help.woth aetup\nCustomer: Blinking green\nCustomer: Need more help\nCustomer: Representative \nHuman Agent: Hello, you've reached customer care, my name is Kylie. is this a new camera or one you have set up previously?\nCustomer: These cameras were my father's. He gave them to me. About two years ago, we went through a transfer process with a customer care agent. Now I would like to set them up but it is just not working.\nCustomer: Are you able to help?\nHuman Agent: Okay, I cna try to help, can you send me the cameras Model and ID number so I can check and see what setup the camera uses.\nCustomer: ZH-IXY1D\nHuman Agent: The ID number will start with ZMD."]
["Customer: I changed internet connections\nCustomer: customer support\nHuman Agent: The cameras on your account will use the QR Code setup method to connect to a new Wi-Fi network. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I am not seeing a \"+\" sign\nHuman Agent: Are you using the Zmodo app?\nCustomer: Zmodo Web App?\nHuman Agent: No, the mobile app on your phone or tablet.\nCustomer: No\nHuman Agent: Are you on the web app? You cannot setup the cameras with the web app. You will need to use the mobile app.\nCustomer: now i see it\nCustomer: says add device\nHuman Agent: Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: ok.  Do I need to do this for each mobile device?\nHuman Agent: You may need to do the setup for each camera. When you setup one camera it will look for other cameras and try to give them the Wi-Fi information, as well. So you may only need to do the setup with one camera, but you may need to do the setup on multiple cameras.\nCustomer: ok. Will that a try"]
["Customer: Set up\nCustomer: My power and internet has been out. How to I get my zamodo door bell to work \nCustomer: Set up\nCustomer: They have all been restored today \nCustomer: Are you still there \nCustomer: I need help starting my zamodo doorbell \nCustomer: Had internet outage. It is now restored \nCustomer: I can’t get my door bell Zamodo working \nCustomer: I have a green light blinking. \nCustomer: Help me I don’t have access or know how to do \nCustomer: -1\nCustomer: Help me set up door bell camera \nCustomer: It is blinking blue\nCustomer: Now it is blinking green to blue \nCustomer: So how do I get connected \nCustomer: It doesn’t show me correct to \nCustomer: The WiFi network is not showing Connect To ZMD-SAP\nCustomer: There is no connection for the network you gave me a couple messages back\nCustomer: So now what\nCustomer: It’s not working. Help\nCustomer: Help\nCustomer: We have gone over what the problem is. Do you not understand \nCustomer: I have given you all information \nCustomer: Don’t know why you don’t understand. \nCustomer: Are you dumb. That is my point \nCustomer: Do you have a telephone number to call for a real person \nCustomer: -1\nHuman Agent: The doorbell camera on your account will use the QR Code setup, so it will not make the ZMD_SAP network.\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Need instructions on how to get my cameras back online\nCustomer: I need the initial setup process I don't have it\nCustomer: LEDs are flashing green\nCustomer: I need someone to call me and help me this is not working\nCustomer: -1\nCustomer: I need someone to talk to this does not work\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you able to send me the cameras Model and ID number?\nHuman Agent: with that I can look up what setup the camera uses and send you the steps.\nCustomer: D/static_file/55deffd49f_1_20241230151640.jpg\nCustomer: D/static_file/7a2b081a94_1_20241230151706.jpg\nHuman Agent: Okay, one moment while I look up this camera. \nCustomer: D/static_file/44d07bb78c_1_20241230151719.jpg\nCustomer: D/static_file/2e9dd874c7_1_20241230151734.jpg\nCustomer: D/static_file/f40997d07b_1_20241230151741.jpg\nCustomer: D/static_file/74b1ed2534_1_20241230151756.jpg\nCustomer: There are four cameras I sent a duplicate\nHuman Agent: For these cameras it could use QR code or it could use Zink, there is a way to test which one the camera takes, for the test you would unplug all but one then get close to the camera and reboot it, once its fleshing green you would check your phones Wi-Fi settings to see if there is a network that says ZMD_SAP, if there is then that camera uses the Zink setup, if there is no ZMD_SAP network that means the cameras uses QR code. \nHuman Agent: Just let me know what you see from the test then I will send you the setup to try with the camera.\nCustomer: Where on the app do I do this I unplugged three of the cameras one is only plugged in\nHuman Agent: this test is dont in your phones wifi settings to figure out which setup first.\nHuman Agent: done*\nCustomer: I don't understand\nHuman Agent: Like I said before, check your phones Wi-Fi settings to see if there is a network that says ZMD_SAP, if there is then that camera uses the Zink setup, if there is no ZMD_SAP network that means the cameras uses QR code. \nHuman Agent: jsut let me know once your in your phones wifi settigns if you see the netwrok anmed ZMD_SAP or not and that will tell me what setup the camera uses.\nCustomer: I don't know what to do you're not giving me good enough instructions\nCustomer: I need to talk to a physical person\nHuman Agent: Okay, for calling it is done via scheduling, I will send you the call scheduler so you can schedule a callback. \nHuman Agent: Let me know if you have trouble submitting it at all.\nCustomer: This Process is not working either it would not allow me to submit my request\nHuman Agent: if its not letting you submit the callback make sure there are no spacing or dashes in the phone number and that it has the area code included\nHuman Agent: try again"]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: I am paying for a cloud plan. My devices are not working. It keeps saying there’s a firmware update and I need to update, but it tries to update for hours and never can complete the job. Other than canceling my service, what do I do?\nCustomer: I thought you were customer support. Do you have a number where I can call them?\nCustomer: Agent\nHuman Agent: The cameras on your account are offline, which means they are not connected to the internet. The cameras would need to be online in order to view video or update the firmware. Are you there with the cameras to troubleshoot them?\nCustomer: I am here\nHuman Agent:  Could I have the device ID of the easiest to reach camera you are trying to set up? The ID starts with ZMD and it can usually be found on a sticker the bracket or camera under a barcode.\nCustomer: ZMD13CDD9000027\nHuman Agent: Thank you. Can you unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: No light\nCustomer: It’s plugged in\nHuman Agent: There will be a green or blue light on the camera when it is powered on. So it may not be powering on properly. Is the camera plugged in to an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: Power strip\nHuman Agent: Can you plug the camera in directly to a wall outlet? Also check the connector where it plugs in at the camera and make sure it is plugged in securely.\nCustomer: Ok\nCustomer: Nothing\nHuman Agent: Can you try another power adapter and cable?\nCustomer: Ok\nCustomer: It works!!!\nCustomer: How do I connect to the internet?\nHuman Agent: What light do you see on the camera?\nCustomer: Blue light \nHuman Agent: Is it solid blue or flashing blue?\nCustomer: Flashing\nHuman Agent: The light will change to a solid blue or a flashing green. Watch the light and let me know when it changes.\nCustomer: Flashing green\nCustomer: Now flashing blue again\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Ok"]
["Customer: Set up\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Smartlink is only used on some of our oldest devices. What is the ID of the device you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: I'm trying to update my wifi, can you assist?\nCustomer: 1\nCustomer: It's been so long since these were installed, I don't remember how to reset them to the new wifi\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I'm not able to get that information,  these cameras have been in operation for years, I recently reset my wifi and just need to update the cameras\nCustomer: Are you able to assist me?\nHuman Agent: You would need to get to the cameras to set them up again to connect to a new Wi-Fi network. Are you able to get to the cameras?\nCustomer: Let me check one\nCustomer: ZMD16LG17552159\nHuman Agent: That camera is showing online, so it is already connected to a Wi-Fi network and is getting internet. Do you still have your old router?\nCustomer: Yes, it's online but I'm changing internet providers and need to update my camera\nHuman Agent: Alright, so you have both the old router and the new router there and setup currently?\nCustomer: Yes\nHuman Agent: Then you can unplug the old router and do the QR Code setup with the new Wi-Fi information. When the old router is powered off, the cameras will disconnect and change to flashing green and you can connect them to the new network.\nCustomer: Ok, but I've forgotten the procedure to connect the device\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Ok thank you so much\nHuman Agent: You're welcome.\nCustomer: Must I do each device separately \nHuman Agent: When you setup one camera it will look for other cameras and try to set them up. You may only need to do one setup, but you may need to do multiple setups.\nCustomer: Yes, 2 cameras are connected, but others are not\nHuman Agent: Then you will want to go to the cameras that are not setup and do the setup on those cameras.\nCustomer: Gotcha, tote been most helpful\nCustomer: You've been must helpful\nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: I switched WiFi companies now I can’t get my camera to connect\nCustomer: I don’t have the instructions anymore\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The setup your cameras would use is called the QR code setup.\nHuman Agent: Here are the directions \nQR Code Set Up\n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\n\n\nHuman Agent: Let me know if you have any questions"]
["Customer: Operator\nCustomer: Cant connect\nCustomer: Add Device not qorking\nCustomer: Gs2uw1sbduqvuw\nCustomer: No qr code\nHuman Agent: Hi my name is Wendy.  \nHuman Agent: Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\n\nCustomer: Zmd19h318d03331\nHuman Agent: ZMD19H3I8D03331 is the indicator light on the camera blinking green right now?\nCustomer: Yes\nHuman Agent: If the indicator light on the camera is blinking green, that means it is ready to be setup. \n\nPlease click on the “+” icon on the phone app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nHuman Agent: You are using the Zmodo app for setup?"]
["Customer: How to change my Wi-Fi password\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Its is 2 but hear one... 7 MD19A4IH507772\nHuman Agent: Alright, lets start with that camera. Could you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it back in?\nCustomer: Green and red\nHuman Agent: Is the red light the infrared lights around the camera lens?\nCustomer: All I really need to know buddy is how do I hook my Wi-Fi back up to him I got new Wi-Fi and I got to hook everything back up and it's not helping me at all on that\nHuman Agent: You would use the initial setup method to connect the camera to your Wi-Fi network. The camera will use the QR Code setup method.\nCustomer: So how will I get that again I misplaced the information that I had that on\nHuman Agent: You tap on Devices, Add Device, and then it will give you instructions in the app and it will have you enter the Wi-Fi password. Then you will get a QR Code on your phone screen that you will show to the Zmodo camera.\nCustomer: And what tjat method\nCustomer: I don't see nothing that you're talking about\nHuman Agent: What do you see when you open the app?\nHuman Agent: Are you using the Smartz Eaze app?\nCustomer: Yes\nHuman Agent: Okay, when you open the Smartz Eaze app what do you see? Do you see Devices?\nCustomer: No the devices did not pop up it's not taking a QR or something\nHuman Agent: Okay, did you get a QR Code on your phone screen?\nCustomer: Yes but its was little\nHuman Agent: Okay, I just wanted to check because you said you were not seeing anything related to the setup instructions that I gave. That is good that you are getting to the setup. If the QR Code is small, then you will want to check the text size in your phone settings. Try setting it to default if it is set to large text.\nCustomer: Still not working man\nHuman Agent: Could you send a screenshot of the QR Code that you are showing to the camera?\nHuman Agent: What light do you see in the camera now?"]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: I’ve relocates one of my cameras from one wifi at one house to another network, but it’s not picking up the new 2.4ghz wifi \nCustomer: It’s still an issue \nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie. When you look at the cameras lights what color are they and are they solid or flashing at all?\nCustomer: Hello it’s flashing green \nHuman Agent: Okay, are you able to send me the cameras Model and ID number? with that I will check what setup the camera uses. \nHuman Agent: The ID number will start with ZMD or GSG. \nCustomer: D/static_file/0cb46a64d2_1_20250121143904.jpeg\nHuman Agent: Perfect, one moment while I look up the camera.\nCustomer: Ok \nHuman Agent: It looks like for this camera it only uses the Zink setup, are you able to try that setup now with the camera, while going through the setup if you have any trouble just let me know and take a screenshot of the page if you do get stuck at a particular step. \nCustomer: Ive tried several times let le try again. It times out after not being able to connect to the wifi \nHuman Agent: Okay\nCustomer: Am I going to lose out chat if I switch screens? \nCustomer: Like if I go back to the setup page? \nHuman Agent: you wont lose the chat, the chat will only timeout if you don't respond after 5 minutes.\nCustomer: Ok \nHuman Agent: Okay\nCustomer: What if it might take more than 5 mins before it times out?? \nHuman Agent: If that happens at all you can start a new chat and say agent, that will transfer you to a live rep and more then likely it will be me again. \nCustomer: Ok brb\nHuman Agent: if its not me its fine, we can lookup previous chats easily. \nCustomer: Omg it worked. I lied earlier, I was trying the Legacy install steps, instead of the Zink. It worked. \n\nIf I bring this camera back to it’s former network,do I have to drop and re-add the camera? \nHuman Agent: Thats fantastic news. \nHuman Agent: you dont have to delete the camera to set it back upa gain, but if you do what to change the network as long as the camera is online you can reset it in the app.\nHuman Agent: then go through the setup with the other network info to connect the camera to that network.\nCustomer: Ok thank you so much. \n\nAlso, random question….:::\nDo you have staff that could review vids of weird phenomenon and might be able to share feedback on them, based on alot of other people’s similar submissions ? Like “spiritual” orbs? \nHuman Agent: We do take submissions as long as those videos were taken on our cameras. \nHuman Agent: Several people have submitted paranormal and orb videos as well as funny,animal,cute videos as well and we have posted them in the past.\nHuman Agent: You can send any videos you wish to share with us to Support@zmodo.com \nCustomer: Where do you guys share them? \nHuman Agent: Its the marketing team that reviews submissions and they would be the ones to communicate with you not the customer care department. \nCustomer: Thank you so much for your help today, Kylie. \nCustomer: I am good for now. Have a good evening \nHuman Agent: It was a pleasure, thank you as well and I hope you have a great day. Take care."]
["Customer: I need a q r code\nCustomer: -1\nCustomer: Can u send me one \nCustomer: Send a new qr code\nCustomer: I need a q r code\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: GSG5001C0090453\nCustomer: 1\nHuman Agent: What brand of camera is GSG5001C0090453?  The brand may be listed on the side of the camera or it will be listed on the receipt \nCustomer: Meshare\nHuman Agent: No.\nHuman Agent: meShare is the app you use.  The brand of camera may be Zmodo, Rraycom, Goaofeoi, or Elecctv\nCustomer: Zmodo\nHuman Agent: meShare QR code setup instructions:\n\nIf the indicator light on the camera is blinking green, it is ready to be setup.  For the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\nTap the \"+\" icon on the app home screen in the top right. Please scan the attached QR code when it asks for your startup guide.  Follow the in-app instructions to complete setup.\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: I just leave need a q r code\nHuman Agent: D/static_file/0c2d40db77_1_20241004105934.png"]
["Customer: Hello \nCustomer: I need to reset my camera for the models is Zp-IBH23-W\nCustomer: The light is blue and I need to restart it to connect it to another wifi network\nCustomer: How am I supposed to reset this camera model?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is the camera that is solid blue tied to this account or did you delete it from the account at all?\nCustomer: It is linked to my account but it does not want to add me and I need to reset it\nCustomer: and it doesn't let me delete the camera either, please help me with this\nCustomer: and the camera is on the blue LED\nHuman Agent: Okay, I will need to look up the device, can you send me the cameras Model and ID number? the ID wills tart with ZMD or GSG, it will not say FCCID. \nCustomer: Model is ZP-IBH23-W\nCustomer: And id number is ZMD16I2I7201792\nHuman Agent: Perfect, one moment while I look up this camera. \nHuman Agent: This camera you send the ID for is currently not bound to any account. Is it currently plugged in at all or did you unplug the camera?\nCustomer: It is connected but the LED is blue. I don't know if it is linked to another account.\nHuman Agent: 1.Check Network Compatibility:\n\nEnsure that the W-iFi network you want to connect the camera/s to, is operating on the 2.4GHz frequency.\n\n\n\n2.Access Zink Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the Zink option.\n\n\n\n3.Initiate Installation:\n\nEnter the number of devices you are trying to set up, tap on the check mark or next.\n\n\n\n4.Connecting to the ZMD_SAP\n\nTap on \"Tap Here to begin set up\" follow the onscreen instructions. The phone may warn you this network has no internet.\n\n\n\n5.Wi-Fi Password Entry:\n\nThe app will prompt you to select or enter your Wi-Fi name (SSID) and enter the Wi-Fi password. Remember the Wi-Fi and password are case sensitive.\n\n\n\n6.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nHuman Agent: Same as before with the QR setup, let me know if you have any trouble with any of the steps or have any questions along the way. \nHuman Agent: If you do get to the end of the setup where it says \"waiting for connection\" just watch the lights on the camera to see how it reacts, if it turns a solid blue that means its online and the app will allow you to name the device."]
["Customer: I had to reset my wifi password\nHow do I reconnect the cameras \nCustomer: I don’t know what that process was \nCustomer: Representatives \nCustomer: Set up\nHuman Agent: The cameras on your account will use the QR Code setup method. Are you using the meShare, Zmodo, or Smartz Eaze app?\nCustomer: Smart Eaze \nCustomer: I’m confused because all 3 are in the app but just won’t connect to the internet \nCustomer: They are flashing a green light \nHuman Agent: Okay, then you will tap on Devices at the bottom and then tap on Add Device. Tap on Get Ready and enter your Wi-Fi password and tap on Next. Then show the QR Code on your phone screen to the camera.\nCustomer: And I don’t want reset up where it now cost me more monthly \n\nMy original set of 2 were under the me share \nThen u bought another set that came in the zomodo box but then that smart ease app and so then all 3 cameras ended up in that app but the cost for the first 2 for cloud was way cheaper than when I bought and added in the 4 one \nSo I get 2 charges I’m billed monthly \nOne charge for the original 2\nThen another charge for the 3 camera which came in more \n\nSo I don’t want it to be that it detects them as new and then I’m getting hulled at whatever Tal’s current rate is \nCustomer: Where am I suppose to get the QR code \nHuman Agent: You can use either the meShare app or the Smartz Eaze app. The cameras can be viewed in either app.\nHuman Agent: You make it on your phone screen using the app.\nCustomer: I got it thanks you \nHuman Agent: You're welcome."]
["Customer: I got new Imternet now I cant get my cameras to work i have two\nCustomer: Blinking green \nCustomer: Ok I don't remember how to do that \nCustomer: How you configuration \nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Hola\nCustomer: Mis cámara no se conecta a la nueva wifi y ya lo e intentado todo lo que me an orientado solo me queda abandonar la suscripción pier que no puedo estar pagando si no la puedo utilisar\nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon. Para configurar su cámara, primero deberá asegurarse de que su teléfono esté conectado a la red de 2.4 Ghz en la que desea configurar la cámara y que la cámara esté encendida y con su luz indicadora parpadeando. Una vez hecho esto, puede ingresar a la aplicación y seguir las instrucciones a continuación.\n1) Presione el signo más en la parte superior derecha de la página de inicio y seleccione la opción Código QR\n2) Continúe hasta llegar a la página donde le solicita la contraseña. En esa página, asegúrese de que aparezca el nombre de su red después de donde dice \"Su(s) dispositivo(s) se conectarán\". Si no, por favor hágamelo saber.\n3) Ingrese la contraseña de su red. Tenga en cuenta que distingue entre mayúsculas y minúsculas.\n4) La siguiente página mostrará un código QR en la pantalla del teléfono que deberá mostrar a la cámara sosteniéndolo a entre 6 y 8 pulgadas de la lente de la cámara. Si lo lee, la luz indicadora de la cámara debería comenzar a parpadear en azul.\n5) Si tiene éxito, la luz indicadora debería volverse azul fija y la aplicación le pedirá que le dé un nombre al dispositivo si aún no está en su cuenta (de lo contrario, puede salir de la configuración en este punto si ya la tenía encendida). su cuenta).\nSi la cámara no se vuelve azul fija después de aproximadamente 30 segundos de mostrarle el código QR, tome una captura de pantalla del código QR y envíela aquí para que la verifique.\nHuman Agent: Si desea cancelar, deberá hacerlo a través de Google, ya que es allí donde está suscrito. Aquí te dejamos un enlace con más información sobre cómo cancelar. https://support.google.com/googleplay/answer/7018481\nCustomer: Boy avolver aprobar si no resutal  ustedes tienen alguna oficina o técnicos en naples\nHuman Agent: No, no lo hacemos. Si no funciona, envíeme la captura de pantalla del código QR y avíseme si la cámara empezó a parpadear en azul cuando la mostró."]
["Customer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: ZM-W0002-2-CR\n\nHuman Agent: That would be the model, I would need the ID.  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD19A4IH522339\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: Blinking green\nHuman Agent: Are you using the Smartz app or the Zmodo app? \nCustomer: Yes\nCustomer: Smartz app\nHuman Agent: Okay tap the devices square, then tap the add device on the bottom of the page. Please follow the onscreen instructions from there. When you show the camera the QR code it should change to flashing blue. If it does not connect please take a screenshot of the QR code you are using. \nCustomer: Tap what square\nHuman Agent: Add device with a image of plus sign \nCustomer: Do not understand\nHuman Agent: What do you see when you tap on the square labeled devices? \nCustomer: What square lable\n\nHuman Agent: D/static_file/e3207a36b4_1_20240925164026.png\nHuman Agent: Do you see the image showing which Square to tap on? \nHuman Agent: D/static_file/a32e578d16_1_20240925164120.png"]
["Customer: I want to change my z moto camera password. Do I have to change the password for each camera\nCustomer: I meant I wanna change the password for my router. Do I have to reset each camera\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. When you change your router's password, the cameras will need to be set back up. It looks like all but your CH08 FYE cameras use Zink setup. When going through the setup, you could choose the number of devices left to be set up at which point if you connect one, it will try to share the information to other nearby cameras so you may not need to go through it for every single device. \n\nHuman Agent: For the camera that can use the QR setup, CH08 FYE, if you do the QR setup it'll automatically share with any other nearby cameras so it may be best to start with that one and see which ones still need set up after that point. For that one you can follow the instructions below once you have changed your router password. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Agent \nCustomer: I can’t get but one of my cameras on I gave the last rep the model number went by his instructions and everything still not working \nHuman Agent: Hello, you've reached customer care, my name is Kylie. When you did as instructed how did the cameras lights react? what was the color and was it flashing or solid?\nCustomer: Not sure about the light but it was an hour ago \nHuman Agent: Okay, Can you try checking the lights again for me now to tell me what color they are and if they are solid or flashing?\nCustomer: Yes give me a min\nHuman Agent: Okay, if you can as well, take a picture of the cameras sticker and send it into the chat for me, I will use that to check and make sure the cameras up to date as well. \nCustomer: D/static_file/7dccd1f8a6_1_20250203161918.jpg\nCustomer: I have one camera working I have 2 not working \nHuman Agent: Okay, and for this camera yous ent the photo for, what color are the lights and are they solid or flashing?\nHuman Agent: right now, while plugged in.\nCustomer: Solid\nHuman Agent: solid blue or solid green?\nCustomer: Now it is flashing blue and green \nCustomer: Now it’s a solid blue \nHuman Agent: Okay, great. I can add this device to the account and have you check the live video to make sure it looks proper, To add the device I would need to name the camera. WHat do youw ant me to name this camera?\nCustomer: Carport camera \nHuman Agent: Okay, One moment whil I add the device, I cant see the video but it is telling me its online now\nCustomer: Ok thank you \nHuman Agent: I added the camera now, you may have to refresh the app to see it pop up on your device list but once you do see it click live on the camera and let me know if you can see the live video properly or not.\nCustomer: Ok thank you \nHuman Agent: No problem. Is it working for you properly now?"]
["Customer: How can I connect my cameras to a different Wi-Fi \nHuman Agent: Hello, my name is Grant. To set up the camera on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Trying to reconnect devices after changing Internet providers. App will not read the barcode and will not accept a manually input code. I get the message that this device is not supported on this app.\nCustomer: Where is the reset button\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. This is a new account that has never had any devices connected to it. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: How do I get the redo wifi to my cameras\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device to see what setup options it can utalize, can you send me all the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid. \nCustomer: Yes\nCustomer: Hello"]
["Customer: Camera not connecting\n\nCustomer: Still not connecting \nCustomer: Camera still won’t connect\nCustomer: Representative\nCustomer: I need to speak to someone regarding a pan and tilt camera that won’t connect\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/62cdad7e27_1_20241014103359.jpg\nCustomer: Do you see the picture \nHuman Agent: Thank you. Can you please unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: I just did that and the green light is blinking \nCustomer: It will not recognize the QR code\nHuman Agent: The camera does not use the QR Code setup. Can you please unplug the camera again and plug it back in?\nCustomer: Ok\nCustomer: It is panning around and now stopped and flashing green\nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: I see it but it won’t let me join\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: Ok just joined\nCustomer: Joined\nHuman Agent: Okay, you did not need to connect to it yet. Did you get my previous message with the Zink instructions?\nCustomer: How did you send it? I don’t have it\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: I have tried this but will try again\nCustomer: It always says failed\nHuman Agent: Okay, when you get to the Zink setup screen, does it give you a list of networks to choose from?\nCustomer: Yes\nCustomer: Actually no. It just gives me two lines. Ike to put in the SSD and the other for the password\nCustomer: Right now the ZMD is the WiFi chosen and when I get the lines I am putting in the home WiFi infi\nHuman Agent: Are you typing in the name? Or does it ask you to select the network from a list of networks?\nCustomer: I have to type it\nHuman Agent: When you go to type it in, do you tap on Manual Setup first? Or does it just say Enter the SSID at the top?\nCustomer: Just days enter the SSID\nHuman Agent: Okay, it sometimes says that the first time, especially on iOS. Can you quit the setup and try it again? Also, go to your phone settings and turn off your Cellular Data first and then do the setu again.\nCustomer: Ok.\nCustomer: Failed again\nCustomer: I quit the set up. Turned off my cellular. Started over and it still failed. \nHuman Agent: Okay, same question as before, are you typing in the name? Or does it ask you to select the network from a list of networks?\nCustomer: Have to type the name\nHuman Agent: That may be the issue here, that the app is not communicating properly with the camera. You can uninstall and reinstall the app on your device. You may also want to forget your Wi-Fi network as the phone may be automatically reconnecting to it since the ZMD_SAP network does not have internet.\nCustomer: It does seem to be picking up the zmd network\nHuman Agent: Yes, you may be connecting to the ZMD_SAP network, but your phone may then be automatically reconnecting to your Wi-Fi network since the ZMD_SAP network does not have internet. We do not want the phone to reconnect to your Wi-Fi network during the setup, since you need to stay connected to the ZMD_SAP network to give the camera your Wi-Fi information.\nCustomer: Ok. I’ll\nForget the WiFi \nCustomer: Still didn’t work\nHuman Agent: Okay, then you can uninstall and reinstall the app on your device. You can also try another phone or tablet if you have on available.\nCustomer: I did inistall and reinstall the app. I’ll try another device. Ugh\nCustomer: D/static_file/b75c82aea7_1_20241014112859.jpg\nHuman Agent: Can you go to the Wi-Fi settings on that tablet and see if it is still connected to ZMD_SAP?\nCustomer: It is\nHuman Agent: You can try the non-app setup for the camera.\n\nMake sure your phone, tablet, or computer is connected to the ZMD_SAP Wi-Fi network and the light on the camera is flashing green.\nOpen a web browser like Safari or Google Chrome (you can use whatever you prefer). Into the address bar type the cameras IP Address 192.168.10.1:8087\nType in the name of your network and the password for your network. The name and the password are case sensitive.\nIn UserID type 0. In Client_Count type 1.\nPress OK and the device should send the network information to the camera. Watch the camera and the light should start flashing blue, or the green light may just go out. If the light turns solid blue, or you do not see a flashing green light come back, then check the app to see if the camera is online.\nCustomer: Hmmm so it started flashing blue for a second then went back to flashing green\nHuman Agent: Okay, so that means that it got the Wi-Fi information and tried to connect, but could not connect. What is the Wi-Fi network that you typed in?\nCustomer: Notaro2\nHuman Agent: Okay, and that is exactly how it shows in your Wi-Fi settings? All the same uppercase and lowercase letters? And that is your 2.4 GHz network? Or is it a 5 GHz or Guest network?\nCustomer: Exactly and should be the 2.4\nHuman Agent: Okay, can you go back to your Wi-Fi settings and reconnect to your Wi-Fi network after forgetting the network? Then try the non-app setup and make sure that you are using the exact same name and password. \nCustomer: Tryinh\nCustomer: It’s not progressing \nCustomer: D/static_file/e9f75e7b65_1_20241014115033.jpg\nHuman Agent: Okay, did you reconnect to the ZMD_SAP network before you tried the setup again?\nCustomer: No\nHuman Agent: Because if the light changed to a flashing blue on the camera, then it would have stopped broadcasting the ZMD_SAP network, so you would have disconnected from it and would need to reconnect to it.\nCustomer: Ok trying \nCustomer: Ok. Blue light!\nHuman Agent: Is it a solid blue light?\nCustomer: Now where is it on the app\nCustomer: It’s not showing up on the screen of cametas\nCustomer: Cameras\nHuman Agent: Is it a solid blue light?\nCustomer: Yep\nHuman Agent: Then you will want to add it to your account with a LAN Search in the app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: D/static_file/5a3cfa2694_1_20241014115829.jpg\nHuman Agent: Alright, I will sync and restart the camera. You will see the light change to solid green, then it will reconnect. When it is solid blue, try the LAN Search again. You may need to tap on Search again a few times as it can take a minute or two to find the camera after it reconnects.\nCustomer: Ok\nHuman Agent: While the camera is rebooting, double check that the tablet is connected to that Notaro2 network.\nCustomer: It rebooted. I’m on the Notaro2 network. Still won’t find it. Grrr\nCustomer: This is not how I expected to spend my day off. Lol\nCustomer: Standing by\nHuman Agent: I can try to add it from my end, what would you like the camera named? \nCustomer: Cabin Main\nCustomer: If we lose power will this all happen again?\nHuman Agent: It should just reconnect once the wifi network is back up \nCustomer: It’s working!\nHuman Agent: Okay please close the app, then open it again. \nHuman Agent: Okay great \nCustomer: All good. I see it. Thank you\nHuman Agent: You're welcome, is there anything else we can help with today? \n\nCustomer: I wonder why I couldn’t do this\nHuman Agent: It was reather strange"]
["Customer: My camera is not setting up with the QR code can you please reset my camera \nCustomer: Me share is the manufacturer \nHuman Agent: Hello, you've reached customer care, my name is Kylie. When you look at the lights on the camera what color are they and are they flashing or solid?\nCustomer: Flashing blue light\nCustomer: Model zh- ixy2j\nCustomer: Hello\nHuman Agent: yes im here\nCustomer: Ok \nHuman Agent: if the camera is flashing green or blue that means its offline, its not possible to reset a camera from the app or from ym end while its offline. Did you recently change the Wi-Fi name, password, or router at all?\nCustomer: I’m using them at a different location\nHuman Agent: Okay, whenever you change the wifi name, password or router to reconnect the camera you would just go through the setup with it again, a reset is not required and the camera is flashing so its in setup mode as well. \nHuman Agent: Have you tried to go through any of the setups with the camera yet?\nCustomer: Yes\nHuman Agent: It looks like for all the cameras the only setup they take/use is the QR setup, would you be able to go through that setup with the camera and tell me how the lights react? If it fails the setup take a screenshot of the QR code and send that to me and tell me how the lights reacted when you showed the code to the camera.\nCustomer: The light flashes from blue then switches to green flash and it keep saying it timed out\nHuman Agent: OKay, that means it is trying to connect then failing, can you send a screenshto of the QR code to me here so I can review it"]
["Customer: Hello the cameras I had well change wifi and I can not put it \nCustomer: Como lo hago\nCustomer: Cambien mi contraseña de wifi y no puede conectar nuevamente \nCustomer: Como lo hago\nCustomer: Puedes explicarme los pasos para conectar mis cámara a mi wifi\nCustomer: Nuevamente \nCustomer: No me deja conectar\nHuman Agent: Hola, te comunicaste con atención al cliente. Mi nombre es Kylie. Para volver a conectar la cámara, debes realizar la configuración. Las cámaras de la cuenta usan el código QR o la configuración de Zinks. ¿Has probado alguna de esas configuraciones?"]
["Human Agent: Trying to get one of my cameras connected, but no luck\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Is that the camera named SHEILA'S SIDE?"]
["Customer: I jus bought 2 new zmodo cameras. I already have some older zmodo camers and the app. Can these cameras connect to my existing app?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Yes, what are the IDs of the new cameras? I can provide instructions for set up within the Zmodo app. The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Ok thank you. The older app in order for you to set up the camera, you had to have the camera scan a qr code in the app\nCustomer: I guess for network configurations and stuff\nHuman Agent: That would be what most of our newer cameras should use as well, but I can double check with the ID typically. \nCustomer: What do you need from me\nHuman Agent: As I mentioned I can double check the setup method in the Zmodo app with the ID of the device if you would like.  The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: D/static_file/ad52740a08_1_20250211144755.jpg\nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option, then tap the Battery camera option at the top of the page and follow the instructions there. \n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Ok\nCustomer: Thank you\nHuman Agent: No problem."]
["Customer: My camera is blinking green but I can't get it to connect\nCustomer: I don't know the original setup method\nCustomer: Led light is blinking green\nCustomer: Need more help with setup process\nCustomer: Customer service\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: One moment\nCustomer: ZMD33B844243134\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Blinking green\nHuman Agent: Could you please check your phone's Wi-Fi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Yes\nHuman Agent: You do see the ZMD_SAP network?\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home Wi-Fi network name (SSID) and Wi-Fi password. Afterwards, you will need to connect your phone back to your home Wi-Fi network to access the camera.\nHuman Agent: I want to let you know that the Live Chat support will close in 10 minutes. If we run out of time, then I will send you an invitation to schedule a callback appointment.\nCustomer: Thank you\nCustomer: I will try this now\nHuman Agent: You're welcome.\nHuman Agent: The Live Chat support will be closing for the evening, so I will send you an invitation to schedule a callback appointment if you need further assistance. Tap on Schedule Call to make a callback appointment if you would like to.\nHuman Agent: The Live Chat support will be closing for the evening, so I will send you an invitation to schedule a callback appointment if you need further assistance. Tap on Schedule Call to make a callback appointment if you would like to."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in? The light may change, so let me know how the light changes after you plug it back in.\n\n--\n\nBest regards,\nGrant O.\nZmodo Support\n\nhkfischer@telus.net wrote: \n\nI have followed instruction but the network cannot find the camera \nPlease help\n\nCustomer: Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in? The light may change, so let me know how the light changes after you plug it back in.\n\n--\n\nBest regards,\nGrant O.\nZmodo Support\n\nhkfischer@telus.net wrote: \n\nI have followed instruction but the network cannot find the camera \nPlease help\n\nCustomer: yes\nCustomer: camera will not conect to network \nCustomer: indicator light is blue I have 3 cameras workin exept one \nHuman Agent: Hi my name is Wendy.  Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: This is from a previous coresondance Hello,\n\nThank you for your patience. The camera has been unbound from the previous account and you can now set it up on your account. The camera is already connected to a Wi-Fi network, so you can connect it to the app with a LAN Search.\n\nLAN Search:\n\n1.\tMake sure your phone is connected to the same Wi-Fi network as the camera.\n2.\tOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\n3.\tAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\n4.\tTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nPlease let me know if you have any questions.\n\n--\nHello,\n\nThank you for your patience. The camera has been unbound from the previous account and you can now set it up on your account. The camera is already connected to a Wi-Fi network, so you can connect it to the app with a LAN Search.\n\nLAN Search:\n\n1.\tMake sure your phone is connected to the same Wi-Fi network as the camera.\n2.\tOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\n3.\tAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\n4.\tTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nPlease let me know if you have any questions.\n\n--\n\nBest regards,\nGrant O.\nZmodo Support\n\nBest regards,\nGrant O.\nZmodo Support\n\nHuman Agent:  Please provide the device ID of the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \nCustomer: 19g41h418574\nHuman Agent: ZMD19G4IH418574 shows a solid blue indicator light?  are you wanting the camera connected to this account? hkfischer@telus.net?\nCustomer: yes\nCustomer: lights are solid blue\nHuman Agent: If you refresh the app or log out and back in to your account you will see the camera ZMD19G4IH418574 on  your account now.\nCustomer: Thank you the camers is now conectet\nHuman Agent: You're welcome!"]
["Customer: How do I factory reset my zmodo camera?\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: 19G41H400732\nCustomer: I had it connected to the Smartz app and wanted it connected to the zmodo app and was told to delete the device from the Smartz app.  Now it won’t connect to either app.  Show solid blue light\nHuman Agent: Are you on the Zmodo app currently? \nCustomer: No I’m in the smarts app\nCustomer: My other cameras are now showing in this app so I can stay with Smartz if the camera will load to it\nHuman Agent: Okay which app do you want to use? \nCustomer: Smartz\nHuman Agent: As long as you sign in with the account the cameras are linked to it will work on both. \nCustomer: Ok but my new camera will not connect to either app\nCustomer: That’s why I was looking for some sort of factory reset to start over\nHuman Agent: What would you like ZMD19G4IH400732 named? I can add it to your account. \nCustomer: Cottage 3\nHuman Agent: The camera being solid blue means its on WiFi, just not linked to your account. \nCustomer: Ok so you can link it?\nHuman Agent: Yes its added back to your account. \nCustomer: Thank you\nHuman Agent: Can you close the app and open the app again \nHuman Agent: let me know if you see it. \nCustomer: No it’s both there\nHuman Agent: Sorry I am not sure what you mean.\nCustomer: Got it!  Thank you\nHuman Agent: You're welcome, is there anything else we can help with today? \n\nCustomer: Yes I have an indoor camera that I will need you to add as well\nHuman Agent: Could I have that ID? \nCustomer: Zmd19h318D15223\nCustomer: Hello\nHuman Agent: Thank you \n\nHuman Agent: Is this camera also solid blue \nCustomer: Yes\nHuman Agent: Can you double check the ID?\nCustomer: ZMD19H318D15223\nCustomer: It might by an I in the 318\nHuman Agent: It is, what would you like it named? \nCustomer: Cottage indoor\nCustomer: Great thank you so much for your help!  Your awesome\nHuman Agent: I was able to add it.\nHuman Agent: Okay great\nCustomer: Have a good night\nHuman Agent: You too!"]
["Customer: Trying to reset up my camera on a new network\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: St still having troubles\nHuman Agent: Okay, were you able to take a screenshot of the QR code I mentioned?\nCustomer: I'm sorry I didn't realize you said.Take a screenshot\nCustomer: Would you tell me how to do that, please\nHuman Agent: How to take a screenshot? What type of phone do you have?\nCustomer: Android galaxy S24 plus. SorryI'm a senior woman and have some trouble doing these things\nHuman Agent: No problem. Typically you can take a screenshot on Android phones by tapping both volume down and the power button at the same time. You do not need to hold them, just quickly tapping both at the same time. \nCustomer: D/static_file/2231ba984f_1_20241101150531.jpg\nHuman Agent: Okay, were you able to get the screenshot of the QR code from the setup I'd recommended?\nCustomer: D/static_file/19b5747fcf_1_20241101150633.jpg\nCustomer: Is that what you mean?\nHuman Agent: No, both of these use the QR code setup. I sent instructions for that setup earlier and if it doesn't work, had mentioned taking a screenshot of the QR code used during the setup. I'll send the instructions for the setup again below. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: I don't know how to make sure that my phone is connected to the two point four g.H z network\nCustomer: Ok, i just saw my phone is connected to the five g service and the two g service\nHuman Agent: Do you have more than one wifi network that is yours? If not, you're likely fine to just use the normal one there. If you have more than one and one is labeled 5G, you'd likely want to use the other. \nCustomer: I just got a new WI. Fi. Network, and i'm trying to connect it to that.My old wifi network is gone\nCustomer: 2g and 5g are both checked as on\nHuman Agent: Okay. \nCustomer: I have the new network name and password\nHuman Agent: Okay. \nCustomer: Are you still there?\nCustomer: I still need help, you were helping me and then you went away\nHuman Agent: I had sent instructions for the setup and was waiting for you to try it. I'll send them again below. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: I can't find the plus sign.I've looked on my phone and also this Zmoto app\nHuman Agent: It is on the home page of the Zmodo app where your devices are listed."]
["Customer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera you are trying to set up or is it a camera that was setup previously?\nCustomer: How to reset my camera\nHuman Agent: Is this a new camera you are trying to set up or is it a camera that was setup previously? \nCustomer: Camera previously set up \nHuman Agent: Okay, Can you send me the cameras Model and ID number, this will be on the cameras sticker and the ID will start with ZMD.\nCustomer: Model: ZP-IBH23-W. \nFCC ID: ZK8-BFS23NM\nHuman Agent: that is not the ID number I will need. The ID number will start with ZMD, it is not the fccid number as that's a manufacturing number. \nCustomer: Mine is too fade on camera\nHuman Agent: Okay, when you look at the lights on the camera what color are they and are they solid or flashing? \nCustomer: It starts green no flashing then it goes a solid blue\nHuman Agent: If its turning a solid blue that means its connecting to a network and is online.\nCustomer: But it’s not showing up at all \nHuman Agent: Are you able to open the app, go to the setup area and click the option at the bottom to add a solid blue device? there I can have you try to get the devices ID number. \nCustomer: It doesn’t show up \nHuman Agent: Okay, I believe I may have found the camera, it was once bound to this account in the past so it shows in the system. It looks like it is online and getting internet just not tied to this account, I can add it to this account for you I just have to name it. What would you like me to name this camera?\nCustomer: Living room \nHuman Agent: Okay, one moment\nCustomer: I think you fixed \nHuman Agent: I added the camera back to the account now for you, you may have to refresh the app to see it but can you take a look and see if you can view the camera live.\nCustomer: Yes I have live feed \nCustomer: Thank you \nHuman Agent: Fantastic! thats great. Thank you as well. Any other questions before we go?\nCustomer: No thank you \nHuman Agent: Okay, Have a great day, take care.\nCustomer: You as well"]
["Customer: I'm using the phone to scan code how would I do thst\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. The QR code is generated on your phone screen and you scan it with the camera you are trying to set up."]
["Customer: Need help setting up \n\n\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Not able to connect any of my Zmodo cameras. Model: ZH-IXY1D\nCustomer: Set up\nCustomer: This doesn’t work\nCustomer: The app won’t connect to the wifi. Shows Failure. \nHuman Agent: Hi my name is Wendy.  Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: Everything looks correct but still not working. \nHuman Agent: Hi my name is Wendy.  Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \nCustomer: ZH-IXY1D\nHuman Agent: The device ID will start with ZMD\nCustomer: ZMD13CL45236407\nHuman Agent: ZH-IXY1D is the model.  Please also let me know the device ID starting with ZMD\nHuman Agent: ZMD13CL45236407 thanks.  Is the indicator light on the camera blinking green right now?\nCustomer: Blinking green\nHuman Agent: Zmodo ZINK setup instructions:\n-First go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n-Then turn off mobile data for your phone.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup. Please remain within 5 feet of the camera for the entire process.\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have a tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.  Follow the in-app instructions to complete setup.\n\nHuman Agent: I apologize that Mira is talking over me.  Please follow these steps.\n\nZmodo ZINK setup instructions:\n-First go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location.\n-Then turn off mobile data for your phone.\n-The camera should be plugged into a wall outlet as close to the router as possible with just the original power adapter. No extension cables, power strips, or surge protectors. You need to be right next to the camera for the entire setup process.\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup. Please remain within 5 feet of the camera for the entire process.\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have a tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.  Follow the in-app instructions to complete setup.\n\nCustomer: I did that and I get a small pop with an X that says Failure. Immediately. Doesn’t even seem to try to connect. \nCustomer: I have performed these steps and it still says failure. \nCustomer: Zink setup does not use QR code. \nHuman Agent: Did you check your phone's settings for the Zmodo app? Location is enabled?\nCustomer: Yes. While using. \nHuman Agent: precise location too?  You turned your phone's mobile data off as well?\nHuman Agent: Could you please provide a screenshot of the failure message that you see when going through Zink setup?\nHuman Agent: Did the indicator light on the camera switch to solid blue?"]
["Customer: It didn't work \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you meaning the QR setup didn't work? Did the camera flash blue at all when you showed it the QR code?\nCustomer: I'm still waiting to connect. \nHuman Agent: Did you see my previous message? I'll resend it below. \n\n\"Hi, thank you for contacting support. My name is Dillon. Are you meaning the QR setup didn't work? Did the camera flash blue at all when you showed it the QR code?\"\nCustomer: Some where there's not a connection \nHuman Agent: I'm sorry, I'm not sure what you mean. Are you meaning that in reply to my questions?\nCustomer: The light on the camera is flashing green.\nHuman Agent: Okay, but when you tried the QR code setup, did it flash blue at all? Would you be able to send me a screenshot of the QR code generated in the setup?\nCustomer: I'm not sure I have everything set up the way it should. \nHuman Agent: Okay, you'll want to have the camera plugged in and it should generally be flashing green. From there, you can follow the instructions below for setup. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: Can’t connect to wifi\nCustomer: Can’t connect to WiFi \nCustomer: -1\nCustomer: I need to speak to a representative \nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: I want to connecte my cameras but when I put the ID or scan the QR code the don’t recognize the device \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device first, can you send me the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid."]
["Customer: I am trying to install a new camera and none of the installation instructions are working.\nCustomer: The color of the new cameras light is blinking green\nCustomer: It will not scan the QR code on my phone. It also wants to connect to a different network. Not the one I had saved which was the zmd network\nCustomer: Zmd_sap is not the network it wants me to connect to. It is a different one!\nCustomer: It is your app that wants me to connect to a different network! I have the ZMD_sap saved but it is the app telling me to connect to a different one\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Set up\nCustomer: I can't set my camera up with my phone because the barcode is saying this product is not supported by this\nCustomer: There's not that much chat history to scan\nCustomer: Hello?!?!\nCustomer: -1\nCustomer: OK, should I just take these back and get a refund since no one can help me with this bullshit product? \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: i'm getting really frustrated at the fact that nothing is working and I can't get any help\nHuman Agent: I am here to help.  When you are trying to scan the code, are you scanning the code on the camera itself or in the start up guide?\nCustomer: Ok refund it is\nHuman Agent: Are you unable to see my previous message? \nCustomer: I don't see any messages from you\nHuman Agent: I will send it again, sometimes this can happen I said \"I am here to help.  When you are trying to scan the code, are you scanning the code on the camera itself or in the start up guide?\"\nCustomer: The camera itself the startup guy does not give me any barcode to scan the QR code came with this product\nCustomer: no QR code came with this product\nHuman Agent: Okay, I will send you the code in the chat that you can scan to begin the setup\nHuman Agent: D/static_file/55eecbe7a9_1_20241112144234.png\nCustomer: I can't scan the QR code on my phone with my phone can I?\nHuman Agent: Oh course not, you can scan the code with another mobile device or possibly print it out and scan it. \nCustomer: that code sent me to a Google website for some completely different company\nHuman Agent: Your not supposed to scan the code to search it on the web, no clue where that will take you, its meant to be scanned in the app to begin the setup that's what its for. \nCustomer: Well the QR code isn't doing anything else\nHuman Agent: Are you from the app trying to scan the code when in the setup area>\nCustomer: how do I scan it from the app?\nHuman Agent: In the app you will click the Plus to begin the setup, Should it ask you to scan a code at all this is the code you will be asked to scan, if it does not then follow the steps in the setup until it generates a code then you show that code to the camera. \nCustomer: so we showed that code to the camera and we have solid blue lights, but it never gave us any command that it's connected yet\nHuman Agent: Okay, if its solid blue but failed to add I can try to add it for you, I would just need the cameras ID number first to look it up, can you send me a picture of the cameras sticker?\nCustomer: D/static_file/efcdc78144_1_20241112145812.jpg\nHuman Agent: Okay, One moment while I look up this device. \nCustomer: also, how do I adjust the time zone? \nHuman Agent: It looks like this device did add to the account when you went through the setup, on my end its attached to your account already. To change the name click live on the camera, click the settings gear in the top right, then click the three dots in the top right, select the name then type in a new name and save it, this is also the same area you can change the time by clicking time zone.  Just be careful not to click reset or delete."]
["Customer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the solid blue camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Set up\nCustomer: i have a new router and modem and with new pass words and none of the cameras work\nCustomer: 1\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: Dvr\nCustomer: Customer service \nCustomer: Agent \nCustomer: Customer care agent \nHuman Agent: How can I assist you?\nCustomer: Dvr playback not working on some cameras \nHuman Agent: Which cameras are you not able to view Playback from?\nCustomer: Penthouse and living room \nHuman Agent: It looks like those cameras use the h.265 video coding method. The NVR will use the h.264 video coding method. So the NVR cannot interpret and display the image from those cameras.\nCustomer: Don't the camera it self can play it back by it self with out the dvr?\nHuman Agent: You will get motion alerts which are 10 seconds clips when the camera detects motion. If you want continuous playback not through your NVR system, then you can subscribe the cameras to a Cloud Plan.\nCustomer: Ok I also have a camera having trouble to connect blinking green then blue then go back to green \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/e07c4cf3af_1_20250117113432.png\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: ZmD17FW18903645\nHuman Agent: Thank you. I got the Device ID. Could you please unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: Solid green then blink green \nHuman Agent: And it just stays blinking green? If it does not change, then that means it is ready for setup and you can try the QR Code setup to connect it. When you get the QR Code on your phone screen, hold it close to the Zmodo camera lens and slowly pull it back. Watch the light closely and let me know if it changes while you are showing the QR Code to the camera.\nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the Zmodo camera?\nCustomer: Ok \nCustomer: About to try\nCustomer: D/static_file/6892329941_1_20250117114526.png\nCustomer: Did do nothing \nCustomer: Didn't do anything \nHuman Agent: The light does not change at all when you show the QR Code to the Zmodo camera?\nCustomer: Correct \nHuman Agent: And the light on the camera is just flashing green? There is not a blue light along with the flashing green light?\nCustomer: Correct \nHuman Agent: Could you please check your phone's Wi-Fi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Yes I see it \nHuman Agent: Then you can try the Zink setup. Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home Wi-Fi network name (SSID) and Wi-Fi password. Afterwards, you will need to connect your phone back to your home Wi-Fi network to access the camera.\nCustomer: Got it to work thanks 🙏\nHuman Agent: You're welcome.\nHuman Agent: Do you have any other questions?"]
["Customer: Troubleshooting\nCustomer: My cameras don’t work \nCustomer: How do I reset my cameras \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: I have changed the router but I can’t find where to update the app where do I change it?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like 3 of your 4 cameras use the QR setup while the camera named Camera4 will use the Zink setup. I'll send the QR instructions to start. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Support \nCustomer: Agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\n\nCustomer: I was talking to you earlier \nCustomer: My pivot camera won't connect \nCustomer: Here is a picture of the id\nCustomer: D/static_file/2c304d8028_1_20241121153652.jpg\nHuman Agent: Okay, let me look up this device, one moment\nHuman Agent: I was able to find this device, its currently not bound to any account, I can add it for you to this account if you would like, Once added I can have you check and see if you can view the live video or not. To add it I will just need to give it a name, what name would you like for it?\nCustomer: Foster room\nHuman Agent: Okay, One moment while I add it to this account. \nCustomer: Kylie it's just flashing green, is that okay\nHuman Agent: If it is only flashing green then that means it is not online, it sounds like you will want to go through the setup to reconnect the camera to the internet. \nHuman Agent: I did add the camera to the account, this will not interfere with the setup so you wont have to delete it at all. \nCustomer: Well that's the problem lol, I keep trying to connect to its network and when I say next it keeps asking me to connect to its network\nCustomer: I've been trying this for 2 hours \nHuman Agent: Do you have an android or an apple phone?\nCustomer: Android \nCustomer: Yes\nHuman Agent: Okay, Lets try resetting the device then have you turn off the phones mobile/cellular data and try the setup again. To reset the camera press on the top and hold it down until it makes a noise, once it boots back up and starts flashing again then turn off the cellular/mobile data and try the Zink setup with the camera again"]
["Customer: Can’t connect doorbell\nCustomer: -1\nCustomer: Flashes green\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Flasss green, need help\nCustomer: Need phone number \nCustomer: -1\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: -1\nCustomer: No customer care agent\nCustomer: Agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\n\nCustomer: My doorbell is flashing green\nHuman Agent: Okay, that means its currently offline, did you change the router, Wi-Fi name or password recently?\nCustomer: Can’t connect when I try qr code\nHuman Agent: This camera does not use the QR code for setup, it would only use Zink\nCustomer: Hello\nCustomer: Ok I will try zink \nHuman Agent: Okay\nCustomer: Still not working\nHuman Agent: Okay, lets have you reboot the camera first then try the Zink setup again. To reboot the camera you will disconnect it from power, press the doorbell button to drain it of power then restore power. you can either take off the face of the doorbell to do this, or you can flip the breaker, then do this and flip it back on. \nCustomer: I’m here, still trying"]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Set up\nCustomer: I can't get my devices to connect \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Frontyard7583  flashing green won't show up\nCustomer: I set it up was working unplugged it to reposition and quit working \nCustomer: I've been trying for 2 hours no luck\nCustomer: I've tried resetting \nCustomer: I have 4 cameras total.  The other 3 are working \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: chatwith a himan\nCustomer: where is the customer care agent button?\nHuman Agent: Hi my name is Wendy\nHuman Agent: How can I help?\nCustomer: We have 1080 HD indoor/outdoor security cameras 2 pack\nCustomer: we can not get the camera to read the QR code. \nCustomer: The router is in the same room as the camera and the phone\nCustomer: do you need the model number?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device, can you send me all the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid. \nCustomer: model is zp-1bh27-w\nCustomer: zmd 1912ha22870\nHuman Agent: Okay, one moment while I look up this camera, if you are able to send me the second cameras ID number I will also need that as well. \nCustomer: the second camera is on the pole ready to be added to our account. I can't get it right now\nHuman Agent: Okay, no problem, if this is the frist time you are setting them up the setup should be the same for both.\nHuman Agent: Looks like for this model of camera the main setup is the QR code setup, let me grab the directions for you to go through for the setup to try, one moment. \nHuman Agent: QR code setup steps\n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nHuman Agent: If you have any trouble with the steps or with the setup itself once you show the camera the code just take a screenshot of the QR code and send it to me to review or let me know so I can assist  you further. \nCustomer: i have tried this for the last 3 days. And we have also tried that with the one already installed. it does not work\nCustomer: they are both on different wifi's and they still don't work\nHuman Agent: When you hold the code Infront of the camera what color are the lights and do they flash or go solid at any point? I would like to see how it reacts.\nCustomer: the camers blink green but never connect....always says to check password\nCustomer: which I have done \nHuman Agent: Okay, if it only flashes green that means its not seeing the code to scan and try to connect. Lets see if you are able to try a quick test to see if the Zink setup is an option. \nCustomer: just one minute and I will do that.\nHuman Agent: Can you get close to the camera, reboot it by unplugging and plugging in the camera then once its flashing green go to the phones Wi-Fi settings and check to see if the ZMD_SAP network shows on the list of available networks, if it does then just let me know and we can do the Zink setup instead. \nCustomer: the green light just blinks\nCustomer: yes I have the zmd-sap on my phone\nHuman Agent: okay, thats great, let me grab the Zink setup directions for us to try that setup instead of the QR setup, one moment. \nCustomer: ok and I did unplug the camera to reboot it\nCustomer: green light is flashing\nHuman Agent: 1.Check Network Compatibility:\n\nEnsure that the W-iFi network you want to connect the camera/s to, is operating on the 2.4GHz frequency.\n\n\n\n2.Access Zink Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the Zink option.\n\n\n\n3.Initiate Installation:\n\nEnter the number of devices you are trying to set up, tap on the check mark or next.\n\n\n\n4.Connecting to the ZMD_SAP\n\nTap on \"Tap Here to begin set up\" follow the onscreen instructions. The phone may warn you this network has no internet.\n\n\n\n5.Wi-Fi Password Entry:\n\nThe app will prompt you to select or enter your Wi-Fi name (SSID) and enter the Wi-Fi password. Remember the Wi-Fi and password are case sensitive.\n\n\n\n6.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nHuman Agent: Here are the Zink setup directions, if you have any trouble with the steps or any questions along the way just let me know \nCustomer: i can only see 4 thru 6\nCustomer: ok I see it all now.\nHuman Agent: Great!\nCustomer: i am on the Smartz Ease app there is no Zink option\nHuman Agent: Okay, the steps are slightly different for that app, first you would click the Plus, then click the 4 squares in the top right, then select Zink and follow the other steps above.\nCustomer: it worked\nCustomer: thank you do much\nHuman Agent: Fantastic, good job. \nHuman Agent: are there any other questions before we go for the night?\nCustomer: not right now. I will go worj on the one on the pole\nCustomer: thanks agIN\nHuman Agent: Fantastic, thank you as well. Have a great rest of your day. Farewell"]
["Customer: I'it won't connect  \nHuman Agent: Hi my name is Wendy.   \nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: It won't scan or code\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG."]
["Customer: Need to update wifi nextwork\nCustomer: I don’t see that option \nCustomer: I don’t see a network setting here\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Go to devices in the app, then hit the Add Device button. \n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: I still don’t see where to go to change the network"]
["Customer: Good morning, I cannot update my device, as it constantly fails \nCustomer: I have followed this process and it has only continued to fail. \nCustomer: It has already been setup but hasn't been used in about a year. The green light is blinking.\nCustomer: 1..check. 2 ... Check...I will have to hang up and try the third option..\nCustomer: 1\nCustomer: Agent \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: My app seems to be working fine, the camera seems ready, so I don't know what to do \nCustomer: ZMD11LE45220205\nHuman Agent: Thank you. That camera is offline, so it may need to be rebooted or setup again. \nHuman Agent: Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Green and blinking \nHuman Agent: Could you please check your phone's Wi-Fi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: I hope that I don't lose you in the process of changing these screens \nHuman Agent: You can come back to the chat after checking your Wi-Fi settings.\nCustomer: I will try one more time \nCustomer: No I don't see that in my connected devices in Bluetooth or anywhere in wifi \nHuman Agent: It would not be in connected devices in your bluetooth settings. It would be in your Wi-Fi settings.\nHuman Agent: What do you see in your Wi-Fi settings on your phone?\nCustomer: Ok, let me see if I can find what we need, thanks for helping me \nCustomer: Well before I go, I only saw other available wifi connections around me in a list\nHuman Agent: You're welcome. Just let me know what you see in your Wi-Fi settings.\nCustomer: But I will look around again \nHuman Agent: Are you next to the camera right now? You will want to be withing a couple of feet of the camera.\nCustomer: Yes 1ft\nCustomer: Gotcha \nCustomer: I don't see anything there that can help.\nthe list is long.. airplane mode, sim, hotspot, VPN etc\nCustomer: What are we looking for \nHuman Agent: Are you in your phone settings right now? There should be an app on your phone that says \"Settings\" or something similar that you can tap on.\nCustomer: okay I have that part but  What heading are we looking for... ? None of those sound right \nHuman Agent: What settings options do you see?\nCustomer: A very long list... Notification , network and wifi, is where I only find neighbors connections\nHuman Agent: Okay, so lets go to the Network settings and go to Wi-Fi and what networks do you see in the list of available networks?\nCustomer: BRB"]
["Customer: I would like to speak with dillion\nCustomer: Setting up my camera to my new internet \nCustomer: Can you get me someone to help \nCustomer: Help with adding my new internet \nCustomer: Need help with the initial set up\nCustomer: Need to add the camera \nHuman Agent: Hello. This is Dillon. I see you wanted to speak with me.?\nHuman Agent: What is the ID of the camera you would like to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: Hi there  is way I can  talk  to technical support \nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: Hi there u have  an issue  reconnecting  my z camera I try every thing  so far  no success I pay yearly  cloud  service  but 2 days  ago camera  when out \nHuman Agent: Is this your camera named garage? If so, is it currently flashing green?\nCustomer: Yes\nCustomer: green  then jump to blue\nHuman Agent: Okay, it looks like it potentially had a signal issue or some other issue as it was going in and out frequently when it was last online. You can try setting it back up where it is, but if you continue to have trouble you could potentially try it near the router temporarily to determine if the issue is signal or the camera itself. It would also be best to make sure it's antenna is fully screwed on and that it is powered using the original power cable directly into a wall outlet without any extensions. To set it back up, you may want to first restart it by unplugging it and plugging it back in, then follow the setup below. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Ok\nHuman Agent: Let me know if you would have any trouble. \nCustomer: D/static_file/15aa5eca46_1_20241127150207.jpg\nCustomer: do you  get  it\nHuman Agent: Yes, you would need to make sure you're entering the network password when going through setup. \nCustomer: Yes I did everything already I have an other  camera wich is on no problem \nHuman Agent: The screenshot showed you had not entered a password. \nCustomer: goin to try again \nHuman Agent: Okay, please send the updated QR code. \nHuman Agent: If it does not connect. \nCustomer: D/static_file/b8c862ff56_1_20241127151011.jpg\nHuman Agent: This QR code still indicates you did not enter your wifi password. \nHuman Agent: That, or that your network does not have it's name broadcast. On the page where you enter your password, does it show your network's name after where it says \"Your devices will connect to\"?\nCustomer: OK so how do yo explain  this my other camera is working  with  same wifi same phone \nHuman Agent: Your other camera is already connected and is not using this QR code for setup. Does it show your network's name after where it says \"Your devices will connect to\"?\nCustomer: Could  you  see my  other  camera  named shop\nHuman Agent: It's online. Did you see my previous question for when you are on the page where you enter your password during setup?\n\nCustomer: Yes I did maybe I can  send it to you \nHuman Agent: I'm unsure what you mean. On that page where you entered the password during setup, does it show your network's name after where it says \"Your devices will connect to\"?\nCustomer: Yes there show my network name\nHuman Agent: Okay, is that network name \"youaintreadyforthisjelly\"?\nCustomer: D/static_file/d8f0435ec5_1_20241127151931.jpg\nCustomer: Yes\nHuman Agent: Okay, then it is your password that is missing. That implies you are not typing in a password on the page that requests the network's password during the setup. \nCustomer: D/static_file/eeefbb6bdf_1_20241127152243.jpg\nCustomer: D/static_file/dc4d063db3_1_20241127152254.jpg\nHuman Agent: The latest QR code screenshot shows no password information in the QR code. To be sure, you are not hitting the X next to the password before continuing, correct? Could you try turning down font size/screen zoom temporarily to see if that is possibly having some impact? If you have not already, for the camera itself, you could also try plugging it in near the router for now to see if it can connect without the need for going through setup again once it is closer. \nCustomer: Yes I'm trying  zooming  my screen  phone I'm definitely  close to my  router  yea I'm trying  everything... las cuestion and  las try how can you  do to zwap  my  cloud  service from the garage  camara  to ashop camara  since  I have  no service  at last  one\nHuman Agent: I mentioned wanting to durn down font size/screen zoom rather than zooming in further. As further zooming can cause display issues as you're seeing with the text in your screenshots. Regarding moving the cloud service, you may do so by going to the cloud section of the app, hitting view details on your subscription, then edit next to enabled devices. You can then freely move it around and hit enable at the bottom to save your selection. \nCustomer: So could  do it  remotely \nHuman Agent: For editing the cloud, yes, you can, but setup itself cannot be done remotely. \nCustomer: OK go for  I do the rest \nHuman Agent: I'm sorry, I'm not sure what you meant, could you elaborate?\nCustomer: Yes\nHuman Agent: I'm sorry, I'm not sure what you meant in your last message before this one saying yes, could you elaborate?\n\nCustomer: Hi there \n\nHuman Agent: Hello, How can I assist you?"]
["Customer: I need to cancel please \nCustomer: Agent\nCustomer: I need to cancel please\nHuman Agent: Hello, you've reached customer care, my name is Kylie.  One moment and I will cancel the subscription as requested. \nHuman Agent: We are currently unavailable for live chat support, but you can reach out to us via email support@zmodo.com. Our new hours of availability are:\n\nMonday to Friday: 9am to 12pm and 1pm to 6 pm CST\nExcluding Holidays\n\nYou may also contact the chat outside of our hours again to speak to our AI chatbot Mira who can assist with some troubleshooting. I've also sent a callback scheduling form where you can click the button in the chat in order to schedule a callback for a future date if you'd prefer.\n\nThank you for understanding."]
["Customer: Speak to a person\nCustomer: Hello again, this is not working\nCustomer: D/static_file/2d0ba68260_1_20240916171021.png\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: It’s wanting to add a new device but the device is already on my main screen, just not connected \nHuman Agent: Yes, so you would just do that initial setup. It is fine if the camera is already on your account, it will just connect it to the new Wi-Fi network.\nCustomer: D/static_file/cc654b0f5a_1_20240916171252.jpg\nCustomer: I got the wrong code pulled up but it’s not scanning on the camera\nHuman Agent: Alright, good. That camera will use the QR Code setup. Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: \nCustomer: It was green before I did that\nHuman Agent: There will be a green or blue light in the camera when it is plugged in and powered on. It can be difficult to see depending on how the camera is mounted, especially if it is bright. You may want to try shading the camera or moving it to a location that it is easier to see. You may also want to watch the light to see if it goes back to flashing green as the green light can be easier to see.\nCustomer: It’s bright outside and it’s on the peak of my house. My husband just put the ladder away. He said it was flashing green earlier \nHuman Agent: Okay, if it is flashing green, then you would want to show the QR Code on your phone screen to the Zmodo camera.\nCustomer: It’s still not working\nHuman Agent: We would want to see the light in the camera to see the status of the camera.\nHuman Agent: Could you send a screenshot of the QR Code that you are showing to the camera?\nCustomer: D/static_file/343ecdb2c0_1_20240916172520.png\nHuman Agent: You can try increasing the brightness on your phone screen and hold it close to the Zmodo camera when the light is flashing green and pull it back. You may also want to bring the camera down and close to the router for the setup."]
["Customer: Set up\nCustomer: Won't connect \nCustomer: Tried that,  didn't work\nCustomer: Tried to connect and times it because it won't connect\nHuman Agent: Hi my name is Wendy.  Please provide the device ID on the camera/s (starts with 'ZMD' or 'GSG' on a sticker) that you are needing help with.\n\nCustomer: ZMD19GHIH500718\nHuman Agent: ZMD19GHIH500718 is this a brand new camera? or has it been setup before?\nCustomer: Already threw one away that wouldn't connect please make\nHuman Agent: ZMD19GHIH500718 is this a brand new camera? or has it been setup before?\nCustomer: It was set up before \nCustomer: Then it lost connection.\nHuman Agent: ZMD19GDIH500718 \nHuman Agent: Is the indicator light blinking or solid?\nCustomer: It blinks green then solid blue\n\nHuman Agent: Does it stay solid blue? or does it flash between green and blue?\nCustomer: Starts solid green \nCustomer: Then blinks green \nHuman Agent: is the indicator light solid blue right now? or is it flashing green or blue?\nCustomer: After a while goes solid blue \nHuman Agent: Is it solid blue right now?\nHuman Agent: Camera indicator light meanings:\nSolid green - powering on or power issue\nBlinking green - ready for setup\nBlinking blue - communicating with router\nSolid blue -connected to your network\n\nCustomer: Still flashing green\nHuman Agent: okay if it is blinking green you can set it up using QR code setup\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select QR Code. Please follow the instructions given on the screen. Face the camera lens toward the QR code, the camera will read the QR Code displayed on your phone screen.  *The QR code will be displayed on the app during setup.\n\nFor the QR setup to go smoothly, you should make sure that your phone is connected to your 2.4GHz wifi network, the location settings and permissions on your phone and app are enabled/allowed for the app, and your phone's brightness level is very bright.  Turn lights on in the room you are doing setup in too.\n\n\n*The camera should be next to your router during setup, 5ft or less to your router*\n\nCustomer: Tried a dozen times and it won't connect\nHuman Agent: When you go through setup does the indicator light only flash green? or does it flash between green and blue?\nCustomer: I had one that flashed between the colors but never connected so I threw it away.  This one goes from blinking green to solid blue \nHuman Agent: Could you please go through setup again? Let me know when the indicator light is solid blue\nCustomer: Let me try without losing you\nHuman Agent: we will stay connected for 7 minutes without activity\nCustomer: Timed out\n\nHuman Agent: Did the indicator light only flash green during setup?\nHuman Agent: or green & blue?\nCustomer: Still flashing green\nHuman Agent: Go to your phone's settings for the Zmodo app and make sure location is enabled while using the app along with precise location if that is an option\nHuman Agent: When you entered your wif info, did the app list your 2.4GHz wifi name?\nCustomer: Done \nCustomer: Doesn't show \nHuman Agent: What doesn't show?\nHuman Agent: your 2.4GHz wifi name?\nCustomer: Wifi speed\nHuman Agent: if you just enabled location please go through setup again.\nCustomer: Location has been on\nHuman Agent: okay.  Please double check that your phone is connected to 2.4GHz wifi then go through setup again.  Make sure you enter your wifi password correctly.  it is case sensitive.\nCustomer: I may lose you when I do that but I'll try\nHuman Agent: ok\nCustomer: Yes\n\nHuman Agent: Looks like you got it setup. great!\nCustomer: It needed the 2.4 wigi\nCustomer: Wifi \nHuman Agent: yes, these cameras need to connect to 2.4GHz wifi\nCustomer: Fixed \nHuman Agent: great!\nCustomer: Got it\nHuman Agent: Anything else I can help with?\nCustomer: Thanks \nHuman Agent: You're welcome! have a great weekend\nCustomer: All done \nCustomer: You as well\nHuman Agent: thanks!"]
["Customer: All of My devices were knocked off my wifi and now I can't them to reconnect \nCustomer: The wifi is working fine I need to connect devices\nCustomer: Device won't connect \nCustomer: Call\nCustomer: Talk to agent\nCustomer: Ok \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are the devices you're trying to set up flashing green?\nCustomer: Yes\nCustomer: I deleted on and tried to reconnect but I can't get any of the to\nCustomer: Them*\nHuman Agent: Okay. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\n\nCustomer: I have tried and tried to connect these things. That's why I am connecting support. I have had them for years\nHuman Agent: Okay, please follow the instructions listed above to connect them or at the end, I note that if they do not connect, to please take a screenshot of the QR code and send it here for me to check. \nCustomer: D/static_file/5bc92563c6_1_20240919142948.jpg\nHuman Agent: Please restart the camera, swap your phone to light mode so the background is not black, and then try again. \nCustomer: D/static_file/839f020dd9_1_20240919143534.jpg\nCustomer: Connection timed out\nHuman Agent: Okay, is this a 2.4Ghz network?\nHuman Agent: And does the camera go to a flashing blue when you show it the code?\nCustomer: Yes it's the same network it's been connected to. It does go flashing blue\nHuman Agent: Okay, please go to your wifi settings, forget your wifi network you're trying to connect them to, then reconnect when it pops back up. It will have you enter the wifi password to connect. If it does not reconnect or does not ask for the wifi password, please let me know. \nCustomer: Ok I went and forgot it but when I clicked back on it it did not ask for a password it just connected \nCustomer: I have blink cameras connected to it and they work fine. It's only the zmodo giving me issues\nHuman Agent: If it just reconnected without asking for a password you either did not forget the network or you do not have a password set on your network. Does your network have a password? \nCustomer: I always used one before. \nCustomer: I have starlink\nHuman Agent: Okay, if you have a password and didn't have to enter it in, that means you had not forgotten the network when you went to your wifi settings. Are you on an Android or an iOS phone?\nCustomer: Android \nHuman Agent: On android it may vary depending on android version, but you would typically either tap on the name of your wifi in the wifi menu or hit a settings gear next to it while connected and you should then go to additional options where you can forget the network via an option there. \nCustomer: I was able to get one to connect. Thank you. I am going to try to connect the rest\nHuman Agent: Okay. \nCustomer: Yes that's all I need. Thank you\nHuman Agent: Okay, have a good day!"]
["Customer: Set up\nCustomer: Hi Mira how to I reset a camera \nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Hello, good afternoon\nCustomer: I have a problem with the cameras, I can't configure them. Previously, they had told me that they were linked to another account. I received an email that they had already been unlinked, but to date I am still\nCustomer: The LED light is blue when scanning the QR code, until then it does not work anymore, it tells me that the time has run out\nCustomer: I already tried with both of them in different ways and neither of them recognizes the QR code.\nHuman Agent: Hi my name is Wendy.  What is the device ID on the camera?  The ID will be listed on a sticker on the camera, it will start with ZMD or GSG\nCustomer: D/static_file/118ed5c9a2_1_20250114141518.jpg\nHuman Agent: GSG5001C0064805 is the indicator light solid blue?\n\nCustomer: false\nCustomer: D/static_file/f6b8508b06_1_20250114141623.jpg\nCustomer: And this is the other one and in neither of the two does it recognize the QR code\nCustomer: Yes the light is solid blue\nHuman Agent: You are wanting the cameras connected to ferreirasanchez89@gmail.com right?\nCustomer: Yes to that email\nHuman Agent: one moment\nHuman Agent: Both cameras have been bound to your account.  If you refresh the screen or log out and back in again you will see the 2 cameras on your account.\nCustomer: Okay, let's see, I'll try.\nHuman Agent: ok"]
["Customer: I’m trying to connect my camera \nCustomer: I disconnect from my wifi still have the problem \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I’m paying for this service but is always a problem \nCustomer: I need to speak with an agent \nCustomer: Agent\nCustomer: D/static_file/90eb8ce016_1_20250220101540.jpg\nCustomer: Is blinking green but it doesn’t connect \nCustomer: I reset the button on the back and nothing \nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device to see what setup options it will accept, can you send me the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid. \nCustomer: D/static_file/13ff41cd5e_1_20250220101752.jpg\nCustomer: Did you received the picture?\nHuman Agent: Yes, it came in now, I will also need the Model\nCustomer: Zmd13GME2261949\nCustomer: D/static_file/439f27c2d3_1_20250220102253.jpg\nCustomer: How would I Know the model, here is another picture \nHuman Agent: I cant get the Model from the front, the model is on the sticker, its on the back of the camera\nCustomer: ZH-IXY1D\nHuman Agent: Okay, this camera uses the setup QR code, I would like for you to go through that setup, then show the code to this ZH-IXY1D camera and see how it reacts. Watch the lights as you hold the code, hold it for at least 1 minute and ignore the messages the app tells you saying its timed out.  \nCustomer: I sent you the model \nHuman Agent: If it does not turn solid blue take a screenshot of the QR code, send that to me in the chat and tell me how the lights reacted (what color they were, if it went solid or only flashed the entire time, ect)\nCustomer: Still flashed green \nCustomer: How would  get the QR code ?\nHuman Agent: You generate the QR code in the app in the QR code setup. Are you not going through that setup? I can send you the directions no problem if you are not familiar with that setup process. \nCustomer: Now is steady blue\nHuman Agent: That's a great sign, a solid steady blue means the device connected! are you able to name the camera now?\nCustomer: I generate the QR code and now the light is steady blue \nHuman Agent: That is fantastic, it shows on my end that you were able to add the camera and the camera now should be online, Try to see if you can view the camera live now. Its named Smart Device\nHuman Agent: You are free to quit the setup if you are still in the QR setup, it will be fine. Once your back to the device list just check for the device named Smart device, if you do not see it refresh the page then look again. \nCustomer: Let’s see\nCustomer: Thank you \nHuman Agent: Thank you as well, any other questions before we go?"]
["Customer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: Cameras flashing green will not connect\nCustomer: One cameras is\nCustomer: Other don't know till I take it off hpuse\nHuman Agent: All of the cameras on your account currently are online. What are the IDs of the cameras you need assistance with? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: I have two cameras not showing and one I have taken down and it is flashing green light\nHuman Agent: What are the IDs of the cameras you need assistance with? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: D/static_file/e33eff1e3e_1_20241211110830.jpg\nCustomer: Not all of your cameras came with that info I have 13 total and only 6 have that\nCustomer: D/static_file/8a157adb4a_1_20241211111003.jpg\nCustomer: Here is a better pic\nHuman Agent: There are 13 cameras already online on the account. Of them, only 4 may not have the ID on them or their bracket. This camera you've sent is not bound to the account currently and would be a 14th camera. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: This cameras was on my system\nHuman Agent: Okay. \nCustomer: Yeah 14 cameras this is one of them\nCustomer: D/static_file/ac154d0688_1_20241211111406.jpg\nHuman Agent: Okay, I had wanted to clarify as you previously said you have only 13 cameras. \nCustomer: Sorry I was missing one when I count but as you can see i have that one in hand it is flashing green light and have one other not showing in nvr but it is working \nCustomer: But this particular one will not link to anything\nHuman Agent: Okay. \nHuman Agent: Are you trying the instructions provided for QR code previously?\nCustomer: I have tried everything except zmd zap bc it will not show\nHuman Agent: You will need to go through the process I sent previously. I will send it again below. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nHuman Agent: This is what you would use for the flashing green camera you sent the ID of."]
["Customer: Mi cámara no quiere leer el código qr\n\nCustomer: No aparece el nombre del wifi de la cámara como hago para reiniciarla\nCustomer: La luz está azul \nCustomer: Pero no la veo en mi celular la cámara \nCustomer: Como reinicio mi dispositivo,ya que no se quiere conectar y tiene la luz azul\nCustomer: -1\nCustomer: Quiero volver a colocarlo en estado de configuración \nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon. ¿Cuál es el ID de la cámara en la que estás trabajando? La identificación debe estar en una etiqueta en el dispositivo o en su soporte, no tendrá guiones y generalmente comenzará con ZMD o GSG.\nCustomer: D/static_file/f7289ed13f_1_20250120164522.jpg\nCustomer: Ese es el modelo \nHuman Agent: Agregué la cámara a tu cuenta. Si la luz ya está fija en azul, abra la página de inicio de la aplicación y presione en vivo, luego presione el engranaje de configuración en la parte superior derecha, luego... en la parte superior derecha, luego toque la opción de versión del dispositivo para actualizar.\n\nCustomer: D/static_file/02b2318f2c_1_20250120164815.jpg\nHuman Agent: Agregué la cámara a tu cuenta. Si la luz ya está fija en azul, abra la página de inicio de la aplicación y presione en vivo, luego presione el engranaje de configuración en la parte superior derecha, luego... en la parte superior derecha, luego toque la opción de versión del dispositivo para actualizar.\n\nCustomer: Gracias \nCustomer: Por tu ayuda ya funciono \nHuman Agent: Actualmente tiene un firmware muy antiguo que no funcionará completamente en la aplicación. Querrá asegurarse de actualizarlo de la manera que mencioné para obtener una funcionalidad completa y es posible que deba realizar varias actualizaciones debido a la antigüedad del firmware actual."]
["Customer: Wi-Fi changed \nCustomer: I changed my WiFi password, how do I set my cameras up without having to scan them one by one again to connect to wifi \nCustomer: So I have to scan every camera from start again \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. If you do not want to do QR setup, your cameras can also use Zink setup. \n\nIn order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily."]
["Customer: Troubleshooting\nCustomer: Hello ???\nCustomer: Trouble get my other 2 cameras back online \nCustomer: I need further assistance \nCustomer: I had my tenant delete the cameras on my app. I had accidentally left my phone in the apartment upon leaving. I have 1 out of 3 back up, can You please help \nCustomer: I need to get the other 2 back up ... they have solid blue lights and I've unplugged them 4 or 5 times \nCustomer: I've reached out to customer service and the message says that there is no more in person support \nCustomer: Agent\nCustomer: Great !!! Thanks \nCustomer: I'm looking to see if You can restore the other 2 cameras from there ???\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We cant remotely make cameras come online, if they are offline you would have to troubleshoot with the device on sight directly there to get it back online. \nCustomer: It's Showing Driveway only under \" Port Norris \" \nCustomer: How do I get them to flash green ??? Instead of them remaining a solid blue \nCustomer: Do I need to delete the device or do a reset on the app ???\nCustomer: And what set up process is the easiest ??? Their 9 feet above the ground \nHuman Agent: If the cameras are a solid blue that means they are connecting to something, if you click live on the camera and cant view them that means the camera is connecting to something but not getting any internet. \nHuman Agent: do you have only 1 rotuer or do you use wifi extenders at all?\nCustomer: So how do I make them turn back to flashing green ???\nCustomer: WiFi extenders \nCustomer: And yes ... 1 router \nCustomer: I have multiple WiFi extenders \nHuman Agent: you would have to unplug whatever the cameras are connecting to to make them go back into setup mode and be able to be set back up again. \nCustomer: Um 😕 ... I have unplugged them, and they're still a solid blue\nCustomer: If I delete the device and reset them ... which one of the 4 device setups would be the easiest ??? And I'll leave You alone afterwards ... lol 😂 \nHuman Agent: that is not possible for a camera with no power to still be powering on.\nCustomer: No ... That is correct \nHuman Agent: are you perhaps maybe seeing the light reflecting off from the blue light and not it actually lighting up.\nCustomer: But I unplug them and then plug them back in \nCustomer: And their still a solid blue \nHuman Agent: you would unplug and leave the extender unplugged \nHuman Agent: you wouldnt want to reboot them or else they will reconnect.\nCustomer: Oh ...\nCustomer: How long would You suggest ???\nCustomer: And Thank You by the way in advance ...\nCustomer: QR Code or EZ scan or Legacy ???\nCustomer: Which would You recommend ???\nCustomer: I only have 3 cameras \nCustomer: Hello ??? 👀 \nHuman Agent: If the cameras drop offline to reconnect them again you would use the QR code setup as the main setup.\nCustomer: And if that doesn't work ??? Toss em ??? \nHuman Agent: If you are able to reboot all 3 first then do the QR setup, with that setup when one camera connects it tries to get others around it that are closer to come online, rebooting helps make them sensitive to pick up the signal. \n\nHuman Agent: If you have trouble with the setup at all your next step would be to take atleast one down closer to be by the router to setup, then see if the others further away come online from the one inside coming online.\nCustomer: Ok 👍🏻 \nCustomer: Thanks Again \nHuman Agent: Okay, If you have any more trouble don't hesitate to contact us again, we have live support Mon-Fri 9AM-8PM"]
["Customer: I'm trying to connect my Zmodo Mini WiFi Camera, but the zlink setup isn't working because the ZMD_SAP network never appears.\nCustomer: The network does not exist.\nCustomer: ZMD_SAP does not exist in the network options in the phone settings.\nCustomer: No, I mean it isn't detected at all.\nCustomer: Please connect me to a human.\nCustomer: I'm trying to connect my Zmodo Mini WiFi Camera, but the zlink setup isn't working because the ZMD_SAP network never appears.\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Sure, one moment\nCustomer: ZMD13DSE2201121\nCustomer: D/static_file/2ff2ab8d55_1_20241014145439.jpg\nHuman Agent: That camera will not make the ZMD_SAP network because it will use the QR Code setup. Can you please unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: It goes from solid green to blinking green\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: That worked, thank you!\nHuman Agent: You're welcome."]
["Customer: Need a agent\nCustomer: \n\nI have four Zmodo cameras, model ZP-IBH23-W, which were previously connected to my Wi-Fi network. Unfortunately, my wireless router was damaged, and the network no longer exists.\n\nI attempted to reset the cameras using the \"Add Device\" option when the blue light remained solid, connecting them through the same LAN. However, since this is a new router, the method did not work. I also tried adding them as new devices using the QR code method, but that was unsuccessful as well.\n\nAt this point, I am unsure of how to proceed. Could you please provide guidance on how to properly reset and reconnect my cameras to the new Wi-Fi network?\n\n\n\nHuman Agent: Okay, when you changed the rotuer, did you unplug the old router that you used previously? if the cameras on their own are going to a solid blue after you change the rotuer that would indicate theya re connecting to a network, I am leaning towards it being that the cameras are still detecting the old network and connecting to that, unless were the cameras flashing green or blue, then you did the setup with the net internet and thats when they turned blue? or do you recall when you saw the cameras were solid blue.\nCustomer: The old router no longer turns on. \nHuman Agent: you would want to make sure its unplugged and anything that would be pushing out that old network such as a wifi extender for instance is also unplugged."]
["Customer: Troubleshooting\nCustomer: My camera is not connecting \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Installed new fiber optic Wi-Fi router trying to change Wi-Fi connection to new network. How do I do that?\nCustomer: Don’t have any of the original instructions\nCustomer: -1\nCustomer: Again, just changed to fiber optic. I have a new Wi-Fi router need to connect to the new network not the old name.\nCustomer: What is the initial set up process?\nCustomer: What is the process?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I looked up your account and it looks like the cameras currently on the account can use the QR code setup or the Zink setup. I will send you the QR code setup for you to reconnect the camera first, one moment\nHuman Agent: QR code setup Directions:\n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\nHuman Agent: Let me know if you have any trouble and take a screenshot of the QR code so you can send that to me to review should you have any trouble with the setup."]
["Customer: Troubleshooting\nCustomer: Camera will not read qr code\nCustomer: The cord is exposed \nCustomer: Do I have to replace the cord or can I use a different cord\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You may use another cable of a similar length. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: 192HA12202\nHuman Agent: That doesn't seem to be a full ID. What is the full ID?\nCustomer: ZMD192HA12202\nHuman Agent: That doesn't seem to be the full ID. Some characters are missing. \nCustomer: ZK8BFS23NM\nHuman Agent: No, that is not it. The previous thing was the correct thing, you just had not provided the full thing. \nHuman Agent: As it would be 15 characters in length, but you provided only 13.\nCustomer: D/static_file/69a37cc39a_1_20250203174425.jpg\nCustomer: This is all I have \nHuman Agent: Thanks. It seems to be ZMD19I2IHA12202. So when you show the QR code, it does not go to blinking blue at all? \nCustomer: No \nHuman Agent: Can you send me a screenshot of the QR code you are using during setup?\nCustomer: D/static_file/35dcbaf521_1_20250203174707.jpg\nHuman Agent: Okay, please try taking the screenshot, zoom in on the QR code so it is larger and takes up more of the screen, but not so large that it is cut off, then try to show it again. \nCustomer: Ok\nCustomer: It goes from green to red \nHuman Agent: The red is the night vision from being too dark. It will need to be light enough for that to be off for it to read the code. \nHuman Agent: We will be closing in 10 minutes at 6pm CT. I would be happy to continue to assist you until then, but the chat will close at that time. If you would like a callback, you may schedule one via the button below. If you would prefer an email follow up instead, please let me know and provide an email you would like me to reach out on tomorrow. \nCustomer: I amnleaving for vacation and need this to be working\nCustomer: It's not blinking or anything \nCustomer: Hello\nCustomer: Hello\nHuman Agent: There are no lights at all?\nHuman Agent: We are currently unavailable for live chat support, but you can reach out to us via email support@smartz.cloud. Our new hours of availability are:\n\n- Monday to Friday: 9am to 12pm and 1pm to 6 pm CST\n* Excluding Holidays\n\nYou may also contact the chat outside of our hours again to speak to our AI chatbot Mira who can assist with some troubleshooting. I've also sent a callback scheduling form where you can click the button in the chat in order to schedule a callback for a future date if you'd prefer.\n\nThank you for understanding."]
["Customer: Camera will not find QR code\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: My camera won’t scan the QR code \nCustomer: 1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: My camera won’t come back on line can I speak with a live agent\nCustomer: Agent\nCustomer: I can’t get my cameras back on line the 3 rd and the BR cameras tried restarting internet equipment and restarting cameras \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: writing them down just a moment\nCustomer: ZMD241KH9002353\nHuman Agent: Lets start with that camera.\nHuman Agent: Can you unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: Or it may be ZMD24IKH9002353 unsure if it is a I or 1 the writing is small\nHuman Agent: Can you unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: I did the next # is zMD36JVI9200813\nCustomer: I can’t get them to come back online they were on\nHuman Agent: Yes, I understand. Lets work on one camera at a time. Which camera are you starting with?\nCustomer: The last # 54\nCustomer: I meant 2354\nCustomer: 2353\nHuman Agent: Alright, can you unplug the camera, plug it back in, and tell me what light you see on the camera when you plug it in?\nCustomer: I did\nCustomer: Flashing green light\nHuman Agent: Thank you.\nHuman Agent: The camera will use the QR Code setup to connect to the Wi-Fi network.\nHuman Agent: Are you using the Zmodo app or the meShare app?\nCustomer: I signed in to both because Zmodo wasn’t working \nCustomer: I can sign out of meshare\nHuman Agent: It does not matter which one you are using. It is just the method to get to the setup is different depending on which one you are using. Which app do you want to use?\nCustomer: I deleted meshare\nHuman Agent: So you are using Zmodo?\nCustomer: I unplugged them and they are still flashing green \nCustomer: I am only on Zmodo now\nHuman Agent: Yes, we have not done the setup yet. They will keep flashing green. I am asking you what app you are using so I can give you the setup instructions.\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Okay I will try and I will reach back out if it doesn’t work. Thanks.\nHuman Agent: You're welcome."]
["Customer: Troubleshooting\nCustomer: How do I connect cameras to wifi?\nHuman Agent: Hello, you've reached customer care. My name is Grant. The two cameras on your account will use the QR Code setup method to connect to your Wi-Fi network.\nHuman Agent: Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Troubleshooting\nCustomer: How do I change router WiFi settings \nHuman Agent: Hello, my name is Grant. To set up the cameras on your account to a new Wi-Fi network you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Set up\nCustomer: I'm having to change wife's. I deleted all the wireless cameras and now can't get them to reset up\nCustomer: Too late already deleted.  What now\nCustomer: I can get the cameras to reconnect \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're working on now? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \nCustomer: I don't know the #. I install many many of your cameras Helena is my rep.... \nCustomer: I can give you the email on the doctor clinic I'm working on\nCustomer: I deleted all the cameras and trying to reset up with a new wifi\nHuman Agent: Normally we would identify cameras based on the name you have given them, but since you have deleted them I would need to know the ID of the camera you're wanting to set up to get you accurate information for that specific device. \nCustomer: mandy@drericwright.com is the email on the account I'm at. I got 2 to reconnect..  I'm hot tired and pissed\nCustomer: Are you a real person or ai\nCustomer: Hello\nHuman Agent: Yes, that is the email you are contacting from. I am a real person. I would need to know the ID number so I can look up the camera to provide accurate information. We have many cameras with many set up methods and this account has had many cameras bound to it in the past. So to give you information for the cameras you're setting up, I would need to be able to identify which cameras you're working on. \nCustomer: D/static_file/95c30d6484_1_20240920144044.jpg\nCustomer: That type \nCustomer: Green, blink green, blue\nHuman Agent: What is the ID of the camera you're working on now? The ID should be on a sticker on the device or it's bracket and generally will begin with ZMD. \nCustomer: Ok hang on looking\nHuman Agent: Okay, thank you. \n\nCustomer: All cameras were working but needed to change wifi\nHuman Agent: Okay. \nCustomer: ZMD 19G1IHC08200\nHuman Agent: Thanks. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: I done this 40 time. I programed lost of cameras.. why would 2 cameras hook right back up and nothing else?\nCustomer: Lots\nCustomer: The net work must be 2.4... 2 of them did \nHuman Agent: There could be various reasons ranging from the cameras having trouble properly reading the code due to certain factors like sun glare on your phone screen to things like the wrong network being used this time during setup. \n\nI'm not sure what you mean. You're saying the network is 2.4Ghz because two set up on it? If so, yes, that would be the case if you're using the same network. \nCustomer: Does the account show them active and the ones that I deleted \nHuman Agent: I can see the IDs of the devices on the account and ones that were deleted if that is what you mean. \nCustomer: It is\nHuman Agent: Okay. Were you able to get the screenshot of the QR code?\nCustomer: Yes, many times sitting in the office I've got 3 on the table. Good wifi, mo sun???\nHuman Agent: I'm not sure what you mean. I had requested a screenshot of the QR code previously if it did not work. You have not sent the screenshot so I was checking whether you were able to get that screenshot. \nCustomer: Is it possible for you to readd all back to the account and change the password wifi at one time\nCustomer: Ok. Hang on\nHuman Agent: Offline devices have no internet access and therefore no way for me to communicate with them. I could add them back onto the account, but it would not help as they would still be offline. \nCustomer: D/static_file/e44828f73f_1_20240920145350.jpg\nCustomer: They would reconnect to the old wifi. Wouldn't they\nHuman Agent: Not if they've read the new code since then. Was this the same network you used to set up the other two then? I wasn't clear on that based on the previous messages. \nCustomer: No this is a new wifi network they are on the old one. It's still active\nHuman Agent: Okay, though you previously said 2 set up without issue, but not the others. In that case are you sure this is a 2.4Ghz network?\nCustomer: No not 100% sure. Let me call the building IT man.. I'll check thank you\nHuman Agent: No problem, let us know if you have further issues there once you have confirmed. \nCustomer: 10-4"]
["Customer: Hallo, ich habe ein Problem mit 4 meiner Kameras. Alle 4 lassen sich nicht mehr installieren über den QR Code.\nCustomer: Bei allen Kameras ist ein blaues Dauerlicht an \nCustomer: Aber nicht in meiner App zu finden \nCustomer: Die App findet die Kameras nicht\nHuman Agent: Hallo, Sie haben den Kundendienst erreicht, mein Name ist Kylie. Handelt es sich dabei um neue Kameras oder um Kameras, die Sie bereits eingerichtet haben?\nCustomer: Eine neue und drei die schon mal eingerichtet waren \nCustomer: ???\nHuman Agent: Okay, können Sie mir alle drei Kameramodelle und ID-Nummern schicken? Die ID beginnt mit ZMD und befindet sich auf den Aufklebern der Kamera.\nCustomer: D/static_file/52093881fa_1_20241216112611.jpg\nCustomer: D/static_file/e324eb7df2_1_20241216112629.jpg\nCustomer: D/static_file/e09ee8b200_1_20241216112648.jpg\nCustomer: D/static_file/5679924bd2_1_20241216112705.jpg\nHuman Agent: Lassen Sie mich einen Moment lang jedes dieser Geräte nachschlagen.\nCustomer: D/static_file/b51ea4318e_1_20241216112804.jpg\nCustomer: Diese geht auch nicht\nHuman Agent: Können Sie alle Kameras anschließen und mir Bescheid geben, sobald sie durchgehend blau leuchten?\nCustomer: 3 sind durchgehend blau und 2 durchgehend grün \nHuman Agent: Haben Sie die durchgehend grün leuchtenden Kameras gerade angeschlossen oder sind sie schon eine Weile angeschlossen?\nCustomer: Vor ca. 5 Minuten angeschlossen \nCustomer: Eine der Grünen blickt nun \nHuman Agent: Bei mir wird angezeigt, dass alle Kameras nicht online sind. Das bedeutet, dass alle Kameras, die durchgehend blau leuchten, eine Verbindung zu etwas herstellen, aber keine Internetverbindung haben. Haben Sie kürzlich Ihren Router oder Ihr WLAN gewechselt?\nCustomer: Nein \nHuman Agent: Wenn eine der Kameras so lange angeschlossen war und immer noch durchgehend grün leuchtet, liegt in der Regel ein Kabel- oder Stromproblem vor. Können Sie das Kabel dieser Kameras durch ein anderes ersetzen, das überhaupt durchgehend blau ist?\nHuman Agent: Haben Sie WLAN-Extender, die Sie mit den Kameras verwenden, oder nur mit dem Router?\nCustomer: Ich versuche es! \nIch geben Bescheid! \nHuman Agent: Okay\nCustomer: Über das WLAN vom Router \nCustomer: Eine weitere ist nun mit dem neuen Kabel auch blau, eine weiterhin grün \nHuman Agent: Es hört sich so an, als ob das Kamerakabel dann defekt sein könnte. Sie sollten das Kamerakabel durch ein anderes ersetzen, damit es online geschaltet werden kann. Das andere Problem besteht jedoch darin, dass die Kameras, obwohl sie keine Verbindung zum Netzwerk herstellen, kein Internet empfangen. Möglicherweise verhindert die Firewall des Routers jedoch, dass sie Internet vom Router erhalten. Sie müssten die Einstellungen des Routers überprüfen, um dies zu überprüfen Schalten Sie die Firewall ein und versuchen Sie, sie zu deaktivieren oder die Einstellungen anzupassen, damit die Kameras auf das Internet zugreifen können.\nCustomer: Wir haben noch 5 weitere, Baugleiche Kameras über den gleichen Router laufen, diese funktionieren ohne Probleme! \nHuman Agent: Sie können vielleicht versuchen, einfach den Router neu zu starten, aber wenn die Kameras durchgehend blau leuchten, bedeutet das, dass sie sich mit etwas verbinden und dass etwas ihnen den Zugriff auf das Internet nicht erlaubt. Router tun dies nicht immer für alle Geräte, manchmal kann die Firewall dies tun nur wenige ins Visier nehmen,\nCustomer: Haben wir schon gemacht \nCustomer: Es funktionieren ja schon 5 andere Kameras in diesem Netz \nHuman Agent: \nOkay, wenn Sie das noch nicht getan haben, können Sie nur noch die Firewall des Routers überprüfen, um dieses Problem zu beheben. Überprüfen Sie, ob Geräte blockiert werden. Wenn dies nicht der Fall ist, versuchen Sie, die Firewall zu deaktivieren Danach starten Sie den Router und dann die Kameras neu, sobald der Router wieder online ist."]
["Customer: Hellow\nCustomer: I need a setup guide for the ZP-IBI13-W camera\nCustomer: what does the external switch do?\nCustomer: I have lost the manual\nCustomer: ZP-IBI13-W\nCustomer: Please give me a link to the setup guide\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 13JG15IU0062D4U\nCustomer: Is there a default IP address?\nCustomer: Are you there Grant?\nHuman Agent: That camera uses the IPC Search. That camera is not compatible with the Zmodo app and is no longer supported. \nCustomer: Have you any old software that will support it?\nCustomer: Is there a default IP address?\nHuman Agent: You can try using the Zsight app. But that app is not supported, so you may run in to issues with it on your phone or tablet.\nCustomer: What is the default IP address?\nHuman Agent: There is not a default IP Address. It would be assigned by your router.\nCustomer: ok ta\nCustomer: will it sent out a dhcp request?\nHuman Agent: If you plug it in to your router with an ethernet cable, then yes it should get an IP Address through DHCP.\nCustomer: please send me instructions for this device to show the external switch functionality\nHuman Agent: As I mentioned, that device is no longer supported. \nCustomer: What name does the device show to the network if it connects?\nCustomer: Can you not just tell me what the external switch does?\nCustomer: long press/ short press etc\nHuman Agent: I do not know what external switch you are referencing.\nCustomer: As well at the ethernet connection and the power connection, there is also an external switch.\nCustomer: Have not got any old user guides you can send me?\nHuman Agent: Can you send a picture of the switch you are referencing? That sounds like it may be a reset button.\nHuman Agent: No we do not. That camera is no longer supported.\nCustomer: I need to know what short/long presses do\nHuman Agent: I need to know what switch you are referencing. Can you send a picture of what you are talking about?\nHuman Agent: Because it sounds like either a reset button, or it may just be a switch that lets you remove the connections."]
["Customer: Set up\nCustomer: Our isp changed our router, and I am having difficulty getting our Zmodo cameras connected.I have tried the QR code method and the Zink method. With the QR code, the camera is not reading the code.\nCustomer: When I start the QR code method, the camera is blinking green. During the process, it sometimes goes to solid blue, sometimes it goes to no lights. I do not get a message from the voice instructions to move to the next step.\nCustomer: I followed all of the above instructions. The camera switched between blinking green and blinking blue. After a while, the voice says \"connection timed out.\" I have tried several times, with multiple cameras with the same result. I am sure I am entering the password correctly, and the phone is on the 2.4 network. The phone is bright, and there is plenty of light in the room. The camera is in the same room with the router.\nCustomer: It shows \"unknown ssid.\" How do I enable location  or permission? Note: the cameras all worked perfectly with my previous router.\nCustomer: On location permission, should \"precise location\" be on or off?\nCustomer: I prefer privacy. I just need the cameras to work, to enable me to see what's oon the cameras with the Zmodo app.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If it says Unknown SSID when you go through the setup that would mean a vital permission is currently off or that your phones location is off. You can always change it back to off after the setup its just a thing that if that's off the app cant tell what Wi-Fi your connected to and it says Unknown due to this and interferes with the setup.\nCustomer: OK. I followed the instructions for location and permission, but I need further help as it still says \"unkown ssid.\" Please walk me through permissions, as I must be doing something wrong.\nHuman Agent: Are you perhaps able to take a screenshot of what permissions for the app show allowed, and not allowed? also Do you have an android or an apple phone?\nCustomer: -1\nCustomer: Didn't I lose Kylie?\nCustomer: I have followed all of the instructions. I need someone to walk me through granting permission, as it still says unknown ssid. That's the problem, and I am sure it can be fixed, as the cameras all worked fine with the old router.\nCustomer: All of the above are done. Still no progress.\nCustomer: -1\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: I need an agent.\nCustomer: Set up\nCustomer: -1\nCustomer: Set up\nCustomer: Set up"]
["Customer: Cant connect to wifi extender \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: My Pivot is not accepting the QR code\nCustomer: -1\nCustomer: My pivot is an older model. Could that be an issue?\nCustomer: How can I contact a customer support agent?\nCustomer: Thanks Grant. \nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: My FCC ID: ZK8-BFS23NM\nZMD121S15228728\nCustomer: ZMD121S15228728\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: It starts solid green, then turns to a flashing green light. \nCustomer: I believe it is a legacy device. \nHuman Agent: Could you please check your phone's Wi-Fi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: No… it’s not showing up. \nCustomer: Oh yes! Just appeared. \nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home Wi-Fi network name (SSID) and Wi-Fi password. Afterwards, you will need to connect your phone back to your home Wi-Fi network to access the camera.\nCustomer: Ok. Trying now."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Changing WiFi\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: I have 4 new cameras. One one is set up.  The other 3 aren't connecting. \nCustomer: Help setting up cameras\nCustomer: -1\nCustomer: Camera not reading qr code\nCustomer: Yes\nCustomer: I said the blue light is on amd red lights all around still not connecting\nCustomer: Connect me to a person \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. When you say there is a blue light, is it solid blue or flashing blue?\nCustomer: Solid\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: false\nCustomer: Gsg5001c0134811\nCustomer: Is that it?\nHuman Agent: Yes, that is the Device ID. You will want to try to add it to your account with a LAN Search in the app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Smartz Eaze app and tap on Devices and then Add Device. Tap on the four squares in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: Ok plz hold while I try \nCustomer: They are working \nHuman Agent: That is great. I am glad that the LAN Search worked. Do you have any other questions?"]
["Customer: talk to agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. How may I assist you today?\nCustomer: Hi Kylie working with you earlier my camera is not connecting with my wifi\nCustomer: i have spectrum router same ssid for 2.4 and 5ghz network\nCustomer: D/static_file/55607cdee3_1_20250207133846.png\nHuman Agent: You are contacting as a guest, I am not able to review previous chats for guest contacts. Can you tell me what issue you are having with the camera more and elaborate further.\nCustomer: Yes eariler its not shown the zmd sap id after reconning all cable it start working and showing zmd id but i tried more than 1 hour to connect with my wifi its not connecting with my wifi only flashingb green\nHuman Agent: Okay, were you able to connect to the ZMD_SAP network then start the setup, then get to the area where it asks for your wifi name and password or does it not move forward from the page where it asks you to connect to the ZMD_SAP network\n\nCustomer: its moving forward from that like waiting for camera \nCustomer: then nothing appear on that list\nHuman Agent: Okay, is your phone an android or an apple phone?\nCustomer: andriod\nCustomer: android\nHuman Agent: Okay, can you go into yoru phone settings, and turn off Celular data/Mobile data in the phoens settings then try the setup again. When Cellular data is on that typically can cause the list to appear blank so turning it off can solve that issue. If you do the setup again after that and for any reason its still black let me know\nHuman Agent: blank* not black.\nCustomer: sure\nHuman Agent: Okay"]
["Customer: Troubleshooting\nCustomer: My phone won't connect to my cameras\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Zmodo\nHuman Agent: Hi my name is Wendy\nHuman Agent: What is the device ID on the camera you are wanting to setup? The device ID will be listed on a sticker on the camera and will start with ZMD or GSG\n\nCustomer: No qr code\nCustomer: Zmd\nHuman Agent: You don't have a QR code?  What is the device ID on the camera you are wanting to setup? The device ID will be listed on a sticker on the camera and will start with ZMD or GSG\nHuman Agent: Please provide the entire ID\nCustomer: ZMD12k147223308\nHuman Agent: ZMD12KI47223308 uses Zink setup.  Is the indicator light on the camera blinking green right now?\nCustomer: Yes\nHuman Agent: ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step."]
["Customer: New WiFi, not connecting please help\nCustomer: Nothing is working… who can I call, please?\nCustomer: Customer care agent phone number \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit Devices on the home page and then choose the Add Device option.\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Troubleshooting\nCustomer: Cameras stopped working\nCustomer: 1\nCustomer: Yes\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: Hello. Zmd_sap is not showing up on my networks \nCustomer: Yes the actual ZMD_SAP is not showing up. \nCustomer: I understand that. The thing is it's not showing up at all\nCustomer: I understand the ZMD does not have internet. The problem is its not showing up physically available. It doesn't exist\nCustomer: -1\nCustomer: I understand the ZMD does not have internet. The problem is its not showing up physically available. It doesn't exist\nCustomer: Hello thank you\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: ZMD33HPE3218061\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code.\n\nCustomer: I tried already but let me try again before you leave.\nHuman Agent: Let me know if it changes to flashing only blue when you show it the QR code. \nHuman Agent: If it does not work please send me a screenshot of the QR code you are using. \nCustomer: It worked!\nCustomer: Thank you for your help\nHuman Agent: I'm glad that worked! I hope you have a good day!\nCustomer: You too thank you"]
["Customer: Troubleshooting\nCustomer: How do I change my cameras to a different wifi\nCustomer: I don’t have my user manual \nCustomer: What is the official website \nHuman Agent: Hello, you've reached customer care, my name is Kylie. You have a user email, its your login email which is \njdewey3@gmail.com. However the chat AI mira misunderstood your question, to reconnect the cameras again you would go through the setup from the app.\nHuman Agent: The setup your cameras use is the QR code setup, are you familiar with that setup?"]
["Customer: Issue connecting a device \nCustomer: Further assistance \nCustomer: Agent \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the device you're trying to connect? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Hi. I have been unable to connect one of my Zmodo camera ever since I bought it\nCustomer: The ID is \nCustomer: ZK8BFS23NM\nHuman Agent: That is not the ID. The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Sorry. \nHuman Agent: No problem. \nCustomer: 14DIDAOOO110\nHuman Agent: Is it possibly ZMD14DIDA000110?\nCustomer: Yes\nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: I did all these steps already \nCustomer: It is the only device I have not been able to connect \nCustomer: All other 8 cameras works fine \nHuman Agent: Okay, did it go to blinking blue when you showed the code at all? Are you able to send the screenshot of the QR code I requested at the end of my instructions? \nCustomer: Please hold\nHuman Agent: Okay."]
["Customer: Set up\nCustomer: How do I relink my camera \nCustomer: Set up\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Speak to service person \nHuman Agent: What is the ID of the camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Zmd13itec218627\nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nHuman Agent: Did you see the instructions in my previous message?"]
["Customer: Need assistance in downloading smarte ease app. We have an old Zmodo system and it keeps trying to  find our old cameras\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the model of the Zmodo system?\nCustomer: We can’t hook up our new cameras to our Wi-Fi, we have 8 Zmodo cameras that stopped working because the router stopped working. We were told that you now longer sold the router that we needed so we purchased 2 new cameras that we could just activate with our internet \n\n\nHuman Agent: Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 1080p full HD Indoor/Outdoor security cameras 2 pack\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: 2ZMD 19g4ih402110\nCustomer: Blinking green \nHuman Agent: Do you have the Smartz app already installed? \nCustomer: We tried to do that but we had 8 Zmodo cameras before and the router stopped working, we were told that you no longer sold the router so we bought 2 new cameras. We downloaded the smarts app but it is finding our old 8 cameras and will not install the new cameras\n\nHuman Agent: Did you sign up with a new account or just used the old Zmodo account to sign in? \nCustomer: Signed up for a new account \nCustomer: But it doesn’t work \nHuman Agent: Do you want me to remove the devices off this account? \nCustomer: Can they be used \nHuman Agent: The cameras can function with out the NVR if they show signs of power and connect via wifi \nCustomer: How do you connect them to Wi-Fi, they are blinking green\nHuman Agent: Could you please check your phone's WiFi settings and see if you can locate the wireless network named 'ZMD_SAP'?\n\nCustomer: Yes I see it\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\n\nCustomer: Yes\nHuman Agent: Are you able to try that Zink process on the Zmodo app or if you need the instructions for Smartz let me know."]
["Customer: I have two new cameras connected but I can’t find them on my devices \nCustomer: Where do I find this \nCustomer: Set up process on account for new cameras \nCustomer: Phone number \nCustomer: Agent\nCustomer: Customer care agent\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Gsg5001c\n0132919\nHuman Agent: That camera is already on your account and it is online. It is on your account named \"Smart Device\". If you do not see it, then you will want to restart your app.\nCustomer: Ok I’ll try that"]
["Customer: Changing Wifi\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nHuman Agent: Hi my name is Wendy\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: Add device\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG\nCustomer: Agent plz\nHuman Agent: I am an agent.  what is the ID on the camera you are wanting to setup?\nHuman Agent: D/static_file/e323910336_1_20241003145550.png\nHuman Agent: The ID may look like this attached picture\n\nCustomer: Ok I got it. Ready\nHuman Agent: ok what is the ID?\nCustomer: Zmd19i2ih403788\nHuman Agent: ZMD19I2IH403788 can use Zink or QR code setup.  Is the indicator light blinking green?\nCustomer: We are having problems with the qr code setup \nHuman Agent: What color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: When I look at it, it's red\nHuman Agent: The red light is the IR night vision light.  You should see a green or blue light that is either blinking or solid.\nHuman Agent: cup your hands around the lens to see the indicator light easier\nCustomer: Oh I see a blue light\nHuman Agent: is the blue light blinking or solid?\nCustomer: Solid. The red blinks like every 20 to 30 seconds\nHuman Agent: Solid blue means the camera is connected to something on your network.  Do you have more than 1 router at the location? or any wifi extenders/boosters that it may be connecting to?\nCustomer: D/static_file/978e1d97b2_1_20241003150126.jpg\nCustomer: We removed the device and reset our router yesterday. \nHuman Agent: Solid blue means the camera is connected to something on your network.  Do you have more than 1 router at the location? or any wifi extenders/boosters that it may be connecting to?\nCustomer: We have 3 other cameras connected to the network.\nHuman Agent: yes I see 3 other cameras.\nCustomer: And we have tvs and tablets and phones \nHuman Agent: ok\nHuman Agent: do you have any wifi extenders or boosters?\nCustomer: Yes.\nHuman Agent: please unplug them then check if the indicator light on camera ZMD19I2IH403788 starts blinking green\nCustomer: We did that yesterday and it still is not working. \nHuman Agent: did the indicator light switch to blinking green with the extenders/boosters unplugged?\nCustomer: No nothing yesterday. Today no.\nHuman Agent: You just have 1 router plugged in at the location? no old routers plugged in but not working?\nCustomer: No\nHuman Agent: unplug your router then check if the indicator light switches to blinking green with the router unplugged.\nCustomer: But we did all that yesterday \nHuman Agent: okay you mean you were working with an agent here?\nCustomer: No. We typed in troubleshooting, and it gave us directions on what we should do.....\nHuman Agent: okay could you please unplug your router again then check if the indicator light switches to blinking green with the router unplugged.\nHuman Agent: let me know what the indicator light does with the router unplugged from power\nCustomer: Listen I guess we have to leave somewhere right now. We will unplug it again when we get back and check the light on it\nHuman Agent: ok - live agents are available here on live chat until 6pm CT M-F if you want to contact us back."]
["Customer: Can i have Wendy m\nCustomer: Agent\nCustomer: Agent\nCustomer: Agent\nCustomer: AGENT\nHuman Agent: How can I assist you?\nCustomer: D/static_file/1350fb1f47_1_20250103094358.jpg\nCustomer: I have 2 cameras i cant get to hook up again. \nHuman Agent: Alright, we can start with that camera. Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: D/static_file/5340d17ac6_1_20250103094510.jpg\nCustomer: One is flashing green and won't send wifi to see \nHuman Agent: The cameras will use the QR Code setup, so they would not broadcast the ZMD_SAP network. Which camera are you starting with?\nCustomer: Neither will use or code. I just hooked up camera 166 in house and it worked then took to shop and cant get it to show up\nHuman Agent: Okay, I understand. Lets go through this and see why the cameras may not be connecting. Which camera would you like to start with first?\nCustomer: Can you please call me 7124500072. I cant look at app and setup at same time.  Start with 166\nHuman Agent: You can tap on Schedule Call to make a callback appointment if you would like.\nCustomer: Where is that?\nHuman Agent: If you want to work with me in the chat, then can you unplug that camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nHuman Agent: Where is the Schedule Call button? It is in the chat right above the message.\nCustomer: I just plugged it back in. Waiting for any lights\nHuman Agent: If the camera is powering on, then there will be a solid green light in the camera as soon as you plug it in.\nCustomer: No light\nCustomer: Was flashing green \nHuman Agent: So there was a light in the camera after you plugged it in?\nCustomer: No it was plugged in from yesterday and flashing green. I just unplugged it and plugged back in and now no light\nHuman Agent: Is the device plugged in to an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: Wall\nHuman Agent: You can try plugging it in to a different outlet. The other thing to try would be using another power adapter and cable. The camera uses a 5V1A power adapter. The ideal way to test would be using a power adapter and cable from a working camera, if possible.\nCustomer: Ok i switched power cord from another camera and now it's flashing blue\nCustomer: Now flashing green\nCustomer: Now blue\nHuman Agent: Alright, that means it is ready for setup. It will change between flashing green and flashing blue.\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: It won't use qr code or zlink\nHuman Agent: It will not use the Zink setup, so you do not need to try that. Lets do the QR Code setup here. When the light is flashing green, hold the phone screen close to the Zmodo camera and pull it back. Watch the light in the camera and let me know if it changes.\nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the Zmodo camera?\nCustomer: Do i use 2.5 or 5g\nHuman Agent: The camera will connect to the 2.4 GHz Wi-Fi network.\nCustomer: D/static_file/a6efdfa6c8_1_20250103100522.jpg\nCustomer: Won't change from flashing blue\nHuman Agent: Alright, and you are showing the QR Code to the Zmodo camera when the light is flashing green?\nHuman Agent: Are there any cracks or scratches in the phone screen or on a screen protector (if there is one)?\nCustomer: Not really scratched.  All other times I have had help hooking up we used zlink?\nHuman Agent: There are other cameras on your account that use the Zink setup, but this camera does not use Zink.\nCustomer: Well this one won't hook up\nHuman Agent: You are showing the QR Code to the Zmodo camera when the light is flashing green, correct?\nCustomer: Yup\nHuman Agent: Can you go to the Wi-Fi settings on your phone and tap on the Wi-Fi network or the settings button next to it? That should take you to the settings for the Wi-Fi network. You can tap on Forget or Forget this network. That will disconnect you from the network and it will show in the list of available networks. You can tap on it and enter the Wi-Fi password to reconnect. Also doublecheck that it is your 2.4 GHz network.\nCustomer: Now I cant get anything to hook up with my password\n\nHuman Agent: You are not able to reconnect your phone to the Wi-Fi network?"]
["Customer: Hi i had to cancel my subscription as my camera will no longer connect to my network. I would like to request a refund\nCustomer: Agent\nCustomer: Agent\nCustomer: “Agent”\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Agent\nCustomer: “Agent”\nCustomer: Thank you Dillion \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Cloud service is non-refundable, but we'd be happy to assist with troubleshooting with your device if you would like. \nHuman Agent: What is the current indicator light status on your camera? I'll need to know the color and whether or not it is blinking. \nCustomer: Ok I cannot get the divine to connect to my smart wifi\nHuman Agent: What is the current indicator light status on your camera? I'll need to know the color and whether or not it is blinking. \n\nCustomer: Just a moment\nHuman Agent: Okay. \nCustomer: Just plugged it back in\nCustomer: Red circle with blue light\nHuman Agent: Okay, it should start with a solid green light, then go to blinking green. From there it may go to blinking blue and potentially solid blue. The red would just be the night vision lights. Is the blue light blinking or solid?\nCustomer: Solid blue\nHuman Agent: Okay, did it start solid blue or did it go solid green, then blinking green, then blinking blue, then solid blue? And what is the ID listed on the camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Yes started solid green then to blinking blue then solid blue\nCustomer: D/static_file/a3f14f8fc5_1_20241125172324.jpg\nCustomer: ZMD14IQHE202833\nHuman Agent: Thanks. So solid blue indicates it's connected to wifi, but it's currently offline. So it's either connected to an old network or potentially blocked by the router's firewall or something like that. Do you have any old routers or wifi extenders that may be broadcasting an old network?\nCustomer: I just unplugged my extender\nCustomer: Flashing green now\nCustomer: Flashing blue\nHuman Agent: Okay, now that it is off of the old network, you can set it up on your new one. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: Flashing green\nHuman Agent: Okay, please go through the QR setup described in my previous message. \nCustomer: My wifi is a smart Wi-Fi\nCustomer: 5ghz\nCustomer: But should connect as 2.5 also\nHuman Agent: You would need to use a 2.4Ghz network. Modern routers should have the ability to broadcast that. If they both have the same name and password, that's totally fine as well. \n\nCustomer: I do not have a 2.5 option\nCustomer: I got new equipment and the router settings is a smart wifi\nHuman Agent: Unless you've specifically disabled the 2.4Ghz band for some reason, you likely just have both under the same name and password. Do you have only one network listed for your current router? If so, unless it specifically denotes that it is 5Ghz in it's name, you should likely be able to use it for the setup. \nHuman Agent: Unless you've specifically disabled the 2.4Ghz band for some reason, you likely just have both under the same name and password. Do you have only one network listed for your current router? If so, unless it specifically denotes that it is 5Ghz in it's name, you should likely be able to use it for the setup. \n\nCustomer: I only have one option and it does not say 5Ghz\nCustomer: I will try agian\nHuman Agent: Okay, you can likely use that network. \nCustomer: Yea camera will not scan the QR code\nCustomer: It is flashing green\nCustomer: Now flashing blue\nHuman Agent: Reading the code should mean going to flashing blue when shown the code. Were you able to get the screenshot of the QR code?\nCustomer: No it did not tell me it was connected\nCustomer: Trying again\nCustomer: Yes I did get QR code\nCustomer: Nothing\nHuman Agent: Okay, are you having trouble sending it in the chat? If so, I could provide alternative options to send it over as I mentioned. \nCustomer: Keeps timing out\nCustomer: D/static_file/c3f36d51fa_1_20241125174132.png\nHuman Agent: Thanks. I don't see any immediate visual issues. Please go to your wifi settings on your phone, forget your network, then attempt to reconnect. It will ask for the wifi password to reconnect. If it does not ask for it, the network was not forgotten. After you have re-entered the wifi password, let me know if you are able to reconnect. \nCustomer: Ok trying now\nHuman Agent: Okay. \nCustomer: Trying to reconnect\nHuman Agent: Okay. \nCustomer: Keeps telling me I am entering wrong password. But I am not\nCustomer: I will keep trying\nCustomer: Ok back on my wifi\nCustomer: Gonna try to connect again on camera\nHuman Agent: Okay, were you able to figure out the issue with the password then? If so, you'll need to go back through setup using the same password you just were able to reconnect with. \nHuman Agent: We will be closing in 10 minutes at 6pm CT. I would be happy to continue to assist you until then, but the chat will close at that time. If you would like a callback, you may schedule one via the button below. If you would prefer an email follow up instead, please let me know and provide an email you would like me to reach out on tomorrow. \nCustomer: Ok looks like it finally connected. \nHuman Agent: Wonderful, anything else I can help with now?\nCustomer: No sir. Thank you so much I will work on the second one tomorrow\nCustomer: If I unplug and reconnect it should be good right?\nHuman Agent: Yes, so long as the place you reconnect it is still within range of the router. \nHuman Agent: We are currently unavailable for live chat support, but you can reach out to us via email support@meshare.com. Our new hours of availability are:\n\n- Monday to Friday: 9am to 12pm and 1pm to 6 pm CST\n* Excluding Holidays\n\nYou may also contact the chat outside of our hours again to speak to our AI chatbot Mira who can assist with some troubleshooting. I've also sent a callback scheduling form where you can click the button in the chat in order to schedule a callback for a future date if you'd prefer.\n\nThank you for understanding."]
["Customer: Set up\nCustomer: camera not connecting using qr code\nCustomer: need further assistance\nCustomer: qr code doesnt work\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera you are trying to setup or one that was used in the past? can you send me the cameras Model and ID number as well I will lookup info on it. the ID will start with ZMD or GSG on the sticker\nHuman Agent: not the fccid. \n\nCustomer: this is one i used in past\nCustomer: sh75doo1-wa\nHuman Agent: Okay, Once I have the cameras ID and Model I will be able to look it up in the system. \nCustomer: i dont see the id on the camera\nHuman Agent: Okay, I was not able to find that model in our system, can you take a picture of the cameras sticker and send that to me instead for me to review. \nCustomer: D/static_file/c96e158368_1_20250310113906.jpg\nHuman Agent: Do you have the cameras bracket at all? the ID sticker may be on that cameras bracket.\nCustomer: bought these from amazon awhile back\nCustomer: D/static_file/4e5148d524_1_20250310114037.jpg\nCustomer: i dont see it on the bracket\nCustomer: maybe my old account will work instead?\nHuman Agent: We have several models of Mini cameras that can look similar, That number on the listing is not the Model for any of the Mini Wi-Fi cameras it may be that they just put the FCCID number on the listing name and not the Model.  Some models will have the ID number on a sticker with a barcode on the bracket, and some it will be directly on the camera. \nHuman Agent: If you had it bound to your old account in the past, I can look it up and see if the camera is still attached to that account, or see if it tells me what the model and ID number are from there. What was the email you used for your old account? \nCustomer: D/static_file/956a3fe085_1_20250310114352.jpg\nCustomer: try mharding_76@hotmail.com\nHuman Agent: Okay, One moment while I look up that account. \nHuman Agent: No there are no cameras bound to that account and it doesn't show any previously bound devices to me. I would like to try having you do a test with the camera. Right now can you unplug the camera, Plug it back in then go to your phones Wi-Fi settings, and when the camera is flashing green or blue check the available Wi-Fi networks and tell me if you see a Wi-Fi named ZMD_SAP at all \nCustomer: yes\nCustomer: sorry\nCustomer: D/static_file/3fcb31ddc8_1_20250310115549.jpg"]
["Customer: Spanish\nCustomer: 1\nCustomer: Ok\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: No funciona\nCustomer: No puedo activar las cámaras nuevas ..no se activan como indica la app\nCustomer: No puedo activar cámaras nuevas a través de la aplicación..no se conectan al  wifi\nCustomer: Spanish please\nCustomer: Agente\nCustomer: Ok gracias \nHuman Agent: ¿Podría darme el ID del dispositivo de la cámara con la que estás trabajando? Debería comenzar con ZMD y debería estar en una pegatina blanca en la cámara o en el soporte, normalmente debajo de un código de barras.\nCustomer: Ok\nCustomer: ZMD19G41H402951.     ZMD19G41H402968.   son 2 cámaras diferentes \nHuman Agent: Comencemos con una cámara. ¿Con qué cámara quieres empezar?\nCustomer: Con la primera\nHuman Agent: ¿Puedes desconectar la cámara, volver a enchufarla y decirme qué luz ves en la cámara cuando la vuelves a enchufar?\nCustomer: La q termina 2951\nHuman Agent: ¿Puedes desconectar la cámara, volver a enchufarla y decirme qué luz ves en la cámara cuando la vuelves a enchufar?\nCustomer: Ok\nCustomer: Verde\nHuman Agent: ¿Es verde fijo o verde intermitente?\nCustomer: pase a la banda 2.4 ghz del módem. \nHuman Agent: ¿La luz de la cámara está fija en verde o parpadea en verde?\nCustomer: Parpadea \nCustomer: En verde\nHuman Agent: Para configurar la cámara, utilice el método del código QR. Abra la aplicación y haga clic en el ícono \"+\" en la esquina superior derecha, luego seleccione Código QR. Elija \"Iniciar instalación\" o \"Siguiente\" en la parte inferior de la pantalla para iniciar la configuración. Siga las instrucciones en pantalla, ingrese su contraseña de WiFi (recuerde que distingue entre mayúsculas y minúsculas) y toque \"Siguiente\". Se generará un código QR. Alinee la lente de la cámara con el código QR en la pantalla de su teléfono, dejando aproximadamente 8 pulgadas de espacio entre ellas.\nCustomer: Ok voy a probar si funciona ya lo e hecho varias veces antes\nCustomer: Tengo salir del chat no\nHuman Agent: Sí, puedes salir del chat y volver al chat. Cuando muestre el código QR en la pantalla de su teléfono a la cámara, mantenga la pantalla del teléfono cerca y retírela de la lente de la cámara. Observe la luz y avíseme si deja de estar verde intermitente."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Set up\nCustomer: New router.\nCustomer: -1\nHuman Agent: Hello, my name was Grant. You will need to do the initial setup method to connect the cameras to the new network. \nHuman Agent: To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I'm working on the instructions you gave."]
["Customer: Set up\nCustomer: I moved for about 13 months and had my internet shut off. Now I have been moved back about 20 months and am trying to set up my cameras again.\nCustomer: I did try to set them back up, however I do not recall the precise way I set them up last time. I do recall having 2 different wifi names and passwords last time. 1 for 5g and 1 for the 2.4g. I was trying to figure out how to do that again, but I am stuck.\nCustomer: 1\nCustomer: I just connected my computer to the wifi and it says it is on 2.4ghz network band.\nCustomer: They are already screwed to my house.\nCustomer: The cameras are already in place, therefore they cannot be in the same room as the wifi router\nCustomer: Could the cameras be out of date and no longer supported or working?\nCustomer: Can I send the cameras I have in to be replaced, or do I have to but new cameras?\nCustomer: Correction...Can I send the cameras I have in to be replaced, or do I have to buy new cameras?\nCustomer: I tried that already\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: 33D1E8208077\nCustomer: D/static_file/1f169ad145_1_20241007113603.jpg\nHuman Agent: That camera will use the QR Code setup. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: I did try that, but there was never any light that came on on the camera\nHuman Agent: There will be a green or blue light on inside of the camera when it is powered on. You would want to look in the front of the camera to see the light. You may need to bring the camera down as it may be hard to see and setup with it mounted, especially if it is bright outside.\nCustomer: I waited a minute or so and clicked next anyway, showed the qr code to the camera and nothing happened.\nCustomer: Okay.  I will look again for the light."]
["Customer: Troubleshooting\nCustomer: Set up\nCustomer: Camera will not connect. Continues to be blinking green after QR code set up. Reconnected Wi-Fi.\nCustomer: Have done everything on the list. Except reconfigure camera. How do I do that?\nCustomer: How do I get the cameras app or Web interface?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I scanned over the chat that you had with our chat bot ehre and it looks like your having trouble connecting a camera, is this a new camera or one you had previously set up before?\nHuman Agent: for the setup as well you can only use the mobile app not the web app. The web app is only used for viewing the cameras video or another place to subscribe from . \nCustomer: Still here, still having trouble blinking green after Q code set up. I tried user.zmodo.com. I couldn’t figure it out.\nHuman Agent: for the setup as well you can only use the mobile app not the web app. The web app is only used for viewing the cameras video or another place to subscribe from . \nHuman Agent: Is this a new camera or one you had previously set up before?\nCustomer: I have three different cameras. One has no lights, one has solid green, one has blinking green. I’m working with the blinking green camera. They are all ones that we have used before. How do I get to the mobile app. Is that the one with the QR code set up?\nHuman Agent: the mobile app is the zmodo app, is that the one you are using? is that where you tried to go through the QR code setup?\nCustomer: Yes\nHuman Agent: As for the other cameras, if there are no lights that may mean it is not getting power, you can test this by covering the front to see if any red lights come on, if they do then it is getting power and you can try to set it up. For the solid green camera that indicates it is having a power issue, this could be from the power cord outlet, or a camera issue, I would advise changing the cameras cord first, then change outlets if that does not work. \nHuman Agent: When you tried the QR code with the camera, what color were the lights and did they only flash or go solid at any point?\nCustomer: One has no lights. One has solid green. I’ve checked the power that’s why I’m using the one with this blinking lights, blinking green.\nHuman Agent: Okay, no lights may not mean its offline, did you cover it to see if the red lights reacted at all?. For the other camera When you tried the QR code with the camera, what color were the lights and did they only flash or go solid at any point?\nCustomer: Only the blinking green showed red when I covered it. The other cameras had no change.\nHuman Agent: Okay, did it also flash green only when you showed the camera the QR code as well? no flashing blue or solid green or blue?\nCustomer: Continuous, blinking green\nHuman Agent: alright, if it only flashed green then that means it was not reacting to the code to try and connect at all, I would like to see if the QR code setup is the correct setup for this camera, would you be able to take a picture of the sticker on this camera and send that to me here? with that I will look up the cameras Model and ID number \nCustomer: I have used the QR code method many times. I’m done for now. Thank you.\nHuman Agent: Okay, have a great day"]
["Customer: QR code not working\n\nCustomer: It says poor connection but we’re next to the box\nCustomer: Still says poor connection\nCustomer: Still not working\nCustomer: Further assistance\nCustomer: Agent\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: It’s ripped off\nCustomer: The tag is ripped off\nCustomer: D/static_file/6223bcc40b_1_20241223131627.jpg\nHuman Agent: What is the email address or phone number for your account?\nCustomer: Thecronins6@yahoo.com\nHuman Agent: Thank you. Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it back in?\nCustomer: Green\nHuman Agent: Is the light solid green or flashing green?\nCustomer: It is now blinking green\nHuman Agent: Okay, and is the light still flashing green?\nCustomer: Yes\nHuman Agent: Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nHuman Agent: When you get the QR Code on your phone screen, hold the phone screen close to the Zmodo camera lens and slowly pull it back. Watch the light in the camera closely and let me know if it change from the flashing green at any point.\nCustomer: Flashing blue\nHuman Agent: Okay, it changes to flashing blue when you show the QR Code to the camera?\nHuman Agent: That means the camera is reading the QR Code. Can you watch the light and let me know if it changes from the flashing blue?\nCustomer: It’s flashing green now and says connection timed out\nHuman Agent: We are not worried about what it says on the app there. So if it changed back to flashing green, that means the camera read the QR Code, but failed to connect. Can you send a screenshot of the QR Code that you are showing to the camera?\nCustomer: D/static_file/877fc95f46_1_20241223132432.jpg\nCustomer: We have had this Same problem before and we usually need a QR code sent to us\nHuman Agent: Thank you. Can you go to the Wi-Fi settings on your phone and first make sure you are connected to your 2.4 GHz network? If you are connected to your 5 GHz or a Guest network, then you will want to find your 2.4 GHz network in the list of networks and connect to it. When you are connected to your 2.4 GHz network, tap on the settings button next to the network name. Tap on Forget this network. That will disconnect you from that network, but it will show up in the list of available networks. You can tap on it and enter the Wi-Fi password to reconnect to the network.\nHuman Agent: There is not a QR Code that you would be sent to setup the camera.\nCustomer: I mean the at code in app\nCustomer: Tried that and QR code again and it didn’t connect \nHuman Agent: You make the QR Code in the app. We cannot send you a QR Code to setup the camera. \nHuman Agent: Well, wait, is the network you were connected to your 2.4 GHz network?\nCustomer: Yes\nCustomer: When we hold it up to the QR it is blinking blue\nBut it just says connection timed out\nCustomer: Is there a number we can call?\nHuman Agent: Okay, and when you forgot the network you had to tap on the network in the list of available networks and entered the Wi-Fi password to reconnect? Then you would want to back out of the QR Code that you had made and remake the QR Code. When you are entering the Wi-Fi password in the app, tap on the eye icon next to the password so that you can see the password, Make sure it matches what you entered to reconnect after you forgot the network.\nCustomer: Yes we did that\nHuman Agent: Okay, can you send a screenshot of the new QR Code that you are showing to the camera? Can you also make sure that the antenna is screwed in securely to the camera?\nCustomer: Can I call someone please\nHuman Agent: As far as phone calls go, we do not have a number that you can call. We do callback appointments. Our schedule is Mon-Fri 9AM-12PM and 1PM-5PM CST, excluding holidays. I can help schedule a callback on Thursday or Friday of this week. I would just need your phone number, your name, and what time you would like the callback appointment."]
["Customer: Set up\nCustomer: It won't let me set up on 5 g network?  We have to switch internet company's any suggestions \nCustomer: They were working until I switched over to the other internet company\nCustomer: And out of 5 cameras I got one to work\nHuman Agent: Hello, my name is Grant. You would want to setup the cameras with the initial setup method to connect to the new network.\nCustomer: How do I go about that\nHuman Agent: Some of the cameras on your account will use the QR Code setup and others will use the Zink setup.\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Does Z mode have any cameras that work with A5G network\nHuman Agent: The cameras connect to the 2.4 GHz network. Pretty much every single router will make both a 2.4 GHz and 5 GHz network.\nCustomer: That's what my router says it's on both.  But does z mode make a camara for 5g network\nHuman Agent: No, our cameras connect to the 2.4 GHz network. You would connect the cameras to your 2.4 GHz network.\nCustomer:  My router says 2.4gh and 5.0gh\nCustomer: D/static_file/1f5cab0ebf_1_20250225160532.jpg\nCustomer: D/static_file/364bdb1084_1_20250225160533.jpg\nCustomer: I have 3 of these\nCustomer: D/static_file/568af6981b_1_20250225160554.jpg\nHuman Agent: Those will probably use the Zink setup. Can you unplug both cameras and plug just one camera back in and tell me what light you see on the camera when you plug it in?\nCustomer: Green\nCustomer: Now flashing grre\nCustomer: Green\nHuman Agent: Could you please check your phone's Wi-Fi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Yes I have that\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home Wi-Fi network name (SSID) and Wi-Fi password. Afterwards, you will need to connect your phone back to your home Wi-Fi network to access the camera.\nCustomer: Yes I am\nHuman Agent: Have you tried the Zink setup?\nCustomer: I'm try to work on it now\nCustomer: My Wi-Fi is out I will come back when it is working\nCustomer: Thank you\nHuman Agent: You're welcome. Please do not hesitate to contact us if you need further assistance."]
["Customer: Troubleshooting\nCustomer: My device stopped working so I removed it to try to set it up again. Now I am unable to get the ZMD_SAP to show up and cannot add the device again. It’s blinking green. I cannot get it to blink blue \nCustomer: -1\nCustomer: Could I please speak with a customer service representative \nCustomer: Ok \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Yes it’s ZMD12GH15000185\nHuman Agent: Alright, you can try resetting the camera by pressing down on the circle inside of the light on top until it powers down. Then when the camera reboots it will go back to flashing green. When it is flashing green, make sure your phone or tablet is next to the camera, within a foot or two, and go to the Wi-Fi settings on the phone or tablet.\nCustomer: I tried that already and it doesn’t do anything but continue to flash green when it turns back on \nHuman Agent: Yes, it will just flash green at that point. So lets try that again and when it is flashing green, make sure your phone or tablet is next to the camera, within a foot or two, and go to the Wi-Fi settings on the phone or tablet.\nCustomer: Now it’s not even turning back on which has never happened before \nCustomer: I can hear it humming. I unplugged and replugged and it’s just green now \nCustomer: My phone is right next to it \nCustomer: ZMD sap does not come up \nCustomer: Same as before \nHuman Agent: You can try looking at your Wi-Fi settings on another phone or tablet. You may also want to turn off the Wi-Fi on your current phone or tablet and turn it back on. \nCustomer: Ok \nHuman Agent: Is the camera plugged in with an extension cord or power strip? Or is it plugged in directly to a wall outlet?\nCustomer: Thank you that did work to get the ZMD network back. Can I stay on with you just to make sure the setup works this time \nHuman Agent: You will just want to do the Zink setup. Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: If says add failure every time \nHuman Agent: Does it give you a list of networks to choose from? Or did you type in your Wi-Fi network name manually?\nCustomer: Yes it does \nHuman Agent: Okay, then you can try restarting the app. Turning off the phone or tablet and turning it back on may help, and it will restart the app at the same time. Otherwise you can try uninstalling and reinstalling the app or using another phone or tablet.\nCustomer: It does to add failure right away. I’ve tried both my WiFi and my WiFi extender network and I know the password is correct \nCustomer: Ok I restarted my phone and that didn’t help. When I opened the app is said network not reachable\nCustomer: I can try reinstalling the app \nHuman Agent: Can you reconnect to your Wi-Fi network to open the app and get logged in? If you are connected to the ZMD_SAP network, then you will not have internet.\nCustomer: Thank you so much! Redownloading the app worked and I have it connected now \nCustomer: Really appreciate your help\nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: 1 cam no connet\nCustomer: 1 camera ok 2 no connect\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nHuman Agent: That is if you are trying to set up the device previously on your account. If it is a different camera, please let me know the ID. The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: I'll just return it back to Walmart. One camera work the other one doesn't\nCustomer: Have the fact of camera will return just got it today.\nCustomer: I have a defective camera I just received it from Walmart today\nCustomer: I like zemo than I'd rather have her replacement but I guess you're not going to do it. I'll take it back. I have 30 days to return it. You sure don't make good  stuff you used to.\nCustomer: What is a phone number I can reach tech\nCustomer: You sure make crap if one camera would work and the other one doesn't I'll just return it. I've had zmodo and cameras for a long time. These aren't any good\nHuman Agent: Hi my name is Wendy.  You have a camera that is not powering on? or what is wrong with the camera?\nCustomer: One camera work fine with QR code. The outdoor camera does not read QR code. It won't do anything.\nCustomer: The blue light is on\nHuman Agent: What color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: Solid\nHuman Agent: Is the blue light solid blue or blinking blue?\nHuman Agent: What is the device ID on the camera?\nHuman Agent: The ID will be on a sticker on the camera, it will start with ZMD\nCustomer: It's not plugged in right now I was boxing it up to return to Walmart.\nHuman Agent: I may be able to bind the camera to your account if it is showing a solid blue light.\nHuman Agent: If you plug it in and it goes to solid blue please let me know the device ID and I will be able to check the camera\nCustomer: The font on the camera is too small for me to read.\nHuman Agent: Take a clear picture of the ID and attach it here or email it to me at support@smartz.cloud\nCustomer: Let me try to use my camera and take a picture of it\nHuman Agent: ok\nCustomer: I'm an old man and this is too frustrating to set up. I'll just take it back to Walmart I just got it delivered today. So it's I have 30 days to do it.\nHuman Agent: ok\nCustomer: I'll try this again tomorrow\nHuman Agent: ok\nCustomer: I don't understand why One camera would work and the other one doesn't. I'm aggravated  I've been working with it for a long time\nHuman Agent: Solid blue means the camera is connected to something on your network.  With the device ID I can check if the camera shows online or not.  If it shows online I can bind it to your account for you."]
["Customer: Agent\nCustomer: Hi I am trying to reset a device it’s no longer appearing and the light is just green\nCustomer: It’s not working and won’t let me reset it\nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD18ADIH520196\nHuman Agent: Is the light solid green or flashing green?\nCustomer: Flashing\nHuman Agent: To set up the camera you will use the QR code method. Tap on Devices and tap on Add Device. Follow the instructions on the app and it will ask your your Wi-Fi password. When you enter the password you will get a QR Code on the phone screen. Show that QR Code to the Zmodo camera. Hold the phone screen close to the camera lens and pull it back to 8-10 inches. Watch the light closely in the camera while you are showing the QR Code to the camera and let me know if the light changes at any point.\nCustomer: Okay one moment\nCustomer: Hmm it went blue then green again\nCustomer: Flashing blue again\nHuman Agent: Okay, it changes to flashing blue when you show the QR Code to the camera?\nCustomer: Yes\nHuman Agent: That means it is reading the QR Code, but is not able to connect to the network. There are a few potential reasons for that. Is the antenna screwed in securely to the camera?\nCustomer: Yes\nHuman Agent: Are you able to unplug the camera and plug it in next to the router?\nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the camera?\nCustomer: Yes\nCustomer: D/static_file/1af1c4a944_1_20241218132802.png\nHuman Agent: Alright, and did you unplug the camera and plug it in next to the router?"]
["Customer: Set up\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Smartlink is only used for some of our oldest cameras so most cameras cannot use it. What is the ID of the camera you're setting up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: I switched internet providers and now my cameras don't work how do I get them online again?\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and scan the QR code below when prompted. \n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nHuman Agent: D/static_file/d7a171cabd_1_20241112165522.png"]
["Customer: I got a new WiFi connection yesterday and I have dual networks so I have 2.4. I can’t get my cameras to connect. Each time I try it says Failure. In the past I’ve been able to talk with someone who was able to help me.\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Do you have any other devices you could try the setup from? If not, I can provide some other options that may assist with the failure issue you're getting."]
["Customer: how many cameras can you connect to the app?\nCustomer: why is the qr code so small on the app?\nCustomer: the camera can not find the small qr code to connect.\nCustomer: if you used an old qr code and a camera is connected to some network how do you reset the camera\nCustomer: i have a camera that has a blue light but is not connected to my network. how do i reset it to my network?\nCustomer: where is the manual for my specific camera? it did not come in the box\nCustomer: why did your company not put it in the box?\nCustomer: why did the company not put the camera user manual into the box?\nCustomer: what kind of customer service just uses a chat bot?\nCustomer: Beuhler?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. You may add as many cameras as you would like. A small QR code would generally be due to your display settings having either font size or screen zoom turned up. A solid blue light would generally mean the camera is already connected, what is the ID of the camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nHuman Agent: Cameras do not come with a manual, but would generally have a quick start guide that guides through the setup process."]
["Customer: Says device is offline \nCustomer: 1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: I purchased these cameras in May but one doesn't work. We had to wait to find someone to install them because my grandmother was in an accident right after we got them. One camera will not work at all.\nCustomer: -1\nCustomer: Representative \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: One second I need to go get it \nCustomer: I dont see anything that starts with zmd\nCustomer: D/static_file/4d64d99a57_1_20241115163633.jpg\nCustomer: Oh lol there it is at the bottom \nHuman Agent: Thank you. It is right there beneath the barcode. Let me take a look.\nCustomer: ZMD19H2IHA14809\nHuman Agent: It looks like the camera has not been setup yet. Could you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: No light would come on \nHuman Agent: Is the camera plugged in to an extension cord or power strip? Or is it plugged in to a wall outlet?\nCustomer: The man that helped us has been using your cameras for years and he had installed them for others. He said it wouldn't come on at all.\nCustomer: He uses them at his own house and installed them in his former home and his newest home.\nCustomer: It wouldn't connect he said \nHuman Agent: Okay, I understand. That is why I am working with you now to troubleshoot the camera. Is the camera plugged in to an extension cord or power strip? Or is it plugged in to a wall outlet?\nCustomer: I just plugged it in my wall outlet and it's flashing green and now it's red \nCustomer: He was installing them outside \nHuman Agent: Are the red lights the infrared lights around the camera lens? Or is it a single flashing red light?\nCustomer: We had electricity out there already for motion lights \nCustomer: Yea around the camera lens\nHuman Agent: Okay, so those are the infrared lights. If you turn on a light and make the room brighter or shine a light in the camera, then do the infrared lights turn off?\nCustomer: D/static_file/9c17847bcc_1_20241115164156.jpg\nCustomer: It goes green and then starts flashing red again \nHuman Agent: When you shine a light in the camera the infrared lights turn off and you just have the flashing green light? Is that what you mean?\nCustomer: He said it wouldn't connect but that's all I really know. All the other 3 worked and connected without issue \nHuman Agent: I understand what he said, but I am not worried about what he said at this point. The camera appears to be working properly so we can work to set it up.\nCustomer: Yea the infrared turns off and it flashes green \nHuman Agent: Okay, good. That means the camera is ready for setup.\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Right he is telling me that wouldn't work so if wet go through this again and it doesn't connect I have to teach back out to you?\nCustomer: Reach*\nCustomer: Will there be a history of this conversation?\nHuman Agent: Sure, you can. Or I can walk you through the setup right now if you want to setup the camera.\nCustomer: I'm on my cellphone \nCustomer: I dont know if the chat will remain open \nHuman Agent: You are contacting from a Guest account. If you provide the Device ID of the camera then we would be able to look up the chat history.\nCustomer: Ok\nHuman Agent: You can do the setup through your phone. That is how you would do the setup and you can come back to the chat if necessary.\nCustomer: I'll try and see what happens \nCustomer: Ok let me try and I'll come back \nCustomer: It connected so I'll call him and tell him \nHuman Agent: I am glad that it connected. Do you have any other questions?"]
["Customer: Hi, i have zmodo camera, wanted Torch but the app did not work. Was told to use this app. Do you also sell cameras?\nCustomer: So this is not the app i need for my Zmodo camera?\nHuman Agent: Hello, you've reached customer care, my name is Kylie. For torch cameras you can use the Zmodo app, what sort of issue to you have when you try to set it up?"]
["Customer: I am trying to get my existing cameras on a new WiFi network. You said to read them. I get to the QR code but the camera will not read the QR code so I am stuck \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Where is the user manual for a zip-ibh15-w\nCustomer: Oh ok hold on zmd13fe83201531\nHuman Agent: Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: There is a green light on the inside. \nCustomer: Flashing green\nHuman Agent: Could you please check your phone's Wi-Fi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: Oh I saw that. Let me look. \nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home Wi-Fi network name (SSID) and Wi-Fi password. Afterwards, you will need to connect your phone back to your home Wi-Fi network to access the camera.\nCustomer: Awesome. Thank you Grant!!!\nHuman Agent: You're welcome."]
["Customer: I am having trouble connecting my camera. Repeated attempts have not been successful. I have three other cameras i have connected successfully \nCustomer: Yes. I have successfully connected three other cameras. The fourth one will not connect after repeated attempts. I have started at the very beginning with configuration set up. I have had this problem before. In the past a Zmodo tech was able to see my network and connect the camera. Maybe the used one of the others that were successfully connected as a hub. \nHuman Agent: Hi my name is Wendy.  Are you needing help with camera named kitchen?\nCustomer: I am reaching out now\nHuman Agent: Are you needing help with camera named kitchen?\nCustomer: Yes\nCustomer: I have two cameras in the kitchen right now\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: The router is in top of refrigerator \nHuman Agent: ok\nHuman Agent: Please provide the device ID on the camera/s you're needing help with. Check the sticker on the device, which might start with ZMD or GSG. \n\nCustomer: Ok\nCustomer: Zmd12ktbb000582\nHuman Agent: ZMD12KTBB000582 is the indicator light blinking green?\nCustomer: No. Steady green\nCustomer: Oh, now its moving!\nHuman Agent: ok let me know if the indicator light switches to blinking green\nCustomer: Connected! Can I do what you are doing?\nHuman Agent: I didn't do anything on my end.  \nCustomer: Can u email me directions\nCustomer: Hmmmm\nHuman Agent: ZMD12KTBB000582 are you wanting this camera connected to email revkurt@gmail.com?\nCustomer: Ok. Steady green\nCustomer: Yes\nCustomer: Now bleaking green\nCustomer: Now blue! \nCustomer: Then it went out. The light\nHuman Agent: The camera is connected to your account now if you refresh the app or log out and back in again you will see it on  your account.\nCustomer: Ok\nCustomer: I a\nHuman Agent: Is the camera connected to a power strip, surge protector or exrtension cords?\nCustomer: i see it. \nCustomer: No. \nCustomer: Torch \nHuman Agent: what type of socket is it connected to?  It might not be getting the correct power from it if it keeps rebooting\nHuman Agent: could you try connecting it to a different light socket?\nCustomer: Its not rebooting \nCustomer: Just realized config is light off\nCustomer: But\nCustomer: Is there a user interface so I can do what you just did when it disconnects \nHuman Agent: I can only see if a camera shows online or offline.  The camera currently shows online\nCustomer: Yes it is online. U did nothing on ur end to connect to my network? \nHuman Agent: It showed online on my end so I was able to bind it to your account.\nCustomer: So i used add feature on app to install camera , but never signed it read the code. \nCustomer: I am mis\nHuman Agent: this type of camera uses Zink setup\nCustomer: I am mystified hiw it got online\nHuman Agent: What is the device ID on the other camera you are needing help with?\nCustomer: Zink. Ah\nCustomer: I got the other one connected \nHuman Agent: oh great!\nCustomer: 416\nHuman Agent: were you needing help with any other cameras?\nCustomer: Nope that’s it. Thank you. Can u email step by step instructions on using zink to set if they go down again?\nHuman Agent: yes one moment\nHuman Agent: ZINK setup instructions:\n\nIf the indicator light on the camera is blinking green, that means the camera is ready to be setup.  Move the camera next to your router.  Please remain within 5 feet of the camera for the entire process.\n\nYou'll need to tap on the plus sign in the upper right corner of the home screen, choose Zink, then one device. The next page will have you tap here to begin setup button that you'll press and then connect to ZMD_SAP(which will have no internet connection). After returning to the app, you'll then enter the name and password of your wifi network you want to connect the camera to. It will need to be a 2.4GHz network and both the name and password are case sensitive.\n\nHere are some tips to get Zink setup to work.\n\nPlease make sure the camera and phone are in the same room as the router, and that the phone is RIGHT NEXT to the camera the entire time.\n-Turn off your phone’s mobile data\n-forget your home wifi password in your phone’s wifi settings to double check the password\n-make sure the location settings and permissions on your phone and app are enabled/allowed for the Zmodo app \n-wait 15 seconds for the phone to connect to ZMD_SAP before moving onto the next step.\n\nCustomer: Thanks. So if steady green, zink won’t work. Correct?\nHuman Agent: Correct.  usually the light will be solid green when first plugged in, then switch to blinking green when in setup mode, and then will switch to solid blue when connected to your network\nCustomer: Can i force it to setup mode\nHuman Agent: You could unplug the router that the camera is connected to, that will get the indicator light to start blinking green, then it can be setup to a different router\nCustomer: Ok. Thank you Wendy for your time. Most helpful. Bye\nHuman Agent: Bye! have a good weekend\nCustomer: U 2\nHuman Agent: thanks"]
["Customer: Hello, may someone help me with the update for my cameras \nCustomer: White, cameras updating in app not working\nCustomer: Live agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. All the cameras are offline, you wont be able to update them until they are online. \nCustomer: How do I get them online?\nCustomer: I’ve been attempting for a while. \nHuman Agent: Looks like the setup your cameras use is the QR code setup, I will send you the directions to try, first I recommend unplugging and plugging in the cameras before you attempt the setup as it makes them more sensitive to the setup.\nHuman Agent: QR Code Set Up directions\n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\n\n\nCustomer: The camera is on top of my house \nI haven’t had this issue before \nIf my WiFi has changed how do I reconnect the cameras to the wifi\nHuman Agent: Here is the setup, try this with the cameras and if you have any trouble let me know how the cameras lights react to the setup (what color are the lights and do they only flash or are they solid)  Also let me know if you have any questions.\nHuman Agent: Whenever you change the wifi name, password, or router you have to go through the setup to get them back online and give them the new wifi info so they can reconnect.\nCustomer: The camera is on TOP of my house. I am unable to reach up there to show the QR code. Is there another way to do this? \nHuman Agent: No, there is not another way to do the setup.\nHuman Agent: Or to reconnect"]
["Customer: The brand new one is doing the same thing the other one did. All the rest of my cameras are operating fine \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Could you elaborate on what you mean? Are you trying to set up a camera?\nCustomer: It’s blinking green\nHuman Agent: Are you trying to set up a camera? If so, what is the ID of the camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: D/static_file/f7fb9f7ecf_1_20250214150645.jpeg\nHuman Agent: Thank you. Please go to your wifi settings and check whether you see a network called ZMD_SAP. If you do not, please turn off your phone's wifi and turn it back on, then check again once networks reappear. Please let me know whether you find that network or not. \nCustomer: Nope. Not there\nHuman Agent: Okay. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nCustomer: I’ve gone through these steps repeatedly 8-10 times \nHuman Agent: Okay, when you show the QR code to the camera, does it blink blue at all? Were you able to get the QR code screenshot I requested?\nCustomer: I’ll do it once more and send you a screenshot of the QR code, again\nCustomer: D/static_file/85676870a3_1_20250214151311.png\nHuman Agent: Thank you, when showing the code does it go from a blinking green to blinking blue at all?\nCustomer: No. Stays blinking green\nCustomer: All the other cameras in my home and outside my home are working properly \nCustomer: I’ve been through all of this. I’ve literally tried everything including getting a new camera out and installed \nHuman Agent: Okay, if it is not blinking blue, it is either not reading the code or may be on another setup method (there are a few possible methods for this model and we cannot see the exact firmware since this camera has never been connected before). Would it be alright to plug it in next to another camera on your account, reset that other camera, then connect the other camera using the QR setup to see if it can then pull this one online too? When first connected, cameras share their wifi information with other nearby cameras. \nCustomer: I’ll try\nHuman Agent: Okay, which camera would you like to try with so that I may send the reset to it?"]
["Customer: Set up\nCustomer: Green light no longer flashing \nCustomer: Further assistance \nCustomer: Agent\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd \nCustomer: Zmd11jp48214990\nHuman Agent: Thank you. Do you see any light on the camera right now?\nCustomer: When I put it back on, it's steady green then flashes for 5 seconds then goes off\nHuman Agent: It looks like the camera is online, so you can try to add it to your account with a LAN Search in the app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: Got it, thanks \nHuman Agent: You're welcome."]
["Customer: Can’t change wifi password for camera\nCustomer: Did said not supported \nCustomer: .\nHuman Agent: Hello, you've reached customer care, my name is Kylie. The QR code you are scanning on the camera is not the right one, you would scan the QR code in the startup booklet to start the setup, do you still have that booklet?\nCustomer: No \nHuman Agent: Okay, I can send you the correct QR code here in the chat or via email, you would scan that code to begin the setup though so you will want to have it up on one device while you do the setup from a mobile device in order to scan it.  \nCustomer: Send here I have another phone \nHuman Agent: Would you like it sent here is chat, or via email?\nHuman Agent: Okay, one moment \nHuman Agent: D/static_file/67f36660ed_1_20241119142755.png\nHuman Agent: Here is the code now, I would recommend taking a screenshot so you will have it for future reference. \nCustomer: Thank you \nHuman Agent: No problem, Have a great day"]
["Customer: Troubleshooting\nCustomer: Can't connect my cameras to internet \nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Is this a new camera you are trying to set up or one that  was previously setup?"]
["Customer: Troubleshooting\nCustomer: La luz verde está parpadea y no cambia las luces rojas si trabajan \nHuman Agent: Hola, gracias por contactar con soporte. Mi nombre es Dillon. ¿Estás intentando configurar tu cámara con el nombre \"Patio\"?\nCustomer: Si \nCustomer: Pero presento la camara frente al celular y no cambia nada la wifi es la correcta \nCustomer: No lee el codigo qr\nCustomer: 1\nHuman Agent: ¿Está parpadeando en verde actualmente? ¿Y luego, cuando muestra el código, nunca enciende una luz indicadora azul parpadeante? ¿Podrías enviar una captura de pantalla del código QR que estás usando desde la aplicación?\n\nCustomer: Voy a pedir ayuda yo no sé hacer captura tambien tengo una cámara nueva la voy a instalar para reemplazar la del patio si no funciona \nHuman Agent: ¿Tienes un teléfono Android o iPhone?\n\nCustomer: Android redmi Miui versión 14\nHuman Agent: En Android, normalmente puedes tomar una captura de pantalla presionando rápidamente los botones para bajar el volumen y encender al mismo tiempo. No es necesario que los mantengas presionados, solo debes presionar ambos al mismo tiempo. Luego debería ver un indicador visible en la pantalla de que se tomó una captura de pantalla.\n\nCustomer: Mi casa tiene 5 camaras todas funcionan PATIO no\nHuman Agent: Entiendo. Le pregunté si parpadea en azul cuando escanea el código y si podría proporcionar una captura de pantalla del código. Dijiste que no sabes cómo tomar una captura de pantalla, así que te proporcioné información sobre cómo puedes hacerlo."]
["Customer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you send me the cameras Model and ID number, the ID will start with ZMD."]
["Customer: Hi. We can't find the wifi network. We are connected to our wifi\nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: Our cameras quit working cause we got a new router and we can't get them to work but we are working on it please hold\nHuman Agent: Okay\nCustomer: Got it working thank you\nHuman Agent: I'm glad that worked! Is there anything else I can assist you with?\nCustomer: No thank you have a good day"]
["Customer: Set up\nCustomer: I have new internet service and trying to get camera working\nCustomer: But I can’t find my instructions for this device \nCustomer: 1\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and scan the QR code below when prompted. \n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\nHuman Agent: D/static_file/072874ee56_1_20241021160958.png"]
["Customer: Troubleshooting\nCustomer: I have 1 canara working the other is not I have tried every thing I need hwlp\nCustomer: Qhy ain't my camara working g\nHuman Agent: Hello, my name is Grant. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Green solid\nCustomer: Solid green\nCustomer: Now flashing green\nCustomer: 1\nHuman Agent: When the light is flashing green, that means that it is ready for setup. To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nHuman Agent: When you get the QR Code on your phone screen, try holding the phone screen close to the Zmodo camera lens and slowly pull it back. Watch the light in the camera closely and let me know if it changes at any point while you are showing the QR Code to the camera."]
["Customer: How do I change wifi on my camera\n\nCustomer: So how ? \nCustomer: Whats my first step\nHuman Agent: Hello, my name is Grant. To set up the camera on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Set up\nCustomer: Agent\nHuman Agent: Hi, thank you for contacting support. My name is Dillon, how can I help you? \n\nCustomer: I cannot get my new zmodo pivot’s WiFi to pop up for me to connect\nCustomer: I’ve tried everything\nCustomer: It’s even sitting on top of my router\nCustomer: There is no “ZMD_SAP” WiFi choice \nHuman Agent: Is it currently flashing green?\nCustomer: Yes\nHuman Agent: We will be closing in 10 minutes at 6pm CT. I would be happy to continue to assist you until then, but the chat will close at that time. If you would like a callback, you may schedule one via the button below. If you would prefer an email follow up instead, please let me know and provide an email you would like me to reach out on tomorrow. \nHuman Agent: Okay, are you looking for the ZMD network in your app or from your phone's wifi settings?\nCustomer: I did both\nCustomer: Even from my conputer\nCustomer: Computer*\nHuman Agent: Okay, please make sure the pivot is plugged directly into a wall outlet without any extension cables and then hold down on the top of the pivot until it reboots itself. Once it is back to flashing green again, please check for ZMD_SAP in your wifi settings. If you do not see it right away, turn off wifi on your phone and turn it back on so it will search again. \nCustomer: I tried that already too\nHuman Agent: When you held down the top to reset the device, did it restart on it's own or did you have to unplug it and plug it back in to get it to come back on?\nCustomer: I tried both ways\nCustomer: I reset and waited from the top and unplugged and waited \nCustomer: Is there a QR code you can generate?\nHuman Agent: I was asking a specific question about the reset using the top. Did it restart on it's own or did you have to unplug it and then plug it back in to get it to come back on? \nHuman Agent: No. \nHuman Agent: Your device is not compatible with QR code setup and would have to use Zink. \nCustomer: Great haha\nHuman Agent: What is the ID of the pivot you're working on? \nHuman Agent: The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: Zmd11lg15205562\nHuman Agent: That is not showing on our servers. Can you send a picture of the ID?\nCustomer: D/static_file/29efa53fbb_1_20250211175912.jpg\nCustomer: It’s ok I can just chat tomorrow I don’t know what’s wrong with it. I’m seeing other people having trouble as well online\nHuman Agent: It seems it has never reached our servers before. You may arrange a callback or contact again tomorrow and we can assist further. \nHuman Agent: We are currently unavailable for live chat support, but you can reach out to us via email support@zmodo.com. Our new hours of availability are:\n\n- Monday to Friday: 9am to 12pm and 1pm to 6 pm CST\n* Excluding Holidays\n\nYou may also contact the chat outside of our hours again to speak to our AI chatbot Mira who can assist with some troubleshooting. I've also sent a callback scheduling form where you can click the button in the chat in order to schedule a callback for a future date if you'd prefer.\n\nThank you for understanding."]
["Customer: I can not conect my camera s I buy\nCustomer: Already did all this\nCustomer: 1\nCustomer: Ok need help to conect 4 cameras please\nCustomer: Troubleshooting\nCustomer: Flashing green\nCustomer: Already trie all tha an they don't conect\nHuman Agent: Hello, you've reached customer care, my name is Kylie. To assist you I will need to look up the device, can you send me all the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid."]
["Customer: Set up\nCustomer: My cam is asking me for an update\nCustomer: It does not get the update\nCustomer: It takes for ever and then it is saying error\nHuman Agent: Hello, you've reached customer care, my name is Kylie. If the camera is online then you can go through the update, if it is not you will have tog et it online first then do the update afterwards.\nCustomer: I have done it \nCustomer: And it is not taking thr update\nCustomer: I have tried it with 2 cams already\nHuman Agent: Okay, can you send me the cameras ID number and the Model number? the ID will start with ZMD.\nCustomer: 19h3l8d21648\nHuman Agent: I will also need the Model number. I was not able to find this camera in the system, perhaps can you send a picture of the cameras sticker instead? \nCustomer: D/static_file/5f3ee84fe6_1_20250106174414.jpg\nHuman Agent: I will need a picture of the ID number as well."]
["Customer: Troubleshooting\nCustomer: Hola necesito soporte en español \nCustomer: Agente \nCustomer: Agente \nCustomer: Hola cambien proveedor de internet y no puedo conectar la caja NVR \nHuman Agent: Hola, gracias por contactar al servicio de asistencia. Mi nombre es Dillon. Los NVR no se conectan a través de wifi, sino que se conectan a través de una conexión Ethernet por cable. ¿Tiene el NVR enchufado a la corriente y al enrutador?\n\nCustomer: Ok conecte a internet la caja \nHuman Agent: Sigue sin estar en línea. ¿Ya lo conectaste al enrutador mediante un cable Ethernet?\n\nCustomer: Sigue con luz verde \nCustomer: Ya se conectó \nCustomer: Muchas gracias todo está funcionando \nHuman Agent: No hay problema. ¿Hay algo más en lo que pueda ayudarte por ahora?\n\nCustomer: No gracias \nHuman Agent: Bueno, que tengas una buena noche."]
["Customer: Set up\nCustomer: I can not get the qr code to scan\nCustomer: Set up\nCustomer: -1\nHuman Agent: Hi my name is Wendy\nCustomer: Phone number\nHuman Agent: the camera you are wanting to setup, is it new? or has it been setup before?\nHuman Agent: I just sent you an invite to schedule a callback.\nCustomer: It's been setup before\nHuman Agent: what is the device ID on the camera? \nHuman Agent: the ID will be listed on a sticker on the camera and start with ZMD or GSG\nCustomer: Xmd16ff17202279\nHuman Agent: ZMD16FFI7202279 ?\nHuman Agent: What color is the indicator light on the camera? and is the light blinking or solid?\nCustomer: Solid green\nHuman Agent: Are you sure the indicator light is not solid blue?\nCustomer: Maube5\nCustomer: Maybe\nHuman Agent: Could you please attach a clear picture of the device ID and the front of the camera so I can see the indicator light?\nCustomer: D/static_file/b79d73ab3c_1_20240926154518.jpg\nCustomer: D/static_file/1c9ba9902d_1_20240926154525.jpg\nHuman Agent: Thanks.  it is solid blue.  are you wanting the camera connected to jennie.funderburk@gmail.com?\nCustomer: Yes\nHuman Agent: one moment\nHuman Agent: If you refresh the Zmodo app screen or log out and back in again you will see the camera on your account.\nCustomer: Ok I have another one\nHuman Agent: What is the ID on it?\nCustomer: D/static_file/fb27265af7_1_20240926154735.jpg\nCustomer: D/static_file/789dc5489e_1_20240926154744.jpg\nHuman Agent: ZMD16GHI7202253 -is the green light solid green? or blinking green?\nCustomer: Solid\nHuman Agent: Solid green can indicator a power issue.  Is the camera connected to an extension cable, power strip, or surge protector?\nCustomer: Surge protector\nHuman Agent: Unplug from the surge protector and plug the power adapter directly into a wall outlet see if that will get the indicator light to start blinkign green or switch to solid blue\nCustomer: It's still green\nHuman Agent: solid or blinking green?\nCustomer: Solid\nHuman Agent: Could you please try using a different working 5v 1a micro usb power adapter? \nCustomer: It has been plugged in the same place for as long as I have had it....I will try\nHuman Agent: When the indicator light stays solid green the camera isn't powering on all the way so either the power adapter needs to be replaced or the camera does.\nCustomer: Ok..I have to find another cord...do you guys ha e any deals for trade ins\nHuman Agent: No we don't have any trade ins\nHuman Agent: We have promotions frequently on Zmodo.com though usually around holidays\nCustomer: Ok..If I log off will I lose this chat\nHuman Agent: ZMD16GHI7202253 I see it now\nHuman Agent: hold on.  It shows online on my end. I will add it to your account\nCustomer: Thank you so much\nCustomer: I can not remember my password cam you tell me\nHuman Agent: You're welcome.  If you refresh the screen or log out/back in you will see both cameras online\nCustomer: Thank you so much\nHuman Agent: We don't have access to account password.  You can reset it on the login screen though\nCustomer: Ok\nHuman Agent: tap on \"forgot password\" to reset the password.  you will get a reset verification code send to your email to reset the password\nCustomer: Thank you they are there..\nHuman Agent: You're welcome!"]
["Customer: Set up\nCustomer: ZMD_SAP not connecting for new device\nCustomer: The green light is on but it won't show up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the camera you're trying to connect? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: D/static_file/51228b1392_1_20241112171608.jpg\nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Miss Mira I have a small camera which I reset then deleted  it . I changed my internet supplier  this is why I had to go through this process. Now when I try to add in my device  it says invalid code . The one on the device itself . I'm really  not happy with this product \nHuman Agent: Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD16K618204796\nHuman Agent: Thank you. So that is a Zmodo camera, not a meShare camera, which is likely why the barcode on the camera is not working. You can still use the meShare app if you would like to. \nHuman Agent: I can send you the QR code you need to start the set up. Do you have another phone to do the set up with so we can continue the chat on this device. If not do you have a computer that can display the QR code if I email it to you. If so what is the best email to send it to?\nCustomer: Mike777togo@gmail.com\nHuman Agent: Sent. Tap the \"+\" icon on the app home screen in the top right. Make sure your camera is powered on and flashing green. Tap Start Installation at the bottom of the screen. Scan the QR code included in this email when prompted by the app. Follow on-screen instructions, input your WiFi password, and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will scan the QR code on the phone screen."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Set up\nCustomer: Set up\nCustomer: Can’t set up\nCustomer: New device \nCustomer: Trying to add new device\nCustomer: How do I select another set up besides qR\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID listed on the device you're setting up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: It is a ZMD but I can’t read it as it has already been attached to the surface\nHuman Agent: Already attached to the surface? I'm unsure what you mean. \nCustomer: We have already screwed the mounting up on the wall \nCustomer: I have other existing Zmodo cameras, but I use the other Zmodo app\nCustomer: Hello\nHuman Agent: Okay, are you able to check the model of the camera?\nCustomer: Is the ID on the box or just the product?\nHuman Agent: It's possible it could be on the box in some cases, but the main place to find it would typically be the sticker on the device itself. \nCustomer: D/static_file/f455d9a70f_1_20241030134332.jpeg\nCustomer: Can you read that?\nCustomer: Hello\nHuman Agent: Yes, one moment. \nCustomer: Ok\nHuman Agent: QR would be the main option, though you may also set it up using Zink. \nHuman Agent: In order to set your camera up you'll need to use the Zink setup. You'll need to remain within 10 feet of the camera throughout the setup process and in the same room as the device. Once you're ready, you can hit the plus button on the top right of the home page and choose Zink.\n1) You'll first be asked to select the number of devices you're setting up. If you're setting up more than 1 you can select that number, but if you have troubles in the setup it may be necessary to unplug all but one and go one at a time. This depends on how far they are from each other.\n2) The next page will ask you to connect to a network named ZMD_SAP by hitting the Tap here to begin setup button at the bottom. Once you connect, it will show that the network has no internet access and that is fine. So long as it stays connected, return to the app and the app should then proceed to the next stage of setup. If it doesn't, see troubleshooting below.\n3) This next page should ask for the name and password of your network. The name may have the option to tap to select the network or you may need to manually type in the network name. If you have to manually enter the name, be sure to type in the name of your 2.4Ghz network as the majority of our devices are not compatible with 5Ghz networks. If both are under the same name, that is fine. The password you enter is the password used to connect to the wifi network you entered the name of. Both the network name and password are case sensitive and must be entered in precisely or the setup will fail. Once done here, you can proceed to the next step. \n4) The app may ask that you connect back to your own network or otherwise may say that it is waiting for connection depending on whether your phone automatically reconnects to your home network. In either case, ignore this temporarily and watch the camera indicator light. It should start to flash blue shortly after you submitted the wifi information in the previous step. If successful, it will then go solid blue at which point you may either continue with the in app instructions to connect to your home network if needed. If the device is already on your account, you may quit the set up at this point and test the live view. If it was not, you will be asked to name the device. The password field is for a feature that is no longer supported and may be ignored.\n5) If the camera flashed blue temporarily (it may be as few as 1 flash blue), but did not go to solid blue, please let me know whether it just flashed blue for a bit before returning to flashing green or if it swapped rapidly back and forth between blue and green temporarily.\nCustomer: Thank you I will sure give it a try\nHuman Agent: Okay, let me know if you have any trouble. \nCustomer: My issue right now is it comes up first on set up to go to the QR set up and I can’t choose the zinc set up. How do I do that?\nCustomer: When I click on the sink set up, all I get is instructions, but I don’t have an option to select that set up\nHuman Agent: Ah, I apologize, I provided instructions for Zmodo as you mentioned the Zmodo app previously. In Smartz once you're in the add device menu you can access the other options via the squares in the top right of that page. \nCustomer: So I can use these Zmodo with this camera\nCustomer: That would be great because that’s what I use all the time\nHuman Agent: Yes, you can add it to the same account and may use either app to view or set up. \nCustomer: Ok thank you so much \nHuman Agent: No problem. \nCustomer: Got it.  Yay!!! Thank you\nHuman Agent: Wonderful, anything else I can help you with for now?"]
["Customer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. How may I assist you today?"]
["Customer: Need help got new internet service \nCustomer: -1\nCustomer: Cameras won’t connect to WiFi \nCustomer: Set up\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: One sec\nCustomer: Zmodo\nCustomer: The model #\nHuman Agent: Not the Model, but the Device ID. It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: One sec \nCustomer: D/static_file/b4d10aa573_1_20241016101717.jpg\nCustomer: Is that it\nCustomer: D/static_file/253e858110_1_20241016101810.jpg\nHuman Agent: Okay, lets start with one camera. Which camera are you working with first?\nCustomer: And I got 1more\nCustomer: Let’s start with the first one\nCustomer: I sent a picture of\nHuman Agent: Can you unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Ok one second \nCustomer: Ok unplugged and plugged back in\nCustomer: Green \nHuman Agent: Is it solid green or flashing green?\nCustomer: Flashing \nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Ok \nCustomer: It turned blue\nHuman Agent: It looks like the camera is online now on your account.\nCustomer: Do I need to all that way\nHuman Agent: It looks like it setup some of the other cameras when you did the initial setup, but there are still two offline cameras on your account that will be setup with the QR Code setup.\nCustomer: Ok  do the same thing 2each outdoor camera \nCustomer: Is the outside one working?\nHuman Agent: The camera named \"front\" and one of the two cameras named \"Smart Device\" on your account are online. The cameras named \"Back Yard\" and the other camera named \"Smart Device\" are still offline.\nCustomer: Ok thank you working on them \nHuman Agent: You're welcome.\nCustomer: Do u see back yard back on\nCustomer: I did them all now\nHuman Agent: Yes, it is showing online. You can also check the Live video in your app and you should be able to see video from the camera.\nCustomer: Thank you so much \nCustomer: ❤️\nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: Troubleshooting\nCustomer: not working\nCustomer: i have a camera and is not upload de upgrade\nCustomer: the camera is bliking green and there is not updated\nCustomer: the upgrade is not working and when i unplug the camera i have to install the camera again\nCustomer: i need to speak to agent\nHuman Agent: Hello, you've reached customer care, my name is Kylie. I will need to look up the device first to see what setup options it has, can you send me the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid. \nCustomer: give one second\nCustomer: ZMD1912IHA15890\nHuman Agent: Perfect, One moment\nCustomer: Camera is bliking green\nHuman Agent: Looks like I will also need the Model as well\nCustomer: ZP-IBH27-W\nCustomer: YES\nCustomer: i waiting for you\nCustomer: I provide de model \nHuman Agent: It looks like for this camera it may use the QR code setup, or it may use the Zink setup, there is a test we would have to have you do to determine which it is, can you get close to the flashing green camera, then on your phone go into the phones Wi-Fi settings and check for the ZMD_SAP network name, if its there let me know, if it is not on the list, reboot the camera, then when it flashes green check for ZMD one more time, if its still not there let me know.\nCustomer: the problem is the update\nCustomer: then update fail\nCustomer: and when I sync the camera with the QR code and then I unplug the camera i have to sync the camer again\nCustomer: can you update the camera by you side\nHuman Agent: Okay, Lets first get the camera back online then I will have you do some tests with the camera to check some things. Cant update a camera while its offline so that wont be possible for us to try until the device is back online again.\nCustomer: tell me what to do\nCustomer: the camera is stil flashing green\nHuman Agent: I sent a message above, perhaps you did not see it, I said \"It looks like for this camera it may use the QR code setup, or it may use the Zink setup, there is a test we would have to have you do to determine which it is, can you get close to the flashing green camera, then on your phone go into the phones Wi-Fi settings and check for the ZMD_SAP network name, if its there let me know, if it is not on the list, reboot the camera, then when it flashes green check for ZMD one more time, if its still not there let me know.\"\nHuman Agent: that's the first step for troubleshooting. \nCustomer: give one sepmd\nCustomer: second\nHuman Agent: Okay\nCustomer: done the camera is blue\nHuman Agent: Okay, One moment.\nCustomer: ok\nHuman Agent: The camera is not showing up in the system with the ID number you gave above, would you be able to take a picture of the cameras sticker then send that to me, its possible that a character is missing or a typo is there perhaps. \nCustomer: model: ZP-IBH27-W\nHuman Agent: That's the Model, the ID was the ZMD number you sent earlier first.\nCustomer: ZMD19I2IHA15890\nCustomer: I think early i put a 1 iinste the I\nCustomer: You stil one the picture\nHuman Agent: Great, that worked and I found the device, it is saying right now its online, I am not able to see the camera, but can you please move Infront of the camera and watch the lights and tell me if at all the lights change from a solid blue to flashing blue while your moving, \nHuman Agent: Move for around 30 seconds or so\nCustomer: is solid blue\nHuman Agent: Okay that's a great sign, Now Unplug the camera, and plug it back in and wait for 1 minute and tell me if it goes back to a solid blue on its own or not. \nCustomer: is bliking green\nHuman Agent: It will flash green at first, then it should flash blue then try to connect again.\nHuman Agent: Let me know if that happens, lets give it another minute, tell me if it flashes blue at all here. \nCustomer: no is flashing green \nCustomer: no blue\nHuman Agent: OKay, One moment\nCustomer: hello\nCustomer: I was speaking to another agent\nHuman Agent: Is it plugged directly into a wall outlet without any extension cables?\nCustomer: directly\nCustomer: wal\nCustomer: wall\nHuman Agent: Okay, and when you restarted after it was solid blue, it never blinked blue on it's own at all?\n\nCustomer: correct\nHuman Agent: Okay, let's go through QR setup one more time then. When you reach the QR code, please take a screenshot of it, then show it to the camera to connect it again. \nCustomer: ok give one second\nHuman Agent: Okay. \nCustomer: done\nCustomer: solid blue\nHuman Agent: Okay, do you have a windows computer on your network?\nCustomer: im chatting with you with my computer\nCustomer: well my company computer\nHuman Agent: Okay, we can try to use another program to update the camera from the computer to then see if it still has the same issue. \n\nCustomer: ok\nHuman Agent: To do that, first you'll need to download ZBatch1.0.0.14.zip here https://files.zmodo.com/Software%20Files/NVR%20Tools/\nHuman Agent: D/static_file/61f4238245_1_20250219121152.zip\nCustomer: ok in my company computer is not allow me to download asking me for a permision\nHuman Agent: Okay, unfortunately we would not be able to do that from here for now then. Have you tried the camera on your home network to see if it behaves the same way?\nCustomer: give a second\nCustomer: i have another computar\nHuman Agent: Okay. \nCustomer: please stay on the line\nCustomer: i download in it\nHuman Agent: Okay, the chat stays active for 7 minutes from the time of the last message. \nCustomer: done\nCustomer: I have a window open\nHuman Agent: Okay, there is a firmware file you will need to download as well. What is a good email to send that file to? \nCustomer: raulmartinez50@gmail.com\nHuman Agent: Okay, I've just sent the firmware file. Once you have both things downloaded, you'll need to extract both files by right clicking and choosing extract all. After that is done, you can run the Zbatch program. Please let me know once you have it up or if you have any trouble. \nCustomer: ok go it\nCustomer: give a second\nCustomer: I only recieved one file\nHuman Agent: Yes, the other file was the one I linked you to here. ZBatch1.0.0.14.zip which is located here https://files.zmodo.com/Software%20Files/NVR%20Tools/\n\nDo you need me to send that link there as well?\nCustomer: done bothe file downloaded\nCustomer: zbatch opne\nHuman Agent: Okay, once you've extracted them, please open the Zbatch program. \nCustomer: done\nHuman Agent: Okay, along the top go to the upgrade tab. Then on the bottom change TYPE to IPC. Once that is done, hit refresh and you should see a list of your connected Zmodo devices appear. \nCustomer: done\nCustomer: i have 4 item\nHuman Agent: Okay, do you see device with the ID ZMD19I2IHA15890 in the list?\nCustomer: yes\nHuman Agent: On the left make sure only ZMD19I2IHA15890 has the checkmark, then in the bottom right hit Upgrade and then select the extracted firmware file which is the file named IPC-APP-V17.4.2.30\nCustomer: it said uprage succesful\nCustomer: the camera change from solid blue to green\nCustomer: and is bliking green\nHuman Agent: Okay, we'll need to wait a moment for it to apply it and restart. It should go solid green, then blinking green, and then ideally should go to blinking blue. If it stays blinking green there let me know. \nCustomer: is not changing to blue\nCustomer: is bliking green\nHuman Agent: Okay, show it that QR code that you took earlier please. \nCustomer: done \nCustomer: is solid blue after the QR code\nHuman Agent: Okay, it does not seem to have taken the upgrade unfortunately. Is the antenna currently on the camera tightly?\nCustomer: yes\nHuman Agent: Okay, I would recommend trying it on another network if possible to see if it has the same issue of losing it's network information once restarted. If so, you may need to file for an RMA replacement via zmodo.com/rma if you purchased in the last year new from a verified seller and have the invoice/receipt \nCustomer: ok thanks so much \nHuman Agent: No problem, is there anything else I can assist you with for now?\nCustomer: I bought the camera two years ago\nCustomer: no thanks\nCustomer: i will throw the camera away\nCustomer: thanks so much\nHuman Agent: Okay, unfortunately the warranty would only be 1 year from date of purchase. I would recommend trying another network first. \nHuman Agent: Have a good day."]
["Customer: How to connect to wifi\nCustomer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. For the camera on your account named Rosie, you would need to use the QR setup. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Set up\nCustomer: ZMD_SAP never shows up in the list\nCustomer: rep\nCustomer: I moved the camera to a different location/router. I've followed your set up instructions but the ZMD_SAP network or any other network appears in the drop down.\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Are you trying to setup a new camera or a camera that was setup previously?\nCustomer: Should remove the device and start over>\nCustomer: A camera that was previously set up.\nCustomer: I tried removing the device and get the following message \"internet request failed\"\nCustomer: Anyone there?\nHuman Agent: Okay, What is the name of the camera you are trying to remove?\nCustomer: RRR\nHuman Agent: Okay, are you wanting to delete it to set it back up or have you given the camera to someone else perhaps?\nCustomer: I still have it but want to use it in a different location on a different router.\nHuman Agent: Okay, I can delete the device for you, to reconnect it to another router you would go through the setup with the other internet to reconnect it again, you can add multiple cameras from different locations onto one account, that wont be an issue for you at all. \nCustomer: You tell me the best way to do it and the steps an I will do it. I want to be able to see both my cameras that are in different locations on the same app.\nHuman Agent: I deleted the camera from the account for you now. If you have any trouble with the setup, sometimes with these types of pivoting cameras they need to be reset first, to reset it you would press down on the top of the camera and hold down until it makes a noise then release, after that you would then follow through the setup as if its a new device to re add it again. \nHuman Agent: The setup this camera uses is called Zink, here are the directions\nHuman Agent: Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home wifi network name (SSID) and wifi password. Afterwards, you will need to connect your phone back to your home wifi network to access the camera.\nCustomer: RRR is still on my app\nHuman Agent: you may yhave to refresh the app to see it go away, on my end it shows deleted\nCustomer: I'm pressing the + button and it doesn't do anything.\nCustomer: it just worked\nHuman Agent: Fantastic, let me know if you have any other trouble\nCustomer: It's stuck at the place where you choose the network.\nHuman Agent: are you able to select your Wi-Fi and enter the password or does it pop up with a blank list?\nCustomer: After I connect to the ZMD_SAP network it goes to a screen with a drop down to choose the WI-Fi network but the dropdown never populates.\nCustomer: Theere is a refresh button at the bottom of the page but it doesn'r do anything.\nHuman Agent: okay, do you see an option that says manual entry or manual? try tapping on then then enter the name of the Wi-Fi manually. It is case sensitive though so be sure to doublecheck it. \nCustomer: Is there any way that you can remote into the app?\nHuman Agent: no, the setup has to be done directly there locally, I will not be able to set up the camera for you unfortunately. \nCustomer: I'll try again\nHuman Agent: Okay, if it still pops up with a blank list and you cannot push the manual setup, try turning the cellular/mobile data off on the phone, that can help with the list sometimes. \nCustomer: Now the ZMD network won't show up\nHuman Agent: are the lights on the camera still flashing?\nCustomer: Now blue\nHuman Agent: it looks like this camera is now on the account under the named grandma. Are you able to see it live from the device list?\nCustomer: It seems to be working now. I have to move it to another location in the same house on the same router. Should, it work once I power it back up?\nHuman Agent: that should be okay, once you plug it in just check the lights to make sure it comes back online, if it does not you may try moving it a bit to get a better connection to the router. \nCustomer: Will I be able to see the camera if my phone isn't connected to the same wifi network as the camera?\nHuman Agent: yes, as long as the camera has internet, and your phone has internet you will be able to view it live from the app, it does not have to be the same network for the phone \nCustomer: That was a problem at the last location I had it at. Just in case, is there something that can be done?\nHuman Agent: if you do have trouble viewing the camera, first thing to always check is that your phone has proper internet signal, you can try using just data if its strong, or just Wi-Fi instead of data to see if either one yields a different result in the app. If that does not work then the next step is to check that the camera has not disconnected from the Wi-Fi due to the signal dropping or the router having trouble. \nCustomer: I'm good now. Thanks for your help."]
["Customer: Troubleshooting\nCustomer: can I chat with an agent ?\nCustomer: I was notified a few days ago that my ZMD13HVED002742 was unbound but seems it is still linked\nCustomer: hello Kylie\nCustomer: when I connect ZMD13HVED002742 it automatically goes to solid blue\nCustomer: but do not see it listed in my app\nCustomer: I just unpluged and plug it again\nCustomer: solid green\nCustomer: flashing green\nCustomer: flashing blue\nCustomer: solid blue\nCustomer: it does that just after plug it\nHuman Agent: Solid blue means the device is online, it doesn't have to be tied to an account to be online. \nCustomer: yes I agree but I do not see listed\nCustomer: even if I click on\nCustomer: Wired camera or wifi camera already solid blue ? tap here to add it \nHuman Agent: Right now with the camera being plugged in is it solid blue?\nCustomer: at this moment yes\nCustomer: solid blue\nCustomer: but when I just plug it... I do anything.. just plug it .. it goes to all the above status lights then remains solid blue\nCustomer: what I mean.. .I do not tried with QR code or zink\nHuman Agent: yes, if a camera is solid blue it means its connected to a network so when a device is connected to a network you cant set it up onto another network again unless its in setup mode again (only flashing green/blue not going solid blue)\nCustomer: totally agree with you\nCustomer: so how can place it in setup mode \nHuman Agent: If it is online I can add the device to the account for yo u to try and check the video, to do that I would jsut need to name the device, what is the name you would like to give the camera?\nCustomer: yes please do that\nHuman Agent: what is the name you would like to give the camera?\nCustomer: my account is jcanzaldua@hotmail.com\nCustomer: give it the name as livingroom1\nHuman Agent: One moment.\nHuman Agent: I added the device to the account, try and see if you can view it live or not. \nCustomer: ok\nHuman Agent: If you cannot you may need to reboot the camera and the rotuer.\nCustomer: yes I see it listed\nCustomer: thank you so much\nCustomer: you are the best !\nHuman Agent: Great, fantastic. Thank you as well have a great day!\nCustomer: you too\nCustomer: hold on because I see it listed but says ofline"]
["Customer: Troubleshooting\nCustomer: I’ve out in a new modem how do I connect my cameras to it?\nCustomer: 1\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: What is the easiest way to reconnect eight Wi-Fi cameras once I've switched routers and changed my Wi-Fi name and password?\nCustomer: I don't remember what the instructions were and I don't have the manual anymore can you please send them to me\nCustomer: Can you send the companies official website to me\nCustomer: What is the website\nCustomer: Tell me the website\nCustomer: What is your official website?\nCustomer: Can I speak with a representative\nCustomer: The thing is my cameras are mounted all around my house on the roof stuff like that so I don't want to have to pull them all down\nCustomer: I know I have to go through setup Again by hitting the plus sign I just don't know where which way I use to change the router name and the password plus it is a dual 2.4 / 5/6 router\nHuman Agent: The cameras on your account will use the QR Code setup method to connect to a new network.\nHuman Agent: Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Yeah I tried that last night and I got one camera to accept it and then about five more kind of piggybacked off of that but the last few are clear up on the middle part top of my house so I can't get up there unless I get a big ladder go unscrew them and bring them down and that is a total pain in the ass excuse my French\nCustomer: I have eight cameras only three are hooked up to the cloud\nCustomer: So boring climbing on my roof and holding that thing in front of the camera which on a bunch of my cameras it doesn't take they don't see it it keeps saying times out. Is there any other way I can do it?\nHuman Agent: If some of the cameras did not setup, then you would want to setup those cameras directly with the QR Code setup.\nCustomer: That's what I'm saying they don't read the QR code they say timed out and I stand there and try to do it two or three times and I won't read it or connects that way. So is there any other way?\nCustomer: \nI mean some of them won't connect that way\nHuman Agent: All of the cameras on your account will use the QR Code setup. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/b89ae5ec1e_1_20240926171729.jpg\nCustomer: The other cameras are so burnt out and been in the Sun so long again have to crawl clear up on the roof and you know actually on Bolton and stuff so this is the one that accepted the QR code and from it five others connected\nCustomer: I'm talking to the cable Wi-Fi guy too trying to see if I can't get my router split into two different networks one for 2.4 and 1.145.0 and 6.0\nHuman Agent: That camera would use the QR Code setup to connect to the Wi-Fi network. If you were already able to connect that camera, then would would not need to worry about setting it up or getting the ID from it. We would need to look at the camera that you still need to connect."]
["Customer: Set up\nCustomer: Set up\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the solid blue camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: Set up\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Iis this a new camera you are trying to setup or is it a camera that was previously set up?\nHuman Agent: also, I will need to look up the device as well, can you send me all the cameras ID number and model. The ID will start with ZMD or GSG, not the fccid."]
["Customer: I have several cameras I have not used in awhile and they will not connect, whst do I need to do \nCustomer: I think I had deleted them. How do I get them added back to acvount\nCustomer: I do not remember the procedure \nCustomer: Blinking blue , and scanning  the qr code it times out\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of the current camera you're trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: Don’t have any video showing up on my monitor coming from the cameras. Recently switched Internet companies to Starlink\nCustomer: Lights are flashing on the cameras\nCustomer: They are flashing green\nCustomer: I want to talk to a real person \nCustomer: Will u have one reach out to me\nCustomer: I want to talk to an agent \nHuman Agent: Hello, you've reached customer care, my name is Kylie. To reconnect the camera you will have to go through the setup with the new wifi info so it can reconnect.\nCustomer: Can u talk me through it\nCustomer: Are u there\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: They are mounted at the moment \nCustomer: I have new internet service and they aren’t showing up my my monitor now\nHuman Agent: There is one camera on your account that will use the QR Code setup. The other cameras may use the same setup or they may use one of the other setup methods.\nHuman Agent: To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween."]
["Customer: Hi. Can we be contacted by phone?  \nI chatted with someone last night. \nCustomer: You’re also having a sale45.  The product that will it connect… two. Old and newer can not be replaced \nHuman Agent: Hello, my name is Grant. You can tap on Schedule Call to make a callback appointment.\nCustomer: I did.  Not allowing appointments \nHuman Agent: What phone number do you have entered?\nCustomer: 704-619-8889\nCustomer: I have two cameras that were outside. One stop working so I bought a duplicate. The second has now stopped connecting. Somehow I have them crossed in my NVR if one works it shows motion otherwise no picture. I don’t mind buying another camera, but it’s not available under your sale. Of course I have photos that I could quickly send you  \nHuman Agent: You will want to remove the dashes in your phone number. The form will only allow you to submit it with just the numbers.\nHuman Agent: Which cameras on your account are you having trouble with?\nCustomer: Back yard.  I have them deleted at this moment.\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: One model is ZPIBH23W and it’s affiliated ZMD19B6RH401915\n\nThis is the newer one\n\nThe older one is ZMD13R8DA263055\nCustomer: The old one ZMD13I8DA263055.\nHuman Agent: Okay, so which camera are you trying to setup on your NVR?\nCustomer: Either.  Newer one at this point. \nHuman Agent: Well, you said one stopped working, so the older camera is not working any longer?\nCustomer: I just thought one would work.  I’ve spent hours.  Once you reset and it doesn’t work, you start playing with the NVR. Before long, you have cameras scattered all over the place about of sorts\nHuman Agent: Okay, so which camera are you working with right now?\nCustomer: New one. Using the QR code \nHuman Agent: Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Turned off the 5g \nCustomer: Green flashing \nHuman Agent: It should not start flashing green. Can you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Doing this now\nCustomer: Solid green\nHuman Agent: Alright, let me know if it changes from the solid green light.\nCustomer: Now flashing\nHuman Agent: Okay, if it stays flashing green for a minute, then try the QR Code setup. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nHuman Agent: When you get the QR Code on your phone screen, you can try holding the phone screen close to the Zmodo camera lens and slowly pull it back. Watch the light in the camera closely while you are showing the QR Code to the camera and let me know if the light changes at any point.\nCustomer: Doing it now.  Yes I’ve done this 15 times or so.  Finally off the ladder and have it on the house    Trying now. \nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the Zmodo camera?\nCustomer: Connection timed out. WiFi is NOT on 5g and password is correct \nHuman Agent: I am not worried about it saying \"Connection timed out\" on the app. \nHuman Agent: When you get the QR Code on your phone screen, you can try holding the phone screen close to the Zmodo camera lens and slowly pull it back. Watch the light in the camera closely while you are showing the QR Code to the camera and let me know if the light changes at any point.\nHuman Agent: Could you also send a screenshot of the QR Code that you are showing to the Zmodo camera?\nCustomer: D/static_file/51695d1a68_1_20250227111957.jpeg\nCustomer: No luck.   I would buy another camera, but there is one available.\nCustomer: I have an eight channel NVR . I have a total of eight cameras and then the old spare.\nHuman Agent: Can you try holding the phone screen close to the Zmodo camera lens and slowly pull it back. Watch the light in the camera closely while you are showing the QR Code to the camera and let me know if the light changes at any point.\nCustomer: The night mode is on. \nHuman Agent: New cameras would likely not be compatible with your NVR system as they will use a different video coding method. We have a partner company, SHO, who makes cameras that would be compatible. https://www.amazon.com/SHO-Smart-Weatherproof-Detection-Home/dp/B0978WDJK7\nHuman Agent: Yes, the Display settings would be something that we would go to check in a couple of steps. But you still have not answered about the light in the camera when you are showing the QR Code to the Zmodo camera.\nCustomer: Ok. Weird it’s only the back yard  .  As I mentioned I have both in the house so placement is not the issue \nHuman Agent: Are you receiving my messages still?\nCustomer: Yes \nCustomer: Went to the link on amazon\nHuman Agent: Okay, so if you are receiving my messages, then what do you want to work on? Are you wanting to work on connecting a camera or purchasing a replacement? Lets stick with one thing at a time instead of jumping all over the place.\nCustomer: My apologies.  Spent so much time on this it’s hard to believe what I have is not connecting.   I’ve had Zmodo for 6yrs so I’m pretty fast.  Not being able to connect with of the two is irritating \nHuman Agent: That is fine, I understand. Are you still wanting to try to connect the new outdoor camera?\nCustomer: Doubt you can do anything more\nHuman Agent: There is still plenty of troubleshooting steps we can try. That is why I am asking you to do specific things and answer specific questions.\nCustomer: The old connected\nCustomer: Once I unplug it and climb up a ladder it may not. \nHuman Agent: Alright, that is good.\nCustomer: Thank you. Probably need to buy a new camera \nHuman Agent: You're welcome."]
["Customer: We need help with set up\nCustomer: We moved and need to set up with a different wifi\nCustomer: Set up\nCustomer: All cameras are flashing blue\nCustomer: How do I check my network settings \nCustomer: Is there a live person I can call?\nCustomer: Can you email me complete set up information \nCustomer: Agent\nCustomer: Hi Grant\nHuman Agent: To set up the cameras on your account you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Is there a way just to change the WiFi.\nWe just moved and have new WiFi \nHuman Agent: That is how you would change the Wi-Fi network that the camera is connected to. The QR Code setup is how you give the camera Wi-Fi information.\nCustomer: Yes\nCustomer: I scanned two the four cameras and it said it is not supported by this app \nHuman Agent: Oh, are you using the meShare app?\nCustomer: I’m using the meShare app\nHuman Agent: Okay I can send you the QR code you need to start the set up. Do you have another phone to do the set up with so we can continue the chat on this device. If not do you have a computer that can display the QR code if I email it to you. If so what is the best email to send it to?\nCustomer: Sent it via email at\nmrg60@comcast.net\nHuman Agent: The email has been sent. Tap the \"+\" icon on the app home screen in the top right. Make sure your camera is powered on and flashing green. Tap Start Installation at the bottom of the screen. Scan the QR code included in this email when prompted by the app. Follow on-screen instructions, input your WiFi password, and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will scan the QR code on the phone screen."]
["Customer: Got disconnected. \nCustomer: Power source and network are perfect\nCustomer: All settings look ok as good as other working cameras in the same location and Internet network \nCustomer: All done many times. Still ended up with solid blue light \nCustomer: Rebooting router again \nHuman Agent: Hello, you've reached customer care, my name is Kylie. Can you send me the cameras Model and ID number, the ID will start with ZMD,"]
["Customer: Troubleshooting\nCustomer: No picture for 3 months now.  When are going to fix it.  Not 1st time I reported it\nHuman Agent: Hello, you've reached customer care, my name is Kylie. Your cameras are offline, they wont show the video if they are offline. \nCustomer: There is no video.  Only  a blue blinking light on cameras \nHuman Agent: Yes, the cameras are offline\nHuman Agent: You would need to reconnect the cameras to get them back online again, I will send you the setup reconnection steps to try with the camera in order to achieve reconnection. \nCustomer: How do I put them on line\nHuman Agent: QR Code Set Up steps\nFirst reboot all the cameras by unplugging and plugging them in then follow the steps bellow\n\n1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nCustomer: Is password the same as the key shown on modom"]
["Customer: I can’t remember my ZMD password in order to change it.  Trying to add new wifi\nCustomer: How do I reach an agent\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Are you there\nHuman Agent: Yes, I asked for the Device ID of the camera you are working with. It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: I am here.  I cannot figure out my old password for zmd.  There is no reset on my csmera\nCustomer: I did not see your request ZP-IBH23-W\nHuman Agent: That is the Model, not the Device ID. It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Gotcha.  ZMD 17DF780932\nHuman Agent: Can you try sending the Device ID again or send a picture of it? What you sent is missing two characters.\nCustomer: D/static_file/baa7872117_1_20250305140902.jpg\nCustomer: Can you see it?\nHuman Agent: Yes, I can. Thank you. Could you please unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: Straight green\nCustomer: Now flashing\nCustomer: Green\nHuman Agent: Alright, if it is flashing green, then that means it is ready for setup. To set up the camera you will use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: The problem is I don’t know the password\nHuman Agent: You do not know the password to your Wi-Fi network?\nCustomer: I do not know for the ZAP network.  Been trying for days.  I am changing to a different WiFi company and trying to get existing cameras on that network.  No password I use works for the ZAP\nHuman Agent: You do not use the ZMD_SAP network for the QR Code setup. You need to be connected to your Wi-Fi network.\nCustomer: I know the password for my new network.  I have tried the qr method and it won’t work.  Let more try again\nCustomer: It is blinking blue but nothing else.  How long do I hold it there\nHuman Agent: If the light is flashing blue, that means it read the QR Code and you can stop showing the QR Code to the camera.\nHuman Agent: Could you send a screenshot of the QR Code that you are showing to the Zmodo camera?\nCustomer: D/static_file/f087dd155d_1_20250305141836.jpg\nCustomer: I am using a different phone.  Says it timed out\nHuman Agent: Alright, what light do you see in the camera now?\nCustomer: Flashing green\nHuman Agent: Alright, there are a few things to do here that may help it connect. First, can you doublecheck that the antenna is screwed in securely to the camera?\nCustomer: It is\nHuman Agent: You can go to your Wi-Fi settings and make sure that the network you are connected to is your 2.4 GHz network. When you are connected to your 2.4 GHz network, then you can tap on the settings button next to the network name and tap on Forget this network. That will disconnect you from the network and it will show up in the list of available networks. You can tap on the network and enter the Wi-Fi password to reconnect.\nCustomer: It might be working!!\nCustomer: That worked!!!  Let me try the next one\nHuman Agent: Alright, let me know if you run in to any issues with the next camera.\nCustomer: It is flashing green but not reading the barcode.  I unplugged and replugged\nHuman Agent: Could I have the Device ID of the camera you are working with? It should start with ZMD or GSG and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: D/static_file/9143afeb25_1_20250305143308.jpg\nHuman Agent: That camera will use the Zink setup. Could you please check your phone's Wi-Fi settings and see if you can locate the wireless network named 'ZMD_SAP'?\nCustomer: I have it on zap but says it is connected without internet\nHuman Agent: Yes, that is fine. Please click on the “+” icon on the app home screen in the top right > select ZINK > follow the instructions provided. It will ask you to connect to ZMD_SAP first (which will have no internet connection), and then go back to the Zink setup page. Then, it will ask you to input your home Wi-Fi network name (SSID) and Wi-Fi password. Afterwards, you will need to connect your phone back to your home Wi-Fi network to access the camera.\nCustomer: It is working.  Hold on\nCustomer: Actually, it picked up a different camera\nCustomer: I renamed it\nHuman Agent: That is fine, you can just do the Zink setup again.\nCustomer: I keep trying to go back to sink and my home WiFi won’t come on\nCustomer: Spinning on refresh\nHuman Agent: Can you go to your Wi-Fi settings and tell me what network your phone is connected to?\nCustomer: Right now, verizon\nCustomer: Should I have auto connect on?\nHuman Agent: Okay, you will need to be connected to the ZMD_SAP network to do the Zink setup.\nHuman Agent: So connect to the ZMD_SAP network and start the Zink setup from the beginning.\nCustomer: I understand.  Been trying to follow directions above.  \nCustomer: It seems to be stuck on choosing a netwok\nHuman Agent: Okay, lets start over from the beginning. Can you quit out of the setup?\nCustomer: I am doing that now, but it kicked me off the app and am trying to log back on and not working\nCustomer: Authentication failed\nHuman Agent: You will want to make sure you are connected to your Wi-Fi network to log in to the app.\nCustomer: I am,  maybe I forgot this password for zmodo\nCustomer: Got it!\nCustomer: Did it again.  It now picked up another camera\nHuman Agent: That is fine. It is just going to setup any Zink cameras that it connects to.\nCustomer: I have 3 more cameras to configure.  I will keep doing it and see if it picks up the others.  Can I rename after?\nHuman Agent: Yes, you can rename the cameras in the settings for the camera in your app.\nCustomer: I’m trying again\nCustomer: Not going as fast\nCustomer: All connected!!!  Not sure how it happened but I’m thankful!!!  Thank you!!!\nHuman Agent: You're welcome. Do you have any other questions?\nCustomer: Just went to look for that one I sent a pic of and it is not there. All the others are on.  And now the zap network won’t come up\nHuman Agent: What light do you see in the camera?\nCustomer: No light\nHuman Agent: It looks like you connected it to your Wi-Fi network, so you will want to add it with a LAN Search in your app.\n\nMake sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: I unplugged and back on. Solid green\nHuman Agent: You did not need to unplug the camera.\nCustomer: In the LAN search it says no existing devices found on the lan\nHuman Agent: Alright, let me sync and restart the camera. It should take it a couple of minutes to reboot and reconnect. Once it reconnects, try the LAN Search again. You may need to tap on Search Again a few times as it can take a minute or two after the camera reconnects for the app to find it.\nCustomer: I am here.\nCustomer: I keep hitting search again and nothing comes up\nHuman Agent: Alright, can you please unplug the camera and leave it unplugged for me?\nCustomer: Done\nHuman Agent: Thank you. I added the camera back to your account manually.\nCustomer: So plug it back in and try sink again?\nCustomer: Zink\nCustomer: I got it.  It’s there and correct!!!  Thank you!\nHuman Agent: You're welcome.\nCustomer: You’re awesome and patient.  Love it when it comes together.  Tell your supervisor that I appreciate you!  All my cameras are on and viewing!!\nHuman Agent: I am glad everything is working well now. Please do not hesitate to contact us if you need any more assistance in the future.\nCustomer: Thanks again!!\nHuman Agent: You're welcome."]
["Customer: I have tried every step to reconnect 2 cameras and they still flasgreen light\nCustomer: -1\nCustomer: Green lights is flashing but camera won't connect \nCustomer: Already did that\nCustomer: I need to reconnect the 2 cameras\nCustomer: That did not work\nCustomer: I have 5 cameras,  2 are no longer connecting \nCustomer: This is not fixing it\nCustomer: Please connect to support agent\nCustomer: Yes\nHuman Agent: Hello, you've reached customer care, my name is Kylie. When you look at the lights of the camera are they solid, flashing and what color are the lights?\nCustomer: Flashing green \nHuman Agent: Okay, can you send me the cameras Model and ID number, I will look them up to see if perhaps they use a different setup from the other cameras or if they have an alternative setup option to try. The ID wills tart with ZMD, 14, or 15 and both Model and ID will be on the cameras sticker. \nCustomer: Model ZH IXY 1D W\n\nID ZK8 BFS 23 MN\nHuman Agent: that is not the ID number, the ID will not have any dashes or spacing.\nHuman Agent: for this model of camera the ID will be on the cameras bracket by the barcode. \nCustomer: ZK8-BFS23MN\nHuman Agent: No, as I said that's not the ID number. \nHuman Agent: for this model of camera the ID will be on the cameras bracket by the barcode. \nCustomer: There is no barcode, the sticker is on the back and it says model and FCC ID\nHuman Agent: its a separate sticker from the model sticker, it may look white or silver, it will be on the bracket. Feel free to take a picture of the stickers and send them into the chat if that's easier. \nCustomer: D/static_file/23f8e22abc_1_20250131111614.heic\nCustomer: D/static_file/12409e81a0_1_20250131111624.heic\nHuman Agent: the FCCID number is a manufacturing ID number not the system ID number so its not the right one. \nCustomer: Not sure why I can't attach pics\nCustomer: D/static_file/121e13fe12_1_20250131111737.heic\nCustomer: I don't have brackets, the stickers are on the large knob that used to hold the brackets \nHuman Agent: I don't know why either, they show on my end as being jsut a grey chat bubble, can you send the pictures to my email instead, the email is support@zmodo.com \nCustomer: Yes\nCustomer: Sent\nHuman Agent: Okay let me check my email now. one moment\nHuman Agent: I have not received the email at all. \nCustomer: Sorry, had to resend. \nHuman Agent: Okay, I will check once more.\nCustomer: Shows delivered on my end\nHuman Agent: email just came in now, one moment. \nCustomer: I see the numbers are the same on both cameras,  not sure what else I can do. They where connected for the longest time then recently they stopped connecting.  I tried all the trouble shooting suggestions but 2 of my 5 cameras just flash green and won't connect \nCustomer: 3 are connected and working properly \nHuman Agent: It does look like that Bracket is totally missing, that's unfortunate. since I cannot look up the device to know what setups it absolutely will use I can have you do a few tests to rule out what setups there would be. Can you plug in the camera, then when it flashes green or blue get close to it then go to the phone's Wi-Fi network settings and tell me if you see a network named ZMD_SAP or AP_ZMD  or if you see no network like that?  \nCustomer: Ok\nHuman Agent: Ok\nCustomer: I see ZMD_ZAP \nCustomer: Sorry ZMD_SAP\nCustomer: You still their \nCustomer: Yes\nCustomer: Still here\nHuman Agent: okay that means mroe then likely the camera uses a setup called Zink\nHuman Agent: I will send you the steps to try with this camera, make sure of the offline cameras only this one is plugged in as well.\nCustomer: I tried that process. It gets hung up after I enter my wifi info\nHuman Agent: 1.Check Network Compatibility:\n\nEnsure that the W-iFi network you want to connect the camera/s to, is operating on the 2.4GHz frequency.\n\n\n\n2.Access Zink Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the Zink option.\n\n\n\n3.Initiate Installation:\n\nEnter the number of devices you are trying to set up, tap on the check mark or next.\n\n\n\n4.Connecting to the ZMD_SAP\n\nTap on \"Tap Here to begin set up\" follow the onscreen instructions. The phone may warn you this network has no internet.\n\n\n\n5.Wi-Fi Password Entry:\n\nThe app will prompt you to select or enter your Wi-Fi name (SSID) and enter the Wi-Fi password. Remember the Wi-Fi and password are case sensitive.\n\n\n\n6.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification.\nHuman Agent: if you have trouble with the step where it asks for the Wi-Fi name and password at all try turning off the phones cellular data/mobile data and make sure the phone is connected to the ZMD_SAP network and try the setup again. \nCustomer: I need to try some other time, I have to go. Will my old cameras work with new ones if I buy 2 and just replace the malfunctioning ones on my network \nHuman Agent: Yes, you may add other cameras to your account freely, though you may also reconnect these ones when you have time as well. \nCustomer: Ok, just spent 3 hrs trying and not getting anywhere \nHuman Agent: Okay, we'd be happy to assist further if you have more time another day. Is there anything else I may assist you with for now?"]
["Customer: Can you call me please \nCustomer: I need to Conect a cámara \nCustomer: -1\nCustomer: It don’t work\nCustomer: Call me \nCustomer: Please \nCustomer: I need to talk to agente \nCustomer: I not speak English \nCustomer: No puedo conectar una cámara \nCustomer: Ya lo hice pero no trabajo\nCustomer: Conectar una cámara \nHuman Agent: Hi my name is Wendy\nCustomer: Hola  wendy\nHuman Agent: ¿Cuál es el ID del dispositivo de la cámara con el que necesitas ayuda?\n\nLa identificación del dispositivo aparecerá en una etiqueta en la cámara y comenzará con ZMD o GSG.\nCustomer: En donde lo encuentro\nHuman Agent: D/static_file/8a8f40f4f9_1_20241106145208.png\nCustomer: Es diferente \nHuman Agent: Adjunte imágenes claras de las pegatinas de la cámara con la que necesita ayuda.\nCustomer: Ok\nCustomer: D/static_file/2679ad4dfa_1_20241106145340.jpeg\nHuman Agent: La identificación puede aparecer en una etiqueta en la parte inferior de este tipo de cámara.\nCustomer: D/static_file/3d559fe996_1_20241106145441.jpeg\nCustomer: Zmd13a4bc000681\nHuman Agent: ZMD13A4BC000681\n\n¿La luz indicadora en la parte superior de la cámara parpadea en verde?\n\no de que color es la luz indicadora? ¿Y la luz parpadea o es fija?\nCustomer: Papadea\nCustomer: Verde y azul\nHuman Agent: ¿Parpadea verde y azul?\nCustomer: Solo veré \nCustomer: Pero aveces azul\nCustomer: Ahorita está solo verde\nCustomer: Me puede llamar?\nHuman Agent: Instrucciones de configuración de ZINK:\n\nSi la luz indicadora de la cámara parpadea, significa que la cámara está lista para ser configurada.  Mueva la cámara al lado de su enrutador.  Permanezca a 5 pies de la cámara durante todo el proceso.\n\nDeberá tocar el signo más en la esquina superior derecha de la pantalla de inicio, elegir Zink y luego un dispositivo. La siguiente página tendrá un toque aquí para comenzar el botón de configuración que presionará y luego se conectará a ZMD_SAP (que no tendrá conexión a Internet). Después de regresar a la aplicación, ingresará el nombre y la contraseña de la red wifi a la que desea conectar la cámara. Deberá ser una red de 2,4 GHz y tanto el nombre como la contraseña distinguen entre mayúsculas y minúsculas.\n\nA continuación se ofrecen algunos consejos para que la configuración de Zink funcione.\n\nAsegúrese de que la cámara y el teléfono estén en la misma habitación que el enrutador y que el teléfono esté JUSTO AL LADO de la cámara todo el tiempo.\n-Apaga los datos móviles de tu teléfono.\n-olvida la contraseña wifi de tu hogar en la configuración wifi de tu teléfono para verificar la contraseña\n-asegúrese de que la configuración de ubicación y los permisos en su teléfono y aplicación estén habilitados/permitidos para la aplicación Zmodo \n-Espere 15 segundos para que el teléfono se conecte a ZMD_SAP antes de continuar con el siguiente paso.\n\nHuman Agent: Puedo enviarte una invitación para una devolución de llamada en inglés.  Desafortunadamente no ofrecemos devoluciones de llamada en español en este momento.\n\nDéjame saber si quieres que te envíe la invitación de devolución de llamada para que puedas programar una devolución de llamada en inglés.\nCustomer: Me pueden llamar a las 4:00 pm hora de California?\nHuman Agent: Acabo de enviarte una invitación para programar una devolución de llamada.\n\nSólo hay agentes telefónicos disponibles en inglés.\nCustomer: No me deja hacerlo\nHuman Agent: Sin guiones ni espacios en el número de teléfono.\nCustomer: Mi hijo habla inglés \nHuman Agent: ok\nHuman Agent: Asegúrese de que no haya espacios ni guiones en el número de teléfono y luego intente enviarlo nuevamente.\nCustomer: No sale donde poner el teléfono \nCustomer: Solo para el día y la hora pero no me da acceso \nHuman Agent: Debería haber un lugar en el formulario para ingresar su número de teléfono.\n\n¿Podrías proporcionar una captura de pantalla de lo que estás viendo?\n\nCustomer: Ok\nHuman Agent: Si los espacios de tiempo están llenos para hoy, deberá programar la llamada para mañana.\nCustomer: D/static_file/51831ee990_1_20241106150505.png\nHuman Agent: Primero deberá seleccionar la fecha.  luego la hora a la que quieres que te llamen. \n\nParece que los espacios de tiempo están ocupados para hoy, así que intenta programarlo para mañana.\nCustomer: Ok voy a tratar más tarde gracias \nHuman Agent: vale, suena bien."]
["Customer: Troubleshooting\nCustomer: I click on to our cameras but they will not come up. Our internet has gone out and now using starlink but cannot connect to it.\nCustomer: Can you help me set them up our son in law hooked them up for us or give me the instructions \nCustomer: Looks like the cameras are blue light flashing \nHuman Agent: Hello, you've reached customer care. This is Marcela speaking. Could I have the device ID of the camera you are working with?  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\n\nCustomer: ZMODO SKU:ZM-W0002-2 \nHuman Agent:  It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: ZMD19A42H520474\nHuman Agent: To check the camera's current status, look at the indicator light on or inside the camera. Is it blinking green or solid blue?\n\nCustomer: Blinking green\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween. The camera will automatically scan the QR code."]
["Customer: I can not connect my cameras to internet\nCustomer: Troubleshooting\nCustomer: Troubleshooting\nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode."]
["Customer: Set up\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Smartlink tends to only be used with our oldest devices. What is the ID of the camera you are trying to set up? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: Troubleshooting\nCustomer: Got new internet provider how do i change the cameras to the new internet \n\nCustomer: I don't remember how \nCustomer: I don't remember how to set the cameras up \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. \n\nHuman Agent: In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: I changed networks and I can't get it to connect and they were deleted from the app \nCustomer: It's still not working I need to have them reset \nCustomer: Yes I do\nCustomer: Can you factory reset it on your side \nCustomer: It's on solid blue but I can't get it to connect to the app \nHuman Agent: Hello, you've reached customer care. My name is Grant. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Zmd16LGI7550559\nHuman Agent: Thank you. Let me take a look.\nHuman Agent: It looks like that camera is already connected to your Wi-Fi network, so you will want to do a LAN Search in your app.\nHuman Agent: Make sure your phone is connected to the same Wi-Fi network as the camera.\nOpen the Zmodo app and tap on the plus sign (+) in the top right corner.\nAt the bottom of the screen it should say \"Wired Camera or WiFi Camera already solid blue? Tap here to add it.\" Tap there and then the app should let you perform a search of your network.\nTap on the plus sign next to the device when it finds it. The app will ask you to name the camera, set an optional password, and make sure that the time zone is correct.\nCustomer: I tried that and it still won’t connect \nCustomer: I tried adding it back to the app and it won’t connect at all \nHuman Agent: Okay, let me sync and restart the camera. Watch the light in the camera closely. You should see it change to a solid green, flashing green, flashing blue, and then solid blue. When it changes to solid blue again, try the LAN Search process again. You may need to tap on Search Again a few times as it can take a minute or two to find the camera after it reconnects.\nCustomer: Ok\nCustomer: I did the search again 6 times and it still hasn’t come up \nHuman Agent: What do you see on the app when you try the LAN Search?\nCustomer: D/static_file/b3974cdb3f_1_20241203131847.jpg\nHuman Agent: There may be a setting in your network settings that is not allowing it to discover other devices. Either way, I reset the camera so you can do the QR Code setup to connect it.\nCustomer: Ok that’s perfect \nCustomer: That worked now thank you so much \nHuman Agent: You're welcome.\nCustomer: I have 2 other cameras I need that done to also if you can help me with that \nHuman Agent: Okay, we can take a look at those. Did you setup these cameras on a new network?\nCustomer: So I changed routers but I kept the name and password the same as the old one and usually I can get them to work but it didn’t this time \nHuman Agent: First, for your own reference in the future, you do not need to remove cameras from your account to set them up on a new network. That should save you some trouble if you need to set them up again in the future. Second, do you still have your old router, or any old Wi-Fi extenders?\nHuman Agent: There is probably a setting in your router that is just preventing your phone from being able to discover other devices on your network since the LAN Search is not adding them.\nCustomer: Zmd17ABI7505740\nCustomer: Yea I didn’t my boyfriend did thinking he knows how to do it lol\nHuman Agent: Can you try sending that ID again or send a picture of it? There is not a camera with that Device ID.\nCustomer: D/static_file/f61b399848_1_20241203133257.jpeg\nCustomer: Yes sorry my phone lost connection \nCustomer: D/static_file/53440ff604_1_20241203133400.jpg\nHuman Agent: Alright, let me take a look.\nHuman Agent: The cameras have been reset.\nCustomer: Thank you I have now connected to them and again thank you so much for your help \nHuman Agent: You're welcome."]
["Customer: I need to setup my new WiFi \nCustomer: Customer service \nHuman Agent: Have you already setup your new Wi-Fi and you just need to connect your cameras to the network?\nCustomer: I got new WiFi today and I need to connect all my devices. It will not let me click on reset device on any camera…. But delete is high lighted . Do I need to delete them all ??\nCustomer: Yes no WiFi is active \nCustomer: Yes new \nHuman Agent: No, you do not need to delete the devices. Can you go to one of the cameras, unplug the camera, plug it back in, and tell me what light you see in the camera when you plug it in?\nCustomer: One moment \nCustomer: Green\nHuman Agent: Is it solid green or flashing green?\nCustomer: Flash\nHuman Agent: To set up the camera, use the QR code method. Open the app and click the \"+\" icon in the top right corner, then select QR Code. Choose \"Start Installation\" or \"Next\" at the bottom of the screen to initiate setup. Follow on-screen instructions, input your WiFi password (remember it's case-sensitive), and tap \"Next\". A QR code will be generated. Align the camera lens with the QR code on your phone screen, keeping about 8 inches of space inbetween.\nCustomer: Ok thanks \nHuman Agent: You're welcome."]
["Customer: Set up\nCustomer: My camera doesn't have a qr code for setup\n\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of your camera? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG. \nCustomer: ZMD  19I2IH401800\n\nHuman Agent: Thanks. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: Troubleshooting\nCustomer: How do I get my internet connected?\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: It doesn't work\nCustomer: Camera doesn't work\nCustomer: It doesn't connect to the net work\nHuman Agent: Hello, you've reached customer care, my name is Kylie. First in order to better assist you I will need to look up the device, can you send me all the cameras ID numbers and model. The ID will start with ZMD or GSG, not the fccid. \n\nCustomer: ZMD11L347200057\nCustomer: Hello\nHuman Agent: That camera uses the Smartlink setup.\nCustomer: I tied it doesn't connect \nHuman Agent: Smart link setup steps\n\n1.Verify Network Compatibility:\n\nConfirm that the Wi-Fi network you intend to connect the camera/s to, operates on the 2.4GHz frequency.\n\n\n\n2.Access Smartlink Setup:\n\nLaunch the app and navigate to the home page. Tap the plus sign in the top-right corner, then select 'Legacy' and choose 'Smartlink'.\n\n\n\n3.Initiate Installation:\n\nFollow the on-screen prompts. Specify the number of devices you are setting up, then tap the check mark or 'Next'.\n\n\n\n4.Enter Wi-Fi Password:\n\nThe app will prompt you to enter the Wi-Fi password. Please note that the Wi-Fi password is case-sensitive. Tap the next, then wait for the device/s to establish a connection.\n\n\n\n5.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will ask you to assign a name to the device for easy identification.\n\nTry these steps, and if it fails again let me know how the lights on the camera react, (what the color is and if it flashes or goes solid at any point)\nCustomer: It doesn't work i tried \nCustomer: The connection time runout \nCustomer: The light is flushing green\nHuman Agent: That's the only setup the camera would accept. \nHuman Agent: Try resetting the device with the reset pinhole, then try the setup.\nCustomer: I also did this \nHuman Agent: Okay, Are you able to try doing the setup with another phone or mobile device?\nCustomer: I have my laptop \nCustomer: But i cant see the camera on the wifi network \nHuman Agent: You wont be able to use the laptop for the setup, only a mobile device like a phone or a tablet. \nCustomer: Sameone said something about the location \nCustomer: Where do i see my location \nHuman Agent: You would find location settings in the phone settings.\nHuman Agent: you cna go to your phone settings, then use the search at the top of the screen and type location to find it within your phones settings. \nCustomer: So where the location need to be at ?\nHuman Agent: you can go to your phone settings, then use the search at the top of the screen and type location to find it within your phones settings. You would want them to be set to On, and allowed for the app as well. \nCustomer: Ok location is good\nHuman Agent: Okay, did you adjust any of those settings at all or were they already fine when you checked?\nCustomer: I can see the zmodo app have location access \nCustomer: Which one\nCustomer: ?\nHuman Agent: The location settings, did you end up altering them at all or were they already allowed and fine?\nCustomer: There were fine \nHuman Agent: Okay, Try deleting the app, re download the app, then when it asks you for the app permissions set them to allow, or allow while using if it asks you that. \nHuman Agent: Then after that try the Smart link setup again, watch the lights on the camera as you do the setup and let me know if they change colors or if it goes to a solid color if the setup fails again at all. \nCustomer: Ok will try\nHuman Agent: Okay\nCustomer: It was flushing green then flushing blue and it was repiting this for a few times untill it was timed out\nCustomer: I am here \nCustomer: Now flushing green \nCustomer: Hello\nHuman Agent: Okay, that means it tried, to connect to the network then it failed, this is normally caused from the info the camera tried to conenct with being incorrect or a typo but I want to double check that, to check I would need you to go through the setup then when you get to this step:\n\n4.Enter Wi-Fi Password:\n\nThe app will prompt you to enter the Wi-Fi password. Please note that the Wi-Fi password is case-sensitive. Tap the next, then wait for the device/s to establish a connection.\n\nTake a screenshot after you type in the Wi-Fi password send it to me to review that the page looks proper. \nCustomer: I am here"]
["Customer: Yes I have changed my password for my wifi and since then I haven't been able to get my cameras back up and on. What do I need to do? \nCustomer: Trouble is I didn't hook them up initially \nCustomer: I need help. Like I said I didn't hook them up initially \nCustomer: I already told u. I changed my wifi password only nothing else and ever since I can't get them back on line\nCustomer: I'm still letting u know I didn't hook them up initially so you need to tell me steps to get them back on line\nHuman Agent: Hello, you've reached customer care, my name is Kylie. It looks like your cameras may use the QR code setup\nHuman Agent: Here are the directions for that setup\n\nHuman Agent: 1.Check Network Compatibility:\n\nEnsure that the WiFi network is operating on the 2.4GHz frequency and the phone you are doing the set up with is connected to that network, as this is the network the camera/s will connect to.\n\n\n\n2.Access QR Code Setup:\n\nOpen the app and go to the home page. Tap the plus sign located in the top-right corner, then select the QR Code option.\n\n\n\n3.Initiate Installation:\n\nTap either \"Start Installation\" or \"Next\" at the bottom of the screen to begin the setup process.\n\n\n\n4.WiFi Password Entry:\n\nFollow the onscreen instructions. The app will prompt you to enter your WiFi password. Remember the password is case sensitive.\n\n\n\n5.Generate QR Code:\n\nAfter entering your WiFi password, tap \"Next\" and a QR code will appear on the screen.\n\n\n\n6.Position the Camera:\n\nAlign the camera lens with the QR code displayed on your phone screen with about 8 inches of space inbetween. The camera will automatically read the QR code.\n\n\n\n7.Device Naming (First-Time Setup Only):\n\nIf this is the initial setup, the app will request you to give a name to the device for easy identification."]
["Customer: 1 of my cameras are not eorking\nCustomer: Can someone call me?\nCustomer: One of my cameras pool and car are not working I've tried all those things you suggested.\nCustomer: How do I contact customer service\nCustomer: Agent\nCustomer: Agent please\nCustomer: \"Agent\"\nHuman Agent: The camera on your account named \"Pool & Car\" is showing online now. What issues are you having with the camera?\nCustomer: Give me a second to check again.\nCustomer: Thank you Grant.\nCustomer: It is working!\nHuman Agent: You're welcome."]
["Customer: Please call to help me with the cameras\nCustomer: Power is on. Green light on camera face. No detection. Not sure how to redo the WiFi connection \nCustomer: All have been done and are good. \nCustomer: Camera doesn’t work. Have someone call me or refund my money. \nCustomer: Have agent call me 336-803-0385\nHuman Agent: Hello, you've reached customer care, my name is Kylie. We do not have an inbound number to call, but we do have outbound calling done via schedule, I am happy to help you via chat here or I can send you our call scheduler so you can schedule to speak with a rep over the phone if you prefer, what would you like?\nCustomer: Over the phone please\nHuman Agent: You can tap on Schedule Call to make a callback appointment.\nHuman Agent: When you enter your phone number, make sure to remove the dashes in your phone number."]
["Customer: how to update the wifi settings\nCustomer: -1\nCustomer: where do I find the wifi settings\nCustomer: how to I connect my camera to wifi\nCustomer: so you cant just change the wifi  you need to start over\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. It looks like your Driveway camera would use the Zink setup while your Top of the stairs camera uses the QR code setup. If possible I would recommend setting up the top of the stairs camera near the other camera using the QR setup as it can potentially pull the other online too so you don't have to do the second setup too. I'll provide QR instructions below. \n\nIn order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\n\nCustomer: I'll do this later,  its outside and Im in my office    there should be an easy way just to update the wifi settings   \nCustomer: it was fine until we got new internet and now need to update everything  so now this camera and one other of Funlux is offline and its hard to get them back   its not easy..  it shouldnt be this hard\nHuman Agent: Unfortunately with cameras being offline, they have no way to communicate remotely. The setup is designed to give them the wifi information so that would be the only method. It should go fairly easily using the method I mentioned if you are able to try in that way so long as the wifi information is correct. \nCustomer: thanks\nHuman Agent: No problem."]
["Customer: Troubleshooting\nCustomer: the app isnt recognizing my cameras thru my router. the lights are blue \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. What is the ID of one of the cameras? The ID should be on a sticker on the device or it's bracket, will not have any dashes, and will generally begin with ZMD or GSG."]
["Customer: I have a new router but cant find where i go in the app to connect and add the new password \nCustomer: Who.  Are you a robot?\nCustomer: Ive already states...i have a new router and need to reconnect my devices.\nCustomer: Phone contact please\nCustomer: Live agent\nCustomer: Hello!!!!!\nHuman Agent: You would want to setup the camera using the initial setup method to connect to your new Wi-Fi network. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: No. Ive had your cameras for several years.  My router went down and had to be replaced. So i have to connect the cameras to my new network \nCustomer: Whats the process to connect \nHuman Agent: The cameras on your account will use different setup methods. One camera uses the QR Code setup and the other two will use Zink. Could I have the device ID of the camera you are working with? It should start with ZMD and should be on a white sticker on the camera or bracket, its usually under a barcode.\nCustomer: Ok i hav 3 cameras. \n1 \n\n\n\nFunlux and has a barcode\nHuman Agent: Okay, could I have the Device ID of the camera you are working with?"]
["Customer: My internet service Wi-Fi changed how do I connect\nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and scan the QR code below when prompted. \n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\n\nHuman Agent: D/static_file/05893dad3d_1_20250305110812.png"]
["Customer: Need to update WiFi how do I \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check."]
["Customer: Troubleshooting\nCustomer: I switched internet companies and need to add new internet \nCustomer: Set up\nCustomer: My camera is blinking blue and green \nHuman Agent: Hi, thank you for contacting support. My name is Dillon. Are you trying to set up your homie camera? And you said it is currently solid blue?\nCustomer: It's flashing blue and green and I changed internet companies \nHuman Agent: Is it a single blink back and forth between those colors nonstop?\nCustomer: Yes\nHuman Agent: Okay, that implies connected, but no internet access. Do you still have your old router or any old extenders plugged in?\nCustomer: Yes should I unplug the old one\nHuman Agent: Yes, please try to unplug that and then restart the camera. Once that is done, let me know if it goes back to that light status or if it just stops on blinking green. \nCustomer: Reset or just restart camera \nHuman Agent: Restart. Just unplugging it and plugging it back in once the old router/extenders are fully unplugged. \nCustomer: It's blinking green now still unplug camera?\nHuman Agent: Yes, once it is rebooted and back to flashing green, you may set it back up. In order to set your camera up you'll first want to make sure that your phone is connected to the 2.4Ghz network you want to set the camera up on and that the camera is powered on and with it's indicator light flashing. Once that is done, you can enter the app and follow the instructions below.\n1) Hit the plus in the top right of the home page and select the QR code option\n2) Continue through until you reach the page where it asks for the password. On that page please make sure it lists your network's name after where it says \"Your device(s) will connect to\". If not, please let me know.\n3) Enter your network's password. Please keep in mind it is case sensitive.\n4) The next page will show a QR code on the screen of the phone which you'll need to show to the camera by holding it 6-8 inches from the lens of the camera. If it reads it, the camera's indicator light should start to blink blue.\n5) If successful, the indicator light should eventually go to a solid blue and the app will ask you to name the device if the device is not on your account yet (otherwise you may quit the setup at this point if you already had it on your account).\nIf the camera does not go to a solid blue after approximately 30 seconds of showing it the QR code, please take a screenshot of the QR code and send it here for me to check.\n\nCustomer: K thanks \nHuman Agent: No problem. Let me know if you have any trouble with the setup. \nCustomer: So it was blinking green \nCustomer: I did code\nCustomer: It went blue \nCustomer: Solid no blinking \nHuman Agent: Yes, solid blue is connected and online. The device is online and you should be able to view it live. \nCustomer: Nvm\nCustomer: It's working sorry \nHuman Agent: No problem. Glad it's working for you. Is there anything else I can help you with?\nCustomer: Thank u for your help \nCustomer: No thank u\nHuman Agent: Okay, no problem, have a good day!"]